What is the knowledge about tourist reception etiquette?

With the improvement of people’s living standards, more and more people are going out to travel. The following is the “tourist reception etiquette knowledge” that I have compiled for you. It is for reference only. I hope you like it!

Reception etiquette for tour guides? Clothing etiquette

(1) Basic principles of dress

First of all, the clothes should be neat and clean.

Second, the clothes must fit properly.

Third, anyone wearing a coat, windbreaker, or hat should take it off immediately when entering the room;

Fourth, you must not adjust your clothes or take off your shoes or socks in front of guests at any time. Makeup and touch-up should be avoided.

(2) The color matching principle of clothing

(3) The "TOP" principle of clothing "TOP" is the combination of "time", "occation" and "place" in English. The abbreviation means time, place, and occasion. The "TOP" principle requires people to make corresponding adjustments in clothing based on time, place, and occasion.

Clothing categories:

(1) Uniforms

(2) Casual clothes

(3) Suits

(4) Shoes and socks

Travel reception etiquette knowledge

Tourism services refer to the way that tourism service personnel provide tourists with services that can satisfy their physical and psychological needs through various facilities, equipment, methods, means, ways and various forms of "hospitality". In the process of material and spiritual needs, it creates a harmonious atmosphere and produces a spiritual psychological effect, thereby touching the emotions of passengers, arousing their psychological excitement, and making them feel comfortable and happy in the process of receiving services. An activity that makes people feel happy to communicate and enjoy consumption.

Principles of tourism reception

1. Principle of respect

Modern tourism industry emphasizes "guest first". , requires putting guests first, doing everything for the sake of guests, and taking the initiative and enthusiasm to meet the various reasonable needs and wishes of guests. Among all the needs and wishes of guests, the need for respect is the strongest and most sensitive. It is also a normal, reasonable and minimum requirement, and it is the right of guests.

2. The principle of “equal treatment” in service work means that all guests should be treated equally. To be respected, one 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 contacts, but the attitude of respect and respect for guests must be treated equally.

3. Principle of enthusiasm

The ability to proactively solve the various requirements of guests and meet the various psychological needs of guests is an important criterion for measuring the quality of tourism services. Therefore, the Etiquette behavior should be proactive.

4. The principle of appropriateness

Modern etiquette emphasizes that interpersonal interactions and communication must be moderate, pay attention to social distance, and control emotional scale. We should keep in mind that too much is too little. Therefore, we should pay special attention to the difference in etiquette degree and etiquette methods under different circumstances, and adhere to the principle of appropriateness according to the time, place and person.

5. The principle of tolerance< /p>

The principle of tolerance in etiquette means not to care too much about the other party’s etiquette mistakes. When using etiquette in tourism services, we must not only be strict with ourselves, but also be tolerant to others, understand and considerate of others, and be considerate. Don't be blaming, fussy, or even aggressive.

When faced with excessive or even rude requests from guests, our staff should explain calmly and patiently, and never pursue them and push the guests into a dilemma, otherwise the guests will develop a rebellious mentality. Form confrontation and cause disputes.

When a guest makes a mistake, we must be "reasonable and let others do it", learn to tolerate the other party, let the guest go down the stairs with dignity, and save the guest's face. When guests make criticisms to us, we should listen carefully with the attitude of "if there are any, correct them, if there are none, add encouragement".

6. Principle of self-discipline

The highest state of etiquette is self-discipline, that is, being able to consciously restrain one's behavior in accordance with etiquette norms without any supervision. Tourism workers must not only understand and master specific etiquette norms, but also establish a moral belief and behavioral cultivation in their hearts to gain inner strength.

Start with self-discipline in customer service, always check whether your behavior conforms to etiquette norms, receive and serve guests in strict accordance with etiquette norms at work, and do it with or without the presence of superior supervisors. Be the same before and after guests, turning etiquette norms into conscious behaviors and inner qualities.

Tourism reception etiquette requirements

Smile

● Take nature and kindness as the basic principles.

● Do not laugh or smile in formal and solemn occasions, when guests are embarrassed, or when everyone is sad and depressed.

● Laughter should not affect tourists’ conversations and rest, and it is not appropriate to laugh heartily or loudly.

● Don’t greet tourists with a mechanical smile.

Handshake

● Receptionists generally do not use handshakes. Service staff can only shake hands with tourists when they actively extend their hands.

● When shaking hands, distinguish between host and guest, position, elder and younger, etc.

● When shaking hands between opposite sexes, the woman usually extends her hand first. Men generally only hold women's fingers, and do not use excessive force.

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

● Avoid wandering eyes and absent-mindedness. The handshake should not last too long.

● Avoid shaking hands with two people at the same time, and avoid shaking hands crosswise.

● Avoid hesitating, being too slow or forcibly shaking hands.

● Do not wear gloves to shake hands with others. Do not wipe your hands with handkerchiefs or paper towels after shaking hands.

Bowing

● When bowing, you should take off your hat and put it back on after completing the salute.

● When bending down to salute, keep your eyes on the ground and do not turn your eyelids upward.

● You should pay attention to the eye contact with the other person before and after bending down.

● The bowing ceremony of service staff is generally between 15 and 30.

Nodding

● Nodding is a relatively casual etiquette. You should say greetings while saluting.

● When nodding, you should smile, face the other person, look at the other person, and nod slightly. Just one nod, not too many.

● If you are wearing a hat, you should first take off your hat and nod in salute, then put it back on.

Reception etiquette

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

During the reception process, the reception etiquette of guest first and polite service should be reflected. The purpose is to make guests feel respected and at home, so as to better establish a good image of tourism professionals and organizations, so as to promote friendship and strengthen cooperation.

During the tourism reception, the travel agency must arrange the reception work, which is mainly divided into two parts.

First, reception by the tour guide. Second, receive the salesperson from the sales department.

During the reception process, the tour guide:

(1) Clothing must be clean, tidy, and generous, and not too gorgeous. Since you are traveling in a group, you can choose casual or sportswear. Female tour guides should not wear heavy makeup or wear long or short skirts.

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

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

(4) Respect the customs and habits of each tourist, especially tourists from different countries, regions and ethnic minorities, and respect their religious and ethnic beliefs.

(5) Arrive at the pick-up location or assembly point in advance and display the tour guide flag or other signs to tourists.

(6) When you see tourists, you should greet them proactively and enthusiastically. When tourists get on the bus, you should stand at the door to help them get off the bus. Wait in front of the bus door and wait for the tourists to get on before getting on the bus. When getting off the bus, guide the passengers to get off first.

(7) When counting the number of tourists, count them silently and avoid pointing your fingers at the tourists impolitely.

(8) When giving explanations on the bus or at scenic spots, you can use gestures while explaining in words. The correct gesture should be to naturally extend your hand with your palm facing your back and your fingers together naturally. Never use a commanding tone when speaking to tourists.

(9) After the tour is over and the tourists are bid farewell, tourists should be reminded to bring their documents and luggage. When giving a farewell speech, the tourists should be thanked for their support and cooperation in their work and express their feelings of farewell. I hope that next time Serve everyone again.