Service Specification in Tour Guiding
1、 What preparations in material should a local guide make before taking a tour?
Paper schedule, IC card, flag, voucher of clearing
for park entrance and food, evaluation form,
Some cash, shopping paper for designated stores. (six answers are enough)
2、To avoid meeting a wrong group ,what is a local guide suppodto check in terms of the tour group information?
Tour group name, tourist number, name of tour escort and national guide, travel agency’ s logo
3、What jobs must be done by a national guide during his or her rvice preparation?
1 ）Be familiar with paper schedule
2 ）prepare necessary materials 3） contact relevant travel agency
4、What should a national guide do to provide the品牌化妆品
rvice in all upcoming tour stop?
1）Positively cooperate with local guide,
2）Supervi the implementing of schedule and rvice quality,
3）Attend to tourists,
4 ）Better reminding job and always be ready for eventualities,
5）Be a good shopping guide for tourists,
6）Remember jobs to contact and regulate
5、What does a local guide usually do for the preparation of meeting tour group?
Get ready for guiding work, knowledge, material, appearance, psychology 1）Identify tour group,
2）Check the number of tourists,
@服务规范部分
1、地陪接团前应做好哪些物质准备？
上团前，按照该团旅游者人数在旅行社领取门票
结算单、餐单、车单、带好旅游接待计划（即接团
通知单）、导游证、导游旗、钱等必要物品。
2、为了避免错接的现象发生，地陪在接团时一般
应该核对团队的哪些信息？
核实团名（编号）、境外组团社或国内组团社名称、旅游团人数、领队或全陪姓名等。
3、全陪在服务准备阶段中主要应做好哪些工作？
1）熟悉接待计划
2）物质准备
3）与地接社联系
4、全陪在各站服务中应做好哪些工作？
1）与地陪积极配合
2）监督各地接待计划的实施和服务质量
3）留意旅游者的动向
4）做好提醒工作，处理突发问题和事件
5）当好旅游者的购物顾问
6）联络、协调工作
5、地陪在接团钱应做好哪些准备工作？
业务准备、知识准备、物质准备、形象准备、心理
准备
6、What should a local guide do to ensure the
6、地陪在接团前应落实哪些接待事宜？
well-prepared reception of a tour group?
落实旅行车辆、住房、用餐和返程票，与全陪联系，Tings to implement are vehicles, hotel room, meals,
还有了解不熟悉的景点情况。
return tickets, contact national guide, know about
unfamiliar touring spots
7、What work is a local guide suppod to do
7、客人抵达机场后，地陪在机场应做好哪几项工
at the airport after the guests arrive?
作？1宇宙高清壁纸
）Say some greeting words,
1）辨认旅游团2）核实人数2）On behalf of local, local guide and driver to 3）Ask the information about the group,3）询问团队情况
4）Count and handover luggage,4）集中清点行李，并交接行李
5）Gather tourists and get them on vehicle5）集合登车
8、What should a local guide do if requested to
provide individual tourist with departure rvice?
1）Carefully read departure schedule (to make sure individual tourists mes’ornanumber, date of leaving, flight to take,hotel for next stop, any changes on flight,bus or train ride and guests ’number, any demand to u car pool heading for airport or bus
or train station).
2）Ensure departure time and place for guests 24 hours in advance.
3）Manage the time eing off. For domestic flight, arrival time at airport is one hour before taking off for international flight, two hours ahead of flight time to airport, for catching train or boat, it is usually forty minutes ahead.
9、What is the major work for a guide to do when offering the picking-up rvice before a group arrives?
1）Make sure guests’correct arrival time to avoid missing out tour group,
2）Contact driver,
3）Arrive at meeting place in advance,
4）Double check the preci arrival time,
5）Carrying logo to meet tour group
10、 How does a guide identify the tour group he
or she will meet at the reception place?8、若为散客提供送站服务，地陪应做好哪些服务准备工作？
1）详细阅读接待计划
2）在送站前24 小时与散客或散客旅游团确认送站时间和地点
3）掌握好送站时间。国内航班提前一小时到达机场，国际航班提前两小时到达机场。火车轮船离开提前 40 分钟到达车站或码头。
9、地陪提供接站服务是，在旅游骑虎难下是什么意思
团到达前，应做好哪些方面的工作？
1）确认旅游团所乘交通工具的准确抵达时间，以免漏接
2）与旅行车司机联络
3）提前抵达接站地点
4）再次核实班次抵达的准确时间
5）持接待站标志迎候旅游团
10、在接站地点，旅游团抵达后，地陪应如何辨别团队？
地陪举接站牌站在明显的位置上，让领队或全陪
（或客人）前来联系，同时地陪应根据旅游者的民
Hold up high logo to be easily en by tour escort or族特征、衣着、组团社的徽记做出判断，或主动询national guide judge by tourists feature,’dress，问，温情该团领队和全陪姓名国别（或地区）、团agency ’badges or positively ask about the tour ’ s名、客源地组团社姓名等。若该团无领队和全陪，
escort name, or guests
应与该团成员逐一核对团名、国别（或地区春节几月几日
）及团’ name, number, nationality, tour
code and all relevant info of the group before taking员姓名等，一切相符后才能确定是自己要接待的旅tourists away.游团。
11、After meeting the tour guests and getting them on board the vehicle ,local guide should make a welcome speech . So what does it in妇女节
clude?11、接到团队并带领团队上车后，地陪应向客人致欢迎词，请问欢迎词应包括哪些内容？
1）问候语
2）代表所在接待社、本人及司机欢迎旅游者来本
地参观游览
welcome guests,
3 ）Self introduction, introduce driver and travel agency;
4 ）Show work performance attitude to gain good cooperation,
5）Make good wishes for the tour.
12、What are the main things for a guide to do aft粉红色
er taking the tour group back in the hotel? 1）Assist tour escort help guests check in at a hotel;
2）Introduce hotel outfit and rvice items;
3）Take tour group to u the very first meal at hotel
4）Repeat the activities arrangement for the day
and the next day;
5）Take care of tourist and luggage,
6）Set wake up call;
7）Check and discuss agenda.
13、 What should a guide do in advance to get ready for a meeting activity from the tour group?
1）To learn in advance whether both sides
exchange gifts during the meeting
2）To undertake the task of translation
3）If tourists meet friends or relatives in china, local guide should assist the job. But commonly, he or she has not the duty to act as translator.the food at least one or two times to e if there
request from tourists;
3）介绍自己姓名和所属旅行社名称，介绍司机
4）表明自己提供服务的工作态度和希望得到合作的愿望
5）预祝旅游愉快、顺利
12、在旅游团队抵达饭店后，地陪应做哪些主要工作？
1）协助领队办理住房登记手续
2）介绍饭店设施和服务项目
3）带领旅游团用好第一餐
4）重申当天或第二天的活动安排
5）照顾旅游者和行李进房
6）商定并安排叫醒及早餐时间
7）核对、商定日程
13、团队有会见活动时，地陪应提前做好哪些主要工作？
1）事先了解会见时双方是否有互赠礼品
2）承担翻译任务
3）旅游者若会见在华亲友，地陪应协助安排，一般没有充当翻译的义务。
14 、 What attention matters (notes or points)should a local guide mention before starting the sighteing after getting to a scenic spot?
1）Give the tourist a reminder of remembering the vehicle ’s type, color, sign, plate number, the parking space and the driving time;
2）Before the sketch of scenic spot, local guide should explain the route to follow before eing sights, time and place to gather after sighteing, remind of touring dos and don . ’ ts 14、带团抵达景点后，在开始游览前，地陪应向游客交代哪些注意事项？
1）提醒旅游者记住旅游车的型号、颜色、标志、车牌号（后三位数）停车地点和开车时间
2）在景点示意图前，地陪应向旅游者讲明游览线路及时间、集合地点及时间和提醒游览注意事项。
15、 What should a guide do to offer tourists 15、游客在用餐过程中，地陪应提前做好哪些准备some necessary rvice while they are having
工作？
meals?1）至少要到游客哪里巡视1~2 次
1）Either local guide or national guide should check
2）Offer suggestions to restaurant manager to adjust food if not satisfied by tourists; pay attention to the quality and rving speed of the food. It
dishes rved until local guide can leaving for meal
3）Sit in the table nearby for eating so as to deal
with the problem during the meal at any time 5）If its international flight, local guide has to find relevant forms and help guests fill them out
2）注意饭菜质量和上菜速度，旅游者饭菜上齐后，地陪方可去就餐
’ s not until all
3）地陪应在旅游者餐位附近就餐，以便随时解决旅游者就餐中遇到的问题
16、 On the way to e off the tour
group ,local guide has to make a farewell speech. So what that included?
1）Go over already en sights and say thanks to
the guests cooperation,’
2）Express friendship and farewell;
3）Seek advice and comments;
4）Make polite apologies if necessary;
5）Look forward to a reunion;
6）Make good wishes to guests
17、 How does the guide coordinate with the driver to better rvice for the tour group?
1）Remember to inform driver the same thing as you tell in English your guests the meeting time and place; 2）Tell driver in advance before changing tour route; 3）Rearch the agenda with driver and inquire about his comment on the agenda
4）Conventionally handle the relation with driver of the shared profits 16、地陪在送团前往机场途中，
应向客人致欢送词，请问欢’送词s应包括哪些内容？
1）回顾旅游活动、感谢合作
2）表达友情和惜别之情
3）征求旅游者对工作的意见和建议
4）旅游活动如有不尽人意之处，地陪可借机会像
旅游者表示歉意
5）期待重逢
6）美好祝愿
17、导游人员如何与司机协调以便更好地为旅游团
服务？
1）用外语向海外旅游者宣布集合时间地点时，要
记住用中文告诉司机
2)旅游线路有变化时，应提前通知司机
3）与司机研究日程安排，征求司机对日程的意见
4）合理合乎常规的处理好与司机之间的利益关系
18 、 What should a guide do to provide18、提供送团服务时，在旅游团离开酒店前，地陪departure rvice when the tour group is ready应做好哪些工作？
to leave hotel?1）集中交运行李
1）Handover the luggage to gather2）办理退房手续
2）Check out3）集合登车
3）Get together to board the vehicle
19、 What kind of rvice does a guide offer to19、若旅游团乘坐飞机离开，地陪在机场应做好哪the tour group that leaves by plane?些服务工作？
1）Local guide should collect guests passports’and1）收集所有旅游者及全陪的证件：将证件和机票national guide’ s ID card and take them with air tickets交给登机牌办理柜台，办理行李托运
to check-in counter;2）帮助办理超规格行李托运手续，领取登机牌2）Do bags checking, help out the overweight problem;3）领回全部证件
3）Get boarding cards and all certificates back;4）清点贴在登机牌上的行李票据；将全部证件、4）Count bag’tags before handing over to national登机牌交给领队发给每位旅游者和全陪
guide or tour escort;5）乘坐国际航班，地陪应该领取相关出境表格并
指导游客填写necessary . So what do you think the content of
the meeting?
20 、 What is the tour guide ’psychological
preparation preceding tourism reception?20、地陪在接团前应该做好哪些心理准备？
1 ）Face the complexity of hard work;
2 ）face1）准备面临艰苦复杂的工作
complaint and suing; (face various spiritual pollution)2）准备承受抱怨和投诉
21、 What is the material preparation for the
escort to make before taking a tour?21、领队在出团前应做好哪些物质准备？
1）Tour escort certificate, ID card passport or travel1）领队证、省份证、护照或通行证、机票及名单
pass air tickets, name list表
2）Group schedule, schedule photocopy confirmed by2）团队行程表、境外旅行社确认行程表的传真复
foreign travel agency optional tour chart印件、自费项目表
3）Flag, business card, bag tag, guests badge,3）社旗、名片、行李标签、客人胸牌
4）More group name list paper and g个人求职简历
roup rooming list4）多份团队名单表和团队分房表
5）Destination country ’departures and arrival cards,5）目的地国家（或地区）出入境卡、海关申报单declaration form6）Travel bag,6）旅行包
7）Relevant contacting phone number of people筒骨汤的做法大全
in7）境外旅行社及本社有关部门或人员的联系号码、charge of the tour from home and abroad，名片
8 ）Tour escort’notebook,s evaluation form, flight8）领队日志本、征求意见表、航班时刻表
timetable9）常备药品、随身行李物品和手机
9）Necessary medicines, carry-on luggage, cell phone,10）出国手册和各国度量、钱币换算表
10）Going abroad pamphlet and measurement guide of11）必要的费用
different country, money exchange form,12）目的地国家的报警电话号码和旅游帮助电话
11）Necessary cash
12 ）Phone number of police stations and travel
assistance
22、What should a local guide say to start
with the guiding along the way?
1 ）City’briefs introduction, eing sights guiding, hotel introduction,
2）Activity announcement, materials distribution,22、地陪在进行首次沿途导游时应做好哪些服务工作？
1）介绍城市概况、沿途风光和饭店情况
2）宣布当日活动日程和提醒注意事项
23、 What should a local guide do to organize evening recreational activities?
1 ）Learn about the show in advance, briefly introduction of the show
2）Take guests to the ats
3）Stay around guests during the performance
4）Mention guests to stick to the show place, pay attention to the surroundings
24、Being a tour escort for Chine, before departure for an outbo35岁男人
und tour he or she has to call on a meeting to explain something 23、地陪在组织晚间文娱活动时应做好哪些服务工作？
1）预先了解剧情，向旅游者介绍节目内容和特点2）引导游客入座
3）在观看节目的过程中，地陪要向旅游者做剧情介绍，解答旅游者的提问，并始终不离旅游者
4）与领队、全陪配合，提醒旅游者不要走散，并注意旅游者动向和周边环境，以防不测
24、中国出境旅游领队在带团出境前要召开一次说
