103 年 領隊 職 前 訓 練講座 領隊應備的特質與服務態度
DESCRIPTION
103 年 領隊 職 前 訓 練講座 領隊應備的特質與服務態度. 呂江泉 [email protected] 國立屏東大學休閒事業經營系 ( 所 ) Princess Cruises. 領隊應備的特質與服務態度 Characteristics vs Attitude. 特質態度 ? 自我檢測 ? 博士般的知識 ? 碼頭工般的體力 ? 餐廳服務般的殷勤 ? 含著眼淚 ? 帶著微笑 ? 出門看天色 ? 上車看臉色 ? 泰山崩而色不變 ? 美女坐而懷不亂 ?. 領隊應備的特質與服務態度 Characteristics vs Attitude. 課程大綱: - PowerPoint PPT PresentationTRANSCRIPT
-
103 [email protected]() Princess Cruises
-
Characteristics vs Attitude?????? ?????
-
Characteristics vs Attitude
-
Tour Leader vs Role PlayTOUR LEADER: somebody who LEAD and ORGANISE a tour abroad.1. 2. 3.
-
Tour Leader vs Role Play1. Specialized Tour Leader2. Freelance Tour Leader3. ()Through-Out Guide
-
Tour Leader vs Role Play 1. 2. 3. 4. 5.
-
Tour Leader vs Role Play1. A. B. 2. A. B.
-
Tour Leader vs Role Play
-
Tour Leader vs Role Play 1. 2. 3. 4. 5.
-
Tour Leader vs Role Play()()
-
Tour Leader vs Role Play
-
Tour Leader vs Role PlayVolunteer() do something without being forced.who is not paid for the work they do.
-
Tour Leader vs Role Play!. 1. . 2. . 3. .
-
Profession vs Characteristics
-
Profession vs CharacteristicsTPEThank you!Please! Excuse me!
-
Profession vs CharacteristicsIM ACE : 5QIQ (Intelligence Quotient)MQ (Morality Quotient)AQ (Adversity Quotient)CQ (Creative Quotient)EQ (Emotion Quotient)
-
??55% Profession vs Characteristics
-
?? Profession vs Characteristics
-
?? Profession vs Characteristics
-
Profession vs CharacteristicsKNOW-HOW / / / TICKETING / / /WORKING ITINERARY / /
-
Profession vs CharacteristicsKNOW-HOW / / / ,, ... .! !: XXPS: ,E-mail, !,!
-
Profession vs Characteristics TICKETING / / /1. OK. RQ / OW. RT 2. AA. AC. AE. AY. AZ / BA. BI. BL. BR 1. TYO. / TPE. / NYC.2.NRT.HND./ CKS.TSA. / JFK.LGA.EWR1. IATA. SITI. SITO. SOTI. SOTO2. SSRSPML. VGML. BBML. WCHR. STCR
-
Profession vs Characteristics CPACity Pair Availability 21 JAN WED TPE/Z8 HKG/01CX 463 J9 C9 D9 I9 Y3 B1 *TPEHKG 0700 0845 330 B 0 DCA /E2TG 609 C4 D4 Z4 Y4 B4 TPEHKG 0805 1000 333 M 0 X246 DCGMT330 / 333 B B = L = D = R = S = M = H = 0 1DCA (Direct Connect Availability) ABACUS /E X246 246Daily Flight
-
Profession vs CharacteristicsA340 B747 MD11 () ()Airbus A340 (400) AC DEFG HKBoeing B747 (450) ABC DEFG HJK
-
Profession vs Characteristics Row A B C D E F G H J K 20 X X X X 21 X X X X 22 X X X X 30 X X 35 X X1. (Seat Chart)(Block Seats)2. 3. 4. Window /Aisle /Center Seat.
-
PNR = Passenger Name RecordWorking ItineraryNaming ListRooming ListOnline TransferInter-line TransferMCT(Minimum Connecting Time) STPC(Stop-Over Paid by Carrier)Book 24-Hour Before Departure. Profession vs Characteristics
-
GIT Restrictions NON-ENDORSABLENON-REROUTABLENON-REFUNDABLEOver Booking = Over SoldRE-CONFIRMUP GRADEENDORSEMENTCOMPENSATION() Profession vs Characteristics
-
BOOKING ABC
Profession vs Characteristics
AppleBoyChinaDoctorEnglandFatherGirlHong KongIslandJapanKingLondonMotherNancyOpenPeterQueenRogerSusanTaiwanUnitedVictorWomanX-ray()YoungZebra
-
Profession vs CharacteristicsFloating Resort
-
* Top-3 Cruise Lines
CarnivalRCI Star%%65%20%10%95% x7 ++++++ x5 RCI + + CDF+Azamara + Pullmantur x5 + + NCL + +
-
*Cruise Lines 3-1Carnival (65%)
-
*Cruise Lines 3-2RCI (20%)*
-
* Oasis of the Seas
Tonnage : 225,000Length : 360m overallDecks : 16 passenger decksCapacity : 6,300 passengersCrew : 2,200 crew Cost : $1.6 billion(512)Maiden Voyage : 1, December 2009
-
*Cruise Lines 3-3Star (10%)
-
Profession vs CharacteristicsWORKING ITINERARY / /WORKING ITINERARYKUONI ZURICH EMERGENCY PHONE NUMBER (23:00-06:30 FOR EMERGENCY ONLY) AOT: 41 1 325 22 70 ********************************************TOUR LEADER MOBILE PHONE +886 933 111 222 MR. ALUMI LU*********************************************24 HOURS TRAVEL ACCIDENTBENEFIT INCLUDED CERTIFICATE NO : TBA
-
Benefit vs Attitude(Benefits)1. Free Airfare (Free Ticket). 2. Salary, Per Diem. 3. Tips or Gratuity. 4. Optional Tours. 5. Commission & KB.
-
Benefit vs Attitude
-
Never Assume Anything That You Dont Really Know Benefit vs Attitude
-
Check ! Check! Re-Check!Check ListFeed Back AOT(After Office Telephone) Benefit vs Attitude
-
Benefit vs Attitude***** ATTENTION TO TOURLEADER *****THE EUROPEAN LAW FORLONG COACH DRIVER: -MAX. 12 WORKING HOURS IN ONE DAY. -MAX. 9 DRIVING HOURS IN ONE DAY. -MIN. 12 CONSECUTIVE HOURS REST IN1 DAYPOLICE CHECKING ABOVE REGULATIONS AND IF NOT BE ADHERED, COACHWILL BE BLOCKED & FINED.LOCAL AGENT: CAN NOT BE HELD RESPONSIBLE.
-
Benefit vs AttitudeService
-
Benefit vs Attitude100%attitude = a1 + t20 + t20 + i9 + t20 + u21 + d4 + e5 = attitude 1004W 1H () WHO? WHEN? WHERE? WHAT? and HOW?
-
WHO
-
WHO
-
ThomasWHO
-
WHO
-
WHO50%
-
WHEN(Ice Break)For Example??
-
WHEN
-
WHENalumi
-
WHEN(enthusiasm)
-
How
-
WHEN
-
WHENNever Say NoNoWe will see what we can do?
-
WHERE()
-
WHAT
-
WHATOver BookingDelayCanOPLocal
-
WHAT
-
WHAT
-
HOW
-
HOW
-
HOWWrite a letter to yourself
-
HOW////
-
Self Discipline1. Vision 2. Lifelong Learning 3. Glamour
-
Self Discipline
-
Self Discipline
-
Self Discipline1. 2. 3. 4. 5.
-
1994
-
CRISIS 6CCalmRReportI IdentificationSSupportI InterpretationSSketch
-
1. 1)2)2. 1)2) 3. 1)242)
-
Carnegie D(2000)Mancini M(2001), Conducting Tours(Wikipedia2014) (2001)(2007)(2010) (2010)
-
103 [email protected] Princess Cruises
*