The Solutions to Some Emergencies in Travel Activities
1. Guarantee the safe of tour members’ luggage during the transportation is one of the tour guide’s duties. However, not everything can go well as you order. Suppose that you are a tour guide, one of the tourists’ luggages is lost, and what are you going to do next?
● Be calm and resourceful
● Analysis the possibility of the lost luggage and try to get them back
● Keep in touched with related departments so as to know about the new advance in
the survey
● If the luggage is stolen by a thief, report it to the policemen immediately.
2. A tour guide works in an environment where all kinds of unpredictable accidents can raise .When a tourist is reported missing during a tour, how will you deal with such situation?
● Be sure to take care of and arrange well for other tourists while you are trying to
find the missing tourist.
● Immediately efforts must be made to locate the tourist in the scenic spot where he
or she lost.
● Keep contact with the front desk of the hotel staff to notify whether the lost guest
show up in the hotel.
● Report it to your travel agency and seek help from the nearest police station.
3. Greeting guests is an important part of tourism. We all clearly know that the tour guide is not only the representative of his or her travel agency, but also the image of a tour destination. As a result, in order to shape your first good impression to your traveling guests, what will you do to prepare well at railway station & airport? ● Reform the accurate schedule time when tourists will arrive at the destination. ● Show up at the railway station & airport at least 30 minutes earlier to give
yourself more time to arrange for uncertainties.
● Be sure to wear uniforms with a badge or a cap with an insignia（logo ）of your
company and make sure that you got your smart shoes and your hair be well combed.
● Time permitted, greet everyone courteously with a firm handshake and remember
to give each one an affirmative nod and eye contact as you say “hello ”.
● Do everything and talk about something with a smile.
4. When your tourists and you are sleeping in the night, suddenly the hotel is on fire .Being a responsible tour guide who firstly realizes it, what will you do next? ● Wake up all the tourists and ask them to keep calm as possible as they can. ● Dial the phone number 119 and seek help from them immediately.
● Arrange for the tourists to get rid of the hotel orderly.
● Secure all the tourists’ safety. Try your best to find and rescue him & her, if you
sense that a tourist is missing,
5. As an old saying goes: “customers always be the first”. If a tourist is not satisfied with your service, what will you do to handle his complaints?
● Avoid being defensive irritation, or angry, even thought these reactions are
natural for anyone suffering from others’ blaming.
● Listen carefully without comment and not pull the dirty water to others ● Apologize sincerely to your tourist to release his or her upset emotion.
● Show sincerity and try to retain good will by saying “thank you for bring the
matter to my attention”.
6. As is known to us “caution is the parent of safety”. If a tourist gets sick during the tourism, Please give more details on your solution to solve the problem.
● Advice he or she to see a doctor and have a good rest with caring in no time. ● Pay special attention to the patient’s condition of health
● Never give the tourist any pills without a doctor’s direction
7. It is acknowledged that domestic and foreign affairs are different .If a foreign tourist deliver his illegal news to other tourists during the tourism. What will you do towards his behavior?
● Make the foreign tourist know our country ’s foreign policies and other
regulations set by our government
● Try to persuade the tourist to stop from doing it again.
● Report it to the policemen without hesitation, if he or she ignores what you have
told him or her and insist on doing it.
8. Suppose that two tourists fight with each other suddenly when you are introducing a beautiful place to the tourists. What will you to deal with the fighting between the two tourists?
● Stop them fighting with each other with the help of their families and relatives. ● Report to the travel agency and obey the arrangement of your travel agency.
● Dial the number of the nearest police station and assist the policemen to cope
with it.
9. Generally speaking, a tour shopping should be balanced with the sightseeing of tourism. If a tourist asks you whether he/she can buy something in a friendship store, how can you answer his /her question?
● You should neither say “yes ” nor “no”, the best way to say is play it by ear
(whatever happens you have to accept it )
● Give them some suggestions on the goods which are worth buying. and
Recommended the tourist that overweight luggage charge may be paid on the spot.
● Never make use of this chance to sell any shoddy vulgar and unreasonable goods
to your guests
10. It is a tough decision to decide if one tour member wants to continue, but in your honest opinion that he or she isn’t physically equipped to deal the trip. Then what can you do to solve the problem?
● Be sure that he/she understands the physical limitation on him/her ,since many
sites the tourists visiting include a great deal of walking and climbing activities which are not suit for him/her.
● Don ’t be afraid and make any statement to refuse his/her request, if the bottom
line is the passenger’s heath does not fit for the successful continuation of the tour.
● Contact with your travel service agency as soon as possible and discuss the matter
by phone with them before acting out.
11. Schedules are always out of tour guides’ control .If there is a sudden change in schedule of meal and sightseeing, in what way can you be a suitable and smart tour guide to your tourist or your agency.
● Make a new schedule and report it to the travel agency
● Try to analysis the tours’ thought and comfort them with a new arrangement ● Make a apologize to the tourists and try to make up for it
12. Tourists arriving at a new hotel are natural to unfamiliar with the facilities of hotel .In order to leave them a good impression and make them satisfied with your travel agency ,you are requested to make an arrangement ,What may you do to finish your task well ?
● Help them check in and introduce them to the locations of the main facilities of
the hotel such as the dinner hall where they will have their first.
● Tell the waiter of the restaurant how many people exist in the group, who has any
special requirements of their meal, such as vegetarians and Moslem people, to make a pre-arrangement well.
13. If a tour member decides not to continue his/her tour, as a tour guide what will you do?
● Try to find out the exactly reason -----it may be a misunderstanding
● Don ’t pressure but be helpful and understanding
● Help he/she go through formalities that he /she leaves the tour
14.It is important for a new tour guide to learn to handle the accident of public security .If a robber robs one of your tourists with a knife ,what will you do then ? ● Don’t make your escape ignoring the tourists’ danger and let hem/her alone
without helpless.
● Be brave and ask the other tourists to help you catch the robber
● Try to protect the tourists and them to a safe place and notify the police at once.
15. It is common to see that some unexpected tourists want to join your trip in the half way .If a friend of your tourist who insistently wanted to follow your tour, how do you response to his request?
● Smile to him/her and ask him to wait for your decision later.
● Ask the tour leader to allow him/her to join the tour group and ask him/her to pay
his/her fee in time.
● Contract with related departments of your travel agency and go thought due
formalities.
16. Endering a conversion properly is an essential ability for a tour guide .If you are having a chatting with one of your tourists, who has taken a long time talking with you before you realize it. What will you do to leave in a polite way without interrupting him/her?
● Use some non-verbal gestures, such as looking at your watch.
● Pretend to receive a call and say with a smile “there are still something for me to
make an arrangement, shall we talk about them tomorrow?”
● Stand up in the conversation interval to excuse him/her by saying “well, sorry to
occupy so much your precious time .It’s too late to occupy your sleepy time, so I have to leave now. May you have a good rest” politely.
17. A missing tourist is common to see during a tour, in order to avoid the lost of a guest .What would you do to prevent it from happening again.
● Take necessary preventive measures and explain explicitly, for example, get
the tour guide’s phone number and the bus number to your tourists”.
● Be sure that the guests are clear about its appropriate time of the whole day
places to visit, the time for assembling.
● Take a roll call or a count before transferring guests to nest destination.
18. Almost all new tour guides have the same experience that when they are doing a introduction to tourists, they feel nervous and forget the words which are to be used to describe a resort? If you are a new tour guide, how can you over come the problem? ● Make a full preparation for your introduction.
● Try to be familiar with the resort from different aspects and be confident in your
ability to adopt and solve problem.
● Enlarge your background knowledge such history, location, source and get related
information from your experience.
19. If you are a new tour guide, in order to enhance your development of tour guiding skills, what will you do to promote the progressive levels of your professional qualifications?
● Be humble and seek consultation, and learn subtleties about being a tour guide
from veteran guides.
● To raise cross-culture awareness, enhance a professional ethics and utilize all
resources possible to improve capacity in your linguistic applying.
● Learn how to use tone of voice and pacing to enhance the focuser’s experience ● Review the best training possible by attending relevant seminar introducing
specific guiding skills, since proper training will absolutely make a tremendous difference in our guiding skills.
20. Generally the departure services can be divided in to sections, that is pre-departure and departure services. In order to avoid something unexpected happen, you have to make a departure schedule. What aspects will you refer to?
● Time and place that the tour members should place suitcases outside of door for
collection.
● Exact time when all tour members should have cleared cashier account. ● How and when to arrive at railway station & airport, etc.
The Solutions to Some Emergencies in Travel Activities
1. Guarantee the safe of tour members’ luggage during the transportation is one of the tour guide’s duties. However, not everything can go well as you order. Suppose that you are a tour guide, one of the tourists’ luggages is lost, and what are you going to do next?
● Be calm and resourceful
● Analysis the possibility of the lost luggage and try to get them back
● Keep in touched with related departments so as to know about the new advance in
the survey
● If the luggage is stolen by a thief, report it to the policemen immediately.
2. A tour guide works in an environment where all kinds of unpredictable accidents can raise .When a tourist is reported missing during a tour, how will you deal with such situation?
● Be sure to take care of and arrange well for other tourists while you are trying to
find the missing tourist.
● Immediately efforts must be made to locate the tourist in the scenic spot where he
or she lost.
● Keep contact with the front desk of the hotel staff to notify whether the lost guest
show up in the hotel.
● Report it to your travel agency and seek help from the nearest police station.
3. Greeting guests is an important part of tourism. We all clearly know that the tour guide is not only the representative of his or her travel agency, but also the image of a tour destination. As a result, in order to shape your first good impression to your traveling guests, what will you do to prepare well at railway station & airport? ● Reform the accurate schedule time when tourists will arrive at the destination. ● Show up at the railway station & airport at least 30 minutes earlier to give
yourself more time to arrange for uncertainties.
● Be sure to wear uniforms with a badge or a cap with an insignia（logo ）of your
company and make sure that you got your smart shoes and your hair be well combed.
● Time permitted, greet everyone courteously with a firm handshake and remember
to give each one an affirmative nod and eye contact as you say “hello ”.
● Do everything and talk about something with a smile.
4. When your tourists and you are sleeping in the night, suddenly the hotel is on fire .Being a responsible tour guide who firstly realizes it, what will you do next? ● Wake up all the tourists and ask them to keep calm as possible as they can. ● Dial the phone number 119 and seek help from them immediately.
● Arrange for the tourists to get rid of the hotel orderly.
● Secure all the tourists’ safety. Try your best to find and rescue him & her, if you
sense that a tourist is missing,
5. As an old saying goes: “customers always be the first”. If a tourist is not satisfied with your service, what will you do to handle his complaints?
● Avoid being defensive irritation, or angry, even thought these reactions are
natural for anyone suffering from others’ blaming.
● Listen carefully without comment and not pull the dirty water to others ● Apologize sincerely to your tourist to release his or her upset emotion.
● Show sincerity and try to retain good will by saying “thank you for bring the
matter to my attention”.
6. As is known to us “caution is the parent of safety”. If a tourist gets sick during the tourism, Please give more details on your solution to solve the problem.
● Advice he or she to see a doctor and have a good rest with caring in no time. ● Pay special attention to the patient’s condition of health
● Never give the tourist any pills without a doctor’s direction
7. It is acknowledged that domestic and foreign affairs are different .If a foreign tourist deliver his illegal news to other tourists during the tourism. What will you do towards his behavior?
● Make the foreign tourist know our country ’s foreign policies and other
regulations set by our government
● Try to persuade the tourist to stop from doing it again.
● Report it to the policemen without hesitation, if he or she ignores what you have
told him or her and insist on doing it.
8. Suppose that two tourists fight with each other suddenly when you are introducing a beautiful place to the tourists. What will you to deal with the fighting between the two tourists?
● Stop them fighting with each other with the help of their families and relatives. ● Report to the travel agency and obey the arrangement of your travel agency.
● Dial the number of the nearest police station and assist the policemen to cope
with it.
9. Generally speaking, a tour shopping should be balanced with the sightseeing of tourism. If a tourist asks you whether he/she can buy something in a friendship store, how can you answer his /her question?
● You should neither say “yes ” nor “no”, the best way to say is play it by ear
(whatever happens you have to accept it )
● Give them some suggestions on the goods which are worth buying. and
Recommended the tourist that overweight luggage charge may be paid on the spot.
● Never make use of this chance to sell any shoddy vulgar and unreasonable goods
to your guests
10. It is a tough decision to decide if one tour member wants to continue, but in your honest opinion that he or she isn’t physically equipped to deal the trip. Then what can you do to solve the problem?
● Be sure that he/she understands the physical limitation on him/her ,since many
sites the tourists visiting include a great deal of walking and climbing activities which are not suit for him/her.
● Don ’t be afraid and make any statement to refuse his/her request, if the bottom
line is the passenger’s heath does not fit for the successful continuation of the tour.
● Contact with your travel service agency as soon as possible and discuss the matter
by phone with them before acting out.
11. Schedules are always out of tour guides’ control .If there is a sudden change in schedule of meal and sightseeing, in what way can you be a suitable and smart tour guide to your tourist or your agency.
● Make a new schedule and report it to the travel agency
● Try to analysis the tours’ thought and comfort them with a new arrangement ● Make a apologize to the tourists and try to make up for it
12. Tourists arriving at a new hotel are natural to unfamiliar with the facilities of hotel .In order to leave them a good impression and make them satisfied with your travel agency ,you are requested to make an arrangement ,What may you do to finish your task well ?
● Help them check in and introduce them to the locations of the main facilities of
the hotel such as the dinner hall where they will have their first.
● Tell the waiter of the restaurant how many people exist in the group, who has any
special requirements of their meal, such as vegetarians and Moslem people, to make a pre-arrangement well.
13. If a tour member decides not to continue his/her tour, as a tour guide what will you do?
● Try to find out the exactly reason -----it may be a misunderstanding
● Don ’t pressure but be helpful and understanding
● Help he/she go through formalities that he /she leaves the tour
14.It is important for a new tour guide to learn to handle the accident of public security .If a robber robs one of your tourists with a knife ,what will you do then ? ● Don’t make your escape ignoring the tourists’ danger and let hem/her alone
without helpless.
● Be brave and ask the other tourists to help you catch the robber
● Try to protect the tourists and them to a safe place and notify the police at once.
15. It is common to see that some unexpected tourists want to join your trip in the half way .If a friend of your tourist who insistently wanted to follow your tour, how do you response to his request?
● Smile to him/her and ask him to wait for your decision later.
● Ask the tour leader to allow him/her to join the tour group and ask him/her to pay
his/her fee in time.
● Contract with related departments of your travel agency and go thought due
formalities.
16. Endering a conversion properly is an essential ability for a tour guide .If you are having a chatting with one of your tourists, who has taken a long time talking with you before you realize it. What will you do to leave in a polite way without interrupting him/her?
● Use some non-verbal gestures, such as looking at your watch.
● Pretend to receive a call and say with a smile “there are still something for me to
make an arrangement, shall we talk about them tomorrow?”
● Stand up in the conversation interval to excuse him/her by saying “well, sorry to
occupy so much your precious time .It’s too late to occupy your sleepy time, so I have to leave now. May you have a good rest” politely.
17. A missing tourist is common to see during a tour, in order to avoid the lost of a guest .What would you do to prevent it from happening again.
● Take necessary preventive measures and explain explicitly, for example, get
the tour guide’s phone number and the bus number to your tourists”.
● Be sure that the guests are clear about its appropriate time of the whole day
places to visit, the time for assembling.
● Take a roll call or a count before transferring guests to nest destination.
18. Almost all new tour guides have the same experience that when they are doing a introduction to tourists, they feel nervous and forget the words which are to be used to describe a resort? If you are a new tour guide, how can you over come the problem? ● Make a full preparation for your introduction.
● Try to be familiar with the resort from different aspects and be confident in your
ability to adopt and solve problem.
● Enlarge your background knowledge such history, location, source and get related
information from your experience.
19. If you are a new tour guide, in order to enhance your development of tour guiding skills, what will you do to promote the progressive levels of your professional qualifications?
● Be humble and seek consultation, and learn subtleties about being a tour guide
from veteran guides.
● To raise cross-culture awareness, enhance a professional ethics and utilize all
resources possible to improve capacity in your linguistic applying.
● Learn how to use tone of voice and pacing to enhance the focuser’s experience ● Review the best training possible by attending relevant seminar introducing
specific guiding skills, since proper training will absolutely make a tremendous difference in our guiding skills.
20. Generally the departure services can be divided in to sections, that is pre-departure and departure services. In order to avoid something unexpected happen, you have to make a departure schedule. What aspects will you refer to?
● Time and place that the tour members should place suitcases outside of door for
collection.
● Exact time when all tour members should have cleared cashier account. ● How and when to arrive at railway station & airport, etc.