(完整版)1.1CourseIntroduction領隊英語

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Out-boundTourLeadersCourseIntroduction領隊英語ContentCourseIntroduction>>1.1AnIntroductionaboutOutboundTourLeaders>>PracticalEnglishforOutboundTourLeaders:Chapter11)WhatisanOutboundTourLeader

2)PrincipalJobRequirements3)OutboundTourLeadersinChinaCourseObjectivesHow？Why？What？Perspectivesofout-boundtourismGreatdemandsforout-boundleadersNecessaryProfessionalqualitiesFierceCompetitionWhy？TheWorldTourismOrganizationforecastthatChinawouldgrowintotheworld'sfourth-largestsourceofoutboundtouristsby2015.94.3mlnoutboundvisitsexpectedin2013中國2013年出境旅游人數預計9430萬人次

2013年04月24日21:42來源：中國新聞網

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)展年度報告(2012-2013)》。該報告稱，中國出境市場2013年仍將保持快速發(fā)展態(tài)勢，預計出境旅游人數9430萬人次，同比增長15%。出境旅游消費將實現1176億美元，同比增長20%。

由于入境市場增速的相對趨緩，中國旅游服務貿易逆差也將進一步擴大，預計將達683億美元?！?.出境旅游已從過去一種少數人享受的權利正在逐步走向普及化的平民消費。Perspectivesofout-boundtourism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)展年度報告2014》稱，2014年中國出境旅游規(guī)模將達1.14億人次，同比增長16%，出境旅游花費1400億美元，同比增長18%。出境旅游消費增長Ahotjob?OpportunitiesVSChallengesAhotpotato?OpportunitiesVSChallengesOpportunitiesVSChallengesThesameresponsibilities,Higherdemandsonservicequality.RUreadyfortheopportunitiesandchallenges?What？Whatwillwelearninthiscourse？AirportServicesvariousproceduresattheairportIn-FlightServicesHelpobtainin-flightservicesandsolveproblemsHotelServicesperformtheproceduresatthehotelanddealwithemergenciesTouringServicescooperatewithlocalguideduringthetourFreedayServiceshelparrangingthefreedayactivitiesandprovidecompanionwhennecessaryAirportServicesTouringServicesHotelServicesIn-FlightServicesSituationA:Asia(Singapore,Japan,Korea)FreedayServicesSituationB:Europe(Italy,Germany,France)

SituationC:NorthAmerica(USA,Canada)

SituationD:Oceania(Australia,NewZealand)SituationE:MiddleEast(Egypt,Dubai)Howtolearn？CourseRequirementsYourFinalScoreClassstudySelf-studyFinals此處添加文字此處添加文字ClassAttendanceandparticipation;Groupwork(acting/pptpresentation,atleast2times)Finalexam(written/oralexam/combination)Self-study;popquiz;Assignments

InterviewforOutboundTourLeaderAreyoureadytobeanoutboundtourleader?Scene:youareapplyingforajobasanoutboundtourleader.Answerthefollowingquestionsfromyourinterviewers.InterviewforOutboundTourLeaderWhydoyouwanttobeanoutboundtourleader?Showyourpassionforthejob2.Whatmakeyouthinkyouwouldbeasuccessinthisposition?

Advantagesinpersonality&professionalknowledge/expeirence3.Wheredoyouseeyourselfin5years?10years?

CareerplanningTrytoanswer3commoninterviewquestions：1.1AnIntroductionaboutOutboundTourLeadersKeyQuestionsWhatisanoutboundtourleader?

Whatmakesagoodoutboundtourleader?(3)Howcanweobtainacertificateforthejob?Anoutboundtourleaderisastaffappointedbyatravelagencytoofferanescortedservice,superviseandalsocooperatewiththeoverseastravelagencyinthecarry-outoftheagreedtouritineraryonthetourarrangementsforaccommodation,transportation,sightseeing,aswellasconductthe

relatedtravelservicesforanoutboundtourgroup.1.WhatisanOutboundTourLeader?P3Cooperateandsupervise…toensurethetourisarrangedinaccordancewiththetravelcontract;(2)Providenecessarytravelservices.

(3)Handleemergencies,disputesandotherissues.Conveythetourists’demandsandcomplaints.

(4)Responsibleforliaison聯(lián)絡；聯(lián)系

andcommunicationbetweenyourtravelagencyandthelocalones(5)Keeptheunity團結

andwholeness

完整性ofthegroup.2.PrincipalJobRequirementsP4pre-departurebriefing;行前說明會

entryandexitformalities;出入境手續(xù)hotelcheck-in&check-out酒店入住/結賬Accommodationarrangement住宿安排assistanceduringsightseeing,transportation&meals協(xié)助餐飲觀光及交通consultantwhileshopping導購theapplicantmustbetheemployeeofatravelagencyandhascontractualrelationship建立合同關系

withthetravelagency.Andtheauthorizedtravelagencieswilltakefullchargetoworkontheassessment評估；審查

oftheireligibility資格andprovidetheon-the-jobtraining在職培訓.ThenewLawofTourismrequiresanationaltourguidecertificatefortheapplicantsApplicationfortheCertificates

領隊證申辦P52.professionaltrainingprograms職業(yè)培訓項目

(providedbythetourismadministrationdepartmentoftheprovince)

Passthetestacertifiedstatement

thetravelagenciesapplyforthecertificatesfortheeligibleapplicantsApplicationfortheCertificates

領隊證申辦P53.Professionaltrainingprogramscommonlyconsistof:ideologicalandethiceducation思想道德教育,educationindisciplineconcerningforeignaffairs涉外紀律教育,industrylawandmorality旅游政策法規(guī),thebasicsituationoftouristdestinationscountries旅游目的地國家概況theobligationsandresponsibilitiesofanoutboundtourleader領隊人員的義務與職責.

E.g.:廣西：領隊實務；出境旅游領隊案例解析；出入境、邊檢、海關常識；領隊職業(yè)道德浙江：領隊業(yè)務；政策法規(guī)；目的地國家知識；英語北京：出境旅游領隊實務；旅游目的地概述；領隊英語筆試+聽力ApplicationfortheCertificates

領隊證申辦P5Theoutboundtourleadercertificatehasatermofvalidity有效期of3years.applyforreissueofacertificate6monthspriortotheexpiration期滿；到期.3.OutboundTourLeadersinChina:Administration

行政管理制度

Groupperformance:Pre-departureBriefingRequirements:Prepareanitinerary(EnglishVersion)Explaintheitinerarytoyourtourgroup(English)Remindthetouristsofsomeimportantmatterstobecared.Nomorethan15minutespergroup.Assignmentfor1stperiodPreparationbeforeLeadingAnOutboundTourGroup1.ReceivingthetourleadertaskTeachingObjectivesToknowtheprocedureofreceivingthetask.ToknowhowtocheckthenecessitiesoftheoutboundtourgroupwiththeOP.Toknowhowtousetheabovenecessities.Toknowhowtoskimthroughtheabovenecessitiesandcomprehendkeypoint.ToknowhowtodealwithSpecialSituations

duringreceivingthetask.1.PreparationbeforeDeparture行前準備Acceptthetourtask;①receivethetraveldocumentsfromtheOP(operator)：touritinerary,traffictickets,touristvisa,theRosterofOutboundTouristGroupsofChineseCitizens[1],roominglistofthetourists,thephonenumbersofallreceptionpartiesfortimelycontacts,etc.WorkingProceduresfortheOutboundTourLeader

出境領隊帶團工作程序RoomNameGenderBirthdayOccupationPassportNo.NoteRoomingListTravelDocuments：

ticket,

passport,visa新舊護照對比新舊版本港澳通行證2014年以前港澳通行證VisaE-ticket

電子客票TravelDocuments：

ItineraryTravelDocuments：TheRosterofOutboundTouristGroupsofChineseCitizens

ThefunctionandusageoftherosterTherostershallbeinquadruplicate.Onecopyshallbefortheexitfrontierinspection,onefortheentryfrontierinspection,oneforexaminationbythetourismadministrationdepartmentandthelastshallbekeptbythetravelagency.

Theauthorizedtravelagencyshall,inaccordancewiththerelevantprovisions,submittherostertotherelevantdepartmentsforexaminationandrecordwhenthetouristgroupleavesorenterstheChineseterritoryandaftersuchtouristgroupre-enterstheChineseterritory.1.PreparationbeforeDeparture行前準備Acceptthetourtask;②documentarypreparationBeacquaintedwiththetraveldocuments:trytofindmoredetailedinformationandthefeatureofthegroup,suchasnames,sex，age，occupations,socialstatus,religiousbelief,livinghabitsandcustoms,dietaryrestrictions,aswellasVIPsorthemembersinneedofspecialcare,etc.Informationsuchas“honey-mooners”,anniversariesandbirthdaysoftourmemberscanbeincludedforarrangingsomeunexpectedsurpriseandpleasurableexcitementonthetourservices.WorkingProceduresfortheOutboundTourLeader

出境領隊帶團工作程序PreparationbeforeDeparture行前準備②documentarypreparationGetfamiliarwiththereceptionschedule:learnbyheartthetouritineraryaboutthetimeofarrivalanddeparture,scenicspotsforsightseeing,thestandardofaccommodation,thearrangementsfortransportation,shopping,showsandoptionalprograms.Checkandconfirmrelatedtraveldocuments:suchastickets,visasofthegroup.Thetourleadershouldbecautiousaboutthename,number,placeofissue,dateofissue,dateofexpirationofthepassportsandvisastomakesuretheyarevalidforgoingthroughnecessaryexit-entryformalitiesofthecountryonthetrip.WorkingProceduresfortheOutboundTourLeader

出境領隊帶團工作程序

Summary:

WorkingProceduresfortakingover

thetourleadertaskfromtheOP

1.ReceivethenecessitiesoftheoutboundtourgroupfromtheOPandChecknumber.2.SkimthroughandChecktheabovenecessitiesandcomprehendkeypointswiththehelpoftheOP.3.DealwithSpecialSituationsduringreceivingthetask4.Receivethepersonalnecessitiesofthetourleader.任務交接：領取團隊出境資料

核對資料數目

瀏覽核對資料內容,掌握關鍵內容-->處理領隊任務交接過程中的小事故

領隊出團前的行裝必備物品.PersonalPreparationoftheTourLeaderElectricalequipmentsocket排插socketadapter轉換插座

smartphone手機

camera相機recharger充電器SDcard內存卡cardreaderAllkindsofsmallgifts給旅途中過生日的客人的禮物，并準備給地陪、司機、工作人員、突然出現的該送禮品的人的禮物。PersonalPreparationoftheTourLeaderMedication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不能給客人用內服藥。AllkindofUsingTools手電筒（看日出,停電時用）

小音箱（搞聚會活動時用）

、水壺、多功能刀multitool、電池、手表、指南針、望遠鏡PersonalPreparationoftheTourLeaderPackage一個腰包/挎包/肩包

一個背包

一個大旅行箱Booksanddocumentation目的地國家的書籍，地圖

文曲星

文檔包括（隊員保險聯(lián)系名單分房表出團通知書

行程等

PersonalPreparationoftheTourLeaderCredentials,passportandpurse身份證

護照

領隊證

錢包PersonalpreparationofthetourleaderIDCard,passport,TourLeadercard,purseTips:Keepyourcreditcardandcashseparately.Donotcarrylargeamountofcashforthesakeofsafety.Thefollowingcontentissupposedtobecoveredinthepre-departurebriefing:①makeawelcomespeechExtendingawarmwelcometothetouristsonbehalfofthetravelagency;Introducingoneself;Expressingwillingnesstoservethemcordiallyandhopesfortheircooperation,wishingthemapleasantandmemorableexperience.②giveanintroductiontothetouritineraryExplainthetravelarrangementsinnecessarydetails:thetimeofarrivalanddeparture,scenicspotsforsightseeing,thestandardofaccommodation,thearrangementoftransportation,shopping,showsandoptionalprograms.Explaintothetouriststhebasicinformationofthedestinationcountry:relevantlaws,itscustoms,habits,taboosandothermattersneedingattentions.(2)Pre-departureBriefing

行前說明會WorkingProceduresfortheOutboundTourLeader出境領隊帶團工作程序1.PreparationbeforeDeparture行前準備③keeptheminformedofnoticesofinternationaltoursExplaintheCustomsregulationsandbaggageruleswhengoingthroughtheoutboundformalitiesattheairport.④requirementsforthetourists'personalandpropertysafety⑤travellingtipsontheirpacking,dressing,cashcarryingandforeigncurrencyexchange⑥confirmationofroomallocation,paymentagreementandtheirspecialrequirements⑦ademandforInternationalCertificateofVaccination國際旅行健康證明書

andCertificateofHealthExaminationforInternationalTravelling國際旅行預防接種證書

forhealthquarantineinspection⑧arrangementsforthemeetingtimeandtheplacefordeparture(2)Pre-departureBriefing

行前說明會WorkingProceduresfortheOutboundTourLeader出境領隊帶團工作程序1.PreparationbeforeDeparture行前準備Makesureeverygroupmembersareinformedaboutthebriefing,andhelpthosewhodonotattendthemeetingwithmake-upinformation,bringhim/hertherelateditems.RoleplayScenarioA場景1AnoutboundtourleaderisreceivingataskfromtheOPofatravelagencyintheoffice.Thetourleader:●Inquiresaboutthebasicinformationofthegroupmembers.●Communicatesabouttheactivitiesandarrangementsoftheoutboundtouritinerary.●ReceivesrelateddocumentsandworknecessitiesfromtheOP.TheOP:●Informsthetourleaderaboutthebasicinformationofthetask.●Makesthetourleaderbewareofthespecialrequirementsofthegroup.●Handsoverrelatedtraveldocumentsforthetrip.Actoutthefollowingdialogs,themainpointsaremarkedforyou.RoleplayScenarioA場景1AnoutboundtourleaderisreceivingataskfromtheOPofatravelagencyintheoffice.Thetourleader:●Inquiresaboutthebasicinformationofthegroupmembers.●Communicatesabouttheactivitiesandarrangementsoftheoutboundtouritinerary.●ReceivesrelateddocumentsandworknecessitiesfromtheOP.TheOP:●Informsthetourleaderaboutthebasicinformationofthetask.●Makesthetourleaderbewareofthespecialrequirementsofthegroup.●Handsoverrelatedtraveldocumentsforthetrip.Actoutthefollowingdialogs,themainpointsaremarkedforyou.RoleplayScenarioB場景2Anoutboundtourleaderisgivingapre-departurebriefingtothetourists.Thetourleader:●Makesawelcomingspeechonbehalfofthetravelagency.●Givesanintroductiontothetouritinerary.●Makessuggestionsonthepreparationfortheoutboundtrip.●Offerstraveltipsonpacking,dressing,medicalnecessities,documents,foreigncurrencyexchange,etc.●Confirmsroomallocationandattendtothetourists’specialrequirements.●Declaresthearrangementforthedepartureday.Thetourists:●Inquiresaboutthedetailsoftheitinerary.●Asksfordetailinformationonpacking,dressing,medicalnecessities,documents,foreigncurrencyexchange,etc.●Makespersonalrequirementsonthetrip.4.DealwithSpecialSituations

duringreceivingthetask.

SituationOne:Oneoftheclient’spassportlostsomepageswhichcontainsvisa

Tip:theOPofthetravelagencycontactwiththeembassyagainandtrytogetanewoneforthetourist.Situationtwo:

Roomsarenotenough,forthetourgrouphassinglemaleandfemalewhocannotsharearoom.1.Askthetouriststopayextrachargeforthesingleroom.2.ArrangeTripleRoomforthetouristsandinformthem.3.Moremethodbasedonthesituation.Situationthree:Oneofthescenicspotisdifferentformtheconfirmationofoverseastravelagency.Contactwiththeoverseastravelagencyagain.Tofindoutwhichscenicspotisincludedintheschedule.Trytoletthetouristsunderstandifanewscenicspottakesplaceoftheoldoneandrefundtheextramoneytothetourists.Whenagroupof34ChinesehaddinnerinaThairestaurantinJuly,2011,oneoftheguestsgaveasmallgifttoalocalboywhowasrunningaroundthediningtables,andalsohetouchedtheboy’sheadtoshow