The reception process and standards of local tour guides

Standard service ability of tour guides-standard service procedures and standards of local tour guides

I. Preparatory work

(a) familiar with the reception plan

1. Overview of tour groups

Name of tour group (planning unit), contact person's name, telephone number, name of destination tour group, country, language used, name of tour group, code, computer serial number, charging standard (including luxury, standard and economy class) and name of tour leader.

2. Members of tour groups

Number of members, names of members, occupations, gender and religious beliefs.

3. Special requirements and taboos of the group

Do you have any special requirements for housing, car use, sightseeing and breakfast? And whether there are tourists who need special care, such as the old, the weak and the sick.

4. Is it necessary to enter the card in advance?

Which areas or cities in the tourist route need to report the loss? If yes, you need to go through the relevant formalities in advance.

(two) the implementation of reception matters

1, view the activity schedule.

On the day before the arrival of the tour group, the local escort shall, together with the relevant departments or personnel of the reception agency, implement and inspect the transportation, accommodation, luggage and transportation of the tour group.

2. Implement tourist vehicles

3. Implement housing and catering.

4, understand the implementation of the arrangement to transport luggage.

5. Learn about unfamiliar scenic spots.

6, master the contact number

7. Contact the convoy

(3) Material preparation

"Quality Standard for Tour Guide Services" requires: "Before joining a tour group, local escorts should make necessary material preparations and bring reception plans, tour guide cards, badges, tour guide flags, stop signs, settlement vouchers and other items."

Language and knowledge preparation

According to the tour items determined in the reception plan, prepare the introduction materials of the key contents of the tour guide.

When receiving a tour group with professional requirements, you should be prepared for relevant professional knowledge and vocabulary.

Be prepared for current hot topics, major news at home and abroad, and topics that tourists may be interested in.

(5) image preparation

The image preparation of tour guides refers to the preparation of gfd, mainly refers to the beauty of decoration, including the beauty of clothes, makeup and hairstyle.

The dress of tour guides should conform to the local and national dress habits and the identity of tour guides, and be generous, neat and concise, which is convenient for tour guide services; Wear jewelry moderately; No heavy makeup, no perfume with too strong a taste; The tourist guide card should be worn in the correct position in the tour group.

(6) Be prepared.

1, be prepared for hard and complicated work.

While making good preparations for the above-mentioned tourist groups, local accompanying personnel should be fully prepared for the arduous and complicated work. We should not only consider the aspect of providing warm service to tourists according to the requirements of formal working procedures, but also have various mental preparations such as how to face and deal with problems when accidents occur and what measures to take for tourists who need special services. With these aspects of psychological preparation, local escorts will not panic when things happen and can handle problems properly and quickly.

2. Be ready to undertake complaints and appeals at any time.

Second, the docking service

(1) Service arrangements before the arrival of the tour group

1. Confirm the exact arrival time of the tour group's vehicles.

Step 2 contact the coach driver

3. Verify the exact time of the tour group's arrival again.

Step 4 contact the waiter

5. Welcome the tour group with the pick-up sign.

(2) Service after the arrival of the tour group

1. Find a tour group.

When searching, the local escort should stand in an obvious position and raise the stop sign so that the leader, escort (or tourists) can contact. If the tour group has a tour leader or full escort, the tour guide should contact the tour leader and full escort in time and ask about the tourist source, the name of the tour group organization, the name of the tour leader and full escort, etc.

2. Verify the actual number.

After receiving the tour group, the local escort should immediately check the actual number with the leader, the whole escort or the members of the tour group. If there is any discrepancy (increase or decrease) with the plan, it is necessary to inform the relevant departments of the local reception institutions in time.

3. Centralized baggage inventory

After verifying the actual number of people, the local escort should assist the tourists to put their luggage in a quiet and safe place, remind the tourists to check whether the luggage is in good condition, and check the luggage with the tour leader, the whole escort and the bellman of the reception agency. After the luggage is checked correctly, it will be handed over to the bellman of the reception agency, and both parties will handle the handover procedures.

Step 4 assemble and board the bus

The local escort should first remind the tourists to check whether their belongings are complete (if they are forgotten, they should immediately assist the parties to find them), and then guide the tourists to the boarding place. When tourists get on the bus, the local escort and the coach driver should wait on both sides of the door to help or assist the old and weak tourists to get on the bus; All tourists should help them put their hand luggage and belongings on the luggage rack and help them sit down after getting on the bus. After the tourists sit firmly, check whether the items put on the luggage rack by the tourists are safe and complete; Count the people politely and ask the driver to drive.

(3) Services on the way to the hotel

1, welcome speech

When giving a welcome speech, if the model of the tour bus allows, the local escort should take a standing posture facing tourists and choose the position at the front of the carriage near the driver so that all tourists can see it. The content of the welcome speech should be different according to the nature of the tour group and the education level, occupation, age and living area of the members. Pay attention to the proper use of words, giving visitors a kind, warm and credible feeling. Welcome speech should generally include the following contents:

(1) Welcome tourists to the local area on behalf of the reception agency, myself and the driver;

(2) introduce your name and unit;

(3) introduce the driver;

(4) Express sincere desire to provide services;

I wish you a pleasant and smooth journey.

2. The first tour guide along the way

Be a good tour guide for the first time along the way to satisfy the curiosity and thirst for knowledge of tourists. This is a good opportunity for local escorts to show their knowledge and skills. A wonderful first tour guide along the way will make tourists feel trust and satisfaction in the tour guide and help the tour guide establish a good image.

The first tour guide along the way mainly introduces the local scenery, customs and hotels.

(1) Landscape Guide. When working as a scenic guide for a tour group, the local escort should show "tact" skills, that is, the language rhythm is bright and the explanation content is synchronized with the scenery seen; Talk about people when you see them, talk about things when you see them, but choose them properly. In short, it is important to be quick, timely and flexible.

(2) Introduction of customs. The local escort should introduce the general situation of the local area to tourists, including historical evolution, administrative divisions, population, climate, social life, cultural traditions, local products, etc. , and distribute guide maps to tourists at an appropriate time. Local escorts can also introduce the city's appearance and development at an appropriate time.

(3) Introduce the hotel. The local escort should introduce the basic situation of the hotel to the accompanying tourists: the name, location, star rating, scale, distance from the station and pier, etc. According to the length of the trip, the local escort can also introduce the general situation, main facilities and equipment and usage of the hotel as appropriate. How to check in, matters needing attention in the hotel, etc.

3. Announce the time and place of assembly

When the tour bus arrives at the hotel where the group is staying, before getting off the bus, the local escort should explain clearly to the tourists and ask them to remember the time, place and license plate number of the assembly.

Third, in-store service.

(a) to assist in hotel procedures

After the tour group arrives at the hotel, the local escort should assist the tour leader and the whole escort to go through the hotel registration formalities and ask the tour leader to issue a room card.

The local escort should know the room numbers of the tour leader, the whole escort and the members, and tell the whole escort and the tour leader their own contact information, such as room number (if the local escort stays in a hotel) and telephone number, so as to contact them as soon as possible.

(2) Introduce the use of hotel facilities and equipment.

After entering the hotel, the local escort should introduce the location of the foreign exchange office, Chinese and western restaurants, entertainment places, merchandise department, public toilets and other facilities in the hotel and the use of various equipment, and explain the matters needing attention in the hotel.

(3) lead the tour group to make good use of the first meal.

Before visitors enter the room, the local escort should introduce them to the way, place, time and relevant regulations of dining in the hotel. When tourists go to a restaurant for their first meal, local escorts should take the initiative to introduce them. The local escort should introduce the tour leader to the restaurant manager or the waiter in charge, and inform the travel team of the special requirements.

(four) announced the activities of the day or the next day.

The local escort should announce to the whole group the activities of the day and the next day, as well as the time and place of the assembly.

(5) Take care of Li Jinfang.

The local escort should take the initiative to contact the hotel bellman when the team's luggage is delivered to the hotel, so as to deliver the luggage to the tourists' rooms in time.

(6) Arrange wake-up service

Before leaving the hotel at the end of the day's activities, the local escort should agree with the team leader on the morning call time for the next day and ask the team leader to inform the whole team. The local escort should inform the hotel reception or the floor reception.

(seven) to deal with all kinds of problems after the tourists check in.

After tourists enter the room, the local escort will stay in the residential area of the tour group for a period of time to deal with various temporary problems such as the room door can not be opened, the room is not cleaned, the facilities are incomplete or damaged, and the luggage is misplaced. Sometimes, tourists may ask for a room change or object to the level of the hotel. The local escort should assist the relevant departments of the hotel to deal with such problems and ask the reception agency if necessary.

Fourth, check and agree on the timetable.

The "Quality Standard for Tour Guide Services" requires that "before the tour group begins to visit, the local escort should check with the tour leader and the accompanying personnel throughout the tour, agree on the local program arrangement, and inform every tourist in time."

Checking and agreeing on the schedule is an important task after the arrival of the tour group, which can be regarded as the beginning of tour guide cooperation between the two places.

When the tour leader or tourists make minor changes or request to add new tour items, the local escort should promptly report to the relevant departments of the reception agency and try to arrange reasonable and satisfactory items; For items that need to be charged, the local escort should explain the reasons to the tour leader or tourists in advance and explain patiently.

When the requirements put forward by the tour leader or tourists are inconsistent with the original schedule and involve the reception scale, the local escort should generally decline and explain that it is inconvenient for us to unilaterally fail to implement them; If there is a special reason, and it is proposed by the team leader, the local escort must ask the relevant departments of the reception agency.

When the reception plan in the hands of the tour leader or the whole escort is inconsistent with that of the local escort, the local escort should report to the reception agency in time, find out the reasons and distinguish the responsibilities. If it is the responsibility of the reception agency, the local escort should truthfully explain the situation and apologize.

Fifth, look at tourism services.

(1) Pre-departure service

1. Arrive at the meeting place in advance.

2. Verify and count the actual number of people.

3, remind matters needing attention

Step 4 assemble and get on the bus on time

(2) Tour guide on the way

1. Reiterate the activities of the day.

2. Landscape guide

3. Introduce tourist attractions

4. Active atmosphere

(3) Tour guides and explanations of scenic spots

1, explaining the matters needing attention in the tour.

2, the tour guide explained

Pay attention to the movements of tourists to prevent them from getting lost.

(4) Work on the return trip

1. Review the activities of the day.

2. Landscape guide

3. Announce the activity schedule for the next day.

Other services of intransitive verbs

Tourists should have a profound understanding of the cultural connotation of tourist destinations in many aspects. Therefore, in addition to sightseeing, other colorful activities, such as tasting flavor, watching entertainment programs and shopping, are also an indispensable part of tourism and a continuation and supplement of sightseeing activities. Local escorts should strive to provide civilized and healthy services for tourists.

Seven, send station service

The quality standard of tour guide service requires: "After the tour group (tourist) finishes the local tour, the local accompanying personnel should make the tourists leave the station smoothly and safely, and the remaining problems should be properly handled in time."

(1) Services before delivery.

1. Verify and confirm the transportation ticket.

2, agreed baggage time.

3. Agree on the departure time, wake-up time and breakfast time.

4. Assist the hotel to settle accounts related to tourists.

5. Return the certificate in time

(2) Check-out service

1, centralized cross-running luggage.

Step 2 assemble and board the bus

3. Farewell service

(3) Farewell service

1, farewell speech

2. Go to the station in advance to take care of the tourists and get off.

Step 3 go through exit formalities

Eight. follow-up work

1, deal with the remaining problems.

Step 2 check

Step 3 summarize the work