2022 Beijing tourist attractions civilized guidance work guide released

2022 Beijing tourist attractions civilized guidance work guide released

1. Overall requirements

(1) Adhere to value guidance. Vigorously promote the socialist core values, integrate the requirements of core values ??into corporate culture and business processes, and run through the entire process of civilized tourism work, better utilize the window role of scenic spots to spread and display Chinese civilization, and better improve the civilized quality of scenic spot employees and tourists and moral cultivation.

(2) Adhere to scientific standards. Strengthen the education and training of practitioners, improve the level of reasonable guidance and flexible standards, integrate guidance into services, and enhance the guidance effect with high-quality services. Optimize public space, improve supporting facilities, strengthen refined management, and create a good environment for tourists to enhance their awareness of rules and civilized concepts.

(3) Insist on highlighting key points. Focus on the links and periods where uncivilized behaviors are prone to occur during tourism, establish and improve service guidance rules and emergency response plans in a timely manner, and strengthen tourism order management. Pay close attention to key areas such as entrances and exits of scenic spots, important visiting spots, camping sites, key groups such as independent tourists, and key periods such as statutory holidays, increase staffing, and strengthen service guidance.

(4) Adhere to comprehensive coverage. Give full play to the role of identification signs, explanation services, network platforms, service sites, volunteer services and other channel means, coordinate the use of various resources, carry out all-round civilized publicity, civilized reminders and civilized guidance, and achieve full coverage of civilized guide groups in scenic spots and full coverage of content , full coverage of the itinerary.

(5) Adhere to classified guidance. Carry out characteristic, segmented and differentiated services and guidance based on the characteristics of different scenic spot categories and various tourist groups. Implement pre-tour control, in-tour management and daily education to ensure that prompts and reminders are in place and timely guidance and persuasion are in place in all aspects of park entry, sightseeing, transportation, catering, entertainment, shopping, etc.

2. Main contents of civilized guidance

(1) Abide by laws and respect customs. Tips to guide visiting tourists: abide by ecological and environmental protection regulations, do not trample on green flowers and trees, do not climb and break flowers and trees, do not destroy mountain and rock landscapes, do not chase or feed animals indiscriminately, and do not illegally purchase wild animals and plants and their products. Abide by the regulations on the protection of cultural relics and historic sites, do not paint, carve, climb, or touch cultural relics at will, and abide by the regulations on taking photos and videos. Respect local customs and religious beliefs.

(2) Low-carbon conservation and green tourism. Tips to guide visiting tourists: care for the natural and cultural environment, and cherish tourism resources. Maintain public hygiene, do not litter, implement garbage classification requirements, dispose of waste in a timely manner, and avoid and reduce the use of non-degradable plastic bags and disposable plastic products. Pay attention to saving water and electricity, practice "Operation CD", reduce food waste, and refuse to eat game. Adopt green travel methods and give priority to public transportation.

(3) Prevent risks and travel safely. Tips to guide visiting tourists: Enhance safety awareness, do not blindly pursue excitement, and do not go to areas that have not been officially developed and opened, lack safety guarantees, or have fragile ecological environments. Learn safety knowledge, improve emergency avoidance capabilities in response to geological, meteorological and other disasters, and pay attention to safety in the use of fire, electricity, and special equipment. Observe traffic laws and regulations. When traveling by car, do not speed, do not drive while fatigued, do not occupy the emergency lane, do not throw objects out of the car windows, and do not park or park indiscriminately.

(4) Epidemic prevention and control and healthy tourism. Tips to guide visiting tourists: consciously and strictly abide by epidemic prevention and control regulations, take personal protection, actively scan codes, wear masks regularly, wash hands frequently, take body temperature, and do not gather. When symptoms such as colds and fever occur, you should stop traveling and seek medical treatment in time. Actively cooperate with flow investigation and screening when necessary and accurately provide personal information.

(5) Tolerance, courtesy and civilized tourism. Tips to guide visiting tourists: pay attention to etiquette, follow the order and be punctual, look neat and tidy, speak and behave appropriately, and present a good image. Maintain public order, line up in order, avoid crowding and fighting, and do not make loud noises or smoke illegally in public places. Respect the rights and interests of others, respect the work of service personnel, and be courteous to the elderly, weak, sick, disabled, pregnant and other special groups.

3. Guide to civilized entry into the park

(1) Use various methods to remind tourists to be civilized at prominent locations at the entrance to the scenic spot, tourist service center, transportation transfer center and other tourist distribution centers. travel. Scenic area brochures, leaflets, and advertisements contain civilized travel tips.

(2) Set up 1-meter separation lines, isolation railings, awnings and other facilities, and guide tourists to maintain a safe distance and enter the park in a civilized and orderly manner through broadcast prompts, separate teams and individual passenger channels.

(3) Scenic spots that use electronic access control systems arrange for staff to guide tourists into the park in an orderly manner to prevent being pinched by the access control facilities. Establish green channels or service procedures to help special groups enter the park smoothly.

(4) Announce the maximum carrying capacity at a prominent location at the entrance of the scenic spot, and formulate and implement a passenger flow control plan.

4. Civilized Tour Guidance

(1) The scenic spot explanation contains civilized tourism content. Civilized travel tips and safety risk notifications are provided during the explanation service process.

(2) Volunteer service stations should be set up at tourist service centers and important visiting spots to provide civilized guidance services.

(3) Based on the passenger flow situation, issue real-time passenger flow warnings and implement evacuation control plans to guide tourists to visit in different areas during peak hours and avoid gatherings.

(4) Convenient complaint channels and handling procedures, widely solicit tourists’ opinions and suggestions on scenic area management services, and reduce the occurrence of uncivilized behaviors from the source.

5. Civilized Traffic Guidance

(1) The parking lot in the scenic spot shall be reasonably laid out, clearly marked, and the charges shall be clearly stated, and corresponding guidance, management and services shall be provided.

(2) Guide tourists to wait in order and ride in an orderly manner when taking shuttle buses, ropeways and other means of transportation, remind tourists not to rush for seats or occupy seats, and give special groups priority to get on the bus and take seats. . Make full use of radio, television, public service advertisements, posters and other media in vehicles to promote civilized tourism.

(3) Self-driving tourists are reminded to abide by traffic rules and cooperate with scenic spot management to avoid accidents.

(4) Guide tourists to walk in safe areas such as sidewalks and obey road traffic signs in the scenic area.

6. Guidance for civilized viewing of performances

(1) Organize tourists to watch performances in a safe, orderly and civilized manner.

(2) Tourists are reminded to enter on time, enter and exit in an orderly manner, and abide by the photography and video regulations. When participating in interactions, behave in a civilized and appropriate manner.

(3) Remind tourists to take away beverage packaging and other waste items from the venue after leaving the venue.

(4) Set up clear and eye-catching civilized guidance signs at night tour venues and performance venues, and ensure nighttime recognition.

7. Guidance on civilized catering

(1) Carry out "civilized dining table" activities, promote self-service catering, and implement the meal-sharing system and the public chopstick system.

(2) Tourists are reminded to eat in an orderly manner and avoid disturbing others by making loud noises.

(3) Guide tourists to order appropriate meals and provide environmentally friendly meal box packaging services.

(4) Guide tourists to observe order at the buffet, line up in order to get meals, and adhere to the principle of "take more often and take less" to avoid waste. Tourists are reminded not to take food, drinks, etc. from the buffet area away from the dining area.

(5) Tourists are reminded to abide by relevant regulations and not eat or drink illegally in public transportation or in museums, exhibition halls, concert halls and other places.

8. Civilized Shopping Guidance

(1) Create a shopping environment that is clean, well-ordered, genuine, and transparent in price.

(2) Remind tourists to consume rationally, protect their rights rationally, and abide by contracts.

(3) Tourists are reminded to abide by the regulations of shopping venues, not to be crowded, not to rush and make noise, and to ask for permission to try food and products.

(4) Establish a consumer rights protection service station or publish a reporting hotline to handle consumer disputes in a timely manner.

9. Guidance on civilized toilet use

(1) Build public toilets with reasonable layout, sufficient quantity to meet needs, and eye-catching and clear signs. The toilets are provided with dedicated service to keep them clean, hygienic and odor-free.

(2) Tourists are reminded to keep sanitary facilities clean, use public sanitary products in an appropriate manner, not smoke in the bathroom, discard waste at will, and occupy special facilities for the disabled at will.

(3) Guide tourists to line up in order to use the bathroom during peak periods, and be courteous to the elderly, minors and people with disabilities.

(4) Promptly remind the location of the bathroom and remind parents to guide minors to use the bathroom and not defecate in public.

10. Disposal of uncivilized behaviors

(1) Establish a team of civilized supervisors, carry out regular inspections, and promptly dissuade and deal with uncivilized behaviors.

(2) Improve the informatization level of monitoring uncivilized behaviors of tourists, maximize the elimination of blind spots in supervision, and enhance the ability to identify, respond, and deal with uncivilized behaviors.

(3) Implementing the "Interim Measures for the Management of Records of Uncivilized Tourism Behavior" will violate laws and regulations or violate public order and good customs, and will be subject to criminal penalties, administrative penalties, or be judged or ruled by judicial organs or arbitration institutions to bear civil liability. , or behaviors that cause serious negative social impact, will be included in the "Record of Uncivilized Tourism Behavior".

(4) Take appropriate measures to expose uncivilized tourism behaviors in accordance with laws and regulations.

11. Safeguard measures

(1) Strengthen organizational leadership. Tourist attractions should strengthen their sense of responsibility, strengthen work coordination, innovate methods and means, continuously expand the scope of service guidance, solidify the content of service guidance, improve service guidance capabilities and governance levels, integrate civilized guidance into daily life, grasp it regularly, and actively build demonstration and leadership in scenic spots , a civilized tourism work pattern with full participation of tourists and broad social support.

(2) Strengthen system construction. Further deepen the understanding of the characteristics and laws of civilized tourism work, include civilized services and guidance as indispensable business processes in regulations, incorporate indispensable business knowledge into training, and include in assessments as indispensable prescribed actions, comprehensively Incorporate into the management system and job standards, realize the organic integration and mutual promotion of civilized tourism work and business work, and enhance the institutional guarantee of civilized tourism work.

(3) Strengthen the sharing of *** construction. Promote social collaboration, attract and support surrounding communities, schools, social groups and other forces to widely participate in civilized guidance actions in scenic spots, and maintain close contact with travel agencies, tour guides and other relevant parties to work in the same direction. Strengthen media cooperation and encourage and support all types of media to play an active role in promoting civilized behavior in scenic spots. Establish an incentive mechanism to encourage tourists to actively participate in civilized guidance in scenic spots, and praise or reward employees' civilized services and tourists' civilized behavior.