DB36/T 833-2015 三清山风景区讲解服务规范

ICS03.200

A00

DB36

江西省地方标准

DB36/T833—2015

三清山风景区讲解服务规范

2015-01-23发布2015-03-01实施

江西省质量技术监督局发布

DB36/T833—2015

目次

前言................................................................................II

1范围..............................................................................1

2规范性引用文件....................................................................1

3术语和定义........................................................................1

4景区讲解员的基本要求..............................................................1

4.1思想品德......................................................................1

4.2从业能力......................................................................2

5讲解服务准备......................................................................2

5.1讲解前的准备..................................................................2

5.2接待前的准备..................................................................2

5.3上岗时的准备..................................................................2

5.4仪容仪表......................................................................2

5.5讲解语种......................................................................3

6旅游景区讲解活动要求..............................................................3

6.1接待开始时的服务要求..........................................................3

6.2游览前的讲解服务要求..........................................................3

6.3游览中的讲解服务要求..........................................................3

6.4与游客的沟通..................................................................4

6.5讲解活动结束时的服务要求......................................................4

6.6游客购物时的讲解服务要求......................................................5

6.7乘车游览时讲解服务要求........................................................5

6.8讲解活动中的安全要求..........................................................5

6.9讲解器材与服务设施............................................................5

7组织与管理........................................................................5

7.1讲解活动的组织................................................................5

7.2讲解服务管理系统..............................................................6

8服务质量评价与监督................................................................6

8.1评价..........................................................................6

8.2监督..........................................................................6