Summary and Experience of Tourism Practice (2)

Summary and experience of tourism practice: 3 articles

(a) communication skills

Being good at communicating with people is the primary ability that professional service personnel of travel agencies should have. Professional service personnel must know how to contact customers, establish and maintain relationships, learn to listen to others' opinions, express their own ideas, pay attention to the art of communication, be able to distinguish the communication methods that people with different personalities, different occasions, different ages and different cultural backgrounds should adopt, and have correct service awareness and attitude in order to provide quality services to customers.

Ability to cooperate

Tourism recruitment service is not as clear as some material production, and the service personnel at the front or back desk must cooperate with superiors, subordinates, colleagues, customers and suppliers. Professional service personnel should have the overall concept, strong sense of coordination and communication, learn to negotiate with suppliers, cooperate with colleagues, give full play to the roles of different roles, make use of existing factors, provide customers with satisfactory services, and truly play the role of a travel agency as a link and intermediary.

(3) Learning ability

The process of professional service personnel of travel agencies providing services to customers is also a learning process. Service personnel must establish a service model according to the specific needs of customers. The more service personnel know about customers' expectations, the more they can provide quality services to customers. The ever-changing market demand requires tourism service personnel to have the ability to constantly learn new knowledge and skills and have strong adaptability.

(4) Education persuasion.

In the process of tourism service, customers often have to participate in the service process and cooperate with service personnel. Therefore, customers learn the necessary knowledge and skills in the process of consumption. However, many customers, especially those who accept tourism services for the first time, lack consumption experience and sufficient knowledge, which requires professional service personnel to do a good job in guiding and training such customers. Professional service personnel of travel agencies should have the ability to attract people, impress people and convince people through language, know how to express their ideas clearly, concisely and clearly, and provide customers with accurate and understandable information. Service process is also a process of information communication, and personal communication ability directly affects the result of communication.

(5) Enterprise environment and customer knowledge

In the process of service, the more comprehensive you know about the internal environment, market situation and customer characteristics of the enterprise, the more satisfied you can provide customers with services. For example, service personnel are good at observing customers' consumption behavior, putting themselves in customers' shoes, and adjusting service methods according to the characteristics of enterprises, so that service work can be completed more smoothly.

(6) Cultural literacy

Tourism is not only a material enjoyment, but also a noble spiritual and cultural enjoyment. There is no doubt that the professional service personnel of travel agencies should have certain cultural literacy in order to communicate with customers more harmoniously and effectively. If travel agency professionals can "know astronomy above and geography below", they will have extensive knowledge and good mental outlook, which is conducive to emotional communication with customers.

(7) Technical ability

Technical ability is the skill needed to complete a specific service activity. Travel agencies can often train service personnel to master certain operational procedures to meet the needs of their posts. For some newly recruited personnel, having certain technical ability is often the minimum requirement for entering a certain industry. With the rapid development of high technology, travel agencies are constantly introducing new services, and the service technology is becoming more and more complicated. If service personnel lack technical knowledge and skills, they can't provide high-quality services to customers, and technical ability is the basis for tourism service personnel to provide services to customers.

(8) Management ability

Professional service personnel of travel agencies need to establish contact with others, manage themselves, motivate others, handle conflicts, control emotions, etc. in the process of service, all of which are related to management ability. For most travel agencies, many people think that the requirement of this ability is often aimed at decision-making and management. However, under the market-oriented management system, the organizational structure of enterprises has changed from "pyramid" to "inverted pyramid", and the decision-making power of service work has shifted from management departments and functional departments to the front line of service work, and every waiter has become a "manager" of service work. Therefore, management ability is no longer the "patent" of top managers.

Summary and experience of tourism practice 3 1. Internship task

In this internship, we visited the most representative projects of our college in various professional directions: Kaiping Diaolou, Pazhou International Convention and Exhibition Center and Baiyun International Convention Center, Chimelong Theme Park, Guangzhou New Baiyun International Airport, Guang Zhi Travel Agency and hotels, and got a preliminary understanding of the industry background of several professional directions.

2. Internship purpose

Practice is a compulsory course in undergraduate teaching of XX College. As a supplement to the regular classroom teaching, practice enables students to deeply understand the application of classroom knowledge in practice, so as to integrate theory with practice and enhance their perceptual knowledge of the six elements of eating, living, traveling, entertainment and shopping. Learn to think in practice, understand the various elements of tourism in a three-dimensional way, and better assist classroom teaching.

Through practice, I visited tourism-related enterprises and scenic spots, and experienced and observed the basic characteristics of scenic spot management, convention and exhibition venues and their management characteristics, the basic characteristics of accommodation industry, the operating characteristics and management mode of large travel agencies, and the basic characteristics of tourism traffic management.

Learning with questions is the focus and feature of this internship.

3. Internship route

First stop: Kaiping Diaolou

As the first world cultural heritage project in Guangdong Province, the protection and development of Kaiping Diaolou has attracted the attention of the government and all walks of life. Our internship this time mainly includes: visiting Liyuan Scenic Area, Chikan Ancient Town Film and Television City, Ma Jiang Long Village and the original village buildings.

In Liyuan Scenic Area, we visited the main buildings like ordinary tourists and listened to the anecdote of Mr. Xie Weili, the owner of the park. These interesting stories attract everyone's ears; Coupled with these antique towers and room furnishings, this trip is really a feast for eyes and ears.

In Chikan Ancient Town Film and Television City, we are inevitably excited that the pictures that have appeared in more than 40 TV dramas actually appear around us. Looking for something new in every corner of the building. In the exhibition hall of Diaolou in Chikan Ancient Town, we learned about the history, cultural value and historical significance of Diaolou, and initially understood the intangible heritage value behind Kaipin Diaolou as a historical and cultural heritage.

In Long Village of Majiang, we saw another style, a style of primitive ancient village architecture: rolling mountains, endless orchards; The upper parts of several watchtowers emerge leisurely in the green jungle.

While enjoying the beautiful scenery, we also don't forget to consult and learn. Through the explanation of the staff and professional teachers in the scenic spot, I have a preliminary understanding of the management mode and protection work of Kaiping Diaolou as a cultural heritage scenic spot, as well as the contradictions and entanglements between them. By visiting souvenir vendors in scenic spots, we have a preliminary understanding of the internal coordination and contradiction of scenic spot management. These will be elaborated in detail in the next in-depth study.

Second stop: national defense education base

We first came to the exhibition hall of the national defense education base to learn some national defense education knowledge. But in my opinion, the scene was quite chaotic, and the students didn't really know much about national defense. Maybe everyone is too familiar with these histories, so they don't look very serious.

In view of the function of the national defense education exhibition hall, I personally think this is a very meaningful project, especially for young students. I think if we combine national defense education with tourism, we can better promote the ultimate goal of national defense education. The specific way can be: there will be a commentator to explain the history to the visitors, and a three-dimensional studio will be set up to simulate and show the battlefield, so that history can repeat itself on the screen. This can deepen the knowledge of national defense education of student visitors and achieve the ultimate goal. In addition, other activities can be added, such as essays after the visit, which are more suitable for students and can play a role in deepening memory and understanding.

The night spent in the national defense education base was our happiest night. Far away from cities or even towns, there is no computer internet, no cell phone signal, and it is completely isolated from the world. There is no gap and silence between students in the past, and they all have a good time. There is no hierarchical relationship between teachers and classmates, and they can talk freely like friends.

At the suggestion of the teacher, we learned about a part of the accommodation industry similar to that night-youth hostel. Youth hostels originated in Germany and are now popular in Europe, America and Japan. Youth hostels provide multi-person rooms, and several strangers enjoy one room; People in youth hostels share facilities such as showers; Tourists in youth hostels pay attention to environmental protection and personal affairs, and at the same time, they can see a wider world through communication with strangers.

There are already youth hostels in China, but the number is small. There are 1 16 youth hostels in 24 provinces, municipalities, autonomous regions, municipalities directly under the Central Government and Hong Kong Special Administrative Region. As a kind of cheap accommodation, youth hostels are slowly emerging in personal travel, especially backpackers. Through the universal membership card, you can enjoy the preferential prices of booking rooms all over the world and learn more in the interaction with different people. Youth hostels also provide travel advice to their guests, and there is a downloadable reference room on their website.

However, whether this kind of accommodation industry can rise in China remains to be studied. With the Olympic Games, more and more foreign backpackers come to China, and their arrival can promote the consumption of youth hotels. At the same time, during the period when the national living standard is rising steadily, the national travel ability is also improving year by year, not only for group tourists, but also for some individual travelers who like to challenge and get close to nature. They are very stingy with their own funds, even haggle over every ounce. This tourist consumption group will inevitably drive the consumption of youth hostels.

Third stop: Changlong Resort

Guangzhou Changlong Group is a large enterprise group integrating tourist attractions, hotels, restaurants, entertainment and leisure. It owns nine subsidiaries, including Chimelong Happy World, Chimelong International Circus, Chimelong Xiangjiang Wildlife World, Chimelong Water Park, Guangzhou Crocodile Park, Chimelong Hotel, Xiangjiang Hotel, Chimelong Golf Practice Center and Xiangjiang Restaurant. It is the first and only national 5A scenic spot in Guangzhou.

The rapid growth and success of Chimelong has created a legend of a tourism kingdom. On the other hand, its development footprint lies in its ability to open up markets. As a market leader, Changlong's absolute leadership position has been hard to shake.

Chimelong Happy World is a new pearl in the world-class tourism kingdom of Chimelong Group. It is the center of Changlong Tourist Resort, and it is a super-large world-class theme amusement park with international advanced technology and management level, which integrates amusement facilities, stunt theaters, parade performances, ecological leisure, special catering, theme shops and comprehensive services.

Theme amusement parks usually implement the one-vote system, with huge investment and special experience, and the ticket price is of course quite expensive. The location and construction of theme parks must take into account their tourism market. In Guangzhou, located in the corner of the Pearl River Delta, Changlong Theme Park has a relatively rich primary and secondary tourist market, thus ensuring the passenger flow of its theme parks. According to the staff of the scenic spot, the tourists in Chimelong mainly come from the Pearl River Delta. As a short-distance travel destination, Chimelong has also adopted some strategies to promote the sales of Chimelong products in its theme parks, such as a set of cards and a ticket for Chimelong Happy World, which can be combined with other Chimelong products such as water parks and Chimelong hotels to form Chimelong travel packages. There is also the annual card system, which allows you to visit the scenic spots unlimited times in a year, which is more attractive to families with children and a good way to save money for other families who often have distant relatives and friends visiting.

Fourth stop: Pazhou International Convention and Exhibition Center

As the top exhibition hall in China, Pazhou Exhibition Hall is the largest, most advanced and top-grade international exhibition center in Asia, which can meet the needs of large-scale international trade fairs and large-scale trade exhibitions.

As soon as we got off the bus, we were stunned by the majestic momentum. The property right of Pazhou Pavilion belongs to the Ministry of Commerce and is invested and built by Guangzhou Municipal Government. On March 15, 2004, China Foreign Trade Center signed a memorandum with Guangzhou Municipal People's Government, and the Foreign Trade Center officially obtained the right to operate Guangzhou International Convention and Exhibition Center. After the completion of the third phase of Pazhou International Convention and Exhibition Center, the total construction area of the first, second and third phases will reach 6.5438+0.086 million square meters, and the exhibition area will reach 558,000 square meters, which will surpass the world's first Hanover Pavilion.

However, as the largest exhibition hall in Asia, Pazhou is quite imperfect in software and hardware facilities due to its remote geographical location and other reasons. At the beginning of its establishment, Pazhou was three kilometers away from Fiona Fang. Only recently, because of the establishment of the exhibition hall, real estate developers entered, so the surrounding hotels and commercial and residential areas are quite scarce, and there are almost no supermarkets and restaurants near Pazhou. In terms of transportation, there is only one Pazhou subway station as a turnover, which carries most people coming and going. It's quite stressful. Although there are several buses around, the stop sign is not obvious, it is not easy to find, and it is difficult for people to figure out which buses are going to which places. In terms of public security, because Pazhou is remote, almost all facilities have not kept pace, including social security. Almost all the people who come to Pazhou are wealthy businessmen, and the security risks are quite serious.

As the largest convention and exhibition center, its market pressure is also considerable. If we can't open up the market better, the title of world number one will be a disturbing factor. As far as I know, the relevant government personnel and the management personnel of the convention and exhibition center have fully realized the seriousness of this problem, and are constantly strengthening the improvement of their own software and hardware and the provision of surrounding software and hardware facilities. According to the government's development plan of "three zones and five belts" in Pazhou area, the exhibition center has introduced rich exhibition experience and technology from Hong Kong and Macao, and the management company has actively explored the market, and various projects have now flourished.

Fifth stop: Dunhe Apartment Hotel

When I first came into contact with serviced apartments, I was full of curiosity: what is a serviced apartment?

I stayed in an apartment hotel that night, with six people in one room. There are three bedrooms and a living room. There are two beds in each room. A bedroom can accommodate six people at the same time. There is a separate bathroom and cloakroom, as well as a dining table, and the living room is very spacious. The first feeling is that it is very suitable for a family to travel together or a group of friends to go out to play together. You can enjoy the hotel service, stay with your family and friends and play until midnight.

Curious, I looked at the serviced apartment and found that it was not as simple as I expected. The development and management concept of hotel-style apartment is: hotel-style service and apartment-style management. The essence is apartment, but it not only absorbs the better service function and management mode of star-rated hotels, but also absorbs some characteristics of residential and office buildings; It can be used for both residence and office, integrating multiple functions of residence, hotel and clubhouse. It is a comprehensive property. In a serviced apartment, you can not only enjoy the warm hospitality provided by the hotel, but also enjoy the happiness at home, which is very suitable for lazy and busy people.

Sixth stop: Baiyun International Conference Center

Guangzhou Baiyun International Conference Center is a key project in Guangdong Province and Guangzhou City. It is a large-scale comprehensive conference center with a joint investment of about 4 billion yuan by provincial and municipal governments and Yuexiu Group, which integrates meetings, exhibitions, hotels, performances, banquets and office buildings. Upon completion, Guangzhou Baiyun International Conference Center Co., Ltd. will be responsible for its operation and management.

When I visited Baiyun International Conference Center, I always had a question in my heart. Such a huge building complex and such a magnificent conference center not only have huge investment costs, but also very expensive maintenance costs. Its main function is meetings, including Guangdong Provincial People's Congress and performances. What does it make a profit? When will it recover its cost? My question is that although it is a conference center with 2 1 conference halls in Guangdong Province, I feel that more often these conference halls are used to show visitors local characteristics rather than conference functions. If the prefecture-level city government has been holding meetings here and the traffic is inconvenient, it will be charged. For prefecture-level city governments, how many people are willing to come here for a meeting? Perhaps it can be said that the style and grade here can enhance the image of the government, but there are still many problems. For the first time, I feel that the scale of architecture and the scale of economy are not the same thing.

Seventh stop: Guang Zhi Travel Agency.

As an important part of tourism, travel agencies are the enterprises that have the most direct contact with tourists among tourism professionals, and also the enterprises that know the needs and characteristics of tourists best. For us who study tourism, it is of great teaching significance to understand the operation mode and management mode of travel agencies, the requirements of tourism professionals for our classroom study, and the formation of service concepts and psychological preparation of tourism professionals.

Being in China's economic and commercial circle, I can find countless business opportunities from the interpretation of national policies, which is the most profound sentence left by my trip to Guangzhou. We have always only emphasized professionalism and technicality, but never considered the cultivation of political thinking. Fortunately, we also have a compulsory course in Marxism-Leninism. I hope that through the study of these courses, I can enhance my political sensitivity, learn to proceed from the overall situation and find my own development prospects from national policies.

Eighth stop: Guangzhou New Baiyun International Airport

As the most important intermediary factor in the tourist passage, traffic has always been in a position to determine the life and death of a regional tourism industry. The planning and construction of Guangzhou Baiyun International Airport is of epoch-making significance. There is also an airport with international direct flights in South China, and Baiyun Airport has become a southern international passenger distribution center that echoes Beijing in the north. In addition, in recent years, exhibitions, conferences and business exchanges in Guangzhou have become more and more frequent, and the construction of such an airport in Guangzhou has also played a positive role in promoting the development of commerce and economy.

Ninth stop: Star River Bay Hotel

Star River Bay Hotel is located next to Panyu Bridge in Guangzhou, enjoying the charming and exquisite Pearl River. The hotel adopts the design of European Mediterranean castle, which is permeated with the aristocratic atmosphere of court style everywhere. We were deeply impressed by the luxurious texture of the hotel.

During the visit, the quality and conversation shown by the hotel management and staff made us realize the grade of a star-rated hotel. The detailed design of the guest room gives us a deeper understanding of the hotel's service purpose: where are the details and what we want. For example, the design of the door can effectively protect the privacy of guests; The mirror at the door allows the guests who walk out of the door to sort out their images and work with full spirit; The use of the service window can quietly pick up and deliver clothes and shoes for customers; The laser clock on the ceiling can let customers know when they are lying in bed ... all the details are to make people feel kind and comfortable. Including the enthusiastic explanation of the staff, the demand for order and the emphasis on keeping quiet and not affecting the guests' suggestions during the trip, all make people feel the service concept of customer first in the hearts of hotel staff.

But after careful observation and thinking, there are still many questions.

The first is the traffic problem. Star River Bay Hotel is located in a residential area, surrounded by residential buildings, and there is no bus or subway station. Although it is only separated from Pazhou Convention and Exhibition Center by a bridge, it is not convenient to have no cars coming and going. Although the hotel staff explained to us that there will be shuttle buses in the hotel, it is a question how many shuttle buses a hotel with more than 300 rooms needs to be equipped to meet the needs of customers. I'm thinking, since the hotel is in the "one-hour economic circle" and just a few steps away from South China Expressway and Yingbin Avenue, why not take advantage of the convenience of the hotel to give customers a taxi for free or for a fee? For westerners and business guests staying in the hotel, the next trip and meeting are also more convenient. If the hotel can't complete this service independently, it can cooperate with the car rental company to provide cars with better performance.

The second is the problem of tourist market. Hotel pricing and positioning are relatively high. Belonging to a business hotel, the supporting entertainment and leisure facilities are quite perfect, even perfect. The investment is huge and the room price is quite high. What is its target tourism market? The answer to this question that we have always known is rather vague. In addition, they are also communicating and cooperating with travel agencies when they strive for tourists. Then I want to know what percentage of group tourists can and are willing to pay high accommodation fees to travel.

The third is the problem of competitors. In recent years, with the construction of more and more multinational group hotels in Guangzhou and the intensification of hotel construction by local developers in Guangzhou, five-star hotels are blooming everywhere, and platinum hotels are also blooming, and the competition in Guangzhou hotel industry is quite fierce. So what are the advantages of Star River Bay Hotel in such an environment?

I can't explain these problems myself. I hope that I can find a satisfactory answer in the in-depth study and research of professional courses in the future.

4. Issues to be discussed in depth

As the first world cultural heritage project in Guangdong Province, the protection and development of Kaiping Diaolou has attracted the attention of the government and all walks of life. Through what I know, what I see, what I hear, what I think and what I am interested in, I decided to do a deeper research and analysis on Kaiping Diaolou, which not only expanded my knowledge, but also simulated a scheme.

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