英语导游规范服务知识.docx

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