中英文导游训教程第五章送团服务实训课件

1、中英文导游训教程第五章送团服务实训中英文导游训教程第五章送团服务实训实训要求：通过本章的实训，要求学生善始善终，把握好导游在本阶段工作的各个环节的质量要求，保持工作的责任心和服务热情，扎扎实实的做好最后一站至欢送词等送站服务工作；熟悉出入境各种手续、票务办理的基本流程和技巧。熟练掌握常用的中英文句型和基本词汇。实训要求：通过本章的实训，要求学生善始善终，把握好导游在本阶模块一 送团流程实训模块二 后续工作处理实训模块三 特殊事件处理技巧Click to add title in here 123Contents模块一 送团流程实训模块二 后续工作处理实训模块三 特项目一 送团前流程实训项目一

2、送团前流程实训实训目标：掌握送客服务的工作内容，送客服务的工作流程 Objectives: To master the contents of departure service and its process实训情景：广东国旅的地陪张莉正准备送一个英国旅游团离开广州。Circumstances: A local guide from CITS (Guangdong Branch), Zhang Li, is going to see off a British group.实训目标：掌握送客服务的工作内容，送客服务的工作流程 实训准备：导游旗、旅游交通票据Preparations: flag

3、, transport tickets实训形式：讨论Form: discussion实训准备：导游旗、旅游交通票据实训步骤：Procedures:1. 核实交通票据Check the transport tickets（旅游团队离开的前一天）核实旅游团队离开的飞机票、船票、火车票；核对团名和代号，人数、全陪姓名、去向、航班号、起飞或者是开车、船的时间；核实计划表时间、时刻表的时间、票面的时间；问询的时间、在哪个机场登机或车站上车，出发前询问航班是否正常。如果交通有变动，立刻通知下一站接待方，妥善处理各项的衔接工作。若是出境团队，应在72小时前和领队确认机票。实训步骤：Procedures:1.

4、 核实交通票据CheckBefore the departure of tour group, the local guide should check the plane tickets, boat tickets, or train tickets for the tour group. And he or she should check the name and code of tour group, number of the group, the name of national guide, where the group is going, the flight/train n

5、umber, the departure time. And then check the time in the tour plan, the schedule of transport, time on the ticket. Inquire when and where to leave, and check if the flight is normal. If there is any change, inform the travel service in the next destination so that the group will travel smoothly. If

6、 the group is leaving China, confirm the plane tickets 72 hours in advance.Before the departure of tour g2. 商定出行李时间。Discuss the time of transferring luggage for the group2.1 和旅行社联系，核实旅行社和酒店之间行李交接状况，再和饭店行李部商定地陪、全陪、领队与饭店四方交接行李的时间；2. 商定出行李时间。Contact the travel service, confirm the transfer of luggage b

7、etween the travel service and the hotel. Then discuss the time of transferring luggage among the local guide, the national guide, the tour leader and the hotelContact the travel service, co2.2 先与领队商定出行的时间，商定以后通知旅游者并向他们讲清楚行李托运的具体时间和注意事项；Discuss the travel time with the tour leader, and then inform th

8、e tourists and tell them about the time of checking in luggage and things to pay attention to.2.2 先与领队商定出行的时间，商定以后通知旅游者并向他们2.3商定集中和出发时间：根据离开的交通的时间，商定出发时间，经得领队、全陪同意后告知旅游者；Discuss the departure time with the national guide and the tour leader and inform the tourists.2.3商定集中和出发时间：根据离开的交通的时间，商定出发时2.4全陪、

9、领队商量叫早和用早餐的时间；Discuss the time for morning call and breakfast with the tour leader and national guide.2.5结清账目：和酒店、餐厅、全陪结清费用，并保留单据；The local guide should settle all the expenses with the hotel, restaurant, and the national guide. Keep all the invoices.2.4全陪、领队商量叫早和用早餐的时间；2.6归还领队、全陪、游客的证件；Return all t

10、he documents to the tour leader, national guide and tourists.2.7填写游客意见表。Fill in the tourists feedback form.2.6归还领队、全陪、游客的证件；实训考核：实训考核：Mind-map 5-1 Mind-map 5-1 项目二 离店服务实训项目二 离店服务实训实训目标：掌握离店的工作流程，结清各种费用Objectives: To master the procedures of checking out, and settle all the expenses实训情景：在酒店的大厅里，张莉正准备

11、为团队办理离店手续。Circumstances: Zhang Li is checking out for the group in the lobby.实训准备：模拟酒店大堂实训目标：掌握离店的工作流程，结清各种费用Preparations: mock hotel lobby实训形式：模拟对话Form: dialoguePreparations: mock hotel lobby实训步骤：Procedures:1. 行李交接：离饭店前，旅游者将行李集中后，地陪要和领队、全陪共同确认以后、检查行李、然后交付给行李员、填写行李托运卡。Before leaving the hotel, colle

12、ct the luggage from the tourists, which should be counted and confirmed by the local guide, national guide and the tour leader, and then transfer to the bell man and fill in the baggage card.实训步骤：Procedures:1. 行李交接：离饭店前，旅2. 退房：提醒游客在退房前先支付酒店的个人消费，包括酒水、饮料、一次性物品、电话费等。和酒店结清账目。Check out: Before checking

13、out, remind tourists to settle accounts for incidental expenses with the hotel, including drinks, beverages, disposable items, telephone charges etc. And then clear with the hotel cashier.2. 退房：提醒游客在退房前先支付酒店的个人消费，包括酒水、3. 集合登车：和全陪领队商量集合时间，提醒游客是否有物品遗漏，检查随身物品是否齐全。Gather the tour members in the lobby an

14、d board the coach; discuss the time for meeting with national guide and tour leader; remind tourists of taking all their belongings.3. 集合登车：和全陪领队商量集合时间，提醒游客是否有物品遗Dialogue Dialogue 实训练习：情景对话Make a dialogue according to the following situation.1. 你在为一澳洲旅行团办理离店手续，前台服务员告诉你说308号房间的杯子不见了，你去问住该房的客人是什么一回事。结

15、果是客人昨晚把杯子打碎了，客人愿意赔偿。实训练习：情景对话Make a dialogue accUseful sentences:Good morning. May I help you?Id like to check out/settle my bill now.May I know your name and room number, please?How would you like to make the payment?Useful sentences:Good morning.实训考核实训考核Mind Map 5-2Mind Map 5-2项目三 欢送词实训项目三 欢送词实训实训

16、目标：掌握欢送词的编写和表达Objectives: To master how to write a farewell speech实训情景：在晚饭后，刘先生正给游客致欢送词。Circumstances: Mr. Liu is making a farewell speech after dinner.实训准备：模拟餐厅Preparations: mock restaurant实训形式：对话Form: dialogue实训目标：掌握欢送词的编写和表达实训步骤：Procedures:1. 回顾旅游活动，感谢大家的合作。Review the trip of the group and give y

17、our thanks to the tourists for their cooperation.2. 表达友谊和惜别之情。Express your friendliness to the tourists and your reluctance and regret to separate with them.实训步骤：Procedures:1. 回顾旅游活动，感谢大家3. 诚恳征求游客对接待工作的意见和建议。Invite suggestions and opinions from the tourists.4. 若旅游活动中有不顺利或旅游服务有不尽如人意之处，导游员可借此机会再次向游客赔礼

18、道歉。3. 诚恳征求游客对接待工作的意见和建议。Offer apologies to the tourists if things on the tour were not going smoothly or if the tourists are not satisfied with the service they have received.5. 表达美好的祝愿。Express your good wishes to the tourists.Offer apologies to the touristDialogue Dialogue 实训练习：1. 给一个即将结束20天中国之旅的加拿

19、大旅游团致欢送词。Task 1: Make a farewell speech to a Canadian tour group that has just finished their 20-days trip in China.实训练习：1. 给一个即将结束20天中国之旅的加拿大旅游团致Useful sentences:Your current visit to is drawing to a close.Allow me to take this opportunity to say something by way of a farewell.You came strangers, b

20、ut leave friends.Im sorry that youre leaving.I thank you for your patience and friendliness.Useful sentences:Your current 实训考核：实训考核：Mind Map 5-3Mind Map 5-3项目四 机场离境手续办理实训项目四 机场离境手续办理实训实训目标：使学生熟悉掌握团队登机手续的办理以及行李的托运Objectives: To be familiar with the procedures of group check-in and checking the luggag

21、e实训情景：在机场，导游正帮游客办理离境的相关手续。Circumstances: The guide is helping the tourists with their departure formalities at the airport.实训目标：使学生熟悉掌握团队登机手续的办理以及行李的托运实训准备：游客名单、身份证/护照、登记牌、火车票/飞机票、出境卡、出境旅客行李物品申报单、出/入境健康检疫申明卡等Preparations: name list of the tour group, ID card/passport, boarding pass, train tickets/ p

22、lane tickets, departure card, baggage declaration form for outgoing passengers, health and quarantine declaration form on entry/exit, etc.实训形式：对话Form: dialogue实训准备：游客名单、身份证/护照、登记牌、火车票/飞机票、出实训步骤：Procedures:1. 提前到达飞机场（火车站、汽车站）：乘坐国际航班飞机应该提前两个小时的到达机场，国内航班提前90分钟到达飞机场，火车提前一个小时到达。Arrive at the airport (rai

23、lway station/bus terminal) in advance. If the flight is an international flight, the group must get to the airport 2 hours before departure time; for domestic flight, 90 minutes before departure time; for train, one hour before departure time.实训步骤：Procedures:1. 提前到达飞机场（火车站2. 办理离站手续：Departure formali

24、ties:2.1 国内航班（车、船）的离境手续：交接交通票据和行李票；For domestic flight (train or ship), the guide should transfer the transport tickets and luggage voucher.2. 办理离站手续：2.2 国际航班（车、船）的出境手续：交接行李，地陪要向领队或者游客介绍办理出境手续的程序，旅游团队进入隔离区后，全陪、地接才可离开；For international flight (train or ship), transfer the baggage, the local guide sho

25、uld inform the tour leader or the tourists of the departure procedures. The national guide and the local guide should not leave until the tourist group enters into the restricted area.2.2 国际航班（车、船）的出境手续：交接行李，地陪要向领2.3 与司机结账：和司机结清各项的费用以后，要求司机签字确认后，保留好单据。Settle the bills with the driver, ask the driver

26、 to sign and keep the receipts.中英文导游训教程第五章送团服务实训Dialogue Dialogue 二十四节气的来历：二十四节气起源于中国的黄河流域。远在春秋时代，就定出仲春、仲夏、仲秋和仲冬等四个节气。以后不断地改进与完善，到秦汉年间，二十四节气已完全确立。二十四节气的来历：机场出发流程机场出发流程国际机票订单国际机票订单国际机票国际机票国内机票国内机票国内登机牌国内登机牌国际登机牌国际登机牌托运行李标签托运行李标签入境旅客行李申报单英文版入境旅客行李申报单英文版出境旅客行李申报单英文版出境旅客行李申报单出入境健康检疫申明卡出入境健康检疫申明卡外国人入境卡外国

27、人入境卡外国人出境卡外国人出境卡Mind Map 5-4 Mind Map 5-4 模块二 后续工作处理实训模块二 后续工作处理实训送完团队，并不等于所有工作的结束，导游还应继续处理好团队遗留的各种问题。例如到旅行社报账，工作总结等。带团的过程中，要及时写导游日志，带团结束，同样写好带团总结，有利于我们导游在日后的工作中吸取经验，提高自身的素质和工作能力。送完团队，并不等于所有工作的结束，导游还应继续处理好团队遗留实训目标：掌握报账的基本表单填写Objectives: To master how to fill out the form of reimbursement实训情景：团队送完团以后

28、，导游到旅行社报账实训。Circumstances: After seeing off the tour group, the local guide submits the bill to the travel agency.实训目标：掌握报账的基本表单填写实训准备：各种报账单，模拟旅行社办公室Preparations: all kinds of form of reimbursement, mock office of a travel service实训形式：讨论Form: discussion实训准备：各种报账单，模拟旅行社办公室实训步骤：Procedures:1. 处理遗留问题，包括

29、旅游者的委托，应按照有关的规定来执行；处理旅游团在当地旅游后的遗留问题。Deal with any unfinished matters according to relevant regulations, including entrustment of the tourist; handle the matters left by the tour group.实训步骤：2. 报账，包括填写有关的财务表单，整理票据，到财政部门结账。Reimburse expenses in the travel service, including sorting out the receipts, fi

30、ll out the forms and settle with the finance department.2. 报账，包括填写有关的财务表单，整理票据，到财政部门结账3. 带团日志总结，包括经验、陪同的总结。Write a summary of the trip, including experiences and summary of the national guide.3. 带团日志总结，包括经验、陪同的总结。附件：结算常用表单附件：结算常用表单实训练习：案例思考1. 送团结束后，客人乘坐飞机返程，地陪小云收到酒店的电话，她带领的团队有人遗留了一个笔记本电脑，小云该怎么做？2. 送

31、团后，有游客打电话给地陪小云，希望她可以帮助他买一些中药材，然后帮他邮寄过去，小云该怎么做？实训练习：案例思考1. 送团结束后，客人乘坐飞机返程Mind Map 5-5 Mind Map 5-5 模块三 特殊事件处理技巧 模块三 特殊事件处理技巧 项目一 误机事件项目一 误机事件误机分客观原因和主观原因，客观原因一般指天气、地震、台风、瘟疫、暴乱等不可抗拒因素引起的，旅行社不负主要责任；主观原因一般指由人的疏忽等原因造成的本来可以避免的过失，一般由当事人及其旅行社承担。误机分客观原因和主观原因，客观原因一般指天气、地震、台风、瘟实训目标：掌握误机事件处理的步骤和方法Objectives: To

32、 master how to handle the matter of missing a flight实训情景：旅游团在去机场的路上，前方高速路上发生交通意外导致交通堵塞，误了飞机，地陪张莉正和怀特先生商量补救措施。实训目标：掌握误机事件处理的步骤和方法Circumstances: on the way to the airport, there are serious traffic jams because of car accident. The group misses the flight. The local guide, Zhang Li, is discussing with

33、 Mr. white what to do next.实训准备：模拟酒店房间、书面旅游合同和变更计划Preparations: mock hotel room, contract and the changed itineraryCircumstances: on the way to t实训形式：模拟对话Form: dialogues实训步骤：Procedures: 1. 旅行社的工作。What should the travel service do is:实训形式：模拟对话1.1 立即通知下一站地接社有关旅游团耽误飞机的信息；Inform the travel service in th

34、e next destination that the group has missed the flight.1.1 立即通知下一站地接社有关旅游团耽误飞机的信息；1.2 解决旅游团滞留广州的具体问题，例如住房、餐饮、市内交通车辆和离穗机票等。 Solve the problems of staying in Guangzhou for the group, e.g. hotel accommodations, meals, inner city transport and the plane tickets for next destination, etc.1.2 解决旅游团滞留广州的具

35、体问题，例如住房、餐饮、市内2. 地陪提出应变计划：旅游团滞留广州，地陪应与计调人员联系，商量旅游团继续游览的计划，计划一确定就带领旅游者游览，提供热情周到的导游服务。2. 地陪提出应变计划：旅游团滞留广州，地陪应与计调人员联系Dialogue Dialogue 实训考核实训考核Mind Map 5-6 Mind Map 5-6 项目二 应对投诉项目二 应对投诉导游在带团的过程中，尽本分将工作做到最好，但是，带团本来就是一项需要多个部门协助的工作，受到投诉的情况也时有发生，有主观原因造成的也有客观原因，主观上我们尽量避免。导游在带团的过程中，尽本分将工作做到最好，但是，带团本来就是实训目标：掌握应对投诉的处理 Objectives: To master