What is the most important quality in tourism and how to carry out the work?

First, the psychological quality analysis of tourism service personnel

(A) the connotation of the psychological quality of tourism service personnel

Tourism service personnel mainly involve travel agency service personnel, tourist attractions service personnel, tourist hotel service personnel, etc. For example, a tour guide is a staff member engaged in front-line service in a travel agency. He uses his professional knowledge and skills to organize and arrange sightseeing for tourists, and provides guidance, explanation and travel services. Tour guide is a comprehensive job, involving a wide range of responsibilities. As a "folk ambassador", it often represents the image of a tourist destination. Masako Oshima, a Japanese tour guide expert, said: "The most important thing for an excellent tour guide is his character and personality." His character and personality are the embodiment of his psychological quality.

In psychology, psychological quality refers to the basic characteristics and qualities of individuals in psychological process, personality psychology and so on. It is the accumulation of individual psychological activities formed by human beings in the long-term social life. It is a relatively stable psychological tendency, characteristics and initiative shown by a person in thought and behavior. It is a complex whole that includes the organic combination of intellectual factors and non-intellectual factors such as ability, temperament, personality, will and emotion. Among them, ability refers to the sum of psychological characteristics that directly affect the efficiency of activities and enable people to successfully complete activities and tasks; Temperament is a dynamic feature of a person's psychological activities. The relatively stable psychological characteristics manifested in people's attitudes and behaviors are called personality; Will is a psychological process of consciously determining the purpose, controlling and adjusting one's actions according to the purpose, and overcoming various difficulties to achieve the predetermined purpose; Emotion is people's experience of whether objective things meet their own needs, wishes and opinions.

(B) the psychological quality requirements of tourism service personnel

Tourism service is more about face-to-face service between service personnel and consumers. Tourism enterprises take "everything is for the sake of passengers" and "guests are always right" as their tourism service purposes. Therefore, special occupations have special requirements for the psychological characteristics of service personnel, and the basic psychological quality of an excellent tourism professional should be cultivated from the following aspects.

Second, the psychological analysis of tourism service personnel at this stage

Many people outside the industry believe that working in tourism enterprises has a good working environment, such as working in hotels, with elegant environment and spring-like seasons; Working in a travel agency, free travel, easy work. But this is not the case. After deeply understanding the life and daily work of tourism service personnel, I found that many service personnel are physically and mentally exhausted, which breeds some psychological problems that plague them.

(A) the psychological discomfort caused by the conflict between the personality and psychological characteristics of service personnel and professional requirements

First of all, the psychological characteristics of tourism service personnel fully meet the professional requirements and are purely ideal, and there are differences between them. Ability: Some people are good at expressing and understanding, and are good at dealing with the relationship between guest and me. Some people have good memory and long-term stable attention, but they are not good at communication. On the strength, speed, stability and flexibility of psychological activities, some people do things quickly and flexibly, while others do things slowly and steadily, which stems from their differences in temperament. However, some waiters are introverted, some are extroverted, some are lively and cheerful, and some are taciturn, which shows the differences in their attitudes towards reality and corresponding behaviors.

Secondly, the personality and psychological characteristics of many tourist service personnel conflict with their professional requirements. Some service personnel lack service ability, the communication between customers and me is not smooth and harmonious, and the mood of service personnel has also changed. However, some characteristics of service personnel, such as stubbornness, competitiveness, arrogance, meanness, etc., can easily lead to interpersonal tension, customer dissatisfaction, and the waiter's enthusiasm for work will disappear. Personality and ability have strong plasticity, and service personnel can meet professional requirements and adapt to the service environment through the cultivation of professional skills and professionalism. However, the temperament factors of some waiters are contrary to the service requirements and it is difficult to change. For example, some waiters are highly sensitive and prone to psychological reactions due to the words and deeds of the guests, while others are too low-key and turn a blind eye to all the phenomena around them, ignoring the guests. Some waiters have low patience, and for some demanding guests, they can't control their emotions and even conflict with them. From this, it can be seen that there will be a contradiction between the near-perfect job requirements and the waiter's personality and psychology, which will undoubtedly increase the psychological pressure of the service staff and make them feel uncomfortable.

In order to reduce the above-mentioned psychological discomfort, tourism enterprises make clear the job requirements before recruiting employees, and implement a set of strict recruitment procedures when recruiting. On the one hand, we can examine the ability and personality of candidates through interviews, and on the other hand, we can systematically understand their individual psychological characteristics and personality traits by using psychological tests or written test questions. When using psychological tests, it is forbidden to use unscientific test methods or completely copy foreign psychological tests.

(b) Social cognitive deviation and lack of respect from guests lead to employees' problem behaviors.

From the psychological point of view, employees' problem behaviors can be divided into two categories: aggressive problem behaviors and withdrawal problem behaviors. Aggressive behavior is extroverted and obviously destructive, while withdrawal behavior is introverted, which is mainly manifested as passivity, indifference and alienation. Due to the influence of traditional ideas, many people now despise service work and think that service work is inferior, and engaging in service work is a performance with no future. Under this negative social implication, some employees think that their service work is inferior, question the significance and value of their work, and worry about the future. There are also many front-line service personnel who have a heavy workload and hard work, and sometimes they are deliberately made difficult by a few guests, and even personally insulted. In the face of setbacks, some service personnel have resentment, anger and dissatisfaction, and may take some irrational behaviors to vent and relieve the pressure in their hearts; Some service personnel shrink back because of "anger is hard to say" and become inferior, depressed and suspicious.

In order to minimize the influence of social prejudice, it is necessary to strengthen the cultivation of employees' professional awareness and let service personnel realize that their occupation is the result of social division of labor. In the whole society, service work is not humble, so that we can accurately grasp our role in service work, put our guests in a proper position, and realize that social role inequality is reasonable inequality.

(C) interpersonal tension and corporate atmosphere disharmony, breeding adverse reactions of employees.

In an enterprise, friendly and harmonious coexistence among colleagues and creating harmonious and good interpersonal relationships will make people feel comfortable and refreshing, and make the enterprise integrate into a friendly and harmonious family and team. On the contrary, if there is a lack of mutual trust, respect, care, understanding, humility and consideration in the enterprise, then some employees will lack a sense of belonging, feel depressed, and have psychological reactions such as trouble, depression, jealousy and suspicion. This situation is particularly common in tourist hotel enterprises. As a service industry, its service requirements and standards are very high, its internal management is very strict, and employees will be severely punished for making a little mistake. Therefore, in order to seek self-protection, employees often dilute the concern and friendship between colleagues. The management's stick policy towards subordinates makes employees lack a sense of belonging to be loved and accepted. In addition, many front-line operators' own quality is not high, and the relationship between employees is indifferent. When an employee made a mistake at work, other employees did not care, comfort and help, but looked on coldly and even gloated. The relationship between departments is not harmonious enough because it involves the distribution of interests. Coupled with the political struggle of some senior leaders, their departments have also been involved.

At present, the psychological fatigue of tourism service personnel caused by interpersonal relationship and corporate atmosphere is becoming increasingly prominent, mainly manifested in boredom, increased lateness for work, irritability, inattention, slow thinking and slow response. The service industry should really pay attention to employees' psychological massage and train employees to control their emotions. At the same time, tourism enterprises should advocate friendship, mutual trust, respect, care, mutual understanding, modesty and consideration, learn from each other and make progress together from the top, and create a loving atmosphere everywhere.

(d) "Unhumanized" management hurts employees' feelings and produces psychological frustration.

Managers of tourism enterprises often regard waiters as "employees" rather than "members" and "tools", and do not care enough about their work. Low salary, fast labor pace, huge work intensity and lack of health and safety guarantee make the basic physiological and safety needs of service personnel unable to meet; The incentive mechanism is not perfect, the employee performance appraisal is a mere formality, the principle of fair employment is lacking, and the promotion opportunity is far away, which makes the service personnel unable to get the respect and self-realization they deserve.