Part Ⅰ The Local Guide
地陪服务流程与规范
Unit 1 Basic Requirements for Tour Guides
导游服务基本规范
001. What are the basic guidelines for a tour guide?
导游服务的基本原则是什么？
002. What are the proper manners for a tour guide?
导游服务时应遵循什么样的行为规范？
003. What is considered the proper dress for a tour guide?
导游应如何着装？
004. How can a tour guide make a good fi rst impression on tourists?
导游如何给旅游者留下良好的第一印象？
005. What are the key requirements for tour guide service competency?
导游服务能力要求包括哪些？
006. What are the requirements for good language competence of a tour guide?
良好的导游语言表达能力包括哪些？
007. What are the eight working procedures of the local guide services?
地陪服务的八大工作流程包括哪些？
Unit 2 Preparation and Meeting a Group
准备与接站服务
008. What kind of preparation should a tour guide make before meeting a group?
接团前，导游应做好哪些准备工作？
009. What items should a tour guide prepare before meeting a group?
接团前，导游应做什么物品准备？
010. What kind of psychological preparation should a tour guide go through before starting a tour?
接团前，导游应有怎样的心理准备？
011. What kind of knowledge preparation should a tour guide make?
接团前，导游应做什么知识准备？
012. What should a tour guide be familiar with when he is making itinerary preparation?
导游在熟悉接待计划时要注意哪些方面？
013. As a tour guide, what are you supposed to do before meeting a group at the airport?
去机场接机前，导游应做哪些准备？
014. What are you supposed to do at the arrival gate of the airport?
在机场接机时，导游应如何操作？
015. How can you avoid picking up a wrong group?
导游如何避免接错团？
016. How can you avoid missing a group at the airport or the railway station?
导游如何预防漏接事故？
017. How will you handle the luggage at the port of entry?
导游应如何处理入境团队的行李？
018. What kind of services should be provided when tourists are on boarding?
在引导旅游者登车的过程中，导游应提供怎样的服务？
019. What is the counting technique on the coach?
导游如何在旅游客车上清点人数？
Unit 3 On the Way to Hotel and Helping Check-in
去酒店途中及协助办理入住
020. What are you supposed to tell your group on the way from the airport to the hotel?
在从机场去酒店的途中，导游应向旅游者提供哪些信息？
……
Part Ⅱ The Tour Leader and the National Guide
领队和全程服务流程与规范
Part Ⅲ Special Care for Special Groups
特殊旅游群体服务
Part Ⅳ Dealing with Individual Requests and Handling Emergencies and Common Issues
导游应变能力
Part Ⅴ The Art of Managing a Tour
导游带团艺术
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