1, take tour guide as a career, not making money as a career.
2. Read widely and pay attention everywhere.
3. Learn to love with your heart, love yourself, love the people you love and love everything around you. Love can overcome everything, including those friends who regard you as an enemy. Love is the most invincible weapon in the world.
4, professional ethics: it is a fact that tour guides have gray income, which has become an unwritten rule, but a good tour guide must first consider the interests of guests, because tourists are the basis for your wealth.
5. Knowledge: As a tour guide, you need to know too much and everything. What you learned today may not be used now, but it may be used one day. Therefore, there is no strict boundary for the knowledge requirements of tour guides.
6. Enthusiasm: Face the guests in the tour group with full enthusiasm. Even if you are unhappy, don't bring it to work. Tourists come to play with you, not to see your face.
7, sense of responsibility: this point should be maintained at all times, the tour guide's work is meticulous, there are too many accidents, so we must have a strong sense of responsibility, really encounter things, we must calmly deal with, focusing on the overall situation. Tour guide is a comprehensive job, involving a wide range of responsibilities. As a "folk ambassador", it often represents the image of a tourist destination. In addition to strengthening the study of professional knowledge, tour guides must also strengthen professional ethics.
I professional ethics and professional ethics of tour guides
1, meaning of morality
In China's ancient books, the words "Dao" and "De" were first used separately. "Tao" means Tao, and later it means principle, norm, principle or theory. The combination of the word "virtue" began with Xunzi's article "Encouraging Learning": "Therefore, learning ends with ceremony, and the husband calls it the ultimate virtue." Morality mainly refers to the code of conduct and norms that adjust the relationship between people, sometimes it also refers to personal ideological quality, cultivation realm, evaluation of good and evil, and even refers to customs and respect for moral education activities. In ancient western culture, the word "morality" comes from the Latin word "Mores", which means customs and habits, and extends to rules, norms, behavior quality, evaluation of good and evil, etc.
Marxism holds that morality is a special form of knowledge determined by a society's economic relations, which is based on the evaluation of good and evil, maintained by social public opinion, traditional habits and inner beliefs, and the sum of behavioral norms that adjust the relations between people and between individuals and society.
2. The essence of morality
First of all, morality is a kind of social consciousness.
First, the nature of social and economic structure determines the nature of various moral systems;
Second, economic interests determine the basic principles and main norms of the moral system;
Third, the change of social and economic relations leads to the change of morality.
Second, morality is a special and standardized way of mediation.
First, ethics is a non-institutionalized norm;
Second, ethics does not and does not use coercive means to open the way for itself;
Third, moral norms are internalized norms.
3. Professional ethics
Professional ethics is a professional code of conduct or standard that combines general social moral standards with specific professional characteristics. Different occupations have different professional ethics, but the professional ethics and codes of conduct of all industries must be consistent with social ethics and should not be contrary. Specify what people should do, what they should not do, what they should do and what they should not do.
4. Professional ethics of tour guides
The professional ethics of tour guides is the embodiment of professional ethics. Generally speaking, the professional ethics of tour guides refers to the sum of relatively stable moral concepts, codes of conduct and moral qualities in the process of education. In short, it refers to the code of conduct that all tour guides should follow in their professional activities.
Second, the professional ethics of tour guides
The professional ethics of tour guides mainly consists of eight factors: professional ethics, professional responsibility, professional attitude, professional discipline, professional skills, professional conscience and professional honor, which can be summarized as follows:
Abide by discipline and law, love their jobs and respect their work; Quality service, guests first; Sincere and fair, reputation first; Neither humble nor supercilious; Unity and cooperation, the overall situation; Learn to make progress and improve your business.
1, law-abiding and dedicated.
This is the code of conduct for tour guides to correctly handle individuals and collectives, individuals and society, individuals and countries. Tour guides must abide by national laws and regulations, consciously implement the rules and regulations of the industry and the travel agency where they are located, abide by the industry discipline of travel agencies, implement the service quality standards of tour guides, and strictly abide by the operating rules of tour guides, that is, the three procedures of preparation, reception and rehabilitation. You must have a solid professional thinking and love your job. If you love your career, you will aim at pursuing your career, study hard, constantly explore your knowledge, improve your service skills, provide high-quality tour guide services for tourists, and make remarkable achievements in tour guide service posts.
2, quality service, guests first
The concept of serving tourists wholeheartedly and the service tenet of "guests first" and "service first" are the main connotations of tour guides' professional ethics. Tour guides have tourists in their hearts, treating them as guests, friends and relatives, thinking about what tourists think and anxious about what tourists are anxious about. With this realm, the virtues of understanding, enthusiasm and consideration, and hard work will be shown in practical work. Such a tour guide will be welcomed by tourists. On the contrary, even if the tour guide is knowledgeable and skilled, he will not do a good job as a tour guide, let alone be welcomed by tourists.
3, sincere and fair, reputation first
Honesty and justice, reputation first, are the main norms of tour guides' morality and the code of conduct for correctly handling the actual interest relationship between tour guides and tourists. In the professional activities of tour guides, sincerity means sincerity, paying attention to credit, abiding by promises and contracts, and not deceiving or embarrassing tourists. Fairness means fairness, justice, fair trade, reasonable price, and earning reasonable and legitimate profits, which can neither "cheat customers" nor make tourism enterprises suffer. Reputation is the life of an enterprise, especially for the tourism industry with strong service, great mobility and high consumption level. "Sincerely invite guests from all over the world, and reputation comes from trust." As a tourist practitioner, a tour guide can only establish a good reputation image and finally achieve good economic benefits by treating every tourist sincerely and fairly and providing them with quality services.
4. Be neither supercilious nor supercilious.
Being neither humble nor supercilious is the embodiment of national self-esteem, self-confidence and national dignity and personality in the professional activities of tour guides, and it is also an important moral norm to correctly handle the relationship between subject and object.
No matter which country, region, nationality, social and economic status and age, tourists are the service targets of tour guides. Tour guides should respect the personality of tourists, serve them warmly and thoughtfully, safeguard their legitimate rights and interests, meet their reasonable and possible requirements, and must not be partial or bending the law.
There are inevitably unreasonable people in the tour group. For such people's words and deeds, the tour guide should always remain calm and calm, or laugh it off, so as not to hurt the elegance of the host or the respect of the guests, but to be reasonable.
5, unity and cooperation, the tail from wagging the dog
Unity and cooperation, taking the overall situation into consideration, is a guide's moral code of conduct to correctly handle the relationship between colleagues, departments, industries, local interests and overall interests, immediate interests and long-term interests.
It requires tour guides to straighten out the relationship between individuals, collectives and countries, and consciously make individual interests subordinate to collective interests, local interests subordinate to overall interests, and immediate interests serve long-term interests. This is a higher moral requirement, but it is also a common problem in tour guides' professional activities and should be properly solved. Every tour guide should take this as a criterion and strive to do it in his own professional practice. Only in this way can we maintain the overall image of the tourism industry and provide quality services for our guests.
6. Eager to learn and improve your business.
It is an important professional ethics of tour guides to be thirsty for knowledge and improve their professional level. Only with rich business knowledge, skilled professional skills and excellent basic skills can we provide quality services for tourists, fulfill professional responsibilities, win a reputation for enterprises and contribute to the development of tourism. Eager to learn and progress and improve business has become a moral obligation, not just a business requirement. Only such a tour guide can provide tourists with quality services and fulfill their professional responsibilities. At the same time, we should seek self-development so as to meet the requirements of the unity of moral knowledge and practice.
Three. Ways and methods of strengthening professional ethics of tour guides
1, tour guides should strengthen professional ethics.
Professional ethics of tour guides plays an important guiding role in tour guide work. However, for individual tour guides, these theoretical principles and norms are just an objective force outside the subject, and only have external binding force on tour guides. As a qualified tour guide, we must strengthen the professional ethics of tour guides, turn these requirements into our own internal moral quality, our own moral needs, and then externalize them into correct moral behavior. Specifically, a tour guide should be good at introspection, introspection, introspection and self-discipline, transform external moral requirements into his own moral quality, melt into his own heart, and then consciously implement moral norms, adjust his own behavior, effectively solve various contradictions in tour guide work, and become a qualified tour guide.
1, we should pay attention to strengthening people's inner moral conscience.
Moral conscience is a moral psychological mechanism of people's self-control and self-adjustment. It is often combined with people's sense of obligation, honor and dignity, which makes people realize their moral responsibility to others and society. The improvement of tour guides' professional ethics depends on the improvement of their inner moral conscience, so that they can realize their professional ethics.
2. Be cautious and independent. That is, when a moral person is alone and unsupervised, he is always careful not to do anything immoral, cultivate the quality of "cautious independence", reserve a legal small world for immoral things in his heart, consciously exercise and transform himself, and reach the realm of "cautious independence".
3. Carry out criticism and self-criticism and dissect yourself strictly. Moral cultivation depends on one's own subjective efforts and high consciousness. The essence of professional ethics cultivation is that tour guides carry out self-awareness, self-dissection, self-education, self-struggle, self-transformation and self-improvement, which is one of the fundamental methods of tour guides' moral cultivation.
2, strengthen industry self-discipline, establish and improve the industry self-discipline mechanism.
1. It is necessary to establish a self-discipline mechanism in the tour guide industry and standardize the behavior of employees in the industry. From the perspective of safeguarding the overall interests of the country and the industry, we should create a good overall image of Zhangjiajie tourism, actively promote industry self-discipline and create a good environment for industry development.
First, we must abide by laws and regulations and standardize services. Abide by national laws and regulations, and serve tourists in strict accordance with the Regulations on the Administration of Travel Agencies and the Regulations on the Administration of Tour Guides and their implementing rules.
Second, we must obey management and accept supervision. Obey the arrangement of travel agencies, the division of labor and the management of tourism administrative departments, and accept the supervision of departments at all levels and tourists. Fully respect the wishes of tourists, do not deceive or induce tourists, and truly be honest and trustworthy.
2. Establish and improve trade organizations. Establish a tour guide association, and formulate and study the Trade Self-discipline Convention. Make use of the advantages of the association, strive to improve the quality of tour guides, strengthen the self-discipline of the tour guide industry, standardize the practice behavior, and thus establish a good professional ethics.
3. The tourism administration departments should strengthen quality supervision.
The formation of good professional ethics depends on the self-construction of tour guides and the self-discipline of the whole industry. Tourism administrative departments should strengthen supervision and management, strengthen external compulsory mechanisms such as moral evaluation, rewards and punishments, and try their best to ensure that tour guides develop moral habits from the system.
1. Incorporate the integrity of tour guides into the evaluation index system of tour guides.
2, you can use the guide credit publicity system. In the future, all tour guides' violations and dishonesty will be notified in the industry. , or complaints caused by them.
3, the establishment of tour guide professional reputation files and delisting announcement system. Intensify the investigation of complaints and strengthen market management. Strengthen the supervision of tour guides and promptly investigate and deal with illegal acts among tour guides. Punish tour guides who don't speak professional ethics, and publish announcements in news media and tourism information online to force them to withdraw from the market.
4. Establish a reasonable tour guide labor remuneration guarantee system. If the legitimate rights and interests of tour guides are not effectively protected, it will encourage unhealthy trends such as taking kickbacks and not paying attention to professional ethics. Clarify the procedures, standards, responsibilities and obligations of travel agencies, tour guide service companies and tour guides in terms of employment, work, content, working period, labor remuneration, social insurance and liability for breach of contract. At the same time, some travel agencies are supervised by law enforcement to standardize the management of tour guides. In this way, the front door is opened and the back door is blocked, so that tour guides can appreciate the benefits of tour guide work and serve tourists wholeheartedly, thus realizing a virtuous circle of the whole industry.
Four, correctly handle the moral relationship between tour guides and various units.
At present, when evaluating the professional ethics of tour guides in China, we should pay attention to the relationship between tour guides' profession and clients, such as whether tour guides are "dedicated", "honest and trustworthy" and "warm and thoughtful", whether they cheat tourists, and whether they fulfill their travel contracts with tourists with good quality and quantity. And we can't ignore another aspect of tour guide's professional ethics, that is, the moral relationship with travel agencies or tour guide companies, so that travel agencies care about tour guides and tour guides care about enterprises.
1. Caring for tour guides is the moral responsibility of travel agencies.
Tourism is service-oriented. Travel agencies must treat employees like customers. Tour guide is a very special position in China's travel agencies. Tour guides must be appointed by travel agencies or tour guide companies. The tour guide card indicates the name of the service travel agency, and the tour guide represents the company's image. The face-to-face service quality of tour guides directly affects or even determines the reception service quality of travel agencies. However, there is always a conflict of interest between travel agencies and tour guides. Tour guides don't have a fixed salary, some don't have a group allowance or very little, and they have to pay a "head fee" to the travel agency. Some tour guides even have to pay their own tour fees. In fact, they put the tour guide into a moral dilemma, either not joining the tour group, or taking the risk of breaking the law, or even asking for a tip without taking a good kickback on property. Therefore, it is necessary to strengthen the moral cultivation of tour guides. In addition to the consciousness of tour guides, management organs at all levels and travel agencies should also care about tour guides, and have a level playing field in the market order, so that tour guides can't, dare, and don't want to take moral risks to deceive tourists and get rid of moral dilemmas; Make clean money, make safe money, make clean money.
2. Caring for enterprises-the moral obligation of tour guides.
As employees of travel agencies, tour guides must bear corresponding responsibilities and obligations to travel agencies while enjoying legitimate rights and interests. Including abiding by labor contracts, loving their jobs, keeping business secrets, observing labor discipline, safeguarding the interests and image of enterprises, obeying work arrangements, uniting and cooperating, etc. As a tour guide is a special profession, China's tourism administrative departments are relatively strict in the management of tour guides, and the travel agencies to which tour guides belong bear the economic and legal responsibilities of tour guides. For example, Articles 20, 22 and 23 of the Regulations on the Administration of Tour Guides clearly stipulate that serious violation of the regulations by tour guides will lead to the punishment of "giving a warning to the travel agency that appointed the tour guide until it is closed for rectification". From this we can see that the interests of tour guides are closely related to those of travel agencies. It is an indisputable fact that tour guides are difficult to manage. Of course, not all of them are the responsibility of tour guides, but there are indeed a few tour guides who do not care about travel agencies and only consider their own interests.
Both tour guides and travel agencies should consider each other's interests, and both sides should abide by their own moral standards. Travel agencies care about tour guides, and tour guides care about travel agencies and promote each other.
Market economy is not only legal economy, but also moral economy. In the tourism market, we should properly handle the relationship among tourists, travel agencies and tour guides. In addition to using market and legal means to regulate, moral means should also be considered. Strengthen the moral cultivation of tour guides, straighten out all aspects of relations and serve the healthy development of travel agency industry!
Regulations on the administration of tour guides
(decree number. DecreeNo. 263rd of the State Council of the People's Republic of China)
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Article 1 These Regulations are formulated for the purpose of regulating tour guide activities, protecting the legitimate rights and interests of tourists and tour guides, and promoting the healthy development of tourism.
Article 2 The term "tour guides" as mentioned in these Regulations refers to those who have obtained tour guide certificates in accordance with the provisions of these Regulations, accepted the appointment of travel agencies, and provided guidance, explanation and related travel services for tourists.
Article 3 The State implements a unified national tour guide qualification examination system.
China people with senior high school or secondary specialized school education, good health, basic knowledge and language skills to meet the needs of tour guides * * * and
China citizens can take the tour guide qualification examination; Those who pass the examination shall be entrusted by the tourism administrative department of the State Council or the State Council to organize the implementation by the tourism administrative departments of provinces, autonomous regions and municipalities directly under the Central Government.
The tourism administrative department of the Municipal People's Government issued a tour guide qualification certificate.
Article 4 To engage in tour guide activities in People's Republic of China (PRC), you must obtain a tour guide certificate.
Those who have obtained the tour guide qualification certificate can only hold the labor contract or registration certificate after concluding a labor contract with the travel agency or registering with the tour guide service company.
Materials, apply to the tourism administrative department of the people's governments of provinces, autonomous regions and municipalities directly under the central government for a tour guide card.
Personnel with specific language ability, although they have not obtained the qualification certificate of tour guide, need to hire temporary tour guide activities by the travel agency.
The tourism administrative departments of the people's governments of autonomous regions and municipalities directly under the Central Government shall apply for temporary tourist guide cards.
The styles and specifications of tourist guide cards and temporary tourist guide cards shall be stipulated by the tourism administrative department of the State Council.
Article 5 Under any of the following circumstances, a tour guide card shall not be issued:
(1) Having no or limited capacity for civil conduct;
(2) Suffering from infectious diseases;
(3) Having been subjected to criminal punishment, except for negligent crimes;
(4) The tour guide card is revoked.
Article 6 The tourism administrative departments of the people's governments of provinces, autonomous regions and municipalities directly under the Central Government shall issue tourist guide cards within 15 days from the date of receiving the application for tourist guide cards; If it is found that there are circumstances stipulated in Article 5 of these regulations, the tourist guide card shall not be issued, and the applicant shall be notified in writing.
Seventh tour guides should constantly improve their professional quality and professional skills.
The state implements a grading assessment system for tour guides. The assessment standards and measures for tour guides shall be formulated by the tourism administrative department of the State Council.
Eighth tour guides should wear a tour guide card when conducting tour guide activities.
The tour guide card is valid for 3 years. If the holder of the tour guide card needs to continue to engage in tour guide activities after the expiration of the validity period, he shall apply to the tourism administrative department of the people's government of the province, autonomous region or municipality directly under the Central Government for renewal of the tour guide card three months before the expiration of the validity period.
The validity period of the temporary tour guide card shall not exceed 3 months and shall not be extended.
Ninth tour guides must be appointed by the travel agency to carry out tour guide activities.
Tour guides are not allowed to undertake tour guide business privately or directly conduct tour guide activities in any other way.
Tenth tour guides engaged in tour activities, should respect their personal dignity, personal safety is inviolable.
Tour guides have the right to refuse unreasonable demands made by tourists that insult personal dignity or violate professional ethics.
Eleventh tour guides in the tour activities, should consciously safeguard national interests and national dignity, and shall not have words and deeds that harm national interests and national dignity.
Twelfth tour guides should abide by professional ethics, dress neatly, be polite to guests, and respect the religious beliefs, national customs and living habits of tourists.
When conducting tour guide activities, tour guides should explain to tourists the humanities and natural conditions of the tourist destination and introduce the local customs; However, it must not cater to individuals.
The vulgar taste of tourists is mixed with vulgar and obscene content in the explanation and introduction.
Thirteenth tour guides should arrange tourists' sightseeing activities in strict accordance with the reception plan determined by the travel agency, and shall not increase or decrease tourist projects or suspend tour guide activities without authorization.
In the process of guiding tourists to travel and visit, when there is an emergency that may endanger the personal safety of tourists, with the consent of most tourists, tour guides can
To adjust or change the reception plan, but should immediately report to the travel agency.
Article 14 In the process of guiding tourists to travel and visit, tour guides should make a true explanation and clear warning to tourists about the situation that may endanger the personal and property safety of tourists, and take measures to prevent the occurrence of harm according to the requirements of travel agencies.
Fifteenth tour guides are not allowed to sell goods to tourists or buy goods from tourists, and they are not allowed to ask tourists for tips in an express or implied way.
Sixteenth tour guides shall not deceive or coerce tourists to consume or collude with operators to deceive or coerce tourists to consume.
Seventeenth tourists have the right to complain to the tourism administrative department about the behavior of tour guides in violation of the provisions of these regulations.
Eighteenth engaged in tour activities without a tour guide card, the tourism administrative department shall order it to make corrections and make an announcement, and impose a fine of 30000 yuan to 1000 yuan; Illegal income, if any, shall also be confiscated.
Article 19. If a tour guide directly engages in tour guide business privately or by other means without being appointed by a travel agency, the tourism administrative department shall order him to make corrections and impose a fine of 1000 yuan to 30,000 yuan; Illegal income, confiscate the illegal income; If the circumstances are serious, the tourism administrative departments of the people's governments of provinces, autonomous regions and municipalities directly under the Central Government shall revoke the tourist guide card and make an announcement.
Twentieth tour guides in the tour activities, there are words and deeds that harm national interests and national dignity, the tourism administrative department shall order them to correct; If the circumstances are serious, the tourism administrative departments of the people's governments of provinces, autonomous regions and municipalities directly under the Central Government shall revoke the tourist guide card and make an announcement; Give a warning to the travel agency where the tour guide is located until it is ordered to suspend business for rectification.
Twenty-first tour guides do not wear a tour guide card when conducting tour guide activities, and the tourism administrative department shall order them to make corrections; Refuses to correct, a fine of 500 yuan.
Twenty-second tour guides in any of the following circumstances, the tourism administrative department shall order them to make corrections, and temporarily suspend the tour guide card for 3 to 6 months; If the circumstances are serious, the tourism administrative departments of the people's governments of provinces, autonomous regions and municipalities directly under the Central Government shall revoke the tourist guide card and make an announcement:
(a) unauthorized increase or decrease of tourism projects;
(2) changing the reception plan without authorization;
(three) to suspend the tour guide activities without authorization.
Article 23 If a tour guide sells goods to tourists or buys goods from tourists, or asks for tips from tourists in an express or implied way, the tourism administrative department shall order him to make corrections and impose a fine of 1000 yuan to 30000 yuan; Illegal income, confiscate the illegal income; If the circumstances are serious, the tourism administrative departments of the people's governments of provinces, autonomous regions and municipalities directly under the Central Government shall revoke the tourist guide card and make an announcement; Give a warning to the travel agency that appointed the tour guide until it is ordered to suspend business for rectification.
Twenty-fourth tour guides cheat and intimidate tourists' consumption or collude with operators to cheat and intimidate tourists' consumption, and the tourism administrative department shall order them to make corrections and impose a fine of 1000 yuan to 30000 yuan; Illegal income, confiscate the illegal income; If the circumstances are serious, the tourism administrative departments of the people's governments of provinces, autonomous regions and municipalities directly under the Central Government shall revoke the tourist guide card and make an announcement; Give a warning to the travel agency that appointed the tour guide until it is ordered to suspend business for rectification; If a crime is constituted, criminal responsibility shall be investigated according to law.
Twenty-fifth tourism administrative department staff dereliction of duty, abuse of power, corruption, which constitutes a crime, shall be investigated for criminal responsibility according to law; If it does not constitute a crime, it shall be given administrative sanctions according to law.
Article 26 Measures for the administration of tour guides in scenic spots shall be formulated by the people's governments of provinces, autonomous regions and municipalities directly under the Central Government with reference to these Regulations.
Article 27 These Regulations shall come into force on June 20 10 1999. 1 987165438+1October 14 the State Council approved,1987 65438+February1National Tourism Administration issued the Interim Provisions on the Administration of Tour Guides shall be abolished at the same time.