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小费阳光化,好导游值得打赏

2017-08-11 08:54:59   央广网

小费阳光化已呼吁多年

事实上,早在2009年,深圳市就对导游小费的“阳光化”进行尝试。该市出台的《深圳导游薪酬制度改革试行方案》指出,允许导游合理加收服务费,将专职导游收入构成设计成“基本工资+导游服务费+出团补贴”。此举的目的就是为了提高导游的待遇,最终达到杜绝导游以不正当手段谋取个人利益行为,达到维护游客利益的目的。

官方层面逐步对小费的接纳与认可并非空穴来风。知名旅游专家刘思敏分析称,不少发达国家都有小费文化,而我国出境游及入境游两大市场也存在小费现象,国内游市场同样可以顺应这个潮流,毕竟,小费是增加导游收入,激励导游的另一个渠道。

向出境游团队游客收小费,已经成为惯例。例如,报名参加团队出境游,在行程接近尾声时,导游会向游客收取定额的小费。记者获悉,只要是经过旅行社报名,参加有导游陪同出镜的行程,游客不得不向导游支付小费,这条不成为的规定已经实行多年。

但也有游客提出,强制要求游客向导游支付小费或并不能起到正面作用,反而会有惯坏导游的嫌疑。曾经有过向导游支付小费的中国游客李女士表示,她在参加香港一日游的过程中,导游只是负责把团队送到香港某旅游目的地,其他行程由游客自由安排,在这个过程中,导游也向游客索取20元/人的小费,她表示不能理解。“如果服务好,我愿意给,但仅仅配游客到香港,体现了什么服务呢?”在她看来,小费阳光化的前提,应该是游客自愿,而非强制支付。

建立星级评价制度或促导游服务水平上升

新《导游管理办法》在建立导游等级考核制度的基础上,首次提出建立导游星级评价制度。何谓“导游星级评价制度”,第二十六条提出,导游星级评价制度是导游服务水平的综合评价体系。星级评价指标由技能水平、执业经历、社会评价、培训时长和奖惩情况等构成,导游星级根据星级评价指标通过全国旅游监管服务信息系统自动生成,并根据导游执业情况每年度更新一次。

业界人士布铭分析称,星级评定是去行政化、高度市场化和智能化的评价机制,更注重导游服务质量评价,是一种新的激励机制和选拨机制。对旅行社而言,可以根据导游等级及导游星级两个指标来确定选用何种导游,从而更好地提高旅游服务的有效性。对于导游而言,现行导游考试机制决定了导游在考到资格证以前,学习积极性很高,但是这些理论知识往往与实践存在着较大的差距,导游所学知识难以真正派上用场,从业以后往往不能与时俱进,不注重学习。星级评定赋予导游行业一个新的激励机制,促进导游在岗学习,调动工作积极性。

分析人士指出,只有在导游素质、服务水平整体提升的前提下,游客主动打赏导游或成为可能。(周人果)

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