导游服务规范英语.doc

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 train?
（1）The name and telephone number of the tour operator leader or national guide. The name of the organizer 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 to take.
（4）For an inbound tourist group ,he must also know the name of the overseas tour organizer travel service，the group name or code in 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.

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 group's transport tickets for the next destination which have been booked according to schedule. Make sure that if they or have they been changed? And has the changed booking been confirmed?
(2)Make sure that ifAre there are any return tickets for the group?
(3)Do Make sure that whether the tourists hold have international air-tickets for domestic flightairline?
(4)Are Make sure the status of guest’s international airlinethe group's tickets, , i.e. transport tickets for leaving the country, confirmed Ok or do they still remain oOpen?

3、In what ways must the local guide makeWhat kind of preparations should a tour guide make beforefor conducting a group in respect to language and knowledge ?
(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 tour guide, he or she should get ready for way of expressing himselfmethods.
(2)For a tourist group that is composed of people in a special trade, the local guide must try to acquaint himself with the knowledge and technician termswords and expressions off their specialty.
(3)In addition，the local guide must be well prepared for questions about hot talkscurrent topics of the town，important news at home and abroad and any other subjects that the tourists may be interested in.
(4)If there are some scenic spots that the local guide isn’t familiar with 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.

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 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 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.

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)According Express your warm welcome for the tourists a welcome for their ’ 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、What things should be mentioned when the local guide is telling 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 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 group，especially those of the tour escort and the national guide. He also tell the tour escort and the national guide his own room number and telephone number so that they may reach contact each other in time of need if necessary.

8、what should the local guide do if the tour escort or the national guide proposed to make a small change of the tour arrangement or add some new projects?minor
(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 the charge 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、in what way should theHow can a local guide collect the consigned luggage of the group that has just arrived?
(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 should count to get the right number of luggage pieces and then hand them over to the luggage man of the local travel service through necessary procedures. together with the tour escort and the national guide.
(3)if something is missing or damaged，he should help the owner to approach turn to relevant departments concerned to report and register the loss luggage or claim compensation for the any damageddamage.
10、what should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?
On this occasiooccasion, n the local guide should advise 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、What are the main points thatshould need the local guide ’pays attention in order to in regard totake care of the travel certificates of the tour escort and other tourists?
(1)Under In normal conditionssituations，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 the group leaves，the local should check his own belongings to see if he has kept any of the group’s passports or other papers andof the group members，if any，he 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 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 get passports and Customs declaration forms readily available for examinations 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 the local travel service and the hotel and the number of the tour bus，that and they must not wander too far away from the group while it’s he is moving on，and that they must not come back to the hotel too late if they leave the group to stay behindhave some activities apart from the group 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 of such things as the route of the tourday, 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 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 guide's explanatory speeches must be interesting enough to attract the 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 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.

14、What should the local guide do before, during and after meals in order thatto make sure the meals for the group could be properly arranged?
(1)Before meals，the local guide should check us things as the 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 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 actual number of diners.

15、What is the right way for the local guide to deal with the recreational activity activities that is included or excluded in the group’s scheduled program?
(1)If the activity is included in the group’s itinerary，the local guide is duty-bound toshould accompany the tourists to attend it and make them acquainted with the performance.
(2)If it is not included in the group’s itinerary，for instance，if the tourists ask to watch a theatrical performance at their own expense，the local guide can help them with such things asto buying admission tickets or hiring call a taxi, but usually he has no occasion towon’t keep cthem company them.
(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 tourists and the condition of the surroundings so as to be prepared for any contingencyemergency.

16、What should the local guide do when the group 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 situationsUnder 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 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. 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 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 should take acquaint introduce the tourists with 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 the timewhen to leave and whereplace to meet for the meetnext 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 while watching them getting off the bus.

18. What are the three “outposts” passes that a tourist group has to pass go through before it entersing a foreign country?
The three “outposts’ passes refer to the three check-posts procedures of the three authority organs before enteringof the destination country , that isis , the Customs, immigration and quarantine examination check-posts stationed at the city of entry to the destination country. (This means that, before the group is allows 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 thebefore departure time must tourist groups arrive at the airport , train-station or pier dock before departure time so as to ensure that they will not lose miss the flight, train or ship?
In order that the tourist group will not risk losing 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 pier dock at an earliest possible timeahead of time departure time .Specific requirements are:
(1) If the flight is an international flight or is destined for a coastal city , the group must get to 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 the 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……
If the local guide suggest a change in the itinerary ,the national guide tour guide must insist that tits to the order of places of tourist he order of tour can be changed but none of the items in the program can be omitted .When occasion requ