INSURANCE OPTIONS

→ Third-party liability= Seguro a terceros

→ Collision damage waiver= Daños a la carrocería (que esten  excess)
→ Holiday auto damage excess waiver = No pagas nada
→ Comprehensive insurance= Seguro a todo riesgo
→ Theft protection = Protección contra robo
→ Cancellation protection
→ Windscreen replacement cover
LETTER OF ENQUIRY CONTESTACIÓN (LETTER OF ENQUIRY):
(Recipient’s address) Hotel Tryp Rey Pelayo
Avenida Torcuato Fernández Miranda, 26
Mr John Hutchinson
Dear Sir/ Madam, 33203 Gijon, Spain
The institute “_____” is intending to hold its forthcoming conference on “The Secret Dartmoor Street, 12 www.hoteltryp.com
Services of Post-Cummunist Europe” in Berlin from 27-30 November next year. Winchester, UK, 8YI76X 0034 678 298 900
I would be grateful if you would let me know whether your hotel would be in a Ref. Double room reservation, May 3rd-5th April 5th, 2021
position to host this conference and provide me with a description of your facilities
and tariffs for approximately 100 delegates. Dear Mr Hutchinson,
I look forward to hearing from you.
Faithfully, Thank you for your letter of April 2nd. I am writing to you to confirm that we have a
(signature) Mr.David Murray double room available for May 3rd-5th, 2021, as you requested.
Conference Coordinator. All our rooms have en-suite facilities, air conditioning and views over gardens.
CONTESTACIÓN (LETTER OF ENQUIRY): Besides, they are very spacious and bright. The hotel also has a restaurant, rooftop
bar, gym, 24-hour room service and disabled access. Please find enclosed our
Frederick Hotel brochure, which gives further details of the hotel.
School of European Studies
12, Hans-Platz The rate per night and person is €50, and includes accommodation and full board. I
5, Rolfe Street
Berlin would be most grateful if you could write back to confirm the reservation.
London
35LH779 I am looking forward to hearing from you soon.
WC2 12X
Tel: 835-736-5472 Sincerely, (signature) Mr José López. Manager. Hotel Tryp Rey Pelayo
Ref #: 0049818
December 3rd
Dear Mr David Murray
LETTER OF APOLOGY (1)
I am writing in response to your letter of 2 December. On behalf of the Frederick Dear Mr Petersen,
Hotel, I would like to thank you for considering us to host your event. I am pleased to We were very sorry to hear that you were unhappy with the Safari Experience
inform you that our hotel would be able to host the conference on the dates needed. Hotel. We always try to make all our guests feel welcome and to provide a quality
Our hotel has enough meeting and banqueting space to host 100 guests. It offers 17 service at all times.
air-conditioned conference rooms with magnificent interpretation and translation We have spoken to the staff involved and it seems that we were fully booked at the
service and 7 seminar rooms. In addition, we could host all the delegates in our single time you stayed. Unfortunately, our usual safari guide was unwell, but has now
and double rooms and suites, all air-conditioned with en-suite facilities. returned to word. In addition, a number of our staff were not on duty because of
The Frederick hotel also has a swimming pool and a sauna, 4 restaurants and bars, and the local holiday. We also take note of the fact that we need to improve our
a multi-storey car pack with capacity for 240 cars. facilities.
The main aim of our hotel is to provide our guests with dependable service at
reasonable prices. The price for 100 delegates, including full board and use of the Please find enclosed our new brochure with the correct prices and times for safari
conference facilities for three days, would be €30,000. excursions.
If you have any questions concerning accommodation or facilities, please feel free to We would like to offer you a double room for one night at no charge in
contact us. compensation. Once again, we apologise for any inconvenience and hope you will
We look forward to hearing from you soon. stay at the Safari Experience Hotel in the future.
Sincerely,
(Signature) Yours sincerely, (signature) Ms. Paula Morgan Manager
Ms. …… Reservations Manager
LETTER OF COMPLAIN
Dear Sir/ Madam,
I am writing to complain about my recent flight with your airline. The flight was UK789
from Leeds to Budapest via Frankfurt on May 13th 2001.
Firstly, the flight, which should have taken off at 10 a.m., was delayed until 1 p.m.
Although I can accept the delay was not your fault, we were not given ani information
until 12 p.m.
Secondly, during all this time we were not offered any refreshments. Thirdly, because
of the delay, I missed my connection to Budapest. This meant that I missed a vital
meeting, which was the whole reason for my trip to Budapest. Finally, your staff both
at Leeds airport and on the plane, itself were extremely rude and unhelpful.
I filled in a complaints form when I finally arrived in Budapest, which you may already
have received, and I expect to receive a full refund for the price of my ticket. I look
forward to hearing from you in the very near future.
Your faithfully,
DESCRIPCIÓN DE UN HOTEL
Hotel Madrid has a central location (or is centrally-located). The Thyssen museum is
200 meters from the hotel and Puerta del Sol, 300 meters.
The hotel has 160 rooms (100 double rooms, 30 single rooms and 30 twin rooms) all of
them have a complete private bathroom. The rooms are equipped with air
conditioning, free Wi-Fi, pay TV and Blue-Ray player. In the bathroom there are
toiletries and hairdryer at guests' disposal.
The hotel offers a rooftop cocktail bar and a restaurant, the Madrid Foodie, where
Alberto Jimenez is the head chef. It also has gym, outdoor swimming pool and
parking.
Hotel Madrid has 24 hours reception service, left luggage facility, currency exchange
and airport transfers.
Pets are allowed.
LETTER OF APOLOGY (2)
Dear Ms Wheeler,
We were very sorry to hear that you were unhappy with the flight of our airline. On
behalf of UK Airtours, we would like to extend our apology for the inconvenience
you experienced as a result of the delay of Flight UK789 on May 13th, 2001. We
always try to make all our customers feel welcome and to provide a quality service
at all time.
Unfortunately, the aircraft had technical problems and was grounded 50 minutes
approximately, which caused a delay in its departure. In addition, weather
conditions in the northwest of London created flight delays and cancellations across
the country.
Firstly, thank you for bringing this matter into our attention. I was
particularly surprised to hear that our staff wasn’t able to provide the necessary
assistance in a timely manner, like the information or refreshments to the
passengers during the delay. I have checked the feedback from the other
passengers on the flight, and all of them have described the attention as “limited”.
All members of our staff try their best to offer optimal information and care so it’s
disappointing to hear that they didn’t perform their duty appropriately.
I was extremely concerned to hear that you found our staff unhelpful and even
rude. I have spoken to the staff involved and they are not having been rude. They
nevertheless apologize. I can assure you that we will continue to monitor their
performance very closely and we guarantee that such incidents will not occur in the
future. We also take note of the fact that we need to improve our service.
Please accept my apologies for the problems you experienced. As a sign of
goodwill, I would like to offer you a discount voucher of 60% off your next flight
should you book with UK Airtours again. Once again, we apologise for any
inconvenience and hope you will fly with our company in the future.
Your sincerely,
(signature)
Ms. Katrine Johansson
Customer service’s Manager
LETTER OF APOLOGY (3)
Dear Mr Hunker,
Thank you for your letter of 15th May regarding your recent holiday. I was very sorry
to hear that you were disappointed with the service we provided.

I have now had the chance to fully investigate the matter. I was particularly surprised
to hear that you found the food unsatisfactory. I have checked the feedback from
other guests and all of them have described the food as excellent. Korean food is of
course very different from western food, but we try to ensure our guests have an
authentic experience.

Food is always prepared from fresh ingredients. This may take some time, and I fully
understand that this can be difficult for some of our guests.
The problem of the overbooking in the Seoul hotel was very unfortunate and I
apologize for this. However, I am assured that the replacement hotel was not far from
the city centre and that it was in a safe area with good police security.

I was extremely concerned to hear that you found our staff unhelpful and even rude. I
have spoken to the rep involved and she is not aware of having been rude. She
nevertheless apologizes. I can assure you that we will continue to monitor her
performance very closely, and that of her colleagues.

Please accept my apologies for the problems you experienced. As a sign of goodwill, I
would like to offer you discount voucher of 20% off you next holiday should you book
with our company.
Your sincerely,
(signature)
Ms. Katrine Johansson
Customer service’s Manager
 INTERCITY HOTEL MADRID HOTEL LAS PALMERAS (TENERIFE)

This modern hotel in the city centre, styled for the international business traveller’s The Las Palmeras hotel is located in Playa de las Americas, surrounded by generous
needs, is within walking distance of the city’s busy fairground and the financial district subtropical gardens with direct access to the seaside-promenade and only 15 km
with its characteristic skyscrapers, and offers guests free use of all Madrid public from the airport.
transport, including the return trip to the airport.
HOTEL FACILITIES FOOD AND DRINK:
 GENERAL SERVICES In the hotel you can find the “Las Palmeras” restaurant, where there is a buffet with
→ Dry Cleaning/ Laundry Service show cooking, a Barbecue Restaurant near the swimming pool, a Pool Bar, the “Big
→ 24-Hour Front Desk Ben” Bar, which offers evening entertainment, a Piano Bar in the Hall, and the
→ Safety Deposit Boxes “Ballena Bar”, a snack-bar near the beach.
→ Left Luggage/ Storage Facilities SPORTS AND LEISURE:
→ Restaurant The hotel has two swimming pools (one heated in winter) with special section for
→ Lounge/Bar children, there courts, ping pong, and billiards.

 BUSINESS FACILITIES FACILITIES AND SERVICES:

→ Meeting Facilities Hairdresser, free Wi-Fi, private parking, souvenir shops, car rental, currency
exchange, room service, meeting rooms, games room, room service.
→ Secretarial Services
→ Internet access
→ TV & Video hire
 RESERVATION DETAILS: ACCOMMODATION
HOLIDAY BOOKING FORMS
CUSTOMER DETAILS: Meal basis:  flight only  accommodation only.  B&B  Half board  Full board
Title: Mr/ Mrs/ Ms: Name of accommodation:
First Name: Middle name: Family name: Type of accommodation:  resort.  hotel/ B&B.  Apartment
Nationality: Passport/ ID no.: Check-in: Check-out: No. of nights: No. of rooms:

Address: Type of room:  single.  double.  twin.  family.  dormitory

Town/City: Postcode: Country: Bathroom:  private.  shared.

Daytime tel. no.: Evening tel. no: RESERVATION DETAILS: SPECIAL REQUIREMENTS

Mobile tel. no.: Email address: Special dietary requirements:  No.  Yes (specify: )

No. of people in party: Adults: Children aged 2-12: Accessible room:  No.  Yes

− Person 1 in party: Title, first name, address, etc… Relevant medical condition:  No.  Yes (specify: )
− Person 2 in party: Title, first name, address, etc…

RESERVATION DETAILS: OTHER SERVICES

RESERVATION DETAILS: FLIGHTS Airport transfers:  No.  Yes (specify ETA: ; Terminal: )
Date of outward journey: Flight: Car parking:  No.  Yes
Departure: Airport: Terminal: Car hire:  No.  Yes
Arrival: Airport: Terminal:
Excursions:  No.  Yes (specify: )
Ticket type:  economy.  business
Insurance:  No.  Yes (specify type of policy: )
Date of return journey: Flight:

Departure: Airport: Terminal:

Arrival: Airport: Terminal:

Ticket type:  economy.  business

 PERSONAL DETAILS
PAYMENT DETAILS: Name:
Method of payment: Address: 31, San Agustin Avenue, Avilés 33401
Telephone: 087 52259 2331
 credit/ debit card  bank transfer  cheque Email:
 cash Nationality: Spanish
Date and Place of birth: 15th November 1999 (Avilés, Asturias)
CREDIT/ DEBIT CARD TYPE:  MC.  VISA.  OTHER (specify: )
PERSONAL STATEMENT
Name of card holder:
I am hard- working and enthusiastic tourism graduate who is looking for a position
No. CVV: Expiry: with an international travel agency.

DEPOSIT EDUCATION/ EMPLOYMENT HISTORY

2016-2018 Certificate of Higher Education in Hospitality and Tourism
Date due: Balance due:
2018- 2021 Degree in Tourism at the University of Oviedo.
FULL PAYMENT
EMPLOYMENT HISTORY/ EDUCATION
Date due: Balance due: 2019-date in UEvents- Event planner and coordinator- Started as trainee, promoted
within six months.

LANGUAGES
Spanish (mother tongue), English (fluent) French (good), German (good)

INTERESTS AND HOBBIES

Due to my job being within the Travel and Tourism field, I have a natural urge to
explore the world, visit new cities and learn about as many cultures as I can. I have
extensive knowledge of some of the biggest cities in the world and I love to share
this knowledge with family and friends.

REFEREES
Juan Baragaño, Marketing Director, UEvents
Francisco Suarez, Mentor, School of Hospitality and Tourism in Gijón