Accompanied by an adult from the tourism station. Development of recommendations for organizing tourist escort. Tourist information support

Tourist information support

Tourist memos are used as informational support. At its core, a tourist memo is a kind of cheat sheet for travelers. It has no legal significance. Nevertheless, the presence of the memo speaks of the professionalism of the company's employees, their concern for the convenience of the tourist, since the memo concisely outlines practical information, which is often not included in the documents.

A sample memo to the tourist can be viewed in Appendix B.

Accompanying tourists on the route

The head of the tourist group, while accompanying a group of tourists, is responsible for discipline and order in the group, for full and high-quality service, for observing the terms of stay abroad, for observing the route, for the safety of life and health of tourists, for the safety of property of tourists, for protecting the environment .

Before the beginning tourist route The team leader must:

Come to the office of the company to receive a package of documents no later than 17.00 the day before departure;

Check the completeness of documents for a tourist trip and the correctness of their execution;

Familiarize yourself with: the tour program, route description, data on the country of visit, local features, customs, laws and rules of conduct;

Instructions on actions in emergency situations (illness, death of a tourist, detention of a tourist by the authorities, fire, traffic accidents, etc.);

Addresses and telephone numbers of the embassy, ​​consulate or representative office of Russia, assistant of the insurance company, police, nearest hospital, host company.

Get:

Travel group and individual documents;

4 approved lists (if the list is on an air or railway crossing or different transitions for entry and exit, then 5 approved lists);

4 photocopies of the list;

1 pack with photocopies of tourist passports;

Invitation;

Power of attorney of the head;

Landing list of tourists with phone numbers and addresses;

Phones of the host company;

Data on customs and fiscal formalities when crossing the border;

Transport data (schedule, flight number, departure time, checkpoints across the border of the Russian Federation, names of destinations) during the route;

Data on standard time at the place of the tour, as well as on prices, tariffs for communication services and other typical services that the manager and tourists may need;

Act on registration of an insured event;

Necessary set of medicines for first aid medical care.

When accepting travel documents, the manager is obliged to check the availability of all documents in the folder and carefully check the correctness of their completion. From the moment the documents are handed over, the manager bears full responsibility for the consequences associated with errors in these documents.

Group leaders take the first places on the bus in order to be able to work with the group, quickly resolve issues, and follow the road. If there are two firms (groups) on the bus, then one group occupies one half of the bus, and the other group occupies the other half.

When boarding the bus, the leader must introduce himself and remind the tourists which company they are traveling with.

During the boarding of tourists on the bus, it is necessary to check the availability of documents:

1. Passport (passport must be checked against the approved list);

2. If this is a child under 18 years old, and he is traveling with one of the parents - the original birth certificate + parent's Russian passport + international passport;

3. If the child travels unaccompanied by parents - consent to the accompanying person, passport, original birth certificate. In the event that a tourist is removed from the route when passing through border control due to non-fulfillment of official duties (when the tourist boarded the bus, the leader did not check the documents), the tourist will be delivered to the place of residence at the expense of the group leader.

The head is obliged to conduct a brief briefing with tourists on safety, prevention and prevention of cholera and the basic rules for staying on the territory (collect signatures in the briefing).

During the stay on the route, the leader should not make any additional payments, except for those that he was told at the office. If there is any deviation from the program - inform the office of the Russian Federation. For any actions committed by him and independently made decisions, as a result of which the company incurs losses, the head is financially responsible. Therefore, in order to avoid such cases, call the office (or mobile responsible managers) and report the situation.

During the border crossing, border guards need to submit for verification 4 approved lists (originals), an invitation, employment contract, power of attorney and photocopies of tourists (each photocopy must be numbered according to the lists and in the same order). All these documents, except for the group lists (originals), must be returned by the border guards.

Tourists must follow passport and visa control on the Russian and Chinese sides strictly by list number, the leader on the Russian side goes last. After passing the border and the passport and visa service in the Russian Federation, you need to pick up 3 lists with seals, in China - 2 lists. Back to Chinese border- 1 list. After passing the Russian border on the way back, the leader must definitely pick up the original list with red (blue) exit stamps. Without a list, the report from the head is not accepted.

All costs for return forgotten list from the border, the leaders carry on their own.

Upon arrival, according to the instructions received at the office of the travel agency, the manager must contact the responsible persons (contacts are also obtained at the office of the travel agency), give the boarding pass, specify the number of people in the group, the date of the return exit and what stops will be on the way back. On the way back, the day before departure, check the departure time of the group.

Settle tourists in a hotel. Check how settled (go to each tourist in the room and see if everything is in order).

Attend breakfast and dinner. If the tourist wants to help change money, organize an excursion, etc. Post an information sheet on the bulletin board.

Meet with representatives of the host company, agree on the actual service program, make changes if necessary;

If there are factors that may affect the change in the program of a tourist trip, the duration of stay abroad, possible threats to the life and health of tourists, take all possible measures to eliminate these threats, immediately report this to the management of the travel agency and in the future follow all orders of the travel agency.

In the event of an accident, the manager must draw up an accident report in front of witnesses. One day before departure, inform the time and place of departure. Instruct tourists that all the bags being transported have signs with the name of the travel agency and the name of the tourist attached to them, the bags are loaded onto the bus (truck).

On the day of departure, check the loading of luggage of tourists on the bus (truck) and unloading at the bus station. Control the presence of tourists at the bus station and the procedure for weighing luggage. Ensure the organized unloading of tourists' luggage and the passage by the group of border and customs control on the territory of the Russian Federation.

The manager does not have to pay any additional fees, such as wheel decontamination, bus fines, etc.

After passing through the Russian customs, control the loading of tourists' luggage, taking into account stops along the route. If a truck is following the bus, then warn the truck driver not to open the truck without the presence of a leader. The truck opens in the presence of all the leaders who followed the route. When unloading, the leader must be present to follow the order of unloading (in order to avoid cases of theft of personal belongings of tourists). Things from the truck are issued according to the issued coupons with a number.

At intermediate stops along the route, keep an eye on the trunks. Make sure that all tourists got their luggage and went home. In case of loss of luggage (bags), inform immediately the manager and the police.

In the process of implementing 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 are usually always accompanied by group leaders or tour 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. The head of the 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 Required documents at the office of the travel agency, they arrive at the place of departure of the vehicle (in some cases, 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 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. 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 service. 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.

Manager travel company in charge of customer service, together with the head of the travel agency, 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 tourism 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 great danger For Russian tourists represent a 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 deeds.

For a successful tourist trip, the psychological climate in the group is of great importance. 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 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 (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 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 his appearance, to serve as an example of the correct treatment of both tourists and service personnel 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 from the head of the tourist group is required:

• 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 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 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 a bus route, the head of the tourist group is in constant contact with both 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 trip, 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.

When preparing for the route, the group prepares means of transportation (boats, snowmobiles, skis, etc.). From them technical condition depend 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 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. Here is placed short plan work of the instructor 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 around the campfire, games 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 escort by car or motor transport on the route, the correct distribution of cargo between the participants becomes an important task. Personal equipment 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 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.

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 tourists are on the route, the instructor must take the necessary security measures, stop movement, place 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, public order authorities, local authorities rescue on the waters, 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 initial and destinations 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.

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 a tourist route, including methods of oral presentation and practical methods of organizing it. 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 clients, service partners allows the travel agency manager to improve the organization of tourist services in the provision of various services provided for by the tour program.

Rights and obligations of the head tourist groups are determined by the job description. Job description The head of the tourist group contains a detailed list of 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 leader is obliged to inform the receiving and sending company 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.

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 assist the injured tourists. The procedure for resolving 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 compliance by the host company with the agreed terms of service and the 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 of tourist 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 the local population. With poor knowledge of a foreign language, the head of the tourist group needs to pay special attention to the study of international tourist terminology and abbreviations, as well as to 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, a great danger for Russian tourists is prolonged exposure to the sun, swimming in the sea in prohibited 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 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 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. Such situations should be smoothed out by all possible means in order to reconcile the conflicting parties and 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 (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 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 should make sure that those members of the group who experience certain difficulties: age, psychological, physiological, find themselves in the best conditions, if possible.

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, the head of the tourist group is required to:

Know the rules of conduct and safety on the railways;

Conduct briefings with tourists about the rules of conduct on the railways, travel in 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 a tourist group, the difficulty of traveling on an air route lies in the special rules for issuing transport documents before an aircraft takes off, in cases of cancellation or delay of a flight 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 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 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.

The specificity of the bus route lies in the fact 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 trip, 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. 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: 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. 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 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 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 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 entertainment and cultural programs, singing songs by the fire 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 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 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. For a general orientation in this matter can be used. The instructor must plan for a gradual increase in mileage. So, in a hike 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 start and end points of the 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 who have passed along 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".

Lesson Plan #1

Discipline:

Subject:

. Fundamentals of organizing a tourist trip.

Group: T-21

Lesson type : learning new material

Type of lesson: lecture

Learner-Centered

educational goal:

Consider the concepts of "tourist trip", "excursion", "walk", "weekend", "recreation", "passive rest", "active rest"

educational goal

Development goal

Basic concepts:

Literature:

Lesson progress:

Development of a plan for briefing tourists.

Ministry of Education and Science of the Republic of Buryatia

GBOU SPO "Buryat Republican Agrotechnical College"

Lesson Plan #2

Discipline: MDK 02.01. Technology and organization of tourist escort

Subject: Preparing a tourist group for a trip. Monitoring the readiness of the group for the tour.

Lecturer: Shoidonova G.G.

Group: T-21

Lesson type : learning new material

Type of lesson: lecture

Technology used in class:student-centered

educational goal:

Consider the concepts

To contribute to the formation of skills and abilities to assess the readiness of a group for a tour;

educational goal: development of cognitive interest, logical thinking

Development goal: development of algorithmic and logical thinking, visual and auditory memory, mindfulness, development of psychological qualities.

Basic concepts:tourist trip, trip itinerary, parking, walk,« », « Travel credit certificate ».

Literature:

1. Chernykh N.B. Travel and customer service technology. Tutorial. – M.: Academy, 2006.
2. Osipova O.Ya. Transport services for tourists. – M.: Academy, 2008.- 384p.
3. http://hw4.ru/tourist-clothes Electronic tourist encyclopedia for tourists going on a hike

Lesson progress:

Independent work (by KTP):Work with samples of tourist documents.

Ministry of Education and Science of the Republic of Buryatia

GBOU SPO "Buryat Republican Agrotechnical College"

Lesson Plan #3

Discipline: MDK 02.01. Technology and organization of tourist escort

Subject: Preparing a tourist group for a trip.

Checking the availability and correctness of tourist documents (passport route, visas, insurance, vouchers, tours, tickets for transport services).

Lecturer: Shoidonova G.G.

Group: T-21

Lesson type : learning new material

Type of lesson: lecture

Technology used in class:student-centered

educational goal:

review the concepts

Contribute to the formation of skills to assess the readiness of the group for a tour;

educational goal: development of cognitive interest, logical thinking

Development goal: development of algorithmic and logical thinking, visual and auditory memory, mindfulness, development of psychological qualities.

Basic concepts:

agreement on tourist services, tour package form TUR-1, tourist voucher; insurance policy, tourist memo, travel documents; receipt of documents

Literature:

1. Chernykh N.B. Travel and customer service technology. Tutorial. – M.: Academy, 2006.
2. Osipova O.Ya. Transport services for tourists. – M.: Academy, 2008.- 384p.

Lesson progress:

Independent work (by KTP):Preparation of reporting documentation.

Ministry of Education and Science of the Republic of Buryatia

GBOU SPO "Buryat Republican Agrotechnical College"

Lesson Plan #4

Discipline: MDK 02.01. Technology and organization of tourist escort

Subject: Preparing a tourist group for a trip. Conducting tourist briefings.

Lecturer: Shoidonova G.G.

Group: T-21

Lesson type : learning new material

Type of lesson: lecture

Technology used in class:student-centered

educational goal:

Contribute to the formation of skills to assess the readiness of the group for a tour;

- Monitor the readiness of the group, equipment and Vehicle to the route exit

educational goal: development of cognitive interest, logical thinking

Development goal: development of algorithmic and logical thinking, visual and auditory memory, mindfulness, development of psychological qualities.

Basic concepts:

Tourist briefing, Federal

Literature:

1. Chernykh N.B. Travel and customer service technology. Tutorial. – M.: Academy, 2006.
2. Osipova O.Ya. Transport services for tourists. – M.: Academy, 2008.- 384p.

Lesson progress:

Independent work (by KTP):

Ministry of Education and Science of the Republic of Buryatia

GBOU SPO "Buryat Republican Agrotechnical College"

Lesson Plan #5

Discipline: MDK 02.01. Technology and organization of tourist escort

Subject: Preparing a tourist group for a trip. Rules for organizing tourist trips, excursions.

Lecturer: Shoidonova G.G.

Group: T-21

Lesson type : learning new material

Type of lesson: lecture

Technology used in class:student-centered

educational goal:

Consider concepts - instructions for tourists,

Contribute to the formation of skills to assess the readiness of the group for a tour;

educational goal: development of cognitive interest, logical thinking

Development goal: development of algorithmic and logical thinking, visual and auditory memory, mindfulness, development of psychological qualities.

Basic concepts:

Guide for touriststourist trip, normative documents, route - qualification commission (MKK).

Literature:

1. Chernykh N.B. Travel and customer service technology. Tutorial. – M.: Academy, 2006.
2. Osipova O.Ya. Transport services for tourists. – M.: Academy, 2008.- 384p.

Lesson progress:

Independent work (by KTP):

Ministry of Education and Science of the Republic of Buryatia

GBOU SPO "Buryat Republican Agrotechnical College"

Lesson Plan #6

Discipline: MDK 02.01. Technology and organization of tourist escort

Subject: Preparing a tourist group for a trip. Organizational requirements and specifics various kinds tours

Lecturer: Shoidonova G.G.

Group: T-21

Lesson type : learning new material

Type of lesson: lecture

Technology used in class:student-centered

educational goal:

Consider conceptstourism product,

Contribute to the formation of skills to assess the readiness of the group for a tour;

educational goal: development of cognitive interest, logical thinking

Development goal: development of algorithmic and logical thinking, visual and auditory memory, mindfulness, development of psychological qualities.

Basic concepts:tourist trip, trip route, parking, walk, time period, group formation, complexity of the stages of the trip, compilation and development of the route.

Literature:

1. Chernykh N.B. Travel and customer service technology. Tutorial. – M.: Academy, 2006.
2. Osipova O.Ya. Transport services for tourists. – M.: Academy, 2008.- 384p.

Lesson progress:

Lecture

1. Technological stages of tour development

2. determination of types, forms and elements of the tourist product, the frequency of its provision

3. analysis of real costs for the development and implementation of the tourist product intended for sale

Consolidation of acquired knowledge

Conversation, written work in a notebook

Homework: Build a diagram based on the lecture

Assignment in a notebook

Independent work (by KTP):

An important feature of the organization of tour services is the provision of escort services. The most common are the services of a team leader in group tours. As a rule, either full-time employees of a tourist enterprise, or the most experienced tourists. A separate agreement is concluded with the head of the group, according to which certain duties are assigned to him during the tourist trip. The main task of the group leader is the implementation of the tour program, as well as representing the interests of the travel company in the face of service providers. In some cases, these functions are performed by representatives of a travel company located in the country of destination during the mass tourist season.

One of the features of the provision of escort services is the escort of individual tourists. It is quite obvious that it is impossible to assign a leader or an escort to an individual tourist (with the exception of escort services in business tours). Therefore, as an escort service for individual tourists, tourists are provided with additional information about who represents the interests of the tourism company in a particular country, how and with whom to contact in case of any incidents or misunderstandings, as well as maintaining constant communication with individual tourists from the travel company. Accompanying individual tourists requires a particularly careful attitude to the organization of the communication process. It should be remembered that these services should not be perceived by the tourist as intrusive guardianship, but at the same time, he should not feel abandoned in the host country.

An important element of tourist services that affects the perception of the quality of the tour as a whole is the provision of "meeting - seeing off" services. Mandatory presence of a staff member tour. company, both at the time of the departure of the group and upon its return, often eliminates or at least mitigate the possibility of a conflict situation, increases the confidence of tourists in the tour. company, and also plays an important organizational role. The presence of such a service allows you to clarify the program of stay, make the necessary adjustments, almost immediately identify the causes of dissatisfaction individual tourists. As a rule, if the consumer had the opportunity to immediately express claims and they were perceived by the responsible employee of the tourist enterprise, then even with certain disruptions to the program or the provision of certain services of inadequate quality, the consumer does not require compensation for damage later (we are not talking about poor-quality services that entailed real damage to the health or property of the tourist).

Control as a management function is present at all stages of tour operating. In this case, control over the results of tour activity is considered. enterprises for a period (usually a year or a season) carried out according to several indicators: financial, quantitative and qualitative. Control usually completes the tour operating process and its data serve as the basis for starting a new stage of planning for the next period.

The complex nature of tourist services makes it difficult to develop a single indicator of the quality of the tour operator's work. In addition, with a final unified understanding of the quality of service for tourists, there are two approaches to determining the quality of the work of a tour operator: agency and consumer.

The agency approach means the relation of the travel agent to the tour operator. The following indicators of the quality of the tour operator's work are of the greatest importance for the partner agency network:

clarity and efficiency in working with travel agents;

stability of activity for a long time;

optimal ratio of price and quality of tourist services;

staff professionalism, individual approach to partners;

favorable pricing policy low prices, high commissions, bonus system);

high quality of offered tourist services;

information openness, reasonableness of promotional activities, high quality of catalogs;

goodwill at business and personal levels;

a wide range of offers and additional travel services;

constant work to expand the range of services;

convenient location and respectability of the office;

trusting and friendly relations with the management of the company.

The consumer approach - to the definition of quality concentrates on deepening the concept of quality of service for tourists.

Tourist service is characterized not only by complexity, but also by such specific features as intangibility, intangibility, inability to transport and store, as well as significant dependence on a specific performer (guide, guide, instructor, etc.). Tourist services are consumed in the quality in which they are produced. This quality is influenced by a lot of direct and indirect factors, such as the material base, resources, technologies, infrastructure, etc. In assessing the quality of a tourist product by consumers, such properties as reliability, safety, information reliability, psychological comfort are also important.

Tourist services must satisfy a whole range of diverse needs: transportation, food, accommodation, educational excursions, sports and entertainment events, etc. During program tours, it is proposed to meet the specific needs of treatment, business meetings, trips, etc.

The quality of the tour determines the composition of services, their level, program and animation approaches, and the qualification of the guide.

Summarizing the above, we can formulate the main characteristics of the quality of tourist service:

• - consumer quality of each individual service(accommodation, meals, delivery, excursions, etc.);
• - functional compliance of services with the requirements of a certain segment of consumers (differentiation);
• - high-quality technology for the provision of services (its ergonomics and comfort);
• - Guaranteed provision of prepaid services;
• - service animation;
• -guaranteeing the safety of life, health and property of citizens and the environment;
• - personnel qualification.

The main characteristics of the quality of service for tourists are very important to observe and adhere to, this has a good effect on the further development of the tourism business.