導(dǎo)游服務(wù)能力100問(wèn)

目??錄 CONTENTS Unit?1???Basic?Requirements?for?Tour?Guides導(dǎo)游服務(wù)基本規(guī)范1 ?What?are?the?basic?guidelines?for?a?professional?tour?guide?導(dǎo)游服務(wù)的基本原則是什么？1 ?What?are?the?proper?manners?for?a?tour?guide?導(dǎo)游服務(wù)時(shí)應(yīng)該具有怎樣的行為規(guī)范？2 ?What?is?considered?the?proper?dress?for?a?tour?guide?導(dǎo)游員應(yīng)如何著裝？3 ?How?can?a?tour?guide?make?a?good?first?impression?導(dǎo)游員如何給客人留下良好的第YI印象？5?What?kind?of?psychological?preparation?should?a?tour?guide?go?through?before?starting?a?tour?接團(tuán)前，導(dǎo)游員應(yīng)有怎樣的心理準(zhǔn)備？6 ?What?kind?of?professional?qualities?should?an?English?tour?guide?have?英語(yǔ)導(dǎo)游員的業(yè)務(wù)能力主要包括哪些方面？8 ?As?a?tour?guide,?how?will?you?establish?a?good?relationship?with?tour?leads?and?drivers?地陪如何與領(lǐng)隊(duì)、司機(jī)建立良好關(guān)系？8 Unit?2???Meeting?a?Group 接站11?As?a?tour?guide,?what?kind?of?preparation?will?you?make?before?meeting?a?group?接團(tuán)前，地陪應(yīng)該做好哪些準(zhǔn)備工作？11 ?As?a?tour?guide,?what?are?you?supposed?to?do?before?meeting?a?group?at?the?airport?去機(jī)場(chǎng)接機(jī)前，地陪應(yīng)該做哪些準(zhǔn)備？12 ?As?a?tour?guide,?what?are?you?supposed?to?do?at?the?arrival?gate?of?the?airport?在機(jī)場(chǎng)接機(jī)時(shí)，地陪應(yīng)該注意哪些方面？13 ?How?will?you?avoid?picking?up?a?wrong?group?如何避免接錯(cuò)團(tuán)？14 ?How?will?you?avoid?missing?a?group?at?the?airport?or?the?railway?station?漏接事故應(yīng)如何預(yù)防？15 ?How?will?you?handle?the?luggage?at?the?port?of?entry?地陪應(yīng)該如何處理入境團(tuán)隊(duì)的行李？16 ?What?is?the?counting?technique?on?the?coach?在旅游車(chē)上如何清點(diǎn)客人人數(shù)？17 Unit?3???At?the?Hotel 住宿19?What?are?you?supposed?to?tell?your?group?on?the?way?from?the?airport?to?the?hotel?在從機(jī)場(chǎng)去酒店的途中，地陪應(yīng)向游客提供哪些信息？19 ?What?should?be?included?in?a?welcome?speech?歡迎詞應(yīng)包括哪些部分？20 ?Make?a?brief?welcome?speech. 致一個(gè)簡(jiǎn)短的歡迎詞。21 ?What?help?can?you?offer?when?the?group?is?doing?the?check-in?地陪應(yīng)該如何協(xié)助旅游團(tuán)辦理入住手續(xù)？23 ?What?will?you?do?to?deal?with?the?problem?that?a?tourist?fails?to?get?his?luggage?如客人在進(jìn)房后一段時(shí)間沒(méi)有拿到行李，地陪將如何 處理？24?What?will?you?do?if?one?of?the?tourists?refuses?to?share?a?standard?room?with?another?tourist?due?to?conflicts?or?different?living?habits?如果住同一標(biāo)間的兩位旅游者因鬧矛盾或生活習(xí)慣不同而要求住單間，地陪應(yīng)該如何處理？25 Unit?4???In?the?Restaurant 餐飲27?What?are?you?supposed?to?do?before?the?meal?餐前應(yīng)做哪些核對(duì)工作？27 ?What?kind?of?service?can?you?offer?in?the?dining?room?客人用餐時(shí)，導(dǎo)游應(yīng)提供什么服務(wù)？27 ?What?will?you?do?when?a?tourist?has?spe?dietary?requirements?for?religious?or?health?reasons?如游客因健康、宗教原因而提出特殊用餐的要求，應(yīng)如何 處理？29?What?are?you?going?to?do?when?you?find?some?tourists?are?allergic?to?certain?food?such?as?seafood?or?MSG?客人對(duì)某些食物過(guò)敏，如海鮮、味精，應(yīng)如何處理？29 ?What?are?you?going?to?do?when?tourists?want?to?buy?and?eat?some?local?snacks?sold?by?peddlers?at?scenic?spots?DANG*當(dāng)游客想品嘗景點(diǎn)里小販出售的小吃時(shí)，應(yīng)如何處理？30 ?If?a?food?poisoning?takes?place,?what?should?a?guide?do?如發(fā)生食物中毒，導(dǎo)游應(yīng)如何處理？31 ?What?will?you?do?if?one?of?the?tourists?insists?on?dine?alone?due?to?various?reasons?such?as?conflicts?with?other?members？ 由于旅游團(tuán)的內(nèi)部矛盾或其他原因?qū)е聜€(gè)別旅游者提出要單獨(dú)用餐，地陪應(yīng)如何處理？32 Unit?5???Sightseeing 游覽35?How?should?you?organize?visiting?activities?properly?for?a?day?導(dǎo)游員應(yīng)如何安排一天的行程？35 ?What?should?be?said?before?tourists?get?off?the?coach?for?a?tour?游客下車(chē)游覽前，地陪應(yīng)關(guān)照哪些事宜？36 ?What?will?you?tell?people?before?starting?a?tour?in?the?tourist?spot?景點(diǎn)游覽前，地陪應(yīng)關(guān)照哪些事宜？37 ?What?will?you?do?when?you?find?a?tourist?missing?after?free?time?activity?自由活動(dòng)結(jié)束后，如發(fā)現(xiàn)一位游客未按時(shí)歸隊(duì)，地陪應(yīng)如何處理？38 ?What?type?of?sanitary?facilities?are?preferred?by?tourists?in?a?tourist?spot?客人在景點(diǎn)對(duì)衛(wèi)生設(shè)施有什么要求？39 ?What?are?you?supposed?to?do?when?a?tourist?suddenly?has?sunstroke?如何處理游客中暑？40 ?How?to?prevent?sunstroke? 如何避免或防止游客中暑？41 ?Are?there?better?ways?that?we?can?share?with?tourists?to?take?good?care?of?their?passports,?money?and?valuables?如何使游客能更好地保管好自己的護(hù)照、現(xiàn)金及其他貴重 物品？41?What?will?you?do?if?tourists?want?to?visit?the?city?by?themselves?in?free?time?旅游者自由活動(dòng)時(shí)，地陪應(yīng)做好哪些協(xié)助工作？43 Unit?6???Transportation 交通45?How?will?you?deal?with?a?serious?traffic?accident?如何處理嚴(yán)重交通事故？45 ?What?help?can?you?offer?to?those?who?are?likely?to?suffer?from?carsickness?對(duì)易暈車(chē)的游客，可以提供何種服務(wù)？46 ?What?will?you?do?for?safety?when?the?group?is?traveling?by?coach?乘汽車(chē)旅行途中，為保障游客和自身安全，導(dǎo)游員應(yīng)該做些什么？47 ?What?will?you?do?if?someone?vomits?on?the?coach?如游客在車(chē)上嘔吐，地陪將如何處理？48 ?What?kinds?of?service?will?you?offer?when?tourists?are?getting?on?the?bus?客人登車(chē)時(shí)，導(dǎo)游員可以提供怎樣的服務(wù)？49 ?Traffic?jam?is?a?common?phenomenon?in?big?cities.?What?will?you?do?to?win?cooperation?of?tourists?when?your?group?is?stuck?in?traffic?jam?大城市堵車(chē)是常見(jiàn)的現(xiàn)象。如何讓客人在遇到堵車(chē)時(shí)心平氣和，并接受由此可能帶來(lái)的游覽時(shí)間的變化？50 ?What?will?you?do?to?attract?the?attention?of?tourists?who?keep?talking?loudly?when?you?are?giving?presentation?on?the?coach?在車(chē)上講解時(shí)，有客人大聲喧嘩影響講解效果，你會(huì)如何 處理？51Unit?7???Shopping?and?Entertainment 購(gòu)物與娛樂(lè)54?What?is?considered?a?good?shopping?tour? 什么樣的購(gòu)物活動(dòng)才能被認(rèn)為是一次愉快的享受？54 ?What?advice?will?you?give?to?tourists?before?a?shopping?expedition?購(gòu)物前，地陪可以向客人提供哪些建議？55 ?What?should?you?do?on?a?shopping?tour? 客人購(gòu)物時(shí)，地陪應(yīng)注意哪些問(wèn)題？56 ?What?should?you?do?when?some?tourists?want?to?buy?traditional?Chinese?medicine?如游客想要買(mǎi)中藥，地陪如何處理比較妥DANG*當(dāng)？56 ?What?should?you?do?when?some?tourists?want?to?buy?antiques?如游客想要買(mǎi)古董，地陪如何處理比較妥DANG*當(dāng)？57 ?What?kind?of?services?will?you?provide?for?entertainment?program?地陪應(yīng)如何做好文娛活動(dòng)的服務(wù)工作？58 ?If?the?group?ask?to?change?the?theatrical?performance?in?the?itinerary?to?another?show,?how?will?you?deal?with?it?若合同中，旅行社已安排觀賞文藝演出，旅游者卻要求替換觀看另一演出，地陪應(yīng)如何處理？59 What?will?you?do?when?some?tourists?think?a?silk?carpet?is?expensive?and?ask?for?your?advice?客人想購(gòu)買(mǎi)地毯卻認(rèn)為價(jià)格較高，就此事向?qū)в螁T咨詢，導(dǎo)游員該如何處理？60 Unit?8???Spe?Care?for?Spe?Groups 特殊游客群體服務(wù)63 What?kind?of?service?will?you?provide?for?senior?tourists?如何做好老年游客的服務(wù)工作？63 What?kind?of?service?will?you?provide?for?religious?group?如何接待宗教團(tuán)體游客？64 What?kind?of?service?will?you?provide?for?those?who?come?for?conventions?如何為會(huì)展客人提供服務(wù)？65 What?spe?attention?should?a?tour?guide?pay?to?children?tourists?帶團(tuán)旅游過(guò)程中，如何做好兒童游客的服務(wù)工作？66 What?are?the?characteristics?of?the?professional?delegation??How?will?you?conduct?the?tour?考察旅游團(tuán)具有哪些特征？導(dǎo)游員在提供服務(wù)時(shí)需要注意哪些問(wèn)題？68 What?kind?of?service?should?a?guide?provide?for?the?adventure?tour?group?導(dǎo)游員應(yīng)如何為探險(xiǎn)旅游團(tuán)提供導(dǎo)游服務(wù)？69 What?are?the?general?psychological?characteristics?of?disabled?tourists??And?what?kind?of?service?will?you?provide?for?them?殘障旅游者普遍的心理特征有哪些？對(duì)此導(dǎo)游員應(yīng)提供怎樣的服務(wù)？70 Unit?9???Foreign?Individual/Independent?Tourist?(FIT)散客服務(wù)73What?are?the?characteristics?of?FIT??How?to?do?a?good?job?in?picking?up?FIT?FIT有哪些特點(diǎn)？如何做好FIT?的接站工作？73 What?can?be?the?possibilities?if?you?fail?to?see?the?tourists?show?up?at?the?arrival?gate?after?waiting?for?a?long?time?and?how?to?deal?with?the?problem?一般沒(méi)有按時(shí)接到客人會(huì)出現(xiàn)哪幾種可能，如何應(yīng)對(duì)？74 What?are?you?supposed?to?do?before?you?say?good-bye?to?tourists?and?leave?the?hotel?在賓館離開(kāi)散客前，陪同還應(yīng)做哪些事情？77 When?an?FIT?ask?you?to?take?him?to?some?unhealthy?entertainment?site?(eg.?a?vice?establishment),?what?will?you?do?DANG*當(dāng)客人提出要求去不健康的娛樂(lè)場(chǎng)所（如場(chǎng)所）時(shí)，地陪應(yīng)如何應(yīng)對(duì)？78 Unit?10???Individual?Requests 旅游者個(gè)別要求的處理80 How?should?a?tour?guide?deal?with?individual?request?導(dǎo)游員應(yīng)如何處理客人的個(gè)別訴求？80 What?will?you?do?when?a?tourist?wants?to?end?his?tour?ahead?of?schedule?如游客提出提前結(jié)束旅游，地陪應(yīng)如何處理？82 If?a?tourist?wants?to?buy?something,?but?unfortunately?it?is?currently?out?of?stock.?He/She?asks?you?to?assist?in?the?purchase?and?arrange?for?the?shipment?when?it?is?available.??What?is?the?best?way?to?deal?with?this?situation?如游客所需商品暫時(shí)缺貨，游客請(qǐng)求導(dǎo)游代為購(gòu)買(mǎi)并郵寄商品，如何處理比較妥DANG*當(dāng)？83 What?will?you?do?if?one?tourist?wants?to?change?his/her?room?游客要求換房，地陪應(yīng)如何處理？84 What?will?you?do?if?one?tourist?wants?to?skip?part?of?the?program?如有游客想放棄部分景點(diǎn)，地陪該如何處理？85 What?will?you?do?when?some?tourists?want?to?add?something?into?the?program?如有游客要求增加景點(diǎn)，地陪該如何處理？85 What?will?you?do?if?most?of?the?tour?members?want?to?skip?one?tourist?attraction?in?the?itinerary,?but?there?are?still?tourists?who?want?to?keep?the?original?program?如大多數(shù)游客希望取消行程安排中某一景點(diǎn)，但仍有少數(shù)游客要求按照原行程活動(dòng)，地陪應(yīng)如何處理？87 Unit?11???Incidents?Handling 應(yīng)急問(wèn)題處理90What?will?you?do?if?you?find?that?the?tourists’?itinerary?is?different?from?yours?如地陪手中日程與客人的日程不符時(shí)，應(yīng)該怎么辦？90 If?you?arrive?late?to?meet?the?tourists,?what?will?you?do?to?make?up?for?the?mistake?如果地陪因個(gè)人原因未能及時(shí)抵達(dá)機(jī)場(chǎng)迎接游客，應(yīng)如何彌補(bǔ)過(guò)失？91 How?will?you?handle?the?loss?of?luggage?at?the?port?of?entry?如何處理在入境口岸行李丟失？91 How?to?handle?the?loss?of?personal?belongings?如何處理游客個(gè)人物品丟失？93 If?a?tourist?can’t?locate?his/her?passport,?what?kind?of?help?can?you?offer?游客遺失護(hù)照，地陪可以提供哪些幫助？94 How?will?you?deal?with?someone?who?is?seriously?ill?如何處理游客生病的問(wèn)題？96 In?case?of?fire,?how?can?a?tour?guide?react?properly?如遇到火災(zāi)，導(dǎo)游應(yīng)如何應(yīng)對(duì)？98 As?a?local?guide,?what?are?you?going?to?do?if?the?group?misses?a?flight?如旅行團(tuán)誤機(jī)，地陪應(yīng)該如何補(bǔ)救？100 What?can?you?do?if?the?group?misses?the?train?如旅行團(tuán)誤了火車(chē)，地陪應(yīng)如何處理？101 Unit?12???The?Art?of?Managing?a?Tour導(dǎo)游帶團(tuán)藝術(shù)104What?will?you?do?if?the?questions?raised?by?tourists?are?beyond?you?如果無(wú)法回答客人提出的問(wèn)題怎么辦？104 What?will?you?do?if?tourists?insist?on?discussing?some?sensitive?topics?如果客人抓住敏感問(wèn)題緊追不放怎么辦？105 How?can?you?tell?tourists?the?importance?of?punctuality?in?a?smart?way?你會(huì)用何種方式告知客人守時(shí)的重要性？107 List?some?possible?reasons?that?tourists?might?complain.列舉一些可能會(huì)引發(fā)客人投訴的原因。108 How?do?you?deal?with?complaints? 如何應(yīng)對(duì)游客投訴？110 What?will?you?do?when?someone?blames?everything?unpleasant?on?you?DANG*當(dāng)游客將所有不滿歸因至導(dǎo)游，導(dǎo)游應(yīng)如何對(duì)待？111 How?will?you?establish?a?good?relationship?with?the?central?figure?of?the?group?導(dǎo)游員帶團(tuán)中該如何處理好與游客中的“中心人物”的關(guān)系？?113How?can?a?guide?recognize?the?central?figure?in?the?group?quickly?導(dǎo)游員如何快速辨別出旅行團(tuán)的“中心人物”？113 Unit?13??The?Tour?Lead?and?the?National?Guide領(lǐng)隊(duì)與全陪116What?are?the?differences?between?a?tour?lead,?a?national?guide?and?a?local?tour?guide?領(lǐng)隊(duì)、全陪、地陪有何區(qū)別？116 What?should?a?tour?lead/national?guide?do?when?the?group?has?arrived,?but?your?local?guide?fails?to?show?up?團(tuán)隊(duì)抵達(dá)時(shí)無(wú)人接站，領(lǐng)隊(duì)/全陪應(yīng)如何處理？118 What?should?a?tour?lead/national?guide?do?to?avoid?tourists?missing?the?plane?in?the?waiting?hall?of?the?airport?領(lǐng)隊(duì)/全陪在機(jī)場(chǎng)候機(jī)大廳如何防止客人誤機(jī)？119 Under?what?circumstances,?should?a?tour?guide?need?the?tour?lead/national?guide’?help?and?support?導(dǎo)游員在哪些工作環(huán)節(jié)尤其需要領(lǐng)隊(duì)/全陪的配合？120In?what?situation?should?the?tour?lead/national?guide?actively?cooperate?with?the?local?guide?領(lǐng)隊(duì)/全陪要在哪些環(huán)節(jié)積極配合地陪的工作？121 What?are?the?duties?of?a?national?guide? 全陪的工作程序有哪些？121 Unit?14???Hotel?Check-out?and?Departure 離店與送站124What?will?you?do?to?help?tourists?check?out?of?the?hotel?如何協(xié)助辦理離店手續(xù)？124 What?will?you?do?when?you?find?a?tourist?missing?in?the?hotel?before?departure?在賓館，出發(fā)前發(fā)現(xiàn)少了一名游客，地陪應(yīng)如何處理？125 When?should?you?arrive?at?the?airport?with?a?departing?group??When?should?a?group?arrive?at?the?railway?station?to?await?a?departure?旅行團(tuán)應(yīng)在飛機(jī)起飛前多少時(shí)間到達(dá)機(jī)場(chǎng)？應(yīng)在火車(chē)出發(fā)前多少時(shí)間到達(dá)火車(chē)站？127 What?are?you?supposed?to?do?when?you?are?seeing?a?group?off?at?the?airport?旅游團(tuán)離港赴下一站前，地陪應(yīng)做哪些工作？128 What?should?be?included?in?a?farewell?speech?歡送詞應(yīng)包括哪些部分？129 Make?a?brief?farewell?speech. 致一個(gè)簡(jiǎn)短的歡送詞。129 What?will?you?do?if?the?group?has?to?end?the?tour?ahead?of?schedule?due?to?certain?reasons?如何處理旅行團(tuán)因故提前結(jié)束行程？130 What?do?you?need?to?do?after?the?group?leaves?旅游團(tuán)離開(kāi)后，地陪還需做哪些工作？131 Appendix附錄134附錄1：《中華人民共和國(guó)旅游法》137 附錄2：《中華人民共和國(guó)旅游法》（英文版）163 附錄3：《旅行社老年旅游服務(wù)規(guī)范》205