Full-time escort: respect, neither humble nor humble; Discuss when something happens, and ask more questions when chatting; Distribution is generally fair (according to work performance); Arrange his work reasonably; Give a few instructions to all-in personnel who are too stupid or too young; Be angry when you should be angry, but you can get it back afterwards; If you don't send anything (except those who become friends), the prepaid money will be deducted afterwards; Unite and struggle reasonably and legally;
For travel agencies: respect, be modest, not flattering, not flattering, not arrogant, not arrogant, it is best to be friends, but we must grasp the discretion; Communicate information in time, put forward reasonable suggestions but don't implement them; All information exchange procedures have been completed; Keep important evidence, collect debts peacefully, never go to court or find other ways to collect debts, and never lose money;
To the cooperative unit: respect; Cooperate with work; The higher the running water, the better; Ask more questions (especially in shopping malls); There are several hard-core restaurants;
To the guests: respect, enthusiasm, sincerity, affinity, neither supercilious nor supercilious, and the relationship with the guests is the relationship between God and friends (handling this level well is the most test of the tour guide's skill); Professional and fast service; Knowledgeable (not only knowledge, but also parents' shortcomings, in short, what to say and know); Explain humor and joke properly; Good at manipulating guests' emotions; When guiding shopping, points and other consumption, there are experts who can make guests spend steadily, happily and happily. Guests buy food for you every day in Beijing. When they leave Beijing, they applaud constantly. When they get home, they send messages of peace and even call to say hello from time to time.
Be strict with yourself. Love work; The first group is serious, smart, clever and neat, and the next group summarizes experiences and lessons; Always in a learning state; Constantly adjust the mentality, make money for fun, not for the purpose, and firmly believe in the eternal creed of "no desire is just" and "undisputed person wins the world"; Loving life is the real "life home". When it comes to food, clothing and fun, you don't have to buy it. You know some gossip, but you don't gossip. Female tour guides are not necessarily beautiful, but they must be able to fall down, dress beautifully and conform to the identity of tour guides, take good care of the elderly and children, and male tour guides should be sunny and humorous, and take good care of female guests; Full of energy and optimism, let guests see you every day, let everyone feel your happiness, share your happiness, and let most people like being with you and even be attached to you.
If you can really do it, I can guarantee that you will become an excellent tour guide soon, but to really grow into an excellent tour guide, the most important thing is to find a lover who loves you, loves you and lives together, and then get married and have children quickly. The stability and happiness of life will make your tour guide level and mentality change unexpectedly and magically. Male tour guides earn 30%-50% more than their wives, while female tour guides earn more than their husbands. In short, in his eyes, whatever money you earn is just money to buy food for your family.
I am a tour guide, hehe, but what is written on it is my own opinion, that is, a tour guide.
It's a friend's long speech, maybe it can be used, hehe
Prestige is built by the personal moral quality and personality charm of tour guides, and personality charm is a magic weapon to infect tourists. Tour guides must do well in four aspects if they want to have the personality charm that infects tourists:
First, grasp the value orientation and have centripetal force. The tour guide is fully responsible for the activities such as food, accommodation, transportation, shopping and entertainment of the tour team. They must be the backbone of tourists, always stand in the position of tourists, distinguish right from wrong, find the right value orientation, and don't go with the flow.
The second is to keep in mind the job responsibilities and have immunity. Whether you can pass the money barrier is the touchstone to test the strength of principle and the weight star to measure personality charm. The key is to be cautious and always tell yourself that everything comes from the hearts of tourists.
The third is to strengthen professional quality and have self-control. The root of individual tour guides' mistakes lies in their inability to withstand all kinds of temptations and lack of internal determination. It is necessary to strengthen moral cultivation and world outlook transformation, firmly hold the tourists' defense lines of principle, ideology and morality, laws and regulations, never reach out and never deviate from the rules, embody high-level professional ethics everywhere, always show the real service skill level, and truly win the trust of tourists.
Fourth, the hospitality is fair and equal, with affinity. It is very important for tour guides to provide face-to-face services for tourists for a long time, to keep a correct attitude, to handle all kinds of relationships harmoniously, to learn to respect, be considerate and care for every tourist, and to organically combine comprehensive and targeted services. Don't criticize the ideological fluctuation of some tourists, don't satirize the shortcomings of a few tourists, and don't stand by and watch the difficulties encountered by individual guests.
Youth vitality is the basis of stimulating leisure.
The key to improving tourists' satisfaction is to stimulate tourists' interest in tourism. In order to keep tourists full of energy and high interest in the whole tourism activities, tour guides must be full of youth and vitality, and have good incentive and induction functions.
The first is a vivid explanation. It is necessary to arrange colorful programs and beautiful stories, mourn historical sites and cultural relics with touching emotions, and fully consider the personal and property safety, tourism psychology and individual meticulous life service of tourists.
Second, we should know all kinds of situations in the whole process of tourism in detail and master the methods of effective communication with the tourism team in time. To lead, organize and guide the team successfully, we need the mutual support of the tour guide team (full-time escort, team leader, local escort, commentator, etc.). ), drivers and tourists. It is necessary to know the situation in the process of tourism in detail, master the channels and methods of telling drivers, heads of delegations and tourists what they have learned, and take more active measures such as encouragement and persuasion to guide everyone to successfully complete tourism activities.
Third, we should always care about the lives of tourists. We should mingle with tourists and stimulate their enthusiasm for traveling with our own practical actions. We should have self-knowledge, strive to overcome personal shortcomings, give full play to our own advantages, and put the collective interests of all tourists and the successful completion of the tour group's tasks in the first place. We can always encourage tourists to face up to difficulties and dangers bravely, let them smile when discouraged, get necessary foreign aid in difficulties, improve the morale of the team, and let tourists always have confidence in themselves. We should be good at improving cohesion and morale, enhancing the spirit of unity and cooperation of tourists and winning the support and help of tourists.
Observation ability is the foundation of quality service.
Keen observation is the basic requirement for tour guides under the new situation, which is helpful for tour guides to choose the right time to serve customers and make predictions about tourism activities. Through timely service and correct judgment, tour guides can ensure excellent reception service. Tour guides should pay attention to the accumulation of three aspects:
First, pay attention to summing up. Tour guides should learn more about, learn and exchange their travel diaries and work summaries with others, so as to make them regular behaviors and good work habits. Diary and summary are the sources of experience, which can help tour guides solve and predict problems by learning from previous successful cases of tour guides, and also enhance their self-confidence in their work.
The second is to take the group. Tour guide skills can provide a basis for determining tour guide needs. Learning the art of tour guides can determine what you can do, and understanding tourists' travel motives is helpful to complete the established tasks. Mastering the tour guide's practical observation ability can make the tour guide make a travel plan, coordinate the use of various forces of the tour team and achieve the expected tour effect.
The third is orderly organization. Organizing observation can make tour guides care about tourists, make tourists actively cooperate with accompanying personnel and relevant departments of tourism reception, implement tourism plans in an orderly manner and carry out tourism activities smoothly. To keep organizing observation, tour guides must personally participate in various activities, serve the team and tourists, and care about tourists' interests, motivations and preferences.
Forever vitality is the guarantee of work innovation.
If the tour guide has no vitality, he will be careless and depressed, and his work will be lifeless and boring. If a tour guide is full of energy, he can blaze new trails and strive to create a new realm of new ideas, new methods and new skills. Tour guides must do three noes if they want to stay young forever:
First, face up to difficulties and not be discouraged. During the tour guide's tour, due to the lack of communication and trust, some things like "taking the blame", suffering indignities and not being understood often appear. We must bravely face these grievances and misunderstandings and treat life and work positively rather than negatively.
The second is to bravely carry heavy burdens and not bow. The task of tour guides is very heavy, and new situations, new problems, new tasks and new jobs are emerging one after another, which is very stressful. We must forge ahead with a heavy load, never bow before pressure, make comprehensive consideration and coordination with abundant energy, physical strength and intelligence, and strive to promote the smooth development of tourism.
The third is to be brave in pioneering and not flinch. Tour guides should not be confined to the old routines and methods of the past, and should not be bound by the rules and regulations of the tourism industry. They should be willing to learn new ideas from all walks of life and constantly accept new things from the actual needs of tourists. Their work should reflect an innovative ability and spirit that dares to break away from convention, is rich in experience and is the first in the world. We should always think about whether tourists are more satisfied, whether tourist routes can be constantly updated, whether tour guide methods can be continuously improved, and whether reception services will be more practical.
Improving talent is the key to success.
Talent is a comprehensive reflection of knowledge, experience, ability and work level. In order to be widely welcomed by tourists, tour guides must strive to be distinctive and have a level of service; To meet the actual needs of the tourism industry, we must have noble professional ethics and super service consciousness, and always maintain vigorous energy and a clear head; To conform to the development trend of tourism, we must constantly master modern scientific and technological knowledge, keep pace with the times, and have an international vision and strategic thinking. The comprehensive quality of tour guides is the primary guarantee of all this. Only by constantly improving their talents can tour guides make a difference. To improve their talents, tour guides must work hard in two aspects:
First, do everything possible to enrich knowledge. As a teacher of tourists, tour guides should be familiar with astronomical geography, Chinese and foreign history, customs and other aspects of knowledge. In order to be truly qualified for the post, tour guides must diligently study historical geography knowledge and tourism literature, extensively dabble in Chinese and foreign folk customs and exotic customs, constantly expand their work horizons and knowledge fields, strive to be scholar-type tour guides and strive to become experts in the tour guide industry.
The second is to make full use of existing knowledge and skills. How to use relevant knowledge according to the psychological characteristics and actual needs of tourists of different nationalities and races, how to comprehensively use the existing knowledge of historical geography, poetry and literature, artistic aesthetics and scientific management to serve tourism activities and tourism teams, how to treat tourists of different occupations and ages differently, give full play to the service technology and tour guide skills mastered, and improve the work level and tourist satisfaction are the difficulties and challenges that tour guides always need to deal with.
Founding reputation is the core of self-realization
Fame is not self-styled, but is recognized by the industry and the "word of mouth" of tourists. Tourists have the most thorough understanding of the thoughts and behaviors of tour guides and the ability and level of tour guides, and have the most say. Fame will greatly stimulate and promote the work of tour guides, bring better economic benefits to the tourism industry and tour guides themselves, help socialize and maximize the personal value of tour guides. The casting of fame needs to start from consolidating its comprehensive quality, with excellent professional ethics and profound knowledge of tourism culture, high tour guide service skills and strong personal physical fitness.