英语导游规范服务知识.doc

英语导游规范服务知识1whatarethemainpointsthatthelocalguidemusttrytomakecertainwhenreadingthetourplanofthegroupinorderthathewouldnotmissmeetingthegroupwhenitarrivesorwouldnotwaithopefullyforthegrouptoturnupwhenactuallyitisnotcomingonthescheduledflightortrain?（1）Thenameandtelephonenumberofthetouroperatorofthedomestictourorganizertravelservice.（2）Thenumberofpeopleinthegroupandthename,sexandoccupationofthetourists.（3）Thearrivaltimeandplaceoftheplaneortrainthatthegroupisgoingtotake.（4）Foraninboundtouristgroup,hemustalsoknowthenameoftheoverseastourorganizertravelservice，theforeignlanguagenameorcodeofthegroup,thenameofthetourescort,thelanguage,nationalityandreligiousbeliefofthetouristsandtheentryandexitcitiesofthegroup.2Whatarethemainpointsthatthelocalguideofaninboundtouristgroupmustgettoknowaboutthetransportticketsforthegroup?(1)Havethegroupstransportticketforthenextdestinationbeenbookedaccordingtoscheduleorhavetheybeenchanged?Andhasthechangedbookingbeenconfirmed?(2)Arethereanyreturnticketsforthegroup?(3)Dothetouristsholdinternationalair-ticketsfordomesticflight?(4)Arethegroupstickets,i.e.transportticketsforleavingthecountry,confirmedOkordotheystillremainopen?3Inwhatwaysmustthelocalguidemakepreparationsforconductingagroupinrespecttolanguageandknowledge?(1)Beforethegrouparrives,thelocalguidemustfamiliarizehimselfwiththeexplanatorymaterialsontheplacesthatthegroupisgoingtovisit.ForanEnglishwayofexpressinghimself.(2)Foratouristgroupthatiscomposedofpeopleinaspecialtrade,thelocalguidemusttrytoacquainthimselfwiththeknowledgeandtechniciantermsofftheirspecialty.(3)Inaddition，thelocalguidemustbewellpreparedforquestionsabouthottalksofthetown，importantnewsathomeandabroadandanyothersubjectsthatthetouristsmaybeinterestedin.(4)Ifthelocalguidehimselfisnewtotheplacestotheplacestobevisitedbythegroup，hemusttryhisbesttofamiliarizehimselfwiththembeforehand.4Howcanthelocalguidemakesurethatthegrouphemetintheairportortrainstationistheveryoneheistomeet?(1)Thelocalguidemustaskthetouristswhatcountrytheycomefromandinquireofthemaboutthenamesoftheirtourescortandtheirnationalguide，thenameofthetravelserviceintheirowncountryandthenameofthetourorganizertravelserviceinChina.(2)Ifthegrouphasneitherescortnornationalguide，hemustinquireofthetouriststheirnationality，thenameorcodeofthegroup，andthenumberofpeopleandthemainitineraryofthegroup.5、Trytomakeawelcomespeechtoatouristgroupinthenameofalocalguide.Thefollowingpointsshouldbeincluded:(1)Accordingthetouristsawelcomefortheirvisittoyourcityonbehalfofyourtravelservice，thedriverandyourself(2)Introducingyourselfandthetravelserviceyouworkfor; (3)Introducingthedriver;(4)Expressingyourwillingnessanddesiretorendergoodservicestothetourists;(5)Wishingthetouristsapleasantstayinyourcity.6、Whatthingsshouldbementionedwhenthelocalguideistellingthetouristthegeneralconditionsofhiscity?（1）Thecitysclimate，population，administrativedivision，sociallife，culturaltradition，specialproductsanditshistory.（2）Inthemeantime，heshouldtakeoccasiontotellthetouristssomethingaboutthecitysdevelopmentsineconomyandmunicipalconstructionaswellasthestreetsandimportantbuildingsalongtheway.7、Howcanthelocalguidekeepintouchwiththetouristsafterthegrouphascheckedinatthehotel?Thelocalguidemustwritedowntheroomnumberofthegroup，especiallythoseofthetourescortandthenationalguide.Healsotellthetourescortandthenationalguidehisownroomnumberandtelephonenumbersothattheymayreacheachotherintimeofneed.8、whatshouldthelocalguidedoifthetourescortorthenationalguideproposedtomakeaminor(1)Thelocalguideshouldreportthemattertothetravelserviceleadershipandtryhisbesttoarrangeitiftheirproposalisreasonableandfeasible.(2)Ifanextrachargemustbemadefortheaddeditem，hemustletthemknowinadvanceandmustcollectthemoneyatthesetprice.(3)Ifisdifficultorimpossibletomeettheirdemand,hemustgivethemaclearexplanationandpatientlypersuadethemtofollowtheoriginalprogram.9、inwhatwayshouldthelocalguidecollecttheconsignedluggageofthegroupthathasjustarrived?(1)whenthegrouphasarrived，thelocalguideshouldhelpthetouristsgettheirluggagetogetheratadesignatedplaceandremindthemtocheckandmakesurethattheirbagsareallingoodcondition.(2)togetherwiththetourescortandthenationalguide，heshouldcounttogettherightnumberofpiecesandthenhandthemovertotheluggagemanofthelocaltravelservicethroughnecessaryprocedures.(3)ifsomethingismissingordamaged，heshouldhelptheownertoapproachdepartmentsconcernedtoreportandregisterthelossorclaimcompensationforthedamaged.10、whatshouldthelocalguideremindthetouriststodowhentheyaregoingtoleavethebusforsightseeing?Onthisoccasionthelocalguideshouldadvisethetouriststorememberthemodel，color，numberandspecialsignoftourbus.Heshouldalsotellthemwherethebuswillbeparkingandwhattimetheywillbeleavingforthenextdestination.11、Whatarethemainpointsthatneedthelocalguides attentioninregardtothetravelcertificatesofthetourescortandothertourists? (1)Undernormalconditions，thelocalguideshouldnotkeepthetravelcertificatesofthetourists.Ifheneedstousethem，hemustreturnthemtotouristsassoonashehasfinishedusingthem.(2)Onthedaybeforethegroupleaves，thelocalshouldcheckhisownbelongingstoseeifhehaskeptanyofthegroupspassportsorotherpapersand，ifany，shouldhandthembackpersonallytotheirownerswithoutdelay.(3)Somehotelsrequestthatthetourescortshouldleavethispassportatthereceptiondepartmentwhenthegroupchecksinatthehotel.Inthiscase，thelocalguidemustremindthetourescorttotakeitbackwhenthegroupchecksouttoleavethehotel.(4)Whenaforeigngroupisgoingtoleavethecountry，thelocalguideshouldremindthetouriststocheckandmakesurethattheyhavepassportsandCustomsdeclarationformsreadilyavailableforexaminationsbytheCustomsandimmigrationofficers.12、Howcanthetourguideensurethatthetouristswillnotgetlost?(1)Thelocalguidemustrequestthatthetouristsshouldbearinmindthenamesofthelocaltravelserviceandthehotelandthenumberthetourbus，thattheymustnotwandertoofarawayfromthegroupwhileitsmovingon，andthattheymustnotcomebacktothehoteltoolateiftheyleavethegrouptostaybehindorwhentheygooutofthehotelbythemselves.(2)Duringthesightseeingtour,thelocalguideshouldoftenannouncetheitineraryofthedaysoastokeepthetouristsinformedofsuchthingsastherouteofthetour,thetimeandplaceformeals,thetimeandplacetoassembleandtheparkingplaceofthetourbus.(3)Thetourguideshouldstaytogetherwiththetouristsallthetimeandfrequentlycountthenumberofpeopleinthegroup.(4)Thelocalguide,thenationalguideandthetourescortmustcloselycooperateintheirwork.Whilethelocalguideleadsthewayforthegroup,thenationalguideandthetourescortshouldbringuptherear.(5)Thelocalguidesexplanatoryspeechesmustbeinterestingenoughtoattractthetouristsattentionsothattheywouldnotwanderawayfromthegroup.13、Whatshouldthelocalguidetellthetouristswhenthegroupisgoingtocheckinatthehotel?Whenthegroupisgoingtocheckinatthehotel，thehotelguideshouldtellthetouristswheretheycanchangetheirmoney，howtofindtheplaceforentertainmentandthelocationsofthestores，publictoiletsandtheChineseandWestern-foodrestaurantsandsoon.Inaddition，heshouldalsomakethetouristsacquaintedwithmattersdeservingtheirattentionwhilestayinginthehotel.14、Whatshouldthelocalguidedobefore,duringandaftermealsinorderthatmealsforthegroupcouldbeproperlyarranged?(1)Beforemeals，thelocalguideshouldcheckusthingsasplace，time,numberofdinnerandpercapitapriceforthemealsandparticularrequestsofthetourists，andtrytomakesurethatallthesehavebeenproperlyarranged.(2)Whenthetouristsarehavingtheirmeals，thelocalguideshouldgo，onceortwice，aroundthedining-roomtoanswerquestionsofthetouristsandtosupervisetheserviceoftherestaurant.(3)Aftermeals，thelocalguidemustsettlethebillsstrictlyinaccordancewiththefixedpercapitachargeandtheactualnumberofdiners.15、Whatistherightwayforthelocalguidetodealwiththerecreationalactivitythatisincludedorexcludedinthegroupsscheduledprogram?(1)Iftheactivityisincludedinthegroupsitinerary，thelocalguideisduty-boundtoaccompanythetouriststoattenditandmakethemacquaintedwithperformance.(2)Ifitisnotincludedinthegroupsitinerary，forinstance，ifthetouristsasktowatchatheatricalperformanceattheirownexpense，thelocalguidecanhelpthemwithsuchthingsasbuyingadmissionticketsorhiringataxibutusuallyhehasnooccasiontokeepthemcompany.(3)Whenthegroupisstayinginalargeplaceofrecreation，thelocalguideshouldadvisethetouristsagainstseparatingthemselvesfromthegroup.Hemustalsokeepaneyeonthemovementofthetouristsandtheconditionofthesurroundingssoastobepreparedforanycontingency.16、Whatshouldthelocalguidedowhenthegroupisgoingtoleavethehotel?(1)Whenthegroupisabouttoleavethehotel，thelocalguidemustcollectalltheheavybagsofthetouristsforconsignmentiftheyhaveany.(2)Undernormalconditions，heshouldgothoughthecheck-outformalitiesbefore12;00noon.(3)Beforethegroupleaves，heshouldremindthetouriststopaythehotelbillsandreturnthekeystothereceptiondeskincasetheyshouldforget.Whenthetouristsareallseatedinthebus，heshouldcarefullycountthenumberofpeopleandremindthetouriststocheckandmakesurethattheyhavenothingleftbehindinthehotel.17.Whatshouldthelocalguidedowhenthesightseeingtourofthedayiscomingtoanendandthetouristsareallseatedinthebusonthewaybacktothehotel?Onthisoccasion,thelocalguideshouldreviewthesightseeingtouroftheday,tellthetouristsmoreindetailaboutwhattheyhaveseenandanswertheirquestions,iftheyhaveany.Ifthetourbusisnotgoingthesamewaybacktothehotelasitcameout,thelocalguideshouldtakeacquaintthetouristswiththesightspassedby.Beforethetouristsgetoffthebus,thelocalguideshouldannouncetheprogramfortheeveningandforthenextday,andtellthemthetimetoleaveandplacetomeet.Onarrivingatthehotel,thelocalguideshouldremindthetouriststotakealltheirbelongingswiththemwhentheyleavethebus.Whenthebusisparked,thelocalguideshouldbethefirsttogetoffthebusandstandatthedoortosaygood-byetothetouristswhilewatchingthemgettingoffthebus.18.Whatarethethree“outposts”thatatouristgrouphastopassthroughbeforeitentersaforeigncountry?Thethree“outpostsrefertothecheck-postsofthethreeauthorityorgansofthedestinationcountry,thatis,theCustoms,immigrationandquarantinecheck-postsstationedatthecityofentrytothedestinationcountry.(Thismeansthat,beforethegroupisallowstoenterthecountry,itmustgothroughallthecheckingandexaminationformalitiesoftheCustoms,immigrationandquarantineauthoritiesofthedestinationcountry.)19.Howlongbeforedeparturetimemusttouristgroupsarriveattheairport,train-stationorpiersoastoensurethattheywillnotlosetheflight,trainorship?Inorderthatthetouristgroupwillnotrisklosingtheflight,trainorship,thetourguidemustmanagetoensurethathisgroupwillarriveattheairport,trainstationorpieratanearliestpossibletime.Specificrequirementsare:(1)Iftheflightisaninternationalflightorisdestinedforacoastalcity,thegroupmustgettotheairport2hoursbeforedeparturetime;(2)Fordomesticflight,90minutesbeforedeparturetime.(3)Fortrainandship,onehourbeforedeparturetime.20.Onwhatprinciplemustthenationalguideinsistwhendiscussingthesightseeingprogramwiththelocalguide?Thenationalguidesdutyistoensurethatthetouritineraryworkedoutbythetourorganizerwillbefullyimplementedbythetourexecutortravelservice.SoIfthelocalguidesuggestachangeintheitinerary,thenationalguidemustinsistthattitstoplacesoftouristheorderoftourcanbechangedbutnoneoftheitemsintheprogramcanbeomitted.Whenoccasionrequires,heshouldreportthemattertothetourorganizertravelservice.Incasethelocalguideproposestoadditemwithextracharge,thenationalguidemustgetthecommonconsentofthegroupbeforeheagreestotheproposal.21.Whatisthenationalguiderequiredtodowheneverthegrouparrivesatadestinationcity?Everytimethegrouparrivesatadestinationcity,thenationalguideisduty-bound:(1)Toacquaintthelocalguidewiththingsinthegroupsoashelphimwithhiswork(2)Tosupervisetheofthelocaltravelcompanyand,ifhethinksnecessary,putforwardsomesuggestions;(3)Totakecareofthetouriststoguardagainstanypossibleaccidentsandtosolveproblemsarisingfromaccidents,ifany(4)Togiveadvicetothetouristwhentheyareshopping(5)And,tomakecontactswithpeopleconcerned,especiallywiththetravelserviceinthenestdestinationcity,sothatthegroupmaytravelsmoothly22.Whatroledoesthenationalguideplayinthegroupandwhatarehisresponsibilities?Thenationalguideistherepresentativeofthetourorganizertravelservice.Hemustjointhegroupthroughoutjourneyandtakepartinallitsactivities,Hisdutyismakethewholetripofgroupwellconnectedbetweendestinationcitiesalongtherouteofthejourney,tosupervisetheserviceofthelocaltravelcompaniestoensurethatthesetitineraryforthegroupwillbecarriedintoeffect,andtocoordinateandharmonizetherelationsbetweenthetourescort,thelocalguideandthedriver.Inwhatwaysmustthenationalguidesupervisetheshoppingarrangementsforgroupandhowshouldhehelpthetouristtodoshopping?Ifthelocalguidehasarrangedtoomanytimesforthegrouptodoshoppingandifshoppinghastakenuptoomuchofthetimeforsightseeing,thenationalguidemustadvisethelocalguideagainstthehowlongtheywillstayandatwhattimeandwhatplacetheyshallmeettoleaveforthenextdestination.(2)Inthemeantime,heshouldmakeclearothermattersdeservingtheirattentionwhilevisitingtheplace.35、Whatshouldthelocalguidetellthetouristswhentheyarehavinganelaboratedinneroftypicallocaldishes?Onthisoccasion,thelocalguideshouldtrytomakethetouristsacquaintedwiththefamouslocaldishes,theiringredients,waysofpreparationandserving,andthestoriesrelatingtothem,ifany.36、Whatistherightmannerforthenationalguidetodealwiththeconflictsbetweenthetourescortandthegroupmember?(1)Thenationalguidemustnotinquiredeeplyintothedetailsoftheirconflict.(2)Hemustnotgetinvolvedintheirdisputesbystatinghisviewtofavoronesideagainsttheother.(3)Onthecontrary,hemustactasapeace-makertomediatebetweenthem,ifpossible.37、whatshouldthenationalguidetodoensurethatthetouristswillbesafefromaccidentwhiletheyaresightseeing?(1)Whenthegroupisdoingsightseeing,thenationalguideshouldhelpthelocalguidewithhiswork.Heshouldkeepaclosewatchonthesurroundingsandthemovementsofthetouristssoastoguardagainstaccidentsandseetoitthatthetouristswillnotwanderawayfromthegroup.(2)Heshouldoftenadvisethetouriststostaysafefromdangerandremindthemtotakecareoftheirpersonalbelongings.Ifunfortunatelyanaccidentshouldhappen,hemustrelyonthelocaltravelservicetohandleitproperly.38、Whatshouldthenationguidedowhenthegroupistravelinglongdistance(byplane,trainorship)?(1)Whenthegroupistravelinglongdistancebyplane,trainorship,thenationalguidemusttrytoseekhelpfromthecrewtoensurethatthetouristswillbetakengoodcareofandwillstaysafefromdanger.(2)Heshouldalsoremindthetouriststowatchthesafetyoftheirownpersonsandtheirpersonalbelongings.(3)Hemusthavetheirmealsandrecreationalactivitiesproperlyarrangedandmakesurethattheycanhaveagoodrestonboard.(4)Whentravelingontrain,heshouldhelpthetourleaderwiththeworkofassigningsleepingberthstothegroupmembers.39whatshouldthenationalguide