•

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 whe n 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 consultan t 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 calculated the answer.
she did not need transport as her uncle wo uld 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.
would not be delayed and he wou ld not have to
f Due to bad weather they cancelled the 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 th e 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
accommodation when 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 Whe n you need to read a file on the computer, you must
access the file.
n She tidied and organised her papers.
o The telephone com pany 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 courier for Royal Premier Tours. You are at
the airport waiting for a grou p of hoHdaymakers to arrive.
o Listen to the tape and fill in the gaps in these
SaitA~
announcements:
a Wou ld Mr and Mrs Borgman .................... .
...... ........ ... ..... ... ..... .. ....... ..... ... ...... please contact the
information desk?
b Would ...................... ............. red Ford Escort, registration
M639 PTY, return to his car immediately as it is
.. .. .. ..... ?
c We ............... . . . that flight number AZ 345
from M ilan .................................. Luton.
d Passengers for flight number 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 with them to their hotel. You are giving
them the information in sentences a- f.
For each announcement, 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 Vie nna.
b You'll be staying_in the luxury Nova Hotel in the main
square.
c Tonight_after dinner there' ll be a welcoming reception with
drinks~an d canapes in the bar at nine thirty.
d In ~a moment~ I'1i come rounG and give you particulars of
oUf~trips and_excursions.
e Ana during the reception I'll talk briefly about them and
take bookings.
If you should have any problems_ or questions please
don't~ h esitate to ask me. J'II_always be available in the
reception from nine to ten~every 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. Th e missing
words are:
cry dine stuff far good images hand/hands
soak spare style effort t ime walk en tertainment
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 Anniversary 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 their
(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 talking 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 Th ey don 't expect to change their flight plans.
d The computer system can help th e user to predict potential
flight disasters .
e The computer system is fast but has not yet led to di rect 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 carrier.

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

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

d Take into account profitability targets. maintenance requirements and 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 the International ........................................ ..
conference to negotiate.

STAGE 8
Make final adjustments.

~------~.~~~--~~
STAGE 9
m Send brochures to the printers.

45
Reading
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:
WHICH S£AT
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 "guard " 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 others to get out to the toilet.
seat is to
ask for an aisle seat in the
middle section, as
usually the last to fi ll.

to toi lets Not

good on long flig hts, as t hese
areas become co ngested with
a constant restless queue.
 G Transport

un THE PLAnEr
e These
seats usually have the most
leg room. How ever, for safety
reasons they are allocated at
check-in to ensure t hat only
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 chi lly 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 will have to move to
let your neighbour out.
9 seat group
As a couple you could ask for
two aisle seats. If the fl ight 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
remember t he front of
non-smoking is near the
smokers in business and
first -class.

Row behind .. seat The

The window seat
in the. ..... ........ row
may be removed, allowing
extra leg room in the seat
behind, but t he exit row
safety restrictions may apply.
row that divides the cabin
from the kitchen and toilet
areas should have more leg
room; it also avoids having
someone reclin ing back into
you. However, the seats can
be narrower if the food tray is
in the armrest. have a poor
view of the movie, and can
be noisy, as families w ith
babies often 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 al l the counter st aff in your branches, outlining the recommendations they
should make to clients as to the sU itabili ty of different seats on planes.
Write the fax, bearing in mind the needs of families, non-smokers and the disabled. 47
 Customer
Relations
Revision
Vocabulary 1
look at the adjectives in the box. Tick those which. in your
O"cr the years, the general public has bc(.:ome tired
opinion, describe the personal qualities that people
of (g) ........... (Ih len) to ('xcw;cs. What is acruen'd by
working with the public should possess.
(h) (blame) delay' on (i) (need)
spare:. parts o r by not (j)
ambitiou s honest shrewd
(b olher ) (k) (re ply) when pa~se n ge 1" s
clever lazy thoughtfu l
complain ?
disorganised motivated t imid
efficient Instead of (l) ....... . ........ (blame) circumstances
sensible trustworth y
helpl ess sensitive zealous beyond their control or (m) .............. . ... (accuse)
passengers of (n) ........ (not care) how the industry
works, o perators, airlines and seat brokers must realise
2 Someone w ho knows a lot about a subject is well-informed .
that the fa ul t lies with those who are proud of
Add well or self as a prefix to the following adjectives to
(0) ............ (incre.lSc) passenger numbers each
show a positive quality.
year, yet obtain tJlcse increases by (p) .................. .
(urge) customers (q) ................ (take) holidays at
......... -behaved -mannered ......... -organised
ridil:ulously low prices .
..... .... -conf id ent ..-possessed ......... -intentio ned
.. -assured .. -reliant O f course , it is w'r), tempting (r) ............... (ask)
how customers can expect a high standard of service when
they ha\·e only paid £ 199 fo r two weeks in Turh y.
Language Focus
Howen>r. this ~u mm er's problems arc already threatening
Infinitive or gerund?
(5) . . ......... .. .. . . .... (spoil) the image created by the
Read the article and fill in the gaps using either the infinitive m ajority of the industr y.
with to or the gerund (-ing form) of the verbs in brackets. It is time the responsible operator!; and airlines
joined forces (t) ... (protest) for the goud of t.he
industry as a \\"ho l ~.
Holidaymakers deserve better service
Unle~ t.hey do so, the package holiday industry is
A LTH O U GH T O URISM EARNS ... fort un e trom likel~· (u ) ............ (rt'main) the poor r elation . Howeyer
(a) ..... (make) people's f~mta~ics come true, the cheap their ticket, hol idaymakt'("S do not dcscnc
industry has a gr eat deal (b) ............ (learn) ahout (v) (he t rC'atcd ) in the way some
cu;o;toJnl!r r dathms. frequently.ne.
TI1 C peak season has not yet begun and already
re por ts of i(mg dda)':-> and passeng('r fr ustration are
starting (e) . ... . ............ . . . (appear ).
Last m onth , holidaym,lkcr s in Milan com plained
about (d) . . .... ( wait) fo r hours lo r their haggage,
w hil e in Spain a r eputabl e carri er deci ded (e)
(bus) Bri tish passengers into France so the), wouldn't be
force d (f) ..... (lose) an impor tant li me slot.
 CD Customer Relations

Speechwork Writing 1
Contrastive stress ~ You work in the Customer Relations Department of Exotic

o 1 Li sten to Chris talking to David about his holiday problems.

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

Expected/required Hap pened/received

MEMO
Chri s To:
From: M;lTianna Corradi
Can YOll p lease deal with this letter? Apologise for the
unfortlmate incident nnd explain that this is not our usual
standard. Promise we w ill look into the aUegations of
rudeness. BUT point 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 statcs tha i there needs to be a mjnimum of
8 people for the Golden Group package.
As gesture of goodwil l offer 4 vouchers for day 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 apartment w ith a sea view but we re 7th December
given one with a view of the courtyard .
The Customer Relations Dept
b Th e children needed to sleep at ni ght but th ey 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 for two cold drinks or three?
b O n this flight th ere is a stopover in D ubai not in Sin gapore. My husband and I have recently returned from one of your
c I asked for sparkl ing not still water. 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 compensation it's th e individual this particular package catered for retired couples like ourselves.
We understood that our specially organised activities would be
shop .

o Listen to the tape to check .

run by mature friendly hostesses. Howeve r on arrival at our
destination we were 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 ourse lves. 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

/fit~
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 was n't the manager of Inter-World Travel satisfied with
b Why wasn't Jane's behaviour 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 Ho w did Ridgeway Tours react?

An Unfortunate Incident at Ridgeway Tours

Ridgeway Tours has always had a reputation for having well~
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 her work. She failed to record details of
booking~, was sometimes rude to custOmers phoning in and , for
most of the time. adopted an attitude of take·it·or·leave-it.
Unfonunately for Ridgeway Tours, their rather inadequate 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 operations staff. When the
assistant manager telephoned through with a booking and got
Jane on thc end of thc line, she very quickly realised that the
level of service was not up to Ridgeway's usual standard. The
good standing between the two finns, however. meant that
the matter was easi ly resolved at supervisor level. Jane quite
rightly received a ticking off from the reserv3t.ions supervisor, the
agency received an apology, 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 agent in her usual manner, failing to show
any real interest in the booking and ringing off before the agent
had properly fi ni shed 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 whole company. Although the
manager of Inter-World urgently needed to find a suitable holiday
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: "Can 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 uninterested: ..
c new to the job: ...... ....... _ ........................... .
d not polite: ............................ ..

2 In paragraphs one and two, find the idiomatic expressions that mean:
a apathetic or careless attitude: ...... .. .... ................... .
b a reprimand: .............. .

Listening
Peter Garfield, t he perso nnel officer of Global Tours, is
giving a talk to a group of trainee t ravel consultants.
o 1 listen to the tape. In which order does Paul deal wit~ these
top ics:
a accu racy D d perso nal appearance 0 H e telephones back after tWO hours, apologising for
b confidentiality 0 e reliability 0 the delay and explaining that things 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 important to dress neatly?
a Why should we try to look at t he person w ho is talking 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
Answering Customer Queries
Louise, Ali son and Ph ilip are t ravel consu ltants.
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.
Lou ise does nOt ha ve the answer to hand, but
promises to look up th e informatio n for the cusromer
and says, " I'll phone back as soon ;,\s I've checked for
you."
Some three hours later she telephones the customer
with the necessary information.
8 Alison works in a ci ty agency, where people are
consta ntl y coming and going. She picks lip th e
telephone 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 holid ay. She promises to ca ll
back, though shc lets the customer know th at things
are rarhcr busy.
"\Vc're ve ry bus)' at the momen t, so I can't really S3)'
that I ~an phone you back straightaway, but I will
promise to ring back by rwdve o'd()('k."
In fact, Alison telephones the 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 clie nt who wants some flight
info rm ation for a trip to Austra lia. He too does n Ot
have the required information and promises to phone
back.
" I'll phone back in ha lf an h OllI."
opportunity he has had during the morning.
Vocabulary 3
Louise did not have the information to hand. = Louise did
not have t he informatio n o n her desk .
Use these expressions with hand to com plete the
following sentences.
in hand on hand offhand by hand to hand underhand
a I'm afraid I don't know. . how 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 wanted to dismiss him . It was the
........... way in w hich they did it that 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 co uld take notes w hen peop le phoned her.
e Don't worry, everything's . Th e paperwork w ill be
completed on time.
Should a guest be taken ill th ere is always a doctor
Writing 2
You work as a travel consultant at Global Tours. Peter
Garfield has asked you to w rite a set of instructions for new
staff on how to give a good impression.
The first one has been done for you.
1 Al.watJs dress l\.O.<dl1j aJ1d ~ !<"ep ~ou.( sh.<>el>
clea.n. a.'\d po-lis.hod o..nd .:Jeur clothos weU- fU"€sseo..
:2
51
 Review 2
Units 6-10
Language Review
6 Tour Operators
Rewrite these se ntences, beginning w ith the words in b You are in a tax i going to the airport. Yo u tell the driver to
italics. hu rry. Do yo u say :
a Ai r traffic 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 Al l hotels are inspected weekly.
The reps .... ........... .. .... .. ... ...... .. .... .... ... ......... ........ .. ..... ... ..... . . c A frie nd suggests ringing yo u at 9 .00 a.m. tomorrow
morning . It isn't conven ient. Do yo u say:
c Pub crawls have bee n 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, bu t at 9.00 a. m. I will check in new arrivals. D
3 I'm sorry, but at 9.00 a. m. I am check ing in new arri vals. D
d Coaches take the tourists to thei r hotels.
Tourists d A customer in a travel age ncy asks yo u abo ut her room in a
hotel in Corfu. Do yo u say:
e 9.5 million holidays were sold last year. 1 You r room is havin g a sea view. o
Tour operators ... .................... .... ... .. .. ... .. ..... ... 2 Your room w ill be having a sea view. o
3 Yo ur room w ill have a sea view. o
2 Decide if these sentences are correct or incorrect. Correct
e The hotel manager asks you w hen he can have the up-to-
the sentences that are wrong.
date report on tourist arrivals. He wants 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 yo u say:
continue. 1 I wo n't have finished it until 5 p.m. tomorrow. 0
b Versailles and Fontainebleau visit many people every year. 2 I don't finish 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 accommodation last verb in brackets:
night.
a The pres id ent ... ........... .. . ..... . (open) th e new hotel next
month .
b Look out! Th at 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 evenin g I . (give) a
a You have accepted a su mmer 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 seaso n we .. ... .. .. ........ (ac hi eve) 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 example:
"Dinner is served, " said t he master of ceremonies.
The master of ceremonies announced that dinner was served.
a "Would you like to join us for a coffee?" said the youn g
American to the tour guide.
b " I didn't take the old lad y's bag l " said the chambermaid.
c "Yes, the plane does leave at 4.55 tomorrow 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 ni ght. o
Th e guest remembers losing his wallet 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 arri ved. 0
c I regret t o inform all clients th at th e restaurant will be closed
for refurbishment until further notice. 0
I regret informing all clients that the restaurant will be closed
for refurbishment until further notice. 0
d The tour guide warned everyon e in the party to t ake care on

d "Get me a large brandy!" Mr Gold told the waiter.

the cliffs. 0
Th e tour guide warned everyone in the party taking care on

e " You should take out travel insurance before 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 neck lace 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 . (c) .............. . (admit) liability
A group of holidaymakers
won a legal batcle when {he but twe nty of the parey
" If you don't give us a quieter room, we' ll leave the hotel," decided to take the matter ro
journey along the ancient Silk
said the angry guest. Route fa iled (a) ............ ...... . court. The (Our operators
(live up) to the brochure's denied (d) .. ' (cry)
prom ~s. 'this comes at a time to deceive t he holidaymaktrs
9 Transport when consumers' associations but lost the case and chey
Put the pronouns in the correct places: have been wa rning tour have now u ndert aken
operators against (b) ........ : (e) .............. ... (pay)
a We have looked at. (them) compe nsation of £250 per
(offer) derisory compensation
to disgruncled clients. person plus costs.
b We have speeded up. (them) The company had refused

c W e have taken in to account. (it)

d I came across. (it)

*
Shade in your score:
e They put into operation. (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 the planning manager on w ith t he flights scheduling get. A good attemp~
but check your mistakes. **
*
c LGW f or Gatwick stands London. 20
Some revision needed.
d just let work the bill me out. Talk to your teacher. ** 10

e for savin g the 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 description of this room . A few ideas have been
complete these sentences. given to start you off.
a Visit Colm ar w ith its
(medieval/numerous/half-timbered/houses)

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

c Th e chalet is in alan .... ... . (vi liage/Swiss/unspoiled /resort)

d The restaurant offers alan

(international/ table d 'h ote/varied/ menu)

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

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

At the Majestic they have

(juniorI luxurious/four/su ites)

9 All staff will be iss ued w ith

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

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

(fiftee nth -century /Veneti anI pricelessl chandelier)

2 Join the two parts of the compound adjectives 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 \ acco mmodation
hand - dial \ wo man
well - world party
low- heated ' restaurant
half- only cupboard
built- season telephone
in vitation- 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 restau rant ;s informal but gentlemen
are req uested to wear a ....... and ............ .... ..
,/" The Grand Hotel is a (a) .......................... building on the\ d ................. and ...... ........ ... in the Aspects Restaurant on 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 yo u 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.
Would 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.

Vocabulary 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 wh ite
milk span
wine groom
hard soda
length sound
male butter
wh isky fast
spick female
safe sugar

55
 Writing
Yo u work as an advance rese rvations cle rk in the Majestic
Hote l in Davos, SWjtzeriand. Majestic Hotel,
You have received t his letter from an exclusive London
travel agency. You have worked w ith them before and value
Davos
t heir custom. Enioy perfect
hospitality and
uHobtrusiue elegance
The Independent Skier in this luxury .5" -star
43~ Piccadilly Sueet hotel. All rooms are
London spacious and
W1A2ST comfortable, designed to help yo" relax in the 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 overnight stay, buffet
breakfast, 4 -course dinner, welcome cocktail, use of
16th January swimm ing poo l and sauna, parking, transfers from and to
the railway station, scheduled shuttle hus to the ski
Dear ......... .. stations, 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 Davos from 17th-21st February inclusive. Single Double
He is travelling with his two teenage son~ and would requ ire two Standard: 215 SwF Standard: 590 SwF
adjoining senior suites on the top floor with half board. They Superior: 300 SwF Superior: 620 SwF
intend to fly to Zurich and trave l by rail fo Davos. Can you
please arrange for limousine transport to the hotel? They do not Junior suites (double) Senior suites (double)
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 se~sions.
Payment will be made by credit card On arrival.
Please c{)nfinn by return availabilj ty and your lenns.
Could you also forward us some copics of your most up-to-date
broch ure.
With all best \\'ishes.
Extra bed from 12 years: 150 5wF per day
Child reductions
to 6 years: free in pare nts' room indo breakfast
6-12 years: 65 SwF per day incl. breakfast
Skiing: downhill and cross-country skiing, snow-
boarding, paragliding, ice skat ing and tennis all
available.

Your~ sincerely,
We will arrange your chi ld 's ski school and baby-sitting
fac il ities.

Come to Davos,
Sarah Bowen-Lyons the internationally
Senior Travel Consultant, 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: metres a bove Sea
leve l in the heart of
Switzerland's
H<\~E'itic H"o"t!l
l't -.::( Feb! r
holiday regio n.
(Ut-~:)
lnternational
connections link
Davos with Europe's key cities and Zurich airport. Air
travellers can check in their bagg,lge directly from their
destination to Davos. The hotel bus will collect you from
the station in Davos Platz.

Developing the Topic
Listening
leo NOlJobilsky is the manager of t he Grand Bohemia Hotel in Prague.
You will hear him talking just after the hotel re~opened in 1993. As you listen
o answer these questions:
a When did the hotel first open?
b What was it then cali ed?
c How lon g did the present refurbishment take?
d How many people can the restaurant cater for at one sitting?
Reading
Leo Novobilsky described t he rebuilding of a traditional hotel in Prague. But is this
w hat business travellers want in t he hotel of the future?
Read this article to find out.
Seeking a
Grander
Hotel
rtquent busi nm rr.lvellers - known as "road
F M
warriors in hotel jargon browse they make
more dun twenty business trips :I year - want
gr{'ater ~mflha.sis on service from hotels before new
technological dt\'elopmenrs surh as checking in and
out with smart cards.
nlis was one of tht (tnml conclusions or [h~
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 "~'arr ior~ , on the
food for three months or more a }'ear, recalled how he
had been horrified by the ~rvice 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 sti ll {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 reservations 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 ntai ning cooracts with key stafT,
~ l like to use hotels whcre I know the general
manager,~ h~ said. "J thi nk 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
upstai rs-do9.'ostairs s}'ndrom~ of 150 years ago. He
ftlt lhe main requirement ~was the abilit}' of
rrception to grttt ),ou and welcome )'ou - and a card
in the hotel room s.l)'ing 'welcome back to rhe hotel'
SJ)'S a l ot.~
Bue Mt Jim Evans, Hp .n's seniQr market ing yict-
president, belirl·ed new te-chnology cOlild ~ i mprove
efficienc), and sel"l'icc, as ""'e!l as controlling COSts,
while still feta ining the human touch:'
He sUJ:gt1tcd rhat while the paCt of ch:lnge oyer
the past decade had been C'o'o lurionary. there ~'ould
ht ~ revolution on:r the nex t tin: ye-ars, ~ H o rels wi ll
(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 (echnology.~
HyaH W1S alre:idr txperimt'nring in America. with
techoology that enabled executives to check in co
pre-assigned rooms by using credit cards in rhe hotel
foyer to obtain a computerised room key and charge
cud.
\'(/hile technology ""-.15 changing for [he If'J.\·eller,
hI:' said. i[ WlS :liso l!"-4king reservations easier, Nexr
month Hy:m i£artS tri:1is to allow direc£ access to its
hotel in\'t'oro~' o,'er the Thisco u'l"el \l,'eb, at first
JUSt for frJ.\"el :lgeor) but e·.-emuJ.II~- for regular
It.l\'elleri as v.:ell.
G) Hotel Facilities
lr is possible that before l on~ guncs will be able to
hook their room . check in and check our, and r('(ei,'':
room st'c"ice from an auromated ki ((hen without ever
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';JIIS 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"'lSi ngly, the hare! room WJ.S l'ieww as a
plaCl: to do business, hl:nct the move towards built-
in work st<1 tions wi th modem poims , ,~ood 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 semi nar also indicated that businc:s.s rravelle.rl
had litde interest in enviroomeotal iniri,u i\'es such
as fewer bathroom toilecries or towels, and all
expected an increasing proportion of rooms - and
public artaS - to become ~oo 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-like appearance, Jarvis is
experimenting with the delh'ery of room sc-cv ice
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 words in the text to mean :
a to give someone the power 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
sentences? Choose fro m the ones in brackets.
a The hotel ben efits from high annual occupancy rates
throughout the year.
There is a sudden dro p in occupancy rates during January.
(although, besides, in addition)
b Earlier research had determined t hat the clientele were
mainly women aged between 20 and 45.
A campaign was devised to encourage this sector of the
market to come in greater numbers.
(therefore, despite, because)
c Many attractions appeal to visitors because they are very old
and historical.
Theme parks are a comparatively new type of attraction.
(conseq ue ntly. despite, whereas)
d Theme parks stretch over vast areas of land , often the size
of small tow ns,
Most are situ ated in the countryside,
(although, thu s, yet)
e Theme parks attract large numbers of visitors.
They are expensive to build,
(th us, however, in spite of)
~ 2 Complete this passage about a theme park near London
using suitable 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 world, (a) ....... .. ...... the
truth is that England oll'ered en~r)'thing we wanted,"
according to Clive Nicholls, Managing Director of
Lcgo UK .
Lego began looking at bU.ilding a second site in the
autumn of J 990 and considered "hundreds of' sites" before
narrowing the field down to a shor tlist of six - includ ing
three sites in the USA, (b) it was the
unique character of the 142 acre Windsor Safari Park site
that persuad ed the company to ilwest in England.
"For Lego there were four determining factors in our
choice: (c) ... ',. . ,., ...• the site itself was just too beautiful
to miss; (d) ............... _, its size also made the park the
ideaJ venue to bu),. These two factors coupled with its
aCCl'SS to the motorway nCh ,,'ork and the large catchment
area that surrounds Windsor made the site perfect for us.
(e) . _. ........ ........• Windsor is a tr uly inte rnat ional
{Iestination, which meam we should be able to attract many
"i~itors from o utsidc the UK."
(h'om Tourism Enterprise)
59
 Vocabulary
Adjectives
'1t:11 Use the words in the box to replace small in sentences a-d.
a Children love to visit Beaconsfield village where all the small houses are smaller than
the children themselves. miniature
b There has been a small improve ment 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 with slight
bu nkbeds, cupboards and wash ing facilities.
d The new air-condition 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.
substantial number
appreciate
b The breakdown of figures shows the percentage growth in each part of the hotel radical
market. illustrates
taken into 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 inconven ience
by return

d On writin g t his report we have thought about your

req uirements for a site very close to a metropolitan 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 station 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 the f:\'/ Ventures Department of Them es
Galore, a company 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 lation are those peopl e who new theme park.
Look at the information about the two sites given below
b Tourists are both .. . and and decide which would be most suitable. Write a report
who are staying within that .. ... ....... radius. for your MD outlining the reasons why.
c An affinity group is a group 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 questions are: do we have a site in an area where o Vi llage (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 reasonable .7 No. of international visi tors:

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 international leisure group is considering open in g a new
city attraction in the centre of Konstanz in Germ any. They
have commissioned a report on the area.
PRODUTIA
Complete this extract from the report using the
conjunctions in the box.

however in addition 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,
JOOlinating the shoreline, (b) ................. lying in the centre of an
=co of outstanding natural beauty. (c) . ........ , it is of litde 0 Vi llage (pop. SOO)
Hotel
SC-'jJrise to learn that Konstanz, with a population of 75,000, anracts *
(f) Airport
_ ,'?f 200,000 overnight visitors 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 Proposed 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 visitors :
400.000
-c iday regions (e) .............. its closeness to the island of Mainau country is a popular international
, =50km
tourist 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 attraction
in their area.
Read the article about a new hotel in Japan and answer the questions:
a In which city is the hotel?
b How tall was the previous Kyoto Hotel?
c How were t he owners able to bu ild a high-rise hotel?
d W hat does the city's name mean?
e What is t his city famous for?
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 ga tes 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
(iry '~ Buddhist monks as an unwelcome
inrrusion inro the historic character of the
former imperial capital .
"The cicy is cdebr::ning its 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}'ing the 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 addi tion 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- character of
the city," rhe monk said. "Mammon ha.~ won."
The hotel own('rs were abll' m get a
relax-ari on 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
houses and corner shops, many filled with
tourist trinkets for the 40 million Japanese and
1 million foreign visitors, but some of them
still displaying rraditional <:fafes.
AbO\·f' aI! , Kyoto is famed for its palaces.
castl es, shrine's, temple'S and g3rdens. It is
estimated (hac there are about 1,500 Buddhist
temples and 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 direcror of the
Kyoto hotd, responded: "People don 't waor eo
live in old wooden houses and become victims
of construction rtsrrinions."
In reality the monks have lost the batrle, in
the courrs. The judge said they suffered no
inconven ience from having to live near the
eyesore.
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
and including more than 2.5 million sq. fr
devottd. to a shopping mall 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
~ele phone 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 worl d-famous Sunday marker; Record your text onto a cassette.
it is held in Middlesex 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 Commercial Street, London • 07te o/tfte~,l2dJU<lar p/erCM to uid.tf';' limd¢!
East 1. This covered market is si tuated on the site of df tire weeAM,,(
Londo n's original frui t and vegetab le market . It's near
L"-erpool Street underground station. It 's open throughout
the wee k selling all types of craft goods, bm the best da}'
• .hut!UnL tiJ.90: SatunL4qs dYJ'''''~ iJat_e;c
<:0 \-isit it is Sunday when it 's home 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 yo u . . 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/the hotel
d Students are all owed 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 Th ey/earn/more 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 registration form, I .
the key.
i You can go to the Savoy for dinner as long as ............... .
not .. jean s.

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 about tourist Words for the parts of a theatre are different in British and
information services in London and about the qualities and American En glish.
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 require.

Language Focus 2
Intensifiers
O· listen to Jenny McGee again and complete these extracts
using the missing adverbs:
a "listening sk ills are. .. ... essential"
~ " able to speak ................... know led geably about London"
.: "are computerised: a . . .. good telephone man ner" 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 ........... "' .... .. ... mild 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.
: The gu ests felt that the excursion had been.
D D
/ "'~'''"''
foyer cinema
overpriced.
.e This morning everybody was ..................... busy in the

:
office.
1~ was a/n ... .......... we ll-organ ised excursion.
D Interval D
; owadays hotel managers are .............. ............... trained.

absolutely perfectly
D movie theater upper ci rcle D
slightly exceptionally
terri bly
highly
really D stalls cloakroom 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 its
historic buildings, street markets, speciali st shops,
plen tiful pubs and r estaurants, is (a) ..... .... ....... .. whieh
was fo unded in 1934 to pl'omote understanding of the
history ami future of Britain and Ule sea . Learn why
Britain "rca me a lea ding maritime power and of the
importance of peopl e 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 class ical style. It has been fu lly I'estorcd to
its seventeent.h-century splendour.
(e) .
Here, John Flamst.ead, t.he first Astronomer Roya l, bega n
ili s work in IG75 t.o ca lculate time at sea - an essential
requi rement for explorin g ant! mapping the globe. Visit
Sir Christophe l' Wren's oct,agon room and clisGover til e
story of time and astronomy. See the largest I'e~'acting
telescope and a unique collection of histot'ic timepieces.
(d)
The IVtlI'ld's only museum of its kind . Th ere are
permanen t exhibition s 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 separa te
movable steel gates. \Vhen rai sed, the fOllr main ga Le~
each stant! as high as a five-sto rey building and as wide
as the opening of Tower Bridge.
In.
An awe-inspiring outing 1'0 1' all tile fa mily. This
U-475 was in active sel'vice with the Ru ssian BaltiC fl eet
until 19()4 having spent Iwen l.y-seven years prowling the
oceans on surveillance dUly Explore til e engine rooms
and eonlrol stati ons; experience tile crmnpecl condition s

A The Thames Barrier B The Date Lin e C The Fan Museu m

o The National Maritim e M use um E The Russian Submarine F The Quee n's Hou se
G Th ames Bridge H O ld Royal O bservato!}, Children's M useum

Writing 2
Yo u work as a tourist information clerk in the Touri st
M.... •.... i!:e anr:t I a .. e plann; no to ,ornE
Information Centre in York. OVQI,' to the UK intbe t?arlj- tall WIth
You have received th is e-mail message. OUl; young son . w~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 ad'~'ls~ wtler e .....e: shcuJ.o
gQ ~nd what ~~ should see at that
l im~ of year.

t"lea$t? send mol fu~l tlet41.ils .

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

1. Howard
';t,. s·
tIfo; e-mall numb~l: 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 ~it 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.::al JiB of 1973.

3 National Railway Museum DiscOH:.r hOIl"

British social hi5t o~r arlll mil trm'e! (lrc JinkeJ.

York Minster
Vis;t the Jorse:;t
5 The World meJiel'al
of the Minster cochttiral in
Offers a.fd.~dntlrjn9 Northern Europe.
insight into che lye
and times '?IpeC'ple
on", a ~r ioel of
800.years.

6 York Castle Museum A mUSl'um l!f

, - ------, e'·er.J'J~f IfF· Relil'c ~hoppin8 as it usd to N
in nineteenth-century' EnSJ.JnJ. Compare) OUT
}ift~·fJ·Je lI'ith our period rooms and SC"ttinss.

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

bocanit'rJl sarJcm, tllis mU.~eum di splays .~omc ?f
cheJlnest Romatl, tlnS]O-SdXc)tl, l'ikinH ./OJ

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

(omplerelJ' JurlOundC'J b) ilJ Halls . .Jf.Jke a
complece ci,,;uiL on.f(J()( t e) appudau the
~- - - -,·""'-"-
" I ...! VA 0I i

superb "ic H'S anJ the hi.\-lO~" <1 Englund.

67
 Marketing
the Past
Revision
Speechwork Writing 1
Pausing, stress and pitch ~ Yo u work as the Skyways Holid ays rep in Buftalo, USA.
o 1 Listen to a guide describing 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 li ttle bit about
• the time of departure and return to th e hotel
w hat you 're going to see and th en w e'll head down to
the cost of t he trip
the boat ride , First of all, I want to tel l you that yo u all
how or w here guests can get tickets.
look very beautiful and handsome in your w hite coats .
You' re very disting uished - loo king.
See page 92 of the Course Book for an example.
OK. The falls which are dosest to us here - these are all
the American Falls. Th e American Fall s st and one
hundred and eighty-four feet high and go one
thou sand sixty feet across, If yo u look at the end of the
American Fall s, yo u'll see a small island right past t hem
and there's the little fa lls that're cal led the Bridal Ve il
Fall s. In the even ing they'll shine two w hite lights on it
and the water looks like a bride's ve il as it's going 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 then th e falls straight ahead of us are the

Canad ian Horseshoe Fall s. They stand one hundred and
seventy-six feet high and go two thou sand two
hundred feet across. So the American Falls are taller but
the Canad ian are tw ice as w id e. And again w hat you
see rig ht now is only 50 per cent of the water that can
actually go over. The other 50 per cent is taken away to
prod uce electricity. So now we are going to head around
the corn er and take the elevator down t o the bottom
and we' ll take the next boat out of here, So if you' ll
fol low me roun d the corner we' ll all go dow n to the
boats together.

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 uses
Add t he information in brackets to each senten ce. maki ng 2 Add co mmas if and w here necessary to these sente nces :
one sentence with a relative clause.
a In Iron Age times large defensive earth works w ere bu ilt to a The group t hat was due to visit the port this afternoon has
protect agai nst invaders. cancell ed th e tri p.
(The earthwork s are now beneath the castle. )
b The port of Dove r w hi ch handles about 5 million t ravellers
each year is the busiest passe nger port in Britain.

b One of the lighthouses still stands tod ay in t he castle grounds. c Th e huge outer harbo ur which was bui lt at the beginn ing of
(The Romans bui lt t wo lighth ouses.) th e twe ntieth century is now used in summ er by wi nd surfe rs
and din ghies.

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

e Peter w hose job it is to ru n workshops for school chi ldren

d The keep of Dover Castle was built in 1180. enjoys his work very much ,
(It is one of th e most imposing and impregnable fortresses in
The build ing wh ich stan ds on t he w hite cliffs above the
Euro pe.)
t own is Dover Castle.

e The underground tun nel s we re bu ilt in th e thirteenth century.

(They w ere used as air-raid shelters d uri ng Wo rld War II.)

Speaking
.... Yo u work as a to ur guid e at Stratford -upon-Avon in
England, t he birthplace 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 talk.
5 Ro~ .. 1 S h ak('!" p(~a r r. Th r at rc
Practise giving the talk. Then record your talk on a cassette. • huHL in 1962
• produces S ha kt."~pea r~ an p l ay~
Slaali:rsprare 's blr thplacr. • adjOining th ea l r~ r iC'lUfl' ga llery and
• ;pical milJdltx l(lss furniture tof Ihe lime mu:-.cum willi paintings and C'oslUmcs
• s.ales p~dr(' hurn in ulIslairs N)Om r---~~--~, 01' famous urli».l}; and aChlrs
" a lA' jnJ o~ with Signatures of other
famous playwrights
(j Han'al'd 1I01lS('
• home of John lIarv;l rd, who
later emi~ra LC d to USA an~1

~
2 Hairs Croft
• medi eval hou"c rOllndeti l-lJl'vard llniwrsiLy
• home of ShakespeliT'e':$ daughter,
: - Susa nna. who married 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 400lh
century medical equipment (Hllliw rsa ry 01
S h a ~ es rlt 'a rc'=, I,irth
~ '"', Placf'
• il study Crnl rt"
e telgh t by Shakl'SI>l!are in 1597
e p:rlllanCflL Ic:-id('Ju:t: trum Iioly 'IH Il It~' (;hul'ch
11 till hr dicd in 161 6 • Shakespeare"s hal)lism <lilt! burial IWortts
• nile t'Jt llll1 p l c~ Of 15th-century \\,ood-f arving.,

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

.....ught") an~ 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 Th e staff are trying to prove to British youth that it is
important to retain the past. o
a o d The way a custodian behaves is important.
e A scalomobi le is a type of wheelchair.
o
o
f At Dover Castle they sell good -quality so uvenirs. 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.
(You may use each word more than once.)
c ....... o wireless galley cannon
toga fort artillery
radar chain mail archer
monastery centurion 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 yo u are goin g to give a talk
about life in the castle during the Middle Ages to a group of school ch ildren.
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 ryi ng to attract not ju st fore ign but also British visitors, and to
encourage th e general public to be more aware of their heritage.
Read the article and answer these questions:
a W hat, accordin g to t he writer, were Victorian museums like?
b In w hat ways have British museums changed?
c What are the disadvantages of these changes?
Fossils Get into Showbiz
Roll up, Britain's museums are turning into theme parks!
e O\ve our great muse ums largely
W to [hose much maligned people,
the Victorians. But their ideas are not
ours. "Teach boys and girls noth ing but
Facts, Facts alone are wanted in life."
That was Gradgrind in Dickens's Hard
Times, and you can imagine something
of the same austere spirit pemleating
the Vic torian museum: art, relics, facts
being presented in dusty cases, bereft of
context or passion, to be observed in
silence.
If museum s had stayed li ke that, we
would not ha ve 2,500 today. But
muse um bosses reali sed that their
institutions had to shed their
forbidding image or die. However, a
Muse ums and Galleries Commi ssion
working party compla ined in 1992 that
the standards of di splay in many
museums were still appalling. And a
survey by the London museum s to
find out why peopJe were not viSiting
them was called "Di ngy places with
different kinds of bi ts."
Other factors spurre d change. In the
19805 the government forced a climate
of "self-help". Adm ission c ha rges
were introduced; c urators were
encouraged to take crash courses in
marketing.
There were some s pectacular
successes. Towns discovered they
could make a virtue out of industrial
decli ne by converting a disused mine,
factory or mill into a mu seum;
suddenly, they were tourist attractions.
Morwe llham Quay - a former copper
mi ne in Devon that has been virtually
reincarnated as a Victorian viJIage, to
the edification of thousands of vis itors
e·ach week - is a classic success story.
Even more radical is the sea-change
in presentation. 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 soldier
stationed at Hadrian's Wall, he can,
Even the big institutions caught on.
Madame Tussaud's opened a £ 10
million "Spirit of London" ride that
whisks punters through Londou's
history. Similarly the To wer of
London's attraction, the "Medieval
Palace", has experts dressed in
thirteenth-century garb, and thirteenth-
centu ry replica quills and chess sets to
help the punters get that Middle Ages
feeling. This is the theory anyway.
Then there is the "Spielberg factor":
mu seums cashing in on the media
eve nt of the mo ment. Did you think it
was a happy coincidence that the
National Maritime Museum mounted
its "Pirates '" blockbuster at exactly
the time when Spielberg's Hook was
released?
Plenty of museum people think that
commercialism and an obsession with
access ibility have been carried too far.
They claim that museums are
becoming degraded as centres of
research, conservation and scholarship.
The public cannot tell the difference
any longer, they claim, between the
dinosaur theme parks out to make a
quick buck by throwing together a few
plastic stegosauru s replicas in a field -
and the Natural History Museum,
which has the real thing.
Last month 's J\1use um.t Journal
carried a causti c artic le by Peter
Jenkin son. the head of museums in
Walsall , which summed up th ese fears:
"We appear to be moving away from
the ideal of access for all, to a new
environment where access is
dependent upon the ability to pay;
where the es tablishment of
programmes is based either on cynical
or snobbish assumptions about what
wou ld be pop ul ar, or on the
sponsors hip that might be available;
where subsidi sed museums that do not
attract large audiences are seen as an
unaffordable self-ind ulgence
Three-minute culture has come to
muse ums."
(adapted from The Tillles)
 ~ Marketing the Past

Vocabulary 2 Writing 3
~ 1 A survey mentioned in th e article Fossils get into showbiz Read this extract from an article 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 into sections,
b Dark, dirty places with badly organi sed collectio ns,
K an EliZdbcthan
m anor hou!lc
in Suffolk. Eyer), June
c Romantic places with many surprising and interestin g items. and July the h ou$c and
farm arc run a~ if the),

2 Having read the article, which words in the box would you w{'re still in the
associate with Victorian museums and which w ith modem- sixteenth century. The
day museums? Make two lists. "cast'" of about 700 is
chosen fr om about
2,000 applicants who
academic dingy realistic then have to Icam as much as they can about t.he
accessible dull silent sixtc(~nth century and p()s~ibl)' also Jearn a I.kill , ~uch a.\
attractive exciting sombre wcaving. They dress in Eli:l'.ahc·than costUIll(!S, farm in
authentic free subsidised the Eliubcthan way. cook Elizabethan fond, .'i ing
bright hand s~on unattractive Elizabethan songs. Thc} tr), to recreate the past a.s
cold interactive unfriendly authentically as possible. Howcxcr they do no t portray
co mmercial lively uninteresting starving. di5Ca.~e· ri ddcn beggars <lnd they do take
dark musty use r-friendly showers.
d'rty real welcom in g
Tickl!ts cost L9. 00 for' adults .mcl L6.00 for
ltidDrian Museums Modern-day Museums chi'dn~n, A fam ily ticket ('osts £30.00.

You work in the marketi ng department of Kentwell Hall. The

marketing manager has asked you to write a half-page
ad vertisement 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 differen tly.
For in stance: 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 fu ll 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. Th at ....... be him now. 0,
b Th e conference organiser promised to ring us around 1. p.m.

9 prin cipal principle h steak stake c W here's Pierre? He .. have returned from th e 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 pai rs of sentences and underline the stress in
each of the italicised words.
a We need to import all our fru it 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 ware house on time .
e Th e delegates onl y left an hour ago. I D'~J An.
c Most of our business cl ients are members of the freq uent- suppose they ... have arrived by now. Traia Il!JIj 14.00
flye r 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 Capetown 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 transfer was made by phone. depends on wh ich general manager is on duty.

o listen to the tape and check your answers .

"~
~~A~
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 yea r. 'llz""
~
The hotel ............. re-open till the New Year.
 Gil Business Travel

"$I 2 Rewrite these sentences using the words 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 convention 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 Th ere's little likel ih ood of finding a guest speaker at such short notice. (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 profit on our catering this week. (possible)
h I' m sure there' ll be 300 delegates at the convention. (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 Zurich
There /lre eight con ferenct'! rooms, ranging in size from th e lSelcC't Simoll Room.
whi ch holds thirty delegates, 10 the Grand Hal/room , h'hich ~p,a ts 200. All our
conference room::; are fully ("quipped.
All our 200 private rooms are df'luxe dQubles.

IJQuble rQQnu 330 SwF

SuilCJ 550 SwF
24-hQllr mlljerellee rale dinne-r. double room (single occ upancy),
breakfast, mid-moming corr~~, 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 r~il eOIlO(~tion s frum Zurich
10 all the major cit if'.~ in Lurope. Tilt' hOlel i~ fi\'e minutes from the mo\orway int~rchangf".

00 want to encourage local business as well as international

:nmpanies to use your hotel.

Write a template - promotional letter (one that may be sent out using mail
merge") offering conference facilities to large and small companies .

.. :.emplate letter:
:t standard lene r which may be used to give general information and which can
~ sent out to different people with minor amendments made. Gaps may be left for recipients'
~ :md adJres~s and [he lener can be used wit h a mail merge fac ility.

•• :nlil merge: a word processing facil ity whereby a standard letter can be pri ntetl many rimes
different names and addresses (for example from a mailing l ist)
75
 Developing the Topic
Vocabulary Listening
Conferences and meetings o Fiona Stanton works as a travel consultant for a conference
venue agency. She is giving a talk to a group of company
W here are these people going?
Match the sentences with the words in the box. secretaries on choosing a conference ve nue. Here she is
outlining 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 fair 5 board meeting

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

a A group of hoteliers 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 cl ients. o 4 .. ....... ofyear
c An international group of tour operators meeting to discuss 5 Transport requirements:
global prob lems. 0 • air connections
• rail connections
d Hotel staff needing practical know -how to improve their • road connections: .......... facilities
work techniques. 0 6 ......................
e The directors of a company going to the ir monthly decision - 7 The conference
making 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-visual closed-circuit •
acoustics exh ibition delegates 8 Refreshments in/outside
auditorium synd icate
9 ............. reqUirements
• private dining
• public restaurant • buffet service
The Regent Confereo(t' Cf-nnc can accommodate 700 (a) ...
• formal dinner
The main (b) .. . ha(' ~ea(ing for )00, although it can be
•
divided ioto smaller area~ by using specially designed (c)
10 Accommodation • VIPs
part itions. There is a lOO-seat lecture theatce, which has excel/ent •
(d). . .. It can be li nked via (e) .. telev isions to the f e ll
11 ............................. . • Sightseeing
(f) . .. rooms (idtal for smaller meetings), all of which h,we • sports
high-quality (g) .. . .. equipment. Finally, there is an (h) .
• pub visit
• discolcasino
lull to display advertising material, products, plans and modds .

Writing 2
~ You work as an incentive travel consultant for a large
international company.
Using Fiona Stanton's checklist from Listening, write a set
of instructions for a new trainee.

Reading
Women Business Travellers
Unfortunately, not all business travellers are satisfied with the services t hey receive.
Read the articl e (below and overleaf) abo ut women business trave llers.
Sentences A-E have been removed from the text. Match them to the correct boxes.
A Yet wh ile SCC U!'ity is considered
B Vanessa CottO!!. another frequent. bUsin ess
importam by women business
t ran~lle r who is managing director of the Event
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 ho tel
rescl'vations agency EXIJott:1 to find out
which are t.he best and worst hotels for
women travellers. Expot.('.1 claims th aI,
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 we r'e 1.1'ea tecl in hotels. It
concluded that abou t three-quarter» wOI'e
u'nhappy with the security tlwa r'p,ness of
hOLCI stu ff, Hnd, in p<.u'Ucul,rr, thouglllillore
could be (lone w conceal r'Oom numbers
when checking in. About 57 per cen t
Iweferred to have room service delive red by
a woman, especially late at. n ight~
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 fac L. have a ra t.her
OrganiRalion conference company, says the
secreL is to take (;on! rol. especially when
en tertaining business g1J C ~l.s.
E Every time business traveller Piona Driscoll ~tays in
a hotel from now on, she will ha ve Ihe opportunity 1.0
get her own back for any lapses of service and.
especially. any bias against her as a woma n 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 bU Siness
t.ra\'cll('.r8.
ambivalent aLUi.ude t.oward s women
executives and how th ey shou ld be trea ted.
Some, such as the Hilton Na tional and
Sheraton cha ins, believe the l'c is 110 need
for positi ve 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 gues ts - 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.- say~ Hilton.
These typically have an iron and ironing
board, spyhole and deadlock on the door,
special clot.hes hangrl'S, women's
nra~lIl.in es and a basket, of fresh fruiL.
Decor is lighter than that foun(1 in a
slandanlroom. iVlcn arc not exc luded from
booking the~e roorns Wid. in facL oft.en
r'equesL them because of their addU ional
fac ilities and lightel' Bt.lnosphe t'e.
lIoliday Inn is somewhere between Um
twO extremes: it rloe.s lJot have special
room facilities ror women. bul has
developed its Ten Abso lute 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
locatio n.
Box 4
A survey hy Ramada hotels found that
abou t. no !JOI' cenL of :;olu womrll travelters
pl'cft.:J' to calt room service I'a ther I.han Gat.
C9 Business Trave l
C Probably Ihe biggest irritation
women executives nnd when
t.r<lVcIHng on business is the
hOlel re staurant..
alone in a reSt.auran l.. Hyatt acknowledges
t.hi s hy trying to jll'ovide more imaginat.ivc
and lighler meal s on its room service
menus. "We also rccogn ise lhc need for
two tablcs in the room - one ror eating and
on e for wo rking. as husinesswomen spend
mope time in the t'oom,~ sa ys John Wallis.
Hya tL's vice-president. fo r markellng.
However, 1I0t all womr.n nnd
restauranloS inJimidaJing. Pamela Carvell.
a form ..' direclor of Ihe PeriQuiW h O I~ l s
group and now a hotel Gonsulrant. says
tha t. "thc more experienced you are wilh
Slayi ng in hotels. I.he easier it brcomes
knowi ng 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 ra ther than in her rOOlll.
I Box 5 I
"I plan my campaign in advance,H she says.
"I get. to th e 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 t.h (~ host and not. hos tess. Then I
make sure I'm sitting cornforl.ably. wit.h a
dl'ink, before my guests arrive.-
Some hotcls have tried in troduci ng I·he
American concept of a "captain 's t.abl c~.
where single women {::uest.s (and men, too)
(line lDgelhcr, allhough there seems little
enthusiasm ror thiS. Similarly. women-only
hotels in London aimed at lhe woman
business I r'm'ellel' tlHve failed 10 make
much im~re~sioll.
Par t or the prohlcm women executives
find in ho te ls may he owing 1,0 the
relatively few women geneml manage rs.
(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 with 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
lo~k at the grid, then fill in the correct headings for each column.
uSing the words from the box below.

determin er

the girl
beautiful youn g f air Swedish plastic hand -made pots
two large slim
his old red Venetian leather shoes

size material
origiirn' <shh.apn,e_ 'h"e"a'''d~n=o=u~n:---v~a~lu-e---d:-e~te-r-m-i-n-er---a-g-e-----------'
co mpound co lour

2 Decide if these sentences are correct or incorrect. Correct the sentences that are ' wrong
a The two shopping colourful baskets were hangi ng outside the craft small sh .
b The dynamic you ng busi~essman walked into the en·suite lu xurious bedroo~'
~ ~~eYpsaw many rare e~otic tropical plan ts on t heir long ard uous hike t hrough the jun gle
The ortuguese attractive 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
Complete the gaps in this extract using suitable words.
you will be able to leave them with carers in
canals and the occasional cobbled street. an area equipped with c.om.puters, crayons,
here are many advantages to staging an
T~ Europe exhibition in Copenhagen.
Among the highlights are the A.mclienborg
event such as thi ~ year's cultural capital
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 cultural events will take
(I) ........ ...... .......... ................. not all
within a striking distance of the museums and galleries is the high quality of
Copenhagen is steeped in history. Half an
a>dbuspladsen (town hall square), noW a food, drink and se-rvice. a reflection of
hour fTom the centre of the town by train
p:destrianised area. standards generally in Denmark. They are
and bus the view swi ngs 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 ivalent 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 mu seums.
huge international 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 probability, most hotels w ill soon have installed irons in
hotel bell for assistance.
their rooms.
c .... you have a valid visa and the stipulated
SAFE. It'5 a 5afe bet that m05t hotel5 wi ll 500n have
vaccinations, you won't be allowed entry.
installed irons in their rooms.
d If you want to get around London cheaply, you
LI KE LIH OOD. Th ere '~ ellery likelihood that moe:.t hote l~ wi ll
.. .. ... .. .. . buy a trave lcard.
e:.oo n have ine:.t.alled irone:. in their roome:..
e If I'd known you knew the manager, I .................... yo u to
introduce me. b There's no way they'll allow him to travel w ithout aticket.
As long as you book the tab le before you go, there CAN'T
........ a problem. IMPOSSIBLE
9 Entrance to the museum is free, ..... ......... that yo u 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 delayed.
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 world.
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
completed in 1930.) The plane must have landed by now.
BOUND
b Athena was the goddess of war. (Her father was Zeus.)
SURE
c Visitors to London can spend a day in the Tate Gallery. (The
Tate Gall ery contains exhibitions of modern art.)

d The British Museum houses the Rosetta Stone. (The British

Museum was completed in 1843 .)

e The guide 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 secon d daughter of Henry VIII /become
Queen of En gland 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/said 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
Listening 1
Interviewer: You said that many Romans take more
than one holiday a year. Does that mean that you
are always busy?
Te: Well, not re ally. Romans consider certain times
of the year to be time for hol idays and leisure, and
others for work.
Interviewer: So w hen do the y take their holidays?
Te: Of course, August is the traditional holiday
period when most Italian firms dose. Then there's
the New Year and Easter when a lot of Italians take
.c..n extra holiday.
Interviewer: And where do they go?
Te : It depends on th e time of year. You see , in
August the y are likely to have two t o three weeks so
they go to the States. or South America or Sard inia
Interv iewer: And are these sight seeing, cu ltural or
2:ctivity holidays?
Te; No, They are mainly beach holidays, We Italians
e the sun, and by August we are also tired after a
bng year so we need a relaxing holiday, doing very
ittIe, 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 the y
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 Ital y: to
::-Ie Alps or the Dolomites, But if they go to the
:reach they' ll go to the Maldives, the Seychelles or
T.e Caribbean,
telViewer: ! always thought many Italians went to
;:DOdon, When 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,
Interviewer: 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
listening 2
~iewer: So where do you send your clients?
-e: Well, t hose who go abroad go to the States;
::-.2.t's the most popular destination, or to the Orient,
= ',\exico and then to Europe, in that order. 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
~lar 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 particular in the Far East?
-::: To Thailand, Singapore, Bali and India mainly,
~gh we are getting quite a few for Sri Lanka and
~ '.\zkfives. and some want to go to China or Hong
..:rg.
.=esviewer: And what do they do when they go so
C' a..~d? Do they go for sightseeing?
~ Some sightseeing, yes, but also the beach . Until
~-tiy the holiday maker w as content with 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
~ure , to learn something about the 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
~-centred holiday.
~-jew er: W hat do you consider to be the most
-c;c ~ces that Sicilians now go to?
T C: Mexico without a doubt. You can find
everything there: arls, colours, good people, good
places to have sun and very good food .
Interviewer: For how long has Mexico been popular?
TC: For a long time . I've worked here for nine years
now and it has always been popular. However, 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?
Marin a: I stud ied tourism at college in Italy and I'd
like to work in some area of tourism, but at the
moment I'm still not quite sure w hich.
Antonio: We all are interested in tourism, but don't
know in w hich field we should look or how we
should go abou t getting a job. How did you start,
Kitty?
Kitty: Well , I started by doing three years at college,
traini ng to be a hot el manager. While there, I
worked part-time 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, whereas 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 ati ve, show the
enthusiasm , that you're interested in making hotels
your career - and in that way I went from waitress to
assistant restaurant manager to restaurant manager,
and then across to conferences, and I've finally
landed in sales now, in th is hote l. So, as long as
you're showing initiative 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
Listening
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 currency. And
once you received it you could 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 down. W e
were free to travel. We no longer needed a visa.
Everyone had to go abroad just to prove that it was
true. So there were queues on the frontier. Everyone
went out of the country in the morning and came
back in the evening just to convince 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 hav e sw ung to the other
extreme. I think that market forces w ill reduce this
number qu ite quickly. But Czechs love to travel and
as the economy improves, 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 will 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 budget 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 will 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 offer, Of course, foreigners could 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 buildings 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 workers' and student accommodation.
And so we adapted and refurbish ed the workers'
accommodation as fast as we could for these new
tourists. Many internation 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
Listening 1
Official: It's not always a case of w ho comes in large
numbers as how much they spend . The biggest
spenders are still the Americans with £1,486 million .
Student: I suppose that the Japanese come a dose
second?
Official: 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 number 2 wi th £635
million, w ith Ireland at number 3 with £424 million
and France at 4 and Italy at 5 close on thei r heels.
Student: So Britain is still popular with Europeans?
Official: Yes, of course
Student: And how much do the Japanese spend?
Official: 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 .
Speaking
a The bo x office is open daily from Monday to
Saturday from 10 a.m. to 10 p.m. The telephone
number is 0171 304 4000
b Hampton Court had 543, 061 visitors this year,
which is a decrease of 6 per cent on last year.
c There are 2.335 Deut schmarks to the pound
sterling.
d Twenty-five pounds times 2.335 Deutschmarks is
58.375 less 2 per cent commission .
2 per cent of 58 .375 is 1.167 Deutschmark s.
58.375 minus 1.167 equals 57.208 Deutschmarks.
Listening 2
Interviewer: 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.
Interviewer: And w hat do they do when they come?
Signor Pacini: Th e Italians mostly want to be able to
enjoy the sun and the sea. Though of course, there
are many other reasons why Sicily is so popular both
with Italians and foreigners
Interviewer: Such as?
Signor Pacini : T here's the fad that we have here
examples of almost ellery period of Mediterranean
culture, from the Greek period righ t 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 geography and geology, the terrain and
the fl owers and wild life.
Interviewer: What, in particular?
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
geological formations and also of climatic changes
that each area is entirely different. 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 the countryside, to spend some time on
our glorious beaches, though they are now far more
activity conscious and more interested in \lisiting
areas that are not established ~tou rism resorts~. But
they also want better services. In particu lar they
demand, and q uite 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 cultural
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 Holidays. Carla
speaking. How can I help you?
Mrs Pinotti: I'd like to book a hotel in Frascati for
myself and my husband for a few days.
Carl a: Do you know when you'd like to go?
Mrs Pinotti: Yes. During the wine-making 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 comfortable 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 patter 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 throughout your
dealings with the customers, right through the sale
and into any subsequent dealings. However, it must
be established before questioni ng can take place.
Why do we need to questi 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. Sometim 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 in vites 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 ~ What
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?". ~ How long
for?". "When do you want to go?" Hu man needs
are catered for with "what" questions: "What sort
of holiday do you wa nt?", ~Wh a t 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 interconnecting rooms. Then there's place,
the destination may be of paramount importance.
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 budget 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 "why"
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
Listening 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
public'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 like ly to be a price war and
that we should wait before buying our hOlidays as
prices would 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 families 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 longer 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 this
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 would 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.
Marianne: 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
Listening
Bill Morriso n: 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 language, 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 favourite hobby. Angling and golfing holidays
are very popular, with the number of golfing holidays
growing. You know we have some of the finest
greens in Europe and they are relatively 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\liously companies 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 Morrison: 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
believe 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 sce nery, they'll come on a study tour, an
archaeological tour, an Irish music tour. so that they can
learn about the life, the history, while they see the
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 discovering the 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 ~e 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 operators'
fair and Dusseldorf's boat show for instance, but we
won't be represented at the Equestrian 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 tournaments.
We al ~ go to the angling and game fairs as well as
attending the major 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
television programmes , We also receive publicity
when journalists include Irish holidays in their travel
sections. So every year we help journaliSts to travel
.:round Ireland . This year we'll assist 300 British
JOUrnalists and about 80 to 90 German journalists.
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, the
" 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 interest . 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 al~ 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
Usrening
iaah: So Bob, what was this holiday of yours like?
icb: The trip started in San Jose in Costa Rica, where
~ all met before setting off,
iaah: Er ... but J thought San Jose was inland, miles
~the 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 guides and did some shopping. But it
'25 2. nightmare.
iirah: What do you mean?
leO:: Well, these ecologically-minded tourists are
~c.emed about what everything is made from . 1
-:.-:ed to buy a crocodile bag for my wife, but
_ ::: I ? Here the country is swarming with
:-:odiIes but is there really a surplus? Eventually the
thing I bought was a water canteen since I'd
~:ten to pack one . But it was a leather one. So I
...:z ~<ed 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 certainly 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 jungle paths,
and this the crew did.
Saran: Er ... hang on. Help? Jungles?
Bob: Yes. You see, w hat everyone in the 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 cruise I
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 while
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. What about teaming anything 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 would have to appeal to a very small and
specific market. To do this we would have to be sure
of.
9 Transport
L i stening
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 Thomson 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.
Dominic: 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 changes in
demand from different airports, the timing of the
summer brochure launches, I also have to take into
account ou r profitability targets, maintenance
requirements, and the efficient use of the aircraft
and their 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 operating hours and
noise restrictions.
Dominic: 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 brochure 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 last
minute, because in order to put this plan into
practice we have to have lengthy negotiations 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,
Dominic: 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 take our core
system work-station 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
Chris: Well, we booked a holiday in an apartment in
Sa Punta that was described as ideal for those
seek i ng a quieter re laxing h ol iday. But it was
anything 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 were kept awake by the
noise, It was dreadful.
David: Did you write and ask for compensation?
Chris: Of course we did. We asked for £600 but
they only offered a mere £100,
L i stening
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 important
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 little 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 carefu lly, 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 your
company. So never blame anyone else for an error.
Always give accurate infOfmation. 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 with Austria
Hotels, it was totally refurbished 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 individuals 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, ~te!lite TV, etc." 146
beds, seventy covers in the restaurant, th irty-six in
the coffee shop, and 110 in the ballroom.
Interviewer: And what 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 se nior 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 world wide. 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 nee d any
transport. So we should appeal to our market. Our
staff all speak several languages. The hotel is being
well-marketed. In fact, even though 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 eve rythi 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.
Interviewer: 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 excell en t chef and everyone
seems very satisfied.
Interviewer: And what will you be doing for your
Grand Opening?
l eo: Ah yes, well everyone is com ing, people from
Prague, famous people, compa ny directors, city
officials ...
12 Selecting Locations
Listening
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. Build ing something of the
right size and scale is the first priority.
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 ntial group
population of the area. If you then work out how
many of these people are likely to visit, then this will
give you the penetration ra te.
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 li kely 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 nity group 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 majori 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 several sites where you are
negotiating at the same time. Then you go ahead
with planning and designing your park.
Interviewer: Yo u' 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 destination. If t he land around is
uninteresting, the park appears more luxurious.
Disney created Disneyland out of the swam ps of
Orlando.
Interviewer: And how important is climate?
John: Oh, it makes very little difference. 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
difference . What makes the diffe rence i s the
penetra tion rates. In fact, hot weather is very bad for
city locations. People don't want to go inside if the
sun is shining.
Interviewer: So are the cri teria 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 the 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 famo 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 ex hibition 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 centre 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 si ngle 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.
Listening 2
Jenny McGee: The london Tourist Board operates
four Tourist Information Centres . These are situated
at the poin ts of entry, the pOints of arri va l into
Lo ndo n . The busiest one is situat ed at Victoria
Station and there we deal with 2 million personal
enquiries 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 trains 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 office in Se l 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 locat ed at the new
Waterloo 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 offices 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 the
world 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. Hopefully,
we can help anybody who comes through.
Communication skills are paramount, not on ly
foreign languages bu t also the abil ity to t alk to
people and to be able to listen, so listening skills are
absol utely essential. Being able to speak rea lly
knowledgeably and enthUSiastically not just about
London but also the rest of the country as well is also
important. So they have to have some knowledge of
the United Kingdom .
So those are the main ski ll s: languages,
interpersonal 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 tourist centres are having to
raise income to fund the services they offer.
14 Marketing the Past
Lis tening
1 Down on the gate is where we take the admission
money. And for a site like this, the charge is really
quite cheap, but a lot of people are quite 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 -What 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 McDonald's to
~ them before they got here.
2 Mere at Dover, like all the other heritage sites, we
- ..1st ca ter for a range of visitors, wh ich include
~.JJde nts and school children who need to be
::::rvinced that it's worth hanging on to our heritage.
:.= 1zking a broader view and revealing a more
-~...en t past at Dover, especially the network of
_ -rierground tunne ls used as the operational
-edquarters during Worl 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
~-a. Therefore, good body language is important
r: ~~ 2. positive image. So the way I stand and put
~ l""~d5, wh ile at the same time smiling and
-zr-:=..:ning eye contact with the visitors as they pass
.- fll!.'!Cl ·""'portant.
.... ~odians are trained to look after people who
~ 2. bit of special attention. Our range of services
-:eople with disabilities has increased greatly,
-:r eectric wheelchairs to a scalamobile, which is
~g you can strap a wheelchair to to get them
::-e keep to have a look around, and of course
_ - ....Ye disabled toilets. 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
.a=....~ ~ help them . So we are now far mo r e
::::so-F-friendly.
! -_ iL other English Heritage sites, one of our
~es as custodians is to work in the shop.
_ -o:J!': that people see that the quality on the sites
::::r-ss--:nt throughout 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
Tapescripts
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 finishing a good guided tour. There is you want a gala dinner on the last evening to make
no reason why the public 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 minutes to an hour, and so
15 Business Travel they'll want a fa st buffet service where they can
Speech work 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. Another thing to consider is accommodation and
e The airline' s crews waited in the staff canteen. how many of the delegates will be staying. If you 've
f The caravan trade 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? into 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
Fiona 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're 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 work 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 want 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 they 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 information 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 your sales people together and you show
them a new product. This is very different 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 intend
to hold an evening garden party.
Another point is where the conference is going
to take place. Before you can decide on this, you
must know w here the people that you ate expecting
to attend will 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 mai n part of the
conference and the delegates pay for thei r drinks
and telephone calls and other peripherals _
Once you 've decid ed on all that and you've
found your ve nue, you'll have to think about the
things that you'll require while you're there : things
like conference room size, how you're going to wan t
the room laid out. If it's very informal you won't
ne~d a very big room, but if you need everybody
with desks you'll need a larger room . If you have a
very large meeting in the ballroom you may need
people sitting in rows lik~ in a lecture theatre. You'll
also have to decide whe ther you need syndicate
rooms - that's small rooms for fifteen to twenty
people, and if you're going to use syndicate rooms,
how many rooms 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