旅游英語(yǔ)接待與送別旅客

旅游英語(yǔ)接待與送別旅客第1頁(yè)/共46頁(yè)LectureTimeAssignedPARTMODULESCONTENTSSTUDIEDILead-inTourGuide’sgeneraltasksQuestionfordiscussionIIOralpracticeKnow-howforANational/LocalTourGuide—MeetingtheGuestsIIIWritingDraftawelcome&farewellspeechⅣHomeworkCaseProblems第2頁(yè)/共46頁(yè)LearningObjectivesGettoknowthetourguide’sprincipledutiesMasterhowtoreceivetouristsattheairportLearntowriteawelcome&farewellspeech第3頁(yè)/共46頁(yè)ATourGuidesomeoneassignedbyatravelservicetoorganizetoconductatriptotakecareofeverydetailofatourapersonthattheguestspayfortheconveniencefamiliarwithgeographyandhistoryofacertainarea.第4頁(yè)/共46頁(yè)P(yáng)artIATourGuide’sGeneraltasksA.somebasicservice---

meetingandseeingoff,checkinginandcheckingout,arrangingfoodandaccommodation,providingon–tourservicepromotingoptionaltourproducts,givingtouradvice,dealingwithcomplaintsandemergencies,cators,instructorsandall-aroundexperts----history,geography,architecture,Artandotherinterdisciplinaryknowledge第5頁(yè)/共46頁(yè)ATourGuide’sGeneralTasksB:

thepublicfaceofatravelagencyHelpshapethefirstimpressiontovisitors.His/Herqualityofserviceisconductivetothedirectpromotionofsalesoflocaltourproducts,makegreatcontributiontoincreasingtheincomeofforeigncurrencyC:agoodwillcultureambassador,anunofficialspokespersonforthedestinationsworkingattheforefrontofthetravelindustryandmeetingpeoplefromallovertheworldandwithdiversebackgrounds,aguideactsastoforeignguests,facilitateforeigntouriststoenhancetheirunderstandingaboutChinaandeliminateprejudiceagainstChina第6頁(yè)/共46頁(yè)QuestionsforDiscussionDoesatourguidehavetoperformanarrayoftasksatthesametime?Doesatourguideneedtorefertoalargesumofrelevantsourcesofinformation?Isproperdressverynecessaryforatourguide?What’sthepurposeoftalkingaboutsomelatestnews?Inhowmanyrespectsshouldaguidegetprepared?第7頁(yè)/共46頁(yè)P(yáng)artIIKnow-howforATourGuide—MeetingtheGuests1.Introduction2.Preparationsbeforemeetingtheguests3.Proceduresformeetingvisitorsattheairport4.Usefulsentencepatterns&situationaldialogues第8頁(yè)/共46頁(yè)IntroductionMeetingthetouristsattheairportisthefirstimportantstepthroughoutthewholereceptionintourism.Aswellbegunishalfdone,youshouldplaytheroleofatourguidewellattheverybeginning,andyoushouldbewarm-hearted,humorousandconsiderate.Theprocedureofmeetingguestsattheairportincludesfindingtheguests,greetingtheguests,countingthenumberoftheguestsandcheckingtheluggage.Then,youleadthegueststothebus.Duringthecourse,youshouldalwayswelcomethegueststoyourcityoryourcountryandaskthemforquestionsorrequests.Expressyourwillingnesstoservethemsincerelyandhonestly,andwishthemapleasantjourneyandanenjoyablestayinyourcityoryourcountry.第9頁(yè)/共46頁(yè)P(yáng)reparationsbeforereceivingtourgroupgroupnumber,thetourleader,thenationalguide,thechargingschedule,theplacesofaccommodation,theactivityitems,theservicestandards,specialrequirementsandsoon.(1)Befamiliarwiththereceptionplan.Theseinclude:第10頁(yè)/共46頁(yè)(2)Implementofvarioustasks.ToConfirmtransportation,accommodationandallkindsofinvoices,andcontactthereceptionunits.(3)Bementallypreparedforthetour.Tobepsychologicallypreparedtofacethecomplaints,blamesandaccusationsfromcertaintourist,aswellastheemergenciesthatmayarise.(4)Prepareallthenecessaryitems,suchasthetourFlags/banners,badges,guidingmaps,etc.第11頁(yè)/共46頁(yè)ThechecklistofthingsbeforemeetingguestsItineraryPassengerlists,withpersoninchargenotedBookinginformation:thehotel,coach,meals,theattractions,transportationfornextstop.Couponstotherestaurantsandattractions,tickets.ChecksorvouchersforpaymentFlagofthetravelserviceNamebadge第12頁(yè)/共46頁(yè)MeetingGuestsattheairportProcedurestoremember:Cometotheairportatleast30minutesinadvance;checkthearrivalterminaltoconfirmtheactualarrivaltimeandarrivalgate.Arrangeluggagetransfer,walktothegate,establishameeting/waitingsiteforthegroup,andnotethelocationofthebaggageclaimarea.Receivethegroupandofferafriendlygreeting,inquireabouttheirtrip,andgivebriefbutclearinstructionsastotheimmediateprocedures.Helptouristswhentheycollecttheirluggage,andremindthemtocheckifthereisanydamage.Andthentransfertheluggagetothevehicle.Escortthetouriststotheirmotorcoach.DeliverAWelcomeSpeech第13頁(yè)/共46頁(yè)UsefulExpressionsReceivingguestsattheairport:Excuseme,sir.AreyouMr.RonaldfromAmerica?Excuseme,madam,butareyouMs.LynnDavisfromAustralia?Excuseme,I’mlookingforatourgroupfromtheU.S..Theleader’snameisMaria.Goodmorning,sir,IamaguidetomeetaguestfromNewZealand.AreyouMr.Davis?第14頁(yè)/共46頁(yè)Greeting:Howdoyoudo,Mr.James.Goodmorning,Mr.Smith.WelcometoChina.Nicetomeetyou,Nick.DidyouenjoyyourtripinXi’an?Howwasyourtrip?IsthisyourfirstvisittoChina?HaveyoubeentoChinabefore?HowlongwillyoustayinChina?第15頁(yè)/共46頁(yè)Confirmingguestsandluggage:Couldyoutellmeifeveryoneinthegroupishere,Mr.Lynn?Iseverybodyhere,Mr.Brown?Mr.Hugo,doyouhaveallyourguestshere?Howmanypiecesofluggagedowehave?MayIhaveyourbaggagecheck,please?第16頁(yè)/共46頁(yè)Movingoutoftheairport:Arewereadytogonow?Couldyoutellthegueststofollowmyflagsinceit’ssocrowdedhere?Shallwemovetothecoachnow?Ourcoachiswaitingintheparkinglot.Ourcoachnumberis54369.Pleasetrytorememberit.Therewillbe40minutesbeforewearriveatourhotel.第17頁(yè)/共46頁(yè)P(yáng)artIII.Writing

HowtowriteaspeechGettoknowaSpeechformat(Chengdu)SampleWriteawelcome&farewellspeech第18頁(yè)/共46頁(yè)四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院WelcomeSpeech致歡迎辭134BrieflyintroduceChengduandtouristsites大致介紹成都以及景點(diǎn)Greeting&Welcome問(wèn)候并表達(dá)歡迎Don’tforgettowishthemhaveagoodtime別忘了表達(dá)祝愿2Brieflyintroducehotel大致介紹入住酒店第19頁(yè)/共46頁(yè)WelcomeSpeech致歡迎辭四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院Hospitality熱情Requirement解說(shuō)要求Patient耐心Careful細(xì)致

LinkingWords連接詞Personalizedintroduction個(gè)性化介紹Humor幽默Cautions注意事項(xiàng)第20頁(yè)/共46頁(yè)

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院第一步：表達(dá)歡迎1Greeting問(wèn)候開口第一句，說(shuō)什么呢？Goodmorning，LadiesandGentlemen!早上好，女生們、先生們!第21頁(yè)/共46頁(yè)

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院第二步：一句話介紹成都1在你的心目中，成都是一座什么樣的城市呢？天府之國(guó)一座來(lái)了就不想離開的城市蓉城ThelandofabundanceAcityyoudon’twanttoleaveonceyoucomeTheCityofHibiscus熊貓故鄉(xiāng)ThePanda’sHometown歡迎來(lái)到天府之國(guó)--成都。WelcometoChengdu,thelandofabundance.第22頁(yè)/共46頁(yè)

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院PandaBowlTeaHotpot111第二步：成都的記憶點(diǎn)提到成都，你會(huì)想到什么呢？第23頁(yè)/共46頁(yè)4/13/20234/13/2023Hotpot第24頁(yè)/共46頁(yè)4/13/20234/13/2023Panda第25頁(yè)/共46頁(yè)4/13/20234/13/2023BowlTeaAndyou’llenjoySichuanOperahere.第26頁(yè)/共46頁(yè)4/13/2023

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院成都的著名景點(diǎn)和名勝古跡有哪些呢？第二步：成都景點(diǎn)Mt.QingchengPandaBaseWuhouTempleDufuThatchedCottage第27頁(yè)/共46頁(yè)4/13/2023

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院第三步：介紹入住酒店1LivingHotel下榻賓館LivingHotel：name+address+starlevel

Eg:Now,weareapproachingtoShangri-laHotel.It’salongthebankofJinjiangRiver.Andit’soneofbestfive-starhotelsinChengdu.2Cautions注意事項(xiàng)Eg:Ladiesandgentlemen,pleasebringyourbelongingsandcheck-inatthereception.Eg:Watchyoursteps!第28頁(yè)/共46頁(yè)4/13/2023

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院第四步：表達(dá)祝愿1Bestwishes

衷心祝愿您旅途愉快！Isincerelywishyouapleasantandcomfortablestayhere.Usefulexpressions:希望您旅途愉快Ihopeyouwillenjoyyourtour.第29頁(yè)/共46頁(yè)4/13/2023

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院語(yǔ)音模擬PreviewWelcomeSpeechIIEachstepshouldhavelinkingwordsGoodmorning,ladiesandgentlemen.WelcometoChengdu,thelandofabundance.1.GreetingChengduisacitywithalonghistoryandbrightculture.Thewell-knowntouristsitesyou’regoingtovisitincludingWuhouTemple,DufuThatchedCottage,Mt.QingchengandPandaBase.2.TouristSitesNow,we’reapproachingtoJinjiangHotel.It’safive-starhotel,whereyouwillstayformanydays.It’slocatedinSouthernPeopleRoad.Thehotelofferfive-starservicesbothfoodandbed.3.Hotel4.wishesIhopeyouwillenjoythetour.Oh,thecoachisfast,we’vearrivedatJinjiangHotel.Pleasetakeyourbelongingsandgetoffthecoach.Wewillcheckinthehotel.Thankyouforyourattention!第30頁(yè)/共46頁(yè)4/13/2023

Usefulexpression知識(shí)點(diǎn)回顧四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院1.

Next,I’dliketointroducesomethingaboutthiscity.

接下來(lái)，我想要介紹一下有關(guān)這個(gè)城市的一些情況。2.There’remanyfamousscenicspotsandhistoricalsitesinChengdu.

在成都有很多著名的景點(diǎn)和名勝古跡。3.

It’soneofthebestfour-starhotelsinthecity.

它是這個(gè)城市最好的四星級(jí)酒店之一。4.Ihopeyouwillenjoyyourstaythere.

我希望你能在那住得愉快。第31頁(yè)/共46頁(yè)Usefulexpression知識(shí)點(diǎn)回顧5.Wewilldoourbesttomakeyourtripmoreenjoyableandmemorable.

我們將盡最大努力使你們的旅行更有趣、更難忘6.Let’sgetoffandgotothereceptiondesk.

讓我們下車去接待處。7.Watchyoursteps!

請(qǐng)注意腳下。8.連接詞：Now,ladiesandgentlemen,everybody9.提示詞：Lookout!MayIhaveyourattention?10.序數(shù)詞：Firstly,secondly,then,finally第32頁(yè)/共46頁(yè)

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院怎樣表達(dá)熱烈地歡迎呢？PracticetimeyouwillgivethewelcomespeechtoAmericantourists.你將向美國(guó)游客致歡迎詞，請(qǐng)準(zhǔn)備一段不短于5分鐘的英語(yǔ)歡迎詞。第33頁(yè)/共46頁(yè)

四川文化產(chǎn)業(yè)職業(yè)學(xué)院文旅學(xué)院項(xiàng)目分值評(píng)分標(biāo)準(zhǔn)與各項(xiàng)分值得分說(shuō)明性知識(shí)10地點(diǎn)、名稱、時(shí)間距、路距、特點(diǎn)等要素交代取材與主題20取材得當(dāng)，開門見山，與題目結(jié)合好內(nèi)容與信息40內(nèi)容翔實(shí)，豐滿、生動(dòng)方法與技巧20講解扣人心弦，善于歸納，能熟練地應(yīng)用講解方法與技巧總體印象10好，較好，一般評(píng)分標(biāo)準(zhǔn)Practicetime第34頁(yè)/共46頁(yè)Sample1LadiesandGentlemen,WelcometoXi’an.MynameisLinda.I’mfromXi’anChinaInternationalTravelService.I’llbeyourlocalguideduringyourstayinXi’an.NowIwouldliketointroducetoyouLiJing,yournationalguide.HewillbetravelingwithyouduringyourentiretripinChina.HeisaveryexperiencedguideandhastraveledextensivelybothinChinaandoverseas.I’msureyouwillfindhimagreathelp.ThisisMr.Yang,ourdriver.Hisbusnumberis12345.Ifyouneedanyhelp,pleasedon’thesitatetoletusknow.We’lltryourverybesttomakeyourstayapleasantone.Morethananyothercity,Xi’anoffersasplendidmicrocosmofbothmodernandtraditionalChina.Itcontainssomanysightswithinitsvicinitythatoneshortvisitisdefinitelyinsufficient.However,“halfapieceoftoastisbetterthannobreadatall.”Ihopethatyourvisittothisancientcitywillbeahappyandmemorableexperience.Thankyouall.第35頁(yè)/共46頁(yè)Sample2Goodafternoon,ladiesandgentlemen,Youarewelcome.Allowmetointroducemyself.MynameisLindaWu.Wuismysurname,soyoumaycallmeXiaoWu.AndthisisMr.Liu,ourdriver,whohashad20yearsofdrivingexperience.WecomefromtheGuangzhouTravelService.Wearegladtohaveyouhere.Onbehalfofourcompanyandourcolleagues,we’dliketoextendawarmwelcometoyouall.I’llbeyourlocaltourguideduringyourfour-daytourinthiscityandwe’llbeatyourserviceatanytime.We’lldoeverythingpossibletomakeyourvisitapleasantexperience.Ifyouhaveanyproblemsorsuggestions,pleasedon’thesitatetoletusknow.WehavereservedtwosuitesandeightSuitesforyouattheWhiteSwanHotel.Itoffersthebestservicesinthiscity.Weshallmeetatthehotellobbyat7:30a.m.forourfirstvisittomorrow.Pleasedoremembertheplatenumberofourbus.Thenumberis862569.Thankyou.Wehopeyou’llenjoyyourstayinthiscity.第36頁(yè)/共46頁(yè)Farewellspeech導(dǎo)游歡送詞是導(dǎo)游人員在旅游者離開一地，臨分別前向客人表達(dá)依依惜別之情的致辭。同歡迎詞一樣，致歡送詞要恰到好處，感情要真摯、誠(chéng)懇。歡送詞應(yīng)該言簡(jiǎn)意賅，不宜過(guò)長(zhǎng)，其內(nèi)容取決于具體的游覽行程，但一般應(yīng)該包含以下幾點(diǎn)：回顧旅游活動(dòng)，感謝大家的合作；表達(dá)友誼和惜別之情；誠(chéng)懇征求旅游者對(duì)導(dǎo)游工作的意見和建議；導(dǎo)游人員可借致歡送詞之際就旅游服務(wù)的不足之處向客人表示歉意；對(duì)客人所要前往的下一站作簡(jiǎn)要介紹；向客人致以良好的祝愿。第37頁(yè)/共46頁(yè)LadiesandGentlemen,Iwouldliketotellyouthatithasbeenagreatpleasureformetospendthelastfewdaysasyourguide.Ihavehadtheopportunitytomeetandgettoknowyou,andwehavespentagreatdealoftimetogether.IhopeyouhaveenjoyedthesedaysasmuchasIhave.Wehavetriedtomakeyourstayhereaspleasantandasenjoyableaspossible.Wesincerelyhopethatyouhaveenjoyedbeinghereandthatonedayinthefutureyouwillreturntovisitusagain.Ifthereiseveranythingwecandotomakethispossible,pleasefeelfreetocallonus.Welookforwardtoseeingyouallagainsoon.Pleasehaveapleasantjourneyhome.ThankyouforcomingtoBeijingandforusingourtravelservice.Sample1第38頁(yè)/共46頁(yè)

‘CauseIknow,forthepast14days.AndIhopethatyouwillagreewithme.We’vemetsomereallytoughmuch.Imean,hehasbeenourfriend,hehasbeenourteacher,ourfather,ourbrotherandeverythingelseasyoucanthinkof.Hehasbeensoorganized.Henicknamedustheredbus,thespeedyones.Butyouknow,wewerespeedybecauseofhishelp,hisorganization,hisskillsatgettingustogetherandworkingtogether.Script第39頁(yè)/共46頁(yè)Hefoundoutourstrongpointsandhebuiltonthem.Hewasresourceful.Andeverytimeweaskaquestionforhim.Healwayshadananswer.Hegaveoffhimself.Hetoldofhispersonallife,hisparents,hisfamilyandhowhegrewup.Andhebuiltbonds,OK,atthingsthatwewillneverforget,we’llalwaysrememberthisspecialtripwithhim.Script第40頁(yè)/共46頁(yè)Beyondthat,hewascaring,hetaughtustogowiththeflow.Onetimeheaskedus‘howdidyoulikethePekingDuckdinner?’.weallwereveryquietandsaid‘Mark,welikethechocolate,welikethebirthdaycakethebest’.Whenheaskedushowwelikethedumplings,weanswered‘weliketheShandongBeers.’sowewentwiththeflow.Hewasourgoodteacher.Butaboveandbeyond,wecanallagreeMarkdealtuswell,hetookcareofus.Script第41頁(yè)/共46頁(yè)Ourgroupwasverydemandinginthatwehadpeoplethatneedextracare.Andwecouldn’thavedonethatwithoutMark’sprioritytokeepussafe.AndIthinkthat’soneofthebestandmostdesirablethingthatweca