I. Accommodation
1, the tour guide should know the floor and location of the guest's room, the room where the tour leader or the whole escort is staying, and the safety emergency passage of the hotel. Once the situation happens, guests can be organized to evacuate the scene quickly and safely to avoid casualties.
2. Remind guests to take their room keys with them when they go out, keep or store valuables with them, and don't entrust others to take things from their rooms; Remind the floor attendant not to open the door for people who don't have the key, so as to prevent criminals from stealing guests' property on the pretext of "forgetting to bring the key" and "we are in the same group".
3. Remind the guests to close the doors and windows before going to bed and hang the door buckle. To prevent thieves from entering through the window and stealing property.
The tour guide should inform the accompanying staff and guests of his room number and contact information. If you call a guest, you should sign up first.
Second, drive.
1. The tour guide should set a meeting time and place with the driver one day before leaving the tour group. You can take the driver's car to pick up the tour group on the way, but don't let the driver take a detour to pick up the tour group.
2. If it is found that the driver wants to bring his family members or other idlers with the group, he should be advised to stop his behavior or report to the travel agency for instructions immediately.
3. If there are internship guides, please arrange them to sit in the front (not the main seat) or the back, not among the guests, in case of property loss or other things.
Don't signal the driver to drive until all the tourists are seated. When announcing the time required for long-distance driving to the guests, it should be more than half an hour than the actual time.
5, remind the driver to pay attention to safety, in the long journey, to stay awake, avoid sleeping with the guests, can be appropriate to chat with the driver, put some music, to prevent the driver from being sleepy. When walking in bad weather or bad road conditions, especially remind drivers to pay attention to safety, and try not to let guests sleep, because in an emergency, the defense response of sober guests is definitely faster than that of sleeping guests.
6. When walking on the mountain road in rainy, snowy and foggy days, the tour guide should ask about the road ahead through various channels, and only when there is no problem can he move forward to avoid the dilemma caused by the situation of driving halfway.
7. When entering the mountainous area in autumn and winter, the tour guide should remind the driver to add negative oil to avoid the sudden drop of temperature and the car is not easy to start.
8. If you need a rest on the way, you should choose a place with a spacious sidewalk and a wide view. Toilets or places selling local products should be in the same direction as parking places. Try not to choose the opposite road, so as not to let the guests cross the road with fast traffic.
9. Remind carsick tourists to take motion sickness medicine in advance, and don't walk frequently after getting on the bus.
Third, luggage.
1. When receiving the luggage sent by the bellman, the tour guide should first list the luggage in the front row of the coach luggage compartment for centralized inventory. After all the guests have confirmed their luggage, they can load it.
2. Before loading the trunk, remind the guests to take all the articles needed for sightseeing during the day with them, and the luggage compartment will not be opened halfway. In case the guests want to pick up their luggage on the way, the tour guide should be on the side to prevent the guests from leaving other guests' luggage behind when moving their luggage, especially in busy downtown areas, and to prevent outsiders from stealing it.
3. Small pieces of luggage in the car should be piled in the last position or under the guest's seat, but don't affect the guest's legs. Try not to put the luggage in the aisle. The luggage placed on the luggage rack above the guest's head should be fixed firmly with protective belts to avoid falling and hurting people during driving. Luggage should be placed smoothly to avoid collision and damage.
On the train, if the luggage gets on and off near the door, the belts of the luggage should be tied to each other to prevent someone from dragging it away when getting off.
Fourth, property.
1. During the tour, the tour guide should remind the guests to strengthen their awareness of prevention at any time, especially before and after checking out or when leaving any place, emphasizing that the guests should count and take good care of their belongings. Men try not to use bags, and women try not to use handbags.
2. The tour guide should remind tourists not to always hold their mobile phones and wallets in their hands. When they see a guest putting his mobile phone in his coat pocket, remind them to slide down carefully when bending over.
Before getting off the bus, the tour guide should remind the tourists to close the window.
4. Don't keep your ID card, passport and other important documents for the guests. When it is needed, it will be collected by the escort or team leader and returned in time after use.
Verb (abbreviation of verb) sightseeing
1, familiar with the arrangement of the itinerary in the reception plan, and able to foresee the links that endanger the safety of the guests.
2. According to the weather and scenic spots, inform tourists to prepare corresponding clothes in advance, and explain the matters needing attention. If it rains and winds, don't open an umbrella, in case someone else's umbrella is blown away together. When visiting a temple, you should dress neatly. When traveling in minority areas, we should respect local customs and habits. The content description should be true and clear, not alarmist or vague.
3. Remind tourists to follow the group when visiting, obey the arrangement, and don't act alone without authorization. Don't go too far when you are free, don't go back to the hotel too late, and don't go to a messy and unsafe place.
4. In activities with high physical exertion, we should pay special attention to the elderly and infirm, and remind them to prepare crutches and medicines. In advance, and don't force them, and take extra care of them during the tour.
5. Before participating in scenic entertainment projects, inform the specific matters needing attention of each project and strictly implement them.
Sixth, catering.
1, take the guests to the designated tourist restaurant in strict accordance with the arrangement of the travel agency.
2. When taking guests through the aisles and stairs of the restaurant, if you find that the ground is greasy, the steps are broken, and the carpet is bent, etc. You should remind tourists to pay attention to the safety under their feet.
3. In the process of eating, if the food is found to be unclean, spoiled and moldy, the food should be immediately taken off the shelf and negotiated with the restaurant supervisor to ask them to provide it again according to the standard.
4, remind guests to pay attention to food hygiene, don't overeat, so as to avoid diarrhea caused by acclimatization. When traveling in the north, remind guests to drink more water and eat more fruits to prevent catching fire and catching a cold.
After eating seafood, don't eat cold drinks, watermelons and other cold foods within one hour, and don't go swimming immediately. Otherwise, don't eat cold drinks, seafood and watermelon immediately after swimming. People with carsickness should not eat too much or be too greasy before flying.
6. Please bring your own medicine to prevent diarrhea, allergies and colds. Don't give your medicine to the guests easily.
Seven, shopping
1. The tour guide must go to the place where there is an agreement with the travel agency or designated by the Tourism Bureau.
2. Remind tourists to pay attention to the price and quality of goods and introduce them realistically; When the guest has no intention of shopping and the tour guide needs to complete the task of signing the bill, he should explain it to the guest. If the guests don't agree, they can't be forced.
3. Arrange shopping reasonably. Don't concentrate on shopping all day. Don't increase unplanned shopping without authorization. Don't sell goods directly to customers.
4. In the case of uncooperative guests or unsatisfactory consumption, tour guides and drivers must not be indifferent, and the service is negative, which may easily lead to complaints.
5. Some disguised consumption activities, such as burning incense, drawing lots and participating in folk activities. , should express the time and amount of consumption to the guests in advance, and in line with the principle of voluntary consciousness, according to their own circumstances, invite guests to participate.
6. Remind guests not to have disputes with local vendors in advance, especially if they don't buy after bargaining with vendors. Some vendors will make things worse, accidentally touching their things and being blackmailed by them.
7. Be familiar with the regulations for carrying cars, boats, planes and articles into and out of the customs to prevent guests from buying things they can't bring back.
Eight. bill
1. Take good care of all consumer bills to provide a basis for clarifying the responsibility for safety accidents.
2, the bill should be complete, clear and correct, without alteration.
3. Beware of the following situations: the other party asks for the next replenishment on the pretext that there is no invoice; Provide expired and invalid invoices; Provide invoices for non-local and current consumption; Failing to affix the special invoice seal or financial seal or the seal is inconsistent with the name of the store; Fake invoices and so on.