A) When the previous procedure is handed over, the next procedure shall be inspected and rechecked to ensure correctness;
B) Ensure that its employees meet the specified qualification requirements and have the necessary ability to realize outbound tourism services, so as to prove their quality assurance ability and performance ability in the service process;
C) Establish effective service supervision methods and organize their implementation;
D) Provide operation instructions for relevant processes;
E) Provide appropriate training or other measures to enable employees to meet the specified qualification requirements and have the necessary abilities. 5.2.l Service environment of the store
The service environment of outlets shall meet the requirements of 5.6. 1 in the Quality Requirements for Domestic Tourism Services of Travel Agencies (LB/T004).
5.2.2 Sales staff
Salespeople should:
A) Abide by the post norms of tourism professional ethics;
B) Wear service marks and dress neatly;
C) Be familiar with the tourism products and business operation procedures promoted;
D) Provide tourists with effective information about tourism products and suggestions on choosing tourism products;
E) Assess and review the tourists' requests for joining the tour group to ensure that the accepted tourists' requests are within the service capacity of the travel agency;
F) Explain the restrictive conditions of the quotation to tourists/customers, such as the validity period of the quotation or the number of people;
G) The pricing and charging procedures are complete and the accounts are clear.
5.2.3 Sales transaction
After the sales transaction is completed, the salesperson shall:
A) Inform tourists of the instructions for completing the application form for outbound travel and the instructions for foreign exchange for outbound travel;
B) Carefully examine the materials and articles submitted by tourists, and return them to tourists in time if they are not applicable or meet the requirements;
C) Keep all kinds of materials and articles submitted by tourists at the time of registration, with clear procedures for handover;
D) Sign outbound travel service contracts with tourists;
E) Issue an invoice after collecting the travel expenses;
F) Remind tourists of matters needing attention and recommend travel accident insurance to tourists;
G) Timely and accurately convey the requirements and commitments of the evaluated tourists to relevant working procedures. 5.3. 1 license
The package travel agency shall assist tourists to apply for exit travel documents in accordance with the contract. If a tourist has obtained a travel document, the travel agency should carefully check its validity period and keep it properly to ensure that the document is handed over and used in a controlled state.
5.3.2 Selection and management of overseas travel agencies
Within the scope designated or recommended by the tourism department of the destination country/region, the package travel agency should choose overseas package travel agencies and make evaluation, and those with good reputation and performance will be given priority to ensure the stability of the quality of tourism products sold by package travel agencies.
A package travel agency shall sign a book and bread price travel agreement with an overseas package travel agency in accordance with the regulations.
Travel agencies shall regularly verify their performance ability and establish credit files of overseas travel agencies.
tourist visa
Travel agencies shall handle tourist visas for tourists in accordance with the requirements of embassies and consulates in China, the destination country, and the agreement with tourists. The self-management visas submitted by tourists should be carefully examined when they are collected.
5.3.4 Implement the team plan
The package travel agency shall, in accordance with its commitments/agreements, tourist routes and the requirements of the evaluated tourists, work with relevant departments/units such as transportation, exit-entry administration and package travel agency to implement the arrangement of the team plan to ensure accuracy.
In the process of implementing the team plan, the package tour agency shall promptly notify the tourists to replace/correct any unsuitable tourist articles and materials.
The package travel agency shall have the confirmation information of the implementation plan of the overseas reception agency, and keep its written records.
Pre-departure briefing
Before leaving the group, the group travel agency should hold a briefing before leaving the group. At the meeting, the travel agency should:
A) Explain to tourists the precautions for outbound travel, as well as foreign exchange matters and procedures;
B) Issue outbound travel itinerary, team logo and tourism service quality evaluation form to tourists;
C) Knowledge of laws, regulations and customs of the destination country;
D) Explain to tourists in detail all kinds of situations that the tour group organization cannot (completely) perform the agreement due to force majeure/uncontrollable factors, so as to gain tourists' understanding.
The outbound travel itinerary shall contain the following contents:
A) Tourist routes, time and scenic spots;
B) transportation arrangements;
C) Accommodation standard/grade;
D) Shopping, entertainment arrangements and self-funded projects;
E) Contact persons and contact information of the tour organizing agency and the tour receiving agency;
F) Emergency contact information in case of emergency. general requirements
The outbound tourism team should be equipped with a team leader.
Domestic shuttle buses should meet the requirements of Service Quality of Tourist Cars (LB/T002).
5.4.2 Quality Requirements of Team Leader
The basic quality of tour guides should meet the requirements of Chapter 5 of the Guide Service Quality (GB/T 1597 1).
The tour leader should have certain English or destination country/region language ability.
The tour leader should have some tour guide experience before taking up his post.
The team leader should conscientiously perform the duties of the team leader, strictly abide by the discipline of foreign affairs, and have certain emergency handling ability.
5.4.3 Service requirements of team leaders
General rule
The tour guide service shall meet the requirements of Chapters 3 and 4 of the Quality of Tour Guide Service (GB/T 1597 1).
The tour leader shall complete the travel itinerary plan in accordance with the contract.
5.4.3.2's preparation before leaving the team.
The tour leader should carefully check and check the outbound tourism team information handed over by the dispatcher.
Note: Information of outbound tourism teams usually includes team list, entry-exit registration card, customs declaration form, travel documents, tourist visa/endorsement, transportation tickets, reception plan, contact address book, etc.
5.4.3.3 entry-exit service
The tour leader shall inform and distribute the travel documents and customs clearance materials (such as entry-exit registration cards, customs declarations, etc.) that should be presented/submitted to the port border inspection/entry-exit management agencies during customs clearance, and guide the team to clear the customs in turn.
Submit necessary team materials (such as team list, group visa, entry and exit registration card, etc.). ) Go to the border inspection/immigration office at the port and go through the necessary formalities.
The tour leader should actively handle the relevant procedures for the travel team to take the plane and check the luggage, and guide the team to board the plane on time.
During the flight, the tour leader should assist the crew to provide necessary help and services to tourists.
5.4.3.4 tourism service company
The tour leader shall provide reception services for tourists in accordance with the contents and standards stipulated in the travel contract signed by the package tour agency and tourists, and urge the reception agency and its tour guides to perform the travel contract in accordance with the agreement.
During the tour, the tour leader should actively assist local tour guides and provide necessary help and services for tourists.
Handling of special circumstances
Travel agencies shall establish and improve emergency handling procedures and systems.
The tour leader should actively take effective measures to deal with special circumstances such as accidents, casualties, blocked trips, lost or robbed property, disease rescue, etc., and safeguard the legitimate rights and interests of tourists.
If necessary, report to the local embassy or consulate for help.