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QuestionsandAnswersonNormalServicesofTourGuidesandonWaysofSolvingSpecialProblems1.Howwouldyourespondtotheincidentthatyourguestandyouhavearrivedattheairportbutthelocalguideisnottheremeetingyou?1.Nationalguidetrytoreachthelocalguideandthelocalagency2.Guidegueststoaproperplacetowaitandapologizefortheinconvenience3.Hirecoachtothedesignatedhotel4.Theexpensesincurredareonthepersonresponsible5.Keeparecord2.YougetanurgentcallforyoutomeetagroupatHongqiaoAirportat3pmandthedriverisalreadythere.Whatwouldyoudowhenyouarriveattheairport?1.Checkthearrivaltimeoftheguests2.Arriveattheairport30minutesinadvance3.Findthedriverandchecktheparkingplaceandtellthedriverabouttheitinerary4.Checkthearrivaltimeagain.5.Greetthegroup6.Checkthetournumberandthegroupandtheluggage7.Guidethegueststothecoachandhelpthemgetaboard.3.AgroupfromtheUnitedStateshasjustarrivedatPudongInternationalAirport.Whatwouldyoudowhenthetourleadertoldyouthatapieceofluggagewasmissing?1.Reporttothelost-and-foundofficeandleaveaphonenumberforfurthercontact2.Getdowntheaddressandphonenumberoftheairlineofficeandthenameofthepersonincharge3.Keepcontactwiththepersonconcernedforinformationabouttheluggage4.Helptheguestbuysomeitemsfordailyuse5.Whentheguestmovestothenextdestination,notifythelostandfoundofficeofthiscase.6.Helptheguesttofileaclaimagainsttheairlinecompany4.WhatwouldyoudowhenthetourleaderaskedyoutoaddonanewprogramlikeXintiandi?1.Explaintheimportanceofkeepingtheagreedschedule2.Grantthespecialrequestontheconditionthatthetourleaderandguestsagree3.Theexpensesincurredareontheguests.4.Keeparecordwiththesignatureofthetourleaderandthenationalguide.5.Arrangeforthenewprogram5.Whatwouldyousaybeforeyoulettheguestsgetoffthecoachforatouroftheattraction?1.Abriefintroductionto***place.2.Thedurationatthisplace3.Themeetingtimeandplace4.Thenumberofthecoach5.Theprecautionsagainstcertaincases6.Whatwouldyoudototakecareofcarsickguests?1）Donoteattoomuchbeforetravelling.2）Preparesomemedicineforcarsickness.3）Sitonthemorebalancedseatsorthefrontseats.4）Askforhelpfromthestewards.7.Whatwouldyoudowhentheguestsrequestedtomovefroma3-starhoteltoa4-starhotel?1）Providingthatthehoteltostayinisinconsistentwiththatintravellingplan,thelocalguideshouldreportittothetouringagency,lookforaappropriatehotelandapologizetotheguests.2）Infaceofthosewhoinsistonchangingthehotelregardlessoftravellingcontract,thelocalguideshouldmakegoodexplanation,andaskthetourleaderandthenationalguidetohelppersuadethegueststoabidebytheschedule.8.Howwouldyourespondtothearchitectswhowouldlikeanadd-onvisittoZhujiajiaoforitstraditionalarchitecture?1）Ifitisagrouprequest,weshouldconsiderwhetheritisreasonableandpossible.Ifso,weshouldgettheagreementandsignatureofthegroupleader,nationalguideandallthemembersofthegroup,reportittothetravelagencyifnecessary,informthegueststhattheextraexpensesincurredareonthemselves.Afterthat,arrangefortheactivity.2)Ifittherequestisputforwardbyindividualguest,itshouldbedecidedaccordingtoscheduleandsituation.Supposetherequestcanbesatisfied,trytohelpbuytickets,arrangefortaxiesandinformthepointsforattention.Weusuallydonotescortthegueststothescenicspot.9.Howwouldyourespondtotheincidentthataguestfromthegrouphadtocutshorthistourbecauseofurgentcallathome?1)Makeclearofthepatient’sconditions,andappealtoemergentrescue.Ifonthewayorinahotel,trytofindadoctorandthensendthepatienttoahospitalimmediately.CallAEAorSOSifthepatientisamemberofeitheroftwoorganizations.2)Asktherelativesofthepatient,groupleaderornationalguidetoescortthepatienttothehospital,andtakecareofhim.3)Whilethepatientisstayinginthehospital,thelocalguideoftencomestovisithi4)Helpseparatehisvisaformthecollectivevisa.5)Makearrangementsforsightseeingfortherestofgroup.6)Submitawrittenreporttotheravelagency,statingthedetailsofthecaseandthemeasurestaken.9.Howwouldyourespondtotheincidentthataguestfromthegrouphadtocutshorthistourbecauseofurgentcallathome?1)Makeclearofthepatient’sconditions,andappealtoemergentrescue.Ifonthewayorinahotel,trytofindadoctorandthensendthepatienttoahospitalimmediately.CallAEAorSOSifthepatientisamemberofeitheroftwoorganizations.2)Asktherelativesofthepatient,groupleaderornationalguidetoescortthepatienttothehospital,andtakecareofhim.3)Whilethepatientisstayinginthehospital,thelocalguideoftencomestovisithi4)Helpseparatehisvisaformthecollectivevisa.5)Makearrangementsforsightseeingfortherestofgroup.6)Submitawrittenreporttotheravelagency,statingthedetailsofthecaseandthemeasurestaken.10.ThetouristsofagrouprequestsometomebeforethattheWesternfoodmealpreviouslyreservedforthemshouldbechangedtoaChinesefoodmeal,howshouldthelocalguidedealwiththerequest?1.Iftheirrequest(forsubstitutionofChinesefoodforWesternfood)ismade3hoursbeforethemeal,thelocalguideshouldapproachtherestaurantandtrytomeettheirrequirementasfaraspossible.2.Iftheyaskforthechangejustbeforethemeal.Thelocalguideusuallyrefusesbutmusttellthemwhyitcannotbechanged.3.Iftheystillinsistonmakingthechange,thelocalguidecansuggestthattheyorderthemealthemselvesattheirownexpenses.4.Theirrequestforadditionaldishesand