Tour guide business: Chapter VII-Handling individual requirements of tourists-Section II

The second quarter catering, accommodation and entertainment personalized demand processing

Tourists have many requirements in life and entertainment, because eating well and having a good rest are the basic guarantee for the smooth progress of tourism activities, while entertainment activities play a icing on the cake. Tour guides should attach great importance to the individual requirements of tourists and try to meet them earnestly and enthusiastically.

First, deal with personal needs in catering.

(1) Special dietary requirements

Due to religious beliefs, national customs, living habits, physical condition and other reasons, tourists from different countries and regions will put forward various special requirements in their diet, such as not eating meat, greasy and spicy food, pork, mutton or other meat, and even salt, sugar, pasta and so on.

1. According to the agreement, it should be strictly observed.

If the special dietary requirements of tourists are clearly stipulated in the travel agreement, or put forward before the arrival of the tour group (tourists), and the parties agree, they should make preparations as early as possible, implement specific matters, and meet the special dietary requirements of individual travelers to the letter.

2. Put forward after arrival: actively assist in solving the problem.

After the tour group arrives, some people make special dietary requirements, depending on the situation. Generally, tour guides will contact the relevant restaurants to try their best to satisfy them. When there are real difficulties, the local escort can help him solve them. For example, it is suggested that he order his own food in the zero-point restaurant, or take him to a nearby restaurant (designated tourist restaurant) to eat or buy the corresponding cake, but it is necessary to explain in advance that the expenses are paid by himself.

(2) Ask for a meal change.

Tourists demand to change Chinese food into western food and change light meals into flavor meals. The tour guide should ask the travel agency clearly and explain the cost to the tourists. After the tourists agree, meet their requirements for changing meals.

(3) Ask for a separate meal

Some tourists either don't fit in, or they don't adapt to Chinese food, or they don't adapt to the way Chinese food is eaten, or they have conflicts with group members and ask for separate meals. Some tourists ask for a separate meal, and the tour guide wants to ask why. For the first two cases, we should patiently explain and suggest that they dine with the group; For conflicts, the local escort should persuade or ask the team leader to persuade or adjust the number of tables. Visitors insist on dining alone and can help themselves, but they should be told that the meal fee is self-care and the comprehensive service fee is not refundable.

(4) Providing food delivery service.

If tourists are sick, tour guides or hotel service personnel should take the initiative to bring meals into the guest room to show their concern. If a healthy tourist requests room service, the tour guide should contact the restaurant. If this service is available, it can meet his requirements, but he should inform the tourists that the difference between the service fee and the possible meal fee will be borne by him.

(5) Ask to taste the flavor at your own expense.

Tourists ask to taste the flavor at their own expense, and tour guides should actively assist and try their best to meet their requirements.

1. Please make an appointment with the travel agency.

The local escort will tell the tourists' requirements to the relevant personnel of the travel agency and ask them to quote (including flavor meals, fares, service fees, etc. ), and then explain the cost to the tourists. If you accept it, please ask the travel agency to make an appointment, and the local escort will take the tour group to the flavor restaurant according to the agreed time.

2. The local escort helps the tourists to book the flavor meal.

After the local escort has booked the flavor meal for tourists, you can go by yourself or take them to the flavor meal. In either case, the local escort must explain to the tourists that they should arrive at the restaurant at the appointed time after the flavor meal is booked, and compensate for the loss of the restaurant (the closer to the meal time, the more the loss will be compensated).

(6) Request to postpone the dinner time

If it is reasonable for tourists, especially western tourists, tour guides should contact the restaurant and try their best to satisfy them. However, some restaurants receive more tour groups and provide meals in batches. If a tour group wants to postpone dinner time, it may be difficult to arrange it. The local escort should explain it clearly to the tourists.

(7) Increase the number of dishes and drinks.

When tourists ask for more dishes and drinks, they should meet their requirements, but the local escort should explain that the expenses are their own.

(8) Asking not to dine with the group.

Tourists ask not to dine with the group, and the tour guide should ask the reason, which can generally meet their requirements, but it should be clear that the cost of dining elsewhere is self-care and the original meal fee is not refundable.

Second, for individual housing requirements

(a) request to change the hotel

Generally speaking, the travel agreement will clearly stipulate which hotel the tour group will stay in and what level of room they will enjoy during their stay in Beijing. If the hotel arranged by the reception agency is lower than the agreement or housing standard, even if it is the same hotel but not the one indicated in the agreement, tourists will definitely question and ask for a change of hotel. At this time, the tour guide should be replaced according to the decision of the tour group, or explain the reasons and put forward the compensation conditions.

In addition, if the sanitary conditions of the hotel are too poor, or there is a big construction site next to it, the noise is too loud, which will affect the normal rest of tourists. If tourists insist on changing hotels, the reception organization should properly solve it.

(2) Request to change rooms

1. Poor sanitary conditions

If bugs, fleas, cockroaches and mice are found in the house, it proves that the sanitary conditions here are too poor. If tourists want to change rooms, they must meet their requirements and change hotels if necessary.

2. Facilities and cleanliness are defective.

Tourists need to change rooms because of the defects of facilities in the room, the substandard disinfection of the bathroom, and the uncleanness of the room. The local escort should ask the hotel attendant to repair the facilities immediately, disinfect and clean the room again; If the tourists are not satisfied, the local escort should contact the relevant departments of the hotel to solve it properly.

3. Not satisfied with the floor and room orientation.

Tourists are not satisfied with the floor or orientation of the house and ask to change rooms. Generally, the escort should ask the team leader or the full escort (domestic group) for internal adjustment; You can also contact the relevant departments of the hotel. If there are any vacancies, please meet them as appropriate. If there are difficulties, the reasons should be explained.

Some hotels located in scenic spots have different room rates for rooms with different orientations. If tourists want to change rooms with different orientations, the local escort should explain the price difference and so on.

(3) Standard rooms with higher requirements.

1. It is required to stay in a room in the same hotel that is higher than the contract standard.

Tourists want to stay in rooms in the same hotel that are higher than the standard stipulated in the contract. Local escorts should contact the hotel. If there is a vacant room, it can be met, but it must be clear in advance that the difference in the room is paid by the tourists themselves. If the hotel doesn't have the rooms requested by tourists, please explain clearly and ask for their understanding.

3. Shunting activities

If tourists agree to participate in recreational activities alone, local escorts should provide convenience as much as possible. For example, two venues are on the same route, and the time is similar. The local escort should discuss with the driver to send some people to the venue first, and then send others. If it is not on the way, the coach should ensure that the tourists are sent to the planned activity place, but the local escort should assist the requesting party in arranging the car and explain in advance that the fare will be taken care of by itself.

(2) Unplanned entertainment activities

Tourists request to participate in recreational activities at their own expense, and local escorts can:

1. Please receive the travel agency.

When tourists request to go to large entertainment places or places with complicated situations, the local local escort will contact the relevant departments of the travel agency, let them quote, and then explain the expenses (ticket fees, fares, service fees) to the tourists one by one. After the tourists are approved, please make an appointment with the reception agency and be accompanied by local escorts.

Help yourself solve the problem

Local escorts can also help tourists contact to purchase tickets and arrange vehicles according to the unified standards of travel agencies; Remind tourists to bring their hotel cards, don't disperse their activities, don't come back too late and pay attention to safety; To be clear, all the expenses are borne by the tourists themselves.

Case A few years ago, a tour group arrived in K city on 2 1 morning, visited the scenic spots in the morning and had free activities in the afternoon, watched a cultural performance at 19: 30 in the evening, and left by an early flight the next day. The day of arrival coincided with the local national festival, and the night was an all-night bonfire party with wonderful songs and dances and other cultural programs. Some tourists asked to watch ethnic festivals in the afternoon, give up the cultural performances planned in the evening and attend the bonfire party, hoping to send a car to pick them up.

Tour guides handle this requirement in this way: meet the requirements of some tourists and remind them to respect the customs and habits of local nationalities; If you are free in the afternoon, you can watch ethnic festivals, and the local escort will assist in arranging vehicles at your own expense; The location of the bonfire party after dinner is on the same route as that of the planned cultural performance, and the time is basically the same, so the requirements of their car delivery are met; However, tourists should return to the hotel by themselves, and the local escort reminds them to remember the return route, hotel name and telephone number; Remind tourists not to disperse their activities and pay attention to safety; Remind them not to go back to the hotel too late, let alone stay overnight, so as not to delay the flight the next morning.

(Comment) The tour guide handled the tourists' requirements correctly. However, in handling such a request, we should also pay attention to two points: if the bonfire party is not on the same route as the planned performance, the tour guide should arrange vehicles for it, and the expenses should be paid by the tourists; If possible, the local escort and the full escort are accompanied separately.

(3) Asking to go to unhealthy entertainment places.

If tourists propose to go to unhealthy entertainment places, tour guides should take them seriously and handle them correctly.

1. You must provide tourists with any information about unhealthy entertainment places, and you must not lead individuals to be unhealthy.

Hu's entertainment venues, but also can not lure a few people to abnormal nightlife.

2. However, it is illegal to refuse such requests and clearly inform them that such requests violate China's ethics, and such activities are illegal.

3. Individuals go to unhealthy entertainment places and warn them that if they insist on going to such places, all consequences will be at their own risk.

4. Tourists gather in hotel rooms to gamble, and tour guides are not allowed to participate; In addition, once such activities are discovered, they must be reported immediately.