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第⼀章导游服务基本规范Unit1BasicRequirementsforTourGuides导游服务基本规范1.Whatarethebasicguidelinesforaprofessionaltourguide?Fulfillthetouristagreementorcontract.Alwaysputtheinterestsoftouristsaboveall.Protectthelegitimaterightsandinstructsoftourists.Maintainthegoodimage,thereputationandtheinterestsofthecompanythetourguideworksfor.Combinequalityservicewithspecialcaretospecialcases.Designatedbythetravelagency.导游服务的基本原则是什么？严格按照旅游合同办事。游客利益⾄上。维护游客合法权益。维护公司的良好形象、声誉和利益。遵循优质服务和特殊情况特殊处理的原则。接受旅⾏社委派。2.Whatarethepropermannersforatourguide?Weartourguidecertificatewhenprovidingservice.Haveawarmsmileandafriendlyattitude.Treattouristswiththesamecareandconcernthatwouldbeextendedtoyourownfamilymembers.Whentouristshaveproblems,putyourselfintheirshoes.Maintainagoodpersonalimageandpayattentiontosomedetailswhenprovidingservice,forexample,alwayshavefreshbreathanddon’teatfoodthehasastrongodor,likegarlic,leeksandonions;don’tsmokeinfrontoftourists.导游服务时应该具有怎样的⾏为规范？从事业务活动时，佩戴导游证。微笑服务，礼貌待⼈。对游客⼀视同仁，把他们当成⾃⼰的亲⼈。客⼈遇到困难时，能换位思考。保持良好的个⼈形象注意服务细节，如保持⼜⽓清新，不吃带有异味的东西，如⼤蒜、⾲菜、洋葱等，不在客⼈⾯前抽烟。3.Whatisconsideredtheproperdressforatourguide?Professionalattireisappropriateforthefirstdaytomeetthegroup.Whenconductingtours,smartcasualandbusinesscasualarefine.第⼀章导游服务基本规范Femaletourguides-Noheavymake-up,shortskirtsorsandalshoes.Maletourguides-Noshortpantsandnoshirtswithlogosofothertravelcompanies;socksarerequired.Unacceptableforeithergender:loudclothes,rippedclothing,clothingwhichhasorisintheprocessofbeingrumpled,T-shirts,underwearasouterwear,flip-flopsandinappropriatelyrevealingattiresuchasabaremidriff.Capsarenottobewornbackwards,sidewayortilted.导游员应如何着装?接团⾸⽇以职业装为宜。带团中，应穿着⼤⽅休闲得体。⼥性导游员不化浓妆、不穿短裙、拖鞋。男性导游不穿短裤、不穿印有其他旅⾏社标识的⼴告衫、不光脚穿鞋。导游员不穿过于花哨的⾐服、不穿⼈为做破做皱的⾐服（如被当成时髦的破洞⽜仔裤等），不穿T恤衫、不可内⾐外穿，也不能穿露肚⼦的⾐服和夹脚拖鞋。不反戴帽⼦、不歪戴帽⼦。4.Howcanatourguidemakeagoodfirstimpression?Imageisveryimportant.Atourguideshouldpayattentiontothefollowingaspects.Haveagoodpersonalhygiene-makesureyoushower,shaveandbrush/combyourhair;payparticularattentiontoyouroralhygiene;dressinbusinesscasualattireandwearcomfortableshoes;makesureallyourclothingisclean,pressedandingoodcondition;femaleguidesmaywearamodestamountofmake-up;bringasmallbay/backpacktocarryyourpaperwork,citymapsfortourists,pen/markerandnote-paper,personalelectronics,batteries/chargers,amedicalfirst-aidkit,water,smallsnacks,personalitems,etc.Makeagoodwelcomespeechandaddressitclearlywithsimplesentences.Payattentiontopronunciationandintonation.Suitableattitudeandbehaviormaysuggestgoodprofessionalquality,whichmayhelpwintrustandsupportoftourists.导游员如何给客⼈留下良好的第⼀印象？导游员仪容仪表⾮常重要。导游员应在以下⼏个⽅⾯注意：搞好个⼈卫⽣：洗澡、修⾯、梳头；尤其注意⼜腔卫⽣（⽛齿、⼜⽓），着装以商务休闲服和舒服的鞋⼦为宜，⾐服⼲净、熨烫得体，⼥性导游员化淡妆，将纸质材料、地图、笔、便签、电⼦产品、电池、充电器、药品包、⽔、⼩零⾷、地图及其个从物品放⼊随⾝携带的背包。⽤简洁明了的语⾔致欢迎词。注意语⾳语调。得体的姿态和⾏为体现较⾼的职业素养，从⽽帮助导游没赢得客⼈的信任与⽀持。第⼀章导游服务基本规范5.Whatkindofpsychologicalpreparationshouldatourguidegothroughbeforestartingatour?Psychologicalpreparationisimportantfortourguides.Onlyiftheyarewellpreparedforthefollowingaspects,cantheysolvevariousproblems.Firstofall,as.Atourguide,heshouldbeconfident.Thoughtouristsarefromdifferentcountries,havingdifferentbackground,theyaretouristsinanewcity.Thetourguidecanalwaysshowthemsomethingnew,somethingspecialinhiscity.Secondly,thetourguideshouldknowthatbeingatourguidemeansheshouldbehardworkingallthetime.Heshouldimprovehimselfineveryaspectbecauseaqualifiedtourguideisexpectedtoknowsomethingofeverythingandeverythingofsomethingaswell.Lastbutnottheleast,thetourguideshouldunderstandthatevenhehastriedhisbesttoofferthebestservicefortourists,sometimeshewillhavetofacevariouscomplaints.Andinsuchacase,thetourguideshouldbecalmandtrytofindwaystosolvetheproblemandimprovehisservice.接团前，导游员应有怎样的⼼理准备?对导游员来说，做好充分的⼼理准备很重要，只有准备充分，才可能解决有可能出现的各种状况。⾸先，导游员必须⾃信。虽然客⼈来⾃不同的国家，背影各异，但他们是导游员所在城市的客⼈。导游员总会展⽰⼀些新的、独特的城市风情给客⼈。其次，导游员应当明确，这⼀职业意味着要始终努⼒。导游员应当在各⽅⾯提升⾃⼰，因为⼀名合格的导游员既要有⼴泛的知识，也要对某⼀领域较为精通。最后，导游员应清楚即便他竭尽全⼒提供优质服务，有时难免会遇到投诉。在这种情况下，导游员应当保持冷静，解决问题并提升服务质量。6.WhatkindofprofessionalqualitiesshouldanEnglishtourguidehave?Goodlanguagecompetence.Communicationcompetence.Organizationandcoordinationcapability.Theabilitytodealwithincidents.英语导游的业务能⼒主要包括哪些⽅⾯？良好的语⾔表达讲解能⼒。⼈际交往能⼒。组织协调能⼒。应变能⼒。第⼀章导游服务基本规范7.Asatourguide,howwillyouestablishagoodrelationshipwithtourleadsanddrivers.Respectthemandprovideconvenienceforthemtodotheirworkproperly.Ifyouhavedifferentviewsinhandlingproblems,discussissuesawayfromthegroup.Seekcommonground.Ifyoufailtoironoutdisputesandnarrowdifferences,reportittotheofficeandwaitforinstructionfromtheagency.地陪如何与领队、司机建⽴良好关系？尊重对⽅，为对⽅⼯作提供必要平台。如意见不同时，避免在游客前暴露⽭盾。积极求同存异。如⽆法解决争议或消除分歧，报告旅⾏社等待指⽰。