导游服务能力100问

　　本书参照导游服务基本流程，采用一问一答、英汉对照形式，为初为导游或将为导游的读者提供直接而准确的入门工作指导。本书可作为准备全国导游资格考试“科目五导游服务能力”环节的参考用书。 全书共分14个单元100个问题，分别为“导游服务基本规范”“接站”“住宿”“餐饮”“游览”“交通”“购物与休闲”“特殊游客群体服务”“散客服务”“旅游者个别要求的处理”“应急问题处理”“导游带团艺术”“领队与全陪”“离店与送站”。本书还配有120分钟的录音，100个问题的英文内容全部收录，供读者跟读模仿。 本书在贯彻落实国家旅游局对导游工作的规范管理的同时，强调了导游服务中合同至上，质量**的原则，体现了实际工作中规范服务与灵活应变相结合的特点，具有很强的可操作性。

暂缺《导游服务能力100问》作者简介

目??录 CONTENTS Unit?1???Basic?Requirements?for?Tour?Guides导游服务基本规范1 ?What?are?the?basic?guidelines?for?a?professional?tour?guide?导游服务的基本原则是什么？1 ?What?are?the?proper?manners?for?a?tour?guide?导游服务时应该具有怎样的行为规范？2 ?What?is?considered?the?proper?dress?for?a?tour?guide?导游员应如何着装？3 ?How?can?a?tour?guide?make?a?good?first?impression?导游员如何给客人留下良好的第YI印象？5?What?kind?of?psychological?preparation?should?a?tour?guide?go?through?before?starting?a?tour?接团前，导游员应有怎样的心理准备？6 ?What?kind?of?professional?qualities?should?an?English?tour?guide?have?英语导游员的业务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?地陪如何与领队、司机建立良好关系？8 Unit?2???Meeting?a?Group 接站11?As?a?tour?guide,?what?kind?of?preparation?will?you?make?before?meeting?a?group?接团前，地陪应该做好哪些准备工作？11 ?As?a?tour?guide,?what?are?you?supposed?to?do?before?meeting?a?group?at?the?airport?去机场接机前，地陪应该做哪些准备？12 ?As?a?tour?guide,?what?are?you?supposed?to?do?at?the?arrival?gate?of?the?airport?在机场接机时，地陪应该注意哪些方面？13 ?How?will?you?avoid?picking?up?a?wrong?group?如何避免接错团？14 ?How?will?you?avoid?missing?a?group?at?the?airport?or?the?railway?station?漏接事故应如何预防？15 ?How?will?you?handle?the?luggage?at?the?port?of?entry?地陪应该如何处理入境团队的行李？16 ?What?is?the?counting?technique?on?the?coach?在旅游车上如何清点客人人数？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?在从机场去酒店的途中，地陪应向游客提供哪些信息？19 ?What?should?be?included?in?a?welcome?speech?欢迎词应包括哪些部分？20 ?Make?a?brief?welcome?speech. 致一个简短的欢迎词。21 ?What?help?can?you?offer?when?the?group?is?doing?the?check-in?地陪应该如何协助旅游团办理入住手续？23 ?What?will?you?do?to?deal?with?the?problem?that?a?tourist?fails?to?get?his?luggage?如客人在进房后一段时间没有拿到行李，地陪将如何 处理？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?如果住同一标间的两位旅游者因闹矛盾或生活习惯不同而要求住单间，地陪应该如何处理？25 Unit?4???In?the?Restaurant 餐饮27?What?are?you?supposed?to?do?before?the?meal?餐前应做哪些核对工作？27 ?What?kind?of?service?can?you?offer?in?the?dining?room?客人用餐时，导游应提供什么服务？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，应如何 处理？29?What?are?you?going?to?do?when?you?find?some?tourists?are?allergic?to?certain?food?such?as?seafood?or?MSG?客人对某些食物过敏，如海鲜、味精，应如何处理？29 ?What?are?you?going?to?do?when?tourists?want?to?buy?and?eat?some?local?snacks?sold?by?peddlers?at?scenic?spots?DANG*当游客想品尝景点里小贩出售的小吃时，应如何处理？30 ?If?a?food?poisoning?takes?place,?what?should?a?guide?do?如发生食物中毒，导游应如何处理？31 ?What?will?you?do?if?one?of?the?tourists?insists?on?dine?alone?due?to?various?reasons?such?as?conflicts?with?other?members？ 由于旅游团的内部矛盾或其他原因导致个别旅游者提出要单独用餐，地陪应如何处理？32 Unit?5???Sightseeing 游览35?How?should?you?organize?visiting?activities?properly?for?a?day?导游员应如何安排一天的行程？35 ?What?should?be?said?before?tourists?get?off?the?coach?for?a?tour?游客下车游览前，地陪应关照哪些事宜？36 ?What?will?you?tell?people?before?starting?a?tour?in?the?tourist?spot?景点游览前，地陪应关照哪些事宜？37 ?What?will?you?do?when?you?find?a?tourist?missing?after?free?time?activity?自由活动结束后，如发现一位游客未按时归队，地陪应如何处理？38 ?What?type?of?sanitary?facilities?are?preferred?by?tourists?in?a?tourist?spot?客人在景点对卫生设施有什么要求？39 ?What?are?you?supposed?to?do?when?a?tourist?suddenly?has?sunstroke?如何处理游客中暑？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护照、现金及其他贵重 物品？41?What?will?you?do?if?tourists?want?to?visit?the?city?by?themselves?in?free?time?旅游者自由活动时，地陪应做好哪些协助工作？43 Unit?6???Transportation 交通45?How?will?you?deal?with?a?serious?traffic?accident?如何处理严重交通事故？45 ?What?help?can?you?offer?to?those?who?are?likely?to?suffer?from?carsickness?对易晕车的游客，可以提供何种服务？46 ?What?will?you?do?for?safety?when?the?group?is?traveling?by?coach?乘汽车旅行途中，为保障游客和自身安全，导游员应该做些什么？47 ?What?will?you?do?if?someone?vomits?on?the?coach?如游客在车上呕吐，地陪将如何处理？48 ?What?kinds?of?service?will?you?offer?when?tourists?are?getting?on?the?bus?客人登车时，导游员可以提供怎样的服务？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?大城市堵车是常见的现象。如何让客人在遇到堵车时心平气和，并接受由此可能带来的游览时间的变化？50 ?What?will?you?do?to?attract?the?attention?of?tourists?who?keep?talking?loudly?when?you?are?giving?presentation?on?the?coach?在车上讲解时，有客人大声喧哗影响讲解效果，你会如何 处理？51Unit?7???Shopping?and?Entertainment 购物与娱乐54?What?is?considered?a?good?shopping?tour? 什么样的购物活动才能被认为是一次愉快的享受？54 ?What?advice?will?you?give?to?tourists?before?a?shopping?expedition?购物前，地陪可以向客人提供哪些建议？55 ?What?should?you?do?on?a?shopping?tour? 客人购物时，地陪应注意哪些问题？56 ?What?should?you?do?when?some?tourists?want?to?buy?traditional?Chinese?medicine?如游客想要买中药，地陪如何处理比较妥DANG*当？56 ?What?should?you?do?when?some?tourists?want?to?buy?antiques?如游客想要买古董，地陪如何处理比较妥DANG*当？57 ?What?kind?of?services?will?you?provide?for?entertainment?program?地陪应如何做好文娱活动的服务工作？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，旅行社已安排观赏文艺演出，旅游者却要求替换观看另一演出，地陪应如何处理？59 What?will?you?do?when?some?tourists?think?a?silk?carpet?is?expensive?and?ask?for?your?advice?客人想购买地毯却认为价格较高，就此事向导游员咨询，导游员该如何处理？60 Unit?8???Spe?Care?for?Spe?Groups 特殊游客群体服务63 What?kind?of?service?will?you?provide?for?senior?tourists?如何做好老年游客的服务工作？63 What?kind?of?service?will?you?provide?for?religious?group?如何接待宗教团体游客？64 What?kind?of?service?will?you?provide?for?those?who?come?for?conventions?如何为会展客人提供服务？65 What?spe?attention?should?a?tour?guide?pay?to?children?tourists?带团旅游过程中，如何做好儿童游客的服务工作？66 What?are?the?characteristics?of?the?professional?delegation??How?will?you?conduct?the?tour?考察旅游团具有哪些特征？导游员在提供服务时需要注意哪些问题？68 What?kind?of?service?should?a?guide?provide?for?the?adventure?tour?group?导游员应如何为探险旅游团提供导游服务？69 What?are?the?general?psychological?characteristics?of?disabled?tourists??And?what?kind?of?service?will?you?provide?for?them?残障旅游者普遍的心理特征有哪些？对此导游员应提供怎样的服务？70 Unit?9???Foreign?Individual/Independent?Tourist?(FIT)散客服务73What?are?the?characteristics?of?FIT??How?to?do?a?good?job?in?picking?up?FIT?FIT有哪些特点？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?一般没有按时接到客人会出现哪几种可能，如何应对？74 What?are?you?supposed?to?do?before?you?say?good-bye?to?tourists?and?leave?the?hotel?在宾馆离开散客前，陪同还应做哪些事情？77 When?an?FIT?ask?you?to?take?him?to?some?unhealthy?entertainment?site?(eg.?a?vice?establishment),?what?will?you?do?DANG*当客人提出要求去不健康的娱乐场所（如场所）时，地陪应如何应对？78 Unit?10???Individual?Requests 旅游者个别要求的处理80 How?should?a?tour?guide?deal?with?individual?request?导游员应如何处理客人的个别诉求？80 What?will?you?do?when?a?tourist?wants?to?end?his?tour?ahead?of?schedule?如游客提出提前结束旅游，地陪应如何处理？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?如游客所需商品暂时缺货，游客请求导游代为购买并邮寄商品，如何处理比较妥DANG*当？83 What?will?you?do?if?one?tourist?wants?to?change?his/her?room?游客要求换房，地陪应如何处理？84 What?will?you?do?if?one?tourist?wants?to?skip?part?of?the?program?如有游客想放弃部分景点，地陪该如何处理？85 What?will?you?do?when?some?tourists?want?to?add?something?into?the?program?如有游客要求增加景点，地陪该如何处理？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?如大多数游客希望取消行程安排中某一景点，但仍有少数游客要求按照原行程活动，地陪应如何处理？87 Unit?11???Incidents?Handling 应急问题处理90What?will?you?do?if?you?find?that?the?tourists’?itinerary?is?different?from?yours?如地陪手中日程与客人的日程不符时，应该怎么办？90 If?you?arrive?late?to?meet?the?tourists,?what?will?you?do?to?make?up?for?the?mistake?如果地陪因个人原因未能及时抵达机场迎接游客，应如何弥补过失？91 How?will?you?handle?the?loss?of?luggage?at?the?port?of?entry?如何处理在入境口岸行李丢失？91 How?to?handle?the?loss?of?personal?belongings?如何处理游客个人物品丢失？93 If?a?tourist?can’t?locate?his/her?passport,?what?kind?of?help?can?you?offer?游客遗失护照，地陪可以提供哪些帮助？94 How?will?you?deal?with?someone?who?is?seriously?ill?如何处理游客生病的问题？96 In?case?of?fire,?how?can?a?tour?guide?react?properly?如遇到火灾，导游应如何应对？98 As?a?local?guide,?what?are?you?going?to?do?if?the?group?misses?a?flight?如旅行团误机，地陪应该如何补救？100 What?can?you?do?if?the?group?misses?the?train?如旅行团误了火车，地陪应如何处理？101 Unit?12???The?Art?of?Managing?a?Tour导游带团艺术104What?will?you?do?if?the?questions?raised?by?tourists?are?beyond?you?如果无法回答客人提出的问题怎么办？104 What?will?you?do?if?tourists?insist?on?discussing?some?sensitive?topics?如果客人抓住敏感问题紧追不放怎么办？105 How?can?you?tell?tourists?the?importance?of?punctuality?in?a?smart?way?你会用何种方式告知客人守时的重要性？107 List?some?possible?reasons?that?tourists?might?complain.列举一些可能会引发客人投诉的原因。108 How?do?you?deal?with?complaints? 如何应对游客投诉？110 What?will?you?do?when?someone?blames?everything?unpleasant?on?you?DANG*当游客将所有不满归因至导游，导游应如何对待？111 How?will?you?establish?a?good?relationship?with?the?central?figure?of?the?group?导游员带团中该如何处理好与游客中的“中心人物”的关系？?113How?can?a?guide?recognize?the?central?figure?in?the?group?quickly?导游员如何快速辨别出旅行团的“中心人物”？113 Unit?13??The?Tour?Lead?and?the?National?Guide领队与全陪116What?are?the?differences?between?a?tour?lead,?a?national?guide?and?a?local?tour?guide?领队、全陪、地陪有何区别？116 What?should?a?tour?lead/national?guide?do?when?the?group?has?arrived,?but?your?local?guide?fails?to?show?up?团队抵达时无人接站，领队/全陪应如何处理？118 What?should?a?tour?lead/national?guide?do?to?avoid?tourists?missing?the?plane?in?the?waiting?hall?of?the?airport?领队/全陪在机场候机大厅如何防止客人误机？119 Under?what?circumstances,?should?a?tour?guide?need?the?tour?lead/national?guide’?help?and?support?导游员在哪些工作环节尤其需要领队/全陪的配合？120In?what?situation?should?the?tour?lead/national?guide?actively?cooperate?with?the?local?guide?领队/全陪要在哪些环节积极配合地陪的工作？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 离店与送站124What?will?you?do?to?help?tourists?check?out?of?the?hotel?如何协助办理离店手续？124 What?will?you?do?when?you?find?a?tourist?missing?in?the?hotel?before?departure?在宾馆，出发前发现少了一名游客，地陪应如何处理？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?旅行团应在飞机起飞前多少时间到达机场？应在火车出发前多少时间到达火车站？127 What?are?you?supposed?to?do?when?you?are?seeing?a?group?off?at?the?airport?旅游团离港赴下一站前，地陪应做哪些工作？128 What?should?be?included?in?a?farewell?speech?欢送词应包括哪些部分？129 Make?a?brief?farewell?speech. 致一个简短的欢送词。129 What?will?you?do?if?the?group?has?to?end?the?tour?ahead?of?schedule?due?to?certain?reasons?如何处理旅行团因故提前结束行程？130 What?do?you?need?to?do?after?the?group?leaves?旅游团离开后，地陪还需做哪些工作？131 Appendix附录134附录1：《中华人民共和国旅游法》137 附录2：《中华人民共和国旅游法》（英文版）163 附录3：《旅行社老年旅游服务规范》205