Transcript Tour Guide`s
Tourism English
UNIT 3
PART
I II III IV V
VI.
Total
Part I Lecture Time Assigned
MODULES CONTENTS STUDIED Text A Text B Tour Guide’s Principle Duties Travel Agency Listening A Holiday in Thailand Practical Writing How to write a speech Consolidation Role play Reading Writing a welcome speech Case Problems Listening Reading Six Parts PERIODS 1 0-5 0.5
0.5
1 0.5
4
Learning Objectives
Get to know the tour guide ’ s principle duties Understand the role of travel agency Learn to write a welcome speech Learn to book a holiday
Part I.Text A Tour Guide’s Principle Duties
Learning Objectives
1. Get to know a tour guide’s principle duties 2. Understand a tour guide’s specific tasks 3.Get to know the importance of a tour guide’s good service
a Tour Guide
A tour guide someone designated by a travel agency to organize To conduct trip to take care of every detail of logistics for a tour.
a person that the guests pay for the convenience have a thorough familiarity with geography and history of a certain area.
A Tour Guide
’
s General tasks
A: encompass a broad array of scope,
some basic service---
meeting and seeing off, checking in and checking out, arranging food and accommodation, providing on – tour service promoting optional tour products, giving tour advice, dealing with complaints and emergencies, doing pre-tour and post-tour job and son on.
educators, instructors and all-around experts----
history, geography,
A Tour Guide
’
s General Tasks
B : :
the public face of a travel agency
help shape the first impression to visitors.
His/Her quality of service is conductive to the direct promotion of sales of local tour products, make great contribution to increasing the income of foreign currency
C: a goodwill culture ambassador, an unofficial spokesperson for the destinations
working at the forefront of the travel industry and meeting people from all over the world and with diverse backgrounds ,a guide acts as to foreign guests, facilitate foreign tourists to enhance their understanding about China and eliminate prejudice against China
A Guide
’
s Specific Tasks
A: Responsible for pre-tour preparation
information of guests-- where they are from, occupations religion information for their commentary Conduct technical research for specialized tours activities, hotels, confirmation of reservations adequate transportation B: Get necessary supplies -- a flag and a signboard ready for the tour equipment repairs and maintenance Clean and maintain the travel vehicles maintain proper use of tour facilities and supplies.
C: Welcome welcome the tour members on arrival assist them with their luggage Welcome your guests with care and attention a VIP deserves.
A Tour Guide
’
s Special Tasks
D: Transfer guests along various sites
airports, hotels, local attractions, souvenir shops or equivalent locations.
E: Arrange food and refreshments stops. special needs for diabetics, children, elderly persons, visually-impaired or hearing – impaired person or physically challenged person.
Cope with illness, injure and death of tourists.
F: Help with currency exchange or bargaining.
G: Dealing with complaints
Be a good listener .
complaints regarding rooms, meals, service, check-in and lost luggage, Solve operational problems like booking errors and amendments, etc. Take immediate action to deal with unhappy or unsatisfied guests come to a win-win outcome.
H: Plan
Plan their activities within a tour itinerary; review to make adjustment as required.
Respond to the special needs and peculiar request of tour participants.
I: Meals
Decide where to take meals seat the group taking into consideration their different needs and preferences.
J: Be patient
Answer questions patiently.
meet expectations of guests Remain helpful, polite and calm anytime on tour , even when dealing with hard-to-please clients who aren ’ t so nice.
A Tour Guide
’
s Special Tasks
identifying further services not included in the schedule.
Escort the group through an area coordination activities .
Give detailed descriptions of the area and items/point interests. Highlight sights and places along the way providing in-depth insights into local culture, history, flora, fauna and more.
In some cases, guide tourists to the unusual and little known areas.
A Tour Guide Special
’
s Tasks
Determination : Determine an outdoor activity .
News: Report the latest news and answer questions.
cautionary instructions: valuables , balance time. Special needs: fulfill reasonable request Educator : protect environment and cultural heritages.
Emergency solver : health and safety Collector : tour report, clerical details , daily expenditure account, receipts, budget.
Contact and communication : tour companies, hotels restaurants, vendor. Reminder: a hotel business card , phone number , wet wipes and toilet paper Treat all with civility.
Additional fees: optional activities . Collect entrance fees
In Conclusion
types of tours : vary considerable.
the first priority: the guest ’ s satisfaction tour guide: obligation to deliver memorable, enjoyable and rewarding travel experiences.
help to boost the tourism industry of our country.
tourists : a good understanding of the destination excellent planning effort
Questions for Discussion
Does a tour guide have to perform an array of tasks at the same time?
Does a tour guide need to refer to a large sum of relevant sources of information?
Is proper dress very necessary for a tour guide?
What ’ s the purpose of talking about some latest news?
In how many respects should a guide get prepared?
Part II.Text B Travel Agency
Learning Objectives: 1.Get to know the service from the travel agency 2.Learn the types of travel agency.
3.Understand the growing trend in travel agency
Travel agency
tourism channel of distribution an operating structure, system, or linkage of various combinations of organizations a producer of travel products to the buyer.
Similarities and differences between industry and tourism
Similarities: Distribution channel — wholesalers, distributors, middlemen, ultimate consumers Differences: Unique distribution---Intangible service, temporal Arrangements: a variety of choice A middleman An agency of principal in legal terms: transportation companies An expert, knowledgeable
A growing trend
Profit and productivity: Affiliated with cooperatives, consortia, franchisors, joint market organizations Provide aids 800-number Telephone consultation Education programs Frequent traveler ’ s plan Client newsletters Preferred suppliers Discount
Questions for discussion
What kind of service can a travel service provide to its customers?
How many types can travel agency be classified into?
List the names of travel agency in your area as much as you can.
What information does a traveler can get from the travel agency?
What is travel agent?
Text A ‘ s Recording Fill in the blanks
All over the world, types of tours a tour guide conducts vary ___. However, there is one thing that they all have ____, that is, the guest travel experiences. What industry of our country.
’ ’ s satisfaction is the first ____. It is his/her ____ to deliver ___, ___and ___ s more, tourists will leave with a good ___ of the destination and excellent planning effort that is going on. And we also hope that the great job of tour guides will help to ____ the tourism
The Text and Its Recording Text B Travel Agency Listen and fill in the blanks
of various ___ of organizations through which a producer of travel products describes, sells or confirms travel arrangements to the buyer. 2. Their products flow to the ___consumer through ___, ___, and ___. 3. Tourism products mainly services that are ___. There is no physical product that can be held in ___ and flows from one sales ___ to another. 4. In short, the travel agency is a ___ and _____.
Part III. Listening A Holiday in Thailand
1.Study the Words And Proper Names. 2.Study the Language Tips Shown in This Dialogue.
3.Listen To Dialogue And Answer The Questions Listed After The Dialogue 5.Make Pair Task
The Dialogue and Its Recording
A Holiday in Thailand
Listening comprehension
Listen to Anne_Marie booking a holiday in Thailand. What does her travel agent try to sell her? Is the travel agent good selling?
Listen and answer the questions.
What kind of insurance does the travel agent recommend?
Why is it better than the customer ’ s own insurance company ’ s cover?
What does the package include?
When would any medical costs be paid?
What else does the insurance include?
How much does the insurance cost?
Part IV.Writing
How to write a speech
1. Get to know a Speech format 2. Sample 3. Write a welcome speech
A speech
Occasions:
banquets, receptions or other important activities in honor of tourists A welcome speech A farewell speech
two types :
formal , informal
points of concerns:
Language : clear, concise comprehensible; the content : appropriate and catering to the guests; the style should be vivid, lively and humorous make the occasion enjoyable to both the guests and the hosts.
Format
Three parts the salutation-- such as ladies and gentlemen , Dear Guests, Dear Mr. Smith etc the content -- cover the purpose, subject the concluding remarks-- show the best wishes ,such as “ I wish to propose a toast to the friendship of us ” , or “ Happy and safe journey ”
Sample
Good afternoon, ladies and gentlemen, You are welcome. Allow me to introduce myself. My name is Linda Wu. Wu is my surname, so you may call me Xiao Wu. And this is Mr. Liu, our driver, who has had 20 years of driving experience. We come from the Guangzhou Travel Service. We are glad to have you here. On behalf of our company and our colleagues, we ’ d like to extend a warm welcome to you all.
I ’ ll be your local tour guide during your four-day tour in this city and we ’ ll be at your service at any time. We don ’ t hesitate to let us know.
’ ll do everything possible to make your visit a pleasant experience. If you have any problems or suggestions, please We have reserved two suites and eight Suites for you at the White Swan Hotel. It offers the best services in this city. We shall meet at the hotel lobby at 7:30 a.m. for our first visit tomorrow. Please do remember the plate number of our bus. The number is 862569. Thank you.
We hope you ’ ll enjoy your stay in this city.
KEYS
Part I Listening Activities Listening 1
1. considerable 2 in common 3. priority4 . obligation 5.memorable, 6.enjoyable 7. rewarding 8.understanding 9. boost
Listening 2
1. distribution , combinations 2. ultimate consumer , wholesalers, distributors, and middlemen. 3. Intangible , physical , inventory intermediary 4. Specialist counselor.
Part V. CONSOLIDATION
：
SPEAKING
，
READING and Writing
SPEAKING: Asking for Travel Advice READING WRITING: Write a Welcome /Fare well speech
Speaking: Role play
Ask your partner for advice for travelling to south Africa. Ask about : Personal safety common health problems for travelers Driving in south Africa safety on safari
Writing exercise
Draft a welcome speech to a group of American tourists on behalf of the travel agency at a reception party in a hotel.
Part VI. Case Problems
What can be done if the tour group asks to change meals at short notice?
What remedial effort can be made before the group showing strong complaints about the local food leaves the place?
What can be done if the tourists ask to change to a better hotel?
How should the guide deal with the price difference arising from the original room arrangement after one tourist is willing to live in a single room?
Word bank
Personnel
全体人员，职员
travel agent
旅行代理人
Array
大批， 排列
Interdisciplinary
跨学科的
Simultaneous
同时的
Impair
削弱
Expenditure
花费
Priority
优先权
Civility
礼貌，谦恭
Select routine
精选路线
FIT operator
国外旅游散客批发商
inbound agent
入境代理商
ticket agent
售票代理商
commercial agency cooperate price discount rate commission rate Domestic itinerary
国内旅游路线 商务旅行社 单位团体价格 优惠价 佣金率
departure
团组
entry requirement
入境须知