试论河南导游服务的现状与策略---毕业论文.docVIP

试论河南导游服务的现状与策略 摘要：导游被业界誉为“旅游业的灵魂”、“旅游活动的导演”。休闲体验的经济时代，导游服务在旅游接待服务中发挥着核心与纽带作用，其质量水平已成为现代旅游者休闲体验质量高低的最敏感标志。旅游业的发展越来越依赖于导游服务质量整体水平的提高，这对当前导游人员素质培养与提高提出迫切要求。本文试就导游业现状进行分析，提出如何提高导游服务质量的策略。 关键词：导游服务 现状 策略 目 录 第一章 绪 论 1.1 研究背景 1.2 研究现状 1.3 研究目的 第二章 导游业现状及存在的问题分析 2.1导游人员整体素质不高，服务质量难以保证 2.2兼职导游比例大，导游服务不稳定 2.3导游地位不高，难以吸引人才 2.4游品牌塑造不够，缺乏“标杆”导游 第三章 解决导游业存在问题的策略 3.1提高导游人员综合素质 3.2杜绝导游活动中缺乏诚信行为 3.3规范完善导游人员薪金制度 3.4对导游人员进行合理激励 3.5加大宣传力度，塑造“星级”导游 3.6完善导游服务质量管理 第四章 我省旅游前景 第五章 结论 Outline Ⅰ. Introduction The research background Research status Research purpose Ⅱ.Guide industry situation and existing problems of analysis Guides personnel to the overall quality is low, service quality to guarantee Guides personnel degree generally very low. Guides personnel rank low. Master small language tour guides small proportion. Guides personnel younger. Part-time tour guide proportion is large, tour guide service instability Guide status is not high, hard to attract talents Guide brand shaping is insufficient, lack of benchmarking guide Salary is not high. Dont respect by tourists. Maintain guide rights voice is not big. Ⅲ. To solve problems of strategy guide industry A. Improve the guide comprehensive quality B. Eliminate tour activities lack of honesty behavior C. Improving the standardization of guides personnel salary system　 1. Comprehensive considerations, determine the tour guides remuneration level. 2. According to customer satisfaction and increase the workload with regiment extend guides personnel allowances. D．To guides personnel rationally incentive 1. Emotion motivation. 2. Rewards and punishments incentive. E．Raise guide their own level, shaping star guide 1. Hire knowledgeable in old people as a guide. 2. Strengthen the tour guide business ability training, held various guide contest, F．Perfect guides service quality management 1. Establish guides service quality monitoring system. 2. Control guide service deviation. Ⅳ. In our province tourism prospects V.