导游服务规范1英语汇编.docx

导游服务规范1英语汇编.docx

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导游服务规范1英语汇编

导游服务规范

1、whatarethemainpointsthatthelocalguidemusttrytomakecertainwhenreadingthetourplanofthegroupinorderthathewouldnotmissmeetingthegroupwhenitarrivesorwouldnotwaithopefullyforthegrouptoturnupwhenactuallyitisnotcomingonthescheduledflightortrain?

（1）Thenameandtelephonenumberofthetourleaderornationalguide.Thenameoftheorganizertourtravelservice.

（2）Thenumberofpeopleinthegroupandthename,sexandoccupationofthetourists.

（3）Thearrivaltimeandplaceoftheplaneortrainthatthegroupisgoingtotake.

（4）Foraninboundtouristgroup,hemustalsoknowthenameoftheoverseastourorganizertravelservice，thegroupnameorcodeinforeignlanguage,thenameofthetourescort,thelanguage,nationalityandreligiousbeliefofthetouristsandtheentryandexitcitiesofthegroup.

2、Whatarethemainpointsthatthelocalguideofaninboundtourgroupmustgettoknowaboutthetransportticketsforthegroup?

（1）Havethegroup'stransportticketsforthenextdestinationwhichhavebeenbookedaccordingtoschedule.Makesurethatiftheyhavebeenchanged?

Andhasthechangedbookingbeenconfirmed?

（2）Makesurethatifthereareanyreturnticketsforthegroup?

（3）Makesurethatwhetherthetouristshaveinternationalair-ticketsfordomesticairline?

（4）Makesurethestatusofguest’sinternationalairlinetickets,OkorOpen?

3、Whatkindofpreparationsshouldatourguidemakebeforeconductingagroupinrespecttolanguageandknowledge?

（1）Beforethegrouparrives,thelocalguidemustfamiliarizehimselfwiththematerialsontheplacesthatthegroupisgoingtovisit.ForanEnglishtourguide,heorsheshouldgetreadyforexpressingmethods.

（2）Foratouristgroupthatiscomposedofpeopleinaspecialtrade,thelocalguidemusttrytoacquainthimselfwiththeknowledgeandwordsandexpressionsoftheirspecialty.

（3）Inaddition，thelocalguidemustbewellpreparedforquestionsaboutcurrenttopics，importantnewsathomeandabroadandanyothersubjectsthatthetouristsmaybeinterestedin.

（4）Iftherearesomescenicspotsthatthelocalguideisn’tfamiliarwith，hemusttryhisbesttofamiliarizehimselfwiththembeforehand.

4、Howcanthelocalguidemakesurethatthegrouphemetintheairportortrainstationistheveryoneheistomeet?

（1）Thelocalguidemustaskthetouristswhatcountrytheycomefromandinquireofthemaboutthenamesoftheirtourescortandtheirnationalguide，thenameofthetravelserviceintheirowncountryandthenameofthetourorganizertravelserviceinChina.

（2）Ifthegrouphasneitherescortnornationalguide，hemustinquireofthetouriststheirnationality，thenameorcodeofthegroup，andthenumberofpeopleandthemainitineraryofthegroup.

5、Trytomakeawelcomespeechtoatouristgroupinthenameofalocalguide.Thefollowingpointsshouldbeincluded:

（1）Expressyourwarmwelcomeforthetourists’visittoyourcityonbehalfofyourtravelservice，thedriverandyourself;

（2）Introducingyourselfandthetravelserviceyouworkfor;

（3）Introducingthedriver;

（4）Expressingyourwillingnessanddesiretorendergoodservicestothetourists;

（5）Wishingthetouristsapleasantstayinyourcity.

6、Whatthingsshouldbementionedwhenthelocalguideisintroducingthetouristthegeneralconditionsofhiscity?

（1）Thecity’sclimate，population，administrativedivision，sociallife，culturaltradition，specialproductsanditshistory.

（2）Inthemeantime，heshouldtakeoccasiontotellthetouristssomethingaboutthecity’sdevelopmentsineconomyandmunicipalconstructionaswellasthestreetsandimportantbuildingsalongtheway.

7、Howcanthelocalguidekeepintouchwiththetouristsafterthegrouphascheckedinatthehotel?

Thelocalguidemustwritedowntheroomnumberofthegroup，especiallythoseofthetourescortandthenationalguide.Healsotellthetourescortandthenationalguidehisownroomnumberandtelephonenumbersothattheymaycontacteachotherintimeifnecessary.

8、whatshouldthelocalguidedoifthetourescortorthenationalguideproposedtomakeasmallchangeofthetourarrangementoraddsomenewprojects?

（1）Thelocalguideshouldreportthemattertothetravelserviceleaderandtryhisbesttoarrangeitiftheirproposalisreasonableandfeasible.

（2）Ifanextrachargemustbemadefortheaddeditem，hemustletthemknowthechargeinadvanceandmustcollectthemoneyatthesetprice.

（3）Ifitisdifficultorimpossibletomeettheirdemand,hemustgivethemaclearexplanationandpatientlypersuadethemtofollowtheoriginalprogram.

9、Howcanalocalguidecollecttheconsignedluggageofthegroupthathasjustarrived?

（1）whenthegrouphasarrived，thelocalguideshouldhelpthetouristsgettheirluggagetogetheratadesignatedplaceandremindthemtocheckandmakesurethattheirbagsareallingoodcondition.

（2）heshouldcounttherightnumberofluggageandthenhandthemovertotheluggagemanofthelocaltravelservicetogetherwiththetourescortandthenationalguide.

（3）ifsomethingismissingordamaged，heshouldhelptheownertoturntorelevantdepartmentstoregisterthelossluggageorclaimcompensationforanydamage.

10、whatshouldthelocalguideremindthetouriststodowhentheyaregoingtoleavethebusforsightseeing?

Onthisoccasion,nthelocalguideshouldremindthetouriststorememberthemodel，color，numberandspecialsignofthetourbus.Heshouldalsotellthemwherethebuswillbeparkingandwhattimetheywillbeleavingforthenextdestination.

11、Whatshouldthelocalguidepayattentioninordertotakecareofthetravelcertificatesofthetourescortandothertourists?

（1）Innormalsituations，thelocalguideshouldnotkeepthetravelcertificatesofthetourists.Ifheneedstousethem，hemustreturnthemtotouristsassoonashehasfinishedusingthem.

（2）Onthedaybeforethegroupleaves，thelocalshouldcheckhisownbelongingstoseeifhehaskeptanypassportsorotherpapersofthegroupmembers，ifany，heshouldhandthembackpersonallywithoutdelay.

（3）Somehotelsrequestthatthetourescortshouldleavethispassportatthereceptiondepartmentwhenthegroupchecksinatthehotel.Inthiscase，thelocalguidemustremindthetourescorttotakeitbackwhenthegroupchecksout.

（4）Whenaforeigngroupisgoingtoleavethecountry，thelocalguideshouldremindthetouriststocheckandmakesurethattheygetpassportsandCustomsdeclarationformsreadyforcheckbytheCustomsandimmigrationofficers.

12、Howcanthetourguideensurethatthetouristswillnotgetlost?

（1）Thelocalguidemustrequestthatthetouristsshouldbearinmindthenamesofthelocaltravelserviceandthehotelandthenumberofthetourbus，andtheymustnotwandertoofarawayfromthegroupwhileheismovingon，andtheymustnotcomebacktothehoteltoolateiftheyhavesomeactivitiesapartfromthegrouporgooutofthehotelbythemselves.

（2）Duringthesightseeingtour,thelocalguideshouldoftenannouncetheitineraryofthedaysoastokeepthetouristsinformedoftherouteoftheday,thetimeandplacesformeals,thetimeandplacestoassembleandtheparkingplacesofthetourbus.

（3）Thetourguideshouldstaytogetherwiththetouristsallthetimeandfrequentlycountthenumberofpeopleinthegroup.

（4）Thelocalguide,thenationalguideandthetourescortmustcloselycooperateintheirwork.Whilethelocalguideleadsthewayforthegroup,thenationalguideandthetourescortshouldbringuptherear.

（5）Thelocalguide'sexplanatoryspeechesmustbeinterestingenoughtoattractthetourists'attentionsothattheywouldnotwanderawayfromthegroup.

13、Whatshouldthelocalguidetellthetouristswhenthegroupisgoingtocheckinatthehotel?

Whenthegroupisgoingtocheckinatthehotel，thehotelguideshouldtellthetouristswheretheycanchangetheirmoney，howtofindtheplaceforentertainmentandthelocationsofthestores，publictoiletsandtheChineseandWestern-foodrestaurantsandsoon.Inaddition，heshouldalsomakethetouristsacquaintedwithmattersdeservingtheirattentionwhilestayinginthehotel.

14、Whatshouldthelocalguidedobefore,duringandaftermealstomakesurethemealscouldbeproperlyarranged?

（1）Beforemeals，thelocalguideshouldchecktheplace，time,numberofdinnerandpercapitapriceforthemealandparticularrequestsofthetourists，andtrytomakesurethatallthesehavebeenproperlyarranged.

（2）Whenthetouristsarehavingtheirmeals，thelocalguideshouldgo，onceortwice，aroundthedining-roomtoanswerquestionsofthetouristsandtosupervisetheserviceoftherestaurant.

（3）Aftermeals，thelocalguidemustsettlethebillsstrictlyinaccordancewiththefixedpercapitachargeandtheactualnumberofdiners.

15、Whatistherightwayforthelocalguidetodealwiththerecreationalactivitiesthatisincludedorexcludedinthegroup’sscheduledprogram?

（1）Iftheactivityisincludedinthegroup’sitinerary，thelocalguideshouldaccompanythetouriststoattenditandmakethemacquaintedwiththeperformance.

（2）Ifitisnotincludedinthegroup’sitinerary，forinstance，ifthetouristsasktowatchatheatricalperformanceattheirownexpense，thelocalguidecanhelpthemtobuyadmissionticketsorcallataxi,butusuallyhewon’tcompanythem.

（3）Whenthegroupisstayinginalargeplaceofrecreation，thelocalguideshouldadvisethetouristsagainstseparatingthemselvesfromthegroup.Hemustalsokeepaneyeonthemovementofthetouristsandtheconditionofthesurroundingssoastobep