How to improve the quality and level of tourism service

Tourism activities are the product of the development of productive forces to a certain stage. In a sense, the history of human activities is the history of tourism activities. However, the emergence and development of tourism as an industry began in modern times. Thomas Cook, an Englishman, organized a group tour from Leicester to Rockburg in 184 1, which marked the beginning of modern tourism and sightseeing. After the reform and opening up, China's tourism industry has gradually realized the transformation from a planned economy to a market economy, and the huge economic and social effects brought about by the development of tourism have aroused widespread concern. In recent years, the tourism industry in China has developed vigorously. With the improvement of people's living standards, people began to like traveling. In your spare time, visiting the beautiful seaside landscape, enjoying the charm of the new look of the ancient city, or visiting the delicious landscape ecology will bring you a relaxing experience. Maybe you can't help but enjoy the beautiful scenery when you see this description, but think about a generation of table tennis star Chen Youming, who died of a sudden heart attack because he was unwilling to spend money on a trip to Hong Kong. What would you do? Sigh or anger! With the rapid development of tourism in China, tourist hotels, travel agencies and tourist transportation have been gradually developed and improved, and people pay more and more attention to tourism. However, there are still many unsatisfactory places, the construction scale has gone up, but the soft service is not in place and the quality of service personnel is low, which makes tourists quite dissatisfied and has many complaints. Therefore, the quality of tourism service is undoubtedly one of the most prominent and interesting issues. So how to improve the service quality of tourism enterprises? First of all, tourism departments and upstream and downstream enterprises should establish a sense of overall service. The service quality of tourism enterprises can be divided into technical quality and functional quality, and the service quality mainly depends on customers' feelings and understanding. That is, according to customer expectations. When the service quality provided by tourism enterprises exceeds tourists' expectations, tourists have a high evaluation of the service quality of enterprises. On the contrary, if the service provided by tourism enterprises is lower than tourists' expectations, tourists have a low evaluation of the service quality of enterprises. Therefore, tourism enterprises should correctly guide customers' expectations, do not give them too high expectations, and provide services according to the actual situation. Make intangible services visible through equipment, facilities and items. For example, before customers buy services, enterprises should do well in advertising and image, and through oral communication with customers, let customers form a preliminary impression on tourism enterprises and guide customers to form realistic expectations for their own enterprises. For the organized reception of travel agencies, the process of tourism is inseparable from the basic elements such as food, shelter, transportation, travel, shopping and entertainment. Some services are beyond the control of travel agencies. For tourists, they may be dissatisfied in some way and buy an unpleasant trip, leaving a gray memory. Therefore, in order to improve the overall service quality, travel agencies should do a good job of internal coordination, and travel agency staff can determine cooperative enterprises through service quality, excluding enterprises with poor service quality. Second, conduct market research to understand the needs of tourists. The customer wants to eat oranges, and then you send watermelons. This is the wrong service direction. Know yourself and know yourself, and you will win every battle. In fact, due to different cultural backgrounds and living customs, tourists have different needs for the same route, so we should provide personalized service for this. According to the market demand, formulate service regulations and service specifications. This is necessary for tourism enterprises. Only by working in accordance with regulations and norms can enterprises enter a virtuous circle. Services should be constantly innovated, and after new projects are promoted, we should seize the opportunity to collect market information in order to improve products. Third, improve the service awareness of employees. On the one hand, the quality of tourism service is reflected in the service skills, but also in the service consciousness of service personnel. Employees are the representatives of corporate image, and tourism service is completed through face-to-face service between service personnel and tourists. Service personnel must have skilled skills and standardized words and deeds in order to provide customers with standardized services and know that services meet customer needs. First, the guest is God. Second, the guest is always right. Third, never say "no" to a guest. Only when tourists enjoy such treatment are they willing to pay their own time and money in the tourism industry and enjoy happiness with trust. It is precisely because of the service consciousness of travel agencies that mountains and rivers are appreciated and history and culture are commemorated. Warm and friendly, guests first. When dealing with some problems, tourism staff should put tourists' interests first, don't overemphasize their own difficulties, let alone bring personal emotions in family life to work, and try their best to meet the reasonable requirements of tourists in their work. Some managers have said that it is better to let employees in a bad mood take time off than to let employees receive guests without smiling faces. It is not easy to reach the professional level in service, which requires the gradual accumulation of actions, words and deeds. Reputation comes first. Reputation is an intangible force and an intangible wealth. Only by being honest and trustworthy and maintaining the reputation of the industry can tourism workers attract customers and maintain the prosperity of their business. Enterprises are greedy for prey, but what they want is not temporary "greed" and interests, but a steady stream of long-term "greed".