UNIT 3

Part I Lecture Time

Assigned
PART MODULES CONTENTS STUDIED PERIODS
I Text A
Tour Guides
Principle
Duties

1
II Text B Travel Agency
0-5
III Listening A Holiday in Thailand 0.5
IV Practical Writing How to write a speech
0.5
V
Consolidation

Role play
1
Reading
Writing a welcome speech
VI.
Case Problems 0.5
Total Six Parts
Listening
speaking
Reading
Writing
4
Learning Objectives
Get to know the tour guides principle
duties
Understand the role of travel agency
Learn to write a welcome speech
Learn to book a holiday

Part I.Text A
Learning Objectives
1. Get to know a tour guides principle duties
2. Understand a tour guides specific tasks
3.Get to know the importance of a tour guides
good service
Tour Guides Principle Duties

a Tour Guide
A tour guide
someone designated by a travel agency
to organize
To conduct trip
to take care of every detail of logistics for a tour.
a person that the guests pay for the
convenience
have a thorough familiarity with geography and
history of a certain area.




A Tour Guides General tasks
A: encompass a broad array of scope,
some basic service---
meeting and seeing off,
checking in and checking out,
arranging food and accommodation,
providing on tour service
promoting optional tour products,
giving tour advice,
dealing with complaints and emergencies,
doing pre-tour and post-tour job and son on.
educators, instructors and all-around experts----
history,
geography,
architecture,
art and other interdisciplinary knowledge.
A Tour Guides General Tasks
B:: the public face of a travel agency
help shape the first impression to visitors.
His/Her quality of service is conductive to the direct promotion of sales of local tour
products,
make great contribution to increasing the income of foreign currency
C: a goodwill culture ambassador, an unofficial
spokesperson for the destinations
working at the forefront of the travel industry and
meeting people from all over the world and with diverse backgrounds ,a
guide acts as to foreign guests,
facilitate foreign tourists to enhance their understanding about China and
eliminate prejudice against China

A Guides Specific Tasks
A: Responsible for pre-tour preparation
information of guests---
where they are from,
occupations
religion
information for their commentary
Conduct technical research for specialized tours
activities,
hotels,
confirmation of reservations
adequate transportation

B: Get necessary supplies ---
a flag and a signboard ready for the tour
equipment repairs and maintenance
Clean and maintain the travel vehicles
maintain proper use of tour facilities and supplies.
C: Welcome
welcome the tour members on arrival
assist them with their luggage
Welcome your guests with care and attention a VIP deserves.




A Tour Guides Special Tasks
D: Transfer guests along various sites
airports, hotels, local attractions, souvenir shops or equivalent locations.
E: Arrange food and refreshments stops.
special needs for diabetics, children, elderly persons, visually-impaired or hearing impaired person or physically challenged person.
Cope with illness, injure and death of tourists.
F: Help with currency exchange or bargaining.
G: Dealing with complaints
Be a good listener .
complaints regarding rooms, meals, service, check-in and lost luggage, Solve operational problems like booking errors and amendments, etc.
Take immediate action to deal with unhappy or unsatisfied guests
come to a win-win outcome.
H: Plan
Plan their activities within a tour itinerary;
review to make adjustment as required.
Respond to the special needs and peculiar request of tour participants.
I: Meals
Decide where to take meals
seat the group taking into consideration their different needs and preferences.
J: Be patient
Answer questions patiently.
meet expectations of guests
Remain helpful, polite and calm anytime on tour , even when dealing with hard-to-please clients who arent so nice.

A Tour Guides Special Tasks
identifying further services not included in the schedule.
Escort the group through an area coordination
activities .
Give detailed descriptions of the area and items/point interests.
Highlight sights and places along the way providing in-depth
insights into local culture, history, flora, fauna and more.
In some cases, guide tourists to the unusual and little known areas.
A Tour Guide Specials Tasks
Determination: Determine an outdoor activity .
News: Report the latest news and answer questions.
cautionary instructions: valuables , balance time.
Special needs: fulfill reasonable request
Educator: protect environment and cultural heritages.
Emergency solver: health and safety
Collector : tour report, clerical details , daily expenditure account, receipts, budget.
Contact and communication: tour companies, hotels restaurants, vendor.
Reminder: a hotel business card , phone number , wet wipes and toilet paper
Treat all with civility.
Additional fees: optional activities . Collect entrance fees


In Conclusion
types of tours :
vary considerable.
the first priority:
the guests satisfaction
tour guide:
obligation to deliver memorable, enjoyable and rewarding travel experiences.
help to boost the tourism industry of our country.
tourists :
a good understanding of the destination
excellent planning effort

Questions for Discussion
Does a tour guide have to perform an array of tasks
at the same time?
Does a tour guide need to refer to a large sum of
relevant sources of information?
Is proper dress very necessary for a tour guide?
Whats the purpose of talking about some latest
news?
In how many respects should a guide get prepared?
Travel Agency
Learning Objectives:
1.Get to know the service from the travel agency
2.Learn the types of travel agency.
3.Understand the growing trend in travel agency
Part II.Text B
Travel agency
tourism channel of distribution
an operating structure, system, or linkage
of various combinations of organizations
a producer of travel products to the
buyer.
Similarities and differences
between industry and tourism
Similarities:
Distribution channelwholesalers, distributors, middlemen, ultimate
consumers
Differences:
Unique distribution---Intangible service, temporal
Arrangements: a variety of choice
A middleman
An agency of principal in legal terms: transportation companies
An expert, knowledgeable

A growing trend
Profit and productivity:
Affiliated with cooperatives, consortia, franchisors, joint market
organizations
Provide aids
800-number
Telephone consultation
Education programs
Frequent travelers plan
Client newsletters
Preferred suppliers
Discount
Questions for discussion
What kind of service can a travel service
provide to its customers?
How many types can travel agency be
classified into?
List the names of travel agency in your area as
much as you can.
What information does a traveler can get from
the travel agency?
What is travel agent?
Text A s Recording

All over the world, types of tours a tour guide conducts
vary ___. However, there is one thing that they all
have ____, that is, the guests satisfaction is the first
____. It is his/her ____ to deliver ___, ___and ___
travel experiences. Whats more, tourists will leave with
a good ___ of the destination and excellent planning
effort that is going on. And we also hope that the great
job of tour guides will help to ____ the tourism
industry of our country.
Fill in the blanks
KEYS
1.The tourism channel of ____ is an operating structure, system, or linkage
of various ___ of organizations through which a producer of travel products
describes, sells or confirms travel arrangements to the buyer.
2. Their products flow to the ___consumer through ___, ___, and ___.
3. Tourism products mainly services that are ___. There is no physical product
that can be held in ___ and flows from one sales ___ to another.
4. In short, the travel agency is a ___ and _____.

Listen and fill in the
blanks
KEYS
The Text and Its Recording
Text B Travel Agency
Part III. Listening
A Holiday in Thailand

1.Study the Words And Proper Names.
2.Study the Language Tips Shown in This Dialogue.
3.Listen To Dialogue And Answer The Questions
Listed After The Dialogue
5.Make Pair Task
The Dialogue and Its
Recording

Next
Slide
A Holiday in Thailand


Listen to Anne_Marie booking a holiday in
Thailand. What does her travel agent try to
sell her? Is the travel agent good selling?
Listen and answer the questions.
What kind of insurance does the travel agent recommend?
Why is it better than the customers own insurance
companys cover?
What does the package include?
When would any medical costs be paid?
What else does the insurance include?
How much does the insurance cost?

Listening comprehension
KEYS
Part IV.Writing
How to write a speech
1. Get to know a Speech format
2. Sample
3. Write a welcome speech

A speech
Occasions:
banquets, receptions or other important activities in honor of tourists
A welcome speech
A farewell speech
two types : formal , informal
points of concerns:
Language: clear, concise comprehensible;
the content : appropriate and catering to the guests;
the style should be vivid, lively and humorous
make the occasion enjoyable to both the guests and the hosts.
Format
Three parts
the salutation---such as ladies and gentlemen ,
Dear Guests, Dear Mr. Smith etc
the content ---cover the purpose, subject
the concluding remarks--- show the best
wishes ,such as I wish to propose a toast to the friendship of us,
or Happy and safe journey
Sample
Good afternoon, ladies and gentlemen,
You are welcome. Allow me to introduce myself. My name is Linda Wu.
Wu is my surname, so you may call me Xiao Wu. And this is Mr. Liu, our
driver, who has had 20 years of driving experience. We come from the
Guangzhou Travel Service. We are glad to have you here. On behalf of our
company and our colleagues, wed like to extend a warm welcome to you
all.
Ill be your local tour guide during your four-day tour in this city and well
be at your service at any time. Well do everything possible to make your
visit a pleasant experience. If you have any problems or suggestions,
please dont hesitate to let us know.
We have reserved two suites and eight Suites for you at the White Swan
Hotel. It offers the best services in this city. We shall meet at the hotel
lobby at 7:30 a.m. for our first visit tomorrow. Please do remember the
plate number of our bus. The number is 862569. Thank you.
We hope youll enjoy your stay in this city.
KEYS
Part I Listening Activities
Listening 1
1. considerable 2 in common 3. priority4 .
obligation 5.memorable, 6.enjoyable 7.
rewarding 8.understanding 9. boost


Listening 2
1. distribution , combinations
2. ultimate consumer , wholesalers, distributors, and
middlemen.
3. Intangible , physical , inventory intermediary
4. Specialist counselor.

BACK
BACK
BACK
BACK
Part V. CONSOLIDATION
SPEAKINGREADING and
Writing
SPEAKING: Asking for Travel Advice
READING
WRITING: Write a Welcome /Fare well
speech

Speaking:
Role play

Ask your partner for advice for travelling
to south Africa. Ask about :
Personal safety common health
problems for travelers
Driving in south Africa safety on safari
Writing exercise
Draft a welcome speech to a group of
American tourists on behalf of the travel
agency at a reception party in a hotel.
Part VI. Case Problems
What can be done if the tour group asks to change meals at short
notice?
What remedial effort can be made before the group showing
strong complaints about the local food leaves the place?
What can be done if the tourists ask to change to a better hotel?
How should the guide deal with the price difference arising from
the original room arrangement after one tourist is willing to live in
a single room?
Word bank
Personnel travel agent
Array FIT operator
Interdisciplinary inbound agent
Simultaneous ticket agent
Impair commercial agency
Expenditure cooperate price
Priority discount rate
Civility commission rate
Domestic itinerary departure
Select routine entry requirement