導游業(yè)務應變能力50個問題.doc

導游業(yè)務應變能力50個問題 1、由于客觀原因，旅游團要提前離開某地。地陪導游員應做好哪些工作? （1）盡量抓緊時間，將計劃內的參觀游覽安排完成。若有困難，地陪應有應變計劃，突出本地最具代表性。最具特色的旅游景點，使旅游者對本地旅游景觀有一個基本的了解；（2）向旅行社報告與飯店車隊聯(lián)系，及時辦理退房、退餐。退車事宜。（3）及時通知下一站，做好變更接待計劃安排。Try best to complete the original schedule, if should be shifted, highlight the locals most representative and unique sites, let the tourists have a brief understanding of locals sitesReport the agency and contact with coach, deal with the cancellation of housing, meal and coachNotify the next stage, change the schedule2、地陪導游員應如何防止漏接事件發(fā)生，（1）認真閱讀接待計劃，對旅游團抵達的日期、時間和接站地點等要親自核實清楚；（2）核實交通工具到達的準確時間。（3）提前半小時到達接站地點，等候團隊的到來。Read the schedule carefully, confirm the reaching date, time and venue of the tourist groupConfirm the exact reach time of the transportationWait the group at the stop half an hour in advance3、地陪按計劃和預定時間到機場接一個日本旅游團，可是沒有接到這個團。你做為地陪應如何處理（1）立即與旅行社聯(lián)系，查明原因；（2）如果推遲時間不長，地陪可留在機場等候。（3）如果推遲時間較長，地陪應按旅行處的安排、重新落實接待事宜。Contact the agency and find out the troubleLocal guide wait at the airport if the delay is in a short timeLocal guide should rearrange the schedule by the agency if the delay is long4、如果發(fā)生了錯接事故，應如何辦理？如果錯接發(fā)生在同一家旅行社接待的兩個旅行團時，經(jīng)旅行社同意，地配可不再交換旅游團，但全陪應交換旅游團，并向游客致歉，如果錯接的是另一家旅行社的團時，地陪和全陪應立即向旅行社匯報，設法盡快交換旅游團，并向旅游者說明情況并致歉。If these two groups are accommodated by same agency, local guides can continue their jobs without exchanging under the agencys permission, while national guides are notIf these two groups are accommodated by different agencies, local guides and national guides should report the agency and try their best to exchange the groups and explain and apologize to the tourists5、何謂誤機事故？應怎樣處理？由于某種原因或旅行社工作失誤造成旅行團沒有按原定班次離開本地區(qū)而導致暫時性的滯留叫誤機。游客乘近班次離開本站或者采取包機和其他交通工具前往下一站。Since some causes or agencys mistake, the tourists group did not leave as original schedule and the group stays temporary. The tourists take the nearest flight or charter flight or other means of transportation to next city.6、如何防止誤機事故發(fā)生？（1）地陪和全陪應提前做好離站交通票據(jù)的落實工作，核對并確認日期、班次、時間。目的地等。帶團期間要隨時與旅行社聯(lián)系，詢問班次有無變化；（2）臨行前，不安排旅游團到范圍廣、地域復雜的景點參觀游覽，不安排團隊到熱鬧的地方購物或自由活動；（3）安排充裕的時間去機場，保證旅游團按規(guī)定時間到達離站地點，按時登機。離開本站Local guide and national guide should confirm the transportation tickets in advance, including date, number, time and destination etc. Contact the agency during the tour for asking the change of the flightsDo not arrange the group to visit the sites with vast space and complicated situation, and do not arrange the group for shopping or free activities before the leavingKeep enough time for the group to the airport, confirm the group leave at original time7、你帶一新加坡教育界旅游團。突然團員李女士跑過來對你說，她的護照丟失，你做地陪如何處理？（1）安慰李女士，請其仔細回憶可能丟失地點，積極協(xié)助尋找，（2）確認丟失后，辦理手續(xù)如下：A根據(jù)李女士申請，由旅行社出具證明；B持證明到當?shù)毓矙C關報失，由公安機關出具證明；C持公安機關證明和李女士照片到新加坡駐華使、領館補辦新護照；D領到新護照后再到我國公安機關辦理簽證明手續(xù)；（3）費用由李女士自理Console Lady Li, let her recall the missing belongings place, assist her to find the missing objectAfter confirming it is missing, follow the procedures as: a. the agency makes the testimony by Lady Lis application; b. report the local police station with the agencys testimony, then the police makes the testimony; c. go to the embassy or consulate of Singapore for the new passport with Lady Lis photo; d. go to the Chinese police administration for the new visa with the new passportThe expenses incurred are on Lady Li8、一名法國游客在我國旅游期間所帶財物被盜。導游應如何處理？（1）確認被盜后，應立即報告旅行社，公安機關和保險公司，協(xié)助查找線索，力爭破案；（2）若找不回被盜物品，導游應協(xié)助失主持旅行社出具的證明到當?shù)毓矙C關開具失竊證明書，以便回國出關查驗或保險公司索賠；（3）安慰失主，緩解他的不快情緒。Report the agency after confirming be stoned, call the police and the insurance corporation to assist find the clues and try the best to solve the caseIf the missing objects cant be found, tour guide should assist the owner of lost property to police for losing testimony with the testimony by the agency, facilitate the processing of customs on the way back home and insurance corporations claimsConsole the tourist, relieve his unpleasant emotions9、在千山旅行創(chuàng)覽中發(fā)現(xiàn)有一名游客走失，你作為地陪應如何處理？（1）了解情況，訊速尋找。一般情況下是由全陪和領隊帶人分道去尋找，地陪帶領其他游客繼續(xù)游覽；（2）向千山風景區(qū)和當?shù)毓才沙鏊鶊蟾?，請求援助；?）向旅行社報告，必要時向公安機關報案；（4）與飯店聯(lián)系。詢問走失者是否已回到下塌飯店；（5）若是未找到旅游團可按計劃時往返住地，導游可與領隊、全陪商量留下兩個人繼續(xù)尋找，待找到后可搭乘其它車輛返回賓館；（6）做好善后工作，找到走失者后，導游要問清走失原因。如屬于導游責任，地陪應向走失者道歉，責任在走失者，應對其安慰，提醒以后注意。Get the information, search the tourist instantly. Under regular situation, national guide and leader with relatives search the tourist respectively, local guide continue the tour for the rest touristsReport the Qianshan Scenic and local police station for helpReport the agency, and report the police if necessaryContact the hotel for asking whether the lost tourist in it or notIf the tourists cant be found, the rests return to the hotel and leave two persons to continue the searching, and return to the hotel after the appearance of the touristDeal with the remedial work, tour guide should clear the reason why the tourist lost. If because of guide duty, local guide should apologize to the tourist; if tourists duty, he should be consoled and the tour guide should remind him in the future.10、你作為一名地陪應如何防止游客走失？（1）多做提醒工作，讓游客記住接待社的名稱、旅游車車號、標志、下榻飯店名稱，電話，最好戴上店徽或社徽。團體游覽時，提醒大家不要走散，自由活動時，不要走得太遠，不要太晚回飯店，不要去熱鬧擁擠秩序亂的地方；（2）做好各項安排的預報。地陪要報告一天的行程。上下午游覽點及吃中、晚餐的餐廳名稱、地址、到景點后在景區(qū)景點示意圖前，地陪應講清旅游路線，所需時間。旅行車停車地點、強調集合時間和地點；（3）導游員從始至終要與旅游者在一起。并經(jīng)常清點人數(shù)； （4）地陪、全陪和領隊要密切配合，全陪、領隊應主動負責斷后工作；（5）導游員要以高超的導游技巧和豐富的講解內容吸引旅游者。Make more reminds and let the tourists remember the agencys name, coachs number and logo, hotels name, telephone number and with the hotel or agencys badge for best. Remind the group to keep together during the groups sightseeing, and at the occasion of free activities, remind the tourists shouldnt walk too far, too late back the hotel and go to crowd or order in chaos placesTell the tourists the arrangement. Local guide should tell the tourists the sites for visiting, the venues and name of restaurants for meals. Local guide should illustrate the tour route and duration before the map of the site and underline the time and place for congregation.Tour guide should accompany the tourists from beginning to the end and count the person frequentlyLocal guide, national guide and leader should coordinate closely, and national guide and leader are in charge of the rear jobGuide should attract the tourist with superb guide technique and rich presentation11、旅游者患一般疾病，地陪應如何處理？（1）勸其及早就醫(yī)。并多休息、必要時陪他去醫(yī)院；（2）關心病情，安排好患者的用餐；（3）禁止導游擅自給患者用藥（4）說明看病的費用自理。Advice the tourist to go to see doctor immediately and rest, accompany him in necessaryCare the illness and arrange the meals for the sickUsing medicine for the sick is forbiddenExpenses incurred are on the tourist12、旅游者患重病，導游應如何處理？（1）導游應采取果斷措施，請領隊或其親屬陪同，立即送往醫(yī)院搶救，通知旅行社派人協(xié)助。地陪繼續(xù)隨團旅游；（2）在搶救過程中，領隊或患者親屬應在場，如家屬不到，一切按駐華使、領館的書面意見處理，導游應不時去醫(yī)院看望。慰問；（3）患者轉危為安但需住院治療時，導游應幫助辦理分離簽證、延期簽證、交通票據(jù)分離以及出院、回國手續(xù)；（4）有關診斷、搶救、治療的書面材料，導游應復印帶回旅行社存檔；（5）患者住院、治療費用自理，未享受到的綜合服務費按規(guī)定退還本人，患者親屬在華費用自理。Tour guide should let leader or relatives accompany the sick to hospital immediately and report the agency for help, local guide continue the tour with the rest touristsDuring the processing of first-aid, leader or relatives should be on the spot, if relatives are absent, deal with according to the written proposals by embassy or consulate, tour guide should visit the sick frequentlyThe sick should be treated in the hospital, tour guide should assist to deal with the visa of separation, visa of extension, separation of transportation tickets, check out service and procedures of backing homeAll documents about consultation, first-aid and treatment, tour guide should copy and bring back to agencyAll expenses incurred are on the tourist, refund the comprehensive fee as regulation13、有一位外國籍旅游者死于衛(wèi)生間，地陪應如何處理？如果不能確定是遇害還是因病已死或休克、假死、導游員應按下列步驟處理：（1）立即撥打120，實施緊急搶救；（2）撥打110報警，保護好現(xiàn)場；（3）立即通知旅行社并通過旅行社報告外事部門公安機關、保險公司、并應報該國駐華使、領館有關負責人到達現(xiàn)場；（4）導游員應穩(wěn)定其他旅游者的情緒，繼續(xù)做好接待工作；（5）如需解剖、火化，應由死者親屬或使領館官員或領隊簽字后進行；（6）死者遺物應理出清單，一式兩份遺物由親屬、領隊帶回；（7）無論是遺體火化，遺體靈柩運回，都應經(jīng)我方防疫機關檢疫后，發(fā)給出境許可證出境；（8）搶救過程中的文字記錄。搶救報告、死亡證明書、靈樞（骨灰）運輸出境許可證等應有主治醫(yī)師和有關部門簽章后復印交給死者親屬、領隊和旅行社保存；（9）寫出事故報告，存檔。Call 120 for ambulanceCall 110 for policeReport the agency, and agency report the foreign affairs department of police, insurance company, embassy and consulateStabilize the rest tourists mood, continue the work of accommodationNeed signature of relatives, leader or embassy and consulate officials under the situation of anatomy and cremationVictims belongings should be shortlisted in two for relatives and leaderNo matter the cremation or body, out from China needs quarantine by Chinese disease control authorityDocuments with the signatures of doctor and concerned department during the processing of first-aid, including first-aid report, death certificate, permission of outbound for body or ashes should copy to relatives, leader and agency Write and save the accident report14、有一位英國傳教士在我國旅游期間散發(fā)宗教宣傳品，你作為一名地陪應如何面對此事？（1）一定要予以勸阻，并向他指出不經(jīng)我國宗教團體邀請和允許不得在我國境內散發(fā)宣傳品；（2）不聽勸阻并有明顯破壞活動者應迅速報告公安機關處理。Must dissuade and point the activities without Chinese religious regiments invitation and permission for emitting publications in China are forbiddenCall the police under the condition of sabotage regardless the caution15、你帶旅游團在回程途中遭遇車禍，部分游客受傷，地陪應如何處理？（1）立即搶救傷員，由全陪或領隊陪同送往就近醫(yī)院；（2）及時報警，嚴格保護現(xiàn)場；（3）報告旅行社，并通知有關單位（上級主管部門、外事部門等）負責人和保險公司趕赴現(xiàn)場處理；（4）做好團內其他游客的安撫工作，組織他們繼續(xù)觀參游覽；（5）最好與領隊聯(lián)署寫出事故書面報告。Rescue the injuries, national guide or leader accompany the injuries to hospitalCall the police and protect the spotReport the agency, and inform the concern persons from upper administration, foreign affair department and insurance to the spotConsole the rest tourists and organize them to continue the tourWrite the report with leader16、在你帶團游覽過程中，如果發(fā)生壞人搶劫旅游者，對他們行兇時，地陪應怎樣去做？（1）導游員要挺身而出，保護旅游者的人身、財產(chǎn)安全；（2）立即報警、報告旅行社、派人支援（3）安定旅游者情緒，繼續(xù)參觀游覽；（4）協(xié)助有關部門做好善后工作，并應力爭做好防范工作；（5）寫出事故報告。Tour guide protect the tourists both in physical and propertyCall police, report agency and ask for helpStabilize the tourists mood, continue the tourAssist for Remedial work with concern departments, and try the best to protect the touristsWrite the accident report17、旅游團中部分旅客因食用了海產(chǎn)品出現(xiàn)嘔吐腹泄、乏力、昏迷癥狀。導游員應如何處理？如何預防？這是食物中毒產(chǎn)生的急性腸炎癥狀，如果搶救不及時，將會有生命危險。導游員應該：（1）立即設法摧吐，并讓患者多喝水以加速排泄，緩解毒性；（2）立即將患者送往醫(yī)院搶救治療，請醫(yī)生開具診斷證明；（3）立即報告旅行社并追究供餐單位的責任。預防辦法是：A定點餐廳就餐。B告訴游客不要在小攤上購買食物。C 若餐廳提供的食物不衛(wèi)生，應要求餐廳負責人出面道歉。This is the intestinal inflammation caused by food poisoning, there will be life-threatening if not being treated in a short time, tour guide should deal with as follows:1. Help the tourist to vomit, and let him drink more water for excretion and relief of poison2. Send the sick to hospital, and let the doctor make diagnosis testimony3. Report the agency and account the duty of the restaurantWays to prevention: a. have diner in designated restaurant b. persuade the tourists not to buy food from stalls c. let restaurants person in charge apologize to the tourist in case of offering dirty food18、用餐前2小時，有四位游客向你提出將中餐換成西餐，應如何處理？按照慣例。如果在用餐前3小時提自換餐導游就盡量與餐廳聯(lián)系，給予滿足；按有關規(guī)定辦理。在接近用餐時提出換餐，導游一般不應接受要求，但應做好解釋工作。如果游客們堅持換餐；可以告訴他們根據(jù)規(guī)定，西餐費用自理，中餐費用不退。As convention, before 3 hours of the diner, the proposal can be accepted. Before the diner in a short time, the proposal cant be accepted. Tour guide should explain the reason. If the tourists insist to change meals, tour guide should tell the tourist that west foods expense is on them and the expense of Chinese food will not be refunded19、有一位日本旅游者在乘國際航班來華途中丟失了行李，導游員應該如何處理？（1）導游員應詳細了解情況，協(xié)助查找線索，幫助他解決因丟失行李而造成的生活不便；（2）如找不回行李，應旅行社出具證明，到有關部門去辦理索賠手續(xù)。Tour guide should learn the details, assist to search clues, help him to solve the problem caused by missing baggageIf the baggage can be found, tour guide should help the tourist to claim with the testimony by the agency20、旅游者要求調換房間，地陪應如何處理？首先應問清是什么原因要求調房，如果是旅行社提供的房間低于合同標準，旅行社應給予調換。確有困難調不了時，應說明原因，并提供補償。如果是房門衛(wèi)生設施、衛(wèi)生條件不良應要求飯店修理和改善，如有空房給予調換；并向游客致歉。但是，游客要求往高于合同標準的客房，如有可以滿足，但游客要交付原訂飯店損失費和房費差價。Firstly, ask the reason for changing. If the rooms standard is lower than contract, agency should change the room. If the room cant be changed, the reason should be explained with compensation. If the sanitary facilities are out of work, tour guide should call the hotel to fix and improve, if there is vacant room, can be changed to the tourist. Tour guide should apologize to the tourist for all inconveniences. However, the tourists want the room with higher standard than which in contract, if it is available, the need can be satisfied with extra expenses are on tourists21、有一位游客的親人要隨團活動，導游員如何處理？（1）需征得領隊和旅游團成員的同意；（2）與旅行社聯(lián)系，如同意可到旅行社辦理入團手續(xù)。出示證件、填寫表格、交納費用。（3）若是外交官員，應請示旅行社及有關部門的同意。若是記者，一般應婉拒。經(jīng)請示獲準后，方可入團。Under the permission of both the leader and the touristsContact the agency, if be agreed, the tourist deal with the procedure, show ID card, fill in the form and payingIf the tourist is diplomat, the application should be agreed by the agency and concerned department. If the tourist is a journalist, the application should be refused regularly without the permission22、一位澳大利亞旅游者明早離境回國，他委托你將一個密封的木匣轉交其親友，你作為地陪，應如何處理？（1）必須問清本匣中裝有何物，并請旅游者打開。若是貴重物品、食品等一般要婉拒；（2）若是一般物品，導游又無法推脫時。應請旅游者寫委托書說明物品名稱、數(shù)量、當面點清、簽字并留下詳細地址和電話。收件人收到后，要寫收條、簽章。旅行社應將上述情況通知委托人。委托書和收條要由旅行社一并保存待查。Must clear the objects in the box, and open it by the tourists for testifying. Valuables and foods should be refusedIf the objects are ordinary and the tour guide cant refuse. The tourist should write the Power of Attorney, including the name, quantity, leaving the checkout, signature, detail address and telephone. The receiver should write the receipt with signature after getting the objects. The agency reports the principal. All documents should be kept by the agency for reference23、你帶一法國高中生旅游團游覽丹東市境內的鳳凰山。剛剛走下“老牛背”，導游發(fā)現(xiàn)一游客不幸摔傷，造成小腿骨折，請問你如何處理？（1）發(fā)生骨折，一般分內傷、外傷兩種情況。導游應采取現(xiàn)場緊急救護。辦法是：止血（手壓法、加壓包扎法、止血帶法）、包扎（清洗傷口，包扎松緊適度）、上夾板（固定兩端關節(jié)，避免轉動骨折肢體）；（2）及時送醫(yī)院救治。保存好診斷書。醫(yī)療費用清單。以備向保險公司索賠；（3）報告旅行社，并寫出事故報告。Fracture could be divided into two kinds: internal injuries and trauma. Tour guide should make the first-aid at the spot. The following is: stanch bleeding, bind up, fix jointsSend the injury to hospital as soon as possible, keep the diagnosis and receipt for claimsReport the agency and write the report24、一個臺灣旅游團在桂林因飛機失事遇難。臺方提出：（1）將遺體運回臺灣或將死者土葬在大陸；（2）為死者舉行宗教儀式以示掉念。你作為地陪，怎樣回答他們的要求？（1）在大陸旅游中不幸死亡的游客可在當?shù)鼗鸹?，將骨灰?guī)Щ嘏_灣，也可以將其遺體運回臺灣；（2）我國實行殯葬改革，提倡火葬。因此對方要求土葬，我方可以婉言拒絕；（3）為了做好對臺工作和從禮節(jié)上的考慮，我方可同意對方為死難者舉行一次簡單的宗教儀式或追悼儀式。The victim can be transferred to Taiwan before or after cremationUnder Chinese law, soiled burial is forbidden, cremation is acceptableA simply religious and mourning ceremony can be hold for the consideration of Taiwan affairs and courtesy25、導游員發(fā)現(xiàn)外國旅游者與中國人有不正當交往情況時，你應該怎么辦？導游人員在帶團過程中，如果發(fā)現(xiàn)有人企圖利用游華之機與個別中國人或在華外國人勾結，竊取我國機密和經(jīng)濟情報，走私販毒、盜賣文物、販賣黃色音像制品。賣淫嫖娼等犯罪活動，應立即匯報旅行社并通知公安機關查明罪責，嚴正處理。Call the police when finding the illegal activities like steal confidential information, smuggling, drug trafficking, sell porn videos and prostitution26、由于天氣原因去上海的飛機不能按時起飛，推遲到晚上。但晚上十點機場宣布取消當日航班。各國外賓情緒低落，對你大吵大鬧十分不滿，在這種情況下，地陪應如何處理？（1）地陪應向旅游者道歉并說明這是由于天氣原因造成的，請旅游者能給予該解，穩(wěn)定游客情緒；（2）立即問清第二天飛機時間、班次，并安排行李等事項；（3）盡快解決游客的食宿問題；（4）通知游客第二天起床。早餐、行李及發(fā)車時間、地點；（5）通過旅行社計調部門通知下一站。Local guide should apologize to the tourists and explain the cause by weather, ask for understanding, stabilize the tourists moodClear the time of the flight on next day, and deal with the luggageSolve the problem of accommodationNotify the time for getting up, dining, luggage and departing time and venueNotify the next stop through agency27、一日本旅游團離開大連時，一游客在抵達火車站后，突然找到你說，他發(fā)現(xiàn)自己的照相機變焦鏡頭不見了，又記不清丟在何處，該團明早抵京后，當晚就要回國，你作為地陪導游員應如何處理此事？（1）安慰日本客人；（2）讓客人回憶最后使用該鏡頭的時間、地點（3）立即返回汽車上查找或貴客休息處查找；（4）打電話向下榻賓館客房部尋找；（5）留下客人的姓名、詳細地址和電話，以備找到后返還給失主；（6）客人走后，如找到，可通過馬上去京的其他團隊導游員設法代轉給客人，如果時間不允許旅行社應設法在近期內轉給外賓或郵去；（7）如果沒有找到，應給客人去信致歉。Console the touristLet the tourist remember the last time using the lensBack to the coach or VIP room for searchingCall the hotel for help searchingKeep guests name, address and telephone for later returningThe object should be returned by other tour guide or mail after findingIf it is missing, apology should be sent by mail28、部分游客提出不想隨團去福陵參觀，而想去中街購物，遇到這種情況，你如何處理？（1）應盡量動員他們隨團去參觀，并介紹福陵的新變化；（2）若游客仍堅持自己意見，可爭得領隊、全陪意見先送他們去中街，并告之集合時間、地點，以便返程時接他們回賓館，并把自己的聯(lián)系方式告訴他們以便隨時聯(lián)系；（3）最好能留全陪帶隊，隨他們去購物，以確保安全。Try the best to advice them to visit with the group and introduce the new change for Tomb FuIf the tourists insist their proposal, they can go for shopping with the permission of leader and national guide. They should be told the gathering time, venue and tour guides telephone number for contacting and carrying them back to the hotelYou should better let the national guide lead the tourists for security29、地陪在團隊游覽中，如遇到游客暈車或中暑，如何處理？（1）在游覽前。導游應了解游客中有暈車的情況，事先通知他們服暈車藥，并勸告他們少進食，上車后應照顧他們盡量坐在車的前部，靠車窗的位置，以防止暈車，如已發(fā)生暈車就應讓患者勒緊褲帶，防止內臟震動加重病情。同時與司機聯(lián)系，求得他的協(xié)助。（2）導游員應盡量減少旅游者在太陽下曝曬，讓他們帶好遮陽傘，注意多休息，喝一些清涼飲料，以防中暑，如發(fā)現(xiàn)中暑者，團隊中如有醫(yī)務人員，應就地搶救。如無醫(yī)生，應在游客的協(xié)助下把患者抬到明涼處，做些力所能及的搶救工作，讓患者平臥。解開衣褲、全身放松，在領隊或家屬的陪同下服用十滴水、仁丹或其他防暑藥物。如患者處于昏迷不醒狀態(tài)，則應立即送往就近醫(yī)院搶救。Before the sightseeing, tour guide should try to know the situation of motion sickness. Tell them to take the medicine in advance, and persuade them in diet, arrange them sitting on the front arrays with windows of the coach. Fasten the belt if feel sick. Call the driver for helpTour guide should try the best to avoid the tourist under the rigid sunshine, tell them bring the umbrellas, have more breaks, drink more cool beverage for the prevention of heatstroke. If the tourist have stroke, call the doctor in group for first-aid. If the doctor is not available, let the sick lie down on the ground, unbutton the cloths and relax, take some anti-stroke medicine accompanied with leader and relatives. If the sick in a