资源简介

(共30张PPT)
Unit 5 Emergency Handling and Seeing off the TourGroup
Activity 1 Handling Complaints and Mergencies
part i warm-up: related strategies
Group Discussion
What should a tour guide do when a tourist’s baggage gets lost within China’s territory
part i warm-up: study tips
1. Ask the porter, it may be placed on a wrong floor or in a wrong room. Once you found it, sent to the tourist’s room at once;
2. If the baggage is lost on the way to or from the
airport, contact the travel service for assistance.
part i warm-up: study tips
3. If the baggage eventually can’t be found, the tour
guide should explain to the tourist what may have
happen, offer apologies to him or her and claim for
compensation in accordance with the international
practice.
4. Try to console the tourist who has lost the baggage and help him or her solve the
difficulties caused by the loss.
Part II Toolbox: Situation I
II. Sample Dialogue
1. Guangzhou Tower: 广州塔（小蛮腰）
2. The Folk Culture Village in Shenzhen
深圳民族文化村
3. Splendid China in Shenzhen
深圳锦绣中华
Part II Toolbox: Situation I
II. Sample Dialogue
3. Splendid China in Shenzhen: 深圳锦绣中华
4. New Yuanming Palace in Zhuhai: 珠海新圆
明园
5. go through the customs to
过关前往（某地）
Extensive Oral Exercises
1. While on the way to a scenic spot, one guest suddenly faints away on the bus. Family members think it’s heart attack. As a local guide, how do you handle it
2. In case it’s late to catch the plane, what will you do about it
Extensive Oral Exercises
1. While on the way to a scenic spot, one guest suddenly faints away on the bus. Family members think it’s heart attack. As a local guide, how do you handle it
(a)If it’s really a heart attack, let the patient lie down on his back with a pad beneath his head. Let his family members help him with his own reserved medicine to ease the effect of ccurrence;
Extensive Oral Exercises
(b) Call the ambulance right away to send the patient to the nearest hospital;
(c) Inform the travel agency to send another guide for assistance;
(d) While receiving emergency treatment in hospital, his family members or relatives should be together with the patient;
Extensive Oral Exercises
(e) Local guide should go and see the patient regularly and help him to get separated individual visa, to check out the hospital, to go through necessary procedures and to get tickets for him to go back his country at last;
(f) Let other tourists in the group continue their trip.
Extensive Oral Exercises
2. In case it’s late to catch the plane, what will you do about it
(a) Immediately report it to leaders of your agency and related departments to seek for assistance;
(b) Contact with the airport to arrange guests to go as early as possible;
Extensive Oral Exercises
(c) Stabilizing the sentiments of tourists by good
arrangements of meals, accommodations and
sightseeing;
(d) Inform the next city immediately and adjust the itinerary appropriately;
(e) Express regret and apology;
Extensive Oral Exercises
(f) Write a report to find out the reason and
responsibility. The person responsible for the accident will bear the economic loss and receive disciplinary punishment.
Unit 5 Emergency Handling and Seeing off the TourGroup
Activity 2 Seeing off the TourGroup
part i warm-up: related strategies
Group Discussion
1. What are the procedures of sending off a tour group
2. What may be included in a farewell speech
Part I Warm-up: Study tips
1. What are the procedures of sending off a tour group
(1) Preparation before departure
A. Check the traffic tickets one day before the departure;
B. Decide the time for luggage check-out;
C. Determine the assembly and departure time;
Part I Warm-up: Study tips
D. Inform the tourists of the time for wake-up calls and
breakfast;
E. Go through the hotel departure procedure: Luggage
check-out, return the keys , pay the bill, get back the
deposit;
F. Prepare the bus to the airport (railway station, harbour).
Part I Warm-up: Study tips
(railway station, harbour).
(2) Sending the tour group to (railway station,
harbour). It should be 2 hours in advance for
international departures; 1.5 hours in advance for domestic departures; 1 hour in advance for railway station and harbour.
(3) Make the farewell speech on the way to
Part I Warm-up: Study tips
(4) Go through the departure procedure:
A . Get the luggage without mistakes and take them to go
through the security check;
B. Take the group to the check-in counter;
C. Check in the tickets and luggage with passports and then
get the boarding passes;
D. Say good-bye to the tourists before they themselves go
through customs where the guide is not allowed to enter
for international departure
Part I Warm-up: Study tips
2. What may be included in a farewell speech
(1) recalling the whole tour itinerary, remember the wonderful time, leaving the tourists with a good impression, express thanks to the tourists for their friendly cooperation ;
(2) expressing the feeling of friendship and
reluctance to part;
Part I Warm-up: Study tips
(3) sincerely asking for opinions and suggestions from the tourists for the improvement of the tour service;
(4) making apologies for any inconvenience and anything inconsiderate during the tour service ;
(5) expressing good wishes.
Part II Toolbox: Situation I
II. Sample Dialogue
1. the customs declaration forms: 海关申报表
2. boarding procedure: 登机手续
3. carry-on luggage: 随身行李
Part II Toolbox: Situation II
II. Sample Farewell Speech
1. be drawing to a close: 画上句号（即将结束）
2. getting together in harmony:相处融洽(和谐相处)
3. there is no banquet without an ending 天下无不散的宴席
如何致好欢送词
1. “欢送词”中应含有对分别表示惋惜之情、留恋之意，讲此内容时，面部表情应深沉，不可嬉皮笑脸，要给客人留下“人走茶更热”之感。
2. 导游要感谢客人对导游和旅行社工作给予的支持合作、帮助、谅解。在“感谢合作”后，导游还要“征求意见”，这是告诉游客，我们知道有不足，通过大家帮助，下一次接待会更好。
3.
如何致好欢送词
3. 导游可视送站时间长短，与游客一起回忆一下这段时间所游览过的景点、参加的活动，让游客充分回忆这段经历、总结所感所想，将感官认识上升到理性认识。也可介绍一下未去到的景点情况，向客人发出欢迎再次光临的邀请。
Extensive Oral Exercises
1. What procedures does local guide require to gothrough when the group checks out the hotel
2. Before seeing off the group, how do you check and confirm the transportation tickets
Extensive Oral Exercises
1. What procedures does local guide require to gothrough when the group checks out the hotel
(a) A clear-count for luggage collection and delivery at the appointed time in the presence of tour leader, national guide and the bellboys after inspections on the luggage wrap-up status;
Extensive Oral Exercises
(b) With no special reasons, tourist group normally should check out the hotel before 12 AM of the day.
(c) On the bus before leaving, local guide should
check out whether all the individual expenditures in the hotel have been settled down by tourists; all the room keys are returned to the service counter; make sure all guests are now on the bus and encourage them to think of whether anyone would leave their belongings in the room without notice.
Extensive Oral Exercises
2. Before seeing off the group, how do you check and confirm the transportation tickets
(a) One day before the group’s departure, local guide should check up and confirm the departure tickets as following : name of the group; number of the group; total pax; name of national guide; tickets destination; departure time; flight ( train or ship) number; departure airport (train station or harbor), etc. If there is any change of the above ( departure time , flight number, etc.), make sure your office operator has informed the next reception company so as to avoid the failure on meeting;
Extensive Oral Exercises
(b) In case the group is going to fly out of the country, please remind or assist the tour leader to reconfirm the air tickets 72 hours prior to departure.

展开更多......

收起↑