【英文导游面试】导游服务知识问答.docxVIP

PAGE1 / NUMPAGES30 【英文导游面试】导游服务知识问答 导游服务 ?Q:?Upon the news that some change has been made, the tour guide hurried to the station to meet a tour group. When he arrived at the station, he found that the guests had been waiting outside the station for quite a long time and they were quite annoyed with that. What should the guide do with such a situation? A: 1)??Firstly, the tour guide should apologize to the tour group, tour leader and national guide. 2)??Then the tour guide should explain the matter and express his sincerity to serve the tour group. 3)??The guide should take actions to make up for the fault and try to win trust from the tourist. 4)??As required by the case, the tour guide may make compensation for the tourists. 得知行程变动，导游急忙赶到车站去接旅行团。当他到达车站时，他发现客人们已经在车站外面等了很长时间，他们对此很恼火。在这种情况下，导游应该怎么做? 1)??首先，导游要向旅行团、领队和全陪道歉。 2)??其次导游需向客人解释说明，并表达自己为旅行团服务的诚意。 3)??导游应采取措施弥补过错，努力赢得游客的信任。 4)??根据情况需要，导游可以对游客进行赔偿。 导游服务2 Q: When the local guide is about to meet the tour group as planned, he got a call from the national guide that the group would not arrive until the next evening. How should the local guide deal with it? A: 1) First, the local guide should contact the hotel and restaurant to cancel the accommodation for the day.2) The? local guide should make arrangement for food, accommodation and transportation for the next day.3) Next, the local guide should make new schedule for the tour guide’s stay in the city and try reserve the original items.4) If it is difficult to keep the original project, the tour guide should try to retain the most representative and unique scenic spots. 地接导游正按计划与旅游团会面时，他接到全陪导游的电话，说旅游团要到第二天晚上才能到达。地接导游该如何处理？ 1） 首先，地接导游应联系酒店和餐厅取消当天的住宿。2） 地接导游应安排次日的食宿和交通。3） 接下来，地接应为全陪制定新的行程计划，并尽量保留原项目。4） 如果原项目难以保留，地接应尽量保留最具代表性和独特性的景点。 导游服务3、4 3. A local guide went to the airport to receive an overseas group which has no accompany of a national guide. It not until checking in at the hotel did the guide found out that it was not the group that he was supposed to meet.