What are the problems and countermeasures of being a tour guide now?

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Thoughts on the quality of tour guide service

[Abstract] This article first summarizes the issues of tour guide service quality in the tourism industry, and makes a profound The reasons for the existence of these problems were analyzed, and on this basis, suggestions were put forward to solve the problem of tour guide service quality.

[Keywords] Tour guide service quality control

There were still many tourism complaints across the country during the "May Day Golden Week" in 2006, some of which were directed at the quality of tour guide services. Taking Liaoning Province as an example, the tourism administrative departments of several key cities received 73 tourism complaints, 36 of which involved travel agencies, accounting for 49% of the total complaints. Some of the complaints were about tour guides not conscientiously performing their duties. Those with poor responsibilities, organizational skills, and low professional quality.

1. Problems in tour guide services

1. Disguised breach of contract and private income generation. At present, tourists often have written or oral agreements with travel agencies before traveling or joining a group. However, due to the high variables and random factors in tourism activities themselves, overly specific details cannot be reflected, such as the time to visit attractions, order, etc., so some tour guides often use methods of compressing, deleting, and adding scenic spots to benefit themselves, and others temporarily increase charging items to line their own pockets.

2. Receive shopping rebates from tourists. The National Tourism Administration has long recognized the seriousness of this phenomenon and has made repeated requests to ban and change this practice. However, in order to attract customers and gain profits, businesses often use high rebates to induce tour guides. Some tour guides, driven by profit, often hit it off with the businesses, cooperate tacitly, and enjoy the "oil and water". This will not only make tourists miserable when they buy the same high-priced goods or even low-quality and high-priced goods, but also harm the vital interests of tourists. More seriously, it will damage the image of tourism companies and local tourism.

3. Low professional quality and poor business ability. As the server and leader of the tourism team, tour guides not only have to provide tourism services to tourists but also deal with various emergencies, etc. Therefore, tour guides are required to have an attitude and ability to serve others. At present, some tour guides give the same explanations; some tour guides are indifferent and provide slow service; and some tour guides cannot handle emergencies and conflicts in a timely, standardized and orderly manner.

2. Causes of tour guide service quality problems

1. Lack of professional ethics. Tourism professional ethics develops with the emergence and development of the tourism industry. Its core is to serve tourists wholeheartedly. Therefore, tour guides are required to have a correct professional attitude, noble professionalism, and correct service concepts. However, in their specific work, some tour guides show profit-seeking, indifferent service, deceive and fool tourists, etc. This is a manifestation of a lack of professional ethics.

2. Inadequate laws and regulations and weak supervision. With the rapid development of tourism in our country, we have also promulgated corresponding rules and regulations. However, while these rules and regulations have played a huge role, they also have imperfections and areas that need improvement. For example, regarding the ban on tipping, many of them currently Scholars have different views. In addition, my country has not yet promulgated a real law on the development of tourism. The fact that there is no law to follow has greatly reduced the authority and governance of tourism administration or law enforcement departments, and supervision is ineffective or basically lost.

3. It is relatively simple to obtain the tour guide qualification. Since the National Tourism Administration launched the tour guide qualification examination system in the late 1980s, the number of people who have obtained tour guide qualification certificates has also increased dramatically. Under this situation, the traditional registration and examination methods for professional qualifications are relatively simple. Students only need to go through a certain number of hours. After receiving the training, you can take the exam (written test and interview), and those who pass the exam will receive the tour guide qualification certificate. Although it plays a certain role in the selection of tour guides, because the selection is very exam-oriented, it is impossible to assess key factors such as the candidates' moral quality, professional quality, and physical and mental quality.

4. The current salary system for tour guides. At present, many travel agencies in my country only pay a small basic salary to tour guides (mostly full-time) or no salary at all (mostly part-time). When the tour guides accept the assignment of the travel agency to receive the tour group, they receive correspondingly very low subsidies (or no). , and even in some areas, there is a "capitation fee" charged to travellers. In addition, tour guides also have to bear "transient" and "seasonal" unemployment during the off-season, and their income sources are very risky. This ultimately prompted some tour guides to operate illegally and make huge profits.

5. The number of tour guides is large and management is imperfect. Due to the rapid increase in the number of tour guides and most of them are part-time tour guides, part-time tour guides and travel agencies only have a loose temporary employment relationship, and their rights and responsibilities are unclear. Both parties rely almost entirely on mutual trust for support, and travel agencies lack due binding force on tour guides. . Although the National Tourism Administration has also promulgated regulations such as the "Regulations on the Management of Tour Guides", my country has not yet formed a practical management mechanism and method.

3. Measures for tour guide service quality control

1. Improve the legal system and achieve effective supervision.

The management of tour guides is a systematic project. It must first be based on a sound management system and ensured by effective supervision. Therefore, the country should establish and improve relevant laws and regulations as soon as possible so that both supervisory departments and tour guides can truly achieve "effective supervision". The law must be followed, the law must be followed, law enforcement must be strict, and violations must be punished." In particular, the tour guides should be aware of the seriousness of illegal operations, so that illegal behaviors truly become a restricted area for tour guides' work.

2. Collect tour guide service quality deposit. Drawing on the tourism bureau’s management methods for collecting quality deposits from travel agencies, we might as well adopt a similar system for tour guides. The tourism administrative department also collects an appropriate amount of deposits from tour guides. When tour guides do have service quality problems, not only must they deduct points, and at the same time deduct the prescribed amount of deposit, this measure has a deterrent effect to a greater extent.

3. Improve the professional qualification restriction standards and improve the tour guide professional qualification examination system. Raising the barriers to entry in the tour guide industry can limit the number of unqualified people from joining the tour guide team at the source, and enable people with real tour guide qualities to join the tour guide team.

In addition, for the tour guide qualification examination system