Knowledge Points in Chapter 5 of the 2017 Tour Guide Qualification Examination "Tourism Professional Ethics and Policies and Regulations"

Knowledge points in Chapter 5 of the 2017 Tour Guide Qualification Examination "Tourism Professional Ethics, Policies and Regulations"

Section 1 Tourism Safety Management

1. Tourism Safety Management Work Guidelines and principles for tourism safety management

(1) Guidelines for tourism safety management

In order to effectively strengthen tourism safety management and protect the personal and property safety of domestic and foreign tourists, we implement "safety first" ", prevention first" policy. The so-called "safety first" means that during the tourism process, tourism administrative departments, tourism operating enterprises and tourism practitioners must always put safety work first. The so-called "prevention first" means that we must enhance risk prevention awareness and safety responsibility, and do a good job in safety prevention work

(2) Principles of tourism safety management

Tourism safety management The work should follow the principle of "unified guidance, hierarchical management, and grassroots-level management"

2. Responsibilities of tourism safety management agencies and safety responsibilities of tourism enterprises and institutions

(1) Responsibilities of tourism safety management agencies

(2) Safety responsibilities of tourism enterprises and institutions

Tourism safety management must be "grassroots-based". Travel agencies, tourist hotels, tourist car and ship companies, tourist shopping stores, tourist entertainment venues and other enterprises and institutions operating tourism business are the focus of tourism safety management work. Their specific responsibilities for safety management work are:

　1 . Establish a safety management organization and staff safety management personnel

2. Establish safety rules and regulations and organize their implementation

3. Establish a safety management responsibility system and implement safety management responsibilities to everyone Each department, each position, each employee

4. Accept the industry management, inspection and supervision of tourism safety management work by the local tourism and tourism management department

5. Education and employee training should be institutionalized and regularized to cultivate employees' safety awareness, popularize safety standards, and improve safety skills. New employees must undergo safety training and be qualified before they can take up their posts

6. New Tourism enterprises and institutions that open for business must apply to the local tourism administrative department for acceptance of safety facilities, equipment, safety management agencies, and safety rules and regulations before opening. Those who fail to comply will not be allowed to open

7. Adhere to daily safety inspections, focus on checking the implementation of safety rules and regulations and safety management loopholes, and eliminate safety hazards in a timely manner

8. Cars, cruise ships and other facilities used to receive tourists must be inspected regularly It can be repaired and maintained so that it is always in good safety and technical condition, and a comprehensive inspection is carried out before operation, and operation with faults is strictly prohibited

9. There must be complete handover procedures for tourists’ luggage and clear responsibilities. Prevent damage or loss

10. When arranging tour activities for the tour group, you must carefully consider the factors that may affect safety, make a careful itinerary plan, and try to avoid excessive fatigue of the driver

11. Responsible for insuring tourists

12. Directly participate in handling travel safety accidents involving units, including accident handling, aftermath handling and compensation matters

13. Carry out When engaging in special tourism projects such as mountain climbing, automobiles, hunting, and adventure, careful safety protection plans and first aid measures must be formulated in advance, and important teams must report to relevant departments for approval in accordance with regulations

Section 2 Travel Insurance

1. Overview of travel insurance

(1) Concept and classification of travel insurance

Insurance means that the policy holder pays the insurance premium to the insurer according to the contract, and the insurer pays In the event of an accident that may occur as stipulated in the contract, we shall bear the liability for insurance compensation for property losses caused by its occurrence

Travel insurance generally refers to all types of commercial insurance related to tourism activities or applicable to tourism activities.

At present, there are two common types of travel insurance in the domestic tourism market, travel agency liability insurance and travel accident insurance. The former is a compulsory insurance that travel agencies must take out when organizing a group; the latter is a voluntary insurance chosen by tourists

(2) my country’s travel insurance legislation

The Travel Insurance Law is The general term for the legal norms regulating travel insurance relationships

On May 15, 2001, the National Tourism Administration formulated the "Regulations on Travel Agency Liability Insurance for Travel Agencies"

On June 18, 2006, China Insurance The Supervision and Administration Commission and the National Tourism Administration jointly issued the "Opinions on Further Improving Travel Insurance Work"

Conditions for travel safety accidents

Travel safety accidents refer to travel activities during In the process, accidents involving tourists’ personal and property safety are involved. Based on this concept, the constituent elements of tourism safety accidents can be analyzed:

(1) Time element. Tourism safety accidents must be accidents that occur during tourism activities.

(2) Object requirements. Travel safety accidents must be accidents in which tourists are the victims.

(3)Cause requirements. Travel safety accidents must be caused by negligence or accidental reasons.

(4) Result requirements. Travel safety accidents must be accidents that cause damage to tourists' personal or property.

The conditions for a travel safety accident are as follows:

(1) Occurs during travel;

(2) Caused by natural or man-made causes;

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(3) There is legal liability resulting from the relevant parties.

Levels of travel safety accidents

According to the different degrees of personal or property losses caused by travel safety accidents, travel safety accidents can be divided into minor, general, major and extremely serious accidents. 4 levels; 1

(1) A minor accident refers to an accident that causes minor injuries to tourists or an economic loss of less than 10,000 yuan;

(2) A general accident is An accident refers to an accident that causes serious injury to a tourist, or an economic loss of 10,000 to 100,000 yuan (inclusive);

(3) A major accident refers to an accident that causes the death of a tourist or the serious injury of a tourist to Disabled, or with an economic loss of 100,000 to 1 million (inclusive);

(4) A major accident refers to an accident that causes the death of multiple tourists, or an economic loss of more than 1 million, Or the nature is particularly serious and has a major impact.

The level list of tourism safety accidents is as follows:

2011 Tour Guide Qualification Certificate Examination Policies and Regulations Chapter 5 Key Knowledge: Tourism Safety Accident Guidelines

Without safety, There will be no tourism development. For the tourism industry, tourism safety is a very sensitive issue, which not only affects the image and credibility of the tourism industry, but also is related to the survival and development of the tourism industry.

1. Guidelines and principles of tourism safety management

On February 20, 1990, the National Tourism Administration formulated the "Interim Measures for Tourism Safety Management" (hereinafter referred to as the "Safety Measures") , marking that my country's tourism safety management work has initially been brought into the track of standardized and legal management. On January 22, 1994, the National Tourism Administration promulgated the "Implementation Rules for the Interim Measures for Tourism Safety Management" (hereinafter referred to as the "Safety Rules"). According to the "Safety Measures", my country's tourism safety management policy is: safety first, prevention first. This requires that both the tourism administrative department, tourism operating units or tourism practitioners must enhance their sense of responsibility for tourism safety, put safety work first from beginning to end, not have any thoughts of slacking off, and take various practical measures , nip safety hazards in the bud.

At the same time, according to the provisions of the "Safety Measures", my country's tourism safety management work should follow the principles of unified guidance, hierarchical management, and focusing on the grassroots level. That is to say, the National Tourism Administration leads the national tourism safety management work, and local tourism administrative departments at all levels are responsible for the tourism safety work in their own administrative regions. Travel agencies, tourist hotels, tourist car and cruise ship companies, tourist shopping stores, tourist entertainment venues and Other enterprises and institutions operating tourism business, as the grassroots units of tourism safety management, must implement tourism safety management work in detail and make tourism safety work effective.

2. Tourism safety management agencies and their responsibilities

(1) Tourism safety management agencies. The "Safety Measures" stipulate that tourism administrative departments at all levels must establish and improve tourism safety management institutions. Tourism administrative departments at all levels, under the leadership of local government departments, work with relevant departments to manage tourism safety. The "Safety Rules" also stipulate that tourism administrative departments at all levels shall protect the safety of tourists' personal and property in accordance with the law. These regulations illustrate that tourism administrative departments at all levels are my country’s tourism safety management agencies, and the tourism safety management agencies established by them are important institutions for managing tourism safety work.

(2) Responsibilities of tourism safety management agencies. The responsibilities of tourism safety management agencies include the following aspects: ① formulate rules and regulations for tourism safety management within the scope of their powers and organize their implementation; ② guide, supervise, and inspect the implementation of various laws and regulations involving tourism safety by tourism enterprises and institutions. situation; ③ Organize and implement tourism safety education and publicity; ④ Work with relevant departments to inspect and accept safety facilities before the opening of tourism enterprises and institutions; ⑤ Supervise and inspect tourism enterprises and institutions to implement regulations related to the personal and property safety of tourists Insurance system; ⑥ Handle tourists’ complaints about safety issues and properly handle them together with relevant departments; ⑦ Establish and improve the safety inspection work system and hold regular safety work meetings; ⑧ Participate in the handling of accidents involving tourists’ personal and property safety.

Procedures for handling travel safety accidents

After a travel accident occurs, it must be handled in accordance with the prescribed procedures. According to the provisions of the "Interim Measures for Tourism Safety Management", when a travel safety incident occurs during the reception of tourist groups, travel agencies should handle it according to the following procedures:

1. Organize emergency rescue

The tour guides present should calmly and calmly cooperate with relevant departments to rescue the seriously injured and prevent the situation from continuing to develop.

2. Report immediately

Tour guides should immediately report to their travel agency and relevant fire protection, public security, and transportation departments. Travel agencies should promptly report to the local tourism administrative department and report to the group travel agency. The local tourism administrative department must report to the local people's government as soon as possible after receiving a report of a general, major, or extremely serious tourism safety incident. For major or extremely serious tourism safety incidents, they must be reported to the national tourism administrative department at the same time (that is, a written report must be written within 24 hours and submitted to the above-mentioned department).

3. Protect the accident scene

After a tourism safety accident occurs, but before public security department personnel enter the accident scene, if evidence needs to be moved for rescue work, they should mark it and Try to protect the objectivity and integrity of the accident scene.

4. Properly handle the aftermath of travel safety accidents

(1) Confirm the casualties

The accident reporting unit should, while organizing rescue operations, Check the team name, nationality, name, gender, age, passport number and domestic and foreign insurance status of the casualties and make written records.

(2) Notify foreign embassies, consulates, family members of the casualties, and overseas tour groups

If a fatal accident occurs and the casualties include tourists from overseas, relevant units should Quickly notify the embassy and consulates of the countries where the casualties are located in China and the families of the victims through the foreign affairs department; at the same time, notify relevant overseas tour groups through domestic tour groups.

(3) Condolences to the injured and reception of family members of the casualties

After the accident, the reception agency, tour group organization and relevant departments should send people to the hospital to express condolences to the injured; families of overseas casualties arrive Afterwards, the relevant departments, reception agencies or tour groups should provide them with necessary food, accommodation and transportation conditions, and go to the place of residence to express condolences.

(4) Provide necessary certification documents to the disabled or the family members of the casualties

The responsible party and the competent department are responsible for contacting the relevant departments to provide the following certification documents to the disabled or the family members of the casualties :

The hospital at or above the county level shall issue a "disability certificate" to the disabled;

The hospital at or above the county level shall issue a "death certificate" to the family members of the casualty "Document", "Diagnosis Certificate" or "Medical Record Summary" of the rescue process. If the family of the deceased or the embassy or consulate of his country in China requests an autopsy, an "Anatomy Result Certificate" should be issued to them; for abnormal death, the The forensic doctor from the public security agency or judicial agency issues a "death certificate". It should be noted that the above certificate must be consistent with the cause of death.

(5) Corpse disposal

The corpses of casualties whose cause of death has not yet been determined must be embalmed, frozen and properly preserved. Regarding the disposal of the bodies of casualties whose causes of death are clear, the opinions of their families should be respected. They can be cremated locally or agree to transport the bodies out of the country. However, seriously decomposed corpses or corpses that died of quarantine infectious diseases must be cremated nearby. www.Examda.CoM

If the body is cremated locally, a written request should be submitted and signed by the family of the deceased or the embassy or consulate of the country in China, and then the hospital will issue a "death certificate" or the public security agency ,. The forensic doctor of the judicial authority will issue a "death certificate", and the civil affairs department will issue a "cremation certificate". The urn will be handed over to the signer to take it back or transport it out of the country.

If the remains are repatriated to the country, in addition to the "Death Certificate" or "Death Appraisal Certificate", they must also have a "Corpse Embalming Certificate" issued by the hospital, and a "Coffin" issued by the epidemic prevention department after quarantine. Exit Permit".

(6) Cleaning of the deceased’s belongings

The deceased’s belongings should be cleared by the deceased’s companions and the personnel of the embassy and consulate of the country to which they belong in China and our personnel. inventory. If no companions or staff from the embassy or consulate are present, a notary can be asked to be present. After the inventory is completed, a list is made, signed by the inventory personnel one by one, and notarized in duplicate. When handing over relics, the person receiving the relics is required to issue a receipt and indicate the place, time, and persons present, etc. If the deceased has a will, the will should be photographed or copied and kept, and the original should be given to the family of the deceased or the embassy or consulate of any country in China. Source: Examination University

(7) Accident investigation

The contents of the accident investigation should include: the cause of the accident, casualties and property losses; the nature and responsibility of the accident, etc. .

(8) Write a written summary report

The written summary report should include: the results of the accident investigation; the accident handling process; the progress of the aftermath and the injured, family members of the deceased and relevant personnel Reflect; make suggestions to prevent similar accidents from happening again; make suggestions on how to deal with those responsible for the accident; check the implementation of emergency measures for accidents, etc. Source: www.examda.com

5. Claims

According to Article 11 of the "Interim Measures for Tourism Safety Management": "Compensation for foreign tourists shall be in accordance with relevant national insurance policies." Proper handling of regulations.”