导游服务规范能力.docx
- 文档编号:13348833
- 上传时间:2023-06-13
- 格式:DOCX
- 页数:31
- 大小:37.41KB
导游服务规范能力.docx
《导游服务规范能力.docx》由会员分享,可在线阅读,更多相关《导游服务规范能力.docx(31页珍藏版)》请在冰点文库上搜索。
导游服务规范能力
导游规范服务能力Guides’abilitesforstandardService
旅游团队导游服务集体是怎样组成的?
他们之间怎样才能建立起良好的协作关系?
一.Whatisaatourguideservicegroupcomposition?
Howtofrimagoodcooperativerelationshipinthegroup?
1.Atourguidegroupiscomposedofanationalguide,alocalguideandatourleader.Anationalguidewhotravclswiththetourthroughoutchinarepresentsthelocalageneywhichorgationalthetrou.Alocalguiderepresentsthelocalagencywhichreceivethetourandatourleaderrepresentstheagencyfromwhichthetouristscome.
2.Thoughtheyworkfordifferentagencies,theyhavethefundamentforcooperationwhenserveforthesametour.
a)theyhavethesameobjectofwork-touristsinthesamegroup.
b)theyhavethesametask–carryoutthetravelplan,arrangeandmakesureeverytravelservice.
c)Theyhavethesamegoal–organizethetravelactivitiesforthetourmembersandsupplygoodservicestosatisfythem.
3.Infact,thecooperationamongthetourguidesisthecooperationamongthethreetravelagencise.Theymustdotheirworkaccordingtotheagreementsignedamongtheagenciesandtheagreementsigendbetweentheagencyandthetourists.
4.Theyshouldworkhardandtrytheirbesttoserveforthetourists,smooththeirway,carefortheirwefare,answertheirquestionsandgivethemawonderfullandrewardingexperienceduringtheirstay.
5.Whentheguidesworktogether.Eachofthemshouldaskfortheothers’cooperation.Theyshouldcommunicatewhiteachother,changeideasandworkonthesameidea,respecttwoother’rightsandbenefits.Foundarelat.
6.Onlybodoingthese,cantheyformagoodtourguidegroupandsupplythebestservicetothetourmembers.Andallofthemwillhaveagoodtime.
什么是接待计划?
你作为地陪阅读熟悉接待计划时,应当弄清旅游团队哪些情况?
二.What’sthereccptionplan?
Whenyoureaditasalocalguide,whatshouldyouknowboutthetravelgroup?
Areceptionplayisasignedagreement.Intheagreement,theagencywhichoranizethetourasksthelocalreceptionagencytoorganizeandmakesurethetouractivities.It’sthemainfoundaionfromwhichatourguideknowsthegroup’sconditionandthearrangementofthetourist’sactivities.
Asalocalguide,Imustknowsomecnditions.
1.Thetotalconditionofthegroup.Thenameoftheagencywhichorganizethetour.Liaisonman’snameandhis/hertelephonenumber.Thenumeoftheagencyinthebountrywhichtouristscomefrom.Thenationalityofthetourists.Thelanguagetheyuse.Thenameofthetourgroupandalsothecode,codenumberinthecomputer.Thechargestandard(deluxe,standard,economic).Tourleader’sname.
2.tourmember’scondition.Howmainytouristsithastheirname,profession,sexand,religion.
3.Routeandvehicle,Thewholeroute,cntryandexitpoint,vehicle,thearrivingandleavingairplane(raily,ship)’sflightnumber,timelocation.
4.Traffictickets,Makesurethetrafficticketstothenextdestinationarebookedinadvanceasplaned.Makesureifthere’resomechangeandthestatusafterchange.Iftheyhavethereturntickets.Iftheyhavetheinter—regionaltickets.IsoutgoingticketsOK—ticketsorOPEN-tickets.
5.Specialdemandsandtheforbidden,Specialdemandsinaccommodation,cars,travel,breakfast.Theaging,unhealthy,disabledwhoneedspecialcare.
6.Ifitneedtogettravelingpermitinadvance.
7.Howtopaytheairconstructionfees.Paidbythelocalagencyorganizedthetour,paidbythetouriststhemselves.
在旅游团抵达的前一天,地陪应当与有关人员一起检查各项接待工作的落实情况,具体说说包括哪些事宜?
除此以外地陪个人还应当做好哪些准备工作?
三.Thedaybeforethetour’sarrival,thelocalguideshouldcheckthereceptionworkwithotherpeople.Whatshouldtheydo?
Andwhatshouldthelocalguidepreparepersonally?
Thedaybeforethetour’sarrival,Ishouldchecktomakesurethepreparationfortraffic.Accommodation,baggageandsoonwithotherpeople.
1.makesutrtheitinerary,Daytimesightseeing,activities,ontheeveringshppingandindependentactivities.Andsoonifthere’resomethingwrong,connectwiththeagencyandmakenecessarychange.
2.makesurethecoach.connectwiththetravelcoachcompanytomakesurethenumberofthepassengers’seats,thenumberandthedriver’sname.
3.makesuretheaccommodation.Thehotel’slocationandcondition.Ifbreakfastisincluded.
4.theluggagehandlingfacilities
5.knowtheunfamiliarscenicspotsinadvance.Location,toilrt,opentime,route.
6.telephonenumberssforconnection.
7.connectwiththenationalguidetomakesuretheplaceandtimetoreceivethetour.
Asalocalguide,Imustdosomepersonalpreparations
1.preparationsforthematerials
2.languageandknowledge.doeverythingpossibletobecomeknowledgeaboutthecitiesandsitiesincludedinitinerary
3.preparationsforoutlooking.clotesshouldbeneatandtidyandingoodcondition.it’snecessarythatthetourguidemaintainaneatandcleanappearanceatalltimes.Asthesayinggoes“clothesmaketheman”
4.preaparationsinpsychology.bereadyforhardworkandthetourists’complaint
欢迎辞并进行首次沿途导游
四.Givethewelcomingspeechandguideintheeaytothehotel
Ladiesandgentlemen:
WelcometoTianjin!
MayIintroducemyChinesecolleaguestoyou?
ThisisMr.WangfromChinaintermationalTravelService(CITS).HewilltravelwhityouthroughoutthetripinChina.ThisisMr.Yang,ourdrivel.Hisbusnumberis2350.mynamesi……..I’mfromTianjinYouthIntermationalTravelSevice.I’llbeyourguideduringyoutstayinTianjin.Ifyouhaveanyspecialinterest,pleasetellyourleader,andhewillletusknow.Myjobistosmoothyourway.careforyourwelfare,trymybesttoansweryourquestions,beyourguidoandintorpreter.I’lltrymybest.Wehighlyappreciateyourunderstandingandcooperation.Itsimysincerenopethatyouwillenjoyyourbisit.Thankyou!
Now,is9:
00accordingBeijingtime.I’dliketosaysomethingaboutTianjin.Tianjinisapleasantplacetobisitaswellastodobusiness,toshop,todineortobeentertained.Tianjinisbothanancieatandayongcity..asacitywithwithahistoryofnearly600yearsasanexclusiveunit,Tianjindevelopsrapidly.Inthefollowingdays,we’llvisitlotsofbeautifulsightseeing,nkeFoodstrect,AncirntCultureStrect,theMountpan,theHuangYaPassGreatWall.Nowpayattention.OnthelefthandistheTianjianRailwayStation.OntherighthandistheJieFangBridgeonHaiheriber.EverybodyknowsthefamousAfTower.JieFangBridgewhichwasalsobuiltbyFrenchisanbridgemadeofirontoo.Andit’stheonlyironbridgeinChina.TheriverweseeistheHaiheRiver.ItrunsacrossthecityofTianjinandifnallygoBohaiSea.It’ssoimportanttopecopleherethatweallitmotherriver.
Thehotel,we’regoingtolivein–Hyatt-isjustbythesideofHaiheriver.Soithasagoodscenic.hyattinChina.Asafour-starhotel,itowns452hotelrooms.
It’sfamousfomousforitscomfortandservice.Nowlet’shavearestwe’llarriveHyattHotelinabout10minutes.Thankyou!
旅游团抵达下榻饭店后,地陪应做好哪些方面的工作?
五.Whatthetourarriveatthehotel,thelocalguide’sjobistoassistthenationalguideandthetourleader.
1.assisttheeadertandthenationalguidetocheckininthehotelsendouttheroomcard,Makesuretoknowtheroomnumberoftheeacrt,nationalguideandthetourmembers.Andtellroomnumberandtelephonenumbertothemforcommunicateifnecessary.
2.introducethehotelfaclitiestothemembers.Suchasmoneyexchangerestaurant(ChinaeeandEuropean),entertainment,center,shoppingcentor,andotherthingstopayattentionto.
3.havethefridtmealwiththetour,Introducetherestaurant’slocation,opening-timeandmenu.Introducetheleadertothemanageroftherestaurantandtellhimthespecoaldemandsofthetour.
4.announcetheitinerary,gatheringtimeandplace.
5.whatarewiggesarenexttothehotel,checktheluggageandmakesurethebellmantosendtheluggagetothetourmembers’roomintime.
6.arragethemorningcall.Discussthetimeformorningcallwiththeescatandthenaktheleaderannouncethetoue.Theninformthethefrontdesk.
六.地陪为什么要与领队核对商定活动日程?
核对商定日程一般会出现哪三种情况?
地陪如何答对?
应采取什么相应措施?
whyshouldlocalguidechecktheitinerarywiththeleader.Whatkindofoccasionwillhappen?
Whatshouldyoudo?
aftersettlingthetourgroupintheirroomsathotel,theguidesshouldgooverentireprogram
withtheforeignescort,andadiustitifnecessary(orpossible).Goovertheitineraryisthefriststepitineraryisthefriststepofcooperationbetweentheguideandtheeseave.Thoughtheschedulewasarrangedbytheagencypriortothearrivalofthetour,it’snecessarytoreconmingit.Thetouristshavethetighttogooverthescheduleandgivesomeadvcess.
Thetourleaderneedshelpfromourlocalguide.Andit’shisresponsibilitytocheckandannouncetheitinerary.
Tothespccialtourgroup,it’sevenmoreimportanttogoovertheschedulesincetheyhavesomespecialgoalsduringthevisit.
Ifthere’ssomethingunfit,thelocalguideshouldadjustitifpossible.
1.theescortorthevisitorwanttomakesomechangetotheitineraryoreddnewactivities.Theloalguideshouldlettherecentionagencyknowthesituationandthemeetthe.Iftheactivitiseneedextrapayment,youhouldtelltheescatottouristsfirstandthengatherthepayment.Ifminorchangesareneeded,connectyourTravelServicetomakesurethosechangesifpossible.Ifcan’tmeettherequire,holdexplainthereasontotheleader\touristscarefully.
2.iftheirrequestsisunfittothefromeritineraryandhavesomethingtodowiththerecepionscale.Shouldrefusetherequest.Thelocalguidewillgivetheexplanationthatweshouldasktheaccrdingtothecontuct.Ifthere’saspecialreasonraisedbytheleader.Youshouldasktherec
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 导游 服务 规范 能力