abstract
With the continuous development of China's tourism industry, the travel agency industry, especially the tour guide service industry, has also developed rapidly and vigorously, and the tour guide team is also growing rapidly. Tour guide is the main body of tourism reception and the axis of the whole tourism service. Tour guide service is the most sensitive part in the quality of tourism service products. Therefore, the quality of tour guides is the most important, which directly affects the service quality of the tourism industry and tourists' views on the tourism service industry. Therefore, tour guides must have good knowledge quality, psychological quality and physical quality.
Keywords: tourism, tour guide, basic quality
As an intermediary factor connecting tourist subject and tourist object, tour guide is a bridge and link between tourist destination, travel agency and tourists. With the development of social economy and the arrival of the era of experience tourism, the role of tour guides will become more and more important, and the demand for high-quality new tour guides will also increase. Therefore, a qualified tour guide must have the following qualities:
First, political quality.
A tour guide should have patriotic consciousness and love the motherland, which is the first condition for a qualified tour guide in China. In the eyes of overseas tourists, tour guides represent the national image. Therefore, while providing warm and effective services for tourists, tour guides should consciously safeguard national interests and national dignity, abide by the law, and put the interests of the motherland and the socialist cause first.
Abiding by the law and discipline is the political quality that a tour guide must have, and it is also the obligation of every citizen. As representatives of travel agencies, tour guides should especially establish a high sense of law and discipline, conscientiously study and abide by relevant state laws and regulations, abide by the rules and regulations of the tourism industry, strictly implement service quality standards, strictly observe state secrets and business secrets, and safeguard the interests of the state and travel agencies.
Second, ideological quality.
(1) Excellent ideological quality
Tour guides should have excellent moral quality and noble sentiment, abide by public morality and be loyal to their duties. It is necessary to carry forward the spirit of serving the people wholeheartedly, closely combine this spirit with the purpose of "guests first" tourism service, and warmly serve domestic and foreign tourists.
(2) Love your job and be dedicated.
As a qualified tour guide, no matter what group of tourists you serve, you should treat every customer with the best attitude. No matter what troubles or difficulties you encounter during your trip, you should put tourists first and do your work better at all times.
(3) Have noble sentiments.
Tour guides should cultivate self-control, consciously resist all kinds of mental pollution, strive to be "free from mud", not greedy and selfish, not waver in their beliefs for a little cheap, and belittle their personality in the hearts of tourists. They should always maintain noble sentiments, leave the best side to tourists, and at the same time lay a good foundation for themselves in future services.
(4) abiding by the law
It is the duty of every citizen to obey the law. As representatives of travel agencies, tour guides should establish a high sense of law and discipline, consciously abide by the laws and decrees of the state, abide by the rules and regulations of the tourism industry, strictly implement the service quality standards of tour guides, strictly observe state secrets and business secrets, and safeguard the interests of the state and travel agencies.
Third, extensive knowledge.
Rich knowledge is the premise of doing a good job as a tour guide. The following are some main knowledge that a tour guide must master.
(1) Language knowledge
Tour guides eat by mouth. Language is the most important basic skill of tour guides, and it is also a communication tool for tour guide services. Eight elements of tour guide language: meaningful, well-founded, well-founded, affectionate and righteous, polite, expressive, interesting and metaphorical. Speak knowledge and speak standard Mandarin well. Speak clearly and accurately.
(2) knowledge of history, geography and culture
As the saying goes, "knowing astronomy above and geography below" is a trump card for tour guides. A tour guide must have rich knowledge of history, geography, religion, nationality, customs, local specialties, literature and art, ancient gardens, etc. Only in the process of tour guide can we give wonderful answers to the questions raised by tourists, and the probability of making mistakes will be smaller. Visitors can feel the real material of the tour guide.
(3) Knowledge of policies, laws and regulations
Tour guides should keep in mind the current policies of the country, master the knowledge of relevant laws and regulations, and understand the legal status, rights and obligations of foreign tourists in China. Tour guides must be guided by national policies and regulations when explaining and answering tourists' questions or discussing relevant issues with tourists. On the relevant issues in the process of tourism, tour guides should correctly handle them according to national policies and relevant laws and regulations. The words and deeds of tour guides should conform to the requirements of national policies and regulations and abide by the law.
(4) Psychological knowledge
Tour guides mainly deal with all kinds of tourists and often spend a short time with them, so it is particularly important to master the necessary psychological knowledge. Tour guides should keep abreast of tourists' psychological activities, do a good job in tour guide explanation and travel life service, and provide targeted psychological services so that tourists can get psychological satisfaction and spiritual enjoyment.
(5) Aesthetic knowledge
Tourism is a comprehensive aesthetic activity. The duty of a tour guide is not only to spread knowledge to tourists, but more importantly, to convey the message of beauty and let tourists enjoy beauty.
(6) Knowledge of social customs
Tour guides should master relevant sociological knowledge, understand local customs, wedding and funeral customs, religious beliefs, taboo customs, etc.
(7) Tourism knowledge
It is very important for tour guides to master the necessary tourism knowledge for the smooth progress of tourism activities. Tourism knowledge includes traffic knowledge, communication knowledge, monetary insurance knowledge, health and disease prevention knowledge, tourism knowledge and so on.
(8) International knowledge
Tour guides should also master the necessary international knowledge, understand the international situation and international hot issues in different periods, as well as China's foreign policy and attitude towards related international issues; It is necessary to be familiar with the general situation of the country of origin or tourist reception, and understand its history, geography, culture, nationality, customs, religious beliefs, etiquette and customs taboos, etc.
In short, we require that the tour guide must be a "saint" and know all aspects of knowledge in order to better complete each journey.
Fourth, higher tour guide service skills.
The service skills of tour guides are closely related to their working ability and knowledge, which need to be cultivated and developed in practice. Therefore, on the basis of mastering rich knowledge, tour guides should study tour guide methods and skills hard, and constantly summarize and refine them to form their own unique tour guide methods and skills and their own unique tour guide style.
Five, the ability to work independently and coordinate contingency.
At work, tour guides should have the ability to carry out policies independently, publicize and explain, have strong organizational and coordination skills and flexible working methods, be good at dealing with all kinds of people, and have the ability to analyze, solve problems and handle accidents independently.
Six, physical fitness
"The body is the capital of the revolution", and the tour guide work is a highly combined work of mental work and manual work, with complex work, large quantity and wide scope, strong mobility, high physical consumption and complex working objects. A tour guide must have a healthy body to do every step of the work well.
Seven, psychological quality
Tour guides face different tourists, and they will encounter different degrees of trouble in the process of traveling, which requires tour guides to have good psychological quality.
(1) A tour guide should have good observation and perception.
In the contact with tourists, tour guides should be good at observing tourists, keenly discover the psychological reactions of different tourists, know what they need and what they are interested in, adjust their explanation methods and corresponding services in time, take necessary measures and use changeable methods to ensure the smooth progress of tourism activities.
(2) Tour guides should have good will quality.
Will is a psychological process in which people consciously organize their actions in order to achieve a certain goal, which is related to overcoming difficulties. People's will shows that they are good at making decisions and choosing appropriate ways of action before the action begins; After the action begins, I can stubbornly overcome all kinds of difficulties in the process of action and stick to it.
The emotional state of tour guides has a great influence on tour guide service. The mood of tour guides is inevitably influenced by various subjective and objective negative factors. Therefore, tour guides should have strong self-control, be calm and calm in an emergency, consciously adjust and control their words and deeds, remain calm, enthusiastic and patient, and sometimes even have to endure and restrain physical and mental pain to serve tourists. The self-control of the tour guide's will not only has an extremely obvious psychological impact on tourists, but also can restrain some negative emotions or passions of tourists.
(3) Tour guides should be good at adjusting the mood of tourists.
In the process of traveling, tour guides should not only control their own emotions, but also be good at adjusting the emotions of tourists, because tourists are often in a state of excitement and tension during traveling. Tension can easily make tourists tired and affect leisure activities, and tourism activities can not successfully achieve the expected goals. Therefore, tour guides should have the ability to adjust tourists' emotions. Maintaining and improving tourists' interest in tourism is an important test of tour guides' working ability and quality, and also an important symbol of the success of tour guide activities.