Tourism EnglishTourism EnglishUnit1MeetingonArrival&SeeingoffonDeparture Lecture Time AssignedLecture Time AssignedPARTPARTMODULESMODULESCONTENTS STUDIEDCONTENTS STUDIEDI ILead-inLead-inTour Guides general tasksTour Guides general tasksQuestion for discussionQuestion for discussionIIIIOral practiceOral practiceKnow-how for A National / Know-how for A National / Local Tour Guide Local Tour Guide Meeting the GuestsMeeting the GuestsIIIIIIWritingWritingDraft a welcome & farewell Draft a welcome & farewell speechspeechHomeworkHomeworkCase ProblemsCase ProblemsLearningObjectivesn nGettoknowthetourguidesprincipledutiesn nMasterhowtoreceivetouristsattheairportn nLearntowriteawelcome&farewellspeechATourGuiden nsomeoneassignedbyatravelservicesomeoneassignedbyatravelservicen ntoorganizetoorganizen ntoconductatriptoconductatripn ntotakecareofeverydetailofatourtotakecareofeverydetailofatourn napersonthattheguestspayfortheapersonthattheguestspayfortheconvenienceconveniencen nfamiliarwithgeographyandhistoryofacertainfamiliarwithgeographyandhistoryofacertainarea.area.Part I A Tour GuidePart I A Tour Guides General s General taskstasksn nA. some basic serviceA. some basic serviceA. some basic serviceA. some basic service- n nmeetingandseeingoff,meetingandseeingoff,n ncheckinginandcheckingout,checkinginandcheckingout,n narrangingfoodandaccommodation,arrangingfoodandaccommodation,n nprovidingonprovidingon tourservicetourservicen npromotingoptionaltourproducts,promotingoptionaltourproducts,n ngivingtouradvice,givingtouradvice,n ndealingwithcomplaintsandemergencies,dealingwithcomplaintsandemergencies,n ndoingpre-tourandpost-tourjobandsonon.doingpre-tourandpost-tourjobandsonon.n neducators, instructors and all-around experts-educators, instructors and all-around experts-educators, instructors and all-around experts-educators, instructors and all-around experts-n nhistory,history,n ngeography,geography,n narchitecture,architecture,n nArtandotherinterdisciplinaryknowledgeArtandotherinterdisciplinaryknowledgeA Tour GuideA Tour Guides General Taskss General Tasksn nB B B B: : : : the public face of a travel agencythe public face of a travel agencythe public face of a travel agencythe public face of a travel agencyn nHelpshapethefirstimpressiontovisitors.Helpshapethefirstimpressiontovisitors.n nHis/HerqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourHis/Herqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyn nC: a goodwill culture ambassador, an unofficial C: a goodwill culture ambassador, an unofficial C: a goodwill culture ambassador, an unofficial C: a goodwill culture ambassador, an unofficial spokesperson for the destinations spokesperson for the destinations spokesperson for the destinations spokesperson for the destinations n nworkingattheforefrontofthetravelindustryandmeetingpeoplefromalloverworkingattheforefrontofthetravelindustryandmeetingpeoplefromallovertheworldandwithdiversebackgrounds,aguideactsastoforeignguests,theworldandwithdiversebackgrounds,aguideactsastoforeignguests,facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandfacilitateforeigntouriststoenhancetheirunderstandingaboutChinaandeliminateprejudiceagainstChinaeliminateprejudiceagainstChinaQuestions for DiscussionQuestions for Discussionn nDoesatourguidehavetoperformanarrayofDoesatourguidehavetoperformanarrayoftasksatthesametime?tasksatthesametime?n nDoesatourguideneedtorefertoalargesumDoesatourguideneedtorefertoalargesumofrelevantsourcesofinformation?ofrelevantsourcesofinformation?n nIsproperdressverynecessaryforatourguide?Isproperdressverynecessaryforatourguide?n nWhatWhat sthepurposeoftalkingaboutsomelateststhepurposeoftalkingaboutsomelatestnews?news?n nInhowmanyrespectsshouldaguidegetInhowmanyrespectsshouldaguidegetprepared?prepared?Part II Know-how for A Tour Part II Know-how for A Tour Guide Meeting the GuestsGuide Meeting the Guests1. Introduction2. Preparations before meeting the guests3. Procedures for meeting visitors at the airport4. Useful sentence patterns & situational dialoguesIntroductionIntroductionn nMeetingthetouristsattheairportisthefirstimportantstepMeetingthetouristsattheairportisthefirstimportantstepthroughoutthewholereceptionintourism.Aswellbegunisthroughoutthewholereceptionintourism.Aswellbegunishalfdone,youshouldplaytheroleofatourguidewellatthehalfdone,youshouldplaytheroleofatourguidewellattheverybeginning,andyoushouldverybeginning,andyoushouldbewarm-hearted,humorousbewarm-hearted,humorousandconsiderate.andconsiderate.n nTheprocedureofmeetingguestsattheairportincludesTheprocedureofmeetingguestsattheairportincludesfindingtheguests,greetingtheguests,countingthenumberfindingtheguests,greetingtheguests,countingthenumberoftheguestsandcheckingtheluggage.Then,youleadtheoftheguestsandcheckingtheluggage.Then,youleadthegueststothebus.gueststothebus.n nDuringthecourse,youshouldalwayswelcomethegueststoDuringthecourse,youshouldalwayswelcomethegueststoyourcityoryourcountryandaskthemforquestionsoryourcityoryourcountryandaskthemforquestionsorrequests.Expressyourwillingnesstoservethemsincerelyrequests.Expressyourwillingnesstoservethemsincerelyandhonestly,andwishthemapleasantjourneyandanandhonestly,andwishthemapleasantjourneyandanenjoyablestayinyourcityoryourcountry.enjoyablestayinyourcityoryourcountry.Preparations before receiving tour Preparations before receiving tour groupgroupn ngroupnumber,groupnumber,n nthetourleader,thetourleader,n nthenationalguide,thenationalguide,n nthechargingthechargingschedule,schedule,n ntheplacesoftheplacesofaccommodation,accommodation,n ntheactivityitems,theactivityitems,n ntheservicestandards,theservicestandards,n nspecialrequirementsspecialrequirementsandsoon.andsoon.(1) Be familiar with the reception plan. These (1) Be familiar with the reception plan. These include: include: n n(2)Implement of various tasks.Implement of various tasks.n nToConfirmtransportation,accommodationandallkindsofinvoices,andcontactthereceptionunits.n n(3)Be mentally prepared for the tour.Be mentally prepared for the tour.n nTobepsychologicallypreparedtofacethecomplaints,blamesandaccusationsfromcertaintourist,aswellastheemergenciesthatmayarise.n n(4)Prepare all the necessary itemsPrepare all the necessary items,suchasthetourFlags/banners,badges,guidingmaps,etc.The checklist of things before The checklist of things before meeting guestsmeeting guestsn nItineraryItineraryn nPassengerlists,withpersoninchargenotedPassengerlists,withpersoninchargenotedn nBookinginformation:thehotel,coach,meals,Bookinginformation:thehotel,coach,meals,theattractions,theattractions,n ntransportationfornextstop.transportationfornextstop.n nCouponstotherestaurantsandattractions,Couponstotherestaurantsandattractions,tickets.tickets.n nChecksorvouchersforpaymentChecksorvouchersforpaymentn nFlagofthetravelserviceFlagofthetravelservicen nNamebadgeNamebadgeMeeting Guests at the airportMeeting Guests at the airportn nProcedures to remember:Procedures to remember:Procedures to remember:Procedures to remember:n nCometotheairportatleast30minutesinadvance;checktheCometotheairportatleast30minutesinadvance;checkthearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgatearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgate. .n nArrangeluggagetransfer,walktothegate,establishaArrangeluggagetransfer,walktothegate,establishameeting/waitingsiteforthegroup,andnotethelocationofthemeeting/waitingsiteforthegroup,andnotethelocationofthebaggageclaimarea.baggageclaimarea.n nReceivethegroupandofferafriendlygreeting,inquireaboutReceivethegroupandofferafriendlygreeting,inquireabouttheirtrip,andgivebriefbutclearinstructionsastotheimmediatetheirtrip,andgivebriefbutclearinstructionsastotheimmediateprocedures.procedures.n nHelptouristswhentheycollecttheirluggage,andremindthemtoHelptouristswhentheycollecttheirluggage,andremindthemtocheckifthereisanydamage.Andthentransfertheluggagetocheckifthereisanydamage.Andthentransfertheluggagetothevehicle.thevehicle.n nEscortthetouriststotheirmotorcoach.Escortthetouriststotheirmotorcoach.n nDeliverAWelcomeSpeechDeliverAWelcomeSpeechUseful ExpressionsUseful Expressionsn nReceiving guests at the airport:Receiving guests at the airport:n nExcuseme,sir.AreyouMr.RonaldfromAmerica?Excuseme,sir.AreyouMr.RonaldfromAmerica?n nExcuseme,madam,butareyouMs.LynnDavisExcuseme,madam,butareyouMs.LynnDavisfromAustralia?fromAustralia?n nExcuseme,ImlookingforatourgroupfromtheExcuseme,ImlookingforatourgroupfromtheU.S.TheleadersnameisMaria.U.S.TheleadersnameisMaria.n nGoodmorning,sir,IamaguidetomeetaguestGoodmorning,sir,IamaguidetomeetaguestfromNewZealand.AreyouMr.Davis?fromNewZealand.AreyouMr.Davis?n nGreeting:Greeting:n nHowdoyoudo,Mr.James.n nGoodmorning,Mr.Smith.WelcometoChina.n nNicetomeetyou,Nick.n nDidyouenjoyyourtripinXian?n nHowwasyourtrip?n nIsthisyourfirstvisittoChina?n nHaveyoubeentoChinabefore?n nHowlongwillyoustayinChina?n nConfirming guests and luggage:Confirming guests and luggage:n nCouldyoutellmeifeveryoneinthegroupishere,Mr.Lynn?n nIseverybodyhere,Mr.Brown?n nMr.Hugo,doyouhaveallyourguestshere?n nHowmanypiecesofluggagedowehave?n nMayIhaveyourbaggagecheck,please?n nMoving out of the airport:Moving out of the airport:n nArewereadytogonow?n nCouldyoutellthegueststofollowmyflagsinceitssocrowdedhere?n nShallwemovetothecoachnow?n nOurcoachiswaitingintheparkinglot.n nOurcoachnumberis54369.Pleasetryton nrememberit.n nTherewillbe40minutesbeforewearriveatourhotel.Part III. WritingPart III. Writing How to write a speechHow to write a speechHow to write a speechHow to write a speech1.Get to know a Speech format (Chengdu)2.Sample 3.Write a welcome& farewell speech四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院Welcome Speech Welcome Speech 致欢迎辞致欢迎辞1 13 34 4BrieflyintroduceChengduandtouristsites大致介绍成都以及景点Greeting&Welcome问候并表达欢迎Dontforgettowishthemhaveagoodtime别忘了表达祝愿2 2Brieflyintroducehotel大致介绍入住酒店Welcome Speech Welcome Speech 致欢迎辞致欢迎辞四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院Hospitality热情Requirement Requirement 解说要求解说要求Patient耐心Careful细致LinkingWords连接词Personalizedintroduction个性化介绍Humor幽默Cautions注意事项 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院第一步：表达欢迎第一步：表达欢迎1 1Greeting 问候问候开口第一句，说什么呢？Good morningGood morning，Ladies and Gentlemen! Ladies and Gentlemen! 早上好，女生们、先生们早上好，女生们、先生们! ! 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院第二步：一句话介绍成都第二步：一句话介绍成都1 1在你的心目中，成都是一座什么样的城市呢？在你的心目中，成都是一座什么样的城市呢？天府之国一座来了就不想离开的城市蓉城The land of abundanceA city you dont want to leave once you comeThe City of Hibiscus 熊猫故乡The Pandas Hometown欢迎来到天府之国欢迎来到天府之国-成都。成都。WelcometoChengdu,thelandofabundance. 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院PandaBowlTeaHotpot第二步：成都的记忆点第二步：成都的记忆点提到成都，你会想到什么呢？9/18/20249/18/20249/18/2024H Ho ot tp po ot t9/18/20249/18/20249/18/2024P Pa an nd da a9/18/20249/18/20249/18/2024B Bo ow wl l T Te ea aAnd youll enjoy Sichuan Opera here.9/18/20249/18/2024 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院成都的著名景点和名胜古迹有哪些呢？第二步：成都景点第二步：成都景点Panda BaseWuhou TempleDufu Thatched Cottage9/18/20249/18/2024 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院第三步：介绍入住酒店第三步：介绍入住酒店1 1Living Hotel 下榻宾馆下榻宾馆Living Hotel：name+ address + star level Eg: Now, we are approaching to Shangri-la Hotel. Its along the bank of Jinjiang River. And its one of best five-star hotels in Chengdu.2 2Cautions 注意事项注意事项Eg: Ladies and gentlemen, please bring your belongings and check-in at the reception.Eg: Watch your steps!9/18/20249/18/2024 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院第四步：表达祝愿第四步：表达祝愿1 1Best wishes衷心祝愿您旅途愉快！Isincerelywishyouapleasantandcomfortablestayhere.Usefulexpressions:希望您旅途愉快Ihopeyouwillenjoyyourtour.9/18/20249/18/2024 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院语音模拟语音模拟 PreviewWelcome Speech IIWelcome Speech IIWelcome Speech IIWelcome Speech IIEach step should have linking wordsEach step should have linking wordsGoodmorning,ladiesandgentlemen.WelcometoChengdu,thelandofabundance.1. Greeting1. GreetingChengduisacitywithalonghistoryandbrightculture.Thewell-knowntouristsitesyouregoingtovisitincludingWuhouTemple,DufuThatchedCottage,Mt.QingchengandPandaBase.2. Tourist Sites2. Tourist SitesNow,wereapproachingtoJinjiangHotel.Itsafive-starhotel,whereyouwillstayformanydays.ItslocatedinSouthernPeopleRoad.Thehotelofferfive-starservicesbothfoodandbed.3. Hotel3. Hotel4. wishes4. wishesIhopeyouwillenjoythetour.Oh,thecoachisfast,wevearrivedatJinjiangHotel.Pleasetakeyourbelongingsandgetoffthecoach.Wewillcheckinthehotel.Thankyouforyourattention!9/18/20249/18/2024 Useful expressionUseful expression知识点回顾知识点回顾 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院1.1.Next,Next,IdIdlikeliketotointroduceintroducesomethingsomethingaboutaboutthisthiscity.city.接下来，我想要介接下来，我想要介绍绍一下有关一下有关这这个城市的一些情况。个城市的一些情况。2.2. TherereTherere manymany famousfamous scenicscenic spotsspots andandhistoricalsitesinChengdu.historicalsitesinChengdu.在成都有很多著名的景点和名在成都有很多著名的景点和名胜胜古迹。古迹。3.Itsoneofthebestfour-starhotelsinthecity.3.Itsoneofthebestfour-starhotelsinthecity.它是它是这这个城市最好的四星个城市最好的四星级级酒店之一。酒店之一。4.Ihopeyouwillenjoyyourstaythere.4.Ihopeyouwillenjoyyourstaythere.我希望你能在那住得愉快。我希望你能在那住得愉快。Useful expressionUseful expression知识点回顾知识点回顾 5.5. WeWe willwill dodo ourour bestbest toto makemake youryour triptrip moremoreenjoyableandmemorable.enjoyableandmemorable.我我们们将尽最大努力使你将尽最大努力使你们们的旅行更有趣、更的旅行更有趣、更难难忘忘6.Letsgetoffandgotothereceptiondesk.6.Letsgetoffandgotothereceptiondesk.让让我我们们下下车车去接待去接待处处。7.Watchyoursteps!7.Watchyoursteps!请请注意脚下。注意脚下。8.8.连连接接词词：Now,ladiesandgentlemen,everybodyNow,ladiesandgentlemen,everybody9.9.提示提示词词：Lookout!MayIhaveyourattention?Lookout!MayIhaveyourattention?10.10.序数序数词词：Firstly,secondly,then,finallyFirstly,secondly,then,finally 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院怎样表达热烈地欢迎呢？Practice timePractice timeyou will give the welcome speech to American tourists.你将向美国游客致欢迎词，请准备一段不短于5分钟的英语欢迎词。 四川文化产业职业学院四川文化产业职业学院文旅学院文旅学院项项 目目分分 值值评分标准与各项分值评分标准与各项分值得得 分分说明性知识1010地点、名称、时间距、路距、特点等要素交代取材与主题2020取材得当，开门见山，与题目结合好内容与信息4040内容翔实，丰满、生动方法与技巧2020讲解扣人心弦，善于归纳，能熟练地应用讲解方法与技巧总体印象1010好，较好，一般评分标准评分标准Practice timeSample1LadiesandGentlemen,LadiesandGentlemen,n nWelcometoXian.MynameisLinda.ImfromXianChinaWelcometoXian.MynameisLinda.ImfromXianChinaInternationalTravelService.IllbeyourlocalguideduringyourInternationalTravelService.IllbeyourlocalguideduringyourstayinXian.NowIwouldliketointroducetoyouLiJing,yourstayinXian.NowIwouldliketointroducetoyouLiJing,yournationalguide.Hewillbetravelingwithyouduringyourentirenationalguide.HewillbetravelingwithyouduringyourentiretripinChina.HeisaveryexperiencedguideandhastraveledtripinChina.HeisaveryexperiencedguideandhastraveledextensivelybothinChinaandoverseas.ImsureyouwillfindhimextensivelybothinChinaandoverseas.Imsureyouwillfindhimagreathelp.agreathelp.n nThisisMr.Yang,ourdriver.Hisbusnumberis12345.IfyouThisisMr.Yang,ourdriver.Hisbusnumberis12345.Ifyouneedanyhelp,pleasedonthesitatetoletusknow.Welltryourneedanyhelp,pleasedonthesitatetoletusknow.Welltryourverybesttomakeyourstayapleasantone.verybesttomakeyourstayapleasantone.n nMorethananyothercity,XianoffersasplendidmicrocosmofMorethananyothercity,XianoffersasplendidmicrocosmofbothmodernandtraditionalChina.ItcontainssomanysightsbothmodernandtraditionalChina.Itcontainssomanysightswithinitsvicinitythatoneshortvisitisdefinitelyinsufficient.withinitsvicinitythatoneshortvisitisdefinitelyinsufficient.However,“halfapieceoftoastisbetterthannobreadatall.”IHowever,“halfapieceoftoastisbetterthannobreadatall.”Ihopethatyourvisittothisancientcitywillbeahappyandhopethatyourvisittothisancientcitywillbeahappyandmemorableexperience.Thankyouall.memorableexperience.Thankyouall.Sample2Goodafternoon,ladiesandgentlemen,Goodafternoon,ladiesandgentlemen,n nYouarewelcome.Allowmetointroducemyself.MyYouarewelcome.Allowmetointroducemyself.MynameisLindaWu.Wuismysurname,soyoumaycallmenameisLindaWu.Wuismysurname,soyoumaycallmeXiaoWu.AndthisisMr.Liu,ourdriver,whohashad20XiaoWu.AndthisisMr.Liu,ourdriver,whohashad20yearsofdrivingexperience.WecomefromtheGuangzhouyearsofdrivingexperience.WecomefromtheGuangzhouTravelService.Wearegladtohaveyouhere.OnbehalfofTravelService.Wearegladtohaveyouhere.Onbehalfofourcompanyandourcolleagues,weourcompanyandourcolleagues,we dliketoextendadliketoextendawarmwelcometoyouall.warmwelcometoyouall.n nII llbeyourlocaltourguideduringyourfour-daytourinllbeyourlocaltourguideduringyourfour-daytourinthiscityandwethiscityandwe llbeatyourserviceatanytime.Wellbeatyourserviceatanytime.We lldolldoeverythingpossibletomakeyourvisitapleasanteverythingpossibletomakeyourvisitapleasantexperience.Ifyouhaveanyproblemsorsuggestions,experience.Ifyouhaveanyproblemsorsuggestions,pleasedonpleasedon thesitatetoletusknow.thesitatetoletusknow.n nWehavereservedtwosuitesandeightSuitesforyouatWehavereservedtwosuitesandeightSuitesforyouattheWhiteSwanHotel.Itoffersthebestservicesinthiscity.theWhiteSwanHotel.Itoffersthebestservicesinthiscity.Weshallmeetatthehotellobbyat7:30a.m.forourfirstWeshallmeetatthehotellobbyat7:30a.m.forourfirstvisittomorrow.Pleasedoremembertheplatenumberofvisittomorrow.Pleasedoremembertheplatenumberofourbus.Thenumberis862569.Thankyou.ourbus.Thenumberis862569.Thankyou.n nWehopeyouWehopeyou llenjoyyourstayinthiscity.llenjoyyourstayinthiscity.Farewell speechFarewell speech导游欢送词是导游人员在旅游者离开一地，导游欢送词是导游人员在旅游者离开一地， 临分别前向客人表达临分别前向客人表达依依惜别之情的致辞。同欢迎词一样，依依惜别之情的致辞。同欢迎词一样， 致欢送词要恰到好处，致欢送词要恰到好处，感情要真挚、诚恳。欢送词应该言简意赅，感情要真挚、诚恳。欢送词应该言简意赅， 不宜过长，其内容不宜过长，其内容取决于具体的游览行程，取决于具体的游览行程， 但一般应该包含以下几点：但一般应该包含以下几点：n n回顾旅游活动，感谢大家的合作；回顾旅游活动，感谢大家的合作；n n表达友谊和惜别之情；表达友谊和惜别之情；n n诚恳征求旅游者对导游工作的意见和建议；诚恳征求旅游者对导游工作的意见和建议；n n导游人员可借致欢送词之际就旅游服务的不足之处向客人表示导游人员可借致欢送词之际就旅游服务的不足之处向客人表示歉意；歉意；n n对客人所要前往的下一站作简要介绍；对客人所要前往的下一站作简要介绍；n n向客人致以良好的祝愿。向客人致以良好的祝愿。n nLadiesandGentlemen,LadiesandGentlemen,n nIwouldliketotellyouthatithasbeenagreatpleasureIwouldliketotellyouthatithasbeenagreatpleasureformetospendthelastfewdaysasyourguide.Ihaveformetospendthelastfewdaysasyourguide.Ihavehadtheopportunitytomeetandgettoknowyou,andhadtheopportunitytomeetandgettoknowyou,andwehavespentagreatdealoftimetogether.Ihopeyouwehavespentagreatdealoftimetogether.IhopeyouhaveenjoyedthesedaysasmuchasIhave.WehavehaveenjoyedthesedaysasmuchasIhave.Wehavetriedtomakeyourstayhereaspleasantandastriedtomakeyourstayhereaspleasantandasenjoyableaspossible.enjoyableaspossible.n nWesincerelyhopethatyouhaveenjoyedbeinghereandWesincerelyhopethatyouhaveenjoyedbeinghereandthatonedayinthefutureyouwillreturntovisitusthatonedayinthefutureyouwillreturntovisitusagain.Ifthereiseveranythingwecandotomakethisagain.Ifthereiseveranythingwecandotomakethispossible,pleasefeelfreetocallonus.Welookforwardpossible,pleasefeelfreetocallonus.Welookforwardtoseeingyouallagainsoon.Pleasehaveapleasanttoseeingyouallagainsoon.Pleasehaveapleasantjourneyhome.journeyhome.n nThankyouforcomingtoBeijingandforusingourtravelThankyouforcomingtoBeijingandforusingourtravelservice.service.Sample1n nCauseIknow,forthepast14days.AndICauseIknow,forthepast14days.AndIhopethatyouwillagreewithme.Wevemethopethatyouwillagreewithme.Wevemetsomereallytoughmuch.Imean,hehasbeensomereallytoughmuch.Imean,hehasbeenourfriend,hehasbeenourteacher,ourfather,ourfriend,hehasbeenourteacher,ourfather,ourbrotherandeverythingelseasyoucanthinkourbrotherandeverythingelseasyoucanthinkof.of.n nHehasbeensoorganized.HenicknamedusHehasbeensoorganized.Henicknamedustheredbus,thespeedyones.Butyouknow,wetheredbus,thespeedyones.Butyouknow,wewerespeedybecauseofhishelp,hiswerespeedybecauseofhishelp,hisorganization,hisskillsatgettingustogetherandorganization,hisskillsatgettingustogetherandworkingtogether.workingtogether.Scriptn nHefoundoutourstrongpointsandhebuiltonthem.Hewasresourceful.Andeverytimeweaskaquestionforhim.Healwayshadananswer.n nHegaveoffhimself.Hetoldofhispersonallife,hisparents,hisfamilyandhowhegrewup.Andhebuiltbonds,OK,atthingsthatwewillneverforget,wellalwaysrememberthisspecialtripwithhim.Scriptn nBeyondthat,hewascaring,hetaughtustogowiththeflow.OnetimeheaskedushowdidyoulikethePekingDuckdinner?.weallwereveryquietandsaidMark,welikethechocolate,welikethebirthdaycakethebest.n nWhenheaskedushowwelikethedumplings,weansweredweliketheShandongBeers.sowewentwiththeflow.Hewasourgoodteacher.Butaboveandbeyond,wecanallagreeMarkdealtuswell,hetookcareofus.Scriptn nOurgroupwasverydemandinginthatwehadpeoplethatneedextracare.AndwecouldnthavedonethatwithoutMarksprioritytokeepussafe.AndIthinkthatsoneofthebestandmostdesirablethingthatwecanaskofatourguide.n nSoasfarasIamconcerned.HisbignamemeanTaijiMaster.Butyouknowwhat?HeistheTourGuideMaster,right?SoIstandherewithmixedfeelingbecauseIknowitstimetosaygoodbye.Scriptn nButyouknowwhat?TherewillbeanexttimebecauseMarkwillalwaysliveinourheart.HetaughtusinXianthe24Karaoke.Hetaughtushowtoopenupourheartsandgaveupeachother.n nAndthesearesomememorableeventswehaveforourChinatrip.Thankyou,Mark!OnbehalfoftheHawaiiContingencygroup,wedlikepresenttoyouasmalltokenofourappreciation.ScriptWord bank Word bank n nPersonnel Personnel Personnel Personnel 全体人员，职员全体人员，职员全体人员，职员全体人员，职员 n nTravel agent Travel agent Travel agent Travel agent 旅行代理人旅行代理人旅行代理人旅行代理人n nArray Array Array Array 大批，大批，大批，大批， 排列排列排列排列 n nFIT operator FIT operator FIT operator FIT operator 国外旅游散客批发商国外旅游散客批发商国外旅游散客批发商国外旅游散客批发商n nInterdisciplinary Interdisciplinary Interdisciplinary Interdisciplinary 跨学科的跨学科的跨学科的跨学科的 n nInbound agent Inbound agent Inbound agent Inbound agent 入境代理商入境代理商入境代理商入境代理商 n nSimultaneous Simultaneous Simultaneous Simultaneous 同时的同时的同时的同时的 n nTicket agent Ticket agent Ticket agent Ticket agent 售票代理商售票代理商售票代理商售票代理商n nImpair Impair Impair Impair 削弱削弱削弱削弱 n nCommercial agency Commercial agency Commercial agency Commercial agency 商务旅行社商务旅行社商务旅行社商务旅行社n nExpenditure Expenditure Expenditure Expenditure 花费花费花费花费 n nCooperate price Cooperate price Cooperate price Cooperate price 单位团体价格单位团体价格单位团体价格单位团体价格n nPriority Priority Priority Priority 优先权优先权优先权优先权n nDiscount rate Discount rate Discount rate Discount rate 优惠价优惠价优惠价优惠价n nCivility Civility Civility Civility 礼貌，谦恭礼貌，谦恭礼貌，谦恭礼貌，谦恭 n nCommission rate Commission rate Commission rate Commission rate 佣金率佣金率佣金率佣金率n nDomestic itinerary Domestic itinerary Domestic itinerary Domestic itinerary 国内旅游路国内旅游路国内旅游路国内旅游路线线线线 n nDeparture Departure Departure Departure 团组团组团组团组n nSelect routine Select routine Select routine Select routine 精选路线精选路线精选路线精选路线 n nentry requirement entry requirement entry requirement entry requirement 入境须知入境须知入境须知入境须知Part VI. Case ProblemsPart VI. Case Problemsn nWhatcanbedoneifthetourgroupaskstochangeWhatcanbedoneifthetourgroupaskstochangemealsatshortnotice?mealsatshortnotice?n nWhatremedialeffortcanbemadebeforethegroupWhatremedialeffortcanbemadebeforethegroupshowingstrongcomplaintsaboutthelocalfood?showingstrongcomplaintsaboutthelocalfood?n nWhatcanbedoneifthetouristsasktochangetoaWhatcanbedoneifthetouristsasktochangetoabetterhotel?betterhotel?n nHowshouldtheguidedealwiththepricedifferenceHowshouldtheguidedealwiththepricedifferencearisingfromtheoriginalroomarrangementafteronearisingfromtheoriginalroomarrangementafteronetouristiswillingtoliveinasingleroom?touristiswillingtoliveinasingleroom?