英语导游证考试面试问答之导游规范

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英语导游证考试-面试-导游规范服务知识-2汇编

导游知识问答-前120问(英文)

2016年全国导游资格考试口试200问英语翻译版一、导游规范知识问答及参考答案1.How many categories of tour guides are there according to the business domain? The tour guides can be divided into four categories.They are:(1).Tour manager(2).National guide(3).local guide(4).Scenic spots guide interpreter2.For tour guides,to be familiar with the team is the first step of tour guiding. What are the main contents?The main contents include:(1).To be familiar with the team members(2).To be familiar with the characteristics of the team(3).To be familiar with the reception program and trip characteristics3.What kind of reception matters should tour guides mainly carry out on the previous day of the tour group’s arrival?(1).contact with the tour operator of the cooperation travel agency(2).contact with touring vehicle and make sure the pick-up time.(3).Verify the tour housing and meal booking(4).Get hold of the contact numbers in need.4.What is the procedure of tour guide pick-up service?(1).Get to the pick-up station half an hour earlier.(2).Greet the guests with pick-up signs.(3).Verify the team members(4).Assemble the team members and get boarded.(5).Check the baggage and the number of team member.5.Tour guides should make and inspection of the dining situation during the dinning time.What is the inspection mainly about?(1).Check if the meals accord with the provided arranged standard(2).Answers guests questions about the meals.(3).Get to know the evaluation of the guests to the meals in order to make relevant adjustments.6.What should the tour guides do if tourists buy counterfeit goods in individual activities?(1).In order to safeguard the legitimate rights and interests of tourists,tour guides should help them return the goods and claim for compensation;(2).Afterwards,report to the travel agency(3).Remind the tourists of the do's and don'ts in their following individual act ivities.7.What is the main content of a farewell speech?(1).Review of the touring.(2).Express the unwillingness of farewell.(3).Thank the tourist for their coordination and solicit their comments and suggestions.(4).Apologize to tourists for their discontent and ask for their pardon.(5).Express wishes and pray to meet again.8.On the bus ride,what is the main content of local guides’guiding service?(1).Make an explanation of the activity arrangements.(2).Make an introduction of the sceneries along the way.(3).Interact with the members and live up the atmosphere.(4).Make a brief introduction of the scenic spot in advance so as to stimulate tourists’interests.9.What does the service of local tour guide mainly include in the scenic spot? (1).Emphasize the time and location to assemble,and remind the tourists of the do's and don'ts.(2).Buy tickets and get into the scenic spot.(3).Conduct interpretation in the scenic spot and pay attention to the member number.(4).Deal with emergencies.(5).Local guides should accompany the tour group during the tour guiding.10.After completing the tour guiding,the local guide should provide send-off service. What does it mainly include?(1).Introduce the regulations of the customs,border control and transportation department.(2).Give a Send-off Speech;(3).Get to the airport,station or dock in advance;(4).Deal with the traffic tickets affaires and lead the group to the security inspection area or the check-in office;(5).Deal with the problems left over.11.What should national guide pay attention to during their company?(1).The connection with pick-up agencies and local guides;(2).The participation of the team affairs;(3).The supervision of service quality;(4).The coordination of problems on the way;(5).The safety management in the whole journey.12.The principle“reasonable and possible”is the starting point for tour guides to cope with some exceptional requirements.What does the“reasonable”mean? (1).The requirement should be legal and in accordance with Chinese moral rule and tour guides’professional ethics;(2).The requirements should not violate the tourism contract or the arranged itinerary;(3).The tourists are willing to pay for the expenses if it will result in sectional alteration of the contract or the itinerary.13.What should the tour guides do if some tourists want to invite their friends or relatives to travel with the tour group?(1).Check if the seats are available;(2).Seek for the approval of the national guide and other team members;(3).Verify the identity of the friends and relatives;(4).Request for the approval of the travel agency;(5).Charge related expenses.14.What should tour guides do if they miss some tourists?(1).Explain the reasons to tourists.(2).Apologize sincerely.(3).Win back tourists’trust with warmth and thoughtful service.15.What are the result of the change of tourism plan and schedule?(1).The local travel schedule is extended;(2).The local travel schedule is shortened;(3).The travel schedule is changed partially.16.What procedure does local guides’service mainly include on the way to the hotel of the first stop?(1).Give a welcoming speech.(2).Explain relevant matters;(3).Introduce the local situation and scenery along the way;(4).Introduce the main situation of the hotel.17.What details of preventing and treating overseas emergencies should the lead guide pay attention to?(1).The lead guide should establish strong safety awareness;(2).Lead the tourists to respect the local residents and folk custom;(3).Remind tourists of the travel risks;(4).Deal with various emergencies decisively,and the personal safety of tourists should be put into the first place.18.If the team is surrounded by fire and smoke in a hotel fire accident,how can the tour guide lead tourists to save themselves?(1).Stabilize the mood of tourists and warn tourists not to take the elevator;(2).Cover their mouth and nose with a wet towel,make their body as close as possible to the ground,and crawl along the wall;(3).If the door is inaccessible because of the fire,block the door slot with a wet towel,water the door constantly for cooling and wait for help.(4).Shaking brightly colored clothing in the window,and call for rescuers.19.What is the starting point for tour guides to understand tourists’psychology?(1).Tourists’nationality,occupation,age,gender and social status;(2).Tourists’motivation;(3).Tourists’performance in different stages of tourism activities.20.In order to complete the reception task better,how should tour managers,national guides,local guides and drivers cooperate with each other?(1).Respect and support each other's work;(2).Take care of each other;(3).Deal with problems according to the contract and on the basis of reasonable analysis,and try to avoid confrontations if there are some.21.In the process of tour guiding,the interests of the tourists are damaged and they complaint for this afterwards.How should tour guides deal with this situation?(1).Listen carefully and make records;(2).Apologize sincerely and make up for in time;(3).Make self-criticism properly;(4).Let go,and provide better service.22what types do special tourism teams mainly include?(1).Government-affair-related group;(2).Religious group;(3).Teenager tourism group;(4).Seniors tourism group;(5).Special populations tourism group;(6).Other tourism groups with special members or special purpose.23.As a tour guide for government-affair-related group,what should be paid more attention to?(1).Pay attention to courtesy and etiquette,and recognize the members’social status;(2).Pay attention to the identity of oneself;(3).Emphasize the main leaders of the team;(4).Arrange no designated shopping unless the contract clearly stipulates.24.What should tour guides pay attention to in teenager tourism team?(1).The trip should be suitable for the teenagers;(2).The daily schedule should not be too close;(3).Understand the knowledge domain the teenagers care about,grasp their psychological characteristics,and conduct interpretation vividly and flexibly; (4).Lay emphasis on safety precautions.25.How could tour guides serve seniors tourism group well?(1).Be patient and careful in service;(2).Be targeted in explanation,accommodation,catering and other services,and remind them of the do’s and don’ts more often;(3).The schedule should be loose;(4).Abide by the relevant preferential policies.26.What are the features of individual tourist team?(1).The differences in service commitment;(2).The difference of the price;(3).The differences of social status of team members;(4).The difference of team members’expectations27.What principle should tour guides adhere to in face of complicated individual tourist team?(1).The principle of resolving contradictions;(2).The service-oriented principle;(3).The principle of service diversity;(4).The team-culture-building guided principle.28.Tour guides should pay attention to their own aesthetic cultivation.What are the cultivating methods?(1).Accumulate aesthetic knowledge and cultivate aesthetic consciousness;(2).Improve cultural quality and cultivate the aesthetic ability;(3).To summarize and refine,and improve the aesthetic standard.29.Tourists may make some unappeasable requirements.How could the tour guides reject them with wisdom?(1).Smile without speaking;(2).Acknowledge and then deny;(3).Push the boat with the current;(4).Dwell on the abstract and avoid real issues.30.What are the methods of collecting information for the tour guides?(1).Refer to documents or other materials;(2).Instructions of excellent tour guides.(3).Cultivation and intensive training;(4).Pay attention to all kinds of details;(5).Strengthen practice and summary.31.Which three factors tour guides should take into consideration integrally when determining the interpretation theme of the scenic spot?(1).the characteristics of scenic spot;(2).the characteristics of the interpretation object;(3).Their own the knowledge reserves.32.Interpretation is a talk of art.What principles should tour guides abide by?(1).The rightness and standardization of the contents(2).The clearness of the expression.(3).The vividness of the interpretation.(4).The flexibility of the interpretation methods.33.The standardization of language is a basic principle that the tour guide should obey.What does it mean?(1).Check the contents of the interpretation carefully;(2).Choose the suitable words;(3).grasp the logical clues of the interpretation accurately.34.Tour guides’interpretation should be vivid and intelligible for the tourists. What should be paid attention to?(1).The interpretation should be with vivid expressions and imitations;(2).Contain good narration,vivid language,and the things loved by tourists.(3).Use moderate exaggeration;(4).Use humorous jokes.35.What are the three main gestures of tour guides in interpretation?(1).Emotional gestures;(2).Indicative gestures;(3)Pictographic gestures.36.The communicative language is a kind of language form for tour guides to communicate with tourists.What form does it mainly include?(1).Appellation language;(2).Apology language;(3).Question and answer language;(4).Persuasion language;(5).Rejection language,etc.37.How to apologize is also an art in the work of tour guides.How many does it mainly include?(1).Apology with smile;(2).Detouring apology;(3).Self-accusation apology,etc.38.What are the four principles for tour guide to apologize to tourists?(1).Apologize sincerely;(2).Apologize timely;(3).Apologize properly;(4).Apologize communicatively.39.What are the main methods for tour guide to answer tourists’questions?(1).right or wrong type;(2).Answer with a rhetorical question(3).Detouring type;(4).Inducing and negating type.40.Persuasion is usually needed in tour guiding.What are the common ways?(1).Inductive persuasion;(2).Detouring persuasion;(3).Implicit persuasion,etc.41.Tour guides should make good use of pauses language in interpretation.What are main ways?(1).Semantic pause;(2).Pause for implies the omission;(3).Pause waiting for the visitors’reaction;(4).Pause for emphasizing.42question and answer method is commonly used in interpretation.What situation is it mainly applied to?(1).When the tour guides needs to attract tourists’attention;(2).When the tourists are low-spirited or distracted;(3).When a connection is needed before and after interpreting one scenic spot;(4).When declarative interpretation lasts too long and needs adjusting.43what are the two main types of tour guide services?(1).Textual-and-audiovisual tour guide.(2).On-site oral tour guide(3).In practice,textual-and-audiovisual tour guide gives priority to on-site oral tour guide and the former should serve the latter.44.Tour guide service is a kind of special service targeted at tourists.What are the characteristics?(1).Serving characteristic;(2).Economic characteristic;(3).Cultural characteristic;(4).Foreign affairs related characteristic.45.What are the characteristics of implementing tour guide service?(1).With high work independence;(2).With a strong sense of responsibility;(3).With high work intensity;(4).A combination of mental and physical labor.46.Tour guide service principle is the starting point of tour guiding.What principle does it include?(1).The principle of customer first and high-quality service;(2).The principle of safeguarding tourists’legitimate rights and interests of;(3).The combination of standardized service and personalized service;(4).The principle of equal service.47what are the basic duties of tour guides?(1).Arrange,organize and accompany the tourists to complete the planned schedules;(2).Provide translation,interpretation,guide and travel life service;(3).Coordinate relations and deal with the problem;(4).Protect the personal and property safety of tourists;(5).Answer inquiries and feedback information.48.What are the responsibilities of local guides?(1).Arrange for tourism itinerary;(2).Accomplish reception;(3).Provide guide and interpretation the service;(4).Safeguard security;(5).Deal with problems.49.What noble characters should an excellent tour guide possess?(1).Love of the motherland;(2).Dedication;(3).Observation of law and discipline;(4).Noble sentiments.50.Tour guides should possess profound knowledge.What does it mainly includes?(1).Political,economic and social knowledge;(2).Cultural knowledge;(3).Psychology and aesthetics knowledge;(4).Touring common sense.50.Tour guides should possess profound knowledge.What does it mainly includes?(1).Political,economic and social knowledge;(2).Cultural knowledge;(3).Psychology and aesthetics knowledge;(4).Touring common sense.51.Tour guides should possess strong work competence.What does it mainly include?(1).Organization and coordination competence;(2).Independent strain capacity;(3).Verbal interpretation competence.52.How can tour guides’interpretation be attractive to tourists?(1).Express information effectively;(2).Integrate content with form;(3).Grasp the interests of tourists;(4).Possess interesting language and flexible interpretation methods.53.What are the main types of welcoming speeches?(1).Standardized type;(2).Chatting type;(3).Entertaining type;(4).Expressive style;(5).Comforting type.54what are the characteristics of guiding on the way?(1).The guiding includes large capacity of interpretation;(2).The guiding includes varied contents of interpretation;(3).The guiding includes flexible interpretation methods.55.What are the common methods of guiding on the way?(1).Combine thematic interpretation with general interpretation;(2).Combine procedural interpretation with impromptu interpretation(3).Combine interpretation with answering questions.56.How can tour guides convey the beauty of natural landscapes to tourists in interpretation?(1).Capture the beauty in form;(2).Highlight the cultural beauty;(3).Deepen the symbolic beauty57.In the waterscape interpretation,what cultural traits should be referred to except its intuitive form?(1).The strength of water;(2).The tenderness of water;(3).The purity of water;(4).The selflessness of water.58.In order to help tourists appreciate the beauty of plants,what features should be highlighted during the presentation?(1).The form;(2).The color;(3).The fragrance;(4).The use;(5).The implied meaning.59.In order to give excellent interpretation of the ancient architectural landscape, tour guides should master requisite knowledge.What should be highlighted in addition?(1).The functionality of the ancient architectures;(2).The style and characteristic of ancient architectures;(3).The structure and principle of ancient architectures;(4).The elaboration and workmanship of ancient architectures.59.In order to give excellent interpretation of the ancient architectural landscape, tour guides should master requisite knowledge.What should be highlighted in addition?(1).The functionality of the ancient architectures;(2).The style and characteristic of ancient architectures;(3).The structure and principle of ancient architectures;(4).The elaboration and workmanship of ancient architectures.60.What is the starting point for tour guides to explain the Buddhist architecture?(1).Clarify the basic pattern of Buddhist architecture;(2).Clarify the art and exquisite features of Buddhist architecture;(3).Clarify the connotation of Buddhist architecture.61.What are the main points for tour guides to explain grottos?(1).The expression technique;(2).The carving techniques;(3).The structure and overall arrangement(4).The key grottos.62.What are tour guides’responsibilities in catering service?(1).Coordination responsibility;(2).Supervision responsibility;(3).Safeguard responsibility;(4).Interpretation responsibility.63.What matters should tour guide pay attention to when the leading expedition tour groups?(1).Obtain a strong body and necessary professional knowledge;(2).Be well prepared in material storage;(3).Take good care of team members;(4).Deal with emergencies decisively.64.What are the main procedures of the leader of the entry and exit service in guide leading?(1).Give out travel documents and air tickets;(2).Assist visitors in sorting luggage;(3).Assist the visitors to report;(4).Lead tourists to accept frontier inspection and safety inspection sequentially.65.What are the main procedures of tour guiding service in scenic spots?(1).Pick up the group,and give a welcoming speech;(2).Remind the tourists of the do’s and don’ts;(3).Carry out related interpretation and deal with emergencies in scenic spots;(4).Give a farewell speech send off words and solicit opinions.二、应变能力知识问答及参考答案（55问）1.How can local guides prevent accident of missing the group?(1).Read the reception plan,and verify the arrival date,time and pick-up location of the group in advance;(2).Verify the exact arrival time of the vehicle;(3)Get to the pick-up location half an hour earlier and wait the arrival of the group.2.What should local guides do if they pick up the wrong group?(1).If the two groups are from the same travel agency,with permission of the agency,the local guides don’t need to exchange.However,the national guide should be exchanged and apologize to the tourists.(2).If the two groups are from different travel agencies,the national guide and local guide should report to the travel agencies immediately,exchange the tourism groups as soon as possible,explain the situation and apologize to the tourists.3.If the tour guides arrive at the airport10am to pick up the group but to be informed that the flight is four hours’delay,what should they do?(1).Inquire about reason for the flight delays immediately,and then rearrange the reception after confirmation;(2).Inform the travel agency to change the time for catering and checking in. Inform the tour bus driver the arrival time and the pick-up vehicle to be well prepared.(3).The original arrangement for the afternoon and evening should be adjusted due to the delay.The amendment should be conducted with the tour operator comprehensively.4.How could local guides prevent picking the wrong group?(1).local guides should strengthen the sense of responsibility,arrive and wait at exit half an hour earlier.(2).local guides should raise up the agency flag and the sign for travel groupsto contact.(3).Local guides should judge and analyze from the characteristics,clothing and logo of the tourists and require afterwards.(4).Local guides should verify the group,national guide,group name and member number.5.If the tour group is to leave ahead of time due to some objective reasons,what should tour guides do?(1).Take the time to complete the planned arrangements.If there are difficulties, local guides should emphasize on the most representative and the most unique tourist attractions;(2).Report to the travel agency and contact with the drivers so as to check out, and retreat meals and vehicles in time;(3).Remind tour operators to inform the next station to change the reception plan.6.What is“miss the flight”?How to local guides deal with it?(1).“Miss the flight”means that the travel group doesn’t leave the station according to the original schedule.It is a kind of temporary retention(2).Local guides should report to travel agency at the first time,and appease the tourists effectively;(3).Local guides should focus on the booking situation of the latest departure at any time(4).All the departments should work together to help tourists leave for the next station by the latest flight or other vehicles.(5).Assist in finding out the cause.7.How could tour guides prevent missing the flight?(1).Local guides and national guides should implement the departure work,check and confirm the date,shift,time and destination etc.ahead of time.(2).Keep in touch with the travel agency at any time during the tour guiding, and check there is any alteration of the shift;(3).Before leaving,do not arrange any visit in scenic spot with complex terrain, free shopping or individual activities in crowded places;(4).Arrange enough time to get to the airport,and ensure that the tour group arrives at the station in advance.8.The flight to Shanghai can’t take off on time and is postponed to the evening due to the weather.However,the flight is cancelled at10pm.The foreigners are low-spirited and unsatisfied,and make a scene.How could the local guide cope with this situation?(1).Explain the situation to the tourists and stabilize the mood of tourists;(2).Book the earliest flight of the second day and make arrangements for luggage and other matters;(3).Deal with the accommodation of tourists in time;(4).Inform visitors tourists the time to get up,have breakfast,and depart on the next second day;(5).Inform the travel agency and tour operators to notify the next station.9.A South Korean tour group arrived at Shuangliu Airport at8:00AM.However, the local guide arrived at8:40AM because of a traffic jam.What should local guides do?(1).Local guides missed the group;(2).Local guides should apologize sincerely to tourists;(3)Local guides should explain the traffic situation to tourists faithfully.(4).Serve tourists with enthusiasm in the following work so as to get the pardon of tourists.10.Because of the snowstorm,the airport is closed and the tour group needs to extend the travel schedule in the city for one day.What should local guides do?(1).Report to the travel agency immediately,and rearrange the dining, accommodation,vehicle and others matters of the tour group;(2).Adjust the reception plan;increase the touring spots appropriately,extend the tour time of main scenic spots;recreational activities can be arranged in the evening so as to comfort the mood of tourists;(3).Keep in touch with tour operators,and implement the flight on the next day for tourists;(4).Inform the travel agency of the next tour stop.11.In peak season,there appears some ticket booking problems.The travel agency has to arrange the tour group to leave for the next stop in advance.How could the local guide coordinate this situation?(1).Get the cooperation of the national guide and the tour manager.Explain the reasons to tourists and get their understanding and support;(2).Clarify the remedial measures;(3).Make full use of time to visit the main scenic spots,change the original plan,and inform the travel agency and the next station;(4).Get the authorization of the travel agency and provide appropriate compensation for tourists.12.If a tourist of a foreign educational tourism group educational finds that he lost his passport during the tour guiding,what should local guides do?(1).Console the tourist and encourage him to recall all the possible places the passport can be,and assist him look for it.(2).If the loss is confirmed,report to the travel agency,and apply for certification.With the certification,the staff can assist the tourist to reissuea passport in relevant departments according to the regulations.(3).The cost should be paid for by the tourist himself.13.If a foreign tourist’s valuable property is stolen in China during the tour guiding,what should tour guides do?(1).After confirmation of the steal,report to the public security organs,travel agency and insurance companies.Assist them to find clues and retrieve the belongings as soon as possible;(2).If the belongings can’t be retrieved,the local guide should assist the tourist issue a theft certification from the local public security organ with a proof issued by the travel agency,with which the tourist can pass the customs inspection and claim for compensation.(3).Console the owner for the loss and relieve discomfort.14.If a Japanese tourist lost his luggage on an international flight to China, what should local guides do?(1).The local guide should get hold of the details,assist to find clues and help tourist register in the airline registration;(2).Help the tourist settle the inconvenience caused by the loss.(3).If the baggage can’be retrieved,assist the tourist claim to the airline with relevant information and procedures.14.If a Japanese tourist lost his luggage on an international flight to China, how should the local guide deal with it?(1).Local guides should get hold of the details,assist to find clues and help tourist register in the airline registration;(2).Help the tourist settle the inconvenience caused by the loss.(3).If the baggage can’be retrieved,assist the tourist claim to the airline with relevant information and procedures.15.If a South Korean tourist group is about to leave a city by train,a tourist finds his camera zoom lens is lost without recalling where he left.The group delegation will arrive in Beijing tomorrow and then go home at night.How should the local guide deal with it?(1).Comfort the tourist,encourage him to recall when and where he last used it, and assist him to look for it;(2).Recording the guest's name,detailed address and telephone ao as to return it to the tourist once find it.(3).If the lens is found after the tourist’s leave,it should be delivered to him and the cost should be taken by the tourist himself.(4).If the lens can’t be found,the travel agency should explain and apologize to the tourist.16.If a tourist finds find his purse missing due to the crowd when they are shopping in a mass market with the local guide’s company,what should local guides do?(1).Comfort the tourists,analyze the possible time and place he lost it,and assist the tourist to look for it.。

英语导游证考试面试导游规范服务知识--资料

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 of the 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 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 ticket for the next destination been booked according to schedule or have they been changed? And has the changed booking been confirmed?(2)Are there any return tickets for the group?(3)Do the tourists hold international air-tickets for domestic flight?(4)Are the group's tickets, i.e. transport tickets for leaving the country, confirmed Ok or do they still remain open?3、In what ways must the local guide make preparations for 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 way of expressing himself.(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 terms off their specialty.(3)In addition，the local guide must be well prepared for questions about hot talks of the town，important news at home and abroad and any other subjects that the tourists may be interested in.(4)If the local guide 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 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 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 occasi on 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 each other in time of need.8、what should the local guide do if the tour escort or the national guide proposed to make a 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 in advance and must collect the money at the set price.(3)If 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 the 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 pieces and then hand them over to the luggage man of the local travel service through necessary procedures.(3)if something is missing or damaged，he should help the owner to approach departments concerned to report and register the loss or claim compensation for the damaged.10、what should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?On this occasion the local guide should advise the tourists to remember the model，color，number and special sign of 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 that need the local guide’s attention in regard to the travel certificates of the tour escort and other tourists?(1)Under normal conditions，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 and，if any，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 passports and Customs declaration forms readily available forexaminations 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 the tour bus，that they must not wander too far away from the group while it’s moving on，and that they must not come back to the hotel too late if they leave the group to stay behind 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 tour, the time and place for meals, the time and place to assemble and the parking place 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 that meals for the group could be properly arranged?(1)Before meals，the local guide should check us things as 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 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 to accompany the tourists to attend it and make them acquainted with 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 as buying admission tickets or hiring a taxi but usually he has no occasion to keep them company.(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 contingency.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)Under 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 the tourists with the sights passed by.Before the tourists get off the bus, the local guide should announce the program for the evening and for the next day, and tell them the time to leave and place to meet.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” that a tourist group has to pass through before it enters a foreign country?The three “outposts’ refer to the check-posts of the three authority organs of the destination country , that is , the Customs, immigration and quarantine check-posts stationed at the city of entry to the destination country. (This means that, before the group is allows 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 before departure time must tourist groups arrive at the airport , train-station or pier so as to ensure that they will not lose the flight, train or ship?In order that the tourist group will not risk losing the flight , train or ship, the tour guide must manage to ensure that his group will arrive at the airport, train station or pier at an earliest possible time .Specific requirements are:(1) If the flight is an international flight or is destined for a coastal city , thegroup 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 must insist that tits to places of tourist he order of tour can be changed but none of the items in the program can be omitted .When occasion requires, he should report the matter to the tour organizer travel service.In case the local guide proposes to add item with extra charge, the national guide must get thecommon consent of the group before he agrees to the proposal.21. What is the national guide required to do whenever the group arrives at a destination city?Every time the group arrives at a destination city, the national guide is duty-bound:(1)To acquaint the local guide with things in the group so as help him with his work(2)To supervise the of the local travel company and, if he thinks necessary, put forward some suggestions;(3)To take care of the tourists to guard against any possible accidents and to solve problems arising from accidents, if any(4)To give advice to the tourist when they are shopping(5)And, to make contacts with people concerned, especially with the travel service in the nest destination city, so that the group may travel smoothly22. What role does the national guide play in the group and what are his responsibilities?The national guide is the representative of the tour organizer travel service .He must join the group throughout journey and take part in all its activities ,His duty is make the whole trip of group well connected between destination cities along the route of the journey ,to supervise the service of the local travel companies to ensure that the set itinerary for the group will be carried into effect ,and to coordinate and harmonize the relations between the tour escort ,the local guide and the driver.In what ways must the national guide supervise the shopping arrangements for group and how should he help the tourist to do shopping?If the local guide has arranged too many times for the group to do shopping and if shopping has taken up too much of the time for sightseeing, the national guide must advise the local guide against the arrangement.When the tourists are shopping, the national guide should advise them to examine the price and quality of the articles they are thinking of buying so that they should not buy any inferior goods or fake products.When some foreign tourists have bought something valuable, especially antiques, the national guide should remind them to keep the receipts for Customs examination. For purchase of ready-prepared them the relevant regulations of the Chinese Customs.23. In what ways must the national guide supervise the shopping arrangements for the group and how should he help he tourists to do shopping?(1) If the local guide has arranged too many times for the group to do shopping and if shopping has taken up too much of the time for sightseeing, the national guide must advise the local guide against the arrangements.(2) When the tourists are shopping, the national guide should advise to them to examine the price and quality of the articles they are thinking of buying, so that they will not buy any inferior goods of fake products.(3)In case some foreign tourists have bought something valuable, especially antiques, the national guide should remind them to keep the receipt for Customs examination. For purchase of ready-prepared Chinese medicines or Chinese medical materials, he should tell them the relevant regulations of the Chinese Customs.24 What is the national guide required to do when the group has arrived in the hotel?(1)When the group has arrived in the hotel, the national guide must take an active part in the work of checking in the hotel(2) While the responsibility of assigning rooms to the group members is usually undertaken by the tour escort, the national guide must take an active part in the work of checking in at the hotel.(3)When the tourists have got their room numbers, the national guide should show them the way to theirrooms(4)If the local guide is not staying in the hotel for the night, the national guide must take full responsibility of taking care of the group(5)In addition, the national guide should note down the telephone number of the hotel reception and must inquire of the local guide about the way of getting in touch with him in case of emergency.25. What should the national guide do in order to supervise the service of the local travel companies?If the sightseeing program in a city is much the same as those as those in the preceding cities, the national guide must suggest that the local guide should make some changes.He must frankly give his opinions to the local guide if he has any complaint about the service of the local tour company; for example .if the meals, hotel or tour bus arranged by the local guide deliberately cancel an item on the sightseeing program in an attempt to add anther item for extra charge before he is authorized to do so, or if shopping has taken up too much of the time for sightseeing If his efforts of taking to the local guide have no effect, he should refer the problem directly to the local travel service leadership or report the matter to the tour organizer if necessary.26、What should the national guide of a foreign tourist group do when the group is about to leave the country?（1）When a foreign group’s trip to our country is coming to an end and the group is going t o leave the hotel for the airport or train station ,the national guide should remind the tourists to check and make sure that they have all their belongings with them and have their travel certificates within easy reach.(2)On the way to the airport or train station, he should earnestly ask the tourists for their comments or complaints on the tour.(3)When the bus is arriving at the airport or train station, he should make a farewell speech to give thanks to the tourists for their cooperation and understanding and express his expectation for their return.27、Try to make a farewell speech to the tourists in the tourists in the name of a national guide .The following points should be included in the speech :(1)Reviewing the trip of the group and giving your thanks to the tourists for their cooperation.(2)Expressing your friendliness to the tourists and your reluctance and regret to park with them.(3)Inviting suggestions and opinions from the tourists.(4)Offering apologies to the tourists if things on the tour were not going smoothly or if the tourists are not satisfied with the service they have received.(5)Expressing your good wishes to the tourists.A National Guide’s farewell Speech (For Reference)Ladies and Gentlemen:Your visit to Chine is coming to an end .In the last 10 days ,you have climbed up on the Great Wall, which is one of the on of the eight wonders of the world and was once said to be the only man-made object on earth man could see from the moon; you have visit the home of the Ming and Qing emperors-the Forbidden City in Beijing ;you have reviewed the guards of honor of the Qin emperor in Xi’an ,I mean the 6000terracotta figures of soldiers and horses dating back over 2000 years, you have feasted you eyes on the beautiful karts scenery in Guilin ,and you have tasted the best Chinese food in Guangzhou …Anyway ,you have got an idea of how China looks like. But, China is a big country with vast territory of 9.6 million square kilometers with a population of 1.3 billion and a recorded history of nearly 5000 years .A 10-day visit to China, as a Chinese idiom goes, is just like a hurried journey of dragonflies, skimming the surface of the water looking for food .Therefore, you should come again if you want to get a better understanding of the country .I look forward to seeing you again in China in the nearfuture. However, I know it is time you went home and rejoined your family .On this occasion before your immediate departure, I should say I’ve got a very nice group of very nice people and it’s been my pleasure staying with you over the last 10 days .I understand that the tour is not a satisfaction to you all and our work leaves much to be desired, so any comments or complaints from you will be much appreciated.Friends, yours has been such a nice group that I hate to say good-bye to you and so I say “See you again!”Take care everybody and I wish you a pleasant journey home!28、In what manner must tour guides behave before the excessive demands and critical remarks tourists?(1)First, he should have the patience to listen to the tourist and must not interrupt them to assert that their demands are unreasonable, or just find an excuse for refusal.(2)Second, he should keep smiling all the time and must not talk to the tourist or become impatient the moment he hears something unpleasing to the ear.(3)Third, he should have the patience to explain to the tourists why it is impossible to satisfy their demands even if they are reasonable and must not flatly refuse them simply by saying “No, it is im possible!”29、What kind of relationship should be maintained between the tour guide and the tourists ? (1)The tour guide must bear in mind that he is the host and must behave as such .He should have the manner of being hospitable, courteous and thoughtful towards the guests.(2)But, the tour guide must not keep much too close a relation with the tourists. He should treat people equally and must not favor one and be prejudiced against the other. He must never tell tales among the tourists, nor must he get involved in the disputes between them.30、How are tour guides to assist foreign tourists to meet with people in China ?When the foreign tourists in a group of a special trade are scheduled to meet with their Chinese counterparts, the tour guides is duty-bound to act as an interpreter. If another interpreter is appointed, he can just sit aside and listen quietly. In case the tourists want to meet with their friends or relatives in China, the tour guide can help them with arrangements, but usually he is not necessarily responsible for interpretation.31、What must the local guide de before setting out to meet the tourist group in order that the group may be properly arranged?In order to make sure that the tour bus for the group is properly arranged, the local guide must: Call the tour bus company to inquire about the model and number of the bus and the name and telephone number of the driver, and the …Get in touch with the driver to decide when and where they shall meet and, at the same time, tell the driver the itinerary and sightseeing program of the group.32、What articles should the local guide get ready for conducting a tourist group ?Before setting out to meet the group, the local guide should get the following things ready for use in conducting the group: adequate copies of tourist maps or brochures and admission tickets according to the number of people in the group, vouchers or cash for meals or other expenses, tour plan of the group, tour guide’s identity certificate, sign board and flag of hi s travel service and so on.33、What should the local guide do when the group is on the way to a tourist resort?When the group is on the way to the tourist resort for sight-seeing, the local guide should …Announce to the tourists the sight-seeing program of the day;Take occasion to make the tourists acquainted with the sights passed by; and …Give them a general description of the place they are going to visit.34、What should the local guide tell the tourists when they gathering in front of the sketch map of the tourist resort?(1)On this occasion, the local guide should illustrate to the tourists the route of their procession, tell then how long they will stay and at what time and what place they shall meet to leave for the next destination.(2)In the meantime, he should make clear other matters deserving their attention while visiting the place.35、What should the local guide tell the tourists when they are having an elaborate dinner of typical local dishes ?On this occasion, the local guide should try to make the tourists acquainted with the famous local dishes, their ingredients, ways of preparation and serving, and the stories relating to them, if any.36、What is the right manner for the national guide to deal with the conflicts between the tour escort and the group member?(1)The national guide must not inquire deeply into the details of their conflict.(2)He must not get involved in their disputes by stating his view to favor one side against the other.(3)On the contrary, he must act as a peace-maker to mediate between them, if possible.37、what should the national guide to do ensure that the tourists will be safe from accident while they are sightseeing?(1)When the group is doing sightseeing, the national guide should help the local guide with his work. He should keep a close watch on the surroundings and the movements of the tourists so as to guard against accidents and see to it that the tourists will not wander away from the group.(2)He should often advise the tourists to stay safe from danger and remind them to take care of their personal belongings. If unfortunately an accident should happen, he must rely on the local travel service to handle it properly.38、What should the nation guide do when the group is traveling long distance (by plane ,train or ship)?(1)When the group is traveling long distance by plane, train or ship, the national guide must try to seek help from the crew to ensure that the tourists will be taken good care of and will stay safe from danger.(2)He should also remind the tourists to watch the safety of their own persons and their personal belongings.(3)He must have their meals and recreational activities properly arranged and make sure that they can have a good rest on board.(4)When traveling on train, he should help the tour leader with the work of assigning sleeping berths to the group members.39 what should the national guide do when the group is to leave a city for the next destination?1 When the group’s visit to a city is coming to an end , the natio nal guide should consult the local guide to make sure that transport tickets for the next destination are confirmed and …2 Help the local guide and the tour escort with the necessary procedures for leaving the city.3 In the meantime, he must keep and take care of the transport ticket and luggage claim of the group.40 how is a tour guide to get mental prepared for conducting tourist groups?(1) A tour guide must be prepared to hear hear hardships and trouble. He not only must render a warm service to the tourist according to the routine working procedure , but must also be ready at all times to tack any problems and accidents probably occurred in the course of the tour and to offer additional service to particular tourist.。

导游证英语规范应用问题

●What would you do to take care of carsick guests?●What would you do when the tour leader asked you to add on a new programlike Xintiandi?●What would you do when the guests requested to move from a 3-star hotel to a4-star hotel?●How would respond to the architects who would like an add-on visit toZhujiajiao for its traditional architecture?●How would you respond to the incident that a guest from the group had to cutshort his tour because of urgent call at home?●How would you respond to the incident that a guest suddenly fell seriously illand had to be hospitalized?●How would you respond to the request of moving from the assigned room to aroom with a river view?●How would you respond to the incident that you got to know just before thedinner that a guest the dinner that a guest from the group is a Muslim?●How would you respond to the request of changing dishes because of suddenillness?●How would you respond to the request by an old couple who choose to stayout of the mountain-climbing program?●How would you respond to the request by a guest who asked you to buy apiece of artifact and ship him after the tour?●What would you do when you find a guest from the group is missing after atour of Yuyuan Garden?●What would you do when a guest from the group tells you that his wallet wasstolen last night and his passport and some cash are in it?●How would you respond to the incident that your guest and you have arrivedat the airport but the local guide is not there meeting you?●The guests are at the railway station to take the train to HangZhou. Whatwould you do at this time as a national guide?●A group from the United States has just arrived at Pudong International Airport.What would you do when the tour leader told you that a piece of luggage was missing?●Y ou got an itinerary of the two-day tour of your group. How would you makegood use of the plan to get prepared for the work?●Y ou get an urgent call for you to meet a group at Hongqiao Airport at 3 pmand the driver is already there. What would you do when you arrive at the airport?●Y ou are at the airport expecting a group from Singapore. What would you doto find your group easily and right?●Deliver a welcome speech to the newly arrived guest?●Deliver a speech to the guests who are leaving Shanghai?●How would you respond to the incident that an overseas Chinese lost hiswallet with his passport in it?●What would you do when the program in your itinerary is a one-day tour ofZhouzhuang and in the tour leader’s is a tour of Suzhou?●What would you do when you are taking the newly arrived guests on the wayto their hotels?●What would you do when you are check in a group at a hotel at 2 am?●What would you do when you check in a group at a hotel at 9 pm?●What would you do when you take a group to dinner at 6 pm?●What would you do when your guests are leaving the hotel for the airport?●What would you say before you let the guests get off the coach for a tour ofthe attraction?●What would you do when seeing guests off at the airport?●How would you design the tour to help guests enjoy the beauty of YuyuanGarden?●What would you do to ensure the success of a shopping tour?●What would you do to get prepared for a 10-day tour across the country?●When and where is the national guide required to make presentations orspeeches?●How would you guide a tour make up of clergymen?●How would you do when working with a tour make up of individualconventioneers?●What would you do when a guest suddenly fainted out of sunstroke? Howwould you prevent such a case from happening?●What would you do as a national guide when you have just arrived at BeijingAirport with your group?PS：此次上课内容及其英语资料，请大家切勿外传，谢谢！（大家都是聪明人，不要做犹大噢！）:P。

导游业务问答(英语版)

Questions and answers on professional guides’ operation导游业务题库Question 1: What preparations should the local guide make before receiving the tour group?1.Operational preparations including double-checking the inter-agencytransmittal, group booking sheets and the tour reception plan, preparing theday-by-day itinerary and confirming the reservation for the tour coach, hotel,meals, air/train/boat tickets, etc.2.Get himself linguistically prepared. Get himself acquainted with populartopics and domestic and international current affairs and arm himself withgeneral knowledge for travel.3.Get the following ready: the guide badge, the tour reception plan, thevouchers, cash, the agency flag etc.4.Get himself psychologically prepared. and make himself look professional. Question 2: W hat should the L/G do before the tourists’ arrival?(1)Reconfirm the arrival time of the vehicle.(2)Contact the bus driver.(3)Arrive at the airport or rail station half an hour earlier.(4)Reconfirm the arrival time of the flight or train once again.(5)Await the arrival of the group with the sign at a place where the guests caneasily see you.Question 3. What are the dos and don’ts for the L/G during his first on-the-way introduction?(1)He should stand (or sit if it’s a mini-bus) in the front of the bus so that everyguest can see him.(2)Bear a smile. Look natural.(3)When testing the mike, don’t pat or blow into it. Do it by way of greeting suchas “hello, can you hear me?”(4)Speak in a medium volume and rate. Repeat or explain what’s important. Question 4. What should the first (on-the-way) introduction include?(1)Views on the sides.(2)Background information of the city and its people.(3)Introduction about the hotel, their temporary home.(4)Itinerary in this city. Handing out the relevant materials.Question 5. What should the L/G do to make the first hotel check-in smooth?(1)Help the tour leader go through the check-in formalities.(2)Tell the group about the hotel facilities and service items.(3)Bring the group to have the first meal.(4)Repeat today’s or tomorrow’s arrangements.(5)Help the guests and their baggage into their rooms.(6)Discuss about the wake-up time with the tour-leader and the national guideand ask the tour leader to inform the group. Book the wake-up time with the receptionist.Question 6 How is the L/G supposed to take care of the first group meal?(1)Appoint when and where to meet with the group.(2)Show the group to the restaurant and help the guests to be seated.(3)Explain the meal regulations, such as what beverages are included and whatare not.(4)When the guests have started eating, wish them “Good Appetite”beforeleaving for dinner himself.(5)If the group is to dine out, the local guide must inform the restaurant inadvance about the arrival time, group code, nationality, number of persons, meal standard and special requirements etc.Question 7 What should the L/G do to present an on-the-way introduction well?(1)Talk about the views along the way and answer questions from the guests.(2)Give a brief account of the scenic spot the group is heading for so that theguests may be interested.(3)Organize some discussions or games if the trip is long and keep the touristsentertained.Question 8What points for attention should the L/G remind the tourists of after arrival at and before entry into the scenic spot?(1)Duration of stay in the scenic spot and when and where to meet after the visit.(2)Information about the bus, such as type, color, license number etc beforegetting off the bus, and tour route as well as points for attention before entering the scenic spot.Question 9 What should the L/G do to present a good introduction and render other professional services at the scenic spot?(1)Make sure to let the tourists fully enjoy the scenic spot within the scheduledtime and money.(2)In order to prevent the tourists from getting lost, the L/G should stay withthem all the time and keep checking the number of persons. Special care should be given to the old, the weak and the disabled tourists.(3)In introducing the scenic spots, the L/G should have a plan as what to say first,what to say next and what stories and interesting episodes to be included. The information he gives should be in details and true with fluent expressions.(4)He should adjust the contents and his speech pace according to the guests’responses. In a word, he should try to give the guests a great enjoyment with colorful, interesting and enjoyable guiding speeches.Question 10 What preparations should the L/G make when the tour of one city is completed and before the tour group departs for the next city?(1)Check the travel tickets one day before the group leaves the city. The items tobe checked include the group code, number of persons, name of the national guide, flight (or train or ship) number, departure time, from which airport or station the vehicle leaves etc. He should also remind the T/L to reconfirm the air tickets 72 hours ahead of time if the group is leaving China from the city.(2)Decide on how the check baggage is to be arranged.(3)Discuss about the times of wake-up call, breakfast and departure and informthe guests as well as the hotel reception.(4)Ask the guests to clear their bills with the hotel ahead of time.(5)Remind the guests to keep their ID card or passport, valuables and receipts ofvaluable purchases in their hand baggage.(6)Return all kinds of certificates or receipts to the guests if any.Question 11Generally, what services should the N/L render to the tourists on the way from city to city?(1)Take good care of the tourists.(2)Remind the tourists of personal and property safety.(3)Seats should be allocated by the T/L before hand.(4)Safe keep the check baggage receipts and travel tickets and hand the formerover to the local guide in the next destination.Question 12 How should the N/G cooperate with the L/G during the tour in each city?(1)Actively cooperate with the L/G in each city. Inform about the group and thegroup’s special needs.(2)Give suggestions in terms of activity arrangements if they’re identical with theones in the previous stops.(3)Keep an eye on the group members to prevent them from getting lost.(4)Keep reminding the group members of their personal and property safety. Incase of emergencies, he should handle them properly with the help of local governments.(5)Be a good consultant for guests in shopping.(6)Actively communicate with the L/G and T/L to make the whole tour smooth. Question13. What and how should the L/G do in case s/he is late for meeting the arrival group on schedule?（与109交叉）(1)Apologize for being late, no matter whose fault it is.(2)Explain the true cause and apologize again when the tourists calm down a bit.(3)Get the group on board the bus as soon as possible and leave the airport or trainstation.(4)Provide excellent service to win the guests’ heart.(5)Give some kind of compensation such as little souvenirs, extra dishes andbeverages etc.Question14. What and how should the L/G do in case the group he/she is meeting doesn’t show up?(1)Ask the staff members at the airport or train station whether the flight or trainhas arrived, whether all the passengers have come out of the premises.(2)Contact the travel service immediately and find out the reason.(3)Stay in the airport or station to wait for the group if it’s coming on a later flightor train soon. If the group is coming a long time later, return to the travel service for further instructions.(4)On the way back to the city, go to the hotel the group will be staying at to checkwhether the tourists have arrived and checked in by themselves.Question15. How should the guide handle the case in which a Singaporean tourist has lost his/her passport in sightseeing?(1)Get a certificate from the travel service.(2)Get a certificate from the Security Bureau with the help of the one from thetravel service.(3)Go with the certificate and a few photos to the Singapore Consulate in Shanghaito get a new passport.(4)Go to the Public Security Bureau to get a new visa.Question16. How should the guide handle the case in which a Malaysian tourist has lost his/her passport in sightseeing?(1)Get a certificate from the travel service.(2)Go with the certificate and a few photos to the Public Security Bureau to reportthe loss and apply for a new passport.(3)Go to the Malaysia Consulate in Shanghai to get a new visa.Question17. How should the guide handle the case in which a Taiwan compatriot has lost his/her travel permit/certificate in sightseeing?(1)Get a certificate from the travel service.(2)Go to the local China Travel Service or the administrative department forleaving and entering China to report the loss.(3)When proven, he’ll be issued with a departure certificate for a single returntrip.Question18. What measures should the guide take in case a fire happens during the group’s stay in the hotel?(1)Dial 119 to report the fire.(2)Inform the T/L and all the group members to evacuate the building throughemergency exits.(3)Help the group members to save themselves.(4)Handle the following-up problems.Question19. What measures should the guide take in case a traffic accident happens on the way of sightseeing?(1)Help the wounded especially the seriously wounded ones. If not possible, call120 for help.(2)Report the case to police and protect the accident scene.(3)Report to the travel service as soon as possible for instructions.(4)Console the other group members and continue doing sightseeing with them ifthe accident is not serious.(5)Cooperate with the departments concerned for investigations and the travelservice for handling following-up problems.(6)Write a report in details.Question20. What should the guide do in case the tourists suffer from food poisoning?(1)Ask the tourists to press vomiting and drink a lot of water to accelerateejection and reduce toxicity.(2)Send the tourists to the hospital nearby for medication and ask the doctors tomake out a diagnosis certificate.(3)Report to the travel service as soon as possible to sue the restaurant.(4)Work with the travel service to claim damages from the departmentsconcerned.(5)If it’s a serious case, the travel service must report it to the superiordepartments and the domestic travel service, which arranges the whole tour of the group.Question21. What should the guide do when s/he learns that one of the tourists is sick?(1)Tell the sick tourist to see a doctor and take a good rest.(2)Arrange room service for him if he’s staying in the hotel during the day.(3)Pay him a visit after the group comes back to the hotel to show concern.(4)Go with the sick tourist to the hospital when necessary.(5)He shouldn’t give any medicine for his own use to the sick tourist to take.(6)Costs occurred are to be paid by the tourist himself.Question22. What should the guide do in case a tourist needs to be hospitalized?(1)When traveling in a vehicle, get the emergency help ready at the destination.(2)Report to the travel service as soon as possible.(3)Send the patient to the hospital, accompanied by the T/L or relatives.(4)When an operation is necessary, get the relative or T/L to sign.(5)Safe keep the documents from the hospital.(6)Continue touring with the rest of the group.(7)Take care of the following-up problems.Question23. How should the guide handle the case in which some of the tourists complain about poor service?(1)Communicate with the complainant without getting other tourists to beinvolved.(2)Listen tentatively to what the complainant has to say. Don’t try to explain ordeny at once even if the complainant is being overstating the problems. Allow him to give vent to his dissatisfaction.(3)Judge and analyze the cause of the complaints.(4)Apologize for the improper service and try to make it up.(5)Dissuade the complainant from raising the case to the administrativedepartments and get him and the concerned department to make a compromise. However, if the complainant insists raising the case to the administrative departments, the guide should offer help.(6)Continue providing excellent service even if the complaint is against the guidehimself.Question24. How to handle illegal religious activities?If a tourist gives out religious materials and conducts other religious activities ina tourist place, the guide should point out to him (her) that without the invitationand permission from the religious organization in our country, those activities are not allowed. However, while dealing with such cases, special attention should be paid to the interpretation of the policy and the approaches applied. But if they insist regardless of the warning and have an obvious intention to makedisturbance, it should be reported to the relevant departments such as religion, judiciary or public security.Question25. What is the procedure of handling an accident during a tour?(1)Organize first aid(2)Protect the scene of the accident(3)Immediate report of the accident to the relevant department.(4)Handle the following-up issues properly.(5)Compensate the tourist accordingly.Question26. What are the characteristics of the job of tour guide?1) It is a tough job related to accommodation, transportation, sightseeing, shopping entertainment of tourists.2)A tour guide should be able to carry out duties independently.3)It is a combination of brainwork and physical work.4)A tour guide may fall into all kinds of temptations.5)It is a cross-cultural job.Question27. What are the duties of a local guide?Arrange the sightseeing tour.Be in charge of reception job.Introduce tourist attractions.Safeguard the safety of guests and deal with special cases.Question28. What materials should a local guide prepare before receiving a group? The receiving plan; the tour guide certificate; the service card; the guiding flag; the welcome board and the receipts and so on.Question29. With whom should a local guide count the luggage?A local guide should count the luggage with the tour leader, the national guide and the luggage man.Question30.What should a local guide do before going to a scenic spot?1)Arrive at the departure place at least 10 minutes ahead.2)Count the number of the tourists after they get on the bus.3)Check meals the group will have in the day.4)Remind tourists of what they should pay attention to during the tour.Question 31.What should a local guide do on the way back to the hotel after a day’s tour?1) Recall the tour today, answer tourists’ ques tions and give a additional introduction to the scenic spots visited.2).Introduce the scene on the way.3). Announce the itenerary for the next day.4). Arrange the morning call for the next day.Question32. What should a national guide do while a foreign group will leave China?1).Before leaving the hotel, the national guide should remind tourists to settle accounts with hotel.2) Remind tourists to take their personal belongings , relevant documents and certificates.3) Ask tour leader and tourists to fill in tourists’ advice form.4) Apologize for the poor service and do something to make up for it.5) Give a farewell speech on the way to the airport6) See the group off, and help tourists to go through outbound formalities.Question33 .What knowledge should a tour leader have after receiving an outbound travel plan?1)Be familiar with relevant knowledge about the destination countries.2)Be familiar with professional knowledge about outbound travel.Question 34.What should a tour leader do before his/her group go outbound?1)Be familiar with the information about his/her group.2)Check the travel documents and certificates, tickets and forms of tourists.3)Do material preparation.4)Do knowledge preparation.5)Contact outbound travel service to confirm the travel plan.6)Have a meeting before departure and inform tourists of relevant arrangements and what they should pay attention to.Question 35.How can a local guide have a good command of a group?A tour guide should be sincere and warm-hearted to tourists.A tour guide should work in a proper order.Question36. How will a local guide work with a tour leader?1). Respect tour leader and support his/her work.2.) Communicate with tour leader to avoid quarrel and misunderstanding if there is disagreement.3). Stick to the rules and regulations of his/her travel agency.4) Be a respectable guide.Question37.. How will a local guide work with the driver of his/her group? Remember to address the gathering place and time in Chinese again while taking a foreign group.Inform the driver of any change in itenerary in advance.Discuss the itenerary with the driver.Take the driver’s profit into consideration.Question38. On what condition can a tour guide arrange optional tour for tourists?1) The tourists have finished their arranged tour.2) The tourists have enough time for the optional tour.3) The guide should get the approval of his/her travel agency.4) The tourists agree with it.Question39. What products does a travel agency have for individual tourist?1) Mini package tour2) Single optional tour3) hald-day tour, a-day tour or several-day tour and so on.4) self-drive tourQuestion40. What are the optional items for a mini—package tour?lunch, supper, tour guide, entertainment and tours.Question 41.What are the principles for a tour guide’s oral presentation? Accurate, clear, lively and flexible.Question 42.What are the roles that humor plays in guiding service?Harmonizing relations, adjusting mood, avoiding troubles, teaching through lively activitiesQuestion 43.What are the commom artificial respiration methods?Mouth-to-mouth insufflation, chest pressure and back pressure.Question 44.What should a tour guide do if one of his tourists gets bitten by a snake? First, he should calm down and keep the victim calm. Then, he should apply a bandage, wrapped two to four inches above the bite, to help slow the venom. He is also supposed to help the victim wash the wound and draw venom out of the wound. And call ambulance for help.Question 45.What should a tour guide do if one of his tourists gets heart attack?First he should help the tourist lay down with his head a little bit higher. And then ask the relatives of the tourist or other tourists to take some medicine from the tourist’s pocket. At the same time, call 120 or 110 for help. If the tourist’s heartbeating stops before medical help arrives, the tour guide should also carry CPR.Question46. What are the procedures to deal with tourists’ personalized requirements? Clarifying the purpose of the personalized requirements, trying to meet the proper requirements, listening attentively and explaining reasons if having to turn some tourists down, showing full respect while maintaining due self-respect, keeping the service quality of the whole tour.Question 47. How should a tour guide handle a tourist’s request to change meal?If the request is proposed 3 hours before the meal begins, the tour guide could contact the restaurant to meet the request as possible as he could. While, if the tourist brings the request just before the meal, the request couldn’t be taken and explaination should be in place. If the tourist insists, whatever dish he orders, it should be paid by the tourist.Question48.What should a tour guide do if one of his tourists wants to buy some antique?The tour guide should suggest the tourist buy antique at designated antique shop rather than from some street vendors. The tourist should also be reminded that he must keep the invoice and the seal on the antique in case the customs will check. If the tourist is suspiciously up to smuggling, the tour guide should report to the police immediately.Question49.What should a tour guide do if one of his tourists wants to meet some special figures, eg national or provincial leader?As a tour guide, he shouldn’t make contact personally. After identifying the purpose of meeting, the identity of the tourist, the tour guide should report the case the travel agency, which forwards the tourist’s request according to related regulations. If the request is turned down, the tour guide could decline the tourist in a polite way. Question 50. What procedures should be done if one of the tourists loses his passport ot visa?First, he should ask the travel agency which is located in the city he loses his passport or visa to issue a certificate for the loss. With the certificate issued by the travel agency, he should report to the local police station for another certificate, with whichhe can apply for a passport replacement from his country's embassy in China. Finally, he should apply for another visa with the passport replacement from the local Public Security Bureau.Question51. What are the types of air ticket?Normal fare ticket, excursion fare ticket, group fare tour ticket, chartered flight ticket. Question52. What are the types of passport?Diplomatic passport, business passport, regular passport.Question53. Waht are the types of visa?Diplomatic visa, courtesy visa, business visa, regular visaQuestion54. What are the limitations in terms of foreign currency for an outbound Chinese tourist?For an outbound Chinese tourist, if he takes less than 5,000 US dollars, he doesn't have to declare at the customs. If the currency stays between 5,000-10,000 US dollars, he has to declare at the customs. He can't take more than 10,000 US dollars with him. Question55.What is the normal procedure for a local guide to meet guests at a railway station or airport?Prepare to meet the group including checking the arrival time, arriving half an hour in advance).Find the group.Introduce yourself.Check the number of the group.Gather to board the bus.Question 56.What should a guide do when the tourists arrive at the hotel?Help them check in.Introduce the hotel facilities.Note down the room number of the tour leader and that of the national guide.Inform the tourists of the itinerary just for the day or the next day.Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms.Check and discuss the itinerary in detail with the tour leader.Question 57. Please narrate the main duties of the national guide.Carry out the reception plan.Maintain contact with related departments.Organize and coordinate travel activities.Protect the safety of tourists and resolve problems.Do propaganda and investigation.Question 58. Being a guide, how would you take care of the aged tourists?Slow down walking speed and speaking speed.Answer their questions patiently.To prevent the aged tourists from getting lost, the tour guide should keep telling them the parking lot of the tour bus, the tour route in the scenic spot, etc.Tell the aged if anyone does get lost; stay there until the tour guide comes to get him/her.Don’t hurry them up during the tour; let them often have a rest when they fee ltired.Question 59. If a guest tells you that her earring is missing, how would you help her?Conform of the loser and inquire of your guest when she last saw her earring, and whether she has misplaced it somewhere.If she concludes that it really has been lost, make sure to ask her for detailed information and then report the case to the Public Security Bureau in the shortest time possible.Next, report the case to the travel service authority for advice and assistance.If all these efforts prove in effectual, request the tourist’s name and contact address so that the lost earring will be mailed to her when it is retrieved.Question 60.What should a guide do if he/she does miss receiving the group?（与109交叉）Tell the tourists the fact, make apology sincerely if it is the tour guide’s fault.If there is some other reasons, you should make more explanation patiently to clear up certain misunderstanding;Try your best to reduce the tourists’ loss to the minimum. For instance, offering better and attentive service, and at the same time taking them to the sightseeing places in their schedule as much as you can.Question 61.What should a guide do if a tourist has lost his checked luggage at the airport?Take him to the Lost and Found Department and fill in a form.Write down some information of the guest or his guide: name of the hotel he is going to stay, the telephone number or room number if possible.Keep in touch with the airport and check frequently during the trip.If the luggage cannot be found, help the tourist buy some daily necessities.In case the lost luggage cannot be found shortly before he leaves the local place, further information of the whole trip in China is needed.If the luggage does get lost, repay him in accordance with international convention.Question 61 . If a tourist wants to taste some local delicacies on his own, what should a guide do?If a tourist wants to taste some local delicacies on his own, the guide could help him to contact some related restaurant and make a reservation for him.Remember to warn him of the safety.Ask the guest to bring a hotel card with him in case he gets lost.Tell him he’ll pay for all his expenses.Question 62.B ecause of some natural disaster (earthquake, floods, tsunami etc.), the next destination has to be cancelled, what should a guide do?Explain the situation to the guests.Work out a tentative itinerary and report it to travel agency.Arrange the group’s meals, rooms and coach etc.Adjust the itinerary: add some more scenic spots, stay longer at the main attraction.In a word, make the journey interesting and lively.Question63. How can the national guide, local guide and the tour leader cooperatewith each other to guarantee the smooth pro gress of the tourists’ activities?The key to guarantee the smooth progress of the tourists’ activities is the good cooperation among the national guide, the local guide and the tour leader, which relies on the common effort of the three parts. The three parts should do as the following:Get the mutual cooperation by exchanging information and communicating with each other in time.Respect the rights and benefits of each part.Combine the work with the emotion in order to establish the friendship, and respe ct each part’s privacy.Learn from each other and take the responsibility bravely.Question64. What is a reception program, as a local guide, when you are reading the reception program, what is the knowledge about the tour group that you should know?The reception program is the contractual arrangement between the sponsor travel agency and the local travel agency, and it is the basis for the tour guide to know the fundamental condition of the tour group and to arrange the itinerary.As the local guide, before the arrival of the tourist group，what he/she should know is as the following:The general condition of the tour group, including the name of the travel agency, the contact number, the nationality, the language used, the name of the tour group, the group code, and so on.The background of the tourist group members including the number of tourists, name of the tourists, job, gender, and religious belief.Traveling route and transport condition.The traffic ticket situation.The special requirements and taboos of the tour group.Whether the certificates needed to be prepared beforehand.Question65. If some of the tourists want to have dinners themselves instead of enjoying dinners with others together, as a local guide what should you do?Firstly, the guide should try to persuade those who want to have dinner by themselves to join the group to have dinner together.Secondly, if the tourists refuse to have dinner with the group he may order alternative dishes for them.Thirdly, if the tourists still refuse to have dinner together. The tour guide may agree they could have their meal in other restaurants nearby. But the tourists should bear the food expense themselves.Question 66. You are a guide from Anhui Overseas Travel Service meeting the Browns at the airport. You pick them up and take them to the Hefei Shangri-la Hotel. Afterwards, you leave with the driver and hurry back to take care of your mother in the hospital. Are your actions appropriate as a tour guide? What are the correct actions you should take?The tour guide’s action is not appropriate, because a local guide should not leave tourists in the hotel without fulfilling the basic requirements. And the guide’s right。

英语导游面试-知识问答24题

英语导游考试--导游知识问答24题1、Upon the news that some change has been made, the tour guide hurried to the station to meet a tour group. When he arrived at the station, he found that the guests had been waiting outside the station for quite a long time and they were quite annoyed with that. What should the guide do with such a situation?1)Firstly, the tour guide should apologize to the tour group, tourleader and national guide.2)Then the tour guide should explain the matter and express hissincerity to serve the tour group.3)The guide should take actions to make up for the fault and tryto win trust from the tourist.4)As required by the case, the tour guide may makecompensation for the tourists.2、When the local guide is about to meet the tour group as planned, he got a call from the national guide that the group would not arrive until the next evening. How should the local guide deal with it?1)First, the local guide should contact the hotel and restaurant to cancel theaccommodation for the day.2) The local guide should make arrangement for food, accommodation and transportation for the next day.3) Next, the local guide should make new schedule for the tour guide’s stay in the city and try reserve the original items.4) If it is difficult to keep theoriginal project, the tour guide should try to retain the mostrepresentative and unique scenic spots.3. A local guide went to the airport to receive an overseas group which has no accompany of a national guide. It not until checking in at the hotel did the guide found out that it was not the group that he was supposed to meet. Under such a circumstance, what should the guide do?1) Firstly, the local guide should find out the cause for his mistake and try to contact the right group as soon as possible. He should also report the matter to the travel agency.2) If both of the two groups were the agents of the same travel agency, the tour guide may not change the tour group. Otherwise, the local guide should try to exchange the tour groups as fast asthey can.3) At last, the local guide should explain the matter to the guests and make a sincere apology.4. If the tourists lost his luggage on his trip to China, how should the guide handle the situation?1) The guide should take the guest to report the lost to the airport and make registration.2) Before the luggage is found, the guide should help the guest buy some necessities.3) If the luggage hasn’t been found yet till the end of the tour, the tour guide should inform the airline company of the guest’s relative information.4) If the luggage is confirmed to get lost, the guest should ask the airline company for a claim.5．Xiaoli, a national guide, found that a senior tourist got lost when he took a tour group for sightseeing in Mount Wuyi. After confirmation that the tourist did get lost, he inquired the guest’s friends, but they had no idea where he went either. What should Xiao Li do then?1) He and tour leader should look for the guest immediately while the local guide would take other tourists to go on sighting.2) He should report to the police station or other management sectors of the resort area for help.3) He should also contact the hotel to see if the tourist has returned to the hotel.4) Report the matter to the travel agency.5) Deal with problems arising the accident.6) Write a report about the accident to the travel agency.6. In what circumstance will the tourists get lost?1) The tour guide doses not speak the parking lot and route clear.2) The tourists enjoy the scenery so much that he forgets to leave.3) The tourists forget the address or route when looking around on their own or doing shopping.7. How to avoid traffic accidents during tour?1) Before the tour, the tour guide should remind the driver to check the bus, and if anything wrong was found with the bus, it should be replaced.2) When planning itinerary, the tour guide should consider the time needed for driving and should never hasten the driver to drive fast or over speed.3) If the weather is bad, or the road is in poor condition, the tour guide should alert the driver to take care.4) The tour guide should prevent other people to drive the bus and remind the driver not to drink8. If a tourist had a cold and fever after check-in, what should the guide do?1) The guide should show concern to the tourist and persuade him/her to see a doctor and help the tourist contact clinic or accompany the tourist to hospital.2) The tour guide should advise the tourist to stay in hotel instead of going out with the group. And the guide should make arrangement for the tourist’s meals.3) The tour guide should make it clear to the tourist that he/she should pay for the fare.4)The guide is forbidden to give medicine to tourists.9.What should the guide do if a tourist feels carsick or airsick?1) Ask the tourist to tighten his belt to ease the disease.2) Ask the tourist to take the medicine he carries.3) As the tourist gets better,the guide should tell him not to drink alcohol or eat too much.4) The tour guide should consult with the tour leader to let the tourist sit in the front or middle of the bus.10. During the tour, if some young people ask the local guide to take them to the nearby seaside or lake for swimming, what should the guide do?The tour guide should remind tourists of the danger and dissuade them from going swimming.If the tourists insist on this idea, the guide can organize them to swim in the swimming pool and remind them be careful.11.An old couple from a foreign group asked for breakfast in their room? Is this reasonable?It is reasonable for the couple to ask for such service. If the hotel provides room service, the guide should help meet the needs of the guests and tell them that the service charge is paid by themselves.12. How should the local guide determine and notify the time of morning call?Before leaving the hotel, the local guide should confer with the tour leader to determine the time of the morning call for the next day and ask the tour leader to inform the tour group.And the local guide should ask the front desk or the floor service counter or the operator to give the morning call.13.How does the local guide conduct a sightseeing tour on the way to the scenic spots?1) Repeat the schedule of the day, including the time and place of lunch and dinner, how long it will take to arrive at the destination, and important international and domestic news of the day.2) In sightseeing tour, tour guide should introduce local customs, culture and landscape, and answer tourists' questions.3) Introduce the scenic spots they are going to visit.4) If it is a long-distance trip to the destination, the tour guide should activate the atmosphere by talking about some interesting problems or organizing some recreational activities.14. How should the local guide help the guests with their first meal?Before the meal, the local guide should tell the guests how, where and when to have the meal.He should also let the guest know some rules. For example, he should tell guests that they should pay for the extra drinks and dishes they order.15.A tourist group is traveling in a coastal city in Southeast China. Half an hour after dinner, many tourists began to vomit, diarrhea, and some even had a fever. How should tour guide deal with this situation?The tour group was identified as food poisoning.First of all, the tour guide should help tourists detoxify by making them drink more water.Then send the tourists to the hospital for treatment and ask the doctor to write a certificate.Finally, the tour guide should report the matter to the travel agency and the restaurant should be held responsible.16.While walking around the residential area, the tourists suggested to the guide a tour of the residents' houses. How should the tourist guide respondto this suggestion?The tour guide should tell the tourists that it is impolite to visit strangers' homes unexceptedly, which will cause unnecessary trouble and misunderstanding.If the tourists insist on this advice, the tour guide should first seek the consent of the local residents and remind the tourists to respect the local customs.17. A tour guide receivedcalls from tourists who said they had been robbed of their mobile phones andwallets and asked them to report the theft to the police. What should a tourguide do?1) The tour guide shouldimmediately report the incident to the police, telling them the time, place andway of the incident, the name of the victim and the stolen goods.2) Report the matter to thetravel agency and ask for instructions.3) Appease the tourists andcontinue the trip.4) Write a report on theincident, which should include the nature of the incident, the action taken,the reaction of the victim and the request.18. What should the tour guidedo if the tourists faint from heat stroke?1) First of all, the guideshould transfer the tourists to a shady place with the help of others.2) Then the guide should askthe tourist to lie on the ground and unbutton his clothes to cool him down.3) Ask the tourist to takesome medicine or put pressure on his plitrum to revive him.4) If the situation isserious, take the tourist to a nearby hospital.19 A foreign visitor raised anumber of controversial issues during his visit, such as human rights and birthcontrol. What should the guide do?1) The tour guide should introduce and explain our country's policies totourists so as to eliminate misunderstandings.2) The tour guide can analyze the special national conditions of our countryand seek common ground while reserving differences.3)If the tourist has the purpose of malicious attack and slander, the tourguide should refute his views firmly and avoid conflict with him at the sametime.20. A tour group requests to go to the local churchfor religious service. How should the tour guide handle it?1)Before obtaining permission from the church and the police, the tour guideis not allowed to meet the requirements and arrange to visit the local church.2) If tourists distribute religious leaflets in China, the tour guide shouldstop them and introduce China's religious policy, that is, foreigners are notallowed to preach and distribute religious leaflets in China without permisson.3) If the tourists do not comply with the policy, the tour guide should be timely report it to the police.21. During one trip, the tour leader asked the local guide to change to a better hotel and claimed that he had contacted one. In this case, what should the local guide do?1) The local guide should tell the tour leader that the cost of replacing the hotel and the price difference will be paid by the tourists.2) The local guide should report it to the travel agency so as to arrange other matters.3) The local guide should reconfirm the reservation to ensure that there are enough rooms in the hotel.4) At the same time, the guide should cancel the original reservation and apologize for the cancellation.22. A tourist requests to change a room because his roommate snores so loudly that he could not fall asleep at night. How should the national guide handle the problem?1)First the national guide should ask the tour leader to make adjustment among the tour group.2) If this method fails, the national guide should negotiate with the hotel to arrange an additional room for the guest and make it clear to the guest that he should pay for the relevant expenses.23. A tour group has reserved Chinese meal for their lunch at the first place. However, just half an hour before the lunch, the tourists propose to have western food. What should the tour guide do for the time being?First, the tour should explain the policy to the tourists that the cancellation and change of meal should be proposed three hours ahead of schedule.Otherwise, the restaurant would not accept the requirement. If the tourists insist on having western food, the tour guide may have the tourists order and pay for the meal by themselves.Besides, the guide should tell the tourists that they could not get a refund for not having the Chinese food.24. What should the tour guide do if a tourist invites him to have a meal?First the tour guide should decline the invitation politely with thanks. If it could not be turned down, the tour guide should go for the meal punctually. During the meal, the tour guide should introduce the characteristic of local dish to the tourists and be careful of his manner to avoid overshadowing the host.。

导游面试较常见的英语问题(2)

导游面试较常见的英语问题(2)这是一篇由网络搜集整理的关于导游面试较常见的英语问题的文档，希望对你能有帮助。

导游面试较常见的英语问题Dialogue A(I= Interviewer 主试人A= Applicant 申请人)I：Hello，Mr. Li. Won't you sit down?A：Thanks a lot.I：I'm Weimin Liu，the personnel manager.Nice to meet you.A：How do you do，Mr. Liu?I'm pleased to see you.I：Now let's start with your identification. Please tell me your full name.A：My full name is Ming Li.I：Where do you come from?A：I come from Guangxi Zhuang Autonomous Region.I：How many people are there in your family?A：There are five of us：my grandmother，my parents，and elder sister and me.I：How do you get along with your sister?A：We get along very well.She is one year senior to me. When I go home during holidays every year，we go boating and mountain climbing together a lot.I：Do you think you are quite extroverted or introverted?A：Well，I always enjoy being with a group of people and chatting with others. But when I come to be reading，I prefer to be by myself.On the whole，I'm quite outgoing.I：Why do you want to be a tour guide?A：I like to travel and I also like meeting various kinds of people，so I think guiding Chinese tourists abroad would be interesting.I：What courses have you completed at Beijing Institute of Foreign Languages for Tourism?A：In addition to English，I have studied economics of tourism，tourist marketing，tourist psychology，tourist cultures，tourist etiquette science，guiding methods and techniques，vocational ethics of tourism，law of tourism，and so on.I：Have you learned any other foreign languages other than English?A：Yes，I have learned a little French and German as well.I：What are the responsibilities of a tourist guide?A：A tourist guide must be responsible for arranging and coordinating tour activities，and offering service of transportation，accommodations，sightseeing，shopping and entertainment.I：Have you ever had any actual experience as a tourist guide?A：I have a little experience.I guided a few groups of foreign tourist around Beijing last winter vacation.I showed them to the Great Wall，the Imperial Palace，the Ming Tombs，the Temple of Heaven，and the Summer Palace.I：Then you may know that it's hard work.A：Yes，I know. But I don't mind working hard.I：Have you sat for the National Examinations for Tourist Guides?A：Yes，I have got a qualification certificate.I：If we engage you as a guide in Overseas Department，which section do you expect to work in，Asian Section，or European Section，or American Section?A：I'd like to work in American Section，for my knowledge of America is better than that of the other continents.I：Speaking of America，I'd like to ask you a few questions.Which river is the longest one in America?A：The Mississippi River.I：Can you name some large cities in the U. S.?A：New York，Washington，San Francisco，Los Angeles，Philadelphia，Boston，Houston，Chicago，only to mention a few among many.I：What is the Yellowstone National Park famous for?A：It's well-known for its natural geysters.I：In which state is the Grand Canyon?A：In Arizona.I：There is a famous tourist attraction between the U. S.and Canada.What is it?A：Niagara Falls.I：Well，it seems to me that you won't fail to answer any questions. Now tell me when you can start to work here.A：I'll come down to Guangzhou as soon as I receive my diploma and bachelor's degree certificate next month. Perhaps some-where around July .I：Is there anything you want to ask about?A：No.I only wish that you could given me a definite answer to my application as soon as possible.If you fail to accept me，I'll have to secure a position elsewhere.I：I see. Actually，I can give you a positive answer right here and now：tomorrow I'm going to send a letter of acceptance to your institute.So you can go back to Beijing with ease.A：Thank you，Mr. Liu，for your kind offer.I：We'll expect you here next month.See you then.A：See you later.。

英语导游证考试-面试-导游规范服务知识

导游服务规范1、whａt are the ｍainｐoiｎtsｔｈat tｈｅloｃal gｕiｄe mｕｓｔｔry to maｋe ceｒtaｉn when ｒeａdiｎg the tour plaｎｏｆthe group ｉn oｒdeｒthａｔhe would notｍissｍｅeｔiｎg tｈe group when it ａｒｒｉves oｒｗoｕｌｄｎot ｗaiｔｈopefullｙfoｒthe ｇroup ｔo turｎup when aｃｔualｌy it is not ｃｏmｉｎg oｎthe schｅduled flｉght or traｉn?为了避免接团时发生误接、漏接和空接，地陪在阅读接待计划时应注意哪些问题？(1）The naｍｅand tｅlephｏne ｎuｍber ｏｆｔhｅtouｒoperatoｒoｆｔhe doｍｅｓtic tｏur oｒgaｎizer traveｌｓｅrｖｉce.（2）Thｅnumbｅr oｆpｅｏｐle in the gｒｏup and the nａme ,sｅxａnd occu ｐation of ｔhe toｕｒists．（３）The arｒｉval tiｍe and plaｃｅｏf tｈｅplane or tｒaiｎthat the gｒｏｕp is goｉng toｔakｅ．(4）For aｎiｎbｏｕnd toｕriｓｔｇroup ，ｈe ｍust also kｎowｔhe name of the overseas tour organiｚeｒtraｖeｌseｒvicｅ,ｔhe foreiｇｎlａnguaｇｅna ｍe or code oｆｔｈe grｏup ，ｔhe name of the tour esｃort ,the langｕagｅ，nａtiｏnality aｎd religiｏus ｂelieｆｏｆtｈe ｔｏurｉsts anｄtｈｅentrｙand ｅxit ｃｉtｉes of the grouｐ.(１)国内组团社联络人和全陪的姓名及电话号码; （2）旅游团成员的人数、性别、姓名和职位; （3）团队抵达本地时所乘的交通工具的班次、时间和接站地点;(4）接待入境团时还要了解客源地组团社和领队的名称、旅行团的外语名称或代号、游客的国籍、语言和宗教信仰以及旅行团的入（出）境地点等。

英语导游证考试面试问答之导游规范

导游服务规范知识（含职业道德规范）1 what are the basic moral norms for the citizens in our country?the basic moral norms refer to loving our motherland ,abiding by law, keeping credit , being united and friendly,being thrifty and hardworking, and offering as tribute.2 what is the specific connotation of our socialism ethicsthe specific connotations refer to three aspects, that is , a core of serving people, a principle of collectivism, and the basic content of ‘the five love’(love our motherland, love people, love labor, love science, love socialism)3 what are the features of the tourist professional ethicsthere are four key features, that is ,progressive on times, loftily objective, highly conscious and extensively practice4 what are the basic norms of socialism tourist professional ethicsthe basic norms include loving one’s position and hardworking, to be honest and credible, keeping justice, serving the visitors, contribute to the society5 what contents do the tourist professional ethics presently includeit include three aspects, one is ‘the three views’ education of Marxism(view of world ,view of life, view of value),the other is ‘the three virtues’ education of socialism(social ethics, family virtue, professional morals),still one is ‘the three consciousness ’education of professional morals of the tourism industry (political ,job love and service consciousness)6 what are the principles for the guide to comply with when serving the tour group(1)positively strive for cooperation of others(2)respect authority and interest of other people(3)found a relation of mutual friendship(4)respect each other and share the duties7 in order to master the travel tickets situation of the tour group, the local guide should check as follows(1)make sure that the ticket for the next leg have booked and implement the modified booking if there are any change(2)find out if there are return tickets and the international tickets for domestic passage(3)make clear of the tickets type8 how do local guide make preparations before guiding(1)the local guide should be well prepared for the key items by familiarizing the introduction materials in foreign language(2)when receiving professional group, local guide should know about related knowledge and technical terms/jargon(3)prepare topics which may interest the visitors, such as the highlights at that time or the great news home and abroad9 the methods of recognizing tour grouplocal guide can meet tourist by lifting a sign or flag at an eye-catching position.Meanwhile,he should actively judge his group from the ethnic features and dress ,agent badge .Still ,he can make out by checking the group number ,the pax ,or the name ,ect.10 local guide need to make a brief introduction of the locality, such as the climate condition, the population, culture and tradition, native products, history etc.on the way, he also can introduce the city appearance, general development situation and the key buildings and avenues11 local guides should introduce the basic conditions of the hotel ,including the hotel name and position, the distance from airport, its level, scale, ,main facilities ,direction. and the check-in procedure,etc12 a welcome speech include aspects as follows(1)welcome the guests on behalf of the agent ,driver and me(2)introduce my name ,the company I’m working for ,and the driver to visitors(3)express my sincere wishes to serve them and hope they have a good time13 the local guide should master the room numbers of the leader ,national guide and visitors after checking in the hotel.Meanwhile he should tell them how to keep touch with him.14 before leading the guests into their rooms, the local guide should introduce the restaurant site, the dinner time and some related regulations. when they use meal for the first time there, guide should actively lead them and tell the captain their special demands15 having finished the job of that day, local guide should discuss with the leader about the time for waking-up and ask the leader to tell them. Meanwhile, he should inform the general lines or the floor attendant desk to make the morning call16 the local guide can restate the arrangement ,including the site and time for meal and how long it will take to the attraction, or the great news at home and abroad.also,he can talk about the local customs, answer the visitors’ questions or make a brief introduction of the attraction. if it is a long journey, the guide can organize some exciting games17 before arrival of the atrration ,the local guide should remind the visitors of the bus, such as its number ,color , sign, parking site,leaving time.ect.before the map, guide should instruct the visiting route ,the time needed, the gathering time and place ect.still,the visitors should be told the notes during the visit. beginning the sightseeing ,the local guide need to tell them the attention notes18 the local guide can review the visiting items of that day and tell some additional introductions if necessary.on the other way back guide need to introduce the en-route sights .before getting off the bus ,guide should forecast the program ,starting time and gathering place of the night or the next day. Remember to remind them of taking along with their belongs when getting off the bus19(1)report it to the related department of the agent in time and try best to satisfy their reasonable requirements (2)if there exist some items needing extra charge, guide should tell the leader or guests beforehand and charge by regulation(3) if there do exist some requirements that are too difficult to meet, guide should elaborate and persuade them patiently20(1)check the transportation tickets(2)discuss the times for luggage-out ,the gathering and starting-off ,morning call and having breakfast(3) assist the hotel with the related bills(4)return the documents of the travelers(5)if the leading cadres will be present to see them off, local guide should well organize the farewell job seriously.21(1)during the visit, the guide should take care of the security of the visitors and stay with them all the time .(2)constantly count the numbers of visitors along with the national guide and leader ,avoiding the visitors’ getting lost22.having finished the hand-over procedure ,the local guide should check the amounts of the luggage together with the leader and national guide. after examining if the luggage is locked ,firmly tied or damaged, deliver them to bellman and fill in shipment form23 A farewell speech should include the following contents(1)review the trip and express heartfelt thanks for visitors cooperation(2)express the feelings of parting with the tour friends(3)sincerely ask the visitors for complaints and suggestions on the whole reception job(4)if there are something discontent during the trip, guide can take this opportunity to apologize to visitors again(5)send best regards to them all24if it is an outbound tour group, local guide can leave after the tourists enter into the isolated area for departureif it is an inbound one, local guide mustn’t leave until the plane ,train, or the ship have started off25(1)the introduction of the attractions should be in good proportion of details and brief and should be vivid(2)local guide should well distribute the time for visiting and rest, especially for the weak26(1)As one important part of tourist’s activities, local guide should strictly carry out the reception plan by leading tourists to the appointed shops and avoiding arranging too many shoppings(2)before shopping, the local guide should introduce the local products and teach them how to distinguish ,how to consign and how long it will stay for shopping(3)the local guide should alert guests not to be cheated when they are forcedly drawed by peddlers(4)when the shops don’t offer standard service by underselling fake products, local guide should defend the benefits of guests27(1)one day before the departure, local guide should check the tickets for the tour group, including the names, the flight number, timeand the port ect.if there is any change ,guide should make sure that the operation of the agent have informed the next leg(2)local guide should assist the leader with the outbound tickets72hours before departure28 Generally speaking ,the local guide don’t keep the travel documents and should immediately return to the visitors or leader after use .one day before departure, local guide should examine his own things to check no documents left and remind them to bring their passports and declaration forms for the customs inspection29 what will the national guide do after entering the hotel(1)National guide should positively assist the leader to check the visitors in the hotel(2)Master the name list of the room distribution and the room number of the leader for mutual contact(3)lead visitors to their rooms warmly(4)take responsibility to attend the tour group if the local guide d oesn’t live in the hotel(5)get the phone number of the reception desk and the way to keep touch with local guide30 how do the national guide supervise the reception quality of each leg(1)if there are obviously repetitions with the last legs on the arrangement ,the national guide should advise the local guide to make some necessary adjustments(2)if there are complaints or suggestions on the local reception, national guide should tell the local guide sincerely and report to the agent if necessary31 the national guide should link the leader and local guide or the visitors and the local guide for coordination.Still, he should communicate with every legs of the visit to inform the situation for implementing the next reception32 what service do the national guide offer en-route(1)when by plane, national guide should actively get the supports of the stewards to service the visitors(2)remind the visitors to take care of their things and keep safe(3)organize the entertainments and assist to arrange the life of the visitors(4)take care of the checks for transportation and give them to the next local guide after arrival33 what will the national guide do at the final leg of the visit(1)when trip ends, national guide should remind the visitors to take along with their valuables and documents(2)to ask the visitors for complaints and suggestions on the whole reception job(3)bid farewell ,expressing thanks to the visitors for their cooperation’s and welcome their next visit34 the daily records of the national guide include(1)the basic situations of the tour group(2)the schedule and transportation(3)the reception quality on each leg(4)the problems and the settling process(5)the reflection from visitors and improvement degree35what principles should the leader comply with when checking and discussing the reception plan with the local guidethe leader need to abide by two principles(1)when local guide need to alter the routing ,leader should insist that the schedule can be adjusted without reducing items .what is more, report to the domestic agent if necessary.(2)If the local guide recommends self-paying items, leader should ask for the opinions of all the visitors beforehand36 when the visitor orally sue against guide, how to handle(1)listen attentively. no matter there is proper reason or not ,guide don’t plea immediately(2)to survey and verify. The guide should report the problem to the agent and related tourism department immediately, and make survey seriously(3)properly deal with the problem. having verified the reason, the guide should apologize to the prosecutor objectively(4)continue to service. after handling ,the guide should thank the visitor and go on offering warm and considerate service37 the four principles of guiding language refer that(1)correctness, as an basic principle it refer to speaking in standard language(2)to be clear embody that the guiding language should be scientific(3)To be vivid reflects that the guiding language is artistic and interesting(4)To be adaptability it means that using language should depend on specific occasion.38 the eight key factors of guiding contents refer to speaking with the real material, proof, reason ,passion , good manner, being magical ,interesting and metaphorical39 what principles should a guide comply with during guidingthe guide should comply with the following principles(1)To be planned. exactly speaking, guide should have an complete plan of time arrangement when guiding the visitors(2)To be objective.(3)To be focalization. that is ,offering service acceding to the practical situation.(4)To be adaptability. it means that guiding work should depend on the personal conditions .40 In the terms of purchasing and consuming forms, what are the main differences between the independent tour and package tour?Compared with the package tour ,there are five key differences on the following aspects(1)The plan and arrangement of tour itinerary(2)the charge pattern(3)the price(4)the degree of freedom(5)the amount of the travelers41 In the terms of the production and sales of travel products, what are the main differences between the independent tour and package tour?Compared with the package tour ,there are five key differences(1)less amount of sales(2)more times of sales(3)shorter reservation period(4)more requirements(5)more changes42 what are the specific demands for the guide serving the independent travelerthe demands are as follows(1)high efficient reception service(2)high quality guide service(3)fairly independent working ability and speaking ability43 what are the specific demands for meeting the independent traveler ahead of time?The guide should wait for meeting visitors 20minutes before their arrival by air.Or meeting visitors at the station platform 30minutes before their arrival by train44 what are the main motivations of the touriststhere are four main motivations ,that is ,the health motivaton,the culture motivation, the social relation motivation and the prestige motivation.45 what are the common methods to offer mental servicethere are five main methods as follows:first ,to respect the touristssecond, keep serving tourists with smilethird, learn to speak in polite and gentle languagealso, to make friends with the touristsstill, to offer personal service。

2017年导游资格证书考试导游服务能力面试导游服务规范能力

导游规范服务能力Guides’ abilites for standard Service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．What is a a tour guide service group composition? How to frim a good cooperative relationship in the group?1. A tour guide group is composed of a national guide, a local guide and a tour leader. A nationalguide who travcls with the tour throughout china represents the local ageney which orgational the trou. A local guide represents the local agency which receive the tour and a tour leader represents the agency from which the tourists come.2.Though they work for different agencies, they have the fundament for cooperation when servefor the same tour.a)they have the same object of work- tourists in the same group .b)they have the same task – carry out the travel plan, arrange and make sure every travelservice.c)They have the same goal – organize the travel activities for the tour members and supplygood services to satisfy them.3.In fact, the cooperation among the tour guides is the cooperation among the three travelagencise. They must do their work according to the agreement signed among the agencies and the agreement sigend between the agency and the tourists.4.They should work hard and try their best to serve for the tourists,smooth their way ,care fortheir wefare, answer their questions and give them a wonderfull and rewarding experience during their stay.5.When the guides work together. Each of them should ask for the others’ cooperation. Theyshould communicate whit each other , change ideas and work on the same idea,respect two other’ rights and benefits. Found a relat.6.Only bo doing these, can they form a good tour guide group and supply the best service to thetour members. And all of them will have a good time .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’s the reccption plan? When you read it as a local guide, what should you know bout the travel group?A reception play is a signed agreement. In the agreement, the agency which oranize thetour asks the local reception agency to organize and make sure the tour activities. It’s the main foundaion from which a tour guide knows the group’s condition and the arrangement of the tourist’s activities.As a local guide, I must know some cnditions.1.The total condition of the group. The name of the agency which organize the tour.Liaisonman’s name and his/her telephone number. The nume of the agency in the bountry which tourists come from . The nationality of the tourists .The language they use. The name of the tour group and also the code, code number in the computer . The charge standard (deluxe, standard,economic). Tour leader’s name.2.tour member’s condition. How mainy tourists it has their name,profession,sexand, religion.3.Route and vehicle, The whole route,cntry and exit point,vehicle ,the arriving and leavingairplane(raily,ship)’s flight number, time location.4.Traffic tickets, Make sure the traffic tickets to the next destination are booked in advance asplaned. Make sure if there’re some change and the status after change .If they have the return tickets. If they have the inter—regional tickets . Is outgoing tickets OK—tickets or OPEN- tickets.5.Special demands and the forbidden, Special demands in accommodation, cars, travel,breakfast . The aging, unhealthy, disabled who need special care.6.If it need to get traveling permit in advance.7.How to pay the air construction fees. Paid by the local agency organized the tour, paid by thetourists themselves.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．The day before the tour’s arrival,the local guide should check the reception work with other people. What should they do? And what should the local guide prepare personally?The day before the tour’s arrival, I should check to make sure the preparation for traffic.Accommodation, baggage and so on with other people.1.make sutr the itinerary, Daytime sightseeing, activities,on the evering shpping andindependent activities. And so on if there’re something wrong, connect with the agency and make necessary change.2.make sure the coach . connect with the travel coach company to make sure the number of thepassengers’s eats, the number and the driver’s name.3.make sure the accommodation. The hotel’s location and condition. If breakfast is included.4.the luggage handling facilities5.know the unfamiliar scenic spots in advance. Location, toilrt, open time, route.6.telephone numberss for connection.7.connect with the national guide to make sure the place and time to receive the tour.As a local guide , I must do some personal preparations1.preparations for the materialsnguage and knowledge . do everything possible to become knowledge about the cities andsities included in itinerary3.preparations for outlooking . clotes should be neat and tidy and in good condition . it’snecessary that the tour guide maintain a neat and clean appearance at all times. As the saying goes ―clothes make the man‖4.preaparations in psychology . be ready for hard work and the tourists’complaint欢迎辞并进行首次沿途导游四．Give the welcoming speech and guide in the eay to the hotelLadies and gentlemen:Welcome to Tianjin! May I introduce my Chinese colleagues to you? This is Mr.Wang from China intermational Travel Service(CITS). He will travel whit you throughout the trip in China. This is Mr.Yang ,our drivel. His bus number is 2350. my name si …….. I’m from Tianjin Youth Intermational Travel Sevice. I’ll be your guide during yout stay in Tianjin . If you have any special interest, please tell your leader, and he will let us know. My job is to smooth your way.care for your welfare , try my best to answer your questions, be your guido and intorpreter. I’ll try my best. We highly appreciate your understanding and cooperation. It si my sincere nope that you will enjoy your bisit. Thank you!Now,is 9:00 according Beijing time . I’d like to say something about Tianjin. Tianjin is a pleasant place to bisit as well as to do business, to shop , to dine or tobe entertained. Tianjin is both an ancieat and a yong city.. as a city with with a history of nearly 600 years as an exclusive unit,Tianjin develops rapidly. In the following days, we’ll visit lots of beautiful sightseeing, nke Food strect, Ancirnt Culture Strect,the Mountpan, the Huang Ya Pass Great Wall. Now pay attention. On the left hand is the Tianjian Railway Station. On the right hand is the Jie Fang Bridge on Haihe riber. Everybody knows the famous Af Tower .Jie Fang Bridge which was also built by French is an bridge made of iron too. And it’s the only iron bridge in China. The river we see is the Haihe River. It runs across the city of Tianjin and ifnally go Bohai Sea. It’s so important to pecople here that we all it mother river.The hotel, we’re going to live in –Hyatt- is just by the side of Haihe river. So it has a good scenic . hyatt in China. As a four-star hotel ,it owns 452 hotel rooms.It’s famous fomous for its comfort and service. Now let’s have arest we’ll arrive Hyatt Hotel in about 10 minutes. Thank you!旅游团抵达下榻饭店后，地陪应做好哪些方面的工作？五．What the tourarrive at the hotel, the local guide’s job is to assist the national guide and the tour leader.1.assist the eadert and the national guide to check in in the hotel send out the room card,Make sure to know the room number of the eacrt , national guide and the tour members.And tell room number and telephone number to them for communicate if necessary.2.introduce the hotel faclities to the members. Such as money exchange restaurant(Chinaeeand European),entertainment,center,shopping centor, and other things to pay attention to.3.have the fridt meal with the tour, Introduce the restaurant’s location, opening-time andmenu.Introduce the leader to the manager of the restaurant and tell him the specoal demands of the tour.4.announce the itinerary, gathering time and place.5.what are wigges are next to the hotel, check the luggage and make sure the bellman tosend the luggage to the tour members’ room in time.6.arrage the morning call. Discuss the time for morning call with the escat and then ak theleader announce the toue. Then inform the the front desk.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？why should local guide check the itinerary with the leader. What kind of occasion will happen? What should you do ?after settling the tour group in their rooms at hotel, the guides should go over entire program with the foreign escort,and adiust it if necessary (or possible). Go over the itinerary is the frist step itinerary is the frist step of cooperation between the guide and the eseave. Though the schedule was arranged by the agency prior to the arrival of the tour,it’s necessary to reconming it. The tourists have the tight to go over the schedule and give some advcess.The tour leader needs help from our local guide. And it’s his responsibility to check and announce the itinerary.To the spccial tour group, it’s even more important to go over the schedule since they have some special goals during the visit.If there’s something unfit,the local guide should adjust it if possible.1. the escort or the visitor want to make some change to the itinerary or edd newactivities.The loal guide should let the recention agency know the situation and the meet the . If the activitise need extra payment, you hould tell the escat ot tourists first and then gather the payment .If minor changes are needed,connect your Travel Service to make sure those changes if possible . If can’t meet the require,hold explain the reason to the leader\tourists carefully.2. if their requests is unfit to the fromer itinerary and have something to do with the recepionscale. Should refuse the request. The local guide will give the explanation that we should ask the accrding to the contuct. If there’s a special reason raised by the leader. You should ask the reception agency for advice.3. if there’s something wrong between the local guide’s itinerary and the leader’s itineraryhould report to the reception agency immediately, find out the reason, make clear theresponsibility. If it’s your responsibility, you should explain the sttuation according tothe facts and apologize.在旅游团出发参观浏览之前，地陪提前10分钟到达集合地点后需做哪些工作？七．The local guide should arrived at the gathering point 10 minutes prior to the tour’s setting out. What should you do during the 10 minutes?Should arrive at the gathering point 10 minutes prior to the tour’s departure. During these time, should do some prparations and assist the driver with some preparations.1. check and confirm the number of tour members who have already arrived. If there’re anyourists about, I should ask at the hotel and don’t go with the group. I should know the reason and arrange him carefully. Then tell the hotel about it. Remindings. Tell the members the weather, the spots topography and how long will it take to the scen. Remind the members clothes, raincoats and shoes them.2. gathering and getting on the bus on time. Remind the gathering place and time. I shouldcheck the number of members and ask the members to get on the coach. I should atand stand by one side of the coach’s gate, welcome members to get on the bus and help the men and disabied men Reconfirm the number of members before depature..在志参观游览点途中，地陪应做哪些工作？到达景点前后应交待哪些注意事项？八．What should the local guide do during the way to the scenic spot? What points for attention should let the members know?1. A local guide should do:a) Reafrm the arrangement that day, including the time for lunch and supper. Tell thetourists how long it takes to the scenic spot. Introduce some important news both inside and outside the country if necessary.b) during the scenic spot, I should introduce the local natural conditions and nativecustoms and and the scenery to the tourists at proper time. Answer the tourists’questions.c) Introduce the scenic spot briefly prior to the arrival at the spot. Especially it’shistoric value and charactersic. The aims of introducaybriely is to satisfy tourists’ demand of know come knowledge in advance, stimulate their desire to visit the place of interest and save the time of introduction in the destination.d) inder the atmosphere the local guide can discuss with the tourists the affairs insideand outside the country they interested in. I can also organize some entertainment to the atmosphere.2. there’re some points for attention I should let the tour members know.a) after the arrival the destination I should make it clear and remind the tourists toremember the coach’s sign and number, the exact place where the coach parks, thetime to set out. These all will be done on the coach before getting off the coach.b) stand before the picture of the sight. Tell the tourists the travel line , how long will ittake, the gathering time and gathering place.c) I also should let the members know some points for attention. If it’s a tour travelaround the border, I should introduce the destination’s custom and points forattention to the tourists.旅游团结速本地参观旅游后，地陪在送行前业务工作有哪些？九．Before the travel group leave this locality, what shald the local guide do to prepare for farewell?a)check and canfirm the traffic tickets.b)Discess with the escet and rational qude to fix the time of wage.c)Pecide throagh conswlation. The leaving time have break fast.d)Help the hotel to checp out all the hills regarded with.e)If I have the certficates of the tacnts. Make gure that have give all the certifices back. What should the loct guide do when she seea the tourists off?(1) (致欢送辞) give the farewell speech1.review the pleant trop and apreciate the travellors’ collaborating.2.expressing the meaming of friendship and being reluetant to part3.ask the amplant and suggetion om kecewing truly argeray’s4.say sarry to the trarellers for some thengs guide didn’t do very well.5.give her best wishes.(2)get the airport (station,wharf) earher, help the travellers to got off1.if the flight is leaving country , the travell group haut get to the airport two hours earlier.2.if the air routs is interior , the travel group should get there hours earlier.3.if the travellers leave by train, the should should get the station I hour carlier(3)trancacf the procedure for leaving1.the traffic and baggage tickets to the escove2.the guide should pay the coct of the airport’s for the traveller’s if needed3.the guide should not leave until the conveyances that the travellers take。

导游业务知识问答(English现场问答 )

Appendix 1 Questions and Answers1.What is the guide?The guide is the person who gets the certificate of guide qualification according to “The Management Regulations of Tour Guides”, accepts the appoints of travel agency, signs the contract with travel agency, and offers guide, explanation and other related services to the tourists according to the travel plan.什么是导游人员？按职业性质可将它分为哪几类？答：导游人员是指按照《导游人员管理条例》的规定取得导游证，接受旅行社委派，为游客提供向导、讲解及相关旅游服务的人员。

按职业性质可将它分为：（1）专业导游人员；（2）兼职导游人员；（3）自由职业导游人员。

2. How many kinds of guides are there in terms of different duties? Please define them respectively (at least two types).按业务范围可将导游人员分为那几种类型并分别解释（至少两种）。

In terms of different duties, guides are divided into different types. They are tour leader, national guide, local guide and scenic spots guide.The national guide is the person who accepts the appoints of the organizing travel agency, acts as the representative of the organizing travel agency, carries out the travel plan under the coordination of tour leader and local guide and offers the national escort护送[…eskɔ:t] service to the tour group (tourists).The local guide is the person who accepts the appoints of the reception travel agency, represents the reception travel agency to carry out the travel plan, and offers the activities arrangement, explanation and interpretation, etc. services to the tour group (tourists).3. Please narrate叙述the main duties of the national guide.The main duties of the national guide are as follows：1) Carry out the reception plan;2) Maintain contact with related departments;3) Organize and coordinate协调travel activities;4) Protect the safety of tourists and resolve problems;5) Do propaganda宣传and investigation.全程陪同导游人员的主要职责有哪些？答：（1）实施旅游接到计划；（2）联络工作；（3）组织协调工作；（4）维护安全、处理问题；（5）宣传调研工作。

导游服务能力100问 A Guide for tour guides

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?Fulﬁll the tourist agreement or contract.Always put the interests of tourists above all.Protect the legitimate rights and instructs of tourists.Maintain the good image, the reputation and the interests of the company the tour guide works for.Combine quality service with special care to special cases.Designated by the travel agency.导游服务的基本原则是什么？严格按照旅游合同办事。

游客利益⾄上。

维护游客合法权益。

维护公司的良好形象、声誉和利益。

遵循优质服务和特殊情况特殊处理的原则。

接受旅⾏社委派。

2. What are the proper manners for a tour guide?Wear tour guide certiﬁcate when providing service.Have a warm smile and a friendly attitude.Treat tourists with the same care and concern that would be extended to your own family members.When tourists have problems, put yourself in their shoes.Maintain a good personal image and pay attention to some details when providing service, for example, always have fresh breath and don’t eat food the has a strong odor, like garlic, leeks and onions; don’t smoke in front of tourists.导游服务时应该具有怎样的⾏为规范？从事业务活动时，佩戴导游证。

导游服务规范题库60题（英文版）

导游服务规范题库60题（英文版）导游服务规范题库60题（英文版）should apologize to the tourist.27. What should a tour guide do when the tourists lose money or property?(1) To get know the shape, characteristic and value of the property, and analyze the possible lost time and place and assist him/her looking for it;(2) Provided that the lost thing is registration for entering or leaving the country or insured valuables, the reception agency should give proofs;(3) The owner could, by this proof, apply the theft certification through local Public security Bureau for the purpose of custom inspection or claim to insurance company.28. What should a tour guide do when a French tourist’s property is stolen in traveling around our country?(1) The local guide should immediately report to travel agency, public security and insurance company and assist them to look for clues for solving the case;(2) If the things lost cannot be found, the tour guide should assist the owner to apply to police station for theft certification so that the tourist can undergo custom inspection or submit claim to the insurance company;(3) Comfort the owner and calm him down.29. What should a local guide do when a North Korea tour group, who will travel in China, is arriving in Dingdong station and one tourist finds his luggage lost?(1) It is not the tour guide’s responsibility for the loss of tourist’s luggage, however, he/she should help the tourist findthe luggage;(2) Assist the owner in conducting the loss and claim document in Lost property office of airport;(3) During the tour, the guide should ring the tourist from time to time, asking about whether he/she finds the luggage. If not, the guide should assist the owner in buying some daily necessities;(4) If the tourist doesn’t find the luggage before leaving the loc al site, the tour guide should transfer the owner’s contact information to the airline company so that the luggage could be send to the owner successfully in future;(5) If the luggage is sure to be lost, the owner may claim to the airline company.30. When a local guide took a tour group from Taoxian airport to Fenghuang hotel and found that one of them didn’t get his baggage. At this time, what should the tour guide do?(1) The tour guide should look for it in the tourist room and examine whether the luggage is sent to the wrong room or the other tourist take wrong luggage;(2) If it cannot be found, the guide should contact with the baggage clerk of hotel to find the reasons;(3) If it cannot be found either, the guide should report to travel agency and ask for instructions;(4) If it is travel agency’s fault, the owner may write a list including all of lost luggage items. With this list and the local guide’s written stateme nt, the travel agency would claim to the insurance company for compensation;(5) The local guide should write accident reports for record.31. If you are in charge of guiding a Singapore educational tour group, unexpectedly one lady member came to you and saidthat her passport was missing, what should you do?(1) Comfort Miss Li, and allow her to recall the most possible lost place and assist her；(2) If this loss is confirmed, the procedures need to be applied in following order: First, the loss certification should be given by the local reception agency; with this certification, the owner can report to the Public security Bureau for the proof of it; after applying for the proof of passport loss, the owner can immediately go to Singapore embassy in China for getting a new passport; holding the new passport, the owner can go to Public security Bureau to apply for visa documents；(3) The expense will be paid by her.32. During the travel, if an overseas Chinese from Malaysia lost his/her passport, how to deal with this situation as a tour guide?(1) The tour guide should assist the owner in opening proof from the local reception agency；(2) With the proof of travel agency and the photos as well as relating materials, the owner can report to the designated public security Bureau for applying new passport；(3) After getting new passport, the owner can go to Malaysia embassy in China for applying visa documents；33. How do you cope with that as a tour guide if one tourist was lost in a trip of Qianshan Mountains?(1) To get to know the information and look for him quickly. Generally speaking, appoint the tour leader and some tourists to search for him separately. I will continue to guide the tour group, and notify them my phone number and next scenic spot；(2) Report to Qianshan Parkland and local Public security station and ask for help; Contact with the hotel to inquirewhether the lost tourist comes back; if he/she is still not found, the tour guide should report to travel agency or even the police station；(3) When the lost tourist is found, the tour guide should ask the tourist why he/she was lost. If it is the tour guide’s fault, the guide sho uld apologize to him/her. If it is the tourist’s fault, the guide should comfort him/her and remind him of being cautious；(4) Write the accident reports.Part three34. What should a local guide do when his/her tour group gets in a car accident on the way back and some tourists hurt?(1) Rescue the injured immediately and send him/her to the nearest hospital accompanying with the tour leader or national guide;(2) Preserve the scene and promptly report to the police station;(3) Report to the travel agency and notify relating departments in charge (Superior department or the Foreign office, etc.) and the insurance company;(4) Comfort the tourists and go on the visit;(5) Assist the relating department in doing the aftermath settlement(6) Give the written report and state the situation.35. What should a local guide do when his/her tour group is robbed or even threatened during the trip?(1) The tour guide should put his best self forward in keeping the tourists’ life and property safe;(2) Report to the police immediately and assist them;(3) Report to the leaders and bring them to the scene if case is serious. Try to call for the masses to catch the criminal andrecover the property;(4) Calm down the tourists and continue the visit;(5) Assist the relating department in doing a good aftermath settlement;(6) Write out the accident reports.36. What should a tour guide do when the hotel where tourist live catch fire in the evening?(1) The tour guide should report to police immediately;(2) Promptly inform the tour leader and all the tourists;(3) Assist the field staff in evacuating the tourists to escape way;(4) Lead the tourist to save themselves. Don’t let the guests jump out of the window blindly or taking lifts. Let them creep along with the wall with a wet towel covering the mouth. Follow the instructions of ambulance man and quickly move to the safe place;(5) When be saved, the tour guide should save other victims and resolve the difficulties caused by fire and manage to continue the tour activities;(6) Assist the leader in doing aftermath settlement and write out the accident reports.37. As a tour guide, what should you do when a customer asks his girl friend to go along with your group after arriving at someplace?(1) The tour guide should ask for the agreement of tour leader and other members of the tour group;(2) Contact with the travel agency to open the entering document if no special circumstances. Let her show valid document, fill in a form and pay relevant charges.(3) If foreign diplomatist wants to go with the tour group, theguide should check with travel agency first and strictly obey by the regulations of Chinese government.(4) For a journalist, the tour guide has to check with relating department for permission.38. If some tourists have the symptoms of vomiting, diarrhea, fatigue and coma because of eating seafood, what should the tour guide do and how to take precautions?(1) This is food poisoning symptoms of acute enteritis. If they are not rescued timely, there will be threatening to their lives. The tour guide should:(2) Try to help him vomit immediately, and let the patient drink more water to accelerate the excretion and relieve toxicity;(3) Send the patient to hospital for treatment and ask a doctor to diagnose;(4) Report to travel agency and the organization supporting the meal should be held accountable for it;(5) Precautions: have meals in fixed points; tell the tourists not to buy food at small market stall. If the food supplied is not healthy, the restaurant manager will be asked to apologize to the public.39. If some tourist gets carsickness during the travel, how does the tour guide deal with this?(1) Remind visitors not to feed too much, and take drugs against carsickness;(2) Let the person sit at the front of coach by the window;(3) Tell the tourist to tighten his belts for preventing visceral excessive vibration that aggravates illness.40. What should you do, if you take a French tour group made of high school students to travel Fenghuang Mountain in Dandong, and just when they walk down from the place ofLaoniubei, you find that a tourist fall down unluckily and cause leg fracture?(1) There are usually two kinds of circumstances for fracture: internal injury and trauma. The tour guide should take the emergency rescue at the scene. First, stop bleeding (by hand pressure, pressurized bandaging, using a tourniquet), binding (cleaning up the wood, bandaging moderately), on the plywood (fixed on both ends of the joint body to avoid turning fracture);(2) Send the injured to hospital and keep diagnosis, treatment charging list for claim to insurance company;(3) Report to travel agency and write out the accident report;(4) The tour guide should see the patient from time to time afterwards.41. How to cure the tourists suffering from heatstroke?(1) Rapidly transfer the patients to shady and ventilated place, relax the clothes and trouser belt and give patients a breeze;(2) Let the patient drink salty drinks, if possible, and takerheo-camphoradin or rendan mini-pills;(3) Wipe with cold water or alcohol to keep his body cooling;(4) If the patient appear delirious, the guide may use thumb to press philtrum-philtra and Hukouxue (one inch up the Hukou place) to wake him up, and then send him to hospital as soon as possible.42. What should a tour guide do to an old foreign tourist living in hospital due to heart attack?(1) Let the patient lie on the back and not to move;(2) Arrange emergency rescue immediately and tell the tour leader and the travel agency leaders come to the scene;(3) If the patient has to be in hospital, the guide should postpone the visa validity and assist him in conductingdocuments leaving the country;(4) The expense on treatment is paid by patients themselves, and the other fees on the service that the tourist didn’t obtain should be sent back according to the agreement of Sino-foreign travel agency.43.What should a tour guide do to a drowning tourist?(1) Clear a way the dirt in the drowned man’s nose and mouth, and immediately review whether there are false teeth in the mouth that block the airway;(2) Let the drowned man up by padding the stomach, and make him face down to compress the back so as to enable water to outflow from the nose and mouth;(3) Let the drowned man lie on his back and make artificial respiration;(4) Send the drowned man to hospital immediately without stopping rescue on the way.44. What should you do as a tour guide when Singapore tourists ask you to accompany them buying cloisonné and Tri-colored glazed pottery of the Tang Dynasty as gift to their friends in homeland?The tour guide should take the tourists to cultural relics and handicraft shop for purchase. Remind the tourists of keeping invoice well and not removing sealing-wax on the goods for custom inspection.45. What should a tour guide do when tourists want to buy calligraphy and painting at a street stall?The tour guide should persuade him and tell him China’s custom regulations that anyone who wants to carry cultural relics (including antiquated calligraphy and painting) has to submit app raisal certification to China’s departments on governmentof cultural relic, unless he cannot take it out. But this certification cannot be provided by a street stall seller. So, if the tourist really wants to buy it, the guide may take him to cultural relic shop. Remind the tourists of keeping invoice well and not removing sealing-wax on the goods for custom inspection.46. What should a tour guide do when tourists want to buy Chinese medicinal materials and patent drug?The tour guide should let relevant provisions of China’s customs get known: the entry visitors who want to buy reasonable quantity of traditional Chinese medicinal materials or proprietary Chinese medicine in foreign currency and carry them out of the country are required to submit to customs an invoice sealed “special seal for foreign exchange purchase” by State Administration of Foreign Exchange. It is not allowed to bring out if beyond the scope of a reasonable number. The total limit for going abroad is 300 RMB. The limit for going to Hong Kong and Macao regions is 150 RMB.47. What should a tour guide do when tourists ask to go to the store to buy their favorite product again?Generally speaking, if time permits, the tour guide might leave a note message (says the name of the product or something like asking salesman’s help) to the tourist and let him go shopping by a taxi. The guide can also go with him.48. What should you do when four tourists request you to change Chinese food to western food two hours before the dinner?(1) The local guide may try to contact with the restaurant server and do as relevant regulations if the proposal is given 3 hours before dinner;(2) If the tourists still insist on changing the meal, the requestcan be declined but the tour guide would better give a careful explanation;(3) If the tourists still insist on changing the meal, the tour guide can informs that the western food will be paid by themselves and without returning Chinese food fees.49. What should a tour guide do when a tourist request to have dinner on his own because of the disagreement with other tourists?(1) Explain to them carefully and ask the tour leader to mediate.(2) If the tourist insists on having meal on his own, the tour guide may follow his choice by negotiating with the restaurant server. But warn that the fees paid by himself without returning any other charges.50. What should a tour guide do when a tourist purpose special requirements on food due to religious belief?If the proposed requirements are prescribed in the tourism agreement, the reception agency should make an arrangement earlier. The local guide should check the execution of plans and fulfill the promise. If the requirements are proposed after the arrival of tour group, the tour guide may judge the case as appropriate. In general, the local guide could contact restaurant so as to meet these requirements if possible. If there are really existing difficulties, the local guide may help tourists resolve these themselves.51. What should a tour guide do when a tourist asks to leave the group in advance just because his requests cannot be satisfied?(1) The tour guide should persuade the tourist to continue the trip with tour group. If the reception agency really hasresponsibility for this, they have to make up for it;(2) If the tourist asks for unreasonable requirements, the tour guide should explain carefully. If it doesn’t succeed, the tou r guide may satisfy these requirements but notify them that the comprehensive service fees will not be returned;(3) No matter why the tourist wants to leave China in advance, the tour guide should, under the instruction, assist the tourist in reordering flight, seats, separating visa documents and so on with all the charges paid by the tourist.52. What should a tour guide do when a British tourist claims to withdraw from the tour group because of the urgent affairs at home?(1) These requirements can be satisfied through negotiation with the travel agency;(2) Assist the guest in applying relevant documents such as separating visa, reordering flight and seat. The fees covered by tourist himself;(3) The travel service fees should be returned partially or not according to the agreements.53. When some tourists from your Korea tour group request to watch “Snow Wolf Lake” in Liaoning Theate r instead of the original schedule—watching Northeast Errenzhuan at grand stage, what would you do?(1) If time permits, the travel agency can give an exchange;(2) If the tickets have been ordered with no exchanges, the tour guide should carefully explain to them for their understanding. If these tourists still insist on watching “Snow wolf lake”, the tour guide can help them buy tickets with charges paid by themselves；(3) Tell the drivers to try to make a convenience for thesetourists watching other pla ys if it’s on the same way.If it’s on a different way, the tour guide should arrange cars for them with charges paid by themselves；54. What should a tour guide do when the tourists ask to help them transfer some goods?(1) The tour guide should ensure what kind of goods that they want to transfer. If it belongs to taxable goods, the tourists should be promoted to pay the tax. If they are just valuables, the tour guide would refuse to do. When the tour guide has to accept the requirements, he will let the tourists write out a signed proxy that indicates the name and quantity and leave a mailing address;(2) The recipient has to give a receipt signed and sealed after receiving the goods;(3) The tour guide will hand the receipt and proxy together to travel agency for safe keeping;(4) If the goods transferred include food, the tour guide should refuse to them.55. What are the occasions that a tour guide need to discourage the tourists from free activity?(1) In order to the travel plan works smoothly, the tour guide should persuade them to go along with the tour group;(2) When the local public security is not very good, the tour guides should prevent the tourist from going out, much less go out individually;(3) As touring on the river or lakes, the tourist may purpose to swim ina swimming-forbidden area, at this time, the tour guide will neither agreetheir requirements nor accompany them to swim regardless of the benefits of tour group;(4) The tour guide should decline to the tourists when they are asking to visit some area still not opened to public;56. What should a tour guide do if the tourist gets a common disease?(1) The tour guide will persuade him to see doctor as soon as possible and take care of himself. If necessary, he will accompany the patient together to see doctor;(2) Take care of his condition. If the guest stays in hotel, the tour guide should go to see him and arrange for meals;(3) Do not buy the medicine or use drugs for the patient;(4) Tell the tourist that the charges for seeing doctor are paid by themselves.57. What should a tour guide do if the tourist gets a serious disease?(1) Take decisive action to send the patient to hospital accompanied by relatives or tour leader and inform travel agency that they need help. The local guide goes on guiding the group quickly;(2) In the process of rescue, the leader or the patient's relatives should be present. If the relatives don’t arrive, all arrangements should be follow the opinions of the embassies in China. T our guide may go to the hospital to visit from time to from;(3) When the patient turns the corner but still need to be in hospital, the tour guide should help him settle the separating visa, postpone visa, transportation bills and documents about leaving hospital or returning homeland;(4) As for the written material such as diagnosis, rescue report and treatment, the tour guide should copy the file for record in travel agency;(5) The fees on being in hospital and treatment as well as charges of staying in China for the relatives are all paid by themselves. The comprehensive service fees that not provided should be returned to the tourist by rules;58. What should a local guide do when a foreign tourist dies in the wash room?(1) Ring 120 immediately to conduct the emergency rescue;(2) Ring 110 immediately and keep the scene untouched;(3) Inform the travel agency that they should report to the departments for foreign affairs, public security office and the embassy in China, asking the personnel in charge come to the scene;(4) T he tour guide should stabilize the tourists’ emotion and continue his reception job;(5) As for anatomy or cremation, it must be done with the signature of the relatives or consular officials, or the tour leader;(6) Make a list of remain belongings to the victim;(7) Only if it is quarantined by epidemic organization and sent exit permit, the body cremated and coffin can be transported home;(8) The written transcript and rescue report of the whole process as well as exit permit of coffin transportation, signed by the physician and relating departments, should be kept by tour leader or travel agency who are in charge of sending to the deceased relatives.(9) Write out the accident report for record.59. In order to enrich the cultural life at night, the local guide decides to take the tour group to Tiger beach park and visit the lantern show,but four tourists would like to stay at hotel and make afortune by playing mahjong, as for this, what should a tour guide do？The tour guide should carefully explain to them that playing mahjong is illegal in China and persuade them to visit the lantern show and abandon gamble activities.60. What should a tour guide do when the tour leader or tourists purpose some requests inconsistent with the original itinerary and involved with the reception principles as well?The local guide may refuse to them. If there are specific reasons purposed by tour leader, the local guide need to ask to reception agency for instructions.。

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