旅游英语接待与送别旅客PPT优秀课件

TourismEnglishUnit1MeetingonArrival&SeeingoffonDepartureLectureTimeAssignedPARTMODULESCONTENTSSTUDIEDILead-inTourGuide’sgeneraltasksQuestionfordiscussionIIOralpracticeKnow-howforANational/LocalTourGuide—MeetingtheGuestsIIIWritingDraftawelcome&farewellspeechⅣHomeworkCaseProblemsLearningObjectivesGettoknowthetourguide’sprincipledutiesMasterhowtoreceivetouristsattheairportLearntowriteawelcome&farewellspeechATourGuidesomeoneassignedbyatravelservicetoorganizetoconductatriptotakecareofeverydetailofatourapersonthattheguestspayfortheconveniencefamiliarwithgeographyandhistoryofacertainarea.PartIATourGuide’sGeneraltasksA.somebasicservice---meetingandseeingoff,checkinginandcheckingout,arrangingfoodandaccommodation,providingon–tourservicepromotingoptionaltourproducts,givingtouradvice,dealingwithcomplaintsandemergencies,doingpre-tourandpost-tourjobandsonon.educators,instructorsandall-aroundexperts----history,geography,architecture,ArtandotherinterdisciplinaryknowledgeATourGuide’sGeneralTasksB:thepublicfaceofatravelagencyHelpshapethefirstimpressiontovisitors.His/Herqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyC:agoodwillcultureambassador,anunofficialspokespersonforthedestinationsworkingattheforefrontofthetravelindustryandmeetingpeoplefromallovertheworldandwithdiversebackgrounds,aguideactsastoforeignguests,facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandeliminateprejudiceagainstChinaQuestionsforDiscussionDoesatourguidehavetoperformanarrayoftasksatthesametime?Doesatourguideneedtorefertoalargesumofrelevantsourcesofinformation?Isproperdressverynecessaryforatourguide?What’sthepurposeoftalkingaboutsomelatestnews?Inhowmanyrespectsshouldaguidegetprepared?PartIIKnow-howforATourGuide—MeetingtheGuests1.Introduction2.Preparationsbeforemeetingtheguests3.Proceduresformeetingvisitorsattheairport4.Usefulsentencepatterns&situationaldialoguesIntroductionMeetingthetouristsattheairportisthefirstimportantstepthroughoutthewholereceptionintourism.Aswellbegunishalfdone,youshouldplaytheroleofatourguidewellattheverybeginning,andyoushouldbewarm-hearted,humorousandconsiderate.Theprocedureofmeetingguestsattheairportincludesfindingtheguests,greetingtheguests,countingthenumberoftheguestsandcheckingtheluggage.Then,youleadthegueststothebus.Duringthecourse,youshouldalwayswelcomethegueststoyourcityoryourcountryandaskthemforquestionsorrequests.Expressyourwillingnesstoservethemsincerelyandhonestly,andwishthemapleasantjourneyandanenjoyablestayinyourcityoryourcountry.Preparationsbeforereceivingtourgroupgroupnumber,thetourleader,thenationalguide,thechargingschedule,theplacesofaccommodation,theactivityitems,theservicestandards,specialrequirementsandsoon.(1)Befamiliarwiththereceptionplan.Theseinclude:(2)Implementofvarioustasks.ToConfirmtransportation,accommodationandallkindsofinvoices,andcontactthereceptionunits.(3)Bementallypreparedforthetour.Tobepsychologicallypreparedtofacethecomplaints,blamesandaccusationsfromcertaintourist,aswellastheemergenciesthatmayarise.(4)Prepareallthenecessaryitems,suchasthetourFlags/banners,badges,guidingmaps,etc.ThechecklistofthingsbeforemeetingguestsItineraryPassengerlists,withpersoninchargenotedBookinginformation:thehotel,coach,meals,theattractions,transportationfornextstop.Couponstotherestaurantsandattractions,tickets.ChecksorvouchersforpaymentFlagofthetravelserviceNamebadgeMeetingGuestsattheairportProcedurestoremember:Cometotheairportatleast30minutesinadvance;checkthearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgate.Arrangeluggagetransfer,walktothegate,establishameeting/waitingsiteforthegroup,andnotethelocationofthebaggageclaimarea.Receivethegroupandofferafriendlygreeting,inquireabouttheirtrip,andgivebriefbutclearinstructionsastotheimmediateprocedures.Helptouristswhentheycollecttheirluggage,andremindthemtocheckifthereisanydamage.Andthentransfertheluggagetothevehicle.Escortthetouriststotheirmotorcoach.DeliverAWelcomeSpeechUsefulExpressionsReceivingguestsattheairport:Excuseme,sir.AreyouMr.RonaldfromAmerica?Excuseme,madam,butareyouMs.LynnDavisfromAustralia?Excuseme,I’mlookingforatourgroupfromtheU.S..Theleader’snameisMaria.Goodmorning,sir,IamaguidetomeetaguestfromNewZealand.AreyouMr.Davis?Greeting:Howdoyoudo,Mr.James.Goodmorning,Mr.Smith.WelcometoChina.Nicetomeetyou,Nick.DidyouenjoyyourtripinXi’an?Howwasyourtrip?IsthisyourfirstvisittoChina?HaveyoubeentoChinabefore?HowlongwillyoustayinChina?Confirmingguestsandluggage:Couldyoutellmeifeveryoneinthegroupishere,Mr.Lynn?Iseverybodyhere,Mr.Brown?Mr.Hugo,doyouhaveallyourguestshere?Howmanypiecesofluggagedowehave?MayIhaveyourbaggagecheck,please?Movingoutoftheairport:Arewereadytogonow?Couldyoutellthegueststofollowmyflagsinceit’ssocrowdedhere?Shallwemovetothecoachnow?Ourcoachiswaitingintheparkinglot.Ourcoachnumberis54369.Pleasetrytorememberit.Therewillbe40minutesbeforewearriveatourhotel.PartIII.WritingHowtowriteaspeechGettoknowaSpeechformat(Chengdu)SampleWriteawelcome&farewellspeech四川文化产业职业学院文旅学院WelcomeSpeech致欢迎辞Don’tforgettowishthemhaveagoodtime别忘了表达祝愿Brieflyintroducehotel大致介绍入住酒店四川文化产业职业学院文旅学院Hospitality热情Requirement解说要求Patient耐心Careful细致 LinkingWords连接词Personalizedintroduction个性化介绍Humor幽默Cautions注意事项四川文化产业职业学院文旅学院第一步：表达欢迎开口第一句，说什么呢？第二步：一句话介绍成都天府之国一座来了就不想离开的城市蓉城ThelandofabundanceAcityyoudon’twanttoleaveonceyoucomeTheCityofHibiscus熊猫故乡ThePanda’sHometown欢迎来到天府之国--成都。WelcometoChengdu,thelandofabundance.PandaBowlTeaHotpot第二步：成都的记忆点提到成都，你会想到什么呢？*Hotpot*Panda*BowlTea成都的著名景点和名胜古迹有哪些呢？第二步：成都景点Mt.QingchengPandaBaseWuhouTempleDufuThatchedCottage第三步：介绍入住酒店LivingHotel：name+address+starlevelEg:Now,weareapproachingtoShangri-laHotel.It’salongthebankofJinjiangRiver.Andit’soneofbestfive-starhotelsinChengdu.Eg:Ladiesandgentlemen,pleasebringyourbelongingsandcheck-inatthereception.Eg:Watchyoursteps!第四步：表达祝愿衷心祝愿您旅途愉快！Isincerelywishyouapleasantandcomfortablestayhere.Usefulexpressions:希望您旅途愉快Ihopeyouwillenjoyyourtour.PreviewWelcomeSpeechIIEachstepshouldhavelinkingwordsGoodmorning,ladiesandgentlemen.WelcometoChengdu,thelandofabundance.1.GreetingChengduisacitywithalonghistoryandbrightculture.Thewell-knowntouristsitesyou’regoingtovisitincludingWuhouTemple,DufuThatchedCottage,Mt.QingchengandPandaBase.2.TouristSitesNow,we’reapproachingtoJinjiangHotel.It’safive-starhotel,whereyouwillstayformanydays.It’slocatedinSouthernPeopleRoad.Thehotelofferfive-starservicesbothfoodandbed.3.Hotel4.wishesIhopeyouwillenjoythetour.Oh,thecoachisfast,we’vearrivedatJinjiangHotel.Pleasetakeyourbelongingsandgetoffthecoach.Wewillcheckinthehotel.Thankyouforyourattention!知识点回顾四川文化产业职业学院文旅学院1. Next,I’dliketointroducesomethingaboutthiscity.接下来，我想要介绍一下有关这个城市的一些情况。2.There’remanyfamousscenicspotsandhistoricalsitesinChengdu.在成都有很多著名的景点和名胜古迹。3.  It’soneofthebestfour-starhotelsinthecity.它是这个城市最好的四星级酒店之一。4.Ihopeyouwillenjoyyourstaythere.我希望你能在那住得愉快。5.Wewilldoourbesttomakeyourtripmoreenjoyableandmemorable.我们将尽最大努力使你们的旅行更有趣、更难忘6.Let’sgetoffandgotothereceptiondesk.让我们下车去接待处。7.Watchyoursteps!请注意脚下。8.连接词：Now,ladiesandgentlemen,everybody9.提示词：Lookout!MayIhaveyourattention?10.序数词：Firstly,secondly,then,finally四川文化产业职业学院文旅学院怎样表达热烈地欢迎呢？PracticetimeyouwillgivethewelcomespeechtoAmericantourists.你将向美国游客致欢迎词，请准备一段不短于5分钟的英语欢迎词。四川文化产业职业学院文旅学院评分Practicetime项目分值评分标准与各项分值得分说明性知识10地点、名称、时间距、路距、特点等要素交代取材与主题20取材得当，开门见山，与题目结合好内容与信息40内容翔实，丰满、生动方法与技巧20讲解扣人心弦，善于归纳，能熟练地应用讲解方法与技巧总体印象10好，较好，一般Sample1LadiesandGentlemen,WelcometoXi’an.MynameisLinda.I’mfromXi’anChinaInternationalTravelService.I’llbeyourlocalguideduringyourstayinXi’an.NowIwouldliketointroducetoyouLiJing,yournationalguide.HewillbetravelingwithyouduringyourentiretripinChina.HeisaveryexperiencedguideandhastraveledextensivelybothinChinaandoverseas.I’msureyouwillfindhimagreathelp.ThisisMr.Yang,ourdriver.Hisbusnumberis12345.Ifyouneedanyhelp,pleasedon’thesitatetoletusknow.We’lltryourverybesttomakeyourstayapleasantone.Morethananyothercity,Xi’anoffersasplendidmicrocosmofbothmodernandtraditionalChina.Itcontainssomanysightswithinitsvicinitythatoneshortvisitisdefinitelyinsufficient.However,“halfapieceoftoastisbetterthannobreadatall.”Ihopethatyourvisittothisancientcitywillbeahappyandmemorableexperience.Thankyouall.Sample2Goodafternoon,ladiesandgentlemen,Youarewelcome.Allowmetointroducemyself.MynameisLindaWu.Wuismysurname,soyoumaycallmeXiaoWu.AndthisisMr.Liu,ourdriver,whohashad20yearsofdrivingexperience.WecomefromtheGuangzhouTravelService.Wearegladtohaveyouhere.Onbehalfofourcompanyandourcolleagues,we’dliketoextendawarmwelcometoyouall.I’llbeyourlocaltourguideduringyourfour-daytourinthiscityandwe’llbeatyourserviceatanytime.We’lldoeverythingpossibletomakeyourvisitapleasantexperience.Ifyouhaveanyproblemsorsuggestions,pleasedon’thesitatetoletusknow.WehavereservedtwosuitesandeightSuitesforyouattheWhiteSwanHotel.Itoffersthebestservicesinthiscity.Weshallmeetatthehotellobbyat7:30a.m.forourfirstvisittomorrow.Pleasedoremembertheplatenumberofourbus.Thenumberis862569.Thankyou.Wehopeyou’llenjoyyourstayinthiscity.Farewellspeech导游欢送词是导游人员在旅游者离开一地，临分别前向客人表达依依惜别之情的致辞。同欢迎词一样，致欢送词要恰到好处，感情要真挚、诚恳。欢送词应该言简意赅，不宜过长，其内容取决于具体的游览行程，但一般应该包含以下几点：回顾旅游活动，感谢大家的合作；表达友谊和惜别之情；诚恳征求旅游者对导游工作的意见和建议；导游人员可借致欢送词之际就旅游服务的不足之处向客人表示歉意；对客人所要前往的下一站作简要介绍；向客人致以良好的祝愿。LadiesandGentlemen,Iwouldliketotellyouthatithasbeenagreatpleasureformetospendthelastfewdaysasyourguide.Ihavehadtheopportunitytomeetandgettoknowyou,andwehavespentagreatdealoftimetogether.IhopeyouhaveenjoyedthesedaysasmuchasIhave.Wehavetriedtomakeyourstayhereaspleasantandasenjoyableaspossible.Wesincerelyhopethatyouhaveenjoyedbeinghereandthatonedayinthefutureyouwillreturntovisitusagain.Ifthereiseveranythingwecandotomakethispossible,pleasefeelfreetocallonus.Welookforwardtoseeingyouallagainsoon.Pleasehaveapleasantjourneyhome.ThankyouforcomingtoBeijingandforusingourtravelservice.Sample1‘CauseIknow,forthepast14days.AndIhopethatyouwillagreewithme.We’vemetsomereallytoughmuch.Imean,hehasbeenourfriend,hehasbeenourteacher,ourfather,ourbrotherandeverythingelseasyoucanthinkof.Hehasbeensoorganized.Henicknamedustheredbus,thespeedyones.Butyouknow,wewerespeedybecauseofhishelp,hisorganization,hisskillsatgettingustogetherandworkingtogether.ScriptHefoundoutourstrongpointsandhebuiltonthem.Hewasresourceful.Andeverytimeweaskaquestionforhim.Healwayshadananswer.Hegaveoffhimself.Hetoldofhispersonallife,hisparents,hisfamilyandhowhegrewup.Andhebuiltbonds,OK,atthingsthatwewillneverforget,we’llalwaysrememberthisspecialtripwithhim.ScriptBeyondthat,hewascaring,hetaughtustogowiththeflow.Onetimeheaskedus‘howdidyoulikethePekingDuckdinner?’.weallwereveryquietandsaid‘Mark,welikethechocolate,welikethebirthdaycakethebest’.Whenheaskedushowwelikethedumplings,weanswered‘weliketheShandongBeers.’sowewentwiththeflow.Hewasourgoodteacher.Butaboveandbeyond,wecanallagreeMarkdealtuswell,hetookcareofus.ScriptOurgroupwasverydemandinginthatwehadpeoplethatneedextracare.Andwecouldn’thavedonethatwithoutMark’sprioritytokeepussafe.AndIthinkthat’soneofthebestandmostdesirablethingthatwecanaskofatourguide.SoasfarasIamconcerned.HisbignamemeanTaijiMaster.Butyouknowwhat?HeistheTourGuideMaster,right?SoIstandherewithmixedfeelingbecauseIknowit’stimetosaygoodbye.ScriptButyouknowwhat?TherewillbeanexttimebecauseMarkwillalwaysliveinourheart.HetaughtusinXi’anthe24Karaoke.Hetaughtushowtoopenupourheartsandgaveupeachother.AndthesearesomememorableeventswehaveforourChinatrip.Thankyou,Mark!OnbehalfoftheHawaiiContingencygroup,we’dlikepresenttoyouasmalltokenofourappreciation.ScriptWordbankPersonnel全体人员，职员Travelagent旅行代理人Array大批，排列FIToperator国外旅游散客批发商Interdisciplinary跨学科的Inboundagent入境代理商Simultaneous同时的Ticketagent售票代理商Impair削弱Commercialagency商务旅行社Expenditure花费Cooperateprice单位团体价格Priority优先权Discountrate优惠价Civility礼貌，谦恭Commissionrate佣金率Domesticitinerary国内旅游路线Departure团组Selectroutine精选路线entryrequirement入境须知PartVI.CaseProblemsWhatcanbedoneifthetourgroupaskstochangemealsatshortnotice?Whatremedialeffortcanbemadebeforethegroupshowingstrongcomplaintsaboutthelocalfood?Whatcanbedoneifthetouristsasktochangetoabetterhotel?Howshouldtheguidedealwiththepricedifferencearisingfromtheoriginalroomarrangementafteronetouristiswillingtoliveinasingleroom?个人观点供参考，欢迎讨论