1. What are the individual requirements of tourists? What are the individual requirements of tourists? What principles should tour guides follow when dealing with individual requirements of tourists?
the individual requirements of tourists refer to the temporary requirements made by individual tourists or a few tourists due to the special needs of tourism life during the tour after the tour group arrives at the tourist destination. The individual requirements of tourists are varied and random in time. How to deal with these individual requirements is not only a test of the ability of tour guides to deal with problems, but also a test of the service quality of tour guides. Therefore, the individual requests made by tour guides to tourists, no matter how difficult they are or whether they are reasonable or not, should be given enough attention and dealt with in a timely and reasonable manner, so that satisfied tourists will be happy, unsatisfied tourists will understand the efforts of tour guides, and those picky tourists will be beyond reproach. Therefore, when dealing with individual requirements of tourists, tour guides should not only pay attention to the ways, methods and skills, but also follow some necessary principles, so as to keep a clear head, deal with them appropriately and achieve better results.
the individual requirements of tourists can be roughly divided into three situations: one is reasonable requirements that can be met through the efforts of tour guides; One is a reasonable but difficult requirement; One is unreasonable demands. For these three situations, tour guides should deal with them according to different principles.
1. the principle of striving to meet the needs
striving to meet the needs of tourists is the basic principle of tour guide service, which should run through the whole tour guide service. If the individual requirements put forward by tourists are reasonable and can be achieved through hard work, tour guides should try their best to meet the requirements of tourists. Tourists are the main working objects of tour guides, and it is the main task of tour guides to meet their requirements and make them enjoy their travel life happily. As long as the requirements put forward by tourists are reasonable and possible, even if they are difficult, tour guides should try to meet them. Many tourists take "
don't disturb others" as their motto, and often don't ask for help easily. Once they ask, it shows that they really need the help of the tour guide, so the tour guide must not take their request lightly. Tourists who don't ask for anything don't need the help of the staff, but they don't want to ask for help. Therefore, tour guides should carefully observe the words and deeds of tourists, try to understand their psychological activities, and provide them with the tasks they need even if they don't ask. If the tour guide can do this, his work will certainly be highly praised by tourists.
it is particularly important for some special teams, such as vip tour groups, disabled tour groups and newlyweds tour groups, to implement the principle of trying to meet the needs of tourists. Because the personalized requirements of such tour groups are different from those of ordinary tour groups, we try our best to meet their individual needs. Requirements, can have a greater impact on the image of the destination country and the reputation of travel agencies.
2. the principle of listening carefully and explaining patiently
most of the requirements put forward by tourists are reasonable, but some of them are too harsh, which makes the work of tour guides more difficult. Some requirements seem reasonable, but these services are not stipulated in the travel contract or cannot be provided in China at present. Some people, out of a certain mentality, criticize and criticize the work of tour guides.
As soon as the above requirements are heard, tour guides should listen carefully, and don't accuse tourists of asking too much or explaining them at random without hearing them all. Second, we should smile, and don't express disgust and add bad words as soon as we hear unpleasant words; Third, we should patiently explain, patiently and realistically explain reasonable but impossible requirements, and don't reject them as "impossible". In short, tour guides should not be impulsive in making such demands on tourists.
3. It is inevitable that there are unreasonable people in the tour group, who deliberately make some unreasonable demands to make things difficult for the tour guides.
For unreasonable demands, tour guides should remember that they are the host. If they are the host, they should have the host's warm and hospitable attitude, be measured by the host and be courteous to tourists. Tourists can be picky and even quarrel, but as the host, the tour guide must keep calm, always be reasonable, favorable and restrained, and adhere to the principle of being neither humble nor humble. Under normal circumstances, tour guides should treat their guests with reason, do not quarrel with them, and must not confront them head-on, so as not to affect tourism activities and cause adverse effects. For unreasonable troublemakers, tour guides should continue to serve them enthusiastically, and try their best to meet their reasonable and possible requirements.
if the unreasonable troubles of individual tourists affect the normal activities of the tour group, the tour guide will not ask the tour leader to help solve the problem, or directly face all the tourists and ask them to uphold justice. This requires tour guides to provide warm and thoughtful services to tourists and extra-long services in peacetime. At this time, tour guides can often get the appreciation and support of most tourists, and objectively isolate the demanding and unreasonable people. When there are difficulties, tour guides should report to the leaders and ask them for assistance.
2. Handling of individual catering requirements
1. A tourist asks to eat vegetarian food. How should the tour guide handle this request?
2. A tourist thinks that the food of the tour group is not to the taste and asks for a meal alone. What should the tour guide do?
due to religious beliefs, living habits, physical condition and other reasons, some tourists will put forward special dietary requirements, such as not eating meat, greasy and spicy food, pork or other meat, or even salt and sugar.
if there are civilized requirements in the travel agreement, the travel agency of the receiving party must make arrangements in advance, and the local escort should check the implementation before the reception. Under normal circumstances, the local escort can contact the restaurant and try to satisfy it if possible; If there are difficulties, the local escort can help them solve them by themselves.
if the tourists ask for a meal change because the food doesn't taste good, the tour group should ask for a meal change three hours before the meal, and the local escort should try to contact the restaurant and handle it according to the relevant regulations; Visitors should not accept the request for a meal change when approaching the meal, but the tour guide should be patient in explaining it; If tourists still insist on changing meals, tour guides can advise them to order their own food at their own expense. Visitors are required to add vegetables and drinks when dining, but the expenses are self-care.
Due to the internal contradictions of the tour group or other reasons, individual tourists request to dine alone. At this time, the tour guide should patiently explain and tell the tour leader to ask for mediation; If the tourist insists, the tour guide can help him to contact the restaurant, but the meal fee will be paid by himself and the comprehensive service fee will not be refunded.
3. How to handle individual housing requirements?
1. A tourist is dissatisfied when he finds that his room is below the agreed standard. What should the tour guide do?
2. When a tourist who lives in a double room lives in a single room because of different living habits from another tourist, how should the tour guide treat him?
when group tourists travel to a place, what star-rated housing they enjoy is clearly stipulated in the travel agreement, and even in which city and hotel they stay. Therefore, even if the rooms provided by the host travel agency to the tour group meet the standards, if other hotels with the same star rating are used to replace the hotels indicated in the agreement, the tourists will be dissatisfied. If the rooms provided are below the standard, tourists will have more complaints, and the travel agency must be responsible for replacing them. If there are difficulties, it is necessary to explain the reasons and propose compensation conditions.
tourists who live in a double room require a single room. If there is a room available in the hotel, it can be met, but the room rate is self-care. When roommates ask for a single room because of conflicts or different living habits, tour guides should ask the tour leader to mediate or make internal arrangements; If mediation and deployment fail, the hotel has a vacant room to meet its requirements, but the tour guide must explain in advance that the room fee will be paid by the tourists themselves (generally, whoever asks for a single room will pay the room fee).
4. Handling of individual shopping requirements
1. Some tourists ask to go out shopping at night. How will the tour guide handle it?
2. An overseas tourist took a fancy to an ancient China calligraphy and painting in a tourist attraction booth, and was bargaining with the stall owner. When he saw the tour guide coming, he asked for his advice. How should the tour guide express his position at this time?
3. An Australian Chinese visiting with a group wants to buy some Chinese patent medicines from Beijing Tongrentang and take them out of the country. What customs regulations should the tour guide inform him of?
when tourists ask to go out shopping alone, the tour guide should assist them, be a good shopping consultant, such as suggesting which shopping mall to go to, arrange a taxi for them and write a note for them to take (the name of the store, address and hotel are stated on the note), etc. However, when the tour group is about to leave the local area, the tour guide should discourage tourists from going out shopping alone.
if overseas tourists want to buy antiques or antique works of art, tour guides should take them to the cultural relics store to buy them. After buying the goods, they should be reminded to keep the invoices. If there are wax seals, do not remove them for customs inspection. If tourists want to buy antiques at the stalls, tour guides should discourage them and inform China's customs that if they bring cultural relics exported from China (including old books, calligraphy and painting, etc.), they should submit firm certificates from the cultural relics management department of China to the customs, otherwise they are not allowed to take them out of the country, and the stalls cannot provide such certificates for them. If it is found that individual tourists can smuggle cultural relics, tour guides must report to relevant departments in time.
when overseas tourists want to buy Chinese herbal medicines and proprietary Chinese medicines, tour guides should inform the regulations of China's customs; When leaving the country, inbound passengers are required to submit to the customs the invoice stamped with the "Special Seal for Foreign Exchange Purchase" uniformly printed by the State Administration of Foreign Exchange, and are not allowed to take it out beyond the reasonable amount for their own use (for those going abroad, the total value is limited to RMB 3 yuan; To Hong Kong and Macao, the total value is limited to RMB 15 yuan).
5. tourists in tour groups require free activities. should tour guides meet their requirements? How should they be handled separately?
when the tourists who take part in the group tour demand free activities or independent activities for various reasons, the tour guides should handle them properly according to the principle of "reasonable and possible" according to different situations, and seriously answer the tourists' inquiries and make suggestions to meet their requirements as much as possible.
some tourists in the tour group have visited a certain scenic spot in China many times. Therefore, I hope not to join the group activities. If you remind them to bring the hotel badge, write a note to the tourists (with the name and address of the destination and the name and telephone number of the hotel where they stayed) to help find a taxi and remind them of the dinner time and place.
after arriving at a certain tourist spot, if individual tourists want to visit or take photos freely instead of following the prescribed route, their requirements can be met if there are not many tourists and the order is not chaotic. Tour guides should remind them of the time and place of assembly and the bus number of the tour bus. If necessary, leave a note with the time, place and bus number of assembly, as well as the name and telephone number of the hotel, in case of emergency. If there is no activity arrangement in the evening, when tourists ask for free activities, tour guides should advise not to go too far, not to go to disorderly places, and not to return to hotels too late.
In some cases, tourists need to be discouraged from free activities
1. If the tour group plans to visit another place, or if the tour group is about to leave the local area, if someone asks to stay in the local area for activities, the tour guide should persuade them to act with the tour group because it involves too much, so as not to affect the smooth progress of the tour group's activity plan.
2. If the local public security is not ideal, tour guides should discourage tourists from going out for activities, let alone activities, but they must explain the situation realistically.
tourists should be discouraged from moving freely in complex and chaotic places.
it is not advisable for tourists to ride bicycles alone to play in unfamiliar and busy streets.
3. When a tourist asks to row a boat or swim in a non-swimming area on a river or lake, the tour guide can't agree, and can't accompany a few people to row and swim without the tour group.
4. Tourists ask to visit areas and institutions that are not open to the outside world, and tour guides shall not allow such requests.
In short, when the above situation occurs, tour guides should patiently explain to tourists and explain the reasons to avoid misunderstanding.
VI. Handling of requirements for visiting relatives and friends, and activities of relatives and friends accompanying the group
1. When overseas tourists ask the tour guide to help them find their relatives and friends in China, how will the tour guide help them?
2. What should the tour guides do when overseas tourists ask their relatives and friends in China to take part in local or next-place tourism activities?
after arriving at a certain place, tourists want to visit their relatives and friends there, which may be one of the main purposes of their travel to a certain place. When tourists make such requests to tour guides, they should try to meet them.
1. General handling method
If tourists know the names and addresses of relatives and friends, tour guides should assist in contacting them and explain the specific bus routes to tourists. If tourists only know their names or some clues, but the address is unknown, tour guides can ask the public security household registration department to help them find them through travel agencies, and tell them in time and help them contact them when they find them; If you can't find it during the tour, you can ask the tourist to leave his contact address and telephone number and inform him when you find his relatives and friends.
if overseas tourists want to meet their counterparts in China to discuss business, contact with work, donate money or other activities, tour guides should report to the travel agency and give active assistance under the instructions of the leaders.
if an overseas tourist wants to visit a celebrity, the tour guide should understand the purpose of the visitor's request and report to the leader, and handle it according to the regulations.
2. Matters needing attention
When helping foreign tourists meet relatives and friends or peers, tour guides generally do not participate in the meeting and have no obligation to translate.
if a foreign tourist asks to meet a foreigner in China or an embassy or consular officer in China, the tour guide should not interfere; If assistance is required, the tour guide can help; If foreign tourists kindly invite tour guides to participate in the activities held by embassies and consulates, tour guides should first ask the leaders and get approval before going.
some tourists want their relatives and friends to join the group activities or even travel to other places after they arrive in a certain place. When tourists make such requests to tour guides, tour guides should handle them according to different situations.
get the consent of the tour leader and other members of the tour group first.
contact the relevant departments of the travel agency. If there are no special circumstances, you can go to the travel agency to go through the procedures for joining the league; Show valid certificates, fill in forms and pay fees.
if foreign diplomats travel with the group, they should consult the travel agency and strictly follow the relevant regulations of our government.
VII. Handling of tourists' request to leave the tour group halfway
1. What should the tour guide do if a foreign tour group requests to return to China early because of the sudden death of its family?
2. What should the tour guide do if a passenger asks to leave the group halfway because his unreasonable demands have not been met?
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