Keywords: tour guide salary training, encouraging tour guide service quality
Tour guide is one of the positions that have the closest contact with tourists. Tourism consumption activities organized by travel agencies are mainly realized through the communication of tour guides. The quality of their work directly affects tourists' tourism consumption behavior, and then it is related to the survival and development of travel agencies.
However, due to the salary system of tour guides needs to be improved, the quality and management of tour guides are lacking, and the service quality of tour guides can not meet the standard, let alone excellent service. I put forward the following humble opinions on how to improve the service quality of tour guides.
First, establish a reasonable tour guide salary system.
At present, most tour guides belong to "three noes": no basic salary, no basic welfare guarantee and no clear labor remuneration. The unreasonable salary system has greatly dampened the service enthusiasm of tour guides, making the tour guides with the best service quality slide to "shopping guide" and hindering the healthy development of tourism. Therefore, the establishment of a reasonable and effective tour guide salary system will help improve the quality of tour guide service.
1. Comprehensive consideration, determine the remuneration level of tour guides.
Travel agencies should formulate the basic salary of tour guides according to their level and working ability, break the post-based distribution system, and cooperate with the implementation of treatment based on professional skills. Through the comprehensive evaluation of tour guides' academic qualifications, professional titles, work performance, work experience and tour guide level, the basic salary of tour guides is determined and the income gap is widened.
Pay the tour guide allowance according to the satisfaction and workload of tourists. The allowance for tour guides should be based on the satisfaction of tourists, taking into account the number, length and time of the team.
Determine fair income by referring to the salary levels of other employees of travel agencies. Travel agencies should determine their income level according to the salary level of other employees and the work characteristics of tour guides, reflect the fairness of enterprise salary payment and mobilize the enthusiasm of tour guides.
2. Guide tip payment is clear, institutionalized and standardized.
The perfection of the tipping system will not only help to form a benign interaction between tour guides and tourists, increase the official income of tour guides, but also reduce the behavior of tour guides to take "kickbacks" privately and reduce the quality of service. Strictly speaking, the main sources of income in the service industry are tips and commissions. According to the local average income level, tourists' situation and the requirements of joining tour groups, all localities can formulate specific tipping payment standards and set the lower limit of tipping for each tourist, and then the guests will fluctuate according to the service quality of the tour guide. In this way, the tip income of tour guides is closely related to their workload and service quality, which urges tour guides to improve their service level and obtain higher material returns.
Second, effective training for tour guides.
The quality of tour guides affects the service quality of tour guides to a great extent. Tour guide training is an effective way to improve the quality of tour guides, which should run through the construction of tour guide team.
1. Pre-job training
Pre-job training is a systematic training for new employees before they take up their posts. According to the requirements of the National Tourism Administration for the tourism industry, the pre-job training of new tour guides should become a system. Do a good job in the pre-job training of tour guides, and lay the foundation for high-quality tour guide services in the future. The purpose of pre-job training is to enable new tour guides to master the necessary service awareness, professional knowledge and skills through a period of intensive training, and to be independent tour guides.
2. In-service training
In the off-season or a certain necessary period, it is essential to carry out targeted professional training for tour guides. On-the-job training is a kind of continuing education for tour guides who have accumulated certain tour guide experience, so as to enhance their working ability and improve the service quality of tour guides. Third, give reasonable incentives to tour guides.
Motivation is to stimulate and strengthen the work responsibility and motivation of tour guides, so as to improve their investment in tour guide work. Different incentives should be adopted according to the specific conditions of different tour guides.
1. Emotional motivation
Emotional motivation is an incentive way to improve the work enthusiasm of tour guides by increasing their positive emotions by using the influence principle of emotions on people's behavior.
Whether emotional motivation can play an incentive role depends on two aspects: first, give full respect and trust to make tour guides feel emotionally belonging. When a tour guide is trusted, he can enhance his sense of responsibility and dedication. The second is to give life care, so that the feelings of tour guides have a practical landing point. Travel agencies give life care to tour guides and help them solve problems such as housing, health and children, which will greatly enhance their sense of belonging.
2. Reward and punishment incentives
Reward and punishment incentive is an incentive way to encourage or weaken tour guides' behavior through rewards and punishments based on the evaluation of tour guides' performance. Rewards and punishments must be fair and reasonable, and the evaluation of tour guides should be fair and objective. Rewards and punishments are linked to their work performance, and the standards of rewards and punishments should be consistent, otherwise they will not play their due incentive role.
Four, guide the service quality management
1. Establish a monitoring system for tour guide service quality.
In order to ensure the embodiment of the planning objectives of tour guide activities and protect the legitimate rights and interests of tourists, it is necessary to establish and improve the quality monitoring system of tour guide services, so that the static standards of tour guide services can eventually be transformed into substantial quality improvement.
2. Control the deviation of tour guide service
Due to the interference of many unpredictable factors, the service behavior of tour guides may deviate from the quality standards. Controlling the deviation in tour guide service is also a main content of tour guide service quality monitoring.
The deviation of tour guides in tour guide activities should be corrected in time. The follow-up inspection of tour guide activities should become a daily system, and when there is deviation in tour guide service, corrective measures should be taken decisively.
Verb (abbreviation of verb) conclusion
The factors affecting the service quality of tour guides are diversified. Improving the service quality of tour guides requires the joint efforts of tour guides, travel agencies and national tourism administrative departments. In short, tour guides should stand on the standpoint of tourists, strive to improve their own quality and ability, and provide satisfactory services as much as possible; Travel agencies should provide necessary training and effective incentives for tour guides and establish a reasonable salary system for tour guides; The national tourism administrative departments and travel agencies shall strengthen the inspection, supervision and management of the service quality of tour guides, and standardize the behavior of tour guides; With the cooperation and efforts of all parties, all functional departments will further standardize the tourism market and strengthen and improve the quality of our tour guide service.
References:
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[2] Guo, Jin. Research on the balanced development mechanism of travel agencies and their core stakeholders [J]. Travel News, (12):60-62.
[3] Chen Yongfa. Travel agency management [M]. Higher Education Press, 2003.
[4] Chen Yongfa. Introduction to tour guides [M]. Shanghai Sanlian Bookstore, 1999