领队业务英文课件

LearningObjectives1 Gettoknowthefourperspectivesintourismdefinition 2 Learntheimportanceoftourismattraction 3 Understandthebenefitsoftourism 4 Gettoknowsomenegativeaspectsoftourism 一 Tourism Wordbank Long termplanning长期规划Leisureindustry休闲业Nationalplanfortourism全国旅游规划Regionalplanning地区规划Masterplan总体设计Amountoftravel旅游总量Planninghorizon规划远景advantagepoint优越的位置Naturalseasonality自然季节性Capacity接待能力Createdfolklandscape人工民俗景观Themepark游乐园Folklore民俗Architecturalpreservation古建筑保护Flexiblework hr弹性工作制Novelty新鲜 奇异Workethic职业道德Innovation创新Economicvalue经济价值Culturalvariety文化多样性FIToperator wholesaler散客批发商Activemember正式会员associatemember预备会员 1 Boardingpasscard机场候机楼2 Transfers中转3 Transit过境4 Transfercorrespondence中转处5 Passengerconveyer自动步行梯Luggagecarousel行李传送带currencyexchange货币兑换处luggagelocker行李暂存箱luggagetag行李牌personalbelonging随身物品 Wordbank 11 Ticketconfirmation机票确认12 Countryoforigin原住地13 Dateofissue签发日期14 Customsinspector海关检查员immunization免疫quarantineformalities检疫手续handtruck手推车expirydate失效日期 Wordbank Wordbank Career oriented 职业导向的Asset 资产Self discipline 自律Stamina 身体状况Havekeenvision 敏锐的的观察力Havewell endowednerves 思维敏捷Accommodation 吃住Familiarity 熟悉Aptitude 天资 Tourism Oneoftheworld slargestindustriesBemadeupofmanysegments transportation accommodation foodservice shopping travelarrangementactivitiesfortourist history culture sports recreation entertainment KnowledgeablebusinessmanagersTourismskills criticallyneededFamiliaritywithtourism recreation businessandleisureoffersmanyopportunitiesavailableinamultitudeoffield MainContent TourismtypesFormsoftransportationFourdifferentperspectivesoftourismQuestionsforDiscussion Tourismtypes SightseeingVisitingfriendsEngaginginvarioussportsEnjoytheenvironmentBusinessactivitiesStudytourScientificresearch Formsoftransportation HikingFlyinginajetTakeachairliftCruiseshipBycar motorcoach camper train taxi motorbike bicycleConsidervariousgroupsparticipatingandaffectedbytourism Fourdifferentperspectivesoftourism Thetouristseeksvariouspsychicandphysicalexperiencesandsatisfactions tourismmaybedefinedasthesumofthephenomenaandrelationshipsarisingfromtheinteractionoftourists businesssuppliers hostgovernmentsandhostcommunitiesintheprocessofattractingandhostingthesetouristsandothervisitors Fourdifferentperspectivesoftourism Tourismisacompositeofactivities services andindustriesthatdeliversatravelexperience transportation accommodations eatinganddrinkingestablishments shops entertainment activityfacilities andotherhospitalityservicesavailableforindividualsorgroupsthattravelingawayfromhome itencompassesallprovidersofvisitorandvisitor relatedservices Fourdifferentperspectivesoftourism Tourismcomprisestheactivitiesofpersonstravelingandstayinginplacesoutsidetheirusualenvironmentfornotmorethanoneconsecutiveyearforleisure businessandotherpurposes Fourdifferentperspectivesoftourism Tourismflourishedinaclimateofpeaceandprosperity Aspeopletravelfromplacetoplacewithasinceredesiretolearnmoreabouttheirglobalneighbors knowledgeandunderstandinggrow Theimprovementinworldcommunicationplaysanimportantroleinbuildingbridgesofmutualappreciation respect andfriendship 二 Tourguide LearningObjectives 1 Gettoknowthewaytofindacareer orientedjob 2 Learnthebasicqualitiesforatourguide 3 Understanddifferentskillsrequiredforspecificjobs 4 Gettoknowsomeareasintourism 1 Gettoknowthewaytofindacareer orientedjob 1 SeekaFirstCareer OrientedJob2 Occupations3 Besuitedtoworkintourism4 Manyjobopportunitiesandcareerpathsintourism5 Questionsfordiscussion 1 SeekaFirstCareer OrientedJob It sadifficultdecision makingtime Achallengingtask goalsandambitionProblemsMarketingaproduct yourselfConvincetheemployer 2 Occupations Occupationswiththemostrapidgrowthareprojectedtoparticipantswiththemosteducation Businessservice animportantcontributorContinuetoproducenewserviceaddtotheoveralldemandemploymentgrowth 3 Besuitedtoworkintourism WorkingwithpeopleBegenuinelyconcernedforacustomer scomfortBewell being BepleasantandgraciousBeself discipline BepatientAnunfailingcheerfulpersonalityHavethephysicalstaminaWorklonghoursBeinvolvedinthepressureofacrushpeopleHavekeenvision HaveexcellenthearingHavewell endowednervesVisitseveraltypesortourist relatedorganizationsWatchtheactivities TalktothepeopleTrytogetaninternship 4 Manyjobopportunitiesandcareerpathsintourism ImpossibletolistanddescribeallthejobsExaminethefollowingareas airlinesbuscompaniescruisecompaniesrailroadsrentalcarcompanieshotelsmotelsresortstravelagenciestourcompaniesfoodservicetourismeducationtourismresearchtraveljournalismrecreationandleisure attractiontourismofficesandinformationcenterconventionalvisitorbureaumeetingplannergaming 2 skills Airlinepilot extensivetraining education experienceoneofthehighestpaidprofessionProfessionalchiefs createtasty nutritious irresistiblebuffetfooditemsEmployeeintherentalcarbusiness courteousandthoughtfulMechanics anaturalaptitude trainingandexperienceExecutiveposition knowledge interest drive enthusiasm QuestionsforDiscussion 1 Identifyanddescribethefourperspectivescontainedinthedefinitionoftourism intermsofyourhomecommunity 2 Howimportantaretouristattractions 3 Whatarethebenefitsoftourism 4 Whyistourismsopopular 5 Whataresomenegativeaspectsoftourism 三 TourGuide sPrincipleDuties 1 Gettoknowatourguide sprincipleduties2 Understandatourguide sspecifictasks3 Gettoknowtheimportanceofatourguide sgoodservice aTourGuide someonedesignatedbyatravelagencytoorganizeToconducttriptotakecareofeverydetailoflogisticsforatour apersonthattheguestspayfortheconveniencehaveathoroughfamiliaritywithgeographyandhistoryofacertainarea ATourGuide sGeneraltasks 1 encompassabroadarrayofscopesomebasicservice meetingandseeingoff checkinginandcheckingout arrangingfoodandaccommodation providingon tourservicepromotingoptionaltourproducts givingtouradvice dealingwithcomplaintsandemergencies doingpre tourandpost tourjobandsonon educators instructorsandall aroundexperts history geography architecture artandotherinterdisciplinaryknowledge 2 thepublicfaceofatravelagencyhelpshapethefirstimpressiontovisitors His Herqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourproducts makegreatcontributiontoincreasingtheincomeofforeigncurrency 3 agoodwillcultureambassador anunofficialspokespersonforthedestinationsworkingattheforefrontofthetravelindustryandmeetingpeoplefromallovertheworldandwithdiversebackgrounds aguideactsastoforeignguests facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandeliminateprejudiceagainstChina AGuide sSpecificTasks 1 Responsibleforpre tourpreparationinformationofguests wheretheyarefrom occupationsreligioninformationfortheircommentaryConducttechnicalresearchforspecializedtoursactivities hotels confirmationofreservationsadequatetransportation 2 Getnecessarysupplies aflagandasignboardreadyforthetourequipmentrepairsandmaintenanceCleanandmaintainthetravelvehiclesmaintainproperuseoftourfacilitiesandsupplies 3 WelcomewelcomethetourmembersonarrivalassistthemwiththeirluggageWelcomeyourguestswithcareandattentionaVIPdeserves 4 Transferguestsalongvarioussitesairports hotels localattractions souvenirshopsorequivalentlocations 5 Arrangefoodandrefreshmentsstops specialneedsfordiabetics children elderlypersons visually impairedorhearing impairedpersonorphysicallychallengedperson Copewithillness injureanddeathoftourists 6 Helpwithcurrencyexchangeorbargaining 7 DealingwithcomplaintsBplaintsregardingrooms meals service check inandlostluggage Solveoperationalproblemslikebookingerrorsandamendments etc Takeimmediateactiontodealwithunhappyorunsatisfiedguestscometoawin winoutcome 8 PlanPlantheiractivitieswithinatouritinerary reviewtomakeadjustmentasrequired Respondtothespecialneedsandpeculiarrequestoftourparticipants 9 MealsDecidewheretotakemealsseatthegrouptakingintoconsiderationtheirdifferentneedsandpreferences 10 BepatientAnswerquestionspatiently meetexpectationsofguestsRemainhelpful politeandcalmanytimeontour evenwhendealingwithhard to pleaseclientswhoaren tsonice identifyingfurtherservicesnotincludedintheschedule Escortthegroupthroughanareacoordinationactivities Givedetaileddescriptionsoftheareaanditems pointinterests Highlightsightsandplacesalongthewayprovidingin depthinsightsintolocalculture history flora faunaandmore Insomecases guidetouriststotheunusualandlittleknownareas Determination Determineanoutdooractivity News Reportthelatestnewsandanswerquestions cautionaryinstructions valuables balancetime Specialneeds fulfillreasonablerequestEducator protectenvironmentandculturalheritages Emergencysolver healthandsafetyCollector tourreport clericaldetails dailyexpenditureaccount receipts budget Contactandcommunication tourcompanies hotelsrestaurants vendor Reminder ahotelbusinesscard phonenumber wetwipesandtoiletpaperTreatallwithcivility Additionalfees optionalactivities Collectentrancefees 四 TravelAgency LearningObjectives 1 Gettoknowtheservicefromthetravelagency2 Learnthetypesoftravelagency 3 Understandthegrowingtrendintravelagency Wordbank Personnel全体人员 职员Array大批 排列FIToperator国外旅游散客批发商Interdisciplinary跨学科的inboundagent入境代理商Simultaneous同时的ticketagent售票代理商Impair削弱commercialagency商务旅行Expenditure花费cooperateprice单位团体价格Priority优先权discountrate优惠价Civility礼貌 谦恭commissionrate佣金率Domesticitinerary国内旅游路线Selectroutine精选路线entryrequirement入境须知 Travelagency tourismchannelofdistributionanoperatingstructure system orlinkageofvariouscombinationsoforganizationsaproduceroftravelproductstothebuyer Similaritiesanddifferencesbetweenindustryandtourism Similarities Distributionchannel wholesalers distributors middlemen ultimateconsumersDifferences Uniquedistribution Intangibleservice temporalArrangements avarietyofchoiceAmiddleman Anagencyofprincipalinlegalterms transportationcompanies Anexpert knowledgeable Agrowingtrend Profitandproductivity Affiliatedwithcooperatives consortia franchisors jointmarketorganizationsProvideaidsTelephoneconsultationEducationprogramsFrequenttraveler splanClientnewslettersPreferredsuppliersDiscount Questionsfordiscussion Whatkindofservicecanatravelserviceprovidetoitscustomers Howmanytypescantravelagencybeclassifiedinto Listthenamesoftravelagencyinyourareaasmuchasyoucan Whatinformationdoesatravelercangetfromthetravelagency Whatistravelagent 五 TourGuide sPrincipleDuties 1 Gettoknowtheimportanceoffirstimpression2 Understandtheguidelinesformeetingandgreeting3 Gettoknowtheimportanceofatourguide sgoodservice MainContent 1 theFirstTouch 2 Guidelinesformeetingandgreeting 3 Beforeboarding 4 importantGoalsofservice 5 Requirementsforthetourguide 6 Importanceofgreatgreeting 7 Questionsfordiscussion 1 theFirstTouch Terminals attheairportorawharfthefirstface therepresentativeofhis hertravelagencytheimageofatourdestination shapetheirfirstimpressiongreetingthemostimportantstagewinningtheconfidenceandrespectofyourguests Lookingcheerfulandsmart talkinginarespectofyourguests inacourtesymanner beingprofessionalandreliable gettingthingsdoneeffectively 2 Guidelinesformeetingandgreeting befullypreparedfortheservicecheckontheflight accuratescheduledtimeandflightnumberreconfirmtwohoursbeforeheadingfortheairport showupattheairportatleast30minutesearlierGuideEquipments IDcard aflagofyourcompany placardwithatourist sname amegaphone mini amplifier formsofcomment businesscard acap anumbrellaoraraincoat ContacttheDriver mobilephonenumber agoodworkingrelationship TalkabouttheitinerarywiththedriverInspectthevehicletomakesureitistidyandclean thepublic addresssysteminexcellentworkingcondition Straighteningupseatsandgeteachseatatrashbag Parkposition DressedproperlyPreparedforFlightDelaysorNo showsLocateGuests logosandbadgesgreetyourclientswarmlyandcheerfullyupontheirarrivalreconfirmthename countryorplacetheycomefromorthenameoforganizedtravelagency inconsistencewiththenamelisthaveasocialconversationwitheachclient anaffirmativenodandeyecontactGatheringguestsandLuggage Turntheluggageovertothebellmen andthenpolitelydirectyourclientstothecoachorlimousine 3 Beforeboarding offerspecialassistance muchluggageordifficulties disabilities Assistwiththestowingoftheirluggageandseating Whenallsitback checkonthesuitcasesontherack keepthemsafeandsound Getanotherheadcountpolitelyandcarefully announcedepartureandinstructyourbusdrivertogetmoving 4 importantGoalsofservice Welcomespeech KnoweachotherHelptoprovidegoodserviceTreatedwithcourtesyandrespect 5 Requirementsforthetourguide punctual prompt patient smartlydressed andprovidingassistancetoallcustomersinacourteous consistent professional timelyandefficientmanner 6 Importanceofgreatgreeting Impressiveandreceptiveserviceasuccessfuldebutestablishapositiveandsustainablerelationshipwithhisguests QuestionsforDiscussion Howcanthetourguideestablishapositiveandsustainablerelationshipwithhis herguests Whatguidelinesexistinthepreliminarystep Whatequipmentdoesatourguideneedforthejob Isthetourguideapublicimage Shouldaguideshowconcernforaguests flighttrip 六Traveler 1 Gettoknowthetypesoftravelers2 Learnthetypesofactivitiesinthedestination3 Understandthethreesourcesoftraveler smotivation Wordbank Initial最初的insignia勋章 徽章Perception洞察力 感觉placard接机牌Bouquet花束assertive断定的过分自信的Preliminary预备的conspicuous显著的Hygiene卫生paramount极为重要的Public addresssystem扩音系统besusceptible对 敏感Internationaltravel国际旅行sightseeingtrip观光旅行packagetour包价旅游Allexpensetour全包价旅游inboundtour入境旅游massproducedholidaypackage成批假日报价旅游包价旅游out of seasontour淡季旅游independenttour个体旅游foreignescortedtour有陪同的国外旅游transitpassenger过境旅客 1 typesoftravelers seethesights visitfriendsandrelativesdolittleelsebutrelaxparticipateinleisureactivitiessuchasfishingorsports tripsforthebusinesspeople conventiondelegates pilgrimsandothertravelers 2 Travelmotivation suittheirpersonalpsychologicalandmotivationalprofile atthecoreofsuccessfulbusinesspracticethreemainsourcesofideasconcerningtravelmotivation Historicalandliteraryaccountsoftravelandtravelersthedisciplineofpsychologyanditslonghistorythecurrentpracticesoftourismindustryresearchers 3 Typesofactivitiesindestination Communingwithnature visitingopenareas suchasparksandcommons rambling walking etc Historicalheritage visitingcastles statelyhomes museums ancientmonuments religioussites galleriesandbattlefields Attractions visitingzoos safariparks themeparks etc sportactivities takingparkinorwatchingvariousformsofindoors outdoorandwatersports suchasbowling fishing sailing golfing shooting swimming surfboarding motorracing football etc 4 Typesofactivitiesindestination Entertainment otherthansport thismayincludevisitstothecinema theatre bars concerts discos restaurants etc Relaxation sunbathing resting reading etc Health takinghealthcaretreatment saunas massage therapy etc shopping browsing souvenirorantiquehunting special purposetripsfornewoutfits gifts newhigh costequipment etc Businessactivities meetings conferences exhibitions etc CaseProblems 1 Whatcantheguidedoifthetouristaskstochangeroomforhisroommate ssnoring 2 Whatwillbedoneifthetourpartyarrivesatthemeetingplaceearlierthanthetourguide 3 Whatwillthelocalguidedoifthetourpartyistoarrivebehindschedule probablyonedaylate 4 Whatcanbedoneifthedeparturefromalocalplacehastobepostponedfortheshortsupplyofsoftberths 七 CommunicationandDiscussionabouttheItinerary 1 Gettoknowtheimportanceofanitinerary2 Understandhowtotackleanalteredtravelplan3 Learnviolationoftheitineraryprohibited 1 anItinerary Anitineraryisadetailedscheduleorasuggestedrouteforthejourney atourguideshouldstrictlyadheretoit flexibleinordertodealwithunexpectedemergenciesanduncertainties everyeffortwillbemadetoadheretoitinerary travelagenciesreservetherighttochangeroutesandaccommodationstheguidemustdoublechecktheitineraryandverifyitwithtourleader independenttravelerafterthegreeting uponhis herarrival touristshavetherighttoverifythetravelplanaswellOncethisinitialconsultationiscompletethepartiesinvolvedcandecideonsomefinalizeddetails 2 Takemeasurestotackleanalteredplan minorrectificationorincreaseadditionalitems HandleUnreasonableRequestsRegardingAdditionalExpensesHandleItinerarywithDiscrepancy 3 minorrectificationorincreaseadditionalitems requestsrelayedtothetravelagencyforfurtherinstructions Theguests additionalalterationexpenseAdviseonanycostimplicationpriortoanychangesmeettherationalandpossiblerequests MakeclearextratravelexpenseExcesscostsandcircuitousroutesmustbeaddedtothepreviousbudget 4 HandleUnreasonableRequestsRegardingAdditionalExpenses Declinepolitely acceptablereasonsExplainthatthetravelserviceisnotauthorizedtomakethechange 5 HandleItinerarywithDiscrepancy Investigate assumetheresponsibility travelagencyyouworkfor offeranapologyfortheerrors narration forgiveness tryyourbesttoaccommodatetheguests Bekeentolearnfromerrorsputthingsrightasquicklyaspossible 6 Takemeasurestotacklealteredplan OtherChangesResult Routineforalteredplan OtherChanges Theshortenedtour Resetthetimetable Takegooduseofthelimitedtimetopresentthehighlightsofthedestinationpointsdepartureaheadoftheschedule informthestaffworkingforthenextdestination Makearrangementforcheckingoutcancelingmeals vehicles etc OtherChanges Somesegmentsdeletedsuggestionstooptionalpreferencesselectsubstituteofthesamevalueandexcellence notificationofsuchalterationsmustbegiventoeveryguest Anapologyinpersononbehalfofthecompany Approvedremediessuchasgivingawaysouvenirs extracoursesoffood drinks themanagerofthecompanyhastoofferanapologyinpersononbehalfofthetravelagency Forcancelledactivities thetravelagencyhastopayappropriatecompensation Takemeasurestotacklealteredplan Prolongedastay Contact rearrangeaccommodation mealandvehicleowingtothechange resetthetravelplan extendthetouringtimeorincreasesomeactivitieskeeptheprogramsvaried HowtodealwithunpleasantResult Result emotionalstressandanunpleasanttourRoutineforalteredplan mobilizethecompletesupportofrespectedleaderstoenterapowerfulpersuasiontoalleviatetheirfrustrationandpersuadethemtocooperatevoluntarily helpthemtodeterminewhichoptionbestmeetstheirneeds touristswillbenotifiedassoonaspossibleifanychangeismade relevantissuesmustbesolvedtothecustomers satisfactiongainapprovalofboththecompanyandthetourists andobtainsignatureofthetourleaderoranindependenttraveleraswell Demerits Inanycase thet