Does the future tourism industry still need tour guides?

Navigation, LBS self-help tour ... At present, people can use more and more scientific and technological means on the journey, whether they are traveling with a group or self-help tour. There is even a view that "tourists can travel without a guide." Is the tour guide service really out of date?

Scientific and technological means lack "human touch"

For a long time, some tourists have defined tour guides as "tour guides" and "interpreters". In their view, with the endless stream of scientific and technological means, especially the application of electronic tour guide equipment in scenic spots, there is really no need for tour guides to exist.

Jin Jing, assistant general manager of the inbound tour center of Shanghai International Travel Service Co., Ltd., has won the titles of national excellent tour guide and Expo gold medal tour guide. After graduating from college, she entered Shanghai International Travel Service and received countless tourists from all over the world. In her view, smart tourism means such as electronic tour guides have little impact on the existing tour guide services.

"Tour guides can generally be divided into story-based and intelligent. In museums, science and technology museums and other scenic spots, electronic navigation equipment can provide a more comprehensive and complete introduction. However, in some scenic spots based on stories, relying solely on electronic navigation equipment will be' dry' and lack interaction and communication with tourists. " Jin Jing said, "Take Yu Garden as an example. When the tour guide explains, many people's story lines can be interspersed, while electronic tour guides are generally only practical. "

Jin Jing also gave an example to reporters: the dragon wall is a major feature of Yu Garden. There are five dragon walls in the whole garden. When the tour guide explains, he will take the tourists to look for the dragon walls hidden in all parts of the park, so that the tourists can experience the fun of exploring and interacting. Lying on the mountain dragon, wearing Yunlong, playing with Pearl Shuanglong, sleeping on the dragon ... In addition to introducing the characteristics of each dragon, the tour guide will also tell tourists the story of building the dragon wall. "In addition, the tour guide also combined the ancient furniture of Yuyuan Garden with the Ming and Qing Furniture Museum of Shanghai Museum to let modern people know the lifestyle of ancient people." Jin Jing said.

As an old brand in travel agencies, Cang, general manager of Shanghai International Travel Service, stressed that although e-tourism has rich knowledge introduction, it lacks the "human touch" that some tourists like. A good tour guide will give visitors a more vivid travel experience.

When reporters visited some scenic spots in Shanghai, they also found that many tourists have a self-help tour guide as soon as possible. But when the tour guide speaks vividly, even if it is not his own team, tourists can't help but surround themselves.

As one of the service brands of Shanghai Datong Travel Agency, Lu Xiaowen can always arrange explanations according to the age, gender and hobbies of tourists. "Besides the general introduction, the tour guide can also answer the tourists' questions in time," Lu Xiaowen said. Lu Xiaowen also has his own opinion on the overwhelming strategy of tourist destinations on the Internet: "Tourists can refer to the strategy, but they can't rely on it completely. Because the raiders are all personal preferences, such as some dishes, not everyone likes them. The introduction and explanation of tour guides are more objective and comprehensive. "

Of course, tour guides sometimes encounter embarrassment when explaining. Yang Changqing is the director of the tour guide management department of Shanghai Datong Travel Agency. She once received a complaint about the tour guide's explanation. Tourists reported that the tour guide said something unrelated to the scenic spot during the explanation. Later, after investigation, it was found that the tour guide was on the way to the hot spring, so I shared some interesting hot spring cultural events at home and abroad with you. "Because of different education levels, the art of explanation is not understood by every tourist." Yang Changqing was somewhat helpless.

The tour guide service is still "needed"

Traveling abroad, even if it is free travel, many tourists also want to choose the tour guide service provided by the destination travel agency. These tour guides have a deep understanding of the local area and can help tourists solve many problems.

"The core value of tour guides lies in internalized service. As long as we grasp the progress brought by technology and maintain the service concept of keeping pace with the times, the tour guide service will never be outdated and the tour guide will still be' needed'. " Yang Changqing, who has been a tour guide for 30 years, said this.

For travel agencies acting as intermediaries, the resources really in their hands are pitiful. Many people in the industry have pointed out that only tour guide service is the resource that travel agencies really control.

Tourism is people's feelings about the outside world and needs communication between people. "Every time a tourist gets on the bus and sits down, I have to pull up the handrails of all aisle chairs to prevent tourists from walking while driving, which is very dangerous. Also, the luggage on the rack will be checked one by one before driving. Do this every time, and tourists will naturally respect the tour guide. If you can convince tourists of the professionalism of the tour guide, they will cooperate with you more. " In Lu Xiaowen's view, 99% of tourists are reasonable friends, not enemies who stand on the opposite side of tour guides. Tour guides should treat tourists with sincerity. In case of unexpected situations, such as poor car condition and problems with the reception of scenic spots, they will even help the tour guide in turn.

"In addition to basic standard services, tour guides should also pay attention to the age structure and educational level of tourists and provide customized services." Yang Changqing said, "We encourage tour guides to give tourists more surprises and bring differentiated travel experiences. For example, I met a tourist's birthday during my trip and sent a birthday card. "

"Tour guides need to constantly recharge themselves and improve themselves. In addition, tour guides should also be sensitive to new technologies of smart tourism. " Song Xiaojun, general manager of Shanghai Travel Agency, said, "For example, tour guides can download the latest travel applications on their mobile phones, and tourists can query them immediately when they need them; Improving your photography level and becoming a tourist's photography assistant are all new skills that tour guides should master. "

A tour guide should be a "guide"

Stress, high demands and low income are the descriptions of many tour guides' living conditions. There is no denying that the whole society is biased against the profession of tour guides. College graduates with good conditions and high quality are often reluctant to engage in the profession of tour guide.

"If the value of tour guides is improved, their status can be improved and their income can be increased. This requires us to re-recognize and position the profession of tour guides. " He Yiwei, deputy general manager of Shanghai Datong Travel Agency, pointed out that "tour guides should be leaders in the tourism industry, not just people who lead the way."

Tour guide service tests the comprehensive knowledge structure, organization and coordination ability and emergency handling ability of tour guides. At present, tourists have higher and higher requirements for tour guide services. Some tour guides' innovative ability can't meet the requirements of tourists, and some tour guides with low literacy and level are even alienated into "pushers" in the eyes of tourists.

In He Yiwei's view, the career orientation of future tour guides should be high-end and educated service posts. It is not enough for a tour guide to recite several books and get a tour guide card. "We can introduce high-end talents from other service industries, such as tourists and outdoor tour leaders." He Yiwei said.

"Tour guides should be tolerant of loneliness and plan their career step by step." Jin Jing said that after the tour guide of Shanghai International Travel Service joined the company, it would take at least three or four months to join the group and disperse it, and then it would take two or three years to join the small group.

Products and services can be said to be two sharp tools of traditional travel agencies, both of which can not be separated from the support of tour guide services. The information that tourists get from other channels cannot offset the demand for tour guide services. "In the future, it is not excluded that travel agencies will launch such tourism products, such as' tour guide services'. Whether it is a travel team or a freelancer, as long as there is a demand for tour guide services, travel agencies can tailor them. " Song Xiaojun said.