旅游英语接待与送别旅客.ppt

Tourism EnglishTourism EnglishUnit1MeetingonArrival&SeeingoffonDeparture 1 1大家好大家好Lecture Time AssignedLecture Time Assigned2 2大家好大家好LearningObjectivesn nGettoknowthetourguidesprincipledutiesn nMasterhowtoreceivetouristsattheairportn nLearntowriteawelcome&farewellspeech3 3大家好大家好ATourGuiden nsomeoneassignedbyatravelservicesomeoneassignedbyatravelservicen ntoorganizetoorganizen ntoconductatriptoconductatripn ntotakecareofeverydetailofatourtotakecareofeverydetailofatourn napersonthattheguestspayfortheapersonthattheguestspayfortheconvenienceconveniencen nfamiliarwithgeographyandhistoryofacertainfamiliarwithgeographyandhistoryofacertainarea.area.4 4大家好大家好Part I A Tour GuidePart I A Tour Guides General s General taskstasksn nA.some basic serviceA.some basic serviceA.some basic serviceA.some basic service-n nmeetingandseeingoff,meetingandseeingoff,n ncheckinginandcheckingout,checkinginandcheckingout,n narrangingfoodandaccommodation,arrangingfoodandaccommodation,n nprovidingonprovidingon tourservicetourservicen npromotingoptionaltourproducts,promotingoptionaltourproducts,n ngivingtouradvice,givingtouradvice,n ndealingwithcomplaintsandemergencies,dealingwithcomplaintsandemergencies,n ndoingpre-tourandpost-tourjobandsonon.doingpre-tourandpost-tourjobandsonon.n neducators,instructors and all-around experts-educators,instructors and all-around experts-educators,instructors and all-around experts-educators,instructors and all-around experts-n nhistory,history,n ngeography,geography,n narchitecture,architecture,n nArtandotherinterdisciplinaryknowledgeArtandotherinterdisciplinaryknowledge5 5大家好大家好A Tour GuideA Tour Guides General Taskss General Tasksn nB B B B:the public face of a travel agencythe public face of a travel agencythe public face of a travel agencythe public face of a travel agencyn nHelpshapethefirstimpressiontovisitors.Helpshapethefirstimpressiontovisitors.n nHis/HerqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourHis/Herqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyn nC:a goodwill culture ambassador,an unofficial C:a goodwill culture ambassador,an unofficial C:a goodwill culture ambassador,an unofficial C:a goodwill culture ambassador,an unofficial spokesperson for the destinations spokesperson for the destinations spokesperson for the destinations spokesperson for the destinations n nworkingattheforefrontofthetravelindustryandmeetingpeoplefromalloverworkingattheforefrontofthetravelindustryandmeetingpeoplefromallovertheworldandwithdiversebackgrounds,aguideactsastoforeignguests,theworldandwithdiversebackgrounds,aguideactsastoforeignguests,facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandfacilitateforeigntouriststoenhancetheirunderstandingaboutChinaandeliminateprejudiceagainstChinaeliminateprejudiceagainstChina6 6大家好大家好Questions for DiscussionQuestions for Discussionn nDoesatourguidehavetoperformanarrayofDoesatourguidehavetoperformanarrayoftasksatthesametime?tasksatthesametime?n nDoesatourguideneedtorefertoalargesumDoesatourguideneedtorefertoalargesumofrelevantsourcesofinformation?ofrelevantsourcesofinformation?n nIsproperdressverynecessaryforatourguide?Isproperdressverynecessaryforatourguide?n nWhatWhat sthepurposeoftalkingaboutsomelateststhepurposeoftalkingaboutsomelatestnews?news?n nInhowmanyrespectsshouldaguidegetInhowmanyrespectsshouldaguidegetprepared?prepared?7 7大家好大家好Part II Know-how for A Tour Part II Know-how for A Tour Guide Meeting the GuestsGuide Meeting the Guests1.Introduction2.Preparations before meeting the guests3.Procedures for meeting visitors at the airport4.Useful sentence patterns&situational dialogues8 8大家好大家好IntroductionIntroductionn nMeetingthetouristsattheairportisthefirstimportantstepMeetingthetouristsattheairportisthefirstimportantstepthroughoutthewholereceptionintourism.Aswellbegunisthroughoutthewholereceptionintourism.Aswellbegunishalfdone,youshouldplaytheroleofatourguidewellatthehalfdone,youshouldplaytheroleofatourguidewellattheverybeginning,andyoushouldverybeginning,andyoushouldbewarm-hearted,humorousbewarm-hearted,humorousandconsiderate.andconsiderate.n nTheprocedureofmeetingguestsattheairportincludesTheprocedureofmeetingguestsattheairportincludesfindingtheguests,greetingtheguests,countingthenumberfindingtheguests,greetingtheguests,countingthenumberoftheguestsandcheckingtheluggage.Then,youleadtheoftheguestsandcheckingtheluggage.Then,youleadthegueststothebus.gueststothebus.n nDuringthecourse,youshouldalwayswelcomethegueststoDuringthecourse,youshouldalwayswelcomethegueststoyourcityoryourcountryandaskthemforquestionsoryourcityoryourcountryandaskthemforquestionsorrequests.Expressyourwillingnesstoservethemsincerelyrequests.Expressyourwillingnesstoservethemsincerelyandhonestly,andwishthemapleasantjourneyandanandhonestly,andwishthemapleasantjourneyandanenjoyablestayinyourcityoryourcountry.enjoyablestayinyourcityoryourcountry.9 9大家好大家好P Pr re ep pa ar ra at ti io on ns s b be ef fo or re e r re ec ce ei iv vi in ng g t to ou ur r g gr ro ou up pn ngroupnumber,groupnumber,n nthetourleader,thetourleader,n nthenationalguide,thenationalguide,n nthechargingthechargingschedule,schedule,n ntheplacesoftheplacesofaccommodation,accommodation,n ntheactivityitems,theactivityitems,n ntheservicestandards,theservicestandards,n nspecialrequirementsspecialrequirementsandsoon.andsoon.(1)Be familiar with the reception plan.These(1)Be familiar with the reception plan.These include:include:1010大家好大家好n n(2)Implement of various tasks.Implement of various tasks.n nToConfirmtransportation,accommodationandallkindsofinvoices,andcontactthereceptionunits.n n(3)Be mentally prepared for the tour.Be mentally prepared for the tour.n nTobepsychologicallypreparedtofacethecomplaints,blamesandaccusationsfromcertaintourist,aswellastheemergenciesthatmayarise.n n(4)Prepare all the necessary itemsPrepare all the necessary items,suchasthetourFlags/banners,badges,guidingmaps,etc.1111大家好大家好The checklist of things before The checklist of things before meeting guestsmeeting guestsn nItineraryItineraryn nPassengerlists,withpersoninchargenotedPassengerlists,withpersoninchargenotedn nBookinginformation:thehotel,coach,meals,Bookinginformation:thehotel,coach,meals,theattractions,theattractions,n ntransportationfornextstop.transportationfornextstop.n nCouponstotherestaurantsandattractions,Couponstotherestaurantsandattractions,tickets.tickets.n nChecksorvouchersforpaymentChecksorvouchersforpaymentn nFlagofthetravelserviceFlagofthetravelservicen nNamebadgeNamebadge1212大家好大家好Meeting Guests at the airportMeeting Guests at the airportn nProcedures to remember:Procedures to remember:Procedures to remember:Procedures to remember:n nCometotheairportatleast30minutesinadvance;checktheCometotheairportatleast30minutesinadvance;checkthearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgatearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgate.n nArrangeluggagetransfer,walktothegate,establishaArrangeluggagetransfer,walktothegate,establishameeting/waitingsiteforthegroup,andnotethelocationofthemeeting/waitingsiteforthegroup,andnotethelocationofthebaggageclaimarea.baggageclaimarea.n nReceivethegroupandofferafriendlygreeting,inquireaboutReceivethegroupandofferafriendlygreeting,inquireabouttheirtrip,andgivebriefbutclearinstructionsastotheimmediatetheirtrip,andgivebriefbutclearinstructionsastotheimmediateprocedures.procedures.n nHelptouristswhentheycollecttheirluggage,andremindthemtoHelptouristswhentheycollecttheirluggage,andremindthemtocheckifthereisanydamage.Andthentransfertheluggagetocheckifthereisanydamage.Andthentransfertheluggagetothevehicle.thevehicle.n nEscortthetouriststotheirmotorcoach.Escortthetouriststotheirmotorcoach.n nDeliverAWelcomeSpeechDeliverAWelcomeSpeech1313大家好大家好Useful ExpressionsUseful Expressionsn nReceiving guests at the airport:Receiving guests at the airport:n nExcuseme,sir.AreyouMr.RonaldfromAmerica?Excuseme,sir.AreyouMr.RonaldfromAmerica?n nExcuseme,madam,butareyouMs.LynnDavisExcuseme,madam,butareyouMs.LynnDavisfromAustralia?fromAustralia?n nExcuseme,ImlookingforatourgroupfromtheExcuseme,ImlookingforatourgroupfromtheU.S.TheleadersnameisMaria.U.S.TheleadersnameisMaria.n nGoodmorning,sir,IamaguidetomeetaguestGoodmorning,sir,IamaguidetomeetaguestfromNewZealand.AreyouMr.Davis?fromNewZealand.AreyouMr.Davis?1414大家好大家好n nGreeting:Greeting:n nHowdoyoudo,Mr.James.n nGoodmorning,Mr.Smith.WelcometoChina.n nNicetomeetyou,Nick.n nDidyouenjoyyourtripinXian?n nHowwasyourtrip?n nIsthisyourfirstvisittoChina?n nHaveyoubeentoChinabefore?n nHowlongwillyoustayinChina?1515大家好大家好n nConfirming guests and luggage:Confirming guests and luggage:n nCouldyoutellmeifeveryoneinthegroupishere,Mr.Lynn?n nIseverybodyhere,Mr.Brown?n nMr.Hugo,doyouhaveallyourguestshere?n nHowmanypiecesofluggagedowehave?n nMayIhaveyourbaggagecheck,please?1616大家好大家好n nMoving out of the airport:Moving out of the airport:n nArewereadytogonow?n nCouldyoutellthegueststofollowmyflagsinceitssocrowdedhere?n nShallwemovetothecoachnow?n nOurcoachiswaitingintheparkinglot.n nOurcoachnumberis54369.Pleasetryton nrememberit.n nTherewillbe40minutesbeforewearriveatourhotel.1717大家好大家好Part III.WritingPart III.Writing How to write a speechHow to write a speechHow to write a speechHow to write a speech1.Get to know a Speech format(Chengdu)2.Sample 3.Write a welcome&farewell speech1818大家好大家好四川文化四川文化产业职业学院学院文旅学院文旅学院Welcome Speech Welcome Speech 致欢迎辞致欢迎辞1 13 34 4BrieflyintroduceChengduandtouristsites大致介绍成都以及景点Greeting&Welcome问候并表达欢迎Dontforgettowishthemhaveagoodtime别忘了表达祝愿2 2Brieflyintroducehotel大致介绍入住酒店1919大家好大家好Welcome Speech Welcome Speech 致欢迎辞致欢迎辞四川文化四川文化产业职业学院学院文旅学院文旅学院Hospitality热情Requirement Requirement 解解说要求要求Patient耐心Careful细致LinkingWords连接词Personalizedintroduction个性化介绍Humor幽默Cautions注意事项2020大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院第一步：表达第一步：表达欢迎迎1 1Greeting 问候问候开口第一句，说什么呢？Good morningGood morning，Ladies and Gentlemen!Ladies and Gentlemen!早上好，女生们、先生们早上好，女生们、先生们!2121大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院第二步：一句第二步：一句话介介绍成都成都1 1在你的心目中，成都是一座什么样的城市呢？在你的心目中，成都是一座什么样的城市呢？天府之国一座来了就不想离开的城市蓉城The land of abundanceA city you dont want to leave once you comeThe City of Hibiscus 熊猫故乡The Pandas Hometown欢迎来到天府之国欢迎来到天府之国-成都。成都。WelcometoChengdu,thelandofabundance.2222大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院PandaBowlTeaHotpot第二步：成都的第二步：成都的记忆点点提到成都，你会想到什么呢？2323大家好大家好11/8/2024H Ho ot tp po ot t2424大家好大家好11/8/2024P Pa an nd da a2525大家好大家好11/8/2024B Bo ow wl l T Te ea aAnd youll enjoy Sichuan Opera here.2626大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院成都的著名景点和名胜古迹有哪些呢？第二步：成都景点第二步：成都景点Mt.QingchengPanda BaseWuhou TempleDufu Thatched Cottage2727大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院第三步：介第三步：介绍入住酒店入住酒店1 1Living Hotel 下榻宾馆下榻宾馆Living Hotel：name+address+star level Eg:Now,we are approaching to Shangri-la Hotel.Its along the bank of Jinjiang River.And its one of best five-star hotels in Chengdu.2 2Cautions 注意事项注意事项Eg:Ladies and gentlemen,please bring your belongings and check-in at the reception.Eg:Watch your steps!2828大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院第四步：表达祝愿第四步：表达祝愿1 1Best wishes衷心祝愿您旅途愉快！Isincerelywishyouapleasantandcomfortablestayhere.Usefulexpressions:希望您旅途愉快Ihopeyouwillenjoyyourtour.2929大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院语音模拟语音模拟 PreviewWelcome Speech IIWelcome Speech IIWelcome Speech IIWelcome Speech IIEach step should have linking wordsEach step should have linking wordsGoodmorning,ladiesandgentlemen.WelcometoChengdu,thelandofabundance.1.Greeting1.GreetingChengduisacitywithalonghistoryandbrightculture.Thewell-knowntouristsitesyouregoingtovisitincludingWuhouTemple,DufuThatchedCottage,Mt.QingchengandPandaBase.2.Tourist Sites2.Tourist SitesNow,wereapproachingtoJinjiangHotel.Itsafive-starhotel,whereyouwillstayformanydays.ItslocatedinSouthernPeopleRoad.Thehotelofferfive-starservicesbothfoodandbed.3.Hotel3.Hotel4.wishes4.wishesIhopeyouwillenjoythetour.Oh,thecoachisfast,wevearrivedatJinjiangHotel.Pleasetakeyourbelongingsandgetoffthecoach.Wewillcheckinthehotel.Thankyouforyourattention!3030大家好大家好 Useful expressionUseful expression知识点回顾知识点回顾 四川文化四川文化产业职业学院学院文旅学院文旅学院1.1.Next,Next,IdIdlikeliketotointroduceintroducesomethingsomethingaboutaboutthisthiscity.city.接下来，我想要介绍一下有关这个城市的一些情况。接下来，我想要介绍一下有关这个城市的一些情况。2.2.TherereTherere manymany famousfamous scenicscenic spotsspots andandhistoricalsitesinChengdu.historicalsitesinChengdu.在成都有很多著名的景点和名胜古迹。在成都有很多著名的景点和名胜古迹。3.Itsoneofthebestfour-starhotelsinthecity.3.Itsoneofthebestfour-starhotelsinthecity.它是这个城市最好的四星级酒店之一。它是这个城市最好的四星级酒店之一。4.Ihopeyouwillenjoyyourstaythere.4.Ihopeyouwillenjoyyourstaythere.我希望你能在那住得愉快。我希望你能在那住得愉快。3131大家好大家好Useful expressionUseful expression知识点回顾知识点回顾 5.5.WeWe willwill dodo ourour bestbest toto makemake youryour triptrip moremoreenjoyableandmemorable.enjoyableandmemorable.我们将尽最大努力使你们的旅行更有趣、更难忘我们将尽最大努力使你们的旅行更有趣、更难忘6.Letsgetoffandgotothereceptiondesk.6.Letsgetoffandgotothereceptiondesk.让我们下车去接待处。让我们下车去接待处。7.Watchyoursteps!7.Watchyoursteps!请注意脚下。请注意脚下。8.8.连接词：连接词：Now,ladiesandgentlemen,everybodyNow,ladiesandgentlemen,everybody9.9.提示词：提示词：Lookout!MayIhaveyourattention?Lookout!MayIhaveyourattention?10.10.序数词：序数词：Firstly,secondly,then,finallyFirstly,secondly,then,finally3232大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院怎样表达热烈地欢迎呢？Practice timePractice timeyou will give the welcome speech to American tourists.你将向美国游客致欢迎词，请准备一段不短于5分钟的英语欢迎词。3333大家好大家好 四川文化四川文化产业职业学院学院文旅学院文旅学院评分标准评分标准Practice time3434大家好大家好Sample1LadiesandGentlemen,LadiesandGentlemen,n nWelcometoXian.MynameisLinda.ImfromXianChinaWelcometoXian.MynameisLinda.ImfromXianChinaInternationalTravelService.IllbeyourlocalguideduringyourInternationalTravelService.IllbeyourlocalguideduringyourstayinXian.NowIwouldliketointroducetoyouLiJing,yourstayinXian.NowIwouldliketointroducetoyouLiJing,yournationalguide.Hewillbetravelingwithyouduringyourentirenationalguide.HewillbetravelingwithyouduringyourentiretripinChina.HeisaveryexperiencedguideandhastraveledtripinChina.HeisaveryexperiencedguideandhastraveledextensivelybothinChinaandoverseas.ImsureyouwillfindhimextensivelybothinChinaandoverseas.Imsureyouwillfindhimagreathelpagreathelp.n nThisisMr.Yang,ourdriver.Hisbusnumberis12345.IfyouThisisMr.Yang,ourdriver.Hisbusnumberis12345.Ifyouneedanyhelp,pleasedonthesitatetoletusknow.Welltryourneedanyhelp,pleasedonthesitatetoletusknow.Welltryourverybesttomakeyourstayapleasantone.verybesttomakeyourstayapleasantone.n nMorethananyothercity,XianoffersasplendidmicrocosmofMorethananyothercity,XianoffersasplendidmicrocosmofbothmodernandtraditionalChina.ItcontainssomanysightsbothmodernandtraditionalChina.Itcontainssomanysightswithinitsvicinitythatoneshortvisitisdefinitelyinsufficient.withinitsvicinitythatoneshortvisitisdefinitelyinsufficient.However,“halfapieceoftoastisbetterthannobreadatall.”IHowever,“halfapieceoftoastisbetterthannobreadatall.”Ihopethatyourvisittothisancientcitywillbeahappyandhopethatyourvisittothisancientcitywillbeahappyandmemorableexperience.Thankyouall.memorableexperience.Thankyouall.3535大家好大家好Sample2G