导游服务英语课件：Greeting Guests

GreetingGuests

Lead-in

Greetingtouristsisjustthefirststepinthewholewelcomingprocess.Asatourguide,youshouldbearinmindthefollowingthings.Firstofall,learnhowtolocatethegroupthatyouaresupposedtomeetaccordingtothecharacteristicsofdifferentnationalitiesandthelogooftheforeigntravelagency.Secondly,aftermeetingyourguestsyoushouldconferwiththetourescortandthenationalguidetocheckthenumberofpeople,andbesurethatnooneismissing.

Lead-in

Thirdly,askfortheluggageclaimcardsandgivethemtotheporters,sothattheluggagecangettothehotelasquicklyaspossible.Fourth,youshouldcourteouslyslowtheguestsaboardtheawaitingbus.Thenmakeabriefwelcomingspeechandintroduceyourselfandthedriver.Fifth,welcomethegueststoyourcityandaskthemforquestionsandanyrequests.Expressyourwishtoservethemsincerelyandhonestly,andfinally,wishyourguestsapleasantjourneyandawonderfulstay.

BasicProcedure

1.Afterthetourgrouparrives,identifythegroupandmakesurethatalltheinformationcorrespondstoyours.2.Verifythenumberofthetourgroupthroughthetourleaderornationalguide.Ifthenumberdoesnotcorrespondtothetourplan,thelocalguideshouldinformthepersonsconcernedinthelocaltravelservicetochangethereservationsofplane,trainorshiptickets,accommodation,mealsandetc.

BasicProcedure

3.Thelocalguideshouldhelpthetouristsgettheirluggagetogetheratadesignatedplace,togetherwiththetourleaderandthenationalguide,heorsheshouldcounttogettherightnumberofpiecesandthenhandthemovertotheluggagemanofthelocaltravelservicethroughnecessaryprocedures.

4.Getonthecoach.5.Contactthenationalguideorthetourleaderandfindoutthedetailsandspecialrequirementsofthegroup.

MeetingGuestsTopic1SpeakingMeetingTouristsattheRailwayStationMeetingaTourGroupattheAirport

Training

123Topic1Speaking

Activity1:Reading

Readthetwodialoguesandpractice.Learnthewordsandexpressions.Speakoutthemainideaofthetwodialogues.Topic1Speaking

Activity2:Roleplay

Task

WangHong,thelocalguidefromtheCYTS(ChinaYouthTravelService)ismeetingagroupof30touristsfromNewYorkwithJack,thetourleader,atPuDongAirport.Topic1Speaking

Activity2:Role-play

Requirement

First,disscusstherole-playwithyourgroup,andthenpracticewhatyouwouldsayinthissituation.Bepreparedtoperformtherole-playinfrontoftheclass.Theteacherandotherstudentswilldiscussandcompareeachrole-playpresentedandmakecommentsonhowitcanbeimproved.Topic1Speaking

MakingaWelcomeSpeechNotes写作技巧提示：游客认识导游往往是从欢迎辞开始的。做全陪时，应当有准备地致欢迎辞。一篇好的欢迎辞往往会使得导游与全团人员的关系变得很亲密。欢迎辞好比一场戏的序幕、一篇文章的序言、一次演讲的开场白。游客们大都注意第一印象。致欢迎辞是给人留下第一印象的好机会，应当予以足够的重视。Topic2TheRemarksofTourGuide

MakingaWelcomeSpeechNotes

一篇达到专业水平的欢迎辞，应包括以下四个要素：（1）首先问候客人，代表地接社、本人和司机欢迎客人光临本市或本地区；（2）介绍自己的姓名和职务，介绍参加接待人员的姓名和职务。如在游览车上，应介绍司机的姓名及所驾驶车辆的车牌号；（3）表示自己的工作态度，表示提供服务的诚挚愿望，即愿意努力工作并解答大家的问题；（4）祝愿客人旅行愉快，并希望得到客人的合作及必要时的谅解。Topic2TheRemarksofTourGuide

MakingaWelcomeSpeechNotes

一般来说，对欢迎辞的基本要求是简短、明快、易懂。欢迎辞内容应根据国籍、团队、时间、地点、成员身份不同而有所区别，不可千篇一律。但以上四点要素必须具备。总之，要使客人感到真挚、亲切、热情，符合自己的身份。Topic2TheRemarksofTourGuide

SampleGoodmorning,ladiesandgentlemen,

Youarewelcome.Wearesohappytohavefriendslikeyoucomingfromafar.Allowmetointroducemyself.MynameisLiLei.I’lltrymybesttomakeyourvisitsmooth.Ifyouhaveanyproblems,pleasedon’thesitatetotellme.MymobilephonenumberiI’llhaveitswitchedonfor24hours.Don’thesitatetocontactmewheneveryouneedto.AndthisMr.Wang,ourdriver,whohashad20yearsofdrivingexperience.WecomefromtheChinaYouthTravelService.Wearegladtohaveyouhere.Topic2TheRemarksofTourGuide

Onbehalfofourcompanyandourcolleagues,we’dliketoextendawarmwelcometoyouall.I’llbeyourtourguideduringyourtwo-staytourinthiscityandwe’llbeatyourserviceatanytime.We’lldoeverythingpossibletomakeyourvisitapleasantexperience.Ifyouhaveanyproblemsorsuggestions,pleasedon’thesitatetoletusknow.

Topic2TheRemarksofTourGuide

Wehavereserved15TWBs(twin-bedroomwithbath)foryouatNanjingJinlingHotel.Itoffersthebestservicesinthiscity.Weshallmeetatthehotellobbyat12:30forourfirstvisit.Pleasedoremembertheplatenumberofourbus.Thenumberis12345.Wehopeyou’llenjoyyourstayinthiscity.Thankyou.Topic2TheRemarksofTourGuide

SteponeAllstudentsintheclassroomaredividedintoseveralgroupstodisscussthewelcomespeeches.PracticeSteptwoAfterdiscussion,eachgroupchoosearepresentativetomakeapresentation,andthentheteachershouldgivethecommentonthestudent’sanswer.Topic2TheRemarksofTourGuide

SteponeRead

Readthepassagewiththequestionstheteachergivenandspeakoutthemainideaofthepassage.Topic3SupplementaryReading

SteptwolearnUesfulexpression1.onthecusp:迫在眉睫了。例如：Overthelastfewyears,Mr.UllensbegantosensethatBeijingwasonthecuspofbecomingaworldcenterforthearts.最近两年以来，尤伦斯先生逐渐意识到，北京正在成为世界艺术中心。2.foreignexchangeincome:外汇收入。例如：Incomeofforeignexchangefrominternationaltourismreached20.4billionU.Sdollars.国际旅游外汇收入达到204亿美元Topic3SupplementaryReading

Stepthreepractice

Readthepassageworkinpairs.Topic3SupplementaryReading

EtiquetteofMeetingPeopleHandshakingisacommonetiquettewhenmeetingothers,especiallyonformaloccasions.InAmerica,ifagentlemanfacesalady,heshouldnotextendhishandunlesstheladyfirstoffershers;theyoungpersonshouldremainwhereheisunlesstheolderholdsouthishandfirst;asubordinateshouldnotstretchouthishandtohisbossfirst;whenhostingsomeguests,thehostorhostessshouldextendhisorherhandfirst.Topic4SocialEtiquette

EtiquetteofMeetingPeopleTheetiquetteofraisingthehatcanbetracedbacktotheMiddleAgeinEurope,whenwarriorshadtoraisetheirhelmetswhilespeakingtowomen.Onaccountofitssource,perhaps,amanintheWesternculturetendstoraisehishat(ifhehasone),whenhegreetsawoman.Accordingly,thisetiquetteisonlyformenratherhishatistoholdhishatatthedentofthehatcrownwithhisrighthand,andtotakeitoffandputitonagainafterawhile.Acivilnod,oftenimmediatelyafterraisingthehatinthewesterncultureimpliesrecognitionwhenpeoplemeetandpartinpublic.Oneshouldremovehishatonvarioussolemnoccasions.Topic4SocialEtiquette

CultureNote

中文对初次见面的人会说“请多多指教”，直译成英语会变成“Iaskthatyoutreatmekindly.”放佛是刚见面就向对方提出要求。反而之，英语说“Wouldyoupleaselookfavorablyonme?”翻译成中文却又显得卑微。也就是说这样的表现方式英语中文之间是不通用的。因此，初次见面说“I’mveryhappytomeetyou.”是最自然的。

CultureNote

VacationsareanexcitingtimeformostfamiliesinAmerica.Mostfamiliestrytodosomethingthatallfamilymemberswillenjoyandthefavoritetimeoftheyearforoneisinthesummer.WeusuallythinkofthesummerseasonasbeginningwithMemorialDay(thelastMondayinMay)andendingwithLaborDay(thefirstMondayinSeptember).Publicschools(primaryandhighschools)aswellascollegesanduniversitiesareoutduringmostofthattimesochildrenarefreetotravelwiththeirparents.Employeesusuallyhavetwoorthreeweeks’leavefromworkduringthesummer.Favoritevacationplacesarethebeachesifyouliveinthemountains,orthemountainsifyoulivenearthecoast.ThereareNationalParksineverysectionofthecountrywhichhavebeencreatedtopreservethenaturalbeautyandwildlifeofthearea.MillionsofAmericansandforeignvisitorsfrequenttheseparkseveryyear.KnowledgeConnection

译文

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