CHNG I

NHNG KHI NIM C BNI. DU LCH V V TR CA HOT NG HNG DN DU LCH1.Lch s ra i ca hot ng du lch:Cng nh nhiu ngnh khoa hc, k thut, ngh thut, sn xut, ngnh DuLch c hnh thnh rt sm trong bi cnh lch s nht nh.

Thi c i,cc quc gia chim hu n l vi cc nn vn minh rc r Ai Cp, Lng H, An , Trung Hoa, Hy Lp, La M c hnh thnh Conngi c qu trnh giao lu kinh t v vn ho. Nhu cu tmhiu,tham quan v c ngh ngi xut hin trc ht giai cp qutc ch n ri mi ti cc thng gia,cc nh tu hnh, nh khoa hcCc nh S hc cho rng ,t 5000 nm trc y nhng chuyn vt bin bt u t Ai Cp.

Trongnhng chuyn i y,ngi ta kt hp cc mc ch,trong c c mcch du lch d nhng khi nim du lch, hot ng du lch chara i. Theo nhng miu t c ghi trn tng ca n th Deit ElBahari Luxor, vo nm 1490 trc Cng Nguyn,vua Ai Cp t chcmt chuyn i v mc ch du lch n min Punt (c th l Smali ngynay). Nhng ngi i du lch thc s l nhng ngi dng cm trongiu kin di chuyn nhng chng ng di nh vy. Nhng ngi Sumersvng Lng H sng to ra tin v dng n trong hot ng vn chuynv kinh doanh cng vi bnh xe cch y gn 6.000 nm c xem l cimc quan trng nh du s hnh thnh ngnh du lch. Cc nh khoa hcM (Robert W.Mc Wtosh v Charles R. Goeldner) cho rng h l ngisng lp Ngnh Du Lch ca nhn loi v ngi ta c th tr tin chovic vn chuyn v lu tr.

Hng nghn nm trc Cng Nguyn c dn Ai Cp, Lng H, An ,Trung Quc thc hin nhng chuyn hnh hng ti cc n i,chamiu, lng tm trong nhng l hi tn gio. Nhng chuyn i ko dinhiu ngy, thm ch hng thng v cch xa ni ca h dn ti vicxut hin nhng ni n dnh cho ngi hnh hng. chnh l nhngdch v s khai cho loi hnh du lch c gi l du lch tn gio,nirng ra l du lch vn ho sau ny. Mt s nh t tng,nh khoa hccng thc hin nhng chuyn du lch di ngy trn lnh th quc giarng ln nh Khng T (551 479 trc Cng nguyn) n nhiu vngca Trung Hoa; nh Herodote (480 420 trc Cng nguyn) thc hinnhng chuyn du lch di ngy t Hy Lp ti Ai Cp, Ba T, Lng HNhng chuyn i trong thi c i cn c tip tc v ngy cng cnhiu ngi tham gia.

T th k IV trc Cng Nguyn, Hy Lp pht trin cng thnh. Vici n cc vng t a Trung Hi vi cc mc ch ngh dng, chabnh, tham quan nghin cu ngy cng thu ht ng o giai cp ch nHy Lp.

Nm 776 trc Cng nguyn, a hi th thao Olimpic u tin t chcti Hi Lp, thu ht nhiu ngi tham d u th thao, (c ngi thi uv ngi thng ngon). Do cc c s phc v n, cho vn ngvinv khn gi cng cc dch v khc ny sinh xunng quanh khu vcthi u. Loi hnh du lch cng v, th thao, tham quan nghin cu xut hin v tn ti lu i trn bn o ny.

quc La M ra i v pht trin cc thnh t th k I trc Cngnguyn n th k I sau Cng nguyn, nh du s pht trin ca cchot ng du lch a Trung Hi. S pht trin ca ng giao thng,vic xy dng cc cng trnh kin trc s v honh trng nh cc nth, dinh th, qung trng cc thnh th c i La M ( c bit lu trng Colisee, nh tm Cara Cala v n Athena ) thi thccon ngi t nhiu vng v du ngon. Ngi La M lp ra mt hthng trm dng chn cho khch vi cc dch v ngh tr, n ung, bnc kh cho nga hay i xe, thay nga cho khch. Trong cc trm ny,mngy nay c tn gi l cc l qun (Hostelry) c c nhng phng cbit dnh cho qu tc ch n,quan chc v phng bnh thng cho cckhch l hnh.

Cng t bn o La M, nhiu ngi i du lch ti cc vng a TrungHi nh thm cc Kim T Thp Ai Cp,vn treo Babylon Lng H, ccn i Hy Lp Nhng c s cha bnh, ngh mt,ni c cc l hi,thiu th thao dc la chn, c gii thiu v mc ln cc dinhth lm ni ngh dng,cc dch v gii tr, cha bnh v s dng thigian rnh ri cho cc hot ng th thao. l nhng yu t c bn dnti s hnh thnh cc lai hnh du lch v cc khu du lch a TrungHi.

Vng tiu trn a Trung Hi cng l ni din ra cc hot ng khrm r vo cc th k IV I trc Cng nguyn. Ti liu thnh vn chothy, nm 334 trc Cng nguyn Ephesus ( thuc Th Nh K ngy nay)vo dp l hi c khong 700.000 khch du lch tp trung thngthc cc hot ng vui chi, biu din. l thi k yn n v thnhvng ca cc quc gia c i vi nhng thnh tu vn minh rc r. Conngi va c iu kin thi gian v tin bc,va m bo an ton khi idu lch.

S suy tn cc quc gia c i trong c quc La M t th k IV,v t khi quc Ty La M dit vong (nm 476) ko theo s suy tn cahot ng du lch. Ngi ta gi l thi k en ti vi cc cucxung t,thn tnh ln nhau ca cc quc gia phong kin chu Au angtrong qu trnh hnh thnh v pht trin thnh t. Ngoi ra cuc hnhqun chinh pht, xm lng m ng k nht l cc cuc Thp t chinh (c 8 cuc Thp t chinh ln t phng Ty sang phng ng : 1096 1270), ch c cc hnh hng tn gio n cc thnh a l ng k.Nhng chuyn du lch rt t i v cng kh mo him. Ngoi s mt anton,ngi ta cn gp tr ngi v s xung cp ca ng x,ca ccdch v du lch v s tr ngi ln nhtl s ngn sng cch ch mch phong kin to ra c phng ng v phng Ty. S ra icc lnh a phong kin rng ln thi Trung C lm suy sp cc hotng du lch thnh hnh thi c i. Tuy vy,cng c nhng nh du lchmo him v dng cm vi khao kht tm hiu th gii rng ln. Vo nm1271, mt ngi Italia l Marco Polo t Venise i Trung Quc vnhiu ni phng ng. ng cng tng t chn ln thng cng iChim( ny l Hi An Qung Nam,Vit Nam) Marco Polo tr v Chu Aunm 1292 v vit cun sch Marco Polo du k. Cun sch gi lngham hiu bit ca nhiu th h ngi Chu Au sau ny.

Cui th l XV, u th k XVI nhng hiu bit a l,thin vn, hidng, v k thut i bin gip chon ngi c nhng pht kin a lln. T 1492 n 1504, Christophe Colombo tin hnh 4 cuc hnhtrnh thm him sang mt lc a mi m sau ny c gi l Chu M. l mt pht kin a l lng danh. Pht kin ln tip theo l chuyn ivng quanh Chu Phi,vt qua An Dng n An ( nm 1497 1499)ca Vasco de Gamma ngi B o Nha. Chuyn i vng quanh th gii trnbin ca on thm him do Fernand Majellan n u(trong nhng nm1519 1522) l pht kin rt quan trng,c ngha nhiu mt. Nhngchuyn i y du khng phi v mc ch du lch, nhng trn nghanht nh, m hng cho hot ng l hnh quc t trn phng vn tithu. Mc khc, nhng chuyn i y c th coi l nhng chuyn i thmhim,nghin cu ln ca con ngi vi th gii rng ln.

T th k XVI tr i, nhng chuyn l hnh ca con ngi n cc chulc tr nn ph bin hn. Cc thng gia, nh ngoi giao,nh khoahc,nh truyn gio t chu Au n chu , chu Phi,chu M ccoi l nhng chuyn l hnh v i ,gp phn giao lu gia cc nnvn ho th gii v d nhin tng cng s hiu bit ca con ngi vvng t l, tho mn tm l chung l ca du khch, m l mttrong nhng l do ch yu ngi ta i du lch. Tt nhin, trong lchs cng c nhng chuyn l hnh t chu ,chu M ti cc chu lc khclm cho hot ng du lch ngy cng m rng hn nh mt thc t i hi.

Cc cuc cch mng t sn,bt u t cch mng t sn Netherland (1564 1609) n cch mng t sn Anh (1642 1660), cch mng t snM(1776 1783), cch mng t sn Php( 1789 1794) m ra choconngi s giao lu mi vi thit ch t do t sn. Nhu cu tch t tbn thc y giai cp t sn cho xy dng mng li giao thng ln cngvi cc phng tin vn chuyn ngy cng hin i v m rng cc dchv nhiu ni trn th gii. Phng tin thng tin lin lc cng cm rng phc v cho sn xut,kinh doanh v c cp bc, xm lc.Nhng, nhng c s h tng v khch quan cng to ra s thun licho cc chuyn l hnh xuyn quc gia. Nhiu ngi c nhu cu thamquan, ngh dng, cha bnh, th thao nhng vng c kh hu tronglnh, ph hp, c iu kin thin nhin l tng hay c cc ti nguynnhn vn c o hp dn. T , mt s trung tm du lch, khu du lchc hnh thnh. Nu xa kia, ngi ta c xu th i du lch ti cc kquan th gii: Kim T Thp Ai Cp, vn treo Babylon; tng thn Zeus Olempia Hy Lp; tng thn Helios trn i Phodes Hy Lp; n thn thn Artemis Ephese (Hy Lp,nay thuc Th Nh K); lng mMausolus Halicarnasse ( Th Nh K ngy nay); ngn hi ng v thvin Alexandria ( Ai Cp) th nay m ra nhiu ni khc vi rng,b bin p v sui khong cc loi hnh du lch dn dn c hnhthnh t cc trung tm du lch quc gia v quc t nh Roma (Italia),Paris, Nice (Php),Carlo (Sc), Baden(c). Nhng ni ny thu ht hngvn khch trong v ngoi quc gia. Du lch quc t bt u c xu hnggia tng trong th k XVIII, c bit l loi du lch c tn gi GrandTour xut hin Chu Au cui th k XVIII. l cc chuyn du lchca cc sinh vin i hc sau khi tt nghip n cc nc kimchng thc t trong 2 ti 3 nm ri tr v p dng trong cc cng ty,x nghip ca mnh.

Lng hnh khch,thi gian du lch ca khch v cc dch v gia tng dn ti s hnh thnh th trng du lch. Hot ng du lch thnhhin tng t cui th k XIX. Song cho n th k XX, ni chung khchdu lch ch yu t t chc cc cuc hnh trnh ch cha hnh thnh cct chc phc v cho cc cuc du lch ca khch.

S xut hin ca phng tin tu ho cng dn ti loi dch v t ch.Vo nm 1922, mt ngi Anh l Robert Smart, nhn vin tu ho tch khch i ti cc cng nc Anh.Thomas Cook,mt nh du lch v nh kinh t Anh sm nhn ra yu cucn c cc t chc du lch. Nm 1841, ng t chc mt chuyn thamquan c bit trn tu ho t Leicester n Lafburoy (di 12 dm) cho570 khch i d hi ngh. Gi dch v vn chuyn l mt Sterling/mthnh khch. Hnh khch (sau ny c gi l nhng du khch tham gia voloi du lch cng v) trong cuc hnh trnh c phc v vn ngh, ncch v cc mn n nh. Chuyn i rt thnh cng v m ra dch v cccuc l hnh cho du khch. Sau Thomas Cook, nhiu ngi trn th giicng bt chc ng trn phng tin tu ho. Nm 1812, Thomas Cook tchc vn phng du lch u tin Anh (v cng l vn phng u tin ctnh chuyn nghip trn th gii) vi chc nng t chc cho cng dnAnh i du lch khp ni. y l mt mc quan trng nh du s hnhthnh mt loi t chc kinh doanh du lch rt quan trng: cc hng dulch hay cn c gi l cc hng l hnh (Travel Agency, Agence devoyage, Rieburo) lm cu ni gia khch du lch v cc b phn phcv du lch hot ng du lch thun li v nhp nhng. Cng ty,ngnh cng nghip l hnh (Travel Industry) bt u manh nha.

T nath k XIX, c bit l vo 30 nm cui,du lch c iu kin pht trinhn do Chu Au v th gii ni chung trong ho bnh,v cc nc tbn ang trong qu trnh tch t t bn chuyn sang mt giai onmi. Mc khc thnh tu khoa hc k thut cng to nhng iu kin vtcht cho du lch c y mnh. Cc phng tin du lch ng thu, tuho a s lng khch tng hng nm v bt u xut hin loi du lchbng xe p v i b. Cc khch sn cng mc ln nhiu hn,c bit nhng vng c quy hoch ( a Trung Hi, mt s ni ti Thu S,Nice v Cane ti Php). Theo nhng s liu cha chnh thc, ch nm1896, cc khch sn ti mt s thnh ph ln chu Au n v phc vt 3 n 5 triu khch du lch cc loi.

Vo nhng nm vt ngang hai th k XIX v XX,du lch bng t xut hincng vi vic xy dng ng t v s pht trin cc phng tin thngtin lin lc. Ngi i du lch ch yu vn l cc qu tc, quan chc,thng gia v cc tng lp t sn giu c v tp trung nhiu vo loihnh du lch ngh dng,gii tr

Sau chin tranh th gii th nht,du lch tip tc pht trin vi vics dng phng tin vn chuyn bng my bay. Nm 1925, hng hng khngc Lufthansa hon thnh chuyn bay di 118 dm v m ra cho du lchmt hng vn chuyn khch thun li. Mt s nc chu u cng xy dngv t chc cc hng du lch quc t nhm thu ngoi t khi phc vpht trin kinh t. Cho ti cui nhng nm 30,du lch pht trin rtmnh. Theo A. Cofechec trong cun Lch s pht trin du lch Bundapest 1966, s ngi tham gia du lch chu u v chu Mkhong t 50 60 triu

Chin tranh th gii th hai lm cho hot ng du lch gn nh ngng tr.

Sau nhng nm khi phc nn kinh t xi hi b tn ph,t thp k sumi du lch dn dn pht trin vi tc nhanh. S pht trin cakinh t th gii to iu kin cho nhn loi m rng v tng cngcc hot ng du lch. ng thi, cc dch v du lch cng ngy cng mrng v nng cao v quy mv cht lng. Hng lot hng du lch ra i cc quc gia, cc chu lc trn ton th gii vi s lin kt ngycng a dng. Ngy 02/01/1975 T Chc Du Lch Th Gii (WTO) cthnh lp,v l t chc quc t v du lch ln nht lin kt cc hotng du lch ca hu ht cc quc gia trn th gii.

Trong gn hai thp k qua,cch mng khoa hc k thut a ti nhngthnh tu k diu cho nhn loi. Vic c gii ho, t ng ho k thuttin hc ngy cng pht trin em li nng xut lao ng tng cao,mc sng ngy cng tt hn v thi gian nhn ri ca ngi lao ngcng nhiu hn. Do ,cc chuyn du lch cng tng ln rt nhanh c vdng du khch cng nh di ca chuyn du lch cng vi cc dch vdu lch ngy cng hon thin. Giai on ny c mt s nh nghin cugi l giai on bnh trng du lch. Du lch v hot ng kinh doanhdu lch v ang tr thnh hin tng kinh t x hi ph bin,thnh ngnh kinh t mi nhn ca mt s nc, ngnh cng nghip khngkhi.

Lng khch du lch tng ln nhanh chng. Nm 1950, c th gii c 25triu lt khch du lch, n nm 1995 c 567 triu lt khch. Ccnh kinh t d bo n nm 2000 lng khch du lch s tng ti khong600 triu lt.

Cng vi vic tng lng khch, ngun ngoi t thu c t du lch cngtng ln hng trm ln t sau chin tranh th gii th 2 n nay. iu cho thy nhu cu du lch v kh nng thanh ton ca khch ngy cngcao v cc dch v du lch cng nag cng a dng ho, p ng i hica s pht trin du lch ni ring v s pht trin kinh t x hini chung.

Cng vi vic pht trin du lch, cc t chc quc t v khu vc v dulch v dch v du lch cng ra i, tng cng kh nng lin ktca ngnh kinh t c bit ny. Xu hng quc t ho du lch i hi sphi hp gia cc hng, cc cng ty du lch trn phm vi ton th gii.

Hin nay, trn th gii din ra nhng thay i quan trng nh hng ica cc dng du khch,m nt ni bt l xu hng ti cc nc ang phttrin v mi pht trin vi loi hnh du lch vn ho v du lch mitrng sinh thi. Cc nc vng chu Thi Bnh Dng ang lnhng nc gia vai tr du lch quc t ch ng. Mc khc, c cu chitiu ca khch du lch cng thuy i theo tng giai on, m nt nibt m t trng chi tiu ca khch du lch trong cc dch v c bn(lu tr,vn chuyn, n ung) c xu hng gim trong khi t trng chitiu ca khch cho cc dch v b sung(mua sm, gii tr, tham quan)c xu hng tng ln. Mt xu hng na l vic s dng cc dch v dulch trn gi ngy cng t hn cng vi vic bt gim cc th tc vxut nhp khu hi quan. Khch du lch ngy cng ch ng hn trongvic la chon dch v cho mnh,k c dch v hng dn du lch.

Vit Nam,i du lch cng l nhu cu t xa xa,v cc th h ngiVit Nam cng c nhng chuyn du lch ni danh trong lch s. Khchdu lch t t Vit ra i ch yu thuc cc tng lp trn hoc thnggia, nh khoa hc, nh tu hnh Mc khc, nhiu khch du lch ncngoi cng c lm nhng chuyn l hnh n Vit Nam. Tuy vy ngnh dulch Vit Nam hin nay c tui cha phi cao nu k t ngy thnh lpvo 9/7/1960 theo Ngh nh 26/CP ca Chnh Ph. T Cng Ty Du LchVit Nam ngy y n Tng cc Du Lch Vit Nam b th hin nay, ngnhdu lch Vit Nam tri qua bao thng trm v tng bc trngthnh. Trong thi k i mi v m ca nn kinh t x hi, du lchVit Nam cng c nhng ng gp xng ng vo s pht trin nhiu mtca t nc. Hin nay c nc c ti hn 800 doanh nghip thuc mithnh phn kinh t (khng k cc h t nhn) thamgia vo vic kinhdoanh khch sn v cc dch v du lch, c hn 254 cng ty l hnh nia v 78 cng ty l hnh quc t. Ring trong lnh vc hng dn dulch,Tng cc Du Lch Vit Nam cp th hng dn vin du lch chogn 3000 ngi. Cc n v kinh doanh du lch ca Vit Nam c milin kt,hp tc vi hn 1000 hng cng ty Du Lch t 60 quc gia vlnh th trn th gii. Ngnh Du Lch Vit Nam l thnh vin ca tchc Du Lch Th Gii ( WTO) t thng 9/1981, thnh vin ca Hip HiDu Lch chu Thi Bnh Dng (PATA) t 1989, thnh vin ca HipHi Du Lch ng Nam (ASEANTA) t 1995

Trong nh hng pht trin kinh t x hi ca Vit Nam,du lch ccoi l mt trong nhng ngnh c tm quan trng v c ngha to ln.Vit Nam vn giu ti nguyn du lch v ang tng bc khai thc v bov ngun ti nguyn y. Loi hnh du lch vn ho, du lch mi trngsinh thi c xc nh l quna trng nht trong pht trin du lchVit Nam, sc hp dn v kh nng thc hin cc hot ng du lch theonh hng y ngy nay ang c quan tm.

Vi mc tiu vo nm 2000,Vit Nam s n tip v phc v t 3,5 n3,8 triu lt khch du lch quc t v n nm 2010 s l 9 triu ltkhch quc t; s khch du lch ni a s l 11 triu lt vo nm2000 v 25 triu lt vo nm 2010. thc hin c mc tiu y,VitNam phi n lc rt ln. D kin vi lng khch y,doanh thu t dulch quc t s t 2,6 t USD vo nm 2000,v 11,8 t USD vo nm2010. l con s c ngha khng nh th mnh ca du lch trongtng lai. Nhng bin php thc y s pht trin ca du lch VitNam ang c t ra va cp thit va lu di, nhm c th ho ngli ca ng c ra trong i hi ln th VIII l:

Trin khai thc hin quy hoch tng th du lch Vit Nam tng xngvi tim nng du lch ca t nc theo hng du lch vn ho, sinhthi mi trng. Xy dng cc chng trnh v im du lch hp dn vvn ho, di tch lch s v khu danh lam thng cnh. Huy ng ngunnhn lc ca nhn dn tham gia kinh doanh du lch, u tin xy dng cs h tng nhng kgu vc du lch tp trung, cc trung tm ln. Nngcao trnh vn ho v cht lng dch v vi cc loi khch khcnhau. y mnh vic huy ng vn trong nc u t vo khch sn. Cphn ho mt s khch sn hin c huy ng cc ngun vn vo vicu t, ci to nng cp,lin doanh vi nc ngoi, xy dng cc khu dulch v cc khch sn ln , cht lng,i hi nhiu vn. Chuyn ccnh ngh, nh khch t c ch bao cp sang kinh doanh khch sn v dulch

Thc hin ng li ca ng, Nh nc ta c nhng vn bn ch ohot ng du lch khoa hc, thc tin v c hiu qu t i hi ngln th VIII n nay. Php lnh du lch Vit Nam c ban hnh ngy20/2/99 i vo cuc sng, to iu kin thun li cho du lch VitNam trong nhng nm ti m trc tin l nhng s kin du lch Vit Namnm 2000. Vi mc tiu: Vit Nam im n ca thin nin k mi,dulch Vit Nam ang chun b nhng iu kin c trc mt cng nh ludi n v phc v khch du lch gn xa. Mt trong nhng iu kiny l o to nhn lc cho hot ng du lch, trong c o to hngdn vin nhng ngi c v nh s gi, ngi i din n v phcv khch du lch.

T ng li y v t nhng bin php thch hp,du lch Vit Nam nagchuyn mnh,n kp xu th quc t v s pht trin chung ca t nc.Vic o to ngun nhn lc cho ngnh du lch ang l i hi khchquan trong c vic trang b kin thc v nghip v hng dn du lch.

2. V tr ca hot ng hng dn du lchTrong lch s ra i, tn ti v pht trin ca du lch,bui ban u,hng dn du lch cha hnh thnh ng thi. Khch du lch ch yu ttm hiu tho mn nhng nhu cu ca chuyn i theo mc tiu nh.Sau , thng l ti cc im du lch nhng ngi a phng m nhimvai tr gii thiu cho khch t nhng hiu bit ca mnh. Cng vi thigian, dng du khch ln ln ko theo s a dng ho cc hot ng kinhdoanh dch v du lch. Hot ng hng dn du lch cng ra i,ngycng c v tr quan trng v cn thit trong kinh doanh du lch nichung. Hot ng ny t ch l hot ng kt hp ca nhng ch dchv,nhng nh khoa hc hoc nhng ngi c hiu bit cth v mt haynhiu lnh vc nht nh, v mt hay nhiu i tng tham quan ti imdu lch nht nh c thu mn n ch tr thnh hot ng c trngca ngnh du lch. Hng dn vin du lch ra i t i hi khch quan,i hi ngh nghip, nhm p ng cc nhu cu hiu bit ca du khch.Thng thng, hng dn du lch tho mn nhng nhu cu ch yu cakhch du lch,m v nhng nhu cu h s dng thi gian rnh ri vtin bc cho n.

Chng hn, t vng ny sang vng khc trong mt quc gia hy t qucgia ny ti mt hay nhiu quc gia khc,khch du lch hu nh cha chiu bit g hay hiu bit s si qua gii thiu ca ngi khc, quaqung co, qua sch bov nhng i tng mun tm hiu,nhng nhu cnc tho mn. Hot ng hng dn du lch chnh l p ng nhng nhucu y mt cch trc tip, sinh ng v a dng trong chuyn du lchca khch.

Hot ng hng dn du lch cn gp phn rt quan trng vo kinh doanhdu lch ni chung. Thng qua hot ng hng dn, cc dch v du lchc bn nh dch v lu tr, dch v n ung, dch v vn chuyn cthc hin chu o hn, phong ph hn do c s phi hp ca hng dnvin. Nhng nhu cu ca khch du lch v cc dch v ny thng cp ng chnh xc, nhanh chng, y hn. Ngoi ra, t hot nghng dn du lch, khch du lch, cng gp phn lm cho cc dch v bsung thm si ng. Bi l, qua cc hng dn vin du lch cc c skinh doanh du lch s nm bt th hiu, tm l, c tnh v c tnhtrng sc khoca khch du lch kp thi c nhng iu chnh png tt hn cho khch v do , dch v du lch s pht trin hn,doanh thu s cao hn.

Cc t chc kinh doanh du lch hin nay ni chung u c hot nghng dn du lch. Cc t chc kinh doanh l hnh quc t v l hnhni a cng cn thit c hot ng hng dn du lch. Vic thit ktours, bn tours, qung co,tip th m gii trung gian phi gn viyu cu hng dn du lch. V vy, hot ng hng dn du lch cthc hin tt hay khng s gp phn rt c bn vo vic bn tours, vokinh doanh du lch ti cc t chc ny v ni chung vo cc hot ngdu lch.

Hot ng hng dn du lch khng ch tho mn nhng nhu cu ca khchdu lch theo mc ch ca chuyn du lch,ca loi hnh du lch h lachn, ca nhng i tng m h cn tm hiu, cn s dng m cn gpphn gii quyt nhng vn pht sinh trong qu trnh du lch ca h.C rt nhiu vn vi nhiu tnh hung khc nhau xy ra trong qutrnh thc hin cc chuyn du lch ca khch ti ni lm th tc xutnhp cnh,ni lu tr,ni ngh dng,cha bnh, lc n ung, trnphng tin vn chuyn qua cc vng, ti im du lchm khch du lchcn ti hot ng hng dn gip khch. V cng chnh t nhng i hi vn ngy cng tr nn quen thuc trong du lch hot ng hngdn du lch cng c v tr khng th thiu trong ton b hot ng kinhdoanh du lch.

Tm li, hot ng hng dn du lch ra i sau qu trnh tham quan dulch trong lch s ca ngnh nhng c v tr quan trng trong hotng kinh doanh du lch. Hot ng hng dn du lch v lun l mtloi dch v rt c bn v l dch v c trng ca du lch. Hot nghng dn du lch l mt trong nhng nhn t thc y s pht trin cadu lch v gp phn to ln vo doanh thu t du lch.

Vi s bng n ca thng tin v s pht trin mnh m ca k thut tinhc,hot ng hng dn du lch c c s tr gip ca nhiu yu tnn thun li hn, c bit l cc thng tin ti khch du lch. Song,hot ng hng dn du lch vn rt cn thit v i hi nghip vhng dn ngy cng cao hn.

NHNG KHI NIM C BN

1. Hng dn du lch v nhng hot ng ch yuHng dn du lch l hot ng nhm tho mn nhng nhu cu nht nh ca khch du lch trong qu trnh thc hin chuyn du lch.

Hot ng hng dn du lch l hot ng ca cc t chc kinh doanh dulch, m bo cho vic phc v khch du lch c chu o, c khoch,c t chc. Hot ng ny cung cp cho khch du lch cc kinthc,cc thng tin cn thit v khc nhau,lin quan ti mc ch cachuyn du lch,loi hnh du lch m khch du lch la chn.

Hot ng hng dn du lch l mt hot ng phc tp bao gm cc mtnh cung cp cc thng tin cho qung co,tip th du lch, n tipkhch v phc v khch; gii thiu cc i tng tham quan du lchtrong chuyn du lch (c trn l trnh v im du lch); phc vkhch v cc dch v lu tr, n ung, vn chuyn, mua sm, gii tr, yt Nhng vn pht sinh trc, trong v chuyn du lch ca khchcng c s tham gia ca hot ng hng dn.

Do , hot ng hng dn du lch l mt loi dch v c trngca hot ng du lch ni chung, v do cc t chc du lch tin hnh. l cng ty,hng,trung tm, x nghip, phng du lch, i l dulchBng hot ng hng dn,cc t chc kinh doanh du lch sau khi c hp ng,tho thun m bo phc v khch du lch, tho mn nhu cukhch i hi theo chng trnh nht nh. Hot ng ny cun ht ccb phn chc nng,nghip v c lin quan ti cc mt cng tc khc nhausong ch yu vn l thng qua cc hng dn vin du lch. Phn ln cchot ng hng dn du lch c thc hin bi hng dn vin. Chtlng phc v hng dn du lch cho khch ph thuc ch yu vo khnng,nghip v, tri thc, phm hnh ca hng dn vin du lch mc ds tham gia ca cc b phn tham gia ca cc b phn lin quan l khngth thiu,d trc tip hay gin tip. Ch tng hng dn vin du lchth khng th thc hin c hng lot cng vic lin quan ti hotng hng dn du lch,t chc hot ng ca hng dn vin,phi hphot ng gia cc hng dn vin,thu thp thng tin v xy dng chngtrnh hng dn, chun b cc iu kin cho hot ng hng dn,giiquyt nhng vn pht sinh trong qu trnh thc hin hng dn dulch.

Do , hot ng hng dn du lch c th hiu l:

Hng dn du lch l hot ng ca cc t chc kinh doanh du lch,thng qua cc hng dn vin v nhng ngi c lin quan n tip,phc v, hng dn khch du lch thc hin cc dch v theo cc chngtrnh c tho thun v gip khch gii quyt nhng vn phtsinh trong qu trnh thc hin chuyn du lch.

Khi nim trn y ch r nhng hot ng ch yu ca hng dn dulch m vai tr quan trng nht l ca hng dn vin, nhng ngi thaymt cho t chc kinh doanh du lch thc hin cc hp ng gia n vmnh v khch du lch. Cc hot ng hng dn du lch bao gm nhiumt cng tc v i hi v nghip v tuy mc khng ging nhau. Nhngnhng hot ng sau y l khng th thiu:

Trc ht l vic t chc n khch v tin khch du lch, sp xp ningh lu tr v n ung cho khch, t chc chuyn tham quan du lch nnhng ni c ti nguyn du lch c khai thc, sp xp cc chngtrnh vui chi gii tr, mua sm cho khch du lch. Hot ng ny cvai tr ca hng dn vin du lch v s tham gia ca cc b phn chcnng lin quan. Hot ng ny ca hng dn vin du lch khc vi nhnghng dn vin ca cc lnh vc ngh nghip khc (hng dn vin ticc di tch lch s vn ho,bo tng, hng dn vin a cht, hngdn vin giao thng)

Hot ng cung cp thng tin cng l mt hot ng bt buc nhm gipkhch du lch c c nhng hiu bit cn thit t cc quy nh v xutnhp cnh, cc th tc, tp qun, cc quy ch v hot ng thamquan,chng trnh an ninh cho n nhng thng tin v t nc, conngi, cnh quan, cc gi tr vn ho lch s, kinh t x hi, cci tng tham quantheo mc ch chuyn du lch ca khch c thothun hay pht sinh trong chuyn du lch. Hot ng ny c coi lhot ng ch yu nht ca hng dn du lch, phc v c lc nht chonhu cu ca khch du lch m v , h tiu tin v s dng thi gianrnh ri.

Hot ng theo di,kim tra vic phc v khch du lch ca cc c skinh doanh dch v du lch gm c dch v c bn v dch v b sung cng rt cn thit. Thng thng, vic phc khch du lch c thothun (thng l bng hp ng, nht l theo tours). Song vic kim tras bo m cho khch c phc v ng, (c s lng, cht lng,chng loi) cc dch v nh mua. Khch du lch s yn tm v thoimi hn khi c s theo di kim tra ca hng dn vin hay nhn vinca cng ty du lch m nhim vai tr hng dn.

Ngoi ra, hot ng hng dn cn thc hin vic lm cu ni gia ccc s kinh doanh du lch vi khch du lch nhm cung cp nhng dch vdu lch ng vi s thch,tm l,ti tin ca khch. Vic phi hp hotng gia cc c s kinh doanh dch v du lch nu c s tham gia cahng dn vin s to thm c s thc tin chovic tho mnnhu cu cakhch mt cch y nht. Trong nhng iu kin nht nh hot nghng dn du lch tr thnh ng lc cho cc hot ng kinh doanh dchv khc phc v khch du lch.

Mt s hot ng thng thng c th hoc khng nht thit nm trongphm vi hng dn du lch, khng tr thnh nhim v bt buc ca hngdn vin nh thanh ton, i tin, t ch, th thc, qung coTuy vynhng hot ng ny nu c thc hin hay phi hp thc hin mt cchng b,nhanh chng do hng dn vin hay cc b phn chc nng ca tchc kinh doanh du lch m nhim th hot ng hng dn s chu ohn,hiu qu hn.

2. Hng dn vin du lcha. Quan nim ngh nghipTrc ht phi thy rng, hot ng hng dn du lch bao gm mt smt cng tc v khng ch do hng dn vin m nhim, song hot ngny c hiu qu n mc no ph thuc rt ln vo hot ng ca hngdn vin du lch.

T nhng hot ng nghip d, kim nhim, hng dn du lch trthnh mt ngh nh nhiu ngh khc trong x hi. Song iu ng ch l ngh hng dn du lch th hin s chuyn bit ho rt cao trong ccloi hnh lao ng ngnh du lch.

Trong qu trnh hnh thnh gnhnghip vi yu cy nghip v rt rtring bit i hi cao v ngh, c nhng quan nim khc nhau v nghnghip ca hng dn vin du lch. Nhng quan nim ny thng bt ngunt nhng hin tng khng y ,hnh thc ca hot ng hng dn dulch m ngi hng dn thc hin. Chng hn, tng c quan nim clu truyn (khng thnh vn) c trong v ngoi ngnh du lch rng hngdn vin du lch ch cn c ngoi ng lm nhim v ca ngi phindch cho khch du lch l ngi nc ngoi. Hng dn vin du lch cngc v nh ngh ngoi giao.

Mt quan nim khc cho rng hng dn vin du lch phi l ngi c tini nng, tc l phi li khu, lm lnh mi c th trnh by khng cngiy t trc khch du lch phn ln l mi gp ln u (c l v iu m ngi ta thng ni vui mi c chp, mp hng dn hay mp ctri,mi hng dn).

Quan nim ngh nghip kh ph bin t nhng ngi ngoi cuc cho rnghng dn vin du lch phi l nhng ngi c ngoi hnh cn i,anhn,duyn dng, xinh pmi c sc thu ht khch du lch.

Nhng quan nim ny u ng t nhng kha cnh nht nh nhng chachnh xc v khng y nu xt mt cch ton din c v ni dungcng vic v nhng yu cu c bn ca hng dn vin du lch. Quan nimv s nhn h, sung sng thng thng cng khng phi khng c trongx hihin nay nu xt tng quan vi mt s ngh nghip khc. Songthc t li khng phi nh vy.

Thc t l hng dn vin du lch c sc hp dn nht nh. l ngic tr tin cao thc hin nhim v hng dn cho khch du lch.Cng vt v, nguy him, di ngy,tin cng cng cao. Ngoi tin cng,hng dn vin cn c tin thng ca khch du lch nu khch hnghi lng v cng vic ca hng dn vin (tin tip, pourboire).Hng dn vin l ngi c i n nhiu ni k th, c o, thngthc nhng sn phm ca nhiu min vi thi gian khc nhau. Hng dnvin du lch cng l ngi lun c ch ca nhiu i tng khchkhc nhau, tr thnh trung tm ca cc chuyn du lch, c kin thc suv mt s lnh vc v rng v nhiu lnh vc. H cng nh nhng hngdn vin ca mt s ngnh khc i hi mt tc phong, thi nghnghip, to nn s tr trung trong tm tnh v hnh vi nh mt ngh sdin xut. Mc khc, hng dn vin du lch do yu cu lao ng v cimngh nghip,tch lu c tri thc v kinh ngim nn thng c iukin trng thnh c v phng din khoa hc v cng v x hi.

Song, hng dn vin du lch cng gp nhng kh khn t chnh nghnghip i hi. Do phi i nhiu, tip xc nhiu, h cn phi to cs cm thng t nhiu pha hoc t nht t pha gia nh nh (chnghoc v, con ci). Nu khng gii quyt hi ho gia yu cu nghnghip vi quan h gia nh s dn ti s trit tiu mt v. Nghnghip i hi hng dn vin nhng chuyn i khng nh trc haykhng th thng tin vo nhng thi gian c nh nhng a im cnhcng l mt tr ngi khng nh. Nhng yu cu ngh nghip i khicng l nhng rng buc hng dn vin,to nn thi quen m ngi ngoingh c th khng chp nhn.

Tt c cc u th v hn ch c thc cho thy quan nim ngh nghipca hng dn vin du lch cn c hiu mt cch ton din.

b. Khi nim v phn loi c nhiu nh ngha,nhiu khi nim v hng dn vin du lch ca ra. Tri qua thc t tn ti v pht trin ca ngnh du lch, khinim ngy cng c hon thin v chnh xc hn, ph hp vi thc tv bn cht cng vic hng dn du lch.

Trng i Hc British Columbia ca Canaa,mt a ch o to nhn lcdu lch c uy tn ln a ra khi nim c nhiu ngi chp nhn:

Hng dn vin du lch l cc c nhn lm vic trn cc tuyn du lchtrc tip i km hoc di chuyn cng vi cc c nhn hoc cc onkhch theo mt chng trnh du lch nhm m bo vic thc hin lchtrnh theo ng k hoch, thuyt minh cho khch v cc im du lchng thi to ra nhng n tng tch cc cho khch du lch

Nm 1994,Tng cc du lch Vit Nam a ra khi nim hng dn vin du lch nh sau:Hng dn vin du lch l cn b chuyn mn lm vic cho cc doanhnghip l hnh (bao gm cc doanh nghip du lch khc c chc nng kinhdoanh l hnh) thc hin nhim v hng dn du lch khch tham quantheo chng trnh du lch c k kt.

(Qui ch hng dn vin du lch Ban hnh theo quyt nh s 235/DL HTT ngy 04 thng 10 nm 1994 ca Tng cc trng Tng cc Du Lch).

Nm 1997, c tc gi Vit Nam a ra khi nim Hng dn vin dulch l mt ngi no hng dn mt nhm ngi thc hin chuyn thamquan trong mt thi gian nht nh

( Tng cc Du Lch: Nghip v hng dn du lch Ti liu bi dnghng dn vin du lch Lu hnh ni b H Ni 1997 trang 48)

Nhng khi nim trn phn nh ni dung cng vic ca mt hng dnvin du lch. Tuy nhin theo chng ti,cha phn nh y khi nimhng dn vin du lch v cha phn bit c vi nhng hng dn vinkhc hay ngi gii thiu ti im du lch n thun m khng phi lhng dn vin du lch thc s.

V vy, khi nim hng dn vin du lch cn c hiu nh sau:

- Hng dn vin du lch (thut ng nc ngoi quen dng l Tour Guide,Tour Manager,Tour Leader, (Ting Anh),Guideur Touristque,CourierTouristque(Ting Php) l ngi thc hin hng dn khch du lch trongcc chuyn tham quan du lch hay ti cc im du lch nhm p ngnhng nhu cu c tho thun ca khch trong thi gian nht nh vthay mc t chc kinh doanh du lch gii quyt nhng pht sinh trongchuyn du lch vi phm vi v kh nng ca mnh

Cng lu l,trong Php lnh du lch c Ch tch nc Cng Ho XHi Ch Ngha Vit Nam cng b ngy 20/02/1999 c iu 32 chng V quinh ngi c cp th hng dn vin du lch phi c cc iu kinsau y:

a) L cng dn Vit Nam.b) C phm cht o c t cch tt.c) C sc kho ph hp.d) S dng thnh tho t nht mt ngoi ng.e) C bng tt nghip i hc v chuyn ngnh l hnh, hng dn vindu lch hoc c bng tt nghip i hc v chuyn ngnh khc v cchng ch o to, bi dng v hng dn du lch do c s o to cthm quyn cp.f)Theo tnh cht cng vic hng dn vin du lch c phn loi nh sau:

- Hng dn vin chuyn nghip (Tour Guide) l ngi hng dn onkhch thc hin chng trnh thm quan du lch c tho thun ca tchc kinh doanh du lch,c cp th hnh ngh.-- Hng dn vin ti im (On site Guide) l ngi hng dn khch dulch thc hin chuyn tham quan trong mt vi gi nht nh ti nhngim du lch c th, chng hn hng dn khch thm thnh c Roma(Italia), hng dn khch thm C cung Bc Kinh (Trung Quc). Ngihng dn vin a phng Hu dn khch thm Thnh Ni,lng tmcngl hng dn vin ti im.

- Hng dn vin thnh ph (City Guide) l ngi hng dn khch dulch thc hin chuyn tham quan thnh ph ,thng l trn cc phngtin di ng nh xe but,ti, xch l Hng dn vin c nhim v giithiu,bnh lun cho khch nghe nhng i tng tham quan ni bt cathnh ph v bnh lun v chng, ng thi tr li cc cu hi,giithch cho khch nhng hin tng l trn l trnh trong thnh ph.

- Hng dn vin khng chuyn (Step on Guide) tht ra l cc cng tcvin hng dn du lch m cc t chc kinh doanh du lch thu theo hpng hng dn cho khch du lch. H c th l nh khoa hc, giovin ngoi ng, nh vn,nh bo, nh ngh thut c kin thc v tuynhay im du lch nht nh m khch du lch cn tm hiu. H cng ckh nng hng dn du lch,c kh nng ng x linh hot vi khch nhnhng hng dn vin chuyn nghip. H thng c thu theo ma dulch hoc lm t do nhng im, tuyn du lch nht nh hay c thugii thiu cho nhng on khch c nhu cu du lch nghin cu chuynsu v mt vi lnh vc no .

Nhng hng dn vin l cng tc vin ny c th lm nhim v hng dnon khch trn vn chng trnh tham quan du lch theo hp ng hayhng dn khch trong thnh ph.Mt cch phn loi khc l chia thnh hng dn vin sut tuyn v hng dn vin a phng.

- Hng dn vin sut tuyn l nhng hng dn vin chuyn nghip cnhim v hng dn khch du lch t khi n khch, trong thi gianchuyn du lch cho n khi tin khch, hng dn vin chu trch nhimch yu nht v vic thc hin chng trnh du lch ca on khch theohp ng. Ngi hng dn thuc loi ny thng l cc t chc kinhdoanh du lch (nht l cc hng,cc cng ty l hnh).

- Hng dn vin a phng l hng dn vin ti nhng im du lchno hay to mt thnh ph no lm nhim v hng dn khch dulch im du lch hay thnh ph ch khng theo on khch trongsut chuyn du lch m khch mua. Hng dn vin loi ny cng phic kin thc v i tng tham quan v kin thc nghip v. H khc vinhng ngi gii thiu ti ch,vn khng phi l hng dn vin du lch

Vai tr ca hng dn vin du lch trong kinh doanh du lchHot ng hng dn du lch l loi hot ng dch v c trng cadch v du lch v c v tr quan trng trong kinh doanh du lch,emli li ch nhiu mt cho c t chc kinh doanh du lch v khch dulch. Song, hot ng hng dn du lch ch yu l hot ng ca hngdn vin. Hng dn vin l ngi tip xc v phc v khch nhiu nhttrong ton b hot ng hng dn du lch v t chc kinh doanh dulch. Hiu qu ca hot ng hng dn du lch phu thuc rt ln vocht lng cng vic ca hng dn vin. Do , hng dn vin du lchlun gi vai tr l ngi i din ca t chc kinh doanh du lch thchin hp ng vi khch du lch theo tour m khch mua. ng thi,trong ngh nghip,hng dn du lch l mt ngh phc tp v nng nhctheo ngha nht nh. V vy, hng dn vin l ngi m nhn phnvic quan trng nht,phc tp nht v i hi tnh nghip v cao nhttrong ton b hot ng hng dn du lch.

Chnh t vai tr , hng dn vin du lch,trong thc t,l ngi idin cho t chc kinh doanh du lch v tr thnh gch ni gia khch dulch v t chc kinh doanh du lch.

Vi s h tr ca cc phng tin k thut hin i, nhiu phn vicca hng dn vin du lch c gim bt (my ghi m, my chiu hnh,mng thng tin). Song, hng dn vin du lch vn khng th thiutrong hot ng hng dn du lch do chnh nghip v i hi. H mi lngi em li s sng ng cho cc chuyn tham quan du lch, s mi mtrong tng m iu, c ch ngay c trong nhng bi thuyt minh quenthuc m khng bao gi c mn,n iu. Ch c hng dn vin mi snsng tr li cc cu hi vn lun xut hin t khch du lch v nhngvn m h quan tm v bng kh nng,kin thc,phong cch hng dnvin mi l ngi lm cho chuyn tham quan du lch c hn.

Hng dn vin du lch,bng hot ng nghp v ca mnh s to mi quanh vi cc ngun khch khc nhau t li cun khch mua tour cat chc kinh doanh du lch hay lun c nhu cu c mua dch v hngdn t t chc kinh doanh ny. Khng nhng th, hng dn vin du lch,do tip xc vi cc loi khch khc nhau trong ngh nghip ca mnh,cnc vai tr nh ngi bo v an ninh quc gia, an ton x hi.h gpphn ngn nga cc hnh vi v hot ng ca cc phn t gy tn hi choan ninh,bo v li ch chnh ng cho khch du lch,ch quyn qucgia,bo v an ton x hi,bo v mi trng sng,mi trng du lchtrn tuyn hay ti im,ti trung t du lch , nhng a ch m hti phc v

Hng dn vin du lch cng gi vai tr l ngi bn ng tin mn cakhch du lch c trong chng trnh tham quan cng nh khi thgin,gii tr,mua sm c bit l vi khch du lch quc t ln dutin n du lch mt ni xa l, ng ngng.

Trong chng trnh du lch t chc thc hin phc v khch du lch, dc vai tr v trch nhim t nhng c quan chc nng nht nh khi cnx l cc tnh hung,vai tr trc tin vn l trch nhim hng dnvin theo khch du lch. Vai tr y cng tr nn quan trng hntong xl tnh hung lin quan ti khch ,ti chng trnh du lch nhng nikh khn,t c s tr gip kp thi ca c quan chc nng.

Mt vai tr cng rt quan trng ca ngi hng dn vin du lch lthng tin v qung b cho du lch Vit Nam, doanh nghip du lch,choa phng,cho cc chng trnh du lch dc thit k cho sn phm dulch. H cng c iu nm bt th hiu,nhng khen ch t khch,t cci tc,cc c quan chc nng khc nhau lin quan ti hot ng dulch,ti khch du lch thng tin n nhng a ch cn thit. Vi vth y,hng dn vin du lch c coi nh nhng tip th vin khngchuyn. Vai tr tip th vin ny cng tr nn c ngha vi cc doanhnghip kinh doanh du lch hoc coi th trng khch n l th trngtim nng ang hng ti,cha n nh, m vic m rng th trng l vcng quan trng.

C th ni, hng dn vin du lch gi vai t khng th thiu tronghot ng hng dn ca cc t chc kinh doanh du lch. hon thnhnhim v ca mnh, hng dn vin phi l nhng ngi gii nghip v,c cc yu t m ngh nghip i hi.

CU HI N TP V THO LUN1. Trnh by lch s ra i ca hot ng du lch. T nu ln xu hng pht trin ca hot ng hng dn du lch2. Phn tch v tr,vai tr ca hot ng hng dn du lch trong kinh doanh du lch3. Phn bit khi nim hng dn du lch v hng dn vin di lch.

CHNG II

NHNG PHM CHT V NNG LC CN C HNG DN VIN DU LCHHng dn vin du lch,do c im ngh nghip ca mnh cn phi cnhng phm cht v nng lc cn thit. Nhng phm cht v nng lc nyc hnh thnh v cng c trong sut thi gian hot ng ca mnh. Mckhc, nhng phm cht v nng lc ny lun c b sung,hon thin mtcch sng to,khng cng nhc.

I. KIN THC C BN1. c im lao ngLao ng ca hng dn vin du lch l loi lao ng c bit vi nhng c im sau y:

- Thi gian ca hng dn vin rt kh nh mc. Khng nh mt s nghnghip hng dn khc,ngh hng dn du lch c thi gian khng c nhgmc thi gian chun b n khch,cng i vi khch trong chuyn dulch,tin khch,gip khch gii quyt kh khn hay pht sinh Do nhnghon cnh c th tc ng, hng dn vin du lch phi thc hin cngvic vo nhng thi gian bt ng nht v khng th cng nhc trong vicxc nh thi gian lao ng,v ngay c khi tin khch xong, hng dnvin c th cn phi tip tc cng vic ca chnh on khch y li.

- Khi lng cng vic ca hng dn vin rt a dng v phc tp.Trc tin, h phi bng nhiu phng cch nng cao hiu bit, s dngcc phng tin ph tr thnh tho,nng vng yu cu nghip v trongqu trnh hng dn khch du lch. H phi hc v hon thin khngngng kin thc chuyn mn,nghip v t cc tuyn du lch quen thuc :nng cao kh nng hng dn, ngh thut hng dn,chun b tuyn thamquan mi. H trc tip dn khch v gii thiu cho khch du lch trnsut tuyn hay ti im du lch,gip khch trong mt s hot ng vthao tc c th v xut nhp cnh,hng dn mua sm,gii tr hay x lnhng tnh hung bt thng trong chuyn du lch ca khch. C th nikhi lng cng vic ca hng dn vin rt ln, a dng v phong ph.

- Tnh cht cng vic ca hng dn vin du lch ni chung n iu,haylp li cc thao tc c th,lp li l trnh,vi cc i tng thamquan quen thuc d gy nhm chn. Ni dung hng dn cng khng phi ddng thay i nht l cc thng tin ch yu. Hn na,do vic khai thcngun khch t nhng th trng quen thuc nn mt hng dn vin cat chc kinh doanh du lch c th ch chuyn phc v mt loi khch dulch hoc trn mt s tuyn,im du lch nht nh. V vy sc p tml vi hng dn vin kh ln, kh nng chn vic dc sy ra. Nhngngh nghip i hi hng dn vin phi tip xc thng xuyn vi khchtrong t th ca ngi phc v nhit tnh chu o, ngi i din chohng, cho ngnh hay thm ch cho quc gia, dn tc. Do , tnh chtcng vic buc hng dn vin phi c sc chu ng cao v tm l,tcl gi cho trng thi tm l lun n nh.

2. Kin thc chuyn mn v nghip vHng dn vin,v nguyn tc phi m bo vic gii thiu,hng dnkhch du lch theo mt s loi hnh du lch v theo nhng mc ch hocrt chung hoc rt c th m khch chn la theo hp ng. Do ,hng dn vin du lch trc ht phi kin thc chuyn mn v nghip vthnh tho m nh c th phn bit vi cc ngh nghip khc. iu i hi hng dn vin phi nm vng cc qui ch, lut l, php lut c cc c quan chc nng c thm quyn ban hnh trnh qui phm,phm lut v hng dn khch du lch theo ng qui ch v lut phpquc gia v quc t. l nhng qui nh , th tc xut nhp cnh cakhch du lch quc t vo Vit Nam v ca ngi Vit Nam du lch ranc ngoi,ca Vit kiu. Hng dn vin du lch cng phi bit n ccthng l quc t khu vc c th c s gii thch, hng dn gip cn thit vi khch du lch . Hng dn vin du lch nht thit phibit mt cch c th ( thc hin nhim v) ni dung cc hp ng ck kt ca n v mnh vi cc n v trong v ngoi nc c quan hlin kt, hp tc hay bn hng, ng thi phi nm c cc chngtrnh du lch, tc l nhng tours m khch du lch mua trc tip haythng qua cc hng m gii trung gian ch c hiu bit tours khch dulch mua, hng dn vin du lch mi c th xy dng k hoch cng tcchi tit cho mnh, d on cc tnh hung phi x l v chun b nhngiu kin cn thit, ng thi thng bo cho khch chu trnh tours kt khi thc hin v kt thc tour .

Hng dn vin du lch khng phi l ngui thc hin nhim v hng dnmt cch my mc, cng nhc m l mt nh ngoi giao,mt ngi nghnh tin cy ca kch, mt nh tm l, mt nh s phm trong qu trnhdn khch du lch. V th, hng dn vin du lch phi c cc tri thcv giao tip, ng x tm l khch du lch, tm l v vn ho dn tc. l kin thc chuyn mn, n i hi hng dn vin lin tc traudi, hc hi v cc thi quen ng x, tm l, qui tc giao tip quc tc th thay i do iu kin lch s i thay. Cht lng chuyn mnca hng dn vin du lch ph thuc khng nh vo khi lng kin thcm h tch lu v vn dng trong thc tin. Nhng qui tc quc t xgiao c bn, nhn i hi ngh nghip bt buc, nhng tri thc nhtthit phi c khi hng dn du lch l kin thc c bn m hng dnvin phi c trang b trc khi ph v khch du lch.

Mt khi lng kin thc nghip v khc ca hng dn vin du lch lnm c v thc hin tt ngh thut din t trtc khch du lch , mhu ht l mi gp ln u vi nhng i hi tm l , th hiu, thiquen khc nhau , kh nng nghe, nhn, cm nhn khc nhau Hng dnvin du lch gii nghip v va phi nm c tm l khch , va phinm c cc l thuyt truyn t c bn : ngt qung , ln ging ,xung ging , nhn mnh , chm ri , lt nhanh, nhc li . iu cngrt quan trng l ngn ng ca hng dn vin phi c phi c sdng mt cch chnh xc , d hiu , c sc truyn cm , cun ht nginghe. Nhng thng tin m hng dn vin a ra c sc thuyt phc vc khch du lch tip thu d dng theo mc ch , nhu cu ca chuyndu lch . iu cn trnh l hng dn vin khng c biu l s nhmchn trong ngn ng v ni dung m h trnh by trc khch du lch ,khng c libng mt ging v cm cc bi thuyt minh c chunb sn . Mun ngn ngh v ni dung hng dn thc s c hn , ngm vongi nghe v quan st , hng dn vin phi lun lun yu qu ngh ,qu trng khch v trn trng ti nguyn du lch , tc l cc danh lamthg cnh , cc di tch lch se vn ho , cc cnh quan l lng v hpdn khch du lch nhiu mt , cc l hi ,tp qun to ra sn phm dulch

3 Nhng kin thc c bn khc Hng dn vin du lch c nhim v gii thiu , bnh lun v ch dncho khch du lch nhng i tng tham quan theo chng trnh du lchm h la chn theo hp ng . Mt khc, loi hnh du lch vn khngch c mt . Do , hng dn vin du lch phi c kin thc tng pv nhiu lnh vc ca i sng kinh t , x hi , vn ho , khoa hc ,ngh thut . l khi kin thc rng m hng dn vin cn c thchin vic hng dn khch du lch . Nhng kin thc c coi l u tinvi hng dn vin trong khi kin thc rng ln trn c th k n l :

- Kin thc v a l cnh quan , lch s dn tc , t nc cng nhnhng lnh vc khc nhau ca vn ho ( nhng c trng, bn sc vn hodn tc , nhng tng ng v khc bit v vn ho phng ng vphng Ty , gia cc vng vn ho ca t nc , phong tc tp qun ,l hi , kin trc , m tht , tn gio truyn thng v hin i , snkhu, m nhc ) cng vi kin thc v Dn tc hc , th hc vong nhin l cc kin thc v du lch hc .-- Kin thc kinh t : hng dn vin phi c kin thc v qu trnhpht trin kinh t ca t nc , ca vng hay ca cc a phng ccc im du lch khc nhau vi nhng bin i ca kinh t x hi trongphm vi c nc cngnh a phng ny . ng thi , hng dn vin dulch phi c hiu bit v mt s nghip v c th vi cc thao tc ctnh nguyn tc trong hot ng kinh doanh v qun l kinh t . Cckin thc ny gip cho ng dn vin d dng trong hng dn v thchin cc hp ng , cc ch nh v chi ph , thanh ton , tn dng thun li , chnh xc v li ch ca tt c nhng bn c lin quan vph hp vi qui nh ca php lut

Kin thc chnh tr cng l i hi i vi hng dn vin du lch ,mt i hi mang tnh bt buc . Bi l , khch du lch vn c c curt a dng v dn tc , quc tch , ngh nghip , la tui , quan imchnh tr Hng dn vin du lch thc hin ngh nghip ca mnh philm va lng cc i tong ny theo tho thun . Nhng , v l do anninh du lch , hng dn vin phi c bn lnh chnh tr , lng yungh , t tn dn tc cha m cn phi nm vng quan im ng lica ng trong thi k i mi , m ca , chng ta ch trng lm bnvi tt c cc nc, bt tay cng bn b quc ttheo xu th hi nhpnhng phi lun lun cnh gic chnga li mi m mu ph hoi nhiu mtca k th. Nhng hiu bit v chnh trih trong nc v quc t strnh cho hong dn vinnhng tnh hung kh x khi gp phi i tngkhch du lch hoc chm chc, dng xu hoc li ko, kch ng chng dn vin v khch du lch khc vo cc hot ng xu xa. Nguyntc chung l phi t nh, kho lon khi cp ti cc vn chnhtr, vn nhy cm c th dn ti cc cch hiu sai lch cho khch dulch. Song, cng phi t thi r rng, dt khot trong vic bo vdanh d quc gia, ca ng, nh nc v nhn dn ta. Trong thc t hotng hong dn, hng dn vin du lch gp khng t tnh hung linquan ti nhng vn chnh tr m khch du lch t ra. Tt nhin fyl nhng vn cha ti mc qui phm phi an ninh quc gia. Gp cctnh hung ny, hng dn vin du lch c ngh v c kin thc chnhtr vng vng s d dng gii quyt v vn lm hi lng khch du lch.

Mun c kin thc chnh tr vng vng hng dn vin du lch pahkhng ngng hc hi qua sch bo, cc ngh quyt, cc bo co chnhtr, tm hiu cch gii quyt hay kt lun m cc c quan ng v nhnc chnh thc a ra v mt vn no . Mt khc, hng dn vinphi theo di cc bin ng chnh tr trong nc v quc t, c s nhycm chnh tr cn thit, trnh s lc hu vi cc bin c ang xy ra.Hng dn vin du lch cn l ngi i din cho quc gia, dn tc khikhch du lch theo tour khng c iu kin tip xc vi nhiu ngi caquc gia, dn tc mnh.V vy, kin thc chnh tr ca hong dn vindu lch cng gip cho khch tho mn nhu cu hiu bit ca mnh mtcch ng hng, gp phn vo bang giao quc t, bang giao hu nghgia cc dn tc, mt trong nhng chc nng quan trng ca ngnh dulch.

-Hng dn vin du lch, c bit l hng dn vin du lch quc tphi c kin thc v t nc, con ngi, nhng c trng vn ho chyu , tp qun ng x-giao tip ca cc quc gia , cc dn tc mhng dn vin s dng ngn ng ca h. Vi cc cng ty c quan h bnb tt , thng xuyn khai thc ngun khch t cc th trng quenthuc , vic nm vng kin thc c bn v cc quc gia , dn tc t thtrng y cng cn thit thc hin tt cc hot ng ng dn dulch . Nhng kin thc chung nht v a l, lch s , vn ho ,kinhtca cng ng cc nc ni ting Anh , ni ting Php. Ni tingc, ni ting Ty Ban Nha, B o Nha ;cng ng cc nc theo o HiGio Rp , cc nc ng Nam , cc nc nam Thi Bnh Dngv skhc nhau hay tng ng u rt c ch cho hng dn vin trong nghnghip ca mnh

Khi kin thc ny rt ln v a dng. Hng dn vin du lch cn tchlu t c bn n c th . T nhng ln hng dn du lch , ngi hngdn vin du lch tch lu c nhng tri thc nht nh 9v t nc ,con ngi , tp qun , vn ho,thi quenca mt quc gia no ). Mithin cm vi hng dn vin ca khch du lch ph thuc vo nhiu yut trong c hiu bit ca hng dn vin du lch v t nc ,conngi , lch s , vn hom t khch i du lch . Nhng hiu bitny c hng dn vin ng x trong sut chuyn i du lch .

-Nhng kin thc khc m hng dn vin du lch cn c l lut php ,ngoi giao , y t , cc tc l , tp qun cc a phng m khch dulch ti tham quan , ngh dng , cng v d c ng x kp thi vthch hp, bo m cho chuyn du lch hon ho nht .

Tt c cc kin thc nu trtn , hng dn vin du lch khng th cc ngay khi hnh ngh hoc trong thi gian ngn m phi tri qua qutrnh tch lu . Khi lng kin thc ca hng dn vin du lch tuthuc vo qu trnh hc hi v kh nng ca tng ngi . Song nhng kinthc c bn cu hng dn vin cng kin thc chuyn mn , nghip vsl nhng iu kin quan trng nht i vi la ng ngh nghip ca h. Hng dn vin du lch gii l nhn t ch yu hot ng hng dndu lch c thc hin c kt qu tt p .

Kin thc v ngoi ng c cp n cui cng nhng li l i hitrc tin vi cc hng dn vin du lch quc t . Hng dn vin dulch ni chung cn c kin thc ngoi ng tt khng ch d giao tip ,gii thiu m cn l phong tin hc hi , c ti liu , kim tracc vn bn trc tip hay gin tip lin quan ti hot ng hng dndu lch . Khng c ngoi ng hay khng c kh nng giao tip bng ngoing , hng dn vin khng th truyn dt nhng tri thc v du lchtheo yu cu khch i hi . S yu km v ngoi ng s dn ti lm hngni dung v nghip v hng dn du lch ca hng dn vin . Cc kinthc c bn ca hng dn vin s ch l khi kin thc cht cng nucn hng dn khch du lich quc t .

Thng thng , vi hng dn vin du lch quc t phi thng tho tnht mt ngoi ng v bit mc giao tip thng thng mt ngoing na . Vi hng dn vin du lch Vit Nam , nhng ngoi ng thngc s dng l: ting Anh , ting Php, ting c , ting Nga , tingTrung Quc .

Cc kin thc chuyn mn , nghip v , kin thc tng hp v ngoi ng chothy ngh hng dn vin du lch qu khng nhn h , khng d dng .Kin thc ca hng dn vin du lch va rng u mc va phi c kinthc chuyn su cn thit . Trong thc t c nhng hng dn vin dulch m nhim vic ch dn , gii thiu cho khch du lch teo cc tourchuyn . Loi khch ny thng chn tour du lch nghin cu v nhngvn nht nh nn hng dn vin phi l ngi am hiu lnh vc mkhch quan tm. Kh nng thng tin quc t m khch thu nhn (qua mnginternet, qua cc sch , bo , catalogues, bng hnh , a hnh , bngcatstte ) va thun li cho vic gii thiu thuyt minh ca hng dnvin du lch , va i hi h phi lun tch lu , b sung khng ngngkin thc ca mnh nu mun thc hin tt nghip v hng dn du lch .

II PHONG CCH V C TNH Ngoi kin thc c bn trn y , hng dn vin cn phi c nhng phmcht v phng cch v c tnh nht nh . Nhng phm cht ny va mangtnh ngh nghip , va th hin phm cht cn thit cho hot ng nghnghip ca hng dn vin .

1 .Phong cch

L ngi thay mt t chc kinh doanh du lch thc hin hp ngvi khch du lch , hng dn vin phi m nhim rt nhiu khu trongsut chuyn du lch ca khch . Do , nhng phm cht v phong cchl rt cn thit .

Trc ht hng dn vin du lch phi l ngi nhanh nhn , linh hot ,sng to trong hot ng ngh nghip . Hot ng hng dn u lch duc qui nh trong cc ni dung, th tc , thao tc c bn nhng chnhcc qui nh y i hi hng dn vin du lch phi th hin tc phongnhanh nhn trong vic n , tin khch , kim tra v ch dn vic thchin cc dch v cho khch . Bng tc phong y , hng dn vin du lchto cho khch s ch i t nht , s phin mun t nht v d dng tochokhch thi quen v tm trng lun hng khi cng hng dn vin .

Hng dn vin t ra chm chp , thm ch l m trong cc hot ng c trc mt khch hay sau khi khch i ngh .. s rt lng tng vchm tr trong vic thc hin cc nhu cu ca khch , thm ch chm trtrong vic pht hin vn v x l vn pht sinh khi hng dn .Cc hot ng thng tin tuyn truyn , kim tra , theo di cc dch vcho du khch theo tour , tm hiu trng thi tm l , sc kho ca khch dulch , phi hp hot ng vi cc c s kinh doanh dch v du lch ucn c tc phong nhanh nhn ca hng dn vin. Ni ti tc phong nhanhnhn l ni ti yu cu v cc thao tc , ng x , di chuyn ca hngdn vin du lch nh mt i hi ngh nghip , trong khg c s vivng , hp tp nht l trc mt khch du lch .

Cng vi tc phong nhanh nhn , hng dn vin du lch cn linh hot vsng to trong cng vic . Bi l , mi trnh t c sp xp d khoahc n my vn c nhng khuyt im . Hng dn vin trong chuyn dulch phi lm vic trc tip vi khch . Khch du lch a dng v ccu (tnh cch , thi , la tui , sc kho ), kh nng ti chnhnn rt d c nhng vn ny sibnh . Ngoi ra , vi tour di ngy ,vi on khch ng , vi cc tour du lich mo him , vi nhiu nhn tthng xuyn v bt thung cng vi iu kin thi tit , kh hu thayi , hng dn vin du lch phi c kh nng gii quyt mt cchnhanh chng , chnh xc , kp thi trong pham vi c th . X l cc tnhhung mt cch linh hot , sng to m khng vi phm php lut ,hay hpng, khng nh hng hay nh hng t ti chuyn du lch hon ton phthuc vo hng dn vin. Trong cc tnh hung bt thng, phong cchlinh hot v sng to ca hng dn vin s to ra s tin tng, yntm, thoi mi cho du khch v gp phn hn ch n mc thp nht nhngtn tht nu c cho cc bn c lin quan.

Mt hng dn vin du lch c kin thc chuyn mn. Nghip v,chnhtr, ngoi ng gii nhng thiu linh hot, sng to trong nhng honcnh c th th hiu qu hot ng hng dn s hn ch, i khi nmc rt thp. V l , mt kha cnh nht nh, phong cch linh hotsng to cng l mt loi kin thc m hng dn vin du lch phihc hi v thc hin nu mun tr thnh ngi tho ngh v t chiu qu kinh doanh du lch cao.

Tt nhin,mc linh hot, sng to ca hng dn vin cng vi tcphong nhanh nhn v cc phong cch thng c lin quan trc tip vinhau,tc ng ln nhau v dn n hiu qu ca hot ng hng dn dulch khc nhau. Mc v mi lin h gia cc phong cch khng thnh lng mt cch c th v my mc. Cc hng dn vin du lch uc thc c u ny. t ti phong cch , hng dn vin vaphi hc hi,va phi t rn luyn mnh nh mt yu cu ngh nghip btbuc.

Bn cnh tc phong nhanh nhn,linh hot hng dn vin du lch cng cnc thi ci m,lch thip trong giao tip vi khch v ni chung vimi ngi. K t bui gp g v lm quen u tin cho lc vy cho,chiatay khch, hng dn vin du lch cn c m, thn thin vi nhng ngim mnh c phc v. Thi ny gn lin vi phong cch lch thiptrong giao tip,hng dn v gip khch du lch, i tng m hngdn vin phc v. Trong nhiu hon cnh khc nhau, hng dn vin khngc bc l nhng cm xc khc thng nh lo lng, v vp, cu knh, hhng, tc gin, trc khch du lch,thi c m v lch thip cahng dn vin sl nhng iu kin tt chim c tnh cm cng nhthi tin tng,qu trng ca khch. C m,lch thip v t nhin(theo ng ngha ca t ny) l yu cu chung c tnh nguyn tc ivi hng dn vin. Song vic th hin cc phong cch ny li ph thucvo tng hng dn vin thc hin c hiu qu nht hot ng hngdn du lch. Trc cc on khch c nhiu nhn vt quan trng, cnhng ngi kh tnh, c nhng ngi king k nhiu th hay nhng lnu hng dn khch quc t li l nhng khch c hc vn cao chnghn, hng dn vin du lch c th t ra lo lng. iu c th dnti nhng hnh vi v li ni thiu t nhin nh hng ti hot ng sau. Cng c nhng trng hp gp li khch quen, hng dn vin cn byt s vui mng nhng khng nn t ra qu v vp, thn mt,d gy hiulm t chnh nhng ngi khch trong on. Tt nhin,thi lnh lng,knh kiu hay cu gin s lm gimhiu qu hot ng hng dn, thmch lm hng hot ng ny m hng dn vin l ngi c li. Trong cctnh hung khc nhau,thi ci m ,lch thip,t nhin ca hng dnvin vn rt cn thit khch du lch d ho ng,tin mn v i khic s chia s nhng iu nht nh.

c phong cch ny, hng dn vin du lch phi rn luyn cc ngthi chun xc khi tipc v hng dn khch tham quan ti im du lchhay trn l trnh. Chng hn,chn t th ngi,ng trong khi hng dnkhch trn cc phng tin vn chuyn khc nhau sao cho thch hp.Trong qu trnh giao tip, ch dn,thuyt minh hng dn vin du lchphi ch ti hng ca mt mnh. Hng nhn sai c th phn tn sch ca khch hoc c th gy hiu lm, gy s kh chu cho khch.Thng thng, khi va ch dn,va thuyt minh cho khch quan st vlng nghe, hng dn vin nn chn t th ng thch hp c th amt nhn vo i tng tham quan mt cch chnh xc (cng vi cc ngtc cn thit) nhng ch cn gii thiu hng nhn vo on khch saocho c th quan st nhng biu cm ca c on c ng x thch hp.Trong giao tip, hng dn vin cn trnh nhn vo chn khch,trnhnhn lu vo mt ngi trong on nht l khi ngi c dtt,khimkhuyt hay lmt c gi xinh nht (nu hng dn vin lnam)mt chng trai c v ngoi p (nu hng dn vin l n) trnh b khch hiu nhm l b xc phm hay thin v. Nu cn, nhn luhn vo trng on, hng dn vin s chimc cmtnh ca khch.Nhn chung,hng nhn,nh mt ,n ci ca hng dn vin cn th hins m p,thn mt,m p, khng xung x, khng xa cch.

Trong hot ng hng dn du lch,hng dn vin phi ch ti ccng tc m t ,khch cm thy thoi mi,hng khi, c tn trng.Trong cc ng thi ca mnh, hng dn vin cn ch nht ti vicsa knh, ci m, buc dy giy, gi tcv chn v tr,chon t thng ngi, chn thi gian ln xung cc phng tin giao thng haytrong cc im tham quan. Hng dn vin thng xung khi phng tinvn chuyn trc tin c th gip khch v dn ng, v ln phngtin sau cng kim tra s y , s an ton ca khch. Tuy nhintrong nhng trng hp c th, kh nng ng x linh hot ca hng dnvin l rt quan trng.

Mt khc, nhng phm cht v phong cch ngh nghip ca hng dn vindu lch cn c th hin ch,h phi lun gi im tnh v khng byt ngh tc thi ca mnh trc khch. Vi phong cch ny, hng dnvin trnh c nhng quyt nh thiu chnh xc v cha tnh ht khnng gii quyt. Cc phong cch m hng dn vin cn c v c c lphng tin hu hiu cho ngh nghip ca h vng vng hn,cho hot nghng dn thnh tho hn,li ch nhiu mt s y hn v hn chc nhng iu ng tic, nhng s sut khng ng c. Cc phong cchca hng dn vin do hc tp rn luyn m c c,s gip h chngnhng hon thnh tt nhim v hng dn khch tham quan theo hp ngm cn gip hng dn vin bit phn on,a ra nhng quyt nh ngn, kp thi, cn thit khi sy ra nhng tnh hung bt thng.

2. c tnh Ngoi kin thc vng vng vi phong cch c rn luyn thnh thotrong nghip v, hng dn vin du lch cn c nhng c tnh m thiucc c tnh y,hiu qu lao ng ngh nghip s b hn ch nhiu.

c tnh u tin m hng dn vin du lch cn c l s chn chn vtnh k hoch. Tc phong nhanh nhn, linh hot cng vi c tnh nyto cho hng dn vin c c nim tin mn cao t pha khch v ycng l c tnh rt cn thit. Chc chn, thn trng trc cc quytnh, cc bin php cn gii quyt trong cc tnh hung cng nh trongton b hot ng hng dn du lch chnh l cha kho cho ngh nghipca hng dn vin. c tnh ny th hin trong ngn ng,c ch, trongcc kin phn tch nh gi v gi tr ti nguyn du lch,v t nccon ngi,v quan h quc t, m hng dn vin a ra. c tnh nyth hin trong vic n khch, kim tra cc dch v phc v khch theotho thun v gip khch, tr li cc cu hi ca khch,nht l cccu hi ngoi ni dung tham quan du lch. Tnh k hoch c bit cnthit vi hng dn vin to s chnh xc on khch v m bocho hp ng c thc hin y n tng chi tit, to ra s knhtrng, tn trng ca khch i vi hng dn vin. Tnh k hoch cnggip cho cc c s dch v du lch phc v khch theo hp ng thunli,ng thi hng dn vin c iu kin b sung nhng khim khuyt,nhng thiu ht v nhiu l do trong qu trnh dng dn du lch. Vli, chn chn v k hoch l s bo m c v php l (giy t camkt) c v kh nng truyn t kin thc ca hng dn vin h cc s nhn h, th thi nht nh.

Mt c tnh khc cng i hi hng dn vin du lch phi c l tnhchn thc,lch s,v t nh. c tnh ny i hi hng dn vin trongmi c ch,li ni, trong cc hot ng hng dn du lch u phi coitrng khch bng nhng thng tin cnh xc, bng s n cn, bng nhngng x c vn ho v c rn luyn,c gio dc mt cch n np. Tnhgi di rt kh che y trc khch du lch v khi c l s gynhng hu qu xu cho hot ng hng dn, t nht l s thiu tintng ca khch vo hng dn vin.

Lch s v t nh l c tnh chung ca nhng ngi tip xc vi khch.Trong hot ng hng dn du lch, c tnh ny c th hin ngay tkhi bt u cuc gp g cho n khi kt thc tour. Trong nhng lnhng dn du lch, hng dn vin s gp phi nhng tnh hung m khchc nhng li ni, hnh ng gy bi hay kh x tnh t nh ca hngdn vin l rt cn thit. c tnh ny xut pht t lng t trng v thc tn trng khch ca hng dn vin. Hng dn vin khng c xcphm , khng by t thi yu ght vi cc thnh vin ca on khch.Nhng hng dn vin cng phi bit t trng,khng v bt c l do gt h thp nhn cch phm gi ca mnh khch du lch xem thng. Biv hng dn vin cn l ngi i din cho ngnh, cho dn tc, qucgia. Lch s v t nh, chn thnh l nhng c tnh c bn ca hngdn vin du lch. Bn cnh , s lc quan vui v cng to nn kh nngt hiu qu cao trong hot ng ngh nghip ca hng dn vin. Nhnchung, khch du lch mun s dng thi gian rnh ri, tin bc vo mcch gii tr, ngh dng, kt hp cng v, tm hiu vn ho, thay imi trng sinh thi nn rt cn s vui v, d dm v i cht hihc ca hng dn vin. N ci ti tn,nh mt hn hoan,nhng lini gi nim hy vng,hng thin, ng vin ca hng dn vin u lmm lng khch du lch, gp phn tng hiu qu , gy n tng tt chokhch. iu cn ch l c tnh lc quan y phi c th hin mtcch kho lo v t nhin. Mc khc, nhng tng ca hng dn vinkhng phi lc no cng bc l. Mt cu chuyn vui, mt v von gyciphi n nhp vi bi cnh ca hot ng hng dn v phi v hn(chng hn, iu khng v hnh hay c xc phm ti bt k thnhvin no trong on).

S kt hp nhun nhuyn cc c tnh v phong cch cn c l nhng mbo cho hng dn vin thc hin nhim v hng dn du lch thnh cng.Tt nhin, yu cu kin thc v cc yu cu khc cng rt cn thit.

I. NHNG PHM CHT V NNG LC KHC Kh nng ngn ng, k nng giao tip,trang phc, trang im, sc khol nhng phm cht v nng lc c kt hp vi cc phm cht v nnglc gii thiu trn,hnh thnh ngi hng dn vin du lchnhng chun mc ngh nghip.

1. Kh nng ngn ng v k nng giao tipD c phng tin k thut, hng dn vin du lch vn phi s dngngn ng ca mnh l ch yu thc hin nhim v. V vy, hng dnvin phi luyn cch pht m mt ch chnh xc v phi iu tit mlng mt cch nhp nhng. Tng t ng c s dng phi d hiu, dnh vi ging ni ca ring mnh c sc truyn cm,cun ht khch dulch,gy n tng mnh vi khch. Ging ni ca hng dn vin khngcng thng hay lng tng p ng,nht gng m phi t nhin,thoi mi.Nhng t a ngh a,ti ngha cn trnh s dng v khng ni li vntt. Thng thng, hng dn vin cn s dng cc cu n gin v ngngn nhng thng tin. Nhng t dng trong cc cu n gin v ngngn nhng thng tin. Nhng t dng trong cc cu cm thn hay t mcn hn ch s dng trong ngn ng hng dn nh cc t :kinh tm,khng khip, gh rn, tuyt vi nu dng thng xuyn n mc lmdng hay khng ng ng ch s gy cho khch cm gic b cng iu hohay hng ht sau . Vic h ht, ku la trong khi hng dn cn htsc trnh.

Hng dn vin cn luyn cho ging ni chun v c gng trnh dng ccng iu a phng t c tnh ph cp. Khi s dng ngoi ng, trnhdng nhng t m hng dn vin khng r ngha v nn dng cc cu ngngn, xc tch. Cn ch ti vic s dng cc th, cc thc v cc danht, ng t v tnh t mt cch chnh xc biu t ng thng tinti khch. Hng dn vin cng khng s dng cc t im thng xuynhoc nhng t c dng lp ch trng nh O.K, As you know, Actually (Ting Anh), Bon , Comme vous savez (ting Php)

Hin nay, hng dn vin du lch cn s dng micro hay mt s phngtin khuych m khc (thng l vi on khch ng khi tham quan cci tng, khi di chuyn trn t, tu ho,tu thu) cn phi ch cm micro mt cch chc chn v t nhin (khng xo ngn tay, khng nmhai tay,khng bung li). Cn phi ni chm hn bnh thng mt cht viu chnh ln ca m thanh cho va m lng vi khch v lun lunhng micro theo hng quay ca hng dn vin trnh mt ting haynh ting. Khng dng loi micro c ting vang nh dng biu diu vnngh v khng ho,ht hi hay ht th vo micro khch nghe thy.

Cng vi k thut v ngh thut s dng ngn ng, hng dn vin phihiu v ng x vi khch du lch theo ng cc qui tc v ngh thutgaio tip. Cc qui tc v ngh thut ny c th hin y v chitit mn khoa hc giao tip, c s lin quan cht ch vi mn tm lkhch du lch. Trong mi trng hp, hng dn vin cn phi c thi ng x nh sau:

- Cn ch ng cho hi khch du lch v nhng ngi lin quan trc trong t th hng dn vin l ngi ch.

- Thn trng v chnh xc, lch thip khi xng h vi khch c latui,gii tnh, cng v x hi (hoc tn gio) khc nhau, nht l khis dng i t nhn xng.

- T r s quan tm ti tt c cc thnh vin trong on khch khng thin v hay qu ch , qu th vi mt ai.

- Cn nm vng nghi thc giao tip vi khch du lch t cc dn tc,quc gia khc nhau (chng hn: khng bt tay khch du lch ngi Anhkhi mi gp ln u, cch cho trnh trng,cu k, lch s ca ngiNht, ngi M, ngi c, ngi Php,ngi Trung Quc)

- Cn nhn thng vo mt ngi khch trc tipni chuyn vi mnh.Trong trng hp tip chuyn mt on khch,nn nhn thng vo tngngi trong chc lt v c th dng lu hn trng on.

- Khi tham gia gii tr,th gin vi khch (khng phi trong thi giantham quan) cn xin php khch lch s nu mun ht thuc. Hng dnvin khng ht thuc,khng nhai ko cao su khi ang thuyt minh, chdn cho khch.

- Khng lm nhng ng tc gy nhng phn ng khng cn thit t khchhoc nhng ng tc b coi l thiu t nh, thiu lch s (bng ngntay, b ngn tay,ngp l liu, xa rng l liu v.v)

- Cn hng dn khch cch n ung mt s mn ca dn tc,ca aphng v cn nmvng cc nghi thc n ung khi d tic cng khch (ccnghi thc ny cn phi hc v ng x thnh tho).

- Cc c ch cn c s dng chnh xc v khng lm dng trong nhngtnh hung c th. Chng hn, c ch lm tng s ch ca khchcng vi li thuyt minh,lm vn d hiu hn,d tip thu hn. T thlun t nhin thoi mi v t tin,cc c ch phi hp nhp nhng.

- Cn sn sng cm n v xin li khi gp nhng trng hp cth,lun gi nt mt ti tn vi n ci trn mi, nhng cu chuynvui, hi hc khng lc lng vi khung cnh v phi v hi.

Kh nng ngn ng v k nng giao tip l yu cu nghip v v l mtngh thut, nn hng dn vin cn phi hc hi rn luyn thng xuyntrong cng vic. Cng vi thi gian,lao ng ngh nghip s lm chohng dn vin nhun nhuyn hn. Li ni, iu b,c ch va chnh xcva t nhin ca hng dn vin s chim cm tnh ca khch.

2. Trang phc,trang im, t thBt c mt ngi lm dch v du lch no cng phi n mc gn gng, phhp vi cng vic i hi. Nhng nhn vin phc v bn v nhn vin ntip trong cc khch sn, cc a l du lch v hng dn vin lnhng ngi trc tip phc v, gp g khch du lch cn phi c trangphc chun mc nht. Trang phc c th theo ng phc ca c quan,theothi tit hay theo loi hnh du lch. Khi thc hin hng dn cho khchtheo loi hnh du lch th thao, du lch leo ni mo him hng dnvin cn c trang phc gn, thun tin. Nhng khi thc hin hng dntheo loi hnh du lch l hi, tm linh cn phi c trang phc trangtrng lch s. Nhn chung hng dn vin cn c trang phc va hini, ph hp va th hin bn sc dn tc ca mnh ng thi th hins tn trng vi khch du lch,gy c thin cm vi khch du lch.Mt hng dn vin tho ngh s ch ti tm l , tp qun n mc cakhch du loch cc quc gia ,cc vng khc nhau. (Khch t cc nc:Thu S, Php, H Lan, Italia, Thi Lan rt coi trng trang phc).Giy, dp ca hng dn vin hnh ngh phi tt, c ma st chngtrn. Lun c lau chi sch s. Trong cc ln di chuyn trn thangmy,i d tic ti hay cc ba tic c tnh cht long trng, hng dnvin cn ch k hn ti trang phc. Mu sc ca qun o,vy cn mutao nh. Hin nay nhiu hng du loch, hng dn vin c xu hng sdng vy mu m,qun o mu sng.

C trang phc gn,p, hng dn vin cn khuyn khch khch n mc choph hp vi loi hnh du loch v l trnh tham quan (khi leo ni, xuynrng, hay d cc bui lhi nhng ni tn nghim) ph hp vi thitit, kh hu trong thi gian din ra chuyn du lch.

V nguyn tc, hng dn vin cn trang im v bit trang im chop, lch s nhng cn ph hp vi gng mt,hnh th v mu da camnh. Hng dn vin cn c kiu tc, di tc hp l v chi tc gngng sch s, mng tay, mng chn cn c gi gn. Cu tc ng : Cirng, ci tc l gc con ngi rt ng vi yu cu ca hng dnvin. V vy, h phi trau chut n hm rng,n ru ria mp, n lngtay. H cn gi gn c th sch s, hi th thm tho. Mi thm c cyc a chung hn nc hoa. Ni chung nn trnh s dng nc hoa khikhng cn thit hoc ch cn dng cc loi nc hoa nh mi: phngnhng trng hp khch d ng vi nc hoa.

Trang phc v trang im ca hng dn vin l yu cu nghip v nhmlm cho khch du lch c thin cm, ho ng,tn trng v tn nhimhng dn vin.

Cc t th ca hng dn vin i hi ph hp vi loi hnh du lch,phng tin di chuyn a hnh c i tng tham quan. Nhng yu cuchung v hng dn vin v cc t th l:

- T th phi t nhin trc khch du lch v ngng u va phi,ngay ngn, t r s lch thip, trang trng v thn tnh.

- Khi di chuyn khng vi vng hp tp hay r r, chm chp v khngchy, khng nhy chn so (tr trng hp c bit ); cn ch ti ccvt cn, vng trn ng di chuyn.

- Th ng lun can bng, trng lng phn b u trn hai chn, long thng, tay t nhin (c khi cm micro).

- Khng cho tay vo ti o, ti qun; khng da vo tng,cy, vo cc vth khc nhau khi ang thuyt trnh mt t.

- Cn ng hay ngi v tr khch c thnghe v thy r hng dnvin nhng khng che lp i tng cn quan st , ch dn v khng gaycn tr cho ngi qua li.

Trong nhng hon cnh khc nh kim tra s bo m ca cht lng, slng ca cc dch v du lch theo hp ng, gii quyt cc tnh hungpht sinh, th gin, mua sm gip khch hng dn vin c th c cct th tng i thoi mi hn. Nhng trong bt k hon cnh no cngkhng lm mt lng t trng c nhn, t tn dn tc,vi phm o cngh nghip v thiu tn trng hay xc phm khch.

3. Sc khoHng dn vin du lch thng khng i hi lao ng c bp,khng ihiphi mang vc gnh gng nhng vt dng nng n song lun lun cn csc kho n nh v phi thc hin nhiu thao tc v hot ng nghipv, hng dn vin phi c kh nng chu ng cao. Hng dn vin ngthi phi chm lo c nhng iu nh nht cho tng thnh vin ca onkhch, trong khi bn thn hng dn vin s dng sc lc cho cng tcchuyn mn nhiu hn hn so vi khch. V th s do dai, bn sc lmt yu cu vi hng dn vin,tuy khng phi l yu cu v vc dng toln, c bp cun cun mang vc hn ngi. Yu cu v sc kho ca hngdn vin cn bao gm c hnh th khng c nhng d tt c th lm chokhch khng thoi mi khi cng i. Hng dn vin cn bit t iuchnh sc lc sao cho ph hp cng mt lc c th thc hin vichng dn ng thi bo m an ton cho khch,an ninh trong chuyn igip khch khi cn m vn gi c phong cch nhanh nhn,cn trng,thn thin v dng v kh i,ti tn. Nhng chuyn i di ngy ti ccvng kh hu khc nhau,vic n cng that thng,hng dn vin cngcn c kh nng chu ng cao. S kt hp c hot ng tr tu v hotng c bp cng mt lc v thng lp li cng gip cho hng dn vinthch ng vi hot ng ngh nghip.

4. Vic ni chuyn trn in thoiVic ni chuyn trn in thoi khng phi l kh khn v nay l moatloi phng tin quntng i vi hng dn vin. Yu cu giao tip quain thoi trc heat phi t ging ni m p, truyn cm ri mi tinhng ni dung thng tin cn trao i cng vic qua in thoi cnchun b nhng iu kin, cuc gi khng b gin on khng cn thit(bt, giy, nhng nidung cn truyn t phi ghi sn) v quan trngnht l d vi v cng cn gi thi im tnh,vui v.nhng yu cuchung nht khi ni chuyn qua in thoi l:

- Gii thiu ngay vi ngi i thoi v h tn, chc v ca mnh v ngh ngi cn gp qua in thoi.

- Sau khi cho hi thn tnh v ngn gn, cn trao i ni dung cn thit mt cch r rng,chnh xc y v ngn gn.

- Trong qu trnh ni chuyn,lun t thi thn thin ng mc, ngdanh xng; khng ni trng khng,nht gng, trnh ngt li ngi ithoi; khng cng mt lc ni chuyn vi ngi khc.

- Cn trnh kt thc ct ln m nn cm n ngi i thoi v ngi gi gc my trc.

- Kt thc vic ni chuyn in thoi, khi cc ni dung thng tin c trao i v c hiu ng t c hai pha.

- Trnh tranh lun gay gt hay ni rm r qua in thoi, trnh chmchc,ma mai, chi th, trnh ht thuc,n qu trong lc m thoi.

- Hng dn vin cn thc v s tit kim tin bc khi trao i quain thoi. Mc khc k nng giao tip qua in thoi lun li hiuqu tt hoc khng tt ti cng vic v cc mi quan h nhiu chiu.

Nhng phm cht v nng lc ny l mt trong nhng iu kin hngdn vin du lch hot ng c hiu qu tt,em li li ch nhiu mtcho c t chc kinh doanh du lch, cho khch v cho bn thn hng dnvin. Trong thc t,cc phm cht v nng lc ny c hnh thnh vhon thin hc hc tp, rn luyn t sch v trng lp,t ng nghipv tri qua qu trnh hnh ngh.

CU HI N TP V THO LUN

1. Phn tch c im lao ng ca hng dn vin du lch v nhng kin thc c bn cn c hng dn vin du lch.2. cng tc hng dn du lch c hiu qu,hng dn vin du lch cn phi trau di nhng c tnh v phong cch g?3. Ti sao ni,sc kho, kh nng giao tip v din mo ngoi ca hngdn vin du lch c nh hng rt ln n hiu qu hng dn du lch?

2. Thi gian ca chuyn du lch. di thi gian ca chuyn du lch cng tc ng ti hot ng hng dn du lch cc mc khc nhau.Vi nhng chuyn du lch di ngy ca on khch, hot ng hng dndu lch lun lun c thc hin theo lch trnh mt cch y , adng. Hu ht cc b phn lin quan u c huy ng v vic m bocho chuyn du lch c thc hin trn vn, k c cc lnh vc thngtin qung co mi gii trung gian..Hng dn vin du lch c th khngtr tip tham gia phc v mt s lnh vc nhng cn phi c s phi hpng b trn c s nm nhng thng tin cn thit cho hot ng hngdn ca mnh. Cng trong chuyn du lch vi ngy, hng dn vin s bcl kh nng nghip v v kin thc nhiu mt mt cch r rng hn. Do s t thn vn ng cng cao hn, v n tc ng tr li trong hotng hng dn du lch.Vi nhng chuyn du lch ngn ngy, s tc ng ca yu t thi giann hot ng hng dn du lch. Trong trng hp ny, hot ng hngdn du lch ch yu tp trung vo vic ch dn v gii thiu cho khchnhng i tng tham quan, cc c s ngh dng, gii tr. Hng dnvin du lch c th b qua mt s khu do khch khng c nhu cu vkhng c thi gian, vt cht cn thit. Song, vic thng tin, tuyntruyn, qung co thng khng th b qua.II. C CU KHCH DU LCH V PHNG TIN VN CHUYN KHCH DU LCH1. C cu khch du lchy l mt trong nhng yu t tc ng mnh nht n ni dung v cht lng ca hot ng hng dn du lch.Trc ht l s lng khch du lch trong on. Nu s lng thnh vintrong on khch t, hot ng hng dn du lch thng c tin hnhthun li hn. Trong trng hp ny, nhng m bo v dch v, nhngthng tin ti khch hng c tip nhn d dng hn, y hn. Hngdn vin c th quan tm ti tt c cc thnh vin trong on. Ni dungv cht lng ca hot ng s c m bo hn.Nhng nu on khch c s lng ln, hot ng hng dn du lch cnphi c t chc mt cch rt khoa hc ng thi phi rt c th nhmp ng nhu cu ca mi thnh vin trong on theo hp ng, theochng trnh nh. Vic t chc hot ng hng dn on khch c slng ln phi c s phi hp trc tip ca nhng b phn chc nng vc th do nhiu hng dn vin m nhim. Trong trng hp ny, giacc hng dn vin phi c s phn cng cc cng vic mt cch r rng khng chng cho hay lng tng, ng thi phi c s nht qun ttrc v cc ni dung thng tin, qung coMt khc, c cu ca on khch du lch cng l yu t c tc ng lnti hot ng hng dn du lch. C cu ca on khch gm dn tc, latui, ngh nghip, gii tnhthng thng on khch c cng dn tccng la tui, cng ngh nghip th tc ng thun li hn ti hotng hng dn du lch. Bi l, vi c cu ny khch du lch thng ccng tm l dn tc c trng vn ho v s thch thi quen. Hng dnvin du lch v cc c quan chc nng c lin quan c th d dng tchc hot ng hng dn du lch t hiu qu cao, cht lng tt stho mn cc nhu cu chnh yu ca khch du lch s c p ng thunli hn. C cu on khch cng phc tp vic t chc hot ng hngdn du lch cng i hi nhiu cng sc tr tu v i khi l nhiuhng dn vin du lch phi cng tham gia mi c th m bo v nidung v cht lng ca hot ng hng dn.Khch du lch n t nhiu dn tc s c s khc nhau v ng x vnho, tm l truyn thng, tn gio s thch .. Hot ng hng dn dulch phi c chun b v t chc sao cho p ng c cc nhu cu cakhch m vn bo m thi gian, l trnh li dung v khng gy ra sthnh kin hay thin v trong nhn thc ca khch. y nguyn tcchung l hot ng hng dn du lch phi th hin s bnh ng vi ttc khch t cc dn tc khc nhau v c gng ti mc cao nht thomn nhu cu chung ca khch. Hng dn vin du lch pha tm c imtrung nht ca mi thnh vin trong on phc v. Tm c mu schung ca cc khch t nhiu dn tc khc nhau, hng dn vin c thchia khch thnh nhng nhm theo dn tc trong nhng hon cnh c thp ng tt hn nhu cu ca khch, bng cch b sung thng tin hay nidung phc v hot ng hng dn du lch.Trong t chc hot ng hng dn du lch vi khch thuc nhiu dntc, nhn ng ca cc khch cng nh hng ln n hot ng hng dndu lch. Nu khch c ngn ng khc nhau, hot ng hng dn s rtphc tp v nng n, i hi hng dn vin ( hoc phin dch) s dngcc th ting ca khch.La tui v cc gii tnh ca khch cng tc ng rt khc nhau tihot ng hng dn. Chng hn, khch du lch la tui thanh nin tmsinh l s thch, hnh vi . Khc vi la tui trung nin tui gi.Hot ng hng dn du lch cn c t chc cn c vo c cu latui. Vi thanh nin, hot ng hng dn i hi s phong ph, sinhng, c s kt hp nhiu chng trnh tham quan vui chi gii tr, ththao xen k nhau v i khi lin tc thm ch phn mo him ( nhngphi m bo an ton ). Nhng thng tin trong chuyn du lch thngkhng cn t m v hn lm nh vi khch la tui trung nin c trnh nhn thc cao, c kinh nghim sng. Song nu on khch ch gm namthanh nin, hot ng hng dn cn c s khc nhau nht nh.Khch du lch tui trung nin, tui gi thng c nhu cu nghdng nhiu hn, nhng thng tin theo mc ch du lch su rng vchnh xc hn. S thch trng thi tm sinh l ca h cng khc vi latui thanh nin. H cng c kinh nghim sng, c kin thc v d c ntng v hnh vi ng x no ca hng dn vin hay nhng ngi,nhng ni phc v. V vy hng dn vin du lch ni ring, h ot nghng dn du lch ni chung cn nm vng cc c im la tui v tml la tui. Nhng thng tin v tng vn i hi c truyn tchnh xc t m hn v nhp hng dn cn m bo cho khch khnng tip thu.Khch du lch trong on c cng ngh nghip thng c xu hng quantm n nhng vn lin quan ti lnh vc ca mnh nhiiu hn. H thngc nhng thi quen, c nhng ng x gn ging nhau do ngh nghip tonn. Vi c cu ny, nhng tc ng ca n ti hot ng hng dn dulch l thun li. Vic t chc hot ng hng dn du lch cn ch ti thi gian, s thch y trong b tr cc dch v v cn dnh nhiuthi gian, ni dung nhng thng tin gn vi ngh nghip ca h. Trongtrng hp khch du lch c nhng nghi nghip ging nhau, hot nghng dn du lch cn bo m ni dung v cht lng chuyn mn chungnht. Nhng thng tin ca hng dn vin cung cp cho khch nn mangtnh tng hp chnh xc v khng thin lch v lnh vc no c.2. Phng tin vn chuyn khch du lchC th thy r rng phng tin giao thng c s dng vn chuynkhch du lch cng l yu t tc ng khng nh ti hot ng hng dndu lch. Phng tin vn chuyn to thun li hay kh khn cho s tipxc gia hng dn vin v khch du lch v cc hot ng hng dn.Nht l hot ng thng tin tuyn truyn ca hng dn vin trn ltrnh ph thuc phn ln vo loi phng tin c s dng. S l thunli hn cho hot ng hng dn du lch ca hng dn vin khi s dngphng tin vn chuyn khch du lch l t. Bng loi phng tin nykhch du lch v hng dn vin thng xuyn c tip xc vi nhau mtcch trc tip, t c cc i tng khc xen vo trn l trnh. Thngtin tuyn truyn, qung co trn t d dng hn c so vi cc phngtin khc. Mt khc, hng dn vin c iu kin theo di trng thi vcc ng x ca khch nhiu hn nn c th iu khin tm trng cakhch hoc iu chnh ni dung hot ng hng dn cho st, hp vi yucu v kh nng thu nhn ca khch hn. Cc hot ng gii tr, thgin cho khch du lch cng d thc hin hn.Trn phng tin l tu ho, khch du lch c th b phn chia vo ccch ngi khc nhau, thm ch nhng toa khc nhau. Ngay c khi ngicng 1 toa. Hng dn vin du lch cng kh hng s ch ca khch vomnh, v s tip nhn thng tin s kh khn hn. Thi gian giao tipca hng dn vin vi khch cng t hn so vi trn phng tin lt, tm trng ca khch kh nm bt hn v cht lng hng dn kh chiu qu nh trn t.Khi s dng phng tin vn chuyn l my bay, khch du lch thngngi vi cc hnh khch khc . Nhng qui nh ca hng hng khng vikhch hng khin cho iu kin v thi gian giao tip ca hng dnvin vi khch gim xng thp hn. Do , cht lng hot dng hngdn du lch kh bo m tt, cc thng tin trn l trnh c th thchin c. Hng dn vin du lch thng ch cng tip vin hng khnggip khch du lch khi h mt mi, au yu bt thng, hoc lm ccth tc hi quan, bin phng, y t v m bo s khch ln, xungmy bay.Trn phng tin vn chuyn l tu thu, hot ng hng dn du lcthng kt hp vi hot ng ca cc nhn vin phc v ca tu. Chtrong trng hp tu khng b lc, rung v cnh quan khi tu chy quacn c gii thiu ( mt di tch: mt lng qu c nhng nt c o cth quan st bn sng, mt hin tng thin nhin k th hay c otrn bin, mt hn o hay mt di b p chng hn ) hng dn vinmi c iu kin ch dn v thuyt minh cho khch. Tuy nhin iu nykhng phi lc no cng thc hin c.Khch du lch di chuyn trn cc phng tin khc nh xch l, xe my,th ln ( voi nga , lc ), b mng hoc i b ( trng hp thchin citytour ) hot ng hng dn ni chung kh c iu kin thchin hn. Nu c, cng ch gii hn nhng thng tin tm lc, hn hpv vic gip khch trn phng tin di chuyn.Cng cn ch l, ngoi c cu khch du lch v phng tin vn chuynkhch du lch c tc ng ti hot ng hng dn khch du lch, xu thchnh tr ca khch v tn gio m khch du lch tin theo cng c nhhng ti hot ng hng dn du lch. Hng dn vin du lch cng vicc c s dch v cn ch ti nhng in ny theo nguyn tc gi vngquan im lp trng ca ng v nh nc ta nhng khng lm khch cmthy b xc phm hay c thin v. S nhy cm ngh nghip s giphng dn vin trnh c nhng tn hi ti hot ng hng dn du lch.

I. CC YU T TC NG KHC

1. Cc im ca tuyn, trung tm du lch v im du lch.Tuyn du lch thng c lp ra cn c vo nhiu yu t: cc im, cctrung tm du lch khc nhau, di thi gian, chng ng, a hnhcnh quan lin quan, iu kin dch v du lch ..V vy vi nhngchuyn du lch khc nhau, hot ng hng dn du lch cng chu tcng khng ging nhau. Ni dung v cht lng ca hot ng hng dndu lch cng kh c s ng u, v hiu qu ca n ph thuc vo vict chc v kh nng nghip v ca hng dn vin. Vi nhng chuyn dulch c chng ng di, iu kin giao thng kh khn, cc im thamquan, cc c s lu tr, n ung cch xa nhau..hot ng hng dn dulch phi c t chc mt cch khoa hc i khi cn ti mt s hngdn vin. Hn na, cc tnh hung bt thng, nhng vn ny sinhtrong chuyn du lch cng d xy ra nhng chuyn du lch ny, hngdn vin phi linh hot, nng ng v kho lo gii quyt nhng tnhhung, nhng vn y.Vi nhng chuyn du lch c chng ng ngn. iu kin giao thngthun li, cc dch v du lch m bo mc cao, hot ng hng dns n gin v hiu qu hn nhiu.Mt trung tm du lch c th gm mt s im du lch vi nhng c imkhng ng nht nh s lng cc i tng tham quan, cht lng ( schp dn, s c o, kh nng quan st cc i tng xung quanh..), tcng ca cc hot ng chnh tr, kinh t, x hi ca trung tm ny vohot ng du lch. Do , hot ng hng dn du lch cn phi cn cvo c im ny c th t kt qu nh mong mun. Ni chung, cctrung tm du lch cng thng l cc trung tm hnh chnh, kinh t, vnho ca 1 vng, mt min, mt quc gia. Nhu cu tm hiu, tham quan cakhch du lch cng phong ph hn, a dng hn. Vic t chc hot nghng dn du lch cn ti nhu hng dn vin v c th c cc lnhvc chuyn su v cc lnh vc m khch du lch quan tm. Nhng chuyngia mt s chuyn mn: lch s, vn ho, kinh t, kin trc, al..cng c th c huy ng hng dn du lch. Rt nhiu s ng gpca nhng ngi bo nhim vai tr gi thiu cc im du lch ( ph c,nh c hay kin trc c o, cc di tch lch s , cn ho, cc ch,siu th, cc cng vin, bo tng..) cng gp phn quan trng vo hotng hng dn du lch.Cc im du lch khc nhau cng c tc ng khc nhau ti hot ng hng dn du lch.Vic t chc cc hot ng hng dn du lch theo chng trnh nh snl cn thit. Song cn phi cn c vo nhng c im du lch: s lngon khch n im tham quan du lch, loi hnh ch yu ca im dulch v tnh ma v ca im du lch ( bi bin, h, rng, cc danh lamthng cnh du lch, tim nng du lch v th ti im du lch c thkhai thc cho hot ng hng dn du lch, cho s tho mn nhu cu cakhch ) s lng v khong cch, mc thun tin khi di chuyn ticc i tng tham quan du lch . Chnh t cc c im ny , vic tchc hot ng hng dn cn ph hp mi c th t cht lng cao.Cng nhiu c im ca im du lch , ca trung tm hay tuyn du lch,tc ng ca n ti hot ng hng dn du lch cng ln. Cn phi cnc vo c im ny phn cng hng dn vin du lch cho ph hp vikh nng chuyn mn ca h, s dng ng mc cc hng dn vin hpng v phi hp tt vi cc hng dn vin ti im du lch.2 . S phi hp gia cc n v, a phng lin quan n hot ng du lch.T lc chun b cho n khi n tip v t chc hot ng hng dn dulch cho khch, s phi hp gia cc n v, kinh doanh du lch ( cccng ty ,cc hng, cc x nghip ,trung tm du lch v dch v du lch) vi cc a phng c c s dch v du lch hay c ti nguyn du lchc khai thc cho hot ng du lch v c tc ng quan trng. Yu tny c bit c ngha khi hot ng hng dn du lch c t chccho cc on khch vo ma v du lch , cc im du lch , trn cctuyn du lch c dng du khch ln. Mc phi hp c v trch nhimln quyn li gia n v m nhim vic t chc hot ng hng dn dulch trc ht vi cc c s dch v du lch nh vn chuyn khch, lutr, n ung, vi cc ban qun l khai thc cc hot ng kinh doanhti cc im du lch s c nh hng ti hot ng hng dn cho khch.Cc i l du lch, cng vn chuyn, c quan vn ho, c s dchvucn phi c s kt hp ng v cng t chc thc hin hp ng. Mc hp tc gia cc bn lin quan nh hng trc tip ti hot nghng dn du lch. Ti cc n v ny, iu kin m bo cc chuyn dulch ca khch ni chung v tham quan du lch ni ring c th hin s chu o chnh xc v linh hot cc tho thun. cng l iu kincho hng dn vin du lch ch ng hot ng hng dn du lch theolch trnh ra thun li hn, chnh xc hn, t hiu qu cao hn.Ngoi ra, s phi hp, ng h ca cc n v, c quan nh cng an,ngoi giao, y t, bo him ca cc a phng l trung tm hay im dulch m on khch n tham quan, ngh dng ,nghin cu cng rt c ngha. Ngay c cc a phng ( c chnh quyn v nhn dn ) trn tuyndu lch cng gp phn vo hiu qu ca hot ng hng dn du lch,nht l khi c cc tnh hung bt ng xy ra.Hot ng hng dn du lch l hot ng chu tc ng ca nhiu yu tv lin quan ti nhiu t chc, nhiu ngi, nhiu lnh vc i sngkinh t x hi, v c nhng c im, nhng yu cu ngh nghip rt rrt. C quan kinh doanh du lch v hng dn vin du lch nm vng ccyu t tc ng ny, mc tc ng ca chng trong nhng iu kin cth, s t chc hot ng hng dn t hiu qu hn.[

CHNG IVT CHC HOT NG HNG DN DU LCHI. CHUN B V N TIP KHCH1. Chun bVic chun b n tip khch du lch ( theo on hay i l ) l cngvic rt quan trng hot ng hng dn du lch c sun x trongsut chuyn du lch. Cng vic chun b l ca mt s ngi cc bphn chc nng ca t chc du lch. Nhng, hng dn vin du lch phic s chun b chu o vi nhng iu c bn nh sau:Trc ht, cm tm kim v ghi nh nhng iu khon trong hp ng dulch gia t chc du lch vi khck hay gia t chc du lch gi khchvi t chc du lch nhn khch. Nhng iu khon quan trng nht linquan ti hot ng hng dn du lch cn phi nm vng ( c chngtrnh tham quan du lch, cc dch v c bn v dch v b sung vi slng, cht lng, chng loi, a im ) quyn li v ngha v ca cct chc, cc c s dch v du lch c lin quan, ca trng on v cakhch du lch. y l c s quan trng nht c s chun b tip theov thc hin hot ng hng dn du lch.Th hai l, hng dn vin cn tm hiu chng trnh du lch ca khch c nh trc. Nhng thng tin rt quan trng cn nm vng l thigian n v kt thc chuyn du lch ca khch: c cu ca on khch vs lng ca on khch: c s dch v lu tr, n ung, vn chuyn,phc v gii tr, ngh dng ca khch, chng trnh tham quan, v.v.Sau , hng dn vin cn tm hiu v nm c ti liu ca tuyn dulch, thm ch phi mang theo ti liu ca tuyn v bn ch dntuyn, im tham quan ca chuyn du lch s hng dn khch. Tt c ccchi tit v tuyn du lch, v chng trnh, v im du lch trong tournu c iu cha r cn phi tm hiu kp thi trc khi n khch vnn ghi nh vo s tay ca hng dn vin ( k c a ch, s inthoi v ngi cn lin h khi cn thit.)Tip theo, hngdn vin nhn cc giy t, ti liu phc v hot nghng dn du lch nh: giy u quyn ca hng dn vin, bin bn thchin cc dch v, giy chng nhn, s tn dng ( hoc sc ) tin mt,ti liu phc v tuyn truyn qung co, cc giy t lin quan tikhch ( c bit l bn danh sch c nhng thng tin chi tit v onkhch nh h tn, ngy sinh, quc tch, tn gio, c im ring)Tu iu kin c th, hng dn vin c th kim tra s y v mbo sng sng n khch ca cc c s, cc phng tin vn chuyn.kp thi b sung hay sa cha nhng thiu xt, sai lch. Vic kim trany c th o cc b phn chc nng ca t chc du lch thc hin songc s tham gia ca hng dn vin l tt nht.Ngoi ra, hng dn vin phi c s nht k chuyn du lch ghi chpcc hot ng, cc thng tin, lch trnh hot ng hng dn du lch vnhng iu cn thit khc. Hng dn vin cn cn tm hiu nhng thngtin khc nh t gi ngoi t thi im gn nht ( ch ngoi t mnhv tin ca quc gia m khch sinh sng, khch c th mang theo ) ccth tc hi quan bin gii, cc ph bu in, nhng vn nng bngv an ninh du lch.Nhng chun b ban u ny cng chu o c th bao nhiu sng to thun li cc hot ng hng dn du lch by nhiu.2. n tip khch du lch.Hng dn vin c nhim v n khch . Hu ht khch du lch ln ugp g, tip xc vi nhng nhn vin mt cch trc tip. An tng cabui go g v lm quen ny c ngha c bit quan trng i vikhch du lch. N c nh hng su sc n mi quan h ca on khchv hng dn vin trong sut chuyn du lch sau ( v c th cchuyn du lch sau ). V l hng dn vin cn c s thn trng vlinh hot trong ng s vi on khch ( c trng hp khch du lch chbit n cng ty du lch qua ngi i din duy nht trong sut chuyndu lch l hng dn vin ca cng ty ). Ni n khch thng thngl sn bay: nh ga, bn cng. Ca khu bin gii.Vic n khch ca hng dn vin cn theo trnh t sau:a) Kim tra ln cui nhng d liu lin quan n on khch, n vic n khch.Hng dn vin phi c mt a im nh n khch t nht 15 phttrc khi khch n. Cn kim tra ln cui gi n ca khch, trnphng tin ( nu bng my bay cn bit s chuyn bay, thi gian hcnh) kim tra phng tin vn chuyn khch t ni n n c s phcv lu tr, v xc nh s ngi cn khun vc hnh l cho khch. Hngdn vin cng cn kim tra li chng trnh, danh sch on, nhng vn v xut nhp cnh, v my bay c hay khng cn ti xc nhn ch (reconfirm )Hng dn vin cng cn tm bit nhng b phn chnh ca ni n linquan ti khch nh ca ra ( exit ), nh n, ca hng, y t, nh vsinh.V vic chun b cc c nhn khi n khch, hng dn vin cn ctrang phc ph hp, trang nh, gy n tng tn v din mo ca mnhvi khch du lch ngay t ban u. Hng dn vin cn c s chnh ttrong u tc, qun o, giy dp, ti xch, ph hiu ( nu c) . Vicc hng dn vin n cn phi trang im v c th xt cht t nchoa sang trng ln mi tc trong t th thoi mi, t tin.Vic kim tra ln cui cc thng tin v s sn sng n khch s giphng dn vin gim bt tm trng hi hp, lo lng, bn khon ( nichung tm trng ny cn c cc mc khc nhau ngay c vi cc hngdn vin giu kinh nghim ) trc lc din ra bui gp g v lm quenu tin.b) Gii thiu v gip khch v cc th tc, v hnh l, nhanh chng tm hiu tm trng ca khch.Hng dn vin cn ln h trc vi cc cn b bin phng v hi quan, c th lm ngi trung gian gia h vi khch du lch. Khi khch xong cc th tc cn thit, hng dn vin t gii thiu vi trngon v on khch du lch. Vic gii thiu h v tn ca hng dnvin vi khch cn ch n cch pht m ca khch, ( nu l khchquc t ) c th chuyn cch gi tn ca hng dn vin cho khch dnh trong sut chuyn du lch. Sau , hng dn vin ly danh sch slng khch du lch thc t ca on n v cn nh chnh xc h vtn ca trng on hoc cc khch nu on t hoc khng c trngon.Thi n khch ca hng dn vin cn trang trng thn tnh, lchthip t ging ni n khun mt, nh mt, n ci biu cm; khng ing hp tp, vi vng, cc c ch cn chnh xc v t tn.Sau khi lm quen, hng dn vin gip khch nhn hnh l, hng hoca h, gii quyt mt cch nhanh chng, chnh xc, ng th tc ngcc b phn chc nng lin quan v nhn thiu ht, hng hc hnh l cakhch ( cn ch ti vic trao i vi trng on, vi ngi c trchnhim ni n tip, vn chuyn khch gip khch gii quyt nhngvn v hnh l, hng ho, giy t nhanh nht ). Ch khi xong cc thtc, giy t, hnh l ca khch, hng dn vin mi a khch ra phngtin v ni lu tr.c) Trn phng tin vn chuyn khch: hng dn vin cn kim tra xemkhch v hnh l ca h trn phng tin cha, trc khi chophng tin di ch. Ni chung, hng dn vin l ngi cui cng lnphng tin.Khi trn phng tin vn chuyn khch du lch, hng dn vin cntm v tr thch hp cho mnh ( thng l v tr m khch c th nhnv nghe c ca hng dn vin l trnh ). Trn phng tin, hng dnvin l trung tm ch v l ch da ca on khch. V vy, cc cch li ni, cn t r s thn mt, chn thnh lch thip, r rng khch tin tng an tm.Hng dn vin sau khi n nh v tr cho khch v cho mnh, cn tgii thiu h v tn, chc danh, nhim v ca mnh mt ln na, ngthi gii thiu ngi iu khin phng tin vn chuyn khch. Sau hng dn vin lm quen mt cch cn thn hn vi cc thnh vin caon khch. Hng dn vin cn cn c vo di ca chng ng, thigian vn chuyn khch v ni lu tr, cn c vo tnh trng sc kho vtm l ca khch du lch v m t quyt nh gii thiu hay khng vnhng vng m h i qua. Nu khch t ra mt mi, cn ngh ngi yntnh v mong nhanh chng ti ni lu tr, ch cn cung cp cho h mts thng tin cn thit nh: khong cch t ni n khch ti c lutr, thi tit v kh hu ni khch n hin ti v khch nn s dngtrang phc nh th no, iu kin nh th no, iu kin lu tr v nung ca khch v thng tin khc. Nhng nu khch ang trong trang thisc kho v tm l thoi mi, sn sng n nhn thng tin v quan stcnh vt nhng ni i qua hng dn vin c th cung cp cho h nhngthng tin tnh hnh kinh t, lch s vn ho cu nhng vng m khch iqua. Nhng thng tin v gi tr cnh quan, sn vt ca cc ni, cca im khch i qua cng cn c cung cp tu thuc vo iu kin cth trn phng tin. Hng dn vin cn chun b gii thiu cho khchv nhng im ni bt trn l trnh nh mt ngn i c hng ch lntrn l mt di tch ( nh, n, cha . ), mt cy cu, mt dngsng, mt cnh ng vi cc loi cy trng p mt. ng thi hng dnvin cn sn sng gii thiu v tr li cc cu hi ca khch du lchv v mt hin tng l no ang xy ra trn ng khch i qua.Nhng trong d trng hp khch sn sng tip nhn thng tin hay mtmi, hng dn vin du lch khi trn phng tin cn c s n cnnin n v thng cm vi khch. Nu on khch l ngi nc ngoi, cccu hi ca hng dn vin thng thng l:- Bn n t nc ti ln u?- Chc bn mt lm sau mt on ng di ti y?- Kh hu v thi tit ca qu hng bn c g ging v khc vi ni y?Nhng cu hi ca hng dn vin nhm to s gn gi vi khch, xo dnkhong cch xa l ban u, to tm l an tm v hng ti nhng iutt p, thun li ca chuyn du lch.Vic chc mng khch n, nim sung sng c n khch chc chuyntham quan du lch ca khch hay chuyn ngh dng ca khch c may vtt p c th kt thc s giao tip phng in tt hn.Hng dn vin cn ch l trong ln gp g v lm quen u tin, ntng li ni khch du lch s rt su m. V vy,cn c s t nhc bit trong giao tip, nhy cm trong vic ng x vi khch, nht lsau khi khch va qua chng hnh trnh di v nhng th tc hi quancng thng. Hng dn vin cn kin nhn v vui v tr li nhng cuhi ca khch, ngay c nhng cu hi tng chng nh nht, nhng cuhi lp li.Hng dn vin c th c nhng gip cho ngi khuyt tt, ngi giyu, trng on song cng trnh nhng sn sc thi qu hay cn t nhkhi khch mun lo mi chuyn mt cch c lp.Nu on khch ng, cn c s hng dn vin cng phc v nhng c sphn cng lao ng hp l v khoa hc, to s thoi mi cho khch

II. T CHC N V THAM QUAN DU LICH.1. T chc vic n cho khch du lch.Hng dn vin l ngi u tin ri khi phng tin vn chuyn khin c s lu tr ( khch sn, nh ngh ) nu khng c tnh hung cbit. Hng dn vin cn kim tra li s y v chnh xc bung nghcho khch vi ngi qun l khch sn ( hay ngi n tip ) mi khch ri phng tin vo ni lu tr.( Thng thng sau khi n khchcn thng tin ngay cho c s lu tr ). Sau khi mi khch mi khchngh tm ti phng i hoc gian tin snh khch sn.Hng dn vin cn cng vi qun c khch sn, trng on khch b tr phng cho khch mt cch nhanh chng v hp l nht.Hng dn vin cn c bn danh sch phng vi cc thng tin nh: sphng, s tng, trang thit b trong phng . Vi cc thng tin y vtheo hp ng t ch k vi c s lu tr, hng dn vin cng qunc c s lu tr v trng on nu c b tr phng cho khch theonguyn tc: tin na ca ny. Khch phng loi no phi tr tin theoloi . Khch mua trc trn gi theo cc phng cng hng, cnphn phi phng cho khch mt cch hp l theo hon cnh v nguynvng ca khch, theo th t u tin:- Cc cp v chng- N trc, ngi gi trc- Trng on- Ban b mun cng phng hay cng tng vvvSau khi c danh sch b tr phng cho khch c th giao cho c slu tr mt bn nu c ngi ph trch c s yu cu v linh hot gipkhch lm cc th tc lu tr v trao cha kho cho khch v phng ngh.Trc khi khch v phng ngh hng dn vin cn thng tin i iu vkhch sn, v tr nh n, nh v sinh, thi gian n v bui gp mt utin vi khch truyn t chng trnh hot ng ca on. Trcbui gp g ny hng dn vin cn trao i vi trng on. Nu c slu tr c nhng trang thit b mi l hng dn vin cn cng vi nhnvin ca c s hng dn khch s dng cc trang thit b ny, hngdn vin c th bo in thoi, nh ring cho trng on, xc nh lithi gian, i im ni lm vic vo bui tip sau ri mi tm biton khch ra v.Ni dung ch yu ca cc thng tin m hng dn vin thng bo chokhch du lch trong bui gp hn l iu kin lu tr, a im vgi gic n ung, i tham quan i tm bin . Nhng thng tin quantrong nht l vic s dng ti nguyn du lch s dng cc phng tingiao thng ti a im du lch hay trung tm du lch, cc im vuichi gii tr v ni dung vui chi gii tr, cc cng trnh th thao,cc ca hng dch v, cc iu kin phc v khch du lch gia nh ctr em vvv Hng dn vin cn cng vi ngi ph trch c s lu trch dn cho khch du lch v ni lu tr ( c th cc s , cc tmbu thip c a thng tin v khch sn, nh ngh, a im, s inthoi, ng n .) khch c th tm phng tin v ni lu tr khira ngoi.Mt lu ngay ngy u tin khi khch du lch n hng dn vin cnkim tra v kh hi ca khch v gii quyt cc vn c lin quan nhth thc xut nhp cnh, t ch theo hp ng. Hng dn vin cngcn cn kim tra hoc trc tip tin hnh cc th tc thanh ton vikhch ( c th vi trng on ). Ch khi vic sp xp ni v giiquyt nhng vn lin quan ti khch xong, hng dn vin mi ra v.Vic t chc n ung cho on khch thng theo thc n ca c s dchv hp ng vi t chc du lch nhn khch. Hng dn vin kim trala thc n, gi n , v tr t bn n thng bo cho khch. Hngdn vin khi t thc n cho khch cn c kin ca ngi ph trchc s dch v n ung ( qun c, bp trng) trng on v phi theong hp ng v khu phn n cho tng khch. S lng v cht lngkhu phn c phc v khch phi ng vi thc n mu. Trong thcn, cn c gng p ng nhu cu ring ca tng khch du lch khi cyu cu nhng nh