Poslovni Engleski Jezik

University of Split
University Centre for Professional Studies
Foreign Languages Department
Course 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
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Naziv predmeta POSLOVNI ENGLESKI JEZIK
Kod STP 13 SE
ECTS 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 I. Vodogaz, prof, predavač

suradnici
Kompetencije Student je osposobljen za korištenje svih jezičnih vještina potrebnih u
koje se stječu 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.
Preporučena 1. Peter Strutt (2003) English for International Tourism, Pearson Education
literatura Limited
2. Raymond Murphy (1995) English Grammar in Use, CUP, Cambridge
3. Longman Dictionary of Contemporary English (2000) Pearson Education
Limited, Harlow
Dopunska 1.. A. Pohl (2002) Test Your Professional English-Hotel and Catering,
literatura 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
Oblici  Seminari
provođenja  Jezične vježbe
nastave  Rješavanja postavljenih zadataka (task-based)
Konzultacije
Način provjere  Kontinuirana usmena i pismena provjera
znanja i  Usmena prezentacija
polaganja ispita  Katalog (Portfolio) pismenih radova
Završni ispit
Nastavne jedinice Trajanje,
Introduction to the course 2 sata
The tourism industry
Travel and tourism
2
Employment
1. TYPES OF HOLIDAY 2 sata
1.1. Different types of holiday
1.2. Vocabulary
1.3. Travel tips
1.4. Compound nouns
2. TRENDS IN TOURISM 2 sata
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 2 sata
3.1. Hospitality industry
3.2. Hotel jobs
3.3. Jobs in tourism
3.4. Vocabulary (skill)
3.5. Job advertisments 2 sata
3.6. How to write a CV?
3.7. Cover letters
3.8. Job interviews
4. DESTINATIONS 2 sata
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 2 sata
4.6.. Brochure language
5. HOTEL FACILITIES
5.1. Describing and comparing hotels
5.2 Have/Get something done 2 sata
5.3. A hotel inspection
5.4. Hotel refurbishment
5.5. Student's presentation
5.6. Berlin's best hotels 2 sata
6. TOUR OPERATORS
6.1. „Tough times for Britain's holidaymakers―
6.2. Package holidays
6.4. Dealing with complaints 2 sata
6.5. Letter of apology
6.6. Hotel contracting
6.8. Consolidation 1 2 sata
7. DEALING WITH GUESTS
7.1. The perfect hotelier
7.2. Describing people
7.3. ed/ing adjectives
7.4. Articles 2 sata
7.5. Misunderstanding
7.6. Communication problems
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7.7. Overbooking
8. CITY TOURS 2 sata
8.1. Giving directions
8.2. Guided bus tours
8.3. Barcelona
8.4.Student's presentation
9. TRAVEL AGENCIES 2 sata
9.1. Taking and making holiday bookings
9.2. Talking on the phone
9.3. Booking forms and booking procedure
9.4. The word „Time―
9.5. Educational report 2 sata
9.6. A weekend break
9.7. Replying to requests
Written test 1 2 sata
10. HOTEL RESERVATIONS
10.1 At registration
10.2 Politeness
10.3 Indirect questions 2 sata
10.4. Reported speech
10.5. Making a reservation
10.7. Conferences and conventions 2 sata
11. SEEING THE SIGHTS
11.1. Places of interest
11.2. Dublin
11.3. Tourist Information Centre
11.4. Making suggestions 2 sata
11.5. How Guinness is made
11.6. The passive
11. 7. Student's presentation
12. LAND OF SMILES
12.1. Considering environmental issues
12.2. Responsible toursim
12.3. Ecotourism
12.4. Thailand 2 sata
12.5. Defining and Non-defining relative pronouns
13. ENJOY YOUR STAY
13.1 Checking in and checking out
13.3. Preparing bills 2 sata
13.4. Upselling at registration
13.4. St. Petersburg
13.5. Conditionals 1 and 2
14. GETTING AROUND 2 sata
14.1. Air travel
14.2. Vocabulary
14.3.Holiday Travel Information
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14.5. Modal verbs 2 sata
14.6. Driving in New York
14.7.Getting around Sydney
14.8. Prepositions
15. THE GREAT OUTDOORS 2 sata
15.1. New Zealand
15.2. Outdoor activities
15.3. Selling tours
15.4. Changing a booking
16. EATING OUT 2 sata
16.1. Types of food
16.2. What to eat in Paris?
16.3. Explaining how dishes are prepared
16.5. Countable and uncountable nouns 2 sata
16.6. Complaining about food
16.7. Choosing a restaurant
16.8. Taking orders
17. PROMOTING A DESTINATION 2 sata
17.1. Britain as a tourist destination (strengths and weaknesses)
17.2. Writing exercise: strengths and weaknesses of your country
17.3. Advertising and publicity
17.4. Describing itineraries (Cuba)
18. SPECIAL INTEREST TOURS 2 sata
18.1. Vocabulary
18.2. Agreeing and disagreeing
18.3. The third conditional
Written test 2
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THE TOURISM INDUSTRY
Defining the tourist industry is difficult. The defining feature of tourism is not the product, but the
purchaser, the „tourist―. Most definitions concentrate on the services that a number of different
industries, such as the travel industry, hotels and catering and entertainment provide to tourists.
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, business and other
purposes.―
Since the 1980s tourism has grown and developed in ways that noone could have predicted. Even
today there is no single official definition for the term ―tourist”. Most definitions of tourism,
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
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Tourism is the world's largest industry and so is of vital importance to the global economy. Its
contribution has risen dramatically over recent decades. The tourism industry's contribution to
GDP can be measured in terms of the revenue generated by tourists. 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.
Positive economic impacts include the creation of jobs, the income obtained from tourists spending
money, and improvements in the transport infrastructure and consequently, the local economy. The
jobs created can be directly related to the tourism industry as with work in hotels or tourist
information centres, or indirectly related, as in the case of building work.
Tourism is now a global activity that revolves around teamwork and customer satisfaction more
than almost any other industry. Because of this, communication and intercultural skills are
essential, as is a good command of foreign languages, especially English.
Source: Bardgett, L., 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. Employment in tourism involves the following sectors:
Hotels and other tourist accomodation

Restaurants, cafes, etc
Bars, public houses and nigt-clubs
Travel agencies and tour operators
Museums, art galleries and other cultural activities
Sports and other recreation activities
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WHAT IS TIHE DIFFERENCE BETWEEN TRAVEL AND TOURISM?
Being a traveller is more than just being a holidaymaker. A holiday is just a short time away, and it
normally involves relaxation. Tourists stay in holiday resorts, not travellers. Travellers go for the
experience and their journeys are usually much longer and more challenging. For example
travellers tend to avoid tourist traps and like to discover new places. Travel is an age-old
phenomenon, but tourism is a relatively recent invention.Thomas Cook is often described as the
first travel agent because he arranged the first „package tour―, a 19-kilometre trip for 500 people in
1841.
Travel tips
Exercise: complete these travel tips with the words in the box.
accomodation be customs documents find out

inoculations insurance read respect take
1. ________ about the local news and customs.

2. ________ aware of people acting suspiciously.
3. Obtain a comprehensive __________.
4. Check what __________ and healthcare you need.
5. Make copies of _________, e.g. tickets, passposrt, insurance policy and leave one copy at
home.
6. ________ enough money.
7. ________ about local tricks used on tourists.
8. Never carry packages through _________ for others.
9. ________ local dress code; think about what you wear.
10. Stay in locally owned _________ and try to eat in locally owned restaurants.
http:/economywatch.com
http:/www.parliament.uk
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1. TYPES OF HOLIDAY
Ecercise: Put the words (1-9) into the appropriate spaces.
1. winter sports 4. safari 7. adventure

2. self-catering 5. cruise 8. package tour
3. special interest 6. weekend break 9. homestay
a. a relaxing ___________ holiday with old-fashioned hospitality on a family farm

b. a month's ____________ holiday lost in the Amazon rain forest
c. a fortnight's ___________holiday for the family in a rented Swiss chalet.
d. a ten-day ____________ to Thailand, including flights, deluxe hotels and visits to
the national park and the pagodas
e. a two-week ____________ in the Baltic Sea aboard the luxury liner Argenta
f. a ______________ holiday skiing on the slopes of the Pyrenees.
g. a ______________ in Amsterdam to visit the Rijksmuseum and be back in time for
work on Monday.
h. a stay in Mombasa combined with a _____________ in the famous Tsavo game
park.
i. a ______________ holiday excavating Aztec temples or learning English in
London.
How would you describe the holidays in the above exercise? Choose from the list in the box below
and justify your choice.
frightening relaxing for the family

exhausting cultural once-in-a-lifetime
entertaining romantic adventurous
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COMPUND NOUNS
Sometimes two, 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 B
theme city
hotel book
boat sports
incentive resort
guide travel
water trip
capital accomodation
health park
2. TRENDS IN TOURISM
The global crisis that shook 2008 and 2009 (and continues to do so) has impact in industries across
the world. One of the most affected fields is tourism as it‘s not a necessity. 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, rather than extravagant, vacations.
Here are the forecasted kinds of trips that will be popular
1. Domestic tourism—This year will see a boost in domestic tourism as tourists will go around
their own countries more than flying to another. This is one of the cheapest ways to travel and may
help balance out the anticipated lack in foreign tourists.
2. Travel to nearby countries—As many people still want to explore countries other than their
own, the next best thing is going to neighboring countries where they‘re not expected to spend
much. Europeans may go backpacking across their continent; Americans may go either north or
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south; and Asians may island-hop around the tropics.
3. Faith tourism—Sabbaticals, pilgrimage, and other religious tourism subcategories are among
the top travel choices this year, along with the usual religious sites. Also popular are personal
spiritual vacations where the travelers meditate and ―self-help.‖
4. Cultural/historical tours—People, especially those tracing their roots, will also be drawn to
cultural and historical tours. Parents will be keen to take their kids on these types of tours,
supposedly in hopes to keep them connected with their heritage.
5. Camping—A very cheap vacation option is more preferred this year to replace five-star resorts
in the meantime. This comes in the form of camping.
6. 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.
The primary purposes of this kind of tourism are education, nature-appreciation, and retreat from
city life.
7. Eco-friendly hotels—Environmental issues awareness comes into play even more as educated
tourists choose accommodations that are certified green. Environmental responsibility is now a
selling point and hospitality associations worldwide are advocating the implementation of eco-
friendliness in hotels, inns, and resorts.
8. Visitation—More people will also choose to travel to countries where they have relatives in and
most likely stay with them, instead of going to hotels. This will be less luxurious but is a sensible
alternative for the budget-conscious.
9. Virtual tourism—The Internet will play a major role in people‘s itineraries. Three-dimensional
imaging of places will be important in planning one‘s trip. Also, travelers are seeking economical
alternatives, deals, and packages—thus, the emergence of more travel agency Web sites.
10. Asia—Because they‘re relatively cheaper than Europe or the Americas, Asian countries will be
popular tourist destinations.
http:/www.moelwintravels.blogspot.com
THE SPANISH TOURIST INDUSTRY

Tourism to Spain goes back to 1930 but package tourism really took off during the late 1950s and
1960s. The economic and population growth plus the increase in leisure time and income in
Northern Europe coincided with Spain's policy to welcome tourists, offering a reliable climate,
beaches, a different culture and low prices. Mass tourism began towards the end of 1970s. but the
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falling standards led to a poor image of the country as a tourist destination. As a result Spain faced
competition from other Mediterranean and long-haul destinations.
The Spanish tourist industry made many mistakes in the early years with the building of high rise
hotels and poor town planning. However, the situation is changing. Over the last years the
government has restricted building. With the help of soft loans that the government has made
available for refurbishments, many hoteliers have improved the standard of accomodation.
IRELAND FACT FILE
History Recent developments The present situation

Beginnings of tourism unknown Real expansion over last 30 years Income: third largest export earner
1845: horse- drawn coach service Employs 91000 people
operating round Ireland Government help Appeals to younger generation &
C 19: all visitirs from Britain independent travellers
1895: 1st package tour from Promotion of special interest Appeals to Irish Americans in search
America hols., e.g. golfing, hiking, fishing of roots
1920: first official tourism office Special attraction; the cultural
1941-45: food scarcity in Britain, Special purpose English language holiday (Dublin, Blarney, Kilkenny)
US soldiers visit Ireland holidays Visitors: 55% from Britain
28,8% from Europe
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3. CARRERS IN TOURISM
HOSPITALITY INDUSTRY
Hospitality industry is the industry that includes a variety of different services such as hotels,
food service, tourism. The hospitality industry consists of broad category of fields within the
service industry that includes lodging, restaurants, event planning, theme parks, transportation,
cruise line, and additional fields within the tourism industry. The hospitality industry is a several
billion dollar industry that mostly depends on the availability of leisure time and disposable
income.
Advantages and disadvantages of working in a hotel:
Advantages: meeting interesting people, lots of different jobs.
Disadvantages: long hours, no time for social life and family, work at weekends, guests may be
difficult.
JOBS IN TOURISM
Airlines: flight attendant, check-in clerk, pilot
Car-hire: reservations agent, rental manager
Ferry and cruise companies: captain, cabin steward
Hotel and reservations: receptionist, chambermaid, concierge
Catering: waiter, chef, cook, food and beverage manager, bartender
HOTEL JOBS
Exercise: Match the jobs with the duties
1. chambermaid a) carries guests' bags to their rooms
2. hotel manager b) cleans guest rooms
3. bartender c) serves guests in the restaurant
4. accountant d) manages all the hotel staff
5. concierge e) serves guests at the bar
6. porter f) finds business for the hotel
7. waiter g) gives information and helps guests
8. marketing manager h) does the hotel's finances
Hotel receptionists are responsible for making guests feel welcome, checking them in and out
efficiently, and dealing professionally with enquiries, face to face and by phone, fax or e-mail.
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They deal with general reservation enquiries, as well as answering guests' questions and dealing
with complaints.
Duties will often include:
allocating rooms to guests

taking and passing on messages
preparing bills, taking payment, and handling foreign exchange
helping guests with special requests - such as storing valuables in the hotel safe or luggage
area, ordering taxis or booking theatre tickets.
Large hotels will also have a concierge who has a desk in the hotel lobby near the reception. 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 be skilled at + verb + ing
communication She's skilled at supervising staff
computer skills
telephone
organisational
people
A highly skilled chef can earn a lot of money.

Being a porter is a relatively unskilled job.
WRITING CVs
A curriculum vitae (UK) / resume (US) is a summary of one's personal, educational and
professional history. The layout and content of CVs vary from country to country and often
depend on the type of job applied for. Companies often receive numerous CVs which they sort. If
the presentation is not clean and accurate, the candidate may be discarded immediately.CVs should
always be word processed and not written by hand.
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Are these statements true or false:
1. A CV should be no longer than two pages.

2. You should always include a photograph.
3. You put the most recent experience first.
4. You should write in full sentences.
5. You should use good quality stationery.
COVER LETTERS
It is also important to send a good covering letter with your CV when applying for a job. It is
your introduction to the company so once again the first impression is very important.
Covering letters are always formal and brief and may be written by hand or typed.
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. 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. There are other forms of tourism which
create revenue for the travel industry. Business travel, for example, is an increasingly important
sector since it is often of high value and earns significant income for tour operators, hoteliers,
caterers and transport operators. Visiting friends and relatives is also an important contributor to
tourism revenue. Although the visitor enjoys free accomodation he or she is likely to spend money
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on other goods and services, such as food, entertainment and transport and, in doing this,
contribute to the local economy.
Tourism
Leisure tourism Business tourism

Holidays Professional meetings VFR
Health and fitness Exhibitions and trade fairs (visiting friends and
Sporting events Conferences and conventions relatives)
Education and Incentive travel
training
Culture and religion
Los Angeles
Which of the following would attract tourists to Los Angeles?
beaches people culture food tradition historic monuments wildlife

lifestyle
Los Angeles is the entertainment capital of the world, and the streets of Hollywood often feel like
the world's biggest reality show. But the City of Angels also sits squarely at the center of many
global enterprises, including the fashion industry, the culinary arts, international trade, science,
medicine, technology, and the visual and performing arts. The United States' second largest city,
Los Angeles is also one of its most diverse; Los Angeles' borders encompass dozens of
neighborhoods shaped by immigrants, including Chinatown, Little Tokyo, Historic Filipinotown,
Little Armenia, Koreatown, Tehrangeles, the Byzantine-Latino Quarter and Thai Town. And every
part of town offers plenty of sun, shopping and sightseeing.
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GIVING A SHORT PRESENTATION
This is a very important skill for people working in the tourism industry. 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, the speaker needs to sound confident and convincing.
Useful tips.
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. It should inclide the
following information:
Key information
Climate
Seasons, temperature, rainfall
Food and drink
Bars, restaurants, local specialities
Sightsseing
Museums, galleries, historic monuments
Entertainment
Discos, shows, festivals
Getting around
Metro, trains, bus services
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Brochure language
The brochure is probably one of the most important documents used in the promotion of a
destination. Brochures use very descriptive language to make holiday destinations sound attractive.
Descriptive adjectives
Exercise: each of the group of three adjectives below can be used to describe one of the nouns in
the box. Match each noun with a set of adjectives. Add an appropriate adjective to each set.
beach village hills mountains

hotels views city atmosphere
1 rolling 2.low-rise 3. quaint 4. relaxed 5. spectacular

gentle spacious old world carefree soaring
undulating appointed charming welcoming majestic
6. unspoilt 7. ruined 8. secluded

striking medieval safe
panoramic bustling uncrowded
5. HOTEL FACILITIES
Of the many different types of accomodation in tourism, the commonest is the hotel. The larger the
hotel the greater number of services offered.
An example of a hotel brochure advertising its facilities.
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Facilities and Services
Hotel facilities include a business centre, complete with secretarial services and computerized communications, a Fitness
Centre with state-of-the-art exercise equipment, and a Spa offering premium spa treatments in a relaxing atmosphere, a
swimming pool set in landscaped, tropical gardens and a golf driving range with resident professional. There is also a
shopping arcade.
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, fashion apparels, tailor and drugstore
Laundry and valet service
Tour counter
Choice of 11 restaurants, bars and lounges
Fitness and Spa Centre
Outdoor swimming pool with sun deck
Hotel facilities: lounge, sauna, jacuzzi, swimming pool, dry cleaning, gift shop, beauty salon etc.
Room facilities: hospitality tray, hairdryer, personal safe, air conditioning, TV, satelite channels,
mini bar etc.
The Lanesborough Hotel
It is situated in Hyde Park Corner in London. It is rated as a five-star de luxe hotel and its royal
suite is often used by celebrities and heads of state.
Description: The Lanesborough Hotel London enjoys an enviable location, in the heart of central
London, right by Hyde Park corner, opposite the wonderful open spaces of Hyde Park and with an
entrance on Knightsbridge. Knightsbridge is home to Harrods department store (internationally
renowned) and the barracks of the Royal Household Calvary. Just about all of London's attractions
and main central shopping areas are easily accessible from here. Capturing the gracious style and
hospitality of an early 19th century residence, visitors to the Lanesborough are greeted as honoured
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guests as if in a private home. With services such as 24 hour personal butler service for all rooms
(will pack, unpack, look after your trip planning and any other needs) you know this is a very
special hotel.
Rooms: All rooms are decorated with handcrafted Regency period pieces, with 1820's furnishings
and 21st century technology. A state-of-the-art fully interactive TV system with free movies on
demand, with wireless keyboard and printer, gives free access to the Internet, e-mail, movies on
demand, as well as extensive CD and DVD libraries. Room service operates 24 hours for anything
from light snacks or full meals.
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.
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.
If we want to name the person who will do the action we use an infinitive.
I'll get the porter to carry your bags.
Describing hotels
Exercise: match these words with their definitions.
1. stunning a) very light

2. impeccable b) extremely attractive
3. spectacular c) highly decorated
4. bright d) very impressive and exciting
5. luxurious e) perfect
6. opulent f) attractive and nice
7. cherming g) extremely comfortable
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In some countries there are official hotel classification schemes which rate hotels from one-star to
five-star (excellent). What would the differences be between a typical one, three and five-star
hotel?
facilities restaurant cleanliness comfort services

room size staffing customer care
Hotel Site Inspection Checklist
All hotels have their reputation to maintain and de luxe hotels have to justify their higher rates. So,
one way of maintaining standards is to use the service of a hotel inspector.
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, clean?
Is security apparent?
Banquet Room/Food and Beverage:
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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.g. theatre, schoolroom, banquet)?
Are airwalls soundproof?
Are the meeting rooms wired for sound?
Is there an in-house A/V company?
Where are the restrooms, phones, etc.?
Security:
Does the hotel have an emergency plan?

Are the fire exits well-marked?
http:/www.milesfaster.co.uk
http:/www.sla.org
6. TOUR OPERATORS
Tour operators are companies which put together all component parts of a holiday; the means of
travel, accomodation, facilities, transfers, excursions and sell them as a package, usually through a
travel agent though sometimes directly to the customer.
„Pile them high, sell them cheap“ refers to the policy of selling a lot of travel products at relatively
cheap prices.
Changes that have taken place in the travel industry in recent years.
- 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
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Exercise: match these words with their definitions:
1. reservations agent a) disadvantage
2. e-commerce b) someone who books holiday for peole
3. tailor-made holidays c) when two companies join to become one
4. expansion d) selling goods and services on the Internet
5. downside e) single company
6. merger f) when one company buys another
7. takeover g) tour package designed for a single client
8. independent concern h) growth
PACKAGE HOLIDAYS
Package holiday or package tour consists of transport and accommodation advertised and sold
together by a vendor known as a tour operator. Other services may be provided like a rental car.
activities or outings during the holiday. Transport can be via charter airlines to a foreign country.
Package holidays are organised by a tour operator and sold to a consumer by a travel agent. Some
travel agents are employees of tour operators, others are independent.
Types of holiday: cruise, adventure, mini break, honeymoon, winter sports, all-inclusive
Accomodation; hotel, guesthouse, lodge, villa, inn
Transportation; charter flight, scheduled flight, luxury coach
Ancillary services; visa, transfer, foreign exchange, insurance, lift pass
PACKAGE HOLIDAY
Types of holiday Accomodation Transportation Ancillary services
cruise hotel charter flight visa
adventure villa luxury coach insurance
honeymoon lodge scheduled flight lift pass
mini-break inn equipment hire
winter sports guesthouse foreign exchange
all-inclusive
23
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 to bluff a hike (prices) room allocation to bargain
crucial to brief to barter an upgrade 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
- 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. 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. CITY TOURS
Attractions of Barcelona
The Barcelona Tours bus
Barcelona is located on the east coast of Spain. It is one of the most popular holiday and weekend
destinations in Europe. Its popularity has inceased greatly since it was the host of the Olympic
games in 1992. Barcelona is a modern, cosmopolitan and cultural city which offers a wide range of
attractions. Tourists are attracted by its architecture, especially buildings desinged by Gaudi and
museums, the most popular of which is the Picasso Museum.
27
Barcelona Bus Tours or "Hop on and hop off tourist buses", as they are colloquially known, are a
popular way to view Barcelona city. The bus tours can be utilised in two different and distinct
ways. You may wish to use the Barcelona Tours bus as a novel means of getting around the city.
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. Alternatively, you may just choose to
experience the full tour in one go, gaining an overview of what the city has to offer and taking note
of particular places of interest to return to.
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.lost or making complaints
When giving a guided tour always remember PIE

- Politeness, especially when answering questions
- Give clear and accurate information.
- Show enthousiasm.
GIVING DIRECTIONS
Exercise: complete the information with the words from the box
opposite over there near from in on up straight ahead in
1. ______ your left you can see the sculpture.

2. Our next stop ______ Barcelona is the famous Magic Fountains in Placa.
3. Did you say the Olympic Stadium is ______ here?
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4. The sports stadium we visited this afternoon is further _______ the hill.
5. You can see the fountains now __________.
6. If you would like to video the show, the best place is ________ the footbridge.
7. I'm afraid you can't swim ________ the fountains.
8. There is a cafe ________.
http:/www.barcelona-tourist-guide.com
http:/www. travel.dk.com
http:/www. timeout.com/barcelona
9. TRAVEL AGENCIES
Travel agencies are shops which sell holiday and travel products, such as car hire, airline tickets,
theatre tickets, etc
Booking procedure:
To complete a booking request you have to provide the following information on the form:
Your name, 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. answer all calls quickly
2. answer with your name and/or your organisations
3. ask how you can help
4. speak clearly
5. use appropriate language
6. smile when you are talking
29
7. sound interested
8. repeat names, phone numbers and details to make sure everything has been understood
The word „TIME―
Examples:
The trains run dead on time.

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.
at any one
time = at
have a any Tte
nice/good particular right/wrong
time moment time to do
something
in time =
before it‘s take your
too late time = do
not rush
TIME
in good
time = with dead on
plenty of time =
time to exactly at
spare the right
time
run out of estimated
time = not time of
have any arrival/depa
time left a time zone rture
30
Educational report
An educational report is designed to help you become more familiar with a new country,
destination or resort. 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. They are designed for people who
want to get away from their daily routine and visit an interesting destination, usually a city. They
normally last three or four days.
Replying to requests
It is very important to make a good impression when responding to inquiries from potential
customers. Of course, the best impression will be made by providing the materials or information
that the perspective client has asked for, this positive impression will be improved by a well
written response.
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. The date can either be
placed double spaced down or to the right. You can also include a reference number for
correspondence.
Important Language to Remember
The Start:
Dear Mr, Ms (Mrs, 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 ... inquiring (asking for information) about ...
We would like to thank you for your letter of ... inquiring (asking for information) about ...
31
Providing Requested Materials:
We are pleased to enclose ...

Enclosed you will find ...
We enclose ...
Providing Additional Information:
We would also like to inform you ...

Regarding your question about ...
In answer to your request (inquiry) about ...
Closing a Letter Hoping for Future Collaboration:
We look forward to ... hearing from you / receiving your reply / welcoming you as our client
(customer).
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.
Example Letter
Jackson Brothers
3487 23rd Street
New York, NY 12009
Kenneth Beare
Administrative Director
English Learners Company
2520 Visita Avenue
Olympia, WA 98501
September 12, 2___
Dear Mr Beare
Thank you for your recent request for information on escorted yourneys to Central and Eastern
Europe..
We are pleased to enclose our latest brochure. 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.
32
We look forward to welcoming you as our customer.
Yours sincerely
(Signature)
Dennis Jackson
Travel Consultant
http:/www.barcelona-turist-guide
WRITTEN TEST ONE
1. Complete the sentences with the words from the box.

excursion trip tour crossing journey
1. We had a very rough _______________ in the Bay of Biscay.

2. His wife is away on a business ________________.
3. The train ____________ from Madras from Bangalore was uncomfortable.
4. There's a volleyball team on _____________ and they want hotel accomodation.
5. There is an interesting ______________ leaving from our hotel to the nearby village.
2. Which of the hotel jobs can be matched with the following duties:
1. __________________ does the hotel‘s finances.

2. ___________________ serves guests at the bar
3. ___________________ carries guests‘ bags
4. ___________________ cleans hotel rooms
5. ___________________ serves guests in the restaurant
3. Complete the sentences with a word formed from the word in brackets.
1. That hotel overlooks a ___________________ valley. (picture)

2. The staff of the hotel will ensure that your stay is as ___________________ as possible. (enjoy)
3. To be a good bookkeeper you need to be ________________ (energy).
4. He is a very ______________ sort of person. (like)
33
5. All rooms are fully _______________ with internet access, minibar and coffee making facilities.
(function)
4. Which words go together?

1. room, occupancy a) standards
2. upmarket, deluxe b) rate
3. maintain, keep up c) bed
4. wheelchair, Internet d) location
5. quite, suitable e) staff
6. four-poster, king-size f) hotel
7. helpful, polite g) access
8. magnificent, lakeside h) views
5. Write sentences using expressions have/get done
1. The hot tap in room 31 leaks.
(fix) __________________________________.
2- Some of the light bulbs don‘t work.
(replace) _______________________________.
3. The carpet in the lobby has a stain.
(clean) ________________________________.
4. There isn‘t enough wood for the fireplace.
(deliver) _______________________________.
6. Which word is the odd one? Circle the word which doesn’ belong to each group.
1. charter scheduled long-haul upgrade
2. guesthouse chalet motor house lodge
3. full bord surcharge half bord bed and breakfast
4. villa visa foreign exchange insurance
5. safari currency honeymoon weekend break
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7. Complete the sentences with the correct adjective.
1. They were surprised/surprising to see the size of the bill.
2. The hotel is situated in a charmed/charming village
3. The guests were very satisfied/satisfying with their stay.
4. The lack of hygiene in the kitchen was disgusted/disgusting.
8. Use the words from the box to describe the problems.
stained stuck
torn dripping dusty
1. The pillowcase is ____________________.

2. The shower curtain is _________________.
3. The faucet is __________________
4. The window is ________________ and I can‘t open it
5. I‘m afraid the room is terribly ____________________.
9. Complete the text with a, an, the or no article.

Big hotels use _______ individual deposit boxes for personal property such as _______ jewellery
or ______ money. ______ boxes are stored in individual safes which are secured by two locks.
______ first lock is opened ny ______ key that is common to every safe; this key is held by
_______ cashier. ______ second key is has ______ individual key which is issued to ______ guest.
10. HOTEL RESERVATIONS
When taking a reservation the basic questions are; when, how long, who, what type of room. In
addition they may also ask for a phone/fax number, an address, and postcode, the company the
guest is with, payment details, flight details, arrival time, car registration number, nationality etc.
35
Indirect questions
- When asking questions it is often more polite to use an indirect form.
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 if/whether subject + verb ?

Do you have any idea when
Could you tell me how much
I was wondering what time
- We can also use a past tense to make a question less direct:

How much did you want to pay, sir? (= how much do you)
Indirect Speech / Reported Speech
Indirect speech (sometimes called reported speech), doesn't use quotation marks to enclose what the person said
and it doesn't have to be word for word.
When reporting speech the tense usually changes. This is because when we use reported speech, we are usually
talking about a time in the past (because obviously the person who spoke originally spoke in the past). The verbs
therefore usually have to be in the past too.
TENSE CHANGES
Direct Speech Indirect Speech

simple present simple past
He said, “I go to school every day.” He said (that) he went to school every day.
simple past past perfect
He said, “I went to school every day.” He said (that) he had gone to school every day.
present perfect past perfect
36
He said, “I have gone to school every He said (that) he had gone to school every day.
day.”
present progressive past progressive
He said, “I am going to school every He said (that) he was going to school every day.
day.”
past progressive perfect progressive
He said, “I was going to school every He said (that) he had been going to school every
day.” day,
future (will) would + verb name
He said, “I will go to school every day.” He said (that) he would go to school every day.
future (going to) present progressive
He said, “I am going to school every He said (that) he is going to school every day.
day.”
past progressive
He said (that) he was going to school every day
auxiliary + verb name simple past
He said, “Do you go to school every He asked me if I went to school every day.*
day?” He asked me where I went to school.
He said, “Where do you go to school?”
imperative infinitive
He said, “Go to school every day.” He said to go to school every day.

simple present + simple present simple present + simple present
He says, “I go to school every day.” He says (that) he goes to school every day.
present perfect + simple present present perfect + simple present
He has said, “I go to school every day.” He has said (that) he goes to school every day.
past progressive + simple past past progressive + simple past
He was saying, “I went to school every He was saying (that) he went to school every day.
day.”
past progressive + past perfect
He was saying (that) he had gone to school every
day.
future + simple present future + simple present
He will say, “I go to school every day.” He will say (that) he goes to school every day.
37
can could
He said, “I can go to school every day.” He said (that) he could go to school every day.
may might
He said, “I may go to school every day.” He said (that) he might go to school every day.
might
He said, “I might go to school every day.”
must had to
He said, “I must go to school every day.” He said (that) he had to go to school every day.
have to
He said, “I have to go to school every day.”
should should
He said, “I should go to school every day.” He said (that) he should go to school every day.
ought to ought to
He said, “I ought to go to school every He said (that) he ought to go to school every
day.” day.
Messages
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
A conference is a formal meeting or series of meetings between people who share the same
interests. It often involves both lectures and discussions in smaller groups.
A convention is a conference of people who do a particular job or who belong to a particular
political party. The word is used especially in America.
http:/www.learnenglish.de
11. SEEING THE SIGHTS
Tourist attractions usually belong to one of four categories:

Natural attractions like the landscape, mountains, rivers or coasts.
Built attractions, architectural features. They include historic sites, monuments, museums
and theme parks.
Festivals and events are like built attractions. Many were not originally aimed at tourists.
Entertainment and leisure. Theatre, nighclubs, zoos and shopping centres are examples of
this type of tourism. Tourists use them while on holiday in major tourist resorts.
Some of the world tourist attractions

1. The Taj Mahal. It's calm and peaceful, one of the seven wonders of the world., it took 22
years to build it, 20.000 workmen worked on it, it was completed in 1648.
2. Walt Disney World. It's best to stay on the site, Sequoia Lodge is recommended where
there is a souvenir shop, a playground and a free minibus service to the resort.
3. Niagara Falls. Open 24 hours a day, all year round, parks are free. From May to September
there is a charge for parking your car. From May to October there are boat rides for which it
is a good idea to wear a raincoat.
Vocabulary
Religious buildings Historic buildings Places of natural beauty
cathedral castle gorge
mosque tower canyon
temple palace glacier
39
Exercise: match the places with the definitions:
1) canyon a) special time for celebrations and ceremonies
2) palace b) deep valley with very steep sides of rock
3) cathedral c) large mountain with a hole in the top
4) festival d) place where monks live
5) valley e) large house built for a royal family
6) monastery f) lowland between lines of hills and mountains
7) stately home g) very large church
8) volcano h) large house in the countryside
Tourist Information Centre, is a physical location that provides tourist information to the visitors
who tour the place or area. It may be:
A visitor centre at a specific attraction or place of interest, such as a landmark, national

park, national forest, or state park, providing information (such as trail maps, and about
camp sites, staff contact, restrooms, etc.) and in-depth educational exhibits and artifact
displays (for example, about natural or cultural history). Often a film or other media display
is used. If the site has permit requirements or guided tours, the visitor center is often the
place where these are coordinated.
A tourist information centre, providing visitors to a location with information on the

area's attractions, lodgings, maps, and other items relevant to tourism. Often, these centres
are operated at the airport or other port of entry, by the local government or chamber of
commerce. Often a visitor center is called simply an information centre.
Dublin
The capital of Ireland as well as its largest city. The name comes from the Irish term Dubh Linn
that roughly translates to black pool.
40
It was once a settlement of the Vikings, and during the Norman invasion, it became the main city.
Today it is the historical and cultural centre of Ireland. It is also the nucleus for the region's
education, economy, arts, and politics.
Since it is the capital city, one will expect a multitude of activities to keep guests preoccupied.
Sports enthusiasts can enjoy sailing, cycling, even indoor surfing and skiing. There are also pubs
and nightclubs to keep you entertained, as well as restaurants and cafes that let you taste local
flavor as well international cuisine. Several events are also lined up all the year round including but
not limited to festivals and celebrations around Irish dance and music.
Visitors can walk around the city or participate in the tours to appreciate the immensity of its
history and culture. There are numerous churches and castles including the Aras an Uachtarain,
home of the president of Ireland. Other sites include the Dublin Castle and Christ Church
Cathedral. The Georgian section of the city is also intact and provides another side of the city. A
good starting point is the Custom House, which is also used for government offices. The oldest
Georgian street is the Henrietta Street, where excellent examples of the period's architecture are
shown. The Phoenix Park is the largest one of its kind in Europe. It was completed in the 1700s.
Accommodation is not hard to find in a large city like Dublin.
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.
If I were you I'd get there early.
The best thing for you to do is to take the bus.
You might like to think about going to Dublinia.
How Guinness is made
Guinness is a popular Irish beer that originated in the brewery of Arthur Guinness (1725–1803) at
St. James's Gate, Dublin. 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. A distinctive feature is
the burnt flavour which is derived from the use of roasted barley. For many years a portion of the
41
drink was aged to give a sharp lactic flavour, although Guinness has refused to confirm whether
this still occurs. It is popular with Irish people both in Ireland and abroad and, in spite of a decline
in consumption over recent years, is the best-selling alcoholic drink of all time in Ireland where
Guinness & Co. makes almost €2 billion annually.
Ingredients used to make Guinness
barley yeast coffee hops sugar maize water vanilla
The processes and their definitions:
Boil heat a liquid until it turns into a gas

Feed supply something slowly but constantly
Pump push a liquid througha pipe
Grind break something into very small pieces
Strain separate solids from a liquid
Mix combine two or more liquids into one
THE PASSIVE
We form the passive by using the appropriate form of BE + Past Participle. Modal verbx
can go before the passive form.
Christ Church Cathedral was built in 1172.
After being fermented the yeast is removed from the mixture
The beer must be matured for 10 days before being transferred to the kegs.
We often use the passive for descriptions of processes when we are not interested in who
performs the action.
The grist is fed along the pipe and is mixed with the water,
http:/www.enwikipedia.org
http:/www.guinness.com
http:/www.ebbokireland.com
42
12. LAND OF SMILES
Ecotourism is: "Responsible travel to natural areas that conserves the environment and improves
the well-being of local people." (TIES, 1990)
Principles of Ecotourism:
Ecotourism is about uniting conservation, communities, and sustainable travel. 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, environmental, and social climate
Responsible Tourism: Tourism which operates in such a way as to minimize negative impacts
on the environment. A wilderness camping trip using "Leave No Trace" ethics would be
considered responsible tourism while dune buggy tours would not.
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.
Many of these impacts are linked with the construction of general infrastructure, such as
roads and airports, and of tourism facilities including resorts, hotels, restaurants, shops, golf
courses and marinas.
43
The environmental impacts of tourism are legendary. The industry has destroyed thousands of
kilometres of natural coastline all around the world through the building of hotels and other resort
elements. 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.
Vocabulary
Ecotourism environmentally-friendly tourism
Rubbish things that have been thrown away
Conservationist person who tries to protect the environment
Resort place where people often go on holiday
Ecosystem how all plants and animals all relate to each other
Environment the conditions that animals and plants live in
Expedition long journey to a dangerous place
Verb Noun
damage damage
solve solution
benefit benefit
protect protection
donate donation
destroy destruction
Thailand
Thailand has been a popular holiday destination for many years. Holidaymakers are attracted by
the beaches, landscape, opportunities to go trekking and the warm welcome with which they are
greeted by the Thai people. Thai people are famous for their friendliness. The most popular tourist
destinations are Bangkok (the capital), Chiang Mai in the north and Phuket in the south.
44
Defining relative pronouns
Sangkran is a Thai festival which/that celebrates the Buddhist New Year.

A monk is a man who/that performs religious ceremonies.
We use which, that or who for defining things and people.

We use which or that for objects and who or that for people.
Non-defining relative pronouns
We also use which or who when we want to give extra information.

The extra information is shown between commas
The New Year, which is an international festival, is celebrated in April.

The Thais, who are Buddhists, celebrate many different festivals.
http:/.geointeractive.co.uk
http:/www.asiatravel.com
http:/untamedpath.com
13. ENJOY YOUR STAY

St. Petersburg
St Petersburg, which is Russia's second largest city after Moscow, is situated in the northwest
corner of the country. Like Amsterdam or Venice, it is a „water city― as it spreads over more than
forty islands separated by a network of rivers and canals. Rich in history and considered one of the
most beautiful cities in Europe, St Petersburg attracts tourists interested in visiting the baroque
monasteries and neo-classical palaces and enjoying the stunning scenery. The top attractions of the
city are the Russian Museum, the Hermitage and the Church of Spilled Blood.
45
Checking Out
Check-out procedures follow an established pattern. 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. It says here there was a call yesterday evening.
Stay calm, apologise and offer to correct mistakes immediately
Oh yes, I do apologise, we have made a mistake here. That should be ...
46
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.
Vocabulary
Upgrade improve the category of something
Upsell convince a client to purchase an upgraded service
Guest registration check-in
Availability number of rooms that are free
Corporate rate special price offered to businesses
Flat charge 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. Upselling implies selling something that is more profitable or otherwise
preferable for the seller instead of the original sale.
THE FIRST AND SECOND CONDITIONALS
First Conditional
If + present simple future
If it's hot tomorrow, 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.
Second Conditional
If + was/were/past simple would/could/might + infinitive
If I was rich I could buy a yacht.
If Peter got that job we'd move to Edinburgh.
47
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. (I'm not rich.)
We use it to talk about the future when the event in the if-clause is unlikely to happen.
We'd move to Edinburgh if Peter got that job. (I don't think that he will get the job.)
http:/travel.dk.com
14. GETTING AROUND
Air travel is a form of travel using an airplane.The comfort experienced when traveling by air
depends on several factors starting with the airport, the choice of the airline and the travel
class.Travel class on an airplane is usually split into a two, three or four class model. US Domestic
flights usually have two classes: Economy Class and a Domestic First Class. International flights
may have up to four classes: Economy Class, Premium Economy, Business Class and First Class..
The price difference between an economy class ticket and a first class ticket, however, are often
extreme. Most air travel starts and ends at a commercial airport. The typical procedure is check-in,
border control, airport security baggage and passenger check before entering the gate, boarding,
flying and pick-up of luggage.
Check-in procedure
Air travel changed in many ways after the terrorist attack on the World Trade Center on 11
September 2001. 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.
1. departure lounge area where passengers wait

2. delay slow down or cause to be late
3. checked baggage bags that do not get on a plane
4. gate security area where you get on a plane
5. board get on a plane, train or boat
Scheduled flight: a plane service that flies at the same time every day, every week. 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, These flights are often subject to delays.
48
Holiday Travel Information
From the web page of the UK Holiday Travel Office with information for visitors with town travel
guides, tourist attractions, sightseeing, hotels and holiday home accomodation:
We have holiday parks all over Britain
With tourist information on towns and cities to visit, and their tourist attractions, from museums to
historic houses, 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.
For that stay in the countryside we also have a range of self catering accommodation in holiday
Cottages.
If you are visiting London, or just want to know some more about it, we have our Tourist
Information on London guide which covers most major attractions and some less-well known ones
as well.
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.
One of the most popular areas to visit is the dramatic Lake District, popular with walkers, our
Cumbria Tourist Information Office will tell you where to visit and also features major towns to
visit such as Kendal.
Modal Verbs (obligation)
We use must / mustn't / have to for strong obligation

You mustn't stand up during take off or landing.
We also use can for strong obligation
You can't carry dangerous articles in your bags.
We use should / shouldn't for recommendations or advice
Cabin crew should be friendly.
We use don't have to for something that is not necessary
You don't have to check-in two hours before the departure.
49
Tips for Driving in New York City
Visitors are not encouraged to drive in New York City, but there are some times when driving in
New York City cannot be avoided.
1. Don't Drive in New York City

Most visitors to New York City will be better served by taking a train, bus or plane into New York
City. Once you're in New York City, most people find that they don't need a car, because you can
easily take taxis or the subway to get where you're going.
2. No Turn on Red
If you have still decided to drive in New York City, you should be aware that unlike nearly every
other place in the U.S., you cannot make a right on red.
3. Pay Attention to Signs
There are many major avenues where you can't make a left turn during certain hours, so keep an
eye out for signs.
4. Watch out for Pedestrians
People are everywhere in New York City. so keep your eyes out for people wherever you are
driving, whether you're near a crosswalk or not.
5. Bring Quarters
If you ever want to park at a meter, you'll be very glad to have a (large) stash of quarters in your
car with you.
6. Plan for Parking
It's amazing how one parking garage can charge one rate and across the street the price will be
entirely different.
7. 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,
it says "up to half an hour." Depending on where you are, you'll find that rates often "top out" after
just a few hours.
8. Pay Attention to Street Signs
When you see an empty block, there is often a good reason that people aren't parked there. Street
parking in Manhattan is at a premium, 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. .
9. Don't Get Towed
50
It's way cheaper to pay for (often overpriced) parking in a lot than to risk getting your car towed.
10. Parking Tickets Happen 24/7
Whether it's the middle of the night or a Sunday afternoon, if you park illegally, you are very likely
to get a ticket.
11. Remember Where You Parked Your Car
If you park in a garage, the claim ticket should have the address of the garage on it, but if you're
parked on the street, it can be tough to remember exactly where you parked after a long day in New
York City. Write down the address and cross streets where you've parked.
http:/ gonyc.about.com
Prepositions
Complete the travel guide information with the correct preposition.
between in on within into inside through at from off to
Getting around Sydney
In general, the best way to see Sydney's many sights and attractions is ______ foot, coupled with
use of the public transport system. Buses, trains and the new light railway will take visitors to
__________ easy walking distance of anywhere _________ the city centre. Passenger ferries
provide a fast and scenic means of transport between the city and the harbourside suburbs.
Only single tickets can be purchased _________ bord regular buses and are bought ________ the
driver. If you are using a TravelPass you must insert it _________ the automatic stamping machine
as you get __________.
http;/www.en.wikipedia.org
http;/www.touruk.co.uk
51
15. 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), and numerous smaller islands, most notably
Stewart Island/Rakiura and the Chatham Islands. The indigenous Māori language name for New
Zealand is Aotearoa, commonly translated as The Land of the Long White Cloud. The Realm of
New Zealand also includes the Cook Islands and Niue. New Zealand is notable for its geographic
isolation: it is situated about 2,000 km (1250 miles) southeast of Australia across the Tasman Sea,
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,
Activities associated with different geographical features

mountains: rock climbing, hiking, camping, biking
rivers: canoeing, rafting, kayaking, fishing
beaches: surfing, windsurfing, scuba diving, snorkelling, waterskiing, swimming
lakes: fishing, sailing, power boating
deserts: hiking, camping, camel treks
rainforests; wildlife spotting
glaciers; skiing, snowboarding, snowmobiling
Selling tours:
The following phrases are useful when selling tours
give some general information
The scenery here is very spectacular.
Describe any local star sights
52
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.of
booking: Changes made 48 hours or more before 1201AM (Eastern Time Zone) on the day of
arrival are subject to a penalty. 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. Changes made after 1201AM
on the day of arrival are subject to a 100% penalty.
The following phrases are useful when confirming changes in writing
With reference to your phone call today ...
We are writing to confirm the change to your booking
We hope you enjoy your tour with ...
http:/www.en.wikipedia.org
http:/gomyc.about.com
16. EATING OUT
Food is an integral part of any tourism experience. Most tourists expect to try dishes that are
different, and usually they have high expectations as to the standard of food they are served. 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. Now many places
include their local dishes, wines or other drinks as part of their tourism identity.
French cuisine is a style of cooking originating from France, 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. Many dishes that were once regional
have proliferated in variations across the country. Cheese and wine are a major part of the cuisine,
playing different roles regionally and nationally with many variations.
53
Paris Food and Dining
Paris is one of the world's great gastronomic capitals-- and no matter what your budget, no visit to
the City of Light is complete without sampling some of the wonderful culinary pleasures on offer
here, from restaurants and cafes to bakeries, food markets, and gourmet events.
You will find that there are thousands of different cafes and restaurants in Paris alone, which will
range from the small traditional bistro, but there are also restaurants that range right up to top table
and haute cuisine. 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, time after time, 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.
1. made with a) cook in an oven using oil or fat
2. range of b) list of ingredients in a dish
3. stuff with c) accompanies a main dish
4. roast d) fill with something
5. bake e) cook in oil or fat in an oven or over a fire
6. served with f) number of similar things
Describing dishes
name the dish
Rtatouille is ...
name the main ingredient and how it is prepared
is fried chicken ...
is made with ...
say how it is served
served with white wine or garlic ...
comes with a salad
always sound enthousiastic when recommending dishes
The chicken is our house speciality.
54
Think of three popular dishes in your country and prepare a description of them for foreign
tourists.
Countable and Uncountable Nouns
Some nouns are countable which means you can use either the singular or plural form of the noun.
Example: Book - a book - some books.
Most of the nouns are countable. You can combine them with numbers, e.g one, two or three. Here
is an example:
one pencil
two pencils
three pencils
etc.
Other nouns are uncountable which means you can use ONLY the singular form of the noun.
Example: information - some information
Exercise: look at the words in the box. Put them in the correct column.
grape bread banana apple juice tomato chocolate prawn rice water
vegetable
Countable Nouns Uncountable Nouns

_______________ ________________
_______________ ________________
_______________ ________________
_______________ ________________
_______________ ________________
55
Complaining about food
The following phrases are useful when complaining about food:
too + adjective
It's too hot.
not + adjective + enough
The water isn't cold enough.
there + be not + enough + noun
there isn't enough ice.
over/under + past participle
The steak is undercooked.
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.
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, one escargots …
http:/www.en.wikipedia.org
56
17. PROMOTING A DESTINATION
Identifying the strengths and weaknesses of tourist destinations

The table lists positive and negative features of Britain as a tourist destination.
Strengths Weaknesses
Friendly people Lack of foreign language skills especially good
quality on site interpretation in other languages
Historic cities/pleasant countryside Litter and pollution, particularly in London and
Attractive coastline on some polluted beaches
Good shopping facilities
Many types of accomodation Limited supply of modern budget accomodation
Good network of Tourist Information Centres in urban areas and on transit routes
Limited booking services for some types of
accomodation (e.g. self-catering and farmhouses)
Channel Tunnel Insufficient investment in connecting road/rail
Toll-free motorways transport links
Widespread availability of lead-free petrol High rail/tube fares
Perceived difficulty of driving on the left
Wide variety of good cuisine Perceived high costs
Perceived low quality by some tourists
Good chouce of language schools Variable standards
High standards of health and hygiene Poverty and viloence in a number of inner cities
Free press/media
Politically stable
Attraction of the Royal Family/historical
traditions/ceremonies
Advertising and publicity

In general terms, travel and tourism marketing takes existing and/or potential customers/visitors
and classifies them into market segments based upon their preferences. The most promising
segments are then chosen as target markets to which communications strategies (advertising,
publicity and sales promotion) are directed. Here, market research information becomes extremely
important.
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
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).
Competition in travel and tourism marketing

Travel and tourism marketing is a very-large field with high-power competition in most marketing
segments. This is clearly evidenced by the tremendous amount of advertising and publicity
messages (newspapers, magazines, TV, Radio, Direct Mail, etc.) and the Internet (websites, search
engine listings, blogs, etc.) and also by airline and cruise line promotions. 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, D. (2007) “Careers in Hospitality and Tourism Management” Instudy.com

http;/www.university-essays.com
Advertising and publicity

Use the words and expressions in the box and add as many words as you can.
stickers brochures leaflets

lobbying trade fairs competitions
receptions sponsorship billboards
commercials exhibitions publicity
special offers press releases discounts
posters promotional videos talks and presentations
58
ADVERTISING - PUBLIC RELATIONS -
POSTERS PUBLICITY
PROMOTIONS -
DISCOUNTS
Describing itineraries
CUBA
DAY 1 DAY 5
Depart London mid-morning Tuesday on VIASA via City tour, including Moncada barracks, which Fidel
Caracas. Arrival late evening in Havana. Direct to the Castro and a group of followers failed to storm in
Hotel Plaza, opposite Central Park in old Havana, the 1953 in an early attempt to seize power. Good
area famed for its Old Spanish Days. Museums in Santiago include the Casa Velasquez
DAYS 2-3 dating back to the 16th century.
Explore Havana. Visit to a nahdicraft centre and the DAY 6
Guanabacoa museum on the outskirts of Havana, which Excursion to the Basilica in El Cobre, a village 18
has rooms dedicated to the influence of African cultures miles nortwest of Santiago. Transfer to airport and
on Cuba. Free time to wander the streets and appreciate the return to Havana. Accomodation in the Plaza Hotel.
city's fine architecture. DAY 7
DAY 4 Return home.
Visit to a cigar factory. Tranfer to the airport for the flight
To Santiago de Cuba in the east of the island, famed for its
Buildings and beautiful settings.
59
18. 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. Because of that, a mass tourism
development concept is by now considered as undesirable, old-fashioned and of low potential in
terms of its ability to generate noticeable economic effects. Along with the growth of the global
tourism market, a more sophisticated tourism demand has emerged, looking for more than just a
sun, sand and sea holiday package. Such trends have encouraged the development of many diverse
activities for tourists, known today as the special interest tourism. Tourism today continues to
offer package tours, but at the same time attempts to see the tourist as an individual. Two key
issues here are:
1. how to respond to individual tastes, and so promote difference in tourism
2. how to respond to each tourist‘s rights and so promote equality in tourism
Special Interest Tours for example on art, culture, religion, hobbies, etc or tailor made itineraries
on the following subjects: antiques; archaeology; cars (factories, museums); castles; cuisine
(cooking courses); fashion (Paris, Florence, Munich); heritage and ancestor tracing; horse breeding
and races; open air museums; stamp collectors; wine tours for connoisseurs (France, Italy,
Germany); painting classes in Giverny (France) ...
Vocabulary
Match the words with the nouns.
1. issue a) the situation
2. cancel b) an invoice
3. submit c) the booking number
4. quote d) a holiday
5. rectify e) the difference
6. refund f) a request
7. take out g) insurance
Types of special interest holidays:

whale watching painting yoga gourmet cooking
garden tours scuba diving hiking dog-handling
60
Agreeing and disagreeing
1.We often show agreement by repeating an idea or adding a supporting idea.
You're right. It's expensive.
Yes, I agree. We should charge them more.
2. 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. It'd be very expensive.
THE THIRD CONDITIONAL: NO POSSIBILITY
The first and second conditionals talk about the future. With the third conditional we talk about
the past. We talk about a condition in the past that did not happen. That is why there is no
possibility for this condition. The third conditional is also like a dream, but with no possibility of
the dream coming true.
Last week you bought a lottery ticket. But you did not win.
IF condition result
Past Perfect WOULD HAVE + Past Participle
If I had won the lottery I would have bought a car.
Notice that we are thinking about an impossible past condition. You did not win the lottery. So the
condition was not true, and that particular condition can never be true because it is finished. We
use the past perfect tense to talk about the impossible past condition. We use WOULD HAVE +
past participle to talk about the impossible past result. The important thing about the third
conditional is that both the condition and result are impossible now.
61
Sometimes, we use should have, could have,
might have instead of would have, for
example: If you had bought a lottery ticket,
you might have won.
Look at some more examples in the tables below:
IF condition result
past perfect WOULD HAVE + past participle
If I had seen Mary I would have told her.
If Tara had been free yesterday I would have invited her.
If they had not passed their exam their teacher would have been sad.
result IF condition
WOULD HAVE + past participle past perfect
I would have told Mary if I had seen her.
I would have invited Tara if she had been free yesterday.
Their teacher would have been sad if They had not passed their exam.
www.developtourism.com
www.englishclub.com
62
WRITTEN TEST TWO
1. Rewrite these sentences as indirect questions, using the words in the brackets.
1. ―Does Peter speak French? (she wanted to know)
__________________________________________________________________________
2. ―How old is your mother?‖ (he asked)
__________________________________________________________________________
3. ―Why didn‘t he come to our party?‖ (they inquired)
___________________________________________________________________________
4. ―Did you lend Peter your mobile phone?‖ (she was wondering)
___________________________________________________________________________
5. ―Have you seen my new car?‖ (he asked)
___________________________________________________________________________
6. ―Why wasn‘t he here yesterday?‖ (she demanded to know)
___________________________________________________________________________
2. Write who, that or which to complete these sentences.
1.Peter, ___________ I had seen earlier, wasn0t at the party.

2.The dog, ____________ had been very quiet, suddenly started barking.
3.I didn‘t receive the letters ___________ she sent me.
4.Is this the person ___________ stole your handbag?
5.The old man, ___________ had been injured in the ccident, looked very frightened.
3. Match the words or phrases with these definitions.
1. corporate rate a) improve the category of something

2. upgrade b) number of rooms that are free
3. flat charge c) convince a client to purchase a better service
4. availability d) special price offer to businesses
5. upsell e) fixed price that doesn‘t change
63
1. ________ 2._______ 3. _______ 4- _______ 5- ________
4. Complete the sentences with the missing words
person who tries to protect the environment c________________

people who go walking in the mountains t________________
place which is built especially for tourists r________________
things that have been thrown away r________________
deep valley with very steep sides of rock c________________
5. .Which word is the odd one?
1. jungle trek forest glacier

2. rainforest beach island fjord
3. mountain hill volcano lowland
4. desert lake river fjord
5. snail shrimps salmon cod
6. courgette cabbage cheese aubergine
6. Match the processes with the definition.
1. boil a) supply something slowly but constantly

2. grind b) push a liquid through a pipe
3, feed c) break something into very small pieces
64
7. Complete these sentences using the words in brackets.
For example:
_________________________ to the conference even if you invited him. (he / not / come)
He wouldn’t come to the conference even if you invited him.
1 Would you move to our Taiwan office if _________________________ ? (you / can)
2 If you were in my position, how _________________________ with this crisis? (you / deal)
3 They wouldn‘t do business with us if they _________________________ our terms
favourable. (not / find)
4 If you look at our catalogue, you _________________________ how much we have expanded
our product range. (see)
8. Complete the text with the words in the box.
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. You are also __________ carry your
license with you whenever you are driving. You __________ drive without wearing a seat belt.
Driving is not the ideal way to get around central Sydney, although a car _________ be very
convenient for journeys into the suburbs. If you are planning to use a car you __________ buy a
good street directory.
The city center is often congested and it ___________ be difficult to find a parking place. You
___________ pay at a metre after 6.30 pm
At some intersections drivers are ____________ make a left hand turn at a red light, but
___________ give way to pedestrians.
65
REFERENCES:
1. Strutt, P. ((2003): English for International Tourism (Intermediate Student’s Book), Longman
2. Dubicka, I. (2003): English for International Tourism, (Pre-Intermediate Student’s Book),
Longman
3. Harding, K., Henderson, P. (1996): High Season, English for the Hotel and Tourist Industry,
Oxford University Press
4. Harrison-Paj, E. (2003): English for the Catering Industry, Školska knjiga
5. Eastwood, J. (1999): Oxford Practice Grammar, Oxford University Press
6. Esteras, S. R., Fabre, E.M. (2007): Professional English in Use. Cambridge University Press
7. Bardgett, L., (2000), The Tourism Industry, House of Commons Library
66

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University of Split

University Centre for Professional Studies

Foreign Languages Department

Course title: Business English

Lecturer: Ivana Vodogaz

Split, May 2010

Obrazloženje utroška vremena prema vrstama studijskog opterećenja:

60 sati seminara = 2 ECTS

Nastavnici i/ili I. Vodogaz, prof, predavač

Source: Bardgett, L., The Tourism Industry (2000)

Hotels and other tourist accomodation

accomodation be customs documents find out

1. ________ about the local news and customs.

Ecercise: Put the words (1-9) into the appropriate spaces.

1. winter sports 4. safari 7. adventure

a. a relaxing ___________ holiday with old-fashioned hospitality on a family farm

frightening relaxing for the family

Exetcise: match the nouns in A and B

THE SPANISH TOURIST INDUSTRY

IRELAND FACT FILE

History Recent developments The present situation

Duties will often include:

allocating rooms to guests

The word SKILL

A highly skilled chef can earn a lot of money.

1. A CV should be no longer than two pages.

The following tips are useful when writing covering letters:

What kind of travel and tourism do we know?

WHY PEOPLE TRAVEL

Leisure tourism Business tourism

Which of the following would attract tourists to Los Angeles?

beaches people culture food tradition historic monuments wildlife

beach village hills mountains

1 rolling 2.low-rise 3. quaint 4. relaxed 5. spectacular

6. unspoilt 7. ruined 8. secluded

An example of a hotel brochure advertising its facilities.

Hotel Facilities and Services

Have/get something done

1. stunning a) very light

facilities restaurant cleanliness comfort services

Hotel Site Inspection Checklist

How far from public transportation?

Are guest room furnishings adequate and well maintained?

Is the lobby attractive and spacious?

Banquet Room/Food and Beverage:

How many meeting rooms does the hotel have?

Does the hotel have an emergency plan?

What does a hotel manager do?

When describing required skills and qualities use expressions:

When dealing with guests you should always:

Some of the rules about the use of articles:

cross crossed point stick tail

1. She completely missed the ________________.

Dealing with complaints

Duty manager is reponsible for the guest's complaints and querries.

A group of guests arrives unexpectedly. How to deal with this situation?

The Barcelona Tours bus

When giving a guided tour always remember PIE

opposite over there near from in on up straight ahead in

1. ______ your left you can see the sculpture.

Using the telephone – Useful tips

The word „TIME―

The trains run dead on time.