Mastering Guest Reception Skills for Tourism Industry Success

1. Unit 2 Receiving Guests PPT模板下载：www.1ppt.com/moban/行业PPT模板：www.1ppt.com/hangye/ 节日PPT模板：www.1ppt.com/jieri/ PPT素材下载：www.1ppt.com/sucai/ PPT背景图片：www.1ppt.com/beijing/ PPT图表下载：www.1ppt.com/tubiao/ 优秀PPT下载：www.1ppt.com/xiazai/ PPT教程： www.1ppt.com/powerpoint/ Word教程： www.1ppt.com/word/ Excel教程：www.1ppt.com/excel/ 资料下载：www.1ppt.com/ziliao/ PPT课件下载：www.1ppt.com/kejian/ 范文下载：www.1ppt.com/fanwen/试卷下载：www.1ppt.com/shiti/ 教案下载：www.1ppt.com/jiaoan/

3. China in Video Watch the video. Discuss with your classmates and answer the following questions. Note: vital /'vaɪt(ə)l/ adj. 关键的 guarantee /gær(ə)n'tiː/ v. 保障 light rail 轻轨 supplement /'sʌplɪm(ə)nt/ v.补充 unprecedented /ʌn'presɪdentɪd/ adj. 空前的，无前例的 scale /skeɪl/ n. 规模 vertical /'vɜːtɪk(ə)l/ adj. 纵向的 (horizontal)横向的 operation mileage 运营里程 Mt. Tanggula 唐古拉山

4. Please discuss with your classmates and answer the following questions. 1. Why do you think transportation is vital to the development of the travel industry? 2. It is said that the fast development of China’s high speed railways is changing the world’s rail history. Do you agree with this viewpoint? Why or why not?  3. How do you think a tour guide should prepare himself/herself before taking on a group of tourists? 4. Guides are usually worried that they might miss their tourists when they meet each other for the first time at the airport or railway station. What suggestions would you give them?

5. Reference for answering the questions 1.I think that transportation is indispensable to tourism. A fast and convenient transportation system can guarantee a pleasant and enjoyable journey. Only when the travel industry is equipped with a modern network of various types of transportation can tourists be taken to their destinations and enjoy beautiful scenery and good service.

6. 请在此输入您的标题 2. I think so. China’s high speed railways have been developing very fast, covering a tremendous area, linking all the cities with population of over 50 million in China . It’s reported that a large network of high speed rail is being in construction to connect China with many European countries, which possibly will change the map of the world by 2020.

7. 3. He/She should dress professionally and decently, especially on the occasion of meeting or seeing off the tourists at the airport or railway station. He should be prepared to work in a friendly, gracious, and polite manner and be mentally prepared to face complaints from tourists.

8. 请在此输入您的标题 4. As a national guide, you’d better get as much information about the tour group as possible, such as the number of tourists, their nationalities, professions, ages, gender, religions and the purpose of their tour, etc. You should also study the itinerary carefully.If you do the local guiding yourself, at the first destination you should confirm the details of transportation, accommodation and luggage delivery before the group arrives. If you don’t do the local guiding yourself, get in touch with the local tourist service/agency that’s to provide service to confirm with them the expected arrival time. Don’t forget to get the information about the local guide. His/Her telephone number is what you need in particular. Call him/her to arrange the time and place you will both meet. Generally, national guides and local guides will meet at the customs checkpoint where tourists exit.

9. Situational Dialogues Listen to the dialogues and practice with your teammates Scene 1 (At the airport arrival lobby) Notes: CITS: =China International Travel Service 中国国际旅行社 bring up the rear 殿后 Scene 2 (At the railway arrival platform) Notes: landscape/ 'læn(d)skeɪp/n.风景 baggage check 行李票 actually/ 'æktjʊəlɪ/adv.实际上 parking lot 停车场

10. Situational Dialogues Scene 3(Individual tourists) Scene 4(By the coach) Notes: trunk / trʌŋk/ n. 行李箱 separate from 与……分离 comfortable / ˈkʌmftəbl / adj. 舒服的

11. Some Helpful Sentences Read the sentences in the book and practice yourself Finding guests Self-introduction Giving greetings Confirming numbers of the tourists/luggage Moving out of the airport/railway station Offering help

12. Related Strategies A Full Preparation for Meeting Tourists Listen to the passage and summarize the tips mentioned Notes: gracious / 'greɪʃəs / adj. 优雅的 enthusiastically / in,θju:zi'æstikəli / adv. 热心地，热情地 efficiently / i'fiʃəntli / adv. 有效率地，有效地 all those people concerned 所有相关的人 unacceptable / ʌnək'septəb(ə)l / adj. 无法接受的 documentation / ,dɒkjʊmen‘teɪʃ(ə)n / n. 文件 confirm / kən'fɜːm / v. 确认 leisurewear / ‘leʒəweə / n. 休闲衣 sandal / ‘sænd(ə)l / n. 凉鞋 excessively / ek'sesɪvlɪ / adv.过分地 identifying cardboard 指认牌 professional badge 专业证章（即，胸卡） keep company with 与……在一起 get off track 未跟上

13. Possible tips for reference First, you should get the basic information of the group. Second, the guide must study the itinerary carefully. Third, you should bring all the necessary items.

14. Cultural Differences Listen and enrich your knowledge Customs for greetings prople Japanese bow to each other to say “hello”. Thailand press their palms together to say that they are happy to meet you. Europeans are usually seen kissing cheeks when meeting each other. The French kiss people twice when they meet together, once on each cheek The Dutch even more, they kiss three times! Americans also kiss one or both cheeks, but only when meeting very good friends. Cheek kissing is most common between a man and a woman who know each other. Two men do not kiss cheeks. In Britain, it’s regarded as a joke when a man hugs another man. Your country?

15. Related Special Terms Key tourist services/agencies in China Types of travel Tour guide’s documentation & tools Airport & railway station

16. Practice Answers for reference I. Complete the following dialogues in English with the information given. Excuse me, sir? But are you Mr. Green Brown from Britain? I’m a guide from China Travel Service. My name is Li Qiang. Nice to meet you, too, Mr. Brown. Did you enjoy your trip? I’m glad to hear that. Well, is the whole group here? Does each person have his/her luggage? Good. Now, let’s go to the coach! It’s waiting in the parking lot. Yes, let’s go!

17. Practice 2. Aren’t you Ms. Mary Smith? Oh, I’m terribly sorry. Excuse me, Madam, but are you Ms. Mary Smith from New Zealand? I’m your local guide, Lin Yang. I’m from Zhejiang Comfort Travel Service. How do you do, Ms. Smith? I’m glad to be of service, Ms. Smith. Welcome to Hangzhou. And could you tell me if everyone in your group is here? That’s all right. However, we will need to make some changes in room and restaurant arrangements. No trouble. Now, may I have the baggage check, Ms. Smith? I’ll see to it that it goes to our hotel as soon as possible. Yes, of course. Please tell the group to follow this little green banner.

18. Practice II. Make role-plays based on the following situations. Three students are to play the roles of a local guide from Shanxi OCTS and Mr. & Mrs. Winston Hill from the United States. The guide is holding an identifying cardboard at the arrival lobby of Xi’an international airport. Mrs. Hill is at the baggage claim area, while Mr. Hill comes to contact the guide. In the end, they join together and go to the coach waiting in the underground parking lot. Two students are to play the roles of a local guide and the manager from Zhejiang CITS. Another student is to play the role of the tour leader of a British government delegation from Leeds. The manager and the guide, holding identifying cardboards, are waiting at the exit of the railway station. The group, just finishing a conference in Shanghai, has left their big cases behind and wants to see the West Lake night scene right away. Two students are to play the roles of a local guide and a tourist. The guide is greeting the other tourists by the coach and he/she sees an old lady trying to take her big case into the coach. The guide persuades the lady to put her luggage in the trunk of the coach.

19. Practice III. Put the following Chinese into English. ( Possible Answer) 1. With Sunshine Travel, it's a small world! Welcome to China! 2. I’ve been told your name for long, and I’m so blessed to be able to see you in person today.

20. Practice 3. A guide must try to move tourists with a pleasant personality. He is expected to have a high sense of responsibility and be humorous and thoughtful. 4. People all over the world usually follow some special customs when greeting each other. Shaking hands is a universal way of greeting when people meet for the first time.