导游服务规范知识（含职业道德规范）1 what are the basic moral norms for the citizens in our country?the basic moral norms refer to loving our motherland ,abiding by law, keeping credit , being united and friendly,being thrifty and hardworking, and offering as tribute.2 what is the specific connotation of our socialism ethicsthe specific connotations refer to three aspects, that is , a core of serving people, a principle of collectivism, and the basic content of ‘the five love’(love our motherland, love people, love labor, love science, love socialism)3 what are the features of the tourist professional ethicsthere are four key features, that is ,progressive on times, loftily objective, highly conscious and extensively practice4 what are the basic norms of socialism tourist professional ethicsthe basic norms include loving one’s position and hardworking, to be honest and credible, keeping justice, serving the visitors, contribute to the society5 what contents do the tourist professional ethics presently includeit include three aspects, one is ‘the three views’ education of Marxism(view of world ,view of life, view of value),the other is ‘the three virtues’ education of socialism(social ethics, family virtue, professional morals),still one is ‘the three consciousness ’education of professional morals of the tourism industry (political ,job love and service consciousness)6 what are the principles for the guide to comply with when serving the tour group(1)positively strive for cooperation of others(2)respect authority and interest of other people(3)found a relation of mutual friendship(4)respect each other and share the duties7 in order to master the travel tickets situation of the tour group, the local guide should check as follows(1)make sure that the ticket for the next leg have booked and implement the modified booking if there are any change(2)find out if there are return tickets and the international tickets for domestic passage(3)make clear of the tickets type8 how do local guide make preparations before guiding(1)the local guide should be well prepared for the key items by familiarizing the introduction materials in foreign language(2)when receiving professional group, local guide should know about related knowledge and technical terms/jargon(3)prepare topics which may interest the visitors, such as the highlights at that time or the great news home and abroad9 the methods of recognizing tour grouplocal guide can meet tourist by lifting a sign or flag at an eye-catching position.Meanwhile,he should actively judge his group from the ethnic features and dress ,agent badge .Still ,he can make out by checking the group number ,the pax ,or the name ,ect.10 local guide need to make a brief introduction of the locality, such as the climate condition, the population, culture and tradition, native products, history etc.on the way, he also can introduce the city appearance, general development situation and the key buildings and avenues11 local guides should introduce the basic conditions of the hotel ,including the hotel name and position, the distance from airport, its level, scale, ,main facilities ,direction. and the check-in procedure,etc12 a welcome speech include aspects as follows(1)welcome the guests on behalf of the agent ,driver and me(2)introduce my name ,the company I’m working for ,and the driver to visitors(3)express my sincere wishes to serve them and hope they have a good time13 the local guide should master the room numbers of the leader ,national guide and visitors after checking in the hotel.Meanwhile he should tell them how to keep touch with him.14 before leading the guests into their rooms, the local guide should introduce the restaurant site, the dinner time and some related regulations. when they use meal for the first time there, guide should actively lead them and tell the captain their special demands15 having finished the job of that day, local guide should discuss with the leader about the time for waking-up and ask the leader to tell them. Meanwhile, he should inform the general lines or the floor attendant desk to make the morning call16 the local guide can restate the arrangement ,including the site and time for meal and how long it will take to the attraction, or the great news at home and abroad.also,he can talk about the local customs, answer the visitors’ questions or make a brief introduction of the attraction. if it is a long journey, the guide can organize some exciting games17 before arrival of the atrration ,the local guide should remind the visitors of the bus, such as its number ,color , sign, parking site,leaving time.ect.before the map, guide should instruct the visiting route ,the time needed, the gathering time and place ect.still,the visitors should be told the notes during the visit. beginning the sightseeing ,the local guide need to tell them the attention notes18 the local guide can review the visiting items of that day and tell some additional introductions if necessary.on the other way back guide need to introduce the en-route sights .before getting off the bus ,guide should forecast the program ,starting time and gathering place of the night or the next day. Remember to remind them of taking along with their belongs when getting off the bus19(1)report it to the related department of the agent in time and try best to satisfy their reasonable requirements (2)if there exist some items needing extra charge, guide should tell the leader or guests beforehand and charge by regulation(3) if there do exist some requirements that are too difficult to meet, guide should elaborate and persuade them patiently20(1)check the transportation tickets(2)discuss the times for luggage-out ,the gathering and starting-off ,morning call and having breakfast(3) assist the hotel with the related bills(4)return the documents of the travelers(5)if the leading cadres will be present to see them off, local guide should well organize the farewell job seriously.21(1)during the visit, the guide should take care of the security of the visitors and stay with them all the time .(2)constantly count the numbers of visitors along with the national guide and leader ,avoiding the visitors’ getting lost22.having finished the hand-over procedure ,the local guide should check the amounts of the luggage together with the leader and national guide. after examining if the luggage is locked ,firmly tied or damaged, deliver them to bellman and fill in shipment form23 A farewell speech should include the following contents(1)review the trip and express heartfelt thanks for visitors cooperation(2)express the feelings of parting with the tour friends(3)sincerely ask the visitors for complaints and suggestions on the whole reception job(4)if there are something discontent during the trip, guide can take this opportunity to apologize to visitors again(5)send best regards to them all24if it is an outbound tour group, local guide can leave after the tourists enter into the isolated area for departureif it is an inbound one, local guide mustn’t leave until the plane ,train, or the ship have started off25(1)the introduction of the attractions should be in good proportion of details and brief and should be vivid(2)local guide should well distribute the time for visiting and rest, especially for the weak26(1)As one important part of tourist’s activities, local guide should strictly carry out the reception plan by leading tourists to the appointed shops and avoiding arranging too many shoppings(2)before shopping, the local guide should introduce the local products and teach them how to distinguish ,how to consign and how long it will stay for shopping(3)the local guide should alert guests not to be cheated when they are forcedly drawed by peddlers(4)when the shops don’t offer standard service by underselling fake products, local guide should defend the benefits of guests27(1)one day before the departure, local guide should check the tickets for the tour group, including the names, the flight number, timeand the port ect.if there is any change ,guide should make sure that the operation of the agent have informed the next leg(2)local guide should assist the leader with the outbound tickets72hours before departure28 Generally speaking ,the local guide don’t keep the travel documents and should immediately return to the visitors or leader after use .one day before departure, local guide should examine his own things to check no documents left and remind them to bring their passports and declaration forms for the customs inspection29 what will the national guide do after entering the hotel(1)National guide should positively assist the leader to check the visitors in the hotel(2)Master the name list of the room distribution and the room number of the leader for mutual contact(3)lead visitors to their rooms warmly(4)take responsibility to attend the tour group if the local guide d oesn’t live in the hotel(5)get the phone number of the reception desk and the way to keep touch with local guide30 how do the national guide supervise the reception quality of each leg(1)if there are obviously repetitions with the last legs on the arrangement ,the national guide should advise the local guide to make some necessary adjustments(2)if there are complaints or suggestions on the local reception, national guide should tell the local guide sincerely and report to the agent if necessary31 the national guide should link the leader and local guide or the visitors and the local guide for coordination.Still, he should communicate with every legs of the visit to inform the situation for implementing the next reception32 what service do the national guide offer en-route(1)when by plane, national guide should actively get the supports of the stewards to service the visitors(2)remind the visitors to take care of their things and keep safe(3)organize the entertainments and assist to arrange the life of the visitors(4)take care of the checks for transportation and give them to the next local guide after arrival33 what will the national guide do at the final leg of the visit(1)when trip ends, national guide should remind the visitors to take along with their valuables and documents(2)to ask the visitors for complaints and suggestions on the whole reception job(3)bid farewell ,expressing thanks to the visitors for their cooperation’s and welcome their next visit34 the daily records of the national guide include(1)the basic situations of the tour group(2)the schedule and transportation(3)the reception quality on each leg(4)the problems and the settling process(5)the reflection from visitors and improvement degree35what principles should the leader comply with when checking and discussing the reception plan with the local guidethe leader need to abide by two principles(1)when local guide need to alter the routing ,leader should insist that the schedule can be adjusted without reducing items .what is more, report to the domestic agent if necessary.(2)If the local guide recommends self-paying items, leader should ask for the opinions of all the visitors beforehand36 when the visitor orally sue against guide, how to handle(1)listen attentively. no matter there is proper reason or not ,guide don’t plea immediately(2)to survey and verify. The guide should report the problem to the agent and related tourism department immediately, and make survey seriously(3)properly deal with the problem. having verified the reason, the guide should apologize to the prosecutor objectively(4)continue to service. after handling ,the guide should thank the visitor and go on offering warm and considerate service37 the four principles of guiding language refer that(1)correctness, as an basic principle it refer to speaking in standard language(2)to be clear embody that the guiding language should be scientific(3)To be vivid reflects that the guiding language is artistic and interesting(4)To be adaptability it means that using language should depend on specific occasion.38 the eight key factors of guiding contents refer to speaking with the real material, proof, reason ,passion , good manner, being magical ,interesting and metaphorical39 what principles should a guide comply with during guidingthe guide should comply with the following principles(1)To be planned. exactly speaking, guide should have an complete plan of time arrangement when guiding the visitors(2)To be objective.(3)To be focalization. that is ,offering service acceding to the practical situation.(4)To be adaptability. it means that guiding work should depend on the personal conditions .40 In the terms of purchasing and consuming forms, what are the main differences between the independent tour and package tour?Compared with the package tour ,there are five key differences on the following aspects(1)The plan and arrangement of tour itinerary(2)the charge pattern(3)the price(4)the degree of freedom(5)the amount of the travelers41 In the terms of the production and sales of travel products, what are the main differences between the independent tour and package tour?Compared with the package tour ,there are five key differences(1)less amount of sales(2)more times of sales(3)shorter reservation period(4)more requirements(5)more changes42 what are the specific demands for the guide serving the independent travelerthe demands are as follows(1)high efficient reception service(2)high quality guide service(3)fairly independent working ability and speaking ability43 what are the specific demands for meeting the independent traveler ahead of time?The guide should wait for meeting visitors 20minutes before their arrival by air.Or meeting visitors at the station platform 30minutes before their arrival by train44 what are the main motivations of the touriststhere are four main motivations ,that is ,the health motivaton,the culture motivation, the social relation motivation and the prestige motivation.45 what are the common methods to offer mental servicethere are five main methods as follows:first ,to respect the touristssecond, keep serving tourists with smilethird, learn to speak in polite and gentle languagealso, to make friends with the touristsstill, to offer personal service。