2, the characteristics of tourism:
(1) Tourism demand tends to be diversified; (2) Tourism activities tend to be three-dimensional; (3) Travel modes tend to be personalized; (4) Tourists tend to be mature; (5) Tourism services tend to be of high quality; (6) Tourism competition tends to be comprehensive.
3. A tour guide refers to a person who has obtained a tour guide card in accordance with the Regulations on the Administration of Tour Guides, accepted the appointment of a travel agency, and provided guidance, explanation and related travel services for tourists.
4. Classification of tour guides in China:
(1) According to the business scope, it can be divided into overseas tour leaders, full-time accompanying tour guides, local tour guides and scenic spots (spots) tour guides;
(2) According to the professional nature, it can be divided into full-time tour guides and part-time tour guides; (3) According to the language used, it can be divided into Chinese tour guides and foreign tour guides; (4) According to the technical level, it can be divided into primary tour guides, intermediate tour guides, advanced tour guides and super tour guides.
5, the basic duties of the tour guide:
(1) Arrange and organize tourists to visit according to the reception plan according to the contract or agreement signed between the travel agency and tourists;
(2) Responsible for guiding and explaining tourists and introducing China (local) culture and tourism resources;
(3) Cooperate with and urge relevant units to arrange transportation and accommodation. Protect the personal and property safety of tourists;
(4) Answering tourists' inquiries patiently and helping to deal with the problems encountered during the journey;
(five) to reflect the opinions and demands of tourists, and to assist in arranging tourists' meetings and discussions.
6, the quality of tour guides:
(1) ideological quality: love the motherland; Love and dedication; Good conduct.
(2) Cultural quality: solid knowledge of historical geography; Rich aesthetic knowledge; Flexible psychological knowledge; Necessary knowledge of policies and regulations; All kinds of tourism knowledge.
(3) Psychological quality: the guide's character; The feelings of tour guides; Psychological endurance of tour guides.
(4) Ability and quality: cognitive ability (keen observation; Stable and flexible attention; Rich imagination; Good memory); Activity ability (the ability to implement policies accurately and consciously; Flexible organization and coordination ability; The communication ability of taking the overall situation into account; Calm and decisive ability); Special ability (language ability; Command and performance skills).
(5) physical fitness.
7. Obtain the qualification of tour guide in China:
(1) Registration conditions; (2) examination subjects and contents;
(3) Textbooks, propositions and examination time; (4) pre-test training;
(five) examination organization and marking; (6) certificate.
8, the necessity of tour guide training:
(1) adapt to the change of environment and the needs of market competition;
(two) to meet the needs of tourism development;
(3) the need to speed up the construction of tour guides;
(4) Meet the needs of the life cycle law of talents.
9, tour guide training content:
(1) professional ethics education and training; (2) service concept training;
(3) service skill training; (4) Language skills training;
(5) Professional basic knowledge education.
10, guide training type:
(1) qualification training; (2) Pre-job training;
(3) on-the-job training; (4) Annual review training.
1 1, nature of tour guide's work:
(1) service; (2) cultural; (3) sociality;
(4) economy; (5) foreign affairs.
12, the value of tour guide work:
(1) The economic value of tour guide work: earning foreign exchange and withdrawing money; Expand the source of tourists and indirectly generate income; Guide feelings and promote goods; Understand the market and gain experience; Match bridges and promote exchanges; Scientific arrangement, increase income and reduce expenditure.
(2) The social value of tour guide work: spreading culture; Establish an image; Enhance communication.
(3) The political significance of tour guide work: strengthening mutual understanding; Enhance friendship and peace.
13, the characteristics of tour guide work:
(1) has strong independence; (2) Complex and changeable; (3) the work is difficult;
(4) high correlation; (5) The brain and body are highly integrated.
14, professional ethics of tour guides:
(1) Love the motherland and have ideals; (2) Love this position and be dedicated;
(3) warm and friendly, guests first; (4) Fairness and trustworthiness, honesty and kindness;
(5) be polite to guests; (6) neither humble nor supercilious;
(7) unity and cooperation, the overall situation; (eight) law-abiding, honest and perform official duties;
(9) Learn business and improve skills.
15, service attitude of tour guides:
(1) reception initiative; (2) entertainment expenses;
(3) service patience; (4) Careful arrangement.
16, code of conduct for tour guides:
(1) Be loyal to the motherland and adhere to the principle of "distinguishing between inside and outside";
(2) Act in strict accordance with the rules and regulations and implement the reporting system for instructions;
(3) consciously abide by the law;
(4) Self-respect and self-love without losing personality and national dignity;
(5) pay attention to the section.
17. The tour guide service is a tourist reception service provided by guiding the travel agency designated by the tour representative to receive or accompany tourists for sightseeing in accordance with the contents and standards agreed in the contract or agreement of the package tour agency.
18, how to improve the service quality of tour guides;
(1) Strengthen service awareness; Improve tour guide skills;
(2) provide services in strict accordance with the prescribed procedures and quality standards;
(3) Travel agencies and tourism administrative departments should strengthen quality supervision and inspection, do a good job in quality control, and establish and improve the quality assurance system.
19, tourists' perception of tour guide service quality standard (the basis for judging the quality of tour guide service products);
(1) standardization and skills; (2) Attitude and behavior;
(3) Reliability and loyalty; (4) self-improvement;
(5) flexibility.
20, tour guide service quality assessment content:
(1) The working attitude of the tour guide; (2) service skills;
(3) knowledge of tour guides.
2 1, guide service quality management system:
(1) scoring management system; (2) Annual review management system.
22, the rights of tourists:
(1) the right to freedom; (2) The right to choose tourism services independently;
(3) The right to know about tourism; (4) the right of fair trade in tourism;
(five) the right to enjoy tourism services in accordance with the contract; (6) the right to personal and property safety;
(7) The right to medical care and help; (8) the right to claim compensation and seek legal aid.
23, tourism complaints refers to tourists, overseas travel agencies, domestic tour operators in order to safeguard their legitimate rights and interests of others, to damage their legitimate rights and interests of tour operators and related service units, in written or oral form to the tourism administrative department complaints.
24. According to the Interim Provisions on Tourism Complaints, tourism complaints must meet the following three conditions:
(1) The complainant must be a tourist, an overseas travel agency, a domestic tour operator and an employee who has a direct interest in the case;
(2) There must be a clear respondent, a specific complaint request and a factual basis; (3) Belonging to the scope of tourism complaints listed in these Provisions.
25, local tour guide work procedures:
(1) Preparation before reception; (2) welcome service;
(3) in-store service; (4) Check and agree to the schedule;
(5) Tourism services; (6) Other services;
(7) Station delivery service; (8) Follow-up work.
26, the basic principles of dealing with individual requirements of tourists:
(1) Respect legal principles; (2) The principle of equidistant service;
(3) the principle of extraordinary service; (4) Principle of rationality and feasibility;
(5) the principle of comity; (6) Maintain the principle of dignity.
27, tour guide reception work in the accident type:
(1) According to the nature of accidents, it can be divided into technical accidents and safety accidents;
(2) According to the responsibility of the accident, it can be divided into liability accidents and non-liability accidents;
(3) According to the severity of the accident, it can be divided into major accidents and general accidents;
(4) According to the actual situation of the accident, it can be divided into accidents and accidents.
28, the six basic principles of accident prevention in tour guide reception work:
(1) Keep in mind the service tenet and strengthen the sense of responsibility;
(2) careful planning, leaving room for arrangement;
(3) Make more predictions when going out and make more reminders everywhere;
(4) Pay attention to tourists and environmental changes;
(5) Colleagues shall cooperate closely and shall not leave their posts without leave;
(6) Act according to regulations, and contact and report in time.
29. Tour guides should adhere to the basic principles of timeliness, decisiveness, reasonableness and seeking truth from facts when dealing with accidents.
30. In the eyes of tourists, a tour guide should be:
(1) Friends of tourists; (2) the teacher of tourists;
(3) the representative of the national (regional) image.
3 1, personal charm of tour guide:
(1) Know it all; (2) Humor master;
(3) a sincere and friendly smiling ambassador; (4) Decisive and capable commanders.
32, tourism activities schedule should follow the principles:
(1) The arrangement of major activities must be suitable for the characteristics of tour groups;
(2) Arrange activities according to the requirements and needs of tourists;
(3) Take into account various activities such as visiting, sightseeing and shopping;
(4) embodying local characteristics and combining point with surface;
(5) combine work and rest, leaving room;
(6) rich and colorful activities, don't be stereotyped;
(7) Tour activities should be "getting better".
33. Characteristics of tour guides:
(1) transient contact; (2) the mobility of work;
(3) the initiative of service.
34, the principle of tour guide:
(1) The principle of customer first; (2) the principle of performing the contract;
(3) the principle of fair treatment.
35, the characteristics of personal travel:
(1) The itinerary is planned and arranged by tourists themselves;
(2) tourists have great freedom;
(3) The service items required by tourists are relatively simple;
(4) Tourists have higher requirements for receptionists;
(5) Tourists pay higher fees.
36, individual service matters needing attention:
(1) After getting to know individual travelers, tour guides should remember their names and physical features as soon as possible, and know their nationality, occupation, personality and habits as soon as possible. (2) Tour guides should pay special attention to the luggage of individual travelers;
(3) Tour guides should keep in mind the entrustment of individual travelers and earnestly implement them;
(4) The guiding signs should be bright.