第四节导游工作程序课件

LECTURE3Guidingprocedure—sightseeingservice

1LearningObjectivesFamiliarizeyouwithsightseeingserviceprocedureGettoknowthecloseupprocedureSummarizethecompleteworkingprocedure2SightseeingServices(1)1.PreparationbeforesetoffReceptionprogram,tourguideflag/banner,loudspeaker,tourguidecertificate,necessarytickets,cash,map,etc,.makesurethedriverisready,reconfirmthemealsoftheday,gettoappointmentmeetingplaceaheadof10minutecountthetourists,makesurenoonemissingremindtourists:theweather,indoororoutdooractivities,dress,shoes,etc.3SightseeingServices(2)2.Tourontheway(pp:15-31/32)Introducetheitineraryoftheday,sightseeingalongtheway,backgroundinformationoftheplacestovisit,recreationalactivities4SightseeingServices(3)

3.Scenicspotsguiding(pp:16-33)Thingstopayattentionto:(sightseeing,takephoto,shopping,etc.)Onarrivalattheplacetovisit,beforeleavethebus,remindagainthebusnumberandmodel,color,signs,parkinglot,timetomeetafterthevisit.Explainindetailinfrontofthetourmapoftheplacetomeetandshowclearlythebestroutetovisit,howlongtostay,whenandwheretomeet.Confirmtheclock!Guidingandexplanationduringthetour.Payattentiontotheemphasisofexplanationandallocationoftime,cost,etc.Makesurenobodygetslost.5SightseeingServices(4)4.VisitingactivitiesPrepareforinterpretingforboththevisitorsandhosts.

5.Returntrip(pp:16-35)summarizetheday’sactivities;answermorequestions,makesupplementaryexplanation,sightseeingifnecessary(supposedthattouristsarenottired)Announcetheitineraryoftheeveningifthereisany,(Howlongtostayinthehotelandwhenandwheretomeet?)ofthenextdayifthereisnoactivitiesatnight.Remindthemtotaketheirbelongings6UnexpectedScenariosforSightseeingServices

1.quitthetourbeforeitisfinished.(pp:27-24/25)2.whatmeasurestopreventtouristsfromgettinglost(pp:34-43)3.thetouristslost(pp:34-44)4.thetouristsisill(pp:36-48)5.trafficaccident(pp:39-57/58)71.quitthetourbeforeitisfinished.(pp:27-24/25)Whatmightbesomeofthereasonsforatouristleavingatourbeforeitisfinished?Howshouldaguidehandlethis?(1)themainreasonsatouristleavesatourinmid-streamareduetotheirpersonalillnessoranurgentmatterathome,butsomeleavebecauseofdissatisfactionwiththetourorservice.(2)thosewholeavethetourgroupforpersonalreasonsmayreceivepartialreimbursementfortheunusedportionoftheircontractedtour,afterthetourguidehasreportedtheirsituationandhasreceivedapprovalfromboththetravelandorganizingagencies.(3)thetourguideshouldattempttodissuadethedissatisfiedtouristfromquittingthetour.Ifthetouristinsistsonquitting,theguideshouldinformthetouristthatheisunabletoobtainarefundfortheservicesnotyetreceived.82.whatmeasurestopreventtouristsfromgettinglost(pp:34-43)93.thetouristsisfoundlostduringthesightseeing(pp:34-44)(1)theguideshouldfirstdeterminewhenandwherethetouristwaslastseenandthenarrangeforpeopletolookforhim.(2)iftherearemorethantwoguides,oneguideshouldtakecareifthegroupoftouristswhiletheotherguideslookforthemissingtouristsalongtheroute.Failingtofindthemissingtourist,theguideshouldreportthemissingtouristtothelocalpolicestationlocatedatthescenicspotandrequesttheirhelp.Theguideshouldalsocallthereceptiondeskatthehoteltocheckwhetherthetouristhasreturned.(3)ifthetouristisnotfound,theguideshouldaskthetravelagencytosendpersonneltohandlethematterwhilehecontinuestoguidethetourgrouponitsitinerary,asplanned.(4)aferthetouristisfound,theguideshouldapologizeifheistoblame,ifthetourististoblame,theguide,insteadofcriticizinghimseverely,shouldremindhimgentlynottogetseparatedfromthegroupagain.(5)inthecasewherethetouristdisappearsandnothingisheardfromhim,theguideshouldhandinawrittenreportfortherecord.104.thetouristsisill(pp:36-48)(1)Whenatouristbecomesseriouslyill,aguideshouldnotofferhimmedicine.Insteadheshouldaskwhetherthetouristhasbroughtmedicinewithhimforhisillness.Manypeoplewhosufferfromcardiovasculardiseasesusuallycarrywiththemfirst-aidmedicine.Ifthepatientdoeshavethemedicine,theguidemayassisthimintakingit.(2)ifthepatient’slifeisindanger,theguideshouldcallthenearestfirst-aidstationtocomeandpickupthepatient,orhireavehicletotakehimtothenearesthospital.Ifnecessary,aguidemaysuspendthetravelforthetimebeing,totakethepatienttothenearesthospitalonthecoach.(3)whilerescuingthepatientorsendingthepatienttothehospital,itwouldbebetterifthetourleaderornationalguideorthepatient’srelativewerepresentwiththetouristallthetimes.Anyoperationmustbeapprovedinawrittenformbythetouristsrelativeorthetourleaderortheofficialsofthetourist’sembassyorconsulategeneralinchina.Thelocalguideshouldkeeptherelevantfilesandrecordsforfurtherinvestigation.(4)duringtheprocessoftherescue,theguideshouldreporttothetravelagencyassoonaspossibleforinstruction.Ifnecessary,theguidemayasktheagencytosendpersonneltohandlethemattersothelocalguidemayresumehisdutieswiththegroupandcontinuethetravel.(5)ifthepatientmustremaininthehospital,thetravelagencyandtheguideshouldvisithimfromtimetotimeandhelphiminhiscurrentcrisis.Ifthepatient’svisaneedsanextension,theguideshouldhelphimgetanextension.Thepatientisresponsibleforthemedicalexpensesandrelatedhospitalcharges.Thetravelagencyshouldrefundthemoneyfortheremainingitemsofthetravelthatthepatienthasnotexperienced,accordingtothecontract.115.Whatarethepossibleconsequencesofatrafficaccidentduringtravel(pp:39-57/58)(1)accidentsmaycausecasualtiesandendangerthelifeandpropertyoftourists.(2)accidentsmaycausegreatdamagetothereputationofatravelagencyandfinancialhardshipandevenbankruptcytosmallandmedium-sizedtravelservices.(3)accidentsmayaffectthereputationandeconomicwell-beingofthetouristsdestination.Touristsmayquitthetourgroup,fewertouristsmaytravelinthearea,andthetravelagencymayhavemoredifficultyinpromotingpackageholidays.(4)vehicularaccidentsarethemostcommonformofaccident.Thereforeatravelagencyshouldonlyusecoacheswhichareingoodconditionandforbiditsdrivestodrivewhentiredorexhausted.(5)aguideshouldnotchatwiththedrivewhileheisdriving;alwaysremindthedrivertodrivesafely,andnottodrivewhileundertheinfluenceofalcohol.12Howshouldaguidehandleaserioustrafficaccident?Theguideshouldimmediatelyorganizearescuefortheinjured.Theguideshouldkeepcalmandremovethetouriststoasafedistancefromtheaccident.Theguideshouldhelptostopthebleedingoftheinjuredtourists,bandageupthewoundedandsendthebadlywoundedtothenearesthospital.Assoonaspossible,theguideshouldreporttothetrafficpoliceandthetravelagency.Inthecaseofaseriousaccidentresultinginheavycasualties,perhapsevenfatalities,theguideshouldreportimmediatelytothetrafficpoliceandthelocalgovernmentforhelpandrescue.Theguideissupposedtoprotecttheaccidentsiteforthepoliceinvestigation.Theguideshouldcomfortandconsolethetouristsand,ifpossible,continuethetravelschedulesasplanned.Theguideshouldsubmitawrittenreporttothetravelagencywhichgivesadetailedaccountoftheaccident,including:thecauseofaccident,thesequenceofevents,theprocessofhandlingtheaccident,thetourists’feedbackandtheaccountofthoseresponsiblefortheaccident.13FarewellServicesPreparationbeforedepartureofthegroup(pp:18-41)1.Verificationoftickets2.Informthenextdestinationifthereisanychangeofschedulesothatthenexttravelagencywillchangeaccordingly.3.luggagecollection4.Departuretime&placetomeet5.wakeupcall&breakfastarrangement6.checkoutassistance7.Remindtouriststopaybill8.Returntouristsidentitycardsandpassport14FarewellServices

luggagecollectionDiscusswiththegroupleaderandnationalguidewhentoputtheluggageoutsidetheroomandwhentocollect,theninformthetourist.Remembertotellthetouriststhingstopayattentiontowhilepackingthecheckedluggage.15Luggagecollection(1)Atourgrouphasjustcomebackfromaneveningshow.Nowtheyareatthehotel.Thetourguideisspeakingtothewholegroup.Localguide:Attentionplease.Wearegoingtocheckoutearlytomorrowmorning.Wouldyoupleasehaveyourbagsreadyby10:30p.m.andleavethemrightoutsidethedoor?Wearegoingtocheckthem.Ihavealsoarrangedanearlymorningcallforyou.Itisat5:30a.m.breakfastwillbeservedat6a.m.sincethedeparturetimeoftheflightis8a.m.,wehavetosetoffat6:30.Arethereanyproblemswiththisschedule?Thegroup:No,thankyou.Localguide:(tothetourleader)Hello,Mr.Rawson,shallwemeetonthe14thfloorfiveminutesbefore10:30p.m.?You,thenationalguideandIwillbetheretogethertochecktheluggage.Tourleader:Yes,sure.Youareveryconsiderate.(at10:30p.m.onthe14thfloorwherethetourgroupisstaying)Tourleader:Wehavegot32piecesaltogether.Localguide:Aretheyallwelllocked?Tourguide:Letmesee.Oh,thisonehasnolockonit.ItisMr.Taylor’s,Ithink.(ThenationalguideknocksatMr.Taylor’sdoor.Mr.Tayloropensthedoor.)Nationalguide:Sorry,Mr.Taylor.Butyouforgottolockyourbag.16Luggagecollection(2)Mr.Taylor:Well,Idon’tthinkIhavetolockit.Thereisnothingimportantinside.Nationalguide:Well,accordingtoCAAC’Sregulationsallluggagemustbelockexceptthecarry-onluggage.Otherwise,theywillnotacceptit.Mr.Taylor:Oh,Isee.Iamverysorry.ButIhaven’tgotanextralockforit.WherecanIgetonenow?Nationalguide:Inthatcase,youwillhavetobuyoneattheairporttomorrowmorning.Mr.Taylor:Howmuchdoesalockcostthere?Nationalguide:Oneyuanfifty.Mr.Taylor:Thatisok.Iwillbuyonetomorrow.thankyou.Nationalguide:Thankyouandgoodnight.Localguide:Everythingisfinenow,Mr.Rawson.Wecanhandovertheluggagetothebell-boynow.Tourleader:Yes,sure.Nationalguide:So,seeyoutomorrow.Tourleader:Seeyou.Localguide:Seeyou.Goodnight.17FarewellServicesCheckoutserviceremindthetouriststocleartheirincidentalbills(laundry,longdistancecalls,minibar,etc.)Returnhotelkeys,andhelptosolveproblemsofdamageofhotelfacilities.Remindthehotelthecheckoutanddeparturetime(esp.forlargegroups)sothatthehotelcanarrangeenoughpersonnel.Returnthegroupdocuments,(groupvisa,individualpassports,airticketsiftheyarepurchasedbythegroupoperators)18LeavingthehotelGoodmorning,ladiesandgentlemen.We’llbesayinggoodbyetothehotelinseveralminutes.Beforewegetonthebus,pleasemakesurethatyouhaveallcheckedoutandclearedyourbills,especiallytheincidentalsincludingyourlaundrychargesandyourphonecharges.Alsoseetoitthatyouhaveallyourcameras.Pleaseleaveyourroomkeysatthedesk.Noweveryoneishere.Pleasetakegoodcareofyourbagsandfollowmetothebus.19Sum:check-outBeforeatourgroupleavesahotel,theguideshouldmakethetouristawareoftheneedtosettletheirbills.Thelocalguideshouldtellthetouristswhenandwheretocollecttheluggageandcheckthenumberofpiecesofluggagealongwiththenationalguide,thetourleaderandtheluggage-mantopreventlosinganyluggage.Ifthetourgroupisleavingourcountry,thelocalguideshouldremindthetouriststohavetheirpassports,planeticketsandcustomsdeclarationformsputintheircarry-onluggageinpreparationforthecheckatcustoms.Aftertouristgetonthebus,theguideshouldremainthemtochecktheircarry-onbagsandseeiftheyhaveleftanythingbehind.Thebuscanleavethehotelonlyafteritismadesurethateverybodyisonthebus.20Afarewellspeech(1)Ladiesandgentlemen,Firstofall,onbehalfofmyChinesecolleaguespresenthere,IwishtotakethisopportunitytoexpressourheartfeltthanksandtobidfarewelltoourAmericanfriends.Wethankyouforyourpatienceandfriendliness,whichhasmadeourworkeasierandhasalsoenabledustolearnmanythingsaboutyourcountryandpeople.Wealsoappreciateyourcooperationandunderstanding,whichhasmadethetripapleasureandsuccess.Afewdaysagowemetasstrangers,buttodayyouleaveasournewfriends.Weshallalwayscherishthehappymemoriesofourdelightfulfriendsandourtriptogether.Ibelievethegrowingcontactswillbringpeopleofourtwocountriescloserandpromotepeaceoftheworld.WelookforwardtoseeingyouagaininBeijing.Iwishyouapleasanttriptoyournextdestinationandhometoyourfamiliesandfriends.Onceagain,Ithankyouallverymuch.Bonvoyage.21Afarewellspeech(2)Ladiesandgentlemen,TimehasgonesoquicklyandyourtriptoChinaisdrawingtoaclose.TomorrowmorningyouwillbeleavingGuangzhouforHongKong.Atthistime,IwouldliketosayafewwordsonbehalfofChinatravelservice.First,wewanttothankyouforcoming.Thedurationofyourstayinourcountryhasbeenabouttwoweeks.Thisisnotlongofcourse,butitislongenoughforustohaveabetterunderstandingofourtwocountries.Whileyoustayhere,youhavemetwithsomeofourgovernmentleadersaswellassomeordinarypeople;visitedsomeofourlargestcities,aswellassomeofourmostbeautifullandscapes.SomeofyouhaveevenexchangedviewswithyourChinesecounterparts.Allthisiscertainlybeneficialtofurthereconomicdevelopmentandbusinesscooperationbetweenourtwocountries.Next,wewanttoexpressoursincereappreciationforyourfriendship.WhileyouareinChina,allofyouhaveshowgreatpatience,cooperationandunderstanding,whichhavemadeourjobmucheasier.22Lastly,wewouldliketowelcomeyouback,sometimeinthefuture,Forreturnvisits,nothingismoredelightfulthantomeetfriendsfromafar.Thisisonlythebeginningofourfriendship.Webelievethatitwillcontinuetogrowinthefuture.Uponyourarrivalinourcountry,pleasesendourbestregardstoyourfamilymembers,yourrelatives,yourfriends,andyourcolleagues.Let’srememberthesewordswell：Makenewfriends,Butkeeptheold,Oneissilver,Andtheothergold.NowIproposeatoast:Tothefriendshipbetweenthepeoplesofourtwocountries;TothissuccessfulvisitofChina.Cheers!23Question:whatarethemainpointsinaformalfarewellspeech?24Question:whatarethemainpointsinaformalfarewellspeech?(pp:18-42)Recalltheactivitiesandshowappreciationofthetourists’considerationandcooperationshowthefriendshipyouhaveestablishedandunwillingnesstosaygoodbye.Sincerelyrequiresuggestionandcriticismforimprovement.Extendyourapologyifthereoccurredsomeunpleasantaccident.Expressyourgoodwishandregards.25Attheairportonarrivalattheairportorrailwaystation,(mustarrive90minutesearlierfordomesticflight,120minutesforinternationalandcoastalcityflights,60minutesfortrain)getoffthebusfirsttoassistthetourists,Checkifthereareanythingsleftbehind.26UnexpectedScenariosforfarewellWhatis“theincidentofmissingtheairplane”?Howshouldaguidehandle?(p:31-35/36)Failtoarriveairportontime.ReporttotravelagencyMakeanapologychooseanalte