English for InternationaL
•
OUflsm
Workbook Miriam Jacob
Itinerary Unit
SeHing
1
Travel agencies and tour
Vocabulary 1:
Types of Holiday
operators
language Focus: compound adjectives with
A Career in Tourism
Recruitment and job hunting
Speechwork:
word stress, in two, three and four-syllable words
Writing 1:
letter-writing format
Speechwork:
Tourism organisations and tourist boards
page 14
,4 Where People
Go
word stress: -tion. -ai, -ial. -ity,
Tourist boards, tour operators, Tourist Information Centres (TICs), and travel agents
page 18
0
Weddings and Honeymoons
Reading 2:
Sells Ring and Confetti Rains
Vocabulary 2:
compound nouns
listening 1 and 2:The Type of Holiday Italians Prefer Writing 2:
com pleting a fax
listening 1: Reading:
work experience describing a career On a Tour of Duty
Vocabulary:
job titles and job terms
listening:
development of tourism in the Czech Republic
Writing 3:
a memo: tourism in the Czech Republic
Reading:
They Came, They Saw, They Ate Pizza
Vocabulary 2:
money terms
Reading :
W hen the Heat is On
listening 2:
Sicilian tourism
Writing 2:
a report on tourism in Sicily
listening 2:
the sales conversation
Reading 1:
Selling Techniques
Writing 3:
a career history -ely
Writing 2:
3
0
language Focus: simple/continuous verb forms Writing 1:
page 9
Trends in Tourism
Reading 1:
types of holiday
numbers
page 4
2
DeveLoping the Topic
Revision
a letter of application
language Focus: past simple/present perfect simple Writing 1:
changing trends in tourism
Speech work:
past verb forms w ith ed
Vocabulary 1;
terms for travellers
Writing 2:
writing from notes
Listening 1:
Top ten highest spending visitors to the UK
Speechwork :
the schwa:l
Vocabulary:
British and American usage
Speaking:
reading figures aloud
0 0 0
•• 0
0
• 0
• • 0
language Focus: the definite artide Writing 1:
5
Travel agenCies
expanding notes into an article
language Focus: asking questions and question ta~
Travel Agents page 22
Speechwork:
intonation in questions
Listening 1:
a booking form
Writing 1:
a letter of confirmation
0 0
Reading 2:
Top Shop
Vocabulary:
compound adjectives
Writing 2:
a fax requesting information
Reading:
Holiday Reps Enjoy a Hard Day's Night
Vocabulary 1:
words with more than one meaning
0
••
Review 1 l anguage Review Units 1-5 page 27
6 Tour Operators
Tour operators and hoteliers
Speechwork:
contractions
l anguage Focus: the passive Writing 1:
page 29
0
a briefing letter for a new employee
listening 1 and 2:Poker game decides the fortune of holiday firms
7
Vocabulary 1:
advertiSing literature
language Focus: referring to the futu re Speechworlc:
pausing and rhythm
page 34
Vocabulary 2:
brochure language
Writing 1:
promotional material
Speechwork:
word boundaries
Vocabulary 1:
business collocations
8 Responsible Tourism page 38
2
Tourist boards
Promoting a Destination
Ecological and economic issues National and local government Environmental and tourism agenCies
l anguage Focus: reporting verbs
0
0
Vocabulary 2:
financial expressions
Writing 2:
a report on sales patterns
Vocabulary 3:
describing leisure pursuits
Reading:
Test Series Gives Big Boost to West Indies Tourism
listening:
promoting Ireland as a tourist destination
Writing 2:
reporting on how Ireland is promoted
Reading:
Battle to Save the Galapagos
Vocabulary 2:
the environment
Listening:
Ecocentrics
Writjng:
Instructions for Travellers to India
• 0
• 0
• 0
Unit
9
AU tourism providers
Develo pin g the Topic
Revision
Setting Vocabulary 1:
two-part verbs
Transport
Language Focus: two-part verbs
page 42
Speechwork:
making announcements
0
Vocabulary 3:
air travel
Listening:
flight scheduling
Reading:
Which Seat on the Plane?
Writing:
a fax: information on
procedures
10
Customer relations departments
Customer Relations
Vocabulary 1:
adjectives describing personality: prefixes
Language Focus· infinitve or gerund?
page 48
Speechwork:
contrastive stress
Writing 1:
replying to a letter of complaint
0
Reading 1:
An Unfortunate Inodent at
Vocabulary 2:
service
Listening :
dealing with cust omers face to-face
Reading 2: Vocabulary 3:
Answering Customer Queries
Ridgeway Tours
expressions with hand
Writing 2:
writing instructions - how to create a good impression
0
• • • 0
Review 2 Language Review Units 6 · 10 page 52
11
Hotels
Hotel Facilities
Language Focus: adjectives and order of adjectives stress in compou nd adjectives
Vocabulary 1:
collocations with and
Writing:
replying to a letter of enqU iry
page 54
12
Hotels, trade fairs, tour operators
Selecting Locations
Language Focus 1: conjunctions Vocabulary: Speechwork:
page 59
pronunciation of the
13
Tourist Information Centres
Vocabulary 1:
tourist facilities
Speech work:
pausing and stress
Language Focus 1:conditionals
page 63
14
Listening 1:
Berlin Tourist Office
Writing 1:
a leaflet giving tourist information
Speechwork:
pausing, stress and pitch
Marketing the Past
Writing 1:
designing a poster
page 6~
Speaking:
Guided tours
0
0 0 0
Language Focus: relative clauses
15
Hotels, airlines, conference organisers
Business Travel page 74
Grand Bohemia Hotel Seeking a Grander Hotel
vocabulary 2:
forming verbs with the prefix en or em
•
Listening:
choosing a site for a theme park
0
Language Focus 2: conjunctions Writing:
recommending a new site
Reading:
Mammon Rampant in City of Shrines
•
Listening 2:
l ondon Tourist Board
0
Language Focus 2: intensifiers Vocabulary 2:
Synonyms: British and American English
Reading:
Greenwich - the Centre of Time and Space
Writng2:
giving tourism information
Listening:
custodians at Dover Castle
Vocabulary 1:
castles and museums
Writing 2:
a speech: life in the Middle Ages
Reading:
Fossils Get into Showbiz
giving a guided tou r Vocabulary 2:
negative and positve adjectives
Writing 3:
writing an advertisement
Vocabulary:
conferences and meetings
Listening:
organising a conference
language Focus: possibility and certainty
Writing 2:
writing a set of instructions
Writing 1:
Reading:
Women Business Travellers
Speech work:
sound and spelling - word stress in homographs
0
a template promotional letter
Review 3
0
listening: Reading:
adjectives letter a
Things to Do
0
Speech work:
• 0
• 0
•
l anguage Review Units 11·15 page 79
Tapescripts
•
81
Key
..
= Readin g text
o = listening text
3
o
Types of Holiday Revision Language Focus
Vocabulary 1
,
a
b
IJ
""" '"
c d
e
i
f 9 ,
What is
Compound adjectives with numbers
thehidden vertical
~
Decide if these sentences a re co rrect or incorrect. Correct the sentences that are wrong. a It's a five miles' drive t o the airport. b O n this two-day escorted t rip to th e Cairngorms, you wiD travel by coach. e Th ere are several three~day weekend break packages in this brochure. d The guests decided to opt for the five~courses set menu. e Management regret to an nounce that there will be a f ourhour delay.
.., 2 Use the information in the grid to w rite short descriptions. (The first one has been done for you .)
word? _ __ _ _ __ a
Use the words that are missing from these sentences to complete the grid.
Its a twrJ-cenirehofid.cutUz,JtingJeKen ~M. You will staslJl two liJ.xw'f il"ve-dNh0t.tJ.4, the FurtJuuJ. in Pa1.errrw arui the pon.u. Nuevo in CefaiJ1. 7k pa~
wi1i in.cLu.d.e hAlf-board with a fUur- course everWtfl meal in flu. tra.d.i.titmai r~ ta.ura.n.t.
a A flight from Londo n to Australia is a _ - _ flight. (4. 4) b A _ _ _ __ is a holiday w here the tour·operator arranges both the f light and the accommodation. (7 & 4)
c Two weeks at a residential art schoo l is a _ _ __ holiday. (7 & 8) d A holiday aboard a luxury liner is a _ _ _. (6) e A two - or three-day holiday which is not taken during t he week is a .(7 & 5) A holiday visitin g a game park is a . (6) 9 A holiday on a farm, staying as a guest of t he owners, is a
a
b
1 2 3 4
Duration
Hotels
Category
locatio n
Oth~
Sicily
two
7 nights
Fortun.l Ponte
..... .....
PalefTT10 Cefalu
HB If aditional restaurant (number of courses..: 4)
on .....'"
HB
S miles
guided~
from the
'" 3 days
Goo
eo. B~~ch N!WDe/hi
.... ...
Mah,1
c
d
Tur key
city cen tre three
14 nights
Da/dfMn
, od
S;men.J
Taurus M ountains
K"
Orlando
"d
a special interest holiday
Cayman Islands
5 a domestic reso rt
14 nigh ts
Toj
a long-haul destination a city break a theme park
two
"d
a What is the opposite of a long-haul destination? b Give an example of each of the following for your country:
Number of centres
Nuovo
_ _ _ _ .(8)
~ 2 Answer these questions:
Tour
.,
....
escorted hiler! FB evt'ning
me~
3 cou~
"' 0
10 nights
Or/,mdo
.....
Sup/erne
Cayman G,,,,"
.....
10 mil es from DiSney World
in Orlando: visit theme pan:s
on beach
Cayman :
be""
HB res tauran t ==
.....
o a
Speechwork
Yours Sincerely,
Word stress The words in the box appear in the two reading texts in
b
0
John Barrett Sales Manager
c
Developing the Topic.
Ms D. Carlisle
patterns.
The Grove House
435 lovers lane arrange
better
castle
client
couple
customer
destination
escape
marriage
occasion
prefer
recommended
reservations
romantic
speciali st
towards
wed ding
abroad
d Europa
lOurs
0
Avenue
74n Newbern Medl ord 02155 Massachu:::se:.t;.s t _ _ _~
Prjnceton
abroad
0
0
Put them into the corred columns according to their stress
•• ••
Types of Holiday
08540
e
•••
•••
Dear Ms Carlisle,
0
. t draw your attention to 0 In particular I woul~ hk\~g the four-hour wedd ings something neW an eXC! I , . es by elephant and h the groom arnlJ in Thailand were rf rmance by drummers . dwithapeo the proceedIngs en 46 in our brochure. We hich is on page . and dancers, W dd' s in hot air balloons ,n are also able to offer we 109 Kenya or on camels in Mombasa.
• ••• 9
We look forward to hearing from you in the near
0
future and welcom ing you on one of our Europa
wedd in g packages. Please phone our help li ne on 10293847456 for up-to-the-minute information on availability.
h
e in whiCh yOU our letter 01 5 Jun moon packageS lhank yOU tor Y .on about our hOney our latest e fmati request info p'ease nnd endos d hich most suit ence ·th a diller . 0_ d those tours w WI have mar",e brochure . I
0
'lour needs .
o
listen to the tape and check your answers.
Writing 1 Th ese are the different sections of a letter. They are in the wrong order. Put them in the corred order, by numbering them 1-10.
0
Nearer at home, here in the States we offer under-sea ceremonies off Florida Keys, or if ou prefer to marry in the Winter we can arrang: the ceremony to be On the ski slopes in Vermont.
8th June
0
5
Developing the Topic Reading 1 Read the articl e Weddings and Honeymoons and answer
the questions. a Why, according to the article, is it becoming more popular in
d What change is affecting this trade at the moment? e W hich extras were once free , but are now to be found 00
Britain to get married abroad? b W hat is the minimum t ime a tou r operator needs to organ ise a wedding abroad?
the supplements lists? W hy is Ireland becoming a popul ar destination?
c Which group of people find this type of weddi ng more attractive?
Weddings and Honeymoons GETTING married .broa d
75 , she said the concept was particularly suited to couples
was once ron$idered a whim
embarking on a second marriage or those who had been living
strictly for the fabulously
together for many years.
wealthy - or deeply eccentric. But over the last to years
"They often want to escape everything and everybody and just celebrate their wedding quietly," said Ms O ' Brien. The majority of wedding couples prefer to travel just with
it has become a much more accepted idea. Indeed, it is now considered trendy. ""-'_--'--' Although the total market
each other, hut an increasing number are inviting a couple of fri ends or relatives. Carol Stokes, Thomson Holidays' long-haul marketing manager, said there is also a growing trend towards
remains relati\·c.ly small, at."Counting for perhaps 15,000 of the dose to 400,000 couples who get married each year, numbers
wedding groups.
arc increasing all the time.
the bride and groom, and on one famous o<;casion last year, we
Cost is one of the main reasons . It is estimated the averag~ wedding in Britain t.'ost'i between
"It is no longer unusual to have 10 or 15 people accompanying had a group of 64," she said.
£8,000 and £10,000.
In the past, wedding guests would stay in a separate hotel and
This contrast.. with the f.2,OOO it can cost a couple to have a
return home a week before the newlyweds, but Kuoni's Ms
combin ed wedding ceremony and honeymoon abroad.
O'Bricn said they now often accompanied the couple for the
It is also ea."ier to arrange. While many UK ceremonies are planned a year or more in advance, weddings abroad can
whole of the trip. "Trends are definitely changing," she added.
usually be booked a few months ahead. Operators covering
In fact, trends arc changing across the whole of the
certain destinations can handle a reservation just 2 weeks before
honeymoons market . For example, operators wed to offer
the \,,·eddiog day - although it is not recommended . Colleen O'Brien, weddings coordinator for Kuooi, which handles about 3,000 weddings a year, said: "There is quite a lot of administrative work which needs to be done, so the more time we baye the better. "Clients should also be aware they will need to have some
flowers, fruit or 'wine free of charge to newlyweds . But now
such extras invariably appear under the heading of '"special occasions" - next to a list of applicable supplements. According to Kuoni, the Maldives, Mauritius, St Lucia and
Far East to urs are among the most requested honeymoon destinations.
involvement with the paperwork, although we try to keep that
Closer to home, short·break specialist Time OfT said Venice,
to a minimwn. However, we do fmd some customers who think that because they have booked their wedding through a tour
Rome and Paris were continuing to attrac.:t steady business, while Ireland was becoming popular for its romantic castles and
operator, they will bay€': to do absolutely nothing."
country hou$e hotels with four.poster beds.
She thought getting married abroad was "the perfect idea". Although Kuoni's wedding client" have ranged in age from 18 to
(from Travel Trade Gazette)
o
Types of Holiday
Reading 2 Read Bells ring and confetti rains f rom Bali to Cyprus and find the follow ing
places: a The most popular destination in the Indian Ocean. b A destin ation t hat has recently abolished a residency qualif ication. c An area that is popul ar due to its cheapness. d An ideal location for safari honeymoons. e W here th e brid e and groom must be of the same religion. W here most weddings take place at a beach resort . 9 W here couples mu st be res ident in the co untry fo r at least seve n days. h A country w here the Tourist Board has issued a leaflet ex plaining weddin g
procedures. A location t hat does not have a resi dency qual ification. Where t he price includes the chapel f ee, photographs, a limo usi ne and
witnesses.
Bells Ring and Confetti Rains from Bali to Cyprus Peter Lilley looks at both the new and the traditional w edding venues
THE CARRIBEAN THE CARIBBEAN is still (he most popular region for getting married abroad, helped considerably by (he relative cheapness of J:l..maica and ,he Dominictn Republic - the ben-selling destinations for both Thomson and Cosmos. The Cayman Islands has made it easier for couples to gcc married by abolishing itS previous 72-hour residency qualification. The Department of Tourism has issued a leaflct. Gwing Married in the Cayman Islands, detailing all the information required to obtain a marriage liccnce. Skybus Holidays' Caribbean Dream programme is among operatOIS featuring St Lucia, where it offers wedding arrangements from £374 per couple at the Islander, Candyo Inn and Caribees hotels. Caribtours offers plantation weddings on St Kitts and Nevis.
Somak Holidays offers wedding packages at a number of beach hords.
BALI Anmhcr more problematic place to hold weddings, which was why Thomson withdrew. Couples need to be resident in the country for seven working days and present themselves to officials in Jakarta. It is also imponant that both the bride and groom should be of the same ~ligion.
MALAYSIA Most couples who get married in Malaysia do so in Penang - the country's first and best-known beach resort. Popular locations for the ceremony include the Shangri-La Rasa Sayang with its exquisite gardens.
THE INDIAN OCEAN
THEUS
Mauritius has moved ahead of the Seychelles as the rnO$[ popular wedding destinuion in the Indian Ocean.
The popular wedding locations of Florida, Hawaii and Las Vegas have the advantage of having no residency qualification. so couples can get married 3S soon as their paperwork is in order. Prices stare at £142 fo r 3 wedding ceremony at the Chapd of Flowers in Las Vegas which includes the chapel fee, witnesses, photogr.aphs and limousine service. In Hawaii. prices start at £589 which includes hi~ of a limousine and a solo musician or vocalist at the reception.
Ic is now thc bigges-Heller fo r Kuoni, which features eight propenies including Lc Touessrok, where wedding arrangements coS( £125 per couple.
KENYA Gaining in popularity ~ry quickly and an ideal choice for couples who want a beach/safari combination or a two-ccmre wedding/honeymoon I1Utchi ng Kenya with the Seychelles or Mauritius.
(from Trawl Trad~ Gautu)
2 Which destinations would you advise these clients to choose? a Miss Colley and Mr Browne w ho wou ld like to go on a safari honey moon. b John and Sarah w ho have onl y f our days f or t he trip. e Petra and Peter w ho would like to go to Asia and stay at th e seaside. d Charles and Diana w ho wou ld like t o get married on a pl antation. e Antonella and Francesco w ho would like a rece ption w it h live mu sic.
7
Vocabulary 2
Listening 2
Compound nouns
Vince nzo is a t ravel consultant in a busy travel agency in Palermo, the regional cap ital of Sicily. He is talkin g to CQIr
Look again at Bells Ring and Confetti Rains.
Butler, the new Ventures Manager of Exotic Destinations, about w here Sicilians go on holiday.
How many compound nouns can you find containing the
word wedding? For example: wedding arrangements. 2 Use the nouns in the box to form compound nouns meaning:
Listen and decide if these statements are true or false. a The most popular holiday destinat ion is the USA. T
licence
serv ice
e Th e Far East is popular because you can have the
Complete Colin Butler's fax to the Managing Director of Exotic Destinations.
Listen and complete the chart. Types and length of
Places most
holiday
li kely to go
· ·
3
•
· ·
•
• honeymoons
Fax
044
171354 8979
From
Colin Burltr
Fax
00 39 92 374 857
No. of pages including this one: 1
•
Dear Maria, I have had several meetings with travel agents throughout Italy. The meetings in Rome and Palermo were particularly useful.
· •
· · · • Mad rid
4
Maria Rodriguts Exotic D~(inarions
Rc
• Seychelles
•
To
• USA
• 2
F
Writing 2
many Romans take today.
· ·
D
TDF=
agency. She is talkin g t o Colin Butler, the new Ventures Manager of Exotic Destinations, about the types of holiday
·
=
su~ and
t he sea as well as touring the area. T Mexico has become popular in the last three years.
resort
Giovanna is a travel consultant in a large Roman travel
Time of year
= = =
TD F=
limousine marriage
Listening 1
o
F
T0 F destin ations than the Maldives or China. d Sicilian holidaymakers only want to sit on the beach all d':'J
c document permitting someo ne to marry d a chauffeur-driven car fee
0 0
b 60 per cent of Sicilians holid ay in Europe. T F c Thailand an d Singapore are more popu lar honeymoon
a tou rist destination at t he seasid e b the price charged for a religious ceremony
beach chapel
o
· • Australia
·
Italians' holiday preferences
1 Holiday periods According to the travel agent in Rome, Italians tend to take breaks in August with shorter breaks at (b) and
(a) _ __
Icl'_~~_
2 Destinations , (e) • South Both consultants believed that (d) America and the Far East were popular destinations. Their comme~~ suppon the figures we have from the tourist board and our previoos research on the popularity of particular destinations both for the general holiday trade and the honeymoon trade. though in Sicily it is felt that (f) is the most exotic destination.
3 Cultural! short break holidays These tend to be taken at (9) _ _ _ _ when Italians visit {h)~~~ cities such as (i) • (j) , and {k),_ _ __
4 Types of holiday Apparently, Romans still require mainly (1) _ _ _ _ while the Sicia- £ are now demanding (m)' _ _ __ 5 Popularity of the Orient This is growing in popularity as tounsts can combine a (n) _ _ __ with a (0)' _ _ __ I trust that this will be helpful. 1'/1 submit a flill repon on my return ne)7 week. Regards
• A Career in Tourism Revision Language Focus
o
Simple/continuous verb forms 1 Peter is being interviewed on the radio about his career. Listen and fill in the gaps. Interviewer:
Peter (a) .. ............ .......... in various sectors of the trade now for many years. As I understand it. Peter, you (b) . . .. in Bahrain, Kuwait and other countries in the M iddle East and now you (e) .. in England?
Peter:
Yes, thaI's ri ght.
Interviewer:
Can you tell us how it all started?
Peter:
Er ... w hen I (d) .............. school I joined the army and got my first posting to Bahrain.
Interviewer:
So how was that connected with tourism?
Peter:
W hile I (e) ............... in Bahrain I was asked to set up a youth television service. So I left the army an d continued to live in the Middle East. I (ft ............. on very well in the media business but (g) ............. to take up a post at the Hilton Hote l in Ku wait .
Interviewer:
So you had t wo changes of career. W hy move again?
Peter:
Well, it was something I (h)
Interviewer:
...... to do.
Peter.
The job at Wobu rn was demanding but very enjoyable.
Interviewer:
But you've moved again?
Peter.
Yes. I couldn't resist the challenge to have a say in the future needs of a heritage site such as Hadrian's Wal l. At present I (j) ...... to persuade government to understand the need for the conservation of our culture, but at the same time to all ow for maximum visitor satisfaction.
2 Tick "/ the corred boxes. a The interviewer says "Peter has been working in various sectors" . Does this mean: Peter worked in all the sectors at the same time? 2 Peter worked and is still worki ng in the tourism industry? 3 Peter no longer works in touri sm?
D D
b The interviewer says "you have worked in Bahrain ". Does this mean: 1 Peter no longer wo rks in Bahrain? 2 Peter still wo rk s in Bahrain? 3 Peter is about to return to Bahrain?
D D D
D
But then you returned to England and
Woburn. Why was that? Peter:
I felt that the time was ripe to return home. There (i) . .... a time when you feel a little homesick.
Interviewer:
So w hat did you do at Wob urn?
9
Writing 1 1$1
Look at the pictures and the notes and use them to help you complete the dialogue. The first one has been done for you.
1 Area Sales Manager
2 office junior
4 home after 3 years
3 one year later. to ur guide
5 7
I"IANAG:£R NEWTOWN BRANCH 0 GLOBALTRAV£LAG:ENCX
o
6
3~S 10
I,
17 Is
Interviewer: Paula:
(I)
Paula:
Paula: Interviewer:
Paula: Interviewer:
And w hat did you do after that? (3) . •..•
What then? (4)
Back to the travel hade business? ~ .. . .. .... ... . ....
- .... ....... ................. ...... ... .............. .
And w hen did you
move
here, to Funtours?
(6) .
And w hat does yo ur job in vo lve?
Paula:
Interviewer:
;
I understand th at yo u' ve had a varied career. How did yo u start?
Interviewer:
Interviewer:
.,
'f 13
I am the Ar'ea Sa les Managu for Funtour5 Ltd. a firm of travel agents.
(2) .•.
Interviewer: Paula:
I:. 13
W hat do you do?
Interviewer: Paula:
11
Thank you, Pau la. I've enjoyed talking to you.
e
A Career in Tourism
Speechwork Word stress 2 Complete the sentences below to make a rule for each set
Look at the words in the box and mark the stress on each
of words .
one. For example:
•••
a For w ords endi ng w ith the suffix tion the stress is on the
.. .. ..... ........ from the end.
prediction
b For words ending w ith the suffix al the stress is on the prediction
accommodation
organisation
compensation
operation
vocation
ambition
graduation
................. .. ... from the end. c For words ending w ith the suffix ity or ty the stress is on the ............ .. . ....... from the end .
3 conservation satisfaction
qualification
Read this conversation between Alain legrand, the General Manager of the Paradise Hotel, and Silvia Fonteyn, an
applicant for the post 01 Front-ai-House Manager. managerial
political
international
additional
interpersonal
vocational
reality
priority
university
personality
novelty
sOciety
o
Mark the stress in the italicised words. Silvia:
organisation that was conce rned with the conservation of our national heritage before returning to university to gain a qualification in travel and tourism.
Listen to the tape and check. Practise saying the words .
Writing 2 A letter of application
Yes. After graduation I took a year out and went backpacking in t he Himalayas. I then joined an
o
Alain:
So you gained additional qualifications?
Silvia:
Mm, yes, that's right. You see it had always been my ambition to work in the t ourism sector.
listen to the tape and check your pronunciation.
In the letter below there are some grammatical errors on some lines.
Underline the incorred word or words. Then write the correct
word(s) in the box on the right-hand side of the page. Dear Sir. a)
I am writing for applying for the post of junior sales manager at
b)
Gobi Desert Tours Inc. which I see advertised in thi s week's Travel Weekly.
c)
As you are seeing from my resume I have recently obtained a diploma in
d) '
rourism management from the Tourism Institute in Madrid after
e)
I had been completing a three-year course there.
f)
Since I am always wanting to work in the States in the travel business
g)
seclor but was not wishing to commence work until I was fully proficieIH
h)
in English I spend the last six months studying in London.
i)
During thi s time I be fortunate enough to find a part-time job in a local
j)
travel agency which is specialising in travel to the States and where I was able
k)
to develop my interpersonal sk ills.
1)
I attracted to your vacancy as I believe that I can offer the drh-e and
m)
commitment necessary to persuading middle-aged holidaymakers to trek
n)
across the Gobi desert.
0)
I enclose my resume and look forward to hear from you.
II
Developing the Topic Reading
Listening 1 Ju stine and Kitty both work at the Excelsior Hotel. They are
o
talking to a group of tourism students about their careers. Listen and complete the grid.
TRAIN ING
KITIY
JUSTINE
·
none
• PART-TIME WORK
wh ile at
......... .........
• waitress
w hile at school
•
• • confe rence organiser
and complete the gaps.
On a Tour of Duty By the 2 1st century. accordi ng to an English Tourist Board prediction, tourism wi ll be the largest (a) ................ in the \vorld. It i~ already one of Britain's largest industries, employing 1.5 million people in trilvel, heritage and leisure . Although (b) .............. in travel and tourism may appear to be full of glamour and one long holiday, the reality is that mey are hard (c) .................. involving long hours and considerable stress with little pay. Nor is (d) .................... security regarded as a high priority, because moving from company to (e) ..... .. or from one sector of the industry to another is seen as a perfectly acceptable (0 .................. strategy.
• FULL-TIME WORK
~ 1 Read th is extract from an article about careers in tourism
· · •
· • conference sales
This immensely complex and interdependent indu stry consists of the core of (g) .......................... (who design, organise and market holidays). the (hi ...................... (who sell them to the public), the main serv ice and product suppli ers (transport. accommodation and entertainment) and a myriad of speciali st organisations which support them.
manager
Writing 3 Read this summary of Kitty's work experience. Then write a similar summary for Justine.
When Kitty left schoo l s he went to college where she followed a three-year hotel ma nagement training programme. While at college she had several part~time
jOb5 incl uding working in a re5ta urant as a
wa itress and in hotel reception. Her first fu ll-time j ob was as a restaurant manager in a sma ll hotel.
All who work in the industry have a passion for travel, a ~n se of adventure. a liking fo r novelty, combined with a positi ve attitude to challenge. Prospective (i) .... .. ...... need what are known in the trade as good interpersonal skill s and a gregarious outlook: they need to be people who like people. A wi llingness to move around, to accept ~) ............. ....... as they arise, is an ao;set which often means that family ties mu st come a definite seco nd. The apparent compensation is the possibility of creating an intemational famil y of friends and business (k) ...... .... all over the world who share similar interests and enthusiasms. (from ThtGuardian
d
2 'On a Tour of Duty' Part 2. Read these further edracts from the same article and put them into the correct order. The first one has been done for
a
b
Her advice to other heritage industry aspirants is to contact English Heritage 's human resource department and to remember that detenn,i nalian was the vital ingredient for a career like hers. "Keep knocking on doors. keep re_ading and learning as much as pos!'.ible,'· she says. 0
Let's look at Andy Allen, Nat ional
Sales Manager for Jet Set Tours, who staned his career in 1978 as an office junior wi th Thomas Cook. After six months, he joined the air fare unit then moved to a small, family travel firm, where he had the chance to learn all the bas ics and to try his hand at everything. His first management post was at a branch of a travel agent chain from where. after a series of placements. he moved to Pickford 's Travel. There he spent ele ven happy years, be.com ing retail sales manager and then nat ional sa les manager. When Pickford 's amalgamated with Hogg Robinson in 1993, he decided to ful fil an early ambiti on and went backpacking around the world for e ight months returning to Britain to join Jet Set Tours. [I]
c There are also ope.nings for malure e.ntranrs and graduates f rom other . •• < 1spec ialitie s - such as h·Istory angllages and business studies _ h' are d WO . pre~are to rake additional qllahficatlOns and have the ·oh . of. . nelson . expcnencc and personality. For m~talJce, couriers or resort reps and TUldes are ~ften mature adults with SkIlls, consideroble traveI eanguage . . xpenen.ce and speciali.st knowledge of subj ects .such as t-me art archaeology, history and architecture' Staff in the hentage · sector . concernCd with the conservation and d eve lopmenr f h· . SHes . . . 0 Istonc and bUl~dlOgS, are also adults with a wide vanety of backgrounds and kj· 11 A hhou h S s. . g there are openj ngs for schOO.1 le;Jvers a nd for adults with job expen e~ce, most senior jobs are fiUcd b~. quahficd experts in archaeology, hlst.Ory, museum studies, fin e an and busme~s studies.
His career pattern is a common one in whkh a suitable aspiran t can start as a counter derk or trainee and still find that the sky, literally, is the limi t. It is widely felt th at academic qualifications are often less important than people ski ll s, common sense and a positive att itude for new entrants. Although computer li teracy, a good knowledge of geography and foreign languages are ex tremely useful, as are bas ic research skills. As a consequence when employees want to rise through the structure. they to acquire additional need qua li fications. A growing number therefore acqu ire their academi c qualifications late in their careers.
0
e
o
Cleus Everard, the newly appointed Director of Stonehenge, is an example of the late entrant. She joined the anny on leaving school and soon found herself in Oman on <.\ posting as a schools liaison officer, an experience which. g~ne~atcd an Omani government mVltaUOn to ~t up a youth television news service after she left the army. Further successes in TV and the media in ~he Middle East led to a semor management post at the H yatt Regency Hotel in Dubai, one of the world's great luxury hotel s. She eventually returned to Britain to be appointed director of Longleat, a job she enjoyed imm~nsel Y. But the advertised appomtment at Stonehenge wa.'> irresistible.
0
Vocabulary 3 Answer these questions: a W hat was Andy Allen's fi rst job?
b W hen do man y tourism staff acqu ire acade mic qualifications? c • For w hich jobs a re o ld er people often preferred? d In whi ch fi eld would yo u be unable to rise to a senior post if you were not hig hly q ualified?
e What, according to Cleus Evera rd , do you need to succeed in the he ritage sector?
Find the words in 'A Tour of Duty' Part 2 wh ich describe the positions or jobs of the people mentioned. For example: Andy Allen, National Safes Manager for Jet Set Tours 2 Th ere are many ways of talkin g generally about jobs.
For example: I am writin g to apply fo r the position of Senior Area Marketi ng Manager. Find the words that are missing from these sente nces in
4 list Andy Allen's employment record in reverse chronological order. You wil l not be able to g ive a ll the dates.
'A Tour of Duty' Part 2:
a Cleus had a .............................. as a schools liaison officer in Oman. b Andy became retai l sales manager after a seri es of c His first management ... . .... ..... was in a travel age nt's . d Cleus enjoyed her ........................... ... ........ . at Lon gleat enormo usly. e Andy began his .......... .... ...... ..
as an office junior.
Cleus saw t he ...................... ...... ...... advertised .
I ,~
!
13
• Trends in Tourism Revision Language Focus
Writing 1
The past simple/the present perfect simple
Describe how holidays have changed.
Complete this text using the correct forms of the verbs
in brackets.
uring the 19605 in Britain some resorts (a) ............. (lose)
D
their way and the will to develop. Some, like Brighton and
Bournemouth, Ibl .... ......... ". . (change) direction and (el .............. (go) for conference business and English language
students. Th ousands of small hotels and boarding houses (d) ................ (become) retirement homes. However, although at that time the boom in cheap holidays at Mediterranean resorts (e) ................. (threaten) the futu re of British seaside resorts, sin ce then they (f) ................... (adapt) to the new demands for shorter holida ys and for off-peak holidays. Brighton
(g) ..................
(invest) in a marina, a conference ce ntre, and a
number of new hotels. The history of mode rn mass tourism (hi . relatively slowly in the 1960s but (i)
(begin)
..... Iaccelerate) w ith the
advent of the wide-bodied jets in 1970, and the substantial growth only (j) ., .................. (halt) in 1973 with major recession. Until then the market Ik) .. " .. " .. " .... " (develop) in a fairly unsophisticated way and was highly seasonal. Then (I)
.......... (come) a second setback in
1981, but tourism (mi ................. (remain) remarkably resilient and expansion (n) " .. "",,. !follow) the pause. It (a) ...... (be) in the early 19805 that new markets and new segments emerged, when seasona lity (p) ... "",,. Ibe) first challenged, and quality and value for money (q) .. "." .. " ... "."" .. Ibe) increasingly demanded.
Change wi ll accel erate, marketers will need to id entify change, producers and developers will need to respond to it. But standard s (r) . ................ (improve). competition (s) '" ...... (intensify) and the expectations of the traveller are much higher.
2
e Trends in Tourism Speechwork
Vocabulary 1
Past verb forms with ed How are the past tenses in the box pronounced? Write them in the correct columns.
described
developed accelerated increased
intensified
invo lved
rushed
sorted
staggered
gained
deserted hoped invested shocked w idened
holiday maker
tripper
migrant
nomad
passenger
globetrotter
itinerant
hiker
commuter
Match the people in the box to these sentences: a I trave l daily on this route to work.
b I trave l f rom place to place look ing for grass for my cattle. e I travel to a nearby attraction for a short period, usually a day, for pleasure.
It! developed
Idl described
IIdl deserted
d I travel widely around the world but not necessarily for pleasure, sometimes for my work .
e I am travelling in t his vehicle but I am not driving it. I travel by walking across country. It is not my norm al means of transport and I usually do it for pleasure.
9 I travel from place to place because I do not have a permanent home.
o
h r am travelling for my vacation.
listen to the tape to check.
I am travelling because I wish to make another cou ntry my home.
2 What are the past simple forms of these verbs? a improve, start, change, move, remain b look, help, establish, flourish, play c stay, stir, watch, charge. thrive
2 Are the people in exercise 1 always tourists, never tourists or sometimes tourists? Complete this Venn diagram.
d record, affect, walk, persuade, co llect
e jump, top, travel, stop, work
Practise saying them.
Which is the odd one out in each of the sets?
o
Sometimes Always Never
listen to th e tape to check.
commuter
15
Writing 2 ~
Use these notes to write a short Dar.u!:raoh.
--
antis Boa rd of Tourism
.. others on coast & some towns ' 1st tour. office est. 1885 Liml>urg N6T not.st. till 1968 . HQ in Lei"s c;;henaam staff = 100 ... 50 in 16 off. abroad
-
role = prom
ote & ~arket into and dom . tourism. give info -+ consumer ,-~
-'
Developing the Topic o ..,
Listening listen to Igor Menzel, the manager of Praha Tours in Prague, talking about the recent development of tourism in the Czech Republic. Take notes under these headings:
The situation before 1989 fo r outbound tourists: • how Czechs obtained a visa: ......................... ........ ....... , _ .... -... . ............. ............ ...... ... •. ..... . .••. ... ....••.•.... .•..... •.. ......... . . .... .... .......... ....... .. .. ........ . •.... • .................••...... . . ................. ....
....
....... ......... ... . ....•..... .... .. . . . . .... . •..•........•. ••.....
• the percentage who travelled abroad: ........ .... ..... ... .... . .. • the number of agencies: .. ............. ..................... ... ...... ..
• how Czechs travelled: ........... .. .. ...... ... .. ... .. ... .. ... ....... .
What happened immediately after the Velvet Revolution o f 1989:
.. ... ............... .......... ... .. .. ... .. .............. .. ...... .... .. .
Developments since 1989: • number of agencies at the moment: ............ ...... .. ...... .. • the most popul ar way to travel: ..... ........ ....... ... ............ .
The d evelopments in the Czech Republic for Inbound tourists: • why tourists want to come to Prague: ...... ............. . . ........... ........ .. .......................... .. .. ....... . ... .. . . .... ... ... ... . ...•.. ... ... ... .. .. ..... .. ....... ... •..... .. ............ .. ... .. . .. .... . •... . .... .. •..• •.....•... •. .. ..... .•........
• the problem in the beginning: ..... ..... .. ....... .. . ..... .. .. . . .. .. ....... .. •. .••.. ... . •...... ....... ......... ....................... ... ........ . .. ... ................. ..... .. .................. . ... .. ..... ........... .............. .... ......... ....... .. • how this was dealt with: ....... .. ............... ........ ...... .. ... ..
........................ .... ............. ... ...... ............. . .......• ........ . .. .•.. .... .. ............ ......... .. • the presene situation : ................. . ... .. ' " .......... .. . ......•....•.... . •... .... ..................... .......... .................. ......... ...... .. ...... ........ .. ..... .... ......... ................ . " ~ ''''''' '' '
• why it is popular: ...... .. ...... ...... .. ................. ..... .. .
• reductions at hotels: .. .. ..... ........ ................ ...... ... ......... ..
Writing 3 ...,
You w ork for Travel Unlimited, a tour ope rator w hich is interested in developing tours to Prague from Italy and tours to Italy from Prague.
Use your notes from the Listening to write a report for your marketing team.
e
Trends in Tourism
Reading This article describes recent trends in t ourism . Read the article and answer the questions.
a How does the article imply that early tourists behaved? b In which part of the world does th e writer believe that there will be the greatest Increase in tourism?
c Why did the tourists of t he 19505 need reassurance? d How are the Pacific Rim tourists bein g helped and reassured? e What changes are being made by Briti sh touri sm providers?
They Came, They Saw, They Ate Pizza The colonis ts are being colonised. DC}'3n $udjic on how Europe is being furned into one big theme park
TOURISM USED to be something that wellheeled norchern Europeans and Nanh Americans did (0 ocher people. They put on brighdy coloured clothes and wandered around the world as if it were a zoo, charrering away in fronc of the natives and scartering the local currency thar they did not need to bother to understand because they could buy so much with their dollars and pounds, confident that they were watching a spectacle mounted enti rely for their benefic. Then t hei r less affiuent compatriots joined in, turning much of the coastline of Spain, Greece and Turkey into a convincing replica of the high-rise estates they had left behind. Tourism is still regarded as a uniquely \Vestern form of cultural imperialism, and therefore to be discouraged. However its next culeuml clash isn 't goi ng to be on the beaches of Asia or the Costas, it's going to be back in northern Europe, where it all sprang from in the first place. Last year Britain had 2 1 million overseas visitors , up from 16 million JUSt five years ago. The Government's latest figures on tourism, released th is week, predict another rise of 10 prr cent. The numbers of visieors are not going to scop growing.
Jt used to be America that provided Britain with irs largest contingent of freespending overseas visi eocs. But the biggesr jump in high-spending new visitors is fro m Taiwan) Malaysia, Korea and Japan. With Heathrow full of jumbos (rom Korea, and even the mOSt out-of-the-wa)' COUntry tea room eager to accept Japanese cred it cards, Bricain is having to get used [0 looking at mass tOurism from rhe other end of the telescope. 1£'5 a deve lopment thar wi ll have farreach ing conseque nces for the whole of Europe. Seen from the omside, parcicularly from the now dominant economies of the Pacific Rim, Europe is a puzzling place, full of incomprehensible little countries, each with rheir own language. Irs industries, fcom shi pbuilding to computers arc dying, one by ooe. Europe's fmute role is as a cherne park the size of an enti re cominent, attraCting millions of newly affiuem "isitors from the rest of the world to Stare at the ancient remains of irs city cent res from Paris and London to Copenhagen and Amstetdam. Even before the arrival of the massmarker Asian tourist, the impact of tourism on Bricain has already been dramatic. Look at Windsor, where what was once a thriving COUntry town has seen every shop on its high street turn into a fase-food outiCt catering for the castle visirors. The transformation of Britain by tourism is still only JUSt beginning. Juse as
the first British holidaymakers who vemuted ro Spain in rhe 1950s needed conStant reassurance to persuade t hem rhat abroad was n't absolutely terrifying, with supplies of tea bags, beer and chips , so Asian visicors to Britain st ill COme in tightly organised rout groups, rushing around in packs, following a guide from one familiar landmark to anothe r. The best of!,'3nised are the Japanese, who publish handy guides to reassure t hei r citizens that British taxi drivers will nor be offended by a tip. The Japanesc have even establi shed a paral lel universe in London, clustered around Regem Strcet, where you wiil find not JUSt the offices of Japanese airlines, but also br-anchcs of Tokyo department Stores set up especially to cater for the overseas J apanese markct. Delivered by bus , the J apanese can pay in yen, and have no need to attempt to speak a word of Engl.ish or to worry abom making fools of themselves in front of (oreigners. (Adapted from ThtGuardian)
Vocabulary 2 List the words and expressions from the a rticle that can be gro uped around the words Money a nd Wealth.
17
•
Where People Go Revision Listening 1 Which of these nationalities do you think spends most w hen visiting the UK?
o
the Japanese
the Italians
the Americans the A ustralians
the Germans the Spanish
th e French the Irish
2 Read t his radi o commercial for holidays and mark ail 1M schwa sounds. Practise saying it, then listen to the tape check. Did you know that in Daytona Beach, in Florida, USA, a fe--:ea court has ruled that tourists may no longer take their cars 0 the beach during the turtles' breeding season? Or that yo:;
O n t he tape you can hear a tou rist board official giving a research studen t some information on t he top ten foreign
Scottish High lands? Or you might prefer a romantic break ':: ::-e
spenders in the UK. Listen and fi ll in the missing in formation on the chart:
Bristol Hotel, where the candle-lit dinner includes oyst€f5 z-= caviar followed by salmon with pink champagne! Whatever )"O!.."" tastes, ring Creative Holidays on 0171 384 8394.
Top Ten IIlghcst Spending Visitors 10 t.he UK £'1 ,486 million
I. Germans
2.
Vocabulary How much do you remember? In the following sentences, find the American word or
3. 4.
5. 6.
£429 milli on
expression and give the British equivalent.
£393 million
For exampl e: Th ere was a long line of people waiti ng at check-in.
Auslrali ans
7.
US: line
UK: queue
B.
9.
Canadi ans
10.
Dutch
£252 milli on £239 million
a He took a one-way ticket from Paris to Madrid . b It's usually cheaper to travel in the fall rather than the summer. c Take th e elevator to the roof-t op restaurant.
Speechwork
d The faucet in my bathroom leaks. e The guest as ked fo r his check.
The schwa
Italy has opened the doors of its senate building to visirors, offering guided {Ours of the sixteenth-cenrury palace on the first Saturday of each month. The tour takes in (he library and (he elegant drawing room. (from TA.Guardian)
o
::a-
get a discount in the bars and res taurants in Atlantic City if • .:lhave a specia l visitors' card? And that those of you who er :bird-watching could take part in an eighteen -day trip through :.-.:-
2 Practise sayi ng it, then li sten to the tape to check .
The price of a round trip is $395, sir. 9 There was o nl y one closet in the roo m . h Ex cuse me, could yo u please tell me th e way to th e restroom?
o Speaking
Language Focus
Look at the following sets of information.
The definite article
Practise saying the times, figures and calculations aloud.
This text has no defi nit e articles (the). Put them in w here they are needed.
For example:
a
Where People Go
HOSTED VILLA HOTELS Today's business people travel extensively as part of their job and stay in expensive hotels. W hen they go away they want same comfort as they are used to at home such as en~su i te bathrooms. but in a more simple. informal setting. Sea Club Hotel at Cala Ratjada in Majorca is a hotel that caters (or this
Box office open daily Mon-Sat from 10 to 10 Tel: 0171 304 4000
type of client.
It is registered with Tourist Board as a one-star hotel - that is equivalent to a youth hostel. Its low rating is because there are no TVs or telephones in rooms, but this is probably most
The box office is open daily from Monday t o Saturday from 10 a.m. to 10 p.m. The telephone number is 0171 304 4000.
expensive one-star hotel in Spain! All rooms have en-suite bathrooms and are built around a luxury swimming pool. Guests can laze around all day, or take a car to explore island. Then in evening Sea Club comes into its own, with dinner served at one long table - so everyone mixes and gets to know each other. This is what makes Sea Club so unique; business people spend t heir lives travelling but don't get to meet locals, yet at Sea Club there are always local people who come in to dine and meet guests.
b
Hampton Court
(extn.ct from Leisure and Tourism byVerite Baker. published by Addison Wf!sJey Longman)
Are there any places where the definite article is optional? Where are they?
Writing 1
c Tourist Exchange Rates £ Sterling Italy L 2.395 France FFr 7.96
•• •
Germany DM Switzerland SFr Belgium 8Fr Netherlands G
2 335 1.97 46.00
2.63 Spain Pta 194.00 There is a 2 % commission charge on aU transactions.
••
Use these notes to write a short article about how the currency situation in 1995 affected where British holidaymakers went. The original article was published on June 1 1995. Write it as if today was June 1 1995. Currency fluctuations = many GB holiclaymakers -+
USA. Turkey, Italy
r ;;tra:=C::ti::..ve:..-___.
_S~n F::Gre~ L~W.55 L. .t yr.: 8.2FF_ ~_£_1_ __ Now:
----------
7.8FF= £1
GB trav. lose £30 /every £500 tra~saction_ _. _ _ __
d
... holiday bookings
-
fZ5 X DM2 .335 => DM5 t.375 - ,2% COhUt1;ssio7'l
.2% x5f.375 = !>II 1. 167 5~. 375 - 1.167 ~ PM 57.
o
COU ~uy$_m_o:...r_e_--I
.zoS'
7'. on 1994
--t=-- ' - - - - - - - -
Spain Bookings
business too - t-;d
April show 5~e UK mkt.
t 27~ from 44 -+ 427,:....._ _ _ _-1
£l-;-n U5~; turkey nearly x2 mkt.. sha re: now 71.
listen to the tape and compare.
swit1<3 s favourable currency rates must ~a96t ..::'~ & services
£1 = 60·/.. more Turkish lira
cost meals & 5~rvic~5 x2
----------
---"!~~~~~.......
19
Developing the Topic Reading Read the article and comp lete t he gaps. a The number of visitors to Britain last year ....................... .
b The proportion of repeat visitors: ...................... .............. ... c The number of Japanese v isitors: .......................... . d Last year's percentage increase in th e number of North American visitors: e The percentage growt h in visitors from the Far East: The number of North American visi tors: ..................................... .
When the Heat is On It's the sea·sou. of heat a nd du.st, w hell the British are at the seaside or abroad, leaving their cultlll'tli het"itage to tourists. The a'lcient 1J1onlt1Jl.ellls, pt:tlaces, and historic streets resemble a new Babylon, ,-inging U'itb Ell1'opean, Asia,ll and America1/. dialects. Last yea r, Britain attracted nearly 21 million vis itors. The tre nd is steadily upwa rd , but the picture is nOt unequivocally good. Tourism is the world 's biggest growth industry, and Britain is facing ever fiercer competi tion for tourists' spe nding money. "We have been a pop ular place to come to for many years; ' said Isobel Coy, ohhe British Tourist Authority. "Now practically every counery in rhe world is after the tourist doll ar, whether it has a small coral reef or Florence. There is serious competition out there. "Britain has CO co ncentrate on doing well and there is a lot of room fo r improvement. Two-thirds of our visitors are repeat visitors, which is good, bur we mUSt make su re we' re offeri ng people what they wa nt - high standards, value for money, and a warm welcome so they continue to come."
They come for different things. The Americans and Antipodeans* are interested in our common roOtS and architecture that is centuries older t han theirs. The Russians apparently like Blackpool, the Durch and Germans have discovered the beaches of East Anglia. the Japanese are head ing for Wales, the Scandinavians for the shops in the North-east, and the Italians [0 the Scotti sh Highlands. The North Americans come in great numbers - 3.5 million last year, an increase of 4 per cem on the previous year. The bigges t increase, of 30 per cent, is in visitors from Eastern Europe. Bur the big growth market for tourism, and the one all the competing resorrs and desti nations are aiming at, is the Far Eas t, showing a g rowth of 15 per cent a year. The Japanese have been coming, and continue to come, to Britai n in considerable numbers599,000 last year - but it is such nationalities as the Koreans, the Taiwanese, the Malaysians and the Thais who hold the futu re in thei r wallets. (from ThtGuardian) '" Antipodeans '" Australians and New 'Zealanders
o
Where People Go
2 On this map of Great Britain link the nationalities to the tourist spots.
The Scandinavians
The Germans
The Japanese
Th e Dutch
# BlaCk~::~.
~' ...J,
.r' Wales
Q~
The Russians
Ea;~
Anglia -
. ' c~.. Lon~
~o
The Ital ians
3 Answer these questions: a Why must Britain fight to maintain its tourism growth? b According to the article, which is its biggest potential growth market? c W hat needs to be done to persuade more people to visit Britain?
o
Listening 2 Now listen to Signor Pacini of the Sicilian Tourist Board talking about tourism in Sicily and how the regional government is trying to improve the industry there. As you listen, take notes under these headings:
Where tourists come from Why tourists choose Sicily Current trends and future developments
~
Writing 2 Use your notes from listening 2 to write a report on tourism in Sicily.
21
•
Travel Agents Revision Language Focus Asking questions and question tags Rewrite these sentences in the correct order.
a you me is where can tell the station? b to Florida you do any know are there cheap if flights?
c please this form yo u in fill could?
3 Complete this conversation between a client and a travel
consultant:
C:
I'd like to spend a few days in Rome.
TC:
Can you ... .... .................. w hen ..... ................... ?
C:
Next month, sometime after the 15th.
TC:
Fin e. And cou ld ............................ how long
d ask mind do some you if I you questions?
e a clerk yo u wo uld mind is free until waiting?
.. ? C:
It depends on the price but preferably for four nights.
TC:
Well, we have some very good offers at the moment. Will ..
you me the brochures are show w here w inter-sun can?
9 w hen leaves the train next to know would I like.
C:
No, w ith my partner.
TC:
Well , if you take this three-night package to the Flora Hotel it's on ly £345 per person, for two
h tell me yo u spend to cou ld much how you w ish?
~ 2 Rewrite these to make them more polite: For examp le: How old are you? -+ Would you mind telling me your age?
. . alone?
people sharing a double room w ith shower. let .............. the brochure.
Question tags 4 In this exercise the travel consultant is checking some information , but she makes a lot of mistakes!
a When do you want to go?
Write the questions she asks. The first has been done for you as an example.
b How many people are there in the group?
TC:
You r name is Mr
C:
No, it's Mr Huw Brow n.
c How are you paying?
d Repeat thatl
e I mu st check the details. Spell that for me.
9 Give me a deposit. h Fill this form in.
G~orge
Brown, isn't it?
TC:
. (English?)
C:
No, I'm Welsh.
TC:
So,
..... ................................ (Welsh passport?)
C:
No. I' ve got a British passport.
TC:
And yo ur add ress .............. .. (44 Stoney brook Drive , Cardiff?)
C:
No, not exactly. It's 444 Sunny Brook Drive,Cardiff.
TC:
And ................................... (a twin room w ith bath?)
C:
No, we wou ld like a double room w ith a show er.
TC:
............ ............. (for three nights7)
C:
No, we' ll be staying for four nights.
o Travel Agents
o
Speechwork
Writing 1
Intonation in questions
Using the notes be low, write the letter of confirmation to
Say these questions, then compare your intonation with the
Mrs Pinotti.
speakers on the tape. a Good morning. how can I help you?
b Would yo u like a double room? c Can you tell me whether you will require full board?
d Do yo u know when you will be able to confirm the flight? e Can you give me you r w ife's maiden name?
Would yo u mind repeating that? 9 Do you mind if I just check the details? h May I ask how you will be paying?
o
ArI.ANTI<,: IIOUSE tlAZftW ICI: Ali INU(. HAH\'ARDS HEATH \VHT SlI~HX H HIO IN!'
Mrs Pinoni 48, Canal Street.
Listening 1
Heme Bay
""m
Mrs Pinotti is rin ging a travel agency.
Oate
listen to the conversation and complete the booking form. Dear Mrs Pinon!
Name of client:
Mrs Pinotti
Hotel:
Dates: Number of nights: ISign your name]
Room type:
DDs 0
shower 0
bath 0
Assistant travel consultant
Price per night:
Thank Mrs Pinolli for telephone enquiry of [date). 2 Say what you have booked. Begin with "In accordance with your instructions" . 3 Tell her that she must pay the bill within 48 hours by credit card to
confirm the booking. Begin with" payment by credit
card" . 4 Thank her for usin g your fjrm.
5 End the letter. 6 Write the salutation .
Developing the Topic Listening 2
o
You work for a large trave l agency and are attend ing a training session on se lling techniques. Listen and f ill in the gaps. (Th e text below is not identical to t he tape.)
The sales conversation is different from an ordinary conversation because it has an (a) ................ w hich is to (b) ......... the product. There are (c) . .. stages or elements in a sales conversation , which are: rapport, questioning, presentation and (d) .......... . Rapport is the (e) ............. wh ich is built up between the sales assistant and the cl ien t. It needs to be established before (n ..... ...................... can take place. We question the client in order to find the type of (9) ............... he or she requ ires. There are (h) ........ . types of questions w hi ch are (i) ............... and (j) ....... . ........ q uestions . An open question begins w ith a (k) ............. word. W ith t hese kinds of questions you can learn w hat the (I) .. .. .. .. .. ...... .. and (m) . . ..... needs of yo ur cli ent are. You will discover the (n) ............ needs by ask ing questions such as "Who will be travelling? , When do you wan t to travel? " (0) ............ needs are catered for with (p) .. ...... . questions such as "(q) ... are your interests?" When you have discovered your cl ient's needs you must then estab li sh his or her (r) ..... ; these fall into four main bands. The first is (5) .......... and deals with their special (t) ................... , the second is the (u) ......... ......... or (v) .............. .. ...... ... Thirdly there's the question of (w) . . .. and fourthly is the (x) ....... ........ or (y) ..... when they can travel.
Reading 1 '$1
Read another extract from the training session talk and complete the gaps with a suitable word or words.
Selling Techniques Before beginning the (a) ... .. ......... stage yo u should always (b) .. ........... the inform ation and (c) ............. . t he facts. Then present the holiday you w ish to sell. Remember that when presentin g the (d) .......... .... , , the particular holiday, that the client is not buying th e (e) ............... but what it can do for them . For instance, the client who buys a
two-week holiday in a hotel in Ibiza is not buying the hotel bedroom so they can ad mire the wallpaper but because it is near the beach, it has the
the sale. Remember that once the client agrees to the sale they are showing commitment.
o
Trave l Age nts
Reading 2 Every week the Travel Trade Gazette visits several travel age ncies in a particular
town and asks fo r th e same information. It then awards each agency pOints.
look at the request. Answer t hese questions: a Where do the couple want to go? b Where don't they want to go?
Top Shop A cheap, late-summer IwlidayJar a younO couple who have been to Spain for the last four years but now want an alternative. A destinat.ion with a fair amount
1 Woodcock Travel, Bridge Street
or intcrc..~ting window d isplays.
too family-orientated. She handed out Freespirit, O lympic Greece and Olympic Cyprus. Asked about prices, the clerk said these were clearly shown in the brochures. Resorts? The custom er ''''015 again advised to refer to the brochures. The clerk was obviously under pressure in a husy agency but the approach was still too sketchy.
Sited in a depa r tment store, the exterior of this \"'elJ -stocked agency was limi ted to a small poster and a Sign . A clerk suggested Gr eece or Turkey. She looked at Cosmos deal s to Corfu. A September departure to Sidari was too expensi,'c at £427. Pefkos on Rhodes and Aghios N ikolaos on Crete were also examined. The clerk tried to contact Sunset but the line was bus)'. She said she could continue to try during the day and could contact the client when she had details. Details about accommodation, prices and availability were printed o ut. The clerk had a stTong knowledge of operators and used viewdata to good ellcct.
2 Ilkeston Co-op, Bridge Stre~t
4. Thomas Cook, Bridge Street
A well -designed w indow display featured flights, villas and European holidays. The spacious agency had a very good and easily accessible bmchure range. A senior clerk said that despite recent price rises, Turkey was still good value. Opening Freespirit.Turke)', she indicated the comprehensive resort descriptions and said Marmaris was a particular favourite. The clerk sa id Kusadasi was also good value ror money. Her other choice "'a.o; Greece. She again used a Freesp irit brochure to analyse Sidari, Ipsos and Das.'!ia on Corru. Tsilivi on Zakynthos, Tingaki on Kos, and Rethymnon and Hersonissos on Crete were also recommended. Location, prices and wcather details for each resort were checked thoroughly. Villmar Holidays was al!)o sugge;;ted for GreeC/;!. A mature and considered approach, coupled with destination knowl edge and enthusiasm, resulted in se"eral excellent solutions.
A young clerk checked with a colleague who said that n owhere would be too o\'errun arter mid -St~ ptcmber. She recommend ed the Spanish i!)lands but the client re peated that an alternati,'c to Spain was r equested . Crete and Turkey were suggested . The cl erk also said Turkey was becom ing popular. Sunworld, Freespirit Turkey and Thomson Simply Greece Were handed out unopened. Asked to suggest rCllortll on Crete, she referred the customer to the brochure. Average priccs?The clerk again adyised the d ient to read the brochures. A sketchy approach meant that the potential of well-chosen mater ial was lo ...t .
A spacious corner site wi th a range
A clerk suggested the Spanish islands but the client asked for other ideas. Southern Greece and Cy prus were thought suitable. The clerk discounted Malta for its poor beaches amI Portugal as being
a
b
SERVICE (rna,. 45)
39
SHOP APPEARANCE (max. 25)
D
(from Trare! Trade Ga7ctte)
SERVICE (max. 45)
19
25
SH OP APPEARANCE (rna,. 25)
24
USE OF MAT ERIAL (max. 15)
14
USE OF MATERIAL (max. 15)
C USTOMER REACTION (max. IS)
12
CUSTOMER REACTION (max. 15)
13
TOTAL
90
TOTAL
59
SERVICE (max. 45)
24
SERVICE (max. 45)
34
SH OP APPEARANCE (max. 25)
2S
SHOP APPEARANCE (max. 25)
22
D
C
d
USE OF MATERIAL (max. 15)
14
CUSTOMER REACTION (rna.,. 15)
12
CUSTOMER REACTION (rna,. IS)
14
TOTAL
65
TOTAL
82
USE OF MAT ERIAL (max. 15)
4
D
D
25
Writing 2 2
You w ork as a travel consultant for Creative Destinations .
a Read about the four trave l agencies and decide which
agency dealt with the couple's request most satisfactorily. b Match the tab les of results to the travel agencies by writing
the correct numbers in the boxes.
You have rece ived a fax from a man enquiring about holidays for himself and his w ife to the Portuguese island of Madeira.
Reply to the fax. asking for the information you need before you can recommend a suitable hotel or a package.
3 Answer these questions about Woodcock Travel a Why did the clerk consider Malta and Portugal to be
unsuitable? b W here did she suggest the clients might like to go? c
Ho w did she describe the resorts?
d Why was her approach too sketchy?
To : Hr Parkin s
From : Date : No o f pages : Re : Informa tion on holidays to Nadeira
4 Answer these questions about IIkeston Co-op a Which places did the clerk recommend? b How did she use the brochures?
c What did she check? d What qualities did she possess?
5 Answer these questions, using the information in Listening 2 and Read i ng 2. a W hat did the clerks in Thomas Cook and Woodcock Travel
do wrong? b What advice wou ld you give to the young clerk in Thomas Cook?
Vocabulary Compound adjectives Look at the texts in Reading 2 and find the compound adjectives which mean :
a a good choice: b for the fam ily: c with plenty of material: d effective ly planned and organised:
2
In the text about IIkeston Co-op we know that the w riter preferred th is agency to the others by his use of adjectives . He describes the agency as spacious, the approach as mature and considered.
Make a list of other positive adjectives used .
Dear Mr pa. rkins, have several Thank you for your f ax . Madeira bo'.:. h in Ol.U:· excellent hote l s in all-inclusive packages and in our independent t r ave l ler selection . However , so t hat I ca..-l. be sure to recorrrnend cli.e best holiday for you, I would apprec i ate it i f you could give me some more i n f ormation by answering the Iollo'....ing
questions: 1
Review 1 Units 1-5 Language Review 2 A Career in Tourism
1 Types of Holiday Use compound adjectives with numbers to rewrite these
Here are two extracts f rom an interview in w hich a you ng
sentences. without changing the meaning.
w om an is talkin g about her career. Complete the gaps using the correct forms of the verbs in
For example:
At t he Grand Hotel they serve a dinn er w hich has f ive
brackets, making any necessary changes.
courses.
Whil e I W(lS a SLudenl I Ca) .
At the Grand Hotel they serve a five-course dinner.
jobs. The one I (bl
as a wa itress ill a small hotel w~ crc t.h e .... i.llwa\s . .. ........... (rt mind) us how to beh ave. Si ll ce thcn I (e) ........... (wor k) in several (e) .....
a During hi s holiday, w hich lasted three w eeks, Paul m et Belinda.
.. (be)
landlady (d)
rest..'wr anl.-; /J nd 1 (f) .........
b Our brochure only features ho tels w hich have fi ve stars.
c Package holidays w here yo u stay in two centres are becoming increasingly popular.
............. (h J\'(~ ) t->e\'eral hOlidav .
....... (remember) mOl:lt \.i vidlv
......
(n d
. /I )
her a dvice \'cry useru!.
Last year I (9) .............. (begin) l.hiS iob. as Catering Manag(~r in tbis hol el. h""ery day I (h) . . .......... (be) responSible for the day.t.o-day running of the restauran t. I\ t. th e mome nt. i (i) .. (order) the provisions ror next month . I,al e·r I (j)
(inter,iew) new staff. d He went on a journey to Pari s t hat takes f our hou rs.
3 Trends in Tourism Complete the gaps using the correct forms of the verbs in e It onl y takes two minutes to w alk to th e nearest bank.
2 link the words inside the circle with the words outside it to make at least ten compound nouns.
For example: water sports water han d acco mmodation
centre book
sports centre
city sports holiday luggage guide
family
tour capital locker
brackets.
T hroughout history, people (a) ............... (travel) all over thl!' world for a variety of purposes. How~v~r, it is onl y in che last fifey years that people (b) .. (travd) in slich huge numbers fo r pleasure. Until this century only the veT)' rich and leisured people in society (c) ............... (ha\'e) the free t ime and the money to Havel outside the ir own local area. For insranc(', it is known (hat wealt hy Romans (d) ............. (go) to seaside resorts in Gret'ce and Egypr. In rhe seventeenth cemury the sons of the British aristocr.lcy (e) .............. (travel) throughom Europe to improve their knowledge. With rhe rrulways and the induscria l remluti on in Britain working~c1ass people (t) ............... (begin) to tf:l\·el. By the 18705 a ty'pical fumily holiday (g) ...... (be) a day's crip to the seas ide. A century later, during the 19705. the advent of the chl!'ap package hol iday (h) ............... (result ) in many people bei ng able fO enjoy rhe sun, beaches and food of Spain. Growing affluence, faster planes and imptQ\'ed facili ties li) .... .. ......... (mean) rhat m ore and more people rr;l\'e! ab road every }'e-ar and now people (j) .. . (begin) to wane co travel
further afield.
27
4 Where People Go look at the use of the definite article (the) in these
sentences. Decide if the sentences are correct or incorrect. Correct those that are wrong.
a Have you been to the Cezanne ex hibition at Tale Gallery?
b Package holidays to ski resorts of North America are becoming more popular. e Th e seven -day tour of the Europe included Innsbruck, Vienna and Venice .
2 Complete the gaps in this conversation: Paulette:
Good morn in g, can I help yo u?
Alexander:
Ah, yes please. My girlfriend and I would like to go on a safari.
Paulette:
(a) to go?
Alexander:
Well, we'd heard that the game parks in
d A trip up the Eiffel Tower was part of the package. e The Buckingham Palace is open to visitors in August.
...................... where you'd like
Kenya we re particularly impressive. Paulette:
Yes, of co urse. Several companies run
packages to Kenya. 2 This text has no definite articles (the). Put them in where necessary.
(bl Alexander:
As third hottest British summer on record appears likely to continue, rush abroad has reached record proportions this year. Al most ten million holidays have already been sold for thi s summer and remaining 850,000 are Jeaving shelves at such a rate that holiday companies no longer
throughout the year. (d)
accommodation ... Alexander:
Paulette:
........... .. in mind?
We would rather go on a camping safari than stay in hotels.
Let me show you this one in the brochure. As yo u can see, yo u travel aro und in covered land rovers. The holid ays are for seven or fourteen nights. W hich (e) ...... .................. ?
lOod of price cuts they needed last (ftom Tlte Times)
We heard that September was a good time ..... ? to go. Th at's right, (el . Yes, but the temperature is pretty constant
Paulette:
have to tempt customers with year.
...... ............. to go?
Alexander:
It's all
a question of price really.
5 Travel Agents Put the words in the italicised sentences into the correct order.
A: Good morning. help you like some would or you are looking ;ust?
B: Yes please. if had you any wondering I brochures Italy for was holiday? A: Certainly. where going you considering were? a seaside or cultural do holiday prefer you? B: Well a little of both really. where can suggest you be
somewhere possible it would to short excursions to take places of interest?
A: W ith pleasure. any preference you to the do as area in
* Shade in your score: Well done!
Wel l tried!
have Italy? B: Well, we had heard that there are so me good beaches near Rome.
A: Yes. Well, we have two excellent hotels in Rome which ..
A good attempt, but check your mistakes. Some revision needed. Talk to your teacher.
See your teacher now!
28
** *** ** ** **
*
**
*
50
40
30
20
10
o
•
Tour Operators
Revision Speechwork
o
Contractions c In the north we have insisted on more sympathetic development, and there you w ill find the excl usive
1 Listen to Mark. a junior area manager for the Balearic
Islands, compl aining to a colleague.
hide -away vill as.
As yo u listen, complete the gaps in this text:
d But in t he south we must develop a programm e of refurbishm ent and improvements.
(a) ... .......... ....... ... . alt very well - we mighr have a 12 per cent share of all summer packages sold but (b) . . ...... .......... down 2 per cent on last yea r. You see (e) .... . ...... been hit by hikes in hocel rates. I chink local hoteli ees (d) ..... got g reedy after lase year's record seaso n. But British [Curises (e) .......................... any more money in their pocketS this year than (0. ..................... lase year. And when you rea lise that the (g) ............... . recovered against the pound, you (h) ................. . be surprised chat many prefer [0 go to Florida or Turkey where thei r (i) ....................... still buy more. 0) .... ... . ......... tried to offioad some of Out unsold accom modation onto o ur foreign competitors but (k) ........... .. not interested in self-catering accommodation . So (l) . ............. ..... .... going to be forced to reduce prices in August. (m) ................... ....... also had to ca ncel cwo flights.
e In particular we have to insist t hat tour ope rators do not
o
organise pub crawls.
Practise saying them, then listen to the tape to check.
Language Focus The passive Rewrite the following statements u'ing the passive. For example: Four reps will meet t he flight .
The flight will be met by four reps. a They w ill escort you to your hotels.
b They spend t hree days a week meeting arrivals.
c The hoteli ers have created overbookin g problems.
d The fall in the value of the peset a shouldn·t affect the number of holidays sold.
Practise reading the text aloud. Compare your version with the tape. 2 In these sentences. underline all the auxil iaries, the forms of be and have, and the negatives. Decide if they can be contracted or not.
e They did not offer us a welcome drink.
The police arrest all lager louts.
a The south of the island has really suffered from the high-rise building boom of the 60s. b Now there are plans in the pipeline to improve these properties.
29
Writing 1 Yo u wo rk in th e personnel department of Global Tours Inc. in Tahiti. Complete this letter to Sonia, a new rep, who is about to join your team.
Global Tours Inc. Tahiti Office
Dear Sonia, I would like to welcome you to our team here in Tahiti and to outli ne what (a) .•.....•.. ....... ....... .. ..... (happen) during your first week with us. On arriva l at the airport you (b) ........ ... .... ...... .....•.. ... .. ... (meet) by Joh n Le Grand, our area manager, and (c) .. ... .... ....... ....... ........ (drive) to rhe Pacific Hotel where you (d) ..............•......•..••............ (live) during the season. There (e) .................... ...... .... ..... ...... (follow) a five-day training programme where you (f) ........ ............. .. ... ......... ........ . (introduce) to your colleagues and (g) .. ... ... .............. .... ..... (brief) . Then you (h) ................ .......... ... .... ... .... (show) how to check in plane-loads of holidaymakers, make short presentation s and deal with complaints. Also you (i) ...... .... .. .. .. ........ ... .. .. (take) arou nd the island to visit the places you (i) .... ............................. (take) our guests. There (k) ................................... ... (be) a short test to complete the programme, after which YOll (I) ...... ............... .. ... ... ... . (give) a certificate. Here we (m) .. ................ ....... .......... all ............ ....................... (look forward) to meering YOll on 1st May and working with you over the summer season. Yours sincerely,
Developing the Topic Reading Read the article on the opposite page about the work of a team of tour operator representatives in Majorca. Then choose the most suitable sentence from numbers 1-6 for each of the gaps in the text (A- F).
1. Surprisingly families appear the most demanding clients.
2. Another part of the team's day is spent dealing with complaints and requests for help.
4. On the front line the resort reps, average age 22. deal with such problems face to face. 5. Last year part of the team's work involved sorting out overbooking problems created by hoteliers.
6. Whi./e most of the team's work involves day-to-da 3. During the next week or fourteen days the Sunworld team headed by Ken Tyrer, will deal with more arrivals and •
departures and cope with any traumas - human and operational - that happen in between.
solVing of current problems, there is a great deal o~ pre -season contracting and late-sale management to undertake.
o Tour Operators HOLIDAY REPS ENJOY A HARD DAY'S NIGHT
Sun world sells 70 pt~ r c.'(>nt or capacity from the main brochuTt' but latt' sales can 100
deal of timc red ucing alloCdtions heClusc we knew h otels had on~ rbo()ked."
block who had paid 1500 from th(' m ain brochure, whjle some had paid i 150 for
E
unspedlled accommodation nn a latc special. 'We ha" e created the prohlt:.'nl as an on time to h(' greeted h)" a four-strong 4S industry ()urseins. \VI;' try to offt'1' team of re presentatives from tht" airlines good-q uality ac.·commodation hut must chartere r. Sunworld. Ha\ing t"•.ndured the compete with the market. At present one
destinAtions. Majorca's di\'crsity m e.lOs thi.'lt the ain:raft disgorges farnilil"S on 10
85
0
THEY each :;pcnd ~ix hours a da)" in resort and then carry out guiding Juties on excursions. Tht' popularity of Majorca as th~ UK 's top pal..-kage-holiday destination means it is a good training ground. "If they
c.m look aft er 1,000 client." in SUOlm('r major o p('rator is ofl'ering a week's half board in a three-star hOlei for £. 139, 'Xl ht"re , a few hundred in ",inter in L.mzarote 50
is easy. The variety of clients aho pro,;dcs good training. Th(~y rang(' rrom thosc.~ on thdr first foreign ho liday to VIPs
upsetting the balance of the market.I> Like all major operators, reps arc s('nt to int en'i(~w other companje~'i' clients to find out wh o is selling what and for how much.
mainstTC'..am holidays, youth groups and
those taking upmarket villa hol idays.
0
A
to give upgrades. La~t year w{' did not hanalternatives. So la.~t winter I spent a great
inevitably c.·ause prt)blems. "Last week we had people going to the same apartment
PALMA ai rport, 02.14 o n a ~ 1it1i ng Tuesday. A Boeing 757 arrives more or le:;s
lengthy wait to get their luggage, clients arc put on coachc!I and minibuses to the ir flnal
80
c
o
9S
oct.."1..Ipyi ng seclud ed ,iUas. One of the big complaints about Inta..<;;un was that the reps Wen! nc,.'n:r in tht: hotel, which i:; why we employ so Illany t.ran~-ti::r rq)s. But in cerLlin
"FI VE administration stafl deal with SUNWORLD ' S team handl es forty-fi\'c flights a wee:k split m'e r three flying days. 55 tht'sc in rest)!'\. O u r complaint ratio is 1.9 Su rpri singly for .~ur.h a lat e: hour, 86 pef 15 cenl of those arr iving on th" ']u csday morning's thrt'l" nights aH~ fam ili es ,woiding expensive weekend price supp l t~ mcnts.
pt'r cent, which is good c.·(msidering half 100 to be left alone." those arc time-wa.~tcrs or insurance claims. Th e team deals with (·\"crything. Unlikt' ~mw other operators Sun world from minor problems slich as not having sp3rcs its reps the indignity of having to be 60
"IN summer w e d(>'a1 with 5,000 arri\'31s 20
a week so that m eans we can have 10,000 people on the island at anyone time," said Mr Tyrer who works twelve hours a day. six days a week during th{' scvt"n-month
65
summer sc.'ason.
o
his 109 staff, split into the main tour ist areas ()f tht:.' north , south and t'ast. Among ~h em,
forty- six r ep s loo k after includi ng thirt), villas.
I SO
propt~ rth:.'i.
B 30
35
enough sun-beds, to the- occasional, but e-nll!rlainers. "I want them to be incyitabl<" call from someone in police professional during tht" day, which will not custody. Noise complaints arc also 105 work ir you see them on stage doing th ings in e"itable given the island 's mixed they are not good at." Most spend a couple d ientl'it!. WI! try to allo(:ate famili ....s and or days a w.... ck handling arrivals you ng people separately but e \'en in good and departures and holding welcoming fam ily properties there can still be an mcetings. Oth('r d ays arc occupit·J by element of young people. It is a problem 110 accounting. manag<,"Il1('nt m e("tings and throughout the isla.nd. Yilla \·isits.
LOOKING aft(T Sunworld's cli ent..: arc
25
70
0
WITH a 118,000 <..-apadty on the b land to sell, Mr Tyrer's staff remain in daily
propertic.~, especially 'lilIas, we operate a dial -a-n!p .~cT\"icc. Many p\:opk just want
75
o
F
o
"T HINGS got worse w ith indu ~t ri a l
T HEY want to know what ('"\'er~l.hi n g
action by French air trame ("ontroller~ which tTeated severe aircraft dela)"s. Our
costs. "There is a nm~tant oemand ro r information," ~aid Rchccca, ,1 rep in Puerto
iong<'st delay waS h\"ch·c hour!: following a 115 PoJlt:nsa. This is ht'r first st:J..SOn in Majorca t~chnical prohlem. 'We put people into but ~hc is coming hack for more. '" did not ho tels, but Hnding 180 beds in Jul), or bclic\"c people when th,~y s:a id t1lis was a August i .~ not easy," h(' expl ained. He paid (('ally attra(:ti,'(' joh but it i ~."
contact with their com.mercial dc partm e nt in the UK . "For the following week we can still have between 300 and 500 scats lert to
o ut L I 20,OOO las t sum m er for 2,200 complaints in r esort mainly due to o\"erhooking~. "It wa:- all n'co\'(~ red rrom
scll. It is important we redet "err (Iuickly,"
hoteliers," he added . ''This year we are able
(rrnm Tral-el Trade G
he said .
31
2 Read the article on page 31 again and tick the phrase which best completes each statement. a The three Tuesday flights: 1 have a supplement. 2 arrive at night. 3 arrive in time for lunch . 4 are popular with families.
4 property/ properties (lines 66 and 98) a personal belongings b land and/or the buildings on it c a quality or power that belongs to somebody or thing: The medicinal properties of a plant.
0 0 0 0
b Tour operators:
1 tell each other how much they are charging. 2 send their reps to ask holidaymakers how much they have spent on their holidays. 3 send their reps to find out how much holidaymakers know about package holidays. 4 only send their reps to question business cl ients. c Last year: hoteliers were made to pay the tour operator compensation. 2 hoteliers didn't allow Ken to give upgrades. 3 it was easy to find 180 beds in July. 4 hoteliers paid back the compensation paid out to dissatisfied holidaymakers. d Tour representatives:
1 are in their early 20s. 2 are all 22 years old. 3 work six hours a day. 4 can't act.
0 0 0
5 handles/handling (lines 12 and 107)
o o o o o o o o
o o
o o
Vocabulary 1 These wo rd s appear in the article Holiday reps enjoy a Hard Day's Night. They all have more than one meaning. TIck the dictionary defin ition, a, b or c, which best fits each word's meaning in the article.
0
a to touch or hold: Do not touch the exhibits b to control with you r hands: the windsurfer handled the board with skill. c to manage or deal with : my secretary will handle all the arrangements.
o
o o
Listening 1 listen to this conversation between Marianne, a reporter for the financial pages of a British daily newspaper, and Mike Butler, a financial consultant. As you listen, decide if these statements are true or false.
0 0
F0 F0
TO
FO
0
0
TO
FO
a Holiday pri ces fell in May. T b Three million holidays were sold at half price. T c Last year tour operators sold 9.5 million holidays.
d This year more holidays will be sold . T F e Over a th ird of British fam ilies go on package holidays.
Travel agents only sold this year's holidays to people who hadn't had a holiday in 1995. T0 F0 9 Accommodation prices are rising faster than inflation.
TO
FO
h Each of the big tour operators has 17 per cent of the market. T
0
F
0
Vocabulary 2 stifling (line 1) a very hot: It was a stifling day.
b prevents breathing: A
o
o 0
2 to endure/endured (line 5) a to support or bea r: We have had to endure many years of inflation. 0 b to remain alive or exist: A city built to endure. c to suffer something painful for a long time or to deal with an unpleasant situation: There are limits to what the human body can endure. 0
0
3 disgorge (line 9) a to brin g food back through the mouth from the stomach: After eating Jonah, the whale disgorged him b to th row out/emit: The chimney disgorged smoke. c to flow out into the sea: The Mississippi disgorges into the Gulf of Mexico.
In Listening 1 Mike Butler used several expressions to describe the profitability of t he market. Link the expressions on the left w ith their meanings on the right.
o o o
to stick to prices
to ask the customer to pay for your increased costs
to discount (fares)
to fall sharply and suddenly
to plummet (of prices)
to force an increase (in sales)
to boost sales
to force an increase (in something)
to cut (prices)
to lower (prices)
to sit tight
to maintain prices. not to change them
to pu sh up
to take a percentage off prices (e.g. 5 per cent)
to pass on
to wait without doing anything
e Tour Operators
o
Listening 2 li sten agai n to listening 1 and take notes under these headings:
1 f'ArrERlfS of SAL £S 2 ,vt/"'''E/? dF Srl l FS 3 t/,vsoLP IItTl IOAYS
4. mEIIvVIISrR.Ys U1A1CERAIS 5 U KElY OZIrc dMFS
Writing 2 A group of local hoteliers has been approached by a large British-based tour operator which requires 4,000 beds a week for next season's brochure. Last year a tour operator was unable to fill his all ocation and refused to pay. Local inflation is ru nning at 7 per cent. The hoteliers would like to know what the current situation in the holiday trade is in Britain. You work as an information officer for Strong. Berkeley and W righ t. a firm of brokers specialising in package*holiday shares, who have been asked to write a re port for th e hoteliers on the current situation . ...,
Complete this part of the report usi ng you r notes from li stening 2 .
Patterns of sales of package holidays
• It is estimated that approximately ..... ............. ... ........................... .. • However, their buying patterns have changed ........... .... ...................................... ............ . ... ... .................... ..... ............. ........... • This results in ............................................ .... .. ...... . Number of sales ..... ................. ...... • Early predictions forecast ........... .. ........... .. ............... ... .................................. ................ .. .... . • At the present time, it is ............................................ ..
Unsold holidays ............... .. ............................................... ............ • There are .... ........... .. ........... .. ......... . ...................... .. .. ....... .. .. .. .............. .......... ........ .......... ..... . • In order to sell .. ... ... ..
Conce.rns ........................ • There is a fear that ...................................................... . ......... .............. . ............................ • The cost of accommodation ............................ .. .......... ..
Likely outcomes ..... ............ ...... ........................... ... ....................... ....... ........... .............. .. ............................ . .................... . ... . ....................... ................... .... ............... ...... .
.
33
•
Promoting a Destination Revision Vocabulary 1
Language Focus
Look at these pictures. Can you say what they show?
Referring to the future Complete this conversation between Dominic and Lesley, two travel consultants, who are talking about lesley's plans for Christmas. It is 15th December. Put the verbs in brackets into the correct tenses and make any other necessary alterations.
.. ... (do)
Dominic: W hat (a).. .. .......... you .. for Christmas?
Lesley:
I'm really lucky. I've been chosen to go on a trip to Jamaica!
2
Dominic: Lucky you ! How long (b) .... ........... (be) away?
3 . . . . . . . . ..
Lesley:
4 5 . . . . ........ .
4
Lesley:
~ )~ 'r'T OFFER
Lesley:
2 Match the answers above to the correct definitions.
D
b A small sheet of paper containing promotional advertising wh ich is given to people in the street or put through their letter boxes. D A large sheet of paper containing an advertisement or notice usually displayed in a shop window or on a wall. D
D
e A piece of paper that has been folded and has promotional material on all sides.
0
A bit of both. I suppose. My plane (k) . (leave) from Heathrow on 19th December for Montego Bay where I (I) ..................... (stay) in the Richmond Hill Hotel. Wh ile I (m) (be) there I (n) ................ (have to) complete the questionnaire on what there is to do in the resort, the quality of services, the cost of snacks and drinks for the agency. But 1 (0) ................ definitely . (go) to Chukka Cove w hile I (p) .............. (be) there to see the polo.
Dominic: (q) ..
. . you .. .......... (be) in time to watch the Jam-Am yacht race?
d A booklet contain ing information and promotional material
often about holtdays.
110 ....... (tour) the island. I (9) .. (stay) in three resorts: Montego Bay, Ocho Rios and Port Anton io.
Dominic: Has your itin erary been planned for yo u or (h) ................ you .. ...(be able) to decide what you (i) .. ...... .. ....... (do) w hen you (j) . . . (get) there?
SPECIAL
C
Ten days in all. I (e) .......................... (leave) on 19th December and (dl ................ (arrive) home in time for the New Year.
Dominic: What kinds of things (e) ............. you ........ (do) wh ile you are there?
-..J. \. ../
a A book containing pictures and information about goods that you can buy.
.. .... you
Lesley:
No, unfortunately it (r) ...... .. ..... ..... (finish) before 1(5) .............. (arrive).
Dominic: That's a shame. But I wish I (t) .
. (go).
8
Promoting a Destination
Speechwork Pausing and rhythm On the right is t he soundtrack for one of th e Cyprus Tou rist Board 's British television com mercials. Yo u have bee n asked
to sy nchronise t he soundtrack with th e vid eo. Practise saying it so that you respect the pause boundaries (/), the intonation patterns and the speed of delivery.
o
o sublime queen/of breathtakinlJ beauty.! I can but marvel/at your radiance/and warmth.! And from the abundantl{Jifts/you have bestowed/upon your peoole/ It is no wonder/to !1JJ:/ that Aphrodite herself/ Was raised/against your/gentle shores.
Compare your commentary with the tape . Practise saying it.
Oh Cyprus/ Fall/in love.
Vocabulary 2 Brochure language ~ 1 Read this advertisement for Dublin, the capital of Ireland,
and fill in the gaps.
T
2 Replace the verbs in bold type in the advertisement with the verbs in the box. You may need a dictionary. attend
have e manated
pay tribute to
engrossed
proven
probably one of the world's (a) .......................... .
catch a glimpse of descen ds
linger
relates
secrets. Being less ea.<;ily at.-cessible than other capital cities
diminish
mingles
retain
stroll
to suit
U CKED away to the west of mainland Europe, Dublin is
in Europe has proved to be a (b) ...................... advantage, as it has allowed Duhlin to k eep its (e) ... " ........ ., village atmosphere. Dublin is a city o f contr a.'it<; and contradictions.
Medic,·.,1 and Georgian anhitt:<.,ture prOVid e a (d) .................. . backdrop to the (e) ............. and lh'c1y strcct s filled with entertainers of all kinch:J1H~ aroma of{t) .................... coffee mixes w ith the d istjnct smell of hops from the nearby Guinness brewe ry, drawing the visitors indoors. Street ~sid e cafes and pubs are always buzzing with (9) ... . . .. . . conve r sations and ,;~itors may soon find thcmseh·C's invo lved in topicS as clj" erse as sport, poiitio; and liter ature, or the o ld fa"ourite - the weather. In 1988 Dublin celebrated it" 1 ,OOOth birthday and was dc~ignat("d European Cit)' of Culture in 199 1. Many vi sitor attractions throughout the city show its fascinating history. Th ere are a variety of m use ums , art gall eries and \' i ~ i tor attractions for e"ery tarte and agt-·group. Take a walk along ont of the m a.ny Heritagl'" trai ls or fo llow the City's RVl'k 'n' Stroll trai l which tclll\ a myriad of (h) ...... .. fa cts about the Illil ny famous musk-iam who have come froOl this (i) ............... <"it)'.
Writing 1 The fo llowing extract appeared in a brochure advertising Irish golfing hotels. The adjectives have been deleted. Add adjectives in to make the hotel appear as lu xuriou s as possible .. HOTEL DUllloe CaS(l<.~ is ideal for your golfiuO' ;::, holiday. Situated in parkland, the hotd provides mtuft- Io ..-ers with a break. Stroll through gardens w hich r('lll"ct Ireland's magic and m arvel at a botanical collection which has
\\'01)
awards. EIUoy
rhe facilities, including indoor tennis, ;) swimming pool. riding and
fi.~hj ng. The hot~l
iudf is luxuriously furnish ed . Sip a
~
drink in Our bar or sample the resra uranr'~ cuisine.
U' tht: hustll' and bustle o f the city prove too much you can .,lw3),s take a trip along Dublin 's (j) .................... coastline or ('xpior('
the nearby Dublin m ountairu. Pay a yisit to Malahicle Castle and ~'ou may be lucky enough to see briefly Puck, the (k) ........... ... ghosl. The choice of cntcrlainment does not lessen as darknes..~ falls and the "isilor is faced with the dilemma of chOOSing whethe r to
'isit one of the' many theatres, go to a (on('".('rt at the National Concert Hall , walk through the li vely ped estrianised area of Temple Bar or take time o,'er a (l) . . meal in an (m ) ...................... restau rant.
From dawn
10
dusk, you will .~oon Jiscol'cr char nUBLll\1 IS DIFFERE"'T
35
Developing the Topic Vocabulary 3 Name the activities in the pictures.
o
.JJ: .':
-
~-~
2 Which of the activities are t he words in the box connected with? Write the words
under the correct pictures.
match ride
bat ree l
line
jetty
han dlebars
g reen coarse
crossbar
tow rope pedal w icket hors d'oeuvre
tee pann iers iron fairway
swing lock
stew dessert
ingredients pads bait entree
club
Reading The article opposite describes how the sport of cricket contributed to an increase in tourism to the West Indies from the UK in August 1995. Read the article and answer these questions: a How, according to t he article, is cricket helping the Caribbean tourism industry? b How are the San dals resorts being promoted? c What are the promoters trying to achieve? d According to the article, wh ich segment of the British tourism market watches cricket? e In which segment of the market is there the greatest increase in trade? What reason does the writer give for a fall in the numbers of German visitors to the Caribbean? 9 W hy does the w riter think that South Africa may become a popular long-haul destination with the British?
f)
Promoting a Destination
Test Series* Gives Big Boost to West Indies Tourism
C
an cricket sell holidavs? h seems unlikely that rhe gamC'- can convince British holidaymakers to book an expensin' trip (0 rht, other side of the world. Ytt cricket does appt'3r to have a role, at least in the salvation of many Caribbean islands wi th hopes of ,Ittracri ng upmarket clients. The fan th.u during this long, hot summer up to 4 million peop le have watched [he Test Matches throughom the day on television stems w justify the marketing people's optimism. Cerrainly, Butch Stewart, the hard-he-aded chairman of (he rapidly expanding Sandals chain of resorts, has been happy to spend £2.5 mi llion to spon.sor rhe West lndies nicker team. Each time the tension rises and even 000nicker supporters switch on they see the name Sandals emblazoned clearly in red on the \Vest Indians' white sh ires. When the team captions are shown, they cannOt help bur notice that Richardson, Ambrose, Keith Arrhurton and Kenneth Benjamin come from the romamically named l.ccward Islands and J unior Murray is
from [he equally e\'QCarive Windward Islands. \\fhere are chese mag i(al islands which can produce such uk·or ? Our come adases and, with rhem, holiday brochures for rhe Caribbean, or so the Sandals s(a ~Th ope. Suddenly Amigua and Nevis in the L("cwards and Grenada in the Windwards look particularly appeal ing, ('spc
,.
o
T~ ( ~ri~ =
£4.55 for two weeks' stIf-catering in Barbados to £2 ,989 for rh ree weeks' fuJI board J.t rhe island's Tamarind (o\'e, ml1ch of rhe increase has been in the costlier all-ind usivts. Overail, according CO (h e: Car ibbean tou rist organisJrion, 4 per cent more Britons wi ll visit the island rhis year compared (0 -' per cem fewer Gt·rmans. But then nOf many Germans play crit"ket. Brifish Airways Hoi idays says [bar there has been a 60 per cent increase in irs own booki ngs for the Caribbea n and that surpri si ngl y 23 per (em of irs clients ask for an upg rade from economy to bus iness class on the eight-and-a-half-hour flights . Caribbean Connections, which concentrated on ta king (ticket supponers to watch England play in the \Vest Indies twO years ago, saw its business rise by more rh
a comperirion between tWO national cricket teJ.ms inHlh'ing .'ie\"eral
ma«:he~
(or gJ.mt,~) .
Listening In the Reading text you learnt how cricket helped promote tourism in the West Indies. Now listen to Bill Morrison, the Senior Publicity Officer for the Irish Tourist Board. talking about how they market Ireland to the British and German markets.
a
How do visitors regard Ireland?
b
What type of holidays do they come for?
c
A re th e majority independent travell ers or package holiday makers?
d
What type of cli ent does the Tou rist Board target?
e
How and w here do they publici se and market Ireland?
f
W hat aspects of Irish life do they st ress in the marketing?
As you listen, compl ete the grid. The first has bee n done for you.
British
Germans
as both a domestic and an international destination
as an international destination
Writing 2 •
•
You work as a research assistant for yo ur local tourist board, which is lookin g at different ways of promoti ng a destination to different nat ional markets. Using the notes above. write a short report describing the ways Ireland is being promoted and marketed both in Britain and in Germany.
37
•
Responsible Tourism Revision Speechwork
o
Word boundaries 1 listen and write down what you hear. There is more than one word missing from
each gap. a More than 5 b
... holidays w hale watching.
c Thi s is an eeD ... d As too many people are ............. . e This is . . . ............... .. We
... ....... .. whales
.. these tri ps.
2 In these sentences, write marks like this ~ to link the words that run together in'
speech. Cross through the sounds that you lose.
For example: Some traveLagents~are promoting whaling trips. a They th ink that t his is a better economic alternative than killin g them. b But they permit evening as well as daytime trips. c As a resu lt, t he w hales abandon their young. d If w hales are to survive this, then governments have to draw up strict gUidelines at once.
o o
Listen to the tape and check your answers. Practise say ing the sentences.
3 You work as a tou r guide aboard "The Montcalm", a w haling cru ise ship t ravelling from Sweden to Greenland. Th is is the first day of a five ~ day t rip. Record the following announcement for your guests. Then compare it with
the tape. Good morning, ladies and gentlemen. Welco me aboard " The Montcalm". We w ill be sailing at eleven o'clock local time. We reach t he w haling area at arou nd four o' clock this afternoon. As soon as dusk approaches we will move off so as not to distress the w hales. We ho pe to see about twenty different species during the trip. Once again, I welcome yo u aboard and hope you have an enjoyab le and successful shoot.
e Responsible Tourism Vocabulary 1
Language Focus
Business collocations
Reporting verbs
Match the words on the left to the words on the right to make noun collocations, which appeared in the Reading
~
1 Use the reporting verbs on page 53 of the Course Book to complete the statements below. Use each verb once only.
text on pages 50-51 of th e Course Book. a The guest
costs
commodity labour maintenance tourist
prices
rates receipts
occupancy 2 Write the correct noun collocations from exercise 1 in these
a
c The receptionist ............. ..... . the guests when they come down to breakfast on thei r last morning that they need to check out before 11 a.m.
.. ... his staff to switch all
d The manager .................... . unnecessary lights off .
..... ...... . = the amount of money a co untry receives from touri sm.
e "It's dangerous to walk too close to th e cliff," she
............................ = what you have to pay for food and other basic materials on the world market. ... .... = the amoun t of money a hotel
d
must pay its staff. e
b Th e concierge .... ........ ................. .... . they visit the new nature reserve.
sentences.
b ...... ........................ __ .... ... = the amount of money that is required to keep a building in good repair.
c
.............. to leave unless he was given a
non·smoking room.
.. ............................. = the percentage of hotel rooms th at are full throughout the year.
3 Link the adjectives with the nouns to complete the definitions a-f.
economic foreign metropolitan competitive
global indigenous
countries fares commu nities eco nomy opportunities ownership
a belonging to somebody who does not live in your country: b local people native to the area: c all the goods and services produced and traded in t~e world:
d cheap flights: ............... .. e nations with large cities : chances for a co untry to become wealthy:
.. ...................... the party. The maid
... having taken the necklace from
Mrs Brown's room.
9 The local rep .... ............................... the hotel guests to a farewell party. h The government ... tourist jobs in th e area.
.. ................ that there are sufficient
Choose suitable reporting verbs to complete this extract. Do not use say or tell. There can be more than one correct answer. M ake sure you put the verbs into the appropriate tense.
n an article recently published in The Times il was (a) ......................... Ihat out ollhe 120 million glossy brochures which are prinled every year 38 million are Ihrown away. II (b) . .. ............ thallhe reason why these brochures cannol be recycled is because ollhe inks Ihat are used in the prinling process. However Ihe chairman 01 Green Flag Inlernational, a non-prolilmaking conservalion organisalion, is (c) ........... lour operalors 10 become green and 10 save paper. He (d) . thai saving Irees will also save Ihe operalors money. He also Iries to (e) ..... ..... .. ... holeliers 10 conserve scarce resources by saving waler and electricity. He to .......... Ihal they no longer change lowels daily and (g) ................... .. ........ Iheir guesls 10 swilch ott lighls when leaving rooms. He (h) .............. Ihe campaign is an attempllo slop olher counlries sullering unconlrolled development on Ihe scale seen in Spain in Ihe 1970s. Although he Ii) .......................... . Ihat his campaign has been a success in Malia he Ij) ................ ... Ihal he is otten fighting public disinlerest ' Unlilthe general public Ik) ................. .. "Green Tourism" and chooses holidays where Ihe lour operalor shows he is concerned wilh prolecling the environment. lew tour operalors will change Iheir policies,' he
I
(I) .. ........................... .
39
Developing the Topic Reading Read the article to answer these questions. a W hy were the fishermen angry?
b What happened to the sea cucumbers? W hy are tour operators concerned abo ut protecting the flora and fauna of the Galapagos?
C
e How do insects arrive on the island? d What harm are foreign plants and animals doing to the native species? How are the authorities trying to deal with this problem?
9 What concerns do some people have about tourism to the Galapagos? h What would they like to happen to the park entry fees?
Battle to Save the Galapagos
"E
have nOt only banned export fishing emirely, but have also prohibited che issuing of any more tourism licences and promised a flttt of parrol boa u and ai rcraft to enforce the new marine habirat has been experieDcing regulatiOns. an horrific SfCles of Since when, other GALAPAGOS ecological reversals over problems have come co (he PA.cJFIC fore. Galapagos' naeural the pnS ( eighteen OCEAN integrit), is rapidly being momhs. Early laS[ )'ear, the eroded as huma.n pressure increases, both from isl.mds were ravaged by Ecuador ian &etders and bush fires. Then many of overseas tourists. The the giam rorroises were kill,d, alleg,dly by resident population of fishermen incensed at the about 15 ,000 is increasing at 10 per cent annually, and imposi tion of restriccive tourism is fish quOtas . Tourist boots also sponed illegal onshore camps where sea flourishing. But perhaps most cucumbers. a vital cog in rhe marine ecosystem, devastating of aU is {he effect were being stripped from the sea bed, boiled of introduced animals and and dried, ready to be sold by middlemen to the plant life on the indigenous iucl'Jtive Far Eastern marker. spec ies. The subseq ueO( ban on rhe sea cucumber Galapagos' extraordinary array of wildlife, particularly trade led the fishermen co blockade the offices of the Research Station, which is viewed by iguanas and seabirds, has no defences against predators locals as the focus for a misguided conservationi st stance chat is denying them a such as cats and dogs. Nor li ...d ihocxl. Marines were even dispatched from have land animals such as the giant tortoises I!cuador to keep rhe peace. any experience of competing for food with such This trouble in paradise, however, has animals as pigs, donkeys, horses and cattle. finally prompced concerted action on behalf of Plants such as the quinine tree, which was Ecuador's oldest and foremost national park introduced in the 19505 to couneer the anticipated arrival of che malarial mosq uito, and noc only by ecologists and zoologiSts. Now the authorities and tour operacors, whose have now choked great rracts of the islands. in{(~-rest in the Galapagos is calculared at more Ironically, the malarial mosqui to has not than £SS million annually from the boom ing f'Scahlished itself, but ocher unintentionally introduced spec ies pose a serious threar. Inseers ecowurism marker, are al so taking steps to protect [he islands. The Enladorian authorities (an arrive On ehe daily flights or among craces NCHANTED island s or infested islands!"' reads the sign at the Charles Darwin Research Station in the Galapagos archipebgo where the land and
of vegecables landed by the cargo ships. Even snakes that are liable to ravage the l'U stocks among the islands' unique bi rd colonies have been found among imported timber. To counteract such problems the islands are looking at ways of imposing a quarantine on the area as well as looking at common-sense measures co reduce the likelihood of importcd ills. Visitors are already issued with rubbish collection bags and are now to be encouraged to check the soles of cheir shoes for 5('eds carried from the mainland. Brian Williams, direcror of Journey Lacin America which sends abom sao clients to the Galapagos every year, thinks that (Qur operatOrs' commitment to conservation is already imprttSsive. He insisted that the brand of tOurism praCtised is generally low impact, closely controlled and highly educational. However, ochers worry rhac rouriSt numbers art growing unacceptably fast. The agretd annual limit is 40,000, but lase year more chan 55,000 people visited the islands. Some local tour opera(Qrs, it is alleged, are Side-stepping the new tOurism liccnce restrictions by squeezing more berths into their bo.1.ts. The~' also regrer cbar much of the park entry fee of about £S2 per overseas visitOr is not reinvested in the park. This means thac tOurism does not bring the unquestioned benefits to the park that it should. (ftom The Tima)
e
Responsible Tourism
2 Find all the words in the article connected with animal life and all those connected with plant life. Write them next to the correct boxes.
Vocabulary 2 Find words in the article meaning:
a a gro up of islands: b people concerned with the environment and animals (three wo rd s):
Listening
c animals that hunt other an imals:
O·
d the indigenous plant and animal life e a prohibition
--
--
Ecocentrics Listen to Bob Stevens, who works for New Destinations pic, talking to a colleague. Sarah Munton, about a holiday
he went on . As you listen, take notes under these headings:
destroying completely
Whcg~ (lh the'i£ hc-M~s S~
g a means of earning money
1i1e bm.t a.ul Uu. crew fx~
Writing ~
l..ouU f2LDPIu>
You work for Exotic Destinations. Your MD has decided that all yo ur clients travelling to India w ill need t o receive a set of instructions about the way to dress w hile on the Indian subcontinent. Look at the pictures and captions below. Write a set of instructions for sending out to clients who are about to embark on your Indian tours.
Instructions for Travellers to India Clo/hiTlS
2
3
7
cotton not synthetic 5
6
5 rupees
41
• Transport Revision Vocabulary 1 Two-part verbs Join these verbs and prepositions and make phrasal verbs to replace the words printed in italics in sentences a-o.
call (x 2) cut (x 2) make hang (x 2)
miss pick put (x2) set look sort work
a b c d e f 9
h i
k
m n o
around down off (x 4) out (x 4) up (x 5) on (x 2)
I'll write the bill for you. That hotel needs to reduce the number of staff it employs. She calculated the answer. The Italian group leaves for London at 9.15 p.m. today. Pierre lost the chance of working on Concorde. Due to bad weather they cancelled the boat trip. They postponed their trip to the Seychelles when John became redundant. Their train was lale and so they had to wait at th e station for two hours. The hotel manager promised to coiled Sonia at the airport when she arrived to start her new job. One of the nice things about being an air steward is that you can visit your friends unexpectedly. Students often rely on friends and relatives to give them accommodation when they travel. When Sandra finished the phone call, she remembered that she had not told her boss about the new guests. Whe n you need to read a file on the computer, you must access the file. She tidied and organised her papers. The telephone com pany disconnected their phone.
2 Use two-part verbs, either from exercise 1 or from page 57 of the Course Book, to fill the gaps in this text.
When Susan was in the Hi gh Street she (a) .... ...... .......... . the travel agency to book her ticket to the States. Before she left home she had (b) ................... where she wanted to go. As she didn't want to (c) ... seeing Niagara Falls, she had decided to (d) .. " ......... .... her expenses by asking her uncle to (e) ............ her while she was in New York. She was also going to (0 . .. .... some old friends she hadn't seen for a long time whe n she was in San Francisco. The travel consultant (g) . ............. ...... the information about flights on the computer screen. Susan was (h) .......................... from London on 1st September. The travel consultan t tried to persuade Susan to book the shuttle service to the centre of New York but Susan said she did not need transport as her uncle wo uld be Ii) . .... . her . Hopefully the plane would not be delayed and he wou ld not have to (j) . . ................. . ........ the airport too long!
When the travel consultant had all the details she promised to (k) . .................. the itinerary and to ring Susan as soon as it was ready. That night Susan (I) . ........... all her papers and holiday brochures before she rang her uncle to tell him when she would be arriving in the States. They were (m) . ... twice, but thankfully they were eventually able to speak . At the end of the call when she (n) ....... ........... .. she knew that he was (0) . to seeing her.
o Transport 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. 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
o
Listen to the tape to check your pronunciation.
Vocabulary 2 3 Each blank contains one missing word wh ich is strongly associated with another word nearby. Th e missing words are: cry soak
dine stuff far good spare style effort t ime
images
hand/hands
walk
en tertainment
Use the words to fill t he gaps in the text.
the airport waiting for a grou p of hoHdaymakers to arrive.
Listen to the tape and fill in the gaps in these 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
o
Now try making the announcements yourself, and, if possible, record them onto a cassette.
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.
SaitA~ 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
o
Complete this network, adding as many new words and branches as you can .
Listening 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 b c d
Britannia and Thomson" decide how many planes w ill be in use . They have to f ill 26,000 slots in a twenty-fo ur-week programme. Th ey don 't expect to change their flight plans. 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: w indow aisle three last
smoking bulkhead
close
empty
last
WHICH S£AT
emergency exits
middle
seat means a chance to rest
rows A family with two children may prefer to sit in these seats on long-haul flights, as they give a good view of the movie
your head on t he side panel and get some sleep.
screen and both parents can kee p "guard " on either side.
d
seat On a
b
night flight a
a
seat Very
desirable to sit next to one. More space overall and taller people can stretch their legs out sideways. The best chance of sitting next to an seat is to ask for an aisle seat in the middle section, as usually the last to fi ll.
c
seats of row
On
long flights these can be inconvenient if you have to climb apologetically over others to get out to the toilet.
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 ..
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.
seat The 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 opinion, describe the personal qualities that people working with the public should possess.
(h)
honest lazy
shrewd thoughtfu l
motivated
t imid
efficient
sensible
trustworth y zealous
helpl ess
sensitive
(blame) delay' on (i)
(re ply) when pa~se n ge 1" s
(b olher ) (k) complain ?
Instead of (l) ....... . ........ (blame) circumstances beyond their control or (m) .............. . ... (accuse)
passengers of (n) 2 Someone w ho knows a lot about a subject is well-informed .
Add well or self as a prefix to the following adjectives to show a positive quality. ......... -behaved
-mannered
..-possessed
..... .... -conf id ent
.. -assured
(need)
spare:. parts o r by not (j)
clever disorganised
ambitiou s
O"cr the years, the general public has bc(.:ome tired of (g) ........... (Ih len) to ('xcw;cs. What is acruen'd by
......... -organised ......... -intentio ned
........ (not care) how the industry
works, o perators, airlines and seat brokers must realise
that the fa ul t lies with those who are proud of (0) ............
(incre.lSc) passenger numbers each
year, yet obtain tJlcse increases by (p) .................. .
(urge) customers (q)
................ (take) holidays at
ridil:ulously low prices .
O f course , it is w'r), tempting (r) ............... (ask)
.. -reliant
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.
It is time the responsible operator!; and airlines
with to or the gerund (-ing form) of the verbs in brackets.
joined forces (t) industry as a
Holidaymakers deserve better service A LTH O U GH T O URISM
EARNS ...
fort un e
Unle~ t.hey do so, the package
trom
..... (make) people's f~mta~ics come true, the
(a)
cheap their ticket, hol idaymakt'("S do not dcscnc (v)
cu;o;toJnl!r r dathms.
frequently.ne.
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.
holiday industry is
likel~· (u ) ............ (rt'main) the poor r elation . Howeyer
industry has a gr eat deal (b) ............ (learn) ahout
TI1 C
... (protest) for the goud of t.he
\\"ho l ~.
(he t rC'atcd ) in the way some
CD Speechwork
Writing 1 ~
Contrastive stress
o
1 Li sten to Chris talking to David about his holiday problems.
As you listen, write notes in the grid. Expected/required
Customer Relations
You work in the Customer Relations Department of Exotic Destinations. Your supeNisor has left this memo and this letter on your desk. Foll ow her instructions.
Hap pened/received
Chri s
MEMO 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: a We' d asked for an apartment w ith a sea view but we re
48, The Vale· Sunny town • Devon· DC4 56JK 7th December
given one with a view of the courtyard . b Th e children needed to sleep at ni ght but th ey we re kept awake by the noise. c We asked for £600 but they only offered a mere £100.
The Customer Relations Dept Exotic Destinations Pacific House
Randolph Way London W7 Y BOT
3 Pradise saying these sentences: 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. c I asked for sparkl ing not still water. d The brochure adverti sed accommodation on a quiet beach not in the city centre. e It's not head office that pays compensation it's th e individual
o
shop . Listen to the tape to check .
Dear Sir, My husband and I have recently returned from one of your Golden Group holidays in Tunisia . We chose this holiday in preference to many others as we w ere assured both in the brochure and by your agency staff that this particular package catered for retired couples like ourselves. We understood that our specially organised activities would be 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?
b Why wasn't Jane's behaviour to customers noticed sooner? c W hat did the assistant manager of ABC Travel do w hen she wasn't satisfied with the service she received?
e W hy was n't the manager of Inter-World Travel satisfied with the service he received? f W hat conclus ion did he come to? 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 b c d
not enough or not good enough: uninterested: .. new to the job: ...... ....... _ ........................... . not polite: ............................ ..
2 In paragraphs one and two, find the idiomatic expressions that mean: a apathetic or careless attitude: ...... .. .... ................... . b a reprimand: .............. .
I1!l Listening Peter Garfield, t he perso nnel officer of Global Tours, is
o
giving a talk to a group of trainee t ravel consultants.
1 listen to the tape. In which order does Paul deal wit~ these top ics:
a accu racy b confidentiality c body language
o
D 0 0
d perso nal appearance e reliability f loyalty
0 0 0
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." H e telephones back after tWO hours, apologising for the delay and explaining that things have been very bu sy in t he agency ,md that th is has been the fir st opportunity he has had during the morning.
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
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
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.
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.
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 :
0 0 0
a Ai r traffic control delayed BA 456's landing. The landing of .. .. .. .. .. ................................ .. ................ .. .. .... .
Please hurry, the plane is leaving at 12.20. 2 Please hurry, the plane leaves at 12.20. 3 Please hurry, th e plane w ill leave at 12.20.
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:
I'm sorry, but at 9.00 a.m . I'll be checking in new arrivals.
c Pub crawls have bee n banned.
The local council .
0
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.
d A customer in a travel age ncy asks yo u abo ut her room in a hotel in Corfu. Do yo u say:
Tourists
o o
1 You r room is havin g a sea view.
e 9.5 million holidays were sold last year. Tour operators ... .................... .... ... .. .. ... .. ..... ...
o
2 Your room w ill be having a sea view. 3 Yo ur room w ill have a sea view.
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 continue. b Versailles and Fontainebleau visit many people every year.
2 I don't finish it until 5 p.m. t omorrow.
c Children under 12 are not allowed in the bar.
3 I am not finishing it until 5 p.m . tom orrow.
d All
area manager at 5 p.m . tomorrow. Do yo u say:
1 I wo n't have finished it until 5 p.m. tomorrow.
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
7 Promoting a Destination are t hree sentences. Tick w hich one you would say.
. (give) a
welcoming talk to the new arrivals.
friend asks you about yo ur plans for Friday, 5th May. Do
52
.... (stand) for
550 years. d At 9.05 tom orrow evenin g I
a You have accepted a su mmer post as a tour rep in Bari. A
1 I will fly to Bari to start my new job. 2 I am flying to Bari to start my new job. 3 I fly to Bari to start my new job.
.. ... (faint).
c By the year 202 1 Genoa University .
Letters a--e describe five situations. For each situation there
you say:
0 0 0
e By the end of the seaso n we .. ... .. .. ........ (ac hi eve) 88
o o o
per cent occupancy rates .
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,
Tick the correct sentence in each pair.
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.
a The guest remembers to lose his wallet last ni ght. Th e guest remembers losing his wallet last night.
o o
b The manager stopped to w ork w hen the visitor arrived. The manager stopped w orking when th e visitor arri ved.
0 0
c
I regret t o inform all clients th at th e restaurant will be closed for refurbishment until further notice. I regret informing all clients that the restaurant will be closed for refurbishment until further notice. 0
0
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. d "Get me a large brandy!" Mr Gold told the waiter. e " You should take out travel insurance before yo u leave," the travel agent told us. " Don' t change money in the street, it's dangerous!" she said
to us.
d The tour guide warned everyon e in the party to t ake care on the cliffs. 0 Th e tour guide warned everyone in the party taking care on the cliffs. 0 e The chambermaid admitted to take the necklace from the room. The chambermaid admitted taking the neck lace from the room .
o o
9 "Yes, that's right," he said to us.
2 h "At least try to come to the party," she said, so I agreed.
"Do you have a restaurant? " he said . " If you don't give us a quieter room, we' ll leave the hotel," said the angry guest.
9 Transport Put the pronouns in the correct places: a We have looked at. (them) b We have speeded up. (them) c W e have taken in to account. (it) d I came across. (it)
Complete the text using the correct forms of the verbs in brackets. A group of holidaymakers won a legal batcle when {he journey along the ancient Silk Route fa iled (a) ............ ...... . (live up) to the brochure's prom ~s. 'this comes at a time when consumers' associations have been wa rning tour operators against (b) ........ : (offer) derisory compensation to disgruncled clients. The company had refused
but twe nty of the parey decided to take the matter ro court. The (Our operators denied (d) .. ' (cry) to deceive t he holidaymaktrs but lost the case and chey have now u ndert aken (e) .............. ... (pay) compe nsation of £250 per person plus costs.
* Shade in your score:
e They put into operation. (it)
50
Well done! 2 Rewrite the jumbled sentences in t he correct order.
** *** ** ** ** * ** * o
40
a the management down the of work lays for conditions the employees.
(c) .............. . (admit) liability
Well tried!
30
b can the planning manager on w ith t he flights scheduling get.
A good attemp~ but check your mistakes.
20
c LGW f or Gatwick stands London. d just let work the bill me out.
Some revision needed. Talk to your teacher.
e for savin g the trip up have been I since last year.
See your teacher now!
10
53
•
Hotel Facilities Revision Language Focus Adjectives and order of adjectives Put the jumbled adjective phrases in the correct order to
complete these sentences. 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
self-
-.
old-
"-
2
3
board
shoes
service ...
charm
"\ \
direct-
made
centrally-
in
hand -
dial
well -
world
low-
heated
half-
only
built-
season
telephone
in vitation-
dressed
rates
room acco mmodation
\
wo man party ' restaurant cupboard
1$1
3 Write a description of this room . A few ideas have been given to start you off.
6)
Speechwork
o
Stress in compound adjectives Listen to the tape and complete the gaps. ,/" The Grand Hotel is a (a) .......................... building on the\ coast that was (b) ..................... ... to cater for (c) . .. ............... clients who require comfortable (dl . .. .......... ...... ... rooms. Although .prices are high you can find many (e) .................. '" offers in January and February.
o
Listen again and underline the part which is stressed in each. Practise saying them alou d.
2 These sentences all contain compound adjectives. Underline the stressed part in each compound adjective. Practise saying them aloud . a The telephones in the rooms are all direct dial. ~ The guide was well dressed. o The hotel had been purpose-built. .: It was a last-minute decision to come. eo They ate in the self-service restaurant.
o
Hotel Facilities
a The. . ............ and. .................... had decided to spend their honeymoon in the Maldives. 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 ............ .... .. d ................. and ...... ........ ... in the Aspects Restaurant on the twenty-fifth floor from 8 p.m. till midnight. e Both and .. ........ staff are obliged to wear a uniform. .......... and ............. .... of the They searched the hotel for the missing earring. . .... with 9 Would you like some .................. and your meal, sir? h We have to make .................... . and ......... rules for the safety of all concerned . i Please make sure that your uniform is .......... and ........ , so that yo u will make a good impression. If you look carefully at your contract you will see that all the points are there in .......... ....... and ........ .. k They searched everywhere for the missing child and eventually found him and ........... in the games room. .. in your tea, madam? Would you like .... ...... and
The tea-house has its own old-world charm. 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 black bread bride jacket milk wine hard length male wh isky spick safe
B tie dine breadth wh ite span groom soda sound butter fast female sugar
55
Writing Yo u work as an advance rese rvations cle rk in the Majestic Hote l in Davos, SWjtzeriand.
Majestic Hotel, Davos
You have received t his letter from an exclusive London travel agency. You have worked w ith them before and value t heir custom.
The Independent Skier 43~
Piccadilly Sueet
London W1A2ST
Reservations Manager Majestic Hotel
The Promenildc
Enioy perfect hospitality and uHobtrusiue elegance in this luxury .5" -star hotel. All rooms are spacious and comfortable, designed to help yo" relax in the fresh illvigoratillg alpille air. After a day on the Alps unwind in our exotic pool or dine by candlelight in our penthouse restatl1"ant.
Dayos
CH7DO 16th January
Dear ......... .. One of our most valued clients has expre:;sed a desire to spend a few days in Davos from 17th-21st February inclusive.
Individual winter rates to include overnight stay, buffet breakfast, 4 -course dinner, welcome cocktail, use of swimm ing poo l and sauna, parking, transfers from and to the railway station, scheduled shuttle hus to the ski stations, and services and taxes. All rooms are en suite. There a re lifts to all floors. Single Standard: 215 SwF Superior: 300 SwF
Double Standard: 590 SwF Superior: 620 SwF
please arrange for limousine transport to the hotel? They do not wish t() take n.dvanUlge of the hotel bus..
Junior suites (double) 795 SwF
Senior suites (double) 950 SwF
Tbey would abo appreciate it if you could arrange in advance lift passes, paragliding and snow-boarding se~sions.
Extra bed from 12 years: 150 5wF per day
He is travelling with his two teenage son~ and would requ ire two adjoining senior suites on the top floor with half board. They intend to fly to Zurich and trave l by rail fo Davos. Can you
Please c{)nfinn by return availabilj ty and your lenns.
Child reductions to 6 years: free in pare nts' room indo breakfast 6-12 years: 65 SwF per day incl. breakfast
Could you also forward us some copics of your most up-to-date broch ure.
Skiing: downhill and cross-country skiing, snow-
Payment will be made by credit card On arrival.
With all best \\'ishes. Your~ sincerely,
Sarah Bowen-Lyons Senior Travel Consultant, Swiss Des.k
Write the reply using the following information and inventing any other details:
H<\~E'itic
H"o"t!l l't -.::( Feb! r (Ut-~:)
boarding, paragliding, ice skat ing and tennis all available.
We will arrange your chi ld 's ski school and baby-sitting fac il ities. Come to Davos, the internationally famous centre for sport, culture, health and congresses, 1,560 metres a bove Sea leve l in the heart of Switzerland's holiday regio n. 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.
G) Hotel Facilities
Developing the Topic Listening
o
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
answer these questions: e Why are t here so few managers?
a When did the hotel first open? b What was it then cali ed?
How are reservations made?
c How lon g did the present refurbishment take? d How many people can the restaurant cater for at one sitting?
9 Where in Prague is the hotel located?
h What type of dishes does the chef prepare?
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 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,
F
M
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 yictpresident, 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.
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-fromhome. Incl"t"'lSi ngly, the hare! room WJ.S l'ieww as a plaCl: to do business, hl:nct the move towards builtin 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 b c d e
to give someone the power or right to do something: gave special importance to something: to make something certain: . ................. . permitted someone to do something: .............................. . 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.
~
2 Complete this passage about a theme park near London using suitable conjunctions.
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)
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 the children themselves. b There has been a
small
small
houses are smaller than
improve ment in occupancy rates this year in the region of 5
per cent. c The budget-priced motel's rooms were all small but comfortable, complete with
miniature compact minute
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 b The breakdown of figures shows the percentage growth in each part of the hotel market.
appreciate radical illustrates taken into consideration sector
c We would like it if you would send payment of your hotel bill as soon as you
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 fabulous f.actor
castle half location
pyjamas gardens
station accommod.ation
eI
o
within close proximity of regret the inconven ience by return
receive this letter.
listen to the tape and check your answers.
Japanese sand
parade mansion
0:
it)
SeL"'Cling Locations
Developing the Topic o
Listening
Writing
listen to John Murphy, a director of the Tussauds Group.
You work in the f:\'/ Ventures Department of Them es Galore, a company specialising in opening new theme parks
explaining how to choose a site for a new theme park.
throughout the world . You have been asked to write a report recommending one of two possible locations for a
As you listen, fill in the gaps: a The resident popu lation are those peopl e who b Tourists are both who are staying within that
new theme park. Look at the information about the two sites given below
.. . and
and decide which would be most suitable. Write a report
.. ... ....... radius.
for your MD outlining the reasons why.
c An affinity group is a group of peop le w ho have
d A liner group is a group of people who have .
e So the questions are: do we have a site in an area where and is the site .....
City (pop. 350.000)
FJoriana is a beautiful unspoilt island off the Indian coast. It has a population of
o
Town (pop. 150.000)
3,000 who live in small coastal Villages.
o
Vi llage (pop. 500)
..
Hotel
D
A. Proposed site for 'V' Theme Park
. .. ..? .7 .... .... if the
9 Is there a reasonable h An area of natural beauty is an . location is a .
There are few roads and little contact with the mainland.
No. of international visi tors:
2S
INDIA
. :: l 00km
but if the park is big enough, you can ..... .
FLORIANA If the. go to the beach.
. people prefer to
,/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. Complete this extract from the report using the conjunctions in the box. however as a result
in addition to besides
but
PRODUTIA
therefore
(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 SC-'jJrise to learn that Konstanz, with a population of 75,000, anracts _ ,'?f 200,000 overnight visitors a year.
0
* (f) Produtia is a small but heavily
populated land-locked industrialised
[i,O]
Vi llage (pop. SOO) Hotel Airport MUSl!um I Gallt!ry Motorway
.h an average stay of only 2.4 nights, Konstanz would appear to :.c c typical destination for city breaks, (d) .. ............ the majority
country. It has large cities with a
.A Proposed site for 'W' Theme Park
~
cultural heritage. The south of the
No. of international visitors :
Yisjtors are day trippers. This is due to its dose vicinity to popular
-c iday regions (e) .............. its closeness to the island of Mainau .... idJ attracts two million day-visitors a year. (f) .... the town from serious congestion since most visitors arrive by road.
country is a popular international tourist destination .
400.000 , =50km
- ":':HS
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 b c d e
In which city is the hotel? How tall was the previous Kyoto Hotel? How were t he owners able to bu ild a high-rise hotel? W hat does the city's name mean? 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
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.
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
It is a ci ty chat embodies the spirir of old Japan, where ancielJ( am and cralts - texeile weaving, eeramjes, kimono- and kitt-makinglive 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
o
Pausing and stress
1 listen to an extract from the london Tourist Board's
~ 2 Use these notes to write some more of the telephone
~ele phone guide to London's markets.
gUide.
As you listen, mark where the speaker pauses (I) and underline any words he stresses.
Mark the places in your text where you should pause (I) and underline any words you should stress. Practise saying it.
Record your text onto a cassette.
Petticoat Lane is London's worl d-famous Sunday marker; 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 the old Spitalfields market in Commercial Street, London East 1. This covered market is si tuated on the site of 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}' <:0 \-isit it is Sunday when it 's home to l ondon's only organic food market.
CA.MPEN .l.Xk M'(RKET • 07te o/tfte~,l2dJU
• .hut!UnL tiJ.90: SatunL4qs dYJ'''''~ iJat_e;c '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:
a If yo u
. . by bus, it'll only take you a few minutes.
b In the event of an accident. the alarm
c If the lift doors refuse to open, please .. .... the button. d Students are all owed in to the museum at reduced rates provided that .. ........ that e Children are permitted in the bar on . they do not disturb the other guests.
Cheques are not accepted ... .. they are accompanied by a cheque guarantee card. 9 If you become separated from the tour, please 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
a
lohans works in the Berlin Tourist Office. 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.
~
2 Use the following prompts to make conditional sentences expressing improbability:
a Iflyou/become/managi ng director of Forte hotels/what do? b Ifl i/ lose/a guest on an excursion/firing/the hotel c If/you/have/a car/drive across Europe
d Th ey/earn/more money/iflwork/longer hours
e Sophia/tell/day-trippers about the funfair if/know/where it/be
~ 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 information services in London and about the qualities and
Words for the parts of a theatre are different in British 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
O·
Intensifiers 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
these sentences. Use each word once only.
a It was a/n
........... "' .... .. ... mild day for the tim e of year.
=- It is ........ vital that all tour guides have attended the local history course. .: The service the guests received at that hotel was :
...... marvellous. The gu ests felt that the excursion had been.
overpriced. .e This morning everybody was ..................... busy in the office. :
;
1~
was a/n ...
.......... we ll-organ ised excursion.
owadays hotel managers are .............. ............... trained. absolutely
perfectly
slightly
exceptionally
terri bly
really
highly
and which is British English. Write UK next to the British word and US next to the American word. The first pair has been done for you.
D D D D D D D D
check room
foyer
Interval
interm ission
/ "'~'''"'' cinema
movie theater
upper ci rcle
stalls
cloakroom
first balcony
lobby
hatcheck girl
mezzanine
dress circle
cloakroom attendant
D D D D D D D 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
A The Thames Barrier o The National Maritim e M use um G Th ames Bridge
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. .. 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. (e)
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
B The Date Lin e
C The Fan Museu m
E The Russian Submarine H O ld Royal O bservato!},
F The Quee n's Hou se Children's M useum
Writing 2 Yo u work as a tourist information clerk in the Touri st Information Centre in York. You have received th is e-mail message. Use the information on the opposite page to write a reply.
M.... •.... i!:e anr:t I a .. e plann; no to ,ornE OVQI,' to the UK OUl; young son .
in
tbe t?arlj- tall WIth would ] i).;e tOo spe_ld :'\d:ty in lour fine t:'itl', ir.tr,;xiucing 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. w~
t"lea$t? send mol fu~l tlet41.ils . 'rhdDr:S !vr YC'lr :oop'e'rdtion. YOUl-S
Ldthfu,l.ly.
1. Howard tIfo; e-mall numb~l: is
';t,. s·
.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 meJiel'al
5 The World of the Minster
cochttiral in Northern Europe.
Offers a.fd.~dntlrjn9
lye
insight into che
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
" I ... ! VA 0I ~- - - -,·""'-"-
8 The City Walls The olJ
i
<1 Englund. 67
Marketing the Past Revision Speechwork
o
Pausing, stress and pitch
Writing 1 ~
Yo u work as the Skyways Holid ays rep in Buftalo, USA. 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:
1 Listen to a guide describing Niagara Falls and mark the
places where she pauses.
Everybody over th is way, I' ll t ell you a li ttle bit about w hat you 're going to see and th en w e'll head down to the boat ride , First of all, I want to tel l you that yo u all look very beautiful and handsome in your w hite coats . You' re very disting uished - loo king. 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 .
• •
w hat g uests w ill see the time of departure and return to th e hotel the cost of t he trip how or w here guests can get tickets. See page 92 of the Course Book for an example.
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 protect agai nst invaders.
a The group t hat was due to visit the port this afternoon has 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. (The Romans bui lt t wo lighth ouses.)
c Th e huge outer harbo ur which was bui lt at the beginn ing of 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 . (It is in the cast le grou nds.)
d The custodians w ho w ork o n the gat e need more pat ience 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. (It is one of th e most imposing and impregnable fortresses in Euro pe.)
enjoys his work very much , The build ing wh ich stan ds on t he w hite cliffs above the 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.
Practise giving the talk. Then record your talk on a cassette. Slaali:rsprare 's blr thplacr. • ;pical milJdltx l(lss furniture tof Ihe lime • s.ales p~dr(' hurn in ulIslairs N)Om r---~~--~,
5 Ro~ .. 1 S h ak('!" p(~a r r. Th r at rc • huHL in 1962
• produces S ha kt."~pea r~ an p l ay~ • adjOining th ea l r~ r iC'lUfl' ga llery and mu:-.cum willi paintings and C'oslUmcs 01' famous urli».l}; and aChlrs
" a lA' jnJ o~ with Signatures of other famous playwrights
~ : -
~
(j
2 Hairs Croft • medi eval hou"c • home of ShakespeliT'e':$ daughter, Susa nna. who married Dr lIall, an emillPnL local dOCLor • house contains 16th- and 17thcentury medical equipment
Han'al'd 1I01lS('
• home of John lIarv;l rd, who later emi~ra LC d to USA an~1 rOllndeti l-lJl'vard llniwrsiLy 'fil e Sha kf'sp...... r e Ct1nt.re, • founded in lH6-1 r---- • comm{'morates 400lh
(Hllliw rsa ry 01 S h a ~ es rlt 'a rc'=,
• il
~ '"', Placf'
e telgh t by Shakl'SI>l!are in 1597 e p:rlllanCflL Ic:-id('Ju:t: trum
~
'"",,,,,,h liall IShakespeare's
I,irth
study Crnl rt"
Iioly 'IH Il It~' (;hul'ch • Shakespeare"s hal)lism
11 till hr dicd in 161 6
.....ught") an~ Thoma, N.,I! . - --
,,--------,
-L.:J""-'c,
StrHlft.lrtl story
69
Developing the Topic o
Listening
o
1 Listen to some custodians talking about their work at
Dover Castle.
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. b Adm ission is not expensive.
(One picture does not match any of the speakers.)
c Th e staff are trying to prove to British youth that it is important to retain the past.
o
a
d The way a custodian behaves is important. e A scalomobi le is a type of wheelchair. f At Dover Castle they sell good -quality so uvenirs. 9 Staff are relieved w hen they have finished a tour.
o o o
o o
D D
Vocabulary 1 With which periods of history do you associate the words
b
o c
.......
in the box? Write the words under the correct headings. (You may use each word more than once.)
o
wireless
galley
cannon
toga radar monastery
fort chain mail centurion castle
artillery archer amphitheatre cross-bow
knight Romans
Middle Ages
20th Century
.... ........ .... ...
d
o
......... .......
e
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 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
W
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 thirteenthcentu 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
Writing 3
Vocabulary 2 ~ 1 A survey mentioned in th e article Fossils get into showbiz
was called "Din gy places with different kinds of bits, " What did the writers of the survey mean? Choose one alternative: a Large places divided into sections, b Dark, dirty places with badly organi sed collectio ns, c Romantic places with many surprising and interestin g items.
Read this extract from an article about Kentwell Hall.
K
cntwcli Hall is
an EliZdbcthan m anor hou!lc
in Suffolk. Eyer), June 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 associate with Victorian museums and which w ith modemday museums? Make two lists.
w{'re still in the sixteenth century. The "cast'" of about 700 is chosen
fr om
about
2,000 applicants who academic accessible attractive authentic bright cold co mmercial
dark d'rty
dingy dull exciting free hand s~on
interactive lively musty real
realistic silent sombre subsidised unattractive unfriendly uninteresting use r-friendly welcom in g
then have to Icam as much as they can about t.he sixtc(~nth century and p()s~ibl)' also Jearn a I.kill , ~uch a.\
wcaving. They dress in Eli:l'.ahc·than costUIll(!S, farm in the Eliubcthan way. cook Elizabethan fond, .'i ing
Elizabethan songs. Thc} tr), to recreate the past a.s authentically as possible. Howcxcr they do no t portray starving. di5Ca.~e· ri ddcn beggars
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
o
Speechwork
Language Focus
Sound and spelling
Possibility and certainty
Some words are pronounced in the same way even though they are spelt differen tly. For in stance: their and there , to and two.
Complete these sentences using the words in the box: won't
must
can't
might
could
should
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
b Th e conference organiser promised to ring us around 1. p.m. this afternoon. Th at ....... be him now.
e crews
9 prin cipal
serial ate cruise principle
b aisle
d coarse f fare h steak
I'll course
0,
fair stake
2 Some words are pronounced in different ways even though they are spelt the same. 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 of the year. b The imports were delivered to the ware house on time .
c Most of our business cl ients are members of the freq uentflye r programme. d it is inadvisable to frequent that area of town after dark. e The flight to Capetown flies over the Sahara desert. "Don't desert me !" she cried, as the taxi sped away. 9 "Please transfer my account to your New York branch." h The transfer was made by phone.
o
will
c W here's Pierre? He
.. have returned from th e station
by now! It's only a five-minute walk and ~ he left at three!
I
. "'
d I'm afraid that M r Dupres, the manager, .... be back on duty till 8 p.m.
e Th e delegates onl y left an hour ago. I suppose they ... have arrived by now.
Traia
D'~J An. Il!JIj
14.00
Dep. Afr.
The delegates only left an hour ago. Surely, they ....... ....... have arrived by now.
•S
9 If the weather holds, they ...... ... .. decide to host the presentation on the terrace. It all depends on wh ich general manager is on duty.
listen to the tape and check your answers . Practise saying the sentences.
C9 G
,
h The guest speaker .. ...... ....... bring his wife to the conference.
"~
~~A~
I'vEl
We ............. break even by the end of th e yea r.
The hotel ............. re-open till the New Year.
'llz""
~
Gil "$I
Business Travel
2 Rewrite these sentences using the words in brackets.
a b c d e f 9 h
The price of business hotel accommodation is sure to rise. (defi n itely) I doubt if th ey will hold the convention in Alaska . (likelihood) It's a safe bet they' ll ask f or a gala dinner on the last night (probabi lity) The chances are th e businesswomen wi ll require rooms near to the lifts. (certain) Th ere's little likel ih ood of finding a guest speaker at such short notice. (hardly) It is impossible to provide a full table d'h6te dinner at that price. (no way) If we' re lucky we' ll make a profit on our catering this week. (possible) 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 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.
~ sent ~
•• :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
o
Conferences and meetings
Listening Fiona Stanton works as a travel consultant for a conference
W here are these people going?
venue agency. She is giving a talk to a group of company
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
1 lecture
2 congress
4 trade fair
5 board meeting
into account.
3 wo rkshop
As you listen to Fiona Stanton, complete her checklist.
Number of .... ..... .
a A group of hoteliers w ho want to listen to a formal talk on
2 Type of conference
D
management techniques from a specialist speaker.
b Travel agents going to see promotions from tour operators and tourist boards in order to find new packages and
3 ..... .... of stay 4 .. ....... ofyear 5 Transport requirements: • air connections • rail connections • road connections:
o
venues for the ir cl ients.
c An international group of tour operators meeting to discuss
0
global prob lems. d Hotel staff needing practical know -how to improve their
0
work techniques.
6
D
brochure extract:
audio-visual
closed-circuit
acoustics
exh ibition
delegates
auditorium
synd icate
style · style
2 Use the words in the box to complete the gaps in this
sound-proofed
.......... facilities
......................
7 The conference room layout • • with
e The directors of a company going to the ir monthly decision making meeting.
• board meeting
· 5aJes • training
Room t ype
•
equipment
•
... rooms
• • 8 Refreshments in/outside
9
............. reqUirements • private dining • public restaurant
The Regent Confereo(t' Cf-nnc can accommodate 700 (a) ... The main (b) .. .
•
ha(' ~ea(ing for )00, although it can be
10 Accommodation
divided ioto smaller area~ by using specially designed (c) . .. It can be li nked via (e)
.. telev isions to the
(f) .
.. rooms (idtal for smaller meetings), all of which h,we
• VIPs
•
part itions. There is a lOO-seat lecture theatce, which has excel/ent (d).
• buffet service • formal dinner
11 ............................. .
f e ll
high-quality (g) .. . .. equipment. Finally, there is an (h) . lull to display advertising material, products, plans and modds .
• • • •
Sightseeing sports pub visit discolcasino
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.
C9
Business Trave l
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 importam by women business
t.ravellers. few actually appear to be so concerned as to do anylhing about it.
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.
D The Forte Cresl, chain has [or some years adopted " high-profile approach. with a proportion
C Probably Ihe biggest irritation women executives nnd when t.r
B Vanessa CottO!!. another frequent. bUsin ess t ran~lle r who is managing director of the Event
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 busincssclass 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 womenonly 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
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.
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.
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.
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 b c d e
W ho are dissatisfied? What are their main concerns? How do the different hotel chains respond to them? What aspect of hotel hospitality do they find most annoying? 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 two his
size
beautiful
material
large
origiirn'
youn g old
slim
f air
Swedish
plastic
red
Venetian
leather
hand -made
girl pots shoes
'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, Among the highlights are the A.mclienborg paper, a dining room, and a just-for-fun palace; the imposing Christianborg comple.x upside-down room where furniture is fixed and the seventeenth-century sailor's church, onto the ceiling. the Holmens Kirche. One thing you will notice as you visit the (I) ........ ...... .......... ................. not all museums and galleries is the high quality of Copenhagen is steeped in history. Half an food, drink and se-rvice. a reflection of hour fTom the centre of the town by train standards generally in Denmark. They are and bus the view swi ngs into the twentieth expensive. (i) ........................ two cups of century. Beside the sea on reclaimed land is coffee and two cakes in cafeterias usually the new £ 19 million museum of modem art. cost the equ ivalent of £5-£6. Nearby. culture is permeating the lj) .............. ............ they are even more unlikeliest places. (g) ........ .... ............. at the expensive in the domed conservatory of the harbour ninety-six containers from ninetyof Ny Carlsberg Glyptotek. one six countries, linked by walkways and stairs, Copenhagen's most famous art galleries. are being turned into an unusual venue for a 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,
here are many advantages to staging an event such as thi ~ year's cultural capital ~ Europe exhibition in Copenhagen. ................. it is a relatively small city, so many of the cultural events will take within a striking distance of the a>dbuspladsen (town hall square), noW a p:destrianised area. b) ....... ............... ........................ in Dmmark, bus and train services are efficient _ clean. (c) ........... ............ ................... .. Copenhagen card, which is very 1E2SOnably priced. give.s unlimited travel ghout the city and a large area around ............ ........... permitting access to -=tt than sixty sights and mu seums.
T
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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. a You are allowed to wo rk as a fore ign national on the
done for you .
.......... ..... .. ..... . that you have a green card. b .. .. .. ........ you arrive after 8 p.m., you will need to ring the
hotel bell for assistance. c
which both keep the original meaning. Use the words given in capitals in each sentence. The first one has been
a In all probability, most hotels w ill soon have installed irons in their rooms.
.... you have a valid visa and the stipulated
SAFE. It'5 a 5afe bet that m05t hotel5 wi ll 500n have installed irons in their rooms.
vaccinations, you won't be allowed entry. d If you want to get around London cheaply, you
LI KE LIH OOD.
.. .. ... .. .. . buy a trave lcard.
e If I'd known you knew the manager, I .................... yo u to introduce me.
Th ere '~
ellery likelihood that moe:.t hote l~ wi ll
e:.oo n have ine:.t.alled irone:. in their
roome:..
b There's no way they'll allow him to travel w ithout
As long as you book the tab le before you go, there ........ a problem.
aticket.
CAN'T IMPOSSIBLE
9 Entrance to the museum is free, ..... ......... that yo u have a
c It's just possible we may be able to arrange the meeting for
student card.
tomorrow.
h I wou ldn 't have gone to the station at 5 p.m ., i
..... ............. ....... that the train wasn't arriving till 8 p.m.
LUCKY
We won't hold the room after 6 p.m., ...
POSS IBILlTY
... you let us
know that you w ill be delayed.
If I ........................ my own private plane, I . my weekends flying around the world.
d The chances are that the maitre d'h6tel wi ll hand the woman the bill. SHOULD POSSIBILITY
14 Marketing the Past Add the information in brackets to these sentences, making one sentence with a relative clause:
a The Pergamon mu seum is in Berlin . (Th e museum was completed in 1930.)
b Athena was the goddess of war. (Her father was Zeus.)
e I doubt they'll want the large conference room w ith only six guests. HA RDLY LITTLE The plane must have landed by now. BOUND 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.)
2
Use these notes to write one sentence each time,
a The state of Goa/be/in western India/be/formerly a
* Shade in your score: Well done!
Portuguese colony.
b Napo leon Bonaparte/born in 1769/educate in Paris at the expense of Louis XV I. c Elizabeth I/be the secon d daughter of Henry VIII /become Queen of En gland in 1558. d Hampton Court/bu ild sixteenth century by Cardinal Wolsey/give to King Henry Vl lilas a present.
Well tried!
A good attempt. but check your mistakes.
Some revision needed. Talk to your teacher.
banks/River Tiber.
40
30
20
** * o
10
e Rome/said to be/bu ild by Romulus and Remus/be on
80
** *** ** ** ** *
50
See your teacher now!
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? 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?
-e:
=
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 as, say. they were five years ago?
81
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
82
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 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?
Tapescripts 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 ~; 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?
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.
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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
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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
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
Tapescripts 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 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
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day out. The public are your public w hen talking in te rms of guided tours. There's a sens e of achievement in finishing a good guided tour. There is no reason why the public shouldn't keep coming back to a monument such as this one because we are con tinu ally adding new sections to it; reconstructing more and more, there's more history to be made here.
15 Business Travel Speech work 1 a The guests require a choice of cereal for brealcfast. b The air stewardess walked down the aisle selling duty free goods. c The guest at table number 5 ate six oysters. d The delegates sat down to a five·course dinner. e The airline' s crews waited in the staff canteen. f The caravan trade fair w ill be held in November. g Our high standard of service is the principal reason why we arc so popular. h Would you like your steak rare or well done. sir? L i stening Fiona Stanton: Once you've been asked to find a venue and organise a conference, there are certain key points you will need to know and decisions that will have to be taken before you can actually make the booking. The first, most important point. is the number of delegates attending. Is it a big conference - say for fifty or 100 people - or a small board meeting for just sile, because it makes a big difference to the size of room and all the arrangements. So number one is number of delegates. The next thing to decide is what you actually 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 -
will they be privately dined or Is it okay for them to sit at small tables in the main dining room? Perhaps you want a gala dinner on the last evening to make it more of an occasion. Then you can get down to the menu arrangements - what are you actually going to eat? This is very much determined by how much time you've got for lunch . At lunch time delegates often only have forty-five minutes to an hour, and so they'll want a fa st buffet service where they can have as much or as little as they want. In the evening you are more relaxed, so you can spend a couple of hou rs over the meal and can have a more formal one. Another thing you can do is, if the delegates need to work through lunch, you can have a finger buffet brought in. Another thing to consider is accommodation and how many of the delegates will be staying. If you 've got a conference of twenty, perhaps only ten require accommodation. Perhaps some of these guests are very important people, so you'll want to put them into better rooms than the ordinary delegates. So you must work out a rooming list. And finally, if this is a residential conference. are the delegates going to have any leisure time? For i nstance, they're here for two days . On the fi rs t afternoon there's a free period - they haven't got any work to do in the conference. The delegates might wan t some activities organ ised. Perhaps they want to go out and see the local sights, perhaps they want an organised sporting activity. If the delegates are here for a long time they might want to go to a local pub. W ill they want a disco or a casino set up, or will they want a party? So when you have all this information you can go about booking ..
85
Key
Listening 2 aT; b F 60 per cent of European holidays are to Paris; c T; d F this longer so. Now they want /Jot only the sea bot to see something . . , e T; f F . .. it has always been popular ... demand has been growing.
, Types of Holiday Revision
Writing 2
Vocabularr 1 a long-haul ; b package tour; c special interest; d cruise; e weekend break; f safari; g homestay Hidden word: HOLIDAY
2
~
a a short-haul destination b
Check your answers with your teacher.
Language Focus b, c and e are correct. a Incorrect. It's a five-mile drive to the airport/ It's fi ve miles drive to the
airport. d Incorrect. The guests decided to opt for the five-course set menu.
2 Suggested answers:
~
b
On the Goa and Taj Mahal tour you w ill have a fourteen-day holiday in two centres . In Goa you w ill stay at the luxury four-star Goa Beach hot el on half- board. This hotel is right on the beach. On your three-day tour to the Taj Mahal you will stay in the three -star New Delhi hotel which is only a fi ve-mile drive from the city centre.
e
On th is three-centre holiday to Turkey and the Taurus mountains you stay in two-star hotels throughout. You will have ful l board w ith a three-course evening meal every night. Your hiking trips will be escorted.
d
On this two-centre holiday to Orlando and the Cayman Islands you will stay in two lu)(ury five-star hotels, the Orlando Supreme and the Cayman Grand. A s the Orlando supreme only a ten-mile drive to Disney World there will be plenty of t ime to visi t the theme parks. W hereas on your four-day stay in the Caymand Islands you can relax on the gloriOUS beaches and sample the excellent cuisine in the five-star restaurant.
•• •• • ••
Speechwork better
castle client couple marriage w edding
abroad arrange escape prefer towards
occasion romantic
•••
customer specialist
• •••
destination recommended reservations
Writing 1 Correct order: a-9; b-10; c-2; d -1; e - 4; f-6; g-8; h - 5; i- 7; j - 3
Developing the Topic Reading 1 a It is much cheaper than a traditional wedding. b Two w eeks. c Those about t o marry for the second time , or those who have been living together for a long time. d The number of people accompanying the wedding couple. e Flowers, fruit, and w ine. It has romantic castles and country house hotels with f four-poster beds.
2
a long; b the New Year; c Easter; d the States; e Europe; f Mexico; g Easter; h European; i Paris; j London; k Mad rid; I sun and sea; m to learn about the area (they are visiting); n beach; 0 tour
2 A Career in Tourism Revision Language Focus a has been working; b have worked; c are working; d left; e wa~ w orking; f was getting; g deCided; h had always wanted ; i comes; j am working a-2; b-1
Writing 1 Paula: Interviewer Paula: Interviewer; Paula: Interviewer: Paula · Interviewer: Paula: Interviewer: Paula:
b For words ending wit h the suffix al the stress is on the third syllable from the end . c For words end ing with the suffixe~ it)' or ty the stress is on the third syllable from the end. Silvia: Yes. After graduation I took a year out and went backpacking in the Himalayas. I then joined an organiRlion that was concern ed with the conseryation of our .o..a1ional heritage before returning to uni)lfIiity to gain a qualifiQiion in travel and tourism. Alain: So you gained adQilional qualifigjions? Silvia: Mm , yes that's right. You see it had al ways been my amQl1ion to work in the tourism sector.
Writing 2 a for applying - to apply; b see - saw; c are seeing - see; d - ; e had been completing - had completed; f am always wanting - always wanted; g was not wis hing - did not wish; h spend - have spent; i be - w as; j is specialising - specialises/specialised ; k - ; , attracted - am attracted/was attracted ; m persuad ing - persuade; n - ; a hear - hearing
Developing the Topic Li steni ng
1
a Kenya; b The US or the Cayman Islands; c Malaysia; d St Kitts and Nevis ; e Hawaii
PART-TIME WORK
we dding arrangements, wedding destinations, plantation weddings, wedd ing packages, wedding hotels, wedding ceremony
And w hat did you do after that? (3)After a year I went to work as a tour guide in India_ What then? (4) After three years I decided to come home. Back to the travel trade business? ' (5) Yes. I became manager of the New town branch of Global Travel Agency. And w hen did you move here, to Funtours? (6) I've been wo rking here since 3 March 1996. And w hat does your job involve? (7) I travel a lot, and meet lots of new people. At the moment I'm working on the sales figures .
pre.dktion, accommo.d.a1ion, organiillion, compen.sill.ion, opelliion , vOillion , amQl1ion, gradugiion , consefYi!!ion, satisLltlion, qualifig1ion, mana~ial. political, intcr.n.a1ional, ad.ditional, inter~rsonal, vowiona l, re.a.!ity, priruity, uniY.f!sity. person.a!ity, nQ'telty, soQety a For word s ending w ith the suffix t ion the stress is on the second syllable from the end
TRAINING
Vocabulary 2
(2) My first job was as an office junior at Let's Go Holidays.
Spccchwork
Reading 2 a Mauritius: b The Cayman Islands; c Jamaica or the Dominican Republic; d Kenya; e Bali: f Malaysia; g Bali; h The Cayman Islands; i Florida, Haw aii or Las Vegas; j Las Vegas
a beach resort; b chapel fe e;
FULL-TlME' WORK
c marriage licence; d limousine service
KITTY • 3 years at college • hotel management training while at college • waitress • reception work • restaurant manager (small hotel) • conference organiser
Listening 1 Time of year August
2
86
Types and le ngth of holiday ·2/3 weeks • beach
New Year Christmas
• beach • skiing
Easter
• cultural • touring
/,//
• honeymoons
is no
Places most likely to go
JUSTI NE none
while at school • waitress • waitress • assistant restaurant manager • restaurant manager • in conferences • in sales
Writing 3 • • • • • • • • • • • • •
USA South America (Mexico) Sardinia Italy Maldives Seychelles Caribbean Paris London Madrid Thailand Australia MaJdives
....., Suggested answer: ~ j~~----------------------------, Justine started by working part-time in a hotel as a waitress while she wa s still at school. On leaving school she worked as a full -time waitress before gaining promotion to assistant restaurant manager and then becoming a restaurant manager. She then moved to a job in the conference sector before taking t his post as conference sales manager. Reading a employe r; b jobs; c work ; d job; e company; f career; g tour operators/ wholesalers ; h travel agents/retailers; i entrants/employees/applicants; j postings/vacancies/posts; k associates
a - 5; b - 1; c - 3; d - 2; e - 4
Key 3
4
a Office junior with Thomas Cook; b late in their careers; c Couriers, guides and resort reps; d The heritage sector; e Determination, enthusiasm, perseverance Employment Record Jet Set Tours: National Sales Manager 1994-date 1993-1994 Backpacking around the world 1982-1993 Pickford's Travel: National Sales Manager, Retail Sales Manager _-1982 Travel agent chain: Ju nior management (series of placements) Travel Firm Thomas Cook: Air-fare unit, Office junior 1978 -.
Vocabulary
Z
employee, office junior, counter clerk, trainee, national sales manager, retail sales manager, national sales manager, director, schools liaison officer, couriers, resort reps, guides a posting; b placements; c post; d job; e career; f appointment
3 Trends in Tourism Revision L an guage Focus a lost; b changed; c went; d became; e threatened; f adapted/have adapted; g investedl has invested; h began; I accelerated; j halted; k developed; I came; m remai ned; n followed; 0 was; p was; q were; r have improved; s has intensified.
1f:l
Writing 1 In the 19505 most people did not travel far from their homes and stayed in a local seaside resort. As few had cars they travelled by rail. Over the years they have become accustomed to flying to exotic destinations. Sailing and waters ports have become popular pastimes.
Speech work III increased rushed shocked hoped a b c d e
I dl I id l gained accelerated intensified invested involved sorted staggered widened I d I improved, changed, moved, remained. l Id I started I [ I looked, helped. established, flourished, played. I d I I d I stayed, stirred, watched, charged, thrived . I [ I lId I recorded, affected, walked, persua.ded, collected. III II I jumped, topped , travelled, stopped, worked. I d I
-
-
~
it's a l1eautiful city with lot5 of hi~ tcric.a ll1
Writing 3 Suggested answers to memo a) travel agencies: At present there are three t housand travel agencies in Prague compared to two before 1989. It is believed, however, that market forces will soon reduce this to a more manageable number. On the other hand it does show the Czechs' love of travelling. b) method and type of trip: Due to economic and market pressures most Czechs travel on budget group packages by coach and stay in tourist (economy) hotels where they re ceive a 50 per cent discount on the published rack rates . c) reason for interest in Prague: Foreigners are now eager to visit this beautiful city which they were unable to enjoy during the communist era_ The city contains monuments and buildings of many periods w hich all are now keen to appreciate first-hand. d) accommodation in Prague: The Czechs have ~en quick to refurbish and improve workers' and student accommod ation as well as welcoming international hotel chains into the city. As a result the accommodation crisis of the early years has been overcome.
Reading a Badly, inconsiderately, patronisingly, rudely. b Northern Europe. c To feel safe. d They trayel in groups, have guidebooks, and have their own shops in l ondon w here they are able to pay with yen . e Many shops have become fas t-food outlets; tea rooms will accept Japanese credit cards,
Vocabulary 2 well-heeled, local currency, buy, dollars, pounds, free-spending, high-spending. credit cards, affluent, thriving, tip, pay, yen, market
4 Where People Go Revision Lisrening 1
Vocabul arv 1
1. Americans (IJSA)
£ 1,486 million
a commuter; b nomad; c tripper; d globetrotter; e passenger f hiker; g itinerant; h holidaymaker; i migrant Always: holidaymaker
2. Gr. rmans (Germany)
£635 miUlon
Sometimes: globetrotter, passenger Never: commuter, nomad, itinerant, migrant W ritin g 2 Suggested answer: Netherlands Board of Tourism The first tourist office was established in 1885 in Limburg. laterl afterwardslsoon others were opened on the coast and in some tow ns. However, the Netherlands Tourist Board was not established until 1968. Its headquarters are in Leidschendam . It has a resident staff of 100 with fifty others in its sixteen offices abroad. Its rofe is to promote and market both international and domestic tourism as well as to give information to the consumer . •
Developing the Topic L istenin g The situation before 1989 for outbou nd tourists: how Czechs obtained a visa : apply for hard currency - once in th ru year!i then apply for Yisa the percentage who travelled abroad: 10- 20 ~r unt the number of agencies: two how Czechs travelled: in IJroups; stayed with their tour leader W hat happened immediately after the Velvet Revolution of 1989: Eyeryone went aUroad for one day. Developments since 1989: number of agencies at the moment 3.000 the most popular way to travel: in \lroups b:i coach why it is popular: ch ~a ~ !!It way reductions at hotels: 50 per u nt The developments in the Czech Republic fo r inbound tourists: why tourists wan t to come to Prague: to see what t hey naye been mi!55ing
3. Irish (Ireland)
£424 million
4 . French (Franr.tj
£429 million
5. lIalians (llaly)
£393 mil lion
6. Australinm: (i\lIslfo l la)
£:1-14 million
7. ,l
£288 million
3. Spanish (Spain)
£286 million
9 . Canadians (Ca nada)
£2::;2 million
10. Dutc h (l'Ietherlands)
£239 mitlion
$pecch wock 1 ~ly h~s op;!ned th:) doors ~f its sen~te building t~ vis it~rs , off:)ring guided tours ~f th~ sixteenth-cent:)ry palace on tha first Saurday :)f each month . Th~ tour takes in th~ libr,)ry :)nd the e!eg~ nt drawing room. Did you know th;,t in Dayton:) Beach, in Florid:>, USA, ~ fed~;)1 court haS ruled th:)t tourists may no long_r take their cars onb th;, beach during th;J turtbs' breeding se~n ? Or th_t you on get a discount in th_ bars ;)nd resbrants in _tlantic City if you have _ spec~ visit-rs' card? ~nd th.,t those of you who enjoy bird-watching could take part in
Vocabulary
us
a b
, d
•f g h
one-way ticket fall elevator faucet check round trip doset restroom
Speaking See Tapescript, page 81.
GB a single ticket autumn lift
tap bill return journey cupboard doakroom
87
Language Focus Govemment projects Sicily is now working with the European Union on a project to develop and promote sustainable tourism in southern Italy. As part of this project tourist officials will: • develop hotel-grading criteria • look at the transport infrastructure, taking into account the main tourist itineraries • look carefully at the protected areas Sicily wants to develop the potential of protected areas, promote the island internationally but at the same time maintain the regional way of life .
Today's business people travel extensively as part of their job and stay in eICpensive hotels. When they go away they want the same comfort as they are used to at home such as en-suite bathrooms, but in a more simple, informal setting. The Sea Club Hotel at Cala Rajada in Majorca is a hotel that caters for
this type of client. it is registered with the Tourist Board as a one-star hotel- that is equivalent to a youth hostel. Its low rating is because there are no TVs or telephones in the rooms, but this is probably the most expensive one-star hotel in Spain! All rooms have en -suite bathrooms and are built around a luxury swimming pooL Ihe: guests can laze around all day, or take a car to explore the island. Then in the evening the Sea Club comes into its own, with dinner served at one long table - so everyone mixes and gets to know each other. This is what makes the Sea Club so unique; business people spend their lives travelling but don't get to meet t he locals. yet at the Sea Club there are always local people who come in to dine and meet tI:!..e. guests. The two underlined definite articles are optional.
5 Travel Agents Revision
Writing 1 Suggested answer' Currency fluctuations have meant that many British holidaymakers are going to those countries where the pound buys more. The USA, Turlo:ey and Italy are more attractive, while Spain, France and Greece are losing business. last year 8.2FF were the equivalent of one pound , now a pound is only worth 7 .8FF. So the British traveller loses £30 on every £500 transaction. This is reflected in holiday bookings which are down 7 per cent on 1994. Spain has lost business too . Bookings to the end of April show their share of the UK market down 2 per cent, from 44 per cent to 42 per cent. In the USA and Turkey the pound has riSen. Tu rkey has , as a consequence, nearly doubled its market share which is now standing at 7 per cent. However, swings in favourable currency rates must be balanced against the costs of meals and services. £1 buys 60 per cent more Turkish lira but then the cost of meals and services has doubled.
Developing the Topic R eading a 21 million; b Two-thirds; (599,000; d 4 per cent; e 15 per cent; f 35 million Blackpool - Russians; Scottish Highlands - Italians; East Anglia - Dutch and Germans; North-east - Scandinavians; Wales - Japanese a Because there is fierce competition from other tourist destinations; everyone wants more tourists to come to their destination. b The Far East. ( To offer people what they want: high standards, value for money and a warm welcome. Listening 2 Tourists come from: Italy, rest of Europe, the USA, Japan Why: sun and sea, culture, history, archaeology, geography and geology (enjoy the countrySide), the cooking Current trends: visitors also want more activities in their holidays, to visit areas that are not tourist resorts, want better services - accommodation in particular. Future developments: project to develop sustainable tourism in south of Italy ; a new hotel grading system; Jooking at transport, tourist routes; ways to protect the environment and regional way of life while promoting tourism . Writing 2 Suggested answer: Visitors Sicily receives many visitors from the- Italian mainland as well as from the rest of Europe, There are also a fair number of visitors from the United States of America and Japan. ;-he reasons for Sicily's popularity are many and they include: • the beaches and fine weather • the diverse cultural heritage, comprising bUildings from Greek times up to the present day • the fine countryside • Sicilian cuisine Changing tourist demands Tourists are now demanding better services, especially accommodation. They are also becoming more activity conscious and increasingly want to visit non -tourist resorts.
~
-..J 3
Language Focus a Can you tell me where the station is?; b Do you know if there are any cheap flights to Florida?; ( Please could you fill in this form?; d Do you mind if I ask you some questions?; e Would you mind waiting until a clerk is free?; f Can you show me where the winter-sun brochures are?: g I would like to know when the next train leaves; h Could you teUme how much you wish to spend? a Can you tell me when you want to go?; b Do you know how many people there are in your group?; ( Can you tell me how you are paying?; d Would you mind repeating that?; e Do you mind if I check the details?; f Could you please sptll that for me?; g Can you give me a deposit?; h Would you mind filling in this form? C: I'd like to spend a few days in Rome. TC: Can you tell me when you would li ke to g07 C: Next month, sometime after the 15th. TC: Fine. And could you tell me how long you will be staying? C: It depends on the price but preferably for four nights. TC: Well, we have some very good offers at the moment. Will you be travelling alone? C: No, with my partner. TC: Well, if you take this three-night package to the Flora Hotel it's only £345 per person, for two people sharing a double room with shower. let me show you the brochure. TC: You're English, aren't you? C: No, I'm Welsh. TC So, you've got a Welsh passport, haven't you? C: No. I've got a British passport. TC: And your address is 44 Stoneybrook Drive, Cardiff, isn't it? C: No, not exactly. It's 444 Sunny Brook Drive, Cardiff. TC: And you would like a twin room with bath, wouldn't you? C: No, we would like a double room with a shower. TC You will be staying for three ni ghts, won't you? C: No, we'll be staying for four nights. Speechwork listen to the tape, Listening 1 Name of cl ient: Mn Pinott; Hotel: Belvedere, Frascati Dates: 18-20 October Number of nights: 3 Room type: 0 Ii1 S 0 shower liZ! Price per night: l it. 100,000
bath 0
W riting 1 Suggested answer: Dear Mrs Pinotti Thank you for your telephone enquiry of , ..... ,., .... inst. In accordance with your instructions we have booked a double room with shower in your name at the Belvedere Hotel, in Frascati, Italy from the 18th to 20th October inclusive. Payment by (redit card within 48 hours is required to confirm the booking. Th ank you for using our agency. We trust that you will enjoy your holiday, If you should have any further enqui ries please do not hesitate to contact us, Yours sincerely,
Developing the Topic Listening 2 a objective; b sell; c four; d commitment; e relationship; f questioning; g holiday; h two; i open; j closed; k W; I material; m human; n material; o Human; p "what"; q What; r priorities; s people; t needs; u place; v destination; w price; x period; y dates
88
Key ~
Reading 1 a presentation; b check; c summarise; d produd; e holiday/hotel bedroom/
A: Certainly. Where were you conSidering going? Do you prefer a seaside or a cultural holiday?
product; f facilities; g features; h facilities; i needs; j all/unnecessary; k feature; I benefit; m brochure; n commitment; 0 close
B: Well a little of both reall y. Can you suggest somewhere where it would be poSSible to take short excursions to pl2.ces of interest? A: With pleasure. Do you have any preference 2S to the area in Italy?
Reading 2
Z Z 3
4
S
1
1$]2
a. Could you tell me; b W hen did/ do you w2.nt; c isn"t it;
a Somewhere cheap wi th sunshine, that is not too quiet. b Spain or anywhere with lager louts. a - 2. b a - 2;b - 4;c - 1;d - 3. a Spain because it has poor beaches and Portugal because it is too family-orientated. b Southern Greece or Cyprus c She suggested they looked in the brochures d She did not describe the resorts to the clients, nor find out what they really wanted_ She did not try to sell the holidays. a Turkey: Marmaris and Kusadasi; Greece". Sidari, Ipsos, Oassia on Coriu She analysed other resorts on the Greek islands b She used the brochures to indicate the resort descriptions, analyse the resorts, to check prices, location and weather details. c Prices, location and weather details. d Enthusiasm, efficiency, a good selling technique. She was knowledgeable and took time and effort to find the ri ght holiday. a They ignored the clients' request for somewhere other than Spain and they did not use the brochures intelligently. b listen to the clients. Ask questions to find out what the client really wants before trying to sell a holiday.
d What kind of accommodation did you have; e wou!d you prefer
6 Tour Operators Revision Spcechwork a. It's; b we're; c we've; d have; e haven't; f they had; g peseta's; h can't; i pound'lI; j We"ve; k the y' re; I we're; m We've 2
a The south of the island ~ (island's) really suffered from the high-rise building boom of the 60s. b Now , there afe (there're) plans in the pipeline to improve these properties. (Both forms are acceptable here.) c In the north we ~ (we've) insisted on more sympathetic development, and there you wiU (you' ll) find the exclusive hideaway villas. d But in the sou th we must develop a programme of refurbishment and improvements e In particular we have to insist that t our operators do ~ (don't) organise pub crawls.
Language focus a You will be escorted to your hotels
Vocabulary a well-chosen; b family-orientated; c well-stocked; d well-designed well-designed. accessible, comprehensive, excellent
b c d
Writing 2
e
Suggested answer: scrt ;;.f nolid
f
Three days a week are spent meeting arrivals Overbooking problems have been created by the hoteliers The number of holidays sold should not be affected by the fall in the value of the peseta. We were not offered a welcome drink All lager louts are arrested.
Writing 1 a what will happen/will be happening; b will be met; c driven; d will be living;
e w ill follow ; f will be introduced; g briefed; h will be shown; i will be taken; Could you t €ll IOe ... hat typo:: propci;, t
:;inc€'~ e ly,
Review 1: Units 1- 5 Language Review 1 Types of Holiday a Paul met Belinda on his three-week holiday b Our brochure only features five -star hotels c Two-centre package holidays are becoming increasingly popular. d He went on a f our-hour train journey to Paris. e It's only a two-minute walk to the nearest bank. 2
accommodation guide, capital city, city accommodation, city centre, city tour, guidebook, hand luggage, holiday accommodation, family holiday, family sports, luggage locker, sports centre, sports locker, sports tour, tour guide, wat er sports, holiday centre
2 A Career in Tourism a had; b remember; c was; d was always reminding; e have worked; f have found; g began; h am; i am ordering; j am interviewing/will be interviewing
3 T rends in Tourism a have travelled; b have travelled; chad; d went; e travelled; f began; g was; h resulted ; i have meant; j have begun
4 Where People Go
Z
a Incorrect: Have you been to the Cezanne exhibition at the Tate Gallery. b Incorred: Package holidays to the ski resorts of North America are becoming more popular. c Incorred: The seven-day t our of~ Eu rope included Innsbruck, Vienna and Venice. d Corred. e Incorrect: +!:Ie Buckingham Palace is open to visitors in August. As the third hottest British summer on record appears likely to continue, the ru sh abroad has reached record proportions this year. Almost ten million holidays have already been sold f or this summer and the remaining 850,000 are leaving the shelves at such a rate that h oliday companies no longer have to tempt customers with the kind of price cuts they needed last year.
S Travel Agents A: Good morning. Would you like some help or are you just looking? B: Yes please . r w as wondering if you had any holiday brochures for Italy?
j are going to take/will be taking; k will be; I will be given; m are all looking fo rward
Developing the Topic Reading A - 3; B - 6: C - 2; D - 5; E - 4; F - 1 a-4; b-2; c - 4; d-1
Vocabulary 1 1 a;2c;3b;4b;5c Listening 1 a F: Some holidays were sold cheaper: there were a couple of weeks of highly selective discounting. b F: There was talk that 3 million might/were going to be.
e d e f
g h
T F: 2 per cent less will be sold (2 per cen t below last year's figure.) T F: They tried to sell 1995 holidays before people had taken their 1994 holiday: th ey were trying to sell this year's holiday to people who hadn't yet taken last year's T F: 70 per cent of the u-ade is in the hands of the three top operators.
Vocabulary 2 to to to to to to to to
stick to prices = to maintain prices, not to change them discount fares to take a percentage off prices (e.g. 5 per cent) plummet (of prices) to fall sharply and suddenly boost sales = to force an increase (in sales) cut (prices) = to lower (prices) sit tight = to wait without doing anything push up = to force an increase (in something) pass on = to ask the customer to pay for your increased costs
=
=
Listening 2 1. PATIERNS OF SALES: British buy summer holidays later in the year. 35 per cent buy a package holiday. 2. NUM BER OF SALES: Had predicted a 5 per cent growth . Sales probably down 2 per cent on last year"s figure (9.5m). 3. UNSOLD HOLIDAYS: 3 million package holidays rumoured to be sold off at half price in MaylJune. Now 2.2 million unsold. Most w ilJ'be sold, but there w ill be some discounting 4. THE INDUSTRY'S CONCERNS: Fear of discounting too early as this w ill encourage the public to wait longer to book. Too early a launch of next season's brochures. Overseas hoteliers pushing up accommodation cost s (accommodation prices rising at 3 times the rate of UK inflation). 5. LIKELY OUTCOM ES: Higher prices for holidays. Need to cut services to maintain cheaper prices.
89
~
Writing 2
b
Suggested answer:
,---------------------------------,
c
Patterns of sales of package holidays It is estimated that approximately 35 per cent of Briti~h fami lies now take package: holidays. Howe ....er their buying patterns have changed. They now purchas.e a holiday much later in the year. This results in tour opuators holding holidays unsold till the end of the season, which leads to speculation about the I~el of di5Counting operators will need to offer ~ sell their holidays.
d e
g
Number of sales Early predictions forecast a 5 per cent capacity o:]rowth in the Mumper
of
holidays 50Id t his year. At the present time, it is admitted that sales may be 2 per cent below last year's 9.5 million fig ure.
Listening
Unsold holidays . There are an estimated 2.2 mi lilon un50ld package holidays for the rest of the season. In order to sell thee;e holid.aye; the operatore; have a choice of waiting, di5counting or r~ ucing capacity.
Concerns There is a fear that too early a launch of next year's broch ure5 wi ll deur people from buyi ng this year's holidaY5. The cost of accommodation i5 ri5ing t hree time5 85 fa5t 85 the UK inflation . Li kely outcomes Holiday price5 are likely to ri5oe. Tour operator5 will be cutting 5uvice5 in order to maintain prices and offer cheaper holidaY5.
7 Promoting a Destination Revision Vocabulary 1 2
1 poster; 2 brochure; 3 leaflet; 4 flyer; 5 catalogue a- 5; b -4;c- 1;d-2;e-3 Language Focus a are you doing; b will you be/a re you going to be; c am leaving/leave; d am arriving/arrive; e are you going to do/will you do; f am touring; g am staying; h will you be able /are you able; i will do/ are doing; j get; k leaves; I am staying; m am; n will have to; 0 will definitely go; pam; q Will you be; r will have fin ished/finishes; s arrive; t was/were going
I
Writing 1 Suggested answer' Hotel Dunloe Castle is ideal for your perfect golfing holiday. Situated in rolling pa rkland, the hotel provides all nature-lovers with a relaxing break. Stroll through luxuriant gardens which reflect Ireland's fairy -tale magic and marvel at a renowned botanical collection which has won many/international awards. Enjoy the superb facilities, including indoor tennis, a 50 metre swimming pool, excellent riding and private fishing. The hotel itself is luxuriously furnished. Sip a ty pical Irish drink in our cosy bar or sample the restaurant's lavish cuisine.
package holidaymakers English speakers/ professional classes • journals/ speCialist magazines • trade fairs (caravan and boat, holiday fai r. coach operators' fair, boat show) • • • • • •
romantic castles landscape human interest Ireland: the life, villages fash ionability: film star retreats simple life: healthy activities
Speechwork
a million tourists; b now spend their; c tourist threat to; d feeding them;
Vocabulary 3
90
• meet people/see village life • study tours (archaeological, music) • outdoor pursuits: walking, cruising, cycling
8 Responsible Tourism Revision
Developing the Topic
Reading a As a result of seeing the West Indian cricket team on television, the British public became interested in the West Indies as a tourist destination.
• 10 day+ holidays
Suggested answer:
Vocabulary 2
2 angli ng/fishing: reel, line, jetty, coarse, bait 3 cooking: stew, ingredients, hors d'oeuvre, entree, dessert 4 cruising/boating: tow rope, lock, jetty 5 cycl ing: ride, pedal, panniers, handlebars, crossbar 6 cricket: bat, wicket, dub, pads, match
Germans as an international destination
Promotion of Ireland as a tourist destination in the UK and in Germany Rl:port for ...................... Tourist Board Advertising In both countri c.~ tht; Irim Tourist Board targets the A, Band CI group~ , advertising in journah , newspapers and m
a best-kept; b distinct/ real; c unique/ old-world/quaintlfrie ndly; d stern/dramaticlvivid/elegant; e bustling/busy; f fresh ly brewed/fresh; g animated/lively; h interesting: i fair/noble/ beautiful; j dramatic/picturesque/impressive; k resident/frightening/ friendly/amu sing; I delicious/ tasty; m intimate proved proven have come have emanated keep retain see briefly catch a glimpse of mixes lessen diminish mingles involved fa lls engrossed descends show pay tribute to attend go to for to suit walk stroll tells relates take time linger
1 and 2 1 golf: tee, swing, iron. green, fairway, dub
British a as both a domestic and an international destination b • weekend breaks • day trips • office parties • self-catering • self-drive • leisure pursuits: golfing. angling. cyding C independent travellers d professional classes (A,B&C1) e • journals, glossy magazines, quality papers • horse-riding, golfing events • angling, game fairs, WT fair • appear on travel shows on TV f • human interest Ireland: the life, villages • fashionability: film star retreats • simple life: healthy activities • film industry • golf • good food
~ Writing2
Speechwork Compare with the tape.
~
The West Indian cricket team is wearing the Sandals logo on their shirts. Sandals have also spent £2.5 million on sponsorship . They hope to encourage the upmarket (cricket-loving) British holidaymaker to go to the West Indies and a Sandals hotel. Upmarket i.e. profesSional people (people with style). It would appear to be in the upmarket packages: Thomson has sold more holidays and much of the increase has been in the costlier all-inclusives, but only 23 per cent of British Airway's Holidays increased bookings required an upgrade. Germans do not play cricket. When England went to play the West Indies, the West Indies became a popular destination. This winter they go to South Africa and so perhaps they will make this a popular destination too.
2
e bound to frighten them; f need to control a They think tha~ thit,i~a bettet..economisalternative than killing them. b BlA they permitevenin&"a5 welLa~daytime trips. C A~a result, the whale~abandon their young. d If whalet,are to survive this, then governments have to draw_up strid guideline~atonce .
Compare with the tape.
Vocabulary 1 1 and 2 a tourist receipts; b maintenance costs; c commodity prices; d labour costs; e occupancy rates
Key 3
a foreign ownership; b indigenous communities; c global economy;
Language Focus a It's easy to get around New York on the subway.
d competitive fares; e metropolitan countries; f economic opportunities
~
b She jumped at the chance to work as a tour guide.
Language Focus
1
c The bus broke down in the middle of the high street.
a threatened; b suggested; c reminds; d urged/persuaded/told/ordered;
d e f g h
e warned; f denied; g invited; h claims/states/believes
2 a claimed/ stated ; b explained; c urging; d believeslstateslclaims/insists; e persuade; f implies; g urge/ask; h states/claims; I claims/states/insists/ maintains; j admits; k demands; I maintains
Developing the Topic
Speechwork
a travelling to Warsaw; b the owner of the/causing an obstruction; c regret to
R.eading
announce/has been diverted to; d should proceed at once to; e the last call for b You'll be staying)n the luxury Nova Hotel in the malA_square. c Tonightaftef dinner there'll be a welcomiOflreception with drinki,antl canapei,tn the bar at 9 .30. d lf2..a moment til come round anti give you particulari,of aUf tripi,an
a They objected to the new fish quotas which they felt were far too low. b
d
e
g h
2
Sea cucumbers were being taken from the sea bed, illegally processed, and sold to the Far East. If the rare plants and wildlife are destroyed, people will not want to visit the area and 50 the tour operators will lose money. Native species have no protection against animals such as cats and dogs that hunt for food; they can't compete with animals such as pigs, etc. in the search for food; Imported snakes destroy the eggs in bird colonies; imported plants choke the land. They arrive on the daily flights and in crates of vegetables. They have prohibited the issuing of new tourism licences, have promised patrol boats and aircraft, and are looking at ways of imposing a quarantine on the islands. Visitors are issued with rubbish bags and encouraged to check the soles of their shoes for seeds. They fear that tourism is growing too fast and that some tour operators are Side-stepping the regulations by putting too many people on their boats. They would like the majority of the park: entry fees to be reinvested in the park .
Vocabulary 2 1 images; 2 hands; 3 style; 4 cry; 5 entertainment; 6 good; 7 effort; 8 spare; 9 hand; 10 far. 11 walk; 12 dine; 13 time; 14 soak; 15 stuff.
Developing the Topic Vocab uJary 3 Check this with your teacher.
Listening
a T
Vocabulary 2
b F: 24,000 in twenty-six weeks
a archipelago; b conservationist, ecologists, zoologists; c predators; d ecosystem; e banned; f devastating; g entry fee. animal life: species, habitat, birds, seabirds, bird colonies, egg stocks, sea cucumber (not a vegetable!>, fish, giant tortoise, iguanas, cats, dogs, pigs, donkeys, horses, cattle, predator, mosquito, snake, insects plant life: species, habitat, quinine tree, timber, seeds, vegetables
c F· They must be prepared to change their plans.
Listening Who goes: the ecologically minded: all who enjoy ecologically sound holidays, the middle- aged (balding and overweight); and even the unfit. Shopping: concerned to buy only ecologically friendly goods; ask where everything comes from; can't buy crocodile bags; leather could come from an endangered species Boat: small with modern comforts Crew: sail boat; help land passengers from dinghies to land-side; help with jungle walks Excursions: daily jungle walks: to see fauna, flora and bird-watch l ocal peoples: Amerindians: Choeo tribe from Darien jungle: men make music; women sell carved ornaments in rosewood and ivory, also baskets Cuna on Acuatupa make clothes called molas. Do trade in having photos taken.
1t=l
d F: It helps them work out changes in the plan. e F: It is more efficient in direct costs but also in overall costs to the airline. a Thomson; c summer brochure launches; d crews; e operating hour\; f record all information; g feasibility; h profitability; j SITA; k Slots Allocation
Reading
a empty; b window; c middle; d midd le; e emergency eKits; f aisle; g three-; h dose; i emergency exit; j bulkhead; k last; I smoki ng
W riting
~r-_s~u~g~g~e~st~e~d_a_n~sw-ce_,,________________________________________-, To: All counter staff
Suggested answer: infonnation for travellers to India Clothing During the day temperatures are high and so for comfort we recommend lightweight cotton clothing in preference to synthetic fabrics . Early morning and after sunset can be cold, so you will need a jacket and woollen sweater or cardigan. Although it is usual to change for dinner, smart casual wear is acceptable.even in the best hotels, so a jacket and tie are optional. When sightseeing you will find that there are many steps and uneven cobbled streets and you will find a pair of fl at sturdy walking shoes indispensable. Suitable clothing should be worn when entering temples and other religious buildings. Visitors may not be permitted entrance if they are wearing shorts or have bare shoulders. Women are advised to wear clothes which cover both their shoulders and their knees - either skirts or trousers . It is not permitted to walk through temples or mosques wearing shoes, and occasionally bags and belts must also be left at the entrance. Canvas overshoes are usually provided, for which a small tip of about 5 rupees is customary.
9 Transport Revision Vocabulary 1
2
a make out; b cut down on; c worked out, d sets off; e missed out on; f called off; g put off; h hang around; i pick up; j look up; k put (them) up; I hung up; m call up; n sorted out; a cut off a called in at; b looked up/sorted out; c miss out on; d cut down on; e put her up; f look up; g called up; h setting off; i picking her up; j hang around; k draw up; I sorted out; m cut off; n rang off/hung up; 0 looking forward
Re: Suitability of seats on aircraft
Familil$ Families with two children will be more comfortable in the middle roW); wilh four seats, where parents can s.it on either side of their children and the children can get a good view of the movie screen. Non-smokers Advise these passengers nO( to sit in the seats immediately in fronl of the smoking section. Remember that the fmnl non-smoking section of econom}' is directly behind the smoking section of business daM. Disabled passengers Remember that only the able-bodied will be allowed to sit near the emergency exits. Disabled passengers may be more comfonable in aisle sealS. Window seats Pas!Oengers who wish to get some r«t are unlikely to be disturbed in these. The side panel can be used as a head support 10 enable them to sleep. Aisle seats These give greater leg room so are more suitable for lall people.
Writing
I
The cashier worked out the bill. It's a tour rep's responsibility to look after the guests. At the airport the tour reps pick up the guests. She drew up the itinerary. Her uncle put her up for a few nights.
10 Customer Relations
Revision
2
Vocabulary 1 clever, efficient, honest, motivated, sensible, thoughtful. trustworthy. These imply you do not approve: ambitious, sensitive, shrewd, zealous, timid. These imply you do not want to be: lazy, helpless, disorganised. well-behaved, well-mannered, well-organised, well-intentioned , self-confident, , self-possessed, self-assured, self-reliant Language Focus a making; b to learn; c to appear; d waiting; e to bus; f to lose; glistening; h blaming: i needing; j bothering; k to reply; I blaming; m accusing; n not caring; 0 increasing; p urging; q to take; r to ask; s to spoil; t to protest; LI to remain; v to be treated Speechwork Ex ected/r uired Chris quiet, relaxing holiday a sea view children to sleep at night £600
Ha ened/received noisy a view of the courtyard, pool and bar kept awake at night £100
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a We'd asked for an apartmen t with a ~ but were given one wit h a
Review 2: Units 6-10 Language Review
~of the~.
b The children needed to ~ at night but they were kept awake by the noise. c We asked for f§QQ but t hey only offered a mere .f1QQ,
6 T o ur O p er a t o r s a The landing of SA 456 was
delayed (by air traffic control). b The reps insped aU the hotels weekly. c The local council has banned pub crawls. d Tourists are taken to their hotels in coaches/by coach. e Tou r operators sold 9.5 million holidays last year.
Compare with the tape. W riting
1
1f:1 Suggest ed answer: Dear M~ Hopper Thank you for your letter of 7th December. We are sorry to hear that you and your husband did nOI enjoy your recent Golden
a Correct b Incorrect: Versailles and Fontainebleau are visited by many people every year.(OK) but: Many people visi t Versailles and Fontainebleau every year (more natural). c Correct d Incooect: All rates are negotiated between the tour operatOfS and the hotelier. e Incorrect: The guest was offered alternative accommodation last night.
Group ho l iday in Tun i sia and apol ogise if the tou r rep' s be haviour was inappropriate. We assure you that this behaviour is nOl the kind we nonnally tol erate and we will be looking into the allegation fuJly and taking any ncceKSaI)' action. We would, however, like to draw your attention to the fact that all ou r reps are highly trained, whate \'er their age. and that we do not specify how uld they are in our brochures, A s to the special enlert.,inmenl package that you requested, we do el plain in the brochure that this package is only run when there arc a minimum of eight guests requesting it on anyone lOur. As you yourself mention, i n your ca.~ there .....ere only four people. yoursch·cs and two othe~. Therefore the rep was qui te correct 10 Ie11 you thai Ihis would nOI be possible and Ihal we would be unable 10 cover the expense of a change of hotel. As a goodwill gesture we enclose four ~'ouche rs for day trips to Paris and Brussels so l.h;tt you C.ln appreciale our nonnal rulth sL.1ndard of service for YOUNelve:s. Yours sincertl y. Customer Relal ions Clerk
7 Pro m o ting a D estinatio n a - 2; b - 2; c - 1; d - 3; e - 1
a is opening/will open; b is going to faint; c wilt have been standing; d will be giving; e will have achieved
8 R esp o nsible Tourism a The young American invited the tour guide to join them for a coffee. b The chambermaid denied taking the old lady's bag. The check - in clerk confirmed that the (customer's) plane lefUwasleaving at 4.55 the next morning d Mr Gold ordered/demanded a large brandy. e The travel agent advised us to take out travel insurance before we left. f She warned them/us against changing/no t to change money in the street. g He agreed/concurred . h She persuaded me to go to the party. He inquired if they had a restaurant. The angry guests threatened to leave the hotel if they d id not give t hem a quieter roomlif they were not g iven a quieter room.
Developing the Topic Reading 1 a b c d e
To save up enough money to go on holiday. The staff t raining programm e was not good enough . She contacted Jane's supervisor. Jane was told off/disciplined and the company apologised to ABC t raveL Jane showed no interest in his request and put the receiver down before t he call was completely fi nished. f That Ridgeway Tours was an unreliable firm. g Inter-World Travel would never use Ridgeway Tours in the fut ure.
9 Transp ort a We have looked at them. b We have speeded them up. c We have taken it into account. d I came across it. e They put it into operation.
a The management lays down the conditions of work for the employees. b The planning manager can get on with scheduling the flights. c LGW stands for London Gatwick d Just let me work out t he bill. e I have been saving up for t he trip since last year.
Vocabulary 2 a inadequate; b indifferent; c inexperienced; d rude
a take-it-or-Ieave-it; b a ticking off Listening a-6; b-4;c - 2;d-1;
J e- 3; f-5 2 a It gives a good first impression; it w ill encourage customers to come into
the shop and approach you. b So that t hey know that we are listening. c Admit tha t you don't know but say t hat you will find out. d Someone who does a good job and something more than t he customer expected .
10 Custom er R elati o n s a The guest remembers losi ng his wallet last night b The manager stopped working when the visitor arrived. c I regret to inform all dients tha.t the restaurant will be closed for refurbishmen t until f urther notice. d The tour guide warned everyone in t he party to take care on t he ctiffs. e The chambermaid admitted taking the necklace from the room.
Reading 2
a to live up; b offering; c to admit: d trying; e to pay
Alison, because the customer did not expect a call before twelve o'clock but received an answer just before eleven - an hou r earl y.
11 Hotel Facilities Revision
V o cabulary 3 a offhand; b underhand; c by hand; d to hand; e in hand; f on hand
Langu age Focus
W riting 2
Visit Colmar with its numerous haJf-t imbered, medieval houses. Stay at this outstand ing luxury country- house hotel. The chalet is in an unspoiled Swiss village resort. The restaurant offers a varied international table d'hllte menu. On arrival all guests are given a dark star-shaped Belgian chocolate . At t he Majestic they have fo ur luxurious junior suites. g All staff will be issued with new blue-and-white cotton uniforms. h In the dining room there is a priceless fifteenth-cen tury Venetian chandelier.
a b c d e
Suggested answer: Giving a !l004 impression 2 G:vt: the: cli~nt ti m~ to bt-QlWe ~fOl"e you offer to help. 3 Be aware of your body lanoauaae: • Alw.lYs maint.::Jin t::ye con t .a:::t 1I~ it. 5h0W5 t.hat you are li5ter,in<3. • Lean forward !!(l the client k.r,QWii that )'OU are concentrating on w t 15 bt'i"9 slIid.. • Do not le3n bacl:::w3rd5 a& thi ~ 5 h~you are no longer i"tere5t~. • Do not iidqet. 4 Al wlIYS listen carefuUy and if poe9ib!e t8ke not.!: ~ to reter bllck to. 5 Ma·tlt.sin ycur cliertte' ccnfiDentialit.y: n~r t.all:: about clients in frol'lt of other client5. 6 Be loyal to the ccmp~ny: do not blame other !otaff for mi6ta ~ 5. 7 Be acGurate; if you dc:: n·C know the: ar.s ...·er to II ,\lJeetion, admit it and oHer to find out. e Tell t he client v.+-.en you 'Nill have coIle:::u.:I aUthe required Information or complet.ed the tran5.aetiot'l sr.,;! how aM when you .....;11cont act himfner. 9 B~ re8 l i6~ ic when !Stating when a cuetcrner can mtpt::::t to hear from you. 10 Cany OJt your promisee with:n the 5t3u.:1 time limit . 11 Remem~ r th;r:. a customer wiil remember you if you proauce the inf onnatior. early and 3nrw:;eO if you proJuce it late.
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2 self-service restaurant; old-world charm; direct-dial telephone; centrally-heated room; hand-made shoes; well-dressed woman; tow-season rates; half-board accommodation; built-in cupboard; invitation -only party
~J
Suggested answer· This luxurious double room is decorated and fumrshed 10 the highest deg~. The centrepiece is the grand late seventeenth-century four-poster bed lit by an ornate Bohemian crystAl chandelier. Should you fancy writing a letter there is a small leathertopped desk, with a Venetian candelabra. An original sixteenth-century oil painting hangs OIl the wall a~. To complete the room, there is an elegant Queen Anne armchair.
Spcech wor k a low· rise; b purpose-bJ.illt;
C
.l.!.Q.market; d ~II-furnished; e i l l- price
List en to t he tape. Vocabul ary 1 a bride and groom; b whisky and soda; c jacket and tie; d W ine and d ine; e male and female; f length and breadth; g bread and butter; h hard and fast; i spiCk and span; j black and whi t e: k safe and sound; I milk and sugar
Key Writing
Spcechwork
..., Suggested answer" ~l,-_ __ __ _ _ __ __ _ _ __ __ _ _ _ _ _ _ _- , Dear Ms Bowen-Lyons Re : Reservation for 17-2 1 Fehruary
incllL~j ve
Thank you for your kner of 16th January inst. where you requeSt two adjoining !leo nior suites for your di ent for fi ve ni ghls from 17 February to 21 Fehruary inclusi\·c .
We are pleased to be able to offer two
~ni or s ui!e~
wi th half board for the
requested at 950 SwF per n ight. All our se nior suites are on the hlp fl uor and o'o'erlook Ihe ski slopes. We will do our utmOSIIO en~ure that the two suites arc adjoining. Hm.;e'ier, we must point out th:!! during these date ~ all our other senior suites w ill also be occupied.
pyjamas half gardens
Language Focus 2 a However; b besides; c Therefore; d but/however; e in addition to; f As a result Writing Suggested answer'
Our ski desk will arrange all parag liding and snow-boarding sessions with yo ur dients on arri val so that they will have the greatest fl ex ibility when organising their schedules. The ski desk can also issue lift passes for the fi,'e days at 172 SwF per pef$on. There is a slight redun.i on for chi ld passes, th;]t is childre n under 14 yea~ of age.
Report for Themes Galore on F l oriana and Produtia as potential sHes for the new theme park Floriana • The site is located on the eO;J.st of this idyllic island. • The resident population of {he whole island only amounts to some 3,000 inhabi tants. TIlese are scattered along th e coa.~t in small h:"lmJets. • Cumm uni cation and transport betwee n the hamlets is mainly by W:'l ter as there arc few road~. o Road travel i.s sluw and arduous. o A s a JesuIt fewer than 500 IQ(;als ar;; withi n the th ree-hour journey radius. o At present there arc no hotels on the island. o F;;w international visitor'! visit the island. o There is o nl y one ferry service a week connecting the island with the Indian mainland. This is used for cargo transportatio n. Produtia o The site is dose (less th;1Il 75 km) to two 13rge industrial c ities: Millto wn and Iron ton. o Both cities have ti ne museums of the ind ustri al re~oJuti()n, art galleries and old huildings. o Thert: are several hotels, not only in the towns but also in the surrounding countryside. o There i!i already a good network of major roads and motorways to the proposed site. o To the routh of the site the area is one of natural bc3uty. It is a popular international tourist destination in summer. o Many domestic an d inte mational touris ts dri,'c southwards in summer for their holidays. o The ~e tourists would virtually pass the entrance to the theme park. Conclusions o Floriana would be an unsuitahle location as 100 few people live wi th in the area or visit it. o The site in Produtia, th ough in it~ lf not a beauty spot, is w ithin rang e of the pop ular holiday de.stination of Summers\'iIle. There are sufficient hotels and hol iday accom modati on w ithin the penetration area, which is surround ed by a large resident population. o There is no other the me pa rk within th e catchme nt area. o There is ;tlready an e "cdlent in fra ~t ructure of road net",,·orks . o There wou ld be suffi cient numbers of "isitors h.J support the theme park and make it viable. R ec:ommend:l.lions o The site at Produtia wou ld be a suitable location for the theme park
We req ui re confinnation of the'booking w ithin 48 hours and credit card paniculars to reserve the rooms. In the event of a no-show the client will be charged a(;commo(l.1tion for the fist ni ght. We enclose 10 copies of our new brochure, a.s requested. We look fo rward to welcoming your cl ient to Da\'os in the near future and trust that we will soon be able \0 be of a:s~i ,tance to you again. W ith all beSt wishes Yours sincerely, Reservations Manager, Majestic Hold
Developing the Topic Listening a 1927; b Hotel Steiner; c eleven months; d 70; e To keep overheads down; f Through the Austria Hotel central reservations service; g On the edge of the pedestrianised centre; h Czech
Reading Guests mainly w ant better service Facilities or services guests believe to be impo rtant: solving of gu~s,"s' proble:m" , staff r~COt,l ni5in :! reeular ,!ue5t5, l:>e'fli)
we!Gomdigreetea by ru;cption, '3uar;ln~e i n~ of pre.y-nt level of commur,icatbt15, i ncr~"e in r,o-smoking rooms Facilities or services guests dislike: attito.xlc: of :ot aff, bein;J m.a.:k to pay a d!:P:J5it. for use of fa0having t o wait while room was checked bebre deposi"!; retumed, lack of p~rxna l umta::;t/i!'la\;>ility of rec.erruo:'l to ~rec:t you The type of improvements business t ravellers are uninterested in: environmental ini'tiativt5: e.g. fewer to;]c:trie5, checking in .;ind out with smart cards The changes or developments taking place or likely t o t ake place in the hotel trade: televi,,'on ccnscle to Uecome c.!:n t ral focus for c.ommunieZltiofls, entert.:lifllTlCnt and interactive t.c:ch tlol::lede to convert t.o couches, hotel room t1 h ::oome "n cffi:;:.e-away-from-tJu.:-offi ce, more built-in ~rI::: stat!Otl5 with f%'wer point:5 a:1d gO:Jd lightin,!
Reading a Kyoto b 8 storeys
Vocabulary 2
c
a empower; b emphasised; censure; d enabled; e emerged
d e f g
a enlarge; b embark; c enclose; d enliven; e enrich
12 Selecting Locations Revision
For donating 40 per cent of the site to create a garden. Capital of capitals. Palaces, castles, shrines, temples and gardens It must be very noisy and very busy w ith thousand s of tourists there. The rail way station.
13 Things to Do Revision
Language Focus 1
~1
10:1 castle
Listening a live wi thin a three-hour journey of the attraction; b domestic, international. three hour radius; c something in common; d taken a coach trip; e enough people w ill come; f large enough; g road infrastructure; h asset, destinat ion; i create the destination; j w eather is too hot
As your c1ient~ do not wish to take advantllgc of our hotd bu ~ we can arrange with the IlM.:allimousine car seryice to collect them from the railway station when we have connrrnati un of their time of aIT!V3!. Howevcr, the contract w ill be with thc (;ar servi(;e and not w ith the hotel and th erefore your client will be required to settle directl y with the limou sine sen.·icc on arrival.
Vocabulary
le l l station parade accommodation location
Developing the Topic
date_~
a although; b therefore; c w hereas; d thus; e however a but; b However; c first; d secondly; e Furthermore
lrel palace Japanese fabulous sand factor mansion
~
Vocabulary 1 Check this w ith your teacher.
a miniature; b slight; c compact; d minute
Speechwork
a I regret the inconven ience my action may have caused you . b The breakdown of figures ill ustrates the percentage growth in each sedor of the hotel market c We would appreciate payment of you r bill by retum. d On w riting this report we have taken i nto consideration your reqUirem ents for a site w ithin clo se proxim ity of a m etropol itan area. e There has been a radical improvemen t in the standards of service in a substantial number of hotels.
~ Lane
I is London's ~famous I Sunday market; !land is held in I M iddlesex Street, I .l..2.o..Q.Qn East, 1 I from.2 a.m. to 2. p.m. I and sells ~ and ~ goods. II ~ I is the old ~ market I in Commercial Street, I London LllU. II This ~ market I is si tuated on the.s.[k I of London's ~ fruit and vegetable market. lilt's near ~ Street underground station. li lt' s open I throughout the ~ I selling ~ of I craft goods II but the ~ I to Yi.s.i..t it I is ~ / w hen it's ~ to I Lo ndon's 2.!!ly. organic food market. II
93
~
2
Compare with the tape and the tapescript (page 84).
Language Focus 1 a If you go by bus, it'll only take you a few minutes. b In the event of an accident. the alarm will sound.
c If the lift doors refuse to open, please press the button. d Students are allowed into the museum at reduced rates provided that they have a valid students' card. e Children are permitted in the bar on (the) condition that they do not disturb the other guests. Cheques are not accepted unless they are accompanied by a cheque guarantee card. g If you become separated from the tour, please make your way to the coach pick-up point. h If you have completed the registration form, I will give you the key. You can go to the Savoy for dinner as long as you are not wearing jeans. ~2 a If you became the managing director of Forte hotels, what would you do? If you were to become the managing director. b If I lost a guest on an excursion, I would ring the hotel. If I were to lose a guest .' c If you had a car, you could drive across Europe. d They would/could earn more money if they worked longer hours e Sophia would tell day-trippers about the fun fair if she knew where it was.
Listening 1 Places mentioned: Reichstag, Brandenburg Gate, Museum Island, Tiergarten, Victory Column, House of Culture. Congress Hall, Unter den linden, Opera House, Alexanderplatz He advises buying a 24-hour pass as it is cheaper.
Writing 1 Check with your teacher.
Developing the Topic Listening 2 a b
e d e
Five. At Victoria Station, Heathrow Airport. liverpool Street Station, Selfridges and Waterloo Station. Three (English plus two others). European Communication skills, foreign languages, listening skills, interpersonal skills, computer skills, knowledge of UK.
Language Focus 2 a absolutely; b reaily; c very a really/exceptionally; b absolutely; c perfectly; d slightly; e terribly; f exceptionally/really; g highly Vocabulary
2
US
UK
check room hatcheck girl first balcony mezzanine intermission orchestra seats lobby
cloakroom cloakroom attendant upper circle dress cirde interval stalls foyer
Reading a - D; b - F; c - H; d-C; e-A; f-E Writing 2 Suggested answer: Dear Mr Howard Thank you for your enquiry. We recommend first of all that you visit the Jorvik Viking Centre. Jorvik was the Viking ,name for York and inlhe Centre you travel back a thousand years to see not only what York was like but also the Viking treasures that were found in the 1973 archaeological dig. Then you could take you r son to OUf National Railway Museum where he can enjoy the trains and learn about British social history at the same time. No visit to York is complete without a visit to our Minster which is the largest medieval cathedral in Northern Europe. Then, if time permits, drop into the Yorkshire Museum where you can stroll in the botanical gardens before visiting the museum which houses some of the finest Roman, Anglo-Saxon, Viking and medieval treasures. Or if you prefer you might like to visit York Castle Museum which depicts everyday nineteenthcentury BrItish life. At any time of the year York is a beautiful city and at this time of year in particular a walk around our city walls is very pleasant. Finally, to complete your visit to York, shop for traditional British souvenirs in medieval Stonegate. I hope that these suggestions will prove helpful. II you should require any further information please don·t hesitate to contact me. Yours Sincerely, Tourisllnlormalion Clerk
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14 Marketing the Past Revision Speechwork Everybody over this way. /1'11 tell you a little bit about what you're going to see / and then we'll head down to the boat ride. 1/ First of aliI I want to tell you / that you aU look very beautiful / and handsome / in your white coats. // You're very distinguished-looking. II OK. / The falls which are dosest to us here / - these are all the American Falls. // The American Falls stand / one hundred and eighty-four feet high / and go one thousand sixty feet across. // If you look at the end of the American Falls, / you'll see a small island right past them / and there's the little falls / that're called the Bridal Veil Falls. II In the evening / they'll shine / two white lights on it / and the water looks like a bride's veil / as it's going over. 1/ Compare with the tape.
Writing 1 Suggested answer' Coach trip to Niagara Falls on Sunday April 14 Escorted tour to American Falls with boat trip under the Bridal Veil Falls to the Canadian Horseshoe Falls . lunch in Canada. Dep. 9 a.m. Return 7 p.m.
US$50 TIckets from Maggie in reception.
Language Focus a In Iron Age times large defensive earthworks, which are now beneath the castle, were built to protect against invaders. b The Romans built two lighthouses, one of which still stands today in the castle grounds. c St Mary-in-Castra, which is in the castle grounds, is a Saxon church. d The keep of Dover Castle, which was built in 1180, is one of the most imposing and impregnable fortresses in Europe. e The underground tunnels, which were built in the thirteenth century, were used as air-raid shelters during World War II . a The group that was due to visit the port this afternoon has cancelled the trip. b The port of Dover, which handles about 5 million travellers each year, is the busiest passenger port in Britain. c The huge outer harbour, which was built at the beginning of the twentieth century, is now used in summer by windsurfers and dinghies. d The custodians who work on the gate need more patience and tact than the others. e Peter, whose job it is to run workshops for school children, enjoys his work very much. The building which stands on the white d iffs above the town is Dover Castle.
Speaking Check this with your teacher
Developing the Topic Listening a - 3; b - 5; c - 1; e - 6; f - 4; g - 2 d corresponds to none of the speakers.
a - F (this is the place you meet grumpy visitors); b - T; c - T; d - T; e - F (it is something you can strap a wheelchair to); f - T; g - F (there is a sense of satisfaction) Vocabulary 1 Romans Middle Ages toga monastery knight g~ ley fort fort archer castle amphitheatre cannon centurion archer chain mail cross-bow
20th Century wireless radar artillery cannon
Key
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2
Writing 1
Discuss this with your teacher.
~ Suggested answer: Dear field The Grande Canyon Hotel opened last month. We are 3 luxury business hotel set in a landscaped park on the outskirts of Zurich. The site gi\-es the appearance of seclusion :md solitude but we Me ....ery close to the Zurich St Gallen motorway interchange and a mere 25 km from the centre of Zurich.
great hall
W e are able to offer conference faci lities for both residential:md non-residential conferences, ho ..... e \·er large o r small your meeting might be . Each of our conference rooms i ~ fully equipped to the highest standard for your comfort. Should you require accommodation, all our pri\·ate rooms are deluxe doubles, permitting the busy business executi \·e space to unwind in and relax after a heavy day.
bailey
Writing 2
W e enclose our brochures and standard rates. As you can see our rates are .... ery competitive and we are always inlere~ led in di .scu~~i ng with ou r clients the ir prec ise requirements .
Suggested answer: In the Middle Ages everyone ate in the Great Hall. The Lord and his Lady sat at high table_ There were no carpets on the floor but rushes - that's dried reeds and grasses. E"en the dogs came in to eat what was thrown on the floor. At night everyone except for the Lord and his family slept in dormitories. Children did not go to school as you do. Instead the Lord's sons were trained to become knights. They learnt to ride and fight, while the girls learnt needlework and how to run a house. The castle was the centre of local life. The farmers would store thei r crops here against attack from other lords. when an army approached , the drawbridge would be lowered and the castle would prepare for a siege.
Please do not hesitate to contact us for all yo ur conference
No
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faithfully .
Sales Assistant
Developing the Topic Vocabulary a - l; b - 4; c - 2; d - 3; e - 5. a delegates; b auditorium; c sound-proofed; d acoustics; e closed-ci rcuit; f syndicate; gaudio-visual; h exhibition
R eading a They were uninteresting, badly organised, dirty and silent. b They have become user-friendly, interactive and hands-on. c They are no longer the centres of conservation and research that they once were. They are also becoming inaccessible to all but the well-off, and only w hat is considered popular or can gain sponsorship is displayed.
Listening 1 NI)rr:b~r of delegate!! 2 Type ofconferenu
• b03rd meeting • 53ies laun~h
Vocabulary 2 b
requi rement~.
rCijuest is too small.
• t.rainir:q session
.3 Length of st.ay 4- Time ofytitr 5 Tr:ms port re'1uiremer: t~;
m,
Victorian: academic, .Q.ir:ty., d.inu, .d.Y.!I, free, .ffiI.!..ili., real,.iile.nt,~, subsidised, unattractive, ~, uninteresting, authentic, .oo!.d Modern-day: accessible, attractive, authentic, bright, commercial, eKciting, hands-on, interactive, lively, realistic, user· friendly , welcoming The underlined words give a negative impression . The italicised words a positive impression .
• a ir cor.nect ior:s • r8 :[ cor:necuor.s • roa.:J connect ions'
pOlrkirrg faciNtie5
6 Nam6 of payttr 7 The CQ:1ferenu room layout:
Writing 3
eqUipment: • overhead projector - Rip charts
• informal 5tyie
Suggested answer:
• with desks
• lecture theatre style
Come II) K.,nt ....,]l Hal! in SufTolk :ond see a ~iJlt~.-nth.ant "ry "orling fartn in actioll. Only auth.,ntic <"ne in Eli:ulot"'th I's tim c:'. Then enjoy thi s r"od from the farmhou!iC kitchen in the p ;u-lour. Se ent.,ruineU in Iru., Eliu[..,tlun ra.h.ion],y authentic sixtc.'"t"nth.centufY suIT.
• !!Iiae projector!!
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type: 5yrrdicate room5 8 Rdrujhment:s in/outside conference room 9 Oinin9 r~(.'irement.s - private dininq - publiC re5t.SllJrant
!'U f.um·IWlds llld ho u!'C still" drc.....,d ill puiod rosturn" . Op"ll dolily throughout Junc· l nd July. EntrMlC<:: adul u (9 .00 dlildren (6 .00 f.uni.ly tickd HO
- sal_ - buffet 5ervice • formal dinner • finger buffet
!O Accommodation
• ViPs
• delegates
15 Business Travel Revision
• !Siql1t5Uing
• "1"'''''
• pub visit • di5CoIcss i.'1o
Speechwork a cereal; b aisle; c ate; d course; e crews; f fair; g principal; h steak a We need to i m~ all our fruit and vegetables at this time of the year. b The Imports were delivered to the warehouse on time. c Most of our business clients are members of the fre.quent-flyer programme. d It is inadvisable to fre~ that area of town after dark. e The flight to Capetown flies over the Sahara ~rt. f ~ Don't desert me!" she cried, as the taxi sped away. g "Please transru my account to your New York branch." h The [email protected] made by phone.
Language Focus a w ill; b should/could/might; c must; d won't; e could/might; f can't; g could/might; h might; i should; j won' t a The price of business hotel accommodation will definitely rise. b There is little likelihood of their holding the convention in Alaska. c In all probability the y'll ask for a gala dinner on the last night. d It's almost certain that the businesswomen will require rooms near to the lifts. e There's hardly any likelihood that they'll find a guest speaker at such short notice.!lt is hardly likely that they'll find a guest speaker at such short notice. f There is no way we can provide a fu ll table d'h6te dinner at that price. g It's just possible we'll make a profit on our catering this week. h There are bound to be 300 delegates at the convention.
Note: a finger buffet means food that can be eaten with the fingers, e.g. sausages, vol-au-vents etc.
~
Writing 2 Suggested answer:
..
r----------------.lm~tru -'~h~ ·.m -. fu-,~b--c k~;ng-a-'-.-n~ ~-''n'-'--------------,
I . First find out how many delegates wi ll be altending. 2. Check on the type of conference required . For instance , will it be a board mee ting, a sales launch or a training ses.~ i on? 3. Decide on the length oCthe conference. 4. Decide on the time of year for the conference, as this can affect the activities and functions included. 5. Check delegates' transport requirements. If delegates are coming from our ove~a.s branches, then the venue needs to be reasonably close to an airport with good ra il and road connections. For delegates travelling from our d ifferent national branches there will need to be good rail and road connections. There must also be ample parking for cars. 6. Check whether the company is paying for de legates oc not. If we are paying, check what we are paying for. Remember that we do not usuall y cover delegates' bar or tele phone bills. 7. Decide what size room or rooms will be requ ired and how these should be laid out. Is an infonnal style of sealing required. are delegates going to sit at desks, or is a lecture theatre style preferred? 8. List the equipment required, such ~ overhead projectors, flipchans and slide projectors. 9. F ind out how m id-session refreshments should be served. W ill these be eaten in the conference room or outside?
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10. Check the dining requjrement.~. e.g. public or private dining (i.e. ..... ill the delegates cal in the rcstaurant wilh other gue.<;l~ or will they eat in a private
room?), 11. Decide cmlchec k the different re-quircments fO( lunch and dinner. For lunch our
delegates are usually only gi\"cn forty-five minutes and SO " buffet is likely. Sometimes this means 11 finger buffet rather than sandwiches Of a sit down meal. In the c\'cning delegates have time for a more formal meaL Find out if :I gala dinner is required on the last night. 12. Check how many of the delegates will require residential accommodation, and of these find out how many win be VIPs wi th better accommodation than th e ordin ary del egat es.
13. L3.Uly org::aniM: leisure activ ities: coach trips. pub visits, 0( sports for the: free aftemoons and;1 disco or trip to a casino for the e venings. Reading Box 1 - E; Boxl - A; Box3-D; Box4-C; Box 5-B a 75 per cent of women business travellers. b Security awareness of staff and room service late at night. c Hilton National and Sheraton ensure that staff are trained to take security precautions; Holiday Inn has developed Ten Absolute Standards aimed at making women more welcome; Hyatt is providing more imaginative and lighter room service menus and two tables in the bedroom; Forte Crest have special Lady Crest rooms. d The hotel restaurant e She plans her campaign in advance, telling the maitre d'hOtel that she is paying before her gue5ts arrive. The captain's table and women-only hotels. The article was called Rooms for improvement.
Review 3: Units 11- 15 Language Review 11 Hotel Facili ties
a Incorrect: The two colourful shopping baskets were hanging outside the small craft shop. b Incorrect: The dynamic young businessman walked into the luxurious en-suite bedroom. c Correct. d Incorrect: The thoughtful Portuguese maid brought three large crystal fruit bow ls into the room. e Incorrect: There was a large French Impressionist painting in the new executive suite.
12 Sel ectiog Locations a First; b Secondly; c Also; d besides; e In additionfThirdlyfThen; f However; g For instance; h But; i For example; j although
13 Things to Do a You are allowed to work as a foreign national on the condition that you have a green card. b If you arrive after 8 p.m_, you will need to ring the hotel bell for assistance. c Unless you have a valid visa and the stipulated vaccinations, you won't be allowed entry. d If you want to get around London cheaply, you should buy a travelcard. e If I' d known you knew the manager, I would have asked you to introduce me. As long as you book the table before you go, there won't/shouldn't be a problem. g Entrance to the museum is free, provided that you have a student card . h I wouldn't have gone to the station at 5 p.m., if I had known that the train wasn't arriving till 8 p.m. i We won't hold the room after 6 p.m., unless you let us know that you will be delayed . If I had my own private plane, I would spend my weekends flying around the world .
14 Marketing the Past a The Pergamon museum, which was completed in 1930, is in Berlin. b Athena, whose father was Zeus, was the goddess of war. c Visitors to London can spend a day in the Tate Gallery, which contains exhibitions of Modern art. d The British Museum, which was completed In 1843, houses the Rosetta stone. e The guide gave the porter, who was a student doing a holiday job, a generous tip. a The state of Goa, which is in western India. was formerly a Portuguese colony. Napoleon Bonaparte, who was born in 1769, was educated in Paris at the expense of Louis XVI. c Elizabeth I, who was the second daughter of Henry VIII, became Queen of England in 1558.
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d Hampton Court was built in the sixteenth century by Cardinal Wolsey who gave it to King Henry VIII as a present. e Rome, which is said to have been built by Romulus and Remus, is on the banks of the River Tiber.
15 Business Travel b They can't possibly allow him to travel without a ticket. Irs impoSSible for them to allow him to travel without a ticket c If we are lucky we may be able to arrange the meeting for tomorrow. There's a (slight) possibility we may be able to arrange the meeting for tomorrow. d The maitre d'hOtel should hand the woman the bill. There's a good/strong possibility that the maitre d'hotel will hand the woman the bill. e I hardly think they'll want the large conference room with only six guests. There's little chance that they'll want the large conference room with only six guests The plane is bound to have landed by now . The plane is sure to have landed by now.
