20 19 tourist guide card chapter 4 test sites: tourist guide service regulations for tourist attractions

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Tour guides in scenic spots, also called docents (hereinafter referred to as docents), refer to full-time and part-time personnel appointed or arranged by scenic spots [hereinafter referred to as scenic spots (spots)] to provide tour guide explanation services for tour groups or tourists. Tourist guide services in scenic spots (spots) include tourist areas, nature reserves, museums, memorial halls, former residences of celebrities and other places, and are an important part of tourist guide services. Compared with local tour guide service and overall tour guide service, the standard of tour guide service in scenic spots (spots) is relatively simple, which mainly includes three links: service preparation, tour guide explanation and farewell service.

I. Service preparation

Service preparation refers to the guide's explanation of scenic spots (spots) for the reception of visiting tourists, including all kinds of related preparations made by tourists before their arrival. The service preparation of translators includes familiarity, knowledge reserve and material preparation.

(a) familiar with the situation

In order to provide tourists with high-quality tour guide services and leave a good impression on them, the narrator should be familiar with their situation as much as possible before receiving tourists, so as to give targeted tour guide explanations during the reception.

1. Be familiar with the scheduled travel team.

Before receiving tourists, the narrator should carefully check and verify the reception plan and related materials of the tour group received, and be familiar with the overall situation of the group, such as the length of stay, tour arrangements, special requirements and many other details, so as to make the explanation of its tour guide more targeted.

2. Understand the situation of temporary visiting tour groups or individual travelers.

Interpreters should pay attention to the relevant information of temporary visiting tour groups or individual tourists, including the composition of tour groups, the source of individual tourists, occupation, education level and their stay time, tour arrangements, whether there are special requirements, etc., so as to make their own tour guides explain more in line with their own needs.

Knowledge reserve

Interpreters should pay attention to storing all kinds of relevant knowledge in peacetime and strengthen the preparation of relevant knowledge before receiving tour groups (tourists). Although the knowledge that the narrator needs to prepare covers a wide range, before the reception, the staff should be prepared mainly from the following four aspects:

1. knowledge of scenic spots (scenic spots)

Interpreters should be familiar with and master the situation of scenic spots (spots) and the knowledge needed to explain the content. The narrator should focus on preparing relevant knowledge according to the specific situation of this scenic spot (spot). These knowledge belong to natural science knowledge, historical and cultural heritage knowledge, architectural and garden art knowledge, religious knowledge, literature and art, music, opera, dance knowledge and so on. When necessary, the commentator should also prepare cultural knowledge that can be compared with similar scenic spots (spots) at home and abroad.

2. Explain the plan preparation

Interpreters should prepare two or more explanation schemes according to the different requirements of tourists on the length and cognitive depth of explanation, so as to meet the different needs of different tourism teams or individual travelers.

3. Preparation of tourism information

The commentator should try to know the religious beliefs and customs of the region or country where the tourists are located in advance, understand the taboos of the guests, and be polite to the guests.

4 language preparation

Interpreters should explain related technical terms according to the cultural level of tourists on the basis of using Putonghua as the explanation language. In scenic spots (spots) in ethnic minority areas, commentators should also provide bilingual explanation services in ethnic languages and Putonghua according to the use of languages by tourists; For foreign tourists, foreign language interpreters should prepare corresponding language vocabulary and provide tour guide explanation services.

(3) Material preparation

Before receiving the tour group (tourists), the narrator of the scenic spot (spot) should also make material preparations. The material preparation that the commentator should do mainly includes the following two aspects:

1. appears

Before the reception, the interpreter should wear the post sign of the scenic spot (spot) interpreter, dress neatly and appropriately, and wear jewelry and hairstyle according to the principle of the scenic spot (spot); Generally speaking, light makeup is suitable for female commentators. For scenic spots (spots) with dress requirements, the narrator should wear work clothes or designated clothes according to the requirements of the scenic spots (spots).

2. Information and equipment

The narrator should prepare the relevant materials that need to be distributed in advance, such as the guide map of scenic spots (spots), the introduction of scenic spots (spots), the tickets needed by the reception team, etc. If necessary, the narrator should also prepare wireless transmission commentary supplies.

Second, the tour guide explained

Tour guide explanation is the core work of tour guide service in scenic spots (spots), and the commentator should provide high-quality tour guide explanation service for tour groups (tourists) in accordance with the norms of tour guide service in scenic spots (spots).

(a) the tour guide service before the tour

Greeting tour groups (tourists) is the initial contact between the scenic spots (spots) interpreters and tour groups (tourists), and it is also the primary task of providing tour guide services for tour groups (tourists). When the tour group (tourist) arrives at the scenic spot (spot), the commentator should take the initiative to meet and welcome it. The tour guide explanation service provided by the guide before leading the tour group (guide) mainly includes welcoming speech and providing pre-tour service.

1. Welcome speech

The commentator should meet the tour group (audience) at the population area of the scenic spot (spot) and give them a welcome speech on his own initiative. The contents of the welcome speech mainly include: ① welcoming tourists on behalf of scenic spots (spots); (2) introduce my name and unit; ③ Express the sincere desire of scenic spots (spots) to provide services; (4) expressing the hope that tourists will support and cooperate with the interpretation work; ⑤ I wish the tourists a pleasant journey in the scenic spot (spot).

2. Pre-tourism service

Before the tour group (tourists) begins to visit, the commentator should provide them with the following services:

(1) Overview. The commentator should first briefly introduce the basic situation of the scenic spot (spot) to the tour group (tourists), including: ① the opening background (including historical evolution) of the scenic spot (spot); ② The scale and layout of this scenic spot (spot); ③ The tourism value and characteristics of this scenic spot (spot); (4) the location of the tourist destination where the scenic spot (spot) is located and the surrounding natural and cultural landscapes and customs.

(2) Reminder service. The commentator should remind the tour group members of their original tour plan before the tour guide starts, including: ① the time to stay at the scenic spots (spots); ② Main tourist routes; ③ Time and place of assembly after the visit; ④ Matters needing attention during the tour. In addition, the commentator should also remind visitors to take good care of their valuables.

(2) Tour guide explanation service during the tour.

1. Selection principle of tour guide's explanation content

When the commentator leads the tour group to visit the scenic spot (spot), he should choose the relevant tour guides to explain the content according to the specific situation of the tourists and the characteristics of the scenic spot (spot). Generally speaking, there are seven principles for the selection of tour guide content in scenic spots (spots):

(l) Description of the contents of scenic spots (spots) shall conform to the overall requirements of scenic spots (spots).

(2) The contents of tour guides should be properly selected according to the principles of scientificity and authenticity.

(3) The folk stories told should have the historical inheritance of the story source, and should not be fabricated at will for the commercial purposes of scenic spots (spots).

(4) The content of the tour guide's explanation about scenic spots (spots) should be focused to avoid ambiguity caused by homophonic sounds.

(5) If classical Chinese is needed in the explanation, it should be supplemented with popular language.

(6) If the explanation involves some historical figures or events, we should fully respect the original appearance of history; In case of controversial scientific principles, figures and events, neutral words should be used to express them.

(7) If the explanation content is based on the previous research results of others, it should be properly explained in the explanation, so as to facilitate the future use of tourists and intellectual property protection.

2. The skill application of tour guide explanation

Interpreters should pay attention to the application of tour guide explanation skills when providing tour guide explanation services for tour groups (tourists) in scenic spots (spots). These technologies include:

(1) The content should be simple and moderate. In the process of tour guide's explanation, the narrator should focus on the scale and layout of scenic spots, as well as the types and hobbies of tourists, which are simple and moderate.

(2) The explanation language should be accurate and easy to understand. The narrator should use accurate and easy-to-understand language in the tour guide's explanation, articulate clearly and be infectious.

(3) Travel arrangements should be combined with tour guides' explanations. In the tour guide's explanation, the narrator should make the explanation arrangement vivid, combine the explanation with the tour guide, and arrange and control the explanation time.

(4) Attention should be paid to the safety of tourists. Interpreters should always take care of the safety of tourists, so as to: (1) stay with tourists from beginning to end; 2 count the number of people at any time to prevent tourists from getting lost; (3) Give reasonable care to the vulnerable groups such as the old, the young, the sick, the disabled and the pregnant in the tour group; ④ Always pay attention to the safety of tourists, and make safety tips at any time to prevent accidents.

(5) to publicize the knowledge of popular science/cultural protection. The narrator shall publicize the knowledge of environment, ecosystem or cultural relics protection to tourists in combination with the scenery or exhibits of scenic spots (spots).

(6) Answer questions patiently and sincerely. Commentators should answer all kinds of questions raised by tourists in civilized language. Attitude should be patient, friendly and sincere, and tourists should not be neglected, contradicted or driven away, so as to avoid disputes or contradictions with tourists.

(7) Properly handle emergencies. If an accident occurs during the tour guide's explanation, the narrator should contact the relevant departments of the scenic spot in time so that the problem can be properly handled or solved as soon as possible.

3. Car (boat) tour guide explanation service

If the tour group (traveler) requests to be accompanied by an interpreter during the tour, the interpreter should assist the tourists to contact the relevant vehicles or ships. When a tour group (tourist) travels in a scenic spot (spot) by car (boat), the commentator shall:

(i) Assist drivers (or crew members) to arrange seats for tourists.

(2) When tourists get on (ship), take (ship) and get off (ship), remind them of relevant safety matters and pay attention to counting their luggage.

(3) Pay attention to the consistency between the explanation content and the driving (sailing) rhythm, and try to make the explanation sound heard by more tourists.

(4) Try to cooperate with the driver for driving safety (or navigation safety).

(three) watching programs and shopping guide services in scenic spots (spots).

1. Tour guide explanation service for watching scenic performances.

If the tour group (tourists) originally included in the tour watch the program performance in the scenic spot, the services of the narrator shall include:

(1) truthfully introduce the program content and characteristics of the performances in this scenic spot (spot) to tourists.

(2) Organize tourists to enter the venue on time and advocate civilized viewing.

(3) In the process of watching the program, the narrator should stick to his post from beginning to end.

(4) If individual tourists need to leave midway for special reasons, the narrator should make proper arrangements as far as possible.

(five) shall not be forced or disguised to chase tourists to increase the number of performances that need to be paid separately.

2. Tourist guide explanation service when shopping in scenic spots (spots)

When tourists shop in scenic spots (spots), the narrator shall:

(1) Truthfully introduce the commodity contents and features of this area and this scenic spot to tourists.

(2) truthfully introduce the shopping places legally operated by this scenic spot (spot) to tourists.

(3) Do not force or force tourists to shop in disguise.

Third, the farewell ceremony

After the tour, the commentator should give a short farewell speech to the tourists, including thanking the tourists for their cooperation during the tour, soliciting their opinions and suggestions on the tour guide's explanation and the construction and protection of scenic spots (spots), and welcoming tourists to visit again. If the narrator has information about the scenic spots or small souvenirs, he can give them as souvenirs and say goodbye to them warmly.

After the tourists leave the scenic spot (spot), or before the end of the day's work, the narrator shall fill in the Work Log or relevant work records specified by the unit in a timely and earnest manner in accordance with the provisions of the scenic spot (spot); If there are special circumstances, it is necessary to report to the relevant parties of the scenic spot (spot) in a timely and truthful manner.

situation

According to the plan, the tour group of a tourism association will take K22 bus from City A to City B at 9: 30 on May 12, and City A will accompany Xiao Wang to leave the hotel at 8: 00. However, when all the tourists got on the tourist bus at 8 o'clock, Xiao Wang had not arrived yet. Everyone waited for a while before Xiao Wang hurried from outside the hotel. After getting on the bus, he counted the number of people and asked the escort about the luggage of the group. Then he gave a farewell speech to the group of tourists and said, "Good morning, ladies and gentlemen! Now let's go to the railway station and take the K22 train at 9: 30 to B city. You must have had a good time in the past two days. I am very grateful for your cooperation and support in my work. There is an old saying in China: It's a pity to meet each other late. We understand. What is the relationship between acquaintances? . In just two days, we got to know each other better.

Solution, became friends. On the occasion of parting, I sincerely welcome you to have the opportunity to visit our city again. I'm glad to serve you again. Now I will sing a song for you. I hope you have a wonderful trip! Ladies and gentlemen! The train station is here. Please take your luggage and get off. "

Source: Xiong Jianping, Tour Guide Practice and Cases Hubei Education Press [M], 20 14,

Comment and analysis

Xiao Wang, as a local escort, meets the requirements of the guide service specification in the shuttle service in the station: ① count the number of tourists in the group after getting on the bus; (2) deliver a farewell speech to tourists on the tourist bus; Wake up before getting off. Tourists should take their belongings with them. However, there are still many shortcomings: ① he was late, so that he failed to check the luggage of the tour group and handle the relevant handover procedures with the tour leader, failed to remind tourists to settle accounts with the hotel and return the room keys, failed to remind tourists to take their belongings and certificates with them when leaving the hotel, failed to help tourists deal with possible problems, and failed to stand in front of the car door to greet tourists and help them get on the bus; ② Review the activities of tourists in A city in the past two days when sending farewell speeches; (3) Failing to issue the Tourism Service Quality Evaluation Card to tourists to solicit their opinions and suggestions.