112 原住民特考三等 觀光行政(選試觀光英語) 觀光英語 考古題詳解
第 一 題20 分
請用英文回答下列問題。
(一) Please name five different types of accommodation for tourists.
(二) Please name five different kinds of transport that tourists can use.
(三) Please name five tangible products that can be sold in the tourist industry.
(四) Please name five different forms of tourism in the tourist market.
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核心觀念
本題測驗觀光產業的基本分類與英文詞彙，要求考生各舉出五例：
- 旅客住宿（accommodation）：旅途中供旅客居住、過夜的設施。
- 旅客運輸（transport）：旅客從一地移動至另一地所使用的交通方式。
- 觀光有形產品（tangible products）：可觸摸、可購買並帶走的實體商品。
- 觀光型態（forms of tourism）：依旅遊目的、活動內容或市場特性區分的旅遊類型。
題目屬開放式列舉題，沒有唯一標準答案；作答時須提供符合各分類的英文例子，並避免把住宿設施、交通方式、商品與旅遊型態混為一談。
解題方法
依題目四個分類逐項列舉，每項列出五個不同且常見的例子。英文名稱應清楚、具體；可使用單字或簡短詞組。作答時以英文回答，必要時可在心中先確認例子所屬類別，再寫出英文。
參考答案與說明
(一) Five types of accommodation for tourists
- Hotel（旅館）
- Motel（汽車旅館）
- Hostel（青年旅館）
- Guesthouse（民宿／賓館）
- Resort（度假村）
以上皆為旅客可住宿的設施，符合 accommodation 的範疇。
(二) Five kinds of transport that tourists can use
- Airplane（飛機）
- Train（火車）
- Bus（公車／巴士）
- Ferry（渡輪）
- Rental car（租車）
這些都是旅客可用來移動的交通方式或交通工具。
(三) Five tangible products that can be sold in the tourist industry
第 二 題20 分
請以英文解釋下列專有名詞。
(一) Customized Vacations
(二) Extreme Sports
(三) The Grey Market
(四) Eco-Resort
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核心觀念
本題考觀光與旅遊業常見名詞的英文定義。作答時要掌握各詞的核心特徵：行程是否依個人需求設計、活動是否具有高度挑戰性、客群是否以年長者為主，以及度假村是否以環境保護與永續經營為重點。
解題方法
以「定義＋主要特徵」組成完整句子：先說明名詞是什麼，再補充其服務對象、活動內容或經營特色。避免只翻譯字面意思；例如，eco-resort 不只是「在自然環境中的度假村」，還應提及其環境友善的規劃與營運。
名詞解釋
(一) Customized Vacations
Customized vacations are trips designed to meet the specific interests, preferences, schedules, and budgets of individual travelers or groups. Travelers may choose their destinations, accommodations, transportation, activities, and length of stay instead of following a fixed package tour.
中文說明：customized 指依需求客製化；這類行程的重點是依旅客偏好安排內容，而非所有旅客都使用相同的固定行程。
(二) Extreme Sports
Extreme sports are high-risk or high-intensity sports that involve speed, height, physical challenge, or dangerous conditions. Examples include rock climbing, skydiving, white-water rafting, and snowboarding.
中文說明：極限運動的特徵通常包括較高的體能或技術要求，以及一定程度的風險；回答時可用例子補充說明。
(三) The Grey Market
The grey market refers to the market of older consumers, generally people aged 50 or above, whose travel needs and preferences may differ from those of younger travelers. Tourism businesses may design products for this market, such as comfortable tours, cu
第 三 題20 分
請將下列中文翻譯成英文，英文翻譯成中文。
(一) 隨著全球疫情解封及邊境開放，旅遊業又蓬勃發展起來，儘管因疫情造成旅遊業的重挫，相關的人力與資源仍無法應付目前龐大的旅遊人潮，然而人們在經歷過近幾年跨國旅遊受阻的情況之下，紛紛渴望出國旅遊的動力卻是難以阻擋的，這也是為何目前全球旅遊業呈現一種爆滿且難以招架的局面。
(二) People nowadays rely more on using social media rather than emails. Two-thirds of the world population that use the Internet visit social networks. Social networks are viral. Often, a video or a tweet that has been posted in a social network can be viewed by millions within hours. It is, therefore, worthwhile to invest in social networks for tourism advertising because it does not demand a large sum of money for investment. Instead, the customers will do the advertising work for you. The positive words given by them in social networks are more viable than traditional advertising.
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核心觀念
本題是中英互譯，重點在掌握觀光與社群媒體相關詞彙，並依語意調整句構。中文段落須完整呈現疫情解封後旅遊需求快速回升、人力與資源不足，以及全球旅遊業過度擁擠的因果關係；英文段落則須保留社群媒體的普及性、傳播速度、低成本宣傳優勢，以及使用者口碑的效益。
解題方法
翻譯長句時，先找出主幹，再整理修飾語與因果關係。中文段落可分成「疫情解封與邊境開放」、「旅遊業復甦但供給不足」、「旅客出國需求強烈」、「全球旅遊業不堪負荷」四層，再用英文連接詞串接。英文段落則依原文順序翻譯，注意 viral 在此指「迅速擴散、廣為流傳」，不是字面的「病毒性的」；viable 在此宜譯為「更具說服力、效果更佳」，不宜直譯成「可存活的」。
參考譯文
（一）中譯英
As the global pandemic subsides and borders reopen, the tourism industry has begun to flourish again. Although the pandemic dealt a severe blow to the industry, the available workforce and resources are still insufficient to cope with the enormous number of tourists at present. Having been unable to travel internationally in recent years, people are eager to travel abroad, and this desire is difficult to stop. That is why the global tourism industry is currently facing overwhelming crowds that it can hardly handle.
（二）英譯中
如今，人們愈來愈常使用社群媒體，而不是電子郵件。全球使用網際網路的人口中，有三分之二會瀏覽社群網站。社群網站上的內容傳播迅速，往往一段影片或一則推文發布後，幾小時內就能有數百萬人觀看。因此，投資社群媒體作為觀光宣傳管道相當值得，因為這不需要投入大筆資金；相反地，顧客會替你進行宣傳。他們在社群網站上給予的正面評價，比傳統廣告更具說服力。
解題技巧與常見陷阱
第 四 題40 分
請依下列指示以英文寫出兩篇短文，每題約 200–300 字。
(一) Imagine that you were a clerk working at the front desk in a hotel. A group of guests arrived at your hotel with their proof of reservation for tonight. However, you checked the computer in your desk and there was no record of their reservation. And all the hotel rooms were occupied during that night. How would you deal with this problem? And what would you do when this group of guests showed their anger about this mistake made by your hotel?
(二) Imagine that you were a clerk working in a check-in counter at the airport. A guest came to you for checking in. However, you discovered to your astonishment that the guest’s ticket had been overbooked. How would you solve this problem? What do you think you could do to make the customer satisfied?
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核心觀念
本題是觀光英語的情境寫作，重點在於展現第一線服務人員的客訴處理、危機應變與顧客關係管理能力。兩個情境都涉及業者作業疏失：飯店查無訂房紀錄且客滿，航空公司則因超額訂位而無法讓持票旅客搭乘原定航班。作答時應依序呈現：
- 先同理並致歉，承認顧客遇到的困擾，不與顧客爭辯。
- 立即查證並說明處理方式，讓顧客知道服務人員正在採取具體行動。
- 提供可行的替代方案與合理補償，盡量減少顧客的時間、金錢及行程損失。
- 持續溝通並追蹤結果，以專業態度化解不滿，恢復顧客對業者的信任。
題目沒有要求引用特定法條，作答以一般服務原則及航空、旅館業的顧客服務實務為主。
解題方法
每篇短文約 200–300 字，應直接用英文作答，並以完整段落呈現處理流程。可採用「道歉—查證—解決—補償—追蹤」的架構：
- 道歉：承認顧客受到影響，表達歉意。
- 查證：確認預約、票務及相關紀錄，釐清問題。
- 解決：提出能立即執行的替代安排。
- 補償：依不便程度提供適當補償。
- 追蹤：確認顧客接受安排，並回報主管、改善作業流程。
飯店情境須特別處理「當晚客滿」的限制，因此不能只說會安排房間；應協助尋找鄰近旅館、安排交通並承擔或補貼住宿費用。航空情境則要區分旅客是否願意改搭其他航班：先詢問其時間需求，再提供替代航班、候補或其他可行安排，並說明補償及後續服務。
參考答案（一）：飯店訂房紀錄遺漏
I would first welcome the guests calmly, apologize for the inconvenience, and assure them that I would work to find a solution. I would carefully check their reservation confirmation, booking reference, payment records, and the hotel’s reservation system. If their proof showed that the reservation was valid, I would acknowledge that the hotel had made an error instead of blaming the guests.
Because our hotel was fully occupied, I would immediately contact nearby hotels to find rooms of a similar standard. I would explain the situation to the guests and offer to arrange transportation to the other hotel. The hotel should cover the cost of the replacement accommodation and transportation, or provide an appropriate reimbursement if the guests prefer to make their own arrangements. If no suitable room were available nearby, I would ask my manager to help find the best alternative and discuss additional compensation, such as a meal, a future stay discount, or a refund of any extra expense.