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项目一 接团服务1

Situation Lead-in1

Situational Dialogues2

模块一 接站服务2

Dialogue 1 Meeting Guests at the Airport2

Dialogue 2 Meeting Guests at the Railway Station3

模块二 处理行李问题4

Dialogue 1 Luggage is Missing4

Dialogue 2 Luggage is Misplaced5

模块三 赴饭店途中6

Dialogue 1 A Welcome Speech6

Dialogue 2 A Brief Introduction to the City and the Scenic Spots7

Knowledge Links9

1．Preparations for Meeting the Tour Group9

2．How to Deliver a Welcome Speech10

Further Reading10

1．The Difference Between Meeting the Group Guest and Meeting the Individual Guest10

2．Incident of Meeting the Guests11

Exercises14

项目二 入住服务16

Situation Lead-in16

Situational Dialogues16

模块一 办理入住手续16

Dialogue 1 Check in Guests with a Group Reservation16

Dialogue 2 Check in with Individual Guests18

模块二 介绍饭店设施20

Dialogue 1 Introducing the Room Facilities20

Dialogue 2 Escorting the Guest into the Guest Room21

模块三 处理投诉23

Dialogue 1 Changing a Room23

Dialogue 2 Complaining about the Room and the Service24

Knowledge Links25

1．Procedures of Check in25

2．Registration Card26

Further Reading27

1．Basic Knowledge of Hotel27

2．InterContinental Hotels Group28

Exercises29

项目三 核对行程31

Situation Lead-in31

Situational Dialogues31

模块一 例行核对31

Dialogue 1 Checking Six-Day Itinerary in Jiangsu31

Dialogue 2 Checking Six-Day Itinerary in Hangzhou and Suzhou33

模块二 略作调整34

Dialogue 1 Slight Change of the One-Day Activity34

Dialogue 2 Slight Change of the Two-Day Activity36

模块三 应对突发情况37

Dialogue 1 Add Extra Tourist Destination to Original Itinerary37

Dialogue 2 Replacement and Cancellation of the Tourist Destination39

Knowledge Links41

1．Elements for Drafting an Itinerary41

2．Itinerary of Five-Day Tour in Beijing41

Further Reading43

1．How to Deal with Differences in the Itinerary43

2．How to Deal with Changes in the Itinerary43

Exercises45

项目四 游览观光47

Situation Lead-in47

Situational Dialogues48

模块一 介绍当天行程48

Dialogue 1 The Schedule for Today in Suzhou48

Dialogue 2 Dos and Don'ts During Visiting49

模块二 人文古迹之旅50

Dialogue 1 Visiting the Terra-cotta Warriors and Horses Museum50

Dialogue 2 Visiting the Temple of Confucius52

模块三 山水风光之旅53

Dialogue 1 Mt.Huangshan53

Dialogue 2 West Lake55

Knowledge Links56

1．An Introduction to Suzhou Classical Gardens56

2．A Glimpse of Shanghai57

Further Reading58

1．Tour-Guide Commentary on Nanjing Qinhuai River58

2．Tips on Handling Special Cases60

Exercises62

项目五 餐饮服务64

Situation Lead-in64

Situational Dialogues65

模块一 团队用餐65

Dialogue 1 Group Dining with Reservation65

Dialogue 2 Group Dining without Reservation66

模块二 介绍风味餐67

Dialogue 1 Introducing Different Flavors of Chinese Food67

Dialogue 2 Having the Famous Beijing Roast Duck69

模块三 处理用餐特殊要求72

Dialogue 1 Dealing with Special Needs of Tourists72

Dialogue 2 Having Noodles for Birthday73

Knowledge Links75

1．Introduction of Four Major Chinese Cuisines75

2．The Comparison Between Chinese Food and American Food76

Further Reading78

1．Different Table Manners Between China and West78

2．Treatment of Special Circumstances81

Exercises82

项目六 购物服务83

Situation Lead-in83

Situational Dialogues84

模块一 告知海关规定84

Dialogue 1 At the Antique Shop84

Dialogue 2 At the Drug Store85

模块二 购买当地特产86

Dialogue 1 During the Purchase86

Dialogue 2 After the Purchase87

模块三 处理购物纠纷88

Dialogue 1 Refunding at the Arts and Crafts Store88

Dialogue 2 Exchanging Goods at the Specialty Store89

Knowledge Links90

1．What Should a Tour Guide Advice Tourists Before Shopping90

2．How Do We Preserve Calligraphy and Paintings91

Further Reading92

1．Introducing Chinese Specialties92

2．Analysis of Some Cases During Arranging Shopping93

Exercises95

项目七 娱乐服务97

Situation Lead-in97

Situational Dialogues97

模块一 戏曲相关97

Dialogue 1 At Jinling Theatre97

Dialogue 2 Booking Tickets for Peking Opera98

模块二 观看民俗表演100

Dialogue 1 Watching the Lion Dance100

Dialogue 2 Watching Producing Procedure of Nanjing Cloud Pattern Brocade101

模块三 娱乐方面的个别要求102

Dialogue 1 Requirement of Watching Cross Talk Show102

Dialogue 2 Requirement of Watching Shaolin Kungfu103

Knowledge Links105

1．Kun Opera105

2．Chinese Martial Arts106

Further Reading108

1．Tourists Want to Change the Entertainment Activity in the Itinerary108

2．Tourists Want to Participate in the Entertainment Activities Not Contained in the Itinerary109

Exercises110

项目八 离店服务111

Situation Lead-in111

Situational Dialogues112

模块一 办理离店手续112

Dialogue 1 Check out（for a Group）112

Dialogue 2 Check out（for Individual Guest）113

模块二 解决退房纠纷115

Dialogue 1 Explaining about the Bill115

Dialogue 2 Checking Guest's Account116

模块三 处理投诉117

Dialogue 1 Complain about Missing Luggage117

Dialogue 2 Complain about the Luggage Service119

Knowledge Links119

1．Hotel Check-out Checklist119

2．Dealing with Complaints120

Further Reading121

1．Wake-up Call Service121

2．Why Choose a Travel Agency122

Exercises123

项目九 送站服务124

Situation Lead-in124

Situational Dialogues125

模块一 赴机场车站途中125

Dialogue 1 On the Way to the Airport125

Dialogue 2 Here Is a Small Gift for You126

模块二 办理登机手续128

Dialogue 1 Checking in at the Airport（for Individual Guest）128

Dialogue 2 Checking in at the Airport（for a Group）129

模块三 告别130

Dialogue 1 Seeing the Tourist off130

Dialogue 2 Bye,All！131

Knowledge Links132

1．How to Deliver a Farewell Speech132

2 A Farewell Speech by the Local Guide133

Further Reading134

1．Handling the Adjustment of the Itinerary134

2．Safety Tips for Air Travel136

Exercises139

项目十 后续工作141

Situation Lead-in141

Situational Dialogues141

模块一 与领队保持联络141

Dialogue 1 Keeping Contact with the Tour Leader by Telephone141

Dialogue 2 Contacting with the Tour Leader Through a Phone Call143

模块二 对游客的回访144

Dialogue 1 After-Sale Service on the Internet144

Dialogue 2 Calling for Feedback145

模块三 下次旅行的推介146

Dialogue 1 Introducing Mountains of China146

Dialogue 2 Recommend an Exhibition Tour148

Knowledge Links149

1．Elements of Travel Marketing Mix149

2．Ctrip Goes All-in on Mobile149

Further Reading151

1．China's Future Tourism：Opportunities and Challenges151

2．Cruise Trip Adds Leisure to Travel152

Exercises154

Appendix156

附录156

1．英语导游翻译实用词群156

2．中国特色词汇翻译集锦165

3．中国经典古文的英语译文168

4．常见中国菜的英文表达174

5．常见公共标志的英文翻译183

6．英文谚语精选186

References190

参考文献190