20 19 tourist guide card chapter 6 test sites: tour guide skills of tour guides

Tour groups are temporary groups composed of tourists of different ages, occupations, educational levels, personality hobbies and even different regions. Although the tour group has a leader or head, they are all temporary groups, do not know each other, and lack strict organization and cohesion; Secondly, the itinerary of tour groups involves travel, travel, accommodation, food, shopping and entertainment, all of which belong to different travel service providers; Finally, the organization and operation of tour group activities also involves the leader, the whole escort, the local escort and the driver, who come from different units and represent different interests. Therefore, the tour guide should take the tour group well and make the tour activities go smoothly as planned.

In addition to giving full play to the subjective initiative of tour guides, they also need to have a variety of tour guide skills, such as service skills, communication skills, organizational skills, coordination skills and so on.

Section 1 The concept, characteristics and principles of tour guide's tour guide.

First, the concept of tour guide leadership groups

Ideas refer to people's ideas about the objective world or things. Although tour guide is a practical job, it must deal with many relationships in order to make the tour activities go smoothly and make tourists happy and satisfied. Therefore, tour guides need to improve these specific tasks to a rational understanding, that is, to establish the concept of doing these tasks well, that is, the concept of service, quality, cooperation and market.

(A) the concept of service

Tourism product is a kind of service product, which includes many services, such as catering service, room service and shopping service. Due to the different materials and equipment when providing services, the contents of different services are also different. For example, catering services include not only the services of catering staff, but also foods such as food and beverages. The service content of tour guide services is higher than other types of services.

The service content of tour guide service is high, because it not only does not contain physical products, but also has a relatively long service time, especially when receiving tour groups. From the moment you greet the tour group to farewell, it usually lasts for a few days or even longer. Tour guides should always provide services for tourists, help them understand the situation of tourist destinations and solve various problems encountered by tourists. Therefore, a tour guide must have a strong sense of service, which is the premise for a tour guide to bring a good tour group.

(B) the concept of quality

Quality is the core of all products, and tourism products are no exception. Compared with physical products, tourism products mainly provide services to tourists, and the tour guides provide almost pure services to tourists. Whether engaged in freelance tour guide service or participating in the tour guide service organized by travel agencies, service quality is the first concept that tour guides should establish. For freelance tour guides, the quality of service has a great influence on their market image, and even determines the choice of tourists online or offline. For the group tour guide service organized by travel agencies, due to the large number of tour groups and different interests of different tourists, tour guides have to meet their different reasonable needs, which not only puts forward higher requirements for tour guide service, but also makes it difficult to accurately measure its service quality.

Moreover, different tourists may have great differences in the quality evaluation of the same service provided by tour guides. The more complicated the situation of tour groups, the greater the difference in demand for tour guide services, and the more difficult it is to measure the quality of tour guide services, because the role of objective standards that determine the quality of tour guide services is decreasing at this time, while the role of subjective standards is increasing.

The national standard of Guide Service Specification is the basic standard of guide service, and it is the minimum quality requirement that every guide must meet in guide service, that is, to meet the needs of tourists.

Follow the standard requirements. As for the individual requirements of different tourists, norms cannot and should not be involved. Only when the tour guides meet the same needs of tourists in the tour group and the reasonable individualized needs of different tourists in terms of quantity and quality can a team's tour guide service be of high quality. Therefore, judging the service quality of group tour guides depends neither on the feelings of tour guides nor on objective standards, but mainly on the feelings of tour tourists. In this sense, high-quality tour guide service is jointly produced by tour guides and tourists. Here, tourists' subjective feelings account for a large proportion. Although tour guides can't ask tourists to change their subjective feelings, they can influence tourists' feelings by providing thoughtful and meticulous services on the basis of in-depth understanding and analysis of tourists' psychological needs, so as to transform them into a direction conducive to improving their quality. Therefore, to establish a quality concept is to require tour guides to meet the legitimate and reasonable needs of tourists when providing tour guide services for tourists, so that tourists can enjoy both materially and psychologically. It is the basis of doing a good job in group tour guide service.

(C) the concept of cooperation

Tourism product is a kind of composite product, which consists of a variety of products and services to meet the needs of tourists. Here, travel agencies play the role of organizers, providing various products and services to relevant departments and units, such as transportation departments, catering departments, accommodation departments, cultural and entertainment departments, garden departments and so on. , play the role of related product and service provider. They combine to meet the tourist demand and become a necessary link in the tourism activity chain. They complement each other and depend on each other. This situation determines that the relationship between them can only be close cooperation, because the lack of any link will make tourism activities impossible, and the service defect of any link will affect the quality of the whole tourism product.

The tour guide is a representative of the travel agency, a full-time person who accompanies and receives the tour group, and is responsible for making the tourism activities go smoothly. In order to fulfill this responsibility, in addition to the tour guide, we should also ensure that other products and services needed by tourists during the tour can be provided on time with good quality and quantity. Therefore, tour guides need to strengthen communication and cooperation with relevant service supply departments. It is a necessary condition for a tour guide to take a good tour group.

(D) Market concept

The market is the source of survival of tourism enterprises, and all business activities of enterprises must focus on developing the tourism market and attracting tourists. Whether a tour guide is a member of a travel agency enterprise or a freelancer, his working object and economic benefits are closely related to the tourism market and tourists. Without tourists, the tour guide service is water without a source and a tree without a root. In this sense, tourists are the "parents" of both travel agencies and tour guides, and the market is the survival foundation of both travel agencies and tour guides. Especially when the management system of tour guides changes and tour guides become freelancers.

Tour guides should establish the concept of market, that is, they should establish the concept that tourists are the main body of tourism activities, and truly achieve "tourists-oriented and sincere service" in tour guide services, recognizing that it is tour guides who need tourists, not all tourists. For the tour guide service, due to the large number of tourists and relatively long travel time, the influence of the tour guide service is also great, and the force on tourists is also strong. High-quality tour guide service can expand the market, and inferior tour guide service can accelerate the shrinking of the market.

Second, the characteristics of tour guides

(a) contracts

No matter the travel agreement signed by the source travel agency and the destination travel agency on behalf of the tourists, or the agreement reached between the travel agency and the individual who temporarily formed the tour group, it is a contract document without legal form but with legal effect. They are not only the basis for travel agencies to make tourist reception plans, but also the guide for tour guides to provide tour guide services for tour groups.

Tour guides should conscientiously follow the contents and requirements of the travel agreement or agreement, fully implement the tourist reception plan and provide standardized services in accordance with the standards of tour guide service norms. Unless there is an emergency that endangers the personal safety of tourists, the tour guide shall not change the reception plan of the tour group without authorization. If this happens, the tour guide must also obtain the consent of most tourists in the tour group before adjusting or changing the reception plan. Because the reception plan is the concrete embodiment of the travel agreement or agreement reached by both parties, if one party needs to adjust or change it, it must be agreed by both parties through consultation, otherwise it will be a breach of contract.

(2) Integrity

Sacred means that the tourism activities of tour groups have the characteristics of collective action. Although their members have great differences in personality characteristics, their action requirements are consistent, not only in the assembly time, but also in various group tourism activities, such as eating and watching programs at night, which is required by the group nature of tour groups. Maintaining the integrity of the tour group's tourism activities is conducive to the effective implementation of the tourist reception plan by the tour guide, and also helps to reduce the unsafe factors of tourists and improve safety. Therefore, tour guides should ask tourists to take collective actions from beginning to end during the tour to prevent tourists from getting lost or plane (car, boat) accidents caused by personal behavior. Of course, the integrity of the tour group does not rule out that tourists temporarily withdraw from the tour group activities due to personal affairs, but the tour guide should understand the relevant situation and explain the precautions.

discrepancy

Difference means that different tour groups and tourists in the same tour group have different characteristics in tourism demand and personality characteristics.

First of all, from the perspective of different tour groups, there are many kinds of tour groups, including elderly tour groups and right student tour groups; There are both sightseeing tours and professional tours (such as doctor tours and lawyer tours); There are both religious tour groups and incentive tour groups. Different tour groups not only have different travel needs, but also have different behaviors. These different requirements require tour guides to treat them differently according to the differences of travel needs and behaviors of different tour groups and make corresponding reception preparations.

Secondly, different tourists from the same tour group have the same tourism needs, but due to different social and cultural backgrounds, the requirements for the quality of tour guide services are not exactly the same. In addition, some tourists have some personalized requirements, which they hope to be realized by tour guides during the tour. However, in terms of expression, due to the differences in personality characteristics, their expressions are also quite different. Some people tell the tour guide directly, some people express it euphemistically, and some people don't say it on the principle of not disturbing others. In short, these differences require tour guides to provide standardized services according to the reception plan, but also to deeply understand the different needs and personalities of different tourists in the tour group, and according to the individual

The specific situation of tourists, just right to provide personalized services.

(4) Liquidity

The activities of the tour group are carried out according to the planned tour route, that is, from one city to another. Even in the same city, tourism activities are constantly shifting in hotels, restaurants, tourist attractions, tourist shops, entertainment places and airport stations. This mobility not only requires tour guides to provide thoughtful services at different times, but also to pay attention to the personal and property safety of tourists at any time and place and do a good job of reminding them.

Third, the principle of tour guide leading a group

In taking a good tour group, a tour guide should adhere to the following principles in addition to the basic principles of tour guide service.

(A) the principle of reasonable security

The activity schedule of the tour group has been clearly arranged in the tourist reception plan. The reasonable arrangement here refers to the further specific arrangements made by the tour guide according to the specific conditions and requirements of the tour group members and within the scope stipulated in the plan, in order to ensure that the tour group will carry out its tourism activities in an orderly manner as a whole. To this end, tour guides should handle the following three aspects:

(1) Handle the relationship between strength and weakness according to the age and physique of tour group members. Young people with good physique and tourists have a fast pace and a large amount of activities, while elderly people with weak physique and tourists are on the contrary, often forming contradictions in the same tourism activities. In view of this situation, tour guides should fully consider the needs of two aspects in the arrangement of activities, so that the strong can be energetic and have space, and the weak can not be exhausted. For example, when visiting some scenic spots with a wide range or difficult roads, after the tour guide makes a good introduction at the entrance, the local escort and the full escort can properly divide the work, and the local escort can lead the young and strong people forward, while the full escort can accompany the old and weak people to March slowly, or let them watch nearby, or sit in the same place and wait until the appointed time.

See you another day.

(2) According to the different opinions of tour group members on a certain tourism activity, handle the relationship between the majority and the minority. Because of the different interests of tourists, there may sometimes be different views on a certain tourism activity in tour groups. For example, most tourists are willing to participate in planned activities, while others are more interested in another activity. In this case, the tour guide should explain patiently and ask the tour leader to coordinate. If tourists still insist on their own opinions, tour guides should consider whether the tourists' opinions are reasonable. If it is reasonable (especially for those who repeat, some tourism activities have been participated in) and possible, the tour guide can also properly divide the work to solve the problem. If the two activities are on the same route or the detour is not far, you can first

Send some tourists to a place, then go to b place, appoint a time to pick them up, or let them rent a car and go back to the hotel.

(3) According to the arrangement of tour activities, handle the relationship between work and rest. If the tour group's travel activities in a place are relatively tight, at this time, on the one hand, the tour guide should organically arrange the projects with high physical consumption and the projects with low physical consumption in the specific project arrangement, so as to combine relaxation and leisure; On the other hand, they should master the rhythm of the tour guide in the process of each activity, so that the tour guide can explain quickly and slowly, and the slow and urgent trip is suitable for the tourists of the tour group and will not cause excessive fatigue.

(2) The principle of combining guidance with supervision.

Due to the large number of tour groups and complex background, there may be many personalized requirements, some reasonable and some unreasonable. Among the reasonable requirements, some are feasible or can be achieved through hard work, while others are not. There may also be some tourists gossiping in the tour group, spreading discontent, or deliberately making trouble, or spreading deviant remarks. In this regard, tour guides should take it seriously, distinguish between reasonable and unreasonable requirements, reasonable and feasible requirements and reasonable and unfeasible requirements, distinguish between deviant words and deeds and non-deviant words and deeds, distinguish between intentional and unintentional, distinguish between unintentional and unintentional, and distinguish between words and deeds. According to different situations, guide, standardize and even report to the relevant departments in order to get timely guidance, elimination or treatment, so as to ensure the smooth progress of the normal activities of tour groups.

There are two ways of guidance: one is direct, that is, by persuading, explaining and clarifying tourists' interests, inspiring and inducing tourists to have psychological changes, so as to understand and accept the facts in front of them and the suggestions of tour guides; The other is indirect, that is, through hints, analogies, rhetorical questions, etc., to attract their attention, promote association, and make tourists think consciously, so as to accept the opinions and suggestions of tour guides.

Regulation refers to the regulation of guided tours on the deviation of tourists' words and deeds or deviant behaviors. Tour guides should pay close attention to the dissatisfaction and deviant words and deeds of individual tourists, because such words and deeds sometimes cause a chain reaction, which seriously affects the normal activities of the whole team. Therefore, tour guides should take necessary or decisive measures to supervise. Among them, if tourists are dissatisfied with their words and deeds due to thoughtlessness or mistakes in reception work, they should take prompt measures or cooperate with relevant departments to remedy the situation after finding out; For those unreasonable or reasonable but difficult requirements, the tour guide can not only give the necessary explanations, but also work through the tour leader or tourists who play an important role in the tour group to alleviate the depression caused by the unsatisfactory requirements; For tourists' excessive words and deeds caused by different political views, tour guides should actively explain our positions and viewpoints and seek common ground while reserving differences; If some tourists deliberately distort, attack or vilify the relevant policies of China from a hostile standpoint, the tour guide should confidently refute them and report to the relevant departments if necessary.

(3) the principle of ensuring the smooth implementation of the travel itinerary plan

In the process of taking a tour group, tour guides sometimes have differences of opinion, even contradictions or disputes with tour leaders or tourists, tourists and tour leaders or tourists and tourists. The tour guide should be guided by the travel contract, handle it reasonably, profitably and frugally, prevent the contradiction from expanding, ensure the smooth implementation of the travel plan and reduce the economic losses of the travel agency.