导游业务应变能力50个问题Word文档下载推荐.docx

1、（3）提前半小时到达接站地点，等候团队的到来。Read the schedule carefully, confirm the reaching date, time and venue of the tourist groupConfirm the exact reach time of the transportationWait the group at the stop half an hour in advance3、地陪按计划和预定时间到机场接一个日本旅游团，可是没有接到这个团。你做为地陪应如何处理（1）立即与旅行社联系，查明原因；（2）如果推迟时间不长，地陪可留在机场等候。（3）

2、如果推迟时间较长，地陪应按旅行处的安排、重新落实接待事宜。Contact the agency and find out the troubleLocal guide wait at the airport if the delay is in a short timeLocal guide should rearrange the schedule by the agency if the delay is long4、如果发生了错接事故，应如何办理？如果错接发生在同一家旅行社接待的两个旅行团时，经旅行社同意，地配可不再交换旅游团，但全陪应交换旅游团，并向游客致歉，如果错接的是另一家旅行社的

3、团时，地陪和全陪应立即向旅行社汇报，设法尽快交换旅游团，并向旅游者说明情况并致歉。If these two groups are accommodated by same agency, local guides can continue their jobs without exchanging under the agencys permission, while national guides are notIf these two groups are accommodated by different agencies, local guides and national guide

4、s should report the agency and try their best to exchange the groups and explain and apologize to the tourists5、何谓误机事故？应怎样处理？由于某种原因或旅行社工作失误造成旅行团没有按原定班次离开本地区而导致暂时性的滞留叫误机。游客乘近班次离开本站或者采取包机和其他交通工具前往下一站。Since some causes or agencys mistake, the tourists group did not leave as original schedule and the gr

5、oup stays temporary. The tourists take the nearest flight or charter flight or other means of transportation to next city.6、如何防止误机事故发生？（1）地陪和全陪应提前做好离站交通票据的落实工作，核对并确认日期、班次、时间。目的地等。带团期间要随时与旅行社联系，询问班次有无变化；（2）临行前，不安排旅游团到范围广、地域复杂的景点参观游览，不安排团队到热闹的地方购物或自由活动；（3）安排充裕的时间去机场，保证旅游团按规定时间到达离站地点，按时登机。离开本站Local gui

6、de and national guide should confirm the transportation tickets in advance, including date, number, time and destination etc. Contact the agency during the tour for asking the change of the flightsDo not arrange the group to visit the sites with vast space and complicated situation, and do not arran

7、ge the group for shopping or free activities before the leavingKeep enough time for the group to the airport, confirm the group leave at original time7、你带一新加坡教育界旅游团。突然团员李女士跑过来对你说，她的护照丢失，你做地陪如何处理？（1）安慰李女士，请其仔细回忆可能丢失地点，积极协助寻找，（2）确认丢失后，办理手续如下：A根据李女士申请，由旅行社出具证明；B持证明到当地公安机关报失，由公安机关出具证明；C持公安机关证明和李女士照片到新加坡

8、驻华使、领馆补办新护照；D领到新护照后再到我国公安机关办理签证明手续；（3）费用由李女士自理Console Lady Li, let her recall the missing belongings place, assist her to find the missing objectAfter confirming it is missing, follow the procedures as: a. the agency makes the testimony by Lady Lis application; b. report the local police station wit

9、h the agencys testimony, then the police makes the testimony; c. go to the embassy or consulate of Singapore for the new passport with Lady Lis photo; d. go to the Chinese police administration for the new visa with the new passportThe expenses incurred are on Lady Li8、一名法国游客在我国旅游期间所带财物被盗。导游应如何处理？（1

10、）确认被盗后，应立即报告旅行社，公安机关和保险公司，协助查找线索，力争破案；（2）若找不回被盗物品，导游应协助失主持旅行社出具的证明到当地公安机关开具失窃证明书，以便回国出关查验或保险公司索赔；（3）安慰失主，缓解他的不快情绪。Report the agency after confirming be stoned, call the police and the insurance corporation to assist find the clues and try the best to solve the caseIf the missing objects cant be foun

11、d, tour guide should assist the owner of lost property to police for losing testimony with the testimony by the agency, facilitate the processing of customs on the way back home and insurance corporations claimsConsole the tourist, relieve his unpleasant emotions9、在千山旅行创览中发现有一名游客走失，你作为地陪应如何处理？（1）了解情

12、况，讯速寻找。一般情况下是由全陪和领队带人分道去寻找，地陪带领其他游客继续游览；（2）向千山风景区和当地公安派出所报告，请求援助；（3）向旅行社报告，必要时向公安机关报案；（4）与饭店联系。询问走失者是否已回到下塌饭店；（5）若是未找到旅游团可按计划时往返住地，导游可与领队、全陪商量留下两个人继续寻找，待找到后可搭乘其它车辆返回宾馆；（6）做好善后工作，找到走失者后，导游要问清走失原因。如属于导游责任，地陪应向走失者道歉，责任在走失者，应对其安慰，提醒以后注意。Get the information, search the tourist instantly. Under regular si

13、tuation, national guide and leader with relatives search the tourist respectively, local guide continue the tour for the rest touristsReport the Qianshan Scenic and local police station for helpReport the agency, and report the police if necessaryContact the hotel for asking whether the lost tourist

14、 in it or notIf the tourists cant be found, the rests return to the hotel and leave two persons to continue the searching, and return to the hotel after the appearance of the touristDeal with the remedial work, tour guide should clear the reason why the tourist lost. If because of guide duty, local

15、guide should apologize to the tourist; if tourists duty, he should be consoled and the tour guide should remind him in the future.10、你作为一名地陪应如何防止游客走失？（1）多做提醒工作，让游客记住接待社的名称、旅游车车号、标志、下榻饭店名称，电话，最好戴上店徽或社徽。团体游览时，提醒大家不要走散，自由活动时，不要走得太远，不要太晚回饭店，不要去热闹拥挤秩序乱的地方；（2）做好各项安排的预报。地陪要报告一天的行程。上下午游览点及吃中、晚餐的餐厅名称、地址、到景点后

16、在景区景点示意图前，地陪应讲清旅游路线，所需时间。旅行车停车地点、强调集合时间和地点；（3）导游员从始至终要与旅游者在一起。并经常清点人数；（4）地陪、全陪和领队要密切配合，全陪、领队应主动负责断后工作；（5）导游员要以高超的导游技巧和丰富的讲解内容吸引旅游者。Make more reminds and let the tourists remember the agencys name, coachs number and logo, hotels name, telephone number and with the hotel or agencys badge for best. Rem

17、ind the group to keep together during the groups sightseeing, and at the occasion of free activities, remind the tourists shouldnt walk too far, too late back the hotel and go to crowd or order in chaos placesTell the tourists the arrangement. Local guide should tell the tourists the sites for visit

18、ing, the venues and name of restaurants for meals. Local guide should illustrate the tour route and duration before the map of the site and underline the time and place for congregation.Tour guide should accompany the tourists from beginning to the end and count the person frequentlyLocal guide, nat

19、ional guide and leader should coordinate closely, and national guide and leader are in charge of the rear jobGuide should attract the tourist with superb guide technique and rich presentation11、旅游者患一般疾病，地陪应如何处理？（1）劝其及早就医。并多休息、必要时陪他去医院；（2）关心病情，安排好患者的用餐；（3）禁止导游擅自给患者用药（4）说明看病的费用自理。Advice the tourist to

20、 go to see doctor immediately and rest, accompany him in necessaryCare the illness and arrange the meals for the sickUsing medicine for the sick is forbiddenExpenses incurred are on the tourist12、旅游者患重病，导游应如何处理？（1）导游应采取果断措施，请领队或其亲属陪同，立即送往医院抢救，通知旅行社派人协助。地陪继续随团旅游；（2）在抢救过程中，领队或患者亲属应在场，如家属不到，一切按驻华使、领馆的书

21、面意见处理，导游应不时去医院看望。慰问；（3）患者转危为安但需住院治疗时，导游应帮助办理分离签证、延期签证、交通票据分离以及出院、回国手续；（4）有关诊断、抢救、治疗的书面材料，导游应复印带回旅行社存档；（5）患者住院、治疗费用自理，未享受到的综合服务费按规定退还本人，患者亲属在华费用自理。Tour guide should let leader or relatives accompany the sick to hospital immediately and report the agency for help, local guide continue the tour with th

22、e rest touristsDuring the processing of first-aid, leader or relatives should be on the spot, if relatives are absent, deal with according to the written proposals by embassy or consulate, tour guide should visit the sick frequentlyThe sick should be treated in the hospital, tour guide should assist

23、 to deal with the visa of separation, visa of extension, separation of transportation tickets, check out service and procedures of backing homeAll documents about consultation, first-aid and treatment, tour guide should copy and bring back to agencyAll expenses incurred are on the tourist, refund th

24、e comprehensive fee as regulation13、有一位外国籍旅游者死于卫生间，地陪应如何处理？如果不能确定是遇害还是因病已死或休克、假死、导游员应按下列步骤处理：（1）立即拨打120，实施紧急抢救；（2）拨打110报警，保护好现场；（3）立即通知旅行社并通过旅行社报告外事部门公安机关、保险公司、并应报该国驻华使、领馆有关负责人到达现场；（4）导游员应稳定其他旅游者的情绪，继续做好接待工作；（5）如需解剖、火化，应由死者亲属或使领馆官员或领队签字后进行；（6）死者遗物应理出清单，一式两份遗物由亲属、领队带回；（7）无论是遗体火化，遗体灵柩运回，都应经我方防疫机关检疫后，发

25、给出境许可证出境；（8）抢救过程中的文字记录。抢救报告、死亡证明书、灵枢（骨灰）运输出境许可证等应有主治医师和有关部门签章后复印交给死者亲属、领队和旅行社保存；（9）写出事故报告，存档。Call 120 for ambulanceCall 110 for policeReport the agency, and agency report the foreign affairs department of police, insurance company, embassy and consulateStabilize the rest tourists mood, continue the

26、work of accommodationNeed signature of relatives, leader or embassy and consulate officials under the situation of anatomy and cremationVictims belongings should be shortlisted in two for relatives and leaderNo matter the cremation or body, out from China needs quarantine by Chinese disease control

27、authorityDocuments with the signatures of doctor and concerned department during the processing of first-aid, including first-aid report, death certificate, permission of outbound for body or ashes should copy to relatives, leader and agency Write and save the accident report14、有一位英国传教士在我国旅游期间散发宗教宣传

28、品，你作为一名地陪应如何面对此事？（1）一定要予以劝阻，并向他指出不经我国宗教团体邀请和允许不得在我国境内散发宣传品；（2）不听劝阻并有明显破坏活动者应迅速报告公安机关处理。Must dissuade and point the activities without Chinese religious regiments invitation and permission for emitting publications in China are forbiddenCall the police under the condition of sabotage regardless the c

29、aution15、你带旅游团在回程途中遭遇车祸，部分游客受伤，地陪应如何处理？（1）立即抢救伤员，由全陪或领队陪同送往就近医院；（2）及时报警，严格保护现场；（3）报告旅行社，并通知有关单位（上级主管部门、外事部门等）负责人和保险公司赶赴现场处理；（4）做好团内其他游客的安抚工作，组织他们继续观参游览；（5）最好与领队联署写出事故书面报告。Rescue the injuries, national guide or leader accompany the injuries to hospitalCall the police and protect the spotReport the ag

30、ency, and inform the concern persons from upper administration, foreign affair department and insurance to the spotConsole the rest tourists and organize them to continue the tourWrite the report with leader16、在你带团游览过程中，如果发生坏人抢劫旅游者，对他们行凶时，地陪应怎样去做？（1）导游员要挺身而出，保护旅游者的人身、财产安全；（2）立即报警、报告旅行社、派人支援（3）安定旅游者情绪，继续参观游览；（4）协助有关部门做好善后工作，并应力争做好防范工作；（5）写出事故报告。Tour guide protect the tourists both in physical and propertyCall po