Study On The Competency Model Of Guide

Under the background of putting forward to promote the service industry development as the strategic focus of optimization and upgrading of industrial structure and positively develop Tourism, November28,2011,’China Tourism Five-Year development plan’was formally issued, It is suggested that all kinds of talents must be emphasized in the tourism industry, strive to improve the quality of tourism professionals, to speed up the training to meet market demand for various types of tourism talents in tourism, to construct the core personnel system of professional and technical personnel, guides, tourism talents. With particular emphasis on the need to standardize the guide talent team construction, enhance the quality of talents, expand the high level talents guides quantity, achieve customer satisfaction, improve the tourism industry service quality goal. Thus, guides not only for the travel agency management is of great significance, but also in the tourism development process also plays an important role. The researching to guide competency can effectively distinguish between excellent performance and general performance, So that we can do a better job on the guide human resources management.Firstly, through referring to domestic and foreign literatures on competency connotation, competency model, research status at home and abroad are overviewed, the paper put forward the significance of the theory and the practice; secondly, guides concept, job characteristics, job responsibilities are defined and analyzed; Then, based on the literature analysis method,the author initially collected the guide personnel competence elements and refined the selection factors by behavioral event interview method, using combination of qualitative and quantitative analysis method of science, to build the model of competency of staff level system, for each competency elements of content and different grade standard are detailed explained, determine the model is constructed by four dimensions of professional knowledge, personal traits, professional skill, occupation ethics, fourteen factors of adaptability, initiative, stress management, conflict management etc, then to write questionnaire by referring competency model hierarchical system, distributed to guides, senior managers of travel agencies, visitors; in the end by using analytic hierarchy method, the valid questionnaires are analysed in order to determine the index weights and sorting of dimensionality and factors.At present, few domestic competency research results for guide personnel is presented, also there is no recognized evaluation model, this paper deepens the competency application in tourism. The results can be used in guides’recruitment, selection and training, performance management, salary management and occupation career management of human resources to provide practical guidance effect, and then optimize the model by practice.