How to improve the service quality of tourist attractions? Solve some problems in management? Improve tourist satisfaction?

Whether it can attract tourists or not, civilized tourism environment and high-quality service level are the key.

As of 20 17, the number of scenic spots in China has reached more than 26,000, including more than 7,000 A-level scenic spots, including more than 500 high-star scenic spots, including 2 13 5A-level scenic spots. The seemingly vast scenic spots are actually how many joys and sorrows. There are still many problems in traditional tourist attractions.

The quality of tourism service is an important symbol of the comprehensive competitiveness of a local tourism industry, and it is the most effective way to show the connotation of local history and culture, publicize local culture and enhance the attraction of scenic spots. Only by achieving high quality in all aspects can we win the trust and reputation of tourists. To improve the service quality of tourist areas, we should mainly start with "soft service" and "hard service". Soft service refers to the service level of "service personnel" in the scenic spot, and "hard service" refers to the infrastructure inside and outside the scenic spot. If these two points are perfected, the service quality of tourist areas can be improved.

Soft service:

(1) Establish a tourism service quality supervision system.

Give full play to the supervisory role of third-party investigation institutions. Now the state strongly advocates the third-party evaluation mechanism. As far as exchange survey is concerned, exchange survey is one of the earliest survey institutions in China to evaluate tourist attractions. It has rich research experience and professional research team in the fields of improving the service quality of scenic spots, creating city business cards and smart tourism. By understanding tourists' views, opinions and ideas on a service/service demand/price/product, we can determine the direction of improvement and enhance the competitiveness of scenic spots. Through the objective monitoring of the service quality of hotels, hotels, travel agencies and tourism service personnel on a regular basis, and taking its evaluation as an important basis for the evaluation of hotels, hotels, travel agencies and tourism service personnel; Combine the investigation report with strengthening the industry management of the tourism authorities, and solve the problems in time when they are found. Huiyan also provides scenic spot ticket/annual card pricing research and consultation; Consultation on improving tourists' satisfaction; Test and consultation on the capacity and layout of scenic spots; Scenic spot marketing service scheme consultation, etc. Internal management and performance appraisal consultation of scenic spots; Compilation of service specification manual for scenic spots; Consultation on internal evaluation system of scenic spots.

(2) Establish the concept of humanized service.

The civilization degree of scenic spots represents the civilization degree of a place in a certain sense. Building a civilized and humanized scenic spot is the goal pursued by every scenic spot. Hui Research takes "tourist satisfaction" as the soul of the development of scenic spots, and is a professional third-party satisfaction survey consulting service organization in China, which conducts satisfaction surveys on tourists through street visits, telephone surveys, symposiums and questionnaires. Maximize the enthusiasm of tourists and invite them to participate in planning the bright future of the development of scenic spots. In order to collect tourists' opinions and suggestions on the problems existing in the construction, service and management of scenic spots at the first time, and create a place with beautiful environment, good ecology, civilization and harmony for tourists. Scenic spots should regard tourists as gods, and carry out targeted "one-on-one" and personalized services to meet the needs of tourists.

(3) Strengthen tourism safety.

A. it is to improve the safety organization and clarify the division of responsibilities.

B. Make emergency plans, establish emergency rescue mechanisms, set up a clinic and equip full-time medical staff.

C. It is to conduct safety inspection on transportation, electromechanical, sightseeing, entertainment, fire fighting, anti-theft and ambulance facilities and key parts, find hidden dangers and eliminate them in time.

(4) Pay attention to the handling of tourists' complaints and establish an information feedback system.

As a scenic spot manager, we should not only pay attention to the integrity of hardware facilities, beautification of the environment, service attitude and other important factors, but also pay attention to customer service quality investigation, complaints and complaints collection during and after service, and give timely, safe and reasonable suggestions on problems and mistakes in service; Establish an information feedback system to avoid similar mistakes in the subsequent sales process.

(5) Strengthen tour guide training and improve tour guide service level and awareness.

Regularly hold tour guide training courses, collect tourists' suggestions through investigation, and conduct targeted training for scenic spot staff, such as: training for improving the service of front-line personnel in scenic spots; Training of scenic spot managers; Training to improve the marketing ability of employees in scenic spots; Special training in complaint handling. And assist in formulating strict training rules and plans to train international-level tour guides. At the same time, improve the service awareness of tour guides, and only with good service awareness can you have a good service attitude. Only under the control of good service consciousness can the skilled service skills of tour guides be meaningful and give full play to their functions.

Bad use

(1) Increase the supporting construction of tourism service facilities.

The couples provided by Huiyan mainly set up eye-catching tourist signs at city entrances, intersections, bus stops and scenic spots, such as scenic spot operation standard supervision, scenic spot service supervision, scenic spot operation service quality supervision and scenic spot amusement facilities safety supervision. Optimize bus routes and open direct buses between major scenic spots; Set up benches and other facilities for tourists to rest inside and outside the scenic spot; Combine tourism with the promotion of China culture to increase cultural performances and folk experience; Strengthen the management of parking lots and sanitary facilities in various scenic spots.

(2) Update and improve tourism service facilities.

First, expand the service content, provide more consultation, complaint service and tour guide service for tourists, and increase humanized service items to facilitate the differentiated needs of tourists.

The second is to update all kinds of outdated guiding signs, such as guide card, signboards, scenery introduction boards, etc. To make up for and improve the shortcomings.

The third is to print all kinds of public information materials, such as guide maps and leaflets. , in order to facilitate tourists to obtain and understand tourism information.

Fourth, the lecturers will be publicized in a unified way, hold certificates and provide personalized services according to the different needs of tourists.

The fifth is to increase tourist rest facilities to meet the needs of tourists during peak periods. Sixth, increase modern service means, such as online reservation, mobile phone tour guide, wireless explanation machine, etc.