项目一 接团服务 1
Situation Lead-in 1
Situational Dialogues 2
模块一 接站服务 2
Dialogue 1 Meeting Guests at the Airport 2
Dialogue 2 Meeting Guests at the Railway Station 3
模块二 处理行李问题 4
Dialogue 1 Luggage is Missing 4
Dialogue 2 Luggage is Misplaced 5
模块三 赴饭店途中 6
Dialogue 1 A Welcome Speech 6
Dialogue 2 A Brief Introduction to the City and the Scenic Spots 7
Knowledge Links 9
1．Preparations for Meeting the Tour Group 9
2．How to Deliver a Welcome Speech 10
Further Reading 10
1．The Difference Between Meeting the Group Guest and Meeting the Individual Guest 10
2．Incident of Meeting the Guests 11
Exercises 14
项目二 入住服务 16
Situation Lead-in 16
Situational Dialogues 16
模块一 办理入住手续 16
Dialogue 1 Check in Guests with a Group Reservation 16
Dialogue 2 Check in with Individual Guests 18
模块二 介绍饭店设施 20
Dialogue 1 Introducing the Room Facilities 20
Dialogue 2 Escorting the Guest into the Guest Room 21
模块三 处理投诉 23
Dialogue 1 Changing a Room 23
Dialogue 2 Complaining about the Room and the Service 24
Knowledge Links 25
1．Procedures of Check in 25
2．Registration Card 26
Further Reading 27
1．Basic Knowledge of Hotel 27
2．InterContinental Hotels Group 28
Exercises 29
项目三 核对行程 31
Situation Lead-in 31
Situational Dialogues 31
模块一 例行核对 31
Dialogue 1 Checking Six-Day Itinerary in Jiangsu 31
Dialogue 2 Checking Six-Day Itinerary in Hangzhou and Suzhou 33
模块二 略作调整 34
Dialogue 1 Slight Change of the One-Day Activity 34
Dialogue 2 Slight Change of the Two-Day Activity 36
模块三 应对突发情况 37
Dialogue 1 Add Extra Tourist Destination to Original Itinerary 37
Dialogue 2 Replacement and Cancellation of the Tourist Destination 39
Knowledge Links 41
1．Elements for Drafting an Itinerary 41
2．Itinerary of Five-Day Tour in Beijing 41
Further Reading 43
1．How to Deal with Differences in the Itinerary 43
2．How to Deal with Changes in the Itinerary 43
Exercises 45
项目四 游览观光 47
Situation Lead-in 47
Situational Dialogues 48
模块一 介绍当天行程 48
Dialogue 1 The Schedule for Today in Suzhou 48
Dialogue 2 Dos and Don'ts During Visiting 49
模块二 人文古迹之旅 50
Dialogue 1 Visiting the Terra-cotta Warriors and Horses Museum 50
Dialogue 2 Visiting the Temple of Confucius 52
模块三 山水风光之旅 53
Dialogue 1 Mt.Huangshan 53
Dialogue 2 West Lake 55
Knowledge Links 56
1．An Introduction to Suzhou Classical Gardens 56
2．A Glimpse of Shanghai 57
Further Reading 58
1．Tour-Guide Commentary on Nanjing Qinhuai River 58
2．Tips on Handling Special Cases 60
Exercises 62
项目五 餐饮服务 64
Situation Lead-in 64
Situational Dialogues 65
模块一 团队用餐 65
Dialogue 1 Group Dining with Reservation 65
Dialogue 2 Group Dining without Reservation 66
模块二 介绍风味餐 67
Dialogue 1 Introducing Different Flavors of Chinese Food 67
Dialogue 2 Having the Famous Beijing Roast Duck 69
模块三 处理用餐特殊要求 72
Dialogue 1 Dealing with Special Needs of Tourists 72
Dialogue 2 Having Noodles for Birthday 73
Knowledge Links 75
1．Introduction of Four Major Chinese Cuisines 75
2．The Comparison Between Chinese Food and American Food 76
Further Reading 78
1．Different Table Manners Between China and West 78
2．Treatment of Special Circumstances 81
Exercises 82
项目六 购物服务 83
Situation Lead-in 83
Situational Dialogues 84
模块一 告知海关规定 84
Dialogue 1 At the Antique Shop 84
Dialogue 2 At the Drug Store 85
模块二 购买当地特产 86
Dialogue 1 During the Purchase 86
Dialogue 2 After the Purchase 87
模块三 处理购物纠纷 88
Dialogue 1 Refunding at the Arts and Crafts Store 88
Dialogue 2 Exchanging Goods at the Specialty Store 89
Knowledge Links 90
1．What Should a Tour Guide Advice Tourists Before Shopping 90
2．How Do We Preserve Calligraphy and Paintings 91
Further Reading 92
1．Introducing Chinese Specialties 92
2．Analysis of Some Cases During Arranging Shopping 93
Exercises 95
项目七 娱乐服务 97
Situation Lead-in 97
Situational Dialogues 97
模块一 戏曲相关 97
Dialogue 1 At Jinling Theatre 97
Dialogue 2 Booking Tickets for Peking Opera 98
模块二 观看民俗表演 100
Dialogue 1 Watching the Lion Dance 100
Dialogue 2 Watching Producing Procedure of Nanjing Cloud Pattern Brocade 101
模块三 娱乐方面的个别要求 102
Dialogue 1 Requirement of Watching Cross Talk Show 102
Dialogue 2 Requirement of Watching Shaolin Kungfu 103
Knowledge Links 105
1．Kun Opera 105
2．Chinese Martial Arts 106
Further Reading 108
1．Tourists Want to Change the Entertainment Activity in the Itinerary 108
2．Tourists Want to Participate in the Entertainment Activities Not Contained in the Itinerary 109
Exercises 110
项目八 离店服务 111
Situation Lead-in 111
Situational Dialogues 112
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 Bill 115
Dialogue 2 Checking Guest's Account 116
模块三 处理投诉 117
Dialogue 1 Complain about Missing Luggage 117
Dialogue 2 Complain about the Luggage Service 119
Knowledge Links 119
1．Hotel Check-out Checklist 119
2．Dealing with Complaints 120
Further Reading 121
1．Wake-up Call Service 121
2．Why Choose a Travel Agency 122
Exercises 123
项目九 送站服务 124
Situation Lead-in 124
Situational Dialogues 125
模块一 赴机场车站途中 125
Dialogue 1 On the Way to the Airport 125
Dialogue 2 Here Is a Small Gift for You 126
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 off 130
Dialogue 2 Bye,All！ 131
Knowledge Links 132
1．How to Deliver a Farewell Speech 132
2 A Farewell Speech by the Local Guide 133
Further Reading 134
1．Handling the Adjustment of the Itinerary 134
2．Safety Tips for Air Travel 136
Exercises 139
项目十 后续工作 141
Situation Lead-in 141
Situational Dialogues 141
模块一 与领队保持联络 141
Dialogue 1 Keeping Contact with the Tour Leader by Telephone 141
Dialogue 2 Contacting with the Tour Leader Through a Phone Call 143
模块二 对游客的回访 144
Dialogue 1 After-Sale Service on the Internet 144
Dialogue 2 Calling for Feedback 145
模块三 下次旅行的推介 146
Dialogue 1 Introducing Mountains of China 146
Dialogue 2 Recommend an Exhibition Tour 148
Knowledge Links 149
1．Elements of Travel Marketing Mix 149
2．Ctrip Goes All-in on Mobile 149
Further Reading 151
1．China's Future Tourism：Opportunities and Challenges 151
2．Cruise Trip Adds Leisure to Travel 152
Exercises 154
Appendix 156
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
References 190
参考文献 190