英语导游规范服务知识.docx

1、英语导游规范服务知识1、what are the main points that the local guide must try to make certain when reading the tour plan of the group in order that he would not miss meeting the group when it arrives or would not wait hopefully for the group to turn up when actually it is not coming on the scheduled flight or

2、train?（1）The name and telephone number of the tour operator of the domestic tour organizer travel service.（2）The number of people in the group and the name ,sex and occupation of the tourists.（3）The arrival time and place of the plane or train that the group is going to take.（4）For an inbound touris

3、t group ,he must also know the name of the overseas tour organizer travel service，the foreign language name or code of the group ,the name of the tour escort ,the language ,nationality and religious belief of the tourists and the entry and exit cities of the group. 2、What are the main points that th

4、e local guide of an inbound tourist group must get to know about the transport tickets for the group ? (1)Have the groups transport ticket for the next destination been booked according to schedule or have they been changed? And has the changed booking been confirmed? (2)Are there any return tickets

5、 for the group? (3)Do the tourists hold international air-tickets for domestic flight? (4)Are the groups tickets, i.e. transport tickets for leaving the country, confirmed Ok or do they still remain open? 3、In what ways must the local guide make preparations for conducting a group in respect to lang

6、uage and knowledge ? (1)Before the group arrives, the local guide must familiarize himself with the explanatory materials on the places that the group is going to visit. For an English way of expressing himself.(2)For a tourist group that is composed of people in a special trade, the local guide mus

7、t try to acquaint himself with the knowledge and technician terms off their specialty.(3)In addition，the local guide must be well prepared for questions about hot talks of the town，important news at home and abroad and any other subjects that the tourists may be interested in. (4)If the local guide

8、himself is new to the places to the places to be visited by the group，he must try his best to familiarize himself with them beforehand.4、How can the local guide make sure that the group he met in the airport or train station is the very one he is to meet ? (1)The local guide must ask the tourists wh

9、at country they come from and inquire of them about the names of their tour escort and their national guide，the name of the travel service in their own country and the name of the tour organizer travel service in China .(2)If the group has neither escort nor national guide，he must inquire of the tou

10、rists their nationality，the name or code of the group，and the number of people and the main itinerary of the group. 5、Try to make a welcome speech to a tourist group in the name of a local guide. The following points should be included:(1)According the tourists a welcome for their visit to your city

11、 on behalf of your travel service，the driver and yourself ; (2)Introducing yourself and the travel service you work for;(3)Introducing the driver;(4)Expressing your willingness and desire to render good services to the tourists; (5)Wishing the tourists a pleasant stay in your city.6、What things shou

12、ld be mentioned when the local guide is telling the tourist the general conditions of his city?（1）The citys climate，population，administrative division，social life，cultural tradition，special products and its history. （2）In the meantime，he should take occasion to tell the tourists something about the

13、citys developments in economy and municipal construction as well as the streets and important buildings along the way.7、How can the local guide keep in touch with the tourists after the group has checked in at the hotel? The local guide must write down the room number of the group，especially those o

14、f the tour escort and the national guide. He also tell the tour escort and the national guide his own room number and telephone number so that they may reach each other in time of need.8、what should the local guide do if the tour escort or the national guide proposed to make a minor(1)The local guid

15、e should report the matter to the travel service leadership and try his best to arrange it if their proposal is reasonable and feasible.(2)If an extra charge must be made for the added item，he must let them know in advance and must collect the money at the set price.(3)If is difficult or impossible

16、to meet their demand, he must give them a clear explanation and patiently persuade them to follow the original program.9、in what way should the local guide collect the consigned luggage of the group that has just arrived?(1)when the group has arrived，the local guide should help the tourists get thei

17、r luggage together at a designated place and remind them to check and make sure that their bags are all in good condition.(2)together with the tour escort and the national guide，he should count to get the right number of pieces and then hand them over to the luggage man of the local travel service t

18、hrough necessary procedures.(3)if something is missing or damaged，he should help the owner to approach departments concerned to report and register the loss or claim compensation for the damaged.10、what should the local guide remind the tourists to do when they are going to leave the bus for sightse

19、eing?On this occasion the local guide should advise the tourists to remember the model，color，number and special sign of tour bus. He should also tell them where the bus will be parking and what time they will be leaving for the next destination. 11、What are the main points that need the local guides

20、 attention in regard to the travel certificates of the tour escort and other tourists?(1)Under normal conditions，the local guide should not keep the travel certificates of the tourists. If he needs to use them，he must return them to tourists as soon as he has finished using them.(2)On the day before

21、 the group leaves，the local should check his own belongings to see if he has kept any of the groups passports or other papers and，if any，should hand them back personally to their owners without delay.(3)Some hotels request that the tour escort should leave this passport at the reception department w

22、hen the group checks in at the hotel. In this case，the local guide must remind the tour escort to take it back when the group checks out to leave the hotel. (4)When a foreign group is going to leave the country，the local guide should remind the tourists to check and make sure that they have passport

23、s and Customs declaration forms readily available for examinations by the Customs and immigration officers.12、How can the tour guide ensure that the tourists will not get lost?(1)The local guide must request that the tourists should bear in mind the names of the local travel service and the hotel an

24、d the number the tour bus，that they must not wander too far away from the group while its moving on，and that they must not come back to the hotel too late if they leave the group to stay behind or when they go out of the hotel by themselves. (2)During the sightseeing tour, the local guide should oft

25、en announce the itinerary of the day so as to keep the tourists informed of such things as the route of the tour, the time and place for meals, the time and place to assemble and the parking place of the tour bus.(3)The tour guide should stay together with the tourists all the time and frequently co

26、unt the number of people in the group.(4)The local guide, the national guide and the tour escort must closely cooperate in their work. While the local guide leads the way for the group, the national guide and the tour escort should bring up the rear.(5)The local guides explanatory speeches must be i

27、nteresting enough to attract the tourists attention so that they would not wander away from the group. 13、What should the local guide tell the tourists when the group is going to check in at the hotel? When the group is going to check in at the hotel，the hotel guide should tell the tourists where th

28、ey can change their money，how to find the place for entertainment and the locations of the stores，public toilets and the Chinese and Western-food restaurants and so on. In addition，he should also make the tourists acquainted with matters deserving their attention while staying in the hotel.14、What s

29、hould the local guide do before, during and after meals in order that meals for the group could be properly arranged?(1)Before meals，the local guide should check us things as place，time, number of dinner and per capita price for the meals and particular requests of the tourists，and try to make sure

30、that all these have been properly arranged.(2)When the tourists are having their meals，the local guide should go，once or twice，around the dining-room to answer questions of the tourists and to supervise the service of the restaurant.(3)After meals，the local guide must settle the bills strictly in ac

31、cordance with the fixed per capita charge and the actual number of diners.15、What is the right way for the local guide to deal with the recreational activity that is included or excluded in the groups scheduled program?(1)If the activity is included in the groups itinerary，the local guide is duty-bo

32、und to accompany the tourists to attend it and make them acquainted with performance.(2)If it is not included in the groups itinerary，for instance，if the tourists ask to watch a theatrical performance at their own expense，the local guide can help them with such things as buying admission tickets or hiring a taxi but usually he has no occasion to keep them company.(3)When the group is staying in a large place of recreation，the local guide should advise the tourists against separating themselves from the group. He must also keep an eye on the movement of the t