What are the main responsibilities of tour group leaders?

Team leaders need to have the ability to deal with special problems and emergencies. Please read the following carefully, hoping to help you.

1. What are the individual requirements of tourists? What are the personalized requirements of tourists? What principles should tour guides follow when dealing with tourists' personalized requirements?

The individualized requirements of tourists refer to the temporary requirements put forward by a single tourist or a few tourists in the process of tourism because of the special needs of tourism life after the tour group arrives at the tourist destination. The personalized needs of tourists are diverse and random in time. How to deal with these personalized requirements is not only a test of tour guides' ability to deal with problems, but also a test of tour guides' service quality. Therefore, no matter how difficult or unreasonable the individual requests made by tour guides to tourists, they should be given enough attention and dealt with in a timely and reasonable manner, so that satisfied tourists can be happy, dissatisfied tourists can understand the efforts of tour guides, and those picky tourists can be blameless. Therefore, when dealing with the personalized requirements of tourists, tour guides should not only pay attention to the ways, methods and skills, but also follow some necessary principles, so as to keep a clear head, handle them properly and achieve better results.

The personalized requirements of tourists can be roughly divided into three situations: one is the reasonable requirements that can be met through the efforts of tour guides; One is a reasonable but difficult requirement; One is unreasonable demands. For these three situations, tour guides should deal with them according to different principles.

1. The principle of trying to meet the demand

Trying to meet the needs of tourists is the basic principle of tour guide service, which should run through the whole tour guide service. If the individual requirements put forward by tourists are reasonable and can be achieved through hard work, tour guides should try their best to meet the requirements of tourists. Tourists are the main working objects of tour guides, and it is the main task of tour guides to meet their requirements and make them enjoy their tour life happily. As long as the requirements put forward by tourists are reasonable and possible, even if they are difficult, tour guides should try their best to meet them. Many tourists use "

"Don't disturb others" is the motto of life, and it is often not easy to ask for help. When you ask, it means that they really need the help of a tour guide, so the tour guide must not take their request lightly. Tourists who ask nothing don't need the help of the staff, but they don't want to ask for help. Therefore, tour guides should carefully observe the words and deeds of tourists, try to understand their psychological activities, and provide them with the tasks they need even if they don't ask. If the tour guide can do this, his work will certainly be highly praised by tourists.

Carrying out the principle of striving to meet the needs of tourists is particularly important for some special teams, such as VIP tour groups, disabled tour groups and newlyweds tour groups. Because the personalized requirements of such tour groups are different from those of ordinary tour groups, we try our best to meet their personalized needs. Requirements, can have a greater impact on the image of the destination country and the reputation of travel agencies.

2. Listen carefully and explain patiently.

Most of the requirements put forward by tourists are reasonable, but some of them are reasonable, but they are too harsh, which makes the work of tour guides more difficult. Some requirements seem reasonable, but these services are not stipulated in the travel contract or cannot be provided in China at present. Some people, out of a certain mentality, criticize and criticize the work of tour guides.

For the above requirements, the tour guide should listen carefully, and don't accuse the tourists of asking too much or explaining it without listening; Second, smile, don't express disgust when you hear unpleasant words, and add unpleasant words; Third, we should patiently explain, patiently and realistically explain reasonable but impossible requirements, and don't refuse on the grounds of "impossibility". In short, tour guides should not make such demands on tourists impulsively.

There are inevitably unreasonable people in the tour group who deliberately put forward some unreasonable demands to make things difficult for the tour guide.

For unreasonable demands, the tour guide should remember that he is the host, but the host should have the host's warm and hospitable attitude, be measured by the host and be polite to the tourists. Tourists can be picky and even quarrel, but as the host, the tour guide must remain calm, always be reasonable, favorable and restrained, and adhere to the principle of being neither humble nor supercilious. Under normal circumstances, tour guides should treat guests rationally, do not quarrel with guests, and must not confront them head-on, so as not to affect tourism activities and cause adverse effects. For unreasonable troublemakers, tour guides should continue to provide warm service and try their best to meet their reasonable and possible requirements.

If individual tourists make unreasonable troubles and affect the normal activities of the tour group, the tour guide will not ask the tour leader to help solve the problem, or directly face all the tourists and ask them to uphold justice. This requires tour guides to provide warm and thoughtful services and long-term services to tourists in peacetime. At this time, tour guides often get the appreciation and support of most tourists, objectively isolating demanding and unreasonable people. When encountering difficulties, the tour guide should report to the leader and ask for help.

Second, deal with the personalized needs in catering.

1. A tourist suggested eating vegetarian food. How should the tour guide treat this requirement?

2. A tourist thinks that the food of the tour group is not palatable and asks for a separate meal. What should the tour guide do at this time?

Due to religious beliefs, living habits, physical condition and other reasons, some tourists will put forward special dietary requirements, such as not eating meat, greasy and spicy food, pork or other meat, or even salt and sugar.

If there are civilized requirements in the travel agreement, the receiving travel agency must make arrangements in advance, and the local escort should check the implementation before the reception. Under normal circumstances, the local escort can contact the restaurant and try to satisfy it if possible; If there are difficulties, local chaperones can help them solve them themselves.

If tourists ask for a meal change because the food is not delicious, the tour group should ask for a meal change 3 hours before the meal, and the local escort should contact the restaurant as much as possible and handle it according to relevant regulations; Visitors should not accept the request of changing meals when they are near the meal, but the tour guide should explain patiently; If tourists still insist on changing meals, the tour guide can advise them to order at their own expense. Visitors are required to add vegetables and drinks during meals, but the expenses are self-care.

Due to contradictions within the tour group or other reasons, individual tourists request to eat alone. At this time, the tour guide should explain patiently and tell the tour leader to ask for mediation; If the tourist insists, the tour guide can help him contact the restaurant, but the meal fee is paid by himself and the comprehensive service fee is not refundable.

3. Requirements for handling individual housing?

1. A tourist expressed dissatisfaction when he found that his room was below the agreed standard. What should a tour guide do?

2. When a tourist who lives in a double room lives in a single room because his living habits are different from those of another tourist, how should the tour guide treat him?

Group tourists travel to a place, what star-rated housing they enjoy, and there are clear provisions in the travel agreement, even in which city and hotel they live. Therefore, even if the rooms provided by the host travel agency to the tour group meet the standards, tourists will be dissatisfied if other hotels with the same star rating are used instead of the hotels specified in the agreement. If the rooms provided are below the standard, tourists will have more complaints, and the travel agency must be responsible for replacing them. If there are difficulties, it is necessary to explain the reasons and put forward compensation conditions.

Visitors who live in a double room ask for a single room. If the hotel has a vacant room, it can be met, but the room rate is self-care. When roommates ask for a single room because of contradictions or different living habits, the tour guide should ask the tour leader to mediate or make internal arrangements; If the mediation fails, the hotel has a vacant room to meet its requirements, but the tour guide must explain in advance that the room fee will be paid by the tourists themselves (generally, whoever wants a single room will pay the room fee).

Fourth, the handling of personal needs in shopping.

1. Some tourists ask to go out shopping at night. What will the tour guide do?

2. An overseas tourist took a fancy to an ancient China calligraphy and painting at a tourist attraction booth and was bargaining with the stall owner. When he saw the guide coming, he asked his advice. How should the tour guide express his position at this time?

3. An Australian Chinese visiting with the delegation wants to buy some Chinese patent medicines from Beijing Tongrentang and take them abroad. What customs regulations should the tour guide inform him?

When tourists ask to go out shopping alone, the tour guide should assist them and be a good shopping consultant, such as suggesting which shopping mall to go to, arranging taxis for them, and writing a note for them to take (the name, address and hotel are stated on the note). However, when the tour group is about to leave the local area, the tour guide should discourage tourists from going out shopping alone.

Overseas tourists want to buy antiques or antique works of art, and the tour guide will take them to the cultural relics store to buy them. After purchasing the goods, they should be reminded to keep the invoices. If there is a wax seal, don't remove it for customs inspection. If tourists want to buy antiques in the stalls, the tour guide should discourage them and inform China Customs that if they bring cultural relics exported from China (including used books, calligraphy and painting, etc.). ), they have to submit to the customs the firm certificate of China's cultural relics management department, otherwise they are not allowed to take them out of the country, and the stalls can't provide them with such certificates. If it is found that individual tourists can smuggle cultural relics, the tour guide must report it to the relevant departments in time.

When overseas tourists want to buy Chinese herbal medicines and proprietary Chinese medicines, tour guides should inform China's customs regulations; When leaving the country, the inbound passengers shall submit to the customs the invoice stamped with the "Special Seal for Purchase of Foreign Exchange" uniformly printed by the State Administration of Foreign Exchange, and shall not take out articles exceeding a reasonable amount for their own use (if leaving the country, the total value shall be limited to RMB 300 yuan; To Hong Kong and Macao, the total value is limited to RMB 150 yuan).

5. Should tour guides meet the demands of tourists' free activities? How should they be handled separately?

When tourists who take part in group tours ask for free activities or independent activities for various reasons, tour guides should properly handle them according to the principle of "rationality and possibility" according to different situations, and seriously answer tourists' inquiries and make suggestions to meet their requirements as much as possible.

Some tourists in the tour group have visited a scenic spot in China many times. So I hope not to join group activities. If you remind them to bring their hotel badge, write a note to the tourists (write down the name and address of the destination and the name and telephone number of the hotel where they are staying) to help them find a taxi and remind them of the time and place for dinner.

After arriving at a tourist spot, if the individual wants to travel freely or not take photos according to the prescribed route, they can meet their requirements when there are not many tourists and the order is not chaotic. The tour guide should remind them of the time and place of assembly and the number of the tour bus. If necessary, leave a note stating the time, place and train number of the meeting, as well as the name and telephone number of the hotel in case of emergency. If there are no activities in the evening, when tourists ask for free activities, the tour guide should advise not to go too far, not to go to chaotic places, and not to return to the hotel too late.

In some cases, tourists should be discouraged from moving freely.

1. If the tour group plans to visit another place, or if the tour group is about to leave the local area, if someone asks to stay in the local area for activities, the tour guide should persuade them to act with the group because it involves too much, so as not to affect the smooth progress of the tour group's activity plan.

If the local security is not ideal, tour guides should discourage tourists from going out for activities, let alone activities, but they must explain the situation realistically.

Tourists should be discouraged from moving freely in complicated and chaotic places.

It is not advisable for tourists to ride bicycles alone in unfamiliar busy streets.

3. When tourists ask for boating or swimming in the non-swimming area when crossing the river or lake, the tour guide can't promise, and can't accompany several people boating and swimming regardless of the tour group.

Tourists ask to visit areas and institutions that are not open to the outside world, and tour guides shall not allow such requests.

In short, when the above situation occurs, the tour guide should patiently explain to the tourists, explain the reasons and avoid misunderstanding.

Six, visit relatives and friends, relatives and friends needed for group activities.

1. When overseas tourists ask a tour guide to help them find their relatives and friends in China, how will the tour guide help them?

2. What should tour guides do when overseas tourists ask their relatives and friends in China to take part in local or next-place tourism activities?

When tourists arrive at a certain place, they want to visit their relatives and friends there, which may be one of the main purposes of their trip to a certain place. When tourists make such requests to tour guides, they should try their best to meet them.

1. General treatment method

If the tourists know the names and addresses of relatives and friends, the tour guide should assist in contacting them and explain the specific bus route to the tourists. If the tourist only knows his name or some clues, but the address is unknown, the tour guide can ask the public security household registration department to help him find it through the travel agency, and inform him in time and help him contact; If you can't find it during the tour, you can ask the tourist to leave his contact address and phone number and inform him when you find his relatives and friends.

If overseas tourists want to meet their domestic counterparts for business negotiation, contact work, donation or other activities, the tour guide should report to the travel agency and give active assistance under the instructions of the tour leader.

When overseas tourists come here to visit celebrities, tour guides should understand the purpose of tourists' requirements and report to the tour leader, and handle them according to the regulations.

2. Matters needing attention

When helping foreign tourists meet relatives and friends or peers, tour guides generally do not participate in the meeting and have no obligation to translate.

If a foreign tourist asks to meet a foreigner in China or an ambassador or consular official in China, the tour guide should not interfere; If you need help, the tour guide can help; If foreign tourists kindly invite tour guides to participate in activities organized by embassies and consulates, tour guides should first ask the leaders and get approval before going.

Some tourists, after arriving in a certain place, want their relatives and friends to join group activities and even travel abroad. When tourists make such requests to tour guides, tour guides should handle them according to different situations.

Get the consent of the tour leader and other members of the tour group first.

Contact the relevant departments of the travel agency. If there are no special circumstances, you can go to the travel agency to go through the formalities of joining the group; Show valid certificates, fill in forms and pay fees.

If foreign diplomats travel with a group, they should consult the travel agency and strictly abide by the relevant regulations of our government.

Seven, tourists asked to leave the group halfway.

1. What should a tour guide do if a foreign tour group requests to return home early due to the sudden death of their family members?

2. What should the tour guide do if a passenger asks to leave the group halfway because his unreasonable demands are not met?

Due to illness changes, family accidents, urgent need for work or other special reasons, tourists who need to leave the tour group in advance and suspend their tour activities can be satisfied after consultation between the host travel agency and the tour group agency. As for the comprehensive service fee that is not enjoyed, according to the provisions of the travel agreement, it can be partially refunded or not.

When tourists leave the group early without special reasons, but fail to meet certain requirements, the tour guide should cooperate with the tour leader to persuade them to continue traveling with the group; If the host travel agency is really responsible, it should try to make up for it. If unreasonable demands are made on tourists, they should be patiently explained; If persuasion fails, tourists who insist on quitting the group can meet their requirements, but they should be informed that the comprehensive service fee they have not enjoyed will not be refunded.

No matter why foreign tourists leave the group ahead of time, the tour guide should, under the instructions of the tour leader, help them to re-book flights and seats and go through the departure procedures such as separation visas, but the expenses are borne by the tourists themselves.