Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
OUflsm
Course Book
Miriam Jacob & Peter Strutt
Acknowledgements
The authors and publishers would like to t hank the following consultants and teachers for commenting on t he manuscript: Sarah Louise Moss, Joelle Bajollc, Ana Maria Ped ucci, Alison Gisvold, Susan Karaska and especially Diane Conrad- Daubrah, who prOVided inspiration as well as material for the book . Also students at the University of West minster and Ham pstead Garden Suburb Institute w ho piloted materials. We are gratefu l to all those working in the travel business w ho gave freely of their time and expertise and w ho agreed to be interviewed for the book, in particu lar: Christopher Khoo of the Singapore Tourist Board; Suzan ne Bassett, Sales Executive , China Travel Service (U K) Ltd; Miss Cumberbatch, Sales Manager, Barbados Tourist Authority; Lud w ig Szeiler, Prof Dr Dietrich W ildu ng. Cu rator, Agyptisches Museum, Bertin. We would like to thank the following for providing help and information: David Blair at the Welsh Office, Cardiff, Idwal Williams, the plan ning officer for the LlanberiS area, and Arlon County Council; Elmeda Shelly of t he Welsh Tourist Board; John Swarbrick; Bodo Hamel of t he Berlin Tourist Office; Jill Smillie at Conference Venues, and Dawn Ellis and Pauline Thomas at Conference Contacts; Andrew Rusack, Sales Manager for East of England , Going Places; Gary Lewis, Senior Manager, Ground Operations, Air UK Ltd , Stansted Airport; Bill Craig of American Express Training Dept; Emily F. Jacob. Also: British Tourist Board; Egyptian State Tourist Office ; Irish Tourist Office; Intou rist; New Hampshire Office of Travel and Tourism Development, USA. The authors wo uld also li ke to thank the editorial team , Stephen Nicholl, Sue Ullstein, David Riley and janet W eller, and the publisher, Gillian Rod rigues, for t hei r ded ication and com mitment to the book. We are grateful to the following f or permission to reproduce copyright material: Addison Wesley Longman for extracts from LONGMAN ACTIVE STUDY DICTIONARY, 1991 and INTERPERSONAL SKILLS FOR TRAVEL AN D TOURISM by Jane Lisa Burton 1995; American Express for an adapted training manual text, Brit ish Airways Holidays ltd for ada pted extracts f rom a letter by Brian Eustace, Golf Manager on behalf of British Airways and a Brit ish Airways Holiday feedback questionnai re; British Tourist Auth ority/English Tourist Board for adapted extracts from the articles 'Value of Tourism in the UK' &. 'Tourist Spending Breakdown' from t he leaflet NATIONAL FACTS OF TOURISM, an adapted extract f rom BRITAIN'S STRENGTHS AND W EAKNESSES: GUIDELINES FOR TOURISM TO BRITA IN 1991-1995 and an extract from the artide 'Dock lands turns its attention to tourism gro\'/th' in TOURISM ENTERPRISE , January 1993; Commuter Publishing Partnership for an adapted extract from the article 'How to write a CV' by Eleni Kyriacou from M IDWEEK MAGAZINE, 1990;
Consumers Association for an adapted extract from t he article 'Tourism the Destroyer - Plans for tourism development..' in HOLIDAY W HICH? March, 1990; EMI Music Publishing ltd trading as Elstree Music, London WC2 H OEA for words to the song SUMMER HOLI DAY Words and Music by Bruce Welch and Brian Bennett, 1963; The Financial Times ltd for an extract from the article 'When it pays to complain' by Diane Summers in FI NA NCIAL TIM ES 28 July, 1994; The French Publishing Group f or an adapted ext ract f rom YHR GRAND LOUVRE GU IDEBOOK by Jerome Coignard , Joel Girard and Christophe Lagrange, trans. Nigel Hollidge; Guardian Media Group pic for a slightly adapted ex tract from th e article 'A tale of two cities as intrep id trio lose out on American dream ' by John M ullin in THE GUARDIA N, September, 1993; lntouri st ltd for an adapted extract from 'Tailor- made booking req uest f orm' in t he brochure RUSSIA BEYOND 1994/1995; Lynton Cooper Travel (London) Ltd for an adapted extract from the brochure SKI THE AMERICAN DREAM SK I AMER ICA; M iller Freeman Technical Lt d for extracts from articles 'Cut-and-thrust of contracting' and 'Room at t he top' in TRAVEL TRADE GAZETIE 14.6.90 &. TRAVEL TRAD E GAZETTE EUROPA; Pergamon Museum/Accoustiguide GmbH for ext racts t ranscribed from PERGAMON ENGLISCH ACCOUSTIGUIDE (1991) by John Julius Norwich ; Saga Studio for an adapted extract from t he 'Pacif ic Cruise Company' brochure SAGA CRU ISE COLLECTIO N - March 1994-February 1995; Times Newspapers Ltd for an extract from th e aritcle 'Promotion to the rank of flyer first class by David Churchill in THE SUN DAY TIMES, 21.11.93. Times Newspapers Ltd , 1993; United Nation s Environment Programme for an adapted extract from the article 'Safe Tourism - is it possible?' by Lelei Lelaulu in the journal OUR PLA NE T, Vol 6, No 1 (1994) .
We are grateful to the following for permission to use copyright photographs: Alton Towers for page 18br; Clive Barda for page 35t; Margarete Busing/ Bildarchiv Preussi sc her Kulturbesitz for page 89t; The Bridgeman Art Library for page 7bm, 89br, 89bm, 89b!. IGiraudon for page 90; Capital Pictures for page 44ml; Going Places for page 30; The Image Bank/ Lisi Dennis for page 74, I Tom Owen Edmunds for page 111b,/Renzo Mancini for page 9, IAndrea Pistolesi f or page 46r; The Kobal Collection for page 20; New Hampshire Tourist Board/Ralph Morang for page 82t; Pepys Library, Magdelene College, Cambridge for page 861; Pidor International for page 7tr, 25, 38, 63, 73, 84; Portsmouth City Council for page 87t1, 87tr; Ski t he American Dream for page 109m; The Slide File for page 23b; Steamboat Ski Corp/Larry Pierce for page 109b, 109t; Tony Stone Images for page 7bl,/Michael Busselle for page 11, IRichard Elliott for page 45, ISuzanne and Nick Geary for page 87bl, IDavid Hanson for page 37tl, IJeremy S Hibbert for page 461, ISimeone Huber for page 107, IDavid Mad ison for page 46m, I Hiroyuki Matsumoto for page 88br, I Kevin Mo rris for page 7tl, IJon Nicholson for page 37br, IGreg Pease for page 481, f Lorne Resnick for page 18ml. IJo n Ril ey for page 12m, 62; Strawbery Banke Museum for page 82b; Telegraph Colou r library for page 6br, 6bm, 6bl, 7tm, 21, 23t, 24ml, 24tr, 24tm , 24t1 , 24bl, 24bm , 24mr, 35r, 44 b, 44tm, 50, 52 , 56bl, 56tr, 56tl, 76, 77 , 78, 86bm, 86br, 88t1, 88tr, 88bl , 111t, 114, IB &. M Productions for page 12t, IBavaria for page 7br, / Bavaria- Bildagentur for page 22, IColorifiC for page 18t, 44m r, 44tJ, /Colorific/Antonio Gusamo for page 6tm,/ FPG for page 24m , 56br, /James Kay Photography for page 12b, /Masterlite for page 6tl, 18mr, 44tr, IP Tit muss for page 87mr, /VCL for page 94,104; Keith ToUem Associates for page 70; Trip/Dinodia for page 37mr; Un iversal Press Syndicate for page 5ot; Elizabeth W hiting Associates for page 71. Designed by Simon May, Sage Associates. Illustrated by Kathy Baxendale, Richard Coggan, M ichael A Hill, Biz Hull, Phi lip Mount (Tin Star), Caroline E. Porter, Debbie Ryder, Michaela Stewart and Katherine Walker. Cover photo by And rew Hall.
To the learner
This book is for you if you work in t he t ourist industry or if you
are studying tou rism.
Speechwork
Good pronunciation will give you greater confidence, whether you are dealing w ith customers, taki ng part in discussions or guiding groups of visitors . The Speechwork sections will give you t he systematiC, regular practice wh ich is t he key to progress.
It provides excellent preparation for any of t he major European exam inations in English f or Tou ri sm in clu ding t he London Cham ber of Comme rce and Industry English for the Tou rist
Indu stry exams.
Reading
To help you improve your reading ski lls, we have chosen a variety of au t hentic texts from tourism publ ications, and have deSigned practical exercises to check your understandi ng.
Writing
In t he Writing sections you w ill carry out real tasks f rom the tourism workplace. For example: writing letters, press releases, brochures and reports. There are model answers for all the wri ting activities in t he Teacher's Resou rce Book.
Learning Tips
From time to t im e we include advice and information on how to improve yo ur learning strategies and become mo re
independen t when you study.
Preview
~
Scenarios
After every five units there is a scenario. These are case stud ies
which cha llenge you to use t he English you have learned to deal w ith authentic situations in internat ional tourism .
'mg
-<"""F--=.._ -g activities present realistic and motivating situations
.-~
jake presentations, negotiate t he terms of contracts, .:..scuss key iss ues, give advice and information, deal with :omplaints and perform many other tourism-related tasks.
Lisrening
The cassette recordi ngs in cl ude conve rsatio ns and discussions betw~ e n experts in the t ou ri sm t rade. British, American, Australian and other int ern atio nal accents are f eatu red , to help yo~ understand how peop le speak English in different parts of the world. Tapescri pts of t he recordings are pri nted on pages 11 6- 123 of the Co urse Book.
Language Focus
Here you w ill work on the key aspects of grammar that are essential for progress at t his level. Language Focus sections include clear ex planations and activities to help you un derstand and use the language effectively. Miriam Jacob
Peter Strull
Vocabulary
The Vocabulary sections w ill help you to develop a richer vocabu lary. These sections introduce and practise many words and ex pressions req ui red in the tou rist industry. A word Jist of
more than 100 to urism t erms incl uded in the Course Book is printed on pages 124-12 7, along w ith t ranslations into seven languages.
Itinerary
Unit
1
Types of
Setting
Travel agencies and tour
Professional activiti es
giving holiday information
Languag e
Language Focus: compound nouns
Vocabulary:
Directory of texts
Conversations with customers Letters about golfing holidays
operators
Holiday
types of holid:!
0
IT]
page 6
2
A Career in
letters
taking part in job int erviews
0
[JJ IT] IT] [JJ [JJ
Tourism
Vocabulary:
remunerabor
formal and
languag~
. ~~,
page 12 Speechwork"
CVs
Recruitment advertisements letters of application
3
Trends in Tourism page 18
note-taking writing a summary based on notes giving a short presentation from notes talking and w riting about modern -day developments
Language Focus: past simiXE :..-:se-: perfect s;m=-e Vocabulary: definitions if :.:L. - -Stypes and ~~ ::travel speechwork: past verb =.:r--!E
0 0 0
[JJ
ed
Language Focus: the denr :: ~"XE Vocabulary: Speech work: BritishlA:-;ercr usage the sch....... reading ~,_'1""'!5
4
Where People
Go
page 24
Tourist boards, tour operators, Tourist Information Centres (TICs), and travel agents
working with figures designing a questionnaire and carrying o ut a survey giving information from a chart reporting on the nature and value of tourism in a country
0
[JJ
3O;C.
5
Travel Agents page 30
Travel agencies
telephoning taking bookings and filling in booking forms asking for and confirming inf ormation wri ting letters of confirmation w riting a set of instructions: payment procedures
askjngc-~
tagq ft~,,~
-elephone calls .; holiday booking 3oo(ing forms =xrract from a training manual
phr~ .~...s....se: -
0 0
rn
OJ
qu.es:o"5
Revision
~,Ind ia
Scenario 1
Advi~ng a
Client page 36
reading brochures giving information an d advice helping clients make choices writing letters at recom mendation
IT] [JJ
2:":
writing reports planning a package tour negotiati ng an agreement writing a letter of confirmation
==-e,;:
contracting
[JJ
...
-.:=o!
7
Promoting it Destination
Tour ist~llS
-L.-
--
~"7\Oti ng
Barbados as a
:o..m. destination
- ----clTl. ~
page 44
area
- =--."...,
I~,
t rip to China
0 0
[JJ
AT:bl1g promotional materials Ot3CJ'1bing an itinerary :n5eI1!ations: reporting on ,a ~-iianse.tion trip Speech....'Cr'<..
=-~' s
strengths and
~ses
8
Responsible Touri!.m page 50
Ecological a.,-JI; ~ issues National u..: .cc.=.. govemmen: Environmen:a. z:-:: agencies
.~
lan gueg,"~
~ 6 press releases
VOC2..btk..- Speecrr
~.
---
0
[JJ
Unit
Setting
All tourism providers
Professional activities
mapping an itinerary writing a fax: improving airport passenger handling facilities making recommendations to a tourist board
Language
Language Focus two- part verbs Vocabulary: Speechwork transport word boundaries
Directory of texts
Susan's trip to the USA Rapid speech Passenger care
9
"'!"ransport !)age 56
0 0
CD
i
10
Customer =i.elations o.age 6 2 Customer relations departments dealing with complaints Language Focus infinitive or gerund Vocabu lary prefixes adjectives describing personality Speechwork: contrastive stress
Melanie Flowers Unfortunate incidents in a travel agency When it pays to complain Feedback questionnaire
0
D
Scenario 2
-andling: a CcnpJaint :2.ge 68
reading correspondence: letters, memos and fa.lles dealing with a claim for
compen~tion
Revision
'1
-etel Facilities
Hotels
replying to letters of enquiry negotiat ing bookings for conferences and groups w ritin g letters of confirmation w riting memos describing hotel facil ities
Language Focus: types of adjective order of adjectives Vocabulary: hotel facilities collocations w ith and Speechwork: stress in compound adjectives
0
D
:age 70
I
A ustral Tours The Far East Invest ment Group Docklands
OJ
'2
5e-.ecting
~ X2~ns
:o!g-: 76
wciting fm' giving infoemation t aking part In a meeting to decide on th e viability of a new venture
w riting a report choOSing a site for a hotel w riting promotional material
Language Focus conjunctions Vocabulary: Speechwork : formal and informal language pronunciation of the letter i
0 0
D
I
Language Focus: conditionals Vocabulary: Speechwork: TIC Venice Leisure pursuits in New Hampshire
3
-~gs
to Do
writing a tourist information leaflet w ritin g and recording an answerphonc message giving tou rists advice and suggestions on tourist attractions describing museum exhibits and monuments w riting notices giving a guided tour
'poru
pausing
- -51:'82
0 OJ
. "
Language Focus relative clauses Vocabulary: Speechwork: museum exhibits and monuments pausing, stre5S and pitch
-.e'"",
~-=-e8&
I I
I
I
0 0
0
. ..$p.:-ss
- oii."'Ci
~94
describing conference facilit ies negotiating rat es promoting conference ven ues telephone selling writing promotional letters
Language Focus possibllity and certainty Vocabu lary: Speechwork: conference equipment sound and spelling: silent letters word stress in homographs
I
I
I I
I ,
Resort information
5.:.enario 3
: ganising
~ -:-..If~ons
Revision
A.5e 100
I
102
Tapescripts
= o
:COOpwork/Pairwork B Texts
11 6
W ord List
124
Types
of Holiday
3
Preview
How many different kinds of holiday can you think of? Work with a partner and compare your lists. 3 Join the phrases in the two sections a-g and 1-7 to make complete holiday descriptions.
Vocabulary 1
2 Put the words (1-9) into the appropriate spaces.
1 wi nter sports
4 safari
5 cru ise
6 weeke nd break
9 homestay
d a ten-day . ... . to Thailand, includ ing flights, deluxe hotels and visits to the Sukhothai national park and the pagodas at Ayutthaya e a two-week .. .... in the Baltic Sea aboard the Argenta
lUXUry
lin er
a(n) ...... holiday ski in g on the slopes of the Pyrenees 9 a(n) ...... in Amsterdam to visit the Rijksmuseum and be back in time for work on Monday h a stay in Mombasa combined w ith a(n) . .... in the famous Tsavo game park a(n) ...... holiday, excavating Aztec temples or learn in g English in London
4 What types of holiday are those in exercise 3? Choose categories from the list in exercise 2 or add your own. 5 How would you describe the holidays in exercise 3? Choose
from the list in the box below and justify your choice. frightening exhausting entertaining
o
Listening
6 Listen to four conversations in a travel agency and match the
customers to the advertisements.
Types of Holiday
CA SA BLANCA
Morocco
DISCOVER MOSCOW
The Ued Square, the Kremlin .
St Basil's Cath edral .. at give-away prices.
LAPLAND
I N S E ARCH OF SANTA CLAUS
Place s limited.
R enaissance
Cd away from il all
A luxury holiday at all affordable priu.
FLORENCE
A remarkable exhi b ition
VI NTAGE SPAI N
Country cottages andfahulous
WEDDINGS in PARADISE
Tropicnlllltllld H olidays
E NQU IR E WITHI N .
Vocabulary 2
Prices 7 Fin p the words in the advertisements that refer to the prices
of the holidays. Then listen again and list the words that talk
8 Write the word s from the box a long a line like the one below, going from the cheapest to th e most expens ive.
reasonable
economical
dear
costly
exorbitant
prohibit ive
at rock-bottom prices
free of charge
.... --~
cheap
expensive
Work with a partner and discuss these questions. c What are the disadvan tages of holidays at rock-bottom prices?
d W hich of t he holidays in the t ravel agent's wi nd ow would appeal to you? e W hat wo uld you consider to be the holiday of a lifetime?
;: Where wou ld you consider it econo mical/ reasonable/ exorbit ant to go for a holiday?
:l
Language FocLls
Compound nouns
In Engli sh we can use nouns as adjectives. For example :
Apostrophe 5
The '5 or 5' can be used in expressio ns of time w it h numbe rs: an hour's drive f rom
water sports
adventure holiday
caravan park
a month's holiday
in Hungary five minutes' w alk
the,
or a possessive and
Place
Time Fun ction
followed by a number, t he f irst noun is singular. For example: The to ur inclu des a two-day exped ition to the caves. The th ree-day train journey was bo ring . His thirty-mile hike over the mountain s left him ex haust ed.
Material
Practice
M atch the nouns in A and B. A speciali st lecturer acco mpanies each cruise w hich lasts seventeen days. A speciali st lecturer accompanies each seve nteen-day cru ise. a It t akes tw o hours t o dri ve to the ai rport. b The journ ey to th e centre of Lo ndon takes forty-five minutes. c Th e excu rsion incl udes a meal with three cou rses at a gourm et restaurant. d You can visit t he vin eyard, w hi ch ext ends over two hundred hectares. Work in groups. How many compound nouns can you make using the word holiday? For example: e We stayed in a hote l w ith t hree stars. From Santi ago t o San Francisco there's a f reeway with fo ur lanes. 3 Rewrite these sentences without changing the meaning. For example: It takes f ive minu tes t o walk from th e hotel to the 9 A guide acco mpanies all tou rs scheduled for f ive days . h They have produced a f ilm, wh ich last s twenty minutes, on the A mm assali k region of East Greenland. Th eir ex ped it io n, w hi ch t oo k six months, nearly met w ith disaster.
A
t heme
hotel boat
incent ive g ui de
reso rt
travel
trip
accom modation
water
capital health
park
.2
holiday accommodation
package holiday
beach.
It's a f ive -m in ute walk f rom th e hotel to the beach.
o
Speechwork
ord stress
Types of Holiday
appeal
romantic
affordab le
5
situation
costly
_-::erstand you .
vad the following words aloud and classify them according
bargai n
cathedral
-eiaXing
_-beatable
Cairo
exceptional
hospitality
.-.-
-
- - . --
safari
fo rest
cancellation Arctic
=-5ain
_-gfe
Speaking
Draw a grid like the one be low. Fill in the details of the best holiday you have ever had. Then interview some other members of the class .
Name Duration Destination Type of holiday How organised Means of trans port Activities Value for mon ey
Me
2_
Miria m
2_
Gillian
3-<s
N. Spain
Scotland
C.mmlOn
Tourif'\3
Sdfcatering
Famifiarisation trip
By rt1y3df
By us
G<vemmmt
C.r
ear + Boat
Sa;ling, <ating, .,;ghteeeing, walong
f1ane. car.limc\lSttle
Terribl e!
Great
E=lb-TtI
Reading
12 Read these statements about busin ess letters in English. Are
t hey true or false? Do oth er people in the cl ass agree with you ? What other advi ce can yo u g ive abo ut writ ing letters? a W hen you write a letter you put your name above you r address. b It is co rrect to w ri te Dear Mister when beginn in g a lette r. c In the United States 1st April 1999 can be abbreviated to 4.1.99. e The abbreviation Ms is used to write to women w hen you do not know or do not wan t to refer to their marital status. It is rarely appropriat e to use contractions (I'll, don't, isn't) when writi ng letters. g If you begin a lette r w ith Dear Mr Grant yo u should en d with Yours faithfully.
d When w riting a letter to the USA you can begin it with Gentlemen:.
13 Read th e letter on the left. Why is Mrs M cSweeney w rit in g? W hat inform ati on does she requi re?
44 Cedar Avenue
London
N31SR Skyways Holidays Publica tions Manager Atlantic House Haze/wick Avenue Haywards Heath West Sussex HH101NP 30 October 199 Dear Sir or Madam As an enthusiastic golfer I am very interested in combining a holiday abroad w i th the opportunity to receive expert tuition and improve my handicap. I would be grateful if you could send me a brochure on special interest golfing holidays, together with details of transport, accommodation and any special out-of-season offers. Thank you in advance. { look forward to hearing from you in the near future. Yours faithfully
Mrs McS\"Jeeney 44 Cedar Avenue London N31SR 6 November 199 Dear Mrs McSweeney I am delighted to enclose a Skyways Holidays Golf brochure for nelCt season. This brochure offers the widest selection of golf holidays available today. Choose between a holiday near to home in Portugal, Spain or Madeira, or fly further afield to exotic destinations such as the Caribbean. the USA, Kenya or even Thailand . Free Skyways UK Flights to Heathrow or Gatwick are available to connect with many hol idays, and you will lind a host of bonus offers at selected hotels throughout the brochure. With guaranteed no surcharges, you C<ln be sure of .~ value fo r money. I do hope that this new brochure will help you find the holiday :your choice. Our specialist Golf Reservations Team on 01293 487725 will be delighted to help you with your booking. or alternatively visit your local ABT A Travel Agent or Skyways Travel Shop. If you have any specific questions. pleas::;. call our Golf Advice Helpline on 01293 890572. We look fOl)vard 10 welcoming you on a Sky-Nays Holiday soon. Yours sincerely,
t{!8tcJ
Heather McSweeney (Mrs)
Avril Sinclair Golf Manager PS Our Golf Reservation Team on 01293 487725 will be happy to check a....ai lability all any holiday for yOu .
o
firing
-" tier of enquiry
~d
Types of Holiday
::::;n.e the letter to your teacher who will deliver it to a nother nember of the class.
:(J are Ameri can. You are planning a t ri p t o Europe this
mer and you are thi nkin g of takin g a tourin g holiday in
;"-=..""ce.
~ French government tourist office has given yo u an
a w ho yo u are b yo ur age
e yo ur marital status
d jf you w ill be travelling alone or w it h others e if with others, who they will be.
Your address is 6 11 E. Franklin Street, Richmond,
Virginia 23219.
Mlen yo u rece ive a letter of enquiry use the inform ation page 102 to write the reply,
Making an enquiry
Replying to an enquiry
Explain clearly what information you w ish to receive. Say why you need it. Use a separate paragraph for each req uest. Use simple rather than complex sen ten ces. Delete unnecessary detail.
Answer all the questions. Give t he client all the information he/she needs to make a booki ng. Be friendly and positive.
Use a separate paragraph for each response to a question. Use simple rather than comp lex sentences. Delete unnecessary detail. Useful language
Useful language
I am writing to enquire about. I was interested in your advertisement in . I would be grate ful if you could, .. I look forward to hearing from you soon.
Thank you for your letterlfax of (date) , In reply to your letterlfax of (date) . We specialise in catering for ... Please find enclosed .. If you need any further help or information please do not hesitate to contact us. I look forward to hearing from you.
Follow-up
- ... possi ble, look up the address of an Eng lish- speaking touri st or a tour operator with offices in the UK, the USA, Canada, Australia, Ireland or New Zealand and write to them
~rd
11
A Career
in Tourism
Applyi ng fo r jobs
Preview
Work in groups. Make a list of job titles in the tourism sector.
Compare your list with those of other groups.
2 Work with a partner. Choose two jobs and list the activities they involve.
03
Listening
listen to six people talking about their jobs. Match the people to their job titles.
b Conference coordinator d Travel consultant
'-1:_......... 2
Language Focus
Simplelconlinuous verb forms
Look at these pairs of sentences and answer the questions:
Practice
Read this extract from an interview in which a woman is talking about her career. Put the verbs in brackets into the correct tense. Then work with a partner and compare your choices.
2 a We fly to Dubai on Fridays. 1 5 this a regular event or a plan? b We're flying to Dubai on Friday. Is this a regular event or a plan?
'1 (have) ...... three jobs in my Life so for. I (start) ...... as dn Overseas Representative in Yimisia, Greece and Austria, and thm I (work)
...... as an Assistallt Resort Manager for two years
in Turkey. I (head) ...... for promotion when I (decide) ...... to leave in order to start a fomily. Anyway, now I'm back in work and for the last six months I (work) ...... flj It COlltracts E~ecutive so usually I (spend) ...... It lot oftime with hotel
managers and (llegotiate) ... .. . contracts for hotel
room,. alld services. On top ofthat I (select). ..... new resorts and locations.
At the moment, I've got a trainee with me who
5 a When you phoned I was speaking to the manager. Did the phone call interrupt the conversation? b When you phoned I spoke to the manager. Did the phone call interrupt the conversation?
e
Speaking 1
Applying for Jobs
_ Work in g roups. Discuss these questions. _ How do you find out about job vacancies? : How do you apply? Have yo u ever applied for a job? What did you have to do? _ In order to apply for a job you usually have to send a curriculum vitae (CV) - in the USA called a resume - and a covering letter. Th ese documents are very important because they are the first impression you g ive . Work in groups. Read the statements about CVs and covering letters. On the bas is of your know ledge and experience, decide if yo u agree with them .
:!
A Career in Tourism
Reading
CVs
6 Work w ith a partner. Stud ent A read the articl e " How to Write a CV" below, Student B read the article " Th e Write Way to Find a Job" on page 103. STUDENT A Tell your partn er what recommendations " How to Write a CV" makes about: personal inform ati on and expe rience. layout, language and style. Which of the fifteen points (a-o) in exercise 5 are mentioned in the article?
HOW TO WRITE A CV
When applyina]or a job you'll be in competition with a number other candidates. So your CV is impor tant - intell'il!wl!rs will decide whether or not to see )"ou on the stren9th '?fll'har you hat'e written. Don't jw.t think it as a list cfJacts; it should sum up your personal, educational and career history, as well as beina an indicati on '?fyour strenSlhs and weaknesses. Here are a.fell' sUBBestions:
if
if
It's best to explain foreign qualifications and give an app roxi mate equivalent in the country to wh ich you are applying.
Presen ta tion
Always type your CV. Use a good typewriter or word processor. If a CV is hand-written, it goes into the wastepaper basket. Use good quality paper. Don't give the impression thi~ is just another photocopy. Nc'er send a CV w ithout a coyeri ng leller explaining which vacanc), you're applying for. If you're writ.ing "on spec.", send a short letter explaining w hat kino of post you'r e looking for. Don't fax a CV unless you 're asked to. It's a confidential clocullH'nt .
Content
\Vrik a lj~t of important headings. These should indulk your
name, dattO of birth, your address (anti your e-mail addn:.s:;, if you
han': (me), phone number (at work and at home), your w()rk
rClord and so on. Start with your most recent job and work hackwards. Don't lean! out any yilal inrormation. If)"ou sp<'nt a yt'3r or two travclling, 5.ly so. Years that arc unaccounted for will st'cm suspicious. Don't include any
n cg,!.t in~
lost jobs. Be positive about yourself, but don't li t"" or you will
umkrminc )"oursdf from the start . 00n 't ask for )"our CV to bc n .'turnt-d; many compani..:-s k..:-cp
CVs on nit' for future rcfcn:nce.
13
c What kind of experience has he had? d How has his career progressed?
e In yo ur opinion, is his CV welJ written? If not, w hat chan ges wou ld you make?
CURRICULUM VITAE
Name D.O.B. Address Tel. No. Marital status
Mike Mortimer
12.06.72
Mois~y,
64886341
Single EDUCATION Certificate of Theme P~rk Management: Miami University, Flonda, USA Diploma in Hospitality Management: Ncalh ". . d College, \Vales Higher Nat ional Diplom~ ~1~~~~~~S~~;~~ute Recreation Management. . of Higher Education, \Val~s . , BTEC National Diploma In Busllles~ and
Finance: Ferma,na~h Colleg~h~~t:l :~d Educarion, Ennr sktUen, No 8 GCSEs - Grade B . . St Joseph's School, Enmskillen, Northern Ireland
Coordinated the show qua li ty, ensured high STandards of maintenan ce SUPERWORLD THEME PARK Miami, Florida 2/95-12/96 Intern Supervisor Implemented the rntem Progr<lm Planned and presided over Special VIP Events Supervised the training of new employees on operating procedures Participated in leadership development and trainer classes 03/94-02195 International cultural representiltive Greeted guests and answered questions Took inventory of stock, organised shop displays Organ ised internat ional cultural exchange events THE NEWBERN GROTTO Newbern, Northern Ireland 06/90-09/90
09/88-06/90
09/83-07188
LANGUAGES ENGLISH, mother tongue FRENCH, tluent SPANISH, elementary EMPLOYMENT EXPERIENCE BIENV ENUE THEME PARK Merville, France 12/96 - present .
Attractions Lead C.oordmator. 1 development of staff on Pre-opening, superVIsed the persona standards of custo mer care . d for Compiled and arranged Safety Operatmg Proce ures Attractions . d I _ d deleoation of tasks - aocd employees' dally sche u e an ~ _ .
Tourist Information Assistant/Grotto Tour Guide Provided tourist information for local area Guided international parties in one of the largest caves in Europe
Trained new employees on all aspects of cave guiding
M<m 0 . attractions m the Park Mon itored safe opcratlOn a f maJ'or <
1990-1993 1987-1990
ADDITIONAL INFORMATION Sports club treasurer Y olLth group leader REFEREES Anne Jones Director, The Newbern Grotto 14 Rodney Drive Newbern Northern [reland B1748DF
e A Career in Tourism
Writing 1
CVs
Choose one of the advertisem ents and imagine you are a candidate for the post. Make a list of the qualifications and personal qualities that are required to do the job. Design your cv.
Wanted
TOllr Operator M arketing E xecutive
Required by EXPLORE THE WORLD LTD, a well-established travel firm operating
Ii
CABIN
Hight service .
CREW
Skyways has opportun iti es for cabin crew who will be responsible for the safety, comfort and en joyment of the passengers on board our ai rcraft, whi lst maintaining our extremely high standard of in-
applicants who not only have inbound touroperating experience but also the ambition
competitive salary
,
I
excellent career prospects and training the opportunity to work for organisation. Interested? Then please write, quoting ref. DM3, with full CV, and
0
dynamic, progressive
Ii
enclose a good-quality, full-length photograph to us at the address below. Cla ire Downing, Personnel Assistant, Skyways, Atlantic House, Hazelwick Avenue, Haywards Heath, West Sussex, HH 10 1NP.
Please write with full CV to: The Managmg Director, Explore the VVorld Ltd., Priory Laoe, Buxford, OX18 4DG
-- -
jj
ClOSing date: 15 June. Previous applicants currently on ou r files will automatically be considered. Please note thot applicants will not receive a reply until after the closing date.
Bas ed at our head o ffice in Bern, you w ill he trave ll ing extenshely to \j sit ou r cu:;tonH"rs. By contr ihuting to the c]e\e!opment of promotional ideas you will ha\e the chance to max imi:;l' your "ales.
Sales experience is not es:;('ntial. Natural cnth u~ i ::ls m and total
commitment to success are morc import ant. D emons trat< the se and the n :w::lr<ls wi ll he high. A compe ti ti vc salary (accordin g to age anu expcr iencc:) will be supported by ben efits , includ ing a fully ex p ens e d car and s ubs idi sed accommodation. If this sounds like your kind of challenge, please write with full pe rsonal history to :
qualiti{~ ~
t o sell
promotional packages to major tour operators. The role not only offen rl'sponsihility hut fr eedom as well.
'5
Writi ng 2
The covering letter, fo rmal and informal language
9 The letters below do not contain any errors but the writers are very unlikely to be considered for a vacancy. Can you say why?
Vtttf'An#wny ~er. 1m ~fUr a hofJayjo1> aM. r StlW ycurad i, a newspaperaM. JImkJ as if if CQlJJt}. be good beawse !JaUrcompany 15 ueJ1j rM.cus. TdorlJ ha.ue a lot of epuience (in filet I haven't had a job befiore) but I've 9d lots of confidence and I aM
on preJty wdJ. wiM pMp/e in general. Tm baGi~ Ii-ee in JuJ!j but not Au,9ust (because I'm goin,91lU1lI.!j -/hen) but iJ: Wl!Uid be (ea./J.y a=J iF !jOU
(quId take me an because
-tJ--4ir;
25 ~er and 1M odrerlUemen.r wlticlt appeared Hz ;1&;:Jim.u 0/ 2*- ~r .HId., J luwe 1M ~ -fq enduse /urewilA a t:<lPif 0(my currrc.dum nku and w=Id ~ 1fC'< ,Ii; acqU4W; 1f~ with tIr contea. ~ .
d~ that J AhaJj ~ I~ with an. infertllew with a view.ld diJ~ "'tI appktt/Jidn -in Ffhe,. tidai.l, J ~ /() remain,
(Address) 10 You have decided to help Mary Roe rewrite her covering letter. Work with a partner and complete the revised letter on the right. Invent any details about Mary's background that you feel Mr Anthony Ma yer
Personnel Manager
wou ld be relevant.
11 You have decided to apply for one of the jobs advertised on page 15 (either the same one for which you prepared a CV or a different one). Write the covering letter to accompany your curriculum vitae. Work with a partner and compare your letters. Which creates the better impression and why?
(Date)
k' ou can offer the firm) . -WOr rng and reI' bl ra e and would very much like to gain gre t , a er work experience I ...... Interview Whenever .. . ... and ...... near future.
I believe I am hard
Mary Roe
e
Vocabulary
Word families, remuneration 12 Match the words in the box with the definitions. salary
bonus
A Career in Tourism
Speechwork
Word stress 14 An emp loyer w ill probably want to take on someone w ho is: tip perks articu late numerate enthusiastic diplomatic Match the qualities above with these definitions: a is able to use information technology b thinks of other people's feelings c is discreet and t actful in delicate situations d shows a lot of enthusiasm and energy h 9 is precise, pays attention to detail feels conf ident about the future can speak fluently e is good with figures considerate computer-literate opti mistic accurate dynamic energetic
wages
a the extra things, such as luncheon vouchers or free medical insu rance, over and above the basic pay
b a small sum given to rewa rd the services of people like waiters
or tax i drivers c money paid every month, but referred to as annual earnings paid to professional and managerial staff
d money paid to a professional person, e.g. a doctor or lawyer for advice given
e money paid to a manual worker, usually calculated hourly and paid weekly money added to pay. usually as a reward for good work 9 money that is paid for extra hours of work
h money earned as a proportion of the goods or services so ld by
15 Underline the stressed syllable in each quality. What are the stress rules for words endi ng in -ate and -ic? Read the words
an individual 13 Replace the dollar sign in these sentences with a word from the box. She left school without any qualifications then got a factory job, but th e $ we ren't very good. 2 Th e basic remu neration isn't high but she earns 15% $ on every tour she sells. 3 The salary is not exceptional but the $ include the use of a car and subsidised accom modation. 4 The consu ltants charged us a $ of 2,000 for an hour's w ork . S The starti ng $ is 35,000 per annum rising to 40,000 after two years. 6 We gave the guide a good $ because she made the visit so lnteresting. 7 The company paid each employee a 250 Christmas $ as profits had never been so high . S If they' work on a Sunday they get $ which is double their usual rate of pay.
o o
16 Using the suffix -able, describe someone w ho: you can co unt on is f rie ndly and likes mixing in society can start work at once corresponds to t he job profile
Speaking 2
Job interviews 17 Students A are interviewers; Students B are interviewees. GROUPA You are going to be interviewed for one of the jobs advertised on page 15 (your teacher wi ll tell you which one). Make a list of the qualities you th ink the successful candidate shou ld have. Then make a li st of your good points and be prepared to sell yourself at the in terview. Think of the questions the interviewers will ask you and questions you will want to ask the interviewers. 18 An interview panel from Group B will interview you and other candidates for that job.
Follow-up
19 Type,
word process or write your CV and show it to you r teacher.
'7
Trends
in Tourism
Describing patterns of change in touri sm
Preview
Work with a partner. look at these pictures and say what kinds of traveller they show. Make a list of as many types of trave ller as you can.
Compare your list with those of other people in the class.
Listening 1
Definitions of tourism
03
Listen to part of an interview with Dr Alberto Garcia, who works for the World Touri sm Organisation. He is talking about how the WTO defines the words traveller. tourist and
visitor w hen producing statistics on international travel. As you listen. write the words th at are missing from the chart and. from definitions (a) - (j) in the box below. You w ill need
TRAVELLERS
NOT INCLUOED IN TOURISM STATISTICS
A
MAIN PURPOSE OF VISIT
5
6 Others
e
Vocabulary
Commonly confused words
_ Some words are very similar in meaning. and it is important to know exactly when, where and how you can use them. There are many ways of describing how we go from one place to another. Look at this entry from the Longman
Trends in Tourism
Adivator Language Didionary under the keyword heading of TRAVEl. Use the definitions to complete th ese sentences.
The..
draw a picture.
Word families
5 Work in groups. Add as many words as possible to this network and create new branch es. Use a dictionary if necessary. Some words have been g iven to start you off.
12 hours etc) Ewn wlvn you get ttJ Vancouuu tMrt'S still a 90 mimdt flight liP to the islands. voyage j'Yll-ld31 a long journey In a boat or ship In CI Valerit did not likt long voyages becaUSf silt sUfftrtd/rom srosi.cknw. I Tht voyage from Europe WO-S 0 hazardr;w undtrtaking, with nmIJ)' sros ond strong winds. crossing "hosu) ~ 'kn:/ a short journey in a boat or ship which coes from oneside ofa sea,lake. or other area ofwaler lO the other side !n C) Tht/errycrossinlllt'G.S f/)ugh, but l/lCkily1ltm~ o/us uJue SM sick. I Wt boardtd ont o/tht tourist/erries/or tht croS!ing /0 Staftn Islalod, ho~ 0/ tht Stall~t 0/ Libert)'. drive jdralY/ a journey in a car III singular) Llttit was txptetfng Mr at seeM and tht dri~ acron tou:n would bt slO!1Jfr btreusro/lhrroin. i a 12 hour/lS min ute etc dr ive (;that takes 12 hours. 15 minutes elc) Tht six hDurdrilJt uas worth il (0 s~nd Ihe wtektnd u:ith him. ! go for a d rj \'e (;drh'e ~me\l'here. jusl for enjo),mcnl)AnyoTiti fancy gain, for a driL't~ ride /r.ud/ a short joumer in a vehicle such as a car, or on a bicycle or a horse rn C) He preferldtd to ~asltPJor fhtetUirt two hourruu. 1bike/ car/ hor se etc r ide On {he car ride back/rom tht ai,port lit fold hrr all aboIJt his trip. I go for a r ide ("'ride som<!wherejusl for enjoyment) If's a l,;iTy/aSl bike. IJa you want 10 go for a ride.1 tour jlUa r, a planned journey during which a politician. E'lltcrtainer, or sports team visil.s several different places, usually within a fixed period of lime In CI The Kine has II/f/Or 0 sixu.wk tour 0/ Australia and New 7.Iland. I We halle had a reque$l to indude liIoso as one o/f Mcit its t;i.sited on our lOur. I Planning has alrrody begun for nat )'tOrs rtq;by !Qur by the Fijians.
travel
road
~ r--~~r--I . drive
cruise
/ .../
/'
lexpedition H
explore
19
Listening 2
6 listen to a song sung in 1963 by a British pop star called Cliff
Richard. Put th e lin e endings in t he right order.
SUMMER HOLIDAY
Peter Hughes looks at how our horizons have expanded and the Ii/orld has shrunk since J 963
Line endings
holiday two
true
true
Match t he line endings with the lyrics. We' re all going ... ... sum mer .. No more working .. .. .. week or .. Fun ... ... laughter ...... summer .. No ..... worries .. .... me or .. .. .. .. week or We' re going .... .. su n sh ines. We're going ...... sea. We've seen ..... . the.
To make .. ... . come. ..... . me and. 7 Li sten again. Fill in the remaining gaps.
Reading
8 Work with a partner. Discuss the way holidays have changed during your lifetime. 9 Read th e articl e about the way tourist destinations have developed over the last three decades and answer these qu estions.
"We're all going 011 a summer holiday," sang a Brllish pop star, Cliff Richard, way back in 1963, but he and his musicians never thought 01 going fu rther than ex-Yugoslavia. Their adventure in Ihe Iilm Summer Holiday illvolved buying a london bus and driving Ihrough Europe. The few package holidays available were 10 places such as Ihe Costa Brava, Palma, Austr ia or Iialy. Holidaymakers Ilew in a pislon-engined aeroplane such as the Lockheed ConSlelialion and paid about forty guineas'for 15 days in Majorca. AI thai time package holidays were rarely shorter than Iwo weeks. This was because the government wou ldn't allow tour operators using charier fl ighls to sell a holiday for less than the price 01a relurn licket on a scheduled airline to the same place. As a result, the number 01 people able 10 alford a holiday abroad was limiled The expallsion 01 popular Iravel has been explosive. Around 250,000 people took a package holiday in 1963; in 1992 the ligure was 11 million. Increased prosperity, of course, has made this possible but th e biggesl influences have been polilics and technology. Take Auslralia. In 1963 you would have spent your life savings gelling Ihere. Now you can go 10 Sydney on a two-week package and stay at a four-star holellor a fraclion ollhat price . II was a mixture of polilics and technology that brought the Greal Barrier Reef alld Sydney harbour wllhin reach. For years Ihe nalional airlines had opposed any competilion from charters but, as the Australian economy decl ined and with the success of the bicenlellary celebrations, revenue from tourism seemed more and more allraclive. So the polilicians changed Iheir mind and charlers slarled up in 1988. The new techllology was in Ihe aircraft itself, the Boeing 767 two-eng ined jet wilh the range and economy 10 bring a whole calal ogue 01 long-haul destillations into the package holiday domain. Thailand, Illdia, Mexico, East Africa, Ihe Slates and the Caribbean all have Iheir place in the mass markel brochures Ihanks 10 Ihe new aircraft. Politics with an even bigger "P" have opened up paris of the world that lhe most adventurous would have been reluctant to visit Ih irly years ago, even if they had been allowed in. Now several international airlines lIy 10 Ho Chi Minh City, forme rly Saigon, and the tourisl call scramble through the Vietcong's secret network of lunnels which have beell specially widened for broad-bollomed westerners. China now welcomes tourisls who throng Ihe Forbidden City, cruise up the Yangtze, and marvel al lhe Terracolla Warriors at Xian. As for Easlern Europe, Ihe Russians .,antlourisls almosl more than there are lourists to go Ihere, and in Ihe Czech stale visilors stroll through the lairy-tale streets of Prague in their millions. In Ihese cities a complete legacy of archileclure has been handed down intact St Pelersburg wou ld still be recognisable 10 Peler Ihe Grea!; Prague is slill much as Mozart knew it Whatever else the communisls did, their neglect of ancienl buildings has proved 10 be an unexpected boon and has preserved Ihe beauly of enlire cily centres.
(adapted from an article in E:'(pressiollsj
~,
e Trends in Tourism
Language Focus
The past simple and the present perfect simple
Here are some examples of the use of the past simple tense.
Around 250,000 people took a package holiday in 1963. In 1992 th e figure was 11 milli on.
Prague is still much as Mozart knew it. Here are some examples at the use of t he present perfect
simple tense. The expansion of popu lar travel has been explosive. It has now also become possible to crui se up the Yangtze. When t hey 've built t he new airport, t hey 'll be able to
Th e past simple ref ers to an event or stat e t hat is seen as . ..... or ..... in time. The present perfect is used to refer to events which are viewed as occurri ng at an ...... or ...... t ime in the past. The event is perceived as hav ing .. .... relevance and is con nected to the.
events or states.
b The past simple can be used w ith: so far, up until flOW, over the last few years.
Practice
Complete the passage below by putting the words in brackets into
21
Speechwork
Past verb forms with -ed
10 There are three different pronunciations of -ed in regular past
tense verbs.
Idl I! I
reached
discovered
exploited
created
organised continued
jumped
developed stayed
Speaking 1
11 Work in groups and di scuss these questions.
a What was your local area like fifty years ago? b Was it attractive to tourists? c W hat changes have there been since then?
+ 20"", vi5itcrs ~ HUf1..qary ia$t YMr. TIT..a1 ('.a. = 4im
(incl. approx. 23m on hoiiday) ----" profit $44Om
14 Look at the way this paragraph has been put into note form. Rewrite it in complete sentences,
($592m
Writing 1
Taking notes in English
12 Work w ith a partner and discuss these questions. a When listenin g to a talk in your own language how do you
+th~
pr~.
Listening 3
015 Listen
to Christopher Keoh talking about recent developments in Singapore. Take notes under t hese headings:
ORIGINS OF TOURISM IN SINGAPORE NUMBER OF TOURISTS AVERAG E LENGTH OF STAY BREAKDOWN OF .~RRI VALS
take notes?
b Do you w rite down everything t he speaker says? c How do you choose w hat to write down? d What advice w ould you give to someone about taking notes in English? 13 Here are a few tips to help you make notes. Use recognised abbreviations:
e.g.
-,
->
--
asap
as soon as possible
less than/fewer than
< --- --
more than
e
Speaking 2
16 Work in groups of four. Within your group you will work in two teams of two people, Team A and Team B. You are going to give short talks on tourism development in two different countries. Team A look at the information on Ireland. Team B look at the information on Egypt on page 104.
Team A
Trends in Tourism
..
"
)
NOR1fHEIRN IRiELAND
,
[R.E:LANO
Dublin .,
I
Kilkenny., Blomey
History
beginnings of tourism unknow n 1845: horse-d rawn coach service operating round Ireland (4,000 miles/day) (19: all visitors""- Britain 1895: 1st package tour ....- A merica 1920: 1st official tourism office 1941-45: food scarcity in the UK -..- US soldiers visit Ireland to eat better post 1945: plentiful food supply in Ireland -..- British visitors
Recent developments
real expansion over last 30 yrs govt. hel p promotion of special interest hols, e.g. golfing, hiking, fishin g special purpose English langu age holidays
employs 91 ,000
roots
special attraction: the cultural holiday (Dublin, Blarn ey, Kilkenny)
visitors: 55 % . . - Britain
28.8%
Europe
Writing 2
-7 Either write up a full description of one of the fact files, or research an area of your choice and
w rite an account of the development of tourism there.
23
Where
People Go
between these places and your country?
between these places and GMT?
7
8
Preview
Work in groups. Look at the pictures and answer these questions.
Reading
2 This article is about three French women who set off on holiday
a What was their American dream? b Why is the article entitled "A Tale of Two Cities"? c Why weren't they suffering from time zone changes after eight hours' travel? d What was the "minor inconve nience"? e Who is they in "They simply had no idea"?
How did t he policeman finally manage to ex plain the situation to them? 9 W hy were they unw illing to take phone calls? Has anything ever gone wrong for you or for one of your friends on holiday? What happened?
Then they asked 'Is this Hampshire?' and I agreed. It was all a great mystery, so I asked jf they had a brochure from the hotd and they produced a pamp hl et. I spotted the word Portsmouth, then saw that it was in New Hampshire, USA. I pointed to the et and showed them Portsmouth, then ran my map on the lea A finge r down about half an inch and said 'Look! New Yo rk! ' I didn 't know if they were going to laugh or cry when, in broken English. they asked 'Are we in the wro ng COUntry?' Fortun ately, th ey saw the funny side and burst ouc laughing. I've been doing thi s job for 3 1 years and this is the first time 1 have co me across anyone who acc id entall y ca me to the wron g co untry fo r a holiday." The three wom en, two in their twemi es, one a iinie older, were raken to the (wo~ s t a r Arcade hotel in Portsmouth . Th ey plan to return ho m e this mornin g, accordi ng to the receptioni st, Sa ra de Bathe. Th ey were fighting shy of all telephone call s. Particularly long-di stance ones. (from TI"Guardian)
e
Vocabulary
British and American usage
3 If the French women had managed to get to the USA, they would have heard people using American English words and expressions. Match the words in A and B which have the same meaning. Which words are British and which American?
Where People Go
Speech work 1
05
A
autumn a check a cupboard an elevator a faucet fi rst floor a fortnight a restroom a retu rn
a si ngle
B
bill
a closet
fall ground floor a lift a one-way ticket a round trip a tap a toilet
Her itinerary was totally unacceptable. I' ve been given a brochure for Singapore. We went to Great Britain and managed to visit London, O xford, Stratford-on-Avon, and Yorkshire. I'd like to look at the figures for South-East Asia. I want to do an analysis of all the data to see if we're meeting our targets.
two weeks
Listening 1
Americans in Europe
Listen to an American family talking about their holiday in Europe and take notes on the comments they make about
Os
25
Language Focus
The definite article
Look at t he foll owing and put th em into log ical groups.
Africa
the Alps
Everest
the Gobi Desert the Nile
the Seychelles
Asia Austral ia
the beaches of Goa
Kilimanjaro
Lake Michigan
the Pacific
the Parthenon
Lake Ontario Lenin's Mausoleum the Louvre Madame Tussaud's the Mayan ruins of Yucatan
Buenos Aires
the Czech Republic
the Mediterranean
the Sahara
the Uffizi
the United Kingdom the United States of America t he West Indies the Yangtze
Japan Geneva
Saigon
St Basil's Cathed ral
2 look at the examples and write ru les fo r the use of the in each case.
Ru le 1: t he Uffizi, the Prado, the Victoria and Albert Rule 2: Rule 3: Rule 4: t he Nile, the Thames, t he Atlantic t he Seychelles, the West Indies, the Philippines t he Sahara, the Alps, the Rock ies
Rule 6:
Rule 7:
Rule 8: Lake Ontario, Everest, Lake Garda Rule 9: the beaches of Goa, the Tower of London, the Mayan ruins of Yucatan
Rule 10: Madame Tussaud's, St Basil's Cathedral,
\...e\\\~ ~ N\G.\l~~\e\lm
Practice
Th e wo rd the has been deleted from thi s article. Put it back whenever necessary. The fi rst paragraph has been done for you.
London is more dangerous than going abroad, while in Scotland this rises to 80 per cent. These findings come despite a number of tourist killings
in Florida, Egypt and elsewhere in Africa, according to Lunn Poly, the travel firm which polled a random sample of 1,030 adults about their holiday intentions. T rips to Florida from Britain fen by 20 pcr
cent last summer and nearly half of people who
package holiday. It looks as if b igges t beneficiary wi ll be cheapest country, Spain, where bookings are up by 50 per cent - not least because peseta has [allen faster than pound.
were polled said they would not go there next year. That is bad news for Disney World in Orlando, top
American attraction for British tourists, and
o
Other uses of
Where People Go
the
d W hen a noun or adjective is used to create a category: The Russians w ant as many tourists as possible. The dollar is wanted everywhe re. e When the noun referred to has been previously mentioned: She bought a map and a guidebook but took the map back. It w asn't detailed enou gh .
a We use the in superlative expressions: The biggest inf luences on tourism have been politics and technology. b When the identity of the thing referred to is clear
dause:
The pri ce (that ) you gave me was w ron g .
Other omissions of
the
c Before nouns used in a general sense:
Ask here for information. Tourism earns foreign currency.
a Before nationalities, when referring to an individual: She's British but her husband is Greek. b When referring to an ability to speak a language: He's very gifted at languages. He can speak
Fren ch, Ru ss ian, German, Spanish and A rabic.
Speaking 1
9 Work in two groups. Group A look at the grid below, Group B look at the grid on page 105.
GROUP A
Discuss what should go in the gaps. Then work with a partner from Group B to check your answers.
COUNTRY
Argentina
CAPITAL
Vienna
LANGUAGE
CURRENCY
Peso
German
Bra z il
Egypt
Hun ga r y
J apan Kenya Kuala Lumpur Madrid Swi tze rland Tuni s ia Turke y Kiev Ukr a ini an Tunis S\va hili. En g li sh Bahasa Malay, Chinese, English
Peseta
Swi ss Franc
Lira
lO in many cases the nationality is the same word as the language (French - French); but sometimes they are different (British - English). Do you know any others that are different?
27
Listening 2
Figures
c If we use a decimal we say point. Each figure is said separately: 0.35 0.5 UKI USA zero point three five zero point five UK nought point three five nought point five
d Fraction s are expressed using ordinal numbers:
a third 1/3
a quarter 1/4
a half 1/2
three quarters 3/ 4
eighteen multiplied by/ times thirty-four equals/makes/ is six hundred and twelve twenty-seven divided by three is nine
Many figures are pronoun ced individually: A Boeing 757 seven five seven Flight 8A 818 eight one eight Your reference number is 995. nine nine five My room number is 631. six three one My telephone number is 205478. two oh five fou r seven eight g From, to , and by are used to indicate changes in figures: Th e price has risen by 5%, from $100 to $105. h W hen speaking about money we say the currency unit after the fi gure: 55 fifty-five pounds ($800 eight hundred Canadian dollars
Speaking 2
Calculations
5 coaches
1,550 eac h =
6,975
e
Describing tables and pie charts 13 Work with a partner. Student A look at the statistics in the
Where People Go
Writing
Questionnaires
14 Write a questionnaire and, if possible, interview some foreign visitors to your town or city. Not everybody speaks English of course, but you should be able to find some people who can. It is probably best to do this outside a local tourist attraction. Ask the visitors about: the places th ey have visited.
EU
NO. OF VISITORS
o
7.9m
_.
2
..
3.8 m
Compare your findings with those of other members of your class and write up the findings of your survey using charts and statistics where appropriate.
15 You work for the market research department of the UK tourist board. You have been asked to write a short report on the nature and value of tourism to the UK. Use the information from Speaking 2.
Versailles
2.6m
To THE UK
MIl.l.lON
2 6,659
f.1I1~
by ov.:cr5n.S
1 8,553
M ILLI ON
yisiw rs to UK carri<:rs
D.89 1m
29
Travel
Agents
Vocabulary 1
Two - part verbs 4 The verbs in the box are often used when making telephone calls. Use them to fill in the gaps. hold o n cut off hang up get through put someone through ring up
Preview
The alphabet
G J Y
Make sure you know how to say the English alphabet. 2 Work with a partner. Student A look at the card below. Student B look at the one on page 106. STUDENT A
get back (to someone) a Sorry, I don't know w hat happened. We got .. b I'll ...... you ...... to her extension. c The line is constantly busy - I never seem to be able to .. d Could you ...... a minute and I' ll see if she's in her office. e Would you ...... Sky Air and ask if t hey have any seats on th is Saturday's flight to Delhi? f I'll make some enquiries and ...... to you by eleven. 9 Don't ...... yet; t he call may be diverted to another number.
Tell your partner your name, address and phone number (on
the business card), and write down your partner's name,
address and phone number.
flKO
3-7-52
HRHR[HI
CHIYOGAOKA K ASUKA RF.
SAlT AM ...
J A PA N
181 1486236234
next door.
03
d You're on the phone but haven't got all the information to Listen and check your pronunciation. hand. You need about an hour to get it t ogether.
Talking on the phone Here are a number of expressions that you m ay find useful when maki ng a phone call: May I speak to/with ... I 'm afraid she's not answering her phone. I'm sorry, there's no reply. Can I take a message? Shall I get him/her to call you back? M rs X will get back to you. Hold on a moment, please.
1'1/ iust put you on hold. I'm sorry, you 've got the wrong
number.
Sorry to keep you waiting.
moment.
e
Language Focus
Asking questions In formal situations it is more polite to ask questions indirectly, especially at the beginning of a conversation. For example, when asking a customer for inform ation, it can be better to use an indirect form such as Could you tell me when you were born? rather than When were you born? Look at the questions below. What do you notice about the way indirect questions are formed? 3 Study the way these tag questions are made. A visa is compulsory, isn't it?
Travel Agents
You're not leav ing until next month, are you? Th ey havent confirmed the booking yet. have they?
Direct questions
How far is it?
How much does it cost?
Indired questions
Can you tell me how far
year,
didn't you?
What are the rules for the formation of tag questions? Why do we use tag questions? What is their function in the
it is?
Cou ld you tell me how
examples?
4 Sometimes a question doesn't really function as a question.
For example: Why don't you try a holiday in Scandin avia?
much it costs?
How long does the journey take? Do you know how long the journey takes?
Practice
The following questions have been jumbled. Put them in the right order. For example: a b c d e
f
spell you cou ld me for Linares? Cou ld you spe ll Linares for me?
9 h
details if the yo u r mind do check ? sharing mind twin you a would bedroom ? me you is can what tell fax your number ? for I necessary shall t he make arrangements you ? you in mind filling wo uld this form me for ? want many you how could you me tell to with go you like would to me hold put you on ? you won 't sharing be t win a bedded room you wi ll reqUirements yo ur entry draw the r may attention to again on they are aren't strike the traffic controllers
Speaking 1
Telephone skills
if \he (hqr~Sth'<t
yeJ.\his
Speaking 2
~:
..f: _____ ..;>
~,,~.,
~-=-'-"""''''~
'.f InNiIh.
a The Impression you wo uld like clients to have of b The Impression they should receive of your firm c How you can give this Im pression over the telephone
YOU. ~~ " , I\
\\,\
~I
.,
~\
\~ ~
'--. "'-I
\~ ,
~
STUDENT A You work on the switchboard of Skyw ays Holidays. Take the telephone call. No one is
Listening 1
;/
ct:~~~~! 4.:7.>
j
i"
available in the sales department at present. Offer to take the name and telephone number so that the caller can be contacted. 2 Yo u work in the sales department of Skways Holidays. Return Ms Penelope McBain's cal l. Find out what she reqUires and take down the relevant details.
31
Speechwork
Intonation in questions
09
Li sten. You will hear the same question twice, with different intonation. Which sounds friendlier? Why? If your voi ce is flat and has little expression in it, you may sound bored and uninterested. This often provokes a negative response in the listener. $0, w hen you want to ask a' question beginning w ith a verb raise your pitch on the last stressed word. This helps to make you sound more polite and interested .
10 Read these questions aloud. Th en listen and compare your intonation with that on the tape.
a b c d e Can I help you at all? Would you mind spelling that for me? Can you te ll me you r number at work? Sorry , cou ld yo u repeat that for me? Could you please give me your passport number?
f Do you have any idea how long it takes? 9 Could you tell me w hat the price includes? h Can I get back in touch with yo u later? Can you tell me w hen you wish to return ? Do you mind if I ask you how old you are?
If we use falling intonation (as in a) we are looking for confirmation or agreement. If our voice ri ses (as in b) then we don't know the answer and we want to know. Listen. Which are real questions, which are requests for confirmation ? 12 Work with a partner and complete th is conversation.
A G ood morning. (a) ...... some help or are you just (b) ...... ?
B No, that's fine. Vm, my partner prefers Switzerland so I guess I'll take that one. Er, could (h) ...... airport (i) ...... ? A Yes, Gatwick.
(j) ...... ?
B Anytime between now and mid-March really, but the sooner the better. A W ould (e) ...... ski in E urope or America? B I was thinking of Switzerland or Austria but it's more a question of
cost and good skiing. Could you suggest where (f) ...... good
intermed iate to advanced ski runs? A Mm, well ... We have a seven-night self-catering deal to Verbier in Switzerl and and that's 259, and one to Alpach in Austria for 169. Both leave this Sarurday. That's not too short notice, (g) ...... ?
A Urn ... yes... ,er, would you mind spelling that for me?
o Travel Agents
cfttT 0 URI S T
PLEASE USE BLOCK CAPITALS BOOKING REFERENCE UKR352.JP TOUR NU MBER DEPARTURE DATE DEPARTURE AIRPORT TOTAL HOLIDAY PRICE
MrI Mrs I
Ms I Miss
Fi rst na me
Su rname
Address
Tel. No.
Nuional iry
I :-;SURANCf
Insu.rance Li _ is co mpu Isory on an I ntourist Travel mnea holiday.
j
you h ave made alterm.u \'e arran gemen ts for greater or com parable cover.
person
_-- _ -_- - -
1fpaJm~nt js mode by credit card. II,eeTed I Itcnr,d CNlrgt! foml mWf be completed.
I TOTAL
VISA SERVICE
A visa is compulso 1'). ' Th C visa . charge will aucom:uically be added to the invoice
I wa rra nt that I am auth ortsed to m ake this booki I ha\'e read an d agrc:c to abide by the booki ng.
co n m ons and orher information St:t our in the brochure rclevam
to
d" .
og
my holiday.
SIGN ATURE ,
Reading 1
Booki ng fo rms 14 Look ~t the booking form for holidays in Russia and say
whether these statements are true or false.
o ' Listening 2
a The customer has to purchase an Intourist travel insurance policy. b Clie nts do not need a visa. c If you make a reservation for fo ur people ten weeks before departure, you have to make a de posit of 400. d Deposits cannot be made by credit card. e Full payment is due two months before departure.
Speaking 3
16 Work with a partner. Take turns to be Student A and Student
B. Student A works for a travel agency taking bookings. Student B wants to go on holiday (choose a destination). Act out the beginning of the conversation. Student A should note down information about:
33
Reading 2
17 Read the extract from a travel agency training manual.
BOOKING PROCEDURE
ONCE THE client h as signed the booking form. you must collect
the approp riate deposit payment. If the dient pays in cash or by cheque, yOll should issue a receipt according to office procedure and then forward this payment to the tour operator concerned. However , if the client pays with a credit card, you should make sure he or she has completed and signed the credit card
section on the booking form. You may find also that from time to lime th e operator m.1Y want the client to sign a Standard Sales Voucher instead. Of course, it is important for the client to lake out insurance. If the tour operator's insurance is chosen. make sure the booking form is correct ly completed and then add the premium to the deposit. Should the client decide on an alternative insurance policy or perhaps no insurance at all (not to be advised). make sure this is properly noted on the booki ng form. Remf'mbf'r that if yo u sell our own group's travel insurance, you can earn up to 45 per cent commission. Once the booking form has been signed. it should be sent to the tour operator immediately . If the opt ion expiry date is coming up soon, it is best to telephone and make arrangements to extend the option so as to a void any risk of the booking arriving too late. When the tour operato r receives the booking form, all the derails such as f1ighr reservations or hotel rooms will be confirmed. [t is a good idea to note the date by which you should get the confirmation or the invoice back - usually two to three weeks after the booking. It is also a good idea to make a note of the dale by which the client must make fu ll payment (usually about six 10 ten weeks before departure). When confirmation is received you should check the details to make su re they are the same as those in your file and on the photocopy of the booking form. Finally. the confirmation shou ld be sent to your client. highlighting the latest date for payment. adapted from American Express Training ManUllI
I
2
Collect Ihe
/
2, If Ihe dient pa)'li in ca.~h Of by
,
b
lhcque. you
hl!fshe should
'"
/
"
/
], If the TO in~urance is chosen,
own
in~urancc,
"
/
"
.,
/
If'he expiry date is imminent lhen.
---
'"
---
"
5
/
Make u nOle o f when the client should
Vocabulary 2
18 The extract on the right also comes from the trave l agency training manuaJ and completes the description of the booking procedure. Fill in the gaps with words from the box. settle
option
come
PAYMENT OF BALANCE
ABOUT EIGHT WEEKS before the client is due to travel, full payment for the holiday must be collected. Make sure YOU check each booking form ro see exactly when payment is
(a). . and make a note all your (b)
. If [he client cancels after the (c) ...... date for final
payment. hefty cancellation charges apply. You must safeguard yourself against Cd) ...... for
file
expiry
these charges by ensuring you are holding iull payment before the date thai ca ncella tion charges (e) ...... into force.
As far as tour operators Me concerned. lale bookings are bookings made after the date
\V,1S
due
issue
Since cancellation charges would apply immediately in this case. it is essential that you should collect full payment at the lime of booking. If tbe client is unable to pay at once, take out a{n) (g) ...... on the holiday and (h) ...... it when they return to pay by an agreed date. at which time the client must (i) ...... in full . When payment has been finalised you are then ready to (j) ..... . the travel documents.
o
Writing 1
19 Write a check li st of pOints for new ly-trained staff to remember when making a booki ng.
Travel Agents
Speaking 4
20 Making a holiday booking by telephone
Work w ith a partn er. Take turns to make and take a telephone booki ng for a holiday. Before you begin, list the sort of information you will need in order to fill in a holiday booking form. Student A look at the information below. Student B look at page 107.
STUDENT A
You want to go on holiday to Cefalu in Sicily. Ring up to make a booking and check the details.
Cefalu. Sicily
Dates?
PortulUeaeJI:Dlli.eb
TraaalaUoaa
Credit Card
,
Cost?
...............
'-"'"
~ 0171 . . lOCO
03/2005
M.
FIGUEREIDO
."""'"
You will receive a phone call from a client interested in a tour called "Venice and the Verona Opera", Reply to his/ her enq uiries and take dow n the details. Charge the full amount of the ho liday to hi s/ h er credit card .
Programme:
Performances of La Boheme, Norma, NabuccQ, Aida and Ofello to choose from (tickets for two
performances in the second sector of the Arena in Verona). Plus a full tour of Venice and the Venetian villas of the 8renta River and a stay in Venice.
Writing 2
STUDENT A
21 Write a letter of confirmation to J. Wilkes. enclosing the tickets
35
Scenario 1
Advising a Client
Giving information a nd advice on specific ho liday destinati ons
Work in two groups. Group A look at the text below. Group 8 look at page 108. GROUP A Activity You wo rk on behalf of the social comm ittee of a large car manufacturer. The chai rman of this com mittee' has asked you to give him some information about skiing in the USA. Approximately forty adults are th inking of going, plus twentyeigh t children. The chairman himself will be going with hi s wife and four children aged 5, 8, 12 and 14. They all realise that skiing in the States is a bit pricey but they are looking for value for money. Yo u have recently received advance inform ation about a package. You think it's called the Sheraton Colorado but can't be sure. Ring up the agent at Dream Holidays In c. and find out about the hotel and the resort. In particular, you want to find out about: THE HOTEL/PACKAGE the precise location its size hotel amenities facilities rates and discounts cuisine THE RESORT transport to and from the resort skiing and equipment hire eating out shopping climate
You are trainee tou r operator sales staff for Paradise Holidays pic. Today you are attending a train ing session. You are learning about the ameniti es and facilities at a new resort . Work with a partner from your group. Read the brochure extracts about Goa on page 37 and follow the instructions below. Answer these questions .
a Where is the resort? b How long is each holiday? c At what time of year can you go?
2 Note the important facts about the resort and the hotel under these headings. THE RESORT location
It is important to find out whether the children will be catered for as well as the adults in the party. Activity 4 Work with other people from your group. You have now gone back to your consultancy oHices. Were yo u impressed by Dream Holiday's description of the package? On the basis of what you have heard , wi ll you want to recommend this Ame ri can hotel and the resort? Discuss your recommendation s with your col leagues. What
GOA
Sinquerim Beach
Relax on Goa' s golden beaches or swim in the luxuriant sea under the protection of Aguada Fort, built by the Portuguese to guard agains t intruders. Visit the unspoi lt ecosystems of the Western Ghab and the habitat of the King Cobra. But no journey to Goa is complete without viewing the treasures of the ancient Hindu city of Goa which now lies in ruins. Nor should the Portugue...e old city with its fine
Hotel Amenities
2 swim ming pools coffee shop. shopping arcade 2 resta urants: traditional Hindi and Portuguese Indian
On the beach
windsurfing
wOll er-skiing
bO;lt
2 garden
ba~
or bath/patio
Clr halrollY
8o~rd
basis
gymnasium
evening entertai nment
No. of nighb from 01 Nov to 17 Dec
I.
Flights
Scheduled from Gatwick to Dabo] im. Transfer to hotel approximafely 50 mins.
45' 54'
'34
51.
688
844
688
82l 5 16
Transport
Courtesy buses to the cit ies of Old Goa and Panaji.
54'
612 '56
from 25
Milf
1 0 05 Apr
\Q
Value Plus
SINGLE SAVERS FREE UPGRADE CHILD REDUCTIONS No supplements For honeymooners 100.00
from 06 Apr
JO Apr
Climate
Month N(lv IX< Temperature n ours of sunshine
I,.
F,b
Mar
32'C
33"C
Ap'
, , , I ,.
8
37
a b c d
Tour
Operators
Planning and negotiating holiday packages Writing letters of confirmation and reports
Preview
Work in groups and discuss these questions. What do you think a foreign tour operator wants from a hotelier? What do you think a local hotelier wants from a foreign tour operator? Who is in a better position to negotiate? What problems do you think there might be?
Reading
2 Work with a partner. Student A read the text below. Student B read the text on page 110.
STUDENT A
Before you read the article below, check you know the words in the box. Use a dictionary if necessary.
crucial
to feature (in a brochure) to bluff to brief a hike (prices) to barter (room) allocation an upgrade
to bargain
a shortfall
HOTEL CONTRACTING
Hotel contracting is one of the most cruci al activities of' any holiday company's business - it is also one of the most demanding with an cndless round of reso rts and hotels and the inev itable negotiations of next season 's rates. "'We need hoteliers as much as they need us,n said Cadogan Travcl 's tour operations general manager Gary David , who has made thirty-four visits to nine destinations featured in the winter brochure. "'But they play gam es; there's a lot of bluffing going on." He claims this year to have toured 170 hotel and selfcateri ng properti~s, vi ewed 500 bedrooms and visited sixty-five handling agents. This is in addition to briefing couriers, inspecting hotel notice-boards to make sure material is well displaycd (it often isn't), visiting the tourist offices for each destination and dealing with forty airlines that serve the r esorts. "There are all sorts of polities," said Mr David. "1t is a question of attitude as well because some hoteliers like bigger operators while others do not." At Gibraltar's Rock Hotel. the manager agreed to contributions for advertising and brochures, whereas in Tangier, the Rif Hotel manager refused to move from his 20 per cent hike in rates. HO\vever, bartering for room rates is only one aspect of Gary David 's work. Others cover increases in room allocations, upgrad es, added extras such as '\-vinc, fruit or flowers, afternoon tea, improved child reductions, longstay deals and contributions toward s advertising, which arc all used to improve the o\'era ll deal. Another way of getting a better deal from hoteliers is to introduce a new section to the brochure which promotes a top hotel in each resort, and use this as a bargaining tool, or g ive out awards to tempt them to give better discounts. "In Gibraltar I' ve had to drop two hotel s beCause of poor standards so I\-e got a shortfall in capacity. I'vp got now to push for increased room allocation, but I'm dealing with hoteliers who don't need me because most cater for n business tramc. (adapted from Tra,"el Trade Gazelle)
o Tour Operators
Vocabulary
3 Work with a partner. Choose five new words from the text you read. Explain their meanings to your partner. W hen you read a text in English you may notice that some of the vocabu lary can be grouped around a topic. For example, in t he two texts, there are many words w hich can be grouped around the t opic of money.
Writing 1
4 Work with a partner. You are research assistants for a tour operator called Exotic Dest inations. Write a report on the relationship between your management and resort hoteliers. Use the two articles "Hotel Contracting" and "When the welcome is frosty", your own id eas and the headings below as th e basis for your report.
TERMS OF REFERENCE At the request of the MD, to carry out a survey on the relat ionship between our management and resort hoteliers.
2
Most short formal reports have a format similar to this: Title page or heading - this should be clear but short.
PROCEDURE
A questionnaire w as designed in consultation wi th senior marketing staff. Our hoteliers and our Tour Operations Department w ere approached and asked to complete the questionnaire. The findings were analysed .
Terms of reference/Objective - this states w hy the report is being w ritten. Procedure - the method used to co ll ect information. Findin gs - w hat was discovered. Conclusion s and recommendations - a sum mary of you r report and suggestionsfor the fut ure. After drafting yo ur report, check it:
3
3. 1
FI NDI NGS
Tour Opera.tions outlined the following difficulties;
3.2
Does it have dear headings and a numbering system? Is all the information relevant and necessary? Is it logically organised? Is the language in the right style for the intended readership? Is it easy to read? Is the English correct?
Date
Listening
listen to part of a meeting between Maria Rodrigues, the MD of Exotic Destinations, and members of the Planning Committee. They are discussing a new package t our to Cuba. Then
39
Speech work
"Well, (a) ...... us their seat rates and (b) ..... . a discount by taking a time slot
(c) ..... been able to fill. So (d) ...... 270 seats at approximately 250 each
Contractions 6 listen to David talking at the meeting. What words are missing from the gaps?
(There is more than one word in each gap.)
for twenty-five weeks in rotation. And (e) .. .... by the marketing people (I) ..... . probably be working on load factors of about 80 per cent - so we should be doing OK.
'f
7 Decide if contractions are possible in these sentences. Then listen and check your answers.
I have had to drop two hotels. 9 She was in Majorca last week.
h You should not have told them our profit margin. She cannot have fin ished by now. Pass me th e ashtray, will yo u?
c She has to do a really difficult job. d There is a lot of bluffing going on.
e Th ere are all sorts of po litics involved.
8 Read the phone conversation that took pl ace the following day between Maria and Sim on, the Assi stant Managing Director. Underline all the auxiliary verbs, the forms of be and have, and the negatives. Decide if they cou ld be contracted. Practise the dialogue with a partner. Simon Hello, Maria. I am sorry I cou ld not make the meeting. I sho uld have been there but my plane was delayed and you know w hat it is like getting back from th e ai rport. Th ere are never any taxis when yo u need them. Anyw ay, w hat was it like? Maria Well, my secretary has typed up the minutes and you should have got a copy on your desk. Can you see it? No. She mu st have forgotten then. Anyway, I will f il! you in w ith w hat we discussed. Urn, yo u know, do not you, that I have negotiated a site at Guardalavaca. Well , we have now been ab le to squeeze some very competitive rates from the hoteliers. Simon Maria Good ! And did you discuss how much we are charging the punters? 550 for two weeks.
Sim on Maria
Simon
Maria
Simon
I see what you mean but I think w e had better t hink agai n. I w ish I had been there because I reall y do not agree that th e price is right.
o Tour Operators
Language Focus
The passive
Read these groups of sentences and decide which are in the active and which are in the passive. a We've been approached by Sky Ai r. b Sky Air has approached us. c I'm told by the marketing people that we' ll probably be work ing on load factors of about 80 per cent . d The marketing people tell me th at we wi ll probably be workin g on load factors of about 80 per cent. e The broch ures should be sent to the travel agents in Odober. They should send the broch ures to the travel agents in October. 9 All expenses must be au thorised in advance. h You must get authorisation for aU expenses in advance. j The managing director was given the information. Th e information was give n to the managing director.
It was stipulated that the agreement would allow for increases in the cost of aviation fuel. m Sky Air stipulated that the agreement would allow for increases in the cost of aviation fuel. n It is said that an influx of to urists will destroy the plan t life. o Environmentalists say that an influx of tourists will destroy the plant life.
Practice
Complete this letter to Mrs Marinelli by expanding the followi ng notes. Dear Mrs Marinelli, This is to confinm our recent discussions, At the meeting / hold /25 January / it / agree that:
1 500 rooms with sea view / make available / Grand Canyon hotel/3D March - 25 November / weekly basis, 2 We, Global TOUr5, / require / infonm the hotelier / 4 weeks advance / if we wish our allocation I cancel, The account
settle I 1 month after close / of the holiday period i.e. by or before 25 December.
3 All payments/ make I U5$. The ratesforthisyear lfix/ advance 1$1 = 1650 lire,
4 It bring I attention / tour infonmation I nat display / last year. Therefore suitable space I must provide I for our company leaflets and notices I display,
We trust we are in ~reement on all these points. I remain I disposal I raise I further points.
It has al50 come notice / your copy of the contract / never ratum. I I grateful I complete I without delay / return to our Head Office. It note I this aereement I valid /2 year5./6 months' notice I require in writing I in order it I tenminate.
Yours sincerely,
41
Speaking
Putting Together a Package
9 Work in groups. Look at the following steps in planning a new tour programme, and put them into a logical order. Add any stages which you feel are missing.
Resort representatives are recruited and trained. Exchange rates and a selling price are fixed.
The final destination is chosen. Economic factors are investigated; patterns of demand are identified.
Are there any stages that could be done at the same time? How long do you
think the whole process takes? At what stage are Exotic Destinations in their planning of tours to Cuba (page 39)? What else do they have to do?
o Tour Operators
Negotiating an Agreement
Wo rk in groups of four. Within your group you will work in two teams of two people. Team A consists of the Marketing Manager and the Chi ef Negotiator for GETAWAY, a tou r operator. Team 8 consists of the Commerci al Relations Manager and the Chief Negotiator for VISTAS, a chain of travel agents. Team A look at the text below. Team B look althe text on page 111.
TEAM A: GETAWAY look at the agenda on the right. You have just finished
would like
Age nda 12/03 Sales of GETAWAY Tours 1 Minutes V 2 Review of foreca sts fOI' next seaso nV 3 Commission l evels 4 Rack ing 5 I "cent i yes 6 Policy on complain ts 7 Edu cat i ana 1 s
..,oes.
IIlem 5 they ask for incentives, offer SOp to the person confirming
the booking. You would make this payment monthly, worI:ing from the departure date. If they pay quarterly (like all
your other clients), you can offer 1.10.
Writing 2
12 After your negotiations between GETAWAY and VISTAS,
write a letter to confirm your agreement. Use this outline as a model. If you haven't reached agreement, you will have to modify some of the wording.
IIMr 6
Your policy is to acknowledge complaints within five days and where possible to give a full explanation w~hin three weeks. Often a lot of time is needed to check up on all the facls . IIlem 7
You can offer an educational for the travel agency staff which
D ear
3 Incentives
Afte r discussion, it was decided ...
repres~entatives.
5 Educationals
These will .
Disagreeing
I suggest we .
Our position is that ... We 're sure you 'lf agree ... Agreeing
43
Promoting a Destination
Identifying the strengths and weaknesses of tourist destinations Giving presentations Writing brochure texts
Preview
The photograph s show some popular aspects of Britain. Work in groups
Reading
2 The table li sts so me of the positive and negative features of Britain as a tourist destination.
Does this correspond to what you think Britain is like? Is there anything you would like to add to the table or take away? Produet strengths Produet weaknesses
Friendly people
Lack of foreign language skills especially good-quality, on-site interpretation in other languages
Attractive coastline
Good shopping facilities Many types of accommodation
limited supply of modern budget accommodation in urban areas and on transit routes limited booking services for some types of accommodation (e.g. self-catering and farmhouses) Insufficient investment in connecting road/rail transport links
High rail/tube fares Perceived difficulty of driving on the lett
Free press/media
Politically stable Attraction of the Royal family/historical traditions/ceremonies
f) Promoting a Destination
Writing 1
3 Think of the strengths and weaknesses of your own country as a
tourist destination and produce a similar table for it.
Listening 1
4 Does your country have a government organisation which is responsibl e for the development of tourism? If so, what does it do?
Vocabulary 1
Advertising and publicity
5 Ann talks about promoting and marketi ng a destination. Make three networks round the headings advertising. public relations and promotions.
Use the words and expressions in th e box and add as many words as you can. stickers brochures trade fairs sponsorship ex hibitions press releases promotional videos
posters
lobbying
receptions commercials
publicity
special offers
p~sters
discounts
w hich strategies are the most and least effective and under w hat circumstances.
7 Nouns in Eng li sh can be countable (like a trip) or uncountable {li ke travefJ. Match the uncountable nouns on the left with the countable noun s on t he right which are associated with them.
A Uncountable
advice advertisin g progress research monitoring
B
Countable a f act
a close watch a recommendat ion a coin an advertisement
baggage
information
a study
a step forward
money
a suitcase
45
Listening 2
Describing itiner aries
08
Which of these places are mentioned as part of the tour? the Forbidden City
t he Summer Palace the Jingshan Park
Speaking 1
Fam itiarisation trips 9 Work w ith a partner. Student A read the text below. Student B read the text on page 111. STUDENT A
Tell your partner about the itinerary below in your own words.
CUBA
o
lJ
lI.
CUBA
Ha va na
9
'" 0-
Santiago de Cuba
DAY
DAY
Depart London mid-morning Tuesday on VIASA via Caracas. Arrival late evening in Havan a. Direct to the Horel Plaza, opposite Central Park in old Havana, the area famed fo r its old Spanish Days.
DAYS
2 - 3
City tour, includin g the Moncada barracks which Fidel Castro and a group of followers failed to storm in 1953 in an early abortive attempt to seize power. Good museum s in Santiago include rhe Casa Velazquez dating back to the 16th Century and the Museo Bacardi. (Optional). DAV 6
Explore H avana. Visit to a handicraft centre and the Guanahacoa museum on the outskirts of Havana, which has rooms dedicated to the influence of Mrican cultures on Cuba. Free time to wander the streets of old Havana and appreciate the city's fine architecture. Vis it to The Museum of the Revolution, the old fort and the Cathedral.
Excursion to the Basilica in El Cob re, a village 18 miles northwest of Santiago. Transfer to airport and return to Havana. Accommodation in the Pla'la Hotel.
D A V
Return home
DAY
Visir to a cigar factory. Transfer to the airport for flight to Santiago de Cuba in the east of the island, famed for its buildings and bea utiful settings. Overnigh t scay in Las Americas hocei.
f) Promoting a Destination
Language Focus
Referring to the future During her talk Helen Lee used a number of verb forms when referring
to the future itinerary. I'm going to describe the iti nerary to you . 2 You'll be visiting most of the famous places .
a She is referring to a schedule which is programmed in advance and possibly difficult to change. b She is talking about an event that w ill be completed at a given future time. c She is announcing her intention to do something. d She is describing arrangements that have been made. As you can see, it is sometimes possible to use more than one futu re form although there might be a slight change in emphasis. What is important to remember is that will is only one way of referring to the future.
about China. Match each of the verb forms above with a description (a-d) on the right. Th ere may b e more than one answer. Practice Study the following sentences. and say which verb form is appropriate in each case and why.
m On the second night of the programme everyone will be going/will have been going to a cabaret show. 2 Using what you have learnt from the previous activity, read these grammar notes and write your own sample sentences to illustrate their use. a The present simple can be used for a programm e or regular schedule w hich is unlikely to change. b The present continuous can be used to refer to arrangements. c will can be used to make a deduction, or to make a factual prediction. d will or ' II can also be used to make spontaneous offers. e won't, as well as predicting that something will not happen, can also be used to indicate a refusal, or lack of willingness. going to can be used to predict future events based on a presen t evaluation of circumstances. 9 going to is also used for a personal decision or intention. h is/are to refers to events which (Complete the rule.) ... The future continuous (will be + verb -ing) can be used for: arrangements ii events which (Complete the rule.)
a Could you ring the airport and ask what time the first
fl ight to Brussels shall leave / leaves' b (The telephone rings - it is 10.55.). O h, that'll belis to be Rosa. She said she'd ring at 11.
c We'd better hurry up - it looks as if it's going to rain/will
be raining. d The Antarctic will certainly become/will certainly be becoming an important touri st destination . e You haven't got a car 1'1/ give/ I'm giving you a lift jf you like. It's not surpri sing he won't do/is not to do any work for you - you don't pay him! 9 Don't panic! I'll have finished/'ll be finishing the report by Wednesday afternoon. h I won't have/am not having time to see you -1 '1/ have finished /'1/ be finishing the report on Wednesday aftemoon. Ricardo says he doesn't attend/won't be attending the mee"ting - he thi nks it will belis to be a waste of time. The Prince of Wales is to open/ will have been opening the new theme park on April 1st. k We will have/a re having an office party on Friday after work for Justyna. She will work/ will have been working for us for twenty years. I'm fed up with working here. I'm going to try/will try to get a better job somewhere else.
The future perfed (wi ll have + past participle) can be used for an event that will be completed at a given future time. k Th e future perfect continuous (will have been + verb ing) can be used (Complete the rule.) ...
Collect examples of language illustrating a grammar point you want to learn. You can find these examples in documents you read, in grammar books, or you may make a note of something you have heard.
When you have collected enough examples you can try to work out the grammar rule(s) for you rself, discuss your ideas with other learners, and perhaps be able to teach them things they didn't know!
47
Vocabulary 2
Broch ure language
10 The brochure is probably one of the most important documents used in the promotion of a destination.
Brochures use very descriptive language to make holiday destinations sound attractive.
Read this description of Salou in Spain and pay particular attention to the highlighted words.
With it s ma1Ye ll ou. beach, dyllio harbou r and man y magnificent- seafood restaurantc; it is a resort in its own right. But whe rever you stay in the Sa lou area you' ll have access to
th e beach you will f ind uncrowded street s a longs id e a picluresque coast line with prettYI wooded areas and several
smaller bays. West of Salou is the aHractive< fishing vill age of Cambril s.
IiQLe h ost
bars
and discos. Another LimpressLv attraction is the tfuly amazing Aquapark at La Pineda, a Shortlbus ride fro m Salou itself.
Descriptive adjectives
11 Each of the groups of three adjectives below can be used to describe one of the nouns in the box. Match each noun with a set of adjectives. Can you add an appropriate adjective to each set? Use a dictionary to help you. beach hotels
village views
hills city
mo untain s atmosphere
2 l ow~ ri se 1 rolling 3 quaint gentle old -world spacious undulating well-appointed cha rmi ng
Writing 2
12 Th is text about a holiday complex is informative but not very descriptive. Decide where the words in the box may be placed in the text to make the holiday complex sound more appealing. A 13 Work with a partner. Add descriptive words to the following passage, but this time choose the words you want to insert. Then compare your text with one written by another pair of students.
S T A Y
I N
P ARAD I SE
easy flood lit wh itewashed seclud ed, rocky cob bl ed free-of -charge
easy~go in g
8
Speechwork
Promoting a Destination
involved in setting up Cuba as a new destination. You are preparing the soundtrack for a promotional video praising the attractions of the island. Below is the text you will have to
read . Your text will have to synchronise with the video
images and you should therefore be careful to respect the pause boundaries ( / ). the stress markers, the intonation
patterns and the speed of delivery. Record your soundtrack in
a language laboratory or, as homework, on to an audio cassette. Then compare your recording with the tape.
If I mention D.l.l2g to you, I what are the ~ things / that immediately / come to mind? / ~ / Communism / and QgMI I. Maybe it's not ~ idea / of the perfect holiday. / Well, you're ~! / Because in fi!g / Cuba has changed / and it's ~ / for the better. / And so why do many more people / ~ decide / to have a fantastic holiday in Cuba? / Well, the t ill1 reason / is that Q112g / is an affordable tropical destination / with fan~
~
/ and wa tersports / as good as anywhere. / The ~ reaso n / is the ~ / and their music /
~ as they do / such
especially / its association with two great / twentieth-century ~ / Graham ~ / and Ernest Heminway.
15 Write your own commentary for a video about a place you like visiting.
Speaking 2
Making a presentation
After the presentation, work in groups and discuss these questions: a Could everyone hear yo u?
49
Responsible
Tourism
Calvin
and
Hobbes
by Bill Watterson
Preview
Work in groups and discuss these questions. a What could be the negative impact of tourism on the followin g?
historic sites
wi ldlife
the host community's culture
CALVIN AND HOBBES 1993 Watterson. Dist. by UNIVERSAL PRESS SYNDICATE. Reprinted with permission. All rights reserved.
b W hat kinds of initiatives have been taken to co unteract some of these adverse effects?
Reading
2 Thi s article was written for a magazine called Our Planet and, using the example of Waikiki, describes ways in which small island states can develop sustainable tou rism . As you read, make a note of the things that a developer should and should not do.
Safe Tourism
OST RES()URCE~rOOR island states trying to ma nage to surv ive in th e global economy cannot afford to neglect the economic opportunities tourism offers. As they su ffe r fro m the continuing slide of internationa l commodity prices, Illany have no alternative but to offer their natura l heauty - and cheap laho ur costs - to attract the
tourist indust ry. Foll owing the ru les for sustainahle to urism",,,hile tough - cou ld red uce th e risks to the environment. so, \I;!HAT RUI.ES keep you profitab ly safe and s usta ina bl y beautifu l? The first ru le is: keep tourists alt in one place fo r as long as YOll can d uring their visit to yo ur island . Leav ing aside the thorny issues o f foreign ownership and o\"ersaturatio ll , Hawa ii can teach us a few things ahout safe to urism. T he world's most re-.:ognised tollrist destination is \Vaikiki. Now Waikiki ''''as not always a beach - it was a swamp before de"dopers trucked in white sa nd to create the fabl ed stra nd . Th e hotels o n \Xlaiki ki all rose Out of th e same swamp and recla imed lan ds. Which neatly encapsulate s yo ur second rule of safe tourism: do not displace all)' existi ng desti nations.
WA IK IKI ITSELF, \'I7ITH some 30,000 hotd rooms, covers little more than sevcnter:n city blocks. Despite its small area, the great m a j or i t~ of th e fi ve million tourists w ho visit H a' . . aii every yea r do not ventu re beyond thi s luxur io ll 'i ghetto, mw.:h
to the delight of the indigenous ~ommullitjes. Ha . . e YOLI ever tried to get an hotel room outside o f Waikiki on the island of Oahu? It is tough to find a n hotel. And there are no plans to
. , Responsible Tourism
appron" :m y morc, sa)' aides to Go\'crnor John \X' aihe'e, Ha wai i's fir st Polynesian governor. Governor \X'a ih e'e seems proud of th e fac t that he ha s not appron:'d a major tourist devel opment since he took office.
AI\'U THF. R RULF: T .-\I-:1'. fewe r touri st" who wi ll stay longer and spend more. A report co mrnissiollC'd oy the (former) H awa ii governor's o ffi ce found that the four million pcople who visited thC' islands in 198 4 spent an .werage of ten day" and unlo:J.Jed $1,000 per head. Not a good sign, hecause infrasrructura l eri ng nroLlnd t:olls rrm::rioll and maintena nc e costs, alrend y ho\" (me hillion dolbrs a year, risc to kc'e p li p with slIch huge numbers of visito rs to <1n islan d S{;lte with ;ltotal population (")f ahollt a million. And do not forger that close to 60 per cent o f the tourist receipts are imm edi;1teiy rep;1tri;1tcd off island. \\:'l rH THE COi\'CFNTRAT10N on volume, mass.ive horel s had to hehuilt TO cope with the millions of bodies that the airlines wcre dumping on the island ~ with competitive f.1rcs dcsi);fled ro pur bottom s on the much larger numbe rs o f scats in the huge 747$. In many cases the hit;ger hotel" were relying on pilCkage tours for h,llf th eir OC(UP;l1lcy ratl'S. AN D WH AT IS wrong with big: hotels? You Ci111 imagine the amount of water, energy, personnel, roads and th e like whidl h;1vc to be diverted to "lIch la rge con structions - paid for hr loca! tax-payers. Buildin); huge hotel s req uire " enormous ;ln10 unts of moner whi(h arc av,lilahle on ly in the metropolit:J.1l (ount ries, w hich in turn mean s handing own ership over to
off-i "l a nd \.."orporations. Owners from disranr places ha ve <.1 hisrory of tying their (onti nued p resence ahroad ro the amount of incen ti ves offered by th e authoriti es, which are already sa ddled with the infrasrructUTal COSts, \.... hile the vast majurity
Ens ure your success i'5 sh;Jred hy them. Offer local farmers and business folk the first opportunity to provide you r resort with food. A letter from your resort to a grower guaranteeing to bu y all the y can grow of certain vegetables (an be lI '5ed hy the farmer to get a favourabl e loan from the loca l bank . Instead of importing, f oc example, an arti st-i n-residence, which is fa shiol1i1 ble in tht: top resorts, appoint loca l art ists, and import a coasral-botanisr-in-residence, and give the findin gs to th e 10CII :J.llthoriries, rhereb), increasing the knowledge the comm unitr has of it, own Jl <t turai resources. Also cons ider marine bi o l()gisrs, mllsit:ologists, :J.gronomists, and for rhe reall y confident and sav,,)", mytholog ists. Tn other words try to im p ro ve thl' lot of the loc:lis. If yo u d o not, rhen you arc sentencin g yourse lf to eventu:ll bilure ",hid wi ll manifest itself in surl y workers and insults hurled at your ho rel guests. \"x!hen yo u fir st notice thes(' signs - find a buy(,r, quick. (a rticl e by Lele-i Lelaulu in Oll r Planet )
.:!.
3
Wo rk in groups and discuss these questions. W hat advice w ould you give to a deve loping country tryi ng to en large its tourist industry? :. Wh ich of these pOints co uld an overdeveloped tourist area take note of?
Speechwork 1
Word boundaries
_ The word sequences in the box occur in the article you have just read Clines 14-18). How would you say them aloud? What happens when one word ends in a consonant and the following word begins with another consonant? Listen and check. recognised tourist destinations reclaimed land s
fableg ,trand
second rule
: These phrases are also taken from the article, Practise saying them aloud and compare your pronunciation with the tape.
tried to
tourist development
51
Listening
Protecting the environment 6 Michael Leech is Managing Director of a company called
Overland Encounter, which organises adventure holidays to remote destinations. He is very concerned to protect the sites he visits and talks about the way he thinks the environment can be protected.
done to the environment? Listen and answer the questions. a Michael mentions patterns of behaviour which an operator can encourage among tourists. What are they?
clothes? photography?
religion?
begging?
Speechwork 2
Word boundaries, linkage
08
Read these expressions aloud. What happens when a consonant sound is followed by a vowel sound? Listen and check. global economy a small area tourist industry fo reign ow ners hip economic opportu ni ty
09
Listen again to this extract from the interview with Michael Leech. Write the words that are missing from each gap. Are these words pronounced separately or are they run
together?
"I know you're very (a) ...... environmental issues at Overland Encounter but, in practical terms, what can a tour operator do to make sure that tourists don't destroy the beauty of the thing they came to seer' "Well I think you have to get involved in what we call '(b) ...... ' tourism. You can't deprive people of their interest in wanting to travel. But what you can do is to (c) ...... patterns of behaviour which will introduce them to a country in a responsible way. That means, for example, making sure that, on an adventure holiday, n o detergents are used in springs or streams and that no (d) ...... left behind after camps. It means, if you're visiting a (e) ...... like the Antarctic, that people must respect the rules and not damage (f) ...... or go too near the penguins. It means providing travellers with a pack with (g) ...... how to behave and what to do to best preserve the cultures and places visited."
e
Language Focus
Reporting verbs
These
Responsible Tourism
verbs are often used to report w hat someone has said . Do you know th~m all ?
concede
confirm
acknowledge
insist
maintain
observe
remark
accept agree
announce
claim
reply
reveal
deny
explain
state
suggest
imply
guaranteed that it would be protected . These verbs can be followed directly by to.
accept
agree
claim
pro mise
th reaten
advise
in struct in vite
order
persuade
remind
urge
ask
tell
warn
They persuaded the operator to drop the project. She warned them not to go ahead.
Practice
Choose suitable verbs to complete the extract. (Often more than one answer is possible.)
N A STRONGLY-WORDED article published two weeks ago, Vanessa Gardner, editor of Tourism
Alert (a) ...... that "Green Tourism" is just another marketing gimmick to lure eve n more touri sts to new
destination s and make even more bucks for the operators. She (b) ...... that tourism brings foreign
income to developing countries but (c) ...... that alllhe local population get out of tourism is the privilege of making our beds and shining our shoes. And she (d) ...... that the marketing people are wrong to (e) ...... that a holiday can only be Green if it takes place in an undiscovered part of the \\o'orld and costs the earth. She
(f) ..... that
you only need twenty rich foreigners descendin g on an Amazonian village to create more
environmental and cultural damage than 10,000 ordinary holidaymakers enjoying themselves in a resort where there is no fragile ecosystem or culture left to ruin. But in another article which appeared in last week's Travel Gazette, Antony Jay of Outreach Adventures pIc di sagreed. He (g) ...... that Green tourism was just a fashion and (h) ...... that operators did care about the
future. And to prove it he (i). . to donate $ 100 per person to the Worldwide Fund for Nature. Ho w man y
53
Vocabulary
Meetings
11 Match the verbs in A with the noun phrases in B to make expressions which are often used in meetings.
A
find
B
round in ci rcl es comments to a decision agreement the proposal
face
put in vite reach second raise go come
facts
(someth in g) to the vote the subject
common ground
12 This is an extract from a meeting about tourism in Goa. Fi ll in the gaps with expressions from exercise 1.
Mr Singh
I would like to (b) .. .... of cost - who is going to pay to clean up the beach?
Mrs Patel
Mr Chairman, we've already debated these issues - we must now (c) ....... I know we hold opposing views but perhaps we can (d) ....... But if you want my op;nion, we must (e) ...... - either we
But look, we're (I) ...... ; if we don't (g) ...... now we'll be here all night.
I think we have discussed the matter enough. We must now (h) . I (I) ...... ; it 's an excellent idea.
13 Match the adjectives in A with the nouns in 8. Use a dictionary if necessary. A a foregone a fruitful
a heated a key
14 What is missing from these sentences? Use the expressions from exercise 13.
a Perhaps the main ...... to responsible tourism is the profit motive. b There' s been a very ...... between local pressure groups and the Min istry of Tourism and most of the prob lems have been resolved. c There 's no point in holding the meeting - the result's a d He owns a number of hotels in the area so he has a ...... in promoting the growth of tourism. e It's not the best solution but it's a. . for the time being.
8
argument arrangement
block
There was a ...... on the proposal to build a new motorway and some people got very angry. 9 Although the effect of tourism on the environment is a . some people still dont want to measure the effects.
o
Speaking
Holding a public meeting
Responsible Tourism
15 You are goi ng to take the roles of different people and debate the
pros and cons of a major to urism developm ent in an area of outstanding natural beauty. First read this newspaper article and summarise the main pOints.
Ambitious plans to spend 100 million 011 a disused slate mine in north \Vales arc causing a flerce disputc among locals. The tourist development is planned to ce ntre around a "OlIarrytorium", with a guided visit down the mine, and a residential complex built around eight dry ski slopes, a tropical park with
ccntn.:. Most controvt.:rsially, rh<;rc an; also plans for thirty "holiday farm stead s", eac h co nsisting of about twenty far m- type cottages. However, since the proposals were published in the l ocal paper, peapk have started objeding. A protest gro up ha s betn fOfmed, headed by Gwynncrh Jones, whose house overlouks GI)'11 Rhol1wy. Although cafeful to givt.: credi t to the council for buying and trying to develop the arC.l, the protest group feels that the sc he me would ove rwhelm t he vjIlage and be alie n t o the natura l beauty of the region. The matter is now being debated at an extraordinary cou n c il meeting in thl: town h all at w hich a dc cisioll 011 th<.: future of Arfun m u st b<.: rC<lt:hcd . Representati ves of all the viewpoints of the 10..:a1 ..:omlllunity have been invited.
(I.!x rra...:t frull1 Holiday Wbi..hr)
16 Work in groups. Your teacher will choose a chairperson w ho should use the role card below. Your teacher w ill tell th e other people w here to find their role cards. You can add your ow n ideas to the suggestions on the cards.
The chairperson
You r role is to make t he meeting go smoothly and J et everyone have th eir say. Di scussions ca n get heated and you may have to remind participants to remai n poli te, not interrupt, not monopolise t he discussions and so on. Here is some useful language: Opening a meeting Right, shall we ge t started? Th e first thing we have to discuss I decide is . Inviting comm ents
I'd like to give the floor to . Mrs Olsen, is there anything you Could we stick to the subject under discussion, please? Perhaps we could co/ne back to that later. I'll come to you in a fiji/lUte .
Closing the
meeting
Writing
17 Write a 250 -word press release reporting what was said at the pUblic meeting about th e development at Glyn Rh onwy.
55
Transport
Analysing transport requirements Planning a transport network
Work in groups and list some different means of transport.
long or short distances?
Preview
Then discuss these questions. a W hat are the advantages and disadvantages of each one for
b How do you prefer to travel? W hy?
2
Listening 1
2 Susan recently went to the USA for three weeks. The map
!J
MliX1CO
o
Language Focus
Two-part verbs (Phrasal verbs) Two-part verbs are formed by comb ining a verb with a preposition (or particle) to change its meaning: I get up at six o'clock. The plane takes off at 7.30. d A: Can I have the bill? B: Sure, I'll make it out now. e Th e board of directors set up a meeting for 4 p.m. TYPE 2 PREPOSITIONAL VERBS
Transport
These verbs take an object, but are inseparable. The object always goes at the end: A tour gUide wi ll look after the grou p. A tour guide w ill look after th em. Put the words in italics into the right order:
Practice Replace the words in italics with a suitable phrasal verb , Do as many as you can, then listen to the tape (Listening 1) again to check or complete your answers. a I've pretty well planned and formulated w hat I'll be able to do while I'm there ... b So I' ll be departing on 1st September .. .
C
e Are you sure your budget will cover that? I've been economising for this and I really don't want to lose the opportunity of seeing the Niagara Falls ... 9 Wait a minute .. h The on ly problem is that you' ll have to wait with nothing to do in Chicago .. . I really need to reduce costs so I'm hoping to be able to locate and see again some old friends .. I'll write the itinerary for you ..
My uncle wi ll be collecting me from the airport and accommodating me for a few days ..
d You can travel quite eas il y on the subway and if you want to sightsee .. .
57
Vocabulary 1
Connections
4 These words are all connected with transport. Put them into logical sets.
liner
sail
runway
break dow n station wago n
long-haul
compartment
platform
make for
toll
registration number
cruise
stopover
ru n out of
stand-by
track press on
set off
self-drive
starboard
gang~ay
Add two more words to each set and co mpare your sets with those of other students.
5 Imagine that you recently accompanied a group of travellers on a trip involving several means of transport.
Write a short account of the trip using as many of the words in the box above as you can. For example:
Af 6 1 Bpm. w~
5et off ffl7m V,chlritl 'Station. ~~d -/he O~;eY1r Express '" ow fj~sr-c1"s<; ccmpar/ntetlt ..
Listening 2
Speaking 1
08
Making announcements
Your teacher will give you a number of messages w hich have to be given out over a public-address system. Record the messages and play them to the rest of the class. Did everyone understand? If not, what was the problem?
Vocabulary 2
Synonyms, British and American English
9 When she went on her trip Susan had to und erstand some of the words and expressions which are used in the USA but not in the UK. The ones in the box below are all to do with travel. Find the pairs of synonyms and put them under the correct headin gs.
Speechwork
Word boundaries
7 liste n and notice w hat happens to the sounds at the word boundaries in these examples: Th e next time. M ind the doors. Now try saying these se ntences . Which so unds disappear? Which so unds run together? a Here in the main square, on your right, is the famous l ean ing Tower. b Passengers are adv ised not to leave th ei r luggage unattended. c We 're now approaching Pi geon Po int. Tobago, w here passe ngers can disembark. d Wo uld M iss Andreas please report to the Purser's Office? e Captai n Nolan would like to welcome yo u on board .
For example:
BRITI SH ENGLI SH AM ERICA N ENGLISH
driving licence
pun cture
driver's license
driving licence pavemen t underground downtown subway bonnet
hood
sidewalk car park
flat
motorway estate car
gas
petrol
parking lot
D o you know any other w ords t hat are different in British and American Eng li sh?
o Transport
Reading
Passenger care
10 Travelling can often be tiring and uncomfortab le. What kinds of things can be done
to make the journey more agreeable for the passenger travelling by these means of
transport?
air rail
sea
coach
11 This article describes how Gatwick Airport in the UK has made travelling easier for
business passengers.
Decide which of the extracts A-G match the numbered gaps in the text. There is one additional extract which does not belong in "
Look ing at w hat London Gatwick Airport has done, the sol ution now, in hindsight, seems obvious. But Fast Trac k has other benefits for the business trave ller. The best ideas in business are qUite often the most obvious. takes business
o o e
Many airlines offer attractive incentives such as free limousine and helicopter t ransf ers, advance seat reservations and priority baggage handling. For the busy executive, it is not so much that time means money, rather that he or she usually cuts it f ine when getting to t he airport. This system, called Fast Track , enab les First and Business Class passengers f rom al l airl ines using North and South Terminals to use a special dedicated ro ute through passport control and security checks.
o e
For example. business travdlecs passing through Europe's airporrs have co nstantly bemoaned the fact that however much their ti cket COS t , or however mu ch they were
~lo~=~e~~__~~~~~~1
The special entry gates to departure lounges. however, only operate up unti l 2 p.m . The ai rport's research has shown that the bu lk of business travel Aights we re before
Ie
m e
pampered in-flight the real hold-ups always came when passing through pao;sport co ntrol and security, or waiting in duty free.
th is time, with only a handful afterwa rds when the regular control points had no queues. However. it is a position that is regularly reviewed by the airport.
1 8~ ~
________________~1 Ie
For instance. those who have hurried to the airport without the time to pick up any foreign currency can collect preordered currency from a special Fast Track desk at the airport's bureaux de change. Or if they travel to th e airport via the Gatwick Express. they can use the credit-card phone on th e train to order the currency o n the way from Victoria. Forgotten to buy a prese nt for rhar important contact you are going ro meet on arrival? Instead of queu ing up wi th the le isure travellers ac the duty free co unters. f as t Track pass-holders can take adva ntages of their own check-om. N ot surprisingly. Fast Track has bee n a smash hit with London Gatwick passengers (numbers using it have increased from 40. 000 a month when it first narted, to 65, 000 a month at present). Perhaps the fact chat other Europea n airports are looking at em ulating the Fast Track idea shows how big a step forward it is in taking the hassle out of business (fave!.
That las t-minute report to finish, or taking just one marc phone call, has speIt disaster for many business travellers
sudd~n ly finding themselves at passpon control behind a plane-load of holidaymakers who are Guite happy to rake their time - after all they arc going on holiday.
19
However, it is a simple fact that no other airport appeared to have tackled the problem successfull y until Lo ndon Garwick became the first airpo rt in the UK o r Euro pe to implement a "red carpet" priority sys tem especially for First and Business Class travel lers.
10
A pass is give n to eligible passe ngers at check in.
59
Writing
Dealin g wit h co m pta ints
12 Unfortunately, not everything runs as smoothly as in the previous article! You work at an airport in your country and have received this fax from Gary Richards, Ground Operations Manager at Skyways. Work with a partner. Read the fax and discuss Gary's complaints. Then write a reply to explain how you
FAX
yo~r hospitality ofT('n~d to Peter Forster, John Carlyle and myseIf earI'leT t hi s
Since my visit, OUT Chairman, Francis Pilrkcr has visited and h' items which he considers need impro,-emcnt :' . on IS r eturn reported certain
\lvithT~s::.CIi\'ery and installation of two additional set.~ of scales for check-in should be dealt
2 All bags should be presented at check-in Th . ' subjected to 5ccurit)' screening and proper e~ce~:r~alggSno excuse [or bags not being weighed, ' " age payments not being collected. 3 I hope that with . he able to com~lele tfeCj~~ri~~~:r~~:~e~~';:;r;::t~:.cra[t cleaning teams will speed up and 4 Representations should be made urgentl . and s I .. .1110\\' bO al'ding to t k i f Y . trong y to the authontles which at present a epace atoncscto steps only W e } t f and they should be us-ed. . lave wo sets 0 steps to the aircraft 5 Only one piece o[ cab' b make sure that t1li.~ ruling Ij: i;~:~c~::s.asscnger is allowed Oil to the aircraft. Can you please
. 6 Finally, on arrh'al the Chainnan had to wait som e fif ' . the plane . This speed of dclivet')' is entirely unac~eptabl2 mmutes for hi5 baggage to come ofT
Many thanks for your help in these matters, and I look forward to hea ' f Yours sinccrc! v nng rom you soon. Gary Richards~ , Senior Manager. Ground Operations
Speaking 2
Making recommendation s 13 Peakland is a mountainous country which has few natural resources. Sixty per cent of the population is employed in agriculture but there is a rural exodus towards Sommerton, the capital, and the coastal ports. However, the situation is slowly changing and will certainly be accelerated by some recent developments. Read this newspaper article about Peakland and discuss this question. Do you think foreign investors will be willing to invest in tourism developments in Peakland?
Following the astonishing discovery last year of the world's largest dinosaur graveyard - hundreds of skeletons unearthed in near-perfe ct condition - the Peakland government yeste rday announced its decision to go ahead with the creation of Tyrannosaurus Park. a huge open -ai r dinosaur museum and leisu re complex eighty kilomet res from the cap ital city, Sommerton. It is hoped th at this attractio n will draw tourists away from the troubled DinoWorld theme park in Westla nd an d attract foreign currency. However, despite the enthusiasm of both national and foreign investo rs, the eventual success of the venture very much depends on the ability of the government to revitalise it s transport network which, like much else in Peakland, has suffere d from yea rs of underinvestment and neglect. Fear of its neighbours, travel restrictions and, until re cently. a limitation on private car ownership had left the country with poorly maintained roads and an inadequate rail and telecommunicat ions network. Despite this heritage, Prime Minister and leader of the
Republican Movement, Richard Hardcastle is conv inced that the find represents an opportunity for the count ry to become a major player in the tour ist in dustry. At a press conference last night, Hardcastle declared, "Until recently. Peakland was one of the most isolated co untries in the wo rld. with an unconvertible currency and few political, trade or tra nsport links to the outside world. Now the moment has come to create the wea lth and prosperity that will take our country into the twenty-first century." It is true that the situation has begun to change. Hotel projects on the unspoilt western coast alrea dy represent the largest single source of foreign investment. accounting for an estimated $275 million. And Arab world investors are building a second bu sin ess hotel in the heart of Sommerton. Much will depend on the government's capacity to fi nance the transport infrastructure that is lacking. Already overtures have been made to the International Investment Fund and the Central Bank for Reconstruction and Development.
o Transport
14 Work in groups.
You are members of a think tank for the Peakland Tourist Board. Study the map of Peak land and the summaries of the various transport infrastructure projects that have been suggested. Which would you recommend to the Tourist Board?
Moorland
,,,..------'- .
,
./
Peakland
I ' 'I
--/-1
J
\
/,)
~
Park
"
I Tyra~nosaurus
'<
/
1
Sommert;;;'--'\
/
Stargateon-Sea
\ Funbury (
)
~
'---~
Air
Peakland airlines
Rail
development of aIr transpo . b If tourism is to develop in a big way It can only ~o s~ Y d attracting visitors on long-haul flights from:~ eVfeaO~:ior world They therefore advocate the constru Ion 0 bl .ft airpo~ to the west of Sommerton which would ena e SWI
The SNCF (the French national railways) has tendered for the construction of a high-speed train network linking Sommerton with the capitals of other countries. They point to the success of the tren alta. velocidad in Spain and the train
rolling stock to the varying needs of passengers, for example, family compartments and on-train activities such as hi-fi music, video entertainment, telecommunications services and catering arrangements to su it international tastes. The SNCF pOints out that tourists visiting Tyrannosauru s Park are unlikely to come by car. The chances are they will be more interested in a short all -inclusive break with rapid through trains taking them door-to-door.
h ve come up with a
.
revolutionary Super Helicopter whi.ch ~ able ~dt~~:s~~untry eo Ie at a time. A network of hehpa s ar~~ ~IOS~ to resort developments is, in their OpiniOn, bound to be a sU"ccess .
rt fifty
Road
McKenzie and W hite, the British construction company, has put in a bid to build a motorway network w hich wo uld link key towns and cities with border countries. They argue that road transport accounts for 77 per cent of all world international arrivals. It is flexible as the driver can control (!Very aspect of the journey: the speed, the duration, the route taken and the destination. In addition, Peakland roads are uncongested and wou ld provide great scenic variety. McKenzie and White are sceptical of the value of a rail network, feeling that, in all probability, it would damage the environment an d be unsuited to the terrain of the country.
Sea
The Peakland ferry operators and the naval shipyard
~t Sta~gate
on-Sea are anxious to see a substantial development In cruIse . the otential of Lake Nessa as an
I t f longer crUIses They also highlight the potential popu an Y 0 from Funbu ry on the Western Ocean.
P h
They remain
sce~t~cc~ ~:~~:~tf~~~~dO~eT~:~~~~::~i~sa:~:k
and doubt very . W Id despite government intervention. claimed Last year, Dlno or , f $77 made r~cord losses and saw its share prices plummet rom
to $13.
Customer
Relations
Dea ling with complaints
Preview
Work in groups and discuss what personal qualities are
necessary when dealin g with the publi c.
Reading 1
4 Work with a partn er. Student A read t he text below. St udent B turn to page 112. STUDENT A Read t his case st udy about an unfortun ate inciden t in a t ravel agency and an swer th e qu esti ons below.
Vocabulary
2 What sort of perso n are you ? You are no doubt: t idy sympathetic experienced capable
agency, where one of the employees, a young woman of sixteen, was coming to the e nd of her first week at w ork. She was wdl dn~ sl'c d and we ll groomed, m.lde good eye contact with those who entered the ag('ncy. and look<:d in c\'er)' w ay a pieas.,nt trainee tran,l agent. At thi .;
t im l~ , ~hc wa~
Unfo rtunately, some peo ple are not. Use th ese prefixes to describe peopl e who be have in the opposite way: un im-
ir-
in-
dis-
direct
quote
manage
hear treat
calculate understand
hut had heen instructed to carry out a few simple admin istrat ion tasks and to sit w ith the assistant manager to ohsene bow the cmtomen were d('alt with, and how the paperwork was processul . At this carly stage in her career she was not expected to deal with a customer her self.
or the
\\<l!i
new traH"1 assbtant - h(m' ~ h l.': lih~ d the job an d how <;he
gt:tti ng on. He t hen turned his attention ha(:k to the assistant manager and startt"d to write a cheque for his holiday balance . "\-\'hat is thL' da tl~ tod ay?" he asked . "It's the thirteenth ," rep li ed th e assistant manager. "Oh, Friday the th irtee nth ," he .sa id. "Unluck~ for some! " "Yes," sa id the new traiuee. "'YOll nen:,r know, ~'otlr dH' (lue might bounce!"
a Who was involved? b Were the travel age ncy staff experit::nced? c What kind of mistake did the staff make? d How do you think th e customer fe lt? e How would you describe th e staff and their behaviour? Tell yo ur partner w hat happen ed. What lessons can be learnt f rom the two situation s?
05
passengers.
c The co upl e were given preferential treatment
Houston.
e The hotel in Houston turned o ut to be mu ch
rud e.
Have you heard any stories about unfortunate
travel lin g incidents? Tell yo ur partner how
Speechwork
Contrastive stress
6 We often place the stress on a particular word in order to compare or contrast it with another word. For exampl e. on the tape yo u heard:
The plane wo uld leave in two hours and, instead of flying direct to Dallas, would take us to Houston .
Listen to Melanie again and find other examples of contrastive stress. 7 Read these sentences aloud. Which words are stressed?
c You can' t go on a visitor' s passport. You need a full British passport. d She said she wanted a room at the front of the hotel not at the back. e The fligh t wasn't delayed - it didn 't even exist.
Was it you who booked the holiday or you r wife?
9 I wanted to know where th ey were travelli ng from not where they were travelling to.
Li sten and check your answers.
63
Language Focus
Infinitive (to) or gerund (- ;ng)?
look at these examples:
I wish to claim compensation. (NOT * 1wish claiming compensation.) I suggest writing to the manager. (NOT ' I suggest to write to the manager.)
Put the following verbs into two groups: those that are followed by an infinitive and those followed by the gerund. admit
choose
demand
involve offer refuse
an ticipate consider
expect
manage postpone
mind
promise suggest
miss
recomm end undertake
save
2 Some verbs can take both the infinitive and the gerund but with a change of meaning.
Can you explain how the meaning of the verb changes in each of these pairs?
a They stopped to take extra passengers on board . b They stopped taking extra passengers on board.
3 a I'll try to phone her w hen the meeting finishes. b I'll try phoning her whe n the meeti ng finishes.
4 a If you wan t any compen sation it will mean taking them to co urt. b Sorry, I didn't mean to take yo ur seat.
Practice
Rewrite the following sentences without changing their meaning. Use a second verb in the infinitive or the gerund each time. For example: She hasn' t got enough money to travel fi rst class. She can't afford to travel first class.
If you don't pay the invoice soon there may be a 10 per cent penalty charge. If you delay paying the invoice there may be a 10 per cent penalty charge.
The guide said she certain ly did not turn up late. The gUide denied".
9 It would require us to make a change in the schedule. It would mean.
Reading 2
Handling a complaint
8 In the Listening section on page 63 you heard how an airline treated a customer who had a complaint. Think about
9 Read the article on the right and decide if these statements are true or false. Correct any false statements.
a A di ssatisfied customer w ho makes a com pl ai nt w ill usually fly again with British Airways.
c Both sat,isfied and dissatisfied customers w ill fly w ith SA again in about the same proportions. d SA gives money to customers jf they complain.
e Customers are anxio us to find ou t who was responsible for th ings going wrong. It is not a good idea to adm it to being in the w rong.
Speaking 1
10 Work with a partner.
Take turns to make/ deal with a complaint in four different situations. Student A read the text below. Student B turn to page 112.
STUDENT A Situation 1 You have just checked into a hotel and you have
noticed th at there are no towels in the bathroom. You go down to reception.
Situation 2 You are the manager of a hotel and f eeling pleased w ith yourself because you have a 100 per cent occupancy rate for this week. A customer has just asked to speak
to you.
You are angry because you feel you have lost half a day you had paid for.
Situation 4 You work in a travel age ncy. A customer has j ust
come through the door and is looking angry.
I don't want to complain, but ... I'm sorry, but I really feel I have to make a complaint about.
Handling a complaint I'm sorry to hear that. Let me take the full particulars. I fully understand. 1'1/ do my best to sort it out.
65
Writing
Letters of apology
11 Do you agree or disagree with the following statements? a You should thank the person for having made the complaint. b You should avoid making an apology unless it is requ ested.
Pear 5i;
Jam I1/Til1111 to Cdmplaln a/JdZ(f file appa/(m,.1 sfw7dard o,cSdtl1ce / rec.e<l/ed !jB5fe<day af file ffBrif?lg6 /-(tlSetff11 C",cnk Shop. Cin t3/1fU-tn (he seir-sert/ice resmur;:mf at fhree o'ddCk ~ fnend"Md1" mund a /l(ft"1j bng qaeue. It/e had Iv ro/f%Jt
c You should never say anything was your fault. d You should never blame a member of staff who works in the same organisation as yourself. e You should always explain the cause of the problem. You should say that the error was exceptional. 9 You should say what action is being/has been taken. h You should make some sort of special offer as compensation.
12 You are the General Manager of a catering firm wh ich has been subcontracted to provide food, drinks
iWlJ frag5 be1'fffe flndlilg a clean tJ7Ie. (!)nce af fhe etmnw we /dund m~t 01' #;e IWir' hadg07le eKcept I1n- #7/W, Ifr'ed man-~M opM S<V1~cAt'5 tMdlhecm'dode. ~ere M:i'S flO me 1Z> serve t(s - a gu'f rpshed up t7J1/y ~ '" me:tn smrfed to he(p hH115&11' -0 soup. '7lte gtrloblilOuslt; had no ffainit11; she iwttu1l nei8t&1" whaf ff7e soup Mi$ made of'
(7e!/7lHfiude~ 11011 Glre a~ed wiln '" big cardbtmrd btIX and tlw'ew SdI11e 6~icA padro tm iIle c1:mn-rer) !he tWl> girls af flte drinks c.mnt&r ~e also s/(7W
and 5~. .l had a 1lJn-/fUIU<te u=t r$r a coll'ee half' spitted a"""'oss I11fj {rqy and fIIere wets a lim'fte.- Mlif
6dndMcheG tU/W1a/:;Ie.
kr ~e one cash
t:?t(ln t7J2eration.
!ind file cutlerg OWU-MUllin dried bloDs of' Ibzm! andgmase. 7/re mble /fie tJl:CUpied MIS dfr~ and lina/(y flte SOUp Z btJYgM k/?:rS greasJl, heav!/ and' Q/ler-5;;u~d I regret- fv sa,! thar / tvllG SICk In the
I1Ufseum mfel5i
5I?dT~ Clfitifwzzr--ds.
I NzlS dlSgksted to
A/eme of'#tIS IS an &,I(aager-aI7dn. I ca;utof helleve -I/taf such afr(7l:/t7l1S Sef"IIlCe couJd eKisf In a wn-ld-lillnt7Us insfifuhtm. I was embMnts&;/ and fUrious "'ot only Ibr ~~elf' bttf on bt?halr a( #Ie visill71's Mlo Cdme Iv #Us OlliffMSe be<udllid CYttnlr!;l.
I am a regulevr l/iSlf1:r tlna; ClS an eHlp/t?!Jee -!fie frcWd mdttsfr!/, In '" ptJ5dim -to t'eamtn1end #taf vi61fzm; bt75'Mff #Us reGtmfranr tmless J receive a letter IndfCcd0g whatmeasu~s fjtJU !#fend ,z, mA-e ro Itnprlflle -!fie let! of' service.
In
(SICKNESS & HOLlDf.YS) VERY BUSY PERIOD ACTION T.',KEN (SPEelA' WHA.T) ENCLOSE VOUCHER (FREE MEn & W1NE) HOPE FOR
It~PROVE M ENT
I wlfl personally make sure . can assure you this will not happen again .
could have gone wrong with your holiday. Then work with a partner and take turns to phone the Skyways representative (your partner) to complain .
GOOD
FAIR
POOK
0 0 0 0
0 0 0 0
L oca tion
0 0 0 0
0 0 0 0
Name
_ _ _ _ _ _ _ _ _ _ _ _ __ _
Hotel
. . . OTF L FEATURE ~ IN DI V JI)U A l.L Y : PLE ASF. RA1E THESE H .
EXC ELLE"f' (lOOD
F..\ IR
1'OOR
Service
Food Amenities Cl c... mliness
Location
O verJ.1I
0 0 0 0 0 0
E;\:Cf.Ll.ENT
[J
0 0 0 D 0
GOOO
FA IR
0 0 0 0 0 0
1'00"
0 0 0 0 0 D
N /A
(ENTER
N/A
Brochure information
R eservali o n ~ sen' icc
Overseas representatives
Airport I hotel transfe rs Car renl ..11 Optional excursions
PLE.'~ S E RATF YOliR OV ER A\. .
YO UR HOl.IDA Y:
I S ATISFA CTI O N WITH
0 0 0 0 0 0
E..XCF.U .ENT
0 0 0 0 0 0
( iUO O
0 0 0 0 0 0 0
0 0 0 0 D 0
FA IR
0 0 0 0 0 0
POO R
0
VERY UKEL Y
0
l !NU KEI .Y
QUITE U KE I.Y
us
AG A IK?
0
67
Scenario 2
Handling a Complaint
Dealing with correspondence about an unsati sfactory holiday
Mr and Mrs Austin recently went to Turkey on a holiday organised by a company called Cheapside Tours, w hose Customer Relations Manager is Mr Massey. Unfortunately, they felt they had to complain about their holiday to the local representatives and to Mr Massey.
Here is a record of their correspondence. Read it and arrange the letters, memos and fa xes in chronological order.
B
Hotel Scimitar
WHITNEY
C H ANCERY LANE
Bodrum Tel: + 90 024 87394857 Fax : + 90 024 87394858 To: Customer Relati ons Dept., Cheapside Tours
~_m_ill ~
Mr G. Massey Manager Customer Relations Dept Cheapside Tours 345 Hall Lane London WC2 1Ef Dear Sirs,
Breach of contract c laim alf of Mr and Mrs J. Austin who have instructed us to We are acting on beh " th terms seek recovery for losses sustained through your failure to ~p,y. e and conditions relating to the purchase of a holiday advertised '~ your brochure GHEAPSIDE TOURS LTO in accordance with the requirements of
From: J . Austin, of 75, Silver Birch Lane, Newton, Essex, CM34 9 Fax no.: 90 024 87394858 Date:
Dear Sir/Madam Booking Reference No. 690202/593 .
We arrived last night at the Hotel Scimitar, having booked a VIlla room .
The villa room accommodation WClS basic, the floor was uncarpeted and dirty. Worse, water was dripping through a green stain on the bathroom ceiling and the bathroom stank. After mvch discussion with the staff (consisting entirely, it seems, of tra inees) we persuaded them on deposit of a cash sum .to ~1I0W' us to move into a sea-view room in the bUilding. This room IS SImple but barely adequate. , However it can never iustify the description if) your brochure of I~.'<u~ accomm~dJtion'. The air conditioning is broken (the temperature IS 40 C) and t he te levision does not work. The ro~m is. noisy with continUOUS mt/sic from the disco at night and the sWlmmmg pool by day.
the legisJation in force. The extent of oor client" s less is set out in the schedule below an~ we will be pleased to have your proposals for an amiable settlement within a week. Yours faithfully, , ','1' )'\; '
v") 'J~ \
(/~- .
We ha.ve tried man y times today to contad your local representatives but
C.j
to 110 avail.
We are treating this matter very 5er;ously and require you to move us to another hotel that matches the 5tatements in your brochure and to do so today. Would you please telephone
C. W. Whitney
Details of loss Expenses Telephone calls Facsimile transmissions Additional food costs at the Hamada Reom upgrade charge at the Scimitar Total
47 34 190 235
us on receipt of this fa x.
506
68
o c
Facsimile cover sheet To: Mary D., Mr Massey's secretary Company: Cheapside Tours
CHEAPSIDETOURS
"""" To: Mr
Fro~:
Massey, Manager Customer Relations Pamela Watson, Area Manager, Tu~key Re: HI and Mrs Austin Date:
Essex CM34 9AD Date pages including this cover page: Dear Mr Massey Further to our two faxes sent to you from Turkey at the beginning of August we note that you have not had the courtesy to contact us in any way. As you know this is a breach of the tour operator's code of conduct and we are referring it to ABTA and our solicitor.
Yours sincerely
Helena Leary has passed on a request to deal with the case of Mr and Mrs A'.lstin wi"!.o have been making life difficult for us. After having been moved to the Hamada they no.... find the catering inadeq~ate. I 've svoken to Patrice Visseyre, the food and beverage manager, who has done his best to cate= for their strict vegetarian habits. They are complaining that they have had to pay an ext ra $8 on the a la carte menu bue this is normal practice. They have instructed their bank not to honour the cheque which ....as made ou t when they transfe=red to the Hamada. They are now th~eatening legal action. In my opinion they do not have a leg to stand on. It is true that the air conditioning was not functioning but this was rectified shortly after their arrival and we have done everything we can to meet them halfway.
E
Hotel Hamada, Bodrum, Turkey
Fax: 90 024 Bb47382
MEHO
CHEAPSIDETOURS
To: Hr Massey, Manage~ Customer Relations From: Helena Leary , TOUr Representative, Bodr~~ Re: Mr and Mrs Austin Date: have ~ecently spoken with two irate clients who feel that the Hotel Scimitar is substandard. I have not been able to deal with the matter myself due to pressure of work but they were given a sea- view room after ~aking their initial complaint and have now been moved to the Hamada.
I
They have mentioned noise leve ls but this is the first time we've received any complaints. The vast majority o f guests seem to enjoy the nightlife when on holiday. As the H~~da is more expensive I asked them to make a payment of 50' of the excess rate. I've informed Pamela Watson, the Area Manager.
Ms Leary ~ould not be bothered to insped the Scimitar Holel despite its being only a five-minute walk (rom her offices. Nor would she supervise our transfer to the Hotel Hamdda.
Given this behaviour we were not surprised that your senior management faifed to telephone as promised by your seaetary The Hamada is marginally better than The Scimitar but the standard of service is poor. It ;5 certainly not 'a superbly appointed hotel, the perfed choice for discerning guests who seek deluxe comfort in a tranquil setting' as described so misleadingly in your brochure. I am about to fax my bank to stop the cheque which I was required to make out to cover the more expensive rates at The Hamada We have no intention of letting this matter drop until we have received full compensation for a ruined holiday in circumstances which at best are negligent and at worst fraudulent. Yours sincerely
yare the Managing Director of Cheapside Tours an~ ou . ' tation but. at the same time, anxious to malOtaln y.our repu t ff On the basis of the above . ou have confidence 10 your sa. y d 'de what to do next and then write to correspondence, eCI
the couple to tell them your decision.
69
Hotel
Facilities
Descrihing hotel facilities M aking and answering enqu iries Serting ra res
TOMMASO ZANZO TTO TALKS A BO UT HILT ON I N TER NATIONAL...
I-liS H OTJ:::lS: \Vhat is .lhsolutdy c ~H' nti<1 1 i,~ the cor (~ _
must be Iwrfc ct. Then \\ h,)t I i:xp ... t.1 of
J
,1
Preview
Work in groups and discuss these questions. a What do you expect from a good hotel?
b Which of these do you consider the most important?
w (,ll -
t'(luipp<,d roolll with all lb,: I'; l('i)ities ('xp('(kd h, tilt' t'U~t (>lll<'r. T h.lt hotd is til<' t"irde Jround th is
roum .~Udl .I S llh'd ing f,wilitie s, h.m(lu t't fa dlitit's, h,II' and rd.lXaTion
art'as which fo rm th l ' first eirel", .lround the ('orf' . W hat I ('xPt', t ;l n~T Tlut is the alllhk IK l', the (ItJ a lit~ o f ~ ef\'iu' and what [ t;all the
int,lngi hl c-s . Tlw t'w;tomn go,',~ from tho.' outside ring into th e l"rl'
price
facili t ies
service
location
h('t'allsc he (,xP"t"t.~ the co re tu Ill' thlTc . I du not think p ....Jpic ~t.lrt wilh the cor(: . They star t at til(' int.1ngibl<, ,lIlt l til<: ady.mT,lg' of Hilton is it dOt'S ha n~ ,111 int,mgibk I'klnl'nt around!llt" to n'.
Reading 1
2 Work with a partner. You are going to read about the organisation of two hotels, as described by thei r respective managing directors. Student A read the opinions of Tommaso Zanzotto, Chairman and Chi ef Executive of Hilton International on the right. Student B read the views of Rich ard Williams, General
STA I; F :
AttitlHk :1SS llm t'~ you hal(' the right tools Il l ,h ind YO!!. For in ~tJ.nc(',
thl'f(~ j)llJ~t he the right dwck- in sy~h~ m .'II rn.:c ptinn and roo l1l ,,,,' ]"\' il'<;;
:-0 tv
but not the only ingr..di t'nt. I st.lrted Ill )' ("art'c-r in a trd\d agl'ncy in
Milan \\h u l I \\".IS sl;\~'nt<:t"n . \Vlwll )U U go into the .Igc'n<;) ~o\l ljk e th,~
st,lll" 10 ;l~k how ru u ar.; t.' \~' n if they ha ll' :,lrrady d OIl t' tklt 1 SO timl' S
th nt
day bt.'C.HlM; it is ,1
tl-mlS
Th<.-n: is a prit'e for a product <Inti the ,'llsto nwr m ust pay that in ord ...'!"
~ (Ill1lior\
I will
miles w hil;h \'"i~ t all on'r tht, \lorld, sOlllr hody w ill par /01' tl1t'1ll
.l Ild it w ill not he th ~! sh,l rt,ho ldt'rs. Thl: {"()st wil l pa ss through thl'
~pkIll th rough di tferent pricing Jncd1.lni~m s . Tlwre is no sudl thing a~
,I frt T Ill IKh . Loyalty must IX' built 011 lrU l~ rc-Jations 1',1111('1" than the fad
Speaking 1
3 Discuss these questions with your partn er. a Where would you prefer to stay - at Sandy Lane or at one of the Hilton hotels? b What are your best and worst experiences at a hotel?
) tH l
fifth wedd ing anni\<"r.sMY. \Vhat \\ ,IS parti C"ulJrl ) good wa~ t h(~ Jrn].i,'nce .md th.; pk a~.)nt ,ntilLl<J" o rth<~ stall.
DISLI KES: Th.: hotds I <i l ) not like arc thl: OIl t'S \l ith no p,'rsol1.lli t)" (,r tla vour o r any thing J,)(",II . If tl11'rc an, ')m.~ hotels in ou r gl'o up
"hich Ill'ed to Illm'c .llong th.lt route II'(~ w ill do something. O N E WISH FO R T HE INDUSTRY: That gOI"<~ rnrn l' nt and soc iet~.
rt'dlistC tr.1\("] and tourism i~ ,~lI('h
,I
\)(' tJh' n into ".:rious planni ng ('onsidl' l".J.t ion ill ,Ill cou nt ries.
4D Hote l Facilities
Vocabulary 1
4 Which of these facilities would you expect to find in a deluxe hotel such as Sandy La ne or a Hilton Internatio na l hotel? Are there any you wou ld add to the list? Is this the same for all co untries?
trouser press cable television in room ornamental gardens li ve entertainment lift free garage space beauty salon tea/coffee-making faci lities air conditionin g DD telephone outdoor or indoor swimming pool disco flood li t tennis court sauna + jacuzzi gift shop newspapers
---
Language Focus
Adjectives and word order
Adjectives can be divided into a num ber of categories:
Qualitative: these adjectives identify a quality that someone or something possesses.
2 Classifying: these adjectives are used to classify the following noun. Classifying adjectives are not normally gradabJe. We cannot say entrance is separate or it isn't; a bed is a double or it isn't. 3 The normal order for adjectives is:
o qualitative e classify in g:
a small f urni shed apartment a special free offer 4 If there are more than two adjectives in a phrase, the order is: a pleasant rural setting a large double bed
o subjective opinion e qualifier (size, age, shape) ) colour e origin o what ki nd? w hat for? e head noun
an exq ui site M ing-dynasty porcelain
vase
5 Compound adjectives are formed by join ing two (or more) words w ith a hyphen: an up-market hotel self-contained accommodation well-appointed rooms
Practice
Put the words on the ri g ht into the co rrect order to complete these sentences. a We ate some b One of the guests stole o ur c In t he lobby there was a d The cook's look in g for a e ~ Each room has a local excellent dishes seafood pot antique silver pepper writing Flemish heavy sixteenth-century desk bowl large red salad plasti c red-and-white enormou s superb bedside Japanese lamp
2 Match the words below to make compound adj ectives. Th en add a suitable noun of your choice to each one. ai rseason wellm inute selftim e new audiocu t eq uipped lastpartbuilt contained visual conditioned price
011purposebrand-
3 Write a short descripti on to be included with each of these photographs in a leaflet publicis ing the hotel.
Speechwork
Stress in compound adjectives
GRAND-HOTEL
BERLIN
M~
05
If an adjective is used before a noun, the stress is usually placed on the lirst part 01 the adjective. Listen. a 'self-contained fl at on the seco nd part: a 'well-furnished lounge
Adams
44 Cypru s Street
London NI 1ST Dcar Mrs Adams We refer to your kin d kIter and thank you for your interest in the
But if the com pound adjective is used after a verb the stress is The flat is self-con'tained.
Where is the stress? Say these phrases and sentences. Then listen to the tape to check your pronunciation.
a much-travelled woman a new ly-wed couple a wo rld-famo us brand an easy-going atmosphere The bar is air-conditioned. The conference room is well-eq uipped. Th e furniture is old-fash ioned. The food is all home-made.
BERLIN.
Please do not hesittlle to con tact mc personally if you have any questions tance to you and \I,e would be ~'ery pleast."tl. or if "'e can bc of any assiS to welcome you at the GRAND HOTEL BERLIN in the near fUl ure Y ours ~ incerely.
Reading 2
6 Mrs Adams is planning to visit Berlin for the first time and
has written to four hotels asking for information. Here are the lour replies. Which hotel do you think she is most likely to be interested in? Give reasons for your choice.
Lindenbaum Hotel
Mrs Adams 44 Cyprus Street London N1 1ST England
Ttl n U l l ~J
f ". 27 12211 6
K;~r
Morgan Althaus Sa les Manager
Sehr geehrter Mrs Adams, ich freue mich, daB Sie unserem Haus so groBes Interesse entgegenbringen. Gern ubersende ich Ihnen unseren Hausprospekt. In der Hoffnung, Sie bald als Gast in unserem Haus begrOBen zu kOnnen. Mit freundlichen GrOBen,
Mrs Adams 44 Cyprus Street London Nl 1ST
I Goethe Hotel I
G" uhm,,,jlt 19,7. 107/3 B"Ii"7i:ltj,,,,; (030) 87 97 19 Fu: ( 030) 87 OJ}6
~~3o,JJ
Angela Badel Reservierung/Verkauf
Dear rvlrs Adams, Thank you very much for your interest snov.n in our hotel. Enclosed you w ill find our hotel brochure and the room rates, Inside the brochure you w ill find the restaurant, but this is closed, We do only serve drinks at the reception, You asked about other facilities sucn as litness room, conference halls ,md restaurants. But w e have none of these. We area middledass hotel w ith 40 rooms and vIe don't need these facilities. I am not sure, if you leally mean our hotel? Because your questions 1 001::. like you el<pected a first-class hotel. Arryway, I hope to w elcome you in our hotel, w ith kindest regards.
C I ,,,e,:tr
Q) Hotel Facilities
Writing 1
Describing hotel facilities
WC2 12X
Dear Sir/Madam,
2 December
The above-flam d' . . e JOstHute IS intending to h ld . on "The Secret Services of P (C . 0 Its forthcoming conference OS - ommumst Bum ". B . N ovember next year. pc In echo from 27-30
I would be grateful if you would let m k . .. e now whether h m a POSHlOn to host th' C' your oteJ would be . . . . I S conJcrence and provide m ' . .
1 look forward
10
(~5-'
David Murray
FREDERICK HOTEL
BANQUETING AND CONFERENCE FACILITIES
17 air-conditioned conference rooms (1400 7 seminar rooms single and double rooms and suites, all air-conditioned with en-suite facilities views over gardens/historic sites swimming pool. sauna 4 restaurants and bars multi-storey car park (240 cars) price for 100 delegates (full board + conference facilities)
m~)
x 3 days
DM72,OOO
73
Listening
Pricing policies
8 Work with a partner. At the beginning of this unit you read about two different hotels - Sandy lane and Hilton International. Discuss these questions.
a W hich do you think was the most expensive to stay in? Why? b Do you think t he price of a night's stay is the same for aJi
guests?
c How does a hotelier fix the price of a room?
09
Section 3 d If overseas tour operators cannot fill their all ocation, what does Nick do? Section 4
e What do British hoteliers do to maximise sales?
Vocabulary 2
10 At one pOint Nick uses the expression supply and demand. There are many fixed expressions in
English which have two words linked by and. The order is fixed - we cannot say ' demand and supply. Read these sentences and decide if the two words linked by and are in the right order.
a It takes us three months to negotiate all the terms and conditions. b The contract hadn't been signed so it was void and null. 9 I don't have all the figures and facts with me but we had an occupancy rate of about 90 per cent last June. h I have to get out of the city from time to time to get some quiet and peace. We have to keep the reception area looking neat and tidy or it creates a bad impression.
Every year the auditors check our profit and loss accounts.
4D Hotel Facilities
Speaking 2
Negotiating a group booking
11 Work with a partner. Student A looks after the business travel arrangements for an international organisation called ATLAS. Student B works in Reservations at the M aple Leaf Hotel. Student A read the text below. Student B turn to page 113. STUDENT A Read the information below and then phone your partner at the M aple Leaf Hotel to make a booking. Make notes. You w ant to book rooms at a ho tel for a co mpany meeting and trade prese ntation involv in g a nu mber of executives f rom yo ur
overseas subsid ia ries.
You have recently seen an ad ve rti sement for the Maple Leaf Hot el and are goin g to ph one the hotel t o make a boo kin g, prov ided th at the faciliti es meet yo ur ex pectations. In all, seve n members of staff w ill need accom mod ation for fi ve ni ghts f rom Monday 10 July. Three of them w ill be acco mpanied
by th eir w ives.
Yo u wil l also need t o book a co nference room , incl uding lunch, for twen ty-five people f or 11 and 12 July . Yo ur basic requirements are that: t he hotel should be close to public
transport.
th e rooms should be of a good
hi-tech.
The trade presentati on on 11-12 Ju ly is very importan t as ATLAS w ishes to show potential customers f rom all over th e wo rld t hat t he co mpa ny is successf ul and knows how to treat clien ts we ll. Yo u want t o know t he price of rooms, group di scounts, the charge fo r the hire of busi ness meeti ng faci liti es and the method of payment.
Writing 2
STUDENT A 12 Write a memo to your boss outlining what has been agreed with the M aple Leaf Hotel. STUDENT B Write a letter confirming the detai l s of the reselVation made by ATLAS.
75
Selecting
Locations
Assessing new ventures Promoting hotels
2
Prev iew
Work in groups and discuss this question. What factors does a hotel chain take into account when choosing a site?
3
Listening 1
2 Kelly Cooper, who works for Austral Tours, is at the World Travel Market in london and has stopped in front of a stand promoting holidays on the island of Tioman, Malaysia. Listen and take notes on accommodation and facilities. Use these headings:
Writing 1
3 After speaking to Ludwig Szeiler, Kelly Cooper sent a fax to the CEO of Austral Tours. Here is the beginning of the fax. Complete it.
FAX
To: Cathy Mays, CEO, Austral Tours From: Kelly Cooper Date: 07/11 No. of pages: 1 Subject: Tioman Dear Cathy,
This morning I met LS from Tioman Promotions. What they have to offer is as follows:
1:
El Selecting Locations
Speechwork
Pronunciation of the leiter;
4 Work with a partner. Decide if the letter i in each of the words below is pronounced I 01 I as in time, II I as in rich or I I: / as in key.
Put the words in the box into three columns (according to the pronunciation of the underlined sounds).
island franchise
prestige
massive
mini-bar
tropical
village
site
prestigious
sign
private
biplane heritage
Sri L anka
slgnature
skiing
0 5 Read this postcard aloud paying particular attention to the pronunciation of the underlined words.
Then listen and check your pronunciation.
Dear Joyce.
rm 5t:a)oing here on a minute tropical
island off the """% of Fyi.ltta""" ninety minutes to get here by biplane and i5""'Yremote. Peoplecome here for a few day!; to ..;,.; d""" and relax. It'. ""'Y hot ..;tIl ""'Y 1it;tJe ..;,.; or oI1ade to keep the temperature """'"- I spend most of my time 6tJnlnrthing.
"'Yevening they organise live mtertainment at the hotel which;5 very enjoyaf:M but I ~ldn't want to live here pmnan<ntly-there'. not/ling to
MsJoyceLee
91, Bognor Road Newtown
NT315SX
England
Speaking 1
London, an established tourist destination.
6 Work with a partner and discuss these questions. a Why d'o tourists want to go there?
b Where do they want to stay? c What factors do they take into consideration when booking a hotel?
7 Work with a partner. Look at these possible locations for a new hotel. Discuss the advantages and drawbacks of each site. Decide where you would build your new hotel in London. Then compare your ideas with others in the class.
77
Reading
8 Read this article about Docklands and answer these questions. a What are Dockl and s' stren gths and weakn esses for tourism development? b Wo uld yo u advise a hotel chain to in vest there? Why? Why not?
Our co mmuni cations links with the rest o f London are also good. We have the D oek lands Li ght Rail",:ay, buses ~nd , by nex t May, we will have completed our road programme when the Limehouse link is o pen ed . And the DLR. which now operates between Mondays and Frid ays, w ill open at weekends from next summer:'
Airport success
And, of course, there is London City A irport, which now has connections with seven major European cities, Its popularity is rapidly improving - but we Briti sh see m slow to rea li se its adv,mtages, as some 80 per cent of its passengers arc inbound. Prev ious criti cis ms that there are few shops, restaurants, pubs, wine bars and so on in the area are no longer valid , add s Sunny Crouch. "Terence Conran now has three restaurants on the south side and in the ne wer area there are at least twe ntyone shops, plus half a dozen pubs, restaurants and other places to eat and drink," she says. Furthermore. there are now more than 1,000 hote l beds in D oc kl a nds , including th e n ew Scan dic Crown a nd Internation a l Britannia hote ls. " Dock land s attracts over 500,000 visitors a year," say.s Sunny, "antl, in tourism terms, we have an important cluster of attractions . We are finding that visitors pick up the Docklands Light Rail way at Tower Bridge. take it ri ght through Dockland s to Island Gardens. then w alk through the foot tunnel to Greenwich and take the boat back. That way, they get the best possible view of what we have," The Docklands development story is far from over. "We ha ve plenty of land in the Roya l Do cks area and we are looking for touri smlIeisure type developments for this because we feel that in the present climate we don' t need any more office schemes," says S unny . " F o r exampl e. there is the London Dome project, to create a magniticent covered bowl for sporting eve nts, conferences, concerts and so on." Finance, it seem s. is almost in pl ace for this ambitiou s project - with the backers undeterre d b y the failur e of Olympia & York . developers of Canary Wharf, where, until it was temporarily closed follow in g an attempt to plant a bomb there, the tower (the tallest office building in Europe) was attracting 5,000-6.000 visitors every weekend, eager to see the unique panorama of London from its top fl oor.
" It is fascinating to show groups of overseas visitors, who have come to London w ith im ages of anc ie nt heritage and twditioll, somethin g: that is new an d modern. Canary Wharf, for example, i s prohably the wo rld 's lar ges t urban development project. "Docklands is an area that is dynamic . changing, as it ha s been over the centuries - and there is plenty for visitors to see. There is Tower Bridge , of course, with its walkways, and the new Desig n Museum on the south side of the river. On the north side, there is the Tower itself and St Katherine's dock.
Cf) Selecting
Locations
Vocabulary
Formal and informal language
9 In formal situations big and a lot of are often replaced with
Listening 2
11 The Far East Investment Group is looking at hotel investment opportunities in Lond on and has recently comm issioned a survey fro m Lewis, Dupont & Kruger, a fi rm of independ ent consultants for leisu re and tourism. Read the letter th at accompanied their findings.
other expressions. Choose words or phrases from the box to replace a lot.
For example: a lot of facilities = extens ive facilities
substantial
a great deal of
a wide range of
a b c d a lot a lot a lot a lot
widesRread
9 September
Choose words from the box to replace big. For example: a big bill = a hefty bill
Dear Mr Pang. We are pleased to present our study of the proposed FEI G hotel developrl'lent in London . As is customary w ith market studies of this nature. our findings are only valid for a limited period of time. The estimates are based on the most reliable evidence available at the present time. We look forward to presenting the study to you arranged at the Hilton Hotel on 27 September
i:lS
radical
spacious
handsome large-scale
c a big lobby
d a big profi t
10 Work with a partner. Which sentence in each pair would be more suitable f or a formal report? a You asked us to look into the id ea of putting some money
Yours sincerely,
into a hotel development. b We were asked to in vestigate the potential of investment in a hotel develo pm ent.
2 a Our preferred locati on is in dose proximity to Canary
/ ((!JJ!
'Jil I ~'7
Milton West
presenting their findings to a meeting of the FEIG and take notes based on these head ings.
4 a Demand has begu n to improve and increased reven ues are begin ning t o compe nsate for the Jean years. b Demand has begun to pick up and bi gger revenues are begin ning to make up for th e bad years . 5 a This section is about t he way we work ed out the f igu res, the things we took in to account and th e w ay we we nt about getting an approx im at e idea of profi ts in the f uture . b This section detai ls the calculations, assumptions and methodology w hich form the basis of estimated profit projections.
REASONS FOR CHOICE OF ARE . A COMMUNICATIONS PROPOSE[) SITE TYPE OF HOfEL FACILITIES DEM.AND PROF IL E
79
Language Focus
Conjunctions
Read this extract from the study you commissioned concerning the construction of a new hotel
in london. Note the way in which the underlined words are used.
In recent years, hotel development in central London has been hindered by restrictive planning policies, lack of suitable sites and high building costs. Howe ver, there is now growi ng pressure from hotel chains wishing to develop, and several sites have been earmarked for consideration. Furthermore, the British Tourist Authority has forecast a shortfall in hotel accommodation by the end of the decade. As a result, it is our opinion that the time is ripe to invest in the constmction of a 300 bedroom, three-star hotel to meet what is forecast to be a signiticant shortage of bed space.
Which of the underlined words: introduces a contrasting point of view? shows a consequence? introduces a new piece of informatio n?
Practice
Complete the extract using the following words: secondly wh ile first of all furthermore
as a result
on the contrary
yet however
hotels to offer extremely competiti ve tariffs and (a) ... ... make a profit? There are
a number of a nswers. (b) ... .. . , slIch hotels, all built on the same pre-fabricated model, can make savings in constructiun costs. (c) ....... by keeping staffing to a minimum, using automatic check-in and providing self-service breakfasts, there are economies to be made in operating costs. (d) ....... budget hotels have standardised furniture and fittings which can be bought cheaply in bulk.
(e) ..... ,
the market for budget hotels includes many people with limited financial means such as
low-income families, retired people or touring sports teams. The growth of budget hotels has been the cause of some co ncern in the hotel market as many traditional one- and two-star establi shments are unable to compete. (f) ... ... , thi s concern is probably unjustified . Budget hotels have an educational role to play in introducing new sections of the popUlation to the habit of stay ing in a hotel. And (g) ...... budget hotels will continue to inlluence the market place and possibly take some custom away, qua lity hotels offering a high leve l of service sho uld not see these "competitors" as a threat but, (h) ....... as an opportunity to expand the hotel-staying public.
e
Speaking 2
12 Work in two groups: A and B. Group A works for The New Londo n Hotels chain. Group B works for Peake, Jones and O' Hara Investment Bank. Th e New london Hotels chain wo uld like Peake, Jones
and O ' Hara Investment Bank to invest in their projected new hotel in Docklands . Both sides have agreed to meet to discuss the viabi lity of the project. c
Selecting L ocations
b W hy does the hotel need such a large restaurant? How soon w ill they achieve a satisfactory room occupancy
rate?
d How do they hope to pay for the mainten ance of the health
dub facilities?
20
o
Snson
low So!ll,.;on Mid ~_ High s..~n 1 Nov-3 1 Ma. 1 Aptil - lOJ"n" lJ ul~-310c1 Annu.. l br.ilk_n irot .. lS%
23123
12
Restaurant
The plan is to develop special eve nts banqueting facili ties for local (,:orporate entertaining. The restaurant will be partitioned and partiall y closed when
not in full use.
~
250
~200
g
~
150
100 50
o +-.,-~~~-~
= 150,000 PER
YEAR.
Membership
single
joint
fam il)'
50
25 185,000
22
155,750
Writing 2
15 W ri te a report outlining t he decisions made at the meeting betwee n The New London Hotels chain and Peake, Jones and O'Hara.
Follow-up
16 Work in
groups. You work for
been asked to look at t he hotel investment opportun ities in your area. Discuss:
about your hotel for the local paper. W ri te and tape a radio commercial for your hotel. Write a report on new hotel investment opportunities in t he area.
a where it wo uld be feasible to bu ild a new hotel. b what kind of establishment it wo uld be (category. number of rooms, etc.'. c its faciliti es. d you r anticipated cl ien tele. e how you would advertise and promote the hotel.
81
Thing s
to Do
Giving tourist advice on loca l attractions and events
(,' Ii NAP }[
/
--(-- ...
j I
--------------1
ld
l
.,'
r~f~
Preview
l ook at the map and discuss w hat visitors to Portsmouth, New
Hampshire in the USA can do there.
,
./
Reading
2 Read these extracts from a guide to leisure pursuits in New Hampshire
and choose one of the places in the box to complete each gap in the
text. Note that there are more places li sted than gaps.
, ,. . . ._._._.-..-
7 Water Country
8 Harbor Cruise
G) Things to Do
Vocabulary ,
ding in -mg
Words en
these activities?
'-.:.. , hands-on activi'I's Ie ' a 4 I g attractions -, e activities and amusing Ihink 0. f so n Ih e passa e we re d d of excitmg me mor t haI you cau Id describe as rtner an . I Work wilh a pa " d exhilarating, , ming pOD , . g entertammg an d swim in a sWIm p
~o
'" " " 0"' .tennis.. . .an .",,," relaXin court 'B. 5 We ct . .. .,,",.,
tfcootball camp
roo '""
volleyball
rink
track
, , , n Cenlre, WrIting local Tourist Informallo our area, Design a leaflel for ~ whal visilors can do In y
. . formation on.
Incl ude In
'
museums, art galleries, . m tu ral beauty or h"storic I Interes . f outstanding na places 0 .. nd facilities. local amenities a
eating out.
83
Speechwork
0 7 listen to the message which has been recorded on an answerphone. Is it easy to understand? If not, why not? 0 8 Now read the text of the message and place a line where you thin k the speaker
(I)
should pause, and underline any words you think should be stressed. Then listen to
Thank you for calling SELEKTABED hotel reserva tions. Unfortunately. no one is available the moment. Please note that office hours are 9 open from 9.45
to 5.30. On Saturdays we are open from 9 o'clock in the morning to 1 o'clock in the afternoon.
If you would like information on hotel availability outside office hours you can ca ll 0891 211402.
For reservations, please call us during office hours. Thank yo u.
Speaking 1
Answerphone messages
9 Work in groups. You work for a local Tourist Information
Centre. Your manager has as ked you to write an answerphone message for when the office is closed. He wants the message to include general information about the office and he would also like it to be possible to contact ou tof-hours call ers the next day. Decide what information you will need to give and how you will ask for the information you require. Write th e message and practise reading it aloud. Then record it on to a cassette and play it to the rest of the group. As you listen to each message, make notes on the information and instructions given. Which message (other than your own!) did you find the clearest?
G) Things to Do
Language Focus
Conditionals
Which of the following conditional sentences: a describe a usual state of affairs?
12 If you want a cheaper place to stay, you'd be better off at the Dolphin Hotel. 13 If you hadn't made the booking in advance, you'd be w ithout a bed for the night. 14 If they hadn't created the proper infrastructure beforehand, they wouldn't be hosting the next Olympics. 15 I'd be grateful if you cou ld fill in this questionnaire before you go.
2 To sum up, which ofthese is correct? a In English there are strict rules for the sequence of tenses in cond itional clauses and main clauses. b The sequence of tenses is not absolutely fixed and depends on what you want to say. e You can use any sequence of tenses in cond itional clauses and main clauses.
describe situations wh ich are unlikely or impossible? 1 If you buy a travel pass, you pay less. 2 If you go to the Natural History Museum, you 'll be able to see the special exhibition on dinosaurs.
3 If I were you, I'd avoid the crowded areas.
4 If you had a car, you'd be able to visit the safari park. 5 If you'd been here last week, you'd have seen the carnival.
6 If I'd known you wanted a theatre ticket, I'd have got one for you. 7 If you have enough time, you might want to visit the old mill. 8 If you're looking for something really exciting, you should go to the Museum of Horror and Torture.
9 Should you have any problems, please let me know. 10 If you'd like me to phone them, I'll do it for you now . 11 If you'll just fill in th is registration form, I'll make the booking for you.
Practice
Fill in the gaps appropriately. There may be more than one possible answer. a If you . .... modern art, you.
h There shouldn't be any difficulty getting to Gbteborg ...... that the ferries run to schedule.
If you ...... now, you .... .. there before the match starts but I doubt if you ...... time. If yo u ...... stay for more than a week , you . .... better off getting a cheap rail pass. 2 If you were the mayor of your town/city what would you do to make the place more attractive to tourists? If it did become more attractive, how would you control the extra influx of people?
85
Listening
010 Listen to a conversation
recorded in a tourist office in Venice
Venice
~4eI("1>
REFERS TO
-- ....
expensive reasonable
amaz ing
} }
}
places to stay
transpo rt
building g uidebook
useful
good recomme nded
restaurant
meal
out-of-this-world
Speaking 2
11 There is a Portsmouth in New Hampshire, USA, and there is a Portsmouth in Hampshire, England. Work with a partner. Take turns to be tourist information clerks. Student A look at t he map and information below. Student B turn to page 114.
STUDENT A
You are a tourist information clerk in Portsmouth, Hampsh ire, England. Read the information here and on page 87. Note the important pOints. Then answer your partner's questions. He/S he is a tourist.
Isle of Wight
A
T H E MARY ROSE
HMS VICTORY
Henry VIII';; Mary Ros<:: sank in 1545 and was mise<! in 1982 - over 20,000 a rtifacts reeoyc rcd - hull ref.lored and conscn 'cd
T HE ROYA L NAVY M U S E UM tells the sto ry of the sailors who manned Ihese sh i p~ through the ccnluri e:; - the latc.st aircraft carriers and miSSile-carrying dcstroyers - Th~ Museum is open daily. etccpt Christmas Day
4i) Things to Do
Full-size reconstruction of Iguanadon (our local dinosaur) Riverbank scene and audi o-v isual di splays From May to September see British and Europ~an butterfl ies fl yi ng free
Opening times:
April - October 10.00 a.m. - 5.30 p.m. Nove mber - March 10 .00 am - 4.30 p. lll. Closed 24 - 26 December
~U CKLER'S do/p' eA
18th l.:l'lItury vilJage on banks of B -, 1
R D I'.
Recrearld as 18th C
.
T ransporr b
fi
Ask t he tourist informat io n clerk if he /she can suggest things to do during the day and eve nin g in Portsmouth. You have heard that you can see w hales off the New Hampshire coast. Ask if this is right. Ask if there are any good restaurants in Portsmouth, or must you make do wi th hamburgers till yo u return home to Italy?
87
Marketing
the Past
Guid ing to uri sts rou nd p laces of interest
Preview
Work in groups and discuss these questions. a When was the last time you visited a museum? b What did you see there? c How was it displayed? d Why do we keep things from the past in museums? e What is the role of a museum in society today?
2
Reading
2 Read the introduction from a guidebook to the Louvre and answer these questions.
a What was the aim of the Grand Louvre project> b What was it that made people ve ry angry? c What is the pu rpose of a museum according to leah M ing Pei?
_1iIiiii~ 3
03
Listening "1
Listen to an expert talking about the reconstruction of the Neues Museum in Berlin and answer these questions.
04
Work with a partner and discuss how a museum can encourage visitors to keep coming back. Then listen to how the Neues museum intends to deal with tourists, and answer these questions.
a How does the museum intend to encourage the frequent visitor? b What wi ll the museum do for the groups on a thirty-minute tour? c How will th is help the individual vis itor?
d According to the speaker what are the disadvantages of museums li ke the Louvre?
Do you agree with the speaker's view of how a museum should be organised? Gfve your reaso ns.
HE DECISION TO tum the Louvre into the world's biggest museum was taken in the autumn of 198 1 by the French President Franc:;ois Mitterand. The challenge lay in turning what was basically a nineteenth-century museum into a modern mu seum equipped to handle the ever-growing number of people anx ious to see and learn ab out art. The first step towards creat ing the "Grand Louv re" was to create more exhibition space and to reorganise the collections, so that works could be presented both more logically and with more breathing space. According to a number of experts the most rational way to reorganise the mu se um wa s to use the area beneath the courtyard it se lf. This is just what the Ch in ese-Amer ica n architect leah Ming Pei decided to do. He had been named to design the project, without a prior competition being held, in March 1983. The architect's choi ce of a 71-foot high pyramid, albeit of glass, created a storm of protest. Many believed that this hi storic site was already "saturated with architectural ~ty le s .. ." I.M. Pei, who designed the striking East Wi ng at \Vashington's National Gallery, wanted to turn this historic palace into a modern museum . He wa nted to create something ali ve and welcoming, without destroying the history of the place, and he s uccee ded in persuading the a uthori ties to accept his transparent. reflecting prism. Pei is convi nced th at museums shou ld playa role in educating the public. With competiti on from so many other f{mn s of recreation, mu seu ms must be in vitin g enough for people to want to spend the day there. At the same time, the architecture mu st be functional, so that museums can offer bener service in more comfmtable surroundin gs. Even more important, mu seums should not on ly be a place to see art but, thanks to their arch itectural quality , should be an aesthetic experience in themselves.
Speaking 1
5 Work in groups. Describe your favourite museum or art gallery to your group. Tell them:
w hy you like it. how the museum attracts tourists.
how it copes with large groups. how the archi tecture of the building is used to show off the exhibits.
Vocabulary
6 The guides at both the louvre and the Neues Museum need specialised vocabu lary to describe the artefacts.
Work w ith a partner. Put t hese words into logical sets. Give each set a title. Add three words to each set. Which sets would a guide describing Ancient Egyptian exhibits in the Neues Museum need? Which sets would a gUide in the National Gallery in london need?
arch
gateway coronet
mosaic
necklace
shield
fresco
statue
spire
mural
bronze
cloak
gold
helmet copper
chariot
carving
bracelet
Writing 1
Descriptions of artefacts 7 Use the words in the box to comp lete this short description of the bust of Nefertiti.
The bust 01 Nelertiti. Look al the taunless symmelricallace enhanced by make-up lastelully applied to brows, .
neck crown
lips graceful
flowered
When you visit a muse um , monument or art gallery it is a good idea to pick up leaflets, or buy the guidebook, in you r own language and in English. Th en you can study the quality of the translations (they're not always good !) and also learn any new vocabulary.
b a
Christi na of Denmark by Hans Holbein the younger (1538) Lord John and lord Renard Stuart by Anthony van Dyke (1638) M adame M oites Sier by Ingres (1856)
89
Listening 2
9 listen to the guide describing artefacts in the Pergamon Museum. As you listen find Athena. Zeus and Al kyo neus in
Speechwork
Pausing and stress
11 Why is the speaker in listening 2 easy to understand? li sten to another part of hi s tour and mark where he pauses. M ark a short pause with I and a long pause with /1 .
Now let's follow the path of the gods and walk up the processional avenue towards the great gate ahead of you. Remember as you go past these lions that they were not only admired as wild, noble and free animals but that they also represented Ish tar, the goddess of love, the sky and of war. Ishtar was the patron goddess of the Babylonian army and the enormous ga teway that you are now approaching was named after her. The original decorations revealed much about the
religious life of the city. They showed that the avenue was decorated during the time of King Nebuchadnezzar II to mark the path of tile annual new year procession when statues of the gods were carried with great ceremony from a speci al banqueting house to tile main temple of the city. As the gods were believed actually to inhabit these statu es it was very important that whatever they saw should please them and so a great d ea l of effort was lavished on this processional avenue.
New information is announced by a change in the pitch of th e voice. look at the follow ing excerpt from a guided tour of Prague. Mark your own pauses I and draw an arrow above th e words where the pitch rises . Practise saying the excerpt aloud. If possible, record yourself. Then compare your voice patterns
G06d morning, ladies and gen tlemen. ~ name is Teresa. Lft me first welcome you to our tour of The Kralovska Cesta or Royal Mile. This was the route which was taken by the Kings and Queens of Bohemia on their way to coronations or to festivities in Prague. We start here at the Powder Tower. It is so~ca"ed because it served as a gunpowder store in th e seve nteenth and eighteenth centuries. It had originally been a tower of the town palace during the Middle Ages. Let us now w alk through the
archway and into Celetna street which is named after the bread - the ca lt - that was baked here in the Middle Ages. On your left is the old mint where Bohemian groschen and ducats were coined. A little furth er down we will pass two houses that are part of Charles University, w hich was founded in 1348. It's the oldest university in Central Europe. Now we enter the Old Town Square. In the centre you can see a memorial to Jan Huss, the reformer.
Language Focus
Relative clauses
The Rosetta stone, which was found in 1799. enabled Champollion to decipher the hieroglyp hics. ("w hich was found in 1799" is extra information - it does not define the Rose tta sto ne, "That " is not possib le in a nondefining relative cl ause.) 3 Which of these is defining and which is non-defining? How do
you
know?
a The Greek goddess w ho represented war was called Athena, b King Charles IV , w ho was a Czech king and built t he famous Charles Bridge in Prague. must have been a good military command er.
Practice
Make sentences with these words . You will have
.,," de..te5~
IT]
Ol ~
T","
circa 13BQIG~llc
m1in
rr.uroi$l1)uilt rnfm
p:l1cr of Chllries
end
boroque fo~es
~
Th e Little Square!
Renaissan~e
founT!li~:;ve bes'
@]
SG'u ore of tile
~i~1m: ~f th ~
W4ter in town
c;",,;
v'e"r\s cf R ~Il.
O'dTa\II-ll Ha:V
rn
AD 141Cl'
every hour
Hirrt
91
Writing 2
13 You work as the local representative for Skyways Holidays in Sorrento. Italy.
JOIn us 011
Scenic
VtfWS
11.Dpt~
Lllnch al a $mll[riJlkfliJ
Afternoon in {he
fTldJ-niflCtlll luwlJSana
In
!he htf6
}
Pmo l'OTto
!1aml iJllhf cascades alit/.Joulllilll/s. F.,clax In. lhc cool (jfress iWel/tllS. P(farl 8 a17. - Relllm 6.')0,,,, IB ,DDd) ltre See VtJ:i alluq/lOn!_, lidtls
Speaking 2
14 Work in two groups. Group A look at the text below. Group B turn to page 115. GROUP A You work as tour guides at the conference centre in Graz. Austria.You have been asked to plan a two-hour walk round Graz. Read your information. Plan your route. Prepare your talk. Give your talk to someone in Group B.
'/""
'1 . R I'3r,""age
iii Church
Worl d
t>""'/t IIf- 99
the
I~ . CochedrnL- a th_-ba.::led ....lIII!!!:- cat7>ed rnl ln the Go fi-loe >t:l /e/ Jl'-;I[!I~"
pa lace
sear
tne locust.s
, . Resionul A"""a L - worlds Ia.t'l:Je 51;historicaL armou"d / 30, 000+ harnesses a.nd wea.pons ~ 1 61+ n"' C""b~
cowl::yord s...rrou.nded b j
Follow-up
15 Collect information about your local area and design a guided tour for a group offoreign students
visiting your town. Or choose a museum you would like to visit and give a talk on one of its exhibits.
93
Business
Preview
Work with a partner and discuss these questions. a How are business travellers di fferent from other travellers? b How can an ai rline cater for their special needs?
Travel
Reading
2 Read this article from the business travel section of a British news paper and answer these questions.
a What is it that airli nes cannot " have both ways"? b How easy is it to get an upgrade? c Why w ill it " count as no~ght " if a t raveller is weari ng jeans an d a T-shirt? d How can a busi ness travel agen t help? e How could a bu siness person try to get on the 7 p.m. Concorde fl ight from London to New York? Why should a business trave ll er try to si t next to noisy chi ldren?
On th e ve ry compet iti ve tran satl anti c rou tes, however, il is a different story. Both US and British carriers - and certain European ones - are keen to w in
busine ~s.
cabins up front are full of bona fide full -fare pay ing lravellers.
But when the cheapest economy ticket price on the transat lantic route is between nine and te n times
cheaper th a n for a business c lass ti c ket , many
executives have no o ption but to fly economy and
hope for an upgrade. Some carriers are known for their s tring e nt approach to upgrading. Most Far Eastern carriers,
such as Singapore and Malaysian Airlines, are loath to
comfort th ey pro vide, upgrades to bus iness class flights are more status sy mbols than of real practical benefit on short-h op European fli g ht s. So w hat strategy should the savvy business traveller adopt? A seven-point programme co uld be:
1. Dress smartly - the single most important rule.
e Business Travel
trainers
~md
tracks uit
economy. But w hatever else you may have going for you at the check- in it wi ll count as nought jf you are wearing j eans and a T- shir t. For men thi s means weari ng at least a jacket and tie at the check-in . For women, a smart suit or dress is required. Once you are on the plane w ith your upgrade it does not matter what you wea r.
2. Join a frequent-fl yer programme. This is the
that offer effective upgrades. Airline Ticket Network (0800 727747) can often find business class !lights at
the same price as you would pay economy on another
airline, thou gh you may ha ve to fly Air India or Iceland Air. If your company will pay for first class travel but
nor the supp lement for Concorde, try A ir France Concorde instead: the fare is equivalent to SA 's fIrst
simple st and most painless way to get an upgrade. US carriers. saddled w ith many millions of unclaimed mileage points, are happy to let yo u use some of them on an upgrade. BA always g ives fi rst upgrade priority
class price, although you have to fly to Paris (!light included) to catch the supersonic jet. 5. Check in late. Experienced users of this system
arrive just wi thin the all owed check- in time in the
BA 's 6.3 0 p.m. daily flight to New York from Heathrow Terminal 4 on the possibility that they may get onto the 7 p.m. Concorde fl ight.
6. Be confide nt. Those executives arrivin g at the
Airlines which meant that all United fli ghts booked through the travel a genc y were automatica ll y upgraded. It is worth checking with yo ur business
trave l agent to see if any similar deals are in the
check-in desk brimming with conlidence will often give the aura that they s hould be upgraded.
Unfortunately for women, this is more of a sex ist male
ploy to predominantly female check-in staff. 7. Keep trying. Even if you fail to be upgraded at the check-in, the savvy traveller knows that all is not
lost. It helps sometimes to be seated next to noisy children in economy. Get out some work or, better
offing.
Booking through a big agency. moreo ver, should g ive yo u a bett e r cha nce. Gi ve n the vo lume of business that the multiple travel agenc ies place w ith
the airlines, th e n they arc usually wi llin g to g ive
still , a portable computer and look busy. Then, while people are still being seated, ask a flight attendant if
you can speak to the senior steward or purser. If you
a utomat ic, th e n clients wo uld always book the cheapest flights. 4. Shop around . With or without the help of a
3 Work with a partner and discuss this question. What advice can you now give to a bus iness traveller who wishes to fly in comfort without having to pay for it?
Speaking 1
4 Work with a partner. Role play this situation. Student A works as a check-in clerk for an international airline. Student B is an econom y class passenger. Student B would like an upgrade to business class .
95
Speech work
Sound and spelling
4 Some words have silent letters -letters which are not pronounced. For example: g arantee
I 9""I';)ntl: I
How are these words pronounced? Say them aloud. Then I islen and check. exhibition gUide flight registered sovereign
receipt
debt
vehicle
buoyant
subtle
half
foreign
5 Some words are pronounced in different ways even though they are spell the same. look at these pairs of sentences. Where is the stress in the words in italics? How would you say them?
1 a He was
presented with
present.
b The highest temperature was recorded yesterday in London. 3 a Please allow me to introduce my business associate, Mr Riley_ b Our company does not like us to
associate
4 a Immigration officers refuse adm ission to anyone travelling w ithout a passport. b All refuse must be put in the bins. 5 a The bank agreed to transfer f1.4m from the tour operators' New York account to their bank in Switzerland. b The transfer from the airport to the hotel w ill take fifty minutes. listen and check your pronunciation. Then practise saying the sentences.
Language Focus
Possibility and certainty
There are many ways of indicating how sure we fee l about an event. For examp le. we use modals to make predictions of varying degrees of certainty. Read these sentences and match
b c d e
He must have got there by now. He should have got there by now.
He could have got t here by now.
1 a possibility
2 a certainty
3 an expectation
2 We also use phrases to express degrees of probability and certainty. Most of these sentences contain will but the degree of certainty is determined by the words printed in italics . How certain
do you think these statements are? Give each sentence a % score. 0 % ;;;; impossible; 100%
= certain.
d In all likelihood, you' ll get an upgrade if you book through a business travel agent.
e It's just possible that we' ll make a profit next year.
D D D D D D D D
i j
There 's a slight chance that the project will attract more foreign investment. There's a distinct possibility that the air traffic controllers' dispute w ill be settled soon. k There's little likelihood of t heir allowing us to hire extra coaches. Th ey're bound to increase their prices next year to allow for infl ation at the very least.
D D D
Practice
For each of the sentences below, write two sentences wh ich keep the original meaning. Use th e words in capitals in each sentence. The first one has been done for you.
b I hard ly think she' ll want to hang around for a stand -by f light.
DOUBT LI KE LIH OOD c I'm sure they've left by now otherwise t hey'd have answered t he phone. M UST BOUND d It's impossible for them to have arrived - they only left an hour ago and it takes at least two hours, if there's no t raffic! CAN'T WAY e If we' re lucky, we may well be able to charter an ai rcraft for an early morning flight. POSSIBILITY JU ST
97
07
Listening
You will hear Agnes Johnson talking about how they promote The Manor Hotel as a business venue and conference centre.
Decide jf these statements are true or false.
a The Manor uses the services of over 500 conference agenc ies. b The stand ard rate of com mission is 8 per cent. e The age ncy always takes the dient to visit the hotel.
9 The sales staff are authorised to negotiate conference rates. h The local Shakespeare festival is popu lar with delegates.
Vocabulary
8 look at this meeting room in The Manor Hotel.
Match the words in the box with the objects in the room.
flip chart
pc
plug podium pO inter remote co ntrol
screen
LAN
lectern marker pens
OHP
4 Business Travel
Speaking 2
9 Work with a partner. Student A look at the text bel Student B tum to page 115. ow. STUDENT A
YO~ work f~r A lbatross En gi neering pic and have been aske to fin d a sUitable local venue for a full-da ' d I Y sem in ar. Professor Markowitz w ill b .. . e giVing a ect ure on new techniques ,n
D ay delegate rate:
57
includes coffee, lunch, afternoon tca, cordials, conference equipment and room hi re - minimum 25 peopl e
24-hour residentiaJ
rate:
169
inclusive of mid-morning coffee, lunch, teas, cordials, room hire, conference equipmenr, Jinner, deluxe
e . In . the mornin g. and th is wi ll be follow ed bIect neal eng'Ineermg y yo ur annual general meeting in the afte rn
Yo . I oon. u require a ecture theatre for fifty people Ring Th M Hotel and find out w hat t hey have to offer. . e anor
our
Writing
10 You. work for an international hotel and have recent! . . Senior Management Team. Work' . y received thiS memo from a member of the G h In groups and bramstorm you .d h ra am Whittaker's request. r leas, t en write your response to
Graham Whittaker Marketing Dept. 11 October Circular letter promoting business travel
As you know, last year saw increased competition from within the trade and we feel that the time is ripe to look at some fresh ideas in an attempt to capture a larger market share than we have so far been able to do. I would be grateful if you would draft a convincing letter which can be mailed to the managing directors and business travel managers of organisations likely to be interested in offering travel as a means of motivating and rewarding their staff. Would you please: include information about the kind of facilities we are able to provide outline a package we can market include itinerary, special events and attractions state why our area is th e ideal place for them to come.
99
Scenario 3
Organising Excursions
O rganising an excursion p rogramme
Work with a partner. You both work as resort representatives
for the same tour operator. Your teacher will tell you which
Shopping
The :Irea is known for its loc~l blue crystal and distinctive ceramics. The main sho pping centre is in the Glasshouse Centre, a pedestrianised area where you can __ g("e?tt" ~ . find stores of international renown. N O COtvlYJ1 l5Sron There also are many soU\'enir shop~ -Fr-iendly, and around the Old Tow n Square. hefpFu f ow~s
one.
STUDENT A: Yo u are th e new resident Resort Representative
in Lakesburgh , a thriving cosmopolitan city on the shores of Lake A urora. Thi s is yo ur first job. You we re appointed last night when the local rep suddenly reSigned to go and w ork for a rival operator.
STUDENT B: You are the new Tour Representative in Lakesburgh, a thriving cosmopolitan city on the shores of
Lake Aurora. You have just arrived in the resort, a few hours ahead of the tourists. This is the first time yo u have been
there.
Today is the first day of th e holiday season .
"*,THE ARCADE -fh . for (.II/your po/lery and g/(.ISl ~ ..art.' ~~ 5~ In: get" . . eXna ' 0 com. GiftsJotal/ fh( fiumly. good selac..tian 54, O ld T own Square ::::--------. ______ pricey !!fCRYSTAL'S GLASS FACTORY Guided tours NB: eo"ect vauchet'5 + Fret ntlranu ?f IVE m all 9uesfs.
"*'
Your company specialises in short city-break holid ays, twoand three- night stays. The brochure promises a full optional excursion programme with evening activities. Your first plane-load of package tourists arrives this evening at 6 p.m. local time. Th ey w ill be stayin g from tonight, Friday, to Monday mornin g on half board. Bef ore 6 p.m. yo u must both find out w hat there is to do. Yo u w ill need to know times, prices and discounts for your clients. You w ill be interested in any commission yo u can get for yo urselves , since yo ur pay is not very good . The previous reps left yo u a tourist guide in the hotel w hich they have annotated w ith their comments. Look at the gUide togeth er and design the itinerary. 2 You would lik e to be able to repeat this itin erary weekly throughout t he seaso n. Approximately how much commission w ill you rece ive if thirty people go on most of your excursions? 3 Compare your itinerary and your commiss ion leve ls w ith other tour operato r represen tatives .
Factot), sMp VOUCHER.S == 5"/ .. d lScoul'tr on 28, The E spla nade price. ~ fh~
marked
-*THE CERAMIC GROTTO = IS '}'o ~,.,.,rn/SS lon -to ME (' ... mr al/d 'l.Cl.ltrh your gifts .f/in into shape. Gptn daily 10-5. 73 , New Crescent WoJ"ftt
ch",ttiM9 lAp
Restaurants
!JO In
CJCCasianatty
-c9iver"ep?pocI..pr"esem-s
THE ARPEGGIO traditional cuisine in pl<asant - - nice place, gd. 5~o Corn. surroundings table d'hOtrfrom 10.00 per hrad
98, The E splanade tel : 876 439 8876
mod
/"
2...Ct"/0 Com.
THE LEMON TREE guiridon s(r'fJiu it la carte p om .10.00 per IJ/!hd 19, Circus Road ,,10192 8347459 HAMBURGER PALACE
Amrrican nflpllrtlnf apm 11.ooo. m.-12 a.m. 10, The E splanade td: 129 4857694 Se[ meal: { 12.50
100
Bars
THE CAPTA IN'S T AB LE o Th F - 1 d 15% com . ,04, e .sp ,n, e ~ bad-rempe.t"ed landlordTHE JOLLY ROGER hafes -!mArisfs
784, The Esplanade
,.- 9
v. rriehdly
L'
/
HADRIAN'S CASTLE
JOlltt lllmierolightly all seats .(12
lo'}'." Com.
"-- gd. plac.e 10 end
of 12- 24-
an evenin9
. . .'
.,= , L---i
open nightly
9 p.m.-3 '.m.
10.00 per person
Iiv.eJy
10% Com.
.
IYea be.l""-e 10
911'"/., ge-t In
Sightseeing
IMPERIAL PALA CE AUTO COLLECTION
JPwal tnta~sl ar: n duploy at 5.00 53, Aurora Boulevard
01Jt'T.2CX:Qntiq;;;;~Q1/d
tbissp~((ac/llaralitomohj{~((;lIntion -
10% Com.
\
coupl e - - on ly
Optm nightly
20 per person
accom pan y
THE GOLDEN WHEEL CAS I NO hiacl. tie uplional - V upmarket8 p.m.-4 a.m. no Corn. ( THE SIL VER SWOR D CASINO
open 12 p.m.-3 a.m. -..,
WORLD OF RECORDS MUS EUM Su IIx amazing vidl'os, lift-siud ' - V. pop. r~plic(li, uniqm: displap lhal 'Will ""0 COrn. l! mlnlain lIN who/~familyfor helln. 50/ 0 c:liscolAf1t on 7.50 gps of 15 + 79, Lakesburgh St. HERITAGE MUSEUM" County history nlUJl'um with new, pal'"fully ~xhibilS, r~S/'Jrl'd bisloric open J/ructuru and ghosl lO'Wnl 20% COm. 10.00 435, The Mall NATIO NA L ART MUSEUM
H Ollw Ihru gall~rin, (hanging
.nin . si"okes 5
ours
gps of :10"
Walking tours of old town: __ sfurdy visit this picturesque quarter with medieval houses and cobbled streets. l~O /
,..-";) , 0
sh
I DeS.
25% Cowl.
Tours d~part ewry ro.W hoUri from 10.00 a.m. to 4.00 p.m. ___ .3.50 per person
Hourly boat trips on la/:.e: 2.50 per person.
cam. on 2 p .'m .
V.
pop.
\!. Inl-eres-h~
,_
Snaps
an cares
Ol'1 r ....lu
DISCOVERY CHlLDREN'S MUSEUM duiglleJfor hands-on, ;nll'radive. ' - V1eed +0 book flU! learning aboull/x orIs, _ of scnOO( Dar~es uiel1us and hUll/ani/in. r _. -r, no com .! 6.00
+u.1I
(
easy on Feet 6%eom .
beaufiful Views
GO VERNOR'S PALACE _ A harDiJIIl' maJt"pi~u housing 18th II) 19th unlury watercololln 750
sfut:'f'y !
101
o Types of Holiday
16
Writing
(p"gc II)
You work for a travel agency which belongs to a group called Europa Tours. You have received a letter from a potential customer. This extract from your catalogue shows the kinds of things you have to offer. Write a suitable personalised reply and send it back. If necessary. refer to the Writing tips
on page 11.
12 days
Monday Friday
EiffeL TO"ller
if) 1>o..r'is
Ret urn
r 0 0111 S
No overnight travel.
ChQ:teQU at;
C(ll"ca~50W\f\e
Grasse
102
f) A Career in Tourism
Reading
6 STUDENT B Tell your partner what recommendation s "The Write Way
(page 13)
Speaking 2
17 STUDENT B
ipagc l 7J
Work in a group. You are recruiting employees for one of the posts described on page 15 (your teacher will tell you which one). Write a short profile of what you expect a good applicant to be and prepare a list of questions to ask the candidates you have short-listed. Make notes under these head ings:
Which of the fifteen pOints (a-o) in exercise 5 (page 13) are mentioned in the article?
j ob. But th e re is a bi g gap be twee n the number of vacancies filled and those advert ised. So writing on spec. to employers can often be a good idea. The object is to get the employer to see you - no more, because the best you can hope for frolll such an approach is an interv iew. Asking straight out for a job is fam1 because it in vite s a yes or no response. As no onc will offer a post to an unknown quantity the answer will always be negative. There arc a number of golden rul es:
Try to research the name (speJt cOlTcctly!) of a spec ific
18 Now work with the others in your group a nd interview "ndidates from Group A for the job. When you have seen all the candidates make your final selection.
person
[0
write to.
Put yourse lf in the employer's shoes. Thi nk of wha t you have to offer. T ry to keep you r CV bri ef - one page is eno ugh ; perfect prose isn't cxpected - note fonn is acceptable. Gear your CV to the job and organisation. No two CYs should be exactl y alike. If you' ve been in work. explain your dmi es and how your work has evolved. Demonstrate on paper that yo u are a potential asset. Lisl yo ur ou ts ide interests and skill s. Don' t forget your language abilities. Participation in sports can show your capacity for team work.
G Responsible Tourism
Speaking
A1
G. Jones
Leader of the local protest movement Views on the proposed tourist development:
(page 55)
tourism creates mai nly temporary , seaso na l employment the few permanent jobs unlik ely to go to locals community w ill not benefit overall will create land speculation, ca usin g house pri ces to rise and forCi ng more youn g people to leave the area
Suggestion:
keep the
reader interes ted. You mu st establi sh that yo u would li ke an interview. Edit ruthlessly. Go over your lener as many times as necessary. Search out and get rid of all unnecessary words and sentences. (adapted from an article by Geoffey Golzen in THE T[\IES )
permits the area to be levelled and landscaped area wou ld blend in with t he surrounding cou ntrysid e creates wealth in the a rea creates a permanent and stable wo rkfo rce in the reg ion avo ids the inevitable congesti o n a nd disruption caused by excessive tourism sustains local culture a nd language
103
. , Trends in Tourism
Speaking 2
16 TEAM 8 Look at the map and read the lact fil e. Oiscuss tourism in Egypt. Deci de what you will tell Team A.
(page 23)
EGYPT
Luxor -
Egypt fact I i Ie History to urist attraction since " th e dawn 01 time" 1798: Napoleon's Egyptian cam paign -----..- new interest in Egyptian culture 1869: 1 5t Thomas Cook tour Recent developments 1963/4: Ministry ofTourism se t up The present situation
o Responsible Tourism
15
Speaking
(page 55)
GroupworklPairwork B Texts
e Where People Go
Speaking 1 (page 271
GROUP B Discuss what should go in the gaps in t he g rid . Then work with a partner from Group A to check your answers.
COUNTRY
Au stria
CAPITAL
Buenos Aires
L ANGUAGE
Spani sh
CURRENCY
Schi lling
POrlug uese Real
Prague
Pound
Hungarian
Turkish Karbovanet
The Ukraine
Speaking 2
(page29)
STUDENT B 14 Ask your partner for the in formation which is missing from the table and answer his/ her questions.
I N THE
- ..
EU
UK
T O T AL
1'0. OF VlSlTORS
26 ,6 59
MIl.LlON
RAN K
1
ThC"LouwC"
4 .0m
3 4
T he F.iftel T ower The Nari(Jnal Gallery 3.6m
2.Sm
5
6
105
TOU RIS T S PE NDINC B REAKDOWN DOMESTIC AND O VERS EAS TOURIST S TOTAL
o Responsible Tourism
15 Speaking (pJge 55)
18,553
Enicnaillll",;n t 1,00801
MILLIO N
B1
M . Hamilton Leisure/and's vice-chairman
the Ll anberis area: tourism potential work in shops and cafes is seasonal in summer the Snowdon mountain railway, which runs from the village, takes over 150,000 people to th e sumrmt, and has to turn many away during the winter, Uanberis is dead area losin g valuabl e hum an resources (exodus of We lsh speak ing people to the big cities) improvements to the main roads from England int o North Wales - more peop le coming into the area jf th ere is nothin g for the extra number of tourists to do, they w ill wander round th e National Park , causing unnecessary damage LeisureLand w ill : establish a year- round tourist attraction create 300-500 temporary constru ction jobs create 1,000 permanent full-time jobs for local Welsh speaking population create controlled entertainment for the day trippers save the National Park from damage
f497m
1.564111
o Travel Agents
Preview
2 STUDENT B
(page 30)
Tell your partner your name, address and phone number (on the business card), and write down your partner's name, address and phone number.
Ul
Jamien Jansen
'!.lau rit!;t;.3de ():~ KliOG :\p snt'ct;. The N(: lht',r IJnd ':>
Speaking 2
8 STUDENT B
(page 3 1)
Your name is Penelope McBain. Telephone Skyways Holidays for information about holidays to Puffin Island. Ask to speak to the sales department. If no one is available. leave a contact number. 2 You will reci eve a telephone call from Skyways Holidays. You require brochures and prices on holidays to Puffin Island. Your address is 6 Leybourne Cresce nt, Bristol, Avon, BS249EA.
Tel:
(:\1)
;)1:)0
106
Groupwork/Pairwork B Texts
Speaking 4
20 STUDENT B
(page .lSi
You will receive a phone call from a client interested in a tour of Cefalu in Sicily. Reply to his/her enquiries and take down their details. Charge the full amount of the holiday to his/her credit card.
Departures:
June 16
July 14
Cefalu: situated on the northern coast, 1 hr from Palermo. Picturesque Arab-Norman town dating from 5th century Be. A Norman cathedral in the town square contains some of the finest mosaics in Italy. The town sits under the Rock of Cefalil on which the Temple of Diana was built. All Sicily's classical and medieval sites are within dri vi ng distance. There is
also a sandy beach near the town centre. Programme: Included in the price are scheduled Alitalia flights from London
LHR, tran sfers and accommodation at the ** *Kalura Hotel (half board). The hotel is situated in a quiet bay 20 mins from the centre. All rooms are decorated in Mediterranean style and have private bathrooms. Typical Sicilian cuisine. Activities include creative writing, painting, photography, a Sicilian folk night, trips to Palermo and Agrigento and a country lunch including wine and a picnic with a walk up Cefalu Rock.
Price: 579 for 1 week. 180 for a second week. Insurance 19.
You want to go on a holiday called "Venice and the Verona Opera" in June or July. You have two weeks' holiday. Ring up to make a booking and check the details.
J. WILKES
computer consultant
Venice & the Verona Opera Dates? Things to see and do? Accom modation? Cost? Insurance?
redit Card
6289 0150 6885
~ 372
Expiry date :
Writing 2
21 STUDENT B
J. W I ~ ES
il"!;"'S)
06 /20 06
Write a letter of confirmation to M. Figuereido, enclosing the tickets and the details of the holiday in Cefalu.
107
e Responsible Tourism
15
Speaking
A2
(p,' ge55)
B. Hall
Chair of Snowdonia National Park
Society
area would be spoilt by: heavily congested roads, day trippers, litter local infrastructure could not cope with
Suggestion:
if people want the sort of tourist attraction being proposed they should
tranquillity
go to the seaside
(pagc3 6)
Activity 1
You are trainee tour operato r sales staff f or Dream Holid ays You have recentl y heard about a hotel there but yo u cannot remember the nam e. It was so meth in g like " Ed en" . Ring up yo ur partner who works for Paradise Holid ays pic
2 Note the important facts about the resort an d the hotel under
t hese headings: THE RESORT location ameniti es climate transport activities souve nirs THE HOTel faciliti es cu isine rat es discounts
Activity 3
Change back to the role yo u had in Activity 1 , working for Dream Ho lid ays Inc. Keep yo ur partner from Activity 2. He/she is now an independent travel cons ultant and he/s he
Activity 4
Change back to you r role for Activity 2, worki ng as a travel consultant. Work with other people from Group B. You have now gone back to your consu ltancy offices. Were
3 Discuss and answer these questions: a W hich are the m ost popu lar weeks?
Activity 2
Now wo rk w ith someone from Group A. You are a t ravel consu ltant wo rkin g for a large bank. One of their staff has asked you to research a w inter-sun holid ay in Goa for herse lf and some col leagues. Th ey have set asid e about 500 per person per week . Your cl ient wants to find out about: a good reso rt.
you imp ressed by Paradise Holiday's description of t he package holiday to Goa? O n the basis of w hat you have heard, w ill you want to recommend this Goan hotel and the resort? Di sc uss your recommendation s with yo ur colleagues. W hat w ill you tell your cli ent?
Activity 5
W rite to your client to give your opinion of the hotel and the
resort in Goa.
a good hotel.
if there are thin gs for her teenage ch il dren to do. how the hotel w ill cater f or t hem. if there are any ch ild d iscounts.
108
GroupworkJPairwork B Texts
STEAMBOAT
Colorado, USA
Apres-ski and Eating Out
Th e ski resort and o ld town of Steamboat boast mOT t than sixty restaurants offering a cosmopolit an sclc(.1:io n of Cajun , Italian and even Vietnamese dining. Th(!TC a n~ Steam boat favou rites like O ld West Steak House and gourm et mountai n dini ng at Ragna r 's where you ' ll enjoy a ::==~!!~~.f~~;;:: starlit sleigh ride before a fabul o us dinner w ith the lights or the vall ey set o ut hdow. Away from the mountain, Stea mboat agai n scores high . Tah- your pi ck from a morning hot air balloon rid e ,.,.ith celebratory champagne, snowmob ili ng, ice skating and shopping (jeans and Western hoot.s arc r ea l bargains). Pri ces indude: round trip air trayc] hy schcclukd airline to
St\~amboat.
r..ar~ .
!'r<:".idlS
}"(",lI":'O . ~L: i
i nl!-trudion
and supcr\"i~ion in a special arc .. w ith ;l ski-li ft just for r hild n' n .
Rough Riden::J.:.j instruction ami .'\u p "f\'i sion for agt'~ 5- 15 yean
K.C.'s nile duh: ('wning c-ni]cbrf' for children, Ach-anl"C n.':\;(nJ.tion.~ f]uin.,o.
Resort Shuttle
R un:. r~-guJMly frorn Slt"mlboal Spring..; 10 Stl' amil<o.I t Ski are.1l IInt illall' at night.
The Hotel
, . - - - - - - - - - - - - . Sh('ralOn Sk.lmhoaf ]tcS<) rt ........
Accommod ati on for the stated number of' nights on the basis shown. Airport and hotel taxes. Child reductions for childre n under 12 sharing w ith t.wo adulls.
Transportation
D aily fligh ts Lonrlon~Dcn\"(,f conn("cting witl, .I()fn l~ t k llights D o;:nnr
'"
'"
conckrg.
w .stur ..gt"'
St"camlxnt Spring~ , a rnt' n ' 5 mil ... ~ fruln th ... rt"!<Qrl. Rl'gular
(('SOrl
shurtle.
an" m usag<:
g<lmt"'.~
fi.tnc:u ;mel
H( )TEI
Il,,~"n Ty~
r ..o m
Ski Facts
. - - - - - - - " . . : - - - . . . , AW' fag<- annual snowfall : 325 in. h(~
Child Price
ILL,i.
dro p of 3 ,600 Ii
7 2
10
2 82.
,.
2
Al l holidays
715
.55 1669
370
4.6 4'6
370 370 370 370 370 370 370
r... ,,,,
frvln 12 On 10 03 J ~n
front Of J= 16 01 I'M>
pc-rfr,rm.mn' .~ Ic.iing
~k irN
is a
only.
129.
1259 1125
89.
Climate
I h c r ..gt I(-mp(ro1\ ur, in (Iu' r ....~ rt 011 6,<XX) rl i~ 2SF. Colder on
148.
1259
N/A
the- ~a.k...
( 10,600 ff) . SI Nm l)()JI ha.:. a ,If}" pleasant and imigorating dim.ilc: '"'ith
~br
1U 29 Mar
n<n :n L ,Ut!in9
109
(3 Responsible Tourism
15
Speaking
B2
(pageSS)
F. Evans
Town councillor for twenty years and vice-chairman of the Snowdon National Park committee Views on the proposed tourist development ridiculous to turn down an opportunity to create 1,000
jobs w ith out jobs, th e lan guage and cu ltu re of Wales w ill be
Suggestions:
Arlon Borough Council ow ns the land - can insist that the 600 new houses are not sold o utright or as timeshare apartments, but rented strictly on a week ly or weekend
basis
the council can make su re that the Welsh language and cultu re are promoted, e.g. hold festivals of Celtic music and Welsh arts and crafts festivals
lost no additional financial burd en to the co mm unitygrants can be obtain ed from the We lsh Tourist Board, the Sports Council and th e EU
e Tour Operators
Reading
2 STUDENT B Before you read, check you know these words in the box. Use a dictionary if necessary. frosty ailing ou tstanding to be o ut of pocket to hold down (prices) to settle up to cover (overheads) sluggish (business) a brand name to go bust
ir,lge 38)
Read " When the welcome is frosty" and answer these questions: a To w hat extent can a hotel ier trust a to ur operator? b How do tour ope rators attempt to persuade hoteli ers to take less money? c How did a hotelier in Spai n react? Tell your partner about how hoteliers work with tour operators. Make notes before you begin.
practices of some tour operators in the UK than with the hospitality of the local hoteliers.
Ma ny hotel owners and local agents feel badly treated by Britis h tour operators. Some of them have lost a small fo rtune when unsecured trade creditors have gone bust. They feel especially bitter when an ailing competitor is taken over: the new owners may continue to do business under the same brand name. and yet J.re under no legal obligation to settle any outstanding debts. As a result. hoteliers may be out of pocket when a tour operator ceasel' t.radi ng. even though the salTle compan y, now under new ownership, is sending its customers to the sa me destinations. So it comes as no surprise if hoteliers accuse tour operators of sharp practice. For example. allegations have been made that tour operators use their position to force down the rates for \vhich hotel rooms wefe originally contracted. Sa les may be booming but the tour operators will tell the hotelier that business is sluggish and that the rooms can only be filled if they discount their prices. Another tactic is 10 claim that competitors are hold ing down their prices and that the only way to remain in business is to do likewise. The hotelier can do nothing to prove the contrary . Hoteliers also suffer from cash flow probJems through deJJys in payment. Although most settle li p within a couple of months, so me operat ors have heen known to request a fresh allocation of bed -nigh ts when they st ill have not paid for the previous season. So if you're going on a package dont be surprised if the welcome you receive is less than enthusiastic - the chances are that the roOIll \IIJS contracted at a rate that w ill barely cover overheads . But you wou ld still be in a better position compared to some unfortunate holidaymakers in Spain last year. One British operator had forced a reluctant hotelier to accept J greatly reduced rate with th e result that \vhen the tourists arrived their rooms had been re-allocated to a foreign operator offering a better deal.
11 0
GroupworklPairwork B Texts
Speaking
(page 43)
Negotiating an Agreement
11 TEAM B: VISTAS Look at the agenda on the right. You have just finished
discussing item 2. Read and discuss your negotiating position on the remaining item s with your partner:
---.
You realise th is is optimistic; your average is 12%. Item 4 You can guarantee eye-level racking in larger agencies. but smaller shops will display brochures at their own discretion. Item 5 As an incentive to sales staff you would like to see a payment of 1.25 per person paid to the consultant who confirms the booking. This wou ld be paid monthly working from the departure date. Item 6 You feel that any customer complaints should be dealt with in writing by the operator within a week. Customers need to fee l that their complaint is getting somew here. Item 7 You would like educationals for your agency staff.
Promoting a Destination
(page 46)
Speaking 1
9 STUDENT B
Tell your partner about the itinerary below in your own words.
be Iceland's most
beauti fu l waterfalL Cascadin g in two stages into a spectacular 15 km gorge , the falls are often partl y froz.en at this tim e of the year. Stop at La ugarvarn, where steam emerges at the edge of a lake , form ing a natural sauna. Optional swim in the lake! H ead back
to
Monday: Return
London
111
!>Customer Relations
Reading 1
STUDE NT B
ip,'gc 62)
Speaking 1
10 STUDENT B
(page 611
Situation 1 You are a hotel receptionist. A custo mer has just come into the lobby and wants to speak to you o Situation 2 Yo u are st aying at a beach reso rtoThe hotel room is fine, but outside at ce rtain tim es of day there is an unpleasant smell coming f ro m the local m unici pal
b Were the travel agency staff experienced? c What kind of mistake did the staff make?
d How do yo u t hink the custom er felt? e How wou ld you describe the staff and t heir behavio ur?
rubbish dump down the road. You ask to speak to the manager.
Situation.3
You are a resort representat iveo Som eone has asked to speak to youo
Situa tion 4 You bought a ret urn airline ticket f rom a travel agency but t he w ron g time was w ritten on the ret urn t icket and you m issed your flight. You had to purchase ano th er ticket for a later flig ht (which, to make matters even w orse, was delayed), and as a resu lt you missed a very important business meeting. Yo u wan t to kn ow w hat th e agency is going to do about it.
HEN I FIRST ~ tarted in the l ravd industry, I worked in:t slllall retail agency w hich was owned by a very pleasan t and k llowlcdgl'ablc m an w ho was liked and respccted by all of his customers. One day 1 W AS Jistcning ( 0 him dealing with some customers w ho wan tcd Right st!'ats to Ma lagd at vcry short notice, and I learned a valuable lesson which has held me in good ste;:.d in my dealing w ith customer.;. The incident occurred in the: days before travel h:ld become fully computerised an d so m y boss found himself telep honing a number o f companies to
chexk av,lilab ilicy for the customer , ;lIld this was taking .~o l1l e rimc . W hih: h e W;IS wa iting to gct through to operators, he struck lip a conversalio n with the (;ustoillers which cvcntually led to their asking his opinion on rhe me rit of the h u~e choice of chartcr airlim's operating on tha t route. T his happelled [0 be a pet subject of his, and he went into gr.lphic detail about the merits and picf.. tIL.. of each ca rrier. Fi nally, he said, "T he worst flight I cver had was w ith D ... D airlines. T he sratT were ru de, tIle food was awti.1i and they even ran out of dury-frecs." The customer thanked him for his advice
and thCll attention w as switche d back to the call that was being answered by the tour operator. Up to now, no availabil ity had been fo und, but on thi" occasion ;\ flight with suitable ri minb'"S was ;Ivailablc. The cllstomer wa~ quirc satisfied with th e pricc and decided to book strAightaway. As my boss and thc tou r operator began to p roces.~ the booking, the customer said "Oh, by the way, which airline arc we flying w ith?O' My boss asked t he operator, looked very shclopish, t hcn looked u p at the custom e r and quil.., tly said, "Uhh .. . it's D .. .D
A irlines.o,
112
ID Hotel Facilities
Reading 1
2 STUDENT B When you have finished reading th e text on the opposite
o Responsible Tourism
15
(p'ge 70)
Speaking (pageS5)
A3
the staff.
the roompricing policy. his favou rite stay at a hotel. what he dislikes at a hotel. what he would like to see happen in the industry.
Speaking 2
11 STUDENT B
(page 75)
Student A will phone you to m ake a booking . Use the information from the brochure to answer his/ her queries.
Make notes.
You have no single room accommodation free as from 12 July but you can be flexi ble on pricing. Make sure w hen tak ing any booking
that
you have the names of all the guests and th ei r requi rements. you have a forwarding add ress and telephone number.
Theatre
Classroom
Conference
U -shape
Size (sq.ft.l
Rates
Single $95-$125 ICan adian) Weekend $75-$95 Double $ 11 5-$ 135 S uites From $265 Check- in 3 p.m.; check-oul 12 noon . Group di scounts: see residential delegate rates below. All major credit cards accepted
Oelawarl!
] Peaks
100
45
30
Pinl! View
55 25 20
40 20 20
40 20 20
Room facilities
Color lV. in-room movies, DO telephones. mini-bar. soundproofing. hairdryer, all rooms en suite .
Business Center
The Maple Leaf has a fully-equipped business cen ter wit h six private m eetin g rooms and three offices. offering its guests a comprehensive range o f services. including 24hour faCSim ile a nd telex, photocopy ing. \vord processing. e- mail , int.erpretation and trans lation.
Lecterns. flip charts. slide projectors , OHPs. white boards and stationery supplied at no extra charge. Audio-visual assistancc aVailable . Daily delegate rate Includes morning tee1. and coffee. hot and cold bullet. lunch . afternoon tea. main meeting room hire, $32 p er d elegatc. 24hour residential delegate rate Includes above, plus thrcccourse table d h6tc cvenlng meal , overnight accommodation . full American breaklast.. S Il O per delegate single oceup.:mcy and $90 per delegate double occupancy. Clients must b e able to guarantee at least fifteen delegates per day to be able to ben efit from th e daily or rcsidenLlal dt:legate rates,
Restaurant
A la carte three-course menu from a pprox. $35 p er person.
113
G) Things to Do
Speaking 2
11 STUDENT B
You are P. Frumkin, a modern hi storian from Boston University. You are staying in London. You have hired a car and come down to Portsmouth for the day together with
(ptlgc
N~)
USA.
Read the leaflets. Note the important pOints. A tourist has just walked through the door. Answer his/ her questions.
~5TAURANT
Founded 1970, overio()kiflg Portsmouth's historical harbor, serves a (J-course, gourmet dinner by reserved seatillg,
Ruill. in 1 .11(: mid-1 8th century Home of Caplain .Ioh n PUll! .Jones for a time during tile America n War of Independence
Now the home of ~\)rlsmouth Historica l !-iocif',l,y
Open , W(,ckday, 10.00 ani. - 4. 00 p.m. Sunday 12.00 p.m. - 4.00 p.1TI
PORTSMOUTH H ARBOR CRUISES Discova tbe Ri'L,t:f PisCIltd'llla 's heritage (md the adventure of sail aboard flu Pisces:
A. Inland River Cru ise
through a peaceful world of winding ri\'c[s and the expanse of
Great Bay. A great cruise for natll r,llists. I n the fall, sec: an abundance of migr'ltory bird life.
B. Evening C rui se Enjoy a jaunt around the harhor for our version of H appy H our.
Or rcla..x w ith
yO\][
C. Isle!<; of Shoals Visit nine ,,\'ind~wcpt i"i;mds just si..x miles off-short:.
These islands have pbycd a vit,ll rok in the legcndary folklore of the
SC'lc()a~t. with
<l
I'isiwrs. Tll is is
14
Groupwork/Pairwork B Texts
(page 91)
1.
of lbIish Na/:ional
M.. ,e""",
devo/;e.d I:n 1'olo...a< CJ>I'\tribbO>1 b> w.,stel'l civi LiSllC.Ol1 01\ the -I:opfloOV
~,
'"
of tioe. cQst/e.
.... Of'IQsW~
3. (ApuGhil'l.
_-"",,@l~~::i
old
fo.-tifica/;tMS.
if. RP;e. G.....d""s:
of /;ovO vo5e!'.
-bloo .... -a VoS. -blAsk -fb... .e.v"':f ~/e Iw"'3 1ft Rtl{!Pe'Swi!..
~ Business Travel
Sp,eaking 2
STUDENT B
You work in the venues department of The Manor Hotel. You
(page 99 )
receive a telephone call from Albatross Engineering. Using the information below. answer the enquiry. Find out what equipment the client requires . All equipment is provided free of charge if you have prior notice.
U. SH \PE TH E. J..T RE
c:J
TJx Bijho p F orlo(/u RlY.iflj
u
DO DO
2 You work for Tangerine Computers of New York. You are interested in holding a three-day business seminar in the UK for local businesses on the benefits of your new software packages. You will be sending a team of eight senior employees who will require accommodation for four nights. You expect there to be some thirty local people attending on each of the three days. They will not require accommodation. Ring The Manor Hotel and find out what they can offer.
I ,
, ,
ii
1.50 people 50
Will they provide OHPs, flip charts and so on? Do they have a local area network you can demonstrate your software on?
52
pcopl~
M palple
~
B ri llflny R oom
III
6.4 x 7.3
Th~
.051 day
30
32
Gumr"y Rt;,()/f/
J11
--;
i5
8.5 x 9.2
llOO/day
42
42
115
Ta pescri pts
e A Career in Tourism
Lisren ing
3 1 I've been working in the local office of a major travel agency group in the United States for
er ... I have to try t o find the last three years. I corporate clients who will regularly use us when their personnel has to come f or a meeting or a conference or a negotiation - something like that. It's a pretty competiti ve market because when a company is going through a bad patch t hen travel is often one of the first things that gets cut. So we try to include
Dr Garcia: Good question. We have now, in fact, adopted a kind of common language - a set of definitions if you like - so that when various countries coHect statistics on tourism they are all measuring the same thing. And so the WTO now classifies all travellers under various headings. The most important of these for statistical purposes is that of visitors. But obviously, for tourism purposes, we don't count people such as temporary immigrants, border work~rs, nomads and other groups like diplomats, members of the armed forces and people like that. And then v isitors are broken down into two separate groups: tourists who are overnight visitors - that is, people w ho stay for at least one night in some form of accommodation in the country they're visiting and same-day visitors who do not stay the night. For example passengers on a cruise stoppIng over in a port or people simply on a day trip. Interviewer: How long can tourists stay in a country without ceasing to be a tourist and becoming a resident? Dr Garcia: Not m6re than a year. And the reason for the visit must be different from the kind of activity he or she is usua lly employed in. So the purpose of the visit h as to be for leisure and recreation, for business and professional reasons, VFR . Interviewer: VFR? Dr Garcia: Yes, that is: visiting friends and relatives. Or perhaps people are travelling for health reasons to a spa or somewhere like that or going on a pilgrimage to plact'S like Mecca, or Lourdes in the south of France. Interviewer: OK, so we know what tourists and v isitors are, but we still haven't actually defined the word tourism ! Dr Garcia: Well, I can give you the official definition - it's the activities of persons travelling to, and staying in, places outside their normal environment for not more than one consecutive year for purposes such as leisure or business. And this definition can
Wo man: Urn .. well, yes perhaps. Last year we went to ItiIly in December and stayed at a small, relatively cheap hotel in Rome and it was very nice, and the year before that we spent the New Year in the Canary Islands, but this year - well , we're sort of looking for something a bit more exciting and adventurous - something that'll give the kids a treat
for Christmas
Travel cons ulta nt: Well, how about this , there's a vcry reasonable and ~uccessfu l package put together by ... (fade) Conversation 2
Young man: Hello, we saw your notice in the window and we'd like to find out a bit more about what it includes. Travel consultant: OK. What exactly is it you want
a number of incentives,
own profit margins.
change departments, so I started off in the restaurant and then spent some time in the kitchen and went into the reception and at the moment I'm working in one of the offices and learning accountancy and financial management, and then . er ... at the end of that I hope I'll get a job in a position of responsibil ity either generally or in a particular department.
to know?
You ng woman: Er . well. we're getting married in three months' time and we've decided we want to go somewhere exotic - you know. the holiday of a lifetime sort of thing, not just Benidorm or the Algarve. Travel consultant: Oh well. I think it's definitely Bali for you. There's a speCial offer at the moment w ith three extra nights free on the island of Lombok, um ... which is about twenty minutes' flight off the coast of Bali itself. Young man: Lombok. I've never heard of that Travel co nsultant: Well, that's one good reason for going there. It's completely unspoi lt. Yo ung man: And how much does it cost? Travel consultant: Well, it's very competitive. Would you like a brochure? Conversation 3 Travel consultant: OK sir, I've booked you into a three-star hotel and I' ll make out the flight ticket now. So that's Alitalia flight number AZ1621 and then there's a train connection to Florence. Right. And how are you paying? Man: American Exp ress. Travel cons ultant: Fine. Can I have your card? Thank you. Man: Oh by the way, I'd like to hire a car and make my own wayan to Perugia. Is t hat possible for you to do from here? Travel consultant: No problem, sir. What kind of car do you reqUire? Man: Oh, the most economical. Conversation 4 Woman: And so could you tel l me w hat the price includes? Travel consultant: Well, the price is inclusive of air travel, ten nights on the MV Kirov, full board and all the excursions except the one on Day 2 which is optional. Woman: What's that exactly, Travel consultant: Um I think that's a guided tour round St Petersburg, just let me check in the brochure. Yes, that's right. Woman: Actually, on secor,d thoughts, I think it's a bit expensive Travel consultant: Well pOSSibly, but on the other hand it is excellent value for money (pause) No? Well, what about going ... (fade)
make sure everyone is in the right seat, then show them the safety proce,jures and seNe drinks and a snack. It's not easy to combine this job w ith a social life because I'm frequently away from home. This w eek we're stopping over in Dubai so we won't be back tor another couple of days. But I enjoy the contact w ith people and we're part of a good team.
beforehand to make sure that everything is ready. I check that the eqUipment is in the right place and in working order, that all the catering has been looked after, the hotel reservations have been made and things like that. Then when people arrive I welcome them and give them their badges and information folders. Next w eek we're having a big do with about
be further subdiv ided so that we can distinguish between the types of tourism. There's domestic
tourism, that's where the residents of a country travel within their national borders. And then there is inbound tourism, that's w hen people who live in another country come to visit the country where you live. And finally outbound tourism w hich involves the residents of a particular country going abroad for one of the reasons w hich J mentioned earlier. Interviewer: Right. so w e have domestic, inbound and outbound. And I suppose you can also ... (fade)
a lot of money
Listenin g 2
Sum mer hol iday by Cliff Richard
We're all going on a summer hol iday No more working for a week or two Fun and laughter on our summer holiday No more worries for me or you For a week or tw o. We're going where the sun shines bright ly We're going where the sea is blue W e've seen it in the movies Now let's see if it's true Everybody has a summer holiday Doing things they always wanted to So w e're going on a summer holiday To make our dreams come true For me and you.
matters and negotiate terms and conditions. At t he moment we're thinking of opening up a resort in Albania. Speech work : \Vo r d st ress reliable available sociable suitable
e Trends in Tourism
L i stening 3
World Tourism Organisation in Madrid and has come into the studio to talk to us about developments in the modern tourist industry. Dr Garcia, how can we actually determine what a tourist is?
11 6
Tap escripts
Listen ing 3
15 Int erviewer: Can you tell me something about when and how tourism actually began in Singapore? Christopher Keoh: Tourism in the strictest sense began a long time ago when people from the east and the west were travelling and trading. Singapore began its existence, owes its existence actually, to trading. It started off as a trading port, a harbour fo r pirates actually, but more significantly when trading developed between the east and the west, from Ch ina, from India into Europe or intra-Asian travel, then most of it wen t through Singapore. So Singapore started as a trading nation bet ween the Spice Islands and Europe. Now that naturally gave birth to what we would caJi the tourism industry, with inns, hostel keepers, restaurant; - well that's how I think touri sm started. A lot of travel between the UK and Australia would stop in Singapore back in the days of steamers and the romantic days of travel. Of course now, very few people - about 3.500 out of a t otal of abou t 225,000 - come by sea. The vast majority fly directly into C hang; airport. Right now tourism in Singapore has become a major industry attracting people from all over the world into South -East Asia through Singapore and also features very prominently on the UK- Australia routes. Interviewer: If we look at the kind of modern tourism of the last twen ty t o thirty years what patterns do you think have emerged? Christopher Keoh: If we were to take 1965 as the benchmark, because 1965 was the year Singapore gained its independence, arrivals into Singapore then numbered 90,000 a year and the bulk of that travel actually came, like we said, from the steamers and ships coming through the port of Singapore. So, from very humble beginnings since 1965 tourism has taken off in a very big way and, if we t ake 1993 f or example, we welcomed 6.4 million arri\lals from all over the world, Interviewer: These 6.4 million. about how long did they stay? Christopher Keon: Tne average leng th of stay is 3.8 days in Singapore and we from the Singapore Tourist Au thority, believe that there is more to ~e and do in Singapore and should justify it being a business destination . Interviewer: How are these visitors broken down? Christopher Keoh: If we were to t alk about the breakdown of arrivals on a world w ide basis we are talking about 15 per cent of our arrivals coming in on business. Holidaymakers account for well over 60 per cent, the rest of them would be visi ting friends and relatives, in transit, on their way to other spots in South-East Asia, or else going lor an educational pu rpose. But the two main blocks would be holidays 60 per cent and business a little in excess of 15 pcr cent. Interviewer: And those holidaymakers - what do they do in Singapore? W hat do you encourage them t o do, to see? Christopher Keoh: Well, we believe that Singapore is an excellent introduction to Asia, speaking from a European or non-Asian point of view . W e see Singapore as the spri ngboard t o the rest of SouthEast Asia, where they should come into Singapore first to be acclimatised, to get used to the culture, to explore a little bit of w hat the rest of Asia holds in store for them.
e Where People Go
l istening 1
4
Interviewer: Penny Goodman and her husband, Charles, with their son Harry, an advertising salesman in Los Angeles, and his wife Olivia, who is from Maryland, are on the last day of the Tornado Tour. They have visi ted seven countries in r.... elve days, a t otal distance of 2,750 miles. This is their first trip t o Europe. I asked them w hat their impressions were . Interviewer: Can I ask a few questions? Penny: No problem . Interviewer: Have you honestly got to know the real Europe in twelve days? O l ivia: Of course not. Seven countries - 2,750 miles. That's w hy our t our's called the Tornado Tour! Interviewer: Isn't it ever an noying w hen you can't get off the bus because you ab-solut ely have to sec Rome in two hours? Penny: Well, I would've kind of liked to stay longer at a couple of places. But it was the first time I've been to Europe and so this w as the right trip for me to get an impression 0/ Europe, just to whet my appetite. Interviewer: W here w ould you like to go back to if you had the chance to spend just another five minu tes in Europe? Harry: Pari s, the Trocadero by night. O livia: Florence. To see M ichelangelo's David again . Charl es: Those castles. All those wonderful castles on the ri ver. Where was that now .. ? Penny: Germany - between Heidelberg and Bo nn. Interviewer: How was the f ood? Harry: Swiss chocolate . Fantaslic! I always get an allergy from American chocolate. But in Switzerland I could eat white chocolate for the first time in my life. Nestle's Gala!<. That's one name j'lI never fo rget. Penny: And you could eat cheese. Harry: That's right. I have this allergy to chemicallytreated food. In LA you can spend hours trying to find cheese or an apple tha t hasn' t been sprayed with something or other. It's great just to be able t o go into a shop and not spend hours researching what is in the apple, Penny: And the herbs ... Have you ever had a pizza w ith fresh herbs? The difference is like night and day Interviewer: Did you miss anything? Penny: Sure did, ice cubes. I can't understand how you can serve a cola in the summer without ice cubes Two minutes in the sun and the stuff is cooking. Interviewer: Did you go to a McDonald's here? Olivia: Once, in London. But we have McDonald's in the US too. We came to learn about European culture, Interviewer: Did you pick up any souvenirs? Olivia: I picked up two outfits in Rome, Harry: For a mere 600 dollars! Charles: Come 00, we've aU spent a fortune_ Int erviewer: On what? Penny: Oh, crystal in Venice, a cuckoo clock in Geneva, leather bags in Florence. Did I f orget anything? Charles: Silver spoons from almost everywhere. Penny: Well, my " .om \': ill appreciate them. AnY'..'ay, I think it's good to go shopping even if you don 't buy anything, It"s good to know what everyone eke has got. Just to compare.
Interviewer: Has twelve days really been enough t o see Europe? Penny: My son and Olivia - like most Americans only had two weeks' vacation so there was no choice. Spcec h work 1: The schwa sound 6 again another monitor certificate internal culture manager salesman Switzerland Piccadilly Circus
Listening 2
12 a of the six and a half mil lion visitors last year, about two thirds stayed in hotels b We're working on a thirteen point five commission basis at the moment c The revenue forecast for July at the fuJi rate
is 145,205 . d "Could you please quote your booking numberr "Yes, it's AS stroke oh two one nine seven
eight. " Your flight number from Hong Kong to Guilin is CZ th ree zero three two. I The rate of inflation has gone up by over 2 per cen t, that is from 6 to 8.15 per cent. 9 There' ll be seventeen extra guest s arriving on 30th July.
o Travel Agents
List enin g 1 7 Call 1 Agent 1: Yeah, w hat is it you want? Caller 1: I'd like to speak to Monsieur Dupres, please. Agent 1: Who did you say? Call er 1: Monsieur Dupres in fina ncing? Agent 1: He doesn't work here any more, Call 2 Invieta Press: Hello, Invicta Press, can I help you? Agent 2: Good morning, this is Sunrise Tours. Can I speak to Mrs Sharp, please, on extension 452? Invicta Press: Hold the line, I'm putting you thro ugh. M rs Sharp: Hello, Mrs Sharp speaking. Call 3 Caller 2: Helio, can you tell me what currency I' ll need to go to the Ukraine? Agent 3: Yeah, hold the line please and I'll find out for you. Caller 2: Yes . .. (noise of conversation in background) Agent 3: Hello, are you sti ll there? Caller 2: Yes. Agent 3: It's the karbovanets. Caller 2: The w hat? Agent 3: The karbovanet s. Caller 2: Never heard of itl Agent 3: Me neither! (more background noise) Caller 2 : Well .,. er .. thank you, Agent 3: Jane l Stop it! Thank you, (hangs up) Call 4 Tour operator: Hello, reservations, Agen t 4: Could you check me something on
an
invoice please? Tour operator: An invoice. I' ll put you through to the accounts department. Agent 4: Well , er ... no it' s ., . (pause) Accounts: Hello, Accounts . Agent 4: Sorry , but I didnt want Accounts, could you transfer m e back t o Reservations please?
117
Natasha: Speaking. M r Maughan: Urn. I visited your agency last week and we talked about the tours you organise in the Ukraine. You said I should get in touch with you if I'd made up my mind. Natasha: Oh yes. I rem ember. Have you decided where you'd like to go? M r Maughan: Yes. I'd like to make a booking if that's
Nat asha: Yes. that will be an additional 1 7 per person. Shalt I look after that or would you prefer to get it yoursel f? M r Maughan: No. no. you do itl I havent got timel Natasha: Right. so I'll need you to fill in an application form and I'll also need three passport size photos and a copy of the inside cover of your passport. so if you bri ng those in the next time you drop in I'U send everything off with the con f irmation. M r Maughan: OK. Natasha: And j'lI also need your deposit w hich is 100
are engaged. You'd better call back later. Call S Agent 5: Funtours, can I help you? Caller 3: Could I speak to Mr Poynter, please?
Agent 5: No, I'm sorry, he's in a meeting at the
moment.
caller 3: Sorry. r didn' t quite cak h that? Agent 5: I s.ald he's in a meeting
OK.
thank you.
Natasha: Fine. I'll just get a booking form. Hold the line .. . Right. Could you tett me which t ou r you've decided on? M r Maughan: The one - sorry, I havent got the reference with me - the ten -day one to Moscow via Odessa. We f ly from Gatwick. Natasha: OK. ,.U look up the reference number later. Can you tell me what d ate you want to leave on? M r Maughan: The thirteenth of July. Natasha: Fine. So would you mind gi...ing me your name. please? M r Maughan: It's f or me and my w ife - Mr and Mrs Maughan . Natasha: How is that spelt? M r Maug han: M - A - U -G - H -A -N. Natasha: And please could I have your first names? M r Maug han: linda and Ke...in. Natasha: Is that linda with an i or a y? M r Maughan:An i.lt's l - I - N - 0 - A. Natasha: Thank you. a nd Itt need your home address. Mr M aughan: Certainly. That' s 41. Swynford Hill . Temple Fortune. London NW11 7PN. Natasha: 41. I'm sorry. could you please spell Swynford fo r me? M r Maughan: Of cou rse. S-W-Y-N-F-O- R-D . Then Hill, Temple Fortune . London NW11 7PN. Natasha: And t he t elephone number? Mr Maughan: 01813924535. Natasha: And do you have a number at work? Mr Maughan: Yes. 017 1 2740083. extension 32. Natasha: Thanks. And are you both British? Mr Maughan: I am. my wife has an Irish passport. Natasha: Right. now do you mind if I just check the details? It's Mr Kevin Maughan spelt M-A-U -G-H-A-N and Mrs linda Maughan of 41 Swynford Hill. Temple Fortune. London NW11 7BN. M r Maughan: Sorry.
a head.
Agent 6: Yes, that's 375 plus a 5.50 sea-view supplement and that's per person per night. so that comes to 452 and another twice 38 flight supplement charge. Customer: Oh. Speech wor k : Intonation In tag questi ons 11 a: You went f or two weeks last year, didn't you? b: The 10.35 flight is fully booked, isn 't it?
c: You're returning alone, aren't you?
M r Maughan: Right. welt I'll drop by at the beginning of next week and make you out a cheque then. Natas ha: Good. thank you for calling.
G~dbye.
o Tour Operators
Listen i ng
You know the situation. dont you? We've been approached by Sky Air who have some spare capacity on their transatlantic 767s and they ... e asked us if we're interested in chartering aircraft to Cuba. So I've been out to look at some sites and I' ve nego tiated rates and come to an agreement w ith some hoteliers and I think we have a good price because obviously everyone in Cuba desperately needs foreign currency at the moment. Now David. what about you. w hat's the position eKactly with Sky Air now? David: Welt. they ...e given us their seat rates and we've negotia ted a discount by taking a time slot they wouldn't've been able to fil l. So we've got 270 seats at approximately 250 each for twenty -fi ve weeks in rotation. And I'm told by the marketing people that we'lI probably be working on load factors of about 80 per cent - so we should be doing
d: Your husband isn't going w ith you. is he? e: There is a guided tour. isnt there? Practice 2
A: Good morn ing . Would you like some help or are you just looking?
B: Good morning. Well. I was considering taking a short skiing trip. You dont happen to have any bargain packages. do you? A: Ah w ell. As it so happens. yes. But could you first give me some idea of where and w hen you'd like to go?
OK.
Maria: Right. that's good news. Shirl ey. how much do you think we'lI be able to charge for th e whole thin g? Shi rl ey: Well . taking into account overheads like travel agents' commission ... um ... transport charges for local tours and other things like ... urn . the salaries of local reps and so on. I think 550 for two weeks is about right. M aria: OK. and after taXing into account commission. transport and salaries. what profit margin does that leave us? Shirl ey: Eight per cent. It's low I know. but even just 5 o r 10 will persuade people to go elsewhere. But I do think we'lI be able to sell more local tours. I'm told that there's likely to be a 15 per cent take-up on the tour to Havana. which is very encouraging. Also J've made a comparison wi th our competitors in the Dominican Republic and we're about 10 per cent cheaper than they are. Mari a: Good. And wh at about the brochure? Richard ? Richard : Well. we've started to write the copy and I've had a lot of photos taken of the resort and I must say it looks pretty good. If you can give me your final prices I can update the figures Maria: What kind of t ime scale are we working in? Richard: Well. we're having this brochure printed by a different f irm and we have to meet a deadline for 1st September so. if all goes according to plan, the brochure should be published in October
eQuid
yOU
repeat that?
Natasha: Mr Kevin M . M r Maughan: No. the last bit of the postcode. Did you say P or 81 Natasha: B. B for Bravo Mr Maughan: No. it's P for ... for er ... Peter. Natasha: Sorry. thanks. So it's London NW11 7PN. Telephone number 0181 3924535 and at work 0171 2740083 . extension 32 . Departure date 13th July . Now. there's the i nsurance which is ... er . .. is compulsory on this kind of tour. Would you like to make your own arrangements or would you rather take out the standard insurance policy? M r Maughan: Oh ... I guess the standard one. It saves a lot of trouble. Natasha: Yes. OK well the insurance prem ium iswai t a minute 1 '/1 look in the brochure ... urn (reads to herself). It's for ten days. isnt it? "Up to eight days, 19. Nine to twelve days 22 per person". Right. so that's 21 per person. A nd .. um ... you'lI need a v isa as w ell. Mr Maughan: OK. um ... do you know how much that costs?
11 8
Tapescripts
f) Promoting a Destination
Li"tening 1
4 Interviewer: So w hat kind of people come to Barbados? Ann Trevor: It's a great spread - it runs from the
very upmarket - people who will spend 5,000 for a
Helen l ee: Good mo rning everyone. My name's Helen l ee and I'm going to describe the itinerary to you and tell you a litt!e bit about w hat you' ll be seeing. It's a fifteen -day tour which covers the main tourist spots and also goes down to Hong Kong as well, so it gives you a good introduction to China if you've never been there before. Easter's quite a good time t o go; the weather's getting a bit warmer then i n t he north of China. It'll be quite pleasant in the south . . but really the best times to go are May to June and then in th e autumn, but obviously they're th e t imes w hen ther e are going to be more people around . But we start our tours going just before Easter. You'll be flying l ondon to Beijing to start with and staying for three nights and doing th e most f amous places like the Forb idden City where the Emperors used to live, the Summer Palace up in th e wes t of the city, the Temple of Heaven , and just time to stroll around , have a loo k at the streets, go sho pping, and so on . You'll have the experience of two guides w ith you, a national guide who'll stay with you all the way through the tour and a local Chinese guideboth trained, English-speaking guides so you' ll have the benef it of their knowledge. And then f ro m Beijing we go by coach to a smaller city in the north ca Jled Chengde w hich is - or rath er was - the summer resort of the Emperors and th ere's a pretty park there and we v isit three temples. One of them is very reminiscen t of th e Potola Palace in lhasa. And on the way there we stop at a certain part of the Wall called Jinshanling and have
Kong? Helen l ee: W ell, we're flying th ere the follow ing day - it o nly takes an hou r. Your guide w ill actually leave you in Guilin, and in Hong Kong you' re baSically left to do your own thing - there's no sightseeing included. You'll be staying at the Metropole Hotel w hich belongs to our group and you can book onlo tours there. An d th en the final day, we fly back Cathay Pacific So, by t he end of the t our, hopefully you'll have learnt a lot about China.
week. fly here by Concorde and. you know, stay in Sandy Lane which is probably one of the best hotels on th e island - it's on the west coast which is th e most prestigious - all the way through to the budget end of th e market; now you can get some pretty
you
have to get
involved in w h at we call 'Iow impact tourism". You can 't deprive people of their interest in wanting to travel. But w hat you can do is to set up patterns of behaviour w hich will introduce them to a country in a responsible way. That means, for example, making sure that, on an adventure holiday , no detergents are used in springs or streams and that no rubbish is left behind after camps. It means, if you're visiting a protected area like th e Antarctic, that people must respect the ru les and not damage fragile plants or go too near the penguins. It means provid ing travellers w ith a pack w ith instruct ions o n how to behave and what to do to best preserve the cultures and places visited . Interviewer: Do
a picnic on
be
fa ct not listen and will just ignore whatever guidelines you give them? Michael l eech: Perhaps, but Ihe key factor in minimisi ng damage thro ugh tourism is to keep groups to a manageable size and th en you can control how they behave. Thirty on a safari is an absolute maxi mum. Interviewer: A re operators now putting things back into the environment instead of just taking from it? Michael leech : Very m uch so. There are schemes to protect wil dlife habitats in Kenya and Tanzania, to save the rhin o, veterinary programmes and so on . People now go o n holiday t o restore ancient monuments or clean up beaches. Things have changed and the model of Mediterranean to urism of high-rise concrete, sun, sea, sand and sex is not the one most people now want. And another thing, in some places th e enviro nment ;s tourism and national parks have been created by it. W ithou t tourism , the animals w ould have gone . I think th e environment is strengthened by sensjt ive tourism - look at th e preservation of the gorillas, for example. And you never know , t ourism might !>ave the tropical rainforest in a place like Madagascar. I think most cou ntries go through several phases in their tourism developmen t and hopefully, in the best scenario, th e local people not only share the income and foreign exchange gen erated by tourism but also use the amenities.
packed with tourists, so this is nicer. And th en from Chengde w e go back t o Beijing and then connect w ith a flig ht to Xi an which is the begi nning of the Silk Road and famous for the Terracotta Warriors th at everybody's heard about, and w e lunch at the Warriors and go on t o the Banpo Neolithic Vi1lage, th e Huaquing Hot Springs and other sightseeing spots. Then we go down to Shanghai for one night, and a couple of hours on a train t o Suzhou which is know n as the Venice of the East because it' s a canal city and it's where a third of the silk is actually produced in China, so it's quite an interesting place. And irs famous for its gard ens so we go there too to see the gardens. And there'll be a visit to a silk factory as well. And then go back to Shanghai, another night th ere, and the following day go down t o Guilin w hich is a very well - known city - more in the countryside than other places you'll be visiting ... for its river, t he Lijang River, and its magnificen t limestone formations along the river bank . 50 there'll be
So if we are doing a
promotion there's only probably two or three that we can talk to and they know now that if w e approach th em it'll be pretty worthw hile. but if it's not worthwhile we would n't do it anyway. Interviewer: How would you go about settin g up a new area or destination? A nn Trevor: Well ... I can use Almond Beach V illage as an example of that. They've just lau nched a new hotel and had
Yangshuo w here there's an interesting market w hich sells wild CIlimais, flowers and plants and herbal medicines, and then bad: up to Guilin afterwards. There's also an optional excursion you can take in the ev ening
took part, and they'll be making a num ber of marketing efforts and sales calls t o help them on, but they're actually putting their own people on the road. Anywhere w e go obviously we' ll promote it and our sales team is out three times a week actually selling Barbados - if th ere's something specific that needs pushing th en we w ill push . Listening 2
they have rafts and they have thei r own private cormorant and the Dirds drve dO'.o,'O and bring the fish up
GTransport
2
Listening 1 Travel consultant: Good morning. Can I help you? (Susan: Yes, I ... J Oh sorry, I did n't re<:ognise you . You came in t he other day about a trip to the
that. O K, are thefe any questions so far? Travel agent: Yes. .....hen do \ \e g et to SO to Hong
119
Susan: Fine. Travel consultant: And then your best route would be to tak~ the Capitol ltd. on to Chicago and then get on the Desert Wind for las Vegas. The only problem is that you'll have to hang around in Chicago for a f ew hours. Susan: Well, that doesn' t matter.
Trav~ 1
m Ladies and gentlemen, as we drive round the corner, here in the main squa r~, if you look to your right you can see the famous l eaning Tower. n Passengers are advised not to leave their luggage unattended . o We're now approachi ng Pigeon Point, Tobago, where passengers can disembark.
Washington on the 7th you'd arrive in Chicago at 09.10 on the moming of the 8th and have until 15.05 to have a look around Chicago. Susan: O K.
Trav~1 consultant: So I'll book you on the Desert
~Customer
List eni ng
Relations
when the boys were still very young. Oliver - that's our youngest - was only three and a half. Anyway, we'd arrived at Heathrow in good time for our scheduled flight for Dallas, only to find th~t they werent willing to give us our seat numbers. Instead we were told to wait on one side. Well, quite
fly out from Heathrow to Newark International and come back to London from San Francisco. That means you pay haff the return fares on both routes added together.
Susan: And do I get my studen t discounts on those flights? Travel consultant: Yes, no problem. Susan : OK. So I'll set off on 1st September and fly to Newark, and return on the 21st from San Francisco. Travel consullant: Fine. Do you need accommodation in New York? Susan; No, thanks. My uncle will be picking me up from the airport and putting me up f or a few days in Manhattan. I was thinking of visiting Ellis Island and of course the Empire State Building and .. I guess it's pretty easy to travel around New York. Travel consultant Well, there are guided tours of
the city but you can get around quite eaSily on the subway, and if you want to look around Ellis Island and liberty Island there are regular ferries. Vou dont need to t ake the guided tours if you want to go around on your own. Susan; Righ t. And. um .. about my trip to Niagara . I've looked at what's available and I've decided to take the Grayline one-day tour. Travel cons ultant: Um ... yes, it's a bit pricey you know. Are you sure your budget w ill run to that? Susan: Urn ... well I know it's expensive but, well, I've been saving up for this and I rea lly don't want to miss out on seeing the Niagara Falls. Travel consultant: OK. fine. Well that's $290 and for that you have to pay in advance . Er ... they pick you up at the Sheraton and you go by coach to Newark Internat ional Airport, fly to Buffalo and then on to the Niagara Falls by coach. There's a guided boat tour and then you drive over to the Canadian side, then back to Buffalo and the plane to New York, to arrive back at about 6.30 p.m. Susan: Right. and the next day I was planning to go to Washington.
T,av~ 1
W ind to las Vegas via Denver and Salt l ake City, arriving in Las Vegas at 07.45 on the morning of the 10th. Susan: Then (want to leave l as Vegas on the 12th for los Angeles. I'll want to spend a few days there . Travel consultant: OK, so that's the Desert Wind again for Los A ngeles. Susan: And then I'll need to reserve to San Francisco on the 17th.
queue was developing - middle-aged couples, students, families like us, and then, as the time of the flight approached, a couple of staff in suits appeared and eyed us all up and down. It was very unpleasant really. And t hen we were addressed by the older, I suppose the senior, member of staff w ho apologised for our delay and explained that they'd overbooked
a seat from LA
Travel consultant: Will you be wanting accommodation in las Vegas or Los Angeles? Susan: No, I real J y need to cut down on costs ask them if t hey can put
so
I'm
on economy class and that they were doing all they could to make sure that we'd
be
me up.
Travel consultant: OK. So we'll book those trains for you, the excursion to Niagara and of course the international flights. I'll draw up the itinerary for you, make a note of the check-in times for the fl ig hts and so on and make out the tickets for you. Susan: Great. And j ust one more thing. While I'm in los Angeles I want t o be able to see Disneyland, Hollywood. and so on and so I'd like to hire a car wh ile I'm there. Can I do this through you? Travel consultan t: Yes, I've got a brochure here in f act. You have a choice of ... (fade) Listen ing 2 6 b a The next stop will
fl ight - or another. Friend; With the stress on another! Melanie: Well, we didn' t know that at the time. Needless to say, the boys were getting a bit impatient and w anted to get on the plane, but then after a w hile some people started to be singled out and disappeared towards passport control wi th relieved expressions. Eventually we were left standing there on our own! My husband was getting more and more impatient but then an officiouslooking lady came up to us with new tickets. She told us it'd been impossible to allocate five seats together in anyone part of the plane and so we were to travel to the States on another airline. The plane would leave in two hours and, instead of flying direct to Dallas. would take us to Houston. There we'd be met at the airport and taken to a good hotel - a luxury hotel, they said - for the night and then shuttled back to the airport the next morning for the connecting flight to Dallas. Friend: What did you think about thaP I don't suppose you were all that pleased. Melanie: Pleased - we were furious, but there was
v~ry littfe we could do. Anyway, w hen w e did arrive
be Terminal Two.
disembarkation point on B deck. c Mind the doors! d Would Mr Vince Chu ng, a pa~senger on British Airways flight BA 755 to Hong Kong, pleas~ go to
th~ Flight Information Desk?
pre-flight ch ~cks are being carried out. Departure will be delayed for approximately half an hour. g In the unlikely event of an emergency, all
n ~a rest
in Housto n, late that night no one was there to meet us, no one knew why we w~re there, nor anything abou t a hotel and connecting flight. So, after several very angry telephone calls to the airline's Dallas office, we were final ly booked into a very shabby downtown motel and told that a taxi would pick us up at seven next morning. Friend: And that was the end of it? Melanie: No, it wasn't. When we got home I wrote a letter to the airline and in fact they refunded most of the fare. Friend: So you ellded up with a cheap holiday! M elanie: Cheaper perhaps, bu t it was a catas trophic start and nearly ruined it comple tely. But one thingit taught us a lesson Fri end : W hat's that? Melanie: To kick up a fuss. The same thing nearly happened again, not in London this time but in San Francisco. This time we weren't on hol iday, we were
consultant: By
Gr~yhound
bus or by rail?
Susan: Well, I was told that the bus can be dangerous for young women travelling alone so I thought ... well .. could you get me an Amtrak fifteen -day travel pass? Travel consultant: Sure. But I need to know your times and rou tes before 1can book everything. Susan: Right, so on the 5th I'U take the day trip to Niagara and on the 6th l 'U take the train to Washington .. spend some time there before going on to Las Vegas . And then on the. Travel con sultant: Hang on a m inute . Here we are, New York to Washington on the Capitol ltd. Susan: Sorry? Travel consultant: The Capitol Ltd. All Amtrak trains have names. So that leaves at 07. 23 and arriv~s at 11 .05 on 6th September.
muster
station w here a member of crew w ill issue everyone Good morning, passengers. Caplain Nolan and
his crew would like to welcome you on board this airbus number 820 to Hamburg.
i
Would Miss Andreas please report to the Purser's Good morning, lad ies and gentlemen. The maitre
Office next to the duty free? d'hatel will be coming to your compartment in a fe w minutes' time to t ake orders for brunch. k We regret to announce that there is an industrial dispute on the Italian rail ways, therefore the transfer between tnnsbruck and Venice will be by C0<1ch . I We'll be flying over the Atlantic at thirty-five thousand feet.
20
Ta pescr;pts
on business. So we w ere looking pretty smart, not like your usual holidaymakers but more like VIPs. Anyway, same thing, kept hanging around, told to wait in line and this time we complained - boy did we complain, we would never tra vel w ith the airline again, we wanted compensation, etc. And so we were asked if we wouldn't mind travelling club class. Fri end: Mm . Melanie: And we said - not dub dass - first class. Friend: And they let you? Melanie: They sure did. And I saw a programme t he other day on TV and someone from a British carrier w as explaining how they cope wi t h overbooking. Apparently a lot of tra vellers don't show up and the airline stands to lose money . So they overbook their seat allocations. But in the summer, most people do show up so they have problems. So w hen it happens the y watch check-in. And if they th ink some people look as if they w ill make a fuss they get preferen tial treatment. Friend: So it pays to be aggressive Melan ie: Yeah, we[I, not so much aggressive as assertive , polite - and well -dressed.
It' s the Llsual situation - if there are six wholesalers from Germany, Scandinavia, Britain and so on compe ting for this same block of rooms then the overseas hotelier can hold out for a higher price - it's a question of supply and demand Interviewer: $0 there the rooms are contracted for and the operator w ill pay for them whether or not they are actu,1l1y fill ed? Nick Patterson: Thal's right. Section 3 Nick Patterson: But the fore ign travel agents sending visitors to London and the UK rarely, very rarely. contract in the same way. In other words, we will agree to hold a block of rooms and give the forei gn agent, say, thirty every night. but normally there is a cancellation or release date so you w ill sell your thirty rooms. And so a party of fOllr might book and they w ill notify us that Senor and Senora Gonzales and two kids are coming and they will be entered into ou r reservation system, and we will know they still have twenty-six to sell. But three weeks out or four weeks out - and that's subject to negotiation - I will cancel the rooms that he has not sold and he will be under no obligation to pay for those rooms. And that's a totally different way of contracting than the other way round, where, if you took thirty rooms, you 'd have to pay for the whole lot whether you'd filled them or not. Section 4 Nick Patterson: So you see incoming tour operators to Britain have a much easier deal. Interviewer: W hy is that? Nick Patterson: Well, that's just the way it has developed. But there's another trick of the trade in Britain because we w ill then overbook; so if I've got
Kelly: And how do you get there7 LudW ig: Well, theres a daily ferry service from Mersing which can carry 200 peopl!': and also a catamaran service which takes about 250 passengers from Singapore, and that leaves every day from the Singapore World Trade Centre. That takes about four and a halt hours. O t herwise we do ten flights a day on nineteen-seater biplanes belonging to BefJaya Air from Singapore Kelly: Oh, so you' re part of the Berjaya group? ludwig: That's right. It's Malaysian-owned and based in Kuala Lumpur. And we also have hotels in o ther
part~
t he Seychelles. Kelly: And what exactly do you have on offer? ludwig: Wel l, if you look in the brochure here, the hotel complex consists of basic<llly chalet accommodation . There are 480 double rooms, and about a third of these have an extra bed and so we can accommodate about 1 ,000 people at anyone time . And each chalet gives onto a cOllrtY<Hd which is named after a flower. We try to keep the gardens beautiful because if people corne to a tropi,,).1 dC'Stination we reckon irs because they w ant t o see colour and variety. And in the resort itself we have lot of activities like scuba-d iving and snorkelling. golf, swimming, horse riding. jungle trekking and live entertainment in the evenings. Kelly: It looks a very attractive site. And wha t are the rooms like? Lud w ig: They're all very luxurious wi th private shower and a hair dryer, a telephone, colour TV and - what else? - oh yes, a mini bar. Kelly: Looks good. I'll have a word w ith our Ch ief Executive, I th ink she'll be interest ed. And. how is business going at the moment? ludwig: Well, at present were doing vcry well but w e're always trying to improve. At the moment we' re putting in mooker rooms, a badminton and volleyball court and a karaoke lounge. A nd we're offering special deals for retired people. Kelly: I sec. That sounds interesting. Can I give you my card - and your name again is? Ludwig: ludwig Szeiler. Let me give you my card Ke lly: Th<lnk you. So I'll tell our Ch ief Executive that I've spoken to you, .. (fade) List ening urn.
4DHotel Facilities
Listening 9 Section 1 Interviewer: How do you actually cost the rooms in your hotel? Nick Patterson: Well, we have the commercial sector and t he leisure sector. Wi thin the commercial sector then> are vario us subsections - there are those that come in and will pay the published ta.riff, the rack ta.riff and there are no discount5 involved. There are those people who, because they say 'we've got 100 people a week in the area who w ill stay wi th you for, say, forty-eight weeks a year" , they w ill come in and negotiate a price - a corporate rate and most hotefiers will try to hold that to a 10 per cent discount, but dearly, depending upon the importance of the contract to the hotel , the rate can be cither 8 per cent or up to 15 per cent Interviewer: And what other rates are there? Nick Patterson: Well, w<.': h,1II1" a confNC'ncc rate and there's a standard retail tr.wel agency rate, because sometimes the retail agent w ill book direct - w e're giving them a straight 10 per cent and we subdivide that into special schemes as well . um ... because someone might come along and say " if you wish I can take 20 per cent of your total occupancy every night, can I have a special deal?'" But as. a hotel manager I have to be careful because I might say to my boss, "I' m full," and he might say , "Why are you full at this rate? Irs appalling,' and so I have to do a balancing act and try to eradicate the cheaper business and slow ly build it back up to the more realistic room rate Sectio n 2 Interviewer: What sort of contacts do you have with foreign travel agents? Nick Patterson: W ell, that's interesting because wholesale operators working out of this country and going to a place like Spain or elsewhere will contract a number of bedrooms - say 5,000 rooms for this summer - and they' lf bargain very hard w ith the hotelier who will have to work out his own breakeven point and decide w hether there is enoug:h demand for his rooms to hold out for a bigger price.
100 rooms to sell 1' [1 give each agent fi fty a night because I know they won't fil [ them. But, I mean
some operators arc so small that they only have a freesale facility for h....o or four or six, and so a hotel w ith 300 bedrooms in London work s w ith 100 people w ith 1\'110 or three or tour rooms on
fre~le ,
and so they can sell them withou t reference to the hotel and simply post notify us that Mr and Mrs Gonzales are coming. But there comes a cut-off point when those rooms are no longer available and
operators but re tc!n rooms for our rack- paying bu>.:ness sector, o ther rooms for the 10 per ccnt business p....o4Op!e. the 15 per cent discount people, the conferenc!' 2..Ilocat ion, and the weekend traffic for
12 Speal<er 1: So, as you can sec from the documents in your folders, ladi(;s and gentlemen, the first part of the report deals wi th the siting of the proposed development. The obvious candidate is the
Docklands area to the east of London . ThNC ilfe t wo main reasons for this. First is the fact th.1t there has been a shortage of suitable sites in London, and the Docklands development represents a unique opportunity for expansion. Secondly, many hotels in the city centre - that is the area known as the West End - have been upgrad ing recently and have become correspondingly more expensive. As the demand for hot el accommodation has increased there has been a shortfall in supply of more priceconscious, three-star accommodation, and th is is the sector we recommend you should invest in. Thirdly. this area of london represents a uniq ue investment opportunity. The English Tourist Board surveys show that it's abou t number 6 on the list of things to sec in London and it 'll probably develop as a tourist destination in its own right. And with the City so close it's also the main business area and
G Selecting Locations
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121
particularly well served by l ondon City Airport to which about 80 per cent of passengers are inbound. And communications with the rest o f London are good w ith the Docklands Ught Rail way and the Th<1mes River Bus. Hopefully. we'll also see the completion of the London Dome Project, w hich will be a major venue for sports events, concerts, conferences and so on. Speaker 2: Have you been able to identify a suitable sil e? Speaker 1: Yes, we've made enquiries with a number of agents and we've earmarked a sit e in the Port East development - this is on the North Quay of the West India Dock and we' ll be visiting it this afternoon. Speaker 3: Fine. So this is described in section 1, is it? Speaker 1: Yes, and well, as you will see in section 2 of the report we feel that you should aim for a 300 bedroom hotel in the three-star category so the guest rooms would obviously reflect that standard so .. should have private bathroom and shower, colour TV, in-house video films, direct dial telephone and so on. And we think that , because there's bound to be some noise from road traffiC, the rooms should be sound-proofed. As far as the restaurant is concerned you'd probably need about 150 covers and even that number may be too small at peak tim es. So you would be well advised to use the con ference and banqueting facilities as an additional breakfast room, or give tour groups continental breakfast as room service. Speaker 3: W hat about the location of the restaurant? Speaker 1: well, it should reall y look out onto the ri ver to maximise its appeal for both residents and non- residents. The same goes for the bar and lounge area. It would be a shame if they didn't. Um .. other things we deal wi th are, section 2.3, the conference room w hich should be really for quite small events, say a maximum of ninety to 100 people. Speaker 2: Why so small? Speaker 1: Because most of the office sites have planned their own in -house conference and meeting facilities and, as we said before, there w ill be conference centres in the area. 2.4 d eals with the health and fi tness d ub and possibly a swimming pool, which is actually very important because if you have club membership it could well be of considerable appeal, not on ly to g UESts but to office workers and local residents. This could generate quite a substantial additional revenue for the hotel. And another thing we feel is important is the provision o f a car park for about 100 cars - possibly wi th some kind of security system - and also space for half a dozen coaches for the tour group business. Speaker 2: OK, so that perhaps brings us to the anticipated demand for the hotel. What would be the mix of guests? Speaker 1: George, that's your speciality. Speaker 4: Yes, well, we surveyed other hotels in the region and found that there's an average mix of 58 per cent tourist demand and 42 per cent bUSi ness, but there are wide variations as there are some that have a 75/25 business I tourist split and others with a 20/SO split. But, from our contacts with both tour operators and business houses, it would seem that, given that Docklands is a secondary location, it would be more price sensitive than the West End
and could therefore attract tour groups for whom the centre of London is too expensive.
e Things To Do
L i stening 10 Tourist: Hello ... um ... do you speak English? Inform ation officer: Yes, how can J help you? Tourist Well. we've just arrived and we're planning on staying three or four days, and we were wondering if you could give us some advice about where we can stay and some of the things we should do while we're here . Information officer: OK, wel l if you're looking for relatively cheap accommodation you could try the Locanda Silva w hich, if you look at the map, is here on the Calle del Forno. It's a kind of bed and breakfast and costs 60,000 lire a night. It's an extremely popular place to stay. Touri st: Uhuh ... and do all the rooms have a bathroom? Information officer: Um .. . no, so if you want a better class of hotel then you might like to look at the San Giorgio w hich costs 110,000 lire. If you're interested in art it's especially convenient because it's just next door to the Palazzo Fortun i museum and a couple of minutes from the Accademia museum. Tourist: Well, that sounds quite good. W here is it? Information officer. Tha t one's here on the Calle della M andala. Tourist: OK, we'll try there. Could you tell us a bit about the water taxis? Information officer: If I were you I'd forget about the speedboat taxis bec.ause they're horrendously expensive - it's best to stick to the vaporetti, the water buses. If you get a tourist pass you can use them as often as you like. Tourist: How much is it? Inform ation officer: I'm sorry, I can't tell you offhand, it depends on the number of days - but they're pretty reasonable. Tourist: Right. What about things to do? Inform ation offi cer: Well , you can't miss the Piazza San Marco and the Palazzo Ducale - er, the Doge's Palace, w hich is absolutely amazing. And there's the Ponte dei Sospiri - the Bridge of Sighs - and the Ponte di Rialto. But the best thing is probably for you to take one of these guidebooks so you can plan your own sightseeing depending on the kind of thing you're interested in. There's one here in English w hich is very useful. Tourist: O K. And w hat about places to eat? Can you recommend an especiall y good restaurant? Inform ation officer: Yes, there's the Ponte Vecchio w hich is highly recommended. That's here on the Pescheria di Rialt o. Or you could go to AI Mascaron on Calle lunga Santa Maria Formosa. Try the spaghetti with lobster - it's absolutely out-of-this world. Tourist: Right. well- thank you very much for your help. Information officer: You're very welcome.
war and left as a monumental ruin. Art historians dont think of it as the best piece of architecture in Berlin, but it is an interesting earl y example of an ironwork construction. But aesthetically it's a problem. We're trying to renova te and preserve all that has been left standing of the original building but there are two choices: either we choose a modern contemporary architectural style in harmony wi th the still preserved parts of the ruin, or we reconstruct it as it used to be. It's funn y that the avant-garde, the kind of modernist viewpoint is very much with the archaeologists - art historians tend to defend the reconstruction of the destroyed architectural heritage. Intervi ewer: And w hat do you think? Expert: Personally, I think if architects had 'always concentrated on reconstructing the past we would still be building pyramids. I would much prefer a dialogue between wes tern art of the late twentieth century AD and Egyptian art o f the twentieth century BC - it's much more constructive and creative and interes ting. 4 Interviewer: And what will it look like when it's finished? Expert: W hen M useum Island is complete we plan to display only a very limited nu mber of exhibits and to keep on changing w hat there is to see so as to give frequent visi tors, and especially the ci tizens of Berlin, a permanent impetus to come back again and again. I don't like museums w here you show thousands and thousands of objects. The average visitor is unable to make a choice. to distinguish between what is important and not so important. Interviewer: So how can you help visitors to choose w hat they should see first and wha t they can leave until later on? Expert: For the six archaeological museums we'll try to separate the quick visitor groups, those coming to the museum for half an hour/forty minutes maximum; and we'll try to install on the island an intensive tour for these tourist groups with very limited time available for the museum visit. And we'll display selected representati ve exhibits from the different museums starting with, for instance, ancient Egypt and the most famous piece in our museum, the bust of Nefertiti, surroun ded by monumental pieces of architecture - a temple gate, an obelisk, some temple statues. And this is Egypt for the quick visitor. Then the tour goes on with the Ishtar gate from Babylon as a representative example of the ancient Near East, then we come to the market gate of Miletus from Asia Minor and the famous Pergamon altar, and finally the facade of the castle of Mshatta as an example of Islamic architecture. So the quick visi tor sees just a few selected examples of the great civilisations of antiquity and not the proper museum where the individual visitor is not disturbed by these visitors. Interviewer: Right, so the rest of the museum is relatively empty. Expert: Yes, in the rest of the museum the atmosphere is qUieter and we can cater for smaller groups, smaller guided tours can go there, and I think this is how we can deal w ith mass tourism. We cannot change tourism for the masses. we have to accept it, we have to make the best of it. Personally I deplore that in huge museum designs, such as the louvre for example, or in the new installations in the British Museum you have to walk enormous
Li stening 1
J Interviewer: Could you tell us a little bit about the reconstruction of the museum here? Expert: Yes, the Neues M useum was built in 1850 and was a very odd mixture of architectural styles. Then, of cou rre, it was bombed in the second worfd
122
Tapescripts
distances if you wan t to go from one famous exhibit :0 another. I mean in the Louvre you have to walk ;nore than one kilome tre between the Venus de Milo and the famous Mona Lisa or the famous Egyptian saibe of the Old Kin gdom and you have to walk through all the art galleries that you may no t want to
pu bl icatio ns and in the Yellow Pages - the phone book - we also often attend exhibitions w here we'll put ourselves forwa rd, make a display and tell people who come to the exhibitions about the hotel. A f air amount of our business also comes from telephone enquiries, so down in our sales office we need to have people that can answer the telephone and know exacUy what the capabilities o f each room are and how we can negotiate our prices. Interviewer: What else can you do to attract potential clients? Agnes Johnson: Well , we also have a lot of special events - the major one we do is a Shakespeare f estival which has been running for fortyfive yeal"5 and we often do a thousand people a night. With all our guests it seems to go down like a house on fire, and so it does a lot o f our hospitality and our advertising for us. And other peo ple might come and see a play and think, ~ oh I need t o book a conference next year" .
see at all.
I think we should give people what they have "eaHy come to see and then, once a mem ber of the group visi t has seen that part of the mu seum , he will sa), ~Oh,! must come back as soon as I can and see
the
rest.~
Lisuning 2
9 Guide: As you come into this first ro om, let me ... elcome you to the Pergamon museum and to the
~ounding
~gamon. My name is Martin Leicester and I am :leighted to be your guide on this t our of the
- useum's greatest treasures. Let me begin w ith the a:ar itself. While you make your way over to the -..assive flight of marble steps I'll give you a little :lad:.ground information about the city in which this spe<t..acular monument was built over 2,0Cl0 years
..
."
Pergamon was particularly famous for its $tG;..f)ture and what you see in this room t oday are =e remains of the greatest sculptural project that the ever produced. Even in ancient tim es this altar -as considered to be a wonder 01 the world. It's ~ to have been built soon after 180 8e by ,5 Eumenes II to commemorate a series of l'Ctories Q"";er Pergamon's long-standin g enemies the ~. some of whom had migrated not long before
07,
~ ~..estern
Europe. A similar struggle is shown in the frieze - the ::::r-:.nuous band of sculptured fi gure s t hat used to -.:: completely around the altar beginning and encing at these steps. Carved in relief were over a -_~red life-size figures, illustrating the mythical :tie between the Olympian gods and their rivals, ::-e giants. But these sculptures are not only sym bolic
T triumph in war they also represented the victory -7 Greek culture over barbarism. The altar and its
~ ....-ere in fact a thunderou s proclamation of the
!5:ne striding woman with the shield, Zeus is to the ~ with his broad bare chest. As the godd ess strides
"':!.....ard she turns and with a serene but powerful
-c',-ement lifts the winged giant Alkyoneus by his -oil'. The giant can only loosely clutch at her arm ~-.:. with the serpent of Athena coiled about his
123
Word List
English
accommodatio n air traffic control ai rcraft airline
all- inclusive
French
h~bergement
Ital ian
I' alloggio, la sistemazione il controllo d i '1010 l'acromobile, I'acreo la compagnia aerea t utto incluso I' assegnazione it bagaglio
German
Unterkunft Fl ugleitung Flugzeug Fluggesellschaft alles inklusive Platzanweisung Gepack Wanderer zu zahlender Rest betrag Obernachtung mit FrOhstuck an Bord 1:ehen buchen Buchung Buchungsformular Mi ni url aub Hochzeitssuite BroschOrc Kabinenpersonal StornierungsgebOhr Autovermietullg Fluggesellschaft, Reisegesellschaft Gastronomie Chalet Preis pro Person/pro Kapf chartern Charterfl0ge Abfertigung Reisebus Appa.rtementh aus Berater Reiseleit er Dl"ckung Beglc itbrief Gedccke Kreuzfahrt Wdhrung
Tagesausfl ugl~r
(Ontr61e du trafic aerien avion compagnie aenenne tout compris attribution/repartition bagages randonneur solde chambre (petit dejeu ncr compris) embarquement reserver reservation formulilire de reservation vacances de courte duree su ite reservee aux jeunes maries brochure equipage frais d'annulation location de voitures transporteur restauration chald prix/fairc payer per personne affreter 'lois charter enregistrement appa rtemcnt en copropriete expert-conreil guide assurance lettre explicative cou verts croisiere monnaie, devises excursionniste depart sallc d'embarquement caution/arrhes remise hors ta xe educatour (salle de bain) attenante excedent de bagages taux de change excursion educatour prix du billet
allocation
baggage backpacker
balance
iI backpacker, I'cscursionista
il saldo camera e prima colazione I'imbarco prenotare la prenotazione
book
booking booking form
it modulo di pren()tazione
la breve vacanza la suite matrimoniale il depliant, la brochure if perso nafe di bordo, f'equipagg io Ie spese di cancelfazione I'autonoleggio il veUore I'approvvigionamento, if catering
break
brida l su ite
brochure
cabin crew cancella ti on chiHges
car rental
carner
catering
chalet
charge
chilrter
1 0 chalet
f'addebito pro capite, I'addebito a testa noleggiare i vof i charter il check-in, f'accettaz ione il pullman, la corriera il condominio, 10 stabile in condominio H/la consulen t e
11 corriere
charter flights
check-in
'"
consultant
ccurier cover
covering letter
la copertu ra assicurativa la leUera di accompagnamento i coperti la crociera la valuta , la moneta il gitante la partenza la sala partenze it deposito
covers
cruise
currency day tripper
departure
departure lounge
Abreise, Abflug Warteraum, Abflughalle Anzahlung, Rabatt, Preisnach l a~ Zoltfreie Waren Fortbildungsreise mit Bad und Toilette Obergewicht Wechselkurs A usflug Eingew6hnungsreise Fahrpreis, Flugprl"is Flug Devisen Programm far haufige Fluggaste Voltpension der volle Fl ugpreis, Fahrpreis ausgebucht Wildschutzgebiet Geschenkladen
deposit
discount
1 0 sconto
duty f rt" e informativo en -su ite (servizi) il bagaglio in sovr,1ppesO il tasso di cambio I'escursione, la gita il viaggio d i famitiarizzazione la tariff a, il prezzo
d uty free
educational en-suite (facilities)
excess baggage
exchange rate
excursion
fare flight
foreign exchange frequent flyer programme full-board full fare fully booked game reserve gift shop
' 01
devises programme de fidelisation pension complete fJl ein tarif complet reserve naturelle boutique de cadeaux client dC llli-pension randonnee v acancier / estiv ant chaine h6teliere
it volo
il cambia estero il progrJ mm <l per chi viaggi.1 spesso a pcnsione complcta la tariffa comp leta tutto prenotato la riserva d i caccia if negozio d'articoli da regalo I'ospitc a mezza penslone I'escursio nismo it turista la catena alberghiera
G",'
Halbpcnsion Wandern UrJauber Holelkette
Spanish
alojamiento control de !rMico acreo avian
Polish
zakwalerowanie kontrola ruchu powietrznego samalot linia lolnicza wliczaj'lc wszystkie koszly
Turkish
konak!arna hava Irafigi kontrolU
Greek
CTeYOOI1
tACYXO~
ev otploC; KUKAoqlOpiac;
ypa~lJr;
u,ak
hava yollan hepsi dahil yer aylrtma bagaj
S irt ~antali turist
OCPOOKO!pOC;
linea aerea
todo incluido
asientos
ocponopuo'l
6.\0 oUl-lm:pIAQiJ[lavOIJCVO
KOTOjJCP10IJOC;
przydziat (rniejsca)
bagaz lurysla z plecakiem saldo nocleg j sniadanie
9tOf]<;
equipaje
mochilero
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TO ~lli1(;J T" <: m:pLn'\avwllv~
saldo
aJojamiento y dcsayuno
IOOAOYIOIJOC;
UrTVO<;
KOt
np6yeuIJo
embarcar
wsiadanie na pokfad
binmek
yer aYlrmak , rezervasyon yapmak yer aYlrma, rezervasyon rezervasyon formu klsa talil balayi dairesi
bro~ur
eml3if3aOl1
KAF-ivw
reservar
rezerwowac
rezerwacja formu larz krotki urlop apartament d la nowoiencow broszura zaloga kabinowa oplala za
rezygnacj~
atan
rescrva
solicitud de reserva descanso corto suite nupcial folie-to camarote de la tripulad6n recargo par canceladon alquiler de caches compania de trasporte catering chalet recargo por persona fletar vuelos charter factufaf auto bus condominio
KpoTTlOTl atone: lPoPfJO KpOTrJOTlC; St one: OUVTOj..lC; I5tOKont c; YOfJrlA10 oouiTo tpuAMblO 151 0tprJfJ1OTlKO nAf)pwfJo np6oTlfJo QKUpwonc; E:VOIKioOT') aUToKlvr'lTou jJt.TOlPoptOC; TpOqlOOOotO t.f;OX1Krl tnoUATJ xpt won ova OTO\.lO VOUAWVW milOt.lC; TO'OPTt.p Oiplf;'l mo YKIOt nn'lone: AwqlOpeiO OUYKUPIOPXio
OUjJ~UAOC:
wypoiyczanie samochod6w pr.zewoinik tywienie dziakka oplata za jednct ezarterowac IOly czarterowe zgloszenie aulokar wakacyjne mieszkanie wtasnOSciowe konsultanl pilot wycieczki ubezpieczenie list przewodni nakrycie slolu wycieczka morska waluta wycieczkowicz odjazd sala odlot6w depozyl zniika bez cia objazd trasy (aparlamenl , po k6j) z lazienkq nadwaga bagaiu kurs wymiany wycieczka objazd trasy oplata
si~ osob~
kiralamak, tutmak (farler seferi bileli vize ettirme yolcu olobOsli ka t mOlkiyeti konsOltan, dam$man kurye sigorta kapsaml ve miktan evrakm mahiyelini anlatan meklup solra laklml deniz gezinlisi para birimi gunubirlik dola$an kimse
ka lkl~
do odprawy
asew'
mensajero cobertura carta de presentad6n cubierto crucero moneda excursionista salida
sala de embarque
depOsito descuento libre de impuestos v iaje e9ucativoJ viaje de estudio incorporado exceso de equipaje tipo de cambio excursion viaje de familiarizacion pasaJe vuelo divisas programa de vue los frecu entes pension completa billete entero totalmenle lIeno coto de caLl tienda de regalos invitado media pensi6n excursionlsmo veraneanle cadena de hoteles
giden yoku salonu kaparo iskonto, indirim gumrliksuz e9ilse! amac;:11 gezi en-suite lazla bagaj deviz kuru gezinli pefsonele turizm
u9u~
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KOTO~Ari EvvUrlOTlC;
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bile\ liereli, yol parasl. devi z slk u(fu$ yapan yolcu programl. lam pansiyon tam bi le! parasl rezervasyon dolu, yerler dolu. aVI korumak iin ayrt l m l ~ arazi hediyelik e~ya dOkkam mis.afi r. konuk
koIa cj ~
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zakwalerov.anie z pe!nym Wyz-fio"f:fII.;m bilel petnoplatny brak wolnych miejs.c rezerwal towiecki sklep z pamiqlkami gosc zak waterowanie z
w~drowanie
zirrciri
125
hotel ier in-flight in-flight service incentive travel insurance policy itinerary jet lag liner load factors lobby long-haul flight occupancy option out-at-season outbound package tour passenger passport control premi um racking reception refurbishment resort return ticket round trip (Am. E.) runway safari scheduled airline scheduled fligh t seasonal self-catering self-drive shuttle sightseeing skiing special interest holiday special offer stand-by (passenger) stay st opover surcharge tariff tax-free terminal terms and conditions theme park time slot time zone timeshare tour tourist board Tourist Information Centre transfer travel twin room upgrade valet service Window-shop winter sports
Hotelier wahrend des Fluges Service wahrend d6 Fluges Reisen als Leistungszulage fur Personal Versicherungspolice Reiseroute Jet-lag Passagierschiff Lade-Faktoren EingangshalIe, Foyer Langstreckenftug Belegungsrate einfache Fahrkarte Wahl, Moglichkeit
au~rhalb
a bard d'avion
voyages de stimulation police d'assurance itineraire fatigue due au decalage horairc paquebot de grande ligne taux de remplissage d'avion reception vollong-courrier taux d'occupation aller simple option hors saison en partance voyage organise passager contrale des passeports pnme presentation de brochures reception remise station billet aller-retour aller-retour pistc d' envoi safari
it viaggio d'incentivazione
la polizza assicurativd t'itincrario il jet lag il transatlantico i fattori di carico la lobby il vola lungo
rate
one-way ticket
der Saison
auslaufend Pauschalreise Passagier PaBkontrolle Pramie Stander/Regal fO r Werbematerial Empfang Renovierung urtaubsort Ruckfahrkarte Hin- und Ruckreise Start- und Landebahn Safari
Unjenflugg~lIschaft
II passeggero
il controllo passaporti
11 premia
I'esposizione il riccvimento J'ammodernarnento, la messa a nuovo il centro turistico, il luogo di soggiorno il biglietto di andata e ritomo il viaggio di and ala e ritorno la pista di decollo 0 di atterraggio il safari la compagnia aerea di linea il vola di linea, il '0'010 regolare di linea st<lgionale con usa di cucina senza autista la navetta il giro turistico, ta visita ai monumenti 10 sci la vacanza d'interesse speciale j'offerta speciale in stand-by
a neuf
planmaBiger Flug. Unienflug Saison- Ije nach Jahreszeit selbstversorgend fUr Selbstfahrer Pendeltransport Sightseeing, Besichtigungen Skilaufen Urlaub je nach Interessengebiet, Hobby Sonderangebot Standby-Passagier Aufenthalt Zwischenstation, Zwischenlandung Zuschlag Tarif zollfrei Terminal allgemeine Geschaftsbedingungen Freizeitpark Zeitschlitz, Zeilspanne Zeitzone Timeshare Tour Fremdenverkehrsverein Touristen- Informationsburo Transit (eisen Zimmer mit zwei Einzelbetten Steigerung Reinigungsdienst einen Schauf ensterbummel machen Wintersport
a theme
promotion voyageur sur une lislc d'attente sejour halte surtaxe prix exonere d'imp6ts aerogare modaJites parc a theme/ pare d'attractions plage horaire fuseau horaire maison en multipropriete excursionlvisite guidce/circuit office de tourisme syndicat d'initiative transfererItransfert voyager chambre ster faire du leche-vltrines
II soggiorno 1 0 scalo
11 ~pplemento di prezzo, il sovrappreuo
la tariffa esentasse, nOn impon ibile I'aerostazione, iI term inal termini e condizioni
i1 timeshare
il viaggio, il tour I'ente turistico Centro Informazioni Turistiche
iI transito, il trasferimento
viaggiare la camera doppia, la camera a due letti avanzamento di grade
a deux lits
meilleur classement
sports d'hiver
hotelero en vuelo servicio a bordo viaje incentivo paliza de seguros itinerario desfase horario transatlantico 1actores de carga ves tibu la vuelo de larga distancia tarita de alojamiento billete de ida opeion fuera de tem porada salida/partida viaje organizado pasajero control de pasaportes prima de seguro estan\e recepeion renovaclon centro tunstico billete de ida y vuelta viaje de ida y vuelta escapado safari linea aerea programada vuelo programado estacional seltcatering sin chofer servicio de enlace visitar lugares de interes esquiar vacaciones de interes especial oferta especial en espera estancia parada aplicar un recargo tarifa sin impuestos terminal h!rminos y condiciones parque tematico cscala de tiempo zona horaria multipropiedad glra o ficina de turismo Centro de Informacion y Turismo transbordo v lajar habitacion doble ascenso/aumento/mejora servicio de planchado mirar escaparates deportcs de inviern o
otel yoneticisi/sahibi.
uC u~ esnasmda uCu~ Slrasmda sunulan hizmetler ba~anh personeli OdOliendirme yolculugu.
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statek oceaniczny wsp6tczynnik zaj~losci miejsc hall 10ly dalekiego zasifi!Q u wsp6lczynnik zaj~tosci bilel w jednlt S lrom~ rezerwac}a wymagajqca potwierdzenia poza sezonem l am (0 kierunku jazdy) zorganizowana .....ycieczka pasaier kontrola paszportow sktadka ubezpieczeniowa pOlka recepcja (reception); przYi~ie (party) odnowienie uzdrowiskO bilet powrotny pooro! tam i z powrolem pas startowy safari reguJarna linia loln icza regularny 101 sezonowy za.walacwanie I
JTlc.lllrroic~ ~nia
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bJeI \.CI~ ~1 r.hiorrn ",,~kIi 1a.>IarKI)~~
ffM rjn:esi
lobi uzak mesale ucu~u oda doluluk oranl yalnlz gidi~ bilel!
s~ nek .
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memlekel dllna selere C1kan, toplu gezi yolcu pasaport kontrolO prim rekJam rallan resepsiyon. misalir kabultoreni yenileme gezin!i yerleri
donu~ bileti gidi~-donu~ yolculugu
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npoypOlJj.JOTl~tvrr Tpe~(j.JaToc;
uCak pisti salari larileli hava YOllan tarifeli seier sezonluk, mevsimlik
posilltirr;
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kendin ye
wlasny transport (dojazd) autobus, pocic:jg zwiedzanie jazda na nartach wakacje specjalislyczne olerta specjalna stand-by
~Iorsuz kiralanan
servis otobusu. gezme, gorOlecek yerleri ziyare t elme kayak yapma ozef ilgi amaclilalil indirimli liyatlar bekfeme fistesi kalma, ziyarel suresi konaklama, mala krediyi deltere kaydetmeme tarile vergisi z ucak lerminali artlar konulu eglence parkl zaman dilimi
arz derecesir.e g5te resmi $33.\11'1 ayn. oIcUOu toge
poby1
przerwa w podro.iy doptata taryfa
bez podatku
terminal warun
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l1loa:5~eczko
odcine< cza:.su
sire.a~-a
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