英语导游规范服务知识.docx
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英语导游规范服务知识
1、whatarethemainpointsthatthelocalguidemusttrytomakecertainwhenreadingthetourplanofthegroupinorderthathewouldnotmissmeetingthegroupwhenitarrivesorwouldnotwaithopefullyforthegrouptoturnupwhenactuallyitisnotcomingonthescheduledflightortrain?
(1)Thenameandtelephonenumberofthetouroperatorofthedomestictourorganizertravelservice.
(2)Thenumberofpeopleinthegroupandthename,sexandoccupationofthetourists.
(3)Thearrivaltimeandplaceoftheplaneortrainthatthegroupisgoingtotake.
(4)Foraninboundtouristgroup,hemustalsoknowthenameoftheoverseastourorganizertravelservice,theforeignlanguagenameorcodeofthegroup,thenameofthetourescort,thelanguage,nationalityandreligiousbeliefofthetouristsandtheentryandexitcitiesofthegroup.
2、Whatarethemainpointsthatthelocalguideofaninboundtouristgroupmustgettoknowaboutthetransportticketsforthegroup?
(1)Havethegroup'stransportticketforthenextdestinationbeenbookedaccordingtoscheduleorhavetheybeenchanged?
Andhasthechangedbookingbeenconfirmed?
(2)Arethereanyreturnticketsforthegroup?
(3)Dothetouristsholdinternationalair-ticketsfordomesticflight?
(4)Arethegroup'stickets,i.e.transportticketsforleavingthecountry,confirmedOkordotheystillremainopen?
3、Inwhatwaysmustthelocalguidemakepreparationsforconductingagroupinrespecttolanguageandknowledge?
(1)Beforethegrouparrives,thelocalguidemustfamiliarizehimselfwiththeexplanatorymaterialsontheplacesthatthegroupisgoingtovisit.ForanEnglishwayofexpressinghimself.
(2)Foratouristgroupthatiscomposedofpeopleinaspecialtrade,thelocalguidemusttrytoacquainthimselfwiththeknowledgeandtechniciantermsofftheirspecialty.
(3)Inaddition,thelocalguidemustbewellpreparedforquestionsabouthottalksofthetown,importantnewsathomeandabroadandanyothersubjectsthatthetouristsmaybeinterestedin.
(4)Ifthelocalguidehimselfisnewtotheplacestotheplacestobevisitedbythegroup,hemusttryhisbesttofamiliarizehimselfwiththembeforehand.
4、Howcanthelocalguidemakesurethatthegrouphemetintheairportortrainstationistheveryoneheistomeet?
(1)Thelocalguidemustaskthetouristswhatcountrytheycomefromandinquireofthemaboutthenamesoftheirtourescortandtheirnationalguide,thenameofthetravelserviceintheirowncountryandthenameofthetourorganizertravelserviceinChina.
(2)Ifthegrouphasneitherescortnornationalguide,hemustinquireofthetouriststheirnationality,thenameorcodeofthegroup,andthenumberofpeopleandthemainitineraryofthegroup.
5、Trytomakeawelcomespeechtoatouristgroupinthenameofalocalguide.Thefollowingpointsshouldbeincluded:
(1)Accordingthetouristsawelcomefortheirvisittoyourcityonbehalfofyourtravelservice,thedriverandyourself;
(2)Introducingyourselfandthetravelserviceyouworkfor;
(3)Introducingthedriver;
(4)Expressingyourwillingnessanddesiretorendergoodservicestothetourists;
(5)Wishingthetouristsapleasantstayinyourcity.
6、Whatthingsshouldbementionedwhenthelocalguideistellingthetouristthegeneralconditionsofhiscity?
(1)Thecity’sclimate,population,administrativedivision,sociallife,culturaltradition,specialproductsanditshistory.
(2)Inthemeantime,heshouldtakeoccasiontotellthetouristssomethingaboutthecity’sdevelopmentsineconomyandmunicipalconstructionaswellasthestreetsandimportantbuildingsalongtheway.
7、Howcanthelocalguidekeepintouchwiththetouristsafterthegrouphascheckedinatthehotel?
Thelocalguidemustwritedowntheroomnumberofthegroup,especiallythoseofthetourescortandthenationalguide.Healsotellthetourescortandthenationalguidehisownroomnumberandtelephonenumbersothattheymayreacheachotherintimeofneed.
8、whatshouldthelocalguidedoifthetourescortorthenationalguideproposedtomakeaminor
(1)Thelocalguideshouldreportthemattertothetravelserviceleadershipandtryhisbesttoarrangeitiftheirproposalisreasonableandfeasible.
(2)Ifanextrachargemustbemadefortheaddeditem,hemustletthemknowinadvanceandmustcollectthemoneyatthesetprice.
(3)Ifisdifficultorimpossibletomeettheirdemand,hemustgivethemaclearexplanationandpatientlypersuadethemtofollowtheoriginalprogram.
9、inwhatwayshouldthelocalguidecollecttheconsignedluggageofthegroupthathasjustarrived?
(1)whenthegrouphasarrived,thelocalguideshouldhelpthetouristsgettheirluggagetogetheratadesignatedplaceandremindthemtocheckandmakesurethattheirbagsareallingoodcondition.
(2)togetherwiththetourescortandthenationalguide,heshouldcounttogettherightnumberofpiecesandthenhandthemovertotheluggagemanofthelocaltravelservicethroughnecessaryprocedures.
(3)ifsomethingismissingordamaged,heshouldhelptheownertoapproachdepartmentsconcernedtoreportandregisterthelossorclaimcompensationforthedamaged.
10、whatshouldthelocalguideremindthetouriststodowhentheyaregoingtoleavethebusforsightseeing?
Onthisoccasionthelocalguideshouldadvisethetouriststorememberthemodel,color,numberandspecialsignoftourbus.Heshouldalsotellthemwherethebuswillbeparkingandwhattimetheywillbeleavingforthenextdestination.
11、Whatarethemainpointsthatneedthelocalguide’sattentioninregardtothetravelcertificatesofthetourescortandothertourists?
(1)Undernormalconditions,thelocalguideshouldnotkeepthetravelcertificatesofthetourists.Ifheneedstousethem,hemustreturnthemtotouristsassoonashehasfinishedusingthem.
(2)Onthedaybeforethegroupleaves,thelocalshouldcheckhisownbelongingstoseeifhehaskeptanyofthegroup’spassportsorotherpapersand,ifany,shouldhandthembackpersonallytotheirownerswithoutdelay.
(3)Somehotelsrequestthatthetourescortshouldleavethispassportatthereceptiondepartmentwhenthegroupchecksinatthehotel.Inthiscase,thelocalguidemustremindthetourescorttotakeitbackwhenthegroupchecksouttoleavethehotel.
(4)Whenaforeigngroupisgoingtoleavethecountry,thelocalguideshouldremindthetouriststocheckandmakesurethattheyhavepassportsandCustomsdeclarationformsreadilyavailableforexaminationsbytheCustomsandimmigrationofficers.
12、Howcanthetourguideensurethatthetouristswillnotgetlost?
(1)Thelocalguidemustrequestthatthetouristsshouldbearinmindthenamesofthelocaltravelserviceandthehotelandthenumberthetourbus,thattheymustnotwandertoofarawayfromthegroupwhileit’smovingon,andthattheymustnotcomebacktothehoteltoolateiftheyleavethegrouptostaybehindorwhentheygooutofthehotelbythemselves.
(2)Duringthesightseeingtour,thelocalguideshouldoftenannouncetheitineraryofthedaysoastokeepthetouristsinformedofsuchthingsastherouteofthetour,thetimeandplaceformeals,thetimeandplacetoassembleandtheparkingplaceofthetourbus.
(3)Thetourguideshouldstaytogetherwiththetouristsallthetimeandfrequentlycountthenumberofpeopleinthegroup.
(4)Thelocalguide,thenationalguideandthetourescortmustcloselycooperateintheirwork.Whilethelocalguideleadsthewayforthegroup,thenationalguideandthetourescortshouldbringuptherear.
(5)Thelocalguide'sexplanatoryspeechesmustbeinterestingenoughtoattractthetourists'attentionsothattheywouldnotwanderawayfromthegroup.
13、Whatshouldthelocalguidetellthetouristswhenthegroupisgoingtocheckinatthehotel?
Whenthegroupisgoingtocheckinatthehotel,thehotelguideshouldtellthetouristswheretheycanchangetheirmoney,howtofindtheplaceforentertainmentandthelocationsofthestores,publictoiletsandtheChineseandWestern-foodrestaurantsandsoon.Inaddition,heshouldalsomakethetouristsacquaintedwithmattersdeservingtheirattentionwhilestayinginthehotel.
14、Whatshouldthelocalguidedobefore,duringandaftermealsinorderthatmealsforthegroupcouldbeproperlyarranged?
(1)Beforemeals,thelocalguideshouldcheckusthingsasplace,time,numberofdinnerandpercapitapriceforthemealsandparticularrequestsofthetourists,andtrytomakesurethatallthesehavebeenproperlyarranged.
(2)Whenthetouristsarehavingtheirmeals,thelocalguideshouldgo,onceortwice,aroundthedining-roomtoanswerquestionsofthetouristsandtosupervisetheserviceoftherestaurant.
(3)Aftermeals,thelocalguidemustsettlethebillsstrictlyinaccordancewiththefixedpercapitachargeandtheactualnumberofdiners.
15、Whatistherightwayforthelocalguidetodealwiththerecreationalactivitythatisincludedorexcludedinthegroup’sscheduledprogram?
(1)Iftheactivityisincludedinthegroup’sitinerary,thelocalguideisduty-boundtoaccompanythetouriststoattenditandmakethemacquaintedwithperformance.
(2)Ifitisnotincludedinthegroup’sitinerary,forinstance,ifthetouristsasktowatchatheatricalperformanceattheirownexpense,thelocalguidecanhelpthemwithsuchthingsasbuyingadmissionticketsorhiringataxibutusuallyhehasnooccasiontokeepthemcompany.
(3)Whenthegroupisstayinginalargeplaceofrecreation,thelocalguideshouldadvisethetouristsagainstseparatingthemselvesfromthegroup.Hemustalsokeepaneyeonthemovementofthet