1. Summary report on tour guide work in scenic spots
How time flies! It's the end of the year As a tour guide, it seems that I haven't been able to relive the taste of this year and adapt to the changes of this season. However, time waits for no one, and the old Sunman moon will end in 20xx. I have been a tour guide for another year, and I like this job. No matter what ups and downs, I am always happy. In the conference room of the annual tour guide training, Liu Zuyi, former vice president of the Provincial Tourism Association, gave us a lecture on the spot. A wonderful explanation was given on the integration of tourism and culture, the development prospect of Wuhu tourism and the quality requirements of tour guides!
Tour guide is an indispensable part of tourism, the soul of tourism and the pillar of travel agency. In a sense, a tour guide is the embodiment of a region's image and a window to understand a city. What is a tour guide? In the words of Liu Zuyi, vice president of the former Provincial Tourism Association, the behavior and quality of tour guides not only directly reflect the quality of a city's spiritual civilization, but also reflect the quality construction of a city's tourism industry. Half-city mountain and half-city water is a beautiful scenery in Wuhu. The tour guide is the messenger to convey the image of the city to Chinese and foreign tourists, and it is also the business card of a city. "The real tour guide is the image ambassador of a city. We hope to find and train more excellent tour guides through various competitions and trainings, further improve the quality of tour guides, promote the quality construction of Wuhu travel agency industry, promote the transformation and upgrading of the travel agency industry, and make it a beautiful city card of Wuhu, an excellent city in China. At the same time, he also said that because the media reported the irregular behavior of individual tour guides too frequently for a long time, it had a great negative impact on the tourism industry, thus making tourists' distrust of tour guides accumulate. Tour guides are aware of the importance of their own image and should be self-reliant, self-reliant, self-loving and confident. Media supervision is a good thing. I believe that with the standardization of the market and the maturity of enterprises, the image of tour guides will be gradually recognized. At the same time, society and tourism enterprises should gradually improve their understanding of tour guides, because tour guides are talents, productivity and benefits. Only by attracting outstanding talents to join the tourism industry can we achieve sustainable development. China is already a big tourist country and will become a strong tourist country. Tour guide will become a noble career in China, not because of high income, but because of high experience and knowledge. Therefore, it is necessary to ensure the rights and interests of tour guides and put forward requirements for their responsibilities.
Zheng Jinlan, assistant researcher of the Municipal Tourism Bureau, also attended the opening ceremony and delivered a speech. In view of the current situation that the contents and methods of tour guide training are single and the management is lagging behind, she put forward clear requirements for future tour guide training. First, reform the current tour guide training methods, update the training content, improve the training quality, and make the tour guide training more standardized and institutionalized. By constantly strengthening the professional ethics, professional discipline education and standardized training assessment of tour guides, the ideological quality and professional ethics level of tour guides can be improved. The second is to pay attention to the daily training of tour guides. Travel agencies should make full use of the off-season to focus on training their tour guides, establish the daily training files of their tour guides, and report the daily training of tour guides this year, including training time, training forms, training contents, number of participants and assessment to the Municipal Tourism Bureau at the end of the year, as an important indicator of the annual inspection of tour guides and the assessment of travel agencies. Third, tour guides should strengthen their own construction, pay attention to study at ordinary times, give priority to self-study, pay attention to integrating theory with practice, strengthen their self-cultivation and cherish every training.
From ignorance to cognition, I worked as a part-time tour guide for three years, during which there were ups and downs. I have tried to give up, but there are thousands of reasons to choose to continue. The word "tour guide" once made me have many exciting associations: traveling around China with friends from all corners of the country! The ancient imperial city; Beautiful Xishuangbanna; The mysterious virgin forest sings with guests in those desirable places! Taste carefully, daydream and feel these moments that may be unforgettable for life!
Although these are not all realized! Although there are many difficulties in work! But it doesn't affect my enthusiasm for tour guide work at all!
Through this annual tour guide training, I learned how to deal with problems. I should keep calm when facing problems. The following is my general summary:
1, be familiar with the route: you must be fully prepared before you travel, learn the route by heart, consult more old tour guides, but don't trust other people's suggestions. You must be sure, well-founded and foolproof.
2. The service should be warm and earnest: especially in the peak season, visitors must be reminded of the precautions in order to plan ahead. Sometimes, one sentence can bring unexpected effects, such as travel safety and punctuality. Mainly to prevent tourists from being dissatisfied when problems arise. It would be much better if the tour guide had a foreshadowing in advance.
3. Pay attention to harmonious work. While arranging tourists, we should also properly handle the relationship between guests, drivers, local travel agencies and scenic spots.
4. Tour guides should change frequently, and you should not confuse yourself by asking questions. Although the tour guide is not omnipotent, your title must ensure that you must remain calm in front of the guests and deal with problems promptly and decisively. If something unexpected happens, you should also learn to seize the opportunity to handle it properly.
5. You won't be so annoying after using the book. The knowledge that the tour guide knows must be universal, so you should study from time to time and recharge yourself. Every time you bring a group back, you should sum up experience and accumulate experience in time.
6. Maintain the reputation of travel agencies and the rights and interests of tourists. When you think about the interests of the guests, when the guests disagree or encounter unexpected problems, the guests will respect and understand your arrangements with the travel agency.
7. Finally, we should deal with the problems left by the guests in time. Tour guide itself is a service industry, not only to meet the needs of guests, but also different people have different psychology. Your decision may not be in line with the public, but it must be reasonable and the guests will naturally give you a satisfactory answer. So learn to deal with different problems, and don't leave them to the last.
Time has passed, and my heart is still lingering. I am willing to treat every experience, big or small, as the first time! "There is still a long way to go, Xiu Yuan Xi". Maybe we can look back at the footprints left. Young I should inform myself from time to time that "the response has not been successful, comrades still need to work hard"! I had a difficult experience, but my experience stayed. It is inevitable that there will be more than three people (many people, many cars and great pressure) when you join a tour group. As a tour guide, you must have three hearts (more serious, more careful and more sincere)
Sense of responsibility: the environment of tourist attractions is mixed. As a tour guide, you should pay more attention to all directions, try to keep the guests within your own vision, and remind them to leave the team at any time.
Patience: Before traveling, we must repeatedly emphasize the team's travel route and the time and place of assembly, so as to avoid the guests leaving the team quickly once they get lost. When you first arrive at a place, everyone will be full of freshness and will keep "walking alone". At this time, the tour guide should patiently and quickly persuade the guests to leave the team.
Sincerity: No matter when and where you travel, unexpected things will happen. The tour guide should handle it with 100% sincerity, and things will eventually be solved.
I pay, I work hard! I believe that "no pains, no gains"!
There is a significant difference between the tour guide profession and other professions, that is, you must get along with the guests day and night! This naturally makes us feel more about this service than the average person! In a sense: the tour guide profession is the ultimate in the service industry! Japanese tour guides are called "anonymous ambassadors", Singaporean tour guides are called "unofficial ambassadors", American tour guides are called "mirrors of the motherland" and China tour guides are called "folk ambassadors". It is precisely because the tour guide's evaluation is so high and its position is so important that it is more likely to make mistakes in the tour guide work! So we must be strict with ourselves and have a normal heart, so that we can have a clear conscience in this job! Looking forward to the new year, I will use more enthusiasm and efforts to overcome my own shortcomings, sum up my work experience, learn and progress, and strive to do better.
2. Summary report of tour guide work in scenic spots
The year 20xx is coming to an end, and only when we look back can we feel how time flies. Only by looking back can we know what we have gained. I have been a tour guide for two years. My full-time job for more than half a year last year exhausted me physically and mentally. I tried to give up, but I chose to stick to it for various reasons. In order to persist and continue, I walked into the gold mine and joined the Suijin family. One year, I experienced ups and downs and left behind experience. 20xx 65438+ 10 brought the first ground pick-up group, which is a new challenge for me who didn't bring the ground pick-up group before. Coupled with my unfamiliarity with scenic spots and routes, I was extremely nervous before joining the group. Fortunately, the group was successfully brought down. So far, * * * has brought sixty-three regiments. The following is a summary of the tour in the past year:
First, be familiar with the route and make full preparations before joining the delegation.
A, before the whole escort, you must first understand the situation of the destination and matters needing attention. (Ask for a receipt when collecting money from the tour guide)
B, understand the situation of each scenic spot. Especially holidays.
Second, serve with your heart. Travel is service. Service is the key. In addition to explaining, tour guides are services. Service with heart, regardless of the quality of the guests, service with heart is always right. But the service is different from the waiter. When eating in a restaurant, if the restaurant is not very busy, there is no need to serve. Sometimes, low-quality guests will help you as a waiter when they see what you do as a waiter. If the restaurant is busy, help serve. I remember when I was a full-time escort, an excellent receptionist told me that an excellent tour guide is a tour guide, not a waiter. Service also depends on the situation and specific things.
Third, pay attention to coordination, improvise, and change with the same. Don't panic when problems arise, but deal with them promptly and decisively. In July, I took a group of mine workers to Hainan for recuperation. For various reasons, the briefing before departure was not held, which led to a series of situations when the bus went to the airport. Although this matter has nothing to do with the tour guide, because the full-time tour guide with the tour group is ourselves, we had to apologize and appease the guests' emotions at that time and try our best to reduce the company's losses.
Fourth, I hate less when I use books. Many times, I will be speechless by a guest's question. Speaking of Kane Group, a retired teacher asked, Is Wang Bailang from Suichang? At that time, I could only say sorry with shame. I really don't know if Wang Bailang is from Suichang. After leaving the group, I found out that he was from Suichang. I know nothing about a man who has made great contributions to Suichang. If you go to see more at ordinary times, guests will not be embarrassed to ask.
20xx is a special year for tourism. The new Tourism Law 1 October1day came into effect, which is undoubtedly a huge impact on the whole industry. The new law stipulates that in order to protect tourists' consumption rights, they are not allowed to enter the shopping store all the time. As we all know, the basic salary of tour guides in tourism X industry is extremely low and insecure, and most of the salary is commission. This is also an open secret. After 1 1, the travel agency had to raise the salary of the tour guide. But how much has it really improved? I don't know.
20xx is also a special year for myself. I completed the ground connection independently for the first time, handled the traffic accident for the first time, sent the injured old man to the hospital in the middle of the night for the first time, and sent the plane to the airport for the first time, only to find that the door was closed. ...
Many people say that being a tour guide for three years is equivalent to 30 years of life. Although the basic steps of each group are similar, take the plan, take the group, take the itinerary, send the group and submit the account. The process of each group is simple, but each group is different. Why don't you go to Wan Li Road to study thousands of books? You can learn a lot from what you have seen and heard on the journey. This is a rare treasure.
3. Summary report of tour guide work in scenic spots
The job of "tour guide" has brought a lot of happiness to my life, but it also makes me know that "tour guide" is not a simple job, which is significantly different from other occupations, that is, you have to get in close contact with guests, which naturally makes us feel more deeply about service than ordinary people. In a sense, it can be said that the infinite charm of the tour guide profession stems from our perception and love for service. Through several months' work practice, I deeply realize that getting a tour guide certificate does not mean that you will always be a qualified tour guide, but that you should keep learning, enriching and improving. In the eyes of tourists, tour guides should be "omniscient". Tour guide service is a knowledge-intensive and intelligent service, and rich knowledge and extensive knowledge are the premise of doing a good job in tour guide service. As a tour guide, we should "keep pace with the times" and always maintain a positive thirst for knowledge to meet the needs of social progress and development. More importantly. We should never consider ourselves "know-it-all". We should maintain a modest and prudent attitude, bearing in mind that "there is no end to learning", "there are people outside, there is a sky outside" and "there must be a teacher in a threesome".
We should always keep in mind the responsibilities of tour guides, conscientiously study the Interim Provisions on the Administration of Tour Guides and the Quality of National Standard Tour Guides in People's Republic of China (PRC), strive to implement the tourism plan, and do a good job in contact, coordination and interpretation. Adhere to the four service principles of "guests first, service first, everyone serving, being reasonable and as far as possible", and do a good job in tour guide service meticulously and enthusiastically. In other words, all work should take tourists as the starting point, service as the starting point, always consider the interests and requirements of tourists, and never refuse the reasonable and legal requirements of tourists. In the process of service, we should adhere to the principle of "serving everyone" and treat every visitor with enthusiasm, thoughtfulness, friendliness, respect, justice and equality regardless of relatives and friends; We should adhere to the principle of "rationality and possibility". In the process of tourism service, we should always pay attention to the emotional changes of tourists, patiently listen to the opinions and demands of tourists, calmly analyze, carefully identify what is reasonable and what can be done, and try our best to do it. If you don't do well or have missed the opportunity, you must find ways to make up for it in time in order to maximize the satisfaction of tourists.
Tour guide explanation service is a very important aspect in the whole tourism service activities. In the process of tour guide's explanation, I think "accuracy, clarity and vividness" complement each other and are indispensable.
First of all, accuracy is the first and most important thing. In the process of explanation, keep in mind the lesson that "a lie destroys a thousand truths", and avoid making things up and making a fool of yourself, so that tourists feel cheated and will be disgusted and accused by tourists. It is one of the important contents for tourists to "seek knowledge" in tourism activities, and our tour guides play an important role in spreading knowledge and information, aesthetic concepts and Chinese civilization. Therefore, the language of tour guides must be scientific and standardized, and the information conveyed must be correct, so as to attract the attention of tourists and satisfy their desire for knowledge.
Secondly, "clarity" is the key. In the explanation of tour guides, clear, concise and fluent language expression is another embodiment of the scientific nature of tour guide language. Clear speech, concise writing, proper wording, proper combination, clear hierarchy and strong logic are the basic requirements for tour guides to explain. Avoid using uncommon words and invented words.
In addition, "vividness" is a medium and an important means to create a harmonious atmosphere for tourism teams. If the language is as dull as a monk chanting during the explanation, tourists will feel bored and impatient or disgusted; Vivid images and humorous explanations can create a beautiful artistic conception, adjust tourists' optimistic attitude, happy mood and strong travel addiction, create a harmonious, happy, positive and high team atmosphere, and give people a beautiful enjoyment.
4. Summary report of tour guide work in scenic spots
I have been a tour guide for more than 2 years, during which there are sour and sweet. I have tried to give up, but there are thousands of reasons to choose to continue. In order to continue, I resolutely choose to join X Travel Corporation, hoping that my ideal wings can spread their wings and fly again. Next, in May of 20xx, I joined a Qingdao tour group. Due to inadequate preparation and some subjective and objective reasons, I am really depressed about this tour group. However, I also learned how to deal with problems. I should keep calm when facing problems. The following is a general summary of my tour group:
1, be familiar with the route: you must be fully prepared before you travel, learn the route by heart, consult more old tour guides, but don't trust other people's suggestions. You must be sure and have a foundation to be foolproof.
2. The service work should be enthusiastic and meticulous: especially in the peak season, visitors must be reminded of the precautions in order to prevent problems before they happen. Sometimes one sentence can bring unexpected results, such as travel safety issues and punctuality. , mainly to prevent tourists from being dissatisfied when there is a problem. It will be much better if the tour guide has a preparation in advance.
3. Pay attention to coordination, arrange tourists well, and handle the relationship between guests, drivers, local travel agencies and scenic spots.
4. Tour guides should be changed frequently. If there is a problem, you can't mess yourself up first. Although the tour guide is not omnipotent, your title determines that you must keep calm in front of the guests, deal with problems promptly and decisively, and learn to improvise and handle accidents properly.
5. When books are used, you won't be so annoying. The tour guide must have a wide range of knowledge. You should keep learning and recharge your batteries. Every time you bring a group back, you should sum up lessons and accumulate experience in time.
6. Maintain the reputation of travel agencies and protect the rights and interests of tourists. When you think about the interests of the guests, when the guests disagree or encounter unexpected problems, the guests will respect and understand your arrangements with the travel agency.
7. Finally, solve the problems left by the guests in time. The tour guide itself is a service industry, not only to meet the needs of the guests, but also different people have different psychology. Your decision may not be in line with the public, but it must be reasonable and the guests will naturally give you a satisfactory answer. So learn to solve different problems, and don't leave them to the end.
Time has passed, and my heart is still lingering. I am willing to treat every experience, big or small, as the first time! "There is still a long way to go, Xiu Yuan Xi". Maybe we can look back at the footprints left. Young, I want to keep telling myself that "the revolution has not yet succeeded, and comrades still need to work hard"! Experienced difficulties, but the experience is still there. It is inevitable to meet more than three people when taking a tour (more people and more cars, more pressure). As a tour guide, you must be three-hearted (more careful, more careful and more sincere)
Be careful: the environment of tourist attractions is mixed. As a tour guide, you should pay more attention to all directions, try to keep the guests within your own field of vision, and remind them to return to the team at any time.
Patience: before traveling, we must repeatedly emphasize the travel route and the time and place of team gathering to prevent guests from returning to the team quickly once they get lost. When you first arrive at a place, everyone will be full of freshness and will keep "walking alone". At this time, the tour guide should patiently and quickly persuade the guests to return to the team.
Sincerity: unexpected things will happen anytime and anywhere when traveling. Tour guides should solve them with 100% sincerity, and things will eventually be solved.
I pay, I work hard! Always believe that "no pains, no gains"!
5. Summary report of tour guide work in scenic spots
20xx is coming soon. I have been a tour guide in this industry for nearly 6 years. I have never made a summary, but I have always grown up through practice and experiment. Everyone hopes that I can be better than others and get recognition from others. But from my job, I really have nothing to be proud of. It may look better than other jobs, but who can understand the ups and downs? This year's tour guide training class can be said to have taught me and seen the aura of others and the hard work behind them. I deeply know that in our industry, we get up early and get greedy for the dark, sometimes we can't even eat a delicious meal, and we have to take our guests everywhere. It is said that pay is directly proportional to income, but under the guidance of our hidden rules of tourism, where is fairness? There is no stable income, no fixed job, no security, and no one can compensate you for any accident that day, but because I like this job and love it, I have been insisting until now, and I found an organization this year. I hope there will be good development next year!
Tell me about my tour experience! To tell the truth, there is nothing to show off, just a kind of mutual learning! From the moment I got the tour guide certificate in 20xx, I felt I was a tour guide. You can go to many cities you have never been to, and you can enter various scenic spots for free. I was really happy at that time, but I just got a tour guide card and no travel agency hired you to work there. At that time, my mood fell directly to the bottom. After more than a month, my classmates worked in a travel agency earlier than me, and I found a job, but I only did this job.
I know that I have to enrich myself and study more before I can enter this industry quickly. After I went to the second work unit, I was only asked to study by reading materials, but I was not asked to take a tour group. I think it's useless, just in time for the tourist season, and the tour guides are all out to take the tour group. The first place to go is Liupanshan. Let me take the tour group to Guyuan and give me the tour guide there, hehe. I think I can handle all this. However, due to the quality of the team, the unit resolutely asked me to help the tour guide take back the guests she brought. This is my first tour guide team. The guests are very nice. Although I was nervous when I got on the bus, everyone sang interactively, which eased the tense air and exercised my courage. Although I didn't take the tour completely, I really appreciate the leadership of the travel agency for letting me join the tour, but this job.
The third job, that is, the year I entered the international travel agency, gave me training and exercise, so that I officially joined the tour guide team in Ningxia. I have also met some tour guides who are older than me. I'm honored. A series of training in the club made me grow up rapidly. I also started to take a special train from three people to 30 people. I find that my knowledge is really too little, and sometimes the questions asked by the guests are really unanswerable.
Now that I'm out of China Travel Service, I'm still very grateful to my predecessors who used to work in China Travel Service and are willing to tell us all our knowledge. If it weren't for China Travel Agency, I might not have persisted.
I began to choose a part-time job in 20xx. I am not an excellent tour guide. I think as long as all the teams are not complained, as long as I treat the guests I receive with care and earn some money to spend on my own, but I have also heard many stories of excellent tour guides, and I want to be like them, but I have been unknown. All the guests before 20xx are friendly, not to mention complaining. When they came to Ningxia, they were very interested in our local customs and said that our tour guide was very honest. I don't know when they started There are bad rumors on the Internet, such as tour guides cheating customers, beating customers and tour guides. This has a great influence on us. We try our best to maintain the image of Ningxia tourism. Our western tourism develops slowly and starts late, and the overall quality of tour guides is not very high. But our honest behavior in the northwest still dispelled the fact that the guests were not good to the tour guide.
This year, I took three tour groups to accept complaints. The reason for the first complaint was that in order to reduce costs, the travel agency hired cars from non-travel teams to receive tourists. When I arrived in Xining, the driver didn't know the way, so I quarreled with the driver on the bus about whether the road was wrong. The guest is innocent, but the tour guide should communicate and cooperate with the driver, escort and team leader to avoid these things, so there will be no complaints. I also complained on impulse this time. Therefore, impulse is the devil. I was detained by the travel agency, 500 yuan. What I want to reflect is that travel agencies can reduce costs, but don't use drivers who don't know the way anymore. This has a great influence on our tour guide work. The second complaint is that the hotel has not been checked, because the restaurant guests who eat are haggling over every ounce, and there have been some quarrels with the restaurant when checking out. Out of kindness, I wanted to accompany other guests back to the hotel to rest, but I took the wrong room card. Originally it was the new hotel of Lanhuahua, and finally I stayed in the old hotel next to it. After all the guests checked in, they found that the house was not their standard, so they asked to change rooms, wake up all the sleeping people and change rooms. I was changed the next day, too. This question is a mistake I shouldn't have made because of negligence. To do our work, we must always be in a state of excitement, and any link must be implemented in advance. Neglect is the most undesirable, and I also lost nearly xxx yuan, because so far, the travel agency has not been able to charge the tour fare or reimburse the tour guide for this problem. For the third time, I only brought one person, so I really shouldn't complain. The reason is that I didn't always accompany the guests and left them out. God, all kinds of complaints can be established. This reminds me even more that as an emissary to promote our Ningxia, everyone should regard her as God. Don't be careless if you can't make money without people. In other words, don't treat the village chief as an improper cadre. Now he is a guest. After handling this complaint, I not only wrote a critical letter, but even got three months' salary deducted by the club. I don't think it's fair that I signed the contract and was left without pay. But I am a tour guide, and I want to maintain more customers for the travel agency. Because of me, I may lose more than one customer at the club, so I can only accept it.
In short, to be a tour guide, you should not only have profound knowledge, but also handle all the problems between you and your guests, between you and the travel agency, between you and your family. Although you are not a god, you should know that this is your duty, and you don't want to be eliminated by society. You have to climb the pole every day and wait to be electrocuted, or you will die if you don't touch the pole. Only by being very confident can you learn to be the first person to eat crabs.