导游服务规程[1]

第三章导游服务规程在一个旅游团的旅游接待过程中，领队、全陪与各地地陪共同构成了一个导游工作集体，通过分工协作向旅游者提供导游服务。

第一节导游服务团队一、旅游团队的分类旅游团队是通过旅行社或者其他旅游服务中介机构，采取支付综合包价或部分包价的方式，有组织地按预定行程计划进行旅游消费活动的游客群体。

10人以上（含10人）旅游团队包括：国内旅游团（内宾团）、入境旅游团（外宾团）、出境旅游团（出境团）二、导游服务团队的组成（一）内宾团的导游服务团队一般包括客源地组团旅行社委派的全陪、目的地接待旅行社委派的地陪。

目的地接待旅行社所委派或者聘用的司机在旅游接待过程中也极为重要。

另外，在某些旅游团队的旅游行程中，需要前往一些特定的博物馆、纪念馆、主题公园，此时，该地的讲解员（即景点景区导游人员）也成为了导游工作集体的成员之一。

（二）外宾团的导游服务团队一般包括境外组团旅行社委派的海外领队、国内组团旅行社委派的全陪和目的地接待旅行社委派的地陪。

（三）出境团的导游服务团队一般由我国组织旅游者出境旅游的旅行社委派领队，境外组团旅行社委派的全陪和境外目的地接待旅行社委派的地陪。

二、导游服务团队的合作基础1、共同的工作目标——执行该旅游团队的旅游计划2、共同的工作对象——同一团队的游客3、共同的利益——发展中国旅游业4、共同的工作准绳——中国有关法律、法规和行规5、共同的处事依据——旅游协议（二）导游服务团队的合作方法1、积极主动，争取各方的配合争取各方配合的主要途径是及时交流信息，沟通意见，达成一致的观点。

2、平等合作，尊重各方的权限和利益3、和谐互信，建立友情关系在工作过程中，导游员们要建立起和谐、良好的友情关系，既要当个好同事，更要当个好朋友。

同时也要注意，把握好友情关系的尺度，尊重隐私权，不涉及工作上的保密禁区。

4、彼此尊重、互相学习、勇担责任一旦出现了问题或事故，全陪、地陪和领队都应从做好旅游团队服务工作的大局出发，在分析原因的基础上，分清责任，各自承担应负的责任，尽力补救，切忌相互指责和推诿。

旅游导游服务规范在旅游业发展的背景下，旅游导游的服务质量和专业水平对于游客的旅游体验至关重要。

为了提高旅游导游服务质量，加强行业管理，制定和执行一套行之有效的旅游导游服务规范是至关重要的。

本文将针对旅游导游服务规范展开论述，并从多个角度进行深入分析，旨在为旅游导游提供有效的指导和建议。

第一章：导游基本素养作为旅游导游，应具备良好的礼仪修养和职业道德，以及扎实的专业知识和丰富的旅游知识。

导游应以身作则，展示出良好的形象和仪容仪表，以传递积极向上的价值观。

第二章：导游专业知识导游应具备全面的旅游业知识，包括历史文化、地理环境、旅游景点等相关知识。

导游要熟悉当地的历史文化和风土人情，能够准确地向游客介绍各个景点的历史背景、文化底蕴和特色。

第三章：导游服务能力导游应具备良好的沟通能力，能够与游客建立良好的互动和沟通。

导游应热情友好地对待游客，解答他们的问题，为他们提供周到的服务。

导游还应具备解决问题和应急处理的能力，及时妥善地处理旅游中出现的各种问题。

第四章：导游行为规范导游应严格遵守法律法规和职业道德规范，不得参与非法活动或从事违法行为。

导游应注重形象和仪容仪表，不得有不良习惯和行为。

导游还应尊重游客的权益，保护游客的人身财产安全。

第五章：导游讲解技巧导游应具备良好的讲解技巧，能够生动有趣地向游客介绍景点背后的故事和历史。

导游要用简洁明了的语言讲解，避免使用难懂的专业术语。

导游还应注重语言表达的准确性和无误导性。

第六章：导游服务流程导游应了解和掌握旅游服务的各个环节和流程，包括出团前的准备工作、旅游路线的安排、旅游行程的安排和调度等。

导游应清楚地向游客介绍游览的注意事项和安全事项，确保游客的安全和旅游的顺利进行。

第七章：导游文明礼仪导游应遵守文明礼仪规范，礼貌待人，不得使用粗俗语言或恶意攻击游客。

导游还应注重个人形象和仪表，严禁与游客发生不正当关系，维护导游行业的形象和声誉。

第八章：导游团队管理导游在团队管理中应注重组织协调能力，合理安排旅游行程和时间，确保游客的旅游需求得到满足。

导游服务规范-1-2(总分50,考试时间90分钟)一、填空题1. 兼职导游员亦称______，是指不以导游工作为主要职业，而利用业余时间从事导游工作的人员。

2. 导游工作的特殊性在于其直接为人服务，最需要体现______的精神。

3. 旅游产品按照其组成状况，可分为______旅游产品和______旅游产品。

4. ______是导游员最重要的基本功，是导游服务的工具。

5. 接待计划是______委托各地方接待社组织落实旅游团活动的______。

6. 海外领队是指经国家旅游行政主管部门批准______旅行社的代表，是出境旅游团的______和______。

7. 导游服务______、______是衡量导游服务质量高低的重要指标。

8. 导游员带旅游团到旅游点商店购物，不准出现______、擅自增加______，变相强迫旅游者购物等问题。

9. 误机(车、船)属重大事故，如是责任事故，具体表现为导游人员没有认真核实______；班次已变更但______有关人员没有及时通知导游人员等。

10. 东方人含蓄、内向，往往______地表达意愿。

11. 导游讲解的因人而异、因地制宜、因时而变原则体现了导游活动的______，也反映了——和______的规律。

12. 导游服务是服务性行业的一种，应突出______的理念。

13. 在旅游团快离开本地时，要______旅游者单独外出购物。

14. 如散客乘轮船离站，应让客人提前______到达码头。

15. 兼职导游员亦称______，是指不以导游工作为主要职业，而是利用业余时间从事导游工作的人员。

16. 旅行游览要遵循______的原则。

17. 导游员在结束当天活动离开饭店之前，应与______商定第二天的叫早时间。

18. ______是旅游业中最具代表性的工作，其特点充分体现了旅游业的______特征。

19. 导游讲解是一项______口语艺术，要求导游员具有很强的口语表达能力。

旅游景区导游操作规程尊敬的导游同事们：为了保证旅游景区导游工作的顺利进行，提供更好的服务给游客，经公司领导组织研究并制定了本《旅游景区导游操作规程》。

特向各位导游同事们进行详细说明和解读，请大家严格遵守并按照规程进行工作。

一、导游基本要求1. 导游应保持良好的形象和仪态，穿戴整洁，礼貌待人，为游客树立优秀的形象。

2. 导游应熟悉景区的相关知识，包括历史背景、文化传统、景点特色等，并能流利地用所需语言进行讲解。

3. 导游应保持团队合作精神，与旅行社、景区管理方及其他导游保持良好合作关系，共同为游客提供完善服务。

二、导游工作流程1. 接待游客(1) 游客到达景区后，导游应准确统计人数，核对客人名单，并进行简要的口头介绍。

(2) 导游应与游客保持密切的沟通，了解游客的需求和偏好，提供相应的建议和安排。

2. 导游讲解(1) 导游应根据游客的需求和偏好，选择适宜的语言进行讲解，包括历史文化、景点特色、民俗风情等内容。

(2) 导游应注重讲解的科学性和趣味性，采用生动的语言和故事来吸引游客的注意。

(3) 导游应耐心回答游客提问，解答疑惑，并提供相关的参考资料。

3. 旅游安全(1) 导游应保证游客的安全，特别是在人多拥挤或复杂地势的地方，应引导游客注意安全，避免发生意外。

(2) 导游应熟悉景区的紧急疏散路线和应急处理流程，并具备处理突发事件的能力。

4. 旅游购物(1) 导游应在游客需求的基础上，选择正规、信誉良好的商家，提供真实的产品信息和价格。

(2) 导游应引导游客理性消费，不得强制或变相强制游客购物。

(3) 导游应确保游客的财物安全，妥善保管购物过程中的行李和个人物品。

5. 服务态度(1) 导游应保持良好的服务态度，提供真诚、热情、周到的服务，给予游客舒适的体验。

(2) 导游应尊重游客的个人空间和意愿，不得侵犯游客的隐私。

三、导游责任与义务1. 导游应具备专业的知识和技能，不断学习和提高自身的素质，以更好地服务游客。

1、迎接服务在地陪整个接待服务⼯作中⾄关重要，其好坏直接影响到以后接待⼯作的质量。

因此，为保证迎接服务⼯作的顺利，地陪应在旅游团抵达前做好迎接的各项准备和安排，主要有：（1）确认旅游团交通⼯具抵达的准确时间。

（2）与旅游车司机联络，商定出发时间、接头地点和停车位置。

（3）抵达交通港后，要再次核实旅游团抵达的准确时间。

（4）与⾏李员联络，告知旅游团⾏李运往地点。

（5）持接待牌站在交通港出⼝醒⽬位置热情迎候旅游团。

2、接到旅游团后，在交通港要做哪些⼯作？（1）作简短⾃我介绍，并向游客表⽰欢迎。

（2）核实实到⼈数，如与计划不符应及时报告接待社有关部门。

（3）与领队、全陪⼀起集中清点旅游团⾏李，核实⽆误后移交⾏李员并办好交接⼿续。

（4）提醒游客检查和带好随⾝物品，然后引导游客上车，并礼貌地清点⼈数。

3、由交通港⾄旅游团下榻饭店途中，地陪应做好哪些⼯作？代表所在接待旅⾏社向旅游团全体游客致欢迎辞若存在时差，帮游客调整好时间进⾏⾸次沿途导游抵达饭店时，在下车前告诉游客集合的时间、地点和旅游车的车号（1）地陪致欢迎辞⼀般包括哪些内容？地陪向旅游团全体游客致欢迎辞的内容应视旅游团的性质，游客的⽂化⽔平、职业、年龄等具体情况⽽有所不同，要注意⽤词恰当，给客⼈以亲切、热情、可信之感。

⼀般包括：A 代表接待社、本⼈及司机欢迎客⼈光临本地B 介绍本⼈的姓名和所属单位D C介绍司机D 表⽰提供服务的诚挚愿望E 预祝旅游愉快顺利（2）地陪进⾏⾸次沿途导游时应讲解的内容主要有哪些？地陪进⾏⾸次沿途导游是展⽰其知识、技能的⼤好机会，是向游客树⽴良好形象的重要环节，因此，地陪应认真做好⾸次沿途导游⼯作。

其中主要内容包括：A 机场情况，下榻饭店的名称和到达所需时间适当的玩笑拉近与客⼈的距离B 沿途风光导游，适当与国外、外省作对⽐C 当地的概况和风情的介绍：天⽓、货币、数字、语⾔、交通、城市等等D 下榻饭店的基本情况，未来⼏天的⼤致⾏程。

地陪服务规程地陪服务规程是指地方陪同导游员从接受地方接待旅行社下达的旅游团队接待任务开始，到旅游团离开本地并完成所有后续工作为止的工作程序。

八大环节：一、前期准备（地陪在接到旅行社的接团任务书后到正式与旅游者接触之前所要展开的工作）（一）业务准备1.熟悉接待计划（1）旅游团的基本信息(组团社名称、联络人姓名电话、客源地组团社名称和全陪姓名、旅游团团号、代号、电脑序号、客源地文化特征、旅游团种类、等级和费用结算方式)（2）旅游团成员的基本情况（人数、姓名、性别比例、年龄结构、内部关系、职业特点、文化素质、宗教信仰、生活习惯禁忌和旅游动机）（3）熟悉接待计划（旅游路线、抵离本地时间、所乘交通工具类型、班次和使用的交通港名称、交通票据情况，下一站交通票是否定妥，有无变更和更改后的情况，有无返程票，有无国际机票国内段、出境票是OK票还是OPEN票；旅游团的服务项目和接待要求）（4）制定详细的接待计划（接站与送站的时间及地点；每日出发及结束的时间；每日游览交通路线及所需时间；每日用餐时间及地点；每个游览景点的先后顺序及时间安排；自由活动和购物的时间及地点；接待项目的轻重缓急次序）2.落实有关接待事宜（1）核对日程安排表（2）落实旅游用车（3）掌握相关联系电话（4）落实住房、用餐和行李安排（5）落实参观游览项目（6）落实其他旅游准备（7）与全陪联系（二）知识准备1.更新常规知识2.了解即时信息3.掌握不熟悉景点的内容4.增加与本次旅游活动相关的知识5.强化语言表达能力（三）物质准备1.领取必要的票证和表格（门票结算单、餐饮结算单等人数金额要用中文大写）2.带团必备用品（接待计划、行程安排单、导游证、身份证、导游旗、接站牌、记事本、名片、团款、行李牌等）3.个人必备用品（四）形象准备（五）心理准备（放松心情、控制情绪、平衡心态、冷静头脑）二、接站服务（提前30分钟）（一）接站准备1.确认旅游团抵达的准确时间（核实计划时间、时刻表时间、问询时间。

旅游行业导游服务操作规程一、导言旅游行业是一个快速发展的行业，导游作为旅游服务中的重要一环，承担着向游客传播旅游知识、提供专业解说和保障游客安全等重要职责。

为确保旅游行业导游服务质量和规范化水平，制定本《旅游行业导游服务操作规程》。

二、适用范围本规程适用于所有从事旅游行业导游工作的人员。

三、导游资质要求1. 导游应持有由国家旅游局认可的导游资格证书，并定期参加培训与考核；2. 导游应熟悉相关法律法规和旅游行业的行业准则；3. 导游应具备良好的沟通能力和服务意识，能够用流利的语言向游客传达旅游信息；4. 导游应具备一定的文化、历史和地理知识，并能够准确解答游客提出的问题。

四、导游服务操作规程1. 接待与问候导游接待游客时，应主动向游客问好，礼貌待客，展现良好的形象与素质。

2. 游览时间和路线安排导游应按照旅游行程安排合理的游览时间和路线，确保游客充分欣赏每个景点的特色和亮点，避免时间浪费和重复行程安排。

3. 解说与讲解导游应在游览过程中进行专业的解说和讲解，包括景点的历史、文化、传统习俗等相关内容。

导游应用通俗易懂的语言，吸引游客的兴趣，并回答游客提出的问题。

4. 安全和应急处理导游应关注游客的安全，确保游客在行程中的安全和舒适。

在紧急情况下，导游应具备应急处理能力，并及时向游客提供安全指引和帮助。

5. 纪律和规范导游应遵守导游行业的纪律和规范，不得私自收取游客费用或进行其他违法违规行为。

导游应尊重游客的需求和人权，遵守游客的个人隐私。

6. 素质和形象导游应保持良好的个人形象，注重个人仪表和着装。

导游应具备良好的职业素质，以身作则，给予游客良好的示范和引导。

7. 旅游知识和信息更新导游应不断学习和更新旅游知识，了解最新的旅游信息和景点介绍。

导游应根据游客的需求和兴趣，选择适合的旅游信息进行解说和讲解。

8. 投诉处理和服务改进导游应认真对待游客的投诉和意见，及时进行处理和回应。

导游应总结经验，改进服务质量，提升导游服务水平。

导游服务规范1、what are the main points that the local guide must try to make certain when reading the tour plan of the group in order that he would not miss meeting the group when it arrives or would not wait hopefully for the group to turn up when actually it is not coming on the scheduled flight or train?（1）The name and telephone number of the tour leader or national guide. The name of the organizer tour travel service.（2）The number of people in the group and the name ,sex and occupation of the tourists.（3）The arrival time and place of the plane or train that the group is going to take.（4）For an inbound tourist group ,he must also know the name of the overseas tour organizer travel service，the group name or code in foreign language ,the name of the tour escort ,the language ,nationality and religious belief of the tourists and the entry and exit cities of the group.2、What are the main points that the local guide of an inbound tour group must get to know about the transport tickets for the group ?(1)Have the group's transport tickets for the next destination which have been booked according to schedule. Make sure that if they have been changed? And has the changed booking been confirmed?(2)Make sure that if there are any return tickets for the group?(3)Make sure that whether the tourists have international air-tickets for domestic airline?(4)Make sure the status of guest’s international airline tickets, Ok or Open?3、What kind of preparations should a tour guide make before conducting a group in respect to language and knowledge ?(1)Before the group arrives, the local guide must familiarize himself with the materials on the places that the group is going to visit. For an English tour guide, he or she should get ready for expressing methods.(2)For a tourist group that is composed of people in a special trade, the local guide must try to acquaint himself with the knowledge and words and expressions of their specialty.(3)In addition，the local guide must be well prepared for questions about current topics，important news at home and abroad and any other subjects that the tourists may be interested in.(4)If there are some scenic spots that the local guide isn’t familiar with，he must try his best to familiarize himself with them beforehand.4、How can the local guide make sure that the group he met in the airport or train station is the very one he is to meet ?(1)The local guide must ask the tourists what country they come from and inquire of them about the names of their tour escort and their national guide，the name of the travel service in their own country and the name of the tour organizer travel service in China .(2)If the group has neither escort nor national guide，he must inquire of the tourists their nationality，the name or code of the group，and the number of people and the main itinerary of the group.5、Try to make a welcome speech to a tourist group in the name of a local guide. The followingpoints should be included:(1)Express your warm welcome for the tourists’ visit to your city on behalf of your travel service，the driver and yourself ;(2)Introducing yourself and the travel service you work for;(3)Introducing the driver;(4)Expressing your willingness and desire to render good services to the tourists;(5) Wishing the tourists a pleasant stay in your city.6、What things should be mentioned when the local guide is introducing the tourist the general conditions of his city?（1）The city’s climate，population，administrative division，social life，cultural tradition，special products and its history.（2）In the meantime，he should take occasion to tell the tourists something about the city’s developments in economy and municipal construction as well as the streets and important buildings along the way.7、How can the local guide keep in touch with the tourists after the group has checked in at the hotel?The local guide must write down the room number of the group，especially those of the tour escort and the national guide. He also tell the tour escort and the national guide his own room number and telephone number so that they may contact each other in time if necessary.8、what should the local guide do if the tour escort or the national guide proposed to make a small change of the tour arrangement or add some new projects?(1)The local guide should report the matter to the travel service leader and try his best to arrange it if their proposal is reasonable and feasible.(2)If an extra charge must be made for the added item，he must let them know the charge in advance and must collect the money at the set price.(3)If it is difficult or impossible to meet their demand, he must give them a clear explanation and patiently persuade them to follow the original program.9、How can a local guide collect the consigned luggage of the group that has just arrived?(1)when the group has arrived，the local guide should help the tourists get their luggage together ata designated place and remind them to check and make sure that their bags are all in good condition.(2) he should count the right number of luggage and then hand them over to the luggage man of the local travel service together with the tour escort and the national guide.(3)if something is missing or damaged，he should help the owner to turn to relevant departments to register the loss luggage or claim compensation for any damage.10、what should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?On this occasion, n the local guide should remind the tourists to remember the model，color，number and special sign of the tour bus. He should also tell them where the bus will be parking and what time they will be leaving for the next destination.11、What should the local guide pay attention in order to take care of the travel certificates of the tour escort and other tourists?(1)In normal situations，the local guide should not keep the travel certificates of the tourists. If he needs to use them，he must return them to tourists as soon as he has finished using them.(2)On the day before the group leaves，the local should check his own belongings to see if he has kept any passports or other papers of the group members，if any，he should hand them back personally without delay.(3)Some hotels request that the tour escort should leave this passport at the reception department when the group checks in at the hotel. In this case，the local guide must remind the tour escort to take it back when the group checks out.(4)When a foreign group is going to leave the country，the local guide should remind the tourists to check and make sure that they get passports and Customs declaration forms ready for check by the Customs and immigration officers.12、How can the tour guide ensure that the tourists will not get lost?(1)The local guide must request that the tourists should bear in mind the names of the local travel service and the hotel and the number of the tour bus，and they must not wander too far away from the group while he is moving on，and they must not come back to the hotel too late if they have some activities apart from the group or go out of the hotel by themselves.(2)During the sightseeing tour, the local guide should often announce the itinerary of the day so as to keep the tourists informed of the route of the day, the time and places for meals, the time and places to assemble and the parking places of the tour bus.(3)The tour guide should stay together with the tourists all the time and frequently count the number of people in the group.(4)The local guide, the national guide and the tour escort must closely cooperate in their work. While the local guide leads the way for the group, the national guide and the tour escort should bring up the rear.(5)The local guide's explanatory speeches must be interesting enough to attract the tourists' attention so that they would not wander away from the group.13、What should the local guide tell the tourists when the group is going to check in at the hotel? When the group is going to check in at the hotel，the hotel guide should tell the tourists where they can change their money，how to find the place for entertainment and the locations of the stores，public toilets and the Chinese and Western-food restaurants and so on. In addition，he should also make the tourists acquainted with matters deserving their attention while staying in the hotel.14、What should the local guide do before, during and after meals to make sure the meals could be properly arranged?(1)Before meals，the local guide should check the place，time, number of dinner and per capita price for the meal and particular requests of the tourists，and try to make sure that all these have been properly arranged.(2)When the tourists are having their meals，the local guide should go，once or twice，around thedining-room to answer questions of the tourists and to supervise the service of the restaurant. (3)After meals，the local guide must settle the bills strictly in accordance with the fixed per capita charge and the actual number of diners.15、What is the right way for the local guide to deal with the recreational activities that is included or excluded in the group’s scheduled program?(1)If the activity is included in the group’s itinerary，the local guide should accompany the tourists to attend it and make them acquainted with the performance.(2)If it is not included in the group’s itinerary，for instance，if the tourists ask to watch a theatrical performance at their own expense，the local guide can help them to buy admission tickets or call a taxi, but usually he won’t company them.(3)When the group is staying in a large place of recreation，the local guide should advise the tourists against separating themselves from the group. He must also keep an eye on the movement of the tourists and the condition of the surroundings so as to be prepared for any emergency.16、What should the local guide do when the group is going to leave the hotel?(1)When the group is about to leave the hotel ，the local guide must collect all the heavy bags of the tourists for consignment if they have any.(2) In normal situations，he should go though the check-out formalities before 12;00 noon.(3)Before the group leaves，he should remind the tourists to pay the hotel bills and return the keys to the reception desk in case they should forget. When the tourists are all seated in the bus，he should carefully count the number of people and remind the tourists to check and make sure that they have nothing left behind in the hotel.17. What should the local guide do when the sightseeing tour of the day is coming to an end and the tourists are all seated in the bus on the way back to the hotel?On this occasion ,the local guide should review the sightseeing tour of the day , tell the tourists more in detail about what they have seen and answer their questions, if they have any.If the tour bus is not going the same way back to the hotel, the local guide should introduce the sights passed by.Before the tourists get off the bus, the local guide should announce the programs for the evening and for the next day, and tell them when and where to meet for the next time.On arriving at the hotel , the local guide should remind the tourists to take all their belongings with them when they leave the bus.When the bus is parked, the local guide should be the first to get off the bus and stand at the door to say good-bye to the tourists while watching them getting off the bus.18. What are the three passes that a tourist group has to go through beforeentering a foreign country?The three passes refer to three check procedures before entering the destination country , that is , the Customs, immigration and quarantine examination . (This means that, before the group is allowed to enter the country , it must go through all the checking and examination formalities of the Customs, immigration and quarantine authorities of the destination country.)19. How long should the tour group arrive at the airport , train-station or dock before departure time so that they will not miss the flight, train or ship?For fear of missing the flight , train or ship, the tour guide must manage to ensure that his group will arrive at the airport, train station or dock ahead of time departure time .Specific requirements are:(1) If the flight is an international flight or is destined for a coastal city , the group must get the airport 2 hours before departure time;(2) For domestic flight, 90 minutes before departure time.(3) For train and ship, one hour before departure time.20. On what principle must the national guide insist when discussing the sightseeing program with the local guide?The national guide’s duty is to ensure that the tour itinerary worked out by the tour organizer will be fully implemented by the tour executor travel service. Sotour guide must insist that the order of places of tourist can be changed but none of the items in the program can be omitted .When occasion requires, he should report the matter to the tour organizer travel service.In case the local guide proposes to add item with extra charge, the national guide must get the common consent of the group before he agrees to the proposal.21. What is the national guide required to do when the group arrives at a destination city?Every time the group arrives at a destination city, the national guide is duty-bound to do following things:(1)To acquaint the local guide with information of the group so as to help him with his work(2)To supervise the service of the local travel company and, if necessary, put forward some suggestions;(3)To take care of the tourists’s safey and do some prevention and any possible accidents and to solve problems arising from accidents, if any(4)To give advice to the tourist when they are shopping(5)And, to make contacts with people concerned, especially with the travel service in the nest destination city, so that the group may travel smoothly22. What role does the national guide play in the group and what are his responsibilities?The national guide is the representative of the tour organizer travel service .He must join the group throughout journey and take part in all its activities ,His duty is make the whole trip of group well connected between destination cities along the route of the journey ,to supervise the service of the local travel companies to ensure that the set itinerary for the group will be carried into effect ,andto coordinate and harmonize the relations between the tour escort ,the local guide and the driver.23. In what ways must the national guide supervise the shopping arrangements for the group and how should he help he tourists to do shopping?(1) If the local guide has arranged too many times for the group to do shopping and if shopping has taken up too much of the time for sightseeing, the national guide must advise the local guide against the arrangements.(2) When the tourists are shopping, the national guide should advise to them to examine the price and quality of the articles they are thinking of buying, so that they will not buy any inferior goods of fake products.(3)In case some foreign tourists have bought something valuable, especially antiques, the national guide should remind them to keep the receipt for Customs examination. For purchase of ready-prepared Chinese medicines or Chinese medical materials, he should tell them the relevant regulations of the Chinese Customs.1.为了避免接团时发生误接、漏接和空接，地陪在阅读接待计划时应注意哪些问题？答：(1)国内组团社联络人和全陪的姓名及电话号码; (2)旅游团成员的人数、性别、姓名和职位; (3)团队抵达本地时所乘的交通工具的班次、时间和接站地点; (4)接待入境团时还要了解客源地组团社和领队的名称、旅行团的外语名称或代号、游客的国籍、语言和宗教信仰以及旅行团的入(出)境地点等。

导游基础知识与导游服务规范套题1（大连大学旅游学院）一、单选题（下列各题的选项中，只有一个是正确的。

每题1分，共50分）1．近代旅游和旅游业产生的标志年代是A．1940年 B．1841年 C．1845年 D．1848年2．旅游的特征是A．异地性、暂时性、综合性B．大众性、普及性、综合性C．消费性、社会性、休闲性D．暂时性、社会性、大众性3．谥号是指A．古代对死去的帝王、大臣、贵族按其生平事迹和品德给予颂扬的称号；B．古代帝王死后在太庙立室奉祀以题庙室的名号；C．古代对死去的帝王、大臣、贵族按其生平事迹和品德给予的评定褒贬的称号；D．是皇帝生前接受的尊崇褒美的称号。

4．奠定中医医疗学基础的著作是：A．《黄帝内经》 B．《神农本草经》 C．《伤寒杂病论》 D．《唐本草》5．伊斯兰教历法纪年的开始之年是A．610年 B．622年 C．630年 D．632年6．青年男女恋爱自由，儿女成年后就住在屋外的“寮房”里，以便谈情说爱，俗称“放寮”。

婚后盛行“不落夫家”的婚俗。

这个民族是A．纳西族 B．白族 C．苗族 D．黎族7．花可以表达人们的感情和愿望，在表示爱情的花语中玫瑰、蔷薇、丁香、月季分别象征着：A．纯洁、热恋、忠贞不渝、恩爱和睦B．爱情、忠贞不渝、恩爱和睦、热恋C．忠贞不渝、纯洁、热恋、恩爱和睦D．甜蜜幸福、热恋、忠贞不渝、爱情8．飞歌、蜡染、银衣、芦笙节；砣砣肉、转转酒、瓦板屋、火把节。

请判断这是哪两个民族A．土家族、白族 B．黎族、傣族 C．纳西族、壮族 D．苗族、彝族9．鱼香肉丝、佛跳墙、清炖狮子头、葱烧海参分别是哪个菜系的代表菜A．鲁菜、淮扬菜、闽菜、粤菜 B．川菜、鲁菜、浙菜、沪菜C．川菜、闽菜、淮扬菜、鲁菜 D．粤菜、徽菜、京菜、川菜10．佛教中韦驮手持的法器是：A．锡杖 B．宝剑 C．如意棒 D．金刚杵11．下列历史名泉按第一到第四顺序正确的是：A．杭州虎跑泉、无锡惠山泉、虎丘观音泉、庐山谷帘泉B．无锡惠山泉、镇江中泠泉、杭州虎跑泉、虎丘观音泉C．镇江中泠泉、无锡惠山泉、杭州虎跑泉、虎丘观音泉D．杭州虎跑泉、镇江中泠泉、虎丘观音泉、无锡惠山泉12．完全属于中国四大国宝动物的一组选项是：A．扬子鳄、大熊猫、金丝猴、白唇鹿B．白唇鹿、大熊猫、金丝猴、白鳍豚C．金丝猴、白鳍豚、扬子鳄、大熊猫D．大熊猫、金丝猴、朱鹭、白鳍豚13．北京故宫前朝后寝的分界是：A．太和门 B．乾清门 C．大清门 D．承天门14．山楂在辽宁省各地皆有栽培，品种众多，其中“红大豆”产于：A、鞍山B、海城C、辽阳D、开原15．女真族改称满洲族的时间是：A．1626 B．1632 C．1635 D．163616．辽沈战役纪念塔、沈阳抗美援朝烈士纪念碑、丹东抗美援朝纪念塔分别由谁题写：A．毛泽东、彭德怀、董必武 B．朱德、董必武、邓小平C．朱德、邓小平、江泽民 D．邓小平、董必武、彭德怀17．辽宁省第一个国家级自然保护区是：A．大连斑海豹自然保护区 B．蛇岛-老铁山自然保护区C．本溪老秃顶自然保护区 D．白石砬自然保护区18．最典型的满族饮食是：A．吃肉大典 B．白肉酸菜血肠 C．涮火锅 D．酸汤子19．辽菜在烹饪技法上以什么著称A、炸B、溜C、炒D、扒20．送日子是指满族人的：A．婚礼的正日子B．婚前男家前往女家送给准新娘首饰等C．婚礼的第一天女方家将新娘嫁妆送到男家D．合婚时将结婚的日子推算出来并送给女方家21．双台子河口湿地自然保护区位于我省的A．大连市 B．营口市 C．盘锦市 D．锦州市22．下列习俗中哪个是香港中秋节最富传统特色的习俗A．抢包山 B．舞火龙 C．吃盆菜 D．打小人23．“喜利妈妈”是哪个民族供奉的神灵A、蒙古族B、土家族C、满族D、锡伯族24．沈阳新乐遗址距今有：A．10000年 B．9000年 C．8000年 D．7000年25．辽宁省少数民族人口在全国占首位的是：A．满族、朝鲜族 B．蒙古族、锡伯族C．满族、蒙古族 D．满族、锡伯族26．下列描述正确的一组是：A．由于拥有清代“一宫三陵”历史文化遗产，使沈阳清文化尤为厚重B．沈阳的得名是由于其处于浑河（古称沈水）之北C．位于沈阳的太平寺为满族人信仰喇嘛教的著名寺院D．新乐遗址为东北地区最早的新石器时代遗址27．沈阳故宫的文溯阁是仿下列哪个阁建造的A．文源阁 B．文渊阁 C．天一阁 D．文澜阁28．有“天然地质博物馆”之称的景区是：A．沈阳陨石山 B．医巫闾山 C．丹东凤凰山 D．大连金石滩29．棋盘山风景区、雷锋纪念馆、望天洞风景区、辽沈战役纪念馆所在的城市是：A．鞍山、本溪、丹东、沈阳 B．沈阳、抚顺、本溪、锦州C．丹东、辽阳、抚顺、锦州 D．沈阳、锦州、鞍山、抚顺30．下列辽宁特产中全都在沈阳的是A．胡魁章毛笔、老龙口陈酿酒、马家烧麦B．羽毛画、马家烧麦、辽砚C．雪花啤酒、老边饺子、紫砂陶器D．鲁冰花饮料、胡魁章毛笔、李连贵薰肉大饼31、以导游工作为主要职业，但又不是旅行社的正式员工，并且同时为多家旅行社服务。