How to improve the quality of tourism service in China

The quality of tourism service is an important symbol of the comprehensive competitiveness of a local tourism industry, and it is the most effective way to show the connotation of local history and culture, publicize local culture and enhance the attraction of scenic spots. Only by achieving high quality in all aspects can we win the trust and reputation of tourists. To improve the service quality of tourist areas, we should mainly start with "soft service" and "hard service". Soft service refers to the service level of "service personnel" in the scenic spot, and "hard service" refers to the infrastructure inside and outside the scenic spot. If these two points are perfected, the service quality of tourist areas can be improved.

Soft service:

(1) Establish a tourism service quality supervision system.

Give full play to the supervisory role of social forces and news media, regularly track and supervise the service quality of hotels, hotels, travel agencies and tourism service personnel, and take their evaluation as an important basis for the evaluation of hotels, hotels, travel agencies and tourism service personnel; Combine news media exposure with strengthening the industry management of tourism authorities, and solve problems in time when they are found.

(2) Establish the concept of humanized service.

The civilization degree of scenic spots represents the civilization degree of a place in a certain sense. Building a civilized and humanized scenic spot is the goal pursued by every scenic spot. Take "tourist satisfaction" as the soul of the development of scenic spots, and create a place with beautiful environment, good ecology, civilization and harmony for tourists. Scenic spots should regard tourists as gods, and solicit management opinions and suggestions from the society by setting up website message boards, e-mails, suggestion boxes, hotlines, information desks, symposiums, questionnaires and other forms, so as to mobilize the enthusiasm of tourists to the maximum extent and invite them to participate in planning the bright future of scenic spots. In order to collect tourists' opinions and suggestions on the problems existing in the construction, service and management of the scenic spot at the first time, the scenic spot management unit can also set up a special public reception day, and take a combination of answering at any time and making an appointment by telephone to answer the inquiries and suggestions of tourists and the masses. For special groups such as the elderly, pregnant women, children and the disabled, we can consider setting up special service groups, actively attract young volunteers to participate, and carry out targeted "one-on-one" and personalized services to meet the needs of tourists.

(3) Strengthen tourism safety.

A. it is to improve the safety organization and clarify the division of responsibilities.

B. Make emergency plans, establish emergency rescue mechanisms, set up a clinic and equip full-time medical staff.

C. It is to conduct safety inspection on transportation, electromechanical, sightseeing, entertainment, fire fighting, anti-theft and ambulance facilities and key parts, find hidden dangers and eliminate them in time.

(4) Pay attention to the handling of tourists' complaints and establish an information feedback system.

As a scenic spot manager, we should not only pay attention to the integrity of hardware facilities, the beautification of the environment and the availability of services.

Attitude and other important factors, we should pay more attention to customers' dissatisfaction, complaints and complaints about service quality during and after service, so as to deal with problems and errors in service in a timely, safe and reasonable manner; Establish an information feedback system to avoid similar mistakes in the subsequent sales process.

(5) Strengthen tour guide training and improve tour guide service level and awareness.

Tour guide training courses are held regularly, and experts from all sides are hired to teach world politics, economy, history, geography, language, literature and art, rescue and other knowledge. Only by passing the exam can you continue to work; Formulate strict training rules and programs to train international-level tour guides. Improve the service awareness of tour guides, and only with good service awareness can you have a good service attitude. Only under the control of good service consciousness can the skilled service skills of tour guides be meaningful and give full play to their functions.

Bad use

(1) Increase the supporting construction of tourism service facilities.

Set up eye-catching tourist signs at city entrances, intersections, bus stops and scenic spots; Optimize bus routes and open direct buses between major scenic spots; Set up benches and other facilities for tourists to rest inside and outside the scenic spot; Combine tourism with the promotion of China culture to increase cultural performances and folk experience; Strengthen the management of parking lots and sanitary facilities in various scenic spots.

(2) Update and improve tourism service facilities.

First, expand the service content, provide more consultation, complaint service and tour guide service for tourists, and increase humanized service items to facilitate the differentiated needs of tourists.

The second is to update all kinds of outdated guiding signs, such as guide card, signboards, scenery introduction boards, etc. To make up for and improve the shortcomings.

The third is to print all kinds of public information materials, such as guide maps and leaflets. , in order to facilitate tourists to obtain and understand tourism information.

Fourth, the lecturers will be publicized in a unified way, hold certificates and provide personalized services according to the different needs of tourists.

The fifth is to increase tourist rest facilities to meet the needs of tourists during peak periods. Sixth, increase modern service means, such as online reservation, mobile phone tour guide, wireless explanation machine, etc.