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English for International Tourism_Upper Intermediate_Coursebook

English for International Tourism_Upper Intermediate_Coursebook

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Tourism textbook in English, learn about international tourism in English
Tourism textbook in English, learn about international tourism in English

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English for International

OUflsm

Course Book
Miriam Jacob & Peter Strutt

Pea rson Education Limited
Edinburgh Gate, Harlow, Essex, CM20 2JE, England and Associated Companies throughout the world. vvww. longman.com CAddison Westey Longman Limited 1997 All rights reserved . No part of this publication may be reproduced , stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without the prior w ritten permission of t he Publishers . First publi shed by Add ison W esley Longman Lim ited 1997 Eleventh impression 2005 Set in Syntax 8.7S/ 12pt Printed in Spain by Graticas Estell a
ISBN 0 5B2 23753 X

Acknowledgements
The authors and publishers would like to t hank the following consultants and teachers for commenting on t he manuscript: Sarah Louise Moss, Joelle Bajollc, Ana Maria Ped ucci, Alison Gisvold, Susan Karaska and especially Diane Conrad- Daubrah, who prOVided inspiration as well as material for the book . Also students at the University of West minster and Ham pstead Garden Suburb Institute w ho piloted materials. We are gratefu l to all those working in the travel business w ho gave freely of their time and expertise and w ho agreed to be interviewed for the book, in particu lar: Christopher Khoo of the Singapore Tourist Board; Suzan ne Bassett, Sales Executive , China Travel Service (U K) Ltd; Miss Cumberbatch, Sales Manager, Barbados Tourist Authority; Lud w ig Szeiler, Prof Dr Dietrich W ildu ng. Cu rator, Agyptisches Museum, Bertin. We would like to thank the following for providing help and information: David Blair at the Welsh Office, Cardiff, Idwal Williams, the plan ning officer for the LlanberiS area, and Arlon County Council; Elmeda Shelly of t he Welsh Tourist Board; John Swarbrick; Bodo Hamel of t he Berlin Tourist Office; Jill Smillie at Conference Venues, and Dawn Ellis and Pauline Thomas at Conference Contacts; Andrew Rusack, Sales Manager for East of England , Going Places; Gary Lewis, Senior Manager, Ground Operations, Air UK Ltd , Stansted Airport; Bill Craig of American Express Training Dept; Emily F. Jacob. Also: British Tourist Board; Egyptian State Tourist Office ; Irish Tourist Office; Intou rist; New Hampshire Office of Travel and Tourism Development, USA. The authors wo uld also li ke to thank the editorial team , Stephen Nicholl, Sue Ullstein, David Riley and janet W eller, and the publisher, Gillian Rod rigues, for t hei r ded ication and com mitment to the book. We are grateful to the following f or permission to reproduce copyright material: Addison Wesley Longman for extracts from LONGMAN ACTIVE STUDY DICTIONARY, © 1991 and INTERPERSONAL SKILLS FOR TRAVEL AN D TOURISM by Jane Lisa Burton 1995; American Express for an adapted training manual text, Brit ish Airways Holidays ltd for ada pted extracts f rom a letter by Brian Eustace, Golf Manager on behalf of British Airways and a Brit ish Airways Holiday feedback questionnai re; British Tourist Auth ority/English Tourist Board for adapted extracts from the articles 'Value of Tourism in the UK' &. 'Tourist Spending Breakdown' from t he leaflet NATIONAL FACTS OF TOURISM, an adapted extract f rom BRITAIN'S STRENGTHS AND W EAKNESSES: GUIDELINES FOR TOURISM TO BRITA IN 1991-1995 and an extract from the artide 'Dock lands turns its attention to tourism gro\'/th' in TOURISM ENTERPRISE , January 1993; Commuter Publishing Partnership for an adapted extract from the article 'How to write a CV' by Eleni Kyriacou from M IDWEEK MAGAZINE, 1990;

Consumers Association for an adapted extract from t he article 'Tourism the Destroyer - Plans for tourism development..' in HOLIDAY W HICH? March, 1990; EMI Music Publishing ltd trading as Elstree Music, London WC2 H OEA for words to the song SUMMER HOLI DAY Words and Music by Bruce Welch and Brian Bennett, © 1963; The Financial Times ltd for an extract from the article 'When it pays to complain' by Diane Summers in FI NA NCIAL TIM ES 28 July, 1994; The French Publishing Group f or an adapted ext ract f rom YHR GRAND LOUVRE GU IDEBOOK by Jerome Coignard , Joel Girard and Christophe Lagrange, trans. Nigel Hollidge; Guardian Media Group pic for a slightly adapted ex tract from th e article 'A tale of two cities as intrep id trio lose out on American dream ' by John M ullin in THE GUARDIA N, September, 1993; lntouri st ltd for an adapted extract from 'Tailor- made booking req uest f orm' in t he brochure RUSSIA BEYOND 1994/1995; Lynton Cooper Travel (London) Ltd for an adapted extract from the brochure SKI THE AMERICAN DREAM · SK I AMER ICA; M iller Freeman Technical Lt d for extracts from articles 'Cut-and-thrust of contracting' and 'Room at t he top' in TRAVEL TRADE GAZETIE 14.6.90 &. TRAVEL TRAD E GAZETTE EUROPA; Pergamon Museum/Accoustiguide GmbH for ext racts t ranscribed from PERGAMON ENGLISCH ACCOUSTIGUIDE (1991) by John Julius Norwich ; Saga Studio for an adapted extract from t he 'Pacif ic Cruise Company' brochure SAGA CRU ISE COLLECTIO N - March 1994-February 1995; Times Newspapers Ltd for an extract from th e aritcle 'Promotion to the rank of flyer first class· by David Churchill in THE SUN DAY TIMES, 21.11.93. © Times Newspapers Ltd , 1993; United Nation s Environment Programme for an adapted extract from the article 'Safe Tourism - is it possible?' by Lelei Lelaulu in the journal OUR PLA NE T, Vol 6, No 1 (1994) .

e

We are grateful to the following for permission to use copyright photographs: Alton Towers for page 18br; Clive Barda for page 35t; Margarete Busing/ Bildarchiv Preussi sc her Kulturbesitz for page 89t; The Bridgeman Art Library for page 7bm, 89br, 89bm, 89b!. IGiraudon for page 90; Capital Pictures for page 44ml; Going Places for page 30; The Image Bank/ Lisi Dennis for page 74, I Tom Owen Edmunds for page 111b,/Renzo Mancini for page 9, IAndrea Pistolesi f or page 46r; The Kobal Collection for page 20; New Hampshire Tourist Board/Ralph Morang for page 82t; Pepys Library, Magdelene College, Cambridge for page 861; Pidor International for page 7tr, 25, 38, 63, 73, 84; Portsmouth City Council for page 87t1, 87tr; Ski t he American Dream for page 109m; The Slide File for page 23b; Steamboat Ski Corp/Larry Pierce for page 109b, 109t; Tony Stone Images for page 7bl,/Michael Busselle for page 11, IRichard Elliott for page 45, ISuzanne and Nick Geary for page 87bl, IDavid Hanson for page 37tl, IJeremy S Hibbert for page 461, ISimeone Huber for page 107, IDavid Mad ison for page 46m, I Hiroyuki Matsumoto for page 88br, I Kevin Mo rris for page 7tl, IJon Nicholson for page 37br, IGreg Pease for page 481, f Lorne Resnick for page 18ml. IJo n Ril ey for page 12m, 62; Strawbery Banke Museum for page 82b; Telegraph Colou r library for page 6br, 6bm, 6bl, 7tm, 21, 23t, 24ml, 24tr, 24tm , 24t1 , 24bl, 24bm , 24mr, 35r, 44 b, 44tm, 50, 52 , 56bl, 56tr, 56tl, 76, 77 , 78, 86bm, 86br, 88t1, 88tr, 88bl , 111t, 114, IB &. M Productions for page 12t, IBavaria for page 7br, / Bavaria- Bildagentur for page 22, IColorifiC for page 18t, 44m r, 44tJ, /Colorific/Antonio Gusamo for page 6tm,/ FPG for page 24m , 56br, /James Kay Photography for page 12b, /Masterlite for page 6tl, 18mr, 44tr, IP Tit muss for page 87mr, /VCL for page 94,104; Keith ToUem Associates for page 70; Trip/Dinodia for page 37mr; Un iversal Press Syndicate for page 5ot; Elizabeth W hiting Associates for page 71. Designed by Simon May, Sage Associates. Illustrated by Kathy Baxendale, Richard Coggan, M ichael A Hill, Biz Hull, Phi lip Mount (Tin Star), Caroline E. Porter, Debbie Ryder, Michaela Stewart and Katherine Walker. Cover photo by And rew Hall.

To the learner
This book is for you if you work in t he t ourist industry or if you
are studying tou rism.

Speechwork
Good pronunciation will give you greater confidence, whether you are dealing w ith customers, taki ng part in discussions or guiding groups of visitors . The Speechwork sections will give you t he systematiC, regular practice wh ich is t he key to progress.

It provides excellent preparation for any of t he major European exam inations in English f or Tou ri sm in clu ding t he London Cham ber of Comme rce and Industry English for the Tou rist
Indu stry exams.

What is in English for International Tourism?
The Course Book contains f ifteen units and t hree scenarios, all
based on themes f rom the tourist trade . It includes topics such as:

Reading
To help you improve your reading ski lls, we have chosen a variety of au t hentic texts from tourism publ ications, and have deSigned practical exercises to check your understandi ng.

• the effects of tourism on the environment.
how hotels are managed.

Writing
In t he Writing sections you w ill carry out real tasks f rom the tourism workplace. For example: writing letters, press releases, brochures and reports. There are model answers for all the wri ting activities in t he Teacher's Resou rce Book.

how tour operators set t heir prices.

how holiday desti nations are selected and promoted.

What is in the units?
Every unit contains t he sections below. We have used the same head ings th roughout th e book so that you always know

Learning Tips
From time to t im e we include advice and information on how to improve yo ur learning strategies and become mo re
independen t when you study.

t.'J hat kind of work you a(e going to do.

Preview
~

..mit opens with a few questions, and often some

=-="0. to start you th inking about the theme you wi ll be - - ; 'g.

Scenarios
After every five units there is a scenario. These are case stud ies
which cha llenge you to use t he English you have learned to deal w ith authentic situations in internat ional tourism .

'mg
-<"""F--=.._ -g activities present realistic and motivating situations
.-~

you can practise the language you have studied. You

What about private study?
A Workbook with its own cassette accompanies the Course Book. This provides extra tasks f or study at home or in class an d includes three review sections where you can monitor your progress. We very much hope you will enjoy using English for International Tourism .

jake presentations, negotiate t he terms of contracts, .:..scuss key iss ues, give advice and information, deal with :omplaints and perform many other tourism-related tasks.

Lisrening
The cassette recordi ngs in cl ude conve rsatio ns and discussions betw~ e n experts in the t ou ri sm t rade. British, American, Australian and other int ern atio nal accents are f eatu red , to help yo~ understand how peop le speak English in different parts of the world. Tapescri pts of t he recordings are pri nted on pages 11 6- 123 of the Co urse Book.

Language Focus
Here you w ill work on the key aspects of grammar that are essential for progress at t his level. Language Focus sections include clear ex planations and activities to help you un derstand and use the language effectively. Miriam Jacob
Peter Strull

Vocabulary
The Vocabulary sections w ill help you to develop a richer vocabu lary. These sections introduce and practise many words and ex pressions req ui red in the tou rist industry. A word Jist of

more than 100 to urism t erms incl uded in the Course Book is printed on pages 124-12 7, along w ith t ranslations into seven languages.

3

.... --- ~eiand Encounter ~ tou rism 0 [JJ 4 ..~ -elephone calls ..-JI.=--. Tour Operators page 38 Tour t:IpIY. reading ~€.:L. -.. jc a..Speecrr ~.Ind ia Scenario 1 Advi~ng a Tr.cj-..btk.Itinerary Unit 1 Types of Setting Travel agencies and tour Professional activiti es • giving holiday information Languag e Language Focus: compound nouns Vocabulary: Directory of texts Conversations with customers Letters about golfing holidays operators Holiday • talking about holiday experiences • writing and responding to letters of enquiry types of holid:! 0 IT] page 6 prices compound <!::dj. USA IT] [JJ 6 . verb f orms letters • taking part in job int erviews 0 [JJ IT] IT] [JJ [JJ Tourism Vocabulary: remunerabor formal and languag~ ..- -- ~"7\Oti ng Barbados as a :o..ref '6enOes and tour oper2.m....-Stypes and ~~ ::travel speechwork: past verb =..c:=o. 3O.-.7.:=o! • -.-:se-: perfect s.~.: .e-: ~""'!5 Speechwork: the c. I~.----clTl..m page 50 Ecological a. Colorado."~ · ~ 6 press releases VOC2..se: - 0 0 phone . t rip to China 0 0 [JJ • AT:bl1g promotional materials • Ot3CJ'1bing an itinerary • :n5eI1!ations: reporting on .. 5 Travel Agents page 30 Travel agencies • telephoning • taking bookings and filling in booking forms • asking for and confirming inf ormation • wri ting letters of confirmation • w riting a set of instructions: payment procedures Language Focus: Vocabulary: askjngc-~ tagq ft~. ~ page 44 area .m=-e Vocabulary: definitions if :.tion trip Speech...cc...._'1""'!5 - 4 Where People Go page 24 Tourist boards. and travel agents • working with figures • designing a questionnaire and carrying o ut a survey • giving information from a chart • reporting on the nature and value of tourism in a country Americans in Europe A tale of two citi es 0 [JJ . . .es:o"5 Revision ~.=¥ rn OJ qu. tour operators.eeknesses of a country • aescribing ways of promoting 2: Language Foc Vocabulary: -L. es with Speechwork: nu mbe~ word stress Job descriptions How to write a CV The write way to find a job 2 A Career in Recruitment and job hunting • writing CVs and covering Language Focus: simple /coo::! "' _ '1:"_"5..r.a:o. Tourist Information Centres (TICs). holiday booking 3oo(ing forms =xrract from a training manual phr~ .anning meeting -c:~ contracting [JJ 0 .:: -2: ~ CVs Recruitment advertisements letters of application 3 Trends in Tourism page 18 Tourism organisations and tourist boards • note-taking • writing a summary based on notes • giving a short presentation from notes • talking and w riting about modern -day developments Language Focus: past simiXE :.r ~ into-..ercr usage the sch...'.a:o-s hoteliefs 2:": • writing reports • planning a package tour • negotiati ng an agreement • writing a letter of confirmation language Focus Vocabulary: Speechwort<: ==-e.a ~-iianse. z:-:: agencies . destination .on the welcome is fros ty 0 7 Promoting it Destination Tour ist~llS • identifying strengths and v.<.".:r--!E Definitions of tourism Summer holiday De\<elopmen t of tourism in SIngapore Summer holiday 0 0 0 [JJ ·ed Language Focus: the denr :: ~"XE Vocabulary: Speech work: BritishlA:-.s. ~~..... ::...C.a:r': intc:r.:~ Client page 36 I • reading brochures • giving information an d advice • helping clients make choices • writing letters at recom mendation S:=~mboat. page 12 Speechwork" stress in vo"ofcs :--:::: .ats payr:..=. =-~' s strengths and ~ses 8 Responsible Touri!.. ~ issues National u...S in -ate.~ g part in public meetings lan gueg..'Cr'<.: . govemmen: Environmen:a.

enario 3 : ganising ~ -:-. airlines.Unit Setting All tourism providers Professional activities • mapping an itinerary • writing a fax: improving airport passenger handling facilities • making recommendations to a tourist board Language Language Focus two.e'"".part verbs Vocabulary: Speechwork transport word boundaries I Directory of texts Susan's trip to the USA Rapid speech Passenger care 9 "'!"ransport !)age 56 0 0 CD i 10 Customer =i. memos and fa. . stre5S and pitch The Neues Museum .ge 68 Tour operator's customer relations department • reading correspondence: letters. conference organisers • describing conference facilit ies • negotiating rat es • promoting conference ven ues • telephone selling • writing promotional letters Language Focus· possibllity and certainty Vocabu lary: Speechwork: conference equipment sound and spelling: silent letters word stress in homographs The Manor Hotel I I I I Promotion t o the rank of Flyer [I] First Class 0 I . ~-=-e8& I I I I Tour of th e Pergamon Museum. trade fairs.5e 100 I 102 Tapescripts = o :COOpwork/Pairwork B Texts 11 6 W ord List 124 = Read ing text = Listening text ."'Ci ~94 5 Hotels.elations o.oii.-51:'82 0 OJ I ...llcursiom Revision 0 1 A. " GUided tours eting Language Focus· relative clauses Vocabulary: Speechwork: museum exhibits and monuments pausing.:-ss . Resort information 5. Berlin T he Lou vre. Paris 0 0 0 .If~ons Tour and resort representatives • designing a programme of e.$p.ecting ~ X2~ns Hotels.:.lles • dealing with a claim for compen~tion Revision OJ 0 Letters and faxes of complaint 0 Memos OJ ! • writing Jetters to dissatisfied customers I '1 -etel Facilities I Hotels • replying to letters of enquiry • negotiat ing bookings for conferences and groups • w ritin g letters of confirmation • w riting memos • describing hotel facil ities Language Focus: types of adjective order of adjectives Vocabulary: hotel facilities collocations w ith and Speechwork: stress in compound adjectives Fixing rates: different racking systems T ommaso Zanzettol Richard Williams 0 D :age 70 I A ustral Tours The Far East Invest ment Group Docklands I Letters from hoteliers OJ '2 5e-. Berl in -.age 6 2 Customer relations departments • dealing with complaints Language Focus· infinitive or gerund Vocabu lary· prefixes adjectives describing personality Speechwork: contrastive stress I • writing letters of apology • w ritin g letters confirming agreements I Melanie Flowers Unfortunate incidents in a travel agency When it pays to complain Feedback questionnaire 0 D Scenario 2 -andling: a CcnpJaint :2. tour operators :o!g-: 76 • wciting fm' giving infoemation • t aking part In a meeting to decide on th e viability of a new venture • w riting a report • choOSing a site for a hotel • w riting promotional material I Language Focus conjunctions Vocabulary: Speechwork : formal and informal language pronunciation of the letter i 0 0 D I Language Focus: conditionals Vocabulary: Speechwork: TIC Venice Leisure pursuits in New Hampshire 3 -~gs to Do Tourist Information Centres • writing a tourist information leaflet • w ritin g and recording an answerphonc message • giving tou rists advice and suggestions on tourist attractions • describing museum exhibits and monuments • w riting notices • giving a guided tour 'poru pausing .

.. in Amsterdam to visit the Rijksmuseum and be back in time for work on Monday h a stay in Mombasa combined w ith a(n) ...day stay in a purpose-bu ilt chalet 2 self.. .. .. excavating Aztec temples or learn in g English in London 7 in a comfortable guest house near Th e Black Forest 4 What types of holiday are those in exercise 3? Choose categories from the list in exercise 2 or add your own.. 5 How would you describe the holidays in exercise 3? Choose from the list in the box below and justify your choice...• Types of Holiday 3 Dealing wi th trade and customer enqu iries Preview How many different kinds of holiday can you think of? Work with a partner and compare your lists... flora and fauna 2 in a caravan park in sun ny Biarritz 3 at one of the Center Parcs holiday villages in Britain. 3 Join the phrases in the two sections a-g and 1-7 to make complete holiday descriptions. to Thailand.. in the famous Tsavo game park a(n) . holiday lost in the Amazon rain forest c a fortn ight's chalet .. a A city break in Moscow b A three. ... holiday for the family in a rented Swiss 9 A trip to Di sney World to study the geology.. .cateri ng 3 special interest 7 adventure 8 package tour d Two weeks on an ocean liner e A month 's holiday in a mobile home A bed-and-breakfast stay 9 homestay a a relaxing ... Vocabulary 1 2 Put the words (1-9) into the appropriate spaces. . holiday w ith old-fashioned hospitality on a family farm b a month's .. France or Hol land 4 with t wo nights at the Metropol hotel and tickets for the Bolshoi d a ten-day .week expedition to Greenland 1 wi nter sports 4 safari 5 cru ise 6 weeke nd break C A five.. includ ing flights. deluxe hotels and visits to the Sukhothai national park and the pagodas at •Ayutthaya e a two-week ... holiday ski in g on the slopes of the Pyrenees 9 a(n) ... holiday. frightening exhausting entertaining relaxing cultural romantic for the family once-in-a -lifetime adventurous . in the Baltic Sea aboard the Argenta lUXUry lin er 5 including a three-day stopove r in Tah iti 6 with free accommodation in a condo in Orlando a(n) ..........

. Types of Holiday CA SA BLANCA Morocco DISCOVER MOSCOW The Ued Square. at give-away prices. Vocabulary 2 Prices 7 Fin p the words in the advertisements that refer to the prices of the holidays.! a/ unheatable prius Place s limited. R enaissance Cd away from il all A luxury holiday at all affordable priu.. the Kremlin . St Basil's Cath edral . FLORENCE A remarkable exhi b ition -The Age o/thr M edici" VI NTAGE SPAI N Country cottages andfahulous firs/as at bargain prius WEDDINGS in PARADISE Tropicnlllltllld H olidays Book now f or discount prices... Spainl rain for newly-weds E NQU IR E WITHI N . --~ cheap expensive Work with a partner and discuss these questions.: Where wou ld you consider it econo mical/ reasonable/ exorbit ant to go for a holiday? :l W hat ki nd of tourist activities in yo ur area are free of ch arge? 7 . abo ut pri ce. c What are the disadvan tages of holidays at rock-bottom prices? d W hich of t he holidays in the t ravel agent's wi nd ow would appeal to you? e W hat wo uld you consider to be the holiday of a lifetime? . going from the cheapest to th e most expens ive. a bit pricey reasonable economical dear costly exorbitant prohibit ive at rock-bottom prices free of charge .o Listening 6 Listen to four conversations in a travel agency and match the customers to the advertisements. Derails inside. Fontmy LAPLAND I N S E ARCH OF SANTA CLAUS Flights oJ' Boeingjels and Concord. Then listen again and list the words that talk 8 Write the word s from the box a long a line like the one below. 'J'lu World of Children.

a It t akes tw o hours t o dri ve to the ai rport. w hi ch t oo k six months. His thirty-mile hike over the mountain s left him ex haust ed. on the A mm assali k region of East Greenland. the. A speciali st lecturer acco mpanies each cruise w hich lasts seventeen days. in cluding: BUT in expressio ns begi nning w ith a. A speciali st lecturer accompanies each seve nteen-day cru ise. 3 Rewrite these sentences without changing the meaning. city centre followed by a number. weekend break golf course. For example : Apostrophe 5 The '5 or 5' can be used in expressio ns of time w it h numbe rs: an hour's drive f rom water sports adventure holiday caravan park a month's holiday in Hungary five minutes' w alk The fi rst word fun ctions as the adjective and answers t he the airport two days' journey question What kind of> The relatio nsh ip bet ween t he t wo noun s can be of many kinds. . From Santi ago t o San Francisco there's a f reeway with fo ur lanes. How many compound nouns can you make using the word holiday? For example: e We stayed in a hote l w ith t hree stars. iron bridge So metimes t hree o r more words are combined : Tourist Information Centre business travel expenditure air traffic control winter sports holiday premium Practice M atch the nouns in A and B. summer holiday. w hi ch ext ends over two hundred hectares. A t heme B city book sports hotel boat incent ive g ui de reso rt travel trip accom modation water capital health park .2 holiday accommodation package holiday beach.Language FocLls Compound nouns In Engli sh we can use nouns as adjectives. For example: The to ur inclu des a two-day exped ition to the caves. Work in groups. wh ich last s twenty minutes. t he f irst noun is singular. h They have produced a f ilm. nearly met w ith disaster. The th ree-day train journey was bo ring . It's a f ive -m in ute walk f rom th e hotel to the beach. or a possessive and Place Time Fun ction mountain slopes. d You can visit t he vin eyard. For example: It takes f ive minu tes t o walk from th e hotel to the 9 A guide acco mpanies all tou rs scheduled for f ive days . b The journ ey to th e centre of Lo ndon takes forty-five minutes. swimming pool Material paper bag. c Th e excu rsion incl udes a meal with three cou rses at a gourm et restaurant. Th eir ex ped it io n.

. -- safari fo rest cancellation Arctic =-5ain _-gfe . . walong f1ane.31 ~s..ts Terribl e! Great E=lb-TtI 9 .ghteeeing.. Spain Scotland C.limc\lSttle Siqhteeeing & eating Siqhteeeing. vad the following words aloud and classify them according bargai n cathedral e stress patterns above. <ating. car.-. •• 2 •• appeal 3 ••• romantic 4 •••• affordab le 5 •••• situation costly ord st ress is very important because if you pl ace the stress the wro ng syllable.. culUJr. Fill in the details of the best holiday you have ever had. adventure enqu ire Japan Britain photographer prohibitive package expedition about -eiaXing _-beatable Cairo exceptional hospitality . Then interview some other members of the class ..••• .r ear + Boat Sa. Speaking Draw a grid like the one be low.- . other people wil l find it diffic ult to When you note down a new word it 's a good idea to inclurle the stress: _-::erstand you ..o Speechwork ord stress Types of Holiday : Say these words.ling.sten and check your pronunciation... Who had t he most exciting ho li day? The best va lue for money? Name Duration • Destination Type of holiday How organised Means of trans port Activities Value for mon ey Me 2_ Miria m 2_ Gillian 3-<s N..mmlOn Tourif'\3 Sdf·catering Famifiarisation trip By rt1y3df By us G<vemmmt C.

isn't) when writi ng letters.99. We look fOl)vard 10 welcoming you on a Sky-Nays Holiday soon. c In the United States 1st April 1999 can be abbreviated to 4. Free Skyways UK Flights to Heathrow or Gatwick are available to connect with many hol idays. you C<ln be sure of .Reading 12 Read these statements about busin ess letters in English.. . Yours faithfully Mrs McS\"Jeeney 44 Cedar Avenue London N31SR 6 November 199 Dear Mrs McSweeney I am delighted to enclose a Skyways Holidays Golf brochure for nelCt season. e The abbreviation Ms is used to write to women w hen you do not know or do not wan t to refer to their marital status. accommodation and any special out-of-season offers. This brochure offers the widest selection of golf holidays available today. What information is missing? 44 Cedar Avenue London N31SR Skyways Holidays Publica tions Manager Atlantic House Haze/wick Avenue Haywards Heath West Sussex HH101NP 30 October 199 Dear Sir or Madam As an enthusiastic golfer I am very interested in combining a holiday abroad w i th the opportunity to receive expert tuition and improve my handicap. Yours sincerely. together with details of transport. b It is co rrect to w ri te Dear Mister when beginn in g a lette r. It is rarely appropriat e to use contractions (I'll. g If you begin a lette r w ith Dear Mr Grant yo u should en d with Yours faithfully. or alternatively visit your local ABT A Travel Agent or Skyways Travel Shop. Kenya or even Thailand . t{!«8tcJ Heather McSweeney (Mrs) Avril Sinclair Golf Manager PS Our Golf Reservation Team on 01293 487725 will be happy to check a. If you have any specific questions. Spain or Madeira. pleas::. I would be grateful if you could send me a brochure on special interest golfing holidays. 13 Read th e letter on the left. d When w riting a letter to the USA you can begin it with Gentlemen:. or fly further afield to exotic destinations such as the Caribbean.. With guaranteed no surcharges. I do hope that this new brochure will help you find the holiday :your choice. call our Golf Advice Helpline on 01293 890572. the USA. Why is Mrs M cSweeney w rit in g? W hat inform ati on does she requi re? 14 Read th e reply on the ri ght. don't. Are t hey true or false? Do oth er people in the cl ass agree with you ? What other advi ce can yo u g ive abo ut writ ing letters? a W hen you write a letter you put your name above you r address.ai lability all any holiday for yOu . Our specialist Golf Reservations Team on 01293 487725 will be delighted to help you with your booking.1.. { look forward to hearing from you in the near future.~ value fo r money. Thank you in advance. and you will lind a host of bonus offers at selected hotels throughout the brochure.. Choose between a holiday near to home in Portugal.

:(J are Ameri can.n. • Answer all the questions. Delete unnecessary detail.. I look forward to hearing from you. We specialise in catering for . You are planning a t ri p t o Europe this mer and you are thi nkin g of takin g a tourin g holiday in . Use a separate paragraph for each req uest. . Richmond. I was interested in your advertisement in ..xlress to write to: OPA TOURS .. who they will be. Your address is 6 11 E.K EEP IT SHORT AND SIMPLE. • • • Explain clearly what information you w ish to receive.. I would be grate ful if you could.speaking touri st or a tour operator with offices in the UK. discounts that may be available. Mlen yo u rece ive a letter of enquiry use the inform ation page 102 to write the reply. KISS . decide on the fo llowing: a w ho yo u are b yo ur age e yo ur marital status d jf you w ill be travelling alone or w it h others e if with others. Making an enquiry Replying to an enquiry KISS . Ireland or New Zealand and write to them ~rd requesting information about a holiday you might like to go on or prom ote. If you need any further help or information please do not hesitate to contact us. Say why you need it. ~ French government tourist office has given yo u an Before you begin. Use simple rather than complex sen ten ces. Canada. the USA.. Useful language Useful language I am writing to enquire about. 11 . Follow-up . Use simple rather than comp lex sentences.o firing -" tier of enquiry ~d Types of Holiday the instructions below and write a letter of enquiry.. . • Use a separate paragraph for each response to a question.. Please find enclosed . In reply to your letterlfax of (date) . ::::.1 Newbern Avenue edford assachuse tls 02 155 Virginia 23219. look up the address of an Eng lish. Thank you for your letterlfax of (date) . If necessary. Give t he client all the information he/she needs to make a booki ng.K EE P IT SH ORT AND SIMPLE . Delete unnecessary detail."-=.""ce.. Be friendly and positive. refer to the Writing Tips below. possi ble. I look forward to hearing from you soon.e the letter to your teacher who will deliver it to a nother nember of the class. Franklin Street. Australia...

.. as dn Overseas Representative in Yimisia.. shuttle is leaving. Is this a temporary or permanent situation? b I'm working for Exotic Tours. Did the phone call interrupt the conversation? (do) . Then work with a partner and compare your choices. Does she sWI work as a hostess? room. contracts for hotel b She's worked as a hostess. .. Is this a temporary or permanent situation? 2 a We fly to Dubai on Fridays... .... Choose two jobs and list the activities they involve.. three jobs in my Life so for.... On top ofthat I (select)... I've got a trainee with me who 5 a When you phoned I was speaking to the manager.......... Make a list of job titles in the tourism sector. At the moment... b Conference coordinator d Travel consultant '-1:_... 2 Work with a partner. flj It COlltracts E~ecutive so usually I (spend) . . for promotion when I (decide) . Match the people to their job titles. Greece and Austria...• A Career in Tourism Applyi ng fo r jobs Preview Work in groups.. now I'm back in work and for the last six months I (work) ... 2 a Prod uct manager c Trainee hotel manager e Cabin attendant Business travel consultan t 3 Language Focus Simplelconlinuous verb forms Look at these pairs of sentences and answer the questions: Practice Read this extract from an interview in which a woman is talking about her career... some research into " 2 What is your occupation? What does it involve? Are you working on any particular project at the moment? ... What time is it? b The next shuttle leaves at 4 p... Is this a regular event or a plan? '1 (have) . Did the phone call interrupt the conversation? b When you phoned I spoke to the manager.. What time is it? 4 a She's been working as a hostess.. It lot oftime with hotel managers and (llegotiate) . 03 Listening listen to six people talking about their jobs. 1 a I work for Exotic Tours. new resorts and locations. I (start) .. Anyway... alld services...m..... Compare your list with those of other groups.m.. Does she sWI work as a hostess? in Turkey.. and thm I (work) .. Put the verbs in brackets into the correct tense.. I (head) ... as an Assistallt Resort Manager for two years 3 a The 4 p. 1 5 this a regular event or a plan? b We're flying to Dubai on Friday. to leave in order to start a fomily.

but don't li t"" or you will umkrminc )"oursdf from the start . if if :: A CV shoul d li st experience in chronological order.lw<!<!k) 13 . Work in groups. :! A Career in Tourism Reading CVs 6 Work w ith a partner. Use a good typewriter or word processor. your address (anti your e-mail addn:. 5. On the bas is of your know ledge and experience. Don't jw. decide if yo u agree with them . . unle.s:. Don't include any n cg. Presen ta tion Always type your CV.ing "on spec. Use good quality paper. if you han': (me). as well as beina an indicati on '?fyour strenSlhs and weaknesses. Don't lean! out any yilal inrormation. Content \Vrik a lj~t of important headings. ~ It's best to explain foreign qualifications and give an app roxi mate equivalent in the country to wh ich you are applying. Use space constructively. Yo u can lie on a CV: they'll never f ind out anyway."..e Speaking 1 Applying for Jobs _ Work in g roups.. It's a confidential clocullH'nt . Read the statements about CVs and covering letters. Don't fax a CV unless you 're asked to. Don't include your previous salary or salary expectations. Discuss these questions. HOW TO WRITE A CV When applyina]or a job you'll be in competition with a number other candidates. If)"ou sp<'nt a yt'3r or two travclling. Stud ent A read the articl e " How to Write a CV" below. So your CV is impor tant .each CV should be customised for th e job you are applying for.and a covering letter. You shou ld always include a photograph.in the USA called a resume . Here are a. Nc'·er send a CV w ithout a coyeri ng leller explaining which vacanc). STUDENT A Tell your partn er what recommendations " How to Write a CV" makes about: personal inform ati on and expe rience. educational and career history. Student B read the article " Th e Write Way to Find a Job" on page 103. Th ese documents are very important because they are the first impression you g ive . it goes into the wastepaper basket.t in~ infonn ation. If a CV is hand-written. note form is perfectly acceptable . ny gaps in the dates sho uld be explained. such as exam failures or lost jobs. language and style. Years that arc unaccounted for will st'cm suspicious. send a short letter explaining w hat kino of post you'r e looking for. don't mention failures or irrelevant experience.It's best not to send t he CV by fax unless requested to do so. layout.:-cp CVs on nit' for future rcfcn:nce. Perfect prose isn't expected. etc . _ How do you find out about job vacancies? : How do you apply? Have yo u ever applied for a job? What did you have to do? _ In order to apply for a job you usually have to send a curriculum vitae (CV) . many compani.'turnt-d. Which of the fifteen points (a-o) in exercise 5 are mentioned in the article? A curricu lum vitae is more acceptable if it is hand-written. dattO of birth.!. Always make a follow -up phone call a few days after sending off your CV. : The longer a CV is the better. .t think it as a list cfJacts. These should indulk your name.:lc by Eleni KyJ"iacuu in fIJi. (adapted from an artil.intell'il!wl!rs will decide whether or not to see )"ou on the stren9th '?fll'har you hat'e written. Be positive about yourself. phone number (at work and at home).. Start with your most recent job and work hackwards. = There is no point in mentioning outside activities. Don't give the impression thi~ is just another photocopy. you're applying for. If you're writ. it should sum up your personal. 00n 't ask for )"our CV to bc n . hobbies.s requested.fell' sUBBestions: = A covering letter should be hand-written.:-s k.ly so. your w()rk rCl·ord and so on.

St Joseph's School. d College. \Vales Higher Nat ional Diplom~ ~1~~~~~~S~~. elementary EMPLOYMENT EXPERIENCE BIENV ENUE THEME PARK Merville. Northern Ireland 09193-02/94 05/92-02193 09/90-04/92 Coordinated the show qua li ty. No. 77550 64886341 Single EDUCATION Certificate of Theme P~rk Management: Miami University. d I _ d deleoation of tasks . superVIsed the persona standards of custo mer care . BTEC National Diploma In Busllles~ and Finance: Ferma. organised shop displays Organ ised internat ional cultural exchange events THE NEWBERN GROTTO Newbern.oordmator. Florida 2/95-12/96 Intern Supervisor Implemented the rntem Progr<lm Planned and presided over Special VIP Events Supervised the training of new employees on operating procedures Participated in leadership development and trainer classes 03/94-02195 International cultural representiltive Greeted guests and answered questions Took inventory of stock.aocd employees' dally sche u e an ~ _ . is his CV welJ written? If not. No 8 GCSEs .72 Mois~y.Grade B . The Newbern Grotto 14 Rodney Drive Newbern Northern [reland B1748DF Christophe Allain 23. w hat chan ges wou ld you make? CURRICULUM VITAE Name D. . Attractions Lead C. Marital status Mike Mortimer 12. attractions m the Park Mon itored safe opcratlOn a f maJ'or < INTERESTS Folk Illusic . 157 rue des Laboureurs. . Flonda. of Higher Education. France 12/96 .na~h Colleg~h~~t:l :~d Educarion. judo. d for Compiled and arranged Safety Operatmg Proce ures Attractions . tluent SPANISH. water sports 1990-1993 1987-1990 ADDITIONAL INFORMATION Sports club treasurer Y olLth group leader REFEREES Anne Jones Director. Ennr sktUen. \Val~s . mother tongue FRENCH. Enmskillen. Address Tel. USA Diploma in Hospitality Management: Ncalh ". Tourist Information Assistant/Grotto Tour Guide Provided tourist information for local area Guided international parties in one of the largest caves in Europe Trained new employees on all aspects of cave guiding M<m 0 .06. rue de la Paix Moissy 77550 France . 1 development of staff on Pre-opening.B. Northern Ireland 06/90-09/90 • 09/88-06/90 • 09/83-07188 LANGUAGES ENGLISH.present .~~ute Recreation Management.O. a What was his first post? b What is his most recent post? c What kind of experience has he had? d How has his career progressed? e In yo ur opinion.7 Look at Mike Mortimer's CV and answer these questions. ensured high STandards of maintenan ce SUPERWORLD THEME PARK Miami. . .

Hazelwick Avenue. a well-established travel firm operating Ii CABIN Hight service .('ntial. and 0 dynamic. Skyways. Previous applicants currently on ou r files will automatically be considered. TRAVE L TRADE SALES EXECUTIVE The r('spomibility you clesene. we offer: • 0 and ability to take OIl certain key manageme nt roles..llld fivc-star hotel s from Gn' (~n l and to the Galapagos . I excellent career prospects and training the opportunity to work for organisation. Buxford. then in return for your energy and comm itment to qual ity of service. If this sounds like your kind of challenge. be literate an d numerate. A. Personnel Assistant. and of smart appearance? Do you have a minimum of four GCSEs or equiva lent (including Maths a nd English)? Do you have a confident. A compe ti ti vc salary (accordin g to age anu expcr iencc:) will be supported by ben efits .id eall y gain ed in the tra. competitive salary • concessionary air travel The ideal applicant must have "'/P skills.'c 250 three .ice -related ind u. CREW Skyways has opportun iti es for cabin crew who will be responsible for the safety.stry . you w ill he trave ll ing extensh·ely to \·j sit ou r cu:. Sales experience is not es:. West Sussex. Karl Kiiser. Interested? Then please write. Priory Laoe. outgoing persona lity and plenty of stamina? Are you able to remain calm and level-headed even under stress? Do you have experience in dealing w ith the general public? escorted tours of Europe (ranging from Inverness to Naples and from Budapest to Lisbon) for a primarily American clientele. Wanted TOllr Operator M arketing E xecutive Required by EXPLORE THE WORLD LTD. and have a real appetite for hard work. DM3. VVe seek resourceful. Design your cv. well-travelled applicants who not only have inbound touroperating experience but also the ambition If your answer is yes. Cla ire Downing. strong powers of initiative and ou t standing in terpersonal skills? If so. Jubilaeuf1Isfrasse 28.·e1 tradc? Can you comhine th i ~ with a fre sh. Please write with full CV to: The Managmg Director.tonH"rs. OX18 4DG -. Explore the VVorld Ltd. Natural cnth u~ i ::ls m and total commitment to success are morc import ant. Make a list of the qualifications and personal qualities that are required to do the job. Monan:h Hotel s may han:: the ideal opportunity for you. comfort and en joyment of the passengers on board our ai rcraft. includ ing a fully ex p ens e d car and s ubs idi sed accommodation. please write with full pe rsonal history to : \Ve are now scek ing someone wi th the '!i e qualiti{~ ~ t o sell promotional packages to major tour operators. A second (or third) language is essentiaL Ii enclose a good-quality. Please note thot applicants will not receive a reply until after the closing date.. of between 160 em and 180 cm in height.- jj ClOSing date: 15 June.~ a majo r international hotel group. By contr ihuting to the c]e\·e!opment of promotional ideas you will ha\·e the chance to max imi:. whi lst maintaining our extremely high standard of in- Are you aged 21-35. Haywards Heath. fo ur. D emons trat<· the se and the n :w::lr<ls wi ll he high. Atlantic House. The role not only offen rl'sponsihility hut fr eedom as well. 3005 Bem. HH 10 1NP. enthusia ~t i c approach .. accurate and . full-length photograph to us at the address below.l' your "ales. Bas ed at our head o ffice in Bern. ~\vifzerlafld '5 . progressive articulate. w e ha.e A Career in Tourism Writing 1 CVs a Choose one of the advertisem ents and imagine you are a candidate for the post. Do you ha vc at least two years ' exp(~ ri e ncc in a sen. The freedom yo u'll enj oy. quoting ref. with full CV.

... J ~ /() remain..... I believe I am hard Mary Roe . and .. r nred the manl'f1l H~ K> 9e( a rep'!3 '1OU(S... Interview Whenever ... tidai.HId...!fdUr ediW>Ud MfHbd 25 ~er and 1M odrerlUemen.Ii.. In reply to the advertisement . ave successfully ( done). J luwe 1M ~ -fq enduse /urewilA a t:<lPif 0(my currrc.!j -/hen) but iJ: Wl!Uid be (ea. (Address) 10 You have decided to help Mary Roe rewrite her covering letter..:Jim..u 0/ 2*. a newspaperaM. r StlW ycurad £i.In ~ with. Work with a partner and complete the revised letter on the right.ue a lot of e«puience (in filet I haven't had a job befiore) but I've 9d lots of confidence and I aM on preJty wdJ.r wlticlt appeared Hz .~r .. lurlkr kF our telephone ~dW.Writi ng 2 The covering letter.. 11 You have decided to apply for one of the jobs advertised on page 15 (either the same one for which you prepared a CV or a different one).. . 1f~ with tIr£ contea. be good beawse !JaUrcompany 15 ueJ1j rM. Can you say why? Vtttf'An#wny ~er.n 0( . -WOr rng and reI' bl ra e and would very much like to gain gre t . acqU4W. state what you As You will see from the enclo se relativel y Ih d ( V. Work with a partner and compare your letters. (state what y (Date) k' ou can offer the firm) .dum nku and w=Id ~ 1fC'< .cus. near future. d~ that J AhaJj ~ I~ with an.. ~ . TdorlJ ha.. JImkJ as if if CQlJJt}. Which creates the better impression and why? Travel Unlimited Stansted Essex CM24 tRY Dear . tram you soon.1&. I e to appl y for th ( are applying for) ....91lU1lI. e ..ld diJ~ "'tI appktt/Jidn -in Ffhe.. 1m ~fUr a hofJayjo1> aM. fo rmal and informal language 9 The letters below do not contain any errors but the writers are very unlikely to be considered for a vacancy.. Write the covering letter to accompany your curriculum vitae...l. a er work experience I . (s tate where it appeared) I Would I"k .../J... Invent any details about Mary's background that you feel Mr Anthony Ma yer Personnel Manager wou ld be relevant.. Tm baGi~ Ii-ee in JuJ!j but not Au.. ......y a=J iF !jOU (quId take me an because -tJ--4ir... state what you have I therefore feel I . .9ust (because I'm goin. wiM pMp/e in general. infertllew with a view... although I am .

but referred to as annual earnings paid to professional and managerial staff d money paid to a professional person. word process or write your CV and show it to you r teacher. usually as a reward for good work 9 money that is paid for extra hours of work h money earned as a proportion of the goods or services so ld by 15 Underline the stressed syllable in each quality. usually calculated hourly and paid weekly money added to pay. She left school without any qualifications then got a factory job. '7 . a doctor or lawyer for advice given e money paid to a manual worker. Students B are interviewees. Then make a li st of your good points and be prepared to sell yourself at the in terview.g. o o aloud. listen and check your pronunciation. but th e $ we ren't very good.000 after two years. salary bonus A Career in Tourism Speechwork Word stress 14 An emp loyer w ill probably want to take on someone w ho is: tip perks articu late numerate enthusiastic diplomatic Match the qualities above with these definitions: a is able to use information technology b thinks of other people's feelings c is discreet and t actful in delicate situations d shows a lot of enthusiasm and energy h 9 is precise. 16 Using the suffix -able. pays attention to detail feels conf ident about the future can speak fluently e is good with figures considerate computer-literate opti mistic accurate dynamic energetic commission overtime fee wages a the extra things.000 per annum rising to £40. remuneration 12 Match the words in the box with the definitions. Think of the questions the interviewers will ask you and questions you will want to ask the interviewers. Make a list of the qualities you th ink the successful candidate shou ld have. 7 The company paid each employee a £250 Christmas $ as profits had never been so high . Speaking 2 Job interviews 17 Students A are interviewers. GROUPA You are going to be interviewed for one of the jobs advertised on page 15 (your teacher wi ll tell you which one). S The starti ng $ is £35. 2 Th e basic remu neration isn't high but she earns 15% $ on every tour she sells. 4 The consu ltants charged us a $ of £2. such as luncheon vouchers or free medical insu rance. 3 The salary is not exceptional but the $ include the use of a car and subsidised accom modation. What are the stress rules for words endi ng in -ate and -ic? Read the words an individual 13 Replace the dollar sign in these sentences with a word from the box. S If they' work on a Sunday they get $ which is double their usual rate of pay. 6 We gave the guide a good $ because she made the visit so lnteresting.000 for an hour's w ork . e. Follow-up 19 Type. 18 An interview panel from Group B will interview you and other candidates for that job.e Vocabulary Word families. describe someone w ho: • you can co unt on • is f rie ndly and likes mixing in society • • can start work at once corresponds to t he job profile Where is the stress in each word? listen and check. over and above the basic pay b a small sum given to rewa rd the services of people like waiters or tax i drivers c money paid every month.

.... Listening 1 Definitions of tourism 03 Listen to part of an interview with Dr Alberto Garcia.. 2 What do you think is the difference betwee n a traveller. involves residents of a g iven country travelling only within their own country..... . ... a visitor and a tourist? Write brief definitions of each 2 3 word an~ discuss them with your partner.... .. in places outside their (b) . who works for the World Touri sm Organisation. for (e) .. and other purposes. co nsecutive (d) . from definitions (a) . TRAVELLERS NOT INCLUOED IN TOURISM STATISTICS A MAIN PURPOSE OF VISIT 1 Temporary immigrants 2 3 Nomads 4 5 M embers of th e armed forces 1 Leisure and recreation 2 3 4 5 6 Others The World Tourism Organisation·s Classification of Tourism Tourism comprises the activities of persons travellin g to and (a) .. involves residents of one country travell ing to another country.. write the words th at are missing from the chart and.(f) .. You w ill need 4 more than one word in some gaps. (i) .. Make a list of as many types of trave ller as you can... Compare your list with those of other people in the class. He is talking about how the WTO defines the words traveller. • • • (g) .. As you listen. look at these pictures and say what kinds of traveller they show. .Trends in Tourism Describing patterns of change in touri sm • Preview Work with a partner.... involves non-residents travelling in the given country. tourist and visitor w hen producing statistics on international travel. (h) .. for not more than (c) ...(j) in the box below.

There's a volleyball team on . Add as many words as possible to this network and create new branch es. a planned journey during which a politician... Word families 5 Work in groups.. 1bike/ car/ hor se etc r ide On {he car ride back/rom tht ai. Why not hire a car an d go for a . I go for a r ide ("'ride som<!wherejusl for enjoyment) If's a l.wk tour 0/ Australia and New 7. W hen recording vocabulary you can: use similar word networks or word t rees. but l/lCkily1ltm~ o/us uJue SM· sick. • draw a picture.. = The Titanic sank on its maiden . ! go for a d rj \'e (. = If you' re visit ing Madrid. usually within a fixed period of lime In CI The Kine has II/f/Or 0 six·u. on t he fe rry was very ro ug h.1 tour jlUa r. was delayed because of air traffic congestion over Heathrow . w rite a sample sentence to illu strate t he mean ing.. w hy not go on a day. I We halle had a reque$l to indude liIoso as one o/f Mcit its t. jusl for enjo).. Use a dictionary if necessary.i. fro m Mad ras to Bangalore was uncomfortable. from t he tou rist information office... I Tht voyage from Europe WO-S 0 hazardr. Some words have been g iven to start you off.that takes 12 hours. 15 minutes elc) Tht six· hDurdrilJt uas worth il (0 s~nd Ihe wtektnd u:ith him.iTy/aSl bike.s several different places. and it is important to know exactly when./ /' lexpedition H explore 19 .. E'lltcrtainer...lake. and t hey want hotel accommodation.. with nmIJ)' sros ond strong winds. where and how you can use them. to Toledo? :3 The . . There are many ways of describing how we go from one place to another.S f/)ugh. drive jdralY/ a journey in a car III singular) Llttit was txptetfng Mr at seeM and tht dri~ acron tou:n would bt slO!1Jfr btreusro/lhrroin. for a driL't~ ride /r. The museum is a short bus .port lit fold hrr all aboIJt his trip. • include grammatical inform ation. or sports team visil. ho~ 0/ tht Stall~t 0/ Libert)'. Look at this entry from the Longman Trends in Tourism Adivator Language Didionary under the keyword heading of TRAVEl.drh'e ~me\l'here. IJa you want 10 go for a ride.w undtrtaking.sited on our lOur.. Use the definitions to complete th ese sentences. use phonet ic scri pt or you r ow n syst em. or other area ofwaler lO the other side !n C) Tht/errycrossinlllt'G. . I Planning has alrrody begun for nat )'tOrs rtq. drive cruise I / .. in t he country? . ... crossing "hosu) ~ 'kn:·/ a short journey in a boat or ship which coes from oneside ofa sea.ud/ a short joumer in a vehicle such as a car. i a 12 hour/lS min ute etc dr ive (.cknw.. .e Vocabulary Commonly confused words _ Some words are very similar in meaning.. • make an accu rate t ranslation. • The.mcnl)AnyoTiti fancy gain. 12 hours etc) Ewn wlvn you get ttJ Vancouuu tMrt'S still a 90 mimdt flight liP to the islands. I Wt boardtd ont o/tht tourist/erries/or tht croS!ing /0 Staftn Islalod.by !Qur by the Fijians.. . . or on a bicycle or a horse rn C) He preferldtd to ~asl£tPJor fhtetUirt two hourruu..The t rain .. travel road ~ r--~~r--I .«Iland. voyage j'Yll-ld31 a long journey In a boat or ship In CI Valerit did not likt long voyages becaUSf silt sUfftrtd/rom srosi.

worries .. in 1992 the ligure was 11 million.. Now several international airlines lIy 10 Ho Chi Minh City. Austr ia or Iialy. For years Ihe nalional airlines had opposed any competilion from charters but. Now Jet's see. Their adventure in Ihe Iilm Summer Holiday illvolved buying a london bus and driving Ihrough Europe.. Now you can go 10 Sydney on a two-week package and stay at a four-star holellor a fraclion ollhat price .... We're going . and in Ihe Czech stale visilors stroll through the lairy-tale streets of Prague in their millions.. week or ....o Listening 2 6 listen to a song sung in 1963 by a British pop star called Cliff Richard. but he and his musicians never thought 01 going fu rther than ex-Yugoslavia... o To make . Palma. laughter . Ihe Russians . .. II was a mixture of polilics and technology that brought the Greal Barrier Reef alld Sydney harbour wllhin reach. the.. AI thai time package holidays were rarely shorter than Iwo weeks... me or . .... As a result. Around 250... . the Boeing 767 two-eng ined jet wilh the range and economy 10 bring a whole calal ogue 01 long-haul destillations into the package holiday domain.. Holidaymakers Ilew in a pislon-engined aeroplane such as the Lockheed ConSlelialion and paid about forty guineas'for 15 days in Majorca.. me and.. This was because the government wou ldn't allow tour operators using charier fl ighls to sell a holiday for less than the price 01a relurn licket on a scheduled airline to the same place. SUMMER HOLIDAY Peter Hughes looks at how our horizons have expanded and the Ii/orld has shrunk since J 963 Line endings holiday two true holiday two blue movies holiday brightly wanted to holiday you you true Match t he line endings with the lyrics. Cliff Richard. ... . 9 Read th e articl e about the way tourist destinations have developed over the last three decades and answer these qu estions... summer . way back in 1963. . .05.. . revenue from tourism seemed more and more allraclive... Politics with an even bigger "P" have opened up paris of the world that lhe most adventurous would have been reluctant to visit Ih irly years ago. Discuss the way holidays have changed during your lifetime. (adapted from an article in E:'(pressiollsj ~. of course.. ..000 people took a package holiday in 1963. .... Mexico.... Thailand. wh ich long-haul destinations have opened up since the 60s? 9 How has Australia become a to urist destination? h In w hat w ay has technology affected tourism? i How has politics affected tourism? "We're all going 011 a summer holiday. We' re all going ... and the tourisl call scramble through the Vietcong's secret network of lunnels which have beell specially widened for broad-bollomed westerners.. even if they had been allowed in. has made this possible but th e biggesl influences have been polilics and technology. In Ihese cities a complete legacy of archileclure has been handed down intact St Pelersburg wou ld still be recognisable 10 Peler Ihe Grea!. We've seen . No more working ... So the polilicians changed Iheir mind and charlers slarled up in 1988.. .. . No . China now welcomes tourisls who throng Ihe Forbidden City. Put th e lin e endings in t he right order. sum mer . . forme rly Saigon. 7 Li sten again.. a What was the film Summer Holiday about? b How mu ch did two weeks in Majorca cost in 1963? c How much did it cost to go to Australia? d W hat were package holidays like at that time? e Why did package holidays have to last a long time? Acco rding to the article..... A gui nea was worth £ 1.antlourisls almosl more than there are lourists to go Ihere. Reading 8 Work with a partner.. The new techllology was in Ihe aircraft itself. Illdia. .. su m mer .. Ihe Slates and the Caribbean all have Iheir place in the mass markel brochures Ihanks 10 Ihe new aircraft. East Africa. Fill in the remaining gaps.. sea." sang a Brllish pop star.. Increased prosperity... . As for Easlern Europe.. Take Auslralia.. In 1963 you would have spent your life savings gelling Ihere. ... their neglect of ancienl buildings has proved 10 be an unexpected boon and has preserved Ihe beauly of enlire cily centres. su n sh ines. as the Australian economy decl ined and with the success of the bicenlellary celebrations. and marvel al lhe Terracolla Warriors at Xian.... cruise up the Yangtze. things they always . going on a su mm er. .. week or We' re going . Prague is slill much as Mozart knew it Whatever else the communisls did. The few package holidays available were 10 places such as Ihe Costa Brava.. Fun . . the number 01 people able 10 alford a holiday abroad was limiled The expallsion 01 popular Iravel has been explosive. come..

b The past simple can be used w ith: so far.. in 1994.. a diffe r e nt culture and l ow pric e s.... . . with Spain's policy to " welcome tourism . over 57 million visitors .... 21 . Mass tourism (begin) ..... ... Around 250. At that time com petitive airfares across the Atlantic to Florida and the low cost of living in Am erica (mean) . in Spain during the late 1950s a nd 1960s. or . t ime in the past. that m any people (prefer) . And with th e h e lp of soft loans whic h the government (ma ke) available for r e furbishments ...... to go to the States rather than holiday in the Ibe rian peninsula.. It has now also become possible to crui se up the Yangtze. t hey 'll be able to 2 Complete the definitions of these tenses using the words below: indefinite unspec ified definite current moment of speaking remote Th e past simple ref ers to an event or stat e t hat is seen as . The expansion of popu lar travel has been explosive. to a poor image of th e count ry as a holiday des tin atio n . Prague is still much as Mozart knew it.. towards the end of the 1970s but the familiarit y w ith Spain and fa lling standa rds (l ead) .. .... but package tourism re a lly (take oJf) . The event is perceived as hav ing . the standa rd of accommodation provided in order to meet the new stricter guidelines.. offering a reliable climate.... co mp e tition in th e la t e 1980s from other Mediterranean a nd long-h a ul destinations..... accommodate more passengers. Practice Complete the passage below by putting the words in brackets into either the past s imple or the present perfect simple tense. a n inves tment programm e to modernise pub li c s ervice fac ilitie s and infrastruc tu re and to protect the environment...... last year..000 people took a package holiday in 1963.. Over the last few years th e government (restrict) ..... up until flOW. .. relevance and is con nected to the. " .. in time.8 per cent of GNP ...... .. simple tense. 24 per cent of all Britain's outbound tourism. Decide if these statements are true or false.. ... THE SPANISH TOURIST INDUSTRY Tourism to Spain goes back to t h e 1930s... The Spa nish tourism industry (make) . e The present perfect can be used to refer to the future. . In 1992 th e figure was 11 milli on.. over the last few years.. or .e Trends in Tourism Language Focus The past simple and the present perfect simple Here are some examples of the use of the past simple tense... Even so... When t hey 've built t he new airport. the situati o n is c h a n g ing.a nd (account for) . beaches. a The past simple can be used to describe past events or states.. .. . many h oteliers (improve) ... The post-war economic a nd population growth plus the increase in leisure time a nd dispos able income in Northern Europe (coincid e) . many mistakes in the early years wi th the building of high ris e hot e ls and poor to w n planning. Th e favourable exchange rate and competitive cost o f living (be) . d The present perfect can be used to talk abo ut past events whose effects are felt now.... The present perfect is used to refer to events which are viewed as occurri ng at an .. additional incentives... In addition.. in 1993 Spain (welcome) .. Here are some examples at the use of t he present perfect c The present perfect can be used w ith: ago. Spain (fa ce) ... Ho wever.. it (impl e m ent) .... As a result. building and is providing grants fo r organisations and t ra ining in th e tourist sector.

qary ia$t YMr. Listening 3 015 Listen to Christopher Keoh talking about recent developments in Singapore. especially grammatical wo rds: +Re train • 'ill/eave at 16. = 31° C 23° night.g.'tho' r.). Profit +bxau~ Writing 1 Taking notes in English 12 Work w ith a partner and discuss these questions. 75-80% Listen and check your pronunciation . = 4im (incl. For example: The average noon temperature in Singapore is 31 0 C falling to 23° C at night all year round. for example therefore go to /lead to -> • •• -- asap as soon as possible less than/fewer than < --. approx. 23m on hoiiday) ----" profit $44Om 14 Look at the way this paragraph has been put into note form. Humidity is between 75 Jnd SO per cent.Speechwork Past verb forms with -ed 10 There are three different pronunciations of -ed in regular past • tense verbs.45.~RRI VALS take notes? b Do you w rite down everything t he speaker says? c How do you choose w hat to write down? d What advice w ould you give to someone about taking notes in English? 13 Here are a few tips to help you make notes. a What was your local area like fifty years ago? b Was it attractive to tourists? c W hat changes have there been since then? + 20"". om it others. d How have these changes affecled to urism? ($592m pr~.. 12 p. Rewrite it in complete sentences.-- - more than . a When listenin g to a talk in your own language how do you ij. often in the iorm of short downpours. discovered exploited How is the ending of each of these verbs pronounced? created organised continued o jumped opened visited received delayed checked traveJled asked lasted developed stayed ~ Av. vi5itcrs ~ HUf1. temp.ayed < rriqhts than pr~. TIT. tourist5 +th~ sr.. Humid. Pre'l' rain. yr.. lId I • You can also u se your own invented abbreviations. • Use recognised abbreviations: e. Speaking 1 11 Work in groups and di scuss these questions. -.a. Idl I! I reached O nl y write the CONTENT wo rd s.a1 ('. Take notes under t hese headings: ORIGINS OF TOURISM IN SINGAPORE NUMBER OF TOURISTS AVERAG E LENGTH OF STAY BREAKDOWN OF .m.o. Rain is frequent .

.US soldiers visit Ireland to eat better post 1945: plentiful food supply in Ireland -. I Kilkenny.e Speaking 2 16 Work in groups of four.g.. Within your group you will work in two teams of two people.. Discuss tourism in Ireland.. Ireland fact file . You are going to give short talks on tourism development in two different countries. fishin g special purpose English langu age holidays The present situation become 3rd largest export earner employs 91 . Team A look at the information on Ireland.E:LANO Dublin . [R. Team B look at the information on Egypt on page 104. e.Britain 28...000 appeals to younger generation & independe nt travellers appeals to Irish Ame ricans in search of roots special attraction: the cultural holiday (Dublin. History beginnings of tourism unknow n 1845: horse-d rawn coach service operating round Ireland (4.. hel p promotion of special interest hols. " ) NOR1fHEIRN IRiELAND ... golfing.1 days VFR 10.4 days Writing 2 -7 Either write up a full description of one of the fact files. Decide what you will tell Team B. hiking. Team A Trends in Tourism Read the Ireland fact file below. When you are ready. Blomey . Kilkenny) visitors: 55 % . Make notes and plan your talk. .British visitors Recent developments real expansion over last 30 yrs govt. 23 . Blarn ey.A merica 1920: 1st official tourism office 1941-45: food scarcity in the UK -. or research an area of your choice and w rite an account of the development of tourism there.. .000 miles/day) (19: all visitors"".8% ~ Europe avo stay: holiday 11..Britain 1895: 1st package tour . give your talk. Team A and Team B.

Th e police became involved when the cab bi e (urned in desperation to the Portsmouth co nstabulary. Th ey had already booked for a three-day stay. so I asked jf they had a brochure from the hotd and they produced a pamp hl et. He was unable to trace the fa mous ho tel. But even they were surprised at how little they we re suffering from the time 'lone changes. I pointed to the et and showed them Portsmouth. one a iinie older. I spotted the word Portsmouth. USA. New Hampshire. a What was their American dream? b Why is the article entitled "A Tale of Two Cities"? c Why weren't they suffering from time zone changes after eight hours' travel? d What was the "minor inconve nience"? e Who is they in "They simply had no idea"? How did t he policeman finally manage to ex plain the situation to them? 9 W hy were they unw illing to take phone calls? Has anything ever gone wrong for you or for one of your friends on holiday? What happened? A tale of two cities as intrepid trio lose out on American dream he three French women had set out bound for adventure.• Where People Go between these places and your country? between these places and GMT? 7 8 Describing the role of tourism in an economy Working with figures Preview Work in groups." The three wom en. Th ey were fighting shy of all telephone call s. Particularly long-di stance ones. rather rhan fl y. The hotel was booked. They we re looking forward to th e autumnal sce nes arou nd PortSmouth. I've been doing thi s job for 3 1 years and this is the first time 1 have co me across anyone who acc id entall y ca me to the wron g co untry fo r a holiday. Read the article and answer these questions. ? d What is the time difference: - Reading 2 This article is about three French women who set off on holiday and received an unpleasant surprise. T Then they asked 'Is this Hampshire?' and I agreed. (from TI"Guardian) . "They asked if t h ey we re in Portsmourh and I sa id 'Yes'. the United States. then saw that it was in New Hampshire. Th ey plan to return ho m e this mornin g. asking for the She raton.. Sa ra de Bathe. in broken English. and still unable co find a luxury hotel as hig as the Sheraton. it seemed. They had their holiday cash. It was all a great mystery. they asked 'Are we in the wro ng COUntry?' Fortun ately. th ey saw the funny side and burst ouc laughing. There was only a minor inconvenience. Look at the pictures and answer these questions. They had preferred to take the boat. then ran my map on the lea A finge r down about half an inch and said 'Look! New Yo rk! ' I didn 't know if they were going to laugh or cry when. road or . were raken to the (wo~ s t a r Arcade hotel in Portsmouth . Drive you about for hours. accordi ng to the receptioni st. two in their twemi es. a Where are these places? b How long would it take you to get to each place from w here yo u live? c How wou ld yo u get there : by air. It didn 't seem that fa r away. T hey simply had no idea. But th ose cabbies. They stepped into a taxi.. " PC David Crouch said. Only eigh t hours on a fe rry fro m Le Havre. and paid a $500 deposit. U They were adamant they had booked into the Sheraton in Portsmouth.

PARIS AND FLORENCE SWISS CHOCOLATE CH EESE ICE CUBES SHOPPING 25 .xi d kamd . Underline the letter that corresponds to the I ~ I sound in each wo rd. Where are the I ~ I sounds? • twenty per cent • sooner or later • for in stance • not at all A autumn a check a cupboard an elevator a faucet fi rst floor a fortnight a restroom a retu rn a si ngle B • bill a closet fall ground floor a lift a one-way ticket a round trip a tap a toilet • t here and back • as soon as possible Her itinerary was totally unacceptable. • We went to Great Britain and managed to visit London. Stratford-on-Avon. O xford.e Vocabulary British and American usage 3 If the French women had managed to get to the USA. and Yorkshire. • I'd like to look at the figures for South-East Asia. ia lk (~ ste l IOJpr dt d k" Pdi d pie lslzl W hich sound occurs most frequently? Th is sound is the most common sound in English but it is spell in many different ways. they would have heard people using American English words and expressions. two weeks Listening 1 Americans in Europe Listen to an American family talking about their holiday in Europe and take notes on the comments they make about each of these topics: Os Listen and compare your pronunciation with that on the tape." I. Match the words in A and B which have the same meaning. I want to do an analysis of all the data to see if we're meeting our targets. 7 Read the sentences and phrases below. Listen and write down the words you hear.) w. • I' ve been given a brochure for Singapore. Which words are British and which American? Where People Go Speech work 1 05 The schwa sound In exercise 4 Penny says: "I would've kind of liked to stay lon ger at a coup le of places.

That is bad news for Disney World in Orlando. SWitzerland. the Prado. Pri nce Charles Rule 8: Lake Ontario.London's attractions. and a record nine million are forecast to book a foreign package holiday. The fi rst paragraph has been done for you. t he Atlantic t he Seychelles. the UK Practice Th e wo rd the has been deleted from thi s article. the USA. T rips to Florida from Britain fen by 20 pcr cent last summer and nearly half of people who destination. At least 25 per cent of British families are expected to holiday abroad next year. according to Lunn Poly.not least because peseta has [allen faster than pound. Put it back whenever necessary. the Philippines t he Sahara. Europe Napoleon. \. the Tower of London.. the Victoria and Albert Rule 2: Rule 3: Rule 4: t he Nile. such as Changing of Guard being main reaso n why Britain was world's si xth tourist in Florida.Language Focus The definite article Look at t he foll owing and put th em into log ical groups. These findings come despite a number of tourist killings S eventy pef cent of Britons believe visiting bookings are also down to Disneyland near Paris. the travel firm which polled a random sample of 1. were polled said they would not go there next year. Ru le 1: t he Uffizi. Lake Garda Rule 9: the beaches of Goa. London is more dangerous than going abroad. the West Indies. where bookings are up by 50 per cent . St Basil's Cathedral.. Africa the Alps the Himalayas Italy Everest the Gobi Desert the Nile the Seychelles Napoleon Coun t Dracula the temples of Bangkok the Thames Asia Austral ia the beaches of Goa Kilimanjaro Lake Michigan the Pacific the Parthenon Lake Ontario Lenin's Mausoleum the Louvre Madame Tussaud's the Mayan ruins of Yucatan Buenos Aires the Czech Republic the Mediterranean the Sahara the Uffizi the United Kingdom the United States of America t he West Indies the Yangtze Japan Geneva Saigon St Basil's Cathed ral 2 look at the examples and write ru les fo r the use of the in each case. British fear of London is not shared by nine million foreigners who visited capital last year . Spain. while in Scotland this rises to 80 per cent.030 adults about their holiday intentions.e\\\~ ~ N\G.\l~~\e\lm Rule 5: the Czech Republic. Count Dracula. the Thames. and . Everest. the Mayan ruins of Yucatan Rule 10: Madame Tussaud's. It looks as if b igges t beneficiary wi ll be cheapest country. the Alps. Egypt and elsewhere in Africa. the Rock ies Rule 6: Rule 7: Innsbruck. top American attraction for British tourists.

Other omissions of the c Before nouns used in a general sense: Ask here for information.) c When the identity is made clear by a follow ing dause: The pri ce (that ) you gave me was w ron g . He can speak Fren ch. when referring to an individual: She's British but her husband is Greek.o Other uses of Where People Go the d W hen a noun or adjective is used to create a category: The Russians w ant as many tourists as possible. Speaking 1 9 Work in two groups. Chinese. a We use the in superlative expressions: The biggest inf luences on tourism have been politics and technology. e When the noun referred to has been previously mentioned: She bought a map and a guidebook but took the map back. It w asn't detailed enou gh .French). German. Tourism earns foreign currency. English Peseta Swi ss Franc Lira lO in many cases the nationality is the same word as the language (French . Do you know any others that are different? 27 . a Before nationalities. Then work with a partner from Group B to check your answers.English). GROUP A Discuss what should go in the gaps. (It is obvious wh ich lobby. b When referring to an ability to speak a language: He's very gifted at languages. En g li sh Bahasa Malay. Group A look at the grid below. Group B look at the grid on page 105. but sometimes they are different (British . The dollar is wanted everywhe re. b When the identity of the thing referred to is clear from the context: I' ll meet you in the lobby. Spanish and A rabic. Ru ss ian. COUNTRY Argentina CAPITAL Vienna LANGUAGE CURRENCY Peso German Bra z il Bra s ilia Cze c h Cro w n Egypt Arabic Greek Drachma Forint Rome Italian Yen Hun ga r y J apan Kenya Kuala Lumpur Madrid Swi tze rland Tuni s ia Turke y Kiev Ukr a ini an Tunis S\va hili.

066.750 £775 500 = £16. Each figure is said separately: 0.5 UKI USA zero point three five zero point five UK nought point three five nought point five d Fraction s are expressed using ordinal numbers: 8. Working with figures a We say 9 mi//ion (NOT '9 millions). from $100 to $105. h W hen speaking about money we say the currency unit after the fi gure: £55 fifty-five pounds ($800 eight hundred Canadian dollars Speaking 2 Calculations 12 Read these calculations aloud. 548 one thousand five hundred and forty-eight (NOT 'one thousand and five hundred .75 eight point seven five eight point seven five a third 1/3 a quarter 1/4 a half 1/2 two fifths 2/5 three quarters 3/ 4 e Note these mathematical term s: 18x34=612 2773 = 9 27 = 9 3 eighteen multiplied by/ times thirty-four equals/makes/ is six hundred and twelve twenty-seven divided by three is nine Many figures are pronoun ced individually: A Boeing 757 seven five seven Flight 8A 818 eight one eight Your reference number is 995.66 a head :30 2/5 were holidaymakers = 2. nine nine five My room number is 631. b For figures over 100. etc.750 with 10% discount £7. but we say one thousand before a number of hundreds: 1.. 5 coaches @ £1.000 £7. and by are used to indicate changes in figures: Th e price has risen by 5%.Listening 2 Figures 01 1 listen and write down the figures that you hear. We say 9 million foreigners (NOT · 9 million of .000 1/6 were on ~usiness = 1 ..400.666 £6.. British En glish uses and between the hundreds and the tens: 257 two hundred and fifty-seven USA: two hundred fifty-seven 983 nine hundred and eighty-three USA: nine hundred eighty-three 1.975 .550 eac h = cost of coach hire = £500 I>reakeven =:30 PAX r etal no.000 a thousand or one thousand We use and when there are no hundreds: 1. ) BUT we say millions of foreigners. thousands of tourists. of visitors to Singapore =6. two oh five fou r seven eight g From. to . ) c If we use a decimal we say point. six three one My telephone number is 205478.35 0.560.030 onela thousand and thirty.

Use the information from Speaking 2. 3 The British Museum 3.659 f. o • w hat special purchases they have made.iOOm in To THE UK MIl. 4 5 6 Versailles 2.9m _.1I1~ by ov. but you should be able to find some people who can.:cr5n.lON T OUR IST 5 1'E ND I NG BREAKD OWN D OMES TI C AN D O V ER SEAS T OURISTS TOTAL £2 6. 2 .8 m Compare your findings with those of other members of your class and write up the findings of your survey using charts and statistics where appropriate. Then li sten to your partner talking about tourist spending in the UK and complete the information on the pie chart opposite.l. EU (NUMBERS PER YEAR) PlACE The Pompidoll Centr~ NO.665m by UK raidenu s£aying ove rnight D. STUDENT A Ask your partner for the information which is missing from the table and answer hi s/ her question s. w here t hey are staying and for how long.. if possible.003 m by UK rcsiJc:nu on day crips f lO. 7. t he type of transport used. You have been asked to write a short report on the nature and value of tourism to the UK. VALUE O f TO UR I SM TOT AL L2. Student A look at the statistics in the Where People Go Writing Questionnaires exercises below. interview some foreign visitors to your town or city.e Describing tables and pie charts 13 Work with a partner. Ask the visitors about: the places th ey have visited. Student B look at page 105.553 M ILLI ON yisiw rs to UK carri<:rs £9. Not everybody speaks English of course.S £1 8.6m Present the figures in this pie chart to your partner. OF VISITORS o the reasons for their travel. 15 You work for the market research department of the UK tourist board. It is probably best to do this outside a local tourist attraction.89 1m by OVCJlQ$ visitors in fhl' UK 29 . THE MOST V I S I TED MONUMENTS AND MUSEUMS IN THE RANK I 14 Write a questionnaire and.

. flKO 3-7-52 HRHR[HI CHIYOGAOKA K ASUKA RF. 5 What would you say in these situations? a Someone phones but the call is for a coll eague w ho works on t he second floor... Talking on the phone Here are a number of expressions that you m ay find useful when maki ng a phone call: May I speak to/with .. I 'm afraid she's not answering her phone. moment.. Tell your partner your name. 9 Don't . You need about an hour to get it t ogether. there's no reply. please. you 've got the wrong number. Th e person yo u were speakin g to rings back.'m returning youreal/. STUDENT A get back (to someone) a Sorry. I'm sorry.. to you by eleven. SAlT AM . 03 d You're on the phone but haven't got all the information to Listen and check your pronunciation. Sorry.• Travel Agents Vocabulary 1 Two .. Use them to fill in the gaps. t he call may be diverted to another number.... . to her extension.... and write down your partner's name.. e Would you . I'm sorry.I never seem to be able to ... e The number is constantly engaged. Hold on a moment. 2 Work with a partner.. We got .. c The line is constantly busy .. ... a minute and I' ll see if she's in her office. you .. Sorry to keep you waiting. address and phone number. b The lin e went dead.part verbs 4 The verbs in the box are often used when making telephone calls.. d Could you . hand. Student A look at the card below. You want someone else to call Global Tours for you.. I don't know w hat happened. could you r epeat that? I'm afraid he/she's not in at the 1'1/ iust put you on hold...... Student B look at the one on page 106. address and phone number (on the business card). c You're on the phone but need to get a file from the office J A PA N 181 1486236234 next door. b I'll ... yet.. Can I take a message? Shall I get him/her to call you back? M rs X will get back to you. hold o n cut off hang up get through put someone through ring up Taking and making holiday bookings Preview The alphabet How are these letters pronounced? A E 0 U G J Y Make sure you know how to say the English alphabet.... Sky Air and ask if t hey have any seats on th is Saturday's flight to Delhi? f I'll make some enquiries and ..

Put them in the right order.. pass me the brochure. will you? Let"s have a look at the schedule.. a W ho made a good impression and why? b Who didn't make a good impression? Why not? Think of an adjective to describe each speaker.~. 8 Work with a partner. ~\ \~ ~ '--.:7. I\ \\. are you? Th ey haven·t confirmed the booking yet. What do you notice about the way indirect questions are formed? 3 Study the way these tag questions are made. shall we? You had a single room last Direct questions How far is it? How much does it cost? Indired questions Can you tell me how far year.f: _____ .\his Speaking 2 ~: . ~~ " . For example. shall we? How would you categorise the following? Shall I look after the paperwork for you? Would you like me to make the visa arrangements? Would you care for a cup of coffee? Practice The following questions have been jumbled. Take the telephone call./ - ct:~~~~! 4. 2 Yo u work in the sales department of Skways Holidays.e Language Focus Asking questions In formal situations it is more polite to ask questions indirectly.. Listening 1 . didn't you? What are the rules for the formation of tag questions? Why do we use tag questions? What is their function in the it is? Cou ld you tell me how examples? 4 Sometimes a question doesn't really function as a question..f InNiIh. 6 DISCUSS with your partner: ~-=-'-"""''''~ '. For example: Why don't you try a holiday in Scandin avia? much it costs? How long does the journey take? Do you know how long the journey takes? 2 Which of these is correct? How would you reply? Would you mind spell ing that for me? Do you mind if I sit here? Would you mind to spell that for me? Do you mind if I'm sitting here? Let·s have a look at the schedu le. have they? You won 't forget to fax me the details. a The Impression you wo uld like clients to have of b The Impression they should receive of your firm c How you can give this Im pression over the telephone YOU.> j i" available in the sales department at present. it can be better to use an indirect form such as Could you tell me when you were born? rather than When were you born? Look at the questions below. Return Ms Penelope McBain's cal l. No one is 0 7 Listen to six telephone calls and answer these questions. when asking a customer for inform ation. 31 . Offer to take the name and telephone number so that the caller can be contacted.\ ~I . A visa is compulsory. Student A look at the text \ below. Student B look at page 106. will you? Tanya.> ~. For example: a b c d e f spell you cou ld me for Linares? Cou ld you spe ll Linares for me? 9 h details if the yo u r mind do check ? sharing mind twin you a would bedroom ? me you is can what tell fax your number ? for I necessary shall t he make arrangements you ? you in mind filling wo uld this form me for ? want many you how could you me tell to with go you like would to me hold put you on ? you won 't sharing be t win a bedded room you wi ll reqUirements yo ur entry draw the r may attention to again on they are aren't strike the traffic controllers people ? ? (2 answers) ? air ? Speaking 1 Telephone skills if \he (hqr~Sth'<t yeJ. Find out what she reqUires and take down the relevant details. especially at the beginning of a conversation... ~ STUDENT A You work on the switchboard of Skyw ays Holidays. isn't it? Travel Agents You're not leav ing until next month. "'-I \~ .

Which sounds friendlier? Why? If your voi ce is flat and has little expression in it.... B And the plane comes back to Gatwick. As it so happens..... A Right. W ell .er... $0.. airport (i) . and one to Alpach in Austria for £169. (a) .. let me take a few particulars.. have you? ~ ~ b She isn't going. my partner prefers Switzerland so I guess I'll take that one.. w hen you want to ask a' question beginning w ith a verb raise your pitch on the last stressed word........ Could you (k) . could (h) .. (j) ....... Which are real questions. Th en act out the conversation. I was co nsidering taking a short skiing trip.. (g) . But could you first give me som e idea of where and when (d ) .. Er.. A W ould (e) . well.. yes.. A G ood morning. Both leave this Sarurday.. This helps to make you sound more polite and interested .. well . would you mind spelling that for me? o 13 Li st en and co mpare your answers. a b c d e Can I help you at all? Would you mind spelling that for me? Can you te ll me you r number at work? Sorry .. is she? You haven't paid yet.. You will hear the same question twice.. 0 10 Read these questions aloud. Vm. name (I) BYes.. Bogd.. ? A Urn .. which are requests for confirmation ? 12 Work with a partner and complete th is conversation.. good intermed iate to advanced ski runs? A Mm.tn Kom inowski. cost and good skiing. You don't happen to have any bargain packages. (c) . ? A Ah well..... A That's right.Speechwork Intonation in questions 09 Li sten.. yes... some help or are you just (b) . but the sooner the better... Th en listen and compare your intonation with that on the tape. that's fine. have yo u? o If we use falling intonation (as in a) we are looking for confirmation or agreement. We have a seven-night self-catering deal to Verbier in Switzerl and and that's £259.. Listen... This often provokes a negative response in the listener.. If our voice ri ses (as in b) then we don't know the answer and we want to know. ? B No. Gatwick. you may sound bored and uninterested.. ? B Good morning. Could you suggest where (f) ... ? A Yes. ? B Anytime between now and mid-March really... ski in E urope or America? B I was thinking of Switzerland or Austria but it's more a question of B Fine. . That's not too short notice. Th e intonation either rises or fall s: a She isn't goin g... is she? You haven't paid yet. with different intonation. . cou ld yo u repeat that for me? Could you please give me your passport number? f Do you have any idea how long it takes? 9 Could you tell me w hat the price includes? h Can I get back in touch with yo u later? Can you tell me w hen you wish to return ? Do you mind if I ask you how old you are? Intonation in tag questions 11 Tag questions can be said in two ways.

b Clie nts do not need a visa. After you have listened work out the sum of money the caller will write on the cheque. e Full payment is due two months before departure. i nsurance premium ~r We :usume you reqUire ' .eeTed· I Itcnr.SURANCf Insu. I :-. Speaking 3 16 Work with a partner. ' Th C visa . our I nsurance UN LESS ' you h ave made alterm. SIGN ATURE . Student A works for a travel agency taking bookings. Reading 1 Booki ng fo rms 14 Look ~t the booking form for holidays in Russia and say whether these statements are true or false. a The customer has to purchase an Intourist travel insurance policy. • og my holiday. Student A should note down information about: _ the holiday _ the dates the customer' s name. I TOTAL VISA SERVICE A visa is compulso 1'). Student B wants to go on holiday (choose a destination).d CNlrgt! foml mWf be completed. j D<posirof £IOO per f. No. you have to make a de posit of £400.o Travel Agents cfttT 0 URI S T PLEASE USE BLOCK CAPITALS BOOKING REFERENCE UKR352. person V isa per person D eposit per person £_--£ _ -£_. co n m ons and orher information St:t our in the brochure rclevam to . passenger or full payment when navel is within 8 weeks. Take turns to be Student A and Student B.rance Li _ is co mpu Isory on an I ntourist Travel mnea holiday. their trip and payments. c If you make a reservation for fo ur people ten weeks before departure. 33 . Act out the beginning of the conversation. II. o ' Listening 2 5 Listen to someone make a holiday booking over the telephone.JP TOUR NU MBER DEPARTURE DATE DEPARTURE AIRPORT TOTAL HOLIDAY PRICE MrI Mrs I Ms I Miss Fi rst na me Su rname Address Tel.u \'e arran gemen ts for greater or com parable cover. d Deposits cannot be made by credit card.- 1fpaJm~nt js mode by credit card. charge will aucom:uically be added to the invoice ~ ease III in thc standard application form.a fe-paymg . Nuional iry . d" . Note the details of the traveilers. ~ I wa rra nt that I am auth· ortsed to m ake this booki I ha\'e read an d agrc:c to abide by the booki ng..

you can earn up to 45 per cent commission. at which time the client must (i) . hefty cancellation charges apply.. BOOKING PROCEDURE ONCE THE client h as signed the booking form.S by credit can!. take out a{n) (g) . on the holiday and (h) . [t is a good idea to note the date by which you should get the confirmation or the invoice back . it is essential that you should collect full payment at the lime of booking. make sure the booking form is correct ly completed and then add the premium to the deposit. If the tour operator's insurance is chosen. settle option come PAYMENT OF BALANCE ABOUT EIGHT WEEKS before the client is due to travel. all the derails such as f1ighr reservations or hotel rooms will be confirmed.. Fill in the gaps with words from the box... When confirmation is received you should check the details to make su re they are the same as those in your file and on the photocopy of the booking form... 3b If the ciiC'nt takes OUI hislhct own in~urancc. If the opt ion expiry date is coming up soon. .~h Of by 2b If the clien! pa')... it is best to telephone and make arrangements to extend the option so as to a void any risk of the booking arriving too late... When payment has been finalised you are then ready to (j) . <b Make a nott: oflhe dalc when --- you should rel·ci\"e '" --- " 5 / Make u nOle o f when the client should I . it should be sent to the tour operator immediately . highlighting the latest date for payment.. 6 When eonfimlll.. It is also a good idea to make a note of the dale by which the client must make fu ll payment (usually about six 10 ten weeks before departure).... . for file expiry these charges by ensuring you are holding iull payment before the date thai ca ncella tion charges (e) . adapted from American Express Training ManUllI I 2 Collect Ihe / 2.. . b l·hcque.. lale bookings are bookings made after the date liability departure confirm when fu ll payment weeks before (f) . the confirmation shou ld be sent to your client. in full . Make sure YOU check each booking form ro see exactly when payment is (a).. If [he client cancels after the (c) .. " / • " Scnd off booking form 10 TO for confirm:J.tion . If the TO· § in~urance is chosen.Reading 2 17 Read the extract from a travel agency training manual.usually two to three weeks after the booking. So usually a late booking is one made less than eight due issue Since cancellation charges would apply immediately in this case. You must safeguard yourself against Cd) . If the dient pays in cash or by cheque.1S expected.. However . .lion is recei. As far as tour operators Me concerned... Should the client decide on an alternative insurance policy or perhaps no insurance at all (not to be advised).. into force. Of course.. Finally. ... it when they return to pay by an agreed date. full payment for the holiday must be collected.. yOll should issue a receipt according to office procedure and then forward this payment to the tour operator concerned. / If'he expiry date is imminent lhen. \V. When the tour operato r receives the booking form.·cJ b Vocabulary 2 18 The extract on the right also comes from the trave l agency training manuaJ and completes the description of the booking procedure. you hl!fshe should '" / ] " Dt-ill wilh insur::mce / ]. make sure this is properly noted on the booki ng form. if the client pays with a credit card.. and make a note all your (b) . Remf'mbf'r that if yo u sell our own group's travel insurance.. Once the booking form has been signed.. Then copy and complete the flow chart. If tbe client is unable to pay at once. it is important for the client to lake out insurance. you must collect I Ask Ihe clicnllO sign the the approp riate deposit payment.... You may find also that from time to lime th e operator m.. If Ihe dient pa)'li in ca.1Y want the client to sign a Standard Sales Voucher instead. you should make sure he or she has completed and signed the credit card section on the booking form. date for final payment. the travel documents..

Reply to his/ her enq uiries and take dow n the details. Aida and Ofello to choose from (tickets for two performances in the second sector of the Arena in Verona). PortulUeaeJI:Dlli. FIGUEREIDO . list the sort of information you will need in order to fill in a holiday booking form. Before you begin."""'" You will receive a phone call from a client interested in a tour called "Venice and the Verona Opera"....o Writing 1 19 Write a check li st of pOints for new ly-trained staff to remember when making a booki ng.. All transfers between the hotels and the airports.. '-"'" ~ 0171 . lOCO 03/2005 M. Norma. three nights' HB accommodation in Verona at the Hotel Borghetti in ensuite rooms. Plus a full tour of Venice and the Venetian villas of the 8renta River and a stay in Venice. Wilkes.. Student A look at the information below. Waterbuses to St. Take turns to make and take a telephone booki ng for a holiday.. 4773 0978 6337 2451 E xpiry date: Cost? . Ring up to make a booking and check the details. Charge the full amount of the ho liday to hi s/ h er credit card . NabuccQ. Student B look at page 107. Writing 2 STUDENT A 21 Write a letter of confirmation to J. Mark"s Square depart from the main station just a few metres away.. Travel Agents Speaking 4 20 Making a holiday booking by telephone Work w ith a partn er... Insurance £ 18. Price: from £795. Venice and the Verona Opera Departures: 15 July 25 August: 7 days Programme: Performances of La Boheme.... Sicily Dates? . Cefalu.eb TraaalaUoaa ihings to see and do? Accommodation? Insurance? Credit Card .. enclosing the tickets and the detail s of the holiday in Ven ice and Verona. STUDENT A You want to go on holiday to Cefalu in Sicily. . Includes flight from LGW. plus the services of local hosts and guides. Three nights' bed and breakfast in Venice at the Grand Hotel Principe on the Grand Canal. 35 .

Activity 4 Work with other people from your group. You are an independent travel consultant. will you want to tell your client? Activity 5 Write to your client to give your opinion of the hotel and the resort. 12 and 14. Yo u have recently received advance inform ation about a package. THE HOTEL facilities cuisine rates discounts • amenities climate transport activities souvenirs It is important to find out whether the children will be catered for as well as the adults in the party. The chairman himself will be going with hi s wife and four children aged 5. . You are at your desk at Paradise Holidays pic. Group 8 look at page 108. GROUP A Activity You wo rk on behalf of the social comm ittee of a large car manufacturer. In particular. Ring up the agent at Dream Holidays In c. You are learning about the ameniti es and facilities at a new resort .Scenario 1 Advising a Client Giving information a nd advice on specific ho liday destinati ons Work in two groups. and find out about the hotel and the resort. A travel consultant contacts you by phone. Your partner works for Dream Holidays Inc. He/She is a travel consultant. They all realise that skiing in the States is a bit pricey but they are looking for value for money. Approximately forty adults are th inking of going. Group A look at the text below. You think it's called the Sheraton Colorado but can't be sure. The chai rman of this com mittee' has asked you to give him some information about skiing in the USA. but keep your partner from Activity 2. a Where is the resort? b How long is each holiday? c At what time of year can you go? 2 Note the important facts about the resort and the hotel under these headings. Use your notes to answer the caller's enquiries. Read the brochure extracts about Goa on page 37 and follow the instructions below. a Which are the most popular weeks? b What type of client is attracted to this type of holiday? Activity 2 Work with someone from Group B. you want to find out about: THE HOTEL/PACKAGE • the precise location • its size • hotel amenities • facilities • rates and discounts cuisine THE RESORT • transport to and from the resort • skiing and equipment hire • eating out shopping • climate 1 You are trainee tou r operator sales staff for Paradise Holidays pic. Today you are attending a train ing session. You have now gone back to your consultancy oHices. Work with a partner from your group. Answer these questions . What 3 Discuss these question s. 8. wi ll you want to recommend this Ame ri can hotel and the resort? Discuss your recommendation s with your col leagues. Activity 3 Now change roles. THE RESORT location . Were yo u impressed by Dream Holiday's description of the package? On the basis of what you have heard . plus twentyeigh t children.

lt 2 garden ba~ paragliding c ruises can be arran ged Holiday c ode IND 309 Room type h~'inJsho "..h tropical gardens leading on to the beach thi s modem hotel offer.Scenari o 1. The Garden of Eden Hotel * * * * Set in lu::. All rooms are en s uite. .. from 18 Dec to 23 Jan 45' 54' '34 51. with airconditioning. built by the Portuguese to guard agains t intruders. in particular the sixteenth-cen tury BasJlica of Born Jesus a nd the Sc Cathedral be missed . you' ll love shoppi ng in the colourful markets where vendo rs in traditional costume sell everything fro m fabrics. Regular entertainment includes beach barbecues. Finally. T V.00 from 06 Apr JO Apr Climate Month N(lv IX< Temperature n ours of sunshine 33'<: 33"C 3 1' C 32"<': I. folk dances and live music. .. 8 37 . of nighb from 01 Nov to 17 Dec I. 688 from 24 Jan 1 0 02 Mar from 0) M ar 10 24l\lar 844 688 82l 5 16 Transport Courtesy buses to the cit ies of Old Goa and Panaji. Nor should the Portugue. Transfer to hotel approximafely 50 mins. telephone and mini-har.'er or bath/patio Clr halrollY 8o~rd health spa beauty parlour basis bed & IU'HkfllSt gymnasium evening entertai nment No... F. a good standard of accommodation in the main building Of in garden cottages. Flights Scheduled from Gatwick to Dabo] im. Advising a Cl ient GOA Sinquerim Beach Relax on Goa' s golden beaches or swim in the luxuriant sea under the protection of Aguada Fort. patio or balcony.b Mar 32'C 33"C Ap' . I . shopping arcade 2 resta urants: traditional Hindi and Portuguese Indian On the beach windsurfing wOll er-skiing bO. Visit the unspoi lt ecosystems of the Western Ghab and the habitat of the King Cobra. But no journey to Goa is complete without viewing the treasures of the ancient Hindu city of Goa which now lies in ruins. jewelle ry and spices to a variety of souvenirs.e old city with its fine churches and temples. Hotel Amenities 2 swim ming pools coffee shop. 54' 612 '56 from 25 Milf 1 0 05 Apr \Q Value Plus SINGLE SAVERS FREE UPGRADE CHILD REDUCTIONS No supplements For honeymooners £100.

Use a dictionary if necessary. Others cover increases in room allocations. HO\vever.n said Cadogan Travcl 's tour operations general manager Gary David . bartering for room rates is only one aspect of Gary David 's work. Another way of getting a better deal from hoteliers is to introduce a new section to the brochure which promotes a top hotel in each resort. This is in addition to briefing couriers. I'vp got now to push for increased room allocation. who has made thirty-four visits to nine destinations featured in the winter brochure. improved child reductions. but I'm dealing with hoteliers who don't need me because most cater for n business tramc. how cooperative are the hoteliers he has been working with? Tell your partner about Gary's job. "'We need hoteliers as much as they need us. a Who is Gary David? b What does his job involve? c In his opinion. there's a lot of bluffing going on. HOTEL CONTRACTING Hotel contracting is one of the most cruci al activities of' any holiday company's business . and use this as a bargaining tool. Student A read the text below. "'But they play gam es." said Mr David. visiting the tourist offices for each destination and dealing with forty airlines that serve the r esorts.• a b c d Tour Operators Planning and negotiating holiday packages Writing letters of confirmation and reports Preview Work in groups and discuss these questions. longstay deals and contributions toward s advertising. added extras such as '\-vinc. "In Gibraltar I' ve had to drop two hotel s beCause of poor standards so I\-e got a shortfall in capacity. "1t is a question of attitude as well because some hoteliers like bigger operators while others do not. inspecting hotel notice-boards to make sure material is well displaycd (it often isn't). the manager agreed to contributions for advertising and brochures. STUDENT A Before you read the article below." He claims this year to have toured 170 hotel and selfcateri ng properti~s." At Gibraltar's Rock Hotel. Make notes before you begin. "There are all sorts of polities. the Rif Hotel manager refused to move from his 20 per cent hike in rates."el Trade Gazelle) . What do you think a foreign tour operator wants from a hotelier? What do you think a local hotelier wants from a foreign tour operator? Who is in a better position to negotiate? What problems do you think there might be? Reading 2 Work with a partner. (adapted from Tra. or g ive out awards to tempt them to give better discounts. Student B read the text on page 110. crucial to feature (in a brochure) to bluff to brief a hike (prices) to barter (room) allocation an upgrade to bargain a shortfall Read" Hotel Contracting" and answer these questions.it is also one of the most demanding with an cndless round of reso rts and hotels and the inev itable negotiations of next season 's rates. afternoon tea. upgrad es. vi ewed 500 bedrooms and visited sixty-five handling agents. whereas in Tangier. fruit or flowers. check you know the words in the box. which arc all used to improve the o\'era ll deal.

PROCEDURE A questionnaire w as designed in consultation wi th senior marketing staff. in t he two texts. Findin gs . your own id eas and the headings below as th e basis for your report. 2 • Most short formal reports have a format similar to this: Title page or heading .o Tour Operators Vocabulary 3 Work with a partner. Explain their meanings to your partner. For example. Then answer th ese questions a W hy are Exotic Destinations interested in startin g a package to Cuba? b W hy do th ey think they w ill be competitive? c W hat load factor w ill they be working on? d W hat kind of overheads are mentioned? e W hat are they going to charge for a two -week package? How wi ll they compensate for thei r low profit margin? 9 W hat is t he difference between their rates and those of their competitors? Il Why does Richard wa nt the f inal package prices? 39 . W hen you read a text in English you may notice that some of the vocabu lary can be grouped around a topic. You are research assistants for a tour operator called Exotic Dest inations.2 Hoteliers tended to focus mainly on money and methods of payment. • • • Procedure . Our hoteliers and our Tour Operations Department w ere approached and asked to complete the questionnaire. • Terms of reference/Objective . check it: • 3 3.w hat was discovered.a sum mary of you r report and suggestionsfor the fut ure. They are discussing a new package t our to Cuba. Choose five new words from the text you read. Use the two articles "Hotel Contracting" and "When the welcome is frosty". 3. to carry out a survey on the relat ionship between our management and resort hoteliers.this should be clear but short.this states w hy the report is being w ritten. The findings were analysed . 4 CONCLUSIONS AND RECOMMENDATIONS • Name: Research Assistant • • Does it have dear headings and a numbering system? Is all the information relevant and necessary? Is it logically organised? Is the language in the right style for the intended readership? Is it easy to read? Is the English correct? Date • • Listening listen to part of a meeting between Maria Rodrigues. Write a report on the relationship between your management and resort hoteliers.the method used to co ll ect information. Writing 1 4 Work with a partner. After drafting yo ur report. there are many words w hich can be grouped around the t opic of money. TERMS OF REFERENCE At the request of the MD. 1 FI NDI NGS Tour Opera.tions outlined the following difficulties. and members of the Planning Committee. Conclusion s and recommendations . the MD of Exotic Destinations.

o Listen and compare yo ur pronunciation w ith that on the tape. been able to fill. What words are missing from the gaps? (There is more than one word in each gap. I sho uld have been there but my plane was delayed and you know w hat it is like getting back from th e ai rport. my secretary has typed up the minutes and you should have got a copy on your desk.. Then listen and check your answers. Sim on Maria Simon Maria Yo u cannot go as low as that' We can! J mean we have to otherwise the competitio n will take away ou r custom. So (d) .. I have had to drop two hotels. 270 seats at approximately £250 each o Contractions 6 listen to David talking at the meeting.... us their seat rates and (b) .. and the negatives.Speech work "Well. Practise the dialogue with a partner. d There is a lot of bluffing going on. Well . I will f il! you in w ith w hat we discussed. Urn... 'f o 7 Decide if contractions are possible in these sentences... the forms of be and have.. a W hat wil l it be like? b She has been working there fo r six months . Maria. 8 Read the phone conversation that took pl ace the following day between Maria and Sim on. . Pass me th e ashtray. do not you. Simon Hello. a discount by taking a time slot (c) . She cannot have fin ished by now. we have now been ab le to squeeze some very competitive rates from the hoteliers. And (e) . Decide if they cou ld be contracted. I am sorry I cou ld not make the meeting... . w hat was it like? Maria Well...... Th ere are never any taxis when yo u need them. will yo u? c She has to do a really difficult job. I w ish I had been there because I reall y do not agree that th e price is right. . . It is ve ry tight but w e have got no alternative ! Simon I see what you mean but I think w e had better t hink agai n. (a) .. Simon Maria Good ! And did you discuss how much we are charging the punters? £550 for two weeks. yo u know...) for twenty-five weeks in rotation. h You should not have told them our profit margin. e Th ere are all sorts of po litics involved. by the marketing people (I) . She mu st have forgotten then..so we should be doing OK... Anyway. the Assi stant Managing Director.. Can you see it? No. probably be working on load factors of about 80 per cent .. Underline all the auxiliary verbs. 9 She was in Majorca last week. that I have negotiated a site at Guardalavaca. Anyw ay.

m Sky Air stipulated that the agreement would allow for increases in the cost of aviation fuel. Ve rbs with two objects can be made passive in two ways. e The broch ures should be sent to the travel agents in Odober. It was stipulated that the agreement would allow for increases in the cost of aviation fuel.e. Practice Complete this letter to Mrs Marinelli by expanding the followi ng notes.25 November / weekly basis. It note I this aereement I valid /2 year5. The ratesforthisyear lfix/ advance 1$1 = 1650 lire. a When do we use the passive rather than the active voice? b How is it formed? 3 Match the following statements about the passive to th e examples in 1 above. They should send the broch ures to the travel agents in October. Therefore suitable space I must provide I for our company leaflets and notices I display. Th e information was give n to the managing director.o Tour Operators Language Focus The passive Read these groups of sentences and decide which are in the active and which are in the passive. It has al50 come notice / your copy of the contract / never ratum. h You must get authorisation for aU expenses in advance. / require / infonm the hotelier / 4 weeks advance / if we wish our allocation I cancel. We trust we are in ~reement on all these points. Passive constructions beginning with it are used to ma~e a statement more formal or impersonal. q Th e tour operators paid her $2. o Environmentalists say that an influx of tourists will destroy the plant life. a b c d Sometimes it is appropriate to say who carried out the action . k He gave the managing director th e information.000. At the meeting / hold /25 January / it / agree that: 1 500 rooms with sea view / make available / Grand Canyon hotel/3D March .000. 4 It bring I attention / tour infonmation I nat display / last year. by or before 25 December. The account settle I 1 month after close / of the holiday period i. b Sky Air has approached us. 3 All payments/ make I U5$. 9 All expenses must be au thorised in advance. Yours sincerely. I remain I disposal I raise I further points. j The managing director was given the information./6 months' notice I require in writing I in order it I tenminate. Dear Mrs Marinelli. 41 . Modal forms can be used. I I grateful I complete I without delay / return to our Head Office. d The marketing people tell me th at we wi ll probably be workin g on load factors of about 80 per cent. a We've been approached by Sky Ai r. p She was paid $2. c I'm told by the marketing people that we' ll probably be work ing on load factors of about 80 per cent . This is to confinm our recent discussions. 2 Answer these questions. 2 We. n It is said that an influx of to urists will destroy the plan t life. Global TOUr5.

Speaking Putting Together a Package 9 Work in groups. • The final destination is chosen. • New potential sites are compared. patterns of demand are identified. • The brochure is printed. • The first holidaymakers arrive. . • Economic factors are investigated. Are there any stages that could be done at the same time? How long do you think the whole process takes? At what stage are Exotic Destinations in their planning of tours to Cuba (page 39)? What else do they have to do? Re-opening for the summer 10 Work in groups. You are re-opening your hotel for the summer season. • Resort representatives are recruited and trained. Look at the following steps in planning a new tour programme. and put them into a logical order. • The brochure is designed. Decide what needs to be done. • Exchange rates and a selling price are fixed. Add any stages which you feel are missing. • A trial costing is drawn up. • Bulk hotel accommodation and airline seat rates are negotiated.

worI:ing from the departure date. IIMr 6 Your policy is to acknowledge complaints within five days and where possible to give a full explanation w~hin three weeks. Then negotiate with the VISTAS 4 Customer complaints It was agreed .. Within your group you will work in two teams of two people.. This is a summa ry of the points we cO\'cred during our meeting of (date) Commissions It was agreed .. We 're sure you 'lf agree . 3 would like to have guaranteed eye-level racki ng in all Age nda 12/03 Sales of GETAWAY Tours 1 Minutes V 2 Review of foreca sts fOI' next seaso nV 3 Commission l evels 4 Rack ing 5 I "cent i yes 6 Policy on complain ts 7 Edu cat i ana 1 s t . Team 8 consists of the Commerci al Relations Manager and the Chief Negotiator for VISTAS. you will have to modify some of the wording. 43 .. - how much you are prepared to accept. Our position is that . Agreeing Yes. ... .oes. Team A look at the text below. IIlem 7 You can offer an educational for the travel agency staff which D ear this rear will be to India.. Read and discuss your negotiating poSition. say what.. Team A consists of the Marketing Manager and the Chi ef Negotiator for GETAWAY. you can offer £1. it was decided . Use this outline as a model. Useful negotiating language Making a proposal 5 Educationals These will . you r order of priorities. 2 Sales. Display and Racking Policy The policy on this will be . a chain of travel agents. Decide who will repres~entatives. Team B look althe text on page 111. I'm afraid that's ou t of the question. Before you start negotiating with VISTAS you should decide: what you want to achieve. You would make this payment monthly. I see your point but . TEAM A: GETAWAY look at the agenda on the right.o Tour Operators Negotiating an Agreement • Wo rk in groups of four. a tou r operator. write a letter to confirm your agreement.. w hat you think V ISTAS wi ll be prepared to accept. If they pay quarterly (like all your other clients)... w hat you think V ISTAS w ill want. but.. . You have just finished discussing item 2. Often a lot of time is needed to check up on all the facls . Writing 2 12 After your negotiations between GETAWAY and VISTAS. As we see it ... We appreciate your position but . Let's be realistic. IIlem 5 • they ask for incentives. If you haven't reached agreement. W ith best regards Yours Sincerely I'd go along with that Point taken. 3 Incentives Afte r discussion. offer SOp to the person confirming the booking. Disagreeing I suggest we .10...

g. Does this correspond to what you think Britain is like? Is there anything you would like to add to the table or take away? Produet strengths Produet weaknesses • Friendly people • • Lack of foreign language skills especially good-quality. self-catering and farmhouses) Insufficient investment in connecting road/rail transport links High rail/tube fares Perceived difficulty of driving on the lett Wide variety of good cuisine · • • Perceived high costs Perceived low quality by some visitors Variable standards · · • • • Good choice of language schools High standards of health and hygiene Free press/media Politically stable Attraction of the Royal family/historical traditions/ceremonies · Poverty and violence in a number of inner cities .• Promoting a Destination Identifying the strengths and weaknesses of tourist destinations Giving presentations Writing brochure texts Preview The photograph s show some popular aspects of Britain. Work in groups and discuss these questions. particularly in london and on some polluted beaches Good network of Tourist Information Centres · • • • Channel Tunnel Toll-free motorways Widespread availability of lead-free petrol · · · • • limited supply of modern budget accommodation in urban areas and on transit routes limited booking services for some types of accommodation (e. a b c d e Why do people come to your country? What do they do when they are there? Is it the perfect place to come to or are there some disadvantages? Why do you think people want to visit Britain? What do you think are the negative features of Britain? Reading 2 The table li sts so me of the positive and negative features of Britain as a tourist destination. on-site interpretation in other languages · · · • • Historic cities/pleasant countryside Attractive coastline Good shopping facilities Many types of accommodation Utler and pollution.

Make three networks round the headings advertising. what does it do? listen to Ann Trevor talking a bout the way the Barbados Tourist Authority promotes the Caribbean island within the trade and answer th ese questions. Use the words and expressions in th e box and add as many words as you can.f) Promoting a Destination Writing 1 3 Think of the strengths and weaknesses of your own country as a tourist destination and produce a similar table for it. 7 Nouns in Eng li sh can be countable (like a trip) or uncountable {li ke travefJ. Listening 1 4 Does your country have a government organisation which is responsibl e for the development of tourism? If so. stickers brochures trade fairs sponsorship ex hibitions press releases promotional videos posters leaflets compebbons billboards publicity discounts lobbying receptions commercials publicity special offers p~sters talks and presentations 6 Work with a partner and compare yo ur networks. Match the uncountable nouns on the left with the countable noun s on t he right which are associated with them. a What is the Barbados Tou rist Authority' s marketing strategy for Barbados? b W hat does Ann do at trade fairs? c How does the BTA wo rk w ith to ur operators? d Why does she mention Almond Beach Village? Is her work the same as the work of t he tourist authority in your country? Vocabulary 1 Advertising and publicity 5 Ann talks about promoting and marketi ng a destination. public relations and promotions. Th en discuss discounts w hich strategies are the most and least effective and under w hat circumstances. A Uncountable advice advertisin g progress research monitoring B Countable a f act a close watch a recommendat ion a coin an advertisement baggage information a study a step forward money a suitcase 45 .

Visit to a handicraft centre and the Guanahacoa museum on the outskirts of Havana. Good museum s in Santiago include rhe Casa Velazquez dating back to the 16th Century and the Museo Bacardi. Overnigh t scay in Las Americas hocei. Accommodation in the Pla'la Hotel. which has rooms dedicated to the influence of Mrican cultures on Cuba. Direct to the Horel Plaza. the area famed fo r its old Spanish Days. opposite Central Park in old Havana. Student B read the text on page 111. Arrival late evening in Havan a.Listening 2 Describing itiner aries 08 Tour operators. Which of these places are mentioned as part of the tour? • the Forbidden City • • t he Summer Palace the Jingshan Park • the Terracotta Warriors • the 8anpo Village Shanghai River Tour by night • the Yangshuo Orch id Garden the Temple of Heaven • the Potola Palace Speaking 1 Fam itiarisation trips 9 Work w ith a partner. STUDENT A Tell your partner about the itinerary below in your own words. CUBA o lJ T N T N R lI.3 City tour. Vis it to The Museum of the Revolution. Excursion to the Basilica in El Cob re. Transfer to airport and return to Havana. DAV 6 Explore H avana. famed for its buildings and bea utiful settings. the old fort and the Cathedral. DAYS 2 . R Y CUBA Ha va na 9 '" 0- Santiago de Cuba DAY 1 DAY 5 Depart London mid-morning Tuesday on VIASA via Caracas. Free time to wander the streets of old Havana and appreciate the city's fine architecture. (Optional). . Transfer to the airport for flight to Santiago de Cuba in the east of the island. Student A read the text below. includin g the Moncada barracks which Fidel Castro and a group of followers failed to storm in 1953 in an early abortive attempt to seize power. D A V . Return home DAY 4 Visir to a cigar factory. Then listen again. Listen to Helen lee describing a familiarisation trip to China and follow the itinerary on the map. airlines and national tourist boards often run "educationals" (also called "familiarisation trips") for people in the travel trade who are in a position to promote a particular destination. a village 18 miles northwest of Santiago.

3 From Beijing we go by coach to a smaller city in the North. can also be used to indicate a refusal. What is important to remember is that will is only one way of referring to the future. 5 We' re flying there the following day. k We will have/a re having an office party on Friday after work for Justyna. I'm fed up with working here. b The present continuous can be used to refer to arrangements.f) Promoting a Destination Language Focus Referring to the future During her talk Helen Lee used a number of verb forms when referring to the future itinerary. a She is referring to a schedule which is programmed in advance and possibly difficult to change. As you can see. 6 By the end of the tour hopefully you'll have learnt a lot about China. 9 going to is also used for a personal decision or intention. She will work/ will have been working for us for twenty years. d She is describing arrangements that have been made. The future perfed (wi ll have + past participle) can be used for an event that will be completed at a given future time. and say which verb form is appropriate in each case and why.) . a The present simple can be used for a programm e or regular schedule w hich is unlikely to change. d will or ' II can also be used to make spontaneous offers. I'm going to describe the iti nerary to you .it is 10. I'm going to try/will try to get a better job somewhere else. or to make a factual prediction. Th ere may b e more than one answer. When you have collected enough examples you can try to work out the grammar rule(s) for you rself. read these grammar notes and write your own sample sentences to illustrate their use.. h I won't have/am not having time to see you -1 '1/ have finished /'1/ be finishing the report on Wednesday aftemoon. e won't. c We'd better hurry up .) a Could you ring the airport and ask what time the first fl ight to Brussels shall leave / leaves' b (The telephone rings . in grammar books. It's not surpri sing he won't do/is not to do any work for you .) . e You haven't got a car 1'1/ give/ I'm giving you a lift jf you like. 4 The guide will take you on a sightseeing tour. Practice Study the following sentences.55. Collect examples of language illustrating a grammar point you want to learn. or you may make a note of something you have heard.he thi nks it will belis to be a waste of time..you don't pay him! 9 Don't panic! I'll have finished/'ll be finishing the report by Wednesday afternoon. m On the second night of the programme everyone will be going/will have been going to a cabaret show. She said she'd ring at 11. b She is talking about an event that w ill be completed at a given future time. You can find these examples in documents you read. The future continuous (will be + verb -ing) can be used for: arrangements ii events which (Complete the rule. 2 Using what you have learnt from the previous activity.. d The Antarctic will certainly become/will certainly be becoming an important touri st destination . it is sometimes possible to use more than one futu re form although there might be a slight change in emphasis. c She is announcing her intention to do something. c will can be used to make a deduction. The Prince of Wales is to open/ will have been opening the new theme park on April 1st. and perhaps be able to teach them things they didn't know! 47 .it looks as if it's going to rain/will be raining. 2 You'll be visiting most of the famous places .. Match each of the verb forms above with a description (a-d) on the right. h is/are to refers to events which (Complete the rule. discuss your ideas with other learners. Ricardo says he doesn't attend/won't be attending the mee"ting .). or lack of willingness. O h. going to can be used to predict future events based on a presen t evaluation of circumstances. that'll belis to be Rosa. k Th e future perfect continuous (will have been + verb ing) can be used (Complete the rule. as well as predicting that something will not happen.

Can you add an appropriate adjective to each set? Use a dictionary to help you. But whe rever you stay in the Sa lou area you' ll have access to tma. East of th e beach you will f ind uncrowded street s a longs id e a picluresque coast line with prettYI wooded areas and several smaller bays. but this time choose the words you want to insert. by ni ght. Read this description of Salou in Spain and pay particular attention to the highlighted words.wide beac h of sari. Descriptive adjectives 11 Each of the groups of three adjectives below can be used to describe one of the nouns in the box. It has sporting facilities. Its With it s ma1Ye ll ou. backed by a tinet tree-Jined promenade.seafood restaurantc. belving sands.lPlen. ~ vcry.f and the Sandy Lane Go!fdub is just a bus ride alVoI Hole Town exudes on atmosphere with its streets and houses. West of Salou is the aHractive< fishing vill age of Cambril s.ty ot: excitement in bars and discos. Then compare your text with one written by another pair of students. beach hotels village views hills city mo untain s atmosphere 2 l ow~ ri se 1 rolling 3 quaint gentle old -world spacious undulating well-appointed cha rmi ng 4 relaxed carefree welcoming 5 spectacular 6 un spoilt soaring stri king majestic panoramic 7 ruined medieval bustling 8 secluded safe un crowded Writing 2 12 Th is text about a holiday complex is informative but not very descriptive.Vocabulary 2 Broch ure language 10 The brochure is probably one of the most important documents used in the promotion of a destination. gently. Match each noun with a set of adjectives. including golf.. beach. Add descriptive words to the following passage. a palace and antiquities are just some of the attracti ons that Tangier has to offer. it is a resort in its own right. The Mendoubia Gardens. H&tch the world 80 byJtom the aye terraces or sample dishes in the restaurants. There areJour tennis courts QI'ai/able ro BUest. A 13 Work with a partner. Brochures use very descriptive language to make holiday destinations sound attractive. Tangier with its bazaars and architecture provides a taste of the Orient. You can try your luck in the casino or window~shop dow n the boulevards of the quarter. °dyllio harbou r and man y magnificent. S alou has 8llJthe ingredients for a perfectlseaside holiday . is within reach ifthe bay and the sea.joJl attract ion is a cng . rocky cob bl ed free-of -charge easy~go in g many welcomin g id eally situated short mou t h~ wate ring . tennis and sailing. S T A Y I N P ARAD I SE This holiday camp/a. IiQLe h ost pl eas ure s : supc rliJ bathing . Another LimpressLv attraction is the tfuly amazing Aquapark at La Pineda. Watersports can be enjoyed a long its coasts which have beaches. Decide where the words in the box may be placed in the text to make the holiday complex sound more appealing. kind a oun~ watersport and. easy flood lit wh itewashed seclud ed. a Shortlbus ride fro m Salou itself.

I hope I have been able to tell you a little about .l.. However. Thank you for inviting me to speak on . for . If I mention D.. in conclusion. And last but no t least . everyone. / And so why do many more people / ~ decide / to have a fantastic holiday in Cuba? / Well. After the presentation. Decide which resort you went to and which tour operator paid for your holiday. Then I w ill speak about. I what are the ~ things / that immediately / come to mind? / ~ / Communism / and QgMI I. Prepare a presentation.THE CLiMATE .. Then compare your recording with the tape. Does anyone have any questions? b Did they understand yo u? c Did they think yo u sounded co nfident? 49 . And lastly. / The ~ reaso n / is the ~ / and their music / ~ as they do / such a variety of ethnic origins. Thirdly I will talk about . you can see that.. Talk about the resort itself and also about those facilities offered by the tour operator. Moving on to . Your text will have to synchronise with the video images and you should therefore be careful to respect the pause boundaries ( / ). as homework. on to an audio cassette. Below is the text you will have to read .THE PRICE AND VALUE FOR MONEY . Record your soundtrack in a language laboratory or.. • The main part of the talk Let us begin with . I sha ll begin by .. • Summing up/ conclusion 50. 15 Write your own commentary for a video about a place you like visiting. the · t ill1 reason / is that Q112g / is an affordable tropical destination / with fan~ ~ / and wa tersports / as good as anywhere.TRANSPORT TO AN D FROM THE RESORT ..THE KEY SELLING POINTS The language of presentations • Introduction Good evening.THE ACCOMMODATION -THE LOCAL ATTRACTIONS -THE FOOD .l2g to you. Before I sit down I would first like to thank ... / Well. My third point deals with .. Tonight I am going to talk about • Introducing your talk I would like to start by . the stress markers.TRANSPORT IN THE RESORT . work in groups and discuss these questions: a Could everyone hear yo u? Saying thank you and ending your talk Thank you all for listening so attentively. the intonation patterns and the speed of delivery. As far as (the accommodation) is concerned. / And fM1 / but not ~ / the history of Havana / especially / its association with two great / twentieth-century ~ / Graham ~ / and Ernest Heminway. You are preparing the soundtrack for a promotional video praising the attractions of the island. Include the following: . Maybe it's not ~ idea / of the perfect holiday.8 Speechwork Promoting a Destination o Pausing and rhythm 14 You work for a major tour operator and have recently been involved in setting up Cuba as a new destination. you're ~! / Because in fi!g / Cuba has changed / and it's ~ / for the better. Speaking 2 Making a presentation 16 You have recently returned from a familiarisation trip t o a holiday resort and now have to report back on your visit.

Despite its small area. describes ways in which small island states can develop sustainable tou rism . And there are no plans to . Leav ing aside the thorny issues o f foreign ownership and o\"ersaturatio ll . Which neatly encapsulate s yo ur second rule of safe tourism: do not displace all)' existi ng desti nations. by UNIVERSAL PRESS SYNDICATE.ES keep you profitab ly safe and s usta ina bl y beautifu l? The first ru le is: keep tourists alt in one place fo r as long as YOll can d uring their visit to yo ur island . Illany have no alternative but to offer their natura l heauty . aii every yea r do not ventu re beyond thi s luxur io ll 'i ghetto. so.!HAT RUI. As they su ffe r fro m the continuing slide of internationa l commodity prices.• • Responsible Tourism Calvin and Considering environmental issues Taking part in meetings Writing press releases Hobbes by Bill Watterson Preview Work in groups and discuss these questions.cou ld red uce th e risks to the environment. . WA IK IKI ITSELF. As you read. T he world's most re-. Now Waikiki ''''as not always a beach .. b W hat kinds of initiatives have been taken to co unteract some of these adverse effects? Reading 2 Thi s article was written for a magazine called Our Planet and.and cheap laho ur costs . a What could be the negative impact of tourism on the followin g? historic sites • • beaches and the coastline the countryside • wi ldlife the host community's culture CALVIN AND HOBBES © 1993 Watterson.it was a swamp before de"dopers trucked in white sa nd to create the fabl ed stra nd .:h to the delight of the indigenous ~ommullitjes. covers little more than sevcnter:n city blocks. All rights reserved. Safe Tourism OST RES()URCE~rOOR island states trying to ma nage to surv ive in th e global economy cannot afford to neglect the economic opportunities tourism offers.hile tough .. the great m a j or i t~· of th e fi ve million tourists w ho visit H a' . Ha . Reprinted with permission. .:ognised tollrist destination is \Vaikiki. Foll owing the ru les for sustainahle to urism".000 hotd rooms. e YOLI ever tried to get an hotel room outside o f Waikiki on the island of Oahu? It is tough to find a n hotel. using the example of Waikiki. Dist. Hawa ii can teach us a few things ahout safe to urism. \I. \'I7ITH some 30. mw.to attract the M tourist indust ry. Th e hotels o n \Xlaiki ki all rose Out of th e same swamp and recla imed lan ds. make a note of the things that a developer should and should not do.

lilahle on ly in the metropolit:J.trand second rule : These phrases are also taken from the article. \"x!hen yo u fir st notice thes(' signs .find a buy(. sa)' aides to Go\'crnor John \X' aihe'e.1teiy rep. personnel.paid for hr loca! tax-payers. \\:'l rH THE COi\'CFNTRAT10N on volume.1l (ount ries. .fled ro pur bottom s on the much larger numbe rs o f scats in the huge 747$. Responsible Tourism appron" :m y morc. Offer local farmers and business folk the first opportunity to provide you r resort with food. the resorts 3re sma ller. mass. aJi of whom wc re locn l Pol ynesians. accountants and managers of the horel . Practise saying them aloud and compare your pronunciation with the tape.1 nch. huge hotel s req uire " enormous . and import a coasral-botanisr-in-residence. (a rticl e by Lele-i Lelaulu in Oll r Planet ) .1rcs dcsi). R RULF: T . energy. risc to kc'e p li p with slIch huge numbers of visito rs to <1n islan d S{. mllsit:ologists. hecause infrasrructura l eri ng nroLlnd t:olls rrm::rioll and maintena nc e costs. alrend y ho\" (me hillion dolbrs a year. In many cases the hit. By so doi ng. which had neither tc\evision nor ai r-conditioni ng. How would you say them aloud? What happens when one word ends in a consonant and the following word begins with another consonant? Listen and check. a nd much more plea!'iant places to visit. recognised tourist destinations reclaimed land s fableg . which is fa shiol1i1 ble in tht: top resorts.ive horel s had to hehuilt TO cope with the millions of bodies that the airlines wcre dumping on the island ~ with competitive f. appoint loca l art ists. AI\'U THF.hid wi ll manifest itself in surl y workers and insults hurled at your ho rel guests. It was ironic that th e most successful. If yo u d o not. f oc example. quick.Jred hy them. and for rhe reall y confident and sav. rhen you arc sentencin g yourse lf to eventu:ll bilure ".. Tn other words try to im p ro ve thl' lot of the loc:lis. Also cons ider marine bi o l()gisrs. TH AT l.lte with .)".1tcd off island. Ha wai i's fir st Polynesian governor.. Instead of importing.llf th eir OC(UP. ga rdene rs..\IE to another rule: in volve the local community. Owners from disranr places ha ve <. w hich in turn mean s handing own ership over to of revenues from tourism arc cepa triated off-island.1vc to be diverted to "lIch la rge con structions . which are already sa ddled with the infrasrructUTal COSts."orporations. roads and th e like whidl h.l·total population (")f ahollt a million.\'A lI HAS REDIRECTED its efforts to attract fewec visitors ()f a higher calibrc. Yet it L'ontinlles to enjoy some of th e highest re turn rates an ywhere. mytholog ists. own Jl <t turai resources. EADS .llthoriries. off-i "l a nd \. W hat advice w ould you give to a deve loping country tryi ng to en large its tourist industry? :. A letter from your resort to a grower guaranteeing to bu y all the y can grow of certain vegetables (an be lI '5ed hy the farmer to get a favourabl e loan from the loca l bank . fewe r touri st" who wi ll stay longer and spend more. Wh ich of these pOints co uld an overdeveloped tourist area take note of? Speechwork 1 Word boundaries _ The word sequences in the box occur in the article you have just read Clines 14-18).1tri. and give the findin gs to th e 10CII :J. Buildin).. Han a Malli Randl did ha ve a cultur:ll show . AN D WH AT IS wrong with big: hotels? You Ci111 imagine the amount of water.. an arti st-i n-residence.. A report co mrnissiollC'd oy the (former) H awa ii governor's o ffi ce found that the four million pcople who visited thC' islands in 198 4 spent an . hile the vast majurity Ens ure your success i'5 sh.ger hotel" were relying on pilCkage tours for h.-\I-:1'. 3 Wo rk in groups and discuss these questions.1 hisrory of tying their (onti nued p resence ahroad ro the amount of incen ti ves offered by th e authoriti es. hut it did nor feature professiona l emertainersthose dancing for the guests were tht" maids. and expensive. increasing the knowledge the comm unitr has of it. H A\. rhereb). Not a good sign. And do not forger that close to 60 per cent o f the tourist receipts are imm edi. :J.000 per head. less nlsd y.r.ln10 unts of moner whi(h arc av.werage of ten day" and unlo:J.l1lcy ratl'S.gronomists. tried to tourist development visit to neither television nor air-conditionin g cheap labour costs ow n natural resources the great majority island states 51 . \.:!. Governor \X'a ih e'e seems proud of th e fac t that he ha s not appron:'d a major tourist devel opment since he took office.Jed $1. cesorts in Hawaii were the smaller ones like Hana Maui R.

w here the t ourist s have strayed off the paths the vegetation has not only been killed but the soil is now unfit for cu ltivation... That means..... A Mm ... how to behave and what to do to best preserve the cultures and places visited. What are they? b W hat. f irst. t he footpaths have been eroded away... environmental issues at Overland Encounter but.. so tourism can have a beneficial effect by generatin g income and creating employment. You can't deprive people of their interest in wanting to travel. making sure that.. on an adventure holiday. but what about its effect on the environ ment? B Well. global economy a small area tourist industry fo reign ow ners hip economic opportu ni ty 10 Work with a partner. He is very concerned to protect the sites he visits and talks about the way he thinks the environment can be protected.. 09 Listen again to this extract from the interview with Michael Leech. if you're visiting a (e) . what can a tour operator do to make sure that tourists don't destroy the beauty of the thing they came to seer' "Well I think you have to get involved in what we call '(b) ... Are these words pronounced separately or are they run together? "I know you're very (a) . that people must respect the rules and not damage (f) . Read this conversation aloud.. but it's no t only in remote areas w here this eco logical damage is be ing done but also in modern. jf you're not careful it can cause serious prob lems. o . in practical terms. A You mean allowing tourists to go to Antarctica.. What happens when a consonant sound is followed by a vowel sound? Listen and check. like the Antarctic. What steps would you take to make sure that no damage is o done to the environment? Listen and answer the questions.... left behind after camps. which organises adventure holidays to remote destinations. or go too near the penguins. a Michael mentions patterns of behaviour which an operator can encourage among tourists. A OK... according to Michael. Write the words that are missing from each gap. It means. isn 't it? Listen and check your pronunciation.. t hen letting them trample all over rare plants? B Yes. It means providing travellers with a pack with (g) .. n o detergents are used in springs or streams and that no (d) ..... linkage 08 Read these expressions aloud. ' tourism." A What do you mean? B In areas of natural beauty such as Snowdo nia. is a "key factor"? c In w hat way is tou ri sm now putting things back into the environ ment? 7 What guidelines would you give to tourists about: • clothes? • photography? • religion? • begging? Would these be the same wherever they travelled? Speechwork 2 Word boundaries.. But what you can do is to (c) .. Secondly.. Take turns to be A and B.. highly technological countries like Britain. patterns of behaviour which will introduce them to a country in a responsible way.... for example.Listening Protecting the environment 6 Michael Leech is Managing Director of a company called Overland Encounter.this is w hat's happenin g in mountain areas where there are too many ski slopes.

. The protest movement has tlueatened to blow up the planned development.. that a holiday can only be Green if it takes place in an undiscovered part of the \\o'orld and costs the earth...... accept agree claim pro mise th reaten The hotel has agreed to reduce no ise levels after midnight... . These include: advise in struct in vite order persuade remind urge ask tell warn They persuaded the operator to drop the project....... (Often more than one answer is possible... Practice Choose suitable verbs to complete the extract. that Green tourism was just a fashion and (h) . For exam pl e: The protest movement claimed that the environment wou ld suffer but the chairman of the planning comm ittee guaranteed that it would be protected . that "Green Tourism" is just another marketing gimmick to lure eve n more touri sts to new destination s and make even more bucks for the operators..e Language Focus Reporting verbs These Responsible Tourism verbs are often used to report w hat someone has said ......) I N A STRONGLY-WORDED article published two weeks ago. Vanessa Gardner. And to prove it he (i). She (b) . He (g) . Ho w man y businessmen would do that? 53 .. But in another article which appeared in last week's Travel Gazette... that alllhe local population get out of tourism is the privilege of making our beds and shining our shoes... She warned them not to go ahead.. She (f) . that tourism brings foreign income to developing countries but (c) ..000 ordinary holidaymakers enjoying themselves in a resort where there is no fragile ecosystem or culture left to ruin. that the marketing people are wrong to (e) ..... Antony Jay of Outreach Adventures pIc di sagreed. And she (d) . to donate $ 100 per person to the Worldwide Fund for Nature.. Do you know th~m all ? concede confirm acknowledge insist maintain observe remark accept agree announce claim reply reveal deny explain pOint out promise state suggest imply They can be followed by a clause beginning with that.. These verbs can be followed directly by to.. that you only need twenty rich foreigners descendin g on an Amazonian village to create more environmental and cultural damage than 10. editor of Tourism Alert (a) .. Some reporting verbs are followed by a person then to.. that operators did care about the future.

...... to responsible tourism is the profit motive. I (I) .the result's a d He owns a number of hotels in the area so he has a . of cost .. Fi ll in the gaps with expressions from exercise 1. . A a foregone a fruitful a heated a key 14 What is missing from these sentences? Use the expressions from exercise 13.... 8 argument arrangement block a stumbling a vested a workable collaboration conclusion interest issue There was a ... b There' s been a very ......who is going to pay to clean up the beach? Mrs Patel Mr Chairman.. Mr Singh I would like to (b) ... Mr Dahar Mrs Devi Mrs Patel But look... on the proposal to build a new motorway and some people got very angry.. I think we have discussed the matter enough.nion. a Perhaps the main .. We must now (h) . ... I know we hold opposing views but perhaps we can (d) . some people still don·t want to measure the effects.. Use a dictionary if necessary.... . ....... 9 Although the effect of tourism on the environment is a ... . from the audience. it 's an excellent idea.. A find B round in ci rcl es comments to a decision agreement the proposal face put in vite reach second raise go come facts (someth in g) to the vote the subject common ground 12 This is an extract from a meeting about tourism in Goa..... ....either we encourage tourism or we remain poor. in promoting the growth of tourism.. e It's not the best solution but it's a.... for the time being. we've already debated these issues .. The chairman (a) .. between local pressure groups and the Min istry of Tourism and most of the prob lems have been resolved.. .. we're (I) ... But if you want my op. if we don't (g) ... c There 's no point in holding the meeting . we must (e) .Vocabulary Meetings 11 Match the verbs in A with the noun phrases in B to make expressions which are often used in meetings. 13 Match the adjectives in A with the nouns in 8...we must now (c) . now we'll be here all night.

Here is some useful language: Opening a meeting Right. besides the Qyarrytorium. First read this newspaper article and summarise the main pOints. less th a n a mil e from the vi ll age of Lla nberis.:a1 .. headed by Gwynncrh Jones. 55 . The tourist development is planned to ce ntre around a "OlIarrytorium". and a sports ccntn. would like to say' Does anyone have any further comments? W ould you like to come in here? Closing the meeting Are there any further points anyone wishes to make? To sum up. Your teacher will choose a chairperson w ho should use the role card below.:t frull1 Holiday Wbi. eac h co nsisting of about twenty far m. Are we all agreed on this ? Shall we take a vote? All those in favour? All those against? I declare this meeting closed.l. Mrs Olsen. not interrupt. also includes hotels. since the proposals were published in the l ocal paper. shall we ge t started? Th e first thing we have to discuss I decide is .hr) 16 Work in groups. lasers and hologra ms and an adventure playground. f don 't think that is entirely relevant. is there anything you Could we stick to the subject under discussion. a tropical park with illumin ated waterfalls. also plans for thirty "holiday farm stead s"..rc an.. Representati ves of all the viewpoints of the 10. please? Perhaps we could co/ne back to that later. Ambitious plans to spend £ 100 million 011 a disused slate mine in north \Vales arc causing a flerce disputc among locals..!x rra. on the northern edge o f the Snowdonia Na tional P ark. and a residential complex built around eight dry ski slopes.:rsially. shops and restaurants.. Inviting comm ents I'd like to give the floor to . A protest gro up ha s betn fOfmed. The disused mine is at Glyn Rhonwy. However. . the protest group feels that the sc he me would ove rwhelm t he vjIlage and be alie n t o the natura l beauty of the region. peapk have started objeding. Your teacher w ill tell th e other people w here to find their role cards. Di scussions ca n get heated and you may have to remind participants to remai n poli te. with a guided visit down the mine. It has been bought by Arfon Borough Council which has asked several develop ers to come up with plans for redeveloping the site. I'll come to you in a fiji/lUte . (I. The chairperson You r role is to make t he meeting go smoothly and J et everyone have th eir say. not monopolise t he discussions and so on. Most controvt. Re ce ntly a company called LeisureLand has come up with a project whi ch.: credi t to the council for buying and trying to develop the arC.: future of Arfun m u st b<. conference facilities. Writing 17 Write a 250 -word press release reporting what was said at the pUblic meeting about th e development at Glyn Rh onwy. rh<.:.: rC<lt:hcd . With respect.o Speaking Holding a public meeting Responsible Tourism 15 You are goi ng to take the roles of different people and debate the pros and cons of a major to urism developm ent in an area of outstanding natural beauty. The matter is now being debated at an extraordinary cou n c il meeting in thl: town h all at w hich a dc cisioll 011 th<. You can add your ow n ideas to the suggestions on the cards. whose house overlouks GI)'11 Rhol1wy. Although cafeful to givt.:omlllunity have been invited. Directing the proceedings We seem to be losing sight of the main Issues.type cottages.

Write the dates. The map below shows the places she stayed in or visited during her trip . Listen to Susan making the final arrangements for her trip and answer these questions. a W hat is an open -jaw ticket? b Why doesn 't Susan want to use the Grey hou nd bus? c Why doesn 't she want accommodation booked in Las Vegas or LA? 3 listen again and follow Susan's route. ! !J ! / MliX1CO . tim es and means of transport. a W hat are the advantages and disadvantages of each one for b How do you prefer to travel? W hy? 2 o Listening 1 2 Susan recently went to the USA for three weeks.• Transport Analysing transport requirements Planning a transport network Work in groups and list some different means of transport. long or short distances? Preview Then discuss these questions.

(sort out = organise) The travel agent sorted her itinerary out. TYPE 2 PREPOSITIONAL VERBS Transport 2 A verb can be used in the same sentence as a preposition witho ut changing its meaning: I took the book off the table. but are inseparable. d A: Can I have the bill? B: Sure. b Alicia saw off him at the airport.. b There are new airli ne safety regulations: can't / get / tour / operators / them / round. The object can be placed between the verb and the particle: The travel agent sorted out her itinerary. e Th e board of directors set up a meeting for 4 p. We had to hang around for three hours while they mended it..m. The plane takes off at 7.. I'll write the itinerary for you . Put the words in the right order to make correct sentences: a checked in/before the flight/forty-five minutes/we b in Dubai/flights to Hong Konglstop over c fell throughltheir trip/at the last minute d backed out/but/we had a deallthe hotel chain/we thou ght e after/broke even/finally/the hotel/three years of losses PhrasaVprepositional verbs Some verbs have three parts: The holiday didn't live up to our expectations. e old / an / he / into / ran / friend / at the airport. 3 If the object is replaced with a pronoun (it. 57 . .. d You can travel quite eas il y on the subway and if you want to sightsee . Put the words in italics into the right order: a around / Chicago / looked / she. h The on ly problem is that you' ll have to wait with nothing to do in Chicago . me) the These verbs take an object. take and off do not make a two-part verb. In this case. . TYPE 3 INTRANSITIVE TWO-PART VERBS Intransitive ve rbs can not take an object and cannot be separated . I really need to reduce costs so I'm hoping to be able to locate and see again some old friends . d the / chance / she / at / jumped / to visit the Himalayas. (leave the ground) He took off his jacket. .. a I've pretty well planned and formulated w hat I'll be able to do while I'm there . c She took up the option.. I'll make it out now. (remove) I can take 5 per ce nt off the price of a ticket.. Which of these sentences are correct? a Susan's uncle put her up. The object always goes at the end: A tour gUide wi ll look after the grou p. b So I' ll be departing on 1st September . My uncle wi ll be collecting me from the airport and accommodating me for a few days . A tour guide w ill look after th em.o Language Focus Two-part verbs (Phrasal verbs) Two-part verbs are formed by comb ining a verb with a preposition (or particle) to change its meaning: I get up at six o'clock. then listen to the tape (Listening 1) again to check or complete your answers.. Do as many as you can. c for / made / nearest / taxi / stand / the / we.. Practice Replace the words in italics with a suitable phrasal verb . verb is always separated: The travel agent sorted it out. C e Are you sure your budget will cover that? I've been economising for this and I really don't want to lose the opportunity of seeing the Niagara Falls . (discount) We are going to look at three types of two-part verbs: TYPE 1 TRANSITIVE TWO-PART VERBS Transitive verbs take an object: He took off his jacket. 3 The same combination of verb and particle can have more than one meaning: The plane took off. him.30. 2 Transitive phrasal verbs are separable... Th e bus broke down. 9 Wait a minute . In this sentence his jacket is the object of the verb.

~~d -/he O~. w~ 5et off ffl7m V. Find the pairs of synonyms and put them under the correct headin gs. Wh ich wo uld yo u hear: a b on a train/at a railway station? on board ship? 08 Making announcements Your teacher will give you a number of messages w hich have to be given out over a public-address system. ccmpar/ntetlt . . liner sail runway break dow n station wago n long-haul compartment platform make for toll registration number cruise stopover ru n out of stand-by track press on see off crossing drop off guard iet lag roundabout highway ha rbour ticket col lector set off self-drive starboard gang~ay Add two more words to each set and co mpare your sets with those of other students. Did everyone understand? If not. Record the messages and play them to the rest of the class. what was the problem? Vocabulary 2 Synonyms. on your right. Now try saying these se ntences . Speechwork o Word boundaries 7 liste n and notice w hat happens to the sounds at the word boundaries in these examples: Th e next time. especially if the public-address system is poor. Which so unds disappear? Which so unds run together? a Here in the main square. is the famous l ean ing Tower. b Passengers are adv ised not to leave th ei r luggage unattended. The ones in the box below are all to do with travel. w here passe ngers can disembark. c at an airport/on a plane? d on a bus? listen again and note the information. announcements 6 It can often be difficult to understand announcements mad e in public pl aces.Vocabulary 1 Connections 4 These words are all connected with transport. Put them into logical sets.. d Wo uld M iss Andreas please report to the Purser's Office? e Captai n Nolan would like to welcome yo u on board . Listening 2 Speaking 1 o Understanding rapid speech. listen to the messages. M ind the doors. For example: Af 6 1 Bpm. For example: BRITI SH ENGLI SH AM ERICA N ENGLISH driving licence pun cture driver's license driving licence pavemen t underground downtown subway bonnet hood sidewalk car park city centre lin e queue freeway flat motorway estate car gas petrol parking lot statio n wagon driver's license D o you know any other w ords t hat are different in British and American Eng li sh? Listen to the tape and check. Write a short account of the trip using as many of the words in the box above as you can. Tobago. c We 're now approaching Pi geon Po int. British and American English 9 When she went on her trip Susan had to und erstand some of the words and expressions which are used in the USA but not in the UK.chlritl 'Station.eY1r Express '" ow fj~sr-c1"s<. 5 Imagine that you recently accompanied a group of travellers on a trip involving several means of transport.

The best ideas in business are qUite often the most obvious. 000 a month at present). This system. What kinds of things can be done to make the journey more agreeable for the passenger travelling by these means of transport? air • rail sea • coach 11 This article describes how Gatwick Airport in the UK has made travelling easier for business passengers. it now barriers to go airside. That las t-minute report to finish. or waiting in duty free. however. it is a simple fact that no other airport appeared to have tackled the problem successfull y until Lo ndon Garwick became the first airpo rt in the UK o r Euro pe to implement a "red carpet" priority sys tem especially for First and Business Class travel lers. There is one additional extract which does not belong in " any of the gaps. or however mu ch they were ~lo~=~e~~__~~~~~~1 The special entry gates to departure lounges. Forgotten to buy a prese nt for rhar important contact you are going ro meet on arrival? Instead of queu ing up wi th the le isure travellers ac the duty free co unters. rather that he or she usually cuts it f ine when getting to t he airport. or taking just one marc phone call. those who have hurried to the airport without the time to pick up any foreign currency can collect preordered currency from a special Fast Track desk at the airport's bureaux de change. it is not so much that time means money. advance seat reservations and priority baggage handling. 1 8~ ~ ________________~1 Ie For instance. The ai rport's research has shown that the bu lk of business travel Aights we re before Ie m e pampered in-flight the real hold-ups always came when passing through pao. However. to 65. th is time. they can use the credit-card phone on th e train to order the currency o n the way from Victoria. 19 However. in hindsight.o Transport Reading Passenger care 10 Travelling can often be tiring and uncomfortab le. only operate up unti l 2 p. 10 A pass is give n to eligible passe ngers at check· in. passengers only a minute or two to pass through the For example. it is a position that is regularly reviewed by the airport. has speIt disaster for many business travellers sudd~n ly finding themselves at passpon control behind a plane-load of holidaymakers who are Guite happy to rake their time .sport co ntrol and security. Perhaps the fact chat other Europea n airports are looking at em ulating the Fast Track idea shows how big a step forward it is in taking the hassle out of business (fave!. o e 6) Even at the busiest times of the day. Look ing at w hat London Gatwick Airport has done. business travdlecs passing through Europe's airporrs have co nstantly bemoaned the fact that however much their ti cket COS t . But Fast Trac k has other benefits for the business trave ller. 000 a month when it first narted. Decide which of the extracts A-G match the numbered gaps in the text. 59 . called Fast Track . Or if they travel to th e airport via the Gatwick Express. with only a handful afterwa rds when the regular control points had no queues. For the busy executive. f as t Track pass-holders can take adva ntages of their own check-om. N ot surprisingly.m . the sol ution now. seems obvious. enab les First and Business Class passengers f rom al l airl ines using North and South Terminals to use a special dedicated ro ute through passport control and security checks. takes business o o e Many airlines offer attractive incentives such as free limousine and helicopter t ransf ers.after all they arc going on holiday. Fast Track has bee n a smash hit with London Gatwick passengers (numbers using it have increased from 40.

At a press conference last night. And Arab ·world investors are building a second bu sin ess hotel in the heart of Sommerton.1110\\' bO al'ding to t k i f Y .~:~c~::s. However. accounting for an estimated $275 million. Sixty per cent of the population is employed in agriculture but there is a rural exodus towards Sommerton.. on arrh'al the Chainnan had to wait som e fif ' . he able to com~lele tfeCj~~ri~~~:r~~:~e~~'. Peakland was one of the most isolated co untries in the wo rld. Richard Hardcastle is conv inced that the find represents an opportunity for the count ry to become a major player in the tour ist in dustry. has suffere d from yea rs of under·investment and neglect. This speed of dclivet')' is entirely unac~eptabl2 mmutes for hi5 baggage to come ofT Many thanks for your help in these matters. Francis Pilrkcr has visited and h' items which he considers need impro. Hotel projects on the unspoilt western coast alrea dy represent the largest single source of foreign investment. It is hoped th at this attractio n will draw tourists away from the troubled DinoWorld theme park in Westla nd an d attract foreign currency. despite the enthusiasm of both national and foreign investo rs. trade or tra nsport links to the outside world. 3 I hope that with . . travel restrictions and. Now the moment has come to create the wea lth and prosperity that will take our country into the twenty-first century. Much will depend on the government's capacity to fi nance the transport infrastructure that is lacking. like much else in Peakland.hundreds of skeletons unearthed in near-perfe ct condition . OUT Chairman. .Writing Dealin g wit h co m pta ints 12 Unfortunately. and s I . lave wo sets 0 steps to the aircraft 5 Only one piece o[ cab' b make sure that t1li. Hardcastle declared. Read this newspaper article about Peakland and discuss this question. the eventual success of the venture very much depends on the ability of the government to revitalise it s transport network which.o:a. of pages inc. . Do you think foreign investors will be willing to invest in tourism developments in Peakland? Following the astonishing discovery last year of the world's largest dinosaur graveyard . . Atien.a mont h . Ground Operations Speaking 2 Making recommendation s 13 Peakland is a mountainous country which has few natural resources. Thank you for yo~r hospitality ofT('n~d to Peter Forster.:. 6 Finally. trong y to the authontles which at present a epace atoncscto steps only W e } t f and they should be us-ed. and the coastal ports. Read the fax and discuss Gary's complaints." It is true that the situation has begun to change. ' " age payments not being collected. a huge open -ai r dinosaur museum and leisu re complex eighty kilomet res from the cap ital city. Fear of its neighbours.' No. on IS r eturn reported certain \lvithT~s::. Then write a reply to explain how you FAX To: From: Date: L.asscnger is allowed Oil to the aircraft. . and I look forward to hea ' f Yours sinccrc! v nng rom you soon.r. Work with a partner. Despite this heritage. Senior Manager. Gary Richards~ . not everything runs as smoothly as in the previous article! You work at an airport in your country and have received this fax from Gary Richards. the plane . Already overtures have been made to the International Investment Fund and the Central Bank for Reconstruction and Development. Can you please are dealing with each complaint.the Peakland government yeste rday announced its decision to go ahead with the creation of Tyrannosaurus Park.~ ruling Ij: i.~ Shwavs 05 106 ' . with an unconvertible currency and few political. Ground Operations Manager at Skyways. until re cently. the capital.CIi\'ery and installation of two additional set. this one: I ncar Mr Aticnz.-emcnt :' . "Until recently. a limitation on private car ownership had left the country with poorly· maintained roads and an inadequate rail and telecommunicat ions network. However.cra[t cleaning teams will speed up and 4 Representations should be made urgentl . John Carlyle and myseIf earI'leT t hi s Since my visit. ' subjected to 5ccurit)' screening and proper e~ce~:r~alggSno excuse [or bags not being weighed. the situation is slowly changing and will certainly be accelerated by some recent developments. Richard. Sommerton.::t~:.~ of scales for check-in should be dealt 2 All bags should be presented at check-in Th . Prime Minister and leader of the Republican Movement. Airport Admini stratioJl G.

They pO'"t to attracttion mons ers I ·t f longer crUIses They also highlight the potential popu an Y 0 from Funbu ry on the Western Ocean.. Peakland engmeers a . They point to the success of the tren alta.. family compartments and on-train activities such as hi-fi music. it would damage the environment an d be unsuited to the terrain of the country. In addition. the otential of Lake Nessa as an holidays.) / ~ Park " / I Tyra~nosaurus '< / 1 Sommert. They propose to adapt the rolling stock to the varying needs of passengers... has put in a bid to build a motorway network w hich wo uld link key towns and cities with border countries. transfer to the Park. in their OpiniOn. McKenzie and White are sceptical of the value of a rail network. the route taken and the destination.Iake. rt fifty Road McKenzie and W hite. bound to be a sU"ccess ..'--'\ / Stargateon-Sea \ Funbury ( ) ~ '---~ Air Peakland airlines Rail development of aIr transpo . A network of hehpa s ar~~ ~IOS~ to resort developments is. telecommunications services and catering arrangements to su it international tastes. You are members of a think tank for the Peakland Tourist Board. in all probability. Dlno or . In addition. t~~~h ~~yS~::~~~it~ri~ t~~e ~~:d:n depths of the . b If tourism is to develop in a big way It can only ~o s~ Y d attracting visitors on long-haul flights from:~ eVfeaO~:ior world They therefore advocate the constru Ion 0 bl . Study the map of Peak land and the summaries of the various transport infrastructure projects that have been suggested.ft airpo~ to the west of Sommerton which would ena e SWI ~elieve th~ ~~~:~t~~~~:~ ~~:~~ternational./ Peakland I ' 'I --/-1 J \ /. The chances are they will be more interested in a short all -inclusive break with rapid through trains taking them door-to-door. the duration. velocidad in Spain and the train a grande vitesse in France. The SNCF pOints out that tourists visiting Tyrannosauru s Park are unlikely to come by car. They argue that road transport accounts for 77 per cent of all world international arrivals. feeling that.. The SNCF (the French national railways) has tendered for the construction of a high-speed train network linking Sommerton with the capitals of other countries. claimed Last year. revolutionary Super Helicopter whi. W Id despite government intervention. P h r nd the tales of fantastiC They remain sce~t~cc~ ~:~~:~tf~~~~dO~eT~:~~~~::~i~sa:~:k and doubt very . . . f $77 made r~cord losses and saw its share prices plummet rom to $13. the British construction company.. h ve come up with a . video entertainment. Which would you recommend to the Tourist Board? Moorland . Sea The Peakland ferry operators and the naval shipyard ~t Sta~gate­ on-Sea are anxious to see a substantial development In cruIse . for example.o Transport 14 Work in groups. It is flexible as the driver can control (!Very aspect of the journey: the speed. / . Peakland roads are uncongested and wou ld provide great scenic variety.------'.ch ~ able ~dt~~:s~~untry eo Ie at a time.

STUDENT A Read t his case st udy about an unfortun ate inciden t in a t ravel agency and an swer th e qu esti ons below. What lessons can be learnt f rom the two situation s? . some peo ple are not.h(m' ~ h l.lde good eye contact with those who entered the ag('ncy. Student A read t he text below." rep li ed th e assistant manager. He was a \'ery plcasant lll an who was quire fr iend ly." sa id the new traiuee. He t hen turned his attention ha(:k to the assistant manager and startt"d to write a cheque for his holiday balance .he gt:tti ng on.nt trainee tran.sa id. He was a valued CU!itomt:' r who wou ld book se vera l fairly expensin~ tours in the course of. m. "Oh. t im l~ . and how the paperwork was processul . "Unluck~· for some! " "Yes.) year. Friday the th irtee nth ." he .l agent. On one particular afternoon. and then asked a few questions or the \\<l!i new traH"1 assbtant . "\-\'hat is thL' da tl~ tod ay?" he asked . 3 Wh at prefix is used to form th e opposit e of all t hese verbs? interpret direct quote manage hear treat calculate understand hut had heen instructed to carry out a few simple admin istrat ion tasks and to sit w ith the assistant manager to ohsene bow the cmtomen were d('alt with. "It's the thirteenth . Reading 1 4 Work with a partn er. was coming to the e nd of her first week at w ork. and look<:d in c\'er)' w ay a pieas. in that he was always treatcd well and received the best se rviCl~ from statY He talked with the asshtant manager for ~omc time. a young woman of sixteen. "'YOll nen:. Vocabulary 2 What sort of perso n are you ? You are no doubt: t idy sympathetic experienced capable organised professional respo nsible friend ly efficient polite patient motivated agency. but who liked to feel spedal . ~hc wa~ A numher of years ago I was wor king in a retail tran'l Unfo rtunately. St udent B turn to page 112. Use th ese prefixes to describe peopl e who be have in the opposite way: un im- ir- in- dis- not ex pected to sell travel products.. a regular customer cal11c in to pay a balance . At thi .r know..Customer Relations Dea ling with complaints Preview Work in groups and discuss what personal qualities are necessary when dealin g with the publi c. ~'otlr dH' (lue might bounce!" a Who was involved? b Were the travel age ncy staff experit::nced? c What kind of mistake did the staff make? d How do you think th e customer fe lt? e How would you describe th e staff and their behaviour? Tell yo ur partner w hat happen ed. At this carly stage in her career she was not expected to deal with a customer her self.': lih~ d the job an d how <. She was wdl dn~ sl'c d and we ll groomed. where one of the employees.

You need a full British passport. Which words are stressed? a Did yo u wan t to t ravel by cha rter flight or scheduled? b It was n't so much the lack of comfort as the level of noise in the hotel. 05 Correct any false statements. 9 Melani e has learnt to be fi rm w ithout bei ng rud e. b The airline staff tried to hide from the passengers. would take us to Houston . c You can' t go on a visitor' s passport. d They were content to be able to go to Houston. Speechwork Contrastive stress 6 We often place the stress on a particular word in order to compare or contrast it with another word. In San Francisco the airline s taff were extremely rud e.4IiI Customer Relations Listening You wi ll hear Melanie Flowers talking about a fl ight she made from l ondo n to Dallas. e The fligh t wasn't delayed . on the tape yo u heard: The plane wo uld leave in two hours and. a They we re late check ing in. Li sten and check your answers. d She said she wanted a room at the front of the hotel not at the back. Decide if these statements are true or fal se. e The hotel in Houston turned o ut to be mu ch better th an they'd expected.it didn 't even exist. 7 Read these sentences aloud. instead of flying direct to Dallas. Have you heard any stories about unfortunate travel lin g incidents? Tell yo ur partner how they were dealt with. o Listen to Melanie again and find other examples of contrastive stress. For exampl e. Was it you who booked the holiday or you r wife? o 9 I wanted to know where th ey were travelli ng from not where they were travelling to. c The co upl e were given preferential treatment because of their children. 63 .

Language Focus
Infinitive (to) or gerund (- ;ng)?
look at these examples:
I wish to claim compensation. (NOT * 1wish claiming compensation.) I suggest writing to the manager. (NOT ' I suggest to write to the manager.)

Put the following verbs into two groups: those that are followed by an infinitive and those followed by the gerund. admit

choose
demand
involve offer refuse

afford claim deny justify plan risk

an ticipate consider

expect
manage postpone

arrange decid e fai l

avoid delay hope

mind
promise suggest

miss
recomm end undertake

save

2 Some verbs can take both the infinitive and the gerund but with a change of meaning.
Can you explain how the meaning of the verb changes in each of these pairs?

a They stopped to take extra passengers on board . b They stopped taking extra passengers on board.

2 a You must remember to write to them.
b You must remember writing to them.

3 a I'll try to phone her w hen the meeting finishes. b I'll try phoning her whe n the meeti ng finishes.

4 a If you wan t any compen sation it will mean taking them to co urt. b Sorry, I didn't mean to take yo ur seat.

5 a He went on complaining about his holiday for at least half an hour.
b After describing the terrible journey he went on to complain about the state of the accommodati on.

Practice
Rewrite the following sentences without changing their meaning. Use a second verb in the infinitive or the gerund each time. For example: She hasn' t got enough money to travel fi rst class. She can't afford to travel first class.

If you don't pay the invoice soon there may be a 10 per cent penalty charge. If you delay paying the invoice there may be a 10 per cent penalty charge.

a I think it would be a good idea to write to the tou r operator.
I suggest .
b Wou ld it be inconvenient for you to wait a little longer? Would you mind ... c OK, yes, I made a mistake about the time but not th e date. I admit . d I'll do my best to have an answer within a week. I promise ... e If I we re you, I would make a strongly-wo rd ed complaint. I recommend.

The guide said she certain ly did not turn up late. The gUide denied".
9 It would require us to make a change in the schedule. It would mean.

4l!> Customer Relations

Reading 2
Handling a complaint
8 In the Listening section on page 63 you heard how an airline treated a customer who had a complaint. Think about

When it pays to complain
A dissatisfied customer who co mplains is just as likely to remain loyal as a com pl ete ly sa tisfied custo me r. This surprising sta te of affairs h as been observed by Bri tish Airways, which has rurncd the handling of compla ints into somethi ng of a science. C harl es We iser, BA's head of c ustom er re lat ions, calcu lates that about 13 per cent of cusromers who are complerely satisfied wi th BA's service may not Ay with the airline agai n. "Perhaps they changed jobs, found a frequent flyer programme which better suited their needs, or maybe they felt it was time for a change of airline," he says, writing in the July issue of COllSumer Policy Relliew, the journ al published by the UK's Consumers' Associarion. Half of all cus tomers who expe rience prob lems but do no t complain, do nor intend to use the airline agai n. This contras ts with the customers who are dissatisfied bur do complain - just 13 per cent of this gro up will defect, the ident ical rate of defectio n as the "satisfied " group, says Weiser. C learly, ir pays ro encourage cusromers to complain, and to encourage complaints departments to turn themselves from "blame" to "customer retention" departmentS, he says. \'{Ieiser's guide [Q sat isfy in g compla in ts includes the fo llowi ng points: • Apologise and "own" the problem. Customers do not care whose fault it was - they wan t someo ne to say sorry and champion their cause. • Do it quickly - customer sat isfaction with the handling of a co mplaint dips after five days. • Assure customers the problem is being fi xed. Co mplaints depart ments need to know th ei r compa ny inside out and work with front-li ne departments. • Do it by phone. Many departments are frightened of the emotion customers often show when things go wro ng, but customers appreciate a personal apology and reassurance th e problem will be solved.
(from THE FINANCIAL TIMES)

situations when you have complained and answer these
questions. a How did the person you spoke to react to you r comme nts? b W hat actio n was take n to solve you r problem? c How satisfied were you with the result?

9 Read the article on the right and decide if these statements are true or false. Correct any false statements.
a A di ssatisfied customer w ho makes a com pl ai nt w ill usually fly again with British Airways.

b About one sixth of SA's satisfied customers defect to other
airlines.

c Both sat,isfied and dissatisfied customers w ill fly w ith SA again in about the same proportions. d SA gives money to customers jf they complain.

e Customers are anxio us to find ou t who was responsible for th ings going wrong. It is not a good idea to adm it to being in the w rong.

Speaking 1
10 Work with a partner.

Take turns to make/ deal with a complaint in four different situations. Student A read the text below. Student B turn to page 112.
STUDENT A Situation 1 You have just checked into a hotel and you have
noticed th at there are no towels in the bathroom. You go down to reception.

Situation 2 You are the manager of a hotel and f eeling pleased w ith yourself because you have a 100 per cent occupancy rate for this week. A customer has just asked to speak
to you.

Situation 3 You arrived at the resort yesterday o n a f ifteen·
day package but t he cou rier failed to turn up in t he morning.

.

You are angry because you feel you have lost half a day you had paid for.
Situation 4 You work in a travel age ncy. A customer has j ust
come through the door and is looking angry.

Language for handling complaints
Introducing your complaint I'm not one to make a fuss. but.

I don't want to complain, but ... I'm sorry, but I really feel I have to make a complaint about.
Handling a complaint I'm sorry to hear that. Let me take the full particulars. I fully understand. 1'1/ do my best to sort it out.

65

Writing
Letters of apology
11 Do you agree or disagree with the following statements? a You should thank the person for having made the complaint. b You should avoid making an apology unless it is requ ested.

Pear 5i;
Jam I1/Til1111 to Cdmplaln a/JdZ(f file appa/(m,.1 sfw7dard o,cSdtl1ce / rec.e<l/ed !jB5fe<day af file ffBrif?lg6 /-(tlSetff11 C",cnk Shop. Cin t3/1fU-tn§ (he seir-sert/ice resmur;:mf at fhree o'ddCk ~ fnend"Md1" mund a /l(ft"1j bng qaeue. It/e had Iv ro/f%Jt

c You should never say anything was your fault. d You should never blame a member of staff who works in the same organisation as yourself. e You should always explain the cause of the problem. You should say that the error was exceptional. 9 You should say what action is being/has been taken. h You should make some sort of special offer as compensation.
12 You are the General Manager of a catering firm wh ich has been subcontracted to provide food, drinks

iWlJ frag5 be1'fffe flndlilg a clean tJ7Ie. (!)nce af fhe etmnw we /dund m~t 01' #;e IWir' hadg07le eKcept I1n- #7/W, Ifr'ed man-~M opM S<V1~cAt'5 tMdlhecm'dode. ~ere M:i'S flO me 1Z> serve t(s - a gu'f rpshed up t7J1/y ~ '" me:tn smrfed to he(p hH115&11' -0 soup. '7lte gtrloblilOuslt; had no ffainit11; she iwttu1l nei8t&1" whaf ff7e soup Mi$ made of'
(7e!/7lHfiude~ 11011« Glre a~ed wiln '" big cardbtmrd btIX and tlw'ew SdI11e 6~icA padro tm iIle c1:mn-rer) !he tWl> girls af flte drinks c.mnt&r ~e also s/(7W
and 5~. .l had a 1lJn-/fUIU<te u=t r$r a coll'ee half' spitted a"""'oss I11fj {rqy and fIIere wets a lim'fte.- Mlif

"'!: wnefltu- fltem were ClII!f f11tlYe

6dndMcheG tU/W1a/:;Ie.

kr ~e one cash

t:?t(ln t7J2eration.

and table service to a famous
museum. You have recently received this letter of complaint. Before you read the letter, think of some of the reasons someone might have for wanting to complain about the catering. Then read the letter, see if your predictions were right and answer these questions. a Wh at is your reaction to the letter? b How do you explain the poor services she accuses yo u of?

!ind file cutlerg OWU-MUllin dried bloDs of' Ibzm! andgmase. 7/re mble /fie tJl:CUpied MIS dfr~ and lina/(y flte SOUp Z btJYgM k/?:rS greasJl, heav!/ and' Q/ler-5;;u~d I regret- fv sa,! thar / tvllG SICk In the
I1Ufseum mfel5i
5I?dT~ Clfitifwzzr--ds.

I NzlS dlSgksted to

A/eme of'#tIS IS an &,I(aager-aI7dn. I ca;utof helleve -I/taf such afr(7l:/t7l1S Sef"IIlCe couJd eKisf In a wn-ld-lillnt7Us insfifuhtm. I was embMnts§&;/ and fUrious "'ot only Ibr ~~elf' bttf on bt?halr« a£( #Ie visill71's Mlo Cdme Iv #Us OlliffMSe be<udllid CYttnlr!;l.
I am a regulevr l/iSlf1:r tlna; ClS an eHlp/t?!Jee -!fie frcWd mdttsfr!/, In '" ptJ5dim -to t'eamtn1end #taf vi61fzm; bt75'Mff #Us reGtmfranr tmless J receive a letter IndfCcd0g whatmeasu~s fjtJU !#fend ,z, mA-e ro Itnprlflle -!fie let¥! of' service.

In

c What wo uld you do?
13 You want to apologise to Ms Shapur and have made some notes. Expand

them into a letter of apology. Letters of apology, useful expressions
I

THAN K YOU + SORRY UNTYPICAL
M/\IN REASONS - SHORTAGE OF STAFF

was sorry to hear that .

(SICKNESS & HOLlDf.YS) VERY BUSY PERIOD ACTION T.',KEN (SPEelA' WHA.T) ENCLOSE VOUCHER (FREE MEn & W1NE) HOPE FOR
It~PROVE M ENT

Please accept my sincere apologies for _ ..
I have thoroughly investigated your complaint ..

I apologise for the incon ven ience.

.. . due to circumstances beyond our control.
I

I wlfl personally make sure . can assure you this will not happen again .

14 "Send" your letter to a partner. Is he/she satisfied with your response?

.=r~v~e~:y~~~~~~~~~~~~~~~~~~~~~~~~~~-=-=~~~~~~~~~~~~~~~~~~~~~~~~~~~= -= ======== ========-___ =============== -==============-____ ::-__ -:::::.L Y : PLE ASF. mliness Location O verJ.~:.u. RA1E THESE H . .1I 0 0 0 0 0 0 E. us AG A IK? 0 0 0 67 . Then work with a partner and take turns to phone the Skyways representative (your partner) to complain .n~.\ IR 1'OOR Service Food Amenities Cl c..Y • .): Brochure information R eservali o n ~ sen' icc Overseas representatives Airport I hotel transfe rs Car renl .Ll. EXC ELLE"f' (lOOD F.s. .II)"Y : Name _ _ _ _ _ _ _ _ _ _ _ _ __ _ Hotel . .ENT 0 0 0 0 0 0 ( iUO O 0 0 0 0 0 0 0 0 0 0 0 D 0 FA IR 0 0 0 0 0 0 POO R 0 VERY UKEL Y 0 l !NU KEI .U .'~ S E RATF YOliR OV ER A\.. Use the questionnaire below to help The Skyways rep should: • • try to establish the exact nature of your complaint say w hat action will now be taken w rite a letter outlining w hat has been agreed.----::----:: What was the departure dale? What class did you travel in? With which airline did you fly'! EXCELLENl GOOD FAIR POOK Pl.\:Cf. you think about what could have gone wrong with your holiday.?~.EASE RA TE YOlJ It S ATl Sl' AC TJ ON W IT H THE \' LlG !1T: Check-in service Cabin staff s help and attillldcs Meals served O .XCF.\R E YOU T O BOOK W ITH HO W LlKEL Y .~~:::~~~. :~'~~~~h::.'crall in-flight experience PLE AS E PRO V IDE T HE NAt-IE A N D LOC ATION Of' THE HOTEL I\ T 0 0 0 0 0 0 0 0 L oca tion 0 0 0 0 0 0 0 0 WHICH 'l o ll STAY ED DURINC. YO UR HOl.Y 0 QUITE U KE I..11 Optional excursions PLE. '{()UR HOI . OTF L FEATURE ~ IN DI V JI)U A l.tl!> Customer Relations Speaking 2 A feedback questionnaire 15 You recently went on a Skyways holiday and you weren't very satisfied about some aspects of it..ENT [J 0 0 0 D 0 GOOO FA IR 0 0 0 0 0 0 1'00" 0 0 0 0 0 D N /A PLEASE RATE THE OTHER FE AT U RES OF YO U R HOLlD A Y (ENTER N/A IF SER VICE NOT USED.IDA Y: I S ATISFA CTI O N WITH 0 0 0 0 0 0 E.

'. Austin. The villa room accommodation WClS basic.ously and require you to move us to another hotel that matches the 5tatements in your brochure and to do so today. Newton. the floor was uncarpeted and dirty. We are treating this matter very 5er.to ~1I0W' us to move into a sea-view room in the bUilding. However it can never iustify the description if) your brochure of I~. CM34 9 Fax no. This room IS SImple but barely adequate. Read it and arrange the letters. W. Here is a record of their correspondence.. Whitney Details of loss Expenses Telephone calls Facsimile transmissions Additional food costs at the Hamada Reom upgrade charge at the Scimitar Total £47 £34 £190 £235 us on receipt of this fa x. Yours faithfully. w hose Customer Relations Manager is Mr Massey. having booked a VIlla room . We arrived last night at the Hotel Scimitar. water was dripping through a green stain on the bathroom ceiling and the bathroom stank.: 90 024 87394858 Date: Dear Sir/Madam Booking Reference No. of 75. Essex. . Unfortunately. The ro~m is. l'o1U RDOCH Solicilor. they felt they had to complain about their holiday to the local representatives and to Mr Massey. Breach of contract c laim alf of Mr and Mrs J. A B Hotel Scimitar CLARKE . Massey Manager Customer Relations Dept Cheapside Tours 345 Hall Lane London WC2 1Ef Dear Sirs. it seems. Cheapside Tours ~_«m_ill ~ Mr G. Would you please telephone C. Worse. ~ We ha. Silver Birch Lane. 690202/593 .. ' v") 'J~ \ (/~.f 0 WHITNEY C H ANCERY LANE Bodrum Tel: + 90 024 87394857 Fax : + 90 024 87394858 To: Customer Relati ons Dept. The extent of oor client" s less is set out in the schedule below an~ we will be pleased to have your proposals for an amiable settlement within a week.Scenario 2 Handling a Complaint Dealing with correspondence about an unsati sfactory holiday Mr and Mrs Austin recently went to Turkey on a holiday organised by a company called Cheapside Tours. Austin who have instructed us to We are acting on beh " th terms seek recovery for losses sustained through your failure to ~p. . The air conditioning is broken (the temperature IS 40 C) and t he te levision does not work.'<u~ accomm~dJtion'. the legisJation in force.j to 110 avail.y. After mvch discussion with the staff (consisting entirely.ve tried man y times today to contad your local representatives but C. memos and fa xes in chronological order.'1' )'\. e and conditions relating to the purchase of a holiday advertised '~ your brochure GHEAPSIDE TOURS LTO in accordance with the requirements of From: J . of tra inees) we persuaded them on deposit of a cash sum . £506 68 . noisy with continUOUS mt/sic from the disco at night and the sWlmmmg pool by day.

Tu~key Re: HI and Mrs Austin Date: Essex CM34 9AD Date pages including this cover page: Dear Mr Massey Further to our two faxes sent to you from Turkey at the beginning of August we note that you have not had the courtesy to contact us in any way. They are now th~eatening legal action. In my opinion they do not have a leg to stand on. Newton. It . Austin Company: 75. extent do you think they are justified? Helena Leal)! b t? That 0 W 3 yare the Managing Director of Cheapside Tours an~ ou . the perfed choice for discerning guests who seek deluxe comfort in a tranquil setting' as described so misleadingly in your brochure. the Area Manager. Si lver Birch Lane~ Newton. ' tation but. Silver Birch Lane. the food and beverage manager. Austin of 75.lstin wi"!. As the H~~da is more expensive I asked them to make a payment of 50' of the excess rate. Turkey Fax: 90 024 Bb47382 MEHO CHEAPSIDETOURS To: Hr Massey... It is true that the air conditioning was not functioning but this was rectified shortly after their arrival and we have done everything we can to meet them halfway. Bodrum. Manager Customer Relations Pamela Watson. F E Hotel Hamada.. They are complaining that they have had to pay an ext ra $8 on the a la carte menu bue this is normal practice. 69 . I 've svoken to Patrice Visseyre.as made ou t when they transfe=red to the Hamada.o have been making life difficult for us. Yours sincerely Helena Leary has passed on a request to deal with the case of Mr and Mrs A'. They have mentioned noise leve ls but this is the first time we've received any complaints. I've informed Pamela Watson. TOUr Representative.our repu t ff On the basis of the above .5 certainly not 'a superbly appointed hotel. I have not been able to deal with the matter myself due to pressure of work but they were given a sea.1led customer relations department are either incompetent or unconcerned. who has done his best to cate= for their strict vegetarian habits. Bodrum. find the catering inadeq~ate. Ms Leary ~ould not be bothered to insped the Scimitar Holel despite its being only a five-minute walk (rom her offices.. at the same time. The vast majority o f guests seem to enjoy the nightlife when on holiday. TUrkey Fa)(: 90 024 8647382 Date pages includin9 this cover page: 1 Dear Mr Mass-ey Your local representatives and so-ca. Essex CM34 9AD at present at: Hotel Hamada. Nor would she supervise our transfer to the Hotel Hamdda.view room after ~aking their initial complaint and have now been moved to the Hamada... ou have confidence 10 your sa.. eCI the couple to tell them your decision. After having been moved to the Hamada they no. I am about to fax my bank to stop the cheque which I was required to make out to cover the more expensive rates at The Hamada We have no intention of letting this matter drop until we have received full compensation for a ruined holiday in circumstances which at best are negligent and at worst fraudulent. Area Manager. Handling a Complaint o c Facsimile cover sheet To: Mary D. They have instructed their bank not to honour the cheque which . Given this behaviour we were not surprised that your senior management faifed to telephone as promised by your seaetary The Hamada is marginally better than The Scimitar but the standard of service is poor.Scenario 2. y d 'de what to do next and then write to correspondence. Manage~ Customer Relations From: Helena Leary . Mr Massey's secretary Company: Cheapside Tours CHEAPSIDETOURS """" To: Mr Fro~: Fax: 44 932 880552 From: J. Massey. Yours sincerely 2 Who are the following? CLARKE. As you know this is a breach of the tour operator's code of conduct and we are referring it to ABTA and our solicitor. Bodr~~ Re: Mr and Mrs Austin Date: have ~ecently spoken with two irate clients who feel that the Hotel Scimitar is substandard. I Facsimile cover sheet To: Mr Massey Company: Cheapside Tours Fax: 44 932 880552 From: J . anxious to malOtaln y. MURDOCH " W HITNEY Pamela Watson Patrice Vissey re What are Mr and Mrs Austin complaining a ou.

di t'nt.I S llh'd ing f..1ngibl<.1 uni(lu.lni~m s .. 1 l)lls i n. .. Reading 1 2 Work with a partner.m(lu t't fa dlitit's. h. t .l n~T Tlut is the alllhk IK l'.t ion ill . rt'dlistC tr..~ st.. t. F : J th ink tilt" most important thing for sta rr is attitude AttitlHk :1SS llm t'~ you hal(' the right tools Il l .ntilLl<J" o rth<~ stall. \Vhat \\ .Igc'n<. Om' \\-'l.H': a fe'" miks frolll nH'. as k your partner questions to find out about: • • the good features of Richard Wi lliams's hotel. If I find . w hat he dislikes at a hotel.I frt T Ill IKh .II' and rd..~ o ne plan' l"tlm p lltl'r~ \\"i ll llt'HT tJL:L' on:r RATES: P r idllg mll~ t be a 1 0('.ll - t'(luipp<.ly i. the (ItJ a lit~· o f ~ ef\'iu' and what [ t..J. I st.~ hotels in ou r gl'o up "hich Ill'ed to Illm'c .d roolll with all lb.'.i. paying fo r lhcs(' .-tl a nd it " 'as al so Illy t.IS sl. pk a~. his favourite stay at a hote l. General STA I.1 do th.l~k how ru u ar. as described by thei r respective managing directors.1 Preview Work in groups and discuss these questions.1 of J .' ]"\' il'<.111 int.in sy~h~ m .: I'..)· ~o\l ljk e th. I d o not ha n : ( )f ~ (Ill1lior\ I will .llong th. .s nllll. T he hu ma n touch .m n'alit .lrt wilh the cor(: .·hich you do not think art: nl' ceS$Jril y righ 1.<J ~ .n : thJ! all the zilli on~ miles w hil. . a What do you expect from a good hotel? b Which of these do you consider the most important? w (. in ~ tanc c Th<.' \·~' n if they ha ll' :. it is .'rsol1.xP"t"t.' 1-)" rela".ho ldt'rs. a Where would you prefer to stay .. T h. /. It Ius 10 (from Tr. w hat he would like to see happen in the industry.md th.«'rvi n : to h<~ nl.lt route II'(~ w ill do something.tl.II . If tl11'rc an.: (. For mikag<.:nt)"- fifth wedd ing anni\<"r. [ do not hclinc in giYing ('u~tol1ll'rs an imprt'.. O N E WISH FO R T HE INDUSTRY: That gOI"<~ rnrn l' nt and soc iet~. '«)m. Thl: {"()st wil l pa ss through thl' ~pkIll th rough di tferent pricing Jncd1.llt'gy in is.l rt..11lt1 th. that i.~ ""periL'nce to you .. \Vlwll )U U go into the ..tomn go.\\'lwn' .lt is not Llir on the l'llstOIlH'I"..)(".Hotel Facilities Descrihing hotel facilities M aking and answering enqu iries Serting ra res TOMMASO ZANZO TTO TALKS A BO UT HILT ON I N TER NATIONAL.mT.~ the co re tu Ill' thlTc . [ am agaimt dis<"ounting just fo r the ~ake tl-mlS 01 what the hOh'l or k<'{:pi ng thL' (:ustOrlllT .ll!itud<.: hotds I <i l ) not like arc thl: OIl t'S \l ith no p. on pages 112-113.lhsolutdy c ~H' nti<1 1 i.I po \\tTfll l econo mic d ri H't".1\·("] and tourism i~ .. sOlllr hody w ill par /01' tl1t'1ll . Student B read the views of Rich ard Williams.' outside ring into th e l·"rl' • price • facili t ies • service • location h('t'allsc he (.. I-liS H OTJ:::lS: \Vhat is .lIlt l til<: ady.:rious planni ng ('onsidl' l".lll" 10 . h.1.nc('.lrted Ill )' ("art'c-r in a trd\d agl'ncy in Milan \\h u l I \\".)nt .I magic so lutio n. Loyalty must IX' built 011 lrU l~ rc-Jations 1'.h \'"i~ t all on'r tht.. Bllt I hdi<. For in ~tJ. I du not think p .'~ . FAVOURI TF STA Y A T A HOTEL: Cl u h Mcd in Bali.sMY. .wilitie s.'rent fr '-.l Ild it w ill not he th ~! sh.r tla vour o r any thing J.Ill cou nt ries.. Barbados.. t ingredient but not the only ingr. is tht' IIL.lg'· of Hilton is it dOt'S ha n~ . the room-pric in g policy. A combi nation o f lH'nts ("onlrihu lt. but compditio ll rnako you do things .'nce .-n: is a prit'e for a product <Inti the . DISLI KES: Th.\~'nt<:t"n .lXaTion art'as which fo rm th l ' first eirel".'I/c) \)(' tJh' n into ".' l'io n which is tlirr. day bt.·.11 str.'llsto nwr m ust pay that in ord .lngi hl c-s . \lorld. :-0 tv lilt'. thl'f(~ j)llJ~t he the right dwck.lli t)" (.~ thL~ fad I "'as dl'H1gi ll g jobs so I was 1"0.IS parti C"ulJrl ) good wa~ t h(~ Jrn].all the int.1111('1" than the fad Speaking 1 3 Discuss these questions with your partn er.lrrady d OIl t' tklt 1 SO timl' S th nt Manager of Sandy lan e.· tilt' t'U~t (>lll<'r. It i" a tough joh .~lI('h .)t I i:xp .h ind YO!!. [ rtTogni st' it is no\ l'asy . t.we the right hack -up. STUDENT A When you have finished reading your t ext.'II rn. Answer your partner's questions about Tommaso Zanzotto.lintaillt. Tlwre is no sudl thing a~ ..m~i 1".mgibk I'klnl'nt around!llt" t·o n'. l('i)ities ('xp('(kd h.'!" for Ihe q ualit y o f .y. You are going to read about the organisation of two hotels. Chairman and Chi ef Executive of Hilton International on the right.at Sandy Lane or at one of the Hilton hotels? b What are your best and worst experiences at a hotel? ) tH l h.< onwbo.'d 10 this ren' lIl' ~tJ...HlM. Tlw t'w.lt hotd is til<' t"irde Jround th is roum . the staff. They star t at til(' int.:c ptinn and roo l1l ..~ the cor (~ _ must be Iwrfc ct.' .'C.Jpic ~t. W hat I ('xPt'... Student A read the opinions of Tommaso Zanzotto..~ from tho.IMrtieularly in the h()r. Then \\ h.lround the ('orf' .~Udl . progranll1\('s .\. must h.

a We ate some b One of the guests stole o ur c In t he lobby there was a d The cook's look in g for a e ~ Each room has a local excellent dishes seafood pot antique silver pepper writing Flemish heavy sixteenth-century desk bowl large red salad plasti c red-and-white enormou s superb bedside Japanese lamp 2 Match the words below to make compound adj ectives. 3 . shape) €) colour e origin o what ki nd? w hat for? e head noun an exq ui site M ing-dynasty porcelain 0 what the noun is made of vase a beautiful antique china rose bowl an out-of-the-way resort 5 Compound adjectives are formed by join ing two (or more) words w ith a hyphen: an up-market hotel self-contained accommodation well-appointed rooms Practice Put the words on the ri g ht into the co rrect order to complete these sentences. An o qualitative e classify in g: a small f urni shed apartment a special free offer 4 If there are more than two adjectives in a phrase. Classifying adjectives are not normally gradabJe. an attractive area a double bed a famous hotel a separate entrance a cheap room a single room a pl easant stay a bridal suite 2 Classifying: these adjectives are used to classify the following noun. the order is: a pleasant rural setting a large double bed o subjective opinion e qualifier (size. 3 The normal order for adjectives is: "a very separate entrance or *a very double bed. Th en add a suitable noun of your choice to each one. age.4D Hote l Facilities Vocabulary 1 4 Which of these facilities would you expect to find in a deluxe hotel such as Sandy La ne or a Hilton Internatio na l hotel? Are there any you wou ld add to the list? Is this the same for all co untries? trouser press cable television in room ornamental gardens li ve entertainment lift free garage space beauty salon tea/coffee-making faci lities air conditionin g DD telephone outdoor or indoor swimming pool disco flood li t tennis court sauna + jacuzzi gift shop newspapers --- Language Focus Adjectives and word order Adjectives can be divided into a num ber of categories: Qualitative: these adjectives identify a quality that someone or something possesses. We cannot say entrance is separate or it isn't. ai rseason wellm inute selftim e new audiocu t eq uipped lastpartbuilt contained visual conditioned price 011purposebrand- 3 Write a short descripti on to be included with each of these photographs in a leaflet publicis ing the hotel. a bed is a double or it isn't.

JJ Angela Badel Reservierung/Verkauf Dear rvlrs Adams. We have 320 rooms. Please do not hesittlle to con tact mc personally if you have any questions tance to you and \I. • GRAN D HOTEL RERU N Maria Wamneboldt Rcseryati ons Manager Reading 2 6 Mrs Adams is planning to visit Berlin for the first time and has written to four hotels asking for information. Then listen to the tape to check your pronunciation. I am not sure.. The food is all home-made. o The lounge is well-'fumished.. We do only serve drinks at the reception.. daB Sie unserem Haus so groBes Interesse entgegenbringen."tl. if you leally mean our hotel? Because your questions 1 001::.~r Morgan Althaus Sa les Manager Sehr geehrter Mrs Adams. Listen. a 'self-contained fl at on the seco nd part: a 'well-furnished lounge Adams 44 Cypru s Street London NI 1ST Dcar Mrs Adams We refer to your kin d kIter and thank you for your interest in the But if the com pound adjective is used after a verb the stress is The flat is self-con'tained. Which hotel do you think she is most likely to be interested in? Give reasons for your choice. but this is closed. Here are the lour replies. a much-travelled woman a new ly-wed couple a wo rld-famo us brand an easy-going atmosphere The bar is air-conditioned. Thank you very much for your interest snov. BERLIN. Enclosed you w ill find our hotel brochure and the room rates. The Great Eastern Hotel is situated at t he famous corner T oleranz sfr. 3 meeting rooms for up to 45 persons and a lobb y bar. Mit freundlichen GrOBen.. w ith kindest regards. Berlin Dear Mrs Adams. Enclmcd please fi nd the requested b mchures about the GRAN D HOTEL Where is the stress? Say these phrases and sentences. Sie bald als Gast in unserem Haus begrOBen zu kOnnen.Speechwork Stress in compound adjectives GRAND-HOTEL BERLIN M~ ® 05 If an adjective is used before a noun.md restaurants. I hope to w elcome you in our hotel. C I . an d Unter den linden near the Brandenburg Gate.e would be ~'ery pleast. the stress is usually placed on the lirst part 01 the adjective... (030) 87 97 19 Fu: ( 030) 87 OJ}6 ~~3o. 27 12211 6 K. one restaurant. ich freue mich. Arryway.7. GRAND HOTEL BERLIN. conference halls .:tr . 107/3 B"Ii"7i:ltj. Inside the brochure you w ill find the restaurant. But w e have none of these. Enclosed we send you our hotel brochure w ith the price li st. IGreat Eastern Hotel Toleranz Str. Gern ubersende ich Ihnen unseren Hausprospekt. or if "'e can bc of any assiS to welcome you at the GRAND HOTEL BERLIN in the near fUl ure Y ours ~ incerely. For your reserva tion you can call ou r booking offic e by phone 6743 28 1 or you can send a fax t o t h e number 6743 678. Lindenbaum Hotel Mrs Adams 44 Cyprus Street London N1 1ST England Ttl n U l l ~J f ". Th e furniture is old-fash ioned. Mrs Adams 44 Cyprus Street London Nl 1ST I Goethe Hotel I G" uhm. In der Hoffnung. We area middle·dass hotel w ith 40 rooms and vIe don't need these facilities. like you el<pected a first-class hotel. Thank you for you r letter and your interest in ou r ho tel. You asked about other facilities sucn as litness room.. The conference room is well-eq uipped.n in our hotel.jlt 19. We wou ld be happ y to welco me you in o ur ho tel...e.

e now whether h m a POSHlOn to host th' C' your oteJ would be . on "The Secret Services of P (C . all air-conditioned with en-suite facilities • views over gardens/historic sites • swimming pool..OOO 73 . . . 0 Its forthcoming conference OS . (~5-' David Murray Conference Coordina tor FREDERICK HOTEL BANQUETING AND CONFERENCE FACILITIES • 17 air-conditioned conference rooms (1400 • 7 seminar rooms • single and double rooms and suites. Rolfe Street London WC2 12X Dear Sir/Madam. N ovember next year. B . I S conJcrence and provide m ' . 2 December The above-flam d' . e with a descnptlOn of s or approximately 100 delegates. . sauna • 4 restaurants and bars • multi-storey car park (240 cars) • price for 100 delegates (full board + conference facilities) m~) • simultaneous translating/ interpreters' booths x 3 days ~ DM72.Q) Hotel Facilities Writing 1 Describing hotel facilities 7 You are the Reservations Manager at a large hotel in Berlin. You have received this letter.ommumst Bum ". pc In echo from 27-30 your facllJI'Jes and ta riff: t i . Reply using the information below. I would be grateful if you would let m k . 1 look forward 10 hearing from you. . . School of European Studies 5. . e JOstHute IS intending to h ld .

Read these sentences and decide if the two words linked by and are in the right order. they vary according to the type of clientele. e There are no hard and fast rules on discounts. who is Manager of a large london hotel.we cannot say ' demand and supply. d A whisky. It works more by error and trial than by anything else. k Our reservation system isn't scientif ic. What are they? b Under what circumstances wiJl he allow a discount? Section 2 c How do British tour operators do business w ith overseas hoteliers? Section 3 d If overseas tour operators cannot fill their all ocation. what does Nick do? Section 4 e What do British hoteliers do to maximise sales? Vocabulary 2 10 At one pOint Nick uses the expression supply and demand.Sandy lane and Hilton International. a W hich do you think was the most expensive to stay in? Why? b Do you think t he price of a night's stay is the same for aJi guests? c How does a hotelier fix the price of a room? 09 Listen to Nick Patterson. Discuss these questions. It's not easy to open a hotel. The order is fixed . 9 I don't have all the figures and facts with me but we had an occupancy rate of about 90 per cent last June. We have to keep the reception area looking neat and tidy or it creates a bad impression. . At the beginning of this unit you read about two different hotels . and a tonic and gin. Section 1 a Nick mention s four different rates. a It takes us three months to negotiate all the terms and conditions. and answer these questions. c The carpet in the lobby has to be of good quality to stand up to the wear and tear of conti nual use.Listening Pricing policies 8 Work with a partner. please. h I have to get out of the city from time to time to get some quiet and peace. there are so many regulations and rules to co mply w ith . There are many fixed expressions in English which have two words linked by and. b The contract hadn't been signed so it was void and null. j Every year the auditors check our profit and loss accounts.

Student A read the text below. prov ided th at the faciliti es meet yo ur ex pectations. Ottawa. Student B turn to page 113. Student B works in Reservations at the M aple Leaf Hotel. th e rooms should be of a good stan dard w ith private bath a nd so o n. Student A looks after the business travel arrangements for an international organisation called ATLAS. STUDENT B Write a letter confirming the detai l s of the reselVation made by ATLAS. The trade presentati on on 11-12 Ju ly is very importan t as ATLAS w ishes to show potential customers f rom all over th e wo rld t hat t he co mpa ny is successf ul and knows how to treat clien ts we ll. and M r and Mrs Andreas Gryllakis (not arriv in g until 8 p .4D Hotel Facilities Speaking 2 Negotiating a group booking 11 Work with a partner. the charge fo r the hire of busi ness meeti ng faci liti es and the method of payment. Mr Ph ilippe Trud eau. • t he business f acili ties sho uld be spacio us. incl uding lunch. group di scounts. Yo ur basic requirements are that: • • t he hotel should be close to public transport.) Your address is 10 1 Welli ngton Street. The names of the perso nn el to stay at the hotel are: Ms Patty Bowe n. Make notes. for twen ty-five people f or 11 and 12 July . It expires in April next year. You have recently seen an ad ve rti sement for the Maple Leaf Hot el and are goin g to ph one the hotel t o make a boo kin g. Mr a nd M rs Aki ra Nakamura. seve n members of staff w ill need accom mod ation for fi ve ni ghts f rom Monday 10 July. K 1 P5TI Tel : (613) 23 8 5347 Your cred it card number is: 453 1 78629413. Mr a nd Mrs Bohler. STUDENT A Read the information below and then phone your partner at the M aple Leaf Hotel to make a booking. In all. p rofessional and hi-tech. Yo u wil l also need t o book a co nference room . Three of them w ill be acco mpanied by th eir w ives. Canada. Yo u want t o know t he price of rooms. M rs Maria Spada. 75 . th e staff should be a ble to re lax in pleasant surrou ndings.m. M r Sti g Joha nsso n. You w ant to book rooms at a ho tel for a co mpany meeting and trade prese ntation involv in g a nu mber of executives f rom yo ur overseas subsid ia ries. Writing 2 STUDENT A 12 Write a memo to your boss outlining what has been agreed with the M aple Leaf Hotel.

Listen and take notes on accommodation and facilities. who works for Austral Tours. What factors does a hotel chain take into account when choosing a site? 3 0 Listening 1 2 Kelly Cooper. Complete it.Selecting Locations Assessing new ventures Promoting hotels 2 Prev iew Work in groups and discuss this question. What they have to offer is as follows: 1: . CEO. Use these headings: LOCATION TRANSPORT ACCOMMODATION FACiLITIES ACTIVITI ES Writing 1 3 After speaking to Ludwig Szeiler. Austral Tours From: Kelly Cooper Date: 07/11 No. This morning I met LS from Tioman Promotions. is at the World Travel Market in london and has stopped in front of a stand promoting holidays on the island of Tioman. Malaysia. Here is the beginning of the fax. FAX To: Cathy Mays. Kelly Cooper sent a fax to the CEO of Austral Tours. of pages: 1 Subject: Tioman Dear Cathy.

El Selecting Locations
Speechwork
Pronunciation of the leiter;
4 Work with a partner. Decide if the letter i in each of the words below is pronounced I 01 I as in time, II I as in rich or I I: / as in key.
Put the words in the box into three columns (according to the pronunciation of the underlined sounds).

o

Then listen and and check your answers.

island franchise
prestige

massive
mini-bar

tropical
village

site
prestigious
sign

private

biplane heritage

Sri L anka

slgnature

skiing

0 5 Read this postcard aloud paying particular attention to the pronunciation of the underlined words.
Then listen and check your pronunciation.
Dear Joyce.
rm 5t:a)oing here on a minute tropical

island off the """% of Fyi.ltta""" ninety minutes to get here by biplane and i5""'Yremote. Peoplecome here for a few day!; to ..;,.; d""" and relax. It'. ""'Y hot ..;tIl ""'Y 1it;tJe ..;,.; or oI1ade to keep the temperature """'"- I spend most of my time 6tJnlnrthing.
£"'Yevening they organise live mtertainment at the hotel which;5 very enjoyaf:M but I ~ldn't want to live here pmnan<ntly-there'. not/ling to

o

MsJoyceLee
91, Bognor Road Newtown

NT315SX
England

do! See you ooon. lDve. Monica.

Speaking 1
London, an established tourist destination.
6 Work with a partner and discuss these questions. a Why d'o tourists want to go there?

b Where do they want to stay? c What factors do they take into consideration when booking a hotel?
7 Work with a partner. Look at these possible locations for a new hotel. Discuss the advantages and drawbacks of each site. Decide where you would build your new hotel in London. Then compare your ideas with others in the class.

77

Reading
8 Read this article about Docklands and answer these questions. a What are Dockl and s' stren gths and weakn esses for tourism development? b Wo uld yo u advise a hotel chain to in vest there? Why? Why not?

Docklands turns its attention to tourism growth
the mi gh ty Canary Wharf Towe r. is the new fa ce of touri st London. Th e London Docklands Devel opment Corporation, through which the Government's g rant fundin g for the area is channelled, is "ex tremely supporti ve of the London To uris t Board initiati ve" according to Sunny Cr0l1ch. it s dire ctor of marketing and public affairs. " London is th e premier gateway for visi to rs to thi s country - a nd we mu st mak e sure we do not lose that p()sition," she says . "Dock lands are not top of the attractions visitors want to sec. althou gh Engli sh Touri st Board surveys show LI S 10 be about number six o n the li st o f prioriti es. a pl ace visi tors go to on th e ir second or third trip. What we have to offer is a new fa ce.

D

OCK L r\NDS . DOMINATED BY

Our co mmuni cations links with the rest o f London are also good. We have the D oek lands Li ght Rail",:ay, buses ~nd , by nex t May, we will have completed our road programme when the Limehouse link is o pen ed . And the DLR. which now operates between Mondays and Frid ays, w ill open at weekends from next summer:'

Airport success
And, of course, there is London City A irport, which now has connections with seven major European cities, Its popularity is rapidly improving - but we Briti sh see m slow to rea li se its adv,mtages, as some 80 per cent of its passengers arc inbound. Prev ious criti cis ms that there are few shops, restaurants, pubs, wine bars and so on in the area are no longer valid , add s Sunny Crouch. "Terence Conran now has three restaurants on the south side and in the ne wer area there are at least twe ntyone shops, plus half a dozen pubs, restaurants and other places to eat and drink," she says. Furthermore. there are now more than 1,000 hote l beds in D oc kl a nds , including th e n ew Scan dic Crown a nd Internation a l Britannia hote ls. " Dock land s attracts over 500,000 visitors a year," say.s Sunny, "antl, in tourism terms, we have an important cluster of attractions . We are finding that visitors pick up the Docklands Light Rail way at Tower Bridge. take it ri ght through Dockland s to Island Gardens. then w alk through the foot tunnel to Greenwich and take the boat back. That way, they get the best possible view of what we have," The Docklands development story is far from over. "We ha ve plenty of land in the Roya l Do cks area and we are looking for touri smlIeisure type developments for this because we feel that in the present climate we don' t need any more office schemes," says S unny . " F o r exampl e. there is the London Dome project, to create a magniticent covered bowl for sporting eve nts, conferences, concerts and so on." Finance, it seem s. is almost in pl ace for this ambitiou s project - with the backers undeterre d b y the failur e of Olympia & York . developers of Canary Wharf, where, until it was temporarily closed follow in g an attempt to plant a bomb there, the tower (the tallest office building in Europe) was attracting 5,000-6.000 visitors every weekend, eager to see the unique panorama of London from its top fl oor.

" It is fascinating to show groups of overseas visitors, who have come to London w ith im ages of anc ie nt heritage and twditioll, somethin g: that is new an d modern. Canary Wharf, for example, i s prohably the wo rld 's lar ges t urban development project. "Docklands is an area that is dynamic . changing, as it ha s been over the centuries - and there is plenty for visitors to see. There is Tower Bridge , of course, with its walkways, and the new Desig n Museum on the south side of the river. On the north side, there is the Tower itself and St Katherine's dock.

(from Tourism Enterprise)

Cf) Selecting

Locations

Vocabulary
Formal and informal language
9 In formal situations big and a lot of are often replaced with

Listening 2
11 The Far East Investment Group is looking at hotel investment opportunities in Lond on and has recently comm issioned a survey fro m Lewis, Dupont & Kruger, a fi rm of independ ent consultants for leisu re and tourism. Read the letter th at accompanied their findings.

other expressions. Choose words or phrases from the box to replace a lot.
For example: a lot of facilities = extens ive facilities

substantial

a great deal of

a wide range of
a b c d a lot a lot a lot a lot

widesRread

LEWIS, DUPONT & KRUGER
Forth Street. London

of lan d of growth of tourist attractions of interest in the area

9 September

Choose words from the box to replace big. For example: a big bill = a hefty bill

Dear Mr Pang. We are pleased to present our study of the proposed FEI G hotel developrl'lent in London . As is customary w ith market studies of this nature. our findings are only valid for a limited period of time. The estimates are based on the most reliable evidence available at the present time. We look forward to presenting the study to you arranged at the Hilton Hotel on 27 September
i:lS

radical
spacious

handsome large-scale

a a big refurbi shm ent b a big change in market demand

c a big lobby
d a big profi t

10 Work with a partner. Which sentence in each pair would be more suitable f or a formal report? a You asked us to look into the id ea of putting some money

Yours sincerely,

,

into a hotel development. b We were asked to in vestigate the potential of investment in a hotel develo pm ent.
2 a Our preferred locati on is in dose proximity to Canary

/ ((!JJ!

'Jil I ~'7

Milton West

W harf. b The place we liked best is ve ry near to Canary W harf.
3 a Lots of hotels in the subu rbs had to let peo ple pay very low rates to get enough business. b A subst anti al number of hote ls in the suburbs were o bliged to charge exceptionall y low rates in ord er to ac hi eve an
ad~q uate volume of busin ess.

o

Listen t o the representatives of Lewis, Dupont & Kruger

presenting their findings to a meeting of the FEIG and take notes based on these head ings.

4 a Demand has begu n to improve and increased reven ues are begin ning t o compe nsate for the Jean years. b Demand has begun to pick up and bi gger revenues are begin ning to make up for th e bad years . 5 a This section is about t he way we work ed out the f igu res, the things we took in to account and th e w ay we we nt about getting an approx im at e idea of profi ts in the f uture . b This section detai ls the calculations, assumptions and methodology w hich form the basis of estimated profit projections.

REASONS FOR CHOICE OF ARE . A COMMUNICATIONS PROPOSE[) SITE TYPE OF HOfEL FACILITIES DEM.AND PROF IL E

79

. .. . ... using automatic check-in and providing self-service breakfasts. And (g) . hotel development in central London has been hindered by restrictive planning policies.... lack of suitable sites and high building costs. by keeping staffing to a minimum.. there are economies to be made in operating costs... slIch hotels.. In recent years. Budget hotels have an educational role to play in introducing new sections of the popUlation to the habit of stay ing in a hotel.... can make savings in constructiun costs.. The growth of budget hotels has been the cause of some co ncern in the hotel market as many traditional one.. Note the way in which the underlined words are used... Which of the underlined words: introduces a contrasting point of view? shows a consequence? introduces a new piece of informatio n? 2 Group the following words into the above three categories. budget hotels have standardised furniture and fittings which can be bought cheaply in bulk. Furthermore. three-star hotel to meet what is forecast to be a signiticant shortage of bed space. despite this on the other hand besides what is more yet thus hence neverthele-ss therefore in addition consequently Practice Complete the extract using the following words: secondly wh ile first of all furthermore as a result on the contrary yet however \VHAT ENABLES BUDGET hotels to offer extremely competiti ve tariffs and (a) ... . it is our opinion that the time is ripe to invest in the constmction of a 300 bedroom.. budget hotels will continue to inlluence the market place and possibly take some custom away. all built on the same pre-fabricated model. ....and two-star establi shments are unable to compete. .. make a profit? There are a number of a nswers. ... the British Tourist Authority has forecast a shortfall in hotel accommodation by the end of the decade.. (h) . As a result. the market for budget hotels includes many people with limited financial means such as low-income families.... qua lity hotels offering a high leve l of service sho uld not see these "competitors" as a threat but. Howe ver. (c) .Language Focus Conjunctions Read this extract from the study you commissioned concerning the construction of a new hotel in london.. (b) . and several sites have been earmarked for consideration. (d) . (e) . ... (f) . as an opportunity to expand the hotel-staying public. thi s concern is probably unjustified ... retired people or touring sports teams... there is now growi ng pressure from hotel chains wishing to develop.

750 Writing 2 15 W ri te a report outlining t he decisions made at the meeting betwee n The New London Hotels chain and Peake. 3 150 100 50 25 £185. Jones and O ' Hara Investment Bank to invest in their projected new hotel in Docklands .. c Selecting L ocations b W hy does the hotel need such a large restaurant? How soon w ill they achieve a satisfactory room occupancy rate? d How do they hope to pay for the mainten ance of the health dub facilities? 13 Discuss the argu ments you will present in the meeting... You work for a consultancy group. W ri te and tape a radio commercial for your hotel. Jones and O' Hara Investment Bank. The restaurant will be partitioned and partiall y closed when not in full use. b what kind of establishment it wo uld be (category. (in<.-~~~-~ = £ 150. number of rooms.all doubles with en-suite faci lities... Group A works for The New Londo n Hotels chain..:orporate entertaining. 14 Look at the papers for t he meeting and answer these qu estion s. Restaurant covers: 250 .~n 1 Nov-3 1 Ma. ~ 250 .on Mid ~_ High s. 81 . ' .ilk_n irot .500 (per 6 members) Projected no. Th e New london Hotels chain wo uld like Peake.lOJ"n" lJ ul~-310c1 Annu.to allow for special fun ctions. 1 Aptil . Rooms: 100 . Discuss: about your hotel for the local paper. Res idents' Bar. 80 60 40 20 o Snson low So!ll.. e how you would advertise and promote the hotel..D A NNUAL COST OF ST AFFING AND MAINTENANCE OF EQUIPMENT • g ~ 150 100 50 o +-. Membership single joint fam il)' Fee £350 £600 £700 £1. lS% 23123 12 3 Restaurant The plan is to develop special eve nts banqueting facili ties for local (. Jones and O'Hara.. a Whe n do Peake. Jones and O'Hara forecast that the restau rant w ill be maki ng a profit on lunches and dinners? Projected New Hotel in Docklands No. Health Club Revenue To cover costs of equipping. yr..'enue 22 £ 155. yr.000 Projected no. Fitness and health club: free to residents and open to non -residen ts. d you r anticipated cl ien tele. You have 17 Write a full · page advertisement been asked to look at t he hotel investment opportun ities in your area. Write a report on new hotel investment opportunities in t he area.nne<. ") ~200 .000 corporate Total re. 2 private rooms for functions.e Speaking 2 12 Work in two groups: A and B. c its faciliti es. maintain ing and staffi ng. a where it wo uld be feasible to bu ild a new hotel. l br. Meet w ith the other group to discuss the project.000 PER YEAR.. etc.'. 2 125 85 40 Projected no. of-. the health club membershi p will be offered to the local community and businesses.. ESTI MATF. Both sides have agreed to meet to discuss the viabi lity of the project. yr.i.. 1 100 80 30 20 £134. Group B works for Peake. Follow-up 16 Work in groups.

. . .. fascinati ng museums. putting greens and b un kers.. ..(!hy not bring your f'lmil y to (d) .._.' Ii NAP }[ / --(-. . a jaa festiva l. cruise on the open wate rs of the Atlantic Ocean. and }'ou've onl)' begun to picture what the Seacoas t region offers... Thi s is more than a success ion of fairways.. (e) . deep-se.Ild an abundance of tax-free shopping? Perhaps it's a fair.- Wentworth by the Sea Golf Club 4 Seabrook Greyhound Park 2 Salmon Falls Stoneware 3 Science and Nature Center 5 Whale Excursion 6 5trawbery Banke 7 Water Country 8 Harbor Cruise 10 Portsmouth Maritime Museum 9 The Children's Museum THE CHARMS OF NEW HAMPSHIRE Think of New Hampshire's Seacoast and what comes to mind? Welcoming sandy heaches and warm summer sun? Or do you picture ocean crui ses . Th e spirit of early Amer ican crafts is captured in (b) . j I v --------------1 / ld l ..l fi shing.. New Hampshire in the USA can do there.. And if you want ro <:olllbinc b lu es and greens come to the (e) .Thing s to Do Giving tourist advice on loca l attractions and events / (. the Computer Cente r and Arts Area. and how Seabrook Station safely u ses uranium to produce electricity. the at Seabrook Sratioll\ T he si re of th e (f) more than thirty exhibi ts and displays focus on th e Seacoast env ironment. it's a w h ole snies of scenic experien<.·es.-. T he ci ty incl udes a teo -ac re ou tdoor mu seu m known as (a) . Note that there are more places li sted than gaps. naming it for the abundance of w ild fruit s they found along the shores of the Piscataqua river./ Reading 2 Read these extracts from a guide to leisure pursuits in New Hampshire and choose one of the places in the box to complete each gap in the text.. adv e nture r iver and octopu~ b lue l<lgoon._. Portsmouth was the first colonia l capi tal of New Hampshire a nd its appea l is im mediate. Each pot is hand-made and individ ually decorated wi th a trad itional or countr}· design..1I1d exc it ing atrra. so-ca lled because in 1630 the fir st English settl ers chose the sire for their new plantation.. a nd m uch more besid es ... fur the best family ollting ever? Over twenty acres of rides .. . or charming antique shops.... Take a fascinating imaginary journey nearly 260 feet below sea level to Seabrook's coo ling tunnels. and get a cl ose -up of the ocean's great giants w ith expert commentary by an experienced naturalist.:ed at the En gine I-louse in Oak Sneet.. prodw. View local marine life in the ro uchpoo l and m:ea n aquariums ... .t ions plu~ the huge wave pool.. . including the Yellow Submarine. is open aU year round and is packed with amusing hands -on activ iti es for toddl ers. :l. Follow Route 1 to Odio rne St:tte Park. The fifteen ho les present a unique c ha ll enge and an absolu tel y fan tastic view o f the spectacular coastl ine. \.' r~f~ Preview l ook at the map and discuss w hat visitors to Portsmouth. . histo ric homes and a glimpse into this counrr}"s beginnings? Picture all these t hi ngs. (<'I mil y attractions.. No visit would be complete witho ut 3.. Sai l Out on a (g) ..111 this.._. . ... .

..".. golf sk i bowlin g athletics describing in Enghs tfcootball camp r. I Work wilh a pa " d exhilarating...:i.. art galleries. nd facilities... ming pOD ... formation on. r .. ' I museums. m tu ral beauty or h"storic I Interes . . .. . ---.:..an . . . ~Irt '" roo '"" volleyball rink track 6 . hands-on activi'I's Ie ' a 4 I g attractions -.=A~--b.. . .". WrIting local Tourist Informallo our area.~~ " . .. e activities and amusing Ihink 0. local amenities a • eating out..~~--~~ ." ...G) Things to Do Vocabulary .. . • 5 We ct .. g entertammg an d swim in a sWIm p ~o '" • " " 0"' . 83 . .." relaXin court 'B..: ---~. Incl ude In • • ' onu menls. . ding in -mg 3 Can you name Words en these activities? '-. n Cenlre. Design a leaflel for ~ whal visilors can do In y . . f so n Ih e passa e we re d d of excitmg me mor t haI you cau Id describe as rtner an .tennis. :. . f outstanding na places 0 . ..g..

Write th e message and practise reading it aloud. please call us during office hours. He wants the message to include general information about the office and he would also like it to be possible to contact ou tof-hours call ers the next day.30.30 on Mondays to Fridays except for Wednesdays. You work for a local Tourist Information Centre. Thank yo u. Your manager has as ked you to write an answerphone message for when the office is closed. Then record it on to a cassette and play it to the rest of the group. Decide what information you will need to give and how you will ask for the information you require.45 to take your booking at to 5. If you would like information on hotel availability outside office hours you can ca ll 0891 211402.Speechwork 0 7 listen to the message which has been recorded on an answerphone. Which message (other than your own!) did you find the clearest? . when we are to 5. why not? 0 8 Now read the text of the message and place a line where you thin k the speaker (I) Pausing and stress should pause. and underline any words you think should be stressed. As you listen to each message. Is it easy to understand? If not. Thank you for calling SELEKTABED hotel reserva tions. For reservations. Speaking 1 Answerphone messages 9 Work in groups. On Saturdays we are open from 9 o'clock in the morning to 1 o'clock in the afternoon. no one is available the moment. Unfortunately. Please note that office hours are 9 open from 9. Then listen to the second version of the message and check your answers. make notes on the information and instructions given.

you might want to visit the old mill... c If you need any more advice... travelling in the rush hour.. 3 Other ways of making a conditional: Unless you've other plans.. a If you ... . If yo u . you could visit the Museum of Science and Technology. which ofthese is correct? a In English there are strict rules for the sequence of tenses in cond itional clauses and main clauses... you. yo u where it is on the map. you'd be able to visit the safari park.. they wouldn't be hosting the next Olympics. 10 If you'd like me to phone them. you should go to the Museum of Horror and Torture. 8 If you're looking for something really exciting... e You can use any sequence of tenses in cond itional clauses and main clauses.. 5 If you'd been here last week. better off getting a cheap rail pass.. I'll make the booking for you. 7 If you have enough time... 3 If I were you. 4 If you had a car. d If you . stay for more than a week ... I'd avoid the crowded areas. h There shouldn't be any difficulty getting to Gbteborg ..... you'd be w ithout a bed for the night.... modern art. you've got a valid driving licence... if it . 9 You won't be able to hire a car . 85 . . 11 If you'll just fill in th is registration form. b The sequence of tenses is not absolutely fixed and depends on what you want to say.. 9 Should you have any problems. you . . please let me know.. I . I'd have got one for you.. Anyone is allowed into the casino on condition that they are over 18.... 15 I'd be grateful if you cou ld fill in this questionnaire before you go..... 2 If you were the mayor of your town/city what would you do to make the place more attractive to tourists? If it did become more attractive.. just come this way.. 2 If you go to the Natural History Museum. you . time. .. .. e If I ... you 'll be able to see the special exhibition on dinosaurs. 6 If I'd known you wanted a theatre ticket... there before the match starts but I doubt if you ... 13 If you hadn't made the booking in advance. There may be more than one possible answer........... 14 If they hadn't created the proper infrastructure beforehand. told them that you . coming if I ... you pay less. now. I . you'd have seen the carnival. you.. Practice Fill in the gaps appropriately.. a tourist attraction. .G) Things to Do Language Focus Conditionals Which of the following conditional sentences: a describe a usual state of affairs? 12 If you want a cheaper place to stay... I'll do it for you now . how would you control the extra influx of people? b The old Town Hall . b talk about the past? c make an offer? d make a recommendation? e make a polite request? describe situations wh ich are unlikely or impossible? 1 If you buy a travel pass. If you . beforehand. that the ferries run to schedule.. 2 To sum up. you'd be better off at the Dolphin Hotel...... You shouldn't get lost providing I provided (that) you take a map..

• expensive reasonable amaz ing } } } places to stay transpo rt building g uidebook useful good recomme nded restaurant meal out-of-this-world Speaking 2 11 There is a Portsmouth in New Hampshire.over 20. Then answer your partner's questions. Student B turn to page 114..m. USA.the latc.st aircraft carriers and miSSile-carrying dcstroyers .45p. 6.. STUDENT A You are a tourist information clerk in Portsmouth. now a world-famou s centre of maritime heritage T H E MARY ROSE HMS VICTORY Henry VIII'.lored and conscn 'cd Lord l\cl\on's tlag~hip at T raf:llgar. Work with a partner.m. and there is a Portsmouth in Hampshire. Li sten again and write down the intensifier which is used before each adjective.. Student A look at t he map and information below. He/S he is a tourist. l li05 T HE ROYA L NAVY M U S E UM tells the sto ry of the sailors who manned Ihese sh i p~ through the ccnluri e:.30p. Isle of Wight A PORTSMOUTH'S HISTORIC DOCKYARD Traditional home of the Royal Navy. Note the important pOints.hull ref.000 a rtifacts reeoyc rcd .. March to October. .Th~ Museum is open daily. July to August . England.. England. Hampsh ire. INTENSIFIER ADJ ECTIVE ' cheap popular convenient ~4eI("1> REFERS TO -. Read the information here and on page 87. etccpt Christmas Day Closing times: 5.Listening 010 Listen to a conversation recorded in a tourist office in Venice Venice and find the places that are mentioned on the map. Mary Ros<:: sank in 1545 and was mise<! in 1982 . Take turns to be tourist information clerks.

Recrearl·d as 18th C .. .u ..Iver emur).. Student B is a tourist information clerk in Portsmouth. New Hampsh ire.00 am . Closed 24 . USA. ro .. You have heard that you can see w hales off the New Hampshire coast. T ransporr· b fi P Ortsmouth bus station Ask t he tourist informat io n clerk if he /she can suggest things to do during the day and eve nin g in Portsmouth. Ask if this is right.m...October 10.·.4i) Things to Do B c Natural History Museum Wildlife dioramas and geo logy of th e Portsmouth area Full-size reconstruction of Iguanadon (our local dinosaur) Riverbank scene and audi o-v isual di splays From May to September see British and Europ~an butterfl ies fl yi ng free Opening times: April . You are Professor Pitruezzella from Bologna Univers ity in Italy. s... Ask if there are any good restaurants in Portsmouth.':.m._n _l 12 Change roles.March 10 ... ship-building village Tells rh e story of village life Nel son's ships built here River cruises Picnic areas and riverside walks ~.4. cau leu '\.30 p. 1· R D I'. c. Yo u and your colleagues have just attend ed a conference on pollution and the environment...:l'lItury vilJage on banks of B -..5.30 p.00 a.~~~~fi~" ~:.:"~r... or must you make do wi th hamburgers till yo u return home to Italy? 87 . lll. Nove mber .26 December E o ~U CKLER'S do/p' eA 18th l.s.

This is just what the Ch in ese-Amer ica n architect leah Ming Pei decided to do." I. With competiti on from so many other f{mn s of recreation. so that museums can offer bener service in more comfmtable surroundin gs. without a prior competition being held. Many believed that this hi storic site was already "saturated with architectural ~ty le s . He had been named to design the project. and he s uccee ded in persuading the a uthori ties to accept his transparent.. a When was the last time you visited a museum? b What did you see there? c How was it displayed? d Why do we keep things from the past in museums? e What is the role of a museum in society today? 2 Reading 2 Read the introduction from a guidebook to the Louvre and answer these questions. the architecture mu st be functional. created a storm of protest. mu seu ms must be in vitin g enough for people to want to spend the day there. in March 1983. At the same time. Pei.M. . Then listen to how the Neues museum intends to deal with tourists. without destroying the history of the place. reflecting prism. The challenge lay in turning what was basically a nineteenth-century museum into a modern mu seum equipped to handle the ever-growing number of people anx ious to see and learn ab out art. and answer these questions. He wa nted to create something ali ve and welcoming. so that works could be presented both more logically and with more breathing space. The first step towards creat ing the "Grand Louv re" was to create more exhibition space and to reorganise the collections. Pei is convi nced th at museums shou ld playa role in educating the public.Marketing the Past Guid ing to uri sts rou nd p laces of interest Preview Work in groups and discuss these questions. albeit of glass. a How does the museum intend to encourage the frequent visitor? b What wi ll the museum do for the groups on a thirty-minute tour? c How will th is help the individual vis itor? d According to the speaker what are the disadvantages of museums li ke the Louvre? Do you agree with the speaker's view of how a museum should be organised? Gfve your reaso ns. should be an aesthetic experience in themselves. According to a number of experts the most rational way to reorganise the mu se um wa s to use the area beneath the courtyard it se lf.ois Mitterand. mu seums should not on ly be a place to see art but. . HE DECISION TO tum the Louvre into the world's biggest museum was taken in the autumn of 198 1 by the French President Franc:. Even more important. wanted to turn this historic palace into a modern museum . thanks to their arch itectural quality . The architect's choi ce of a 71-foot high pyramid. who designed the striking East Wi ng at \Vashington's National Gallery. a What was the aim of the Grand Louvre project> b What was it that made people ve ry angry? c What is the pu rpose of a museum according to leah M ing Pei? _1iIiiii~ 3 03 Listening "1 Listen to an expert talking about the reconstruction of the Neues Museum in Berlin and answer these questions. T a What are the choices facing the architects? b How do the expert's views on the design of a museum compare w ith leah M in g Pei's? 04 Work with a partner and discuss how a museum can encourage visitors to keep coming back.

Tell them: • • w hy you like it. • • how it copes with large groups. how the museum attracts tourists. Work w ith a partner. ----------ribbon flat-topped necklace eyelids neck crown lips graceful flowered When you visit a muse um .~ Marketing the Past Speaking 1 5 Work in groups. Which sets would a guide describing Ancient Egyptian exhibits in the Neues Museum need? Which sets would a gUide in the National Gallery in london need? arch gateway coronet mosaic necklace shield fresco statue spire mural bronze cloak gold helmet copper chariot carving bracelet portico scu lpture frieze etching watercolour column facade gable spear pistol carriage cart Writing 1 Descriptions of artefacts 7 Use the words in the box to comp lete this short description of the bust of Nefertiti. Look al the taunless symmelricallace enhanced by make-up lastelully applied to brows. Put t hese words into logical sets. in you r own language and in English. b a Christi na of Denmark by Hans Holbein the younger (1538) Lord John and lord Renard Stuart by Anthony van Dyke (1638) M adame M oites Sier by Ingres (1856) 89 . Add three words to each set. 8 Write a short description of one of these paintings. or buy the guidebook. Give each set a title. Th en you can study the quality of the translations (they're not always good !) and also learn any new vocabulary. The bust 01 Nelertiti. Have you ever taken a party round a museum? Vocabulary 6 The guides at both the louvre and the Neues Museum need specialised vocabu lary to describe the artefacts. monument or art gallery it is a good idea to pick up leaflets. Describe your favourite museum or art gallery to your group. . how the archi tecture of the building is used to show off the exhibits.

Zeus and Al kyo neus in the pictures on the right.000 years ago. noble and free animals but that they also represented Ish tar. e f 9 h The frieze sym bolises two victories. Now we enter the Old Town Square. 10 Are these statements true or false? a Pergamon was the name of a man. b The monu men t was buil t 2. You will see another monument. pauses and pitch to draw our li steners' attention to w hat New information is announced by a change in the pitch of th e voice. ~ name is Teresa. The original decorations revealed much about the religious life of the city. If possible. It had originally been a tower of the town palace during the Middle Ages. the goddess of love. As the gods were believed actually to inhabit these statu es it was very important that whatever they saw should please them and so a great d ea l of effort was lavished on this processional avenue. . They showed that the avenue was decorated during the time of King Nebuchadnezzar II to mark the path of tile annual new year procession when statues of the gods were carried with great ceremony from a speci al banqueting house to tile main temple of the city. G06d morning. Lft me first welcome you to our tour of The Kralovska Cesta or Royal Mile.o Listening 2 9 listen to the guide describing artefacts in the Pergamon Museum. This was the route which was taken by the Kings and Queens of Bohemia on their way to coronations or to festivities in Prague. As you listen find Athena. We start here at the Powder Tower. w hich was founded in 1348. Speechwork Pausing and stress o 11 Why is the speaker in listening 2 easy to understand? li sten to another part of hi s tour and mark where he pauses.that was baked here in the Middle Ages. 0 12 In spoken En gli sh we use stress. the sky and of war. Then compare your voice patterns with those on the tape. A little furth er down we will pass two houses that are part of Charles University. we want them to know. It's the oldest university in Central Europe. M ark a short pause with I and a long pause with /1 . Ishtar was the patron goddess of the Babylonian army and the enormous ga teway that you are now approaching was named after her. look at the follow ing excerpt from a guided tour of Prague. Practise saying the excerpt aloud. In the centre you can see a memorial to Jan Huss. On your left is the old mint where Bohemian groschen and ducats were coined. the reformer. record yourself. e It has always been co nsid ered one of the wonders of the world. Now let's follow the path of the gods and walk up the processional avenue towards the great gate ahead of you. Let us now w alk through the archway and into Celetna street which is named after the bread . Mark your own pauses I and draw an arrow above th e words where the pitch rises .the ca lt . Remember as you go past these lions that they were not only admired as wild. It is so~ca"ed because it served as a gunpowder store in th e seve nteenth and eighteenth centuries. The w hole frieze is painted in bright colours. d Th e Gauls had come from Eu rope. ladies and gen tlemen. The giant attacks Athena with hi s serpe nt.

IICImedcli-u Err~eror Ch~rleygs IT] Ol ~ TC'r\ll Brid. decided to do. ("w hich was found in 1799" is extra information .49 Marketi ng the Past Language Focus Relative clauses Rel ative clauses are used to make two separate statements into one sentence. For example: This is what the Chinese architect. v'e"r\s cf R ~Il. w hose fathe r was Ki ng Ph ilip of Macedo nia. Practice Make sentences with these words .TI lc'g.te5~ Aphrodite was a Greek goddess who rep rese nted love and beauty. decided to do.. you know? 2 Relative clauses can be defining or non-defining. Alexander the Great/born 356 Be/father/King Ph ilip of Macedon ia Alexander t he Great.) a The Greek goddess w ho represented war was called Athena. !. O'dTa\II-ll Ha:V rn the ~ser ttJIIIn or-d PrDfue GCstie AD 141Cl' every hour Old T OWM Si:jucre Hirrt 91 . 1 0m on iG pillorskrw-ned ". record it and listen to yourself..rle5 6ridgtl 520. Beg in your g uided tour 'Good morning lad i es and gentlemen. This is what the Chinese architect. who had The Rosetta stone. Practise giving your tour and if possible." de. w ho was a Czech king and built t he famous Charles Bridge in Prague.) 3 Which of these is defining and which is non-defining? How do been named to design the project in March 1983.ve bes' @] SG'u ore of tile ~i~1m: ~f th ~ W4ter in town c.."" of ProsuelUned with JqnCi5S011U' end boroque fo~es ~ Th e Little Square! Renaissan~e founT!li~:. We're starting our t our of Prague today in the Old Town Square .". a Tower of London/ 11th centu ry/built by W illiam the Conqueror/ both prison and palace b Statue of Liberty/American Museum of Immigration in base/seen by all visito rs arrivi ng in New York by sea c Taj Mahalloutside Agra/built as a testim ony to love d . "That " is not possib le in a nondefining relative cl ause. lea h M ing Peh. was born in 356 Be. lea h Ming Peh." circa 13BQIG~llc m1in rr. enabled Champollion to decipher the hieroglyp hics. which was found in 1799. For exam ple: Aph rod ite/G reek goddess/represen ted love and beauty Ch/.uroi$l1)uilt rnfm p:l1cr of Chllries .cataco mbs/early Chri stians buried/a maze of underground passages e Assyrian King Nebuchadnezzar/ built the Hangin g Gardens of Babylon/o ne of the Seven Wonders of the Ancient World Mozart/father a violinist at Archbishop of Salzbu rg' s court/learnt to play t he piano/ t hree years old 2 Work with a partner and use the notes to w rite a tour of Prague.. ( " w hich/that were bui lt up until t he Third Dynasty " identifies and defines a particular kind of pyramid....' T".'t!1 30 stat\lt'!/Flcct \'tI buy so~\'t' ni rs ... b King Charles IV . not sto ne. must have been a good military command er. The pyramids which / that were built up until the Third Dynasty were made of mud and brick.it does not define the Rose tta sto ne. leah Ming Pei had been named to design the project in March 1983. You will have to add extra words.

lidtls .. lhc cool (jfress iWel/tllS. . Italy.Dpt~ Lllnch al a $mll[riJlkfliJ Afternoon in {he fTldJ-niflCtlll luwlJSana In !he htf6 £} . You have the poster below on your wall.Relllm 6. P(farl 8 a17.. Your boss has left this message on your desk.Joulllilll/s.arJens b/1/11 In ISf1 Pmo l'OTto !1aml iJllhf cascades alit/.DDd) ltre See VtJ:i alluq/lOn!_. Use it as an example to design and write a similar poster.')0..{(s kldlt f<Jflorilf'lic VtfWS 11.Writing 2 13 You work as the local representative for Skyways Holidays in Sorrento. F.h lhr ybillc H.. IB . JOIn us 011 A do} lflr ~ Ttl/oti and lkj"rJells1Vtlla JE$/e Scenic dmt Uro.clax In.

CochedrnL...1556 '1 .IaI\Ce neoc.d"'j of prbvinc.th side of sear re..historicaL armou"d / 30.- Church cOfTIrnemoro \..er€..rc l..i3/ qoi+lic./ two 5p're..nd wea. CXXl sl-udOl'\ts o !tend -n. R I'3r·.rrou.:---..i("CQSe. I$zg and t>""'/t IIf.t. Read your information..!:: ~ l'\"".""age ofOorLod!j of COMForta l". r RS $no"" n as tl.5 .lIII!!!:. 000+ harnesses a..f.cat7>ed rnl ln the Go fi-loe >t:l /e/ Jl'-. i "'3 of God on Sov..t..o....".o. 93 .delled ~ DOMenl'co dell 'Allio In 113 57/ Renaissance atta.L\I:.on of """''' ~ i Mrre~iue.n hn ll ~.::led . Or choose a museum you would like to visit and give a talk on one of its exhibits. b::J t he T ..:luro 1L.t'l:Je 51.. Plan your route.nzens Un:ve('$i~~_ -Fouflded IS'i!5 CIS Jesu": College/ ret>""l.isso.'KQI to"..-.\jS a ~I I.da~ 2 The C lock Tower- '/"" I dott1s f.. Prepare your talk. ko. s: Toe To".li It: bee"""".hife of.. oz.s ~~ 10... GROUP A You work as tour guides at the conference centre in Graz.You have been asked to plan a two-hour walk round Graz.~~~rAf b\.'cent a.rca.pons ~ 1 61»+ n"' C""b~ ""o9 n.des cowl::yord s.n Ha /I l~ q3 /"'pIQc~ RenaiS. Give your talk to someone in Group B.~ Marketing the Past Speaking 2 14 Work in two groups..-R. Resionul A"""a L . Cit~ f. Group B turn to page 115. Londhous-presO<\t .3/ two side pie ceS now in fh r is lI.-/ d"stinac. Deathj tne locust.o.".de 1114.jaL ".99 the I~ .. sfy 1 ejdovJ>le spi('t)l Sro... iii Church p' L9riMS I presen toc nu.rK !bunCo inSdeskJned and caSt f> r Vienna Worl d -Fa irl n 1 %.nded b j Follow-up 15 Collect information about your local area and design a guided tour for a group offoreign students visiting your town.the s<:oWSe 5 6. Austria. .worlds Ia.\Qs~.I[!I~" pa lace pic...s .rL.cascle-b..nce s c':j ' ''' l~gO j 2... ""... Group A look at the text below.e invaS Ion of- the Blo.a th_-ba.

m.how else would business On th e ve ry compet iti ve tran satl anti c rou tes. Some carriers are known for their s tring e nt approach to upgrading. There is cabins up front are full of bona fide full -fare pay ing lravellers. il is a different story. no more powerful ince nti ve for a business traveller tl. Both US and British carriers .Business Preview Work with a partner and discuss these questions. upgrades to bus iness class flights are more status sy mbols than of real practical benefit on short-h op European fli g ht s. Most Far Eastern carriers. Concorde fl ight from London to New York? Why should a business trave ll er try to si t next to noisy chi ldren? Promotion to the rank of Flyer First Class HOW EASY is it to get an airl ine upgrade? Obviously it is happening all the time .an upgrade to Concorde. You may fee l it is more comfortable to travel in . paid the fare. i. however. Dress smartly . are loath to upgrades are sought for the comfort th ey pro vide. But while tran ~ atlanti c But when the cheapest economy ticket price on the transat lantic route is between nine and te n times cheaper th a n for a business c lass ti c ket .the single most important rule. a What is it that airli nes cannot " have both ways"? b How easy is it to get an upgrade? c Why w ill it " count as no~ght " if a t raveller is weari ng jeans an d a T-shirt? d How can a busi ness travel agen t help? e How could a bu siness person try to get on the 7 p.an the lure of an upgrade up the aircraft or the Holy Grail . if not exactly comfortable. UK tra vel agents suggest this is due to the importance of status in the Far East and the granting of it to those who have earned it. a How are business travellers di fferent from other travellers? b How can an ai rline cater for their special needs? Travel Describing a nd promoting business a nd conference ven ues Reading 2 Read this article from the business travel section of a British news paper and answer these questions.are keen to w in busine ~s. many executives have no o ption but to fly economy and hope for an upgrade. . So w hat strategy should the savvy business traveller adopt? A seven-point programme co uld be: 1. sovereign of the skies.e.and certain European ones . and sometimes first class cabins be full so often? Airlines ca nnot ha ve it both ways: they cannot bemoan the ir low yields and losses yet claim that the albeit not at any price. such as Singapore and Malaysian Airlines. upgrade unless there is no other option. BA knows full we ll the drawing power of Concorde and does upgrade certain executives when appropriate to this speedy. but at a cost wh ich might encourage you to tl y with them again.

in time in the to its silver and gold Executive Club members. 4. while people are still being seated. Unfortunately for women. ask a flight attendant if you can speak to the senior steward or purser. a smart suit or dress is required. thou gh you may ha ve to fly Air India or Iceland Air.m. US carriers. If you priority to their clients when space is available. These cards are onl y ga ined if you are a frequent fl yer anyway and so SA reco g ni ses yo u de se rv e any upgrades going. Student A works as a check-in clerk for an international airline. (from THE SUNDA Y TIl\'fES ) 3 Work with a partner and discuss this question. 5. It is worth checking with yo ur business trave l agent to see if any similar deals are in the check-in desk brimming with conlidence will often give the aura that they s hould be upgraded. should g ive yo u a bett e r cha nce. Concorde fl ight. 3. With or without the help of a are smartly dressed and look li ke an obvious business traveller then many flight staff will be sympathetic and move you up. Shop around . try A ir France Concorde instead: the fare is equivalent to SA 's fIrst simple st and most painless way to get an upgrade. 2. join a scheme that is most likel y to hope that full economy or business class cabins might get them either into business (with someone else bumped up to fi rst) or into first class itself. Those executives arrivin g at the hike you up the cubi ns. Join a frequent-fl yer programme. Student B is an econom y class passenger. the savvy traveller knows that all is not lost. Check in late. Once you are on the plane w ith your upgrade it does not matter what you wea r. if you are sitting in spec iali st business travel agent . Not always though . th e n they arc usually wi llin g to g ive still . th e n clients wo uld always book the cheapest flights. a portable computer and look busy. there may be dea ls economy. Be confide nt. 6. Role play this situation. 95 . If upgrades rather than free fli ghts are important to you. Use a business tra ve l agent. It helps sometimes to be seated next to noisy children in economy.3 0 p. better offing. Gi ve n the vo lume of business that the multiple travel agenc ies place w ith the airlines. But w hatever else you may have going for you at the check. Experienced users of this system arrive just wi thin the all owed check. saddled w ith many millions of unclaimed mileage points. Some ve ry experienced and determined upgraders try this w ith BA 's 6. For women.m. moreo ver. this is more of a sex ist male ploy to predominantly female check-in staff. although you have to fly to Paris (!light included) to catch the supersonic jet. daily flight to New York from Heathrow Terminal 4 on the possibility that they may get onto the 7 p.in it wi ll count as nought jf you are wearing j eans and a T. For men thi s means weari ng at least a jacket and tie at the check-in . If your company will pay for first class travel but nor the supp lement for Concorde. Student B would like an upgrade to business class . 7. Airline Ticket Network (0800 727747) can often find business class !lights at the same price as you would pay economy on another airline. BA always g ives fi rst upgrade priority class price. Even if you fail to be upgraded at the check-in. What advice can you now give to a bus iness traveller who wishes to fly in comfort without having to pay for it? Speaking 1 4 Work with a partner. Then.shir t. sinc e if an upgrade was always a utomat ic.e Business Travel trainers ~md tracks uit ~ and it is. Get out some work or. This is the that offer effective upgrades. are happy to let yo u use some of them on an upgrade. Keep trying. Booking through a big agency. Earlier this year Wagonlit'i Travel ran a special promotion with United Airlines which meant that all United fli ghts booked through the travel a genc y were automatica ll y upgraded.

exhibition gUide flight registered sovereign receipt debt vehicle buoyant subtle half foreign 5 Some words are pronounced in different ways even though they are spell the same. b All refuse must be put in the bins. 0 6 How are these words pronounced? su it desert price island career lose suite dessert prize Iceland carrier loose Ireland 0 Read the words aloud. year they have so ld a record number of package holidays to the Seychelles.)ntl: I o How are these words pronounced? Say them aloud. Then I islen and check. Where is the stress in the words in italics? How would you say them? 1 a He was presented with a gold watch when he retired from the company . Mr Riley_ b Our company does not like us to associate with employees from rival operators in the resort. b The transfer from the airport to the hotel w ill take fifty minutes. look at these pairs of sentences. 5 a The bank agreed to transfer f1. b The highest temperature was recorded yesterday in London. Then practise saying the sentences. For example: g arantee I 9""I'.Speech work Sound and spelling 4 Some words have silent letters -letters which are not pronounced. b He thanked the company for the 2 a This present. listen and check your pronunciation. 4 a Immigration officers refuse adm ission to anyone travelling w ithout a passport. 3 a Please allow me to introduce my business associate. . Then listen and check.4m from the tour operators' New York account to their bank in Switzerland.

They'll refuse all planning permission. D D D D D D D D h In all probability.Gi) Business Travel Language Focus Possibility and certainty There are many ways of indicating how sure we fee l about an event. D D D Practice For each of the sentences below. He can't have got there by now. b I hard ly think she' ll want to hang around for a stand -by f light.15 train . e It's just possible that we' ll make a profit next year.15 train. He could have got t here by now. write two sentences wh ich keep the original meaning. share prices wi ll continue to rise. We should be able to catch the 10. There's a distinct possibility that the air traffic controllers' dispute w ill be settled soon. DOUBT LI KE LIH OOD c I'm sure they've left by now otherwise t hey'd have answered t he phone. How certain do you think these statements are? Give each sentence a % score. i j There 's a slight chance that the project will attract more foreign investment. The first one has been done fo r you. k There's little likelihood of t heir allowing us to hire extra coaches. a He'll have got there by now. M UST BOUND d It's impossible for them to have arrived . a In all probability we' ll be able to catch the 10... CHANCES •SHO ULD The chances are we'll be able to catch the 10. b There's no way they'll agree to build a new airport so near to the city. The first one has been done for you.3. POSSIBILITY JU ST 97 . 2 We also use phrases to express degrees of probability and certainty. He should have got there by now. 9 The chances are that yo u' ll be able to get a bette r seat provided that you're smartly dressed. It's a safe bet that they'll t ry to force us o ut of the market. impossible. § d In all likelihood. 1 a possibility 2 a certainty He might have got there by now.they only left an hour ago and it takes at least two hours.15 train . you' ll get an upgrade if you book through a business travel agent. we use modals to make predictions of varying degrees of certainty. Most of these sentences contain will but the degree of certainty is determined by the words printed in italics .. we may well be able to charter an ai rcraft for an early morning flight. For examp le. if there's no t raffic! CAN'T WAY e If we' re lucky. a The results of the enquiry are a foregone cone/us ion . 0 % . Th ey're bound to increase their prices next year to allow for infl ation at the very least. 100% = certain. Use th e words in capitals in each sentence. b c d e He must have got there by now. Read these sentences and match them with the descriptions 1 . c I doubt very much whether the company w ill pay the supplement for Concorde. 3 an expectation 9 He won't have got there by now.

The Manor relies far mo re on direct sales prospecting than on printed advertising . e The age ncy always takes the dient to visit the hotel. flip chart pc plug podium pO inter remote co ntrol screen LAN lectern marker pens slide projector socket OHP . d Making company contacts is a comp licated process. a The Manor uses the services of over 500 conference agenc ies. 9 The sales staff are authorised to negotiate conference rates. Vocabulary 8 look at this meeting room in The Manor Hotel. h The local Shakespeare festival is popu lar with delegates. e Corporate clients tend to make rapid decisions on their choice of confe rence ven ue. Match the words in the box with the objects in the room.07 Listening You will hear Agnes Johnson talking about how they promote The Manor Hotel as a business venue and conference centre. Decide jf these statements are true or false. b The stand ard rate of com mission is 8 per cent.

. lunch._ _ _. y received thiS memo from a member of the G h In groups and bramstorm you . Jinner. u require a ecture theatre for fifty people Ring Th M Hotel and find out w hat t hey have to offer. the mornin g.. t en write your response to MEMO FROM: TO: DATE: RE: Graham Whittaker Marketing Dept._ . conference equipment and room hi re . lunch. r leas.d h ra am Whittaker's request... conference equipmenr... teas. special events and attractions state why our area is th e ideal place for them to come. pay agency com mi ssion our Writing 10 You. . ow. . Would you please: include information about the kind of facilities we are able to provide outline a package we can market include itinerary. 11 October Circular letter promoting business travel As you know. and th is wi ll be follow ed bIect neal eng'Ineermg y yo ur annual general meeting in the afte rn Yo . Work' . Senior Management Team. cordials. STUDENT A YO~ work f~r A lbatross En gi neering pic and have been aske to fin d a sUitable local venue for a full-da ' d I Y sem in ar. I would be grateful if you would draft a convincing letter which can be mailed to the managing directors and business travel managers of organisations likely to be interested in offering travel as a means of motivating and rewarding their staff.4» Business Travel Speaking 2 9 Work with a partner. deluxe e . e giVing a ect ure on new techniques . . cordials. I oon.. last year saw increased competition from within the trade and we feel that the time is ripe to look at some fresh ideas in an attempt to capture a larger market share than we have so far been able to do. room hire. afternoon tca. .. 99 . Professor Markowitz w ill b .minimum 25 peopl e 24-hour residentiaJ rate: £169 inclusive of mid-morning coffee. . On th e Tight you have information on day and 24-h conference rates.. Student A look at the text bel Student B tum to page 115. In ..·n D ay delegate rate: £57 includes coffee. work for an international hotel and have recent! . e In pricin g. e anor ""'.. _bedroom and country house breakfast 2 ~ou wo r~ for Th e Manor Hotel in the ven ues department Y:~krece've a phone call from Tangerine Computers of N~W . You will not need to so you can be flexibl' .

. surroundings table d'hOtrfrom £10.S == 5"/ . Friday.THE ARCADE -fh . Factot)... New Crescent WoJ"ftt THE EMPORIUM / R cntrwnd Ih( ~. "*.nice place. eXna ' 0 com. a thriving cosmopolitan city on the shores of Lake Aurora. Approximately how much commission w ill you rece ive if thirty people go on most of your excursions? 3 Compare your itinerary and your commiss ion leve ls w ith other tour operato r represen tatives .tian 54.. COM . traditional cuisine from £20 a head +ake 1..rn/SS lon -to ME (' . You we re appointed last night when the local rep suddenly reSigned to go and w ork for a rival operator.10192 8347459 HAMBURGER PALACE Amrrican nflpllrtlnf apm 11. The previous reps left yo u a tourist guide in the hotel w hich they have annotated w ith their comments.50 Best harnoor"ger"G eo. good selac. The Gl asshouse C entre "\ Restaurants !JO In CJCCasianatty -c9iver"ep?pocI.10. The E splanade tel : 876 439 8876 mod /" beAt. N O COtvlYJ1 l5Sron There also are many soU\'enir shop~ -Fr-iendly. Circus Road . STUDENT B: You are the new Tour Representative in Lakesburgh. gd. wil-h locals THE BLUE VISTAS /iveboud pri't'lltr roolllfor parliu 42.00 per IJ/!hd 19. d lScoul'tr on 28. M ount H adrian t9. The main sho pping centre is in the Glasshouse Centre. THE LEMON TREE guiridon s(r'fJiu it la carte p om £. m. 100 . since yo ur pay is not very good . ~ fh~ marked -*THE CERAMIC GROTTO = IS '}'o ~. yo u must both find out w hat there is to do.nners ~ tel: 128 394 8576 ~ 15"".II/your po/lery and g/(. Bef ore 6 p.. You have just arrived in the resort. twoand three. Your first plane-load of package tourists arrives this evening at 6 p. ch". Your teacher will tell you which Shopping The :Irea is known for its loc~l blue crystal and distinctive ceramics.night stays.ooo.. prices and discounts for your clients.ISl ~ . find stores of international renown.Scenario 3 Organising Excursions O rganising an excursion p rogramme Work with a partner. hefpFu f ow~s one..pricey fOf" gueG-rs 2. Gptn daily 10-5.ltrh your gifts . for (.a ren beHer school d. a pedestrianised area where you can __ g("e?tt" ~ .er-!! V pop.m. mr al/d 'l. 73 .-12 a.'orld fi'lXr fo pottny atld g/ass'Wlire. GiftsJot·al/ fh( fiumly. a thriving cosmopolitan city on the shores of Lake A urora.art. Today is the first day of th e holiday season .. The E splanade td: 129 4857694 Se[ meal: { 12.. sMp VOUCHER. You both work as resort representatives for the same tour operator. Yo u w ill need to know times.ttiM9 lAp 20. O ld T own Square ::::--------.m.00 per hrad 98.f/in into shape. "*' Your company specialises in short city-break holid ays. 2 You would lik e to be able to repeat this itin erary weekly throughout t he seaso n.. Th ey w ill be stayin g from tonight. local time. ______ pricey !!fCRYSTAL'S GLASS FACTORY Guided tours NB: eo"ect vauchet'5 + Fret ntlranu ?f IVE m all 9uesfs.... STUDENT A: Yo u are th e new resident Resort Representative in Lakesburgh .' ~~ 5~ In: get" .Ct"/0 Com. par"+y (::::t week. 5~o Corn. The brochure promises a full optional excursion programme with evening activities... a few hours ahead of the tourists.Cl. and around the Old Tow n Square. to Monday mornin g on half board. This is the first time yo u have been there.m. 10. Look at the gUide togeth er and design the itinerary. Thi s is yo ur first job. The E spla nade price.pr"esem-s THE ARPEGGIO traditional cuisine in pl<asant . You w ill be interested in any commission yo u can get for yo urselves .

lu DISCOVERY CHlLDREN'S MUSEUM duiglleJfor hands-on. .9 d v. -. The Esplanade Theatre.eJy 10% Com. £15.must- £20 per person accom pan y THE GOLDEN WHEEL CAS I NO hiacl. Organising Excursions Bars THE CAPTA IN'S T AB LE o Th F . ".greaf fi:rr.. pop.m. tie uplional .m. gd. uniqm: displap lhal 'Will ""0 COrn. Aurora Boulevard + tree eafs f dr-inks THE N EW YORKER ~ epm ThursdarSulIdoy inc/. ' . ~. ( THE SIL VER SWOR D CASINO open 12 p. no com . e .... MUSEUM OFNATURAL HI STORY ~ S'ro iF'wck Tours d~part ewry ro. r~plic(li.) .' • . on reservations hladclie £30 <l 01Jt'T.e 10 end of 12. beaufiful Views GO VERNOR'S PALACE _ A harDiJIIl' maJt"pi~u housing 18th II) 19th unlury watercololln £750 sfut:'f'y ! gd .04. The Old Town Square .00 per person Iiv. .24- THE THREE FISHERMEN 8. WORLD OF RECORDS MUS EUM Su IIx amazing vidl'os. lctty Point T et 876 92J 2387 an evenin9 PALACE TH EATRE m/:. .e: £2.-3 a. to 4.1I ( easy on Feet 6%eom ." Com. l! mlnlain lIN who/~familyfor helln.gd. r _.m..m. no Corn. \ coupl e .m. 5"0 COtyl.00 +u.. peace and qUIet \ 101 . Lakesburgh St.00 a.l""-e 10 9Dod dea Is IYom -lime -to -lime -J! " . ~ -' . lift-siud ' . si"okes £5 ours gps of :10" Walking tours of old town: __ sfurdy visit this picturesque quarter with medieval houses and cobbled streets.. rriehdly .00 53. on 2 p . pop. .nll'radive.50 per person.V upmarket8 p. 'T' ... ge-t In Sightseeing IMPERIAL PALA CE AUTO COLLECTION JPwal tnta~sl ar: n duploy at £5.m. 50/ 0 c:liscolAf1t on £7. +he price of 1 5eo.. Ballet THEATRE PRESIDENT darriml plap Box office: 839457834867 -IV.m. pal'"fully ~xhibilS.~Q1/d wheYe did they find +hem I .fs £ 10.00 435.V1eed +0 book flU! learning aboull/x orIs. f zo boring! -Taur-ists love if 2 TERRY AND JUNE'S CAFF 39. . plac.1 d 15% com . ) / . ___ .~. 9al'"dens/grea-t views 15% ccm.W hoUri from 10. £ 10.. _ of scnOO( Dar~es uiel1us and hUll/ani/in. . The Mall NATIO NA L ART MUSEUM H Ollw Ihru gall~rin. l~O / .Scenario 3.00 } (l/m uy /hr'Jugh Ilm~ fro m 25% Cowl. cam.nin .50 gps of 15 + 79.. (hanging .2CX:Qntiq.-2 a.(12 £1 £3ppon 9ps of 25 + ppon gps lo'}'. L---i open nightly 9 p. 0 sh I DeS. Wa"<ltl "9 "ole I L' L / HADRIAN'S CASTLE JOlltt lllmierolightly all seats .00 p.£3. fu/A" o"ly Take -'- dinosaur age 10 praml-day wildlift £8. IYea be. " T 911'"/. e ~ bad-rempe..00 V.t"ed landlordTHE JOLLY ROGER hafes -!mArisfs 784. .50 per person Hourly boat trips on la/:..sp .-4 a. +eahouse . "-. r~S/'Jrl'd bisloric open J/ructuru and ghosl lO'Wnl 20% COm. 15% . £10.-3 '.i ~"~"1' -~.lIntion - 10% Com._ Snaps an cares d Ol'1 r .! £ 6. monthly wilh Irxol and nalio1lal!!!!!!!!:>..on ly Wor-th every peYlrlY! Optm nightly WHISKY GALORE _ _ no male gps 10 p..m.Soma.V. tbissp~((ac/llaralitomohj{~((.= . .m.yee £25 chips if take..m. Concerts. HERITAGE MUSEUM" County history nlUJl'um with new.'m . '" I.1 .n.who? £5..jordf!lails Night Clubs.-". -r. Casinos and Discos THE COTTON C LUB~0(eatl! ~ Tel: 876 94987 982 '2''''1 ' .. Y \!. Inl-eres-h~ .

Groupwork / Pairwork B Texts

o Types of Holiday
16

Writing

(p"gc II)

You work for a travel agency which belongs to a group called Europa Tours. You have received a letter from a potential customer. This extract from your catalogue shows the kinds of things you have to offer. Write a suitable personalised reply and send it back. If necessary. refer to the Writing tips

on page 11.

GRAND COACH TOUR OF FRANCE
Duration De parture day

12 days
Monday Friday

EiffeL TO"ller

if) 1>o..r'is

Ret urn

Mar. 27 Apr. 3, 10, 17,24
May 1, 8,1 5,22, 29

$270 S280 $290 $300 $300 $300

Jun e 5, 12, 19 , 26 July 3, 10 , 17,24 , 31 Aug. 7 ,14, 21,28
Pri ce includes 11 nights
accomm odatio n in twin

r 0 0111 S

with en -suite facilitie s, 11

continental breakfas ts and 6
dinner s. S 5 single .'iupplcmc nt

per night. No chjld discounts.
l<lUring : by modern airconditioned cruise-line r coach .

No overnight travel.

ChQ:teQU at;
C(ll"ca~50W\f\e

l'e r tu./Yl emo.R;"3 at

Grasse

102

Groupwork/ Pairwork B Texts

f) A Career in Tourism
Reading
6 STUDENT B Tell your partner what recommendation s "The Write Way

(page 13)

Speaking 2
17 STUDENT B

ipagc l 7J

to Find a Job" makes about:
• • personal information and experience. layout, language and style.

Work in a group. You are recruiting employees for one of the posts described on page 15 (your teacher will tell you which one). Write a short profile of what you expect a good applicant to be and prepare a list of questions to ask the candidates you have short-listed. Make notes under these head ings:

Which of the fifteen pOints (a-o) in exercise 5 (page 13) are mentioned in the article?

The Write Way to Find a Job
ANSWERI NG advertisements is o ne way of findin g a

APPEARANCE QUALIFICATIONS LANGUAGES TRAVEL ADAF'TABILITY PERSONALITY SALARY EXPECTATIONS

j ob. But th e re is a bi g gap be twee n the number of vacancies filled and those advert ised. So writing on spec. to employers can often be a good idea. The object is to get the employer to see you - no more, because the best you can hope for frolll such an approach is an interv iew. Asking straight out for a job is fam1 because it in vite s a yes or no response. As no onc will offer a post to an unknown quantity the answer will always be negative. There arc a number of golden rul es:
Try to research the name (speJt cOlTcctly!) of a spec ific

18 Now work with the others in your group a nd interview "ndidates from Group A for the job. When you have seen all the candidates make your final selection.

person

[0

write to.

Put yourse lf in the employer's shoes. Thi nk of wha t you have to offer. T ry to keep you r CV bri ef - one page is eno ugh ; perfect prose isn't cxpected - note fonn is acceptable. Gear your CV to the job and organisation. No two CYs should be exactl y alike. If you' ve been in work. explain your dmi es and how • your work has evolved. Demonstrate on paper that yo u are a potential asset. Lisl yo ur ou ts ide interests and skill s. Don' t forget your language abilities. Participation in sports can show your capacity for team work.

G Responsible Tourism
Speaking
A1
G. Jones
Leader of the local protest movement Views on the proposed tourist development:

(page 55)

• • • •

tourism creates mai nly temporary , seaso na l employment the few permanent jobs unlik ely to go to locals community w ill not benefit overall will create land speculation, ca usin g house pri ces to rise and forCi ng more youn g people to leave the area
Suggestion:

If your cover ing letter is in Engli sh it should be
checked by a native speaker. You should state at the begi nning why you are w ri ting and then try
[0

• Develop the a rea into a high -tech busin ess park
Advantages:

keep the • • • • •

reader interes ted. You mu st establi sh that yo u would li ke an interview. Edit ruthlessly. Go over your lener as many times as necessary. Search out and get rid of all unnecessary words and sentences. (adapted from an article by Geoffey Golzen in THE T[\IES )

permits the area to be levelled and landscaped area wou ld blend in with t he surrounding cou ntrysid e creates wealth in the a rea creates a permanent and stable wo rkfo rce in the reg ion avo ids the inevitable congesti o n a nd disruption caused by excessive tourism • sustains local culture a nd language

103

. , Trends in Tourism
Speaking 2
16 TEAM 8 Look at the map and read the lact fil e. Oiscuss tourism in Egypt. Deci de what you will tell Team A.

(page 23)

Make notes and plan your talk.
When you are ready, give your talk.

EGYPT
Luxor -

Egypt fact I i Ie History to urist attraction since " th e dawn 01 time" 1798: Napoleon's Egyptian cam paign -----..- new interest in Egyptian culture 1869: 1 5t Thomas Cook tour Recent developments 1963/4: Ministry ofTourism se t up The present situation

visitors: 43% """- Arab world
57% ......-Europe & N. A merica

1960s: > 1m tou rists / yr.
gradual increase in no. of carriers and hotels ---.- 3.6m arrivals in 1992

avo stay: 8 1/2-91/2 days
attractions: classical tour (Pyramids,

Nov. 1869: open ing of Suez Can al ; 2nd Cook tou r
1950s: tour o perators and hoteli ers in place

1992-94: adverse publicity ~ fall in arrivals

Lu xo r and Aswan) Nile cruises package charters (Hurghada on t he Red Sea)

o Responsible Tourism
15

Speaking

(page 55)

83 M. Jones Owner of small gift shop and resta urant
Views on the proposed tourist development:
• • • • we lcome influ x of tourists valuable bu si ness opportunity unemployment in the area: 10.1 % (recently son had to leave hom e to live and wo rk in Lon don) Greens are in a small minori ty - should not be allowed to influence such an important decision

• w ildlife has never been in danger • derelict min e an eyesore

4

COUNTRY Au stria CAPITAL Buenos Aires L ANGUAGE Spani sh CURRENCY Schi lling POrlug uese Real The Czech Republic Prague Cairo Greece Athens Budapest Italy Pound Hungarian Lira Tokyo Nairobi Jap.iftel T ower The Nari(Jnal Gallery 3.. Romansh Arabi c.. Listen to your partner talking about the value of tourism to the UK and comp lete the pie chart below.6 59 MIl.LlON RAN K 1 2 ThC"LouwC" 4 .Sm 5 6 105 .mese Shilli ng Ringgit Malaysia Spain Bern Spani sh Swiss German. Italian.GroupworklPairwork B Texts e Where People Go Speaking 1 (page 271 GROUP B Discuss what should go in the gaps in t he g rid . French. Then work with a partner from Group A to check your answers.U E O F TOU R 1SM T o THE UK T O T AL 1'0. OF VlSlTORS £ 26 . Then present the figures in the pie chart on page 106 t o your partner. THE M O ST V ISITED M O NUMEN T S AND MUS F. Fre nch A nkara Dinar Turkish Karbovanet The Ukraine Speaking 2 (page29) STUDENT B 14 Ask your partner for the in formation which is missing from the table and answer his/ her questions.6m 2.0m 3 4 T he F. EU (NUMB E RS PER YEAR) PLACE V Al. UMS I N THE .

Your address is 6 Leybourne Cresce nt..000 people to th e sumrmt. Avon.more peop le coming into the area jf th ere is nothin g for the extra number of tourists to do.3de ():~ KliOG :\p snt'ct. Uanberis is dead area losin g valuabl e hum an resources (exodus of We lsh speak ing people to the big cities) improvements to the main roads from England int o North Wales .!!!'!!!!!!!!!!1!!!!!.564111 - o Travel Agents Preview 2 STUDENT B (page 30) Tell your partner your name. and has to turn many away during the winter..r IJnd ':> Speaking 2 8 STUDENT B (page 3 1) Your name is Penelope McBain.520m • • • • £1. which runs from the village. Hamilton Leisure/and's vice-chairman Views on the area: • • • Service'S the Ll anberis area: tourism potential work in shops and cafes is seasonal in summer the Snowdon mountain railway.00801 MILLIO N B1 M ... takes over 150.000 permanent full-time jobs for local Welsh speaking population create controlled entertainment for the day trippers save the National Park from damage f497m Tran'[ with in UK Accommodatio n £6. Telephone Skyways Holidays for information about holidays to Puffin Island.)1:)0 . You require brochures and prices on holidays to Puffin Island. Ask to speak to the sales department. leave a contact number.. they w ill wander round th e National Park ..TOU RIS T S PE NDINC B REAKDOWN DOMESTIC AND O VERS EAS TOURIST S TOTAL o Responsible Tourism 15 Speaking (pJge 55) £18.lau rit!. BS249EA. causing unnecessary damage LeisureLand w ill : establish a year. The N(: lht'. If no one is available. address and phone number (on the business card).. 2 You will reci eve a telephone call from Skyways Holidays.t. Ul Jamien Jansen '!.)" ~ I7~ H~ ' _.553 Enicnaillll". and write down your partner's name. address and phone number.. Tel: (:\1) .n t £1.!!""'!!!!!!!II!!!!!!!_~ 106 . Bristol.round tourist attraction create 300-500 temporary constru ction jobs create 1...

Typical Sicilian cuisine. All rooms are decorated in Mediterranean style and have private bathrooms. The hotel is situated in a quiet bay 20 mins from the centre. Departures: June 16 July 14 Cefalu: situated on the northern coast. Insurance £ 19. 1 hr from Palermo.Groupwork/Pairwork B Texts Speaking 4 20 STUDENT B (page .lSi You will receive a phone call from a client interested in a tour of Cefalu in Sicily. enclosing the tickets and the details of the holiday in Cefalu. tran sfers and accommodation at the ** *Kalura Hotel (half board). You want to go on a holiday called "Venice and the Verona Opera" in June or July. Activities include creative writing. Charge the full amount of the holiday to his/her credit card. trips to Palermo and Agrigento and a country lunch including wine and a picnic with a walk up Cefalu Rock. 107 . Reply to his/her enquiries and take down their details. WILKES computer consultant Venice & the Verona Opera Dates? Things to see and do? Accom modation? Cost? Insurance? 2 Kingston Avenue Manchester M208SB redit Card 6289 0150 6885 ~ 372 Expiry date : Tel: 0161 434 3591 Writing 2 21 STUDENT B J. Figuereido. photography. painting. A Norman cathedral in the town square contains some of the finest mosaics in Italy. There is also a sandy beach near the town centre. a Sicilian folk night."'S) 06 /20 06 Write a letter of confirmation to M. Programme: Included in the price are scheduled Alitalia flights from London LHR. You have two weeks' holiday. Ring up to make a booking and check the details. J. The town sits under the Rock of Cefalil on which the Temple of Diana was built. W I ~ ES il"!. All Sicily's classical and medieval sites are within dri vi ng distance. £ 180 for a second week. Picturesque Arab-Norman town dating from 5th century Be. Price: £579 for 1 week.

Read the brochure extracts about Steamboat. Were 3 Discuss and answer these questions: a W hich are the m ost popu lar weeks? b What t ype of cl ien t is attracted to this type of holiday? Activity 2 Now wo rk w ith someone from Group A. Work w ith a partner from your group. • • • • a good hotel. w ill you want to recommend this Goan hotel and the resort? Di sc uss your recommendation s with yo ur colleagues. One of their staff has asked you to research a w inter-sun holid ay in Goa for herse lf and some col leagues. Colorado. . W hat w ill you tell your cli ent? Activity 5 W rite to your client to give your opinion of the hotel and the resort in Goa. litter local infrastructure could not cope with • too great a burden on local hospitals and the police Views on the proposed tourist development: • people com e for natural beauty and Suggestion: if people want the sort of tourist attraction being proposed they should the coachloads from Manchest er and liverpool tranquillity go to the seaside Scenario 1 Advising a Client GROUP B (pagc3 6) Activity 1 You are trainee tour operato r sales staff f or Dream Holid ays You have recentl y heard about a hotel there but yo u cannot remember the nam e. Ring up yo ur partner who works for Paradise Holid ays pic Inc. You are a t ravel consu ltant wo rkin g for a large bank. Work with other people from Group B. Tod ay you are attending a training session. on page 109 and follow the in structions below. worki ng as a travel consultant. Use yo ur notes from Acti vity 1 to answe r t he caller' s enqui ries.e Responsible Tourism 15 Speaking A2 (p. It was so meth in g like " Ed en" . an American tour operator. 108 . Activity 4 Change back to you r role for Activity 2. You have now gone back to your consu ltancy offices. Hall Chair of Snowdonia National Park Society • • area would be spoilt by: heavily congested roads. you imp ressed by Paradise Holiday's description of t he package holiday to Goa? O n the basis of w hat you have heard. Your cl ient wants to find out about: • a good reso rt. how the hotel w ill cater f or t hem. if there are any ch ild d iscounts.' ge55) B. Answer t hese questions: a W here is th e resort? b How long is each hol iday? c At w hat time of year can you go? and find out about: THE HOTEL • • • • precise location f acilities rates and discounts hotel amenities cuisine THE RESORT • • • • transport to and from the resort leisure activities shopping th e cl imate 2 Note the important facts about the resort an d the hotel under t hese headings: THE RESORT • • • • • • location ameniti es climate transport activities souve nirs • • THE HOTel faciliti es cu isine rat es discounts Activity 3 Change back to the role yo u had in Activity 1 . Th ey have set asid e about £500 per person per week . You are learn ing about the am eniti es and faci lities at a new reso rt. working for Dream Ho lid ays Inc. if there are thin gs for her teenage ch il dren to do. Keep yo ur partner from Activity 2. He/she is now an independent travel cons ultant and he/s he w ill tel ephone you. day trippers.

Sh"T...55 1669 370 1065 1265 1095 ..~ ki Gondola .. . BilI~' Kidd Cefltr~ for pc-rfr.-kd onil·t".idl·S g.'.o.s() ln · Ski Facts .j""f t .mel H( )TEI Il.C.~ Ski li(t~: 20 V<:rli~·al Double Queen Room only Child Price ILL..stur .:: starlit sleigh ride before a fabul o us dinner w ith the lights or the vall ey set o ut hdow.25 1299 1599 1299 11 25 1315 4.... ("'.:. \" os I'd .. snowmob ili ng.tion ~ dj an' nl to [hi: Sih·.... Ach-anl"C n..·f conn("cting witl.m("("(/ only...annual snowfall : 325 in. ice skating and shopping (jeans and Western hoot.!{ed 6 mont hs to 6 r...) .: r...·allocJ.bor-.. an" m usag<: g<lmt"'...15 yean K..· frum OS \.. .lmhoaf ]tcS<) rt ..l lh I llllow\·r . 129. a .)uIling:. 'S S. .oe riding..ith celebratory champagne.·r Bullet ....·(.· in (Iu' r ..1:io n of Cajun .. ~ fruln th . Wi thin yan ls orthl~ h()ld are numerous shops plu~ th e. ..: houl: 100 instru(1or~ Moulluiu r~uurant::.. I"uhl. Italian and even Vietnamese dining.ws / arts and cr. III IS 1'..... l suil "'..s Sk.s an... n<n :n L .)ect" 14 1)0..~ Transportation D aily fligh ts Lonrlon~Dcn\"(. SI Nm l)()JI ha.:nn·r '" • .~ Ic. I. w ind.ril1g frum 1 J N..':\.45 78..fnm .tnc:u . : .'\ (includi ng mountain dinner tn\J r.. 1929 1555 1369 1669 1599 6 frvln 12 On· 10 03 J ~n front Of J= 16 01 I'M> Th. Sh('ralOn Sk.~ ) hJ II. Rough Riden::J..1> 1029 1059 1019 . Airport and hotel taxes.600 ff) ..drigh sboppin-J.iing ~k irN is a uni'lu(" pfogrJ.~"n Ty~ r .. tw.600 Ii n" . Iet s(" f\'k c '" • hot rubs and j." ..n ni!.f~~.:.·hargc) ..k.~ • fi. . dog~ .I t Ski are.' 715 . hk· TV &. :'\\\'.ll hot ~pr illgs ~ k. ...l<luh.Il.wo adulls.· tn 07 I).If}" pleasant and imigorating dim.l ski-li ft just for r hild n' n ... Colder on (r" m ll> Fd.rm. w ith . . 1259 1125 89.: quC'cn ~izc AI. 1259 N/A the.j instruction ami . Climate I h c r . rrom ()<I r'd.: hiJd n ·n a..(·n·J. N E Crus:<i(""(JUn ~ : 1 1 .. "f nights 7 2 10 2 82. th .ar~ .-free l ..lCU.'s nile duh: ('wning c-ni]cbrf' for children..alin.1)m m'ltla ti cm : spa(·ious gu .Ircn aged 2 1 /: to 4 }"("..... AW' fag<.~D. ~L: i i nl!-trudion and supcr\"i~ion in a special arc . .ilc: '"'ith ~br 1U 29 Mar liltl. 109 . 2 Al l holidays LongN I tnil : 3 mil ...lI":'O . .h....... USA Apres-ski and Eating Out Th e ski resort and o ld town of Steamboat boast mOT t than sixty restaurants offering a cosmopolit an sclc(.· ~...GroupworkJPairwork B Texts STEAMBOAT Colorado. Child reductions for childre n under 12 sharing w ith t.: ~hool Accommod ati on for the stated number of' nights on the basis shown... c· r SO m il ..~ f«]uin. hilt . Acti vities un. Pri ces indude: round trip air trayc] hy schcclukd airline to St\~amboat..s arc r ea l bargains). ti"n Cente r: fur chi11.. and lift til.j.:.ll· l>. ...:.[" IS rob. ' \Ulla • conckrg. Away from the mountain.. priu..~a.~ rt 011 6. so !ittl .uc: JI)r <.... 10 Stl' amil<o. . GI.i...lrnrcs/ puPIK:1 m.. The Hotel ... Tah.lrU fo r m In -~ kii ng .!c-ony.th e slopes: iu' tlwrm.MI-IOAT KE. f"r inlcrmcdUte. m(>"it: ~ ( .P""'s fat·.~. .1l IInt illall' at night.·." B .. Rl'gular (('SOrl shurtle.·...mn' . dro p of 3 . Facilities for Children Nurscry/chi ld <.Ut!in9 in.your pi ck from a morning hot air balloon rid e .~II r ( 10.r 148..gt· I(-mp(·ro1\ ur..· • w . : . wi ncl .'\u p "f\'i sion for agt'~ 5... Kids' Va. rt"!<Qrl...·hlldl"i.. ·h(·~ T r "il>: 106 t).. Stea mboat agai n scores high . Th(!TC a n~ Steam boat favou rites like O ld West Steak House and gourm et mountai n dini ng at Ragna r 's where you ' ll enjoy a ::==~!!~~. r~-guJMly frorn Slt"mlboal Spring. rrnm 16 Mu In 22 .:.."' · I" l l 1)".I()fn l·~ t k llights D o. Resort Shuttle R un:.· nuilldy ski-out and ski-in. a rnt' n ' 5 mil .o m • ski rl'ntalh hup SI [EIt AT()N STF. ..<XX) rl i~ 2SF. !'r<:".md .d'-.6 4'6 370 370 370 370 370 370 370 Ski lOO.\br rr".. fr6m 02 "..st room ~ h ~\.._ IX'IIs.lI on ('nju) s an iJ.. .gt"' St"camlxnt Spring~ . 300 rt><)m. rid t·. mil ~ " . prj""tc h".tion.

Hoteliers also suffer from cash flow probJems through deJJys in payment. so me operat ors have heen known to request a fresh allocation of bed -nigh ts when they st ill have not paid for the previous season.re under no legal obligation to settle any outstanding debts. Sa les may be booming but the tour operators will tell the hotelier that business is sluggish and that the rooms can only be filled if they discount their prices.(3 Responsible Tourism 15 Speaking B2 (pageSS) F. but rented strictly on a week ly or weekend basis • the council can make su re that the Welsh language and cultu re are promoted. For example. hoteliers may be out of pocket when a tour operator ceasel' t. One British operator had forced a reluctant hotelier to accept J greatly reduced rate with th e result that \vhen the tourists arrived their rooms had been re-allocated to a foreign operator offering a better deal. But you wou ld still be in a better position compared to some unfortunate holidaymakers in Spain last year. Make notes before you begin. th e lan guage and cu ltu re of Wales w ill be Suggestions: • Arlon Borough Council ow ns the land . is sending its customers to the sa me destinations. So if you're going on a package don·t be surprised if the welcome you receive is less than enthusiastic . even though the salTle compan y.the chances are that the roOIll \IIJS contracted at a rate that w ill barely cover overheads . allegations have been made that tour operators use their position to force down the rates for \vhich hotel rooms wefe originally contracted. now under new ownership. Although most settle li p within a couple of months. e. Ma ny hotel owners and local agents feel badly treated by Britis h tour operators. check you know these words in the box. So it comes as no surprise if hoteliers accuse tour operators of sharp practice. Use a dictionary if necessary. the Sports Council and th e EU e Tour Operators Reading 2 STUDENT B Before you read.lge 38) Read " When the welcome is frosty" and answer these questions: a To w hat extent can a hotel ier trust a to ur operator? b How do tour ope rators attempt to persuade hoteli ers to take less money? c How did a hotelier in Spai n react? Tell your partner about how hoteliers work with tour operators. WHEN THE WELCOME IS FROSTY If holidaymakers get a cool reception in some holiday destinations it may have more to do with the practices of some tour operators in the UK than with the hospitality of the local hoteliers. Another tactic is 10 claim that competitors are hold ing down their prices and that the only way to remain in business is to do likewise. and yet J. 11 0 . Some of them have lost a small fo rtune when unsecured trade creditors have gone bust. hold festivals of Celtic music and Welsh arts and crafts festivals lost • no additional financial burd en to the co mm unitygrants can be obtain ed from the We lsh Tourist Board. frosty ailing ou tstanding to be o ut of pocket to hold down (prices) to settle up to cover (overheads) sluggish (business) a brand name to go bust ir.radi ng.can insist that the 600 new houses are not sold o utright or as timeshare apartments. The hotelier can do nothing to prove the contrary . They feel especially bitter when an ailing competitor is taken over: the new owners may continue to do business under the same brand name. Evans Town councillor for twenty years and vice-chairman of the Snowdon National Park committee Views on the proposed tourist development • ridiculous to turn down an opportunity to create 1.g.000 jobs • w ith out jobs. As a result.

Item 7 You would like educationals for your agency staff. ICELAND Outline itinerary Thursday: evening flight from Lo ndon H eathrow to Keflavik. Just before midn ight firewo rk disp lay. [Our. the "green house village" where Reykjavik and listen to a few sagas to on the way. • what you think GETAWAY wi ll be prepared to accept. If neccessary refer to the Language Tips on page 43. Di nner in the evening. 8 Promoting a Destination (page 46) Speaking 1 9 STUDENT B Tell your partner about the itinerary below in your own words. Decide who will say what. Stop at La ugarvarn. be Iceland's most Saturday: (New Year's Eve): late morning exc ursion co the Blue Lagoo n co bathe in its mi lky blue waters. vegetables and flowers are grown in greenhouses heated by geothermal water. This wou ld be paid monthly working from the departure date. your order of priorities. how much you are prepared to accept. Visit to the Great Geysir. Policy o n co mpl a ln ts Edu cat i onals ---.a fu ll da). Customers need to fee l that their complaint is getting somew here. You realise th is is optimistic. your average is 12%. t Item 3 You would like to receive commission of at least 13. fruit. Optional swim in the lake! H ead back to SmuJay: (New Year's Day) : Th e Gold en C ircle . See the New Year in with a celeb ratory glass of Brennivin (Icelandic sch napps). You have just finished discussing item 2. consid ered by many CO Friday: morning City Sight-seeing T our and afternoon [Q exp lore or shop at leisure.en at this tim e of the year. form ing a natural sauna. Before you start negotiating with GETAWAY you should decide: • what you want to achieve. Item 5 As an incentive to sales staff you would like to see a payment of £1.5%. Transfer on arrival to H otel Island in Reykjavik. Item 6 You feel that any customer complaints should be dealt with in writing by the operator within a week. Eve ning V iking-style banquet. where steam emerges at the edge of a lake . Leavi ng Reykjavik we travel over Hellisheidi Pass to Hve ragerdi . Monday: Return London 111 . the falls are often partl y froz. but smaller shops will display brochures at their own discretion.GroupworklPairwork B Texts Speaking (page 43) Negotiating an Agreement 11 TEAM B: VISTAS Look at the agenda on the right. beauti fu l waterfalL Cascadin g in two stages into a spectacular 15 km gorge . after which all others are named. • • what you think GETAWAY will wan t. Read and discuss your negotiating position on the remaining item s with your partner: Age nd a 12/03 Sales o f GETAWAY Tour s 1 Minut es V 2 Review of f orecas t s f or next season v ' 3 Commi ss i on lev el s 4 5 6 7 Racki ng I nce nti ves . Item 4 You can guarantee eye-level racking in larger agencies.25 per person paid to the consultant who confirms the booking. Drive to G ullfoss. Then negotiate with the GETAWAY representatives.

but on thi" occasion ..~o l1l e rimc . tIL.. l'l°lebrit il'S will try to bend the ru lt~$ w hich is a shame he-cause othLT guesls do n't lik.ITI)S..\ desli natiun is easy to rloal·h so people l'an decide on a witim 10 come here to rd ax.lt I pa rt icu larl)" .alll'}" Bay in An tigua. which airline arc we flying w ith?O' My boss asked t he operator.d in my dealing w ith customer. \Vh ~rt! c1 S<. rirtually roll out o f heel into the .e and the food arc cxnolle nt . [ \\'i ~h I could ~omt'ho\\" get J. which is a nice ratio because it allows us to he \'c ry allentivc.'(. olll(l fa.:.s . People also like the elegance of the hOld.~e) it's not just a q ul~s t io n of price.3 You are a resort representat iveo Som eone has asked to speak to youo Te ll your partner what happened. Iso ha.mt pr h'ate hOllies in a private estate. about 3. . T his happelled [0 be a pet subject of his.~ dm:s a maid come in on h(T day o il' to b ring fru it from h. Thc)... Situation.~ti Jl couples ageel lorty or on.\ flight with suitable ri minb'"S was .~ the lIIe~""lgc thal the Caribbean is a heautiful place ill lhc :'UlIlIlItT. r AVOURITE S T AY AT A H O T EL: (. W HEN I FIRST ~ tarted in the l ravd industry.t imprcss. was delayed). I like not having any ai l' cond itjoning and b eing ahle to .: a n.. to make matters even w orse...D A irlines.: after the form ality of Illy hold . Som c li nH...~y to visit. it's D ."e a huge advantage tx-causc of its loeatiun un l'asily the: best heach surro unded by d eg. I worked in:t slllall retail agency w hich was owned by a very pleasan t and k llowlcdgl'ablc m an w ho was liked and respccted by all of his customers.. R I CHARD W ILLIAMS TALKS ABOUT SAN DY LA NE HIS I IOTEL: It' s a \'f: ry spcl. \Vc . W hih: h e W.: t: ity h()teis wher e t he Illa.. You had to purchase ano th er ticket for a later flig ht (which.ustoillers which cvcntually led to their asking his opinion on rhe me rit of the h u~e choice of chartcr airlim's operating on tha t route. wlorigillal surroundings. "Uhh .:.n t and oW lw r. GU ESTS: Our d rc. but outside at ce rtain tim es of day there is an unpleasant smell coming f ro m the local m unici pal b Were the travel agency staff experienced? c What kind of mistake did the staff make? d How do yo u t hink the custom er felt? e How wou ld you describe the staff and t heir behavio ur? rubbish dump down the road.]ue bCl"3Wie you gl't txac:tly the itanw S(·rvio. and he went into gr. In th\ ~ surnnll:r the rail's arc lo". Yo u wan t to kn ow w hat th e agency is going to do about it.il itilos as in the winkr.nagl~m (.. People ha\'c M) lin lt.lphic detail about the merits and picf. T raining is \"cry dt'ar to my heart .. What lessons can be learnt from the two sit uat ions? Situa tion 4 You bought a ret urn airline ticket f rom a travel agency but t he w ron g time was w ritten on the ret urn t icket and you m issed your flight. a W ho was involved? Situation 1 You are a hotel receptionist. tc w ith su fI d ri n ks and l"(mkilo s instead uf a... he struck lip a conversalio n with the (.. . gin: you a Ix:<1 in a box and stcrik .~s .~ to ('wory gut'st" roo m . and as a resu lt you missed a very important business meeting..lisli ko.w: to ~pt n d a 'int une on a I"Uom to nnd good plac.... A lo t of placrs you can u nwind.': leisure limc now.-r garden lilr a gUl~~ 1 who dOl's not f~d well? RATES: We think our "<ltt-s arc good "alul'. T he sratT were ru de.. You ask to speak to the manager.IS wa iting to gct through to operators. and I learned a valuable lesson which has held me in good ste. ry important and haw just built a childn"n 's villagc in th. looked very shclopish. no availabil ity had been fo und.)·s 1 "Jr ning. Up to now. . m illihar..Ivailablc. ON E W ISH H)R T H E INO U STRY: T hat we co uld get oyer the proh lcm of sC<lSonal ity. tIle food was awti. compl .o. are. "T he worst flight I cver had was w ith D .tal·ular \'J. As my boss and thc tou r operator began to p roces.'gc 62) Speaking 1 10 STUDENT B (page 611 4 Read this case study about an unfo rtu nate in cid ent in a t ravel agency and answer the question s.hcrc ).ahollt 2 5 p~r CtOnt of o ur train ing bUOgl' t g()(. lax thcr. A custo mer has just come into the lobby and wants to speak to you o Situation 2 Yo u are st aying at a beach reso rtoThe hotel room is fine. WI~ aIm consid cr I:'m ililos \·. and the theatre of mahogany trees J.. hut the scn 'i(. T he hotd owns 400 acre:.~ the booking.. 112 . STA fF .: r which \\" t~ think is spt. Tlut wh.it is important to IUH'c somc wh(Tc likt: Sand). t hcn looked u p at the custom e r and quil.. Our d ominant market i." The customer thanked him for his advice and thCll attention w as switche d back to the call that was being answered by the tour operator.. Lane which i ~ ea.. You don' t hJ.lilab ilicy for the customer . by the way..H. .~("a.. alw J.l lly n .os me t h\' mm t is thl' flOil~ n(lI i l1(Oss of th. D airlines.'(Or SlOtOIllS husy even w h~n we ar e fu ll..-ial place ... hu t has only 120 rooms su it ne. he said. T he atmosphere is rclaxlo d.ou get hoth . I)J S Ll KF S: \V h. 'We st:nd staff oV('rscas to work in hotd ~ such as thc Sd\"ov in London MId II)("i1' stall' com c lucre so the). . The cllstomer wa~ quirc satisfied with th e pricc and decided to book strAightaway. I can go 10 dinnlo" in shorts and without s h(K. the customer said "Oh.lThadru as ..'!s code !ionh' times caUSNi p ro hlems lxocause we w ill r efusc c n try 10 di n ne r if someon e is nut smart enoug h ..1i and they even ran out of dury-frecs. of each ca rrier..: grounds and o ller adjo in ing roo m s for U S$100.>: it if excep tions arc mad L.«!>Customer Relations Reading 1 STUDE NT B ip. We have just under four slall.lIld this was taking .TOuntl . Fi nally. thc C"O rals to n ~ whit'll dlanglos colour from white tn pink as thc sun sets. but you don't glot tht: good Sl~ r \' ic:(: .'s on tcd mit:<l l ski lls as t hc Tt·~t is o n attitude and motivation. tly said. WLo go thert! quik a lot because: I can n.~ d on't bring an)' sellse of ra ring.: stair..~ .. One day 1 W AS Jistcning ( 0 him dealing with some customers w ho wan tcd Right st!'ats to Ma lagd at vcry short notice. The incident occurred in the: days before travel h:ld become fully computerised an d so m y boss found himself telep honing a number o f companies to chexk av.

DO telephones. TIle Maple Leaf overlooks CUI eighteen-hole go~f course. what he dislikes at a hotel. check-oul 12 noon . what he would like to see happen in the industry. You have no single room accommodation free as from 12 July but you can be flexi ble on pricing.m. Pearson International Airpor/. B. main meeting room hire. hot and cold bullet. 24·hour residential delegate rate Includes above.:mcy and $90 per delegate double occupancy.m. OHPs. on a nival date to receive a full refund . his favou rite stay at a hotel. Cancellation must b e made prior to 6 p. \vord processing. Make sure w hen tak ing any booking • • that you have the names of all the guests and th ei r requi rements. hairdryer. Room facilities Color lV. Lecterns.in 3 p.mail . int. the room·pricing policy. photocopy ing. lunch . S Il O per delegate single oceup.. flip charts. Business Center The Maple Leaf has a fully-equipped business cen ter wit h six private m eetin g rooms and three offices. 113 . $35 p er person. full American breaklast. Use the information from the brochure to answer his/ her queries. $32 p er d elegatc. overnight accommodation . all rooms en suite . mini-bar.m.l Rate lull day Rates Single $95-$125 ICan adian) Weekend $75-$95 Double $ 11 5-$ 135 S uites From $265 Check. Audio-visual assistancc aVailable .al ready difficult to keep the ancient language and culture of Wales al ive • this new housing estate w ill be used by people from the North of En gland as second homes • they w ill be a separate community givi ng nothing to the area • the 600 houses w ill be empty for most of the year Answer your partner's questions about Richard Williams. plus thrcc·course table d ·h6tc cvenlng meal .he L. you have a forwarding add ress and telephone number. and coffee..ft. e. Views on proposed tourism development: • woul d result in ca rs coming over Ll anberis Pass at th e rate of one every four seconds on a summer holiday weeken d • would create havoc on the roads • Welsh language and cu lture wou ld be seve rely affected by the num ber of holidaymakers from England . All major credit cards accepted Oelawarl! ] Peaks 100 45 30 Pinl! View 55 25 20 40 20 20 40 20 20 1144 572 486 $200 $ 150 $ 120 Room guarantee policy First' night's d eposit is required to guarantee a room if arrival after 6 p. Morgan Local teacher • • • • • the staff. ask Student A questions to find out about: • the good features of Tommaso Zanzetta's hotels.erpretation and trans lation.GroupworklPai rwork B Texts ID Hotel Facilities Reading 1 2 STUDENT B When you have finished reading th e text on the opposite o Responsible Tourism 15 (p'ge 70) Speaking (pageS5) A3 page. Restaurant A la carte three-course menu from a pprox. and downtown Toronto.B. in-room movies. Conventions and meetings Meeling rooms Theatre Classroom Conference U -shape Size (sq. Make notes. soundproofing. including 24hour faCSim ile a nd telex. Speaking 2 11 STUDENT B (page 75) Student A will phone you to m ake a booking . Maple Leaf Hotel TIle Maple LeoIHolel is conveniently located jive minutes. slide projectors . afternoon tea. white boards and stationery supplied at no extra charge. Clients must b e able to guarantee at least fifteen delegates per day to be able to ben efit from th e daily or rcsidenLlal dt:legate rates. Daily delegate rate Includes morning tee1. offering its guests a comprehensive range o f services./rom I. Group di scounts: see residential delegate rates below.

l.00 p. Ruill. a modern hi storian from Boston University. in 1 .1nric bay. Answer his/ her questions. As a modern historian you are particularly interested in sailing and maritime history. Ask the tourist information clerk if he/ she can suggest what you can do for the day.11(: mid-1 8th century Home of Caplain . 6 C. I n the fall. ilollsp. sec: an abundance of migr'ltory bird life. Sunday 12. 14 . Evening C rui se Enjoy a jaunt around the harhor for our version of H appy H our. A}lll)(iIC SC'lc()a~t. USA. Note the important pOints.ckday. 10.m. overio()kiflg Portsmouth's historical harbor.00 p. Student A is a tourist and you are a tourist information clerk in Portsmouth.y 4 Great Bay National Estuarine Research Reserve comp rist:S 4. w oodl. with <l histo ry sp3nning nC:lrly four ccnturies. New Hampshire. sei whales.m. gourmet dinner by reserved seatillg. B.00 ani. . Caroline.J/cJ on Porr. Isle!<. Tll is is a /ru tr relaxing . .mouth'\ h istori c IHludront.Jones for a time during tile America n War of Independence Now the home of ~\)rlsmouth Historica l !-iocif'. Humpback.. W(. We have access to three whale zones. Read the leaflets.and s and open fi elds E'Cpaima th~ natural fiuma dnd ftO rtl ofthe arM. minke.x w ith yO\][ favorite drink and take in sunset over the harbor. You are staying in London.Ioh n PUll! .ll rok in the legcndary folklore of the THE OAR HOUSE r ruJitk>nuljQoJs. These islands have pbycd a vit.. Frumkin. You have hired a car and come down to Portsmouth for the day together with (ptlgc N~) your nine-year-old daug hter.flnJfm o I'isiwrs.mJ a.~ Estuary habitat includes tidal creeks. Caroline doesn't have a long attention span and tends to get bored quite easily. as well as whitesided dolphins can be seen. Great Bay.x miles off-short:. A tourist has just walked through the door. 00 p. Inland River Cru ise through a peaceful world of winding ri\'c[s and the expanse of Whale Watch Expedition All trips guided by naturalists.1TI of inland Atl. Data collected is sent to New England marine research centers. A great cruise for natll r. 2 Now change roles. right.G) Things to Do Speaking 2 11 STUDENT B You are P. Illli(/u<'0' prcp'J{<·. fin.qourl1Jcr o r r:ric ncc in all armo>rhcrc uminiiant of days 90111: by.r Loc.4.. Or rcla. u[\JoilH lowls.4.47 1 acres o f tidal waters 48 miles Open .llists. serves a (J-course.\'ind~wcpt i"i. and lIlUS DUln by attendants in period costume @UJ E LSIF'R AW BERY ~5TAURANT Founded 1970.mds just si. . of Shoals Visit nine .t:f PisCIltd'llla 's heritage (md the adventure of sail aboard flu Pisces: A. 2 5 PORTSMOUTH H ARBOR CRUISES Discova tbe Ri'L. 3 John Paul Jones House Cuirled lOurx ot lilr.

Cut. Prepare your talk . t.t. WIth se A"th:>"~'s 9~otto <UOd old fo.lk. answer the enquiry.- of lbIish Na/:ional M. . chw"ch d "l.. I ...5. Read your information... RP.000 (<6e buSke{ (. Ring The Manor Hotel and find out what they can offer.. (page 91) -r11e /.."'.... ior. 13h. -a VoS€.. .. -bloo . You are interested in holding a three-day business seminar in the UK for local businesses on the benefits of your new software packages. i5 I 8..-. You have been asked to plan a two-hour walk round Rapperswil . cQst/e. b WoF 6...ste¥l'l civi LiSllC.nHf COo1SfSts of /. SH \PE TH E..'-0'" l$"to to 19'2.... .e... frv .1. U.e..d""s: IZappeY5wilJ coat oftJ. 1.Two€. ... I. -blAsk -fb.·. Cc-etrj cYl<Lpel) fle.()/f/ J11 --. They will not require accommodation. if. J.T RE c:J TJx Bijho p F orlo(/u RlY. i1o . devo/.tjo.es ~ 1It-$q ..... Give your talk to someone in Group A.Ol1 01\ the -I:opfloOV . You expect there to be some thirty local people attending on each of the three days.Groupwork/Pairwork B Texts ~ Marketing the Past Speaking 2 14 GROUP B You work as tour gu ides for Summer Tours of Switzerland.""" 1975 . G.e '.051 day 30 32 Gumr"y Rt. ii 1.4 x 7.Je\fr'<W€J1Kare..-tifica/. Plan your route.eaking 2 STUDENT B You work in the venues department of The Manor Hotel.iflj u DO DO 2 You work for Tangerine Computers of New York..a< CJ>I'\trib«bO>1 b> w.~i. i:P octob<w.. (ApuGhil'l. Tb~ 52 pcopl~ M palple ~ B ri llflny R oom III 6. Of'IQsW~ 3.e. '" of tioe. ~.50 people 50 Will they provide OHPs.e"""..ovO vo5e!'...tMS.v"':f ~/e Iw"'3 1ft Rtl{!Pe¥'Swi!.. ~. H"". _-"".d I:n 1'olo. a . . All equipment is provided free of charge if you have prior notice. flip charts and so on? Do they have a local area network you can demonstrate your software on? 15.9 x 8.to to the..@l~~::i (1606) h'j bie G1J.t.2 llOO/day 42 42 115 .. You will be sending a team of eight senior employees who will require accommodation for four nights. has Pee" 0. Find out what equipment the client requires ."'H Castle.3 Th~ . .5 x 9... You (page 99 ) receive a telephone call from Albatross Engineering.I-1ea. ~ Business Travel Sp.5 m £ 150/da). Using the information below.

that's one good reason for going there. And this definition can Travel consultant: Hello. I think it's a bit expensive Travel consultant: Well pOSSibly. It's completely unspoi lt. inbound and outbound. car hire and that sort of thing. border work~rs. that all the catering has been looked after. and staying in. and the year before that we spent the New Year in the Canary Islands. And then there is inbound tourism. the holiday of a lifetime sort of thing. Travel consultant: OK. But I enjoy the contact w ith people and we're part of a good team.a set of definitions if you like . on secor. Yo ung man: And how much does it cost? Travel consultant: Well. This means that I have to vi~it and travel around t he region.well . er . own profit margins. So we try to include Dr Garcia: Good question. Or perhaps people are travelling for health reasons to a spa or somewhere like that or going on a pilgrimage to plact'S like Mecca. members of the armed forces and people like that. adopted a kind of common language .. It's a pretty competiti ve market because when a company is going through a bad patch t hen travel is often one of the first things that gets cut. Travel consultant: Um I think that's a guided tour round St Petersburg. the most economical. the price is inclusive of air travel. Travel cons ultant: Fine. Woman: What's that exactly.. Young man: Lombok. we're getting married in three months' time and we've decided we want to go somewhere exotic . So the purpose of the visit h as to be for leisure and recreation.. I think it's definitely Bali for you. I'd like to hire a car and make my own wayan to Perugia. we saw your notice in the window and we'd like to find out a bit more about what it includes. places outside their normal environment for not more than one consecutive year for purposes such as leisure or business. nomads and other groups like diplomats. people w ho stay for at least one night in some form of accommodation in the country they're visiting and same-day visitors who do not stay the night. can I help you? Wo man: Urn . that's w hen people who live in another country come to visit the country where you live. We're going where the sun shines bright ly We're going where the sea is blue W e've seen it in the movies Now let's see if it's true Everybody has a summer holiday Doing things they always wanted to So w e're going on a summer holiday To make our dreams come true For me and you. Next w eek we're having a big do with about 600 participants so . I have to try t o find the last three years. What exactly is it you want a number of incentives. (fade) 5 I have to deal with the public and take their bookings for flights.. Conversation 4 Woman: And so could you tel l me w hat the price includes? Travel consultant: Well. then show them the safety proce. Can I have your card? Thank you. And the reason for the visit must be different from the kind of activity he or she is usua lly employed in. Right. Woman: Actually. it's very competitive. but I get a performance-related bonus and commission so I don't do too badly . VFR . for business and professional reasons. I'm doing a training course at the moment because I'd like to specialise in incentive travel. We have now. well. yes perhaps.something like that. Man: Oh by the way. or Lourdes in the south of France. It's not easy to combine this job w ith a social life because I'm frequently away from home. to know? You ng woman: Er . Interviewer: OK. the hotel reservations have been made and things like that.. There's domestic tourism. The most important of these for statistical purposes is that of visitors.it's the activities of persons travelling to. that's where the residents of a country travel within their national borders. but this year .you know.something that'll give the kids a treat for Christmas Travel cons ulta nt: Well. that's right. for tourism purposes. I can give you the official definition . relatively cheap hotel in Rome and it was very nice.. just let me check in the brochure.. Yes. I've booked you into a three-star hotel and I' ll make out the flight ticket now..jures and seNe drinks and a snack..Ta pescri pts o Types of H oli day Listening 6 Conversation 1 e A Career in Tourism Lisren ing 3 1 I've been working in the local office of a major travel agency group in the United States for er . Would you like a brochure? Conversation 3 Travel consultant: OK sir. And I suppose you can also .that is. sir. but on the other hand it is excellent value for money (pause) No? Well.. Speech work : \Vo r d st ress reliable available sociable suitable e Trends in Tourism L i stening 3 1 Interviewer: Dr Alberto Garcia works for the World Tourism Organisation in Madrid and has come into the studio to talk to us about developments in the modern tourist industry. So that's Alitalia flight number AZ1621 and then there's a train connection to Florence. so I started off in the restaurant and then spent some time in the kitchen and went into the reception and at the moment I'm working in one of the offices and learning accountancy and financial management.. Travel consultant: Oh well. ten nights on the MV Kirov. but we still haven't actually defined the word tourism ! Dr Garcia: Well. (fade) a lot of money Listenin g 2 Sum mer hol iday by Cliff Richard We're all going on a summer hol iday No more working for a week or two Fun and laughter on our summer holiday No more worries for me or you For a week or tw o. 4 I have a checkl ist of points which I go over beforehand to make sure that everything is ready. which is about twenty minutes' flight off the coast of Bali itself. But obviously. There's a speCial offer at the moment w ith three extra nights free on the island of Lombok. full board and all the excursions except the one on Day 2 which is optional.. how can we actually determine what a tourist is? 11 6 . (fade) Conversation 2 Young man: Hello. contract w ith hoteliers and service providers and so on.so that when various countries coHect statistics on tourism they are all measuring the same thing. so we know what tourists and v isitors are. And so the WTO now classifies all travellers under various headings. In fact I have an interview next w eek What I have to do is to plan ahead so that in two or three years' time we have another destination or resort to offer in the catalogue . at the end of that I hope I'll get a job in a position of responsibil ity either generally or in a particular department. tours. At t he moment we're thinking of opening up a resort in Albania. matters and negotiate terms and conditions. I check that the eqUipment is in the right place and in working order. how about this . um . Last year we went to ItiIly in December and stayed at a small.. in fact. Interviewer: How long can tourists stay in a country without ceasing to be a tourist and becoming a resident? Dr Garcia: Not m6re than a year. not just Benidorm or the Algarve. Dr Garcia. Interviewer: VFR? Dr Garcia: Yes. I corporate clients who will regularly use us when their personnel has to come f or a meeting or a conference or a negotiation . And finally outbound tourism w hich involves the residents of a particular country going abroad for one of the reasons w hich J mentioned earlier. we're sort of looking for something a bit more exciting and adventurous . What kind of car do you reqUire? Man: Oh. Obviously. It's quite hard work and the basic salary isn 't brilliant. Then when people arrive I welcome them and give them their badges and information folders. make sure everyone is in the right seat. Interviewer: Right. For example passengers on a cruise stoppIng over in a port or people simply on a day trip. And how are you paying? Man: American Exp ress. This w eek we're stopping over in Dubai so we won't be back tor another couple of days. there's a vcry reasonable and ~uccessfu l package put together by . so w e have domestic. but of course that cuts our 2 I'm on a programme where every month or so I change departments. Is t hat possible for you to do from here? Travel consultant: No problem. I have to deal with be further subdiv ided so that we can distinguish between the types of tourism. well. what about going . that is: visiting friends and relatives.d thoughts. (fade) 3 I basically have to be friendly to passengers. we don't count people such as temporary immigrants.. I've never heard of that Travel co nsultant: Well. And then v isitors are broken down into two separate groups: tourists who are overnight visitors . and then .. hotels.

I asked them w hat their impressions were . (pause) Accounts: Hello. can you tell me what currency I' ll need to go to the Ukraine? Agent 3: Yeah. Where was that now ...8 days in Singapore and we from the Singapore Tourist Au thority.what do they do in Singapore? W hat do you encourage them t o do. d "Could you please quote your booking numberr "Yes. but I didn·t want Accounts.750 miles. hostel keepers. if we t ake 1993 f or example. O livia: Florence. and his wife Olivia. e Where People Go l istening 1 4 Interviewer: Penny Goodman and her husband. just to whet my appetite. Accounts . They have visi ted seven countries in r. I The rate of inflation has gone up by over 2 per cen t. restaurant. Seven countries . Harry: For a mere 600 dollars! Charles: Come 00. or else going lor an educational pu rpose. to see? Christopher Keoh: Well. who is from Maryland.2. I think it's good to go shopping even if you don 't buy anything. no it' s . Caller 2: Never heard of itl Agent 3: Me neither! (more background noise) Caller 2 : Well . are you sti ll there? Caller 2: Yes. Just to compare. I' ll put you through to the accounts department. But it was the first time I've been to Europe and so this w as the right trip for me to get an impression 0/ Europe. But the two main blocks would be holidays 60 per cent and business a little in excess of 15 pcr cent. are on the last day of the Tornado Tour. in London. W e see Singapore as the spri ngboard t o the rest of SouthEast Asia. where they should come into Singapore first to be acclimatised. the Trocadero by night. crystal in Venice. Interviewer: Has twelve days really been enough t o see Europe? Penny: My son and Olivia . Charl es: Those castles.. That's one name j'lI never fo rget. It's great just to be able t o go into a shop and not spend hours researching what is in the apple.. the rest of them would be visi ting friends and relatives. But we have McDonald's in the US too. from Ch ina. on their way to other spots in South-East Asia. Interviewer: Did you go to a McDonald's here? Olivia: Once. " Your flight number from Hong Kong to Guilin is CZ th ree zero three two. could you transfer m e back t o Reservations please? 117 . But in Switzerland I could eat white chocolate for the first time in my life. ice cubes.. Penny: Well. To see M ichelangelo's David again . a t otal distance of 2. Invicta Press. I would've kind of liked to stay longer at a couple of places.Australia routes. to explore a little bit of w hat the rest of Asia holds in store for them. ? Penny: Germany . from the steamers and ships coming through the port of Singapore. Caller 2: The w hat? Agent 3: The karbovanet s. Interviewer: Have you honestly got to know the real Europe in twelve days? O l ivia: Of course not. So Singapore started as a trading nation bet ween the Spice Islands and Europe. an advertising salesman in Los Angeles.come by sea.. this is Sunrise Tours. please. it's AS stroke oh two one nine seven e eight. .between Heidelberg and Bo nn. in transit. can I help you? Agent 2: Good morning. Interviewer: How was the f ood? Harry: Swiss chocolate . Call 2 Invieta Press: Hello.. owes its existence actually. w hat is it you want? Caller 1: I'd like to speak to Monsieur Dupres. Penny: And the herbs . Singapore began its existence. Right now tourism in Singapore has become a major industry attracting people from all over the world into South -East Asia through Singapore and also features very prominently on the UK. Agent 4: Sorry . a cuckoo clock in Geneva.500 out of a t otal of abou t 225. we welcomed 6. but more significantly when trading developed between the east and the west. leather bags in Florence. my " ·. Interviewer: How are these visitors broken down? Christopher Keoh: If we were to t alk about the breakdown of arrivals on a world w ide basis we are talking about 15 per cent of our arrivals coming in on business. elve days. I can't understand how you can serve a cola in the summer without ice cubes Two minutes in the sun and the stuff is cooking. Charles. (hangs up) Call 4 Tour operator: Hello. on extension 452? Invicta Press: Hold the line.. Interviewer: If we look at the kind of modern tourism of the last twen ty t o thirty years what patterns do you think have emerged? Christopher Keoh: If we were to take 1965 as the benchmark. thank you. I have this allergy to chemicallytreated food.000 . please. Interviewer: Did you pick up any souvenirs? Olivia: I picked up two outfits in Rome.about 3. It"s good to know what everyone eke has got. airport.well that's how I think touri sm started. Interviewer: And those holidaymakers . we believe that Singapore is an excellent introduction to Asia. (noise of conversation in background) Agent 3: Hello. we've aU spent a fortune_ Int erviewer: On what? Penny: Oh.Tap escripts Listen ing 3 15 Int erviewer: Can you tell me something about when and how tourism actually began in Singapore? Christopher Keoh: Tourism in the strictest sense began a long time ago when people from the east and the west were travelling and trading. o Travel Agents List enin g 1 7 Call 1 Agent 1: Yeah.000 a year and the bulk of that travel actually came. . 9 There' ll be seventeen extra guest s arriving on 30th July. that is from 6 to 8. to trading.750 miles. Agent 3: Jane l Stop it! Thank you. Can I speak to Mrs Sharp. to get used to the culture. This is their first trip t o Europe. Now that naturally gave birth to what we would caJi the tourism industry. hold the line please and I'll find out for you.om \': ill appreciate them. er . Penny: And you could eat cheese. Nestle's Gala!<. Have you ever had a pizza w ith fresh herbs? The difference is like night and day Interviewer: Did you miss anything? Penny: Sure did. Agen t 4: Could you check me something on an invoice please? Tour operator: An invoice. Caller 2: Yes . reservations. AnY'. Spcec h work 1: The schwa sound 6 again another monitor certificate internal culture manager salesman Switzerland Piccadilly Circus Listening 2 12 a of the six and a half mil lion visitors last year. from very humble beginnings since 1965 tourism has taken off in a very big way and. Fantaslic! I always get an allergy from American chocolate. from India into Europe or intra-Asian travel. I'm putting you thro ugh.. Interviewer: W here w ould you like to go back to if you had the chance to spend just another five minu tes in Europe? Harry: Pari s.. like we said. Agent 3: It's the karbovanets. Agent 4: Well . arrivals into Singapore then numbered 90.like most Americans only had two weeks' vacation so there was no choice.. because 1965 was the year Singapore gained its independence. In LA you can spend hours trying to find cheese or an apple tha t hasn' t been sprayed with something or other. So. Agent 1: Who did you say? Call er 1: Monsieur Dupres in fina ncing? Agent 1: He doesn't work here any more. with inns. . er .'ay. Interviewer: Can I ask a few questions? Penny: No problem .4 million arri\lals from all over the world. about how long did they stay? Christopher Keon: Tne average leng th of stay is 3. All those wonderful castles on the ri ver..15 per cent. M rs Sharp: Hello. very few people .4 million.. about two thirds stayed in hotels b We're working on a thirteen point five commission basis at the moment c The revenue forecast for July at the fuJi rate is £145. a harbour fo r pirates actually. Of course now.. Call 3 Caller 2: Helio. then most of it wen t through Singapore. That's w hy our t our's called the Tornado Tour! Interviewer: Isn't it ever an noying w hen you can't get off the bus because you ab-solut ely have to sec Rome in two hours? Penny: Well. Did I f orget anything? Charles: Silver spoons from almost everywhere. Interviewer: These 6. A lot of travel between the UK and Australia would stop in Singapore back in the days of steamers and the romantic days of travel. The vast majority fly directly into C hang. believe that there is more to ~e and do in Singapore and should justify it being a business destination .205 . Holidaymakers account for well over 60 per cent. with their son Harry. We came to learn about European culture. speaking from a European or non-Asian point of view . Harry: That's right. It started off as a trading port. Mrs Sharp speaking.

urn . Temple Fortune. I'd like to make a booking if that's Nat asha: Yes. w ho's calling? Mr M aughan: I spoke to her last week about a holiday in the Ukraine and I'd like to make a booking.. it's P for .e given us their seat rates and we've negotia ted a discount by taking a time slot they wouldn't've been able to fil l. transport and salaries. B: Fine. we're having this brochure printed by a different f irm and we have to meet a deadline for 1st September so. extension 32 . If you can give me your final prices I can update the figures Maria: What kind of t ime scale are we working in? Richard: Well. thanks. urn . Would you like to make your own arrangements or would you rather take out the standard insurance policy? M r Maughan: Oh . So would you mind gi.. they· . is compulsory on this kind of tour. I'll just get a booking form. But I do think we'lI be able to sell more local tours.0 .. We f ly from Gatwick... so I'll need you to fill in an application form and I'll also need three passport size photos and a copy of the inside cover of your passport. It's for ten days. Well.. which is very encouraging. Would you like some help or are you just looking? B: Good morning. urn (reads to herself).Accounts: To Reservations? No. So I've been out to look at some sites and I' ve nego tiated rates and come to an agreement w ith some hoteliers and I think we have a good price because obviously everyone in Cuba desperately needs foreign currency at the moment.. um . let me take a few particulars.U -G .. I visited your agency last week and we talked about the tours you organise in the Ukraine. o Tour Operators Listen i ng 5 Maria: OK. Natasha: And do you have a number at work? Mr Maughan: Yes. aren't you? M r Maughan: Right. Natasha: Mr Kevin M . if all goes according to plan. Natasha: How is that spelt? M r Maug han: M ... Natasha: Right.. M aria: OK.the ten -day one to Moscow via Odessa. Could you suggest where we can find good intermediate to advanced ski runs? A: Mm. Nine to twelve days £22 per person". can I help you? Caller 3: Could I speak to Mr Poynter. well .. I'm told that there's likely to be a 15 per cent take-up on the tour to Havana.ald he's in a meeting OK. Have you decided where you'd like to go? M r Maughan: Yes.50 sea-view supplement and that's per person per night..in. didn't you? b: The 10. thank you for calling. So it's London NW11 7PN. A nd . so if you bri ng those in the next time you drop in I'U send everything off with the con f irmation. Natasha: And please could I have your first names? M r Maug han: linda and Ke. caller 3: Sorry.. Mr Maughan: Thank you. You said I should get in touch with you if I'd made up my mind. is he? e: There is a guided tour... So we've got 270 seats at approximately £250 each for twenty -fi ve weeks in rotation. r didn' t quite cak h that? Agent 5: I s. M r Maughan: OK. my partner prefers Switzerland so I guess I'll take that one. and after taXing into account commission.H -A -N. my wife has an Irish passport.ing me your name.. Can you tell me what d ate you want to leave on? M r Maughan: The thirteenth of July. Natasha: Is that linda with an i or a y? M r Maughan:An i.Mr and Mrs Maughan .. You don·t happen to have any bargain packages. It saves a lot of trouble.. e asked us if we're interested in chartering aircraft to Cuba. yes.. can I help you? M r Maughan: Hello. A: Right. the brochure should be published in October B: No. urn. Natasha: Oh yes. G~dbye. Could you tell me what your name is? B: Yes. a nd I·tt need your home address. Natasha: Yes. um . so that comes to £452 and another twice £38 flight supplement charge. Now. um . w hat's the position eKactly with Sky Air now? David: Welt. Departure date 13th July . we have a seven-night self -catering deal to Verbier in Switzerland and t hat's £259 and one to Alpach in Austria for £169. extension 32. Hold the line . S-W-Y-N-F-O. there's the i nsurance which is .. Now David. isn 't it? c: You're returning alone.so we should be doing d: Your husband isn't going w ith you. 11 8 M r Maughan: Is that Natasha? . but even just £5 o r £10 will persuade people to go elsewhere. You'd better call back later.I . M r Maughan: No. Temple Fortune . so that's £21 per person.35 flight is fully booked. That's not too short not ice. isn·t it? "Up to eight days.A. you'lI need a v isa as w ell. Mr Maughan: OK. I was considering taking a short skiing trip. I rem ember. that's £375 plus a £5.. don·t you? We've been approached by Sky Air who have some spare capacity on their transatlantic 767s and they· ..111 6 thank you. would you mind spelling that for me? Listening: 1 15 Travel agent Good morning.sorry. no. transport charges for local tours and other things like .. Shalt I look after that or would you prefer to get it yoursel f? M r Maughan: No. that's f ine.. we've started to write the copy and I've had a lot of photos taken of the resort and I must say it looks pretty good.. Shirl ey. Speech wor k : Intonation In tag questi ons 11 a: You went f or two weeks last year. Er. Could you tett me which t ou r you've decided on? M r Maughan: The one . London NW11 7PN. Customer: Oh. . Natas ha: Good. Gatwick. I guess the standard one. And I'm told by the marketing people that we'lI probably be working on load factors of about 80 per cent . Bogdan Kominowski. OK. he's in a meeting at the moment. Can you tell me how much that' ll be? a head. Swynford Hill . Mr M aughan: Certainly... the last bit of the postcode. Right. I haven·t got the reference with me . 017 1 2740083. M r Maughan: Urn. eQuid yOU repeat that? B: And the plane comes back to Gatwick. Natasha: And t he t elephone number? Mr Maughan: 01813924535. Right. Did you say P or 81 Natasha: B.. Peter. . It's low I know. And wh at about the brochure? Richard ? Richard : Well. .lt's l . yes. But could you first give me some idea of where and w hen you'd like to go? B: Anytime between now and mid -March really but the sooner the better.. And are you both British? Mr Maughan: I am. I can't All their Jines Natasha: Speaking. please? M r Maughan: It's f or me and my w ife . welt I'll drop by at the beginning of next week and make you out a cheque then. London NW11 7PN. the salaries of local reps and so on.. Natasha: OK. er yes.. Telephone number 0181 3924535 and at work 0171 2740083 . Natasha: Hello. well... That' s 41. Natasha: Fine.U look up the reference number later. (. A: Would you prefer to ski in Europe or America? B: I was thinking of Switzerland or Austria but it's more a question of cost and good skiing. what about you. er . In tourist.. Maria: Right. is it? OK. now do you mind if I just check the details? It's Mr Kevin Maughan spelt M-A-U -G-H-A-N and Mrs linda Maughan of 41 Swynford Hill. could you hold o n please? I'll put you through to her desk. do you? A: Ah w ell. can I speak to Natasha. Natasha: And j'lI also need your deposit w hich is £100 are engaged.. Customer. I think £550 for two weeks is about right. er. isn·t there? Practice 2 A: Good morn ing .R-D . OK well the insurance prem ium iswai t a minute 1 '/1 look in the brochure . Mari a: Good. could you please spell Swynford fo r me? M r Maughan: Of cou rse.. Natasha: Sorry.N . Call S Agent 5: Funtours. B for Bravo Mr Maughan: No. please? Agent 5: No. Natasha: 41. As it so happens.. London NW11 7BN. £19. Also J've made a comparison wi th our competitors in the Dominican Republic and we're about 10 per cent cheaper than they are. you do itl I haven·t got timel Natasha: Right. what profit margin does that leave us? Shirl ey: Eight per cent. Temple Fortune. Natasha: Fine. that's good news. Natasha: Thank you. do you know how much that costs? A: Um . M r Maughan: Sorry. Both leave this Saturday. Agent 6: Yes..A .. I'm sorry. Caller 3: Oh . . 'eI's get down to bUSiness. shalt we? You know the situation. please? Travel agent: Er. I'm sorry. Then Hill. does it? A: That's right. Um. Natasha: Thanks. yes . Travel agent: OK . for er . could you teU me which airport t he f light leaves from? A: Yes. that will be an additional £1 7 per person. how much do you think we'lI be able to charge for th e whole thin g? Shi rl ey: Well . taking into account overheads like travel agents' commission .

all the way through to the budget end of th e market.. we're flying th ere the follow ing day .there's no sightseeing included. making sure that. on an adventure holiday . I think th e environment is strengthened by sensjt ive tourism . still on the map.. Interviewer: Could you e)(plai n w hat you do at International Trade Fairs . J Oh sorry. this office will really try to pinpoint the upper end (!) Responsible Tourism Listening 6 Interviewer: I know you're very concerned about environmental issues at O verland Encounter. um . flowers and plants and herbal medicines. W ithou t tourism . You'll have the experience of two guides w ith you. English-speaking guides so you' ll have the benef it of their knowledge.and these shows are very t rad eorientated . Ann Trevor: . t ourism might !>ave the tropical rainforest in a place like Madagascar.so we can target them pretty closely to promot ions.it's slightly quieter you think that many people w ill in than th e other places on the W all which tend to be fa ct not listen and will just ignore whatever guidelines you give them? Michael l eech: Perhaps. Things have changed and the model of Mediterranean to urism of high-rise concrete. in the best scenario. so it's quite an interesting place. now you can get some pretty good deals .. everybody gets very busy so it really is a PR exercise to let people know that Barbados is stil l there. So if we are doing a promotion there's only probably two or three that we can talk to and they know now that if w e approach th em it'll be pretty worthw hile. certain tour you have to get involved in w h at we call '·Iow impact tourism". we go to that one . but in terms of w hat this office does.a lot of the hotels on the south coast do special packages. It's a fifteen -day tour which covers the main tourist spots and also goes down to Hong Kong as well.or rath er was .000 for a Helen l ee: Good mo rning everyone. I think because Barbados is an aspirational island. and it'S still an island they can send their clients t o. no detergents are used in springs or streams and that no rubbish is left behind after camps. we fly back Cathay Pacific So. the . if you're visiting a protected area like th e Antarctic. the big one in Germany that' s just happened. But we start our tours going just before Easter. and so on . if we advertise or target in our PR the top end it'll bring the rest with them. It means provid ing travellers w ith a pack w ith instruct ions o n how to behave and what to do to best preserve the cultures and places visited . And on the way there we stop at a certain part of the Wall called Jinshanling and have Kong? Helen l ee: W ell. have a loo k at the streets. Can I help you? (Susan: Yes. And there'll be a visit to a silk factory as well.o. for example. by t he end of the t our.the summer resort of the Emperors and th ere's a pretty park there and we v isit three temples.hen do \ \e g et to SO to Hong 119 . I .if th ere's something specific that needs pushing th en we w ill push . Easter's quite a good time t o go. and its magnificen t limestone formations along the river bank . a national guide who'll stay with you all the way through the tour and a local Chinese guideboth trained. and in Hong Kong you' re baSically left to do your own thing . you know. 50 there'll be oper<lt~rs w ho deal with just the very. so they w ill come over as well and help us to generally spread the gospel. Interviewer: Wha t's your relationship with your tour operators? Ann Trevor: O ur tour operators are pretty aggressive and they're also pretty specialised ..s tourism and national parks have been created by it.it runs from the very upmarket . . stay in Sandy Lane which is probably one of the best hotels on th e island . sea. . so this is nicer. and that's our strategy. go sho pping. sun. You'll be staying at the Metropole Hotel w hich belongs to our group and you can book onlo tours there. There are certain tou r oper<1tors w ho deal wi th honeymoons. Interviewer: Do a picnic on the Wall . are thefe any questions so far? Travel agent: Yes. th e Huaquing Hot Springs and other sightseeing spots. Interviewer: How would you go about settin g up a new area or destination? A nn Trevor: Well . but Ihe key factor in minimisi ng damage thro ugh tourism is to keep groups to a manageable size and th en you can control how they behave.'O and bring the fish up GTransport 2 Listening 1 Travel consultant: Good morning. But w hat you can do is to set up patterns of behaviour w hich will introduce them to a country in a responsible way. the Summer Palace up in th e wes t of the city. fly here by Concorde and. t he Lijang River. very exclusive upmarket areas . Thirty on a safari is an absolute maxi mum.o ur main objective is to establish and keep our name in front of the trade . either in th e Caribbean or long-haul . It means. Interviewer: A re operators now putting things back into the environment instead of just taking from it? Michael leech : Very m uch so. Listening 2 to see cormorant fish e-rmen at work - they have rafts and they have thei r own private cormorant and the Dirds drve dO'. And th en from Chengde w e go back t o Beijing and then connect w ith a flig ht to Xi an which is the begi nning of the Silk Road and famous for the Terracotta Warriors th at everybody's heard about. another night th ere. week. w ho better to have it from than the mouth of the actual owner. You'll be flying l ondon to Beijing to start with and staying for three nights and doing th e most f amous places like the Forb idden City where the Emperors used to live..people who will spend £5. I think most cou ntries go through several phases in their tourism developmen t and hopefully.known city . packed with tourists. the weather's getting a bit warmer then i n t he north of China.. Then we go down to Shanghai for one night. I did n't re<:ognise you . And then f ro m Beijing we go by coach to a smaller city in the north ca Jled Chengde w hich is . but.it's on the west coast which is th e most prestigious .. there's no point in setting up a series of meetings because everybody gets delayed.. . the Temple of Heaven .k a specific question about a hotel. and they'll be making a num ber of marketing efforts and sales calls t o help them on.Tapescripts f) Promoting a Destination Li"tening 1 4 Interviewer: So w hat kind of people come to Barbados? Ann Trevor: It's a great spread . to save the rhin o. That means. And another thing.because you have a stand at most of them? Ann Trevor: We go to a majority of the big ones World Travel Market in the UK.. and a couple of hours on a train t o Suzhou which is know n as the Venice of the East because it' s a canal city and it's where a third of the silk is actually produced in China. but they're actually putting their own people on the road. And then go back to Shanghai. and the following day go down t o Guilin w hich is a very well . so it gives you a good introduction to China if you've never been there before. I can use Almond Beach V illage as an example of that.and at t hese e)(hibitions you can't do too m uch else. Interviewer: Yes.. You can 't deprive people of their interest in wanting to travel. It'll be quite pleasant in the south . and just time to stroll around . the ITB. in practical terms.look at th e preservation of the gorillas. and then bad: up to Guilin afterwards.. They've just lau nched a new hotel and had a river trip all the way down to the small town of Yangshuo w here there's an interesting market w hich sells wild CIlimais. but obviously they're th e t imes w hen ther e are going to be more people around . People now go o n holiday t o restore ancient monuments or clean up beaches.. and w e lunch at the Warriors and go on t o the Banpo Neolithic Vi1lage. There are schemes to protect wil dlife habitats in Kenya and Tanzania. the animals w ould have gone . so we really target the w hole range. but if it's not worthwhile we would n't do it anyway. It's really to establish . My name's Helen l ee and I'm going to describe the itinerary to you and tell you a litt!e bit about w hat you' ll be seeing. hopefully you'll have learnt a lot about China. in some places th e enviro nment . And irs famous for its gard ens so we go there too to see the gardens.more in the countryside than other places you'll be visiting . You came in t he other day about a trip to the to the wrfa-ce and rt's quite f ascinating to see that. for example. Your guide w ill actually leave you in Guilin. for its river. but really the best times to go are May to June and then in th e autumn. One of them is very reminiscen t of th e Potola Palace in lhasa. that people must respect the ru les and not damage fragile plants or go too near the penguins.. If any of th e trade wants t o as. th e local people not only share the income and foreign exchange gen erated by tourism but also use the amenities.it o nly takes an hou r. An d th en the final day. There's also an optional excursion you can take in the ev ening a press launch and some of our staff took part. Anywhere w e go obviously we' ll promote it and our sales team is out three times a week actually selling Barbados . sand and sex is not the one most people now want. And obviously we give out information and we have ground tour operators and hoteliers wi th us. veterinary programmes and so on . what can a tour operator do to make sure t hat touri sts don't destroy t he beauty of th e thing they came to see? Michael l eech : Well. And you never know . O K..

not in London this time but in San Francisco. I'll want to spend a few days there .we were furious. on to Chicago and then get on the Desert Wind for las Vegas. Needless to say. And then on the. make a note of the check-in times for the fl ig hts and so on and make out the tickets for you.. it's a bit pricey you know. This time we weren't on hol iday. g In the unlikely event of an emergency.. fly to Buffalo and then on to the Niagara Falls by coach. well. er . n Passengers are advised not to leave their luggage unattended . I've got a brochure here in f act. lad ies and gentlemen.30 p. but then after a w hile some people started to be singled out and disappeared towards passport control wi th relieved expressions.13 for London Victoria. no problem. Travel consullant: Fine. That means you pay haff the return fares on both routes added together. Friend: So you ellded up with a cheap holiday! M elanie: Cheaper perhaps.m. Trav~1 consultant: So I'll book you on the Desert ~Customer List eni ng Relations 5 Melani e: Well. member of staff w ho apologised for our delay and explained that they'd overbooked a seat from LA Travel consultant: Will you be wanting accommodation in las Vegas or Los Angeles? Susan: No. but there was v~ry littfe we could do. Trav~ 1 m Ladies and gentlemen. a pa~senger on British Airways flight BA 755 to Hong Kong.. spend some time there before going on to Las Vegas . I guess it's pretty easy to travel around New York. Travel con sultant: Hang on a m inute .. and the next day I was planning to go to Washington. Can I do this through you? Travel consultan t: Yes. didn't you? Susan: That's righ t and . and if you want to look around Ellis Island and liberty Island there are regular ferries. And. students. Anyway. Anyway.40 from Susan: Er .. passengers. then back to Buffalo and the plane to New York. Caplain Nolan and his crew would like to welcome you on board this airbus number 820 to Hamburg. bu t it was a catas trophic start and nearly ruined it comple tely.. pleas~ go to th~ Flight Information Desk? e The train arriving on platform four is the 10.. The maitre Office next to the duty free? d'hatel will be coming to your compartment in a fe w minutes' time to t ake orders for brunch.. yes. could you get me an Amtrak fifteen -day travel pass? Travel consultant: Sure. So we'll book those trains for you. I suppose the senior.. I'll draw up the itinerary for you. l ast time you mentioned something about an open-jaw ticket. about my trip to Niagara . Susan : OK. um . 7 Travel consultant: Oh. Well. you' ll Washington on the 7th you'd arrive in Chicago at 09. passengers should proceed to the with a lifejacket. an open-jaw . fine. Oliver . arriving in Las Vegas at 07. h muster station w here a member of crew w ill issue everyone Good morning. So that leaves at 07. Passengers are advised pre-flight ch ~cks are being carried out. we didn' t know that at the time. we'd arrived at Heathrow in good time for our scheduled flight for Dallas. and return on the 21st from San Francisco. With the stress on another! Melanie: Well. There's a guided boat tour and then you drive over to the Canadian side. 20 . I've looked at what's available and I've decided to take the Grayline one-day tour. stopping at Rochester. Hollywood.05 on 6th September..10 on the moming of the 8th and have until 15.. after several very angry telephone calls to the airline's Dallas office. I was thinking of visiting Ellis Island and of course the Empire State Building and . Friend: And that was the end of it? Melanie: No. Travel consultant Well. to arrive back at about 6. that doesn' t matter.. Vou don·t need to t ake the guided tours if you want to go around on your own. if you look to your right you can see the famous l eaning Tower. She told us it'd been impossible to allocate five seats together in anyone part of the plane and so we were to travel to the States on another airline.05 to have a look around Chicago. Travel consultant: OK. Departure will be delayed for approximately half an hour. When we got home I wrote a letter to the airline and in fact they refunded most of the fare. And j ust one more thing. There we'd be met at the airport and taken to a good hotel . Susan: Then (want to leave l as Vegas on the 12th for los Angeles. Tobago. they pick you up at the Sheraton and you go by coach to Newark Internat ional Airport. New York to Washington on the Capitol ltd. Susan: Well. instead of flying direct to Dallas. the boys were getting a bit impatient and w anted to get on the plane. all n ~a rest in Housto n. Could you tell me what . Travel consultant: OK. No. and so on and so I'd like to hire a car wh ile I'm there. o We're now approachi ng Pigeon Point. I We'll be flying over the Atlantic at thirty-five thousand feet.. So. c Mind the doors! d Would Mr Vince Chu ng. My uncle will be picking me up from the airport and putting me up f or a few days in Manhattan. here in the main squa r~. Chatham and Bromley South.a luxury hotel. nor anything abou t a hotel and connecting flight. Instead we were told to wait on one side. so that's the Desert Wind again for Los A ngeles.middle-aged couples. Do you still plan to start off in New . thanks. as we drive round the corner. yes.av~ 1 W ind to las Vegas via Denver and Salt l ake City. yeah. Well that's $290 and for that you have to pay in advance . and then. Travel consultant: OK. well . we were consultant: By Gr~yhound bus or by rail? Susan: Well. Would all foot passengers please proceed to the disembarkation point on B deck. no one knew why we w~re there. Susan: And then I'll need to reserve to San Francisco on the 17th. Are you sure your budget w ill run to that? Susan: Urn . late that night no one was there to meet us. But one thingit taught us a lesson Fri end : W hat's that? Melanie: To kick up a fuss. k We regret to announce that there is an industrial dispute on the Italian rail ways. w hen w e did arrive be Terminal Two. only to find th~t they weren·t willing to give us our seat numbers. Travel consultant: Good. a queue was developing . Friend.for the night and then shuttled back to the airport the next morning for the connecting flight to Dallas.(ork and come back via San Francisco? Susan: Fine.. Er . Susan: Great..States. .was only three and a half.that's our youngest . jf it's OK by you I'd like to sort out the fin al itlnerary_ I've rung up some of my friends and relatives over there and so I've pretty well worked Ol)t what I'JI be able to do wh ile I'm there.. quite fly out from Heathrow to Newark International and come back to London from San Francisco. 23 and arriv~s at 11 . Susan: And do I get my studen t discounts on those flights? Travel consultant: Yes. consultant: So if you took the 16. as the time of the flight approached.. f UK 700 to Edinburgh.. Friend: What did you think about thaP I don't suppose you were all that pleased.. Here we are. Eventually we were left standing there on our own! My husband was getting more and more impatient but then an officiouslooking lady came up to us with new tickets. Righ t. a couple of staff in suits appeared and eyed us all up and down. The only problem is that you'll have to hang around in Chicago for a f ew hours. therefore the transfer between tnnsbruck and Venice will be by C0<1ch .45 on the morning of the 10th.. we were final ly booked into a very shabby downtown motel and told that a taxi would pick us up at seven next morning. there are guided tours of the city but you can get around quite eaSily on the subway. The plane would leave in two hours and. Susan: Sorry? Travel consultant: The Capitol Ltd. It was very unpleasant really. the excursion to Niagara and of course the international flights. Melanie: Pleased . would take us to Houston.. So I'll set off on 1st September and fly to Newark. i Would Miss Andreas please report to the Purser's Good morning. T. And t hen we were addressed by the older. But I need to know your times and rou tes before 1can book everything. Susan: O K. I've been saving up for this and I rea lly don't want to miss out on seeing the Niagara Falls. All Amtrak trains have names. (fade) Listen ing 2 6 b a The next stop will fl ight . Travel cons ultant: Um . Susan: Right. I was told that the bus can be dangerous for young women travelling alone so I thought .. Do you need accommodation in New York? Susan. Susan. Travel consultant: And then your best route would be to tak~ the Capitol ltd. While I'm in los Angeles I want t o be able to see Disneyland. so on the 5th I'U take the day trip to Niagara and on the 6th l 'U take the train to Washington . You have a choice of . where passengers can disembark.or another. Susan: Right. well I know it's expensive but. they said . The same thing nearly happened again. it wasn't. it was three or four years ago when the boys were still very young.. I real J y need to cut down on costs ask them if t hey can put so I'm on economy class and that they were doing all they could to make sure that we'd hoping to be able to look up some old friends and be giv~n seats on this me up. families like us.

I th ink she'll be interest ed.:.if there are six wholesalers from Germany.2.what else? . p~ CE. There are 480 double rooms..e: . and th is is the sector we recommend you should invest in.. very rarely.·.and well -dressed. ludw ig: Aun~ to -eoe: )0 _ .. colour TV and .. at present we·re doing vcry well but w e're always trying to improve.tening 1 2 Kelly: HeIo. a 4DHotel Facilities Listening 9 Section 1 Interviewer: How do you actually cost the rooms in your hotel? Nick Patterson: Well.ncing all the baJis in the air at the xme tiJn.:.:(e myself? My name's KeUy COO!J6" 00. But. if you took thirty rooms.that is the area known as the West End .!e~ ::-::.I will cancel the rooms that he has not sold and he will be under no obligation to pay for those rooms. Friend: So it pays to be aggressive Melan ie: Yeah. can I have a special deal?'" But as.e~ zo J.it's a question of supply and demand Interviewer: $0 there the rooms are contracted for and the operator w ill pay for them whether or not they are actu. So I'll tell our Ch ief Executive that I've spoken to you... and that leaves every day from the Singapore World Trade Centre. the hotel complex consists of basic<llly chalet accommodation .. as you can sec from the documents in your folders.Ilocat ion.000 rooms for this summer . Section 4 Nick Patterson: So you see incoming tour operators to Britain have a much easier deal.first class..re . And. depending upon the importance of the contract to the hotel .7'~ '. As the demand for hot el accommodation has increased there has been a shortfall in supply of more priceconscious.'.. Wi thin the commercial sector then> are vario us subsections . where. 'se-: J:"1~. That takes about four and a halt hours.0 . ladi(..have been upgrad ing recently and have become correspondingly more expensive. o ther rooms for the 10 per ccnt business p. 100 rooms to sell 1' [1 give each agent fi fty a night because I know they won't fil [ them.and your name again is? Ludwig: ludwig Szeiler. Kelly: And what exactly do you have on offer? ludwig: Wel l.-t~ . And if they th ink some people look as if they w ill make a fuss they get preferen tial treatment. Let me give you my card Ke lly: Th<lnk you.plOgE mmes. forty-eight weeks a year" . the rate can be cither 8 per cent or up to 15 per cent Interviewer: And what other rates are there? Nick Patterson: Well..w e're giving them a straight 10 per cent and we subdivide that into special schemes as well . So we w ere looking pretty smart. First is the fact th. we would never tra vel w ith the airline again.a corporate rate and most hotefiers will try to hold that to a 10 per cent discount.. Kelly: It looks a very attractive site.:.. Scandinavia.paying bu>. the 15 per cent discount people...there are those that come in and will pay the published ta.o or four or six. Melanie: And we said . Kelly: I sec. Apparently a lot of tra vellers don't show up and the airline stands to lose money . and the Docklands development represents a unique opportunity for expansion. But in the summer. And that's a totally different way of contracting than the other way round.say 5.:J""l I·~ao(h.2.~-=-C2.riff. Thirdly.tc.'.3 = =e ::x2::-~ 121 . (fade) List ening urn. But there's another trick of the trade in Britain because we w ill then overbook.-:. And each chalet gives onto a cOllrtY<Hd which is named after a flower. w<. the conferenc!' 2. -:?2 r::2.not dub dass . and so they can sell them withou t reference to the hotel and simply post· notify us that Mr and Mrs Gonzales are coming.. . we[I. I mean some operators arc so small that they only have a freesale facility for h. t. most people do show up so they have problems."!:-.).:ness sector. there·s a daily ferry service from Mersing which can carry 200 peopl!': and also a catamaran service which takes about 250 passengers from Singapore.000 people at anyone time . because they say ·'we've got 100 people a week in the area who w ill stay wi th you for. polite . A nd we're offering special deals for retired people.1t there has been a shortage of suitable sites in London.. Secondly. not like your usual holidaymakers but more like VIPs. And in the resort itself we have lot of activities like scuba-d iving and snorkelling.. Friend: And they let you? Melanie: They sure did.wel agency rate.. G Selecting Locations Li s.-'"Sic. "Why are you full at this rate? Irs appalling.'· and so I have to do a balancing act and try to eradicate the cheaper business and slow ly build it back up to the more realistic room rate Sectio n 2 Interviewer: What sort of contacts do you have with foreign travel agents? Nick Patterson: W ell. And with the City so close it's also the main business area and short bee ::..le basis to the in-corning tour 2 operators but re tc!n rooms for our rack... Section 3 Nick Patterson: But the fore ign travel agents sending visitors to London and the UK rarely.. Fri end: Mm . so we allocate some rooms on a freesa. if you look in the brochure here. And we also have hotels in o ther part~ of Malaysia 'lnd Sri Lanka. There are those people who.-.and that's subject to negotiation ..boy did we complain. say. And so a party of fOllr might book and they w ill notify us that Senor and Senora Gonzales and two kids are coming and they will be entered into ou r reservation system. Kelly: Looks good. that's interesting because wholesale operators working out of this country and going to a place like Spain or elsewhere will contract a number of bedrooms .. contract in the same way.:::_--3: -: --:ere kloks very -Z.:.St:2.::r. YOLI real ly have to inv"'"'It ~'.:: . And so we were asked if we wouldn't mind travelling club class. and so a hotel w ith 300 bedrooms in London work s w ith 100 people w ith 1\'110 or three or tour rooms on fre~le . but normally there is a cancellation or release date so you w ill sell your thirty rooms.1II1" a confNC'ncc rate and there's a standard retail tr. It' s the Llsual situation .£::-= ~ fG..Y5 of b2. Britain and so on compe ting for this same block of rooms then the overseas hotelier can hold out for a higher price . the first part of the report deals wi th the siting of the proposed development. how is business going at the moment? ludwig: Well.and they' lf bargain very hard w ith the hotelier who will have to work out his own breakeven point and decide w hether there is enoug:h demand for his rooms to hold out for a bigger price. Can I give you my card .ie:. TO"'_'"'"5. they w ill come in and negotiate a price . for tropical . That sounds interesting... many hotels in the city centre . so if I've got Kelly: And how do you get there7 LudW ig: Well.25": Cl ~ l udwig: : ·s. a badminton and volleyball court and a karaoke lounge.5:. kept hanging around. And I saw a programme t he other day on TV and someone from a British carrier w as explaining how they cope wi t h overbooking.. .1l1y fill ed? Nick Patterson: Thal's right.a':tr2d.s and gentlemen. horse riding. - . but dearly. ooc ~ .\2EySla.. I'll have a word w ith our Ch ief Executive. three-star accommodation. and so on .nunL Toms in Sydney.rt TlOman . that's just the way it has developed. a mini bar. So they overbook their seat allocations. Mauritius. 'f"L ~? Kelly: TI--.. and we will know they still have twenty-six to sell. But there comes a cut-off point when those rooms are no longer available and so the hotelier is at the same tim e selling into other mukets. same thing. The obvious candidate is the Docklands area to the east of London . And wha t are the rooms like? Lud w ig: They're all very luxurious wi th private shower and a hair dryer. golf.. we will agree to hold a block of rooms and give the forei gn agent. ThNC ilfe t wo main reasons for this. I'm ludwig Szeiler. not so much aggressive as assertive .s -.oh yes. The English Tourist Board surveys show that it's abou t number 6 on the list of things to sec in London and it 'll probably develop as a tourist destination in its own right. because someone might come along and say " if you wish I can take 20 per cent of your total occupancy every night.1 dC'Stination we reckon irs because they w ant t o see colour and variety. "I' m full. swimming. jungle trekking and live entertainment in the evenings. told to wait in line and this time we complained . into ot her segments. thirty every night. . . a hotel manager I have to be careful because I might say to my boss. this area of london represents a uniq ue investment opportunity.. because sometimes the retail agent w ill book direct .pts on business..': h. It's Malaysian-owned and based in Kuala Lumpur. At the moment we' re putting in mooker rooms.riff and there are no discount5 involved. we have the commercial sector and t he leisure sector. In other words. so you' re part of the Berjaya group? ludwig: That's right. and about a third of these have an extra bed and so we can accommodate about 1 . Anyway.2.Ta pescr." and he might say . So w hen it happens the y watch check-in. we wanted compensation. etc. But three weeks out or four weeks out . um . a telephone.:.1. and the weekend traffic for 12 Speal<er 1: So.o4Op!e.. and t he Seychelles. Interviewer: W hy is that? Nick Patterson: Well. you 'd have to pay for the whole lot whether you'd filled them or not.:'"s . the rack ta.~ <=.--e. O t herwise we do ten flights a day on nineteen-seater biplanes belonging to BefJaya Air from Singapore Kelly: Oh.to the possibility of e'!S ::-r.--. say.z. We try to keep the gardens beautiful because if people corne to a tropi.alcir:g A_-s:r~ b.

000 lire. well. There's one here in English w hich is very useful. Hopefully..it's best to stick to the vaporetti. Tourist: O K. the kind of modernist viewpoint is very much with the archaeologists . smaller guided tours can go there. should have private bathroom and shower. The average visitor is unable to make a choice. The same goes for the bar and lounge area. But the best thing is probably for you to take one of these guidebooks so you can plan your own sightseeing depending on the kind of thing you're interested in. Touri st: Uhuh . Speaker 2: OK.this is on the North Quay of the West India Dock and we' ll be visiting it this afternoon.possibly wi th some kind of security system . What would be the mix of guests? Speaker 1: George. that's your speciality. It's an extremely popular place to stay. And w hat about places to eat? Can you recommend an especiall y good restaurant? Inform ation officer: Yes. as you will see in section 2 of the report we feel that you should aim for a 300 bedroom hotel in the three-star category so the guest rooms would obviously reflect that standard so . as we said before. So the quick visi tor sees just a few selected examples of the great civilisations of antiquity and not the proper museum where the individual visitor is not disturbed by these visitors. some temple statues. And this is Egypt for the quick visitor.er. Expert: Yes. not on ly to g UESts but to office workers and local residents. we'll try there. w hich is absolutely amazing. e Things To Do L i stening 10 Tourist: Hello . section 2. If you're interested in art it's especially convenient because it's just next door to the Palazzo Fortun i museum and a couple of minutes from the Accademia museum. other things we deal wi th are. And we'll display selected representati ve exhibits from the different museums starting with. war and left as a monumental ruin. concerts. Information officer: You're very welcome. w hich will be a major venue for sports events. Speaker 3: W hat about the location of the restaurant? Speaker 1: well. colour TV. well.a temple gate. um .4 d eals with the health and fi tness d ub and possibly a swimming pool. in the rest of the museum the atmosphere is qUieter and we can cater for smaller groups. It's funn y that the avant-garde.. because there's bound to be some noise from road traffiC. there's the Ponte Vecchio w hich is highly recommended.residents. it would seem that. So this is described in section 1.. I think if architects had 'always concentrated on reconstructing the past we would still be building pyramids. And we think that . Tourist: Well.. in-house video films.and the Ponte di Rialto. the Doge's Palace. is here on the Calle del Forno. W here is it? Information officer. Interviewer: Right. 4 Interviewer: And what will it look like when it's finished? Expert: W hen M useum Island is complete we plan to display only a very limited nu mber of exhibits and to keep on changing w hat there is to see so as to give frequent visi tors. Then the tour goes on with the Ishtar gate from Babylon as a representative example of the ancient Near East. or give tour groups continental breakfast as room service. which is actually very important because if you have club membership it could well be of considerable appeal. that sounds quite good.but they're pretty reasonable.ause they're horrendously expensive . Tourist: Right. of cou rre. we have to make the best of it. for instance.and also space for half a dozen coaches for the tour group business.. Speaker 2: Why so small? Speaker 1: Because most of the office sites have planned their own in -house conference and meeting facilities and. the conference room w hich should be really for quite small events. to distinguish between what is important and not so important. Art historians don·t think of it as the best piece of architecture in Berlin. it depends on the number of days . if you look at the map. Speaker 3: Fine.. surroun ded by monumental pieces of architecture . Intervi ewer: And w hat do you think? Expert: Personally. Or you could go to AI Mascaron on Calle lunga Santa Maria Formosa. Tourist: How much is it? Inform ation officer: I'm sorry. from our contacts with both tour operators and business houses. I would much prefer a dialogue between wes tern art of the late twentieth century AD and Egyptian art o f the twentieth century BC . given that Docklands is a secondary location. the rooms should be sound-proofed. . wel l if you're looking for relatively cheap accommodation you could try the Locanda Silva w hich.the Bridge of Sighs . and finally the facade of the castle of Mshatta as an example of Islamic architecture. We cannot change tourism for the masses. Speaker 2: Have you been able to identify a suitable sil e? Speaker 1: Yes. It's a kind of bed and breakfast and costs 60. say a maximum of ninety to 100 people. Information officer: OK. an obelisk. And there's the Ponte dei Sospiri .art historians tend to defend the reconstruction of the destroyed architectural heritage. ancient Egypt and the most famous piece in our museum. and we'll try to install on the island an intensive tour for these tourist groups with very limited time available for the museum visit. we've just arrived and we're planning on staying three or four days. so if you want a better class of hotel then you might like to look at the San Giorgio w hich costs 110. Speaker 4: Yes. and we were wondering if you could give us some advice about where we can stay and some of the things we should do while we're here .. the Neues M useum was built in 1850 and was a very odd mixture of architectural styles. Interviewer: So how can you help visitors to choose w hat they should see first and wha t they can leave until later on? Expert: For the six archaeological museums we'll try to separate the quick visitor groups. a permanent impetus to come back again and again. we'll also see the completion of the London Dome Project. conferences and so on.it's absolutely out-of-this· world. we surveyed other hotels in the region and found that there's an average mix of 58 per cent tourist demand and 42 per cent bUSi ness. Tourist: OK. so that perhaps brings us to the anticipated demand for the hotel. and do all the rooms have a bathroom? Information officer: Um . Then. the water buses.thank you very much for your help. you can't miss the Piazza San Marco and the Palazzo Ducale . So you would be well advised to use the con ference and banqueting facilities as an additional breakfast room. the bust of Nefertiti. 2. Could you tell us a bit about the water taxis? Information officer: If I were you I'd forget about the speedboat taxis bec.particularly well served by l ondon City Airport to which about 80 per cent of passengers are inbound. and especially the ci tizens of Berlin. It would be a shame if they didn't. What about things to do? Inform ation offi cer: Well . That's here on the Pescheria di Rialt o... those coming to the museum for half an hour/forty minutes maximum.000 lire a night. is it? Speaker 1: Yes. it would be more price sensitive than the West End and could therefore attract tour groups for whom the centre of London is too expensive.it's much more constructive and creative and interes ting. then we come to the market gate of Miletus from Asia Minor and the famous Pergamon altar. and well. such as the louvre for example. but there are wide variations as there are some that have a 75/25 business I tourist split and others with a 20/SO split. I don't like museums w here you show thousands and thousands of objects. it should reall y look out onto the ri ver to maximise its appeal for both residents and non. But.3. I can't tell you offhand. We're trying to renova te and preserve all that has been left standing of the original building but there are two choices: either we choose a modern contemporary architectural style in harmony wi th the still preserved parts of the ruin. do you speak English? Inform ation officer: Yes. we have to accept it. no. But aesthetically it's a problem. or in the new installations in the British Museum you have to walk enormous ~ Marketing the Past Li stening 1 J Interviewer: Could you tell us a little bit about the reconstruction of the museum here? Expert: Yes. As far as the restaurant is concerned you'd probably need about 150 covers and even that number may be too small at peak tim es. This could generate quite a substantial additional revenue for the hotel. If you get a tourist pass you can use them as often as you like. Tourist: Right. we've made enquiries with a number of agents and we've earmarked a sit e in the Port East development . it was bombed in the second worfd 122 . there w ill be conference centres in the area. how can J help you? Tourist Well. And communications with the rest o f London are good w ith the Docklands Ught Rail way and the Th<1mes River Bus. Um . and I think this is how we can deal w ith mass tourism. but it is an interesting earl y example of an ironwork construction. And another thing we feel is important is the provision o f a car park for about 100 cars . Try the spaghetti with lobster . Tha t one's here on the Calle della M andala. direct dial telephone and so on. or we reconstruct it as it used to be. so the rest of the museum is relatively empty. Personally I deplore that in huge museum designs.

I think we should give people what they have "eaHy come to see and then. Interviewer: What else can you do to attract potential clients? Agnes Johnson: Well . As you look at this section of the frieze you'll see -.....it's a quite honestly tedious process of t elesales. It's ~ to have been built soon after 180 8e by .-ere in fact a thunderou s proclamation of the s. ::-e giants..useum's greatest treasures. Zeus is to the ~ with his broad bare chest. we also have a lot of special events . If a client is looking for a conference cen tre they'll actually pick three hotels from the compu ter that match w hat the client wants.: has lost little of its original brilliance.. There's information about the hotel and a picture so they can go through and fi nd you and give you a call. So come . on the one side we·ve got the conferen ce agents we talk to and on the other side we go direct to the corporate clienl s. ~ oh I need t o book a conference next year" .the ::::r-:.. but." Pergamon was particularly famous for its $tG. and so it does a lot o f our hospitality and our advertising for us. talking wi th them. the green book and the blue book ..a5i of these lions please stop and turn round.would they consider using us for a conference.0Cl0 years . Even in ancient tim es this altar -as considered to be a wonder 01 the world.acular monument was built over 2.d keep going straight ahead down the long :-:nieIor you will fi nd the walls on either side ::erorated with a series of lions. Let me begin w ith the a:ar itself. ~ mm .Iories of Greek ~h o larsh ip and art and of the right ~ ?ergamon to see itself as the new A thens.some specialise in country house hotels like us.. once a mem ber of the group visi t has seen that part of the mu seum .! must come back as soon as I can and see the rest. The altar and its ~ . but we need to offer them incentives to use us .5 Eumenes II to commemorate a series of l'Ctories Q"".. the great altar from the ancient city of don't have to go out and get it. and they usually have a computer base so they have a good knowledge of all the venues . And that's what you find in selling any product. As the godd ess strides "':!.nore than one kilome tre between the Venus de Milo and the famous Mona Lisa or the famous Egyptian saibe of the Old Kin gdom and you have to walk through all the art galleries that you may no t want to Gil Business Travel Listening 7 Interviewer.. Within our advertising we use books like these.the phone book .nuous band of sculptured fi gure s t hat used to -. While you make your way over to the -.Tapescripts distances if you wan t to go from one famous exhibit :0 another.~ Lisuning 2 9 Guide: As you come into this first ro om. Carved in relief were over a -_~red life-size figures. then they may bring the client out to visit the hotels and then the client will make a decision based upon w hat he knows about them .r2 through the centre archway of the Miletus gate z::.ard she turns and with a serene but powerful -c'.the major one we do is a Shakespeare f estival which has been running for forty·five yeal"5 and we often do a thousand people a night.we pu bl icatio ns and in the Yellow Pages .so it's a lot of work.er Pergamon's long-standin g enemies the ~. by and large.. Interviewer: And what about advertisin g? Or do you rel y just on direct sales? Agnes Johnson : No. we also have to participate in advertising. most of them w ill book any sort of hotel and what happens is. asking them ~ you know .·estern Europe. You may have talked to a corporat e client six months ago and they may have said.ground information about the city in which this spe<t.2. It can take a long time. ~Oh.. w hat we try and do is get in there and try and be friends with most of the conference agentsthe better we get on with them the easier it is to sell t o them. of cold calling. . Interviewer: How m uch is the com mission? Agnes Johnson: We normally give them 8 per cent.-!h me now for another unexpected delight. make a display and tell people who come to the exhibitions about the hotel. he will sa)·.f)ture and what you see in this room t oday are =e remains of the greatest sculptural project that the ever produced.we also often attend exhibitions w here we'll put ourselves forwa rd.. some specialise in chain hotels bu t." and then you may find two years down the track they'll remember us and use us. he"s powerless AJthough the colour has gone from many of the :oiects in this room. let me . we could use you.:.. elcome you to the Pergamon museum and to the ~ounding monument for w hich this museum was _ . A thena !5:ne striding woman with the shield. for dinners perhaps. see at all. with the serpent of Athena coiled about his ::oCy. So how do you go about selling this particular venue? Agne s Johnson: Basically. A f air amount of our business also comes from telephone enquiries. They're bibles for people w ho organise conferences .assive flight of marble steps I'll give you a little :lad:.. 123 .most large companies will have a copy 50 it's vital that we be in there.-ement lifts the winged giant Alkyoneus by his -oil'. giving them our conference brochure... so down in our sales office we need to have people that can answer the telephone and know exacUy what the capabilities o f each room are and how we can negotiate our prices.. And other peo ple might come and see a play and think. The giant can only loosely clutch at her arm ~-. A similar struggle is shown in the frieze . just a few steps away there is ~er great monument from the ancient world ::-E. W hen you reach the . We also advertise in a lo t of smaller ~gamon. and there's a lot of companies out there w ho have requirements for meetings. I mean in the Louvre you have to walk . then they'll come out and visit each hotel. the way that we sell this venue here at The Manor is we contact conference agents. something that's going to attract people to use us.. Its a long and complicated. With all our guests it seems to go down like a house on fire. ~ ~.~ it is dominated by two standing figures. for conferences. But these sculptures are not only sym bolic T triumph in war they also represented the victory -7 Greek culture over barbarism. whether it be an additional commission or a special ra te f or the conference delegates. in England there are a number of agencies w ho w ill book conferences on behalf of companiesin England there's about 500 agencies operating. We can't just h ave sales people out and about because they can't cover the huge mass that ad vertising through the printed word can cover. on the whole...:: completely around the altar beginning and encing at these steps. so it's not the kind of thing that happens overnight. well not a complicated .. and what we need to do is to fin d out w ho they are and if they would use us. so 8 per cent of the charge goes to them for finding the conference.. some of whom had migrated not long before 07. Interviewer: Can you ever sell d irect? Agnes Johnson: Well. !f you can make your clients your friends you're going to be able to do business a lot better. illustrating the mythical :£tie between the Olympian gods and their rivals. goin g out knocking on doors of companies. we pay them commission because they've gone to all the trouble of finding the business f or us . If you . My name is Martin Leicester and I am :leighted to be your guide on this t our of the .

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) runway safari scheduled airline scheduled fligh t seasonal self-catering self-drive shuttle sightseeing skiing special interest holiday special offer stand-by (passenger) stay st opover surcharge tariff tax-free terminal terms and conditions theme park time slot time zone timeshare tour tourist board Tourist Information Centre transfer travel twin room upgrade valet service Window-shop winter sports h6telier pendant Ie vol service l'aJbergatore durante il volo. il '0'010 regolare di linea st<lgionale con usa di cucina senza autista la navetta il giro turistico.Ije nach Jahreszeit selbstversorgend fUr Selbstfahrer Pendeltransport Sightseeing. ta visita ai monumenti 10 sci la vacanza d'interesse speciale j'offerta speciale in stand-by a neuf compagnie ~ennt a~suranl des voIs reguliers vol regulier saisonnier (appartement) indcpendant voiture sans chauffeur navette visitcr/faire du tourisme ski vacances planmaBiger Flug. nOn impon ibile I'aerostazione. il tour I'ente turistico Centro Informazioni Turistiche iI transito. Moglichkeit au~rhalb a bard d'avion voyages de stimulation police d'assurance itineraire fatigue due au decalage horairc paquebot de grande ligne taux de remplissage d'avion reception vollong-courrier taux d'occupation aller simple option hors saison en partance voyage organise passager contrale des passeports pnme presentation de brochures reception remise station billet aller-retour aller-retour pistc d' envoi safari it viaggio d'incentivazione la polizza assicurativd t'itincrario il jet lag il transatlantico i fattori di carico la lobby il vola lungo rate it tasso di occupazione degli alberghi il biglietto di sola andata I'opzione fuori stagione in uscita viaggio 'tutto compreso' one-way ticket der Saison auslaufend Pauschalreise Passagier PaBkontrolle Pramie Stander/Regal fO r Werbematerial Empfang Renovierung urtaubsort Ruckfahrkarte Hin. Zwischenlandung Zuschlag Tarif zollfrei Terminal allgemeine Geschaftsbedingungen Freizeitpark Zeitschlitz. Hobby Sonderangebot Standby-Passagier Aufenthalt Zwischenstation. Unienflug Saison. la messa a nuovo il centro turistico. iI term inal termini e condizioni iJ parco tematico il tempo disponibile il fuso orario i1 timeshare il viaggio. la camera a due letti avanzamento di grade a deux lits meilleur classement iI servizio di guardaroba guardare Ie vetrine dei negozl gil sport invernali sports d'hiver 6 . E. in vola servizio durante II '0'010 Hotelier wahrend des Fluges Service wahrend d6 Fluges Reisen als Leistungszulage fur Personal Versicherungspolice Reiseroute Jet-lag Passagierschiff Lade-Faktoren EingangshalIe. il sovrappreuo la tariffa esentasse.Informationsburo Transit (eisen Zimmer mit zwei Einzelbetten Steigerung Reinigungsdienst einen Schauf ensterbummel machen Wintersport a theme promotion voyageur sur une lislc d'attente sejour halte surtaxe prix exonere d'imp6ts aerogare modaJites parc a theme/ pare d'attractions plage horaire fuseau horaire maison en multipropriete excursionlvisite guidce/circuit office de tourisme syndicat d'initiative transfererItransfert voyager chambre ster faire du leche-vltrines II soggiorno 1 0 scalo 11 ~pplemento di prezzo. il trasferimento viaggiare la camera doppia. Besichtigungen Skilaufen Urlaub je nach Interessengebiet.und Landebahn Safari Unjenflugg~lIschaft II passeggero il controllo passaporti 11 premia I'esposizione il riccvimento J'ammodernarnento.und Ruckreise Start. il luogo di soggiorno il biglietto di andata e ritomo il viaggio di and ala e ritorno la pista di decollo 0 di atterraggio il safari la compagnia aerea di linea il vola di linea. Foyer Langstreckenftug Belegungsrate einfache Fahrkarte Wahl. Zeilspanne Zeitzone Timeshare Tour Fremdenverkehrsverein Touristen.hotel ier in-flight in-flight service incentive travel insurance policy itinerary jet lag liner load factors lobby long-haul flight occupancy option out-at-season outbound package tour passenger passport control premi um racking reception refurbishment resort return ticket round trip (Am.

2.Jeplva on6p s. OTOj.-e-:. . pocic:jg zwiedzanie jazda na nartach wakacje specjalislyczne olerta specjalna stand-by ~Iorsuz kiralanan servis otobusu. XPOVlKrl 011YIJrl ~wvrr wpo<:.'>2 Ce-ntrum 1Ir.:u prac:od.-s'E. ElOTlTTiPIO IJOvTiC...JIO m iOK£l!JTj o~lo9EOTWV oKi DIOKont<..Jc ouo j. 1510I3oT'lpiwv OOql6AlOTPO 9TiKC~ OlOqlrUJtOT1KWV qluMooiwv unoOoXrl OVOKoivrrOTJ KOTOqlUV\O £lCln'tPlO £ ntOTPO<f>ft<.a:.2' servisi do1a¥1'l3. I=~ :oqc'" c: ogl~ "'"fS~:. ai90uoo ovoj.. uCak pisti salari larileli hava YOllan tarifeli seier sezonluk.C. oIcUOu toge poby1 przerwa w podro.Tpiv£C.~kIi 1a.Jovt')<:.}"'s~)'CZt'Ie. ziyarel suresi konaklama.su sire·.\11'1 ayn. nn')orr j. . obstuga. CIOln'rPlO j.'b-.a- 127 . nopEioc.J£ £mOTPO<Pft (5p6\Jo<:. mala krediyi deltere kaydetmeme tarile vergisi z ucak lerminali §artlar konulu eglence parkl zaman dilimi arz derecesir.JjJri npoypOlJj. yolculuk kilabl. OUTOVOlJfl OIOTpa.walacwanie I JTlc. t~oOo 'ljJEPTlOlO<:..Jov6 KpEI3Jkmo ovo(3691J10Tl uTlTJP£Oio otlljJoTiou YUPVQtIl n. lJ(. 1 31. . l: dwr..cs. C101KOU !:V010qltpOVTO<:.. mevsimlik posilltirr. .ilV n CpniYTJOTl TOUP1OTlKI'j emTpo nrj KtV1PO TouptOTlIHlIV nA'lP0<+l0P1WV j.JETO<pOPO . lobi uzak mesale ucu~u oda doluluk oranl yalnlz gidi~ bilel! s~ nek ..JOvr.TOqlOPO O£ O£POOpOj.t:. gezme. uC u~ esnasmda uCu~ Slrasmda sunulan hizmetler ba~anh personeli OdOliendirme yolculugu. AOYW !3apou<:. £KTO<:..hiorrn "..... OIOjJOvr. .r.: ~"-. OloiSpolJr. OOqlOPI npoypotJjJOTlo\Jtvrr O£Poypoj.a:::j . misalir kabultoreni yenileme gezin!i yerleri donu~ bileti gidi~-donu~ yolculugu £A£y XO<:..J0T11j.<. vitrin bakma ..::. OIOKont<:. .JOTl~tvrr Tpe~(j. U(ak yoIcukJOut'da.--r 0tIl1-l0TlO j. O£ olOKont<:. statek oceaniczny wsp6tczynnik zaj~losci miejsc hall 10ly dalekiego zasifi!Q u wsp6lczynnik zaj~tosci bilel w jednlt S lrom~ rezerwac}a wymagajqca potwierdzenia poza sezonem l am (0 kierunku jazdy) zorganizowana . nn'\OTJ EnoXlOKO<:.~rodt Z& otel yoneticisi/sahibi.JOKpa<:.?-:r. SCII'II"a 'beden $U({nin bcZulmaSI. przYi~ie (party) odnowienie uzdrowiskO bilet powrotny pooro! tam i z powrolem pas startowy safari reguJarna linia loln icza regularny 101 sezonowy za. gorOlecek yerleri ziyare t elme kayak yapma ozef ilgi amaclilalil indirimli liyatlar bekfeme fistesi kalma. OOl~OV ononA£tIlv nEplo&lo n OKCTou EmIktT'l~ lercih sezon dl~l memlekel dl§lna selere C1kan..ycieczka pasaier kontrola paszportow sktadka ubezpieczeniowa pOlka recepcja (reception).>IarKI)~~ ffM rjn:esi m:plopl0jJO( mTiorr<:.. OEp06p0j..eie l1loa:5~eczko odcine< cza:. nAoio YPOjJjJrl<:. kendin pi~ir kendin ye wlasny transport (dojazd) autobus.. _w:_ podr6zCM"'=': pok6.Jiou opm KOl OUV9rlKE<.CI~ ~1 r. yataldl oda Od.iadcze'""l€ . ql6po oT091l0<.flOTJ TopiqlO XtIlpi<.hotelero en vuelo servicio a bordo viaje incentivo paliza de seguros itinerario desfase horario transatlantico 1actores de carga ves tibu la vuelo de larga distancia tarita de alojamiento billete de ida opeion fuera de tem porada salida/partida viaje organizado pasajero control de pasaportes prima de seguro estan\e recepeion renovaclon centro tunstico billete de ida y vuelta viaje de ida y vuelta escapado safari linea aerea programada vuelo programado estacional seltcatering sin chofer servicio de enlace visitar lugares de interes esquiar vacaciones de interes especial oferta especial en espera estancia parada aplicar un recargo tarifa sin impuestos terminal h!rminos y condiciones parque tematico cscala de tiempo zona horaria multipropiedad glra o ficina de turismo Centro de Informacion y Turismo transbordo v lajar habitacion doble ascenso/aumento/mejora servicio de planchado mirar escaparates deportcs de inviern o holelarz podczas lolu uslugi podczas lolu wakacjtl opIacone pr.a~-a devremUlk ~ " 9tPCTPO noMwv lOIOKTIlTI..JO npOOOUE..iy doptata taryfa bez podatku terminal warun . potisa ubezpieczeniowa Irasa (wycieczki) zm~zenie sigorta poliCest kllavuz programl..C.cf . • ~ sporty~ iyi bit hizmel slmlm8 geci1mesi :=-.. naPKO ovoiJJuxr. tra os'e! r.JaToc.-. £I01Kri npOOqlOpO ovojJoVTi empaTfl OIOj. wywolane dtugim lolem wpo..lllrroic·~ ~nia IransaUantik bJeI \. X£lj.I-IETOqltpw TO~l&UtIl ... KOTO TflV nTTlorr E~unflptTIlorr KoTO TIlv nTTiorr OtaKont. OUVOTOT11TO EKAOYI']C.~ _<=.:z. toplu gezi yolcu pasaport kontrolO prim rekJam rallan resepsiyon...pi) OUTOVOIJ£<:.e g5te resmi $33. Kivn TPO OoqlOAtcm'lptO opojJoMV\o Ev6XATJorr Myw OtOqlopa. wyd~prec.'" lu< turizm bOrosu Turisl Danl~ma Merkezi aklarma yolculuk elmek .. ~EvoMxo<:. ::-a.

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