带团过程中对游客各种要求的处理办法
带团过程中对游客各种要求的处理办法
What are the principles a tour guide should follow to deal with the tourists’ specific requirements
（1）A tour guide should pay attention to all the tourists’ requirements．
（2）If possible，a tour guide should meet the reasonable requests of the tourists．
What should a tour guide do when a tourist has special dietary requirements for religious or health reasons
（1）A guide should try his/her best to meet the tourist’s requirements if it is related to his/her religious practice or health reasons．
a．If the special dietary requirements have been specified in the contract，
the travel agency must fulfill them．
b．If the requirements are not specified in the contract，but requested after the tourist’s arrival，the guide should do his/her best to meet the needs of the tourist．However，the tourist should bear the extra expenses．
（2）If the restaurant cannot cater for the special needs of the tourist on this occasion，the tourist will have to settle the issue by himself/herself，with the tour guide’s assistance．However，the tour guide will be responsible for arranging special dishes at future meals．
Should a tour guide agree to tourist’s requests for change in food?
（1）Generally speaking，restaurants could agree to changes in food if informed three hours ahead of mealtime．In such a case，a guide may accept the tourist’s request．
（2）If the request is made just before mealtime，the restaurant may refuse to make changes since some of the dishes will have already been prepared．In such a case，a guide should graciously decline the request and give explanations．
（3）If a tourist insists on changing the menu，adding dishes or a beverage，the guide may agree but should inform the tourist that he/she must bear the expense．
What should a guide do when a tourist is unwilling to have meals with other tourists
（1）A guide should encourage the tourist to eat with the group，and if there is a discord，make every effort to settle it．
（2）If the discord cannot be settled，the tourist must make his/her own eating arrangements and bear the expense．
What should a guide do when the hotel has sold the reserved rooms to other tourists?
A guide should lodge a compensation claim against the hotel，and arrange for rooms in another hotel for the tourists，after obtaining from the travel agency．
What should a guide do if the reserved rooms are below the contract standard and no better rooms are available?
The guide should negotiate with the hotel and demand rooms which are up to the standard contracted．If the negotiations are unsuccessful，the guide should lay out the terms of compensations and discuss them with his/her tour group to gain their support and cooperation．
What should a guide do if tourists request better rooms due to inadequate facilities?
A tour guide must ask the hotel to meet the requirements contracted or compensate the tourists．
What should a guide do if a tourist asks for a single room instead of the standard room specified in the contract?
If the tourist is willing to pay for the price difference for the upgrade，the guide can help make the arrangements．
What should a guide do if a tourist is unwilling to attend the planned entertainment program in the travel schedule?
A guide should inform the tourist that it may be impossible to obtain a refund for the reserved ticket；if the tourist wishes to attend any other entertainment not specified in the travel schedule，he/she can do so at his/her own expense．
The tour group is scheduled to attend the Cantonese Opera performance in the evening，but some tourists would rather attend an international football game in the stadium，in spite of the objections from other tourists in the group．Under such circumstances，what is a guide expected to do?
（1） The guide is expected to implement the planned program．
（2） The tourists who wish to watch the football game must be informed that it may be impossible to obtain a refund for the Opera tickets and that they are expected to make their own arrangements and bear the cost for attending the game．
How should a tour guide respond to tourists’ request to go shopping by themselves?
（1） If there is enough time in the schedule，a tour guide may agree to the request，help arrange transportation，and may even recommend good shops．
（2） The tour guide should graciously deny any request that might delay the scheduled travel or departure．
If an American tourist intends to purchase ancient Chinese calligraphy，what should a guide advise him/her?
（1）A tour guide should advise tourists to go shopping in the antique shops and keep the sales receipt for the customs check on departure from China．
（2）A guide should also inform tourists that the antiques sold by peddlers usually do not carry a sign of authenticity，and tourists may not be able to take them out of China．
What should a guide advise tourists when they buy traditional Chinese medicine?
（1）A guide should recommend reliable drugstores to tourists．
（2）A guide should tell tourists there is limit to the amount of Chinese medicine that one can take out of China’s mainland for personal use：the limit isnRMB300 for tourists going abroad；the limit is RMB1,500 for tourists going to Hong Kong and Macao．
（3）Items such as musk，rhinoceros horns and tiger bones are prohibitednfrom being exported from China．
How should a guide handle the request when a tourist asks the guide to buy goods for him/her and send them by mail?
（1）A guide should decline the request politely．
（2）If it is impossible to say“No”the guide should first report to the travel agency．After getting approval，the guide may take enough money from the tourist to buy the goods and have them delivered to the tourist at the address specified．The guide and the tourist should each have a receipt of the transaction．
hat might be some of the reasons for a tourist leaving a tour before it is finished？How should a guide handle this?
（1） The main reasons for a tourist leaves a tour in midstream are due to their personal illness or an urgent matter at home，but some leave because of dissatisfaction with the tour or service．
（2） Those who leave the tour group for personal reasons may receive partial reimbursement for the unused portion of their contracted tour，after the tour guide has reported their situation and has received approval from both the travel and organizing agencies．
（3） The tour guide should attempt to dissuade the dissatisfied tourist from quitting the tour．If the tourist insists on quitting，the guide should inform the tourist that he/she is unable to obtain a refund for the services not yet received．
If a tourist’s major dissatisfaction is with the travel service， especially that of the guide，and requests to quit the tour before it is finished，what should a guide do?
（1）A guide should first try to dissuade the tourist from quitting and in the meantime improve his/her own guide service．
（2）If the tourist insists on quitting，the guide should inform the tourist that he/she is unable to obtain a refund of the service charge for those items he/she has not yet enjoyed．
If a foreign tourist must leave the tour due to an urgent matter at home，what should a guide do?
After obtaining the approval of both the travel and organizing agencies，the guide may reimburse the tourist for some of the service charges according to the contract．
What should a guide do when a tourist requests to extend his/her travel time?
（1） If the tourist wants to extend his/her stay in certain scenic area， whether or not due to illness or personal interest，a guide is expected to help make the arrangements．
（2） If the tourist wants to join another tour group of the same travel agency，he/she should sign a new contract．
（3） If a foreign tourist wants to extend his/her travel，and his/her visa permits it，the guide should assist him/her with the arrangements；otherwise the guide should graciously refuse，except in the case of illness or injury．In the case of illness or injury，the tour guide should assist the tourist in acquiring a visa extension．
Under what circumstances should a guide decline tourists’ requests for individual and unscheduled sightseeing?
A tour guide should graciously decline tourists’ requests for individual and unscheduled sightseeing under the following circumstances：
（1）It is near the time of departure．
（2）The place is of poor public security．
（3）The tourist requests to go bike-riding alone in an unfamiliar place．
（4）The tourist requests to visit an area not open to the public．
（5）The tourists requests to go boating or swimming in a non-swimming area，without lifesaving equipment or the presence of a lifeguard．
What should be a tour guide’s response when a tourist wants to visit friends，relatives or colleagues?
（1） If a tourist wants to visit friends or relatives，the guide should do whatever possible to assist the tourist’s arrangements．
（2） If a tourist wants to meet his/her Chinese colleagues，the guide may ask the travel agency for assistance in contacting the departments concerned．
If a tourist’s relative wishes to join the tour group，what are the procedures a tour guide must follow？Who would be discouraged from joining the group?
（1）Provided that there are empty seats available，a guide should first get permission from the tour leader and other group members．Upon approval from the travel agency，the guide is expected to ask the tourist to register，pay the appropriate travel expenses，and provide the necessary documentation．The above having been completed，the tourist’s relative can travel together with the tour group．
（2）It is recommended that a tour guide graciously decline tour privileges to a foreign tourist’s relative who is a reporter．
What should a tour guide do if he/she is requested by a tourist to deliver letters or articles to his/her relative?
（1）A tour guide should graciously decline the request and direct the tourist to the nearest post office．
（2）If the assistance of a tour guide is necessary in making a delivery for the tourist，the guide should request approval from the travel agency．Upon approval，the tourist must complete a formal commission order that specifies the name of the article，the value，the name and address of the recipient，as well as the exact address of the consigner（sender）．The tour guide should check the value of the article in the presence of the tourist and determine that there is no contraband，drugs or guns in the package．Upon receiving the article，the recipient should provide a receipt with his/her signature that will be sent to the travel agency for archival purposes．
What should a guide do if a tourist requests to help deliver a sealed package?
（1）A guide is expected to graciously decline the request and direct him/her to the post office．
（2）If the assistance of a tour guide is necessary in making a delivery for the tourist，the guide should request approval from the travel agency．Upon approval，the tourist must complete a formal commission order that specifies the name of the article，the value，the name and address of the recipient，as well as the exact address of the consigner（sender）．The tour guide should check the value of the article in the presence of the tourist and determine that there is no contraband，drugs or guns in the package．Upon receiving the article，the recipient should provide a receipt with his/her signature that will be sent to the travel agency for archival purposes．
（3）If the tourist refuses to open the package for the tour guide to inspect for the presence of contraband，drugs or guns，the guide should decline the request．
Can a local guide help a tourist to deliver a package of food to his/her local friend/
Food turns bad easily，so a tour guide should graciously decline the request and ask the tourist to dispose of the food by himself/herself．
How should a guide respond to the tour group’s request for change of itinerary and schedule upon arrival?
（1） Usually a guide is expected to adhere to the itinerary and travel schedule as specified in the contract．
（2） If the tourists’ suggestions are reasonable and feasible，the guide， after obtaining approval from the travel agency，may make the appropriate adjustments．