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2017 Tourist Guide Certificate Exam "Policies and Regulations" Chapter 3 Knowledge Points

Chapter 3 Tourist Guide Service Procedures and Contents

Tourist Guide Service Procedures is the performance of the norms of tourist guide service and requirements, and is also the embodiment of standardization of the tour guide's work.

The necessity of standardization of tour guide service: standardization is to ensure the quality of service products, the premise and foundation

1. Elimination of tour guide work arbitrariness, to ensure the quality of hospitality; 2. guide the normal conduct of guided tours; 3. the necessary means of risk avoidance

The national tour guide service to strengthen the management of the initiative: 1. the development of national standards for tour guide service (1996) June implementation of "tour guide service quality standards"); 2. Improve the four-level supervision and management system (national, provincial, municipal, social - the most basic quality management unit. Inspection of the annual review of the quality of the deposit); 3. Establishment of tourists to review the quality of service system and complaints system; 4. Implementation of tour guide training and annual review system (annual review system is counted on the management system of the supporting management system)

Tour guide service collective

Broadly speaking: refers to the work of the collective for the tour group or tourists services. By the leader, full accompaniment, ground accompaniment, driver, field, internal staff and other personnel. (Leader full ground division is the top line staff, inside and outside is the rear staff)

Narrow: by the leader, full accompaniment, ground accompaniment, they work well or badly is the decisive factor in the quality of tourism reception.

In inbound and outbound tourism: the tour leader is the representative of the travel agency that organizes tours in the tourist source, the full accompaniment is the representative of the travel agency that organizes tours in the tourist destination, and the ground accompaniment is the representative of the travel agency that receives tours in the tourist destination. (The central figure of the tour guide service collective)

The task of the tour guide service collective is to implement the tourism reception plan, to provide or implement the food, accommodation, travel, tourism, shopping, entertainment and other services for tourists; to ensure the smooth progress of group tourism activities.

First of all, the leader, accompanied by the whole, accompanied by the **** the same object of work - the same team of travelers. Secondly, there are *** with the work task - the implementation of the team's travel plan, the implementation of the tourism services. Finally, there are *** with the efforts of the goal - the organization of the team of tourists travel activities, to provide satisfactory service.

Guided tour service collective collaboration **** the way things: to ensure the smooth progress of tourism activities, the key is the full accompaniment, accompanied by the ground and the leader of the team to establish a good collaborative relationship. 1. take the initiative to strive for all parties to cooperate; 2. respect the authority and interests of all parties; 3. establish a relationship of friendship; 4. respect each other, learn from each other, the courage to take on the heavy responsibility.

The tour guide service program is the tour guide from the reception of the task to send away the tour group (people) and do a good job of the whole process.

First, service preparation: familiar with the reception plan; implementation of reception matters; material preparation; language and knowledge preparation; image preparation; psychological preparation

From the reception plan issued by the travel agency to go to the pick-up point before the beginning of the preparation stage.

Tour guides leading tours must have a reception plan or reception task list issued by the travel agency, which is a prerequisite for legitimate work. Tour guides at tourist centers must also have a "Tour Guide Dispatch".

(a) familiar with the reception plan

Reception plan: the organizing body entrusted to the local reception society to organize the implementation of the activities of the tour group contractual documents. It is the tour guide to understand the basic situation of the group and the main basis for arranging the schedule of activities.

Read the reception plan carefully before the arrival of the tour group to confirm:

1. Plan issuing unit (i.e., the organizing company), the name and phone number of the contact person.

2. The name of the organizing company in the source country, the name of the tour group, the code name, the computer serial number, the country, the language, the fee and the name of the tour leader.

3. The composition of the personnel: the number of people, gender, name, occupation, religion.

4. Full tour route, entry and exit points.

5. By means of transportation: arrival and departure of the local plane (train, ferry) frequency, time, the name of the airport (station terminal).

6. Grasp the situation of transportation tickets: (1) the group to go to the next station of the transportation tickets are booked according to the plan, with or without changes and changes in the implementation of the situation; (2) there is a return ticket; (3) there is a domestic section of the international air tickets; (4) the type of tickets out of the country (OK tickets or OPEN tickets).

7. grasp the special requirements and precautions: (1) housing, car, meals, tours and other aspects of whether there are special requirements; (2) whether the person in charge of the relevant aspects of the request to meet, meet, banquets and other courtesies; (3) whether there are the elderly, the sick and disabled and other guests in need of special care; (4) no need to apply for passes for the region's visit to visit the project, such as the need to do a good job of the relevant formalities in a timely manner

1. Implementation of the travel vehicle: (1) contact with the tour bus company or fleet to confirm the model, license plate number and driver's name; (2) pick up large tour groups, the car should be posted on the number or eye-catching signs; (3) to determine the joint with the driver's location and informed of the schedule of activities and the specific time

2. Mastery of the contact phone number Carry with you the travel agency's various departments, restaurants and hotels, fleet, Theater, shopping stores, tour organizers and other tour guides phone

3. Implementation of housing and dining: (1) familiar with the location of the hotel, general information, services and facilities and services; (2) verify the number of guest rooms, level, whether or not to include breakfast, etc.; (3) contact with the restaurant to confirm the schedule of the group arranged for each meal: the group number, the number of people, the catering standards, the date, Special requirements

4. Understand the situation of unfamiliar attractions (opening hours, the best tourist routes, the location of toilets)

(C) material preparation

Tour guides according to the number of tour groups to receive a guide map, ticket statements and fees, with a good reception plan, tour guide cards, badges, guide flags, pick-up signs and other necessary items

(D) language and knowledge preparation<

1. To the reception of the book on the tour program, the translation, the guide's focus on the preparation of foreign language and presentation materials

2. Reception of professional teams to do a good job of related professional knowledge, vocabulary preparation

3. On the hot topics, domestic and foreign major news and other topics of interest to the tourists to be prepared.

(E) image preparation

1. dress in line with the identity of the tour guide staff, to facilitate the work of the tour guide service

2. dress should be neat, generous, natural, wear jewelry should be moderate, not heavy makeup

3. tour guides must wear a tour guide card before going on the tour

(F) psychological preparation 1. ready to face the hard and complex work; and 2. Be prepared to endure complaints and grievances

Second, meet the service

(a) service arrangements before the arrival of the tour group

1. Determine the exact time of the arrival of the tour group's means of transportation 2 hours before the arrival of the aircraft, 1 hour before the arrival of the train, inquiries to the information desk

2. contact with the coach driver Inform the driver of the departure time, determine the meeting place, inform the schedule of activities and specific time

3. Arrive at the meeting place in advance The ground companion should arrive at the airport (station, wharf) half an hour in advance

4. Re-verify the time of arrival of the tour group

5. Welcome the tour group with a pick-up sign

(2) Arrangement of services before the arrival of the tour group

1. Mainly introduce the local city profile, scenery and hotel profile)

4. Announcing the meeting place and parking place (please remember the license plate number, parking place and meeting time)

(D) Services for casual travelers Ask what other things the travel agency needs to do for them in the local area, and adopt the knee-to-knee talk style (conversation style)

III. p>

(a) to assist in the accommodation procedures

The tour guide should assist the tour leader and the full accompaniment for the accommodation registration formalities, and ask the tour leader to distribute the housing card. The tour guide should master the leader, the full accompaniment and the room number of the tour members, and tell the full accompaniment and the leader their contact methods, such as room number and telephone number, in order to contact.

(ii) Introduce the hotel facilities

(iii) Provide services after the tourists' stay The tour guide should not leave within half an hour of the tourists' stay.

(d) Lead the tour group to use the first meal

(e) Announce the arrangement of the day's or the next day's activities Announce the arrangement of the next day's activities as well as the meeting time and place to the whole group

(f) Determine the time of the call for morning The tour guide, before leaving the hotel at the end of the day's activities, should agree on the time of the call for morning with the tour leader and ask the leader to notify the whole group. The tour guide then informs the hotel's main desk or the floor desk

Fourth, check and agree on the schedule

The tour guide should check and agree on the schedule with the tour leader, the full accompaniment or the traveler.

Check schedule is for the majority of tour groups and casual travelers, agreed schedule only for special tour groups, key tour groups or casual travelers.

1. Accompanied by the reception of the travel plan in the travel itinerary and travelers or full accompaniment, the leader of the hands of the itinerary is different: (1) Accompanied by the travel agency should be in contact with the travel agency, informed of the situation, and requested to verify; (2) in the travel agency to seek advice, make adjustments

2. Travelers put forward small changes or add new tour projects: (1) timely reflection to the relevant departments of the travel agency, reasonable and may meet the project, try to arrange The traveler put forward small modifications or added new tour items: (1) reflect to the relevant departments of the travel agency in a timely manner, and make every effort to arrange reasonable and possible to meet the project; (2) need to charge additional fees for the project, accompanied by a prior explanation to the tour leader or traveler, and charge fees in accordance with the provisions of; (3) on the real difficulties can not meet the requirements, accompanied by a detailed explanation to patiently persuade.

3. The traveler's request does not match the original schedule and involves the reception specifications: (1) the general politely refused to explain the inconvenience of unilaterally not to implement the contract; (2) there is a special reason, and put forward by the team leader, accompanied by the travel agency to consult the relevant departments, depending on the situation.

The above must be done carefully, pay attention to avoid risk

V. Tour service (mainly accompanied by the ground)

Tour service is the main content of tourism product consumption, is the core part of the expectations of tourists, is the center of the tour guide's service

(a) the preparation before departure

1. tour guide must arrive at the departure point 10 minutes in advance Arrive at the departure point; 2. Standing by the car, welcome travelers on board; 3. Verification, counting the number of real people; 4. Reminder of the notes (accompanied by the forecast of the day's weather, the topography of the excursion point, the length of the walking route, etc., and if necessary, to remind to bring good clothes, rain gear, change shoes, etc.); 5. drive before the counting of the number of people again

(B) on the way to the guide

1. Reaffirmation of the arrangements for the day's activities; 2. Scenic tour guide; 3. Introduce the sightseeing spots (before arriving at the sights, the ground companion should introduce the brief situation of the sights to the tourists, especially the classic historical value and characteristics; 4. Active atmosphere

(C) sightseeing tour guide, explanation

1. Handing over the sightseeing precautions

(1) arriving at the sights, get off the car before the ground companion to speak clearly and remind to remember the model of the station wagon, the color, Logo, number and parking place, departure time

(2) In front of the attraction map, the ground companion should explain the tour route, the time needed, the gathering time, location, etc.

(3) The ground companion should explain to the tourists the precautions in the process of the excursion tour

2.Guided tours on the way to explain

3. Watch out for the tourists' movements to prevent them from Lost

The tour guide pays attention to the safety of the tourists and stays with the tourists from the beginning to the end of the tour. Pay attention to the movement of tourists and observe the surrounding environment, and the full accompaniment, the leader of the close cooperation and at any time to count the number of people, to prevent tourists from getting lost and accidents

(d) visit activities generally need to be contacted in advance, the arrangements for the implementation of the host reception

(e) return to the work of the trip

1. Review of the day's activities (supplemental explanations, if necessary); 2. scenery tour guide (if the coach does not return from the original route). If the tour bus does not return to the hotel from the original road, the accompaniment should do along the way scenery tour guide); 3. Adjust the atmosphere; 4. Announced the next day's live schedule

Six, the journey service (the main issues borne by the full accompaniment or the leader)

(a) journey life services

In the outbound tour, the leader should help fill in the exit card, the entry card, the yellow book, to assist in the declaration of baggage and goods

(ii) Journey explanation service Tour guide

(iii) Up and down station liaison and service reconfirmation Tour guide

(iv) Journey safety service

VII. Other services

(a) Social activities

1. Banquet and flavor tasting

2. Meetings: professional team to meet with the navigator or person in charge of the navigation, acting as an interpreter if necessary, reminding the taxable Articles declared; inbound tourists to meet with friends and relatives to assist in the arrangements, without the obligation to accompany and translate

(b) recreational activities: arrangements for tourists to watch planned recreational programs, must be accompanied by a brief introduction, guide to the seat, make a good job of interpreting and explaining the work.

(C) shopping services: tour guides strictly implement the schedule of excursion activities developed by the reception unit, take the tour group to the tourism designated store shopping, not allowed to arrange their own, unauthorized increase in the number of shopping, disguised as forced shopping

The store is not according to the quality of the price, selling shoddy goods, do not provide standard services, tour guides should be reflected to the person in charge of the store to safeguard the rights and interests of tourists.

(D) food service: tour guides should implement the day's meals of the group in advance, verifying and confirming one by one the location, time, number of people, standards, and special requirements for lunch and dinner meals.

Inform the tour leader and the whole company of the dining place and the departure time after the meal

During the dining process, the tour guide should inspect the dining situation, answer the questions, and supervise and check whether the restaurant provides services according to the standard

After the meal, the tour guide should settle the bill with the formal invoice strictly in accordance with the number of people who have actually eaten, the standard, and the number of drinks consumed

Eight, sending off the passengers (mainly the ground companion)

( A) business before sending off

1. Verification of transportation tickets

① The day before leaving the ground accompaniment should be verified tickets: plane (car, ship) tickets, group name, code name, number of people, the name of the full accompaniment, the direction of the flights (car, ship), take-off (driving, sailing) time (to be verified in four: the plan time, timetable time, the time of the ticket, the time of inquiry), in which airport (station, pier) departure and other matters. ) and at which airport (station, terminal). If there is a change, you should confirm with the housekeeping whether the next stop has been notified to the host agency, so as not to cause the missed

② If the departure by plane, the escort should remind the leader to confirm the ticket 72 hours in advance.

2. Agree to meet, departure time: agreed by the accompaniment and the driver, should also be promptly discussed with the leader, the whole accompaniment, determined to inform the traveler in a timely manner

3. Agree to call the morning and breakfast time: accompanied by the leader, the whole accompaniment agreed. And notify the relevant departments of the hotel and travelers.

4. Assist the hotel to settle accounts related to tourists

① ground accompaniment to remind and urge tourists to settle accounts as soon as possible, if damaged, to assist the hotel to properly deal with compensation

② ground accompaniment to timely notify the relevant departments of the hotel tour group's departure time to remind them to settle accounts with the tourists

5. Timely return of documents before the departure to remind the leader to prepare The first thing you need to do is to get your passport and declaration form ready.

(B) departure service

1. check out procedures (accompanied by 12:00 noon before)

2. collection boarding

(C) send-off service

1. to send off the contents: to express farewell; review the trip, thank you for your cooperation, please leave your valuable comments; introduction of the attractions have not been visited, and hope to come back again; wishing a smooth next trip.

2.

2. Arrive at the airport (station, pier) in advance, take care of the tourists off