领队业务英文

LearningObjectives1.Gettoknowthefourperspectivesintourismdefinition.2.Learntheimportanceoftourismattraction.3.Understandthebenefitsoftourism.4.Gettoknowsomenegativeaspectsoftourism.

一、Tourism

WordbankLong-termplanning长久规划Leisureindustry休闲业Nationalplanfortourism全国旅游规划Regionalplanning地域规划Masterplan总体设计Amountoftravel旅游总量Planninghorizon规划远景advantagepoint优越旳位置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海关检验员immunization免疫quarantineformalities检疫手续handtruck手推车expirydate失效日期Wordbank

WordbankCareer–oriented:职业导向旳Asset:资产Self-discipline:自律Stamina:身体情况Havekeenvision:敏锐旳旳观察力Havewell-endowednerves：思维敏捷Accommodation:吃住Familiarity：熟悉Aptitude：天资

TourismOneoftheworld’slargestindustriesBemadeupofmanysegments:transportation,accommodation,foodservice,shopping,travelarrangementactivitiesfortourist—history,culture,sports,recreation,entertainment,KnowledgeablebusinessmanagersTourismskills---criticallyneededFamiliaritywithtourism,recreation,businessandleisureoffersmanyopportunitiesavailableinamultitudeoffieldMainContentTourismtypesFormsoftransportationFourdifferentperspectivesoftourismQuestionsforDiscussionTourismtypesSightseeingVisitingfriendsEngaginginvarioussportsEnjoytheenvironmentBusinessactivitiesStudytourScientificresearchFormsoftransportationHikingFlyinginajetTakeachairliftCruiseshipBycar,motorcoach,camper,train,taxi,motorbike,bicycleConsidervariousgroupsparticipatingandaffectedbytourismFourdifferentperspectivesoftourismThetouristseeksvariouspsychicandphysicalexperiencesandsatisfactions.tourismmaybedefinedasthesumofthephenomenaandrelationshipsarisingfromtheinteractionoftourists,businesssuppliers,hostgovernmentsandhostcommunitiesintheprocessofattractingandhostingthesetouristsandothervisitors.FourdifferentperspectivesoftourismTourismisacompositeofactivities,services,andindustriesthatdeliversatravelexperience:transportation,accommodations,eatinganddrinkingestablishments,shops,entertainment,activityfacilities,andotherhospitalityservicesavailableforindividualsorgroupsthattravelingawayfromhome,itencompassesallprovidersofvisitorandvisitor-relatedservices.FourdifferentperspectivesoftourismTourismcomprisestheactivitiesofpersonstravelingandstayinginplacesoutsidetheirusualenvironmentfornotmorethanoneconsecutiveyearforleisure,businessandotherpurposes.FourdifferentperspectivesoftourismTourismflourishedinaclimateofpeaceandprosperity.Aspeopletravelfromplacetoplacewithasinceredesiretolearnmoreabouttheirglobalneighbors,knowledgeandunderstandinggrow.Theimprovementinworldcommunicationplaysanimportantroleinbuildingbridgesofmutualappreciation,respect,andfriendship.二、TourguideLearningObjectives:（1）.Gettoknowthewaytofindacareer-orientedjob（2）.Learnthebasicqualitiesforatourguide（3）.Understanddifferentskillsrequiredforspecificjobs（4）.Gettoknowsomeareasintourism（1）.Gettoknowthewaytofindacareer-orientedjob1.SeekaFirstCareer-OrientedJob2.Occupations3.Besuitedtoworkintourism4.Manyjobopportunitiesandcareerpathsintourism5.Questionsfordiscussion1.SeekaFirstCareer-OrientedJobIt’sadifficultdecision-makingtime.Achallengingtask—goalsandambitionProblemsMarketingaproduct–yourselfConvincetheemployer2.OccupationsOccupationswiththemostrapidgrowthareprojectedtoparticipantswiththemosteducation.Businessservice:animportantcontributorContinuetoproducenewserviceaddtotheoveralldemandemploymentgrowth3.BesuitedtoworkintourismWorkingwithpeopleBegenuinelyconcernedforacustomer’scomfortBewell-being、BepleasantandgraciousBeself-discipline、BepatientAnunfailingcheerfulpersonalityHavethephysicalstaminaWorklonghoursBeinvolvedinthepressureofacrushpeopleHavekeenvision、HaveexcellenthearingHavewell-endowednervesVisitseveraltypesortourist-relatedorganizationsWatchtheactivities\TalktothepeopleTrytogetaninternship4.ManyjobopportunitiesandcareerpathsintourismImpossibletolistanddescribeallthejobsExaminethefollowingareas:airlinesbuscompaniescruisecompaniesrailroadsrentalcarcompanieshotelsmotelsresortstravelagenciestourcompaniesfoodservicetourismeducationtourismresearchtraveljournalismrecreationandleisure,attractiontourismofficesandinformationcenterconventionalvisitorbureaumeetingplannergaming（2）skillsAirlinepilot:extensivetraining,education,experienceoneofthehighestpaidprofessionProfessionalchiefs:createtasty,nutritious,irresistiblebuffetfooditemsEmployeeintherentalcarbusiness:courteousandthoughtfulMechanics:anaturalaptitude,trainingandexperienceExecutiveposition:knowledge,interest,drive,enthusiasmQuestionsforDiscussion1)Identifyanddescribethefourperspectivescontainedinthedefinitionoftourism,intermsofyourhomecommunity.2)Howimportantaretouristattractions?3)Whatarethebenefitsoftourism?4)Whyistourismsopopular?5)Whataresomenegativeaspectsoftourism?三、TourGuide’sPrincipleDuties1.Gettoknowatourguide’sprincipleduties2.Understandatourguide’sspecifictasks3.Gettoknowtheimportanceofatourguide’sgoodserviceaTourGuidesomeonedesignatedbyatravelagencytoorganizeToconducttriptotakecareofeverydetailoflogisticsforatour.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,facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandeliminateprejudiceagainstChinaAGuide’sSpecificTasks（1）Responsibleforpre-tourpreparationinformationofguests---wheretheyarefrom,occupationsreligioninformationfortheircommentaryConducttechnicalresearchforspecializedtoursactivities,hotels,confirmationofreservationsadequatetransportation（2）Getnecessarysupplies---aflagandasignboardreadyforthetourequipmentrepairsandmaintenanceCleanandmaintainthetravelvehiclesmaintainproperuseoftourfacilitiesandsupplies.（3）WelcomewelcomethetourmembersonarrivalassistthemwiththeirluggageWelcomeyourguestswithcareandattentionaVIPdeserves.（4）Transferguestsalongvarioussites

airports,hotels,localattractions,souvenirshopsorequivalentlocations.（5）Arrangefoodandrefreshmentsstops.specialneedsfordiabetics,children,elderlypersons,visually-impairedorhearing–impairedpersonorphysicallychallengedperson.Copewithillness,injureanddeathoftourists.（6）Helpwithcurrencyexchangeorbargaining.（7）DealingwithcomplaintsBeagoodlistener.complaintsregardingrooms,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、TravelAgencyLearningObjectives:1.Gettoknowtheservicefromthetravelagency2.Learnthetypesoftravelagency.3.UnderstandthegrowingtrendintravelagencyWordbank

Personnel全体人员，职员Array大批，排列FIToperator国外旅游散客批发商Interdisciplinary跨学科旳inboundagent入境代理商Simultaneous同步旳ticketagent售票代理商Impair减弱commercialagency商务旅行Expenditure花费cooperateprice单位团队价格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Travelagencytourismchannelofdistributionanoperatingstructure,system,orlinkageofvariouscombinationsoforganizationsaproduceroftravelproductstothebuyer.SimilaritiesanddifferencesbetweenindustryandtourismSimilarities:Distributionchannel—wholesalers,distributors,middlemen,ultimateconsumersDifferences:Uniquedistribution---Intangibleservice,temporalArrangements:avarietyofchoiceAmiddleman。Anagencyofprincipalinlegalterms:transportationcompanies，Anexpert,knowledgeableAgrowingtrendProfitandproductivity:Affiliatedwithcooperatives,consortia,franchisors,jointmarketorganizationsProvideaidsTelephoneconsultationEducationprogramsFrequenttraveler’splanClientnewslettersPreferredsuppliersDiscountQuestionsfordiscussionWhatkindofservicecanatravelserviceprovidetoitscustomers?Howmanytypescantravelagencybeclassifiedinto?Listthenamesoftravelagencyinyourareaasmuchasyoucan.Whatinformationdoesatravelercangetfromthetravelagency?Whatistravelagent?

五、TourGuide’sPrincipleDuties1.Gettoknowtheimportanceoffirstimpression2.Understandtheguidelinesformeetingandgreeting3.Gettoknowtheimportanceofatourguide’sgoodserviceMainContent（1）.theFirstTouch（2）.Guidelinesformeetingandgreeting（3）.Beforeboarding（4）.importantGoalsofservice（5）.Requirementsforthetourguide（6）.Importanceofgreatgreeting（7）.Questionsfordiscussion（1）.theFirstTouchTerminals:attheairportorawharfthefirstface:

therepresentativeofhis/hertravelagencytheimageofatourdestination.shapetheirfirstimpressiongreetingthemostimportantstagewinningtheconfidenceandrespectofyourguests.Lookingcheerfulandsmart,talkinginarespectofyourguests.inacourtesymanner,beingprofessionalandreliable,gettingthingsdoneeffectively

（2）Guidelinesformeetingandgreetingbefullypreparedfortheservicecheckontheflight--accuratescheduledtimeandflightnumberreconfirmtwohoursbeforeheadingfortheairport.showupattheairportatleast30minutesearlierGuideEquipments:IDcard,aflagofyourcompany,placardwithatourist’sname,amegaphone/mini-amplifier,formsofcomment,businesscard,acap,anumbrellaoraraincoat,ContacttheDriver:

mobilephonenumber,agoodworkingrelationship.TalkabouttheitinerarywiththedriverInspectthevehicletomakesureitistidyandclean,thepublic-addresssysteminexcellentworkingcondition.Straighteningupseatsandgeteachseatatrashbag,ParkpositionDressedproperly

PreparedforFlightDelaysorNo-showsLocateGuests:logosandbadgesgreetyourclientswarmlyandcheerfullyupontheirarrivalreconfirmthename,countryorplacetheycomefromorthenameoforganizedtravelagency.inconsistencewiththenamelisthaveasocialconversationwitheachclient.anaffirmativenodandeyecontactGatheringguestsandLuggage:Turntheluggageovertothebellmen,andthenpolitelydirectyourclientstothecoachorlimousine（3）Beforeboardingofferspecialassistance:muchluggageordifficulties,disabilities.Assistwiththestowingoftheirluggageandseating.Whenallsitback,checkonthesuitcasesontherack.keepthemsafeandsound.Getanotherheadcountpolitelyandcarefully.announcedepartureandinstructyourbusdrivertogetmoving.（4）importantGoalsofserviceWelcomespeech:KnoweachotherHelptoprovidegoodserviceTreatedwithcourtesyandrespect（5）Requirementsforthetourguidepunctual,prompt,patient,smartlydressed,andprovidingassistancetoallcustomersinacourteous,consistent,professional,timelyandefficientmanner.（6）ImportanceofgreatgreetingImpressiveandreceptiveserviceasuccessfuldebutestablishapositiveandsustainablerelationshipwithhisguests.QuestionsforDiscussionHowcanthetourguideestablishapositiveandsustainablerelationshipwithhis/herguests?Whatguidelinesexistinthepreliminarystep?Whatequipmentdoesatourguideneedforthejob?Isthetourguideapublicimage?Shouldaguideshowconcernforaguests’flighttrip?六Traveler1.Gettoknowthetypesoftravelers2.Learnthetypesofactivitiesinthedestination3.Understandthethreesourcesoftraveler’smotivationWordbank

Initial最初旳insignia勋章，徽章Perception洞察力，感觉placard接机牌Bouquet花束assertive断定旳过分自信旳Preliminary预备旳conspicuous明显旳Hygiene卫生paramount极为主要旳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有陪同旳国外旅游transitpassenger过境旅客（1）typesoftravelersseethesights,visitfriendsandrelativesdolittleelsebutrelaxparticipateinleisureactivitiessuchasfishingorsports.tripsforthebusinesspeople,conventiondelegates,pilgrimsandothertravelers.（2）Travelmotivationsuittheirpersonalpsychologicalandmotivationalprofile.atthecoreofsuccessfulbusinesspracticethreemainsourcesofideasconcerningtravelmotivation.Historicalandliteraryaccountsoftravelandtravelersthedisciplineofpsychologyanditslonghistorythecurrentpracticesoftourismindustryresearchers（3）TypesofactivitiesindestinationCommuningwithnature: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）TypesofactivitiesindestinationEntertainment: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.CaseProblems1.Whatcantheguidedoifthetouristaskstochangeroomforhisroommate’ssnoring?2.Whatwillbedoneifthetourpartyarrivesatthemeetingplaceearlierthanthetourguide?3.Whatwillthelocalguidedoifthetourpartyistoarrivebehindschedule,probablyonedaylate?4.Whatcanbedoneifthedeparturefromalocalplacehastobepostponedfortheshortsupplyofsoftberths?

七、CommunicationandDiscussionabouttheItinerary1.Gettoknowtheimportanceofanitinerary2.Understandhowtotackleanalteredtravelplan3.Learnviolationoftheitineraryprohibited（1）anItineraryAnitineraryisadetailedscheduleorasuggestedrouteforthejourney.atourguideshouldstrictlyadheretoit.flexibleinordertodealwithunexpectedemergenciesanduncertainties.

everyeffortwillbemadetoadheretoitinerary.travelagenciesreservetherighttochangeroutesandaccommodationstheguidemustdoublechecktheitineraryandverifyitwithtourleader(independenttravelerafterthegreeting)uponhis/herarrival.touristshavetherighttoverifythetravelplanaswell

Oncethisinitialconsultationiscompletethepartiesinvolvedcandecideonsomefinalizeddetails.

（2）Takemeasuresto

tackleanalteredplanminorrectificationorincreaseadditionalitems.HandleUnreasonableRequestsRegardingAdditionalExpensesHandleItinerarywithDiscrepancy（3）minorrectificationorincreaseadditionalitems.requestsrelayedtothetravelagencyforfurtherinstructions.Theguests:additionalalterationexpenseAdviseonanycostimplicationpriortoanychangesmeettherationalandpossiblerequests.MakeclearextratravelexpenseExcesscostsandcircuitousroutesmustbeaddedtothepreviousbudget.

（4）HandleUnreasonableRequestsRegardingAdditionalExpensesDeclinepolitely,acceptablereasonsExplainthatthetravelserviceisnotauthorizedtomakethechange.

（5）HandleItinerarywithDiscrepancyInvestigate:assumetheresponsibility.travelagencyyouworkfor---

offeranapologyfortheerrors,narration,forgiveness,tryyourbesttoaccommodatetheguests.Bekeentolearnfromerrorsputthingsrightasquicklyaspossible.

（6）Takemeasuresto

tacklealteredplanOtherChanges

Result:Routineforalteredplan:

OtherChanges

Theshortenedtour.Resetthetimetable.Takegooduseofthelimitedtimetopresentthehighlightsofthedestinationpointsdepartureaheadoftheschedule,informthestaffworkingforthenextdestination.Makearrangementforcheckingoutcancelingmeals,vehicles,etc.

OtherChanges

Somesegmentsdeletedsuggestionstooptionalpreferencesselectsubstituteofthesamevalueandexcellence.notificationofsuchalterationsmustbegiventoeveryguest.Anapologyinpersononbehalfofthecompany.Approvedremediessuchasgivingawaysouvenirs,extracoursesoffood,drinks.themanagerofthecompanyhastoofferanapologyinpersononbehalfofthetravelagency.Forcancelledactivities,thetravelagencyhastopayappropriatecompensation.TakemeasurestotacklealteredplanProlongedastay.

Contact,rearrangeaccommodation,mealandvehicleowingtothechange,resetthetravelplan,extendthetouringtimeorincreasesomeactivitieskeeptheprogramsvaried.HowtodealwithunpleasantResultResult:emotionalstressandanunpleasanttourRoutineforalteredplan:

mobilizethecompletesupportofrespectedleaderstoenterapowerfulpersuasiontoalleviatetheirfrustrationandpersuadethemtocooperatevoluntarily.helpthemtodeterminewhichoptionbestmeetstheirneeds.touristswillbenotifiedassoonaspossibleifanychangeismade.relevantissuesmustbesolvedtothecustomers’satisfactiongainapprovalofboththecompanyandthetourists,andobtainsignatureofthetourleaderoranindependenttraveleraswellDemeritsInanycase,thetourguideisnotallowedtochangetheitinerarywithoutpermissionsfromthepartiesinvolvedorforhis/herprofit.theactviolatestheregulationissuedbytheregionaltouristadministrations,whichcanbecausefordemerits.Thosewhoprivatelyorarbitrarilyincrease,decrease,oraltertheprogramsintheplannedschedulewillreceivedemerits,thosewhointentionallyterminatethetourwillalsoreceivedemerits.InConclusionAtravelplanmakessurethealtereditineraryrunssmoothlyandefficiently,althoughitisforcedtochangeasadirectandnecessaryresultofanycauseoutsideyourcontrol.Whateverthereason,aguideshouldmakeeveryefforttosuityourgroup’sobjectivesandinterests.

QuestionsforDiscussionWhat’sthedefinitionofanitinerary?Whatkindofchangeswillhappenduringatour?Whentravelagencyredesignatravelplan,howtomakeitmeetguests’need?Inwhatkindofcaseistheguideallowedtochangetheitinerarywithoutpermission?Ifatourguidewantstodevelopanewitinerary,whatshouldhe/shedo?八、PassengerTransportation1.Gettoknowthetypesoftransportation2.Learnthehistoryofsomemaintypesoftransportation3.UnderstandthenegativeeffectoftransportationLearningObjectives（1）typesoftransportation

onfoot

byair:

airtraveldominateslong-distanceandmiddle-distancetourism.

theauto:Theprivateautomobiledominatesforshortertripsthemostpopularmeansoftravelformostdomesticjourneys.Theautoisalsoveyimportantinregionalandinternationaltourism.Railway:Railtravelnowplaysamorelimitedrolethaninthepast.increaseitsmarketshare,especiallyinEurope.Thedevelopmentofhigh-speedtrainsandtheopeningoftheChannelTunnel

Motorcoachtransportation:

AsmallpercentageofvehiclemilesCruisesCruisesarebecomingmorepopularandarethefastestgrowingsegmentoftourism.stillsmall.

AirlineIndustryInthespanof50yearstheairlineindustryhasgrownfrominfanttogiant.Theworld’sairlineindustrynowcarriesover1billionpassengersperyear.Aircarriersprovidingscheduledservicehaveanenviablesafetyrecord.TheAirlineindustryissupportedbythreemajororganizations:IATA,ICAOandATA.Airtransportationisexpectedtogrowatasteadyrateinthefuture.Thestrongertheworldeconomy,thegreaterwillbetherateofgrowth.MotorcoachIndustrythemostpervasiveformofintercitypublictransportationinUS.providebothscheduledandcharterservice.Intercitybuspassengersarelargelylower-incomenonbusin