资源简介

(共29张PPT)
项目一 导游生活服务
Project Ⅰ
Service Procedure Part
模块四 送客服务
Module 4
Say Goodbye to the Guest
模块四 送客服务
Module 4
Say Goodbye to the Guest
1. 能够为团队及散客办理离店手续
2. 掌握团队及散客的送站服务程序
3. 能根据旅游团实际情况致欢送词
After the whole visiting in one place, the tourists will leave for another destination, before that, the tour guide must remind the guests of many aspects in order to help them to finish the formalities at the front desk.
While going sightseeing, the tourists from abroad must have a lot of luggage, when travel from one place to another, the must have many chances to change the hotels, so they must pack up their luggage before leaving, under this circumstances, the tour guide must tell the tourists about the time arrangement one day earlier, and leave enough time for them to pack up their luggage.
Usually, the bellman of the hotel can help the tourists to take down the big luggage, but it must be arranged by the tour guide since there are so many tourist groups in one hotel, if the group will leave early on next morning, he should remind the tourists to pack up their luggage well and leave them out of their rooms at certain time, in this way, the bellman can collect all of them together, and the luggage won’t be lost. If the group will check out early on next morning, the guide should arrange a wake-up call for the tourists, he should tell both the clerk at the front desk and the tourists, in order to avoid of being late for other activities.
Besides the above-mentioned information, the guide should remind the tourists to return their room keys at certain time. Usually, the time should be ten to fifteen minutes earlier than the set-off time.
1、协助办理离店手续
PartⅠ
Check out (for a group)
T: tour guide G1(2,3…): guests
T: Attention everybody, tomorrow we’ll leave the hotel, now I’d like to tell you the time arrangement for tomorrow morning, we’ll check out at 9:00 o’clock, please put your luggage outside your room, the porter will collect them at 8:30, since our group is very large, if you consume something in the hotel, like the mini-bar, the drinks, the long distance call①, etc., you’d better pay at the Cashier② in the Front Desk in advance③, in this way we can save the time tomorrow morning when checking out. One more thing, don’t forget to return your room keys at the Front Desk before leaving.
G1: By the way, when shall we pay for the consumption
T: If you won’t consume more, you’d better pay this evening, if you want to pay tomorrow morning, I think half an hour earlier before checking out is better.
G2: Can we get a morning call tomorrow morning I’m afraid of oversleeping.
T: No problem, I’ll set up the wake-up call④ for all of you at 7:30. Will that be all right
G3: OK. Thank you very much.
T: Then, see you tomorrow morning
G2: See you.
PartⅡ
Check out (for individual guest)
T: tour guide G: guest
T: Tomorrow morning you’ll leave for your home. Now I’d like to tell you something for checking out.
G: OK. When should we pack up
T: You’d better pack up before 8:00 p.m., because the porter will collect your luggage at 8:20.
G: Then where should we put them
T: You can just leave it outside your room. By the way, have you consumed anything in the hotel
G: I just took a bottle of Brandy from the mini-bar. Shall I pay for it now
T: It depends on you. You can settle it now or tomorrow morning.
G: Do they accept traveler’s check
T: I think they do.
G: Good. When can I have breakfast
T: The breakfast in this hotel is a buffet, and it opens from 6:30 to 9:00. You can go there at anytime.
G: Thank you very much.
T: You’re welcome.
Check out (at the front desk)
T: tour guide R: receptionist G: guest
T: Hello. I’m the tour guide from CTS, and my group is going to check out this morning, the room number is from 203 to 210. Have they returned their room keys
R: Yes, they’ve returned the room cards. But our room attendant found an umbrella in room 208, would you please return to the guest And the guest in room 204 has consumed a bottle of Whiskey, and he hasn’t paid.
T: OK, I’ll deal with it. (check the name list and the room list) Mr. Wane, you left your umbrella in the room, please keep it well.
G1: Oh, thank you very much, I forgot it.
T: Not at all. And Mr. Ben, have you consumed a bottle of Whiskey in your room bar
G2: Oh, yes. I forgot to pay for it. I’m awfully sorry.
T: Never mind. Will you please pay for it now at the Cashier
G2: Certainly. I’ll go immediately.
2、送站服务
PartⅠ
Here Is a Small Gift for You
G: guide T: tourist
G: Hmm, I can see you all can’t wait to go back home.
T: You bet. We’ve been away from home for almost a month. I’m really missing my family and friends.
G: East and west, home is best. There is nowhere else sweeter than home.
T: You can say that again. And I am eager to show them the gifts I have chosen for them.
G: Wow, you’ve bought an extra bag for gifts and souvenirs! You must have fully experienced the Chinese style bargaining.
T: Oh yes, indeed. I really love it. The other people in our group say I’m now a bargaining expert.
G: Haha. You’ve been picked up a useful skill during your trip. You can practice it with your boss for higher pay when you’re back.
T: That’s a good idea. And we really appreciate everything you have done for each one of us during our trip. You are absolutely the best guide we’ve ever had.
G: It’s very kind of you to say so. I have enjoyed every minute of being with you guys. You are all wonderful people, very active and cooperative. If you come to China again, I would be more than happy to be your guide.
T: We’ll surely have you with us on our next trip. You have answered all our questions and given us excellent lectures on Chinese culture.
G: I’m much flattered. By the way, you have been to so many places in the past twenty some days, which place do you like best
T: Oh, that is a hard question. Actually, my trip is full of highlights and each and every place is special in some ways. I like the mountains, the rivers, the beaches, and I love the old buildings, the gardens, the handicrafts, the people and their customs. Everything has left impressions on my mind and they all make my understanding of China fuller and my love for it deeper.
G: I am so glad to hear such a closing address. To show my thanks for your cooperation and tolerance for my lack of knowledge, I’ve prepared a small gift for each one of you. Here you are.
T: Oh, how nice! Thank you! What is it
G: Post cards. Open I t and take a look.
T: Wow, wonderful! They are the pictures of the places we’ve visited! That’s the very thing I regretted not having bought! Thank you so much!
G: I am glad you like it.
T: I love it. You are really a considerate person. You know what, e also have a small gift for you. I have been waiting to give it to you but always forgetting it in our busy itinerary. Now this is the last chance.
G: A brooch! So delicate and beautiful!
T: It goes well with your e here and let me put it on for you. There you go. It looks good on you.
G: Thank you very much.
T: You deserve it.
PartⅡ
Bye, All!
G: guide T: tourists
T: Are we supposed to go through the security check now
G: Not yet. Your flight takes off at 4:35. We still have 2 hours to go. But you’d better line up for the luggage check-in. And we can talk at the same time.
T: OK. You have done a wonderful job as a guide. We all like you very much.
G: You are very kind to say so. What do you think of your trip to China
T: Ah, China is such a beautiful country both in natural scenery and in history and culture. China is so real in my mind, and no longer the country described superficially and partially in the mass media.
G: And what your group has seen is only the tip of an iceberg. Do come again and I’m sure you will see different sides of China every time you visit our country. It is like a book you will read again and again, but never fully understand.
T: I totally agree. I’ll come again, for sure. And we do hope you can come to visit us in the United States.
G: I will if there is a chance.
T: Then we can be your guide and return all the kindness you’ve shown us.
G: Don’t mention it. I have got a lot of fun traveling with you.
T: Me, too.
G: Oh, there is only half an hour left before take-off. Please get ready for the security check.
T: Then we have to say goodbye.
G: Yes, as the Chinese saying goes, “There is o everlasting banquet.” But this is a small world. Why should we feel sad about a temporary separation
T: Well said. Goodbye, then. And we will stay in touch, won’t we
G: Of course. Bon voyage.
T: Goodbye.
3、致欢送词 Making a Farewell Speech
PartⅠ
Farewell Speech
Ladies and Gentlemen:
I’m very sorry that you are leaving. On behalf of my travel service and my Chinese colleagues, I wish to take this opportunity to express my heart-felt thank and bid farewell to our dear friends.
As an old Chinese saying says: “There is no banquet without ending.” I must say that I really enjoyed being with you and your group is the best group I have ever had. I thank you for your patience and friendliness, which has made my work easier and has enabled me to learn many things about your country and people. Some of you have been teaching me English; some of you have been talking to me about your culture and your ways of life. You have made me a better tour guide, and I thank you all for that.
I also appreciate your cooperation and your understanding, which has made the trip a special pleasure and a success for my part.
A few days ago, we met as strangers, but today, we are departing as new friends. I shall always cherish the happy memories of our delightful friends and our trip together. I believe that the growing contacts will bring the people of our two countries closer and promote peace and harmony in the world.
Tourism is a young and growing industry in China. We have been making great efforts to improve our travel service. Things will be much better next time when you come here. We look forward to seeing you again.
I wish you a pleasant journey back home. Thank you.
PartⅡ
A Farewell Speech by the Local Guide
模拟讲解 Have a try
创作一篇欢送辞，并练习讲解

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