本书分为四部分。第一部分为导游服务流程，将从机场接机到送别客人的工作步骤分解为迎接客人、沿途服务、登记入住、讨论行程、就餐服务、景点讲解、结账服务、送客服务8个单元。第二部分为处理投诉和突发事件，分为处理投诉、处理客人特殊饮食、调整行程、错接、漏接及误接、行李丢失、客人走失、护照丢失8个单元。第三、第四部分为导游基础知识。第三部分包括中国基本情况、各宗教的文化和民俗风情、中国的传统节日、中国烹饪文化、中国传统艺术、中国茶叶与丝绸、中医与针灸的基本情况、中国建筑与园林8个单元。第四部分为具体的景点介绍。附录部分为第一和第二部分1～16单元的习题答案和参考译文，可供读者自学时参考使用，使学习更加轻松方便。本书既适合于已经掌握一定旅游基础知识的旅游及外语相关专业的在校学生，也可供对英语导游工作感兴趣、希望加入英语导游队伍的社会人员作为自学和培训教材。

Part ⅠService Procedure Part
Unit OneMeeting the guest
Section 1Introduction
Section 2Dialogue
Section 3Practice Exercises
Unit TwoOn the way to the hotel
Section 1Introduction
Section 2Dialogue
Section 3Practice Exercises
Unit ThreeCheck in at the hotel
Section 1Introduction
Section 2Dialogue
Section 3Practice Exercises
Unit FourTalking about the itinerary
Section 1Introduction

Part ⅠService Procedure Part
Unit OneMeeting the guest
Section 1Introduction
Section 2Dialogue
Section 3Practice Exercises
Unit TwoOn the way to the hotel
Section 1Introduction
Section 2Dialogue
Section 3Practice Exercises
Unit ThreeCheck in at the hotel
Section 1Introduction
Section 2Dialogue
Section 3Practice Exercises
Unit FourTalking about the itinerary
Section 1Introduction
Section 2Dialogue
Section 3Practice exercises
Unit FiveGoing out for meals
Section 1Introduction
Section 2Dialogue
Section 3Practice exercises
Unit SixOn the way to the scenery
Section 1Introduction
Section 2Dialogue
Section 3Practice exercises
Unit SevenCheck out at the hotel
Section 1Introduction
Section 2Dialogue
Section 3Practice exercises
Unit EightSeeing off
Section 1Introduction
Section 2Dialogues
Section 3Practice exercises
Part ⅡHandling Complaints and Emergency Part
Unit OneHandling complaints
Case
Practice exercises
Unit TwoHandling special dietary requirements
Case
Case
Practice exercises
Unit ThreeHandling the adjustment of the itinerary1 (Ⅰ)
Case
Case
Practice exercises
Unit FourHandling the adjustment of the itinerary(Ⅱ)
Case
Practice exercises
Unit FiveIncident of meeting the guests
Case
Case
Case
Practice exercises
Unit SixMissing luggage
Case
Case
Practice exercises
Unit SevenMissing tourists
Case
Case
Practice exercises
Unit EightMissing travel certificate
Case
Case
Practice exercises
Part ⅢChinese Society and Culture Part
Unit OneBasic information of China
Basic information of China
Unit TwoMain religion in China
Lesson oneBuddhism ,Confucianism and Daoism
Lesson twoIslam and Christianity
Unit ThreeTraditional Chinese festivals
Lesson oneThe Spring Festival
Lesson twoThe Mid? autumn festival and the dragon boatfestival
Unit FourChinese cuisine
Lesson OneThe Art of Chinese cooking
Lesson TwoChinese snacks
Unit FiveChinese Arts
Lesson OneArts and crafts
Lesson TwoChinese calligraphy
Lesson ThreePeking opera
Lesson FourWushu and Qigong
Unit SixTea and silk
Lesson OneTea culture
Lesson TwoChinese silk
Unit SevenTraditional Chinese medicine and acupuncture
Lesson oneTraditional Chinese medicine
Lesson TwoAcupuncture
Unit EightAncient Chinese architecture and garden
Lesson oneArchitecture in ancient China
Lesson TwoChinese garden
Part ⅣPractical Writing and Training Part
Unit OneTour of Chinese imperial palace
Lesson OneHow to describe Chinese imperial palace
Lesson TwoA virtual tour to the mysterious palace complex
Unit TwoTour of temples
Lesson OneHow to describe Chinese buddhist temple
Lesson TwoA virtual tour to the Chinese buddhist temple
Unit ThreeTour of Chinese imperial mausoleum
Lesson OneHow to describe Chinese imperial mausoleum
Lesson TwoA virtual tour to Chinese imperial mausoleum
Unit FourTour of Chinese gardens
Lesson OneHow to describe Chinese garden
Lesson TwoA virtual tour to Chinese garden
Unit FiveTour of Chinese ancient fortification
Lesson OneHow to describe Chinese ancient fortification
Lesson TwoA virtual tour to Chinese ancient fortification
Unit SixTour of mountains
Lesson OneHow to describe mountains
Lesson TwoA virtual tour to mountains
Unit SevenCity tour
Lesson OneHow to introduce a Chinese city
Lesson TwoA virtual tour to Chinese city
Unit EightTour of lakes and rivers
Lesson OneHow to describe Chinese water?related scenic spots
Lesson TwoA virtual tour to Chinese lakes and rivers
附录
参考文献