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1、 Tourism EnglishTourism EnglishUnit1MeetingonArrival&SeeingoffonDeparture . .Lecture Time AssignedLecture Time AssignedPARTPARTMODULESMODULESCONTENTS STUDIEDCONTENTS STUDIEDI ILead-inLead-inTour Guides general tasksTour Guides general tasksQuestion for discussionQuestion for discussionIIIIOral pract
2、iceOral practiceKnow-how for A National / Know-how for A National / Local Tour Guide Local Tour Guide Meeting the GuestsMeeting the GuestsIIIIIIWritingWritingDraft a welcome & farewell Draft a welcome & farewell speechspeechHomeworkHomeworkCase ProblemsCase Problems. .LearningObjectivesn nGettoknowt
3、hetourguidesprincipledutiesn nMasterhowtoreceivetouristsattheairportn nLearntowriteawelcome&farewellspeech. .ATourGuiden nsomeoneassignedbyatravelservicesomeoneassignedbyatravelservicen ntoorganizetoorganizen ntoconductatriptoconductatripn ntotakecareofeverydetailofatourtotakecareofeverydetailofatou
4、rn napersonthattheguestspayfortheapersonthattheguestspayfortheconvenienceconveniencen nfamiliarwithgeographyandhistoryofacertainfamiliarwithgeographyandhistoryofacertainarea.area. .Part I A Tour GuidePart I A Tour Guides General s General taskstasksn nA. some basic serviceA. some basic serviceA. som
5、e basic serviceA. some basic service- n nmeetingandseeingoff,meetingandseeingoff,n ncheckinginandcheckingout,checkinginandcheckingout,n narrangingfoodandaccommodation,arrangingfoodandaccommodation,n nprovidingonprovidingon tourservicetourservicen npromotingoptionaltourproducts,promotingoptionaltourp
6、roducts,n ngivingtouradvice,givingtouradvice,n ndealingwithcomplaintsandemergencies,dealingwithcomplaintsandemergencies,n ndoingpre-tourandpost-tourjobandsonon.doingpre-tourandpost-tourjobandsonon.n neducators, instructors and all-around experts-educators, instructors and all-around experts-educator
7、s, instructors and all-around experts-educators, instructors and all-around experts-n nhistory,history,n ngeography,geography,n narchitecture,architecture,n nArtandotherinterdisciplinaryknowledgeArtandotherinterdisciplinaryknowledge. .A Tour GuideA Tour Guides General Taskss General Tasksn nB B B B:
8、 : : : the public face of a travel agencythe public face of a travel agencythe public face of a travel agencythe public face of a travel agencyn nHelpshapethefirstimpressiontovisitors.Helpshapethefirstimpressiontovisitors.n nHis/HerqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourHi
9、s/Herqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyn nC: a goodwill culture ambassador, an unofficial C: a goodwill culture ambassador, an unoff
10、icial C: a goodwill culture ambassador, an unofficial C: a goodwill culture ambassador, an unofficial spokesperson for the destinations spokesperson for the destinations spokesperson for the destinations spokesperson for the destinations n nworkingattheforefrontofthetravelindustryandmeetingpeoplefro
11、malloverworkingattheforefrontofthetravelindustryandmeetingpeoplefromallovertheworldandwithdiversebackgrounds,aguideactsastoforeignguests,theworldandwithdiversebackgrounds,aguideactsastoforeignguests,facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandfacilitateforeigntouriststoenhanceth
12、eirunderstandingaboutChinaandeliminateprejudiceagainstChinaeliminateprejudiceagainstChina. .Questions for DiscussionQuestions for Discussionn nDoesatourguidehavetoperformanarrayofDoesatourguidehavetoperformanarrayoftasksatthesametime?tasksatthesametime?n nDoesatourguideneedtorefertoalargesumDoesatou
13、rguideneedtorefertoalargesumofrelevantsourcesofinformation?ofrelevantsourcesofinformation?n nIsproperdressverynecessaryforatourguide?Isproperdressverynecessaryforatourguide?n nWhatWhat sthepurposeoftalkingaboutsomelateststhepurposeoftalkingaboutsomelatestnews?news?n nInhowmanyrespectsshouldaguideget
14、Inhowmanyrespectsshouldaguidegetprepared?prepared?. .Part II Know-how for A Tour Part II Know-how for A Tour Guide Meeting the GuestsGuide Meeting the Guests1. Introduction2. Preparations before meeting the guests3. Procedures for meeting visitors at the airport4. Useful sentence patterns & situatio
15、nal dialogues. .IntroductionIntroductionn nMeetingthetouristsattheairportisthefirstimportantstepMeetingthetouristsattheairportisthefirstimportantstepthroughoutthewholereceptionintourism.Aswellbegunisthroughoutthewholereceptionintourism.Aswellbegunishalfdone,youshouldplaytheroleofatourguidewellattheh
16、alfdone,youshouldplaytheroleofatourguidewellattheverybeginning,andyoushouldverybeginning,andyoushouldbewarm-hearted,humorousbewarm-hearted,humorousandconsiderate.andconsiderate.n nTheprocedureofmeetingguestsattheairportincludesTheprocedureofmeetingguestsattheairportincludesfindingtheguests,greetingt
17、heguests,countingthenumberfindingtheguests,greetingtheguests,countingthenumberoftheguestsandcheckingtheluggage.Then,youleadtheoftheguestsandcheckingtheluggage.Then,youleadthegueststothebus.gueststothebus.n nDuringthecourse,youshouldalwayswelcomethegueststoDuringthecourse,youshouldalwayswelcomethegue
18、ststoyourcityoryourcountryandaskthemforquestionsoryourcityoryourcountryandaskthemforquestionsorrequests.Expressyourwillingnesstoservethemsincerelyrequests.Expressyourwillingnesstoservethemsincerelyandhonestly,andwishthemapleasantjourneyandanandhonestly,andwishthemapleasantjourneyandanenjoyablestayin
19、yourcityoryourcountry.enjoyablestayinyourcityoryourcountry. .Preparations before receiving tour Preparations before receiving tour groupgroupn ngroupnumber,groupnumber,n nthetourleader,thetourleader,n nthenationalguide,thenationalguide,n nthechargingthechargingschedule,schedule,n ntheplacesoftheplac
20、esofaccommodation,accommodation,n ntheactivityitems,theactivityitems,n ntheservicestandards,theservicestandards,n nspecialrequirementsspecialrequirementsandsoon.andsoon.(1) Be familiar with the reception plan. These (1) Be familiar with the reception plan. These include: include: . .n n(2)Implement
21、of various tasks.Implement of various tasks.n nToConfirmtransportation,accommodationandallkindsofinvoices,andcontactthereceptionunits.n n(3)Be mentally prepared for the tour.Be mentally prepared for the tour.n nTobepsychologicallypreparedtofacethecomplaints,blamesandaccusationsfromcertaintourist,asw
22、ellastheemergenciesthatmayarise.n n(4)Prepare all the necessary itemsPrepare all the necessary items,suchasthetourFlags/banners,badges,guidingmaps,etc. .The checklist of things before The checklist of things before meeting guestsmeeting guestsn nItineraryItineraryn nPassengerlists,withpersonincharge
23、notedPassengerlists,withpersoninchargenotedn nBookinginformation:thehotel,coach,meals,Bookinginformation:thehotel,coach,meals,theattractions,theattractions,n ntransportationfornextstop.transportationfornextstop.n nCouponstotherestaurantsandattractions,Couponstotherestaurantsandattractions,tickets.ti
24、ckets.n nChecksorvouchersforpaymentChecksorvouchersforpaymentn nFlagofthetravelserviceFlagofthetravelservicen nNamebadgeNamebadge. .Meeting Guests at the airportMeeting Guests at the airportn nProcedures to remember:Procedures to remember:Procedures to remember:Procedures to remember:n nCometotheair
25、portatleast30minutesinadvance;checktheCometotheairportatleast30minutesinadvance;checkthearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgatearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgate. .n nArrangeluggagetransfer,walktothegate,establishaArrangeluggagetransfer,walktothegate,establ
26、ishameeting/waitingsiteforthegroup,andnotethelocationofthemeeting/waitingsiteforthegroup,andnotethelocationofthebaggageclaimarea.baggageclaimarea.n nReceivethegroupandofferafriendlygreeting,inquireaboutReceivethegroupandofferafriendlygreeting,inquireabouttheirtrip,andgivebriefbutclearinstructionsast
27、otheimmediatetheirtrip,andgivebriefbutclearinstructionsastotheimmediateprocedures.procedures.n nHelptouristswhentheycollecttheirluggage,andremindthemtoHelptouristswhentheycollecttheirluggage,andremindthemtocheckifthereisanydamage.Andthentransfertheluggagetocheckifthereisanydamage.Andthentransferthel
28、uggagetothevehicle.thevehicle.n nEscortthetouriststotheirmotorcoach.Escortthetouriststotheirmotorcoach.n nDeliverAWelcomeSpeechDeliverAWelcomeSpeech. .Useful ExpressionsUseful Expressionsn nReceiving guests at the airport:Receiving guests at the airport:n nExcuseme,sir.AreyouMr.RonaldfromAmerica?Exc
29、useme,sir.AreyouMr.RonaldfromAmerica?n nExcuseme,madam,butareyouMs.LynnDavisExcuseme,madam,butareyouMs.LynnDavisfromAustralia?fromAustralia?n nExcuseme,ImlookingforatourgroupfromtheExcuseme,ImlookingforatourgroupfromtheU.S.TheleadersnameisMaria.U.S.TheleadersnameisMaria.n nGoodmorning,sir,Iamaguidet
30、omeetaguestGoodmorning,sir,IamaguidetomeetaguestfromNewZealand.AreyouMr.Davis?fromNewZealand.AreyouMr.Davis?. .n nGreeting:Greeting:n nHowdoyoudo,Mr.James.n nGoodmorning,Mr.Smith.WelcometoChina.n nNicetomeetyou,Nick.n nDidyouenjoyyourtripinXian?n nHowwasyourtrip?n nIsthisyourfirstvisittoChina?n nHav
31、eyoubeentoChinabefore?n nHowlongwillyoustayinChina?. .n nConfirming guests and luggage:Confirming guests and luggage:n nCouldyoutellmeifeveryoneinthegroupishere,Mr.Lynn?n nIseverybodyhere,Mr.Brown?n nMr.Hugo,doyouhaveallyourguestshere?n nHowmanypiecesofluggagedowehave?n nMayIhaveyourbaggagecheck,ple
32、ase?. .n nMoving out of the airport:Moving out of the airport:n nArewereadytogonow?n nCouldyoutellthegueststofollowmyflagsinceitssocrowdedhere?n nShallwemovetothecoachnow?n nOurcoachiswaitingintheparkinglot.n nOurcoachnumberis54369.Pleasetryton nrememberit.n nTherewillbe40minutesbeforewearriveatourh
33、otel. .Part III. WritingPart III. Writing How to write a speechHow to write a speechHow to write a speechHow to write a speech1.Get to know a Speech format (Chengdu)2.Sample 3.Write a welcome& farewell speech. .四川文化四川文化产业职业学院学院文旅学院文旅学院Welcome Speech Welcome Speech 致致欢迎辞迎辞1 13 34 4BrieflyintroduceChe
34、ngduandtouristsites大致介绍成都以及景点Greeting&Welcome问候并表达欢迎Dontforgettowishthemhaveagoodtime别忘了表达祝愿2 2Brieflyintroducehotel大致介绍入住酒店. .Welcome Speech Welcome Speech 致致欢迎辞迎辞四川文化四川文化产业职业学院学院文旅学院文旅学院Hospitality热情Requirement Requirement 解解说要求要求Patient耐心Careful细致LinkingWords连接词Personalizedintroduction个性化介绍Humor幽
35、默Cautions注意事项. . 四川文化四川文化产业职业学院学院文旅学院文旅学院第一步：表达第一步：表达欢迎迎1 1Greeting 问候候开口第一句，说什么呢？Good morningGood morning，Ladies and Gentlemen! Ladies and Gentlemen! 早上好，女生早上好，女生们、先生、先生们! !. . 四川文化四川文化产业职业学院学院文旅学院文旅学院第二步：一句第二步：一句话介介绍成都成都1 1在你的心目中，成都是一座什么在你的心目中，成都是一座什么样的城市呢？的城市呢？天府之国一座来了就不想离开的城市蓉城The land of abunda
36、nceA city you dont want to leave once you comeThe City of Hibiscus 熊猫故乡The Pandas Hometown欢迎来到天府之国迎来到天府之国-成都。成都。WelcometoChengdu,thelandofabundance. . 四川文化四川文化产业职业学院学院文旅学院文旅学院PandaBowlTeaHotpot第二步：成都的第二步：成都的记忆点点提到成都，你会想到什么呢？. .9/3/2024H Ho ot tp po ot t9/3/20249/3/2024. .9/3/2024P Pa an nd da a9/3/2
37、0249/3/2024. .9/3/2024B Bo ow wl l T Te ea aAnd youll enjoy Sichuan Opera here.9/3/20249/3/2024. . 四川文化四川文化产业职业学院学院文旅学院文旅学院成都的著名景点和名胜古迹有哪些呢？第二步：成都景点第二步：成都景点Mt.QingchengPanda BaseWuhou TempleDufu Thatched Cottage9/3/20249/3/2024. . 四川文化四川文化产业职业学院学院文旅学院文旅学院第三步：介第三步：介绍入住酒店入住酒店1 1Living Hotel 下榻下榻宾馆Livi
38、ng Hotel：name+ address + star level Eg: Now, we are approaching to Shangri-la Hotel. Its along the bank of Jinjiang River. And its one of best five-star hotels in Chengdu.2 2Cautions 注意事注意事项项Eg: Ladies and gentlemen, please bring your belongings and check-in at the reception.Eg: Watch your steps!9/3
39、/20249/3/2024. . 四川文化四川文化产业职业学院学院文旅学院文旅学院第四步：表达祝愿第四步：表达祝愿1 1Best wishes衷心祝愿您旅途愉快！Isincerelywishyouapleasantandcomfortablestayhere.Usefulexpressions:希望您旅途愉快Ihopeyouwillenjoyyourtour.9/3/20249/3/2024. . 四川文化四川文化产业职业学院学院文旅学院文旅学院语音模音模拟 PreviewWelcome Speech IIWelcome Speech IIWelcome Speech IIWelcome Sp
40、eech IIEach step should have linking wordsEach step should have linking wordsGoodmorning,ladiesandgentlemen.WelcometoChengdu,thelandofabundance.1. Greeting1. GreetingChengduisacitywithalonghistoryandbrightculture.Thewell-knowntouristsitesyouregoingtovisitincludingWuhouTemple,DufuThatchedCottage,Mt.Q
41、ingchengandPandaBase.2. Tourist Sites2. Tourist SitesNow,wereapproachingtoJinjiangHotel.Itsafive-starhotel,whereyouwillstayformanydays.ItslocatedinSouthernPeopleRoad.Thehotelofferfive-starservicesbothfoodandbed.3. Hotel3. Hotel4. wishes4. wishesIhopeyouwillenjoythetour.Oh,thecoachisfast,wevearriveda
42、tJinjiangHotel.Pleasetakeyourbelongingsandgetoffthecoach.Wewillcheckinthehotel.Thankyouforyourattention!9/3/20249/3/2024. . Useful expressionUseful expression知知识点回点回顾 四川文化四川文化产业职业学院学院文旅学院文旅学院1.1.Next,Next,IdIdlikeliketotointroduceintroducesomethingsomethingaboutaboutthisthiscity.city.接下来，我想要介接下来，我想要
43、介绍绍一下有关一下有关这这个城市的一些情况。个城市的一些情况。2.2. TherereTherere manymany famousfamous scenicscenic spotsspots andandhistoricalsitesinChengdu.historicalsitesinChengdu.在成都有很多著名的景点和名在成都有很多著名的景点和名胜胜古迹。古迹。3.Itsoneofthebestfour-starhotelsinthecity.3.Itsoneofthebestfour-starhotelsinthecity.它是它是这这个城市最好的四星个城市最好的四星级级酒店之一。
44、酒店之一。4.Ihopeyouwillenjoyyourstaythere.4.Ihopeyouwillenjoyyourstaythere.我希望你能在那住得愉快。我希望你能在那住得愉快。9/3/20249/3/2024. .Useful expressionUseful expression知知识点回点回顾 5.5. WeWe willwill dodo ourour bestbest toto makemake youryour triptrip moremoreenjoyableandmemorable.enjoyableandmemorable.我我们们将尽最大努力使你将尽最大努力使
45、你们们的旅行更有趣、更的旅行更有趣、更难难忘忘6.Letsgetoffandgotothereceptiondesk.6.Letsgetoffandgotothereceptiondesk.让让我我们们下下车车去接待去接待处处。7.Watchyoursteps!7.Watchyoursteps!请请注意脚下。注意脚下。8.8.连连接接词词：Now,ladiesandgentlemen,everybodyNow,ladiesandgentlemen,everybody9.9.提示提示词词：Lookout!MayIhaveyourattention?Lookout!MayIhaveyouratte
46、ntion?10.10.序数序数词词：Firstly,secondly,then,finallyFirstly,secondly,then,finally. . 四川文化四川文化产业职业学院学院文旅学院文旅学院怎样表达热烈地欢迎呢？Practice timePractice timeyou will give the welcome speech to American tourists.你将向美国游客致欢迎词，请准备一段不短于5分钟的英语欢迎词。. . 四川文化四川文化产业职业学院学院文旅学院文旅学院项项 目目分分 值值评分标准与各项分值评分标准与各项分值得得 分分说明性知识1010地点、名
47、称、时间距、路距、特点等要素交代取材与主题2020取材得当，开门见山，与题目结合好内容与信息4040内容翔实，丰满、生动方法与技巧2020讲解扣人心弦，善于归纳，能熟练地应用讲解方法与技巧总体印象1010好，较好，一般评分分标准准Practice time. .Sample1LadiesandGentlemen,LadiesandGentlemen,n nWelcometoXian.MynameisLinda.ImfromXianChinaWelcometoXian.MynameisLinda.ImfromXianChinaInternationalTravelService.Illbeyou
48、rlocalguideduringyourInternationalTravelService.IllbeyourlocalguideduringyourstayinXian.NowIwouldliketointroducetoyouLiJing,yourstayinXian.NowIwouldliketointroducetoyouLiJing,yournationalguide.Hewillbetravelingwithyouduringyourentirenationalguide.HewillbetravelingwithyouduringyourentiretripinChina.H
49、eisaveryexperiencedguideandhastraveledtripinChina.HeisaveryexperiencedguideandhastraveledextensivelybothinChinaandoverseas.ImsureyouwillfindhimextensivelybothinChinaandoverseas.Imsureyouwillfindhimagreathelp.agreathelp.n nThisisMr.Yang,ourdriver.Hisbusnumberis12345.IfyouThisisMr.Yang,ourdriver.Hisbu
50、snumberis12345.Ifyouneedanyhelp,pleasedonthesitatetoletusknow.Welltryourneedanyhelp,pleasedonthesitatetoletusknow.Welltryourverybesttomakeyourstayapleasantone.verybesttomakeyourstayapleasantone.n nMorethananyothercity,XianoffersasplendidmicrocosmofMorethananyothercity,Xianoffersasplendidmicrocosmofb
51、othmodernandtraditionalChina.ItcontainssomanysightsbothmodernandtraditionalChina.Itcontainssomanysightswithinitsvicinitythatoneshortvisitisdefinitelyinsufficient.withinitsvicinitythatoneshortvisitisdefinitelyinsufficient.However,“halfapieceoftoastisbetterthannobreadatall.”IHowever,“halfapieceoftoast
52、isbetterthannobreadatall.”Ihopethatyourvisittothisancientcitywillbeahappyandhopethatyourvisittothisancientcitywillbeahappyandmemorableexperience.Thankyouall.memorableexperience.Thankyouall. .Sample2Goodafternoon,ladiesandgentlemen,Goodafternoon,ladiesandgentlemen,n nYouarewelcome.Allowmetointroducem
53、yself.MyYouarewelcome.Allowmetointroducemyself.MynameisLindaWu.Wuismysurname,soyoumaycallmenameisLindaWu.Wuismysurname,soyoumaycallmeXiaoWu.AndthisisMr.Liu,ourdriver,whohashad20XiaoWu.AndthisisMr.Liu,ourdriver,whohashad20yearsofdrivingexperience.WecomefromtheGuangzhouyearsofdrivingexperience.Wecomef
54、romtheGuangzhouTravelService.Wearegladtohaveyouhere.OnbehalfofTravelService.Wearegladtohaveyouhere.Onbehalfofourcompanyandourcolleagues,weourcompanyandourcolleagues,we dliketoextendadliketoextendawarmwelcometoyouall.warmwelcometoyouall.n nII llbeyourlocaltourguideduringyourfour-daytourinllbeyourloca
55、ltourguideduringyourfour-daytourinthiscityandwethiscityandwe llbeatyourserviceatanytime.Wellbeatyourserviceatanytime.We lldolldoeverythingpossibletomakeyourvisitapleasanteverythingpossibletomakeyourvisitapleasantexperience.Ifyouhaveanyproblemsorsuggestions,experience.Ifyouhaveanyproblemsorsuggestion
56、s,pleasedonpleasedon thesitatetoletusknow.thesitatetoletusknow.n nWehavereservedtwosuitesandeightSuitesforyouatWehavereservedtwosuitesandeightSuitesforyouattheWhiteSwanHotel.Itoffersthebestservicesinthiscity.theWhiteSwanHotel.Itoffersthebestservicesinthiscity.Weshallmeetatthehotellobbyat7:30a.m.foro
57、urfirstWeshallmeetatthehotellobbyat7:30a.m.forourfirstvisittomorrow.Pleasedoremembertheplatenumberofvisittomorrow.Pleasedoremembertheplatenumberofourbus.Thenumberis862569.Thankyou.ourbus.Thenumberis862569.Thankyou.n nWehopeyouWehopeyou llenjoyyourstayinthiscity.llenjoyyourstayinthiscity. .Farewell s
58、peechFarewell speech导导游游欢欢送送词词是是导导游人游人员员在旅游者离开一地，在旅游者离开一地， 临临分分别别前向客人表前向客人表达依依惜达依依惜别别之情的致辞。同之情的致辞。同欢欢迎迎词词一一样样， 致致欢欢送送词词要恰到好要恰到好处处，感情要真，感情要真挚挚、诚恳诚恳。欢欢送送词应该词应该言言简简意意赅赅， 不宜不宜过长过长，其内容取决于具体的游其内容取决于具体的游览览行程，行程， 但一般但一般应该应该包含以下几点：包含以下几点：n n回回顾顾旅游活旅游活动动，感，感谢谢大家的合作；大家的合作；n n表达友表达友谊谊和惜和惜别别之情；之情；n n诚恳诚恳征求旅游者征求旅
59、游者对导对导游工作的意游工作的意见见和建和建议议；n n导导游人游人员员可借致可借致欢欢送送词词之之际际就旅游服就旅游服务务的不足之的不足之处处向客人表示向客人表示歉意；歉意；n n对对客人所要前往的下一站作客人所要前往的下一站作简简要介要介绍绍；n n向客人致以良好的祝愿。向客人致以良好的祝愿。. .n nLadiesandGentlemen,LadiesandGentlemen,n nIwouldliketotellyouthatithasbeenagreatpleasureIwouldliketotellyouthatithasbeenagreatpleasureformetospend
60、thelastfewdaysasyourguide.Ihaveformetospendthelastfewdaysasyourguide.Ihavehadtheopportunitytomeetandgettoknowyou,andhadtheopportunitytomeetandgettoknowyou,andwehavespentagreatdealoftimetogether.Ihopeyouwehavespentagreatdealoftimetogether.IhopeyouhaveenjoyedthesedaysasmuchasIhave.Wehavehaveenjoyedthe
61、sedaysasmuchasIhave.Wehavetriedtomakeyourstayhereaspleasantandastriedtomakeyourstayhereaspleasantandasenjoyableaspossible.enjoyableaspossible.n nWesincerelyhopethatyouhaveenjoyedbeinghereandWesincerelyhopethatyouhaveenjoyedbeinghereandthatonedayinthefutureyouwillreturntovisitusthatonedayinthefuturey
62、ouwillreturntovisitusagain.Ifthereiseveranythingwecandotomakethisagain.Ifthereiseveranythingwecandotomakethispossible,pleasefeelfreetocallonus.Welookforwardpossible,pleasefeelfreetocallonus.Welookforwardtoseeingyouallagainsoon.Pleasehaveapleasanttoseeingyouallagainsoon.Pleasehaveapleasantjourneyhome
63、.journeyhome.n nThankyouforcomingtoBeijingandforusingourtravelThankyouforcomingtoBeijingandforusingourtravelservice.service.Sample1. .n nCauseIknow,forthepast14days.AndICauseIknow,forthepast14days.AndIhopethatyouwillagreewithme.Wevemethopethatyouwillagreewithme.Wevemetsomereallytoughmuch.Imean,hehas
64、beensomereallytoughmuch.Imean,hehasbeenourfriend,hehasbeenourteacher,ourfather,ourfriend,hehasbeenourteacher,ourfather,ourbrotherandeverythingelseasyoucanthinkourbrotherandeverythingelseasyoucanthinkof.of.n nHehasbeensoorganized.HenicknamedusHehasbeensoorganized.Henicknamedustheredbus,thespeedyones.
65、Butyouknow,wetheredbus,thespeedyones.Butyouknow,wewerespeedybecauseofhishelp,hiswerespeedybecauseofhishelp,hisorganization,hisskillsatgettingustogetherandorganization,hisskillsatgettingustogetherandworkingtogether.workingtogether.Script. .n nHefoundoutourstrongpointsandhebuiltonthem.Hewasresourceful
66、.Andeverytimeweaskaquestionforhim.Healwayshadananswer.n nHegaveoffhimself.Hetoldofhispersonallife,hisparents,hisfamilyandhowhegrewup.Andhebuiltbonds,OK,atthingsthatwewillneverforget,wellalwaysrememberthisspecialtripwithhim.Script. .n nBeyondthat,hewascaring,hetaughtustogowiththeflow.Onetimeheaskedus
67、howdidyoulikethePekingDuckdinner?.weallwereveryquietandsaidMark,welikethechocolate,welikethebirthdaycakethebest.n nWhenheaskedushowwelikethedumplings,weansweredweliketheShandongBeers.sowewentwiththeflow.Hewasourgoodteacher.Butaboveandbeyond,wecanallagreeMarkdealtuswell,hetookcareofus.Script. .n nOur
68、groupwasverydemandinginthatwehadpeoplethatneedextracare.AndwecouldnthavedonethatwithoutMarksprioritytokeepussafe.AndIthinkthatsoneofthebestandmostdesirablethingthatwecanaskofatourguide.n nSoasfarasIamconcerned.HisbignamemeanTaijiMaster.Butyouknowwhat?HeistheTourGuideMaster,right?SoIstandherewithmixe
69、dfeelingbecauseIknowitstimetosaygoodbye.Script. .n nButyouknowwhat?TherewillbeanexttimebecauseMarkwillalwaysliveinourheart.HetaughtusinXianthe24Karaoke.Hetaughtushowtoopenupourheartsandgaveupeachother.n nAndthesearesomememorableeventswehaveforourChinatrip.Thankyou,Mark!OnbehalfoftheHawaiiContingency
70、group,wedlikepresenttoyouasmalltokenofourappreciation.Script. .Word bank Word bank n nPersonnel Personnel Personnel Personnel 全体人全体人全体人全体人员员，职员职员 n nTravel agent Travel agent Travel agent Travel agent 旅行代理人旅行代理人旅行代理人旅行代理人n nArray Array Array Array 大批，大批，大批，大批， 排列排列排列排列 n nFIT operator FIT operator F
71、IT operator FIT operator 国外旅游散客批国外旅游散客批国外旅游散客批国外旅游散客批发发商商商商n nInterdisciplinary Interdisciplinary Interdisciplinary Interdisciplinary 跨学科的跨学科的跨学科的跨学科的 n nInbound agent Inbound agent Inbound agent Inbound agent 入境代理商入境代理商入境代理商入境代理商 n nSimultaneous Simultaneous Simultaneous Simultaneous 同同同同时时的的的的 n n
72、Ticket agent Ticket agent Ticket agent Ticket agent 售票代理商售票代理商售票代理商售票代理商n nImpair Impair Impair Impair 削弱削弱削弱削弱 n nCommercial agency Commercial agency Commercial agency Commercial agency 商商商商务务旅行社旅行社旅行社旅行社n nExpenditure Expenditure Expenditure Expenditure 花花花花费费 n nCooperate price Cooperate price Co
73、operate price Cooperate price 单单位位位位团团体价格体价格体价格体价格n nPriority Priority Priority Priority 优优先先先先权权n nDiscount rate Discount rate Discount rate Discount rate 优优惠价惠价惠价惠价n nCivility Civility Civility Civility 礼貌，礼貌，礼貌，礼貌，谦谦恭恭恭恭 n nCommission rate Commission rate Commission rate Commission rate 佣金率佣金率佣金率
74、佣金率n nDomestic itinerary Domestic itinerary Domestic itinerary Domestic itinerary 国内旅游路国内旅游路国内旅游路国内旅游路线线 n nDeparture Departure Departure Departure 团组团组n nSelect routine Select routine Select routine Select routine 精精精精选选路路路路线线 n nentry requirement entry requirement entry requirement entry requireme
75、nt 入境入境入境入境须须知知知知. .Part VI. Case ProblemsPart VI. Case Problemsn nWhatcanbedoneifthetourgroupaskstochangeWhatcanbedoneifthetourgroupaskstochangemealsatshortnotice?mealsatshortnotice?n nWhatremedialeffortcanbemadebeforethegroupWhatremedialeffortcanbemadebeforethegroupshowingstrongcomplaintsaboutthel
76、ocalfood?showingstrongcomplaintsaboutthelocalfood?n nWhatcanbedoneifthetouristsasktochangetoaWhatcanbedoneifthetouristsasktochangetoabetterhotel?betterhotel?n nHowshouldtheguidedealwiththepricedifferenceHowshouldtheguidedealwiththepricedifferencearisingfromtheoriginalroomarrangementafteronearisingfromtheoriginalroomarrangementafteronetouristiswillingtoliveinasingleroom?touristiswillingtoliveinasingleroom?. .
