Contents

CAREER SKILLS AND KNOWLEDCiE LANCiUACiE SKILLS LANCiUACiE KNOWLEDCiE

It's my job IWhere Customer care Find out Listening Reading Speaking Writing Language spot Vocabulary Pronunciation
in the world?
1 Arrivals . p.4
Singapore Cultural differences Points of arrival to Greeting and Welcome -the first Welcoming visitors Arrival information Greeting and Car hire Makes of car
in greetings the place where introducing encounter Car hire at an introducing Arriving and
you are studyi ng Car hire dialogue Cape Town arrival airport movingon
information

2 A place to stay . p.12

Grzegorz Rosinski Welcoming guests Survey about Registration Client perceptions Registering new Hotel information Where things are New arrivals Highlighting key
hotels procedures of hotels arrivals words
The staff structure Hotel services Tell mewhere
of hotels

3 Tourist information services . p.20

Copenhagen TIC Assessing customer Information Tourist information Tourist Information Giving information Recommendations Giving directions Information types Linking words
types services in your How do I get to . .. ? Centres and prepositions of together
city / region Liverpool movement
Recommending
and promoting

4 Holiday rep . p.28

Ameli Destivelle Have you got the Tipping A rep for all Resort A day in the life of ... Local 'tips' Advice and Holiday health Pronouncing
right attitude? seasons representative A welcoming talk obligation plurals
Welcometo Tips on tipping
paradise!

5 Eating out . p.36

eN Tower, Toronto What do you say? Regiona I food / Our national dish Food tourism Taking an order Th e food of my De scribing food Food: ingredients Ii: /, /;,:/; /0/
food fest iva Is Describing dishes The traveller's I'm very sorry region Relative clauses- and preparation
How to deal w ith guide to Turkish who, which,and
complaints food that

6 Rural tourism . p.44

Eduardo Barroso Encouraging Acountrythat Loca I people and Ask someone who Receivi ng ca m pers Welcome- Making prediction s Resources for rural High Iighti ng
customers to be offers rural tourism rural tourism ha s been there tourism words to confirm
Giving information Bienvenue-
sensitive to the Weather words or correct
Checki ng in at a Welcome! about the weather Willkommen
environment
campsite
Forecasti ng the
weather
Writing bank . p.S2
1 Report writing 3 Public notices 5 Reporting incidents
2 Information leaflet 4 Email job application Writing bank key p.S9

7 Attractions and events . p.60

Alcatraz Different cultures, Four attractions in Describing a Trends in visitor Bringing Th ree fest iva Is The Passive Types ofvisitor leII, I:m/, 1I'd1
different responses your country festival attractions attractions to life attractions
Two top Paris Architectural
attractions features
People and
faci Iities at
attractions

8 On tour . p.68
LucyTovchikh Personal Job opportunities / From tour guide to Three tours Checking the Preparing notes for Explaining Standards of Highlighting
appearance training / tour manager schedule commentaries arrangements performance words to show
qualifications for Practicalities on Coach tour role-play Language of feeling
tour gUides tour calming and
Whatwouldyou
Problems on tour say? dealing with a crisis

9 Hotel entertainment . p.76

MGM Grand Las Customers of all Activities for Making a water ball What's on today Preparing a daily Email application Indefinite pronouns Something for Consonant groups
Vegas ages different age Getti ng the job Working with kids programme Helping kids to everyone with /s/
groups Getting kids to make things The perfect worker
make things

10 Specialized tourism . p.84

Photoventures Cross-cultural Specialized tourism Special request What is niche Four specialized Report on Respondingto Describing Stress in
misunderstandings in your region tourism? tours specialized tourism special requests disability compound nouns
Disabilityaccess
Preparing and Identifying and
running a checking special
specialized tour needs

11 Business travel . p.92

Metropol ita n Cultural awareness Business travel in The needs of the Culture gUide Comparing A conference Describing Business travel The consonants
Hotel Nikko New your country business traveller Business travel and conference centres enquiry dimensions, terms Ip/, IV, and Iki
Delhi the tourism capacity, and Conference
indu stry facilities equipment and
facilities

12 Checking out . p.lOO

Abdol Sadeghi Quality standards Receptionist duties Life in the front Check-out Solving problems Reporting to the Respondingto Front office duties Understanding
office procedures Checking guests manager problems rapid speech
Common problems Unsolicited out
Can I have my bill? feedback

Pairwork . p.108 Grammar reference . p.1l8 Listening scripts . p.128 Glossary . p.137
4 Unit 1

Takeoff
Look at the photos.
1 Where are they?
E X AMPLE ata hotel
Z What type of tourist or visitor is being welc?med in
each case?

Reading
Welcome - the first encounter
1 Match the words with their dictionary definitions.
1 encounter 3 hospitality
2 experience 4 welcome
a friendly and generous behaviour towards guests
b a meeting, especially one that is sudden and
unexpected
c a greeting that is given to some body when they
arrive, especially a friendly one
d something that has happened to you, often unusual
or exciting
Z Read the text. Which subtitle do you think is the best?
• Tourism: the encounters industry
• Tourism: the experience industry
• Tourism: the hospitality industry
• Tourism: the welcome industry
3 Which of the six points (a-f) would include this advice?
An introduction to
1 Offer to carry a bag, to get a drink, to open the door, worki ng in tourism
anything to show you're there to help.
Tourism is about encounters - encounters with
2 Do your research - know who you're meeting, know
people, with places, and with experiences. And the
where you're going.
most important encounter is the first one : arrival and
3 Have confidence in your abilities and personality. greetings . Get that one right and the rest is much
4 There are many ways of greeting in different easier.
countries, but the smile is universal.
Arrival encounters can take place anywhere : at
5 Dress appropriately - be smart, clean, and tidy. the airport, at the hotel, at the campsite, in the
6 Find out about the person you're with, and ask them restaurant, on the tour bus, or at the attraction.
about themselves. Wherever it takes place, the rules are the same:
4 Can you think of more advice to add to the list above? a Be prepared d Be interested
b Look the part e Be helpful
c Smile f Be yourself.