Solutions to improve tour guides' communication and behavior with tourists in Xuyen A Tourism & Trade Joint Stock Company

Regarding labor recruitment: priority is given to young workers with at least one year of experience in tourism, professional expertise, and good character.

Regarding training and development of human resources: continue to improve the professional qualifications of the company's staff and tour guides, foster communication skills with customers and over the phone, professional ethics, and attitude towards work and especially towards tourists.

Regarding management policy: Have a clear reward and punishment system, set out regulations that employees must follow.

Regularly ask for customer feedback to improve work efficiency. Pay attention to each customer, serve wholeheartedly and thoughtfully.

Create a bond between employees and the company.

Create a fun, friendly collective atmosphere, creating conditions for employees to work well.

Pay attention to training and retraining of tour guides, with special attention to training their communication skills.

Xuyen A Tourism & Trading Joint Stock Company

No. 48 TRAN PHU NGO QUYEN HAI PHONG

0313.592.088- FAX: 0313.834594

E-mail:dulichxuyena@gmail.com website:xuyenatour.com

SURVEY FORM

Your valuable comments will help us improve our service quality. In this questionnaire, please mark X in the corresponding box.

1. When picking up guests

 Go to the guest and greet

 Be attentive and friendly to guests

 Keep a sincere innocent smile

 Waiting for customer's opinion

2. When serving customers

 Find out customer needs

 Product illustration introduction

 Guest guide

 Convince customers

 Listen to customer feedback

 Customer service

3. When seeing off guests

 Warm and caring attitude

 Say thank you to the guest

 See guests off to the door, say goodbye for the last time

 Goodbye and see you again

 Express your desire to be served next time.

 Waiting for the bus to leave.

Thank you very much for your help!

Customer expectations for tour guides

Professional qualifications

Ability to build trust and confidence

Agile, dynamic

Enthusiastic, friendly, polite in communication

Attention to individual customer needs

Appearance and dress of staff

Guest reviews on tour guide quality

Unit %

Criteria

Least	Jar often	Good	Very Good
Ability to build trust and confidence
Agile, dynamic
Enthusiastic, friendly, polite in communication
Attention to individual customer needs
Professional qualifications
Appearance and dress of staff

Maybe you are interested!

The proportion is calculated on .... survey forms.

Customer composition data over the years

Unit:%

Guest Components

Year 2008	Year 2009
Officials and civil servants	20	30
Employees	40	45
Students	10	15
Other objects	30	10
Total	100	100

Source: Xuyen A Tourism and Trade Joint Stock Company

Number of company customers over the years

Guest

Year 2008	Year 2009
Hai Phong	3.330	4,880
Other cities	170	70
Total	3,500	4,950

Source: Xuyen A Tourism and Trade Joint Stock Company

10 in 1. Tour Guide, Who Are You?

1. Butler: always has to wake up the earliest, go to bed the latest, and take care of the guests' food and sleep.

2. Nanny: always accompany the group to help when needed, inform about the time and remind everyone to follow the schedule.

3. Liaison: Maintain regular contact with service providers: hotels, restaurants, and car rental agencies.

4. Supervisor: check the facilities and service quality of the partners to see if they meet the customers' needs according to the contract.

5. Event organizer: plans for issues that arise during and group activities during the tour.

6. Negotiator: arranges and negotiates issues arising within the group or between guests and other parties.

7. Problem solver: on behalf of the travel company, solve all problems and incidents that occur during the tour.

8. Cheerleader: Tell funny stories, sing and dance, entertain guests on the way.

9. Interpreter: interpret for guests or local people in normal communication or when shopping.

10. Teacher: present, explain, answer questions about tourist attractions for guests .

REFERENCES

1. Tran Thuy Anh, Cultural tourism behavior, Hanoi National University Publishing House, 2004.

2. Le Thi Bung, Behavioral Psychology, Education Publishing House, 2001.

3. Trinh Xuan Dung, Communication skills, Hanoi National University Publishing House, 2004.

4. PTS. Nguyen Van Dinh, Textbook of Psychology and the Art of Communication and Behavior in Tourism Business, Statistical Publishing House, 1995.

5. Prof. Dr. Nguyen Van Dinh, Dr. Tran Thi Minh Hoa, Tourism Economics Textbook, Labor - Social Publishing House, 2004.

6. Dinh Trung Kien, Tour guide profession, Hanoi National University Publishing House.

7. Tran Duc Thanh, Introduction to tourism science, Hanoi National University Publishing House, 1999

8. Bich San, Travel guide, Culture and Information Publishing House, 2006.

9. Associate Professor, Dr. Doan Thi Hong Van, Communication in business and life, Statistical Publishing House, 2006.

10. Nguyen Dinh Xuan, Psychology of business administration, National Political Publishing House, 1998.

11. Nguyen Quang Vinh, Lecture on tourism management, University of Social Sciences and Humanities.

Xuyen A Tourism & Trading Joint Stock Company

No. 48 TRAN PHU NGO QUYEN HAI PHONG 0313.592.088- FAX: 0313.834594

E-mail:dulichxuyenah@gmail.com website:xuyenatour.com

COMMENT LETTER

GROUP CODE:

Full name................................................................ Date of birth/ :..............Male 

Female 

Contact address:..........................................................................................................................................

Phone number: ...........................................................................................................................

Tour guide name:..........................................................................................................................

Tour program:................................Departure date......................................................

Dear customers!

To serve you better and better. Xuyen A Tourism and Trade Joint Stock Company would like to sincerely thank you for your comments. Please use this form and send it to us by post or give it to the tour guide during the tour. We wish you a happy and safe trip! Sincerely thank you!

YOUR COMMENTS

GOOD	RATHER	TB	LEAST
Programme				
Tour guide				
Hotel				
Restaurant				
car				

Other comments, suggestions and recommendations:

................................................................ ................................................................ ..............................................

Please let us know your travel plans for next year:

................................................................ ................................................................ ..............................................

Expected location:

................................................................ ................................................................ ..............................................

Estimated time:

................................................................ ................................................................ ..............................................

Xuyen is pleased to serve you!

Solutions to improve tour guides' communication and behavior with tourists in Xuyen A Tourism & Trade Joint Stock Company - 18

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