Part Ⅰ The Local Guide 地陪服務流程與規範 Unit 1 Basic Requirements for Tour Guides 導遊服務基本規範 001. What are the basic guidelines for a tour guide? 導遊服務的基本原則是什麼？ 002. What are the proper manners for a tour guide? 導遊服務時應遵循什麼樣的行為規範？ 003. What is considered the proper dress for a tour guide? 導遊應如何著裝？ 004. How can a tour guide make a good fi rst impression on tourists? 導遊如何給旅遊者留下良好的第一印象？ 005. What are the key requirements for tour guide service competency? 導遊服務能力要求包括哪些？ 006. What are the requirements for good language competence of a tour guide? 良好的導遊語言表達能力包括哪些？ 007. What are the eight working procedures of the local guide services? 地陪服務的八大工作流程包括哪些？ Unit 2 Preparation and Meeting a Group 準備與接站服務 008. What kind of preparation should a tour guide make before meeting a group? 接團前，導遊應做好哪些準備工作？ 009. What items should a tour guide prepare before meeting a group? 接團前，導遊應做什麼物品準備？ 010. What kind of psychological preparation should a tour guide go through before starting a tour? 接團前，導遊應有怎樣的心理準備？ 011. What kind of knowledge preparation should a tour guide make? 接團前，導遊應做什麼知識準備？ 012. What should a tour guide be familiar with when he is making itinerary preparation? 導遊在熟悉接待計劃時要注意哪些方面？ 013. As a tour guide, what are you supposed to do before meeting a group at the airport? 去機場接機前，導遊應做哪些準備？ 014. What are you supposed to do at the arrival gate of the airport? 在機場接機時，導遊應如何操作？ 015. How can you avoid picking up a wrong group? 導遊如何避免接錯團？ 016. How can you avoid missing a group at the airport or the railway station? 導遊如何預防漏接事故？ 017. How will you handle the luggage at the port of entry? 導遊應如何處理入境團隊的行李？ 018. What kind of services should be provided when tourists are on boarding? 在引導旅遊者登車的過程中，導遊應提供怎樣的服務？ 019. What is the counting technique on the coach? 導遊如何在旅遊客車上清點人數？ Unit 3 On the Way to Hotel and Helping Check-in 去酒店途中及協助辦理入住 020. What are you supposed to tell your group on the way from the airport to the hotel? 在從機場去酒店的途中，導遊應向旅遊者提供哪些信息？ …… Part Ⅱ The Tour Leader and the National Guide
領隊和全程服務流程與規範 Part Ⅲ Special Care for Special Groups 特殊旅遊群體服務 Part Ⅳ Dealing with Individual Requests and Handling Emergencies and Common Issues 導遊應變能力 Part Ⅴ The Art of Managing a Tour 導遊帶團藝術
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