Organization of tourist escort lectures. Organization of tourist route support

During the execution of any tourist route It is customary to distinguish three main stages: preparatory, route, final.

On preparatory stage tour, travel agency employees analyze the current factors (tariffs for transportation, the socio-political situation in the destination, climatic and weather conditions, etc.) specific to the route, and, if necessary, make adjustments to the tour program. The program of the tourist route is being specified, which includes basic and additional services, individual activities implemented to meet tourist needs. At the same stage, a package of documents regulating the service of tourists is drawn up. These documents include:

  • booking request (on its basis, a booking sheet is issued to confirm the booking);
  • questionnaire of a tourist traveling abroad (to the countries of visa visit); voucher;
  • sale agreement;
  • tour program;
  • information sheet,
  • memo;
  • travel documents;
  • insurance policy;
  • voucher.

Perhaps the most responsible is the route stage. Travel agency specialists use various customer service technologies. The technology of serving tourists on the route depends on the types of travel. With international air tours, tourists independently register for a flight and fly to a destination, sometimes tourists are accompanied by a group leader - a tour leader. Rail and boat tours can also be accompanied by a group leader or self-guided. Bus tours, as a rule, are always accompanied by group leaders or guides.

The implementation of the route program in each case has its own specifics, which depends on the type of route, its duration, target orientation, etc. Currently, there are general methodological principles for conducting a tourist route, including methods of oral presentation and practical methods of organizing it. 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. Supervisor tourist group- is the official representative of the travel agency, providing quality service to tourists.

Tours without a group leader. Service of tourists when traveling abroad is carried out as follows. Tourists, having received the necessary documents at the office of the travel agency, arrive at the place of departure of the vehicle (in some cases, the documents can be handed over to the tourist by an employee of the travel agency directly at the airport).

In the country of arrival, a tourist group or individual tourists meets a Russian-speaking representative of the host company (guide) and organizes a transfer to the accommodation facility. The entire further program of stay is carried out and controlled by the host. If the tour program includes visiting several cities, the guide accompanies the group.

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, sequentially order several hotels, book cars, tickets for transport, etc. The organization of individual tours requires the travel agency manager to carefully study all the details associated with the critical points of the trip. The number of such points depends on the selected services, but in any case, the most important of them are related to the meeting of arrived tourists and their timely dispatch, accommodation in hotels of the appropriate category, meals and excursion services. Difficulties may arise in case of insured events with a tourist (injury, illness, etc.). Of course, the insurance company is responsible in this case, but the travel agency, in order to maintain its reputation, should not stand aside from resolving issues related to unforeseen events. Sometimes tourists need the help of consular services, and in this case, the travel agency can also provide all possible assistance.

The travel company manager responsible for customer service, together with the head of the travel company, must carefully select employees to accompany tourist groups. Travel agency employees who are with clients on the route largely determine the image of their company. It is the leader of the route that claims tourists and service partners. The favorable resolution of conflict situations that arise on the route often depends on the professional, business, personal qualities of the team leader.

On a tourist trip, the group leader acts as a small group manager. Therefore, it is important for a tour leader to have people management skills, to have organizational skills - they allow him to unobtrusively and flexibly manage the rest of clients, shape their mood, smooth out conflicts.

The rights and obligations of the head of the tourist group are determined by the job description. In his work, he relies on the current legislation, regulations, orders and instructions.

The head of the tourist group must know the service program and ensure its implementation. He must have a clear understanding of the conditions of service for 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 leader is obliged to inform the receiving and sending travel agency of the time of departure or of the group's refusal to travel further and other changes on 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 assistance to tourists, facilitates their hospitalization and informs the travel agency about this.

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.

On foreign routes, tourists may encounter unexpected situations (get injured, suddenly fall ill, lose 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. The procedure for resolving possible problems should be reflected in the contract between the Russian and foreign travel agencies.

In foreign practice, tour operators have long and widely used the practice of referral with their tourist groups of employees, whose functions include:

  • monitoring compliance by the receiving firm with the agreed terms of service and excursion program, their complete and high-quality implementation;
  • maintaining contact with the host company, resolving issues that arise during the trip;
  • organizational work with the group in accordance with the tour program, informing tourists about the procedure for implementing the program;
  • monitoring compliance by the members of the tourist group with the established rules of conduct in the host country, creating and maintaining a favorable psychological microclimate in the group;
  • providing assistance to group members using all possible means for this, up to contacting the embassy or consulate of their country;
  • drawing up and submitting to the management of the travel agency a report on the advantages and disadvantages of the tour (with proposals for improving the quality of tourist services) upon returning from the trip.

To perform these functions, the group escort must:

  • know well the destination to which the group is going, the tourist route, the program and the conditions for servicing 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 the local population;
  • be sociable, show goodwill and attention to the participants of the trip.

A tourist trip to any country has its own specifics. These are natural-climatic, historical, cultural, religious, economic and political conditions of life. For example, some countries have strict customs regarding the consumption of alcohol, clothing, visiting sacred places. In some countries, when shopping, you can and should bargain, in others it is not accepted. In hot countries, there is a great danger for Russian tourists present long stay in the sun, swimming in the sea in prohibited places, eating unwashed fruits, tap water, etc. All this information should be contained in a memo to the tourist, the accompanying group is obliged to inform (remind) the participants of the tour about all possible problems and warn them against committing wrong, unseemly acts .

For a successful tourist trip, the psychological climate in the group is of great importance. On the route, as a rule, there are people of 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 intra-group conflict.

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, restrained and friendly 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 must be able to control their emotions. Emotional incontinence and hasty, thoughtless decisions can spoil the mood of group members and cause undesirable consequences.

The leader of the tourist group should be friendly with all members of the group, his behavior should be natural, his speech is simple and clear, his tone is 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 (being late for dinner, restricting access to sightseeing objects, etc.), he can give instructions and advice to bus drivers and guides. These tips should not radically change the route of travel and lead to a violation of traffic rules.

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 leader of the tourist group must 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. You can’t joke around endlessly, otherwise you can prove yourself a frivolous person. If a wit or joke is not accepted, you need to switch to a serious tone.

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, the disabled, children and 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 head of the tourist group, but its members themselves fairly distribute seats among themselves on the bus, train, at the exhibits, etc.

Discipline is 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.

The head of the tourist group must constantly monitor their appearance, serve as an example of the correct treatment of both tourists and the staff of hotels, catering establishments, and 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, the head of the tourist group is required to:

  • know the rules of conduct and safety on the railways; 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;
  • remind tourists of the ban on drinking alcohol, throwing objects, garbage out of the windows of the 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.

The 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 the departure.

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 adverse 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 or transit dispatcher should put a note on the tickets with the following content: “No flight 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 leader of the tourist group must find out its duration and, if it is prolonged, 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.

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;
  • clarify with the driver the route and its features (road repair, traffic jams, etc.);
  • introduce the driver to the tourists.

When conducting bus route the head of the tourist group is in constant contact with both the tourists and the bus driver.

The tourist route on river and sea transport requires the leader of the group to participate in leisure activities held on the ship.

Stages of the internal tour. The participation of the head of a tourist group in the implementation of an internal (non-travelling) tourist route has specific features compared to a foreign tour: on the one hand, the absence of a language barrier and knowledge of the Russian mentality make it possible to avoid many complex problems without resorting to official measures of an organizational and legal nature, on the other hand , often arising mismatch in the work of partners, their optionality, the sudden appearance of force majeure circumstances (not related to force majeure) create certain difficulties in the implementation of the tour. In general, the work of the team leader on domestic routes is technologically the same as work abroad.

The stages of the tourist route, which can be attributed to a hike in terms of target orientation, have their own characteristics. The main one is a preliminary study of the route by the route 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 sections;
  • 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, the acquisition of a first-aid kit. A traveler's first aid kit must contain: iodine, a bandage, a band-aid, activated charcoal, gastric antiseptics, antispasmodics, cardio 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 self-catering is assumed.

When preparing for the route, the group prepares means of transportation (boats, snowmobiles, skis, etc.). The accident-free passage of the route and the amount of possible repair work depend on their technical condition. For the determined and officially approved composition of the tourist group, output documents are issued: a route book and a 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. It also contains a brief plan of the instructor's work with the group. A place is allocated for the comments of the senior instructor on the conduct of the route 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 holding competitions, tourist sports trips and with the Traveler's Code, which reflects the basic moral and ethical principles of behavior for 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 social work in accordance with his 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 person responsible for food organizes the receipt of the required amount of food for the trip and their packaging, distributes the entire supply of food 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 cultural organizer prepares and organizes entertainment and cultural programs, singing by the fire, games and other events.

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 escort by car or motor transport on the route, the correct distribution of 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 from half to 2/3 of 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;
  • sleep well;
  • dress appropriately for weather conditions;
  • put equipment and food in a backpack;
  • check if the shoes are well shod, if there are any folds in the socks;
  • a hearty meal, drink hot tea or coffee;
  • get on 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 the natural features of the area and the complexity of the route. 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.

The instructor must plan for a gradual increase in mileage. With a complex profile of the route for physically prepared tourists, the second and third days of the trip are 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, together with an assistant, must organize outdoor games, sports, swimming, self-monitoring of health and self-massage. In taiga trips, special attention should be paid to regular self-examination and mutual examination.

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 hike helps to ensure the cooperation of the travel company with the regional department of the Ministry of Emergency Situations, traffic police, authorities public order, local water rescue authorities, health care institutions, hydrometeorological service.

Communication with the Ministry of Emergency Situations is established before the group leaves for the route and is maintained upon arrival at the start and end points of the route. The head of the tourist group, using means of communication throughout the route, is in contact with the employees of the Ministry of Emergency Situations.

Throughout the route, tourists must obey the instructions of the leader and (or) the instructor responsible for the correct passage of the route, accident-free, for the life and health of the group members.

It is advisable to consolidate the impressions of the trip by organizing a farewell event, such as a bonfire, and after returning, to meet to view photos, videos, exchange opinions about the time spent and discuss future travel plans.

The completion of any route 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 walk around the city or on a boat on the river, the last fire, etc.

Collecting reviews and wishes of tourists is not a mandatory, but a very desirable element of the route stage. Tourists can fill out small questionnaires offered by the hotel administration, group leaders and travel agency employees. For the same purpose, you can use modern tools, such as the Internet (you can post your review on the travel agency's website or send it by e-mail). The practice of collecting reviews and suggestions is necessary for a travel company, since in one case (with positive reviews) it is additional and, importantly, free advertising, in the other (with negative reviews), it allows you to adequately assess the level of services on the route and improve their quality.

The work of the travel agency manager and the head of the tourist group at the final stage is mainly related to documents. The group leader is required to issue a report on the implementation of the tour. If the tour was carried out without a group leader, the report is made by the manager of the corresponding direction.

The report can be presented both in an arbitrary and in a formalized form. It is important that in any of the options all the features of the tour are reflected, the problem situations that have arisen on the route are analyzed, and recommendations are given for improving the tour route. Based on these recommendations, travel agency employees periodically discuss with partners the possibility of improving service on the route.

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A tour guide is someone who professionally accompanies individuals or groups of people on a tour. travel within the national territory or abroad; provides significant information and tourist information in transit points outside the area of ​​competence local guide. This is usually a professional working on behalf of a tour operator, travel agency or local authorities developing tour. offers.

An escort can remove a tourist who grossly violates the rules of conduct from the route. The listed functions may be the basis for the development of job descriptions for a tourist group guide (Appendix 1). The escort is responsible for the implementation and implementation of the trip program, being the point of reference for all people providing tourism services and for tourists throughout the trip. Accompanying tour. grupp is a serious professional who is distinguished by accuracy, punctuality and order in everything in order to:

To have good communication skills, it is also his task to establish good relations with everyone (with clients, with customers, with local authorities, with guides, with staff in hotels, etc.).

The profession teaches to be wise, to have innate communication skills, to have a positive and calm approach to the problems being solved at every moment. This job involves constantly encountering situations where you need to have contact with different cultures and people, requiring the ability of the escort to constantly update and professionally adapt:

It is necessary to have a good historical, geographical, artistic, anthropological and economic background in order to be able to tell about the general features of the cultural heritage or heritage of the visited countries, to be able to combine visits to different cities and historical monuments, parks together with local guides, so to every tour. the trip was a new discovery of civilizations and cultures;

Be able to understand and navigate any geographical maps, diagrams and plans.

The accompanying tour group must also always be present in the most delicate and problematic situations of the trip, thus, with his professional participation, he must resolve any difficulty. For example, he must help and solve the situation for members of his group in case of illness, accident, loss and theft of documents, through the necessary contacts with embassies, consulates and police stations.

Travel Guide Responsibilities:

Represent a travel agency for travel service providers and tourists; - Check and validate all structures and services; - Control at the time of departure the presence of all participants; - Providing participants with a tour. trip detailed itinerary of the trip;

Ensuring communication among themselves of all members of the tour, so that the group (often formed from people who do not know each other before the trip) rallies and becomes a single whole, so that a harmonious atmosphere develops, be able to listen to people's complaints

Providing general information about the places visited (without replacing the local guide) and providing all tourists with competent assistance and assistance in case of minor or serious difficulties that may arise during the tour;

Careful implementation of a pre-designed tour program, observing the schedule and time of scheduled meetings - accompanying the participants of the tour, assistance in solving possible problems that may occur during the trip, such as theft, illness, accidents, loss of travel documents, loss of luggage, unconfirmed bookings, inappropriate hotel rooms;

Provision of possible alternative or optional excursions in accordance with the tour. agency; - acquisition and provision of group members with entrance tickets to museums and tickets for using vehicles; - booking and paying for restaurants; - provision of translation services; - fulfillment of all necessary bureaucratic and administrative formalities related to the trip;

Fulfillment of all bureaucratic formalities related to customs and administrative formalities when traveling abroad; - solving possible problems related to money and currency - ensuring the settlement of tourists in hotels or selected structures; - providing the travel organization for which this service is provided with a detailed report on the progress of this trip, informing it of possible difficulties, shortcomings and problems that have arisen.

The accompanying person is called the tour leader. within a few hours, days or weeks, on the territory of our country, he should become the leader of the group, both for Russian and foreign tourists, or for tourists who arrived from different countries. In this case, the escort needs to create a single cohesive group of different people. He must show and demonstrate his leadership qualities throughout the trip and for different people. Especially in case of foreign tourists, tour. the leader fulfills an important mission: it is he who must explain to the foreign guest the traditions and culture of our country, dispelling prejudices that often harm the image of Russia abroad. In Russia, the requirements for the personnel of a travel company must be given in the job descriptions approved by the head or other documents defining the duties of the employee. Requirements are divided into mandatory and optional.

Mandatory requirements include:

Employee knowledge of their job responsibilities;

Knowledge of the Law Russian Federation"On Protection of Consumer Rights";

Knowledge of regulatory and legislative acts of the Russian Federation in the field of tourism;

Experience in tourism or related fields of activity;

Knowledge of tourist formalities;

Knowledge of a foreign language used in the activities of a travel company (the amount of knowledge, as well as the list of employees who are subject to this requirement, are established by the head).

Availability of special education in the field of economics and management of tourism (for the management of the company);

Regular staff development;

Knowledge of materials, recommendations and other documents of international tourism organizations. For example, the duties of the head of a tourist group (guide) are regulated by the following documents: qualification characteristics of the positions of employees; job descriptions; payment clause.

Basic requirements for leaders of tourist groups:

Certificate of completion of training courses for leaders of tourist groups;

Knowledge of the procedure for processing financial documents (for group travel, when paying with a hotel, restaurant, tour desk, etc.);

Possession of the basics of psychology when communicating with a group (participants of the trip);

Knowledge of the rules for the transportation of tourists and luggage on all modes of transport, customs and border control;

Knowledge of the methods and rules for providing first (emergency) medical care;

Conditions and procedure for insurance of tourists and the head of the tourist group;

Knowledge of foreign language

The head of the tour group can take the group during the trip along the route or accept groups (group guides). The head of the group may be on the staff of the firm or work on the terms of an employment agreement in accordance with applicable law. The escort serves tourists and is responsible for the implementation of the program and conditions of the trip. The listed functions may be the basis for the development of job descriptions for a tourist group guide (Appendix 1).

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 an accompanying person can be carried out 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 of the escort on the route is determined by the approved service program, including the time for preparatory work on the preparation of information materials, for working with tourists, preparing a report and other documents. The accompanying tourist group bears full or limited liability in accordance with the Regulations on the material 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 of service for the group at each point of the route, the procedure and rules for travel, accommodation, meals. One of the important functions of the accompanying tourist group is the registration of the arrival and departure of the tourist group along the route. In case of flight delays, the leader is obliged to inform the receiving and sending travel agency of the time of departure or of the group's refusal to travel further and other changes on the route. The accompanying tourist group is responsible for discipline, order and safety throughout the trip. If necessary, the manager takes measures to provide medical assistance to tourists, facilitates their hospitalization and informs the travel agency about this.


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 vehicles to enter the route.
- 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. The list of personal equipment of a 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 a manager 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
IN) excursion 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
G) social level 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

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