TADL 2 Course Book

PART 1
IN-CLASS TRAINING
UNIT 1 TOURISM
GET IDEAS
1. What images spring to mind when you hear the word „tourism?
2. What factors are essential for tourism industry? Brainstorming
people
TOURISM INDUSTRY
Choose the words from the list below to help you
1. pleasing weather 5. amenities 9. guide/ escort facilities

2. scenic attractions 6. accommodation 10. basic medical facilities
3. historical and cultural 7. safety and 11. electricity
factors security 12. water
4. accessibility 8. other factors 13. communication system
Did you know
Three forms of tourism

Unit 1. What is tourism?
In 1994, the United Nations identified three forms of tourism in its

Recommendations on Tourism Statistics:
 Domestic tourism, involving residents of the given country
traveling only within this country
 Inbound tourism, involving non-residents traveling in the
given country
 Outbound tourism, involving residents traveling in another
country
2
3. Jobs in tourism
pilot waiter travel consultant
tour guide resort rep airline check-in clerk
flight attendant chef receptionist
tourist information officer porter
travel agent hotel manager
What jobs do the people in the pictures do? Choose from the list.
1 2 3
4 5 6
7
8 9
 Put the other jobs into categories, for example, travel jobs, hotel jobs.
 How many different categories are there? Can you think of other tourism jobs
for each of the categories? If you don‘t know the name, describe or mime
what the person does.
 What is the best job in tourism in your opinion?
3
VOCABULARY 1 Adjectives for job skills
With a partner, look at the adjectives for describing people.
calm friendly flexible

nervous lazy smart
disorganized creative confident
scruffy practical organized
extrovert shy hardworking
unfriendly motivated experienced
1. Find six pairs of opposite adjectives.

2. Choose one of the jobs in GET IDEAS. Say which three qualities are the most
important.
3. What is your working

style? Look at the QUESTIONNAIRE
questionnaire and tick the Qualities
qualities and skills which
describe you. I am
smart  extrovert  hardworking 
4. Discuss your answer
flexible  organize  practical 
with a partner. creative  friendly  confident 
5. Which three skills are Skills
most important for a career I enjoy meeting new people. 
in tourism? I enjoy working as part of a team. 
I like working independently. 
I am good at explaining things. 
I am good at dealing with people. 
I can make people relax. 
I am able to do more than one thing at the same 
time.
I like working under pressure. 
I know how to use computers and technology. 
I feel confident about dealing with money. 
I am willing to work long hours. 
I am good at languages. 
4
LANGUAGE SPOT
+ infinitive + _ing or noun
Describing job skills
I can make people I enjoy meeting
1. Look at the sentences for relax. new people.
describing job skills and abilities.
I know how to use I like working
2. Complete the paragraph. computer. independently.
Choose from the words in the list.
I am willing to work I am good at
be / being long hours. languages.
understanding / understanding
I am able to do I feel confident
smile / smiling use / using
more than one thing about dealing
speak / speaking work/ working at the same time. with money.
So do you want to work in tourism?

What do you have to do? What do you need to know?
In most tourism jobs you have to enjoy (1) …….. with people - not just the
customers but your colleagues as well. You have to be able to (2) …….. as
part of a team. You have to know how to (3)…….., even if you‘re having a
bad day. It‘s also important to be able to (4)……… clearly on the phone.
In many jobs you need to be good at (5) ……… people with different
languages and cultures, and you need to be confident about (6)……….the
languages that you know. Sometimes, especially if you work in an office,
you have to know how to (7)……… computers. It‘s also important to be
flexible, and you often have to be willing to (8)………long or unusual
hours. But most of all you have to like (9)……….with people.
He or she has to…

TIME TO SPEAK 1 It would be interesting to…
It would be awful to have to…

Something I wouldn’t enjoy is…
1. Discuss these questions about job dutiesAnother thing he or she as to do

is…
 What does a local rep have to do?
 What are three things you might enjoy about
100 the work?
 What are three things you would not enjoy80about the work?
60 East
West
40
North
20
5
0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
2. Look at these following cards. Talk about the job duties.
CARD 1 Local Resort Representatives

Sun spa resort Quang Binh is looking for
representatives.
The reps‟ duties will include:

 Meeting clients at the airport and escorting
them to the resort.
 Holding welcome parties for each group on
the day after their arrival.
 Organizing and escorting coach excursions
to local places of interest.
 Answering clients‘ questions and dealing
with their problems.
 Assisting clients who cannot speak the local
language.
 Escorting clients from the resort to the
airport at the end of the holiday.
 Being on call 24 hours a day to deal with
emergencies.
Please apply in writing, enclosing your CV,
to My Canh, Bao Ninh, Dong Hoi, Quang
Binh.
2. Compare your ideas with your partners.

CARD 2
Use the following suggested information and your own knowledge to
introduce the following job.
A Hotel Receptionist
 Must / be / friendly / smart

 Ability/ to / work / part of a team
 Have / good telephone manner
 Have / knowledge of computers essential
 Can / work / long hours (0800 to 1800) / six days a week
 Sometimes / work nights one week in four
6
TIME TO READ
Why do people travel?
1. Match the quotes with the
pictures.
a. I like to be active on 1 2
holiday - visit museums,
galleries, that sort of thing.
b. We spent last Christmas

in Hanoi - that's where my
son lives now, his wife's
Vietnamese.
3
c. We go to Pearl island in Phu Quoc

every summer. I just want to relax and
switch off and get some sun.
d. I want to see as much of the world as possible. I'm meeting up with a bunch of
friends next month and we're going hiking in the Fansipan, Vietnam.
e. I have to visit our sales offices in Ho Chi Minh city four or five times a year.
It's hard work, but I really like Notre Dame Cathedral.
4 5
2. Read the text. How many of the types of trip can you find?
3. Complete the table with the types of trip from the text.
7
Leisure tourism Business tourism ___________________
(VFR)
excursions  Travel for meetings,  _________
________________ ______________,  wedding
weekend breaks and trade fairs  a regular trip made
package holidays  ______________ every year
________________
hillwalking
________________
cultural trips
_________________
religious trips
3. Sharing experience about your trips in groups
Inside tourism: Reasons for travel

People travel for many different reasons. In the tourism industry we divide
the reasons for travel into three main categories: leisure tourism, business
tourism, and visiting friends and relatives (usually abbreviated to VFR).
Leisure tourism can mean anything from excursions, day trips, and weekend
breaks to package holidays, pleasure cruises, and longer independent trips
such as hillwalking or treks in the mountains. It also includes cultural trips
(for example, to music festivals), educational trips (for example, study
tours), and religious trips (for example, pilgrims on a walking tour to a holy
place).
Business tourism includes any travel away from one‘s main place of
residence, for such events as meetings, conferences, and trade fairs. It also
includes special trips when workers are given a reward or a ‗thank you‘ for
good work (this is known as an incentive tour).

Travel in order to visit friends or family relatives is also regarded as part of
the tourism industry. This could be for a special family party, such as a
reunion or a wedding, or a regular trip made every year.
Write down the last five trips you/ your friends made, and the reason.
8
Then put them into the categories described in the text
TRIP REASON
1. Hoi An weekend sightseeing trip
2.
3.
4.
5.
VOCABULARY 2
Reasons for travel

1. Match the words in A with the definitions in B.
A B
1.Sightseeing a A long hard walk lasting several days or weeks, usually

C in the mountains
2 Trade fair b Tour or excursion that leaves in the morning and
G returns the same evening
3. Study tour I c Visiting the famous places in a city or town
4. Trek d Trip, often to a city or countryside hotel, that includes
A
Saturday and Sunday
5. Conference e Religious or artistic celebration that comes at the same
F time every year
6. Wedding f Large official meeting, often lasting several days, for

members of an organization or company to discuss
L subjects related to their work
7. Pilgrimage g Large exhibition and meeting for advertising and selling
K a product
8. Day trip h Visit organized by an airline or tourist resort, etc. where
B tour operators and journalists can get to know the
9
facilities and services offered.
9. Festival i Trip to a country or an area that includes visits, lectures,
E
and classes
10. Weekend j Journey or holiday given to a worker or group of
break workers as a reward for good work
D
11. H k Travel to an important religious (or 'fam') trip place
Familiarization familielization
12. J l Ceremony where two people get married
Incentive tour
2. What is the purpose of each of the travel activities: leisure, business, or VFR?
3. Have you ever travelled for one of these activities? Tell your partner about it.
TIME TO LISTEN
Sustainable Tourism
Sustainable tourism is a new form

of tourism designed to meet the
needs of present tourists and host
regions while protecting and
enhancing opportunity for the
future making a low impact on the
environment, economy and local
culture.
You are going to listen to a representative from The Travel Foundation talking
about sustainable tourism.
1. Listen to the first part of the talk and decide the following statements are
true or false.
1. People have loved holidays abroad ever since they have enough time and
money to go.
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2. In 1968, Boeing introduced the 707 that make the number of international
tourist arrivals grow exponentially.
3. Today, there are over 1 and a half billion tourists.
4. The nature of tourism is unique among industries.
5. We sell a product that‘s not own by anyone and is shared among many.
2. Listen to the last part of the talk and complete the ideas below.
1. According to the speaker, tourism today operates in a (1)
__________market.
2. The mass development of tourism makes (2) ______________ degrade
and the opportunity to offer an enriched (3) ____________to customers is
missed.
3. Sustainable tourism will benefit the environment and (4)
___________living in the destination and of course, the customers.
4. The (5) _______________for sustainable tourism has got greater and
greater.
3. In your opinion, what should we do to help sustainable tourism

 as a tourist?
 as a tour operator?
4. Vocabulary
Sustainable tourism concepts and definitions
 Match the terms with the beginnings of their dictionary definitions
1. authenticity
a.
2. biodiversity
b.
3. guideline
c.
4. host
community
d.
5. mass tourism
6. optimum e.
7. principle
f.
8. stable
9. stakeholder g.
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10. sustainability
11. viable h.
12. values i.
j.
k.
l.
TIME TO SPEAK 2
What skills does a tourism manager need?
JIGSAW SPEAKING
Here is the list of twelve skills which might be important for tourism
managers.
Modern languages – especially French and English

Intercultural skills and awareness
IT skills
Operational finance skills, particularly in interpreting
financial data
Data interpretation skills
Numeracy skills in general
Presentation skills
Communication skills
Marketing and promotional skills
People management skills
Enterprise skills (innovation and creativity)

Skills to deal with risk and crisis
1. Work in pairs.
2. Choose the six most important skills for a tourism manager. Order
them from 1 to 6.
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Your ideas:
1
2
3
4
5
6
3. Work with another pair to form a group of four.

4. Tell each other the selection and order you produced.
5. Discuss your opinions of each other‘s order and selection, using the
language from Language spot. Agree on a new list of the six most
important skills.
6. Now repeat the discussion in 4
with another group of four,
making a group of eight. Agree
on a new list.
7. Finally, discuss your opinions

in the whole class and try to come
up with a list that you can all
agree on.
13
TIME TO WRITE
Vietnam fact file

1. Where can you find out fact and statistics on tourism in your country?
2. What are the names of the main tourism companies in your countries?
3. Find their websites and note down information on what they do, when they
were founded, what jobs they provide- and anything else that you find
interesting.
4. Complete the fact sheet for your country
Name of country / region: ____________________
Sources for information and statistics: _________

Website Location
National Tourism Board (office) _____________ _____________
Regional / local tourism office (TIC) _____________ _____________
Other useful website _____________ _____________
Sector Example Website Location Other

company information
(e.g. size, No of
visitors,
branches, etc)
Tourism
attractions
Transport
Accommodation
and Catering
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Tour operators
Travel agents
FOLLOW UP
Answer the following questions and then discuss in groups.
1. How important is tourism in your country?

2. What is the biggest tourist destination in your country?
3. What are the benefits of international tourism? Are there any drawbacks?
4. Should a government try to improve domestic tourism or try to attract
international tourists instead? Why?
5. What‘s the best way to travel when you visit a country: trains, cars, bicycles,
buses, or some other ways? Why?
6. What‘s the best way for a country to bring in more tourists?
7. How do you feel about tourists who visit your country?
8. Can you talk about tourism management skills?
15
SUPPLEMENTARY 1
PART 1- Forms of tourism
Read the article and answer the following questions.
1. Name some popular types of tourism.

2. What are the most favorite ones in your country? Why?
3. What are the differences between inbound and outbound tourism?
4. What is experimental tourism?
5. What is Alpha-tourism?
6. What type of travelling can you choose if you want to travel and play
hide-and-seek with your partner at the same time?
Forms of Tourism
Tourism is basically travelling to another destination for the purposes of
recreation, leisure, or business.
A person who travels to a destination and stays outside of where they usually
live for more than 24 hours but less than one year is recognized as a tourist by
the World Tourism Organization.
The type of tourism depends on the reason for travel. Travel can be to
destinations that are domestic or international.
Domestic tourism involves residents travelling only within their country.
Inbound and Outbound tourism both describe types of international tourism.
Inbound tourism involves non-residents travelling within a country.
Outbound tourism, involves residents travelling within another country.
There are also many other types of tourism that fall under a ―niche‖ or specialty
travel category. This category of travel has evolved in recent years, and
describes the various reasons why people travel for recreation, business or
leisure.
 Adventure tourism  Ethnotourism

 Agritourism  Extreme tourism
 Alternative tourism  Freehiking
 Backpacking  Garden tourism
 Bird-watching  Geotourism
 Culinary tourism  Health tourism
 Cultural Tourism  Heritage tourism
 Couch surfing  Hunting tourism
 Day tripping  Inclusive tourism
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 Dark tourism  Literary tourism
 Disaster tourism  Medical tourism
 Ecotourism  Nautical tourism
 Educational tourism  Pop-culture tourism
 Escorted tours  Religious tourism
 Excursions  Romance tours
 Voluntourism  Rural tourism
 Walking tour  Safari
 Whale watching  Self-guided tour
 Wildlife tourism  Space tourism
 Wine tourism  Sports tourism
 Sustainable tourism
Experimental tourism is a novel approach to tourism in which visitors do not

visit the ordinary tourist attractions (or, at least not with the ordinary approach),
but allow whim to guide them. It is an alternative form of tourism in which
destinations are chosen not on their standard touristic merit but on the basis of
an idea or experiment. It often involves elements of humor, serendipity, and
chance.
For example, Alpha-tourism - in which a tourist finds the first street

alphabetically on a map, and the last street alphabetically, draws a straight line
(or any other figure they desire) between them, and walk the path between the
two points.
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PART 2
Solutions to develop sustainable tourism
(TITC) – According to Mr. Nguyen Van

Tuan – General Director of the Vietnam
National Administration of Tourism,
during the last two decades, Vietnam
tourism has strongly grown; representing
an impressive annual growth of 12%.
However, the current tourism
development still faces many challenges,
especially the competitiveness of
destinations and sustainability.
In order to form effective policies for responsible tourism in Vietnam, on

November 14, 2013, the Conference on Responsible Tourism Policy that took
place in Da Nang attracted 200 delegates from Vietnam‘s tourism industry,
private, public and NGO sectors. This conference was organized by the EU-
funded Environmentally and Socially Responsible Tourism Capacity
Development Program (ESRT) under the guidance of the Ministry of Culture,
Sports and Tourism and Vietnam National Administration of Tourism.
Impressive development of “smokeless industry”
Vietnam tourism achieves positive results in terms of scale, diversity and
quality. Infrastructure in general and tourism infrastructure in particular are
improved significantly; air, waterway, road traffic systems have been invested
continuously; several tourist destinations and areas have been formed and the
country has 46 national tourist areas, 41 national tourist spots, 12 tourist cities
and other local tourist spots, areas. Tourism‘s human resource has been
developing constantly.
Responsible tourism creates the sustainability
To overcome the challenges that affect sustainable tourism development, at the

conference, the delegates gave proposals to develop effective policies for

responsible tourism in Vietnam. Responsible tourism is understood as the
responsibility of the organizations and tourists in terms of economic, social and
environmental aspects in all tourism activities including defining policies,
planning and exploiting natural resources, developing products, organizing
business and serving tourists.
In order to create the sustainability for tourism sector, responsible tourism policy
should be institutionalized in the Tourism Law and the legal documents guiding
18
the implementation of the Tourism Law, also be integrated in the strategy,
programs, projects and plans for tourism development.
(Adapted from http://vietnamtourism.gov.vn)
Read the article and decide the following statements are true or false.
1. During the last two decades, Vietnam tourism has strongly grown;
representing an impressive annual growth of 22%.
2. November 14, 2013, the Conference on Responsible Tourism Policy
was taken place in Ha Noi.
3. There were more than200 delegates attending the conference.
4. This conference was organized by ESRT.
5. There will have 46 national tourist areas, 41 national tourist spots, 12
tourist cities.
6. Responsible tourism is understood as the responsibility of the
organizations and tourists in terms of economic, social and environmental
aspects in all tourism activities.
7. The current tourism development of Vietnam is facing many challenges,
such as the competitiveness of destinations and sustainability.
8. The policy of responsible tourism has not been institutionalized in the
Tourism Law yet.
PART 3. Vocabulary enrichment
Building a brand in tourism
1. Complete the table
VERB NOUN ADJECTIVE

1 brand 2
3 4 fascinating
inspire 5 6
interact 7 8
9 perception 10
11 12 quantitative
13 rating rated
19
14 tracking 15
16 shading 17
18 19 welcoming
2. Match the beginnings in A with the endings in B
A
1. The local people are very welcoming and visitors want to …
2. Every year the Nation Brands Index measures …
3. Sadly, the U was least positively rated as ‗a place that…
4. Research known as Brand …
5. The country offers a combination of interesting history …
6. Visitors of different nationalities …
7. Although attributes are qualitative, it‘s …
8. Coloring or …
B
a. fascinating stories, tradition, and culture.
b. inspires me‘.
c. interact with them immediately.
d. perceptios of many different countries as holiday destinations.
e. quantitative analysis that tells us if people like an attribute.
f. rated different attributes in different ways.
g. shading are often used on graphs to hightlight key data or trends.
h. Tracking is used by NTOs to optimize their promotional campaigns
20
UNIT 2
SPECIALIZED TOURISM
GET IDEAS
1. How are these photos connected to tourism in Vietnam?
A B C
D E F
Unit 2. Specialized Tourism
2. Can you think of any

holidays that would include
these experiences?
H
21
TIME TO READ
What is niche tourism?

1. Read the text. Which is growing faster: mass tourism or niche tourism?
2. Do you know what all the „micro-niches‟ are? Which ones
1. are geared towards students and young people?
2. help tourist to find out about their ancestors?
3. get tourists working on environmentally-friendly projects?
4. involve being either a participant or a spectator?
5. involve eating and drinking?
3. Here are some more niches. What do you think each of them involves? Where
would you put them on the chart?
1. industrial
2. plane- spotting
3. cosmetic surgery
4. film trail
4. Match the niches in 3 with these extracts

from tour operator websites.
22
TIME TO LISTEN
Special requests
Listen to five dialogues between a

tourist and a guide. Unit 2. Specialized Tourism
1. Match each dialogue with one of

the tour logos
2. In each dialogue, what request is
the tourist making?
3. Will the guide be able to meet
the request?
23
LANGUAGE SPOT
Responding to special requests
1. Listen to the dialogue again and complete these phrases.
1. That …………….be a problem.
2. Sorry, you ……………….
3. You ………………..remove them.
4. Of course. No ………………
5. I don‘t see …………….There …………..be a problem if ………….
6. You …………..need to pay something.
7. I‘m not …………..
8. We …………….be able to make arrangements.
2. In which of the phrases is the guide saying
a. definitely yes?
b. probably yes?
c. possibly yes?
d. definitely no?
3. Which of the modal verbs a-e mean the following?
1. It‘s a possibility
2. It‘s against the rules
3. It‘s impossible
4. It‘s unlikely
a. Can‘t
b. May
c. Might
d. Mustn‘t
e. Shouldn‘t
TIME TO SPEAK 1
Four specialized tours

1. Work in pairs. What do you think these specialized tours involve? Where
could they take place? What special services might tourist require?
1. Adventure sports-diving
2. Life-seeing tourism
3. Medical tourism
4. Genealogy tourism
2. Find out about the tours. Tell each other about the tours.
24
Student A
ADVENTURE SPORTS – DIVING

Diving in the tropical waters of the Indian Ocean around the Maldives.
Diving takes place every day, and all levels from beginners to advanced are
catered for.
Experienced divers can also train as diving instructors.
Other extreme diving destinations include the Arctic region of northern
Russia for ice-diving (diving under the ice).
MEDICAL TOURISM
Going to another country for medical treatment, perhaps because the cost is
cheaper or the service better and quicker.
Treatments can include fairly major operations, but cosmetic surgery and
treatments are more common-facelifts, botox injections to forehead and eyes
(to reduce appearance of ageing), collagen injections to lips, liposuction.
Most tourists coming for cosmetic surgery combine the trip with a relaxing
holiday, so warm countries with good beaches are very popular destinations,
in particular South Africa and Malaysia.
3. Match these requests for special services with the four tours in 1.
a. Visit a criminal court and meet a group of lawyers.
b. Get special access to records kept in the local Town Hall.
c. Go out on a trip to deeper waters.
d. Health spa with meditation classes.
e. Visit a traditional working farm to see how people worked a hundred years
ago.
f. Consultation with a doctor for possible weight-reduction surgery.

g. Have a guided tour of a hospital.
h. Find out more about opportunities for working as a qualified instructor
4. Choose one of the special services and role-play conversations between a
tourist and a tour guide, as in the Listening and Language Spot
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Student B
LIFE-SEEING TOURISM
A term developed by Axel Dessau, Director of the Danish Tourism Board, to
help tourists see not only the usual sights of a destination, but also to experience
to real life of a place, particularly areas that they are interested in or that they
work with in their own country.
For example, visitors might be government officials, in their own country and
might be interested in reviewing social problems and city government in the
destination.
Expert guides will meet visitors and take them to visit city planning offices,
schools, and social welfare centers. There may also be some special seminars
arranged.
Vietnam is one the main destinations for this niche.
GENEALOGY TOURISM
Customers try to find out about their family history and write their family tree
by researching records going back hundreds of years (in libraries and town
halls).
They also visit the locations where their ancestors lived and try to understand
the way of life that their ancestors experienced.
Customers are typically people whose families emigrated from counties like
Vietnam, Cambodia, Ireland to live in the USA, Canada, Australia, New
Zealand or South Africa.
TIME TO WRITE
Report on specialized tourism in Vietnam
1. How does your region or country - Vietnam cater for specialized tourism?
2. Are there any tour operators who organize tours and holidays for any of the
niches listed in READING?
3. Make a data-file for each of the niches. Include
 contact details of tour operators
26
 description of tours
 special facilities that are used (e.g. accommodation, transport)
 what is included/ not included in the tour price
 whether they cater for disability
 what makes the tour ‗special‘
4. Do you think there are any other niches that could be catered for? Is there a
„gap‟ in the market? Think about your own hobbies and interests
5. Write up the results of your research above using the following template.
TIME TO SPEAK 2
Work in groups. Plan a niche tour in Vietnam. Work through each of the
following stages.
A niche tour in Vietnam

27
Stage 1 – Choose a niche
 Try to choose something different and exciting, but relevant to your area.
 The tour shold be available to disabled as well as able-bodied people
Stage 2 – Plan the tour
 What makes it special?
 Decide the specialized and general tourism activities you are going to offer
 Decide the transport and accommodation arrangements you are going to
offer.
 Map out the basic itinerary.
Stage 3 – Brief the staff involved
 What staff are going to be involved in the tour?
 What special training will they need?
Stage 4 –Presentation
Present your tour in detail to another group.
FOLLOW UPS
1. What is niche tourism?

2. Is this a tourism trend in your country?
3. Have you/anyone you know, ever travelled away from home as part of your
work or study?
4. How was the experience different from a holiday? Did you feel different? Did
you need any different services or facilities?
5. If your place of study was planning a study trip to another country, where
would you like to go? Unit 2. Specialized Tourism
28
SUPPLEMENTARY 2
TASK 1. READING
Finding a niche for Vietnam tourism
TN News
In recent years, when it comes to Vietnam's tourism, the dominant news has all about
problems: ripping off, messy traffic, harassment by beggars and street vendors,
pickpocketing and robbery, poor food safety and hygiene, and the lack of public
toilets (let alone clean and modern ones).
Over and over again, media reports have also criticized the lack of qualified tour
guides and tour operators, as well as the poor capacity of concerned agencies to
promote tourism in the country.
These problems have persisted as though they are insoluble.
In the meantime, local authorities keep putting out cheerful statements about how
Vietnam's tourism has done well amidst the world economic downturn, citing an
increase of nearly 20 percent in international arrivals, which crossed six million last
year.
But these positive reports have been dismissed by local travel agencies and experts as
misleading, inaccurate and incomplete, because the compiled figures are about
international arrivals, not tourists.
As the wrangling over problems and figures goes on, it seems to be forgotten that
Vietnam's tourism needs to find its own niche to attract foreign tourists.
In fact, it is probably intimidating and worrying to look at what neighboring countries
have done to successfully boost their tourism industries.
Malaysia, the top destination in Southeast Asia, is reported to have seen an increase
of 35 percent in tourism arrivals, from 11.1 million in 2011 to 15 million last year,
thanks to the opening of new attractions, namely international theme park Legoland
Malaysia and Johor Premium Outlets.
With the opening of Universal Studios, Marina Bay, and Skypark in recent years,
Singapore has also enjoyed an increased influx of tourists. Last year, the largest of its
three Gardens by the Bay a 101-hectare garden complex was opened to the public and
has reportedly wooed more tourists with giant international plant conservatories.
Even Cambodia, which has a lower GDP than Vietnam, has done well with the
successful Smile of Angkor show in Siem Reap Province. It is now promoting tours
29
around its traditional attractions like Preah Vihear Temple and the ancient town of
Oudong, and a new five-star resort has sprung up on the Thansur Bokor Highlands.
Given the tough competition from these capable competitors, what does Vietnam
have and what has it done to develop the industry that is a major income earner for
the country?
Besides traditional attractions, for many years, we have promoted festivals that have
been frequently criticized for wasting lots of money but failing to offer things that are
of real tourism value.
Every year, more than 8,000 big and small festivals are held across the country; more
than 500 days are marked for celebrations and holidays; and tourism years are
organized in various cities and provinces with lots of activities and events.
But, they all end without leaving any impression on tourists.
Many years ago, at a meeting with Vietnamese businesses, world famous marketing
professor and consultant Philip Kohler once suggested that Vietnam should build its
national brand as "a kitchen of the world."•
In other words, Vietnam's tourism has a certain edge over other regional countries:
food and drink.
However, it is a pity that the local agencies have yet to come up with any effective
plan to promote it.
So far, there has been a noticeable effort from Ho Chi Minh City-based Dien Quan
Media Company. Early this year it introduced the reality show "Martin Yan Taste of
Vietnam,"• in which world-renowned Chef Martin Yan presents specialties across
the country over the course of 26 episodes.
But, to make food and drink a real ace for the local tourism industry, much more
needs to be done, including bringing out high quality publications on Vietnamese
culinary specialties.
The huge funds that are spent on thousands of festivals and hundreds of holiday
celebrations every year are more than enough to create effective, lasting promotions
for the nation's cuisine, which has already won international acclaim.
Of course, when and how Vietnam will carve out its potential niche is an open
question.
(Adapted from http://www.thanhniennews.com)
TASK 2. PHOTOVENTURES
1. What type of tours do ‗Photoventures‘ organize?

2. What are the advantages of having experts in the subject organizing and guiding
tours?
30
3. Are there any disadvantages?
4. What other tourism services will groups going on Photventures tours require?
5. Visit the website www.photoventures.net. Choose a tour. What encounters
(between the tour party and tourism professionals) will be involved?
6. Which photo do you like best?
TASK 3. DISCUSSING
Ecotourism in Vietnam: Potential and Reality
With 13,000 floral species and over 15,000 faunal species, three newly discovered
big animal species, and a ratio of country/world species of 6.3%, Vietnam has
31
enormous tourism—particularly ecotourism—potential. In fact, since 1986, when Doi
Moi (renovation reforms) began the shift from a centrally planned to a socialist-
oriented market, or multi-sectoral, economy, tourism has been an sector of primary
concern to the government. In May 1995, the prime minister of Vietnam approved a
master plan of tourism development for the period 1995-2010. In February 1999, the
state decree on tourism was part of the socio-economic development strategy for the
period 2001-2010 approved at the IX National Congress of the Party: ―Tourism
development has become a spearhead economic industry indeed. It is necessary to
improve the quality and effectiveness of tourism activities, bringing into full play the
natural conditions, and cultural and historical tradition to meet the domestic and
international demand for tourism and to catch up with tourism development in the
region‖ (Document of the IX National Congress 2001).
Tourism has so far brought great benefits to the economy, but it has also contributed
to environmental degradation, especially biodiversity deterioration. Thus, the concept
of ―sustainable development‖—development which meets the needs of the present
without compromising the ability of future generations to meet their own needs—
must be factored into tourism development. This consideration is reflected in the term
―ecotourism,‖ which is referred to variously as ecological or environmental tourism,
nature or green tourism, sustainable or responsible tourism.
Ecotourism involves travel to relatively undisturbed natural areas with the specific
object of studying, admiring, and enjoying scenery, plants, and animals, as well as
any cultural features found in these areas. It is distinguished from mass or resort
tourism by its lower impact on the environment, lower infrastructure requirements,
and its role in educating tourists about natural environments and cultural values.
Fully aware of its significance, the government of Vietnam has prioritized ecotourism
in its strategy for tourism development to ensure both sustainability and economic
benefits. Though ecotourism in Vietnam is at a beginning stage of development, it is
expected to grow strongly through support from government and international
organizations. Unit 2. Specialized Tourism
(By Phan Nguyen Hong, Quan Thi Quynh Dao, Le Kim Thoa from kyotoreview.org)
Read the extract from kyotoreview.org and discuss with your partners about the
Potential of ecotourism in Vietnam
32
UNIT 3. TOUR OPERATORS
GET IDEAS
1. A holiday/tour/vacation needs a lot of things brought together in order to be

complete.
2. What are the elements for a complete vacation? Discuss in groups. The photo
below can help you.
4. How important is each of the services for a successful holiday, from the tourist‘s
point of view.
5. What does the tour operator need to arrange with each of the companies? Work in
four groups, with each group looking at a different sector.
Wholesaler
Tour operator
Unit 3. Tour Operators
Retailer Direct sell

Travel agent
Customer
33
Did you know…
Package tours (or package vacations, or package holidays)

are excursions or holidays which ―package‖ a variety of
services together to make a single ―combined‖ trip. Commonly
they combine such things as transport, accommodation and
meals. They may also include the provision of a tour guide
and/or leader. Tours can be long or short in duration and
distance. They may be a one-day or overnight package, or they
could be a period of a month or more.
6. Read these definitions. Which one describes horizontal integration and which one
describes vertical integration in the chain of distribution?
1. Tour operators seek alliances and merges with other

travel and tourism businesses as a way of increasing
their market share and maximizing profitability.
2. Companies at the same level in the distribution

chain, or in the same industry sector, merge
voluntarily or are the subject of a takeover bid.
Do you know if horizontal and vertical integration are increasing or decreasing in

the modern tourism industry?
7. Look at the photos below and identify the different services being offered.
Label the photos with the words from the box.
1. __________________ 2. 2. ________________ 3. ________________
34
4. __________________ 5. __________________ 6. __________________
7. Put these things from the box below into the correct categories.
service air scenic spot insurance self- catering road

information rail sea Homes of F&R events
guiding tradition entertainment F&B festivals
Elements
for
a complete
vacation
Accommodation Transportation Attractions Support services

____________ ____________ Culture ____________

____________ ____________
____________ ____________
____________ ____________
____________ ____________
____________
& others ____________ F&B
____________
& others
____________
35
VOCABULARY 1
Types of package tours

1. What are the different package holidays referred to in the photos below?
1 _________________ 2 ________________ 3 __________________
4 _______________ 5 _________________ 6 _________________
7 __________________
2. Label the photos with the names of holidays in the
box.
Adventure holiday Culture holiday (2)
City break holiday Island and beach holiday
Honeymoon and Wedding Family holiday
3. What type of package tours are they advertising? Put the holidays in 1 & 2
into the correct categories. Each type may have more than one holiday.
Types of Package Tours Holidays

All-inclusive Tour Island and beach holiday , Family holiday
Independent Tour
Escorted tour
Special-interest Tours
36
Incentive Tours
City or Regional Tours
Can you add some more holidays?

4. Discussing
 Which package tour (s)/ holiday (s) would you choose? Why?
 Have you or has anybody you know ever been on a package holiday?
 Why do you think people go on package holidays? Think of three reasons.
Compare your with your partners
 What are the advantages and disadvantages of packaged tours?
TIME TO READ
The role of tour operators
Putting a package together
Package holidays, which are also known as package

tours, include all of the components necessary for a
complete vacation:
- transport to and from the destination
- transfers between the airport / station / port and
hotel
- food and accommodation at the destination
- other services such as a guide or holiday 'rep'.
The professionals who bring these elements together to create a holiday are
called tour operators. They buy in advance and in bulk from the principals:
airlines, shipping lines, hoteliers, and so on. Because they buy hundreds of seats
or rooms from the principal, they pay a much lower price for them than an
ordinary member of the public. The tour operator then converts this bulk into
individual packages known technically as inclusive tours (ITs). These are
marketed to the consumer through travel agents or by other systems.
In the past tour operators sold almost entirely through travel agents, but today
they also use direct selling. This strategy eliminates the travel agents from the
37
chain of distribution, and this reduces the final cost of the holiday package
because direct sell operators do not have to pay commission to a travel agent.
Many smaller tour operators, for example, prefer to deal directly with their
clients.
Not all tour operators sell the same type of holiday. The really big operators, the
mass market operators, produce low-cost holidays to traditional sea, sun, and
sand destinations like Spain, Greece, or Turkey. Other operators limit their
product to customers who want a very specific type of holiday. These specialist
operators sell adventure holidays, holidays for single people, holidays for motor-
racing fans, and so on. Domestic operators specialize in tours for people who
want to holiday in their own country, whilst incoming tour operators are
specialists in providing holiday packages to visitors coming from abroad. For
example, 'Vastravel', an Italian incoming tour operator, sells tours of Italy to
people from the rest of the world.
1. Read the article and complete the diagram
buy - airline
Tour operator - …………..
…………………………..
converts to ITs
- ……………
…………………….
Consumers
2. Read the article again and answer the following questions

1. Package holidays are created by tour operators and then sold through the chain
of distribution.
a. What are the components of a typical package holiday?
b. Who else forms part of the chain of distribution?
c. How many different types of tour operator are there?
2. There are two other terms that mean the same as package holiday. What are
they?
3. To buy in bulk means to buy something a on the Internet
a. in large quantities
38
b. in secret
c. a long time before you need to use it.
4. Why is it important to buy in bulk in tour operation?
5. Why do you think specialist tour operators prefer to sell direct to their clients?
6. If you could work for one of the four types of tour operator, which would you
choose?
TIME TO LISTEN
Travel Agencies
Discussion
1. How many different ways of

providing information to tourist can
you think of?
Use these photos to help you.
2. What types of encounters with the

public do they involve?
3. What types of questions do the

public ask?
Listening
1. Listen to these extracts from

different sources of tourist
information. Decide if the
information is
a. a recorded information line

b. given face-to-face
c. from a phone helpline
2. Listen again. What information is

the enquirer asking about? Choose
from the list.
39
1 2 3 4 5
a. sights to visit
b. visas
c. train availability
d. theater tickets
e. art galleries
f. booking information
g. currency exchange
h. guided excursions
i. child-friendly restaurants
j. local maps
3. Note down the expressions that the tourism employees use to offer help.
VOCABULARY 2
Tourist information types

1. Look at the headings of the website below. What types of tourist information
will they give?
Example: Domestic travel --> information on traveling inside Vietnam
40
2. Which of the headings (a-i) from a tourist information website will give
information on
1. accommodation? a. What‟s on
2. events? b. Walks and tours
3. attractions? c. Book-a-bed-ahead
d. This month‟s feature events
4. children‘s activities?
e. Places to visit
5. transport? f. Emergency Health Care
6. guided tours? g. Places to stay
7. emergencies? h. Family fun
i. Getting about
3. Which of these words do you associate with
1. a Tourist Information Center (TIC)?
2. a website?
3. other information sources?
a. click i. FAQs
b. display rack j. helpline
c. recorded information k. listings
d. leaflet l. maps
e. home page m. touch screen
f. reception n. interactive
g. call center o. customer care
h. search
TIME TO SPEAK 1
Asking for and giving information at a Tourist Information Center

1. Work in pairs. For each of the nine website headings a-i in VOCABULARY 2,
think of a piece of information for your city or region.
2. Compare your information with another pair.
3. Take turn to role-play dialogues in the TIC asking for and giving information on
the different headings.
41
Tourist information officer : Good morning. How can I help you?
Tourist : I’d like to find out the availability for a trip to Ho
Chi Minh City tomorrow.
Tourist information officer : Certainly, madam. What time ….?
USEFUL LANGUAGE 1
Tourist Information officer:
 How can I help you?
 Is there anything else I can help you with?
 Have a look through this guidebook.
 If you need any more information, I‘ll be over at the desk.
 What destination are you looking for?
 Do you have any price range in mind?
 We have several options coming up.
USEFUL LANGUAGE 2 – Giving directions

 The best way to go is …
 How do I get go …?
 Do you want the most direct route?
 If you turn left here …
 I‘m trying to get to the station…
 What you need to do is…
TIME TO SPEAK 2
At a Tourism Trade Fair
Group A – Tour Operators
42
 You are at a tourism trade fair to sell you new tours to travel agents.
 Add a third tour to the chart. Be prepared to answer questions about tours from
the travel agents.
Tour 1 Tour 2 Tour 3

Location Nepal Himalayas River Nile, Egypt ________ Vietnam
Activities Trekking Sightseeing, visiting
pyramids, etc
Length Three weeks Ten days
Accommodation Lodges and Hotels and on-board
campsites cruise-ship
Transport Flights to Nepal, Flight to Egypt,
jeep and walking cruise ship on Nile
Price category S$ SS$
Group discount Not available One free place for
groups of eight
Commission 15% 20%
payable
Group B – Travel Agents

 You are meeting at a trade fair in order to plan your programmes for next year.
You are looking for one more tour ro add to your programme.
 Visit the tour operators and ask about their tours.
 You also want to get high commissions if possible.
 As you talk to the Tour Operators, complete this chart. Before you start, think
about the questions you will ask.
Examples
What’s the location of your tour?
What activities do the tourists take part in?
How long is the tour?
Is there a commission payable?
43
Location
Activities
Length
Accommodation
Transport
Price category $ to $$$$$
Grop discount
Commission payable
 At the end, compare the tours you chose
LANGUAGE SPOT
Recommending and promoting

1. Read the extracts about from Tourist Information leaflets and websites
1. Find three sentences using
 You can find….
 …
 …
2. Find examples of sentences starting with if and whether. Which of them is used
when giving two options?
3. Find the word must. Is it used as a noun or a verb? What preposition follows it?
2. Find examples of these words and phrases and write out the recommendation
expression in full.
1. without (2) ___________________________________________

2. why not ___________________________________________
3. worth ___________________________________________
4. You could ___________________________________________
Which ones use the gerund or noun, and which use the bare infinitive?
44
2
1
No trip to Liverpool is Liverpool is arguably best known for the Beatles and
complete without a visit to you can find the reminder of their unique legacy all
either Anfield, home of the over the city. The Cavern Club, where the Beatles
famous Liverpool Football gave their early performances, is well worth visiting.
Club, or Goodison Park, Don‘t leave Liverpool without visiting The Beatles
home of their rival Everton. Museum or the childhood home of Paul McCartney.
3
In a city with such of well of musical 4 During the day, why not try some
instrument, you would expect a dazzling ‗retail therapy‘? Liverpool City
and diverse nightlife. And that‘s exactly Centre boasts some of the largest big
what Liverpool offers. If you are looking name High Street stores in the
for a good night out, then why not visit the country, and at Albert Dock you can
waterfront Albert Dock complex where find many trendy designer stores.
you can find bars, restaurants, and club
venues, as well as the famous Tate Gallery
Liverpool?
6
If you want to get out and
5 As you‘d expect for a city of this size, there is a about and be active, you could
huge choice on offer. Whether you‘re after a start at Pleasureland at
luxurious four-poster bed in a modern international Southport: it‘s exhilarating
hotel or a bunk bed in a city centre hostel that‘s entertainment for all the family,
within walking distance of the bars and clubs after and home of the Traumatizer
a wild night out, our Accommodation Booking roller coaster – a must for all
Service can make a booking for you. thrill-seekers.
45
3. Complete this description of Hanoi, Vietnam.
_____________ you‘re a lover of culture or a lover of peacefulness,

Hanoi can offer you a fabulous experience. You can
_______________ lots of examples of interesting architecture, and
Temple of Literature, the first university of Vietnam, is well
______________visiting. A trip to Thang Long Water Puppetry is a
________________ for all families with young children.
______________ you‘re looking for a relaxing walk, ___________
not visit the amazing Walking Streets? Finally, don‘t ____________
Bat Trang Ceramic Village _____________ visiting the ceramic
village to see one of the typical handicraft village of Vietnam.
4. Look at the list of expressions below. Which ones

1. are mainly spoken forms?
2. are mainly written forms?
3. could be both?
Write 1, 2, or 3
a. If I were you, I‘d… 2

b. One of the best experiences you can have is …
c. I‘ve got an idea: why don‘t you …
d. I‘d recommend – ing …
e. There‘s no better place for _____ than …
f. You might like to think about …
g. Have you thought about …
h. Your best option is …
i. For a really memorable experience, you should …
46
TIME TO WRITE
WRITING TOURIST INFORMATION IN HANOI
A general description
Recommendation Sheets
1. Work in pairs. Information on natural features

 Think of different
information topics.
 Complete the spoken Places to visit
expressions for a visitor to
your city.
 Make recommendations to
your partner. Nightlife and entertainment
3. Write a tourist information
advice and recommendation
sheet for Hanoi.
Shopping
You should include the
following sections.
Try to use all the expressions
from The Language Spot. Accommodation
Other important information
FOLLOWUP
Use the following questions to talk about tour operators in Vietnam.

1. Who are the bigger tour operators in your country?

2. Which are the most popular destinations they offer?
3. Which are the new destinations this year?
4. Do tour operators in your country only sell through travel agents or do they
sell direct?
5. Are there any specialist tour operators in your country?
6. What type of specialist holidays do they market?
47
SUPPLEMENTARY 3
TASK 1 – E-TRAVEL
1. Where do you/ your family/ your friends normally buy air tickets – at a high
street travel agency or through the Internet?
2. What about accommodation and whole holiday packages – where do they
normally buy these – online or on the high street?
3. What was the last travel product you purchased online?
4. What advantages and disadvantages can you think of for buying travel
products through the Internet?
Vocabulary
Online travel
1. Look at the terms below. Which of these terms do you recognize? Tell
your partner what you think they mean, ans try to give an example of
each one.
1. inventory
2. dynamix packaging
3. online travel agency
4. data aggregator
48
5. meta sites
6. multi-channel distribution
7. single-site agent
8. supplier website
2. Now match each term in 1 with an explanation
a. Distribution through more than one channel – through the

Internet, through high street travel agents, etc.
b. This is the term we use to talk about the travel products a

sales outlet offers the customer – air tickets, hotel rooms, entry
tickets for theme parks, etc.
c. This is the opposite to a high street TA. It‘s internet-based

and customers never or speak to the travel agents. It‘s all done
online.
d. This allows consumers to put together their own trips at a single

website by combining different elements such as air tickets +
accommodation + car hire. In the past, the package or a fully inclusive
tour (FIT for short), was usually put together by the tour operator.
e. This is what the name suggests – an independent travel agent with

only one or at best two shops.
f. The sites of the principals. Low cost carriers or traditional airlines

all now have one, as do most hotels, and you can buy direct through
these sites.
g. A website that searches other websites and bring together the data
that best fits the search criteria that the customer keyed in.
h. Just another name for a data aggregator, but it comes from the idea
that this is a site that searches travel sites, rather than a travel site
with something to sell.
49
3. Which two of the following are online travel agencies, and what are the
others?
a. Expedia
b. Hilton Hotels
c. Kayak
d. Travelocity
e. Qantas
Name some of online travel agencies in Vietnam that you know.

4. Work in pairs. Ask your partner to name one of the terms from 1. Explain what
the term means in your own words, and give a translation into your own language if
possible.
TASK 2. How to organize package tours

Read the article
1. Match the headings with the paragraphs
1. Fully escorted tours

2. Elements of a package tour
3. Types of Packages
4. Special-interest tours
5. Definition
6. City/regional tours
7. Adventure tours
8. Group tours
50
2. Answer the following questions
1. What are package tours?

2. How is the tour duration?
3. What does a packaged tour typically include?
4. Why are package tours available in tourism?
5. How many specific types of package tours are there? Name them.
How to organize package tours

A.
Package tours are excursions or holidays which

―package‖ a variety of services together to make a
single ―combined‖ trip. Commonly they combine
such things as transport, accommodation and meals.
They may also include the provision of a tour guide
and/or leader. Tours can be long or short in duration
and distance. They may be a one-day or overnight
package, or they could be a period of a month or
more.
B.
Packaged tours typically include:
 All transfers between airports/harbors/stations and hotels
 Twin share tourist and first-class accommodation with private facilities, as
specified
 Cruises
 Rental cars
 Entrance fees to attractions
 Insurance
 Tickets for entry to events or attractions
 Insurance
C.
The types of packages available in today‘s market are vast and varied. This ensures
all consumers‘ needs and desires are met. Package tours can be further broken down
into specific tour types. Tours available range from Special-interest tours,
Adventure tours, City or Regional tours, Group tours and Fully Escorted tours.
D.
51
____________ are designed around a particular interest area which could include
arts, food and wine, sport, cultural or agricultural. Specialist tours may include an
expert or celebrity guide who relates to the theme of a tour (e.g. a gardening expert
accompanying a garden tour, or an art expert accompanying an art tour).
E.
____________ are designed to allow the consumer to participate in their area of

interest for the length of the tour and more experience based. They generally are
physical and require a certain level of fitness, however, can sometimes be modified
to meet your needs depending on the other travelers. Some examples of this tour
type include diving, rock or mountain climbing, horse riding, skiing or cycling.
F.
_____________ normally last for one full day or less.

They follow a fixed itinerary and will visit areas of
interest in a specific place, whether that is historic,
religious or cultural, refreshments or meals are often
included.
G.
_____________ also follow a fixed and pre-arranged itinerary. They often only take
place depending on the number of travelers i.e. they require a certain number of
travelers in order to go ahead or it becomes a financial cost rather than profitable. It
is also worth noting there are a maximum number of travelers on group tours too, as
determined by the mode of transport – a 56 seated coach can accommodate no more
passengers and therefore the number limit is defined. Group tours are generally
always escorted or a tour guide service is provided.
H.
____________ are often a good idea for solo

travelers and especially women travelling alone.
This type of tour offers a sense of security or

overcomes language and cultural barriers. Also,
these types of tours are often somewhat
educational, the escort- providing local, historical
and cultural knowledge or insight gives the
consumer more worthwhile experience and
understanding of the country (place) visited.
(Adapted from ACS Distance Education. http://www.acs.edu.au)
52
TASK 3. An inclusive tour in Vietnam
Tour operators regularly use brochures and the Internet to advertise their
package holidays and tours.
One of your clients is interested in visiting Vietnam. Look at the tour description
and find the following information for the client.
+ The length of the tour
+ What type of accommodation will they have?
+ The standard price for 2 people
+ How much will the tour cost for 7 people using deluxe service?
+ Does the cost of the tour include
a. all food and meals?
b. entry costs for photo or video camera?
c. arrival and departure transfers?
d. boat for cruising
e. personal drink
+ Will there be a guide on the tour?
53
Vietnam Beautiful Beach
Destinations: Hochiminh - Phan Thiet - Price
Nha Trang - Danang - Hoian - Danang
Tour Over 7
1 Pax 2-3 Pax 4-6 Pax
Duration: 9 days, 8 nights package pax
Endless white sand beaches, charming Standard $943.00 $748.00 $646.00 $553.00
fishing villages, desert-like dunes and
Deluxe $1,138.00 $928.00 $748.00 $646.00
numerous types of rare flora and fauna are
all found in Phan Thiet, Nha Trang and
Da Nang. These destinations are a must
for sea lovers when travelling to
Vietnam.
ITINERARY
Day 1: Arrival
Welcome at Saigon airport and transfer to hotel. The rest of the day is at leisure.
Overnight in Saigon.
Day 2 : Ho Chi Minh city tour(B/L)
Ho Chi Minh City (former Saigon) is the heart and soul of Southern Vietnam. See the
different faces of this bustling city on a full day tour with extensive visits to the Re-
Unification Palace, the Central Post Office, the Notre Dame Cathedral, the War Remains
Museum, the Jade Emperor Temple, the China Town, and the Ben Thanh market.
The morning tour takes in the Re-Unification Palace, the Central Post Office, the Notre
Dame Cathedral, and the War Remains Museum. After break for lunch, we continue to
Jade Emperor Temple, and then go shopping in China Town and Ben Thanh market.
Day 3: Saigon Phan Thiet (B/L)
Leave Ho Chi Minh City by road for Phan Thiet. The scenic 200km drive north on
Highway One passes through the bustling city of Bien Hoa before cutting through dense
rubber plantations. Nearer to Phan Thiet the terrain changes to arid semi-desert with
cactus plants and strange looking dragon fruit trees. Arrive in Phan Thiet in the late
morning and check into resort. The rest of day is free to relax by the pool or on the sandy
beach. Overnight in Phan Thiet.
Day 4: Phan Thiet (B)
MuiNe Phanthiet Vietnam
Muine Beach Sunset
Free day in Phanthiet to explore by yourself the beautiful places such as Golden Sand
54
Dunes, Pink stream or enjoy sea bathing. O/N in Phanthiet.
Day 5: Phan Thiet-Nha Trang (B/L)
Leave Phan Thiet for Nha Trang after breakfast, breaking the journey at Phan Rang to
visit the 13th century Po Klong Jarai Cham Towers perched high on a rocky hill
surrounded by prickly pear cacti. After Phan Rang, follow Highway One up the coast
past Ca Na beach to Nha Trang. Overnight in Nha Trang.
Day 6: Nha Trang (B/L)
A morning boat trip on Nha Trang bay visits some of the nearby islands and there are
opportunities to swim and snorkel in the clear warm waters. After a fresh seafood lunch
at one of the islands in the bay, return to shore for a short afternoon city tour i ncluding
the Po Nagar Cham Towers, Long Son Pagoda with its enormous white Buddha statue
and the lively Dam Market. Overnight in Nha Trang.
Day 7: Nha Trang Da Nang Hoi An (B/L)
Honeymoon sunsets
Transfer to Camranh airport for departure to Da nang. Pick up at Danang airport, visit
Cham Museum, Marble Mountain. Drive to Hoi An. Overnight in Hoian.
Day 8: Hoi An My Son Hoi An (B/L)
A half day trip to visit the capital and religious centre of the former Champa Kingdom,
My Son. Here, 40km southwest of Hoi An, in a lush green valley, are dozens of red brick
towers and sanctuaries dating from between the 7th and 13th centuries. On returning to
Hoi An, the afternoon is at leisure. Overnight in Hoi An.
Day 9: Departure (B)
At leisure until transfering to Danang Airport for onward flight.
Inclusions: Exclusions :
* Accommodation based on Double/Twin * Drinks, Personal expenses.
sharing room at specified hotels or similar. * Entrance fee for photo or
* A/C vehicle tranfer with driver video camera to the sites.
* Sightseeing and entrance fee at all * Tips and gratitude for guide,
mentioned sites. porters and drivers.
* English, French speaking local guide. * Others not mentioned in the

* Meals as stated in itinerary price above
* Boat for cruising.
* Domestic flight ticket as program.
55
TASK 4. Vocabulary Enrichment
Managing tour operations -
Operations and Contracts
1. Match the words 1-8 with the

definitions a-h
1. allocation 5. contract
2. competitive 6. negotiation
3. consolidation 7. occupancy rate
4. clause 8. overbooking
a. bringing two or more things together for greater efficiency

b. taking more reservations than there are places
c. an official written agreement between two companies
d. a share
e. a discussion at which people try to agree something
f. the percentage of rooms sold in a hotel
g. a section of a legal document
h. comparing well with other companies offering the same service
2. What is the verb form of these nouns?

1. allocation 2. consolidation 3. Negotiation
3. Is contract a noun or a verb?
4. Where is the stress in the nouns and verbs in 2 and 3?
5. For each of the following, which of the three words does not match with the
main word?
1.sign / draw up / do + a contract
2. add / increase / include + a clause
3. make / hold / have + negotiations
4. sell + by / in / off
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CONNECTIONS
Websites
 Vietnam tourism
 Presentations and presentation technology
www.presenteronline.com
Web search
 E-travel
 Online travel agents
 Home-based travel agents
KEYWORDS
audience
data aggregator
dynamic packaging
forum
inventory
meta site
multi-channel distribution
sales outlet
single-site agent
slide
travel counselor
travel distribution
managing tour operations
57
UNIT 4. TOUR GUIDING
GET IDEAS
1. Have you ever been on a guided tour?

 Where was it? What did you see? Was it a coach, at a famous sight or a walk
or something else?
 Did you enjoy it? What did you like/ not like about it?
 Was the guide good/ bad? What make a guide good or bad?
2. What is the role of a tour guide?
3. What does a tour guide do and need in their career? Brainstorming
guides visitors
A Tour Guide
Unit 4. Tour Guiding
58
Did you know
A tour guide is a person who leads groups of people around a

town, museum, or other tourist venue. The tour guide provides a
commentary on the features and history of the location, the
tours can be from as little as 10-15 minutes to extended periods
over many days. Considerable importance is placed on the
guide's knowledge of local stories, history and culture depending
on the location of the tour."
( Wikipedia: Tour Guide August 2007)
VOCABULARY 1
Types of tour guides
1. Look at the photos below. What is the tour guide in each photo doing? Discuss
with your partner.
2. Match the kind of tour guide with the definition.
On-site or local a. A person who accompanies a group of tourists from the point
guide of origin to the destination, and back to the origin. Usually
handles group‘s check in and check out.

City guide or b. A person competent enough to guide in a certain locality or
escort area
Specialized c. A guide who join a tour bus for a local sightseeing excursion.
guide
Step-on guide d. A guide who specializes in a certain field such as botany,
architecture, environment, marine life, etc.
59
3. Look at the list of tasks below. Put a tick on what a tour guide normally does.
a. escort groups of tourists to different places, cities and countries.

b. handle all the details of a trip prior to departure.
c. schedule airline flights, bus trips, or train trips as well as book cruises,
houseboats, or car rentals.
d. research area hotels and other lodging for the group and make reservations in
advance.
e. check /plan itineraries and daily activities, keeping in mind the interests of
the group
f. prepare notes for commentary.
g. provide commentary at each site during the tour.
h. answer the tourist enquiries and questions
i. discuss with the airlines about the flight tickets
j. discuss with the tourists about the tour price.
k. introduce tourists to an attraction or more.
TIME TO READ
What makes a good guide?

1. What do these words mean? Match them with the appropriate photo.
pax pano TVP
1. 2. 3.
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2. Do you agree or disagree with these statements?
1. A guide should always smile and look at his/her passengers. Even on a

coach the guide should face the passengers.
2. A guide should be entertaining and tell as many jokes as possible.
3. On a walking tour, it should be the guide’s responsibility to ensure
the people on the tour cross the road safely.
4. A walking tour or a gallery tour should never last more than two
hours – people get bored.
5. On a coach panoramic tour, the guide shouldn’t talk about places
that can’t be seen.
6. A guide shouldn’t wait more than ten minutes if someone is late.
7. As well as giving factual information a guide should give practical
information, such as how long the tour will last, when there will be a
break for coffee and toilets, and so on.
8. A guide does not need to talk all the time.
3. Read the text Guiding: tips for best practice and check your answers.
Guiding: tips for best Guides do not usually wait more

practice than ten minutes for late-comers.
Tell them this (but maybe wait just
When asked what they want from a a few minutes more).
guide, most tourists will say they Safety is important on a walking
want someone who is friendly and tour too. Look after the group, but
knows what they‘re talking about. remember they have to be
Tourists want information, but they responsible for their own safety
don‘t really want to be lectured at.
when, for example, they are
After all, they‘re probably on crossing the road.
holiday and they‘ve come to have a
good time. So this means you don‘t

need to talk all the time or tell them Tourists like a guide to be
entertaining, and humor will make
everything that you know about a
your tour more memorable. But
building or a monument. Silence
you don‘t have to tell jokes all the
can be valuable.
time. You can tell little stories, but
The most important thing is to they should always be true. Don‘t
smile and make eye contact.
61
Introduce yourself by your first make up stories just to get a laugh.
name. If you‘re on a coach
panoramic tour (or ‗pano‘), Of course, the last thing you want
introduce your driver too, but don‘t is to have tourists who are bored.
let him or her take over: it‘s your So, keep your voice interesting and
commentary! lively, make your information
Give your passengers (or ‗pax‘) an relevant and keep tours short – two
introductory talk before you set off hours is easily long enough for a
on the coach. This is important tour of an art gallery or a museum
because you won‘t be able to face or a walking tour. On a coach
them as you guide – guides have to pano, make sure you point out the
wear seat belts and it‘s difficult to really important things – the TVPs
turn round and talk. Remind your (Top Visual Priorities) – and don‘t
passengers to do up their seat belts talk about places that the pax can‘t
as well, and give them practical see.
information about the length of the
tour and when the comfort breaks Ultimately, the key question for a
will be. Most importantly, tell them guide is: Would I enjoy my own
very clearly the time when they commentary? If you can answer
have to be back on the coach or at ‗yes‘ to this, then you‘re probably
the meeting point. already using ‗best practice‘.
4. Find phrasal verbs in the text which mean

a. start (a journey)
b. dominate
c. fasten
d. take care of
e. invent
Did you know

Free Lancer – not permanently connected with any travel agency and paid per trip.
Staff guide – permanently connected with a travel agency, receives monthly salary
VOCABULARY 2
Working procedures
1. What does a tour guide have to do pre-tour, on-tour and post tour?
2. Discuss with your partners.
62
3. Complete the Working Procedure Diagram of a tour guide with the activities from
the list below.
Tour Guide Working Procedure
1 2 3
 Study your  Be punctual  Prepare tour
tour assignment guide‘s report
1. Be aware of the composition of the 10. Deliver commentaries

group. 11. Gather all collected vouchers
2. Be punctual 12. Announce inclusion of the tour
3. Review itinerary. and what to expect
4. Make sure you have complete 13. Prepare tour guide‘s report
name of guests, cash advances and 14. End your day/tour by thanking
tour vouchers. the guests/tourists
5. Be reminded of cash advances, 15. Submit tour report to immediately
vouchers needed. after the tour
16. Announce the next day‘s
6. Check your transport amenities

7. Know your vehicle to be used, itinerary/program and give
plate number and name of driver or instructions
coordinator. 17. Accomplish financial report with
8. Meet and greet the group receipts, vouchers and other
9. Discuss itinerary and check other assignments
concerns 18. Liquidate (if necessary)
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TIME TO SPEAK 1
Explaining Safety, Rules and Etiquette
1. Study the tips in language spot on how a tour guide explains rules, safety and
etiquette to the tourists.
2. Choose the best answer
1. The tour will begin at 4.00 ___________.
a. sharps b. sharpened c. sharp
2. I do not __________ using the public transit system.
a. recommendation b. recommend c. recommended
3. It is __________ to leave a gift for the hotel staff on your bed.
a. custom b. costume c. customary
4. You are _________forbidden from taking photographs inside the museum.
a. strictly b. strict c. stricter
5. Please remain ____________until we come to a full stop.
a. seat b. seated c. sit
6. As a safety precaution, please stand behind the yellow line.
a. safety precaution b. safe precaution c. safely precaution
3. Group-work: Explaining rules, safety and etiquette at a tourist spot
 Choose a tourist spot in your province/ country.
 Think of or investigate the rules and etiquette of that place.
 Prepare to explain safety, rules and etiquette to a group of tourists.
Example:
In the Vietnam Women Museum:
 You are strictly forbidden from taking photographs inside the museum
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LANGUAGE SPOT
Explaining rules
 You are strictly forbidden from taking photographs inside the
museum.
 Please stay on the marked path.
 I'm sure this goes unsaid, but remember to place all trash in the
garbage bins.
 Please pay attention to the time. We don't want to keep the driver
waiting.
 Classes are in session, so we need to keep our voices down.
 The bus will be leaving at 5:00 pm sharp.
 You'll have some free time to look around after lunch.
 Please meet back here in one hour.
Explaining safety
 Please keep your selt belts fastened at all times.
 I ask that you keep your hands inside the train.
 As a safety precaution, please stand behind the yellow line.
 For your own safety, we ask that you refrain from putting your arms
out the window.
 Please do not feed the animals.
 Please remain seated until we come to a full stop.
 Please stay with your group at all times.
 Please keep to the sidewalk.
 I do not recommend swimming here. The water is very rough.
 We suggest only carrying small amounts of cash.
 These rules are for your own comfort and safety.
Explaining etiquette and customs

 It is customary in our country to tip the friendly bus driver.
 In this region we bow rather than shake hands during a first
meeting.
 Though the all-inclusive includes tips for the servers, it does not
include tips for the bellboy.
 To indicate that you want to get on or off the bus simply wave your
hand at the driver.
4. Share with other groups
65
TIME TO LISTEN
A tour guide in London

Matt is a tour guide of Fun London Tour Company. He is sharing with you
about his jobs and experience.
Watch the video and answer the questions.

1. What type of tour guide is he?
2. Which tour operator is he working for?
3. What is the itinerary of the guided tour?
4. What does he say when he wants to guide the tourist to the next stop?
5. What is he use to help him in guiding the tour?
6. Does he use TVP?
TIME TO SPEAK 2
Showing places of interest - Guiding language

1. Work in pairs. Match the halves of the sentences
66
It was designed… …one of the most famous works of art
in the world.
The painting in front of you is… …cathedral with its superb Gothic
tower.
The castle is said… …100 meters high.
We are now passing the magnificent… …home to many species of rare birds.
On your left in the distance you can …by the architect Christopher Wren.
see…
The dome is over… …the snow-capped mountains.
These ancient carved stones have been …to be haunted
standing here for over …
The modern 42-storey building on your …agriculture and farming.
right is …
The dramatic coastline is … …made of steel and grass.

The countryside around here is famous …2,000 years.
for …
2. Decide if they refer to:

a. a building or monument.
b. a picture or object.
c. natural features.
1 2 3 Unit 4. Tour Guiding
67
Language of describing tourist attractions
 past simple passive

( as in It was designed by the architect Christopher Wren.)
 is said to
(as in: The castle is said to be haunted.)
 one of the most
(as in: It is one of the most famous works of art…)
 present perfect continuous
(as in: The stones have been standing here for over 2000 years.)
3. Make two similar sentences (in context of your country) for each of the forms.
4. The tour
 Work in groups.
 Prepare a picture of a famous building/ attraction in your country.
 Describe it as if you were giving a guided commentary.
 The Guide must speak for at least one minute.
Start with
Describing a tourist sight
We are now passing one of the most famous buildings in …
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TIME TO WRITE
Coach commentary
1. Prepare and deliver an imaginary fantasy coach tour which will pass some of
your country‟s most famous sights.
2. Look at the note prompts below and prepare what you would say
At the start During the tour At the end
at the start - about each of the famous Thank the

of your places you are going to pass passenger
coach on your tour s
commentary - to point out any other sights
3. Write a coach commentary use the guides below
FOLLOW UP
With your partners, discuss the following questions
7. Do you think tour guiding is a difficult job? Do you think you are capable of
being a tour guide?
8. What are the main tasks that a tour guide normally does?
9. What makes a good guide?
10. From what you have learned so far, what are 7 Must-Have Skills for a Tour
Guide?
69
Coach commentary
Important language
At the start
• Welcome the passengers: e.g. “Hello everyone and welcome to
today’s tour.”
• Introduce yourself and your driver
• Explain the tour and some of the „highlights‟
• Make sure everyone is comfortable and safe
______________________________________________________
______________________________________________________
______________________________________________________
During the tour
• On your right / left you can see …
• We are now going past …
• Please take a picture if you want …
______________________________________________________
______________________________________________________
______________________________________________________
At the end
• Thank the passengers
• Wish them a pleasant evening
______________________________________________________
______________________________________________________
Famous sights (fact-sheets)
4. Each group delivers their commentary in turn.
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SUPPLEMENTARY 4
TASK 1 – TOUR GUIDING
1. In your opinion, what are the most important qualities of a successful tour
guide?
2. Make a list. Share in your groups.
3. Read the article below and check your answer.
What Makes a Top-Notch Tour Guide?

A tour company is nothing without its tour guides—they are the backbone of the
entire operation. Being a tour guide isn‘t just about reading facts from a sheet,
though; it‘s a very demanding job that combines performance, memory, and customer
service all into one. While every tour (and every guide) is different, the very best tour
employees have a certain set of skills that make them really stand out. Here are the
things to look for when hiring tour guides that will last.
1: Communication
It all comes down to communication. A tour guide must be articulate and easy to
understand, and know how to communicate with large and varying groups of people.
A good guide will not only have the physical capability to command attention and
project their voice clearly, but also have the interpersonal skills necessary to interact
with new people every single day, answer questions, and be approachable.
2: Memory and Storytelling
When you run a tour, you‘re selling more than just the sights and sounds; you‘re
selling knowledge, history, and a story, and your guide must make all of that
information compelling. If a tour guide is reading off of cards or getting facts wrong,
your guests will not be impressed. The ultimate goal is for your guide to know their
script so well that it should seem like it‘s their own story, and it should flow naturally
from them rather than being obviously memorized. They‘re not just giving out
information; they‘re essentially playing a role.
3: Humor
No one wants a dry, boring, humorless history lesson; they zone out, get bored, and
just don‘t have a good time. A guide with a good sense of humor will be able to inject
some zest into their scripts and make the guests feel at ease and happy, increasing
their enjoyment of the tour and cutting any tensions that may arise.
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4: Passion
Even if your guide isn‘t a local, they should be able to fool your guests reasonably
well by having true insider knowledge of the best restaurants and neat little secrets
that only residents tend to know. They should have true passion for the city or
activity, and convey that passion to your guests.
5: Flexibility
Of course, a tour guide isn‘t up on a stage delivering lines to a passive audience; your
guests will have questions and comments, and your guide should be able to react to
them with authority and enthusiasm. This means that the guide will need to know
more than just the standard script, and be able to draw from that knowledge in an
entertaining and compelling way. They need to be able to be flexible with the tour,
adjusting for spontaneous moments and using a unique approach for different types
of guests.
6: Punctuality
No one wants to sit around waiting for a guide; it‘s incredibly unprofessional. Your
best tour guides will be punctual to a fault, ready to accept your guests and able to
organize them so that there are as few delays as possible.
7: Sensitivity
You‘re going to have guests coming in from all over the globe and all walks of life,
and they will have certain cultural expectations and social norms. The best tour
guides are sensitive to these international differences, and are able to tailor their
deliveries to respect their guests where possible. They should also be able to deal
with guests who have special needs.
(Adapted from www.nationalgeographic.com)
4. Do you agree with the writer ideas? Why/ why not?
TASK 2 – A MODEL TOUR GUIDE SPEECH
1. Watch the videos about Anna, a tour guide in Budapest. Is this a good tour
guide speech?
72
Tour guide speech – Budapest
―Good morning everyone. My name is Anna. I am one of the two guides that will
accompany you during your stay in Budapest. The other guide is Christina and you
will be meeting her at the hotel tomorrow morning. We would like to welcome you
all to Budapest. We will arrive at the hotel in 10 minutes, therefore I would like to
ask you all to check if you have all your baggage with you, please do not leave
anything unattended on the bus because we cannot take responsibility for it. Now I‘d
like to take some time to inform you about brief safety precautions. Firstly, during the
next 7 days the temperature will be above 25 degrees, so you should make sure that
you drink enough water and we also recommend you to use sunscreen to avoid
sunburn. Secondly, you should always take care of your belongings while walking in
the city.
Now let me say a few words about the famous sights and tourist attractions Budapest
has to offer. You should pay a visit to the famous Buda Castle, which is part of the
Budapest World Heritage Site. It is definitely worth going up there, because from the
top you get a beautiful view of the city to the Danube, especially to the Chain Bridge
and the Clark Ádám Square. To go up to the castle you can either walk or you can
also use the furnicular.
Another famous sight you should explore is the Heroes‘ Square. This is one of the
major squares of the city and it is rich with historic and political connotations; you
can find statues of the leaders of the seven tribes that founded Hungary in the 9th
century and other outstanding figures of Hungarian history. Moreover, this is not the
only attraction here, the square is located between the Museum of Fine Arts and the
Palace of Art, and it faces the iconic Andrássy Avenue. It was recognized as a World
Heritage Site in 2002 and also it is one of Budapest‘s main shopping streets, with fine
cafes, restaurants, theatres, and luxury boutiques.
Last but not least I have to talk about Széchenyi thermal bath. If you feel like you
need some recreation, this is the place to be. The Széchenyi bath is the largest
medicinal bath in Europe. Its water is supplied by two thermal springs, whose
temperature is 74 °C and 77 °C. The bath can be found in the City Park, and was built
in 1913 in Neo-baroque style to the design of Győző Czigler. The complex has 3
outdoor and 15 indoor pools. Towels and swimsuits can be rented or bought in the
spa. You should keep in mind that on weekends and holidays the entrance fee is
higher than on weekdays.
Thank you for your attention everyone, and on behalf of Hungarian Tours we wish
you a pleasant and memorable vacation here, in Budapest!‖
(By Janina Szakáll from /tourismenglish.wordpress.com)
73
TASK 3. VOCABULARY ENRICHMENT
1. Choose the correct words in the description of a walking tour of central
Lisbon.
74
TASK 4. RESORT REPRESENTATIVE
1. Holiday reps work very hard. Read the job description and decide which
aspects of their job
1. have to be done once with each group of holidaymakers
2. have to be done once a day
3. have to be done several times during a holiday
4. mean being available almost 24/7 (24 hours a day/ 7 days a
week)
2. Answer the questions
1. ‗Representatives‘ work is seasonal‘. What does seasonal mean here?
2. ‗Hours of work are variable‘. What does variable mean here?
3. Work in small groups

1. Make a list of skills and personal qualities that a holiday rep needs.
2. Which skills and qualities do you have? Tell your partners.
75
So you want to be a resort representative?
The work
Resort representatives are the first point of cotact fro holidaymakers at their
destination. They represent the tour operator, and aim to ensure the success
76
UNIT 5. ON TOUR
Get ideas
1. What do you know about the three places in the pictures?

2. Can you find them on the map of the world?
3. Why do you think tourists would visit them? What types of tours might they go on
–for example, cruises, walking tour, museum visits?
TIME TO READ
Three tours
1. Read about the three tours. In groups, discuss the questions.
Which of the tour involve

1. a private performance?
2. visiting ancient ruins?
3. travelling on a boat?
4. accommodation in the city center?
5. seeing rare animals in their natural habitat?
6. an internal flight?
77
7. talks by an expert?
a Libya – Lost cities of

the Greek and Roman Empires
 Starting from Tripoli, ancient city and capital of Libya. Nearby is

Leptis, probably the best preserved Roman city in the Mediterranean
world.
 Fly east to less often visited region of Cyrenaica, a land of beautiful
green hills running down to the crystal turquoise waters of the
Mediterranean.
 Discover the ancient port of Apollonia, an enchanting city now
partly sunk beneath the sea which forms a dazzling backdrop to its
theater and the columns of its Byzantine churches.
 Visit the city of Cyrene, founded in the 7th century BC and for
centuries the most important Greek city in North Africa – its
stunning temple of Zeus is larger than the Parthenon in Athens.
 Extra tour to the Sahara Desert.
b Ecology of Ecuador
- The enchanted islands of Galapagos
 A special tour accompanied by guest lecturer, Dr Michael Brooke,
Curator of Birds, Cambridge University Museum of Zoology.
 Travel in a specially modified cruiser, adapted for the Galapagos. All
Unit 5. On Tour
cabins are air-conditioned outside cabins with private toilet/ shower

room.
 The tour begins with a visit to colonial Quito, plus a tour of the
Avenue of Volcanoes, among stunning scenery.
 The South American archipelago of the Galapagos Islands is home
to an amazing variety of wildlife – giant tortoises, marine iguanas,
78
and many more.
 Optional tour of the Ecuadorian Amazon – a journey to another
world.
c
St Petersburg – City of music
 Tour to one of the world‘s most magical cities. Including a number

of concerts in grand settings (e.g. Sheremetev Palace, where students
of the St Petersburg Music Conservatory will perform works by
Tchaikovsky exclusively for our group).
 Program covers all the principles sights of Peter the Great‘s
magnificent city, from the Hermitage, with its priceless Scythian
gold collection, to the Catherine Palace at Pushkin, with its recently-
restored Amber Room.
 We will also have the services of Humphrey Burton, one of Britain‘s
most distinguished television directors and commentators to help
bring out the musical magic.
 We stay throughout at the Dostoyevsky Hotel in the heart of St
Petersburg.
2. Match these notes written by a tour operator with the correct tour. In each
case, decide that the notes mean.
2
Airport arrival – meet and greet?

1
Book coach transfers (plus local guide)
Book local guide for city panoramic tour.
Local guides at various sights?
Lecture in museum – English language?
Check accommodation arrangements for the
Hotel facilities Sahara tour – tents?
Unit 5. On Tour
Double-check availability of HB
Check first-class cabin for guest lecturer.

Staff on cruiser – English-speaking? 79
Local guide for tour of volcanoes.
Land-based travel? Jeeps?

3. Which tourism professionals will be employed on the tours?
Example
A guide at the museum
4. Which tour would you most like to work on?
What job would you like to do on the tour? Why?
TIME TO LISTEN
From tour guide to tour manager
1. What is the difference between a tour guide and a tour manager?

2. Check these words in the dictionary if necessary.
commentary excursion qualification
3. Tourism trainees do not usually find a job tour manager as their first job.
Listen to Gina Meadows describe what she did before she became a tour manager.
Note down the training she did and any jobs she had.
4. Listen again and write T for TRUE and F for FALSE.

i. Gina always wanted to work in tourism
Unit 5. On Tour
ii. The qualification she got is recognized in many European countries.

iii. She got the job she wanted immediately.
iv. Her experience of travelling was more important than the qualification.
80
v. She spent two years working as a tour guide before becoming a tour manager.
vi. She likes her job
VOCABULARY 1
Standards of Performance
1. Use the words and phrases below to complete the „Standards of performance”
advice sheet to tour guides from a training manual.
anecdote first-aid kit rapport clarity

body language gestures seat belts hazards
sense of humor eye contact microphone tone
STANDARDS OF PERFORMANCE
AIM: to inform, entertain, and care for visitors, and enhance their experience
 Establish a welcome 1____________ with the group by smiling when you

greet the group and introduce yourself and the driver.
 Use open 2_____________ - do not fold arms, do not keep hands in
pockets.
 Control hand and arm 3______________.
 Check that the 4 ____________is switched on and working, and adjust it to
ensure 5______________.
 Make sure that you are looking at everyone and establish 6____________
when talking to the group.
 Use voice correctly with a variety of pitch and a lively 7____________ .
 Be enthusiastic and use your 8______________ to entertain and make the
group smile and laugh appropriate.
 Tell stories and 9______________, but try not to make them too long.
Unit 5. On Tour
 Inform group about safety, use of 10_____________ on the coach,

11
________ , and emergency procedures.
 Warn group of 12_____________, e.g, while walking and getting off the
coach.
81
2. What do you think these technical abbreviations and terms used by tour
managers/guides mean?
1. comfort break 5. pax
2. grats 6. rooming list
3. Must Tells 7. Top Visual Priorities
4. panoramic
TIME TO SPEAK 1
Checking schedules
Role-play the conversations between a tour guide and a hotel, and a tour guide
and a driver.
Student A
You are the tour guide. Phone the Now you are the driver
hotel to check the following. This is the schedule you have.
Arrive 13.00 (later than booked) 8.00 Pick up at hotel
Non-smoking section 10.30 Comfort break
16 pax 12.30 Arrive Temple of Literature
2 vegetarian (lunch & tour)
No children 14.00 Depart Temple of Literature
17.00 Arrive
Hotel = Crown Hotel
STUDENT B
You are the receptionist at the Now you are the tour guide. Phone
hotel. This is the information you tomorrow‟s driver to check the following.
have.
7.30 Pick up (earlier than booked)
Arrive 12.30
10.00 Comfort break (motorway)
Non-smoking section
12.00 Arrive …(tour then lunch)
18 pax
14.00 Depart …
No vegetarian meals book
Unit 5. On Tour
17.00 Arrive ….
No children / high chairs
Hotel = Crown Hotel for pax, but driver in Castle

Inn.
82
TIME TO SPEAK 2
Practicalities on tour
1. At which stage of a tour would you expect to hear the expressions listed
below? Write your answer under “exercise 1‟ in the table.
1. When checking arrangements with other tourism service providers (e.g.
hotel)
2. When talking to passengers at the start of the tour
3. When talking to passengers during the trip
4. When talking to Head Office (tour operator)
5. When talking to passengers when getting off the coach
Exercise 1 Exercise 2
a. If you look to your left in a moment, you‘ll see… 3
b. Hi, this is Sarah, the guide from Galloway Tours.
c. Please be back on the coach in thirty minutes‘
time.
d. Can you all hear me OK?
e. If that‘s a problem, call me back on the mobile.
f. Is the temperature OK?
g. While I‘ve got you, can I just check something
else?
h. We are going to take a break here.
i. For a moment, just sit back and relax.
j. Hi, this is Sarah again. There‘s another problem
k. So I‘ll tell you something about.
l. I‘m just checking you got my message.
m. Your driver today is Ken.
n. Please be careful as you get off.
2. Listen to the extracts from five conversations or commentaries – they

Unit 5. On Tour
correspond with situations 1 to 5 in part 1.

Write the letter of the conversation in the last column.
83
TIME TO WRITE
Preparing notes for commentaries

1. Work in groups of four. Read the sections b and e of the commentary below
and identify what the speakers actually say for these notes.
b. Welcome everybody. Can you all hear me? Yes? Good. Let me start by
introducing myself – my name‘s Sarah and I‘ll be looking after you today.
Your driver today is Ken. We‘re going to be on the coach quite a lot today
because we‘re taking a scenic route through the countryside, so I hope
you‘re all comfortable. Is the temperature OK? Good. We will be stopping
for lunch in a very nice hilltop restaurant, and after a visit to the castle in the
afternoon, we shouldn‘t arrive at tonight‘s hotel around 6.00 p.m. I‘ll be
telling you a little bit about the countryside and some of the places we pass,
but for the moment, just sit back and relax. Once we‘re under way, I‘ll be
passing through the coach, so if you have any questions about the day; please
ask me.
e . Ok, thank you for listening. I hope you‘ve enjoyed the first part of the
tour. We‘re going to take a break here. You‘ll find a café and toilets in the
buildings over to the left of the coach. Please be back on the coach in thirty
minutes‘ time – that‘s at, er, eleven o‘clock. Did you all get that? Eleven
o‘clock. The coach departs at 11.03 precisely in order to meet our train
connection. There‘ll be a lot of coaches parked here, so make sure you know
which one is ours – we‘re displaying the number 64, OK? Now, please be
careful as you get off, the steps are rather steep, and the road outside is a bit
slippery. Thank you.
Things to remember
at start Getting off
welcome reminders
check microphone thank you – enjoy?
Unit 5. On Tour
introduce self and driver break – coffee and toilets

comfortable? back in 30 minutes (check
temperature? time)
explain day – lunch, visit castle, be careful (steep steps)
arrive hotel 6 p.m
relax – commentary later 84
2. Work in pairs.
 You are guides
 Choose either A or B below
 Say what the guide would actually say for these notes.
 Your partner should compare your commentary with the text on page 116.
TOP VISUAL PRIORITY: DISCRIPTION

A
TOWER BRIDGE
Before bridge – one of the most famous sights

Tower Bridge – started 1886 – took 8 years
great engineering achievement – was world’s largest hydraulic bridge
two towers each 40m high
walkway 45m above river – closed in 1910 (too many suicides)
bridge opens at least once a day – if lucky might see it!
MUST TELL: STORY / ANECDOTE

B
Green Park on left

Why ‘Green’ Park?
No flowers – just trees and grass
Why no flowers?
In 17th century king walked through park – picked flowers
for mistress (girlfriend)
Unit 5. On Tour
Queen (wife) not happy – all flowers removed

Bunch of grass = not so romantic!
85
3. Write notes for the Top Visual Priorities (a description of a famous sight) and
Must Tell (an amusing story or something about the food and drink or local
customs) sections for a tour in your own country.
Remember to write only the notes, not the full text.
LANGUAGE SPOT
Here are some different ways a tour
guide can point out interest points
during the tour.
Tourist Questions
Tour Guide
 Is that the...you were talking
 In front of you is... about?
 On your right/left you will see...
 Are we going to pass the...?
 Up ahead...
 Are we going to see any...?
 On your left you will see...
 As we turn the corner here, you  Is it on the right or the left?
will see...  I don't see it. Can you point it out
 In the distance... again?
 If you look up you will notice...  Did I miss it?
 Off to the north...  Will we see it on the way back?
 Look to the east...
 To your west...
 In a few minutes we'll be
passing...
 We are now coming up to...
 As you will see...
 You may have noticed...
 Take a good look at...
 I'd like to point out...
 Keep your eyes open for...
Unit 5. On Tour
86
TIME TO SPEAK 3
Coaching tour role-play
1. In pairs, prepare a tour of an area you know well. You can use or adapt the
notes you made in Writing.
 Things to remember at start
 Top Visual Priorities – description
 Must Tell – story / anecdote
 Getting off reminders
Things to remember at start Getting off reminders
Top Visual Priorities Must Tell
2. Work in groups of five or six.

3. Take turn to give your commentary to the rest of the group.
4. The „passengers‟ should make notes on each guide‟s performance using the
Standard of Performance in Vocabulary.
Unit 5. On Tour
87
FOLLOW UP
Together with your partners, discuss the following statements

1. How to welcome tourists
2. How to perform information about places of interest
3. How to ask and answer tour required questions
4. Useful techniques to guide a tour
5. Showing places of interest
6. Asking and answering tourists‘ questions
Unit 5. On Tour
88
SUPPLEMENTARY 5
TASK 1. ON TOUR TIPS

On Tour
Minimize Jetlag
To ensure your journey is comfortable and enjoyable with Insight Vacations our on-
tour tips to help minimize jetlag and how to keep your things safe and secure during
your travels.
 Plan for your trip in advance, making sure the last couple of days prior to
leaving you are completely relaxed and well rested. Otherwise if you are
rundown and fly there is a higher chance you will get sick and will spend the
first part of your trip trying to recover.
 Reset your clock. When you board the plane change your watch to the local
time of the destination you are traveling to. Try to stay up that bit longer or go
to sleep earlier to get your body clock onto this new time schedule.
 Eat, drink and rest. Opt for lighter meal options and drink plenty of fluids to
avoid dehydration. Either take a couple of bottles of water onto the flight or
continuously ask for drinks throughout the flight. Stick to water or fruit juices,
avoid caffeine, alcohol and high sugar drinks. While those in-flight movies are
tempting, opt for sleep instead. You may wish to take your own fold up travel
pillow for extra comfort.
 Regularly stretch and walk around the plane.
 When you arrive at your destination, try to stay awake until early evening.
Don‘t sleep otherwise you won‘t be able to sleep at night. If you are absolutely
exhausted then have an hour-long nap as soon as you arrive however set your
alarm or order a wakeup call. The best method to stay awake is to stay active.
The adrenalin of being on an exciting Insight tour should keep you awake!
First Aid
Every day over the counter medications are not carried on the coach. Your Tour
Director will be able to advise you on where to purchase these items if needed.
Unit 5. On Tour
Hotel Check-In & Check-Out
Arrangements are made to ensure that check-in and checkout procedures at hotels run
smoothly. All room allocations are done by the hotel prior to arrival. On departing the
hotel, always remember to return your room key to the front desk.
89
Personal Hotel Expenses
Any additional costs incurred during your stay at the hotels are your responsibility.
Please make certain that your account is settled on the evening before departure to
ensure a smooth and speedy check-out.
Drinks
Unless specified, these are at your own expense. Always remember to drink enough
water to avoid dehydration, especially in hot climates. Bottled water is available for
sale on coaches. In some European cafés/bars you pay one price to drink at the bar,
and a higher price to sit at a table. Alcoholic drinks can be much more expensive if
purchased in hotel bars.
Minibars: Some hotel rooms have small refrigerators stocked with drinks and ice,
but check the price list before consuming as they can be expensive.
Meals
North America
 Breakfasts: Consist of a full American breakfast served at the hotel (unless

otherwise noted on your itinerary).
 Lunches: People have varying requirements at lunchtime, so lunch is usually
not included but we will ensure that you have inexpensive and healthy options
across the continent.
 Included dinners: Feature a variety of menus to reflect local cuisine, to give
you a real taste of North America. When dinner is not included your Tour
Director will have a number of suggestions, just right to fit your taste and
budget.
(Adapted from www.insightvacations.com/asia)
Read the article above and summarize the tips for a coaching tour
TASK 2. Vietnam Ecotourism
Look at the website of Vietnam ecotourism.

Unit 5. On Tour
What information can a tourist get from the website?
90
Work in groups.
Think of some ecotourism trips available in Vietnam and put them in each
heading in the table below.
Eco Destination Eco travel Eco accommodation Ecotourism resources

Unit 5. On Tour
91
COMMUNICATION FILES
Discussion
Tourism has been one of the main Tourism leads to greater
causes of global warming. international understanding and
tolerance.
Agree / disagree? Agree / disagree?
Modify: ______________________ Modify: ______________________
Tourism improves infrastructure f The benefits of tourism don‟t go to

regions (road, airports, schools, local people – they go to big
hospitals) multinational companies.

Modify: ______________________ Modify: ______________________
Tourism does not preserve local Rural traditions such as folk

culture; it trivializes and destroys dance and handicrafts are
it. preserved by tourism

Modify: ______________________ Modify: ______________________
Tourism only creates badly-paid Tourism helps to raise standard of

Communication Files
jobs. living of local people.

Modify: ______________________ Modify: ______________________
92
A tour operator is planning schedules for holidays that will take place in August
2018.
1. Work in pairs. Decide the order in which the activities should be done and
match them with the dates.
2. Compare your ideas with another pair and agree a revised order. Try do argue
for the order you originally came up with – you may need to negotiate with the
other pair.
3. Finally, compare with another group of four and agree a final order.
4. You can check your answers with the list provided by the teacher.
a. Issue tickets and final invoice

Late Jan/Feb
2016 2017
b. Have airline scheduling meetings to avoid
congested flight timings.
c. Booking received and forecasts for

March/ April May programs reviewed. Early adjustments made
2017 2017 if necessary.
d. Brochure / website launch
e. Welcome holidaymakers
November February
2017 2018 f. Prepare brochures / website – prices,
photographs, descriptions, etc.
g. Contact with hoteliers and airlines
March / April May

h. Plan which countries and resorts to use and
2018 2018
Communication Files
broadly how many holidays to offer
i. Employ overseas staff, update training,

finalize arrangements with hoteliers, coach
July August
operators, etc.
2018 2018
J. Confirm names of customers to airlines,
hotels, and overseas staff.
93
Instructions:
1. Students work in groups of 10. Number student from 1 to 10.
2. Each student will write down as much information as you can in your
numbered space for a place that you have visited and know well.
3. Exchange the information
1. What‘s on / events/ nightlife 6. Guided tours / walking tours (or other places to
visit in the area)
2. Accommodation options 7. Getting to the nearest airport –and facilities at

the airport
3. Famous sights and visitor attractions 8. Shopping facilities and recreational activities
4. Activities for families / children (or another 9. Your favorite place to visit
special group)
Communication Files
5. Transport services 10. Good restaurants and bars
94
Unit 5. On Tour
Instructions: You are on a coach tour. When you throw the dice, you are the tour
guide. At all the other times, you are passengers. Work in groups of four and play
boardgame
Communication Files
95
STANDARD OF PERFORMANCE CHECKLIST
USEFUL TIPS FOR A SUCCESSFUL TOUR GUIDE
1. Begin with a smile, greeting and introduction

2. Brief the guests about the tour for the day.
3. Review the inclusions and exclusions of the tour
4. Give the distance and traveling time of the destination
5. Give necessaryprcautions
6. Don‘t miss to point important landmarks along the way
7. Information should be delivered in a manner that would
interest the guests.
8. Sense of humor should be part of the delivery of
information
9. When mentioning a name, repeat it or spell it.
10. Never argue with the guests
11. Maintain silence, if the need arises
12. End your tour always by thanking the guests
Performance Checklists
96
Tour Guide and Sightseeing Tours Learning
Learn from the best tour guide professionals conducting sightseeing tours around
the world. Tips and training to increase your client bookings as a tour guide and for
sightseeing tours.
Checklist for a professional tourist guide (1)
DO
1. Use top visual priority (TVPs)
2. Be flexible
a) Select appropriate commentary for group
b) Be prepared to change route
c) Be prepared to change the itinerary
d) Be able to provide alternative routes
3. Give a balanced commentary
Link, relate, qualify and develop according to timing
4. Stress the social history
5. Allow and handle questions
Always listen carefully, repeat the question and use it to gain further
rapport.
Be honest: say if you do not know the answer; look it up and report
6. Give time for guests to talk
7. Limit detail to the important
8. Explain technical terms and jargon
9. Be confident. Conceal your nerves. Remember you know your
subject well
10. Remember your assets: voice, personality, and knowledge… and
smile!
11. Be imaginative
12. Use the visitors‘ knowledge; find out if there are any specific
interests and include them.
13. Use common sense
14. Be diplomatic
15. Carry appropriate reference books e.g. for birds, trees, technical
devices etc.
16. Present the site or experience in the best possible way
97
Checklist for a professional tourist guide (2)
DO NOT
1. Forget to mark the tour in your diary immediately!!
2. Forget to count: group members, restaurant seats, entrance tickets etc.
3. Speak without having something to say
4. Express personal or negative opinions and/or comments
5. Present controversial topics: politics, religion, sex etc.
6. Assume existing knowledge
7. Assume customers to be ignorant
8. Presume to be an expert or get over-extended on a subject
9. Be negative e.g. ―What a shame about the weather‖ or ―This usually
looks better‖ or ―If only we could…‖
10. Hurry your guests, comment on lack of time
11. Turn your back to the group or turn your head away whilst speaking
(exception: moving coach!)
12. Start speaking before group is assembled and composed
13. Speak while walking
14. Overtire your guests with too much information or too many dates
15. Tell lies or make uninformed guesses
16. Offend your visitor
17. Argue – either with the customer or the driver, or indoor staff
18. Forget the name of your group, hotel, programme, voucher

19. Unfavourably compare guests or persons or programmes
20. Give medication to your clients
(Source: Ourexplorertravel. Com)
98
ANSWER KEY
GET IDEAS
2. What factors are essential for tourism industry?
pleasing weather
scenic attractions
historical and cultural factors
accessibility
amenities
accommodation
safety and security
guide/ escort facilities
basic medical facilities
electricity and water
communication system
3. What jobs do the people in the pictures do? Choose from the list.
1. travel agent
2. hotel manager
3. tourist information officer
4. tour guide
5. receptionist
6. resort rep
7. flight attendant
8. airline check-in clerk
9. chef
TIME TO READ
1. Match the quotes with the pictures.

a–5 b–2 c–1 d- 4 e–3
2. Read the text. How many of the types of trip can you find?
Three types:
Leisure tourism Business tourism Visiting friends and

Answer Key
relatives
excursions, Attending meetings, reunion or a wedding, or a
day trips, conferences, and trade regular trip made every
99
weekend breaks fairs year
package holidays, incentive trips
pleasure cruises
hillwalking or treks
cultural trips
educational trips
religious trips
TIME TO LISTEN
1. Listen to the first part of the talk and decide the following statements are true
or false.
1T 2F (1958) 3F (1 billion) 4T 5T
2. Listen to the last part of the talk and complete the ideas below.
1. price-driven
2. destinations
3. holiday experience
4. communities
5. pressure
VOCABULARY 2
Reasons for travel
1. Match the words in A with the definitions in B.
1. Sightseeing -c
2 Trade fair -g
3. Study tour -i
4. Trek -a
5. Conference -f
6. Wedding -l
7. Pilgrimage -k
8. Day trip -b
9. Festival -e
10. Weekend break -d
Answer Key
11. Familiarization -h
12. Incentive tour -j
100
UNIT 2. SPECIALIZED TOURISM
GET IDEAS
1. How are these photos connected to tourism in Vietnam?
A. Bike, Hike and Kayak tour
B. Youth and young tour
C. Adventure sport tour
D. Life-seeing tour
E. Environmental-friendly tour
F. Tribal tour
G. Medical tourism
H. Gastronomy tour
TIME TO READ
2. Do you know what all the „micro-niches‟ are? Which ones
6. are geared towards students and young people?
7. help tourist to find out about their ancestors?
8. get tourists working on environmentally-friendly projects?
9. involve being either a participant or a spectator?
10. involve eating and drinking?
3. Here are some more niches. What do you think each of them involves? Where
would you put them on the chart?
1. industrial
2. plane- spotting
3. cosmetic surgery
4. film trail

Answer Key
GET IDEAS
3. Label the photos with the words from the box

101
1. scenic spot 2. accommodation 3. home of FR
4. F & B 3. transportation 4. guiding
4. Put these things from the box below into the correct categories.
Elements
for
a complete
vacation
Accommodation Transportation Attractions Support services

Self -catering Air Culture Insurance
Home of FR Road Scenic spots Information
services Rail Entertainment Guiding
& others sea Traditions F&B
& others Events
festivals
VOCABULARY 1
1. What are the different package holidays referred to in the photos below?
1. Culture holiday
2. Culture holiday
3. Adventure holiday
4. Family holiday
5. Honeymoon and Wedding
6. Island and beach holiday
Answer Key
7. City break holiday

3. What type of package tours are they advertising? Put the holidays in 1 & 2
into the correct categories.
102
Types of Package Tours Holidays
All-inclusive Tour Island and beach holiday , Family holiday
Independent Tour Adventure holiday
Honeymoon and Wedding
Escorted tour City break holiday
Culture holiday
Special-interest Tours Culture holiday
Island and beach holiday
Incentive Tours Honeymoon and Wedding
Family holiday
City or Regional Tours City break holiday
Culture holiday
TIME TO LISTEN
Discussion
1. How many different ways of providing information to tourist can you
think of?
printed brochures
leaflets
display racks
2. What types of encounters with the public do they involve?
face-to-face (at a Tourist Information center)
recorded information line
a phone helpline
touch-screen computers
3. What types of questions do the public ask?
Directions (How can I get to the castle?)
How, Where, when
Listen
1. C
2. Listen again. What information is the enquirer asking about? Choose
Answer Key
from the list.

1c 2j 3i 4f 5e
3. Note down the expressions that the tourism employees use to offer help.
103
1. How can I help you?
2. Is there anything else I can help you with?
3. Do you need any help?
4. If you need any more information, I‘ll be over at the desk.
VOCABULARY 2
2. Which of the headings (a-i) from a tourist information website will give
information on
1 – c, g 2 – a, d 3 –e 4–h
5–I 6–b 7–f
3. Which of these words do you associate with
Possible answers:
1 – b, d, f, k, l, m, n, o
2 – a, e, h, i
3 – c, g, i
LANGUAGE SPOT
1. Read the extracts about from Tourist Information leaflets and websites
4. Find three sentences using
 You can find reminders of …
 …where you can find bars, restaurants, and club venues….you can find
many trendy designer stores
5. If you’re looking for a good night out, then ….
Whether you’re after a luxurious four-poster bed ….or a bunk bed in a city
center hostel
If you want to get out and about …
3. Complete this description of Copenhagen.

1. whether 2. find 3. worth 4. must
5. If 6. why 7. visit/ leave 8. Without
4. Look at the list of expressions below. Which ones

Possible answers
Answer Key
1 – a, c, g, h 2 – b, e, i 3 – d, f
104
SUPPLEMENTARY READING 2
A. How to organize package tours
1. Match the headings with the paragraphs
A. Definition
B. Elements of a package tour
C. Types of Packages
D. Special-interest tours
E. Adventure tours
F. City/regional tours
G. Group tours
H. Fully escorted tours
2. Answer the following questions
1. Package tours are excursions or holidays which ―package‖ a variety of services

together to make a single ―combined‖ trip.
2. Tours can be long or short in duration and distance. They may be a one-day or
overnight package, or they could be a period of a month or more.
3. Packaged tours typically include:
 All transfers between airports/harbors/stations and hotels
 Twin share tourist and first-class accommodation with private facilities, as
specified
 Cruises
 Rental cars
 Entrance fees to attractions
 Insurance
 Tickets for entry to events or attractions
 Insurance
4. Because this ensures all consumers‘ needs and desires are met
GET IDEAS
Answer Key
2. What is the role of a tour guide?

3. What does a tour guide do and need in their career? Brainstorming
105
Suggested Answers
guides tourists around a particular place that they are visiting

offers them relevant information about the place.
be able to interpret the natural heritage and cultural aspects of an area
have the necessary qualifications issued by the appropriate authority to work as a tour
guide
accompanies visitors on tours
guides tourists within a specific country, region, city or site
provides special information on history, archeology, monuments and works of art, the
environment, culture, natural and built attractions, places of interest
know much about the history, scenery, and culture (in English) for the places where
you are giving tours to keep the tourists interested
excellent communication and negotiation skills
patience and tact
problem solving skills and ability to think logically
VOCABULARY 1
Types of tour guide
2. Match the kind of tour guide with the definition.
On-site or local A person competent enough to guide in a certain locality or area

guide
City guide or A person who accompanies a group of tourists from the point of
escort origin to the destination, and back to the origin. Usually handles
group‘s check in and check out.
Specialized Is a guide who specializes in a certain field such as botany,
guide architecture, environment, marine life, etc.
Step-on guide A guide who join a tour bus for a local sightseeing excursion.
3. Look at the list of tasks below. Put a tick on what a tour guide normally does.
a, b, e, f, g, h, k
TIME TO READ
1. What do these words mean? Match them with the appropriate photo.
Pano = panoramic tour
Answer Key
Pax = passengers
TVP = Top Visual Priorities
106
TIME TO READ
2. Do you agree or disagree with these statements?

Some of them are partially true:
1. T (not on a coach)
2. T (not too many jokes)
3. 3F 4T 5T
6. T (tell the tourists ten minutes, but actually wait a few minutes longer)
7. T
8. T
4. Find phrasal verbs in the text
start (a journey) [set off]
dominate [take over]
fasten [do up]
take care of [look after]
invent [make up]
VOCABULARY 2
3. Complete the Working Procedure Diagram of a tour guide with the activities
from the list below
Pre-tour Post-tour
On-tour
Answer Key
107
Unit 5. On-tour
GET IDEAS
1. What do you know about the three places in the pictures?
They are Libya, Ecuador, and St Petersburg
TIME TO READ
1. Read about the three tours. In groups, discuss the questions.
Which of the tour involve
1c 2a 3b 4c 5b 6a 7 b, c
2. Match these notes written by a tour operator with the correct tour. In each
case, decide that the notes mean
1c 2a 3b
3. Which tourism professionals will be employed on the tours?
TIME TO LISTEN
3. Note down the training she did and any jobs she had.
Coach Tour Guide course, Tour Guide (from 18 to 35 tours)
4. Listen again and write T for TRUE and F for FALSE.
1T 2T 3F 4T 5F 6T
VOCABULARY
Answer Key
1. Use the words and phrases below to complete the „Standards of performance”
advice sheet to tour guides from a training manual.
108
2. What do you think these technical abbreviations and terms used by tour
managers/guides mean?
TIME TO SPEAK 2
This activity introduces some key expressions when guiding.
COMMUNICATION
UNIT 2
Answer Key
109

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PART 1

2. What factors are essential for tourism industry? Brainstorming

Choose the words from the list below to help you

1. pleasing weather 5. amenities 9. guide/ escort facilities

Did you know

Three forms of tourism

In 1994, the United Nations identified three forms of tourism in its

Unit 1. What is tourism?

With a partner, look at the adjectives for describing people.

calm friendly flexible

1. Find six pairs of opposite adjectives.

3. What is your working

So do you want to work in tourism?

He or she has to…

It would be awful to have to…

Something I wouldn’t enjoy is…

1. Discuss these questions about job dutiesAnother thing he or she as to do

CARD 1 Local Resort Representatives

The reps‟ duties will include:

2. Compare your ideas with your partners.

 Must / be / friendly / smart

b. We spent last Christmas

c. We go to Pearl island in Phu Quoc

3. Sharing experience about your trips in groups

Inside tourism: Reasons for travel

good work (this is known as an incentive tour).

1. Hoi An weekend sightseeing trip

Reasons for travel

1.Sightseeing a A long hard walk lasting several days or weeks, usually

6. Wedding f Large official meeting, often lasting several days, for

Sustainable tourism is a new form

3. In your opinion, what should we do to help sustainable tourism

What skills does a tourism manager need?

Modern languages – especially French and English

Enterprise skills (innovation and creativity)

3. Work with another pair to form a group of four.

7. Finally, discuss your opinions

Vietnam fact file

Name of country / region: ____________________

Sources for information and statistics: _________

Sector Example Website Location Other

Answer the following questions and then discuss in groups.

1. How important is tourism in your country?

1. Name some popular types of tourism.

 Adventure tourism  Ethnotourism

Experimental tourism is a novel approach to tourism in which visitors do not

For example, Alpha-tourism - in which a tourist finds the first street

(TITC) – According to Mr. Nguyen Van

In order to form effective policies for responsible tourism in Vietnam, on

Responsible tourism creates the sustainability

To overcome the challenges that affect sustainable tourism development, at the

conference, the delegates gave proposals to develop effective policies for

PART 3. Vocabulary enrichment

Building a brand in tourism

1. Complete the table

VERB NOUN ADJECTIVE

2. Match the beginnings in A with the endings in B

1. How are these photos connected to tourism in Vietnam?

Unit 2. Specialized Tourism

2. Can you think of any

What is niche tourism?

4. Match the niches in 3 with these extracts

Unit 2. Specialized Tourism

1. __ 2. 2. 3.

Culture

4 _______ 5 _ 6 _________