Tourist reception etiquette knowledge

With the improvement of our quality of life, more and more people like to travel for recreation. As tourist receptionists or tour guides, when we receive tourists for the first time, we may ignore some interests, knowledge and principles to learn the etiquette knowledge of tourist reception.

Knowledge of tourist reception etiquette 1 requirements of tourist reception etiquette

smile

● Take nature and kindness as the basic principle.

● Don't laugh or smile in formal and solemn occasions, in situations where guests are embarrassed and embarrassed, and in situations where everyone is sad and depressed.

Laughter can't affect the conversation and rest of tourists, and it's not appropriate to laugh or clear your throat.

● Don't smile at tourists mechanically.

Shake hands; Shake hands (noun)

● Receptionists generally don't have to shake hands. Tourists take the initiative to reach out and the service staff can shake their hands.

● When shaking hands, distinguish the relationship between subject and object, position and age.

● Handshakes between the opposite sex are generally held by women first. Men usually only hold women's fingers, not too hard.

● Avoid reaching out rashly. Even if you are left-handed, hold out your right hand when shaking hands.

● Avoid wandering eyes and being absent-minded. The handshake time should not be too long.

● Avoid two people shaking hands at the same time and cross-shaking hands.

● Avoid hesitation, slowness or forced handshake.

● Don't shake hands with others without gloves. Don't wipe your hands with a handkerchief or tissue after shaking hands.

bow

Take off your hat when bowing, and then put it on after saluting.

Bow your head and look at the ground. You can't lift your eyelids.

● Pay attention to eye contact before and after bending.

The bow ceremony of service personnel is generally between 15 ~ 30.

nod (one's head)

Nodding is a casual etiquette, and greetings should be said at the same time when saluting.

Smile when nodding, face each other, look at each other and nod slightly. Nod once, not too much.

● If you wear a hat, you should first take off your hat and nod before putting it on.

reception etiquette

In tourism service etiquette, reception etiquette is a courtesy etiquette that respects guests formed in the reception process. Receiving guests is the most basic content in the daily work of tourism professionals, which is manifested in all aspects of welcoming guests, entertaining guests and seeing them off.

In the reception process, we should embody the reception etiquette of "guests first, courteous service", with the aim of making guests feel respected and at home, so as to better establish a good image of tourism professionals and organizations, enhance friendship and strengthen cooperation.

In the process of tourist reception, the travel agency must arrange the reception work, which is mainly divided into two parts.

First, guide the reception. Second, the salespeople in the sales department receive it.

During the reception, the tour guide:

(1) Clothing should be neat, tidy and generous, not too gorgeous. For the sake of traveling with a group, you can choose casual clothes or sportswear. Female tour guides should not wear heavy makeup, nor should they wear long or short skirts.

(2) The expression is natural and friendly, the attitude is harmonious and enthusiastic, and the language is elegant and humorous.

(3) After receiving tourists, greet everyone first, and then give a welcome speech to the tourists.

(4) Respect the customs and habits of every tourist, especially those from different countries, regions and ethnic minorities, and respect their religion and national beliefs.

(5) Arrive at the meeting place or meeting place in advance and show the tourist guide flag or other signs.

(6) When you meet tourists, you should take the initiative to greet them warmly. When you get on the bus, you should stand at the door and help them get off. Gather in front of the car door, wait for the tourists to get on the bus, and then get on the bus by yourself. When getting off, guide the downstream staff to get off first.

(7) When counting the number of tourists, you should count them silently, and don't point with your fingers.

(8) When explaining in the car or scenic spots, you can use language to explain and use gestures to assist. The correct gesture should be that the hand naturally extends the palm to the back and the five fingers are naturally close together. Never use a commanding tone when talking to tourists.

(9) At the end of the tour, visitors should be reminded to bring their own certificates and luggage. When delivering a farewell speech, you should thank the tourists for their support and cooperation in their work and express your farewell feelings. I hope I can serve you next time.

Tourism reception etiquette knowledge 2 tourism reception principles

1, respect principle

Modern tourism emphasizes "guests first" and requires that guests be put first, that everything is for the sake of guests, and that all reasonable needs and wishes of guests are actively and enthusiastically met. Among all the needs and wishes of the guests, the demand of respect is the strongest and most sensitive, and it is also the normal, reasonable and lowest requirement, which is the right of the guests.

2. The principle of "equal treatment"

"Equal treatment" in service work means that all guests should be respected, and in this respect, we must not favor one over the other. The specific application of etiquette can vary from person to person, and different forms of etiquette can be adopted according to different communication objects, but we must treat guests equally when respecting them.

3. Enthusiasm principle

It is an important standard to measure the quality of tourism service whether we can actively solve the various requirements of guests and meet their psychological needs, so the etiquette behavior in tourism activities should be proactive.

4, the principle of appropriateness

Modern etiquette emphasizes that interpersonal communication must be moderate, pay attention to social distance, control emotional scale, and keep in mind the truth that too much is too late. Therefore, etiquette behavior should pay special attention to the differences in etiquette and manners on different occasions, and adhere to the principle of adapting to the time, place and person.

5, the principle of tolerance

The principle of etiquette tolerance is not to care too much about each other's etiquette mistakes. When using etiquette in tourism services, we should not only be strict with ourselves, but also be lenient with others. We should be more understanding and considerate of others, not picky, not haggle over every ounce, and not aggressive.

In the face of excessive or even disrespectful requests from guests, our staff should calmly and patiently explain, and never chase after them and push them into trouble, otherwise they will have rebellious mentality, form confrontation and cause disputes.

When the guests are at fault, they should be "reasonable and let others", learn to tolerate each other, let the guests go down the stairs with dignity and save their face. When guests criticize us, listen carefully with the attitude of "if there is something, change it, if there is nothing, encourage it".

6, the principle of self-discipline

The highest state of etiquette is self-discipline, that is, without any supervision, you can still consciously restrain your behavior according to etiquette norms. Tourism workers should not only understand and master specific etiquette norms, but also establish a moral belief and behavior accomplishment in their hearts, so as to gain internal strength.

Starting from the self-discipline of customer service, we should always check whether our behavior conforms to the etiquette norms, receive and serve the guests in strict accordance with the etiquette norms in our work, ensure that there is no superior supervisor present and the guests are consistent, and turn the etiquette norms into conscious behaviors and internal qualities.