11CourseIntroduction领队英语课件

1、11CourseIntroduction领队英语11CourseIntroduction领队英语Practical English for Out-bound Tour LeadersCourse Introduction领队英语Practical English for Out-bouContentCourse Introduction1.1 An Introduction about Outbound Tour LeadersPractical English for Outbound Tour Leaders: Chapter 11) What is an Outbound Tour L

2、eader 2) Principal Job Requirements 3) Outbound Tour Leaders in ChinaContentCourse Introduction1.Course ObjectivesHow？Why？What？Course ObjectivesHow？Why？What？Perspectives of out-bound tourismGreat demands for out-bound leadersNecessary Professional qualitiesFierce CompetitionWhy？Perspectives of out-b

3、ound tourThe World Tourism Organization forecast that China would grow into the worlds fourth-largest source of outbound tourists by 2015. 94.3 mln outbound visits expected in 2013中国2013年出境旅游人数预计9430万人次 2013年04月24日 21:42来源：中国新闻网中新社北京4月24日电 (记者 周音)中国旅游研究院24日在北京公布中国出境旅游发展年度报告(2012-2013)。该报告称，中国出境市场201

4、3年仍将保持快速发展态势，预计出境旅游人数9430万人次，同比增长15%。出境旅游消费将实现1176亿美元，同比增长20%。 由于入境市场增速的相对趋缓，中国旅游服务贸易逆差也将进一步扩大，预计将达683亿美元。.出境旅游已从过去一种少数人享受的权利正在逐步走向普及化的平民消费。Perspectives of out-bound tourismThe World Tourism Organization中国出境市场规模增长中国旅游研究院发布中国出境旅游发展年度报告2014称，2014年中国出境旅游规模将达1.14亿人次，同比增长16%，出境旅游花费1400亿美元，同比增长18%。中国出境市场规

5、模增长中国旅游研究院发布中国出境旅游发展年度出境旅游消费增长出境旅游消费增长A hot job ?Opportunities VS ChallengesA hot job ?Opportunities VS ChA hot potato ?Opportunities VS ChallengesA hot potato ?Opportunities VSOpportunities VS ChallengesOpportunities VS ChallengesThe same responsibilities, Higher demands on service quality.The same

6、 responsibilities, R U ready for the opportunities and challenges?R U ready for the 11CourseIntroduction领队英语What？What will we learn in this course？Airport Servicesvarious procedures at the airportIn-Flight ServicesHelp obtain in-flight services and solve problemsHotel Servicesperform the procedures

7、at the hotel and deal with emergencies Touring Servicescooperate with local guide during the tour Freeday Serviceshelp arranging the freeday activities and provide companion when necessaryWhat？What will we learn in thiAirport ServicesTouring ServicesHotel ServicesIn-Flight ServicesSituation A:Asia(S

8、ingapore, Japan, Korea)Freeday ServicesSituation B:Europe(Italy, Germany, France) Situation C:North America(USA, Canada) Situation D:Oceania(Australia, New Zealand) Situation E:Middle East(Egypt, Dubai) How to learn？Airport ServicesTouring ServicCourse RequirementsYour Final ScoreClass studySelf-stu

9、dyFinals此处添加文字此处添加文字Class Attendance and participation;Group work(acting/ppt presentation, at least 2 times)Final exam(written/oral exam/combination)Self-study; pop quiz; Assignments Course RequirementsYour Final Interview for Outbound Tour LeaderAre you ready to be an outbound tour leader?Scene: yo

10、u are applying for a job as an outbound tour leader. Answer the following questions from your interviewers.Interview for Outbound Tour LeInterview for Outbound Tour LeaderWhy do you want to be an outbound tour leader? Show your passion for the job2. What make you think you would be a success in this

11、 position? Advantages in personality & professional knowledge/expeirence3. Where do you see yourself in 5 years? 10 years? Career planningTry to answer 3 common interview questions：Interview for Outbound Tour Le1.1 An Introduction about Outbound Tour Leaders1.1 An Introduction about Key QuestionsWha

12、t is an outbound tour leader? What makes a good outbound tour leader?(3) How can we obtain a certificate for the job?Key QuestionsWhat is an outbouAn outbound tour leader is a staff appointed by a travel agency to offer an escorted service, supervise and also cooperate with the overseas travel agenc

13、y in the carry-out of the agreed tour itinerary on the tour arrangements for accommodation, transportation, sightseeing, as well as conduct the related travel services for an outbound tour group. 1. What is an Outbound Tour Leader ?P3An outbound tour leader is a sCooperate and superviseto ensure the

14、 tour is arranged in accordance with the travel contract;(2) Provide necessary travel services. (3) Handle emergencies, disputes and other issues. Convey the tourists demands and complaints. (4) Responsible for liaison联络；联系 and communication between your travel agency and the local ones (5) Keep the

15、 unity团结 and wholeness 完整性of the group. 2. Principal Job RequirementsP4pre-departure briefing;行前说明会 entry and exit formalities; 出入境手续hotel check-in & check-out酒店入住/结账Accommodation arrangement住宿安排assistance during sightseeing , transportation & meals协助餐饮观光及交通consultant while shopping 导购Cooperate and

16、superviseto ensthe applicant must be the employee of a travel agency and has contractual relationship建立合同关系 with the travel agency. And the authorized travel agencies will take full charge to work on the assessment评估；审查 of their eligibility资格 and provide the on-the-job training在职培训. The new Law of T

17、ourism requires a national tour guide certificate for the applicantsApplication for the Certificates 领队证申办P5the applicant must be the empl2. professional training programs职业培训项目 (provided by the tourism administration department of the province) Pass the test a certified statement the travel agencie

18、s apply for the certificates for the eligible applicantsApplication for the Certificates 领队证申办P52. professional training progr3.Professional training programs commonly consist of: ideological and ethic education思想道德教育, education in discipline concerning foreign affairs涉外纪律教育, industry law and morali

19、ty旅游政策法规, the basic situation of tourist destinations countries旅游目的地国家概况the obligations and responsibilities of an outbound tour leader领队人员的义务与职责. E.g.: 广西：领队实务；出境旅游领队案例解析；出入境、边检、海关常识；领队职业道德浙江：领队业务；政策法规；目的地国家知识；英语北京：出境旅游领队实务；旅游目的地概述；领队英语笔试+听力Application for the Certificates 领队证申办P5Application for th

20、e CertificatThe outbound tour leader certificate has a term of validity有效期 of 3 years. apply for reissue of a certificate 6 months prior to the expiration期满；到期.3. Outbound Tour Leaders in China: Administration 行政管理制度The outbound tour leader certiGroup performance: Pre-departure BriefingRequirements:

21、 Prepare an itinerary (English Version) Explain the itinerary to your tour group (English)Remind the tourists of some important matters to be cared.No more than 15 minutes per group.Assignment for 1st periodGroup performance: Pre-departuPreparation before Leading An Outbound Tour GroupPreparation be

22、fore Leading An 1. Receiving the tour leader task 1. Receiving the tour leader Teaching ObjectivesTo know the procedure of receiving the task. To know how to check the necessities of the outbound tour group with the OP. To know how to use the above necessities.To know how to skim through the above n

23、ecessities and comprehend key point.To know how to deal with Special Situations during receiving the task .Teaching ObjectivesTo know the1. Preparation before Departure 行前准备Accept the tour task; receive the travel documents from the OP (operator)：tour itinerary, traffic tickets, tourist visa, the Ro

24、ster of Outbound Tourist Groups of Chinese Citizens1, rooming list of the tourists, the phone numbers of all reception parties for timely contacts, etc.Working Procedures for the Outbound Tour Leader出境领队带团工作程序Room NameGenderBirthdayOccupationPassport No.NoteRooming List1. Preparation before Departur

25、Travel Documents：ticket, passport, visaTravel Documents：ticket, pass新旧护照对比新旧护照对比11CourseIntroduction领队英语11CourseIntroduction领队英语新旧版本港澳通行证新旧版本港澳通行证2014年以前港澳通行证2014年以前港澳通行证11CourseIntroduction领队英语VisaVisa11CourseIntroduction领队英语E-ticket电子客票E-ticket电子客票Travel Documents： Itinerary Travel Documents： Itin

26、erary Travel Documents：The Roster of Outbound Tourist Groups of Chinese Citizens Travel Documents：The function and usage of the rosterThe roster shall be in quadruplicate. One copy shall be for the exit frontier inspection, one for the entry frontier inspection, one for examination by the tourism ad

27、ministration department and the last shall be kept by the travel agency. The authorized travel agency shall, in accordance with the relevant provisions, submit the roster to the relevant departments for examination and record when the tourist group leaves or enters the Chinese territory and after su

28、ch tourist group re-enters the Chinese territory. The function and usage of the 1. Preparation before Departure 行前准备Accept the tour task; documentary preparationBe acquainted with the travel documents: try to find more detailed information and the feature of the group, such as names, sex，age，occupat

29、ions, social status, religious belief, living habits and customs, dietary restrictions, as well as VIPs or the members in need of special care, etc. Information such as “honey-mooners”, anniversaries and birthdays of tour members can be included for arranging some unexpected surprise and pleasurable

30、 excitement on the tour services. Working Procedures for the Outbound Tour Leader出境领队带团工作程序1. Preparation before DeparturPreparation before Departure 行前准备 documentary preparationGet familiar with the reception schedule: learn by heart the tour itinerary about the time of arrival and departure, sceni

31、c spots for sightseeing, the standard of accommodation, the arrangements for transportation, shopping, shows and optional programs .Check and confirm related travel documents: such as tickets, visas of the group. The tour leader should be cautious about the name, number, place of issue, date of issu

32、e, date of expiration of the passports and visas to make sure they are valid for going through necessary exit-entry formalities of the country on the trip. Working Procedures for the Outbound Tour Leader出境领队带团工作程序Preparation before Departure 行 Summary: Working Procedures for taking over the tour lea

33、der task from the OP1. Receive the necessities of the outbound tour group from the OP and Check number.2. Skim through and Check the above necessities and comprehend key points with the help of the OP.3. Deal with Special Situations during receiving the task 4. Receive the personal necessities of th

34、e tour leader.任务交接：领取团队出境资料 核对资料数目 浏览核对资料内容,掌握关键内容 -处理领队任务交接过程中的小事故 领队出团前的行装必备物品. Summary: Working ProceduresPersonal Preparation of the Tour Leader Electrical equipmentsocket排插 socket adapter转换插座 smart phone 手机 camera相机 recharger充电器 SD card内存卡 card readerPersonal Preparation of the ToAll kinds of s

35、mall gifts 给旅途中过生日的客人的礼物，并准备给地陪、司机、工作人员、突然出现的该送礼品的人的礼物。Personal Preparation of the Tour Leader Medication 消炎药，止痛药，创可贴，绷带，宝服灵，胃药，感冒药，晕车药，泻药等等。大部分都是公司给配备的，但是不到万不得已时不能给客人用内服药。All kinds of small gifts 给旅途中All kind of Using Tools手电筒（看日出,停电时用） 小音箱（搞聚会活动时用）、水壶、 多功能刀 multitool、电池、手表、指南针、望远镜Personal Preparat

36、ion of the Tour Leader Package一个腰包/挎包/肩包 一个背包 一个大旅行箱All kind of Using Tools手电筒（看日出Books and documentation目的地国家的书籍 ，地图 文曲星 文档包括（队员保险 联系名单 分房表 出团通知书 行程等 Personal Preparation of the Tour Leader Credentials, passport and purse身份证 护照 领队证 钱包Books and documentation目的地国家的书Personal preparation of the tour le

37、aderID Card, passport, Tour Leader card, purseTips: Keep your credit card and cash separately. Do not carry large amount of cash for the sake of safety.Personal preparation of the toThe following content is supposed to be covered in the pre-departure briefing: make a welcome speech Extending a warm

38、welcome to the tourists on behalf of the travel agency;Introducing oneself;Expressing willingness to serve them cordially and hopes for their cooperation, wishing them a pleasant and memorable experience. give an introduction to the tour itineraryExplain the travel arrangements in necessary details:

39、 the time of arrival and departure, scenic spots for sightseeing, the standard of accommodation, the arrangement of transportation, shopping, shows and optional programs.Explain to the tourists the basic information of the destination country: relevant laws, its customs, habits, taboos and other mat

40、ters needing attentions.(2) Pre-departure Briefing 行前说明会Working Procedures for the Outbound Tour Leader出境领队带团工作程序1. Preparation before Departure 行前准备The following content is suppo keep them informed of notices of international toursExplain the Customs regulations and baggage rules when going through

41、 the outbound formalities at the airport. requirements for the tourists personal and property safety travelling tips on their packing, dressing, cash carrying and foreign currency exchange confirmation of room allocation, payment agreement and their special requirements a demand for International Ce

42、rtificate of Vaccination 国际旅行健康证明书 and Certificate of Health Examination for International Travelling国际旅行预防接种证书 for health quarantine inspection arrangements for the meeting time and the place for departure(2) Pre-departure Briefing 行前说明会Working Procedures for the Outbound Tour Leader出境领队带团工作程序1. Pr

43、eparation before Departure 行前准备Make sure every group members are informed about the briefing, and help those who do not attend the meeting with make-up information, bring him/her the related items. keep them informed of noticeRole playScenario A 场景1An outbound tour leader is receiving a task from th

44、e OP of a travel agency in the office.The tour leader: Inquires about the basic information of the group members. Communicates about the activities and arrangements of the outbound tour itinerary. Receives related documents and work necessities from the OP. The OP: Informs the tour leader about the

45、basic information of the task. Makes the tour leader beware of the special requirements of the group. Hands over related travel documents for the trip.Act out the following dialogs, the main points are marked for you.Role playScenario A 场景1Act outRole playScenario A 场景1An outbound tour leader is rec

46、eiving a task from the OP of a travel agency in the office.The tour leader: Inquires about the basic information of the group members. Communicates about the activities and arrangements of the outbound tour itinerary. Receives related documents and work necessities from the OP. The OP: Informs the t

47、our leader about the basic information of the task. Makes the tour leader beware of the special requirements of the group. Hands over related travel documents for the trip.Act out the following dialogs, the main points are marked for you.Role playScenario A 场景1Act outRole playScenario B 场景2An outbou

48、nd tour leader is giving a pre-departure briefing to the tourists.The tour leader: Makes a welcoming speech on behalf of the travel agency. Gives an introduction to the tour itinerary. Makes suggestions on the preparation for the outbound trip. Offers travel tips on packing, dressing, medical necess

49、ities, documents, foreign currency exchange, etc. Confirms room allocation and attend to the tourists special requirements. Declares the arrangement for the departure day.The tourists: Inquires about the details of the itinerary. Asks for detail information on packing, dressing, medical necessities,

50、 documents, foreign currency exchange, etc. Makes personal requirements on the trip.Role playScenario B 场景24. Deal with Special Situations during receiving the task .4. Deal with Special SituationSituation One:One of the clients passport lost some pages which contains visa Tip: the OP of the travel

51、agency contact with the embassy again and try to get a new one for the tourist.Situation One:One of the clieSituation two: Rooms are not enough, for the tour group has single male and female who cannot share a room.1.Ask the tourists to pay extra charge for the single room.2.Arrange Triple Room for

52、the tourists and inform them.3. More method based on the situation.Situation two: Rooms are not eSituation three:One of the scenic spot is different form the confirmation of overseas travel agency. Contact with the overseas travel agency again. To find out which scenic spot is included in the schedu

53、le. Try to let the tourists understand if a new scenic spot takes place of the old one and refund the extra money to the tourists.Situation three:One of the sceWhen a group of 34 Chinese had dinner in a Thai restaurant in July, 2011, one of the guests gave a small gift to a local boy who was running around the dining