1.1 Course Introduction領(lǐng)隊(duì)英語(yǔ)

1、Welcome back! Content Course Introduction 1.1 An Introduction about Outbound Tour Leaders Practical English for Outbound Tour Leaders: Chapter 1 1) What is an Outbound Tour Leader 2) Principal Job Requirements 3) Outbound Tour Leaders in China Course Objectives Why？ Why？ 94.3 mln outbound visits exp

2、ected in 2013 中國(guó)中國(guó)2013年出境旅游人數(shù)預(yù)計(jì)年出境旅游人數(shù)預(yù)計(jì)9430萬(wàn)人次萬(wàn)人次 2013年04月24日 21:42來(lái)源：中國(guó)新聞網(wǎng) 中新社北京4月24日電 (記者 周音)中國(guó)旅游研究院24日在北京公布中國(guó)出境旅游發(fā) 展年度報(bào)告(2012-2013)。該報(bào)告稱，中國(guó)出境市場(chǎng)2013年仍將保持快速發(fā)展態(tài)勢(shì)， 預(yù)計(jì)出境旅游人數(shù)9430萬(wàn)人次，同比增長(zhǎng)15%。出境旅游消費(fèi)將實(shí)現(xiàn)1176億美元，同 比增長(zhǎng)20%。 由于入境市場(chǎng)增速的相對(duì)趨緩，中國(guó)旅游服務(wù)貿(mào)易逆差也將進(jìn)一步擴(kuò)大，預(yù)計(jì)將 達(dá)683億美元。.出境旅游已從過(guò)去一種少數(shù)人享受的權(quán)利正在逐步走向普及化的平 民消費(fèi)。 中國(guó)旅游研

3、究院發(fā)布中國(guó)旅游研究院發(fā)布中國(guó)出境旅游發(fā)展年度報(bào)告中國(guó)出境旅游發(fā)展年度報(bào)告2014稱，稱，2014年年 中國(guó)出境旅游規(guī)模將達(dá)中國(guó)出境旅游規(guī)模將達(dá)1.14億人次，同比增長(zhǎng)億人次，同比增長(zhǎng)16%，出境旅游花費(fèi)，出境旅游花費(fèi) 1400億美元，同比增長(zhǎng)億美元，同比增長(zhǎng)18%。 A hot job ? A hot potato ? The same responsibilities, Higher demands on service quality. R U ready for the opportunities and challenges? Airport Services various pro

4、cedures at the airport In-Flight Services Help obtain in-flight services and solve problems Hotel Services perform the procedures at the hotel and deal with emergencies Touring Services cooperate with local guide during the tour Freeday Services help arranging the freeday activities and provide comp

5、anion when necessary Airport Services Touring Services Hotel Services In-Flight Services Situation A: Asia (Singapore, Japan, Korea) Freeday Services Situation B: Europe (Italy, Germany, France) Situation C: North America (USA, Canada) Situation D: Oceania (Australia, New Zealand) Situation E: Middl

6、e East (Egypt, Dubai) Course Requirements Your Final Score Finals 此處添加文字此處添加文字此處添加文字此處添加文字 Class Attendance and participation; Group work (acting/ppt presentation, at least 2 times) Final exam (written/oral exam/combination) Self-study; pop quiz; Assignments Interview for Outbound Tour Leader Are yo

7、u ready to be an outbound tour leader? Scene: you are applying for a job as an outbound tour leader. Answer the following questions from your interviewers. Interview for Outbound Tour Leader Why do you want to be an outbound tour leader? Show your passion for the job 2. What make you think you would

8、 be a success in this position? Advantages in personality (2) Provide necessary travel services. (3) Handle emergencies, disputes and other issues. Convey the tourists demands and complaints. (4) Responsible for liaison聯(lián)絡(luò)；聯(lián)系聯(lián)絡(luò)；聯(lián)系 and communication between your travel agency and the local ones (5) Ke

9、ep the unity團(tuán)結(jié)團(tuán)結(jié) and wholeness 完整性完整性of the group. 2. Principal Job Requirements P4 pre-departure briefing;行前說(shuō)明會(huì)行前說(shuō)明會(huì) entry and exit formalities; 出入境手續(xù)出入境手續(xù) hotel check-in receive the travel documents from the OP (operator)： tour itinerary, traffic tickets, tourist visa, the Roster of Outbound Touri

10、st Groups of Chinese Citizens1, rooming list of the tourists, the phone numbers of all reception parties for timely contacts, etc. Working Procedures for the Outbound Tour Leader 出境領(lǐng)隊(duì)帶團(tuán)工作程序出境領(lǐng)隊(duì)帶團(tuán)工作程序 Travel Documents： ticket, passport, visa 2014年以前港澳通行證年以前港澳通行證 Travel Documents： Itinerary The roster

11、 shall be in quadruplicate. One copy shall be for the exit frontier inspection, one for the entry frontier inspection, one for examination by the tourism administration department and the last shall be kept by the travel agency. The authorized travel agency shall, in accordance with the relevant pro

12、visions, submit the roster to the relevant departments for examination and record when the tourist group leaves or enters the Chinese territory and after such tourist group re-enters the Chinese territory. 1. Preparation before Departure 行前準(zhǔn)備行前準(zhǔn)備 Accept the tour task; documentary preparation Be acqu

13、ainted with the travel documents: try to find more detailed information and the feature of the group, such as names, sex，age，occupations, social status, religious belief, living habits and customs, dietary restrictions, as well as VIPs or the members in need of special care, etc. Information such as

14、 “honey-mooners”, anniversaries and birthdays of tour members can be included for arranging some unexpected surprise and pleasurable excitement on the tour services. Working Procedures for the Outbound Tour Leader 出境領(lǐng)隊(duì)帶團(tuán)工作程序出境領(lǐng)隊(duì)帶團(tuán)工作程序 Preparation before Departure 行前準(zhǔn)備行前準(zhǔn)備 documentary preparation Get

15、 familiar with the reception schedule: learn by heart the tour itinerary about the time of arrival and departure, scenic spots for sightseeing, the standard of accommodation, the arrangements for transportation, shopping, shows and optional programs . Check and confirm related travel documents: such

16、 as tickets, visas of the group. The tour leader should be cautious about the name, number, place of issue, date of issue, date of expiration of the passports and visas to make sure they are valid for going through necessary exit-entry formalities of the country on the trip. Working Procedures for t

17、he Outbound Tour Leader 出境領(lǐng)隊(duì)帶團(tuán)工作程序出境領(lǐng)隊(duì)帶團(tuán)工作程序 Summary: Working Procedures for taking over the tour leader task from the OP 1. Receive the necessities of the outbound tour group from the OP and Check number. 2. Skim through and Check the above necessities and comprehend key points with the help of the

18、 OP. 3. Deal with Special Situations during receiving the task 4. Receive the personal necessities of the tour leader. 任務(wù)交接任務(wù)交接： 領(lǐng)取團(tuán)隊(duì)出境資料領(lǐng)取團(tuán)隊(duì)出境資料 核對(duì)資料數(shù)目核對(duì)資料數(shù)目 瀏覽核對(duì)資料內(nèi)容瀏覽核對(duì)資料內(nèi)容,掌握關(guān)鍵內(nèi)容掌握關(guān)鍵內(nèi)容 - 處理領(lǐng)隊(duì)任務(wù)交接過(guò)程中的小事故處理領(lǐng)隊(duì)任務(wù)交接過(guò)程中的小事故 領(lǐng)隊(duì)出團(tuán)前的行裝必備物品領(lǐng)隊(duì)出團(tuán)前的行裝必備物品. Electrical equipment socketsocket排插排插 socket adapter

19、socket adapter轉(zhuǎn)換插座轉(zhuǎn)換插座 smart phone smart phone 手機(jī)手機(jī) cameracamera相機(jī)相機(jī) rechargerrecharger充電器充電器 SD cardSD card內(nèi)存卡內(nèi)存卡 card readercard reader All kinds of small gifts 給旅途中過(guò)生日的給旅途中過(guò)生日的客人客人的禮的禮 物物，并準(zhǔn)備，并準(zhǔn)備給地陪給地陪、司機(jī)司機(jī)、 工作人員工作人員、突然出現(xiàn)的該送突然出現(xiàn)的該送 禮品禮品的人的人的禮物。的禮物。 Medication 消炎藥，止痛藥，創(chuàng)可貼，繃帶，寶消炎藥，止痛藥，創(chuàng)可貼，繃帶，寶 服靈，胃

20、藥，感冒藥，暈車藥，瀉藥服靈，胃藥，感冒藥，暈車藥，瀉藥 等等等等。大部分都是公司給配備的，但大部分都是公司給配備的，但 是不到萬(wàn)不得已時(shí)不能給客人用內(nèi)服是不到萬(wàn)不得已時(shí)不能給客人用內(nèi)服 藥。藥。 All kind of Using Tools 手電筒（看日出手電筒（看日出, ,停電時(shí)用）停電時(shí)用） 小音箱小音箱（搞聚會(huì)活動(dòng)時(shí)用搞聚會(huì)活動(dòng)時(shí)用） 、水水 壺壺、 多功能刀多功能刀 multitoolmultitool、電池電池 、手表手表、指南針指南針、望遠(yuǎn)鏡望遠(yuǎn)鏡 Package 一個(gè)腰包一個(gè)腰包/ /挎包挎包/ /肩包肩包 一個(gè)背包一個(gè)背包 一個(gè)一個(gè)大旅行箱大旅行箱 Books and do

21、cumentation 目的地國(guó)家的目的地國(guó)家的書籍書籍 ，地圖，地圖 文文 曲星曲星 文檔包括（隊(duì)員保險(xiǎn)文檔包括（隊(duì)員保險(xiǎn) 聯(lián)聯(lián) 系名單系名單 分房表分房表 出團(tuán)通知書出團(tuán)通知書 行行 程等程等 Credentials, passport and purse 身份證身份證 護(hù)照護(hù)照 領(lǐng)隊(duì)證領(lǐng)隊(duì)證 錢包錢包 ID Card, passport, Tour Leader card, purse Tips: Keep your credit card and cash separately. Do not carry large amount of cash for the sake of saf

22、ety. The following content is supposed to be covered in the pre-departure briefing: make a welcome speech Extending a warm welcome to the tourists on behalf of the travel agency; Introducing oneself; Expressing willingness to serve them cordially and hopes for their cooperation, wishing them a pleas

23、ant and memorable experience. give an introduction to the tour itinerary Explain the travel arrangements in necessary details: the time of arrival and departure, scenic spots for sightseeing, the standard of accommodation, the arrangement of transportation, shopping, shows and optional programs. Exp

24、lain to the tourists the basic information of the destination country: relevant laws, its customs, habits, taboos and other matters needing attentions. keep them informed of notices of international tours Explain the Customs regulations and baggage rules when going through the outbound formalities a

25、t the airport. requirements for the tourists personal and property safety travelling tips on their packing, dressing, cash carrying and foreign currency exchange confirmation of room allocation, payment agreement and their special requirements a demand for International Certificate of Vaccination 國(guó)際

26、旅行健康證明書 and Certificate of Health Examination for International Travelling國(guó)際旅行預(yù)防 接種證書 for health quarantine inspection arrangements for the meeting time and the place for departure Make sure every group members are informed about the briefing, and help those who do not attend the meeting with make-u

27、p information, bring him/her the related items. Scenario A 場(chǎng)景場(chǎng)景1 An outbound tour leader is receiving a task from the OP of a travel agency in the office. The tour leader: Inquires about the basic information of the group members. Communicates about the activities and arrangements of the outbound to

28、ur itinerary. Receives related documents and work necessities from the OP. The OP: Informs the tour leader about the basic information of the task. Makes the tour leader beware of the special requirements of the group. Hands over related travel documents for the trip. Act out the following dialogs,

29、the main points are marked for you. Scenario A 場(chǎng)景場(chǎng)景1 An outbound tour leader is receiving a task from the OP of a travel agency in the office. The tour leader: Inquires about the basic information of the group members. Communicates about the activities and arrangements of the outbound tour itinerary

30、. Receives related documents and work necessities from the OP. The OP: Informs the tour leader about the basic information of the task. Makes the tour leader beware of the special requirements of the group. Hands over related travel documents for the trip. Act out the following dialogs, the main poi

31、nts are marked for you. Scenario B 場(chǎng)景場(chǎng)景2 An outbound tour leader is giving a pre-departure briefing to the tourists. The tour leader: Makes a welcoming speech on behalf of the travel agency. Gives an introduction to the tour itinerary. Makes suggestions on the preparation for the outbound trip. Offe

32、rs travel tips on packing, dressing, medical necessities, documents, foreign currency exchange, etc. Confirms room allocation and attend to the tourists special requirements. Declares the arrangement for the departure day. The tourists: Inquires about the details of the itinerary. Asks for detail in

33、formation on packing, dressing, medical necessities, documents, foreign currency exchange, etc. Makes personal requirements on the trip. One of the clients passport lost some pages which contains visa Tip: the OP of the travel agency contact with the embassy again and try to get a new one for the to

34、urist. Rooms are not enough, for the tour group has single male and female who cannot share a room. 1.Ask the tourists to pay extra charge for the single room. 2.Arrange Triple Room for the tourists and inform them. 3. More method based on the situation. One of the scenic spot is different form the

35、confirmation of overseas travel agency. l Contact with the overseas travel agency again. l To find out which scenic spot is included in the schedule. l Try to let the tourists understand if a new scenic spot takes place of the old one and refund the extra money to the tourists. When a group of 34 Ch

36、inese had dinner in a Thai restaurant in July, 2011, one of the guests gave a small gift to a local boy who was running around the dining tables, and also he touched the boys head to show his affection to this lovely kid. However, in Thailand, a notable social norm holds that the head is considered sacred and touching someone on the head is regarded as an insult. Thais head, especially young kids, is never allowed to touch. The child parents face got clouded instantly as soon as it happened but they managed to keep themselves under control. Worse than bad, the guest w