导游面试应变能力

一、接送故障 漏接 漏接原因 1.The local guide didn't the airport on time.or waited at the wrong place. For some objective reason(weather or traffic),the flights was canceled or changed,but the last reception agency didn't inform the current reception agency in time. The guide didn't get to know the change of the information,before set out. 预防漏接 How to avoid leaving out the receipt? 1,read the receipt plan, know the group’s arrival date, time, receipt place, number of train and so on; 2,check the correct arrival time; 3,arrive the station half an hour in advance and wait for the coming of the group. （三）处理办法 1,immediately contact with travel agency, and find out the reason; 2,contact with airport and ask if the group board; 3,if don't need much time , local guide can stay at the airport; 4,if postpone is too long, the local guide should rearrange receipt affairs according to the travel agency. 认找旅游团 The local guide should stand at the obvious place next to the exit and raise the sign ,wait the national guide or the travel leader to meet. 2.assess the situation according to the national feature , costume of the tourists ,or the sign of the travel agency . 3.make enquiries on his own initiative , ask about the travel leader or the tourists’ name , numbers , nationality ,the name of the tour group and so on . 4. if meet all the details，you can make sure it is the tour group you’ll meet. 三、错接团队 How to deal with the mistake in receipt? 1,if the mistake is happened between two groups in the same agency, no longer exchange the groups unless the travel agency don’t agree with it; 2,if mistake happens in another travel agency, the guide should immediately report to the ravel agency and try to as soon as possible exchange the groups and make apology to the tourist. 四、无人接团 （一）As the national guide if there is no one pick clients up at airport,how to deal with it Contract with the receiving agency, ask for the reasons. stabilize the tourist mood,and take them to the garden or market near the airport Explain the reasons and provide better service in the following travel. （二）作为地接，延误接团 As the local guide you are late for the reception,how to deal with it ? Get to the waiting point as soon as possible After arrival,apologize to the guests and explain the reasons Provide better service in the following travel. 五、飞机晚点 stabilize the tourist mood Inquired the reasons of the late, and the accurate take-off time 3,if don’t’ need much time , the guide can stay at the airport or take them to the garden or market near the airport 4,if postpone is too long, the local guide should rearrange receipt affairs according to the travel agency. If the take-off time is not definite the guide can only wait for the information. 六、误机 误机的原因 , . The tourist guide arranges the daily fault not to arrive in ahead of time firmly. 交通堵塞，Traffic jam 汽车出故障the automobile are out of order 导游安排日常过紧，没有提前抵达The tourist guide's arrangement was too tight,and didn't have enough time to get to the airport 导游没有认真核实交通票据The tourist guide does not check the traffic bill carefully. 5.班次变更，旅行社没有通知For some objective reason(weather or traffic),the flights was canceled or changed,but the last reception agency didn't inform the current reception agency in time. 预防误机 How to avoid delaying the airplane? 1, fix the tickets in advance, check and confirm the date, time, number, destination and so on.; 2,before leaving, don’t let the tourist go to the complex place and so on; 3,arrange abundant time g to the airport(station, harbor) 误机处理 How to deal with delaying the airplane (train, ship)? 1,immediately report to the travel agency, ask for help; 2,as soon as possible contact with airport, and try to let the tourist leave with the recent airplane; 3,stabilize the tourist’s motion, and arrange dinner, dormitory, traffic and sight-seeing, make apology to the tourist; 4,as soon as possible inform the next station in order to adjust the plan; 5, write an accident report 二、交通 交通事故Traffic accident How to deal with the traffic accident, when the tour group come back? 1,immediately rescue the wounded member, the leader and the national guide take them to hospital;(抢救送医院) 2,call 110 and keep the scene intact; （保护现场） 3,report to the travel agency, some relative administrations and insurance company;（相关部门） 4,stabilize the tourist mood and continue the sight-seeing;（安定游客，继续行程） 5，give the signatures with the leader and write an accident report.（事后） 交通故障 the car breaks down 预防交通故障prevent the breakdown. remind the driver to inspect the bus. Get to know the weather information Know the traffic regularity. 处理交通故障How to deal with the break down of the car on the way. 1.ask for information about the breakdown. 2.report to the travel agency,and if it is need to change a bus. 3.stabilize the tourist mood 4. inform the next station and adjust the plan 塞车误机 stabilize the tourist mood and explain the reasons. report to the travel agency, call the airport and request the waiting. If the airport can't change the departure time,apologize to the guests and shoulder the loss.arrange accommodation for guests. inform the next station about the change,and write down a report after the travel. 三、走失丢失事故 游客走失 The guests who lose their ways 预防游客走失 How to avoid the tourist mislead? 1,remind the tourist, for example, name of hotel,number of bus,telephone number and so on; 2,report the arrangement, let the tourist know the itinerary, time, parking lot and assembly time; 3,the guide can’t leave the group and often check the number of the tourist, don’t let them leave far in free time; 4,the local guide, the national guide and the leader should often contact with each other and take care of the group. 处理游客走失问题 How to deal with the tourist walk to lose? 1Ask about the details ,the national guide and the leader organize the member to look for, and the local guide lead the other member to continue the sight-seeing; 2,inform the local pubic security official organization to look for; 3,contact with the hotel, inquire if they have retuned to the hotel; 4, report to the travel agency and Write down the accident report . 四、丢失事故 一、物品遗留 (遗留在宾馆或上一站) An tourist's article was left over in the guesthouse when delivering the tourist group at airport stabilize the tourist mood Contact with the travel agency and the hotel（or the last station）,ask them send it to the airport(station,harbor) if time is enough. If time is not enough,ask the full address of the guest and send it to him or ask the guest's other opinion. 二、丢失贵重物品（或行李） 预防： 下车后司机关好门窗tell the driver to lock the door and windows after the tourist get off; 游览购物时多提醒注意财务安全remind the tourists pay attention to the financial affairs safety.when shopping or traveling. 证件用后即还给游客return the certificates to tourists after using. 4.行李交接时认真清点When handing over baggage make an inventory of it carefully 处理： 1.stabilize the tourist mood,and recall the time and place he lost it. 2.report to the travel agency,the local public security organs, and the insurance company. provide relevant information. help the relevant department to get back it. 3.if it can’t be found out, let the public security organs give a proof in order to ask the insurance to pay(and return to country to check) 4. write an accident report. 三、丢失证件 （一）台胞证：A Taiwan tourist missing his Taiwan compatriots to travel to prove how to do? stabilize the tourist mood,let him recall the time and place he lost it. If it was lost indeed, contact with the travel agency and send someone to report to the local police station and get a written verification （到当地派出所报案，取书面证明） go to the Division of Aliens and Exit-Entry Administration to handle Entry Permit (到公安局出入境管理处办理通行证) 护照： If the tourist lose the passport, how to deal with it ? 1,based on the tourist application, the travel agency sign a proof to carry out a temporary passport; (地接社开具遗失证明) 2,tourist can take the proof, oneself photograph, arrive to the local public security official organization foreigner immigration administrative office ,and take another proof.;（到公安机关出入境管理部门报失，领取“护照报失证明”） 3,take the pubic security official organization’s proof and go to the country in china’s embassy to carry out the new passport; （持“护照报失证明”到所在国驻华使馆申办新护照） 4,get the new passport again to the public security official organization to carry out the visa procedure. 四、公共安全事故（抢劫偷窃Robbery and stealing） 预防： How to deal with the public security accident? 1,lock the door tightly, especially don’t open the door in the evening; 2,the valuable goods should be consigned, don’t put them in the room; 3,don’t leave anything in the bus; ,tell the driver to lock the door and windows after the tourist get off; 4,on the way, don’t let unfamiliar people get on the bus; 5,the local guide must accompany with the group and prevent the public security accident. 处理： 1.To fight against the robber cleverly and try my best to protect the life and property of the guests 　　2.To report to the local police station and report to the TA 　　3.Help the police station and relevant department to bring back the things which had　been robbed or stolen 　　4.Continue to travel and remove the effect produced by such happening 三、旅游急救 晕车How to avoid the car-sickness phenomenon? 1,the local guide should know the car-sickness circumstance among the tourist, and remind their to have medicine, advice them to take a little meal; 2,look after them to as far as possible sit the forepart in bus and close the window, tight trousers belt, prevent the internal organs vibration 二、中暑的预防和处理sunstroke 预防：Prevent from getting sunstroke： Wear the sunbonnet or the sunshade , avoid sunlight shine upon on and on Wear the loose and comfortable clothes Drink more water Avoid excessive hunger and strain 处理：handle the sunstroke: Move the patient to cool place , put down the cooling lying to undo clothes buttons , being ventilated (移至阴凉处，平卧解开衣扣，通风降温) Take "10 drops" or cold boiled water（服用十滴水或凉开水） If the person is unconscious , may pinch philtrum. （如果神志不清，掐人中） 三、食物中毒 How to deal with food poisoning? 1,drink a lot water to accelerate to excrete, alleviate the poison and try to vomit; 2,immediately send to hospital to rescue and invite doctor to write a proof; 3,immediately report to the travel agency and check the duty to cause the food poisoning. 心脏病突发 What will a tour guide do if some one has a heart attack during the trip ? The tour guide must take first-aid measures .Let the patient lie down, ask for some help to the staff ,train man or the ship clerk to look for a doctor. Notify the next first-aid station or the travel agency to get ready for it. Before arriving at the next station, ask the leader or the relatives to find some medicines in his pocket to feed him and release the condition. 骨折 I f a tourist fall and make crus fracture, how to do? 1,first the guide should stanch the blood wrap and firm the joint; 2,send to the hospital on time, keep all the lists in order to ask for paying with insurance company; 3,report to the travel agency and write the accident report. 六、游客伤病死亡 重病 A guest fell ill,how to deal with it? 1,Call the 120 , the national guide send the guest to hospital and look after him, and the local guide lead the other member to continue the sight-seeing; 2,if need surgical operation, should be signed by the relatives or other officer; 3,tell the patient pay the fee, the rest complex service will be returned to him(her); 4,some data about treatment and so on should be copied in order to store by the travel agency. 5,,外国游客(if need stay in the hospital and can’t return to the country with the group, the local guide should help to carry out the separation visa, traffic ticket and some relative procedure; ) 一般性疾病 Advise him to have a rest, and go to a doctor at an early date Care for his state of illness,and arrange his dining Can not take bold to give the tourist medicine. Tell him take care of the charges for medicine himself. 火灾 What a local guide should do if meet the fire affairs when stay in the hotel A : Report it at once. B : Notify the tour leader and all the group members immediately. C : Evacuate the tourists to pass the thoroughfare safety with the staff of the hotel quickly .迅速与现场工作人员一起通过安全通道疏散旅游者 D : Lead the tourists to save themselves. E : Deal with the rehabilitation works. 四、个别处理 一、食 1，改餐 Two hours before dinner, the tourist want to change the dinner, how to do? 1,If time is enough, the local guide can contact with the restaurant and satisfy them,make up the price difference,and report to the travel agency. 2,if the time is very short, the guide can refuse and explain; 3,if the tourist insist on changing dinner, the guide can tell them to pay the fee themselves. 2,分餐 A tourist has problem with others,and require a individual dining,how to deal with it? First,know the reason they require the individual dining,and persuade them patiently. Ask the leader to solve the contradictions.. 3.If the tourist insist on individual dining,tell him to pay the fee himself. 3,送餐 A tourist require the room service. Know the reasons for the require Contact with the General Service Desk ,ask if it has the room service,and the fee of it. If it not have this service,the guide serve personally. 住 （一）住房调配 As a tour guide, how to do when a tourist want to stay a single room, the reason is that his way of life is different from the other visitor in the double room . The guide should let the travel leader change the room internal. If the hotel has a vacant room，we can arrange the vacant room,but tell the tourist he must pay the room himself （二）退房时房间物品损坏丢失 1.Ask the waiter reconfirm the facts,if it is the fact,explain to the guest politely,and seek redress.Meanwhile, reduce the loss as little as possible,and avoid the conflict between the waiter and the guest. 三、行 游 1，中途离团A guest require to leave the group halfway. how to deal with it? 1,know why the guest what to leave. report to the travel agencies.after both travel agencies consultation, can satisfy his request,and sign for confirmation. the rest complex service fee will not return. 2.变更行程 游程松，游客要求加点 If the trip is too loose indeed,respect the tourists' opinions; 2.report to the ravel agency, if the leader and the agency approve, carry out the procedure and hand over the expenses; 3.(If having no way to satisfy the request, explain the reason patiently ) 4,亲友随团活动 A friend of the tourist ask to accompany with group, how to do? 1,respect the tourist’s opinion; 2,report to the ravel agency, if the leader and the agency approve, carry out the procedure and hand over the expenses;and handle relevant procedures 3,(If having no way to satisfy the request, explain the reason patiently ) 购 （一）购物Shopping 　　1.To take the guests to go shopping at the friendship store which have been granted by the Tourism Bureau. 　　2.To introduce the sample and its feature to the guests briefly 3.Remind the guests not to be overcharged （外国游客 4.Remind the guests the limit to the amout of Chinese currency and Chinese medicine 5.Remind the guests to keep the sales receipts and sealing wax so as to be shown at the customs on departure from China） （二）购买文物 A foreigner want to buy curio and painting in the stall, how to do? 1,（非法：the guide should refuse it flatly, and tell him that was illegal in China） tell him to buy in the appointed culture relic shop and the stall can’t be reliable; 2,remind him to keep the guarantee and the seal for check-in. (三)游客买到假货 A tourist has bought fake and shoddy products.how to deal with it? stabilize the tourist mood,and let him recall when and where he bought it,if the receipt is kept. Contact with the shop and the industrial and commercial management departments. Accompany the tourist to the shop and protect the interest of the tourist report to the travel agency. 导购 What must the local guide should pay attention to when go shopping ? 1，Abide by the rules of the travel agency rigorously. 2，Know the tourists well , and take tide at the flood . 3，Be a good guide while shopping . 4，Protect the tourists’ benefits actively . 六、娱 一、自由活动 A tourist want to go shopping at night,how to deal with it? recommend regular shops to the tourist write a note with the name,number,address of the hotel 3.remind them something about their safe.and remind them not go too far away or come back so late . 4.help the tourists to take a taxi .( Pay the bill himself .)Tell him call the guide when he back. 游泳 the tourist want to swim at the nearest beach, how to do? 1,don’t let them go to the natural beach; 2,the local guide can take them to the swimming poor and remind them to pay attention to safety. 其他要求 拒绝游客不合理的要求 Avoid to say "no"to the tourist,and use the tactful way to refuse First,listen to the tourist attentively, and indicate the understanding and respecting Then,discuss with the tourist about the character and difficulty of the problem, persuade the tourist and hope to make arrangement in addition. 游客想寻找亲戚朋友The tourist wants to seek a kinsfolk and friends 1. know the information that the tourist provides,such as the full name , address , telephone and so on.and seek according to these information in spare time If the guide can't find it,ask the Public security department or the community to help Finally if having found , inform the tourist,if not,leave the tourist's Leave connection way,and wait for information. 转递物品 If the tourist ask you to remove something to his friend, how to do? 1,ask what in the wood box and open the wood box immediately, if valuable thing or the food should be refused and the tax product should be paid tax; 2,if it is general thing, should write a note if the people receive and the receiver should write a receipt to agency, sign and inform the client; 3,note and receipt should be given to the agency to store. 外国游客言行 一、政治问题 Political problem 　　1.Don’t mention such things. 　　2.If the guests mention it，try my best to explain to them the relevant policy of our country. 　　3.Keep the basic principle strictly 遇到外国间谍Meet the foreign spys 　　1.Keep the secret of our country strictly 　　2.Report to the police station at once 　　3.Help the relevant department to solve the matter 三、游客的越轨言行Words and deeds violating the rule Take a firm stand , stop the person from violating the words and deeds rule Inform them the relevant regulation and policy of our country If the circumstance is serious, report to the relevant department immediately 其他 一、游客刁难、不配合 当你向全团通知事情时，有游客大声喧哗，你将怎么处理？ I will say something like this:Sorry,i know you are not interested with my what i said,but maybe other guests what to know.So i will speak briefly and please lower your voice and let others hear me.Ok? 2.一位外国游客在离开一地时，把自己喝剩的半瓶酒送给导游，并奚落说：“这是我最喜欢的酒，特地送给你作纪念” As you love it very well,it is a pity to give it to others,so it is better if you preserve it. 3.一位美国客人问是毛主席好还是邓小平好？你该怎么回答？ Mao Zedong and Li Lianjie are both the great proletarian revolutionist.They have made great contributions to the Chinese revolution and reconstruction, 有位游客在车上吸烟，使空气混浊，你又不便直说，请用最简单的方式让游客自动停止吸烟 I will smile to him and cover my nose with light cough. 一记者团内流行说：世界时最不幸的男人是取美国老婆，吃英国饭菜，住日本房子，拿中国工资,你怎么解释？ I'd like to say it is one-sided to judge only by the money a person receive.It is more important to think of the outlay.The consumption level in our country is not so high than America or Japan. 三个臭皮匠，顶个诸葛亮 翻译成日本名谚 Three people together are equal to the wisdom of Wenshu Bodhisattva 7.乱丢垃圾 1.First,i should remind them to pay attention to sanitation,If guests always throw litter about on the bus,i will help the driver do the cleaning and remind the guests the importance of a clean environment. 二、行程上 作为全陪地接社没有按接待提供服务As a national guide if the receiving agents not provide service as