094.What should the tour leader do after the group fi nishes the tour?（团队结束行程后，领队需完成哪些后续工作？）

A complete outbound service begins with the handover of the schedule before the departure, and it ends when the tour leader hands over all documents and settles accounts. The follow-up work includes:

★Carry out handover issue timely with the office and submit certain documents or records of some special cases. Documents that should be handed over mainly include “the tour leader’s logbook”, “the evaluation form of tour service”, feedback of tourists, and summary of the tour, etc. If anything special and important happens during the tour, the tour leader should write a detailed report and submit it to the travel agency.

★Settle accounts with accounting department timely. These include settling the accounts within the specified time; getting remuneration; return borrowed items to the offi ce.

★After the completion of service, it is highly suggested that the tour leader maintain a good relation with tourists. The tour leader can keep contact with tourists through various means. By doing this, the tour leader may win word of mouth and even repeat business for the agency.领队一次完整的接团工作，是从团队出发前与旅行社计调的交接开始，到归来后与计调交接工作完成后结束。带团结束后续工作主要包括：

☆与组团社交接工作，交齐相关的书面资料，反馈特殊情况。领队应将相关的书面资料交给旅行社，其中包括《领队日志》《旅游服务质量评价表》、游客书面意见以及接团工作小结等。如带团期间遭遇特殊问题或重要情况，领队都应以书面报告的形式进行详细记录，并交旅行社保存。

☆账务处理工作。按照旅行社要求按时进行报账；领取带团酬劳；归还所借物品。

☆接团结束后，与游客保持良好联系。旅游结束后，领队还可通过多种方式与游客保持情感联系，使游客对领队以及旅行社留下良好印象，为旅行社争取回头客。

Related words and phrases

domestic tourism　境内旅游

outbound tourism　出境旅游

border tourism　边境旅游

inbound tourism　入境旅游

mass tourism　大众旅游

refund　退款

service charge/commission　手续费

over-weight luggage　超重行李

luggage claim area　行李认领区

declaration　申报

invoice　发票

Duty-free stores　免税店

Tax refund　退税

Questions for discussion

1. During the process of flight check-in, a tourist is found to have luggage overweight. How will you help the tourist?

2. One of your tourists will be late for the flight check-in for 30 minutes. What will you do to help him?