Organization of tourist escort lectures. Organization of tourist route support. Accompanying tourists on the route

Organization of reception and escort of tourists ( tourist group).

Compilation and submission of travel information on the tour route; display of tourist sites.

Since my travel agency Novy Sputnik did not receive tourists, then, based on theoretical experience and the material covered, I can say the following. When driving public transport to objects of tourist interest, the leader of the tourist group must provide travel information. Travel information is brief information about the objects of the tourist display, which is given along the route of the group along the route. It should be easily perceived by tourists, be brief, but at the same time sufficient and accurate so that the tourist can form a general picture.

Tourist display objects are understood as objects of cultural and natural heritage, as well as other objects that can satisfy the spiritual and intellectual needs of tourists.

The algorithm or structure of the travel information is as follows:

name of the property;

description of the object;

brief historical background;

time of construction and architect;

modern purpose.

Preparation for work with tourists, preparation and execution of documents by the RTG (accompanying) of the host company

Tourist service program

The main documents of the head of the tourist group include the following documents:

  • 1. Task plan
  • 2. Maintenance program
  • 3. RTG memo
  • 4. Group list
  • 5. Vouchers (for accommodation, transport, excursion services)
  • 6. Copy of the cost estimate of the host travel agency
  • 7. Power of attorney from the directing travel agency to sign the act of service
  • 8. Documents confirming the booking of return tickets.

At the meeting of the tourist group, the RTG should make an opening speech in which he:

  • 1) Greets tourists, calls his full name.
  • 2) Names the company from which he works, its address.
  • 3) Briefly talks about the place of residence and food for tourists.
  • 4) Introduces tourists to the excursion program.
  • 5) Draws the attention of tourists, how many excursions will be with the use of custom vehicles, and how many with public transport.
  • 6) Conducts a brief briefing on the rules of compliance with safety regulations on the route.

The RTG also informs the place of bus delivery for the next event. In continuation of work with the group, it is necessary to ensure that all tourists know where and when the bus is served for further excursions. Clearly indicates the place and time of the gathering of the group for further excursions.

Chapter 3. Organization of service on the tourist (excursion) route

1-2 days before the reception of the group, the head of the tourist group receives a package of documents and conducts preparatory work on the service program.

  • 1) Checks the compliance of documents with the tourist service program and specifies the working days of museums in accordance with the tour program;
  • 2) Thinks over the optimal ways for the group to travel by public transport or ordered vehicles to objects of tourist display and interest;
  • 3) Prepares travel information;
  • 4) Makes a list of leisure activities;
  • 5) Visits the hotel - the place of residence of tourists, gets acquainted with its structure, services, leisure centers, etc.;
  • 6) Get acquainted with food points;
  • 7) On the eve of the arrival of the company, you need to specify the address and time of the bus, its tail number;
  • 8) The RTG must obtain the phone number of all enterprises involved in organizing tourist services.

Organization of tourist accommodation is as follows. The RTG escort, RTG from the host company and the hotel administrator take part in the accommodation. The RTG of the host travel agency presents the hotel administration with a direction for accommodation and find out from the administrator the procedure for registering tourists. The escort presents a list of tourists. It is necessary to announce to tourists that they:

  • 1) Must make sure that the inventory in the room matches its description;
  • 2) That some services are additional and paid in cash;
  • 3) That the damage caused to tourists is compensated at the expense of the perpetrator;
  • 4) Warn tourists that after 24:00, tourists must observe silence.

Catering for tourists can be carried out in three ways:

  • 1) By confirmation coupons;
  • 2) By one-time coupons;
  • 3) Without the use of coupons

The head of the tourist group must remember that when drawing up a service program, one must take into account the fact that food points should not be far from the place of residence. Otherwise, tourists must be provided with a transfer. Food service order:

Tourist service time

For breakfast an average of 30 minutes, lunch and dinner 40 minutes

Dinner no later than 19:30.

Departure of tourists is carried out with the help of a transfer, which is organized by the host travel agency, accompanied by a RTG from the host travel agency.

Registration of reporting documents is carried out on the last day of service, within 2-3 days a financial report is drawn up. Before the end of the trip, you must receive a written review of the trip from the tourists. The act of service is the main document when calculating the costs on the route between the sending and receiving travel agencies.

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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 places of transit passage outside the sphere of competence local guide. Usually this is a professional working on behalf of a tour operator, travel agency or local tour development authorities. 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 common features of the cultural heritage or heritage of the countries visited, to be able to combine the visit different cities And historical monuments, parks along with local tour guides, so that each 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 must become the leader of the group, both for Russian and foreign tourists, or for tourists who have 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 personnel travel company must be given in 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 foreign language used in the activities of the 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 (urgent) 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.

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 start of the tourist route, the leader of the group 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;

The necessary set of medicines for first aid.

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 case of removal of a tourist from the route when passing border control associated with non-fulfillment of official duties (when the tourist boarded the bus, the head did not check the documents), the delivery of the tourist to the place of residence is carried out at the expense of the head of the groups.

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 similar cases- call the office (or mobile responsible managers) and report the situation.

While crossing the border, the border guards need to submit for verification 4 approved lists (originals), an invitation, an employment contract, a power of attorney and photocopies of tourists (each photocopy must be numbered according to the lists and lie 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 expenses for the return of the forgotten list from the border are borne by the leaders themselves.

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 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 factors arise that may affect the change in the program of a tourist trip, the length of stay abroad, possible threats to the life and health of tourists, take all possible measures to eliminate these threats, immediately inform the management of the travel agency about this and continue to 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 manager. 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.

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