2018-面试导游服务规范知识200道

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 operator of the domestic tour organizer 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 foreign language name or code of the group ,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 tourist group must get to know about the transport tickets for the group ?(1)Have the group's transport ticket for the next destination been booked according to schedule or have they been changed? And has the changed booking been confirmed?(2)Are there any return tickets for the group?(3)Do the tourists hold international air-tickets for domestic flight?(4)Are the group's tickets, i.e. transport tickets for leaving the country, confirmed Ok or do they still remain open?3、In what ways must the local guide make preparations for conducting a group in respect to language and knowledge ?(1)Before the group arrives, the local guide must familiarize himself with the explanatory materials on the places that the group is going to visit. For an English way of expressing himself.(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 technician terms off their specialty.(3)In addition，the local guide must be well prepared for questions about hot talks of the town，important news at home and abroad and any other subjects that the tourists may be interested in.(4)If the local guide himself is new to the places to the places to be visited by the group，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 following points should be included:(1)According the tourists a welcome for their 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 telling 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 occasi on 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 reach each other in time of need.8、what should the local guide do if the tour escort or the national guide proposed to make a minor(1)The local guide should report the matter to the travel service leadership 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 in advance and must collect the money at the set price.(3)If 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、in what way should the 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 at a designated place and remind them to check and make sure that their bags are all in good condition. (2)together with the tour escort and the national guide，he should count to get the right number of pieces and then hand them over to the luggage man of the local travel service through necessary procedures.(3)if something is missing or damaged，he should help the owner to approach departments concerned to report and register the loss or claim compensation for the damaged.10、what should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?On this occasion the local guide should advise the tourists to remember the model，color，number and special sign of 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 are the main points that need the local guide’s attention in regard to the travel certificates of the tour escort and other tourists?(1)Under normal conditions，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 of the group’s passports or other papers and，if any，should hand them back personally to their owners 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 to leave the hotel.(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 have passports and Customs declaration forms readily available forexaminations 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 the tour bus，that they must not wander too far away from the group while it’s moving on，and that they must not come back to the hotel too late if they leave the group to stay behind or when they 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 such things as the route of the tour, the time and place for meals, the time and place to assemble and the parking place 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 in order that meals for the group could be properly arranged?(1)Before meals，the local guide should check us things as place，time, number of dinner and per capita price for the meals 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 the dining-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 activity 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 is duty-bound to accompany the tourists to attend it and make them acquainted with 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 with such things as buying admission tickets or hiring a taxi but usually he has no occasion to keep them company.(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 contingency.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)Under normal conditions，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 as it came out , the local guide should take acquaint the tourists with the sights passed by.Before the tourists get off the bus, the local guide should announce the program for the evening and for the next day, and tell them the time to leave and place to meet.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 “outposts” that a tourist group has to pass through before it enters a foreign country?The three “outposts’ refer to the check-posts of the three authority organs of the destination country , that is , the Customs, immigration and quarantine check-posts stationed at the city of entry to the destination country. (This means that, before the group is allows 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 before departure time must tourist groups arrive at the airport , train-station or pier so as to ensure that they will not lose the flight, train or ship?In order that the tourist group will not risk losing the flight , train or ship, the tour guide must manage to ensure that his group will arrive at the airport, train station or pier at an earliest possible time .Specific requirements are:(1) If the flight is an international flight or is destined for a coastal city , thegroup must get to 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. So……If the local guide suggest a change in the itinerary ,the national guide must insist that tits to places of tourist he order of tour 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 thecommon consent of the group before he agrees to the proposal.21. What is the national guide required to do whenever the group arrives at a destination city?Every time the group arrives at a destination city, the national guide is duty-bound:(1)To acquaint the local guide with things in the group so as help him with his work(2)To supervise the of the local travel company and, if he thinks necessary, put forward some suggestions;(3)To take care of the tourists to guard against 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 ,and to coordinate and harmonize the relations between the tour escort ,the local guide and the driver.In what ways must the national guide supervise the shopping arrangements for group and how should he help the tourist to do shopping?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 arrangement.When the tourists are shopping, the national guide should advise them to examine the price and quality of the articles they are thinking of buying so that they should not buy any inferior goods or fake products.When some foreign tourists have bought something valuable, especially antiques, the national guide should remind them to keep the receipts for Customs examination. For purchase of ready-prepared them the relevant regulations of the Chinese Customs.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.24 What is the national guide required to do when the group has arrived in the hotel?(1)When the group has arrived in the hotel, the national guide must take an active part in the work of checking in the hotel(2) While the responsibility of assigning rooms to the group members is usually undertaken by the tour escort, the national guide must take an active part in the work of checking in at the hotel.(3)When the tourists have got their room numbers, the national guide should show them the way to theirrooms(4)If the local guide is not staying in the hotel for the night, the national guide must take full responsibility of taking care of the group(5)In addition, the national guide should note down the telephone number of the hotel reception and must inquire of the local guide about the way of getting in touch with him in case of emergency.25. What should the national guide do in order to supervise the service of the local travel companies?If the sightseeing program in a city is much the same as those as those in the preceding cities, the national guide must suggest that the local guide should make some changes.He must frankly give his opinions to the local guide if he has any complaint about the service of the local tour company; for example .if the meals, hotel or tour bus arranged by the local guide deliberately cancel an item on the sightseeing program in an attempt to add anther item for extra charge before he is authorized to do so, or if shopping has taken up too much of the time for sightseeing If his efforts of taking to the local guide have no effect, he should refer the problem directly to the local travel service leadership or report the matter to the tour organizer if necessary.26、What should the national guide of a foreign tourist group do when the group is about to leave the country?（1）When a foreign group’s trip to our country is coming to an end and the group is going t o leave the hotel for the airport or train station ,the national guide should remind the tourists to check and make sure that they have all their belongings with them and have their travel certificates within easy reach.(2)On the way to the airport or train station, he should earnestly ask the tourists for their comments or complaints on the tour.(3)When the bus is arriving at the airport or train station, he should make a farewell speech to give thanks to the tourists for their cooperation and understanding and express his expectation for their return.27、Try to make a farewell speech to the tourists in the tourists in the name of a national guide .The following points should be included in the speech :(1)Reviewing the trip of the group and giving your thanks to the tourists for their cooperation.(2)Expressing your friendliness to the tourists and your reluctance and regret to park with them.(3)Inviting suggestions and opinions from the tourists.(4)Offering apologies to the tourists if things on the tour were not going smoothly or if the tourists are not satisfied with the service they have received.(5)Expressing your good wishes to the tourists.A National Guide’s farewell Speech (For Reference)Ladies and Gentlemen:Your visit to Chine is coming to an end .In the last 10 days ,you have climbed up on the Great Wall, which is one of the on of the eight wonders of the world and was once said to be the only man-made object on earth man could see from the moon; you have visit the home of the Ming and Qing emperors-the Forbidden City in Beijing ;you have reviewed the guards of honor of the Qin emperor in Xi’an ,I mean the 6000terracotta figures of soldiers and horses dating back over 2000 years, you have feasted you eyes on the beautiful karts scenery in Guilin ,and you have tasted the best Chinese food in Guangzhou …Anyway ,you have got an idea of how China looks like. But, China is a big country with vast territory of 9.6 million square kilometers with a population of 1.3 billion and a recorded history of nearly 5000 years .A 10-day visit to China, as a Chinese idiom goes, is just like a hurried journey of dragonflies, skimming the surface of the water looking for food .Therefore, you should come again if you want to get a better understanding of the country .I look forward to seeing you again in China in the nearfuture. However, I know it is time you went home and rejoined your family .On this occasion before your immediate departure, I should say I’ve got a very nice group of very nice people and it’s been my pleasure staying with you over the last 10 days .I understand that the tour is not a satisfaction to you all and our work leaves much to be desired, so any comments or complaints from you will be much appreciated.Friends, yours has been such a nice group that I hate to say good-bye to you and so I say “See you again!”Take care everybody and I wish you a pleasant journey home!28、In what manner must tour guides behave before the excessive demands and critical remarks tourists?(1)First, he should have the patience to listen to the tourist and must not interrupt them to assert that their demands are unreasonable, or just find an excuse for refusal.(2)Second, he should keep smiling all the time and must not talk to the tourist or become impatient the moment he hears something unpleasing to the ear.(3)Third, he should have the patience to explain to the tourists why it is impossible to satisfy their demands even if they are reasonable and must not flatly refuse them simply by saying “No, it is im possible!”29、What kind of relationship should be maintained between the tour guide and the tourists ? (1)The tour guide must bear in mind that he is the host and must behave as such .He should have the manner of being hospitable, courteous and thoughtful towards the guests.(2)But, the tour guide must not keep much too close a relation with the tourists. He should treat people equally and must not favor one and be prejudiced against the other. He must never tell tales among the tourists, nor must he get involved in the disputes between them.30、How are tour guides to assist foreign tourists to meet with people in China ?When the foreign tourists in a group of a special trade are scheduled to meet with their Chinese counterparts, the tour guides is duty-bound to act as an interpreter. If another interpreter is appointed, he can just sit aside and listen quietly. In case the tourists want to meet with their friends or relatives in China, the tour guide can help them with arrangements, but usually he is not necessarily responsible for interpretation.31、What must the local guide de before setting out to meet the tourist group in order that the group may be properly arranged?In order to make sure that the tour bus for the group is properly arranged, the local guide must: Call the tour bus company to inquire about the model and number of the bus and the name and telephone number of the driver, and the …Get in touch with the driver to decide when and where they shall meet and, at the same time, tell the driver the itinerary and sightseeing program of the group.32、What articles should the local guide get ready for conducting a tourist group ?Before setting out to meet the group, the local guide should get the following things ready for use in conducting the group: adequate copies of tourist maps or brochures and admission tickets according to the number of people in the group, vouchers or cash for meals or other expenses, tour plan of the group, tour guide’s identity certificate, sign board and flag of hi s travel service and so on.33、What should the local guide do when the group is on the way to a tourist resort?When the group is on the way to the tourist resort for sight-seeing, the local guide should …Announce to the tourists the sight-seeing program of the day;Take occasion to make the tourists acquainted with the sights passed by; and …Give them a general description of the place they are going to visit.34、What should the local guide tell the tourists when they gathering in front of the sketch map of the tourist resort?(1)On this occasion, the local guide should illustrate to the tourists the route of their procession, tell then how long they will stay and at what time and what place they shall meet to leave for the next destination.(2)In the meantime, he should make clear other matters deserving their attention while visiting the place.35、What should the local guide tell the tourists when they are having an elaborate dinner of typical local dishes ?On this occasion, the local guide should try to make the tourists acquainted with the famous local dishes, their ingredients, ways of preparation and serving, and the stories relating to them, if any.36、What is the right manner for the national guide to deal with the conflicts between the tour escort and the group member?(1)The national guide must not inquire deeply into the details of their conflict.(2)He must not get involved in their disputes by stating his view to favor one side against the other.(3)On the contrary, he must act as a peace-maker to mediate between them, if possible.37、what should the national guide to do ensure that the tourists will be safe from accident while they are sightseeing?(1)When the group is doing sightseeing, the national guide should help the local guide with his work. He should keep a close watch on the surroundings and the movements of the tourists so as to guard against accidents and see to it that the tourists will not wander away from the group.(2)He should often advise the tourists to stay safe from danger and remind them to take care of their personal belongings. If unfortunately an accident should happen, he must rely on the local travel service to handle it properly.38、What should the nation guide do when the group is traveling long distance (by plane ,train or ship)?(1)When the group is traveling long distance by plane, train or ship, the national guide must try to seek help from the crew to ensure that the tourists will be taken good care of and will stay safe from danger.(2)He should also remind the tourists to watch the safety of their own persons and their personal belongings.(3)He must have their meals and recreational activities properly arranged and make sure that they can have a good rest on board.(4)When traveling on train, he should help the tour leader with the work of assigning sleeping berths to the group members.39 what should the national guide do when the group is to leave a city for the next destination?1 When the group’s visit to a city is coming to an end , the natio nal guide should consult the local guide to make sure that transport tickets for the next destination are confirmed and …2 Help the local guide and the tour escort with the necessary procedures for leaving the city.3 In the meantime, he must keep and take care of the transport ticket and luggage claim of the group.40 how is a tour guide to get mental prepared for conducting tourist groups?(1) A tour guide must be prepared to hear hear hardships and trouble. He not only must render a warm service to the tourist according to the routine working procedure , but must also be ready at all times to tack any problems and accidents probably occurred in the course of the tour and to offer additional service to particular tourist.。

1、请回答当入住的宾馆内发生火灾事故时，作为导游如何处理？答：（1）千万不能让游客搭乘电梯或慌乱跳楼，尤其是在三层以上的游客，切记不要跳楼（2）用湿毛巾捂住口鼻，身体重心尽量下移，使面部贴近墙壁墙根或地面。

（3）必须穿过浓烟时，可用水将全身浇湿或披上用水浸湿的衣被，捂住口鼻，贴近地面蹲行或爬行。

（4）若身上着火了可就地打滚，将火苗压灭，或用厚重衣物压灭火苗。

（5）大火封门无法逃脱时，可用浸湿衣物，被褥将门封堵塞严，或泼水降温，等待救援。

（6）当见消防队来灭火时，可以摇动色彩鲜艳的衣服为信号，寻求救援。

2、什么是自行活动？旅游者在自行活动期间旅行社应尽到哪些安全提示和救助义务？答：（1）要求全天或某一景点不随团活动。

由于有些游客已来旅游城市多次，或已游览过某一景点，不想重复游览，因而不想随团活动。

要求不游览某一景点或某一天、数天离团自由活动。

如果其要求不影响整个旅游团的活动，可以满足并提供必要的帮助。

①提前说明如果不随团活动，无论时间长短，所有费用不退，需增加的各项费用自理。

②告诉游客用餐的时间和地点，以便其归队时用餐。

③提醒其注意安全，保护好自己的财务。

④提醒游客带上饭店卡片（卡片上有中英文饭店名称、地址、电话）备用。

⑤用中英文写张便条，注明客人要去的地方的名称、地址及简短对话，以备不时之需。

⑥必要时将自己的手机号码告诉游客。

（2）到游览点后要求自由活动。

到某一游览点后，若有个别游客不想按规定的线路游览而希望自由游览或摄影，若环境许可，（游人不太多，秩序不乱）可满足其要求。

导游人员要提醒其集合的时间和地点及游车的车号，必要时留一张纸条，上写集合时间、地点和车号以及饭店名称和电话号码，以备不时之需。

（3）自由活动时间或晚间要求单独行动。

导游人员应建议不要走得太远，不要携带贵重物品（可寄存在前台），不要去秩序乱的场所，不要太晚回酒店等。

（4）少数人要求一起活动。

少数人自由活动时，导游人员应与大多数游客在一起，不可置大多数人于不顾，陪少数人单独活动，而且要确保旅游计划的全面贯彻实施。

导游业务知识题库（含答案）一、单选题（共40题，每题1分，共40分）1、身高为（）米的儿童乘火车.应购买儿童票。

A、1.0-1.1B、1.6-1.8C、1215D、1.1-1.2正确答案：C2、把己经过去的事情.将要发生的事情活灵活现地描述出来.这种修辞手法是（）。

A、双关B、示现C、比拟D、映衬正确答案：B3、持与中国建交国家的普通护照已在香港.澳门的外国人.经在香港.澳门合法注册的旅行社组团可进入广东珠江三角洲地区旅游.但停留时间不得超过OA、10B、15C、6D、7正确答案：C4、迎接乘飞机来的散客.导游通常应提前（）分钟到达机场。

A、45B、60C、20D、30正确答案：C5、香水使用量以（）米内能闻到淡淡幽香为宜。

A、4B、3C、2D、1正确答案：D6、旅游服务质量高低最敏感的标志是（）。

A、导游服务质量B、旅行社拥有导游数量C、导游整体规模D、导游学历水平正确答案：A7、导游的讲解用语和动作行为要文雅谦恭.让游客获得美的享受。

这体现了导游讲解中的（）。

A、言之有喻B、言之有礼C、言之有神D、言之有物正确答案：B8、如果旅游团（者）或其领队提出对活动日程做重大修改的要求.并可能导致旅游接待计划发生较大变动或涉及接待规格的变动.原则上地陪应予（）。

A、严词拒绝B、婉言拒绝C、高度重视D、积极响应正确答案：B9、地陪到达机场后.若得知所接旅游团所乘航班晚点时间较长.地陪应该（）。

A、立即将情况报告接待社B、立即将情况报告组团社C、与司机商量返回D、继续在机场等待正确答案：A10、游提航州西制.导游在向游客讲解西湖的科学成因后.又介绍“西湖明珠自天降,龙飞风舞到钱塘”的传说。

这种导游手法是（）A、虚实结合法B、触景生情法C、画龙点睛法D、突出重点法正确答案：A11、若旅游团无领队.人住饭店的住房卡可由（）分发。

A^团长B、全陪C、地陪D^饭店前台人员正确答案：A12、由于本站文娱节目内容与前几日大同小异.旅游团全体要求更换文娱活动,地陪首先应（）A、立即答应。

导游考试面试试题及答案导游考试面试试题及答案1、你作为一名地陪导游员，离店服务应做好哪些工作?2、送行服务中的欢送词的内容包括哪几个方面?3、在送旅游团去机场、火车站、码头时，导游员带团抵达上述地点产在时间上有规定吗?有规定。

地陪导游员带团到机场、火车站、码头必须留出充裕的时间办理有关手续。

具体规定是：(1)乘出境或去沿海城市的航班，应提前2小时抵达机场;(2)乘国内航班应提前1.5小时抵达机场(3)乘火车、轮船应提前1小时到达火车站或码头。

4、港澳同胞回乡证是哪签发的，有效期多长。

港澳同胞回乡证是由广东省公安厅签发的，有效期10年。

5、特快、快速旅客列车的车次前冠英文字母是什么?特快旅客列车为“T”，快速旅客列车为“K”。

6、你是一个地陪，当你在接待一个旅游团工作全部结束后，应做哪些善后工作?(1)认真填写《陪同小结》(2)实事求是的回报接团情况。

涉及旅游者的意见和建议，力求引用原话。

并注明旅游者的身份。

(3)填写有关接待和财务结算表格。

连同各种单据、接持计划、活动日程表及工作小结交有关人员。

并到财务部门结清账目;(4)妥善处理好旅游团的遗留问题。

如有客人遗忘物品，应设法尽快归还客人(5)接团若发生重大事故，要整理文字资料向接待社汇报。

7、你是一名地陪导游员，在送一旅游团乘飞机离开本市时，请问你何时可以离开机场?(1)在送出境团时，当旅游团进入隔离区后地陪方可离开;(2)在送国内航班旅游团时，需在飞机起飞后。

地陪才可离开。

8、中国海关对于中药材、中成药进出境有何规定?9、我国民航机场费如何收取?哪些人免收?10、中国六大航空公司的英文缩写是什么，总部设在哪里?中国国际航工公司 CA 北京中国北方航空公司 MU 上海中国南方航空公司 CZ 广州中国西南航空公司 SZ 成都中国西北航空公司 WH 西安中国北方航空公司 CJ 沈阳11、目前，我国受理的外国信用卡有哪几种?12、什么叫导游服务?13、导游服务的经济属性表现在哪几个方面?导游的经济属性表现在(l)直接创收;(2)扩大客源，间接创收;(3)促销商品;(4)促进经济交流。

导游考试口试题目及答案一、导游基础知识问答1. 问题：请简述导游人员的基本职责。

答案：导游人员的基本职责包括：（1）根据旅行社的安排，负责旅游团队的接待工作；（2）为旅游者提供旅游行程中的讲解、翻译等服务；（3）协调旅游团队的交通、住宿、餐饮、游览等事宜；（4）处理旅游团队在行程中遇到的各种问题；（5）维护旅游者的合法权益；（6）收集旅游者对旅游服务的意见和建议。

2. 问题：导游人员应具备哪些基本素质？答案：导游人员应具备的基本素质包括：（1）良好的职业道德和职业操守；（2）扎实的专业知识和技能；（3）较强的组织协调能力；（4）良好的沟通能力和人际交往能力；（5）较强的应变能力和处理突发事件的能力；（6）良好的心理素质和身体素质。

二、导游业务操作问答1. 问题：如何做好旅游团队的接待准备工作？答案：做好旅游团队的接待准备工作包括：（1）提前了解旅游团队的基本情况，如人数、年龄、性别、职业等；（2）根据旅游团队的特点和需求，制定合理的接待计划和行程安排；（3）与旅行社、酒店、餐厅、景点等相关部门进行沟通协调，确保接待工作的顺利进行；（4）准备必要的接待物资，如导游旗、扩音器、行程表等；（5）熟悉接待地点的交通、天气等情况，做好应对突发情况的准备。

2. 问题：如何处理旅游团队在行程中遇到的突发事件？答案：处理旅游团队在行程中遇到的突发事件包括：（1）保持冷静，迅速评估事件的性质和影响；（2）及时与旅行社、相关部门和人员沟通，寻求支持和帮助；（3）根据事件的具体情况，采取相应的应急措施，如调整行程、安排就医、联系家属等；（4）妥善安抚旅游者的情绪，解释事件的原因和处理措施；（5）记录事件的详细情况，为后续的理赔和总结提供依据。

三、导游讲解技巧问答1. 问题：如何提高导游讲解的吸引力？答案：提高导游讲解的吸引力可以从以下几个方面入手：（1）充分准备，熟悉讲解内容，做到心中有数；（2）运用生动形象的语言，增加讲解的趣味性；（3）结合旅游者的背景和兴趣，调整讲解的内容和方式；（4）运用多媒体等辅助工具，增强讲解的直观性和互动性；（5）适时与旅游者互动，调动他们的积极性和参与感。

附件3知识问答200问一、导游规范知识问答及参考答案（60问）1、按业务范围区分，导游人员可分为哪几类？答案：（1）出境领队；（2）全程陪同导游员；（3）地方陪同导游员；（4）旅游景区讲解员。

2、熟悉团队是导游人员带团的第一步，它主要包括哪几方面的内容？答案：（1）熟悉团员情况；（2）熟悉团队特点；（3）熟悉接待计划；（4）熟悉行程特点。

3、在旅游团抵达的前一天，导游人员应主要落实哪些接待事宜？答案：（1）与协作旅行社计调人员联系；（2）联系旅游车辆，确定接站时间；（3）核实团队住房及用餐预订情况；（4）掌握各种联系电话。

4、导游人员接站服务程序主要分为哪几个步骤？答案：（1）至少提前半小时抵达接站地点；（2）手持接站牌在醒目位置迎候客人；（3）核实团队；（4）集合登车；（5）清点行李和人数。

5、导游人员在团队用餐时应及时巡视团队就餐情况，巡视的主要内容有哪些？答案：（1）监督餐厅提供的餐食是否符合约定标准；（2）回答客人关于餐食方面的疑问；（3）了解客人对菜肴是否满意，以便以后有针对性地进行调整和完善。

6、欢送词的主要内容包括哪几点？答案：（1）回顾行程；（2）表达惜别之情；（3）感谢游客的配合，征求客人的意见和建议；（4）就行程中服务不到位的地方向客人致歉，请予包涵和理解；（5）表达祝愿，期盼重逢。

7、旅游车行驶途中，地陪应进行途中导游服务，主要包含哪些环节？答案：（1）讲解当日活动安排；（2）沿途风情、风光导游；（3）沿途与团队互动，活跃气氛；（4）到达景区前介绍景区概况，激发游兴。

8、地陪导游人员在景区内的服务主要包含哪些环节？答案：（1）强调集合时间、地点，提醒游览注意事项；（2）购票或取票入园；（3）景区内开展导游讲解，并注意清点团队人数；（4）处理突发事件；（5）景区游览时，地陪导游人员应全程随团服务。

9、旅游团完成游览项目并结束当地行程后，地陪应提供送站服务，主要包括哪些环节？答案：（1）核实交通票据或预定记录；（2）介绍海关、边检或交通运输部门相关规定；（3）致欢送词；（4）提前到达机场、车站或码头；（5）引领团队到安检区或检票口，办理相关手续；（6）处理遗留问题。

导游规范20道第一题导游人员的定义？导游员应该具备的基本素质有哪些？导游人员是指依照《导游人员管理条例》的规定取得导游证，接受旅行社的委派，为旅游者提供向导讲解，及相关服务的人员。

素质：良好的品质，渊博的知识，较强的能力，较高的技能，健康的身体，端庄的仪表第二题导游人员的基本职责是什么？1.根据旅行社与旅游者签订的合同或约定，按照接待计划安排和组织旅游者参观游览；2.负责向旅游者导游、讲解，介绍中国文化和旅游资源；3.配合和督促有关单位安排旅游者的交通、食宿等，保护旅游者的人身和财产安全；4.耐心解答旅游者的问询，协助处理旅途中的问题；5.反映旅游者的意见和要求，协助安排旅游者会见、座谈等活动。

第三题导游员应该怎样熟悉接待计划？1.旅游团概况：组团社名称，全陪姓名，电话号码等2.旅游团成员情况3.旅游路线和交通工具4.交通票据情况5.特殊要求和注意事项6.是否需要提前办理证件第四题上团前导游员应当做好哪些准备工作？1.熟悉接待计划2.落实接待事宜3.做好物质准备4.语言和知识准备5.形象准备6.心里准备第五题旅游团抵达前导游员应当做好哪些工作？1.确认旅游团所乘交通工具抵达的准确时间：机场、车站等2.与旅游车司机联络：出发时间、地点3.再次核实确认旅游团抵达的准确时间4.与行车员联络：行李送往的地点5.持接站标志迎候旅游团第六题旅游团抵达后导游员应当做好哪些工作？1.认找旅游团：举起接站牌或导游旗等候2.核实实到人数3.集中清点行李4.集合等车第七题从机场（车站）赴饭店途中导游员应当做好哪些工作？1.致欢迎词2.调整时间3.介绍情况4.收集证件5.沿途导游：首次沿途导游是显示导游人员知识、导游技能和工作能力的好机会。

6.下车须知：地陪应向旅游者讲清并请记住：集合时间、集合地点和车牌号码。

第八题在入住饭店服务中导游员应当做好哪些工作？1.协助办理住店手续2.介绍饭店设施3.带领旅游团用好第一餐4.宣布当日或次日的活动安排5.照顾行李进房6.安排好叫早服务第九题地陪在途中导游应做好哪些工作？1.重申当日活动安排2.风光导游3.介绍游览景点4.活跃气氛第十题购物服务的基本要求是什么？购物是旅游团的一项重要活动，地陪应严格执行接待单位制定的游览活动日程，带旅游团到商店购物，避免安排次数过多、强迫旅游者购物等问题出现。

第1篇一、概述导游服务规范是导游人员在进行旅游服务过程中必须遵守的基本准则，它体现了导游人员的职业道德、业务水平和职业素养。

以下是一篇关于导游服务规范的面试题目，包含多个方面的问题，旨在考察应聘者的专业知识、应变能力和服务意识。

二、面试题目1. 请简要介绍导游服务规范的概念及其重要性。

2. 按照业务范围，导游人员可分为哪几类？请分别列举每类导游人员的职责。

3. 熟悉团队是导游人员带团的第一步，请列举熟悉团队的主要内容和步骤。

4. 在旅游团抵达的前一天，导游人员应主要落实哪些接待事宜？5. 请详细描述导游人员接站服务的程序，包括迎候客人、核实团队、集合登车等环节。

6. 导游人员在团队用餐时应注意哪些事项？巡视的主要内容有哪些？7. 在登机（车、船）与出入口岸，导游领队引导文明旅游的具体规范有哪些？8. 请举例说明导游领队在乘坐交通工具方面引导文明旅游的具体规范。

9. 在住宿方面，导游领队引导文明旅游的具体规范有哪些？10. 导游服务的基本原则是什么？请结合实际案例，说明如何践行这些原则。

11. 请列举导游服务的特点，并分析这些特点对导游人员的影响。

12. 我国导游人员是否有技术等级划分？如何划分？划分的依据是什么？13. 导游人员的基本职责有哪些？请结合实际案例，说明如何履行这些职责。

14. 请简要介绍地陪导游员的职责，并举例说明如何做好接待工作。

15. 全程陪同导游员的主要职责有哪些？请结合实际案例，说明如何实施旅游接待计划。

16. 请列举导游人员在带团过程中可能遇到的问题，并分析如何应对这些问题。

17. 导游人员在讲解过程中，如何做到生动有趣、富有感染力？18. 请简要介绍导游人员的职业道德，并分析如何践行这些道德规范。

19. 在旅游团游览过程中，导游人员如何处理游客之间的纠纷？20. 请列举导游人员在带团过程中，如何保护游客的人身和财物安全。

21. 导游人员在带团过程中，如何与游客建立良好的沟通关系？22. 请简要介绍导游人员的培训内容，并分析如何提高导游人员的业务水平。

导游服务规范知识（200道）1.地陪导游服务的对象分为哪两大类型？答：分为旅游团队和散客两大类型。

地陪导游应该遵照特定的程序和标准向他们提供导游服务。

2.地陪导游接待服务流程可分为哪几个阶段？答：（1）服务准备；（2）接站服务；（3）入店服务；（4）核对、商定日程；（5）参观游览服务；（6）用餐、购物、文娱、会见等其他导游服务；（7）送站服务；（8）后续工作。

3.地陪导游的服务准备工作包括哪几个个方面？答：（1）业务准备；（2）语言和知识准备；（3）物质准备；（4）形象准备；（5）心理准备。

4.什么是地陪导游服务的业务准备？包括哪些内容？答：业务准备是指地陪导游员对其所接待的旅游团情况的掌握和所做的预先计划安排，包括熟悉接待计划和落实接待事宜。

5.地陪导游员的接待计划分为哪两种？答：分为入境旅游团的接待计划和国内旅游团的接待计划。

6.地陪导游员在接到旅游接待计划后，要认真阅读。

应重点了解哪些方面的信息？答：（1）计划签发的组团旅行社名称、联络人姓名与电话号码；（2）旅游团的基本情况；（3）旅游团成员基本情况；（4）旅游团抵离本地情况；（5）旅游团交通票据情况；（6）旅游团服务项目和接待要求；（7）增收费用项目情况；（8）特殊游客情况。

7.地陪导游员要预先了解旅游团交通票据情况，主要包括哪些内容？答：（1）该团赴下一站的交通票是否订妥，有无变更和更改后的情况，有无返程票；（2）入境旅游团有无国内段国际机票，出境机票是OK票还是OPEN票。

8.常见的旅游团的种类和等级是怎么分类的？答：（1）旅游团的种类一般分为全包价、半包价和小包价三种；（2）旅游团的等级一般分为豪华等、标准等和经济等三个等级。

9.地陪导游员要预先了解旅游团成员的基本情况，包括哪些内容？答：包括人数（男性、女性、儿童数）、姓名、性别、国籍（省份、城市）、年龄、职业、文化层次、宗教信仰、风俗、饮食习惯等。

10.地陪导游员要预先了解旅游团的基本情况，包括哪些内容？答：（1）旅游团的团名、团号、电脑序号；（2）领队姓名与电话；（3）全陪姓名与电话；（4）旅游团种类；（5）旅游团等级；（6）旅游团费用结算方式。

现场导游面试问答题举例导游服务规范1、何为导游人员？导游人员是指依照《导游人员管理条例》的规定取得导游证，接受旅行社委派，为游客提供向导、讲解及其他旅游服务的人员。

2、请说出导游员的权利。

（1）导游员依法享有人身权；（2）履行职务权；（3）诉权以及为更好地服务而享有的参加培训的权利、获得晋级的权利。

3、导游服务具有哪些特点？（1）具有较强的独立性；（2）是脑力劳动和体力劳动高度结合的工作；（3）面对各种情况和客观要求复杂多变；（4）跨文化性。

4、何为地陪导游员？地陪导游员是受接待旅行社的委派，代表接待社，实施接待计划，为旅游团（者）提供当地旅游活动安排、讲解、翻译等服务的导游人员。

5、地陪导游员有哪些职责？地陪导游员作为接待社的代表，是旅游接待计划在当地的执行者，是当地旅游活动的组织者。

其主要职责是：（1）安排旅游活动；（2）做好接待工作；（3）导游讲解；（4）维护安全；（5）处理问题。

6、何为全程陪同导游员？全程陪同导游员（简称全陪）是指受组团社委派，作为组团社的代表，在领队和地方陪同导游员的配合下实施接待计划，为旅游团（者）提供全程陪同服务的工作人员。

7、全陪导游员有哪些主要职责？（1）实施旅游接待计划；（2）联络工作；（3）组织协调工作；（4）维护安全、处理问题；（5）宣传调研工作。

8、在参观游览出发前，地陪导游员应做哪几项工作？（1）提前 10 分钟到达集合地点；（2）核实、清点实到人数；（3）落实旅游团的当天用餐；（4）提醒注意事项；（5）准时集合登车。

9、导游员的欢迎辞一般包括哪几个方面？（1）问候语：来自***的游客朋友们，大家好；（2）欢迎语：代表所在旅行社、本人及司机欢迎游客光临本地；（3）介绍语：介绍自己的姓名及所属单位，介绍司机；（4）希望语：表示提供服务的诚挚愿望；（5）祝愿语：预祝旅游愉快顺利。

10、全陪的各站服务包括哪些方面？各站服务工作是全陪工作的主要组成部分，主要包括：（1）联络工作（各站间的联络，与领队、地陪和游客的联络）；（2）监督与协助地陪及地接社认真按旅游团协议书提供服务；（3）旅行过程中提供适当讲解，确保游客人身和财产安全，为旅客当好购物顾问。