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 e 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 ACCOUSTI-
GUIDE (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 NET, Vol 6, No 1 (1994) .
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.
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.
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.

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:
• the effects of tourism on the environment.
how hotels are managed.
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
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.
'mg
-<"""F--=.._ -g activities present realistic and motivating situations
.-~ you can practise the language you have studied. You
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
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.
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.
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.
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 .
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.

The cassette recordi ngs in cl ude conve rsatio ns and discussions We very much hope you will enjoy using English for International
betw~ e n experts in the t ou ri sm t rade. British, American,
Tourism .
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 Miriam Jacob Peter Strull
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.

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
 Itinerary
Unit Setting Professional activiti es Languag e Directory of texts
1 Travel agencies and tour
operators
• giving holiday information Language Focus: compound nouns Conversations with customers
0
Types of • talking about holiday Vocabulary: types of holid:!
Holiday experiences prices
Letters about golfing holidays IT]
• writing and responding to compound <!::dj;cj-. es
page 6 with nu mbe~
letters of enquiry
Speechwork: word stress

2
A Career in
Recruitment and job
hunting
• writing CVs and covering
letters
Language Focus: simple /coo::! "' _ '1:"_"5.
verb f orms
Job descriptions
0
Tourism • taking part in job int erviews Vocabulary: remunerabor
How to write a CV [JJ
formal and . ~~,
page 12 languag~
The write way to find a job IT]
Speechwork" stress in vo"ofcs :--:::: - S
CVs IT]
in -ate, . jc a..-.:: -2: ~ Recruitment advertisements [JJ
letters of application [JJ
3 Tourism organisations and
tourist boards
• note-taking Language Focus: past simiXE :..-:se-:
perfect s;m=-e
Definitions of tourism 0
Trends in • writing a summary based on
Tourism notes Vocabulary: definitions if :.:L.- -S-
Summer holiday
0
page 18 • giving a short presentation types and ~~ ::-
De\<elopmen t of tourism in
SIngapore
0
from notes travel
• talking and w riting about speechwork: past verb =.:r--!E - Summer holiday [JJ
modern -day developments ·ed

4
Where People
Tourist boards, tour
operators, Tourist
• working with figures Language Focus: the denr :: ~"XE
BritishlA:-;ercr
Americans in Europe
0
• designing a questionnaire and Vocabulary:
Go Information Centres (TICs), carrying o ut a survey usage
A tale of two citi es [JJ
page 24
and travel agents
• giving information from a Speech work: the sch....... ,
chart reading ~€,_'1""'!5 3O;C.

• reporting on the nature and

value of tourism in a country

5 Travel agencies • telephoning Language Focus: askjngc-~ -elephone calls

0
tagq ft~,,~
Travel Agents • taking bookings and filling in
page 30
booking forms Vocabulary: phr~ .~...s....se: -
.; holiday booking
0
• asking for and confirming
phone ;;ats 3oo(ing forms
OJ
inf ormation
Speechwork:
payr:;e-: ~""'!5
the c..7.a:r':
=xrract from a training manual rn
• wri ting letters of confirmation
intc:r.a:o- r ~
• w riting a set of instructions: into-.c:=o- r- =¥
payment procedures qu.es:o"5

Scenario 1 Tr.<,'.ref '6enOes and tour • reading brochures Revision ~,Ind ia IT]
Advi~ng a
Client
oper2.:~
I • giving information an d advice
• helping clients make choices
S:=~mboat, Colorado, USA [JJ
page 36 • writing letters at
recom mendation

6
. Tour t:IpIY.a:o-s 2:": • writing reports language Focus ==- .;. ::;.anning meeting
0
Tour hoteliefs -e,;:
• planning a package tour Vocabulary:
Operators
-c:~ contracting [JJ
• negotiati ng an agreement Speechwort<:
• -;;on the welcome is fros ty
0
page 38 • writing a letter of confirmation
...
-.:=o!

7
Promoting it
Tour ist~llS • identifying strengths and
v.eeknesses of a country
Language Foc --
-L.-
~"7\Oti ng Barbados as a
:o..m. destination
0
Destination • aescribing ways of promoting
2: area
Vocabulary: - - - ----clTl. ~ t rip to China
0
page 44
• AT:bl1g promotional materials =--."..., =-~' s strengths and [JJ
~ses
• Ot3CJ'1bing an itinerary I~,

• :n5eI1!ations: reporting on ,a Speech....'Cr'<..

~-iianse.tion trip

8 Ecological a.,-JI; ~ g part in public meetings lan gueg,"~

--- ~eiand Encounter

0
.~

Responsible
Touri!.m
issues
National u..: .cc.=..
govemmen:
· ~ 6 press releases VOC2..btk..- -
~ tou rism [JJ
page 50 Environmen:a. z:-:: Speecrr ~.

agencies

4
 Unit Setting Professional activities Language I Directory of texts

9 All tourism providers • mapping an itinerary Language Focus two- part verbs Susan's trip to the USA
0
"'!"ransport Vocabulary: transport
• writing a fax: improving airport
passenger handling facilities Speechwork word boundaries
Rapid speech
0
!)age 56
• making recommendations to a
Passenger care
CD
tourist board
i
10 Customer relations • dealing with complaints Language Focus· infinitive or gerund Melanie Flowers
0
Customer
=i.elations
departments
I • writing letters of apology
• w ritin g letters confirming
Vocabu lary· prefixes
adjectives describing
I Unfortunate incidents in a
travel agency
D
o.age 6 2 agreements personality
Speechwork: contrastive stress
When it pays to complain OJ
Feedback questionnaire 0
Scenario 2 Tour operator's customer • reading correspondence: Revision Letters and faxes of complaint 0
-andling: a relations department letters, memos and fa.lles
CcnpJaint • dealing with a claim for
Memos
OJ
compen~tion
:2.ge 68
• writing Jetters to dissatisfied
customers
I !
'1
-etel Facilities
I Hotels • replying to letters of enquiry
• negotiat ing bookings for
Language Focus: types of adjective
order of adjectives
Fixing rates: different racking
systems
0
conferences and groups
:age 70
• w ritin g letters of confirmation
Vocabulary: hotel facilities T ommaso Zanzettol
Richard Williams
D
collocations w ith and
• w riting memos Speechwork: stress in compound I Letters from hoteliers OJ
• describing hotel facil ities adjectives I
'2 Hotels. trade fairs. tour
operators
• wciting fm' giving infoemation I Language Focus conjunctions
Vocabulary: formal and informal
A ustral Tours
0
5e-.ecting
~ X2~ns
• t aking part In a meeting to
decide on th e viability of a new language
The Far East Invest ment Group
0
:o!g-: 76
venture Speechwork : pronunciation of
Docklands D
• w riting a report the letter i
• choOSing a site for a hotel
• w riting promotional material
I
3 Tourist Information
Centres
• writing a tourist information
leaflet
Language Focus: conditionals TIC Venice
0
-- ~gs to Do Vocabulary: 'poru Leisure pursuits in New
OJ
• w ritin g and recording an Speechwork: pausing Hampshire
- -51:'82
answerphonc message
• giving tou rists advice and
suggestions on tourist
attractions
I

". GUided tours • describing museum exhibits

and monuments
Language Focus· relative clauses The Neues Museum , Berl in
0
eting
-.e'"", • w riting notices
• giving a guided tour
Vocabulary:

Speechwork:
museum exhibits
and monuments
pausing, stre5S and
II Tour of th e Pergamon
Museum, Berlin
0
~-=-e8&
pitch I T he Lou vre, Paris
0
I
5
. ..$p.:-ss
Hotels, airlines, conference
organisers
• describing conference facilit ies Language Focus· possibllity and
certainty
The Manor Hotel
0
- oii."'Ci
• negotiating rat es
• promoting conference ven ues Vocabu lary: conference I Promotion t o the rank of Flyer [I]
First Class
~94 • telephone selling
Speechwork:
equipment
sound and spelling:
I
• writing promotional letters silent letters II
word stress in
homographs
I,
5.:.enario 3 Tour and resort • designing a programme Revision Resort information 0 1
: ganising representatives of e.llcursiom
~ -:-..If~ons

A.5e 100
I
:COOpwork/Pairwork B Texts 102 Tapescripts 11 6 W ord List 124

=
o
= Read ing text
= Listening text
 •
Types
of Holiday

Dealing wi th trade and customer enqu iries

Preview
How many different kinds of holiday can you think of?
3 Join the phrases in the two sections a-g and 1-7 to make
Work with a partner and compare your lists.
complete holiday descriptions.
a A city break in Moscow
Vocabulary 1
b A three- week expedition to Greenland
2 Put the words (1-9) into the appropriate spaces.
C A five- day stay in a purpose-bu ilt chalet
1 wi nter sports 4 safari 7 adventure
2 self- cateri ng d Two weeks on an ocean liner
5 cru ise 8 package tour
3 special interest 6 weeke nd break 9 homestay e A month 's holiday in a mobile home
A bed-and-breakfast stay
a a relaxing ..... holiday w ith old-fashioned hospitality on a
family farm 9 A trip to Di sney World

b a month's .. .... holiday lost in the Amazon rain forest to study the geology, flora and fauna
c a fortn ight's ... holiday for the family in a rented Swiss 2 in a caravan park in sun ny Biarritz
chalet
3 at one of the Center Parcs holiday villages in Britain, France or
d a ten-day . ... . to Thailand, includ ing flights, deluxe hotels and Hol land
visits to the Sukhothai national park and the pagodas at
4 with t wo nights at the Metropol hotel and tickets for the
•Ayutthaya Bolshoi
e a two-week .. .... in the Baltic Sea aboard the lUXUry lin er 5 including a three-day stopove r in Tah iti
Argenta
6 with free accommodation in a condo in Orlando
a(n) ...... holiday ski in g on the slopes of the Pyrenees
7 in a comfortable guest house near Th e Black Forest
9 a(n) ...... in Amsterdam to visit the Rijksmuseum and be back
in time for work on Monday
4 What types of holiday are those in exercise 3? Choose
h a stay in Mombasa combined w ith a(n) . .... in the famous
categories from the list in exercise 2 or add your own.
Tsavo game park

a(n) ...... holiday, excavating Aztec temples or learn in g English 5 How would you describe the holidays in exercise 3? Choose
in London from the list in the box below and justify your choice.

frightening relaxing for the family

exhausting cultural once-in-a -lifetime
entertaining romantic adventurous
 o Types of Holiday

Listening
6 Listen to four conversations in a travel agency and match the
customers to the advertisements.

DISCOVER MOSCOW 'J'lu World of Children; Fontmy

CA SA BLANCA
Morocco
The Ued Square, the Kremlin . LAPLAND
St Basil's Cath edral .. at give-away prices.
I N S E ARCH OF SANTA CLAUS
Flights oJ' Boeingjels and Concord;!
a/ unheatable prius

Place s limited.

R enaissance
Cd away from il all FLORENCE
A luxury holiday at all affordable priu. 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
Derails inside. E NQU IR E WITHI N .

Vocabulary 2
Prices
7 Fin p the words in the advertisements that refer to the prices 8 Write the word s from the box a long a line like the one
of the holidays. Then listen again and list the words that talk below, going from the cheapest to th e most expens ive.
abo ut pri ce.

a bit pricey reasonable dear exorbitant prohibit ive

at rock-bottom prices economical costly free of charge

cheap expensive
.... ---
~ Work with a partner and discuss these questions.
;: Where wou ld you consider it econo mical/ reasonable/ c What are the disadvan tages of holidays at rock-bottom prices?
exorbit ant to go for a holiday? d W hich of t he holidays in the t ravel agent's wi nd ow would
:l W hat ki nd of tourist activities in yo ur area are free of ch arge? appeal to you?
e W hat wo uld you consider to be the holiday of a lifetime?

7
 Language FocLls
Compound nouns Apostrophe 5
In Engli sh we can use nouns as adjectives. For example : The '5 or 5' can be used in expressio ns of time w it h numbe rs:
water sports adventure holiday caravan park an hour's drive f rom a month's holiday
the airport in Hungary
The fi rst word fun ctions as the adjective and answers t he
question What kind of> two days' journey five minutes' w alk
The relatio nsh ip bet ween t he t wo noun s can be of many
kinds, in cluding:
BUT in expressio ns begi nning w ith a, the, or a possessive and
Place mountain slopes, city centre followed by a number, t he f irst noun is singular. For example:

Time summer holiday, weekend break The to ur inclu des a two-day exped ition to the caves.
The th ree-day train journey was bo ring .
Fun ction golf course, swimming pool
His thirty-mile hike over the mountain s left
Material paper bag. iron bridge him ex haust ed.

So metimes t hree o r more words are combined :

Tourist Information Centre air traffic control
business travel expenditure winter sports holiday
premium

Practice
M atch the nouns in A and B. A speciali st lecturer acco mpanies each cruise w hich lasts
A B seventeen days.

A speciali st lecturer accompanies each seve nteen-day

t heme city
cru ise.
hotel book
boat sports a It t akes tw o hours t o dri ve to the ai rport.

incent ive reso rt b The journ ey to th e centre of Lo ndon takes forty-five

g ui de travel minutes.
water trip
c Th e excu rsion incl udes a meal with three cou rses at a
capital accom modation
gourm et restaurant.
health park
d You can visit t he vin eyard, w hi ch ext ends over two
hundred hectares.
.2 Work in groups. 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.
holiday accommodation package holiday
From Santi ago t o San Francisco there's a f reeway with
fo ur lanes.
3 Rewrite these sentences without changing the meaning.
For example: 9 A guide acco mpanies all tou rs scheduled for f ive days .

It takes f ive minu tes t o walk from th e hotel to the
beach.
It's a f ive -m in ute walk f rom th e hotel to the beach.
h They have produced a f ilm, wh ich last s twenty minutes,
on the A mm assali k region of East Greenland.
Th eir ex ped it io n, w hi ch t oo k six months, nearly met w ith
disaster.
 o Types of Holiday

Speechwork
ord stress
: Say these words.

••
costly
2 ••
appeal
3 •••

romantic
4 ••••

affordab le
5 ••••

situation

ord st ress is very important because if you pl ace the stress

When you note down a new word it 's

.--.-
the wro ng syllable, other people wil l find it diffic ult to
a good idea to inclurle the stress:
_-::erstand you .
vad the following words aloud and classify them according bargai n
e stress patterns above. cathedral
adventure enqu ire expedition
-eiaXing Japan about exceptional - •••
_-beatable Britain safari
hospitality - - . --
Cairo photographer fo rest
=-5ain prohibitive cancellation
_-gfe package Arctic

......sten and check your pronunciation.

Speaking
Draw a grid like the one be low.
Fill in the details of the best holiday you have ever had.
Then interview some other members of the class .
Who had t he most exciting ho li day? The best va lue for
money?

Name Me Miria m Gillian

Duration 2_ 2_ 3-<s

• Destination N. Spain Scotland C.mmlOn

Type of holiday Tourif'\3 Sdf·catering Famifiarisation trip

How organised By rt1y3df By us G<vemmmt

Means of trans port C.r ear + Boat f1ane. car.limc\lSttle

Activities Siqhteeeing & eating Sa;ling, <ating, .,;ghteeeing, walong Siqhteeeing, culUJr.31 ~s;ts

Value for mon ey Terribl e! Great E=lb-TtI

9
 Reading
12 Read these statements about busin ess letters in English. 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. e The abbreviation Ms is used to write to women w hen you do
b It is co rrect to w ri te Dear Mister when beginn in g a lette r. not know or do not wan t to refer to their marital status.

c In the United States 1st April 1999 can be abbreviated to 4.1.99.
d When w riting a letter to the USA you can begin it with
Gentlemen:.
It is rarely appropriat e to use contractions (I'll, don't, isn't)
when writi ng letters.
g If you begin a lette r w ith Dear Mr Grant yo u should en d with
Yours faithfully.

13 Read th e letter on the left. 14 Read th e reply on the ri ght.

Why is Mrs M cSweeney w rit in g? W hat inform ati on does What information is missing?
she requi re?

44 Cedar Avenue
London
N31SR
Skyways Holidays
Publica tions Manager Mrs McS\"Jeeney
Atlantic House 44 Cedar Avenue
Haze/wick Avenue London
Haywards Heath N31SR

West Sussex 6 November 199

HH101NP
Dear Mrs McSweeney
30 October 199
I am delighted to enclose a Skyways Holidays Golf brochure for nelCt season.
Dear Sir or Madam This brochure offers the widest selection of golf holidays available today. Choose
between a holiday near to home in Portugal, Spain or Madeira, or fly further afield
As an enthusiastic golfer I am very interested in combining a to exotic destinations such as the Caribbean. the USA, Kenya or even Thailand .
holiday abroad w i th the opportunity to receive expert tuition Free Skyways UK Flights to Heathrow or Gatwick are available to connect with
and improve my handicap. many hol idays, and you will lind a host of bonus offers at selected hotels
throughout the brochure. With guaranteed no surcharges, you C<ln be sure of .~
I would be grateful if you could send me a brochure on value fo r money. I do hope that this new brochure will help you find the holiday :-
special interest golfing holidays, together with details of your choice. Our specialist Golf Reservations Team on 01293 487725 will be
transport, accommodation and any special delighted to help you with your booking. or alternatively visit your local ABT A
out-of-season offers. Travel Agent or Skyways Travel Shop. If you have any specific questions. pleas::;.
call our Golf Advice Helpline on 01293 890572.
We look fOl)vard 10 welcoming you on a Sky-Nays Holiday soon.
Thank you in advance. { look forward to hearing from you in
the near future. Yours sincerely,

Yours faithfully

t{!«8tcJ Avril Sinclair

Golf Manager

Heather McSweeney (Mrs) PS Our Golf Reservation Team on 01293 487725 will be happy to check
a....ai lability all any holiday for yOu .
 o Types of Holiday

firing
-" tier of enquiry
~d the instructions below and write a letter of enquiry.
::::;n.e the letter to your teacher who will deliver it to a nother
nember of the class.

:(J are Ameri can. You are planning a t ri p t o Europe this Before you begin, decide on the fo llowing:
mer and you are thi nkin g of takin g a tourin g holiday in a w ho yo u are
;"-=..""ce. b yo ur age
~ French government tourist office has given yo u an e yo ur marital status
..xlress to write to: d jf you w ill be travelling alone or w it h others
OPA TOURS e if with others, who they will be.
- - 1 Newbern Avenue Your address is 6 11 E. Franklin Street, Richmond,
edford Virginia 23219.
assachuse tls 02 155 If necessary. refer to the Writing Tips below.

discounts that may be available.

Mlen yo u rece ive a letter of enquiry use the inform ation

page 102 to write the reply,

Making an enquiry Replying to an enquiry

KISS - K EEP IT SHORT AND SIMPLE. KISS - K EE P IT SH ORT AND SIMPLE .

• Explain clearly what information you w ish to receive. • Answer all the questions.
• Say why you need it. Give t he client all the information he/she needs to make
• Use a separate paragraph for each req uest. a booki ng.
Use simple rather than complex sen ten ces. Be friendly and positive.
Delete unnecessary detail. • Use a separate paragraph for each response to a question.
Use simple rather than comp lex sentences.
Delete unnecessary detail.

Useful language Useful language

I am writing to enquire about.
I was interested in your advertisement in .
I would be grate ful if you could, ..
I look forward to hearing from you soon.
Thank you for your letterlfax of (date) ,
In reply to your letterlfax of (date) .
We specialise in catering for ...
Please find enclosed ..
If you need any further help or information please do
not hesitate to contact us.
I look forward to hearing from you.

Follow-up
- ... possi ble, look up the address of an Eng lish- speaking touri st requesting information about a holiday you might like to go
~rd or a tour operator with offices in the UK, the USA, on or prom ote.
Canada, Australia, Ireland or New Zealand and write to them

11
 •
A Career
in Tourism
Applyi ng fo r jobs

Preview
Work in groups. Make a list of job titles in the
tourism sector.
Compare your list with those of other groups.
2 Work with a partner. Choose two jobs and list the
activities they involve.

Listening
03 listen to six people talking about their jobs. '-1:_......... 2
Match the people to their job titles.
a Prod uct manager b Conference coordinator
c Trainee hotel manager d Travel consultant
e Cabin attendant Business travel consultan t

Language Focus
Simplelconlinuous verb forms
Look at these pairs of sentences and answer the questions:
1 a I work for Exotic Tours.
Is this a temporary or permanent situation?
b I'm working for Exotic Tours.
Is this a temporary or permanent situation?
2 a We fly to Dubai on Fridays.
15 this a regular event or a plan?
b We're flying to Dubai on Friday.
Is this a regular event or a plan?
3 a The 4 p.m. shuttle is leaving.
What time is it?
b The next shuttle leaves at 4 p.m.
What time is it?
4 a She's been working as a hostess.
Does she sWI work as a hostess?
b She's worked as a hostess.
Does she sWI work as a hostess?
5 a When you phoned I was speaking to the manager.
Did the phone call interrupt the conversation?
b When you phoned I spoke to the manager.
Did the phone call interrupt the conversation?
Practice
Read this extract from an interview in which a woman is
talking about her career. Put the verbs in brackets into
the correct tense. Then work with a partner and compare
your choices.
'1 (have) ...... three jobs in my Life so for. I
(start) ...... as dn Overseas Representative in
Yimisia, Greece and Austria, and thm I (work)
...... as an Assistallt Resort Manager for two years
in Turkey. I (head) ...... for promotion when I
(decide) ...... to leave in order to start a fomily.
Anyway, now I'm back in work and for the last six
months I (work) ...... flj It COlltracts E~ecutive so
usually I (spend) ...... It lot oftime with hotel
managers and (llegotiate) ... .. . contracts for hotel
room,. alld services. On top ofthat I (select). .....
new resorts and locations.
At the moment, I've got a trainee with me who
(do) ...... some research into "
2 What is your occupation?
What does it involve?
Are you working on any particular project at the moment?

Speaking 1
Applying for Jobs
6 Work w ith a partner. Stud ent A read the articl e " How to
_ Work in g roups. Discuss these questions.
Write a CV" below, Student B read the article " Th e Write
_ 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) - in the USA called a resume - and a
covering letter. Th ese documents are very important because
they are the first impression you g ive .
Work in groups. Read the statements about CVs and
covering letters. On the bas is of your know ledge and
experience, decide if yo u agree with them .
:! A curricu lum vitae is more acceptable if it is hand-written.
HOW TO WRITE A CV
= A covering letter should be hand-written.
You shou ld always include a photograph.
: The longer a CV is the better.
:: A CV shoul d li st experience in chronological order.
~ It's best to explain foreign qualifications and give an
app roxi mate equivalent in the country to wh ich you are
applying.
= There is no point in mentioning outside activities, hobbies, etc .
- each CV should be customised for th e job you are applying for.
Perfect prose isn't expected; note form is perfectly
acceptable .
Use space constructively; don't mention failures or irrelevant
experience.
Don't include your previous salary or salary expectations,
unle;s requested.
Yo u can lie on a CV: they'll never f ind out anyway.
ny gaps in the dates sho uld be explained.
- It's best not to send t he CV by fax unless requested to do so.
Always make a follow -up phone call a few days after sending
off your CV.
e A Career in Tourism
Reading
CVs
Way to Find a Job" on page 103.
STUDENT A
Tell your partn er what recommendations " How to Write a
CV" makes about:
personal inform ati on and expe rience.
layout, language and style.
Which of the fifteen points (a-o) in exercise 5 are mentioned
in the article?
When applyina]or a job you'll be in competition with
if
a number other candidates. So your CV is impor tant
- intell'il!wl!rs will decide whether or not to see )"ou on
the stren9th '?fll'har you hat'e written. Don't jw.t think
if it as a list cfJacts; it should sum up your personal,
educational and career history, as well as beina an
indicati on '?fyour strenSlhs and weaknesses.
Here are a.fell' sUBBestions:
Presen ta tion
Always type your CV. Use a good typewriter or word
processor.
If a CV is hand-written, it goes into the wastepaper basket.
Use good quality paper. Don't give the impression thi~ is
just another photocopy.
Nc'·er send a CV w ithout a coyeri ng leller explaining
which vacanc), you're applying for. If you're writ.ing "on
spec.", send a short letter explaining w hat kino of post
you'r e looking for.
Don't fax a CV unless you 're asked to. It's a confidential
clocullH'nt .
Content
\Vrik a lj~t of important headings. These should indulk your
name, dattO of birth, your address (anti your e-mail addn:.s:;, if you
han': (me), phone number (at work and at home), your w()rk
rCl·ord and so on.
Start with your most recent job and work hackwards.
Don't lean! out any yilal inrormation. If)"ou sp<'nt a yt'3r or two
travclling, 5.ly so. Years that arc unaccounted for will st'cm
suspicious.
Don't include any n cg,!.t in~ infonn ation, such as exam failures or
lost jobs. Be positive about yourself, but don't li t"" or you will
umkrminc )"oursdf from the start .
00n 't ask for )"our CV to bc n .'turnt-d; many compani..:-s k..:-cp
CVs on nit' for future rcfcn:nce.
(adapted from an artil.:lc by Eleni KyJ"iacuu in fIJi.lw<!<!k)
13
7 Look at Mike Mortimer's CV and answer these questions.
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, is his CV welJ written? If not, w hat chan ges wou ld you make?

CURRICULUM VITAE
Name Mike Mortimer
D.O.B. 12.06.72
Address 157 rue des Laboureurs,
Mois~y, 77550
Tel. No. 64886341
Marital status Single
EDUCATION
09193-02/94 Certificate of Theme P~rk Management:
Miami University, Flonda, USA
05/92-02193 Diploma in Hospitality Management: Ncalh
College, \Vales ". . d
09/90-04/92 Higher Nat ional Diplom~ ~1~~~~~~S~~;~~ute Coordinated the show qua li ty, ensured high STandards of
Recreation Management. . maintenan ce
of Higher Education, \Val~s . ,
• 09/88-06/90 BTEC National Diploma In Busllles~ and SUPERWORLD THEME PARK
Miami, Florida
Finance: Ferma,na~h Colleg~h~~t:l :~d
Educarion, Ennr sktUen, No 2/95-12/96
• 09/83-07188 8 GCSEs - Grade B . . Intern Supervisor
St Joseph's School, Enmskillen, Implemented the rntem Progr<lm
Northern Ireland Planned and presided over Special VIP Events
Supervised the training of new employees on operating
LANGUAGES procedures
ENGLISH, mother tongue Participated in leadership development and trainer classes
FRENCH, tluent 03/94-02195
SPANISH, elementary International cultural representiltive
EMPLOYMENT EXPERIENCE Greeted guests and answered questions
BIENV ENUE THEME PARK Took inventory of stock, organised shop displays
Merville, France Organ ised internat ional cultural exchange events
12/96 - present . THE NEWBERN GROTTO
Attractions Lead C.oordmator. 1 development of staff on Newbern, Northern Ireland
Pre-opening, superVIsed the persona 06/90-09/90
standards of custo mer care . d for Tourist Information Assistant/Grotto Tour Guide
Compiled and arranged Safety Operatmg Proce ures Provided tourist information for local area
Attractions . d I _ d deleoation of tasks Guided international parties in one of the largest caves in
- aocd employees' dally sche u e an ~ _ . Europe
M<m 0
Mon itored .
safe opcratlOn a f maJ'or
<
attractions m the Park Trained new employees on all aspects of cave guiding
INTERESTS
Folk Illusic , judo, water sports

ADDITIONAL INFORMATION
1990-1993 Sports club treasurer
1987-1990 Y olLth group leader

REFEREES
Christophe Allain Anne Jones
23, rue de la Paix
Director, The Newbern Grotto
Moissy 77550
14 Rodney Drive
France
Newbern
Northern [reland
B1748DF

Writing 1
CVs
a Choose one of the advertisem ents and imagine you are a candidate for the post. Make a list of
the qualifications and personal qualities that are required to do the job. Design your cv.
Ii
Wanted
TOllr Operator M arketing E xecutive
Required by EXPLORE THE WORLD LTD,
a well-established travel firm operating
escorted tours of Europe (ranging from
Inverness to Naples and from Budapest to
Lisbon) for a primarily American clientele.
VVe seek resourceful, well-travelled
applicants who not only have inbound tour-
operating experience but also the ambition
and ability to take OIl certain key
manageme nt roles.
The ideal applicant must have "'/P skills, be ,
literate an d numerate, accurate and I the opportunity to work for
articulate, and have a real appetite for hard
work.
A second (or third) language is essentiaL Ii
Please write with full CV to:
The Managmg Director, Explore the VVorld
jj
Ltd., Priory Laoe, Buxford, OX18 4DG
-- -
TRAVE L TRADE SALES EXECUTIVE
The r('spomibility you clesene. The freedom yo u'll enj oy.
Do you ha vc at least two years ' exp(~ ri e ncc in a sen- ice -related
ind u.stry - id eall y gain ed in the tra,·e1 tradc?
Can you comhine th i ~ with a fre sh, enthusia ~t i c approach ,
strong powers of initiative and ou t standing in terpersonal
skills? If so, Monan:h Hotel s may han:: the ideal opportunity
for you.
A.~ a majo r international hotel group, w e ha,'c 250 three - ,
fo ur- .llld fivc-star hotel s from Gn' (~n l and to the Galapagos .
\Ve are now scek ing someone wi th the '!i e qualiti{~ ~
promotional packages to major tour operators. The role not
only offen rl'sponsihility hut fr eedom as well.
e A Career in Tourism
CABIN CREW
Skyways has opportun iti es for cabin crew who will be responsible
for the safety, comfort and en joyment of the passengers on board
our ai rcraft, whi lst maintaining our extremely high standard of in-
Hight service .
Are you aged 21-35, of between 160 em and 180 cm in height,
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, 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?
If your answer is yes, then in return for your energy and
comm itment to qual ity of service, we offer:
• 0 competitive salary
• concessionary air travel
excellent career prospects and training
0 dynamic, progressive
organisation.
Interested? Then please write, quoting ref. DM3, with full CV, and
enclose a good-quality, full-length photograph to us at the address
below.
Cla ire Downing, Personnel Assistant, Skyways, Atlantic House,
Hazelwick Avenue, Haywards Heath, West Sussex, HH 10 1NP.
ClOSing date: 15 June.
Previous applicants currently on ou r files will automatically be
considered. Please note thot applicants will not receive a reply until
after the closing date.
Bas ed at our head o ffice in Bern, you w ill he trave ll ing
extensh·ely to \·j sit ou r cu:;tonH"rs. By contr ihuting to the
c]e\·e!opment of promotional ideas you will ha\·e the chance to
max imi:;l' your "ales.
Sales experience is not es:;('ntial. Natural cnth u~ i ::ls m and total
commitment to success are morc import ant. D emons trat<·
the se and the n :w::lr<ls wi ll he high. A compe ti ti vc salary
(accordin g to age anu expcr iencc:) will be supported by
ben efits , includ ing a fully ex p ens e d car and s ubs idi sed
accommodation.
If this sounds like your kind of challenge, please write with full
t o sell pe rsonal history to :
Karl Kiiser,
Jubilaeuf1Isfrasse 28. 3005 Bem, ~\vifzerlafld
'5
 Writi ng 2
The covering letter, 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. Can you say why?

Vtttf'An#wny ~er. -tJ--4ir;

1m ~fUr a hofJayjo1> aM. r StlW ycurad £i, a .In ~ with.!fdUr ediW>Ud MfHbd
newspaperaM. JImkJ as if if CQlJJt}. be good beawse lurlkr kF our telephone ~dW;n 0(
!JaUrcompany 15 ueJ1j rM.cus. 25 ~er and 1M odrerlUemen.r wlticlt
TdorlJ ha.ue a lot of e«puience (in filet I haven't had a appeared Hz ;1&;:Jim.u 0/ 2*- ~r .HId.,
job befiore) but I've 9d lots of confidence and I aM J luwe 1M ~ -fq enduse /urewilA a t:<lPif
on preJty wdJ. wiM pMp/e in general. 0(my currrc.dum nku and w=Id ~ 1fC'<
,Ii; acqU4W; 1f~ with tIr£ contea. ~ .
Tm baGi~ Ii-ee in JuJ!j but not Au,9ust (because I'm
goin,91lU1lI.!j -/hen) but iJ: Wl!Uid be (ea./J.y a=J iF !jOU d~ that J AhaJj ~ I~ with an.
(quId take me an because r nred the manl'f1l infertllew with a view.ld diJ~ "'tI
appktt/Jidn -in Ffhe,. tidai.l, J ~ /() remain,
H~ K> 9e( a rep'!3 tram you soon.

'1OU(S,

(Address)

10 You have decided to help Mary Roe rewrite her covering letter.
Work with a partner and complete the revised letter on the Mr Anthony Ma yer
right. Invent any details about Mary's background that you feel Personnel Manager
wou ld be relevant. Travel Unlimited
Stansted
11 You have decided to apply for one of the jobs advertised on
Essex CM24 tRY
page 15 (either the same one for which you prepared a CV or a (Date)
different one).
Dear ......
Write the covering letter to accompany your curriculum vitae.
Work with a partner and compare your letters. In reply to the advertisement
appeared) I Would I"k ...... (s tate where it
Which creates the better impression and why? , I e to appl y for th (
are applying for) . e ...... state what you
As You will see from the enclo se
relativel y Ih d ( V, although I am
...... ave successfully (
done). ...... state what you have

I therefore feel I
...... (state what y
I believe I am hard k' ou can offer the firm) .
-WOr rng and reI' bl
much like to gain gre t ra e and would very
, a er work experience
I ...... Interview Whenever .. .
... and ...... near future.

Mary Roe
 e A Career in Tourism

Vocabulary Speechwork
Word families, remuneration Word stress
12 Match the words in the box with the definitions. 14 An emp loyer w ill probably want to take on someone w ho is:
salary commission tip articu late considerate accurate
bonus overtime perks numerate computer-literate dynamic
wages fee enthusiastic opti mistic energetic
diplomatic
a the extra things, such as luncheon vouchers or free medical
insu rance, over and above the basic pay Match the qualities above with these definitions:
b a small sum given to rewa rd the services of people like waiters a is able to use information e is good with figures
or tax i drivers technology
c money paid every month, but referred to as annual earnings
b thinks of other people's can speak fluently
paid to professional and managerial staff
feelings
d money paid to a professional person, e.g. a doctor or lawyer
c is discreet and t actful in 9 is precise, pays
for advice given
delicate situations attention to detail
e money paid to a manual worker, usually calculated hourly and
d shows a lot of enthusiasm h feels conf ident about
paid weekly
and energy the future
money added to pay. usually as a reward for good work
9 money that is paid for extra hours of work 15 Underline the stressed syllable in each quality. What are the
h money earned as a proportion of the goods or services so ld by stress rules for words endi ng in -ate and -ic? Read the words
an individual aloud.

13 Replace the dollar sign in these sentences with a word from
the box.
She left school without any qualifications then got a factory
job, but th e $ we ren't very good.
2 Th e basic remu neration isn't high but she earns 15% $ on
every tour she sells.
3 The salary is not exceptional but the $ include the use of a car
and subsidised accom modation.
4 The consu ltants charged us a $ of £2,000 for an hour's w ork .
S The starti ng $ is £35,000 per annum rising to £40,000 after
two years.
6 We gave the guide a good $ because she made the visit so
lnteresting.
7 The company paid each employee a £250 Christmas $ as
profits had never been so high .
S If they' work on a Sunday they get $ which is double their
usual rate of pay.
o listen and check your pronunciation.
16 Using the suffix -able, describe someone w ho:
• you can co unt on • can start work at once
• is f rie ndly and likes • corresponds to t he job
mixing in society profile
o Where is the stress in each word? listen and check.
Speaking 2
Job interviews
17 Students A are interviewers; Students B are interviewees.
GROUPA
You are going to be interviewed for one of the jobs
advertised on page 15 (your teacher wi ll tell you which one).
Make a list of the qualities you th ink the successful
candidate shou ld have. Then make a li st of your good points
and be prepared to sell yourself at the in terview. Think of the
questions the interviewers will ask you and questions you
will want to ask the interviewers.
18 An interview panel from Group B will interview you and
other candidates for that job.

Follow-up
19 Type, word process or write your CV and show it to you r
teacher.

'7
 •
Trends
in Tourism
Describing patterns of change in touri sm

Preview
Work with a partner. look at these pictures and say what
kinds of traveller they show.
Make a list of as many types of trave ller as you can.
Compare your list with those of other people in the class.
2 What do you think is the difference betwee n a traveller, 2 3
a visitor and a tourist? Write brief definitions of each
word an~ discuss them with your partner.

Listening 1
Definitions of tourism
03 Listen to part of an interview with Dr Alberto Garcia, who works for the World Touri sm
Organisation. He is talking about how the WTO defines the words traveller. tourist and
visitor w hen producing statistics on international travel. As you listen. write the words th at 4
are missing from the chart and. from definitions (a) - (j) in the box below. You w ill need
more than one word in some gaps.
TRAVELLERS

NOT INCLUOED IN TOURISM STATISTICS

1 Temporary immigrants
2
A 3 Nomads
4
MAIN PURPOSE OF VISIT 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) ...... in places outside their (b) .
for not more than (c) ...... co nsecutive (d) .. ... for (e) .. .. ,(f) ...... and other purposes.
• (g) .. involves residents of a g iven country travelling only within their own country.
• (h) ...... involves non-residents travelling in the given country.
• (i) .... involves residents of one country travell ing to another country.

Vocabulary
Commonly confused words
_ Some words are very similar in meaning. and it is important
to know exactly when, where and how you can use them.
There are many ways of describing how we go from one
place to another. Look at this entry from the Longman
Adivator Language Didionary under the keyword heading of
TRAVEl. Use the definitions to complete th ese sentences.
= If you' re visit ing Madrid. w hy not go on a day.
to Toledo?
:3 The ..... was delayed because of air traffic
congestion over Heathrow .
• The.. . on t he fe rry was very ro ug h.
- The t rain ... . fro m Mad ras to Bangalore was
uncomfortable.
= The Titanic sank on its maiden .
; Why not hire a car an d go for a ... . in t he country?
; There's a volleyball team on ...... and t hey want hotel
accommodation.
The museum is a short bus .... .. from t he tou rist
information office.
W hen recording vocabulary you can:
use similar word networks or word t rees.
• include grammatical inform ation,
use phonet ic scri pt or you r ow n syst em.
w rite a sample sentence to illu strate t he
mean ing.
• make an accu rate t ranslation.
• draw a picture.
Word families
5 Work in groups. Add as many words as possible to this
network and create new branch es. Use a dictionary if
necessary. Some words have been g iven to start you off.
travel
/ .../
/'
lexpedition H explore
e Trends in Tourism
12 hours etc) Ewn wlvn you get ttJ Vancouuu tMrt'S still
a 90 mimdt flight liP to the islands.
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.cknw. I Tht voyage from Europe WO-S 0 hazardr;w
undtrtaking, with nmIJ)' sros ond strong winds.
crossing "hosu) ~ 'kn:·/ a short journey in a boat or
ship which coes from oneside ofa sea,lake. or other area
ofwaler lO the other side !n C)
Tht/errycrossinlllt'G.S f/)ugh, but l/lCkily1ltm~ o/us uJue SM·
sick. I Wt boardtd ont o/tht tourist/erries/or tht croS!ing
/0 Staftn Islalod, ho~ 0/ tht Stall~t 0/ Libert)'.
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. i a 12 hour/lS min ute
etc dr ive (;that takes 12 hours. 15 minutes elc) Tht six·
hDurdrilJt uas worth il (0 s~nd Ihe wtektnd u:ith him. ! go
for a d rj \'e (;drh'e ~me\l'here. jusl for enjo),mcnl)AnyoTiti
fancy gain, for a driL't~
ride /r.ud/ a short joumer in a vehicle such as a car, or
on a bicycle or a horse rn C)
He preferldtd to ~asl£tPJor fhtetUirt two hourruu. 1bike/
car/ hor se etc r ide On {he car ride back/rom tht ai,port
lit fold hrr all aboIJt his trip. I go for a r ide ("'ride som<!-
wherejusl for enjoyment) If's a l,;iTy/aSl bike. IJa you want
10 go for a ride.1
tour jlUa r, a planned journey during which a politician.
E'lltcrtainer, or sports team visil.s several different places,
usually within a fixed period of lime In CI
The Kine has II/f/Or 0 six·u.wk tour 0/ Australia and New
7.«Iland. I We halle had a reque$l to indude liIoso as one
o/f Mcit its t;i.sited on our lOur. I Planning has alrrody begun
for nat )'tOrs rtq;by !Qur by the Fijians.
road I
r--~~r--I
. drive~
cruise
19
 Listening 2
o 6 listen to a song sung in 1963
by a British pop star called Cliff
SUMMER HOLIDAY
Richard. Put th e lin e endings in Peter Hughes looks at how our horizons
t he right order. have expanded and the Ii/orld has shrunk since J 963

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

(adapted from an article in E:'(pressiollsj

~, A gui nea was worth £ 1.05.

Language Focus
The past simple and the present perfect simple
Here are some examples of the use of the past simple tense.
Around 250,000 people took a package holiday in
1963.
In 1992 th e figure was 11 milli on.
Prague is still much as Mozart knew it.
Here are some examples at the use of t he present perfect
simple tense.
The expansion of popu lar travel has been explosive.
It has now also become possible to crui se up the
Yangtze.
When t hey 've built t he new airport, t hey 'll be able to
accommodate more passengers.
Decide if these statements are true or false.
a The past simple can be used to describe past
events or states.
b The past simple can be used w ith:
so far, up until flOW, over the last few years.
Practice
Complete the passage below by putting the words in brackets into
either the past s imple or the present perfect simple tense.
THE SPANISH TOURIST INDUSTRY
Tourism to Spain goes back to t h e 1930s, but
package tourism re a lly (take oJf) ...... in Spain
during the late 1950s a nd 1960s. The post-war
economic a nd population growth plus the
increase in leisure time a nd
dispos able income in Northern Europe
(coincid e) .. " .. with Spain's policy to
"welcome tourism , offering a reliable
climate, beaches. a diffe r e nt culture
and l ow pric e s. Th e favourable
exchange rate and competitive cost o f
living (be) ..... . additional incentives.
Mass tourism (begin) .... . .
towards the end of the 1970s but the
familiarit y w ith Spain and fa lling
standa rds (l ead) ...... to a poor image
of th e count ry as a holiday
des tin atio n . As a result, Spain (fa ce)
...... co mp e tition in th e la t e 1980s
from other Mediterranean a nd long-h a ul
destinations. At that time com petitive airfares
across the Atlantic to Florida and the low cost of
living in Am erica (mean) .. .... that m any people
e Trends in Tourism
c The present perfect can be used w ith:
ago, last year, in 1994.
d The present perfect can be used to talk abo ut
past events whose effects are felt now.
e The present perfect can be used to refer to the future.
2 Complete the definitions of these tenses using the words
below:
indefinite definite moment of speaking
unspec ified current remote
Th e past simple ref ers to an event or stat e t hat is seen as
. ..... or ..... in time.
The present perfect is used to refer to events which are
viewed as occurri ng at an ...... or ...... t ime in the past. The
event is perceived as hav ing .. .... relevance and is
con nected to the.
(prefer) ...... to go to the States rather than holiday
in the Ibe rian peninsula. Even so, in 1993 Spain
(welcome) .. .... over 57 million visitors - 8 per cent
of GNP - a nd (account for) ...... 24 per cent of all
Britain's outbound tourism.
The Spa nish tourism industry
(make) .. .... many mistakes in the early
years wi th the building of high ris e
hot e ls and poor to w n planning.
Ho wever. the situati o n is c h a n g ing.
Over the last few years th e government
(restrict) ...... building and is providing
grants fo r organisations and t ra ining
in th e tourist sector. In addition, it
(impl e m ent) . .... . 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. And
with th e h e lp of soft loans whic h the
government (ma ke) available for
r e furbishments . many h oteliers (improve) ...... the
standa rd of accommodation provided in order to
meet the new stricter guidelines.
21
 Speechwork
Past verb forms with -ed
10 There are three different pronunciations of -ed in regular past • O nl y write the CONTENT wo rd s; om it others, especially
tense verbs. grammatical wo rds:
+Re train • 'ill/eave at 16.45.
Idl I! I lId I • You can also u se your own invented abbreviations. For
example:
discovered reached exploited
The average noon temperature in Singapore is 31 0 C falling to
How is the ending of each of these verbs pronounced? 23° C at night all year round. Rain is frequent , often in the iorm
of short downpours. Humidity is between 75 Jnd SO per cent.
created opened checked developed
organised visited traveJled stayed
continued received asked
jumped delayed lasted ~ Av. 12 p.m. temp. = 31° C
o Listen and check your pronunciation . 23° night. Pre'l' rain. Humid. 75-80%

Speaking 1
14 Look at the way this paragraph has been put into note form.
11 Work in groups and di scuss these questions.
Rewrite it in complete sentences,
a What was your local area like fifty years ago?
b Was it attractive to tourists? + 20"", vi5itcrs ~ HUf1..qary ia$t YMr. TIT..a1 ('.a. = 4im
c W hat changes have there been since then? (incl. approx. 23m on hoiiday) ----" profit $44Om
d How have these changes affecled to urism? ($592m pr~. yr.). Profit +bxau~
Writing 1 ij,'tho' r.o. tourist5 +th~ sr..ayed < rriqhts than pr~.
Taking notes in English
12 Work w ith a partner and discuss these questions. Listening 3
a When listenin g to a talk in your own language how do you 015 Listen to Christopher Keoh talking about recent
take notes? developments in Singapore. Take notes under t hese
b Do you w rite down everything t he speaker says? headings:
c How do you choose w hat to write down?
d What advice w ould you give to someone about taking notes ORIGINS OF TOURISM IN
in English? SINGAPORE
13 Here are a few tips to help you make notes. NUMBER OF TOURISTS
• Use recognised abbreviations: AVERAG E LENGTH OF STAY
BREAKDOWN OF .~RRI VALS
e.g. - for example
• --

--•• - therefore

- go to /lead to

asap - as soon as possible

- -< --- -
less than/fewer than
-,

> - more than

 e Trends in Tourism

Speaking 2
16 Work in groups of four. Within your group you will work in Team A
two teams of two people, Team A and Team B. Read the Ireland fact file below.
You are going to give short talks on tourism development in Discuss tourism in Ireland.
two different countries. Decide what you will tell Team B.
Team A look at the information on Ireland. Make notes and plan your talk.
Team B look at the information on Egypt on page 104. When you are ready, give your talk.

Ireland fact file

.. )
NOR1fHEIRN
"
IRiELAND

,
[R.E:LANO
Dublin .,

I
Kilkenny.,

Blomey
.

History Recent developments The present situation

beginnings of tourism unknow n real expansion over last 30 yrs become 3rd largest export earner

1845: horse-d rawn coach service govt. hel p employs 91 ,000

operating round Ireland (4,000 miles/day)
promotion of special interest hols, e.g. appeals to younger generation &
(19: all visitors""- Britain golfing, hiking, fishin g independe nt travellers

1895: 1st package tour ....- A merica special purpose English langu age appeals to Irish Ame ricans in search of
holidays roots
1920: 1st official tourism office
special attraction: the cultural holiday
1941-45: food scarcity in (Dublin, Blarn ey, Kilkenny)
the UK -..- US soldiers visit Ireland
to eat better visitors: 55 % . . - Britain
28.8% ~ Europe
post 1945: plentiful food supply in
Ireland -..- British visitors avo stay: holiday 11.1 days
VFR 10.4 days

Writing 2
-7 Either write up a full description of one of the fact files, or research an area of your choice and
w rite an account of the development of tourism there.
23

~Jl"2~ -:------ '; l ' "

1 i.~ ~

~'>- -
~~-~ , ~~
'i~.' ..
 •
Where
People Go
Describing the role of tourism in an economy
Working with figures

Preview
Work in groups. Look at the pictures and answer these questions.
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, road or ... ?
d What is the time difference:
- between these places and your country?
- between these places and GMT?

Reading
2 This article is about three French women who set off on holiday
and received an unpleasant surprise.
Read the article and answer these questions.
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"?
7 8
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. Then they asked 'Is this Hampshire?' and I agreed. It was all a

T The hotel was booked. They had their holiday cash. They
we re looking forward to th e autumnal sce nes arou nd
PortSmouth. New Hampshire. It didn 't seem that fa r away, the
United States. Only eigh t hours on a fe rry fro m Le Havre. They
had preferred to take the boat, rather rhan fl y. But even they were
surprised at how little they we re suffering from the time 'lone
changes. There was only a minor inconvenience, it seemed. They
stepped into a taxi, asking for the She raton. Th ey had already
booked for a three-day stay, and paid a $500 deposit. But th ose
cabbies. T hey simply had no idea. Drive you about for hours. and
still unable co find a luxury hotel as hig as the Sheraton.
Th e police became involved when the cab bi e (urned in
desperation to the Portsmouth co nstabulary. He was unable to
trace the fa mous ho tel. UThey were adamant they had booked
into the Sheraton in Portsmouth, " PC David Crouch said. "They
asked if t h ey we re in Portsmourh and I sa id 'Yes'.
great mystery, so I asked jf they had a brochure from the hotd
and they produced a pamp hl et. I spotted the word Portsmouth,
then saw that it was in New Hampshire, USA. I pointed to the
map on the lea Aet and showed them Portsmouth, then ran my
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, in broken
English. they asked 'Are we in the wro ng COUntry?' Fortun ately,
th ey saw the funny side and burst ouc laughing. 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." The three wom en, two in their twemi es, one a iinie
older, were raken to the (wo~ s t a r Arcade hotel in Portsmouth .
Th ey plan to return ho m e this mornin g, accordi ng to the
receptioni st, Sa ra de Bathe. Th ey were fighting shy of all
telephone call s. Particularly long-di stance ones.
(from TI"Guardian)
 e Where People Go

Vocabulary Speech work 1

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

PARIS AND FLORENCE

SWISS CHOCOLATE
CH EESE
ICE CUBES
SHOPPING

25
 Language Focus
The definite article
Look at t he foll owing and put th em into log ical groups.

Africa the Himalayas Everest the Seychelles

the Alps Italy the Gobi Desert Napoleon

Asia Kilimanjaro the Nile Coun t Dracula
Austral ia Lake Michigan the Pacific the temples of Bangkok

the beaches of Goa Lake Ontario the Parthenon the Thames

Buenos Aires Lenin's Mausoleum the Mediterranean the Uffizi

the Czech Republic the Louvre the Sahara the United Kingdom

Japan Madame Tussaud's Saigon the United States of America

Geneva the Mayan ruins of Yucatan St Basil's Cathed ral t he West Indies

the Yangtze

2 look at the examples and write ru les fo r the use of the in each case.

Ru le 1: t he Uffizi, the Prado, the Victoria and Albert Rule 6: Innsbruck, SWitzerland, Europe

Rule 2: t he Nile, the Thames, t he Atlantic Rule 7: Napoleon, Count Dracula, Pri nce Charles

Rule 3: t he Seychelles, the West Indies, the Philippines Rule 8: Lake Ontario, Everest, Lake Garda

Rule 4: t he Sahara, the Alps, the Rock ies Rule 9: the beaches of Goa, the Tower of London,

Rule 5: the Czech Republic, the USA, the UK the Mayan ruins of Yucatan

Rule 10: Madame Tussaud's, St Basil's Cathedral,

\...e\\\~ ~ N\G.\l~~\e\lm

Practice
Th e wo rd the has been deleted from thi s article.
Put it back whenever necessary. The fi rst paragraph has been done for you.

S eventy pef cent of Britons believe visiting

London is more dangerous than going abroad,
while in Scotland this rises to 80 per cent. These
findings come despite a number of tourist killings
in Florida, Egypt and elsewhere in Africa,
according to Lunn Poly, the travel firm which
polled a random sample of 1,030 adults about their
holiday intentions.
T rips to Florida from Britain fen by 20 pcr
cent last summer and nearly half of people who
were polled said they would not go there next year.
That is bad news for Disney World in Orlando, top
American attraction for British tourists, and
bookings are also down to Disneyland near Paris.
British fear of London is not shared by nine million
foreigners who visited capital last year - London's
attractions, such as Changing of Guard being main
reaso n why Britain was world's si xth tourist
destination. At least 25 per cent of British families
are expected to holiday abroad next year, and a
record nine million are forecast to book a foreign
package holiday.
It looks as if b igges t beneficiary wi ll be
cheapest country, Spain, where bookings are up by
50 per cent - not least because peseta has [allen
faster than pound.
 o Where People Go

Other uses of the

a We use the in superlative expressions:
The biggest inf luences on tourism have been
politics and technology.
b When the identity of the thing referred to is clear
from the context:
I' ll meet you in the lobby. (It is obvious wh ich
lobby.)
c When the identity is made clear by a follow ing
dause:
The pri ce (that ) you gave me was w ron g .
d W hen a noun or adjective is used to create a
category:
The Russians w ant as many tourists as
possible.
The dollar is wanted everywhe re.
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 .

Other omissions of the

a Before nationalities, when referring to an c Before nouns used in a general sense:
individual: Ask here for information.
She's British but her husband is Greek. Tourism earns foreign currency.
b When referring to an ability to speak a language:
He's very gifted at languages. He can speak
Fren ch, Ru ss ian, German, Spanish and A rabic.

Speaking 1
9 Work in two groups. Group A look at the grid below, Group B look at the grid on page 105.
GROUP A
Discuss what should go in the gaps. Then work with a partner from Group B to check your answers.

COUNTRY CAPITAL LANGUAGE CURRENCY

Argentina Peso

Vienna German

Bra z il Bra s ilia

Cze c h Cro w n

Egypt Arabic

Greek Drachma
Hun ga r y Forint
Rome Italian

J apan Yen

Kenya S\va hili. En g li sh

Kuala Lumpur Bahasa Malay, Chinese, English

Madrid Peseta
Swi tze rland Swi ss Franc

Tuni s ia Tunis

Turke y Lira

Kiev Ukr a ini an

lO in many cases the nationality is the same word as the language (French - French); but sometimes
they are different (British - English). Do you know any others that are different?
27
 Listening 2
Figures
01 1 listen and write down the figures that you hear.

Working with figures

a We say 9 mi//ion (NOT '9 millions).
We say 9 million foreigners (NOT · 9 million of ... )
BUT we say millions of foreigners, thousands of tourists, etc.
b For figures over 100, 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
1,000 a thousand or one thousand
We use and when there are no hundreds:
1,030 onela thousand and thirty;
but we say one thousand before a number of hundreds:
1, 548 one thousand five hundred and forty-eight (NOT 'one thousand and five hundred .. )

c If we use a decimal we say point. Each figure is said separately:

0.35 0.5 8.75
UKI USA zero point three five zero point five eight point seven five
UK nought point three five nought point five eight point seven five

d Fraction s are expressed using ordinal numbers:

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 eighteen multiplied by/ times thirty-four equals/makes/ is six hundred and twelve
2773 = 9 27 = 9 twenty-seven divided by three is nine
3
Many figures are pronoun ced individually:
A Boeing 757 seven five seven
Flight 8A 818 eight one eight
Your reference number is 995. nine nine five
My room number is 631. six three one
My telephone number is 205478. two oh five fou r seven eight

g From, to , and by are used to indicate changes in figures:

Th e price has risen by 5%, 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.

5 coaches @ £1,550 eac h = cost of coach hire = £500 r etal no. of visitors to Singapore
£7,750 with 10% discount I>reakeven =:30 PAX =6,400,000
£7,750 - 500 = £16.66 a head 2/5 were holidaymakers = 2,560,000
£775 :30 1/6 were on ~usiness = 1,066,666
£6,975
 e Where People Go

Describing tables and pie charts Writing

13 Work with a partner. Student A look at the statistics in the
Questionnaires
exercises below. Student B look at page 105.
14 Write a questionnaire and, if possible, interview some
STUDENT A
foreign visitors to your town or city. Not everybody speaks
Ask your partner for the information which is missing from English of course, but you should be able to find some
the table and answer hi s/ her question s. people who can. It is probably best to do this outside a local
tourist attraction.
THE MOST V I S I TED MONUMENTS AND MUSEUMS
Ask the visitors about:
IN THE EU (NUMBERS PER YEAR)
the places th ey have visited.
RANK PlACE NO. OF VISITORS the reasons for their travel.
o t he type of transport used.
I The Pompidoll Centr~ 7.9m
o w here t hey are staying and for how long.
_.
• w hat special purchases they have made.
2
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.
3 The British Museum 3.8 m
15 You work for the market research department of the UK
tourist board. You have been asked to write a short report on
4 the nature and value of tourism to the UK. Use the
information from Speaking 2.

6 Versailles 2.6m

Present the figures in this pie chart to your partner. Then

li sten to your partner talking about tourist spending in the
UK and complete the information on the pie chart opposite.

VALUE O f TO UR I SM To THE UK T OUR IST 5 1'E ND I NG BREAKD OWN

TOT AL £2 6,659 MIl.l.lON D OMES TI C AN D O V ER SEAS T OURISTS

L2,iOOm in f.1I1~ by ov.:cr5n.S TOTAL £1 8,553 M ILLI ON

yisiw rs to UK carri<:rs

f lO,665m by UK
raidenu
s£aying
£9,003 m by
ove rnight
UK rcsiJc:nu
on day crips

D.89 1m by OVCJlQ$ visitors in fhl' UK

29
 •
Travel
Agents
Taking and making holiday bookings
Preview Vocabulary 1
The alphabet
Two - part verbs
How are these letters pronounced?
4 The verbs in the box are often used when making telephone
A E 0 U calls. Use them to fill in the gaps.
G J Y
hold o n hang up put someone through
Make sure you know how to say the English alphabet.
cut off get through ring up
2 Work with a partner. Student A look at the card below. get back (to someone)
Student B look at the one on page 106.
a Sorry, I don't know w hat happened. We got ..
STUDENT A b I'll ...... you ...... to her extension.
Tell your partner your name, address and phone number (on c The line is constantly busy - I never seem to be able to ..
the business card), and write down your partner's name, d Could you ...... a minute and I' ll see if she's in her office.
address and phone number. e Would you ...... 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 ...... to you by eleven.
flKO HRHR[HI 9 Don't ...... yet; t he call may be diverted to another number.
3-7-52 CHIYOGAOKA 5 What would you say in these situations?
K ASUKA RF.
a Someone phones but the call is for a coll eague w ho works on
SAlT AM ...
t he second floor.
J A PA N b The lin e went dead. Th e person yo u were speakin g to rings
back.
181 1486236234
c You're on the phone but need to get a file from the office
next door.
d You're on the phone but haven't got all the information to
03 Listen and check your pronunciation. hand. You need about an hour to get it t ogether.
e The number is constantly engaged.
You want someone else to call Global Tours for you.

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 ...
,'m returning youreal/.
Sorry, could you r epeat that?
I'm afraid he/she's not in at the
moment.
I 'm afraid she's not answering her
phone.
I'm sorry, there's no reply.
Can I take a message?
Shall I get him/her to call you back?
M rs X will get back to you.
Hold on a moment, please.
1'1/ iust put you on hold.
I'm sorry, you 've got the wrong
number.
Sorry to keep you waiting.
 e Travel Agents

Language Focus
Asking questions
In formal situations it is more polite to ask questions 3 Study the way these tag questions are made.
indirectly, especially at the beginning of a conversation. For A visa is compulsory, isn't it?
example, when asking a customer for inform ation, it can be You're not leav ing until next month, are you?
better to use an indirect form such as Could you tell me Th ey haven·t confirmed the booking yet. have they?
when you were born? rather than When were you born?
You won 't forget to fax me the details, will you?
Look at the questions below. What do you notice about the Tanya, pass me the brochure, will you?
way indirect questions are formed?
Let"s have a look at the schedule. shall we?
Direct questions Indired questions
You had a single room last year, didn't you?
How far is it? Can you tell me how far
What are the rules for the formation of tag questions?
it is?
Why do we use tag questions? What is their function in the
How much does it cost? Cou ld you tell me how examples?
much it costs?
4 Sometimes a question doesn't really function as a question.
How long does the Do you know how long
For example:
journey take? the journey takes?
Why don't you try a holiday in Scandin avia?
2 Which of these is correct? How would you reply?
Let·s have a look at the schedu le. shall we?
Would you mind spell ing Would you mind to
How would you categorise the following?
that for me? spell that for me?
Shall I look after the paperwork for you?
Do you mind if I sit here? Do you mind if I'm
Would you like me to make the visa arrangements?
sitting here?
Would you care for a cup of coffee?

Practice
The following questions have been jumbled. Put them in the right order.
For example: spell you cou ld me for Linares?
Cou ld you spe ll Linares for me?
a details if the yo u r mind do check ?
b sharing mind twin you a would bedroom ?
c me you is can what tell fax your number ?
d for I necessary shall t he make arrangements you ?
e you in mind filling wo uld this form me for ?
f want many you how could you me tell to with go people ?
9 you like would to me hold put you on ?
h you won 't sharing be t win a bedded room you wi ll ? (2 answers)
reqUirements yo ur entry draw the r may attention to ?
again on they are aren't strike the traffic controllers air ?

Speaking 1 yeJ.\his Speaking 2

if \he (hqr~Sth'<t
Telephone skills '.f InNiIh. ~: 8 Work with a partner. Student A look at the text
~-=-'-"""''''~ ~,,~., below; Student B look at page 106.
6 DISCUSS with your partner: ..f:_____ ..;> \

a The Impression you wo uld like clients to have of YOU. ~~

" , I\ \~ , STUDENT A
You work on the switchboard of Skyw ays
b The Impression they should receive of your firm \\,\ \~ ~
c How you can give this Im pression over the .,
~\ '--.
"'-I
Holidays. Take the telephone call. No one is
available in the sales department at present.
telephone ~I i" ~
Offer to take the name and telephone number so

Listening 1 ;/ -
4.:7.>ct:~~~~!
j that the caller can be contacted.

0 7 Listen to six telephone calls and answer these questions. 2 Yo u work in the sales department of Skways
Holidays. Return Ms Penelope McBain's cal l.
a W ho made a good impression and why? Find out what she reqUires and take down the
b Who didn't make a good impression? Why not? relevant details.
Think of an adjective to describe each speaker. 31
 Speechwork
Intonation in questions
09 Li sten. You will hear the same question twice, with different intonation.
Which sounds friendlier? Why?
If your voi ce is flat and has little expression in it, you may sound bored
and uninterested. This often provokes a negative response in the listener.
$0, w hen you want to ask a' question beginning w ith a verb raise your
pitch on the last stressed word. This helps to make you sound
more polite and interested .

0 10 Read these questions aloud. Th en listen and compare your intonation with that on the tape.
a Can I help you at all? f Do you have any idea how long it takes?
b Would you mind spelling that for me? 9 Could you tell me w hat the price includes?
c Can you te ll me you r number at work? h Can I get back in touch with yo u later?
d Sorry , cou ld yo u repeat that for me? Can you tell me w hen you wish to return ?
e Could you please give me your passport number? Do you mind if I ask you how old you are?

Intonation in tag questions

11 Tag questions can be said in two ways. Th e intonation either rises or fall s:
a She isn't goin g, is she? ~ b She isn't going, is she?
You haven't paid yet, have you? ~ You haven't paid yet, have yo u?

If we use falling intonation (as in a) we are looking for confirmation or agreement.

If our voice ri ses (as in b) then we don't know the answer and we want to know.
o Listen. Which are real questions, which are requests for confirmation ?

12 Work with a partner and complete th is conversation.

A G ood morning. (a) ...... some help or are you just (b) ...... ? B No, that's fine. Vm, my partner prefers Switzerland so I guess I'll
B Good morning. W ell , I was co nsidering taking a short skiing trip. take that one. Er, could (h) ...... airport (i) ...... ?
You don't happen to have any bargain packages, (c) ...... ? A Yes, Gatwick.
A Ah well. As it so happens, yes. But could you first give me som e B And the plane comes back to Gatwick, (j) ...... ?
idea of where and when (d ) ...... ? A That's right.
B Anytime between now and mid-March really, but the sooner the B Fine.
better. A Right, well, let me take a few particulars. Could
A W ould (e) ...... ski in E urope or America? you (k) ...... name (I)
B I was thinking of Switzerland or Austria but it's more a question of BYes, Bogd;tn Kom inowski.
cost and good skiing. Could you suggest where (f) ...... good A Urn ... yes... ,er, would you mind spelling that for me?
intermed iate to advanced ski runs?
A Mm, well ... We have a seven-night self-catering deal to Verbier in
Switzerl and and that's £259, and one to Alpach in Austria for £169.
Both leave this Sarurday. That's not too short notice, (g) ...... ?

o 13 Li st en and co mpare your answers. Th en act out the conversation.

 o Travel Agents
cfttT 0 URI S T
PLEASE USE BLOCK CAPITALS
BOOKING REFERENCE UKR352.JP
TOUR NU MBER
DEPARTURE DATE
DEPARTURE AIRPORT
TOTAL HOLIDAY PRICE

MrI Mrs I Fi rst na me Su rname Address Tel. No. Nuional iry

Ms I Miss

,
I :-;SURANCf

Insu.rance
Li _ is co mpu Isory on an I ntourist Travel
j D<posirof £IOO per f.a fe-paymg
. passenger or full
mnea holiday. payment when navel is within 8 weeks.
' . our I nsurance UN LESS '
We :usume you reqUire i nsurance premium
you h ave made alterm.u \'e arran gemen ts for ~r person £_---
greater or com parable cover. V isa per person £ _ --
D eposit per person £_- - -
1fpaJm~nt
I js mode by credit card. II,eeTed·Itcnr,d
CNlrgt! foml mWf be completed.
I TOTAL
VISA SERVICE

A visa is compulso 1').' Th C visa

. charge will I wa rra nt that I am auth· ortsed to m ake this booki
aucom:uically be added to the invoice I ha\'e read an d agrc:c to abide by the booki ng.
~ ~ . d" . • og
ease III in thc standard application form. co n m ons and orher information St:t our in the
brochure rclevam to my holiday.

SIGN ATURE ,

Reading 1 o ' Listening 2

5 Listen to someone make a holiday booking over the telephone.
Note the details of the traveilers, their trip and payments.
Booki ng fo rms
After you have listened work out the sum of money the caller
14 Look ~t the booking form for holidays in Russia and say
whether these statements are true or false. will write on the cheque.

a The customer has to purchase an Intourist travel insurance

Speaking 3
policy. 16 Work with a partner. Take turns to be Student A and Student
b Clie nts do not need a visa. B. Student A works for a travel agency taking bookings.
c If you make a reservation for fo ur people ten weeks before
Student B wants to go on holiday (choose a destination).
departure, you have to make a de posit of £400.
Act out the beginning of the conversation. Student A should
d Deposits cannot be made
note down information about:
by credit card.
e Full payment is due two _ the holiday
months before departure. _ the dates
the customer' s name.

33
 Reading 2
17 Read the extract from a travel agency training manual.
Then copy and complete the flow chart.

BOOKING PROCEDURE I Ask Ihe clicnllO sign the

ONCE THE client h as signed the booking form. you must collect
the approp riate deposit payment. If the dient pays in cash or by
I
cheque, yOll should issue a receipt according to office procedure 2 Collect Ihe

and then forward this payment to the tour operator concerned.

However , if the client pays with a credit card, you should
/
make sure he or she has completed and signed the credit card
section on the booking form. You may find also that from time
to lime th e operator m.1Y want the client to sign a Standard
Sales Voucher instead.
Of course, it is important for the client to lake out insurance.
2, If Ihe dient pa)'li in ca.~h Of by

,
l·hcque. you '"
2b If the clien! pa'),S by credit can!,
hl!fshe should

b
If the tour operator's insurance is chosen. make sure the
/
booking form is correct ly completed and then add the premium
to the deposit.
Should the client decide on an alternative insurance policy
or perhaps no insurance at all (not to be advised). make sure
] " Dt-ill wilh insur::mce

/
this is properly noted on the booki ng form. Remf'mbf'r that if
yo u sell our own group's travel insurance, you can earn up to
45 per cent commission.
Once the booking form has been signed. it should be sent to
], If the TO· § in~urance is chosen,
"
3b If the ciiC'nt takes OUI hislhct
own in~urancc,

/
the tour operator immediately . If the opt ion expiry date is
coming up soon, 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 the tour operato r receives the booking
"• Scnd off booking form 10 TO
for confirm:J.tion .

form, all the derails such as f1ighr reservations or hotel rooms

will be confirmed.
[t is a good idea to note the date by which you should get
., /
If'he expiry date is imminent
lhen. --- '"
<b Make a nott: oflhe dalc when
you should rel·ci\"e ---
the confirmation or the invoice back - usually two to three
weeks after the booking. 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). 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
"5 Make u nOle o f when the client
should

form. Finally. the confirmation shou ld be sent to your client. I

6 When eonfimlll.lion is recei,·cJ
highlighting the latest date for payment.
,
adapted from American Express Training ManUllI b

Vocabulary 2
18 The extract on the right also comes PAYMENT OF BALANCE
from the trave l agency training
manuaJ and completes the description ABOUT EIGHT WEEKS before the client is due to travel, full payment for the holiday must
of the booking procedure. Fill in the be collected. Make sure YOU check each booking form ro see exactly when payment is
gaps with words from the box. (a). . and make a note all your (b) . If [he client cancels after the (c) ...... date for final
payment. hefty cancellation charges apply. You must safeguard yourself against Cd) ...... for
settle file these charges by ensuring you are holding iull payment before the date thai ca ncella tion
charges (e) ...... into force.
option expiry As far as tour operators Me concerned. lale bookings are bookings made after the date
when fu ll payment \V,1S expected. So usually a late booking is one made less than eight
come liability
weeks before (f) .
due departure Since cancellation charges would apply immediately in this case. it is essential that you
should collect full payment at the lime of booking. If tbe client is unable to pay at once,
issue confirm take out a{n) (g) ...... on the holiday and (h) ...... it when they return to pay by an agreed
date. at which time the client must (i) ...... in full .
When payment has been finalised you are then ready to (j) ..... . the travel documents.
 o Travel Agents

Writing 1
19 Write a check li st of pOints for new ly-trained staff to remember when making a booki ng.

Speaking 4
20 Making a holiday booking by telephone
Work w ith a partn er. Take turns to make and take a telephone booki ng for a holiday.
Before you begin, list the sort of information you will need in order to fill in a holiday
booking form. Student A look at the information below. Student B look at page 107.

STUDENT A
You want to go on holiday to Cefalu in Sicily. Ring up to make a booking and check the details.

Cefalu. Sicily PortulUeaeJI:Dlli.eb

. TraaalaUoaa
Dates?

ihings to see and do? Credit Card ,

Accommodation?

Insurance? 4773 0978 6337 2451

Cost? E xpiry date: ...............
03/2005 '-"'"
M. FIGUEREIDO ."""'"
~ 0171 . . lOCO

You will receive a phone call from a client interested in a tour called "Venice and the Verona Opera",
Reply to his/ her enq uiries and take dow n the details. Charge the full amount of the ho liday to hi s/ h er credit card .

Venice and the Verona Opera

Departures:
15 July 25 August: 7 days
Programme:
Performances of La Boheme, Norma, NabuccQ, Aida and Ofello to choose from (tickets for two
performances in the second sector of the Arena in Verona).
Plus a full tour of Venice and the Venetian villas of the 8renta River and a stay in Venice.
Price: from £795. Insurance £ 18.
Includes flight from LGW, three nights' HB accommodation in Verona at the Hotel Borghetti in en-
suite rooms. Three nights' bed and breakfast in Venice at the Grand Hotel Principe on the Grand
Canal. Waterbuses to St. Mark"s Square depart from the main station just a few metres away. All
transfers between the hotels and the airports, plus the services of local hosts and guides.

Writing 2
STUDENT A
21 Write a letter of confirmation to J. Wilkes. enclosing the tickets
and the detail s of the holiday in Ven ice and Verona. 35
 Scenario 1
Advising a Client
Giving information a nd advice on specific ho liday destinati ons

Work in two groups. Group A look at the text below. Group You wo rk on behalf of the social comm ittee of a large car
8 look at page 108. manufacturer. The chai rman of this com mittee' has asked you
to give him some information about skiing in the USA.
GROUP A
Approximately forty adults are th inking of going, plus twenty-
Activity 1 eigh t children. The chairman himself will be going with hi s
You are trainee tou r operator sales staff for Paradise Holidays wife and four children aged 5, 8, 12 and 14. They all realise
pic. Today you are attending a train ing session. You are that skiing in the States is a bit pricey but they are looking for
learning about the ameniti es and facilities at a new resort . value for money.

Work with a partner from your group. Read the brochure Yo u have recently received advance inform ation about a
extracts about Goa on page 37 and follow the instructions package. You think it's called the Sheraton Colorado but can't
below. be sure. Ring up the agent at Dream Holidays In c. and find
out about the hotel and the resort.
Answer these questions .
In particular, you want to find out about:
a Where is the resort?
b How long is each holiday? THE HOTEL/PACKAGE THE RESORT
c At what time of year can you go? • the precise location • transport to and from the resort
• its size • skiing and equipment hire
2 Note the important facts about the resort and the hotel under
• hotel amenities • eating out
these headings.
• facilities shopping
THE RESORT
location . THE HOTEL
facilities
• rates and discounts
cuisine
• climate

• amenities cuisine It is important to find out whether the children will be catered
climate rates for as well as the adults in the party.
transport discounts
activities Activity 4
souvenirs Work with other people from your group.
You have now gone back to your consultancy oHices. Were
3 Discuss these question s.
yo u impressed by Dream Holiday's description of the
a Which are the most popular weeks?
package? On the basis of what you have heard , wi ll you want
b What type of client is attracted to this type of holiday? to recommend this Ame ri can hotel and the resort?
Discuss your recommendation s with your col leagues. What
Activity 2 will you want to tell your client?
Work with someone from Group B. He/She is a travel
consultant. Activity 5
You are at your desk at Paradise Holidays pic. A travel Write to your client to give your opinion of the hotel and the
consultant contacts you by phone. Use your notes to answer resort.
the caller's enquiries.

Activity 3
Now change roles. but keep your partner from Activity 2. You
are an independent travel consultant. Your partner works for
Dream Holidays Inc.
 Scenari o 1, 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, built by the Portuguese to
guard agains t intruders.
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. Nor should the Portugue...e old city with its fine
churches and temples. in particular the sixteenth-cen tury
BasJlica of Born Jesus a nd the Sc Cathedral be missed .
Finally, you' ll love shoppi ng in the colourful markets where
vendo rs in traditional costume sell everything fro m fabrics.
jewelle ry and spices to a variety of souvenirs.

The Garden of Eden Hotel * * * *

Set in lu::.h tropical gardens leading on to the beach thi s modem
hotel offer.; a good standard of accommodation in the main
building Of in garden cottages. All rooms are en s uite, with air-
conditioning, patio or balcony, T V, telephone and mini-har.
Regular entertainment includes beach barbecues, folk dances
and live music.

Hotel Amenities On the beach

2 swim ming pools windsurfing
coffee shop. shopping arcade wOll er-skiing
2 resta urants: traditional Hindi paragliding Holiday c ode IND 309
and Portuguese Indian bO;ltc ruises can
Room type h~'inJsho ",'er or bath/patio
2 garden ba~ be arran ged
Clr halrollY
health spa
beauty parlour 8o~rd basis bed & IU'HkfllSt

gymnasium
evening entertai nment No. of nighb I.

Flights from 01 Nov to 17 Dec 45' 51.

Scheduled from Gatwick to Dabo] im. Transfer to hotel from 18 Dec to 23 Jan 54' 688
approximafely 50 mins.
from 24 Jan 10 02 Mar '34 844

Transport from 0) M ar 10 24l\lar 54' 688

Courtesy buses to the cit ies of Old Goa and Panaji. from 25 Milf 10 05 Apr 612 82l

from 06 Apr \Q JO Apr '56 5 16

Value Plus
SINGLE SAVERS No supplements
FREE UPGRADE For honeymooners
CHILD REDUCTIONS £100.00

Climate
Month Temperature n ours of sunshine
N(lv 33'<: 8
,
IX<
I,.
33"C
,
3 1' C
,
F,b
Mar
Ap'
32"<':
32'C
33"C
I,.
37
 •
Tour
Operators
Planning and negotiating holiday packages
Writing letters of confirmation and reports

Preview
Work in groups and discuss these questions.
a What do you think a foreign tour operator wants from a hotelier?
b What do you think a local hotelier wants from a foreign tour operator?
c Who is in a better position to negotiate?
d What problems do you think there might be?

Reading
2 Work with a partner. Student A read the text below. Student B read the text on page 110.

STUDENT A
Before you read the article below, check you know the words in the box. Use a dictionary if necessary.

crucial to bluff a hike (prices) (room) allocation to bargain

to feature (in a brochure) to brief to barter an upgrade a shortfall

Read" Hotel Contracting" and answer these questions.

a Who is Gary David?
b What does his job involve?
c In his opinion, how cooperative are the hoteliers he has been working with?
Tell your partner about Gary's job. Make notes before you begin.

HOTEL CONTRACTING
Hotel contracting is one of the most cruci al activities of'
any holiday company's business - 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.
"'We need hoteliers as much as they need us,n said
Cadogan Travcl 's tour operations general manager Gary
David , who has made thirty-four visits to nine destinations
featured in the winter brochure. "'But they play gam es;
there's a lot of bluffing going on."
He claims this year to have toured 170 hotel and self-
cateri ng properti~s, vi ewed 500 bedrooms and visited
sixty-five handling agents. This is in addition to briefing
couriers, inspecting hotel notice-boards to make sure
material is well displaycd (it often isn't), visiting the
tourist offices for each destination and dealing with forty
airlines that serve the r esorts.
"There are all sorts of polities," said Mr David. "1t is a
question of attitude as well because some hoteliers like
bigger operators while others do not."
At Gibraltar's Rock Hotel. the manager agreed to
contributions for advertising and brochures, whereas in
Tangier, the Rif Hotel manager refused to move from his
20 per cent hike in rates.
HO\vever, bartering for room rates is only one aspect of
Gary David 's work. Others cover increases in room
allocations, upgrad es, added extras such as '\-vinc, fruit or
flowers, afternoon tea, improved child reductions, long-
stay deals and contributions toward s advertising, which arc
all used to improve the o\'era ll deal.
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, and use this as a bargaining tool,
or g ive out awards to tempt them to give better discounts.
"In Gibraltar I' ve had to drop two hotel s beCause of
poor standards so I\-e got a shortfall in capacity. I'vp got
now to push for increased room allocation, but I'm dealing
with hoteliers who don't need me because most cater for
n
business tramc. (adapted from Tra,"el Trade Gazelle)
 o Tour Operators

Vocabulary W hen you read a text in

3 Work with a partner. Choose five new words from the text you read. Explain their English you may notice that
meanings to your partner. some of the vocabu lary can
be grouped around a topic.
Writing 1 For example, in t he two texts,
4 Work with a partner. You are research assistants for a tour operator called Exotic there are many words w hich
Dest inations. Write a report on the relationship between your management and can be grouped around the
resort hoteliers. Use the two articles "Hotel Contracting" and "When the welcome t opic of money.
is frosty", your own id eas and the headings below as th e basis for your report.

Most short formal reports

have a format similar to
TERMS OF REFERENCE this:
At the request of the MD, to carry out a survey on the relat ionship between • Title page or heading - this
our management and resort hoteliers. should be clear but short.
2 PROCEDURE • Terms of
A questionnaire w as designed in consultation wi th senior marketing staff. reference/Objective - this
Our hoteliers and our Tour Operations Department w ere approached states w hy the report is
and asked to complete the questionnaire. being w ritten.

The findings were analysed . • Procedure - the method

used to co ll ect information.
3 FI NDI NGS
• Findin gs - w hat was
3. 1 Tour Opera.tions outlined the following difficulties;
discovered.
• Conclusion s and
recommendations - a
sum mary of you r report
and suggestionsfor the
3.2 Hoteliers tended to focus mainly on money and methods of payment.
fut ure.
After drafting yo ur report,
check it:
• Does it have dear headings
4 CONCLUSIONS AND RECOMMENDATIONS and a numbering system?
• Is all the information
relevant and necessary?
Name:
• Is it logically organised?
Research Assistant Date
• Is the language in the right
style for the intended
readership?
• Is it easy to read?
• Is the English correct?

Listening
listen to part of a meeting between Maria Rodrigues, the MD of Exotic Destinations, and
members of the Planning Committee. They are discussing a new package t our to Cuba. Then
answer th ese questions
a W hy are Exotic Destinations interested in startin g a package to e W hat are they going to charge for a two -week package?
Cuba? How wi ll they compensate for thei r low profit margin?
b W hy do th ey think they w ill be competitive? 9 W hat is t he difference between their rates and those of their
c W hat load factor w ill they be working on? competitors?
d W hat kind of overheads are mentioned? Il Why does Richard wa nt the f inal package prices?

39
 Speech work "Well, (a) ...... us their seat rates and (b) ..... . a discount by taking a time slot

Contractions (c) ..... been able to fill. So (d) ...... 270 seats at approximately £250 each

o 6 listen to David talking at the meeting.

What words are missing from the gaps?
for twenty-five weeks in rotation.
And (e) .. .... by the marketing people (I) ..... . probably be working
(There is more than one word in each gap.)
on load factors of about 80 per cent - so we should be doing OK. 'f

o 7 Decide if contractions are possible in these sentences. Then listen and check your answers.
a W hat wil l it be like? I have had to drop two hotels.
b She has been working there fo r six months . 9 She was in Majorca last week.
c She has to do a really difficult job. h You should not have told them our profit margin.
d There is a lot of bluffing going on. She cannot have fin ished by now.
e Th ere are all sorts of po litics involved. Pass me th e ashtray, will yo u?

8 Read the phone conversation that took pl ace the following day between Maria
and Sim on, the Assi stant Managing Director. Underline all the auxiliary verbs, the
forms of be and have, and the negatives. Decide if they cou ld be contracted. Practise
the dialogue with a partner.

Simon Hello, Maria. I am sorry I cou ld not make the meeting. 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. Th ere are
never any taxis when yo u need them. Anyw ay, w hat was it like?

Maria Well, my secretary has typed up the minutes and you should have got a copy on your
desk. Can you see it?

Sim on No.

Maria She mu st have forgotten then. Anyway, I will f il! you in w ith w hat we discussed.
Urn, yo u know, do not you, that I have negotiated a site at Guardalavaca. Well , we have
now been ab le to squeeze some very competitive rates from the hoteliers.

Simon Good ! And did you discuss how much we are charging the punters?

Maria £550 for two weeks.

Simon Yo u cannot go as low as that'

Maria We can! J mean we have to otherwise the competitio n will take away ou r custom.

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. I w ish I had been
there because I reall y do not agree that th e price is right.

o Listen and compare yo ur pronunciation w ith that on the tape.

 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.
a We've been approached by Sky Ai r.
b Sky Air has approached us.
c I'm told by the marketing people that we' ll probably be work ing on load factors of about 80 per cent .
d The marketing people tell me th at we wi ll probably be workin g on load factors of about 80 per cent.
e The broch ures should be sent to the travel agents in Odober.
They should send the broch ures to the travel agents in October.
9 All expenses must be au thorised in advance.
h You must get authorisation for aU expenses in advance.
The managing director was given the information.
j Th e information was give n to the managing director.
k He gave the managing director th e information.
It was stipulated that the agreement would allow for increases in the cost of aviation fuel.
m Sky Air stipulated that the agreement would allow for increases in the cost of aviation fuel.
n It is said that an influx of to urists will destroy the plan t life.
o Environmentalists say that an influx of tourists will destroy the plant life.
p She was paid $2,000.
q Th e tour operators paid her $2,000.

2 Answer these questions.

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.

a Sometimes it is appropriate to say who carried out the action .
b Modal forms can be used.
c Ve rbs with two objects can be made passive in two ways.
d Passive constructions beginning with it are used to ma~e a statement more formal or impersonal.

Practice
Complete this letter to Mrs Marinelli by expanding the followi ng notes.
Dear Mrs Marinelli,
This is to confinm our recent discussions, At the meeting / hold /25 January / it / agree that:
1 500 rooms with sea view / make available / Grand Canyon hotel/3D March - 25 November / weekly basis,
2 We, Global TOUr5, / require / infonm the hotelier / 4 weeks advance / if we wish our allocation I cancel, The account
settle I 1 month after close / of the holiday period i.e. by or before 25 December.
3 All payments/ make I U5$. The ratesforthisyear lfix/ advance 1$1 = 1650 lire,
4 It bring I attention / tour infonmation I nat display / last year. Therefore suitable space I must provide I for our
company leaflets and notices I display,
We trust we are in ~reement on all these points. I remain I disposal I raise I further points.
It has al50 come notice / your copy of the contract / never ratum. I I grateful I complete I without delay / return to our
Head Office.
It note I this aereement I valid /2 year5./6 months' notice I require in writing I in order it I tenminate.

Yours sincerely,

41
 Speaking
Putting Together a Package
9 Work in groups. Look at the following steps in planning a new tour programme, and
put them into a logical order. Add any stages which you feel are missing.

• Resort representatives are recruited and trained.
• Exchange rates and a selling price are fixed.
• The final destination is chosen.
• Economic factors are investigated; patterns of demand are
identified.
• The brochure is designed.
• Bulk hotel accommodation and airline seat rates are
negotiated.
• The brochure is printed.
• The first holidaymakers arrive.
• New potential sites are compared.
• A trial costing is drawn up.

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.
Decide what needs to be done.
 o Tour Operators
Negotiating an Agreement
• Wo rk in groups of four. Within your group you will work in two teams of two people.
Team A consists of the Marketing Manager and the Chi ef Negotiator for GETAWAY,
a tou r operator. Team 8 consists of the Commerci al Relations Manager and the Chief
Negotiator for VISTAS, a chain of travel agents. Team A look at the text below. Team
B look althe text on page 111.

TEAM A: GETAWAY
look at the agenda on the right. You have just finished
Age nda 12/03
discussing item 2. Read and discuss your negotiating
Sales of GETAWAY Tours
poSition.
1 Minutes V
2 Review of foreca sts fOI' next seaso nV
3 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
would like to have guaranteed eye-level racki ng in all
..,oes.
IIlem 5
• they ask for incentives, offer SOp to the person confirming
the booking. You would make this payment monthly, Writing 2
worI:ing from the departure date. If they pay quarterly (like all 12 After your negotiations between GETAWAY and VISTAS,
your other clients), you can offer £1.10. write a letter to confirm your agreement. Use this outline as
IIMr 6 a model. If you haven't reached agreement, you will have to
Your policy is to acknowledge complaints within five days and modify some of the wording.
where possible to give a full explanation w~hin three weeks.
Often a lot of time is needed to check up on all the facls .
IIlem 7 D ear
You can offer an educational for the travel agency staff which
this rear will be to India. This is a summa ry of the points we
cO\'cred during our meeting of (date)
Before you start negotiating with VISTAS you should decide:
Commissions
- what you want to achieve. It was agreed .. .
- you r order of priorities.
- w hat you think V ISTAS w ill want. 2 Sales, Display and Racking Policy
- how much you are prepared to accept. The policy on this will be .. .
- w hat you think V ISTAS wi ll be prepared to accept. 3 Incentives
Decide who will say what. Then negotiate with the VISTAS Afte r discussion, it was decided ...
repres~entatives. 4 Customer complaints
It was agreed ...
Useful negotiating language 5 Educationals
These will .
Making a proposal Disagreeing
I suggest we . Yes, but.
W ith best regards
Our position is that ... I'm afraid that's ou t of the
We 're sure you 'lf agree ... question.
Agreeing We appreciate your Yours Sincerely
position but ...
I'd go along with that
I see your point but ...
Point taken.
Let's be realistic.
As we see it . .

43
 •
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.
a Why do people come to your country?
b What do they do when they are there?
c Is it the perfect place to come to or are there some disadvantages?
d Why do you think people want to visit Britain?
e 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.
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,

on-site interpretation in other languages

· Historic cities/pleasant countryside • Utler and pollution, particularly in london and on some

· Attractive coastline polluted beaches

·• Good shopping facilities

•
Many types of accommodation
Good network of Tourist Information Centres
· limited supply of modern budget accommodation in
urban areas and on transit routes

· limited booking services for some types of

accommodation (e.g. self-catering and farmhouses)

• Channel Tunnel
· Insufficient investment in connecting road/rail transport

·• Toll-free motorways
Widespread availability of lead-free petrol •
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

· Good choice of language schools • Variable standards

·• High standards of health and hygiene

Free press/media
· Poverty and violence in a number of inner cities

• Politically stable

• Attraction of the Royal family/historical

traditions/ceremonies
 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.

Listening 1
4 Does your country have a government organisation which is responsibl e for
the development of tourism? If so, 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.
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.
posters
Make three networks round the headings advertising.
public relations and promotions.
Use the words and expressions in th e box and add as many
words as you can.

stickers brochures leaflets

lobbying trade fairs compebbons
publicity
receptions sponsorship billboards
commercials ex hibitions publicity
special offers press releases discounts
p~sters promotional videos talks and presentations

6 Work with a partner and compare yo ur networks. Th en discuss discounts

w hich strategies are the most and least effective and under
w hat circumstances.
7 Nouns in Eng li sh can be countable (like a trip) or uncountable
A B
{li ke travefJ. Match the uncountable nouns on the left with the
countable noun s on t he right which are associated with them. Uncountable Countable
advice a f act
advertisin g a close watch
progress a recommendat ion
research a coin
monitoring an advertisement
baggage a study
information a step forward
money a suitcase
45
 Listening 2
Describing itiner aries
08 Tour operators, 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.
Listen to Helen lee describing a familiarisation trip to China
and follow the itinerary on the map. Then listen again.
Which of these places are mentioned as part of the tour?
• the Forbidden City • the Terracotta Warriors
• t he Summer Palace • the 8anpo Village
• the Jingshan Park Shanghai River Tour by night
the Temple of Heaven • the Yangshuo Orch id Garden
• the Potola Palace

Speaking 1
Fam itiarisation trips
9 Work w ith a partner. Student A read the text below. Student B read the text on page 111.
STUDENT A
Tell your partner about the itinerary below in your own words.

CUBA
o lJ T N T N R lI. R Y

CUBA
Ha va na
9

'" 0-
Santiago
de Cuba

DAY 1 DAY 5
Depart London mid-morning Tuesday on VIASA via Caracas. City tour, includin g the Moncada barracks which Fidel Castro
Arrival late evening in Havan a. Direct to the Horel Plaza, and a group of followers failed to storm in 1953 in an early
opposite Central Park in old Havana, the area famed fo r its abortive attempt to seize power. Good museum s in Santiago
old Spanish Days. include rhe Casa Velazquez dating back to the 16th Century and
DAYS 2 - 3 the Museo Bacardi. (Optional).

Explore H avana. Visit to a handicraft centre and the Guanahacoa DAV 6

museum on the outskirts of Havana, which has rooms dedicated Excursion to the Basilica in El Cob re, a village 18 miles
to the influence of Mrican cultures on Cuba. Free time to wander northwest of Santiago. Transfer to airport and return to Havana.
the streets of old Havana and appreciate the city's fine Accommodation in the Pla'la Hotel.
architecture. Vis it to The Museum of the Revolution, the old fort
D A V ;
and the Cathedral.
Return home
DAY 4
Visir to a cigar factory. Transfer to the airport for flight to
Santiago de Cuba in the east of the island, famed for its buildings
and bea utiful settings. Overnigh t scay in Las Americas hocei.

Language Focus
Referring to the future
During her talk Helen Lee used a number of verb forms when referring
to the future itinerary.
I'm going to describe the iti nerary to you .
2 You'll be visiting most of the famous places .
3 From Beijing we go by coach to a smaller city in the North.
4 The guide will take you on a sightseeing tour.
5 We' re flying there the following day.
6 By the end of the tour hopefully you'll have learnt a lot
about China.
Match each of the verb forms above with a description
(a-d) on the right. Th ere may b e more than one answer.
Practice
Study the following sentences. and say which verb form
is appropriate in each case and why.
a Could you ring the airport and ask what time the first
fl ight to Brussels shall leave / leaves'
b (The telephone rings - it is 10.55.). O h, that'll belis to be
Rosa. She said she'd ring at 11.
c We'd better hurry up - it looks as if it's going to rain/will
be raining.
d The Antarctic will certainly become/will certainly be
becoming an important touri st destination .
e You haven't got a car 1'1/ give/ I'm giving you a lift jf you like.
It's not surpri sing he won't do/is not to do any work for
you - you don't pay him!
9 Don't panic! I'll have finished/'ll be finishing the report
by Wednesday afternoon.
h I won't have/am not having time to see you -1 '1/ have
finished /'1/ be finishing the report on Wednesday aftemoon.
Ricardo says he doesn't attend/won't be attending the
mee"ting - he thi nks it will belis to be a waste of time.
The Prince of Wales is to open/ will have been opening
the new theme park on April 1st.
k We will have/a re having an office party on Friday after
work for Justyna. She will work/ will have been working
for us for twenty years.
I'm fed up with working here. I'm going to try/will try to
get a better job somewhere else.
Collect examples of language illustrating a grammar point
you want to learn. You can find these examples in
documents you read, in grammar books, or you may make
a note of something you have heard.
f) Promoting a Destination
a She is referring to a schedule which is programmed in
advance and possibly difficult to change.
b She is talking about an event that w ill be completed at a
given future time.
c She is announcing her intention to do something.
d She is describing arrangements that have been made.
As you can see, it is sometimes possible to use more than
one futu re form although there might be a slight change in
emphasis. What is important to remember is that will is
only one way of referring to the future.
m On the second night of the programme everyone will be
going/will have been going to a cabaret show.
2 Using what you have learnt from the previous activity,
read these grammar notes and write your own sample
sentences to illustrate their use.
a The present simple can be used for a programm e or
regular schedule w hich is unlikely to change.
b The present continuous can be used to refer to arrangements.
c will can be used to make a deduction, or to make a
factual prediction.
d will or ' II can also be used to make spontaneous offers.
e won't, as well as predicting that something will not happen,
can also be used to indicate a refusal, or lack of willingness.
going to can be used to predict future events based on a
presen t evaluation of circumstances.
9 going to is also used for a personal decision or intention.
h is/are to refers to events which (Complete the rule.) ...
The future continuous (will be + verb -ing) can be used for:
arrangements
ii events which (Complete the rule.)
The future perfed (wi ll have + past participle) can be used
for an event that will be completed at a given future time.
k Th e future perfect continuous (will have been + verb -
ing) can be used (Complete the rule.) ...
When you have collected enough examples you can try to
work out the grammar rule(s) for you rself, discuss your
ideas with other learners, and perhaps be able to teach
them things they didn't know!
47
 Vocabulary 2
Broch ure language
10 The brochure is probably one of the most important documents used in the promotion of a destination.
Brochures use very descriptive language to make holiday destinations sound attractive.
Read this description of Salou in Spain and pay particular attention to the highlighted words.

With it s ma1Ye ll ou. beach, °dyllio harbou r and man y

S alou has 8llJthe ingredients for a perfectlseaside holiday . Its
tma.joJl attract ion is a cng ,wide beac h of sari, gently,.
belving sands, backed by a tinet tree-Jined promenade. 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.
West of Salou is the aHractive< fishing vill age of Cambril s.
magnificent- seafood restaurantc; it is a resort in its own right. But
whe rever you stay in the Sa lou area you' ll have access to
IiQLe h ost pl eas ure s : supc rliJ bathing , ~ vcry. kind a
watersport and, by ni ght.lPlen.ty ot: excitement in oun~ bars
and discos. Another LimpressLv attraction is the tfuly amazing
Aquapark at La Pineda, a Shortlbus ride fro m Salou itself.

Descriptive adjectives
11 Each of the groups of three adjectives below can be used to describe
one of the nouns in the box. Match each noun with a set of
adjectives. Can you add an appropriate adjective to each set?
Use a dictionary to help you.

beach village hills mo untain s

hotels views city atmosphere

1 rolling 2 l ow~ ri se 3 quaint 4 relaxed 5 spectacular 6 un spoilt 7 ruined 8 secluded

gentle spacious old -world carefree soaring stri king medieval safe
undulating well-appointed cha rmi ng welcoming majestic panoramic bustling un crowded

Writing 2
12 Th is text about a holiday complex is informative but not very
descriptive. Decide where the words in the box may be
placed in the text to make the holiday complex sound more
appealing.
13 Work with a partner. Add descriptive words to the following
passage, but this time choose the words you want to insert.
Then compare your text with one written by another pair of
students.

A S T A Y I N P ARAD I SE
This holiday camp/a. is within reach
ifthe bay and the sea. There areJour
tennis courts QI'ai/able ro BUest.f and
the Sandy Lane Go!fdub is just a bus
ride alVoI
Hole Town exudes on atmosphere with
its streets and houses. H&tch the world
80 byJtom the aye terraces or sample
Tangier with its bazaars and architecture
dishes in the restaurants. provides a taste of the Orient. It has sporting
facilities, including golf. tennis and sailing.
Watersports can be enjoyed a long its coasts
easy easy~go in g which have beaches. You can try your luck in
flood lit many welcomin g the casino or window~shop dow n the
boulevards of the quarter. The Mendoubia
wh itewashed id eally situated
Gardens. a palace and antiquities are just some
seclud ed, rocky short of the attracti ons that Tangier has to offer.
cob bl ed mou t h~ wate ring
free-of -charge
 8 Promoting a Destination

Speechwork
Pausing and rhythm
o 14 You work for a major tour operator and have recently been
involved in setting up Cuba as a new destination. You are
images and you should therefore be careful to respect the
pause boundaries ( / ). the stress markers, the intonation
preparing the soundtrack for a promotional video praising the patterns and the speed of delivery. Record your soundtrack in
attractions of the island. Below is the text you will have to a language laboratory or, as homework, on to an audio
read . Your text will have to synchronise with the video cassette. Then compare your recording with the tape.

If I mention D.l.l2g to you, I what are the ~ things / that immediately / come to mind? / ~ / Communism /
and QgMI I. Maybe it's not ~ idea / of the perfect holiday. / Well, you're ~! / Because in fi!g / Cuba has
changed / and it's ~ / for the better. / And so why do many more people / ~ decide / to have a fantastic
holiday in Cuba? / Well, the ·t ill1 reason / is that Q112g / is an affordable tropical destination / with fan~
~ / and wa tersports / as good as anywhere. / The ~ reaso n / is the ~ / and their music /
~ as they do / such a variety of ethnic origins. / And fM1 / but not ~ / the history of Havana /
especially / its association with two great / twentieth-century ~ / Graham ~ / and Ernest Heminway.

15 Write your own commentary for a video about a place you like visiting.

Speaking 2
Making a presentation
16 You have recently returned from a familiarisation trip t o a The language of presentations
holiday resort and now have to report back on your visit. • Introduction
Decide which resort you went to and which tour operator Good evening, everyone.
paid for your holiday. Prepare a presentation. Talk about the Thank you for inviting me to speak on .
resort itself and also about those facilities offered by the tour Tonight I am going to talk about
operator. Include the following: • Introducing your talk
I would like to start by .
- TRANSPORT TO AN D FROM I sha ll begin by .
THE RESORT Then I w ill speak about.
- THE CLiMATE Thirdly I will talk about ...
- THE ACCOMMODATION And lastly.
-THE LOCAL ATTRACTIONS • The main part of the talk
-THE FOOD Let us begin with ...
- TRANSPORT IN THE RESORT However.
- THE PRICE AND VALUE As far as (the accommodation) is concerned.
FOR MONEY Moving on to .
- THE KEY SELLING POINTS My third point deals with .
And last but no t least ...
• Summing up/ conclusion
After the presentation, work in groups and discuss these 50, in conclusion, you can see that.
questions: Saying thank you and ending your talk
a Could everyone hear yo u? Thank you all for listening so attentively.
I hope I have been able to tell you a little about .
b Did they understand yo u?
Before I sit down I would first like to thank ... for ...
c Did they think yo u sounded co nfident? Does anyone have any questions?

49
 •
Responsible
Considering environmental issues Tourism
Taking part in meetings
Writing press releases Calvin and Hobbes by Bill Watterson

Preview
Work in groups and discuss these questions.
a What could be the negative impact of
tourism on the followin g?
• historic sites
• beaches and the coastline
• the countryside
• wi ldlife
CALVIN AND HOBBES © 1993 Watterson. Dist. by UNIVERSAL PRESS SYNDICATE.
the host community's culture
Reprinted with permission. All rights reserved.
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, using the example of Waikiki,
describes ways in which small island states can develop sustainable tou rism . As you read,
make a note of the things that a developer should and should not do.

Safe Tourism
OST RES()URCE~rOOR island states trying to ma nage to

M surv ive in th e global economy cannot afford to

neglect the economic opportunities tourism offers. As
they su ffe r fro m the continuing slide of internationa l
commodity prices, Illany have no alternative but to offer their
natura l heauty - and cheap laho ur costs - to attract the
tourist indust ry. Foll owing the ru les for sustainahle to urism-
",,,hile tough - cou ld red uce th e risks to the environment.
so, \I;!HAT RUI.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 . Leav ing aside
the thorny issues o f foreign ownership and o\"ersaturatio ll ,
Hawa ii can teach us a few things ahout safe to urism. T he
world's most re-.:ognised tollrist destination is \Vaikiki. Now
Waikiki ''''as not always a beach - it was a swamp before
de"dopers trucked in white sa nd to create the fabl ed stra nd .
Th e hotels o n \Xlaiki ki all rose Out of th e same swamp and
recla imed lan ds. Which neatly encapsulate s yo ur second rule
of safe tourism: do not displace all)' existi ng desti nations.
WA IK IKI ITSELF, \'I7ITH some 30,000 hotd rooms, covers little
more than sevcnter:n city blocks. Despite its small area, the
to the delight of the indigenous ~ommullitjes. Ha . . e YOLI ever
great m a j or i t~· of th e fi ve million tourists w ho visit H a' . . aii
tried to get an hotel room outside o f Waikiki on the island of
every yea r do not ventu re beyond thi s luxur io ll 'i ghetto, mw.:h
Oahu? It is tough to find a n hotel. And there are no plans to

appron" :m y morc, sa)' aides to Go\'crnor John \X' aihe'e,
Ha wai i's fir st Polynesian governor. 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.
AI\'U THF. R RULF: T .-\I-:1'. fewe r touri st" who wi ll stay longer and
spend more. 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 .werage of ten day" and unlo:J.Jed
$1,000 per head. Not a good sign, hecause infrasrructura l
t:olls rrm::rioll and maintena nc e costs, alrend y ho\"eri ng nroLlnd
(me hillion dolbrs a year, risc to kc'e p li p with slIch huge
numbers of visito rs to <1n islan d S{;lte with ;l·total population (")f
ahollt a million. And do not forger that close to 60 per cent o f
the tourist receipts are imm edi;1teiy rep;1tri;1tcd off island.
\\:'l rH THE COi\'CFNTRAT10N on volume, mass.ive horel s had to
hehuilt TO cope with the millions of bodies that the airlines
wcre dumping on the island ~ with competitive f.1rcs dcsi);fled
ro pur bottom s on the much larger numbe rs o f scats in the huge
747$. In many cases the hit;ger hotel" were relying on pilCkage
tours for h,llf th eir OC(UP;l1lcy ratl'S.
AN D WH AT IS wrong with big: hotels? You Ci111 imagine the
amount of water, energy, personnel, roads and th e like whidl
h;1vc to be diverted to "lIch la rge con structions - paid for hr
loca! tax-payers. Buildin); huge hotel s req uire " enormous
;ln10 unts of moner whi(h arc av,lilahle on ly in the metropolit:J.1l
(ount ries, w hich in turn mean s handing own ership over to
off-i "l a nd \.."orporations. Owners from disranr places ha ve <.1
hisrory of tying their (onti nued p resence ahroad ro the amount
of incen ti ves offered by th e authoriti es, which are already
sa ddled with the infrasrructUTal COSts, \.... hile the vast majurity
Wo rk in groups and discuss these questions.
.:!.
3 W hat advice w ould you give to a deve loping country tryi ng to en large its tourist industry?
:. 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). 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.
recognised tourist destinations fableg ,trand
reclaimed land s second rule
: These phrases are also taken from the article, Practise saying them
aloud and compare your pronunciation with the tape.
tried to visit to
tourist development neither television nor air-conditionin g
. , Responsible Tourism
of revenues from tourism arc cepa triated off-island.
H A\,\'A lI HAS REDIRECTED its efforts to attract fewec visitors ()f
a higher calibrc. By so doi ng, the resorts 3re sma ller, less nlsd y,
a nd much more plea!'iant places to visit. It was ironic that th e
most successful, and expensive, cesorts in Hawaii were the
smaller ones like Hana Maui R;1 nch, which had neither
tc\evision nor ai r-conditioni ng. Han a Malli Randl did ha ve a
cultur:ll show , hut it did nor feature professiona l emertainers-
those dancing for the guests were tht" maids, ga rdene rs,
accountants and managers of the horel , aJi of whom wc re locn l
Pol ynesians. Yet it L'ontinlles to enjoy some of th e highest
re turn rates an ywhere.
TH AT l. EADS ,\IE to another rule: in volve the local community.
Ens ure your success i'5 sh;Jred hy them. Offer local farmers and
business folk the first opportunity to provide you r resort with
food. 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 . Instead of
importing, f oc example, an arti st-i n-residence, which is
fa shiol1i1 ble in tht: top resorts, appoint loca l art ists, and import
a coasral-botanisr-in-residence, and give the findin gs to th e
10CII :J.llthoriries, rhereb), increasing the knowledge the
comm unitr has of it, own Jl <t turai resources. Also cons ider
marine bi o l()gisrs, mllsit:ologists, :J.gronomists, and for rhe
reall y confident and sav,,)", mytholog ists. Tn other words try to
im p ro ve thl' lot of the loc:lis. If yo u d o not, rhen you arc
sentencin g yourse lf to eventu:ll bilure ",hid wi ll manifest itself
in surl y workers and insults hurled at your ho rel guests. \"x!hen
yo u fir st notice thes(' signs - find a buy(,r, quick.
(a rticl e by Lele-i Lelaulu in Oll r Planet )
cheap labour costs the great majority
ow n natural resources island states
51
 Listening
Protecting the environment
6 Michael Leech is Managing Director of a company called
Overland Encounter, which organises adventure holidays to
remote destinations. He is very concerned to protect the sites
he visits and talks about the way he thinks the environment
can be protected.

What steps would you take to make sure that no damage is

done to the environment?
o Listen and answer the questions.
a Michael mentions patterns of behaviour which an operator
can encourage among tourists. What are they?
b W hat, according to Michael, 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? • religion?
• photography? • begging?
Would these be the same wherever they travelled?

Speechwork 2
Word boundaries, linkage
08 Read these expressions aloud.
What happens when a consonant sound is followed by a
vowel sound?
Listen and check.
global economy tourist industry fo reign ow ners hip
a small area economic opportu ni ty
09 Listen again to this extract from the interview with Michael
Leech. Write the words that are missing from each gap.
Are these words pronounced separately or are they run
together?
"I know you're very (a) ...... environmental issues at
Overland Encounter but, in practical terms, 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) ...... ' tourism. You can't deprive people of their
interest in wanting to travel. But what you can do is to
(c) ...... patterns of behaviour which will introduce them
to a country in a responsible way. That means, for
example, making sure that, on an adventure holiday, n o
detergents are used in springs or streams and that no
10 Work with a partner. Take turns to be A and B. Read this
conversation aloud.
A OK, so tourism can have a beneficial effect by generatin g
income and creating employment, but what about its effect
on the environ ment?
B Well, jf you're not careful it can cause serious prob lems.
A You mean allowing tourists to go to Antarctica, t hen letting
them trample all over rare plants?
B Yes, but it's no t only in remote areas w here this eco logical
damage is be ing done but also in modern, highly
technological countries like Britain.
A What do you mean?
B In areas of natural beauty such as Snowdo nia; f irst, t he
footpaths have been eroded away. Secondly, 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.
A Mm - this is w hat's happenin g in mountain areas where there
are too many ski slopes, isn 't it?
o Listen and check your pronunciation.

(d) ...... left behind after camps. It means, if you're

visiting a (e) ...... like the Antarctic, that people must
respect the rules and not damage (f) ...... or go too near
the penguins. It means providing travellers with a pack
with (g) ...... how to behave and what to do to best
preserve the cultures and places visited."
 e Responsible Tourism

Language Focus
Reporting verbs
These verbs are often used to report w hat someone has said . Do you know th~m all ?
acknowledge concede insist remark
accept confirm maintain reply
agree deny observe reveal
announce explain pOint out state
claim imply promise suggest

They can be followed by a clause beginning with that. 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 .

These verbs can be followed directly by to.

accept agree claim pro mise th reaten
The hotel has agreed to reduce no ise levels after midnight.
The protest movement has tlueatened to blow up the planned development.

Some reporting verbs are followed by a person then to. These include:
advise in struct order remind urge

ask in vite persuade tell warn

They persuaded the operator to drop the project.
She warned them not to go ahead.

Practice
Choose suitable verbs to complete the extract. (Often more than one answer is possible.)

N A STRONGLY-WORDED article published two weeks ago, Vanessa Gardner, editor of Tourism

I Alert (a) ...... 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. She (b) ...... that tourism brings foreign
income to developing countries but (c) ...... that alllhe local population get out of tourism is the privilege of
making our beds and shining our shoes. And she (d) ...... that the marketing people are wrong to (e) ...... that a
holiday can only be Green if it takes place in an undiscovered part of the \\o'orld and costs the earth. She
(f) ..... that you only need twenty rich foreigners descendin g on an Amazonian village to create more
environmental and cultural damage than 10,000 ordinary holidaymakers enjoying themselves in a resort
where there is no fragile ecosystem or culture left to ruin.
But in another article which appeared in last week's Travel Gazette, Antony Jay of Outreach Adventures
pIc di sagreed. He (g) ...... that Green tourism was just a fashion and (h) ...... that operators did care about the
future. And to prove it he (i). . to donate $ 100 per person to the Worldwide Fund for Nature. Ho w man y
businessmen would do that?

53
 Vocabulary
Meetings
11 Match the verbs in A with the noun phrases in B to make expressions which are often used in meetings.
A B
find round in ci rcl es
face comments
put to a decision
in vite agreement
reach the proposal
second facts
raise (someth in g) to the vote
go the subject
come common ground

12 This is an extract from a meeting about tourism in Goa.

Fi ll in the gaps with expressions from exercise 1.

The chairman (a) ..... . from the audience.

Mr Singh I would like to (b) .. .... of cost - who is going to
pay to clean up the beach?
Mrs Patel Mr Chairman, we've already debated these issues
- we must now (c) ....... I know we hold opposing
views but perhaps we can (d) ....... But if you want
my op;nion, we must (e) ...... - either we
encourage tourism or we remain poor.
Mr Dahar But look, we're (I) ...... ; if we don't (g) ...... now
we'll be here all night.
Mrs Devi I think we have discussed the matter enough.
We must now (h) .
Mrs Patel I (I) ...... ; it 's an excellent idea.

13 Match the adjectives in A with the nouns in 8. Use a 14 What is missing from these sentences? Use the expressions
dictionary if necessary. from exercise 13.
A 8 a Perhaps the main ...... to responsible tourism is the profit
a foregone argument motive.
a fruitful arrangement b There' s been a very ...... between local pressure groups and the
a heated block
Min istry of Tourism and most of the prob lems have been
a key collaboration resolved.
a stumbling conclusion
c There 's no point in holding the meeting - the result's a
a vested interest
a workable issue d He owns a number of hotels in the area so he has a ...... in
promoting the growth of tourism.
e It's not the best solution but it's a. . for the time being.
There was a ...... on the proposal to build a new motorway and
some people got very angry.
9 Although the effect of tourism on the environment is a .
some people still don·t want to measure the effects.
 o Responsible Tourism

Speaking
Holding a public meeting
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. First read this newspaper article and summarise the main pOints.

Ambitious plans to spend £ 100 million 011 a disused
slate mine in north \Vales arc causing a flerce disputc
among locals. The tourist development is planned to
ce ntre around a "OlIarrytorium", with a guided visit
down the mine, and a residential complex built around
eight dry ski slopes, a tropical park with
illumin ated waterfalls, lasers and
hologra ms and an adventure playground.
The disused mine is at Glyn Rhonwy,
less th a n a mil e from the vi ll age of
Lla nberis, on the northern edge o f the
Snowdonia Na tional P ark. It has been
bought by Arfon Borough Council which
has asked several develop ers to come up
with plans for redeveloping the site.
Re ce ntly a company called
LeisureLand has come up with a project
whi ch, besides the Qyarrytorium, also includes hotels,
conference facilities, shops and restaurants, and a sports
ccntn.:. Most controvt.:rsially, rh<;rc an; also plans for
thirty "holiday farm stead s", eac h co nsisting of about
twenty far m- type cottages.
However, since the proposals were published in the
l ocal paper, peapk have started objeding. A protest
gro up ha s betn fOfmed, headed by
Gwynncrh Jones, whose house overlouks
GI)'11 Rhol1wy. Although cafeful to givt.:
credi t to the council for buying and trying
to develop the arC.l, 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.
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<.:
future of Arfun m u st b<.: rC<lt:hcd .
Representati ves of all the viewpoints of the 10..:a1
..:omlllunity have been invited.
(I.!x rra...:t frull1 Holiday Wbi..hr)

16 Work in groups. Your teacher will choose a chairperson w ho should use the role card below. Your teacher w ill tell th e other
people w here to find their role cards. You can add your ow n ideas to the suggestions on the cards.

The chairperson
You r role is to make t he meeting go smoothly and Jet everyone have th eir say. Di scussions ca n get heated and you
may have to remind participants to remai n poli te, not interrupt, not monopolise t he discussions and so on.
Here is some useful language:

Opening a meeting Right, shall we ge t started?
Th e first thing we have to discuss I
decide is .
Inviting comm ents I'd like to give the floor to .
Mrs Olsen, is there anything you
would like to say'
Does anyone have any further
comments?
W ould you like to come in here?
Directing the We seem to be losing sight of the
proceedings main Issues.
With respect, f don 't think that is
entirely relevant.
Could we stick to the subject under
discussion, please?
Perhaps we could co/ne back to that
later.
I'll come to you in a fiji/lUte .
Closing the Are there any further points anyone
meeting wishes to make?
To sum up, .
Are we all agreed on this ?
Shall we take a vote? All those in
favour? All those against?
I declare this meeting closed.

Writing
17 Write a 250 -word press release reporting what was said at the pUblic meeting about th e development at Glyn Rh onwy.

55
 •
Transport
Analysing transport requirements
Planning a transport network

Preview
Work in groups and list some different means of transport.
Then discuss these questions.
a W hat are the advantages and disadvantages of each one for
2
long or short distances?
b How do you prefer to travel? W hy?

Listening 1
o 2 Susan recently went to the USA for three weeks. 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. Write the dates, tim es
and means of transport.

! !J

/
!

MliX1CO

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.
The plane takes off at 7.30.
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.
In this case, take and off do not make a two-part verb.
3 The same combination of verb and particle can have more
than one meaning:
The plane took off. (leave the ground)
He took off his jacket. (remove)
I can take 5 per ce nt off the price of a ticket. (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,
In this sentence his jacket is the object of the verb.
2 Transitive phrasal verbs are separable. The object can be
placed between the verb and the particle:
The travel agent sorted out her itinerary. (sort out =
organise)
The travel agent sorted her itinerary out.
3 If the object is replaced with a pronoun (it, him, me) the
verb is always separated:
The travel agent sorted it out.
Which of these sentences are correct?
a Susan's uncle put her up.
b Alicia saw off him at the airport.
c She took up the option.
Practice
Replace the words in italics with a suitable phrasal
verb , Do as many as you can, then listen to the tape
(Listening 1) again to check or complete your
answers.
a I've pretty well planned and formulated w hat I'll be
able to do while I'm there ...
b So I' ll be departing on 1st September .. .
C My uncle wi ll be collecting me from the airport and
accommodating me for a few days ..
d You can travel quite eas il y on the subway and if you
want to sightsee .. .
o Transport
d A: Can I have the bill?
B: Sure, I'll make it out now.
e Th e board of directors set up a meeting for 4 p.m.
TYPE 2 PREPOSITIONAL VERBS
These verbs take an object, but are inseparable. The object
always goes at the end:
A tour gUide wi ll look after the grou p.
A tour guide w ill look after th em.
Put the words in italics into the right order:
a around / Chicago / looked / she.
b There are new airli ne safety regulations: can't / get / tour /
operators / them / round.
c for / made / nearest / taxi / stand / the / we.
d the / chance / she / at / jumped / to visit the Himalayas.
e old / an / he / into / ran / friend / at the airport.
TYPE 3 INTRANSITIVE TWO-PART VERBS
Intransitive ve rbs can not take an object and cannot be
separated .
Th e bus broke down.
We had to hang around for three hours while they
mended it.
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 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 ...
9 Wait a minute ..
h The on ly problem is that you' ll have to wait with
nothing to do in Chicago ..
. I really need to reduce costs so I'm hoping to be able
to locate and see again some old friends ..
I'll write the itinerary for you ..
57
 Vocabulary 1
Connections
4 These words are all connected with transport.
Put them into logical sets.

liner sail long-haul platform cruise

toll runway compartment make for stopover
registration number break dow n see off iet lag ru n out of
stand-by station wago n crossing roundabout ticket col lector
track set off drop off highway starboard
press on self-drive guard ha rbour gang~ay

Add two more words to each set and co mpare

your sets with those of other students.

5 Imagine that you recently accompanied a group of travellers on a trip involving several means of transport.
Write a short account of the trip using as many of the words in the box above as you can. For example:

Af 6 1Bpm. w~ 5et off ffl7m V,chlritl 'Station. ~~d -/he O~;eY1r Express '" ow fj~sr-c1"s<; ccmpar/ntetlt ..

Listening 2 Speaking 1
Understanding rapid speech, announcements Making announcements
o 6 It can often be difficult to understand announcements mad e
in public pl aces, especially if the public-address system is
08 Your teacher will give you a number of messages w hich have
to be given out over a public-address system. Record the
poor. listen to the messages. messages and play them to the rest of the class. Did
Wh ich wo uld yo u hear: everyone understand? If not, what was the problem?
a on a train/at a railway station?
b on board ship?
Vocabulary 2
c at an airport/on a plane? Synonyms, British and American English
d on a bus? 9 When she went on her trip Susan had to und erstand some of
listen again and note the information. the words and expressions which are used in the USA but
not in the UK. The ones in the box below are all to do with
travel.
Speechwork
Find the pairs of synonyms and put them under the correct
Word boundaries
o 7 liste n and notice w hat happens to the sounds at the word
boundaries in these examples:
headin gs.
For example:
BRITI SH ENGLI SH AM ERICA N ENGLISH
Th e next time.
M ind the doors. driving licence driver's license
Now try saying these se ntences . Which so unds disappear?
Which so unds run together? pun cture hood driving licence pavemen t
city centre sidewalk flat underground
a Here in the main square, on your right, is the famous l ean ing
lin e car park motorway downtown
Tower.
queue gas estate car subway
b Passengers are adv ised not to leave th ei r luggage unattended.
freeway petrol statio n wagon bonnet
c We 're now approaching Pi geon Po int. Tobago, w here parking lot driver's license
passe ngers can disembark.
d Wo uld M iss Andreas please report to the Purser's Office?
D o you know any other w ords t hat are different in British
e Captai n Nolan would like to welcome yo u on board . and American Eng li sh?
Listen to the tape and check.

Reading
Passenger care
10 Travelling can often be tiring and uncomfortab le. 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.
Decide which of the extracts A-G match the numbered gaps in the text. There is
one additional extract which does not belong in any of the gaps.
" Look ing at w hat London Gatwick Airport has done, the
sol ution now, in hindsight, seems obvious.
o But Fast Trac k has other benefits for the business trave ller.
e The best ideas in business are qUite often the most obvious.
6) Even at the busiest times of the day, it now takes business
passengers only a minute or two to pass through the
barriers to go airside.
~lo~=~e~~__~~~~~~1
For example. business travdlecs passing through Europe's
airporrs have co nstantly bemoaned the fact that however
much their ti cket COS t , or however mu ch they were
pampered in-flight the real hold-ups always came when
passing through pao;sport co ntrol and security, or waiting in
duty free.
1 8~
~ ________________~1 Ie
That las t-minute report to finish, or taking just one marc
phone call, 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 - after all they arc going on holiday.
19
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.
10
A pass is give n to eligible passe ngers at check· in.
o Transport
o Many airlines offer attractive incentives such as free
limousine and helicopter t ransf ers, advance seat
reservations and priority baggage handling.
o For the busy executive, it is not so much that time means
money, rather that he or she usually cuts it f ine when
getting to t he airport.
e This system, called Fast Track , 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.
Ie
The special entry gates to me
departure lounges. however,
only operate up unti l 2 p.m . The ai rport's research has
shown that the bu lk of business travel Aights we re before
th is time, with only a handful afterwa rds when the regular
control points had no queues. However. it is a position that
is regularly reviewed by the airport.
For instance. those who have hurried to the airport without
the time to pick up any foreign currency can collect pre-
ordered currency from a special Fast Track desk at the
airport's bureaux de change. Or if they travel to th e airport
via the Gatwick Express. they can use the credit-card phone
on th e train to order the currency o n the way from Victoria.
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. f as t Track
pass-holders can take adva ntages of their own check-om.
N ot surprisingly. Fast Track has bee n a smash hit with
London Gatwick passengers (numbers using it have
increased from 40. 000 a month when it first narted, to
65, 000 a month at present). 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!.
59
 Writing FAX
Dealin g wit h co m pta ints To: L. Atien;o:a, Airport Admini stratioJl
From: G. Richard.~ Shwavs
12 Unfortunately, not everything runs as 05 106 ' , .'
Date:
smoothly as in the previous article!
No. of pages inc. this one: I
You work at an airport in your country
ncar Mr Aticnz.a
and have received this fax from Gary
Richards, Ground Operations Thank you for
mont h .
yo~r hospitality ofT('n~d to Peter Forster, John Carlyle and myseIf earI'leT t hi s
Manager at Skyways.
Since my visit, OUT Chairman, Francis Pilrkcr has visited and h'
Work with a partner. Read the fax and items which he considers need impro,-emcnt :' . on IS r eturn reported certain
discuss Gary's complaints.
Then write a reply to explain how you
\lvithT~s::.CIi\'ery and installation of two additional set.~ of scales for check-in should be dealt
are dealing with each complaint. 2 All bags should be presented at check-in Th . '
subjected to 5ccurit)' screening and proper e~ce~:r~alggSno excuse [or bags not being weighed,
3 I hope that with . ' " age payments not being collected.
he able to com~lele tfeCj~~ri~~~:r~~:~e~~';:;r;::t~:.cra[t cleaning teams will speed up and
4 Representations should be made urgentl . and s I ..
.1110\\' bOal'ding to t k i f Y . trong y to the authontles which at present
a epace atoncscto steps only W e } t f
and they should be us-ed. . lave wo sets 0 steps to the aircraft
5 Only one piece o[ cab' b
make sure that t1li.~ ruling Ij: i;~:~c~::s.asscnger is allowed Oil to the aircraft. Can you please
6 Finally, on arrh'al the Chainnan had to wait som e fif ' . .
the plane . This speed of dclivet')' is entirely unac~eptabl2 mmutes for hi5 baggage to come ofT
Many thanks for your help in these matters, and I look forward to hea ' f
Yours sinccrc! v nng rom you soon.
Gary Richards~ ,
Senior Manager. Ground Operations

Speaking 2
Making recommendation s
13 Peakland is a mountainous country which has few natural resources. Sixty per cent of the
population is employed in agriculture but there is a rural exodus towards Sommerton, the
capital, and the coastal ports. However, the situation is slowly changing and will certainly be
accelerated by some recent developments.
Read this newspaper article about Peakland and discuss this question. 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 - hundreds of skeletons
unearthed in near-perfe ct condition - the Peakland
government yeste rday announced its decision to go ahead
with the creation of Tyrannosaurus Park. a huge open -ai r
dinosaur museum and leisu re complex eighty kilomet res
from the cap ital city, Sommerton.
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.
However, despite the enthusiasm of both national and
foreign investo rs, the eventual success of the venture very
much depends on the ability of the government to revitalise
it s transport network which, like much else in Peakland, has
suffere d from yea rs of under·investment and neglect. Fear
of its neighbours, travel restrictions and, until re cently. a
limitation on private car ownership had left the country with
poorly· maintained roads and an inadequate rail and
telecommunicat ions network.
Despite this heritage, Prime Minister and leader of the
Republican Movement, 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. At a press
conference last night, Hardcastle declared, "Until recently.
Peakland was one of the most isolated co untries in the
wo rld. with an unconvertible currency and few political,
trade or tra nsport links to the outside world. Now the
moment has come to create the wea lth and prosperity that
will take our country into the twenty-first century."
It is true that the situation has begun to change. Hotel
projects on the unspoilt western coast alrea dy represent the
largest single source of foreign investment. accounting for
an estimated $275 million. And Arab ·world investors are
building a second bu sin ess hotel in the heart of Sommerton.
Much will depend on the government's capacity to
fi nance the transport infrastructure that is lacking. Already
overtures have been made to the International Investment
Fund and the Central Bank for Reconstruction and
Development.
 o Transport
14 Work in groups.
You are members of a think tank for the Peakland Tourist Board. Study the map of
Peak land and the summaries of the various transport infrastructure projects that have
been suggested. Which would you recommend to the Tourist Board?

Moorland
,,,..------'- .
./ I
/
, Peakland 'I' /
"
--/-1 /
~ '< /

J I Tyra~nosaurus
Park
1
\ Sommert;;;'--'\
/,) / )
Stargate- \ Funbury (
on-Sea ~
'---~

Air
Rail
Peakland airlines ~elieve th~ ~~~:~t~~~~:~ ~~:~~ternational. The SNCF (the French national railways) has tendered for the
construction of a high-speed train network linking Sommerton
development of aIr transpo . b
If tourism is to develop in a big way It can only ~o s~ Y d with the capitals of other countries.

attracting visitors on long-haul flights from:~ eVfeaO~:ior They point to the success of the tren alta. velocidad in Spain and
world They therefore advocate the constru Ion 0 bl .ft the train a grande vitesse in France. They propose to adapt the
airpo~ to the west of Sommerton which would ena e SWI rolling stock to the varying needs of passengers, for example,
transfer to the Park. family compartments and on-train activities such as hi-fi music,
. h ve come up with a video entertainment, telecommunications services and catering
In addition, Peakland engmeers a . rt fifty
revolutionary Super Helicopter whi.ch ~ able ~dt~~:s~~untry
arrangements to su it international tastes.
eo Ie at a time. A network of hehpa s ar~~ The SNCF pOints out that tourists visiting Tyrannosauru s Park
~IOS~ to resort developments is, in their OpiniOn, bound to be are unlikely to come by car. The chances are they will be more
interested in a short all -inclusive break with rapid through trains
a sU"ccess .
taking them door-to-door.

Road Sea
McKenzie and W hite, the British construction company, has put The Peakland ferry operators and the naval shipyard ~t Sta~gate­
in a bid to build a motorway network w hich wo uld link key on-Sea are anxious to see a substantial development In cruIse
. the otential of Lake Nessa as an
towns and cities with border countries. holidays. They pO'"t to P h r nd the tales of fantastiC
They argue that road transport accounts for 77 per cent of all attracttion t~~~h ~~yS~::~~~it~ri~ t~~e ~~:d:n depths of the .Iake.
world international arrivals. It is flexible as the driver can control mons ers I ·t f longer crUIses
(!Very aspect of the journey: the speed, the duration, the route
They also highlight the potential popu an Y 0
taken and the destination. from Funbu ry on the Western Ocean.

In addition, Peakland roads are uncongested and wou ld provide They remain sce~t~cc~ ~:~~:~tf~~~~dO~eT~:~~~~::~i~sa:~:k
great scenic variety. and doubt very . W Id despite government intervention.
claimed Last year, Dlno or , f $77
made r~cord losses and saw its share prices plummet rom
McKenzie and White are sceptical of the value of a rail network,
feeling that, in all probability, it would damage the environment
an d be unsuited to the terrain of the country. to $13.

61
 Customer
Relations
Dea ling with complaints

Preview Reading 1
Work in groups and discuss what personal qualities are 4 Work with a partn er.
necessary when dealin g with the publi c. Student A read t he text below. St udent B turn to page 112.

Vocabulary STUDENT A

2 What sort of perso n are you ? You are no doubt: 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.
t idy organised efficient
sympathetic professional polite
numher of years ago I was wor king in a retail tran'l
experienced
capable
respo nsible
friend ly
patient
motivated
A agency, where one of the employees, a young woman of
sixteen, was coming to the e nd of her first week at w ork. She
Unfo rtunately, some peo ple are not. Use th ese prefixes to was wdl dn~ sl'c d and we ll groomed, m.lde good eye contact
describe peopl e who be have in the opposite way: with those who entered the ag('ncy. and look<:d in c\'er)' w ay a
un - im- ir- in- dis- pieas.,nt trainee tran,l agent.
At thi .; t im l~ , ~hc wa~ not ex pected to sell travel products,
3 Wh at prefix is used to form th e opposit e of all t hese verbs? hut had heen instructed to carry out a few simple
interpret direct hear calculate admin istrat ion tasks and to sit w ith the assistant manager to
manage quote treat understand ohsene bow the cmtomen were d('alt with, and how the
paperwork was processul . At this carly stage in her career she
was not expected to deal with a customer her self.
On one particular afternoon, a regular customer cal11c in
to pay a balance . He was a valued CU!itomt:' r who wou ld book
se vera l fairly expensin~ tours in the course of,) year. He was a
\'ery plcasant lll an who was quire fr iend ly, but who liked to
feel spedal , in that he was always treatcd well and received
the best se rviCl~ from statY He talked with the asshtant
manager for ~omc time, and then asked a few questions or the
new traH"1 assbtant - h(m' ~ h l.': lih~ d the job an d how <;he \\<l!i

gt:tti ng on. He t hen turned his attention ha(:k to the assistant

manager and startt"d to write a cheque for his holiday balance .
"\-\'hat is thL' da tl~ tod ay?" he asked . "It's the thirteenth ,"
rep li ed th e assistant manager. "Oh, Friday the th irtee nth ," he
.sa id. "Unluck~· for some! " "Yes," sa id the new traiuee. "'YOll
nen:,r know, ~'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.

What lessons can be learnt f rom the two situation s?
 4IiI Customer Relations

Listening
05 You wi ll hear Melanie Flowers talking about a
fl ight she made from l ondo n to Dallas.
Decide if these statements are true or fal se.
Correct any false statements.
a They we re late check ing in.
b The airline staff tried to hide from the
passengers.
c The co upl e were given preferential treatment
because of their children.
d They were content to be able to go to
Houston.
e The hotel in Houston turned o ut to be mu ch
better th an they'd expected.
In San Francisco the airline staff were
extremely rud e.
9 Melani e has learnt to be fi rm w ithout bei ng
rud e.

Have you heard any stories about unfortunate

travel lin g incidents? Tell yo ur partner how
they were dealt with,

Speechwork
Contrastive stress
6 We often place the stress on a particular word in order to compare or contrast it with another word.
For exampl e. on the tape yo u heard:

The plane wo uld leave in two hours and, instead of flying direct to Dallas, would take us to Houston .

o Listen to Melanie again and find other examples of contrastive stress.

7 Read these sentences aloud. 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.
c You can' t go on a visitor' s passport. You need a full British passport.
d She said she wanted a room at the front of the hotel not at the back.
e The fligh t wasn't delayed - it didn 't even exist.
Was it you who booked the holiday or you r wife?
9 I wanted to know where th ey were travelli ng from not where they were travelling to.
o Li sten and check your answers.

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 afford an ticipate arrange avoid
choose claim consider decid e delay
demand deny expect fai l hope
involve justify manage mind miss
offer plan postpone promise recomm end
refuse risk save suggest undertake
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.

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
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.
4l!> Customer Relations
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)
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.
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
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?
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.
THAN K YOU + SORRY
UNTYPICAL
M/\IN REASONS - SHORTAGE OF STAFF
(SICKNESS & HOLlDf.YS)
VERY BUSY PERIOD
ACTION T.',KEN (SPEelA' WHA.T)
ENCLOSE VOUCHER (FREE MEn & W1NE)
HOPE FOR It~PROVE M ENT
14 "Send" your letter to a partner. Is
he/she satisfied with your response?
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
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'
"'!: wnefltu- fltem were ClII!f f11tlYe 6dndMcheG tU/W1a/:;Ie.
(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
kr ~e one cash t:?t(ln t7J2eration.
I NzlS dlSgksted to!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.
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.
In
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 what-
measu~s fjtJU !#fend ,z, mA-e ro Itnprlflle -!fie let¥! of' service.
Letters of apology, useful expressions
I was sorry to hear that .
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 wlfl personally make sure .
I can assure you this will not happen again .
 tl!> Customer Relations

Speaking 2
A feedback questionnaire
15 You recently went on a Skyways holiday and you weren't The Skyways rep should:
very satisfied about some aspects of it. • try to establish the exact nature of your complaint
Use the questionnaire below to help you think about what say w hat action will now be taken
could have gone wrong with your holiday. • w rite a letter outlining w hat has been agreed.
Then work with a partner and take turns to phone the
Skyways representative (your partner) to complain .

:~'~~~~h::,~~:::~~~,~:,?~;n~;s;u;=r~v~e~:y~~~~~~~~~~~~~~~~~~~~~~~~~~-=-=~~~~~~~~~~~~~~~~~~~~~~~~~~~=
- =-==============-____
================-___
What was the departure dale?
What class did you travel in? -
With which airline did you fly'! -
===============
::-__-:::::- ----::----:: GOOD FAIR POOK
EXCELLENl
Pl.EASE RA TE YOlJ It S ATl Sl' AC TJ ON W IT H THE \' LlG !1T:
0 0 0
0 0 0
Check-in service 0 0 0
Cabin staff s help and attillldcs 0 0 0
0 0 0
Meals served 0
O ,'crall in-flight experience I\ T WHICH 'l o ll STAY ED DURINC, '{()UR HOI .II)"Y :
PLE AS E PRO V IDE T HE NAt-IE A N D LOC ATION Of' THE HOTEL L oca tion
Name _ _ _ _ _ _ _ _ _ _ _ _ __ _
Hotel
F..\ IR 1'OOR
(lOOD
EXC ELLE"f'
. . . OTF L FEATURE ~ IN DI V JI)U A l.L Y :
PLE ASF. RA1E THESE H .

[J 0 0
0 0
Service 0 0 0
0 0 0
Food 0 0
Amenities 0 0 0
D 0 0
Cl c... mliness 0 D
Location 0 0 0
O verJ.1I
N /A
GOOO FA IR 1'00"
E;\:Cf.Ll.ENT
PLEASE RATE THE OTHER FE AT U RES OF YO U R HOLlD A Y

(ENTER N/A IF SER VICE NOT USED.):

0 0 0 0
0 0 0
Brochure information 0 0 0
R eservali o n ~ sen' icc 0 0 0 0
0 0 0
Overseas representatives 0 0 0
0 0 D 0
Airport I hotel transfe rs 0 0 0
Car renl ..11 0 0 0
Optional excursions
FA IR POO R
E..XCF.U .ENT ( iUO O

PLE.'~ S E RATF YOliR OV ER A\. .

I S ATISFA CTI O N WITH
0 0 0
0
YO UR HOl.IDA Y:

QUITE U KE I.Y l !NU KEI .Y

VERY UKEL Y
.\R E YOU T O BOOK W ITH us AG A IK?
0
• HO W LlKEL Y ,
0 0

67
 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, w hose
Customer Relations Manager is Mr Massey.
Unfortunately, they felt they had to complain about their holiday to the local representatives and to Mr Massey.
Here is a record of their correspondence.
Read it and arrange the letters, memos and fa xes in chronological order.

A B

Hotel Scimitar
CLARKE , l'o1U RDOCH 0 WHITNEY Bodrum
Solicilor.f Tel: + 90 024 87394857
Fax : + 90 024 87394858
C H ANCERY LANE
To: Customer Relati ons Dept., Cheapside Tours
~_«m_ill ~
Mr G. Massey From: J . Austin, of 75, Silver Birch Lane, Newton, Essex, CM34 9
Manager Fax no.: 90 024 87394858
Customer Relations Dept
Date:
Cheapside Tours
345 Hall Lane
London WC2 1Ef Dear Sir/Madam
Booking Reference No. 690202/593 .
Dear Sirs,
We arrived last night at the Hotel Scimitar, having booked a VIlla room .
Breach of contract c laim
alf of Mr and Mrs J. Austin who have instructed us to The villa room accommodation WClS basic, the floor was uncarpeted and
We are acting on beh " th terms dirty. Worse, water was dripping through a green stain on the bathroom
seek recovery for losses sustained through your failure to ~p,y. e
and conditions relating to the purchase of a holiday advertised '~ your ceiling and the bathroom stank.
brochure GHEAPSIDE TOURS LTO in accordance with the requirements of After mvch discussion with the staff (consisting entirely, it seems, of
tra inees) we persuaded them on deposit of a cash sum .to ~1I0W' us to
the legisJation in force.
move into a sea-view room in the bUilding. This room IS SImple but
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 barely adequate. ,
However it can never iustify the description if) your brochure of I~.'<u~
week.
accomm~dJtion'. The air conditioning is broken (the temperature IS 40 C)
Yours faithfully, and t he te levision does not work. The ro~m is. noisy with continUOUS

(/~- . ~
, ','1' )'\; '
mt/sic from the disco at night and the sWlmmmg pool by day.

v") 'J~ \ We ha.ve tried man y times today to contad your local representatives but
C.j to 110 avail.
C. W. Whitney We are treating this matter very 5er;ously and require you to move us to
another hotel that matches the 5tatements in your brochure and to do so
Details of loss today.
Expenses
Would you please telephone us on receipt of this fa x.
£47
Telephone calls £34
Facsimile transmissions
£190
Additional food costs at the Hamada
£235
Reom upgrade charge at the Scimitar
£506
Total

68
 Scenario 2, Handling a Complaint

o
c
CHEAPSIDETOURS
Facsimile cover sheet
To: Mary D., Mr Massey's secretary """"
To: Mr Massey, Manager Customer Relations
Company: Cheapside Tours Fro~: Pamela Watson, Area Manager, Tu~key
Re: HI and Mrs Austin
Fax: 44 932 880552 Date:

From: J. Austin Helena Leary has passed on a request to deal with the
case of Mr and Mrs A'.lstin wi"!.o have been making life
Company: 75, Silver Birch Lane. Newton,
difficult for us.
Essex CM34 9AD
After having been moved to the Hamada they no.... find
Date the catering inadeq~ate. I 've svoken to Patrice
Visseyre, the food and beverage manager, who has done
pages including this cover page: his best to cate= for their strict vegetarian habits.
They are complaining that they have had to pay an
Dear Mr Massey ext ra $8 on the a la carte menu bue this is normal
practice.
Further to our two faxes sent to you from Turkey at the They have instructed their bank not to honour the
beginning of August we note that you have not had the cheque which ....as made ou t when they transfe=red to
the Hamada.
courtesy to contact us in any way. As you know this is a
They are now th~eatening legal action. In my opinion
breach of the tour operator's code of conduct and we are
they do not have a leg to stand on. It is true that
referring it to ABTA and our solicitor. the air conditioning was not functioning but this was
rectified shortly after their arrival and we have
Yours sincerely done everything we can to meet them halfway.

E CHEAPSIDETOURS
MEHO
Hotel Hamada, Bodrum, Turkey To: Hr Massey, Manage~ Customer Relations
Fax: 90 024 Bb47382 From: Helena Leary , TOUr Representative, Bodr~~
Re: Mr and Mrs Austin
Facsimile cover sheet
Date:
To: Mr Massey
Company: Cheapside Tours
I have ~ecently spoken with two irate clients who feel
Fax: 44 932 880552 that the Hotel Scimitar is substandard. I have not been
From: J . Austin of 75, Si lver Birch Lane~ Newton, Essex CM34 9AD able to deal with the matter myself due to pressure of
at present at: Hotel Hamada, Bodrum, TUrkey work but they were given a sea- view room after ~aking
Fa)(: 90 024 8647382 their initial complaint and have now been moved to the
Hamada.
Date
They have mentioned noise leve ls but this is the first
pages includin9 this cover page: 1 time we've received any complaints. The vast majority
o f guests seem to enjoy the nightlife when on holiday.
Dear Mr Mass-ey As the H~~da is more expensive I asked them to make a
Your local representatives and so-ca.1led customer relations department payment of 50' of the excess rate.
are either incompetent or unconcerned. I've informed Pamela Watson, the Area Manager.
Ms Leary ~ould not be bothered to insped the Scimitar Holel despite its
being only a five-minute walk (rom her offices. Nor would she supervise
our transfer to the Hotel Hamdda.

Given this behaviour we were not surprised that your senior management 2 Who are the following?
faifed to telephone as promised by your seaetary CLARKE. MURDOCH " W HITNEY
The Hamada is marginally better than The Scimitar but the standard of Pamela Watson
service is poor. It ;5 certainly not 'a superbly appointed hotel, the perfed
Patrice Vissey re
choice for discerning guests who seek deluxe comfort in a tranquil setting'
as described so misleadingly in your brochure. Helena Leal)! b t? That
What are Mr and Mrs Austin complaining a ou. 0 W
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
extent do you think they are justified?
yare the Managing Director of Cheapside Tours an~
We have no intention of letting this matter drop until we have received 3 ou . ' tation but. at the same time,
full compensation for a ruined holiday in circumstances which at best are anxious to malOtaln y.our repu t ff On the basis of the above
negligent and at worst fraudulent. ou have confidence 10 your sa. .
y d 'de what to do next and then write to
Yours sincerely correspondence, eCI
the couple to tell them your decision.
69
 Hotel
Facilities
Descrihing hotel facilities
M aking and answering enqu iries TOMMASO ZANZO TTO TALKS A BO UT
HILT ON I N TER NATIONAL.·..
Serting ra res
I-liS H OTJ:::lS: \Vhat is .lhsolutdy c ~H' nti<1 1 i,~ the cor (~ _ ,1 w (,ll -
Preview t'(luipp<,d roolll with all lb,: I'; l('i)ities ('xp('(kd h,· tilt' t'U~t (>lll<'r. T h.lt

Work in groups and discuss these questions. must be Iwrfc ct. Then \\ h,)t I i:xp ... t.1 of J hotd is til<' t"irde Jround th is
roum .~Udl .I S llh'd ing f,wilitie s, h.m(lu t't fa dlitit's, h,II' and rd.lXaTion
a What do you expect from a good hotel? art'as which fo rm th l ' first eirel", .lround the ('orf' . W hat I ('xPt', t ;l n~T
b Which of these do you consider the most important? Tlut is the alllhk IK l', the (ItJ a lit~· o f ~ ef\'iu' and what [ t;all the
• price • facili t ies int,lngi hl c-s . Tlw t'w;tomn go,',~ from tho.' outside ring into th e l·"rl'
• service • location
h('t'allsc he (,xP"t"t.~ the co re tu Ill' thlTc . I du not think p ....Jpic ~t.lrt

Reading 1
2 Work with a partner. You are going to read about the
organisation of two hotels, as described by thei r respective
managing directors. Student A read the opinions of
wilh the cor(: . They star t at til(' int.1ngibl<, ,lIlt l til<: ady.mT,lg'· of Hilton
is it dOt'S ha n~ ,111 int,mgibk I'klnl'nt around!llt" t·o n'.
STA I; F : J th ink tilt" most important thing for sta rr is attitude
AttitlHk :1SS llm t'~ you hal(' the right tools Il l ,h ind YO!!. For in ~tJ.nc(',
thl'f(~ j)llJ~t he the right dwck- in sy~h~ m .'II rn.:c ptinn and roo l1l ,,,,' ]"\' il'<;;

Tommaso Zanzotto, Chairman and Chi ef Executive of Hilton
International on the right.
Student B read the views of Rich ard Williams, General
Manager of Sandy lan e, Barbados, on pages 112-113.
STUDENT A
When you have finished reading your t ext, as k your partner
questions to find out about:
• the good features of Richard Wi lliams's hotel.
• the staff.
the room-pric in g policy.
his favourite stay at a hote l.
w hat he dislikes at a hotel.
w hat he would like to see happen in the industry.
Answer your partner's questions about Tommaso Zanzotto.
Speaking 1
3 Discuss these questions with your partn er.
a Where would you prefer to stay - at Sandy Lane or at one of
the Hilton hotels?
b What are your best and worst experiences at a hotel?
must h,we the right hack -up. :-0 tv lilt', .ll!itud<, is tht' IIL, t ingredient
but not the only ingr..di t'nt. I st.lrted Ill )' ("art'c-r in a trd\d agl'ncy in
Milan \\h u l I \\".IS sl;\~'nt<:t"n . \Vlwll )U U go into the .Igc'n<;)· ~o\l ljk e th,~
st,lll" 10 ;l~k how ru u ar.; t.' \·~' n if they ha ll' :,lrrady d OIl t' tklt 1 SO timl' S
th nt day bt.'C.HlM; it is ,1 uni(lu,~ ""periL'nce to you . It i" a tough joh . [
rtTogni st' it is no\ l'asy . T he hu ma n touch - IMrtieularly in the h()r.. 1
l)lls i n,' ;;'~ . that i,~ o ne plan' l"tlm p lltl'r~ \\"i ll llt'HT tJL:L' on:r
RATES: P r idllg mll~ t be a 10(',11 str;llt'gy in tl-mlS 01 what the hOh'l
is. [ am agaimt dis<"ounting just fo r the ~ake or k<'{:pi ng thL' (:ustOrlllT .
Th<.-n: is a prit'e for a product <Inti the ,'llsto nwr m ust pay that in ord ...'!"
for Ihe q ualit y o f .«'rvi n : to h<~ nl.lintaillt,tl. [ do not hclinc in giYing
('u~tol1ll'rs an imprt'.' l'io n which is tlirr.'rent fr '-,m n'alit ,.. For in ~ tanc c
mikag<, progranll1\('s - .< onwbo,ly i, paying fo r lhcs(' .s nllll,\\'lwn' ,11lt1
th,lt is not Llir on the l'llstOIlH'I", but compditio ll rnako you do things
,,·hich you do not think art: nl' ceS$Jril y righ 1. If I find ,1 ~ (Ill1lior\ I will
do th;,\. I d o not ha n : ,I magic so lutio n. Bllt I hdi<.- n : thJ! all the zilli on~
( )f miles w hil;h \'"i~ t all on'r tht, \lorld, sOlllr hody w ill par /01' tl1t'1ll
.l Ild it w ill not he th ~! sh,l rt,ho ldt'rs. Thl: {"()st wil l pa ss through thl'
~pkIll th rough di tferent pricing Jncd1.lni~m s . Tlwre is no sudl thing a~
,I frt T Ill IKh . Loyalty must IX' built 011 lrU l~ rc-Jations 1',1111('1" than the fad
) tH l h.H': a fe'" miks frolll nH'.
FAVOURI TF STA Y A T A HOTEL: Cl u h Mcd in Bali. A
combi nation o f lH'nts ("onlrihu lt.'d 10 this ren' lIl' ~tJ.y. Om' \\-'l.~ thL~ fad
I "'as dl'H1gi ll g jobs so I was 1"0.' 1-)" rela".-tl a nd it " 'as al so Illy t,,,,:nt)"-
fifth wedd ing anni\<"r.sMY. \Vhat \\ ,IS parti C"ulJrl ) good wa~ t h(~
Jrn].i,'nce .md th.; pk a~.)nt ,ntilLl<J" o rth<~ stall.
DISLI KES: Th.: hotds I <i l ) not like arc thl: OIl t'S \l ith no p,'rsol1.lli t)"
(,r tla vour o r any thing J,)(",II . If tl11'rc an, '«)m.~ hotels in ou r gl'o up
"hich Ill'ed to Illm'c .llong th.lt route II'(~ w ill do something.
O N E WISH FO R T HE INDUSTRY: That gOI"<~ rnrn l' nt and soc iet~.
rt'dlistC tr.1\·("] and tourism i~ ,~lI('h ,I po \\tTfll l econo mic d ri H't". It Ius 10
\)(' tJh' n into ".:rious planni ng ('onsidl' l".J.t ion ill ,Ill cou nt ries.
(from Tr,m~i 1",1, /.: (;<J ~ ,'I/c)
 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 lift air conditionin g flood li t tennis court

cable television in room free garage space DD telephone sauna + jacuzzi
ornamental gardens beauty salon outdoor or indoor swimming pool gift shop
li ve entertainment tea/coffee-making faci lities
---
disco 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.
an attractive area a famous hotel a cheap room a pl easant stay
2 Classifying: these adjectives are used to classify the following noun.
a double bed a separate entrance a single room a bridal suite
Classifying adjectives are not normally gradabJe. We cannot say "a very separate entrance or *a very double bed. An
entrance is separate or it isn't; a bed is a double or it isn't.
3 The normal order for adjectives is:
o qualitative e classify in g:
a small f urni shed apartment a special free offer a pleasant rural setting a large double bed
4 If there are more than two adjectives in a phrase, the order is:
o subjective opinion e qualifier (size, age, shape) €) colour e origin 0 what the noun is made of
o what ki nd? w hat for? e head noun
an exq ui site M ing-dynasty porcelain vase a beautiful antique china rose bowl
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 an out-of-the-way resort

Practice
Put the words on the ri g ht into the co rrect order to complete these sentences.
a We ate some local excellent dishes seafood
b One of the guests stole o ur pot antique silver pepper
c In t he lobby there was a writing Flemish heavy
sixteenth-century desk
d The cook's look in g for a bowl large red salad plasti c
e ~ Each room has a red-and-white enormou s
superb bedside Japanese lamp
2 Match the words below to make compound adj ectives.
Th en add a suitable noun of your choice to each one.
ai r- season
well- m inute
self- tim e
audio- new
cu t - eq uipped
last- built
part- contained
011- visual
purpose- conditioned
brand- price
3 Write a short descripti on to be included with each of these 3
photographs in a leaflet publicis ing the hotel.
 Speechwork
Stress in compound adjectives GRAND-HOTEL
®
05 If an adjective is used before a noun, the stress is usually
placed on the lirst part 01 the adjective. Listen.
BERLIN

M~ Adams
44 Cypru s Street
a 'self-contained fl at a 'well-furnished lounge
London NI 1ST
But if the com pound adjective is used after a verb the stress is Dcar Mrs Adams
on the seco nd part: We refer to your kin d kIter and thank you for your interest in the
GRAND HOTEL BERLIN.
The flat is self-con'tained. The lounge is well-'fumished.

o Where is the stress? Say these phrases and sentences. Then

listen to the tape to check your pronunciation.
Enclmcd please fi nd the requested b mchures about the GRAN D HOTEL
BERLIN.
Please do not hesittlle to con tact mc personally if you have any questions
or if "'e can bc of any assiStance to you and \I,e would be ~'ery pleast."tl.
a much-travelled woman to welcome you at the GRAND HOTEL BERLIN in the near fUl ure •
a new ly-wed couple Y ours ~ incerely.
a wo rld-famo us brand GRAN D HOTEL RERU N
an easy-going atmosphere Maria Wamneboldt
Rcseryati ons Manager
The bar is air-conditioned.
The conference room is well-eq uipped.
Th e furniture is old-fash ioned.
The food is all home-made.

Reading 2
IGreat Eastern Hotel
Toleranz Str., Berlin

Dear Mrs Adams,

6 Mrs Adams is planning to visit Berlin for the first time and
Thank you for you r letter and your interest in ou r ho tel. Enclosed we
has written to four hotels asking for information. Here are
send you our hotel brochure w ith the price li st.
the lour replies. Which hotel do you think she is most likely
The Great Eastern Hotel is situated at t he famous corner T oleranz
to be interested in? Give reasons for your choice. sfr, an d Unter den linden near the Brandenburg Gate, We have 320
rooms, one restaurant, 3 meeting rooms for up to 45 persons and a
lobb y bar.
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,
We wou ld be happ y to welco me you in o ur ho tel.
Lindenbaum Hotel
K;~r
Mrs Adams Ttl n U l l ~J
44 Cyprus Street f ". 27 12211 6

London
N1 1ST Morgan Althaus
England Sa les Manager

Sehr geehrter Mrs Adams,

ich freue mich, daB Sie unserem Haus so groBes Interesse
I Goethe Hotel I
G" uhm,,,jlt 19,7. 107/3 B"Ii"7i:ltj,,,,; (030) 87 97 19 Fu: ( 030) 87 OJ}6
entgegenbringen.
Gern ubersende ich Ihnen unseren Hausprospekt.
In der Hoffnung, Sie bald als Gast in unserem Haus begrOBen Mrs Adams
44 Cyprus Street
zu kOnnen.
London Nl 1ST
Mit freundlichen GrOBen, Dear rvlrs Adams,
Thank you very much for your interest snov.n in our hotel. Enclosed you w ill find

~~3o,JJ our hotel brochure and the room rates,

Inside the brochure you w ill find the restaurant, but this is closed, We do only
Angela Badel serve drinks at the reception,
Reservierung/Verkauf You asked about other facilities sucn as litness room, conference halls ,md
restaurants. But w e have none of these. We area middle·dass hotel w ith 40
rooms and vIe don't need these facilities.
I am not sure, if you leally mean our hotel? Because your questions 1001::. like you
el<pected a first-class hotel.
Arryway, I hope to w elcome you in our hotel,
w ith kindest regards.

C
I,,,e,:tr
 Q) Hotel Facilities

Writing 1
Describing hotel facilities
7 You are the Reservations Manager at School of European Studies
a large hotel in Berlin. You have
5, Rolfe Street
received this letter. Reply using the
London
information below.
WC2 12X

Dear Sir/Madam, 2 December

The above-flam d' . .

e JOstHute IS intending to h ld .
on "The Secret Services of P (C . 0 Its forthcoming conference
OS - ommumst Bum ". B .
N ovember next year. pc In echo from 27-30

I would be grateful if you would let m k

. .. e now whether h
m a POSHlOn to host th' C' your oteJ would be
. . . . I S conJcrence and provide m ' . .
your facllJI'Jes and ta riff: t i . e with a descnptlOn of
s or approximately 100 delegates.

1 look forward 10 hearing from you.

(~5-'
David Murray
Conference Coordina tor

FREDERICK HOTEL
BANQUETING AND
CONFERENCE
FACILITIES

• 17 air-conditioned conference rooms (1400 m~)

• simultaneous translating/ interpreters' booths

• 7 seminar rooms
• single and double rooms and suites, all air-conditioned
with en-suite facilities
• views over gardens/historic sites
• swimming pool. sauna
• 4 restaurants and bars
• multi-storey car park (240 cars)
• price for 100 delegates (full board + conference facilities)
x 3 days ~ DM72,OOO

73
 Listening
Pricing policies
8 Work with a partner. At the beginning of this unit you read
about two different hotels - Sandy lane and Hilton
International. Discuss these questions.
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, who is Manager of a large london
hotel, and answer these questions.
Section 1
a Nick mention s four different rates. 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. There are many fixed expressions in
English which have two words linked by and. The order is fixed - we cannot say ' demand and supply.
Read these sentences and decide if the two words linked by and are in the right order.
a It takes us three months to negotiate all the terms and 9 I don't have all the figures and facts with me but we had an
conditions. occupancy rate of about 90 per cent last June.
b The contract hadn't been signed so it was void and null. h I have to get out of the city from time to time to get some
c The carpet in the lobby has to be of good quality to stand up quiet and peace.
to the wear and tear of conti nual use. We have to keep the reception area looking neat and tidy or it
d A whisky, please, and a tonic and gin. creates a bad impression.

e There are no hard and fast rules on discounts; they vary j Every year the auditors check our profit and loss accounts.
according to the type of clientele. k Our reservation system isn't scientif ic. It works more by error
It's not easy to open a hotel; there are so many regulations and trial than by anything else.
and rules to co mply w ith .
 4D Hotel Facilities

Speaking 2
Negotiating a group booking
11 Work with a partner. Student A looks after the business travel arrangements for an international organisation
called ATLAS. Student B works in Reservations at the M aple Leaf Hotel. Student A read the text below. Student B turn to page 113.

STUDENT A
Read the information below and then phone
your partner at the M aple Leaf Hotel to make
a booking. Make notes.
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.

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, prov ided th at
the faciliti es meet yo ur ex pectations.

In all, seve n members of staff w ill need

accom mod ation for fi ve ni ghts f rom Monday
10 July. Three of them w ill be acco mpanied
by th eir w ives.
Yo u wil l also need t o book a co nference
room , incl uding lunch, for twen ty-five
people f or 11 and 12 July .

Yo ur basic requirements are that:

• t he hotel should be close to public
transport.
• th e rooms should be of a good
stan dard w ith private bath a nd so o n.
th e staff should be a ble to re lax in
pleasant surrou ndings.
• t he business f acili ties sho uld be spacio us, p rofessional and
hi-tech.

The trade presentati on on 11-12 Ju ly is very importan t as

Writing 2
ATLAS w ishes to show potential customers f rom all over th e
STUDENT A
wo rld t hat t he co mpa ny is successf ul and knows how to treat
clien ts we ll. 12 Write a memo to your boss outlining what has been agreed
with the M aple Leaf Hotel.
Yo u want t o know t he price of rooms, group di scounts, the
charge fo r the hire of busi ness meeti ng faci liti es and the STUDENT B
method of payment. Write a letter confirming the detai l s of the reselVation made
The names of the perso nn el to stay at the hotel are: by ATLAS.

Ms Patty Bowe n, M rs Maria Spada, Mr Ph ilippe Trud eau,

M r Sti g Joha nsso n, Mr a nd Mrs Bohler, Mr a nd M rs Aki ra
Nakamura, and M r and Mrs Andreas Gryllakis (not arriv in g
until 8 p .m.)
Your address is 10 1 Welli ngton Street, Ottawa, Canada,
K 1 P5TI Tel : (613) 23 8 5347
Your cred it card number is: 453 1 78629413. It expires in
April next year.

75
 Selecting
Locations 2

Assessing new ventures

Promoting hotels
Prev iew
Work in groups and discuss this question. What factors does
a hotel chain take into account when choosing a site?
3

Listening 1
0 2 Kelly Cooper, who works for Austral Tours, is at the World Travel Market in london and has
stopped in front of a stand promoting holidays on the island of Tioman, Malaysia.
Listen and take notes on accommodation and facilities. Use these headings:

LOCATION
TRANSPORT
ACCOMMODATION
FACiLITIES
ACTIVITI ES

Writing 1
3 After speaking to Ludwig Szeiler, Kelly Cooper sent a fax to the CEO of Austral Tours. Here is
the beginning of the fax. Complete it.

FAX

To: Cathy Mays, CEO, Austral Tours

From: Kelly Cooper
Date: 07/11
No. of pages: 1
Subject: Tioman

Dear Cathy,

This morning I met LS from Tioman Promotions. What they have to offer is as follows:

1:
 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.
o Put the words in the box into three columns (according to the pronunciation of the underlined sounds).
Then listen and and check your answers.
island massive tropical site
franchise mini-bar village prestigious
prestige biplane Sri Lanka sign
private heritage 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.
MsJoyceLee
o
91, Bognor Road
It'. ""'Y hot ..;tIl ""'Y 1it;tJe ..;,.; or Newtown
oI1ade to keep the temperature """'"- I
spend most of my time 6tJnlnrthing.
NT315SX
England
£"'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
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
D
OCK L r\NDS . DOMINATED BY
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.
" 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.
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 nty-
one 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.
(from Tourism Enterprise)
 Cf) Selecting Locations

Vocabulary
Formal and informal language
9 In formal situations big and a lot of are often replaced with
other expressions.
Choose words or phrases from the box to replace a lot.
For example: a lot of facilities = extens ive facilities
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.

substantial a great deal of

LEWIS, DUPONT & KRUGER
a wide range of widesRread
Forth Street. London
a a lot of lan d
b a lot of growth
9 September
c a lot of tourist attractions
d a lot of interest in the area
Dear Mr Pang.
Choose words from the box to replace big.
We are pleased to present our study of the proposed
For example: a big bill = a hefty bill
FEI G hotel developrl'lent in London .
radical handsome
spacious large-scale As is customary w ith market studies of this nature.
our findings are only valid for a limited period of time.
a a big refurbi shm ent
The estimates are based on the most reliable
b a big change in market demand
c a big lobby evidence available at the present time.

d a big profi t We look forward to presenting the study to you i:lS

arranged at the Hilton Hotel on 27 September

10 Work with a partner. Which sentence in each pair would be
more suitable f or a formal report?
Yours sincerely,
a You asked us to look into the id ea of putting some money ,
/
'Jil I ~'7
into a hotel development.
b We were asked to in vestigate the potential of investment ((!JJ!
in a hotel develo pm ent. Milton West

2 a Our preferred locati on is in dose proximity to Canary

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.
o Listen t o the representatives of Lewis, Dupont & Kruger
presenting their findings to a meeting of the FEIG and take
b A subst anti al number of hote ls in the suburbs were o bliged
notes based on these head ings.
to charge exceptionall y low rates in ord er to ac hi eve an
ad~q uate volume of busin ess.

4 a Demand has begu n to improve and increased reven ues are REASONS FOR CHOICE OF ARE .A
begin ning t o compe nsate for the Jean years. COMMUNICATIONS
b Demand has begun to pick up and bi gger revenues are
PROPOSE[) SITE
begin ning to make up for th e bad years .
TYPE OF HOfEL
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 FACILITIES
about getting an approx im at e idea of profi ts in the f uture .
DEM.AND PROF IL E
b This section detai ls the calculations, assumptions and
methodology w hich form the basis of estimated profit
projections.

79
Language Focus
Conjunctions
Read this extract from the study you commissioned concerning the construction of a new hotel
in london. Note the way in which the underlined words are used.

In recent years, hotel development in central London has been hindered by restrictive planning policies,
lack of suitable sites and high building costs. Howe ver, there is now growi ng pressure from hotel chains
wishing to develop, and several sites have been earmarked for consideration. Furthermore, the British
Tourist Authority has forecast a shortfall in hotel accommodation by the end of the decade.
As a result, it is our opinion that the time is ripe to invest in the constmction of a 300 bedroom,
three-star hotel to meet what is forecast to be a signiticant shortage of bed space.

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.

despite this what is more hence in addition
on the other hand yet neverthele-ss consequently
besides thus therefore

Practice
Complete the extract using the following words:

secondly first of all as a result yet

wh ile furthermore on the contrary however

\VHAT ENABLES BUDGET hotels to offer extremely competiti ve tariffs and (a) ... ... make a profit? There are
a number of a nswers. (b) ... .. . , slIch hotels, all built on the same pre-fabricated model, can make savings in
constructiun costs. (c) ....... by keeping staffing to a minimum, using automatic check-in and providing
self-service breakfasts, there are economies to be made in operating costs. (d) ....... budget hotels have
standardised furniture and fittings which can be bought cheaply in bulk.

(e) ..... , the market for budget hotels includes many people with limited financial means such as
low-income families, retired people or touring sports teams.

The growth of budget hotels has been the cause of some co ncern in the hotel market as many
traditional one- and two-star establi shments are unable to compete. (f) ... ... , thi s concern is probably
unjustified . Budget hotels have an educational role to play in introducing new sections of the popUlation to
the habit of stay ing in a hotel. And (g) ...... budget hotels will continue to inlluence the market place and
possibly take some custom away, qua lity hotels offering a high leve l of service sho uld not see these
"competitors" as a threat but, (h) ....... as an opportunity to expand the hotel-staying public.
 e Selecting L ocations

Speaking 2
12 Work in two groups: A and B. Group A works for The New b W hy does the hotel need such a large restaurant?
Londo n Hotels chain. Group B works for Peake, Jones and c How soon w ill they achieve a satisfactory room occupancy
O' Hara Investment Bank. rate?
Th e New london Hotels chain wo uld like Peake, Jones d How do they hope to pay for the mainten ance of the health
and O ' Hara Investment Bank to invest in their projected new dub facilities?
hotel in Docklands . Both sides have agreed to meet to 13 Discuss the argu ments you will present in the meeting.
discuss the viabi lity of the project.
14 Meet w ith the other group to discuss the project.
Look at the papers for t he meeting and answer these
qu estion s.
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

80
No. Rooms: 100 - all doubles with en-suite faci lities.
60
Restaurant covers: 250 - to allow for special fun ctions. 40
Res idents' Bar. 20
Fitness and health club: free to residents and open to non -residen ts. o
23123 12 3
2 private rooms for functions. Snson low So!ll,.;on Mid ~_ High s..~n
1 Nov-3 1 Ma. 1 Aptil - lOJ"n" lJ ul~-310c1
Annu.. l br.ilk_n irot .. lS%
Restaurant
The plan is to develop special eve nts banqueting facili ties for local (,:orporate
entertaining. The restaurant will be partitioned and partiall y closed when 250 .
.,;nne<. (in<, of-.i. ' ...... ")

not in full use. ~200

~ 150
Health Club Revenue g• 100
To cover costs of equipping, maintain ing and staffi ng, the health club ~ 50
membershi p will be offered to the local community and businesses. o +-.,-~~~-~
ESTI MATF.D A NNUAL COST OF ST AFFING AND MAINTENANCE OF

EQUIPMENT = £ 150,000 PER YEAR.

Membership Fee Projected no. yr. 1 Projected no. yr. 2 Projected no. yr. 3
single £350 100 125 150
joint £600 80 85 100
fam il)' £700 30 40 50
corporate £1.500 20 22 25
(per 6 members)
Total re,'enue £134,000 £ 155,750 £185,000

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, Jones and O'Hara.

Follow-up
16 Work in groups. You work for a consultancy group. You have 17 Write a full · page advertisement about your hotel for the local
been asked to look at t he hotel investment opportun ities in paper.
your area. W ri te and tape a radio commercial for your hotel.
Discuss: Write a report on new hotel investment opportunities in t he
a where it wo uld be feasible to bu ild a new hotel. area.
b what kind of establishment it wo uld be (category. number of
rooms, etc.'.
c its faciliti es.
d you r anticipated cl ien tele.
e how you would advertise and promote the hotel. 81

Thing s
(,' Ii NAP }[
--------------1
to Do
Giving tourist advice on loca l attractions and events
Preview
l ook at the map and discuss w hat visitors to Portsmouth, New
Hampshire in the USA can do there.
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. Note that there are more places li sted than gaps.
,. . . ._._._.-.- .-
Wentworth by the Sea Golf Club 4 Seabrook Greyhound Park 7 Water Country
2 Salmon Falls Stoneware 5 Whale Excursion 8 Harbor Cruise
3 Science and Nature Center 6 5trawbery Banke 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 . deep-se.l fi shing, (<'I mil y attractions, :l.Ild
an abundance of tax-free shopping? Perhaps it's
a fair, a jaa festiva l, or charming antique
shops, fascinati ng museums, histo ric homes and
a glimpse into this counrr}"s beginnings? Picture
all these t hi ngs, and }'ou've onl)' begun to
picture what the Seacoas t region offers.
Portsmouth was the first colonia l capi tal of
New Hampshire a nd its appea l is im mediate.
T he ci ty incl udes a teo -ac re ou tdoor mu seu m
known as (a) ...... , so-ca lled because in 1630
the fir st English settl ers chose the sire for their
new plantation, naming it for the abundance of
w ild fruit s they found along the shores of the
Piscataqua river.
Th e spirit of early Amer ican crafts is
captured in (b) .... , prodw.:ed at the En gine
I-louse in Oak Sneet. Each pot is hand-made
and individ ually decorated wi th a trad itional or
countr}· design.
(e) ..... is open aU year round and is packed
with amusing hands -on activ iti es for toddl ers,
including the Yellow Submarine, the Computer
Cente r and Arts Area.
/
--(-- ...
/ j v
/
ld
I .,'
r~f~
l
,
./
,
10 Portsmouth Maritime Museum
\,(!hy not bring your f'lmil y to (d) fur the
best family ollting ever? Over twenty acres of
rides .1I1d exc it ing atrra..;t ions plu~ the huge
wave pool, adv e nture r iver and octopu~ b lue
l<lgoon.
And if you want ro <:olllbinc b lu es and
greens come to the (e) ., .. ,.. Thi s is more than a
success ion of fairways, putting greens and
b un kers, it's a w h ole snies of scenic
experien<,·es. 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.
Follow Route 1 to Odio rne St:tte Park, the
si re of th e (f) at Seabrook Sratioll\ T he
more than thirty exhibi ts and displays focus on
th e Seacoast env ironment, and how Seabrook
Station safely u ses uranium to produce
electricity. Take a fascinating imaginary journey
nearly 260 feet below sea level to Seabrook's
coo ling tunnels. View local marine life in the
ro uchpoo l and m:ea n aquariums - .111 this, a nd
m uch more besid es .
No visit would be complete witho ut 3. cruise
on the open wate rs of the Atlantic Ocean. Sai l
Out on a (g) ...... and get a cl ose -up of the
ocean's great giants w ith expert commentary by
an experienced naturalist.
 G) Things to Do

Vocabulary ,
ding in -mg
Words en these activities?
3 Can you name

4 I
'-.:..
--
n Ih e passa
g
-
a
~o
e we re d dofIhink 0. f so
excitmg attractions
, e activities
me mor
, hands-on activi'I'sIe '
t haI you cau Id describe as
and amusing
rtner an . I
Work wilh a pa " d exhilarating, , ming pOD ,

r;;.,.;: ---~;~~; ; :; ---;~~--~~

". ~Irt
. g entertammg an d swim in a sWIm
p

5 We
........
r
'" • " -ct"
relaXin

golf
,"
0"'
. ..

.=A~--b.;:i;;;g;
.tennis..
.,,",.,

bowlin g
. .an
court .",,,"
'B. •

tfcootball
camp volleyball track
'" roo
'""

sk i athletics rink

, , , n Cenlre,
6
WrIting
Design a leaflel for ~ whal visilors can do In y
local Tourist Informallo our area,
describing in Enghs .
. formation on.
Incl ude In ' onu menls, ' I
museums, art galleries,
. mtu ral beauty or h"storic
I Interes .
f outstanding na
• places 0 .. nd facilities.
• local amenities a
• eating out.

83
 Speechwork
Pausing and stress
0 7 listen to the message which has been recorded on an answerphone. Is it easy to
understand? If not, why not?
0 8 Now read the text of the message and place a line where you thin k the speaker
(I)
should pause, and underline any words you think should be stressed. Then listen to
the second version of the message and check your answers.

Thank you for calling SELEKTABED hotel reserva tions. Unfortunately. no one is available to take your booking at

the moment. Please note that office hours are 9 to 5.30 on Mondays to Fridays except for Wednesdays, when we are

open from 9.45 to 5.30. On Saturdays we are open from 9 o'clock in the morning to 1 o'clock in the afternoon.

If you would like information on hotel availability outside office hours you can ca ll 0891 211402.

For reservations, please call us during office hours. Thank yo u.

Speaking 1
Answerphone messages
9 Work in groups. You work for a local Tourist Information
Centre. Your manager has as ked you to write an
answerphone message for when the office is closed. He
wants the message to include general information about the
office and he would also like it to be possible to contact ou t-
of-hours call ers the next day.
Decide what information you will need to give and how you
will ask for the information you require.
Write th e message and practise reading it aloud.
Then record it on to a cassette and play it to the rest of the
group.
As you listen to each message, make notes on the
information and instructions given.
Which message (other than your own!) did you find the
clearest?

Language Focus
Conditionals
Which of the following conditional sentences:
a describe a usual state of affairs?
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, you pay less.
2 If you go to the Natural History Museum, you 'll be able
to see the special exhibition on dinosaurs.
3 If I were you, I'd avoid the crowded areas.
4 If you had a car, you'd be able to visit the safari park.
5 If you'd been here last week, you'd have seen the
carnival.
6 If I'd known you wanted a theatre ticket, I'd have got one
for you.
7 If you have enough time, you might want to visit the old
mill.
8 If you're looking for something really exciting, you
should go to the Museum of Horror and Torture.
9 Should you have any problems, please let me know.
10 If you'd like me to phone them, I'll do it for you now .
11 If you'll just fill in th is registration form, I'll make the
booking for you.
Practice
Fill in the gaps appropriately. There may be more
than one possible answer.
a If you . .... modern art, you.
b The old Town Hall ...... if it ...... a tourist attraction.
c If you need any more advice, .
d If you ...... just come this way, . .... yo u where it is on
the map.
e If I ..... you, I ..... travelling in the rush hour.
I ...... told them that you ...... coming if I .
beforehand.
9 You won't be able to hire a car ...... you've got a valid
driving licence.
G) Things to Do
12 If you want a cheaper place to stay, you'd be better off
at the Dolphin Hotel.
13 If you hadn't made the booking in advance, you'd be
w ithout a bed for the night.
14 If they hadn't created the proper infrastructure
beforehand, they wouldn't be hosting the next
Olympics.
15 I'd be grateful if you cou ld fill in this questionnaire before
you go.
2 To sum up, which ofthese is correct?
a In English there are strict rules for the sequence of tenses
in cond itional clauses and main clauses.
b The sequence of tenses is not absolutely fixed and
depends on what you want to say.
e You can use any sequence of tenses in cond itional
clauses and main clauses.
3 Other ways of making a conditional:
Unless you've other plans, you could visit the Museum
of Science and Technology.
You shouldn't get lost providing I provided (that) you
take a map.
Anyone is allowed into the casino on condition that they
are over 18.
h There shouldn't be any difficulty getting to Gbteborg
...... that the ferries run to schedule.
If you ...... now, you .... .. there before the match starts
but I doubt if you ...... time.
If yo u ...... stay for more than a week , you . .... better
off getting a cheap rail pass.
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, how would you
control the extra influx of people?
85
 Listening
Venice
010 Listen to a conversation recorded in a tourist office in Venice

---- ....
and find the places that are mentioned on the map.
Li sten again and write down the intensifier which is used
before each adjective. •
~4eI("1>
INTENSIFIER ADJ ECTIVE ' REFERS TO
cheap
popular
convenient
} places to stay

expensive
reasonable } transpo rt

amaz ing building

useful g uidebook
good
recomme nded } restaurant
out-of-this-world meal

Speaking 2
11 There is a Portsmouth in New Hampshire, USA, and there is
a Portsmouth in Hampshire, England.
Work with a partner. Take turns to be tourist information
clerks. Student A look at t he map and information below.
Student B turn to page 114.
STUDENT A
You are a tourist information clerk in Portsmouth,
Hampsh ire, England. Read the information here and on page
87. Note the important pOints. Then answer your partner's
questions. He/S he is a tourist.

Isle of Wight

PORTSMOUTH'S HISTORIC DOCKYARD

Traditional home of the Royal Navy, now a world-famou s centre of maritime heritage

T H E MARY ROSE HMS VICTORY T HE ROYA L NAVY M U S E UM

Henry VIII';; Mary Ros<:: sank in 1545 and was mise<!
in 1982
- over 20,000 a rtifacts reeoyc rcd
- hull ref.lored and conscn 'cd
Lord l\cl\on's tlag~hip at T raf:llgar. l li05
tells the sto ry of the sailors who manned Ihese sh i p~
through the ccnluri e:;
- the latc.st aircraft carriers and miSSile-carrying
dcstroyers
- Th~ Museum is open daily. etccpt Christmas Day

Closing times: 5.30p.m. March to October; 6.45p.m. July to August

 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 - October 10.00 a.m. - 5.30 p.m.
Nove mber - March 10 .00 am - 4.30 p. lll.
E
Closed 24 - 26 December

~U CKLER'S do/p'
eA R D
18th l.:l'lItury vilJage on banks of B -, 1· I'.
cau leu '\..Iver
Recrearl·d as 18th C
. emur), ship-building village
Tells rh e story of village life
Nel son's ships built here
River cruises
Picnic areas and riverside walks
T ransporr· b fi P
~.':.~~~~fi~" ~:,:"~r.,,,·.,,u.,,s..c.,.s...,,ro._n_l Ortsmouth bus station

12 Change roles. Student B is a tourist information clerk in
Portsmouth, New Hampsh ire, USA. You are Professor
Pitruezzella from Bologna Univers ity in Italy. Yo u and
your colleagues have just attend ed a conference on
pollution and the environment.
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.
You have heard that you can see w hales off the New
Hampshire coast. Ask if this is right. Ask if there are any
good restaurants in Portsmouth, or must you make do
wi th hamburgers till yo u return home to Italy?
87
 Marketing
Guid ing to uri sts rou nd p laces of interest
Preview
Work in groups and discuss these questions.
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?
Reading
2 Read the introduction from a guidebook to the Louvre and
answer these questions.
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?
Listening "1
03 Listen to an expert talking about the reconstruction of the
Neues Museum in Berlin and answer these questions.
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.
Then listen to how the Neues museum intends to deal with
tourists, and answer these questions.
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.
the Past
2
_1iIiiii~ 3
HE DECISION TO tum the Louvre into the world's biggest
T museum was taken in the autumn of 198 1 by the French
President Franc:;ois Mitterand. 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. The first step towards
creat ing the "Grand Louv re" was to create more exhibition
space and to reorganise the collections, so that works could be
presented both more logically and with more breathing space.
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. This is just what the Ch in ese-Amer ica n
architect leah Ming Pei decided to do. He had been named to
design the project, without a prior competition being held, in
March 1983.
The architect's choi ce of a 71-foot high pyramid, albeit of
glass, created a storm of protest. Many believed that this
hi storic site was already "saturated with architectural ~ty le s .. ."
I.M. Pei, who designed the striking East Wi ng at \Vashington's
National Gallery, wanted to turn this historic palace into a
modern museum . He wa nted to create something ali ve and
welcoming, without destroying the history of the place, and he
s uccee ded in persuading the a uthori ties to accept his
transparent. reflecting prism.
Pei is convi nced th at museums shou ld playa role in
educating the public. With competiti on from so many other
f{mn s of recreation, mu seu ms must be in vitin g enough for
people to want to spend the day there. At the same time, the
architecture mu st be functional, so that museums can offer
bener service in more comfmtable surroundin gs. Even more
important, mu seums should not on ly be a place to see art but,
thanks to their arch itectural quality , should be an aesthetic
experience in themselves.
 ~ Marketing the Past

Speaking 1
5 Work in groups. Describe your favourite museum or art gallery to your group.
Tell them:
• w hy you like it.
• how the museum attracts tourists.
• how it copes with large groups.
• how the archi tecture of the building is used to show off the exhibits.
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.
Work w ith a partner. Put t hese words into logical sets. Give each set a title. Add three words to each set.
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 necklace shield portico facade

gateway statue fresco scu lpture gable
coronet spire mural frieze spear
mosaic gold bronze etching pistol
helmet chariot cloak watercolour carriage
copper carving bracelet column cart

Writing 1
Descriptions of artefacts
7 Use the words in the box to comp lete this short description of the bust of Nefertiti.

The bust 01 Nelertiti. Look al the taunless symmelricallace enhanced

by make-up lastelully applied to brows, .

-----------
ribbon
flat-topped
necklace
eyelids
neck
crown

8 Write a short description of one of these paintings.

lips
graceful
flowered

When you visit a muse um ,

monument or art gallery it is a
good idea to pick up leaflets,
or buy the guidebook, in you r
own language and in English.
Th en you can study the
quality of the translations
(they're not always good !)
and also learn any new
vocabulary.

b
a Lord John and lord Renard
Stuart by Anthony van Dyke M adame M oites Sier by Ingres
Christi na of Denmark by Hans (1638) (1856)
Holbein the younger (1538)

89
 Listening 2
o 9 listen to the guide describing artefacts in the Pergamon
Museum. As you listen find Athena. Zeus and Al kyo neus in
the pictures on the right.

10 Are these statements true or false?

a Pergamon was the name of a man. e The frieze sym bolises two victories.
b The monu men t was buil t 2,000 years ago. f The giant attacks Athena with hi s serpe nt.
e It has always been co nsid ered one of the wonders of the world. 9 The w hole frieze is painted in bright colours.
d Th e Gauls had come from Eu rope. h You will see another monument.

Speechwork
Pausing and stress
11 Why is the speaker in listening 2 easy to understand?
o li sten to another part of hi s tour and mark where he pauses.
M ark a short pause with I and a long pause with /1 .

Now let's follow the path of the gods religious life of the city. They showed
and walk up the processional avenue that the avenue was decorated during
towards the great gate ahead of you. the time of King Nebuchadnezzar II to
Remember as you go past these lions mark the path of tile annual new year
that they were not only admired as procession when statues of the gods
wild, noble and free animals but that were carried with great ceremony from
they also represented Ish tar, the a speci al banqueting house to tile
goddess of love, the sky and of war. main temple of the city. As the gods
Ishtar was the patron goddess of the were believed actually to inhabit these
Babylonian army and the enormous statu es it was very important that
ga teway that you are now approaching whatever they saw should please them
was named after her. The original and so a great d ea l of effort was
decorations revealed much about the lavished on this processional avenue.

0 12 In spoken En gli sh we use stress, pauses and pitch to draw our li steners' attention to w hat
we want them to know.
New information is announced by a change in the pitch of th e voice.
look at the follow ing excerpt from a guided tour of Prague.
Mark your own pauses I and draw an arrow above th e words where the pitch rises .
Practise saying the excerpt aloud. If possible, record yourself. Then compare your voice patterns
with those on the tape.

G06d morning, ladies and gen tlemen. ~ name is Teresa.
Lft me first welcome you to our tour of The Kralovska
Cesta or Royal Mile. This was the route which was taken
by the Kings and Queens of Bohemia on their way to
coronations or to festivities in Prague. We start here at the
Powder Tower. It is so~ca"ed because it served as a
gunpowder store in th e seve nteenth and eighteenth
centuries. It had originally been a tower of the town palace
during the Middle Ages. Let us now w alk through the
archway and into Celetna street which is named after the
bread - the ca lt - that was baked here in the Middle Ages.
On your left is the old mint where Bohemian groschen and
ducats were coined. A little furth er down we will pass two
houses that are part of Charles University, w hich was
founded in 1348. It's the oldest university in Central
Europe. Now we enter the Old Town Square. In the centre
you can see a memorial to Jan Huss, the reformer.
 49 Marketi ng the Past

Language Focus
Relative clauses
Rel ative clauses are used to make two separate The Rosetta stone, which was found in 1799. enabled
statements into one sentence. For example: Champollion to decipher the hieroglyp hics. ("w hich was
This is what the Chinese architect. lea h Ming Peh. decided found in 1799" is extra information - it does not define
to do. leah Ming Pei had been named to design the project the Rose tta sto ne, "That " is not possib le in a non-
in March 1983. defining relative cl ause.)
This is what the Chinese architect. lea h M ing Peh. who had 3 Which of these is defining and which is non-defining?
been named to design the project in March 1983, decided How do you know?
to do.
a The Greek goddess w ho represented war was called Athena,
2 Relative clauses can be defining or non-defining.
b King Charles IV , w ho was a Czech king and built t he
The pyramids which / that were built up until the Third
famous Charles Bridge in Prague. must have been a good
Dynasty were made of mud and brick, not sto ne.
military command er.
( " w hich/that were bui lt up until t he Third Dynasty "
identifies and defines a particular kind of pyramid.)

Practice
Make sentences with these words . You will have Ch/;rle5 6ridgtl
520.TI lc'g, 10m
to add extra words.
.,," de..te5~
on iG
For exam ple: pillorskrw-ned ",'t!1
Aph rod ite/G reek goddess/represen ted love and 30 stat\lt'!/Flcct \'tI
buy so~\'t' ni rs
beauty
Aphrodite was a Greek goddess who
rep rese nted love and beauty.
Alexander the Great/born 356 Be/father/King IT]
Ph ilip of Macedon ia Ol ~ TC'r\ll Brid; !.'
IICImedcli-u T","
Alexander t he Great, w hose fathe r was Ki ng
Err~eror circa 13BQIG~llc
Ph ilip of Macedo nia, was born in 356 Be. Ch~rleygs m1in rr.uroi$l1)uilt rnfm
a Tower of London/ 11th centu ry/built by W illiam ,,"" of p:l1cr of Chllries
ProsuelUned with
the Conqueror/ both prison and palace
b Statue of Liberty/American Museum of JqnCi5S011U' end
boroque fo~es
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 .cataco mbs/early Chri stians buried/a maze of The Little Square!

underground passages
Renaissan~e @]
founT!li~:;ve bes'
SG'u ore of tile
e Assyrian King Nebuchadnezzar/ built the Hangin g W4ter in town
~i~1m: ~f th ~
Gardens of Babylon/o ne of the Seven Wonders of c;",,;
the Ancient World v'e"r\s cf R ~Il.
the ~ser ttJIIIn or-d
Mozart/father a violinist at Archbishop of
Salzbu rg' s court/learnt to play t he piano/ t hree
rn
O'dTa\II-ll Ha:V
PrDfue GCstie

years old AD 141Cl'

2 Work with a partner and use the notes to w rite a
tour of Prague. Practise giving your tour and if every hour
possible, record it and listen to yourself. Beg in
your g uided tour 'Good morning lad i es and
gentlemen. We're starting our t our of Prague Old TOWM Si:jucre
today in the Old Town Square ....

Hirrt

91
 Writing 2
13 You work as the local representative for Skyways Holidays in Sorrento. Italy.
Your boss has left this message on your desk.
You have the poster below on your wall. Use it as an example to design and
write a similar poster.

JOIn us 011
A do} lflr ~ Ttl/oti and lkj"rJells1Vtlla JE$/e
Scenic dmt Uro,h lhr ybillc H,{(s kldlt f<Jflorilf'lic VtfWS 11.Dpt~
Lllnch al a $mll[riJlkfliJ In !he htf6
Afternoon in {he fTldJ-niflCtlll luwlJSana ,arJens b/1/11 In ISf1 £} Pmo l'OTto
!1aml iJllhf cascades alit/.Joulllilll/s. F.,clax In. lhc cool (jfress iWel/tllS.
P(farl 8 a17. - Relllm 6.')0,,,, IB ,DDd) ltre
See VtJ:i alluq/lOn!_, lidtls
 ~ Marketing the Past

Speaking 2
14 Work in two groups. Group A look at the text below. Group B turn to page 115.
GROUP A
You work as tour guides at the conference centre in Graz. Austria.You have been
asked to plan a two-hour walk round Graz.
Read your information. Plan your route. Prepare your talk. Give your talk to someone
in Group B.

oz,. ko.rL- t.o.nzens Un:ve('$i~~_

-Fouflded IS'i!5 CIS Jesu": College/
ret>""l.!:: ~ l'\"",,,isso,nce s c':j ' '''
l~gO j 2.5 , CXXl sl-udOl'\ts o !tend
-n,da~

'/"" I iii
2 The Clock Tower-
'1 . R I'3r·,""age Church
dott1s f.-- 1556 ofOorLod!j of COMFort-
a l",o,\jS a ~I I,er€.-/
d"stinac;on of """''' ~
p' L9riMS I presen to-
c nu.rc l, "",de 1114- /
two i Mrre~iue. 5p're.s
~~ 10. Cit~ f.rK !bunCo inS-
deskJned and caSt f> r
Vienna Worl d
-Fa irl n 1%,3/
two side pie ceS
now in fh r is

lI.cascle-b..:luro 1L;.i3/
qoi+lic. sfy 1ejdovJ>le
spi('t)l Sro.i("CQSe..
s: Toe To",n Ha /I - t>""'/t IIf- 99
neoc.\Qs~;'KQI to",n hn ll ~,:---,.~~~rAf
b\.li It: bee"""",,", I$zg and I~ . CochedrnL- a th_-ba.::led
l~ q3 /"'pIQc~ the ....lIII!!!:- cat7>ed rnl ln the Go fi-loe >t:l /e/ Jl'-;I[!I~"
RenaiS.IaI\Ce pa lace pic.hife of- the s<:oWSe 5
of God on Sov.th side of
Church cOfTIrnemoro \; i "'3
6. Londhous-presO<\t - d"'j
the Blo.L\I:. Deathj
searof prbvinc.jaL ",o...",.,,....,,,,,t;- atta,-R, b::J t he T .... r RS
re...,delled ~ DOMenl'co $no"" n as tl,e invaS Ion of-
dell 'Allio In 113 57/ Renaissance tne locust.s
cowl::yord s...rrou.nded b j
, . Resionul A"""a L- worlds Ia.t'l:Je 51;-
""o9 n;f,'cent a.rca.des
historicaL armou"d / 30, 000+ harnesses
a.nd wea.pons ~ 161»+ n"' C""b~

Follow-up
15 Collect information about your local area and design a guided tour for a group offoreign students
visiting your town. Or choose a museum you would like to visit and give a talk on one of its exhibits. 93
 Business
Travel
Describing a nd promoting business a nd conference ven ues

Preview
Work with a partner and discuss these questions.
a How are business travellers di fferent from other travellers?
b How can an ai rline cater for their special needs?

Reading
2 Read this article from the business travel section of a British news paper and answer these questions.
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.m. 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 - how else would business
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
cabins up front are full of bona fide full -fare pay ing
lravellers.
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 , many
executives have no o ption but to fly economy and
hope for an upgrade.
Some carriers are known for their s tring e nt
approach to upgrading. Most Far Eastern carriers,
such as Singapore and Malaysian Airlines, are loath to
upgrade unless there is no other option. 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. i.e. , paid the fare.
On th e ve ry compet iti ve tran satl anti c rou tes,
however, il is a different story. Both US and British
carriers - and certain European ones - are keen to w in
busine ~s. albeit not at any price, but at a cost wh ich
might encourage you to tl y with them again. There is
no more powerful ince nti ve for a business traveller
tl,an the lure of an upgrade up the aircraft or the Holy
Grail - an upgrade to Concorde. BA knows full we ll
the drawing power of Concorde and does upgrade
certain executives when appropriate to this speedy, if
not exactly comfortable, sovereign of the skies.
But while tran ~ atlanti c upgrades are sought for the
comfort th ey pro vide, 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. So w hat
strategy should the savvy business traveller adopt? A
seven-point programme co uld be:
1. Dress smartly - the single most important rule.
You may fee l it is more comfortable to travel in

trainers ~md tracks uit ~ and it is. if you are sitting in
economy. But w hatever else you may have going for
you at the check- in it wi ll count as nought jf you are
wearing j eans and a T- shir t. For men thi s means
weari ng at least a jacket and tie at the check-in . For
women, a smart suit or dress is required. Once you are
on the plane w ith your upgrade it does not matter
what you wea r.
2. Join a frequent-fl yer programme. This is the
simple st and most painless way to get an upgrade. US
carriers. saddled w ith many millions of unclaimed
mileage points, are happy to let yo u use some of them
on an upgrade. BA always g ives fi rst upgrade priority
to its silver and gold Executive Club members. 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. If upgrades rather than free fli ghts are
important to you, join a scheme that is most likel y to
hike you up the cubi ns.
3. Use a business tra ve l agent. 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. It is worth checking with yo ur business
trave l agent to see if any similar deals are in the
offing.
Booking through a big agency. moreo ver, should
g ive yo u a bett e r cha nce. Gi ve n the vo lume of
business that the multiple travel agenc ies place w ith
the airlines, th e n they arc usually wi llin g to g ive
priority to their clients when space is available. Not
always though , sinc e if an upgrade was always
a utomat ic, th e n clients wo uld always book the
cheapest flights.
4. Shop around . With or without the help of a
3 Work with a partner and discuss this question.
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. Role play this situation. Student A works as a check-in clerk for
an international airline. Student B is an econom y class passenger. Student B would
like an upgrade to business class .
e Business Travel
spec iali st business travel agent . there may be dea ls
that offer effective upgrades. Airline Ticket Network
(0800 727747) can often find business class !lights at
the same price as you would pay economy on another
airline, thou gh you may ha ve to fly Air India or
Iceland Air.
If your company will pay for first class travel but
nor the supp lement for Concorde, try A ir France
Concorde instead: the fare is equivalent to SA 's fIrst
class price, although you have to fly to Paris (!light
included) to catch the supersonic jet.
5. Check in late. Experienced users of this system
arrive just wi thin the all owed check- in time in the
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. Some ve ry
experienced and determined upgraders try this w ith
BA 's 6.3 0 p.m. daily flight to New York from
Heathrow Terminal 4 on the possibility that they may
get onto the 7 p.m. Concorde fl ight.
6. Be confide nt. Those executives arrivin g at the
check-in desk brimming with conlidence will often
give the aura that they s hould be upgraded.
Unfortunately for women, this is more of a sex ist male
ploy to predominantly female check-in staff.
7. Keep trying. Even if you fail to be upgraded at
the check-in, the savvy traveller knows that all is not
lost. It helps sometimes to be seated next to noisy
children in economy. Get out some work or, better
still , a portable computer and look busy. Then, while
people are still being seated, ask a flight attendant if
you can speak to the senior steward or purser. If you
are smartly dressed and look li ke an obvious business
traveller then many flight staff will be sympathetic
and move you up.
(from THE SUNDA Y TIl\'fES )
95
 Speech work
Sound and spelling
4 Some words have silent letters -letters which are not pronounced. For example:

g arantee I 9""I';)ntl: I

o How are these words pronounced? Say them aloud. Then I islen and check.

exhibition gUide flight receipt

vehicle subtle registered debt
buoyant half sovereign foreign

5 Some words are pronounced in different ways even though they are spell the same.
look at these pairs of sentences. 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 .
b He thanked the company for the present.
2 a This year they have so ld a record number of package holidays to the Seychelles.
b The highest temperature was recorded yesterday in London.

3 a Please allow me to introduce my business associate, Mr Riley_

b Our company does not like us to associate with employees from rival operators in the resort.

4 a Immigration officers refuse adm ission to anyone travelling w ithout a passport.

b All refuse must be put in the bins.

5 a The bank agreed to transfer f1.4m from the tour operators' New York account to their bank in Switzerland.
b The transfer from the airport to the hotel w ill take fifty minutes.
listen and check your pronunciation. Then practise saying the sentences.

0 6 How are these words pronounced?

su it suite

desert dessert
price prize
island Iceland Ireland

career carrier

lose loose

0 Read the words aloud. Then listen and check.

 Gi) Business Travel

Language Focus
Possibility and certainty
There are many ways of indicating how sure we fee l about an event. For examp le. we use
modals to make predictions of varying degrees of certainty. Read these sentences and match
them with the descriptions 1 - 3.
a He'll have got there by now.
b He must have got there by now.
c He should have got there by now. 1 a possibility
d He could have got t here by now. 2 a certainty
e He might have got there by now. 3 an expectation
He can't have got there by now.
9 He won't have got there by now.
2 We also use phrases to express degrees of probability and certainty. Most of these sentences
contain will but the degree of certainty is determined by the words printed in italics . How certain
do you think these statements are? Give each sentence a % score. 0 % ;;;; impossible; 100% = certain.
The first one has been done fo r you.
a The results of the enquiry are a foregone cone/us ion . They'll refuse all planning permission. §
b There's no way they'll agree to build a new airport so near to the city. D
c I doubt very much whether the company w ill pay the supplement for Concorde. D
d In all likelihood, you' ll get an upgrade if you book through a business travel agent. D
e It's just possible that we' ll make a profit next year. D
It's a safe bet that they'll t ry to force us o ut of the market. D
9 The chances are that yo u' ll be able to get a bette r seat provided that you're smartly dressed. D
h In all probability, share prices wi ll continue to rise. D
i There 's a slight chance that the project will attract more foreign investment. D
j There's a distinct possibility that the air traffic controllers' dispute w ill be settled soon. D
k There's little likelihood of t heir allowing us to hire extra coaches. D
Th ey're bound to increase their prices next year to allow for infl ation at the very least. D

Practice
For each of the sentences below, write two sentences wh ich keep the original meaning.
Use th e words in capitals in each sentence. The first one has been done for you.
a In all probability we' ll be able to catch the 10.15 train .
CHANCES The chances are we'll be able to catch the 10.15 train .
•SHO ULD We should be able to catch the 10,15 train.
b I hard ly think she' ll want to hang around for a stand -by f light.
DOUBT
LI KE LIH OOD
c I'm sure they've left by now otherwise t hey'd have answered t he phone.
M UST
BOUND
d It's impossible for them to have arrived - they only left an hour ago and it takes at least two hours, if there's no t raffic!
CAN'T
WAY
e If we' re lucky, we may well be able to charter an ai rcraft for an early morning flight.
POSSIBILITY
JU ST

97
 Listening
07 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.
a The Manor uses the services of over 500 conference agenc ies.
b The stand ard rate of com mission is 8 per cent.
e The age ncy always takes the dient to visit the hotel.
d Making company contacts is a comp licated process.
e Corporate clients tend to make rapid decisions on their choice
of confe rence ven ue.
The Manor relies far mo re on direct sales prospecting than on
printed advertising .
9 The sales staff are authorised to negotiate conference rates.
h The local Shakespeare festival is popu lar with delegates.

Vocabulary
flip chart pc screen
8 look at this meeting room in The Manor Hotel.
LAN plug slide projector
Match the words in the box with the objects in the room.
lectern podium socket
marker pens pO inter
OHP remote co ntrol
 4» Business Travel

Speaking 2
9 Work with a partner. Student A look at the text bel
Student B tum to page 115. ow. D ay delegate rate: £57 includes coffee, lunch, afternoon tca,

STUDENT A cordials, conference equipment and

YO~ work f~r A lbatross En gi neering pic and have been aske room hi re - minimum 25 peopl e
to fin d a sUitable local venue for a full-da ' d
Markowitz w ill b .. I Y sem in ar. Professor
. e giVing a ect ure on new techniques ,·n 24-hour residentiaJ £169 inclusive of mid-morning coffee,
ebIect neal eng'Ineermg
. In
. the mornin g. and th is wi ll be follow ed rate: lunch, teas, cordials, room hire,
y yo ur annual general meeting in the afte rn
Yo . I oon. conference equipmenr, Jinner, deluxe
u require a ecture theatre for fifty people Ring Th M
Hotel and find out w hat t hey have to offer. . 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
. On th e Tight you have information on day and 24-h
conference rates. You will not need to our
so you can be flexibl' .. pay agency com mi ssion
e In pricin g.

Writing
10 You. work for an international hotel and have recent! . .
Senior Management Team. Work' . y received thiS memo from a member of the
G h In groups and bramstorm you .d h
ra am Whittaker's request. r leas, t en write your response to

MEMO
FROM: Graham Whittaker
TO: Marketing Dept.
DATE: 11 October
RE: Circular letter promoting business
travel
As you know, 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.
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.

Would you please:

include information about the kind of facilities we are
able to provide
outline a package we can market
include itinerary, special events and attractions
state why our area is th e ideal place for them to come.

99
 Scenario 3
Organising Excursions
O rganising an excursion p rogramme

Work with a partner. You both work as resort representatives

for the same tour operator. Your teacher will tell you which Shopping
one. The :Irea is known for its loc~l blue crystal and distinctive ceramics.
STUDENT A: Yo u are th e new resident Resort Representative The main sho pping centre is in the Glasshouse
in Lakesburgh , a thriving cosmopolitan city on the shores of Centre, a pedestrianised area where you can __ g("e?tt" ~ .
find stores of international renown. N O COtvlYJ1 l5Sron
Lake A urora. Thi s is yo ur first job. You we re appointed last
night when the local rep suddenly reSigned to go and w ork There also are many soU\'enir shop~ -Fr-iendly,
for a rival operator. and around the Old Tow n Square. hefpFu f ow~s
"*,THE ARCADE -fh .
STUDENT B: You are the new Tour Representative in for (.II/your po/lery and g/(.ISl~..art.' ~~ 5~ In: get"
Lakesburgh, a thriving cosmopolitan city on the shores of . . eXna ' 0 com.
GiftsJot·al/ fh( fiumly. good selac..tian
Lake Aurora. You have just arrived in the resort, a few hours 54, O ld T own Square ::::---------
______ pricey .
ahead of the tourists. This is the first time yo u have been !!fCRYSTAL'S GLASS FACTORY
there. Guided tours
Fret ntlranu "*' NB: eo"ect vauchet'5 +
?f IVE m all 9uesfs.
Today is the first day of th e holiday season . Factot), sMp VOUCHER.S == 5"/.. d lScoul'tr on marked
28, The E spla nade price. ~ fh~
Your company specialises in short city-break holid ays, two- -*THE CERAMIC GROTTO = IS '}'o ~,.,.,rn/SS lon -to ME
and three- night stays. The brochure promises a full optional ('... mr al/d 'l.Cl.ltrh your gifts .f/in
excursion programme with evening activities. into shape.
Your first plane-load of package tourists arrives this evening at Gptn daily 10-5.
73 , New Crescent WoJ"ftt
6 p.m. local time. Th ey w ill be stayin g from tonight, Friday, to ch",ttiM9 lAp
Monday mornin g on half board. Bef ore 6 p.m. yo u must both THE EMPORIUM /
R cntrwnd Ih( ~,,'orld fi'lXr fo
find out w hat there is to do. Yo u w ill need to know times,
pottny atld g/ass'Wlire.
prices and discounts for your clients. 20, The Gl asshouse C entre "\
You w ill be interested in any commission yo u can get for
yo urselves , since yo ur pay is not very good . The previous reps Restaurants !JO In CJCCasianatty
-c9iver"ep?pocI..pr"esem-s
left yo u a tourist guide in the hotel w hich they have
THE ARPEGGIO
annotated w ith their comments.
traditional cuisine in pl<asant - - nice place, gd. mod
Look at the gUide togeth er and design the itinerary. surroundings 5~o Corn.

2 You would lik e to be able to repeat this itin erary weekly table d'hOtrfrom £10.00 per hrad
98, The E splanade 2...Ct"/0 Com.
throughout t he seaso n. Approximately how much commission
tel : 876 439 8876 /" beAt- pricey fOf" gueG-rs
w ill you rece ive if thirty people go on most of your
THE LEMON TREE
excursions?
guiridon s(r'fJiu
3 Compare your itinerary and your commiss ion leve ls w ith other it la carte p om £.10.00 per IJ/!hd
Best harnoor"ger"G eo,er-!!
tour operato r represen tatives . V pop. wil-h
19, Circus Road locals
,,10192 8347459
HAMBURGER PALACE
Amrrican nflpllrtlnf
apm 11.ooo. m.-12 a.m.
10, The E splanade
td: 129 4857694
Se[ meal: { 12.50
THE BLUE VISTAS
/iveboud
pri't'lltr roolllfor parliu
42, M ount H adrian t9.a ren beHer school d,nners ~
tel: 128 394 8576 ~ 15"", COM .
100 traditional cuisine from £20 a head +ake 1. par"+y (::::t week.
 Scenario 3, Organising Excursions

Bars Theatre, Concerts, Ballet

THE CAPTA IN'S T AB LE THEATRE PRESIDENT - -IV... +he price of 1
2
o Th F- 1 d 15% com . darriml plap 5eo.fs £ 10, £15. f zo
,04, e .sp ,n, e ~ bad-rempe.t"ed landlord-
THE JOLLY ROGER hafes -!mArisfs Box office: 839457834867 boring! -Taur-ists love if
784, The Esplanade d L' L / £3ppon 9ps of 25 +
,.- 9 . Wa"<ltl "9 "ole HADRIAN'S CASTLE £1ppon gps
TERRY AND JUNE'S CAFF v. rriehdly I

.. .'
39, The Old Town Square lo'}'." Com. JOlltt lllmierolightly of 12- 24-
all seats .(12
THE THREE FISHERMEN

~.i ~"~"1'
,~;
T et 876 92J 2387
8, lctty Point "-- gd. plac.e 10 end
an evenin9 PALACE TH EATRE -~, •
m/:.jordf!lails ~ ~
-' ... ", ) /
Night Clubs, Casinos and Discos Tel: 876 94987 982 '2''''1 ' . '"I. ,
.,= ,
L---i

THE COTTON C LUB~0(eatl!

9Dod dea Is IYom -J! ". "
-lime -to -lime T
open nightly Iiv.eJy .
9 p.m.-3 '.m. 911'"/., ge-t In IYea be.l""-e 10 Sightseeing
£ 10.00 per person 10% Com.
+ tree eafs f dr-inks IMPERIAL PALA CE AUTO COLLECTION
THE N EW YORKER ~ 01Jt'T.2CX:Qntiq;;;;~Q1/d wheYe did they find +hem I
JPwal tnta~sl ar: n duploy at . .
epm ThursdarSulIdoy inc/. 5"0 COtyl.
hladclie on reservations tbissp~((ac/llaralitomohj{~((;lIntion - 10% Com.
£5.00 \
£30 <l coupl e - - on ly
53, Aurora Boulevard Wor-th every peYlrlY!
WHISKY GALORE WORLD OF RECORDS MUS EUM
Optm nightly _ _ no male gps Su IIx amazing vidl'os, lift-siud ' - V. pop.
10 p.m,-2 a.m. 15% - must- r~plic(li, uniqm: displap lhal 'Will ""0 COrn. l!
£20 per person accom pan y mlnlain lIN who/~familyfor helln. 50/0 c:liscolAf1t on
£7.50 gps of 15 +
THE GOLDEN WHEEL CAS I NO 79, Lakesburgh St.
hiacl. tie uplional - V upmarket- HERITAGE MUSEUM"
8 p.m.-4 a.m. no Corn. ( County history nlUJl'um with new,
~xhibilS, r~S/'Jrl'd bisloric
pal'"fully
THE SIL VER SWOR D CASINO open
J/ructuru and ghosl lO'Wnl
open 12 p.m.-3 a.m. -.., 20% COm.
£10.00
.nin . si"okes £5 435, The Mall
,yee £25 chips if take. NATIO NA L ART MUSEUM
'T' gps of :10" H Ollw Ihru gall~rin, (hanging
.1 ours monthly wilh Irxol and nalio1lal!!!!!!!!:>- who? 25% Cowl.
Walking tours of old town: __ sfurdy sh I
£5.00
visit this picturesque quarter with DeS. MUSEUM OFNATURAL HI STORY ~ S'ro iF'wck
medieval houses and cobbled } (l/m uy /hr'Jugh Ilm~ fro m Y
streets. l~O/ dinosaur age 10 praml-day wildlift
V. pop.
,..- -";) , 0 cam. on 2 p .'m . \!. Inl-eres-h~
£8.00
Tours d~part ewry ro.W hoUri from fu/A" o"ly
10.00 a.m. to 4.00 p.m. ___ Take -'- ,_ DISCOVERY CHlLDREN'S MUSEUM
.£3.50 per person d Ol'1r ....lu Snaps duiglleJfor hands-on, ;nll'radive. ' - V1eed +0 book
an cares flU! learning aboull/x orIs, _ +u.1I
of scnOO( Dar~es
Hourly boat trips on la/:.e: uiel1us and hUll/ani/in. r _. -r,
£2.50 per person. £ 6.00
no com .!

( GO VERNOR'S PALACE _ sfut:'f'y !

A harDiJIIl' maJt"pi~u housing
beaufiful Views 18th II) 19th unlury watercololln
easy on Feet £750
6%eom .
\
gd . 9al'"dens/grea-t views
15% ccm. gd. +eahouse
- greaf fi:rr- Soma. peace
and qUIet

101
 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 12 days
EiffeL TO"ller
De parture day Monday if) 1>o..r'is
Ret urn Friday
Mar. 27 $270
Apr. 3, 10, 17,24 S280
May 1, 8,1 5,22, 29 $290
Jun e 5, 12, 19 , 26 $300
July 3, 10 , 17,24 , 31 $300
Aug. 7 ,14, 21,28 $300

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 air-
conditioned cruise-line r coach .
No overnight travel.

l'e r tu./Yl e-
ChQ:teQU at; mo.R;"3 at
C(ll"ca~50W\f\e Grasse

102
 Groupwork/ Pairwork B Texts

f) A Career in Tourism
Reading (page 13)
Speaking 2 ipagc l 7J
17 STUDENT B
6 STUDENT B
Work in a group. You are recruiting employees for one of the
Tell your partner what recommendation s "The Write Way
posts described on page 15 (your teacher will tell you which
to Find a Job" makes about:
one).
• personal information and experience.
Write a short profile of what you expect a good applicant to
• layout, language and style.
be and prepare a list of questions to ask the candidates you
Which of the fifteen pOints (a-o) in exercise 5 (page 13) have short-listed. Make notes under these head ings:
are mentioned in the article?

The Write Way to Find a Job APPEARANCE

ANSWERI NG advertisements is o ne way of findin g a
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
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.
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 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 )
QUALIFICATIONS
LANGUAGES
TRAVEL
ADAF'TABILITY
PERSONALITY
SALARY EXPECTATIONS
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.
G Responsible Tourism
Speaking (page 55)
A1
G. Jones
Leader of the local protest movement
Views on the proposed tourist development:
• 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:
• Develop the a rea into a high -tech busin ess park
Advantages:
• 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 (page 23)
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.
Make notes and plan your talk.
When you are ready, give your talk.
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
Nov. 1869: open ing of Suez Can al ;
2nd Cook tou r
1950s: tour o perators and hoteli ers in
place
104
EGYPT
Luxor -
Recent developments The present situation
1963/4: Ministry ofTourism se t up visitors: 43% """- Arab world
57% ......-Europe & N. A merica
1960s: > 1m tou rists / yr. avo stay: 8 1/2-91/2 days
gradual increase in no. of carriers and attractions: classical tour (Pyramids,
hotels ---.- 3.6m arrivals in 1992 Lu xo r and Aswan)
Nile cruises
1992-94: adverse publicity ~ fall in package charters (Hurghada on t he
arrivals 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
 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 . Then work with a partner
from Group A to check your answers.

COUNTRY CAPITAL L ANGUAGE CURRENCY

Buenos Aires Spani sh

Au stria Schi lling

POrlug uese Real

The Czech Republic Prague

Cairo Pound

Greece Athens
Budapest Hungarian

Italy Lira

Tokyo Jap.mese
Nairobi Shilli ng

Malaysia Ringgit

Spain Spani sh

Bern Swiss German, French, Italian, Romansh

Arabi c, Fre nch Dinar

A nkara Turkish
The Ukraine Karbovanet

Speaking 2 (page29)
STUDENT B
14 Ask your partner for the in formation which is missing from Listen to your partner talking about the value of tourism to
the table and answer his/ her questions. the UK and comp lete the pie chart below. 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. UMS

V Al.U E O F TOU R 1SM T o THE UK
I N THE EU (NUMB E RS PER YEAR)
- .. T O T AL £ 26 ,6 59 MIl.LlON
RAN K PLACE 1'0. OF VlSlTORS

2 ThC"LouwC" 4 .0m

4 T he F.iftel T ower 3.6m

5 The Nari(Jnal Gallery 2.Sm

6
105
 TOU RIS T S PE NDINC B REAKDOWN o Responsible Tourism
DOMESTIC AND O VERS EAS TOURIST S 15 Speaking (pJge 55)
TOTAL £18,553 MILLIO N
Enicnaillll",;n t
£1,00801
B1
M . Hamilton
Leisure/and's vice-chairman
Views on the area:
• the Ll anberis area: tourism potential
• work in shops and cafes is seasonal
• in summer the Snowdon mountain railway, which runs from
Service'S
f497m the village, takes over 150,000 people to th e sumrmt, and has
to turn many away
• during the winter, Uanberis is dead
Tran'[ with in UK • area losin g valuabl e hum an resources (exodus of We lsh -
Accommodatio n £1.564111
£6,520m
speak ing people to the big cities)
• improvements to the main roads from England int o North
Wales - more peop le coming into the area
• jf th ere is nothin g for the extra number of tourists to do, they
w ill wander round th e National Park , causing unnecessary
damage
LeisureLand w ill :
establish a year- round tourist attraction
create 300-500 temporary constru ction jobs
create 1,000 permanent full-time jobs for local Welsh -
speaking population
- create controlled entertainment for the day trippers
- save the National Park from damage

o Travel Agents
Preview (page 30)
2 STUDENT B
Tell your partner your name, address and phone number (on
the business card), and write down your partner's name,
address and phone number. Ul
Speaking 2 (page 3 1) Jamien Jansen
8 STUDENT B '!.lau rit!;t;.3de ():~

Your name is Penelope McBain. Telephone Skyways KliOG :\p snt'ct;.

Holidays for information about holidays to Puffin Island. The N(: lht',r IJnd ':>

Ask to speak to the sales department. If no one is available. Tel: (:\1) ;)1:)0 ;)" ~I7~H~'_..,,,,,,!!!'!!!!!!!!!!1!!!!!,!!""'!!!!!!!II!!!!!!!_~
leave a contact number.
2 You will reci eve a telephone call from Skyways Holidays.
You require brochures and prices on holidays to Puffin
Island. Your address is 6 Leybourne Cresce nt, Bristol, Avon,
BS249EA.

106
 Groupwork/Pairwork B Texts

Speaking 4 (page .lSi

20 STUDENT B
You will receive a phone call from a client interested in a tour of Cefalu in Sicily. Reply to his/her enquiries and take
down their details. Charge the full amount of the holiday to his/her credit card.

Departures: June 16 July 14

Cefalu: situated on the northern coast, 1 hr from Palermo. Picturesque
Arab-Norman town dating from 5th century Be.
A Norman cathedral in the town square contains some of the finest mosaics
in Italy. The town sits under the Rock of Cefalil on which the Temple of
Diana was built.
All Sicily's classical and medieval sites are within dri vi ng distance. There is
also a sandy beach near the town centre.
Programme: Included in the price are scheduled Alitalia flights from London
LHR, tran sfers and accommodation at the ** *Kalura Hotel (half board). The
hotel is situated in a quiet bay 20 mins from the centre. All rooms are
decorated in Mediterranean style and have private bathrooms. Typical
Sicilian cuisine. Activities include creative writing, painting, photography, a
Sicilian folk night, trips to Palermo and Agrigento and a country lunch
including wine and a picnic with a walk up Cefalu Rock.
Price: £579 for 1 week. £ 180 for a second week. Insurance £ 19.

You want to go on a holiday called "Venice and the Verona

Opera" in June or July. You have two weeks' holiday. Ring
up to make a booking and check the details.
Venice & the Verona Opera
Dates?
Things to see and do?
Accom modation?
J. WILKES Cost?
computer consultant Insurance?

2 Kingston Avenue
Manchester redit Card
M208SB
Tel: 0161 434 3591

6289 0150 6885 ~ 372

Expiry date : J. WI ~ ES
Writing 2 il"!;"'S) 06 /20 06
21 STUDENT B
Write a letter of confirmation to M. Figuereido, enclosing the
tickets and the details of the holiday in Cefalu.

107
 e Responsible Tourism
15 Speaking (p,' ge55)

A2
B. Hall
Chair of Snowdonia National Park • area would be spoilt by: heavily • too great a burden on local hospitals
Society congested roads, day trippers, litter and the police
Views on the proposed tourist • local infrastructure could not cope with Suggestion:
development: the coachloads from Manchest er and if people want the sort of tourist
• people com e for natural beauty and liverpool attraction being proposed they should
tranquillity go to the seaside

Scenario 1 Advising a Client (pagc3 6)

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

STEAMBOAT
Colorado, USA
Apres-ski and Eating Out Facilities for Children
Th e ski resort and o ld town of Nurscry/chi ld <.:,uc: JI)r <.: hiJd n ·n a,!{ed 6 mont hs to 6 r..ar~ . !'r<:".idl·S
Steamboat boast mOT t than g;lrnrcs/ puPIK:1 m,.ws / arts and cr.lrU fo r m In -~ kii ng ,·hlldl"i;Il.
sixty restaurants offering a Kids' Va,·.. ti"n Cente r: fur chi11.Ircn aged 2 1/: to 4 }"(",lI":'O . ~L: i i nl!-trudion
cosmopolit an sclc(.1:io n of and supcr\"i~ion in a special arc .. w ith ;l ski-li ft just for r hild n' n .
Cajun , Italian and even
Rough Riden::J.:.j instruction ami .'\u p "f\'i sion for agt'~ 5- 15 yean
Vietnamese dining. Th(!TC a n~
Steam boat favou rites like O ld K.C.'s nile duh: ('wning c-ni]cbrf' for children, Ach-anl"C n.':\;(·n·J.tion.~ f«]uin.,o.
West Steak House and
gourm et mountai n dini ng at Resort Shuttle
::==~!!~~.f~~;;:: starlit
Ragna r 's where you ' ll enjoy a R un:. r~-guJMly frorn Slt"mlboal Spring..; 10 Stl' amil<o.I t Ski are.1l IInt illall' at night.
sleigh ride before a
fabul o us dinner w ith the lights or the vall ey set o ut hdow. The Hotel
Away from the mountain, Stea mboat agai n scores high .
, . - - - - - - - - - - - - . Sh('ralOn Sk.lmhoaf ]tcS<) rt ........
Tah- your pi ck from a morning hot air balloon rid e ,.,.ith GI.· nuilldy ski-out and ski-in, th ...
celebratory champagne, snowmob ili ng, ice skating and Sh"T,lI on ('nju) s an iJ,·allocJ.tion
shopping (jeans and Western hoot.s arc r ea l bargains). ~ dj an' nl to [hi: Sih·,·r Bullet
Pri ces indude: round trip air trayc] hy schcclukd airline to Gondola . Wi thin yan ls orthl~ h()ld
St\~amboat. are numerous shops plu~ th e.: ,~ ki

~hool and lift til.-kd onil·t".

Accommod ati on for the stated number of' nights on the
basis shown. AI.·(.1)m m'ltla ti cm : spa(·ious gu ...st
room ~ h ~\.· tw,) , I"uhl,: quC'cn ~izc
Airport and hotel taxes.
~....~._ IX'IIs, prj""tc h".!c-ony, ("'.. hk· TV &;
Child reductions for childre n under 12 sharing w ith t.wo m(>"it: ~ ( ..·hargc) , priu.ll· l>.l lh
adulls. I llllow\·r .

Transportation '" 300 rt><)m.s an, l suil "'.~ • ,·.. Iet s(" f\'k c
D aily fligh ts Lonrlon~Dcn\"(,·f conn("cting witl, .I()fn l·~ t k llights D o;:nn·r '" hot rubs and j.lCU...... 'S • conckrg.·
St"camlxnt Spring~ , a rnt' n ' 5 mil ... ~ fruln th ... rt"!<Qrl. Rl'gular (('SOrl shurtle. • S.'\Ulla an" m usag<: • w .stur ..gt"'
• fi.tnc:u ;mel g<lmt"'.~ r ..o m • ski rl'ntalh hup
Ski Facts
H( )TEI SI [EIt AT()N STF..'.MI-IOAT KE.s() ln ·
. - - - - - - - " . . : - - - . . . , AW' fag<- annual snowfall : 325 in. ·h(·~
Il,,~"n Ty~ Double Queen Child Price
T r "il>: 106 t), c· r SO m il ...~
Room only
,. Al l holidays
ILL,i.
Ski li(t~: 20
V<:rli~·al dro p of 3 ,600 Ii n" . "f nights 7 10
LongN I tnil : 3 mil ...s " ........ .l<luh, ,h.ril1g 2 2 2
Sk,P""'s fat·.. : ,..;:, :'\\\'. N E frum 1 J N,,,· tn 07 I),..· 715 82. .55 370
Crus:<i(""(JUn ~ : 1 1 . ; mil ~ frum OS \.)ect" 14 1)0.,,' 1065 1299 1669 4.6
Ski lOO.: houl: 100 instru(1or~ r... ,,,, I.~D."' · I" l l 1)",. 1265 1599 1929 4'6
Moulluiu r~uurant::.: 6
frvln 12 On· 10 03 J ~n 1095 1299 1555 370
Th., BilI~' Kidd Cefltr~ for
front Of J= 16 01 I'M> .25 11 25 1369 370
pc-rfr,rm.mn' .~ Ic.iing is a uni'lu(" pfogrJ.fnm .. f"r inlcrmcdUte.md .d'-.m("("(/
fr6m 02 ",.j, \" os I'd , 1029 1315 1669 370
~k irN only.
rrom ()<I r'd, III IS 1'..1> 1059 129. 1599 370

Climate (r" m ll> Fd,[" IS rob.r 1019 1259 148. 370

rrnm 16 Mu In 22 ,\br .45 1125 1259 370
Ih c r ..gt· I(-mp(·ro1\ ur,· in (Iu' r ....~ rt 011 6,<XX) rl i~ 2SF. Colder on the- ~a.k...
rr"," B ~br 1U 29 Mar 78. 89. N/A 370
( 10,600 ff) . SI Nm l)()JI ha.:. a ,If}" pleasant and imigorating dim.ilc: '"'ith
.~II r n<n :n L ,Ut!in9
liltl., w ind, so !ittl ... wi ncl , hilt .-free l .
Acti vities un- th e slopes: iu' ~ k.alin;.:, in,j""f t ..n ni!.dog~ . .drigh
rid t·.'\ (includi ng mountain dinner tn\J r.~ ) hJ II,)uIling:. sboppin-J- bor-.oe riding.
tlwrm,ll hot ~pr illgs

109
 (3 Responsible Tourism
15 Speaking (pageSS)

B2
F. 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 1,000
jobs
• w ith out jobs, th e lan guage and cu ltu re of Wales w ill be
lost
• no additional financial burd en to the co mm unity-
grants can be obtain ed from the We lsh Tourist Board, the
Sports Council and th e EU
Suggestions:
• Arlon Borough Council ow ns the land - can insist that
the 600 new houses are not sold o utright or as timeshare
apartments, 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, e.g. hold festivals of Celtic music
and Welsh arts and crafts festivals

e Tour Operators
Reading ir,lge 38)
2 STUDENT B
Before you read, check you know these words in the box. Use a dictionary if necessary.

frosty ou tstanding to hold down (prices) to cover (overheads) a brand name

ailing to be o ut of pocket to settle up sluggish (business) to go bust

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.
Make notes before you begin.

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.
Ma ny hotel owners and local agents feel badly treated by Britis h Another tactic is 10 claim that competitors are hold ing down
tour operators. Some of them have lost a small fo rtune when their prices and that the only way to remain in business is to do
unsecured trade creditors have gone bust. They feel especially likewise. The hotelier can do nothing to prove the contrary .
bitter when an ailing competitor is taken over: the new owners Hoteliers also suffer from cash flow probJems through deJJys in
may continue to do business under the same brand name. and yet payment. Although most settle li p within a couple of months,
J.re under no legal obligation to settle any outstanding debts. As a so me operat ors have heen known to request a fresh allocation of
result. hoteliers may be out of pocket when a tour operator ceasel' bed -nigh ts when they st ill have not paid for the previous season.
t.radi ng. even though the salTle compan y, now under new So if you're going on a package don·t be surprised if the
ownership, is sending its customers to the sa me destinations. welcome you receive is less than enthusiastic - the chances are
So it comes as no surprise if hoteliers accuse tour operators of that the roOIll \IIJS contracted at a rate that w ill barely cover
sharp practice. For example. allegations have been made that tour overheads . But you wou ld still be in a better position compared to
operators use their position to force down the rates for \vhich hotel some unfortunate holidaymakers in Spain last year. One British
rooms wefe originally contracted. Sa les may be booming but the operator had forced a reluctant hotelier to accept J greatly reduced
tour operators will tell the hotelier that business is sluggish and rate with th e result that \vhen the tourists arrived their rooms had
that the rooms can only be filled if they discount their prices. been re-allocated to a foreign operator offering a better deal.

11 0
 GroupworklPairwork B Texts

Speaking (page 43)

Negotiating an Agreement Age nd a 12/03

11 TEAM B: VISTAS Sales o f GETAWAY Tour s
1 Minut es V
Look at the agenda on the right. You have just finished 2 Review of f orecas t s f or next season v '
discussing item 2. Read and discuss your negotiating
position on the remaining item s with your partner:

Item 3
---.
3 Commi ss i on lev el s
4
5
6
Racki ng
I nce nti ves .
Policy o n co mpl a ln ts
t
You would like to receive commission of at least 13.5%. 7 Edu cat i onals
You realise th is is optimistic; your average is 12%.
Item 4
You can guarantee eye-level racking in larger agencies. but
smaller shops will display brochures at their own discretion.
Item 5 Before you start negotiating with GETAWAY you should
As an incentive to sales staff you would like to see a decide:
payment of £1.25 per person paid to the consultant who what you want to achieve.
confirms the booking. This wou ld be paid monthly working • your order of priorities.
from the departure date. • what you think GETAWAY will wan t.
Item 6
• how much you are prepared to accept.
You feel that any customer complaints should be dealt with
• what you think GETAWAY wi ll be prepared to accept.
in writing by the operator within a week. Customers need
to fee l that their complaint is getting somew here. If neccessary refer to the Language Tips on page 43.
Item 7 Decide who will say what. Then negotiate with the
You would like educationals for your agency staff. GETAWAY representatives.

8 Promoting a Destination
Speaking 1 (page 46)
9 STUDENT B
Tell your partner about the itinerary below in your own words.

ICELAND Outline itinerary

Thursday: evening flight from Lo ndon
H eathrow to Keflavik. Transfer on arrival
to H otel Island in Reykjavik.
Friday: morning City Sight-seeing T our
and afternoon [Q exp lore or shop at leisure.
Saturday: (New Year's Eve): late morning
exc ursion co the Blue Lagoo n co bathe in
its mi lky blue waters. Eve ning V iking-style
banquet. Just before midn ight firewo rk
disp lay. See the New Year in with a
celeb ratory glass of Brennivin (Icelandic
sch napps).
SmuJay: (New Year's Day) : Th e Gold en
C ircle - a fu ll da), [Our. Leavi ng Reykjavik
we travel over Hellisheidi Pass to
Hve ragerdi , the "green house village" where
fruit, vegetables and flowers are grown in
greenhouses heated by geothermal water.
Visit to the Great Geysir, after which all
others are named. Drive to G ullfoss,
consid ered by many CO be Iceland's most
beauti fu l waterfalL Cascadin g in two stages
into a spectacular 15 km gorge , the falls
are often partl y froz.en at this tim e of the
year.
Stop at La ugarvarn, where steam emerges
at the edge of a lake , form ing a natural
sauna. Optional swim in the lake! H ead
back to Reykjavik and listen to a few sagas
on the way. Di nner in the evening.
Monday: Return to London

111
 «!>Customer Relations
Reading 1 ip,'gc 62) Speaking 1 (page 611
STUDE NT B 10 STUDENT B
4 Read this case study about an Situation 1 You are a hotel receptionist. A custo mer has just come into the lobby
unfo rtu nate in cid ent in a t ravel agency and wants to speak to you o
and answer the question s. Situation 2 Yo u are st aying at a beach reso rtoThe hotel room is fine, but outside at
a W ho was involved? 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? rubbish dump down the road. You ask to speak to the manager.
c What kind of mistake did the staff make? Situation.3 You are a resort representat iveo Som eone has asked to speak to youo
d How do yo u t hink the custom er felt?
Situa tion 4 You bought a ret urn airline ticket f rom a travel agency but t he w ron g
e How wou ld you describe the staff and
time was w ritten on the ret urn t icket and you m issed your flight. You had to
t heir behavio ur?
purchase ano th er ticket for a later flig ht (which, to make matters even w orse, was
Te ll your partner what happened. delayed), and as a resu lt you missed a very important business meeting. Yo u wan t to
What lessons can be learnt from the kn ow w hat th e agency is going to do about it.
two sit uat ions?

HEN I FIRST ~ tarted in the l ravd chexk av,lilab ilicy for the customer , ;lIld this and thCll attention w as switche d back to the

W industry, 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. 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,
and I learned a valuable lesson which has
held me in good ste;:.d in my dealing w ith
customer.;. 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
was taking .~o l1l e rimc . W hih: h e W;IS wa iting
to gct through to operators, he struck lip a
conversalio n with the (;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. T his
happelled [0 be a pet subject of his, and he
went into gr.lphic detail about the merits
and picf.. tIL.. of each ca rrier. Fi nally, he said,
"T he worst flight I cver had was w ith D ... D
airlines. T he sratT were ru de, tIle food was
awti.1i and they even ran out of dury-frecs."
The customer thanked him for his advice
call that was being answered by the tour
operator. Up to now, no availabil ity had
been fo und, but on thi" occasion ;\ flight
with suitable ri minb'"S was ;Ivailablc. The
cllstomer wa~ quirc satisfied with th e pricc
and decided to book strAightaway. As my
boss and thc tou r operator began to p roces.~
the booking, the customer said "Oh, by the
way, which airline arc we flying w ith?O'
My boss asked t he operator, looked very
shclopish, t hcn looked u p at the custom e r
and quil.., tly said, "Uhh .. . it's D .. .D
A irlines.o,

R I CHARD W ILLIAMS TALKS ABOUT SAN DY LA NE

HIS I IOTEL: It' s a \'f: ry spcl..-ial place - H,lThadru as ,\ desli natiun is easy to
rloal·h so people l'an decide on a witim 10 come here to rd ax. People ha\'c
M) lin lt.': leisure limc now, .it is important to IUH'c somc wh(Tc likt: Sand),
Lane which i ~ ea.~y to visit. \Vc .. Iso ha,"e a huge advantage tx-causc of its
loeatiun un l'asily the: best heach surro unded by d eg.mt pr h'ate hOllies in a
private estate- . T he hotd owns 400 acre:; hu t has only 120 rooms su it
ne,'(Or SlOtOIllS husy even w h~n we ar e fu ll. People also like the elegance of
the hOld, thc C"O rals to n ~ whit'll dlanglos colour from white tn pink as thc
sun sets, and the theatre of mahogany trees J.TOuntl .
STA fF ; We have just under four slall, about 3.~ to ('wory gut'st" roo m .
which is a nice ratio because it allows us to he \'c ry allentivc. T raining is
\"cry dt'ar to my heart - ahollt 2 5 p~r CtOnt of o ur train ing bUOgl' t g()(.'s on
tcd mit:<l l ski lls as t hc Tt·~t is o n attitude and motivation. '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), are. alw J.)·s 1"Jr ning. Tlut wh;t imprcss,os me t h\' mm t is thl'
flOil~ n(lI i l1(Oss of th;.: stair. \Vh ~rt! c1 S<.~ dm:s a maid come in on h(T day o il' to
b ring fru it from h.-r garden lilr a gUl~~ 1 who dOl's not f~d well?
RATES: We think our "<ltt-s arc good "alul'. In th\ ~ surnnll:r the rail's
arc lo",,: r which \\" t~ think is spt..'(;tal·ular \'J.]ue bCl"3Wie you gl't txac:tly the
itanw S(·rvio.. olll(l fa...il itilos as in the winkr. WI~ aIm consid cr I:'m ililos \·.... ry
important and haw just built a childn"n 's villagc in th..: grounds and o ller
adjo in ing roo m s for U S$100, compl .... tc w ith su fI d ri n ks and l"(mkilos
instead uf a. m illihar. Our d ominant market i.~ .~ti Jl couples ageel lorty or
on;.. .
GU ESTS: Our d rc.'!s code !ionh' times caUSNi p ro hlems lxocause we w ill
r efusc c n try 10 di n ne r if someon e is nut smart enoug h . Som c li nH;:;
l'l°lebrit il'S will try to bend the ru lt~$ w hich is a shame he-cause othLT guesls
do n't lik..>: it if excep tions arc mad L,.
r AVOURITE ST AY AT A H O T EL: (;alll'}" Bay in An tigua.. WLo go
thert! quik a lot because: I can n.,.l lly n .. lax thcr..: after the form ality of Illy
hold . I can go 10 dinnlo" in shorts and without s h(K,~s . T he atmosphere is
rclaxlod, hut the scn 'i(;e and the food arc cxnolle nt . I like not having any
ai l' cond itjoning and b eing ahle to , rirtually roll out o f heel into the .~("a. A
lo t of placrs you can u nwind, but you don't glot tht: good Sl~ r \' ic:(: - hcrc
),ou get hoth .
I)J S Ll KF S: \V h.lt I pa rt icu larl)" .lisli ko.: a n.: t: ity h()teis wher e t he
Illa.nagl~m (;n t and oW lw r.~ d on't bring an)' sellse of ra ring. Thc), gin: you a
Ix:<1 in a box and stcrik , wlorigillal surroundings. You don' t hJ.w: to ~pt n d
a 'int une on a I"Uom to nnd good plac....s .~e) it's not just a q ul~s t io n of price.
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. [ \\'i ~h I could ~omt'ho\\" get J.ITI)S.~ the lIIe~""lgc thal
the Caribbean is a heautiful place ill lhc :'UlIlIlItT.

112
 GroupworklPai rwork B Texts

ID Hotel Facilities o Responsible Tourism

Reading 1 (p'ge 70)
15 Speaking (pageS5)
2 STUDENT B
When you have finished reading th e text on the opposite A3
page, ask Student A questions to find out about: B. Morgan
Local teacher
• the good features of Tommaso Zanzetta's hotels.
Views on proposed tourism development:
• the staff.
• woul d result in ca rs coming over Ll anberis Pass at th e rate
• the room·pricing policy.
of one every four seconds on a summer holiday weeken d
• his favou rite stay at a hotel.
• what he dislikes at a hotel. • would create havoc on the roads
• what he would like to see happen in the industry. • Welsh language and cu lture wou ld be seve rely affected
by the num ber of holidaymakers from England - al ready
Answer your partner's questions about Richard Williams.
difficult to keep the ancient language and culture of Wales
Speaking 2 (page 75) al ive
• this new housing estate w ill be used by people from the
11 STUDENT B
North of En gland as second homes
Student A will phone you to m ake a booking . Use the • they w ill be a separate community givi ng nothing to the
information from the brochure to answer his/ her queries. area
Make notes. • the 600 houses w ill be empty for most of the year
You have no single room accommodation free as from 12 July
but you can be flexi ble on pricing.
Make sure w hen tak ing any booking that
• you have the names of all the guests and th ei r
requi rements.
• you have a forwarding add ress and telephone number.

Maple Leaf Hotel

TIle Maple LeoIHolel is conveniently located jive minutes./rom Conventions and meetings
I.he L.B. Pearson International Airpor/. and downtown Toronto. Conference U-shape Size (sq.ft.l Rate lull day
Meeling rooms Theatre Classroom
TIle Maple Leaf overlooks CUI eighteen-hole go~f course.
Oelawarl! 100 55 40 40 1144 $200
Rates ] Peaks 45 25 20 20 572 $ 150
Single $95-$125 ICan adian) Weekend $75-$95
Double $ 11 5-$ 135 S uites From $265 Pinl! View 30 20 20 20 486 $ 120
Check- in 3 p.m.; check-oul 12 noon . Lecterns. flip charts. slide projectors , OHPs. white boards and
Group di scounts: see residential delegate rates below. stationery supplied at no extra charge. Audio-visual
All major credit cards accepted assistancc aVailable .
Room guarantee policy Daily delegate rate
First' night's d eposit is required to guarantee a room if Includes morning tee1. and coffee. hot and cold bullet. lunch .
arrival after 6 p.m. afternoon tea. main meeting room hire, $32 p er d elegatc.
Cancellation must b e made prior to 6 p.m. on a nival date to 24·hour residential delegate rate
receive a full refund . Includes above, plus thrcc·course table d ·h6tc cvenlng meal ,
overnight accommodation . full American breaklast.. S Il O per
Room facilities delegate single oceup.:mcy and $90 per delegate double
Color lV. in-room movies, DO telephones. mini-bar.
occupancy.
soundproofing. hairdryer, all rooms en suite . Clients must b e able to guarantee at least fifteen delegates per
Business Center day to be able to ben efit from th e daily or rcsidenLlal dt:legate
The Maple Leaf has a fully-equipped business cen ter wit h rates,
six private m eetin g rooms and three offices. offering its
Restaurant
guests a comprehensive range o f services. including 24- A la carte three-course menu from a pprox. $35 p er person.
hour faCSim ile a nd telex, photocopy ing. \vord processing.
e- mail , int.erpretation and trans lation.

113

H
;
j
 G) Things to Do
Speaking 2 (ptlgc N~)
11 STUDENT B
You are P. Frumkin, a modern hi storian from Boston
University. You are staying in London. You have hired a car
and come down to Portsmouth for the day together with
your nine-year-old daug hter, Caroline.
As a modern historian you are particularly interested in
sailing and maritime history. Caroline doesn't have a long
attention span and tends to get bored quite easily.
Ask the tourist information clerk if he/ she can suggest what
you can do for the day.
2 Now change roles. Student A is a tourist and you are a
tourist information clerk in Portsmouth. New Hampshire.
USA.
Read the leaflets. Note the important pOints. A tourist has
just walked through the door. Answer his/ her questions.

John Paul Jones House @UJ E LSIF'R AW BERY ~5TAURANT

Founded 1970, overio()kiflg Portsmouth's historical harbor,
Cuirled lOurx ot lilr, ilollsp. and lIlUSDUln by attendants
in period costume serves a (J-course, gourmet dinner by reserved seatillg,
Ruill. in 1.11(: mid-1 8th century
Home of Caplain .Ioh n PUll! .Jones for a time during tile America n 4
War of Independence
Now the home of ~\)rlsmouth Great Bay National Estuarine Research Reserve
Historica l !-iocif',l,y
comp rist:S 4,47 1 acres o f tidal waters
Open ,
48 miles of inland Atl;1nric bay.~
W(,ckday, 10.00 ani. - 4. 00 p.m.
Sunday 12.00 p.m. - 4.00 p.1TI Estuary habitat includes tidal creeks, w oodl.and s and open fi elds

E'Cpaima th~ natural fiuma dnd ftO rtl ofthe arM.

2 5

PORTSMOUTH H ARBOR CRUISES Whale Watch Expedition

Discova tbe Ri'L,t:f PisCIltd'llla 's heritage (md the All trips guided by naturalists.
adventure of sail aboard flu Pisces: Data collected is sent to New England
A. Inland River Cru ise marine research centers.
through a peaceful world of winding ri\'c[s and the expanse of
We have access to three whale zones.
Great Bay.
Humpback. fin. right, minke, sei whales, as
A great cruise for natll r,llists.
I n the fall, sec: an abundance of migr'ltory bird life. well as whitesided dolphins can be seen.
B. Evening C rui se
Enjoy a jaunt around the harhor for our version of H appy H our.
Or rcla..x w ith yO\][ favorite drink and take in sunset over the harbor. 6
C. Isle!<; of Shoals THE OAR HOUSE
Visit nine ,,\'ind~wcpt i"i;mds just si..x miles off-short:. r ruJitk>nuljQoJs. Illli(/u<'0' prcp'J{<·,r Loc,J/cJ on Porr;mouth'\ h istori c IHludront.
These islands have pbycd a vit,ll rok in the legcndary folklore of the
A}lll)(iIC u[\JoilH lowls, ,mJ a.flnJfm o
I'isiwrs. Tll is is a /ru tr relaxing ,qourl1Jcr
SC'lc()a~t. with <l histo ry sp3nning nC:lrly four ccnturies.
o r r:ric ncc in all armo>rhcrc uminiiant of days 90111: by.
114
 Groupwork/Pairwork B Texts

~ Marketing the Past

Speaking 2 (page 91)
14 GROUP B
You work as tour gu ides for Summer Tours of Switzerland. You have been asked to plan a
two-hour walk round Rapperswil . Read your information. Plan your route. Prepare your talk .
Give your talk to someone in Group A.

I. -r11e /.Je\fr'<W€J1Kare.lk.
Cc-etrj cYl<Lpel)
fle.to to the. chw"ch d "l;es
1. 13h. Cut,"'H Castle.·. ~ 1It-$q .
H"",e of lbIish Na/:ional M.. ,e""", '"
';'-0'" l$"to to 19'2.1.5,""" 1975 ~,
t;I-1ea. has Pee" 0. ~,.,,,,,,,,,t;
,,-,,"',~i,tjo,,-devo/;e.d I:n 1'olo...a<
,
CJ>I'\trib«bO>1 b> w.,ste¥l'l
civi LiSllC.Ol1 01\ the -I:opfloOV
of tioe. cQst/e.
3. (ApuGhil'l. _-"",,@l~~::i
.... Of'IQsW~
(1606) h'j bie
G1J, ior. i1o ,.,.
WIth se A"th:>"~'s
9~otto <UOd old
fo.-tifica/;tMS.
if. RP;e. G.....d""s:
IZappeY5wilJ coat oftJ.nHf
COo1SfSts of /;ovO vo5e!'.
frv .... ;Two€. i:P octob<w; a .
b WoF 6,000 (<6e buSke{ (;t.
-bloo .... -a VoS€. -blAsk -fb... .e.v"':f
~/e Iw"'3 1ft Rtl{!Pe¥'Swi!..

~ Business Travel
Sp,eaking 2 (page 99 )

STUDENT B
You work in the venues department of The Manor Hotel. You
receive a telephone call from Albatross Engineering. Using
the information below. answer the enquiry. Find out what
equipment the client requires . All equipment is provided free
of charge if you have prior notice.
U. SH \PE
2 You work for Tangerine Computers of New York. You are
interested in holding a three-day business seminar in the UK
for local businesses on the benefits of your new software
packages. You will be sending a team of eight senior
employees who will require accommodation for four nights.
TH E. J..T RE You expect there to be some thirty local people attending on
each of the three days. They will not require accommodation.

TJx Bijhop F orlo(/u RlY.iflj

c:J u DO
DO
I, ii Ring The Manor Hotel and find out what they can offer.
Will they provide OHPs, flip charts and so on? Do they have
a local area network you can demonstrate your software on?
15.9 x 8.5 m £ 150/da), 52 pcopl~ M palple 1.50 people
~

Tb~ B ri llflny R oom

6.4 x 7.3 III .051 day 30 32 ,, 50 I
Th~ Gumr"y Rt;,()/f/
--;
8.5 x 9.2 J11 llOO/day 42 42 i5 115
 Ta pescri pts
o Types of H oli day
Listening
6 Conversation 1
Travel consultant: Hello, can I help you?
Wo man: Urn .. well, yes perhaps. Last year we went
to ItiIly in December and stayed at a small, relatively
cheap hotel in Rome and it was very nice, and the
year before that we spent the New Year in the
Canary Islands, but this year - well , we're sort of
looking for something a bit more exciting and
adventurous - something that'll give the kids a treat
for Christmas
Travel cons ulta nt: Well, how about this , there's a
vcry reasonable and ~uccessfu l package put together
by ... (fade)
Conversation 2
Young man: Hello, we saw your notice in the
window and we'd like to find out a bit more about
what it includes.
Travel consultant: OK. What exactly is it you want
to know?
You ng woman: Er . well. we're getting married in
three months' time and we've decided we want to
go somewhere exotic - you know. the holiday of a
lifetime sort of thing, not just Benidorm or the
Algarve.
Travel consultant: Oh well. I think it's definitely Bali
for you. There's a speCial offer at the moment w ith
three extra nights free on the island of Lombok,
um ... which is about twenty minutes' flight off the
coast of Bali itself.
Young man: Lombok. I've never heard of that
Travel co nsultant: Well, that's one good reason for
going there. It's completely unspoi lt.
Yo ung man: And how much does it cost?
Travel consultant: Well, it's very competitive. Would
you like a brochure?
Conversation 3
Travel consultant: OK sir, I've booked you into a
three-star hotel and I' ll make out the flight ticket
now. So that's Alitalia flight number AZ1621 and
then there's a train connection to Florence. Right.
And how are you paying?
Man: American Exp ress.
Travel cons ultant: Fine. Can I have your card? Thank
you.
Man: Oh by the way, I'd like to hire a car and make
my own wayan to Perugia. Is t hat possible for you
to do from here?
Travel consultant: No problem, sir. What kind of car
do you reqUire?
Man: Oh, the most economical.
Conversation 4
Woman: And so could you tel l me w hat the price
includes?
Travel consultant: Well, the price is inclusive of air
travel, ten nights on the MV Kirov, full board and all
the excursions except the one on Day 2 which is
optional.
Woman: What's that exactly,
Travel consultant: Um I think that's a guided tour
round St Petersburg, just let me check in the
brochure. Yes, that's right.
Woman: Actually, on secor,d thoughts, I think it's a bit
expensive
Travel consultant: Well pOSSibly, but on the other
hand it is excellent value for money (pause) No?
Well, what about going ... (fade)
11 6
e A Career in Tourism Dr Garcia: Good question. We have now, in fact,
adopted a kind of common language - a set of
Lisren ing
definitions if you like - so that when various
3 1 I've been working in the local office of a
countries coHect statistics on tourism they are all
major travel agency group in the United States for
measuring the same thing. And so the WTO now
the last three years. I er ... I have to try t o find
classifies all travellers under various headings. The
corporate clients who will regularly use us when their
most important of these for statistical purposes is
personnel has to come f or a meeting or a conference
that of visitors. But obviously, for tourism purposes,
or a negotiation - something like that. It's a pretty
we don't count people such as temporary
competiti ve market because when a company is
immigrants, border work~rs, nomads and other
going through a bad patch t hen travel is often one
groups like diplomats, members of the armed forces
of the first things that gets cut. So we try to include
and people like that. And then v isitors are broken
a number of incentives, but of course that cuts our
down into two separate groups: tourists who are
own profit margins.
overnight visitors - that is, people w ho stay for at
2 I'm on a programme where every month or so I
least one night in some form of accommodation in
change departments, so I started off in the
the country they're visiting and same-day visitors
restaurant and then spent some time in the kitchen
who do not stay the night. For example passengers
and went into the reception and at the moment I'm
on a cruise stoppIng over in a port or people simply
working in one of the offices and learning
on a day trip.
accountancy and financial management, and then .
Interviewer: How long can tourists stay in a country
er ... at the end of that I hope I'll get a job in a
without ceasing to be a tourist and becoming a
position of responsibil ity either generally or in a
resident?
particular department.
Dr Garcia: Not m6re than a year. And the reason for
3 I basically have to be friendly to passengers,
the visit must be different from the kind of activity
make sure everyone is in the right seat, then show
he or she is usua lly employed in. So the purpose of
them the safety proce,jures and seNe drinks and a
the visit h as to be for leisure and recreation, for
snack. It's not easy to combine this job w ith a social
business and professional reasons, VFR .
life because I'm frequently away from home. This
Interviewer: VFR?
w eek we're stopping over in Dubai so we won't be
Dr Garcia: Yes, that is: visiting friends and relatives.
back tor another couple of days. But I enjoy the
Or perhaps people are travelling for health reasons
contact w ith people and we're part of a good team.
to a spa or somewhere like that or going on a
4 I have a checkl ist of points which I go over
pilgrimage to plact'S like Mecca, or Lourdes in the
beforehand to make sure that everything is ready. I
south of France.
check that the eqUipment is in the right place and in
Interviewer: OK, so we know what tourists and
working order, that all the catering has been looked
v isitors are, but we still haven't actually defined the
after, the hotel reservations have been made and
word tourism !
things like that. Then when people arrive I welcome
Dr Garcia: Well, I can give you the official definition
them and give them their badges and information
- it's the activities of persons travelling to, and
folders. Next w eek we're having a big do with about
staying in, places outside their normal environment
600 participants so ... (fade)
for not more than one consecutive year for purposes
5 I have to deal with the public and take their
such as leisure or business. And this definition can
bookings for flights, hotels, tours, car hire and that
be further subdiv ided so that we can distinguish
sort of thing. It's quite hard work and the basic
between the types of tourism. There's domestic
salary isn 't brilliant, but I get a performance-related
tourism, that's where the residents of a country
bonus and commission so I don't do too badly . I'm
travel within their national borders. And then there is
doing a training course at the moment because I'd
inbound tourism, that's w hen people who live in
like to specialise in incentive travel. In fact I have an
another country come to visit the country where you
interview next w eek
live. And finally outbound tourism w hich involves the
What I have to do is to plan ahead so that in two
residents of a particular country going abroad for
or three years' time we have another destination or
one of the reasons w hich J mentioned earlier.
resort to offer in the catalogue . This means that I
Interviewer: Right. so w e have domestic, inbound
have to vi~it and travel around t he region, contract
and outbound. And I suppose you can also ... (fade)
w ith hoteliers and service providers and so on.
Obviously, I have to deal with a lot of money Listenin g 2
matters and negotiate terms and conditions. At t he Sum mer hol iday by Cliff Richard
moment we're thinking of opening up a resort in We're all going on a summer hol iday
Albania. No more working for a week or two
Fun and laughter on our summer holiday
Speech work : \Vo r d st ress
No more worries for me or you
reliable sociable
For a week or tw o.
available suitable
We're going where the sun shines bright ly
e Trends in Tourism We're going where the sea is blue
W e've seen it in the movies
L i stening 1 Now let's see if it's true
3 Interviewer: Dr Alberto Garcia works for the
Everybody has a summer holiday
World Tourism Organisation in Madrid and has Doing things they always wanted to
come into the studio to talk to us about
So w e're going on a summer holiday
developments in the modern tourist industry. Dr To make our dreams come true
Garcia, how can we actually determine what a For me and you.
tourist is?

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. Singapore
began its existence, owes its existence actually, to
trading. It started off as a trading port, a harbour fo r
pirates actually, but more significantly when trading
developed between the east and the west, from
Ch ina, from India into Europe or intra-Asian travel,
then most of it wen t through Singapore. So
Singapore started as a trading nation bet ween the
Spice Islands and Europe. Now that naturally gave
birth to what we would caJi the tourism industry,
with inns, hostel keepers, restaurant; - well that's
how I think touri sm started. 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. Of course now, very few people - about
3.500 out of a t otal of abou t 225,000 - come by
sea. The vast majority fly directly into C hang; airport.
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- Australia
routes.
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, because 1965 was the year Singapore
gained its independence, arrivals into Singapore then
numbered 90,000 a year and the bulk of that travel
actually came, like we said, from the steamers and
ships coming through the port of Singapore. So,
from very humble beginnings since 1965 tourism has
taken off in a very big way and, if we t ake 1993 f or
example, we welcomed 6.4 million arri\lals from all
over the world,
Interviewer: These 6.4 million. about how long did
they stay?
Christopher Keon: Tne average leng th of stay is 3.8
days in Singapore and we from the Singapore Tourist
Au thority, believe that there is more to ~e and do in
Singapore and should justify it being a business
destination .
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. Holidaymakers account for well over 60
per cent, the rest of them would be visi ting friends
and relatives, in transit, on their way to other spots
in South-East Asia, or else going lor an educational
pu rpose. But the two main blocks would be holidays
60 per cent and business a little in excess of 15 pcr
cent.
Interviewer: And those holidaymakers - what do
they do in Singapore? W hat do you encourage them
t o do, to see?
Christopher Keoh: Well, we believe that Singapore is
an excellent introduction to Asia, speaking from a
European or non-Asian point of view . W e see
Singapore as the spri ngboard t o the rest of South-
East Asia, where they should come into Singapore
first to be acclimatised, to get used to the culture, to
explore a little bit of w hat the rest of Asia holds in
store for them.
Tap escripts
e Where People Go
l istening 1
Interviewer: Has twelve days really been enough t o
see Europe?
Penny: My son and Olivia - like most Americans -
4 Interviewer: Penny Goodman and her husband,
only had two weeks' vacation so there was no
Charles, with their son Harry, an advertising choice.
salesman in Los Angeles, and his wife Olivia, who is
Spcec h work 1: The schwa sound
from Maryland, are on the last day of the Tornado
6 again another monitor certificate
Tour. They have visi ted seven countries in r.... elve
internal culture manager salesman
days, a t otal d istance of 2,750 miles. This is their first
Switzerland Piccadilly Circus
trip t o Europe. I asked them w hat their impressions
Listening 2
were .
12 a of the six and a half mil lion visitors last
Interviewer: Can I ask a few questions?
year, about two thirds stayed in hotels
Penny: No problem .
b We're working on a thirteen point five
Interviewer: Have you honestly got to know the real
commission basis at the moment
Europe in twelve days?
c The revenue forecast for July at the fuJi rate
O l ivia: Of course not. Seven countries - 2,750 miles.
is £145,205 .
That's w hy our t our's called the Tornado Tour!
d "Could you please quote your booking
Interviewer: Isn't it ever an noying w hen you can't
numberr
get off the bus because you ab-solut ely have to sec
"Yes, it's AS stroke oh two one nine seven
Rome in two hours?
eight. "
Penny: Well, I would've kind of liked to stay longer
e Your flight number from Hong Kong to
at a couple of places. But it was the first time I've
Guilin is CZ th ree zero three two.
been to Europe and so this w as the right trip for me
I The rate of inflation has gone up by over 2
to get an impression 0/ Europe, just to whet my
per cen t, that is from 6 to 8.15 per cent.
appetite.
9 There' ll be seventeen extra guest s arriving
Interviewer: W here w ould you like to go back to if
on 30th July.
you had the chance to spend just another five
minu tes in Europe?
Harry: Pari s, the Trocadero by night.
O livia: Florence. To see M ichelangelo's David again .
o Travel Agents
List enin g 1
Charl es: Those castles. All those wonderful castles on 7 Call 1
the ri ver. Where was that now .. ? Agent 1: Yeah, w hat is it you want?
Penny: Germany - between Heidelberg and Bo nn. Caller 1: I'd like to speak to Monsieur Dupres,
Interviewer: How was the f ood? please.
Harry: Swiss chocolate . Fantaslic! I always get an Agent 1: Who did you say?
allergy from American chocolate. But in Switzerland I Call er 1: Monsieur Dupres in fina ncing?
could eat white chocolate for the first time in my life. Agent 1: He doesn't work here any more,
Nestle's Gala!<. That's one name j'lI never fo rget. Call 2
Penny: And you could eat cheese. Invieta Press: Hello, Invicta Press, can I help you?
Harry: That's right. I have this allergy to chemically- Agent 2: Good morning, this is Sunrise Tours. Can I
treated food. In LA you can spend hours trying to speak to Mrs Sharp, please, on extension 452?
find cheese or an apple tha t hasn' t been sprayed Invicta Press: Hold the line, I'm putting you thro ugh.
with something or other. It's great just to be able t o M rs Sharp: Hello, Mrs Sharp speaking.
go into a shop and not spend hours researching Call 3
what is in the apple, Caller 2: Helio, can you tell me what currency I' ll
Penny: And the herbs ... Have you ever had a pizza need to go to the Ukraine?
w ith fresh herbs? The difference is like night and day Agent 3: Yeah, hold the line please and I'll find out
Interviewer: Did you miss anything? for you.
Penny: Sure did, ice cubes. I can't understand how Caller 2: Yes . .. (noise of conversation in
you can serve a cola in the summer without ice background)
cubes Two minutes in the sun and the stuff is Agent 3: Hello, are you sti ll there?
cooking. Caller 2: Yes.
Interviewer: Did you go to a McDonald's here? Agent 3: It's the karbovanets.
Olivia: Once, in London. But we have McDonald's in Caller 2: The w hat?
the US too. We came to learn about European Agent 3: The karbovanet s.
culture, Caller 2: Never heard of itl
Interviewer: Did you pick up any souvenirs? Agent 3: Me neither! (more background noise)
Olivia: I picked up two outfits in Rome, Caller 2 : Well .,. er .. thank you,
Harry: For a mere 600 dollars! Agent 3: Jane l Stop it! Thank you, (hangs up)
Charles: Come 00, we've aU spent a fortune_ Call 4
Int erviewer: On what? Tour operator: Hello, reservations,
Penny: Oh, crystal in Venice, a cuckoo clock in Agen t 4: Could you check me something on an
Geneva, leather bags in Florence. Did I f orget invoice please?
anything? Tour operator: An invoice. I' ll put you through to the
Charles: Silver spoons from almost everywhere. accounts department.
Penny: Well, my " ·.om \': ill appreciate them. Agent 4: Well , er ... no it' s ., . (pause)
AnY'..'ay, I think it's good to go shopping even if you Accounts: Hello, Accounts .
don 't buy anything, It"s good to know what Agent 4: Sorry , but I didn·t want Accounts, could
everyone eke has got. Just to compare. you transfer m e back t o Reservations please?
117
 Accounts: To Reservations? No, I can't All their Jines
are engaged. You'd better call back later.
Call S
Agent 5: Funtours, can I help you?
Caller 3: Could I speak to Mr Poynter, please?
Agent 5: No, I'm sorry, he's in a meeting at the
moment.
caller 3: Sorry. r didn' t quite cak h that?
Agent 5: I s.ald he's in a meeting
Caller 3: Oh ... urn ... OK, urn. thank you.
(.111 6
Customer. Can you tell me how much that' ll be?
Agent 6: Yes, that's £375 plus a £5.50 sea-view
supplement and that's per person per night. so that
comes to £452 and another twice £38 flight
supplement charge.
Customer: Oh.
Speech wor k : Intonation In tag questi ons
11 a: You went f or two weeks last year, didn't you?
b: The 10.35 flight is fully booked, isn 't it?
c: You're returning alone, aren't you?
d: Your husband isn't going w ith you. is he?
e: There is a guided tour. isn·t there?
Practice 2
A: Good morn ing . Would you like some help or are
you just looking?
B: Good morning. Well. I was considering taking a
short skiing trip. You don·t happen to have any
bargain packages. do you?
A: Ah w ell. As it so happens. 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.
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. Could you
suggest where we can find good intermediate to
advanced ski runs?
A: Mm. well ... 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. Both leave this
Saturday. That's not too short not ice, is it?
B: No. that's f ine. Um, my partner prefers
Switzerland so I guess I'll take that one. Er. could you
teU me which airport t he f light leaves from?
A: Yes. Gatwick.
B: And the plane comes back to Gatwick, does it?
A: That's right.
B: Fine.
A: Right. well, let me take a few particulars. Could
you tell me what your name is?
B: Yes. Bogdan Kominowski.
A: Um .. yes .. . er, would you mind spelling that for
me?
Listening: 1
15 Travel agent Good morning. In tourist, can I help
you?
M r Maughan: Hello, er yes. can I speak to Natasha.
please?
Travel agent: Er. 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.
Travel agent: OK . could you hold o n please? I'll put
you through to her desk.
Mr Maughan: Thank you.
Natasha: Hello.
M r Maughan: Is that Natasha?
11 8
Natasha: Speaking.
M r Maughan: Urn. I visited your agency last week
and we talked about the tours you organise in the
Ukraine. You said I should get in touch with you if I'd
made up my mind.
Natasha: Oh yes. I rem ember. Have you decided
where you'd like to go?
M r Maughan: Yes. I'd like to make a booking if that's
OK.
Natasha: Fine. I'll just get a booking form. Hold the
line .. . Right. Could you tett me which t ou r you've
decided on?
M r Maughan: The one - sorry, I haven·t got the
reference with me - the ten -day one to Moscow via
Odessa. We f ly from Gatwick.
Natasha: OK. ,.U look up the reference number later.
Can you tell me what d ate you want to leave on?
M r Maughan: The thirteenth of July.
Natasha: Fine. So would you mind gi...ing me your
name. please?
M r Maughan: It's f or me and my w ife - Mr and Mrs
Maughan .
Natasha: How is that spelt?
M r Maug han: M - A - U -G - H -A -N.
Natasha: And please could I have your first names?
M r Maug han: linda and Ke...in.
Natasha: Is that linda with an i or a y?
M r Maughan:An i.lt's l - I - N - 0 - A.
Natasha: Thank you. a nd I·tt need your home
address.
Mr M aughan: Certainly. That' s 41. Swynford Hill .
Temple Fortune. London NW11 7PN.
Natasha: 41. I'm sorry. could you please spell
Swynford fo r me?
M r Maughan: Of cou rse. S-W-Y-N-F-O- R-D . Then
Hill, Temple Fortune . London NW11 7PN.
Natasha: And t he t elephone number?
Mr Maughan: 01813924535.
Natasha: And do you have a number at work?
Mr Maughan: Yes. 017 1 2740083. extension 32.
Natasha: Thanks. And are you both British?
Mr Maughan: I am. my wife has an Irish passport.
Natasha: Right. 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.
Temple Fortune. London NW11 7BN.
M r Maughan: Sorry. eQuid yOU repeat that?
Natasha: Mr Kevin M .
M r Maughan: No. the last bit of the postcode. Did
you say P or 81
Natasha: B. B for Bravo
Mr Maughan: No. it's P for ... for er ... Peter.
Natasha: Sorry. thanks. So it's London NW11 7PN.
Telephone number 0181 3924535 and at work
0171 2740083 . extension 32 . Departure date 13th
July . Now. there's the i nsurance which is ... er . .. is
compulsory on this kind of tour. Would you like to
make your own arrangements or would you rather
take out the standard insurance policy?
M r Maughan: Oh ... I guess the standard one. It
saves a lot of trouble.
Natasha: Yes. OK well the insurance prem ium is-
wai t a minute 1'/1 look in the brochure ... urn (reads
to herself). It's for ten days. isn·t it? "Up to eight
days, £19. Nine to twelve days £22 per person".
Right. so that's £21 per person. A nd .. um ... you'lI
need a v isa as w ell.
Mr Maughan: OK. um ... do you know how much
that costs?
Nat asha: Yes. that will be an additional £1 7 per
person. Shalt I look after that or would you prefer to
get it yoursel f?
M r Maughan: No. no. you do itl I haven·t got timel
Natasha: Right. 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. so if you bri ng those in the next time you
drop in I'U send everything off with the con f irmation.
M r Maughan: OK.
Natasha: And j'lI also need your deposit w hich is
£100 a head.
M r Maughan: Right. welt I'll drop by at the
beginning of next week and make you out a cheque
then.
Natas ha: Good. thank you for calling. G~dbye.
o Tour Operators
Listen i ng
5 Maria: OK. 'eI's get down to bUSiness. shalt we?
You know the situation. don·t you? We've been
approached by Sky Air who have some spare
capacity on their transatlantic 767s and they· ... e
asked us if we're interested in chartering aircraft to
Cuba. 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. Now David.
what about you. w hat's the position eKactly with Sky
Air now?
David: Welt. they· ...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. So we've got 270
seats at approximately £250 each for twenty -fi ve
weeks in rotation. And I'm told by the marketing
people that we'lI probably be working on load
factors of about 80 per cent - so we should be doing
OK.
Maria: Right. that's good news. Shirl ey. 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 ... um ... transport
charges for local tours and other things like ... urn .
the salaries of local reps and so on. I think £550 for
two weeks is about right.
M aria: OK. and after taXing into account
commission. transport and salaries. what profit
margin does that leave us?
Shirl ey: Eight per cent. It's low I know. but even just
£5 o r £10 will persuade people to go elsewhere. But
I do think we'lI be able to sell more local tours. I'm
told that there's likely to be a 15 per cent take-up on
the tour to Havana. which is very encouraging. 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.
Mari a: Good. And wh at about the brochure?
Richard ?
Richard : Well. 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. 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. we're having this brochure printed by
a different f irm and we have to meet a deadline for
1st September so. if all goes according to plan, the
brochure should be published in October

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 - it runs from the
very upmarket - people who will spend £5,000 for a
week. fly here by Concorde and. you know, stay in
Sandy Lane which is probably one of the best hotels
on th e island - it's on the west coast which is th e
most prestigious - all the way through to the budget
end of th e market; now you can get some pretty
good deals - a lot of the hotels on the south coast
do special packages, so we really target the w hole
range, but in terms of w hat this office does, this
office will really try to pinpoint the upper end
because Barbados is an aspirational island, if we
advertise or target in our PR the top end it'll bring
the rest with them.
Interviewer: Yes.
Ann Trevor: ... and that's our strategy.
Interviewer: Could you e)(plai n w hat you do at
International Trade Fairs - 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, the big one in
Germany that' s just happened, the ... um . . the ITB,
we go to that one . It's really to establish - o ur main
objective is to establish and keep our name in front
of the trade - and these shows are very t rad e-
orientated - and at t hese e)(hibitions you can't do
too m uch else, there's no point in setting up a series
of meetings because everybody gets delayed,
everybody gets very busy so it really is a PR exercise
to let people know that Barbados is stil l there, still on
the map, and it'S still an island they can send their
clients t o. And obviously we give out information
and we have ground tour operators and hoteliers
wi th us. If any of th e trade wants t o as.k a specific
question about a hotel, w ho better to have it from
than the mouth of the actual owner, 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 , either in th e
Caribbean or long-haul . There are certain tou r
oper<1tors w ho deal wi th honeymoons, certain tour
oper<lt~rs w ho deal with just the very, very exclusive
upmarket areas - so we can target them pretty
closely to promot ions. 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. but if it's
not worthwhile we would n't do it anyway.
Interviewer: How would you go about settin g up a
new area or destination?
A nn Trevor: Well ... I can use Almond Beach V illage
as an example of that. They've just lau nched a new
hotel and had a press launch and some of our staff
took part, and they'll be making a num ber of
marketing efforts and sales calls t o help them on, but
they're actually putting their own people on the
road. Anywhere w e go obviously we' ll promote it
and our sales team is out three times a week actually
selling Barbados - if th ere's something specific that
needs pushing th en we w ill push .
Listening 2
Helen l ee: Good mo rning everyone. 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. It's a fifteen -day tour which covers the main
tourist spots and also goes down to Hong Kong as
well, so it gives you a good introduction to China if
you've never been there before.
Easter's quite a good time t o go; the weather's
getting a bit warmer then i n t he north of China. It'll
be quite pleasant in the south . . but really the best
times to go are May to June and then in th e autumn,
but obviously they're th e t imes w hen ther e are going
to be more people around . But we start our tours
going just before Easter.
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, the Summer Palace up in th e
wes t of the city, the Temple of Heaven , and just time
to stroll around , have a loo k at the streets, go
sho pping, and so on .
You'll have the experience of two guides w ith
you, a national guide who'll stay with you all the
way through the tour and a local Chinese guide-
both trained, English-speaking guides so you' ll have
the benef it of their knowledge.
And then f ro m Beijing we go by coach to a
smaller city in the north ca Jled Chengde w hich is - or
rath er was - the summer resort of the Emperors and
th ere's a pretty park there and we v isit three
temples. One of them is very reminiscen t of th e
Potola Palace in lhasa. And on the way there we
stop at a certain part of the Wall called Jinshanling
a picnic on
and have the Wall - it's slightly quieter
than th e other places on the W all which tend to be
packed with tourists, so this is nicer.
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,
and w e lunch at the Warriors and go on t o the
Banpo Neolithic Vi1lage, th e Huaquing Hot Springs
and other sightseeing spots.
Then we go down to Shanghai for one night,
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, so it's quite an interesting place.
And irs famous for its gard ens so we go there too to
see the gardens. And there'll be a visit to a silk
factory as well.
And then go back to Shanghai, another night
th ere, and the following day go down t o Guilin
w hich is a very well - known city - more in the
countryside than other places you'll be visiting ... for
its river, t he Lijang River, and its magnificen t
limestone formations along the river bank . 50 there'll
be 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, flowers and plants and herbal
medicines, and then bad: up to Guilin afterwards.
There's also an optional excursion you can take in
the ev ening to see cormorant fish e-rmen at work -
they have rafts and they have thei r own private
cormorant and the Dirds drve dO'.o,'O and bring the
fish up to the wrfa-ce and rt's quite f ascinating to see
that.
O K, are thefe any questions so far?
Travel agent: Yes. .....hen do \ \e g et to SO to Hong
Tapescripts
Kong?
Helen l ee: W ell, we're flying th ere the follow ing day
- it o nly takes an hou r. Your guide w ill actually leave
you in Guilin, and in Hong Kong you' re baSically left
to do your own thing - there's no sightseeing
included. You'll be staying at the Metropole Hotel
w hich belongs to our group and you can book onlo
tours there. An d th en the final day, we fly back
Cathay Pacific So, by t he end of the t our, hopefully
you'll have learnt a lot about China.
(!) Responsible Tourism
Listening
6 Interviewer: I know you're very concerned about
environmental issues at O verland Encounter, but, in
practical terms, 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, I think you have to get
involved in w h at we call '·Iow impact tourism". You
can 't deprive people of their interest in wanting to
travel. 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. That means, for example, making
sure that, on an adventure holiday , no detergents
are used in springs or streams and that no rubbish is
left behind after camps. It means, if you're visiting a
protected area like th e Antarctic, that people must
respect the ru les and not damage fragile plants or go
too near the penguins. 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 .
Interviewer: Do you think that many people w ill in
fa ct not listen and will just ignore whatever
guidelines you give them?
Michael l eech: Perhaps, 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. Thirty on a safari is an
absolute maxi mum.
Interviewer: A re operators now putting things back
into the environment instead of just taking from it?
Michael leech : Very m uch so. There are schemes to
protect wil dlife habitats in Kenya and Tanzania, to
save the rhin o, veterinary programmes and so on .
People now go o n holiday t o restore ancient
monuments or clean up beaches. Things have
changed and the model of Mediterranean to urism of
high-rise concrete, sun, sea, sand and sex is not the
one most people now want. And another thing, in
some places th e enviro nment ;s tourism and national
parks have been created by it. W ithou t tourism , the
animals w ould have gone . I think th e environment is
strengthened by sensjt ive tourism - look at th e
preservation of the gorillas, for example. And you
never know , t ourism might !>ave the tropical
rainforest in a place like Madagascar. I think most
cou ntries go through several phases in their tourism
developmen t and hopefully, in the best scenario, th e
local people not only share the income and foreign
exchange gen erated by tourism but also use the
amenities.
GTransport
Listening 1
2 Travel consultant: Good morning. Can I help
you? (Susan: Yes, I ... J Oh sorry, I did n't re<:ognise
you . You came in t he other day about a trip to the
119
 States, didn't you?
Susan: That's righ t and . .. er ... 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.
Travel consultant: Good. Do you still plan to start off
in New ,(ork and come back via San Francisco?
Susan: Er ... yes. l ast time you mentioned
something about an open-jaw ticket. Could you tell
me what ... 7
Travel consultant: Oh, an open-jaw ... yeah, you' ll
fly out from Heathrow to Newark International and
come back to London from San Francisco. That
means you pay haff the return fares on both routes
added together.
Susan: And do I get my studen t discounts on those
flights?
Travel consultant: Yes, no problem.
Susan : OK. So I'll set off on 1st September and fly to
Newark, and return on the 21st from San Francisco.
Travel consullant: Fine. Do you need
accommodation in New York?
Susan; No, thanks. My uncle will be picking me up
from the airport and putting me up f or a few days in
Manhattan. I was thinking of visiting Ellis Island and
of course the Empire State Building and .. I guess
it's pretty easy to travel around New York.
Travel consultant Well, there are guided tours of
the city but you can get around quite eaSily on the
subway, and if you want to look around Ellis Island
and liberty Island there are regular ferries. Vou don·t
need to t ake the guided tours if you want to go
around on your own.
Susan; Righ t. And. um .. about my trip to
Niagara . I've looked at what's available and I've
decided to take the Grayline one-day tour.
Travel cons ultant: Um ... yes, it's a bit pricey you
know. Are you sure your budget w ill run to that?
Susan: Urn ... well I know it's expensive but, well,
I've been saving up for this and I rea lly don't want to
miss out on seeing the Niagara Falls.
Travel consultant: OK. fine. Well that's $290 and for
that you have to pay in advance . Er ... they pick you
up at the Sheraton and you go by coach to Newark
International Airport, fly to Buffalo and then on to
the Niagara Falls by coach. There's a guided boat
tour and then you drive over to the Canadian side,
then back to Buffalo and the plane to New York, to
arrive back at about 6.30 p.m.
Susan: Right. and the next day I was planning to go
to Washington.
T,av~ 1 consultant: By Gr~yhound bus or by rail?
Susan: Well, I was told that the bus can be
dangerous for young women travelling alone so I
thought ... well .. could you get me an Amtrak
fifteen -day travel pass?
Travel consultant: Sure. But I need to know your
times and rou tes before 1can book everything.
Susan: Right, so on the 5th I'U take the day trip to
Niagara and on the 6th l 'U take the train to
Washington .. spend some time there before going
on to Las Vegas . And then on the.
Travel con sultant: Hang on a m inute . Here we are,
New York to Washington on the Capitol ltd.
Susan: Sorry?
Travel consultant: The Capitol Ltd. All Amtrak trains
have names. So that leaves at 07. 23 and arriv~s at
11 .05 on 6th September.
120
Susan: Fine.
Travel consultant: And then your best route would
be to tak~ the Capitol ltd. on to Chicago and then
get on the Desert Wind for las Vegas. The only
problem is that you'll have to hang around in
Chicago for a f ew hours.
Susan: Well, that doesn' t matter.
Trav~ 1 consultant: So if you took the 16.40 from
Washington on the 7th you'd arrive in Chicago at
09.10 on the moming of the 8th and have until
15.05 to have a look around Chicago.
Susan: O K.
Trav~1 consultant: So I'll book you on the Desert
W ind to las Vegas via Denver and Salt l ake City,
arriving in Las Vegas at 07.45 on the morning of the
10th.
Susan: Then (want to leave l as Vegas on the 12th
for los Angeles. I'll want to spend a few days there .
Travel consultant: OK, so that's the Desert Wind
again for Los A ngeles.
Susan: And then I'll need to reserve a seat from LA
to San Francisco on the 17th.
Travel consultant: Will you be wanting
accommodation in las Vegas or Los Angeles?
Susan: No, I real Jy need to cut down on costs so
hoping to be able to look up some old friends and
ask them if t hey can put me up.
Travel consultant: OK. So we'll book those trains for
you, the excursion to Niagara and of course the
international flights. I'll draw up the itinerary for you,
make a note of the check-in times for the fl ig hts and
so on and make out the tickets for you.
Susan: Great. And j ust one more thing. While I'm in
los Angeles I want t o be able to see Disneyland,
Hollywood. and so on and so I'd like to hire a car
wh ile I'm there. Can I do this through you?
Travel consultan t: Yes, I've got a brochure here in
f act. You have a choice of ... (fade)
Listen ing 2
6 a The next stop will be Terminal Two.
b Would all foot passengers please proceed to the
disembarkation point on B deck.
c Mind the doors!
d Would Mr Vince Chu ng, a pa~senger on British
Airways flight BA 755 to Hong Kong, pleas~ go to
th~ Flight Information Desk?
e The train arriving on platform four is the 10.13
for London Victoria, stopping at Rochester, Chatham
and Bromley South.
f UK 700 to Edinburgh. Passengers are advised
pre-flight ch ~cks are being carried out. Departure
will be delayed for approximately half an hour.
g In the unlikely event of an emergency, all
passengers should proceed to the n ~a rest muster
station w here a member of crew w ill issue everyone
with a lifejacket.
h Good morning, passengers. Caplain Nolan and
his crew would like to welcome you on board this
airbus number 820 to Hamburg.
i Would Miss Andreas please report to the Purser's
Office next to the duty free?
Good morning, lad ies and gentlemen. The maitre
d'hatel will be coming to your compartment in a fe w
minutes' time to t ake orders for brunch.
k We regret to announce that there is an industrial
dispute on the Italian rail ways, therefore the transfer
between tnnsbruck and Venice will be by C0<1ch .
I We'll be flying over the Atlantic at thirty-five
thousand feet.
m Ladies and gentlemen, as we drive round the
corner, here in the main squa r~, if you look to your
right you can see the famous l eaning Tower.
n Passengers are advised not to leave their luggage
unattended .
o We're now approachi ng Pigeon Point, Tobago,
where passengers can disembark.
~Customer Relations
List eni ng
5 Melani e: Well, it was three or four years ago
when the boys were still very young. Oliver - that's
our youngest - was only three and a half. Anyway,
we'd arrived at Heathrow in good time for our
scheduled flight for Dallas, only to find th~t they
weren·t willing to give us our seat numbers. Instead
we were told to wait on one side. Well, quite a
queue was developing - middle-aged couples,
students, families like us, and then, as the time of the
flight approached, a couple of staff in suits appeared
and eyed us all up and down. It was very unpleasant
really. And t hen we were addressed by the older, I
suppose the senior, member of staff w ho apologised
for our delay and explained that they'd overbooked
I'm on economy class and that they were doing all they
could to make sure that we'd be giv~n seats on this
fl ight - or another.
Friend; With the stress on another!
Melanie: Well, we didn' t know that at the time.
Needless to say, the boys were getting a bit
impatient and w anted to get on the plane, but then
after a w hile some people started to be singled out
and disappeared towards passport control wi th
relieved expressions. Eventually we were left
standing there on our own! My husband was getting
more and more impatient but then an officious-
looking lady came up to us with new tickets. 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. The
plane would leave in two hours and, instead of flying
direct to Dallas. would take us to Houston. There
we'd be met at the airport and taken to a good hotel
- a luxury hotel, they said - for the night and then
shuttled back to the airport the next morning for the
connecting flight to Dallas.
Friend: What did you think about thaP I don't
suppose you were all that pleased.
Melanie: Pleased - we were furious, but there was
v~ry littfe we could do. Anyway, w hen w e did arrive
in Housto n, late that night no one was there to
meet us, no one knew why we w~re there, nor
anything abou t a hotel and connecting flight. So,
after several very angry telephone calls to the
airline's Dallas office, we were final ly booked into a
very shabby downtown motel and told that a taxi
would pick us up at seven next morning.
Friend: And that was the end of it?
Melanie: No, it wasn't. When we got home I wrote
a letter to the airline and in fact they refunded most
of the fare.
Friend: So you ellded up with a cheap holiday!
M elanie: Cheaper perhaps, bu t it was a catas trophic
start and nearly ruined it comple tely. But one thing-
it taught us a lesson
Fri end : W hat's that?
Melanie: To kick up a fuss. The same thing nearly
happened again, not in London this time but in San
Francisco. This time we weren't on hol iday, we were

on business. So we w ere looking pretty smart, not
like your usual holidaymakers but more like VIPs.
Anyway, same thing, kept hanging around, told to
wait in line and this time we complained - boy did
we complain, we would never tra vel w ith the airline
again, we wanted compensation, etc. And so we
were asked if we wouldn't mind travelling club
class.
Fri end: Mm .
Melanie: And we said - not dub dass - first class.
Friend: And they let you?
Melanie: They sure did. 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.
Apparently a lot of tra vellers don't show up and the
airline stands to lose money . So they overbook their
seat allocations. But in the summer, most people do
show up so they have problems. So w hen it happens
the y watch check-in. And if they th ink some people
look as if they w ill make a fuss they get preferen tial
treatment.
Friend: So it pays to be aggressive
Melan ie: Yeah, we[I, not so much aggressive as
assertive , polite - and well -dressed.
4DHotel Facilities
Listening
9 Section 1
Interviewer: How do you actually cost the rooms in
your hotel?
Nick Patterson: Well, we have the commercial sector
and t he leisure sector. Wi thin the commercial sector
then> are vario us subsections - there are those that
come in and will pay the published ta.riff, the rack
ta.riff and there are no discount5 involved. There are
those people who, because they say ·'we've got 100
people a week in the area who w ill stay wi th you for,
say, forty-eight weeks a year" , they w ill come in and
negotiate a price - a corporate rate and most
hotefiers will try to hold that to a 10 per cent
discount, but dearly, depending upon the
importance of the contract to the hotel , 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<.': h,1II1" a confNC'ncc rate and
there's a standard retail tr.wel agency rate, because
sometimes the retail agent w ill book direct - w e're
giving them a straight 10 per cent and we subdivide
that into special schemes as well . um ... because
someone might come along and say " if you wish I
can take 20 per cent of your total occupancy every
night, can I have a special deal?'" But as. a hotel
manager I have to be careful because I might say to
my boss, "I' m full," and he might say , "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, 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 - say 5,000 rooms for this
summer - and they' lf bargain very hard w ith the
hotelier who will have to work out his own break-
even point and decide w hether there is enoug:h
demand for his rooms to hold out for a bigger price.
It' s the Llsual situation - if there are six wholesalers
from Germany, Scandinavia, Britain and so on
compe ting for this same block of rooms then the
overseas hotelier can hold out for a higher price - 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,1l1y fill ed?
Nick Patterson: Thal's right.
Section 3
Nick Patterson: But the fore ign travel agents sending
visitors to London and the UK rarely, very rarely.
contract in the same way. In other words, we will
agree to hold a block of rooms and give the forei gn
agent, say, thirty every night. but normally there is a
cancellation or release date so you w ill sell your thirty
rooms. 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, and we will know they still
have twenty-six to sell. But three weeks out or four
weeks out - and that's subject to negotiation - I will
cancel the rooms that he has not sold and he will be
under no obligation to pay for those rooms. And
that's a totally different way of contracting than the
other way round, where, if you took thirty rooms,
you 'd have to pay for the whole lot whether you'd
filled them or not.
Section 4
Nick Patterson: So you see incoming tour operators
to Britain have a much easier deal.
Interviewer: W hy is that?
Nick Patterson: Well, that's just the way it has
developed. But there's another trick of the trade in
Britain because we w ill then overbook; so if I've got
100 rooms to sell 1' [1 give each agent fi fty a night
because I know they won't fil [ them. But, I mean
some operators arc so small that they only have a
freesale facility for h....o or four or six, 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 ,
and so they can sell them withou t reference to the
hotel and simply post· notify us that Mr and Mrs
Gonzales are coming. 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, into ot her segments, so we allocate some
rooms on a freesa.le basis to the in-corning tour
operators but re tc!n rooms for our rack- paying
bu>.:ness sector, o ther rooms for the 10 per ccnt
business p....o4Op!e. the 15 per cent discount people, the
conferenc!' 2..Ilocat ion, and the weekend traffic for
short bee ::.'- plOgE mmes, and so on . YOLI real ly have
to inv"'"'It ~'.2.Y5 of b2.tc.ncing all the baJis in the air at
the xme tiJn,:.
G Selecting Locations
Li s.tening 1
2 Kelly: HeIo. CE.:J""l I·~ao(h.:(e myself? My name's
KeUy COO!J6" 00- nunL Toms in Sydney.
ludw ig: p~ to -eoe: )0 _ . I'm ludwig Szeiler.
Aun~ TO"'_'"'"5. 'f"L ~?
Kelly: TI--.:.:'"s - 5:. .... ooc ~ .s -.to the possibility of
t.alcir:g A_-s:r~ ::-r.--e..e~ zo J.'..ie:.-'"Sic. for tropical
b.re .:..~ <=...-....:: e- ,,:. ..:::_--3: -: --:ere kloks very
.a':tr2d... 'se-: J:"- -Z."!:-.2. r::2...::r.e: .2..:.0 .rt TlOman
1~.1,·. -:?2 '!S - --.z..- St:2....-:.!-
l udwig: : ·s.£::-= ~ e~ ::-::.25": Cl ~ '.\2EySla,
fG,-t~ - 7'~ - ~-=-C2.. - ;3 = =e ::x2::-~
Ta pescr;pts
Kelly: And how do you get there7
LudW ig: Well, 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, and that leaves every day from the
Singapore World Trade Centre. That takes about
four and a halt hours. O t herwise we do ten flights a
day on nineteen-seater biplanes belonging to BefJaya
Air from Singapore
Kelly: Oh, so you' re part of the Berjaya group?
ludwig: That's right. It's Malaysian-owned and
based in Kuala Lumpur. And we also have hotels in
o ther part~ of Malaysia 'lnd Sri Lanka, Mauritius, and
t he Seychelles.
Kelly: And what exactly do you have on offer?
ludwig: Wel l, if you look in the brochure here, the
hotel complex consists of basic<llly chalet
accommodation . There are 480 double rooms, and
about a third of these have an extra bed and so we
can accommodate about 1 ,000 people at anyone
time . And each chalet gives onto a cOllrtY<Hd which
is named after a flower. We try to keep the gardens
beautiful because if people corne to a tropi,,).1
dC'Stination we reckon irs because they w ant t o see
colour and variety. And in the resort itself we have a
lot of activities like scuba-d iving and snorkelling.
golf, swimming, horse riding. jungle trekking and live
entertainment in the evenings.
Kelly: It looks a very attractive site. And wha t are the
rooms like?
Lud w ig: They're all very luxurious wi th private
shower and a hair dryer, a telephone, colour TV and
- what else? - oh yes, a mini bar.
Kelly: Looks good. I'll have a word w ith our Ch ief
Executive, I th ink she'll be interest ed. And. urn.
how is business going at the moment?
ludwig: Well, at present we·re doing vcry well but
w e're always trying to improve. At the moment
we' re putting in mooker rooms, a badminton and
volleyball court and a karaoke lounge. A nd we're
offering special deals for retired people.
Kelly: I sec. That sounds interesting. Can I give you
my card - and your name again is?
Ludwig: ludwig Szeiler. Let me give you my card
Ke lly: Th<lnk you. So I'll tell our Ch ief Executive that
I've spoken to you, .. (fade)
List ening 2
12 Speal<er 1: So, as you can sec from the
documents in your folders, ladi(;s and gentlemen, the
first part of the report deals wi th the siting of the
proposed development. The obvious candidate is the
Docklands area to the east of London . ThNC ilfe t wo
main reasons for this. First is the fact th.1t there has
been a shortage of suitable sites in London, and the
Docklands development represents a unique
opportunity for expansion. Secondly, many hotels in
the city centre - that is the area known as the West
End - have been upgrad ing recently and have
become correspondingly more expensive. As the
demand for hot el accommodation has increased
there has been a shortfall in supply of more price-
conscious, three-star accommodation, and th is is the
sector we recommend you should invest in.
Thirdly. this area of london represents a uniq ue
investment opportunity. 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. And with the
City so close it's also the main business area and
121
 particularly well served by l ondon City Airport to
which about 80 per cent of passengers are inbound.
And communications with the rest o f London are
good w ith the Docklands Ught Rail way and the
Th<1mes River Bus. Hopefully. we'll also see the
completion of the London Dome Project, w hich will
be a major venue for sports events, concerts,
conferences and so on.
Speaker 2: Have you been able to identify a suitable
sil e?
Speaker 1: Yes, we've made enquiries with a number
of agents and we've earmarked a sit e in the Port East
development - this is on the North Quay of the
West India Dock and we' ll be visiting it this
afternoon.
Speaker 3: Fine. So this is described in section 1, is it?
Speaker 1: Yes, and well, 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 .. should have private bathroom and shower,
colour TV, in-house video films, direct dial telephone
and so on. And we think that , because there's
bound to be some noise from road traffiC, the rooms
should be sound-proofed.
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. So you
would be well advised to use the con ference and
banqueting facilities as an additional breakfast room,
or give tour groups continental breakfast as room
service.
Speaker 3: W hat about the location of the
restaurant?
Speaker 1: well, it should reall y look out onto the
ri ver to maximise its appeal for both residents and
non- residents. The same goes for the bar and lounge
area. It would be a shame if they didn't. Um .. other
things we deal wi th are, section 2.3, the conference
room w hich should be really for quite small events,
say a maximum of ninety to 100 people.
Speaker 2: Why so small?
Speaker 1: Because most of the office sites have
planned their own in -house conference and meeting
facilities and, as we said before, there w ill be
conference centres in the area. 2.4 d eals with the
health and fi tness d ub and possibly a swimming
pool, which is actually very important because if you
have club membership it could well be of
considerable appeal, not on ly to g UESts but to office
workers and local residents. This could generate
quite a substantial additional revenue for the hotel.
And another thing we feel is important is the
provision o f a car park for about 100 cars - possibly
wi th some kind of security system - and also space
for half a dozen coaches for the tour group business.
Speaker 2: OK, so that perhaps brings us to the
anticipated demand for the hotel. What would be
the mix of guests?
Speaker 1: George, that's your speciality.
Speaker 4: Yes, well, 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,
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. But, from our contacts with both tour
operators and business houses, it would seem that,
given that Docklands is a secondary location, it
would be more price sensitive than the West End
122
and could therefore attract tour groups for whom
the centre of London is too expensive.
e Things To Do
L i stening
10 Tourist: Hello ... um ... do you speak English?
Inform ation officer: Yes, how can J help you?
Tourist Well. we've just arrived and we're planning
on staying three or four days, 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 .
Information officer: OK, wel l if you're looking for
relatively cheap accommodation you could try the
Locanda Silva w hich, if you look at the map, is here
on the Calle del Forno. It's a kind of bed and
breakfast and costs 60,000 lire a night. It's an
extremely popular place to stay.
Touri st: Uhuh ... and do all the rooms have a
bathroom?
Information officer: Um .. . no, so if you want a
better class of hotel then you might like to look at
the San Giorgio w hich costs 110,000 lire. 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.
Tourist: Well, that sounds quite good. W here is it?
Information officer. Tha t one's here on the Calle
della M andala.
Tourist: OK, we'll try there. Could you tell us a bit
about the water taxis?
Information officer: If I were you I'd forget about
the speedboat taxis bec.ause they're horrendously
expensive - it's best to stick to the vaporetti, the
water buses. If you get a tourist pass you can use
them as often as you like.
Tourist: How much is it?
Inform ation officer: I'm sorry, I can't tell you
offhand, it depends on the number of days - but
they're pretty reasonable.
Tourist: Right. What about things to do?
Inform ation offi cer: Well , you can't miss the Piazza
San Marco and the Palazzo Ducale - er, the Doge's
Palace, w hich is absolutely amazing. And there's the
Ponte dei Sospiri - the Bridge of Sighs - and the
Ponte di Rialto. 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. There's one here in English
w hich is very useful.
Tourist: O K. And w hat about places to eat? Can you
recommend an especiall y good restaurant?
Inform ation officer: Yes, there's the Ponte Vecchio
w hich is highly recommended. That's here on the
Pescheria di Rialt o. Or you could go to AI Mascaron
on Calle lunga Santa Maria Formosa. Try the
spaghetti with lobster - it's absolutely out-of-this·
world.
Tourist: Right. well- thank you very much for your
help.
Information officer: You're very welcome.
~ Marketing the Past
Li stening 1
J Interviewer: Could you tell us a little bit about
the reconstruction of the museum here?
Expert: Yes, the Neues M useum was built in 1850
and was a very odd mixture of architectural styles.
Then, of cou rre, it was bombed in the second worfd
war and left as a monumental ruin. Art historians
don·t think of it as the best piece of architecture in
Berlin, but it is an interesting earl y example of an
ironwork construction. But aesthetically it's a
problem. 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, or we
reconstruct it as it used to be. It's funn y that the
avant-garde, the kind of modernist viewpoint is very
much with the archaeologists - art historians tend to
defend the reconstruction of the destroyed
architectural heritage.
Intervi ewer: And w hat do you think?
Expert: Personally, I think if architects had 'always
concentrated on reconstructing the past we would
still be building pyramids. 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 - it's much more constructive and
creative and interes ting.
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, and especially the ci tizens of Berlin,
a permanent impetus to come back again and again.
I don't like museums w here you show thousands and
thousands of objects. The average visitor is unable to
make a choice. to distinguish between what is
important and not so important.
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, those coming to
the museum for half an hour/forty minutes
maximum; 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. And we'll
display selected representati ve exhibits from the
different museums starting with, for instance,
ancient Egypt and the most famous piece in our
museum, the bust of Nefertiti, surroun ded by
monumental pieces of architecture - a temple gate,
an obelisk, some temple statues. And this is Egypt for
the quick visitor. Then the tour goes on with the
Ishtar gate from Babylon as a representative example
of the ancient Near East, then we come to the
market gate of Miletus from Asia Minor and the
famous Pergamon altar, and finally the facade of the
castle of Mshatta as an example of Islamic
architecture. 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.
Interviewer: Right, so the rest of the museum is
relatively empty.
Expert: Yes, in the rest of the museum the
atmosphere is qUieter and we can cater for smaller
groups, smaller guided tours can go there, and I
think this is how we can deal w ith mass tourism. We
cannot change tourism for the masses. we have to
accept it, we have to make the best of it. Personally I
deplore that in huge museum designs, such as the
louvre for example, or in the new installations in the
British Museum you have to walk enormous
 Tapescripts

pu bl icatio ns and in the Yellow Pages - the phone

distances if you wan t to go from one famous exhibit
:0 another. I mean in the Louvre you have to walk
;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
see at all.
I think we should give people what they have
"eaHy come to see and then, once a mem ber of the
group visi t has seen that part of the mu seum , he will
sa)·, ~Oh,! must come back as soon as I can and see
the rest.~
Lisuning 2
9 Guide: As you come into this first ro om, let me
... elcome you to the Pergamon museum and to the
~ounding monument for w hich this museum was
_ ... the great altar from the ancient city of
~gamon. My name is Martin Leicester and I am
:leighted to be your guide on this t our of the
- useum's greatest treasures. Let me begin w ith the
a:ar itself. While you make your way over to the
-..assive flight of marble steps I'll give you a little
:lad:.ground information about the city in which this
Gil Business Travel
Listening
7 Interviewer. So how do you go about selling this
particular venue?
Agne s Johnson: Basically, the way that we sell this
venue here at The Manor is we contact conference
agents; in England there are a number of agencies
w ho w ill book conferences on behalf of companies-
in England there's about 500 agencies operating,
and they usually have a computer base so they have
a good knowledge of all the venues - some
specialise in country house hotels like us, some
specialise in chain hotels bu t, by and large, most of
them w ill book any sort of hotel and what happens
is, we pay them commission because they've gone to
all the trouble of finding the business f or us - we
don't have to go out and get it, but we need to offer
them incentives to use us ... something that's going
to attract people to use us, whether it be an
additional commission or a special ra te f or the
conference delegates.
Interviewer: How m uch is the com mission?
Agnes Johnson: We normally give them 8 per cent,
book - we also often attend exhibitions w here we'll
put ourselves forwa rd, make a display and tell people
who come to the exhibitions about the hotel. A f air
amount of our business also comes from telephone
enquiries, 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.
Interviewer: What else can you do to attract
potential clients?
Agnes Johnson: Well , we also have a lot of special
events - 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. With all
our guests it seems to go down like a house on fire,
and so it does a lot o f our hospitality and our
advertising for us. And other peo ple might come and
see a play and think, ~ oh I need t o book a
conference next year" .

..
spe<t..acular monument was built over 2,0Cl0 years
."
Pergamon was particularly famous for its
$tG;..f)ture and what you see in this room t oday are
=e remains of the greatest sculptural project that the
07, ever produced. Even in ancient tim es this altar
-as considered to be a wonder 01 the world. It's
~ to have been built soon after 180 8e by
,5 Eumenes II to commemorate a series of
l'Ctories Q"";er Pergamon's long-standin g enemies the
~. some of whom had migrated not long before
~ ~..·estern Europe.
A similar struggle is shown in the frieze - the
::::r-:.nuous band of sculptured fi gure s t hat used to
-.:: completely around the altar beginning and
encing at these steps. Carved in relief were over a
-_~red life-size figures, illustrating the mythical
:£tie between the Olympian gods and their rivals,
::-e giants. But these sculptures are not only sym bolic
T triumph in war they also represented the victory
-7 Greek culture over barbarism. The altar and its
~ ....-ere in fact a thunderou s proclamation of the
s;Iories of Greek ~h o larsh ip and art and of the right
~ ?ergamon to see itself as the new A thens.
As you look at this section of the frieze you'll see
-..2.~ it is dominated by two standing figures. A thena
!5:ne striding woman with the shield, Zeus is to the
~ with his broad bare chest. As the godd ess strides
"':!.....ard she turns and with a serene but powerful
-c',-ement lifts the winged giant Alkyoneus by his
-oil'. The giant can only loosely clutch at her arm
~-.:. with the serpent of Athena coiled about his
::oCy, he"s powerless
AJthough the colour has gone from many of the
:oiects in this room, just a few steps away there is
~er great monument from the ancient world
::-E.: has lost little of its original brilliance. So come
...-!h me now for another unexpected delight. If you
.r2 through the centre archway of the Miletus gate
z::.d keep going straight ahead down the long
:-:nieIor you will fi nd the walls on either side
::erorated with a series of lions. W hen you reach the
.a5i of these lions please stop and turn round.
so 8 per cent of the charge goes to them for finding
the conference. 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, then
they'll come out and visit each hotel. 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 - so it's a lot of work, but, on the
whole, w hat we try and do is get in there and try
and be friends with most of the conference agents-
the better we get on with them the easier it is to sell
t o them. And that's what you find in selling any
product. !f you can make your clients your friends
you're going to be able to do business a lot better.
Interviewer: Can you ever sell d irect?
Agnes Johnson: Well, on the one side we·ve got the
conferen ce agents we talk to and on the other side
we go d irect to the corporate clienl s, and there's a
lot of companies out there w ho have requirements
for meetings, for conferences, for dinners perhaps,
and what we need to do is to fin d out w ho they are
and if they would use us. Its a long and
complicated, well not a complicated - it's a quite
honestly tedious process of t elesales, of cold calling,
goin g out knocking on doors of companies, giving
them our conference brochure, talking wi th them,
asking them ~ you know - would they consider using
us for a conference. It can take a long time. You may
have talked to a corporat e client six months ago and
they may have said, ~ mm ... we could use you," and
then you may find two years down the track they'll
remember us and use us, so it's not the kind of thing
that happens overnight.
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. 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.
Within our advertising we use books like these, the
green book and the blue book . They're bibles for
people w ho organise conferences - most large
companies will have a copy 50 it's vital that we be in
there. There's information about the hotel and a
picture so they can go through and fi nd you and
give you a call. We also advertise in a lo t of smaller 123
 Word List
English French Ital ian German
accommodatio n h~bergement I' alloggio, la sistemazione Unterkunft
air traffic control (Ontr61e du trafic aerien il controllo d i '1010 Fl ugleitung
ai rcraft avion l'acromobile, I'acreo Flugzeug
airline compagnie aenenne la compagnia aerea Fluggesellschaft
all- inclusive tout compris t utto incluso alles inklusive
allocation attribution/repartition I' assegnazione Platzanweisung
baggage bagages it bagaglio Gepack
backpacker randonneur iI backpacker, I'cscursionista Wanderer
balance solde il saldo zu zahlender Rest betrag
bed and breakfast chambre (petit dejeu ncr compris) camera e prima colazione Obernachtung mit FrOhstuck
boarding embarquement I'imbarco an Bord 1:ehen
book reserver prenotare buchen
booking reservation la prenotazione Buchung
booking form formulilire de reservation it modulo di pren()tazione Buchungsformular
break vacances de courte duree la breve vacanza Mi ni url aub
brida l su ite su ite reservee aux jeunes maries la suite matrimoniale Hochzeitssuite
brochure brochure il depliant, la brochure BroschOrc
cabin crew equipage if perso nafe di bordo, f'equipagg io Kabinenpersonal
cancella ti on chiHges frais d'annulation Ie spese di cancelfazione StornierungsgebOhr
car rental location de voitures I'autonoleggio Autovermietullg
carner transporteur il veUore Fluggesellschaft, Reisegesellschaft
catering restauration I'approvvigionamento, if catering Gastronomie
chalet chald 10 chalet Chalet
charge prix/fairc payer per personne f'addebito pro capite, I'addebito a testa Preis pro Person/pro Kapf
chilrter affreter noleggiare chartern
charter flights 'lois charter i vof i charter Charterfl0ge
check-in enregistrement il check-in, f'accettaz ione Abfertigung
coach (Br. E.) il pullman, la corriera Reisebus
condo '"
appa rtemcnt en copropriete il condominio, 10 stabile in condominio Appa.rtementh aus
consultant expert-conreil H/la consulen t e Berater
ccurier guide 11 corriere Reiseleit er
cover assurance la copertu ra assicurativa Dl"ckung
covering letter lettre explicative la leUera di accompagnamento Beglc itbrief
covers cou verts i coperti Gedccke
cruise croisiere la crociera Kreuzfahrt
currency monnaie, devises la valuta , la moneta Wdhrung
day tripper excursionniste il gitante Tagesausfl ugl~r
departure depart la partenza Abreise, Abflug
departure lounge sallc d'embarquement la sala partenze Warteraum, Abflughalle
deposit caution/arrhes it deposito Anzahlung,
discount remise 10 sconto Rabatt, Preisnach l a~
d uty free hors ta xe duty f rt" e Zoltfreie Waren
educational educatour informativo Fortbildungsreise
en-suite (facilities) (salle de bain) attenante en -su ite (servizi) mit Bad und Toilette
excess baggage excedent de bagages il bagaglio in sovr,1ppesO Obergewicht
exchange rate taux de change il tasso di cambio Wechselkurs
excursion excursion I'escursione, la gita A usflug
familiarisa tion trip (fam) educatour il viaggio d i famitiarizzazione Eingew6hnungsreise
fare prix du billet la tariff a, il prezzo Fahrpreis, Flugprl"is
flight ' 01 it volo Flug
foreign exchange devises il cambia estero Devisen
frequent flyer programme programme de fidelisation il progrJ mm <l per chi viaggi.1 spesso Programm far haufige Fluggaste
full-board pension complete a pcnsione complcta Voltpension
full fare fJl ein tarif la tariffa comp leta der volle Fl ugpreis, Fahrpreis
fully booked complet tutto prenotato ausgebucht
game reserve reserve naturelle la riserva d i caccia Wildschutzgebiet
gift shop boutique de cadeaux if negozio d'articoli da regalo Geschenkladen
guest client I'ospitc G",'
ha lf- board dC llli-pension a mezza penslone Halbpcnsion
hiking randonnee I'escursio nismo Wandern
holidaymaker v acancier / estiv ant it turista UrJauber
hotel chain chaine h6teliere la catena alberghiera Holelkette
124
Spanish Polish Turkish Greek
alojamiento zakwalerowanie konak!arna CTeYOOI1
control de !rMico acreo kontrola ruchu powietrznego hava Irafigi kontrolU tACYXO~ ev otploC; KUKAoqlOpiac;
avian samalot u,ak OCPOOKO!pOC;

linea aerea linia lolnicza hava yollan ocponopuo'l ypa~lJr;

todo incluido wliczaj'lc wszystkie koszly hepsi dahil 6.\0 oUl-lm:pIAQiJ[lavOIJCVO
asientos przydziat (rniejsca) yer aylrtma KOTOjJCP10IJOC; 9tOf]<;
equipaje bagaz bagaj anooKcut']
mochilero lurysla z plecakiem S irt ~antali turist TO ~lli1(;J T" <: m:pLn'\avwll£v~

saldo saldo bakiye, hesap IOOAOYIOIJOC;

aJojamiento y dcsayuno nocleg j sniadanie ya!ak ve kahvalt l UrTVO<; KOt np6yeuIJo
embarcar wsiadanie na pokfad binmek eml3if3aOl1
reservar rezerwowac yer aYlrmak , rezervasyon yapmak KAF-ivw atan
rescrva rezerwacja yer aYlrma, rezervasyon KpoTTlOTl atone:
solicitud de reserva formu larz rezervasyon formu lPoPfJO KpOTrJOTlC; St one:
descanso corto krotki urlop klsa talil OUVTOj..l£C; I5tOKont c;
suite nupcial apartament d la nowoiencow balayi dairesi YOfJrlA10 oouiTo
folie-to broszura bro~ur tpuAMblO 1510tprJfJ1OTlKO
camarote de la tripulad6n zaloga kabinowa u<;ak personeli nAf)pwfJo
recargo par canceladon oplala za rezygnacj~ z usfug i iplal Ocretleri np6oTlfJo QKUpwonc;
alquiler de caches wypoiyczanie samochod6w araba kiralama E:VOIKioOT') aUToKlvr'lTou
compania de trasporte pr.zewoinik ta~lmacl , nakliye ~irkeli jJt.TOlPoptOC;
catering tywienie yiyecek i~cek hazl rlama TpOqlOOOotO
chalet dziakka ko~k , dag evi t.f;OX1Krl tnoUATJ
recargo por persona oplata za jednct osob~ ki~i ba$1 Ocret xpt won ova OTO\.lO
fletar ezarterowac kiralamak, tutmak VOUAWVW
vuelos charter IOly czarterowe (farler seferi milOt.lC; TO'OPTt.p
factufaf zgloszenie si~ do odprawy bileli vize ettirme Oiplf;'l mo YKIOt nn'lone:
auto bus aulokar yolcu olobOsli A£wqlOpeiO
condominio wakacyjne mieszkanie wtasnOSciowe ka t mOlkiyeti OUYKUPIOPXio
asew' konsultanl konsOltan, dam$man OUjJ~UAOC:

mensajero pilot wycieczki kurye ouvoooc:

cobertura ubezpieczenie sigorta kapsaml ve miktan kOAulj1l1 OOtp6At.1OC;
carta de presentad6n list przewodni evrakm mahiyelini anlatan meklup ouvo!5WTlKrl cmoTo,\iJ
cubierto nakrycie slolu solra laklml af;coou6p Tpont.~lou £OTIOTOpiou
crucero wycieczka morska deniz gezinlisi KPOuo~ltpO

moneda waluta para birimi IOXUOV v61J1CJl.lo

excursionista wycieczkowicz gunubirlik dola$an kimse 'lfJEpr;cnoc; cKl5pOlJtac;
salida odjazd ka lkl~ OVOXWp'lOTl
sala de embarque sala odlot6w giden yoku salonu oa16~ oVOXWP~OEWV
depOsito depozyl kaparo KOTO~Ari EvvUrlOTlC;
descuento zniika iskonto, indirim tlmTWOTj
libre de impuestos bez cia gumrliksuz OOQOI-IOMY'lTO Ei6rJ
v iaje e9ucativoJ viaje de estudio objazd trasy e9ilse! amac;:11 gezi EKnOlbEUTlKO
incorporado (aparlamenl , po k6j) z lazienkq en-suite OIt.UKOAUVOCte:
exceso de equipaje nadwaga bagaiu lazla bagaj untpj30po onooKEUwv
tipo de cambio kurs wymiany deviz kuru ouvo11oYjJo
excursion wycieczka gezinli EKOpojJrl
viaje de familiarizacion objazd trasy pefsonele turizm ~i(f(ellerince yaptlnl.m gezi TOf;l61 t.f;OIK CiWOTlC:
pasaJe oplata bile\ liereli, yol parasl. TllJrl £IOTlTTlpiou
vuelo lot u9u~ nn'lOTl
divisas wymiana pien i~ devi z f;tvo OUVMAOYjJQ
ud09OdnienOl cr.. j).)~~t·o.. . "7"_-'".'-::0<' b7,~
programa de vue los frecu entes zl",;; IQ1nic=;"d"I slk u(fu$ yapan yolcu programl. npOYPOllfJQ OUxvou TO~IOIWT'l
pension completa zakwalerov.·anie z pe!nym Wyz-fio"f:fII.;m lam pansiyon n,\iJP'lC: OIOTPO<Prl
billete entero bilel petnoplatny tam bi le! parasl nAf)p'lC: TllJrl t.IOT)TT)piou
totalmenle lIeno brak wolnych miejs.c rezervasyon dolu, yerler dolu. Evn:A£i>c; KAt.IOjJt vO
coto de caLl rezerwal towiecki aVI korumak i«in ayrt l m l ~ arazi KpQ1T1CJTl Yla nOIXviol
tienda de regalos sklep z pamiqlkami hediyelik e~ya dOkkam KOTocrn1l-l0 !5wpwv
invitado gosc mis.afi r. konuk !pLAof;£voulJ£ VOC;
media pensi6n zak waterowanie z koIa cj ~
yZllm pansiyon 'l1J1-OIOTPiXPrl
excursionlsmo w~drowanie
uzun yOrOyti~ nE(onopio
veraneanle urlopowicz taule 9k.an kimse napo9£pton'le:
cadena de hoteles 0:02' zirrciri o1uoii3a f;EVOl5ox£iwv
siec hoteli
125
 hotel ier h6telier l'aJbergatore Hotelier
in-flight pendant Ie vol durante il volo, in vola wahrend des Fluges
in-flight service service a bard d'avion servizio durante II '0'010 Service wahrend d6 Fluges
incentive travel voyages de stimulation it viaggio d'incentivazione Reisen als Leistungszulage fur Personal
insurance policy police d'assurance la polizza assicurativd Versicherungspolice
itinerary itineraire t'itincrario Reiseroute
jet lag fatigue due au decalage horairc il jet lag Jet-lag
liner paquebot de grande ligne il transatlantico Passagierschiff
load factors taux de remplissage d'avion i fattori di carico Lade-Faktoren
lobby reception la lobby EingangshalIe, Foyer
long-haul flight vollong-courrier il vola lungo Langstreckenftug
occupancy rate taux d'occupation it tasso di occupazione degli alberghi Belegungsrate
one-way ticket aller simple il biglietto di sola andata einfache Fahrkarte
option option I'opzione Wahl, Moglichkeit
out-at-season hors saison fuori stagione au~rhalb der Saison
outbound en partance in uscita auslaufend
package tour voyage organise viaggio 'tutto compreso' Pauschalreise
passenger passager II passeggero Passagier
passport control contrale des passeports il controllo passaporti PaBkontrolle
premi um pnme 11 premia Pramie
racking presentation de brochures I'esposizione Stander/Regal fOr Werbematerial
reception reception il riccvimento Empfang
refurbishment remise a neuf J'ammodernarnento, la messa a nuovo Renovierung
resort station il centro turistico, il luogo di soggiorno urtaubsort
return ticket billet aller-retour il biglietto di andata e ritomo Ruckfahrkarte
round trip (Am. E.) aller-retour il viaggio di and ala e ritorno Hin- und Ruckreise
runway pistc d' envoi la pista di decollo 0 di atterraggio Start- und Landebahn
safari safari il safari Safari
scheduled airline compagnie ~ennt a~suranl des voIs reguliers la compagnia aerea di linea Unjenflugg~lIschaft
scheduled fligh t vol regulier il vola di linea, il '0'010 regolare di linea planmaBiger Flug. Unienflug
seasonal saisonnier st<lgionale Saison- Ije nach Jahreszeit
self-catering (appartement) indcpendant con usa di cucina selbstversorgend
self-drive voiture sans chauffeur senza autista fUr Selbstfahrer
shuttle navette la navetta Pendeltransport
sightseeing visitcr/faire du tourisme il giro turistico, ta visita ai monumenti Sightseeing, Besichtigungen
skiing ski 10 sci Skilaufen
special interest holiday vacances a theme la vacanza d'interesse speciale Urlaub je nach Interessengebiet, Hobby
special offer promotion j'offerta speciale Sonderangebot
stand-by (passenger) voyageur sur une lislc d'attente in stand-by Standby-Passagier
stay sejour II soggiorno Aufenthalt
st opover halte 10 scalo Zwischenstation, Zwischenlandung
surcharge surtaxe 11 ~pplemento di prezzo, il sovrappreuo Zuschlag
tariff prix la tariffa Tarif
tax-free exonere d'imp6ts esentasse, nOn impon ibile zollfrei
terminal aerogare I'aerostazione, iI term inal Terminal
terms and conditions modaJites termini e condizioni allgemeine Geschaftsbedingungen
theme park parc a theme/ pare d'attractions iJ parco tematico Freizeitpark
time slot plage horaire il tempo disponibile Zeitschlitz, Zeilspanne
time zone fuseau horaire il fuso orario Zeitzone
timeshare maison en multipropriete i1 timeshare Timeshare
tour excursionlvisite guidce/circuit il viaggio, il tour Tour
tourist board office de tourisme I'ente turistico Fremdenverkehrsverein
Tourist Information Centre syndicat d'initiative Centro Informazioni Turistiche Touristen- Informationsburo
transfer transfererItransfert iI transito, il trasferimento Transit
travel voyager viaggiare (eisen
twin room chambre a deux lits la camera doppia, la camera a due letti Zimmer mit zwei Einzelbetten
upgrade meilleur classement avanzamento di grade Steigerung
valet service ster iI servizio di guardaroba Reinigungsdienst
Window-shop faire du leche-vltrines guardare Ie vetrine dei negozl einen Schauf ensterbummel machen
winter sports sports d'hiver gil sport invernali Wintersport

126
 hotelero holelarz otel yoneticisi/sahibi. ~EvoMxo<:;
en vuelo podczas lolu uC u~ esnasmda KOTO TflV nTTlorr
servicio a bordo uslugi podczas lolu uCu~ Slrasmda sunulan hizmetler E~unflptTIlorr KoTO TIlv nTTiorr
wakacjtl opIacone pr.:u prac:od....cf ... ,,~rodt Z&
viaje incentivo wyd~prec, ba~anh personeli OdOliendirme yolculugu. OtaKont, Kivn TPO
paliza de seguros potisa ubezpieczeniowa sigorta poliCest OoqlOAtcm'lptO
itinerario Irasa (wycieczki) kllavuz programl. yolculuk kilabl. opojJoMV\o
desfase horario zm~zenie wywolane dtugim lolem U(ak yoIcukJOut'da., SCII'II"a 'beden $U({nin bcZulmaSI. Ev6XATJorr Myw OtOqlopa, wpo,
transatlantico statek oceaniczny IransaUantik nAoio YPOjJjJrl<:;
1actores de carga wsp6tczynnik zaj~losci miejsc bJeI \.CI~ ~1 r.hiorrn ",,~kIi 1a.>IarKI)~~ ffM rjn:esi m:plopl0jJO( mTiorr<:; AOYW !3apou<:;
ves tibu la hall lobi ai90uoo ovoj.Jovt')<:;
vuelo de larga distancia 10ly dalekiego zasifi!Q u uzak mesale ucu~u nn')orr j.JOKpa<:; nopEioc;
tarita de alojamiento wsp6lczynnik zaj~tosci oda doluluk oranl t~oOo 'ljJEPTlOlO<:; OIOjJOvr;C;
billete de ida bilel w jednlt S lrom~ yalnlz gidi~ bilel! ElOTlTTiPIO IJOvTiC; OloiSpolJr;C;
opeion rezerwac}a wymagajqca potwierdzenia s~ nek . lercih OUVOTOT11TO EKAOYI']C; O£ olOKont<:;
fuera de tem porada poza sezonem sezon dl~l £KTO<:; OOl~OV
salida/partida l am (0 kierunku jazdy) memlekel dl§lna selere C1kan, ononA£tIlv
viaje organizado zorganizowana .....ycieczka toplu gezi nEplo&lo n OKCTou
pasajero pasaier yolcu EmIktT'l~
control de pasaportes kontrola paszportow pasaport kontrolO £A£y XO<:; 1510I3oT'lpiwv
prima de seguro sktadka ubezpieczeniowa prim OOql6AlOTPO
estan\e pOlka rekJam rallan 9TiKC~ OlOqlrUJtOT1KWV qluMooiwv
recepeion recepcja (reception); przYi~ie (party) resepsiyon. misalir kabultoreni unoOoXrl
renovaclon odnowienie yenileme OVOKoivrrOTJ
centro tunstico uzdrowiskO gezin!i yerleri KOTOqlUV\O
billete de ida y vuelta bilet powrotny donu~ bileti £lCln'tPlO £ ntOTPO<f>ft<;
viaje de ida y vuelta pooro! tam i z powrolem gidi~-donu~ yolculugu CIOln'rPlO j.J£ £mOTPO<Pft
escapado pas startowy uCak pisti (5p6\Jo<:; Tpe~(j.JaToc;

safari safari salari OOqlOPI

linea aerea programada reguJarna linia loln icza larileli hava YOllan npoypotJjJOTlo\Jtvrr O£Poypoj.JjJri
vuelo programado regularny 101 tarifeli seier npoypOlJj.JOTl~tvrr nn'\OTJ
estacional sezonowy sezonluk, mevsimlik EnoXlOKO<:;
seltcatering za.walacwanie I JTlc.lllrroic·~ ~nia posilltirr; kendin pi~ir kendin ye OUTOVOlJfl OIOTpa.pi)
sin chofer wlasny transport (dojazd) ~Iorsuz kiralanan OUTOVOIJ£<:; OIOKont<:;
servicio de enlace autobus, pocic:jg servis otobusu. lJ(;TOqlOPO O£ O£POOpOj.JIO
visitar lugares de interes zwiedzanie gezme, gorOlecek yerleri ziyare t elme m iOK£l!JTj o~lo9EOTWV
esquiar jazda na nartach kayak yapma oKi
vacaciones de interes especial wakacje specjalislyczne ozef ilgi amaclilalil DIOKont<; C101KOU !:V010qltpOVTO<:;
oferta especial olerta specjalna indirimli liyatlar £I01Kri npOOqlOpO
en espera stand-by bekfeme fistesi ovojJoVTi empaTfl
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