1. 7/7/2016 English for Tour Guide Unit 8 Greeting

2. 7/7/2016 English for Tour Guide Unit 9 Greetings Learning Objectives Warm-up Task 1 Situational Dialogue of Greeting Guests on Arrival Task 1 Situational Dialogue of Greeting Guests on Arrival Task 2 The Art of Greeting Task 2 The Art of Greeting Task 3 Etiquette of Welcoming Tourists Task 3 Etiquette of Welcoming Tourists Task 4 The Importance of Appearance Task 4 The Importance of Appearance Extended Task: Dealing with Emergency Cases Extended Task: Dealing with Emergency Cases

3. 7/7/2016 Learning Objectives In this unit, you shall know * how to greet your guests verbally and non-verbally * learn some basic etiquette of welcoming your guests * have an idea of making a welcome speech * learn some basic skills of handling emergency cases at the airport English for Tour Guide

4. 7/7/2016 Warm-up Warm-up TEST YOUR HOSPITALITY I.Q. English for Tour Guide Each question has one or more correct answers: 1. All tourists should be greeted by: a) a warm friendly smile b) a high pressure sales pitch c) an indifferent attitude 2. A tourist is: a) valued only for his/her money b) a uniquely different type of person c) a welcome guest visiting your community 3. Promotional literature ( 宣传推销资料 ) is: a) costly and should be kept where tourists can't get to it b) a useful selling aid c) dull and boring 4. The best directions are given by indicating: a) turns using points on the compass (north, south, east, west) b) exact distances c) locally known landmarks such as the "old Johnson place." a c b b

5. 7/7/2016 5. Most tourists appreciate it if you: a) volunteer information even though it may not be requested b) ignore them unless they ask for your help c) tell them all your personal problems 6. The money that tourists spend in your community: a) creates local jobs b) adds to the tax base c) provides local services that otherwise would not be possible 7. The name of the tourist game is: a) money b) endurance ( 忍耐 ) d) human relations 8. Your attitude toward tourists: a) is not important to your community b) is a signal of how enjoyable their visit is going to be c) can easily be hidden from them d) speaks louder than your words a a, b, c c b, d English for Tour Guide

6. 7/7/2016 9. The way to deal with a demanding tourist is to: a) treat them the same way they treat you b) yell at them if they are behaving rudely c) smile and be patient with them. 10. Your appearance: a) has very little to do with how visitors treat you b) is a reflection upon your entire community c) is nobody's business but your own 11. Tourist employees and businesses must: a) cooperate and work together for the benefit of all b) do their own thing and ignore everyone else c) make negative comments to tourists about other tourist businesses. Scoring: Give yourself 2 points for each correct answer. The highest possible score is 28 points. Question number 6 is worth a maximum of 6 points or 2 points for each correct letter. All other questions are worth 2 points each. 26-28 points Excellent hospitality I.Q. 22-24 points Very good hospitality I.Q. 18-20 points Some improvement needed. 0-16 points What business did you say you were in? c b a English for Tour Guide

7. 7/7/2016 A: a tour guide B: Peter White, a group leader of the tourists C: a tourist A: Excuse me. Are you Peter White? B: Yes, I am. (Shake hands) A: Nice to meet you, Mr. White. Nice to meet you all, ladies and gentlemen. I’m Li Xiaoping from China Youth Travel Service, Guangzhou branch. (1) ______. B: Nice to meet you, too. It’s so kind of you to meet us at the airport. A: My pleasure. (2) _______. B: That’s great. A: Have you all collected your checked luggage? B: Yes, we’ve got them. A: Ok, (3) _______. Please follow me, a CYTS bus is waiting for us at the exit of Gate F. B: Alright. Task 1 Situational Dialogue of Greeting Guests on Arrival English for Tour Guide

8. 7/7/2016 I. Listen to the recording, and choose the right sentence for each gap. A I’ ll be your tour guide during your visit in Guangzhou. B. You are very thoughtful. C. we have also booked 3 tables for you at the hotel’s restaurant. D. The travel service has sent me to meet you here. E. then we are leaving for the hotel English for Tour Guide A: The bus will take us to the Garden Hotel where CYTS has reserved rooms for you, and (4) _______. You can have your dinner there after a short rest in your rooms, and I’ll discuss the itinerary for your tour in Guangzhou after that. Is that ok? B: No problem. (5) ________. A: Let’s go then. Does anybody need a hand? C: No, we’re fine, thank you. Answer: (1) D (2) A (3) E (4) C (5) B

9. 7/7/2016 II. Complete the dialogue according to the context. A: Excuse me, ____________Mr. Robinson from Ottawa? B: Yes, I am. A: I’m Li Xiaoping, your local ___________from CYTS. B: How do you do, Ms Li? A: How do you do? __________to Guangzhou. B: Thank you. A: How was ____________? B: It was not too bad, but we have been a bit tired. A: Yea, a long journey must be tiring.____________? B: Yes, everyone is here. A: Ok, let’s go. The ______________ is waiting outside. are you tour guide Welcome your journey Is everyone here bus/coach English for Tour Guide

10. 7/7/2016 Task 2 The Art of Greeting Pre-reading: Find words or phrases in the text which mean the following. 1. help or encourage ( paragraph 1) _____________ 2. compulsory or necessary ( paragraph 1) _____________ 3. suggest (sth) indirectly rather than state it directly ( paragraph 2) ___________ 4. to be understood in a particular way ( paragraph 2) ______________ 5. of or in words ( paragraph 3) ______________ English for Tour Guide boost mandatory imply in the sense of verbal Greeting contains the power of boosting hospitality business as it contributes to customer care, tourist satisfaction and guest content. (1)_____. Greeting tempts the customer to initiate business. Greeting and a customer remain in an automatic chemistry. Greeting is mandatory in the contact of a customer. "May I help you" or "How can I help you, sir/madam" works as tonic for entertaining one's heart. To live in a society does not mean that we are social. (2) _____.Greeting is the father of all social skills. Greeting grows a warm relationship between a customer and a salesperson.

11. 7/7/2016 Greeting goes to begin further communication. Greeting does not imply few phrases like "Good morning", "Hello", "Take care", "Bye-bye", "See you" or "Happy new year". (3) _____. It means: let something go better, positive and successful. This is a sort of wishing someone. In this case, "Please have a cup of tea", "May I carry your luggage", "We beg your pardon", "We will have more few minutes“ Etc, though these are not greetings at all in the sense of their meanings, - give the principles of greeting. As "Please have a cup of tea" and "May I carry your luggage" may work more effectively than "Good afternoon" and "Have a nice time". (4)_____. Something about pleasing, recognizing, welcoming, inviting, refreshing, helping, respecting, loving and caring is a message of greeting. Greeting can be non-verbal, too. (5) _____. A smiling face is always wanted and appreciated in hospitality industry. Smiling face, eye contact, positive gesture, personal grooming, shaking hands and hugging are the best non-verbal greetings. Non-verbal greetings speak faster than verbal greetings, as a customer always receives verbal greeting after the delivery of smiles with eye contact at first sight. English for Tour Guide

12. 7/7/2016 I. Choose the best sentence for each gap. A. Rather greeting has a broad philosophical meaning. B. To become social we need to require social skills. C. Interestingly non-verbal greetings are more powerful and magical than verbal greetings. D. Offering tea and carrying luggage may more please a tired tourist than greeting. E. When business takes place, we strongly suggest the employee in hospitality industry to greet each and everyone at the time of both meeting and leaving. English for Tour Guide Answers: (1)—E (2)—B (3) ---A (4)---D (5)--- C

13. 7/7/2016 II. Decide whether the following statements are true (T) or false (F) according to the text. ( ) 1. Greeting is necessary in the contact with customers. ( ) 2. Greeting can grow a warm relationship with a customer and a salesperson. ( ) 3. Greeting only means phrases like “Good morning”, “Hello” or “See you”. ( ) 4. “Please have a cup of tea” may work less effectively than “Good afternoon”. ( ) 5. Non-verbal greetings, like smiling face and shaking hands, speak faster than verbal greetings. T T T F F English for Tour Guide

14. 7/7/2016 Task 3: Etiquette of Welcoming Tourists Task 3: Etiquette of Welcoming Tourists Greeting tourists is the first step in the whole welcoming process. As a tour guide, you should bear in mind the following things. Firstly, arrive at the meeting sites on time, learn how to locate the group that you are supposed to meet and offer your greeting immediately when seeing the tourists. Secondly, introduce yourself to the tourists and lead them to the coach. Thirdly, make a brief welcome speech, welcoming the tourists to your city, briefing the local condition, introducing the hotel and expressing your wish to serve them sincerely and honestly. Finally, wish your guests a pleasant journey and a wonderful stay. When delivering a speech, you should try to look happy and pleasant. Always be as polite as you can, no matter what your personal opinion of individuals or their country might be. Always remember that they will judge your company by the impression you give. First impression weighs heavily in hospitality business. People never forget greeting with a smiling face. Greeting helps customer forget something late, something in disorder. English for Tour Guide

15. 7/7/2016 I. Complete the following sentences with the words or phrases in their right forms. coach locate disorder judge brief individual process bear in mind site serve 1. His room was in __________. 2. We traveled to Sydney by __________. 3. I’ m trying to___________ Sheffield on the map, do you know where it is? 4. The waiter in that restaurant __________ his customers so well that they tipped him. 5. Reforming the educational system is a long __________. 6. Please be __________, say what you want to say quickly. 7. Exceptions can not be made for __________. 8. ______________ that you'll have to be punctual. 9. You can’t ______________ a book by its cover. 10.The delegation arrived at the meeting __________ ten minutes earlier. disorder coach locate served process brief Bear in mind judge site English for Tour Guide individuals

16. 7/7/2016 II. Make a welcome speech. Welcome speech is the first formal speech that you face the guest. In general, its content includes the following items: self-introduction, introduction to the hotel where guests are staying, simple itinerary presentation and notes. Sample: Ladies and gentlemen, welcome to Guangzhou. First, please allow me to introduce myself. I am your tour guide during your stay in Guangzhou. My name is Li Xiaoping from China Youth Tour Service. My job is to smooth your way, care for your welfare and meet your needs during you stay in Guangzhou. The driver serving us is Mr. Wang. We are very glad to have the opportunity to serve you and also very glad to show you around Guangzhou, a city founded over 2000 years ago. Now we are going to the hotel named White Swan Hotel, and you will have your dinner at the hotel restaurant this evening. Tomorrow morning, we will visit a historical village in Panyu, which is called Bao Mo Garden. If you have any question or need, please let me know or tell your tour leader. I hope you will have a great time in Guangzhou. English for Tour Guide

17. 7/7/2016 II. Oral Practice. Please make a welcome speech to your American tourists on the way from Baiyun International airport to The Garden Hotel in downtown Guangzhou. The contents include the introduction of yourself, the driver Mr. Zhang, the hotel and the itinerary – three-day tour in Guangzhou. (Places for references: evening cruise along the Pearl River, Yuexiu Park, Chen Clan Academy and Lotus Mountain) English for Tour Guide

18. 7/7/2016 Appearance is extremely (1) _________ in the tourist business. Before anything is said to or (2) _________ for tourists, tourists (3) ________employees on the way they look. Visitors may get their first (4) _________ of the community by the appearance of the tourist workers--the way they dress, act, and smell. Appearance has much to do with the way visitors (5) _________tourist employees. Tourists tend to (6) _________what people with messy hair and sloppy clothes have to say. Visitors have (7) _________ faith in the information given to them and have a negative attitude on the whole community. Dress neatly and (8) _________. Wear clean, unwrinkled clothes. Keep your hair clean and well combed. Use makeup and jewelry sparingly. Bathe regularly. Avoid (9) _________, chewing gum, or eating where you can be seen by (10) _________. Always strive to look the very best you can. English for Tour Guide Task 4: The Importance of Appearance

19. 7/7/2016 Appearance is extremely (1) _________ in the tourist business. Before anything is said to or (2) _________ for tourists, tourists (3) _________employees on the way they look. Visitors may get their first (4) _________ of the community by the appearance of the tourist workers--the way they dress, act, and smell. Appearance has much to do with the way visitors (5) _________tourist employees. Tourists tend to (6) _________what people with messy hair and sloppy clothes have to say. Visitors have (7) _________ faith in the information given to them and have a negative attitude on the whole community. Dress neatly and (8) _________. Wear clean, unwrinkled clothes. Keep your hair clean and well combed. Use makeup and jewelry sparingly. Bathe regularly. Avoid (9) _________, chewing gum, or eating where you can be seen by (10) _________. Always strive to look the very best you can. English for Tour Guide important done judge impression treat doubt little simply smoking visitors I. Listen to the recording, and fill in the blanks with the missing words. Listening Transcript and Answer Keys:

20. 7/7/2016 II. Translate the following sentences into English. (1) 导游着装可能会影响游客们对第一印象. (2) 假如导游的头发混乱或穿着随便, 那么游客们也会对其所提供的信息 持怀疑的态度. (3) 穿着要讲究整洁大方, 并加上适宜的化妆. (4) 在游客面前要尽量保持最佳状态. English for Tour Guide The way a tour guide dresses may influence the tourists’ first impression on him/her. Tourists may doubt the information given by a tour guide with messy hair or sloppy clothes. Dress neatly and simply and use makeup sparingly. Strive to look the very best you can to the tourists.

21. 7/7/2016 Extended Task: Dealing with Emergency Cases Supposing you are a tour guide from CYTS, and you are assigned to meet a group of tourists from Los Angeles. Discuss the following situations in small groups -- What will you do if…? Situation 1: You can’t find your tourists as scheduled? Situation 2: The travel group arrives at the meeting site earlier than you? Situation 3: The travel group arrives late? Situation 4: You have met the wrong travel group? English for Tour Guide

22. 7/7/2016 Teaching Tips: Situation 1: (1) Find out the reasons: the flight arrives ahead of time or late; the tourists have gone to hotel themselves or they don’t actually have come; if the person on duty in your agency forgets to inform you of the alteration or you forget to confirm with him/her before you come to the airport… (2) Take actions after the reasons have been confirmed. Situation 2: (1) Say sorry to the group leader and other tourists immediately. (2) Honestly explain the reasons of being late. (3) Negotiate with tourists for compensation, and beg their pardon. English for Tour Guide

23. 7/7/2016 Situation 3: (1) Cancel the reservations of accommodation and meals for that day. (2) Rearrange the next day’s accommodation, meals and transportation. (3) Reschedule tours of the travel group, try to preserve the visits to some major scenic spots. Situation 4: (1) Check the code name of your group, number of visitors, the tour leader’s name, flight number etc. Find out the reason for that mistake and where your group has gone. (2) Contact the agency of the wrong group. (3 ) If both groups are served by the same agency, usually there is no need to change the local tour guides. English for Tour Guide

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