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旅游英语导游
职业英语标准
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旅游职业英语导游服务行业规范绘编（选集）,旅游英语导游,职业英语标准
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ICS 03.200 A 12 导游领队引导文明旅游规范 20150501- Released by China National Tourism AdministrationLB 20150402 Specifications for tour guides and escortstour leaders on guiding civilized behavior in traveling Contents Preface.3 1. Scope.4 2. Cited Documents of Standardization.4 3. Terminologies and Definitions.4 4. General Requirements.5 5. Specific Rules.7 6. Dealing with Contingencies/Emergencies.10 7. Summary and Feedback.10 Preface 1. These specifications are drafted in accordance with the standards provided in GB/T1.12009 Guidelines on Standardization Part 1:Work 1st Section: The Structure and Compilation of Standards. 2. These specifications are proposed proposed by China National Tourism Administration. 3. These specifications are administered by the National Technical Committee on Tourism under the Standardization Administration of the P.R.C (SAC/TC 210). 4. These specifications are drafted by the Supervision and Administration Department, China National Tourism AdministrationDepartment of Quality Standardization and Administration and China CYTS Tours Holding Co., Ltd. 5. These specifications are mainly drafted by: Li Jing, Li Guang, Ge Lei, Zhao Xiaoyu, Lv Qian, Li Renzhi, Peng Zhikai, Tang Bing, Wang Liming, Kong Lei, Chen Chen, Xiong Tao, Yang Liu, Qin Ming, Wang Yena. Specifications for Tour Guides and Escorts on Guiding Civilized Behavior in Traveling 1. Scope These specifications stipulate the basic requirements and rules for tour guides and outbound tour escorts about guiding civilized behaviors when the travel agencies organize and receive tourists (groups). These specifications apply to all tourists (groups) organized and received by travel agencies, including both the Chinese citizens traveling in Chinadomestic and outbound, and tourists (groups) from foreign countries and regions traveling inbound. 2. Cited Documents of Standardization The following documents are indispensable to the implementation of these specifications. Only the dated version of cited documents or the latest version of undated citations are is applicable to these specifications. GB/T 159812010 Specifications for tourguide service LB/T 005 Specifications for Outbound Tour Service by Travel Agency LB/T 008 Service Directives by Travel Agency 3. Terminologies and Definitions 3.1 Tour Guide The staff member who is legally qualified and designated by the travel agency to directly provide guidance, direction and service to tourists (groups). This definition is in accordance with the Specifications for Tourguide Guide Service (GB/T 159812010). 3.2 Outbound Tour Escort The staff member who is legally qualified and designated by the travel agency to be fully responsible for outbound tourism, supervising the work of foreign travel agencies and tour guides and the implementation of travel plans, providing service to assistance to tourists in exit and entry and suchance. This definition is in accordance with the Specifications for Outbound Tour Service by Travel Agency (LB/T 005). 3.3 Travel Service Agency（中文版也应改为Travel Agency） The enterprises legal person who attracts, organizes and receives tourists, provides tourism service and operates tourism businesses. 4. General Requirements 4.1 Basic Requirements for Guiding 4.1.1 Double duty in one post 4.1.1.1 Tour guides and escorts should assume two duties: providing service for tourists and direct civilized behaviors in traveling. 4.1.1.2 Tour guides and escorts should display good attitudes and adhere to service principles while guiding tourists, and induceguide tourists to behave with manners while providing service. 4.1.2 Mastery of Knowledge 4.1.2.1 Tour guides and escorts should acquire the basic expertise and skills of guidance and escort. 4.1.2.2 Tour guides and escorts should master the knowledge of Chinas tourism laws, regulations and policies. Rules and requirements stipulated by relevant documents considering civilized tourism should also be well mastered. 4.1.2.3 Tour guides and escorts should master the knowledge of basic etiquette. 4.1.2.4 Tour guides and escorts should be familiar with the basic information about the destination, including its laws and regulations, religious beliefs, customs and taboos, social manners and morality. 4.1.2.5 Tour guides and escorts should have the necessary skills to deal with emergencies. 4.1.3 Setting an Example 4.1.3.1 Tour guides and escorts should take the lead in conforming to laws and rules, sticking to their responsibilities and demonstrating good professional qualities and work ethics. 4.1.3.2 Tour guides and escorts should pay attention to their appearance and clothing, presenting a good professional image of tour guides and escorts during work time. 4.1.3.3 Tour guides and escorts should set an example for tourists by abiding by the regulations and behaving in with good manners during work time. 4.1.4 Appropriate Guidance 4.1.4.1 Tour guides and escorts should guide tourists sincerely and properly. 4.1.4.2 Tour guides and escorts should spontaneously maintain civilized manners in traveling, pay close attention to tourists behaviors and give them timely reminders, warnings and advice when necessary. . 4.1.4.3 Tour guides and escorts should actively create a relaxed and harmonious atmosphere, inducing tourists to be friendly and helpful to one another and kind remind each other of civilized behaviors. 4.1.5 Proper Communication 4.1.5.1 Whilste guiding, tour guides and escorts should keep in close communication with the tourists, uphold the principle of sincerity and friendliness and increase the mutual trust with the tourists, so as to make guidance more efficient. 4.1.5.2 Tour guides and escorts should should listen to and accept the reasonable criticism and suggestions from the tourists with an open mind. 4.1.6 Guiding Accordingly 4.1.6.1 Guidance for different tourists A. Beforehand, tour guides and escorts should be well prepared with the information of the group members, the tourism products and the tour destination. B. For tourist groups mainly consisting of minors, tour guides and escorts should focus on the guidance to parents, pay special attention to minors and prevent uncivilized behaviors such as vandalism and noise making. C. For tourists with no previous outbound travel experience, tour guides and escorts should remind them of the local customs, etiquette and taboos in the destination, and give them prior notice of the matters needing attention when crossing the customs and border and customs controlss. D. For tourists who live in an environment largely different from that in the destination, tour guides and escorts should inform them of the local customs and the differences in ideas, in order to avoid inappropriate behaviors or remarks. 4.1.6.2 Addressing Uncivilized Behaviors A. For tourists who unintentionally violate the local customs and etiquette in the destination, tour guides and escorts should offer timely remindersintervene and stop their behaviors and help the tourist apologize when necessary. B. For tourists engaged in crimes, antisocial behaviors or other actions that seriously infringe upon the rights of other tourists in disregard of dissuasion, tour guides and escorts are entitled to rescind the contract on behalf of the travel agency. C. For tourists who commit crimes in disregard of dissuasion and cause severe consequences, tour guides and escorts should report to law enforcement and management authorities and seek legal assistance. 4.2 Content of guidance 4.2.1 Laws and Rules Tour guides and escorts should give tourists the information and explanation on the relevant laws and rules concerning civilized traveling in China and other destination countries and regions, in order to avoid uncivilized behaviors that break the law. Tourists should be guided to protect public property, cultural relics, obey traffic rules and respect the rights of others 4.2.2 Customs and Taboos Tour guides and escorts should actively remind tourists of local customs, conventions and religious taboos. In countries and regions where tipping is customary, tourists should be guided to tip service workers in a courteous manner. 4.2.3 Protecting the Environment Tour guides and escorts should advocate to tourists for “green travel”, energysaving and environmental protection, and explain the general knowledgeknowhow and methods ways to of protecting the environment. Tourists should be guided to cherish and preserve the natural environment and maintain the hygiene in the tourist spot. 4.2.4 Etiquette and Regulations Tour guides and escorts should remind tourists of the basic etiquette: be neatly dressed, respectful of laws, punctual and wellmannered. Tourists should not to speak loudly and smoke in public, and should line up in an orderly manner instead of shoving and cutting in line. 4.2.5 Honesty and Kindness Tour guides and escorts should have a good attitude during travel, respect each other, obey the rules, abide by the contract, be tolerant and polite and present a good image, in order to elevate themselves through traveling. 5. Specific Rules 5.1 Pretour 5.1.1 Tour guides and escorts should properly inform the tourists of matters needing attention in civilized traveling. 5.1.2 When attending the pretour briefing, tour guides and escorts should expound to the tourists on the Convention of Chinese Citizens Civilized Behavior in Domestic Traveling or Guidelines on Chinese Citizens Civilized Behavior in Outbound Traveling, brief them on the basic travel rules and the laws and, systematically specify regulations, religious beliefs, traditions, taboos and customs in the destination, preparing them with knowledge necessary for civilized traveling. 5.1.3 If it is inconvenient for some tourists to attend the to hold a pre-tour briefing or tour guides and escorts are absent, tour guides and escorts should inform them tourists of the matters needing attention and relevant regulations and requirements in civilized traveling via email, fax or telephone. 5.1.4 At the rendezvous, e.g. the airport or the station of departure, tour guides and escorts should reiterate the necessary matters about civilized traveling. 5.1.5 If there are any special travel arrangements, e.g. no provision of food and drinks on budget airlines or no disposable toiletries in the hotel, tour guides and escorts should make give prior notice to the tourists. 5.2 Boarding (vehicles, ships), Entering and Exiting Ports 5.2.1 Tour guides and escorts should remind the tourists to go through necessary procedures, e.g. ticket checks, security checks and luggage checkin, and not carrying no prohibited items. 5.2.2 Tour guides and escorts should organize the tourists to wait in order (for the flight, vehicle or ship), and give priority to elders, minors, pregnant women and the disabled. 5.2.3 Tour guides and escorts should remind the tourists not to scramble for seats or occupy seats for others. Tour guides and escorts encourage them to offer their seats to elders, pregnant women, disabled people and tourists who carry babies. 5.2.4 Tour guides and escorts should guide the tourists to cooperate with the inspection and follow the instruction at the airport, station, port, security check, customs and border control. 5.3 Taking Public Transport 5.3.1 Tour guides and escorts should inform and remind the tourists of the regulations and requirements in civilized traveling while on public transport. 5.3.2 Tour guides and escorts should remind the tourists to follow the instruction of the crew members to keep the transport running in order, e.g. turning off cell phones and electronic devices as requested when on a flight. 5.3.3 Tour guides and escorts should remind the tourists of the safety regulations and basic etiquette when taking public transport, to obey the rules and respect one another. Tourists should not occupy the aisle or the lavatory for long time, switch seats or open the security door forcibly. Uncivilized behaviors should be avoided, e.g. requesting free meals or beverage excessively. 5.3.4 Tour guides and escorts should remind the tourists to keep the transport sanitary and not to leave litter. 5.4 Accommodation 5.4.1 Tour guides and escorts should remind the tourists to respect the service workers and respond to their greetings in a friendly manner. 5.4.2 Tour guides and escorts should guide the tourists to protect and correctly use the facilities and equipment in the accommodation, keep the hotel rooms and public spaces clean, and not to smoke in nonsmoking areas in of the hotel. 5.4.3 Tour guides and escorts should encourage the tourists to use fewer disposable goods, reduce environmental pollution and save water and energy. 5.4.4 Tour guides and escorts should remind the tourists to be wellmannered in the living area, e.g. to be decently dressed in the corridor, close the door gently, keep the voice low and turn down thewatch television on low volume in order not to disturb other guests. 5.4.5 Tour guides and escorts should remind the tourists that, if they used room services, to pay for they should announce proactively and will be responsible for the charge before on checkout. 5.5 Food and Drinks 5.5.1 Tour guides and escorts should remind the tourists to have table manners, eat in an orderly fashion and not to talk loudly and disturb others. 5.5.2 Tour guides and escorts should advise the tourists to order the right amount of food and avoid waste. 5.5.3 Tour guides and escorts should remind the tourists not to take away the food and drinks in the buffets area. 5.5.4 Tour guides and escorts should remind the tourists to correctly use the tableware correctly in a group meal. 5.5.5 If some tourists need to smoke during a meal, tour guides and escorts should direct them to the smoking seats, or, if smoking is forbidden, kindly ask them to obey the rule. 5.5.6 If the dining place has special requirements on clothing, tour guides and escorts should inform the tourists beforehand to let them prepare accordingly. 5.5.7 Tourists must not eat or drink on public transport or in public places, including museums, galleries and music halls. 5.6 Touring 5.6.1 Tour guides and escorts should incorporate the emphasis on civilized traveling in the introduction speech. 5.6.2 Tour guides and escorts should remind the tourists to obey the rules in the tourist spot and to tour in an orderly and civilized fashion. 5.6.3 When touring in a natural environment, tour guides and escorts should remind the tourists to protect the environment and refrain from picking flowers and plants, scaring and hurting animals and entering restricted areas. 5.6.4 When visiting cultural sights, tour guides and escorts should tell the tourists to protect public property and cultural relics, and not to climb, ride, scrawl or engrave on them. 5.6.5 When visiting a museum, church or other indoors places, tour guides and escorts should remind the tourists to keep quiet, use cameras in accordance with the regulations, and not to touch the exhibits. 5.6.6 If the tourist spot (e.g. the church, temple, museum, royal palace) has a special requirements on clothing, tour guides and escorts should inform the tourists one day before the visit to let them prepare. 5.6.7 Tour guides and escorts should remind the tourists to takeshoot pictures or videos in order without obstructing others, and ask for permission before taking a picture of/with others. 5.7 Recreation 5.7.1 Tour guides and escorts should organize the tourists to engage in recreational activities in a safe, orderly, civilized and rational way. 5.7.2 Tour guides and escorts should remind the tourists to observe public order when watching a performance or match, e.g. to enter the venue on time, and enter and leave in order. Tourists should make sure that they enter, leave and applaud at the appropriate time; cameras should be used as required and flash light must be used with caution. 5.7.3 When the tourists are watching a sports match, our guides and escorts should remind the tourists to respect the players and referees and observe the order. 5.7.4 If the tourists engage in recreational activities in water, tour guides and escorts should give them prior reminder to follow the instructions of the staff, pay attention to safety and protect the environment. 5.7.5 Tourists should be civilized, decent and playful when participating in an interactive activity, and show gratitude and bid farewell to the staff when the activity is over. 5.8 Shopping 5.8.1 Tour guides and escorts should remind the tourists to make rational and honest consumption, bargain to a moderate extent, treat others with kindness and abide by the contract. 5.8.2 Tour guides and escorts should remind the tourists to obey the regulations inof the shopping venue and to maintain the order. Tourists should not scramble for goods, try on products without permission, or occupy the seats that are not in public areas. 5.8.3 Tour guides and escorts should remind the tourists to respect the limit on the number of shopping goods. 5.8.4 Tour guides and escorts should remind the tourists of when and where to gather after shopping, in case of uncivilized behaviors caused by lateness and procrastination. 5.9 Using Toilets 5.9.1 Tour guides and escorts should remind the tourists to correctly use the lavatories during travel; in countries and regions with special toilet habits or complicated lavatory facilities, tour guides and escorts should give instruction to the tourists. 5.9.2 Tour guides and escorts should remind the tourists to keep lavatories clean, use hygiene products moderately, not to smoke, litter or occupy facilities provided for the disabled in the lavatory. 5.9.3 Before taking a longdistance bus, tour guides and escorts should remind the tourists of the boarding time and to use the toilet in advance. During the journey, tour guides and escorts should discuss rest stops with the driver to make rest stops in the journey. 5.9.4 During the visit, tour guides and escorts should inform the tourists of the locations of the toilets when necessary; in particular, parents should be informed to take their minors to the lavatory instead of letting them relieve themselves in public. 5.9.5 When there are many tourists, tour guides and escorts should guide them to use toilets in order and give priority to the elderlyelders, minors and disabled people. 5.9.6 When in the wild where there are no toilets, tour guides and escorts should guide the tourists to relieve themselves in appropriate spots so as to avoid pollution toof the water or ecological environment. Tourists should be reminded to dispose of their waste
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