2018 Tour Guide Exam Tour Guide Business Chapter 4 Test Points: Tourist Attraction Tour Guide Service Procedures

# tourist guide certificate exam # Introduction To become a qualified tour guide, you must have a tour guide qualification certificate. The tour guide qualification certificate is the national certification for the qualifications of those engaged in tour guide services. Although it is said that to engage in the tour guide profession, you must obtain a tour guide certificate in accordance with regulations, but if you want to enter the door of the tour guide, the tour guide qualification certificate is the first step. Here it is!

Section 4 Tourist Attraction Guide Service Procedures and Service Quality

Tour guides in scenic spots and scenic spots are also called commentators (hereinafter referred to as commentators), which refer to the tour guides in scenic spots and scenic spots [hereinafter referred to as commentators]. Scenic spots (spots)] full-time and part-time personnel appointed or arranged to provide tour guide services for tour groups or tourists. Tour guide services in scenic spots (spots) include tour guide services in tourist areas, nature reserves, museums, memorial halls, former residences of celebrities, etc., and are an important part of tour guide services. Compared with local tour guide services and full tour guide services, the specifications for scenic spot (spot) tour guide services are relatively simple and mainly include three links: service preparation, tour guide explanation and farewell service.

1. Service preparation

Service preparation means that in order to receive visiting tourists, the guides should do a good job of explaining the scenic spots (spots), including what they do before the tourists arrive. various related preparations. The guide's service preparation includes three contents: familiarity with the situation, knowledge reserve, and material preparation.

(1) Familiarity with the situation

In order to provide tourists with high-quality tour guide services and leave a good impression on tourists, tour guides should try to get familiar with them before receiving them situation so that the tour guide can provide targeted explanations during the reception process.

1. Be familiar with the situation of scheduled visiting tour groups

Before receiving tourists, the guide should carefully check and verify the reception plan and relevant information of the tourist group being received, and be familiar with the overall situation of the group , such as length of stay, itinerary, any special requirements and many other details, so that your tour guide's explanations can be more targeted.

2. Understand the situation of temporary visiting tour groups or individual tourists

The guide should pay attention to understand the relevant situation of temporary visiting tourist groups or individual tourists, including the personnel of the tour group composition, origin of individual tourists, occupation, education level and length of stay, itinerary, whether there are any special requirements, etc., so that the tour guide's explanation can better meet their needs.

(2) Knowledge reserve

Tour guides should pay attention to reserve various relevant knowledge at ordinary times, and should also strengthen relevant knowledge in a targeted manner before receiving tour groups (persons). preparation. Although the knowledge that the guide needs to prepare covers a wide range, before the reception, the staff should mainly prepare from the following four aspects of knowledge:

1. Scenic spot (spot) knowledge

The guide should be familiar with and master the situation of this scenic spot (spot) and the knowledge required for the explanation content. According to the specific conditions of this scenic spot (spot), the guide should focus on preparing relevant knowledge. This knowledge belongs to natural science knowledge, history and cultural heritage knowledge, architectural and garden art knowledge, religious knowledge, literature, art, music, opera, dance knowledge, etc. If necessary, the guide should also prepare cultural knowledge that can be compared with the content of similar scenic spots (spots) at home and abroad.

2. Preparation of explanation plan

Tour guides should prepare two or more explanations for the explanation content according to tourists’ different requirements for the length of explanation and depth of understanding. Programs are prepared to suit the different needs of different travel groups or individual tourists.

3. Tourist information preparation

The guide should try to understand in advance the religious beliefs, customs and habits of the region or country where the tourist is located, and understand the taboos of the guests so that they can be polite to the guests.

4 Language preparation

The guide should use Mandarin as the explanation language and explain the relevant professional terms according to the cultural level of tourists; in scenic spots in ethnic areas ( points), the guides should also provide bilingual explanation services in ethnic languages ??and Mandarin according to the language usage of tourists; for foreign tourists, foreign language commentators should prepare corresponding language vocabulary to provide tour guide explanation services.

(3) Material preparations

Scenic area (spot) guides should also make material preparations before receiving tourist groups (persons). The material preparations that guides should make mainly include the following two aspects:

1. Appearance and appearance

The guides should wear the guide's instructions for the scenic area (spot) before the reception. Signs and clothing should be neat and decent, and accessories and hairstyles should be in accordance with the principle requirements of the scenic spot (spot); female guides generally wear light makeup. For scenic spots (spots) with dress code requirements, guides should wear work clothes or designated clothing according to the requirements of the scenic spots (spots).

2. In terms of materials and equipment

The guide should prepare relevant materials that need to be distributed in advance, such as scenic spot (spot) guide maps, scenic spot (spot) introduction, and information when receiving the team. Required tickets, etc. If necessary, the guide should also prepare wireless transmission explanation supplies.

2. Tour guide explanation

Tour guide explanation is the core work of tourist guide service in scenic spots (spots). Guides should follow the guide service standards of scenic spots (spots) to provide tour groups (people) with services. ) provides high-quality tour guide services.

(1) Tour guide explanation service before the tour

Welcoming the tour group (person) is the initial contact between the scenic spot (point) tour guide and the tour group (person), and it is also the first contact with the tour group (person). The first task of the group (person) is to provide tour guide services. When the tour group (persons) arrives at the scenic spot (point), the tour guide should take the initiative to greet them and express their welcome. The guide's tour guide service before leading the tour group (persons) to visit mainly includes two contents: giving a welcome speech and providing pre-tour services.

1. Give a welcome speech

The guide should greet the tour group (persons) at the entrance of the scenic spot (point) and take the initiative to give a welcome speech to them. The content of the welcome speech mainly includes: ① Welcome tourists on behalf of the scenic spot (spot); ② Introduce your name and affiliation; ③ Express the sincere willingness of the scenic spot (spot) to provide services; ④ Express the hope that tourists will support and cooperate with the explanation work. Willingness; ⑤ I wish tourists a happy trip in the scenic spot (spot).

2. Pre-tour services

Before the tour group starts the tour, the guide should provide them with the following services:

(1) Overview introduce. The guide should first briefly introduce the basic situation of this scenic spot (spot) to the tour group (person), mainly including: ① the background of the establishment of this scenic spot (spot) (including historical evolution); ② the scale and layout of this scenic spot (spot); ③ The tourist value and characteristics of this scenic spot (spot); ④ The location of this scenic spot (spot) as a tourist destination and the surrounding natural and cultural landscapes and customs.

(2) Reminder service. The guide should remind the tour group members to pay attention to their group's original tour plan before the tour guide starts, including: ① the time to stay at the scenic spot (point); ② the main tour route; ③ the time and place to gather after the tour; ④Things to note during the tour. In addition, the guide should also remind tourists to keep their valuables.

(2) Tour guide service during the tour

1. Principles for selecting the content of the tour guide

The guide leads the tour in the scenic area (spot) When taking a group tour, relevant tour guide explanations should be selected based on the specific situation of the tourists and the characteristics of the scenic spot (spot). Generally speaking, there are seven principles for selecting the content of tourist attractions (spots):

(l) The explanation of the content of scenic spots (spots) should meet the overall requirements of the scenic spots (spots).

(2) The content of the tour guide’s explanation should be appropriately selected in accordance with the principles of scientificity and authenticity.

(3) The folklore told should have the historical inheritance of the source of the story, and should not be fabricated at will for the purpose of operating scenic spots (spots).

(4) The content of tour guide explanations about scenic spots (spots) should avoid ambiguities caused by homonyms.

(5) If it is necessary to use classical Chinese in the explanation, supplementary explanations should be provided in popular language.

(6) If the explanation involves certain historical figures or events, the original appearance of history should be fully respected; if there are still controversial scientific principles or figures or events, neutral words should be used to express them.

(7) If the explanation content is based on other people’s previous research results, it should be explained appropriately in the explanation to facilitate tourists’ future use and the protection of intellectual property rights.

2. The use of tour guide explanation skills

When providing tour guide explanation services to tourist groups (persons) in scenic spots (spots), guides should pay attention to the use of tour guide explanation skills. These skills include:

(1) The content of the explanation should be appropriately complex and simple. During the tour guide's explanation process, the guide should be based on the scale and layout of the scenic spot and the types, interests, hobbies of tourists, etc., and should be individualized, focused, and appropriate in complexity and simplicity.

(2) The explanation language should be accurate and easy to understand. The guide should use accurate and easy-to-understand language in the tour guide explanation, and the enunciation should be clear and contagious.

(3) The itinerary should be combined with the tour guide’s explanation. Guides should strive to make the explanation arrangements lively and vivid during the tour guide explanations, organically combine explanations with guided tours, and arrange and control the explanation time well.

(4) The safety of tourists should be taken care of. Guides should take care of the safety of tourists at all times and do the following: ① Activities with tourists from beginning to end; ② Count the number of people at all times to prevent tourists from getting lost; ③ Give care to the elderly, the young, the sick, the disabled, pregnant women and other vulnerable groups in the tour group Reasonable care; ④ Always pay attention to the safety of tourists and make safety reminders at all times to prevent accidents.

(5) Promote popular science/cultural preservation knowledge. The guides should use the scenery or exhibits in the scenic spots (spots) to promote environment, ecosystem or cultural relics protection knowledge to tourists.

(6) Answer questions patiently and sincerely. Guides should use civilized language to answer various questions raised by tourists. The attitude when answering should be patient, kind and sincere. You should not ignore, contradict or drive away tourists, and avoid disputes or conflicts with tourists.

(7) Properly handle unexpected situations.

If an unexpected situation occurs during the tour guide's explanation, the tour guide should promptly contact the relevant departments of the scenic spot so that the problem can be properly handled or resolved as soon as possible.

3. Tour guide service for car (boat) tours

If the tour group (persons) requests the tour guide to accompany them on the car or boat tour during the tour, the tour guide will Visitors should be assisted in contacting the relevant vehicle or vessel. When the tour group (people) takes a car (boat) to visit the scenic spot (spot), the guide should do the following: (1) Assist the driver (or crew) to arrange for the tourists to be seated.

(2) When tourists get on the bus (boat), take the bus (boat), and get off the bus (boat), remind them about safety matters and pay attention to counting their luggage.

(3) Pay attention to keeping the explanation content consistent with the driving (boating) rhythm, and the explanation voice should be heard by more tourists.

(4) Strive to cooperate with the driver in terms of driving safety (or boating safety).

(3) Tour guide service for watching programs and shopping in scenic spots (spots)

1. Tour guide service for watching performances in scenic spots

If the tour group ( Tourists) whose itinerary originally included watching performances in the scenic area, the guide's services should include:

(1) Truthfully introduce to tourists the program content and features of the performances in this scenic area (spot).

(2) Organize tourists to enter the venue on time and advocate civilized viewing of programs.

(3) While tourists are watching the program, the commentators should stick to their posts from beginning to end.

(4) If an individual tourist needs to leave the tour midway due to special reasons, the tour guide should try to make appropriate arrangements.

(5) Do not force or force tourists in disguise to add performances that require additional payment.

2. Tour guide explanation service when tourists are shopping in scenic spots (spots)

When tourists are shopping in shopping venues in scenic spots (spots), guides should do the following:< /p>

(1) Truthfully introduce to tourists the product content and features of this region and scenic spot (spot).

(2) Truthfully introduce to tourists the legally operated shopping places in this scenic area (spot).

(3) Do not force or force tourists to shop in any disguised form.

3. Farewell service

After the tour, the tour guide should give a brief farewell speech to the tourists, including expressing gratitude to the tourists for their cooperation during the tour and asking for advice. Their opinions and suggestions on the tour guide's explanation and the construction and protection of scenic spots (spots) are welcome to visit again. If the guide has information or small souvenirs about the scenic spot (spot), you can give them to them as a souvenir and say goodbye to them warmly.

After tourists leave the scenic spot (spot), or before the end of the day's work, the guide should promptly and carefully fill in the "work log" or relevant work records stipulated by the unit in accordance with the regulations of the scenic spot (spot). ; If there are special circumstances, report the truth to the relevant parties of the scenic spot (spot) in a timely manner.

Case

A certain tourism association tour group is scheduled to take the K22 bus from city A to city B at 9:30 on May 12. Xiao Wang, the local escort in city A, agreed to 8 time to leave the hotel. However, when all the tourists were seated on the tour bus at 8 o'clock, Xiao Wang had not arrived yet. Everyone waited for a while before Xiao Wang hurriedly came from outside the hotel. After getting on the bus, he immediately counted the number of people and asked the whole group about the luggage status of the group. Then he gave a farewell speech to the whole group and said, "Ladies and gentlemen, good morning! Now let's go to the train station. I will take the K22 train to City B at 9:30. You must have had a great time over the past two days. I am very grateful for your cooperation and support in my work. Today, we have a better understanding of each other and have become friends. When we are about to say goodbye, I sincerely welcome you to visit our city again. I am happy to serve you again. Let’s sing a song and wish you all a safe journey and a happy journey! (Singing) Ladies and gentlemen! The train station is here, please take your belongings and get off.”

Source: Xiong Jianping, tour guide. Practice and Cases Hubei Education Press [M], 2014,

Commentary

As a local guide, Xiao Wang’s drop-off service meets the requirements of the tour guide service standards: ① Getting on the bus Then the number of tourists in the group was counted; ② he gave a farewell speech to the tourists on the tour bus; ③ before getting off the bus, he reminded the tourists to bring their belongings. However, there are also many shortcomings: ① He was late, so that he failed to check the luggage of the tour group and go through relevant handover procedures with the tour leader and companions, failed to remind tourists to settle accounts with the hotel, and failed to return the room keys. Reminding tourists to bring their belongings and documents with them when leaving the hotel, failing to assist tourists in dealing with possible problems, and failing to stand in front of the bus door to greet tourists and assist them in getting on the bus; ② When giving a farewell speech, review the tourists’ stay in A over the past two days The content of the city’s activities; ③ No “tourism service quality evaluation opinion card” was issued to tourists to solicit opinions and suggestions from tourists.