System 2- Interpreter Service Standards

Interpreter service standards

1、 General Provisions

1.1 In order to provide better services to tourists and fully realize the social benefits of Carl's beautiful spot explanation, and promote the scientific and standardized tourism explanation of Carl's beautiful spot under the concept of "people-oriented", in order to shape a good corporate image, the "Interpreter Service Specification" is specially formulated.

2、 Applicable scope

2.1 This standard specifies the quality requirements for Carl's aesthetic light point explanation service and proposes principles for handling several problems encountered during the explanation service process.

3、 Service etiquette standards

3.1 Leading Guests

3.1.1 When guiding guests, generally walk 1 meter to the right in front of them. When turning, slow down or stop first, and make a gesture: "Please walk this way".

3.1.2 When walking to a place with stairs or door barriers, remind guests to pay attention: "Please be careful".

3.2 Delivery of items: Use both hands to deliver items and consider the convenience of the recipient; When serving guests who believe in Hinduism or Islam, the right hand must be used.

3.3 Gesture etiquette: Gestures should be standardized and moderate. When pointing the direction to the guest, the fingers should naturally close together, the palm should be pointing upwards towards the target with the elbow joint as the axis, and the eyes should be looking at the target to show sincerity and caution.

3.4 Conversation etiquette

3.4.1 When talking to guests, first maintain a straight standing posture without any small movements.It is advisable to maintain a distance of 75cm from the guest during conversation.

3.4.3 Face the guest directly, with a natural and generous expression, a friendly and sincere attitude.

3.4.4 The conversation should be clear and easy to understand, paying attention to pronunciation, intonation, speaking speed, and rhythm.

3.4.5 Proper addressing is the stepping stone to polite communication. Correctly use the guest's name and add addressing terms such as sir, madam, or miss after it. If the guest's surname is unknown, use personal pronouns such as "this gentleman" or "this lady" instead of "you", "he", or "she" to address the guest.

3.4.6 Answering guests should not simply answer 'I don't know', 'I don't know', or 'I can't.'.
3.5 Language: Use Mandarin (except for foreign language explanations provided by foreign language instructors) when communicating, talking, and using phone calls with guests.

4、 Appearance and appearance standards

4.1 Dress neatly and appropriately: During working hours, the designated work attire for the Karmei (China) tourist attraction should be kept neat, neat, and buttoned up at all times, with standardized attire.

4.2 Facial and Hair

4.2.1 Keep your face clean at all times, without leaving any beard or sideburns.

4.2.2 Hair should be regularly trimmed, and should not be shorter than 1.5cm. When it is long, it should not cover the ears, and the hair feet should not touch the collar.

4.2.3 Strange hairstyles cannot be trimmed, and colored hair dyeing is strictly prohibited.

4.3 Personal hygiene

4.3.1 Adhere to washing hands and cutting nails frequently, and avoid any dirt or dirt inside the nails.

4.3.2 Maintain oral hygiene and prevent bad breath.

4.3.3 It is prohibited to eat foods with peculiar odors and drink alcohol before going to work.

4.3.4 Take a shower and change clothes frequently to prevent sweat and odor.

5、 Explain service standards

5.1 Knowledge Preparation for Scenic Area Interpreters

5.1.1 Familiarize oneself with and master the information and knowledge required for the explanation content of this scenic area (based on the differences in tourist attractions, it can include natural science knowledge, historical and cultural heritage knowledge, architectural and garden art knowledge, religious knowledge, literature, art, music, opera knowledge, etc.).

5.1.2 Based on the different requirements of tourists for the length of time and cognitive depth of the explanation, the interpreter should prepare two or more explanation plans for the content to meet the different needs of the tourism team or individual.

5.1.3 Understand the religious beliefs, customs, and habits of the tourist's region or country in advance, and understand the taboos of guests, in order to achieve polite hospitality.

5.2 Interpreters must meet relevant regulations and requirements and obtain the qualification of an interpreter before they can take up their positions.

5.3 The interpreter should always maintain a full and enthusiastic work and service attitude, and always be in a good working state.
5.4 The interpreter respects tourists, treats them politely, provides smiling service, actively and patiently listens to their opinions, and strives to meet their requirements as much as possible and reasonably possible.

5.5 The interpreter shall strictly install the tour routes and contents of the tour service unit for the explanation service, and shall not arbitrarily reduce the service items or terminate the explanation service.

5.6 Interpreters are not allowed to sell items or ask for tips from tourists, and are not allowed to deceive or coerce guests into consumption.

5.7 The instructors are all posted and conscientiously organize and guide tourists to visit the scenic spots in a civilized and safe manner. The explanation is concise and moderate, accurately and proactively explaining the history, characteristics, allusions, status, and value of the landscape to tourists.

5.8 If it is necessary for tour guides to accompany tourists on the journey, they should assist them in contacting relevant vehicles.

5.9 Explain the precautions during the tour to guests and remind them to keep their valuables safe.

5.10 The explanation activity should use civilized language from beginning to end; Answer questions with patience, kindness, and sincerity; Do not neglect, contradict or rush tourists; No disputes or conflicts with tourists.

5.11 If unexpected situations occur during the explanation process, please contact the relevant departments of the scenic area in a timely manner in order to receive proper handling or resolution as soon as possible.

6、 Explain the safety requirements in the activity

During the explanation activities in the sightseeing area, pay full attention to safety.

6.2 Understand in advance the weather and road conditions of the scenic area on the day of the explanation, in order to prevent accidents before they occur.

6.3 Explanation activities should avoid areas with safety hazards in the sightseeing area.

6.4 Remind guests to pay attention to safety at any time during the explanation (especially in areas where there may be slips, collisions, etc.).

When a safety accident occurs, handle it calmly and properly, actively assist other guests in evacuating, and promptly notify the relevant departments of the tourist site to come for assistance.

Karmei Sports Goods Co., Ltd
June 15, 2022