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毕业设计（论文）类型：□毕业设计说明书□毕业论文题目：浅谈全陪导游员的带团技巧学生姓名：指导教师：专业：旅游管理/商务英语时间：2012年10月√南通职业大学毕业设计（论文）浅谈全陪导游员的带团技巧1摘要旅游业作为第三产业，近年来发展迅速，为各旅游目的地创造了很好的经济效益和社会效应。但不少问题也渐渐浮出水面，旅游景区容量有限，从业人员素质不高，法律法规不健全等，在这些问题当中，导游员的工作能力参差不齐尤为突出。本文研究了全陪导游员带团技巧的具体体现和建设途径。首先阐述了全陪导游员的地位。其次详尽的介绍了一个优秀的全陪导游员在与人接物，言行举止等方面易于操作的实战技巧。最后提出了加强提高导游员带团技巧的建设途径，呼吁全社会对此问题进行关注，调整导游员的薪资制度，健全行业纪律，才能迎来一个健康行业体系。关键词：全陪导游，旅行社，游客，带团技巧南通职业大学毕业设计（论文）浅谈全陪导游员的带团技巧2AbstractTourismasthetertiaryindustrydevelopedrapidlyinrecentyears,creatingagoodeconomicandsocialeffects.However,manyproblemshaveemergedtoo,touristattractionslimitedcapacity,thequalityofemployeesisnothigh,inadequatelawsandregulations,etc.Amongtheseissues,guidesunevenabilitytoworkisparticularlyprominent.ThispaperstudiesthetechniquesQuanpeitourguidesandconstructionoftheconcretemeansofexpression.BeginsbydescribingtheQuanpeiguidesposition.FollowedbyadetaileddescriptionofagoodQuanpeiguidesJiewuwiththepeople,thedemeanorandsoeasy-to-combatskills.Finallyproposesstrengtheningtheskillstoimprovetheconstructionoftourguidesmeansthatonlyappealtothewholesocietybeconcernedaboutthisissue,adjusttheguidesofthepaysystem,asoundbusinessdiscipline,andbeabletoenjoyahealthytradesystem.Keywords:QuanpeiGuide，TraveAgency，Visitors，WorkingSkills南通职业大学毕业设计（论文）浅谈全陪导游员的带团技巧3目录摘要·················································································1Abstract··················································································21全陪导游员的概念··································································42全陪导游员的地位和作用························································42.1全陪导游是组团社的代言人································································42.2全陪导游对团队的作用······································································43全陪导游带团技巧的具体体现···················································43.1全陪导游与游客的关系······································································53.1.1欢迎词的个性化·········································································53.1.2说话的艺术················································································63.1.3圆满的欢送词·············································································63.2全陪导游与地接的关系······································································73.2.1交接工作要规范··········································································73.2.2加点购物要合法··········································································73.3全陪导游与旅行社的关系···································································83.3.1及时汇报团队情况·······································································83.3.2短信祝福促进感情……………………………………………………………84全陪导游带团技巧的建设途径···················································84.1定期组织行业培训············································································94.2调整导游薪资制度············································································94.3交流方显团结魅力············································································9结束语·····························································································10参考文献··············································································11致谢··············································································12南通职业大学毕业设计（论文）浅谈全陪导游员的带团技巧41全陪导游员的概念全陪服务是保证旅游团（者）的各项旅游活动按计划实施，旅行顺畅、安全的重要因素之一。全陪作为组团社的代表，应自始至终参与旅游团（者）全旅程的活动，负责旅游团（者）移动中各环节的衔接，监督接待计划的实施，协调领队、地陪、司机等旅游接待人员的协作关系。全陪应严格按照服务规范提供各项服务。2全陪导游员的地位和作用2.1全陪导游是组团社的代言人在旅游市场中，组团占了绝大多数的份额。在旅游业发展的这几年里，旅游市场被瓜分给各个旅行社，而每家旅行社为了夸大自己的业务范围，竞争也就愈演愈烈。所以导游带团过程中与客关系以及带团是否顺利直接影响与这批客人再次在合作的可能。如果一次旅游活动顺利完成，不仅能留住这批客人，更能扩大散客业务的范围。客人之间的相互介绍，还能使其他的潜在旅游团队选择该旅行社，这样不仅仅可以规避竞争风险，更能直接有效的树立公司在旅游者心目中的形象。2.2全陪导游影响全团的气氛全陪导游的工作贯穿于整个旅游活动中，与地方接待导游有很大的不同，全陪导游从接客人起就需要第一次亮相，所以全陪导游词的创作就至关重要，其中如何介绍自己，如何提醒客人在旅游目的地提高防范意识，以及在不损害自己应得利益的前提下如何为地接导游合理的加点购物作铺垫等都是需要掌握一定的技巧。第一次好的亮相也将会和客人心心相映，即使接下来的游览过程过偶尔有些不愉快，客人也能一笑置之。尤其，现在很多地接导游为了自己的利益而对客人有所隐瞒甚至变相诱导，只要全陪能处理好三者关系，不仅能满了口袋，更能使客人心甘情愿的积极配合，化险为夷，气氛怡然。3全陪导游带团技巧的具体体现在带团过程当中，掌握并运用技巧尤为重要，易于操作的工作技巧不仅能够提高导游人员的工作效率，规范带团程序。而且能在旅游团队遭遇突发事件时处变不惊，沉着应对，化险为夷，圆满的完成工作任务。而各种技巧的运用主要体现在人际交往中，作为全陪导游员，由于其自身角色的特殊性，要与游客，司机，地接导游员及组团社发生千丝万缕的关系，那么下文就从这些关系加以详细阐述。南通职业大学毕业设计（论文）浅谈全陪导游员的带团技巧53.1全陪与客人的关系全陪导游是组团社的代表，是与游客直接接触的人，所以全陪应解决好与客人的关系，为旅行社留住客户并开发新的客源。所以在对客服务中，全陪导游应掌握以下几个方面的技巧3.1.1个性欢迎辞，幽默注意点全陪导游员的第一次亮相至关重要，它能奠定导游员在游客心目中的形象，所以优秀的欢迎辞就显得尤为关键。欢迎辞一般包括：代表旅行社，导游等对游客的欢迎，自我介绍，行程介绍，旅游目的地的注意事项，以及沿途景点的讲解，预祝旅游顺利等内容。欢迎辞要因团而异。导游面对来自各行各业的游客，不同行业的游客喜好不一，所以导游在表达对客欢迎时，要具体问题具体分析，一般了解以下几种风格的欢迎辞能迅速消除游客和导游初次见面时自然产生的隔阂，建立统一和谐的朋友之谊。接待来自政府机构的游客或是党员，可以用“三个代表”这样的句式，即代表旅行社，代表本人，代表司机这三个主体，符合这类游客的身份，也能让游客感觉到导游员关注时政，与时俱进。接待文化层次比较高的游客，导游也不能落入俗套，“喜迎君至，望予君悦”这样文雅的句式更能迎合这类群体的口味。而接待普通老百姓，欢迎辞的风格则要偏向通俗易懂，这时使用“赵钱孙李是一家，东西南北是兄弟”这种类型的语言不仅可以彰显导游员的亲和力，也能拉近与客人的关系。自我介绍要具有吸引力，能让大家在第一时间记住你。可以在名字上做文章，比如拆字靠名人：“大家好，我叫孙龄，孙中山的孙，宋庆龄的龄”；省会的简称：山东---鲁；寓意深远：“大家好，我叫刘芳，小刘也希望沿途美景给各位留下深刻印象”等。而一些新老导游，男女导游也可以根据自身的特点把自己很好的包装一下，比如“您别看年纪小，可带团经验可不少”“虽然我是老导游，视觉效果有点差，关键时候姜还是老的辣”等。行程介绍要做到详细。全陪导游员需要多次强调旅游目的地的一些注意事项，可以从旅游六要素---吃住行游购娱逐一展开，其中可以穿插笑话，典故以得到更好的效果。沿途讲解要精辟，有趣。因为全陪导游到了旅游目的地后将讲解工作转交给了地接导游，不需要再为客人提供过多的讲解服务，这样会使游客忽视