【最新】导游服务规范1(英语).pdf

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1、-可编辑导游服务规范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

2、train?（1）The name and telephone number of the tour leader or national guide.The name of the organizer tour 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 to take.（4）For an

3、 inbound tourist group,he must also know the name of the overseas tour organizer travel service，the group name or code in foreign language,the name of the tour escort,the language,nationality and religious belief of the tourists and the entry and exit cities of the group.2、What are the main points t

4、hat the local guide of an inbound tour group must get to know about the transport tickets for the group?(1)Have the groups transport tickets for the next destination which have been booked according to schedule.Make sure that if they have been changed?And has the changed booking been confirmed?(2)Ma

5、ke sure that if there are any return tickets for the group?(3)Make sure that whether the tourists have international air-tickets for domestic airline?-可编辑(4)Make sure the status of guests international airline tickets,Ok or Open?3、What kind of preparations should a tour guide make before conducting

6、a group in respect to language and knowledge?(1)Before the group arrives,the local guide must familiarize himself with the materials on the places that the group is going to visit.For an English tour guide,he or she should get ready for expressing methods.(2)For a tourist group that is composed of p

7、eople in a special trade,the local guide must try to acquaint himself with the knowledge and words and expressions of their specialty.(3)In addition，the local guide must be well prepared for questions about current topics，important news at home and abroad and any other subjects that the tourists may

8、 be interested in.(4)If there are some scenic spots that the local guide isnt familiar with，he must try his best to familiarize himself with them beforehand.4、How can the local guide make sure that the group he met in the airport or train station is the very one he is to meet?(1)The local guide must

9、 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 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

10、 inquire of the tourists-可编辑their nationality，the name or code of the group，and the number of people and the main itinerary of the group.5、Try to make a welcome speech to a tourist group in the name of a local guide.The following points should be included:(1)Express your warm welcome for the tourist

11、s visit to your city on behalf of 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.6

12、、What things should be mentioned when the local guide is introducing the tourist the general conditions of his city?（1）The city s climate，population，administrative division，social life，cultural tradition，special products and its history.（2）In the meantime，he should take occasion to tell the tourists

13、 something about the city s developments in economy and municipal construction as well as the streets and important buildings along the way.7、How can the local guide keep in touch with the tourists after the group has checked in at the hotel?The local guide must write down the room number of the gro

14、up，especially those of the tour escort and the national guide.He also tell the tour escort and the-可编辑national guide his own room number and telephone number so that they may contact each other in time if necessary.8、what should the local guide do if the tour escort or the national guide proposed to

15、 make a small change of the tour arrangement or add some new projects?(1)The local guide should report the matter to the travel service leader 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 the c

16、harge in advance and must collect the money at the set price.(3)If it is difficult or impossible to meet their demand,he must give them a clear explanation and patiently persuade them to follow the original program.9、How can a local guide collect the consigned luggage of the group that has just arri

17、ved?(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)he should count the right number of luggage and then hand them over to the luggage man of th

18、e local travel service together with the tour escort and the national guide.(3)if something is missing or damaged，he should help the owner to turn to relevant departments to register the loss luggage or claim compensation for any damage.10、what should the local guide remind the tourists to do when t

19、hey are going to-可编辑leave the bus for sightseeing?On this occasion,n the local guide should remind the tourists to remember the model，color，number and special sign of the tour bus.He should also tell them where the bus will be parking and what time they will be leaving for the next destination.11、Wh

20、at should the local guide pay attention in order to take care of the travel certificates of the tour escort and other tourists?(1)In normal situations，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 fin

21、ished using them.(2)On the day before the group leaves，the local should check his own belongings to see if he has kept any passports or other papers of the group members，if any，he should hand them back personally without delay.(3)Some hotels request that the tour escort should leave this passport at

22、 the reception department when 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.(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 get pas

23、sports and Customs declaration forms ready for check by the Customs and immigration officers.12、How can the tour guide ensure that the tourists will not get lost?(1)The local guide must request that the tourists should bear in mind the names of-可编辑the local travel service and the hotel and the numbe

24、r of the tour bus，and they must not wander too far away from the group while he is moving on，and they must not come back to the hotel too late if they have some activities apart from the group or go out of the hotel by themselves.(2)During the sightseeing tour,the local guide should often announce t

25、he itinerary of the day so as to keep the tourists informed of the route of the day,the time and places for meals,the time and places to assemble and the parking places 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

26、the group.(4)The local guide,the national guide 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 th

27、e tourists attention so that they would not wander away from the group.13、What should the local guide tell the tourists when the group is going to check in at the hotel?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

28、find the place for entertainment and the locations of the stores，public toilets and the Chinese and Western-food restaurants and so on.In addition，he should also make the tourists acquainted with matters deserving their attention while staying in the hotel.-可编辑14、What should the local guide do befor

29、e,during and after meals to make sure the meals could be properly arranged?(1)Before meals，the local guide should check the place，time,number of dinner and per capita price for the meal and particular requests of the tourists，and try to make sure that all these have been properly arranged.(2)When th

30、e tourists are having their meals，the local guide 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 act

31、ual number of diners.15、What is the right way for the local guide to deal with the recreational activities that is included or excluded in the groups scheduled program?(1)If the activity is included in the group s itinerary，the local guide should accompany the tourists to attend it and make them acq

32、uainted with the 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 to buy admission tickets or call a taxi,but usually he won t company them.(3)When the group is staying i

33、n 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 tourists and the condition of the surroundings-可编辑so as to be prepared for any emergency.16、What should the local guide do when the gr

34、oup is going to leave the hotel?(1)When the 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)In normal situations，he should go though the check-out formalities before 12;00 noon.(3)Before the group leaves，he should

35、remind the tourists to pay the hotel bills 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.17

36、.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?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 a

37、nd answer their questions,if they have any.If the tour bus is not going the same way back to the hotel,the local guide should introduce the sights passed by.Before the tourists get off the bus,the local guide should announce the programs for the evening and for the next day,and tell them-可编辑when and

38、 where to meet for the next time.On arriving at the hotel,the local guide should remind the tourists 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 whil

39、e watching them getting off the bus.18.What are the three passes that a tourist group has to go through before entering a foreign country?The three passes refer to three check procedures before entering the destination country,that is,the Customs,immigration and quarantine examination.(This means th

40、at,before the group is allowed to enter the country,it must go through all the checking and examination formalities of the Customs,immigration and quarantine authorities of the destination country.)19.How long should the tour group arrive at the airport,train-station or dock before departure time so

41、 that they will not miss the flight,train or ship?For fear of missing the flight,train or ship,the tour guide must manage to ensure that his group will arrive at the airport,train station or dock ahead of time departure time.Specific requirements are:(1)If the flight is an international flight or is

42、 destined for a-可编辑coastal city,the group must get the airport 2 hours before departure time;(2)For domestic flight,90 minutes before departure time.(3)For train and ship,one hour before departure time.20.On what principle must the national guide insist when discussing the sightseeing program with t

43、he local guide?The national guide s duty is to ensure that the tour itinerary worked out by the tour organizer will be fully implemented by the tour executor travel service.So tour guide must insist that the order of places of tourist can be changed but none of the items in the program can be omitte

44、d.When occasion requires,he should report the matter to the tour organizer travel service.In case the local guide proposes to add item with extra charge,the national guide must get the common consent of the group before he agrees to the proposal.21.What is the national guide required to do when the

45、group arrives at a destination city?Every time the group arrives at a destination city,the national guide is duty-bound to do following things:(1)To acquaint the local guide with information of the group so as to help him with his work(2)To supervise the service of the local travel company and,if ne

46、cessary,put forward some suggestions;-可编辑(3)To take care of the touristss safey and do some prevention and any possible accidents and to solve problems arising from accidents,if any(4)To give advice to the tourist when they are shopping(5)And,to make contacts with people concerned,especially with th

47、e travel service in the nest destination city,so that the group may travel smoothly 22.What role does the national guide play in the group and what are his responsibilities?The national guide is the representative of the tour organizer travel service.He must join the group throughout journey and tak

48、e part in all its activities,His duty is make the whole trip of group well connected between destination cities along the route of the journey,to supervise the service of the local travel companies to ensure that the set itinerary for the group will be carried into effect,and to coordinate and harmo

49、nize the relations between the tour escort,the local guide and the driver.23.In what ways must the national guide supervise the shopping arrangements for the group and how should he help he tourists to do shopping?(1)If the local guide has arranged too many times for the group to do shopping and if

50、shopping has taken up too much of the time for sightseeing,the national guide must advise the local guide against the arrangements.(2)When the tourists are shopping,the national guide should advise to them to examine the price and quality of the articles they are thinking of buying,so that-可编辑they w