导游考试口试特殊问题应变技巧60题_
40道应变性试题(导游资格证考试题库)
导游资格考试口试（应变抽签）题一、什么是接待计划？地陪熟悉接待计划时，应当弄清旅游团队哪些情况？二、在旅游团抵达的前一天，地陪应与有关人员一起检查落实哪些具体事宜？除此以外地陪个人还应做好哪些准备工作？三、旅游团抵达后，地陪接站时应做好哪些服务工作？四、旅游团下榻饭店后，地陪应做好哪些方面的工作？五、地陪为什么要与领队核对商定节目安排？核对商定节目安排时出现以下三种情况，地陪应如何处理？六、参观游览时，地陪为什么要提前10分钟到达集合地点？七、地陪导游在景点导游、讲解过程中应做好哪些工作？八、导游员应当如何做好购物服务？九、旅游团结束本地游览，地陪送行前的业务工作有哪些？十、全陪的地位和作用是什么？全陪导游上团前要做好哪些物质准备？十一、全陪导游在上团前要了解和掌握该团的哪些情况？十二、全陪在“各站服务”时主要工作内容是什么？十三、什么是散客旅游？散客旅游与团队旅游有哪些区别？十四、导游人员应在游客心目中树立什么样的形象？树立良好形象的途径是什么？十五、导游人员怎样才能接待好高龄旅游者？十六、导游人员怎样做好对儿童旅游者的接待工作？十七、导游员怎样做好对有特殊身份和地位旅游者的接待工作？十八、导游服务集体是如何组成的？怎样处理好导游服务集体的关系？十九、对餐饮方面个别要求的处理1、一游客提出吃素食，导游员应如何对待？2、一游客认为旅游团饭菜不合口味，要求单独用餐，这时导游员应如何处理？二十、对住房方面个别要求的处理：1、游客要换住高于合同标准的房间，导游员应如何处理？2、住双人间的一名游客因与同住的另一位游客在生活习惯上不同而要求住单人间时，导游员应如何对待？二十一、对购物方面个别要求的处理：1、部分游客要求单独外出购物，导游员应如何对待？2、刘女士在香港旅游购物商店购买了全K金进口手链，离开购物点后发现戴在手腕上的手链出现斑点，顿感物品有假，要求导游员帮其退换，导游员应如何处理？二十二、游客要求自由活动时，在一般情况下导游员应当如何处理？请举例说明。
特殊问题的应变技巧
1.某旅行团在景点游览时，发现少了一个老年游客，导游人员应如何处理？答：（1）了解情况，迅速寻找。
一般是全陪、领队分头寻找，地陪带领其他游客继续游览。
（2）向当地派出所和景点管理部门求助；（3）与饭店联系，询问该游客是否已回饭店；（4）向旅行社报告；（5）做好善后工作；（6）写出事故报告；2.某旅行团中有一游客患有传染病，导游员应如何处理？答：（1）详细了解客人提供的情况及弄清患者的健康情况；（2）向旅行社领导及当地防疫、卫生检疫机关汇报；（3）如有关部门认为应对其进行防疫检查，应经领队和患者本人同意后，送患者到当地防疫站惊醒血清检验和检查；（4）如查实确患传染病，应遵照有关部门意见进行隔离或采取其他措施；（5）如患者是国外游客，应向患者及领队说明，按我国规定患者需提前出境，并帮其办理有关手续；（（6）将详细情况及处理经过以书面形式向有关方面汇报。
3.旅行团中有一个客人心脏病发作，地陪应如何处理？答：（1）若证实心脏病发作，应让病人就地平躺，头略高；让其家人取出备用药品让病人服用，以舒缓病情；（2）马上叫救护车，或送病人到最近的医院（3）通知旅行社派人协助（4）医院抢救时，导游人员应要求病人亲属在场；（5）地陪要不时去医院探望，若患者是入境团的客人，应帮助其巴黎分离签证、预定回国交通票证等事宜；（6）地陪应安排好团队其他游客的活动。
4.旅游团安排自由活动时，客人遭歹徒抢劫，作为该团导游员，要做哪几项工作？答：（1）立即报警：打电话110报案，介绍事故发生的时间、地点、经过，提供作案者的特征、受害者的姓名、团号、损失物品的名称、型号、特征等；（2）及时间向旅行社报告，请求指示；（3）安定游客情绪；（4）写出书面报告，写明案件性质，处理措施、受害者的反映及要求；(5)协助有关部门做好善后工作。
5.为了保证游客在火灾发生时能尽快疏散，导游人员在入住酒店时就要采取哪些防范措施？答：（1）熟悉饭店楼层的太平门，安全出口、安全楼梯的位置及安全转移路线，并向游客介绍；（2）应牢记火警电话（119），掌握领队和游客所住房间的号码。
导游资格证考试面试试题-导游规范与应变能力问题
导游资格证考试面试试题-导游规范与应变能力问题1、按原定计划导游员没接到客人怎么办？(导游员按原定计划准时到达约定地点迎接一批乘机抵达的客人，但却没有接到。
导游员应该怎么办？)2、旅行团早于导游员抵达接站地点怎么办？(导游员突然接到“计划变更通知”，立即赶到车站去迎接一个旅游团，当他抵达车站时，该团已在车站外等候多时。
因遭到如此冷遇，客人非常不高兴。
导游员应该怎么办？)3、旅行团推迟抵达怎么办？(地陪导游员正准备按计划去接团，突然接到全陪导游员的电话：该团推迟到第二天晚饭前抵达。
地陪应该怎么办？)4、旅游团队抵达后，领队计划与导游员计划不一致时怎么办？(有一国外旅游团抵中国后，领队发现他的旅游计划与我方接待社的旅游计划有明显差异。
导游员应该怎么处理？)5、旅行团抵达后，有客人行李未到怎么办？(有三个旅行团同时进住某饭店后，惟有A 团一位客人的行李未送进房间，地陪导游员该如何寻找这件行李？)6、如何对待旅游团中有特殊身份和地位的人？(在接待中，导游员发现团队中的某位客人是一位地位、身份特殊的人物。
导游员应该如何对待这位客人？)7、机票紧张时，想让客人提前离开所在地怎么办？(在旅游旺季，因机票紧张，旅行社不得不安排一旅行团乘加班机提前离开某地。
在这种情况下，导游员应该怎么做才能使客人谅解？)8、由于卧铺紧张安排旅游团推迟离开所在地时怎么办？(因没有拿到预订的卧铺车票，某个旅游团不得不推迟一天离开某地。
遇到这种情况，导游员应该如何做好工作？)9、旅行团将要乘坐的班机临时晚点怎么办？10、导游员送站时才发现原定软卧车票改变为硬卧车票，该怎么办？11、怎样接待“旅途中已多次遭遇不快的旅行团”？12、如有游客愿意自付费用住一单间，从而产生原来房间安排中的自然差房费怎么办？(一个18 人旅行团，因出现自然差（单男单女旅客）而需要住房10 间，而一位女士提出愿付费住一单间后，自然差便自然取消。
领队要求导游员将原自然差中的房费退还给他（她），导游员该如何处理？)13、游客提出换房间，该如何处理？14、游客遇到同住室的人睡觉打鼾，要求换房怎么办？15、客人邀请导游员外出品尝风味怎么办？(有几位旅游者单独邀请导游员到一家风味餐馆中品尝风味时，导游员应该如何办？)16、旅游团表示出对一地的餐饮强烈不满时，离开此地前有何补救措施？(一个旅游团在即将离开某地时，对该地的餐饮提出了许多意见。
导游应变能力试题及答案
导游应变能力试题及答案导游应变能力试题：1.你在旅行中遇到了一位游客因身体不适而无法继续参观的情况，请问你会如何应对？答案：我会首先询问游客的具体症状和需要，然后立即联系当地的医疗服务，如医院或诊所，并确保游客得到及时的医疗救助。
如果游客需要休息，我会安排他们回到酒店或其他适合的地方，然后跟进并提供必要的支持，如购买药物或提供其他必要的帮助。
2.在旅行中，突发天气变化导致原计划的户外活动无法进行，请问你会如何处理？答案：首先，我会及时关注天气预报，并提前做好准备，包括备用计划和其他室内活动的选择。
如果天气突然变化，我会向游客解释情况，并提供其他活动的选择，如参观博物馆、艺术展览或购物中心。
我会确保游客的安全，并尽力满足他们的需求和兴趣。
3.一位游客在旅行中丢失了钱包，请问你会如何帮助他？答案：我会首先向游客表示同情，并提醒他保持冷静。
然后，我会协助游客报警，并与当地警察合作，提供必要的信息和协助。
我会向游客建议他们尽快联系银行挂失信用卡，并提供当地银行的联系方式。
在等待警方调查期间，我会向游客提供必要的资金和帮助，比如提供临时的旅行证件、帮助购买必需品等。
4.一位游客在旅行中与其他游客发生争执，请问你会如何处理？答案：我会立即介入并尽力平息争执。
我会先分别听取双方的陈述，并尽量保持客观和公正的立场。
然后，我会尝试与双方沟通，了解彼此的需求和意愿，并寻找解决问题的方法。
如果需要，我会建议双方暂时分开，避免进一步的冲突，并在情况缓和后再进行调解。
5.在旅行中，一位游客因个人原因无法按时参加行程，请问你会如何应对？答案：我会与游客进行沟通，了解他们的具体原因和需求。
如果情况允许，我会尝试调整行程，以满足游客的需求和时间安排。
如果调整行程不可行，我会建议游客自行参加后续行程，然后尽力提供其他帮助和支持，如提供相关资讯、安排交通和住宿等。
英语导游证考试-面试-特殊问题的应变技巧
特殊问题回答技巧1What should the tour guides do when they discovered that an old man is missing while the group is sightseeing in a tourist resort?(1) In this case ,the tour guides should first try to find out when and where he was missing and then the national guides and the tour escort should look for him separately ,while the rest of the group should follow the local guide to proceed with the your .(2) If they failed to find him, they should apply to the nearby police station and to his management of the tourist resort for help.(3) In the meantime, they should call up the hotel to find out if the man has been back there.(4) If not, they should phone to report the case to the local travel service and….(5) (They) should be prepared to deal with possible problems arising from the event.(6) Finally, they should write out a report on the event.2. What should the tour guides do if someone in the group is suspected of suffering from an infectious disease?(1) In this case, the tour guide must first try to find out the details of the patient’s condition.(2) And then, he should report the case to the local travel service and then to the quarantine and epidemic prevention departments.(3) If they consider it necessary to do epidemiological examination, the tour guide should talk over the matter with the tour leader and persuade the patient to have his health checked and his blood serum tested.(4) If the patient is proved to be infected with contagious disease, he must be isolated for treatment or other measures will be taken according to the requirements of the departments concerned.(5) If the patient is a foreigner, he would be required to leave the country ahead of schedule. In this case, the tour guides must help him with the exit formalities.(6) After the event, the tour guide should submit a written report to departments concerned, stating clear the details of the case and measures taken.3. What should the tour guides do in case a tourist in the group suddenly had a heart attack?(1) If the tourist is surely suffering from heart attack, the tour guide should immediately help him lie down on his head cushioned to rise a bit, and ask his family member to feed him with first-aid medicine he has brought with him so that his condition may improve.(2) Then, the tour guide should call an ambulance to help or take the patient to the nearby hospital for treatment.(3) In the meantime, he should ask the local travel service to send someone to help.(4) When rescue rearmament is in process, the local guide should ask the patient’s family member to stay in the hospital.(5) While the patient is staying in the hospital ,the local guide should often come to visit .It the patient is a member of a foreign group ,he should help him with such things as separating his visa from the group’s collective visa, going through the formalities for leaving th e hospital after his recovery and booking his home-bound transport ticket etc.(6) Also, he must make good arrangements for sightseeing for the rest of the group.4. What must the tour guide do if, by any chance, the tourists were robbed when they were ontheir own?In this case, the tour guide must do the following things:(1) To dial 110 immediately to report the case to the police, stating clear the facts of the case, including when, where and how the robbery was, the features and appearance of the robbers, the names of the tourists and the tourists group, and the distinctive marks of the robbed articles.(2) To report the case to the local travel service for directions.(3) To pacify the tourists to proceed with the tour(4) To write out a report ,stating clear the nature of the case ,emergency measures taken and the opinions and demands of the victims(5) To assist departments concerned to deal with problems arising from the event5. What precautions should the tour guide take when the group has just checked in at the hotel in order that, in case of fire, the tourists may quickly escape with their life?In order that, in case of fire, the tourists may quickly escape danger,(1) The tour guide must try and get to know beforehand the route of fire escape and locations of the fire exit and emergency staircase(2) He should bear in mind the fire emergency telephone number (119) and keep ready at hand the room number of the tour escort and all other tourists of the group.6. Supposing the hotel suddenly caught fire and the fire scene is 2 stories below the floor where a tourist group is staying .In these circumstances, how should the tour guide of the group direct the tourists to save themselves?At this critical moment, the tour guide must keep calm to make a sober judgment of the situation .The basic point of first importance is that, in case of fire, people must not try to escape by taking the elector and in no case should they leap down from height up the building.(1) If people caught fire on their clothes, they can roll on the floor or slap their bodies with heavy clothing to put out the fire.(2) When people must pass through dense smoke areas, they must wrap their bodies and cover their mouths and noses with wet clothes and creep forward along the walls.(3) If the room door is blocked by fire and people can not run away, they must stop up the chinks of the door with soaked clothes or bedding and splash water to lower the temperature.(4) At the same time ,they must wave colorful clothes out of the window to call for help7 .What should the tours guide do if, by any chance, the tourists are poisoned by foot?In case the tourists suffer food-poisoning…(1) Tour guide should tell the tourists to drink plenty of water and try to make them vomit so as toeliminate the toxins from their intestines.(2) Must take them immediately to the hospital for emergency treatment and ask the doctor for amedical certificate.(3) He meantime, he should report the case to the local travel service to fix responsibility on therestaurant.8 .The tourists of a group requested some time before meal that the Western-food meal reservedfor them should be changed to a Chinese-food meal .What should the local guide do inanswer to their request?(1)If their request (for substitution of Chinese food for Western food) was made 3 hours before themeal, the local guide should approach the restaurant and try to meet their requirement as far as possible.(2)If they asked for the change just before the meal, the local guide usually could refuse but must tellthem why it could not be changed.(3)If they still insisted in making the change, the local guide could suggest that they order the mealthemselves at their own expense.4) Their request for additional dishes and beverage (in excess of the set price) could be grantedprovided they agreed to cover the extra charge.9.The local guide of a group just go to know ,when he was going through the check-in formalitiesin the hotel ,that some of the double rooms they reserved for the group had been replaced by triple rooms .How would you solve this problem if you were the local guide of the group ? (1)Lodging the tourists in triple room’s falls short of the requirements provided inn the tour contract, so,if I were the local guide of the group, I must undertake the responsibility of changing those back to double rooms.(2)First, I would take up the matter with the hotel management and request that they should try theirbest to space enough double rooms for the group .If they were not able to help, I would try other hotels nearby.(3)If all my efforts resulted in failure, I must make an apology too the tourists to seek theirunderstanding, and promise them a suitable payment to make up the difference between the double and triple rooms so as to persuade them to make do with the triple rooms(4)For further compensation and apology, I could order a better meal for them or give them somesouvenirs, and I should take care of them more attentively so that they would find satisfaction in being cordially treated10.A foreign tourist requested that the tour guide should buy something for him and have itshipped to his country .What is the proper way for the tour guide to deal with his request?In dealing with this kind of request form the tourists…(1) The tour guide should first try to find an excuse to refuse tactfully.(2) If it is hard to refuse at the insistent requests of the tourist, he should report the matter to his superior and ask for instructions.(3) Then, he must get enough money from the tourist for purchase and shipping .When shipping is made, he should mail the original copies of the consignment bill and the receipt of purchase to the tourist while keeping the duplicates for future.11. What can the tour guide do to prevent the tourists getting sick?To ensure that the tourists will not get sick, the following precautions are necessary:(1) When planning the sightseeing program for the group, the age and physical constitutions of the majority of the group members must be taken into account and margins of time must be left for relaxation as well as for sightseeing.(2) Sometimes, the tour guide’s advice against drinking the unboiled tab water in the hotel rooms and buying food from street peddlers is necessary.(3) In changeable weather, the tour guide should often announce weather forecasts for the next day so that the tourists may choose to dress themselves accordingly or bring an umbrella with them in a rainy day .AT dry season; drinking more water and eating more fruit are also advisable.12. A tourists group scheduled to arrive this morning is reposted to be delayed till tomorrowbefore dinner and so the time of its stay in the local city will be short ended by one and a half days .What should the local guide do to cope with the change?(1)In this case, the local guide must, first of all, notify people concerned to cancel earlier arrangements offmeals and hotel accommodations for today and …(2)Reconfirm the reservations of meals and hotel accommodations for tomorrow and the transport ticketsfor the next destination.(3)The sightseeing program for the group must also be altered accord kingly .While the tourist resort ofless importance can be skipped over ,those of major importance must be retained.(4)If time is too short, priority must be given to the tourist resorts that are typical of the local features.13、Sometimes a travel service would have no alternative but put a tourist group on an extra flightto leave ahead of schedule because there is a shortage of space on the regular flight .Under these circumstances, how can the local guide manage to get understandings from the tourists?(1) In these circumstances, the local guide should first talk over the matter with the national guide and tour escort and try to get cooperation and support from them.(2) In the meantime, he should find out the persons of great influence in the group and try to talk them into consent.(3) Then, he should honestly announce the real situation to the tourists and sincerely apologize for the change so as ask for their forgiveness and understandings.(4) For further apologies, a substantial compensation could be made if necessary.(5) Besides, the local guide must make full use of fulfilling the scheduled sightseeing program.14、As the road to the tourist resort is impassable, a tourist group has to cancel its one-day tour to the place and this has made the tourists feel quite unhappy. How can the local guide solve this problem?(1)The local guide must arrange anther activity as a substitute.(2)He should try his best to arouse people’s interest in the new arrangement with his eloquent and interesting speech.(3)He should ask the national guide to report the matter to the tour organizer travel service for a final decision.15、Supporting that ,when you get to the train station ,the tourists group you are meet has been waiting there for a long time ;the tourists are very unhappy about waiting and the tour escort also blame you for being late .What would you do in this case if you were the local guide of the group?(1)In this case, I must make an apology to the tour escort, the national guide and all the tourists for my coming late.(2)I must tell them the true reason why I was delayed and assure them of my sincerity to do a good job for the group.(3)To make amends for my error, I should make full use off the time to fulfill the sightseeing program so as to get understandings from the tourists.(4)And, if necessary, I should give them a substantial compensation.16 A tourist in the group told you that he didn’t want to share a room with others and asked for a separate room for his own. How would you solve the problem?●In this case I must first try to find out why the tourist made the request. If the reason is that thetwo-room mate were not getting a good well with each other, I would ask the tour escort to mediate between them or try to help them ask the escort to opinions or in habits and customs, I would ask the tour escort to mediate between them or try to help them exchange rooms with somebody else in the group.●If the tour escort failed to settle the problem, I can ask for an extra single room from the hotelprovides it’s available. But, I must make it clean to that tourist beforehand that he should pay for it because the general rule is that person who asks for should pay.17What must the tour guide do in case the group has failed to catch the flight?In case the group has flight, the tour guide must do the following:● He must report the matter immediately to the leaders of his travel service to ask for help.● He must consult the airline and try to arrange another flight for the group to leave tat an earliest possible time.● He must have the meals, hotel accommodations and sightseeing well arranged for the tourist while they are detained so as relieve them from anxiety.● Then, he must inform the travel service in the next destination city so that they may alter tour program for the group accordingly.● And, of cause, he must write out a report to find out the cause of the event and to ascertain where responsibility lies so that the wrong –doer should answer for the losses incurred.18What should the local guide do if a Chinese American (an American citizen of Chinese origin) lost his passport while the group is sightseeing in Guangzhou?In this case, the local guide must help him apply him for a new American passport and a new visa to China. The expense incurred from this must be borne by the person concerned.● To help him apply for a new American the local guide must first get a certification of loss from the local travel service and ask the tourist to get his photo ready for use.● With the certificate of loss from the Guangzhou Public Security Bureau and ask the case to the for an official of loss● With the certificate of loss from the Guangzhou Public Security Bureau, the tourist should go to America Consulate in Guangzhou to apply for a new American passport.19. What should the tour guide do if an American Chinese lost his passport while the group is sightseeing in Guangzhou?In this case, the local guide must help him apply for a new Chinese passport and a new visa to the United States.●To apply for a new Chinese passport, the tourist must first get his photos ready for use.●And the local guide must get a certificate of loss from his travel service.●With the certificate of loss form the travel service, the tourist must go personally to the Publish Security Bureau of Guangzhou Province to report the loss and apply for a new Chinese passport.●Then, with the new passport, the tourist should apply to the American Consulate in Guangzhou for an entry visa to the US.20. A native Chinese in a tourist group lost his identity card and the group is going to travel by plane. What should the tour guide do to deal with the case?●The tour guide should first ask the local service to write out a letter of certification to prove the loss.●With the letter of written by the local travel service, the tourist must personal report to will be settled after the tour according to the stipulations of the tour contract. the local publish●The local public security bureau will verify the case and issue a certificate to prove his identity.●If he failed to get the certificate from the public security bureau , the tour guide should arrange for him to travel fares should be paid by the said tourist and final accounts21 When a foreign tourist group arrived in the airport in China, a tourist in the group discovered that his luggage was missing. What should the local guide do to help him?●In case, the local guide should take the tourist to the Lost Luggage Registration Office of the airport to report and register the loss.●While the grope is vesting the local city, the local guide should often call the airport to inquire about the result of their search for the luggage.●When the luggage is not found for the moment, the local guide should help the tourist to buy the daily necessities.●If eventually they give it up for lost, the local guide should help the tourist to claim compensation from the airline.22. What should the tour guide do if the tourists are greatly discontented with the meals they have been served during their stay in a city?●The tour guide should earnestly listen to and write down the opinion and complaints of the tourists.●And report the matter to the local travel service and the hotel or restaurants so that they would make important or take possible remedial to apologize to the tourist.●Also, he should make a study of people’s like and dislike.23. What should the national guide do to take care of the tourists who are liable to carsickness, airsickness or seasickness?●To take good care of the tourists who are liable to carsickness, airsickness or seasickness, the national guide should warm them not to eat too much before traveling. He should remind them to take a right dose before carsickness preventive, but must warm them of the contradictions of the drug because much carsickness is harmful to health.●When assigning seats on the bus or plane, that less shaky position should be reserved for them.●When the group is traveling long distance by plane or train, the national guide should ask the attendant to help look after them.24. What should the tour guide do if a tourist in the group fainted away for heatstroke?●If a tourist in the group fainted away for heatstroke, the tour guide should help him lie down on his back at a cool and shady place and unbutton his collar and loosen his waist-belt.●Then he should feed him some salted drinks and heatstroke preventive if they are available●When the painter condition is still serious, he can just let him sit or lie down to rest for a while.●But if his condition is very serious, he must be taken to the hospital.25. What should the tour guide advise the tourists to do in order that they would be safe from harm or attack while they are staying in the hotel?To ensure that the tourists are safe from harm or attack wile they are in the hotel, the tour guide should advise the tourists.●That they must lodge their valuables in the safes of hotel instead of carrying them in their person or just leaving them about in the hotel room.●And that they should always leaves their doors fastened when doing in and out of their rooms and must not allow strangers or people who claim to be hotel workers to come into their rooms, especially at night.●In addition, the tour guide should advise the tourists against changing their money with private money-changers so that they should not be fooled and cheated by evil people.26. A local guide follows the original schedule and got to the airport in time to meet the group. However, when the plane came in, the gro pe didn’t turn up. What should he do now?●He should immediately try to get in touch with people in his office to find out the reason.●If the grope is delayed for only a short time, he should keep on waiting in the airport.●If it is delayed for a long time, he must work out a new sightseeing program for the group according to the arrangement of the departments concerned.27 A local guide had taken over a group at the air port but ，when they arrived at the hotel ，he discovered that he had taken a wrong group。
导游考试面试宝典：导游应变处理50问
1.游客要求加菜，该如何处理？答：（1）向客人说明超过合同规定尺度的费用应由要求者现付；（2）协助客人与餐厅联系，尽量满足要求；（3）若不能知足，应向客人说明原因，表示歉意。
2．离站时，旅行团乘坐的班机晚点，该如何处理？答：（1）问明原因及确实起飞时间，并向客人解释；（2）若晚点时间不长，可依据客人情况，就地组织一些合适的活动；（3）如耽搁时间较长，组织游客配合航空公司的安排；（4）通知下一站旅行社做好变革接待事宜。
3．一旦发生误机事变，该如何处理？答：（1）及时向旅行社引导及有关部分讲演并恳求协助，部署游客尽快离开本站；（2）稳定旅游者的情绪，安排好食宿、游览事宜；（3）及时通知下一站，对日程作相应的调整；（4）向旅游者赔礼道歉；（5）写事故呈文，查清事故的原因和义务。
4．旅游途中发生交通壅塞，该如何处理？答：（1）与司机磋商，估量恢复交通的时间和离目的地的间隔，可能的话绕道行驶或步行前往；（2）若梗阻时间很长，立刻请示领导，在凑近目的地那头派车来接旅游团；（3）做好旅游团全部成员的安抚工作。
5．游客要求调换房间，该如何处理？答：（1）问明游客调换房间的起因，如属房间品质问题，应积极与饭店协商给予更换；（2）如因游客各自生活习惯问题，可请领队帮忙在旅游团内部进行调剂；（3）若无奈，应做好耐烦过细的解释工作，或者与饭店联系另增添住房，但要向提出换房的游客讲明白，换住房间的用度要自理。
6．因灾害，旅游团被困野外，应怎样处理？答：（1）导游人员首先要保持冷静，稳固全体游客情感；（2）迅速报告灾难现场的地域位置，并确认天然灾祸种别；（3）立刻向接团社和现场有关治理部门报告并请求救援；（4）组织全体游客自救。
7．游客要求延伸住店时间，该如何处理？答：（1）可先与饭店联系，若饭店有空房间，可满足其要求，但延长期内的房费由游客自付；（2）如原住饭店不空房，导游人员可帮助联系其余饭店，房费由游客自理。
8.游客由于室友睡觉打鼾要求换房,该如何处理?答：（1）首先应请领队在团内进行调整；（2）调整不成时，可与饭店联系解决；（3）若重开单间，应当时说明房费应由提出要求者自付。
导游特殊问题处理及应变能力问题
导游特殊问题处理及应变能力问题————————————————————————————————作者：————————————————————————————————日期:导游特殊问题处理及应变能力问题.txt师太,你是我心中的魔，贫僧离你越近，就离佛越远……初中的体育老师说:谁敢再穿裙子上我的课，就罚她倒立。
导游特殊问题处理及应变能力问题1、由于客观原因，旅游团要提前离开某地。
地陪导游员应做好哪些工作？(l）尽量抓紧时间，将计划内的参观游览安排完成。
若有困难，地陪应有应变计划，突出本地最具代表性。
最具特色的旅游景点,使旅游者对本地旅游景观有一个基本的了解；（2）向旅行社报告与饭店车队联系,及时办理退房、退餐。
退车事宜。
（3）及时通知下一站，做好变更接待计划安排。
2、地陪导游员应如何防止漏接事件发生，(l）认真阅读接待计划,对旅游团抵达的日期、时间和接站地点等要亲自核实清楚;（２）核实交通工具到达的准确时间。
(3)提前半小时到达接站地点,等候团队的到来。
3、地陪按计划和预定时间到机场接一个日本旅游团，可是没有接到这个团。
你做为地陪应如何处理（l）立即与旅行社联系，查明原因；（2)如果推迟时间不长,地陪可留在机场等候。
(3)如果推迟时间较长,地陪应按旅行处的安排、重新落实接待事宜。
4、如果发生了错接事故,应如何办理?如果错接发生在同一家旅行社接待的两个旅行团时，经旅行社同意,地配可不再交换旅游团,但全陪应交换旅游团,并向游客致歉,如果错接的是另一家旅行社的团时,地陪和全陪应立即向旅行社汇报，设法尽快交换旅游团,并向旅游者说明情况并致歉。
5、何谓误机事故?应怎样处理？由于某种原因或旅行社工作失误造成旅行团没有按原定班次离开本地区而导致暂时性的滞留叫误机。
游客乘近班次离开本站或者采取包机和其他交通工具前往下一站。
６、如何防止设机事故发生？(1）地陪和全陪应提前做好离站交通票据的落实工作，核对并确认日期、班次、时间。
关于旅行社导游招聘面试试题大全
关于旅行社导游招聘面试试题大全一、基础知识考查1、请简要介绍一下您所了解的旅游行业的发展趋势。
2、您能说出几个国内外著名的旅游景点，并简要介绍其特色吗？3、请列举至少三个不同类型的旅游资源，并说明它们的特点和吸引力。
二、专业技能测试1、假设您带领一个旅游团在国外旅游，遇到了一位游客突发疾病，您会如何处理？2、在旅游过程中，遇到恶劣天气导致行程受阻，您会怎样与游客沟通并调整行程安排？3、如果游客对住宿条件不满意，提出更换酒店，您会如何解决？三、沟通能力评估1、请讲述一次您成功解决游客之间矛盾的经历，您采取了哪些措施？2、当游客对您的讲解提出质疑时，您会如何回应？3、假如遇到一位性格孤僻、不太愿意与他人交流的游客，您会怎样与其建立良好的关系？四、服务意识考察1、在旅游过程中，有游客丢失了重要物品，您会如何帮助寻找和处理？2、如果有游客提出了超出合同范围的特殊需求，您会如何对待？3、请谈谈您对“顾客至上”服务理念的理解，并举例说明如何在工作中体现这一理念。
五、应变能力检验1、旅行途中，遇到当地的突发社会事件（如罢工、游行等），您会如何保障游客的安全和行程的顺利进行？2、若在旅游景点遇到门票售罄的情况，您会如何处理？3、当旅游团中的部分游客要求自由活动，而另一部分游客希望按照原计划集体行动时，您会如何协调？六、文化素养测试1、请谈谈您对不同国家和地区文化差异的理解，以及在导游工作中如何尊重和应对这些差异。
2、对于一些具有深厚历史文化底蕴的景点，您会如何进行生动有趣的讲解，让游客更好地理解其内涵？3、请列举至少三个您所了解的不同国家或地区的风俗习惯，并说明在导游工作中需要注意的事项。
七、团队协作能力评估1、请讲述一次您与同事共同完成一项困难任务的经历，您在其中扮演了怎样的角色？2、在团队工作中，如果您与同事产生了意见分歧，您会如何处理？3、假设您需要与其他导游共同带领一个大型旅游团，您会如何分工合作，确保团队的高效运作？八、语言能力考查1、请用英语进行一段简单的自我介绍，并介绍一个您喜欢的旅游景点。
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2012年导游考试口试：特殊问题应变技巧60题1．在景点游览时，发现少了一个老年游客，导游应如何处理？答：（1）了解情况，迅速寻找。
一般是全陪、领队分头寻找，地陪带领其他旅游者继续游览。
（2）向当地派出所、和景点管理部门求助。
（3）与饭店联系，询问该游客是否已回饭店。
（4）向旅行社报告。
（5）做好善后工作。
（6）写出事故报告。
2．某旅行团中有以游客患有传染病，导游员应如何处理？答：（1）详细了解客人提供的情况及弄清患者的健康情况（2）想旅行社领导及当地防疫、卫生检疫机关汇报（3）如有关部门认为应对其进行防疫检查，应经领队和患者本人同意后，送患者到当地防疫站进行血清检验和检查（4）如查实确患传染病，应遵照有关部门意见进行隔离或采取其它措施（5）如患者是国外游客，应向患者及领队说明，按我国规定患者需提前出镜，并帮其办理有关手续（6）将详细情况及处理经过以书面形式向有关方面汇报3．旅行团中有一个客人心脏病发作，地陪应如何处理？答：（1）若证实是心脏病发作，应让病人就地平躺，头略高；让其家人取出备用药品让病人服用，以舒缓病情（2）马上叫救护车，或送病人到最近的医院；（3）通知旅行社派人协助（4）医院抢救时，导游人员应要求病人亲属在场（5）地陪要不时区医院探病，若患者是入境团的病人，应帮助其办理分离签证、预定回国交通票证等事宜（6）地陪应安排好团队其他游客的活动4．旅行团安排自由活动时，客人遭歹徒抢劫，作为该团导游员，要做哪几项工作？答：（1）立刻报警：打电话110报案，介绍事故发生的时间、地点、经过，提供作案者的特征、受害者的姓名，团号，损失物品的名称、型号、特征等（2）及时向旅行社报告，请求指示（3）安定游客情绪（4）写出书面报告，写明案件性质，处理措施，受害者的反应及要求（5）协助有关部门做好善后工作5．为保证旅游者在火灾发生时能尽快疏散，导游人员在入住酒店时就要做好哪些预备工作？答：（1）熟悉饭店楼层的太平门、安全出口、安全楼梯的位置及安全转移的路线，并向旅游者介绍；（2）应牢记火警电话（119），掌握领队和旅游者所住房间的号码。
6. 旅行团发生食物中毒事故时，导游人员应如何处理？答：（1）设法为中毒者催吐并让其多喝水排解毒性（2）尽快将患者送医院抢救，请医生开具诊断证明（3）报告地接社，追究餐厅责任7．作为导游员应如何防止团队发生食物中毒事故？答：（1）必须安排在旅游团在定点餐厅用餐；（2）提醒旅游者不要在小摊购买食物；（3）用餐时，发现食物不卫生、变质应立即更换。
8．旅游团的客人临时提出将原订的西餐换成中餐，地陪应怎样处理？答：（1）如旅游团在用餐前3小时提出换餐要求，地陪要尽量与餐厅联系，按有关规定办理；（2）接近用餐时提出换餐，一般不应接受要求，但导游人员应做好解释工作；（3）若旅游者坚持换餐，导游人员可建议他们自己点菜，费用自理；（4）旅游者要求加菜、加饮料等，应予以满足，但费用自理。
9．地陪在为团队办理入住手续时才发现，原来预定的部分标准双人房被三人房取代，如果你是该团地陪，应如何处理？答：（1）向客人提供的三人房，虽然床位没有减少，但实际是低于旅游协议中规定的双人房标准，地接社应负责予以调换（2）地陪应向酒店交涉，要求换回双人房，若本酒店没有，应考虑临近酒店（3）如确有困难，则应向游客说明，请求谅解，并给予差额补偿（4）说服客人入住，并在事后给予物质补偿（如加酒水、加菜、送纪念品）和精神补偿10.旅游团飞抵某城市后，部分客人听说晚上有地下歌舞团的艳舞表演，要求导演带团前往观看，你是全陪，讲会怎么处理？答：（1）应该断然拒绝，并严肃指出：根据我国的法规（《娱乐场所管理条例》），色情表演在我国是违法的。
导游人员带邻观看这种演出属严重违反行业法规和所在单位纪律的行为。
（2）介绍我国的传统观念和道德风貌，建议客人参加高品位的、健康的消遣活动。
（3）如果客人不听劝谕而要自行前往观看，导游人员则要向其声明：客人应对自身的行为及可能招致的麻烦承担责任。
11. 一位外国游客委托导游员有货时购买并代表托运回国。
导游员将如何处理这类要求？答：（1）一般应该婉言拒绝；（2）推托不了，要请示邻导；（3）认真办理委托事宜：向客人收取足够钱款，购买并托运；事后将发票、托运单、托运费收据寄给英国客人；旅行社保存复印件，以备查验。
12．导游人员应采取什么措施，预防旅游者患病？答：（1）导游人员要认真分析团队情况，视多数人的年龄、身体状况周密安排行程；要注意有张有弛；（2）提醒旅游者：注意饮食卫生，不喝生水、不洁的水；（3）做好天气预报：提醒旅游者根据天气变化增减衣服或带雨具。
干燥季节多喝水、吃水果等。
13. 一个原定今天上午到达这里的旅游团，因故改为明天晚饭前抵达，晚来了一天多，行程也缩短了。
地陪应该这样做？答：（1）地陪应首先通知有关接待单位退掉今日的食宿；（2）预订安排明天的食宿及交通；（3）重新制定该团在当地的日程及安排，尽量保留原定的主要游览项目；（4）若时间太紧，应优先安排最具有代表性、最具有特色的旅游景点。
14. 因机票紧张，旅行社不得不安排旅行团乘坐加班机提早离开本地，行程缩短了，在这种情况下，地陪应怎样做才能使客人谅解？答：（1）先争取全陪与邻队的配合，取得一致意见；（2）做好团中有影响力的旅游者的工作；（3）如实向旅游者说明情况，诚恳道歉以求得谅解；（4）适当地给予物质补偿：（5）利用有限时间安排客人参观计划内的景点。
15．因道路不通，旅行社被迫取消前往某地的游览行程，客人非常沮丧，地陪应怎样处理？答：（1）要安排另一活动替代；（2）要以精彩的介绍、新奇的内容和最佳的安排激起旅游者的游兴；（3）请全陪报告组团社并作出决定。
16. 当你抵达车站时，你要接的旅行团已在车站外等候多时，客人非常不高兴，邻队也埋怨你漏接。
作为地陪，你应如何处理？答：（1）应及时向邻队、全陪及客人赔礼道歉；（2）实事求是地说明情况，表示自己要做好导游工作的诚意；（3）采取弥补措施，努力完成接待计划，取得旅游者的谅解；（4）必要时，酌情给予旅游者一定的物质补偿。
17．团队中有一客人提出，不愿与别人住双人房，要求单独住宿。
你将怎样合理处置？答：（1）如该客人是因与同房旅游者闹矛盾或生活习惯不同而要求住单间，导游人员应请领队调解或在内部调整；（2）若调解、调配不成，酒店如有空房可满足其要求；但导游人员须事先说明，房费由旅游者自理（一般是谁提出住单间谁付房费）。
18．旅游团到达拉萨后，一客人因高原反应强烈而无法继续旅游，提出要退团飞回成都。
作为全陪应怎样处理？答：（1）立即将其送往医院治疗，舒缓症状；（2）报告组团社并与地接社协商后可以满足其中途退团的要求；（3）委托地接社为患者办理最近期的航班机票；（4）至于其未享受的综合服务费，按旅游协议书规定，或部分退还，或不予退还。
19．旅行团乘火车旅游时，有旅客因在中途站下车购物或照相而未能赶上火车，导游员应该怎么办？答：（1）迅速与列车长联系，讲明情况并请求协助（2）将该游客的姓名和特征。
本旅游团的名称及下一目的地城市接待社名称、所住饭店名称及电话等通知客人逗留的车站，请求帮助寻找并安排客人乘下趟车赶赴目的地会合。
（3）若担心客人的能力，可让该停车站协助安排该客人在车站等候，让全陪在前方停车站下车返回去接客人（4）接到客人后要表示高兴，可提醒其以后注意，但不应过分责怪20．一旦发生误机事故，导游人员应如何处理？答：（1）导游人员应立即向旅行社领导及有关部门报告，请求协助；（2）尽快与机场联系，安排游客尽快离开本站；（3）稳定旅游者的情绪，安排好食宿、游览等事宜；（4）及时通知下一站，对日程作相应的调整；（5）向旅游者赔礼道歉；（6）写出事故报告，查清事故的原因和责任，责任者应承担经济损失。
21．如游客在参过点又看是，遭歹徒抢劫，导游员应怎么做？答：（1）首先应挺身而出，保护游客（2）尽快安定游客情绪，努力使旅游活动照常进行下去（3）迅速报警，协助报案。
事后应写出详细的书面报告。
22. 某旅游团在广州游览时，团内一位美籍华人不慎丢失了自己的证件，经多方寻找仍无下落。
作为地陪，你应当如何处理？答：要协助失主补办护照及签证，所需费用由旅游者自理。
程序是：（1）先由旅行社出具遗失证明，并让失主准备照片；（2）由失主本人持证明去广州市公安局（外国人出入境管理处）报失并出具证明；（3）持公安局的证明去美国驻广州邻事馆，申请补办美国护照；（4）邻到新护照后，再去广州市公安局办理中国签证。
23某旅游团在广州游览时，团中一位美国华侨不慎丢失了自己的证件，经多方寻找仍无下落。
作为地陪，你应当如何协助他补办护照和签证？答：（1）失主准备照片；（2）当地接待社开具遗失证明；（3）失主持遗失证明到广东省公安局厅报失并申请办理中国护照；（4）新护照到广州美国邻事馆办理美国入境签证。
24．旅游团中有一名国内客人在旅游期间不慎丢失了自己的身份证，而该团须乘飞机旅行，导游人员应如何处理此事？答：（1）由当地旅行社出具遗失证明；（2）失主本人持证明到当地公安局报失并要求开具身份证明；（3）如无法办理身份证明文件，则安排该客回程改乘其它交通工具，交通费用由该客自付，旅游结束后再依协议书或有关规定合理结算。
25．导游员送团时才发现原定的软卧车票改为硬卧车票，他该怎么处理？答：（1）迅速与有关票务人员联系，弄清情况（2）若属责任事故，应尽可能纠正和弥补（3）若属临时变更而未来得及通知，应首先将情况告知全陪、领队及团中有身份或有威望的游客，求得他们谅解（4）让领队协助向客人解释，导游员则应诚恳向客人道歉，并赠送礼品以示歉意（5）退还软、硬卧差价26．一位外国客人的行李在来华途中不慎丢失，在到达我国机场时才发觉，地陪应如何去帮助处理？答：（1）带失主到机场失物登记处，办理行李丢失和认领手续；（2）在本地游览期间，地陪要不时打电话询问寻找行李情况；（3）一时找不回行李，要协助失主购置必要的生活用品；（4）若行李确系丢失，应协助失主向有关航空公司索赔。
27. 某入境团中有几位游客不但在旅游车上传阅宗教刊物，而且向景点中的其他游客派发此类宣传品。
导游人员应采取什么措施？答：旅游者若在中国散发宗教宣传品，导游人员一定要予以劝阻，并向其宣传中国的宗教政策，指出不经我国宗教团体邀请和允许，外国人不得在我国布道、主持宗教活动和散发宗教宣传品。
处理这类事件要注意政策界限和方式方法，但对不听劝告并要明显破坏获得者，应迅速报告，由司法、公安有关部门处理。
28．旅游团中一位来自台湾客人发现自己的旅行证明不见了。
作为地陪，你应如何处理？答：由地接社出具证明，让失主携带证明其身份的证件、资料及照片，向遗失地的市级公安局出入境签证处报失，核实后发给一次性有效的出入境通行证。