导游服务能力100问 A Guide for tour guides
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第⼀章 导游服务基本规范 Unit 1 Basic Requirements for Tour Guides 导游服务基本规范
1.What are the basic guidelines for a professional tour guide?
Fulfill the tourist agreement or contract.
Always put the interests of tourists above all.
Protect the legitimate rights and instructs of tourists.
Maintain the good image, the reputation and the interests of the company
the tour guide works for.
Combine quality service with special care to special cases.
Designated by the travel agency. 导游服务的基本原则是什么？ 严格按照旅游合同办事。 游客利益⾄上。 维护游客合法权益。维护公司的良好形象、声誉和利益。 遵循优质服务和特殊情况特殊处理的原则。 接受旅⾏社委派。
2. What are the proper manners for a tour guide?
Wear tour guide certificate when providing service.
Have a warm smile and a friendly attitude.
Treat tourists with the same care and concern that would be extended to
your own family members.
When tourists have problems, put yourself in their shoes.
Maintain a good personal image and pay attention to some details when
providing service, for example, always have fresh breath and don’t eat food
the has a strong odor, like garlic, leeks and onions; don’t smoke in front of
tourists.导游服务时应该具有怎样的⾏为规范？ 从事业务活动时，佩戴导游证。 微笑服务，礼貌待⼈。 对游客⼀视同仁，把他们当成⾃⼰的亲⼈。 客⼈遇到困难时，能换位思考。 保持良好的个⼈形象注意服务细节，如保持⼜⽓清新，不吃带有异味的东西，如⼤蒜、⾲菜、洋葱等，不在客⼈⾯前抽烟。
3.What is considered the proper dress for a tour guide?
Professional attire is appropriate for the first day to meet the group.
When conducting tours, smart casual and business casual are fine.第⼀章 导游服务基本规范Female tour guides - No heavy make-up, short skirts or sandal shoes.
Male tour guides - No short pants and no shirts with logos of other travel
companies; socks are required.
Unacceptable for either gender: loud clothes, ripped clothing, clothing which
has or is in the process of being rumpled, T-shirts, underwear as outerwear,
flip-flops and inappropriately revealing attire such as a bare midriff.
Caps are not to be worn backwards, sideway or tilted.导游员应如何着装? 接团⾸⽇以职业装为宜。 带团中，应穿着⼤⽅休闲得体。 ⼥性导游员不化浓妆、不穿短裙、拖鞋。 男性导游不穿短裤、不穿印有其他旅⾏社标识的⼴告衫、不光脚穿鞋。 导游员不穿过于花哨的⾐服、不穿⼈为做破做皱的⾐服（如被当成时髦的破洞⽜仔裤等），不穿T恤衫、不可内⾐外穿，也不能穿露肚⼦的⾐服和夹脚拖鞋。 不反戴帽⼦、不歪戴帽⼦。
4.How can a tour guide make a good first impression?Image is very important. A tour guide should pay attention to the following aspects.Have a good personal hygiene- make sure you shower, shave and brush/
comb your hair; pay particular attention to your oral hygiene; dress in
business casual attire and wear comfortable shoes; make sure all your
clothing is clean, pressed and in good condition; female guides may wear a
modest amount of make-up; bring a small bay/backpack to carry your paper
work, city maps for tourists, pen/marker and note-paper, personal
electronics, batteries/chargers, a medical first-aid kit, water, small snacks,
personal items, etc.
Make a good welcome speech and address it clearly with simple sentences.
Pay attention to pronunciation and intonation.
Suitable attitude and behavior may suggest good professional quality, which
may help win trust and support of tourists.导游员如何给客⼈留下良好的第⼀印象？ 导游员仪容仪表⾮常重要。导游员应在以下⼏个⽅⾯注意： 搞好个⼈卫⽣：洗澡、修⾯、梳头；尤其注意⼜腔卫⽣（⽛齿、⼜⽓），着装以商务休闲服和舒服的鞋⼦为宜，⾐服⼲净、熨烫得体，⼥性导游员化淡妆，将纸质材料、地图、笔、便签、电⼦产品、电池、充电器、药品包、⽔、⼩零⾷、地图及其个从物品放⼊随⾝携带的背包。 ⽤简洁明了的语⾔致欢迎词。 注意语⾳语调。 得体的姿态和⾏为体现较⾼的职业素养，从⽽帮助导游没赢得客⼈的信任与⽀持。第⼀章 导游服务基本规范
5.What kind of psychological preparation should a tour guide go
through before starting a tour ?
Psychological preparation is important for tour guides. Only if they are well
prepared for the following aspects, can they solve various problems.
First of all, as. A tour guide, he should be confident. Though tourists are from
different countries, having different background, they are tourists in a new
city. The tour guide can always show them something new, something
special in his city.
Secondly, the tour guide should know that being a tour guide means he
should be hardworking all the time. He should improve himself in every
aspect because a qualified tour guide is expected to know something of
everything and everything of something as well.
Last but not the least, the tour guide should understand that even he has
tried his best to offer the best service for tourists, sometimes he will have to
face various complaints. And in such a case, the tour guide should be calm
and try to find ways to solve the problem and improve his service.接团前，导游员应有怎样的⼼理准备? 对导游员来说，做好充分的⼼理准备很重要，只有准备充分，才可能解决有可能出现的各种状况。 ⾸先，导游员必须⾃信。虽然客⼈来⾃不同的国家，背影各异，但他们是导游员所在城市的客⼈。导游员总会展⽰⼀些新的、独特的城市风情给客⼈。 其次，导游员应当明确，这⼀职业意味着要始终努⼒。导游员应当在各⽅⾯提升⾃⼰，因为⼀名合格的导游员既要有⼴泛的知识，也要对某⼀领域较为精通。 最后，导游员应清楚即便他竭尽全⼒提供优质服务，有时难免会遇到投诉。在这种情况下，导游员应当保持冷静，解决问题并提升服务质量。
6.What kind of professional qualities should an English tour guide
have ?
Good language competence.
Communication competence.
Organization and coordination capability.
