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1、LECTURE 3Guiding proceduresightseeing service 1 1Learning ObjectivesFamiliarize you with sightseeing service procedure Get to know the close up procedureSummarize the complete working procedure2 2Sightseeing Services(1)1.Preparation before set offReception program,tour guide flag/banner,loudspeaker,

2、tour guide certificate,necessary tickets,cash,map,etc,.make sure the driver is ready,reconfirm the meals of the day,get to appointment meeting place ahead of 10 minute count the tourists,make sure no one missingremind tourists:the weather,indoor or outdoor activities,dress,shoes,etc.3 3Sightseeing S

3、ervices(2)2.Tour on the way(pp:15-31/32)Introduce the itinerary Introduce the itinerary of the day,of the day,sightseeing along the sightseeing along the way,way,background background information of the information of the places to visit,places to visit,recreational activitiesrecreational activities

4、4 4Sightseeing Services(3)3.Scenic spots guiding(pp:16-33)Things to pay attention to:(sightseeing,take(sightseeing,take photo,shopping,etc.)photo,shopping,etc.)On arrival at the place to visit,before leave the bus,remind again the bus number and model,color,signs,parking lot,time to meet after the v

5、isit.Explain in detail in front of the tour map of the place to meet and show clearly the best route to visit,how long to stay,when and where to meet.Confirm the clock!Guiding and explanation during the tour.Guiding and explanation during the tour.Pay attention to the emphasis of explanation and Pay

6、 attention to the emphasis of explanation and allocation of time,cost,etc.allocation of time,cost,etc.Make sure nobody gets lost.Make sure nobody gets lost.5 5Sightseeing Services(4)4.Visiting activities 4.Visiting activitiesPrepare for interpreting for Prepare for interpreting for both the visitors

7、 and hosts.both the visitors and hosts.5.Return trip(pp:16-35)5.Return trip(pp:16-35)summarize the days summarize the days activities;answer more activities;answer more questions,make questions,make supplementary explanation,supplementary explanation,sightseeing if necessary sightseeing if necessary

8、(supposed that tourists are(supposed that tourists are not tired)not tired)Announce the itinerary of the Announce the itinerary of the evening if there is any,(How evening if there is any,(How long to stay in the hotel and long to stay in the hotel and when and where to meet?)when and where to meet?

9、)of the next day if there is no of the next day if there is no activities at night.Remind activities at night.Remind them to take their belongingsthem to take their belongings6 6Unexpected Scenarios for Sightseeing ServicesUnexpected Scenarios for Sightseeing Services 1.quit the tour before it is fi

10、nished.(pp:27-24/25)2.what measures to prevent tourists from getting lost(pp:34-43)3.the tourists lost(pp:34-44)4.the tourists is ill(pp:36-48)5.traffic accident(pp:39-57/58)7 71.quit the tour before it is finished.(pp:27-24/25)What might be some of the reasons for a tourist leaving a tour What migh

11、t be some of the reasons for a tourist leaving a tour before it is finished?How should a guide handle this?before it is finished?How should a guide handle this?(1)the main reasons a tourist leaves a tour in mid-stream are(1)the main reasons a tourist leaves a tour in mid-stream are due to their pers

12、onal illness or an urgent matter at home,but due to their personal illness or an urgent matter at home,but some leave because of dissatisfaction with the tour or service.some leave because of dissatisfaction with the tour or service.(2)those who leave the tour group for personal reasons may(2)those

13、who leave the tour group for personal reasons may receive partial reimbursement for the unused portion of their receive partial reimbursement for the unused portion of their contracted tour,after the tour guide has reported their situation contracted tour,after the tour guide has reported their situ

14、ation and has received approval from both the travel and organizing and has received approval from both the travel and organizing agencies.agencies.(3)the tour guide should attempt to dissuade the dissatisfied(3)the tour guide should attempt to dissuade the dissatisfied tourist from quitting the tou

15、r.If the tourist insists on quitting,the tourist from quitting the tour.If the tourist insists on quitting,the guide should inform the tourist that he is unable to obtain a guide should inform the tourist that he is unable to obtain a refund for the services not yet received.refund for the services

16、not yet received.8 82.what measures to prevent tourists from getting lost(pp:34-43)(1)every morning,the tour guide should tell the tourists about the travel(1)every morning,the tour guide should tell the tourists about the travel itinerary details for the day,including the places for visits and meal

17、s,so that itinerary details for the day,including the places for visits and meals,so that the tourists can catch up with the group if he lags behind.the tourists can catch up with the group if he lags behind.(2)on arrival at the scenic spot,the guide should ask the tourist to remember(2)on arrival a

18、t the scenic spot,the guide should ask the tourist to remember number and the exterior characteristics of the coach,the parking place and number and the exterior characteristics of the coach,the parking place and the time for departure.The guide should point out the travel route on the the time for

19、departure.The guide should point out the travel route on the tourist map at the site location.tourist map at the site location.(3)during the travel,the guide should count the tourists from time to time.(3)during the travel,the guide should count the tourists from time to time.Generally,the local gui

20、de is responsible for providing a commentary on the Generally,the local guide is responsible for providing a commentary on the scenery;the tour leader or the national guide should bring up the rear and scenery;the tour leader or the national guide should bring up the rear and remind the tourists to

21、keep up with the others.remind the tourists to keep up with the others.(4)during the free time for sightseeing and shopping,the local guide should(4)during the free time for sightseeing and shopping,the local guide should remind the tourists not to go too far,not to return too late and not to go to

22、remind the tourists not to go too far,not to return too late and not to go to places with poor security.When a tourists goes out alone,the guide should places with poor security.When a tourists goes out alone,the guide should ask him to take with him the business card or brochure with the phone ask

23、him to take with him the business card or brochure with the phone number and address of the hotel.Since mobile phones are so popular number and address of the hotel.Since mobile phones are so popular nowadays,the guide may note the number of the tourists mobile,with his nowadays,the guide may note t

24、he number of the tourists mobile,with his approval,in case of emergency.approval,in case of emergency.9 93.the tourists is found lost during the sightseeing(pp:34-44)(1)the guide should first determine when and where the tourist was last seen(1)the guide should first determine when and where the tou

25、rist was last seen and then arrange for people to look for him.and then arrange for people to look for him.(2)if there are more than two guides,one guide should take care if the group(2)if there are more than two guides,one guide should take care if the group of tourists while the other guides look

26、for the missing tourists along the route.of tourists while the other guides look for the missing tourists along the route.Failing to find the missing tourist,the guide should report the missing tourist Failing to find the missing tourist,the guide should report the missing tourist to the local polic

27、e station located at the scenic spot and request their help.to the local police station located at the scenic spot and request their help.The guide should also call the reception desk at the hotel to check whether The guide should also call the reception desk at the hotel to check whether the touris

28、t has returned.the tourist has returned.(3)if the tourist is not found,the guide should ask the travel agency to send(3)if the tourist is not found,the guide should ask the travel agency to send personnel to handle the matter while he continues to guide the tour group on personnel to handle the matt

29、er while he continues to guide the tour group on its itinerary,as planned.its itinerary,as planned.(4)afer the tourist is found,the guide should apologize if he is to blame,if the(4)afer the tourist is found,the guide should apologize if he is to blame,if the tourist is to blame,the guide,instead of

30、 criticizing him severely,should tourist is to blame,the guide,instead of criticizing him severely,should remind him gently not to get separated from the group again.remind him gently not to get separated from the group again.(5)in the case where the tourist disappears and nothing is heard from him,

31、(5)in the case where the tourist disappears and nothing is heard from him,the guide should hand in a written report for the record.the guide should hand in a written report for the record.10104.the tourists is ill(pp:36-48)(1)When a tourist becomes seriously ill,a guide should not offer him medicine

32、.(1)When a tourist becomes seriously ill,a guide should not offer him medicine.Instead he should ask whether the tourist has brought medicine with him for his Instead he should ask whether the tourist has brought medicine with him for his illness.Many people who suffer from cardiovascular diseases u

33、sually carry with them illness.Many people who suffer from cardiovascular diseases usually carry with them first-aid medicine.If the patient does have the medicine,the guide may assist him in first-aid medicine.If the patient does have the medicine,the guide may assist him in taking it.taking it.(2)if the patients life is in danger,the guide should call the nearest first-aid station to(2)if the pa