11CourseIntroduction領(lǐng)隊(duì)英語課件

1、11CourseIntroduction領(lǐng)隊(duì)英語11CourseIntroduction領(lǐng)隊(duì)英語Practical English for Out-bound Tour LeadersCourse Introduction領(lǐng)隊(duì)英語Practical English for Out-bouContentCourse Introduction1.1 An Introduction about Outbound Tour LeadersPractical English for Outbound Tour Leaders: Chapter 11) What is an Outbound Tour L

2、eader 2) Principal Job Requirements 3) Outbound Tour Leaders in ChinaContentCourse Introduction1.Course ObjectivesHow？Why？What？Course ObjectivesHow？Why？What？Perspectives of out-bound tourismGreat demands for out-bound leadersNecessary Professional qualitiesFierce CompetitionWhy？Perspectives of out-b

3、ound tourThe World Tourism Organization forecast that China would grow into the worlds fourth-largest source of outbound tourists by 2015. 94.3 mln outbound visits expected in 2013中國2013年出境旅游人數(shù)預(yù)計(jì)9430萬人次 2013年04月24日 21:42來源：中國新聞網(wǎng)中新社北京4月24日電 (記者 周音)中國旅游研究院24日在北京公布中國出境旅游發(fā)展年度報(bào)告(2012-2013)。該報(bào)告稱，中國出境市場201

4、3年仍將保持快速發(fā)展態(tài)勢，預(yù)計(jì)出境旅游人數(shù)9430萬人次，同比增長15%。出境旅游消費(fèi)將實(shí)現(xiàn)1176億美元，同比增長20%。 由于入境市場增速的相對趨緩，中國旅游服務(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)。Perspectives of out-bound tourismThe World Tourism Organization中國出境市場規(guī)模增長中國旅游研究院發(fā)布中國出境旅游發(fā)展年度報(bào)告2014稱，2014年中國出境旅游規(guī)模將達(dá)1.14億人次，同比增長16%，出境旅游花費(fèi)1400億美元，同比增長18%。中國出境市場規(guī)

5、模增長中國旅游研究院發(fā)布中國出境旅游發(fā)展年度出境旅游消費(fèi)增長出境旅游消費(fèi)增長A hot job ?Opportunities VS ChallengesA hot job ?Opportunities VS ChA hot potato ?Opportunities VS ChallengesA hot potato ?Opportunities VSOpportunities VS ChallengesOpportunities VS ChallengesThe same responsibilities, Higher demands on service quality.The same

6、 responsibilities, R U ready for the opportunities and challenges?R U ready for the 11CourseIntroduction領(lǐng)隊(duì)英語What？What will we learn in this course？Airport Servicesvarious procedures at the airportIn-Flight ServicesHelp obtain in-flight services and solve problemsHotel Servicesperform the procedures

7、at the hotel and deal with emergencies Touring Servicescooperate with local guide during the tour Freeday Serviceshelp arranging the freeday activities and provide companion when necessaryWhat？What will we learn in thiAirport ServicesTouring ServicesHotel ServicesIn-Flight ServicesSituation A:Asia(S

8、ingapore, Japan, Korea)Freeday ServicesSituation B:Europe(Italy, Germany, France) Situation C:North America(USA, Canada) Situation D:Oceania(Australia, New Zealand) Situation E:Middle East(Egypt, Dubai) How to learn？Airport ServicesTouring ServicCourse RequirementsYour Final ScoreClass studySelf-stu

9、dyFinals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 Course RequirementsYour Final Interview for Outbound Tour LeaderAre you ready to be an outbound tour leader?Scene: yo

10、u are applying for a job as an outbound tour leader. Answer the following questions from your interviewers.Interview for Outbound Tour LeInterview for Outbound Tour LeaderWhy do you want to be an outbound tour leader? Show your passion for the job2. What make you think you would be a success in this

11、 position? Advantages in personality & professional knowledge/expeirence3. Where do you see yourself in 5 years? 10 years? Career planningTry to answer 3 common interview questions：Interview for Outbound Tour Le1.1 An Introduction about Outbound Tour Leaders1.1 An Introduction about Key QuestionsWha

12、t is an outbound tour leader? What makes a good outbound tour leader?(3) How can we obtain a certificate for the job?Key QuestionsWhat is an outbouAn outbound tour leader is a staff appointed by a travel agency to offer an escorted service, supervise and also cooperate with the overseas travel agenc

13、y in the carry-out of the agreed tour itinerary on the tour arrangements for accommodation, transportation, sightseeing, as well as conduct the related travel services for an outbound tour group. 1. What is an Outbound Tour Leader ?P3An outbound tour leader is a sCooperate and superviseto ensure the

14、 tour is arranged in accordance with the travel contract;(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 and communication between your travel agency and the local ones (5) Keep the

15、 unity團(tuán)結(jié) and wholeness 完整性of the group. 2. Principal Job RequirementsP4pre-departure briefing;行前說明會 entry and exit formalities; 出入境手續(xù)hotel check-in & check-out酒店入住/結(jié)賬Accommodation arrangement住宿安排assistance during sightseeing , transportation & meals協(xié)助餐飲觀光及交通consultant while shopping 導(dǎo)購Cooperate and

16、superviseto ensthe applicant must be the employee of a travel agency and has contractual relationship建立合同關(guān)系 with the travel agency. And the authorized travel agencies will take full charge to work on the assessment評估；審查 of their eligibility資格 and provide the on-the-job training在職培訓(xùn). The new Law of T

17、ourism requires a national tour guide certificate for the applicantsApplication for the Certificates 領(lǐng)隊(duì)證申辦P5the applicant must be the empl2. professional training programs職業(yè)培訓(xùn)項(xiàng)目 (provided by the tourism administration department of the province) Pass the test a certified statement the travel agencie

18、s apply for the certificates for the eligible applicantsApplication for the Certificates 領(lǐng)隊(duì)證申辦P52. professional training progr3.Professional training programs commonly consist of: ideological and ethic education思想道德教育, education in discipline concerning foreign affairs涉外紀(jì)律教育, industry law and morali

19、ty旅游政策法規(guī), the basic situation of tourist destinations countries旅游目的地國家概況the obligations and responsibilities of an outbound tour leader領(lǐng)隊(duì)人員的義務(wù)與職責(zé). E.g.: 廣西：領(lǐng)隊(duì)實(shí)務(wù)；出境旅游領(lǐng)隊(duì)案例解析；出入境、邊檢、海關(guān)常識；領(lǐng)隊(duì)職業(yè)道德浙江：領(lǐng)隊(duì)業(yè)務(wù)；政策法規(guī)；目的地國家知識；英語北京：出境旅游領(lǐng)隊(duì)實(shí)務(wù)；旅游目的地概述；領(lǐng)隊(duì)英語筆試+聽力Application for the Certificates 領(lǐng)隊(duì)證申辦P5Application for th

20、e CertificatThe outbound tour leader certificate has a term of validity有效期 of 3 years. apply for reissue of a certificate 6 months prior to the expiration期滿；到期.3. Outbound Tour Leaders in China: Administration 行政管理制度The outbound tour leader certiGroup performance: Pre-departure BriefingRequirements:

21、 Prepare an itinerary (English Version) Explain the itinerary to your tour group (English)Remind the tourists of some important matters to be cared.No more than 15 minutes per group.Assignment for 1st periodGroup performance: Pre-departuPreparation before Leading An Outbound Tour GroupPreparation be

22、fore Leading An 1. Receiving the tour leader task 1. Receiving the tour leader Teaching ObjectivesTo know the procedure of receiving the task. To know how to check the necessities of the outbound tour group with the OP. To know how to use the above necessities.To know how to skim through the above n

23、ecessities and comprehend key point.To know how to deal with Special Situations during receiving the task .Teaching ObjectivesTo know the1. Preparation before Departure 行前準(zhǔn)備Accept the tour task; receive the travel documents from the OP (operator)：tour itinerary, traffic tickets, tourist visa, the Ro

24、ster of Outbound Tourist 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Room NameGenderBirthdayOccupationPassport No.NoteRooming List1. Preparation before Departur

25、Travel Documents：ticket, passport, visaTravel Documents：ticket, pass新舊護(hù)照對比新舊護(hù)照對比11CourseIntroduction領(lǐng)隊(duì)英語11CourseIntroduction領(lǐng)隊(duì)英語新舊版本港澳通行證新舊版本港澳通行證2014年以前港澳通行證2014年以前港澳通行證11CourseIntroduction領(lǐng)隊(duì)英語VisaVisa11CourseIntroduction領(lǐng)隊(duì)英語E-ticket電子客票E-ticket電子客票Travel Documents： Itinerary Travel Documents： Itin

26、erary Travel Documents：The Roster of Outbound Tourist Groups of Chinese Citizens Travel Documents：The function and usage of the rosterThe roster 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 ad

27、ministration department and the last shall be kept by the travel agency. The authorized travel agency shall, in accordance with the relevant provisions, submit the roster to the relevant departments for examination and record when the tourist group leaves or enters the Chinese territory and after su

28、ch tourist group re-enters the Chinese territory. The function and usage of the 1. Preparation before Departure 行前準(zhǔn)備Accept the tour task; documentary preparationBe acquainted with the travel documents: try to find more detailed information and the feature of the group, such as names, sex，age，occupat

29、ions, 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 “honey-mooners”, anniversaries and birthdays of tour members can be included for arranging some unexpected surprise and pleasurable

30、 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1. Preparation before DeparturPreparation before Departure 行前準(zhǔn)備 documentary preparationGet familiar with the reception schedule: learn by heart the tour itinerary about the time of arrival and departure, sceni

31、c spots for sightseeing, the standard of accommodation, the arrangements for transportation, shopping, shows and optional programs .Check and confirm related travel documents: such as tickets, visas of the group. The tour leader should be cautious about the name, number, place of issue, date of issu

32、e, 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 the Outbound Tour Leader出境領(lǐng)隊(duì)帶團(tuán)工作程序Preparation before Departure 行 Summary: Working Procedures for taking over the tour lea

33、der task from the OP1. 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 OP.3. Deal with Special Situations during receiving the task 4. Receive the personal necessities of th

34、e tour leader.任務(wù)交接：領(lǐng)取團(tuán)隊(duì)出境資料 核對資料數(shù)目 瀏覽核對資料內(nèi)容,掌握關(guān)鍵內(nèi)容 -處理領(lǐng)隊(duì)任務(wù)交接過程中的小事故 領(lǐng)隊(duì)出團(tuán)前的行裝必備物品. Summary: Working ProceduresPersonal Preparation of the Tour Leader Electrical equipmentsocket排插 socket adapter轉(zhuǎn)換插座 smart phone 手機(jī) camera相機(jī) recharger充電器 SD card內(nèi)存卡 card readerPersonal Preparation of the ToAll kinds of s

35、mall gifts 給旅途中過生日的客人的禮物，并準(zhǔn)備給地陪、司機(jī)、工作人員、突然出現(xiàn)的該送禮品的人的禮物。Personal Preparation of the Tour Leader Medication 消炎藥，止痛藥，創(chuàng)可貼，繃帶，寶服靈，胃藥，感冒藥，暈車藥，瀉藥等等。大部分都是公司給配備的，但是不到萬不得已時(shí)不能給客人用內(nèi)服藥。All kinds of small gifts 給旅途中All kind of Using Tools手電筒（看日出,停電時(shí)用） 小音箱（搞聚會活動(dòng)時(shí)用）、水壺、 多功能刀 multitool、電池、手表、指南針、望遠(yuǎn)鏡Personal Preparat

36、ion of the Tour Leader Package一個(gè)腰包/挎包/肩包 一個(gè)背包 一個(gè)大旅行箱All kind of Using Tools手電筒（看日出Books and documentation目的地國家的書籍 ，地圖 文曲星 文檔包括（隊(duì)員保險(xiǎn) 聯(lián)系名單 分房表 出團(tuán)通知書 行程等 Personal Preparation of the Tour Leader Credentials, passport and purse身份證 護(hù)照 領(lǐng)隊(duì)證 錢包Books and documentation目的地國家的書Personal preparation of the tour le

37、aderID Card, passport, Tour Leader card, purseTips: Keep your credit card and cash separately. Do not carry large amount of cash for the sake of safety.Personal preparation of the toThe following content is supposed to be covered in the pre-departure briefing: make a welcome speech Extending a warm

38、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 pleasant and memorable experience. give an introduction to the tour itineraryExplain the travel arrangements in necessary details:

39、 the time of arrival and departure, scenic spots for sightseeing, the standard of accommodation, the arrangement of transportation, shopping, shows and optional programs.Explain to the tourists the basic information of the destination country: relevant laws, its customs, habits, taboos and other mat

40、ters needing attentions.(2) Pre-departure Briefing 行前說明會Working Procedures for the Outbound Tour Leader出境領(lǐng)隊(duì)帶團(tuán)工作程序1. Preparation before Departure 行前準(zhǔn)備The following content is suppo keep them informed of notices of international toursExplain the Customs regulations and baggage rules when going through

41、 the outbound formalities at 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 Ce

42、rtificate of Vaccination 國際旅行健康證明書 and Certificate of Health Examination for International Travelling國際旅行預(yù)防接種證書 for health quarantine inspection arrangements for the meeting time and the place for departure(2) Pre-departure Briefing 行前說明會Working Procedures for the Outbound Tour Leader出境領(lǐng)隊(duì)帶團(tuán)工作程序1. Pr

43、eparation before Departure 行前準(zhǔn)備Make sure every group members are informed about the briefing, and help those who do not attend the meeting with make-up information, bring him/her the related items. keep them informed of noticeRole playScenario A 場景1An outbound tour leader is receiving a task from th

44、e 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. Receives related documents and work necessities from the OP. The OP: Informs the tour leader about the

45、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 points are marked for you.Role playScenario A 場景1Act outRole playScenario A 場景1An outbound tour leader is rec

46、eiving 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. Receives related documents and work necessities from the OP. The OP: Informs the t

47、our 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 points are marked for you.Role playScenario A 場景1Act outRole playScenario B 場景2An outbou

48、nd 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. Offers travel tips on packing, dressing, medical necess

49、ities, 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 information on packing, dressing, medical necessities,

50、 documents, foreign currency exchange, etc. Makes personal requirements on the trip.Role playScenario B 場景24. Deal with Special Situations during receiving the task .4. Deal with Special SituationSituation One:One of the clients passport lost some pages which contains visa Tip: the OP of the travel

51、agency contact with the embassy again and try to get a new one for the tourist.Situation One:One of the clieSituation two: 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

52、the tourists and inform them.3. More method based on the situation.Situation two: Rooms are not eSituation three:One of the scenic spot is different form the confirmation of overseas travel agency. Contact with the overseas travel agency again. To find out which scenic spot is included in the schedu

53、le. 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.Situation three:One of the sceWhen a group of 34 Chinese 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