OTAs launch ratings and incentive to boost tour guide service standards
Chinese OTAs have jointly inaugurated an incentive point system for tour guides at the launch of the Respectful Service and Value Awards held in Beijing.
Four Chinese OTAs have jointly inaugurated an incentive point system for tour guides at the launch of the Respectful Service and Value Awards held in Beijing to promote the healthy development of the tour guide industry.
Ctrip is introducing gold medals for tour guides and escorts and tour itineraries this year, and will make tour guide information more transparent in the future. Ctrip’s executive director Xinyu Yao said the new rating system has already produced a class of elite tour guides and many customers take guides into account when booking tours.
Tuniu’s CEO Donald Yu said its 10,000 tour guides will be registered in its rating system within the next three years and it will award prizes of up to RMB1,000 per tour to guides that earn high customer rankings.
LY.com uses points in its incentive rating system and relies on customer feedback and ratings to determine per-trip and annual incentives and awards.
Lvmama’s general manager Jun Zeng said it has a rating system and management for both its domestic and overseas tour guides.
Tour guides directly affect the quality of tour products but their quality has always been a big issue for China’s tourism industry. OTAs believe the quarlity of tour products will improve when tour guides’ standards are maintained.
One industry observer pointed out that OTAs also need to endeavor to include most tour guides in their rating systems in order for it to work effectively.(Translation by David)