Observation ability is the foundation of quality service. Keen observation is the basic requirement for tour guides under the new situation, which is helpful for tour guides to choose the right time to serve customers and make predictions about tourism activities. Through timely service and correct judgment, tour guides can ensure excellent reception service. "What is tourism? Why do guests want to travel and join a group? " I have been thinking about this question, whether to appreciate the scenery or to understand the local culture and customs. The answer must vary from person to person. In my opinion, all tourists have one thing in common, that is, to go to other places to put it away, that is, to have fun. Among them, two words are very important, that is, "happy". Therefore, happiness is the most important thing in travel, so what is happiness? I never thought about it. Looking through the dictionary, happiness refers to a happy and relaxed mood, that is, happiness is an emotion. Traveling abroad is actually a mood. When you are in a good mood, everything looks good, but when you are in a bad mood, no matter how beautiful the scenery is, it will be dull. For example, in theory, a five-star guest must be happier than a two-star guest, but this is not necessarily the case. I once lived in a suite in a resort with a high-quality team. As a result, the guests were embarrassed and unhappy because of the ranking problem when they were assigned rooms. Of course, I didn't. There is a special room. Later, I took a group of workers to the military camp hotel. They all slept in bunk beds because they slept in the car the night before and had a good time that day. Although the conditions in the military camp are not very good, the guests are quite satisfied, and they have a good time guessing and singing at night. The contrast is so great because they have different moods. How do tourists have a happy mood during their travels? This requires our tour guides to have keen insight, learn to read words and observe emotions, and be able to grasp the emotional changes of guests at the first time. Of course, this is a process of psychological change, which is subtle and abstract. Moreover, not everyone will write their feelings on their faces, some are hidden, some are fussy and some are mysterious. It is a long process to really learn to read and read, which requires constant learning and pondering. But some things are tangible, such as the attributes of the team, whether the guests are tired, thirsty, bored and so on. This requires us to form a habit in the process of cursory inspection, watch and think more, monitor in real time, know the emotional changes of guests at any time, and try our best to stifle dissatisfaction in the cradle.

2, the tail from wagging the dog, targeted

To be a tour guide, you must have the overall concept. In the face of a large group of thirty or forty people, it may not be possible to satisfy everyone. This requires us to follow the principle that the minority is subordinate to the majority. When the team first arrived, the tour guide could not be the core of the team. In the next trip, we should use the influence of the team leader to gradually become the core of the team and coordinate possible differences with the team leader. For example, when it is rainy and slippery, most guests are willing to take the cable car up and down, but a few still want to walk up the mountain. As a tour guide, you should immediately think of: First, the rainy steps are slippery and there are great security risks; Second, if the soldiers are divided into two roads, it is impossible to meet at the top of the mountain at the same time, which will inevitably affect the next trip and may even lead to greater differences. In order to obey the interests of most people, you can persuade others patiently and carefully, and ordinary guests will understand. However, after staying in the hotel at night, it is best for the tour guide to explain to the guests who are "forced" to take the cable car alone again, or to arrange the free climbing time in the later itinerary without affecting the itinerary to make up for their own shortcomings. This is targeted. Tour guides should not only have the overall concept, but also provide personalized services in a targeted manner.

3. Empathy, empathy.

As a tour guide, the groups you face are very complex and diverse. Although the guests come from different occupations, different ages and different social levels, one thing is the same, that is, spending money to buy happiness. Tour guide is a service industry, unlike doctors who cure diseases and save lives and lawyers who uphold justice, but the work of tour guide can add icing on the cake to people's lives. There is nothing unfair about being a service industry, especially a tour guide. Guests sit and I stand, guests eat and I watch, and guests play with me. But as long as you really explain and serve well, you will have a good time when you travel. It's not common for guests who really pick bones. But sometimes, you do a good job, but because of some unpleasantness not caused by the tour guide's own reasons, guests complain, blame or even complain, such as gambling on the way, queuing on the ropeway, seeing nothing when it rains on the top of the mountain, going back to the hotel to eat salty food and so on. I think the tour guide is most wronged at this time, and the most uncomfortable thing is to suffer the guests. The more he thinks about it, the angrier he gets, the more he thinks about it. But if you can put yourself in the tourists' shoes at this time and spend thousands of dollars happily to go out to play, and you end up gambling on the bus halfway, you can't see anything when you get to the scenic spot, and your meal is extremely salty, will you be happy? At this time, of course, guests will take it out on the tour guide. Who asked us to do this work? This way of thinking is not to let everyone submit to it, but to tell everyone to change their way of thinking, treat and understand the dissatisfaction of the guests correctly, and then appease, guide, move with emotion and reason, stop the spread of this dissatisfaction, and think of other ways to make up for the regrets of the guests as much as possible. If you can think about it from the standpoint of tourists most of the time, you may not feel so wronged. You will find it much simpler, many problems will be solved, and many emotions will disappear without a trace. For example, I once took a delegation to Zhangjiajie with 30 people. At that time, the tunnel in the scenic spot had not been repaired, and the eco-car was only responsible for sending it to Zimugang. After that, I left it alone. It was late and I couldn't see my fingers. After 40 minutes of hopeless negotiations with the local tour guide (I was in charge of picking up and dropping off the bus the day before), I had to transfer our bus to the mother port. After getting on the bus, I waited for a whole hour and was tired. It took me only one sentence to calm the storm. I picked up the receiver and looked dignified: on behalf of the general manager of Zhangjiajie Environmental Protection Passenger Transport Company, I deeply apologize to you and tell you responsibly that I am not a human being! Such a joke made the guests burst into laughter and all the unpleasant emotions were swept away. Imagine if I had explained to the guests that it was not the fault of the tour guide or the driver, but the fault of Zhangjiajie scenic spot, which would only make the guests feel that the management of Zhangjiajie scenic spot was too poor and might encourage their resentment. But if you stand on the guest's side, criticize the shortcomings of the environmental protection passenger transport company in a humorous way and help the guests out of this tone, the guests will feel much more comfortable, because what you say is exactly what they think.

4, pay attention to everywhere, value for money service.

The so-called value-added service is beyond the expectation of the guests, which makes them feel great satisfaction and even flattered. On the premise of not affecting the principle, give the guests one or two value-added services during a trip, and maybe you can get unexpected surprises yourself. For example, there are many scenic spots that are developed for free now. On the way to Zhangjiajie and Fenghuang ancient city, we took our guests to Jingzhou ancient city for 30 minutes to take photos for free, so that there was an adjustment between their 9-hour drive. For example, last year I took a delegation to Beidaihe and saw the staff of the scenic spot set up a stage at the seaside. I found that there was a big performance in the evening. However, our tickets are first come, first served, that is to say, we have to buy tickets again when we go out for dinner at night. I immediately discussed with the local escort and the tour leader to change the dinner to the scenic spot, so that I can see the performance with the sea as the real scene without spending money. Many guests expressed their gratitude for giving them this unexpected surprise after reading it. They have never seen such a beautiful stage, such a wonderful program, and even said that live broadcast is different from live broadcast.

5, ahead of consciousness, sense of urgency.

I don't know if you have this habit. Before you take part in a tour, you start to calculate how to travel and which scenic spot you should enter in a day. That's what I am anyway. Each team will go through it in their heads like watching a movie before picking it up. I can count the estimated time of entering any scenic spot, even when I arrive at the hotel and when I wake up the guests. The work of tour guides is full of too many uncertainties, especially in the peak season, and problems will arise if you are not careful. At this time, improvisation is not enough, you need to walk in front of yourself. For example, when ordering food, it is not enough to just order the food label and taste. You have to consider whether the restaurant can sit when you arrive. For example, it is not enough to confirm the number of rooms with the hotel, but also to confirm whether the floors and rooms are exactly the same, whether there is more space, which ones are backed by the mountain and which ones are close to the road, so that you can have a bottom. If the room doesn't work, it can be adjusted quickly before the arrival of the team, which can save a lot of trouble when dividing the room. Let's start with the sense of urgency. The so-called sense of urgency means preparing for the worst, preparing for the worst, and never raising your expectations in front of guests. For example, as we all know, it is impossible to predict the weather in Lijiang Yulong Snow Mountain Scenic Area completely and accurately. If it is rainy, I will solemnly tell the guests on the bus. The weather is uncertain today, and it is likely to rain, so all friends who have brought rain gear, please bring them all. Once it rains, it will be quite troublesome. After going up the mountain, if it really rains, guests will think that you are meticulous, experienced and unpredictable; If it doesn't rain, don't worry, no one will hold you responsible for letting everyone take rain gear for nothing. You can also directly use the topic to say that everyone is lucky. It must have rained early as usual, and it was cold and there was no snow mountain in sight, so everyone was blessed. In other words, the guests must be happy.

6. After visiting many tour guides, I feel relieved, especially the team with poor quality. I can't wait to finish my trip early and go home and have a good sleep. It is true that the tour guide work is a double test of mental and physical strength. It's very tiring and hard, and when the team is sent away, the tour guide work is over and nothing needs to be done. However, truly dedicated and excellent tour guides will not do this, but choose to extend sincere greetings to the team leader again within 24 hours after the team arrives safely. It is more appropriate to send a text message than to call, and the content is similar to that of a farewell message. Because the guest arrived the next day, it is very likely that when you send a text message, the guest has already returned to work in the company, and the team leader is just discussing the balance with the group unit. As you can imagine, when you accidentally receive a warm blessing message, everyone will be very happy, so the previous small unhappiness is likely to disappear at this moment. This is not only responsible for our travel agency (because it is really not easy for our travel agency to organize tours now, and tracking service is a powerful weapon), but also for ourselves. There is a saying in the marketing field that the end of one marketing is the beginning of the next marketing. Over time, you will find that your efforts are directly proportional to your gains. Of course, the return visit is not limited to texting. You can also take photos with the guests when the team is having the best time. After that, tell everyone your email number and call when you get home. On the surface, it is to take pictures, but in fact, it is to greet the guests and impress them again. Now, almost every team will receive more than a dozen photos and put them on the computer. If there is nothing to do, take them out and think about where this group has succeeded and where it has failed the most.

In a word, to be an excellent tour guide is to learn lessons, sum up experience and keep learning. There is no end to the tour guide. There is no best tour guide in the world, only the most attentive tour guide. Those excellent tour guides just made more trips than you, read more books and used more heart.