来源：广东省导游人员考评委员会《广东省2026年全国导游资格考试现场必读（英语）》。本文完整转载官方原文，如与官方文本有出入，以广东省导游人员考评委员会当年公告为准。
二、导游规范服务
（QUESTIONS AND ANSWERS ON NORMAL SERVICES OF TOUR GUIDES）
1. What are the main points that the local guide must try to make sure when reading the tour plan of the group in order that he would not miss meeting the group or fail to meet a group at the airport, train station or any other ports?
The local guide must pay attention to the following points:
(1) The name and telephone number of the tour operator of the domestic tour organizer travel service.
(2) The number of people in the group and the name, sex and occupation of the tourists.
(3) The arrival time and the place of the plane or train that the group is going to take.
(4) For an inbound tourist group, he must also know the name of the overseas tour organizer travel service, the name or code of the group, the name of the tour escort, the language they speak, nationality and religious belief of the tourists and the entry and exit cities of the group.
1.为了避免接团时发生误接﹑漏接和空接，地陪在阅读接待计划时应弄清哪些内容？地陪必须注意以下几点:
答：（1）国内组团社联络人和全陪的姓名及电话号码；
（2）旅游团成员的人数、性别、姓名和职业；
（3）团队抵达本地时所乘的交通工具的班次、时间和接站地点；
（4）接待入境团时还要了解客源地组团社和领队的名称﹑旅行团的外语名称或代号﹑游客的国籍﹑语言和宗教信仰以及旅行团的入（出）境地点等。
2. What are the main points that the local guide of an inbound tourist group must get to know about the transport tickets for the group?
In regard to transport tickets for the group, the local guide must try to get the answers to the following questions:
(1) Have the group’s transport tickets for the next destination been booked according to schedule or have they been changed? And, has the changed booking been confirmed?
(2) Are there any return tickets for the group?
(3) Do the tourists hold international air-tickets for domestic flight?
(4) Whether their return tickets have been reconfirmed.
2．接待入境团的地陪应从哪几方面掌握交通票据的情况？
答：（1）团队往下一站的交通票是否按计划订妥﹑有无变更以及更改后的落实情况；
（2）是否有返程票；
（3）是否有国内段国际机票；
(4) 他们的返程机票是否已重新确认好。
3. In what ways must the local guide make preparations for conducting a group in respect to language and knowledge?
(1) Before the group arrives, the local guide must familiarize himself with the explanatory materials on the places that the group is going to visit. For an English-speaking guide, he must also make preparations for the English way of expressing himself.
(2) For a tourist group that is composed of people in a special trade, the local guide must try to acquaint himself with the knowledge and technical terms of their specialty.
(3) In addition, the local guide must be well prepared for questions about hot talks of the town, important news at home and abroad and any other subjects that the tourists may be interested in.
(4) If the local guide himself is new to the places to be visited by the group, he must try his best to familiarize himself with them beforehand.
3．地陪上团前应如何做好语言和知识方面的准备？
答：（1）根据接待计划上确定的参观游览项目，做好讲解内容的准备,外语导游还要做好语言表达上的准备；
（2）接待有专业要求的团队，要做好相关专业知识、词汇的准备；
（3）作好当前的热门话题、国内外重大新闻、游客可能感兴趣的话题等方面的准备；
（4）对自己不熟悉的景点应事先设法作详细了解。
4. While meeting an inbound group in the airport or train station, how can the local guide make sure that the group he is meeting is the very one he should meet?
The local guide must make certain that:
(1) The local guide must ask the tourists what country they come from and inquire of them about the names of their tour escort and their national guide, the name of the travel service in their own country and the name of the tour organizer travel service in China.
(2) If the group has neither escort nor national guide, he must inquire of the tourists their nationality, the name or code of the group, and the number of people and the main itinerary of the group.
4．接待入境团的地陪在机场或车站接团时，应如何确认某一团队是否是自己应接的团？
答：（1）应问清该团来自哪个国家（地区）、客源地组团社和国内组团社的名称、领队和全陪的姓名等；
（2）如该团没有领队和全陪，地陪应与该团成员核对团名、团号、国别及游客人数、姓名并核实其主要行程。
5. Try to make a welcome speech to a tourist group in the name of a local guide. The following points should be included:
(1) According the tourists a welcome for their visit to your city on behalf of your travel service, the driver and yourself;
(2) Introducing yourself and the travel service you work for;
(3) Introducing the driver;
(4) Expressing your willingness and desire to render good services to the tourists;
(5) Wishing the tourists a pleasant stay in your city.
5．试以地陪的身份对旅行团致一段规范的欢迎辞。
答：要求包括以下内容：
（1）代表所在接待社、司机及本人欢迎客人的光临；
（2）介绍自己的姓名及所属单位；
（3）介绍司机；
（4）表示提供优质服务的诚挚愿望；
（5）预祝游客旅游愉快。
Reference Example:
A Local Guide’s Welcome Speech (For Reference)
Good morning, ladies and Gentlemen:
Welcome to Guangzhou! My name is … Our driver’s name is … I work for Guangzhou China International Travel Service, and we two have the pleasure of being your guides during your stay in Guangzhou (or we are very glad to be with you during your visit to our city). I expect that this is the first trip to Guangzhou for most of you. We’ll do our best to make your stay here enjoyable, restful and comfortable, so please feel free to let us know whatever complaints you may have about our work or the hotel service, or whatever, so we can improve in good time. We look forward to your cooperation. Wish you enjoy your tour in our city and have fun.
参考示例:
地陪欢迎词 (仅供参考)
女士们,先生们: 早上好!
欢迎来到广州，我的名字是xxx, 我们的司机的名字是xxx。我是中国国际旅行社广州分社的导游,在你们逗留期间我们俩很荣幸做你们的导游(或我们非常高兴在你们访问我们的城市期间能与你们在一起)。我估计这次是你们的大多数人第一次广州到广州来吧。在你们逗留广州期间我们会尽力让你们在这里过得愉快、休闲与舒适。因此如有任何关于我们工作或酒店服务等方面的不满意,请不要介意告诉我们。这样我们便可以及时改进。我们期待着你们的合作。愿你们享受这里的旅游，同时玩得开心。
6. What things should be mentioned when the local guide is telling the tourists the general conditions of his city?
When giving the tourists a general idea of the city, the local guide should refer to such things as:
(1) The city’s climate, population, administrative divisions, social life, cultural tradition, special products and its history.
(2) In the meantime, he should take occasion to tell the tourists something about the city’s developments in economy and municipal construction as well as the streets and important buildings along the way.
6．地陪在向游客作当地概况介绍时，应包括哪些内容？
答：（1）介绍当地的概况应包括气候条件、人口、行政区域划分、社会生活、文化传统、土特产品、历史沿革等；
（2）还要适时介绍当地的市貌、发展概况及沿途经过的重要建筑物、街道等。
7. How can the local guide keep in touch with the tourists after the group has checked in at the hotel?
The local guide must write down all the room numbers of the group, especially those of the tour escort and the national guide. He should also tell the tour escort and the national guide his own room number and telephone number so that they may reach each other in time of need.
7．在游客入住酒店后，地陪应如何保持与旅行团的联系？
答：地陪要掌握领队、全陪和团员的房间号，并将与自己联系的办法如房间号、电话号码等告诉全陪和领队，以便有事时尽快联系。
8. What should the local guide do if the tour escort or the national guide proposed to make a minor change or add a new item to the sightseeing program?
(1) The local guide should report the matter to the travel service leadership and try his best to arrange it if their proposal is reasonable and feasible.
(2) If an extra charge must be made for the added item, he must let them know in advance and must collect the money at the set price.
(3) If it is difficult or impossible to meet their demand, he must give them a clear explanation and patiently persuade them to follow the original program.
8．当领队或全陪对接待计划提出小的修改意见或增加新的游览项目时，地陪应如何应对？
答：（1）及时向旅行社有关部门反映，对合理又可行的要求，应尽量予以满足；
（2）对需要加收费用的项目，地陪要事先向领队或游客讲明，按有关规定收取费用；
（3）对确实无法满足的要求，地陪要详细解释，耐心说服。
9. In what way should the local guide collect the checked luggage of the group that has just arrived?
(1) When the group has arrived, the local guide should help the tourists get their luggage together at a designated place and remind them to check and make sure that their bags are all in good condition.
(2) Together with the tour escort and the national guide, he should count to get the right number of pieces and then hand them over to the luggage man of the local travel service through necessary procedures.
(3) If something is missing or damaged, he should help the owner to approach departments concerned to report and register the loss or claim compensation for the damaged.
9．有托运行李的旅行团抵达本地后，地陪应如何清点行李？
答：（1）地陪应协助本团游客将行李集中放在指定位置，提醒游客检查自己的行李物品是否完整无损；
（2）与领队、全陪核对行李无误后，移交给行李员，双方办好交接手续；
（3）若有行李未到或破损，地陪应协助当事人到有关交通部门办理行李丢失或赔偿申报手续。
10. What should the local guide remind the tourists to do when they are going to leave the bus for sightseeing?
On this occasion the local guide should advise the tourists to remember the model, color, number and special sign of the tour bus. He should also tell them where the bus will be parking and what time they will be leaving for the next destination.
10．游客下车参观景点前，地陪应向他们交代哪些内容？
答：地陪要讲清并提醒游客记住旅行车的型号、颜色、标志、车号，以及停车地点、开车的时间等。
11. What are the main points that need the local guide’s attention in regard to the travel certificates of the tour escort and other tourists?
(1) Under normal conditions, the local guide should not keep the travel certificates of the tourists. If he needs to use them, he must return them to the tourists as soon as he has finished using them.
(2) On the day before the group leaves, the local guide should check his own belongings to see if he has kept any of the group’s passports or other papers and, if any, should hand them back personally to their owners without delay.
(3) Some hotels request that the tour escort should leave his passport at the reception department when the group checks in at the hotel. In this case, the local guide must remind the tour escort to take it back when the group checks out to leave the hotel.
(4) When a foreign group is going to leave the country, the local guide should remind the tourists to check and make sure that they have their passports and Customs declaration forms readily available for examinations by the Customs and immigration officers. (They must not pack them into their bags to be checked.)
11．在领队和游客的证件保管、使用方面，地陪应做哪些工作？
答：（1）一般情况下，地陪不应保管团队的旅行证件。如需使用游客的证件办理某项手续时，应在用完后立即归还游客；
（2）在离站前一天，地陪要检查自己的物品，看是否保留有游客的证件、票据等，若有应立即归还，当面点清；
（3）某些酒店在旅行团入住时，要求领队将其证件留在总台，地陪应在旅行团离店时提醒领队取回自己的证件；
（4）入境团出境前，要提醒游客准备好护照和申报单，以便交边检站和海关检查。
本稿说明（本站整理，非官方内容）
导游规范服务问答共 40 题，本篇是第 1 至 11 题。知识问答三题里的导游规范题（10 分）就从这 40 题中抽取，答题时先给程序再给理由。