导游服务规范1英语文档格式.docx
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(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.Hemustalsokeepaneyeonthemovementofthetouristsandtheconditionofthesurroundingssoastobepre