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专业英语

专业英语
专业英语

English for Tourist guides

Lecturer: Zong Yuanyuan

Chapter 1

Profile of Tourist guides

https://www.wendangku.net/doc/159139773.html,s and Roles of the Tourist guides

Western tourist guides:

local guides; city guides, step-on guides (step- ons)

tour manager(领队,团长), docent(博物美术馆的讲解员), interpreter(讲解员、定点导游)

China’s tourist guildes :

national guide(全陪);local guide(地陪);interpreter/spot guide; tour manager/ tour escort.

2. Basic Roles

Travel with the group through out China

Represent the receptive travel agency in China and sees to it that the itinerary is carried out smoothly.

Technical aspects of the trip and coordinate all of the tour managements

ex: primary interaction with local guides/the

tour manager/tour escorts

interaction with the tour group in and throughout the tour on time schedules, regulation.

taking care of baggage handling, hotel, train and ship room assignments, airline tickets, passports, visas, group c heck-in and seating, meals, special needs (including special diet) ,and health problems.

Chapter 2 Work and Responsibilities

1.Meeting Guests at the airport

1.1 Procedures to remember:

1. Come to the airport at least 30 minutes in advance; check the arrival terminal to confirm the actual arrival time and arrival gate.

2. Walk to the gate, establish a meeting / waiting site for the group, and note the location of the baggage claim area

3. Receive the group and offer a friendly greeting ,inquire about their trip, and give brief but clear instructions as to the immediate procedures

4. Help tourists when they collect their luggage, and remind them to check if there is any damage. And then transfe r the luggage to the vehicle.

5. Escort the tourists to their motor coach.

1.2 The checklist of things a local guide needs to prepare before meeting guests at the airport:

Itinerary

Passenger lists, with person in charge noted

Booking information: the hotel, coach, meals, the attractions, transportation for next stop

4.Coupons to the restaurants and attractions, tickets

5.Checks or vouchers for payment

6.Flag of the travel service

7. Name badge

1.3 Terms

Accept confirmation机票确认Advance reservation

Adult fare/children~/air fare

Air cargo

Air crew

Runway

Airfreight 航空运费

Airline terminal

Airport bus

Airport tax

Animal quarantine 动物检疫

Landing field 停机坪

News- stand, book- stall

Carry- on luggage 手提行李Certificate of vaccination 接种证书Charge for overweight

Charter flight 包机

Check- in baggage 托运行李

Custom bond 海关罚款

Custom clearance 海关手续

Custom detention 海关扣留

Custom declaration 海关申报

Custom tariff 关税率

Debentures 海关退税凭单

Dutiable articles 征税物品

Duty-free articles 免税物品

Duty-free allowance 免税金额

Flight board 班机时刻表

Free baggage allowance 免费托运重量Fuselage机身

Hatch 机舱

Cockpit驾驶舱

Fuel tank

Interline counter 转机柜台International pool service 国际联营航线

Layover 中途停顿

Undercarriage 起落架

Arrival lounge/lobby

Attend to go through/ entry (exit) (transit) formalities 入境出境过境

Automatic walkway

Baby- changing 婴儿盥洗室

Baggage check/label/tag

Boarding card 登机卡

Connecting bridge登机桥

~counter联机柜台

~ticket 联机机票

Contraband 违禁物品

Control tower

Custom dealer/clerk/officer/inspector

Custom duty

Custom inspection海关检查

Embarkation card 出境卡

ground staff/ crew 地勤人员

Immigration control 入境检查

Jet lag

1.4 Expression at the air pot

Hello, everyone. Welcome! How was your flight? I’m glad you enjoyed your flight.

You can relax now, and leave all your worries to me/ we are at your service!

I’m really looking forward to talking with you more, but for now, I thought you must be tired after this long flight and we’d better go straight to the hotel, where you can get settled.

Here’ s what we need to do is:the baggage will be arriving on gate 10 and I’ll lead the way. Once we’re there, I’ll designate an area where you ca n

put your bag when you identify them, and when we have all of them, we’ll proceed to the motor coach.

There are restrooms in the baggage area which you’re free to use, but please remain in the area, as we hope to be le aving the airport as quickly as possible.

Have you all got your baggage? Good, now let’s go to the motor coach. Please follow me and my flag. Your bagga ge will be put on another vehicle to be sent to the hotel. Don’t worry about it .

2. Welcoming Speech

2.1 Contents:

Give a brief introduction of him/herself and the driver and extend a warm welcome.

Concentrate on visitors’ immediate needs (tiredness,etc) and sets the stage for the remainder/arrangements of trip. The guides should arrive to all meeting places early and begin activities on time.

2.2 Industry routines and professional knowledge

The location of nearby medical facilities and local emergency procedures

Banking availability; Currency and exchange

Tickets ,shopping information and current theater and exhibition information

Information on calling taxis and fees

Restaurant recommendations, ex cuisine, price range

6. Local tipping customs

7. Safety tips and any unusual customs or help suggestions

2.3 a typical welcoming speech model

Good morning, ladies and gentlemen. Welcome to Guangzhou, a bustling prosperous city representing the merit an d achievement of modern China since it adopt an opening policy. Are you eager to see the city? Yes, I’m sure you will have a lot to see and experience during this stop.

After the long flight you must be very tired, so now we are heading to our hotel directly so that you can get settled and have a good rest. It takes us about 40 minutes to get to the hotel, so let me introduce my team and our schedul e in this city first.

Our driver is Mr. Wang. You can just call him Lao Wang. He has about ten years driving and working experience i n the travel industry. My name is Li Ping. You can call me Lucy if it’s easier for you to remember. We ‘re from Chi na Youth Travel Service. On behalf of my company and my colleague I ‘d like to extend a warm welcome to you . Welcome to Guangzhou!

Perhaps the first thing you need to pay attention to in this stop is the coach you’re sitting in. Our coach is a yellow one with CYTS painted on both sides and the number is …You’d better remember the number so that you can iden tify the coach wherever necessary. As you are in a different culture and country, I am sure there are many things th at you’re not familiar with and feel uncomfortable. So please be straightforward if any problems arise. I also hope t hat you’re as understanding as you can. As your guide, I highly appreciate your understanding and cooperation.

Besides, we all want to be able to see and do everything that scheduled. We need to be efficient. Nobody wants to be sitting on the coach waiting for one or two people each morning, right? So why don’t we all agree right now to be considerate to everyone and no keep anyone else waiting. Ok?

Now let me introduce our schedule in the trip to Guangzhou…

3. Speeches on the coach

3.1 responsibilities of tour guide

1. check the coach: ex: cleanliness, microphone

2. establish a seat for the guide himself/herself: ex: courier seat 副座,private conversation

3. what to interpret on coach: today’s schedule, flora, fauna, historical buildings and other sights being passed by the coach, the shopping tip presentation.

4. entertain the tourists on long journey;supervise and relax, arrangement of the next day (morning call time, breakfast time, departure time)

3.2 typical speeches on the coaches

Good morning ,ladies and gentlemen:

Thank you for your punctuality. I know you’re all eager to have a visit and experience by yourselves. As we are all here already, let’s head for our first destination for today.

Here is our schedule. In the morning ,we are going to visit Y uexiu(越秀) Park where you can take pictures before the five-goat statue on Yuexiu hill, which is the emblem of Guangzho u. Then we are going to Shanmian Island and the nearby Qingpin Market. We will have lunch in a restaurant in the island and in the afternoon we are going to visit Chen Clan Academy. After that you can have a nice walk along the Shangxiajiu road, a famous pedestrian shopping street. The street offers a wide collection of local handicrafts. You can shop while appreciating the traditional South China architecture along the shopping street. At dinner we have some local specialties for you. After

dinner we will take a night cruise to see the magnificent night view of the city. We will come back to hotel at abo ut ten’o’clock at night. It takes about 30min to get to Y uexiu Park and I would like to say a few words about our fir st destination, the Y uexiu Park and Zhenhai Tower.

Y ueXiu Park is Guangzhou’s largest park. It’s a beautiful landscaped park with three artificial lakes , seven hills and lush greenery. There are three main places that we are going to visit.

One is Henhailou(Tower overlooking the sea). This former tower serves as a history musenm of the city now. Th e second is Monument of Dr.SunYat-sen, which is not far from Zhenhailou. The third is the Five-goat Statue on Y u exiu Hill.

You may have heard that Guangzhou is know as City of five Goats (City of Five Rams ).There is an interesting story about the orgin of the same . Legend has it that more than 2000 years ago, five immortals riding five rams d escended on the land of Guangzhou with rice in their hands.

They brought luck and happiness to the people and wished them free from famine .then the immortals flew away a nd the five rams turned into stones and remained on the land. Through the stone statue this wonderful story has bee n vividly represented. The stone statue was designed and made in 1959 and became the city emblem since then. (on the way indicating city high-rises and highlights)

Ladies and gentlemen, in front of us is the Zhongxin Plaza. It’s the highest building of Guangzhou…

The tree that line up the street are redbud and palm strees. Redbud(紫荆)is very popular in HK and Guangzhou.

To the east of the hall is the location of Guangdong Provincial Government, to the south is

the official building for the Committee of People’s Congress of Guangdong Province and to the north is the Yuexi u Park.

Here is our destination . We will be in the park for about 40min. Now is ten minutes past nine, so let’s come back a t 10. please remember. Now take your handbag and follow me.

Please remember that the color of our coach is yellow, with CTYS painted on both sides of the coach and the numb

er is…

(at the end of the day)

Ladies and gentleman, now we are approaching our hotel ,how do you like your trip today? You

must be very tired after the whole day visit Now you can have a good rest at the hotel.

if you would like to have some outdoor night activities, take good care of yourselves and belongings. It is prefer able that you go in small groups and avoid going near the train station area where one might enconter more crime s uch as pickpocketing .please don’t come back too late.

Our schedule for tomorrow is : morning call

at 7:30, breakfast at the Four Season Restaurant on the ground flour at 8 and we are going to take off at 8:30 shar p for the tours for tomorrow. Have a nice rest at the hotel and see you tomorrow.

3.3 Farewell Speech

Dear friends, ladies and gentlemen:

Time flies quickly and your trip to China is drawing to an end. A fortnight ago, you came to China totally curious a nd excited. Now you are leaving Guangzhou for USA full of memories and perceptions of the places you’ve visite d.

During the tour ,you’ve visited Beijing ,capital of the world’s oldest and most continuous civilization. You’ve visit ed picturesque Hangzhou, Suzhou and Shanghai, the glamorous pearls at the Yangtze River delta, the former parad ise under heaven and current economic spearhead of the country. You ‘ve visited Guangzhou, where you enjoyed most widely-known foods of distinctive southern features and combination of different cultures. Though time is sh ort, I ‘m sure

You have discovered your own China and you’re leaving with lots of memories and experiences . I hope in the futu re you can come back and visit more places so that your discovery will be more complete and colorful.

I ‘ve been with you for two weeks. During the two weeks, we have been through many pleasures. You are very co operative ,understanding and punctual. You make my building work easy and enjoyable. I do appreciate that. I will always keep the sweet memories when we were together. I hope you can revisit china and I will be your guide agai n.

There is a saying,” you can please some of the people all the time, some of the other people some of the time, but you can’t please all of the people all of the time.” If you are happy with your tour, tell your friends; if not , ple ase write to us so that we know how to improve in the future.

Once again, thank you for your cooperation. On behalf of my company and my team, I wish you a pleasant and smooth journey back to your country. Bye!

Expression:

The current trip is drawing to a close. Parting is such sweet sorrow.

Were you in good company? Were you well looked after?

Make new friend but keep the old. One is silver and the other is gold.

Chapter 3 regulations and service requirements

requirements of a guide in professional image and personal presentation

dress and appearance should suit the job,the company and tourists’ expectations.

avoid bizarre costumes and wearing too much make-up.

must wear the name badge or ID card

personal hygiene and attitudes,be attentive ,enthusiastic, thoughtful and dependable.

Preparation before meeting a tour group

prepare the itinerary, booking information of the hotels, coach,meals ,the attractions and the transportation tickets

for the next stop, name badge, flag of the travel service and signboard for the first meeting at the designated spot.

Preparation in terms of language and knowledge before meeting a tour group

review materials introducing the attractions included in the itinerary

visit the site in advance and read related or relevant litreature

prepare related information ,language expression and vocabulary concerned.

Despond if the tour group asks to make changes of itinerary or add new sightseeing spots

Except for safety, be conservative about altering itineraries

if the tour group strongly asks for changes, the guide must report to his travel agency about it. If the offer is reaso nable, the guide can try to fix it into the itinerary but state that any extra expenditure incurred must be born by the t ourists.

Introduction to a tour group on the way to a tourist attraction

Brief greeting and overview of the day’s schedule

Safety rules and regulation

Inform the group of what they are going to see at the immediate destination

Introduce the flora, fauna, history buildings and other sights being passed by the coach

Local customs and taboos ,shopping tips

The main requirements of a local guide in the interpretation

stop before a site, gather the group together and then tell the stories

historical background, special characteristics and value

vivid interpretation

give free time to tourist inside the attractions.

Shopping tips

lead tour groups to the designated shops for shopping,

don’t personally patronize any shop and ask for kick-back (rebate)

give information on the local products, ex, the characteristics, price range, and way to distinguish varying qualitie s of the products. etc. Give tips on shipping formalities.

remind the tourists to be mindful of persons (peddlers) who sell by force.

try to help the tourists solve the problems if any conflicts occur in terms of shopping.

Ways of protecting the safety of the tourists and prevent accidents

share the concerns they may have about a tour’s schedule, pace ,activity level and food.

avoid outdoor sightseeing or climbing activities in extreme weather ,providing liquids and frequent breaks

pay attention to warnings or signs at the

Attraction

Remind the tourist to take care of their own safety and their personal belongings.

dealing with visitor ‘ lost

try to find the tourist while the local guild continued to lead the group on the visit.

contact the management department of the attraction and ask them to help the tourist through broadcasting.

If it’s well over the designated get-together time, contact the hotel to see if the tourist has returned to the hotel by h im/herself

Report the incident to the tour company

Consider other arrangements when necessary and ask help from the police

Write a report of the incident

dealing with tourists suddenly fainted

Lay the patient down his back with his chin lifted up and head slightly tilted back

If not, ask for doctors, call an ambulance or drive directly to a nearby hospital/ ask for a doctor in the group and gi ve the patient first-aid

Report the incident to the local tour operator and ask the local company for help.

The tour manager should accompany the patient to the hospital and at the same time

ask his family and one of tourists to accompany them as a witness to the process of rescue.

Deal with the patient’s visa reqiurements and help to arrange the return trip for the patient

Document the incident for later inspection

Dealing with the changes of menu or the scheduled restaurant required by tourists

report to the tour company and ask to contact the restaurant to make changes if the tourists bring forward the requ est.

Explain why the plan can’t be changed

The guild can help order but clarify that the bill shall be paid by tourists .

facing unexpected factors and changes of schedule on the way , what should the local guide do?

discuss the situation with TM and offer an alternative site or plan

explain the reason

stress the interests of the tourists will be maintained and substitute sites have been arranged into the schedule and introduce them

inform the tourists about the refunds if there are any.

how to prevent the tourists from losing their certificates, personal belongings and luggage?

Upon leaving a coach, hotel, or terminal, the guides should remind the tourists to check their certificates ,persona l belongings.

when transferring the luggage , the guide should carefully count the number of items and ask the bellman to sign the transferring paper

before leaving a coach, check personal belongings left accidentally and whether the window are shut and the door locked.

don’t keep any certificate or personal belongings for the tourists.

passport lose

ask the tour company to provide documentary evidence that the tourist has lost his passport.

go to the Guangdong Provincial Public Security Bureau and apply for a new passport

With the new passport, go to Consulate for an entrance clearance.

traffic accident

stay clam and don’t panic

report the road accident to the road accident and ask police for help

rush to rescue those injured, wait for an ambulance and send the injured to a nearby hospital report it to the tour company and ask for help

Write a formal report about the accident and document it.

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A multimeter is a general-purpose meter capable of measuring voltage, , , and in some cases, decibels. There are two types of meters: using a standard meter movement with a needle (see Fig 3.1(a)), and , with an electronic numerical display (see Fig 3.1(b)). Both types of meters have a (+) jack and a jack (-) for the test leads,to select dc voltage, ac voltage, dc current, ac current, or ohms and for accurate readings. The meters may also have other jacks to measure (1 to 5 kV) and current (up to 10A) there are some variations to the functions used for specific meters. 1)Resistance 2)placed across (in parallel) 3)be removed 4)in series with 5)mechanical adjust 6)automatic indicator 5)properly 8) test leads 9)correct 10)be opened Besides the function and range switches (sometimes they are in a single switch.) The analog meter may have a polarity switch to facilitate reversing the test leads. The needle usually has a screw for to set it to zero and also a zero adjust control to compensate for weakening batteries when measuring . An analog meter can read positive and negative voltage by simply reversing the or moving the polarity switch. A digital meter usually has an for polarity on its display. Meters must be connected to a circuit to ensure a reading. A voltmeter is always the circuit or component to be measured. When measuring current, the circuit must and the meter inserted the circuit or component to be measured. When measuring the resistance of a component in a circuit, the voltage to the circuit must and the meter placed in parallel with the component. 三.Read the following passage and answer the questions.(5*8=40) Robots Robots produce mechanical motion that,in most cases,results in manipulation or locomotion.For example,industrial robots manipulate parts or tools to perform manufacturing tasks such as material handing,welding,spray painting,or assembly;automated guided vehicles are used for transporting materials in factories and warehouses.Telerobots provide astronauts with large mainipulators for remotely performing spacecraft maintenance. Robots perform repetitive,high-precision operations 24 hours a day without fatigue.Robots on this automobile assembly line weld body parts together.The General Motors corporation uses about 16,000 robots to weld,assemble,and paint automobiles. Walking robots explore active volcanoes.Mechanical characteristics for robots include degrees of freedom of movement,size and shape of the operating space,stiffness and strength of the structure ,lifting capacity,velocity ,and acceleration

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