Guide the knowledge of service etiquette

Guide the knowledge of service etiquette

① gfd is good. Dress appropriately and neatly, and show certificates. When providing services for tourists

Guide the knowledge of service etiquette

Guide the knowledge of service etiquette

① gfd is good. Dress appropriately and neatly, and show certificates. When providing services for tourists, we should smile, be warm, dignified and generous.

② The explanation is accurate and smooth. Familiar with business and wide knowledge. Explain the contents in a healthy and standardized way, enthusiastically introduce and answer tourists' questions or inquiries, be patient and meticulous, and be unhurried; For tourists' questions, try to answer and answer; Apologize for the questions that can't be answered, and say that you will give a satisfactory answer next time; When communicating with tourists, be sincere and humble, and express yourself appropriately, for example, would you please show me around? 、? Please a little faster. Is it closed? 、? Welcome to come again next time? Wait a minute.

③ Active and enthusiastic service. Arrange travel itinerary and daily life to meet the needs of tourists. Take the initiative to care for and help tourists with special needs, such as the elderly, children and the disabled, and actively help them solve practical difficulties in tourism. Respect the religious beliefs, national customs and living habits of tourists, and take the initiative to show friendship and respect with their own manners and etiquette. When Lu Yu encounters a dangerous situation, he will take the initiative to remind and evacuate tourists in time according to regulations to ensure the safety of tourists. In the explanation, feudal superstition and vulgar content are not mixed. Do not introduce unhealthy entertainment activities to tourists. In the process of traveling, tourists are not induced or forced to shop; It is not allowed to change the plan and lower the service standard without authorization. Kindly remind tourists to travel in a civilized way. When encountering complaints from tourists, we should maintain a modest and restrained attitude, listen carefully to each other's demands, solve their reasonable demands in time, and politely refuse unreasonable demands.

Cooperation skills of tour guide service

Full cooperation with tour groups is mainly reflected in two aspects: first, active communication and friendly cooperation; The second is to respect the whole journey and take care of life.

I. Cooperation with overseas team leaders

Overseas tour leaders are personnel sent by overseas travel agencies, who are responsible for supervising the reception quality in various places, coordinating various relationships between the team and local travel agencies and local tour guides, and ensuring the smooth progress of the team's tourism activities. For the local tour guide, how to bring the tour group to the local area to make the guests happy and leave with satisfaction should also be his first consideration. It can be seen here that the purpose of tour guides and tour leaders is the same, that is, to ensure the smooth progress of group tours. Therefore, under this premise, we might as well learn from the cooperation skills of Mr. Wang Lianyi, a senior domestic tour guide translator: respect, support, concession, resistance and airing.

( 1)? Where to? With what? Keep?

Under normal working conditions, the tour guide, as the host, should take the initiative to negotiate with the tour leader to show respect. For example, he should take the initiative to discuss the itinerary with the tour leader and ask the tour leader for advice to adjust the itinerary when there are changes. Usually, I also say something nice about the team leader in front of the guests. This made the tour leader feel the sincerity of the tour guide and gave him a kind return. This cooperation is pleasant.

(2)? Let the air dry?

When the team leader ignores the interests of the team, the tour guide should adopt these working methods: make the tour guide feel restricted. Can't help you? Then do a good job to minimize the loss of tourists; ? Strive for the support of most tourists, and cooperate with the team leader while doing your job absolutely. Challenge? ; ? What should the tour guide take after the protest? Hang up? Talking and laughing with tourists as if nothing had happened, not mentioning the conflicts that have happened, and taking away the leader's strategy? Hang up? Until this group of people was sent away. This is a kind of? Edge? Tao, you can't use it unless you have to, but you would rather take the first choice? .

For example: 1992 Mr. Wang Lianyi led the French delegation in Guilin. Who is the leader? China pass? . On the way back from Yangshuo, the tour leader grabbed the microphone and told everyone about the ethnic minorities in Guangxi. Mr. Wang agreed. When talking about the ancient marriage customs of Miao nationality, the tour leader particularly emphasized the existence of young men and women. March third? I fell in love with this song at first sight and broke up. In the coming year, the woman must take care of the children by herself, and the lover will take the children home and get married formally. Otherwise, she will no longer associate. The expression and tone of the leader's story clearly showed contempt and ridicule. Maybe she thinks that Miao people have no concept of chastity, so the guests burst into laughter.

Mr. Wang immediately asked for the microphone and said, I think so? Do as the lady says. Supplement? Considering the face of the group leader. Why do Miao people have to hold their children on blind date? Because they live in the mountains and forests, the natural conditions are very bad, the productivity is particularly low, and the production level is very backward. In this case, if they want to maintain the minimum living conditions, they have to place more hopes on human production. If a couple and a woman cannot have children, who will support them when they are old? The Miao nationality's ancient habits were formed in the harsh living and production environment. In other words, the economic base determines ideas, and the level of production determines customs. In other words, if you French people had lived there, you would have tried to make other girls prove her fertility? At this time, applause and sincere laughter broke out among the guests.

Second, cooperation with team drivers.

The local tour guide left the group, and the driver was a local comrade-in-arms during the trip. Under the background of the expanding scope of tourist attractions and the continuous development and promotion of new routes, the dependence of local tourism on vehicles has increased.

For tourists, the tour bus service is a part of the overall service provided by local travel agencies. If the vehicle is not running smoothly, tourists will think that there is something wrong with the service of the travel agency. Therefore, the cooperation between tour guides and drivers is very important, which is not only the quality of tourism services provided by * * *, but also the basis for further cooperation between clubs and teams in the future.

In cooperation with drivers, tour guides should pay attention to the following issues:

(1) Make full preparations for the delegation.

Whether it is the vehicle of your own travel agency (travel company) or not, the tour guide should contact the driver in advance, confirm the driver's contact information, understand the situation and description of the group car, and make necessary auxiliary tour guide tools, such as microphone, vcD for scenic spots promotion, music tapes, garbage bags on seats, travel agency logo labels, etc. It is also necessary to inform the driver of the team situation and special traffic requirements in time.

(2) Respect the driver and be polite.

When welcoming the delegation, introduce the driver to the tourists, and don't forget to thank the driver for his safe driving service when sending the delegation. Tourists' opinions and suggestions on driving should be fed back to the driver by the tour guide in time, pay attention to the way of speaking and use the tone of equal consultation. If you receive foreign tourists and arrive at a scenic spot, remember to tell the driver in Chinese when you announce the meeting time and place in a foreign language.

(3) Listen carefully and ask for advice.

If it is necessary to change the itinerary or route during the team, the tour guide should pay attention to the driver's opinion. On the one hand, it can let the driver know the change of the itinerary and make preparations in advance; On the other hand, it is helpful for drivers to actively participate in the tour guide service and make reasonable suggestions with their rich experience in joining the group, which is conducive to reasonable adjustment and overall arrangement.

(four) take the initiative to help to ensure safety.

Tour guides should be familiar with the requirements of safe driving and actively assist drivers to do a good job in safe driving, such as helping drivers change tires, loading and unloading snow chains or other minor repairs. Keep the windshield and window of the coach clean, remind tourists of the safety of activities and food in the car and the precautions for cleaning the car, and remind drivers not to drink alcohol, drive fast and fight cars. In case of danger, drivers will protect tourists and vehicles, and tour guides will ask for help.

(5) Persuade patiently and strive for initiative.

Sometimes, for various reasons, drivers do not cooperate with the service or improperly encourage tourists to carry out some inappropriate activities. Tour guides should adhere to the principle, patiently persuade and contact the agency when necessary. Remember: during the tour, the tour guide is the local direction and soul of the tour group. In the service cooperation relationship between tour guides and drivers, tour guides should strive for initiative.

Third, cooperation with other tourist reception units.

(a) advance information exchange

In order to ensure smooth travel links or have enough time to deal with problems, tour guides must have a strong sense of information communication in advance. If you eat in a restaurant, in addition to confirming the table number in advance, you should also confirm the table number again 15 minutes before the team arrives for dinner, so as to ensure that the guests will be seated directly when they arrive without waiting for complaints. Another example is scenic spots or special entertainment activities. When the weather is abnormal or the media reports that there are major reception activities, it is necessary to know in advance whether the special activities can be carried out normally, so as to make arrangements and explanations.

(B) interpersonal coordination in equal cooperation

Tour guides should pay attention to accumulate experience in coordinating interpersonal relationships with the responsible personnel of the cooperative units, establish good relationships with the designated cooperative units, and effectively promote the smooth progress of the team trip. If staying in a hotel, the tour guide should pay attention to arranging the accommodation list in advance according to the sex, family, traveling companions and hobbies of the group tourists, so as not to delay the time for the front desk to pick up the room card, but also to facilitate the front desk staff to quickly register their names. Another example is contact with scenic spots (spots). Tour guides should pay attention to the relevant regulations of scenic spots (spots) on parking, sanitation, tickets, opening hours, etc. And obey the management of the scenic spot (point) administrator.