Itinerary

1 1 Discuss & Design Itinerary Briefing on the Working Procedures of Local Guide 在旅游团抵达之前，地陪通常应仔细阅读接团，了解客人的情况以及他们的要求，并据此制定出初步的行程安排。当然，一个旅游团的行程的最终决定是要跟领队或全陪商量进行的。因此，在团队入住之后，地陪应及时和领队或全陪商量次日的行程安排。在行程安排的过程中，地陪应认真听取领队或全陪的意见。在发生意见不一致的情况下，要在平等的基础上，本着客人利益至上的原则进行处理。切忌将自己的主观意见强加给别人。 Talking about the Group (A: Tour Leader; B: Local Guide) A: Hi, Joanna, nice to meet you again in Paris. I’m very glad that you are the national guide for our France Tour. B: Nice to meet you, too, Peter Wang. I’m sure we’ll have a pleasant time during your stay in France. A: Yes, I think so. B: Well, in order to make the tour run more smoothly, would you please help me know more about your group, the likes and dislikes of the members? I would very much appreciate it. A: Certainly I will do. This is what I want to do as well. B: What are their occupations? A: There are sixteen people in my group. Most of them are retired people except a newly married couple. Ten of the senior people used to be teachers and the other old men are retired engineers. As for the young couple, Mr. Mrs. Wang, the man is a lawyer and the lady is a secretary. All the members have received higher education. B: Is there any vegetarian in your group? A: Oh, yes. Mr. And Mrs Ding are vegetarians. They only eat vegetables.And Mr. And Mrs. Fang are Muslims. They are on a diet. B: Do they have any special requests about the food? A: Yes. Since most of them are elderly people. They prefer smooth and tender food. They are not used to western food. Chinese food is preferable,although they’d like to try the local food once or twice. B: I’ll remember that. Can you tell me their likes and dislikes? A: Most of them don’t want to hurry from one place to another. So it might be a good idea to arrange three or four tourist attractions for each day and leave more time for relaxation. B: I agree with you. By the way, may I take the group to a couple of souvenir shops while sightseeing? A: Just choose one or two shops, please. B: I’ll keep that in mind. With your information, I have a good idea of what kind of problems might arise during the tour. Thank you so much, Peter. I hope we’ll have a good cooperation. 2 Warm-up: A sample itinerary Changjiang River Delta 3 Questions for discussion: What is the necessary information included on the itinerary?What is the language feature for the written draft?Summary for discussion:An itinerary should be concise and attractive.It should include the detailed plan for the tour.Dates and times, arrival and departure,everyday activities and arrangements, meal and accommodation, transportation and fee, also other specifications. 4 An Itinerary An itinerary is a detailed schedule or a suggested route for a journey.A tour guide should strictly adhere to it .Flexible in order to deal with unexpected emergencies and uncertainties.Travel agencies reserve the right to change routes and accommodations if brought about by changing conditions.The guide must double check the itinerary and verify it with the tour leader upon his/her arrival.Tourists have the right to verify the travel plan as well. Question ： How will you introduce such an itinerary to your tourist? 1.Presenting itinerary 我想向您介绍一下我们初步拟定的活动日程。 I would like to show you our (tentative)itinerary . How do you like our schedule? How will you discuss the tentative itinerary with your tourists? 您喜欢我们的日程安排吗？ How do you like our schedule? We have a tight schedule for your short/brief visit/stay. I hope you don’t mind. 2.Inquiring what the foreign guests would like to see Have you got anything special in mind that you would like to see? Are there any special places you are interested in? 3.Making suggestions about places to visit Perhaps you’d like to visit Tianhe Water Drapery. 4.Making suggestions about the procedures Why not visit a few more places of interest before lunch and find a fast food restaurant instead of this one? Briefing on Altered Tour Itinerary Plan 当游客提出要修改既定行程或要求增加游览项目时，地陪应先通知旅行社，尽量满足游客的合理要求。如果新增加的游览项目需要额外的费用，地陪应先提前告知领队和游客。如果客人同意自理所需额外费用，地陪可代旅行社收齐费用，并带领游客进行游览活动。如果客人不同意自理所需额外费用，则不能满足其要求。这时地陪应向游客做好解释工作。 如果团内个别游客对行程安排有特殊要求，应视具体情况而定。在这种情况下，地陪应与领队和旅行社一起协同安排，做到有事情多请示。当领队的行程表跟地陪的行程表有差异时，地陪应及时告知旅行社并找出原因。如果是由于旅行社计调部门的疏忽而出错，地陪应将实情告诉游客并道歉。 6 If the weather isn’t fine for you to carry out the itinerary for outdoor activities, such as going boating, what should the guide do? Discussing an Itinerary The guide should discuss and negotiate the changes and adjustment with the tourists and suggest some alternative activities: —— visiting the museum or trade fair —— going shopping at some souvenir shops or large department store —— any other suitable indoor activities Take measures to tackle an altered plan Minor rectification to the original itinerary or increase additional items Handle unreasonable requests regarding additional expenses Handle itinerary with discrepancy 7 Minor rectification to the original itinerary or increase additional items Requests relayed to the travel agency for further instructions The guests: additional alteration expense Advise on any cost implication prior to any changes Meet the rational and possible requests Make clear extra travel expense Excess costs and circuitous routes must be added to the previous budget. Handle Unreasonable Requests Regarding Additional Expenses o Decline politely, acceptable reasons o Explain that the travel service is not authorized to make the change Handle itinerary with discrepancy Investigate facts to identify which party is supposed to assume the responsibility If the travel agency you work for is to be blamed, offer an apology for the errors with an accepted narration. Ask for forgiveness, and try your best to accommodate the guests. Be keen to learn from errors and put things right as quickly as possible. Other changes The shortened tour Reset the timetable Take good use of the limited time to present the highlights of the destination points Departure ahead of the schedule, inform the staff working for the next destination. Make arrangement for checking out, canceling meals,vehicle, etc. 8 Other changes Some segments deleted Suggestions to optional preferences Select substitute of the same value and excellence Notification of such alterations must be given to every guest o An apology in person on behalf of the company o Approved remedies such as giving away souvenirs, extra courses of food, drinks. o The manager of the company has to offer an apology in person on behalf of the travel agency o For cancelled activities, the travel agency has to pay appropriate compensation. Other changes oProlonged a stay o Contact, rearrange accommodation, meal and vehicle owing to the change o Reset the travel plan, extend the touring time or increase some activities o Keep the programs varied How to deal with unpleasant result o Result: o Emotional stress and unpleasant feelings o Routine for altered plan: Mobilize the complete support of respected leaders to enter a powerful persuasion to alleviate their frustration and persuade them to cooperate voluntarily. help them to determine which option best meets their needs. Tourists will be notified as soon as possible if any change is made. Relevant issues must be solved to the customers’ satisfaction Gain approval of both the company and the tourists, and obtain signature of the tour leader or an independent traveler as well Demerits In any case, the tour guide is not allowed to change the itinerary without permissions from the parties involved or for his/her own profit. Otherwise the act violates the regulation issued by the regional tourist administrations, which can be cause for demerits Those who privately or arbitrarily increase, decrease,alter the programs in the planned schedule will receive demerits .Those who intentionally terminate the tour will also receive demerits. 9 In Conclusion o A travel plan makes sure the altered itinerary runs smoothly and efficiently, although it is forced to change as a direct and necessary result of any cause outside your control. Whatever the reason, a guide should make every effort to suit your groups’ objectives and interests. What should a professional guide do when—— Tips for Discussing the itinerary the tourists propose some modification or ask for new tour items: a. Inform the travel agency: arrange the reasonable and possible items. b. As for the items which need extra expense, tell the tour leader and the tourists in advance, and collect the charge according to the relevant standard. c. As for the requirements, which are too difficult to meet, give a detailed explanation to the tourists patiently.tourist’s requirements don’t tally with the original schedules: a. Generally speaking, refuse them unobjectionably. b. If there is special reason, and put forward by the tour leader, ask the travel agency for instructions.tour leader’s itinerary is different from that of local guide a. Report it to the travel agency in time and find out the reason. b. If it is the fault of travel agency’s clerk, the local guide should tell the tourists the fact and apologies. Study the dialogues on the copy.Work with your partner, read and practice the roles in the dialogue. Underline the useful patterns. Highlight some useful sentences. Language in Use 1. Before the arrival of a tour group, the local guide should check the itinerary arranged for the group. If there is any change, the local guide must inform the tour group in advance. If there is no change, the local guide should also confirm it with the tourists or tour managers. The following dialogue is between a local guide and a tour manager. Lily: Good morning, Mr. Brown. Sorry to disturb you, but I come to talk about the itinerary. Mr. Brown: OK. Please come in and sit down. Lily: Thank you. Mr. Brown: We received a copy of the itinerary from your travel agency before we came. I wonder if there’s any change. Talking about the Itinerary Part 1 Situational Dialogues 10 Lily: No. There’s not any change. But shall I confirm it to make sure that everything is perfect? Mr. Brown: Good. Let’s go it over again. Lily: OK. First you will stay four days in Beijing. During your stay in Beijing, you will tour around the city, visit the Great Wall, the Summer Palace, the Palace Museum, Tian’anmen Square and WangFujing Street, watch Peking Opera and go shopping. Then you will leave Beijing for Wuhan by air. From Wuhan you will go to Chongqing by boat. Mr. Brown: How long will the cruise take us? Lily: Two days. I’m sure you will enjoy the beautiful river scenery. Mr. Brown: I’m looking forward to it. Lily: After spending two days in Chongqing, you will visit Nanjing where a lot more excitements are waiting for you. Mr. Brown: We’ll stay in Nanjing for 5 days, right? Lily: Yes. And then you’ll leave Nanjing for home by air. The whole trip will last half a month. I hope your group are well prepared for this long trip. Mr. Brown: No problem. Everybody is healthy and strong. Lily: Well. If there should be any change, please let me know in advance. Mr. Brown: OK. Thank you very much for such a full and interesting itinerary. Lily: My pleasure. Discussing the Itinerary Mr. Smith is a tour escort. His group has just checked in at the hotel. Wu Ming is the local guide. Mr. Smith: It seems everything is all right. Shall we start discussing the itinerary? Wu Ming: Oh, yes. Have you got anything special in mind that you would like to see? Mr. Smith: I think you know your city better than I do. To tell you the truth, my tour members are not at all happy about the travel arrangements for this China tour. You know we only have three days in Beijing. In such a short time, how can we possibly visit a city like Beijing that has so many world-famous places of interest? Wu Ming: Don’t be upset, Mr. Smith. I promise I’ll make the best use of the time and try to let you see as many places as possible. Mr. Smith: Thank you, Mr. Wu. It’s really very considerate of you. Wu Ming: This is the tentative itinerary I’ve worked out. Would you please go over the details? Mr. Smith: Sure. ( Going over the itinerary. )Don’t you think it would be better to visit Chairman Mao’s Memorial Hall on Sunday rather than on a weekday? Wu Ming: Why is that? It is very crowded on Sunday. Mr. Smith: That’s exactly what I mean. We’d like to see how the Chinese people pay homage to this great man. Wu Ming: If we go on Sunday, we will spend several hours waiting in line.We will have to cancel the other destination we have planned. Mr. Smith: I don’t see what the problem would be with seeing Chairman Mao’s Memorial Hall and the other places we talk about all on the same day. Wu Ming: I don’t think you realize how many people will be visiting Chairman Mao’s Memorial Hall on Sunday and how long it will take us to go through these sites. Mr. Smith: We would really like to see it on Sunday. Wu Ming: Whatever you prefer. Mr. Smith: Here ( pointing to the itinerary ), why don’t we visit a few more places of interest before lunch, and find a fast-food restaurant instead of this fancy Dragon Restaurant? Wu Ming: I’ve thought about that. There is a fast-food restaurant, McDonald’s, right on Wangfujing Street, a very popular shopping area and a pedestrian street as well. We could stop there for lunch. Some of the tour members may enjoy walking along the street. 11 Mr. Smith: I’m sure all the tour members would like that. What time do you want us to check out and leave for the airport? Wu Ming: 11 o’clock. Mr. Smith: But that is almost the rush hour. I think we’d better make it 10:30, in case we get caught in traffic. Wu Ming: You are very thoughtful. I can see you are a very experienced escort. We should prepare for the worst. By the way,can I take the group to a couple of souvenir shops while sightseeing? Mr. Smith: Please pick out just one. You’d better not spend too much time on shopping, because it’s not part of our schedule. Wu Ming: I’ll remember that. Do I take it then that we’re agreed? Mr. Smith: Yes, I think so. I’m quite happy with the itinerary. Everything seems to be in order. Wu Ming: Good. Well, let’s call it a day then, shall we? I’m sure you’ve a lot to get started. This is my cell phone number （ pointing at the itinerary ）. Don’t hesitate to get in touch with me, will you, if you run into any problems? Mr. Smith: Certainly. Conveying Tourist’ Demands (A: Tour leader; B: Local guide) A: Good morning, Joanna. B: Good morning, Peter. Have a good rest last night? A: Yes, the hotel is nice. B: I’d like to know how the group numbers think about the tentative itinerary I gave you yesterday. A: Your itinerary is well arranged for regular tourists. But this time, since most of the members of my group are educated people, they have some special demands about the France tour. B: What special requests do they have about the tour? A: To tell you the truth, my group members are not at all happy about the tour arrangements for this France Tour. My group members have heard about the splendid constructions and palaces in Paris. But the Louvre Palace and the Notre Dame de Paris are not included in the itinerary. B: Peter, you know you only stay in Paris for one day and a half. It is impossible for you to see all these kinds of places. A: Why not give up the River Seine and spend the time in the Notre Dame? B: That’s a good idea. A: And some of the gentlemen of my gourp are fond of French wines. If possible, they’d like to visit a vineyard and a wine brewery, and have a taste of the homemade wine from the cellar. B: It’s not the problem. On the way to Lyons, we’ll stop at a vineyard with a brewery in it. I’m familiar with the owner. A: All the members, especially men would enjoy it very much. Most of them have planned to buy French wines as gifts for their friends and relatives. B: You’re very thoughtful, Peter. I’ll try my best to make your stay in France an enjoyable one. A: You’re so helpful. Thanks a lot. Useful Sentences It seems everything else is settled. Shall we have a discussion on the itinerary? Have you got anything special in mind that you would like to see? This is the tentative plan I’ve worked out. Would you please go over the details? Perhaps you would like visit the old part of Hangzhou? It might be a good idea to… 12 For the afternoon, we will tour to… It’s all up to you. Please read/check it to see if there is a need of any change. We have a number of places that are worth visiting. We will leave the hotel at 9:00 for the cruise on the West Lake. I think we’d better make it 10:30, in case we get caught in the traffic. Would not it be better to…？ I think you will find…interesting. o If we go on Sunday, we will spend several hours in the line. We will have to cancel the other destination we have planned. The morning is a bit tight but the afternoon will be relaxing. Please read it to see if there is a need of any change. The landscape there is worth seeing in that way. Choose one famous destination city and design an itinerary; (2)make a dialogue based on the designed itinerary:Local guide verifies details about the temporary itinerary with the tour leader (and some tourists, if any), and then proceeds to discuss about some changes of the itinerary with the tour leader in compliance with tourists’ requirement. Practice —— Design and Discuss about An