导游接站 (一) 旅游英语(本)教学辅导课件
级旅游专业英语旅游接待业解析PPT学习教案
Hospitality
n.[U] 1、 friendly behaviour towards visitors 好客
Thanks for your hospitality over the past few weeks. The natives are noted for their hospitality. 2、 services such as food and drink that an organization provides for guests at a special event 殷勤招待，盛情接待 the use of a yacht（n.游艇） for corporate hospitality（公司 的款待，商业应酬）
第14页/共44页
radiator 暖气片 central heating 暖气 ashtray 烟灰碟 smoking set 烟具 electric fan 电扇 chandelier, pendant lamp 吊灯 fluorescent lamp 日光灯 desk lamp 台灯 bedside lamp 床头灯 floor lamp 落地灯 wall lamp 壁灯 lampshade 灯罩 bulb holder 灯头 bulb 灯泡 screw-type bulb 罗口灯泡 bayonet-type bulb 卡口灯泡 frosted bulb 磨砂灯泡 opal bulb, opaque bulb 乳白灯泡
参考文献：Hospitality as an industry could well be defined as: “The serviced provision（n. 供应） of food, beverages, accommodation, leisure and other facilities purchased out of home.” (Henley Centre, 1996, P13)
旅游英语第一讲ppt课件
Travel as circle
Return
Reach
Tourism as a
phenomenon
The other
Definition of tourism
Elements
The temporary movement of persons to destinations away from their usual or normal houses, the activities entered upon during their stay in those destinations and the facilities developed to provide for their requirements/needs.
English for Tourism
III. Focal points
Grading Scheme ➢Attendance and participation ➢ Assignments ➢ Final exam (oral or written)
➢What is tourism? ➢Why do people travel? ➢What is a travel agency?
English for Tourism
Tourism-related industries
Food industries
Food & Beverage: Not only provide basic sustenance for tourists but an important factor in the overall tourism experience. Transportation
通过对学生进行听力口语等英语听说技能的训练使学生能用所学英语开展实际业务工作进行酒店的前厅接待客房服务餐饮服务及旅游接待涉外导游提高学生的听力理解水平口语表达能力和对语言运用的分析理解能力
《旅游英语》PPT内容三-导游工作程序部分
III. W orking procedures of a tour guide 导游工作程序3.1 Meeting guests at the airport (railway station / port)．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．----Excuse me, but are you …?----Welcome to … I’m …, your local guide from China International Travel Service (CITS) / China Travel Service (CTS) / China Y outh Travel Service (CYTS).----Did you have a pleasant flight?----How many pieces of luggage do you have?(have the luggage sent to the bus)----Is everybody here now?----Attention, please, everyone. Please follow me to the bus.3.2 Making a brief speech at the airport / on the coach．．．．．．．．．．．．．．．．．．．．．．．----On behalf of … and my colleagues, I’d like to extend our warmest welcome to you (introducing yourself / driver / bus No. / driving age)----My name is … I will be your guide for the next several days during you r stay in our beautiful city. This is our driver, Mr. Wang. He has 25 years of driving, so you’re in very safe hands. His bus No. is QB1234, let me repeat, QB1234, please keep it in mind.----We hope that this will be one of the special memories you will take home with you ----If you have any questions / needs, please don’t hesitate to let us know.----We will try to do our very best to make your stay pleasant and enjoyable.----We really appreciate your understanding and cooperation.----Thank your for your attention. I hope you will enjoy you stay here.----Now I want to set your watches. It’s 10:32 a.m. All the clocks and watches in China are set to Beijing standard time. We are 12 hours ahead of America.3.3 Making a brief introduction about your city a．long the way．．．．．．．．．．(Because the bus travels at a fairly rapid speed, some of the scenes flash by, you should try to avoid introducing anything that guests cannot see.)(What you introduce include: the main buildings, attractions, scenes and views;local history, geography, population, areas, climate, culture, customs, cuisine) ----Please turn around to this side.(Here we come to the Holiday Beach. Hainan is the second largest island in China with the coastline of 1580 km. It is the seaside for the local people with family to enjoy themselves on the beach at the weekend. And we’ll come to visit here tomorrow afternoon.)----The building flashing by is …( … is Meishi Mayflower Square, the place where the welcoming ceremony for the Miss World was he ld in 2003. It’s very magnificent and beautiful to be seen at night.)----Now we are entering … Street.( … Jiefangxi Street. It is the shopping center of Haikou City and attracts many people, especially the youngsters. Y ou can find many fashionable and exquisite things here.)----Straight ahead of us is …----On our right side is …---- … has an average annual temperature of …℃… covers an area of …… has a population of …… has a long history of …3.4 Making some instructions when arriving at the hotel．．．．．．．．．．(near the hotel)(introduction about the hotel: name, class, location, features, etc.)----Y ou’re going to stay at … Hotel, a luxurious five-star hotel and it is strategically located in the city center. There are 300 rooms of international standard including single rooms, double rooms and suites. There are 3 Chinese restaurants on the first floor. On the second floor, there is 1 deluxe western-style restaurants. Tomorrow we are going to have our breakfast there. There are also a bar, a 24-hour café, a gymnasium and an outdoor swimming pool. They are ready to serve you at your convenience. If you want to know more details, you can get a brochure about the hotel from the Reception Desk. Thank you.(arriving)----Here we are at the hotel.----Please take all you belongings and wait for a few minutes in the lobby.(go through the check-in procedures;distribute room keys;put room numbers on the luggage;have the luggage sent to the rooms as soon as possible;show guests the restaurant and the time to have meals;tell the restaurant guests’ number, meal standard, special requirements…)----Have a good re st tonight. I’ll take you to … tomorrow.----Y our wake-up call will be at 7 tomorrow morning.----We’ll have breakfast at 7:30 and set off at 8:00.----See you at 7:30 tomorrow morning.3.5 Itinerary DiscussionThe local guide is supposed to make a travel arrangement prior to the arrival ofa tour group and discuss it with the tour leader / guests as follow:1. if there is any change (number)2. make some changes if needed (unexpected or uncontrollable factors 不可抗力)Discussed on the basis of mutual equality:Y ou are the acquaintance / local / familiar…Therefore, many decisions are made by you.Y ou should not impose your personal interests upon your guests. (e.g. shopping) On the contrary, you should regard tourists as supreme （顾客就是上帝）What you should take into consideration are: their interests, will, needs, customs,．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．．beliefs,．．．．．．．． etc.。
颐和园旅游英语(本)教学辅导课件
The Longevity Hill: The Longevity Hill is located in the northern part of the Summer Palace, and is a typical example of artificial hill construction in Chinese traditional gardens. It is a favorite place for taking photos among tourists.
02
03
04
Course objectives
Course content
Tourism-related vocabulary and expressions: introduce common vocabulary and expressions used in the tourism industry, including those related to hotels, restaurants, attractions, transportation, and souvenir shopping.
要点一
要点二
The Marble Boat
The Marble Boat is located on the western bank of the Jade Lake, and was built in 1754 during the Qianlong period of the Qing Dynasty. It is a typical example of traditional Chinese garden boat, and can be used as a place for tourists to enjoy the scenery of the Jade Lake.
项目一模块一 迎接服务《导游英语实务》PPT课件
My mobile phone number is 150****0168. I’ll have it switched on for 24 hours. Don’t hesitate to contact me whenever you need to. And this is Mr. Wang, our driver, who has had 20 years of driving experience. We come from the China Youth Travel Service. We are glad to have you here. On behalf of our company and our colleagues, we’d like to extend a warm welcome to you all.
We have reserved fifteen TWBs (twin-bed room with bath) for you at Nanjing Jinling Hotel. It offers the best services in this city. We shall meet at the hotel lobby at 12:30 for our first visit. Please do remember the plate number of our bus. The number is 12345. Thank you.
Linda Smith: Nice to meet you, too.
Local guide: Welcome to Nanjing. Did you have a good trip?
Linda Smith: Yes, quite pleasant. It’s very kind of you to come to meet us.
地陪导游服务接站服务课件
地陪导游服务接站服 务课件
REPORTING
CATALOGUE
• 接站服务流程 • 接站服务要点 • 接站服务技巧 • 接站服务注意事项 • 接站服务案例分析
PART 01
接站服务流程
提前确认游客信息
01
提前与游客沟通，确认到达时间、 人数、交通工具等信息，以便安 排接站计划。
问题案例解析
问题案例一
某旅游团因地陪导游迟到导致长时间等待，引起游客不满。
问题案例二
地陪导游在接站过程中未能与游客建立良好沟通，导致后续行程中出现一系列问题。
经验教训总结
经验教训一
地陪导游应提前做好准备工作，确保准时到达接站地点，避免因 个人原因导致迟到。
经验教训二
地陪导游在接站过程中应积极主动与游客沟通交流，了解游客需 求，为后续行程打下良好基础。
灵活应对各种情况
应对突发状况
在接站过程中，可能会遇到各种 突发状况，如交通拥堵、游客迟 到等。地陪导游应保持冷静，灵
活应对，及时调整计划和安排。
适应不同需求
游客的需求和偏好各不相同，地陪 导游应具备灵活应变的能力，根据 游客的需求调整服务内容和方式。
应对不同文化背景
面对来自不同国家和地区的游客， 地陪导游应了解并尊重他们的文化 背景和习惯，以避免误解和冲突。
灵活应对突发情况
03
在接站服务中遇到突发情况时，地陪导游应保持冷静、灵活应
对，及时解决问题。
PART 05
接站服务案例分析
成功案例分享
成功案例一
某旅游团抵达机场后，地陪导游迅速找到团队成员，顺利完成接站任务，并获得游客的一致好评。
成功案例二
《导游业务》课件——第二节 接站服务
接站服务
对点案例
梁爽：“各位朋友。刚才我们到达的火车站就是天津站，原称老龙头车站，也称 天津东站，是天津市最大的铁路客、货运输车站。现在的天津站，规模宏大、气势 雄伟，总建筑面积达6 2674 平方米，客运车场有6 个旅客站台，接发客车能力由原 来的46 对增加到95 对，候车能力由原来的1 350 人增加到1 万人。
接站服务
2 调整时差 如该旅游团为入境团，地陪在致完欢迎词后要介绍两国的时差，请游客将自己的
表调到北京时间。
3 首次沿途导游 游客初来一地感到好奇、新鲜，什么都
想问，什么都想知道，地陪应把握时机，选 择游客最感兴趣、最急于了解的事物进行介 绍，以满足游客的好奇心和求知欲。首次沿 途导游是展示地陪的知识、导游技能和工作 能力的大好机会，精彩成功的首次沿途导游 会使游客对地陪产生信任感和满足感，从而 在心目中留下对地陪良好的第一印象。
接站服务
3 首次沿途导游 （1）介绍旅游地概况。如地理位置、历史沿革、人口状况、行政区划、市政建设
巨大变化等。 （2）风光、风情介绍。地陪在介绍风光、风情时，内容要简明扼要，语言清晰、
节奏明快，景物取舍得当，随机应变，见人说人，见景说景，与游客的观赏同步。例 如，可以谈谈旅游地的饮食习惯、气候及土特产品等。
பைடு நூலகம்
主题活动
主题活动
填写导游出团任务单 活动设计： 1. 将学生按6 ～ 8 人分组。 2. 教师模拟导游部经理给各小组学生派团。 3. 每个小组接受不同的带团任务，按照教师的要求自行摘抄相应的出团任务单信息。 4. 根据各自出团任务单查找行程所涉及景点相关情况。 5. 教师负责点评，小组同学内部交流。 根据指导教师布置，填写《导游出团任务单》（表3-5） 相关信息，并作为地陪 做好接待工作。 请罗列地陪导游服务实地教学中，涉及景点的门票、最佳游览时间以及停车费用明细 （表3-6）。
旅游英语(课堂PPT)
三、教学设计
设计理念
设计思路
以行业为依托， 面向岗位定向 培养。以岗位 工作综合能力 培养为核心。
以实际岗位需 求为依据，进 行语言实践能 力培养。构建 TLSP教学模
式。
15
TLSP教学模式
Task
Listening
Speaking
Practising
接团 带团 送团 善后工作
校内语音室 多媒体教室 课堂教学
20
六．课外活动与教学成果
课外 活动
21
六．课外活动与教学成果
22
六．课外活动与教学成果
23
六．课外活动与教学成果
24
六．课外活动与教学成果
25
Thank You!
26
地位：
《旅游英语》在
整个旅游管理专
课
业课程体系中起 着重要的作用，
程
是从事旅游业服
地
务工作的一门必
修课。
位
以工作过程为导 向组织教学过程， 阐述了导游人员 岗位所贯穿的一 系列工作，主要 包括接团、带团、 送团及善后工作， 为培养本专业学 生综合职业能力 打好基础。
4
A、与旅游管理专业关系
作用：
通过旅游英语 课程的学习
7
2、课程内容
经过深入行业企 业调研，确定本 课程的教学内容 是根据旅游管理 专业学生主要就 业岗位所需要的 英语听说知识和 能力而设置的。
课程 内容
课程教学内容设 计中心思想： “工学结合”， 教学内容紧紧围 绕未来工作岗位 的需要。因此， 本课程根据导游 工作过程确定教 学内容。
8
2、课程内容
校内课堂 口语训练 情景模拟 角色扮演
校内实训室 校外实训 综合实训 定岗实习
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
There are 16 people in your group, is that right?
Yes, not too bad.
Hello, good evening. Welcome to Hangzhou. Did you have a pleasant flight?
Do you have all your luggage? Shall we go straight to the hotel now? Our coach is in the parking lot. This way please.
American tour group at Xiaoshan International Airport.
组团社 travel agent
travel service
旅行社
接待社 tour operator
中国旅行社
travel agency 中国国际旅行社
China Travel Service / CTS
What does she confirm after the greeting?
How does she lead the group?
Yes, I am.
Excuse me, are you Mr. Joe Simpson from the Pacific Travel Agency?
Great! Glad to meet you, Mr. Simpson. I’m your local guide Chen Yan. Chen is my surname.
Hello, Miss Chen. Glad to meet you too. You can just call me Joe.
We are sorry that the plane was delayed. Have you been waiting for a long time?
Not too long, about ten minutes.
Ok, Chen Yan.
Well, you can call me Chen Yan, which is the Chinese way.
Yes, they are.
Right. Well, is everyone in your group here now?
Yes, exactly, including me.
China International Travel Service / CITS
What does Chen Yan say to Joe Simpson at first?
How do they try to introduce themselves and greet each other?
Oh no, I’m sorry. Lina Woods became sick just before we left for C. So I’m replacing her as the tour leader for this group.
Oh, I’m sorry to hear that.
Excuse me, madam, are you from Canada?
Yes, I am. Are you the tour guide from Hangzhou CITS (China International Travel Service)?
Yes. I’m Li Binhong. Li is my family name, Binhong is my first name. You may call me Binghong if you like.
I also have an English name, Susan. Either of the names will do.
I’ll try your Chinese name, Binghong. Is that right?
Yes. Good. So you must be Ms. Lina Woods.
导游接站 (一) 旅游英语（本）教学辅导课件
Find the right group Self-introduce and greet Confirm the group
Situation 1: Chen Yan, a tour guide of HZCTS
(Hangzhou China Travel Service Co. Ltd 杭州中国旅行 社), meets Joe Simpson, the tour leader of an
I’m Emily Jason. Nice to meet you, you can call me Emily.
Nice to meet you too, Emily.
I’m sorry we didn’t have time to tell you about the tour leader replacement (替换). As you know, the time was really tight, and there was little time left due to the emergency (突发事件).
Situation 2: Li Binhong, a tour guide of Hangzhou CITS (China International Travel
Service, 杭州国际旅行社), meets Emily Jason,
the tour leader of a Canadian group at Xiaoshan International Airport one afternoon.
Who is Li Binghong supposed to meet?
Does she meet the right person? What does she confirm after the greeting? What would you do to avoid picking up a wrong group if you were the guide?