Summary of new tour guide work (1) Summary of tour guide work. Anyone who has obtained a tourist guide certificate and wants to continue to engage in this industry must sum up his work for one year in the annual review and analyze his own good and bad, so as to foster strengths and avoid weaknesses in the coming year, absorb work experience and gain, and better serve tourists. After that, prepare materials and money according to the requirements of the annual review, together with the work summary, go to the tourism bureau to apply for a credit card, and take two books home to pass the annual review. How many people write their own annual work summary? What about the real work summary? Will the relevant personnel review the work summary submitted to the tourism bureau, even if it is a copy? I don't know, I think it's more about coping and perfunctory.
Guide, guide, guide too! It's still the same, mainly accompanying the whole process, and I haven't operated the ground group. Some guests say that I am not suitable to be a tour guide for one reason: I am outspoken! It may not be a good habit in the tour guide industry.
For example, when I was in Hainan, the guest asked me with passion fruit, "Wen Zi, is this delicious?" I answered three words without thinking: "Not delicious!" There are two old people next to them, ready to take a bag home by themselves. After listening to my words, they immediately threw it back into the basket. The guest smiled and said, "Wen Zi, you are really unfit to be a tour guide, and you don't want to earn more money at all."
Also, when I was in Beijing, the local escort recommended many scenic spots to the guests, and the guests also asked me for advice. Is it worth going? I told the guests: "Beijing characteristics can be involved, but projects such as underwater world are not needed, because Beijing is not near the sea, and it is all imported from the outside." You have plenty of opportunities to go all over the country, and coastal cities will definitely have them. It is better to go there and see the bottom of the sea! "The guests followed my advice and chose the characteristic cultural attractions in Beijing. When I came back by train, I was still saying to me, "Wen Zi, as a tour guide, you should tell us that everything is beautiful and interesting in order to make money. It's not like being a tour guide. Too considerate for us, not good for you! "
Thank you very much for giving me such an evaluation. I don't think making money in the tour guide industry is the most important thing. Hunan people don't like forcing Zou. Most importantly, I hope my guests are worth their money. When I get home, no matter when and where, I know that there are people in the tour guide industry who really consider the guests. Tour guides don't just want to make money. Although they don't have wages and benefits, they don't earn disgraceful money as outsiders say.
I made a big mistake this year, that is, I didn't count the number of people in time, so that I lost an old man. Here's the thing: Let the guests rest at the Beijing-Tianjin-expressway service station when they return to Beijing from Tianjin. Because it was late and I didn't have a good rest for a long time, I didn't get off the bus and took a nap in my seat. After a while, the guest got on the bus. I opened my eyes and asked my local companion, "Is everyone here?" He answered me all, and the master drove back to Beijing. When approaching Beijing, the old man borrowed the mobile phone of the supermarket assistant in the service station to call her home (the son was on a business trip together, and the old man didn't remember his son's phone number, but only the landline at home). When the old man's wife asked him if his son and mother were in the car, he realized that his mother had not got on the bus. Tianjin is not far from Beijing, but if you want to turn around on the expressway, you can only wait until you get to Beijing and then go around the exit. I wonder how long it will take. The host calmly dealt with the problem, and I calmed the guests' mood. After that, I found a car at the service station through Tianjin 1 10 and sent it to the Beijing service station, which was a smooth and safe reception for the elderly.
This is lucky, because although the old man didn't bring his mobile phone and didn't remember his son's phone number, she was still smart and calm, found a salesman and told her where she was through home. If I am a very flustered guest, I don't have a phone, I can't remember any number, and I get lost in the city, what should I do? If anything happens to this guest, who will bear the responsibility?
This is a very serious problem, and the most important thing is that it should not happen. Tour guides should keep a clear head at any time and place, and count the number of people, scenic spots and crowded places in time when getting on and off the bus to prevent getting lost! This is what a tour guide should do, and what about me? It is very incorrect to ask only if the local people are there and not to count the number of people. Take this as a warning!
There are many things and thousands of people. Different guests should be treated in different ways, not all guests are treated in one way. Some guests are impatient and grumpy, so the tour guide can't argue with them. You can let the guest lose his temper first and then serve him warmly with a smile. In the process of service, slowly let him stand on a line with you. As for the team leader, that is, the team leader of a group, all things should be discussed with him in advance, and decisions should not be made without authorization. It doesn't matter if you meet an accommodating guest who can understand and don't talk much. If he meets an unfriendly guest, he will say that the tour guide doesn't respect him, what he says and does, and he will lose face in the team in advance. He can complain to the travel agency and make the hotel have a bad impression on himself.
Let me talk about another Beijing delegation. At first, the guests were very cooperative, and each paid for 200 yuan's self-funded projects: the wax museum of the Ming Palace Museum, the performance of the Golden Face Dynasty, and the night scenes of Tiananmen Square and the World Trade Center day order. As a result, after many efforts, tickets for the performance of the Golden Face Dynasty program were still not booked. Although the money is collected, it is always necessary to discuss with the guests. How should this be solved? What should I do? Of course, I replied, "I'd better discuss it with the team leader first and see how this matter can be solved." The local escort should have greeted the tour leader, but when the guest came out of Junbo, the local escort told the guest, "There is one thing, I am very sorry! The Golden Face Dynasty has no reservation, so there is really no ticket. Well, there are two choices: 1, let's go to see ice acrobatics; 2. Add another 200 yuan and we will go to Tianjin, twin cities, Beijing. " Hearing this, the guest was unhappy. Hearing this, the team leader is even more unhappy! Wave your hand and say loudly, "What do you mean? Isn't that disrespectful? Didn't I say we should discuss it first and then tell you what to do? If that's what you want to say, fine, money back. We visited 50 Ming Palace Museums, and 150 yuan will give it back to us, which is not negotiable! " Look, is the guest angry? Although I tried my best to put in a good word in front of the guests, the guests were still angry with the behavior of the local escort.
This should not happen. Through negotiation, it should be a way to kill two birds with one stone, so that guests can leave a good impression on Beijing, have fun and the tour guide can earn some money. But at this point, the guests will definitely not cooperate with the rest of the work. If you don't respect me, why should I respect you? ! If I look at my heart, I will do the same. Therefore, this is also a warning: respect is mutual!
The tour guide industry is a profession. I hope to use my own strength to improve tourists' understanding of the tour guide industry. Do something in person and tell people who travel and don't travel that tour guides are not what the media say. Any industry or occupation has a commission, so does the tour guide industry. It's not shameful for everyone to get the reward they deserve with their own efforts! We should severely crack down on those behaviors of forcing shopping and threatening extra points, and expect every tour guide to win the sincere thanks of the guests by his normal means. I think everyone in our tour guide industry can!
Summary of new tour guide work (II) Training purpose: Through training, theory and practice are combined to better understand professional knowledge and achieve the purpose of applying what you have learned.
Training content: By mastering and preparing the background knowledge and related skills taught by the teacher in class, we can write the tour guide words better.
The long-awaited tour guide training week has finally begun. At the beginning, all the students were divided into two parts, one was those who wanted to take the tour guide card, and the other was those who didn't. Moreover, I didn't take the tour guide card, so I was assigned to the non-textual research category. However, during the training period, the training contents of students in our non-textual research class and textual research class are different. The training content of our non-textual research class is mainly the creation of tour guide words.
Because tourists come to a strange place, they don't understand the aesthetics of the local people, they don't know how to appreciate the beauty of the mountains and rivers, and it is difficult to appreciate the inner charm of the human landscape, not to mention the infinite mystery of local customs. So they want someone who is familiar with the local situation to give them guidance and introduction, and the person tourists want to use should be a tour guide.
The job of tour guides is to tell tourists the aesthetic standards they should have through rich and interesting tour guides, introduce relevant knowledge, tell them where the beauty lies, guide them to appreciate the beauty of a certain scenic spot, help them appreciate the beauty, make the sightseeing activities achieve the best results, and also publicize the unique advantages of tourist attractions. Therefore, the quality of tour guide words directly affects the quality of tour guide service. Therefore, the creation of tour guide words must not be taken lightly.
To write a good tour guide, it is essential to master a wealth of information, including reality and history. Only by sorting out and processing on the basis of a large number of materials, we can get rid of the false and keep the true, get rid of the rough and keep the essence, and then create and write tour guide words with our own characteristics.
Sometimes the knowledge in the book is different from the actual situation, so I often go to the field to write practical tour guide words, which will be revised and enriched in the course of tour guide explanation in the future.
In addition to strict structure, clear hierarchy, clear priorities and fluent writing, we must also pay attention to the following points:
1. An excellent guide word must be rich in content, integrated with all kinds of knowledge, circumstantial evidence, widely introduced and integrated. We should be able to speak freely from history to reality, from legend to folklore.
2. The content of the tour guide's words must be correct and convincing, and fraud is prohibited. If the tour guide words convey the wrong information, once the tourists find out, they will feel cheated, and then they may completely deny the tourism service of a country or a place.
3, pay attention to colloquialism, use more spoken words, and of course have easy-to-understand written language, but avoid difficult written language and syllables; Use short sentences instead of long sentences, which is neat, smooth and easy to understand. However, emphasizing the colloquialism of tour guide words does not mean that you can talk nonsense and not standardize the language.
4. The tour guide words should be vivid and easy to understand, which can arouse the attention of tourists and stimulate their interest in many ways.
5. The legends and stories selected in the tour guide words must be the essence, closely related to the landscape and closely combined with the newly explained content.
6. Appropriate use of metaphor, analogy, exaggeration, symbolism and other techniques in tour guide words can turn static into dynamic, inanimate into living, abstract into concrete, and dead scenery into vivid pictures, thus generating strong interest. For example, "Some people say that the Three Gorges is like an inexhaustible landscape painting, while others say that it is a colorful cultural and artistic corridor. We say that the Three Gorges is more like a brilliant symphony. It consists of three pieces of music with different melodies and rhythms: Qu, Wu Xiaxiu and Xiling Insurance. The tour guide used four vivid metaphors in his "talking about the Yangtze River" to reveal the inner beauty of the Three Gorges of the Yangtze River.
7. The language of tour guide words should be civilized, friendly and humanized. It should be affectionate and polite, which makes tourists feel happy and warm after listening.
8. Each scenic spot has a representative landscape, and each landscape has its own characteristics. Guide words must focus on the key points under the condition of comprehensive care.
9, we must pay attention to improve the taste, first of all, we must emphasize the ideological taste. The tour guide's explanation is to introduce the magnificent land of China, the hardworking people of China and their great creations to domestic and foreign tourists. Carry forward China's ancient civilization and local ethnic customs; We should also publicize the great achievements of socialist revolution and construction, help foreign tourists understand China and help domestic tourists better understand the motherland and people. Therefore, it is the unshirkable responsibility of tour guides to carry forward the spirit of patriotism. For example, the introduction of Chen's "Sichuan Teahouse" profoundly promoted the ancient and splendid Chinese culture and was full of nostalgia; Lin He's "A Tour Guide to Zhengzhou Yellow River Tourist Area" not only introduces the magnificent biography of the Yellow River with a long history, but also highlights the theme of "Who controls the Yellow River controls the country" by comparing the old society with the new one. Second, we should pay attention to literary taste. The language of tour guide words should be standardized, the words should be fluent, the structure should be rigorous and the content introduction should be logical. This is the basic requirement for a tour guide. The literary taste of tour guide words will be improved a lot if they are properly quoted in key places and one or two poems or famous sayings are properly used. However, if you are mystifying and quoting too many classics, it will be counterproductive to make the tour guide's words unfathomable.
Summary of new tour guide work (3) (1) In the early stage, Wudalianchi Scenic Area received tour guides.
Preparation is very important.
My internship started in the summer vacation. On July 14, I arrived at Wudalianchi World Geopark in Heihe City and started my internship ahead of schedule. After a week of preparation, including taking the 20xx qualification examination for tour guides in Wudalianchi Scenic Area, reciting tour guides' words, and participating in some internships with the group, I won the first opportunity to take a group tour. This week has been very difficult for me. Fortunately, the first group I joined was go on road trip from Tangshan, Hebei. The tour lasted one day, but it made me feel particularly long. At that time, my tour guide was not skilled and I was not very familiar with the route of scenic spots. Fortunately, the scenic spots are more standardized and will not get lost. When I accompanied the tourists to the scenic spots, I told them all the prepared contents, fearing silence and no topic embarrassment, but there was still a question asked by the tourists. I felt a little lost when I sent off the road trip individual group, only to know that I still have many shortcomings to improve. I still don't have enough time and preparation. Later, I applied to my travel agency for an internship in another tour group, and humbly asked some old local tour guides for some experience and skills in taking a tour group. After returning to our shared room every night, I will use my rest time to review the tour guide words and tell them to my shared sisters, so that they can help me point out the shortcomings. Through my unremitting efforts, I have mastered my "business".
2, work is a five-flavored bottle-sweet, sour, spicy and salty.
Every day, the days of sightseeing are full. Basically, the tour group was received in the afternoon, first sent to the restaurant for dinner, then visited the scenic spots, arranged accommodation at night, and then visited the rest of the scenic spots the next morning. After the tour, send the tourists away after lunch, and then take the next team. I didn't rest for several days when I was busy. The most leisurely day of the week is Monday. It's hard to visit Wudalianchi Scenic Area. Every day I get up at about 5: 30, pack up what I need for my trip, and leave our shared room at 6: 30 to meet the tourists at the hotel. If the hotel includes breakfast, I will have a side meal in the restaurant. If I catch up without breakfast, I will buy two steamed buns on the old terrace downstairs and eat them while walking. Make full use of time! The concept of time is very important. Never let the whole travel team wait for you alone. Being late will ruin the tourists' impression of the tour guide and increase the difficulty of work.
It is absolutely hard work to guide tourists around the scenic spots. Stay close to the tourists, and constantly explain the scenic spots and landscapes. At first, I was a little at a loss. I had to drink water many times during the explanation, and then I got used to it. Every time some tourists see a landscape, they are always busy taking pictures first, completely ignoring your explanation. When you finish, these tourists often ask a series of questions, such as how the landscape of this place was formed and how long its history is. As a qualified tour guide, you have the obligation to help tourists understand the historical situation and causes of the scenic spots, but for such tourists who don't respect the fruits of your labor, you have no choice but to explain it to individual travelers repeatedly. There are also some tourists who have a wrong understanding of the tour guide industry. They think that tour guides only accompany tourists to visit scenic spots, and at the same time they can make money without any effort. Some tourists even think that people engaged in the tour guide industry are "black-hearted ghosts". These deviations have really brought some difficulties to my work. The tour time of nearly two months certainly let me see all kinds of tourists. They come from different regions and have different life experiences and customs, so I have to adapt to them in a short time. Through dress, words and deeds, explain to different tourists with different styles of guide words. Only then do I know that the knowledge in this industry is really great and needs constant learning.
Of course, everything has two sides. While complaining about my work, I also gained experience from it. I felt very gratified when I was recognized by tourists. My efforts have been recognized by tourists, which is of course a kind of happiness. In this case, no matter how far you walk or how long you talk, you won't feel tired.
My daily job is to show tourists around the scenic spots and introduce them to every landscape. Let each of my tourists know the origin of the scenic spots and the local culture while experiencing the beautiful scenery personally. At the same time, we should also provide accommodation, catering, shopping and other activities for tourists according to the arrangement of travel agencies.
Step 3 visit scenic spots
Visitors to Wudalianchi World Geopark usually visit four scenic spots: Black Dragon Mountain, Beiyaoquan, Longmen Shizhai and Crystal Palace.
Black Dragon Mountain, also known as Old Black Mountain, is the largest scenic spot in the whole region and the most wonderful page in the volcano textbook opened by Wudalianchi. This scenic spot takes the longest time, about four hours, and it is also the most tiring one, because it has to climb mountains. Of course, Black Dragon Mountain is also a must-see spot when you come to Wudalianchi. Standing at the highest point of Black Dragon Mountain, you can see the whole picture of Wudalianchi-fourteen new and old volcanoes and five streams are connected into a beaded volcanic dammed lake. The scenery is spectacular, and you can also watch the magnificent sea of flowers, fantastic jet cones and
Beiyaoquan is a world-famous hot spring tourist area. In Beiyaoquan, you can taste the natural mineral water with gas unique to Wudalianchi. This mineral water is spicy and sweet, and contains more than 40 kinds of trace elements and macro elements needed by human body. Long-term drinking is very beneficial to human body, and can treat gastropathy, female iron deficiency anemia and promote the circulation of digestive system.
Longmen Shizhai is an ancient volcanic tourist area with a long history. Here, you can not only experience the spectacular eruption of the old volcano, but also enjoy different levels of plant landscape.
Crystal Palace, also known as underground ice cave, is a natural cave formed after the eruption of an old volcano. The temperature of this cave is kept at minus 5 to minus 12℃ all the year round, and many ice sculptures are carved in it, which are lifelike and unchanged all the year round. This scenic spot is very attractive to tourists from the south.
In addition to the above four scenic spots, Wudalianchi Scenic Area also includes Yaoquan Mountain Scenic Area, Wenbo, Underground Glacier, Nanyaoquan, Volcano geological museum, Erlong Lake and other scenic spots. Although not every tour group will go to these places, they are also popular holiday resorts for tourists and friends.
(B) Later Harbin Xianglushan commentator
About half of the formal internship, I returned to Harbin from the scenery of Wudalianchi, and took a tour group to Longhua Travel Agency, mainly doing the Xianglushan special line. Because I have done it before, I have been a local escort in Wudalianchi Scenic Area, so it is natural to feel very relaxed to travel back to Harbin with such a short trip around.
During this period, my work content was relatively simple, and I almost only photographed the scenery of Luxiang. Repeat the work of the previous day every day. Confirm the number of tourists, briefly introduce the scenery of Luxiang Mountain, accompany the tourists to climb the mountain and return to the meeting place. Although the work content is the same every day, the tourists I face are different, so I still keep a fresh look at my work. Tourists who travel to Xiangqian are generally divided into one-day tour and two-day tour. Of course, it's still a day trip. Compared with the tour experience of Wudalianchi, it is much easier and simpler here.
Third, the guidance of the tutor.
The work of our group is very special. Generally, we have group activities outside, have more contact with people, and often have to take the bus, so safety is naturally the most worrying content for teachers. Our instructors often call to remind us to pay attention to our own safety, and also ask about our internship content. He knows our internship very well and helps us a lot when we are confused. Here, I would like to express my heartfelt thanks to our instructor.
Fourth, harvest and experience.
Opportunities always favor those who are prepared.
Preparing in advance can make your work more effective. By comparing my experience as a ground guide in Wudalianchi with my experience of traveling with a group in Xianglushan, Harbin, I understand a truth: opportunities always favor those who are prepared. Looking back on my days in Wudalianchi, as a ground guide, the most basic thing is to be familiar with the tourist attractions and their routes in this area. At first, it was difficult for me to come to the scenic spot. Therefore, we must make preparations in advance in a short time, be familiar with the scenic spots, the characteristics of the scenic spots, and be familiar with the tour guides, otherwise even if the opportunity to take a group is in front of us, we will not grasp it. Only when you are familiar with the scenic spots, hotels, restaurants and shopping shops before receiving the tour group can you make no mistakes. If the tour guide points the wrong way at the beginning, or gives vague answers to the questions raised by tourists, it will inevitably affect the tourists' first impression of the tour guide and bring inconvenience to the follow-up work.
(2) Constantly enriching your knowledge is king.
Whether I am a local escort in Wudalianchi Scenic Area or a tour guide in Luxiangshan, Harbin, my experience tells me that to be a tour guide, you must constantly learn and enrich your knowledge.
First of all, the guide's guide words are not simply recited but vividly explained. As the saying goes, "the beauty of scenic spots depends on the mouth of the tour guide." It can be seen that the tour guide's explanation is very important. I have seriously thought about this. Different tourists need different explanations, so the tour guide's explanation must be different. It is necessary to carefully distinguish the age, occupation and hobbies of tourists, and choose different styles of tour guide words to explain.
Secondly, as a tour guide, we should keep pace with the times and constantly update our explanations according to the actual situation. With the redevelopment and utilization of scenic spots, the situation of some scenic spots will inevitably change. Therefore, tour guides must adjust their explanations in time to adapt to changes.
Finally, being an excellent tour guide involves many aspects of knowledge. This is not only because your tourists come from all corners of the country and have different life experiences and customs, but also because they are engaged in different jobs. Only by involving multiple knowledge fields can you ensure that you have something to say when you contact all kinds of tourists. I remember when I was preparing for the tour guide exam, I taught my teacher that the tour guide industry is a "saint" and that knowing everything is also the basic quality of an excellent tour guide.
(3) Know how to speak
When traveling, I met many tourists who can't talk and don't respect people. In the process of driving, the general tour guide will briefly introduce the scenic spots to be visited and talk about matters needing attention. Often some tourists will speak unconsciously at this time, which will not only disrespect the work of tour guides, but also affect other tourists. In this case, the tour guide can't leave it alone, but he should also pay attention to his speaking skills. How to remind tourists to keep quiet without hurting their self-esteem is a problem that needs careful consideration and handling. This requires us to know how to speak.
(4) Don't take it too personally when you are wronged.
Because the tour guide industry deals with people, you will meet some very picky people in the process of taking a tour. No matter how considerate you think you are, these tourists will find fault with you and even slander you. What we should do in this situation is to keep a good attitude and smile. Try to handle things well, roll with the punches, and turn the small things into nothing. Don't care too much if you are wronged, because such things may happen often!
Of course, sometimes you are unhappy because you really don't do well, so it is necessary to reflect on your behavior. Some people say: "Tour guides are definitely a good industry to compete with tourists." In fact, this sentence is somewhat exaggerated, but it is really worth thinking about.
Shortcomings and Suggestions of verb (abbreviation of verb) Practice Unit
(a) defects
1, Wuhu Travel Agency in Wudalianchi Scenic Area
Wuhu Travel Agency in Wudalianchi Scenic Area is a new private enterprise, which has some shortcomings in management, manpower shortage and irregular operation.
The tour guide needs to go to the travel agency to get the tour plan first. Sometimes the tour plan is not very standardized. When they get the plan, the tour guide needs to ask some information again, such as the level of the hotel, whether breakfast is included, the self-care situation of the scenic spot sightseeing bus, etc. This not only wastes the time of both parties, but also reduces the work efficiency of travel agencies.
There are some problems in the communication between the ground agency and the tour agency. The two sides passed the buck and left all the difficulties to the tour guide. For example, tour groups don't know much about scenic spots, and often include some inaccessible scenic spots in tourists' travel itinerary, which brings some troubles to tour guides. Sometimes even after explanation, some tourists will complain that tour guides are irresponsible and reduce the scenic spots they should visit without authorization. This happens from time to time when traveling. If the two sides increase communication, clarify rights and responsibilities, and make some details more detailed, unnecessary problems may be reduced.
2. Harbin Longhua Travel Agency
The travel agency has not been established for a long time and its operation is relatively standardized, but there are still some problems, such as the singleness of some tourist routes, the difference between the time when the travel agency promises tourists and the time when it signs contracts with drivers, and the lack of humanization in scenic spot management.
(3) Rationalization suggestions
1. Travel agencies can increase manpower in order to improve work efficiency. All the work content should be taken care of by a special person, and the departure plan should be more detailed and standardized, and some details should be explained clearly. There are many problems in the original plan, and some important information cannot be clearly reflected. It is suggested that the travel agency can make a clearer and clearer plan again. A detailed plan for joining the group can improve the work efficiency of both parties.
2. Tourist destination agencies and tourist destination agencies should increase mutual communication, and the agency has the responsibility and obligation to inform the agency of the actual situation of tourist attractions, such as reasonable itinerary, tour time and scenery along the way. After understanding the actual situation, the tour group will make the tourist itinerary according to the actual situation. This will not only reduce unnecessary problems, but also be responsible for tourists, which will add points to the credibility of both travel agencies.
3. The tour bus is also an important part of the tour process. In the process of traveling with a group, it is inevitable that the coach will break down. In this case, the travel agency should be prepared to change trains in time to solve the problem once the coach breaks down, so as not to affect the tourists' itinerary.
Travel agencies can expand their business scope on the original basis. A single management route is not a long-term solution, and diversified management is the trend to adapt to the market economy.
I recommend it carefully.