Organization of accompanying tourists on the route. Organization of reception and escort of tourists (tourist group)
At the route stage, travel agency managers use various customer service technologies. The technology of sending tourists to the route depends on the characteristics of the trip. With international air tours, tourists independently check in for a flight and fly out along the route. Much less often tourists are accompanied by a group leader. Rail and boat tours can also be accompanied by a group leader or self-guided. Bus tours are always accompanied by group leaders or guides. The execution of the route program in each case has its own specifics, which depends on the type of route, its duration and many other conditions.
However, there are general methodological principles for conducting tourist route, including methods of oral presentation and practical methods of its organization. The technology of serving tourists on foreign routes in a standard form provides for the provision of services included in the basic tourist package (transport, accommodation, meals, excursions and entertainment). In an extended version, tourists can be provided with services for the organized purchase and dispatch of goods, rental of transport, organization of business meetings, etc. Group and individual tours may differ in details while maintaining the overall structure of the services provided.
Some features of the service are typical for tours, during which tourists are accompanied by a group leader. Such, for example, are tours to the PRC, carried out on a visa-free basis, and some others. The head of the tourist group is the official representative of the travel agency providing services to tourists. Sometimes in the domestic literature on tourism there is a term “tour leader” borrowed from foreign tourist use, which is essentially the same as the head of a tourist group. However, in the practice of the Russian tourist industry, this term is not widely used.
Tours without a group leader. In general, the service of tourists when leaving for foreign routes is carried out as follows. Having received the necessary documents at the office of the travel agency (voucher, contract, information leaflet, insurance policy, tickets, in some cases a voucher), tourists independently (sometimes in an organized manner) arrive at the place of departure of the vehicle. Tour operators in Moscow, working with large flows of tourists from the regions, have effectively simplified this scheme. Clients, if desired, can receive documents at the office of the travel agency on the eve of the trip or three hours before the start of check-in at the airport of departure.
In the country of arrival, the tourist group is met by a Russian-speaking representative of the host company (guide) and arranges a transfer to the accommodation facility. The entire further program of stay is carried out and controlled by the host. Basically, it comes down to organizing excursions, including additional ones that tourists can purchase on the spot. If the tour program involves visiting several cities (for example, by bus in Italy, France and other countries), the guide accompanies the group on his own, or, involving local colleagues, conducts excursions. On the last day of stay, a transfer to the airport or train station is organized, and tourists return to their homeland on their own.
When organizing individual tours tourists can order a transfer or refuse it, order several hotels in succession, for example, in Disneyland Paris and in the center of Paris, book yachts, cars, transport tickets, etc. The organization of individual tours requires the travel agency manager to carefully study all the details related to the critical points of the trip. The number of such points depends on the chosen services, but in any case, the most important of them are associated with the meeting of arrived tourists and their timely dispatch, accommodation in hotels of the corresponding category, less often with meals and excursion services.
Significant difficulties are possible in the event of insured events (injuries, diseases of tourists). And although the responsibility in this case rests with the insurance company, the travel agency, valuing its reputation, cannot remain aloof from resolving issues related, for example, to the delivery of relatives to the victims. Criminal incidents involving tourists of a travel agency sometimes require the help of consular services. In this case, the travel agency can also provide all possible assistance. tours accompanied by a group leader.
Regional travel agencies in the high tourist season occasionally form tourist groups going on a trip abroad with the leader . travel agencies Far East, working in the Chinese direction within the framework of the intergovernmental agreement on visa-free exchange, also send a leader with a group of tourists. The manager of the travel company responsible for customer service, together with the director of the travel company, must carefully select the leaders of tourist groups. This is due to the fact that the employees of the travel agency, who are with clients on the route, largely determine the image of their company, ensure the quality of the tour.
It is the leader of the route who, first of all, is presented with the claims of tourists and service partners. The favorable resolution of conflict situations that arise on the route often depends on the business, personal, professional qualities of the team leader. In a tourist trip, the group leader acts in the specific role of a small group manager. This role lies in the need to manage people who are not connected by industrial relations, and at the same time to manage the process of serving tourists on the route. The head of the tourist group should be inherent in the functions of an organizer, psychologist, educator, guide - they allow him to unobtrusively and flexibly manage the rest of clients, shape their mood, and smooth out conflicts.
The manager of a travel company should know the specifics of the work of the head of a tourist group well. This will help to properly organize a strategy for promoting a new tourist product to the market. Focusing on the manager's feedback on the route, his opinion about customers, service partners allows the travel agency manager to improve the organization of tourist services when providing various services provided by the tour program.
Rights and obligations of the head tourist groups are determined by the job description. Job description tour group leader detailed list his duties and activities that must be completed before the start of the tour, during its implementation and after completion. The head serves tourists and is responsible for the implementation of the program and conditions for the trip. In his work, he is based on the current legislation, regulations, orders and instructions. Persons with higher or secondary education and who have undergone special training are accepted for the position of the head of the tourist group.
Admission to the position of the head of the tourist group can be made on the following conditions:
For a permanent job;
For the duration of certain tasks;
Temporarily - up to two months.
In the latter case, by order of the company, the employee is drawn up under an employment agreement. The head of the tourist group has an official certificate. The work schedule of the head of the tourist group on the route is determined by the approved service program, including the time for preparatory work to prepare information materials, to work with tourists, preparation of a report and other documents. The head of the tourist group bears full or limited liability in accordance with the Regulations on the liability of workers and employees for damage caused to the enterprise, institution, organization.
The head of the tourist group must know the service program and ensure its implementation. He must have a clear understanding of the conditions for servicing the group at each point of the route, the procedure and rules for travel, accommodation, meals, and excursions.
One of the important functions of the head of the tourist group is the registration of the arrival and departure of the tourist group along the route. In case of flight delays, the head is obliged to inform the receiving and sending company of the time of departure or of the group's refusal to onward travel and other changes along the route.
The head of the tourist group is responsible for discipline, order and safety throughout the trip. If necessary, the manager takes measures to provide medical care tourists, facilitates their hospitalization and reports this to the travel agency.
The leader accompanying tourists on a foreign tour must know the features of visa, customs and currency regulation of tourist activities. It should help inexperienced tourists fill out customs declarations. For all questions of the declaration, an alternative answer is given "yes" or "no". Dashes in the columns of the declaration are not allowed. Tourists sometimes forget to put down the date of filling out the declarations and their signature, which slows down the passage of customs control.
Sometimes the leader of the tourist group has to book a hotel and for this purpose fill out the appropriate registration form. The need to book a hotel on the route may arise when the route changes or at the request of tourists. On foreign routes, tourists may encounter unexpected situations, for example, get injured, suddenly fall ill, lose their documents, fall behind the group, end up in the police station, etc. In all extreme cases, the leader of the tourist group must be ready to take appropriate measures.
IN difficult situations the team leader must immediately inform the foreign travel company about the incident and insist that it take measures to provide assistance to the injured tourists. Resolution order possible problems should be reflected in the contract between the Russian and foreign travel agencies. Foreign tour operators widely use the practice of referral with their tourist groups of employees, who are called tour leaders, tour escorts. The functions that they perform coincide with the functions of Russian leaders of tourist groups.
So, foreign tour leaders:
Monitor the acceptance by the host firm of the agreed terms of service and excursion program insist on their full and high-quality implementation;
Maintain contact with the host company, resolve with it all the issues that arise during the trip;
Exclude additional expenses in excess of the agreed price of the provided set of services (it is allowed to pay for additional services at the expense of the tourists themselves);
Carry out organizational work with the group in accordance with the tour program, inform tourists about the procedure for implementing the program or its possible changes and additions;
They monitor the observance by the members of the tourist group of the established rules of conduct in the host country, influence violators of discipline, and contribute to the creation of a favorable psychological microclimate in the group. In agreements with many foreign companies, tour organizers stipulate that if the state of health, physical weakness or behavior of one of the members of the group interferes with the tour or violates the rights, well-being and tranquility of the other participants, such a person may be removed from the trip by decision of the tour leader;
In case of problem situations, they take measures to assist the group members, using all possible means for this, up to contacting the embassy or consulate of their country;
Upon returning from the trip, they present to the management of the travel agency a report on the advantages and disadvantages of the tour and proposals for improving the quality tourism services.
To perform these functions, the group escort must:
It is good to know the country to which the group is going, the route, program and conditions of service for tourists;
Know a foreign language that can be used to communicate with representatives of a travel company and tourism service providers, and, if necessary, with representatives of local institutions, organizations and local population. With bad knowledge foreign language the leader of the tourist group must contact Special attention to study international tourist terminology and abbreviations, as well as standard phrases that can be used at the airport, train station, hotel, when visiting restaurants, museums, etc.;
Be sociable, show goodwill and attention to the participants of the trip, provide them with the necessary assistance.
Tourist travel to any country has its own specifics. These are natural-climatic, historical, cultural, religious, economic and political conditions of life. So, for example, in Muslim countries there are strict customs regarding the consumption of alcohol, clothing for women, visiting sacred places.
in hot countries great danger For Russian tourists present long stay in the sun, swimming in the sea in forbidden places, eating unwashed fruits, unboiled water, etc. In some countries, when shopping, you can and should bargain, in others this is not accepted, etc. All this information is contained in the memo to the tourist, but the accompanying group is obliged to inform the tour participants about these and other problems and warn them against committing wrong, unseemly acts.
For successful travel great importance has the psychological climate of the group. On the route, as a rule, there are people different professions, ages, temperaments. The leader of the group may face the emergence of incompatible characters, the interests of individual members of the group and a deep intra-group conflict. How to avoid tourists delaying the bus due to their own lack of punctuality, how to prevent excessive alcohol consumption by some tourists, how to prevent bickering when trying to get the best seats on the bus?
This is only a small part of the questions that constantly arise before the leader of the group on the route. Similar situations must be smoothed out by all possible ways in order to reconcile the conflicting parties, to create an atmosphere of mutual tolerance and friendliness. Good mood, peace of mind and satisfaction with the trip of all participants in the trip - this is the highest assessment of the work of the team leader on the tourist route.
Psychological requirements for the head of the tourist group.
In order for the head of a tourist group to cope with the duties assigned to him, he must have qualities that allow him to quickly get close to people, gain recognition and authority. He must be sociable, objective, principled, discreet and benevolent towards tourists. The leader should not allow both excessive administration and familiarity. Both have a negative effect on his authority. You need to manage the group tactfully, unobtrusively.
The authority given to the head of the tourist group by his official position must be maintained throughout the entire route. In order to achieve this, it must be taken into account that the leader becomes the head of people who are independent, not subordinate to him at work, not constrained by official discipline. The authority of the group leader is determined not so much by his position, but by the ability to keep himself and build his relationships with the team, in difficult situations to find the right solution. The head of the tourist group needs to control their emotions. Emotional incontinence and hasty, thoughtless decisions can spoil the mood of group members and cause undesirable consequences.
Ability to speak and listen.
The leader of the tourist group should be friendly with all members of the group. His behavior should be natural, his speech simple and clear, his tone even. It is not recommended to raise your voice, use jargon and non-literary words. You should not only speak, but also be able to listen to the interlocutor. Attention to others is an indicator of culture. When communicating with tourists, the group leader has to answer a variety of questions that affect not only the objects of excursions, but also the sphere of politics, economics, and culture. Partial functions of guides are assigned to the head of the tourist group. Already during the introductory conversation, he should briefly talk about the route and its sightseeing objects.
During the tour, the leader of the group must be well versed in the environment. In the event of any complications (late for dinner, restricted access to excursion objects etc.) he can give instructions and advice to bus drivers and tour guides. These tips should not radically change the route of travel and lead to violation of the rules traffic. The head of the tourist group must ensure that the mood of the tourists throughout the route is upbeat and that the claims that arise are neutralized as far as possible. If any problems arise during the route, the leader must take all possible measures to eliminate them, reduce the manifestation of anxiety in the group.
The group leader must take into account and skillfully use the socio-demographic characteristics of tourists. The size of the group, the social, age composition of the participants of the trip play a big role in the successful passage of the tourist route. The cohesion of the group, its organization, and the effectiveness of its management depend on the optimal combination of these characteristics. At the same time, the head of the tourist group must be ready to work with any contingent.
The task of the leader is to unite into one friendly team of people of different age, education, social status: pensioners and students, newlyweds and elderly spouses, workers and entrepreneurs. The group leader should strive to achieve mutual understanding between the members of the tourist group. This must be done with special tact. A careless word can not only impede contact between people, but also lead to a split in the group, to mutual insults. The leader needs to be able to smooth out hostility in the relations of tourists, try to eliminate or reduce hostility between them.
If a conflict has arisen in the group, the head of the tourist group must defuse the situation, find out and eliminate the cause of the conflict. First of all, you need to relieve the emotional tension in the group, this can be helped by appropriate humor. It is especially well perceived by people who are on vacation. The head of the tourist group needs to have in stock funny stories, funny stories and anecdotes from the life of tourists.
However, it should be remembered that the joke must be used skillfully and appropriately:
First, it can offend a person;
Secondly, you need to know the measure of laughter.
You can’t joke around endlessly, otherwise you can prove yourself as a jester with idle talk (especially with an unsuccessful joke). If a wit or joke is not accepted, you need to switch to a serious tone. It should also be remembered that there are two categories of people who do not understand jokes: not offended and touchy. With them, the leader of the group should behave especially tactfully.
The specifics of transport travel deprives the head of the tourist group of the opportunity to equalize travel conditions for all tourists. However, he must ensure that best conditions if possible, there were those members of the group who experience certain difficulties: age, psychological, physiological.
This category of tourists usually includes the elderly and the elderly, children and the disabled, women. It is necessary to achieve such a relationship between tourists that everyone feels equal in the group and strives to take care of the other, so that not the leader of the tourist group, but its members themselves, fairly distribute places among themselves on the bus, train, at the exhibits, etc.
Discipline- an important condition for an effective tour. The head of the tourist group must keep order in the group, resolutely suppress possible violations. Conflicts among group tourists, lateness or non-attendance for the bus or excursion disrupt the normal rhythm of the route, lead to the disruption of planned events, and negatively affect the mood of people.
Supervisor tourist group must constantly monitor their appearance, serve as an example of correct treatment, both with tourists and with the staff of hotels, catering establishments, transport. It should warn tourists about the need to maintain cleanliness in public places, about respect for nature and cultural monuments.
When organizing rail travel from the head of the tourist group is required:
Know the rules of conduct and safety on railways;
Conduct briefings with tourists on the rules of conduct on the railways, travel to passenger trains and personal safety on the way, as well as at train stops;
In radio conversations (via the internal radio network), remind tourists of the ban on drinking alcohol, throwing objects, garbage out of the windows of cars, smoking in the corridor of the car, without the need to stop the train with a stop crane;
Inform tourists about the prevention of gastrointestinal disorders.
When tourists board the train, the group leader monitors their placement in the compartment, checks if there are any stragglers from the train. For the convenience of placing tourists in the car, it is recommended to know the location of the seats. At railway crossings in China, it is necessary to warn tourists that some of them may end up on the third shelves with railings. However, a travel agency that values its reputation is unlikely to allow Chinese business partners to buy tickets to uncomfortable and low-profile places.
Aviation route requires special discipline, accuracy, order, coordinated actions of tourists. For the head of the tourist group, the difficulty of traveling on the air route lies in special rules registration of transport documents before the departure of the aircraft, in cases of cancellation or delay of departure due to weather conditions. At the airport, the head of the tourist group 1.5-2 hours before the start of registration notifies the representative of the airline about the number of tourists and reminds him of international practice, according to which groups of tourists are registered out of turn.
After the announcement of the start of registration, tourists register on their own, following each other, without breaking the queue with the rest of the passengers. The group leader makes sure that the group does not disperse around the waiting room and food points. At the time of boarding the plane, the head of the tourist group must be at the gangway and enter the plane after the entry of all the tourists in the group. The complexity of the aviation tourist route for the manager lies in the possible flight delays due to unfavorable conditions. weather conditions or other circumstances.
In this case, the manager must mark the tickets for the duration of the delay and report the departure time to both his own and, if possible, the host travel agency. A long delay in departure may lead to the refusal of tourists from the flight. The head of the group should inform his travel agency about this, and the duty officer at the air station or the transit dispatcher should put a mark on the tickets with the following content: “No departure due to weather conditions, seats have been handed over, recalculation without deduction.”
This entry, indicating the date and time, is certified by the signature of the official and the seal. If the aircraft is delayed at an intermediate airport, the head of the tourist group must find out its duration and take the necessary measures to accommodate tourists in a hotel. All costs associated with temporary accommodation at a forced stopover point are covered by the air carrier. However, in practice, the head of the tourist group often has to make a lot of efforts in order to provide tourists with a good rest.
When serving tourists on the bus route, the head of the tourist group must:
Make sure that the bus meets the established requirements in terms of technical, sanitary condition and equipment;
Explain to the driver the route and clarify its features (for example, during road repairs, traffic jams, etc.);
Introduce the driver to tourists.
Specificity bus route is that the leader is in constant contact with both the group and the bus driver.
Tourist route on river and sea transport requires the team leader to participate in leisure activities held on board. Stages of the internal tour. The participation of the head of the tourist group in the implementation of the internal (not hiking) tourist route has specific features compared to the foreign tour.
On the one hand, the absence of a language barrier and knowledge of the Russian mentality make it possible to solve many complex problems without resorting to official organizational and legal measures. On the other hand, the often arising mismatch in the work of partners, their optionality, the sudden appearance of force majeure circumstances (but not related to force majeure, for example, blocking the road due to the arrival of the delegation) create certain difficulties in carrying out the tour without claims from tourists.
But in general, the work of the group leader on domestic Russian routes is technologically the same as working abroad.
The stages of the hike are similar to those for any tourist route. but have their own characteristics.
The main one is a thorough preliminary study of the route by the hike leader or instructor, during which it is necessary to:
Find the easiest and safest approach to the object (river, mountain, pass, etc.);
Identify general and specific hazards specific to the area;
Determine the location and degree of difficulty of technically difficult areas; - establish the most convenient and safe places for halts;
Determine possible ways to bypass dangerous places and return if the route is abandoned;
Select characteristic landmarks on the route;
Specify difficult to overcome sections of the route;
Prepare the necessary technical equipment for the route;
Outline emergency evacuation routes in case of unfavorable situations on the route.
Along with the study of the tourist route, the program and service conditions, the instructor pays attention to the preparation of general and special equipment, repair and first aid kit. The traveler's first aid kit should contain: iodine, a bandage and a band-aid, activated charcoal, gastric antiseptics, antispasmodics, cardiological drugs, analgesics, antiallergic drugs. Preparation for the trip includes a mandatory medical examination of all participants, safety instructions on the route and first aid.
The instructor talks about the upcoming hike, focuses on the features of the route, natural obstacles, dangerous places. Tourists are explained the importance of strict observance of discipline, rules of conduct, wakefulness and rest.
The food system on the route is carefully thought out. Depending on the specific conditions, meals are planned in canteens, cafes, camp sites, shelters, etc. or supposed self-catering. When preparing for the route, the group prepares means of transportation (boats, snowmobiles, skis, etc.). From them technical condition depends on the accident-free passage of the route and the amount of possible repair work.
For the determined and officially approved composition of the tourist group, output documents: route book (Appendix I) and route sheet.
The route book indicates the number of the route and the group, the last names, first names and patronymics of all participants in the trip, basic information about them and the instructor, the route scheme with backup options and the group's schedule. The obstacles encountered on the route and ways to overcome them safely are described. Here is placed short plan work of the instructor with the group. A place is allocated for the comments of the senior instructor about the conduct of the trip and the work of the instructor. The route book also indicates public positions - the duties of the participants in the campaign.
The instructor must acquaint tourists with the rules for conducting competitions of tourist sports trips and with the Traveler's Code, which reflects the basic moral and ethical principles of behavior of members of the tourist group. At the time of recruiting a tourist group or at the beginning of the trip, the instructor can choose assistants from the most active and disciplined tourists, find out if there is a medical worker among the tourists during the trip, each tourist performs community service according to their abilities and desires. The instructor thinks over options for the distribution of responsibilities and expresses them at the organizational meeting of the group. There are usually several main public positions in a tourist group.
The headman is the first assistant instructor. Usually this is the most experienced or most reputable tourist. He participates in all organizational activities of the preparation of the route, monitors the well-being of all members of the group, regulates their load on the route. In the campaign, at the direction of the instructor, he is usually either guiding or trailing.
The person responsible for the equipment is responsible for the receipt and proper use of public equipment, distributes it among the participants of the trip.
The catering manager organizes the receipt of the required amount of food for the trip and their packaging. Distributes the entire supply of products among the participants. On the route, it takes into account the consumption of products in accordance with the layout by day. Daily redistributes the remaining products among tourists for their even loading.
The cult organizer prepares and organizes entertaining and cultural programs, singing songs around the campfire and other activities. The participants of the hike may have other duties, for example, a mechanic, a physicist responsible for keeping a diary, an orderly, a photographer, a cameraman, an artist, etc. Depending on the needs of the group, several tourists can perform the same duties.
If there is no car or motorcycle escort on the route, the correct distribution of the transported cargo between the participants becomes an important task. Personal equipment is carried, as a rule, by each tourist independently. Public equipment and foodstuffs are distributed as evenly as possible among all tourists. The load carried by the woman should be half as much as the load of the man, and the stronger participants should be loaded more than the weak and less experienced.
Each tourist before going on the route must:
Check and put in order personal equipment;
Dry all clothes;
Sleep well;
Dress appropriately for the meteorological conditions;
Put equipment and food in a backpack;
Check if the shoes are well shod, if there are any folds in the socks;
Have a hearty meal, drink hot tea or coffee;
Leave the route at the specified time.
The organization of the promotion of a tourist group on a hike depends on many circumstances: the adopted tactical plan, the time of year and weather, the terrain and difficulty of the path, the weight of the backpacks, the preparedness and condition of the participants.
Of great importance in camping life is the correctly chosen daily routine, taking into account natural features terrain and route difficulty. The instructor must know the duration of day trips and take into account the weight of the backpacks and the physical fitness of the tourists. For a general orientation in this matter can be used. The instructor must plan for a gradual increase in mileage. Yes, in hiking of the first category of complexity, daily mileage can be respectively equal to 16, 18, 22 km.
With a difficult profile of the route for physically prepared tourists, the second and third day of the trip is the most difficult. Therefore, under these conditions, in the first three days, you should not plan to increase the distance traveled and try to ensure a gradual increase in loads by the second part of the trip. As a rule, it is planned to leave the technically most difficult sections of the terrain on it. At halts, the instructor, in a place with an assistant, must organize outdoor games, sports, swimming, self-monitoring of health and self-massage.
In taiga trips, regular self- and mutual-examination is of particular importance to remove stuck ticks, which can be a source of dangerous infectious disease- tick-borne encephalitis.
During the trip, the instructor organizes the overcoming by tourists of difficult sections, long passages, performs preliminary reconnaissance of difficult places, determines the need and methods of insurance, and provides safe equipment for halts and overnight stays.
In the event of a sharp deterioration in the weather while the tourists are on the route, the instructor must take the necessary security measures, stop moving, place the tourists in safe places and, if possible, return with them to the main, intermediate bases or to the nearest settlements.
The safety of the trip helps to ensure the cooperation of the travel company with the regional department of the Ministry of Emergency Situations, the traffic police, public order authorities, local water rescue authorities, health care institutions, and the hydrometeorological service. Communication with the Ministry of Emergency Situations is organized before the group leaves for the route and is maintained upon arrival at the initial and destinations route. If the instructor has means of communication of the Ministry of Emergency Situations, he regularly informs the group about the weather forecast.
Throughout the journey, tourists must obey the instructions of the instructor, who is responsible for the correct passage of the route, accident-free, for the life and health of the group members.
At places of halts or short stops (for example, on the peaks), the group can leave control notes, cut off the roots of notes left by other tourists.
Upon returning from a hike, the roots are sent to the address indicated in them. Thus, a connection is established with tourists from different cities and regions following the same route.
It is advisable to consolidate the impressions of the trip by organizing a farewell bonfire, and after returning, to meet to view photos, videos, exchange opinions about the time spent and discuss future travel plans.
Route Completion involves the inclusion in its program of some climax that will be remembered by tourists and will further attract customers. It can be a farewell dinner, or a boat trip on the Seine in Paris (not on the first day, as many travel agencies practice), or the last fire, etc.
Collecting feedback and wishes from tourists is a desirable, but not mandatory, element of the route stage. Tourists can fill out small questionnaires offered by the hotel administration, guides, group leaders. Some tourists find time and thank the travel agency after returning from a trip (by phone, e-mail or regular mail, they come to the office). In any case, neither the remarks nor the gratitude of the tourists go unnoticed: some of them are posted by travel agencies on their website, printed e-mails are filed in the "Book of Reviews".
The role of the escort, the leader of the groups, their functions. To consider this issue, it is necessary to define the essence of the concepts of "accompanying" and "leader". Under accompanying person It is customary to understand a representative of a travel agency who accompanies tourists on the way to the place of consumption of travel services. A supervisor group, being also a representative of the travel agency, is with the group during the entire holiday. The leader can be an accompanying person at the same time, i.e. be with the group from the moment you get on the transport until you arrive home. The provision of an escort or a leader is an additional service on the part of the travel company and a guarantee of quick and timely resolution of emerging problems, conflicts and unforeseen situations.
For adult groups of tourists, the presence of an accompanying (leader) is not necessary, but desirable. There are no uniform requirements for the number of people in a group per accompanying person (leader). It depends on the receiving party, i.e. the number of preferential places for accompanying persons is preliminarily agreed upon. (For example, every 11 or 21 tours are free. Accordingly, there must be one accompanying person (leader) for 10 or 20 tourists. For tourist groups of children over 20 people, as a rule, there are two teachers or one accompanying person (leader), in special cases - paramedic.)
Duties of an escort.
1- Seating in the vehicle, its adjustment if necessary.
2. Passage of checkpoints at the borders, provision of documents. In the event of claims against tourists by the border guards at the border, they should regulate these conflicts (solve the issues of paying fines, sending tourists home in case of violation of the passport and visa regime), inform the tourist enterprise about this.
3. Communication with representatives of the insurance company in case of occurrence insured event and, if necessary, organizing the delivery of a tourist to his homeland with a message to a travel agency.
4. Provision of previously agreed services on the road (tea, coffee, video programs, stops along the way, travel information). This is more about escorting bus tours.
5. Accompaniment to the place of receipt of the tourist service.
6. Transfer of all necessary documents to the group leader upon arrival.
Responsibilities of the group leader.
1. Group meeting.
2. Settlement in accordance with the payment.
3. Notifying the group about the head's duty hours in order to resolve possible problems, conflicts.
4. Providing timely information about additional services and possible changes in the tour program.
5. Settlement of conflict situations with representatives of the host country and
tourists.
6. Communication with the insurance company or its representatives in the event of an insured event and, if necessary, organizing the delivery of a tourist home.
7. Monitoring the implementation of the stay program, informing the tourist company about the poor quality work of partners.
Some features have the provision of escort services for individual tourists. It is quite obvious that it is impossible to assign a leader or escort to an individual tourist (with the exception of escort services in business tours), and besides, tourists themselves will often perceive such attempts as a desire to limit their individual vacation. Therefore, as an escort service, individual tourists are provided with additional information about who represents the interests of the travel company in a particular country, how and with whom to contact in case of any incidents or misunderstandings, and constant communication is maintained with them by the travel company. Accompanying individual tourists requires a particularly careful attitude to the organization of the communication process.
Organization of reception and escort of tourists (tourist group).
Compilation and submission of travel information on the tour route; display of tourist sites.
Since my travel agency Novy Sputnik did not receive tourists, then, based on theoretical experience and the material covered, I can say the following. When driving public transport to objects of tourist interest, the leader of the tourist group must provide travel information. Travel information is brief information about the objects of the tourist display, which is given along the route of the group along the route. It should be easily perceived by tourists, be brief, but at the same time sufficient and accurate so that the tourist can form a general picture.
Tourist display objects are understood as objects of cultural and natural heritage, as well as other objects that can satisfy the spiritual and intellectual needs of tourists.
The algorithm or structure of the travel information is as follows:
name of the property;
description of the object;
brief historical background;
time of construction and architect;
modern purpose.
Preparation for work with tourists, preparation and execution of documents by the RTG (accompanying) of the host company
Tourist service program
The main documents of the head of the tourist group include the following documents:
- 1. Task plan
- 2. Maintenance program
- 3. RTG memo
- 4. Group list
- 5. Vouchers (for accommodation, transport, excursion services)
- 6. Copy of the cost estimate of the host travel agency
- 7. Power of attorney from the directing travel agency to sign the act of service
- 8. Documents confirming the booking of return tickets.
At the meeting of the tourist group, the RTG should make an opening speech in which he:
- 1) Greets tourists, calls his full name.
- 2) Names the company from which he works, its address.
- 3) Briefly talks about the place of residence and food for tourists.
- 4) Introduces tourists to the excursion program.
- 5) Draws the attention of tourists, how many excursions will be with the use of custom vehicles, and how many with public transport.
- 6) Conducts a brief briefing on the rules of compliance with safety regulations on the route.
The RTG also informs the place of bus delivery for the next event. In continuation of work with the group, it is necessary to ensure that all tourists know where and when the bus is served for further excursions. Clearly indicates the place and time of the gathering of the group for further excursions.
Chapter 3. Organization of service on the tourist (excursion) route
1-2 days before the reception of the group, the head of the tourist group receives a package of documents and conducts preparatory work on the service program.
- 1) Checks the compliance of documents with the tourist service program and specifies the working days of museums in accordance with the tour program;
- 2) Thinks over the optimal ways for the group to travel by public transport or ordered vehicles to objects of tourist display and interest;
- 3) Prepares travel information;
- 4) Makes a list of leisure activities;
- 5) Visits the hotel - the place of residence of tourists, gets acquainted with its structure, services, leisure centers, etc.;
- 6) Get acquainted with food points;
- 7) On the eve of the arrival of the company, you need to specify the address and time of the bus, its tail number;
- 8) The RTG must obtain the phone number of all enterprises involved in organizing tourist services.
Organization of tourist accommodation is as follows. The RTG escort, RTG from the host company and the hotel administrator take part in the accommodation. The RTG of the host travel agency presents the hotel administration with a direction for accommodation and find out from the administrator the procedure for registering tourists. The escort presents a list of tourists. It is necessary to announce to tourists that they:
- 1) Must make sure that the inventory in the room matches its description;
- 2) That some services are additional and paid in cash;
- 3) That the damage caused to tourists is compensated at the expense of the perpetrator;
- 4) Warn tourists that after 24:00, tourists must observe silence.
Catering for tourists can be carried out in three ways:
- 1) By confirmation coupons;
- 2) By one-time coupons;
- 3) Without the use of coupons
The head of the tourist group must remember that when drawing up a service program, one must take into account the fact that food points should not be far from the place of residence. Otherwise, tourists must be provided with a transfer. Food service order:
Tourist service time
For breakfast an average of 30 minutes, lunch and dinner 40 minutes
Dinner no later than 19:30.
Departure of tourists is carried out with the help of a transfer, which is organized by the host travel agency, accompanied by a RTG from the host travel agency.
Registration of reporting documents is carried out on the last day of service, within 2-3 days a financial report is drawn up. Before the end of the trip, you must receive a written review of the trip from the tourists. The act of service is the main document when calculating the costs on the route between the sending and receiving travel agencies.
GBPOU "Volgograd Technological College"
department Tourism and hotel service
Tests
Professional module "Provision of tourist escort services"
MDK 2.1. "Technology and organization of tourist escort"
for 3rd year students of the specialty 43.02.10 Tourism
Volgograd 2015
Explanatory note
The presented test tasks are designed for 3rd year students, in order to test the residual knowledge when mastering the program of the professional module "Provision of tourist escort services" MDK 2.1. "Technology and organization of tourist escort"
Test tasks are aimed at identifying the acquired material in the following professional competencies:
- control the readiness of the group, equipment and Vehicle to the route exit.
- instruct tourists about the rules of conduct on the route.
- Coordinate and control the actions of tourists on the route.
- ensure the safety of tourists on the route.
The main content of the questions is aimed at identifying the learned theoretical material (PC1-PC4) and one task, at identifying the learned practical material.
Tasks for English language include the following topics:
- the concept of a tourism product - types of tourism products - selection of the optimal tourism product - promotion of a tourism product The results of the completed test tasks are evaluated on a five-point scale, the evaluation criteria are presented on the answer sheet.
Option 1
A) preparatory
B) final
B) route
D) generalizing
A) Departure of tourists
D) Instructing tourists
A) Departure of tourists
D) Execution of the route program
B) Execution of the route program
C) Registration of documents regulating the service of tourists
D) Discuss with partners how to improve service on the route
5. Name the stages of organizing a tour in which tourists are directly involved:
A) preparatory
B) final
B) route
D) generalizing
1
6
G)
A) yes
B) no
9. Is the statement true: if a tourist purchases any other service for a paid tour, this service becomes additional:
A) yes
B) no
10. Is it true that in group tours The program is formed in accordance with the wishes of the client:
A) yes
B) no
A) maintenance program
B) service summary
B) tour itinerary
D) service package
12. Group equipment is used by all members of the hiking group.
An approximate list of the main group equipment:
1) tents with racks;
2) polyethylene awnings on and under tents;
3) first aid kit;
4) repair kit;
5) clock;
6) campfire farming;
7) awning for the kitchen;
8) household set for cooking;
9) an ax;
10) saw;
11) electric lamp;
12) photo and video equipment;
13) flasks (or containers replacing them);
14) matches in waterproof packaging;
15) route documents and cartographic material
Develop recommendations for completing group equipment (using some of the items listed in the list as an example) used on a hiking trip to the mountains.
MDK 2.1. "Organization of tourist escort"
Option 2
1. The main stages of organizing the tour are listed, indicate the extra:
A) preparatory
B) final
B) route
D) generalizing
2. Specify what types of work includes the preparatory stage of organizing the tour:
A) Departure of tourists
B) Clarification of the itinerary program and service conditions
D) Instructing tourists
3. Specify what types of work the itinerary stage of the tour organization includes:
B) Development of recommendations for improving tours
B) Execution of the route program
4. Specify what types of work the final stage of the tour organization includes:
A) Making a report on the implementation of the tour
B) Execution of the route program
C) Development of recommendations for improving tours
D) Instructing tourists
A) preparatory
B) final
B) route
D) generalizing
6. Establish a correspondence, what is the content of the work of the travel agency manager at each stage of customer service?
Stages of servicing a tourist in the office of a travel agency Content of work at the stages of servicing
1
A) The client pays for the tour package. It is possible to pay in cash at the cash desk of the travel agency or by bank transfer. Some travel agents charge in advance.
2 B) The travel agent draws up the necessary documents: a voucher, a sales contract, a voucher, a memo, a questionnaire for a tourist traveling abroad (to countries with a visa visit).
3 C) The manager instructs the tourist, introducing him to the features of the upcoming tour, the rules of conduct in the host country, the weather, the epidemiological situation, and safety. After the briefing, tourists sign in a special journal or on two copies of the agreement on receipt of documents for the trip
4 D) The tourist chooses a tour (direction, transport, duration, accommodation, meals, excursion program). 5 E) If the selected hotel has the specified type of room, the application is confirmed and information about this is transmitted to the sending tour operator, and then to the travel agency. In the absence of places, a refusal is reported.
6
E) The manager of the travel agency accepts a booking request from the client and, on its basis, draws up and sends a booking sheet to confirm the booking with the tour operator.
7 G) The tour operator reviews the application, checks the validity of the tourist passport, compares prices and sends a request to the hotel to confirm the reservation.
7. Complete the list of factors, the analysis of which is necessary when organizing a tour:
A) climatic features of the tourist season
B) changes in transportation tariffs
C) socio-political changes
G)
8. Is the statement true: the services that are included in the complex service and in the price of the tour are considered the main services:
A) yes
B) no
9. Is the statement true: if a tourist purchases any other service for a paid tour, this service becomes additional
A) yes
B) no
10. Is it true that in group tours the program is formed in accordance with the wishes of the client.
A) yes
B) no
11. What is the name of the set of services provided to tourists in accordance with their needs and the theme of the tour, paid in advance and distributed during the tour?
A) maintenance program
B) service summary
B) tour itinerary
D) service package
12. List personal equipment the tourist should include the most necessary things, taking into account the complexity and type of hike, the climatic conditions of the area.
An approximate list of personal equipment of a tourist for a summer hiking trip with several overnight stays in the field:
1) a backpack with a polyethylene liner;
2) sleeping bag;
3) insulating mat (polyurethane foam);
4) waterproof bags for packing personal belongings;
5) storm suit or anorak;
6) woolen sports suit;
7) warm jacket (or woolen sweater);
8) change of linen;
9) shirt;
10) shorts, swimming trunks (bathing suit);
11) woolen socks - 2 pairs;
12) cotton socks - 2 - 3 pairs;
13) a cap with a visor, a scarf;
14) sunglasses;
15) tourist boots;
16) sneakers or sneakers;
17) toiletries;
18) towel for body and feet;
19) mug, spoon, bowl, knife (KLMN);
20) rain cape;
21) compass;
22) individual repair kit;
23) individual dressing package;
24) notepad, pen, pencils, ruler.
Develop recommendations for beginners on completing personal equipment.
MDK 2.1. "Organization of tourist escort"
Option 3
1. The main stages of organizing the tour are listed, indicate the extra:
A) preparatory
B) after the route
B) route
D) final
2. Specify what types of work includes the preparatory stage of organizing the tour:
A) Departure of tourists
B) Execution of the route program
C) Analysis of current factors specific to the route
D) Clarification of the itinerary program and service conditions
3. Specify what types of work the itinerary stage of the tour organization includes:
A) Analysis of problematic situations on the route
B) Development of recommendations for improving tours
B) Completion of the route
D) Collecting reviews and wishes of tourists
4. Specify what types of work the final stage of the tour organization includes:
A) Completion of the route
B) Analysis of problematic situations on the route
C) Development of recommendations for improving tours
D) Collecting reviews and wishes of tourists
5. Name the stages of organizing a tour in which tourists are directly involved:
A) preparatory
B) after the route
B) route
D) final
6. The tourist route on river and sea transport requires the leader of the group:
A) participation in leisure activities held on board
B) introducing the captain of the ship and the crew to tourists
C) briefing on the rules of conduct and safety on board
D) explanations to the captain of the route of the vessel
7. Where should the head of the group be at the time of boarding tourists on the plane:
A) in your seat on the plane
B) at the airstairs
C) at the places of tourists on the plane
D) at the ticket counter
8. Is it true that bus tours are always accompanied by group leaders or tour guides
+ A) yes
B) no
9. Unaccompanied tours by a group leader who controls:
B) sending travel agency
D) not controlled by anyone
10. What difficulties may arise for the head of the tourist group during the air route:
A) canceling the flight
B) Departure delay due to weather conditions
C) late tourists to the beginning of registration
D) all of the above
11. The head of the tourist group should have inherent functions: add
A) organizer
B) a psychologist
IN)
G)
12. Medical kit. All participants must be familiar with the composition of the first aid kit and have an idea about the effect of drugs. Below are the groups of drugs needed during the trip, add the appropriate medications, medical aids and their approximate number per 8-10 people to each group.
1. Consumables, tools, aids
2. Treatment of wounds, bruises, burns
3. Painkillers and antipyretics
4. In diseases of the respiratory system
5. With cardiovascular diseases
6. For allergic conditions
7. For gastrointestinal diseases
8. Stimulants and tranquilizers
MDK 2.1. "Organization of tourist escort"
4 option
1. Is it true that bus tours are always accompanied by group leaders or guides
A) yes
B) no
2. Unaccompanied tours by a group leader who controls:
A) an activist on behalf of the tour participants
B) sending travel agency
B) host party (travel agency)
D) not controlled by anyone
3. When conducting a tourist route, critical moments arise, arrange them in order of difficulty:
A) accommodation in hotels of the corresponding category
B) food for tourists
B) tour service
D) meeting arriving tourists
D) timely dispatch of tourists
E) insured event (injury, illness of tourists)
1
2
3
4
5
6
4. Add a list of qualities that the leader of a tourist group should have:
1. sociable
2. objective
3. principled
4.
5. The most important aspects of the socio-demographic factor, which must be taken into account by the head of the tourist group, are:
A) the size of the group of tourists
B) age of tourists
C) the cultural level of tourists
D) the social level of tourists
6. When organizing rail travel, the head of the tourist group is required to: (fill in)
1. know the rules of conduct and safety on the railways;
2. to instruct tourists on the rules of conduct on the railways, travel in passenger trains and personal safety on the way, as well as at train stops;
3. in radio conversations (via the internal radio network) to remind tourists of the ban on drinking alcohol, throwing objects, garbage out of the windows of cars, smoking in the corridor of the car, without the need to stop the train with a stop crane;
4.
7. Fill in the table.
Location of seats in reserved seat (sleeping) and compartment cars
Coupe serial number Econom-class train Compartment carriage
compartment seats side seats compartment seats
8. Add the duties of the head of the tourist group when serving tourists on the bus route:
1. make sure that the bus meets the established requirements in terms of technical, sanitary condition and equipment;
2. explain to the driver the route and clarify its features (for example, during road repairs, traffic jams, etc.);
3. introduce the driver to the tourists.
4.
9. Is it true that the team leader is responsible for the safety of the received documents:
A) not true
B) right
10. For how long can the head of the group delay the departure in case of non-appearance or lateness of the tourist:
A) 1 hour
B) 40 minutes
B) 30 minutes
D) 15 minutes
11.
12. During the trip, each tourist performs social work in accordance with his abilities and desires. Fill in the table "Public positions in the campaign and the duties they perform."
Public positions Responsibilities
