Reception Skills Of Individual Tourist Team

All teams composed of individual travelers are called

Please look at the following cases:

Xiao Wang, a tour guide, received a sporadic tour group organized by travel agencies such as Anhui, Shanghai and Beijing.

13 guests came from 3 travel agencies in Shanghai, 5 guests from 2 travel agencies in Anhui, and 2 guests from a travel agency in Beijing.

The team mainly visited two scenic spots in Jiuzhaigou and Huanglong.

But starting from the first morning, the team conflict is very acute.

First of all, the Beijing guests complained, because their seats were arranged in the rear of the train, and they were all bumpy, but their standard of reception was the highest in the group: luxury. On the way to dinner, the Beijing guests had a high meal, the tour guide arranged them to have their own meals, the guests in Shanghai and Anhui were all standard, and the 18 people arranged 2 tables.

However, Shanghai guests crowded into one table, leaving 5 people in Anhui to enjoy a table. As a result, there was a strange phenomenon that Shanghai people were not enough to eat and Anhui people could not afford to eat. There must be a Shanghai guest and a Anhui guest living in a guest room. But the Shanghai people preferred to have three rooms, and they did not want to live with those who did not know.

And once the Anhui people arrive late, the Shanghai people will keep on arguing, while Shanghai people are late. The Anhui people are not convinced by their words. The guests also grabbed for the front row seats and let Xiao Wang have a headache.

What's more, because the contracts signed by different travel agencies and guests are different, for example, in the Beijing guests' trip, Dujiangyan water conservancy works are included. The Anhui guests' fees include the roast sheep party.

As a result, when the Beijing guests visited Dujiangyan's water conservancy project, Shanghai and Anhui guests had nothing to do, but they did not want to travel at their own expense. They waited for 3 hours and saw the tour guide's endless complaints. When Xiao Wang arranged the roast sheep party for the Anhui guests, Beijing and Shanghai people expressed their reluctance to participate. Xiao Wang had no choice but to refund the guests (under normal circumstances, at least 10 people participated in the roast party at a time to keep the original), which led to the abuse of the tour guide by the Anhui guests and the quarrel against the tour guide.

Xiao Wang was dealing with contradictions all the way, and was annoyed by the guests' complaints all the way.

It can be seen that the composition of the individual tourist team is complex, and there are many contradictions. The requirement of the tour guide is very high, and the blame and pressure on the tour guide are also great.

Therefore, doing well the tour guide work of the individual team is a severe test for the business ability of the tour guide.

Due to the development of network technology, with the extensive promotion of online booking and online clustering mode, the individual tourist team has become an important source of tourists in many provinces and cities.

How to improve the reception ability and service level of individual tourist team is a common business problem for travel agencies and tour guides.

First, the characteristics of individual tourist team.

The individual tourist team is a group traveler who organizes and implements full cost through travel agencies.

It is fundamentally different from the "independent tourists" who are fully independent and do not have any business connection with travel agencies, and most of them travel independently. They only entrust travel agencies to provide individual sporadic services (also known as single services, such as booking air tickets, booking hotels, issuing visas, substituting insurance, etc.).

Individual travelers are attracted by travel agencies all over the country. Some are pieced together by scattered guests organized by different local travel agencies. They usually form a group in the large and medium-sized cities near the tourist destination. After the end of the tour, they are scattered (or sent to the group) in these cities.

Because of the different source structure, charging standard, travel schedule and social word-of-mouth of travel agencies, although tourists share the same group tour, there are big or small differences in the content of the tour, the standard of reception and the price, the quality of the guests and the expectations of the guests, which makes the problems within the individual tourist group very complicated, showing more or even more acute conflicts or conflicts than the ordinary tour teams.

(1) differences in service commitments

Before the arrival of the group, the travel agencies have made early publicity, and have made promises to the guests in terms of schedule, travel items, tourist routes, and reception levels. The commitments of the travel agencies may be different, which adds a lot of obstacles to the tour guide's team.

(two) differences in prices of participating groups

Because of the difference in income level among different regions, the brand of different travel agencies is different, and there is a difference between customers' purchase time sooner or later.

When guests of different prices enjoy the same services, or at the same price, they enjoy different grades of services, which inevitably leads to riots within the group.

Although the source of the problem is in the group, the guests will eventually target the tour guide with the group.

Tips: how do tour guides cope with the difference of tour group fees?

Tour guides should pay attention to the principle that a group of tourists within the same standard level (such as luxury, etc., standards, economy, etc.) should pay less than 15% of the price difference.

If the number exceeds this figure and the guest also raises objection, the tour guide should suggest that the travel agency should consult with the group travel agency to refund the excess part of the guests. In addition, the high grade guests in the same tourist group enjoy low grade service content (such as the group's fees according to the luxury, etc.), but the content of the tour stipulated by the contract is the same as that of the other standard of the team. Although the contract is not violated, the tour guide should also suggest that the team give some compensation to the guests to smooth down the guest's dissatisfaction.

(three) differences in membership status

The members of the individual team are from all walks of life. Their personal interests and habits are different. Their work nature and social status are very different. Men, women, children and children are uneven. It is often difficult for one car to find more than two people who share the same view.

It is possible that a big boss with a suit of leather shoes is sitting next to several migrant workers who are just "urbanized".

There are many internal contradictions, and the difficulties of tour guides can be imagined.

(four) differences in guest expectations

The difference of expectation value will affect the customer's demand for tourist services and determine the satisfaction of guests.

Different expectations often result in the diversity of guests' demands and the differentiation of their satisfaction.

Generally speaking, the expectations of the individual tourist team are affected by the following factors:

1., the recognition degree of the group society.

That is, the better the reputation of travel agencies is, the higher the guests' expectations.

If Shanghai guests are looking for the most famous travel agency in Shanghai, while Shandong guests are from a local small travel agency, the expectations of Shanghai guests may be much higher than that of Shandong guests.

2. guest's endurance to the group expenses.

Generally speaking, the guests will compare the cost of the group with their own income and the cost of traveling to other places. If the expenses are high, he will have greater expectations for the journey.

Due to the large difference of income from the different social strata and the income of the individual team members, it is bound to result in a great difference in the expectations of the guests. Besides, the complexity and inefficiency of the team are not satisfactory, and the satisfaction of the individual team is often low, which makes it easy to form a contradiction between high expectations and low satisfaction.

Some of them are marked B, others do not need a travel agency to order meals, or they need to arrange a few people to visit certain spots during the journey, while other guests can only wait on the bus. When the guests complain, the tourist guide is so difficult! Especially when the tourist bus starts to gather the guests one by one along the streets and lanes from seven o'clock in the morning. When it starts to the scenic area, it is already at ten a.m. and what kind of scene will it be on the bus? The first passenger on the train must be complaining that his valuable time has been wasted for 3 hours, and the last passenger on the train may be dissatisfied with the last row of seats, because he pays the luxury level. It is not hard to imagine that when a tour guide holds a list of individual team members, it is found that some of them are luxury grades and some are Grade A.

Everyone in the car will put forward his own requests and suggestions to the tour guide.

If it is difficult to receive a group, it is even more difficult to receive the individual team, so it is even more difficult for the individual team to be satisfied.

{page_break}

In the face of complex and conflicting individual travel teams, tour guides should adhere to the following principles:

(1) the principle of elaborately resolving contradictions

The tour guide of the individual team should have a strong sense of responsibility and meticulous work style, be good at anticipate the possibility of various contradictions, and resolve contradictions as far as possible in the bud.

Before, the tour guide should be familiar with the guest's pick up points, and arrange the seats in advance. The quality of the seats should be determined according to the cost. In addition to considering the cost savings, they should also shorten the time to meet as much as possible, such as the use of two to three mini cars to pick up, or notify the guests to gather at the unified place, and pay the taxi fare by the travel agency. The members who are too different in their status, occupation and status can be arranged in different areas. For those who are obviously overpriced and may have tourist disputes, they can contact the travel agency in advance, and strive for the right to compensate or refund some of the extra expenses to the guests. For example, starting from a team.

(two) service led principle

The tour guide should give reasonable explanation and guidance to the guest's doubt and dissatisfaction, but don't get too entangled.

After the number of people has been counted, they should enter the state of instruction as soon as possible. The service will be the leading factor to distract the guests' attention, and to dilute the contradictions with the splendid service.

For guests' questions, you can use the free time of meals or evenings during the journey to talk with the tourists one by one, patiently and carefully explain their practical difficulties, strive for the understanding of the guests, or ask the travel agencies to give some compensation to the tourists whose interests are obviously damaged.

Time is a contradiction resolution, and many unhappy guests will be weakened by the passage of time. As long as tourists respect the tourists and serve enthusiastically, the tour guides will not intensify their contradictions as much as possible without new problems, and most of them will be gradually resolved.

(three) the principle of diversity of services

The tour guides of the individual team are facing the same group with different consumption levels. When they visit, stay and eat, the tour guides must pay attention to the orderliness of their work, and have a good idea of the tourists who have various consumption grades. If they are reasonably arranged, it is better to explain the books to the guests in advance, so that the guests can rest assured of the tour guide's work.

It can be said that the biggest difference between the individual team tour guide and the ordinary team tour guide is that apart from the strict implementation of the standard procedures, the individual guides need to do more detailed arrangements, which are orderly, careful, thoughtful and appropriate. In particular, they should have the psychological preparation for various complaints and the skills to resolve various contradictions, so as to avoid major tourist complaints.

(four) the principle of building team culture as a guide.

The visitors of the individual travel team do not know each other, and it is easy to form a gap between the guests, the guests and the tour guide.

Eliminating the three party's sense of strangeness as soon as possible and building a harmonious and relaxed team atmosphere is the key to the team.

Under normal circumstances, the tourism team encountered occasional accidents, may let the team in the same boat, soon condensed into close groups, but these changes are not always good.

The best way is for tour guides to organize activities that are active in their activities on the way, such as asking guests to introduce themselves, then telling interesting stories and local language in their hometown, and discussing hot topics that everyone is interested in.

Only when the guests become acquainted as soon as possible, and the team spirit and team atmosphere are strong, can they care for each other and form self-discipline.

Three, individual tourist team service matters needing attention

The individual tourist team is a team that has no leader and full escort, but only accompanied by the whole company.

Because of the complexity of its members and the universality of its source area, the two aspects of service are far more important than conventional teams.

We must pay attention to the following methods and skills for doing well the tour guide service of the individual team.

1. language standardization.

Since guests are from all corners of the country, tour guides should insist on using standard Mandarin in teams so that visitors can communicate in Putonghua in order to provide satisfactory services for tourists everywhere.

2. standardization and individuation of services.

That is to say, we must first standardize services and provide personalized services for different regions.

For example, in the food, the South sweet North salty, the East acid west spicy, the northerners also like to add a dish of pickles or pickles, the tour guide should pay attention to the different tastes of the guests during the meal arrangement, so as to let each guest be able to eat and eat as much as possible.

3., strengthen team self-discipline, strict requirements of tourists do not smoke in the car, no littering, dining and sightseeing is not late.

A tour guide should also do first to build a good atmosphere in the team.

4., we should try our best to make the guests swim and swim enough to ensure that all the tourist items stipulated in the contract are not completed one by one. Because the force irresistible factors must cancel or change the individual items, the tour guide must explain the reasons to the guests, and propose the compensation scheme that the guests can accept (replacing other items or returning the related fees), so as to get the guests' understanding.

5. increase self expenses projects must have characteristics and price advantages. When handling self financed projects, it is best to choose a representative to handle with guests.

6. any problems that can not be solved by oneself must be contacted with the travel agencies immediately, and the expenses should not be arbitrarily determined.

In short, the individual tourist team is one of the most difficult teams to receive in the package tour group. It is easy to appear more than a few phenomena with more contradictions, more problems, more opinions, fewer accidents and less satisfied people, and puts forward higher requirements for the business level of tour guides.

Tour guides should be familiar with the characteristics of individual tourist teams, grasp the service principles of individual tourist teams, flexibly apply the team service skills of individual tourists, and be good at mobilizing the team consciousness of guests, resolving conflicts, creating harmony, and ultimately improving the satisfaction of tourism teams.