English for InternationaL

•
OUflsm

Workbook

Miriam Jacob
 Itinerary
Unit SeHing Revision DeveLoping the Topic
1
Types of
Holiday
Travel agencies and tour
operators
Vocabulary 1: types of holiday
lan guage Focus: compound adjectives with
numbers
Reading 1:
Reading 2:
Vocabulary 2:
Weddings and Honeymoons
Sells Ring and Confetti Rains
compoun d nouns
••
page 4 Speechwork: word stress, in two, three and
four-syllable words
0 listening 1 and 2:The Type of Holiday Italians 0
Prefer
Writing 1: letter-writing format Writing 2: completing a fax

2 Recruitment and job

huntin g
language Focus: simple/conti nuous verb forms listening 1: work experience 0

•
A Career in Writing 1: a career history Writing 3: describing a career
Tourism

page 9
Speechwork: word stress: -tion. -ai, -ial. -ity,
-ely
0 Reading:
Vocabulary:
On a Tour of Duty
job titles and job terms
Writin g 2: a letter of application

3
Trends in
Tourism organisations and
tourist boards
language Focus: past simple/p resent perfect
simple
listening: development of tourism in the
Czech Republic
0
Tourism Writing 1: changing trends in tourism Writi ng 3: a memo: tourism in the Czech

•
Republic
page 14 Speechwork: past verb forms w ith ed 0 Reading: They Came, They Saw, They
Vocabulary 1; terms for travellers
Ate Pizza
Writing 2: writ ing from notes
Vocabulary 2: money terms

,4
Where People
Go
Tourist boards, tour
operators, Tourist
Information Centres (TICs),
and travel agents
Listening 1:

Speechwork :
Vocabulary:
Top ten highest spending
visitors to the UK
the schwa:l
British and American usage
0
0
Reading :
listening 2:
Writing 2:
W hen the Heat is On
Sicilian tou rism
a report on to urism in Sicily
•
0
page 18
Speaking: reading figures aloud
language Focus: the definite artide
Writing 1: expanding notes into an article

0
••
5 Travel agenCies language Focus: asking questions and question listening 2: the sales conversation
Travel Agents Reading 1: Selling Techniques
page 22
Speechwork: intonation in questions 0 Reading 2: Top Shop
Listening 1:
Writing 1:
a booking form
a letter of confirmation
0 Vocabulary: compound adjectives
Writing 2: a fax requesting informat ion

Review 1
l anguage Review
Units 1-5
page 27

6
Tour
Operators
Tour operators and
hoteliers
Speechwork: contractions
l anguage Focus: the passive
Writ ing 1: a briefing letter for a new
0 Reading:

Vocabulary 1:
Holiday Reps Enjoy a Hard
Day's Night
words with more than one
meaning
•
page 29 employee
listen ing 1 and 2:Poker game decides the
fortune of holiday firms
0
Vocabulary 2: financial expressions
Writi ng 2: a report on sales patterns

•
Tourist boards Vocabulary 1: advertiSing literature Vocabulary 3: describing leisure pursuits
Promoting a lan guage Focus: referring to the futu re Reading: Test Series Gives Big Boost to
Destination West Indies Tourism
Speechworlc: pausing and rhythm 0
page 34 Vocabulary 2: brochure language listening: promoting Ireland as a tourist
destination
0
Writ ing 1: promotional material
Writing 2: reporti ng on how Ireland is
promoted

8
Responsible
Tourism
Ecological and economic
issues
National and local
government
Speechwork:
Vocabulary 1:
word boundaries
business collocations
l anguage Focus: reporting verbs
0 Reading:
Vocabulary 2:
Listening:
Battle to Save the Galapagos
the environment
Ecocentrics
•
0
page 38 Environmental and tourism Writjng: Instructions for Travellers to
agenCies India

2
 Unit Setting Revision Deve lo ping the Topic

9 AU tourism providers Vocabulary 1: two-part verbs Vocabulary 3: air travel

Transport 0
•
Language Focus: two-part verbs Listening: flight scheduling

page 42 Speechwork: making announcements 0 Reading: Which Seat on the Plane?

Writing: a fax: information on
procedures

10
Customer
Relations
Customer relations
departments
Vocabulary 1: adjectives describing personality:
prefixes
Language Focus· infini tve or gerund?
Reading 1:

Vocabulary 2:
An Unfortunate Inodent at
Ridgeway Tours
service
•
page 48 Speechwork: contrastivestress 0 Listening : dealing with cust omers face to-face
0
Writing 1: replying to a letter of
complaint
Reading 2:
Vocabulary 3:
Writing 2:
Answering Customer Queries
expressions with hand
writing instr uctions - how to
create a good impression
•
Review 2
Language Review
Units 6 · 10

page 52

11 0
•
Hotels Language Focus: adjectives and order of adjectives listen ing: Grand Bohemia Hotel
Hotel Facilities Speech work: stress in compound
adjectives
0 Reading: Seeking a Grander Hotel
page 54 vocabulary 2: forming verbs with the prefix
Vocabulary 1: collocations with and en or em
Writing: replying to a letter of enqUiry

12 Hotels, trade fairs, tour

operators
Language Focus 1: conjunctions Listening: choosing a site for a theme
park
0
Selecting Vocabulary: adjectives
Locations Language Focus 2: conjunctions
Speechwork: pronunciation of the 0
•
page 59 letter a Writing : recommending a new site
Reading: Mammon Rampant in City of
Shrines

13 Tourist Information
Centres
Vocabulary 1: tourist facilities Listening 2: l ondon Tourist Board 0
Things to Do Speech work: pausing and stress 0 Language Focus 2: intensifiers
page 63 Language Focus 1:conditionals Vocabulary 2: Synonyms: British and
American English
0
•
Listening 1: Berlin Tourist Office
Writ ing 1: a leaflet giving tou rist Reading: Greenwich - the Centre of
information Time and Space
Wri tng2 : giving tourism information

14 Guided tours Speechwork: pausing, stress and pitch

0 Listening: custodians at Dover Castle 0
Marketing Writing 1: designing a poster Vocabulary 1: castles and museums
the Past
Language Focus: relative clauses Writing 2: a speech: life in the Middle

•
page Speaking: giving a guided tou r Ages
Reading: Fossils Get into Showbiz
Vocabulary 2: negative and positve adjectives
Writing 3: writi ng an advertisement

15 Hotels, airlines, conference

organisers
Speech work: sound and spelling - word
stress in homographs
0 Vocabulary: conferences and meetings
Business
Travel language Focus: possibility and certainty
Listening: organising a conference 0
Writing 2: writing a set of instructions
page 74 Writing 1: a template promotional letter

Review 3
Reading: Women Business Travellers
•
l anguage Review
Units 11·15
page 79

Tapescripts 81 Key ..
• = Readin g text
o = li stening text 3
 o
Types of Holiday
Revision
Vocab ulary 1 Language Focus
Compound adjectives with numbers
a , Decide if these sentences a re co rrect or incorrect. Correct
the sentences that are wrong.
b
IJ a It's a fi ve miles' drive t o the airport.

"""
b O n thi s two -day escorted t rip to th e Cairngorms, you wiD
c
travel by coach.
e There are several weekend break packages in this
d
brochure.

'"
e i d The guests decided to opt fo r the set menu.
e Manage ment regret to announce that there wil l be a f our-
f hour delay.

9 , .., 2 Use the informat ion in the grid to w rite short descript ions.
(The first one has been done for you .)
What is thehidden vert ical word? __ ____ _
a Its a twrJ-cenirehofid.cutUz,JtingJeKen You
will staslJl two liJ.xw'fil"ve-dNh0t.tJ.4, the FurtJuuJ.
Use the words that are missing from these sentences to
in Pa1.errrw arui the pon.u. Nuevo in CefaiJ1. 7k
complete the grid .
wi1i in.cLu.d.e hAlf-boardwith a fUur- course
a A flig ht from Londo n to Australia is a _ - _ flight. (4. 4) everWtfl meal in flu. tra.d.i.titmai
b A ___ __ is a holiday w here the tour·operator
arranges both the f light and the accommodation. (7 & 4)
Tour Number Duration Hotels Category locatio n
c Two weeks at a resident ial art schoo l is a ___ _
holiday. (7 & 8)
d A holiday aboard a luxury liner is a ___ . (6)
a Sicily
of centres

two 7 nights Fortun.l .....

..... PalefTT10 HB
If aditional
Ponte Cefalu
Nuovo restaurant
e A two - or three-day holiday which is not taken during t he (number of
week is a .(7 & 5) courses..: 4)

A holiday visitin g a game park is a . (6) b Goo two 14 nigh ts eo. ....
... on .....'" HB
9 A holiday on a farm, staying as a guest of t he owners, is a "d N!WDe/hi S miles

____ .(8) Toj from the '" 3 days

Mah ,1 city centre

2 Answer these questions:

c Turkey
, od
three 14 nights Da/dfMn
S;men.J ....., escorted hiler!
FB
evt'ning
Taurus K"
a What is the opposite of a long-haul destination?
M ounta ins
b Give an example of each of th e follow ing for your country:
d Orlando "' 0 10 nights Or/,mdo ..... 10 miles in Orl ando:
1 a long-ha ul destination "d Sup/erne from visit them e pan:s
Cayman DiSney
2 a special interest holida y
3 a city break
Islands
Cayman ..... World
on beach Cayman :
G,,,,"
4 a theme park be""
HB
5 a dome stic reso rt .....
restauran t ==
 o Types of Holida y

Speechwork a
b
Word stress Yours Sincerely, 0 John Barrett 0
The words in the box appear in the two reading texts in Sales Manager
c
Developing the Topic.
Put them into the corred columns according to their stress Ms D. Carlisle 0
patterns. The Grove House
435 lovers lane
d
Europa
lOurs
Avenue
0
Prjnceton 74n Newbern
abroad arrange better
08540 Medl ord 02155
se:.tt;.s___
Massachu:::
castle client couple
e
customer destination escape
Dear Ms Carlisle, 0
marriage occasion prefer
. t draw your atte ntion to 0
recommended reservations romantic In particular I the four-hour wedd ings
something neW an eXC! I , . es by elephant and
specialist towards wed ding h the groom arnlJ
in Thailand were rf rmance by drummers
. dwithapeo
the proceedIngsen 46 in our brochure. We
hich is on page .

•• •• abroad
••• ••• • •••
and dancers, W dd' s in hot air balloons ,n
are also able to offer we 109
Kenya or on camels in Mombasa.

9
We look forward to hearing from you in the near 0
future and welcoming you on one of our Europa
wedd ing packages . Please phone our help line on
10293847456 for up-to-the-minute information on
availability.

e in whiCh yOU 0
our letter 01 5 Jun moon packageS
h lhank yOU tor Y .on about our hOney our latest
fmati e
request info p'ease nnd endos d hich most suit
·th a diller ence . 0_ d those tours w
WI have mar",e
brochure . I
'lour needs.

o listen to the tape and check your answers .
Writing 1
These are the different sections of a letter. They are in the
wrong order.
Put them in the corred order, by numb ering them 1-10 .
Nearer at home, here in the States we offer
under-sea ceremoniesoff Florida Keys, or if ou
0
prefer to marry in the Winter we can arrang: the
ceremony to be On the ski slopes in Vermont.
8th June 0

5
 Developing the Topic
Reading 1
Read th e articl e Weddings and Honeymoons and answer
the questions .
a Why, according to the article, is it becoming more popular in
Britain to get married abroad?
b W hat is the minimum t ime a tou r operato r needs to
organ ise a we dding abroad?
c Which group of people find this type of wedding more
attractive?
Weddings and Honeymoons
GETTING married .broad
was once ron$idered a whim
strict ly for the fabulously
wealthy- or deeply eccentric.
But over the last to years
it has become a much more
accepted idea. Indeed, it
is now considered trendy.
""-'_--'--' Although the total market
remains relati\·c.lysmall, at."Countingfor perhaps 15,000 of the
dose to 400,000 couples who get marr ied each year, numb ers
arc increasing all the time.
Cost is one of the main reasons . It is estimated the
wedding in Britain t.'ost'i between £8,000 and £10,000.
This contrast .. with the f.2,OOO it can cost a coup le to have a
comb ined wedding ceremo ny and honeymoon abroad.
It is also ea."ier to arra nge. Whil e many UK ceremonies are
planned a year or more in advance, weddings abroad can
usua lly be booked a few months ahead. Operator s covering
certai n destinations can handle a reservation just 2 weeks before
the \,,·eddiog day - although it is not recomm ended .
Colleen O'Brien, weddings coordinator for Kuooi, which
hand les about 3,000 weddings a year, said: "There is quit e a lot
of administrative work which needs to be done, so the more
tim e we baye the better.
"Clients should also be aware they will need to have some
involvem ent with the paperwork, although we try to keep that
to a minimwn. However, we do fmd some customers who think
that because they have booked their wedding through a tour
operator, they will bay€': to do absolutely nothing."
She thought getting married abroad was "the perfect idea".
Although Kuoni's wedding client" have ranged in age from 18 to
d What change is affecting this trade at the moment?
e W hich extras we re once free , but are now to be found 00
the supplements lists?
W hy is Ireland becoming a pop ular dest ination?
75 , she said the concept was particularly suited to couples
embarking on a second marriage or those who had been living
together for many years.
"They often want to escape everything and everybody and
just celebrate their wedding quietly," said Ms O ' Brien.
The majority of wedding couples prefer to travel just with
each other, hut an incr easing number are inviting a couple of
friend s or relatives. Carol Stokes, Thom son Holidays' long-haul
marketing manager, said there is also a growing trend towards
wedding groups.
"It is no longer unusual to have 10 or 15 people accompanying
the bride and groom, and on one famous o<;casion last year, we
had a group of 64," she said.
In the past, wedding guests would stay in a separa te hotel and
return home a week before the newlyweds, but Kuoni's Ms
O'Bricn said they now often accompanied the couple for the
whole of the trip.
"Trends are definitely changing," she added.
In fact, trends arc changing across the whole of the
honeymoons market . For example, operators wed to offer
flowers, fruit or 'wine free of charge to newlyweds . But now
such extra s invariably appear under th e heading of '"special
occasions" - next to a list of applicable supplements.
According to Kuoni, the Maldives, Mauritius, St Lucia and
Far East to urs are among the most requ ested honeymoon
destinations.
Closer to home, short·break specia list Time OfT said Venice,
Rome and Paris were continuing to attrac.:t steady business,
while Irelan d was becoming popular for its rom antic castles and
coun try hou$e hotels with four.poster beds.
(from Travel Trade Gazette)
 o Types of Holiday

Readin g 2
Read Bells ring and confetti rains f rom Bali to Cyprus and find the follo w ing
places:
a The most pop ular destinatio n in th e Indian Ocean.
b A destination t hat has recentl y abolished a residency qualif icat ion.
c An area th at is popular due to its cheapness.
d An ideal location for safari honeymoo ns.
e W here th e bride and groo m must be of th e same religion.
W here most weddings take place at a beach resort .
9 W here couples mu st be resident in th e count ry fo r at least seven days.
h A count ry w here th e Touri st Board has issued a leaflet explainin g weddin g
procedures.
A location t hat does not have a residency qualificat ion.
Where t he price includes th e chapel f ee, pho tograp hs, a limo usine and
witnesses.

Bells Ring and Confetti Rains from Bali to Cyprus

Peter Lille y looks at both the new and the trad itional w edding venues

THE CARRIBEAN Somak Holidaysoffers wedding packages at a number of beach

THE CARIBBEAN is still (he most popular region for getting
married abroad, helped considerablyby (he relative cheapness of
J:l..maica and ,he Dominictn Republic - the ben-selling
destinations for both Thomson and Cosmos.
The Cayman Islands has made it easier for couples to gcc
married by abolishingitS previous72-hour residencyqualification.
The Department of Tourism has issued a leaflct. Gwing
Married in the Cayman Islands, detailing all the information
required to obtain a marriageliccnce.
Skybus Holidays' Caribbean Dream programme is among
operatOISfeaturingSt Lucia, where it offers weddingarrangements
from £374 per couple at the Islander, Candyo Inn and Caribees
hotels. Caribtours offers plantation weddings on St Kitts and
Nevis.
THE INDIAN OCEAN
Mauritius has moved ahead of the Seychellesas the rnO$[ popular
wedding destinuion in the Indian Ocean.
Ic is now thc bigges-Heller for Kuoni, which features eight
propenies including Lc Touessrok, where wedding arrangements
coS( £125 per couple.
KENYA
Gaining in popularity quickly and an ideal choice for
couples who want a beach/safari combination or a two-ccmre
wedding/honeymoon I1Utching Kenya with the Seychelles or
Mauritius.
hords.
BALI
Anmhcr more problematic place to hold weddings, which was
why Thomson withdrew.
Couples need to be resident in the country for seven working
days and present themselvesto officials in Jakarta.
It is also imponant that both the bride and groom should be of
the same
MALAYSIA
Most couples who get married in Malaysiado so in Penang - the
country's first and best-known beach resort.
Popular locationsfor the ceremony includethe Shangri-LaRasa
Sayang with its exquisitegardens.
THEUS
The popular wedding locations of Florida, Hawaii and Las Vegas
have the advantageof having no residencyqualification. so couples
can get married 3S soon as their paperwork is in order.
Prices stare at £142 for 3 wedding ceremony at the Chapd of
Flowers in Las Vegas which includes the chapel fee, witnesses,
photogr.aphsand limousineservice.
In Hawaii. prices start at £589 which includes of a
limousineand a solo musician or vocalist at the reception.
(from Trawl Gautu)

2 Which destinations would you advise these clients to choose?

a Miss Colley and Mr Brow ne w ho wou ld like to go on a safari honeymoo n.
b John and Sarah w ho have onl y f our days f or t he trip .
e Petra and Peter w ho wo uld like to go to Asia and stay at th e seaside.
d Charles and Diana w ho wou ld like t o get married on a plantation .
e Anton ella and Francesco w ho wo uld like a recepti on w it h live music.
7
 Vocabulary 2 Listening 2
Compound nouns Vincenzo is a t ravel consultant in a busy travel agency in
Look again at Bells Ring and Confetti Rains. Palermo, the regional capital of Sicily. He is talkin g to CQIr
Butler, the new Ventur es Manager of Exotic Destinations,
How many compound nouns can you find containing the
about w here Sicilians go on holiday.
word wedding? For example: wedding arrangements .
o
2 Use the nouns in the box to form compound nouns
meaning:
a tou rist destination at t he seaside
Listen and decide if these statements are true or false.
a The most popular holiday destin at ion is the USA. T
b 60 per cent of Sicilians holid ay in Europe. T F
0
0
F =
=
b the price charged for a religious ceremony
c document permitting someo ne to marry
d a chauff eur-driven car
c Thailand and Singapore are more popu lar honeymoon
destinatio ns than the Maldives or China. T0 F
d Sicilian holidaymakers only want to sit on the beach all d':'J
=
TD F=
beach
chapel
fee
licence
lim ousine
marria ge
serv ice
resort
e The Far East is popular because you can have the
t he sea as well as touri ng the area. T
Mex ico has become pop ular in the last three years.
D
and
F =
Listening 1 TDF=
Giovanna is a travel consult ant in a large Roman travel
agency. She is talkin g t o Colin Butler, the new Ventur es
Writing 2
Manager of Exotic Destinations, about the types of holid ay Complete Colin Butler's fax to the Managing Director of
many Romans take today. Exotic Destinations.

o Listen and complete the chart. To Maria Rodriguts

Exotic
Fax 044 171354 8979
Time of year Types and length of Places most
From Colin Burltr
holid ay li kely to go Fax 00 39 92 374 857
No. of pages including this one: 1

· · • USA Rc Ita lians' holid ay preferences

· •
Dear Maria,
I have had several meetings with travel agents throughout Italy.
The meetings in Rome and Palermo were particularly useful.
• 1 Holiday periods
According to the travel agent in Rome, Italians tend to take (a) __ _
breaks in August with shorter breaks at (b) and
2
· · ·
· •
2 Destinations
Both consultants believed that (d) , (e)
America and the Far East were popular destinations. Their
• South

· • Seychelles suppon the figures we have from the tourist board and our previoos
research on the popularity of particular destinations both for the

· general holiday trade and the honeymoon trade. though in Sicily it is

felt that (f) is the most exotic destination.

3 Cultural! short break ho lid ays

3 • • · These tend to be taken at (9)____ when Italians visit
cities such as (i) • (j) , and {k),___ _

• · 4 Types of holiday
Apparently, Romans still require mainly (1)____ while the Sicia-
are now demanding (m)' ___ _
£

• Mad rid
5 Popularity of the Orient
This is growing in popularity as tounsts can combine a (n) _ __ _
4 • honeymoo ns
· with a (0)'___ _

I trust that this will be helpful. 1'/1 submit a flill repon on my return ne)7
• Aust ralia week.

Regards

·
 •
A Career
in Tourism
Revision
Language Focus
Simple/continuous verb forms
o 1 Peter is being interviewed on the radio about his career.
Listen and fill in the gaps.
Peter. The job at Wobu rn was demanding but very
enjoyable.

Interviewer: Peter (a) .............. .......... in various sectors Interviewer: But you've moved again?
of the trade now for many years. As I
Peter. Yes. I couldn't resist the challenge to have a
understand it. Peter, you (b) . . .. in
say in the future needs of a heritage site
Bahrain, Kuwait and other countries in the
such as Hadrian's Wall. At present I
M iddle East and now you (e) .. in
(j) ...... to persuade government to
England?
understand the need for the conservation
Peter: Yes, thaI's right. of our culture, but at the same time to allow
for maximum visitor satisfaction.
Interviewer: Can you tell us how it all started?

Peter: Er ... w hen I (d) .............. school I joined the

2 Tick "/ the corred boxes.
army and got my first posting to Bahrain.
a The interviewer says "Peter has been working in various
Interviewer: So how was that connected with tourism? sectors".
Peter: W hile I (e) ............... in Bahrain I was asked Does this mean:
to set up a youth television service. So I left Peter worked in all the sectors at the same time? D
the army and continued to live in the Middle 2 Peter worked and is still working in the tourism
East. I (ft ............. on very well in th e media industry? D
business but (g) ............. to take up a post 3 Peter no longer works in tourism? D
at the Hilton Hotel in Ku wait . b The interviewer says "you have worked in Bahrain".
Interviewer: So you had t wo changes of career. W hy Does this mean:
move again? 1 Peter no longer works in Bahrain? D
2 Peter still works in Bahrain? D
Peter: Well, it was something I (h) ...... to do.
3 Peter is about to return to Bahrain? D
Interviewer: But then you returned to England and
Wo burn. Why was that?

Peter: I felt that the time was ripe to return home.

There (i) . .... a time when you feel a
little homesick.

Interviewer: So w hat did you do at Wob urn?

9
 Writing 1
1$1 Look at the pictures and the notes and use them to help
you complete the dialogue. The first one has been done for
you.

1 Area Sales Manager 2 office junior 3 one year later. tour guide

4 home after 3 years 5

7
I"IANAG:£R
o NEWTOWN BRANCH 0
GLOBAL TRAV£LAG:ENCX

I:. ., ;
10 I, 11
17 Is 13 'f 13

Interviewer: W hat do you do?

Paula : (I) I am the Ar'ea Sales Managu for Funtour5 Ltd. a firm of tra vel agents.
Intervie wer: I understand th at yo u' ve had a varied career. How did yo u start?
Paula: (2) .•.

Interviewer: And w hat did you do after tha t?

Paula: (3) . •..•

Interviewer: What then?

Paula: (4)

Interviewer : Back to the tra vel hade bu sine ss?

Paula: .. . .. .... ... . .... - .... ....... ................. ...... ... .............. .
Interviewer: And w hen did you move here, to Funt ours?
Paula: (6) .

Interviewer : And w hat does yo ur job invo lve?

Paula:
Interviewer: Thank you, Paula. I've enjoyed talking to you.
 e A Career in Tourism

Speechwork
Word stress
Look at the words in the box and mark the stress on each 2 Complete the sentences below to make a rule for each set
one . For example: of words .

•••
prediction
a For w ords endi ng w ith the suffix tion the stress is on the
.... ..... ........ from the end.
b For words ending w ith the suffix al the stress is on the
................. .. ... from the end.
prediction accommodation organisation compensation c For words ending w ith the suffix ity or ty the stress is on the
............ ... ....... from the end .
operation vocat ion amb iti on graduation
3 Read this conversation between Alain legrand, the General
conservation satisfact ion qualification Manager of the Paradise Hotel, and Silvia Fonteyn, an
applicant for the post 01 Front-ai-House Manager .
managerial polit ical int ernat ional Mark the stress in the italicised words.

Silvia: Yes. After graduation I took a year out and went

additional interpersonal vocationa l
backpacking in t he Himalayas. I then joined an
organisation that was concerned wit h the
reality priority university
conservation of our national herit age before
returning to university to gain a qualification in
personality novelty sOciety
travel and tourism.
Alain: So you gained additional qualifications?
o Listen to the tape and check. Practise saying the words .
Silvia: Mm, yes, that's right. You see it had always been
my ambition to work in the t our ism sector.

Writing 2
A letter of application
o listen to the tape and check your pronunciation.

In the letter below there are some gramma tical errors on

some lines.
Underline the incorred word or words. Then write the correct
word(s) in the box on the right-hand side of the page.

Dear Sir.
a) I am writing for apply ing for the post of juni or sales manager at
b) Gobi Desert Tours Inc . which I see advertised in this week's Travel Weekly.

c) As you are seeing from my resume I have recently obtained a diploma in

d) ' rourism management from the Tourism Institute in Madrid after
e) I had been completing a three-year course there.

f) Since I am always wanting to work in the States in the travel business

g) seclor but was not wishing to commence work until I was fully proficieIH
h) in English I spend the last six months studying in London.

i) During thi s time I be fortunate enough to find a part-time job in a local

j) travel agency which is spec ialising in travel to the States and where I was able
k) to develop my interpersonal skills.

1) I attracted to your vacancy as I believe that I can offer the drh-e and
m) commitment necessary to persuading middle-aged holidaymakers to trek
n) acros s the Gobi desert.

0) I enclose my resume and look forward to hear from yo u.

II
 Developing the Topic
Listen ing 1 Reading
Justine and Kitty both work at the Excelsior Hotel. They are 1 Read th is extract from an article about careers in tour ism
talking to a group of to urism students about their careers. and complete the gaps.
o Listen and complete the grid.

KITIY JUSTINE
On a Tour of Duty
TRAINING
· none
By the 2 1st cent ury. according to an English Tourist Board
prediction, tourism wi ll be the largest (a) ................ in the \vorld. It
• already one of Brita in's largest industries, emp loying 1.5 million
PART-TIME wh ile at ......... ......... w hile at school peop le in trilvel, heritage and leisure .
WORK
• waitress • Although (b) .............. in trave l and tourism may appea r to be
full of glamour and one long holida y, the reality is that mey are
• hard (c) .................. involving long hours and co nsiderable stress
with little pay. Nor is (d) ........... ......... security regarded as a high
FULL-TIME
WORK
• · priority, becau se movin g from compan y to (e) ..... ..
or from one sector of the industry to another is seen as a perfectly
• confe rence
organiser
· acceptable (0 .................. strategy.

This immensely comp lex and interdependent industry consists

• of the core of (g) .......................... (who design, organise and
· public), the main serv ice and product suppli ers (transpo rt.
• conference sales
manager
Writing 3
Read this summary of Kitty's work experience. Then write a
similar summary for Justine .
When Kitty left schoo l s he went to college where she
followed a three-year hotel ma nagement training
programme . While at college she had several
jOb5 incl uding working in a re5ta urant as a
waitress and in hotel reception. Her first fu ll-time j ob
was as a restaurant manager in a sma ll hote l.
market holidays). the (hi ...................... (who sell them to the
accommod ation and enterta inment) and a myriad of specia list
orga nisation s which support them.
All who work in the industry have a passion for travel, a of
adventure. a liking for nove lty, com bined with a positive attitude to
challenge.
Prospective (i) .... .. ...... need what are known in the trade as
good interpersonal skills and a gregarious outlook: they need to be
people who like people. A willingness to move around, to accept
............. ....... as they arise, is an ao;set which ofte n means that
family ties must come a definite seco nd. The apparent
compen sation is the possibility of creating an intemationa l family
of friends and business (k) .......... all over the world who
share similar interests and enthusiasms.
(from ThtGuardian

2 'On a Tour of Duty' Part 2. Read these further edracts from the same
article and put them int o the correct order . The fir st one has been done for
a Her advice to other heritage industry
aspi rants is to contact English
Heritage 's human resource
department and to remember that
detenn ,inalian was the vital ingred ient
for a career like hers. "Keep knockin g
on doors. keep re_ading and learn ing
as much as pos!'.ible,'· she says.
b Let's look at Andy All en, Nat ional
Sales Manager for Jet Set Tours, who
stane d his career in 1978 as an office
juni or wi th Thomas Cook. Afte r six
months, he jo ined the air fare unit
then moved to a small, family trave l
firm , where he had the chance to learn
all the bas ics and to try his hand at
everyt hin g. His fir st management
post was at a branch of a travel agen t
cha in from where. after a series of
placemen ts. he moved to Pickford 's
Travel. There he spent eleven happy
years, be.com ing retail sales manage r
and then nat ional sa les manager.
When Pickford 's amalg amated with
Hogg Robin son in 1993, he decided
to fulfil an early amb iti on and went
backpa ck ing around the world for
e ight months returning to Britain to
join Jet Set Tours. [I]
3 Answer these que stions:
a W hat was Andy Allen's fi rst job?
b W hen do man y tourism staff acqu ire acade mic
qua lifications?
c • For w hich jobs a re o lder peop le often prefe rred?
d In which fi eld wo uld yo u be un ab le to rise to a se nior post if
yo u were not hig hly q ualifi ed?
e What, according to Cleus Eve ra rd , d o you need to succeed
in th e he ritage sector?
4 list Andy Allen's employment record in reverse
chrono logical order. You wil l not be ab le to g ive a ll the
dates .
I !
d His career pattern is a common one in
whkh a su itable asp irant can sta rt as
a counter derk or trainee and still find
that the sky, literally, is the limi t. It is
widely felt th at academic
qualifications are often less important
than peop le ski lls, common sense and
a positive att itude for new entrants.
Althoug h compu ter literacy, a good
know ledge of geography and foreign
languages are extreme ly useful, as
c are bas ic research skills. As a
conseq uence when employee s want
There are also ope.nings for malure
to rise through the structure. the y
e.ntranrs
. ••
and grad<
uates f rom other
need to acq uire additiona l
1spec ialitie s - such as h·Istory qua lification s. A grow ing numb er
angllages and business studies _ h'
are d WO therefore acqu ire th eir academi c
0 . to rake additional
qualifications late in their careers. 0
qllahficatlOns and have the ·oh .
of. . nelson
. expcne ncc and persona lity. For
couriers or resort reps and
TUldes are mature adults with e
anguage SkIlls, cons iderob le tr I Cleus Everard , the newly appointed
e . . ave
xpenen .ce and speciali.st knowledge Director of Ston ehenge , is an
of subj ects .such as t-me art exa mple of the lat e entrant. She
archaeo logy, history and arc hitec ture' joined the anny on leaving school and
Staff in th e h· soon found herself in Oman on <.\
entage sector .
concernCd with the conservation and post in g as a schools liai son officer, an
0 f h·Istonc. SHes
d eve lopmenr . exper ience which. an
. . and
are also adu lts with a wide Omani gove rnment mVltaUOn to
vanety of backgrounds and kj·11 up a youth television news service
A hh ou h S s. afte r she left the army. Further
. g there are openj ngs for
schOO.1 le;Jvers a nd for adults with job successes in TV and the media in
most senior jobs are fiUcd Midd le Ea st led to a se mor
manageme nt post at the H yatt
quahficd experts in archaeology ,
hlst.Ory, museum studies, fine an and Regency Hote l in Dubai, one of the
studies. world's great luxury hotel s. She
o eventua lly return ed to Britain to be
appo inted director of Longleat, a
job she enjoyed But
the advertised appomt ment at
Sto nehenge wa.'> irresistible. 0
Vocabu lary
Find the words in 'A Tour of Duty' Part 2 wh ich descr ibe
the positions or jobs of the people mentioned.
For exa mple:
Andy Allen, Nation al Safes Manager for Jet Set Tours
2 There are many ways of talkin g generally about job s.
For examp le:
I am writing to apply fo r the position of Senior Area
Ma rketi ng Manager.
Find the words that are missing from these se nte nces in
'A Tour of Duty' Part 2:
a Cleus had a .............................. as a schoo ls liaison off icer
in Oma n.
b Andy became retail sales man ager after a se ries of
c His first management ... . .... ..... was in a
travel age nt's .
d Cleus en joyed her ........................... ... ........ . at Longleat
enormo usly.
e Andy began his .......... .... ...... .. as an offic e ju nior.
Cleus saw t he ...................... ...... ...... adve rtised . 13
 •
Trends
in Tourism
Revision
Language Focus Writing 1
The past simple/the present perfect simple Describe how holidays have changed.
Complete this text using the correct forms of the verbs
in brackets.

D
uring the 19605 in Britain some resorts (a) ............. (lose)
their way and the will to develop. Some, like Brighton and
Bournemouth , Ibl .............". . (change) direction and
(el .............. (go) for conference business and English language
students. Thousands of small hotels and boarding houses
(d) ................(become) retirementhomes.

However, although at that time the boom in cheap holidays at

Mediterraneanresorts (e) ................. (threaten) the future of British
seaside resorts, since then they (f) ................... (adapt) to the new
demands for shorter holidays and for off-peak holidays. Brighton
(g) .................. (invest) in a marina, a conference centre, and a
number of new hotels.

The history of modern mass tourism (hi . (begin)

relatively slowly in the 1960s but (i) ..... Iaccelerate) w ith the
advent of the wide-bodied jets in 1970, and the substantial growth 2
only (j) .,..................(halt) in 1973 with major recession. Until then the
market Ik) .. " .." .. " ...." (develop) in a fairl y unsophisticated way and
was highly seasonal. Then (I) .......... (come) a second setback in
1981, but tourism (mi ................. (remain) remarkably resilient and
expansion (n) " .."",,. !follow) the pause. It (a) ...... (be) in the
early 19805 that new markets and new segments emerged, when
seasonality (p) ... "",,. Ibe) first challenged, and quality and value for
money (q) .. "." .. " ... "."" .. Ibe) increasingly demanded.

Change will accelerate, marketers will need to identify

change, producers and developers will need to respond to it. But
standards (r) . ................ (improve). competition (s) '" ...... (intensify)
and the expectations of the traveller are much higher.
 e Trends in Tourism
Speechwork Vocabulary 1
Past verb forms with ed
How are the past tenses in the box pronounced? hol iday maker tripper commuter
migrant nomad passenger
Write them in the correct columns.
globetrotter itinerant hiker
developed described deserted
acce lerated gained hoped Match the people in the box to these sentences:
increased intensified invested a I trave l daily on this route to work.
invo lved rushed shocked b I trave l f rom place to place look ing for grass for my cattle.
sorted staggered w idened e I travel to a nearby attraction for a short period, usually a day,
for pleasure .
It! Idl IIdl d I travel widely around the world but not necessarily for
developed described deserted pleasure, sometimes for my work .
e I am travelling in t his vehicle but I am not driving it.
I travel by wa lking across country. It is not my norm al means
of transport and I usually do it for pleasure.
9 I travel from place to place because I do not have a
permanent ho me .

o listen to the tape to check.

h r am travelling for my vacation.
I am travelling because I wish to make another cou ntry my
home.
2 What are the past simple forms of these verbs?
2 Are the people in exercise 1 always tourists, never tourists
a impro ve, start, change, move, remain
or sometimes tourists?
b look , help, establish, flourish, play
c stay, stir, watc h, charge. thrive Complete this Venn diagram.
d record, affect, walk, persuade, collect
e jump, top, travel, stop, work

Practise saying them. Sometimes

Which is the odd one out in each of the sets? Always Never
o listen to th e tape to check.

commuter

15
 Writing 2
Use these notes to write a short Dar.u!:raoh.

antis Boa rd of Tourism --

..
others on coa st & some towns '
1st tour. off ice est. 1885 Liml>urg
N6T not.s t. till 1968
HQ in Lei"s c;;henaam .
-
staff = 100 ... 50 in 16 off. abroad
role = prom
ote & into and dom . tour ism . give info -+ consumer

-'

Developing the Topic

Listening
..,
o listen to Igor Menzel, the manager of Praha Tours in Prague, talking about the recent
development of tourism in the Czech Republic. Take notes under these headings:

The situation befor e 1989 fo r outbound tourists: The d evelopments in the Czech Republic for
Inbound tourists:
• how Czechs obtain ed a visa:
................................. ....... , _ .... -... . ............. .................. • why tourists want to come to Prag ue:
... •. ..... . .••. ... ....••. •.... .•..... •.. ......... . . ........ .......... ......... ................... . . ........... ........ .. .......................... ..
•.... • .................••...... . . ................. .... ....
.. ........ . .. ....... . ... .. . . .... ... ... ... . ...•.. ... ... ... .. .. ..... .. ....... ... •.....
....... ......... ... . ....•..... .... .. . . . . .... . •..•........•. ••..... .. ............ ..
... .. . .. .... . •... . .... .. •..• •.....•... •. .. ..... .•..... ...
• the percentage who tr avelled abroa d: ........ .... ..... ... .... . .. • the probl em in the beginning:
..... ..... ......... .. . ..... .... . . .. .. ....... .. •. .••.. ... . •......
• the numb er of agencies: ............... ..................... ... ...... ..
....... ......... ....................... ... ........ . ..... ................. .....
• how Czechs tra velled : ........... .......... ... .......... ............ . .. .................. . ... ....... ...........
.............. .... ......... ....... ..
• how this was dealt with :
What happened immediately after the Velvet
......... ............... ................ .....
Revoluti on o f 1989 : ........................ ................. ......... .............
..... ............... .......... ... ....... .. .............. ........ .... .. . . .......• ........ . .. .•.. ....
.. ............ ......... ..
Developments since 1989: • the presene situ at ion :
.................. ... .. ' " ............
• number of agencies at the moment: ............ ...... ........ .. . ......•....•.... . •...
.... ..................... .......... ..................
• the most popul ar way to travel: ..... ........ ....... ... ............ . ......... ...... .. ...... ........ .. ..... .... ......... ................ .
• why it is popular: ...... .. ...... ...... ................... ..... .. .
• reductions at hot els: .... ... .......... ........... ........... ... ....... .. ..

Writing 3
..., You w ork for Travel Unlimited, a to ur operator w hich is interested in developing tour s
to Prague from Italy and tours to Italy from Prague.

Use your notes from the Listening to write a report for your marketing team.
 e Trends in Tourism

Reading
This art icle describes recent trends in t ouris m .
Read the article and answe r the qu est ion s.

a How does the article imply that ea rly tourists behaved?

b In which part of the world does th e writer believe that there will be the greatest
Increase in to uri sm?
c Why did the tourists of t he 19505 need reassurance?
d How are the Pacific Rim tourists being helped and reassured?
e What chan ges are being made by Briti sh to urism provide rs?

They Came, They Saw, They Ate Pizza

Jt used to be America that provided the first British holidaymakers who
Th e colonis ts are being colonise d. DC}'3n Britain with irs largest conti ngent of free- vemuted ro Spain in rhe 1950s needed
$udjic on how Europe is being furned into spending overseas visi eocs. But the biggesr conStant reassurance to persuade t hem rhat
one big theme park
jump in high-spending new visitors is from abroad was n't absolutely terrifying, with
Taiwan) Malaysia, Korea and Japan. Wit h supplies of tea bags, beer and chips , so Asian
TOURI SM USED to be somet hing that well-
Heathrow full of jumb os (rom Korea, and visicors to Britain st ill COme in tightly
heeled norchern Europeans and Nanh
even the mOSt out-of -the -wa)' COUntry tea organised rout groups, rushing around in
Americans did (0 ocher people. They put on
room eager to accept Japanese cred it cards, packs, following a guide from one familiar
brighdy colo ured clothes and wande red
Bricain is havin g to get used [0 looking at landmark to anothe r. The best of!,'3nised are
around the world as if it were a zoo,
mass tOurism from rhe other end of the the Japanese, who publish handy guides to
charrering away in fronc of the natives and
telescope. reassure t hei r citizens that British taxi
scartering the local currency thar they did not
1£'5 a deve lopment thar wi ll have far- drivers will nor be offended by a tip. The
need to bothe r to understand because they
reach ing conseque nces for the whole of Japanesc have even estab lished a paral lel
could buy so much with their dollars and
Europe . Seen from the omside, parcicularly universe in London, clustered around Regem
pounds, confident that they were watching a
from the now dominant economies of the Strcet, where you wiil find not JUSt the offices
spectacle mounted enti rely for their benefic.
Pacific Rim, Europe is a puzzling place, full of Japanese airl ines, but also br-anchcs of
Then t hei r less affiuent com patrio ts
of incomprehens ible little countries , each Tokyo department Stores set up especially to
joined in, turning much of the coastline of
with rheir own lan guage. Irs industries, cater for the overseas J apa nese markct.
Spain, Greece and Turkey into a convincing
fcom shipb uildin g t o computers arc dying, Delivered by bus , the J apanese can pay in
replica of the high-rise estates they had left
one by ooe. yen, and have no need to attempt to speak a
behind.
Europe's fmute role is as a cherne park word of Engl.ish or to worry abom making
Tourism is still regarded as a uniquely
the size of an enti re cominent, attraCting fools of themselves in front of (oreigners.
\Vestern form of cultural imperialism, and
millions of newly affiuem "isitors from the (Adapted from ThtGuardian )
therefore to be discouraged. How ever its
rest of th e world to Stare at the ancient
next culeuml clash isn't goi ng to be on the
remains of irs city cent res from Paris and
beaches of Asia or the Costas, it's going to be
London to Copenhagen and Amstetdam.
back in north ern Europe, wher e it all sprang
Even before the arrival of the mass-
from in the first place.
marker Asian tourist, the im pact of tourism
Last year Britain had 2 1 million
on Bricain has already been dramatic. Look
overseas visitors, up from 16 million JUSt
at Windsor, where what was once a thriving
five years ago. Th e Government's latest
COUntry town has seen every shop on its high
figures on tourism, released th is week,
street turn into a fase-food outiCt catering for
predict another rise of 10 prr cent . The
the castle visirors.
numbers of visieors are not going to scop
The transformation of Britain by
growing.
tourism is still only JUSt beginning. Ju se as

Vocabulary 2
List the words and exp re ssions from the a rticle that can be gro uped aro und the
words Money a nd Wealth.

17
 •
Where
People Go
Revision
Listening 1 2 Read t his radi o commercial for holidays and mark ail 1M
Which of these nat ionaliti es do yo u think spends most schwa sounds. Practise saying it, then lis ten to the tape
w hen visiting the UK? check.

Did you know that in Daytona Beach, in Florida, USA, a fe--:ea

the Japanese the Italians th e French
court has ruled that tourists may no longer take their cars 0-
th e Americans the Germans the Irish
the beach during the turtles' breeding season? Or that yo:; ::a-
the A ustralians the Spanish get a discount in the bars and restaurants in Atlantic City if • .:l-
have a special visitors' card? And that those of you who er :-
o O n t he tape yo u can hear a tou rist board off icial giving a
research student some information on t he top ten foreign
bird-watching could take part in an eighteen -day trip through :.-.:-
Scottish High lands? Or you might prefer a romantic break ':: ::-e
spenders in th e UK. Bristol Hotel, where the candle-lit dinner includes oyst€f5 z-=
Listen and fi ll in the missing in formation on the chart: caviar followed by salmo n wi th pink champagne! Whatever )"O!..""
tastes, ring Creative Holidays on 0171 384 8394.

Top Ten IIlgh cst Spending Visitors 10 t.he UK

Vocabulary
I. £'1 ,486 million
How much do you remember?
2. Germans
3. In the following sentences, find th e American word or
4. £429 milli on expression and give the British equivalent.
5. £393 million For exampl e:
6. Auslralians There was a lon g line of people waiti ng at check-in.
7.
US: line UK: queue
B.
9. Canadians £252 milli on a He to ok a one-way ticket from Paris to Madrid .
10. Dutch £239 million b It's usually cheaper to trave l in the fall rather than the
summe r.
c Take th e elevator to the ro of- t op restaurant.
Speechwork d The fau cet in my bat hroom leaks.
The schwa <l e The guest asked fo r his check.
The price of a round tr ip is $395, sir.
Look at this passage and mark the schwa sounds. 9 There was o nly one closet in th e roo m .
h Excuse me, could yo u please tell me th e way to th e
Italy has opened the doors of its senate building to visirors,
restroom?
offering guided {Ours of the sixteenth-cenr ury palace on the
first Saturday of each month. The tour takes in (he library
and (he elegant drawing room.
(from TA.Guardian )

o 2 Practise sayi ng it, then li sten to the tape to check.

 o Where People Go

Speaking Language Foc us

Look at the following sets of information . The definite article
Practise saying the times, figures and calculation s aloud. This text has no defi nit e articles (the).
For example: Put them in w here they are needed.

a HOSTED VILLA HOTELS

Today's business people travel extensively as part of their job
Box office and stay in expensive hotels. W hen they go away they want
open daily Mon-Sat from 10 to 10 same comfort as they are used to at home such as
bathrooms . but in a more simple. informal setting. Sea Club
Tel: 0171 304 4000
Hotel at Cala Ratjada in Majorca is a hotel that caters (or this
type of client.

It is registered with Tourist Board as a one-star hotel - that is

The box office is open daily from Monday t o Saturda y eq uivalent to a youth hostel. Its low rating is because there are
from 10 a.m. to 10 p.m. The telephone numb er is no TVs or telep hones in rooms, but this is probably most
0171 304 4000. ex pensive one-star hotel in Spain! All rooms have en-suite
bathrooms and are built aro und a luxury swimming pool.

b Guests can laze arou nd all day, or take a car to exp lore island.
Then in evening Sea Club comes into its own, with dinner
served at one long tab le - so everyone mixes and gets to
Hampton Court know each other. This is what makes Sea Club so unique;
business people spend t heir lives travelling but don't get to
meet loca ls, yet at Sea Club there are always local people who
come in to dine and meet guests.

(extn.ct from Leisure and Tourism byVerite Baker.

published by Addison Wf!sJey Longman)

Are there any places where the definite article is optional?

Where are they?

c
Writing 1
Use these notes to write a short article about how the
currency situation in 1995 affected where British
Tourist Exchange Rates

••
holid aymakers went. The original article was published on
£ Sterling
Italy L 2.395 June 1 1995. Write it as if today was June 1 1995 .
France FFr 7.96
Currency fluctuations = many GB holiclaymakers -+
Germany DM 2 335
•• Switzerland SFr
Belgium 8Fr
1.97
46.00
USA. Turkey, Italy r ;;tra:=C::ti::..ve
:..-___ .
Netherlands G 2.63
Spain Pta 194.00
• There is a 2 % commission charge on aU transactions. L.. t yr.: __ _

Now: 7.8FF= £1 ----------

GB trav. lose £30 /every £500 __ . ___ _
d
... holiday bookings 7'. on 1994
- --t=--'---- ----
fZ5 X DM2 .335 => DM5 t.375 - ,2% COhUt1;ssio7'l Spain business too
.2% x5f.37 5 = !>II 1. 167 Bookings -t -;d April show UK mkt. t from 44 -+ 427,:.....____ -1
375 - 1.16 7 PM 57. .zoS'
£l-;-n -
o listen to th e tape and compare.
turkey nearly x2 mkt.. share: now 71.
swit1<3s favourable currency rates must & services

£1 = 60·/.. more Turkish lira

----------
cost meals & x2 19
.......
 Developing the Topic
Reading
Read the article and comp lete t he gaps.
a The numb er of visitors to Britain last year ....................... .
b The proportio n of repeat visito rs: ............ .......... .............. ...
c The number of Japanese v isitors: .......................... .
d Last year's percentage increase in th e number of North American visitors:
e The percentage grow t h in visitor s from the Far East:
The numb er of North American visitor s: ............................... ...... .

When the Heat is On

It's the sea·sou. of heat a nd du.st, w hell the They come for different things. The Americans and
Brit ish are at the seaside or ab road, leaving Antipo deans* are interested in our common roOtS and
their cultlll'tl i het"itage to tourists . The a'l cient architecture that is centur ies older t han the irs. Th e
1J1onlt1Jl.ellls,pt:tlaces, and historic streets Russians apparently like Blackpool , the Durch and
Germans have discovered the beaches of East Anglia.
resemble a new Baby lon, ,-inging U'itb
the Japanese are heading for Wales, the Scandinavians
Ell1'opean, Asia ,ll and America1/. dialects.
for the shops in the Nor th- east, and the Itali ans [0 the
Last year, Britain attracted nearly 21 million
Scotti sh Highland s.
visitors. The tre nd is steadily upwa rd , but the picture
Th e Nort h Americans come in great num bers - 3.5
is nOt unequivocally good. Tourism is the world 's
million last year, an increase of 4 per cem on the
biggest growth industry, and Britain is facing ever
previous year. Th e bigges t increase, of 30 per cent, is in
fiercer competi tion for tourist s' spending money.
visitors from Eastern Europe.
"We have been a pop ular place to come to for many
Bur the big growt h market for tourism, and the
years; ' said Isobel Coy, oh he British Tourist Aut hority.
one all the competing resorrs and desti nation s are
"Now practica lly every counery in rhe world is after the
aiming at, is the Far East, showing a g rowth of 15 per
tourist dollar, wheth er it has a small coral reef or
cent a year. The Japanese have been coming, and
Florence. There is serious compet ition out there.
contin ue to come, to Britai n in considerab le numbers-
"Br itain has CO concentrate on doing well and there
599,00 0 last year - but it is such nationalitie s as the
is a lot of room for im provement. Two-t hirds of our
Koreans, the Taiwanese, the Malaysians and the Thais
visitors are repeat visitors, which is good, bur we mUSt
who hold the futu re in thei r wallets.
make sure we' re offering peop le what they want - high
standards, value for money, and a warm welcome so
they continue to come." (from ThtGuardian )

'" Antipodeans '" Austra lians and New 'Zealanders

 o Where People Go

2 On this map of Great Britain link the nationaliti es to the tourist spots.

The Scandinavians The Germans

The Japanese The Dutch

...J, Anglia
.r' Wales -
.. . '
The Russians The Italians

3 Answer these questions:

a Why must Britain fight to maintain its tourism growth?
b According to the article, which is its biggest potential growth market?
c W hat needs to be done to persuade more people to visit Britain?

o Listening 2
Now listen to Signor Pacini of the Sicilian Tourist Board talking about tourism in
Sicily and how the regional government is trying to improve the industry there.
As you listen, take notes under these headings:

Where tourists come from

Why tourists choose Sicily
Current trends and future developments

Writing 2
Use your notes from listening 2 to write a report on tourism in Sicily.

21
 •
Travel
Agents
Revision
Language Focus
Asking questions and question tags
Rewrite these sentences in the correct order. 3 Complete this conversation between a client and a travel
a you me is where can tell the station? consultant:
C: I' d like to spend a few days in Rome.
b to Florida you do any know are there cheap if flights?
TC: Can you ......................... w hen ........................ ?
c please this form you in fill could? C: Next month, sometime after the 15th.
TC: Fine. And could ............................ how long
d ask mind do some you if I you questions? .. ?
C: It depends on the price but preferably for four nights.
e a clerk you wo uld mind is free until waiting?
TC: Well, we have some very good offers at the
moment. Will .. . . alone?
yo u me the brochures are show w here w inter-sun can?
C: No , w ith my partner.
9 w hen leaves the train next to know wo uld I like. TC: We ll , if you take this three-night package to the
Flora Hotel it's on ly £345 per person, for two
h tell me yo u spend to could much how you w ish? people sharing a double room w ith shower. let
.............. the brochure.

2 Rewrite these to make them more polite: Question tags

For examp le: 4 In this exercise the trave l consultant is checking some
How old are you? -+ Would yo u mind telling me your age? information , but she makes a lot of mistakes!
Write the questions she asks . The first has been done for
a When do you want to go?
you as an example.
b How many people are there in the group? TC: Your name is Mr Brown, isn't it?

C: No, it's Mr Hu w Brow n.

c How are you paying?
TC: . (English?)

d Repeat thatl C: No, I'm We lsh.

TC: So, ..................................... (We lsh passport?)
e I must check the details. C: No. I've got a British passport.
TC: And yo ur add ress .............. ..
Spell that for me.
(44 Stoney brook Dri ve, Cardiff?)

9 Give me a deposit.
C: No, not exact ly. It's 444 Sunny Brook Drive,Card iff.
TC: And ................................... (a twin room w ith bath?)
h Fill this form in. C: No, we wou ld like a double room w ith a show er.
TC: ............ ............. (for three nights7)
C: No, we' ll be staying for four nights.
 o Travel Agents
Speechwork Writing 1
Intonation in questions Using the notes below, write the letter of confirmation to

o Say these questions, then compare your intonation with the

speakers on the tape.
Mrs Pinotti.

a Good morning. how can I help you?

b Would you like a double room?
c Can you tell me whet her you will require full board?
d Do you know when you will be able to confirm the flight?
e Can you give me your w ife's maiden name?
Would you mind repeating that?
ArI.ANTI<,: IIOUSE tlA ZftW ICI: Ali INU(. HAH\'ARDS HEATH \VHT H HIO IN!'
9 Do you mind if I just check the details?
h May I ask how you will be paying?
Mrs Pinoni
48, Canal Street.
Listening 1 Heme Bay

o Mrs Pinotti is ringing a travel agency. ""m

Oate
listen to the conversation and complete the booking form.
Dear Mrs Pinon!

Name of client: Mrs Pinotti

Hotel:

Dates:
Number of nights:
ISign your name]
Room type: DDs 0 shower 0 bath 0 Assistant travel consultant

Price per night:

Thank Mrs Pinolli for telephone
enquiry of [date).
2 Say what you have booked.
Begin with "In accordancewith
your instructions".
3 Tell her that she must pay the bill
within 48 hours by credit card to
confirm the booking.
Begin with" payment by credit
card" .
4 Thank her for using your fjrm.
5 End the letter.
6 Write the salutation .
 Developing the Topic
Listening 2
You work for a large travel agency and are attending a training session on selling techniques.
o Listen and f ill in the gaps. (The text below is not identical to t he tape.)

The sales conversation is different from an ordinary conversation because it has an (a) ................ w hich is to
(b) ......... the product. There are (c) . .. stages or elements in a sales conversation, which are:
rapport, questioning, presentationand (d) .......... .
Rapport is the (e) ............. which is built up between the sales assistant and the client. It needs to be
established before (n ..... ...................... can take place.

We question the client in order to find the type of (9) ............... he or she requires. There are (h) ........ .
types of questions w hich are (i) ............... and (j) ....... . ........ q uestions. An open question begins w ith a (k)
............. word. W ith t hese kinds of questions you can learn w hat the (I) ................ .. and (m) . . ..... needs
of your client are. You will discover the (n) ............ needs by asking questions such as "W ho will be travelling?,
When do you want to travel? " (0) ............ needs are catered for with (p) ........ . questions such as "(q)
... are your interests?"

When you have discovered your client's needs you must then establish his or her (r) ..... ; these fall into
four main bands. The first is (5) .......... and deals with their special (t) ................... , the second is the
(u) ......... ......... or (v) .............. .. ...... ... Thirdly there's the question of (w) . . .. and fourthly is the
(x) ....... ........ or (y) ..... whe n they can travel.

Reading 1
'$1 Read another extract from the training session talk and complete the gaps with a suitable
word or words.

Selling Techniques
Before beginning the (a) ..... ......... stage yo u should always (b) ............. the inf ormation and (c) ............. . t he facts.
Then present the holiday you w ish to sell. Remember that when presenting th e (d) .......... .... , , the particular holi-
day, that the client is not buying the (e) ............... but what it can do for them. For instance, the client who buys a
two-week holiday in a hotel in Ibiza is not buying the hotel bedroom so they can admire the wallpaper but
because it is near the beach, it has the <n .................they need to help them relax fo r two weeks.

So match the client's needs with the holiday on offer, and concentrate on the (g) ...... , the facilities which the
client requires. You may choose to show the client a hotel which has a whole host of (h) . .. but do not
draw their attention to all of them. It will only confuse. Instead, concentrate on those that will appeal to the client,
those that you know they want or would like. In order to make the product sound attractive and appealing, ideally
suited to their (i) ............... , be selective. If you include Ii) ... ........... information they may feel that t his holiday is
not suitable for them after all. So present the features in the broch ure as benefits. A (k) ............. ... of a hotel is
that it is on ly 200 metres from the beach. Wh ile a (I) .... to the client is the fact that they can get to the
beach eaSily as it is only 200 metres away. By personalising the product in this way you create a desire in the client
to buy t he product. It is not suff icient just to read out the facilities that a client requires out of th e (m)
However it should be referred to. But do not read it out to the client; rather talk about the benefits to them as you
point to photos of th e hotel, the price charts, t he temperature grids. Use it as an aid.

Then once the client shows signs of (n) ................ , of desiring to buy, you should stop selling and (0)
the sale. Remember that once the client agrees to the sale they are showing commitment.
 o Trave l Age nts

Reading 2
Every week the Travel Trade Gazette visits several travel age ncies in a particular
town and asks for th e same informat ion. It then awards eac h agency pOints .
look at the request. Answer t hese questions:
a Whe re do the couple want to go?
b Where don't they want to go?

Top Shop
A cheap, lat e-summer Iwliday Jar a yo unO couple who have been to Spain for the last four years but now want an
alternative . A de sti na t.ion with a fair amount <if sun . Not too quiet - but no Janer louts.

1 Woodcock Travel, Bridge Street 3 Co- op Travelcare, Eastgatc

A spacious corn er site wi th a range or intcrc .. window d isplays.
A clerk suggested the Spanish islands but the client asked for ot her
ideas. Sout hern Greece and Cy prus were thought suita ble. The
clerk discounted Malta for its poor beache s amI Portuga l as be ing
too family-orie ntated. She handed out Freespirit, O lympic Greece
and Olympic Cypr us. Asked about prices, th e clerk said these
were clearly shown in th e bro chur es. Resorts? The custo m er ''''015
again advised to refer to the brochures. The clerk was obviously
under pre ssure in a husy agency but the approac h was still too
sketchy.
Sited in a depa r tment store, the ex terior of this \"'elJ-stocke d
agency was limi ted to a small poster and a Sign . A clerk suggested
Gr eece or Turkey. She looked at Cosmos deal s to Corfu. A
September departur e to Sidar i was too expensi,'c at £427. Pefko s
on Rhodes and Aghios N ikolaos on Crete were also examined. Th e
clerk tried to contact Sunset but the line was bus )'. She said she
could continue to try during the day and co uld contact the client
when she had detail s. Deta ils about accommodation, prices and
availabili ty were printed o ut. The clerk had a stTong know ledge of
operators and used viewdata to good ellcct.

2 Ilkeston Co-op, Bridge 4. Thomas Cook, Bridge Street

A we ll -designed w indow display feat ur ed flights, villas and
European holida ys. Th e spacious agency had a very good and eas ily
accessible bmchure range. A senior clerk said that des pite recent
price rises, Turkey was still good value. Opening Freespirit.Turke)',
she indicated th e comp rehensive resort descr ipti ons and said
Marmaris was a particu lar favourite. The clerk said Kusadasi was
also good value ror money. Her other choice "'a.o; Greece. She
again used a Freesp irit broc hur e to analyse Sidari, Ipsos and Das.'!ia
on Corru. Tsilivi on Zakynthos, Tin gaki on Kos, and Rethym non
and Hersoni ssos on Crete were also recommended. Location,
prices and wcather detai ls for each resort were checked thoroughly.
Villmar Holida ys was al!)o sugge;;ted for GreeC/;!. A mature and
considered approach, coupled with de stinatio n knowl edge and
enthusiasm, resulted in se"era l excelle nt solutions.
A young clerk checked with a colleague who said that n owher e
would be too o\'errun arter She recommend ed
the Spanish i!)lands but the client re peate d that an alternat i,'c to
Spain was r eque sted . Crete and Turk ey were suggeste d . Th e clerk
also said Turk ey was becom ing popu lar. Sunworld, Freesp irit
Turkey and Thomson Simply Greece Were handed out unopened.
Asked to sugges t rCllortll on Crete, she referre d the customer to
the brochur e. Average priccs?T he cler k again adyised the d ient to
read the bro chures. A ske tchy appro ach meant that the potenti al of
we ll-chosen mater ial was lo ...t .
(from Trare! Trade Ga7ctte)

a SERVICE (rna,. 45) 39 D C SERVICE (max. 45) 19 D

SHOP APPE ARANCE (max. 25) 25 SH OP APPEARANCE (rna,. 25) 24
USE OF MAT ERIAL (max. 15) 14 USE OF MATERIAL (max. 15)
C USTOMER REACTION (max. IS) 12 CUSTOMER REACTION (max. 15) 13
TOTAL 90 TOTAL 59

b SERVICE (max. 45) 24 D d SERVICE (max. 45) 34 D

SH OP APPEARANCE (max. 25) 2S SHOP APPEARANCE (max. 25) 22
USE OF MAT ERIAL (max. 15) 4 USE OF MATER IAL (max. 15) 14
CUSTOMER REACTION (rna.,. 15) 12 CUSTOMER REACTION (rna,. IS) 14
TOTAL 65 TOTAL 82

25
 Writing 2
2 You w ork as a travel consultant for Creati ve Destinat ions .
a Read about the four trave l agenc ies and decide which You have received a fax from a man enquiring about
age ncy dea lt with the coup le's request most satisfactor ily. holidays for himself and his w ife to the Portuguese island of
Mad eira.
b Match the tab les of results to the travel agencies by writing
Reply to the fax. asking for the information you need
the correct numbers in the boxes.
before you can recommend a suitable hotel or a package .

3 Answer these quest ions about Woodcock Travel

a Why did the clerk consider Malta and Portugal to be
To : Hr Par ki n s
unsuitable?
From:
b W here did she suggest the clients might like to go?
Date :
c Ho w did she describe the resorts?
No o f pages :
d Why was her approach too sketchy? Re : Informa tio n on holidays to Nadeira
4 Answer these questions about IIkeston Co-op
a Which places did the clerk recommend?
Dea r Mr pa.rkins,
have several
b Ho w did she use the brochures?
Thank you for your f ax .
Madeira bo'.:.h in Ol.U:·
c What did she check? excellent hote l s in
all-inclusive packages and in our independent
d What qualit ies did she possess?
t r ave l ler selecti on . However , so t hat I ca..-l. be
su re to recorrrnend cli.e best holiday for you, I
5 Answer these questions, using the information in
would apprec i ate it i f you could give me some
Listening 2 and Readi ng 2.
more i n f ormation by answering the Iollo' ....ing
a W hat did the clerks in Thom as Cook and Woodcock Travel
questio ns:
do wrong?
b What advice wou ld you give to the young clerk in Thomas
1
Cook?

Vocabulary
Compound adjectives
Look at the texts in Reading 2 and find the
compound adjectives which mean :
a a good choice:
b for the family:
c with plenty of material:
d effect ively planned and organised:

2 In the text about IIkeston Co-op we know that the w riter

preferred th is agency to the others by his use of adject ives.
He describes the agency as spacious, the approach as
matu re and considered.
Make a list of other positive adject ives used .
 Review 1
Units 1-5
Language Review
1 Types of Holida y 2 A Career in Touri sm
Use compound adjectives with numbers to rewrite these Here are two extra cts f rom an interview in w hich a you ng
sentences. without changing the meaning. w om an is talkin g abou t her career.
Complete the gaps using the correct forms of the verbs in
For exampl e:
brackets, making any necessary changes.
At t he Grand Hotel th ey serve a dinn er w hich has f ive
courses. While I W(lS a SLudenl I Ca) .
...... ....... t->e\'era l hOli dav
At th e Grand Hotel they serve a five-cour se dinner. job s. The one I (bl ....... (remember ) mOl:lt \.ividlv .
(e) ..... as a waitress ill a small hotel
.. (be) t.he
a During his holida y, w hich lasted thre e w eeks, Paul m et lan dlad y (d) .... i.llwa\s .
.. ........... (rt mind) us how to
Belind a. behave. Sill ce thcn I (e) ........... (wor k) in several
rest..'w r anl.-; /J nd 1 (f) ......... (n d
...... . /I ) her a dvice \'cry useru!.

b Our brochur e onl y feature s ho tels w hich have fi ve stars.

Last year I (9) .............. (begin) l.hiS iob. as Catering
in tbis hol el. h""ery day I (h) . . .......... (be) respo nSible for the
day.t.o-day run nin g of the resta uran t. I\ t. th e moment. i (i) ..
c Package holidays w here yo u stay in two cent res are
(order) the prov isions ror next month . I,al e·r I (j)
becomin g increasingly popul ar.
(inter,iew) new staff.

d He we nt on a journe y to Paris t hat takes f our hours.

3 Trends in Tourism
Complete the gaps using the correct forms of the verbs in
e It onl y takes two minutes to w alk to th e nearest bank. brackets.

T hroughout history, people (a) ............... (trave l) all over th l!'

2 link the words inside the circle with the word s out side it to world for a variety of purposes. it is only in che last
make at least ten compound nouns. fifey years th at people (b) .. (travd) in slich huge
numbers for pleasure. Until th is century onl y the veT)' rich and
For example: water sports sports centre leisured people in society (c) ............... (ha\'e) the free t ime and
the money to Havel outside the ir own local area. For insranc(', it
water family is known (hat wealt hy Romans (d) ............. (go) to seaside resorts
city in Gret'ce and Egypr. In rhe seventeent h cemury the sons of the
hand tour
sports British aristocr.lcy (e) .............. (travel) throughom Europe to
accomm odation capital
holiday improve their knowledge. With rhe rrulways and the induscria l
centre locker
luggage remluti on in Britain people (t) ............... (begin)
bo ok
guide to tf:l\·el. By the 18705 a ty'pical fumily holiday (g) ...... (be)
a day's crip to the seaside. A century later, dur ing the 19705. the
advent of the chl!'ap package holiday (h) ............... (result ) in
many people bei ng able fO enjoy rhe sun, beaches and food of
Spain. Growing affluence, faster planes and imptQ\'ed facilities
li) .... .. ......... (mean) rhat m ore and more peop le rr;l\'e! ab road
every }'e-ar and now peop le (j) ... (begin) to wane co trave l
further afield. 27
 4 Where People Go
look at the use of the definite article (the) in these 2 Complete the gaps in this conversation:
sentences. Decide if the sentences are correct or incorrect.
Paulette: Good morning, can I help you?
Correct those that are wrong .
Alexander: Ah, yes please. My girlfriend and I would
a Have you been to the Cezanne exhibition at Tale Gallery?
like to go on a safari.
b Package holidays to ski resorts of North America are
becoming more popular. Paulette: (a) ...................... whe re you'd like
e The seven-day tour of the Europe included Innsbruck, to go?
Vienna and Venice. Alexander: Well, we'd heard that the game parks in
d A trip up the Eiffel Tower was part of the package. Kenya were particularly impressive.
e The Buckingham Palace is open to visitors in August. Paulette: Yes, of course. Several companies run
packages to Kenya.
2 This text has no definite art icles (the). Put them in (bl ................... to go?
where necessary.
Alexander: We heard that September was a good time
to go. That's right, (el . ..... ?
As third hottest Briti sh summer
Paulette: Yes, but the temperature is pretty constant
on record appears likely to
throughout the year.
continue, rush abroad ha s reac hed
(d)
record proportions this year.
accommodation... ........... .. in mind?
Al most ten million holidays
Alexander: We would rather go on a camping safari
have already been sold for thi s
than stay in hotels.
summer and remaining 850 ,000
Paulette: Let me show you this one in the brochure.
are Jeaving she lves at such a rate
As you can see, you travel around in
that holiday companies no longer
covered land rovers. The holidays are for
have to tempt customers with
seven or fourteen nights. W hich (e)
lOod of price cuts they needed last
...... .................. ?
year. Alexander: It's all a question of price really.
(ftom Tlte Times)

5 Travel Agents
Put the words in the italicised sentences into the correct
order.

A: Good morning. help you like some would or you are

looking ;ust?
B: Yes please. if had you any wonde ring I brochures Italy
for was holiday?
*
A: Certainly. where going you consideringwere? a seaside
Shade in your score:
or cultural do holiday prefer you? 50
B: Well a little of both rea lly. where can suggest you be Well done! **
somewhere possible it would to short excursions to take *** 40
places of interest?
Well tried! **
A: W ith pleasure. any preference you to the do as area in
have Italy ?
** 30

B: Well, we had heard that there are some good beaches

A good attempt, **
near Rome.
but check your mistakes.

Some revision needed.

* 20
A: Yes. Well, we have two excellent hotels in Rome which ..
Talk to your teacher. ** 10

*
See your teacher now!
28 o
 •
Tour
Operators
Revision
Speechwork
Contractions
o 1 Listen to Mark. a juni or area manager for the Balearic c In the north we have insisted on more sympat hetic
development , and there you w ill find the exclusive
Islands, complaining to a colleague.
As you li sten, complete the gaps in this text: hide -away villas.
d But in t he south we must develop a progra mm e of
refurbi shm ent and improvements.
(a) ... .......... ....... ... . alt very well - we mighr have a e In particular we have to insist t hat tour ope rators do not
12 per cent sha re of all summer packages sold but organise pub craw ls.
(b) .
You see (e) ....
. ...... .......... down 2 per cent on last year.
. ...... been hit by hikes in
o Practise saying them, then listen to the tape to check.

hocel rates. I chink loca l hoteli ees (d) .....

got g reedy after lase year's record season. But British
Language Focus
[Curises (e) .......................... any more money in their The passive
pocketS this year than (0. ..................... lase year. And Rewrite the following statements u'ing the passive.
when you realise that th e (g) ............... . For example : Four reps will meet t he flight .
recovered against the pound, you (h) ................. . The flight will be met by four reps.
be surp rised chat many prefer [0 go to Florid a or Turkey
where thei r (i) ....................... still buy more. a They w ill escort yo u to yo ur hote ls.
0) .... ... . ......... tri ed to offioad some of Out unsold
accom modation onto o ur foreign compet itor s but b They spend t hree days a wee k meeting arrivals.
(k) ........... .. not interested in self-catering
accommo dation . So (l) . ............. ..... .... going to
be forced to reduc e prices in August. c The hote liers have created overbook ing problems.
(m) ................... ....... also had to cancel cwo flights.
d The fall in the value of th e peset a shouldn·t affect the
number of holidays sold.
Practise reading the text aloud.
Compare your version with the tape.
e They did not offer us a welcome drink .

2 In these sentences. underline all the auxiliaries, the forms

of be and have, and the negatives. The police arrest all lager louts .
Decide if they can be contracted or not.

a The south of the island has really suffered from the high-rise
building boom of the 60s.
b Now there are plans in th e pipeline to impro ve the se
properties.

29
 Writing 1
You work in the personnel department of Global Tours Inc. in Tahiti.
Complete this letter to Sonia, a new rep, who is about to join your team.

Global Tours Inc.

Tahiti Office
Dear Sonia,
I wou ld like to welcome you to our team here in Tahiti an d to out-
li ne what (a) .•.....•.. ....... ....... .. ..... (happen) during your first week
with us.
On arriva l at the airport you (b) ........ ... .... ...... .....•.. ... .. ... (meet) by
Joh n Le Grand, our area manager, and (c) .. ... .... ....... ....... ........ (drive)
to rhe Pacific Hote l where you (d) ..............•......• ..••............ (live)
during the season.
There (e) .................... ...... .... ... .. ...... (follow) a five-day training
programme where you (f) ........ ............. .. ... ......... ........ . (int roduce) to
your colleagues and (g) .. ... ... .............. .... ..... (brief). Then you
(h) ................ .......... ... .... ... ... . (show) how to check in plane- loads of
holidaymaker s, make short presentation s and deal with comp laints .
Also you (i) ...... .... .. .. .. ...... .. ... .. .. (take) arou nd the island to visit the
places you (i) .... ............................. (take) our guests. There
(k) ................................... ... (be) a short test to compl ete the
programme, after which YOll (I) ...... ............... .. ... ... ... . (give) a
certificate.
Her e we (m) .. .............. .. ....... .......... all ............ ....................... (look
forward) to meering YOll on 1st May and work ing with you over the
summer season.
Yours sincerely,

Developing the Topic

Reading
Read the article on the opposite page about the work of a team of tour operator
representativesin Majorca. Then choose the most suitable sentence from numbers
1-6 for each of the gaps in the text (A- F).

4. On the front line the resort reps, average age

1. Surprisingly families appear the most demanding clients. 22. deal with such problems face to face.

5. Last year part of the team's work involved

2. Anoth er part of the team's day is spent dealing with sorting out overbooking problems created
comp laints and requests for help. by hoteliers.

6. Whi./e most of the team's work involves day-to-da

3. During the next week or fourteen days the Sunworld team solVing of current problems, there is a great deal
headed by Ken Tyrer, will deal with more arrivals and • pre-season contracting and late-sale management
departures and cope with any traumas - human and to undertake.
operational - that happen in between.
 o Tour Operators

HOLIDAY REPS Sun wo rld se lls 70 c.'(>nt or capacity

from the main brochuTt' but latt' sales can
80 to give upgrade s.
alt ernative s. So
year w{' did not han-
winter I spent a great
ENJOY A HARD inevitabl y c.·ause prt)blems. "Last week we deal of timc red ucing alloCdtions heClu sc
had people going to the same apartment we knew h otels had
DAY'S NIGHT 100

block who had paid 1500 from th(' m ain

brochure, whjl e some had paid i 150 for E 0
PALMA airp ort, 02.14 o n a unspedlled accommo dation nn a lat c THEY eac h :;pcnd hour s a da)" in
Tuesday. A Boeing 757 arriv es mor e or le:;s special. 'We ha" e crea ted the proh lt:.'nl as an 85 resort and then carry out guiding Jut ies on
on time to h(' greeted h)" a four -strong 4S indu str y ()urseins. \VI;' try to offt'1' exc ur sions. Th t' popular ity of Majorca as
team of re presenta tiv es from th t" airlin es good-q ualit y ac.·commodation hut mu st UK 's top pal..-kage-holiday destination
chart ere r. Sunw orld. Ha\ing t"•.ndured the compete with the market. At present one mean s it is a good training ground. "If they
length y wait to get th eir luggag e, client s arc major o p('rator is ofl'er ing a week's half c.m look after 1,000 client." in SUOlm('r
put on coac hc!I and minibuse s to th e ir flnal board in a three -star hOlei for £. 139, 'Xl ht"re , a few hundr ed in ",inter in L.mzarot e
destinAtions. Majorca's di\'crsity m e.lOs thi.'lt 50 upsetting the balance of the mark et.I> Like is easy. The variety of clients aho pro,;dcs
the ain :raft disgorg es farnilil"S on all major operators, reps arc s('nt to good training. rang(' rrom on
10 main stTC'..am holida ys, youth gro up s and oth er client s to find thdr first foreign ho lida y to VIPs
tho se taking upmarket villa hol idays. out wh o is se lling what and for how much. oct.."1..Ipying seclu d ed ,iUa s. One of the big
9S complaints about Inta..<;;un was that the rep s
A 0 c o Wen! nc,.'n:r in tht: hote l, which i:; why we
emp loy so Illany rq)s. But in cerLlin
SUNWORLD ' S team handl es forty-fi\'c "FIVE administration stafl deal with especially 'lilIas, we operate a
flights a wee:k split m'e r three flying days. 55 tht'sc in rest)!'\. O u r co mplaint ratio is 1.9 dial-a- n!p Many p\:opk just want
Surpri singly for a lat e: hour , 86 pef pt'r cent, which is good c.·(msidering half 100 to be left alon e."
15 cenl of those arr iving on th" ']u csday those arc or insuran ce
morning's thrt'l" nights fam ilies claims. Th e team deals with (·\"crything. Unlikt' oth er operators Sun wor ld
,woiding expen sive weekend price from minor problems slich as not having sp3rcs its reps the indignity of having to be
60 enough sun-beds, to the- occasional, but e-nll!rlainers. "I want them to be
incyitabl<" call from someone in polic e profe ssional durin g tht" day, whic h will not
"IN summer w e d(>'a1 with 5,000 arri\'31s custody. Noise comp laints arc also 105 work ir yo u see them on stage doing th ings
20 a wee k so that m eans we can have 10,000 in e"it able give n the island 's mixed th ey are not good at." Most spend a couple
peopl e on the island at anyone time, " said d ientl'it!. WI! tr y to allo(:ate famili ....s and or days a w....ck handling arrivals
Mr Tyrer who works twelve hours a day. 65 you ng people separately but e \'en in good and departures and holdin g welcoming
six days a week during th{' scvt"n-month fam ily prop ertie s there can still be an mceting s. Ot h('r d ays arc occupit·J by
summ er sc.'ason. element of young peo ple. It is a problem 110 accounting . manag<,"Il1('nt m e("ting s and
throughout the isla.nd. Yilla \·isits.
25 LOOK ING aft(T Sunworld's client..: arc
his 109 staff , split int o the main tour ist o o F o
areas ()f tht:.' nort h , south and t'ast. Among
forty- six r ep s loo k after I SO "T HINGS got worse w ith T HEY want to know what
includi ng thirt), villas. 70 action by Frenc h air trame cost s. "Ther e is a oema nd ro r
which tTeated seve re aircraft dela )"s. Our informa tion, " Rchc cca, ,1 rep in Puerto
B 0 iong<'st delay waS h\"ch·c hour !: following a 115 PoJlt:nsa. Thi s is ht'r first st:J..SOn in Majorca
proh lem. 'We put peop le into but is coming hack for more. '" did not
30 WITH a 118,000 <..-apadty on the b land ho tels, but Hnding 180 beds in Jul), or bclic\"c people when s:aid t1lis was a
to sell, Mr Tyrer's staff remain in daily 75 Augu st not easy," h(' ex plained. He paid (('ally attra(:ti,'(' joh but it
co nt act with their com.mercia l dc partm e nt o ut L I 20,OOO las t sum m er for 2,200
in the UK . "For the following week we can complaints in r esort main ly due to (rrnm Tral-el Trade G<J7.arc)
still have between 300 and 500 scats lert to "It wa:- all rrom
35 scll. It is imp ortant we redet "err (Iuickly," hoteliers," he added . ''This year we are able
he said.

31
2 Read the articl e on page 31 again and tick the phrase 4 property / properties (lines 66 and 98)
which best completes each statement. a personal belongings 0
a The three Tuesday flights: b land and/or the buildings on it 0
1 have a supplement. 0 c a quality or power that belongs to somebody or
2 arrive at night. 0 thing: The medicinal properties of a plant. 0
3 arrive in time for lunch. 0 5 handles/handling (lines 12 and 107)
4 are popular with families. 0
a to touch or hold: Do not touch the exhibits 0
b Tour operators: b to control with your hands: the windsurfer
1 tell each other how much they are charging. o handled the board with skill. o
2 send their reps to ask holidaymakers how much they c to manage or deal with: my secretary will
have spent on their holidays. o handle all the arrangements. o
3 send their reps to find out how much holidaymakers
know about package holidays. o
4 only send their reps to question business clients. o Listening 1
c Last year:
hoteliers were made to pay the tour operator
o listen to this conversation between Marianne, a reporter
for the financial pages of a British daily newspaper, and
compensation. o Mike Butler, a financial consultant.
2 hoteliers didn't allow Ken to give upgrades. o
3 it was easy to find 180 beds in July. o As you listen, decide if these statements are true or false.

4 hoteliers paid back the compensation paid out to a Holiday prices fell in May. T0 F0
dissatisfied holidaymakers. o b Three million holidays were sold at half price. T 0 F0
c Last year tour operators sold 9.5 million holidays.
d Tour representatives: TO FO
1 are in their early 20s. o d This year more holidays will be sold. T 0 F 0
2 are all 22 years old. o e Over a third of British families go on package holidays.
3 work six hours a day. o TO FO
4 can't act. o Travel agents only sold this year's holidays to people who
hadn't had a holiday in 1995. T0 F0
Vocabulary 1 9 Accommodation prices are rising faster than inflation.
These words appear in the article Holiday reps enjoy a Hard TO FO
Day's Night. They all have more than one meaning. TIck the h Each of the big tour operators has 17 per cent of the
dictionary definition, a, b or c, which best fits each word's market. T 0 F 0
meaning in the article.
Vocabulary 2
stifling (line 1) In Listening 1 Mike Butler used several expressions to
a very hot: It was a stifling day. o describe the profitabi lity of t he market.
b prevents breathing: A <tifling atmosphere. o Link the expressions on the left w ith their meanings on
the right.
c prevents you from thinking: I was so frightened; their
behaviour was stifling. 0
to stick to prices to ask the customer to pay for
2 to endure/e ndured (line 5) your increased costs
a to support or bear: We have had to endure many years to discount (fares) to fall sharply and suddenly
of inflation . 0
b to remain alive or exist: A city built to endure. 0 to plummet (of prices) to force an increase (in sales)
c to suffer something painful for a long time or to deal
with an unpleasant situation: There are limits to what
to boost sales to force an increase (in something)
the human body can endure. 0
3 disgorge (line 9) to cut (prices) to lower (prices)
a to bring food back through the mouth from
the stomach: After eating Jonah, the whale to sit tight to maintain prices. not to
disgorged him o change them
b to throw out/em it: The chimney disgorged smoke. o to push up to take a percentage off prices
c to flow out into the sea: The Mississippidisgorges (e.g. 5 per cent)
into the Gulf of Mexico. o to pass on to wait without doing anything
 e Tour Operators
Listening 2
o li sten again to listening 1 and take notes under these headings:

1 f'ArrERlfS of SAL £S
2 ,vt/"''' E/? dF Srll FS
3 t/,vsoLP IItTl IOAYS
4. mE IIvVIISrR.Ys U1A1CERAIS
5 U KElY OZIrcdMFS

Writing 2
A group of local hoteliers has been approached by a large British-based tour
operator which requires 4,000 beds a week for next season's brochure. Last year a
tour operator was unable to fill his allocation and refused to pay. Local inflation is
running at 7 per cent. The hoteliers would like to know what the current situation in
the holiday trade is in Britain.
You work as an information officer for Strong. Berkeley and W right. a firm of
brokers specialising in package*holiday shares, who have been asked to write a
report for the hoteliers on the current situation.

..., Complete this part of the report using your notes from li stening 2 .

Patterns of sales of package holidays

• It is estimated that approximately ................................................ ..
• However, their buying patterns have changed ........... ........................ .................. ............ .
... ... .................... .................. ...........
• This results in .................... ........................ ............ .

Number of sales
...................... ......
• Early predictionsforecast .....................................................................................................
• At the present time, it is ............................. ............... ..

Unsold holid ays

............... ................................................. ... .........
• There are ............... .. .......................
....... .......... ..... ....................... ..
• In order to sell ........ .. .. ....... .................... .......... .

Conce.rns
........................
• There is a fear that ...................................................... . ........................
............................
• The cost of accommoda tion ............................ ............ ..

Likely outcomes
..... ............ .................................
... ....................... ....... ......................... ..
. .... ....................... ................... .... ..................... .
. .................... .
............................

33
 •
Promoting
a Destination
Revision
Vocabulary 1 Language Focus
Look at these pictures. Can you say what they show? Referring to the future
Complete this conversation between Dominic and Lesley,
two travel consultants,who are talking about lesley's plans
for Christmas. It is 15th December.
Put the verbs in brackets into the correct tenses and make
any other necessary alterations.
Dominic: W hat (a).. .. .......... you .. .. ... (do)
for Christmas?
Lesley: I'm really lucky. I've been chosen to go on a trip
to Jamaica!
Dominic: Lucky you ! How long (b) .... .. .... you
2 ........... (be) away?
3 ........ .. Lesley: Ten days in all. I (e) .......................... (leave) on
19th December and (dl ................ (arrive) home in
4
time for the New Year.
5.... ........ . Dominic: What kinds of things (e) ............. you
........ (do) wh ile you are there?

4
-..J. \. ../ Lesley: 110 ....... (tour) the island. I (9) ..
(stay) in three resorts: Montego Bay, Ocho Rios
and Port Antonio.
Dominic: Has your itinerary been planned for you or

'r'T
SPECIAL
(h) ................ you .. ...(be able) to decide what
you (i) ................. (do) w hen you
(j) . . . (get) there?
OFFER
Lesley: A bit of bot h. I suppose. My plane (k) .
(leave) from Heathrow on 19th December for
2 Match the answers above to the correct definitions. Montego Bay where I (I) ..................... (stay) in
a A book containing pictures and information about goods the Richmond Hill Hotel. Wh ile I (m)
that you can buy. D (be) there I (n) ................ (have to) complete the
questionnaire on what there is to do in the resort,
b A small sheet of paper containing promotional advertising
the quality of services, the cost of snacks and
which is given to people in the street or put through their
drinks for the agency. But 1 (0) ................ definitely
letter boxes. D
. (go) to Chukka Cove w hile I
C A large sheet of paper containing an advertisementor notice (p) .............. (be) there to see the polo.
usually displayed in a shop window or on a wall. D Dominic: (q) .. . . you .. .......... (be) in time to
d A booklet containing information and promotional material watch the Jam-Am yacht race?
often about holtdays. D Lesley: No, unfortunately it (r) .................. (finish) before
1(5) .............. (arrive).
e A piece of paper that has been folded and has promotional
Dominic: That's a shame. But I wish I (t) . . (go).
material on all sides. 0
 8 Promoting a Destination

Speechwork
Pausing and rhythm
On the right is t he soundtrack for one of th e Cyprus Tourist
o sublime queen/of breathtakinlJ beauty.!
I can but marvel/at your radiance/and warmth.!
Boa rd 's Brit ish televis ion com mercials. You have been asked
And from the abundantl{Jifts/you have bestowed/upon
to synchronise t he soundtra ck with th e video.
your peoole/
Practise saying it so that you respect the pause boundaries (/),
It is no wonder/to !1JJ:/ that Aphrodite herself/
the intonation patte rns and the speed of delivery.
Was raised/against your/ge ntle shores.
o Compare your commentary with th e tape .
Practise saying it. Oh Cyprus/
Fall/in love.

Vocabulary 2
Brochure language
1 Read this advertisement for Dublin , the capital of Ireland, 2 Replace the verbs in bold type in the advertisement with
and fill in the gaps. the verbs in the box. You may need a dictionary .

attend have e manate d pay trib ute to

T
U CKED away to the west of mainland Europe, Dub lin is catch a glimpse of engrosse d proven
probably one of the world' s (a) .......................... . descen ds linger relates
secrets. Being less ea.<;ily at.-cessible than other capita l cities dimi nish min gles retain
in Europe has prove d to be a (b) ...................... advantage, as stroll to suit
it has allowed Duhlin to k ee p its (e) ... " ........ ., village
atmos ph ere. Dubli n is a city o f contr a.'it<; and co ntradi ctions.
Writing 1
Medic,·.,1 and Georg ian anhitt:<.,tu re prOVide a (d) .................. .
The fo llowing ext ract appeared in a brochure advert ising
backdrop to th e (e) ............. and lh'c1y strcc t s filled with
Irish golfin g hotels. The adjectives have been deleted.
entertai ners of all aroma of{ t) .................... coffee
Add adjectives in to make the hotel appear as lu xuriou s as
mixes w ith the d ist jnct smell of hop s from th e nearby Guinness
possible ..
brewe ry, drawing the visitors indoors. cafes and pub s
are always buzzing with (9) ... . . .. . . conve r sations and
may soon find thcmseh·C's inv o lve d in topicS as clj" erse as HOTEL DUllloe is ideal for your golfiuO'
;::, holid ay.
spo rt, po iitio; and liter ature , or the o ld fa"ourit e - the weather. Situated in parkland, the hotd provide s mtuft - Io ..-ers with a
In 1988 Dublin celebra ted it" 1 ,OOOth birthda y and was break. Stroll through gardens w hich r('lll"ct Ireland's magic and
European Cit)' of Cu lture in 199 1. Many visitor
m arvel at a botanical collect ion which has \\'01) awards. EIUoy
attractions throughout the city show its fascinat ing history. Th ere
rhe facilities, including indoor tennis, ;) swimming pool. riding
are a variety of m use ums , art galleri es and attra ction s for
e"ery tarte and agt-·group. Take a walk along ont of th e m a.ny and The iudf is luxuriously furnish ed . Sip a
Heritagl'" trai ls or follow the City's RVl'k 'n' Stro ll trai l which drink in Our bar or sample the cuisine.
tclll\ a myriad of (h) ...... .. facts about the Illilny
famous mu sk-iam who have come froOl thi s (i) ............... <"it)'.

U' tht: hu stll' and bus tl e o f th e city prove too much you can .,lw3),s
take a trip along Dublin 's (j) .................... coas tline or ('xpior('
the nearby Dublin m oun tairu. Pay a yisit to Malahicle Castle and
may be lucky enough to see bri efly Puck, the
(k) ........... ... ghosl.

The choic e of cntcrlainm ent doe s not lessen as falls

and th e "isilor is faced with the dil emma of chOOSing wheth e r to
'isit one of the' many theatres, go to a (on('".('rtat the National
Concert Hall , walk through the li vely ped est rianis ed area of
Temple Bar or tak e time o,'er a (l) . . meal in an
(m ) ...................... restau rant.

From dawn 10 dusk, you will Jiscol'cr char nUBLll\1 IS DIFFERE"'T

35
 Developing the Topic
Vocabulary 3
Name the activities in the pict ures.

.JJ: .': -

2 Which of the activities are t he words in the box connected with? Write the words
under the correct pictures .

match bat tow rope tee swing stew

ride reel pedal pann iers lock dessert
line jetty w icket iron ingredients pads
handlebars g reen hor s d'oeuvre fairway entree bait
crossbar coarse club

Reading
The article opposite describes how the sport of cricket contr ibuted to an increase in
tour ism to the West Indies from the UK in August 1995 .

Read the article and answer these questions:

a How, according to t he article, is cricket helping the Caribbean to urism industry ?
b How are the Sandals resorts being promoted?
c What are the promoters trying to achieve?
d According to the article, wh ich segment of the British tour ism market watches
cricket?
e In which segment of the market is there the greatest increase in trade?
What reason does the writer give for a fall in the number s of German visitors to the
Caribbean?
9 W hy does the w riter think that South Africa may become a pop ular long -haul
destination wi th the British?
 f) Promoting a Destination

Test Series* Gives Big Boost to West Indies Tourism

C an cricket sell holidavs? h seems
unlikely that rhe gamC'- can convince
British holidaymakers to book an expensin'
trip (0 rht, other side of the world. Ytt cricket
does appt'3r to have a role, at least in the
salvation of many Caribbean islands with
hopes of ,Ittracring upmarket clients. The fan
th.u during thi s long, hot summer up to 4
million people have watched [he Test Matches
throughom the day on television stems w
justify the marketing people's optimism.
Cerrainly, Butch Stewart, the hard-he-aded
chairman of (he rapidly expanding Sandals
chain of resorts, has been happy to spend £2.5
million to spon.sor rhe West lndies nicker
team. Each time the tension rises and even 000-
nicke r supporters switch on they see the name
Sandals emblazonedclearly in red on the \Vest
Indians' white shires. When the team captions
are shown, they cannOt help bur notice that
Richardson, Ambrose, Keith Arrhurton and
Kenneth Benjamincome from the romamically
named l.ccward Islands and J unior Murray is
from [he equally e\'QCariveWindward Islands.
\\fhere are chese magi(al islands which
can produce such uk·or? Our come adases
and, with rhem, holiday brochures for rhe
Caribbean, or so the Sandals
Suddenly Amigua and Nevis in the
L("cwards and Grenada in the Windwards look
particularly appealing, ('spc<iall), when (he
new British Airways Holidays brochure
appt:ars coincidentally in rhe nave:! agen<.:ies
luring u a"dlers ro Jamaica, the home of
Jimm y Adams and Coun ney Walsh and to
Sherwin Campbell's Barbados.
Some insist (har only cheap, downmarkct
packages are selling well and that anyone
with style - rhe type who would naCtually
regard cricker as rhe- finesr game in the world
- is now shunning the islands.
Yet rhe figures contradict this. Thomson,
wh.irh has 31 per cent of the Caribbt:an
market, has sold 41 per ccnt more packages to
rhe islands this ye-ar than last. Though {he
company spans the market with holidays ftom
£4.55 for two weeks' stIf-catering in Barbados
to £2 ,989 for rhree weeks' fuJI board J.t rhe
island's Tamarind (o\'e, ml1ch of rhe increase
has been in the costlier all-ind usivts.
Overail, according CO (h e: Caribbean
tourist organisJrion, 4 per cent more Britons
will visit the island rhis year compared (0 -'
per cem fewer Gt·rmans. But then nOf many
Germans play crit"ket.
Brifish Airways Hoi idays says [bar there
has been a 60 per cent increase in irs own
booki ngs for the Caribbean and that
surprisingly 23 per (em of irs clients ask for
an upg rade from economy to business class on
the eight-and-a-half-hour flights.
Caribbean Connections, which
concentrated on taking (t icket supponers to
watch England play in the \Vest Indies twO
years ago, saw its business rise by more rh<ln
50 per (ent as a result. England play South
Africa this wimer. Will the (epubli( become
rhe next long-haul holiday sensation!
(from Tbt Ti1!lt!)

,. = a comperirion between tWO national cricket teJ.ms inHlh'ing .'ie\"eral (or

Listening
o In the Reading text you learnt how cricket helped promote
tourism in the West Indies. Now listen to Bill Mo rrison, the
As you listen, compl ete the grid . The first has been done
for you.
Senior Publicity Officer for the Irish Tourist Board. talking
about how they market Ireland to the British and German
markets .

British Germans

a How do visitors regard Ireland? as both a domestic and an international destinat ion as an inte rnatio nal destinat ion

b What type of holidays do they

come for?

c A re th e majority independent
travellers or package
holida y makers?

d What type of client does the

Tou rist Board target?

e How and w here do they publ icise

and market Ireland?

f W hat aspects of Irish life do they

st ress in the marketi ng?

Writing 2
• • You work as a research assistant for yo ur local touri st board, which is looking
at differ ent ways of promo ti ng a destinat ion to different nat ional markets.

Using the notes above. wri te a short report describing the ways Ireland is being
promoted and marketed both in Britain and in Germany. 37
 •
Responsible
Tourism
Revision
Speechwork
Word boundaries
o 1 listen and write down what you hear. There is more than one word missing from
each gap .
a More than 5
b ... holidays w hale watching .
c This is an eeD ... .......... .. whales
d As too many people are ............. .
e This is . . . ............... ..
We .. these trips.

2 In these sentences, write marks like this to link the words that run together in'
speech . Cross through the sounds that you lose.
For example:
Some promoting wha ling trip s.

a They th ink that t his is a bett er economic alternati ve than killin g them.

b But they permit eveni ng as we ll as dayti me trips.

c As a result, t he w hales abandon their young.

d If w hales are to survive thi s, th en governments have to draw up strict gUidelines at

once.

o Listen to the tape and check your answers. Practise saying the sentences.

3 You wo rk as a tou r guide aboard "T he Montcalm", a w haling cruise ship t ravelling
from Sweden to Greenland. This is the first day of a t rip .
o Record the following announcement for your guests . Then compare it with
the tape.

Good morn ing, ladies and gentlemen. Welco me aboard " The Mo ntcalm".
We w ill be sailing at eleven o'clock local time .
We reach t he w haling area at around four o' clock thi s afte rnoon.
As soon as dusk app roaches we wi ll move off so as not to di stress the w hales.
We ho pe to see abo ut twe nty differe nt species durin g the trip.
Once again, I welcome yo u aboard and hope you have an enjoyab le and
successful shoot.
 e Responsible Tourism
Vocabulary 1 Language Focus
Business collocations Reporting verbs
Match the words on the left to the words on the right to 1 Use the reporting verbs on page 53 of the Course Book to
make noun collocations, which appeared in the Reading complete the statements below. Use each verb once only.
text on pages 50-51 of the Course Book.
a The guest .............. to leave unless he was given a
commodity costs non·smoking room.
labour prices b The concierge ............................. ..... they visit the new
maintenance rates nature reserve.
tourist receipts
c The receptionist............. ..... . the guests when they
occupancy
come down to breakfast on their last morning that they
need to check out before 11 a.m.
2 Write the correct noun collocations from exercise 1 in these d The manager .................... . .. ... his staff to switch all
sentences. unnecessary lights off .
a ........... . = the amount of money a e "It's dangerous to walk too close to the cliff," she
country receives from tourism. .. ...................... the party.
b .............................. __ ....... = the amount of money that is The maid ... having taken the necklace from
required to keep a building in good repair. Mrs Brown's room.
c ............................ = what you have to pay 9 The local rep .... ............................... the hotel
for food and other basic materials on the world market. guests to a farewell party.
d ... .... = the amount of money a hotel h The government ... .. ................ that there are sufficient
must pay its staff . tourist jobs in the area.
e ............................... = the percentageof hotel rooms
that are full throughout the year. Choose suitable reporting verbs to complete this extract.
Do not use say or tell. There can be more than one correct
3 Link the adjectiveswith the nouns to complete the answer. M ake sure you put the verbs into the appropriate
definitions a-f. tense.

I
economic countries n an article recently published in The Times il was
foreign fares (a) ......................... Ihat out ollhe 120 million glossy brochures
metropolitan communities which are prinled every year 38 million are Ihrown away. II
competitive economy
(b) . .. ............thallhe reason why these brochurescannol be
global opportunities
recycled is because ollhe inks Ihat are used in the prinling process.
indigenous ownership
However Ihe chairman 01 Green Flag Inlernational, a non-prolil-
making conservalionorganisalion, is (c) ........... lour
a belonging to somebody who does not live in your country:
operalors 10 become green and 10 save paper. He (d) .
thai saving Irees will also save Ihe operalors money. He also Iries to
b local people native to the area:
(e) ..... ..... .. ... holeliers 10 conserve scarce resources by saving
c all the goods and services produced and traded in world: waler and electricity. He to ..........Ihal they no longer
change lowels daily and (g) ................... .. ........ Iheir guesls 10
d cheap flights: ................. swilch ott lighls when leaving rooms.
e nations with large cities: He (h) ..............Ihe campaign is an attempllo slop
chances for a country to become wealthy: olher counlriessullering unconlrolled developmenton Ihe scale seen
in Spain in Ihe 1970s. Although he Ii) ........................... Ihat his
campaign has been a success in Malia he Ij) ................ ... Ihal he
is otten fighting public disinlerest ' Unlilthegeneral public
Ik) ................... "Green Tourism" and chooses holidays where
Ihe lour operalor shows he is concerned wilh prolecling the
environment.lew tour operalorswill change Iheir policies,'he
(I) .. ........... ................ .

39
 Developing the Topic
Reading
Read the article to answer these questions.
a W hy were the fishermen angry?
b What happen ed to the sea cucumbers?
C W hy are tour operato rs concerned abo ut protecting the flora and fauna of the Galapagos?
e How do insects arrive on the island?
d What harm are foreig n plants and animals doi ng to the native species?
How are the autho rities trying to deal with this problem ?
9 What concerns do some people have abo ut tourism to the Galapagos?
h What would they like to happen to the park entry fees?

Battle to Save the Galapagos

"E NCHANTED islands or infested
islands!"' reads the sign at the
have nOt only banned export fishing emirely,
but have also prohibited che issuingof any more
of vegecables landed by the cargo ships. Even
snakes that are liable to ravage the l'U stocks
Charles Darwin Research Station in tourism licences and promised a flttt of parrol among the islands' unique bird colonies have
the Galapagos archipebgo where the land and boau and ai rcraft to enforce the new been found among imported timber. To
marine habir at has been experieDcing regulatiOns. counteract such problems the islands are
an horrific Sf Cles of Since when, other looking at ways of imposing a quarantine on the
ecologica l reversals over GALAPAGOS problems have come co (he area as well as looking at common-sense
PA.cJFIC
the pnS ( eighteen OCEAN fore. Galapagos' naeural measures co reduce the likelihood of importcd
momhs. integrit), is rapidly being ills. Visitors are already issued with rubbish
Early laS[ )'ear, the eroded as huma.n pressure collection bags and are now to be encouraged to
isl.mds were ravaged by increases, both from check the soles of cheir shoes for 5('eds carried
bush fires. Then many of Ecuadorian &etders and from the mainland.
the giam rorroises were overseas tourist s. The Brian Williams, direcror of Journey
kill,d, alleg,dly by resident population of Lacin America which sends abom sao clients
fishermen incensed at the about 15,000 is increasing to the Galapagos every year, thinks that (Qur
imposition of restriccive at 10 per cent annually, and operatOrs' commitment to conservation is
fish quOtas. Tourist boots tourism is already imprttSsive. He
also sponed illegal onshore camps where sea flourishing. But perhaps most insisted that the brand
cucumbers. a vital cog in rhe marine ecosystem, devastating of aU is {he effect of tOurism praCtised is
were being stripped from the sea bed, boiled of introduced animals and generally low impact,
and dried, ready to be sold by middlemen to the plant life on the indigenous closely controlled and
iucl'Jtive Far Eastern marker. species. highly educational.
The subsequeO( ban on rhe sea cucumber Galapagos' extraordinary However, ochers worry
trade led the fishermen co blockade the offices array of wildlife, particularly rhac rouriSt numbers art
of the Research Station, which is viewed by iguanas and seabirds, has no growing unacceptably
locals as the focus for a misguided defences against predators fast. The agretd annual
conservationist stance chat is denying them a such as cats and dogs. Nor limit is 40,000, but lase
li ...d ihocxl. Marines were even dispatched from have land animals such as the giant tortoises year more chan 55,000 people visited the
I!cuador to keep rhe peace. any experience of competing for food with such islands. Some local tour opera(Qrs, it is alleged,
This trouble in paradise, however, has animals as pigs, donkeys, horses and cattle. are Side-stepping the new tOurism liccnce
finally prompced concerted action on behalf of Plants such as the quinine tree, which was restrictions by squeezing more berths into their
Ecuador's oldest and foremost national park - introduced in the 19505 to couneer the bo.1.ts. also regrer cbar much of the park
and noc only by ecologistsand zoologiSts.Now anticipated arrival of che malarial mosquito, entry fee of about £S2 per overseas visitOr is not
the authorities and tour operacors, whose have now choked great rracts of the islands. reinvested in the park. This means thac tOurism
in the Galapagos is calcularedat more Ironically, the malarial mosquito has not does not bring the unquestionedbenefits to the
than £SS million annually from the booming f'Scahlished itself, but ocher unintentionally park that it should.
ecowurism marker, are also taking steps to introduced species pose a serious threar. Inseers (ftom The Tima)
protect [he islands. The Enladorian authorities (an arrive On ehe daily flights or among craces
 e Responsible Tourism

Vocabulary 2 2 Find all the words in the article connected with animal life

-- --
and all those connected with plant life . Write them next to
Find words in the article meaning :
the correct boxes.
a a gro up of islands:
b people concerned with the environment and animals (three
wo rds):

c animals that hunt other an imals: Listening

Ecocentrics
d the indigenous plant and animal life
O· Listen to Bob Stevens, who works for New Destinations
pic, talking to a colleague. Sarah Munton, about a holiday
e a prohibition
he went on .
destroying completely As you listen, take notes under these headings:

g a means of earning money (lh the'i£

1i1e bm.t a.ul Uu. crew

Writing l..ouU f2LDPIu>

You work for Exotic Destinations. Your MD has decided that all your
clients travelling to India w ill need t o receive a set of instruct ions
about the way to dress w hile on the Indian subcontinent.

Look at the pictures and captions below. Write a set of instructions for
sending out to clients who are about to embark on your Indian tours.

Instructionsfor Travellersto India

Clo/hiTlS 2
3

cotton not synthetic 7

5 6

5 rupees
41
 •
Transport
Revision
Vocabulary 1
Two-part verbs
Join these verbs and prepositions and make phrasal verbs 2 Use two-part verbs, either from exercise 1 or from page 57
to replace the words printed in italics in sentences a-o. of the Course Book, to fill the gaps in this text.

call (x 2) around
When Susan was in the Hi gh Street she (a) .... ................ .
cut (x 2) down
the travel agency to book her ticket to the States. Before
make off (x 4)
she left home she had (b) ................... where she wanted
hang (x 2) out (x 4)
to go. As she didn't want to (c) ... seeing
miss up (x 5)
Niagara Falls, she had decided to (d) .. " ......... .... her
pick on (x 2)
expenses by asking her uncle to (e) ............ her
put (x2)
while she was in New York. She was also going to
set
(0 . .. .... some old friends she hadn't seen for a long
look
time when she was in San Francisco.
sort
work The travel consultant (g) . ............. ...... the information
about flights on the computer screen. Susan was
(h) .......................... from London on 1st September. The
a I'll write the bill for you.
travel consultant tried to persuade Susan to book the
b That hotel needs to reduce the number of staff it employs.
shuttle service to the centre of New York but Susan said
c She calculatedthe answer.
she did not need transport as her uncle would be
d The Italian group leaves for London at 9.15 p.m. today.
Ii) . .... . her . Hopefully the plane
e Pierre lost the chance of working on Concorde.
wo uld not be delayed and he wou ld not have to
f Due to bad weather they cancelledthe boat trip.
(j) . . ................. . ........ the airport too long!
9 They postponed their trip to the Seychelles when John
became redundant. When the travel consultant had all the details she promised
h Their train was lale and so they had to wait at the station to (k) . .................. the itinerary and to ring Susan as
for two hours. soon as it was ready.
i The hotel manager promised to coiled Sonia at the airport
That night Susan (I) . ........... all her papers and
when she arrived to start her new job.
holiday brochures before she rang her uncle to tell him
One of the nice things about being an air steward is that
when she would be arriving in the States. They were
you can visit your friends unexpectedly.
(m) . ... twice, but thankfully they were
k Students often rely on friends and relatives to give them
eventually able to speak. At the end of the call when she
accommodationwhen they travel.
(n) ....... ........... .. she knew that he was (0) .
When Sandra finished the phone call, she remembered that
to seeing her.
she had not told her boss about the new guests.
m When you need to read a file on the computer, you must
access the file.
n She tidied and organised her papers.
o The telephone company disconnected their phone.

Language Focus
Two-part verbs
Put the words in italics into the correct order:
a it's easy around to New York get on the subway.
b the chance at ;umped she to work as a tour guide.
c down bus the broke in the mid dle of the high street.
o Listen to the tape to check your pronunciation.
d the bill the cashier worked out.
e it's a tour rep's responsibility the guests after to look.
f at the airport the guests up tour reps pick.
9 the itinerary up she drew.
h her uncle her up put for a few nights.
Speechwork
Making announcements
You wo rk as a courie r for Royal Premier Tour s. You are at
the airport wa iting fo r a gro u p of hoHdaymakers to arrive.
o Listen to the tape and fill in the gaps in these
announcements:
a Would Mr and Mrs Borgman .................... .
...... ........ ... ..... .... .... .. ....... ..... ... ...... please contact the
information desk?
b Wo uld ...................... ............. red Ford Escort, registrat ion
M639 PTY, return to his car immediately as it is
........... ?
c We ............... . . . that flight number AZ 345
from M ilan .................................. Luton.
d Passengers fo r flight numbe r BA 357 to Rome
.......................... ... Gate number 21.
e This is .... ...................... Flight number IB 863 to
Alicante.
o Listen to the tape again and practise making the
announcements.
2 You have now collected your group, boarded the tour coach
and are en route wit h them to their hotel. You are giving
them the information in sentences a- f.
For each anno uncement, cross out the sounds that
• disappear and link the sounds that run together at word
boundaries. The first has been done for you.
a Good _ evening ladies_ana gentlemen. Firs! Ie!
me welcome you to Vienna.
b You'll be staying_in the luxury Nova Hotel in the main
square.
c Tonight_after dinner there' ll be a welcoming reception wit h
canapes in the bar at nine thirty.
d come rounG and give you particulars of
and_ex cursions.
e Ana during the reception I'll talk briefly about them and
take bookings .
If you should have any problems_ or questions please
to ask me. J'II_a lways be available in the
reception from nine to day.
o Transport
Now try making the announcements yourself, and, if
possible, record them onto a cassette.
Vocabulary 2
3 Each blank contains one missing word wh ich is strongly
associated with another word nearby. The missing
words are:
cry dine stuff far good images hand/hands
soak spare style effort t ime walk entertainm ent
Use the words to fill t he gaps in the text.
Ask anyone to name the ultimate luxury holiday and the chances
are thot they 'll say Ha cruise H. It conjures up (1) ...... ... of
elegantly-dressed couples promenading on a moonlit deck, with the
strains of The Anni versary Waltz floating out to sea. Of rich,
elderly people with time on their (2) .......... and a desire to see the
world in (3) ........... But although the romance of the golden age
of cruising remains, the avemge age 01 today 's passengers is 37- a
for (4) .......... from the be-shawled, blanketed image of yesteryear.
The superb range of leisure activities and wealth of (5) .......... has
made cruising a godsend for families. Parents can relax and enjoy
themselves in the sure know/edge that their children are in
(6) .......... hands in the "kids' centre".
But for young and old alike the appeal of a cruising holiday is the
ability to move effortlessly from one place to another. To this end
cruise lines have put a lot of time and (7) .......... into developing
their shore excursion programmes. Nowadays they can incltlde stich
activities as trucking in the Malaysian jungle, catching fish in the
fjords, landing on a mighty glacier or clambering over Greek ruins.
That is, if you've got time to (8) .......... with so many exciting
on-board acrivities to choose from, Passengers con try th eir
(9) .......... at anything from aerobics to scuba diving. Evening
entertainment continues (1 0) .......... into the night with casinos,
cinemas, and discos just a short (11) .......... away from their cabin.
Another major advantage of cruising is the superb standard of food.
You can wine and (12) ..... ..... through to the early hours.
If none of this appeals and you wish only to while away the
(13) .......... as you (14) .......... up the sun, why not consider one of
cruising 's unusual destinations and take a trip to Alaska? Sailing
through the dazzling blue whiteness, spotting a whale or a bear is
the (15) .. of which memories are made.
43
 Developing the Topic
Vocabulary 3
1t=1 Complete this network, adding as many new words and branches as you can.

Listening
o 1 Terry lee, Britannia's * Advance Planning Manager, is talkin g about how he plans
and executes the company's summer flight programme. listen and decide if these
statements are true or false. Correct the false statements.
a Britannia and Thomson" decide how many planes w ill be in use .
b They have to f ill 26,000 slots in a twenty-fo ur-week programme.
c They don't expect to change their flight plans.
d The computer system can help the user to predict potential
flight disasters.
e The comput er system is fast but has not yet led to direct savings
in expendit ure.

o 2 In the interview you heard about the stages in planning a flight programme .
listen again and complete the flow chart opposite .

• Brimonia is a large Bri[ish air charter car rier .

•• Thom son is a large British t our oper.lIor.
 o Transport
Flight scheduling
STAGE 1
a Discussionsare held between us and ..._................ to set objectives.

•
STAGE 2
b Use last year's programme as a base.
c Ask counterpartabout commercial requirements, e.g. demand from airports and timing of

d Take into account profitabilitytargets. maintenancerequirementsand efficient use of

aircraft and their ................. ....... .
e Negotiate slots at airports . Check airport's ............................ ..................... and noise restrictions.

STAGE 3
f ......•..................... on the (ore systems computer.

STAGE 4
g Run ................................ study.
h Run ............................... study.

•
STAGE 5
i Decide on plan .

STAGE 6
•
--.--
Negotiate with airports and other airlines through
.....................aviation network.

STAGE 7
k Go to th e International ..........................................
conference to negot iate.

STAGE 8
Make final adjustments.

STAGE 9
m Send brochuresto the printers.

45
Reading

WHICH S£AT
look at this diagram of a plane, which shows the advantages and disadvantages
of sitting in various places.

These words have been deleted from the text. Put them back in the correct places:

w indow smoking close

aisle bulkhead emergency exits
three empty last
last middle

d rows A
family with two children may
b seat On a prefer to sit in these seats on
night flight a long-haul flights, as they give
seat means a chance to rest a good view of the movie
your head on t he side panel screen and both parents can
and get some sleep. kee p "g uard " on either side.

a seat Very c seats of

desirable to sit next to one . row On
More space overall and taller long flights these can be
people can stretch their legs inconvenient if you have to
out sideways. The best climb apologetically over
chance of sitting next to an ot hers to get out to the toi let.
seat is to
ask for an aisle seat in the
middle section, as
usually the last to fill.

to toi lets Not

good on long flights, as t hese
areas become co ngested with
a co nstant restless queue.
 G Transport

un THE PLAnEr
e The se
sea ts usually have the most
leg room. How ever, for safety
reasons they are allocated at
check-in to ensu re t hat on ly
able-bodied adults sit there.
Nevertheless, some ai rlines
may reserve you these seats
on that condition. The
negative factors are that
these seats don't recline fully,
and can be chilly as they are
next to the doors.
...... ............ seat On a day
flight an . .. seat has
a little more space to stretch
your legs without bot hering
ot hers. If you want to sleep
on a night flight avoid the
..... seats, as
insomniacs brush past you
and you wi ll have to move to
let your neighbour out.
9 seat group
As a couple you cou ld ask for
two aisle seats . If th e flight is
not full the middle seat may
be unoccupied or you could
swap with the piggy-in-the -
middle.

k row of the
sedion Seats in front of a
cabin divider can have a
restricted recline.

section
Commonly located at the rear
of the aircraft . Size varies
according to demand. Try not
to sit in t he last non- smoking
seats to avoid smelling like a
stale ashtray, but also
remembe r t he fro nt of
non-smoking is near the
smokers in business and
first -class.

Row behind .. seat The

The windo w seat
in the. ............. row
may be removed, allow ing
extra leg room in the seat
behind, but t he exit row
safety restrictions may apply.
row that divides th e cabin
from the kitchen and toilet
areas should have more leg
room; it also avoids having
someone reclining back into
you. However, th e seats can
be narrower if th e food tray is
in the armrest. have a poor
view of the movie, and can
be noisy, as familie s w ith
babies ofte n get priority in
these seats. They are also
near busy areas where the
cabin crew tend to
congregate.

Writing
You wo rk in the head office of Skyways Holidays. Your boss has asked you to send a
fax to all the counter st aff in your branches, out lining the recommendations they
should make to clients as to the sUitability of different seats on planes.
Write the fax, bearing in mind the needs of families, non-smokers and the disabled . 47
 Customer
Relations
Revision
Vocabular y 1
look at the adjectives in the box. Tick those which. in your
O"cr the years, the general public has bc(.:ome ti red
opinion, describe the personal qualities that people
(Ih len) to ('xcw;cs. What is acruen' d by
of (g) ...........
wor king with the public should possess.
(h) (blame) delay' on (i) (need)
spare:. parts o r by not (j)
ambitiou s hon est shrewd
(b olh er ) (k) (re ply) when
clever lazy thou ghtfu l
co mpl ain ?
disorganised motivated t imid
effi cient Instead of (l) ....... . ........ (blame) circ ums tances
sensible tru stworth y
helpless sensiti ve zealous beyon d their cont rol or (m) .............. . ... (acc use)
passengers of (n) ........ (not care) how the industry
wo rks, o pera tors, airlines and sea t brokers mus t realise
2 Someone w ho knows a lot abou t a subj ect is well-informed .
tha t the fa ul t lies with those who are proud of
Add well or self as a prefix to the following adjective s to
(0) ............ (incre.lSc) passenger numbers each
show a positive quality.
year, yet obtai n tJlcse increa ses by (p) .................. .
(urge) customers (q) ................ (take) holidays at
......... -behaved -mann ered ......... -organised
ridil:ulously low prices .
..... .... -con f ident ..-po ssesse d ......... -int enti o ned
.. -assured .. -reli ant O f course , it is w'r), temptin g (r) ............... (ask)
how customers can expect a high standard of serv ice when
they ha\·e only paid £ 199 for two weeks in Turh y.
Language Focus
Ho wen>r. this problems arc already thr eatening
Infinitive or gerund?
(5) . . ......... .. .. . . .... (spoil) the image crea ted by the
Read the article and fill in the gaps using either the infinitive m ajor ity of the indust r y.
with to or the gerund (-ing form) of the verbs in brackets . It is time the res ponsible opera tor!; and airlines
joined forces (t) ... (protest) for the goud of t.he
industry as a
Holidaymakers deserve better service
t.hey do so, the package holiday industry is
A LTH O U GH T O URI SM EARNS ... fort un e trom (u ) ............ (rt'main) the poor r elatio n . Howeyer
(a) ..... (make) people's come tr ue, the cheap their ticket, hol idaymakt'("Sdo no t dcscnc
industry has a gr eat dea l (b) ............ (learn ) aho ut (v) (he t rC'atcd ) in th e way some
cu;o;toJnl!rr dathms. frequently.ne.
TI1 C peak season has not yet begun and already
re por ts of i(mg dda)':-> and passeng('r fr ustratio n are
start ing (e) . ... . ............ . . . (app ear ).
Last m onth , holid aym,lkcr s in Milan com plained
abou t (d) . . .... ( wait) fo r hours lo r their haggage,
w hile in Spain a r epu tabl e carri er deci ded (e)
(bus) Bri tish passengers into France so the), wo uldn't be
force d (f) ..... (lose) an impor tant lime slot.
 CD Customer Relations

Speechwork Writing 1
Contrastive stress You work in the Customer Relat ions Depart ment of Exotic

o 1 Listen to Chris ta lking to David about his holida y problems.

As you listen, write notes in the grid.
Destinations. Your supeNiso r has left th is memo and this
letter on your desk.
Foll ow her instructions.

Expected/required Happened/received
MEMO
Chri s To:
From: M;lTianna Corradi
Can YOll p lease deal with this letter? Apo logise for the
unfortlma te incident nnd exp lain that this is not our usual
standard. Promi se we w ill look int o the aUegations of
rudeness. BUT po int out that:
1. our brochure does not stipu late the age of our reps.
2. all ou r reps are highly trained.
3. the brochure sta tcs tha i there needs to be a mjnimum of
8 people for the Golden Group package.
As gesture of goodwil l offer 4 vouc hers for da y trips to Paris
and Brussels.
Many thanks . See you back in the office on Monday.

o 2 listen and underline the stress in these sentences :

48, The Vale· Sunny town • Devon· DC4 56JK

a We' d asked for an apart ment w ith a sea view but we re 7th Decembe r
given one wi th a view of the courtya rd .
The Customer Relations Dept
b The children needed to sleep at night but they we re kept
Exotic Destinations
awake by the noise.
Pacific House
c We asked for £600 but they only offered a mere £100. Randolph Way
London W7 Y BOT
3 Pradise saying these sentences:
Dear Sir,
a D id you ask fo r two cold dri nks or thr ee?
b O n this flight th ere is a stopover in D ubai not in Singapore. My husband and I have recently returned from one of your
c I asked for sparkl ing not still wate r. Golden Group holidays in Tunisia.
d The brochure adverti sed accommodation on a quiet beach We chose this holiday in preference to many others as we
not in the city centre. w ere assured both in the brochure and by your agency staff that
e It's not head office that pays compe nsation it 's th e ind ividu al this particular package catered for retired couples like ourselves.
We understood that our specially organised activities wou ld be
shop .

o Listen to the tape to check .

run by mature friendly hostesses . Howeve r on arrival at our
destination we we re met by a very youthfu l rep who very curtly
told us that there were only tw o other people on the Golden
Group package and that, as a result, we could join in the activities
organised for other groups or fend for ourselves. Since our tastes
do not include hard rock or late-night pub crawls we asked to be
moved to another hotel. We were told that if we did this it would
have to be at our expense. As a result we decided to stay where
we were and to organise our own entertainment.
Now that we have returned home we feel obliged to draw your
attention to our deep dissatisfaction with the service we received.
Not only were we deceived by the information in your brochure
but we were not properly treated by your staff in the resort.
We hope that this matter will be rectified to our satisfaction in
the near future and look forward to hearing from you shortly

Yours faithfully

Katherine Hopper

49
 Developing the Topic
Reading 1
Read the text and answer the questions.
a Why did Jane go to wo rk at Ridgeway Tours? e W hy wasn't the manag er of Inter-World Travel satisfied with
b Why wasn't Jane's behav iour to customers noticed sooner? the service he received?
c W hat did the assistant manager of ABC Travel do w hen she f W hat conclus ion did he come to?
wasn't satisfied with the service she received? 9 W hat did this mean for Ridgeway Tours?
d How did Ridgeway Tours react?

An Unfortunate Incident at Ridgeway Tours

Ridgeway Tours has always had a reputation for having
trained staff but. following the expansion of the company\ main
tour programme. they had taken on a number of very
inexperienced staff, not all of whom had been properly inducted
into the company's operations. One of the new sales staff. Jane.
took on 'l telesales job as a temporary measure, and had no
intention of staying more than two months - just long enough to
save enough money t() go off on a summer holiday.Jane's attitude
to the job retlected in he r work. She failed to record details of
was some times rude to custOmers phoning in and , for
most of the time. adopted an attitude of take·it·or·leave-it.
Unfonunat ely for Ridgeway Tours, their rather inadequ ate staff
training programme meant that the effects of Jane's indifferent
attitude to the job were not immediately recognised.
ABC Travel had dealt with Ridgeway Tours for a number of
years. and most of the counter sales staff were on very good
speaking term:o; with all of the tour ope rations staff. When the
ass istant manager telephoned through with a booking and got
Jane on thc end of thc line, she very quickly realised that the
leve l of serv ice was not up to Ridgeway's usual standard. The
good stand ing between the two finns, however. meant that
the matter was easi ly resolved at superv isor level. Jane quite
rightly received a ticking off from the reserv3t.ions supervisor, the
agency received an apo logy, and confidence was restored once
more.
Inter-World Travel had never used Ridgeway Tours before but.
due to a number of difficulties i n finding a suitable holiday for a
large group, the manager telephoned Ridgeway to make a
reservation on their new programme. Unfortunately for the tour
operator . the very person who answered the call was Jane and, true
to fOffil, she treated the agen t in her usual manner, failing to show
any real interest in the booking and ringing off before the agent
had properly finished the call. The agent was neither pleased with
Jane's attitude, nor the service be had rece.ived but , unlike ABC
Travel, the agency had had no previous dealings with Ridgeway
Tours and did not realise that Jane's attitude was in no way
typical of the attitude of the who le company. Although the
manager of Inter-World urgently needed to find a suitable holida y
for his clients he felt that it was vital to entrust the booking to a
reliable tour operator. He thought ovcr his conversation with Jane
and decided that he couldn't afford to take a chance with this
hooking. He then walked out of his office into the agency and
spoke to his staff: "C an I just have your attention for a minute ...
Ridgeway Tours - no one is to make a booking with them under
any circumstances. OK?"

Vocabulary 2
In paragraph one , find the words that mean:
a not enough or not good enough:
b unint erested: ..
c ne w to the job : ...... ....... _ ........................... .
d not polite: ............................ ..

2 In paragraphs one and two, find the idiomatic expressions that mean:
a apa thetic or careless attitude: ...... ...... ................... .
b a reprimand: .............. .

Listening
Peter Garfie ld, t he personn el officer of Globa l Tour s, is
o giv ing a talk to a group of trainee t ravel consult ants.
1 listen to the tape. In which order does Paul deal
top ics:
a accu racy D d personal appeara nce 0 H e telephones back after tWO hours, apo logising for
b confid entia lity 0 e reliability 0 the dela y and exp laining that thin gs have been very
c body language 0 f loyalty 0 bu sy in t he agency ,md that th is has been the fir st
o 2 listen again and answer the questions:
fa Why is it importa nt to dress neatly?
a Why should we try to look at t he person w ho is talki ng to
us?
c W hat should you do if yo u don't know the answ er to a
quest ion?
d Who w ill th e customer rem ember?
Reading 2
Answer ing Customer Queries
Louise, Alison and Philip are t ravel consultants.
Read how they dealt w ith a problem and decide which one
impressed the custo mer with the service they gave and
w hy.
A Louise is busy behind her desk. She picks up the
phone to :1 custo mer who w ishes to find om: about rhe
visa arra ngements necessaq ' for t\ visit to th e USA.
Louise does nOt ha ve the answer to hand, but
promises to look up th e informati o n for the cusrome r
an d says, " I'll phone back as soon ;,\s I've checked for
you."
Some three hours later she telephone s the customer
with the necessary information.
8 Alison works in a ci ty agency, where peop le are
consta ntly comi ng and goi ng. She picks lip th e
telep hone just after ttn 0 'd ock to a customer who
wants some general advice on ho liday destinations and
a few idl'as for a fami ly hol id ay. She promises to ca ll
back, though shc lets the customer know th at things
are rarhcr busy.
"\Vc're very bus)' at the moment, so I can' t really S3)'
that I phone you back straightaway, but I will
promise to ring back by rwdve o'd()('k."
In fact, Ali son telephones th e customer just before
eleven o'clock w ich the required information.
I1!l Customer Relations
c Philip is work ing in a busy office. He picks up the
telephone to a client who wants some flight
info rm ation for a trip to Aust ra lia. He too does n Ot
these have th e required information and promi ses to phone
back.
" I'll pho ne back in ha lf an h OllI."
opportuni ty he has had during the morning.
Vocabulary 3
Louise did not have the information to hand. = Louise did
not have t he inf orma tio n o n her desk.
Use these expressions with hand to com plet e the
following sentences .
in hand on hand offhand by hand to hand underhand
a I' m afraid I don't kno w. . ho w many people have
booked for the Skyways trip to Madagascar. I'll ring yo u in
an hour w hen I've looked it up.
b He w ouldn't have mind ed so m uch if th ey had told him t o
his face that they wan ted to dismi ss him . It was the
........... way in w hich they did it tha t upset him .
c Instead of posting t he letter, he decided t o deliver it
d She always kept a pencil and notepad ... ... on t he
desk so she could take notes w hen peop le phoned her.
e Don't worry , everyt hing's . The paperwo rk w ill be
completed on time.
Should a guest be tak en ill th ere is always a doctor
Writing 2
You wo rk as a tra vel consultant at Globa l Tours. Peter
Garfield has asked yo u to w rit e a set of instruction s for new
staff on how to give a good impression.
The first one has been done for yo u.
1 Al.watJs dress l\.O.<dl1jaJ1d !<"ep sh.<>el>
clea.n . a.'\d po-lis.hodo..nd.:Jeur clothos weU- fU"€sseo..
:2
51
 Review 2
Units 6-10
Language Review
6 Tour Operators
Rewrite these sentences, beginning w ith the words in b You are in a taxi going to the airport. You tell the driver to
italics. hurry. Do you say:
a Air traff ic control delayed BA 456's landing. Please hurry, the plane is leaving at 12.20 . 0
The landing of .. ...... ............................ ...... .................. .. ...... . 2 Please hurry, the plane leaves at 12.20. 0
3 Please hurry, th e plane w ill leave at 12.20. 0
b All hotels are inspected weekly.
The reps ............... ...... .. ........... ........... ......... ........ ................ . c A friend suggests ringing you at 9 .00 a.m. tomorro w
morning. It isn't convenient. Do you say:
c Pub crawls have been banned. I'm sorry, but at 9.00 a.m . I'll be checking in new arrivals. 0
The local council . 2 I'm sorry, but at 9.00 a.m. I will check in new arrivals. D
3 I'm sorry, but at 9.00 a. m. I am checking in new arrivals. D
d Coaches take the tourists to their hotels.
Tourists d A customer in a travel age ncy asks you about her room in a
hotel in Corfu. Do you say:
e 9.5 million holidays were sold last year. 1 Your room is having a sea view. o
Tour operators ....................... ........... ............. 2 Your room w ill be having a sea view. o
3 Your room w ill have a sea view. o
2 Decide if these sentences are correct or incorrect. Correct
e The hotel manager asks yo u w hen he can have the up-to-
the sentences that are wrong.
date report on tourist arrivals. He wa nts to show it to the
a It is believed that the trend to book late holidays w ill area manager at 5 p.m . tomorrow. Do you say:
continue. 1 I wo n't have finished it until 5 p.m. tomorro w. 0
b Versailles and Fontainebleau visit many people every year. 2 I don't fini sh it until 5 p.m. t omorrow. 0
c Children under 12 are not allowed in the bar. 3 I am not finishing it until 5 p.m . tom orrow. 0
d All rates negotiate between the tour operators and the
hotelier. 2 Complete the sentences below with the correct form of the
e The guest was offering alternative accommodationlast verb in brackets:
night.
a The president ... ........... .. . ..... . (open) the new hotel next
month .
b Look out! That guest .. ... (faint).
7 Promoting a Destination .... (stand) for
c By the year 202 1 Genoa University .
Letters a--e describe five situations . For each situation there
550 years.
are t hree sentences. Tick w hich one you would say.
d At 9.05 tom orrow evening I . (give) a
a You have accepted a summ er post as a tour rep in Bari. A welcoming talk to the new arrivals.
friend asks you about yo ur plans for Friday, 5th May. Do e By the end of the season we .. ..... .......... (achieve) 88
you say: per cent occupancy rates .
1 I will fly to Bari to start my new job. o
2 I am flying to Bari to start my new job. o
3 I fly to Bari to start my new job. o
52
 Review 2, Units 6 - 10

8 Responsible Tourism 10 Customer Relations

Choose a suitable verb to replace said or told in these
sentences. Then rewrite each sentence in reported speech,
making as many changes as necessary.
For exampl e:
"Dinner is served, " said t he master of ceremon ies.
The master of ceremonie s announced that dinner was served.
a "Wou ld you like to join us for a coffee?" said the young
American to the tour guide.
b " I didn 't tak e the old lady's bag l " said the chamberm aid.
c "Yes, th e plane does leave at 4.55 tomor row morning ,"
said the check-in clerk to the custo mer.
Tick the correct sentence in each pair.
a The guest remembers to lose his wallet last night. o
The guest remembers losing his wa llet last night. o
b The manager stopped to w ork w hen the visitor arrived. 0
The manager stopped w orking when th e visitor arrived. 0
c I regret t o inf orm all client s th at th e restaurant will be closed
for refurbishment until further not ice. 0
I regret informing all client s that the restaurant will be closed
for refurbishment until furthe r not ice. 0
d The tour guide warned everyone in th e party to t ake care on

d "Get me a large brandy!" Mr Gold to ld the wa iter.

the cliff s. 0
The tour guide wa rned everyone in th e party taking care on

e " You should take out tra vel insurance befo re yo u leave,"
the cliffs. 0
the travel agent told us.
e The chambermaid admitted to take the necklace from the
" Don' t change money in the street, it's dangerous!" she said room. o
to us. The chambermaid admitted taking the necklace from the
room . o
9 "Yes, that's right," he said to us.
2 Complete the text using the correct forms of the verbs in
h "At least try to come to the party," she said, so I agreed. brackets.

"Do you have a restaurant? " he said.
A group of holidaymakers
won a legal batcle when {he
" If you don 't give us a quiet er room, we' ll leave the hot el,"
journey along the ancient Silk
said the angry guest. Route fa iled (a) ............ ...... .
(live up) to the broch ure's
'this comes at a time
9 Transport when consumers' associations
Put the pronouns in the correct places: have been warni ng tour
operators against (b) ........ :
a We have look ed at. (them)
(offer) derisory compe nsation
to disgruncled cli ents.
b We have speeded up. (them) The company had refused
(c) ........... .... (adm it) liability
but twe nty of the parey
decided to take the matter ro
court. The (Our operators
denied (d) .. ' (cry)
to deceive t he holidaymaktrs
but lost the case and chey
have now u nder t aken
(e) .............. ... (pay)
compensation of £250 per
person plus costs.

c W e have taken into account. (it)

d I came across. (it)

*
Shade in your score:
e They put into operat ion . (it) 50
Well done! **
2 Rewrite the jumbled sentences in t he correct order.
a the management down the of work lays for conditions the
*** 40

employees. Well tried! **

** 30
b can th e planning manager on w ith t he fli ghts scheduling get. A good
but check your mistakes. **
*
c LGW f or Gatwick stands London . 20
Some revision needed.
d just let wo rk the bill me out. Talk to your teacher. ** 10

e for saving th e trip up have been I since last year. See your teacher now!
* o 53
 •
Hotel
Facilities
Revision
Language Focus
Adjectives and order of adjectives
Put the jumbled adjective phrases in the correct order to 1$1 3 Write a descriptionof this room. A few ideas have been
complete these se ntences. given to start you off.
a Visit Colmar w ith its
(medieval/numerous/half-timbered/houses)

b Stay at this
(cou ntry-ho usel outstandinglluxury Ihot el)

c The chalet is in alan .... .... (viliage/Swiss/unspoiled/resort)

d The restaurant offers alan

(international/ table d 'hote/varied/ menu)

e On arrival all guests are given a.. .. .... . .......... ... .

(star-s haped I d ark I Bel gi anI ch oeolate)

At th e Majestic they have

(juniorI luxurious/four/suites)

9 All staff will be issued w ith

(cotton/new/blue-and -white/ uniforms)

h In the dining room there is a .. .. .

(fifteenth-century /Ve neti anI pricelesslchandelier)

2 Join the two parts of the compound adjective s from

columns 1 and 2 in the grid.
Match them to a suitable noun in column 3.
The first one has been done for you.

1 2 3
self- -. board shoes
old- "- service ... charm
direct- made "\ room
centrally- in \ accommodation
hand- dial \ woman
well- world party
low- heated ' restaurant
half- only cupboard
built- season telephone
invitation- dressed rates
 6) Hotel Facilities

a The. . ............ and. .................... had decided to spend

Speechwork their honeymoon in the Maldives.
Stress in compound adjectives
o Listen to the tape and complete the gaps.
b The guest ordered a .... ............. and ................. without ice.
e The dress code in the restaurant ;s informal but gentlemen
are requested to wear a ....... and ............ .... ..
,/" The Grand Hotel is a (a) .......................... buildin g on th e\ d ................. and ...... ........ ... in the Aspects Restauranton the
coast that was (b) ..................... ... to cater for twenty-fifth floor from 8 p.m. till midnight.
(c) . .. ............... clients who require comfortable e Both and .. ........ staff are obliged to wear a uniform.
(dl . .. .......... ...... ... rooms. Although .prices are high you They searched the .......... and ............. .... of the
can find many (e) .................. '" offers in January and hotel for the missing earring.
February. 9 Would you like some .................. and . .... with
your meal, sir?
h We have to make .............. ...... . and ......... rules for

o Listen again and underline the part which is stressed in

each. Practise saying them alou d.
the safety of all concerned .
i Please make sure that your uniform is .......... and
........ , so that you will make a good impression.
2 These sentences all contain compound adjectives. If you look carefully at your contract you will see that all the
Underline the stressed part in each compound adjective. points are there in .......... ....... and ........ ..
Practise saying them aloud. k They searched everywhere for the missing child and
eventually found him and ........... in the
a The telephones in the rooms are all direct dial.
games room.
The guide was well dressed.
Wo uld you like .... ...... and .. in your tea, madam?
o The hotel had been purpose-built.
.: It was a last-minute decision to come.
eo They ate in the self-service restaurant.
The tea-house has its own old-world charm.
o Listen to the tape to check your pronunciation.

Vocabu lary 1
Collocations w ith and
nere are many fixed expressions in English.
For example: supply and demand.
Match the words in column A with those in column B to
make collocations with and. Use these collocations to
complete sentences a-I.

A B
black tie
bread dine
bride breadth
jacket white
milk span
wine groom
hard soda
length sound
male butter
wh isky fast
spick female
safe sugar

55
 Writ ing
You wo rk as an advan ce reservat ions clerk in the Majest ic
Hote l in Davos, SWjtzeriand. MajesticHotel,
You have received t his letter from an exclusive London
travel agency. You have wo rked w ith them before and value
Davos
t heir custom. Enioy perfect
hospitality and
uHobtrusiue elegance
The Independent Skier in this luxury .5"-star
Piccadilly Sueet hotel . All rooms are
London spacious and
W1A2ST comfortable, designed to help yo" relax in th e fresh
Reservations Manager
illvigoratillg alpille air. After a day on the Alps
Majestic Hotel unwind in our exotic pool or dine by candlelight in
The Promenildc our penthouse restatl1"ant.
Dayos
CH7DO Individual winter rates to include overn ight stay, buffet
breakfast, 4 -course dinner, welcome cocktail, use of
16th January swimm ing poo l and sauna, parking, transf ers from and to
the railway stat ion, schedule d shuttle hus to the sk i
Dear ........... statio ns, and services and taxes.

All rooms are en suite . There a re lifts to all floors.

One of our most valued clients has expre:;sed a desire to spend a
few days in Davo s from 17th-21st February inclusive . Single Double
He is travelling with his two teenage and would require two Standard: 215 SwF Standard : 590 SwF
adjo inin g se nior suites on the top floor with half board . They Superior: 300 SwF Sup erior: 620 SwF
intend to fly to Zuric h and trav e l by rail fo Davo s. Can you
please arrange for limousine transport to the hotel? They do not Junior suites (double) Senior suite s (do uble)
wish t() take n.dvanUlge of the hotel bus.. 795 SwF 950 SwF

Tbey would abo appreciate it if you could arrange in advance lift
passes, paragliding and snow-boarding
Payment will be made by credit card On arrival.
Please c{)nfinn by return availabiljty and your lenns.
Could you also forward us some copics of your most up-to-date
brochure.
With all best \\'ishes.
Extra bed from 12 years: 150 5wF per day
Ch ild reducti ons
to 6 years: free in pare nts' room indo breakfa st
6-12 years: 65 SwF per day incl. breakfast
Skiing: downhill and cross- co untry ski ing, snow-
boarding, paraglid ing, ice skat ing and tenni s all
available .

sincerely,
We will arrange your chi ld's ski schoo l and baby-sitting
fac ilities.

Come to Davos,
Sarah Bowen-Lyons the internation ally
Senior Travel Cons ultant, Swiss Des.k famous centre for
sport, culture ,
health and
Write the reply using the following information and congresses, 1,560
inventing any other details: metre s a bove Sea
level in the heart of
Switzerland's
H"o"t!l
l't -.::( Feb! r
holiday regio n.
lnt ernat ional
connectio ns link
Davo s with Europe's key citie s and Zurich airport. Air
travellers can check in their bagg,lge directl y from their
destination to Davo s. The hotel bus will collect you from
th e station in Davo s Platz.

Developing the Topic
Listening
leo NOlJobilsky is th e manager of t he Grand Bohemia Hotel in Prague.
o You will hear him talk ing just after the hotel
answer these quest ions:
in 1993 . As you listen
a When did the hotel first open ?
b What was it then calied?
c How long did the present refurbishment take?
d How many people can the restaurant cater for at one sitting?
Reading
Leo Novobil sky described t he rebuilding of a traditional hotel in Prague. But is thi s
w hat business travellers want in t he hote l of the future ?
Read this article to find out.
Seeking a
Grander
Hotel
rtquent businm rr.lvellers - known as "road
F M
warriors in hotel jargon browse they make
more dun twenty business trips :I year - want
gr{'ater on service from hotels before new
technologicaldt\'elopmenrssurh as checking in and
out with smart cards.
nli s was one of tht (tnml conclusions or
in\"it:ltion-ooly seminar on tilt HOtel of the Furore
held at London's Hratt Carlton Tower Hotcll:lSt week.
J want a hotd nOt only to prol·jcle(onsis(C'ncy of
seo'ice but also to empo91t'r staff [0 have [he
authority co solve my problem at the same time:
siid Ms Thomas, :J European Medi:J director :Jnd one
of the seminar pand of frequent tf2\'rlJ inl)
executives.
Mr Bebbington, who is another on the
food for three months or more a }'ear, recalled how he
had been horrified by the at a tOp hotel in
Smgapore.
"f was chargtd a htft), deposit when 1 askNl co use
a fn: in m)' room and then had to 5Uffer dIe indignity
at check-ou( of waiting while ;\ hOld employee
checked my room to Set if the fax was still {here
btfore {he deposit was rerurned," he s.lid.
Mr Nadeem, a law)"tr, also emphasisro seo'ice,
e Why are t here so few managers?
How are reservation s made?
9 Where in Prague is the hotel located?
h What type of dishes does the chef prepare?
saying he tried to consure good ueatment by
establishing and mai ntaining cooracts with key stafT,
like to use hotels whcre I know the general
said. "J think it is "cry importanr to be
recogrused as a regular guest."
Another pand member, Mr Paget, argued that the
hotd of {ooay is still trying to overcome the
upstairs-do9.'ostairs of 150 years ago. He
ftlt lhe main requirement the abilit}' of
rrception to grtt t ),ou and welcome )'ou - and a card
in the hotel room s.l)'ing 'welcome back to rhe hotel'
SJ)'S a
Bue Mt Ji m Evans, Hp .n's seniQr marketing yict-
president, belirl·ed new te-chnology cOlild
efficienc), and sel"l'icc, as ""'e!l as controlling COSts,
while still fetaining the human touch:'
He sUJ:gt1tcd rhat while the paCt of ch:lnge oyer
the past decade had been C'o'olurionary. there
ht revolution on:r the next tin: ye-ars, will
(hange dramatically in what the)' offer their gllesfS.
The television console, for example, will become tht
ccntral focus of rh(· room for communicatiuns,
entertainment and inrerJCti,'e
HyaH W1S alre:idr txperimt'nring in America. with
techoology that enabled executives to check in co
pre-assignedrooms by using credit cards in rhe hotel
foyer to obtain a computerisedroom key and charge
cud.
\'(/hile technology""-.15 changing for [he If'J.\·eller,
hI:' said. i[ WlS :liso l!"-4king reservationseasier, Nexr
month Hy:m i£artS tri:1is to allow direc£ access to its
hotel o,'er the Thisco u'l"el \l,'eb, at first
JUSt for frJ.\"el :lgeor) but for regular
It.l\'ellerias v.:ell.
G) Hotel Facilities
guncs will be able to
lr is possiblethat before
hook their room. check in and check our, and r('(ei,'':
room st'c"ice from an auromated ki((hen withoutever
dealing wirh :I horel emplo)'tt face to f.tee. Nor
surprisingly. such in"esrment in new tt(hnology will
lead ro higher room racts, Mr E';JII S admined.
It also t"mtrge-d from discussions that the horel
room would most cemin ly be setn mort as an office-
:lway-from-thc-offi(t", rather than a home-from-
home. Incl"t"'lSingly, the hare! room WJ.S l'ieww as a
plaCl: to do business, hl:nct the move towards built-
in work st<1tions wi th modem poims, lighting
;lnd well-dtsigne-d chairs,
But the pand of executi..es sti!! nttded ro be
convinced that hotels would be abll:' to guarantee
the lel'e! of communications the)" offered now.
The seminar also indicated that businc:s.s rravelle.rl
had litde interest in enviroomeotal iniri,ui\'es such
as fewer bathroom toilecries or towels, and all
expected an increasingproportion of rooms - and
public artaS - to become smokingM.
Hyatt is n Ot .. lone ill trying to find what rtgul:Jt
business guestS want. All the lar!:!! chains are
carrring out trials.
Wesein, for example, has rooms where the bed
becomes a couch at the touch of a button, giving
the room a more business-likeappearance,Jarvis is
experimenting with the delh'ery of room sc-cvice
through a cupbo.ud accessed from outside rhe
room: a light 1m guests know the meal is (here.
There femains olle tradition hOteliers h;l\'e yet to
decide to keep: the chocolate left on rhe pillow at
night.
(from Tbt '/lW1t:{)
57
2 Complete the table with the correct information from the
article Seeking a Grander Hotel.

Facilities or services guests believe to

be important:

Facilities or services guests dislike:

The type of improvements business

travellers are uninterested in:

The changes or developments taking

place or likely to take place in the hotel trade :

Vocabulary 2
Look at the article Seeking a Grander Hotel again. Find wor ds in the text to mean:
a to give someone the powe r or right to do something:
b gave special importance to something:
c to make something certain: . ................. .
d permitted someone to do something: ........................... ... .
e became known, evident: .............. ..

2 Write the verbs beginning with em or en which mean:

a to make larger: ... ................ .
b to board a ship or plane:
c to put something inside an envelope:
d to make something livelier:
e to make something or somebody richer:
 Selecting
Locations
Revision
Language Focus 1
Conjunctio ns
Which conjunction would you use to link these pairs of
sent ences? Choose from the ones in brackets.
a The hotel benefits fro m high annual occupancy rates
throughout the year.
There is a sudden dro p in occupa ncy rates during January.
(although, besides, in addition)
b Earlier research had determined t hat th e clientele were
mainly wome n aged between 20 and 45.
A campaign was devised to encourage this sector of th e
market to come in greater number s.
(therefore, despite, because)
c Many attractions appea l to visitors because they are very old
and historical.
Theme parks are a comparatively new type of attr action.
(conseq uently. desp ite, whereas)
d Theme parks stretch over vast areas of land, often the size
of small tow ns,
Most are situated in the count ryside,
(although, thu s, yet)
e Theme parks attract large numbers of visitors.
They are expe nsive to build,
(thus, however, in spite of)
2 Complete this passage about a theme park near London
using suitab le conjunctions.
LEGO BUILDS ON ENGLAND INVESTMENT
"IT'S N ICE TO SEE ENGLAND come out o n top - we
loohd at places all o\'er the wor ld, (a) ....... .. ...... the
truth is that England oll'ere d we wanted,"
according to Cliv e Nicho ll s, Manag ing Dir ec tor of
Lcgo UK .
Lego began looking at bU.ilding a second site in the
autumn of J 990 and considered "hundre ds of' sites" before
narrowing the field down to a shor tlist of six - includ ing
thr ee sites in th e USA, (b) it was the
uniqu e characte r of the 142 acre Windsor Safari Park site
that per suaded the company to ilwest in England.
"For Lego there were four det erminin g factors in our
choi ce: (c) ... ',. . ,., ...• the site itself was just too beautiful
to miss; (d) ............... _, its size also mad e the park the
ideaJ venu e to bu),. Th ese two factors coup led with its
aCCl'SS to the motorway nCh ,,'ork and the large catchment
area that surround s Windsor made the site perfect for us.
(e) . _. ........ ........• Windsor is a tr uly int e rnat iona l
{Iestination, which meam we should be able to attract many
from o utsidc the UK."
(h'om Tourism Enterpri se)
59
 Vocabulary
Adjectives
'1t:11 Use the words in the box to replace small in sentences a-d .
a Childr en love to visit Beaconsfield village where all the small houses are smaller than
the children themselves. miniature
b There has been a small impro vement in occupancy rates this year in the region of 5 compact
per cent. minute
c The budget-priced motel's rooms were all small but comfortable, complete wi th slight
bunkb eds, cupboards and washing facilities.
d The new air-condi tion ing equipment is so sensitive it w ill respond to sma" changes
in temperature.

Format language
2 Rewrite the following sentences replacing the phrases in italics with one of the
phrases from the box.
a I am sorry for the trouble my action may have caused you.
substantia l number
apprec iate
b The breakdown of figures shows the percentage growt h in each part of the hote l radical
market. illustrates
taken int o consideration
sector
c We would like it if you would send payment of your hotel bill as soon as you within close proximity of
receive this letter. regret the inco nvenience
by return

d On writ ing t his report we have thought about your

requirements for a site very close to a met ropolit an area.

e There has been a large improvement in t he standards of

service in a lot of hotels.

Speechwork
Pronunciation of the letter a
Decide if the underlined a in each of these words is pronounced lrel as in cat, ICII
as in late or 10:1 as in car. Write them under the correct headings in the grid.
palace castle pyjamas statio n Japanese parade
fabulous half gardens accommod.ation sand mansion
f.actor location

eI 0:

o listen to the tape and check your answers.

 it) SeL"'Cling Locations

Developing the Topic

Listening Writing
o listen to John Murphy, a director of the Tussauds Group.
explaining how to choose a site for a new theme park.
You work in th e f:\' / Ventures Departme nt of Them es
Galore, a compan y specialising in opening new theme parks
throughout the world . You have been asked to write a
As you listen, fill in the gaps:
report recommending one of two possible locations for a
a The resident popu latio n are those people who new theme park.
Look at the information about the two sites given below
b Tour ists are bot h ... and and decide which would be most suitable. Write a report
who are staying wit hin that ............ radiu s. for your MD outlining the reasons why .
c An affinity group is a gro up of peop le w ho have
FJoriana is a beautiful unspoilt island off
d A liner group is a group of people who have . D City (pop . 350.000) the Indian coast. It has a population of
o Town (pop. 150.000) 3,000 who live in small coastal Villages.
e So the que stions are: do we have a site in an area where o Villag e (pop. 500)
There are few roads and little contact
.. Hotel
with the mainland.
A. Proposed site for
and is the site ..... . .. ..? 'V' Theme Park

9 Is there a reaso nable .7 No. of intern ational visitor s:

2S INDIA
h An area of natural beauty is an . ........ if the . :: l 00km
location is a .
but if the park is big enough, you can ......
FLORIANA
If the. . people prefer to
go to the beach.

,/1
Language Focus 2
Conjunctions
An internat ional leisure group is consider ing open ing a new
city attraction in the centre of Konstanz in Germany. They
have commissioned a report on the area.
PRODUTIA
Complete this extract from the report using the
conjunctions in the box.

howeve r in addit ion to but therefore

as a result besides

(onstanz lies on the western side of the Bodensee where the lake
:rains into the River Rhine. It was founded on the site of a Roman
'on. (a) . ... it is the medieval city that survives to this day,
JOOlinatingthe shoreline, (b) .................lying in the centre of an
=co of outstandingnatural beauty. (c) . ........ , it is of litde 0 Vi llage (pop . SOO)
SC-'jJrise to learn that Konstanz, with a populationof 75,000, anracts *
(f)
Hotel
Airport
_ ,'?f 200,000 overnightvisitors a year.
Produtia is a small but heavily [i,O] MUSl!um I Gallt!ry
Motorway
.h an average stay of only 2.4 nights, Konstanz would appear to populated land-locked industrialised
.A Propo sed site for
:.c c typical destination for city breaks, (d) .............. the majority country. It has large cities with a 'W' Theme Park

Yisjtors are day trippers. This is due to its dose vicinity to popular cultural heritage. The south of the No. of international visito rs:
400.000
-c iday regions (e) ..............its closeness to the island of Mainau country is a popular international
, =50km
to urist destination .
.... idJ attracts two million day-visitors a year. (f) .... the town
- ":':HS from serious congestion since most visitors arrive by road.

61
 Reading
Local residents are not always in favou r of the building of a new attract ion
in their area.
Read the article about a new hotel in Japan and answer the questions :
a In whic h city is the hote l?
b How tall was the previo us Kyoto Hotel?
c How were t he ow ners able to build a high-r ise hotel?
d W hat does the city's name mean?
e What is t his city famous fo r?
f Why does the writer feel that it must be hard to meditate at one temple?
9 What do you think the monks are likely to object to next?
Mammon
Rampant in
City of Shrines
O urside the gates of (he magniticent
Kiyomiw lempJe there is a sign saying
char the residents of the Kyoto Horel art not
welcome.
The hotel, which will bc formally opened
tomorrow, bas 3W;lcted che ice of many of the
Buddhist monks as an unwelcome
inrrusion inro the historic character of the
former imperial capital.
"The cicy is cdebr::ningits 1.200th birthday
this ),ear," said a monk, shaking his head sadly.
'Tht" Americ;m bombers cartfully flew over and
past Kyoto, doing no damage. Now we Japantse
are descco}'ingthe grear beaUty of (he (iry.'·
He and other monks are angry btcallse the
hotel, aparc from being in rheir view a graceless
block, has beeo allowed to break the cicy's
precious height restriction of 160 fe At 16
storeys,in addition to four floors under ground,
it is twice the height of che hotd of rhe same
name chac it replaces,
"The hotel destroys the low-risc- characterof
the city," rhe monk said. "Mammon won."
The hotel own('rs were abll' m get a
relax-arion of rhe height restrictions by giving
8..372 sq. yards of land - 40 per (ent of tht
original sire to create an uninspired public
garden.
Kyoto was crtated in 794 as Heian-kyo, the
Cicy of Peace, but its inhabitants have always
called it Kyoto and rhe tWo Chinese chamcters
of its name mt'3n capiral of capitals.
It is a ci ty chat embodies the spirir of old
Japan, where ancielJ( am and cralts - texeile
weaving, eeramjes, kimono- and kitt-making-
live on.
In Kyoco geishas practise their arts, Whtfe-JS
in Tokyo mose of them have been dtiven away
by kamoh- and disco bars.
There arc lanes filled with old wooden eyesore.
houses and corner shops, many filled with
tourist trinkets for the 40 millionJapanese and
1 million foreign visitors, but some of them
still displaying rraditional<:fafes.
AbO\·f' aI!, Kyoto is famed for its palaces. and including more than 2.5 million sq. fr
castles, shrine's, temple'S and g3rdens. It is
estimated (hac there are about 1,500 Buddhist
templesand 400 Shima shrines and aOOm sixty
remple gardens.
One {empie, Kinkakuji, originall}' built in
1397, has a pavilion (o'<'('rOO in gold 1e'J.f set in
a garden wich a small lake.
At the Ryoanji remple is rhe renowned rock
garden, jusc fifreen rocks laid our in the
fifteenrh-ct'nrufY gravel thar is raked every da}r.
Zen Buddhists say rhat ir indu(l's
contemplation and enlighetomenr, though
with thousands of chattering \'isirors if is
difficult to be concemplacive.
At Ki)'omizu there is a mix of the godly and
the godless: crcaking wooden tloors, old
images, and never a moment's peace from the
rush of schoolchildren anxious to fill their tin
ClipS, and drink from rhe warcrfall of good luck.
"How can rhey demoy this history, rhe
modern vandals?" asked rhe monk.
Takeshi Tanaka, the managing direcrorof the
Kyoto hotd, responded: "People don't waor eo
live in old wooden houses and become victims
of constructionrtsrrinions."
In reality the monks have lost the batrle, in
the courrs. The judge said they suffered no
inconvenience from having to live near the
Tomorrow's formal opening of the hotd is
nor quiee the lasr nail in the collin. \'(i'ork has
already started on a new l'lilway stJ,rion, also
rising to 196 fe bur more rhan 500 yards long
devottd. to a shoppingmall J,nd horel.
(from TkGuardian)
 Things to Do
Revision
Vocabulary 1
.... Complete these networks with as many words and
branches as you can.

Speechwork
Pausing and stress
o 1 listen to an extract from the london Tourist Board's
guide to London' s markets.
2 Use these notes to write some more of the telephone
gUide.
As you listen, mark where the speaker pauses (I) and Mark the places in your text where you should pause (I)
underline any words he stresses. and underline any words you should stress .
Practise saying it.

Petticoat Lane is London 's world-famous Sunday marker ; Record your text onto a cassette .
it is held in Middle sex Street, London East 1, from 9 a.m.
w 2 p.m. and sells clothes and household goods. Nearby is CA.MPEN .l.Xk M'(RKET
the old Spitalfields market in Comme rcial Street , London • 07te ,l2dJU<larp/erCM to uid.tf';' limd¢!
East 1. Thi s covered market is situated on the site of df tire weeAM,,(
Londo n's original frui t and vegetab le marke t . It 's near
L"-erpool Street underground stat ion. It 's open throughout
the week selling all types of craft goods, bm the best da}'
• .hut!UnL tiJ.90: SatunL4qs iJat_e;c
<:0 \-isit it is Sunday when it 's hom e to l ondon's only
organic food market . '1".111. an46p.M.

Practise saying the extract_

o Listen to the tape and compare. 63
 Language Focus 1
Conditionals
Complete the sentences with suitable words or phrases: 2 Use the following prompts to make conditional sentences
a If you . . by bus, it'll only take you a few minutes. expressing improbability:
b In the event of an accident. the alarm a Iflyou/become/managi ng director of Forte hotels/what do?
c If the lift doors refuse to open, please .. .... the
button. b Ifl i/ lose/a guest on an excursion/firing/t he hotel
d Students are allowed in to the museum at reduced rates
provided that c If/you/have/a car/drive across Europe
e Children are permitted in the bar on . .. ........ that
they do not disturb the other guests. d They/earn/mo re money/iflwork/longer hours
Cheques are not accepted ... .. they are
accompanied by a cheque guarantee card. e Sophia/tell/day-trippers about the funfair if/know/where
9 If you become separated from the tour, please it/be
your way to the coach pick-up point.
h If you have completed the registrationform, I .
the key.
i You can go to the Savoy for dinner as long as ............... .
not .. jeans.

Listening 1
lohans works in the Berlin Tourist Office.
a Listen to him talking to an American tourist and draw a
ring round the places he mentions on the map.
What advice does he give the tourist about public
transport?

Writing 1
You work in your local Tourist Information Centre. A group
of hoteliers has asked you to provide a leaflet giving
information about local transport which they can give to
their guests.

Design and write the leaflet, describing the methods of

transport in the area, the types of tickets that are available
and the places where tourists can purchase them.
 Things to Do

Developing the Topic

Listening 2 Vocabulary 2
Jenny McGee is Information Services Manager at the Synonyms, British and American English
London Tourist Board. She is talkin g abo ut tourist Words for the parts of a theatre are different in British and
info rmation services in London and about the qualities and Amer ican English.
qualifications she requires from her staff.

o Listen and answer these questions:

a How many Tourist Information Centres does Jenny mention?
b Where are they situated?
c How many languages do Jenny's staff require?
d Which languages are most needed?
e List the skills Jenny's staff requ ire.

Language Focus 2
Intensifiers
O· listen to Jenny McGee again and complete these extracts
using the missing adverbs:
a "li stening skills are. .. ... essential"
" able to speak ................... kno w ledgeably abou t London"
.: "are computerised: a . . .. good telephone manner" First join the pairs .
Then decide which word ill each pair is American English
Choose a suitable adverb from the box below to complete and which is British English. Write UK next to the British
these sentences. Use each word once only. word and US next to the American word. The first pair has
a It was a/ n ........... "' ......... mi ld day for the tim e of year.
been done for you.
=- It is ........ vital that all tour guides have attended
the local history course.
.: The service the guests received at that hotel was D check room interm ission D
...... marvellous.

D D
/
: The gu ests felt that the excursion had been.
foyer cinema
ove rpriced.
.e This morn ing everybody was ..................... busy in the

:
office.
was a/n ... .......... we ll-org anised excursion.
D Interva l D
; owa days hot el managers are .............. ............... trained.

absolutely perfectly
D mo vie the ater upper circle D
slightly exceptionally
terri bly
high ly
really D stalls cloakroo m D
D first balcony lobby D
D hatcheck girl mezzanine D
cloakroom
D dress circle attendant D
65
Reading
Read these extracts from a guide to places of interest at Greenwich in london.
Choose one of the places (A-I) to complete each gap.
Note that there are more places than gaps.

GREENWICH THE CENTRE
OF TIME AND SPACE
Set in th e lleaul.iful surroundings of Greenwich Park. hut
close to the hustlin g riversid" town of Greenwich with it s
historic buildings, street markets, speciali st shops,
plen tiful pubs and r estaurants, is (a) .................. whieh
was founded in 1934 to pl'omote understandingof the
history ami future of Britain and Ule sea. Learn why
Brit ain "rca me a lea ding mariti me power and of the
importance of people like Captain James Cook and LOI'd
Nelson.
(b) .. ....................... , situated on the river, lVas lJegun in
161 G for Anne of Denmark. Tllis is the eat'liest building in
Britaiu Ul the classical style. It has been fully I'estorcd to
its seventeent.h-century splendour.
(e) .
Here, John Flamst.ead, t.he first Astronomer Royal, began
ili s work in IG75 t.o ca lculate time at sea - an essential
requirement for exploring ant! mapping the globe. Visit
Sir Chri stophel' Wren's oct,agon room and cli sGover til e
story of time and astronomy. See the largest
telescope and a unique coll ection of histot'ic timepieces.
(d)
The IVtlI'ld's only museum of its kind. Th ere are
permanent exhibitions of the history of fans and '
Can-making.
(e) .. is pal't of tile nond defence scheme for
protecting Lundon against riSing water levels ane! tidal
surges. It spans 520 metres and consists of ten separate
movable steel gates. \Vhen rai sed, the fOllr main
each stant! as high as a five-storey building and as wide
as the opening of Tower Bridge.
In.
An awe-inspiring outing 1'0 1' all tile family. This
U-475 was in active sel'vice with the Russian BaltiC fleet
until 19()4 having spent Iwenl.y-seven years prowling the
oceans on surveillance dUly Explore tile engine rooms
and eonlrol stations; experience tile crmnpecl conditions

A The Thames Barrier B The Date Line C The Fan Museum

o The National Ma ritime M useum E The Russian Submarine F The Queen's House
G Thames Bridge H O ld Royal O bservato!}, Children's M useum

Writing 2
You work as a tourist information clerk in the Tourist
M.... •....i!:e anr:t I a .. e plann; no to ,ornE
Information Centre in York. OVQI,' to the UK in
tbe t?arlj- tall WIth
You have received this e-mail message. OUl; young son . would ] i).;e tOo spe_ld
:'\d:ty in lour fine t:'itl', ir.tr,;xiucing
Use the information on the opposite page to write a reply.
him t.O English herit. .."Ige a.nd cult Ye.
t' ",eaSE: can yoU wtler e .....e: shcuJ.o
gQ what should see at that
l of year.

t"lea$t? send mol tlet41.ils .

'rhdDr:S !vr YC'lr :oop'e'rdtion.
YOUl-S Ldthfu,l.ly.

1. Howard
';t,. s·
tIfo; e-mall is .JHHsts. JPS.US
 Things to Do

York was first a Roman base and city founded in the first century AD. It later became
a Saxon settlement before falling to the Vikings in 867, when it was called .lorvik.

1 Stonegate Shop in rhis

meJitml .(tr« I.
2 Jarvik Viking Centre in a time·car
ClnJ rrdrel b,,,"k ,1 I,GOO yean to su Jorrik doJ
its pe,'lrie. J)iscor.::r che lreasuresJuunJ JUrillg
the arc:hael'Joai.::alJiB of 1973.

3 National Railway Museum DiscOH:.r hOIl"

British social arlll mil trm'e! (lrc JinkeJ.

York Minster
Vis;t the Jorse:;t
5 The World meJiel 'al
of the Minster cochttiralin
Offers Northern Europe.
in sight into che lye
and tim es '?IpeC'ple
on", a ioel of
800.years.

6 York Castle Museum A mUSl'um l!f

,-- -----, IfF· Relil'c as it usd to N
in nineteenth-century' EnSJ.JnJ.Compare)OUT
lI'ith our period rooms and SC"ttinss.

7 Yorkshire Museum Set in rcn acr.:s I!l

bocanit'rJlsarJcm, tllis displays ?f
cheJlnest Romatl, tlnS]O-SdXc)tl,l'ikinH ./OJ

8 The City Walls The olJ <icy i, Slill almest

(omplerelJ'JurlOundC'Jb) ilJ Halls. .Jf.Jke a
complece ci,, ;uiL on.f(J()( t e) appudau the
!
... V
A 0I i

superb "ic H'S anJ the <1 Englund.

67
 Marketing
the Past
Revision
Speechwork Writing 1
Pausing, stress and pitch You wo rk as the Skyways Holidays rep in Bufta lo, USA.
o 1 Listen to a guide describi ng Niagara Falls and mark the
places where she pauses.
Design a poster to be put up in the hotel. advertising a day
trip to Niagara Falls for next Sunday. Use the information
from Speechwork and remember to include:

• w hat g uests w ill see

Everybody over th is way , I' ll t ell you a little bit about
• the time of departure and return to th e hotel
w hat you 're go ing to see and th en w e'll head down to
the cost of t he trip
the boat ride , First of all, I wa nt to tell you that yo u all
how or w here guests can get tick ets.
look very beautif ul an d handsome in yo ur w hite coats.
You' re very distin g uished - loo king.
See page 92 of the Course Book for an example.
OK. The falls whic h are dose st to us here - these are all
the America n Falls. Th e American Falls st and one
hundr ed and eighty-four feet high and go one
thou sand sixty feet across, If yo u loo k at the end of the
American Falls, yo u'l l see a small island right past t hem
and ther e's the littl e fa lls that're called the Bridal Veil
Falls. In the even ing they'll shine two w hite lights on it
and the water looks like a bride's veil as it's goi ng over.

o Practise saying the text aloud. Record yourself.

2 Mark your own pauses on this second extract from the

guide's tour and underline the words where the pitch rises.

And th en th e falls straig ht ahead of us are the

Canad ian Horseshoe Falls. They stand one hundr ed and
seventy -six feet high and go two thou sand two
hundred feet across. So the Ame rican Falls are taller but
the Canad ian are tw ice as w ide. And again w hat yo u
see rig ht no w is onl y 50 per cent of the wa ter that can
actually go over. The other 50 per cent is taken away to
prod uce electric ity. So now we are going to head around
th e corn er and take the elevator down t o th e bottom
and we' ll tak e th e next boat out of here, So if you' ll
fol low me roun d the corner we' ll all go do w n to the
boats toget her.

o Practise saying the extract aloud. Record yourself, then

compare your voice patterns with the tape .
 Ie Ma r k eti ng t he Past

Language Focus
Re lative cla us es
Add t he informat ion in brackets to each senten ce. maki ng 2 Add comm as if and w here necessary to these sente nces:
one sentence wit h a relative clause .
a In Iron Age tim es large def ensive earth wo rks w ere bu ilt to a The gro up t hat was due to visit th e po rt thi s afterno on has
protect agai nst invaders. cancelled th e tri p.
(The earth wo rks are now beneath the castle. )
b The port of Dove r w hich handl es about 5 million t ravellers
each yea r is th e busiest passenger port in Brita in.

b On e of the lighthou ses still stands tod ay in t he castle grounds. c Th e huge outer harbo ur whic h was bui lt at the beginn ing of
(The Romans bui lt t wo lig hth ouses.) th e twe nti eth cent ury is now used in summ er by wi ndsurfe rs
and din ghies.

c St Mary-in-Castra is a Saxon church. d The custodians w ho w ork o n th e gat e need mor e pat ience
(It is in th e cast le grou nds.) and t act t han th e others.

e Peter w hose job it is to ru n worksho ps for school children

d The keep of Do ver Castle was built in 1180 . enjoys his work very much ,
(It is one of th e most imposing and imp regna ble fo rt resses in
The build ing wh ich stands on t he w hite cliff s above th e
Euro pe.)
t ow n is Dove r Castle.

e The und erground tun nels we re built in th e thirt eenth centu ry.
(They w ere used as air- raid shelter s d uri ng Wo rld Wa r II.)

Speaking
.... You wo rk as a to ur guid e at Stratford-up on-Avo n in
England, t he birthp lace of W illiam Shakespeare.
Use the map and notes t o plan a walking tour of the tow n
and w rite an accom panyi ng ta lk.
5 .. 1 Thr at rc
Practise giving the talk. Then record your ta lk on a cassette . • huHL in 1962
• produces
Slaali:rsp rare 's bl r thpla cr. • adjOining r iC'lUfl' gallery and
• ;pical milJdltx l(lss furniture tof Ihe lime mu:-.cum willi paintings and C'oslUmcs
• hurn in ulIslairs N)Om 01' famous urli ».l}; and aChlrs
"a with Signatures of other
famous playwrights
(j Han'al'd 1I01lS('
• home of John lI arv;l rd, who
2 Hairs Croft later to USA
• medieval hou"c rOll ndeti l-lJl'vard llniwr siLy
• home of ShakespeliT'e':$ daughter,
: - Susanna. who marr ied Dr lIall, 'fil e Sha kf' sp ......r e Ct1nt.re,
an emillPnL local dOCLor • founded in lH6-1 r---- - ,,--------,
• house contains 16th- and 17th-
• comm{'morates 400 lh
century medical equipment (Hllliw rsary 01
I,irth
'"', Placf' • il study Crnlrt"
e telgh t by Shakl'SI>l!are in 1597
e p: rlll anCflL Ic:-id('Ju:t: trum Ii oly (;hul 'ch
11 till hr dicd in 1616 • Shakespeare"shal)li sm <lilt! burial IWort ts
• nile Of 15th-century \\,ood-f arving.,

'"" ,,,,,h liall IShakespeare's

..... ught" ) Thoma, N., I! .-- - -L.:J""-'c,
StrHlft.lrtl story
69
 Developing the Topic
Listening
o 1 Listen to some custodians talking about their work at
Dover Castle.
o 2 Listen again and decide if these statements are true
or false:
As you listen, match the pictures to the speakers. a Visitors are never bad-tempered when they arrive. o
(One picture does not match any of the speakers.) b Adm ission is not expensive. o
c The staff are trying to prove to British yo uth that it is
imp orta nt to retain the past. o
a o d The way a custodi an behaves is important.
e A scalomobi le is a type of wheelcha ir.
o
o
f At Dover Castle th ey sell good -qua lity souvenirs. D
9 Staff are relieved w hen they have finished a tour. D
Vocabulary 1
With which periods of history do you associate the words
in the box?
b o Write the words under the correct headings .

c ....... o
(You may use each word more than once .)

wireless galley cannon

toga fort artillery
radar chain mail archer
monastery centur ion amphitheatre
knight castle cross-bow

Romans Middle Ages 20th Century

.... ........ .... ...

d o ....... .. .......

o
o
 ce Marketing the Past

2 Match the words to the correct parts of the picture of the castle.

keep moat

battlements drawbridge

spiral staircase dungeons

great hall bailey

portcullis outer bailey

Writing 2
.... You work as a custodian at Dover Castle. Next w eek you are going to give a talk
about life in the castle during the Midd le Ages to a group of school children.
Use the notes and pictures below to help you write what you will say to them .

• Learning to become a knight

• high table • Learning needlework
• rushes • Storing food against attack
• Preparing for a siege
71
 Reading
Dover Castle is t rying to attract not ju st fore ign but also British visitors, and to
encourage th e general publ ic to be more aware of their heritage.
Read the article and answer these questions :
a W hat, accordin g to t he writer, were Victoria n museums like?
b In w hat ways have British museums changed?
c What are the disadva ntages of the se changes?
Fossils Get into Showbiz
Roll up, Britain's museums are turning into theme parks!
e O\ve our great muse ums largel y
W to [hose much malign ed people,
the Victorians. But thei r ideas are not
ours. "Teach boys and gir ls noth ing but
Facts, Facts alone are wanted in life."
That was Gradgrind in Dicken s's Hard
Times, and you can ima gine somet hing
of the same austere spirit pemleating
the Victoria n museum: art, relics, facts
being presented in dusty cases, bereft of
cont ext or passion, to be observed in
silence.
If museum s had stay ed like that, we
would not ha ve 2,500 today. But
mu se um bosses reali sed that their
inst ituti ons had to shed their
forbidding imag e or die. However, a
Mu seums and Ga lleries Commi ssion
working party comp la ined in 1992 that
the stan dards of di splay in many
museums were still appa lling. And a
survey by the London muse um s to
find out why peop Je were not viSiting
them was called "D i ngy place s with
different kinds of bits."
Other factors spurr e d change. In the
19805 the government forced a climate
of "se lf-help". Adm ission c ha rges
were intr od uced; c urators were
enco uraged to take crash courses in
market ing.
There were some s pectacular
successes. Towns discovered they
could make a virtue out of industrial
dec li ne by converting a disused mine,
factory or mill into a mu se um;
suddenly, they were tourist attractions.
Morwe llham Quay - a former coppe r
mine in Devon that has been virtua lly
reincarnat ed as a Victor ian viJIage, to
the edificat ion of thousands of vis itors
e·ac h week - is a classic success story.
Even more radical is the sea-change
in presentat ion. Museums have become
user-friendly. Competing for the same
"leisure pound" as the theme parks,
zoos and cinemas, they have gone into
showbiz . The new buzzword is
"interactive". For instance, if little Dean
wants to pretend to be a Roman so ldier
stationed at Hadrian' s Wall, he can,
Even the big institut ions caught on.
Madame Tussaud's opene d a £ 10
million "Spirit of Londo n" ride that
wh isks punters through Londou's
hi story. Simil arly the To wer of
London's attraction, the "Medieva l
Palace ", ha s experts dre ssed in
thirteent h-ce ntury garb, and thirteenth-
cen tury replica quill s and chess sets to
help the punters get tha t Mid dle Ages
fee ling. This is the theory anyway.
Then there is the "Sp ielb erg factor":
mu seums cash ing in on the media
eve nt of the mo ment. Did you think it
was a happy co incidence that the
National Marit ime Museum mounted
its "P irates '" blockbu ster at exactly
the time when Spielb erg's Hook was
released?
Plenty of museum people think that
commercialism and an obsess ion with
access ibility have been carr ied too far.
They cla im that museums are
becoming degraded as ce ntre s of
research, conservation and scholarship.
The public cannot tell the difference
any longer, they claim , between the
dinosa ur theme parks out to make a
quick buck by throwing together a few
plastic stegosa uru s repli cas in a field -
and the Nat ural Hist ory Museum,
which has the real thin g.
Last month 's J\1use um.t Journal
carried a caustic artic le by Peter
Jenkin son. the head of museums in
Walsa ll , which summ ed up these fears:
"We appear to be moving away from
the ideal of access for all, to a new
environ ment where access is
dependent upon the ab ility to pay;
where the es tablishment of
programmes is based either on cynical
or snobbi sh ass umptions about what
wou ld be pop ul ar, or on the
spo nsors hip that might be ava ilabl e;
where subsidi sed museums that do not
attract large audiences are see n as an
unaffordab le se lf-ind ulgence
Three-minute cult ure has come to
muse ums."
(adapt ed from The Tilll es)
 Marketing the Past

Vocabulary 2 Writing 3
1 A survey mentioned in th e article Fossils get into showbiz Read this extract from an art icle about Kentwell Hall.
was called "Din gy places with different kinds of bits, "
What did the writers of the survey mean? Choose one cntwcli Hall is
alternative:
a Large places divided int o sections,
b Dark, dirty places with badly organised collectio ns,
K an EliZdbcthan
m anor hou!lc
in Suffolk. Eyer), Jun e
c Romantic places with many surprising and interesting items. and July the h ou$c and
farm arc run if the),
2 Having read the art icle, which words in the box would you w{'re still in the
associate with Victorian museums and which w ith modem- sixteent h centur y. The
day museums? Make two lists . "cast'" of about 700 is
chose n from about
2,000 applicants who
academic dingy realistic then have to Icam as mu ch as they can about t.he
accessible dull silent century and also Jearn a I.kill , a.\
attract ive exciting sombre wcavi ng. They dre ss in Eli:l'.ahc·thancostUIll(!S, farm in
authentic free subsidised the Eliub ct han way. cook Elizabethan fond, .'i ing
bright unattracti ve Elizabethan songs. Thc} tr), to recreat e the past a.s
cold interactive unfriendly authentically as possib le. Howcx cr they do no t portray
commercial lively uninteresting starv ing. beggars <lnd they do take
dark musty user-friendly showe rs.
d'rty real welcom ing
Tick l!ts cost L9. 00 for' adult s .mcl L6.00 for
ltidDria n Museums Modern -day Museums A fam ily ticket ('osts £30.00.

You wo rk in the marketi ng department of Kentwell Hall. The

marketing manager has asked you to wri te a half-page
advertisement to appear in the national daily papers.

Write the advertisement.

words give a negative impression and wh ich a

ression?

73
 Business
Travel
Revision
Speechwork Language Focus
Sound and spelling Possibility and certainty
Some words are pronounced in the same way even though Complete these sentences using the words in the box:
they are spelt diff erently.
For instance: their and there, to and two. will won't must can't might could should

o Listen to the tape and tick the word you hear.

You may need a dictionary.
a We . ........ have full occupancy on 15th June.

a cereal
c eight
e crews
serial
ate
cruise
b aisle
d coarse
f fare
I'll
course
fair
this afternoon. That ....... be him now. 0,
b The conference organiser promised to ring us around 1. p.m.

9 principal principle h steak stake c W here's Pierre? He .. have returned from the station
by now! It's only a five-minute walk and
2 Some words are pronounced in different ways even though he left at three! C9 G
they are spelt the same. , I
Read these pairs of sentences and underline the stress in
each of the italicised words.
a We need to import all our fruit and vegetables at this time
d I'm afraid that M r Dupres, the manager,
.... be back on duty till 8 p.m.
. "'
of the year.
b The imports were delivered to the warehouse on time.
e The delegates only left an hour ago. I An.
c Most of our business clients are members of the frequent- suppose they ... have arrived by now. I
Traia l!JIj 14.00
flyer programme.
d it is inadvisable to frequent that area of town after dark. The delegates only left an hour ago. Surely, Dep. Afr.
they ....... ....... have arrived by now. •S
e The flight to Capeto wn flies over the Sahara desert.
"Don't desert me!" she cried, as the taxi sped away.
9 If the weather holds, they ...... ..... decide to
9 "Please transfer my account to your New York branch." host the presentation on the terrace. It all
h The transf er was made by phone. depends on which general manager is on duty.

o listen to the tape and chec k your answers .

Practise saying the sentences. h The guest speaker ............... bring his wife
to the conference.
I'vEl
We ............. break even by the end of th e year. 'llz""
The hotel ............. re-open till the New Year.
 Gil Business Travel

"$I 2 Rewrite these sentences using the wor ds in brackets.

a The price of business hotel accommodation is sure to rise. (defi n itely)
b I doubt if th ey will hold the convent ion in Alaska. (likelihood )
c It's a safe bet they' ll ask f or a gala dinner on the last night (probabi lity)
d The chances are th e businesswomen wi ll require rooms near to the lifts . (certain)
e There's little likelihood of finding a guest speaker at such short not ice. (hardly)
f It is impossible to provide a full table d'h6te dinner at that price. (no way)
9 If we' re lucky we' ll make a prof it on our catering this week. (possible)
h I' m sure there'll be 300 delegates at the convent ion. (bound)

Writing 1
You work in the sales department of The Grande Canyon Hotel, a new business
hotel in Zurich.

The Grande Canyon Hotel

set in landscaped grounds on the outskirts of Zuric h
Ther e /lre eig ht con fere nct'! rooms, ran ging in size from the lSelcC't Simoll Room.
which holds thirty delegat es, 10 the Grand Hal/room, h'hich 200. All our
con ference room::; are full y ("quipp ed.
All our 200 private rooms are df'luxe dQubles.

IJQuble rQQnu 330 SwF

SuilCJ 550 SwF
24-hQllrmlljerellee rale dinne-r. double room (single occupancy),
brea kfast, mid-momin g IUllch, tt"a, room hire. equip)l!(!Ilt: 550 SwF
24-llQur C()l!ference rale in junior Juile 750 SwF
nar delegate rate 250 SwF

Tramporl
We are 25 kill from Zurich International AirpMt. There are gooJ frum Zurich
10 all the major in Lurope. Tilt' hOlel fi\'e minutes from the mo\orway

00 want to encourage local business as well as internatio nal

:nmpa nies to use your hotel.

Write a template - promot ion al lett er (o ne that may be sent out using mail
merge") offer ing conference facilities to large and small compa nies .

.. :.emplate letter: :t stand ard lene r which may be used to give gene ral information and which can
sent out to different peop le with min or amendments made. Gaps may be left for recipients'
:md and [he lener can be used wit h a mail merge facility .

•• :nlil merge: a word processing facilit y whereby a standard lett er can be pri ntetl many rim es
different names and addresses (for exam ple from a mailing l ist)
75
 Developing the Topic
Vocabulary Listening
Conferences and meetings o Fiona Stanton works as a tra vel consultant for a conference
venue agency. She is giving a talk to a group of company
W here are these people goi ng?
Match the sentences with the words in the box. secretaries on choosing a conference venue. Here she is
out lining some of the major considerations they should take
into account.
1 lecture 2 congress 3 wo rkshop
As you listen to Fiona Stanton, complete her checklist.
4 trade fa ir 5 board meeting

Number of .... ..... .

a A group of hote liers w ho want to listen to a formal talk on
2 Type of conference • board meeting
management techniques from a specialist speaker. D · 5aJes
b Travel agents going to see promotions from tour operators • training
and tourist boards in order to find new packages and 3 ..... .... of stay
venues for the ir clients. o 4 .. ....... ofyear
c An internationa l group of tour operators meeting to discuss 5 Transport requirements:
global prob lems. 0 • air connections
• rail connections
d Hote l staff need ing practica l know -how to improve the ir • road connections: .......... facilities
work techniques. 0 6 ......................
e The directors of a company going to the ir month ly decision - 7 The conference
mak ing meeting. D room layout • style
• with
· style
2 Use the words in the box to complete the gaps in this Room t ype • ... rooms
brochure extract:
equipment •
•
sound-proofed audio-visua l closed-circuit •
acoustics exh ibition delegates 8 Refreshm ents in/outside
auditorium synd icate
9 ............. reqUirements
• private dining
• public restaurant • buffet service
The Rege nt Confereo(t' Cf-nnc can accommodate 700 (a) ...
• formal dinner
The main (b) .. . ha(' for )00, although it can be
•
divid ed ioto smaller by using specially designed (c)
10 Accommodation • VIPs
part ition s. Th ere is a lOO-sea t lecture theatce, which has excel/ent •
(d). . .. It can be li nked via (e) .. telev isions to the f e ll
11 .............................
. • Sightseeing
(f) . .. room s (idtal for sma ller meetings) , all of which h,we • sports
high-quality (g) .. . .. equipment. Finally, there is an (h) .
• pub visit
• discolcasino
lull to displ ay advertising mate rial, products, plans and modds .

Writing 2
You wor k as an incentive travel consultant for a large
internat iona l company.
Using Fiona Stanton's checklist from Listening, write a set
of instruct ions for a new trainee .

Reading
Women Business Travellers
Unfort unately, not all business travellers are satisfied with the services t hey receive.
Read the article (below and overleaf) abo ut women business travellers.
Sentence s A-E have been removed fro m th e text. Matc h them to the correct boxes.
A Yet wh ile SCCU!'ity is considered
B Vanessa CottO!!. another frequent. bUsiness
importam by women business
t.ravellers. few actually appear
to be so concerned as to do
anylhing about it.
D The Forte Cresl, chain has
[or some years adopted "
high-profile approach. with a
proportion or r.ar.h hotel's
rooms fitted oub as Lady
Cresl rooms.
Box 1
Woman Aware has been lau nched by hotel
rescl'vations agency EXIJott:1 to find out
which are t.he best and worst hotels for
women travellers. Expot.('.1 claims thaI,
women cxceu(.ives already account for
some 35 pCI' cent. of all business travellcrs,
and believes thaL by the Wrn o[ the century
t.his [igurc will rise to about 50 per cent.. In
America, some estimates suggcst that this
level has already been reached. Hritish
airlines. howevcr. put the figure much
lower - about one in every fivc busincss-
class passengers is a woman traveller.
tile)' repol't,
The Woman Aware scheme - which
involves filling out an appraisal form of each
hOlei - grew OOL of a ::iUl'W)' of GOO frequent
women tr'avellers. aiming lo discover how
t,hey felL they wer'e 1.1'eatecl in hotels. It
concluded that about three-quarter» wOI'e
u'nhappy with the security tlwar'p,ness of
hOLCI stuff, Hnd, in p<.u'Ucul,rr, thouglllillore
could be (lone w conceal r'Oom numbers
when checking in. About 57 per cent
Iweferred to have room service delivered by
a woman, especiallylate at.
I Box 2 I
A recent Hyatt International hotels SliNey
of about 300 women bu:: ; iness guest.s found
that few requested a room near a lift or
enquired whether the rooms had a chain or
spyhole. None saw t.he ne.ed for women-
only parking ar'cas, and few apparently
noticed if their 1'00111 key had the !lumber
on it..
Hotels. in facL. have a ra t.her
who is managingdirector of the Event
OrganiRalion conference company, says the
secreL is to take (;on! rol. especially when
entertaining business
E Every time business traveller Piona Driscoll
a hotel from now on, she will have Ihe opportunity 1.0
get her own back for any lapses of service and.
especially. any bias against her as a woman guest,
as she is one of the first to sign up tor a new scheme
aimed at giving a bett.cr dea I ror women bUSiness
t.ra\'cll('.r 8.
ambivalent aLUi.ude t.owards women
executivesand how they should be treated.
Some, such as the Hilton Na tional and
Sheraton chains, believe thel'c is 110 need
for positive discri mination in favour' of
women other Lhan ensuring lhat starr arc
t.rained 1.0 lake securit.y pr'ccaul.ions. Their
policy is to [·reaL all guests - men and
women - the same: lO do otherwise. t·hey
argue, would be patronising. "The key
issue is security rather I.han pink frills and
gimmicks.- Hilton.
These typically have an iron and ironing
board, spyhole and deadlock on the door,
special clot.hes hangrl'S, women's
and a basket, of fresh fruiL.
Decor is lighter than that foun(1 in a
slandanlroom. iVlcn arc not excluded from
booking roorns Wid. in facL oft.en
r'equesL them because of their addU ional
faciliti es and lightel' Bt.lnosphet'e.
lI oliday Inn is somewhere between Um
twO extremes: it rloe.s lJot have special
room facilities ror women. bul has
developed its Ten Absolute Standards
aimed at making women more wclcomc.
These include always offcring assistance
with luggage, serving \vomen promptl)1 in
bars and restaurants. providing a choice of
I.Hbles, and offering a choicc of room
location.
Box 4
A survey hy Ramada hotels found that
about. no !JOI' cenL of :;olu womrll travelters
pl'cft.:J' to calt room service I'ather I.han Gat.
C9 Busi ness Travel
C Probably Ihe biggest irritation
women executives nnd when
t.r<lVcIHng on business is the
hOlel restaurant..
in
alone in a reSt.auranl.. Hyatt acknowledges
t.his hy trying to jll'ovide more imaginat.ivc
and lighler meals on its room service
menus. "We also rccognise lhc need for
two tablcs in the room - one ror eating and
one for working. as husinesswomen spend
mope time in the says John Wallis.
HyatL's vice-president. for markellng.
However, 1I0t all womr.n nnd
restauranloS inJimidaJing. Pamela Carvell.
a form..' dir eclor of Ihe PeriQuiW
group and now a hotel Gonsulrant. says
that. "thc more experienced you are wilh
Slaying in hotels. I.he easier it brcomes
knowing how 10 deal wi l.h hOlel
restauranl.s". She says Lhal gradually she
has learned to spend more time eal·jng in
hotel restaurants rather than in her rOOlll.
I Box 5 I
"I plan my campaign in advance,H she says.
"I get. to the rest,aul'anL early to check out
the table and seL up fI klb from the !Jar and
makn sure lhe mait·re d' and staff know
t.hal l am host and not. hostess. Then I
make sure I'm sitting cornforl.ably. wit.h a
dl'ink, before my guests arrive.-
Some hotcls have tried introducing I·he
American concept of a "captain's
where single women {::uest.s (and men, too)
(line lDgelhcr, allhough there seems littl e
enthusiasm ror thiS. Similarly. women-only
hotels in London aimed at lhe woman
business I r'm'ellel' tlHve failed 10 make
much
Par t or the prohlcm women executives
find in hotels may he owing 1,0 the
relatively few women geneml managers.
(adapted [I'om The Sunda'y 11m"s)
77
2 Answer these questions about the article:
a W ho are dissatisfied?
b What are their main concerns?
c How do the different hotel chains respond to them?
d What aspect of hotel hospitality do they find most annoying?
e How does Vanessa Cotton cope wit h entertaining male guests?
What new ventures have proved unpopular?

3 Choose a title for the article from the box:

Rooms for Improvement

Travelling Alone
Problems in Hotels
 Review 3
Units 11-15

Language Review
11 Hotel Facilities
at the grid, then fill in the correct heading s for each column.
uSing the words from the box below.

determin er

the girl
bea utiful young f air Swedish plastic hand-made pots
two large slim
his old red Venet ian leather shoes

origiirn' <shh.apn,e_
size material compound colour

2 Decide if these sentences are correct or incorrect. Correct the sentences that are' wrong
a The two shopp ing colourfu l baskets were hanging outs ide the craft small sh .
b The dynamic you ng walked into the en·suit e luxurious
many rare trop ical plants on t heir long arduous hike t hrough the jun gle
The ortuguese att ractive maid brought three crystal large fru it bowls into the room .
e ere was a French large Impressionist painting in the executive new suite. .

12 Selecting Locations
Complet e the gaps in this extract using suitable words.
you will be able to leave them with carers in
canal s and the occasional cobbled street. an area equipped with c.om.puters, crayons,
here are many advantages to staging an
T event such as
Among the highlig hts are the A.mclienborg
year's cultural capita l
Europe exhibition in Copenhagen.
palace ; the imposing Christianborg comple.x
and the seventeenth -century sailor's church,
paper, a dining room, and a just-for -fun
upside-down room where furniture is fixed
................. it is a relatively small city, so onto the ceiling.
the Holmens Kirche. One thing you will notice as you visit the
many of the cultura l events will take
(I) ........ ...... .......... ................. not all
within a strikin g distance of the museums and galleries is the high quality of
Copenhagen is steeped in history . Half an
a>db uspladsen (town hall square), noW a food , drink and se-rvice. a reflection of
hour fTom the centre of the town by train
p:des trianised area. standards genera lly in Denmark . They are
and bus the view swings into the twentieth
b) ....... ............... ........................ in expensive. (i) .................... .... two cups of
century. Beside the sea on reclaimed land is
Dmmark, bus and train services are efficient coffee and two cakes in cafeterias usually
the new £ 19 million museum of modem art.
_ clean . (c) ........... ............................... .. cost the equ ivalen t of £5-£6.
Nearby . culture is permeating the
Copenhagen card, which is very lj) ............ .............. they are even more
unlikeliest places. (g) ........ ................. at the
1E2SOnably priced. give.s unlimited travel expensive in the domed conservatory of the
harbour ninety-six containers from ninety-
ghout the city and a large area around Ny Carlsberg Glyptotek. one of
six countries, linked by walkways and stairs,
....................... permitting access to Copenhagen's most famous art galleries.
are being turned into an unusual venue for a
-=tt than sixty sights and museums.
huge internat ional contemporary art show. (adapted from The Sunday Times)
Ie) ....................... ...... .
(h) .......................... if you have children
.openhagen is a pretty city with an
who do not fancy going around exhibitions
ata:odance of eighteenth-century buildings , 79
 13 Things to Do 15 Business Travel
Fill in the blanks in these sentences. Use more than one word For each of the sentences below, write two more sentences
if you need to . There may be more than one possible answer. which both keep the original meaning. Use the words
a You are allowed to wo rk as a fore ign national on the given in capitals in each sentence. The first one has been
.......... ....... ...... that you have a green card. done for you .
b .... .......... you arrive after 8 p.m., you will need to ring the
a In all probab ilit y, most hotel s w ill soon have installed irons in
hot el be ll for assistance.
their rooms.
c .... you have a valid visa and the stipulated
SAFE. It'5 a 5afe bet that m05t hotel5 will 500n have
vaccinations, you wo n't be allowed entry.
installed irons in their rooms.
d If you wa nt to get around London cheapl y, you
LI KELIHOOD. ellery likelihood that moe:.t will
.. .. ... ..... buy a tra ve lcard.
e:.oon have ine:.t.alled irone:. in their roome:..
e If I'd known you knew the manager, I .................... you to
introduce me. b There's no way they'll allow him to trave l w ithout aticket.
As long as you book the tab le before you go, there CAN'T
........ a problem. IMPOSS IBLE
9 Entrance to the museum is free, .............. that you have a
student card. c It 's just possible we may be able to arrange the meeting for
h I wou ldn 't have gone to the station at 5 p.m ., tomorrow.

..... ............. ....... that the train wasn't arriving till 8 p.m. LUCKY
i We won't hold the room after 6 p.m., ... ... you let us POSS IBILlTY
know that you w ill be de layed.
d The chances are that the maitre d'h6tel wi ll hand the
If I ........................ my own private plane, I .
woman the bill.
my weekends flying around the wo rld.
SHOULD
POSSIBILITY
14 Marketing the Past e I doubt they'll want the large conference room w ith only six
Add the information in brackets to these sentences, making guests.
one sentence with a relative clause: HA RDLY
LITTLE
a The Pergamon mu seum is in Berlin . (Th e museum was
comp leted in 1930.) The plane must have landed by now.
BOUND
b Athena was the goddess of wa r. (Her father was Zeus.)
SURE
c Visitors to London can spend a day in the Tate Gallery. (The
Tate Gallery conta ins exhi bitions of modern art.)

d The British Museum hou ses the Rosetta Stone. (The British
Museum was completed in 1843 .)

e The gu ide gave the porter a generous tip. (The porter was a
student doing a holiday job.) *
Shade in your score:
2 Use these notes to write one sentence each time,
50
a The state of Goa/be/in western India/be/formerly a Well done! **
Portuguese colony.
*** 40
b Napo leon Bonaparte/born in 1769/educate in Paris at the
expense of Louis XV I.
Well tried! **
** 30
c Elizabeth I/be the second daughter of Henry VIII/become
Queen of England in 1558.
A good attempt.
but check your mistakes.
**
* 20
d Hampton Court/bu ild sixteenth century by Cardinal
Some revision needed.
Wolsey/give to King Henry Vl lilas a present.

e Rome/sa id to be/bu ild by Romulus and Remus/be on

Talk to your teacher. ** 10

80
banks/River Tiber. See your teacher now!
* o

Tapescripts
1 Types of Holiday
Listenin g 1
Interv iewer: You said that many Romans take more
than one holida y a year. Does that mean that you
are always busy?
Te: Well, not really. Romans consider certain times
of the year to be time for hol idays and leisure, and
othe rs for wo rk.
Interviewe r: So w hen do the y take th eir holidays?
Te: Of course, August is the trad itional holida y
period wh en most Italian firms dose. Then there's
the New Year and Easter when a lot of Italians take
.c..n extra holiday .
Interv iewer: And where do they go?
Te : It depends on th e tim e of year. You see, in
August the y are likely to have two t o thre e weeks so
they go to the States. or South America or Sardinia
Interv iewer : And are these sight seeing, cu ltu ral or
2:ctivity holidays?
Te; No, They are mainly beach holiday s, We Italians
e the sun, and by August we are also tired after a
bng year so we need a relaxing holiday, doing very
ittI e, so we tend to go the seaside, Of course when
?fople go to the States, to Florida or to Mexico, they
:nay decide to go on an excursion or t wo w hile they
are there, but basically they go to relax,
intelViewer: And at other times of the year?
TC: At Christmas and the New Year people either go
:0 the beach again or the y go skiing. If the y go
'ing, they are likely to go somewhere in Italy: to
::-Ie Alps or the Dolomites, But if they go to the
:reach they' ll go to the Maldives, th e Seychelles or
T.e Caribbean,
telViewer: ! always thought many Italians went to
;:DOdon, Whe n do they go there?
TC: They go on cultural or touring holidays at Easter
=.,-«1 they may take weekend city breaks throughout
:h? year. Paris, London and M adrid are very popular
:::5tinations,
Int erviewer: It sounds as if Italians are always on
-d'iday !
iC: No, not really, but we do like to take several
5'-ort holidays in the year with one long one in
.! _gust. Right now very few people wi ll take a
-o6day . In fact , at present, our only enquiries are for
-': lley moons, trips to Thailand, A ustralia and the
,Io!ldives
liste ning 2
So where do you send your clients?
-e: Well, t hose who go abroad go to the States;
::-.2.t's the most popular destinati on, or to the Orient,
= ',\exico and then to Europe, in that orde r. Paris is
::-=, most popular European destination . It accounts
2hout 60 per cent of European holidays, and then
=--:-es Great Britain and after that Prague.
..ervieyter : Prague ! Yes, it is becoming a ve ry
destination throughout Europe
- C: But that is because it is so very beaut iful.
--c¥ie'Jer, at this time of the year, the only bookings
taking is for honeymoon travel: to America
.:.-c the Far East
J;Z:!!rViewer: Where in particul ar in the Far East?
-::: To Thailand, Singapore, Bali and India mainly,
we are getting quite a few for Sri Lanka and
'.\zkfives. and some want to go to China or Hong
..:rg.
.=esvi ewer: And what do th ey do when they go so
C' Do they go for sightseeing?
Some sightseeing, yes, but also the beach. Until
the holiday maker w as content wit h just
-=c-.mng two weeks on the beach, but this is no
_ §.'Y so. Now they want not only the sea, but to
5Offiething, to appreciate the culture, the art and
to learn someth ing about th e way of
-n.2.t 's why the Orient is so popular because you
"ave a beach holiday and link it w ith an
or a tour of the area. So it is very usual for
JIe':7: E to have a seven-day tour followed by a
holiday.
W hat do you consider to be the most
-c;c that Sicilians now go to?
T C: Mexico without a doubt. You can find
everyth ing there: arls, colours, good people, good
places to have sun and very good food .
Interv iewer: For how long has Mex ico been popular?
TC: For a long time . I've worked here for nine years
now and it has always been popul ar. Howe ver, over
the last three years the demand has been growing
quite steadily.
2 A Career in Tourism
Listening 1
Kitty: I know you are all studying tourism - do you
know what you wan t to do yet?
Marina: I stud ied tou rism at college in Italy and I'd
like to wor k in some area of tourism, but at the
moment I'm still not quite sure w hich.
Anto ni o: We all are interested in tourism, but don't
know in w hich field we should look or how we
should go abou t get ting a job. Ho w did you start,
Kitty?
Kitty: We ll, I started by doing three years at college,
tr aini ng to be a ho t el manager. While there, I
wor ked part-tim e in a restaurant as a waitress and I
also did reception work. W hen I left college I was
very lucky because I' w as able to get a job as a
restaurant manager, i n a small hotel, so J started
fairly high up.
Marina : Is that what you did, Justine?
Justin e: No. You see, whe reas Kitty did her three
years ' training at college, what I did to get into
hotels was I started off as a part -time waitress in a
hotel, w hile I was going to high school. What you
need to do is sho w the initi at i ve, show the
enthusiasm, that you're interested in making hotels
your career - and in that way I went from waitr ess to
assistant restaurant manager to restaurant manager,
and then across to conferences, and I've finally
landed in sales no w, in th is hote l. So, as long as
you're showing initiativ e and are w illing to learn,
then you can get a long way in hotels. And I think
we 've got a long way to go, Kitty There's plenty of
room for us to go up.
Kitty: That's right.
3 Trends in Tourism
Listen ing
Igo r: The situation changed dramatically after
November 1989 w hich we called the Velvet
Revolution. Before then , in communist times, yo u
had the right by law to travel abroad. It was limited,
not politically but financially . You had the right to
apply once in three years for hard currenc y. And
once you received it you cou ld apply for a visa to
travel out of the Czech Republic. In theory everyone
could travel abroad once in every three years. but in
practice this was not the case for SO or 90 per cent
of the popu lation . It was impossible for the majority.
And then as soon as t he barbed w ir e came
down , here the situation was very similar to
Germany w hen the Berlin Wal l came do wn. W e
were free to travel. We no longer needed a visa.
Everyone had to go abroad ju st to prove that it was
true. So there we re queues on the fronti er. Everyo ne
went out of th e country in th e morning and came
back in the evening just to conv ince himself that he
could . It was a great sense of freedom.
And then people began t o w ant to travel out for
more than one day. O f course there had been travel
agencies before the revolution . But there had only
been two: the state travel agency and the
cooperative tra vel agency. Both had been state
owned and so the employees had been state
apPOi ntees. All trips had been arranged as group
travel. so you had to stay with your tou r leader. Now
all this changed. At the present time we have 3,000
tra ve l agencies. W e ha v e sw ung to the other
extreme. I think that market forces w ill reduce this
number quite quickly. But Czechs love to travel and
as the economy impro ves, so more are able to do so.
But again it's a matter of economics and market
forces. If I travel with my rail card to Paris it wil l cost
me two or three times more than if j go in a group
by coach. So most of the trips are coach trips. People
go to Paris by coach, stay a couple of nights in a
small budg et hotel and then return overnight. This is
the cheapest way of travel l in g at the moment,
especially w hen you realise that hotels wi ll give us 50
per cent reductions on the rack rate if we send
parties.
Now if we consider the other side of the coin.
You see, just as we wanted to travel abroad and see
the rest of Europe, so they now want to see w hat we
have to offe r, Of course, foreigners cou ld always
visit Prague, bu t with the cold war and the iron
curtain people weren't that interested. Now they are
eager to see what the y have been missing, and of
cou r se Pr ague is a beaut ifu l city. We have
monuments and buildin gs of almost every European
period . Although th e comm unists did li ttl e to
maintain the old, they did nothing to destroy it. At
f ir st we had a problem w it h the amount of
accommodation. We had one or two hotels and
quite a lot of worker s' and student accommodation.
And so we adapted and ref urbish ed th e wo rkers'
accommodation as fast as we could for these new
tourists. Many internat ion al chains bu ilt new top
class hotels and very quickly we have achieved
enough accommodation to house the numbers w ho
wan t to come. In the peak seasons - on a few
weekends - we are short, it is true, but most of the
time we have sufficient capacity.
4 Where People Go
Liste ning 1
Off icial: It's no t always a case of w ho comes in large
numbers as ho w much they spend . The biggest
spenders are still the Americans with £1,486 million .
Student: I suppose that the Japanese come a dose
second?
Off icial: No, not at all, in fact they're way down at
number 7.
Student: So where do the big spenders come from?
O fficial: Europe. Germany is at numb er 2 wi th £635
million, w ith Ireland at number 3 with £424 millio n
and France at 4 and Italy at 5 close on thei r heels.
Student: So Britain is still popular with Europeans?
Offic ial: Yes, of course
Student: And how much do th e Japanese spend?
Off icial: A mere £288 million, coming well below the
Australians at number 6 with £344 million and just
above the Spanish at number 8 with £286. You see .
Speak ing
a The bo x office is open daily from Monday to
Saturday from 10 a.m. to 10 p.m. The telephon e
number is 0171 304 4000
b Hampton Court had 543, 061 visitors this year,
wh ich is a decrease of 6 per cent on last year.
c There are 2.335 Deut schmarks to the pound
sterling.
d Twenty-fi ve pounds times 2.335 Deutschmarks is
58.375 less 2 per cent comm ission.
2 per cent of 58 .375 is 1.167 Deutschmarks.
58.375 minus 1.167 equals 57.208 Deutschmarks.
List ening 2
Interv iewe r: Where do most of your tourists come
from?
Signor Pacini : Well, a high percentage are Italians,
and then other Europeans in the main. And now we
are getting a steady stream of tourists from the
States, and from Japan.
Interv iewer: And w hat do they do when they come?
Signor Pacini: Th e Italians mostly wa nt to be able to
enjoy the sun and the sea. Though of course, ther e
are many other reasons why Sicily is so popular both
wit h Italians and foreigners
Interv iewer: Such as?
Signo r Pacini : T here's the fad tha t we have here
examples of almost ellery period of Mediterranean
culture, from the Greek period right through to the
present day, w hich puts Sicily firmly on the map of
the cultural and archaeological itine rar ies. Then
there's the geogr aphy and geology, the terrain and
the flowers and wild life.
Interv iewer: What, in particu lar?
Signor Pacini : Well, for example, there's Etna w ith its
still active volcano surrounded of course by its own
nationa l park. But we have such a diversity of
geologica l formations and also of climatic changes
that each area is entirely diffe rent. It's an amazingly
beautiful and varied landscape for the ecotourist.
Interviewer: Mm. Er. .. and so they come for a w ide
variety of reasons. But are their demands the same 81
as, say. they were five years ago?
 Signor Pacini: To a certain degree. yes. They want to
enjoy our cultural heritage, to enjoy our cuisine, to
appreciate th e countryside, to spend some time on
our glorious beaches, though they are now far more
activ ity conscious and more interested in \lisiting
areas that are not established But
they also want better services. In particu lar they
demand, and q uit e rig h tly so, better
accommodation, And we feel that all this is \lery
important. We are now part of a European
Community project to look at ways of de\leloping
and promoting sustainable tourism in the south of
Italy. In th is project we w ill be de\lcloping criteria to
rate hotels unifo rmly, looking at the transport
infrastructure, considering the main tourism cultu ral
itineraries, and looking at the protected areas so we
can produce strategies to develop their potential. to
promote them intemationally and to maintain our
regional, cultural way of life. We need tourism. It is
our chief employer - but it must be sustainable.
5 Travel Agents
Listening 1
Carl a: Good afternoon. Skyways Hol idays. Carla
speaking. How can I help you?
Mrs Pinott i: I'd like to book a hotel in Frascati for
myself and my husband for a few days.
Carla: Do you know when you'd like to go?
Mrs Pinott i: Yes. During the wine-mak ing season, in
October. Er ... just for three nights, the 18th to the
20th October.
Carla: Can you tell me the type of hotel you require?
M rs Pinotti: Yes, A good comfo rtable hotel w ith
private facilities.
Carla: So you'd like a double room with en-suite
bath or shower?
Mrs Pinotti : A double with a shower.
Carla: We ha\le two in the brochure. The Belvedere
in the centre and the Toscana on the outskirts .
Which would you prefer?
M rs Pinotti: The one in the centre.
Carla: So, the Belvedere costs IL100.000 a night for
a double room with shower. Is that alright?
Mrs Pinotti: Yes, fine. Can you book that one for me
please?
Carla: Certainly. And how will you be paying?
Mrs Pinotti : By American E)(press.
Carla: Right And will you reqUire transport?
Mrs Pinotti: No. thank you. We'lI be driving .
Listening 2
Sales executive: All sales are made through the sales
conversation. Now this is different from an ordinary
social conve rsation because it has an objective. an
aim, which is to sell the product. and so must follow a
set patt er n w hich always includes the same four
elements in this order. These are rapport, questioning,
presentation and commitment
Rapport is the relationship w hich is built up with
the customers. They must feel at ease in the sales
environment and confident that the enquiry will be
dealt with properly and in an appropriate manner. Of
course, rapport must be maintained throughou t your
dealings with the customers, right through the sale
and into any subsequent dealings. However, it must
be establishedbefore questioning can take place.
Why do we need to quest i on the client? We
need to establish the client's needs. We cannot sell a
holiday if we do not know what t ype of holiday they
want. Somet im es a client will vo lunte er this
information themselves, especially when they have
already made their choice, have chosen the product
they wish to purchase. But in a real sale your first
task is to find out e)(actly what they are looking for
and the best way to do this is to question effectively.
Before we go on to presentation. let us consider
what good or effective questioning skills are. There are
two types of questions: open and closed questions. The
closed question is the one that invites a no or yes
response. An open question is one that cannot be
answered with no or yes. For instance: "Do you want a
single room?" is a closed question. whereas
kind of room would you liker is an open question.
There are times when you will need to use closed
questions, espeCially when you are checking
infonnation, but in the beginning you will find open
82 questions much more effective. It forces the respondent
to give more information, to e)(plain more fully what
they require. In this way you are able to elicit what they
really want to buy. An open question always begins
with one of the seven W words - so-called because
they all contain the letter W; when, where, who, how,
which, what and why.
So what do you need to know in order to be able
to sell your product ? Well, you need to be able to
establish what their material and human needs are.
You'll disco\ler the material needs by asking such
questions as "Who will be travelling?". long
for?". "When do you want to go?" Human needs
are catered for with "what" questions: "What sort
of holiday do you wa nt?", are your
hobbies?" Human needs as well as material needs
must be part of your investig at ion before you
suggest a hOliday. Otherwise you will not have the
whole picture and w ill not be able to make a sensible
suggestion.
You must also establish t he client's priorities.
Everyone considers one part of their travel
requirement to be the most important. These fall into
four main types. People and their requirements: for
instance. er .... if it's a family travelling, perhaps they
require interconnec ting rooms. Then there's place,
the destination may be of paramount importanc e.
Thirdly , there's the price. For some clients this
governs their choice of destination and date. And
lastly there's the period. Most people are restricted in
some way in the dates when they can travel.
Concerning price: of course it is often difficult to
talk about money. But everyone tries to keep within
a budg et and wants to feel that they are getting
value for money . It's unwise to guess from a
person's appearance their financial standing, So
w hat should you ask? Questions such as "What type
of accommodation are you looking for?" and "What
price range do you have in mind?"
You will not need to ask the question "w hy"
unless you feel that it is necessary to persuade the
client to change their views as to the suitability of a
resort or holiday.
6 Tour Operators
List enin g 1
Marianne: Can we begin by ta lking a little about the
market in general? Can you explain what is really
happening?
M i ke: Yes, of cou rse. There's been a l ot of
speculation this season and that's because the British
pub lic's holiday -buying patterns have changed.
They're more sophisticated in their choices, they
make them later and later. So tour operators have to
decide whether to stick to their brochure prices or to
discount.
Marianne: So what are they doing this year? In May
we heard that there was likely to be a price war and
that we should wait before buying our hOlidays as
prices wou ld plummet. However, this doesn't seem
to have happened yet and we are already into July.
Mi ke: True. In May and June there were a couple of
weeks of highly selecti\le discounting to try to boost
sales at a time when there was talk th at about 3
million package holidays were going to be sold off at
half price. At the time, the early indications showed
there was unlikely to be the 5 per cent capacity
growth predicted at the beginning of the year. But
now. there are some w ho privately admit that sales
may well be 2 per cent below last year's 9.5 million
figure. However in the main, the operators are
refUSing to panic and are hoping t ha t heavy
discounting won't be necessary.
Now that we're into July it' s easier to see how
Sdles will fare. You see it's more or less agreed that
an estimated 2.2 million package holidays remain
unsold for the remainder of the season. Almost all of
them will be sold, but operators may ha\le to
squeeze margin s to cut prices we ll below the
brochure rates. How far depends on how keen we
Britons are to part with our money. An estimated ..
er ... 35 per cent of famil ies now buy package
holidays and since the price wars of ten years ago
many families ha\lc become used to late booking.
So the operators ha\le a choice between sitting
tight, discounting or reducing capacity. The last is
difficult at this late stage so I do think we will see
some discounting, but none of the operators want to
get into cutting prices down to Silly rates. TheY're
also reluctant to admit that there are still a lot of
holidays for sale. because that would encourage the
public to hang on as long as possible.
Marianne: Then we should wait as long as possible
before buying our foreign holidays. What about
holding on to our shares?
M ike: Weil l wouldn't sell at the present, nor would I
buy. I'd wait and see. Before we talk about the stock
market let me outline some long er term
considerations,
First, you must remember that last year the City
considered the early launch of brochures a mistake.
as it meant that travel agents were trying to sell thi s
year's holidays to people who hadn't yet taken last's.
Secondly, the industry is also worried that
overseas hoteliers may push up next year's prices. At
present, the cost of accommodation is rising at three
times the level of our inflation. Soon the industry is
going to be forced to pass on this increase to the
consumer.
So. it woul d appear that now the first priority is
going to be cost and not service; that the market
leaders next year will be those who can produce the
cheapest holidays.
Maria nn e: And who is this likely to be?
Mike: Well. as I said, I'd hold on for the moment.
We must take into account that about 70 per cent of
this market belongs to the three big operators. If we
look at how their shares are faring at the moment on
the open market.
7 Promoting a Destination
Listenin g
Bill Morri son: The British, you see. regard Ireland
almost as their backyard, but on the other hand as a
fo reign country. For them we are ne ither an
international nor a domestic destination.
Geographically, we are \lery close so irs only a short
hop to get here. And, as a result, the British often
come for weekend breaks or e\len for the day. We
also share a common langua ge, and culture and
history. People know the system, they feel confident.
so if they come for longer periods of time, they are
more likely to choose self-catering holidays or take a
self-drive trip. For the most part they are independent
travellers. Many come so they can enjoy or follow
their favour ite hobby. Angling and golfing holidays
are very popular, with the number of golfing holidays
growing. You know we have some of the fines t
greens in Europe and they are relative ly cheap
compared to other places. Cycling is also growing in
popularity . It· s now considered a very healthy
occupation. and of course it's become very upmarket.
Then again, Ireland is becoming a popular destination
for the office outing. Pre\liouslycompanies would take
a day trip to the seaside, now they take a weekend
break. more and more often to Ireland
Interviewer : And the Germans?
Bill Morr ison: They have a very different impression
of Ireland. Irs a misty, romantic isle on the edge of
the world. They come to find a way of life that they
belie ve no longer e)(ists in Germany: the quiet,
peaceful village life of 100 years ago or more.
So they come mainly to the West Coast, to the
unspoilt landscape. They want to see the way of life, to
meet the people. They'lI come on coach tours. but
unlike the British. who'll take a tour only to appredate
the scenery, they'll come on a study tour , an
archaeologicaltour, an Irish music tour. so that they can
learn about the life, the history, while th ey see th e
countryside. Even though there are many direct flights
from Germany, they tend to come for an average of ten
days - transport costs being the major reason. like the
British, they come for outdoor pursuits: walking, cycling
and cruising. Cruising on inland waterways is very
popular. And alxwe all, they enjoy discoveringthe small
villages. the village life around the pub with Irish music,
Intel'lliewer: And are they independent travellers or
do they come with a group?
Bill Morrison: The German travel trade is far more
structured than the British. You'll find th at even
those who come singly, as a famil y group, have
prepaid and prearranged almost everything at home
in the travel agents' before they left . Many arc on -
let's cal! it a tailored holiday package
Interviewer: And so how do you market Ireland?

Bill Morrison: Both in Britain and Germany target
the top end of the market. The majority of Germans
who come are English speakers. This tends to mean
that they belong to the professional classes: A, Band
C1 categories. So all our media publicity is aimed at
them. We advertise in those journals and specialist
magazines that they are likely to read. We promote
Irish holidays at those travel fairs where we feel there
is an interest, where we want to develop that
interest. So we'll have a stand at the Munich CBR,
that's the caravan and boat consumer market , the
Hamburg holiday fair, Cologne's coach operator s'
fair and Dusseldorf's boat show for instan ce, but we
won't be represented at the Equestr ian fair in
Hamburg i n April. though we will be at the
Badminton Horse Trials as there is a British market
for horse-riding holidays in Ireland . And of course in
England and Scotland we have a stand and promote
golfing holidays at the major golfing tournam ents.
We go to the angling and game fairs as well as
attending the majo r trade fai rs such as the World
Travel Market fair in London in November. This year
there'll be seven travel programme seriC5 on British
television, and we'll be featured in every one. But we
are promoting I reland to the top sector of the
holiday market - to the As and Bs - so again we
advertise in the specialtst journa ls, the glossy
upmarket magazines, the quality papers. But not all
ou r pub li city is paid publicity, for instance the
telev ision programmes , We also receive publicity
when journalists include Irish holidays in their travel
sections. So every year we help journa liSts to travel
.:round Irel and . This year we'll assist 300 British
JOUrnalists and about 80 to 90 German journal ists.
Interviewer : So what aspects of Ireland do you stress
in your advertising?
Bill Morrison: Both in Germany and England we
emphasise those aspects that appeal to the public ,
- 0 the Germans we market our romantic castles, th e
" isty green landscape, the fairy-tale image. To both
stress the personal side of Ireland, village life , the
S/IO .'I relaxed pace of life, the human in terest . We
J;.SO promote the fashionability of Ireland: the fact
Ireland is a favourite hideaway retreat for film
that Ireland is a healthy place to come to -
--esh air, the simple life, healthy activitjes_ The British
zre interC5ted in the Irish fjlm industry. They're
as£) attracted to the gotf, to the food - good, fresh
I"'.g'edients simply cooked, to the good living .
8 Responsible Tourism
Usre ning
iaah: So Bob, what was this holiday of yours like?
icb: The trip started in San Jose in Costa Rica, wh ere
all met before setting off,
iaah: Er ... but J thought San Jose was inland, miles
coast.
J,;:b: Yes, that's right, but it has an international
c.-:JOrt and most people come from the USA and
Z..E.da.
iaRh : So these kinds of holidays appeal mostly to
'o:h Americans?
Jdr. Yes, at the moment. Anyway we all checked in
:a<: met our guid es and did some shopping . But it
'25 2. nightmare .
iirah: What do you mean?
leO:: Well, these ecologically-minded tourists are
about what everything is made from . 1
-:.-:ed to buy a crocodil e bag for my wife, but
_ ::: I ? Here the country is swarming wit h
:-:odiI es but is there really a surplus? Eventually the
thi ng I bought was a water canteen since I'd
to pack one . But it was a leather one. So I
...:z if I knew where the leather came from . I
"E :::tld it must have come from a white-lipped
:;IE'! - / ' an endangered species.
s.a.: Did it?
.'Iho knows! But it certain ly made shopping
....-.::.-:.. We then set off in coaches to the PaCific, to
_aldera, where our boat was moored. It was
aae- =- small boat so that it could come in close to
:-ore to enable us to land, but it was very
_'--2ble, with all modern comforts. And there
-e>; the crew whose Job it was to sail down the
:0 P.:narna and through the canal, stopping off
aro....'S coves and islands where we could explore.
_.os to say, none of us were very fit and we
needed great help in getting into and out of the
dinghie. , aside from help in traversing jungl e paths,
and this the crew did.
Saran: Er ... hang on. Help? Jungles?
Bob: Yes. You see, w hat everyone in th e trip had in
common was a desire to go on ecologicaHy- sound
holidays
Sarah: Yes. So?
Bob: WeI!, most of the group were, how shall I put
it , balding and o v erweight? Even disabled
partiCipants come on these trips and go on the jungle
treks.
Saran: But this is a cruiseI
Bob: Sure. But every day we would come in shore to
some part of the jungle that was inaccessible from
landside_ It was rare for anyone to miss one of these
walks.
Sarah: And were they easy?
Bob: No, not really. The idea was to try to spot as
much of the fauna and flora as possible. Many
people did see lots of birds but I found that I missed
most of them. The idea of the trip was to see as
much of the unspoilt environment as possible wh ile
at the same time remaining as ecologjcaJly--sound as
possible.
Sarah: How could you?
Bob: Well, in particular on th e boat they cleaned the
sewage before emptying it into the sea, they did not
dump fuel, our garbage apart from the cans was
bumt. So J suppose we were doing our bit to save and
protect the environment. It certainly satisfied the
others.
Sarah: So an ecological tourist requires comfortable
lodgings, a green environment and a chance to see
unspoilt nature. Wha t about teaming anyth ing about
the local cultures?
Bob: We met two groups of Amerindians. First, the
Choco tribe in the Darien jungle , The men make music
whi le the women sell. They carve beautifully in
rosewood and make imaginative little omaments and
earrings from ivory nut. as well ,__ as well as making
the most fantastic baskets, Later we met the Cuna on
Acuatupu_ Th ese people make the mos t brilliant
clothes called molas , They also do a great trade in
having their photos taken.
Sarah: And they liked this?
Bob: Loved it. Thought how authentic and natural it
all was.
Sarah: So do you think it wou ld be worth our going
in for this sort of package?
Bob: We wo uld have to appeal to a very small and
specific market. To do this we would have to be sure
of.
9 Transport
L i stenin g
Dominic: How do you plan the summer programme
for the world's largest charter airline?
Terry: We get goi ng on the programme eighteen
months in advance. The initial parameters are first
set in d iscussions between us, the airline, and
Thomson, who are both our owners and principal
customer. These parameters lay down the amount of
flying time Thom son requires, the size of our fleet for
the season and its level of use. Once we have them
we can get on with organising the details.
Dom inic : So you begin with a blank piece of paper?
Terry: No, not at all. Ideally we would repeat last
season's programmes, making a few changes where
we had come across problems. But of course it's not
that easy. There are many issues that influence our
decisions.
Dominic : What do you mean?
Terr y: We ll , for a start I have to talk to my
counterpart at Thomson several times a day to check
on their commercial needs - such as chan ges in
demand from different airports, the timing of the
summer brochure launches, I also have to take into
account ou r profitability targets, maintenance
requir ements, and the efficient use of th e aircraft
and the ir crews. Then there are the constraints
imposed from outside. We have to negotiate slots at
each airport across the world - some 24,000 slots in
a twenty-six week summer programme - and we
have to contend with airport operatin g hours and
noise restrictions.
Domi nic: So how do you do all this?
Tapescripts
Terry: Well, we record all this information on what
we call our core computer system.
Dominic : So when you've done all that. you're ready
for the brochu re launch?
Terry: Far from it. First we run a feasibility study - to
make sure that the aircraft is not being used twice
and that it's flying to an airport whe re we have slots.
At the same time management is running a
profitability study. We'll have several alternative
plans which have all been looked at in this way
before the run-up to the brochure launch.
Dominic : So how do you choose which plan to use?
Terry: Of course a decision has to be made, but even
after we've made up our minds we have to be
prepared to make changes right up to the la st
minute, because in order to put this plan into
practice we have to have lengthy negotiat ions with
airports and other airlines via the international SITA
aviation netwo r k. We have a certain number of
historic slots at airports . If we need more then we
ask for w hatever we require,
Domini c: So that's it then?
Terry: No - by no means, We go to the International
Slots Allocation conference where there is a week of
frenetic horse-trading. Naturally we tak e our core
system work-sta tion with us so we can work out any
changes. And we take a systems person w ith us, just
in case the computer crashes. So after that we have
our sched ules for the sum m er and the tour
operator's brochures can go to print .
Dominic: It all seems very complicated.
Terry: Yes, but the computer has si mplified and
speeded up the process greatly, It's not only more
efficient in our direct costs, but also in overall costs
to the airline. And it allows us to see what the key
factors are that affect the plan,
10 Customer Relations
Speech work
1
Chri s: Well, we booked a holiday in an apartment in
Sa Punta that was described as ideal for those
seek i ng a quiet er re laxing h ol iday. But it was
anyth ing but quiet. The noise was deafening . We'd
asked for an apartment with a sea view but were
given one with a view of the courtyard, overlooking
the swimming pool and bar, The children needed to
sleep at night but they we re kept awake by the
noise, It was dreadful.
David: Did you write and ask for compensat ion?
Chris: Of cour se we did. We asked for £600 but
they only offered a mere £100 ,
L i stenin g
Peter Garfiel d: Let's consider some of the ways that
we can persuade the general public to have
confidence in us and to use our services.
Let's look first at staff appearance. It is importan t
that all staff are well-groomed ; that your hair is neat
and tidy, shoes clean and we l l-polished, your
uniform pressed. If you look pleasant and
profeSSional, people wi ll be far more w illing to
approach you and ask for help . Many customers
decide to come in on the off-chance because they
have looked in the window and are impressed by
what they have seen inside the shop.
Once they do approach you the way you react is
also very important. It is not necessarily wha t you
say but how you look, it's w hat we call your body
language . Our facial expressions, the way we use
our hands, our body to convey what we really feel.
So try to maintain good eye contact with your client.
This shows that you are listening. If you look away
they will think you are no longer paying attention to
them . Lean forward a littl e as this also shows you are
concentrating on what is being said. Do not lean
back as this shows you are uninterested. And try not
to fidget as this can be very irritating .
However, wh en a customer first walks into the
agency give him some personal space . By that I
mean, do not rush up to him the moment he walks
in, but give him ti me to browse before you approach
and ask if you can be of help, Then give him your
full attention.
In order for him to feel that you and the firm are
efficient and reliable, listen carefully, and if possible
take notes so you can refe r back to them later. 83
 Maintain a professional manner throughout; that is,
remember that everything that the client tells you is
in confidence. Never talk about one client in front of
others. He also expects you to be loyal to yo ur
company. So never blame anyone else for an error.
Always give accurateinfOfmation. If you are not sure
of any of your facts, check them! Don't be afraid to
admit you don' t know something but show that you
are able to find out what is required. If you promise
to find information , give it to the client at a later
date, having told him when you intend to do so. And
above all, remember that a client will remember the
person, or the company, that not only does a good
job, but who does something more than expected.
11 Hotel Facilities
Listening
Interviewer: Looking at this brochure, I see that you
only opened two weeks ago, and yet this building is
surely older than that?
l eo: Yes, there has been a hotel here for many years.
Since 1927 in fact. This hotel was built in 1927 and
at that time was known as the Hotel Steiner. It was a
magnificent hotel - the greatest hotel in Prague. It
was here that government ministers. Prague society
came to wine and dine . Then in 1948 it was
nationalised. It was returned to private ownership in
1990. And then, last year in cooperation wit h Austria
Hotels, it was totally refur bished within eleven
months - something we are very proud of, for we
feel that this is something of a record for Europe and
in particular for Prague. It is now part of the Austria
Hotels chain, and is in fact the first hotel in the chain
to be outside of Austria.
Interviewer: How would you describe your hotel?
Leo: We are a lU XUry hotel for indiv iduals and a
business hotel.
Interviewer: What facilities are there for guests?
leo: In our banqueting suite, which before 1948 was
the finest ballroom in Europe, we will hold
conferences and we can partition it for seminars and
small group meetings. We have seventy-eight rooms
- all air-conditioned, with fax, TV, etc." 146
beds, seventy covers in the restaurant, thirty-six in
the coffee shop, and 110 in the ballroom.
Interviewer: And wha t is your ratio of staff to
gue-sts?
Leo: At present we are not full, so we do not have
our full quota of staff. So we only have fifty staff at
present.
Interviewer: And are the majority Czech or Austrian?
Leo: We are all Czech, apart from our executive
manager who deals with marketing. We do not have
too many senior staff as we wish to keep ou r
overheads low. At present there is myself, the general
manager, and I also have an assistant manager. We
will train local staff and employ people who speak
languages:German, English, French.
Interviewer: How are you obtaining your bookings?
l eo: We're part of the Austria Hotels chain so we
use their central reservations service. We are on-line
with SRS - Steigenberger and Utell, marketing our
hotel wo rldwide. Of course we are ideally located
here in Prague - on the very edge of the
pedestrianised cent re. You can visit the whole of
Prague f rom here on foot; you don't need any
transport. So we should appeal to our market. Our
staff all speak several languages. The hotel is being
well-marketed. In fact, even th ough we have only
just opened - our official opening is not until next
month - our occupancy rates are very good . You
know, we wanted to open on the 1st of October.
On t he 30 th of Septem ber we finished all ou r
preparations, and in the evening we all sat down
together to survey everyt hi ng, to relax, and at
midnight two people walked in off the street and
asked if we we re open, if they couid stay. And so we
said, yes of course ! We started in the most
wonderful, memorable way.
Intervi ewer: And where do your guests come from?
Leo: Er .. we have a very good mix: from Europe,
the USA and the Far East..
Interviewe r: So wil l your cui sine be European,
Austrian, Czech, International?
leo: Most people when they travel wish to taste the
local dishes. They want something different from
84
what they eat at home. So th e cuisine is definitely
Czech. We have an excellen t chef and everyone
seems very satisfied.
Int erviewer: And what will you be doing for your
Grand Opening?
l eo: Ah yes, well everyone is coming, people from
Prague, famous people, compa ny director s, city
officials ...
12 Selecting Locations
Listenin g
Interviewer: So, how do you go about setting up a
new visitor attraction or a new theme park outside
london?
John: Assuming you have the capital. you start by
deCiding what you want to do - what sort of theme
park. Then there is the question of scale. The park
must be large enough to attract sufficient visitors to
make a profit. This is more important than having a
wonderful location. If parks are too small they won't
make enough money. Building something of the
right size and scale is the first priorit y.
Once you have settled this, you start looking for
locations and you obviously look at several areas at
the same time. So, in each area you look at the size
of the resident population, at the size of the tourist
population, at the size of the pote nt ial group
population of the area. If you then wo rk out how
many of these people are likely to visit, then this will
give you the penetration rate.
Let me explain what I mean by these terms. The
resident population are those people who live within
a three-hour journey of the attraction. But you need
to use research in order to know how many of these
people are likely to use your attraction. Then, your
tourist population can be divided into domestic and
international tourists staying in hotels, or with family
within that three-hour radius. And then the potential
group population - which are people who come in
parties of 12 or more - comes from within these two
types and again this group can be divided into two
sets: the affinity group and the liner group.
Intervi ewer: The affin ity g ro up s and the line r
groups?
John: Yes, the affi nit y gro up is a group of people
who have someth ing in commo n. For instance a
school party, a group of scouts are affinity groups
whereas individuals who have taken a coach trip to
the attraction are liner groups. They've travelled on a
liner, on a coach, So we have to work out how many
of these we will get in our type of park. And this we
get from our knowledge of the product, of the area,
and our judgement of the situation. At this stage the
park could be base d on anything - this is an
accounting exerdse,
So the questions are: do we have a site in an area
where enough people will come; and is the site large
enough, is there a reasonable road infrastructure?
Although publiC transport is much talked about, for a
tneme park t he major i ty of people , 90 per cent,
come by road.
Next, if you're satisfied with these criteria, you
start negotiating to buy or lease the land, and no
do ub t you have sever al sites where you are
negotiating at the same tim e. Then you go ahead
with planning and designing your park.
Int erviewer: You' ve talked about the location in
respect to areas of population and of roads, but
what about natural beauty?
John: Natural beauty is an asset if the location is a
destination, but if the park is big enough and has the
surrounding population to feed it and support it you
can create the destina tion. If t he land around is
uninte resting, the park appears more luxuri ous.
Disney created Disneyland out of the swamps of
Orlando.
Interviewer: And how important is climate?
John: Oh, it makes very little diff erence. In fact, if
the weather is too hot people prefer to go to the
beach rather than a theme park. So whether the park
is in England, Spain or northern France makes little
differ ence . What makes the diffe rence i s the
penetration rates. In fact, hot weather is very bad for
city locations. People don't want to go inside if the
sun is shining.
Intervie wer : So are the cri ter ia d iffe rent w hen
looking at city attractions?
John: Yes, when looking at city shows the criteria are
slightly different ...
13 Things to Do
Speechwork
2
Camden Lock market is one of th e most popu lar
places to visit in London at the weekend. It is dose
to Camden High Street. which is a good place for
buying clothes, records and leather goods. The best
time to go is on Saturday or Sunday between 9 a.m.
and 6 p.m. The nearest underground station is
Camden Town.
Listening 1
Johans: Hello, can I help you?
Tourist: Yes please. r am here in Berlin for two days
and I would like to see the major sites. Can you give
me any ideas about what there is to see?
Johans: Oh yes, sure. But you can really only see the
major sites in two days because there is a lot to see in
Berlin. And I suggest you should have a look at the
Reichstag and at the Brandenburg Gate, which are
marked here on the map. Then from the cultural point
of view maybe you ought to have a look at Museum
Island whe re you'll f ind the fa mo us Pergamon
Museum. It has a collection of fine things from the
Middle East that Professor Schuman found.
Tourist: But is it open today?
Johans: Yes, it is open today. You can see the major
attractions inside the museum. The Reichstag though
is dosed, you can only have a look from the outside.
The exhibition is closed there.
Tourist: How do I get there from here?
Johans: Well, if I were you, I'd take t he bus that
st ops r ight outside our bu ilding. here . It's the
number 100 and it takes you to many of the sites in
the cent re of Berlin, to the Tiergarten area where
you can see the Victory Column with the golden
angel on top, the House of Culture, the old Congress
Hall, and then it goes to the Reichstag and the
Brandenburg Gate where it goes right through and
takes you to former east Berlin along the main street,
the Unter den Linden and to the Opera House,
and ends up at Alexanderplatz.
Tourist: Oh, that sounds very nice! And do I have to
get a special ticket?
Johans: You can get a single ticket on the bus. It
only costs 3 Marks 20 and is valid for two hours on
any route.
Tourist : But . er. I 'm he re until tomorrow
evening. Is there a ticket I can use for longer?
Johans: Ah , yes. In that case, you'd be better off
buyi ng a 24- hour ticket. It's only 12 Marks and you
can use it both on the underground and the buses of
course.
Tourist: And this evening, I'd like to go to a night
dub. Can you recommend one?
Johans: What kind of music do you like?
Tourist: Well, I am not that particular but I am not
really into.
Listenin g 2
Jenny McGee: The london Tourist Board operates
four Tourist Information Centres. These are situated
at the poin ts of ent ry, the pOints of arriva l into
Londo n . The busiest one is sit uat ed at Victoria
Station and there we deal with 2 million personal
enquir ies each year. Peopl e arrive the re via the
Gatwick Express from Gatwick Airport: they also
come from the coach station - so they've perhaps
come up through Europe on the coach. We've got
hundred s of thousands of commuters coming
through who are also tourists in our eyes; and also
we've got the boat tra ins com in g in from the
Continent as well.
Other centres are located at Heathrow Airport
for obvious reasons and Liverpool Street Station for
people arriving from Stansted Airport and from the
boat trains from Northern Europe via Harwich. And
t hen, fi nally, we have an off ice in Sel fridges
department store in central london. And then there
are centres that aren't operated by London Tourist
Board, but which are supported by London Tourist

Board, such as the one loca t ed at the new
Wat erloo Intemational Arrivals Complex . So the idea
is that when you come into London, wherever you
arrive, there should be a welcome service for you.
Therefore, it's important that the staff working in
those off ices are able to communicate in foreign
languages. Most of the independent travellers who
arrive who can't speak English come from Europe,
and they need people who can talk to them . So the
staff that we employ to work in these centres all
speak at least two European languages other than
English. The people w ho come from the rest of th e
wo rld are often visiting friends or relations in the
capital. so perhaps they don't need our services so
badly. However, we also employ people who speak
Chinese, Japanese and Indian languages. Hopefull y,
we can help anybody who comes through.
Communication skills are paramount, not on ly
fo reign languages bu t also the abil ity to t alk to
people and to be able to listen, so listening skills are
absol utely essent ial. Being able to speak rea lly
know ledgeably and enth USiastically not just about
London but also the rest of the country as well is also
impo rtant. So they have to have some knowledge of
the United Kingdom .
So those are the main ski ll s: languages,
in terpersonal and communication skills. But these
days you're also elepected to have computer skills,
because most of the information systems that we use
are computerised. And you n eed a very good
telephone manner because we are engaged in an
awful lot of sales activities. Therefore, experience of
sales, retail or shop work is also very important to us,
because increasingly to uri st cent res are having to
raise income to fund the services they offer .
14 Marketing the Past
Lis tenin g
1 Down on the gate is where we take the admission
money. And for a site like this, the charg e is really
quite cheap, but a lot of people are qui te shocked.
So the position of the custodian on the gate is first to
oe friendly and secondly to answer questions . One
of the most frequent questions is -W hat are we
getting for our moneyr Often this is the place you
-.eet grumpy visitors. That's because they have had
2. long car ride with the kids screaming in the back
a.nd then been unable to find the McDona ld's to
them before they got here.
2 Mere at Dover, like all the other heritage sites, we
- ..1st cater for a range of visitors, wh ich includ e
and school children who need to be
::::rvin ced that it's worth hanging on to our heritage.
:.= 1zking a broader view and revealing a more
past at Do ver, especially the network of
_ -rierground tunne ls used as the operational
-edquarters during Wo rl d War II. is all part of
::r- sing history off the pages of the guidebooks for
..::L"l"lg visitors.
:=: - '";E visitors are given a map at the beginning to
-e= them find their way around but if they need
helll they will only approach the custodian who
s 2.pproachable and w ho is giving the right
Therefore, good body language is important
r: 2. positive image. So the way I stand and put
wh ile at the same time smiling and
-zr-:=..:ning eye contact with the visitors as they pass
.- fll!.'!Cl ·""'portant.
.... are trained to look aft er people who
2. bit of special attention. Our range of services
-:eople with disabilit ies has in creased greatly,
-:r eectric wheelchairs to a scalamobile, which is
you can strap a wheelchair to to get them
::-e keep to have a look around, and of course
_ - ....Ye disabled toilet s. We are now giving out
_ :-7 young babies so if parents arrive and don't
'I!!!!III5E 2.DOUt the stairs and all the rest of it we can
help them . So we are now far mo r e
::::so-F-frien dly.
! -_ iL other English Heritage sites, one of our
as custodians is to work in the shop.
_ -o:J!': that people see that the quality on th e sites
::::r-ss--:nt througho ut the organisation, not on ly
:r:c.x'".w:we sell but also the staff .
-""e'"e ':os job satisfaction in giving people a decent
Tapescrip ts
day out. The public are your public w hen talking in will they be privately dined or Is it okay for them to
te rms of guided tours. There's a sens e of sit at small tables in the main dining room? Perhaps
achievement in fin ishing a good guided tour. There is you want a gala dinner on the last evening to make
no reason why the pub lic shouldn't keep coming it more of an occasion.
back to a monument such as this one because we Then you can get down to the menu
are con tinu ally adding new sections to it; arrangements - what are you actually going to eat?
reconstructing more and more, there's more history This is very much determined by how much time
to be made here. you've got for lunch . At lunch time delegates often
only have forty-five minute s to an hour , and so
15 Business Travel they'll want a fast buffet service where they can
Speec h wo rk have as much or as little as they want. In the evening
1 you are more relaxed, so you can spend a couple of
a The guests require a choice of cereal for brealcfast. hou rs over the meal and can have a more formal
b The air stewardess walked down the aisle selling one. Another thing you can do is, if the delegates
duty free goods. need to work through lunch, you can have a finger
c The guest at table number 5 ate six oysters. buffet brought in.
d The delegates sat down to a five·course dinner. Anothe r thing to consider is accommodation and
e The airline' s crews waited in the staff canteen. how many of th e delegates wi ll be staying. If you 've
f The caravan trad e fair w ill be held in November. got a conference of twenty, perhaps only ten require
g Our high standard of service is the principal reason accommodation. Perhaps some of these guests are
why we arc so popular. very important people, so you'll want to put them
h Would you like your steak rare or well done. sir? int o better rooms than the ordinary delegates. So
you must work out a rooming list.
L i stening And finally, if this is a residential conference. are
Fio na Stanton: Once you've been asked to find a the delegates going to have any leisure time? For
venue and organise a conference, there are certain i nstance, they'r e here for two days . On the fi rs t
key points you will need to know and decisions that afternoon there's a free period - they haven't got
will have to be taken before you can actually make any wor k to do in the conference. The delegates
the booking. might wan t some activities organ ised. Perhaps they
The first, most important point. is the number of wa nt to go out and see the local sights, perhaps they
delegates attending. Is it a big conference - say for want an organised sporting activity. If the delegates
fifty or 100 people - or a small board meeting for are here for a long time th ey might want to go to a
just sile, because it makes a big difference to the size local pub . W ill they want a disco or a casino set up,
of room and all the arrangements . So number one is or will they want a party?
number of delegates. So when you have all this in formation you can
The next thing to decide is what you actually go about booking ..
want to achieve with your conference; is it a training
session or are you having a sales launch? You may
get all yo ur sales peop le together and you show
them a new product. This is very diff erent from a
training session. So you obviously want to know
what you want to achieve at the end of the day.
Then you must decide how long your conference
is to last, how many days you antiCipate you·re
going to need and what time of year you want to
hold it. The type of activities and functions can be
dependent on the weather, for instance if you in tend
to hold an evening garden party.
Another point is where the conference is going
to take place. Before you can decide on thi s, you
must know w here the people that you ate expecting
to attend wi ll be coming f rom. Will it need to be
reasonably central - near to an airport, near to good
railway connections, or easy to get to by road? Are
there adequate car parking facilities?
And of course you need to know who is actually
paying for the conference. Are the delegates paying
for themselves or is the company paying? Usually
the company pay s for t h e ma i n part of the
conference and the delegates pay for th eir dri nks
and telephone calls and other peripherals_
Once you 've dec id ed on all th at and you've
found your ve nue, you'll ha ve to think about the
things that you'll require while you're there : things
like conference room size, how you're going to want
the room laid out. If it' s very informal you won't
a very big room, but if you need everybody
wit h desks you'll need a larger room . If you have a
very large meeting in the ball room you may need
people sitting in rows in a lecture theatre. You' ll
also have to decide whe ther you need syndicate
rooms - that's small rooms fo r fifteen to twenty
people, and if you're going to use syndicate rooms,
how many room s you'll need . You then come onto
your conference equipment. If someone is giving a
presentation, will they need overhead projectors, flip
charts, slide projectors?
You also need to know what refreshments your
delegates will require. If you've got your delegates
sitting in a conference all morning, by the time they
get to lunch time they're going to be very thirsty, so
you need to break in the middle for a cup of coffee
and a chance to stretch thei r legs. So do you want
that served in the conference rOom or out of it? And
at what time?
You need to find out the dining requirements -
85
 Key Listening 2
aT; b F 60 per cent of European holidays are to Paris; c T; d F this
longer so. Now they want /Jot only the sea bot to see something . . ,
is no

e T; f F . .. it has always been popular ... demand has been growing.

, Types of Holiday Writing 2
Revision a long; b the New Year; c Easter; d the States; e Europe; f Mexico ;
g Easter; h European; i Paris; j Lond on; k Mad rid; I sun and sea;
Voca bularr 1 m to learn about the area (they are visiting); n beach; 0 tour
a long-h aul; b package tour; c spec ial interest; d cruise; e weekend break;
f safari; g homestay
Hidden word: HOLIDAY
2 A Career in Tourism
2 a a short-haul destination Revision
b Check your answers with your teacher.
Language Focus
Language Focus a has been wo rking; b have worked; c are working; d left; e w orking;
b, c and e are correct. f was getting; g deCided; h had always wa nted ; i comes; j am working
a Incorrect. It' s a five-mile drive to the airport/ It's fi ve miles drive to the a-2; b-1
airport.
d Incorrect. The guests dec ided to opt for the five-course set menu. Wri ting 1
Paula: (2) My first job was as an office jun ior at Let's Go Ho lid ays.
2 Suggested answers:
Interv iewer And w hat did yo u do after that?
b On the Goa and Taj Mahal tour you w ill have a fourteen-day holiday in Paula: (3)Afte r a year I went to wo rk as a tour guide in Indi a_
two centres. In Goa you w ill stay at the luxury four-star Goa Beach hot el Interviewer; What then?
on half- board. This hote l is right on the beach. On your three-day tour to Paula: (4) After three yea rs I decided to come home.
the Taj Mahal you wi ll stay in the three -star New Delhi hotel which is only Interv iewe r: Back to the travel trade business? '
a five-mile drive from the city centre. Paula· (5) Yes. I became manager of the New town branch
of Globa l Trave l Age ncy.
e On th is three-centre holiday to Turkey and the Taurus mountains you stay
Interviewer: And w hen did yo u move here, to Funtours?
in two-star hotels thro ughout. You wi ll have ful l board w ith a three-course
Paula: (6) I've been wo rking here since 3 Ma rch 1996.
evening meal every night. Your hiking trips will be escorted.
Interviewer : And w hat does your job involve?
d On this two -centre holiday to Orlando and the Cayman Islands you will Paula: (7) I trave l a lot, and meet lots of new people. At the
stay in two lu)(ury five-star hotels , the Orlando Supreme and the Cayman moment I'm working on the sales figures .
Grand. A s the Orlando supreme only a ten-mile drive to Disney Wo rld
Spccchw ork
there will be plenty of t ime to visit the theme parks. W hereas on you r
pre.dktion, accommo.d.a1ion,organiillion, compen.sill.ion, opelli ion , vOillion ,
four-day stay in th e Caymand Islands you can relax on the gloriOUS
amQl1ion, gradugiion , consefYi!!ion, satisLltlion, qualifig1ion,
beaches and sample the excellent cuisine in the five-star restaurant. political, intcr.n.a1ional,ad.ditional, vowiona l, re.a.!ity, priruity,
uniY.f!sity. person.a!ity, nQ'telty, soQety

•• •• • ••
Speechwork
a For wo rds endin g w ith the suffix t ion the stress is on the second

better abroad occasion

•••
customer
• •••
destination
syllable from the end
b For words ending wi t h the suffix al the stress is on the third syllable
castle arrange romantic specialist recommended from the end .
client escape reservations c For words end ing wit h the it)' or ty the stress is on the third
couple prefer syllable from the end.
marriage towards Silvia: Yes. After graduation I took a year out and went backpacking in
w edding the Himalay as. I then joined an organiRlion that was concerned
Writing 1 with the conserya tion of our .o..a1ional heritage before returning to
Correct order: uni)lfIiity to gain a qualifiQiion in tra vel and tourism.
a-9; b-10; c-2; d -1; e - 4; f-6; g-8; h - 5; i- 7; j - 3 Alain: So you gaine d adQiliona l qualifigjions?
Silvia: Mm , yes that's right. You see it had always been my amQl1ion to wo rk
Develo pin g the Topic in the tour ism sector.

Rea din g 1
Wr iting 2
a It is much cheaper than a traditiona l wedding.
a for applying - to apply; b see - saw; c are seeing - see; d - ; e had been
completing - had completed; f am always wanting - always wa nted;
b Two w eeks.
c Tho se about t o marry for the second time , or those who
g was not wis hing - did not wish; h spend - have spent; i be - w as;
have been living together for a long time.
j is specialising - specialises/specialised; k - ; , attracted - am attracted/was
attracted ; m persuad ing - persuade; n - ; a hear - hearing
d The number of people accompany ing the wedding couple.
e Flowe rs, fruit, and w ine.
f It has romantic castles and country house hotels with Dev elop ing the Topic
four-poster beds. Li sten i ng 1
Read ing 2 KITTY JUSTI NE
a Maurit ius: b The Cayman Islands; c Jamaica or the Dominican Republic; TRAINING • 3 years at college none
d Kenya; e Bali: f Malaysia; g Bali; h The Cayman Islands; i Florida, Haw aii or • hotel management
Las Vegas; j Las Vegas training
2 a Kenya; b The US or the Cayman Islands; c Malaysia; PART-TIM E while at college while at school
d St Kitts and Nevis; e Hawaii WORK • waitress • wa itre ss
Vocabulary 2 • reception wo rk
FULL-TlME' • restaurant manager • waitress
we ddin g arrangements, wed ding destinations, plantation wedd ings, wedd ing
packages, wedding hotels, wedd ing ceremony WORK (small hot el) • assistant restaurant
• conference organ iser manager
a beach resort; b chape l fee; c marriage licence; d limousine service
• restaurant manager
Listening 1 • in conferences
Tim e of year Types and le ngt h of Places most li kely to go • in sales
ho li day Wri ting 3
August ·2/3 weeks • USA ....., Suggested answer:
• beach • South America (Mexico)
• Sardinia Justine started by work ing part-time in a hote l as a waitress while she wa s still
2 New Year • beach • Italy at school. On leaving school she wo rked as a full -time wait ress before gaining
Christmas • skiing • Maldives promotion to assistant restaurant manager and then becoming a restaurant
• Seychelles manager. She th en moved to a job in the conference sector before taking t his
• Caribbean post as conference sales manager.
Easter • cultural • Paris
• touring • London Read ing
• Madrid a employe r; b jobs; c work ; d job; e company; f career; g tour operators/
• hone ymoons • Thailand wholesalers ; h travel agents/retailers; i entrants/employees/app licants;
86 /,// • Austra lia j postings/vacancies/posts; k associates
• MaJdives a - 5; b - 1; c - 3; d - 2; e - 4
 Key
3 a Office jun ior wit h Thomas Cook; b late in their careers; - it's a l1eaut ifu l city with lot5 of
c Couriers, guides and resort reps; d The herita ge sector; the problem in the beginning:
e Determination, enthu siasm, perseverance lack of su itable &acco mmodati on
4 Employment Record how this was dealt wit h:
1994-date Jet Set Tours: Natio nal Sales Ma nager - adap ted anti refu roished workers ' and !!It;uocr;"[.. aCCGmmoaation
1993-1994 Backpacking around th e world - intem aUonal chains have built hou':;
1982-1993 Pickford's Travel: National Sales Manager, the present situation:
Retail Sales Manager !Suffi Cient accommoaa "tion fo r tcuri5t!!l ap.jir"t from a few peak weekends
_-1982 Travel agent chain: Junior management Writi ng 3
(series of placement s) Suggested answers to memo
Travel Firm
1978 -. Thoma s Cook: Air-fa re unit, Office jun ior a) travel agencies: At present there are three t housand travel agencies in
Prague compared to two before 1989 . It is believed, however, that market
Vocabul ary forces will soon reduce this to a more manageable number. On the other
employee, office junio r, counter clerk, trainee, national sales manager, retail hand it does show the Czechs' love of travelling .
sales manager, national sales manager, director , schools liaison officer, b) method and type of trip : Due to economic and market pressures most
couriers, resort reps, guides Czechs travel on budget grou p packages by coach and stay in tourist
Z a posting; b placements; c post; d job; e career; f appointmen t (economy) hotel s where they receive a 50 per cent discount on th e
publi shed rack rates.
3 Trends in Tourism c) reason for interest in Prague: Foreigners are now eager to visit this
beautiful city which they were unable to enjoy during th e commun ist era_
Revision The city contains monuments and buildings of many periods w hich all are
L an guage Focus now keen to appreciate first-hand.
a lost; b changed; c went ; d became; e threaten ed; f adapted/have adapted; d) accommodation in Prague: The Czechs have quick to refurbish and
g investedl has invested; h began; I accelerated; j halted; k developed; improve workers' and student accommod ation as well as welcoming
I came; m remained; n followe d; 0 was; p was; q were; r have improved; internatio nal hotel chains into the city. As a result the accommodation
s has intensified. crisis of the early years has been overcome.

1f:l Writing 1
Reading
In the 19505 most people did not travel far from their homes and stayed in a
local seaside resort. As few had cars they travelled by rail. Over the years they a Badly, inconsiderately, patronisingly, rudely.
have become accustomed to flying to exot ic destinations. Sailing and b Northern Europe.
waters ports have become popular pastimes. c To feel safe.
d They trayel in groups, have guidebooks, and have their
Speech wo rk own shops in l ondon w here they are able to pay with yen .
III I dl I id l e Many shops have become fast-food outlets; tea rooms will
increased gained accelerated accept Japanese credit cards,
rushed intensified invested
shocked involved sorted Vocab ulary 2
hoped staggered well-heeled, local currency, buy, dollars, pounds, free-spending,
widened hi gh-spend ing. credit cards, affluent, thri ving , tip, pay, yen, market
a I d I improved, changed, moved, remained. l Id I started
b I [ I looked, helped. established, flourished, played. I d I 4 Where People Go
I d I stayed, stirred, watched, charged, thrived . I [ I
c
d lId I recorded, affected, wal ked, persua.ded,collected. III
Revision
e II I jumped, top ped, travelled, stopped, worked . I d I Lisrening 1
Vocabul arv 1 1. Americans (IJSA) £ 1,486 mil lion
a commuter; b nomad; c tripp er; d globet rott er; e passenger 2. Gr. rmans (Germany) £635 miUlon
f hiker; g itinerant; h holid aymaker; i migrant
Always: holidaymaker 3. Irish (Ir eland ) £424 million
Sometimes: globetrotter, passenger 4 . French (Franr .tj £429 mill ion
Never: commuter, nomad, itinerant, migrant 5. lIalian s (lla ly) £393 mil lion
W ritin g 2 6. Australinm: (i\lI slfo l la) £:1-14 million
Suggested answer:
Netherl ands Board of Tourism 7. ,l<lpanr,se (JaIMn) £288 million
3. Spanish (Spain) £28 6 million
The first tourist office was established in 1885 in Limburg. later l
9 . Canadians (Ca nada) £2::;2 milli on
afterwardslsoon others were opened on the coast and in some tow ns.
However, the Netherlands Tourist Board was not established unt il 1968 . Its 10. Dutc h (l'Ietherlands) £239 mitlio n
headquarters are in Leidschendam. It has a resident staff of 100 with fifty
$pecc h wock
others in its sixteen offi ces abroad. Its rofe is to promote and market both
internat ional and domestic touri sm as well as to give informat ion to the op;!ned th:) door s its building off:)ring guided
consumer . • tour s sixteenth-cent:)ry palace on tha first Saurday :)f each month .
tour takes in libr,)ry :)nd the drawing room.
Did you know th;,t in Dayton:) Beach, in Florid:>, USA, court haS ruled
Developing the Topic th:)t tourists may no long_r take their cars onb th;, beach during th;J turtbs'
L isteni n g breeding Or th _t you on get a discount in th_ bars ;)nd resbra nts in
The situation before 1989 for outbou nd tourists: _tlantic City if you have _ visit-rs' card? th.,t those of you who enjoy
how Czechs obtained a visa: bird -wa tching could take part in <In eighteen -day trip through th., Scottish
app ly for hard curr ency - once in th ru year!i Highland s? Or you might prefer _ romantic break _t Bristol Hotel, where th.,
th en apply for Yisa candle-lit indud es 0ysbrs _nd caviar followed by wit h pink
the percentage who travelled abroad: 10- 20 unt champagnel Whatev :)r your tastes, ring Creative Holidays on 0171 384 8394 .
the num ber of agencies: two
how Czechs travelled: in IJroups ; stayed with the ir tour leader Vocabulary
W hat happened immedi ately after the Velvet Revolution of 1989: us GB
Eyeryone went aUroad for one day. a one-way ticket a single ticket
b fall autumn
Developm ents since 1989:
numb er of agencies at the moment 3.000 , elevator lift
the most popular way to travel: in \lroups b:i coach d faucet tap
why it is popular: way
reduct ions at hotels: 50 per u nt
•f check
round trip
bill
return jou rney
The development s in the Czech Republic fo r inbound tourists: g doset cupboard
why tourists want to come to Prague: h restroom doakroom
to see what t hey na ye been mi!55ing
Spea king
See Tapescript, page 81. 87
 Language Focus
Today's business people travel extensively as part of their job and stay in Govemment projects
eICpensive hotels. When they go away they want the same comfort as they are Sicily is now working with the European Union on a project to develop and
used to at home such as en-suite bathrooms, but in a more simple, informal promote sustainabletourism in southern Italy. As part of this project tourist
setting. The Sea Club Hotel at Cala Rajada in Majorca is a hotel that caters for officials will:
this type of client. • develop hotel-grading criteria
it is registered with the Tourist Board as a one-star hotel- that is equivalent to • look at the transport infrastructure, taking into account the main tourist
a youth hostel. Its low rating is because there are no TVs or telephones in the itineraries
rooms, but this is probably the most expensiveone-star hotel in Spain! All • look carefully at the protected areas
rooms have en -suite bathrooms and are built around a luxury swimming pooL Sicily wants to develop the potential of protected areas, promote the island
Ihe: guests can laze around all day, or take a car to explore the island. Then in internationally but at the same time maintain the regional way of life .
the evening the Sea Club comes into its own, with dinner served at one long
table - so everyone mixes and gets to know each other. This is what makes
the Sea Club so unique; business people spend their lives travelling but don't 5 Travel Agents
get to meet t he locals. yet at the Sea Club there are always local people who
come in to dine and meet tI:!..e. guests.
Revision
The two underlined definite articles are optional. Language Focus
a Can you tell me where the station is?; b Do you know if there are any cheap
Wr itin g 1
flights to Florida?; ( Please could you fill in this form?; d Do you mind if I ask
Suggested answer'
you some questions?; e Would you mind waiting until a clerk is free?; f Can
Currency fluctuations have meant that many British holidaymakers are going you show me where the winter-sun brochures are?: g I would like to know
to those countries where the pound buys more. The USA, Turlo:ey and Italy are when the next train leaves; h Could you teUme how much you wish to spend?
more attractive, while Spain, France and Greece are losing business. a Can you tell me when you want to go?; b Do you know how many people
last year 8.2FF were the equivalent of one pound, now a pound is only worth
7 .8FF. So the British traveller loses £30 on every £500 transaction. This is
reflected in holiday bookings which are down 7 per cent on 1994 . Spain has
-..J there are in your group?; ( Can you tell me how you are paying?; d Would
you mind repeating that?; e Do you mind if I check the details?; f Could you
please sptll that for me?; g Can you give me a deposit?; h Would you mind
lost business too. Bookings to the end of April show their share of the UK filling in this form?
market down 2 per cent, from 44 per cent to 42 per cent. 3 C: I'd like to spend a few days in Rome.
In the USA and Turkey the pound has riSen. Turkey has, as a consequence, TC: Can you tell me when you wou ld li ke to g07
nearly doubled its market share which is now standing at 7 per cent. However, C: Next month, sometime after the 15th.
swings in favourable currency rates must be balanced against the costs of TC: Fine. And could you tell me how long you will be staying?
meals and services. £1 buys 60 per cent more Turkish lira but then the cost of C: It depends on the price but preferably for four nights.
meals and services has doubled. TC: Well, we have some very good offers at the moment.
Will you be travellin g alone?
Developing the Topi c C: No, with my partner.
TC: Well, if you take this three-night package to the Flora
R eading Hotel it's only £345 per person, for two people sharing a
a 21 million; b Two-thirds; (599,000; d 4 per cent; e 15 per cent; f 35 million double room with shower. let me show you the brochure.
Blackpool - Russians; Scottish Highlands - Italians; East Anglia - Dutch and
TC: You're English, aren't you?
Germans; North-east - Scandinavians; Wales - Japanese
C: No, I'm Welsh.
a Because there is fierce competition from other tourist destinations; TC So, you've got a Welsh passport , haven't you?
everyone wants more tourists to come to their destination.
C: No. I've got a British passport.
b The Far East.
TC: And your address is 44 Stoneybrook Drive, Cardiff, isn't it?
( To offer people what they want: high standards, value for money
C: No, not exactly. It's 444 Sunny Brook Drive, Cardiff.
and a warm welcome.
TC: And you would lik e a twi n room with bath, wouldn't you?
List enin g 2 C: No, we would like a double room with a shower.
Tourists come from : Italy, rest of Europe, the USA, Japan
TC You will be staying for three nights, won't you?
Why: sun and sea, culture, history, archaeology, geography and geology
C: No, we'll be staying for four nights.
(enjoy the countrySide),the cooking
Current trends: visitors also want more activities in their holidays, to visit areas Speechwork
that are not tourist resorts, want better services - accommodation in listen to the tape,
particular.
Listening 1
Future developments: project to develop sustainabletourism in south of Italy;
a new hotel grading system; Jooking at transport, tourist routes; ways to
Name of cl ient: Mn Pinott;
protect the environment and regional way of life while promoting t ourism.
Hotel: Belvedere, Frascati
Writi ng 2 Dates: 18-20 October
Suggested answer:
Number of ni ghts: 3
Visitors Room type : 0 Ii1 S 0 shower liZ! bat h 0
Sicily receives many visitors from the- Italian mainland as well as from the Price per nigh t: l it. 100,000
rest of Europe, There are also a fair number of visitors from the United
States of America and Japan.
;-he reasons for Sicily's popularity are many and they include: W ritin g 1
Suggested answer:
• the beaches and fine weather
• the diverse cultural heritage, comprising bUildings from Greek times up to
the present day Dear Mrs Pinotti
• the fine countryside Thank you for your telephoneenquiry of , ..... ,., .... inst.
• Sicilian cuisine In accordancewith your instructions we have booked a double room with
Changing tou rist demands shower in your name at the Belvedere Hotel, in Frascati, Italy from the 18th to
Tourists are now demanding better services, especially accommodation.
20th Octoberinclusive.
They are also becoming more activity conscious and increasingly want to
visit non-tourist resorts. Payment by (redit card within 48 hours is required to confirm the booking.
Th ank you for using our agency. We trust that you will enjoy your holiday, If
you should have any further enquiries please do not hesitate to contact us,
Yours sincerely,

Developing the Topic

Li stening 2
a objective; b sell; c four; d commitment ; e relationship; f questioning;
g holiday; h two; i open; j closed; k W; I material; m human; n material;
o Human; p "what"; q What; r priorities; s people; t needs; u place;
v destination; w price; x period; y dates

88
 Key
Reading 1 A: Certainly . Where were you conSidering going? Do you prefer a seaside
a presentation; b check; c summarise; d produd; e holiday/hotel bedroom/ or a cultural holiday?
product; f facilities; g features; h facilities; i needs; j all/unnecessary; B: Well a little of both really. Can you suggest somewhere where it
k feature; I benefit; m brochure; n commitment; 0 close wou ld be poSSible to take short excursions to pl2.ces of interest?
Reading 2 A: With pleasure. Do you have any preference 2S to the area in Italy?
a Somewhere cheap wi th sunshine, that is not too quiet. a. Could you tell me; b W hen did / do you w2.nt; c isn"t it;
b Spain or anywhere with lager louts. d What kind of accommodation did you have; e wou!d you prefer
Z a - 2.
Z b a - 2;b - 4;c - 1;d - 3. 6 Tour Operators
3 a Spain because it has poor beaches and Portugal because it is too
family-orientated.
Revision
b Southern Greece or Cyprus Spcechwork
c She suggested they looked in the brochures a. It's; b we're; c we 've; d have; e haven't; f they had; g peseta's; h can't;
d She did not describe the resorts to the clients, nor find out what th ey i pound'lI; j We"ve; k the y' re; I we're; m We've
really wanted_ She did not try to sell the holida ys. 2 a The south of th e island (island's ) really suffered from the high- rise
4 a Turk ey: Marmaris and Kusadasi; Greece". Sidari, Ipsos, Oassia on Coriu building boom of th e 60s.
She analysed other resorts on the Greek islands b Now , there afe (there're) plans in the pipeline to improve these properties.
b She used the brochures to indicate the resort descriptio ns, analyse the (Both forms are acceptable here.)
resorts, to check prices, location and wea ther details. c In the north we (we've) insisted on more sympathetic development,
c Prices, location and weather details. and there you wiU (you' ll ) find the exclusive hideaway villas.
d Enthusiasm, efficiency, a good selling technique. She was d But in the south we must develop a programme of refurbishment and
knowledgeable and took time and effort to find the right holiday. impro vement s
S a They ignored the clients' request for somewhere other than Spain and e In particular we have to insist that t our operators do (don't) organise
th ey did not use the brochures int elligently. pub crawls.
b list en to the clients. Ask questions to find out what the client really Language focus
wants before trying to sell a holiday. a You will be escorted to your hotels
Vocabul ary b Thre e days a week are spent meeting arrivals
1 a well-chosen; b family-orientat ed; c well-stocked; d well-designed c Overbo oking problems have been created by the hoteliers
d The number of holidays sold should not be affected by the fall in the
1$]2 well-designed. accessible, compr ehensive, excellent
value of the peseta.
Writing 2 e We were not offered a welcome drink
Suggested answer: f All lager louts are arrested.
scrt ;;.f nolid <ay and n ,scrt you for ? Writing 1
I·then would you li ke to tr ave l and fr orn whi<.:h uirp;;o r t? a what will happen/will be happening; b will be met; c dri ven; d will be living ;
e w ill follow ; f will be introdu ced; g briefed; h will be shown; i will be taken;
Could you t €ll IOe ... hat typo:: <lnd of 3ccoITIII'.odl t i on you j are going to take/will be taking ; k will be; I will be given; m are all looking
arc 106:ir,g for, and, if a\>propci; , t<l', lin"" to thp. cit y fo rward
centn ' or ,;<'a- front yo u would l ik e t o be-",
,!il at {Hice range fi r!! you interc ::; t cd in ? Developing the Topic
If yo u r!'q uit' !' fifty "r"c.i .} l t v:ilitic5 (e . g . f or
a:cOO"II1lodlti (lr1 , etr") , 1i 1.. lIill' c ou l d YO'.I I f't. me kno w"
Reading
A - 3; B - 6: C - 2; D - 5; E - 4; F - 1
We lock fo r ....J.rd t o receiving ..,."o" r reply "'0 t/ l.) t we elln llf O'::<"SS
your .mel s ug'jest it r e,)o r t ;lnr! l,otl:! l. a-4; b-2; c - 4; d-1
Vocabulary 1
1 a;2c;3b;4b;5c

Listening 1
Review 1: Units 1- 5 a F: Some holidays were sold cheaper: there were a couple of weeks of
Language Review highly selective discounting.
b F: There was talk that 3 million might/were going to be.
1 Types of Holiday e T
a Paul met Belinda on his three-week holid ay d F: 2 per cent less will be sold (2 per cent below last year's figure.)
b Our brochur e only featur es five -star hotels e T
c Two-centre package holidays are becom ing increasingly popular. f F: They tried to sell 1995 holidays before people had taken their 1994
d He went on a f our -hour train journey to Paris. holiday: they were trying to sell this year's holiday to people who hadn't
e It's only a two-m inute walk to th e nearest bank. yet taken last year's
2 accommodation guide, capital city, city accommodation, city centre, city tour, g T
guidebook, hand luggage, holida y accommodation, family holida y, family h F: 70 per cent of the u-ade is in the hands of the three top operators.
sports, luggage locker, sports centre, sports locker, sports tour, tour guide, Vocabulary 2
wat er sports, holida y centre to stick to prices = to maintain prices, not to change them
2 A Career in Tourism to =
discount fares to take a percentage off prices (e.g. 5 per cent)
a had; b remember; c was; d was always reminding; e have worked; to =
plummet (of prices) to fall sharply and suddenly
f have found; g began; h am; i am ordering; j am inte rview ing /wi ll be to boost sales = to force an increase (in sales)
intervi ewing to cut (prices) = to lower (pr ices)
3 T rends in Tourism to sit tight = to wait without doing anything
a have travelled; b have travelled; chad; d went; e travelled; f began; to push up = to force an increase (in something)
g was; h resulted; i have meant; j have begun to pass on = to ask the customer to pay for your increased costs

4 Where Peopl e Go Listening 2

a Incorrect: Have you been to the Cezanne exhibition at the Tate Gallery.
b Incorred : Package holidays to the ski resorts of North America are
becoming more popular.
c Incorred : The seven-d ay t our Eu rope included Innsbruck,
Vienna and Venice.
d Corred.
e Incorrect: +!:Ie Buckingham Palace is open to visitors in August.
Z As the third hottest British summer on record appears likely to conti nue, the
rush abroad has reached record proportions this year. Almost ten million
holidays have already been sold f or this summer and the remaining 850,000
are leaving the shelves at such a rate that h oliday companies no long er have
to tempt customers with the kind of price cuts they needed last year.
S Travel Agents
A: Good morning. Wou ld you like some help or are you just looking?
B: Yes please. r w as wondering if you had any holiday brochures for Italy?
1. PATIERNS OF SALES: British buy summer holidays later in the year. 35 per
cent buy a package holiday.
2. NU M BER OF SALES: Had predicted a 5 per cent growth . Sales probably down
2 per cent on last year"s figure (9.5m) .
3. UNSO LD HOLID AYS: 3 million package holidays rumour ed to be sold off at
half price in MaylJune. Now 2.2 million unsold. Most w ilJ'be sold, but there
w ill be some discounting
4. THE INDUSTRY'S CONCERNS: Fear of discounting too early as this w ill
encourag e the public to wait longer to book. Too early a launch of next
season's brochures. Overseas hoteliers pushing up accommodation cost s
(accommodation prices rising at 3 times the rate of UK inflation).
5. LIKELY OUTCO M ES: Highe r prices for holidays. Need to cut services to
maintain cheaper prices.
89
 Writing 2 b The West Indian cricket team is wearing the Sandals logo on their shirts.
Suggested answer: Sandals have also spent £2.5 million on spon sorship.
,------- --------------------------, c They hope to encourage the upmarket (cricket-loving) British
Patterns of sales of package holidays holidaymaker to go to the West Indies and a Sandals hotel.
It is estimated that approximately 35 per cent of fami lies now tak e d Upmarket i.e. profesSional peop le (people with style).
package: holidays. e It would appear to be in the upmarket packages: Thomson has sold more
Howe....er their buying patterns have changed. They now purchas.e a holiday holidays and much of the increase has been in the costlier all-inclusives,
much late r in th e year . but only 23 per cent of British Airway's Holidays increased bookings
This results in tour opuators holding holidays unsold till th e end of the required an upgrade .
season, which leads to specula ti on about th e of di5Counting Germans do not play cricket.
operators will need to offe r sell th eir holiday s. g When England went to play the West Indies, the West Indies became a
Number of sales popular destinat ion. This winter the y go to South Africa and so perhaps
they will make this a popular de stination too .
Early predictions forecast a 5 per cent capacity o:]rowth in th e Mumper of
holidays 50Id t his year. Listening
At the present time , it is admitted that sales may be 2 per ce nt below
British Germans
last year's 9.5 million fig ure.
a as both a domestic and an as an international dest ination
Unsold holid ays .
international destination
There are an estimate d 2.2 mi lilon un50ld package holidays for the rest
b • weekend breaks • 10 day+ holidays
of th e season.
• day trips • meet peop le/see village life
In order to sell th ee;e holid.aye; the oper atore; have a choice of wait ing,
• office parties • study tours (archaeolog ical, music)
di5counting or capacity .
• self-catering • out door pursuits: walking,
Concerns • self-drive cruising, cycling
There is a fear that too early a launch of next year's broch ure 5 wi ll deur • leisure pursuits: golfing.
peop le from buying this year's holidaY5. angling. cyd ing
The cost of accommodation i5 ri5ing t hree tim e5 85 fa5t 85 th e UK C independent travellers packag e holidaymakers
inflation . d professional classes English speakers/ professiona l classes
Li kely outcomes (A,B&C1)
Holiday price5 are likely to ri5oe. e • journals, glossy magazines, • journals/ speCialist magazines
Tou r operator5 will be cutting 5uvic e5 in order to maintain prices and quality papers • trade fairs (caravan and boat ,
offer cheaper holidaY5. • horse-riding, golfing eve nts holiday fair. coach operators' fair,
• angling , game fairs, WT fair boat show)
• appear on travel shows on TV
7 Promoting a Destination f • human interest Ireland: the life, • romantic castles
villages • landscape
Revision • fashionability: film star retreats • human intere st
Vocabulary 1 • simple life: healthy activities • Ireland: the life, villages
1 poster; 2 brochure; 3 leaflet; 4 flyer; 5 catalogue • film industry • fash ionabi lity: film star retreats
2 a- 5; b -4;c- 1;d-2;e-3 • golf • simple life: healthy activities
• good food
Language Focu s
a are you doing; b will you be/ a re you going to be; c am leaving/leave; Writing2
d am arriving/arri ve; e are you going to do/will you do; f am touring; Suggested answe r:
g am staying; h will you be able /a re you able; i will do / are doing; j get;
k leaves; I am stay ing; m am; n will have to; 0 will definitely go; pam; q Will Promotion of Ireland as a tour ist de stination in the UK and in Germany
you be; r will have finished/finishe s; s arrive; t was/were going Rl:port for ...................... Tourist Board
Adv er tising
Speechwork
In both tht; Irim Tourist Board targets the A, Band CI
Compare with the tape.
advertising in journah , newspapers and m<lguin es. In Germany the: Board
Vocabulary 2 ad,;ertiS('.$ in spe:l; alist m<lga7.ines whe-reas in Britain it tends to in glossy
I a best-kept; b distinct/ real; c unique / old-wo rld/quaintlfri e ndly; upmarket maga7.inC$ and quality newspapers.
d stern/dramaticlvivid/elegant; e bustling/bus y; f fresh ly brewed/fresh; Publicity
g an imated/lively; h interesting : i fair/noble / beautifu l; In Britain the Board atte nds sporting wh(;re there may be interest
j dramatic/pictu resque/impressive; k resident/frighten ing/ friendly/amu sing; in Ird and, especially as a venue for a particular pUl'5uit, e.g . golfing or horse-
I delicious/ tasty; m intimate riding.
proved proven have come have emanated In Germany the Bou d hiS a stand at the major hoat shows. It also attends
keep retain see briefly catch a glimpse of coach operat ors' fair. In Britain it has at and game fairs and abo at
mixes mingles lessen diminish the ,,",'orldTra vel Market fair.
involved engrossed fa lls descends In Britain the Board ensures that Ireland is featured in all of the travel
show pay tribute to go to attend programm es currently running on British tele\'ision, as this good free publicity.
for to suit walk stroll The Board encourages journ alists from both countries to tra" cl around lrebnd
tells relates take time linger and promo te the country in the travel of tht:.ir puhlications (300 British
journalists and 80-9 0 Genn an joum alists this year).
Writing 1 Emphasis
Suggested answer' The Board the romantic, fairy-talc image of Ireland to the GermUL
market. To both secton the), slrC M Ireland' !l human interest - the quiet friendly
Hotel Dunloe Castle is ideal for your perfect go lfing holiday. Situated in rolling ,'illage life which 5till exists there. It also promQtc$ the f<lwioll.wilit)' of the
pa rkland, the hotel provides all nature-lo vers with a relaxing break. Stroll country, now a fa\'ourite retr eat for film stars. For both Britain and Germany,
throu gh luxuriant gardens which reflect Ireland's fairy-tale magic and marvel Ireland is promoted a;!I somewhere to fincl the simple life, offering good fOIXj and
at a renowned botanical collection which has won many/internationa l awards. healthy outdoor activities.
Enjoy the superb facilities, including indoor tenn is, a 50 met re swimming poo l,
excellent riding and private fishing. The hotel itself is luxuriously furnished. Sip
a typical Irish drink in our cosy bar or sample the restaurant's lavish cuisine. 8 Responsible Tourism
Revision
Developing the Topic Speechwork
Vocabulary 3 a million tourists ; b now spend their; c tourist threat to; d feeding them;
1 and 2 e bound to frighten them; f need to control
1 go lf: tee, swing, iron. green, fairway, dub 2 a They think bettet..economisalternative than killing them.
2 angli ng/fishing : reel, line, jetty, coarse, bait b BlA they perm itev en in&"a5 trips.
3 cooking : stew, ingredients, hors d'oeu vre, entree, dessert C result, the their young.
4 cruising/boati ng: tow rope , lock, jetty d If whalet,are to survive th is, then governments have to draw_up strid
5 cycling: ride, peda l, panniers, handlebars, crossbar
6 cricket: bat, wicket, dub, pads, match Compare with the tape .
Reading Vocabulary 1
a As a result of seeing the West Indian cricket team on tele vision, the British 1 and 2 a tourist receipts; b maintenance costs; c commod ity prices;
90 public became interested in the West Indies as a tourist destination. d labour costs; e occupancy rates

3 a foreign ownership; b indigenous communities; c global economy;
d competitive fares; e metropolitan countries; f economic opportunities
La nguage Foc us
1 a threatened; b suggested;c reminds; d urged/persuaded/told/o rdered;
e warned; f denied; g invited; h claims/states/believes
2 a claimed/ stated; b explained; c urging; d believeslstateslclaims/insists;
e persuade; f implies; g urge/ask; h states/claims;
I claims/states/insists/ maintains; j admits; k demands; I maintains
Developi ng the Topic
R.eading
a They objected to the new fish quotas which they felt were far too low.
b Sea cucumberswere being taken from the sea bed, illegally processed, and
sold to the Far East.
If the rare plants and wildlife are destroyed, people will not want to visit the
area and 50 the tour operators will lose money.
d Native species have no protection against animals such as cats and dogs that
hunt for food; they can't compete with animals such as pigs, etc. in the search
for food; Imported snakes destroy the eggs in bird colonies; imported plants
choke the land.
e They arrive on the daily flights and in crates of vegetables.
They have prohibited the issuing of new tourism licences, have promised
patrol boats and aircraft, and are looking at ways of imposing a quarantine on
the islands. Visitors are issued with rubbish bags and encouraged to check the
soles of their shoes for seeds.
g They fear that tourism is growing too fast and that some tour operators are
Side-steppingthe regulations by putting too many people on their boats.
h They would like the majority of the park: entry fees to be reinvested in the
park.
Vocab ul ary 2
a archipelago; b conservationist,ecologists, zoologists; c predators;
d ecosystem; e banned; f devastating; g entry fee.
2 animal life: species, habitat, birds, seabirds, bird colonies, egg stocks, sea
cucumber (not a vegetable!>,fish, giant tortoise, iguanas, cats, dogs, pigs,
donkeys, horses, cattle, predator, mosquito, snake, insects
plant life: species, habitat, quinine tree, timber, seeds, vegetables
Lis tening
Who goes: the ecologically minded: all who enjoy ecologicallysound holidays,
the middle- aged (balding and overweight); and even the unfit.
Shopping: concerned to buy only ecologically friendly goods; ask where
everything comes from; can't buy crocodile bags; leather could come from an
endangeredspecies
Boat: small with modern comforts
Crew: sail boat; help land passengersfrom dinghies to land-side; help with
jungle walks
Excursions: daily jungle walks: to see fauna, flora and bird-watch
l ocal peoples:
Amerindians: Choeo tribe from Darien jungle: men make music; women sell
carved ornaments in rosewood and ivory, also baskets
Cuna on Acuatupa make clothes called molas. Do trade in having photos taken.
1t=l Writi ng
Suggested answer:
infonnation for travellers to India
Clothing
During the day temperatures are high and so for comfort we recommend
lightweight cotton clothing in preferenceto synthetic fabrics. Early morning
and after sunset can be cold, so you will need a jacket and woollen sweater
or cardigan. Although it is usual to change for dinner, smart casual wear is
acceptable.evenin the best hotels, so a jacket and tie are optional.
When sightseeingyou will find that there are many steps and uneven
cobbled streets and you will find a pair of fl at sturdy walking shoes
indispensable.
Suitable clothing should be worn when entering temples and other religious
buildings. Visitors may not be permitted entrance if they are wearing shorts
or have bare shoulders. Women are advised to wear clothes which cover
both their shoulders and their knees - either skirts or trousers.
It is not permitted to walk through temples or mosques wearing shoes, and
occasionallybags and belts must also be left at the entrance. Canvas
overshoes are usually provided, for which a small tip of about 5 rupees is
customary.
9 Transport
Revision
Vocabu lary 1
I a make out; b cut down on; c worked out, d sets off;
e missed out on; f called off; g put off; h hang around; i pick up; j look up;
k put (them) up; I hung up; m call up; n sorted out; a cut off
2 a called in at; b looked up/sorted out; c miss out on; d cut down on; e put her
up; f look up; g called up; h setting off; i picking her up; j hang around;
k draw up; I sorted out; m cut off; n rang off/hung up; 0 looking forward
Key
Lang uage Foc us
a It's easy to get around New York on the subway.
b She jumped at the chance to work as a tour guide.
c The bus broke down in the middle of the high street.
d The cashier worked out the bill.
e It's a tour rep's responsibility to look after the guests.
f At the airport the tour reps pick up the guests.
g She drew up the itinerary.
h Her uncle put her up for a few nights.
Speechwork
a travelling to Warsaw; b the owner of the/causing an obstruction; c regret to
announce/hasbeen diverted to; d should proceed at once to; e the last call for
b You'll be staying)n the luxury Nova Hotel in the malA_square.
c Tonightaftef dinner there'll be a welcomiOflreception with drinki,antl
canapei,tn the bar at 9 .30 .
d lf2..a moment til come round anti give you particulari,of aUf
tripi,an<lexcursions.
e Anti during the reception I'll tall. briefly about them ane take bookings.
f If you should have any problemi,or questions please don'thesi tate to ask
me. 1'lLalways be available in the reception frOM 9 to 1Q..everyday.
Voca bul ary 2
1 images; 2 hands; 3 style; 4 cry; 5 entertainment; 6 good; 7 effort; 8 spare;
9 hand; 10 far. 11 walk; 12 dine; 13 time; 14 soak; 15 stuff.
Developing th e Topic
Voca b uJary 3
Check this with your teacher.
Liste ning
a T
b F: 24,000 in twenty-six weeks
c F· They must be prepared to change their plans.
d F: It helps them work out changes in the plan.
e F: It is more efficient in direct costs but also in overall costs to the airline .
a Thomson; c summer brochure launches; d crews; e operating hour\; f record
all information; g feasibility; h profitability; j SITA; k Slots Allocation
Rea din g
a empty; b window; c middle; d middle; e emergency eKits; f aisle;
g three-; h dose; i emergencyexit; j bulkhead; k last; I smoking
W riting
__________________________ ____________ __-,
To: All counter staff Re: Suitabil ity of seats on aircraft
Fam ilil$
Families with two children will be more comfortablein the middle roW); wilh four
seats, where parents can s.it on either side of their children and the children can get
a good view of the movie screen.
Non-smokers
Advise these passengers nO( to sit in the seats immediately in fronl of the smoking
section. Remember that the fmnl non-smoking section of econom}' is directly
behind the smoking section of business daM .
Disabled passengers
Remember that only the able-bodied will be allowed to sit near the emergency
exits. Disabled passengers may be more comfonable in aisle seal S.
Wi ndow seats
Pas!Oengers who wish to get some r«t are unlikely to be disturbedin these. The
side panel can be used as a head support 10 enable them to sleep.
Aisle seats
These give greater leg room so are more suitable for lall people.
10 Customer Relations
Revision
Vocab ul ary 1
clever, efficient, honest, motivated, sensible, thoughtful. trustworthy. These
imply you do not approve: ambitious, sensitive, shrewd, zealous, timid. These
imply you do not want to be: lazy, helpless, disorganised.
2 well-behaved, well-mannered, well-organised, well-intentioned ,
self-confident, , self-possessed,self-assured,self-reliant
Lang uage Focus
a making; b to learn; c to appear; d waiting; e to bus; f to lose; glistening;
h blaming: i needing; j bothering; k to reply; I blaming; m accusing;
n not caring; 0 increasing; p urging; q to take; r to ask; s to spoil;
t to protest; LI to remain; v to be treated
Speechwork
Ex ected/r uired Ha ened/received
Chris quiet, relaxing holiday noisy
a sea view a view of the courtyard, pool and bar
children to sleep at night kept awake at night
£600 £100
91
 a We'd asked for an apartme n t with a but were given one wit h a
Review 2: Unit s 6-10
b The children needed to at nigh t but they we re kept awa ke by the
noise.
Language Review
c We asked for f§QQ but t hey only off ered a mere .f1QQ, 6 T o ur O p er a t o r s
Compa re with the tape. a The landing of SA 456 was delayed (by air tra ffi c control).
b The reps insped aU the hote ls weekly.
W riti ng 1 c The local council has banned pub crawls .
1f:1 Suggest ed answer: d Tourists are taken to their hote ls in coaches/by coach.
e Tou r operato rs sold 9.5 million ho lidays last year.
Dear Hopper a Correct
Thank you for your letter of 7th December. b Incorrect: Versailles and Fontainebleau are visited by many people every
We are sorry to hear that you and your husband did nOI enjoy your recent Golden year.(OK) but: Many people visi t Versailles and Fontainebleau every year
Group ho l iday in Tun i sia and apo l ogise if the to u r rep' s be haviour was (more natu ral).
inappropriate. We assure you that thi s behaviour is nOl the kind we nonnally tol erate c Correct
and we will be looki ng into the allegation fuJly and taking any ncceKSaI)' action. d Incooect : All rates are negotiated between the tour operatOfSand the hotelier.
We would, however, like to draw your attention to the fact that all ou r reps are e Incorrect: The guest was offered alternative accommodation last night.
highly trained, whate\'er their age. and that we do not specify how uld they are in
7 Pro m o tin g a D est in ati o n
our brochures,
a - 2; b - 2; c - 1; d - 3; e - 1
A s to the special enlert.,inmenl package that you requested, we do el plain in the
brochure that this package is only run when there arc a minimum of eight guests
a is opening/will open; b is going to faint; c wilt have been standing ;
d wi ll be giving; e will have achieved
requesting it on anyone lOur. As you yourself mention, i n your there .....ere only
four people . yoursch·cs and two Therefore the rep was qui te correct 10 Ie11 8 R esp o nsib leTo uri sm
you thai Ihis woul d nOI be possible and Ihal we would be unable 10 cover the a The young American invited the tour guide to join them for a coffee .
expense of a change of hotel. b The chambermaid denied taking the old lady's bag.
As a goodwill gesture we enclose four for day trips to Paris and Brussels The check- in clerk confirmed that the (customer's) plane lefUwasleav ing at
so l.h;tt you C.ln appreciale our nonnal rulth sL.1ndard of service for YOUNelve:s. 4.55 the next morning
Yours sincert l y. d Mr Gold ordered/demanded a large brandy.
Customer Relal ions Clerk e The travel agent advised us to take out travel insurance before we left .
f She warned them/us against changing/no t to change money in the street.
g He agreed/co ncurred .
Developin g the Topic h She persuaded me to go to the party.
He inqui red if th ey had a restaurant.
Reading 1
The angry guests th reatened to leave the hotel if they d id not give t hem a
a To save up enough money to go on holiday .
quieter roomlif they were not g iven a quieter room.
b The staff t raining program m e was not good eno ugh .
c She contacted Jane's supervisor. 9 Trans p ort
d Jane was told off/disciplined and the company apologised to ABC t raveL a We have looked at them.
e Jane showed no interest in his request and put the receiver down before b We have speeded them up .
t he call was comp letely fi nished. c We have taken it into account.
f That Ridgeway Tours was an unreliable firm. d I came across it.
g Inter -World Travel wou ld never use Ridgeway Tours in the fu t ure . e They put it into operation.

Voca bul ary 2

a The management lays down the conditions of work for the employees .
b The planning manager can get on with scheduling the flights.
a inadequate; b ind iffere nt; c in experienced; d rude
c LGW stands for London Gatwick
a take-it -or-Ieave -it; b a tick ing off d Just let me work ou t t he bill .
Li ste nin g e I have been saving up for t he tri p since last year.
J a-6; b-4;c - 2;d-1; e- 3; f-5 10 Custo m er R el ati o n s
2 a It gives a good first impression; it w ill encourage customers to come into a The guest remembers losing his wal let last night
the shop and approach you. b The manager stopped working when the visitor arrived.
b So that t hey know that we are listening. c I regret to inform all dients tha.t the restaurant will be closed for
c Admit tha t you don't know but say t hat you will find out. refurbishmen t until furthe r no tice.
d Someone who does a good job and someth ing more tha n t he customer d The tour gu ide warned everyone in t he party to take care on the ctiffs.
expected . e The chambermaid admitted taking the necklace from the room.
Rea din g 2 a to live up; b offering ; c to admit : d try ing ; e to pay
Alison , because the custome r did not expect a call before twelve o'clock but
received an answer just before eleven - an hou r early. 11 Hotel Facilities
V o ca bul ary 3
a offhand ; b underhand; c by hand; d to hand; e in hand; f on hand Revision
W ritin g 2 Langu age Focus
a Visit Colmar with its nume rous haJf-t imbered, medieval houses.
Suggested answer:
b Stay at this outstand ing luxury country- house hotel.
Giving a !l004 imp ression c The chalet is in an unspoiled Swiss village resort .
2 G:vt: the: to bt-QlWe you offer to help. d The restaurant offers a varied international tab le d'hllte menu .
3 Be aware of your body lanoauaae: e On arrival all guests are given a dark star-shaped Belgian chocolate .
• Alw.lYs maint.::Jin t::ye cont .a:::t it. 5h0W5 t.hat you are li5ter,in<3. At the Majestic they have fo ur luxurio us junior suites.
• Lean forward !!(l the client k.r,QWii th at )'OU are concentratin g on wt 15 g All staff will be issued with new blue-and -white cotton uniforms .
bt'i"9 slIid.. h In the dini ng room there is a priceless fifteenth-cen tury Venetian chandelier.
• Do not le3n bacl:::w3rd 5 a& are no longer 2 self-service restaurant; old-world charm; direct- dial telephone;
• Do not iidqet. centrally-heated room; hand-made shoes; well-d ressed woman; tow-seaso n
4 AlwlIYS liste n carefuUy and if poe9ib!e t8ke to reter bll ck to. rates; half-board accommodation ; built -i n cupboar d; invitation -only party
5 Ma·tlt.sin ycur cliertte' ccnfiDentia lit.y: t.all:: about clients in frol'lt of J Suggested answer ·
oth er client5.
6 Be loyal to the do not blame oth er !otaff for This luxurious double room is decorated and fumrshed 10 the highest The
7 Be acGurate; if you dc::n·C know the: ar.s...·er to II ,\lJeetion, admit it and oHer centrepiece is the grand late seventeenth-century four-poster bed lit by an ornate
to find out. BohemiancrystAl chandelier. Should you fancy writing a letter there is a small leather-
e Tell t he client v.+-.en you 'Nill have coIle:::u.:I aUthe required Information or topped desk, with a Venetiancandelabra.An originalsixteenth-century oil painting hangs
complet.ed the tran 5.aetiot'l sr.,;! how aM when you .....;11cont act himfner. OIl the wall To completethe room, there is an elegant Queen Anne armchair.
9 when !Stating when a cuetcrner can mtpt::::tto hear fro m yo u.
Spcec h wo r k
10 Cany OJt your promisee wit h:n the 5t3 u.:1 time limit . a low · rise; b purpose-bJ.illt; C .l.!.Q.market;d e ill - price
11 th;r:. a cus tomer wiil remember you if you proauce the
List en to t he tape .
inf onnatior. early and 3nrw:;eO if you proJu ce it late.
Vo ca bul ary 1
a bride and groom; b whisky and soda; c jacket and tie; d W ine and d ine;
e male and female; f length and breadth; g bread and butte r; h hard and fast;
92 i spiCk and span; j black and whi t e: k safe and sound ; I milk and sugar
 Key
Writing Spcechwork
..., Suggested lrel le l l 10:1
__ answer "
__ ____ __ ____ __ ________ -,
palace station cas tle
Dear Ms Bowe n-L yons Japanese parade pyjamas
Re : Reserva tion for 17-2 1 Fehru ary fabulous accommodation half
Thank you for your kner of 16th January inst. where you requeSt two sand location gardens
adjoinin g !leonior su ites for yo ur di ent for fi ve ni ghls from 17 February to 21 factor
Fehrua ry inclusi \·c . mansion
We are pleased to be able to offer two with half board for the
requested at 950 SwF per n ight. All our senior suites are on the hlp fl uor
Developing the Topic
and o'o'erlook Ihe ski slopes . We will do our utmOSII O that the two suit es Listening
arc adjoining. Hm.;e'ie r, we must point out th :!! during these all our ot her a live wi thi n a three-hour journey of the attraction; b domestic, international.
se nior su ites w ill also be occ upied. three hour radius; c something in common; d taken a coach trip; e enough
As your do not wish to take advantllgc of our hotd we can arrange peop le w ill come; f large enoug h; g road infrastructure; h asset, destinat ion; i
with the IlM.:allimousine car sery ice to collect them from the railway station create th e destinatio n; j w eather is too hot
when we hav e connrrn atiun of their time of aIT!V3!. Howevcr, the contract w ill Languag e Focus 2
be with thc (;ar serv i(;e and not w ith the hotel and therefore your clie nt will be a However; b besides; c Therefore; d but/ho weve r; e in addition to; f As a result
requir ed to settle directly with the limou sine sen.·icc on arrival.
Writing
Our ski de sk will arrange all parag lidin g and snow-boarding sessio ns with yo ur Suggested answer'
dient s on arri val so that they will have the greatest flex ibilit y when organis ing
their schedul es. The ski desk can also issue lift passes for the fi,'e day s at 172 Report for Them es Galore on F l oriana and Produtia
SwF per pef$on. Ther e is a slight redun.i on for chi ld passes, th;]t is chil dre n as potential sHes for the new theme park
under 14 of age. Floriana
We req ui re confinnation of the'booking w ithin 48 hours and cred it card • Th e site is loc ated on the eO;J.st of this idyllic island.
paniculars to reserve the rooms. In the eve nt of a no-s how the client will be • The res ident population of {he who le island onl y amount s to some
charged a(;commo(l.1tion for the fist night. 3,000 inhabi tant s. TIlese are sca ttered along the in small h:"lmJets.
We en close 10 copies of our new brochure, a.s reque sted. • Cumm unicat ion and transp ort betwee n the ha mlets is mainl y by W:'lter as there
We look fo rwar d to welcoming your cl ient to Da\'os in the nea r futur e and arc few
o Road travel i.s sluw and ardu ous.
trus t that we will soo n be able \0 be of to you again.
o A s a JesuIt fewer than 500 IQ(;als ar;; withi n the three- hour journey radius.
W ith all beSt wishes o At prese nt there arc no hotels on the island.
Yours sincerely, o F;;w international visitor'! visit the i sland.
o The re is o nly one ferry service a week connecting the is land with the Indian

Reserv ations Manag er, Majest ic Hold mainland . Thi s is used for cargo tran sporta tio n.
Produtia
o The site is dose (less th;1Il 75 km) to two 13rge industrial c ities: Millto wn

Developing the Topic and Iron ton.

o Both ci ties have tine mu seums of the ind ustrial art galleries and
Listening
old huilding s.
a 1927; b Hotel Steiner; c eleven months; d 70; e To keep overheads down;
o Thert: are severa l hotels, not onl y in the towns but also in the surrounding
f Through the Austria Hotel central reservations service;
countrysi de.
g On the edge of the pedestri anised centre; h Czech
o There i!i already a good network of major roads and motorways to the prop osed
Reading site.
Guests mainl y w ant better service o To the ro uth of the site the area is one of nat ural bc3uty . It is a popula r

Facilities or services guests believe to be imp o rtant: internation al touri st de stination in summer.
o Many domestic an d inte mati onal touri s ts dri, 'c southwards in summer for
solving of proble:m" , staff reeular ,!ue5t5, l:>e'fli)
we!Gomdigreetea by ru;cption, of pre.y-nt level of their holidays .
commur,icatbt15, in r,o-smoking rooms o tourists would virtually pass the entran ce to the them e park.
Facilitie s or services guests dislike: Conclu sion s
o Floriana wo uld be an un suitahle location as 100 few peop le liv e wi thin the area
att ito.xlc: of :ot aff, bein;J m.a.:k to pay a d!:P:J5it. fo r use of fa0having t o wait
or visit it.
while room was checked bebre deposi"!; retumed, lack of
o The site in Produ tia, though in not a beauty spo t, is w ithin rang e of the
umta::;t/i!'la\;>ilityof rec.erruo:'lto you
The type of improvements business t ravellers are uninter ested in: pop ular holiday de.stination of Summe rs\'iIle. There are suffici ent hotels and
environmental ini'tiati vt5: e.g. fewer to;]c:trie5, checking in .;ind out with smart hol iday accom modati on w ithin the penetration area , which is surro und ed by a
large res ident popu lati on.
cards
o Th ere is no other the me pa rk within the catc hme nt area.
The changes or developments taking place or likely t o t ake place in the
o Ther e is ;tlready an e "cdlent of roa d net",,·ork s .
hotel trade:
o Ther e wou ld be sufficient numb ers of "is itors h.J support the theme park and
televi,,'on ccnscle to Uecome c.!:nt ral foc us for c.ommunieZltiofls , entert.:lifllTlCnt
mak e it via ble .
and interact ive t.c:chtlol::l<!y, chec(-in lI5in,! crul it cards with eompuT!:ri5ed room
R ec:ommend :l.lions
an d char¥c ard s, aut omEtul reY-rv.ation5 syst.ems, automatc:J ehuk-in
o The site at Produtia wou ld be a suitable locatio n for the theme park
and e" ed -out, Eutomatui room l:>ede to convert t.o couches, hotel
room t1 h ::oome "n cffi:;:.e-away-from-tJu.:-offi ce, more built-in stat!Otl5 with
Reading
f%'wer point:5 a:1d gO:Jd lightin,!
a Kyoto
b 8 storeys
Vocabulary 2
c For donating 40 per cent of the site to create a garden.
a empower; b emphasised; censure ; d enabled; e emerged
d Capit al of capitals.
a enlarge; b embark; c enclose; d enliven; e enrich e Palaces, castles, shrines, temple s and gardens
f It must be very noisy and very busy w ith thous and s of tourists there.
12 Selecting Locations g The railway stat ion.

Revision 13 Things to Do
Languag e Focus 1
a although; b therefore; c w hereas; d thus; e however Revision
a but; b However ; c fir st; d secondly; e Furth ermo re Vocabulary 1
Check this w ith yo ur teacher.
Vocabulary
a miniature; b slight; c compact; d minute Speechwork
a I regret the inconven ience my action may have caused you . Lane I is Londo n's I Sunday mark et; !land is held in I
b The breakdown of figure s ill ustrates the percent age growth in each M iddle sex Street, I .l..2.o..Q.Qn East, 1 I from.2 a.m. to 2. p.m. I and sells
sedor of the hot el market and goods . II I is the old market I in
c We wo uld appreciate payme nt of you r bill by retum. Comme rcial Street, I London LllU. II This market I is si tuated on
d On w riting this report we have taken i nto consideration you r reqUirements th e.s.[k I of London's f ruit and vegetable market. lilt 's near
for a site w ithin clo se pro xim ity of a m etropol itan area. Street underground station . li lt' s open I throughout the I selling
e There has been a radical imp rovemen t in the standards of service in a of I craft goods II but the I to Yi.s.i..t it I is / w hen it' s
substantial number of hotel s. to I Lo ndon' s 2.!!ly. organic food mark et. II 93
 2 Compare with the tape and the tapescript (page 84).
14 Marketing the Past
Language Focus 1
a If you go by bus, it'll only take you a few minutes. Revision
b In the event of an accident. the alarm will sound. Speechwork
c If the lift doors refuse to open, please press the button. Everybodyover this way. /1' 11 tell you a little bit about what you're going to
d Students are allowed into the museum at reduced rates provided that they see / and then we'll head down to the boat ride. 1/ First of aliI I want to tell
have a valid students' card. you / that you aU look very beautiful / and handsome / in your white coats. //
e Children are permitted in the bar on (the) condition that they do not disturb You're very distinguished-looking. II
the other guests. OK. / The falls which are dosest to us here / - these are all the American Falls.
Cheques are not accepted unless they are accompaniedby a cheque // The American Falls stand / one hundred and eighty-four feet high / and go
guarantee card. one thousand sixty feet across. // If you look at the end of the American Falls,
g If you become separated from the tour, please make your way to the coach / you'll see a small island right past them / and there's the little falls / that're
pick-up point. called the Bridal Veil Falls. II In the evening / they'll shine / two white lights
h If you have completed the registration form, I will give you the key. on it / and the water looks like a bride's veil / as it's going over. 1/
You can go to the Savoy for dinner as long as you are not wearing jeans. Compare with the tape.
a If you became the managing director of Forte hotels, what would you do?
If you were to become the managing director. Writing 1
b If I lost a guest on an excursion, I would ring the hotel.
Suggested answer'
If I were to lose a guest .'
c If you had a car, you could drive across Europe. Coach trip to Niagara Falls
d They would/could earn more money if they worked longer hours on Sunday April 14
e Sophia would tell day-trippers about the funfair if she knew where it was. Escorted tour to American Falls with boat trip under the Bridal Veil Falls to
Listening 1 the Canadian Horseshoe Falls. lunch in Canada.
Places mentioned: Reichstag, Brandenburg Gate, Museum Island, Tiergarten, Dep. 9 a.m.
Victory Column, House of Culture. Congress Hall, Unter den linden , Opera Return 7 p.m.
House, Alexanderplatz US$50
He advises buying a 24-hour pass as it is cheaper. TIckets from Maggie in reception.
Writing 1
Check with your teacher.
Language Focu s
a In Iron Age times large defensive earthworks, which are now beneath the
Developing the Topic castle, were built to protect against invaders.
b The Romans built two lighthouses, one of which still stands today in the
Listening 2 castle grounds.
a Five. c St Mary-in-Castra, which is in the castle grounds, is a Saxon church.
b At Victoria Station, Heathrow Airport. liverpool Street Station, Selfridges d The keep of Dover Castle, which was built in 1180, is one of the most
and Waterloo Station. imposing and impregnable fortresses in Europe.
e Three (English plus two others). e The underground tunnels, which were built in the thirteenth century,
d European were used as air-raid shelters during World War II.
e Communication skills, foreign languages,listening skills, interpersonal
a The group that was due to visit the port this afternoon has cancelled
skills, computer skills, knowledge of UK.
the trip.
Language Focus 2 b The port of Dover, which handles about 5 million travellers each year, is the
a absolutely; b reaily; c very busiest passengerport in Britain.
a really/exceptionally; b absolutely; c perfectly; d slightly; e terribly; c The huge outer harbour, which was built at the beginning of the twentieth
f exceptionally/really; g highly century, is now used in summer by windsurfers and dinghies.
d The custodianswho work on the gate need more patience and tact than
Vocabulary 2 the others.
US UK
e Peter, whose job it is to run workshops for school children, enjoys his work
check room cloakroom
very much.
hatcheck girl cloakroom attendant
The building which stands on the white d iffs above the town is Dover
first balcony upper circle Castle.
mezzanine dress cirde
intermission interval Speaking
orchestra seats stalls Check this with your teacher
lobby foyer
Reading Developing the Topic
a - D; b - F; c - H; d-C; e-A ; f-E Listening
Writing 2 a - 3; b - 5; c - 1; e - 6; f - 4; g - 2
Suggested answer: d correspondsto none of the speakers.
a - F (this is the place you meet grumpy visitors); b - T; c - T; d - T;
Dear Mr Howard e - F (it is something you can strap a wheelchair to); f - T;
Thank you for your enquiry. g - F (there is a sense of satisfaction)
We recommend first of all that you visit the Jorvik Viking Centre. Jorvik was the Vocabulary 1
Viking ,name for York and inlhe Centre you travel back a thousand years to see Romans Middle Ages 20th Century
not only what York was like but also the Viking treasures that were found in the toga monastery wireless
1973 archaeologicaldig. knight radar
Then you could take your son to OUf National Railway Museum where he can fort fort artillery
enjoy the trains and learn about British social history at the same time. archer castle cannon
No visit to York is completewithout a visit to our Minsterwhich is the largest amphitheatre cannon
medieval cathedralin Northern Europe. centurion archer
Then, if time permits, drop into the YorkshireMuseum where you can stroll in chain mail
the botanicalgardens before visitingthe museum which houses some of the cross-bow
finest Roman, Anglo-Saxon, Viking and medieval treasures. Or if you prefer you
might like to visit York Castle Museum which depicts everyday nineteenth-
century BrItish life.
At any time of the year York is a beautifulcity and at this time of year in
particulara walk around our city walls is very pleasant.
Finally, to complete your visit to York, shop for traditionalBritish souvenirsin
medieval Stonegate.
I hope that these suggestionswill prove helpful. II you should require any
further informationplease don·t hesitate to contact me.
Yours Sincerely,
Tourisllnlormalion Clerk
94
 Key
2 Discuss this with your teacher. Writing 1
Suggested answer:

Dear field
The Grande Canyon Hot el opened last month. We are 3 luxury busin ess hotel
great hall set in a landscaped park on the outskirts of Zurich. The site gi\-es the
appearance of seclu sion :md solit ude but we Me ....ery close to the Zurich St
Gal len motorw ay interchang e and a mere 25 km from the centre of Zurich.
W e are able to offer conferenc e faci lities for both residen tial:md
non- resident ial conferences, ho .....e \·er large o r small yo ur meet ing might be .
bailey Each of our conference rooms fully equipped to the highest standard for
your comfort .
Should you require accommodat ion , all our pri\·ate rooms are deluxe doubles,
permitting the busy business exec uti \·e space to un wind in and relax after a
hea vy day .
Writing 2 W e enclo se our broc hures and sta ndard rates . As you can see our rates are .... ery
Suggested answer: competitive and we are always in wit h ou r clients the ir
pre c ise requirement s .
In the Middle Ages everyone ate in the Great Hall. The Lord and his Lady sat
at high table_ There were no carpets on the flo or but rushes - that's dried Please do not hes itate to contact us for all yo ur conferen ce No
reeds and grasses. E"en the dogs came in to eat what was thrown on the rCijues t is too small.
floor. At night everyone except for the Lord and his fami ly slept in dormitories. faithfully .
Children did not go to school as you do. Instead the Lord's sons were trained
Sales Ass istant
to become knight s. They learnt to ride and fight, whi le the girls learnt
needlework and how to run a house.
The castle was the centre of local life. The farmers would store thei r crops here Develo ping the Topic
against attack from other lords. when an army approached , the drawbr idge Vocab ulary
would be lowered and the castle wou ld prepare for a siege. a - l; b - 4; c - 2; d - 3; e - 5.
a delegates; b auditorium; c sound-proofed; d acoustics; e closed-circuit;
R eading
f syndicate; gaudio -visual; h exhibition
a They were uninteresting, badly organised, dirty and silent.
b They have become user-friendly, interactive and hands-on. Listening
c They are no longer the centres of conservation and research that they once
1 of delegate !!
were. They are also becoming inaccessible to all but the well-off, and only
2 Type ofconferenu • b03rd meeting
w hat is considered popular or can gain sponsorship is displayed.
• 53ies
Vocabulary 2 • t.rainir:q sessio n
b .3 Length of st.ay
Victor ian: academic, m,
.Q.ir:ty., d.inu, .d.Y.!I, free, .ffiI.!..ili., 4- Time ofytitr
subsidised, unattractive , uninteres ting, authentic, .oo!.d 5 Tr:msport
Mode rn-day: accessible, attractive, authentic, bright, commercial, eKciting, • a ir cor.nect ior:s
hands-on, interactive, lively, realistic , user· friendly , welcoming • r8 :[ cor:necuor.s
The underlined words give a negative impression. • roa.:J connect ions' pOlrkirrg faciNti e5
The italicised words a positive impression. 6 Nam6 of payttr
7 The CQ:1ferenu room layout:
Writing 3 • informal 5tyie eqUipment: • overhead projector
Suggested answer: • with desks - Rip charts
• lecture theatre style • !!Iiae projector!!
Com e II) K.,nt ....,]l Hal! in SufTolk :ond see a "orling fartn in actioll.
type: 5yrrdicate room5
Only auth.,ntic <"<iuipm.,nl aml proceSSor. u .. U$ctl.
8 Rdrujhment:s in/outside conference room
WalCh th .. kit<hen . ulfprepar., f,,<.><l it wu d<>ne in Eli:ulot"'th I's tim c:'.
9 Oinin9
Then enjoy thi s r"od from the farmhou !iC kitchen in the p ;u-lou r. - sal_
- private dininq
Se en t.,rui neU in Iru., Eliu[.., tlun ra.h.ion],y authentic sixt c.'"t"nth.centufY suIT.
- publiC re5t.SllJrant - buffet 5ervice
!'U f.um· IWlds llld ho u!'C still" drc .....,d ill puiod rosturn" .
• formal dinner
Op"ll dolily throughout Junc· l nd July. • finger buffet
EntrMlC<:: adul u (9 .00 dlildr en (6 .00 f.uni.ly tickd HO !O Accommodation • ViPs
• delegates
15 Business Travel • !Siql1t5Uing
• "1"'''''
Revision • pub visit
• di5CoIcs s i.'1o
Speechwork
a cereal; b aisle; c ate; d course; e crews; f fair; g principal; h steak
Note: a finger buffet means food that can be eaten with the fingers,
a We need to all our fruit and vegetables at this time of the year. e.g. sausages, vol-au-vents etc.
b The Imports were delivered to the warehouse on time.
c Most of our business clients are members of the fre.quent- flyer programme.
d It is inadvisable to that area of town after dark. Writing 2
e The flight to Capetown flies over the Sahara Suggested answer:
f desert me!" she cried, as the tax i sped away. ..
g "Please transru my account to you r New York branch." I . Fi rst find out how many del ega tes wi ll be altend ing.
h The !@m.ferwas made by phone. 2. Check on the type of conference required . For instanc e , will it be a board
mee ting, a sales launch or a training
Language Focus 3. Dec ide on the length oCthe conference.
a w ill; b should/could/might; c must; d won' t; e could/might; f can't;
4. Dec ide on the time of yea r for the conference, as thi s can affect the activities
g could/m ight; h might ; i should; j won' t and functions included.
a The price of business hote l accommodation will defini tely rise. 5. Check delegates ' tran sport requirements. If dele gates are com ing from our
b There is little likelihood of their holding the conventio n in Alaska. branches, then the venue need s to be reasonab ly clo se to an airport
c In all probability the y'll ask fo r a gala dinner on the last night. with good ra il and road connections. For delegates travellin g from our d ifferent
d It 's almost certain that the businesswomen will require rooms near to the lifts. nati onal branch es there will need to be good rail and road connections. There
e There's hardly any likelihood that they' ll find a guest speaker at such short must also be ampl e parking for cars.
notice.! lt is hardly likely that they'll find a guest speaker at such short notice. 6. Check whether the company is pay ing for de legates oc not. If we are paying ,
f There is no way we can provide a fu ll table d'h6te dinner at that price. check what we are paying for. Remember that we do not usually cover
g It's just possible we 'll make a profit on our catering th is week. delegat es' bar or tele phone bill s.
h There are bound to be 300 delegates at the convent ion. 7. Decide what size room or rooms will be requ ired and how thes e should be laid
out. Is an infonnal style of sealing required. are delegate s going to sit at desk s,
or is a lecture theatre style preferred?
8. Li st the equipment required, such overhead proj ec tors, flipchans and slide
projectors.
9. F ind out how m id-sess ion refre shm ents shou ld be served. W ill these be eaten
in the conference room or outs ide? 95
 10. Check the dining e.g. public or private dining (i.e . .....ill the d Hampton Court was built in the sixteenth century by Cardinal Wolsey who
delegates cal in the rcstaurant wilh other or will they eat in a private gave it to King Henry VIII as a present.
room?), e Rome, which is said to have been built by Romulus and Remus, is on the
11. Decide cmlchec k the different re-quircmen ts fO( lunch and dinner . For lunch our banks of the River Tiber.
delegate s are usually only gi\"cn forty-five minutes and SO " buffet is likely.
Sometimes this means 11 finger buffet rather than sandwiches Of a sit down meal .
15 Bu siness Travel
b They can't possibly allow him to travel with out a ticket.
In the c\'cning delegate s have time for a more formal meaL Find out if :I gala
dinner is required on the last night .
Irs impo SSible for them to allow him to travel without a ticket
12. Check how many of the delegates will require residentia l accommodation, and c If we are lucky we may be able to arrange the meeting for tomorrow.
of these find out how many win be VIPs wi th better accommodation than the There's a (slight) possibility we may be able to arrange the meeting for
ordin ary del egates . tomorro w.
13. L3.Uly org::aniM: leisure activ itie s: coac h trip s. pub visits, 0( sports for the: free d The maitre d'hOtel should hand the woman the bill.
aftemoon s and;1 disco or trip to a casino for the e venings . There's a good/strong possibility that the maitre d'hotel will hand the
woman the bill.
Reading e I hardly think they'll want the large conference room with only six guests.
Box 1 - E; Boxl - A; Box3-D; Box4-C; Box 5-B There's little chance that they 'll want the large conference room with only
a 75 per cent of women business travellers. six guests
b Security awareness of staff and room service late at night. The plane is bound to have landed by now .
c Hilton National and Sheraton ensure that staff are trained to take security The plane is sure to have landed by now.
precaution s; Holiday Inn has developed Ten Absolute Standards aimed at
making women more welcome; Hyatt is providing more imaginative and
light er room service menus and two tables in the bedroom; Forte Crest
have special Lady Crest rooms.
d The hotel restaurant
e She plans her campaign in advance, telling the maitre d'hOtel that she is
paying before her gue5ts arrive.
The captain's table and women-only hotels.
The article was called Rooms for impro vement.

Review 3: Units 11- 15

Language Review
11 Hotel Faci lities

a Incorrect: The two colourful shopping baskets were hanging outside the
small craft shop.
b Incorrect: The dynamic young businessman walked into the luxurious
en-suite bedroom.
c Correct.
d Incorrect : The thoughtful Portuguese maid brought three large crystal fruit
bow ls into the room.
e Incorrect: There was a large French Impressionist painting in the new
executive suite.
12 Sel ectiog Locations
a First; b Secondly; c Also; d besides; e In addit ionfTh irdlyfThen; f How ever;
g For instance; h But; i For example ; j although
13 Things to Do
a You are allowed to work as a foreign national on th e condition that you
have a green card.
b If you arrive after 8 p.m_, you wi ll need to ring the hotel bell for assistance.
c Unless you have a valid visa and the stipu lated vaccinations, you wo n't be
allowed entry.
d If you want to get around London cheaply, you should buy a travelcard.
e If I'd known you knew the manager, I wo uld have asked you to introduce
me.
As long as you book the table before you go, there won't/sho uldn't be a
problem.
g Entrance to the museum is free, provided that you have a student card.
h I wouldn't have gone to the stat ion at 5 p.m., if I had known that the train
wasn't arriving till 8 p.m.
i We won't hold the room after 6 p.m., unless you let us know that you will
be delayed.
If I had my own private plane, I wou ld spend my weekends flying around
the world.
14 Marketing the Past
a The Pergamon museum, which was completed in 1930, is in Berlin.
b Athena , whose father was Zeus, was the goddess of war.
c Visitors to London can spend a day in the Tate Gallery, which contains
exhibitions of Modern art .
d The British Museum, which was comp leted In 1843, houses the Rosetta
stone.
e The guide gave the porter, who was a student doing a holiday jo b, a
generous tip.
a The state of Goa, which is in western India. was forme rly a Portuguese
colony.
Napoleon Bonaparte, who was born in 1769, was educated in Paris at the
expense of Louis XVI.
c Elizabeth I, who was the second daughter of Henry VIII, became Queen of
England in 1558.

96