What are the common questions in the 2021 tour guide certificate interview?

1. When visiting a scenic spot, it is found that an elderly tourist is missing. How should the tour guide handle it?

Answer: (1) Understand the situation and search for it quickly. Generally, the tour guide and tour guide search separately, and the local tour guide leads other tourists to continue the tour.

(2) Ask the local police station and the scenic spot management department for help;

(3) Contact the hotel and ask if the tourist has returned to the hotel;

( 4) Report to the travel agency;

(5) Do a good job in the aftermath;

(6) Write an accident report.

2. If a tourist in a tour group has an infectious disease, how should the tour guide handle it?

Answer: (1) Learn more about the situation provided by the guest and find out the patient’s identity Health status;

(2) Report to the travel agency leaders and local epidemic prevention, health and quarantine agencies;

(3) If the relevant departments believe that they should be subject to epidemic prevention inspection, they should consult the tour leader and the patient After I agree, the patient will be sent to the local epidemic prevention station for serum testing and examination;

(4) If it is confirmed that he has an infectious disease, he should be isolated or take other measures in accordance with the opinions of the relevant departments;

< p>(5) If the patient is a foreign tourist, you should explain to the patient and the tour leader that according to our country’s regulations, the patient needs to appear in advance and help him go through the relevant procedures;

(6) Provide the detailed situation and handling process as follows Report to relevant parties in writing.

3. A guest in the tour group has a heart attack. How should the host handle it?

Answer: (1) If it is confirmed that it is a heart attack, the patient should be allowed to lie down on the spot. , the head is slightly higher; ask the family members to take out spare medicines for the patient to take to relieve the condition;

(2) Call an ambulance immediately or send the patient to the nearest hospital;

( 3) Notify the travel agency to send someone to assist;

(4) During the hospital rescue, the tour guide should require the patient’s relatives to be present;

(5) The local escort will go to the hospital to visit the patient from time to time. The patient is part of an inbound group and should be helped to apply for separation visas, book transportation tickets to return home, etc.;

(6) The local escort should arrange the activities of other tourists in the group.

4. When the tour group arranges free activities, the guests are robbed by gangsters. As the tour guide of the group, what tasks do you have to do?

Answer: (1) Call the police immediately: Call the police Call 110 to report the incident, introduce the time, place, and course of the accident, provide the characteristics of the perpetrator, the name of the victim, the group number, the name, model, and characteristics of the lost items, etc.;

(2) Report the incident in a timely manner; Report to the travel agency and request instructions;

(3) Calm the tourists' emotions;

(4) Write a written report stating the nature of the case, handling measures, the victim's reaction and requirements;

(5) Assist relevant departments to deal with the aftermath.

5. In order to ensure that tourists can evacuate as soon as possible in the event of a fire, what preparations should tour guides make when checking into the hotel?

Answer: (1) Be familiar with the hotel floors The location of the emergency exits, safety exits, safety stairs and safe transfer routes should be introduced to tourists;

(2) Remember the fire alarm number (119) and know the number of the room where the tour leader and tourists live ;

6. When a food poisoning accident occurs in a tour group, how should the tour guide handle it?

Answer: (1) Try to induce vomiting for the poisoned person and let him drink more water to eliminate the poison;

(2) Send the patient to the hospital for rescue as soon as possible and ask the doctor to issue a diagnosis certificate;

(3) Report to the local reception company and hold the restaurant responsible.

7. As a tour guide, how should you prevent food poisoning accidents in your team?

Answer: (1) You must arrange for the tour group to dine at a designated restaurant;

(2) Remind tourists not to buy food from stalls;

(3) When eating, if you find that the food is unhygienic or spoiled, you should replace it immediately.

8. If a tourist group guest temporarily proposes to change the original Western food to Chinese food, how should the local host handle it?

Answer: (1) If the tour group 3 hours before the meal When requesting a meal change, the tour guide should try his best to contact the restaurant and handle it in accordance with relevant regulations;

(2) When requesting a meal change when the meal is approaching, the request should generally not be accepted, but the tour guide should do a good job of explaining it;

(3) If tourists insist on changing meals, tour guides can suggest that they order their own dishes at their own expense;

(4) Tourists who request additional dishes, drinks, etc. should be accommodated Satisfied, but pay for yourself.

9. When the local escort checked in for the group, he discovered that some of the standard double rooms originally booked had been replaced by triple rooms. If you are the local escort for the group, what should you do?

Answer: (1) Although the number of beds in the triple room provided to the guest has not been reduced, it is actually lower than the double room standard stipulated in the travel agreement, and the travel agency should be responsible for changing it;

(2) The local escort should negotiate with the hotel and ask for a double room. If the hotel does not have one, he should consider a nearby hotel;

(3) If there is any difficulty, he should explain it to the tourist and ask for understanding. And provide compensation for the difference;

(4) Persuade the guests to check in, and provide material compensation (such as additional drinks, additional dishes, souvenirs) and spiritual compensation afterwards.

10. After the tour group flew to a certain city, some guests heard that there would be a dance performance by an underground song and dance troupe in the evening, and asked the director to take the group to watch it. You are fully accompanying, how will you deal with it?

Answer: (1) It should be categorically rejected and solemnly pointed out: According to our country’s regulations ("Entertainment Venue Management Regulations"), pornographic performances are illegal in our country. It is a serious violation of industry regulations and the discipline of the unit for tour guides to take neighbors to watch such performances;

(2) Introduce my country's traditional concepts and morals, and recommend that guests participate in high-grade, healthy pastimes ;

(3) If the guest does not listen to the advice and wants to go and watch on his own, the tour guide must declare to the guest that the guest shall bear responsibility for his own behavior and the trouble he may cause.

11. A foreign tourist entrusts a tour guide to purchase the goods when they are available and transport them back to the country on his behalf. How will the tour guide handle this kind of request?

Answer: (1) Generally, you should politely refuse;

(2) If you can’t shirk it, you should ask a neighboring guide for instructions;

(3) Carefully handle the entrustment: collect sufficient money from the guest, purchase and consign it; afterwards send the invoice, consignment note, and consignment fee receipt to the British guest; the travel agency keeps copies for inspection.

12. What measures should tour guides take to prevent tourists from getting sick?

Answer: (1) Tour guides should carefully analyze the group situation and consider the age and physical condition of most people Arrange your itinerary carefully; pay attention to relaxation;

(2) Remind tourists: Pay attention to food hygiene and do not drink raw or unclean water;

(3) Do Good weather forecast: Remind tourists to add or remove clothes or bring rain gear according to weather changes. Drink more water and eat fruits during the dry season.

13. A tour group that was originally scheduled to arrive here this morning has changed its arrival time tomorrow before dinner for some reason. It is more than a day late and the trip has been shortened. What should the local escort do?

Answer: (1) The local host should first notify the relevant host unit to cancel today’s board and lodging;

(2) Make reservations and arrangements for tomorrow’s board and lodging and Transportation;

(3) Re-formulate the local schedule and arrangements of the group, and try to retain the original main sightseeing items;

(4) If time is too tight, priority should be given The most representative and distinctive tourist attractions.

14. Due to the shortage of air tickets, the travel agency has to arrange for the tour group to take an overtime flight to leave the local area early, and the itinerary is shortened. In this case, what should the local escort do to make the guest understand?

Answer: (1) First strive for the cooperation of the tour guide and the neighboring team to reach a consensus;

(2) Do a good job as an influential tourist in the group;

< p>(3) Truthfully explain the situation to tourists and sincerely apologize for understanding;

(4) Provide appropriate material compensation;

(5) Use limited time to arrange guests Visit planned attractions.

15. Due to road blockage, the travel agency was forced to cancel the tour to a certain place. The guest was very frustrated. How should the tour guide handle it?

Answer: (1) Arrange another trip Activities instead;

(2) Use exciting introductions, novel content and the best arrangements to arouse tourists’ interest in traveling;

(3) Please report to the organizing agency and make a decision.

16. When you arrive at the station, the tour group you want to pick up has been waiting outside the station for a long time. The guest is very unhappy, and the neighboring team also complains that you missed the pick-up. As a host, how should you deal with it?

Answer: (1) Apologize to the neighboring team, the host and the guests in a timely manner;

(2) Explain the situation realistically and express You must be sincere in your work as a tour guide;

(3) Take remedial measures, work hard to complete the reception plan, and obtain the understanding of tourists;

(4) When necessary, provide travel services as appropriate or certain material compensation.

17. A guest in the team said that he did not want to live in a double room with others and asked for more accommodation. How will you deal with it reasonably?

Answer: (1) If the guest requests to live in a single room due to conflicts with fellow travelers or different living habits, the tour guide should ask the tour leader to mediate or make internal adjustments;< /p>

(2) If mediation and allocation fail, the hotel can meet the request if it has vacancies; however, the tour guide must explain in advance that the room fee will be borne by the tourist (generally, whoever proposes to live in a single room will pay the room fee).

18. After the tour group arrived in Lhasa, a guest was unable to continue the tour due to severe altitude sickness and asked to leave the group and fly back to Chengdu. How to deal with being a full escort?

Answer: (1) Immediately send him to the hospital for treatment to relieve symptoms;

(2) Report to the organizing agency and negotiate with the local travel agent Can meet his request to withdraw from the tour midway;

(3) Entrust the local pick-up agency to handle the latest flight ticket for the patient;

(4) As for the comprehensive service fee that he has not enjoyed , according to the provisions of the travel agreement, it may be partially refunded or not refunded.

19. When a tour group travels by train, a passenger fails to catch the train because he got off at an intermediate station to shop or take photos. What should the tour guide do?

Answer: ( 1) Contact the train conductor quickly, explain the situation and request assistance;

(2) Provide the passenger’s name and characteristics.

The name of the tour group, the name of the reception agency in the next destination city, the name of the hotel where you are staying, and the phone number, etc., inform the guests of the station where they are staying, and ask for help in finding and arranging the guests to take the next train to meet at the destination;

(3) If you are worried about the guest's ability, you can ask the parking lot to help arrange for the guest to wait at the station, and have the escort get off the bus at the front parking lot and return to pick up the guest;

(4) After receiving the guest To express happiness, you can remind them to pay attention in the future, but you should not blame them excessively.

20. Once a missed flight accident occurs, how should the tour guides deal with it?

Answer: (1) The tour guides should immediately report to the leaders of the travel agency and relevant departments and request assistance;

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(2) Contact the airport as soon as possible to arrange for tourists to leave the site as soon as possible;

(3) Stabilize the mood of tourists and arrange food, accommodation, sightseeing and other matters;

< p>(4) Notify the next stop in time and make corresponding adjustments to the schedule;

(5) Apologize to tourists;

(6) Write an accident report and investigate The cause and responsibility of the accident should be clarified, and the person responsible should bear the economic losses.