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江苏
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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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6. Content of Service6.服务内容Key Word:basic besk: 基本6.1.1 Basic Documents and ItemsThe travel agency should provide tourists with the materials and items in accordance with therequirements in GB/T 31385 and GB/T 31386.6.1.1 基本资料、物品旅行社在行前说明服务环节向旅游者交付的资料、物品应符合GB/T 31385、GB/T 31386中的相关要求。Key Word:civilized and safety travel Materials 文明安全旅游资料needs and features 需求特点6.1.2 Materials pertaining to tourism safety and civilized travelImportant matters concerning tourism safety and civilized travel should be included in the written documents or other materials issued to the tourists. Attention should be drawn to important information by using larger fonts or brighter colors. Such information includes the risks that may seriously endanger the tourists personal and property safety, the warning of risk-prone areas and related safety measures.6.1.2 与旅游安全、文明旅游相关的资料对与旅游安全、文明旅游相关的重要事项，应当向旅游者交付书面文件等形式的资料。重要信息在资料中应以加大字号、醒目色标注等处理方式以引起旅游者重视。如：可能严重危及旅游者人身、财产安全的旅游风险提示、多发旅游风险的提示、安全避险措施等重要安全提示内容。6.1.3 Other materials regarded necessary by the travel agencyOther materials depend upon the travel agencys management needs and the features of its products.6.1.3 旅行社认为应当交付的其他内容旅行社认为应当交付的其他内容取决于旅行社自身管理需求和产品特点。Key Word:Departure Information 出发信息6.2.1 Departure InformationThe travel agency should interpret the itinerary, highlight the unspecified matters in the package tour contract, including the numbers of the transport (e.g. flight number), the rally point and departure time, the information of the performance assistant and the distinguishing signs of the group (e.g. a flag, signs of tourists).6.2.1 出发信息旅行社应向旅游者重点解读旅游行程，特别注意说明双方在签订包价旅游合同时尚未明确的要素，包括：交通工具的营运编号（如飞机航班号等）、集合出发的时间地点、必要的履行辅助人信息、团队标志（如导游旗、游客标志物）等。Key Word:contact information 联络信息6.2.2Important contact informationThe travel agency should inform tourists of and remind them to keep the important contact information during travel. The names and contact information of the relevant tour operator, seller, tour leader and escort. The contact information of the local travel agency and its staff members (e.g. the local tour guide). The contact information of the insurance company by which the tourists are insured. Emergency numbers. Outbound tourism products should include the contact information of Chinese consulates and embassies in foreign countries. The contact information of other institutions or individuals that may provide tourist protection during travel.6.2.2 重要联络信息旅行社应告知旅游者，并提醒其在旅游过程中全程携带的重要联络信息:a) 旅行社操作部门、销售部门相关工作人员、团队领队或全陪姓名及联络方式等信息；b) 地接社及其工作人员（如地陪导游员）联络方式等信息；c) 为游客提供保险产品的保险公司联络信息；d) 遇到紧急情况时的应急联络方式。出境旅游产品还应向旅游者告知我国驻外使、领馆应急联络方式；e) 应该或能够在行程中为旅游者提供安全保障的其他机构或人员信息。Key Word:preparation prepren: 准备事项Information about Destination 目的地相关信息6.2.3 Pre-tour Preparation:Tourists should be informed of Chinese and foreign laws and regulations on transportation management, luggage-check requirementsand exit and entry of items which might have an effect on the means of transport, luggage-check, entering and leaving the country. Tourists should also be reminded of preparation accordingly.6.2.3 行前准备事项告知旅游者国内、外运输管理相关法律、法规、行李托运须知、出入境物品管理相关法律、法规等对旅游者乘坐交通工具、托运行李、出、入国境有影响的事项，提示旅游者提前做好相应准备。6.2.4 Information about DestinationTourists should be introduced to the history, geography, climate, culture and customs of the tourist destination (country or region).6.2.4 旅游目的地相关信息提示旅游者旅游目的地（国家或地区）历史、地理、气候、人文风俗等信息及相关注意事项。Key Word:Reminders about Civilized Travel 文明旅游提示Circumstances of Unfit for Travel 不适合旅游情形6.2.5 Reminders about Civilized TravelInformation about civilized travel should include: Laws, regulations, customs and religious taboos worth noting in the tourist destination. Matters that may incur misunderstanding, offence, argument or criticism. Outbound tour teams should be informed of the laws and regulations on exit and entryadministration, as well as the inappropriate activities by Chinese laws.6.2.5 文明旅游提示对旅游者进行的文明旅游提示应包括：a) 旅游者应当注意的旅游目的地相关法律、法规和风俗习惯、宗教禁忌等；b) 易因不了解而引起误会、冒犯、争端或遭受非议的其他事项；c) 除上述提示外，出境旅游团队还应提示国家出入境管理相关法律、法规，以及依照中国法律不宜参加的活动。Key Word:Major Warning 重大安全警示6.2.7 Major WarningThe travel agency should explain the following matters to tourists according to different travel destinations and itineraries: The correct use of the facilities which tourists may have access to during travel and which may cause injury or damage due to improper use. Necessary precaution and emergency measures. Business or service areas, facilities or equipment unopened to tourists during travel. Activities unsuitable for some tourists for the sake of safety.6.2.7 重大安全警示旅行社应根据旅游目的地、行程安排的差异性，就以下事项对旅游者进行说明：a) 行程中旅游者可能接触到的、操作不当有可能造成旅游者人身伤害的相关设施、设备的正确使用方法；b) 必要的安全防范和应急措施；c) 行程中未向旅游者开放的经营、服务场所和设施、设备；d) 为保障安全，部分旅游者不适宜参加的活动。Key Word:Emergency Plans 紧急计划6.2.8 Emergency PlansThe travel agency should: Inform the tourists of the travel agencys handling procedures in the case of an emergency. Inform the tourists of the contact list in the case of an accident that endangers their personal or property safety. Inform the tourists, if they are insured before travel, of the range of their insurance coverage and the measures to take once accidents take place. Other information that helps tourists protect their own safety when faced with a emergency.6.2.8 突发事件应急处理预案旅行社应：a) 告知旅游者，旅行社对突发事件的处理流程；b) 告知旅游者，有危及人身或财产安全的意外发生时，旅游者应联络的人员的顺序；c) 如旅游者为旅游活动投保了保险，应告知旅游者保障内容及出险时可采取的措施；d) 突发事件发生时，有利于旅游者保护自身安全的其他信息。Key Word:Complaint Channels 投诉受理渠道6.2.9 Dispute/Complaint ChannelsTourists should be told how to protect
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