Year-end summary of scenic spot conductors
Time flies, and 2017 is about to pass in the blink of an eye. The following is a selected year-end summary of scenic spot conductors. You are welcome to read and refer to it.
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After one year of work, I have a deeper understanding of a series of work contents such as security, ticketing, customer service, etc., and at the same time, my work in these aspects has been improved to a certain extent.
Safety is a serious issue
Citizen Square Station is an outdoor branch station with a 120-meter platform. Faced with such an environment, station staff have to patrol the platform and inspect equipment. More requirements, last winter I found an upper limit alarm between the upstream water tanks, and later found out the reason was that the water pipes were frozen and cracked because of the too cold winter; I participated in many turnout snow removal tasks, which is very important for me as a new employee who has been in the company for two years. It is said that it is a very important learning experience and at the same time enriches the work experience.
As the safety door construction enters the final stage this year and enters the commissioning period, the safety door is in a normally open state, which has new requirements for platform inspections. The safety door is 1.5 meters high, and people under 1.5 meters can enter the door body. It's hard to spot, so be very careful when patrolling the platform to prevent any danger.
In November, the safety door was officially put into use. We have conducted relevant training and assessment on how the station staff should handle the failure of the safety door, and can appropriately use relevant emergency plans in the event of an accident.
Ticketing problems are no small matter
This year, I obtained the qualification to sell tickets. I was very scared because I was particularly insensitive to numbers. However, with the help of Song Yan, the stationmaster on duty, I was able to I have made great progress and quickly mastered some ticket selling skills.
I won the title of "Excellent Conductor" in the "Fight the Heat and Celebrate the National Day with No Errors in Ticketing" event held by the Vehicle Service Department. This should also be an affirmation of my hard work.
Customer service issues need to be refined
In such a job where you deal with people every day, there are always some stumblings every day
Because Everyone has emotions, which requires me to pay attention to my voice and intonation when serving passengers. At the same time, I should not bring emotions outside of work into my work. I should adopt different service mechanisms for different passengers, analyze specific problems in detail, and strengthen I study my own geography and language knowledge to serve different passengers well, thereby improving my customer service level. Not only that, I also often pay attention to the customer service weekly report to always remind myself not to make mistakes happen to me a second time.
During one year of work, I also summarized my work in a timely manner and cooperated with the station area to collect and compile some information. Fortunately, some of it was published in the company magazine and the monthly magazine of the Vehicle Service Department. It deeply affirmed my thoughts.
In the past year, I have gained a lot, not only from my efforts, but more importantly from the leadership’s support and care;
This year is about to come to a successful end. , has ushered in a brand new next year. I will still work hard and work hard next year to contribute my meager strength to the Tianjin Station that is about to open. Chapter 2: Year-end summary of scenic spot ticket sellers
Ticket inspection work is a small part of the XX Group, but every action and every word we make not only shows our personal charm, but also represents the image of the scenic spot. , and then the "Guanyin brand" is directly reflected in the hearts of tourists
20xx is the first year of xx, and it is also the first year of the ticket inspection team of Tianling Company. Although the achievements are remarkable, the experience is difficult. First of all, thank you for our good leadership, and also thank all members of our class for their solidarity, mutual help, serious and active work and various contributions.
The ship is driven by the helmsman. The ticket inspection team of Tianling Company carries out its work under the correct leadership of the group company, branches and scenic spot management department, and develops various tasks in 20xx:
1. Daily work, grasping Ideological management
1. Organize and hold 25 regular team meetings: regular meetings summarize the work of the week, listen to employees’ work conditions, point out employees’ deficiencies in their work, discuss and propose corrections, and arrange work for next week. Hold more meetings, summarize more, point out more, and finally achieve unity in work and fulfill the responsibilities of this position.
2. Organize employees to study and train for nearly ten sessions: Articles 7 to 10 of the original "Employee Code", the main content is employee appearance and etiquette; "Employee Leave Management Measures" and "Group Company" "Employee Labor Discipline" to strengthen employees' daily work and rest management; Professor Lin Yongkuang's "Innovative Road to the Development of Tourism Cultural Industry in the 21st Century" allows employees to understand what tourism is, how Suining tourism develops, and the characteristics of tourism development, aiming to increase the number of classes The tourism culture knowledge of internal employees; the tourism culture knowledge of "Mysterious Eight Wonders of Suining" is intended to strengthen our tourism people's understanding of local culture, so that we can better introduce Suining's characteristics and market conditions to tourists, and improve the visibility of Suining's tourism development; After studying the "Implementation Plan for Carrying out "Peaceful Scenic Area" Creation Activities, members of this class can use the advantages of front-line positions to promote "Peaceful Scenic Area" and create "Tianling Ping An Scenic Area" together with tourists.
3. Coordination, solidarity and mutual assistance: Understand the relationship between employees, regulate the solidarity and mutual assistance among colleagues, and the solidarity and mutual assistance between brothers, teams, and departments, so that the enterprise is the home and there is no division of labor. The idea of ??dividing the family.
4. Educate and share the grievances of team members: The surrounding environment of the scenic area is complex, and almost all ticket inspectors have been grievances at least 20 times (tourists do not understand the ticket price of the scenic area, tourists do not understand the service of the staff) Discrimination at work, tourists deliberately go to the scenic area to cause trouble, residents around the scenic area forcefully enter the scenic area or force people to enter the scenic area on the grounds that they are locals, wild men and wild motorcycles go to the ticket check-in office to cause trouble, cause trouble, etc.), and individual employees are also threatened or Physical trauma, etc.; to persuade members to work first, personal safety is more important, and make mistakes for tourists? Yes?, what we do is service work.
5. Organize and establish software data within the class: "Registration of Visitors to Scenic Areas", "Handover of Items between the Management Department and the Security Department", "Records of Post Phone Use", various work plans and meetings within the company and the class Minutes, training materials, in-class schedules, company announcements, etc. ensure that management is well-founded and inspections are orderly and courteous.
2. Team performance, promote unity and cooperation
1. Assist security personnel to replenish tickets: Security personnel assist ticket inspection posts to maintain normal order, and divide work without separation. Ticket inspectors assist security personnel to replenish tickets, Forest fire prevention, etc., such as a Feng Shui Garden supplementary ticket in February is 720 yuan (16 foreign tourists, 2 elderly tourists), a monk's grave supplementary ticket in May is 240 yuan (12 tourists, half-price discount for foreigners in May), etc.; one day at noon in June The main ticket gate received a report from ropeway staff that there was a fire at the monk's tomb. All the male ticket inspectors took the initiative, notified the security personnel, and assisted the security personnel in extinguishing the fire.
2. Cooperate with the ticket sales team to replenish more than 300,000 tickets. The establishment of temporary ticket gates in the scenic area has greatly facilitated tourists to purchase and replenish tickets, improved the service functions of the scenic area, and better retained tourists in the scenic area. amount of tourism.
3. Complete the reception of tourists during major national holidays and the three major Xianghui Festivals throughout the year, with no major accidents or service quality complaints.
4. Organize team members to participate in group company meetings and training for many times, each time is the focus. The most used ones are employee etiquette training, and "five-tone service" in the reception of on-site tourists, employees The benefits are huge.
5. The team successfully celebrated the 60th anniversary of the motherland and celebrated in various ways, such as doing their jobs conscientiously and participating in the patriotic education organized by the company to watch "The Founding of the People's Republic of China".
6. Formulate and use VIP reception procedures: work closely with various departments of the company to ensure smooth and successful VIP reception, which greatly establishes the important image of tourist attractions as an important role of the municipal party committee and government in external exchanges and publicity. .
7. Received more than 90 Chengdu-Chongqing Shinkansen teams of the group company, and received more than 3,500 local and foreign tourists.
8. Successfully completed the approval of the Municipal Party Committee and Municipal Government’s establishment of the National Health Commission, received municipal inspection, provincial inspection, and national inspection and health inspection teams several times to compete for points and honors for the establishment of the National Health Commission. .
3. Tourist reception, the best in the four categories?
1. The number of tourists received by the scenic spot throughout the year reached more than 1.5 million (including temple believers, laymen, etc.). This year is The tourist reception volume is the highest since the scenic spot opened to the outside world;
2. It is estimated that the annual ticket sales in 2009 will be nearly 4 million, which is the highest ticket sales in the history of Lingquan Scenic Area (Tianling);
3. On the first day of the Spring Festival in 2009, the ticket check-in amount at Xishan Gate was more than 3,000 yuan (ticket 5 yuan/person), setting a record for the highest ticket check-in amount at Xishan Gate;
4. 2009?6.18?Xiang During the festival, the number of tickets checked in the scenic spot was 330,000. The number of tourists received on the night of June 18 in the lunar calendar was similar to that on the first day of the Spring Festival this year. Both the ticket sales and reception volume were the highest on June 18 in the past years;
4. Two tasks being completed
1. Creation of "Safe Scenic Area": ??members of the team vigorously promoted and improved it from multiple angles, such as forest fire prevention, prohibition of highly incense firecrackers, and vehicles on the inner ring road of the scenic area not allowed to go down the mountain, etc. , coordinate and communicate with tourists to ensure the harmonious construction of scenic spots and tourists.
2. Cooperate with the municipal party committee and government to create a "National Greening Model City": provide due publicity and reception within the class.
5. Put forward two suggestions for the development of the scenic spot
1. Use of the Lingquan Lake water rising and falling stage: invite the community elderly entertainment team to perform on the days of the week (weekends) with the largest number of tourists. For several hours of entertainment performances, the company can provide a certain amount of paid fees to enhance the stay time of elderly tourists in the scenic spot.
2. The company can add a certain number of entertainment projects to meet the consumption needs of middle-aged, young and young tourists. The scenic area currently has an open space at the Feng Shui Garden.
The results belong to every member of the class, as well as to colleagues in the upper and lower departments of the company. Let the ten thousand Buddhas offer their offerings. Chapter 3: Year-end summary of the scenic spot conductor
One year passed quickly. During the year, with the care and help of the monitor and colleagues, I gained a deeper understanding of my job. In terms of ideological awareness, I gained a deeper understanding of my job. With further improvement, this year’s work summary mainly includes the following items.
1. Ideological and political performance, moral quality and professional ethics
Able to actively study political theory through newspapers, magazines, and books, abide by disciplines and laws, conscientiously study responsibilities and regulations, and love one's job Dedicated, with a strong sense of responsibility and professionalism, proactive and conscientious in learning professional knowledge, correct work attitude, serious and responsible.
2. Professional knowledge, work ability and specific work
As a ticket inspector, although the work is a bit boring, I still persevered and learned from my colleagues humbly at work. , ask for advice, clarify the work procedures and directions, improve the work ability, form a clear work idea in the specific work, be able to carry out the work smoothly and complete the job skillfully and satisfactorily.
In this year, I actively completed my job with the goal of doing a better job.
1. Confirm and verify the tickets carefully and responsibly.
2. Maintain the order at the entrance of the scenic spot. In case of congestion or queue jumping, tourists should be reminded to check in tickets in order to avoid stepping on and being injured, which will affect the mood of tourists.
3. Answer all questions to the best of your knowledge.
When tourists ask for directions or other matters, do not make things difficult or deceive tourists. If you are unclear, ask other colleagues in a timely manner and strive to give tourists a correct answer.
4. Improve the sanitation of the surrounding environment, clean the surrounding environment in a timely manner, and remind tourists not to litter, prohibit smoking, and avoid fires.
3. Work attitude
Love your job, treat every job correctly and seriously, be dedicated to your work, enthusiastically serve tourists, abide by labor discipline, and ensure attendance on time. Make effective use of rest time to ensure work is completed on time.
Looking back on this year’s work, although there has been some progress and achievements, there are still deficiencies in some aspects. In the future work, I will work hard to improve my shortcomings, improve my work ability, strive to do a better job and improve the quality of service. ;