(完整版)1.1CourseIntroduction领队英语

Welcomeback!!!PracticalEnglishfor

Out-boundTourLeadersCourseIntroduction领队英语ContentCourseIntroduction>>1.1AnIntroductionaboutOutboundTourLeaders>>PracticalEnglishforOutboundTourLeaders:Chapter11)WhatisanOutboundTourLeader

2)PrincipalJobRequirements3)OutboundTourLeadersinChinaCourseObjectivesHow？Why？What？Perspectivesofout-boundtourismGreatdemandsforout-boundleadersNecessaryProfessionalqualitiesFierceCompetitionWhy？TheWorldTourismOrganizationforecastthatChinawouldgrowintotheworld'sfourth-largestsourceofoutboundtouristsby2015.94.3mlnoutboundvisitsexpectedin2013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2013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。Perspectivesofout-boundtourism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%。出境旅游消费增长Ahotjob?OpportunitiesVSChallengesAhotpotato?OpportunitiesVSChallengesOpportunitiesVSChallengesThesameresponsibilities,Higherdemandsonservicequality.RUreadyfortheopportunitiesandchallenges?What？Whatwillwelearninthiscourse？AirportServicesvariousproceduresattheairportIn-FlightServicesHelpobtainin-flightservicesandsolveproblemsHotelServicesperformtheproceduresatthehotelanddealwithemergenciesTouringServicescooperatewithlocalguideduringthetourFreedayServiceshelparrangingthefreedayactivitiesandprovidecompanionwhennecessaryAirportServicesTouringServicesHotelServicesIn-FlightServicesSituationA:Asia(Singapore,Japan,Korea)FreedayServicesSituationB:Europe(Italy,Germany,France)

SituationC:NorthAmerica(USA,Canada)

SituationD:Oceania(Australia,NewZealand)SituationE:MiddleEast(Egypt,Dubai)Howtolearn？CourseRequirementsYourFinalScoreClassstudySelf-studyFinals此处添加文字此处添加文字ClassAttendanceandparticipation;Groupwork(acting/pptpresentation,atleast2times)Finalexam(written/oralexam/combination)Self-study;popquiz;Assignments

InterviewforOutboundTourLeaderAreyoureadytobeanoutboundtourleader?Scene:youareapplyingforajobasanoutboundtourleader.Answerthefollowingquestionsfromyourinterviewers.InterviewforOutboundTourLeaderWhydoyouwanttobeanoutboundtourleader?Showyourpassionforthejob2.Whatmakeyouthinkyouwouldbeasuccessinthisposition?

Advantagesinpersonality&professionalknowledge/expeirence3.Wheredoyouseeyourselfin5years?10years?

CareerplanningTrytoanswer3commoninterviewquestions：1.1AnIntroductionaboutOutboundTourLeadersKeyQuestionsWhatisanoutboundtourleader?

Whatmakesagoodoutboundtourleader?(3)Howcanweobtainacertificateforthejob?Anoutboundtourleaderisastaffappointedbyatravelagencytoofferanescortedservice,superviseandalsocooperatewiththeoverseastravelagencyinthecarry-outoftheagreedtouritineraryonthetourarrangementsforaccommodation,transportation,sightseeing,aswellasconductthe

relatedtravelservicesforanoutboundtourgroup.1.WhatisanOutboundTourLeader?P3Cooperateandsupervise…toensurethetourisarrangedinaccordancewiththetravelcontract;(2)Providenecessarytravelservices.

(3)Handleemergencies,disputesandotherissues.Conveythetourists’demandsandcomplaints.

(4)Responsibleforliaison联络；联系

andcommunicationbetweenyourtravelagencyandthelocalones(5)Keeptheunity团结

andwholeness

完整性ofthegroup.2.PrincipalJobRequirementsP4pre-departurebriefing;行前说明会

entryandexitformalities;出入境手续hotelcheck-in&check-out酒店入住/结账Accommodationarrangement住宿安排assistanceduringsightseeing,transportation&meals协助餐饮观光及交通consultantwhileshopping导购theapplicantmustbetheemployeeofatravelagencyandhascontractualrelationship建立合同关系

withthetravelagency.Andtheauthorizedtravelagencieswilltakefullchargetoworkontheassessment评估；审查

oftheireligibility资格andprovidetheon-the-jobtraining在职培训.ThenewLawofTourismrequiresanationaltourguidecertificatefortheapplicantsApplicationfortheCertificates

领队证申办P52.professionaltrainingprograms职业培训项目

(providedbythetourismadministrationdepartmentoftheprovince)

Passthetestacertifiedstatement

thetravelagenciesapplyforthecertificatesfortheeligibleapplicantsApplicationfortheCertificates

领队证申办P53.Professionaltrainingprogramscommonlyconsistof:ideologicalandethiceducation思想道德教育,educationindisciplineconcerningforeignaffairs涉外纪律教育,industrylawandmorality旅游政策法规,thebasicsituationoftouristdestinationscountries旅游目的地国家概况theobligationsandresponsibilitiesofanoutboundtourleader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ApplicationfortheCertificates

领队证申办P5Theoutboundtourleadercertificatehasatermofvalidity有效期of3years.applyforreissueofacertificate6monthspriortotheexpiration期满；到期.3.OutboundTourLeadersinChina:Administration

行政管理制度

Groupperformance:Pre-departureBriefingRequirements:Prepareanitinerary(EnglishVersion)Explaintheitinerarytoyourtourgroup(English)Remindthetouristsofsomeimportantmatterstobecared.Nomorethan15minutespergroup.Assignmentfor1stperiodPreparationbeforeLeadingAnOutboundTourGroup1.ReceivingthetourleadertaskTeachingObjectivesToknowtheprocedureofreceivingthetask.ToknowhowtocheckthenecessitiesoftheoutboundtourgroupwiththeOP.Toknowhowtousetheabovenecessities.Toknowhowtoskimthroughtheabovenecessitiesandcomprehendkeypoint.ToknowhowtodealwithSpecialSituations

duringreceivingthetask.1.PreparationbeforeDeparture行前准备Acceptthetourtask;①receivethetraveldocumentsfromtheOP(operator)：touritinerary,traffictickets,touristvisa,theRosterofOutboundTouristGroupsofChineseCitizens[1],roominglistofthetourists,thephonenumbersofallreceptionpartiesfortimelycontacts,etc.WorkingProceduresfortheOutboundTourLeader

出境领队带团工作程序RoomNameGenderBirthdayOccupationPassportNo.NoteRoomingListTravelDocuments：

ticket,

passport,visa新旧护照对比新旧版本港澳通行证2014年以前港澳通行证VisaE-ticket

电子客票TravelDocuments：

ItineraryTravelDocuments：TheRosterofOutboundTouristGroupsofChineseCitizens

ThefunctionandusageoftherosterTherostershallbeinquadruplicate.Onecopyshallbefortheexitfrontierinspection,onefortheentryfrontierinspection,oneforexaminationbythetourismadministrationdepartmentandthelastshallbekeptbythetravelagency.

Theauthorizedtravelagencyshall,inaccordancewiththerelevantprovisions,submittherostertotherelevantdepartmentsforexaminationandrecordwhenthetouristgroupleavesorenterstheChineseterritoryandaftersuchtouristgroupre-enterstheChineseterritory.1.PreparationbeforeDeparture行前准备Acceptthetourtask;②documentarypreparationBeacquaintedwiththetraveldocuments:trytofindmoredetailedinformationandthefeatureofthegroup,suchasnames,sex，age，occupations,socialstatus,religiousbelief,livinghabitsandcustoms,dietaryrestrictions,aswellasVIPsorthemembersinneedofspecialcare,etc.Informationsuchas“honey-mooners”,anniversariesandbirthdaysoftourmemberscanbeincludedforarrangingsomeunexpectedsurpriseandpleasurableexcitementonthetourservices.WorkingProceduresfortheOutboundTourLeader

出境领队带团工作程序PreparationbeforeDeparture行前准备②documentarypreparationGetfamiliarwiththereceptionschedule:learnbyheartthetouritineraryaboutthetimeofarrivalanddeparture,scenicspotsforsightseeing,thestandardofaccommodation,thearrangementsfortransportation,shopping,showsandoptionalprograms.Checkandconfirmrelatedtraveldocuments:suchastickets,visasofthegroup.Thetourleadershouldbecautiousaboutthename,number,placeofissue,dateofissue,dateofexpirationofthepassportsandvisastomakesuretheyarevalidforgoingthroughnecessaryexit-entryformalitiesofthecountryonthetrip.WorkingProceduresfortheOutboundTourLeader

出境领队带团工作程序

Summary:

WorkingProceduresfortakingover

thetourleadertaskfromtheOP

1.ReceivethenecessitiesoftheoutboundtourgroupfromtheOPandChecknumber.2.SkimthroughandChecktheabovenecessitiesandcomprehendkeypointswiththehelpoftheOP.3.DealwithSpecialSituationsduringreceivingthetask4.Receivethepersonalnecessitiesofthetourleader.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.PersonalPreparationoftheTourLeaderElectricalequipmentsocket排插socketadapter转换插座

smartphone手机

camera相机recharger充电器SDcard内存卡cardreaderAllkindsofsmallgifts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。PersonalPreparationoftheTourLeaderMedication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。AllkindofUsingTools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PersonalPreparationoftheTourLeaderPackage一个腰包/挎包/肩包

一个背包

一个大旅行箱Booksanddocumentation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

PersonalPreparationoftheTourLeaderCredentials,passportandpurse身份证

护照

领队证

钱包PersonalpreparationofthetourleaderIDCard,passport,TourLeadercard,purseTips:Keepyourcreditcardandcashseparately.Donotcarrylargeamountofcashforthesakeofsafety.Thefollowingcontentissupposedtobecoveredinthepre-departurebriefing:①makeawelcomespeechExtendingawarmwelcometothetouristsonbehalfofthetravelagency;Introducingoneself;Expressingwillingnesstoservethemcordiallyandhopesfortheircooperation,wishingthemapleasantandmemorableexperience.②giveanintroductiontothetouritineraryExplainthetravelarrangementsinnecessarydetails:thetimeofarrivalanddeparture,scenicspotsforsightseeing,thestandardofaccommodation,thearrangementoftransportation,shopping,showsandoptionalprograms.Explaintothetouriststhebasicinformationofthedestinationcountry:relevantlaws,itscustoms,habits,taboosandothermattersneedingattentions.(2)Pre-departureBriefing

行前说明会WorkingProceduresfortheOutboundTourLeader出境领队带团工作程序1.PreparationbeforeDeparture行前准备③keeptheminformedofnoticesofinternationaltoursExplaintheCustomsregulationsandbaggageruleswhengoingthroughtheoutboundformalitiesattheairport.④requirementsforthetourists'personalandpropertysafety⑤travellingtipsontheirpacking,dressing,cashcarryingandforeigncurrencyexchange⑥confirmationofroomallocation,paymentagreementandtheirspecialrequirements⑦ademandforInternationalCertificateofVaccination国际旅行健康证明书

andCertificateofHealthExaminationforInternationalTravelling国际旅行预防接种证书

forhealthquarantineinspection⑧arrangementsforthemeetingtimeandtheplacefordeparture(2)Pre-departureBriefing

行前说明会WorkingProceduresfortheOutboundTourLeader出境领队带团工作程序1.PreparationbeforeDeparture行前准备Makesureeverygroupmembersareinformedaboutthebriefing,andhelpthosewhodonotattendthemeetingwithmake-upinformation,bringhim/hertherelateditems.RoleplayScenarioA场景1AnoutboundtourleaderisreceivingataskfromtheOPofatravelagencyintheoffice.Thetourleader:●Inquiresaboutthebasicinformationofthegroupmembers.●Communicatesabouttheactivitiesandarrangementsoftheoutboundtouritinerary.●ReceivesrelateddocumentsandworknecessitiesfromtheOP.TheOP:●Informsthetourleaderaboutthebasicinformationofthetask.●Makesthetourleaderbewareofthespecialrequirementsofthegroup.●Handsoverrelatedtraveldocumentsforthetrip.Actoutthefollowingdialogs,themainpointsaremarkedforyou.RoleplayScenarioA场景1AnoutboundtourleaderisreceivingataskfromtheOPofatravelagencyintheoffice.Thetourleader:●Inquiresaboutthebasicinformationofthegroupmembers.●Communicatesabouttheactivitiesandarrangementsoftheoutboundtouritinerary.●ReceivesrelateddocumentsandworknecessitiesfromtheOP.TheOP:●Informsthetourleaderaboutthebasicinformationofthetask.●Makesthetourleaderbewareofthespecialrequirementsofthegroup.●Handsoverrelatedtraveldocumentsforthetrip.Actoutthefollowingdialogs,themainpointsaremarkedforyou.RoleplayScenarioB场景2Anoutboundtourleaderisgivingapre-departurebriefingtothetourists.Thetourleader:●Makesawelcomingspeechonbehalfofthetravelagency.●Givesanintroductiontothetouritinerary.●Makessuggestionsonthepreparationfortheoutboundtrip.●Offerstraveltipsonpacking,dressing,medicalnecessities,documents,foreigncurrencyexchange,etc.●Confirmsroomallocationandattendtothetourists’specialrequirements.●Declaresthearrangementforthedepartureday.Thetourists:●Inquiresaboutthedetailsoftheitinerary.●Asksfordetailinformationonpacking,dressing,medicalnecessities,documents,foreigncurrencyexchange,etc.●Makespersonalrequirementsonthetrip.4.DealwithSpecialSituations

duringreceivingthetask.

SituationOne:Oneoftheclient’spassportlostsomepageswhichcontainsvisa

Tip:theOPofthetravelagencycontactwiththeembassyagainandtrytogetanewoneforthetourist.Situationtwo:

Roomsarenotenough,forthetourgrouphassinglemaleandfemalewhocannotsharearoom.1.Askthetouriststopayextrachargeforthesingleroom.2.ArrangeTripleRoomforthetouristsandinformthem.3.Moremethodbasedonthesituation.Situationthree:Oneofthescenicspotisdifferentformtheconfirmationofoverseastravelagency.Contactwiththeoverseastravelagencyagain.Tofindoutwhichscenicspotisincludedintheschedule.Trytoletthetouristsunderstandifanewscenicspottakesplaceoftheoldoneandrefundtheextramoneytothetourists.Whenagroupof34ChinesehaddinnerinaThairestaurantinJuly,2011,oneoftheguestsgaveasmallgifttoalocalboywhowasrunningaroundthediningtables,andalsohetouchedtheboy’sheadtoshow