20 18 Selected Test Sites of Tour Guide Qualification Examination Policies and Regulations: Handling of Tourists' Requirements in Tour Guide Service

20 18 Selected Test Sites of Tour Guide Qualification Examination Policies and Regulations: Handling of Tourists' Requirements in Tour Guide Service

First, the principle of handling tourists' demands.

1. Listen carefully and try to meet the individual requirements of the principle for tourists. The first thing a tour guide should do is to listen carefully and respond positively. "See the truth in detail, don't do it because you are small."

2. The principle of reasonable possibility

3. Respect the contract and patiently explain the principle.

4. In principle, report to the travel agency leaders for instructions and solicit opinions. Tour guides should explicitly reject those requirements that obviously violate national laws and regulations and travel contracts, but they must pay attention to the wording and methods to avoid unnecessary misunderstandings.

Second, to cater to individual needs

1. Special dietary requirements

If the requirements have been stated in the reception plan, the local agency should implement it when ordering food, and the local escort should confirm it in time.

If it is put forward temporarily by tourists before eating, the local escort should contact the restaurant immediately and try his best to satisfy it; If there is any difficulty, the local escort should explain and apologize to the tourists. If necessary, help tourists solve their own dining problems.

Ask for a meal change

If it is proposed three hours before the meal, the local escort should contact the restaurant through the local agency to change the meal, try to meet the requirements of tourists, and re-execute the meal according to the requirements of tourists. If there is a meal difference during the meal change, you should explain it to the tourists in advance and bear it.

If tourists propose to change their meals near the meal, they will generally not accept it.

Ask for a separate meal

Due to internal contradictions in tour groups or other reasons, sometimes individual guests ask for separate meals. Tour guides should first know the situation, adjust their seats if possible, and try their best to meet the requirements of tourists. If you have difficulties, you should patiently explain and persuade, or ask the team leader to mediate; If the tourists insist, the tour guide can provide assistance, but they need to be informed that the comprehensive service fee is non-refundable and the meal fee is self-care.

4. Ask for indoor dining service

If the tourist is ill, the tour guide should take the initiative to contact the restaurant waiter and ask him to send the food to the tourist's room to show his concern. If a healthy tourist is dining in the guest room, the tour guide should take the initiative to understand the reason, provide assistance within his power, and inform the tourist that the room service fee is borne by himself.

5. Ask to taste the flavor at your own expense

When asking to taste the flavor at one's own expense, the tour guide should give assistance, recommend relevant restaurants, and help to contact and order food. When the flavor meal is not in the team restaurant designated by the local catering agency, it is necessary to return the meal through the local catering agency in advance, and inform the tourists that the comprehensive service fee of the original catering arrangement will not be refunded. If you change to a team restaurant's flavor meal, visitors only need to bear the difference.

Ask for a postponement of dinner time

Understand the situation and contact the restaurant to postpone the meal time appropriately. If there are special circumstances that cannot be met, you should explain and apologize to the tourists.

Three. Response to individual housing needs

1. Request to change rooms.

If the rooms provided do not meet the agreed standards, the travel agency must be responsible for replacing them. If there are difficulties, it is necessary to explain the reasons and put forward the compensation conditions acceptable to tourists.

If there are cockroaches, bugs, rats, etc. In the guest room, visitors should meet their requirements and change hotels if necessary; If the guest room is not clean, it should be cleaned and disinfected immediately; Tourists ask to change rooms with different orientations and the same standard. In principle, please ask the team leader to make adjustments within the group. Explain patiently when you are dissatisfied and apologize to the tourists.

2. Ask for higher room standards

Try to be satisfied, but explain that tourists have to bear the loss of check-out and the difference in room rates.

Request a single room

Visitors who live in a double room ask for a single room, and the tour guide should take the initiative to understand the reasons. In general, most people ask for a single room because of conflicts with roommates or different living habits. The tour guide should ask the tour leader for mediation or internal adjustment. If the mediation fails, the hotel has vacant rooms, which can be met, but it must be stated in advance that the room fee will be borne by the tourists (proponents).

Four. Handling requests for personal entertainment activities (reasonable and possible principle)

1. planned entertainment activities

Actively promote the participation of shareholders and tourists in planned entertainment activities.

2. Unplanned entertainment activities

Watch theatrical performances or participate in recreational activities at your own expense, give assistance, and generally do not accompany you.

If tourists ask tour guides to recommend or take away unhealthy entertainment places, they should be clearly discouraged.

If the tour guide recommends unplanned entertainment activities or special sightseeing projects (extra points) to tourists, first of all, it is necessary to ensure that all the planned sightseeing projects have been completed according to the standards. Under this premise, tourists are allowed to participate voluntarily through the promotion and recommendation of tour guides.

Verb (abbreviation of verb) Handling personal needs in shopping

1. Ask a person to go out shopping.

Give assistance and be a shopping consultant. When the team is about to leave the local area, it is necessary to discourage going out shopping alone.

Step 2 ask for a refund

After shopping, we found defective products, fake goods, incorrect pricing or dissatisfied with the goods, and asked the tour guide to return them. Tour guides should actively assist and accompany them when necessary.

3. Ask to go to the store again to buy the goods you want.

If time permits, write a note and let him take a taxi to buy it. If necessary, he can accompany him.

4. Ask for antiques or antique artworks.

Take it to a regular cultural relics store to buy, remind you to ask for and keep the invoice, and don't remove the wax seal for customs inspection; Do not encourage buying at stalls, especially for inbound tourists; Suspected smuggling of cultural relics shall be reported to the relevant departments in a timely manner.

5. Seek Chinese medicine and Chinese herbal medicine.

Recommend to the appropriate pharmacy or medicinal materials market, and inform China Customs of the relevant regulations on inbound tourists.

6. Ask for consignment.

When buying large items, inform the store to operate consignment business. If the store has no consignment business, the tour guide should assist in handling it.

When a tourist entrusts a tour guide to buy or consign goods that are out of stock at that time, the tour guide shall decline in principle.

6. Tourists invite relatives and friends to participate in group activities.

When tourists make such requests to the tour guide, the tour guide should first know the situation. If you are a media reporter or a diplomatic official, you should inform the travel agency in time, and then get the consent of the tour leader and other tourists in the group.

Seven, the response to the tourists' request to transfer the goods.

Generally speaking, tour guides should refuse tourists' requests to transfer things, especially food and valuables. When it is impossible to refuse under special circumstances, it is necessary to verify what the items to be forwarded are in person. At the same time, the consignor is required to write a power of attorney, indicating the name, detailed address, contact number, name and quantity of the goods, and count them face to face, sign and leave a detailed mailing address. After the mission, the tour guide should deliver the goods to the consignee as soon as possible and ask the consignee to sign in writing (the date of receipt must be signed). After the matter is finished, the tour guide should give the power of attorney and receipt to the travel agency for safekeeping.

Eight, tourists asked to leave the group activities.

Under the premise of ensuring the safety and security of the whole tour, different measures are taken according to different tourists and different situations.

1. Several situations in which tourists are allowed to leave the group.

When traveling in a certain place, if you want to move freely and not join the tour group, the tour guide should first understand the content of the activity and decide whether to agree to leave the tour group after confirming his health and behavioral ability.

In the process of visiting a scenic spot, if you want to have free activities without a group tour, if the tour guide agrees with your request, you should clearly tell the meeting time and place, and inform the other party of your contact information, and at the same time make necessary safety reminders.

If tourists ask to visit relatives and friends when visiting a certain place, the tour guide should try his best to help and satisfy their wishes.

If a tourist requests to leave the tour group due to sudden illness, family accident or work reasons, and terminates the tour activities ahead of schedule, the tour guide shall immediately inform the tour agency and the ground agency, and assist the tourist to book the return air ticket and contact the car.

If the tourists leave the tour group without special reasons and request to terminate the trip in advance, the tour guide should cooperate with the tour leader to understand the situation and try his best to persuade them.

2. Tour guides should discourage tourists from leaving the group for free activities.

On the day when the tour group goes to the next destination as planned, it is not advisable to let tourists leave the group, so as not to cause train (plane, ship) failure and affect the normal trip of the whole group.

When tourists ask for free activities in places with complex public security or potential safety hazards, tour guides should try their best to dissuade them and truthfully explain the situation.

When tourists are in poor health and lack of capacity, tour guides should try to discourage them from leaving the group to avoid accidents.

Nine, the improper words and deeds of tourists.

Tour guides should avoid confrontation when dealing with improper speech and behavior, and adopt the way of "combining rigidity with softness" to strive to achieve the effect of seeking common ground while reserving differences;

Tour guides should stop deliberately attacking and slandering hostile elements in China with a clear attitude and a firm stance, but pay attention to ways and means and don't get entangled with them.

Tour guides should face up to the deviant and illegal behaviors of tourists who don't understand the local laws and regulations of China and tourist destinations. Tour guides should understand the cause, process and consequences of the incident, and let tourists realize their misconduct by introducing relevant laws and regulations, and take the initiative to bear the consequences. In line with the principle of "minimizing major issues and minimizing minor ones".

Persuade drugs that have caused factual crimes to surrender voluntarily and provide relevant clues to relevant departments.