英语导游证考试之导游紧急事件处理Word格式.doc

1、（3） Take some make up measures, using your real activities to win the understandings （4） If necessary, take into consideration giving some material things as the compensation2. A local tour guide was ready to meet a tourist group by plan, suddenly he received the call from the national guide, and th

2、is group had been postponed to arrive before dinner the next day. What should the local guide do /（1） First, the local guide should inform the hotel to cancel the accommodation（2） Make reservations and arrangements of the accommodation and traffic the next day（3） Draw up a new itinerary, keep the ma

3、jor part of the trip as much as possible（4） If the difficulties do exist, focus on the most typical and characteristic tourist attractions3. A tour guide met an unaccompanied outbound tourist group, not until check in time did he find the group was not the group he supposed to meet, what should the

4、tour guide do then?（1） Make clear why the mistakes happened, find out where the other similar group had gone as well as the reception unit, to liaise with them and report to the superior（2） If the two groups belong to the same travel agency, the local guide dont need the trouble to exchange the grou

5、ps（3） If the two groups belong to the different travel agency, the local guide should try every means to exchange the groups as soon as possible（4） Explain to the guests honestly and apologize sincerely4. If a tourist loses his luggage on his way to China, what should the tour guide do?（1） Lead the

6、owner to the lost and found department to go through the lost and claim formalities（2） Before the luggage is found, assist the guests to buy some necessities（3） Not having the luggage found before departure, the tour guide should help the owner inform the related department of the airline company ab

7、out the name of the travel service, the itinerary, the name and phone number of the hotels in the next several destinations（4） If the luggage is missing, the owner could ask for compensation from the airline company5. List several reasons why the tourists may be lost（1） The tour guide does not make

8、the location of parking and the itinerary clear to the tourists（2） The tourist may be so attracted by some scenic spot that he forgets to leave（3） The tourists may forget the address and route when go out for free activities or shopping.6. When the national guide Xiao li was conducting a tour group

9、visiting wuyishan mountain, an old guest lost, carefully checked again, Xiao li asked several friends of the tourist where he had been going, but no one knew. If you are Xiao li, how would you deal with this situation?（1） Find out the cause, look for the guest immediately, generally speaking, the na

10、tional guide and the leader start searching respectively, while the local guide keep on guiding the rest tourists（2） Ask for help from the local police station and administrative department（3） Make contact with the hotel; inquire about whether the tourist has been back to the hotel（4） Report to the

11、travel agency（5） Deal with problems or difficulties arising from the accident（6） Write out the accident report 7.in the peak season, due to the short supply of tickets, the travel agency has to arrange a tour group to leave in advance taking the extra section flight, in that case, how could the tour

12、 guide seek understandings of the guests（1） Firstly, ask for the coordination of the national guide and the leader; explain the reasons and necessities, winning their understandings and supports（2） Lay emphasis on persuading the key person; minimize the bad effects to the least degree（3） Tell the tr

13、uth as well as the corresponding make up measures to the tour group, let the guests accept the fact psychologically（4） Make full use of the limited time to arrange the major visiting programme within plan, and then report the changes to the organization travel agency and the reception travel agency（

14、5） With the permit of the superior, the tour guide can present supplemental dishes or arrange entertainment activities for the guests, some small gifts are also a good choice for apology 8. Due to the failure to get the booked berth tickets, a tour group has to be deferred to leave the next day, in that case, how the tour guide could handle well with this situation（1） After the discussion and agreement of the national guide, the local guide and the leader, they should tell the truths to the whole group sincerely apologize and win the understandings（2） Persuade the