There is an urgent need for "tourism service quality management system" and "travel agency reception system"

Measures for the supervision and administration of service quality of Xingcheng Jinhai Travel Agency

Article 1 Establish and improve the tourism complaint system. Publish the complaint telephone number of the Municipal Tourism Bureau on the website. The company has 24 tourist telephone numbers, and the general manager and directors of the company are on duty in turn.

Article 2 After receiving a complaint call, tourists' complaints shall be handled in a timely manner, and tourists' requests for changing tour guides or other reasonable requirements shall be met in a timely manner.

Article 3 The company shall strengthen the legal education, professional ethics education and vocational skills training in tourism professionals, and implement the system of internal assessment and service quality supervision and inspection.

Article 4 All service items and charging standards shall be made public on websites and travel contracts.

Article 5 Organize the reception of tourism teams, and issue the team itinerary to tourists in line with the contract before departure. The itinerary should indicate the names of scenic spots, shopping places, hotels and restaurants, housing standards and self-funded projects visited by the team every day.

Article 6 Before the end of the trip, the team will issue a tourism service quality evaluation form to tourists.

Article 7 To merge a tourism team with other travel agencies, it is necessary to obtain the consent of the tourists in advance and confirm the price and service standard in writing to the tourists.

Article 8 If the goods purchased by tourists in the shopping places arranged in the operation plan are fake and shoddy goods, the company shall assist tourists to return them or claim compensation.

Article 9 If it is really necessary to change the contract and team operation plan due to force majeure, it shall be explained to the tourists in time, and if the service items are reduced, the corresponding expenses shall be refunded.

Article 10 If the company fails to perform the contract due to its fault, it shall bear the corresponding liabilities for breach of contract according to law or in accordance with the agreement; If losses are caused to tourists, compensation shall be made according to law.

Article 11 If a tourist leaves the team due to the fault of the tour guide during the tour, the company shall bear the accommodation and other necessary expenses during the period of the tourist leaving the team, and pay a penalty of 30% of the tour expenses.

Article 12 A company shall keep travel contracts, transportation contracts, reservation contracts, merged team contracts, insurance contracts, team operation plans, and tourism service quality evaluation forms as tourism business files, and accept the supervision and inspection of the tourism administration department.

Article 13 If a travel agency organizes a domestic tourism team with more than 15 people, it shall arrange a tour guide to accompany it throughout. If both parties agree not to arrange full-time accompanying tour guides, the travel agency shall properly arrange the specific contact information and emergency measures of the tourist destination.

Fourteenth strict management system of tour guides. Tour guides who violate the relevant provisions of the state or province shall be reported to the tourism administrative department for handling.

Article 15 When renting a bus, a company shall sign a tour team transportation contract with a transportation enterprise with the qualification of tourist passenger transportation.

Sixteenth drivers and vehicles provided by tourist passenger transport enterprises must complete the formalities and be fully insured, in line with the relevant provisions of the state and province.

2008 1 month

Rules and regulations of reception work at the front desk

As the company's foreign-related window, the company's front desk must keep in touch with customers, which is of great responsibility. Reception at the front desk directly represents the corporate image and service quality. Therefore, the company's front desk reception must strictly abide by the reception work norms. Otherwise, it will have a serious adverse impact on the company image. In view of this, the detailed rules for reception work at the front desk are formulated to refine and concretize the reception work. The front desk receives all the work that should be responsible within the scope of post responsibilities. If there is dereliction of duty, resulting in heavy losses to the company, even if these rules are not formulated, the necessary responsibility for dereliction of duty can be investigated. The specific punishment will be decided by the chairman's office meeting after research.

I. Job responsibilities

1. Responsible for the reception, registration and guidance of visitors entering the company's office, shielding irrelevant personnel, door-to-door sales and unreasonable troubles or assisting relevant personnel to deal with them.

2. Be responsible for forwarding the company's mails, parcels and newspapers.

3, responsible for answering the phone, record the phone content, and do a good job of recording and conveying. Maintain the telephone regularly.

4. Keep the environment of the front desk, front hall and doorway corridor clean and tidy.

5. Responsible for printing company documents and assisting in copying.

6, responsible for newspaper subscription and mail distribution management.

7. Assist the reception of visiting guests and the logistics of company meetings.

8. Abide by the relevant confidentiality provisions of the company.

Second, the job responsibilities:

1, front desk sorting and cleaning

2. Receive visiting guests and important guests, provide guidance and provide related services.

3. Registration of sending and receiving company letters, materials and magazines.

4, answer the phone, handle general affairs, in case of important complaints should promptly notify the customer service department.

Third, the affiliation:

Direct leadership: office, personal marketing department

Subordinate: None

Four, job responsibilities:

1. Set up a company visitor register, and all employees who come to the company must register (the boss's close friends can be registered directly by the front desk staff). The name, the number of visitors, the reason for the visit and the time of entry and exit are indicated on the register.

You must be on duty during working hours. That is, 8: 00 am-12: 00 am and14: 00 am-18: 00 pm. If you need to go out on business, you can leave your post with the approval of your direct leader. When going out, the direct leader will arrange the reception at the front desk, and must ensure that there are no vacant positions at the front desk. If it is impossible to arrange personnel, the receptionist shall not go out. Private affairs are not allowed to leave the post.

3, the company has a visiting guest, the guest to the front desk within one meter, the receptionist must get up and smile, say polite words, and greet the guests to sit down. The receptionist can't sit down until the guests sit down.

When visitors make personal requests, the receptionist must listen carefully and take notes when necessary. In case of complaint that can't be handled, please wait for a moment and ask someone to be responsible for solving it.

5. When a guest asks for a company employee, the receptionist should guide the guest into the reception area and notify the specific receptionist.

6. If the visitor doesn't listen to the request and wants to break into the office, call the order maintainer to help intercept it. In case of emergency, you can call the staff in the company office hall for help.

7. When the guests leave, greet them with a smile, "Please walk slowly".

Job responsibilities 2:

Responsible for receiving all company mails, parcels, newspapers and materials, and transferring personal mails directly to the office.

Job responsibilities 3:

1, when the bell rings for the second time, it shall not exceed the third time.

2. When answering the phone, say in a standard tone: "Hello, insider Tianma Travel Agency!" Or "Hello, travel to knowledgeable people!"

3, the requirements of the caller, must be recorded in time. If you need to convey it to others, you need to write down the calling time, caller's name, reason and related matters.

When answering the phone, you must pay attention to etiquette, speak slowly, keep a natural, decent and generous image, and don't lean forward, eat in your mouth or bow your head. Control your tone when you speak and don't make too much noise.

5, answer the phone as long as possible to make a long story short, in case of complaints from guests, you need to sort out the guests' emotions and wait patiently. Don't make personal calls for more than three minutes.

6. Answer the phone before the caller hangs up. (except for personal calls).

Job responsibilities 4:

1. The front desk, including the whole front desk and office chairs, must be kept clean and tidy, free from dust and stains.

2. Nothing can be put except company leaflets, personal teacups, desk calendars and file boxes. Don't pile up food and sundries. Don't eat food at the front desk.

3, the front desk can only be served by staff, other personnel are not allowed to enter the front desk to sit. Company personnel are not allowed to gather at the front desk to chat. If you need to discuss official business, you can enter the front desk, but it shall not exceed ten minutes. If it takes more than ten minutes, it should be done in other offices, and the receptionist should apply to the superior leader for arrangement.

Job responsibilities 5:

1, the daily work is mainly reception at the front desk, supplemented by copying and printing.

You must master the use of photocopiers and fax machines.

3. Skillfully use the sales system of knowing people, management software of Yitong Travel Agency and OFFICE series office software.

Job responsibilities 6

1. If visiting guests need to visit the company, they need to ask the leader for instructions.

2. When the company needs to conduct training or hold a meeting, it must arrive at the site half an hour in advance to help make all the preparations.

Verb (abbreviation for verb) gfd requirements

1. If the company orders uniforms, it must wear uniforms to work. When there is no custom-made uniform, you must wear professional clothes, that is, suits to work. Keep it clean and tidy.

2. Don't wear off-the-shoulder clothes, suspenders and other informal clothes to work. Don't wear slippers or leather sandals similar to slippers to work. The hem of the skirt should not be less than three centimeters below the knee. Don't wear "three legs"

3, the head must be washed frequently, neatly combed, no dandruff, no long hair.

4, often cut nails, keep clean, do not grow nails, nail polish, nails can not have black objects.

5. Keep your breath fresh and natural without peculiar smell.

6. Wear light makeup at work and don't wear accessories other than rings. No makeup at the front desk.

7. Maintain good standing posture, sitting posture and walking posture. Stand with your chest out and your shoulders in. Don't lean back, shake your head and look around when you are sitting.

8. In front of the guests, no manicure, tooth picking, nose picking, burping, stretching, singing, humming or makeup are allowed.

Six, courtesy etiquette

1. Guests should be natural, generous, steady, warm and polite, use polite language, serve with a smile and make good use of honorifics. Do it: greet the guests, address them, thank them for leaving, and apologize for the mistakes at work. Don't judge people by their skin color, race, beliefs, clothes and looks.

2. Take the initiative to give way when meeting guests, and don't take the initiative to shake hands when meeting guests, especially female guests. If guests reach out and shake hands first, they should smile and shake hands. When shaking hands, the posture should be correct, the waist should be straight, the upper body should lean forward slightly, and the strength should not be great. You shouldn't shake hands with guests with your left hand.

When talking with guests, stand up straight, pay attention to your manners, don't look around, don't hold your hands forward and bow your head. Listen to the guest's speech, don't grab words with the guest, don't interrupt, don't argue with the guest, don't argue irrationally, speak in moderation, with gentle tone and elegant language.

4. Don't ask the age of the guests, especially the female guests. Don't ask the guest's resume, salary, clothing price. Don't look around and don't whisper to people wearing strange clothes. Non-discrimination, enthusiastic help and thoughtful service for disabled people or people with physical defects.

5. Don't be too casual and affectionate to visitors, don't pat on the back, don't laugh at visitors' carelessness, and don't point fingers at visitors.

Seven. Supervisor

The direct supervisor of this working rule is the manager and office of each marketing department. Other departments of the company are assisted by supervisors or above.

Eight, the "Working Rules" put forward specific requirements for the work content of the front desk reception. Any violation of the requirements will be dealt with according to the seriousness of the case:

1, violation of the above provisions, more than three times in a month (including three times), is regarded as dereliction of duty. The company will publicly criticize.

2. Those who violate the above provisions for more than five times (including five times) within one month shall be regarded as serious dereliction of duty, and the performance appraisal of that month shall be classified as unqualified, with a cash fine of 50- 100 yuan. And strengthen relevant training.

3, in violation of the above provisions, reached more than ten times in a month, or accumulated more than fifteen times, as unqualified. The company transferred posts. If you can't arrange a post, you will be dismissed.

The above content is a model essay, please modify it according to the actual situation!