英语导游证考试面试导游规范服务知识2.docx

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1、导游效劳标准1、what are the main points that the local guide must try to make certain when reading the tour plan of the group in order that he would not miss meeting the group when it arrives or would not wait hopefully for the group to turn up when actually it is not coming on the scheduled flight or trai

2、n?为了避开接团时发生误接、漏接和空接，地陪在阅读接待支配时应留意哪些问题？（1）The name and telephone number of the tour operator of the domestic tour organizer travel service.（2）The number of people in the group and the name ,sex and occupation of the tourists.（3）The arrival time and place of the plane or train that the group is going

3、to take.（4）For an inbound tourist group ,he must also know the name of the overseas tour organizer travel service，the foreign language name or code of the group ,the name of the tour escort ,the language ,nationality and religious belief of the tourists and the entry and exit cities of the group. (1

4、)国内组团社联络人和全陪的姓名及 号码; (2)旅游团成员的人数、性别、姓名和职位; (3)团队抵达本地时所乘的交通工具的班次、时间和接站地点; (4)接待入境团时还要理解客源地组团社和领队的名称、旅行团的外语名称或代号、游客的国籍、语言和宗教信仰以及旅行团的入(出)境地点等。2、What are the main points that the local guide of an inbound tourist group must get to know about the transport tickets for the group ? (1)Have the groups trans

5、port ticket for the next destination been booked according to schedule or have they been changed? And has the changed booking been confirmed? (2)Are there any return tickets for the group? (3)Do the tourists hold international air-tickets for domestic flight? (4)Are the groups tickets, i.e. transpor

6、t tickets for leaving the country, confirmed Ok or do they still remain open? 接待入境的地陪应从哪方面驾驭交通票据的状况？答：(1)团队往下一站的交通票是否按支配订妥、有无变更以及更改后的落实状况;(2)是否有返程票;(3)是否有国内段国际机票;(4)出境票的票种(是OK票还是OPEN票)。3、In what ways must the local guide make preparations for conducting a group in respect to language and knowledge ?

7、 地陪上团前应如何做好语言和学问方面的打算？(1)Before the group arrives, the local guide must familiarize himself with the explanatory materials on the places that the group is going to visit. For an English way of expressing himself.(2)For a tourist group that is composed of people in a special trade, the local guide mu

8、st try to acquaint himself with the knowledge and technician terms off their specialty.(3)In addition，the local guide must be well prepared for questions about hot talks of the town，important news at home and abroad and any other subjects that the tourists may be interested in. (4)If the local guide

9、 himself is new to the places to the places to be visited by the group，he must try his best to familiarize himself with them beforehand.(1)依据接待支配上确定的参观巡游工程，做好讲解内容的打算，外语导游还要做好语言表达方法上的打算;(2)接待有专业要求的团队，要做好相关专业学问、词汇的打算;(3)做好当前热门话题、国内外重大新闻、游客可能感爱好的话题等方面的打算;(4)对自己不熟识的景点应事先设法作具体理解。4、How can the local guide

10、 make sure that the group he met in the airport or train station is the very one he is to meet ? 接待入境团的地陪在机场或车站接团时，应如何确认某一团队是否是自己应接的团？(1)The local guide must ask the tourists what country they come from and inquire of them about the names of their tour escort and their national guide，the name of the

11、 travel service in their own country and the name of the tour organizer travel service in China .(2)If the group has neither escort nor national guide，he must inquire of the tourists their nationality，the name or code of the group，and the number of people and the main itinerary of the group. 答：(1)应问

12、清该团来自哪个国家(地区)、客源地祖团社和国内组团社的名称、领队和全陪的姓名等;(2)如该团没有领队和全陪，地陪应及该团成员核对团名、团号、国别及游客人数、姓名并核实其主要行程。5、Try to make a welcome speech to a tourist group in the name of a local guide. The following points should be included:以地陪身分对旅行团致欢送词(1)According the tourists a welcome for their visit to your city on behalf of

13、your travel service，the driver and yourself ; (2)Introducing yourself and the travel service you work for;(3)Introducing the driver;(4)Expressing your willingness and desire to render good services to the tourists; (5)Wishing the tourists a pleasant stay in your city.(1)代表所在接待社、司机及本人欢送客人的光临;(2)介绍自己的

14、姓名及所属单位;(3)介绍司机(4)表示供应优质效劳的真诚愿望;(5)预祝游客旅游开心。6、What things should be mentioned when the local guide is telling the tourist the general conditions of his city?地陪在向游客作当地概况介绍时，应包括哪些内容？（1）The citys climate，population，administrative division，social life，cultural tradition，special products and its history.

15、 （2）In the meantime，he should take occasion to tell the tourists something about the citys developments in economy and municipal construction as well as the streets and important buildings along the way.答：(1)介绍当地的概况应包括气候条件、人口、行政区域划分、社会生活、文化传统、土特产品、历史沿革等;(2)还要适时介绍当地的市貌、开展概况及沿途经过的重要建筑物、街道等。 7、How can

16、the local guide keep in touch with the tourists after the group has checked in at the hotel?在游客入住酒店后，地陪应如何保持及旅行团的联络？ The local guide must write down the room number of the group，especially those of the tour escort and the national guide. He also tell the tour escort and the national guide his own ro

17、om number and telephone number so that they may reach each other in time of need.答：地陪要驾驭领队、全陪和团员的房间号，并将及自己联络的方法如房间号、 号码等告知全陪和领队，以便有事时尽快联络。定收取费用;(3)对的确无法满意的要求，地陪要具体说明，耐性劝服。8、what should the local guide do if the tour escort or the national guide proposed to make a minor当领队或全陪对接待支配提出小的修改意见或增加新的巡游工程时，地

18、陪应如何应对？(1)The local guide should report the matter to the travel service leadership and try his best to arrange it if their proposal is reasonable and feasible.(2)If an extra charge must be made for the added item，he must let them know in advance and must collect the money at the set price.(3)If is

19、difficult or impossible to meet their demand, he must give them a clear explanation and patiently persuade them to follow the original program.答：(1)刚好向旅行社有关部门反映，对合理又可行的要求，应尽量满意;(2)对须要加收费用的工程，地陪要事先向领队或游客讲明，按有关规9、in what way should the local guide collect the consigned luggage of the group that has ju

20、st arrived?有托运行李的旅行团抵达本地后，地陪应如何清点行李？(1)when the group has arrived，the local guide should help the tourists get their luggage together at a designated place and remind them to check and make sure that their bags are all in good condition.(2)together with the tour escort and the national guide，he shou

21、ld count to get the right number of pieces and then hand them over to the luggage man of the local travel service through necessary procedures.(3)if something is missing or damaged，he should help the owner to approach departments concerned to report and register the loss or claim compensation for th

22、e damaged.(1)地陪应帮助本团游客将行李集中放在指定位置，提示游客检查自己的行李物品是否完好无缺;(2)及领队、全陪核对行李无误后，移交给行李员，双方办好交接手续;(3)若有行李未到或破损，地陪应帮助当事人到有关交通部门办理行李丧失或赔偿申报手续。10、 what should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?游客下车参观景点前，地陪应交代什么？On this occasion the local guide should ad

23、vise the tourists to remember the model，color，number and special sign of tour bus. He should also tell them where the bus will be parking and what time they will be leaving for the next destination. 答：地陪要讲清并提示游客记住旅行车的型号、颜色、标记、车号，以及停车地点、开车的时间等。11、What are the main points that need the local guides at

24、tention in regard to the travel certificates of the tour escort and other tourists?(1)Under normal conditions，the local guide should not keep the travel certificates of the tourists. If he needs to use them，he must return them to tourists as soon as he has finished using them.(2)On the day before th

25、e group leaves，the local should check his own belongings to see if he has kept any of the groups passports or other papers and，if any，should hand them back personally to their owners without delay.(3)Some hotels request that the tour escort should leave this passport at the reception department when

26、 the group checks in at the hotel. In this case，the local guide must remind the tour escort to take it back when the group checks out to leave the hotel. (4)When a foreign group is going to leave the country，the local guide should remind the tourists to check and make sure that they have passports a

27、nd Customs declaration forms readily available for examinations by the Customs and immigration officers.在领队和游客的证件保管、运用方面，地陪应做什么？答：(1)一般状况下，地陪不应保管团队的旅行证件。如需运用游客的证件办理某项手续时，应在用完后马上还给游客；(2)在离站的前一天，地陪要检查自己的物品，看是否保存游客的证件、票据等，如有应马上归还，当面清点；(3)某些酒店在旅行团入住时，要求领队将其证件留在总台，地陪应在旅行团离店时提示领队取回证件的证件；(4)入境团出境前，要提示游客打算好

28、护照和申报单，以便交边检站和海关检查。12、How can the tour guide ensure that the tourists will not get lost?导游人员应如何预防游客丧失？(1)The local guide must request that the tourists should bear in mind the names of the local travel service and the hotel and the number the tour bus，that they must not wander too far away from the

29、group while its moving on，and that they must not come back to the hotel too late if they leave the group to stay behind or when they go out of the hotel by themselves. (2)During the sightseeing tour, the local guide should often announce the itinerary of the day so as to keep the tourists informed o

30、f such things as the route of the tour, the time and place for meals, the time and place to assemble and the parking place of the tour bus.(3)The tour guide should stay together with the tourists all the time and frequently count the number of people in the group.(4)The local guide, the national gui

31、de and the tour escort must closely cooperate in their work. While the local guide leads the way for the group, the national guide and the tour escort should bring up the rear.(5)The local guides explanatory speeches must be interesting enough to attract the tourists attention so that they would not

32、 wander away from the group. (1)导游人员要提示游客：记住地接社名称、车号、酒店名称，团队行进时不要离团太远，在外逗留或自行外出时回酒店不要太晚。(2)在参观巡游过程中，常常向游客预报行程并讲清用餐时间、地点，巡游线路，集合时间、地点以及停车地点。(3)时刻及游客在一起，常常清点人数。(4)地陪、全陪、领队亲密协作;地陪在前带路，全陪领队做好断后工作。(5)地陪要以精彩的讲解吸引游客。13、What should the local guide tell the tourists when the group is going to check in at the

33、 hotel?地陪在旅行团入住酒店时，应交代什么？ When the group is going to check in at the hotel，the hotel guide should tell the tourists where they can change their money，how to find the place for entertainment and the locations of the stores，public toilets and the Chinese and Western-food restaurants and so on. In addi

34、tion，he should also make the tourists acquainted with matters deserving their attention while staying in the hotel.答：地陪应向全团介绍酒店内的外币兑换处、中西餐厅、消遣场所、商场、公共洗手间等设施的位置，并讲清入住的留意事项.14、What should the local guide do before, during and after meals in order that meals for the group could be properly arranged?地陪在

35、用餐前、用餐时、用餐后要做什么工作？(1)Before meals，the local guide should check us things as place，time, number of dinner and per capita price for the meals and particular requests of the tourists，and try to make sure that all these have been properly arranged.(2)When the tourists are having their meals，the local gu

36、ide should go，once or twice，around the dining-room to answer questions of the tourists and to supervise the service of the restaurant.(3)After meals，the local guide must settle the bills strictly in accordance with the fixed per capita charge and the actual number of diners.(1)用餐前，要提早对用餐地点、时间、人数、标准、

37、特殊要求等。(2)用餐时，应巡察团队的用餐状况一两次，解答游客在用餐中提出的问题，并监视、检查餐厅的效劳质量。(3)用餐后，地陪要严格按实际用餐人数、标准及餐厅结帐。15、What is the right way for the local guide to deal with the recreational activity that is included or excluded in the groups scheduled program?地陪应怎样支配好旅行团支配内和支配外的文娱活动？(1)If the activity is included in the groups iti

38、nerary，the local guide is duty-bound to accompany the tourists to attend it and make them acquainted with performance.(2)If it is not included in the groups itinerary，for instance，if the tourists ask to watch a theatrical performance at their own expense，the local guide can help them with such thing

39、s as buying admission tickets or hiring a taxi but usually he has no occasion to keep them company.(3)When the group is staying in a large place of recreation，the local guide should advise the tourists against separating themselves from the group. He must also keep an eye on the movement of the tour

40、ists and the condition of the surroundings so as to be prepared for any contingency.(1)假如是支配内的文娱节目，地陪应陪伴前往，并介绍状况。(2)假如是支配外的活动，地陪一般予以帮助，但通常不陪伴前往。(3)当游客要去大型消遣场所活动时，地陪应提示游客不要走散，并留意其动向和四周的环境，以防不测。16、What should the local guide do when the group is going to leave the hotel?旅行团分开当地饭店前，地陪要做好哪些工作？(1)When th

41、e group is about to leave the hotel ，the local guide must collect all the heavy bags of the tourists for consignment if they have any.(2)Under normal conditions，he should go though the check-out formalities before 12;00 noon.(3)Before the group leaves，he should remind the tourists to pay the hotel b

42、ills and return the keys to the reception desk in case they should forget. When the tourists are all seated in the bus，he should carefully count the number of people and remind the tourists to check and make sure that they have nothing left behind in the hotel.(1)集体交运行李。如旅行团有行李托运，地陪要按商定的时间及领队、全陪、行李员

43、一起清点行李并检查行李的包扎状况。(2)办理退房手续。如无特殊状况，地陪在中午12点前办理退房手续。(3)集合登车。分开饭店前，地陪要询问游客及饭店的帐目是否结清，请游客将房间钥匙交回效劳台;集合登车，游客入座后，要细致清点实到人数，提示游客检查游客有无遗漏物品。17. What should the local guide do when the sightseeing tour of the day is coming to an end and the tourists are all seated in the bus on the way back to the hotel?在完毕一

44、天的巡游返回饭店的途中，地陪有哪些工作要做？On this occasion ,the local guide should review the sightseeing tour of the day , tell the tourists more in detail about what they have seen and answer their questions, if they have any.If the tour bus is not going the same way back to the hotel as it came out , the local guide

45、 should take acquaint the tourists with the sights passed by.Before the tourists get off the bus, the local guide should announce the program for the evening and for the next day, and tell them the time to leave and place to meet.On arriving at the hotel , the local guide should remind the tourists

46、to take all their belongings with them when they leave the bus.When the bus is parked, the local guide should be the first to get off the bus and stand at the door to say good-bye to the tourists while watching them getting off the bus.答：（1）返回饭店的途中，地陪应回忆当天参观、巡游的内容，必要时可补充讲解并答复游客的问询；（2）如旅行车不从原路返回饭店，地陪

47、应作沿途风光导游；（3）在游客下车前，地陪要预报晚上或次日的活动日程、动身时间、集合地点等；（4）提示游客要带好随身物品；（5）地陪要先下车，照看游客下车，并向他们道别。18. What are the three “outposts” that a tourist group has to pass through before it enters a foreign country?旅行团进入旅游目的地国家时，须要过哪“三关”？The three “outposts refer to the check-posts of the three authority organs of the

48、destination country , that is , the Customs, immigration and quarantine check-posts stationed at the city of entry to the destination country. (This means that, before the group is allows to enter the country , it must go through all the checking and examination formalities of the Customs, immigrati

49、on and quarantine authorities of the destination country.)答：就是要办理有关入境的三项检查手续：卫生检疫、证件查验、海关检查。19. How long before departure time must tourist groups arrive at the airport , train-station or pier so as to ensure that they will not lose the flight, train or ship?为了避开误机（车、船）事故的发生，导游送团时在时间支配上要留意什么？答：导游团送团时，应确保团队在飞机或车、船离站前抵达机场或车站、码头，具体要求是： In order that the tourist group will not risk losing the flight , train