Part Ⅰ The Local Guide
地陪服務(wù)流程與規(guī)范
Unit 1 Basic Requirements for Tour Guides
導(dǎo)游服務(wù)基本規(guī)范
001. What are the basic guidelines for a tour guide?
導(dǎo)游服務(wù)的基本原則是什么？
002. What are the proper manners for a tour guide?
導(dǎo)游服務(wù)時應(yīng)遵循什么樣的行為規(guī)范？
003. What is considered the proper dress for a tour guide?
導(dǎo)游應(yīng)如何著裝？
004. How can a tour guide make a good fi rst impression on tourists?
導(dǎo)游如何給旅游者留下良好的第一印象？
005. What are the key requirements for tour guide service competency?
導(dǎo)游服務(wù)能力要求包括哪些？
006. What are the requirements for good language competence of a tour guide?
良好的導(dǎo)游語言表達能力包括哪些？
007. What are the eight working procedures of the local guide services?
地陪服務(wù)的八大工作流程包括哪些？
Unit 2 Preparation and Meeting a Group
準(zhǔn)備與接站服務(wù)
008. What kind of preparation should a tour guide make before meeting a group?
接團前，導(dǎo)游應(yīng)做好哪些準(zhǔn)備工作？
009. What items should a tour guide prepare before meeting a group?
接團前，導(dǎo)游應(yīng)做什么物品準(zhǔn)備？
010. What kind of psychological preparation should a tour guide go through before starting a tour?
接團前，導(dǎo)游應(yīng)有怎樣的心理準(zhǔn)備？
011. What kind of knowledge preparation should a tour guide make?
接團前，導(dǎo)游應(yīng)做什么知識準(zhǔn)備？
012. What should a tour guide be familiar with when he is making itinerary preparation?
導(dǎo)游在熟悉接待計劃時要注意哪些方面？
013. As a tour guide, what are you supposed to do before meeting a group at the airport?
去機場接機前，導(dǎo)游應(yīng)做哪些準(zhǔn)備？
014. What are you supposed to do at the arrival gate of the airport?
在機場接機時，導(dǎo)游應(yīng)如何操作？
015. How can you avoid picking up a wrong group?
導(dǎo)游如何避免接錯團？
016. How can you avoid missing a group at the airport or the railway station?
導(dǎo)游如何預(yù)防漏接事故？
017. How will you handle the luggage at the port of entry?
導(dǎo)游應(yīng)如何處理入境團隊的行李？
018. What kind of services should be provided when tourists are on boarding?
在引導(dǎo)旅游者登車的過程中，導(dǎo)游應(yīng)提供怎樣的服務(wù)？
019. What is the counting technique on the coach?
導(dǎo)游如何在旅游客車上清點人數(shù)？
Unit 3 On the Way to Hotel and Helping Check-in
去酒店途中及協(xié)助辦理入住
020. What are you supposed to tell your group on the way from the airport to the hotel?
在從機場去酒店的途中，導(dǎo)游應(yīng)向旅游者提供哪些信息？
……
Part Ⅱ The Tour Leader and the National Guide
領(lǐng)隊和全程服務(wù)流程與規(guī)范
Part Ⅲ Special Care for Special Groups
特殊旅游群體服務(wù)
Part Ⅳ Dealing with Individual Requests and Handling Emergencies and Common Issues
導(dǎo)游應(yīng)變能力
Part Ⅴ The Art of Managing a Tour
導(dǎo)游帶團藝術(shù)