The basic quality of a tour guide The standard of an excellent tour guide is to become a socialist tour guide with ideals, morality, culture and discipline. The tour guide's work is complicated and the responsibility is great, so the quality requirements for a qualified tour guide are various, but they can basically be summarized into six aspects: ideological quality, moral quality, knowledge quality, skill quality, psychological quality and physical quality. (1) ideological quality 1, patriotism, patriotism, at any time, in any country, are the core of ethics. Loving the motherland, hometown and socialist system is the first virtue of our tour guides. 2. Strong sense of service. Tour guides should closely combine the idea of serving the people wholeheartedly with the tourism service objectives of "tourists first" and "service first" and serve the tourists wholeheartedly. (2) Moral quality When measuring a person's quality, moral quality is always in the first place. Moral quality includes political quality and moral quality. 1, Healthy Political Qualities A tour guide should have healthy political qualities, noble sentiments, and constantly improve his ability to judge right and wrong, distinguish good from evil, distinguish honor and disgrace, as well as physical temptation and "spiritual pollution". 2. A tour guide with good moral quality should do a good job in tour guide service. First of all, they should learn to be human beings, respect others, be honest with others, and integrate personal utilitarian pursuit with national interests. Tour guides should respect themselves, always maintain their personal dignity, and never do anything detrimental to their personality and national dignity for petty gain. Tour guides should be confident and self-reliant. No matter who you face or what you face, tour guides should not sell themselves short, but believe in themselves and their own strength and ability. A confident person is always full of confidence in his work and life, brave enough to overcome difficulties and strive for success. However, a person's self-confidence comes from strength, so a tour guide should study hard, study hard, constantly improve himself and make himself a veritable tour guide. (3) Knowledge Quality With the development of the times, modern tourism activities tend to pursue culture and knowledge. In addition to leisure and entertainment, people also want to increase their knowledge, experience and lessons through tourism, which puts forward higher knowledge requirements for tour guides. Rich knowledge is the premise of good tour guide service. The tour guide's explanation must be backed by rich knowledge, and the explanation content should be rich, meaningful, healthy and interesting; The content of the explanation should be reasonable and well-founded, not fabricated. This shows that the tour guide service itself requires the tour guide to have real talent, rich knowledge and wide coverage. Facts have also proved that the more knowledge and information a tour guide has, the more likely it is to make the tour guide work colorful and meet the knowledge needs of tourists to a greater extent. The knowledge of tour guides is all-encompassing. This section only briefly introduces the knowledge that tour guides should know and know. 1, Language knowledge Language knowledge is the most important basic skill for tour guides and a tool for tour guide service. The ancients said, "If a worker wants to do a good job, he must sharpen his tools first." Without a solid language foundation, it is impossible for tour guides to carry out cultural exchanges smoothly and complete tour guide services with high quality. Foreign language guides should not only master foreign languages skillfully, but also constantly improve their ability to use their mother tongue. Tour guide explanation is a comprehensive oral art, which requires tour guides to have strong oral expression skills, and the oral art of tour guides must be based on rich knowledge and solid language skills. 2. Historical and cultural knowledge is the material for tour guides to explain, and mastering historical and cultural knowledge is a necessary condition for becoming a qualified tour guide. Historical geography and cultural knowledge includes history, geography, nationality, religion, customs and specialties, literature and art, ancient gardens and other knowledge. Tour guides should have a comprehensive understanding of historical and cultural knowledge and use it flexibly. This is of great significance to do a good job in tour guide service. Tour guides should also constantly improve their artistic appreciation ability. Artistic accomplishment can not only make the tour guide's personality more perfect, but also greatly improve the tour guide's explanation level, thus making more contributions to cultural exchange. 3. Knowledge of policies and regulations Knowledge of policies and regulations is also necessary knowledge for tour guides. This is because: (1) Policies and regulations are the guidelines for tour guides, guiding them to explain, answering tourists' questions and discussing related issues with tourists. (2) Policies and regulations are the principles for handling problems, and tour guides should correctly handle problems and accidents in tourism activities according to relevant laws and regulations. (3) Tour guides must abide by laws and regulations, so that tourists, especially foreign tourists, can understand the laws and regulations of China and abide by the laws and regulations of China. Tour guides must master the knowledge of relevant laws and regulations in order to correctly handle problems and be rational, beneficial and restrained. The tour guide can also prevent mistakes himself. 4. Knowledge of psychology and aesthetics. The service targets of tour guides are tourists of all shapes and sizes. They all spend a short time together, so it is particularly important to master psychological knowledge. Tour guides should learn to use psychological knowledge to understand tourists, and do a good job in tour guide explanation and tourism life service; Provide targeted psychological services so that tourists can get psychological satisfaction and spiritual enjoyment. At the same time, tour guides should also use psychological knowledge to improve their relations with the staff of various tourist reception departments. Tour guides should also use psychological knowledge to adjust their psychological state at any time, so that they can always serve tourists with full spirit and enthusiasm. Tourism is a comprehensive aesthetic activity, which requires tour guides to know what beauty is and where it is, and to be good at conveying aesthetic information to tourists with different aesthetic tastes in vivid language to help them enjoy beauty to the maximum. Tour guides should also use aesthetic knowledge to guide their own clothes, words and deeds, because tour guides themselves are the aesthetic objects of tourists. In addition, tour guides should also have knowledge of tourism business, be familiar with traffic knowledge, customs knowledge, monetary insurance knowledge, post and telecommunications knowledge, social knowledge, international knowledge, health and life knowledge. (4) Skills and qualities Usually, tour groups are organized temporarily because of tourism. Tourists may never meet each other, and the level is often uneven. Their cultural attainments are different, and their living habits and hobbies are also very different. In addition, in the eyes of many tourists, tour guides are "servants" who provide services for them for a fee. This poses a thorny problem for the tour guide: how to gather tourists around? How to make the whole group members, at least most of them, have a happy travel life, enjoy the beautiful scenery and satisfy the tour guide service? To do a good job in tour guide service, tour guides should not only have strong strength, but also master the necessary service skills and pay attention to the working methods. Language, knowledge and service skills constitute the three elements of tour guide service, which are indispensable. Only the harmonious combination of the three can provide high-quality tour guide services for tourists. Tour guides have a wide range of service skills, but mainly include the following aspects: 1, independent working ability, and strong independence of tour guide service. When traveling with a group, tour guides are generally independent: organizing tourism activities independently and handling various problems independently. Therefore, strong independent working ability is of special significance for tour guides to successfully complete their tour guide work. 2. Organization and coordination ability After the tour guide receives the tour group, it is necessary to arrange the tour activities reasonably according to the tourist reception plan, and lead the whole group to swim well and live well. This requires tour guides to have strong organizational and coordination skills; Ask tour guides to be more targeted and leave room when arranging activities; Pay attention to ways and means when organizing various activities, grasp the objective situation of changes in time, and take corresponding effective measures flexibly. 3. Be good at dealing with all kinds of people. The work of tour guides is extensive and complicated. Being good at dealing with all kinds of people is one of the most important skills of tour guides. To communicate with Chinese and foreign people with different levels, qualities and personalities, it is required that tour guides must master certain knowledge of public relations and be skilled in using it, and have the ability to be flexible, improvise and do well in all aspects of relations. Tour guides have considerable public relations skills and will be more natural and decent when interacting with people; The level of giving full play to initiative and autonomy is bound to improve, which is conducive to improving the service quality of tour guides. Due to the particularity of tour guide work, the interpersonal relationship of tour guides is more complicated. This requires that a tour guide should be a lively and outgoing person, an energetic and full of emotions, a caring, enthusiastic, sincere and humorous person, and a person who can solve problems and be trusted. 4. The ability of tour guides to explain the same theme from different angles, so as to achieve different artistic conception and meet the aesthetic requirements of tourists of different levels and different aesthetic tastes. 5. Deal with special problems and emergencies. Problems and accidents in tourism activities are inevitable, and whether they can be properly handled is a test for tour guides. Being fearless in times of crisis, being calm in dealing with emergencies, being clear-headed, decisive and flexible are the qualities that tour guides should have when dealing with problems and accidents. The time and space conditions, problems and accidents in tourism activities are different, and the nature of problems and accidents is also different. Tour guides are not allowed to stick to the rules. They should take corresponding measures according to different situations and deal with them reasonably and legally. (V) Psychological Qualities The complexity and particularity of tour guide services determine that tour guides should not only master some operational skills, but also comprehensively cultivate their own abilities: keen observation ability, accurate judgment ability, calm thinking ability and strong self-control ability. These all belong to the category of human psychological quality. Good psychological quality of tour guides is an important guarantee for the success of tour guide activities. 1, keen observation and perception. The tour guide explained that "flexibility is the most important and the beauty lies in change", and the basis of flexible change is the information obtained through the observation of the tour guide. An excellent tour guide sums up the successful tour guide service as 16 words: pay attention to observation, identify colors, improvise and guide flexibly. In other words, tour guides should be good at consciously observing and discovering the psychological changes and needs of tourists in different ways, and adjust the details, depth and speed of tour guides' explanations in time to make them more targeted. In this way, most tourists can be attracted by the tour guide and the tour guide activities can be successful. When visiting scenic spots, tour guides should not only pay attention to tourists, but also be good at observing the surrounding things and environment. If abnormal changes are found, we must act decisively, or change the tour route, or simply take the tour group away from the scene to avoid accidents and ensure the smooth progress of tourism activities. 2. Calm thinking ability and accurate judgment ability. During the tour guide's tour, it is necessary to think about all kinds of problems calmly, make accurate judgments, take effective measures and deal with them correctly. In case of danger, asking the tour guide to be calm and decisive can often save the day and avoid accidents; After the problem occurs, if the measures are decisive, reasonable and legal, the losses and adverse effects will be reduced. Facts have proved that being calm and decisive will enhance the prestige of tour guides, solve problems wisely and reasonably to convince tourists, and make customers and tour guides work together to win the success of tourism activities. 3, strong self-control, a tour guide should be a mentally healthy person, a very self-respecting person, a person who will not indulge himself and be emotional under any circumstances. (1) A tour guide must have a rational psychological quality and always understand that his role is "waiter" and his task is to provide services for tourists. As soon as you join a tour group, the tour guide should quickly enter the role without any external factors, always full of energy, warm and friendly, and always smiling. (2) A supercilious tour guide should be neither arrogant nor timid when interacting with tourists and leaders of inbound tour groups, and always be calm and natural, supercilious and neither supercilious nor supercilious. (3) When traveling on the principle of win-win, conflicts and disputes between tour guides, tourists and other personnel are common. Tourists sometimes criticize, accuse and even make things difficult for tour guides. In this regard, tour guides should not be emotional, compete with them and be "verbal winners", but convince people by reasoning, strive for a win-win situation and avoid confrontation. (4) Overcoming boredom In a relatively short period of time, people usually feel bored when they go to the same scenic spot many times or dozens of times. But for tour guides, this kind of emotion is a huge obstacle to do a good job in tour guide service. A qualified tour guide, who has been to a tourist attraction for hundreds or thousands of times, should be as excited as the first time, thus infecting tourists to visit and enjoy the beautiful scenery together, and with the wonderful explanation of the tour guide, the tour can be successful. It can be said that overcoming boredom is one of the prerequisites for tour guides to do a good job. (VI) Physical Quality The tour guide service is a highly integrated work of mental work and physical work. In order to adapt to this work, tour guides should not only have rich knowledge, strong language skills and skilled service skills, but also have healthy bodies. Tour guide service requires tour guides to be able to walk and climb mountains to adapt to the climate, water, soil and diet in various places; Can travel around for tourists, meet their legitimate demands and solve their difficulties; It can adapt to the working characteristics of being away from home for a long time, rotating around the shaft, consuming a lot of physical strength and unable to rest normally.
⑵ How to pass the national tour guide card by self-study?
1, about the tourist guide card:
Tour guide cards are generally divided into national tour guide cards, provincial tour guide cards and local tour guide cards. These cards are difficult before they are easy. The national tour guide card is the most difficult to test, but it is universal all over the country. It is recommended to test the national tour guide card.
2, about the qualification of tour guide card:
You can take the exam as long as you graduate from high school or technical secondary school or vocational high school with the same educational level. But now it seems that there are some different regulations everywhere. It depends on your area.
3, about the topic of the tour guide exam:
The topic of the tour guide card is also given by the provinces. Although it is a national tour guide, it must be known by the part of the province where the professional examination is located; At present, there are about three exams: basic knowledge (this is a national and provincial book), tour guide business and on-site tour guide (this will talk about a certain number of scenic spots in advance and draw questions on the spot)
4. Regarding registration and fees:
If you really want to take the exam, you should first ask the Tourism Training Center, a department under the local tourism bureau. Registration fees and examination time vary from place to place. However, the registration fee for the tour guide card is not low, and it should be around 500. Then go to the training center to buy books and outlines.
5. Regarding whether it is easy to test:
In short, as long as you memorize all three books and all the words of the tour guide, you can pass. But this is not a simple thing. At least make sure that your memory is not bad and you are not disgusted with history and geography. These are the first things. You have to prepare for a month and read books every day. It would be great if you have a good knowledge of history and geography. It will be much easier.
6. Another point is misunderstood by many people, because we often talk about taking the tour guide certificate, but what we get is not the tour guide certificate, but the tour guide qualification certificate. But you need this card to apply for a tour guide card from the local tourism bureau through the travel agency. This is a process, that is to say, you must sign a contract with the travel agency after the exam to get the tour guide card.
Registration conditions, time and requirements for tour guide qualification examination
Registration conditions and requirements
Abide by the Constitution, love the motherland, adhere to the Four Cardinal Principles, have a high school education or above, be in good health, and have the knowledge and language skills to meet the needs of tour guides.
Examination content:
First, the tour guide's comprehensive knowledge: for the written test,
The main contents are as follows:
(1) Tourism policies, regulations and current affairs politics every year
(2) Tour guide business (including tourism case analysis)
(3) Basic knowledge of national tour guides and local tour guides.
(4) Basic knowledge of Chinese language and literature (required for candidates in Beijing and Hunan)
(5) Guide foreign languages (foreign language candidates are required to take the exam, and Putonghua candidates are not required to take the exam)
Second, the ability of tour guide service: for on-site exams, that is, oral exams,
The main contents are as follows:
(1) tour guide's explanation ability
(2) the standard service ability of tour guides;
(3) the ability to deal with special problems of tour guides and respond to emergencies.
Foreign language candidates are required to take the "Tour Guide Service Ability" test in the language they apply for, and try interpretation (Chinese translation and foreign translation).
Registration and examination time:
It is determined by each province according to its own situation. The registration time is generally from June to September every year, and the examination time is generally June10-February 12. For example, Guangdong province took the exam twice last year, and candidates should ask the local tourism bureau about the time of registration and examination.
Examination textbook
Written test textbook:
National tour guide foundation
Tour Guide Service
Tourism policies and regulations and professional ethics
Basic knowledge of local tour guides
Reference book: tourism case analysis
Oral materials:
Tour guide words of local tourist attractions
Standardized tour guide service
Emergency ability and emergency treatment of tour guides
Analysis on the inside and outside of the examination room for tour guide qualification certificate
One: Carefully plan and prepare information:
The qualification examination for tour guides in all provinces and cities in China is held once a year. The registration time is June-10, and the examination time is September-12. There are thousands of candidates in every province every year. With the standardization of the tourism industry, the examination is becoming more and more difficult, and with the favorable bullish tourism industry, the number of applicants is increasing. At present, the admission rate of all provinces is only over 20%, which is lower than the college entrance examination, and the competition is becoming more and more fierce. How to win in the fierce competition, candidates must make a study plan. If foreign language candidates have a good foundation in foreign languages, they can apply for the foreign language tour guide qualification examination at one time. If they are not sure about their foundation, it is recommended to take the Putonghua Tour Guide Certificate for the first time, and then take the written and oral tests of a foreign language in the second year to get a foreign language tour guide certificate.
(1) Prepare in advance: Generally, it is better to prepare a few months in advance, and you can carry out targeted comprehensive training for several textbooks in a few months. Some candidates didn't get the book until they signed up, so they checked the key points in the book. They didn't read the book systematically and didn't have time to do some related exercises. They didn't get comprehensive training in written and oral examinations. With luck, they went to the examination room without any certainty, guessing that they might get 60 points. As a result, they failed to pass the exam every year, and finally lost confidence and wasted a lot of time, money and energy.
(2) Collecting information: Like taking the college entrance examination, they must have a complete set of teaching materials for the qualification examination of tour guides, and exercises and simulation questions matching the teaching materials.
Written test:
National tour guide foundation, practical policies and regulations and professional ethics, basic knowledge of local tour guides, reference books for tourism case analysis.
Oral test: local guide words guide standard service guide emergency handling and contingency ability.
(3) Study plan: Make a study plan, complete four textbooks and prepare a complete set of oral materials within a few months. After registration, it will be adjusted according to the specific situation of this year's exam, and comprehensive training will be conducted two months before the exam.
(4) Understand the information and register in time: the registration time and examination time are different in different provinces and cities. While studying hard, candidates should always pay attention to the dynamics of the local tourism bureau and the registration news of the tour guide qualification examination in the local newspaper. It is best to call the Tourism Bureau after June to inquire about the exact time of registration this year and make good preparations for registration.
Second, study hard, accept guidance, and practice intensively: the contents of written and oral exams for tour guide qualification examination, and strengthen learning.
There are four books in the written test textbook:
Tour guide foundation, tour guide business, tourism policies and regulations, local tour guide foundation
The contents of the basic national part of tour guides are generally divided into:
1: Overview of tourism knowledge
2. History and culture of China
3. Tourism Geography of China
4. Folk customs in China.
5. Religious culture in China
6. China ancient architecture and garden art.
7. China's literature and art
8. Food culture in China.
9. Local specialties of China.
10: China, Hong Kong, Macao and Taiwan regions and major tourist source countries.
The contents of tour guide business are generally divided into:
1: tour guide overview
2. Language art of tour guides
3. Tour guide skills
4. Tour guide procedures and problem solving.
5. Other tour guide services.
6. Handling of tourism accidents
7. Tour guide business related knowledge.
The contents of tourism policies and regulations are generally divided into:
1: the primary stage of socialism and * * * theory and * * *
2. Socialist reform and construction
3. China's foreign policy towards Hongkong, Macau and Taiwan Province.
4. China's tourism policy
5. The rule of law and constitution in China.
6. Contract legal system
7. Travel agency management laws and regulations
8. Tour guide management rules and regulations
9. Travel safety and insurance laws and regulations
10: laws and regulations on entry and exit of tourists and luggage transportation
1 1: tourism hygiene and food hygiene management
12: tourism resources management laws and regulations system
13: laws and regulations on consumer rights protection and tourism complaints
14: professional ethics of tour guides
The basic contents of local tour guides are generally divided into:
1: General situation of this province
2. General situation of tourism in this province
3. Overview of major scenic cities in this province
4. Overview of the main tourist attractions in this province
5. The customs of this province.
6. Diet in this province
7. Specialty of this province
8. Celebrities, literature and art in this province.
There are three books and tutorials for the oral test:
Provincial tour guide words
Standardized tour guide service
Handling and Adaptability of Tour Guides' Special Problems
Instructions for taking the exam
1. Materials to be submitted for examination registration:
1. My ID card (original); Temporary residence permit from other provinces.
2. Original academic certificate (graduated from high school or technical secondary school or above);
3. Recent health certificates issued by hospitals at or above the county (district) level (which must include routine examinations and two and a half examinations of liver function and hepatitis B) PS: The unqualified health certificates issued by school hospitals and hospitals cannot prove their own health status; The health certificate can be used within the validity period;
4. Four bareheaded color photos of myself 1 inch;
5. Receive and fill in the complete "National Tour Guide Qualification Examination Registration Form" at the registration place.
6. Registration conditions: China citizens who have reached the age of 18, are in good health and have high school (including vocational middle school) or high school diploma.
7. Register with the Tourism Bureau where the household registration is located. College students register at the tourism bureau where the school is located. If you work in the field, you must hold a temporary residence permit in the city where you work and register with the tourism bureau of the city where you work.
8. Those who apply for the foreign language tour guide qualification examination shall have a college degree or above in foreign language major and a bachelor degree or above in non-foreign language major.
2. Examination time of tour guide qualification certificate in all provinces of China
1. written test time: generally from September of that year to the end of1February, and will be notified by the local tourism bureau after registration.
2. Oral test time: Generally speaking, the oral test is delayed for a period of time compared with the written test, and it is held from 10 to1February of that year. There will be a specific notice from the local tourism bureau after registration.