Kiaran O’Malley

Tourismat
Work WRITTEN
PROFESSIONAL FACTFILES
KNOWLEDGE COMMUNICATION ON TOURISM
AND IN TOURISM
SKILLS

libro
with
LiM extra material
misto
on website

© Casa editrice principato

 Kiaran O’Malley

Tourismat
Work with
extra material
on website

© Casa editrice principato

 TOURISM AT WORK è un corso di inglese destinato agli studenti
degli istituti professionali e degli istituti tecnici a indirizzo turistico
e propone un percorso di apprendimento mirato a sviluppare
le abilità linguistiche dei futuri professionisti del turismo. UNIT
CAREERS

Il corso si compone di cinque sezioni di studio intercalate

3 IN TOURISM
INFO-FILES

Working
da cinque Tourism Factfiles mirati a fornire informazioni in the tourism industry
sull’Italia e sui diversi paesi di lingua inglese. A lot of work in tourism is seasonal and irregular. There
are times during the year when visits to a destination reach a
peak, for example at seaside and ski resorts, and other
periods when numbers are low (the off-season). Many
tourism jobs, therefore, are part-time or casual, with workers
on short-term contracts. Tourism is also vulnerable to
unpredictable events: a natural disaster or a sudden change
in the weather, a terrorist attack or a downturn in the
economy. They can all have an immediate negative effect on
numbers of visitors and on employment.

STRUTTURA DELLA SEZIONE The range of work opportunities in tourism is enormous.

It is a vast industry covering activities in fields as varied as
international airlines, hotels, restaurants and night clubs,
national parks and visitor information centres. Many of these
There are also other disadvantages for workers in
tourism. Many jobs involve working unsocial hours: during
holiday periods, in the evenings and at weekends. The
working day can be very long, especially during busy
periods. Sometimes people have to work on shifts and may
not finish until late at night. In addition, the majority of jobs
are low-skilled and low-paid. There are many more jobs at a

Ogni sezione è composta da

businesses serve not only tourists but also the general public. very basic level than in management.

Tourism is a labour-intensive industry: it tends to create a On the other hand, working in tourism has its
large number of jobs. In Britain, for example, it employs an attractions. Many jobs are varied and interesting involving

tre unità, ciascuna articolata

estimated 1.7 million workers, about 7% of the workforce. It contact with different people and travel to different places.
can play a vital role in the national economy, because of the Low pay is sometimes compensated by other benefits such
impact it has on so many different aspects of economic life, as free food and accommodation or free travel. And, as in
from shopping to transportation to catering. other types of work, there are also prospects for promotion.

in cinque parti: TRACK

1. Listen and read the information and answer the questions.

In apertura di sezione 1.
14
What examples are given of the variety of businesses involved in tourism?

vengono anticipati gli obiettivi Info-Files - introduce 2.

3.
4.
Why is tourism called a ‘labour-intensive industry’?
Why are so many jobs in the tourist industry casual or part-time?
Why is employment particularly uncertain in the tourist industry?
5. To u r is
What are other negative aspects about working in tourism? VOCA

di apprendimento e i contenuti le informazioni di base 6. What are the positive aspects of employment in tourism?
m jo b s
BULA
RY
36 SECTION 1 • PLANNING A TRIP
TRA CK

attraverso testi accompagnati

1.
Match
15 the nam

del percorso. photogra jobs with the es of

and che phs and then
ck your list
answers. en
1

da esercizi di comprensione.
P RO NU
NC IAT
again and ION : listen 2
repeat
the wo
rds.

DATION: Vocabulary - un’ampia attività sul 4

ACCOMMO
5

SECTION lessico affiancata da un ricco apparato 6

3 WHERE TO iconografico 7

STAY Practice - presenta una serie

di documenti corredati di esercizi.
10
11
12
13

Speaking - propone dialoghi, ascolti,

14

pair works e altre attività orali. air traffic

controller
baggag
e handle
chamb r chef
ermaid pilot
check-in coach dri reception
clerk

Writing - attiva le competenze scritte

ver ist
fitness security
trainer guard
museum ship ste
attendant ward
38 ticket ins
pector

mediante lettere, itinerari, dépliant, ecc. SECTIO

N 1 • PLA
NNING
A TRIP
waiter

writing • Tourism
at Work - Extra
UNIT TEST
Describing an itinerary • www.principato.it,
risorse on line
page 6
1. Read the definitions and complete the words.
1. part of the coast where the land
practise... forms a curve so that the sea is
skills you will 3. Use the following notes to
Some of the AUTUMN IN NEW prepare a similar itinerary for surrounded by land on three sides b_ _
This module is 2. a large hole in the side of
White

VERMONT
Mountains
An art tour of Tuscany.
the ENGLAND a mountain or cliff c_ _ _
concerned with
North Conway
SPEAKING Montpelier

mmodation
a. Write a brief introduction. 3. a place where a river suddenly falls
s of • booking acco out Killington

different type down over a cliff or rock w_ _ _ _ _ _ _ _

NEW
This three-day mini-tour is the perfect HAMPSHIRE b. Prepare a programme for a
and
• checking in
Woodstock

introduction AT L A N T I C
three-day tour and describe 4. a large area of rock or a mountain
accommodation
OCEAN
to the scenic beauty and historical heritage Bennington Boston the activities for each day. with a very steep side, often at the
visi tors for accommo dation MASSACHUSETTS

available for
of the magnificent New England region in the Berkshire
edge of the sea c_ _ _ _
LISTENING
le's requirements
Old Sturbrigde Village
Hills
north-east of the USA.
h • noting peop 5. an area of low flat land that
once they reac
Stockbridge

complaints is always very wet or covered

, • listening to dation
their destination s of accommo D AY ONE D AY TWO D AY THREE AN ART TOUR OF TUSCANY with water s____
ls and other type 6. a large mass of ice which moves
rtisements of hote
Our tour begins in Boston with a Today we drive through the scenic We travel north to Montpelier, the
els,
including hot READING
riptions and adve ble accommodation
sightseeing tour of New England’s Berkshire Hills and stop at capital of Vermont state, and enjoy 3-day tour: visit beautiful Tuscan slowly down a mountain valley g_ _ _ _ _ _
t, • reading desc biggest city, the birthplace of the Bennington, with its covered a short sightseeing tour of the
bed and breakfas
suita scenery and admire magnificent art
logues to find American Revolution. Then head bridges and beautiful wooden town’s fine architecture. Then we
7. a deep narrow valley with very
• studying cata west to Sturbridge, a recreated churches. Call at the Billings Farm enter the fabulous White Mountains steep sides g____
, PLACES THINGS TO SEE / DO
youth hostels ments and broc
hures t
village of the 1830s, where you can Museum, near Woodstock, of New Hampshire, an area famous 8. a small narrow river usually
and ls for advertise complaints abou explore the restored buildings and depicting farm life in the 1890s, for its forests of birch, oak and SIENA fascinating medieval
camping sites WRITING in the mountains s_____
riptions of hote mmodation and streets. The final stop today is before arriving in the popular resort maple trees. In the autumn the
• writing desc concerning reservation of acco
town
Stockbridge and a visit to the Norman of Killington. From here you can leaves make a brilliant kaleidoscope
self-catering rs
• writing lette n
Rockwell Museum to admire this take a cable car up to the mountain of yellows, browns, oranges and • Piazza del Campo 2. Answer the questions.
. American painter’s artwork. peaks, with views as far as Canada. reds. We pass Mount Washington, (wonderful central
accommodation acco mmo datio 107
B OSTON B ENNINGTON
the region’s highest peak, before
arriving in the picturesque resort of
square) 1. What important innovations did Thomas Cook introduce
• Palazzo Pubblico for travellers?
North Conway.
(graceful Gothic 2. What were the main reasons for travelling in the Middle
T HE W HITE M OUNTAINS town hall) Ages?
3. What was the Grand Tour?
4. What effects did the Industrial Revolution have on travel
PISA splendid architecture and tourism?
• the Duomo 5. What does a ‘package holiday’ usually consist of?
• the unforgettable 6. What are the main advantages for the customer of using a
Leaning Tower tour operator?
7. What are the English names for:
a. Francia, Germania, Spagna, Giappone, Russia, Irlanda,
Scozia?
b. the capital cities of these countries?
c. the most famous cities in Italy?
1. Read the itinerary and mark 2. Fill in the gaps in the table. FLORENCE one of the world’s art 8. Fill in the gaps using the where it is needed.
the route on the map. Then capitals a. Brazil is largest country in South
answer the following questions. PLACE ACTIVITIES / ATTRACTIONS • the Duomo America.
1. famous sights from the American Revolution (dominates the city) b. River Thames flows into English Channel.
1. Where is the New England • the Uffizi (superb c. St Patrick’s Cathedral is on Fifth Avenue in
region? 2. recreated 19th century village
collection of art) New York, near Central Park.
2. What are the two main STOCKBRIDGE 3.
• Palazzo Pitti
reasons for tourists to visit 4. beautiful wooden churches (home of the Medici 3. Give a short explanation or description.
this region? WOODSTOCK 5. family) • The role of the tour operator.
3. What is the most important 6. cable car ride into the mountains • time for shopping • A typical package tour to Italy.
city in this region? and sightseeing
7. architectural sightseeing tour • The most important developments in tourism in the 20th
4. What is the highest mountain century.
in the region? WHITE MOUNTAINS 8.

22 SECTION 1 • PLANNING A TRIP UNIT 1 • THE TOURIST INDUSTRY 23

Direzione editoriale lingue straniere Progetto grafico e impaginazione Disegni Collaborazione al progetto editoriale
Adriana Massari Marinella Carzaniga Matteo Bacchin Alessandra Brunetti
Federica Orsi
Redazione Copertina TOURISM AT WORK + EXTRA
Manuela Zaini Enrica Bologni ISBN 978-88-416-4568-0
Cartine
Coordinamento editoriale Ricerca iconografica Domenico Di Leo TOURISM AT WORK + ON LINE
Paola Bollani Mariagrazia Ferri Studio Aguilar ISBN 978-88-416-4571-0

2
© Casa editrice principato

La rubrica
Study Point
presenta note
sulla grammatica
e sulle funzioni
linguistiche.
Il Test di fine unità permette l’autoverifica dei
diversi contenuti da parte dello studente.
In chiusura di sezione vengono proposti spunti per
una discussione, attività di riepilogo sul lessico,
progetti e suggerimenti per esplorare
la rete a scopo professionale.
Adapted
from
Travel
agents face
a difficult
future
Only one person in seven in
the UK now uses a travel
agent to book holidays,
according to new research.
A study commissioned by
the consultancy firm
KPMG underlines the
growing trend among
travellers to book directly
through a tour operator or
put together their own
package of flights and
accommodation.
KPMG spoke to 2,100
people throughout the UK
and found that the vast
majority prefer to cut out
the ‘middle man’ by phoning
tour companies directly or
booking online. According
to Hugh Green, head of
tourism at KPMG, “people
1. Read the article and answer
the questions.
1. What trend is worrying for
travel agents in Britain?
2. How are people able to avoid
using travel agents?
3. What are the main
complaints against the travel
agents?
3. W HAT DO YOU THINK ?
• Will travel agents survive in the future?
• Why are people using the Internet to organize their holidays?
• What advantages can travel agents offer? What must they do to attract the public back?brochures from different tour operators.
46
Prima edizione: gennaio 2010
Ristampe
2014 2013 2012 2011 2010 *
V IV III II I Le riproduzioni per finalità di carattere professionale, economico o commerciale, o co-
Printed in Italy
perspectives
do not believe that agents
give good value for money.”
In the UK, there are about
7,000 agents belonging to
the Association of British
Travel Agents and a further
3,000 outside ABTA. Mr
Green doubts whether they
can all survive: “The trend
is clearly moving away from
agents, although there are
still opportunities for those
who focus on how they can
provide knowledge and
service.”
A major problem is the fact
that there is confusion over
the different roles of the
travel agent and the tour
operator.
Many travel agencies in the
UK are now part of chains
owned by the large tour
companies. They
concentrate on selling the
products of their parent
companies - even though
similar holidays are
sometimes available at
cheaper prices with other
companies.
1. Fewer than 10% of British people now18.
2. Are the following sentences true (T) or17.
to book holidays.
2. All British travel agents must be members moneta
3. Hugh Green does not think that all travel agents will
disappear.
4. Airtours and Thomson are tour operators.
5. Many travel agencies and tour operators are part of the same
business.
6. The ABTA is confident about the future of British travel agents. T F
SECTION 1 • PLANNING A TRIP
Tourism Factfiles
study Point
Constructions with too and not enough are often used to make complaints.
WITH NOUNS
COMPLAINING: TOO, ENOUGH
WITH ADJECTIVES
AUSTRALASIA
excessive There’s too much noise. It’s too cold.
There are too many people. It’s too expensive.
insufficient There isn’t enough space. It isn’t warm enough.
There aren’t enough towels. It isn’t big enough.
too much is used with a singular noun and too many with a plural noun;
enough goes before a noun but after an adjective.
APOLOGISING
The following expressions are commonly used to apologise and to deal with complaints.
Say sorry I’m very / extremely / really / terribly sorry.
I do apologize.
Give an explanation There’s obviously been a misunderstanding.
We must have made a mistake.
Promise to take action We’ll (send somebody to fix it) immediately.
I’ll make sure something is done about it.
Reassure the customer I can assure you it won’t happen again.
Don’t worry. We’ll sort everything out.
Australia, New Zealand
6. Fill in the spaces using words / expressions from the first table above.
1.
2.
There were
This soup is
tourists in the group and there weren’t
hot to eat.
seats on the bus. and Asia
3. Is the dining room large for a hundred guests? Australia of Brisbane, farther north, has a
4.
5.
6.
The car park hasn’t got
I’ve put
parking spaces.
sugar in my coffee. It’s
The theme park is closing down because it doesn’t get
sweet.
customers.
The north lies within the tropics and
has only two seasons: a dry winter
season from May to October and a
relaxed atmosphere and is also a
popular destination. All along the
coast there are resort towns,
extensive beaches and beautiful
7. Their prices aren’t low to attract young people. wet summer season from November
scenery. The Gold Coast, south of
8. There aren’t waiters and so the service is slow.
7. Reconstruct the sentences to find some useful advice about dealing with complaints. Match the
to April, which often brings heavy rain
and violent storms. There is tropical
rainforest along the northern coast.
Brisbane is particularly well known.
Inland from the coastal plain, a chain of
mountains, the Great Dividing Range,
beginning of each tip (1-9) with the correct ending (a-i). The main town in the north is Darwin,
near Kakadu National Park, where the runs all the way up the east coast.
T IPS - H OW TO DEAL WITH COMPLAINTS
attractions are the Aboriginal cave These mountains are at their highest in
1. Listen carefully to… a. and don’t argue with the customer. paintings and the wildlife. A more the south, where skiing is a popular
urne
2. Apologise in general terms for… b. details of the complaint and the action taken. Melbo activity in wintertime, especially in the
famous attraction is the Great Barrier
3. Reassure the customer… c. from the customer’s point of view. Reef, running for 2,000 kilometres Snowy Mountains around Mount
4. Try to see the problem… d. any inconvenience caused. along the north-east coast of Kosciusko, Australia’s highest peak.
5. Keep calm… e. is actually done. Queensland. This has become a World
6. Either find a solution to the problem… f. that the problem is going to be put right. Heritage Site because of its unique To the west of the Great Dividing
7. Agree on a solution… g. or refer the matter to a supervisor. size and its many different plants and Range lie the vast interior plains,
8. Make sure that what you promised to do… h. the customer. fish. The warm climate, sandy called the ‘Outback’. Here there is
9. Make sure that you record… i. with the customer. beaches, colourful wildlife, tropical some farming and enormous ‘sheep
UNIT 9 • ALTERNATIVES TO HOTELS 141
islands, and ideal conditions for water
sports make the reef region a popular
tourist destination and the coastal
town of Cairns has become an
stations’, but much of the land is
basically desert. The scenery is
memorable: red earth and unusual
rock formations as well as bizarre
195
important centre. wildlife, much of it unique to
rk
nal Pa Australia. This is the land associated
Natio
The south-east contains most of the Uluru with the Australian Aborigines. One of
population. The climate here is their sacred places, the unforgettable
temperate with hot dry summers (December to February) and Uluru (Ayers Rock), a giant mass of rock that changes colour
I Tourism Factfiles mild wet winters (June to August). The capital Canberra is
here and also the two biggest cities Sydney and Melbourne,
both major tourist attractions. Sydney is a lively city famous
with the light, lies right in the centre of the continent. Apart
from Alice Springs, to the north of Uluru, there are no towns
in the centre. The nearest cities are Adelaide on the south
for its landmark constructions, the Opera House and the coast and the isolated city of Perth far away in the south-
presentano in apertura Harbour Bridge, while sophisticated Melbourne has a more
old-fashioned ‘European’ feel and a rich cultural life. The city
west. Perth is popular with visitors because of its superb
surfing beaches, pleasant climate and relaxed atmosphere.
una cartina 1.
TRACK
75
Listen and read the information and match the names of places (1-8) with the correct
descriptions (a-h).
fisico-politica utile per
1. Alice Springs ____ a. a group of islands in the Pacific Ocean
2. Bangkok ____ b. a large cosmopolitan city which is the capital of Thailand
3. Christchurch ____ c. a large island off the south coast of India
4. Darwin ____ d. a warm region of New Zealand with fantastic beaches
le successive attività 5.
6.
7.
Fiji ____
Kosciusko ____
Northland ____
e. the highest mountain in Australia
f. the main town in the South Island of New Zealand
g. the main town in the tropical north of Australia
8. Sri Lanka ____ h. the only town in the centre of Australia
didattiche. Le pagine 196 TOURISM FACTFILES
offrono informazioni
generali sull’area geografica presentata,
proposte di itinerari e attività di comprensione
Thomson Holidays are sold
e di approfondimento sia scritto che orale.
through a sister company,
the Lunn Poly chain of
travel agencies; the Going
Places travel agency chain is
part of the MyTravel
organisation, which sells
Airtours holidays; Thomas
Cook is part of the group
that owns JMC travel
agencies as well as selling
Thomas Cook holidays.
The result is that people do
Il volume si chiude con un glossario
e gli audioscripts di tutte le attività di ascolto.
not trust travel agents to
offer the cheapest
alternatives. “There is a lack
of impartial advice, which is
vital to build trust with
consumers,” says Hugh
Green. “Travel agents
should be legally obliged to Keywords to remember
declare their links with tour
operators when talking toTRACK Match the following English words to their Italian equivalents (1-20) and then listen to check.
holidaymakers.”
this criticism and claims
P RONUNCIATION : listen again and repeat the words.
ABTA is sceptical about 17 proclaimed too often in the
past• and
accommodation
has proved to be• advertisement • brochure • cateringe • crew • currency • embassy
On line (www.principato.it, risorse on line)
sono inoltre disponibili numerose espansioni,
that travel agents have premature and
• entertainment • exhibition • flight • funfair • hire • holiday resort • insurance • leisure
always survived difficult exaggerated,” said an • ABTA
pilgrimage • sightseeing • spa • sunbathing • voyage
market conditions by spokeswoman. “Most
improving their business people still require the
11.
practices. “The death of the alloggio
services of travel agents at 11. noleggiare
travel agent has been 12. ambasciata
some stage.”
13. assicurazione
14. bagno di sole
12. opuscolo
13.
14.
pellegrinaggio
pubblicità
materiali aggiuntivi e ulteriori proposte didattiche
15. divertimento 15. ristorazione
16. equipaggio
false
useluna
(F)?
esposizione
park
travel agents
16.
17.
18.
stazione termale
tempo libero
viaggio per mare
sugli argomenti presentati nel corso.
19. luogo di villeggiaturaT F 19. visita turistica
10. of
the ABTA. T F 20. volo
T F
T F
T F
things to do surfing the net
Do some of the following practical projects, either on • Find a holiday that you would like to take next
Il corso si completa con TOURISM AT WORK -
EXTRA, un quaderno dedicato alla comunicazione
your own or with another student, and then report summer.
back to the class. • Find out more about careers that interest you.
• Find a specific job that you would really like to do.
■ Collect
Compare prices and services offered for similar types of
holiday. Which companies would you recommend? For
what type of holidaymaker?
Use the Internet (www) to find out more information
about things that interest you. These are some
suggestions for sites that you might like to visit.
scritta specifica del settore (Folder A e B)
e ai più rilevanti aspetti dell’arte e dell’architettura
■ Visit a local travel agent and try to arrange a short
interview. Find out as much as you can about how the TOUR OPERATORS AND TRAVEL AGENTS OFFERING A WIDE RANGE
agency operates (for example, what services are offered, OF HOLIDAYS AND SERVICES
what kind of customers use the agency, what problems the British companies: thomascook.com; firstchoice.co.uk;
occidentali (Folder C).
agent has to face, how the role of the agency is cosmosvacations.com; kuoni.co.uk; titantravel.co.uk
changing…) Italian companies: alpitour.it; cisalpina.it; cts.it;
touroperatoruvet.com
■ Carry out a survey of students from another class. Find
Questa offerta è acquistabile insieme al corso;
out what kind of career they would like to follow in the ASSOCIATIONS OF TOUR OPERATORS AND TRAVEL AGENTS
field of travel and tourism and why. Which jobs are more British travel agents: abta.com
popular? Independent tour operators: aito.co.uk
United States tour operators association: ustoa.com
SITES PROVIDING INFORMATION ABOUT CAREERS IN TRAVEL AND
TOURISM AND/OR LISTING JOB ADVERTISEMENTS
on line si trova il percorso completo relativo
all’approfondimento della comunicazione scritta.
jobsearch.co.uk; jobsite.co.uk; hiring.monster.com;
codworks.com
48 SECTION 1 • PLANNING A TRIP
© 2010 - Proprietà letteraria riservata. È vietata la riproduzione, anche parziale, con Casa Editrice
qualsiasi mezzo effettuata, compresa la fotocopia, anche ad uso interno o didattico, G. Principato S.p.A.
non autorizzata. Via G.B. Fauché 10
Le fotocopie per uso personale del lettore possono essere effettuate nei limiti del
15% di ciascun volume dietro pagamento alla SIAE del compenso previsto dall’art. 20154 Milano
68, commi 4 e 5, della legge 22 aprile 1941 n. 633. http://www.principato.it
e-mail: info@principato.it
munque per uso diverso da quello personale, possono essere effettuate a seguito di
specifica autorizzazione rilasciata da AIDRO, Corso di Porta Romana 108, 20122 Mi- Stampa: STIAV - Firenze
lano, e-mail segreteria@aidro.org e sito web www.aidro.org.
3
© Casa editrice principato
 INTRODUCTION
CONTENTS Tourism
The se rvice industry 8
What the tourist industry does 10

SECTION 1 • PLANNING A TRIP

UNIT 1 • The tourist industry UNIT 2 • Travel arrangements UNIT 3 • Careers in tourism
INFO-FILES INFO-FILES INFO-FILES
How tourism developed 12 Preparing to travel 24 Working in the tourism industry 36
The GrandTour 13 VOCABULARY VOCABULARY
Thomas Cook, the first tour Luggage, money and personal Tourism jobs 38
operator 13 articles 26 SPEAKING
VOCABULARY SPEAKING Talking about work 40
Geographical features 14 Using the telephone 28 STUDY POINT
SPEAKING STUDY POINT EXPRESSING OBLIGATION AND
TELEPHONE LANGUAGE 29 LACK OF OBLIGATION 41
Tourist attractions 16
PRACTICE
STUDY POINT PRACTICE
THE DEFINITE ARTICLE AND PLACE NAMES 17 Travel agencies 30 Job vacancies 42
PRACTICE Tips for travellers to Australia 32 Job reports 43
WRITING
Tour operators and package tours 18 Travel insurance 33
VistaTours - What’s in the WRITING
Applying for a job 44
package? 20 Writing an e-mail 34
WRITING STUDY POINT
Describing an itinerary 22 WRITING E-MAILS AND FAXES 35
UNIT TEST 323 UNIT TEST 335 UNIT TEST 345

PERSPECTIVES •Travel agents face a difficult future 46 • What’s wrong with package holidays? 47

KEYWORDS TO REMEMBER 48 • THINGS TO DO 48 • SURFING THE NET 48

TOURISM FACTFILES ITALY
The Regions of Italy 50 Postcards from the South 55
Highlights of Northern Italy 52 Statistics and sites 56
Postcards from the North 53 Italian tourist offices 58
Highlights of Southern Italy 54

SECTION 2 • TRAVEL: HOW TO GET THERE

UNIT 4 • Air travel UNIT 5 • Land travel UNIT 6 • Sea travel
INFO-FILES INFO-FILES INFO-FILES
Taking the plane 60 Road and rail 70 Ships and sea travel 82
VOCABULARY VOCABULARY VOCABULARY
Taking the plane 62 Travel by road and rail 72 Ships and sea travel 84
PRACTICE PRACTICE PRACTICE
At the airport 64 Coach travel 74 Ferry services 86
Airline tickets 65 Train travel 75 SPEAKING
SPEAKING Travel tips for the USA and Britain 76 Booking a car ferry 88
Booking a flight 66 SPEAKING STUDY POINT
STUDY POINT Renting a campervan 78 TIME PREPOSITIONS 89
MAKING REQUESTS AND PRACTICE
STUDY POINT
ASKING FOR PERMISSION 67 ADVISING AND MAKING The cruise ship Oceana 90
WRITING RECOMMENDATIONS 79 What’s included in your cruise 92
Enquiries and replies 68 WRITING WRITING
Describing a tour 80 Describing a river cruise 94
UNIT TEST 369 UNIT TEST 381 UNIT TEST 395

PERSPECTIVES • Runway controversy at Heathrow airport 96 • Race to the Alps 97

KEYWORDS TO REMEMBER 98 • THINGS TO DO 98 • SURFING THE NET 98

TOURISM FACTFILES THE BRITISH ISLES
The Regions of the British Isles 100 The Celtic Fringe 104
The best of England 102 Postcards from Scotland, Ireland and Wales 105
Postcards from England 103 Statistics and sites 106

4
© Casa editrice principato
SECTION 3 • ACCOMMODATION: WHERE TO STAY
UNIT 7 • Tourist UNIT 8 • Hotels UNIT 9 • Alternatives to hotels
accommodation INFO-FILES
INFO-FILES INFO-FILES Non-hotel accommodation 130
Development of tourist Types of hotel 118 VOCABULARY
accommodation 108 VOCABULARY Non-hotel accommodation 132
Types of tourist accommodation 109 Hotels 120 PRACTICE
VOCABULARY SPEAKING Tourist accommodation in Australia 134
Tourist accommodation 110 Checking in and out 122
Accommodation advertisements 135
PRACTICE STUDY POINT
OFFERING TO DO SOMETHING 123 Self-catering holiday homes 136
Accommodation ratings 112
SPEAKING
PRACTICE Youth hostels 138
Booking accommodation 114 Resort hotels 124 Camping and caravanning 139
A city hotel 125 SPEAKING
STUDY POINT
COMPARATIVE AND SUPERLATIVE Conference hotels 126 Dealing with complaints 140
FORMS 115 WRITING
STUDY POINT
WRITING Describing a hotel 128 COMPLAINING: TOO, ENOUGH
Correspondence with hotels 116 APOLOGISING 141
WRITING
Letters of complaint and replies 142
UNIT TEST 117 UNIT TEST 129 UNIT TEST 143

PERSPECTIVES • Europe by mobile home 144 • Welcome to the hotel 145

KEYWORDS TO REMEMBER 146 • THINGS TO DO 146 • SURFING THE NET 146

TOURISM FACTFILES NORTH AMERICA
The Regions of North America 148 Western wonders 152
Eastern highlights 150 Postcards from the West 153
Postcards from the East 151 Statistics and sites 154

SECTION 4 • ACTIVITIES: WHAT TO DO

UNIT 10 • Sightseeing UNIT 11 • Entertainment UNIT 12 • Activity holidays
INFO-FILES INFO-FILES INFO-FILES
The sights 156 Tourist activities 168 Types of tourism and holidays 180
VOCABULARY VOCABULARY VOCABULARY
Sightseeing 158 Entertainment 170 Sports activities 182
SPEAKING PRACTICE PRACTICE
Asking for information 160 Things to do in Dublin 172 Specialist tour operators 184
STUDY POINT Eating out in Italy 174 Adventure holidays 185
ASKING THE RIGHT QUESTION 161 Specialist tours in Italy 186
PRACTICE
A quick guide to eating SPEAKING
Sightseeing inYork 162 out in Britain 175
Talking about experiences and
SPEAKING
Sightseeing tours 164 making announcements 188
Let’s go out 176
WRITING STUDY POINT
STUDY POINT MAKING ANNOUNCEMENTS 189
Describing a sightseeing tour 166 OPINIONS, LIKES AND PREFERENCES 177 WRITING
WRITING
Circular letters 190
Describing an event 178

UNIT TEST 167 UNIT TEST 179 UNIT TEST 191

PERSPECTIVES • Views of Florence 192

KEYWORDS TO REMEMBER 194 • THINGS TO DO 194 • SURFING THE NET 194

TOURISM FACTFILES AUSTRALASIA
Australia, New Zealand and Asia 196 Postcards from Australia 199
A visit to Australia 198 Postcards from the Asia-Pacific Region 200

5
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SECTION 5 • DESTINATIONS: WHERE TO GO
UNIT 13 • City-breaks UNIT 14 • Seaside holidays UNIT 15 • Countryside
holidays
INFO-FILES INFO-FILES INFO-FILES
Attractions of cities 202 Attractions of the seaside 214 Attractions of the countryside 228
Trends in popularity 203 Effects of tourism 216 Ecotourism 230
VOCABULARY VOCABULARY
Our commitment 231
In the city 204 The seaside 218
Global warming - our carbon
PRACTICE PRACTICE
balancing scheme 231
Venice 206 Taormina 220 VOCABULARY
Rome 207 Liguria 221 The countryside 232
What London offers 208 Australia - PRACTICE

Travelling around London 209 East coast experience 222 ATuscan walk 234
SPEAKING
Club Med 223 Agriturismo in Italy 235
Giving directions 210 SPEAKING Selva 236
STUDY POINT Being polite 224 SPEAKING
ASKING FOR AND GIVING DIRECTIONS 211 Talking about rules 238
STUDY POINT
WRITING
BEING POLITE STUDY POINT
Describing a city 212 COMMON POLITE EXPRESSIONS 225 ASKING ABOUT RULES AND
WRITING EXPRESSING PROHIBITION 239
Describing a region 226 WRITING
Organizing an argument 240
UNIT TEST 213 UNIT TEST 227 UNIT TEST 241

PERSPECTIVES • Global warming and tourism 242 • How to be a good tourist 243

KEYWORDS TO REMEMBER 244 • THINGS TO DO 244 • SURFING THE NET 244

TOURISM FACTFILES THE ATTRACTIONS OF BRITAIN AND ITALY
The attractions of Britain 246 The attractions of Italy 247

PAIRWORK ACTIVITIES 248

GLOSSARY 250
audioSCRIPTS 253

6
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STUDY POINT
UNIT 1 THE DEFINITE ARTICLE AND PLACE NAMES 17 UNIT 8 OFFERING TO DO SOMETHING 123
UNIT 2 WRITING E-MAILS AND FAXES 35 UNIT 9 COMPLAINING: TOO, ENOUGH 141
UNIT 3 EXPRESSING OBLIGATION AND UNIT 10 ASKING THE RIGHT QUESTION 161
LACK OF OBLIGATION 41 UNIT 11 OPINIONS, LIKES AND PREFERENCES 177
UNIT 4 MAKING REQUEST AND ASKING UNIT 12 MAKING ANNOUNCEMENTS 189
FOR PERMISSION 67
UNIT 13 ASKING FOR AND GIVING DIRECTIONS 211
UNIT 5 ADVISING AND MAKING
UNIT 14 BEING POLITE
RECOMMENDATIONS 79
COMMON POLITE EXPRESSIONS 225
UNIT 6 TIME PREPOSITIONS 89
UNIT 15 ASKING ABOUT RULES AND
UNIT 7 COMPARATIVE AND SUPERLATIVE FORMS 115 EXPRESSING PROHIBITION 239

VOCABULARY
UNIT 1 Geographical features 14 UNIT 8 Hotels 120
UNIT 2 Luggage, money and UNIT 9 Non-hotel accommodation 132
personal articles 26 UNIT 10 Sightseeing 158
UNIT 3 Tourism jobs 38 UNIT 11 Entertainment 170
UNIT 4 Taking the plane 62 UNIT 12 Sports activities 182
UNIT 5 Travel by road and rail 72 UNIT 13 In the city 204
UNIT 6 Ships and sea travel 84 UNIT 14 The seaside 218
UNIT 7 Tourist accommodation 110 UNIT 15 The countryside 232

writing • Tourism at Work - Extra

• www.principato.it, risorse on line

UNIT 1 Describing an itinerary 22 FOLDER A 6

UNIT 2 Writing an e-mail 34 FOLDER B 20
UNIT 3 Applying for a job 44 FOLDER B 22; 24
UNIT 4 Enquiries and replies 68 FOLDER B 26; 28
UNIT 5 Describing a tour 80 FOLDER A 8
UNIT 6 Describing a river cruise 94 FOLDER A 10
UNIT 7 Correspondence with hotels 116 FOLDER B 26; 28; 30
UNIT 8 Describing a hotel 128 FOLDER A 12
UNIT 9 Letters of complaint and replies 142 FOLDER B 32
UNIT 10 Describing a sightseeing tour 166 FOLDER A 14
UNIT 11 Describing an event 178 FOLDER A 16
UNIT 12 Circular letters 190 FOLDER B 34
UNIT 13 Describing a city 212 FOLDER A 18
UNIT 14 Describing a region 226 ART
UNIT 15 Organizing an argument 240 • Tourism at Work - Extra

page 36
7
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 INTRODUCTION

TOURISM
The service industry
The tourist industry exists to serve the needs
of tourists and travellers.

1. Look at the photographs of

tourists (photos 1-4) and
workers in the tourist industry
(photos 5-8).
• What are the tourists doing?
• What services are the workers
providing?
Think of other services provided
by the tourist industry (for
example transport,
4 accommodation, information).

8
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 5 6

7
2. Read the following paragraph.
• What is a tourist, according to the WTO?
• What are the three main categories
of tourists?

The World Tourist Organization,

the international body representing
tourism, defines a tourist as a
person who visits a destination and
stays there for at least one night
8
before returning home. The reasons
for travelling are extremely varied.
They can be classified under three main headings:
1. leisure tourism (e.g. for sightseeing, holidays, sport);
2. business / professional tourism (e.g. to attend a
conference, visit a trade fair, take part in a meeting);
3. miscellaneous tourism carried out for other personal
reasons (e.g. family matters, health, education).

CDA
CDA
3. Listen to these brief interviews with
1 people at Heathrow Airport in London
and fill in the table.

REASON FOR BEING AT AIRPORT TOURIST OR NON-TOURIST CATEGORY OF TOURIST

1.
2.
3.
4.

9
© Casa editrice principato
 INTRODUCTION
What the tourist
industry does
The concerns of the tourist are primarily about where to
go, how to get there, where to stay and then what to
see and do there. The tourist industry is organized to meet
these concerns by means of a variety of services: tour
operators, travel agents, airlines and other transport
companies, hotel chains, local transport networks, tourist
information offices etc.
4. Read the passage and answer the questions.
1. What are the main concerns of the traveller?
2. Which organizations provide information about
travel destinations?
3. What are the two categories of transportation
used by travellers?
4. What are the principal forms of accommodation
available to travellers?
10
Destination
There is a virtually unlimited
mass of information available about where to go and what
to see and do. Nearly every country has a national tourism
board, and there are additional bureaus in regions, provinces,
and cities. All of these advertise extensively to attract
tourists. Competition is intense, and many localities depend
on tourism for income.
Transportation
There are two categories of transportation used by travellers:
the means used to travel from home to the destination and the
means used for transportation at the destination. Long-
distance travellers will probably fly to their destination. But,
once they have arrived, they may rent cars, use the railways or
inter-city coach services and perhaps also travel by ship, ferry
or riverboat. If they stay in one location, they may use local
public transport - trams, buses, and underground trains.
Accommodation
The huge increase in tourism in recent times has led to
growth in the hotel industry. Hotels operated by large
international chains can provide expensive luxurious
accommodation. But there are also other chains, as well as
privately owned hotels, motels and guesthouses, that offer
facilities for much less. Even cheaper alternatives are
available in the form of bed and breakfast accommodation,
camping sites and youth hostels.
5. Talk to your partner. What different priorities
does a typical business traveller have compared to
a typical holidaymaker? What factors influence
each of them in their choice of…?
• destination • transportation • accommodation
© Casa editrice principato
SECTION
PLANNING
1 A TRIP

This section deals Some of the skills you will practise...

with the planning
SPEAKING
and organization • making telephone calls and booking holidays
of holidays and • talking about tourist destinations around the world
journeys, looking • talking about the qualities required to do different jobs in tourism
particularly at the LISTENING
role of the tour • listening to people in the tourist industry talking about their work
operator and the • listening to tour operators talking about their companies
travel agent. It also READING
considers the • reading advertisements, brochures and other documents concerning package
variety of different holidays, travel preparations and jobs in tourism
careers available in WRITING
travel and tourism. • preparing an itinerary for a guided tour
• writing a curriculum vitae and a letter of application for a job

11
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UNIT
THE TOURIST
1 INDUSTRY
How tourism developed
The ancient world
The origins of the modern holiday
were in ancient Rome, where there
were “holy days”, religious feasts
when people did not work. Wealthy
Romans escaped the stress of city life
by visiting Naples and the Italian
Riviera. They also travelled to other
parts of the Empire, especially Egypt
and Greece, in order to visit temples
and see the local culture. The ancient
Romans invented many features of
modern tourism, including seaside
resorts, guide books and souvenirs.
The Middle Ages
The main reasons for travel were
trade and religion. Merchants
travelled to buy and sell goods;
pilgrims travelled to cathedral towns
and religious centres, such as Rome
and Canterbury. Hostels and inns
developed along the pilgrimage
routes.
12
INFO-FILES
The early modern period wealth and leisure made travel for
The Renaissance revived pleasure more common. The
interest in the ancient world. development of jet aircraft in the
Sightseeing became an 1950s allowed more people to travel
essential part of tourism: longer distances more quickly and
cathedrals, palace and ancient sites more cheaply than ever before. The
were all important. construction of large hotel resorts in
Wealthy people also travelled for holiday areas and the development of
pleasure and for health cheap “package tours” also boosted
reasons. The mineral springs and mass tourism. Tourism became a
spa resorts of Austria, Germany and major part of the economy in several
Italy became popular. regions of the world.
The 19th century
In the early 1800s the Romantic
movement created interest in nature
and mountain scenery. The English
Lake District, the Scottish Highlands,
and the Swiss Alps all became tourist
destinations. After 1850 the
Industrial Revolution led to massive
changes in travel. The development
of railways and steamships made
inexpensive and rapid travel
possible for the new middle and
working classes. Popular tourist
resorts, such as Blackpool and
Brighton, appeared. At the end of the
CD A
century new forms of luxury travel 1. Listen and read How
developed: trains with sleeping and 2 tourism developed.
restaurant cars and, at sea, enormous
In which historical periods did
passenger liners with palatial
the following features of
accommodation.
tourism first appear?
The 20th century • cheap public transport
Sunbathing became fashionable as • guide books
rich tourists travelled south to enjoy • health spas
the sunny climate on the French and • luxury travel
Italian Rivieras. Industrial workers • mountain holidays
also won two weeks paid holiday per • package tours
year. After World War II, increased • sightseeing
• sunbathing
SECTION 1 • PLANNING A TRIP
© Casa editrice principato
 The Grand
Tour
In the 18th century, the Grand Tour
was a form of education for wealthy
noblemen. It was a journey through
Europe which could last from a few
months to several years. During the
Tour, young men learned about the art,
culture, politics and history of the
countries they visited. They spent their
time sightseeing, studying and
shopping. Italy, with its heritage of
ancient Roman monuments, became
one of the most popular places to visit.
Art students from all over Europe also
came to Italy to learn from ancient
models. During the 19th century the
Grand Tour also became fashionable
for upper-class young women.
Thomas Cook,
the first tour operator
In July 1841 Thomas Cook, a Baptist missionary worker in England,
persuaded the Midland Counties Railway Company to run a special train from
Leicester to Loughborough for a religious meeting at a reduced price of one
shilling per person. This was
the first “organized tour”.
It was a great success and,
in 1845, Cook began to
operate tours as a business:
first to the mountains in
North Wales, then to the
Swiss Alps and to major
events like the Great
Exhibition in London in 1851.
In 1867 he organized the
first tour to the United
States and then the first
round-the-world tour. He
also opened offices in many
cities to provide independent
travellers with tickets for
trains and ships as well as
hotel reservations. In 1873
Cook invented the Circular
Note, the original traveller’s
cheque, to make it easier
to pay for services all over
the world.

2. Read all the info-files and answer the question. 3. Prepare a report on how
tourism developed over the
1. Where did wealthy ancient Romans like to travel? centuries. Explain the
2. What were the most popular destinations during the Middle Ages? importance of the following:
3. Why did an interest in mountain holidays first develop? • ancient Rome
4. Which two periods saw the greatest changes in transport? • pilgrimages
5. When did tourism develop into a major international industry? • the Grand Tour
• the Romantic movement
6. What did aristocratic young men do on the Grand Tour?
• the Industrial Revolution
7. What was the first organized tour and how much did it cost? • Thomas Cook
8. Where were the destinations for Cook’s first holiday tours? • air travel

UNIT 1 • THE TOURIST INDUSTRY 13

© Casa editrice principato
 VOCABULARY
Geographical features
CD A
1a. Match the words below
3 with the numbers on
the illustrations and then listen
and check your answer.
P RONUNCIATION : listen again and
repeat the words.

IN THE MOUNTAINS
2
1

3
4 5

6 8

10

glacier grassland lake river valley

gorge hill mountain stream waterfall

2. Use the words from exercises 1a and 1b to fill in the

gaps in these sentences.
1. Niagara is a famous on the border between the USA and Canada.
2. At 5895 metres, Kilimanjaro is the highest in Africa.
3. The tropical rainforest of Amazonia is an enormous area of in South America.
4. Copacabana is a famous along the seafront of the city of Rio de Janeiro.
5. The of the River Po extends across northern Italy from the Alps to the Adriatic Sea.
6. The biggest in the world is the Sahara in north Africa.
7. The of Mount Vesuvius overlooks the city of Naples.
8. The islands of Capri and Ischia are in the of Naples.

14 SECTION 1 • PLANNING A TRIP

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 CD A
1b. Match the words with
4 the numbers on the
bay island
illustrations and then listen and
beach jungle
check your answer.
P RONUNCIATION : listen again cave rocks
and repeat the words. cliff swamp
desert volcano
ON AN ISLAND

8 5
10

7
6

2 3

1 9

HOLIDAYS AND JOURNEYS

3. Choose the correct definition (a or b) for each word.

1. excursion a. a short trip for pleasure, of a day or less, to visit a specific place
2. holiday b. a period of time when you are not at work or at school
3. itinerary a. the direction followed to go from one place to another
4. route b. a list of places to visit and things to do in chronological order
5. journey a. a time spent travelling by ship
6. voyage b. a time spent travelling from one place to another, especially over a long distance
7. tour a. an extensive journey, usually for pleasure, travelling around several different places
8. trip b. a journey, long or short, from one place to another and back again

TRAVELLERS AND TOURISTS

4. Write sentences using the words in the columns.

1. A tourist travels to visit a holy place.

2. A day-tripper is on a journey.
3. A holidaymaker visits a place for pleasure and returns home the same day.
is
4. A passenger visits a place and stays there for at least one night.
a person
5. A pilgrim has travelled to another place to have a holiday.
who
6. A sightseer is travelling on a bus, train or other vehicle.
7. A commuter travels into, and out of, a city every day, usually for work.
8. A traveller is visiting monuments or other famous places.

UNIT 1 • THE TOURIST INDUSTRY 15

© Casa editrice principato
 speaking
Tourist attractions
Workers in the tourist industry
need to have some knowledge
of geography, especially major
cities, resorts and both natural
and man-made attractions
around the world.
1

2 3 4

6 7 8
CD A
1. W ORK IN PAIRS 3. Listen and write down the spelling of the English place
Identify the famous tourist 5 names. What are these names in Italian?
attractions shown in the
photographs. Where are they? 4. Read the clues and solve the following anagrams of English names.
What are their names in English?
1. A city famous for pizza, funicular railways
2. Many place names are and Roman ruins. PLANES
different in English and Italian. 2. A country in northern Europe between Norway
What are the English names and Finland. EDNEWS
(with the correct spelling) of the 3. The island whose capital is Palermo. ICYSIL
following places? 4. A historic region of central Italy. ANYCUTS
• Atene • Paesi Bassi 5. The city where you can find the Uffizi art gallery. CLONFREE
• Galles • Rodano 6. The island which has the Costa Smeralda. RAINAIDS
• Mar dei Carabi • Svizzera 7. The largest city in Belgium. RUBSLESS
• Mosca • Ungheria 8. The river that flows through Rome. BITER

16 SECTION 1 • PLANNING A TRIP

© Casa editrice principato
 study Point
THE DEFINITE ARTICLE AND PLACE NAMES
1. The definite article the is not normally used in front of names of
geographical places (countries, regions, continents, islands,
mountains, lakes etc.).
Egypt is in Africa. Corsica is politically part of France.
Mount Everest is in Nepal. Lake Garda is in Italy.
The following cases are exceptions:
a. the names of oceans, seas, rivers and canals;
The Panama Canal connects the Caribbean Sea with
the Pacific Ocean.
The Nile flows into the Mediterranean Sea.
b. the plural names of mountains, islands and countries;
The Hawaiian Islands and the Rocky Mountains are
in the United States.
c. names which consist of expressions with “of” or contain words
like “republic” or “kingdom”.
the Bay of Naples, the Republic of Ireland, the United
Kingdom

2. The is not normally used in front of names of topographical

places (streets, squares, public buildings, parks, churches etc.).
5 Nelson’s Column is in Trafalgar Square.
St Paul’s Cathedral is near Cannon Street.
Fifth Avenue goes up to Central Park.
Walk from Grand Union Station to Times Square.

3. The is normally used in front of names of hotels, restaurants, pubs,

cinemas, theatres, art galleries and museums.
the Savoy Hotel, the Hard Rock Cafe, the White Lion Pub,
the Odeon Cinema, the Globe Theatre,
the National Gallery, the British Museum
But note that the is not used with proper names followed by ‘s.
Franco’s Restaurant, Molly’s Guesthouse

CD A
5. Underline the 6. Correct the mistakes in the following sentences.
6 stressed syllable in
each of the following names. 1. The Peru is in South America.
Then listen to the tape to check. 2. Japan and Republic of China are the biggest countries in the Asia.
3. Prince of Wales Theatre is not far from the Leicester Square
• Edinburgh
underground station.
• Egypt
• Japan 4. Netherlands is next to Belgium in the north-western Europe.
• Manchester 5. River Thames flows into English Channel between United
• Milan Kingdom and France.
• Niagara 6. We had a good meal at the Pierre’s Bistro near the Victoria
• Portugal Station.
• Venice 7. The Lake Superior is between Canada and United States.
8. The bus takes you from Metropolitan Museum, along the Third
Avenue to the Hilton Hotel.

UNIT 1 • THE TOURIST INDUSTRY 17

© Casa editrice principato
 practice

Tour operators and package tours

Package tours
Tour operators organize different elements of a holiday, for
example travel arrangements and accommodation, and then
put them all together to sell as a complete “package”. The
simplest package tours are a combination of transportation to
the holiday destination and accommodation. However the
package may also include other elements: for example
transport to and from the airport, a hired car, meals, guided
tours, entertainment and the services of a company
representative to deal with any problems.
Advantages of using
a tour operator
By using a tour operator travellers avoid the problems of
contacting and making complicated arrangements with travel
companies and hotels, perhaps in a foreign language, and
then having to pay separately for each service. They can also
rely on the knowledge and experience of the tour operator
to choose the best services available. In addition the tour
operator, with thousands of customers, is in a position to
bargain with airlines and hotel chains to obtain lower prices.
How tour operators work
Advertising is an essential element in the work of the tour
operator, both through the mass media to attract the attention
of the public and through the distribution of leaflets and
brochures to provide detailed information about the products
they are marketing. Most tour operators distribute brochures
and sell their holidays through high street travel agents, who
receive a commission on the holidays they sell. Many large
tour operators also have their own high street outlets.
Increasingly they use the Internet to sell their products directly
to the public. They need to do market research to identify
new trends and continually offer updated packages and new
destinations to stimulate demand.
Types of tour operator
Large tour operators offer a wide variety of holidays to
the general public. However many of the smaller operators
are specialists in particular areas. They organize holidays
around special interests (for example trekking, safaris or
language learning) or for particular age groups (young single
people or retired people). Others may focus on particular
destinations (perhaps only Tuscany or China) or types of
accommodation (camping holidays or cottages).

1. Read the passage and fill in

the following labels in the
diagram (1-6).
• accommodation
• tourist
• travel agent
1 2 3
• transport
• services (e.g. guide)
• tour operator

2. Answer the following

questions.
1. What does a package tour
consist of?
2. In what ways can tourists
benefit from using a tour
operator?
3. How do tour operators sell
their package holidays?
4. In what ways do some tour
4 5 6
operators specialise?

18 SECTION 1 • PLANNING A TRIP

© Casa editrice principato
 The Best Way to Travel
✓ VISTA pioneered the idea of quality holiday tours to Europe over 40 years ago.
Since then we’ve developed and perfected the concept of vacation packages. Over
a million people have come back to us for a second or third vacation... or more!
Our clients’ repeat business is the best testimony to the incredible value and experience we offer.
If you’ve never taken a package vacation, consider this: travelling with VISTA is less expensive, more
comfortable, and far easier than going it alone.

✓ A VISTA package is carefully planned to make the best possible use of your time. Our team of experts has
refined our itineraries to combine the must-see sights with significant time on your own, offering more
choice and flexibility.
Once you’ve discovered the special advantages of travelling with VISTA, you’ll never want to travel any other
way again. VISTA is “The Best Way to Travel”.

3. Match the words / expressions (1-4) with the
correct explanations (a-d).
1. pioneered a. customers who
come back for more
2. repeat business b. essential things to
see
c. travelling
3. going it alone independently
d. were the first ones
4. must-see sights to develop
4. What evidence does the advertisement give to
show that…
1. the company has a long experience in
organizing holidays?
2. a lot of people have been satisfied with their
holiday?
3. a Vista Tours holiday can save the customer
money?
4. the holiday makes efficient use of the time
available?

CD A
5. Taskara Holidays is a small tour operator based in the north of England. It has won the Best
7 Travel Company prize, awarded by a national newspaper. Listen to an interview with Alison
Murray, one of the owners of the company, and complete the notes in the table.

COMPANY SPECIALISATION package holidays to 1. islands

SPECIAL INTEREST HOLIDAYS cooking, painting and 2. tours
TYPES OF ACCOMMODATION 3. accommodation + self-catering accommodation
NUMBER OF CLIENTS about 4. per year
COMPANY MANAGEMENT Alison and 5.
RATIO REPRESENTATIVES / CLIENTS one rep for 6. clients

6. What evidence is there that the company is successful? What reasons does Alison give to explain this
success?

UNIT 1 • THE TOURIST INDUSTRY 19

© Casa editrice principato
 practice

OUR STAFF
All the members of our team are dedicated to customer
satisfaction. We know the value of experience; for this
reason we ensure that our sales team travel to at least one
of our destinations every year so that you can benefit from
their first-hand experience. And we give full support: your

What’s in the Tour Manager will have the back-up of our expertly
qualified Duty Managers, who are on-call 24 hours each
day, every day to deal with the unexpected.

package?
OUR ITINERARIES
At Vista Tours we carefully research each destination,
excursion and hotel. We create itineraries that encompass
the best of the area, including all ‘must-sees’.
We recognize that a tour group is made up of individuals,
therefore we give you the opportunity to tailor your tour as
you desire. Optional excursions can be added at the time of
booking or later through the Tour Manager.

PLANNING OUR TOUR MANAGERS

We plan our tours by working on the itineraries up to 18
months in advance. We need to reach a minimum number
of passengers to be sure of a tour’s successful operation.
Therefore, if it is necessary to move your booking, we will
notify you in plenty of time (not less than ten weeks) before
the new departure date.
Tour Managers are personally selected for their knowledge,
experience, enthusiasm, professionalism, personality,
organisation skills and dedication. The Tour Manager will
meet you at the departure airport, will travel with you until
your return and will do everything possible to make your
holiday comfortable and enjoyable.

1. Read the extracts from a brochure produced by Vista Tours. Match the English
words / expressions (1-10) with their Italian equivalents (a-j).

11. encompass a. in anticipo

12. to tailor b. costi supplementari
13. in advance c. assicuriamo
14. booking d. compagnie di linea
15. we ensure e. pullman
16. back-up f. comprendono
17. surcharges g. supporto
18. refund h. prenotazione
19. scheduled airlines i. programmare appositamente
10. coach j. rimborso

20 SECTION 1 • PLANNING A TRIP

© Casa editrice principato
OUR PRICE GUARANTEE MEALS ON TOUR
Our price promise is simple - a guarantee against We realize that people have different eating habits, so,
surcharges, a promise never to increase the price. to avoid charging you for what you may not consume,
The price quoted at the time of booking will be the price we generally choose not to include a daily meal
you pay. in the cost of your holiday. Some train and cruise journeys
We are confident that our tours offer the best value at the may include meals as part of the service, otherwise
best price available. If you find an identical holiday for less we leave it your discretion when, where and how much
with another operator we will match that price, or, if you you eat!
prefer, cancel your holiday with a full 100% refund.
OUR FLIGHTS
OUR We only use the services of
ACCOMMODATION respected, scheduled
Your accommodation is airlines - chosen for their
carefully selected to offer a reliability and onboard
high standard of service, service. We are proud
comfort and amenities. of our partnerships
Each hotel selected has with British Airways,
been personally visited and Air Canada,
chosen with you and your American Airlines,
tour in mind. We are Qantas Airlines and
consistent with our choice United Airlines - each
of quality hotels; each lies offering the best
within the mid to high- service in their field.
grade hotel category. It is
sometimes necessary, for TRANSPORTATION
reasons beyond our ON TOUR
control, to change a hotel Whether your itinerary involves travel in planes, trains,
on some tours; if this ships, boats, coaches or a mixture of all modes of
happens, we ensure that transport, we have selected each transportation company
the alternative is of an for their service and reliability. Long-distance coach
equivalent or higher journeys are in air-conditioned luxury coaches, many
standard. offering washroom facilities.

2. Are the following sentences true (T) or false (F)? 3. W ORK IN PAIRS
a. You are thinking of booking a holiday with
1. All optional excursions must be booked Vista Tours but you haven’t seen their
in advance. T F
brochure. Prepare some questions to ask about
2. After booking a holiday, the price how the tours are organized:
is guaranteed not to change. T F
3. After booking a holiday, the departure date • flights • help from guides / managers
is guaranteed not to change. T F • hotels • extra costs
4. A Tour Manager can get help from the • meals • departure dates
Duty Manager at any time. T F • transport • optional excursions
5. The Tour Manager meets tourists when b. Your partner is the Vista Tours
they arrive at the destination. T F representative. Ask him / her the questions you
6. Vista Tours only use top-class 5-star hotels. T F have prepared. Then change roles and answer
7. The price of the tour does not normally your partner’s questions.
cover meals. T F
8. Vista Tours do not operate their own aircraft. T F

UNIT 1 • THE TOURIST INDUSTRY 21

© Casa editrice principato
 writing • Tourism
at Work - Extra

Describing an itinerary • www.principato.it,

risorse on line
page 6

AUTUMN IN NEW VERMONT

White
Mountains

ENGLAND Montpelier

Killington
North Conway

NEW
This three-day mini-tour is the perfect introduction Woodstock HAMPSHIRE
AT L A N T I C
to the scenic beauty and historical heritage OCEAN
of the magnificent New England region in the Bennington
MASSACHUSETTS
Boston

north-east of the USA. Berkshire

Hills
Old Sturbrigde Village

Stockbridge

D AY ONE D AY TWO D AY THREE

Our tour begins in Boston with a
sightseeing tour of New England’s
biggest city, the birthplace of the
American Revolution. Then head
west to Sturbridge, a recreated
village of the 1830s, where you can
explore the restored buildings and
streets. The final stop today is
Stockbridge and a visit to the Norman
Rockwell Museum to admire this
American painter’s artwork.
B OSTON
Today we drive through the scenic
Berkshire Hills and stop at
Bennington, with its covered
bridges and beautiful wooden
churches. Call at the Billings Farm
Museum, near Woodstock,
depicting farm life in the 1890s,
before arriving in the popular resort
of Killington. From here you can
take a cable car up to the mountain
peaks, with views as far as Canada.
B ENNINGTON
We travel north to Montpelier, the
capital of Vermont state, and enjoy
a short sightseeing tour of the
town’s fine architecture. Then we
enter the fabulous White Mountains
of New Hampshire, an area famous
for its forests of birch, oak and
maple trees. In the autumn the
leaves make a brilliant kaleidoscope
of yellows, browns, oranges and
reds. We pass Mount Washington,
the region’s highest peak, before
arriving in the picturesque resort of
North Conway.

T HE W HITE M OUNTAINS

1. Read the itinerary and mark 2. Fill in the gaps in the table.
the route on the map. Then
answer the following questions. PLACE ACTIVITIES / ATTRACTIONS
1. famous sights from the American Revolution
1. Where is the New England
region? 2. recreated 19th century village
2. What are the two main STOCKBRIDGE 3.
reasons for tourists to visit 4. beautiful wooden churches
this region? WOODSTOCK 5.
3. What is the most important 6. cable car ride into the mountains
city in this region?
7. architectural sightseeing tour
4. What is the highest mountain
in the region? WHITE MOUNTAINS 8.

22 SECTION 1 • PLANNING A TRIP

© Casa editrice principato

3. Use the following notes to
prepare a similar itinerary for
An art tour of Tuscany.
a. Write a brief introduction.
b. Prepare a programme for a
three-day tour and describe
the activities for each day.
AN ART TOUR OF TUSCANY
3-day tour: visit beautiful Tuscan
scenery and admire magnificent art
PLACES THINGS TO SEE / DO
SIENA fascinating medieval
town
• Piazza del Campo
(wonderful central
square)
• Palazzo Pubblico
(graceful Gothic
town hall)
PISA splendid architecture
• the Duomo
• the unforgettable
Leaning Tower
FLORENCE one of the world’s art
capitals
• the Duomo
(dominates the city)
• the Uffizi (superb
collection of art)
• Palazzo Pitti
(home of the Medici
family)
• time for shopping
and sightseeing
UNIT 1 • THE TOURIST INDUSTRY
UNIT TEST
1. Read the definitions and complete the words.
1. part of the coast where the land
forms a curve so that the sea is
surrounded by land on three sides b_ _
2. a large hole in the side of
a mountain or cliff c_ _ _
3. a place where a river suddenly falls
down over a cliff or rock w_ _ _ _ _ _ _ _
4. a large area of rock or a mountain
with a very steep side, often at the
edge of the sea c_ _ _ _
5. an area of low flat land that
is always very wet or covered
with water s____
6. a large mass of ice which moves
slowly down a mountain valley g_ _ _ _ _ _
7. a deep narrow valley with very
steep sides g____
8. a small narrow river usually
in the mountains s_____
2. Answer the questions.
1. What important innovations did Thomas Cook introduce
for travellers?
2. What were the main reasons for travelling in the Middle
Ages?
3. What was the Grand Tour?
4. What effects did the Industrial Revolution have on travel
and tourism?
5. What does a ‘package holiday’ usually consist of?
6. What are the main advantages for the customer of using a
tour operator?
7. What are the English names for:
a. Francia, Germania, Spagna, Giappone, Russia, Irlanda,
Scozia?
b. the capital cities of these countries?
c. the most famous cities in Italy?
8. Fill in the gaps using the where it is needed.
a. Brazil is largest country in South
America.
b. River Thames flows into English Channel.
c. St Patrick’s Cathedral is on Fifth Avenue in
New York, near Central Park.
3. Give a short explanation or description.
• The role of the tour operator.
• A typical package tour to Italy.
• The most important developments in tourism in the 20th
century.
23
© Casa editrice principato
UNIT
TRAVEL
2 ARRANGEMENTS
INFO-FILES

Preparing to travel
Identity documents country. Many countries have mutual agreements, for example
A passport provides proof of identity and nationality. between the USA and Italy, so that their citizens do not need a
Passports are valid for up to 10 years and enable visitors to visa. EU states within the Schengen group (including Germany,
stay in a foreign country for 3 months. EU citizens can use a France and Italy) have joint visas valid for travel in all of them
national identity card instead of a passport inside the EU. and there are no border immigration controls between them.
Some countries also People who plan to drive in
require a visa, a foreign countries may need an
stamp on the passport international driver’s license.
indicating that a
government official Customs
has approved it. This Customs and duty-free
is the case for EU restrictions vary around the
visitors to Russia for world. There are often controls
example. A visa may on the import of food and
be obtained, before agricultural products while drugs
travelling, from the and firearms are contraband goods almost everywhere. If you
foreign embassy or need drugs for medical reasons, it is a good idea to carry a
consulate or at the copy of the doctor’s prescription to show customs officers.
point of entry to the There are usually limits on imports of alcohol and tobacco.

CD A
1. Answer the questions in the quiz. Then listen and
8 read the information and check your answers. QUIZ

H OW MUCH DO YOU KNOW ABOUT TRAVELLING ABROAD ?

1. What documents does an Italian need to travel to Britain?
passport visa Italian identity card
2. What documents does an Italian need to travel to the USA?
passport visa Italian identity card
3. What documents does an Italian need to travel to Russia?
passport visa Italian identity card
4. Which of the following goods are normally restricted when passing through customs control?
alcohol perfume tobacco jewellery
5. For which of the following diseases do travellers in tropical regions often need vaccination?
AIDS malaria typhoid bronchitis
6. Which activities are usually excluded from standard travel insurance policies?
climbing driving skiing swimming
7. What is the safest way to carry money abroad?
cash in dollars cash in local currency traveller’s cheques
8. Where is the best place to change money into foreign currency?
airport bank hotel travel agency

24 SECTION 1 • PLANNING A TRIP

© Casa editrice principato
 Health and insurance
Some countries, especially in tropical regions, require travellers
to show a vaccination certificate against certain diseases,
such as cholera, hepatitis, typhoid, tetanus, malaria and yellow
fever. Government health departments can inform travellers
about infected areas.
EU citizens are covered by
reciprocal health
agreements for emergency
medical treatment
throughout the EU. They
should carry the European
Health Insurance Card.
However, it is advisable for
all travellers to have private
travel insurance covering the cost of medical treatment and
also the loss of possessions or money. Dangerous activities,
such as skiing, climbing and scuba diving, are usually excluded,
but can be added by paying a supplement.
Money
Traditionally the safest way to carry money is in the form of
travellers’ cheques in euros, pounds or dollars. These are
available from banks for a commission (normally 1%) and can
be used to pay bills in hotels and shops or can be changed
into the local currency in a bank.
If the cheques are lost or stolen, the serial numbers should
be reported immediately to the local office of the issuing
company (for example American Express or Visa) and they
will replace the missing cheques within 24 hours.
Most hotels, shops and restaurants in tourist areas accept
major credit cards, such as Visa and American Express.
Using a PIN (personal identification number), cards can also
be used to withdraw money from automatic cash machines
in the street.
Banks are usually the best places to obtain cash in foreign
currency. Other foreign exchange bureaus often charge a
higher commission and offer a less favourable exchange rate.

2. Which documents do the 3. Find words / expressions in the text that correspond to the
following sentences refer to? following definitions.

1. It allows EU citizens to 1. a group of EU countries which do not have border immigration

receive emergency medical
treatment in other EU
countries.
2. It allows you to buy certain
restricted medicines or drugs
from a chemist’s.
3. It enables you to drive a car
while you are in a foreign
country.
4. It indicates that you have had
an injection to protect you
from certain diseases.
5. It proves who you are and
what nationality you are.
controls between them
2. an office where you can change money from one currency into
another
3. the code that you must use with a credit card to get money from an
automatic cash machine
4. a cheque that is recognized in many different countries and can be
used to pay for things or be changed into the local currency
5. a percentage of money that is automatically paid to an institution,
such as a bank, in exchange for its services
6. an extra charge that is added on to the basic payment
4. Your partner is planning a trip to the USA. Give him / her some
advice about:
• documents • insurance • money

UNIT 2 • TRAVEL ARRANGEMENTS 25

© Casa editrice principato
 VOCABULARY
Luggage, money
and personal articles
3
CD A
1. Match the words
below with the
9
photographs and then listen and
check your answers.
P RONUNCIATION : listen
again and repeat the words.

4
2
1

5
briefcase pocket 7
handbag rucksack
handle shoulder bag 6
holdall suitcase
label trolley

CD A
2. Match the words
10 below with the 4
photographs and then listen and
check your answers.
P RONUNCIATION : listen
again and repeat the words. 2 3

5 6

banknotes purse 8
chequebook ticket
coins traveller’s cheque
credit card visa
driving license wallet 9

26 SECTION 1 • PLANNING A TRIP

© Casa editrice principato
 3. In what situations would you use different types of bags? What do you usually
carry on a long journey apart from clothes? Make a list and then compare it with
lists made by other students.

4. Choose the correct definition (a-g) for each word (1-7).

1. currency a. a contract with an insurance company
b. a document in which a doctor describes the medicine
2. embassy
that a patient needs from a chemist’s
3. exchange rate c. a list of goods or services bought showing how much
8 money was paid for them
4. fee
d. money paid in exchange for a service
5. invoice e. the building used by diplomats to represent their
government in a foreign country
6. policy
f. the type of money used in a particular country
7. prescription g. the value of one currency compared to another

5. Fill in the gaps in the sentences using the following words.

• charge • ensure • expire • insure
• supplement • vaccination • withdraw
1. Check on the embassy’s website to that you have all the documents
required.
2. The company refused to my grandfather because of his medical
condition.
10 3. If you want to include cover for skiing accidents in the policy you have to pay a
.
4. I need to renew my passport; it’s going to in 3 months.
5. You will need to have a against malaria before you travel to Africa.
6. The consulate will a fee of 50 euros for issuing the visa.
7. It is possible to money from automatic cash machines using a
credit card.

6. Complete the missing words in the following sentences.

1. D -f goods are things that you can bring into a country without
paying tax.
7
2. At the border the c o asked me to open my suitcase.
3. The visa is only v for 6 months; after that you have to leave the country.
10
4. The bank charges a c of 1% for issuing travellers’ cheques.
5. EU citizens can use their i c to travel to other EU countries.
6. You can change euros into dollars at a f e bureau.
7. Britain has an embassy in Rome but there is also a c in Milan.

UNIT 2 • TRAVEL ARRANGEMENTS 27

© Casa editrice principato
 speaking
Using the telephone
CD A CD A
1. Number the following 2. Fill in the spaces using the following
11 sentences in the 12 words. Then listen to the recording
correct order to recreate to check.
a short telephone
conversation. Then listen • extension • hello • hold • put
to the recording to check. • speaking • that • this • through

a. Could you tell me

your name, please? RECEPTIONIST Good morning. Inter Holidays.
b. Good morning.
Horizon Tours. Can I REBECCA Can you 1. me through to
help you? 2. 149, please?
c. I’m sorry. I’m afraid the RECEPTIONIST 3. the line, please. I’ll put
line is engaged. Would you like to you 4. .
leave a message?
MR TAYLOR 5. . Sales department.
d. Just a moment, please, Mr Simpson, and I’ll
put you through. REBECCA Is 6. Mr Taylor?
e. No, that’s all right. I’ll ring back later. MR TAYLOR Yes, 7. .
f. I’d like to speak to Mrs Clark, please?
REBECCA Good morning. 8. is
g. Thank you. Rebecca Harvey from Paris Travel.
h. This is Gary Simpson from Mazda Travel.

CD A
3. Listen to a telephone conversation in which a customer books a holiday through a travel agent.
13 Fill in the details in the booking form.

SPENCER TRAVEL AGENCY - RESERVATIONS

Holiday destination
Tour operator / catalogue no.
Number of nights
Number of travellers
Name(s)
Contact telephone no.
Departure airport / flight
Departure date / time
For a PAIRWORK ACTIVITY
Type of accommodation on a telephone conversation,
turn to page 248.

28 SECTION 1 • PLANNING A TRIP

© Casa editrice principato
 study Point
TELEPHONE LANGUAGE

4. W ORK IN PAIRS 1. When answering the telephone, people

usually give a greeting and say the name of
the company or the department. Expressions
like Can I help you? are also commonly used.
SKY TRAVEL Good afternoon. Stella Travel. Can I help you?
Special holiday offer 2. Internal telephone numbers are called
7 nights on Lake Garda, Italy extension numbers. Notice the use of the verb
Just £349 put through to ask for a connection and the
expression Hold the line to ask people to wait.
phone now for details: 091-294545 Could you put me through to extension 423,
Sky Travel, Gate Street, Glasgow please?
Hold the line, please.
A connection may not be possible because
the line is engaged / busy. Notice that people
often use the verbs ring or call instead of
telephone.
I’m sorry, the line is engaged at the moment.
Can I take a message?
No, thanks. That’s okay. I’ll ring back later.
3. On the telephone people tend to say This is…
and Is that…? instead of I am… and Are
you…?.
Notice the use of Speaking to confirm identity.
STUDENT A
Is that Mrs Taylor?
It’s the end of July. You see the advertisement
Speaking.
above in your local Glasgow newspaper.
Oh, hello. This is Tim Hardy from United
Telephone Sky Travel and find out about:
Assurance.
• location
• dates
• accommodation
• flights PRACTICAL TIPS FOR USING THE TELEPHONE
• special conditions
• Speak clearly. Do not eat, drink, chew
STUDENT B gum or smoke while on the telephone
You work for Sky Travel. Answer your partner’s because this makes understanding more
questions about the holiday. difficult.
• Holiday Seven nights at Peschiera on Lake Garda in
• Listen carefully. Do not interrupt when
northern Italy
the caller is talking.
• Hotel Albergo Bardolino*** (in the town centre);
bed and breakfast + evening meal • Take notes. Write down full details of
• Dates 14 August – 21 August what the caller needs, especially if the
• Flights 14 Aug: Glasgow – Milan Malpensa message is for someone else.
(British Airways 09.35 - 10.45) • Explain what is happening. If you
21 Aug: Milan Malpensa – Glasgow transfer the caller to someone else,
(British Airways 18.45 – 21.55) say what you are doing.
• Conditions £349 per person; minimum two people,
sharing twin bedded room

UNIT 2 • TRAVEL ARRANGEMENTS 29

© Casa editrice principato