1、 Questions and answers on professional guides operationQuestion 1: What preparations should the local guide make before receiving the tour group?1. Operational preparations including double-checking the inter-agency transmittal, group booking sheets and the tour reception plan, preparing the day-by-
2、day itinerary and confirming the reservation for the tour coach, hotel, meals, air/train/boat tickets, etc.2. Get himself linguistically prepared. Get himself acquainted with popular topics and domestic and international current affairs and arm himself with general knowledge for travel. 3. Get the f
3、ollowing ready: the guide badge, the tour reception plan, the vouchers, cash, the agency flag etc.4. Get himself psychologically prepared. and make himself look professional.Question 2: What should the L/G do before the tourists arrival?(1)Reconfirm the arrival time of the vehicle.(2)Contact the bus
4、 driver.(3)Arrive at the airport or rail station half an hour earlier.(4)Reconfirm the arrival time of the flight or train once again.(5)Await the arrival of the group with the sign at a place where the guests can easily see you.Question 3. What are the dos and donts for the L/G during his first on-
5、the-way introduction?(1)He should stand (or sit if its a mini-bus) in the front of the bus so that every guest can see him.(2)Bear a smile. Look natural.(3)When testing the mike, dont pat or blow into it. Do it by way of greeting such as “hello, can you hear me?”(4)Speak in a medium volume and rate.
6、 Repeat or explain whats important.Question 4. What should the first (on-the-way) introduction include?(1)Views on the sides.(2)Background information of the city and its people.(3)Introduction about the hotel, their temporary home.(4)Itinerary in this city. Handing out the relevant materials.Questi
7、on 5. What should the L/G do to make the first hotel check-in smooth?(1)Help the tour leader go through the check-in formalities.(2)Tell the group about the hotel facilities and service items.(3)Bring the group to have the first meal.(4)Repeat todays or tomorrows arrangements.(5)Help the guests and
8、their baggage into their rooms.(6)Discuss about the wake-up time with the tour-leader and the national guide and ask the tour leader to inform the group. Book the wake-up time with the receptionist.Question 6 How is the L/G supposed to take care of the first group meal?(1)Appoint when and where to m
9、eet with the group.(2)Show the group to the restaurant and help the guests to be seated.(3)Explain the meal regulations, such as what beverages are included and what are not.(4)When the guests have started eating, wish them “Good Appetite” before leaving for dinner himself.(5)If the group is to dine
10、 out, the local guide must inform the restaurant in advance about the arrival time, group code, nationality, number of persons, meal standard and special requirements etc.Question 7 What should the L/G do to present an on-the-way introduction well?(1)Talk about the views along the way and answer que
11、stions from the guests.(2)Give a brief account of the scenic spot the group is heading for so that the guests may be interested.(3)Organize some discussions or games if the trip is long and keep the tourists entertained. Question 8 What points for attention should the L/G remind the tourists of afte
12、r arrival at and before entry into the scenic spot?(1)Duration of stay in the scenic spot and when and where to meet after the visit.(2)Information about the bus, such as type, color, license number etc before getting off the bus, and tour route as well as points for attention before entering the sc
13、enic spot.Question 9 What should the L/G do to present a good introduction and render other professional services at the scenic spot?(1)Make sure to let the tourists fully enjoy the scenic spot within the scheduled time and money. (2)In order to prevent the tourists from getting lost, the L/G should
14、 stay with them all the time and keep checking the number of persons. Special care should be given to the old, the weak and the disabled tourists.(3)In introducing the scenic spots, the L/G should have a plan as what to say first, what to say next and what stories and interesting episodes to be incl
15、uded. The information he gives should be in details and true with fluent expressions.(4)He should adjust the contents and his speech pace according to the guests responses. In a word, he should try to give the guests a great enjoyment with colorful, interesting and enjoyable guiding speeches.Questio
16、n 10 What preparations should the L/G make when the tour of one city is completed and before the tour group departs for the next city?(1)Check the travel tickets one day before the group leaves the city. The items to be checked include the group code, number of persons, name of the national guide, f
17、light (or train or ship) number, departure time, from which airport or station the vehicle leaves etc. He should also remind the T/L to reconfirm the air tickets 72 hours ahead of time if the group is leaving China from the city.(2)Decide on how the check baggage is to be arranged.(3)Discuss about t
18、he times of wake-up call, breakfast and departure and inform the guests as well as the hotel reception. (4)Ask the guests to clear their bills with the hotel ahead of time.(5)Remind the guests to keep their ID card or passport, valuables and receipts of valuable purchases in their hand baggage.(6)Re
19、turn all kinds of certificates or receipts to the guests if any.Question 11 Generally, what services should the N/L render to the tourists on the way from city to city?(1)Take good care of the tourists.(2)Remind the tourists of personal and property safety.(3)Seats should be allocated by the T/L bef
20、ore hand.(4)Safe keep the check baggage receipts and travel tickets and hand the former over to the local guide in the next destination.Question 12 How should the N/G cooperate with the L/G during the tour in each city?(1)Actively cooperate with the L/G in each city. Inform about the group and the g
21、roups special needs.(2)Give suggestions in terms of activity arrangements if theyre identical with the ones in the previous stops.(3)Keep an eye on the group members to prevent them from getting lost.(4)Keep reminding the group members of their personal and property safety. In case of emergencies, h
22、e should handle them properly with the help of local governments.(5)Be a good consultant for guests in shopping.(6)Actively communicate with the L/G and T/L to make the whole tour smooth.Question13. What and how should the L/G do in case s/he is late for meeting the arrival group on schedule?(1)Apol
23、ogize for being late, no matter whose fault it is. (2)Explain the true cause and apologize again when the tourists calm down a bit.(3)Get the group on board the bus as soon as possible and leave the airport or train station.(4)Provide excellent service to win the guests heart.(5)Give some kind of co
24、mpensation such as little souvenirs, extra dishes and beverages etc.Question14. What and how should the L/G do in case the group he/she is meeting doesnt show up?(1)Ask the staff members at the airport or train station whether the flight or train has arrived, whether all the passengers have come out
25、 of the premises.(2)Contact the travel service immediately and find out the reason.(3)Stay in the airport or station to wait for the group if its coming on a later flight or train soon. If the group is coming a long time later, return to the travel service for further instructions.(4)On the way back
26、 to the city, go to the hotel the group will be staying at to check whether the tourists have arrived and checked in by themselves. Question15. How should the guide handle the case in which a Singaporean tourist has lost his/her passport in sightseeing?(1)Get a certificate from the travel service.(2
27、)Get a certificate from the Security Bureau with the help of the one from the travel service.(3)Go with the certificate and a few photos to the Singapore Consulate in Shanghai to get a new passport.(4)Go to the Public Security Bureau to get a new visa.Question16. How should the guide handle the case
28、 in which a Malaysian tourist has lost his/her passport in sightseeing?(1)Get a certificate from the travel service.(2)Go with the certificate and a few photos to the Public Security Bureau to report the loss and apply for a new passport.(3)Go to the Malaysia Consulate in Shanghai to get a new visa.
29、Question17. How should the guide handle the case in which a Taiwan compatriot has lost his/her travel permit/certificate in sightseeing? (1)Get a certificate from the travel service.(2)Go to the local China Travel Service or the administrative department for leaving and entering China to report the
30、loss.(3)When proven, hell be issued with a departure certificate for a single return trip. Question18. What measures should the guide take in case a fire happens during the groups stay in the hotel?(1)Dial 119 to report the fire.(2)Inform the T/L and all the group members to evacuate the building th
31、rough emergency exits.(3)Help the group members to save themselves.(4)Handle the following-up problems.Question19. What measures should the guide take in case a traffic accident happens on the way of sightseeing?(1)Help the wounded especially the seriously wounded ones. If not possible, call 120 for
32、 help.(2)Report the case to police and protect the accident scene.(3)Report to the travel service as soon as possible for instructions.(4)Console the other group members and continue doing sightseeing with them if the accident is not serious.(5)Cooperate with the departments concerned for investigat
33、ions and the travel service for handling following-up problems.(6)Write a report in details.Question20. What should the guide do in case the tourists suffer from food poisoning?(1)Ask the tourists to press vomiting and drink a lot of water to accelerate ejection and reduce toxicity.(2)Send the touri
34、sts to the hospital nearby for medication and ask the doctors to make out a diagnosis certificate.(3)Report to the travel service as soon as possible to sue the restaurant.(4)Work with the travel service to claim damages from the departments concerned.(5)If its a serious case, the travel service mus
35、t report it to the superior departments and the domestic travel service, which arranges the whole tour of the group.Question21. What should the guide do when s/he learns that one of the tourists is sick?(1)Tell the sick tourist to see a doctor and take a good rest.(2)Arrange room service for him if
36、hes staying in the hotel during the day.(3)Pay him a visit after the group comes back to the hotel to show concern.(4)Go with the sick tourist to the hospital when necessary.(5)He shouldnt give any medicine for his own use to the sick tourist to take.(6)Costs occurred are to be paid by the tourist h
37、imself.Question22. What should the guide do in case a tourist needs to be hospitalized?(1)When traveling in a vehicle, get the emergency help ready at the destination.(2)Report to the travel service as soon as possible.(3)Send the patient to the hospital, accompanied by the T/L or relatives.(4)When
38、an operation is necessary, get the relative or T/L to sign.(5)Safe keep the documents from the hospital.(6)Continue touring with the rest of the group.(7)Take care of the following-up problems.Question23. How should the guide handle the case in which some of the tourists complain about poor service?
39、(1)Communicate with the complainant without getting other tourists to be involved.(2)Listen tentatively to what the complainant has to say. Dont try to explain or deny at once even if the complainant is being overstating the problems. Allow him to give vent to his dissatisfaction.(3)Judge and analyz
40、e the cause of the complaints.(4)Apologize for the improper service and try to make it up.(5)Dissuade the complainant from raising the case to the administrative departments and get him and the concerned department to make a compromise. However, if the complainant insists raising the case to the adm
41、inistrative departments, the guide should offer help.(6)Continue providing excellent service even if the complaint is against the guide himself.Question24. How to handle illegal religious activities?If a tourist gives out religious materials and conducts other religious activities in a tourist place
42、, the guide should point out to him (her) that without the invitation and permission from the religious organization in our country, those activities are not allowed. However, while dealing with such cases, special attention should be paid to the interpretation of the policy and the approaches appli
43、ed. But if they insist regardless of the warning and have an obvious intention to make disturbance, it should be reported to the relevant departments such as religion, judiciary or public security. Question25. What is the procedure of handling an accident during a tour?(1)Organize first aid(2)Protec
44、t the scene of the accident(3)Immediate report of the accident to the relevant department.(4)Handle the following-up issues properly.(5)Compensate the tourist accordingly.Question26. What are the characteristics of the job of tour guide?1) It is a tough job related to accommodation, transportation,
45、sightseeing, shopping entertainment of tourists.2)A tour guide should be able to carry out duties independently.3)It is a combination of brainwork and physical work.4)A tour guide may fall into all kinds of temptations.5)It is a cross-cultural job.Question27. What are the duties of a local guide?Arr
46、ange the sightseeing tour.Be in charge of reception job.Introduce tourist attractions.Safeguard the safety of guests and deal with special cases.Question28. What materials should a local guide prepare before receiving a group? The receiving plan; the tour guide certificate; the service card; the gui
47、ding flag; the welcome board and the receipts and so on.Question29. With whom should a local guide count the luggage? A local guide should count the luggage with the tour leader, the national guide and the luggage man. Question30.What should a local guide do before going to a scenic spot?1)Arrive at
48、 the departure place at least 10 minutes ahead.2)Count the number of the tourists after they get on the bus. 3)Check meals the group will have in the day.4)Remind tourists of what they should pay attention to during the tour.Question 31.What should a local guide do on the way back to the hotel after
49、 a days tour?1) Recall the tour today, answer tourists questions and give a additional introduction to the scenic spots visited.2).Introduce the scene on the way.3). Announce the itenerary for the next day. 4). Arrange the morning call for the next day.Question32. What should a national guide do while a foreign group will leave China?1).Before leaving the hotel, the national guide should remind tourists to settle accounts with hotel.2) Remind tourists to take their personal belongings , relevant documents and certificates. 3) Ask tour leader and tourists to fill in touri
