222 Beijing Tourist Attractions Civilization Guidance Work Guide Released

Release of the Guide to Civilization Guidance in Beijing Tourist Attractions in p>222

1. Overall Requirements

(1) Adhere to value guidance. Vigorously carry forward socialist core values, integrate the requirements of core values into corporate culture and business processes, run through the whole process of civilized tourism work, give better play to the window role of scenic spots in spreading and displaying Chinese civilization, and better improve the civilized quality and moral cultivation of employees and tourists in scenic spots.

(2) adhere to scientific norms. Strengthen the education and training of employees, improve the level of reasonable guidance and flexible norms, combine guidance with service, and enhance the guidance effect with quality service. Optimize the public space, improve supporting facilities, strengthen refined management, and create a good environment for tourists to enhance their awareness of rules and civilized concepts.

(3) insist on highlighting key points. Focus on the links and time periods where uncivilized behaviors occur frequently in the process of tourism, establish and improve service guidance rules and emergency response plans in time, and strengthen the management of tourism order. Keep a close eye on the entrances and exits of scenic spots, important visiting points, campsites and other key areas, key groups such as free travellers and key periods such as legal holidays, increase staffing and strengthen service guidance.

(4) adhere to comprehensive coverage. Give full play to the role of channels and means such as logo symbols, explanation services, network platforms, service sites and voluntary services, make overall use of all kinds of resources, and carry out civilized propaganda, civilized tips and civilized guidance in all directions to achieve full coverage of civilized guiding people, content and itinerary in scenic spots.

(5) adhere to classified guidance. According to the characteristics of different scenic spots and various tourist groups, we will carry out distinctive, differentiated and differentiated services and guidance. We will do a good job in pre-tour control, in-tour management and daily education, and ensure that all links such as admission, sightseeing, transportation, catering, entertainment and shopping are reminded in place, and guidance and persuasion are timely.

II. Main contents of civilized guidance

(1) Abide by laws and regulations and respect customs. It is suggested to guide visitors: abide by the regulations on ecological environment protection, do not trample on green flowers, do not climb flowers and trees, do not destroy the landscape of rocks, do not chase and catch animals, and do not illegally buy wild animals and plants and their products. Abide by the regulations on the protection of cultural relics and historical sites, do not paint, climb, touch cultural relics at will, and abide by the regulations on taking photos and videos. Respect local customs and religious beliefs.

(2) Low-carbon conservation and green tourism. Tips to guide visitors: take care of the natural and human environment and cherish tourism resources. Keep public hygiene, do not litter, implement garbage classification requirements, dispose of wastes in time, and avoid and reduce the use of non-degradable plastic bags and disposable plastic products. Pay attention to saving water and electricity, practice "CD action", reduce food waste and refuse to eat game. Take green travel mode and give priority to public transportation.

(3) prevent risks and travel safely. Tips to guide visiting tourists: enhance safety awareness, do not blindly pursue excitement, and do not go to areas that are not officially developed, open, lack of security or fragile ecological environment. Learn safety knowledge, improve the ability to deal with geological, meteorological and other disasters, and pay attention to the safety of fire, electricity and special equipment. Abide by traffic laws and regulations, and don't drive too fast, fatigue, occupy emergency lanes, throw things at the windows, or leave them lying around.

(4) Prevention and control of epidemic situation and healthy tourism. Tips to guide visiting tourists: consciously and strictly abide by the epidemic prevention and control regulations, do a good job of personal protection, take the initiative to scan the code, standardize wearing masks, wash your hands frequently, take your temperature, and do not gather. When you have symptoms such as cold and fever, you should stop visiting and seek medical advice in time. Actively cooperate with epidemiological screening when necessary to provide accurate personal information.

(5) tolerance, courtesy and civilized tourism. Tips to guide visiting tourists: pay attention to etiquette norms, be punctual, be neat and tidy, behave appropriately, and show a good image. Maintain public order, queue up in order, avoid crowding and scramble, and do not make loud noises or smoke illegally in public places. Respect the rights and interests of others, respect the work of service personnel, and show courtesy to special groups such as the old, the weak, the sick, the disabled and the pregnant.

3. Civilized admission guidance

(1) In the prominent positions of tourist distribution centers such as the entrance of scenic spots, tourist service centers and transportation transfer centers, various ways are adopted to remind tourists of civilized travel. Scenic brochures, leaflets and advertisements are printed with tips on civilized tours.

(2) Set up 1m separation lines, isolation railings, awnings and other facilities, and guide tourists to keep a safe distance and enter the park in a civilized and orderly manner by means of broadcasting tips, setting up teams and individual passages.

(3) The scenic spots using electronic access control system arrange staff to guide tourists to enter the park in an orderly manner to prevent them from being pinched by access control facilities. Set up green channels or service procedures to help special groups enter the park smoothly.

(4) announce the maximum carrying capacity at a prominent position at the entrance of the scenic spot, and formulate and implement the passenger flow control plan.

IV. Civilized Tour Guidance

(1) There are civilized tour contents in the scenic spot explanations. In the process of explaining the service, there are civilized travel tips and safety risk notification.

(2) Volunteer service stations shall be set up in tourist service centers and important visiting points to provide civilized guidance services.

(3) according to the passenger flow situation, issue a passenger flow early warning in real time and implement an evacuation control plan to guide tourists to visit the wrong peak and wrong area to avoid getting together.

(4) Convenient complaint channels and handling procedures, and solicit opinions and suggestions from tourists on scenic spot management services, so as to reduce uncivilized behaviors from the source.

V. Civilized traffic guidance

(1) The parking lot in the scenic spot has reasonable layout, clear signs and clear charges, and provides corresponding guidance, management and services.

(2) guide tourists to wait for the bus in order and take the bus in an orderly manner when taking car ferry, ropeway and other means of transportation, remind tourists not to grab seats or occupy seats, and give special groups priority in getting on the bus and taking seats. Make full use of radio, television, public service advertisements, posters and other carriers in vehicles to promote civilized tourism.

(3) remind self-driving tourists to obey the traffic rules and cooperate with the management of scenic spots to avoid accidents.

(4) guide tourists to walk in safe areas such as sidewalks and observe road traffic signs in scenic spots.

VI. Civilized performance guidance

(1) Organize tourists to watch the performance in a safe, orderly and civilized way.

(2) remind tourists to enter the venue on time, enter and leave in an orderly manner, and abide by the regulations on taking photos and videos. When participating in the interaction, the speech act is civilized and appropriate.

(3) Remind tourists to take away the discarded items such as beverage packaging from the venue after the show is over.

(4) Set clear and eye-catching civilized guiding signs in night places and performance venues, and ensure the recognition at night.

VII. Guidance of Civilized Dining

(1) Carry out "Civilized Dining Table" activities, promote self-service dining, and implement the system of separate meals and public chopsticks.

(2) remind tourists to eat in an orderly manner and avoid disturbing others with loud noises.

(3) guide tourists to order food in moderation and provide environmental protection lunch box packaging services.

(4) guide tourists to observe the order in the buffet, queue up for meals in turn, and adhere to the principle of "taking less for many times" to avoid waste. Remind tourists not to take the food and drinks in the buffet area away from the dining area.

(5) Remind tourists to abide by relevant regulations and not to eat or drink illegally in public transport or museums, exhibition halls, concert halls and other places.

VIII. Civilized shopping guidance

(1) Create a clean, orderly, genuine and transparent shopping environment.

(2) Remind tourists to spend rationally, defend their rights rationally and abide by the contract.

(3) remind tourists to abide by the regulations of shopping places, not to be crowded and crowded, not to make noise, and to ask for permission to try food and goods.

(4) Set up a consumer rights protection service station or publish a report phone number to handle consumer disputes in a timely manner.

IX. Civilized toilet guidance

(1) Construction of public toilets with reasonable layout, sufficient quantity and eye-catching and clear signs. Toilets shall be served by designated personnel, and kept clean and tidy without peculiar smell.

(2) Remind tourists to keep the sanitary facilities clean, use public sanitary articles appropriately, and do not smoke in the bathroom, throw away wastes or occupy special facilities for the disabled at will.

(3) guide tourists to queue up in order to use the bathroom during the peak period, and show courtesy to the elderly, minors and the disabled.

(4) timely remind the location of the bathroom, and remind parents to guide minors to use the bathroom and not to urinate anywhere.

X. Disposal of uncivilized behaviors

(1) Establish a team of civilized supervisors, conduct regular inspections, and promptly stop and dispose of uncivilized behaviors.

(2) improve the information level of tourists' uncivilized behavior monitoring, maximize the elimination of regulatory blind spots, and enhance the ability to identify, respond and deal with uncivilized behaviors.

(3) Implement the Interim Measures for the Administration of Tourism Uncivilized Behavior Records, and include acts that violate laws and regulations or violate public order and good customs, are subject to criminal punishment or administrative punishment, or are judged or awarded by judicial organs or arbitration institutions to bear civil liability, or cause serious social adverse effects into the Tourism Uncivilized Behavior Records.

(4) Take appropriate measures to expose uncivilized tourism behaviors according to laws and regulations.

Xi. Safeguard measures

(1) Strengthen organizational leadership. Tourist attractions should strengthen their sense of responsibility, strengthen overall planning of work, innovate methods and means, constantly expand the scope of service guidance, implement the content of service guidance, improve the service guidance ability and governance level, integrate civilized guidance into daily life, and actively build a civilized tourism work pattern with demonstration and guidance in scenic spots, full participation of tourists and wide support from society.

(2) strengthen system construction. Further deepen the understanding of the characteristics and laws of civilized tourism work, write civilized service and guidance into the regulations as an essential business process, integrate them into the training as an essential business knowledge, and take them into the assessment as an essential prescribed action, and fully incorporate them into the management system and post standards, so as to realize the organic combination and mutual promotion of civilized tourism work and professional work, and enhance the system guarantee of civilized tourism work.

(3) strengthen the * * building * * * enjoyment. Promote social coordination, attract and support surrounding communities, schools, social groups and other forces to participate in the civilized guiding actions of scenic spots extensively, and keep close contact with travel agencies, tour guides and other relevant parties and make concerted efforts. Strengthen media cooperation, encourage and support all kinds of media to play an active role in promoting civilized behavior in scenic spots. Establish an incentive mechanism to encourage tourists to actively participate in the civilized guidance of scenic spots, and praise or reward the civilized service of employees and the civilized behavior of tourists.