第四节导游工作程序PPT课件.ppt

LECTURE3 Guidingprocedure sightseeingservice 1 LearningObjectives FamiliarizeyouwithsightseeingserviceprocedureGettoknowthecloseupprocedureSummarizethecompleteworkingprocedure 2 SightseeingServices 1 1 PreparationbeforesetoffReceptionprogram tourguideflag banner loudspeaker tourguidecertificate necessarytickets cash map etc makesurethedriverisready reconfirmthemealsoftheday gettoappointmentmeetingplaceaheadof10minutecountthetourists makesurenoonemissingremindtourists theweather indoororoutdooractivities dress shoes etc 3 SightseeingServices 2 2 Tourontheway pp 15 31 32 Introducetheitineraryoftheday sightseeingalongtheway backgroundinformationoftheplacestovisit recreationalactivities 4 SightseeingServices 3 3 Scenicspotsguiding pp 16 33 Thingstopayattentionto sightseeing takephoto shopping etc Onarrivalattheplacetovisit beforeleavethebus remindagainthebusnumberandmodel color signs parkinglot timetomeetafterthevisit Explainindetailinfrontofthetourmapoftheplacetomeetandshowclearlythebestroutetovisit howlongtostay whenandwheretomeet Confirmtheclock Guidingandexplanationduringthetour Payattentiontotheemphasisofexplanationandallocationoftime cost etc Makesurenobodygetslost 5 SightseeingServices 4 4 VisitingactivitiesPrepareforinterpretingforboththevisitorsandhosts 5 Returntrip pp 16 35 summarizetheday sactivities answermorequestions makesupplementaryexplanation sightseeingifnecessary supposedthattouristsarenottired Announcetheitineraryoftheeveningifthereisany Howlongtostayinthehotelandwhenandwheretomeet ofthenextdayifthereisnoactivitiesatnight Remindthemtotaketheirbelongings 6 UnexpectedScenariosforSightseeingServices 1 quitthetourbeforeitisfinished pp 27 24 25 2 whatmeasurestopreventtouristsfromgettinglost pp 34 43 3 thetouristslost pp 34 44 4 thetouristsisill pp 36 48 5 trafficaccident pp 39 57 58 7 1 quitthetourbeforeitisfinished pp 27 24 25 Whatmightbesomeofthereasonsforatouristleavingatourbeforeitisfinished Howshouldaguidehandlethis 1 themainreasonsatouristleavesatourinmid streamareduetotheirpersonalillnessoranurgentmatterathome butsomeleavebecauseofdissatisfactionwiththetourorservice 2 thosewholeavethetourgroupforpersonalreasonsmayreceivepartialreimbursementfortheunusedportionoftheircontractedtour afterthetourguidehasreportedtheirsituationandhasreceivedapprovalfromboththetravelandorganizingagencies 3 thetourguideshouldattempttodissuadethedissatisfiedtouristfromquittingthetour Ifthetouristinsistsonquitting theguideshouldinformthetouristthatheisunabletoobtainarefundfortheservicesnotyetreceived 8 2 whatmeasurestopreventtouristsfromgettinglost pp 34 43 1 everymorning thetourguideshouldtellthetouristsaboutthetravelitinerarydetailsfortheday includingtheplacesforvisitsandmeals sothatthetouristscancatchupwiththegroupifhelagsbehind 2 onarrivalatthescenicspot theguideshouldaskthetouristtoremembernumberandtheexteriorcharacteristicsofthecoach theparkingplaceandthetimefordeparture Theguideshouldpointoutthetravelrouteonthetouristmapatthesitelocation 3 duringthetravel theguideshouldcountthetouristsfromtimetotime Generally thelocalguideisresponsibleforprovidingacommentaryonthescenery thetourleaderorthenationalguideshouldbringuptherearandremindthetouriststokeepupwiththeothers 4 duringthefreetimeforsightseeingandshopping thelocalguideshouldremindthetouristsnottogotoofar nottoreturntoolateandnottogotoplaceswithpoorsecurity Whenatouristsgoesoutalone theguideshouldaskhimtotakewithhimthebusinesscardorbrochurewiththephonenumberandaddressofthehotel Sincemobilephonesaresopopularnowadays theguidemaynotethenumberofthetouristsmobile withhisapproval incaseofemergency 9 3 thetouristsisfoundlostduringthesightseeing pp 34 44 1 theguideshouldfirstdeterminewhenandwherethetouristwaslastseenandthenarrangeforpeopletolookforhim 2 iftherearemorethantwoguides oneguideshouldtakecareifthegroupoftouristswhiletheotherguideslookforthemissingtouristsalongtheroute Failingtofindthemissingtourist theguideshouldreportthemissingtouristtothelocalpolicestationlocatedatthescenicspotandrequesttheirhelp Theguideshouldalsocallthereceptiondeskatthehoteltocheckwhetherthetouristhasreturned 3 ifthetouristisnotfound theguideshouldaskthetravelagencytosendpersonneltohandlethematterwhilehecontinuestoguidethetourgrouponitsitinerary asplanned 4 aferthetouristisfound theguideshouldapologizeifheistoblame ifthetourististoblame theguide insteadofcriticizinghimseverely shouldremindhimgentlynottogetseparatedfromthegroupagain 5 inthecasewherethetouristdisappearsandnothingisheardfromhim theguideshouldhandinawrittenreportfortherecord 10 4 thetouristsisill pp 36 48 1 Whenatouristbecomesseriouslyill aguideshouldnotofferhimmedicine Insteadheshouldaskwhetherthetouristhasbroughtmedicinewithhimforhisillness Manypeoplewhosufferfromcardiovasculardiseasesusuallycarrywiththemfirst aidmedicine Ifthepatientdoeshavethemedicine theguidemayassisthimintakingit 2 ifthepatient slifeisindanger theguideshouldcallthenearestfirst aidstationtocomeandpickupthepatient orhireavehicletotakehimtothenearesthospital Ifnecessary aguidemaysuspendthetravelforthetimebeing totakethepatienttothenearesthospitalonthecoach 3 whilerescuingthepatientorsendingthepatienttothehospital itwouldbebetterifthetourleaderornationalguideorthepatient srelativewerepresentwiththetouristallthetimes Anyoperationmustbeapprovedinawrittenformbythetouristsrelativeorthetourleaderortheofficialsofthetourist sembassyorconsulategeneralinchina Thelocalguideshouldkeeptherelevantfilesandrecordsforfurtherinvestigation 4 duringtheprocessoftherescue theguideshouldreporttothetravelagencyassoonaspossibleforinstruction Ifnecessary theguidemayasktheagencytosendpersonneltohandlethemattersothelocalguidemayresumehisdutieswiththegroupandcontinuethetravel 5 ifthepatientmustremaininthehospital thetravelagencyandtheguideshouldvisithimfromtimetotimeandhelphiminhiscurrentcrisis Ifthepatient svisaneedsanextension theguideshouldhelphimgetanextension Thepatientisresponsibleforthemedicalexpensesandrelatedhospitalcharges Thetravelagencyshouldrefundthemoneyfortheremainingitemsofthetravelthatthepatienthasnotexperienced accordingtothecontract 11 5 Whatarethepossibleconsequencesofatrafficaccidentduringtravel pp 39 57 58 1 accidentsmaycausecasualtiesandendangerthelifeandpropertyoftourists 2 accidentsmaycausegreatdamagetothereputationofatravelagencyandfinancialhardshipandevenbankruptcytosmallandmedium sizedtravelservices 3 accidentsmayaffectthereputationandeconomicwell beingofthetouristsdestination Touristsmayquitthetourgroup fewertouristsmaytravelinthearea andthetravelagencymayhavemoredifficultyinpromotingpackageholidays 4 vehicularaccidentsarethemostcommonformofaccident Thereforeatravelagencyshouldonlyusecoacheswhichareingoodconditionandforbiditsdrivestodrivewhentiredorexhausted 5 aguideshouldnotchatwiththedrivewhileheisdriving alwaysremindthedrivertodrivesafely andnottodrivewhileundertheinfluenceofalcohol 12 Howshouldaguidehandleaserioustrafficaccident Theguideshouldimmediatelyorganizearescuefortheinjured Theguideshouldkeepcalmandremovethetouriststoasafedistancefromtheaccident Theguideshouldhelptostopthebleedingoftheinjuredtourists bandageupthewoundedandsendthebadlywoundedtothenearesthospital Assoonaspossible theguideshouldreporttothetrafficpoliceandthetravelagency Inthecaseofaseriousaccidentresultinginheavycasualties perhapsevenfatalities theguideshouldreportimmediatelytothetrafficpoliceandthelocalgovernmentforhelpandrescue Theguideissupposedtoprotecttheaccidentsiteforthepoliceinvestigation Theguideshouldcomfortandconsolethetouristsand ifpossible continuethetravelschedulesasplanned Theguideshouldsubmitawrittenreporttothetravelagencywhichgivesadetailedaccountoftheaccident including thecauseofaccident thesequenceofevents theprocessofhandlingtheaccident thetourists feedbackandtheaccountofthoseresponsiblefortheaccident 13 FarewellServices Preparationbeforedepartureofthegroup pp 18 41 1 Verificationoftickets2 Informthenextdestinationifthereisanychangeofschedulesothatthenexttravelagencywillchangeaccordingly 3 luggagecollection4 Departuretime placetomeet5 wakeupcall breakfastarrangement6 checkoutassistance7 Remindtouriststopaybill8 Returntouristsidentitycardsandpassport 14 FarewellServices luggagecollectionDiscusswiththegroupleaderandnationalguidewhentoputtheluggageoutsidetheroomandwhentocollect theninformthetourist Remembertotellthetouriststhingstopayattentiontowhilepackingthecheckedluggage 15 Luggagecollection 1 Atourgrouphasjustcomebackfromaneveningshow Nowtheyareatthehotel Thetourguideisspeakingtothewholegroup Localguide Attentionplease Wearegoingtocheckoutearlytomorrowmorning Wouldyoupleasehaveyourbagsreadyby10 30p m andleavethemrightoutsidethedoor Wearegoingtocheckthem Ihavealsoarrangedanearlymorningcallforyou Itisat5 30a m breakfastwillbeservedat6a m sincethedeparturetimeoftheflightis8a m wehavetosetoffat6 30 Arethereanyproblemswiththisschedule Thegroup No thankyou Localguide tothetourleader Hello Mr Rawson shallwemeetonthe14thfloorfiveminutesbefore10 30p m You thenationalguideandIwillbetheretogethertochecktheluggage Tourleader Yes sure Youareveryconsiderate at10 30p m onthe14thfloorwherethetourgroupisstaying Tourleader Wehavegot32piecesaltogether Localguide Aretheyallwelllocked Tourguide Letmesee Oh thisonehasnolockonit ItisMr Taylor s Ithink ThenationalguideknocksatMr Taylor sdoor Mr Tayloropensthedoor Nationalguide Sorry Mr Taylor Butyouforgottolockyourbag 16 Luggagecollection 2 Mr Taylor Well Idon tthinkIhavetolockit Thereisnothingimportantinside Nationalguide Well accordingtoCAAC Sregulationsallluggagemustbelockexceptthecarry onluggage Otherwise theywillnotacceptit Mr Taylor Oh Isee Iamverysorry ButIhaven tgotanextralockforit WherecanIgetonenow Nationalguide Inthatcase youwillhavetobuyoneattheairporttomorrowmorning Mr Taylor Howmuchdoesalockcostthere Nationalguide Oneyuanfifty Mr Taylor Thatisok Iwillbuyonetomorrow thankyou Nationalguide Thankyouandgoodnight Localguide Everythingisfinenow Mr Rawson Wecanhandovertheluggagetothebell boynow Tourleader Yes sure Nationalguide So seeyoutomorrow Tourleader Seeyou Localguide Seeyou Goodnight 17 FarewellServices Checkoutserviceremindthetouriststocleartheirincidentalbills laundry longdistancecalls minibar etc Returnhotelkeys andhelptosolveproblemsofdamageofhotelfacilities Remindthehotelthecheckoutanddeparturetime esp forlargegroups sothatthehotelcanarrangeenoughpersonnel Returnthegroupdocuments groupvisa individualpassports airticketsiftheyarepurchasedbythegroupoperators 18 Leavingthehotel Goodmorning ladiesandgentlemen We llbesayinggoodbyetothehotelinseveralminutes Beforewegetonthebus pleasemakesurethatyouhaveallcheckedoutandclearedyourbills especiallytheincidentalsincludingyourlaundrychargesandyourphonecharges Alsoseetoitthatyouhaveallyourcameras Pleaseleaveyourroomkeysatthedesk Noweveryoneishere Pleasetakegoodcareofyourbagsandfollowmetothebus 19 Sum check out Beforeatourgroupleavesahotel theguideshouldmakethetouristawareoftheneedtosettletheirbills Thelocalguideshouldtellthetouristswhenandwheretocollecttheluggageandcheckthenumberofpiecesofluggagealongwiththenationalguide thetourleaderandtheluggage mantopreventlosinganyluggage Ifthetourgroupisleavingourcountry thelocalguideshouldremindthetouriststohavetheirpassports planeticketsandcustomsdeclarationformsputintheircarry onluggageinpreparationforthecheckatcustoms Aftertouristgetonthebus theguideshouldremainthemtochecktheircarry onbagsandseeiftheyhaveleftanythingbehind Thebuscanleavethehotelonlyafteritismadesurethateverybodyisonthebus 20 Afarewellspeech 1 Ladiesandgentlemen Firstofall onbehalfofmyChinesecolleaguespresenthere IwishtotakethisopportunitytoexpressourheartfeltthanksandtobidfarewelltoourAmericanfriends Wethankyouforyourpatienceandfriendliness whichhasmadeourworkeasierandhasalsoenabledustolearnmanythingsaboutyourcountryandpeople Wealsoappreciateyourcooperationandunderstanding whichhasmadethetripapleasureandsuccess Afewdaysagowemetasstrangers buttodayyouleaveasournewfriends Weshallalwayscherishthehappymemoriesofourdelightfulfriendsandourtriptogether Ibelievethegrowingcontactswillbringpeopleofourtwocountriescloserandpromotepeaceoftheworld WelookforwardtoseeingyouagaininBeijing Iwishyouapleasanttriptoyournextdestinationandhometoyourfamiliesandfriends Onceagain Ithankyouallverymuch Bonvoyage 21 Afarewellspeech 2 Ladiesandgentlemen TimehasgonesoquicklyandyourtriptoChinaisdrawingtoaclose TomorrowmorningyouwillbeleavingGuangzhouforHongKong Atthistime IwouldliketosayafewwordsonbehalfofChinatravelservice First wewanttothankyouforcoming Thedurationofyourstayinourcountryhasbeenabouttwoweeks Thisisnotlongofcourse butitislongenoughforustohaveabetterunderstandingofourtwocountries Whileyoustayhere youhavemetwithsomeofourgovernmentleadersaswellassomeordinarypeople visitedsomeofourlargestcities aswellassomeofourmostbeautifullandscapes SomeofyouhaveevenexchangedviewswithyourChinesecounterparts Allthisiscertainlybeneficialtofurthereconomicdevelopmentandbusinesscooperationbetweenourtwocountries Next wewanttoexpressoursincereappreciationforyourfriendship WhileyouareinChina allofyouhaveshowgreatpatience cooperationandunderstanding whichhavemadeourjobmucheasier 22 Lastly wewouldliketowelcomeyouback sometimeinthefuture Forreturnvisits nothingismoredelightfulthantomeetfriendsfromafar Thisisonlythebeginningofourfriendship Webelievethatitwillcontinuetogrowinthefuture Uponyourarrivalinourcountry pleasesendourbestregardstoyourfamilymembers yourrelatives yourfriends andyourcolleagues Let srememberthesewordswell Makenewfriends Butkeeptheold Oneissilver Andtheothergold NowIproposeatoast Tothefriendshipbetweenthepeoplesofourtwocountries TothissuccessfulvisitofChina Cheers 23 Question whatarethemainpointsinaformalfarewellspeech 24 Question whatarethemainpointsinaformalfarewellspeech pp 18 42 Recalltheactivitiesandshowappreciationofthetourists considerationandcooperationshowthefriendshipyouhaveestablishedandunwillingnesstosaygoodbye Sincerelyrequiresuggestionandcriticismforimprovement Extendyourapologyifthereoccurredsomeunpleasantaccident Expressyourgoodwishandregards 25 Attheairport onarrivalattheairportorrailwaystation mustarrive90minutesearlierfordomesticflight 120minutesforinternationalandcoastalcityflights 60minutesfortrain getoffthebusfirsttoassistthetourists Checkifthereareanythingsleftbehind 26 UnexpectedScenariosforfarewell Whatis theincidentofmissingtheairplane Howshouldaguidehandle p 31 35 36 Failtoarriveairportontime Reporttotravelage