Poslovni engleski jezik

University of Split University Centre for Professional Studies Foreign Languages DepartmentCourse title: Business English Course of study: Foreign Trade and International Travel (2nd year of study, 3rd semester) Materials and grammar practice Lecturer: Ivana Vodogaz Split, May 2010 1 Naziv predmeta Kod ECTS POSLOVNI ENGLESKI JEZIK STP 13 SE 4 ECTS boda Obrazloženje utroška vremena prema vrstama studijskog opterećenja: 60 sati seminara = 2 ECTS Seminarski rad = 30 sati = 1 ECTS Samostalno učenje = 30 sati = 1 ECTS Nastavnici i/ili suradnici Kompetencije koje se stječu I. Vodogaz, prof, predavač Student je osposobljen za korištenje svih jezičnih vještina potrebnih u svakodnevnim situacijama, govorenja, slušanja, čitanja i pisanja na višoj razini. Može komunicirati na engleskom jeziku u složenijim svakodnevnim situacijama: zna dati informacije o hotelskim uslugama, tražiti reklamaciju za određenu hotelsku uslugu, preporučiti i ponuditi organizirani obilazak gradom i neko drugo organizirano putovanje, promovirati novu destinaciju, predstaviti i ponuditi kulturnu ponudu grada ili mjesta, pisati poslovna pisma, odgovarati pismeno na reklamacije gostiju, organizirati turistička i poslovna putovanja, pregovarati i ugovarati nove poslove. Osposobljen je za sve oblike pismene poslovne komunikacije, te sastavljanje izvješća, poslovnih planova, ispunjavanje obrazaca i sl. Uz već stečenu kompetenciju razumijevanja izvornih govornih materijala, sposoban je i za korištenje pisanih stručnih tekstova i literature. 1. Peter Strutt (2003) English for International Tourism, Pearson Education Limited 2. Raymond Murphy (1995) English Grammar in Use, CUP, Cambridge 3. Longman Dictionary of Contemporary English (2000) Pearson Education Limited, Harlow Preporučena literatura 1.. A. Pohl (2002) Test Your Professional English-Hotel and Catering, Penguin English Guides, Longman, Harlow. 2. Steve Flinders(1997) Test Your Business English, Penguin English Guides, Longman, Harlow. 3. Oxford Dictionary of Business English (1993) OUP Oxford  Seminari Oblici  Jezične vježbe provođenja  Rješavanja postavljenih zadataka (task-based) nastave Konzultacije  Kontinuirana usmena i pismena provjera Način provjere  Usmena prezentacija znanja i  Katalog (Portfolio) pismenih radova polaganja ispita Završni ispit Nastavne jedinice Trajanje, Introduction to the course 2 sata The tourism industry Travel and tourism Dopunska literatura 2 Employment 1. TYPES OF HOLIDAY 1.1. Different types of holiday 1.2. Vocabulary 1.3. Travel tips 1.4. Compound nouns 2. TRENDS IN TOURISM 2.1. Definitions of tourism 2.2. Describing the role of tourism in an economy 2.3. The Spanish Tourist Industry 2.4. Ireland fact file 3. CAREERS IN TOURISM 3.1. Hospitality industry 3.2. Hotel jobs 3.3. Jobs in tourism 3.4. Vocabulary (skill) 3.5. Job advertisments 3.6. How to write a CV? 3.7. Cover letters 3.8. Job interviews 4. DESTINATIONS 4.1. Types of tourism 4.2. Reasons for travelling 4.3. Describing a destination 4.4. Los Angeles 4.5. Giving a short presentation 4.6.. Brochure language 5. HOTEL FACILITIES 5.1. Describing and comparing hotels 5.2 Have/Get something done 5.3. A hotel inspection 5.4. Hotel refurbishment 5.5. Student's presentation 5.6. Berlin's best hotels 6. TOUR OPERATORS 6.1. „Tough times for Britain's holidaymakers― 6.2. Package holidays 6.3. Student's presentation 6.4. Dealing with complaints 6.5. Letter of apology 6.6. Hotel contracting 6.7. Student's presentation 6.8. Consolidation 1 7. DEALING WITH GUESTS 7.1. The perfect hotelier 7.2. Describing people 7.3. ed/ing adjectives 7.4. Articles 7.5. Misunderstanding 7.6. Communication problems 3 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata Defining and Non-defining relative pronouns 13. TRAVEL AGENCIES 9. Student's presentation 13.1.2. Responsible toursim 12.2. Places of interest 11.1.4. CITY TOURS 8.7. SEEING THE SIGHTS 11. St. Reported speech 10.4.Holiday Travel Information 4 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata . Giving directions 8.6. Conditionals 1 and 2 14. Replying to requests 9. Consolidation 2 12. Student's presentation 11. Ecotourism 12.3. Talking on the phone 9.5.8.7. Thailand 12. Overbooking 8.6.1. Conferences and conventions 11. Petersburg 13. LAND OF SMILES 12.7. Considering environmental issues 12. Making suggestions 11. Guided bus tours 8.3.3.6.5. Student's presentation 10. Student's presentation Written test 1 10.3 Indirect questions 10.4.1 At registration 10. How Guinness is made 11. Dublin 11.3.3.5. Air travel 14. Preparing bills 13.4. ENJOY YOUR STAY 13.Student's presentation 9.4. Vocabulary 14.8. The word „Time― 9.2.1.1.4. GETTING AROUND 14. The passive 11. Barcelona 8. Tourist Information Centre 11.3.2.2. 7.5. Booking forms and booking procedure 9. Upselling at registration 13.1 Checking in and checking out 13. HOTEL RESERVATIONS 10. A weekend break 9. Educational report 9.2 Politeness 10.7.5.2. Making a reservation 10.4. Taking and making holiday bookings 9. Consolidation 3 Written test 2 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 2 sata 5 . THE GREAT OUTDOORS 15.3. Writing exercise: strengths and weaknesses of your country 17.3.1. Complaining about food 16.2. New Zealand 15.1.2.5.3.5.Getting around Sydney 14. Advertising and publicity 17.2.8. Selling tours 15. Explaining how dishes are prepared 16. Taking orders 17. SPECIAL INTEREST TOURS 18. Agreeing and disagreeing 18.1.2.5.4. Countable and uncountable nouns 16.3.7.7. Student's presentation 18.4. Britain as a tourist destination (strengths and weaknesses) 17. What to eat in Paris? 16. Prepositions 15. EATING OUT 16. Outdoor activities 15. Modal verbs 14.6.4. Choosing a restaurant 16. Describing itineraries (Cuba) 18. Driving in New York 14. Student's presentation 14. Student's presentation 16. Changing a booking 16. PROMOTING A DESTINATION 17.1.4. Types of food 16. The third conditional 18.14.4.8.6. Vocabulary 18. Most definitions of tourism. Most definitions concentrate on the services that a number of different industries. the „tourist―.THE TOURISM INDUSTRY Defining the tourist industry is difficult. however involve the concepts of: temporary visits travel to an area other than the area where the tourist normally resides travel for leisure travel for business 6 . Even today there is no single official definition for the term ―tourist”. hotels and catering and entertainment provide to tourists. such as the travel industry. The defining feature of tourism is not the product. The internationally agreed definition of tourism says that : „Tourism comprises the activities of persons travelling to and staying places outside their usual environment for not more than one consecutive year for leisure.― Since the 1980s tourism has grown and developed in ways that noone could have predicted. but the purchaser. business and other purposes. Its contribution has risen dramatically over recent decades. the local economy. Positive economic impacts include the creation of jobs. public houses and nigt-clubs Travel agencies and tour operators Museums. communication and intercultural skills are essential. etc Bars. Employment in tourism involves the following sectors: Hotels and other tourist accomodation Restaurants. Tourism is now a global activity that revolves around teamwork and customer satisfaction more than almost any other industry.Tourism is the world's largest industry and so is of vital importance to the global economy. The jobs created can be directly related to the tourism industry as with work in hotels or tourist information centres. The tourism industry's contribution to GDP can be measured in terms of the revenue generated by tourists. Source: Bardgett. L. art galleries and other cultural activities Sports and other recreation activities 7 . or indirectly related.. and improvements in the transport infrastructure and consequently. The World Travel and Tourism Council estimate that travel and tourism are directly and indirectly responsible for generating about 11% of world GDP and 200 million jobs across the global economy. as in the case of building work. The Tourism Industry (2000) EMPLOYMENT For reasons outlined above it is difficult to measure the exact number of jobs that are either directly or indirectly dependent on tourism. especially English. the income obtained from tourists spending money. as is a good command of foreign languages. cafes. Because of this. A holiday is just a short time away. 5. tickets. passposrt. Obtain a comprehensive __________. 10. Stay in locally owned _________ and try to eat in locally owned restaurants. For example travellers tend to avoid tourist traps and like to discover new places. Never carry packages through _________ for others. Travel is an age-old phenomenon. Check what __________ and healthcare you need.uk 8 .g. not travellers. 9.Thomas Cook is often described as the first travel agent because he arranged the first „package tour―. but tourism is a relatively recent invention. insurance policy and leave one copy at home. ________ aware of people acting suspiciously. ________ about the local news and customs. 3. Tourists stay in holiday resorts. ________ enough money. ________ local dress code. think about what you wear. 4. http:/economywatch.parliament. a 19-kilometre trip for 500 people in 1841. 8. ________ about local tricks used on tourists. Travellers go for the experience and their journeys are usually much longer and more challenging. Make copies of _________. and it normally involves relaxation. 2.WHAT IS TIHE DIFFERENCE BETWEEN TRAVEL AND TOURISM? Being a traveller is more than just being a holidaymaker. 6. Travel tips Exercise: complete these travel tips with the words in the box. 7.com http:/www. accomodation inoculations be customs read documents respect find out take insurance 1. e. 1. frightening exhausting entertaining relaxing cultural romantic for the family once-in-a-lifetime adventurous 9 . self-catering 3. d. deluxe hotels and visits to the national park and the pagodas e. a month's ____________ holiday lost in the Amazon rain forest c. a fortnight's ___________holiday for the family in a rented Swiss chalet. h. a stay in Mombasa combined with a _____________ in the famous Tsavo game park. a two-week ____________ in the Baltic Sea aboard the luxury liner Argenta f. weekend break 7. a ______________ in Amsterdam to visit the Rijksmuseum and be back in time for work on Monday. i. package tour 9. a relaxing ___________ holiday with old-fashioned hospitality on a family farm b.1. special interest 4. including flights. g. TYPES OF HOLIDAY Ecercise: Put the words (1-9) into the appropriate spaces. a ______________ holiday skiing on the slopes of the Pyrenees. winter sports 2. adventure 8. cruise 6. How would you describe the holidays in the above exercise? Choose from the list in the box below and justify your choice. a ______________ holiday excavating Aztec temples or learning English in London. safari 5. a ten-day ____________ to Thailand. homestay a. Domestic tourism—This year will see a boost in domestic tourism as tourists will go around their own countries more than flying to another.COMPUND NOUNS Sometimes two. Americans may go either north or 10 . 2. Europeans may go backpacking across their continent. Travel to nearby countries—As many people still want to explore countries other than their own. A recently released research by the Tourism Journalists Association shows that people will be more cautious in spending for leisure travels and will engage in more meaningful. One of the most affected fields is tourism as it‘s not a necessity. TRENDS IN TOURISM The global crisis that shook 2008 and 2009 (and continues to do so) has impact in industries across the world. vacations. rather than extravagant. This is one of the cheapest ways to travel and may help balance out the anticipated lack in foreign tourists. the next best thing is going to neighboring countries where they‘re not expected to spend much. Here are the forecasted kinds of trips that will be popular 1. three or more words are combined: winter sports adventure holiday caravan park tourist information centre business travel expenditure Exetcise: match the nouns in A and B A theme hotel boat incentive guide water capital health B city book sports resort travel trip accomodation park 2. com THE SPANISH TOURIST INDUSTRY Tourism to Spain goes back to 1930 but package tourism really took off during the late 1950s and 1960s. This comes in the form of camping. Mass tourism began towards the end of 1970s.‖ 4. Virtual tourism—The Internet will play a major role in people‘s itineraries. Camping—A very cheap vacation option is more preferred this year to replace five-star resorts in the meantime. pilgrimage. Three-dimensional imaging of places will be important in planning one‘s trip. and Asians may island-hop around the tropics. beaches. 5. nature-appreciation. Parents will be keen to take their kids on these types of tours. will also be drawn to cultural and historical tours. Asia—Because they‘re relatively cheaper than Europe or the Americas. inns. 8. Faith tourism—Sabbaticals. instead of going to hotels. but the 11 . deals. especially those tracing their roots. and other religious tourism subcategories are among the top travel choices this year. 9. a different culture and low prices. Eco-friendly hotels—Environmental issues awareness comes into play even more as educated tourists choose accommodations that are certified green. 7. The economic and population growth plus the increase in leisure time and income in Northern Europe coincided with Spain's policy to welcome tourists. The primary purposes of this kind of tourism are education. offering a reliable climate. Visitation—More people will also choose to travel to countries where they have relatives in and most likely stay with them. This will be less luxurious but is a sensible alternative for the budget-conscious. http:/www. supposedly in hopes to keep them connected with their heritage. the emergence of more travel agency Web sites. along with the usual religious sites. Also. Nature trips—More people will be interested to go on nature trips and explore the great outdoors and may even take part in adventurous activities like white water rafting and rappelling. and resorts.blogspot. 6. and packages—thus. travelers are seeking economical alternatives.moelwintravels.south. 3. Environmental responsibility is now a selling point and hospitality associations worldwide are advocating the implementation of ecofriendliness in hotels. Asian countries will be popular tourist destinations. 10. Cultural/historical tours—People. Also popular are personal spiritual vacations where the travelers meditate and ―self-help. and retreat from city life. drawn coach service operating round Ireland C 19: all visitirs from Britain 1895: 1st package tour from America 1920: first official tourism office 1941-45: food scarcity in Britain.8% from Europe 12 . many hoteliers have improved the standard of accomodation. golfing. Kilkenny) Visitors: 55% from Britain 28. As a result Spain faced competition from other Mediterranean and long-haul destinations.g. Blarney. US soldiers visit Ireland Recent developments Real expansion over last 30 years The present situation Income: third largest export earner Employs 91000 people Government help Appeals to younger generation & independent travellers Promotion of special interest hols. However. hiking..falling standards led to a poor image of the country as a tourist destination. The Spanish tourist industry made many mistakes in the early years with the building of high rise hotels and poor town planning. fishing Appeals to Irish Americans in search of roots Special attraction. the situation is changing. Over the last years the government has restricted building. IRELAND FACT FILE History Beginnings of tourism unknown 1845: horse. e. With the help of soft loans that the government has made available for refurbishments. the cultural Special purpose English language holidays holiday (Dublin. lots of different jobs. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. chambermaid. theme parks. check-in clerk. The hospitality industry consists of broad category of fields within the service industry that includes lodging. no time for social life and family. CARRERS IN TOURISM HOSPITALITY INDUSTRY Hospitality industry is the industry that includes a variety of different services such as hotels. food and beverage manager. chef. checking them in and out efficiently. concierge Catering: waiter. Advantages and disadvantages of working in a hotel: Advantages: meeting interesting people. bartender HOTEL JOBS Exercise: Match the jobs with the duties 1. and dealing professionally with enquiries. rental manager Ferry and cruise companies: captain. food service. porter 7.3. marketing manager a) carries guests' bags to their rooms b) cleans guest rooms c) serves guests in the restaurant d) manages all the hotel staff e) serves guests at the bar f) finds business for the hotel g) gives information and helps guests h) does the hotel's finances Hotel receptionists are responsible for making guests feel welcome. concierge 6. hotel manager 3. JOBS IN TOURISM Airlines: flight attendant. cabin steward Hotel and reservations: receptionist. event planning. guests may be difficult. tourism. Disadvantages: long hours. restaurants. fax or e-mail. accountant 5. waiter 8. cruise line. 13 . pilot Car-hire: reservations agent. work at weekends. transportation. cook. and additional fields within the tourism industry. chambermaid 2. face to face and by phone. bartender 4. as well as answering guests' questions and dealing with complaints. Large hotels will also have a concierge who has a desk in the hotel lobby near the reception. 14 . and handling foreign exchange helping guests with special requests . WRITING CVs A curriculum vitae (UK) / resume (US) is a summary of one's personal. ordering taxis or booking theatre tickets. The layout and content of CVs vary from country to country and often depend on the type of job applied for. educational and professional history.CVs should always be word processed and not written by hand.such as storing valuables in the hotel safe or luggage area. Being a porter is a relatively unskilled job.They deal with general reservation enquiries. taking payment. The concierge‘s job is to help guests find the facilities and attractions that they want both inside and outside the hotel. The word SKILL management communication computer telephone organisational people skills be skilled at + verb + ing She's skilled at supervising staff A highly skilled chef can earn a lot of money. Companies often receive numerous CVs which they sort. If the presentation is not clean and accurate. Duties will often include: allocating rooms to guests taking and passing on messages preparing bills. the candidate may be discarded immediately. for example. Covering letters are always formal and brief and may be written by hand or typed. It is your introduction to the company so once again the first impression is very important. You should write in full sentences. hoteliers. 5. Although the visitor enjoys free accomodation he or she is likely to spend money 15 . You put the most recent experience first. 3.Are these statements true or false: 1. The following tips are useful when writing covering letters: say where you saw the advertisment say what job you are interested in emphasise what makes you the right person for the job say when you can attend the interview write a concluding sentence 4. You should always include a photograph. There are other forms of tourism which create revenue for the travel industry. Visiting friends and relatives is also an important contributor to tourism revenue. is an increasingly important sector since it is often of high value and earns significant income for tour operators. DESTINATIONS What kind of travel and tourism do we know? What are other reasons for travelling? WHY PEOPLE TRAVEL Travel and tourism is not just about going on holiday. 4. COVER LETTERS It is also important to send a good covering letter with your CV when applying for a job. You should use good quality stationery. caterers and transport operators. A CV should be no longer than two pages. Business travel. 2. Koreatown. Little Tokyo. shopping and sightseeing. such as food. technology. science. including the fashion industry. the Byzantine-Latino Quarter and Thai Town. But the City of Angels also sits squarely at the center of many global enterprises. Little Armenia. international trade. the culinary arts. Tehrangeles. in doing this. medicine. including Chinatown. 16 . Historic Filipinotown. Tourism Leisure tourism Holidays Health and fitness Sporting events Education and training Culture and religion Business tourism Professional meetings Exhibitions and trade fairs Conferences and conventions Incentive travel VFR (visiting friends and relatives) Los Angeles Which of the following would attract tourists to Los Angeles? beaches people culture food tradition lifestyle historic monuments wildlife Los Angeles is the entertainment capital of the world. And every part of town offers plenty of sun. The United States' second largest city. and the streets of Hollywood often feel like the world's biggest reality show. Los Angeles' borders encompass dozens of neighborhoods shaped by immigrants. Los Angeles is also one of its most diverse. contribute to the local economy. and the visual and performing arts.on other goods and services. entertainment and transport and. shows. local specialities Sightsseing Museums. the speaker needs to sound confident and convincing. historic monuments Entertainment Discos. festivals Getting around Metro. temperature. It should inclide the following information: Key information Climate Seasons. restaurants. trains.GIVING A SHORT PRESENTATION This is a very important skill for people working in the tourism industry. Useful tips. bus services 17 . galleries. Presentations need to be well organized and well delivered in order to be effective. In addition to organising presentations well and using the appropriate language. Introduce yourself and what you are going to talk about Present the advantages and disadvantages of each point Give your conclusion Students have to preapare a short presentation on a tourist destination. rainfall Food and drink Bars. 18 . ruined medieval bustling village views hills city 5. The larger the hotel the greater number of services offered. the commonest is the hotel. beach hotels 1 rolling gentle undulating 6. Brochures use very descriptive language to make holiday destinations sound attractive. relaxed old world carefree charming welcoming 8. secluded safe uncrowded 5. Match each noun with a set of adjectives.Brochure language The brochure is probably one of the most important documents used in the promotion of a destination. Add an appropriate adjective to each set. HOTEL FACILITIES Of the many different types of accomodation in tourism. An example of a hotel brochure advertising its facilities. unspoilt striking panoramic 2. quaint 4. Descriptive adjectives Exercise: each of the group of three adjectives below can be used to describe one of the nouns in the box.low-rise spacious appointed 7. spectacular soaring majestic mountains atmosphere 3. Hotel Facilities and Services Complimentary broadband internet (in-room and wireless in public areas) to all in-house guests Babysitting services Barber and beauty salon Concierge Conference and banqueting rooms Currency exchange Daily newspapers and magazines (both local and international) Daily shuttle Executive Business Centre Florist Gift shop In-house shopping arcade with jewellery shops. jacuzzi. Room facilities: hospitality tray. It is rated as a five-star de luxe hotel and its royal suite is often used by celebrities and heads of state. Knightsbridge is home to Harrods department store (internationally renowned) and the barracks of the Royal Household Calvary. and a Spa offering premium spa treatments in a relaxing atmosphere. gift shop. opposite the wonderful open spaces of Hyde Park and with an entrance on Knightsbridge.Facilities and Services Hotel facilities include a business centre. Description: The Lanesborough Hotel London enjoys an enviable location. beauty salon etc. Just about all of London's attractions and main central shopping areas are easily accessible from here. complete with secretarial services and computerized communications. There is also a shopping arcade. dry cleaning. a Fitness Centre with state-of-the-art exercise equipment. tailor and drugstore Laundry and valet service Tour counter Choice of 11 restaurants. right by Hyde Park corner. hairdryer. mini bar etc. visitors to the Lanesborough are greeted as honoured 19 . a swimming pool set in landscaped. bars and lounges Fitness and Spa Centre Outdoor swimming pool with sun deck Hotel facilities: lounge. sauna. TV. personal safe. Capturing the gracious style and hospitality of an early 19th century residence. satelite channels. in the heart of central London. swimming pool. fashion apparels. The Lanesborough Hotel It is situated in Hyde Park Corner in London. tropical gardens and a golf driving range with resident professional. air conditioning. bright 5. luxurious 6. e-mail. with wireless keyboard and printer. impeccable 3. stunning 2. I'll get the porter to carry your bags. A state-of-the-art fully interactive TV system with free movies on demand. movies on demand. opulent 7. 1. spectacular 4. Describing hotels Exercise: match these words with their definitions. cherming a) very light b) extremely attractive c) highly decorated d) very impressive and exciting e) perfect f) attractive and nice g) extremely comfortable 20 . with 1820's furnishings and 21st century technology. If we want to name the person who will do the action we use an infinitive. With services such as 24 hour personal butler service for all rooms (will pack. Rooms: All rooms are decorated with handcrafted Regency period pieces. unpack. Questions: What facilities do you expect to find in this hotel? How much do you think it costs per night? What does its price include? Have/get something done * The structure is used to refer to actions done for someone by someone else.guests as if in a private home. Room service operates 24 hours for anything from light snacks or full meals. as well as extensive CD and DVD libraries. Is it possible to have some sandwiches sent up to my room? get is a little more formal than have I need to get it translated into Spanish. look after your trip planning and any other needs) you know this is a very special hotel. gives free access to the Internet. one way of maintaining standards is to use the service of a hotel inspector. three and five-star hotel? facilities restaurant room size cleanliness comfort services staffing customer care Hotel Site Inspection Checklist All hotels have their reputation to maintain and de luxe hotels have to justify their higher rates. clean? Is security apparent? Banquet Room/Food and Beverage: 21 . So.In some countries there are official hotel classification schemes which rate hotels from one-star to five-star (excellent). Location: How far from public transportation? Is it located in a "safe" area? Does the hotel provide transportation to and from the airport? Are there other hotels located near by? Does the appearance of the hotel look pleasing? Is the hotel attached to a shopping mall? Guest Rooms: Are guest room furnishings adequate and well maintained? What amenities are available in each room? Are rooms well-lighted? How many guest rooms can the hotel commit to a meeting? Are there designated non-smoking rooms or is the entire hotel non-smoking? What are the check-in times and check-out times? Is there a concierge level and what are the rates? Lobby Area: Is the lobby attractive and spacious? Is the lobby area well-furnished? Is the front desk well-staffed? Are there long lines for check-in and check-out? Are elevators easy to locate. fast. What would the differences be between a typical one. ? Security: Does the hotel have an emergency plan? Are the fire exits well-marked? http:/www. the means of travel. Changes that have taken place in the travel industry in recent years. usually through a travel agent though sometimes directly to the customer. „Pile them high.it's in the hands of fewer companies e-commerce and tailor-made holidays have provided opportunities for expansion harmful effects of tourism on the environment small independent operators work hard to meet individual needs stiff competition for customers improvement in the quality of holidays customers expect higher standards 22 .milesfaster. transfers. accomodation. facilities.What are the room sizes and how many people can be seated? How many places will the hotel set up beyond the stated number of guests? How far is the banquet room from the kitchen? Will the hotel set up special morning coffee areas for guests? Is the restaurant well-staffed? Is room service available and what are the hours? Will the hotel food and beverage outlets accommodate special requests? Meeting Rooms: How many meeting rooms does the hotel have? How large/small are the rooms? What is the capacity of each room for different sets (e. banquet)? Are airwalls soundproof? Are the meeting rooms wired for sound? Is there an in-house A/V company? Where are the restrooms. schoolroom.co.uk http:/www. sell them cheap“ refers to the policy of selling a lot of travel products at relatively cheap prices. .sla. phones. excursions and sell them as a package. theatre. TOUR OPERATORS Tour operators are companies which put together all component parts of a holiday.org 6. etc.g. transfer. merger 7. others are independent. adventure. independent concern PACKAGE HOLIDAYS Package holiday or package tour consists of transport and accommodation advertised and sold together by a vendor known as a tour operator. reservations agent 2. honeymoon. hotel. e-commerce 3. inn Transportation. visa. Other services may be provided like a rental car. foreign exchange. activities or outings during the holiday. guesthouse. lift pass a) disadvantage b) someone who books holiday for peole c) when two companies join to become one d) selling goods and services on the Internet e) single company f) when one company buys another g) tour package designed for a single client h) growth PACKAGE HOLIDAY Types of holiday cruise adventure honeymoon mini-break winter sports all-inclusive Accomodation hotel villa lodge inn guesthouse Transportation charter flight luxury coach scheduled flight Ancillary services visa insurance lift pass equipment hire foreign exchange 23 . mini break. all-inclusive Accomodation. winter sports. lodge. Types of holiday: cruise. charter flight. insurance. scheduled flight. luxury coach Ancillary services. villa. Package holidays are organised by a tour operator and sold to a consumer by a travel agent. Transport can be via charter airlines to a foreign country. expansion 5. tailor-made holidays 4. Some travel agents are employees of tour operators. takeover 8.Exercise: match these words with their definitions: 1. downside 6. At the airport, the tour operator should keep their clients fully and regularly updated and provide refreshments depending on the length of delay. On a package holiday the client has the contract with the tour operator, not the hotel. It is therefore the tour operator's responsibiliy to compensate the client. Letter of apology What are the objectives of writing a letter of apology? to pacify the customer, provide an explanation, say what action will be taken, offer some compensation. What tone is appropriate to achieve these objectives? apologetic, grateful for bringing problems to their attention, efficient What types of action can a tour operator take in response to a complaint explain the cause of a problem, correct the brochure, pass on the complaint to the relevant manager, give the customer a discount, refund the customer a part of what he paid. HOTEL CONTRACTING Vocabulary to feature in a brochure crucial to bluff to brief a hike (prices) to barter room allocation an upgrade to bargain a shortfall Hotel contracting is one of the most crucial activities of any holiday company's business. It is also one of the most demanding with an endless round of resorts and hotels and the inevitable negotiations of next season's rates. Bartering for room rates is only one aspect of this job. Others cover increases in room allocations, upgrades, added extras, improved child reductions, long-stay deals and so on. 24 7. DEALING WITH GUESTS What does a hotel manager do? He is responsible for everything that happens in the hotel, manages the staff, overseas hotel's daily operations, controls all aspects of hotel life. What skills does he need to have? business skills the ability to manage staff good communication skills the ability to work under pressure and solve problems quickly energy and enthousiasm good organisational skills When describing required skills and qualities use expressions: be able to have the ability to have good ............ skills be + adjective pays attention to -ed/-ing adjective ed adjectives describe how a person feels I feel tired ing adjectives say what makes the person feel that way: It was a tiring journey. When dealing with guests you should always: address a guest by his/her title and surname show that you are listening and understand be patient and answer all the guest's questions say 'please' when asking the guest for something say 'thank you' when the guest replies 25 ARTICLES Some of the rules about the use of articles: We normally use no article before the names of people and their titles (Professor Wilson, Dr Young) We use a before professions (a receptionist) We use the before the noun that has been previously mentioned or is clear (I had a passport and an identity card, but the passposrt was invalid.) We use the before a noun identified by a phrase or clause that follows (It's not the hotel I stayes in last year). We use no article when countable, plural nouns are used in a general sense. (Guests stay in expensive hotels.) We use the in superlative expressions.(The Lanesborough is the most expensive hotel in London.) Misunderstandings Exercise: complete the expressions with the words from the box. cross crossed point stick tail 1. She completely missed the ________________. 2. They were talking at _______________ purposes. 3. She got the wrong end of the ________________. 4. I think we both got our lines ________________. 5. I couldn't make head nor ________________ of what she was saying. Dealing with complaints Duty manager is reponsible for the guest's complaints and querries. Useful edvice: if the guest is angry go somewhere private listen carefully to the complaint and don't interrupt or argue thank the person for bringing the matter to your attention 26 cosmopolitan and cultural city which offers a wide range of attractions. Tourists are attracted by its architecture. the most popular of which is the Picasso Museum. How to deal with this situation? ask for proof and details of booking apologise for the mistake explain what happened find out how many people are in the party and what rooms they need show sympathy and understanding of the guest complaint allocate the cheapest available rooms 8. Its popularity has inceased greatly since it was the host of the Olympic games in 1992.- speak normally without raising the voice apologise for the inconvenience explain what happened explain what action will be taken and how soon Overbooking A group of guests arrives unexpectedly. 27 . especially buildings desinged by Gaudi and museums. Barcelona is a modern. It is one of the most popular holiday and weekend destinations in Europe. CITY TOURS Attractions of Barcelona The Barcelona Tours bus Barcelona is located on the east coast of Spain. lost or making complaints When giving a guided tour always remember PIE Politeness. The bus tours can be utilised in two different and distinct ways. as they are colloquially known. gaining an overview of what the city has to offer and taking note of particular places of interest to return to. 3. Did you say the Olympic Stadium is ______ here? 28 . You may wish to use the Barcelona Tours bus as a novel means of getting around the city. are a popular way to view Barcelona city. you may just choose to experience the full tour in one go. Questions: Have you ever been on a guided tour? Do you think it is a good way to see a place or do you prefer to go around using a guide book? Travel guide: Is it an easy/enjoyable job? The difficulties can be the following: people not listening or misunderstanding the language people not interested the guide not being able to answer the questions tourists ask him/her tourists being late. especially when answering questions Give clear and accurate information. GIVING DIRECTIONS Exercise: complete the information with the words from the box opposite over there near from in on up straight ahead in 1. You can hop on and off at whatever destinations you have chosen to reach and can rest assured that the bus will take you to all of the must-see tourist hot spots.Barcelona Bus Tours or "Hop on and hop off tourist buses". ______ your left you can see the sculpture. Alternatively. 2. Our next stop ______ Barcelona is the famous Magic Fountains in Placa. Show enthousiasm. http:/www. e-mail and contact phone number Guests‘ names Hotel name City and country of the hotel Room category Room type Number of rooms requested Check-in and check-out dates Using the telephone – Useful tips 1. the best place is ________ the footbridge. such as car hire. answer with your name and/or your organisations 3. 8. travel. use appropriate language 6. speak clearly 5.com http:/www. You can see the fountains now __________.dk. theatre tickets. airline tickets. 6. If you would like to video the show. There is a cafe ________. etc Booking procedure: To complete a booking request you have to provide the following information on the form: Your name. TRAVEL AGENCIES Travel agencies are shops which sell holiday and travel products. smile when you are talking 29 . 5.com http:/www.barcelona-tourist-guide. answer all calls quickly 2. 7. ask how you can help 4. I'm afraid you can't swim ________ the fountains.com/barcelona 9. timeout.4. The sports stadium we visited this afternoon is further _______ the hill. repeat names. at any one time = at any particular moment have a nice/good time Tte right/wrong time to do something in time = before it‘s too late take your time = do not rush TIME in good time = with plenty of time to spare run out of time = not have any time left estimated time of arrival/depa rture dead on time = exactly at the right time a time zone 30 .7. It was a rush but we arrived just in time My watch was very fast so we arrived in good time for departure. When you go from New York to London you cross five different time zones. phone numbers and details to make sure everything has been understood The word „TIME― Examples: The trains run dead on time. sound interested 8. .. inquiring (asking for information) about .. usually a city.. Remember to place your or your company's address at the top of the letter (or use your company's letterhead) followed by the address of the company you are writing to. They are designed for people who want to get away from their daily routine and visit an interesting destination. 31 . Miss VERY IMPORTANT use Ms for women unless asked to use Mrs or Miss) Thanking the Potential Customer for His/Her Interest: Thank you for your letter of . You can also include a reference number for correspondence. destination or resort. the best impression will be made by providing the materials or information that the perspective client has asked for. The date can either be placed double spaced down or to the right. Important Language to Remember The Start: Dear Mr. Replying to requests It is very important to make a good impression when responding to inquiries from potential customers. Ms (Mrs.Educational report An educational report is designed to help you become more familiar with a new country. They normally last three or four days.... Of course. We would like to thank you for your letter of . The aim is that the report will help you in the future when recommending this destination to your customers since we obviously cannot visit every destination in the world Weekend break City breaks can range from short breaks to long weekends away. inquiring (asking for information) about .. this positive impression will be improved by a well written response. All excursions are accompanied ba an experienced travel guide and accommodation in first class hotels... If you require any further assistance please do not hesitate to contct us. We are pleased to enclose our latest brochure.. Signature: Yours sincerely (remember use 'Yours faithfully' when you don't know the name of the person you are writing and 'Yours sincerely' when you do. hearing from you / receiving your reply / welcoming you as our client (customer).. Example Letter Jackson Brothers 3487 23rd Street New York. We enclose ... Enclosed you will find . Regarding your question about . Providing Additional Information: We would also like to inform you .. 32 ... 2___ Dear Mr Beare Thank you for your recent request for information on escorted yourneys to Central and Eastern Europe. NY 12009 Kenneth Beare Administrative Director English Learners Company 2520 Visita Avenue Olympia. WA 98501 September 12. In answer to your request (inquiry) about .Providing Requested Materials: We are pleased to enclose .. Closing a Letter Hoping for Future Collaboration: We look forward to ...... 2. ___________________ serves guests at the bar 3. ___________________ cleans hotel rooms 5. Yours sincerely (Signature) Dennis Jackson Travel Consultant http:/www. Complete the sentences with the words from the box. We had a very rough _______________ in the Bay of Biscay. ___________________ serves guests in the restaurant 3. 2. excursion trip tour crossing journey 1. Which of the hotel jobs can be matched with the following duties: 1. ___________________ carries guests‘ bags 4. (like) 33 . There is an interesting ______________ leaving from our hotel to the nearby village. 3. __________________ does the hotel‘s finances. His wife is away on a business ________________.We look forward to welcoming you as our customer. (enjoy) 3. Complete the sentences with a word formed from the word in brackets. 1. There's a volleyball team on _____________ and they want hotel accomodation. That hotel overlooks a ___________________ valley.barcelona-turist-guide WRITTEN TEST ONE 1. The staff of the hotel will ensure that your stay is as ___________________ as possible. He is a very ______________ sort of person. 2. 4. To be a good bookkeeper you need to be ________________ (energy). The train ____________ from Madras from Bangalore was uncomfortable. 5. (picture) 2. 4. 4. There isn‘t enough wood for the fireplace. room. Write sentences using expressions have/get done 1. (deliver) _______________________________. occupancy 2.5. 1. wheelchair. villa 5. upmarket. Which word is the odd one? Circle the word which doesn’ belong to each group.Some of the light bulbs don‘t work. Internet 5. quite. (function) 4. Which words go together? 1. polite 8. (fix) __________________________________. 2. keep up 4. maintain. king-size 7. minibar and coffee making facilities. All rooms are fully _______________ with internet access. guesthouse 3. 3. full bord 4. safari scheduled chalet surcharge visa currency long-haul motor house half bord upgrade lodge bed and breakfast foreign exchange insurance honeymoon weekend break 34 . charter 2. magnificent. (clean) ________________________________. lakeside a) standards b) rate c) bed d) location e) staff f) hotel g) access h) views 5. four-poster. 6. deluxe 3. (replace) _______________________________. The carpet in the lobby has a stain. The hot tap in room 31 leaks. suitable 6. helpful. who. Complete the sentences with the correct adjective. 35 . and postcode. 9. the company the guest is with. 1. arrival time. The window is ________________ and I can‘t open it 5. The guests were very satisfied/satisfying with their stay. stained stuck torn dripping dusty 1. 4. The lack of hygiene in the kitchen was disgusted/disgusting. payment details. when. 2. this key is held by _______ cashier. car registration number. Use the words from the box to describe the problems. nationality etc. In addition they may also ask for a phone/fax number. ______ first lock is opened ny ______ key that is common to every safe. ______ second key is has ______ individual key which is issued to ______ guest. HOTEL RESERVATIONS When taking a reservation the basic questions are. an. The hotel is situated in a charmed/charming village 3. how long. Complete the text with a. 10. flight details. ______ boxes are stored in individual safes which are secured by two locks. 8.7. The shower curtain is _________________. The pillowcase is ____________________. what type of room. 3. They were surprised/surprising to see the size of the bill. an address. Big hotels use _______ individual deposit boxes for personal property such as _______ jewellery or ______ money. 2. The faucet is __________________ 4. I‘m afraid the room is terribly ____________________. the or no article. past perfect He said (that) he had gone to school every day. When reporting speech the tense usually changes. sir? (= how much do you) Indirect Speech / Reported Speech Indirect speech (sometimes called reported speech). “I went to school every day. doesn't use quotation marks to enclose what the person said and it doesn't have to be word for word. What time will you arrive? (direct) Do you know what time you will arrive? (indirect) - Word order changes and we do not use auxiliary verbs in indirect questions Do you have any idea how long it takes? I was wondering if you could change a bottle of champagne? Can you tell me how many people there are in that group? Do you know Do you have any idea Could you tell me I was wondering if/whether when how much what time subject + verb ? - We can also use a past tense to make a question less direct: How much did you want to pay. The verbs therefore usually have to be in the past too. TENSE CHANGES Direct Speech simple present He said.” simple past He said. we are usually talking about a time in the past (because obviously the person who spoke originally spoke in the past).” present perfect Indirect Speech simple past He said (that) he went to school every day. “I go to school every day.Indirect questions When asking questions it is often more polite to use an indirect form. This is because when we use reported speech. past perfect 36 . ” He said (that) he had gone to school every day.” past progressive + simple past He was saying.He said. past progressive + past perfect He was saying (that) he had gone to school every day. “I went to school every day. “I will go to school every day. Direct Speech auxiliary + verb name He said. “I am going to school every day. would + verb name He said (that) he would go to school every day. “I am going to school every day. “Do you go to school every day?” He said. “I have gone to school every day. “Where do you go to school?” imperative He said.” past progressive He said. past progressive He said (that) he was going to school every day Indirect Speech simple past He asked me if I went to school every day. “I go to school every day. “I was going to school every day. infinitive He said to go to school every day. future + simple present He will say. present progressive He said (that) he is going to school every day.” present progressive He said.” Direct Speech simple present + simple present He says. perfect progressive He said (that) he had been going to school every day. past progressive He said (that) he was going to school every day.” future (will) He said.” Direct Speech Indirect Speech 37 .” future (going to) He said.” Indirect Speech simple present + simple present He says (that) he goes to school every day.* He asked me where I went to school. future + simple present He will say (that) he goes to school every day. “I go to school every day. present perfect + simple present He has said (that) he goes to school every day. “I go to school every day.” present perfect + simple present He has said. “Go to school every day. past progressive + simple past He was saying (that) he went to school every day. ” may He said. might He said (that) he might go to school every day. “I must go to school every day. had to He said (that) he had to go to school every day.can He said.” might He said.” should He said. ought to He said (that) he ought to go to school every day. “I can go to school every day. When taking messagesalways make sure that: Other people can understand the message easily Other people can read your writing All information is accurate All abbreviations are clear to other people The message containsall the necessary information Conferences and conventions Conference equipment: overhead projector microphone lectern satelite dish flip chart slide projector computer 38 . “I may go to school every day. “I should go to school every day. should He said (that) he should go to school every day. “I have to go to school every day.” must He said. “I might go to school every day. “I ought to go to school every day.” have to He said.” Messages could He said (that) he could go to school every day.” ought to He said. it took 22 years to build it.A conference is a formal meeting or series of meetings between people who share the same interests. Sequoia Lodge is recommended where there is a souvenir shop.000 workmen worked on it. Open 24 hours a day. 3. It often involves both lectures and discussions in smaller groups. nighclubs. SEEING THE SIGHTS Tourist attractions usually belong to one of four categories: Natural attractions like the landscape.. They include historic sites. Built attractions. all year round. Festivals and events are like built attractions. rivers or coasts. http:/www. Some of the world tourist attractions 1. parks are free. a playground and a free minibus service to the resort. Niagara Falls. mountains. From May to October there are boat rides for which it is a good idea to wear a raincoat. The word is used especially in America. architectural features.learnenglish. Vocabulary Religious buildings cathedral mosque temple Historic buildings castle tower palace Places of natural beauty gorge canyon glacier 39 . museums and theme parks. The Taj Mahal. 20. It's best to stay on the site. Walt Disney World. Entertainment and leisure. Theatre. monuments. A convention is a conference of people who do a particular job or who belong to a particular political party. From May to September there is a charge for parking your car.de 11. one of the seven wonders of the world. zoos and shopping centres are examples of this type of tourism. 2. It's calm and peaceful. Many were not originally aimed at tourists. it was completed in 1648. Tourists use them while on holiday in major tourist resorts. maps. by the local government or chamber of commerce. is a physical location that provides tourist information to the visitors who tour the place or area. The name comes from the Irish term Dubh Linn that roughly translates to black pool. A tourist information centre.Exercise: match the places with the definitions: 1) canyon 2) palace 3) cathedral 4) festival 5) valley 6) monastery 7) stately home 8) volcano a) special time for celebrations and ceremonies b) deep valley with very steep sides of rock c) large mountain with a hole in the top d) place where monks live e) large house built for a royal family f) lowland between lines of hills and mountains g) very large church h) large house in the countryside Tourist Information Centre. restrooms. providing information (such as trail maps. and about camp sites. Often a film or other media display is used. national park. providing visitors to a location with information on the area's attractions. If the site has permit requirements or guided tours. the visitor center is often the place where these are coordinated. lodgings.) and in-depth educational exhibits and artifact displays (for example. and other items relevant to tourism. Dublin The capital of Ireland as well as its largest city. Often. staff contact. Often a visitor center is called simply an information centre. or state park. It may be: A visitor centre at a specific attraction or place of interest. national forest. etc. 40 . about natural or cultural history). such as a landmark. these centres are operated at the airport or other port of entry. even indoor surfing and skiing. Accommodation is not hard to find in a large city like Dublin. It was completed in the 1700s. There are also pubs and nightclubs to keep you entertained. home of the president of Ireland. and politics. Dublin. as well as restaurants and cafes that let you taste local flavor as well international cuisine. If I were you I'd get there early. Visitors can walk around the city or participate in the tours to appreciate the immensity of its history and culture. For many years a portion of the 41 . There are numerous churches and castles including the Aras an Uachtarain. A distinctive feature is the burnt flavour which is derived from the use of roasted barley. James's Gate. The Phoenix Park is the largest one of its kind in Europe. which is also used for government offices. one will expect a multitude of activities to keep guests preoccupied. A good starting point is the Custom House. economy. it became the main city. The Georgian section of the city is also intact and provides another side of the city. Today it is the historical and cultural centre of Ireland. You might like to think about going to Dublinia. cycling. where excellent examples of the period's architecture are shown. and during the Norman invasion. The best thing for you to do is to take the bus. Making suggestions The following phrases are useful when making suggestions: Why don't you take them to the ZOO? How about going to Phoenix Park? I suggest starting off with Temple Bar. Sports enthusiasts can enjoy sailing. How Guinness is made Guinness is a popular Irish beer that originated in the brewery of Arthur Guinness (1725–1803) at St. Other sites include the Dublin Castle and Christ Church Cathedral. arts. The oldest Georgian street is the Henrietta Street. Guinness is based on the porter style that originated in London in the early 18th century and is one of the most successful beer brands worldwide. Several events are also lined up all the year round including but not limited to festivals and celebrations around Irish dance and music.It was once a settlement of the Vikings. It is also the nucleus for the region's education. Since it is the capital city. in spite of a decline in consumption over recent years.org http:/www. It is popular with Irish people both in Ireland and abroad and.enwikipedia.com http:/www. Christ Church Cathedral was built in 1172. is the best-selling alcoholic drink of all time in Ireland where Guinness & Co. http:/www. Modal verbx can go before the passive form. We often use the passive for descriptions of processes when we are not interested in who performs the action.ebbokireland.com 42 . Ingredients used to make Guinness barley yeast coffee hops sugar maize water vanilla The processes and their definitions: Boil Feed Pump Grind Strain Mix heat a liquid until it turns into a gas supply something slowly but constantly push a liquid througha pipe break something into very small pieces separate solids from a liquid combine two or more liquids into one THE PASSIVE We form the passive by using the appropriate form of BE + Past Participle. although Guinness has refused to confirm whether this still occurs. makes almost €2 billion annually.guinness. After being fermented the yeast is removed from the mixture The beer must be matured for 10 days before being transferred to the kegs. The grist is fed along the pipe and is mixed with the water.drink was aged to give a sharp lactic flavour. 43 . A wilderness camping trip using "Leave No Trace" ethics would be considered responsible tourism while dune buggy tours would not. hotels. Environmental impacts on tourism: Negative impacts from tourism occur when the level of visitor use is greater than the environmental's ability to cope with this use within the acceptable limits of change Uncontrolled conventional tourism poses potential threats to many natural areas around the world. 1990) Principles of Ecotourism: Ecotourism is about uniting conservation. and of tourism facilities including resorts. and sustainable travel. and social climate Responsible Tourism: Tourism which operates in such a way as to minimize negative impacts on the environment. environmental. shops. such as roads and airports. communities. LAND OF SMILES Ecotourism is: "Responsible travel to natural areas that conserves the environment and improves the well-being of local people.12. restaurants. This means that those who implement and participate in ecotourism activities should follow the following ecotourism principles: minimize impact build environmental and cultural awareness and respect provide positive experiences for both visitors and hosts provide direct financial benefits for conservation provide financial benefits and empowerment for local people raise sensitivity to host countries' political. Many of these impacts are linked with the construction of general infrastructure." (TIES. golf courses and marinas. The environmental impacts of tourism are legendary. The most popular tourist destinations are Bangkok (the capital). Chiang Mai in the north and Phuket in the south. 44 . Thai people are famous for their friendliness. The presence of large number of tourists in fragile natural areas inevitably produces pollution and degradation and can even lead to the disappearance of animal and plant species. The industry has destroyed thousands of kilometres of natural coastline all around the world through the building of hotels and other resort elements. opportunities to go trekking and the warm welcome with which they are greeted by the Thai people. Vocabulary Ecotourism Rubbish Conservationist Resort Ecosystem Environment Expedition environmentally-friendly tourism things that have been thrown away person who tries to protect the environment place where people often go on holiday how all plants and animals all relate to each other the conditions that animals and plants live in long journey to a dangerous place Verb damage solve benefit protect donate destroy Noun damage solution benefit protection donation destruction Thailand Thailand has been a popular holiday destination for many years. landscape. Holidaymakers are attracted by the beaches. The top attractions of the city are the Russian Museum. St Petersburg attracts tourists interested in visiting the baroque monasteries and neo-classical palaces and enjoying the stunning scenery. that or who for defining things and people.uk http:/www. The Thais.asiatravel. who are Buddhists.co. Petersburg St Petersburg. which is Russia's second largest city after Moscow. ENJOY YOUR STAY St.com http:/untamedpath. the Hermitage and the Church of Spilled Blood. http:/. celebrate many different festivals. Rich in history and considered one of the most beautiful cities in Europe. 45 . A monk is a man who/that performs religious ceremonies. The extra information is shown between commas The New Year.Defining relative pronouns Sangkran is a Thai festival which/that celebrates the Buddhist New Year. is celebrated in April.com 13.geointeractive. We use which. We use which or that for objects and who or that for people. is situated in the northwest corner of the country. it is a „water city― as it spreads over more than forty islands separated by a network of rivers and canals. Like Amsterdam or Venice. which is an international festival. Non-defining relative pronouns We also use which or who when we want to give extra information. Stay calm...Checking Out Check-out procedures follow an established pattern. I do apologise. apologise and offer to correct mistakes immediately Oh yes. It says here there was a call yesterday evening. we have made a mistake here. 46 . That should be . Usually the receptionist: brings up the guest file on the computer checks if the guest used the minibar or other hotel services prints out the bill and asks the guest to check it takes payment if the guest is happy Front desk receptionist’s questions at check out: Are you ready to check out? What room were you in? How was your stay? Was everything satisfactory? Will you be putting this on your card? And how will you be paying for this? Would you like to speak to the hotel manager on duty? I'll just need your room keys. please. Enjoy the rest of your holiday. Have a safe trip home. The following checklist is useful when preparing bills: Avoid hidden extras – guests are not happy if they feel overcharged Display an up-to-date price list at all times Include any extra costs and taxes on price lists Deal with all queries politely and efficiently Remember that guests can easily target what services they have used I'll just check our records. Upselling implies selling something that is more profitable or otherwise preferable for the seller instead of the original sale. 47 . Vocabulary Upgrade Upsell Guest registration Availability Corporate rate Flat charge improve the category of something convince a client to purchase an upgraded service check-in number of rooms that are free special price offered to businesses fixed cost that does not change Upselling is an important sales technique in the hospitality industry whereby existing customers are encouraged to upgrade and pay for more profitable facilities and services. Upselling can also be simply exposing the customer to other options he or she may not have considered previously. THE FIRST AND SECOND CONDITIONALS First Conditional If + present simple If it's hot tomorrow. we'd move to Edinburgh. Second Conditional If + was/were/past simple If I was rich If Peter got that job would/could/might + infinitive I could buy a yacht.Checking in Checking into a hotel is generally very straightforward. although the procedures can vary depending on where you are and the level of difficulty can increase where there are language barriers involved. future we'll go to the beach We use it to talk about what will happen in the future when there is a possibility that the event in the if-clause might happen. are often extreme.We use it to talk about the present when the event in the if-clause is not true: I could buy a yacht if I was rich. checked baggage 4. International flights may have up to four classes: Economy Class. (I don't think that he will get the job.The comfort experienced when traveling by air depends on several factors starting with the airport. The price difference between an economy class ticket and a first class ticket. train or boat Scheduled flight: a plane service that flies at the same time every day. every week. We'd move to Edinburgh if Peter got that job. boarding. Check-in procedure Air travel changed in many ways after the terrorist attack on the World Trade Center on 11 September 2001. gate 5.com 14. Most air travel starts and ends at a commercial airport.. US Domestic flights usually have two classes: Economy Class and a Domestic First Class. 1. GETTING AROUND Air travel is a form of travel using an airplane. These flights can be expensive but are very reliable in general Charter flight: a low-cost journey on a plane on which all the places have been paid for in advance by travel companies for their customers. delay 3. (I'm not rich.) We use it to talk about the future when the event in the if-clause is unlikely to happen. flying and pick-up of luggage. 48 .Travel class on an airplane is usually split into a two. board area where passengers wait slow down or cause to be late bags that do not get on a plane security area where you get on a plane get on a plane. border control. departure lounge 2.) http:/travel. however.dk. Premium Economy. The typical procedure is check-in. Business Class and First Class. The check-in procedure became longer and stricter on long-haul flights and the number of items of cabin luggage considered as a security risk increased. airport security baggage and passenger check before entering the gate. three or four class model. These flights are often subject to delays. the choice of the airline and the travel class. or just want to know some more about it. One of the most popular areas to visit is the dramatic Lake District. For that stay in the countryside we also have a range of self catering accommodation in holiday Cottages. We use should / shouldn't for recommendations or advice Cabin crew should be friendly. Out and about take advantage of the beautiful English countryside by visiting Gloucestershire or maybe visit an historic town like Bath or Chester in Cheshire. Modal Verbs (obligation) We use must / mustn't / have to for strong obligation You mustn't stand up during take off or landing. sightseeing. We also use can for strong obligation You can't carry dangerous articles in your bags. tourist attractions.Holiday Travel Information From the web page of the UK Holiday Travel Office with information for visitors with town travel guides. hotels and holiday home accomodation: We have holiday parks all over Britain With tourist information on towns and cities to visit. from museums to historic houses. our Cumbria Tourist Information Office will tell you where to visit and also features major towns to visit such as Kendal. we have our Tourist Information on London guide which covers most major attractions and some less-well known ones as well. We use don't have to for something that is not necessary You don't have to check-in two hours before the departure. If you are visiting London. 49 . popular with walkers. and their tourist attractions. places to see and where to go with maps Our selection of UK hotels includes guest houses and bed and breakfasts and hotels near airports. bus or plane into New York City. whether you're near a crosswalk or not.Tips for Driving in New York City Visitors are not encouraged to drive in New York City. 4. Once you're in New York City. 6. you'll be very glad to have a (large) stash of quarters in your car with you. 8. 5. Street parking in Manhattan is at a premium.S. it says "up to half an hour. No Turn on Red If you have still decided to drive in New York City. because you can easily take taxis or the subway to get where you're going. but there are some times when driving in New York City cannot be avoided. so keep your eyes out for people wherever you are driving. you should be aware that unlike nearly every other place in the U. Don't Be Tricked by Parking Garage Signs At many parking garages they'll have a sign that says something like "$5 All Day" but in tiny print. most people find that they don't need a car. 1. so it's rare to see many spots available and that should tip you off to pay special attention to the parking rules posted on street signs. Watch out for Pedestrians People are everywhere in New York City. Don't Drive in New York City Most visitors to New York City will be better served by taking a train. 3. 2. .. there is often a good reason that people aren't parked there. you'll find that rates often "top out" after just a few hours. Bring Quarters If you ever want to park at a meter." Depending on where you are. Pay Attention to Street Signs When you see an empty block. Don't Get Towed 50 . Pay Attention to Signs There are many major avenues where you can't make a left turn during certain hours. 9. 7. so keep an eye out for signs. Plan for Parking It's amazing how one parking garage can charge one rate and across the street the price will be entirely different. you cannot make a right on red. touruk. If you are using a TravelPass you must insert it _________ the automatic stamping machine as you get __________. Only single tickets can be purchased _________ bord regular buses and are bought ________ the driver.It's way cheaper to pay for (often overpriced) parking in a lot than to risk getting your car towed./www. trains and the new light railway will take visitors to __________ easy walking distance of anywhere _________ the city centre. Write down the address and cross streets where you've parked. Parking Tickets Happen 24/7 Whether it's the middle of the night or a Sunday afternoon. you are very likely to get a ticket. Buses. Passenger ferries provide a fast and scenic means of transport between the city and the harbourside suburbs. coupled with use of the public transport system. 10./www. the best way to see Sydney's many sights and attractions is ______ foot. between in on within into inside through at from off to Getting around Sydney In general.com Prepositions Complete the travel guide information with the correct preposition.en.wikipedia. if you park illegally.about. it can be tough to remember exactly where you parked after a long day in New York City. but if you're parked on the street. the claim ticket should have the address of the garage on it. http. Remember Where You Parked Your Car If you park in a garage.uk 51 .co.org http. http:/ gonyc. 11. wildlife spotting glaciers. camel treks rainforests. kayaking. Activities associated with different geographical features mountains: rock climbing. and numerous smaller islands. sailing. THE GREAT OUTDOORS New Zealand New Zealand is an island country in the south-western Pacific Ocean comprising two main landmasses (the North Island and the South Island). The indigenous Māori language name for New Zealand is Aotearoa. waterskiing.000 km (1250 miles) southeast of Australia across the Tasman Sea.15. commonly translated as The Land of the Long White Cloud. The Realm of New Zealand also includes the Cook Islands and Niue. hiking. windsurfing. New Zealand is notable for its geographic isolation: it is situated about 2. biking rivers: canoeing. skiing. power boating deserts: hiking. scuba diving. snorkelling. camping. fishing beaches: surfing. rafting. snowboarding. camping. swimming lakes: fishing. Describe any local star sights 52 . most notably Stewart Island/Rakiura and the Chatham Islands. and its closest neighbours A lot of tourists go to New Zealand because of its greatly varied landscape and the large number of outdoor activities available. snowmobiling Selling tours: The following phrases are useful when selling tours give some general information The scenery here is very spectacular. EATING OUT Food is an integral part of any tourism experience. Now many places include their local dishes..It's the highest mountain / longest river Give details about tours / excursions Would you like a map / information on excursions? Changing a booking Prepaid reservations may or may not be changed depending on the source/booking method. playing different roles regionally and nationally with many variations. Most tourists expect to try dishes that are different. The following phrases are useful when confirming changes in writing With reference to your phone call today . Changes made within 24 hours prior to 1201AM day of arrival are subject to a penalty of the first night‘s rate including taxes and fees. Many dishes that were once regional have proliferated in variations across the country.. 53 . The result of this situation is the use of food as a tourism resource. In the past food lovers travelled specifically to different regions or countries in order to try the local food.org http:/gomyc. French cuisine is a style of cooking originating from France.en. Cheese and wine are a major part of the cuisine.wikipedia. and usually they have high expectations as to the standard of food they are served. wines or other drinks as part of their tourism identity.com 16.about. having evolved from centuries of social and political change Ingredients and dishes vary by region. There are many significant regional dishes that have become both national and regional.. http:/www. Changes made after 1201AM on the day of arrival are subject to a 100% penalty.. We are writing to confirm the change to your booking We hope you enjoy your tour with .of booking: Changes made 48 hours or more before 1201AM (Eastern Time Zone) on the day of arrival are subject to a penalty. and no matter what your budget. time after time. comes with a salad always sound enthousiastic when recommending dishes The chicken is our house speciality. 54 . made with 2. 1. served with a) cook in an oven using oil or fat b) list of ingredients in a dish c) accompanies a main dish d) fill with something e) cook in oil or fat in an oven or over a fire f) number of similar things Describing dishes name the dish Rtatouille is . Even at a small traditional bistro style restaurant the quality of food will be of the utmost of importance and what people come back for. roast 5. bake 6. but there are also restaurants that range right up to top table and haute cuisine. food markets. stuff with 4. is made with ....Paris Food and Dining Paris is one of the world's great gastronomic capitals-.. but many places have to be booked prior and some places require reservations even weeks in advance to ensure you can get a table Describing food Exercise: match the verbs with the phrases. which will range from the small traditional bistro.. from restaurants and cafes to bakeries. name the main ingredient and how it is prepared is fried chicken . You will find that there are thousands of different cafes and restaurants in Paris alone.. range of 3.. no visit to the City of Light is complete without sampling some of the wonderful culinary pleasures on offer here.. and gourmet events. say how it is served served with white wine or garlic . e.Think of three popular dishes in your country and prepare a description of them for foreign tourists.some information Exercise: look at the words in the box. Here is an example: one pencil two pencils three pencils etc.g one. Example: Book . Example: information . Most of the nouns are countable. two or three. Put them in the correct column. grape bread banana vegetable apple juice tomato chocolate prawn rice water Countable Nouns _______________ _______________ _______________ _______________ _______________ Uncountable Nouns ________________ ________________ ________________ ________________ ________________ 55 . You can combine them with numbers.a book . Other nouns are uncountable which means you can use ONLY the singular form of the noun.some books. Countable and Uncountable Nouns Some nouns are countable which means you can use either the singular or plural form of the noun. Complaining about food The following phrases are useful when complaining about food: too + adjective It's too hot. one escargots … http:/www. there + be not + enough + noun there isn't enough ice. take the order Would you like something to drink before your meal? make any necessery recommendations I'd certainly recommend … repeat the order to make sure it is correct So that'sone soup of the day.en.wikipedia. over/under + past participle The steak is undercooked. not + adjective + enough The water isn't cold enough.org 56 . Taking an order What the waiter has to do when taking an order: show the guests to the table If you would like to follow me please? present the menu and take the drinks order Here's the menu. Selecting the best marketing opportunities Travel and tourism marketers must choose the best marketing opportunities within the selected segments by considering each segment‘s existing and future sales potential offering a marketing ‗mix‘ that will attract customers 57 . publicity and sales promotion) are directed. market research information becomes extremely important.17. The most promising segments are then chosen as target markets to which communications strategies (advertising. Here. travel and tourism marketing takes existing and/or potential customers/visitors and classifies them into market segments based upon their preferences.g. self-catering and farmhouses) Insufficient investment in connecting road/rail transport links High rail/tube fares Perceived difficulty of driving on the left Perceived high costs Perceived low quality by some tourists Variable standards Poverty and viloence in a number of inner cities Channel Tunnel Toll-free motorways Widespread availability of lead-free petrol Wide variety of good cuisine Good chouce of language schools High standards of health and hygiene Free press/media Politically stable Attraction of the Royal Family/historical traditions/ceremonies Advertising and publicity In general terms. PROMOTING A DESTINATION Identifying the strengths and weaknesses of tourist destinations The table lists positive and negative features of Britain as a tourist destination. particularly in London and on some polluted beaches Limited supply of modern budget accomodation in urban areas and on transit routes Limited booking services for some types of accomodation (e. Strengths Friendly people Historic cities/pleasant countryside Attractive coastline Good shopping facilities Many types of accomodation Good network of Tourist Information Centres Weaknesses Lack of foreign language skills especially good quality on site interpretation in other languages Litter and pollution. The marketing mix (Strategies) The strategy of the travel and tourism marketing mix is a package of offerings created to best attract the interest of customers and visitors (tourists).com http./www. TV. (2007) “Careers in Hospitality and Tourism Management” Instudy. search engine listings. etc.university-essays. Radio. blogs.) and also by airline and cruise line promotions.com Advertising and publicity Use the words and expressions in the box and add as many words as you can. etc. stickers lobbying receptions commercials special offers posters brochures trade fairs sponsorship exhibitions press releases leaflets competitions billboards publicity discounts promotional videos talks and presentations 58 . This is clearly evidenced by the tremendous amount of advertising and publicity messages (newspapers. Competition in travel and tourism marketing Travel and tourism marketing is a very-large field with high-power competition in most marketing segments. Direct Mail.) and the Internet (websites. D. magazines. Properly directed messages via advertising and publicity must necessarily create ‗preference‘ for the marketer‘s products and services in order to capture the desired ‗share‘ of target markets Source: Kirk. Transfer to airport and return to Havana. opposite Central Park in old Havana.ADVERTISING POSTERS PUBLIC RELATIONS PUBLICITY PROMOTIONS DISCOUNTS Describing itineraries CUBA DAY 1 Depart London mid-morning Tuesday on VIASA via Caracas. which Fidel Castro and a group of followers failed to storm in 1953 in an early attempt to seize power. including Moncada barracks. DAY 7 Return home. 59 . Accomodation in the Plaza Hotel. which has rooms dedicated to the influence of African cultures on Cuba. DAYS 2-3 Explore Havana. DAY 5 City tour. Free time to wander the streets and appreciate the city's fine architecture. Direct to the Hotel Plaza. Tranfer to the airport for the flight To Santiago de Cuba in the east of the island. Good Museums in Santiago include the Casa Velasquez dating back to the 16th century. DAY 6 Excursion to the Basilica in El Cobre. Arrival late evening in Havana. Visit to a nahdicraft centre and the Guanabacoa museum on the outskirts of Havana. a village 18 miles nortwest of Santiago. the area famed for its Old Spanish Days. famed for its Buildings and beautiful settings. DAY 4 Visit to a cigar factory. . issue 2. wine tours for connoisseurs (France. museums). Two key issues here are: 1. sand and sea holiday package. religion. cars (factories. archaeology. cancel 3. Along with the growth of the global tourism market. open air museums. but at the same time attempts to see the tourist as an individual. a mass tourism development concept is by now considered as undesirable. stamp collectors. rectify 6. how to respond to individual tastes. Munich). take out a) the situation b) an invoice c) the booking number d) a holiday e) the difference f) a request g) insurance Types of special interest holidays: whale watching garden tours painting yoga gourmet cooking dog-handling scuba diving hiking 60 . refund 7. and so promote difference in tourism 2. Vocabulary Match the words with the nouns. Italy. horse breeding and races. Florence.18. hobbies. culture. etc or tailor made itineraries on the following subjects: antiques. submit 4. a more sophisticated tourism demand has emerged. Because of that. castles. known today as the special interest tourism. how to respond to each tourist‘s rights and so promote equality in tourism Special Interest Tours for example on art.. fashion (Paris. Tourism today continues to offer package tours. quote 5. looking for more than just a sun. old-fashioned and of low potential in terms of its ability to generate noticeable economic effects. Such trends have encouraged the development of many diverse activities for tourists. 1. cuisine (cooking courses). heritage and ancestor tracing. Germany). painting classes in Giverny (France) . SPECIAL INTEREST TOURS As a result of global economic and political trends tourism destination development is more likely to go for the optimization of tourism economic effects. 2. 61 . If I had won the lottery Notice that we are thinking about an impossible past condition. We use WOULD HAVE + past participle to talk about the impossible past result. We should charge them more. You're right. THE THIRD CONDITIONAL: NO POSSIBILITY The first and second conditionals talk about the future. The important thing about the third conditional is that both the condition and result are impossible now. IF condition Past Perfect result WOULD HAVE + Past Participle I would have bought a car.We often show agreement by repeating an idea or adding a supporting idea. We use the past perfect tense to talk about the impossible past condition. With the third conditional we talk about the past. but with no possibility of the dream coming true. So the condition was not true. It's expensive. Last week you bought a lottery ticket. Yes. and that particular condition can never be true because it is finished.Agreeing and disagreeing 1. That is why there is no possibility for this condition. We talk about a condition in the past that did not happen. It'd be very expensive. The third conditional is also like a dream. But you did not win. You did not win the lottery. When disagreeing it is important to soften the impact by: Using expressions such as: I'm sorry. but … I'm afraid … Acknowledging the value of the speaker's idea That's a good idea but … That might be possible but … Giving a reson for disagreeing It's a good idea. I agree. developtourism. I would have invited her.com 62 . their teacher would have been sad. They had not passed their exam. Look at some more examples in the tables below: IF condition past perfect result WOULD HAVE + past participle I would have told her. could have. If If If I had seen Mary Tara had been free yesterday they had not passed their exam result WOULD HAVE + past participle I would have told Mary I would have invited Tara Their teacher would have been sad IF condition past perfect if if if I had seen her. for example: If you had bought a lottery ticket. she had been free yesterday. might have instead of would have. we use should have. www.com www.Sometimes. you might have won.englishclub. looked very frightened. corporate rate 2. flat charge 4. suddenly started barking. 4. ____________ had been very quiet. 3. ―Why didn‘t he come to our party?‖ (they inquired) ___________________________________________________________________________ 4. ―Did you lend Peter your mobile phone?‖ (she was wondering) ___________________________________________________________________________ 5.Peter. availability 5. upsell a) improve the category of something b) number of rooms that are free c) convince a client to purchase a better service d) special price offer to businesses e) fixed price that doesn‘t change 63 . ―Have you seen my new car?‖ (he asked) ___________________________________________________________________________ 6. ―How old is your mother?‖ (he asked) __________________________________________________________________________ 3. 1. 3. ―Why wasn‘t he here yesterday?‖ (she demanded to know) ___________________________________________________________________________ 2. 2.The old man.I didn‘t receive the letters ___________ she sent me. Rewrite these sentences as indirect questions.Is this the person ___________ stole your handbag? 5.The dog. using the words in the brackets.WRITTEN TEST TWO 1. 1. ___________ had been injured in the ccident. wasn0t at the party. Match the words or phrases with these definitions. ―Does Peter speak French? (she wanted to know) __________________________________________________________________________ 2. upgrade 3. that or which to complete these sentences. Write who. 1. ___________ I had seen earlier. snail 6. jungle 2. grind 3. 1.________ 4. boil 2. feed a) supply something slowly but constantly b) push a liquid through a pipe c) break something into very small pieces 64 ._______ 3. rainforest 3. desert 5._______ 5. .1. courgette trek beach hill lake shrimps cabbage forest island volcano river salmon cheese glacier fjord lowland fjord cod aubergine 6.Which word is the odd one? 1. mountain 4. Match the processes with the definition. ________ 2. _______ 4. Complete the sentences with the missing words person who tries to protect the environment people who go walking in the mountains place which is built especially for tourists things that have been thrown away deep valley with very steep sides of rock c________________ t________________ r________________ r________________ c________________ 5. Driving is not the ideal way to get around central Sydney. (see) 8. 1 2 3 Would you move to our Taiwan office if _________________________ ? (you / can) If you were in my position. If you are planning to use a car you __________ buy a good street directory. You ___________ pay at a metre after 6. You __________ drive without wearing a seat belt. you _________________________ how much we have expanded our product range. 65 . can must required to must not should allowed to do not have to Driving in Sydney Overseas visitors ___________ use their usual driving license in New South Wales but ____________ have proof that they are simply visiting. although a car _________ be very convenient for journeys into the suburbs. but ___________ give way to pedestrians. (not / find) 4 If you look at our catalogue. The city center is often congested and it ___________ be difficult to find a parking place.7. You are also __________ carry your license with you whenever you are driving. For example: _________________________ to the conference even if you invited him. Complete the text with the words in the box. how _________________________ with this crisis? (you / deal) They wouldn‘t do business with us if they _________________________ our terms favourable.30 pm At some intersections drivers are ____________ make a left hand turn at a red light. Complete these sentences using the words in brackets. (he / not / come) He wouldn’t come to the conference even if you invited him. (2003): English for International Tourism. Henderson. (Pre-Intermediate Student’s Book). Bardgett. J. P...REFERENCES: 1. (2003): English for the Catering Industry. Harding. Esteras. Longman 2. House of Commons Library 66 . R. Oxford University Press 4.. P. Školska knjiga 5. K. Oxford University Press 6. Longman 3. E. The Tourism Industry. L. Fabre. Cambridge University Press 7. English for the Hotel and Tourist Industry. I. E. (1999): Oxford Practice Grammar. Dubicka. Strutt. (2000). ((2003): English for International Tourism (Intermediate Student’s Book). (2007): Professional English in Use. (1996): High Season. S.M. Harrison-Paj. Eastwood.