1、 把客人从机场接到后送往酒店的途中，请你致辞欢迎他们，内容应包括介绍自己、司机及下榻的酒店。
范文：欢迎大家来到哈尔滨。请允许我作自我介绍，我是你们的全程陪同，我叫XX。我来自中国国际旅行社。前面开车的是王师傅，他有多年的驾驶经验。现在我们要去的是即将下榻的酒店——天鹅饭店。希望你们在哈尔滨能玩的愉快。
1、 Please make the Welcome Speech to the tourists on the way from the airport to the hotel. The contents include the introduction of yourself , the driver and the hotel .
Model : Ladies and gentlemen, welcome to Harbin of China . First , please give me a change to introduce myself . I am the national guide .My name is … I come from the China International Tour Agency .The driver serve for us is Mr. Wang , he is a man of rich experiences of driving .Now we are going to the hotel named ____Swan Hotel .I hope you will have a good time in Harbin .
2、 旅游者在不影响团体旅游计划的前提下要求自由活动时，地陪应做好哪些工作。
答：A、旅游者离开饭店时提醒他们带上饭店店徽、饭店名片或写字条。
B、提醒他们不要走的太远，不要太晚回饭店及其它安全注意事项。
C、地陪还应帮助旅游者找车辆（车费由旅游者自付）。
2、What do you think a local guide should do when the tourists want to have free activities without affecting the whole travel plan?
Model :
A : Remind the tourists of taking the sign or the name card of the hotel , or write a note with the important things .
B :Remind them not go too far away and don’t come back so late . And then remind them something else about their safe.
C : The local guide must help the tourists to take a taxi .( Pay the bill himself .)
3、作为地陪应如何认找旅游团？
答：旅游团所乘班次的客人出站时，地陪要设法尽快找到旅游团。
A、地陪应举接站牌站在出口处明显的位置上，让领队或全陪前来联系；
B、地陪应根据旅游者的民族特征、衣着、组团社的徽记等作出判断，或主动询问，问清该团领队（或客人）姓名、人数、国别、团名。
C、一切相符合才能确定是自己所要接待的旅游团。
3、How to recognize the tour groups as a local guide ?
Model :
When the tour groups arrived at the exit ,the local guide must try to recognize it at once.
A : The local guide should stand at the obvious place next to the exit and raise the sign ,wait the national guide or the travel leader to meet.
B : The local guide can assess the situation according to the national feature , costume of the tourists ,or the sign of the travel agency .And the local guide also can make enquiries on his own initiative , ask about the travel leader or the tourists’ name , numbers , nationality ,the name of the tour group and so on .
C : You ca
n make sure it is the tour group you’ll meet if meet all the details .
4、在车上，清点人数有何技巧？
答：A、目点，切忌用手指；
B、点车上的剩余空位。
4、What is the count technique on the bus ?
Model :
A : Just count in mind .Don’t count with your fingers .
B: Count the vacant seats on the bus .
5、在购物导游服务中，地陪应注意哪几个方面？
答：A、严格按照旅行社规定服务；
B、了解对象，因势利导；
C、当好购物参谋；
D、积极维护旅游者的利益。
5、What must the local guide should pay attention to when go shopping ?
Model :
A: Abide by the rules of the travel agency rigorously.
B: Know the tourists well , and take tide at the flood .
C: Be a good guide while shopping .
D : Protect the tourists’ benefits actively .
6、在游览期间，一名新加坡游客不慎丢失中国护照，导游人员应如何处理？
答：A、应有遗失地接待旅行社开具证明，失主持旅行社开具的证明去当地公安局报失，由公安局开具证明；
B、失主持公安局开具的报失证明，随身携带照片、资料去所在国驻华使领馆申办新护照；
C、领到新护照后，再到当地公安局出入境管理处办理签证手续。
6、A Singaporean tourist carelessly lost his passport during the trip. How to deal with this problem?
Model :
A : The loser must get a certificate which made out from the travel agency .And then go to the police station to report ,come out a certificate there also .
B : The loser must bring the certificate , photos and some documents to apply for a new passport at the Singaporean Embassy in China .
C : After getting the new passport , then apply for the new visa at the Entry-Exit Office of the local police station .
7、在某景点游览结束后，发现个别旅游者走失，地陪应采取什么措施？
答：A、了解情况，迅速查找；
B、向景点有关部门报告，寻求帮助；
C、打电话与饭店联系；
D、向旅行社报告；
E、做好善后工作；
F、写出事故报告。
7、If a tourist lost after touring a scenic spot. What a local guide should do?
Model :
A : Ask about the details ,and look for him quickly .
B : Report to the office of the scenic spots and ask for some help.
C : Give a telephone call to the hotel .
D : Report to the travel agency .
E : Deal with the rehabilitation works .
F : Write down the accident report .
8、在住店期间，发生火灾事故，导游人员应采取什么措施？
答：A、立即报警；
B、迅速通知旅游的领队和全团旅游者；
C、迅速与现场工作人员一起通过安全通道疏散旅游者；
D、引导旅游者自救；
E、处理善后事宜。
8、What a local guide should do if meet the fire affairs when stay in the hotel?
Model :
A : Report it at once.
B : Notify the tour leader and
all the group members immediately.
C : Evacuate the tourists to pass the thoroughfare safety with the staff of the hotel quickly .
D : Lead the tourists to save themselves.
E : Deal with the rehabilitation works.
9、在旅行途中，如发生交通事故，导游人员应采取什么措施？
答：A、首先组织抢救；
B、保护现场，立即报案；
C、迅速向旅行社汇报；
D、做好其他旅游者的安抚工作；
E、写出书面报告。
9. If a traffic accident happened during the trip .What will the tour guide do ?
Model :
A : First give the first –aid to the tourists.
B : Keep the scene intact and report to the police.
C : Report to the travel agency immediately.
D : Pacify other tourists.
E : Write down the written-report.
10、发生旅游者食物中毒事件时，导游人员应采取什么措施？
答：A、首先应设法催吐，并让食物中毒者多喝水以加速排泄，缓解毒性；
B、然后将患者送往就近医院抢救，并请医生开具诊断证明；
C、报告旅行社，追究供餐单位的责任。
10、If a food poisoning taken place , what a tour guide should do ?
Model :
A: First try to vomit, drinking a lot in order to speed up the metabolism and reduce the toxicity.
B : And then take the patient to the nearest hospital .Let the doctor make out a medical certificate.
C : Report to the travel agency and find out who is to blamed?
1、旅游活动中，如有旅游者发生骨折，导游人员应如何处理？
答：A、初步处理：止血、包扎、上夹板；
B、送医院治疗；
C、事后，导游人员应前往医院探望伤者。 If a tourist’s bone broken during the trip, what can the tour guide do?
Model : A: First, stop bleeding , bind up the wound and put in splints .
B : Take the patient to the hospital .
C : After that , the tour guide must visit the patient at the hospital .
2、在旅行途中，如有旅游者心脏病发作，导游员该如何处理？
答：导游员应采取措施，让患者平躺，请求机组人员、列车员或船上的服务人员在交通工具上寻找医生，进行急救，并通知下一站急救中心和旅行社做好抢救准备。在交通工具达到下一站前，还可请领队或亲属在病者衣袋内寻找常备药物，让其服用，以缓解病情。
2、What will a tour guide do if some one has a heart attack during the trip ?
Model : The tour guide must take first-aid measures .Let the patient lie down, ask for some help to the staff ,train man or the ship clerk to look for a doctor. And give an emergency treatment. Notify the next first-aid station or the travel agency to get ready for it. Before arriving at the next station, ask the leader or the relatives to find some medicines in his pocket to feed him and release the condition.
3、旅游者因对服务质量不满意提出投诉，导游员应如何处理？
答：A、主动与
旅游者沟通；
B、认真倾听；
C、核查、分析投诉原因；
D、认真处理，积极弥补；
E、做好说服、调解工作；
F、继续做好服务工作。
3、What a tour guide should do when a tourist lodge an appeal that is not satisfied with the service ?
Model : A : Talk to the tourist actively.
B : Listen attentively to the appeal of the tourist .
C : Check up and find out the reason .
D : Deal with the matter carefully and make up the fault.
E : Try to persuade and mediation of the event .
F : Keep on serving the tourists well.
4、住双人间的一名游客因与同房游客生活习惯不同，要求住单人间，你作为导游员应怎样对待这一要求？
答：导游员应请领队调解或在内部调整住房。如调解、调配不成，饭店如有空房可满足其要求，但要事先告知游客：房费自理，原则是谁提出换房谁付费。
4、As a tour guide, how to do when a tourist want to stay a single room, the reason is that his way of life is different from the other visitor in the double room .
Model : The tour guide should let the travel leader change the room internal. However we can arrange another vacant room,
but tell the tourist he must pay the room himself because he wants to change another room .
5、交换名片有什么规矩？
答：递名片时应用双手（至少用右手），目视对方，微笑致意；接名片时用双手，以示尊敬；接过名片要认真看一遍，不要马上装入口袋，更不要在手中玩弄。在与西方人交往时要注意，他们一般不随意交换名片。
5、What are the rules of exchanging the name cards ?
Model : We must use our both hands (use the right hand at least) ,make eyes contact with others and smiling when you give the name cards to the others.
When we receive the name card , we must use double hands and see it first to show our polite. Neither put it in the pocket directly, nor play it in hand.
We must pay attention to get along with the westerner. They don’t get used to exchanging the name card casually.
6、以翻译的身份赴宴，要注意什么？翻译自行向客人祝酒，可以吗？为什么？
答：以翻译的身份赴宴时要注意：
A、不得喧宾夺主，不要自行向客人祝酒，不要随意为客人布菜；
B、时刻准备翻译，不要在嘴里放过大、过多的食物，最好不吃带刺带骨的东西。
C、不得边翻译边抽烟。
6、 What must pay attention to while going to a feast as a translator ?
Model : We must pay attention to
A : Don’t have the secondary replaces the primary. Don’t get the toast arbitrarily. Don’t pick up food for the guests.
B : Preparing for translation anytime .Don’t put the bigger or more food in mouth .We’d better not to eat something with bone or thorn.
C : Don’t translate and smoke at the same time.
1.、国内航线 domestic flight
2、海关手续
customs formalities
3、手提行李 hand luggage
4、航班号 flight number
5、免税商店 duty-free shop
6、旅客联 passenger coupon
7、行李认领牌 baggage claim card
8、入境签证 entry visa
9、软卧 soft berth
10、旅客通道 passenger route
1、自然保护区 natural reserve
2、水上公园 water park
3、风景点 scenic spots
4、民俗风情 folk custom
5、人造奇迹 man-made wonders
6、国际杂技节 International Acrobatic Festival
7、名胜古迹 places of historic interests
8、黄鹤楼 Yellow Crane Tower
9、鱼米之乡 the land of rice and fish
10、建筑技术 construction technology
3、办手续 go through the formalities
4、合单结账 one bill for all
5、储存贵重物品store the valuables
6、外币兑换foreign currency exchange
1、精选路线 selected itinerary
2、附加旅游项目add-ons
3、自由活时time for personal arrangements
4、特别服务要special service requirement
5、组团人数group size
6、民俗旅游folk custom tour
7、行业考察旅游trade observation tour
8、路线图itinerary map
9、旅游者过夜数guest night
10、延长逗留extension of stay
1、水族馆aquarium
2、传统文化traditional culture
3、自然美景natural beauty
4、商业区commercial district
5、工业园industrial zone
6、高新技术开发区Hi-tech Development Zone
7、高速公路expressway
8、立交桥flyover
9、地铁underground
10、儿童乐园children’s playground
1、朝圣的游客pilgrim
2、登上探险旅行mountaineering and adventure tour
3、发源地 cradle land
4、悬崖峭壁 sheer cliffs and steep mountains
5、道教圣地 the Taoist Holy Place
6、温泉 hot spring
7、自然景观natural wonders
8、常青树evergreen trees
9、日出 sunrise
10、海拔above sea level
6、免费行李限额 free baggage allowance
7、超重费 excess baggage charge
8、登机口 boarding gate
9、海关官员customs officer
10、返程票 return ticket
1 、customs luggage declaration form海关行李申报单
2 、unaccompanied baggage 非随身载运行李
3 、luggage check-in counter 行李过磅处
4 、parking area 停车场
5 、transfer passenger 转机旅客
6、 airport inquiries 机场问讯处
7、 tour leader 旅游团领队
8、 time difference 时差
9、 non-smoking room 禁烟室
10 、reception program 接待计划
1、 type of accommodation desired 要求住宿的类型
2 、cash in advance 预付现金
3、 cash payment on departure 离店现付
4 、automated bill 自动开账单
5、 ambulatory room 残疾人专用房
6 、hold mail 留交邮件
7 、registration form of temporary reside
nce临时住宿登记表
8 、change slip 客人住房变动单
9 、assistant manager 经理助理
10、 basement car park 地下停车场
1 、foreign escorted tour 国外派导游的旅游团
2、 final itinerary 最终旅行路线
3、 full appointment 全项委托
4 、best-selling China-tours 最畅销的中国旅游路线
5 、entertainments and diversions 娱乐或变换节目
6 、on-shore visit 上岸参观
7 、estimated time of arrival 预计抵达时间
8 、travel arrangements 旅行安排
9 、mini destination area 中途小目的地
1、sightseeing tour 观光旅行
2、 group visa 集体签证
3、departure lounge 出境旅客休息室
4、board the plane 上机
5、take off 起飞
6、exit visa 出境签证
7、luggage rack 行李架
8、platform ticket 站台票
9、express extra ticket 特快票
10、mother-and-child room 母婴候车室
1、 identity card 身份证
2、佛教 Buddhism