"Touching every visitor", how did Yuntai Mountain do it?

Mountains are the most beautiful expectation, and people are the most beautiful scenery. This sentence is perfect for Yuntai Mountain in Jiaozuo, Henan Province-

"The hard work of tourists makes me feel that this job is very meaningful. "Lin Shijun, a water sanitation worker who works on the water surface of 1.5 million square meters every day and cleans around the clock, said so;

"Tourists say that our toilets are first-class in the country, and I am very proud." The toilet has been swept for 9 years, and the toilet cleaner Wang Xiaojun, who is the ultimate cleaner, said so;

"The praise of tourists is my motivation, and the satisfaction of tourists is my greatest satisfaction." Commentator Zhang Qian said that 13 spent all its holidays with tourists in the scenic spot.

……

Next to the ticketing hall of Yuntai Mountain Scenic Area in Jiaozuo, Henan Province, is the corporate culture exhibition hall of Yuntai Mountain Scenic Area. On one wall, the service concept of Yuntai Mountain is written-"Touching every visitor and making Yuntai Mountain more brilliant". Here are the work photos of employees in various positions in the scenic spot, recording the moments of their normal work. Their simple figures are the best interpretation of the service concept of "touching every visitor".

The ultimate service touches tourists.

Wang Xiaojun, born in 1969, officially became a toilet cleaner in Yuntai Mountain in 20 10, which was nine years. Day after day, he did ordinary work to the extreme. The Baijiayan tourist toilet he is in charge of has always been the 5A toilet in the scenic spot. He said: "To clean the toilet, you should be diligent in your hands, eyes and legs, especially during the peak tourist season." "Don't let Yuntai Mountain lose face" is a sentence that Wang Xiaojun always remembers. For nine years, he has been obsessed with the extreme of cleanliness. Everything in the toilet has been cleaned by him, even the green plants can't escape. Besides cleaning, he taught himself to be a "technician", checking circuits and repairing water pipes.

Guo Youshun, 59, is the oldest sanitation worker in Yuntai Mountain Scenic Area, responsible for the environmental cleaning and maintenance of more than 300 meters near Heilongdong in Hongshixia Scenic Area. Outside the Black Dragon Cave is a cliff more than ten meters deep. In order to clean up the rubbish falling between cliffs, Guo Youshun tied a rope around his waist every day and slipped down from the cliff, his thin body hanging in mid-air. Because of the particularity of his work, tourists call him "Spider-Man".

"If there is garbage, clean it up. I can't remember how many times a day. " Guo Youshun said that garbage cleaning and maintenance work on cliffs like this is at least twice a day. In addition, cleaners often help tourists solve problems. Guo Youshun recalled that once, when a tourist took a photo, his mobile phone accidentally fell to a depth of tens of meters. When the tourists were at a loss, Guo Youshun found a safety rope to hang down and successfully took the mobile phone up. Nowadays, "Spider-Man" on the cliff has become a landscape of Yuntai Mountain, and Guo Youshun has also influenced and touched tourists with his own behavior. On 20 18, Guo Youshun was named "the most beautiful environmental figure in Henan".

"Five in One" wins word of mouth

On June 20 17, in order to further consolidate the strategy of "service first", Yuntai Mountain, which started from service, continuously improved the core competitiveness and brand appeal of the scenic spot, vigorously upgraded the concept of tourism service, and trained its employees in service etiquette, first aid knowledge, professional image and legal knowledge from "not letting a tourist be wronged" to "touching every tourist" to continuously improve their business ability and level.

"If landscape is the appearance of Yuntai Mountain, then service is the soul of Yuntai Mountain brand. We should upgrade resources to emotions and put brand reputation in a more prominent position. " Ma Chunming, director of Yuntai Mountain Scenic Area Administration Bureau, said that Yuntai Mountain Scenic Area has established a "five-in-one" service system in which everyone is a security officer, waiter, cleaner, rescuer and propagandist. In addition, the scenic spot re-customized the image uniforms for key positions, changed the narrator into a "stewardess" waiter, and required all employees to "smile and serve" tourists, set up an image at the front desk and pay attention to services at the background, and comprehensively promoted the implementation of the "five in one" touching service concept. The survey of tourists' opinions in scenic spots shows that the revisiting rate of Yuntai Mountain tourists reaches 25%, and the comprehensive evaluation rate reaches 98%. Tourists recommended by relatives and friends account for nearly 50% every year.

The security system has been put in place.

In order to effectively implement the "five-in-one" service model and effectively integrate into the development and construction of Yuntai Mountain, the scenic spot has further improved the daily management mechanism of standardization work, set up a standardization work leading group headed by the director and secretary, with other team members and department heads as members, set up a quality standard management office, set up a "five-in-one" quality service implementation team in subordinate ministries, and determined a department deputy as a work liaison. The team leader is the executive director and the grass-roots workers are the concrete executors, forming a top-down "five-in-one" quality service network covering the whole situation.

In order to advocate the good deeds of collecting money and being brave, Yuntai Mountain Scenic Area has specially formulated a reward system. According to incomplete statistics, over the past ten years, employees in Yuntai Mountain Scenic Area have done more than 10900 good deeds, such as being brave and helping others. About 87% of the lost property was found in the scenic spot at the first time, and more than 200 pieces were returned to tourists by mail all over the country, saving economic losses for tourists 10.6 million yuan.

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Original title: "Touching every tourist with excellent service —— The second series of reports on the innovation and development of Yuntai Mountain Scenic Area in Henan Province"

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