Service Standards and Industry Regulations (服务规范与行业管理)
What this domain tests
The exam asks you to reproduce the standard service sequence, assign each task to the right role, and apply the rules on 导游证 and agency record-keeping. The benchmark document is GB/T 15971《导游服务规范》, supported by 《导游人员管理条例》 and 《旅行社条例》.
The service sequence
- 服务准备: master the reception plan (group name, headcount, sex and age mix, occupations, ethnic group, religion, dietary taboos, special needs, flight/train numbers, accommodation grade); knowledge preparation (sites, en-route commentary, current affairs, source-market customs); material preparation (电子导游证,接站牌, amplifier, flag, tickets, itinerary, cash); appearance and mental preparation.
- 迎接服务: the 地陪 arrives at the airport/station ahead of time (commonly 30 minutes), tracks the flight or train status, holds the pick-up sign at a visible spot in the exit hall, verifies headcount and baggage, then delivers the 欢迎词.
- 首次沿途导游: city profile, landmarks passed, the hotel, local customs, and practical notices.
- 入店服务: assist check-in, room allocation, announce wake-up and departure times, remind guests about valuables.
- 商定日程: 全陪, 地陪 and 领队 check the itinerary with the group under the principle of no fewer items and no lower standards.
- 游览、餐饮、购物、文娱: arrive early at the meeting point, count heads, restate route, timing, meeting point and coach number.
- 送站服务: arrive early, assist with formalities, deliver the 欢送词, remind about documents and baggage.
- 后续工作: settle accounts, write the guide log, collect feedback, keep the tour file for no less than two years.
Licence rules
A 导游资格证 is obtained by examination; the 导游证 (electronic) is applied for and used under agency assignment. It may not be lent, altered, bought, sold or rented.
Worked example
A flight is scheduled to land at 10:00. Standard practice: arrive by about 09:30 to absorb delays, confirm the actual arrival through the airline or airport board rather than trusting the printed plan, and only then position at the exit. If the flight is two hours late, notify the coach driver and the hotel so the meal and check-in are held.
Traps that cost marks
- Reversing 欢迎词 and 首次沿途导游 in the sequence.
- Confusing 全陪 (whole-tour coordination and quality supervision) with 地陪 (local delivery).
- Forgetting that the tour file retention period is two years, not one.