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English for InternationaL

Miriam Jacob
Unit SeHing Revision DeveLoping the Topic
1 Travel agencies and tour Vocabulary 1: types of holiday Reading 1: Weddings and Honeymoons
Types of
language Focus: compound adjectives with Reading 2: Sells Ring and Confetti Rains

Vocabul ary 2: compound nouns
page 4
Speechwork: word stress, in two, three and
0 listening 1 and 2:The Type of Holiday Italians
four-syllable words
Writing 1: letter-writing format
Writing 2: completing a fax
2 Recruitment and job language Focus: si mple/continuous verb forms listening 1: work experience
A Career in
Writing 1: a career history Writing 3: describing a career
Speechwork: word stress: -tion. -ai, -i al. -ity,
Reading: On a Tour of Duty

page 9
Vocabulary: job titles and job terms
Writing 2: a letter of application
3 Tourism organisations and language Focus: past simple/present perfect listening: development of tourism in the
Trends in
tourist boards simple Czech Republic
Writing 1: changing trends in tourism Writing 3: a memo: tourism in the Czech
page 14
Speech work: past verb forms with ed
Vocabulary 1; terms for travellers
Reading: They Came, They Saw, They

Ate Pizza
Writing 2: writing from notes
Vocabulary 2: money terms
,4 Touri st boards, tour Listening 1: Top ten highest spendi ng
Reading: When the Heat is On

Where People
operators, Tourist visi tors to the UK
listening 2: Sicilian tourism
Information Centres (TICs),
Speechwork: the schwa:l
0 Writing 2: a report on tourism in Sicil y
and travel agents
page 18
Vocabulary: British and American usage
Speaking: readi ng figures aloud
language Focus: the definite artide
Writing 1: expanding notes into an article
5 Travel agenCies language Focus: asking questions and question listening 2: the sales conversation
Travel Agents
t a ~
Reading 1: Selling Techniques

page 22
Speechwork: intonation in questions
0 Reading 2: Top Shop

Li stening 1: a booking form
Vocabulary: compound adjectives
Writing 1: a letter of confirmation
Writing 2: a fax requesting information
Review 1
l anguage Review
Uni ts 1-5
page 27
6 Tour operators and Speechwork: contractions
Reading: Holiday Reps Enjoy a Hard
l anguage Focus: the passive
Day's Night
Writing 1: a briefing letter for a new
Vocabulary 1: words with more than one
page 29
listening 1 and 2:Poker game decides the
fortune of holiday firms
Vocabulary 2: financial expressions
Writi ng 2: a report on sales patterns
7 Tourist boards Vocabulary 1: advertiSing literature Vocabulary 3: describing leisure pursuits
Promoting a
language Focus: referri ng to the future Reading: Test Series Gives Big Boost to

Speechworlc: pausing and rhythm
West Indies Tourism
page 34
Vocabulary 2: brochure language
listening: promoting Ireland as a tourist
Writing 1: promotional material
Writing 2: reporti ng on how Ireland is
8 Ecological and economic Speechwork: word boundaries
Reading: Battle to Save the Galapagos

Vocabulary 1: business coll ocations Vocabul ary 2: the environment
National and local
l anguage Focus: reporting verbs Listeni ng: Ecocentrics
page 38 Environmental and tourism Writjng: Instructions for Travell ers to
agenCies India
Unit Setting
9 AU tourism providers
page 42
10 Customer relations
page 48
11 Hotels
Hotel Facil ities
page 54
12 Hotels, trade fairs, tour
page 59
13 Tourist Information
Things to Do
page 63
14 Guided tours
the Past
page 6 ~
15 Hotels, airlines, conference
page 74
Tapescri pts 81
= Reading text
o = listening text
Vocabulary 1: two-part verbs
Language Focus: two-part verbs
Speechwork: making announcements
Vocabulary 1: adjectives describing personality:
Language Focus infini tve or gerund?
Speechwork: contrastive stress
Writing 1: replying to a letter of
Review 2
Language Review
Units 6 10
page 52
Language Focus: adjectives and order of adjectives
Speech work: stress in compound
Vocabulary 1: collocations with and
Writing: repl ying to a letter of enqUiry
Language Focus 1: conjunctions
Vocabulary: adjectives
Speechwork: pronunciation of the
letter a
Vocabulary 1: tourist facilities
Speech work: pausi ng and stress
Language Focus 1 :conditionals
Listening 1: Berlin Tourist Office
Writing 1: a leaflet giving tourist
Speechwork: pausing, stress and pitch
Writing 1: designing a poster
Language Focus: relative clauses
Speaking: giving a guided tour
Speech work: sound and spelling - word
stress in homographs
language Focus: possibility and certainty
Writing 1: a template promotional letter
Review 3
l anguage Review
Units 1115
page 79
Key ..
Developing the Topic
Vocabulary 3: air travel
Listening: flight scheduling
Reading: Which Seat on the Plane?
Writing: a fax: information on
Reading 1: An Unfortunate Inodent at
Ridgeway Tours

Vocabulary 2: service
Listening: dealing with cust omers face to-face
Reading 2: Answering Customer Queries

Vocabulary 3: expressions with hand
Writing 2: writing instructions - how to
create a good impression
listening: Grand Bohemia Hotel
Reading: Seeking a Grander Hotel
vocabulary 2: forming verbs with the prefix
en or em
Li stening: choosing a site for a theme
Language Focus 2: conjunctions
Writing: recommending a new site
Reading: Mammon Rampant in City of

Listeni ng 2: l ondon Tourist Board
Language Focus 2: intensifiers
Vocabulary 2: Synonyms: British and
American English
Reading: Greenwich - the Centre of

Time and Space
Wri tng2: giving tourism information
Listening: custodians at Dover Castle
Vocabulary 1: castles and museums
Writing 2: a speech: life in the Middle
Reading: Fossils Get into Showbiz
Vocabulary 2: negative and positve adjectives
Writing 3: writi ng an advertisement
Vocabulary: conferences and meetings
Listening: organising a conference
Writing 2: writing a set of instructions
Reading: Women Business Travell ers

of Holiday
Vocabul ary 1
a ,
e i
9 ,
What is the hidden vertical word? ______ _
Use the words t hat are missing from these sentences to
complete the grid.
a A flight from London to Australia is a _ - _ flight. (4. 4)
b A _____ is a holiday where the touroperator
arranges both the f light and the accommodation. (7 & 4)
c Two weeks at a residential art school is a ___ _
holiday. (7 & 8)
d A holiday aboard a luxury liner is a ___ . (6)
e A two- or three-day holiday which is not taken during t he
week is a .(7 & 5)
A holiday visi ting a game park is a . (6)
9 A holiday on a farm, staying as a guest of t he owners, is a
____ .(8)
2 Answer these questions:
a What is the opposite of a long-haul destination?
b Give an example of each of the following for your country:
1 a long-haul destination
2 a special interest holiday
3 a city break
4 a theme park
5 a domestic resort
Language Focus
Compound adjectives with numbers
Decide if these sentences a re correct or incorrect. Correct
the sentences that are wrong.
a It's a fi ve miles' drive t o the airport.
b On thi s two-day escorted t rip to the Cairngorms, you wiD
travel by coach.
e There are several weekend break packages in this
d The guests decided to opt for the set menu.
e Management regret to announce that there wil l be a f our-
hour delay.
.., 2 Use the information in t he grid to write short descriptions.
(The first one has been done for you.)
a Its a twrJ-cenirehofid.cutUz,JtingJeKen You
will staslJl two liJ.xw'f il"ve-dNh0t.tJ.4, the FurtJuuJ.
in Pa1.errrw arui the pon.u. Nuevo in CefaiJ1. 7k
wi1i in.cLu.d.e hAlf-board with a fUur- course
everWtfl meal in flu. tra.d.i.titmai
Tour Number Duration Hotels Category location
of centres
Sicily two 7 nights Fortun.l
PalefTT10 HB
Cefalu If aditional
Nuovo restaurant
(number of
courses..: 4)
Goo two 14 nights eo.
on ..... '"
S miles
Toj from the '" 3 days
Mah,1 city centre
Tur key t hree 14 nights Da/dfMn
escorted hiler!
, od S;men.J
"' 0
10 nights Or/,mdo
10 mil es in Orlando:
Sup/erne from visit theme pan:s
Cayman DiSney
Islands World
on beach Cayman:
restaurant ==
Word stress
The words in the box appear in the two reading texts in
Developing the Topic.
Put them into the corred columns according to their stress
abroad arrange better
castle client couple
customer destination escape
marriage occasion prefer
recommended reservations romantic
speciali st towards wedding

listen to the tape and check your answers.
Writing 1
These are the different sections of a letter. They are in the
wrong order.
Put them in the corred order, by numbering them 1-10.
o Types of Holiday
Yours Sincerely, 0
John Barrett 0
Sales Manager
Ms D. Carlisle 0
The Grove House
435 lovers lane
Dear Ms Carlisle, 0
lOurs 0
Europa Avenue
74n Newbern
Massachu::: ;.s ___
. t draw your attention to 0
In particular I the four-hour weddings
something neW an eXC! I , . es by elephant and
h the groom arnlJ
in Thailand were rf mance by drummers
. dwithapeo
the proceedIngs en 46 in our brochure. We
hich is on page .
and dancers, W dd' s in hot air balloons ,n
are also able to offer we 109
Kenya or on camels in Mombasa.
We look forward to hearing from you in the near 0
future and welcoming you on one of our Europa
wedding packages. Please phone our help li ne on
10293847456 for up-to-the-minute information on
avai lability.
e in whiCh yOU 0
our letter 01 5 Jun moon packageS
lhank yOU tor Y . on about our hOney our latest
request info
nnd endos
d hich most suit
th a diller
. 0_ d those tours w
WI have mar",e
brochure. I
'lour needs.
Nearer at home, here in the States we offer 0
under-sea ceremonies off Florida Keys, or if ou
prefer to marry in the Winter we can arrang: the
ceremony to be On the ski slopes in Vermont.
8th June 0
Developing the Topic
Reading 1
Read the articl e Weddings and Honeymoons and answer
the questions.
a Why, according to the article, is it becoming more popular in
Britain to get married abroad?
b What is the minimum t ime a tour operator needs to
organise a wedding abroad?
c Which group of people find t his type of weddi ng more
d What change is affecting this trade at the moment?
e Which extras were once free, but are now to be found 00
the supplements lists?
Why is Ireland becoming a popul ar destination?
Weddings and Honeymoons
GETTING married .broad
was once ron$idered a whim
strict ly for the fabulously
wealthy - or deeply eccentric.
But over the last to years
it has become a much more
accepted idea. Indeed, it
is now considered trendy.
""-'_--'--' Although the total market
remains relati\ small, at."Counting for perhaps 15,000 of the
dose to 400,000 couples who get married each year, numbers
arc increasing all the time.
Cost is one of the main reasons. It is estimated the
a v e r a g ~ wedding in Britain t.'ost'i between 8,000 and 10,000.
This contrast .. with the f.2,OOO it can cost a couple to have a
combined wedding ceremony and honeymoon abroad.
It is also ea."ier to arrange. While many UK ceremonies are
planned a year or more in advance, weddings abroad can
usually be booked a few months ahead. Operators covering
certain destinations can handle a reservation just 2 weeks before
the \,,eddiog day - although it is not recommended.
Colleen O'Brien, weddings coordinator for Kuooi, which
handles about 3,000 weddings a year, said: "There is quite a lot
of administrative work which needs to be done, so the more
time we baye the better.
"Clients should also be aware they will need to have some
involvement with the paperwork, although we try to keep that
to a minimwn. However, we do fmd some customers who think
that because they have booked their wedding through a tour
operator, they will bay': to do absolutely nothing."
She thought getting married abroad was "the perfect idea".
Although Kuoni's wedding client" have ranged in age from 18 to
75, she said the concept was particularly suited to couples
embarking on a second marriage or those who had been living
together for many years.
"They often want to escape everything and everybody and
just celebrate their wedding quietly," said Ms O' Brien.
The majority of wedding couples prefer to travel just with
each other, hut an increasing number are inviting a couple of
fri ends or relatives. Carol Stokes, Thomson Holidays' long-haul
marketing manager, said there is also a growing trend towards
wedding groups.
"It is no longer unusual to have 10 or 15 people accompanying
the bride and groom, and on one famous o<;casion last year, we
had a group of 64," she said.
In the past, wedding guests would stay in a separate hotel and
return home a week before the newlyweds, but Kuoni's Ms
O'Bricn said they now often accompanied the couple for the
whole of the trip.
"Trends are definitely changing," she added.
In fact, trends arc changing across the whole of the
honeymoons market . For example, operators wed to offer
flowers, fruit or 'wine free of charge to newlyweds. But now
such extras invariably appear under the heading of '"special
occasions" - next to a list of applicable supplements.
According to Kuoni, the Maldives, Mauritius, St Lucia and
Far East tours are among the most requested honeymoon
Closer to home, shortbreak specialist Time OfT said Venice,
Rome and Paris were continuing to attrac.:t steady business,
while Ireland was becoming popular for its romantic castles and
country hou$e hotels with four.poster beds.
(from Travel Trade Gazette)
o Types of Holiday
Reading 2
Read Bells ring and confetti rains f rom Bali to Cyprus and find the following
a The most popular destination in the Indian Ocean.
b A destination t hat has recently abolished a residency quali f ication.
c An area that is popul ar due to its cheapness.
d An ideal locati on for safari honeymoons.
e Where the bride and groom must be of the same religion.
Where most weddings take pl ace at a beach resort .
9 Where couples must be resident in the country for at least seven days.
h A country where the Tourist Board has issued a leaflet explaining wedding
A location t hat does not have a resi dency qual ification.
Where t he price incl udes the chapel f ee, photographs, a limousi ne and
Bells Ring and Confetti Rains from Bali to Cyprus
Peter Lilley looks at both the new and the traditional wedding venues
THE CARIBBEAN is still (he most popular region for getting
married abroad, helped considerably by (he relative cheapness of
J:l..maica and ,he Dominictn Republic - the ben-selling
destinations for both Thomson and Cosmos.
The Cayman Islands has made it easier for couples to gcc
married by abolishing itS previous 72-hour residency qualification.
The Department of Tourism has issued a leaflct. Gwing
Married in the Cayman Islands, detailing all the information
required to obtain a marriage liccnce.
Skybus Holidays' Caribbean Dream programme is among
operatOIS featuring St Lucia, where it offers wedding arrangements
from 374 per couple at the Islander, Candyo Inn and Caribees
hotels. Caribtours offers plantation weddings on St Kitts and
Mauritius has moved ahead of the Seychelles as the rnO$[ popular
wedding destinuion in the Indian Ocean.
Ic is now thc bigges-Heller for Kuoni, which features eight
propenies including Lc Touessrok, where wedding arrangements
coS( 125 per couple.
Gaining in popularity quickly and an ideal choice for
couples who want a beach/safari combination or a two-ccmre
wedding/honeymoon I1Utchi ng Kenya with the Seychelles or
2 Which destinations would you advise these cl ients to choose?
Somak Holidays offers wedding packages at a number of beach
Anmhcr more problematic place to hold weddings, which was
why Thomson withdrew.
Couples need to be resident in the country for seven working
days and present themselves to officials in Jakarta.
It is also imponant that both the bride and groom should be of
the same
Most couples who get married in Malaysia do so in Penang - the
country's first and best-known beach resort.
Popular locations for the ceremony include the Shangri-La Rasa
Sayang with its exquisite gardens.
The popular wedding locations of Florida, Hawaii and Las Vegas
have the advantage of having no residency qualification. so couples
can get married 3S soon as their paperwork is in order.
Prices stare at 142 for 3 wedding ceremony at the Chapd of
Flowers in Las Vegas which includes the chapel fee, witnesses,
photogr.aphs and limousine service.
In Hawaii. prices start at 589 which includes of a
limousine and a solo musician or vocalist at the reception.
(from Trawl Gautu)
a Miss Colley and Mr Browne who would like to go on a safari honeymoon.
b John and Sarah who have onl y f our days f or t he trip.
e Petra and Peter who would like to go to Asia and stay at the seaside.
d Charl es and Diana who would like t o get married on a pl antation.
e Antonella and Francesco who would like a reception wit h li ve music.
Vocabulary 2
Compound nouns
Look again at Bells Ring and Confetti Rains.
How many compound nouns can you find containing the
word wedding? For example: wedding arrangements.
2 Use the nouns in the box to form compound nouns
a touri st destination at t he seaside
b the price charged for a religious ceremony
c document permitting someone to marry
d a chauffeur-driven car
Listening 1
Giovanna is a travel consultant in a large Roman travel
agency. She is talking t o Colin Butler, the new Ventures
Manager of Exotic Destinations, about the types of holiday
many Romans take today.
Listen and complete the chart.
Time of year Types and length of Places most
holiday li kely to go



Seychell es


4 honeymoons

Australi a

Listening 2
Vincenzo is a t ravel consultant in a busy travel agency in
Palermo, the regional capital of Sicily. He is talking to CQIr
Butler, the new Ventures Manager of Exotic Destinations,
about where Sicilians go on hol iday.
o Listen and decide if these statements are true or false.
a The most popul ar holiday destinat ion is the USA. T 0 F =
b 60 per cent of Sicil ians holiday in Europe. T 0 F =
c Thailand and Singapore are more popular honeymoon
destinations than the Maldives or China. T 0 F =
d Sicilian holidaymakers only want to sit on the beach all d':'
e The Far East is popular because you can have the and
t he sea as well as touri ng the area. T D F =
Mexico has become popular in the last three years.
Writing 2
Complete Colin Butler's fax to the Managing Director of
Exotic Destinations.
Maria Rodriguts
044 171354 8979
From Colin Burltr
Fax 00 39 92 374 857
No. of pages including this one: 1
Rc Italians' holiday preferences
Dear Maria,
I have had several meetings with travel agents throughout Italy.
The meetings in Rome and Palermo were particularly useful.
1 Holiday periods
According to the travel agent in Rome, Italians tend to take (a) __ _
breaks in August with shorter breaks at (b) and

2 Destinations
Both consultants believed that (d) , (e) South
America and the Far East were popular destinations. Their
suppon the figures we have from the tourist board and our previoos
research on the popularity of particular destinations both for the
general holiday trade and the honeymoon trade. though in Sicily it is
felt that (f) is the most exotic destination.
3 Cultural! short break holidays
These tend to be taken at (9) ____ when Italians visit
cities such as (i) (j) , and {k), ___ _
4 Types of holiday
Apparently, Romans still require mainly (1) ____ while the Sicia-
are now demanding (m)' ___ _
5 Popularity of the Orient
This is growing in popularity as tounsts can combine a (n) _ __ _
with a (0)' ___ _
I trust that this will be helpful. 1'/1 submit a flill repon on my return ne)7

A Career
in Tourism
Language Focus
Simple/ continuous verb forms
o 1 Peter is being interviewed on the radio about his career.
Listen and fill in the gaps.
Interviewer: Peter (a) .. ............ .......... in various sectors
of the trade now for many years. As I
understand it. Peter, you (b) . . .. in
Bahrain, Kuwait and other countries in the
Middle East and now you (e) .. in
Peter: Yes, thaI's ri ght.
Interviewer: Can you tell us how it all started?
Peter: Er ... when I (d) .............. school I joined the
army and got my first posting to Bahrai n.
Interviewer: So how was that connected with tourism?
Peter: While I (e) ............... in Bahrain I was asked
to set up a youth television service. So I left
the army and continued to live in the Middle
East. I (ft ............. on very well in the media
business but (g) ............. to take up a post
at the Hilton Hotel in Kuwait .
So you had t wo changes of career. Why
move again?
Well, it was something I (h) ...... to do.
Interviewer: But then you returned to England and
Woburn. Why was that?
Peter: I felt that the time was ripe to return home.
There (i) . . ... a time when you feel a
little homesick.
Interviewer: So what did you do at Woburn?
Peter. The job at Woburn was demanding but very
Interviewer: But you've moved again?
Peter. Yes. I couldn't resist the challenge to have a
say in the future needs of a heritage site
such as Hadrian's Wal l. At present I
(j) ...... to persuade government to
understand the need for the conservation
of our culture, but at the same time to all ow
for maximum visitor satisfaction.
2 Tick "/ the corred boxes.
a The interviewer says "Peter has been working in various
sectors" .
Does this mean:
Peter worked in all the sectors at the same time?
2 Peter worked and is still worki ng in the tourism
3 Peter no longer works in touri sm?
b The interviewer says "you have worked in Bahrain".
Does this mean:
1 Peter no longer works in Bahrain?
2 Peter still works in Bahrain?
3 Peter is about to return to Bahrain?
Writing 1
1$1 Look at the pictures and the notes and use them to help
you complete the dialogue. The first one has been done for
1 Area Sales Manager 2 office junior
4 home after 3 years
Interviewer: What do you do?
3 ~ S
10 I, 11
17 Is
I:. ., ;
13 'f 13
Paula: (I) I am the Ar'ea Sales Managu for Funtour5 Ltd. a firm of travel agents.
Interviewer: I understand that you' ve had a varied career. How did you start?
Paula: (2) ..
Interviewer: And what did you do after that?
Paula: (3) . ..
Interviewer: What then?
Paula: (4)
Interviewer: Back to the travel hade business?
Paula: ~ .. . .. .... ... . .... - .... ....... ................. ...... ... .............. .
Interviewer: And when did you move here, to Funtours?
Paula: (6) .
Interviewer: And what does your job involve?
Interviewer: Thank you, Paula. I' ve enjoyed talking to you.
3 one year later. tour guide
Word stress
Look at the words in the box and mark the stress on each
one. For example:

prediction accommodation
operation vocation
conservation satisfaction
managerial political
additional interpersonal
reality priority
personality novelty
organisation compensation
ambition graduation
Listen to the tape and check. Practise saying the words.
Writing 2
A letter of application
In the letter below there are some grammatical errors on
some lines.
Underline the incorred word or words. Then write the correct
word(s) in the box on the right-hand side of the page.
Dear Sir.
a) I am writing for applying for the post of juni or sales manager at
e A Career in Tourism
2 Complete the sentences below to make a rule for each set
of words .
a For words endi ng with the suffix tion the stress is on the
.. .. ..... ........ from the end.
b For words ending with the suffix al the stress is on the
................. .. ... from the end.
c For words ending with the suffix ity or ty the stress is on the
............ .. . ....... from the end.
3 Read this conversation between Alain legrand, the General
Manager of the Paradise Hotel, and Silvia Fonteyn, an
applicant for the post 01 Front-ai-House Manager.
Mark the stress in the italicised words.
Silvia: Yes. After graduation I took a year out and went
backpacking in t he Himalayas. I then joined an
organisation that was concerned with the
conservation of our national heritage before
returning to university to gain a qualification in
travel and tourism.
Alain: So you gained additional qualifications?
Silvia: Mm, yes, that's right. You see it had always been
my ambition to work in the t ourism sector.
listen to the tape and check your pronunciation.
b) Gobi Desert Tours Inc. which I see advertised in thi s week's Travel Weekly.
c) As you are seeing from my resume I have recently obtained a diploma in
d) ' rourism management from the Tourism Institute in Madrid after
e) I had been completing a three-year course there.
f) Since I am always wanting to work in the States in the travel business
g) seclor but was not wishing to commence work until I was fully proficieIH
h) in English I spend the last six months studying in London.
i) During thi s time I be fortunate enough to find a part-time job in a local
j ) travel agency which is specialising in travel to the States and where I was able
k) to develop my interpersonal skill s.
1) I attracted to your vacancy as I believe that I can offer the drh-e and
m) commitment necessary to persuading middle-aged holidaymakers to trek
n) across the Gobi desert.
0) I enclose my resume and look forward to hear from you.
Developing the Topic
Listening 1
Justine and Kitty both work at the Excelsior Hotel. They are
talking to a group of tourism students about their careers.
Listen and complete the grid.


PART-TIME while at ......... ....... .. while at school




conference sales
Writing 3
Read this summary of Kitty's work experience. Then write a
similar summary for Justine.
When Kitty left school she went to college where she
followed a three-year hotel management training
programme. While at college she had several
jOb5 incl uding working in a re5ta urant as a
waitress and in hotel reception. Her first full-time j ob
was as a restaurant manager in a small hotel.
1 Read this extract from an article about careers in tourism
and complete the gaps.
On a Tour of Duty
By the 21st century. accordi ng to an English Tourist Board
prediction, tourism wi ll be the largest (a) ................ in the \vorld. It
already one of Britain's largest industries, employing 1.5 million
people in trilvel, heritage and leisure .
Although (b) .............. in travel and tourism may appear to be
full of glamour and one long holiday, the reality is that mey are
hard (c) .................. involving long hours and considerable stress
with little pay. Nor is (d) ........... . ........ security regarded as a high
priority, because moving from company to (e) ..... . .
or from one sector of the industry to another is seen as a perfectly
acceptable (0 .................. strategy.
This immensely complex and interdependent industry consists
of the core of (g) .......................... (who design, organise and
market holidays). the (hi ...................... (who sell them to the
public), the main service and product suppli ers (transport.
accommodation and entertainment) and a myriad of speciali st
organisations which support them.
All who work in the industry have a passion for travel, a of
adventure. a liking for novelty, combined with a positi ve attitude to
Prospective (i) .... .. ...... need what are known in the trade as
good interpersonal skill s and a gregarious outlook: they need to be
people who like people. A wi llingness to move around, to accept
... .......... ....... as they arise, is an ao;set which often means that
family ties must come a definite second. The apparent
compensation is the possibility of creating an intemational famil y
of friends and business (k) ...... .... all over the world who
share similar interests and enthusiasms.
(from ThtGuardian
2 'On a Tour of Duty' Part 2. Read these further edracts from the same
article and put them into the correct order. The first one has been done for
d His career pattern is a common one in
whkh a suitable aspirant can start as
a counter derk or trainee and still find
that the sky, literally, is the limi t. It is
widely felt that academic
qualifications are often less important
than people ski ll s, common sense and
a positive att itude for new entrants.
Although computer li teracy, a good
knowledge of geography and foreign
languages are extremely useful, as
are basic research skills. As a
consequence when employees want
to rise through the structure. they
need to acquire additional
quali fications. A growing number
therefore acquire their academi c
qualifications late in their careers. 0
a Her advice to other heritage industry
aspirants is to contact English
Heritage's human resource
department and to remember that
detenn,inalian was the vital ingredient
for a career like hers. "Keep knocking
on doors. keep re_ading and learning
as much as pos!'.ible,' she says. 0
Let's look at Andy Allen, Nat ional
Sales Manager for Jet Set Tours, who
staned his career in 1978 as an office
junior wi th Thomas Cook. After six
months, he joined the air fare unit
then moved to a small, family travel
firm, where he had the chance to learn
all the bas ics and to try his hand at
everything. His first management
post was at a branch of a travel agent
chain from where. after a series of
placements. he moved to Pickford's
Travel. There he spent eleven happy
years, be.coming retail sales manager
and then nat ional sales manager.
When Pickford's amalgamated with
Hogg Robinson in 1993, he decided
to ful fil an early ambiti on and went
backpacking around the world for
eight months returning to Britain to
join Jet Set Tours. [I]
3 Answer these questions:
a What was Andy Allen's fi rst job?
There are also ope.nings for malure
e.ntranrs and graduates f
. < rom other
specialities - such as h
1 Istory
angllages and business studies _ h'
are d WO
. to rake additional
qllahficatlOns and have the oh .
of. . nelson
. expcnencc and personality. For
couriers or resort reps and
TUldes are mature adults with
anguage SkIlls, consideroble tr I
e . . ave
xpenen.ce and knowledge
of subj ects such as t-
. me art
archaeology, history and architecture'
Staff in th h .
e entage sector
concernCd with the conservation and
evelopmenr f h . .
. . 0 Istonc SHes and
are also adults with a wide
vanety of backgrounds and kj 11
Ahhou h S s.
. g there are openj ngs for
schOO.1 le;Jvers and for adults with job
most senior jobs are fiUcd
quahficd experts in archaeology,
hlst.Ory, museum studies, fine an and
Cleus Everard, the newly appointed
Director of Stonehenge, is an
example of the late entrant. She
joined the anny on leaving school and
soon found herself in Oman on <.\
posting as a schools liaison officer, an
experience which. an
Omani government mVltaUOn to
up a youth television news service
after she left the army. Further
successes in TV and the media in
Middle East led to a semor
management post at the Hyatt
Regency Hotel in Dubai, one of the
world's great luxury hotel s. She
eventually returned to Britain to be
appointed director of Longleat, a
job she enjoyed But
the advertised appomtment at
Stonehenge wa.'> irresistible. 0
Find the words in 'A Tour of Duty' Part 2 which describe
the positions or jobs of the people mentioned.
b When do many tourism staff acquire academic
For example:
Andy Allen, National Safes Manager for Jet Set Tours
c For which jobs are older people often preferred?
d In whi ch fi eld would you be unable to ri se to a senior post if
you were not highly qualified?
e What, according to Cleus Everard , do you need to succeed
in the heritage sector?
4 list Andy Allen's employment record in reverse
chronological order. You wil l not be able to give a ll the
2 There are many ways of talking generally about j obs.
For example:
I am writing to apply for the position of Senior Area
Marketi ng Manager.
Find the words that are missing from these sente nces in
'A Tour of Duty' Part 2:
a Cleus had a .............................. as a schools liaison officer
in Oman.
b Andy became retai l sales manager after a seri es of
c His first management ... . .... ..... was in a
travel agent's.
d Cleus enjoyed her ........................... ... ........ . at Longleat
enormousl y.
e Andy began his .......... .... ...... .. as an office junior.
Cleus saw t he ...................... ...... ...... advertised.
I !


in Tourism
Language Focus
The past simple/the present perfect simple
Complete this text using the correct forms of the verbs
in brackets.
uring the 19605 in Britain some resorts (a) ............. (lose)
their way and the will to develop. Some, like Brighton and
Bournemouth, Ibl .... .. ....... ". . (change) direction and
(el .............. (go) for conference business and English language
students. Thousands of small hotels and boarding houses
(d) ................ (become) retirement homes.
However, although at that time the boom in cheap holidays at
Mediterranean resorts (e) ................. (threaten) the future of British
seaside resorts, since then they (f) ........... ........ (adapt) to the new
demands for shorter holidays and for off-peak holidays. Brighton
(g) .................. (invest) in a marina, a conference centre, and a
number of new hotels.
The history of modern mass tourism (hi . (begin)
relatively slowly in the 1960s but (i) ..... Iaccelerate) with the
advent of the wide-bodied jets in 1970, and the substantial growth 2
only (j) ., .................. (halt) in 1973 with major recession. Until then the
market Ik) .. " .. " .. " .... " (develop) in a fairl y unsophisticated way and
was highly seasonal. Then (I) .......... (come) a second setback in
1981, but tourism (mi ................. (remain) remarkably resilient and
expansion (n) " .. "",,. !follow) the pause. It (a) ...... (be) in the
early 19805 that new markets and new segments emerged, when
seasonality (p) ... "",,. Ibe) first challenged, and quality and value for
money (q) .. "." .. " ... "."" .. Ibe) increasingly demanded.
Change wi ll accel erate, marketers will need to identify
change, producers and developers will need to respond to it. But
standards (r) . ............ .. .. (improve). competition (s) '" ...... (intensify)
and the expectations of the traveller are much higher.
Writing 1
Describe how holidays have changed.
Past verb forms with ed
How are the past tenses in the box pronounced?
Write them in the correct columns.
listen to the tape to check.
2 What are the past simple forms of these verbs?
a improve, start, change, move, remain
b look, help, establish, flourish, play
c stay, stir, watch, charge. thrive
d record, affect, walk, persuade, collect
e jump, top, travel, stop, work
Practise saying them.
Which is the odd one out in each of the sets?
o listen to the tape to check.
e Trends in Tourism
Vocabulary 1
holiday maker
Match the people in the box to these sentences:
a I travel daily on this route to work.
b I travel f rom place to place looking for grass for my cattle.
e I travel to a nearby attraction for a short period, usually a day,
for pleasure.
d I travel widely around the world but not necessarily for
pleasure, sometimes for my work.
e I am travelling in t his vehicle but I am not driving it.
I travel by walking across country. It is not my normal means
of transport and I usually do it for pleasure.
9 I travel from place to place because I do not have a
permanent home.
h r am travelling for my vacation.
I am travelling because I wish to make another country my
2 Are the people in exercise 1 always tourists, never tourists
or sometimes tourists?
Complete this Venn diagram.
Always Never
Writing 2
Use these notes to write a short Dar.u!:raoh.
antis Board of Tourism --
1st tour. off
N6T not.s
HQ in Lei"s
staff = 100
role = prom
ice est. 1885 Liml>urg
others on coast & some towns '
t. till 1968
c;; henaam
... 50 in 16 off. abroad
ote & into and dom. tourism. give info -+ consumer
Developing the Topic
listen to Igor Menzel , the manager of Praha Tours in Prague, talking about the recent
development of tourism in the Czech Republic. Take notes under these headings:
The situation before 1989 for outbound tourists:
how Czechs obtained a vi sa:
....... , _ .... -... .
......................... ... ... ..
.... ........ ......
.. ... ..... ...
... . ..... . . . ... ..... .... ...... .. ......... .
. .... .... ........ .. ....... . .
.... ....................... . .
...... ..... .. ... . .... .. .. .. ........ .
....... ......... ... . ......... .... .. . . . . .... . ........... .....
the percentage who travelled abroad: ........ .... ..... ... .... . ..
the number of agencies: .. ............. ..................... ... ...... ..
how Czechs travelled: ........... .. .. ...... ... .. ... .. ... .. ... ....... .
What happened immediately after the Velvet
Revolution of 1989:
.. ... ............... .......... ... .. .. ... .. .
............. .. ...... .... .. .
Developments since 1989:
number of agencies at the moment: ............ ...... .. ...... ..
the most popul ar way to travel: ..... ........ ....... ... ............ .
why it is popular: ...... .. ...... ...... .. ................. ..... .. .
reductions at hotels: .. .. ..... ........ ................ ...... ... ......... ..
Writing 3
The developments in the Czech Republic for
Inbound tourists:
why tourists want to come to Prague:
. ..... ....... .... .. .
. ........... ........ .. .......................... ..
.. ....... . ... ..
. . .... ... ...
. .. . ..... ... ... ... .. .. ..... .. ....... ... .....
.. ............ ..
... .. . .. .... . ... . .... .. .. ........ . . . ..... ...... ...
the problem in the beginning:
. .... ..... .. ....... ..
. ..... .. .. . . .. .. ....... .. . . .. ... . ......
. ...... ......... ....................... . .. ........ .
.. ... ................. .....
.. .................. .
... .. ..... ...........
.............. .... ......... ....... ..
how this was dealt with:
..... .. .. .. ............. ........ ...... .. ... ..
... .................. ...
.... ..... ........ ... ...... .............
. ....... ........ . .. . .. ....
.. ............ ......... ..
the presene situation:
................. .
... .. ' " .......... ..
. .............. . ...
.... .....................
.......... ..................
. ...... .. ...... ..
...... ........ .. ..... .... ......... ................ .
..., You work for Travel Unlimited, a tour operator which is interested in developing tours
to Prague from Italy and tours to Italy from Prague.
Use your notes from the Listening to write a report for your marketing team.
e Trends in Tourism
Thi s article describes recent trends in t ourism.
Read the article and answer the questions.
a How does the article imply t hat earl y tourists behaved?
b In which part of the world does the wri ter believe that there will be the greatest
Increase in tourism?
c Why did the tourists of t he 19505 need reassurance?
d How are t he Pacific Rim tourists being helped and reassured?
e What changes are being made by Briti sh touri sm providers?
They Came, They Saw, They Ate Pizza
The colonists are being colonised. DC}'3n
$udjic on how Europe is being furned into
one big theme park
TOURISM USED to be something that well-
heeled norchern Europeans and Nanh
Americans did (0 ocher people. They put on
brighdy coloured clothes and wandered
around the world as if it were a zoo,
charrering away in fronc of the natives and
scartering the local currency thar they did not
need to bother to understand because they
could buy so much with their dollars and
pounds, confident that they were watching a
spectacle mounted enti rely for their benefic.
Then t hei r less affiuent compatriots
joined in, turning much of the coastline of
Spain, Greece and Turkey into a convincing
replica of the high-rise estates they had left
Tourism is still regarded as a uniquely
\Vestern form of cultural imperialism, and
therefore to be discouraged. However its
next culeuml clash isn't goi ng to be on the
beaches of Asia or the Costas, it's going to be
back in northern Europe, where it all sprang
from in the first place.
Last year Britain had 2 1 million
overseas visitors, up from 16 million JUSt
five years ago. The Government's latest
figures on tourism, released this week,
predict another rise of 10 prr cent. The
numbers of visieors are not going to scop
Vocabulary 2
Jt used to be America that provided
Britain with irs largest contingent of free-
spending overseas visi eocs. But the biggesr
jump in high-spending new visitors is from
Taiwan) Malaysia, Korea and Japan. With
Heathrow full of jumbos (rom Korea, and
even the mOSt out-of-the-wa)' COUntry tea
room eager to accept Japanese credit cards,
Bricain is having to get used [0 looking at
mass tOurism from rhe other end of the
1'5 a development thar wi ll have far-
reach ing consequences for the whole of
Europe. Seen from the omside, parcicularly
from the now dominant economies of the
Pacific Rim, Europe is a puzzling place, full
of incomprehensible little countries, each
with rheir own language. Irs industries,
fcom shi pbuilding t o computers arc dying,
one by ooe.
Europe's fmute role is as a cherne park
the size of an enti re cominent, attraCting
millions of newly affiuem "isitors from the
rest of the world to Stare at the ancient
remains of irs city cent res from Paris and
London to Copenhagen and Amstetdam.
Even before the arrival of the mass-
marker Asian tourist, the impact of tourism
on Bricain has already been dramatic. Look
at Windsor, where what was once a thriving
COUntry town has seen every shop on its high
street turn into a fase-food outiCt catering for
the castle visirors.
The transformation of Britain by
tourism is still only JUSt beginning. Juse as
List the words and expressions from the article that can be grouped around the
words Money and Wealth.
the first British holidaymakers who
vemuted ro Spain in rhe 1950s needed
conStant reassurance to persuade t hem rhat
abroad was n't absolutely terrifying, with
supplies of tea bags, beer and chips, so Asian
visicors to Britain st ill COme in tightly
organised rout groups, rushing around in
packs, following a guide from one familiar
landmark to another. The best of!,'3nised are
the Japanese, who publish handy guides to
reassure t hei r citizens that British taxi
drivers will nor be offended by a tip. The
Japanesc have even establi shed a paral lel
universe in London, clustered around Regem
Strcet, where you wiil find not JUSt the offices
of Japanese airlines, but also br-anchcs of
Tokyo department Stores set up especially to
cater for the overseas J apanese markct.
Delivered by bus, the J apanese can pay in
yen, and have no need to attempt to speak a
word of Engl.ish or to worry abom making
fools of themselves in front of (oreigners.
(Adapted from ThtGuardian)

People Go
Listening 1
Which of these nationalities do you think spends most
when visiting the UK?
the Japanese
the Americans
the Australians
the Italians
the Germans
the Spanish
the French
the Irish
On t he tape you can hear a tourist board official giving a
research student some information on t he top ten foreign
spenders in the UK.
Listen and fi ll in the missing information on the chart:
Top Ten IIlghcst Spending Visitors 10 t.he UK
'1 ,486 million
429 milli on
393 million
Auslrali ans
Canadi ans 252 milli on
10. Dutch 239 million
The schwa <l
Look at this passage and mark the schwa sounds.
Italy has opened the doors of its senate building to visirors,
offering guided {Ours of the sixteenth-cenrury palace on the
first Saturday of each month. The tour takes in (he library
and (he elegant drawing room.
(from TA.Guardian)
o 2 Practise sayi ng it, then li sten to the tape to check.
2 Read t his radi o commercial for holidays and mark ail 1M
schwa sounds. Practise saying it, then listen to the tape
Did you know that in Daytona Beach, in Florida, USA, a fe--:ea
court has ruled that tourists may no longer take their cars 0-
the beach during the turtles' breeding season? Or that yo:; ::a-
get a discount in the bars and restaurants in Atlantic City if .:l-
have a special visitors' card? And that those of you who er :-
bird-watching could take part in an eighteen-day trip through :.-.:-
Scottish Highlands? Or you might prefer a romantic break ':: ::-e
Bristol Hotel, where the candle-lit dinner includes oystf5 z-=
caviar followed by salmon wi th pink champagne! Whatever )"O!..""
tastes, ring Creative Holidays on 0171 384 8394.
How much do you remember?
In the following sentences, find the American word or
expression and give the British equivalent.
For exampl e:
There was a long li ne of people waiti ng at check-in.
US: line UK: queue
a He took a one-way ticket from Paris to Madrid.
b It's usually cheaper to travel in the fall rather than the
c Take the elevator to the roof-t op restaurant.
d The faucet in my bathroom leaks.
e The guest asked for his check.
The price of a round trip is $395, sir.
9 There was onl y one closet in the room.
h Excuse me, could you please tell me the way to the
Look at t he following sets of information.
Practise saying the times, figures and calculations aloud.
For example:
Box office
open daily Mon-Sat from 10 to 10
Tel: 0171 304 4000
The box office is open daily from Monday t o Saturday
from 10 a.m. to 10 p.m. The telephone number is
0171 304 4000.
Language Focus
The definite article
This text has no defi nit e articles (the).
Put them in where they are needed.
o Where People Go
Today's business people travel extensively as part of their job
and stay in expensive hotels. When they go away they want
same comfort as they are used to at home such as
bathrooms. but in a more simple. informal setting. Sea Club
Hotel at Cala Ratjada in Majorca is a hotel that caters (or this
type of cl ient.
It is registered with Tourist Board as a one-star hotel - that is
equi valent to a youth hostel. Its low rating is because there are
no TVs or telephones in rooms, but this is probably most
expensive one-star hotel in Spain! All rooms have en-suite
bathrooms and are built around a luxury swimming pool.
Hampton Court
Guests can laze around all day, or take a car to explore island.
Then in evening Sea Club comes into its own, with dinner
served at one long table - so everyone mixes and gets to
know each other. This is what makes Sea Club so unique;
business people spend t heir li ves travelling but don't get to
meet locals, yet at Sea Club there are always local people who
come in to dine and meet guests.

Tourist Exchange Rates
Italy L 2.395
France FFr 7.96
Germany DM 2 335
Switzerland SFr
Belgium 8Fr
Netherlands G
Spain Pta
There is a 2 % commission charge on aU transactions.
fZ5X DM2 .335=> DM5t.375 - ,2% COhUt1;ssio7'l
.2% x5f.375 = !>II 1. 167
375 - 1.16 7 PM 57. .zoS'
o listen to the tape and compare.

(extn.ct from Leisure and Tourism byVeri te Baker.
published by Addison Wf!sJey Longman)
Are there any places where the definite article is optional?
Where are they?
Writing 1
Use these notes to write a short article about how the
currency situation in 1995 affected where British
holidaymakers went. The original article was published on
June 1 1995. Write it as if today was June 1 1995.
Currency fluctuations = many GB holiclaymakers -+
USA. Turkey, Italy r ;; :..-___ .

L .. t yr.: __ _
Now: 7.8FF= 1
GB trav. lose 30 /every 500 __ . ___ _
... holiday bookings 7'. on 1994
- --t=--'---- ----
Spain business too
Bookings -t -;d April show UK mkt. t from 44 -+ 427,:..... ____ -1
l-;-n -
turkey nearly x2 mkt.. share: now 71.
favourable currency rates must & services
1 = 60/ .. more Turkish lira
cost meals & x2 19
Developing the Topic
Read the article and complete t he gaps.
a The number of visitors to Bri tain last year ....................... .
b The proportion of repeat visitors: ...................... .............. .. .
c The number of Japanese visitors: .......................... .
d Last year's percentage increase in the number of North American visitors:
e The percentage growt h in visitors from the Far East:
The number of North American visi tors: ............................... ...... .
When the Heat is On
It's the seasou. of heat and, whell the
British are at the seaside or abroad, leaving
their cultlll'tli het"itage to tourists. The a'lcient
1J1onlt1Jl.ellls, pt:tlaces, and historic streets
resemble a new Babylon, ,-inging U'itb
Ell1'opean, Asia,ll and America1/. dialects.
Last year, Britain attracted nearly 21 million
visitors. The trend is steadily upward , but the picture
is nOt unequivocally good. Tourism is the world's
biggest growth industry, and Britain is facing ever
fiercer competi tion for tourists' spending money.
"We have been a popular place to come to for many
years; ' said Isobel Coy, ohhe British Tourist Authority.
"Now practically every counery in rhe world is after the
tourist doll ar, whether it has a small coral reef or
Florence. There is serious compet ition out there.
"Britain has CO concentrate on doing well and there
is a lot of room for improvement. Two-thirds of our
visitors are repeat visitors, which is good, bur we mUSt
make sure we' re offeri ng people what they want - high
standards, value for money, and a warm welcome so
they continue to come."
They come for different things. The Americans and
Antipodeans* are interested in our common roOtS and
architecture that is centuries older t han theirs. The
Russians apparently like Blackpool , the Durch and
Germans have discovered the beaches of East Anglia.
the Japanese are heading for Wales, the Scandinavians
for the shops in the North-east, and the Itali ans [0 the
Scotti sh Highlands.
The North Americans come in great numbers - 3.5
million last year, an increase of 4 per cem on the
previous year. The biggest increase, of 30 per cent, is in
visitors from Eastern Europe.
Bur the big growth market for tourism, and the
one all the competing resorrs and desti nations are
aiming at, is the Far East, showing a growth of 15 per
cent a year. The Japanese have been coming, and
continue to come, to Britai n in considerable numbers-
599,000 last year - but it is such nationalities as the
Koreans, the Taiwanese, the Malaysians and the Thais
who hold the future in thei r wallets.
(from ThtGuardian)
'" Antipodeans '" Australians and New 'Zealanders
2 On this map of Great Britain link the nationalities to the tourist spots.
The Scandi navians
The Japanese
The Russians
3 Answer these questions:

...J, Anglia
.r' Wales -
.. . '

a Why must Britain fight to maintain its tourism growth?
b According to the article, which is its biggest potential growth market?
c What needs to be done to persuade more people to visit Britain?
o Listening 2
Now listen to Signor Pacini of the Sicilian Tourist Board talking about tourism in
Sicily and how the regional government is trying to improve the industry there.
As you listen, take notes under these headings:
Where tourists come from
Why tourists choose Sicily
Current trends and future developments
Writing 2
Use your notes from listening 2 to write a report on tourism in Sicily.
o Where People Go
The Germans
The Dutch
The Ital ians

Language Focus
Asking questions and question tags
Rewrite these sentences in the correct order.
a you me is where can tell the station?
b to Florida you do any know are there cheap if flights?
c please this form you in fill could?
d ask mind do some you if I you questions?
e a clerk you would mind is free until waiting?
you me the brochures are show where winter-sun can?
9 when leaves the train next to know would I like.
h tell me you spend to could much how you wish?
~ 2 Rewrite these to make them more polite:
For example:
How old are you? -+ Would you mind telling me your age?
a When do you want to go?
b How many people are there in the group?
c How are you paying?
d Repeat thatl
e I must check the details.
Spell that for me.
9 Give me a deposit.
h Fill this form in.
3 Complete this conversation between a client and a travel
I' d li ke to spend a few days in Rome.
Can you ... .... .................. when ..... ................... ?
Next month, sometime after the 15th.
Fine. And could ............................ how long
.. ?
It depends on the price but preferably for four nights.
Well, we have some very good offers at the
moment. Will .. . . alone?
No, with my partner.
Well , if you take this three-night package to the
Flora Hotel it's only 345 per person, for two
people sharing a double room with shower. let
.............. the brochure.
Question tags
4 In this exercise the travel consultant is checking some
information, but she makes a lot of mistakes!
Write the questions she asks. The first has been done for
you as an example.
Your name is Mr ~ o r g e Brown, isn't it?
No, it's Mr Huw Brown.
. (English?)
No, I'm Welsh.
So, ..... ................................ (Welsh passport?)
No. I' ve got a British passport.
And your address .............. ..
(44 Stoney brook Dri ve, Cardiff?)
No, not exactly. It's 444 Sunny Brook Drive,Cardiff.
And ................................... (a twin room with bath?)
No, we would like a double room with a shower.
............ ............. (for three nights7)
C: No, we' ll be staying for four nights.
Intonation in questions
Say these questions, then compare your intonation with the
speakers on the tape.
a Good morning. how can I help you?
b Would you like a double room?
c Can you tell me whether you will require full board?
d Do you know when you will be able to confirm the flight?
e Can you give me your wife's maiden name?
Would you mind repeating that?
9 Do you mind if I just check the details?
h May I ask how you will be paying?
Listening 1
Mrs Pinotti is ringi ng a travel agency.
listen to the conversation and complete the booking form.
Name of client: Mrs Pinotti
Number of nights:
Room type: DDs 0 shower 0 bath 0
Price per night:
o Travel Agents
Writing 1
Using the notes below, write the letter of confirmation to
Mrs Pinotti.
Mrs Pinoni
48, Canal Street.
Heme Bay
Dear Mrs Pinon!
ISign your name]
Assistant travel consultant
Thank Mrs Pinolli for telephone
enquiry of [date).
2 Say what you have booked.
Begin with "I n accordance with
your instructions" .
3 Tell her that she must pay the bill
within 48 hours by credit card to
confirm the booking.
Begin with" payment by credit
card" .
4 Thank her for using your fjrm.
5 End the letter.
6 Write the sal utation.
Developing the Topic
Listening 2
You work for a large travel agency and are attending a training session on selling techniques.
Listen and f ill in the gaps. (The text below is not identical to t he tape.)
The sales conversation is different from an ordi nary conversati on because it has an (a) ................ which is to
(b) ......... the product. There are (c) . .. stages or elements in a sales conversation, which are:
rapport, questioning, presentation and (d) .......... .
Rapport is the (e) ............. which is built up between the sales assistant and the cl ient. It needs to be
established before (n ..... ...................... can take place.
We question the client in order to find the type of (9) ............... he or she requires. There are (h) ........ .
types of questions whi ch are (i) ............... and (j) ....... . ........ questions. An open question begins with a (k)
............. word. With t hese kinds of questions you can learn what the (I) .. .. .. .. .. ...... .. and (m) . . ..... needs
of your cli ent are. You will discover the (n) ............ needs by asking questions such as "Who will be travelling?,
When do you want to travel?" (0) ............ needs are catered for with (p) .. ...... . questions such as "(q)
... are your interests?"
When you have discovered your cl ient's needs you must then establi sh his or her (r) ..... ; these fall into
four main bands. The first is (5) .......... and deals with their special (t) ................... , the second is the
(u) ......... ......... or (v) .............. .. ...... ... Thirdly there's the question of (w) . . .. and fourthly is the
(x) ....... ........ or (y) ..... when they can travel.
Reading 1
'$1 Read another extract from the training session talk and complete the gaps with a suitable
word or words.
Selling Techniques
Before beginning the (a) ... .. ......... stage you should always (b) .. ........... the information and (c) ............. . t he facts.
Then present the holiday you wish to sell. Remember that when presenting the (d) .......... .... , , the particular holi-
day, that the client is not buying the (e) ............... but what it can do for them. For instance, the client who buys a
two-week holiday in a hotel in Ibiza is not buyi ng the hotel bedroom so they can admire the wall paper but
because it is near the beach, it has the <n ................. they need to help them relax for two weeks.
So match the cl ient's needs with the holiday on offer, and concentrate on the (g) ...... , the faci lities which the
cl ient requires. You may choose to show the cl ient a hotel which has a whole host of (h) . .. but do not
draw their attention to all of them. It will only confuse. Instead, concentrate on those that will appeal to the client,
those that you know they want or would like. In order to make the product sound attractive and appealing, ideall y
suited to their (i) ............... , be selective. If you include Ii) .. . .... ....... information they may feel that t his hol iday is
not suitable for them after all. So present the features in the brochure as benefits. A (k) ............. ... of a hotel is
that it is only 200 metres from the beach. While a (I) .... to the client is the fact that they can get to the
beach eaSil y as it is only 200 metres away. By personal ising the product in this way you create a desire in the client
to buy t he product. It is not sufficient just to read out the facilities that a cl ient requires out of the (m)
However it should be referred to. But do not read it out to the cli ent; rather talk about the benefits to them as you
point to photos of the hotel, the price charts, t he temperature grids. Use it as an aid.
Then once the client shows signs of (n) ................ , of desiring to buy, you should stop selling and (0)
the sale. Remember that once the client agrees to the sale they are showing commitment.
o Travel Agents
Reading 2
Every week the Travel Trade Gazette visits several travel agencies in a particular
town and asks for the same information. It then awards each agency pOints.
look at the request. Answer t hese questions:
a Where do the couple want to go?
b Where don't they want to go?
Top Shop
A cheap, late-summer Iwliday Jar a younO couple who have been to Spain for the last four years but now want an
alternative. A destinat.ion with a fair amount <if sun. Not too quiet - but no Janer louts.
1 Woodcock Travel, Bridge Street
A spacious corner site wi th a range or intcrc .. window displays.
A clerk suggested the Spanish islands but the client asked for other
ideas. Southern Greece and Cyprus were thought suitable. The
clerk discounted Malta for its poor beaches amI Portugal as being
too family-orientated. She handed out Freespirit, Olympic Greece
and Olympic Cyprus. Asked about prices, the clerk said these
were clearly shown in the brochures. Resorts? The customer ''''015
again advised to refer to the brochures. The clerk was obviously
under pressure in a husy agency but the approach was still too
2 Ilkeston Co-op, Bridge
A well -designed window display featured flights, villas and
European holidays. The spacious agency had a very good and easily
accessible bmchure range. A senior clerk said that despite recent
price rises, Turkey was still good value. Opening Freespirit.Turke)',
she indicated the comprehensive resort descriptions and said
Marmaris was a particular favourite. The clerk said Kusadasi was
also good value ror money. Her other choice "'a.o; Greece. She
again used a Freespirit brochure to analyse Sidari, Ipsos and Das.'!ia
on Corru. Tsilivi on Zakynthos, Tingaki on Kos, and Rethymnon
and Hersonissos on Crete were also recommended. Location,
prices and wcather details for each resort were checked thoroughly.
Villmar Holidays was al!)o sugge;;ted for GreeC/;!. A mature and
considered approach, coupled with destination knowl edge and
enthusiasm, resulted in se"eral excellent solutions.
a SERVICE (rna,. 45) 39 D
SHOP APPEARANCE (max. 25) 25
USE OF MATERIAL (max. 15) 14
b SERVICE (max. 45) 24 D
USE OF MATERIAL (max. 15) 4
CUSTOMER REACTION (rna.,. 15) 12
3 Co- op Travelcare, Eastgatc
Sited in a depar tment store, the exterior of this \"'elJ-stocked
agency was limi ted to a small poster and a Sign. A clerk suggested
Gr eece or Turkey. She looked at Cosmos deal s to Corfu. A
September departure to Sidari was too expensi,'c at 427. Pefkos
on Rhodes and Aghios Nikolaos on Crete were also examined. The
clerk tried to contact Sunset but the line was bus)'. She said she
could continue to try during the day and could contact the client
when she had details. Details about accommodation, prices and
availability were printed out. The clerk had a stTong knowledge of
operators and used viewdata to good ellcct.
4. Thomas Cook, Bridge Street
A young clerk checked with a colleague who said that nowhere
would be too o\'errun arter She recommended
the Spanish i!)lands but the client repeated that an alternati,'c to
Spain was r equested. Crete and Turkey were suggested . The cl erk
also said Turkey was becoming popular. Sunworld, Freespirit
Turkey and Thomson Simply Greece Were handed out unopened.
Asked to suggest rCllortll on Crete, she referred the customer to
the brochure. Average priccs?The clerk again adyised the d ient to
read the brochures. A sketchy approach meant that the potential of
well-chosen mater ial was lo ...t .
(from Trare! Trade Ga7ctte)
C SERVICE (max. 45) 19 D
SHOP APPEARANCE (rna,. 25) 24
d SERVICE (max. 45) 34 D
SHOP APPEARANCE (max. 25) 22
USE OF MATERIAL (max. 15) 14
a Read about the four travel agencies and decide which
agency dealt with the couple's request most satisfactorily.
b Match the tables of results to the travel agencies by writing
the correct numbers in the boxes.
3 Answer these questions about Woodcock Travel
a Why did the clerk consider Malta and Portugal to be
b Where did she suggest the clients might like to go?
c How did she describe the resorts?
d Why was her approach too sketchy?
4 Answer these questions about IIkeston Co-op
a Which places did the clerk recommend?
b How did she use the brochures?
c What did she check?
d What qualities did she possess?
5 Answer these questions, using the information in
Listening 2 and Readi ng 2.
a What did the clerks in Thomas Cook and Woodcock Travel
do wrong?
b What advice would you give to the young clerk in Thomas
Compound adjectives
Look at the texts in Reading 2 and find the
compound adjectives which mean:
a a good choice:
b for the famil y:
c wi th plenty of material:
d effectively planned and organised:
2 In the text about IIkeston Co-op we know that the writer
preferred this agency to the others by his use of adjectives.
He describes the agency as spacious, the approach as
mature and considered.
Make a list of other positive adjectives used.
Writing 2
You work as a travel consultant for Creati ve Destinations.
You have received a fax from a man enquiring about
holidays for himself and his wife to the Portuguese island of
Reply to the fax. asking for the information you need
before you can recommend a suitable hotel or a package.
To : Hr Parkins
Date :
No of pages :
Re : Informa tion on holidays to Nadeira
Dear Mr pa. rkins,
Thank you for your
excellent hotel s in
f ax .
Madeira bo'.:. h in Ol.U:
and in our independent
all-inclusive packages
t r avel ler selection . However , so t hat I ca..-l. be
sure to recorrrnend cli.e best holiday for you, I
would appreci ate it i f you could give me some
more i n f ormation by answering the Iollo' .... ing
Review 1
Units 1-5
Language Review
1 Types of Holiday
Use compound adjectives with numbers to rewrite these
sentences. without changing the meaning.
For example:
At t he Grand Hotel they serve a dinner which has f ive
At the Grand Hotel they serve a fi ve-course dinner.
a During hi s holiday, which lasted three weeks, Paul met
b Our brochure only features hotels which have fi ve stars.
c Package holidays where you stay in two centres are
becoming increasingly popul ar.
d He went on a journey to Pari s t hat takes f our hours.
e It onl y takes two minutes to walk to the nearest bank.
2 link the words inside the circle with the words outside it to
make at least ten compound nouns.
For example: water sports
sports centre
2 A Career in Tourism
Here are two extracts f rom an interview in which a young
woman is talking about her career.
Complete the gaps using the correct forms of the verbs in
brackets, making any necessary changes.
Whil e I W(lS a SLudenl I Ca) .
. ..... .... ... t->e\'eral hOli dav
jobs. The one I (bl ....... (remember) mOl:lt \.ividlv .
(e) ..... .. (be) as a wai tress ill a small hotel t.h e
landlady (d) .... i.ll wa\s .
.. ........... (rt mind) us how to
behave. Si ll ce t hcn I (e) ........... (wor k) in several
rest .. 'wr anl.-; /J nd 1 (f) ......... (n d
...... . /I ) her advice \'cry useru!.
Last year I (9) .............. (begin) l.hiS iob. as Catering
in tbis hol el. h""ery day I (h) . . .......... (be) responSibl e for the
day.t.o-day running of t he restaurant. I\ t. the moment. i (i) ..
(order) the provisions ror next month. I,al er I (j)
(inter,iew) new staff.
3 Trends in Tourism
Complete the gaps using the correct forms of the verbs in
Throughout history, people (a) ............... (travel) all over thl!'
worl d for a vari ety of purposes. it is onl y in che last
fifey years that people (b) .. (travd) in slich huge
numbers for pleasure. Until this century onl y the veT)' rich and
leisured people in society (c) ............... (ha\'e) the free t ime and
the money to Havel outside their own local area. For insranc(', it
is known (hat wealt hy Romans (d) ............. (go) to seaside resorts
in Gret'ce and Egypr. In rhe seventeenth cemury the sons of the
British aristocr.lcy (e) .............. (travel) throughom Europe to
improve their knowledge. With rhe rrulways and the induscrial
remluti on in Britain people (t) ............... (begin)
to tf:l\el. By the 18705 a ty'pical fumily holiday (g) ...... (be)
a day's crip to the seaside. A century later, during the 19705. the
advent of the chl!'ap package hol iday (h) ............... (result ) in
many people bei ng able fO enjoy rhe sun, beaches and food of
Spain. Growing affluence, faster planes and imptQ\'ed facili ties
li) .. .. .. ......... (mean) rhat more and more people rr;l\'e! abroad
every }'e-ar and now people (j) .. . (begin) to wane co travel
further afield.
4 Where People Go
look at the use of the definite article (the) in these
sentences. Decide if the sentences are correct or incorrect.
Correct those that are wrong.
a Have you been to the Cezanne exhibition at Tale Gallery?
b Package holidays to ski resorts of North America are
becoming more popular.
e The seven-day tour of the Europe included Innsbruck,
Vienna and Venice.
d A trip up the Eiffel Tower was part of the package.
e The Buckingham Palace is open to visitors in August.
2 This text has no definite articles (the). Put them in
where necessary.
As third hottest British summer
on record appears likely to
continue, rush abroad has reached
record proportions this year.
Al most ten million holidays
have already been sold for thi s
summer and remaining 850,000
are Jeaving shel ves at such a rate
that holiday companies no longer
have to tempt customers with
lOod of price cuts they needed last
(ftom Tlte Times)
5 Travel Agents
Put the words in the itali cised sentences into the correct
A: Good morning. help you like some would or you are
looking ;ust?
B: Yes please. if had you any wondering I brochures Italy
for was holiday?
A: Certainly. where going you considering were? a seaside
or cultural do holiday prefer you?
B: Well a li ttle of both reall y. where can suggest you be
somewhere possible it would to short excursions to take
places of interest?
A: With pleasure. any preference you to the do as area in
have Italy?
B: Well , we had heard that there are some good beaches
near Rome.
A: Yes. Well, we have two excellent hotels in Rome which ..
2 Complete the gaps in this conversation:
Good morning, can I help you?
Ah, yes please. My girlfri end and I would
like to go on a safari.
(a) ...................... where you' d like
to go?
Well , we'd heard that the game parks in
Kenya were particularly impressive.
Yes, of course. Several companies run
packages to Kenya.
(bl ...... ............. to go?
We heard that September was a good time
to go. That's right, (el . . .... ?
Yes, but the temperature is pretty constant
throughout the year.
accommodation ... . .......... .. in mind?
We would rather go on a camping safari
than stay in hotels.
Let me show you this one in the brochure.
As you can see, you travel around in
covered land rovers. The holidays are for
seven or fourteen nights. Which (e)
...... .................. ?
It's all a question of price really.
Shade in your score:
Well done!
Wel l tried!
A good attempt,
but check your mistakes.
Some revision needed.
Talk to your teacher.
See your teacher now!
* o

o 1 Listen to Mark. a juni or area manager for the Balearic
Islands, compl aining to a colleague.
As you li sten, complete the gaps in this text:
(a) ... .......... ....... ... . alt very well - we mighr have a
12 per cent share of all summer packages sold but
(b) . . ...... .......... down 2 per cent on last year.
You see (e) .... . ...... been hit by hikes in
hocel rates. I chink local hoteli ees (d) .....
got g reedy after lase year's record season. But British
[Curises (e) .......................... any more money in their
pocketS this year than (0. . .................... l ase year. And
when you realise that the (g) ............... .
recovered against the pound, you (h) ................. .
be surprised chat many prefer [0 go to Florida or Turkey
where thei r (i) ....................... still buy more.
0) .... ... . ......... tried to offioad some of Out unsold
accommodation onto our foreign competitors but
(k) ........... .. not interested in self-catering
accommodation. So (l) . . ............ ..... .... going to
be forced to reduce prices in August.
(m) ................... ....... also had to cancel cwo flights.
Practise reading the text aloud.
Compare your version with the tape.
2 In these sentences. underline all the auxil iaries, the forms
of be and have, and the negatives.
Decide if they can be contracted or not.
a The south of the island has really suffered from the high-rise
building boom of the 60s.
b Now there are plans in the pipeline to improve these
c In the north we have insisted on more sympathetic
development, and there you will find the excl usive
hide-away vi ll as.
d But in t he south we must develop a programme of
refurbishment and improvements.
e In particular we have to insist t hat tour operators do not
organise pub crawls.
o Practise saying them, then listen to the tape to check.
Language Focus
The passive
Rewrite the following statements u'ing the passive.
For example: Four reps will meet t he flight .
The flight will be met by four reps.
a They will escort you to your hotels.
b They spend t hree days a week meeting arri vals.
c The hoteli ers have created overbooking problems.
d The fall in the value of the peset a shouldnt affect the
number of holidays sold.
e They did not offer us a welcome drink.
The police arrest all lager louts.
Writing 1
You work in the personnel department of Global Tours Inc. in Tahiti.
Complete this letter to Sonia, a new rep, who is about to join your team.
Global Tours Inc.
Tahiti Office
Dear Soni a,
I would like to welcome you to our team here in Tahiti and to out-
li ne what (a) ........ . ...... ....... .. ..... (happen) during your first week
with us.
On arrival at the airport you (b) . ....... ... .... . ..... ....... ... .. . . . (meet) by
John Le Grand, our area manager, and (c) .. ... .... ....... ....... ........ (drive)
to rhe Pacific Hotel where you (d) .................................. (live)
during the season.
There (e) .................... ...... .. .. ..... . ..... (follow) a five-day training
programme where you (f) ........ ............. .. ... ......... ........ . (introduce) to
your colleagues and (g) .. ... . .. . ............. .... ..... (brief) . Then you
(h) ................ .......... ... .... ... .... (show) how to check in plane-loads of
holidaymakers, make short presentations and deal with complaints.
Also you (i) ...... . ... .. .. .. . ....... ... .. .. (take) around the island to visit the
places you (i) .... ............................. (take) our guests. There
(k) ................................... ... (be) a short test to complete the
programme, after which YOll (I) ...... ............... .. ... ... ... . (give) a
Here we (m) .. ................ ....... .......... all ............ ... .... ... ...... .. ..... (look
forward) to meering YOll on 1 st May and working with you over the
summer season.
Yours sincerely,
Developing the Topic
Read the article on the opposite page about the work of a team of tour operator
representatives in Majorca. Then choose the most suitable sentence from numbers
1-6 for each of the gaps in the text (A- F).
1. Surprisingly families appear the most demanding clients.
2. Another part of the team's day is spent dealing with
complaints and requests for help.
3. During the next week or fourteen days the Sunworld team
headed by Ken Tyrer, will deal with more arrivals and
departures and cope with any traumas - human and
operational - that happen in between.
4. On the front line the resort reps, average age
22. deal with such problems face to face.
5. Last year part of the team's work involved
sorting out overbooking problems created
by hoteliers.
6. Whi./e most of the team's work involves day-to-da
solVing of current problems, there is a great deal ~
pre-season contracting and late-sale management
to undertake.
PALMA ai rport, 02.14 on a
Tuesday. A Boeing 757 arrives more or le:;s
on time to h(' greeted h)" a four-strong
team of representatives from tht" airlines
charterer. Sunworld. Ha\ing t" .ndured the
lengthy wait to get their luggage, clients arc
put on coachc!I and minibuses to their flnal
destinAtions. Majorca's di\'crsity me.lOs thi.'lt
the ain:raft disgorges farnilil"S on
10 mainstTC' holidays, youth groups and
those taking upmarket villa hol idays.
A 0
SUNWORLD' S team handl es forty-fi\'c
flights a wee:k split m'er three flying days.
Surpri singly for a lat e: hour, 86 pef
15 cenl of those arr iving on th" ' ]ucsday
morning's thrt'l" nights fam ili es
,woiding expensive weekend price

"IN summer we d(>'a1 with 5,000 arri\'31s
20 a week so that means we can have 10,000
people on the island at anyone time," said
Mr Tyrer who works twelve hours a day.
six days a week during th{' scvt"n-month
summer sc.'ason.
25 LOOKING aft(T Sunworld's cli ent..: arc
his 109 staff, split into the main tour ist
areas ()f tht:.' north, south and t'ast. Among
forty- six r eps look after I SO
includi ng thirt), villas.
B 0
30 WITH a 118,000 <..-apadty on the b land
to sell, Mr Tyrer's staff remain in daily
contact with their com.mercial dcpartment
in the UK. "For the following week we can
still have between 300 and 500 scats lert to
35 scll. It is important we redet "err (Iuickly,"
he said.
Sun world sells 70 c.'(>nt or capacity 80
from the main brochuTt' but latt' sales can
inevitably c.ause prt)blems. "Last week we
100 had people going to the same apartment
block who had paid 1500 from th(' main
brochure, whjle some had paid i 150 for
unspedlled accommodation nn a latc
special. 'We ha" e created the prohlt:.'nl as an 85
4S industry ()urseins. \VI;' try to offt'1'
good-quality ac.commodation hut must
compete with the market. At present one
major op('rator is ofl'ering a week's half
board in a three-star hOlei for . 139, 'Xl
50 upsetting the balance of the market.I> Like
all major operators, reps arc s('nt to
other clients to find
out who is selling what and for how much.
o Tour Operators
to give upgrades. year w{' did not han-
alternatives. So winter I spent a great
deal of timc reducing alloCdtions heClusc
we knew hotels had
E 0
THEY each :;pcnd hours a da)" in
resort and then carry out guiding Juties on
excursions. Tht' popularity of Majorca as
UK's top pal..-kage-holiday destination
means it is a good training ground. "If they
c.m look aft er 1,000 client." in SUOlm('r
ht"re, a few hundred in ",inter in L.mzarote
is easy. The variety of clients aho pro,;dcs
good training. rang(' rrom on
thdr first foreign holiday to VIPs
oct.."1..Ipyi ng secluded ,iUas. One of the big
c o
9S complaints about Inta..<;;un was that the reps
Wen! nc,.'n:r in tht: hotel, which i:; why we
employ so Illany rq)s. But in cerLlin
"FI VE administration stafl deal with especially 'lilIas, we operate a
55 tht'sc in rest)!'\. Our complaint ratio is 1.9 dial -a-n!p Many p\:opk just want
pt'r cent, which is good c.(msidering half 100 to be left alone."
those arc or insurance
claims. The team deals with (\"crything. Unlikt' other operators Sun world
from minor problems slich as not having sp3rcs its reps the indignity of having to be
60 enough sun-beds, to the- occasional, but e-nll!rlainers. "I want them to be
incyitabl<" call from someone in police professional during tht" day, which will not
custody. Noise complaints arc also 105 work ir you see them on stage doing things
ine"itable given the island 's mixed they are not good at." Most spend a couple
d ientl'it!. WI! try to allo(:ate famili ....s and or days a w .... ck handling arrivals
65 young people separately but e\'en in good and departures and holding welcoming
family properties there can still be an mcetings. Oth('r days arc occupitJ by
element of young people. It is a problem 110 accounting. manag<,"Il1(' nt me("tings and
throughout the isla.nd. Yilla \isits.
o o F o
"THINGS got worse with THEY want to know what
70 action by French air trame costs. "There is a oemand ror
which tTeated severe aircraft dela)"s. Our information," Rchccca, ,1 rep in Puerto
iong<'st delay waS h\"chc hour!: following a 115 PoJlt:nsa. This is ht'r first st:J..SOn in Majorca
prohlem. 'We put people into but is coming hack for more. '" did not
hotels, but Hnding 180 beds in Jul), or bclic\"c people when s:a id t1lis was a
75 August not easy," h(' expl ained. He paid (('all y attra(:ti,'(' joh but it
out LI 20,OOO last summer for 2,200
complaints in r esort mainly due to
"It wa:- all rrom
hoteliers," he added . ''This year we are able
(rrnm Tral-el Trade G<J7.arc)
2 Read t he articl e on page 31 again and tick the phrase
which best completes each statement.
a The three Tuesday flights:
1 have a supplement. 0
2 arri ve at night. 0
3 arrive in time for lunch. 0
4 are popular with families. 0
b Tour operators:
1 tell each other how much they are charging.
2 send their reps to ask holidaymakers how much they
have spent on their holidays.
3 send their reps to find out how much holidaymakers
know about package holidays.
4 only send their reps to question business cl ients.
c Last year:
hoteliers were made to pay the tour operator
2 hotel iers didn't allow Ken to give upgrades.
3 it was easy to find 180 beds in July.
4 hoteliers paid back the compensation paid out to
dissatisfied holidaymakers.
d Tour representatives:
1 are in their earl y 20s.
2 are all 22 years old.
3 work six hours a day.
4 can't act.
Vocabulary 1
These words appear in the article Holiday reps enjoy a Hard
Day's Night. They all have more than one meaning. TIck the
dictionary definition, a, b or c, which best fits each word's
meaning in the article.
stifling (line 1)
a very hot: It was a stifling day.
b prevents breathing: A <tifling atmosphere.
c prevents you from thi nking: I was so frightened; their
behaviour was stifling. 0
2 to endure/endured (line 5)
a to support or bear: We have had to endure many years
of inflation. 0
b to remain alive or exist: A city built to endure. 0
c to suffer something painful for a long time or to deal
with an unpleasant situation: There are limits to what
the human body can endure. 0
3 disgorge (l ine 9)
a to bring food back through t he mouth from
the stomach: After eating Jonah, the whale
disgorged him
b to throw out/emit: The chimney disgorged smoke.
c to flow out into the sea: The Mississippi disgorges
into the Gulf of Mexico.
4 property/ properties (lines 66 and 98)
a personal belongings 0
b land and/or the buildings on it 0
c a quality or power that belongs to somebody or
thing: The medicinal properties of a plant. 0
5 handles/handling (lines 12 and 107)
a t o touch or hold: Do not touch the exhibits 0
b to control with your hands: the windsurfer
handled the board with skill.
c to manage or deal with: my secretary will
handle all the arrangements.
Listening 1
o listen to this conversation between Marianne, a reporter
for the financial pages of a British daily newspaper, and
Mike Butler, a financial consultant.
As you listen, decide if these statements are true or false.
a Holi day pri ces fell in May. T 0 F 0
b Three million holidays were sold at half price. T 0 F 0
c Last year tour operators sold 9.5 million holidays.
d This year more holidays will be sold. T 0 F 0
e Over a third of British families go on package holidays.
Travel agents only sold this year's holidays to people who
hadn' t had a holiday in 1995. T 0 F 0
9 Accommodation prices are rising faster than inflation.
h Each of the big tour operators has 17 per cent of t he
market. T 0 F 0
Vocabulary 2
In Li steni ng 1 Mike Butler used several expressions to
describe the profitabi lity of t he market.
Link the expressions on the left with their meanings on
the right.
to stick to prices to ask the customer to pay for
your increased costs
to discount (fares) to fall sharply and suddenly
to plummet (of prices) to force an increase (in sales)
to boost sales to force an increase (in something)
to cut (prices) to lower (prices)
to sit tight
to push up
to pass on
to maintain prices. not to
change them
to take a percentage off prices
(e.g. 5 per cent)
to wait without doing anything
Listening 2
o li sten agai n to listening 1 and take notes under these headings:
1 f'ArrERlfS of SAL S
2 ,vt/"'''E/? dF Srl l FS
3 t/,vsoLP IItTl IOAYS
Writing 2
A group of local hoteliers has been approached by a large British-based tour
operator which requires 4,000 beds a week for next season's brochure. Last year a
tour operator was unable to fill his all ocation and refused to pay. Local inflation is
runni ng at 7 per cent. The hoteli ers woul d li ke to know what the current situation in
the hol iday trade is in Britain.
You work as an information officer for Strong. Berkeley and Wri ght. a firm of
brokers speciali sing in package*holiday shares, who have been asked to write a
report for the hotel iers on the current situation .
..., Complete this part of the report usi ng your notes from li stening 2.
Patterns of sales of package holidays
It is estimated that approximately ..... ............. ... ........................... ..
However, their buying patterns have changed ........... .... ...................................... ............ .
This results in ............................................ .... .. ...... .
... ... .................... ..... ............. ......... ..
Number of sales
..... ................. ......
Early predictions forecast ........... .. ........... .. ............... ... .................................. ................ .. .... .
At the present time, it is ............................................ ..
Unsold holidays
There are .... ........... .. ........... .. ......... .
............... .. ............................................... ............
In order to sell .. ... ... ..
. .... .. ........ ..... .. ..
....... .......... ..... .
.. ....... .. .. .. .............. .......... .
There is a fear that ...................................................... . ......... .............. .
The cost of accommodation ............................ .. .......... ..
.. ... .. ........ ... ..........
Likely outcomes
.. ..... ...................
..... ............ ...... .
...... ........... .............. ..
... ....................... .
. .................. .. .
. ... . ....................... .... .......... ..... .... ............... ...... .
e Tour Operators

Vocabulary 1
Look at these pictures. Can you say what they show?
-..J. \. ../
) ~
3 ........ ..
5.... ........ .
2 Match the answers above to the correct definitions.
a A book containing pictures and information about goods
that you can buy. D
b A small sheet of paper containing promotional advertising
which is given to people in the street or put through their
letter boxes. D
C A large sheet of paper containing an advertisement or notice
usually displayed in a shop window or on a wall. D
d A booklet containing information and promotional material
often about holtdays. D
e A piece of paper that has been folded and has promotional
material on all sides. 0
a Destination
Language Focus
Referring to the future
Complete this conversation between Dominic and Lesley,
two travel consultants, who are talking about lesley's plans
for Christmas. It is 15th December.
Put the verbs in brackets into the correct tenses and make
any other necessary alterations.
Dominic: What (a).. .. .......... you .. .. ... (do)
for Christmas?
Lesley: I'm really lucky. I've been chosen to go on a trip
to Jamaica!
Dominic: Lucky you ! How long (b) ....
........... (be) away?
.. .... you
Lesley: Ten days in all. I (e) .......................... (leave) on
19th December and (dl ................ (arrive) home in
time for the New Year.
Dominic: What kinds of things (e) ............. you
........ (do) while you are there?
Lesley: 110 ....... (tour) the island. I (9) ..
(stay) in three resorts: Montego Bay, Ocho Rios
and Port Antonio.
Dominic: Has your itinerary been planned for you or
(h) ................ you .. ...(be able) to decide what
you (i) .. ...... .. ....... (do) when you
(j) . . . (get) there?
Lesley: A bit of both. I suppose. My plane (k) .
(leave) from Heathrow on 19th December for
Montego Bay where I (I) ..................... (stay) in
the Richmond Hill Hotel. While I (m)
(be) there I (n) ................ (have to) complete the
questionnaire on what there is to do in the resort,
the quality of services, the cost of snacks and
drinks for the agency. But 1(0) ................ definitely
. (go) to Chukka Cove while I
(p) .............. (be) there to see the polo.
Dominic: (q) .. . . you .. .......... (be) in time to
watch the Jam-Am yacht race?
Lesley: No, unfortunately it (r) ...... .. ..... ..... (fini sh) before
1(5) .............. (arrive).
Dominic: That's a shame. But I wish I (t) . . (go).
Pausing and rhythm
On the right is t he soundtrack for one of the Cyprus Tourist
Board 's British t elevision commercials. You have been asked
to synchronise t he soundtrack with the video.
Practise saying it so that you respect the pause boundaries (/),
the intonation patterns and the speed of delivery.
Compare your commentary with the tape.
Practise saying it.
Vocabulary 2
Brochure language
1 Read this advertisement for Dublin, the capital of Ireland,
and fill in the gaps.
UCKED away to the west of mainland Europe, Dublin is
probably one of the world's (a) .......................... .
secrets. Being less ea.<;i ly at.-cessible than other capital cities
in Europe has proved to be a (b) ...................... advantage, as
it has allowed Duhlin to k eep its (e) ... " ........ ., village
atmosphere. Dublin is a city of contr a.'it<; and contradictions.
Medic,.,1 and Georgian anhitt:<.,ture prOVide a (d) .................. .
backdrop to the (e) ............. and lh'c1y strcct s filled with
entertainers of all aroma of{t) .................... coffee
mixes with the distjnct smell of hops from the nearby Guinness
brewery, drawing the visitors indoors. cafes and pubs
are always buzzing with (9) ... . . .. . . conver sations and
may soon find thcmsehC's invo l ved in topicS as clj" erse as
sport, poiitio; and liter ature, or the old fa"ourite - the weather.
In 1988 Dublin celebrated i t" 1 ,OOOth birthday and was
European Cit)' of Culture in 199 1. Many vi sitor
attractions throughout the city show its fascinating history. There
are a variety of museums, art gall eries and attractions for
e"ery tarte and agt-group. Take a walk along ont of the ma.ny
Heritagl'" trai ls or follow the City's RVl'k 'n' Stroll trai l which
tclll\ a myriad of (h) ...... .. facts about the Illil ny
famous musk-iam who have come froOl this (i) ............... <"it)'.
U' tht: hustll' and bustle of the city prove too much you can .,lw3),s
take a t rip along Dublin's (j) .................... coastline or ('xpior('
the nearby Dublin mountairu. Pay a yisit to Malahicle Castle and
may be lucky enough to see briefly Puck, the
(k) ........... ... ghosl.
The choice of cntcrlainment does not lessen as falls
and the "isilor is faced with the dilemma of chOOSing whether to
'isit one of the' many theatres, go to a (on('".('rt at the National
Concert Hall , walk through the li vely pedestrianised area of
Temple Bar or take time o,'er a (l) . . meal in an
(m) ...................... restaurant.
From dawn 10 dusk, you will Jiscol'cr char nUBLll\1 IS DIFFERE"'T
8 Promoting a Destination
o sublime queen/of breathtakinlJ beauty.!
I can but marvel/at your radiance/and warmth.!
And from the abundantl{Jifts/you have bestowed/upon
your peoole/
It is no wonder/to !1JJ:/ that Aphrodite herself/
Was raised/against your/gentle shores.
Oh Cyprus/
Fall/in love.
2 Replace the verbs in bold type in the advertisement with
the verbs in the box. You may need a dictionary.
attend have emanated pay tribute to
catch a glimpse of engrossed proven
descends linger relates
diminish mingles retain
stroll to suit
Writing 1
The following extract appeared in a brochure advertising
Irish golfing hotel s. The adjectives have been deleted.
Add adjectives in to make the hotel appear as luxurious as
possible ..
HOTEL DUllloe is ideal for your golfiuO' holid
;::, ay.
Situated in parkland, the hotd provides mtuft- Io .. -ers with a
break. Stroll through gardens which r('lll"ct Ireland's magic and
marvel at a botanical collection which has \\'01) awards. EIUoy
rhe facilities, including indoor tennis, ;) swimming pool. riding
and The iudf is luxuriously furnished. Sip a
drink in Our bar or sample the cuisine.
Developing the Topic
Vocabulary 3
Name the activities i n the pictures.
J . -
.. J: ':
~ - ~
2 Which of the activities are t he words in the box connected with? Write the words
under the correct pictures.
match bat tow rope tee swing stew
ride reel pedal panniers lock dessert
line jetty wicket iron ingredients pads
handlebars green hors d'oeuvre fairway entree bait
crossbar coarse club
The article opposite describes how the sport of cricket contributed to an increase in
tourism to the West Indies from the UK in August 1995.
Read the article and answer these questions:
a How, according to t he article, is cricket helping the Caribbean tourism industry?
b How are the Sandals resorts being promoted?
c What are the promoters trying to achieve?
d According to the article, which segment of the British tourism market watches
e In which segment of the market is there the greatest increase in trade?
What reason does the writer give for a fall in the numbers of German visitors to the
9 Why does the writer think that South Africa may become a popular long-haul
destination wi th the British?
f) Promoting a Destination
Test Series* Gives Big Boost to West Indies Tourism
an cricket sell holidavs? h seems
unlikely that rhe gamC'- can convince
British holidaymakers to book an expensin'
trip (0 rht, other side of the world. Ytt cricket
does appt'3r to have a role, at least in the
salvat ion of many Caribbean islands wi th
hopes of ,Ittracri ng upmarket clients. The fan
th.u during this long, hot summer up to 4
million people have watched [he Test Matches
throughom the day on television stems w
justify the marketing people's optimism.
Cerrainly, Butch Stewart, the hard-he-aded
chairman of (he rapidly expanding Sandals
chain of resorts, has been happy to spend 2.5
mi llion to spon.sor rhe West lndies nicker
team. Each time the tension rises and even 000-
nicker supporters switch on they see the name
Sandals emblazoned clearly in red on the \Vest
Indians' white shires. When the team captions
are shown, they cannOt help bur notice that
Richardson, Ambrose, Keith Arrhurton and
Kenneth Benjamin come from the romamically
named l.ccward Islands and Junior Murray is
from [he equally e\'QCarive Windward Islands.
\\fhere are chese magi(al islands which
can produce such ukor ? Our come adases
and, with rhem, holiday brochures for rhe
Caribbean, or so the Sandals
Suddenly Amigua and Nevis in the
L("cwards and Grenada in the Windwards look
particularly appeal ing, ('spc<iall), when (he
new British Airways Holidays brochure
appt:ars coincidentally in rhe nave:! agen<.:ies
luring ua"dlers ro Jamaica, the home of
Jimmy Adams and Coun ney Walsh and to
Sherwin Campbell 's Barbados.
Some insist (har only cheap, downmarkct
packages are selling well and that anyone
with style - rhe type who would naCtually
regard cricker as rhe- finesr game in the world
- is now shunning the islands.
Yet rhe figu res contradict t his. Thomson,
wh.irh has 31 per cent of the Caribbt:an
market, has sold 41 per ccnt more packages to
rhe islands thi s ye-a r than last. Though {he
company spans t he market with holidays ftom
4.55 for two weeks' stIf-catering in Barbados
to 2,989 for rhree weeks' fuJI board J.t rhe
island's Tamarind (o\'e, ml1ch of rhe increase
has been in the costlier all-ind usivts.
Overail , according CO (he: Car ibbean
tourist organisJrion, 4 per cent more Britons
wi ll visit the island rhis year compared (0 -'
per cem fewer Gtrmans. But then nOf many
Germans play crit"ket.
Bri fi sh Airways Hoi idays says [bar there
has been a 60 per cent increase in irs own
booki ngs for t he Caribbean and that
surpri si ngl y 23 per (em of irs clients ask for
an upgrade from economy to bus iness class on
the eight-and-a-half-hour flights .
Caribbean Connections, which
concentrated on taking (ticket supponers to
watch England play in the \Vest Indies twO
years ago, saw its business rise by more rh<ln
50 per (ent as a result. England play South
Africa this wimer. Will the (epubli( become
rhe next long-haul holiday sensation!
(from Tbt Ti1!lt! )
,. = a comperirion between t WO national cricket inHlh'ing .'ie\"eral (or
In the Reading text you learnt how cricket helped promote
tourism in the West Indies. Now listen to Bill Morrison, the
Senior Publicity Officer for the Irish Tourist Board. talking
about how they market Ireland to the British and German
As you listen, compl ete the grid. The first has been done
for you.
a How do visitors regard Irel and? as both a domestic and an international destination as an international destination
b What type of holidays do they
come for?
c Are the majori ty independent
travell ers or package
holiday makers?
d What type of cli ent does t he
Touri st Board target?
e How and where do they publ ici se
and market Ireland?
f What aspects of I rish li fe do t hey
st ress in the marketi ng?
Writing 2
You work as a research assistant for your local touri st board, which is looking
at different ways of promoti ng a destination to different nat ional markets.
Using the notes above. wri te a short report describing the ways Ireland is being
promoted and marketed both in Britain and in Germany. 37

Word boundaries
o 1 listen and write down what you hear. There is more than one word missing from
each gap.
a More than 5
b ... holidays whale watching.
c Thi s is an eeD ... . .. ....... .. whales
d As too many people are ............. .
e This is . . . ............... . .
We .. these tri ps.
2 In these sentences, write marks like this to link the words that run together in'
speech. Cross through the sounds that you lose.
For example:
Some promoting whaling trips.
a They think that t his is a better economic alternative than killing them.
b But they permit eveni ng as well as daytime trips.
c As a result, t he whales abandon their young.
d If whales are to survive thi s, then governments have to draw up strict gUidelines at
Listen to the tape and check your answers. Practise saying the sentences.
3 You work as a tour guide aboard "The Montcalm", a whaling cruise ship t ravelling
from Sweden to Greenland. This is the first day of a t rip.
Record the following announcement for your guests. Then compare it with
the tape.
Good morning, ladies and gentlemen. Welcome aboard " The Montcalm".
We will be sailing at eleven o'clock local time.
We reach t he whaling area at around four o' clock thi s afternoon.
As soon as dusk approaches we will move off so as not to distress the whales.
We hope to see about twenty different species during the trip.
Once again, I welcome you aboard and hope you have an enjoyable and
successful shoot.
Vocabulary 1
Business collocations
Match the words on the left to the words on the right to
make noun collocations, which appeared in the Reading
text on pages 50-51 of the Course Book.
2 Write the correct noun collocations from exercise 1 in these
a ..... ...... . = the amount of money a
country receives from touri sm.
b ...... ........................ __ .... ... = the amount of money that is
required to keep a building in good repair.
c ............................ = what you have to pay
for food and other basic materials on the world market.
d ... .... = the amount of money a hotel
must pay its staff.
e .. ............................. = the percentage of hotel rooms
that are full throughout the year.
3 Link the adjectives with the nouns to complete the
definitions a-f.
a belonging to somebody who does not li ve in your country:
b local people native to the area:
c all the goods and services produced and traded in t ~ e world:
d cheap flights: ............... ..
e nations with large cities:
chances for a country to become wealthy:
Language Focus
Reporting verbs
e Responsible Tourism
~ 1 Use the reporting verbs on page 53 of the Course Book to
complete the statements below. Use each verb once only.
a The guest .............. to leave unless he was given a
nonsmoking room.
b The concierge .... ........ ................. .... . they visit the new
nature reserve.
c The receptionist ............. ..... . the guests when they
come down to breakfast on thei r last morning that they
need to check out before 11 a.m.
d The manager .................... . .. ... hi s staff to switch all
unnecessary lights off .
e "It's dangerous to walk too close to the cliff," she
.. ...................... the party.
The maid ... havi ng taken the necklace from
Mrs Brown's room.
9 The local rep .... . .............................. the hotel
guests to a farewell party .
h The government ... .. ................ that there are sufficient
tourist jobs in the area.
Choose suitable reporting verbs to complete this extract.
Do not use say or tell. There can be more than one correct
answer. Make sure you put the verbs into the appropriate
n an article recently published in The Times il was
(a) .. ....................... Ihat out ollhe 120 million glossy brochures
which are prinled every year 38 million are Ihrown away. II
(b) . .. ............ thallhe reason why these brochures cannol be
recycled is because ollhe inks Ihat are used in the prinling process.
However Ihe chairman 01 Green Flag Inlernati onal, a non-prolil-
making conservalion organisalion, is (c) ........... lour
operal ors 10 become green and 10 save paper. He (d) .
thai saving Irees will also save Ihe operalors money. He also Iries to
(e) ..... ..... .. ... holeliers 10 conserve scarce resources by saving
waler and electricity. He to .......... Ihal they no longer
change lowels dail y and (g) .... ............... .. ........ Iheir guesls 10
swilch ott lighls when leaving rooms.
He (h) .............. Ihe campaign is an attempllo slop
olher counlries sullering unconlrolled development on Ihe scale seen
in Spain in Ihe 1970s. Although he Ii) .......................... . Ihat his
campaign has been a success in Malia he Ij) ................ ... Ihal he
is otten fighting public disinlerest ' Unlilthe general public
Ik) ................. .. "Green Tourism" and chooses holidays where
Ihe lour operalor shows he is concerned wilh prolecling the
environment. lew tour operalors will change Iheir policies,' he
(I) .. ........... ......... ....... .
Developing the Topic
Read the article to answer these questions.
a Why were the fishermen angry?
b What happened to the sea cucumbers?
C Why are tour operators concerned about protecting the flora and fauna of the Galapagos?
e How do insects arrive on the island?
d What harm are foreign plants and animals doing to the native species?
How are the authorities trying to deal with this problem?
9 What concerns do some people have about tourism to the Galapagos?
h What would they li ke to happen to the park entry fees?
Battle to Save the Galapagos
"E NCHANTED islands or infested
islands!"' reads the sign at the
Charl es Darwin Research Station in
the Galapagos archipebgo where the land and
marine habirat has been experieDcing
an horrific SfCles of
have nOt only banned export fishing emirely,
but have also prohibited che issuing of any more
tourism licences and promised a flttt of parrol
boau and ai rcraft to enforce the new
ecological reversals over
the pnS( eighteen
Since when, other
problems have come co (he
fore. Galapagos' naeural
integrit), is rapidly being
eroded as huma.n pressure
increases, both from
Ecuador ian &etders and
overseas tourists. The
resident population of
about 15,000 is increasing
at 10 per cent annually, and
Early laS[ )'ear, the
isl.mds were ravaged by
bush fires. Then many of
the giam rorroises were
kill,d, alleg,dly by
fishermen incensed at the
imposi tion of restriccive
fish quOtas. Tourist boots
also sponed illegal onshore camps where sea
cucumbers. a vital cog in rhe marine ecosystem,
were being stripped from the sea bed, boiled
and dried, ready to be sold by middlemen to the
iucl'Jtive Far Eastern marker.
The subsequeO( ban on rhe sea cucumber
trade led the fi shermen co blockade the offices
of the Research Station, which is viewed by
locals as the focus for a misguided
conservationi st stance chat is denying them a
li ... d ihocxl. Marines were even dispatched from
I! cuador to keep rhe peace.
This trouble in paradise, however, has
finally prompced concerted action on behalf of
Ecuador's oldest and foremost national park -
and noc only by ecologists and zoologiSts. Now
the authorities and tour operacors, whose
in the Galapagos is calculared at more
than SS million annually from the booming
ecowurism marker, are al so taking steps to
protect [he islands. The Enladori an authorities
tourism is
flouri shing. But perhaps most
devastating of aU is {he effect
of introduced animals and
plant life on the indigenous
Galapagos' extraordinary
array of wildlife, particularly
iguanas and seabirds, has no
defences against predators
such as cats and dogs. Nor
have land animals such as the giant tortoises
any experience of competing for food with such
animals as pigs, donkeys, horses and cattle.
Plants such as the quinine tree, which was
introduced in the 19505 to couneer the
anticipated arri val of che malarial mosquito,
have now choked great rracts of the islands.
Ironically, the malarial mosqui to has not
f'Scahlished itself, but ocher unintentionally
introduced species pose a serious threar. Inseers
(an arrive On ehe daily flights or among craces
of vegecables landed by the cargo ships. Even
snakes that are liable to ravage the l'U stocks
among the islands' unique bi rd colonies have
been found among imported timber. To
counteract such problems the islands are
looking at ways of imposing a quarantine on the
area as well as looking at common-sense
measures co reduce the likelihood of importcd
ills. Visitors are already issued with rubbish
collection bags and are now to be encouraged to
check the soles of cheir shoes for 5('eds carried
from the mainland.
Brian Williams, direcror of Journey
Lacin America which sends abom sao clients
to the Galapagos every year, thinks that (Qur
operatOrs' commitment to conservation is
al ready imprttSsive. He
insisted that the brand
of tOurism praCti sed is
generally low impact,
closely controlled and
highly educational.
However, ochers worry
rhac rouriSt numbers art
growing unacceptably
fast. The agretd annual
limit is 40,000, but lase
year more chan 55,000 people visited the
islands. Some local tour opera(Qrs, it is alleged,
are Side-stepping the new tOurism liccnce
restrictions by squeezing more berths into their
bo.1.ts. also regrer cbar much of the park
entry fee of about S2 per overseas visitOr is not
reinvested in the park. This means thac tOurism
does not bring the unquestioned benefits to the
park that it should.
(ftom The Tima)
Vocabulary 2
Find words in the article meaning:
a a group of islands:
b people concerned with the environment and animals (three
c animals that hunt other animals:
e Responsible Tourism
2 Find all the words in the article connected with animal life
and all those connected with plant life. Write them next to
the correct boxes.
d the indigenous plant and animal life
Listen to Bob Stevens, who works for New Destinations
e a prohibition
destroying completely
g a means of earni ng money
You work for Exotic Destinations. Your MD has decided that all your
clients travelling to India will need t o receive a set of instructions
about the way to dress while on the Indian subcontinent.
pic, talking to a colleague. Sarah Munton, about a holiday
he went on.
As you listen, take notes under these headings:
(lh the'i

1i1e bm.t a.ul Uu. crew

l..ouU f2LDPIu>
Look at the pictures and captions below. Write a set of instructions for
sending out to clients who are about to embark on your Indian tours.
Instructions for Travellers to India
cotton not synthetic
5 6
5 rupees

Vocabulary 1
Two-part verbs
Join these verbs and prepositions and make phrasal verbs
to replace the words printed in italics in sentences a-o.
call (x 2) around
cut (x 2) down
make off (x 4)
hang (x 2) out (x 4)
miss up (x 5)
pick on (x 2)
put (x2)
a I'll write the bill for you.
b That hotel needs to reduce the number of staff it employs.
c She calculated the answer.
d The Italian group leaves for London at 9.15 p.m. today.
e Pierre lost the chance of working on Concorde.
f Due to bad weather t hey cancelled the boat trip.
9 They postponed their trip to the Seychelles when John
became redundant.
h Their train was lale and so they had to wait at the station
for two hours.
i The hotel manager promised to coiled Sonia at the airport
when she arrived to start her new job.
One of the nice things about being an air steward is that
you can visit your friends unexpectedly.
k Students often rely on friends and relatives to give them
accommodation when they travel.
When Sandra finished the phone call, she remembered that
she had not told her boss about the new guests.
m When you need to read a file on the computer, you must
access the file.
n She tidied and organised her papers.
o The telephone company disconnected their phone.
2 Use two-part verbs, either from exercise 1 or from page 57
of the Course Book, to fill the gaps in this text.
When Susan was in the Hi gh Street she (a) .......... .......... .
the travel agency to book her ticket to the States. Before
she left home she had (b) ................... where she wanted
to go. As she didn't want to (c) ... seeing
Niagara Falls, she had decided to (d) .. " ............. her
expenses by asking her uncle to (e) ............ her
while she was in New York. She was also going to
(0 . .. .... some old friends she hadn't seen for a long
time when she was in San Francisco.
The travel consultant (g) . ............. ...... the information
about flights on the computer screen. Susan was
(h) .......................... from London on 1 st September. The
travel consultant tried to persuade Susan to book the
shuttle service to the centre of New York but Susan said
she did not need transport as her uncle would be
Ii) . . ... . her . Hopefully the plane
would not be delayed and he would not have to
(j) . . ................. . ........ the ai rport too long!
When the travel consultant had all the details she promised
to (k) . . ................. the itinerary and to ring Susan as
soon as it was ready.
That night Susan (I) . . .......... all her papers and
holiday brochures before she rang her uncle to tell him
when she would be arriving in the States. They were
(m) . . .. twice, but thankfully they were
eventually able to speak. At the end of the call when she
(n) . ...... . .......... .. she knew that he was (0) .
to seeing her.
Language Focus
Two-part verbs
Put the words in italics into the correct order:
a it's easy around to New York get on the subway.
b the chance at ;umped she to work as a tour guide.
c down bus the broke in the middle of the high street.
d the bill the cashier worked out.
e it's a tour rep's responsibility the guests after to look.
f at the airport the guests up tour reps pick.
9 the itinerary up she drew.
h her uncle her up put for a few nights.
Making announcements
You work as a courier for Royal Premier Tours. You are at
the airport waiting for a group of hoHdaymakers to arrive.
Listen to the tape and fill in the gaps in these
a Would Mr and Mrs Borgman .................... .
...... ........ ... ..... ... . .... .. ....... ..... ... ...... please contact the
information desk?
b Would ...................... ............. red Ford Escort, registration
M639 PTY, return to his car immediately as it is
.. .. .. ..... ?
c We ............... . . . that flight number AZ 345
from Milan .................................. Luton.
d Passengers for flight number BA 357 to Rome
.......................... ... Gate number 21.
e This is .... . ..................... Flight number IB 863 to
Listen to the tape again and practise making the
2 You have now collected your group, boarded the tour coach
and are en route with them to their hotel. You are giving
them the information in sentences a- f.
For each announcement, cross out the sounds that
disappear and link the sounds that run together at word
boundaries. The first has been done for you.
a Good_evening ladies_ana gentlemen. Firs! Ie!
me welcome you to Vienna.
b You'll be staying_in the luxury Nova Hotel in the main
c Tonight_after dinner there' ll be a welcoming reception with
canapes in the bar at nine thirty.
d come rounG and give you particulars of
e Ana during the reception I'll talk briefly about them and
take bookings.
If you should have any problems_ or questions please
to ask me. J' II _always be avai lable in the
reception from nine to day.
o Transport
Now try making the announcements yourself, and, if
possible, record them onto a cassette.
o Listen to the tape to check your pronunciation.
Vocabulary 2
3 Each blank contains one missing word which is strongly
associated with another word nearby. The missing
words are:
cry dine stuff far good
soak spare style effort t ime
images hand/hands
walk entertainment
Use the words to fill t he gaps in the text.

Ask anyone to name the ultimate luxury holiday and the chances
are thot they'll say Ha cruise
. It conjures up (1) ...... ... of
elegantly-dressed couples promenading on a moonlit deck, with the
strains of The Anniversary Waltz floating out to sea. Of rich,
elderly people with time on their (2) .......... and a desire to see the
world in (3) ........... But although the romance of the golden age
of cruising remains, the avemge age 01 today's passengers is 37- a
for (4) .......... from the be-shawled, blanketed image of yesteryear.
The superb range of leisure activities and wealth of (5) .......... has
made cruising a godsend for families. Parents can relax and enjoy
themselves in the sure know/edge that their children are in
(6) .......... hands in the "kids' centre".
But for young and old alike the appeal of a cruising holiday is the
ability to move effortlessly from one place to another. To this end
cruise lines have put a lot of time and (7) .......... into developing
their shore excursion programmes. Nowadays they can incltlde stich
activities as trucking in the Malaysian jungle, catching fish in the
fjords, landing on a mighty glacier or clambering over Greek ruins.
That is, if you've got time to (8) .......... with so many exciting
on-board acrivities to choose from, Passengers con try their
(9) ... ....... at anything from aerobics to scuba diving. Evening
entertainment continues (1 0) .......... into the night with casinos,
cinemas, and discos just a short (11) .......... away from their cabin.
Another major advantage of cruising is the superb standard of food.
You can wine and (12) ..... ..... through to the early hours.
If none of this appeals and you wish only to while away the
(13) .......... as you (14) .......... up the sun, why not consider one of
cruising's unusual destinations and take a trip to Alaska? Sailing
through the dazzling blue whiteness, spotting a whale or a bear is
the (15) .. of which memories are made.
Developing the Topic
Vocabulary 3
1t=1 Complete this network, adding as many new words and branches as you can.
o 1 Terry lee, Britannia's * Advance Planning Manager, is talking about how he plans
and executes the company's summer flight programme. listen and decide if these
statements are true or false. Correct the false statements.
a Britannia and Thomson" decide how many planes will be in use.
b They have to f ill 26,000 slots in a twenty-four-week programme.
c They don't expect to change their flight plans.
d The computer system can help the user t o predict pot ential
fli ght disast ers.
e The computer system is fast but has not yet led to di rect savings
in expendit ure.
o 2 In the interview you heard about the stages in planning a flight programme.
listen again and complete the flow chart opposite .
Brimonia is a large Bri[ish air charter carrier .
Thomson is a large British t our oper.lIor.
Flight scheduling
a Discussions are held between us and ... _ ................ to set objectives .

b Use last year's programme as a base.
c Ask counterpart about commercial requirements, e.g. demand from airports and timing of
d Take into account profitability targets. maintenance requirements and efficient use of
aircraft and their .................... .... .
e Negotiate slots at airports. Check airport's ................................ .. ............... and noise restrictions.
f ... .... .............. ...... on the (ore systems computer.
g Run ....... ... ...................... study.
h Run ....... .. ........ .............. study .

i Decide on plan .

Negotiate with airports and other airlines through
..................... aviation network.
k Go to the International ... ..................................... ..
conference to negotiate.
Make final adjustments.
~ - - - - - - ~ . ~ ~ ~ - - ~ ~
m Send brochures to the printers.
o Transport
look at this diagram of a plane, which shows the advantages and disadvantages
of sitting in various places.
These words have been deleted from the text. Put them back in the correct places:
window smoking close
aisle bulkhead emergency exits
three empty last
last middle
b seat On a
a seat Very
desirable to sit next to one.
More space overall and taller
people can stretch their legs
out sideways. The best
chance of sitting next to an
seat is to
ask for an aisle seat in the
middle section, as
usually the last to fi ll.
night flight a
seat means a chance to rest
your head on t he side panel
and get some sleep.
c seats of
row On
long flights these can be
inconvenient if you have to
climb apologet ically over
others to get out to the toi let.
d rows A
family with two children may
prefer to si t in these seats on
long-haul flights, as they give
a good view of the movie
screen and both parents can
kee p "guard " on either si de.
to toi lets Not
good on long flights, as t hese
areas become congested with
a constant restless queue.
e These
seats usually have the most
leg room. However, for safety
reasons they are allocated at
check-in to ensure t hat only
able-bodied adults sit there.
Nevertheless, some ai rl ines
may reserve you these seats
on that condi ti on. The
negative factors are that
these seats don't recline fully,
and can be chi lly as they are
next to the doors.
Row behind ..
The wi ndow seat
in the. . .... ........ row
may be removed, allowing
extra leg room in the seat
behind, but t he exit row
safety restrictions may apply.
...... ... .. ... .... seat On a day
fl ight an . .. seat has
a little more space to stretch
your legs without bot hering
ot hers. If you want to sleep
on a night flight avoid the
..... seats, as
insomni acs brush past you
and you wi ll have to move to
let your neighbour out.
seat The
row that di vides the cabin
from the kitchen and toilet
areas shoul d have more leg
room; it also avoids having
someone reclining back into
you. However, the seats can
be narrower if the food tray is
in the armrest. have a poor
view of the movie, and can
be noisy, as families with
babies often get priority in
these seats. They are also
near busy areas where the
cabin crew tend to
9 seat group
As a couple you could ask for
two aisle seats. If the fl ight is
not full the middle seat may
be unoccupied or you could
swap with the piggy-in-the-
Commonly located at the rear
of the aircraft. Size varies
accordi ng to demand. Try not
to sit i n t he last non-smoking
seats to avoid smelling like a
stale ashtray, but also
remember t he front of
non-smoking is near the
smokers in business and
first -class.
You work in the head office of Skyways Holidays. Your boss has asked you to send a
fax to al l the counter st aff in your branches, outlining the recommendations they
should make to clients as to the sUitabili ty of different seats on planes.
Write the fax, bearing in mind the needs of families, non-smokers and the disabled.
G Transport
row of the
sedion Seats in front of a
cabin divider can have a
restricted recline.
Vocabulary 1
look at the adjectives in the box. Tick those which. in your
opinion, describe the personal qualities that people
working with the public should possess.
ambitious honest shrewd
cl ever lazy thoughtful
disorganised motivated t imid
efficient sensible trustworthy
helpl ess sensitive zealous
2 Someone who knows a lot about a subject is well-informed.
Add well or self as a prefix to the following adjectives to
show a positive quality.
......... -behaved
..... .... -conf ident
.. -assured
Language Focus
Infinitive or gerund?
.. -possessed
.. -reli ant
......... -organised
......... -intentioned
Read the article and fill in the gaps using either the infinitive
with to or the gerund (-ing form) of the verbs in brackets.
Holidaymakers deserve better service
ALTHOUGH TOURISM EARNS ... fort une trom
(a) ..... (make) people's come true, the
industry has a gr eat deal (b) ............ (learn) ahout
cu;o;toJnl!r r dathms.
TI1C peak season has not yet begun and already
re por ts of i(mg dda)':-> and passeng('r fr ustration are
starting (e) . ... . ............ . . . (appear ).
Last month, holidaym,l kcr s in Milan complained
about (d) . . .... ( wait) for hours lo r their haggage,
whil e in Spain a r eputabl e carri er deci ded (e)
(bus) Bri tish passengers into France so the), wouldn't be
forced (f) ..... (lose) an impor tant li me slot.
O"cr the years, the general public has bc(.:ome ti red
of (g) ........... (Ih len) to ('xcw;cs. What is acruen'd by
(h) (blame) delay' on (i) (need)
spare:. parts or by not (j)
(bolher ) (k) (re ply) when
Instead of (l) ....... . ........ (blame) circumstances
beyond their control or (m) .............. . ... (accuse)
passengers of (n) ........ (not care) how the industry
works, operators, ai rli nes and seat brokers must realise
that the fa ul t lies with those who are proud of
(0) ............ (incre.lSc) passenger numbers each
year, yet obtain tJlcse increases by (p) .................. .
(urge) customers (q) ................ (take) holidays at
ridil: ulously low prices .
Of course, it is w'r), tempting (r) ............... (ask)
how customers can expect a high standard of service when
they ha\e only paid 199 for two weeks in Turh y.
Howen>r. this problems arc already threatening
(5) . . ......... .. .. . . .... (spoil) the image created by the
majority of the industr y.
It is time the responsible operator!; and airlines
joined forces (t) ... (protest) for the goud of t.he
industry as a
t.hey do so, the package holiday industry is
(u) ............ (rt'main) the poor r elation. Howeyer
cheap their ticket, hol idaymakt'("S do not dcscnc
(v) (he t rC'atcd) in the way some
Contrastive stress ~
o 1 Li sten to Chris talking to David about his holiday problems.
As you listen, write notes in the grid.
Expected/required Happened/received
Chri s
o 2 listen and underline the stress in these sentences:
a We' d asked for an apartment with a sea view but were
given one wi th a view of the courtyard.
b The children needed to sleep at ni ght but they were kept
awake by the noise.
c We asked for 600 but they onl y offered a mere 100.
3 Pradise saying these sentences:
a Did you ask for two col d dri nks or three?
b On this flight there is a stopover in Dubai not in Singapore.
c I asked for sparkl ing not still water.
d The brochure adverti sed accommodation on a quiet beach
not in the city centre.
e It's not head office that pays compensation it's the individual
o Listen to the tape to check.
CD Customer Relations
Writing 1
You work in the Customer Relations Department of Exotic
Destinations. Your supeNisor has left this memo and this
letter on your desk.
Foll ow her instructions.
From: M;lTianna Corradi
Can YOll please deal with this letter? Apologise for the
unfortlmate incident nnd explain that this is not our usual
standard. Promise we will look into the aUegations of
rudeness. BUT point out that:
1. our brochure does not stipulate the age of our reps.
2. all our reps are highly trained.
3. the brochure statcs thai there needs to be a mjnimum of
8 people for the Golden Group package.
As gesture of goodwil l offer 4 vouchers for day trips to Paris
and Brussels.
Many thanks. See you back in the office on Monday.
48, The Vale Sunny town Devon DC4 56JK
7th December
The Customer Relations Dept
Exotic Destinations
Pacific House
Randolph Way
London W7 Y BOT
Dear Sir,
My husband and I have recently returned from one of your
Golden Group holidays in Tunisia.
We chose this holiday in preference to many others as we
were assured both in the brochure and by your agency staff that
this particular package catered for retired couples like ourselves.
We understood that our specially organised activi ties would be
run by mature friendly hostesses. However on arrival at our
destination we were met by a very youthful rep who very curtly
told us that there were only two other people on the Golden
Group package and that, as a result, we could join in the activities
organised for other groups or fend for ourselves. Since our tastes
do not include hard rock or late-night pub crawls we asked to be
moved to another hotel. We were told that if we did this it would
have to be at our expense. As a result we decided to stay where
we were and to organise our own entertainment.
Now that we have returned home we feel obliged to draw your
attention to our deep dissatisfaction with the service we received.
Not only were we deceived by the information in your brochure
but we were not properly treated by your staff in the resort.
We hope that this matter will be rectified to our satisfaction in
the near future and look forward to hearing from you shortly
Yours fai thfully
/ f i t ~
Katherine Hopper
Developing the Topic
Reading 1
Read the text and answer the questions.
a Why did Jane go to work at Ridgeway Tours?
b Why wasn't Jane's behaviour to customers noticed sooner?
c What did the assistant manager of ABC Travel do when she
wasn't satisfied with the service she received?
d How did Ridgeway Tours react?
e Why wasn' t the manager of Inter-World Travel satisfied with
the service he received?
f What conclusion did he come to?
9 What did this mean for Ridgeway Tours?
An Unfortunate Incident at Ridgeway Tours
Ridgeway Tours has always had a reputation for having
trained staff but. following the expansion of the company\ main
tour programme. they had taken on a number of very
inexperienced staff, not all of whom had been properly inducted
into the company's operations. One of the new sales staff. Jane.
took on 'l telesales job as a temporary measure, and had no
intention of staying more than two months - just long enough to
save enough money t() go off on a summer holiday. Jane's attitude
to the job retlected in her work. She failed to record details of
was sometimes rude to custOmers phoning in and, for
most of the time. adopted an attitude of takeitorleave-it.
Unfonunately for Ridgeway Tours, their rather inadequate staff
training programme meant that the effects of Jane's indifferent
attitude to the job were not immediately recognised.
ABC Travel had dealt with Ridgeway Tours for a number of
years. and most of the counter sales staff were on very good
speaking term:o; with all of the tour operations staff. When the
assistant manager telephoned through with a booking and got
Jane on thc end of thc line, she very quickly realised that the
level of service was not up to Ridgeway's usual standard. The
good standing between the two finns, however. meant that
the matter was easi ly resolved at supervisor level. Jane quite
Vocabulary 2
In paragraph one, find the words that mean:
a not enough or not good enough:
b uninterested: ..
c new to the job: ...... ....... _ ........................... .
d not polite: ............................ ..
rightly received a ticking off from the reserv3t.ions supervisor, the
agency received an apology, and confidence was restored once
Inter-World Travel had never used Ridgeway Tours before but.
due to a number of difficulties i n finding a suitable holiday for a
large group, the manager telephoned Ridgeway to make a
reservation on their new programme. Unfortunately for the tour
operator. the very person who answered the call was Jane and, true
to fOffil, she treated the agent in her usual manner, failing to show
any real interest in the booking and ringing off before the agent
had properly fi ni shed the call. The agent was neither pleased with
Jane's attitude, nor the service be had rece.ived but , unlike ABC
Travel, the agency had had no previous dealings with Ridgeway
Tours and did not realise that Jane's attitude was in no way
typical of the attitude of the whole company. Although the
manager of Inter-World urgently needed to find a suitable holiday
for his clients he felt that it was vital to entrust the booking to a
reliable tour operator. He thought ovcr his conversation with Jane
and decided that he couldn't afford to take a chance with this
hooking. He then walked out of his office into the agency and
spoke to his staff: "Can I just have your attention for a minute ...
Ridgeway Tours - no one is to make a booking with them under
any circumstances. OK?"
2 In paragraphs one and two, find the idiomatic expressions that mean:
a apathetic or careless attitude: ...... .. .... ................... .
b a reprimand: .............. .
Peter Garfield, t he personnel officer of Global Tours, is
giving a talk to a group of trainee t ravel consultants.
o 1 listen to the tape. In which order does Paul deal these
a accuracy D
b confidentiality 0
c body language 0
d personal appearance 0
e reliability 0
f loyalty 0
o 2 listen again and answer the questions:
fa Why is it important to dress neatly?
a Why should we try to look at t he person who is talki ng to
c What should you do if you don't know the answer to a
quest ion?
d Who will the customer remember?
Reading 2
Answering Customer Queries
Louise, Ali son and Philip are t ravel consultants.
Read how they dealt with a problem and decide which one
i mpressed the customer with the service they gave and
A Louise is busy behind her desk. She picks up the
phone to :1 customer who wishes to find om: about rhe
visa arrangements necessaq' for t\ visit to the USA.
Louise does nOt have the answer to hand, but
promises to look up th e information for the cusromer
and says, " I'll phone back as soon ;,\s I've checked for
Some three hours later she telephones the customer
with the necessary information.
8 Alison works in a ci ty agency, where people are
constantl y coming and going. She picks lip the
telephone just after ttn 0 'd ock to a customer who
wants some general advice on holiday destinations and
a few idl'as for a fami ly holiday. She promises to call
back, though shc lets the customer know that things
are rarhcr busy.
"\Vc're very bus)' at the moment, so I can' t really S3)'
that I phone you back straightaway, but I will
promise to ring back by rwdve o'd()('k."
In fact, Alison telephones the customer just before
eleven o'clock wich the required information.
I1!l Customer Relations
c Philip is working in a busy office. He picks up the
telephone to a client who wants some fli ght
information for a trip to Australia. He too does n Ot
have the required information and promi ses to phone
"I' ll phone back in ha lf an hOllI."
He telephones back after tWO hours, apologising for
the delay and explaining that things have been very
busy in t he agency ,md that this has been the fir st
opportunity he has had during the morning.
Vocabulary 3
Louise did not have the information to hand. = Louise did
not have t he information on her desk.
Use these expressions with hand to complete the
following sentences.
in hand on hand offhand by hand to hand underhand
a I' m afraid I don't know. . how many people have
booked for the Skyways trip to Madagascar. I'll ring you in
an hour when I've looked it up.
b He wouldn't have minded so much if they had told him t o
his face that they wanted to dismiss him. It was the
........... way in which they did it that upset hi m.
c Instead of posting t he letter, he decided t o deliver it
d She always kept a pencil and notepad ... . .. on t he
desk so she could take notes when people phoned her.
e Don't worry, everything's . The paperwork will be
completed on time.
Should a guest be taken ill there is always a doctor
Writing 2
You work as a travel consultant at Global Tours. Peter
Garfield has asked you to write a set of instructions for new
staff on how to give a good impression.
The first one has been done for you.
1 A l.watJs dress l\.O.<dl1j aJ1d !<"ep sh.<>el>
clea.n. a.'\d po-lis.hod o..nd .:Jeur clothos weU- fU"sseo..
Review 2
Units 6-10
Language Review
6 Tour Operators
Rewrite these sentences, beginning with the words in
a Ai r traffic control delayed BA 456's landing.
The landing of .. .. .. .. .. .......................... ...... .. ................ .. .. .... .
b Al l hotels are inspected weekly.
The reps .... ........... .. .... .. ... ...... .. .... .... ... ......... ........ .. ..... ... ..... . .
c Pub crawls have been banned.
The local council .
d Coaches take the tourists to thei r hotels.
e 9.5 milli on holidays were sold last year.
Tour operators ... .................... .... ... .. .. ... .. ..... .. .
2 Decide if these sentences are correct or incorrect. Correct
the sentences that are wrong.
a It is believed that the trend to book late holidays will
b Versailles and Fontainebleau vi sit many people every year.
c Children under 12 are not allowed in the bar.
d All rates negotiate between the tour operators and the
e The guest was offeri ng alternative accommodation last
7 Promoting a Destination
Letters a--e describe five situations. For each situation there
are t hree sentences. Tick which one you would say.
a You have accepted a summer post as a tour rep in Bari. A
friend asks you about your plans for Friday, 5th May. Do
you say:
1 I will fly to Bari to start my new job.
2 I am flying to Bari to start my new job.
3 I fly to Bari to start my new job.
b You are in a taxi going to the airport. You tell the driver to
hurry. Do you say:
Please hurry, the plane is leavi ng at 12.20. 0
2 Pl ease hurry, the plane leaves at 12.20. 0
3 Please hurry, the plane will leave at 12.20. 0
c A friend suggests ringing you at 9 .00 a.m. tomorrow
morning. It isn' t convenient. Do you say:
I'm sorry, but at 9.00 a. m. I'll be checking in new arri vals. 0
2 I' m sorry, but at 9.00 a. m. I will check in new arrivals. D
3 I' m sorry, but at 9.00 a. m. I am checking in new arri vals. D
d A customer in a travel agency asks you about her room in a
hotel in Corfu. Do you say:
1 Your room is having a sea view.
2 Your room will be having a sea view.
3 Your room will have a sea view.
e The hotel manager asks you when he can have the up-to-
date report on tourist arri vals. He wants to show it to the
area manager at 5 p.m. tomorrow. Do you say:
1 I won't have finished it until 5 p.m. tomorrow. 0
2 I don't fini sh it until 5 p.m. t omorrow. 0
3 I am not finishing it until 5 p.m. tomorrow. 0
2 Complete the sentences below with the correct form of the
verb in brackets:
a The president ... ........... .. . ..... . (open) the new hotel next
b Look out! That guest .. ... (faint).
c By the year 2021 Genoa University .
550 years.
.... (stand) for
d At 9.05 tomorrow evening I . (give) a
welcoming talk to the new arrivals.
e By the end of the season we .. ... .. .. ........ (achi eve) 88
per cent occupancy rates .
8 Responsible Tourism
Choose a suitable verb to replace said or told in these
sentences. Then rewrite each sentence in reported speech,
making as many changes as necessary.
For example:
"Dinner is served, " sai d t he master of ceremonies.
The master of ceremonies announced that dinner was served.
a "Would you like to join us for a coffee?" said the young
American to the tour guide.
b " I didn't take the old lady's bag
" said the chambermaid.
c "Yes, the plane does leave at 4.55 tomorrow morning,"
said the check-in clerk to the customer.
d "Get me a large brandy!" Mr Gold told the waiter.
e " You should take out travel insurance before you leave,"
the travel agent told us.
" Don' t change money in the street, it's dangerous!" she said
to us.
9 "Yes, that's right," he said to us.
h "At least try to come to the party, " she sai d, so I agreed.
"Do you have a restaurant?" he said.
" If you don't give us a quieter room, we' ll leave the hotel,"
said the angry guest.
9 Transport
Put the pronouns in the correct places:
a We have looked at. (them)
b We have speeded up. (them)
c We have taken into account. (it)
d I came across. (it)
e They put into operation. (it)
2 Rewrite the jumbled sentences in t he correct order.
a the management down the of work lays for conditions the
b can the planning manager on with t he fli ghts scheduling get.
c LGW f or Gatwick stands London.
d just let work the bill me out.
e for saving the trip up have been I since last year.
Review 2, Units 6 - 10
10 Customer Relations
Tick the correct sentence in each pair.
a The guest remembers to lose his wallet last ni ght.
The guest remembers losing his wallet last night.
b The manager stopped to work when the visitor arrived. 0
The manager stopped working when the visitor arri ved. 0
c I regret t o inform all clients that the restaurant will be closed
for refurbishment until further notice. 0
I regret informing all clients that the restaurant will be closed
for refurbishment until further notice. 0
d The tour guide warned everyone in the party to t ake care on
the cliffs. 0
The tour guide warned everyone in the party taking care on
the cliffs. 0
e The chambermaid admitted to take the necklace from the
room. o
The chambermaid admitted taking the necklace from the
2 Complete the text using the correct forms of the verbs in
A group of hol idaymakers
won a legal batcle when {he
journey along the ancient Silk
Route fa iled (a) ............ .... .. .
(live up) to the brochure's
'this comes at a time
when consumers' associations
have been warni ng tour
operators against (b) ........ :
(offer) derisory compensation
to disgruncled cli ents.
The company had refused
(c) ........... ... . (admit) liability
but twenty of the parey
decided to take the matter ro
court. The (Our operators
denied (d) .. ' (cry)
to deceive t he holidaymaktrs
but lost the case and chey
have now undert aken
(e) .............. ... (pay)
compensation of 250 per
person plus costs.
Shade in your score:
Well done!
Well tried!
A good
but check your mistakes.
Some revision needed.
Talk to your teacher.
See your teacher now!

Language Focus
Adjectives and order of adjectives
Put the jumbled adjective phrases in the correct order to
complete these sentences.
a Visit Colmar with its
b Stay at this
(cou ntry-housel outstandinglluxury Ihotel )
c The chalet is in alan .... ... . (vi liage/Swiss/unspoiled/resort)
d The restaurant offers alan
(international/ table d 'hote/varied/ menu)
e On arri val all guests are given a.. .. .... . ............. .
(star -s haped I d ark I Bel gi an I ch oeol a te)
At the Majestic t hey have
(junior I luxurious/four /suites)
9 All staff will be issued with
h In the dining room there is a .. .. .
(fi ftee nth -centu ry /Veneti an I pricelessl chandelier)
2 Join the two parts of the compound adjectives from
columns 1 and 2 in the grid.
Match them to a suitable noun in column 3.
The first one has been done for you.
1 2 3
self- -. board shoes
service ... charm
direct- made
centrally- in
hand- di al \ woman
well - world party
low- heated ' restaurant
half- only cupboard
built- season telephone
invitation- dressed rates
1$1 3 Write a description of this room. A few ideas have been
given to start you off.
Stress in compound adjectives
o Listen to the tape and complete the gaps.
,/" The Grand Hotel is a (a) .......................... building on the\
coast that was (b) ..................... ... to cater for
(c) . .. ............... clients who require comfortable
(dl . .. .......... ...... ... rooms. Although .prices are high you
can find many (e) .................. '" offers in January and
Listen again and underline the part which is stressed in
each. Practise saying them aloud.
2 These sentences all contain compound adjectives.
Underline the stressed part in each compound adjective.
Practise saying them aloud.
a The telephones in the rooms are all direct dial.
~ The guide was well dressed.
o The hotel had been purpose-built.
.: It was a last-minute decision to come.
eo They ate in the self-service restaurant.
The tea-house has its own old-world charm.
o Listen to the tape to check your pronunciation.
Vocabulary 1
Collocations with and
nere are many fixed expressions in Engli sh.
For example: supply and demand.
Match the words in column A with those in column B to
make collocations with and. Use these collocations to
complete sentences a-I.
black tie
bread dine
bride breadth
jacket white
milk span
wine groom
hard soda
length sound
male butter
whisky fast
spick female
safe sugar
6) Hotel Facilities
a The. . ............ and. . ................... had decided to spend
their honeymoon in the Maldives.
b The guest ordered a .... .. ........... and ................. without ice.
e The dress code in the restaurant ;s informal but gentlemen
are requested to wear a ....... and ............ .... ..
d ................. and ...... ........ ... in the Aspects Restaurant on the
twenty-fifth floor from 8 p.m. till midnight.
e Both and .. ........ staff are obliged to wear a uniform.
They searched the .......... and ............. .... of the
hotel for the missing earring.
9 Would you like some .................. and . .... with
your meal, si r?
h We have to make .................... . and ......... rules for
the safety of all concerned.
i Please make sure that your uniform is .......... and
........ , so that you will make a good impression.
If you look carefully at your contract you will see that all the
points are there in .......... ....... and ........ ..
k They searched everywhere for the missing child and
eventually found him and ........... in the
games room.
Would you like .... ...... and .. in your tea, madam?
You work as an advance reservations clerk in the Majestic
Hotel in Davos, SWjtzeriand.
You have recei ved t his letter from an exclusive London
travel agency. You have worked with them before and value
t heir custom.
The Independent Skier
Piccadilly Sueet
Reservations Manager
Majestic Hotel
The Promenildc
16th January
Dear ......... ..
One of our most valued clients has expre:;sed a desire to spend a
few days in Davos from 17th-21st February inclusive.
He is travelling with his two teenage and would require two
adjoining senior suites on the top floor wi th half board. They
intend to fly to Zurich and travel by rail fo Davos. Can you
please arrange for limousine transport to the hotel? They do not
wish t() take n.dvanUlge of the hotel bus..
Tbey would abo appreciate it if you could arrange in advance lift
passes, paragliding and snow-boarding
Payment will be made by credit card On arrival.
Please c{)nfinn by return availabilj ty and your lenns.
Could you also forward us some copics of your most up-to-date
With all best \\'ishes.
Sarah Bowen-Lyons
Senior Travel Consultant, Swiss Des.k
Write the reply using the following information and
inventing any other details:
l't -.::( Feb! r

Majestic Hotel,
Enioy perfect
hospitality and
uHobtrusiue elegance
in this luxury .5" -star
hotel. All rooms are
spacious and
comfortable, designed to help yo" relax in the fresh
illvigoratillg alpille air. After a day on the Alps
unwind in our exotic pool or dine by candlelight in
our penthouse restatl1"ant.
Individual winter rates to include overnight stay, buffet
breakfast, 4-course dinner, welcome cocktail, use of
swimming pool and sauna, parking, transfers from and to
the railway station, scheduled shuttle hus to the ski
stations, and services and taxes.
All rooms are en suite. There a re lifts to all floors.
Standard: 215 SwF
Superior: 300 SwF
Junior suites (double)
795 SwF
Standard: 590 SwF
Superior: 620 SwF
Senior suites (double)
950 SwF
Extra bed from 12 years: 150 5wF per day
Child reductions
to 6 years: free in parents' room indo breakfast
6-12 years: 65 SwF per day incl. breakfast
Skiing: downhill and cross-country skiing, snow-
boarding, paragliding, ice skat ing and tennis all
We will arrange your chi ld's ski school and baby-sitting
fac il ities.
Come to Davos,
the internationally
famous centre for
sport, culture,
health and
congresses, 1,560
metres a bove Sea
level in the heart of
holiday region.
connections link
Davos with Europe's key cities and Zurich airport. Air
travellers can check in their bagg,lge directly from their
destination to Davos. The hotel bus will collect you from
the station in Davos Platz.
G) Hotel Facilities
Developing the Topic
leo NOlJobilsky is the manager of t he Grand Bohemia Hotel in Prague.
You will hear him talki ng just after the hotel in 1993. As you listen
answer these questions:
a When did the hotel first open?
b What was it then cali ed?
e Why are t here so few managers?
How are reservations made?
c How long did the present refurbishment take?
9 Where in Prague is the hotel located?
d How many people can t he restaurant cater for at one sitting?
h What type of dishes does the chef prepare?
Leo Novobilsky described t he rebuilding of a traditional hotel in Prague. But is thi s
what business travellers want in t he hotel of the future?
Read this article to f ind out .
Seeking a
rtquent busi nm rr.lvell ers - known as "road
in hotel jargon browse they make
more dun twenty business trips :I year - want
gr{'ater on service from hotels before new
technological dt\'elopmenrs surh as checking in and
out with smart cards.
nlis was one of tht (tnml conclusions or
in\"it:ltion-ooly seminar on tilt HOtel of the Furore
held at London's Hratt Carlton Tower Hotcll:lSt week.
J want a hotd nOt only to proljcle (onsis(C'ncy of
seo'ice but also to empo91t'r staff [0 have [he
authorit y co solve my problem at the same time:
siid Ms Thomas, :J European Medi:J di rector :Jnd one
of the seminar pand of frequent tf2\'rlJ inl)
Mr Bebbington, who is another on the
food for three months or more a }'ear, recalled how he
had been horrified by the at a tOp hotel in
"f was chargtd a htft), deposit when 1 askNl co use
a fn: in m)' room and then had to 5Uffer dIe indigni ty
at check-ou( of waiting while ;\ hOld employee
checked my room to Set if the fax was sti ll {here
btfore {he deposit was rerurned," he s.l id.
Mr Nadeem, a law)"tr, also emphasisro seo'ice,
saying he t ried to consure good ueatment by
establishing and mai ntai ning cooracts with key stafT,
like to use hotels whcre I know the general
said. "J thi nk it is "cry importanr to be
recogrused as a regular guest."
Another pand member, Mr Paget, argued that the
hotd of {ooay is still trying to overcome the
upstai rs-do9.'ostairs of 150 years ago. He
ftlt lhe main requirement the abilit}' of
rrception to grttt ),ou and welcome )'ou - and a card
in the hotel room s.l)' ing 'welcome back to rhe hotel'
SJ)' S a
Bue Mt Ji m Evans, Hp.n's seniQr market ing yict-
president, beli rled new te-chnol ogy cOli ld
efficienc), and sel"l' icc, as ""'e!l as controlling COSts,
while still fetaining the human touch:'
He sUJ:gt1tcd rhat while the paCt of ch:lnge oyer
the past decade had been C'o'olurionary. there
ht revolution on:r the nex t tin: ye-ars, wi ll
(hange dramatically in what the)' offer their gllesfS.
The television console, for example, will become tht
ccntral focus of rh( room for communicatiuns,
entertainment and inrerJCti,'e
HyaH W1S al re:idr txperimt'nring in America. with
techoology that enabled executives to check in co
pre-assigned rooms by using credit cards in rhe hotel
foyer to obtain a computerised room key and charge
\'(/hile technology ""-.15 changing for [he If'J.\eller,
hI:' said. i[ WlS :liso l!"-4king reservations easier, Nexr
month Hy:m iartS tri:1is to allow direc access to its
hotel o,'er the Thisco u'l"el \l,'eb, at first
JUSt for frJ.\"el :lgeor) but for regular
It.l\'elleri as v.:ell.
lr is possible that before guncs will be able to
hook their room. check in and check our, and r('(ei,'':
room st'c"ice from an auromated ki ((hen without ever
dealing wirh :I horel emplo)'tt face to f.tee. Nor
surprisingly. such in"esrment in new tt(hnology will
lead ro higher room racts, Mr E';JIIS admined.
It also t"mtrge-d from discussions that the horel
room would most ceminly be setn mort as an office-
:lway-from-thc-offi(t", rather than a home-from-
home. Incl"t"'lSi ngly, the hare! room WJ.S l'ieww as a
plaCl: to do business, hl:nct the move towards built-
in work st<1 tions wi th modem poims, lighting
;lnd well-dtsigne-d chairs,
But the pand of executi .. es sti!! nttded ro be
convinced that hotels would be abll:' to guarantee
the lel'e! of communications the)" offered now.
The semi nar also indicated that businc:s.s rravelle.rl
had litde interest in enviroomeotal iniri,ui\'es such
as fewer bathroom toilecries or towels, and all
expected an increasing proportion of rooms - and
public artaS - to become smokingM.
Hyatt is n Ot .. lone ill trying to find what rtgul:Jt
business guestS want. All the lar!:!! chains are
carrring out trials.
Wesein, for example, has rooms where the bed
becomes a couch at the touch of a button, gi vi ng
the room a more business-like appearance, Jarvis is
experimenting with the delh'ery of room sc-cv ice
through a cupbo.ud accessed from outside rhe
room: a light 1m guests know the meal is (here.
There femains olle t radition hOteliers h;l\'e yet to
decide to keep: the chocolate left on rhe pillow at
(from Tbt '/lW1t:{)
2 Complete the table with the correct information from the
article Seeking a Grander Hotel.
Facilities or services guests believe to
be important:
Facilities or services guests dislike:
The type of improvements business
travellers are uninterested in:
The changes or developments taking
place or likely to take place in the hotel trade:
Vocabulary 2
Look at the article Seeking a Grander Hotel again. Find words in the text to mean:
a to give someone the power or right to do something:
b gave special importance to something:
c to make something certain: . . ................ .
d permitted someone to do something: ........................... ... .
e became known, evident: .......... .... ..
2 Write the verbs beginning with em or en which mean:
a to make larger: ... ...... .......... .
b to board a ship or plane:
c to put something inside an envelope:
d to make something livelier:
e to make something or somebody richer:
Language Focus 1
Which conjunction would you use to link these pairs of
sentences? Choose from the ones in brackets.
a The hotel benefits from high annual occupancy rates
throughout the year.
There is a sudden drop in occupancy rates during January.
(although, besides, in addition)
b Earlier research had determined t hat the clientele were
mainly women aged between 20 and 45.
A campaign was devised to encourage this sector of the
market to come in greater numbers.
(therefore, despite, because)
c Many attractions appeal to visitors because they are very old
and historical.
Theme parks are a comparatively new type of attraction.
(consequently. despite, whereas)
d Theme parks stretch over vast areas of land, often t he size
of small towns,
Most are situated in the countryside,
(although, thus, yet)
e Theme parks attract large numbers of visitors.
They are expensive to build,
(thus, however, in spite of)
2 Complete this passage about a theme park near London
using suitable conjunctions.
"IT'S NICE TO SEE ENGLAND come out on top - we
loohd at places all o\'er the world, (a) ....... .. ...... the
truth is that England oll'ered we wanted,"
according to Clive Nicholl s, Managing Director of
Lcgo UK.
Lego began looking at bU.ilding a second site in the
autumn of J 990 and considered "hundreds of' sites" before
narrowing the field down to a shor tlist of six - including
three sites in the USA, (b) it was the
unique character of the 142 acre Windsor Safari Park site
that persuaded the company to ilwest in England.
"For Lego there were four determining factors in our
choice: (c) ... ',. . ,., ... the site itself was just too beautiful
to miss; (d) ............... _, its size also made the park the
ideaJ venue to bu),. These two factors coupled with its
aCCl'SS to the motorway nCh ,,'ork and the large catchment
area that surrounds Windsor made the site perfect for us.
(e) . _ . ........ ........ Windsor is a tr uly internat ional
{Iestination, which meam we should be able to attract many
from outsidc the UK."
(h'om Tourism Enterprise)
'1t:11 Use the words in the box to replace small in sentences a-d.
a Children love to visit Beaconsfield village where all the small houses are smaller than
the children themselves.
b There has been a small improvement in occupancy rates this year in the region of 5
per cent.
c The budget-priced motel's rooms were all small but comfortable, complete wi th
bunkbeds, cupboards and washing facilities.
d The new air-condi tioning equipment is so sensitive it will respond to sma" changes
in temperature.
Format language
2 Rewrite the following sentences replacing the phrases in italics with one of the
phrases from the box.
a I am sorry for the trouble my action may have caused you.
b The breakdown of figures shows the percentage growth in each part of the hotel
c We would like it if you would send payment of your hotel bi ll as soon as you
receive this letter.
d On writing t his report we have thought about your
requirements for a site very close to a metropolitan area.
e There has been a large improvement in t he standards of
service in a lot of hotels.
Pronunciation of the letter a
Decide if the underlined a in each of these words is pronounced lrel as in cat, ICII
as in late or 10:1 as in car. Write them under the correct headings in the grid.
palace castle pyjamas station Japanese parade
fabulous half gardens accommod.ation sand mansion location
o listen to the tape and check your answers.
substantial number
taken into consideration
within close proximity of
regret the inconvenience
by return
Developing the Topic
listen to John Murphy, a director of the Tussauds Group.
explaining how to choose a site for a new theme park.
As you listen, fill in the gaps:
a The resident population are those peopl e who
b Tourists are both .. . and
who are staying within that .. ... ....... radius.
c An affinity group is a group of people who have
d A liner group is a group of people who have .
e So the questions are: do we have a site in an area where
and is the site .....
9 Is there a reasonable
h An area of natural beauty is an .
location is a .
. .. .. ?
but if the park is big enough, you can ..... .
.... .... if the
If the. . people prefer to
go to the beach.
Language Focus 2
An international leisure group is consi dering opening a new
city attraction in the centre of Konstanz in Germany. They
have commissioned a report on the area.
Complete this extract from the report using the
conjunctions in the box.
as a result
in addition to
but therefore
(onstanz lies on the western side of the Bodensee where the lake
:rains into the River Rhine. It was founded on the site of a Roman
'on. (a) . . .. it is the medieval city that survives to this day,
JOOlinating the shoreline, (b) ................. lying in the centre of an
=co of outstanding natural beauty. (c) . . ....... , it is of litde
SC-'jJrise to learn that Konstanz, with a population of 75,000, anracts
_ ,'?f 200,000 overnight visi tors a year.
.h an average stay of only 2.4 nights, Konstanz would appear to
:.c c typical destination for city breaks, (d) .. ............ the majority
~ Yisjtors are day trippers. This is due to its dose vici nity to popular
-c iday regions (e) .............. its closeness to the island of Mainau
.... idJ attracts two million day-visitors a year. (f) .... the town
- ":':HS from serious congestion since most visitors arrive by road.
it) SeL"'Cling Locations
You work in the f:\'/ Ventures Department of Themes
Galore, a company specialising in opening new theme parks
throughout the world. You have been asked to write a
report recommending one of two possible locations for a
new theme park.
Look at the information about the two sites given below
and decide which would be most suitable. Write a report
for your MD outlining the reasons why.
D City (pop. 350.000)
o Town (pop. 150.000)
FJori ana is a beautiful unspoilt island off
the Indian coast. It has a population of
3,000 who live in small coastal Villages.
o Vi llage (pop. 500)
.. Hotel
A. Proposed site for
'V' Theme Park
There are few roads and little contact
with the mainland.
No. of i nternational visi tors:
. :: l 00km
Produtia is a small but heavily
populated land-locked industrialised
country. It has large cities with a
cultural heritage. The south of the
country is a popular international
tourist destination .
, /1
0 Vi llage (pop. SOO)
(f) Airport
MUSl!um I Gallt!ry
.A Proposed site for
'W' Theme Park
No. of international visitors:
, =50km
Local resi dents are not always in favour of the building of a new attraction
in their area.
Read the article about a new hotel in Japan and answer the questions:
a In which city is the hotel?
b How tall was the previous Kyoto Hotel?
c How were t he owners able to build a high-rise hotel?
d What does the city's name mean?
e What is t his city famous for?
f Why does the writer feel t hat it must be hard to meditate at one temple?
9 What do you think the monks are likely to object to next?
Rampant in
City of Shrines
urside the gates of (he magniticent
Kiyomiw lempJe there is a sign saying
char the residents of the Kyoto Horel art not
The hotel, which will bc formally opened
tomorrow, bas 3W;lcted che ice of many of the
Buddhi st monks as an unwelcome
inrrusion inro the historic character of the
former imperial capital .
"The cicy is cdebr::ning its 1.200th birthday
this ),ear," said a monk, shaking his head sadly.
'Tht" Americ;m bombers cartfully flew over and
past Kyoto, doing no damage. Now we Japantse
are descco}'ing the grear beaUty of (he (iry.'
He and other monks are angry btcallse the
hotel, aparc from being in rheir view a graceless
block, has beeo allowed to break the cicy's
precious height restriction of 160 fe At 16
storeys, in addi tion to four floors under ground,
it is twice the height of che hotd of rhe same
name chac it replaces,
"The hotel destroys the low-risc- character of
the city," rhe monk said. "Mammon won."
The hotel own('rs were abll' m get a
rel ax-ari on of rhe height restrictions by giving
8..372 sq. yards of land - 40 per (ent of tht
original sire to create an uninspired public
Kyoto was crtated in 794 as Heian-kyo, the
Cicy of Peace, but its inhabitants have always
called it Kyoto and rhe tWo Chinese chamcters
of its name mt'3n capiral of capitals.
It is a ci ty chat embodies the spirir of old
Japan, where ancielJ( am and cralts - texeile
weaving, eeramjes, kimono- and kitt-making-
live on.
In Kyoco geishas practise their arts, Whtfe-JS
in Tokyo mose of them have been dtiven away
by kamoh- and disco bars.
There arc lanes filled with old wooden
houses and corner shops, many filled with
tourist trinkets for the 40 million Japanese and
1 million foreign visitors, but some of them
still displaying rraditional <:fafes .
AbO\f' aI! , Kyoto is famed for its palaces.
castl es, shrine's, temple'S and g3rdens. It is
estimated (hac there are about 1,500 Buddhist
temples and 400 Shima shrines and aOOm sixty
remple gardens.
One {empie, Kinkakuji, originall}' built in
1397, has a pavilion (o'<'('rOO in gold 1e'J.f set in
a garden wich a small lake.
At the Ryoanji remple is rhe renowned rock
garden, jusc fifreen rocks laid our in the
fifteenrh-ct'nrufY gravel thar is raked every da}r.
Zen Buddhists say rhat ir indu(l's
contemplation and enlighetomenr, though
with thousands of chattering \'isirors if is
difficult to be concemplacive.
At Ki)'omizu there is a mix of the godly and
the godless: crcaking wooden tloors, old
images, and never a moment's peace from the
rush of schoolchildren anxious to fill their tin
ClipS, and drink from rhe warcrfall of good luck.
"How can rhey demoy this history, rhe
modern vandals?" asked rhe monk.
Takeshi Tanaka, the managing direcror of the
Kyoto hotd, responded: "People don't waor eo
live in old wooden houses and become victims
of construction rtsrrinions."
In reality the monks have lost the batrle, in
the courrs. The judge said they suffered no
inconvenience from having to live near the
Tomorrow's formal opening of the hotd is
nor quiee the lasr nail in the collin. \'(i'ork has
already started on a new l'lilway stJ,rion, also
rising to 196 fe bur more rhan 500 yards long
and including more than 2.5 million sq. fr
devottd. to a shopping mall J,nd horel.
(from TkGuardian)
to Do
Vocabulary 1
.... Complete these networks with as many words and
branches as you can.
Pausing and stress
o 1 listen to an extract from the london Tourist Board's
guide to London's markets.
2 Use these notes to write some more of the telephone
As you listen, mark where the speaker pauses (I) and
underline any words he stresses.
Petticoat Lane is London's worl d-famous Sunday marker;
it is held in Middlesex Street, London East 1, from 9 a.m.
w 2 p.m. and sells clothes and household goods. Nearby is
the old Spitalfields market in Commercial Street , London
East 1. This covered market is si tuated on the site of
London's original frui t and vegetable market . It's near
L"-erpool Street underground station. It 's open throughout
the week selling all types of craft goods, bm t he best da}'
<:0 \-isit it is Sunday when it 's home to l ondon's only
organic food market.

Practise saying the extract_
Mark the places in your text where you should pause (I)
and underline any words you should stress.
Practise saying it.
Record your text onto a cassette.
07te ,l2dJU<lar p/erCM to';' limd!
df tire weeAM,,(
.hut!UnL tiJ.90: SatunL4qs iJat_e;c
'1".111. an46p.M.
Listen to the tape and compare. 63
~ Language Focus 1
Complete the sentences with suitable words or phrases:
a If you . . by bus, it'll only take you a few minutes.
b In the event of an accident. the alarm
c If the li ft doors refuse to open, please ..
.... the
d Students are all owed into the museum at reduced rates
provided that
e Children are permitted in the bar on . .. ........ that
they do not disturb the other guests.
Cheques are not accepted ... .. they are
accompanied by a cheque guarantee card.
9 If you become separated from the tour, please
your way to the coach pick-up point.
h If you have completed the registration form, I .
the key.
i You can go to the Savoy for dinner as long as ............... .
not .. jeans.
Listening 1
lohans works in the Berlin Tourist Office.
a Listen to him talking to an American tourist and draw a
ring round the places he mentions on the map.
What advice does he give the tourist about public
Writing 1
You work in your local Tourist Information Centre. A group
of hoteliers has asked you to provide a leaflet givi ng
information about local transport which they can give to
their guests.
~ Design and write the leaflet, describing the methods of
transport in the area, the types of tickets that are available
and the places where tourists can purchase them.
~ 2 Use the following prompts to make conditional sentences
expressing improbability:
a Iflyou/become/managi ng director of Forte hotels/what do?
b Ifl i/ lose/a guest on an excursion/ firing/the hotel
c If/you/have/a car/drive across Europe
d They/earn/more money/iflwork/longer hours
e Sophia/tell/day-trippers about the funfair if/know/where
Developing the Topic
Listening 2
Jenny McGee is Information Services Manager at the
London Tourist Board. She is talking about tourist
information services in London and about the qualities and
qualifications she requires from her staff.
o Listen and answer these questions:
a How many Tourist Information Centres does Jenny mention?
b Where are they situated?
c How many languages do Jenny's staff require?
d Which languages are most needed?
e List the skills Jenny's staff require.
Language Focus 2
O listen to Jenny McGee again and complete these extracts
using the missing adverbs:
a "listening skills are. .. ... essential"
~ " able to speak ................... knowledgeably about London"
.: "are computerised: a . . .. good telephone manner"
Choose a suitable adverb from the box below to complete
these sentences. Use each word once only.
a It was a/n ........... "' .... .. ... mi ld day for the time of year.
=- It is ........ vital that all tour guides have attended
the local history course.
.: The service the guests received at that hotel was
...... marvellous.
: The guests felt that the excursion had been.
.e This morning everybody was ..................... busy in the
: 1 ~ was a/n ... . ......... well-organised excursion.
; owadays hotel managers are .............. ............... trained.
terri bl y
reall y
~ Things to Do
Vocabulary 2
Synonyms, British and American English
Words for the parts of a theatre are different in British and
American English.
First join the pairs .
Then decide which word ill each pair is American English
and which is British English. Write UK next to the British
word and US next to the American word. The first pair has
been done for you.
check room intermission
foyer cinema
/ ' ~ ' ' ' " ' '
movie theater upper ci rcle
stall s cloakroom
first balcony lobby
hatcheck gi rl mezzanine
dress circle attendant
Read these extracts from a guide to places of interest at Greenwich in london.
Choose one of the places (A-I) to complete each gap.
Note that there are more places than gaps.
Set in the lleaul.iful surroundings of Greenwich Park. hut
close to the hustling riversid" town of Greenwich with its
historic buildings, street markets, speciali st shops,
pl en tiful pubs and r estaurants, is (a) ..... .... ....... .. whi eh
was founded in 1934 to pl'omote understanding of the
hi story ami future of Britain and Ul e sea. Learn why
Britai n "rca me a leading mariti me power and of the
importance of peopl e li ke Captain James Cook and LOI'd
(b) .. ........ ............ ... , situated on the river, lVas lJegun in
161 G for Anne of Denmark. Tllis is the eat'li est buil ding in
Britaiu Ul the classical style. It has been fully I'estorcd to
its seventeent.h-century splendour.
(e) .
Here, John Fl amst. ead, t.he first Astronomer Royal, began
ili s work i n IG75 t.o calculate time at sea - an essential
requi rement for exploring ant! mapping the globe. Visit
A The Thames Barrier B The Date Line
o The National Maritime Museum E The Russian Submarine
G Thames Bridge H Old Royal Observato!},
Writing 2
You work as a tourist informati on clerk in the Touri st
Information Centre in York.
You have recei ved this e-mail message.
Use the information on the opposite page to write a reply.
Sir Chri stophel' Wren's oct,agon room and cli sGover til e
story of time and astronomy. See the largest
telescope and a unique coll ection of histot'ic timepieces.
The IVtlI'l d's only museum of its kind. There are
permanent exhi bitions of the history of fans and '
(e) .. i s pal't of til e nond defence scheme for
protecting Lundon against riSing water levels ane! tidal
surges. It spans 520 metres and consists of ten separate
movabl e steel gates. \Vhen rai sed, the fOllr main
each stant! as high as a five-storey building and as wide
as the opening of Tower Bridge.
An awe-inspiring outing 1'0 1' all tile family. Thi s
U-475 was in active sel'vi ce wi th the Russian Balti C fl eet
until 19()4 having spent Iwenl.y-seven years prowling the
oceans on surveillance dUly Explore til e engi ne rooms
and eonlrol stati ons; experi ence tile crmnpecl conditions
C The Fan Museum
F The Queen's House
Children's Museum
M. ... .... i!:e anr:t I a .. e plann; no to ,ornE
OVQI,' to the UK in tbe t?arlj- tall WIth
OUl; young son . would ] i).;e tOo spe_ld
:'\d:ty in lour fine t:'itl',,;xiucing
him t.O English herit. .. "Ige a.nd cult Ye.
t' ",eaSE: can yoU wtler e ..... e: shcuJ.o
gQ what should see at that
l of year.
t"lea$t? send mol tlet41.ils .
'rhdDr:S !vr YC'lr :oop'e'rdtion.
YOUl-S Ldthfu,
';t,. s 1. Howard
tIfo; e-mall is .JHHsts. JPS.US
Things to Do
York was first a Roman base and city founded in the first century AD. It later became
a Saxon settlement before falling to the Vikings in 867, when it was called .lorvik.
1 Stonegate Shop in rhis
meJitml .(trI.
3 National Railway Museum DiscOH:.r hOIl"
British social arlll mil trm'e! (lrc JinkeJ.
5 The World
of the Minster
insight into che lye
and times '?IpeC'ple
on", a ioel of
6 York Castle Museum A mUSl'um l!f
,-------, IfF Relil'c as it usd to N
in nineteenth-century' EnSJ.JnJ. Compare) OUT
lI'ith our period rooms and SC"ttinss.
2 Jarvik Viking Centre in a timecar
ClnJ rrdrel b,,,"k ,1 I ,GOO yean to su Jorrik doJ
its pe,'lrie. J)iscor.::r che lreasuresJuunJ JUrillg
the arc:hael'Joai.::al JiB of 1973.
York Minster
Vis;t the Jorse:;t
cochttiral in
Northern Europe.
7 Yorkshire Museum Set in rcn acr.:s I!l
bocanit'rJl sarJcm, tllis di splays ?f
cheJlnest Romatl, tlnS]O-SdXc)tl, l'ikinH ./OJ

... ! A 0 i
8 The City Walls The olJ <i cy i, Slill almest V I
(omplerelJ' JurlOundC'J b) ilJ Halls . .Jf.Jke a
complece ci,,;uiL on.f(J()( t e) appudau the
superb "ic H'S anJ the <1 Englund.
the Past
Pausing, stress and pitch
o 1 Listen to a guide describi ng Niagara Falls and mark the
places where she pauses.
Everybody over this way, I' ll t ell you a li ttle bit about
what you' re going to see and then we'll head down to
the boat ride, First of all , I want to tel l you that you all
look very beautiful and handsome in your white coats.
You' re very distinguished- looking.
OK. The falls which are dosest to us here - these are all
the American Falls. The American Fall s st and one
hundred and eighty-four feet high and go one
thousand sixty feet across, If you look at the end of the
American Fall s, you'l l see a small island ri ght past t hem
and there's the little falls that're cal led the Bridal Veil
Fall s. In the evening they'll shine two whi te lights on it
and the water looks li ke a bride's veil as it's goi ng over.
~ - - - - - - - - - - - - - ~ /
Practise saying the text aloud. Record yourself.
~ 2 Mark your own pauses on this second extract from the
guide's tour and underline the words where the pitch rises.
And then the falls straight ahead of us are the
Canadian Horseshoe Fall s. They stand one hundred and
seventy-six feet high and go two thousand two
hundred feet across. So the American Falls are taller but
the Canadian are twice as wide. And again what you
see ri ght now is onl y 50 per cent of the water that can
actually go over. The other 50 per cent is taken away to
produce electricity. So now we are going to head around
the corner and take the elevator down t o the bottom
and we' ll take the next boat out of here, So if you' ll
fol low me round the corner we' ll all go down to the
boats together.
o Practise saying the extract aloud. Record yourself, then
compare your voice patterns with the tape.
Writing 1
~ You work as the Skyways Holidays rep in Buftalo, USA.
Design a poster to be put up in the hotel. advertising a day
trip to Niagara Falls for next Sunday. Use the information
from Speechwork and remember to include:
what guests will see
the time of departure and return to the hotel
the cost of t he trip
how or where guests can get tickets.
See page 92 of the Course Book for an example.
Language Focus
Relative clauses
Add t he information i n brackets to each sentence. maki ng
one sentence with a relative clause.
a In Iron Age times large defensive earthworks were built to
protect agai nst invaders.
(The earthworks are now beneath the castle. )
b One of the lighthouses still stands today in t he castle grounds.
(The Romans bui lt t wo lighthouses.)
c St Mary-i n-Castra is a Saxon church.
(It is in the cast le grounds.)
d The keep of Dover Castl e was built in 1180.
(It is one of the most imposing and impregnable fortresses in
e The underground tunnel s were buil t in the thirteenth century.
(They were used as air-raid shelters duri ng World War II. )
.... You work as a tour guide at Stratford-upon-Avon in
England, t he birthplace of William Shakespeare.
Use t he map and notes t o plan a wal king tour of t he town
and write an accompanyi ng talk.
Practise giving the talk. Then record your talk on a cassette.
Slaali:rsprare's blr thplacr.
;pical milJdltx l(lss furniture tof Ihe lime
hurn in ulIslairs N)Om
" a with Signatures of other
famous playwright s

2 Hairs Croft
medi eval hou"c
home of ShakespeliT'e':$ daughter,
: - Susanna. who married Dr lIall,
an emillPnL local dOCLor
'"', Placf'
house contains 16th- and 17th-
century medical equipment
etelght by Shakl'SI>l!are in 1597
e p:rlll anCflL Ic:-id('Ju:t: trum
11 till hr dicd in 1616
'"",,,,, ,h liall IShakespeare's
..... ught") Thoma, N.,I! .--- -L.:J""-'c,
StrHl ft.lrt l story
Ie Mar keti ng t he Past
2 Add commas if and where necessary to these sentences:
a The group t hat was due to visit the port thi s afternoon has
cancell ed the tri p.
b The port of Dover whi ch handles about 5 mi llion t ravellers
each year is the busiest passenger port in Britain.
c The huge outer harbour which was bui lt at the beginning of
the t wenti eth century is now used in summer by wi ndsurfers
and dinghies.
d The custodians who work on the gat e need more pat ience
and t act t han the others.
e Peter whose j ob it is to run workshops for school chi ldren
enjoys his work very much,
The building which stands on t he white cl iffs above the
t own is Dover Castle.
5 .. 1 Thr at rc
huHL in 1962
adjOining r iC' lUfl' gallery and
mu:-.cum willi paintings and C'oslUmcs
01' famous urli . l }; and aChlrs
(j Han'al'd 1I01lS('
home of John lIarv;l rd, who
later to USA
rOll ndeti l-l Jl'vard llniwrsiLy
'fil e Shakf' sp ...... r e,
founded in lH6-1 r---- - ,,--------,
comm{' morates 400lh
(Hllliwrsary 01
il study Crnl rt"
Iiol y (;hul'ch
Shakespeare"s hal)lism <lilt! burial IWortts
nile Of 15th-century \\,ood-f arving.,
Developing the Topic
o 1 Listen to some custodians talking about their work at
Dover Castle.
o 2 Listen again and decide if these statements are true
As you listen, match the pictures to the speakers.
(One picture does not match any of the speakers.)
or false:
a Visitors are never bad-tempered when they arrive.
b Admission is not expensive.
c The staff are trying to prove to British youth that it is
important to retain the past.
d The way a custodi an behaves is important.
e A scalomobi le is a type of wheelchair.
f At Dover Castle they sell good-quality souvenirs.
9 Staff are relieved when they have finished a tour.
Vocabulary 1
With which periods of history do you associate the words
in the box?
Write the words under the correct headings.
(You may use each word more than once.)
wireless galley cannon
toga fort artillery
radar chain mail archer
monastery centurion amphitheatre
knight castle cross-bow
Romans Middle Ages 20th Century
.... ........ .... ...
....... .. . ......
~ 2 Match the words to the correct parts of the picture of the castle.
spiral stai rcase
great hall
Writing 2
.... You work as a custodian at Dover Castle. Next week you are going to give a talk
about life in the castle during the Middle Ages to a group of school children.
Use the notes and pictures below to help you write what you will say to them.
ce Marketing the Past
bai ley
outer bailey
Learning to become a knight
high table Learning needlework
rushes Storing food against attack
Preparing for a siege
Dover Castle is t ryi ng to attract not just foreign but also British visitors, and to
encourage the general publ ic to be more aware of their heritage.
Read the article and answer these questions:
a What, according to t he writer, were Victorian museums like?
b In what ways have British museums changed?
c What are t he disadvantages of these changes?
Fossils Get into Showbiz
Roll up, Britain's museums are turning into theme parks!
e O\ve our great museums largely
to [hose much maligned people,
the Victorians. But their ideas are not
ours. "Teach boys and girls nothing but
Facts, Facts alone are wanted in life."
That was Gradgrind in Dickens's Hard
Times, and you can imagine something
of the same austere spirit pemleating
the Victorian museum: art, relics, facts
being presented in dusty cases, bereft of
context or passion, to be observed in
If museums had stayed li ke that, we
would not have 2,500 today. But
museum bosses reali sed that their
institutions had to shed their
forbidding image or die. However, a
Museums and Galleries Commi ssion
working party complained in 1992 that
the standards of di splay in many
museums were still appalling. And a
survey by the London museums to
find out why peopJe were not viSiting
them was call ed "Di ngy places with
different kinds of bi ts."
Other factors spurred change. In the
19805 the government forced a climate
of "self-help". Admission charges
were introduced; curators were
encouraged to take crash courses in
There were some spectacular
successes. Towns discovered they
could make a virtue out of industrial
decli ne by converting a disused mine,
factory or mill into a museum;
suddenly, they were tourist attractions.
Morwellham Quay - a former copper
mi ne in Devon that has been virtually
reincarnated as a Victorian viJI age, to
the edification of thousands of visitors
each week - is a classic success story.
Even more radical is the sea-change
in presentation. Museums have become
user-friendly. Competing for the same
"leisure pound" as the theme parks,
zoos and cinemas, they have gone into
showbiz. The new buzzword is
"interactive". For instance, if little Dean
wants to pretend to be a Roman soldier
stationed at Hadrian's Wall, he can,
Even the big institutions caught on.
Madame Tussaud's opened a 10
million "Spirit of London" ride that
whisks punters through Londou's
hi story. Simil arly the Tower of
London's attraction, the "Medieval
Palace", has experts dressed in
thirteenth-century garb, and thirteenth-
century replica quill s and chess sets to
help the punters get that Middle Ages
feeling. This is the theory anyway.
Then there is the "Spielberg factor":
museums cashing in on the media
event of the moment. Did you think it
was a happy coincidence that the
National Maritime Museum mounted
it s "Pirates ' " blockbuster at exactly
the time when Spielberg's Hook was
Plenty of museum people think that
commercialism and an obsession with
accessibility have been carried too far.
They claim that museums are
becoming degraded as centres of
research, conservation and scholarship.
The public cannot tell the difference
any longer, they claim, between the
dinosaur theme parks out to make a
quick buck by throwing together a few
plastic stegosaurus replicas in a field -
and the Natural History Museum,
which has the real thing.
Last month's J\1useum.t Journal
carried a causti c article by Peter
Jenkinson. the head of museums in
Wal sall , which summed up these fears:
"We appear to be moving away from
the ideal of access for all , to a new
environment where access is
dependent upon the ability to pay;
where the establishment of
programmes is based either on cynical
or snobbish assumptions about what
would be popul ar, or on the
sponsorship that might be available;
where subsidi sed museums that do not
attract large audiences are seen as an
unaffordable self-indulgence
Three-minute culture has come to
museums. "
(adapted from The Tilll es)
Vocabulary 2
1 A survey mentioned in the article Fossils get into showbiz
was called "Dingy places with different kinds of bits, "
What did the writers of the survey mean? Choose one
a Large places divided into sections,
b Dark, dirty places with badly organi sed collections,
c Romantic places with many surprising and interesting items.
2 Having read the article, which words in the box would you
associate with Victorian museums and which with modem-
day museums? Make two lists.
ltidDrian Museums
dingy realistic
dull silent
exciting sombre
free subsidised
interactive unfriendly
li vely uninteresting
musty user-friendly
real welcoming
Modern-day Museums
words give a negative impression and which a
Marketing the Past
Writing 3
Read this extract from an article about Kentwell Hall.
cntwcli Hall is
an EliZdbcthan
manor hou!lc
in Suffolk. Eyer), June
and Jul y t he hou$c and
farm arc run if the),
w{'re still in the
sixteenth century. The
"cast'" of about 700 is
chosen fr om about
2,000 applicants who
then have to Icam as much as they can about t.he
century and also Jearn a ll , a.\
wcavi ng. They dress in Eli:l'.ahcthan costUIll(!S, farm in
the Eliubcthan way. cook Elizabethan fond, .'i ing
Elizabethan songs. Thc} tr), to recreate the past a.s
authentically as possible. Howcxcr they do not portray
starving. beggars <lnd they do take
Tickl!ts cost L9. 00 for' adults .mcl L6.00 for
A family ticket ('osts 30.00.
You work in the marketi ng department of Kentwell Hall. The
marketing manager has asked you to wri te a half-page
advertisement to appear in the national daily papers.
Write the advertisement.
Sound and spelling
Some words are pronounced in the same way even though
they are spelt differentl y.
For instance: their and there, to and two.
Listen to the tape and tick the word you hear.
You may need a dictionary.
a cereal serial b aisle I' ll
c eight ate d coarse course
e crews cruise f fare fair
principal principle h steak stake
2 Some words are pronounced in different ways even though
they are spelt t he same.
Read these pai rs of sentences and underline the stress in
each of the italicised words.
a We need to import all our fruit and vegetables at this time
of t he year.
b The imports were delivered to the warehouse on time.
c Most of our business cl ients are members of the frequent-
fl yer programme.
d it is inadvisable to frequent that area of town after dark.
e The fli ght to Capetown fli es over t he Sahara desert.
"Don't desert me!" she cried, as the taxi sped away.
9 "Please transfer my account to your New York branch."
h The transfer was made by phone.
listen to the tape and check your answers.
Practise saying the sentences.
Language Focus
Possibility and certainty
Complete these sentences using the words in the box:
will won't must can't might could should
a We . ........ have full occupancy on 15th June.
b The conference organiser promised to ring us around 1. p.m.
this afternoon. That ....... be him now. 0,
c Where's Pierre? He .. have returned from the station
he left at t hree! C9 G
by now! It's only a fi ve-minute walk and ~
, I
d I'm afraid that Mr Dupres, the manager,
.... be back on duty t ill 8 p.m.
e The delegates onl y left an hour ago. I
suppose they ... have arrived by now.
The delegates only left an hour ago. Surely,
they ....... ....... have arrived by now.
9 If the weather holds, they ...... ... .. deci de to
host the presentation on the terrace. It all
depends on which general manager is on duty.
. "'
' ~ J An.
Traia l!JIj 14.00
Dep. Afr.
" ~
h The guest speaker .. ...... ....... bring his wife
to the conference.
~ ~ A ~
We ............. break even by the end of the year. 'llz""
The hotel ............. re-open till the New Year.
"$I 2 Rewrite these sentences using the words in brackets.
a The price of business hotel accommodati on is sure to rise. (defi nitely)
b I doubt if they will hold the convention in Alaska. (l ikelihood)
c It's a safe bet they' ll ask f or a gala dinner on the last night (probabi li ty)
d The chances are the businesswomen wi ll require rooms near to the lifts. (certain)
e There's little likel ihood of finding a guest speaker at such short notice. (hardly)
f It is impossible to provide a full table d' h6te dinner at that price. (no way)
9 If we' re lucky we' ll make a profit on our catering this week. (possible)
h I' m sure there' ll be 300 delegates at the convention. (bound)
Writing 1
You work in the sales department of The Grande Canyon Hotel, a new business
hotel in Zurich.
The Grande Canyon Hotel
set in landscaped grounds on the outskirts of Zurich
There /lre eight conferenct'! rooms, ranging in size from the lSelcC' t Simoll Room.
whi ch holds thirty delegates, 10 the Grand Hal/room, h'hich 200. All our
conference room::; are fully ("quipped.
All our 200 private rooms are df'luxe dQubles.
IJQuble rQQnu 330 SwF
SuilCJ 550 SwF
24-hQllr mlljerellee rale dinne-r. double room (single occupancy),
breakfast, mid-moming IUllch, tt"a, room hire. equip)l!(!Ilt: 550 SwF
24-llQur C()l!ference rale in junior Juile 750 SwF
nar delegate rate 250 SwF
We are 25 kill from Zurich International AirpMt. There are gooJ frum Zurich
10 all the major in Lurope. Til t' hOlel fi\' e mi nutes from the mo\orway
00 want to encourage local business as well as international
:nmpanies to use your hotel.
Write a template- promotional letter (one that may be sent out using mail
merge") offering conference facilities to large and small companies .
.. :.emplate letter: :t standard lener which may be used to give general information and which can
sent out to different people with minor amendments made. Gaps may be left for recipients'
:md and [he lener can be used wit h a mail merge fac ility .
:nlil merge: a word processing facil it y whereby a standard letter can be pri ntetl many rimes
different names and addresses (for example from a mailing l ist)
Gil Business Travel
Developing the Topic
Conferences and meetings
Where are these people goi ng?
Match the sentences with the words in the box.
1 lecture 2 congress 3 workshop
4 trade fair 5 board meeting
a A group of hoteliers who want to listen to a formal talk on
management techniques from a specialist speaker. D
b Travel agents going to see promotions from tour operators
and tourist boards in order to find new packages and
venues for their cl ients.
c An international group of tour operators meeting to discuss
global problems. 0
d Hotel staff needing practical know-how to improve their
work techniques. 0
e The directors of a company going to their monthly decision-
making meeting. D
2 Use the words in the box to complete the gaps in this
brochure extract:
The Regent Confereo(t' Cf-nnc can accommodate 700 (a) ...
The main (b) .. . ha(' for )00, although it can be
divided ioto smaller by using specially designed (c)
part itions. There is a lOO-seat lecture theatce, which has excel/ent
(d). . .. It can be li nked via (e) .. televisions to the f e ll
(f) . .. rooms (idtal for smaller meetings), all of which h,we
high-quality (g) .. . .. equipment. Finally, there is an (h) .
lull to display advertising material, products, plans and modds.
o Fiona Stanton works as a travel consultant for a conference
venue agency. She is giving a talk to a group of company
secretaries on choosing a conference venue. Here she is
outli ning some of the major considerations they should take
into account.
As you listen to Fiona Stanton, complete her checklist.
Number of .. .. ... .. .
2 Type of conference
3 ..... . ... of stay
4 .. . .. .... ofyear
5 Transport requirements:
air connections
rail connections
road connections:
6 ......................
7 The conference
room layout

Room t ype


board meeting
.......... facilities
... rooms
8 Refreshments in/outside
9 ........... .. reqUirements
private dining
public restaurant buffet service
formal dinner

10 Accommodation

11 ............................. . Sightseeing
pub visit
Writing 2
You work as an incentive travel consultant for a large
international company.
Using Fiona Stanton's checklist from Listening, write a set
of instructions for a new trainee.
Women Business Travellers
Unfortunately, not all business travellers are satisfied with the services t hey receive.
Read the articl e (below and overleaf) about women business travell ers.
Sentences A-E have been removed from the text. Match them to the correct boxes.
A Yet while SCCU!' ity is considered
importam by women business
t.ravellers. few actually appear
to be so concerned as to do
anylhi ng about it.
B Vanessa CottO!!. another frequent. bUsiness
who is managing director of the Event
OrganiRalion conference company, says the
secreL is to take (;on! rol. especially when
entertaining business
C9 Busi ness Travel
C Probably Ihe biggest irritation
women executives nnd when
t.r<lVcIHng on busi ness is the
hOlel restaurant..
D The Forte Cresl, chain has
[or some years adopted "
high-profile approach. with a
proportion or hotel's
rooms fitted oub as Lady
Cresl rooms.
E Every time business traveller Piona Driscoll in
a hotel from now on, she will have Ihe opportunity 1.0
get her own back for any lapses of service and.
especially. any bias against her as a woman guest,
as she is one of the first to sign up tor a new scheme
aimed at giving a dea I ror women bUSiness
Box 1
Woman Aware has been launched by hotel
rescl'vations agency EXIJott:1 to find out
which are t.he best and worst hotels for
women travellers. Expot.('.1 claims thaI,
women cxceu(.i ves already account for
some 35 pCI' cent. of all business travellcrs,
and believes thaL by the Wrn o[ the century
t.hi s [igurc will rise to about 50 per cent.. In
America, some estimates suggcst that this
level has al ready been reached. Hriti sh
airlines. howevcr. put the figure much
lower - about one in every fi vc busincss-
class passengers is a woman traveller.
tile)' repol't,
The Woman Aware scheme - which
involves filling out an appraisal form of each
hOlei - grew OOL of a ::iUl'W)' of GOO frequent
women tr'avellers. aiming lo discover how
t,hey felL they wer'e 1.1'eatecl in hotels. It
concluded that about three-quarter wOI'e
u'nhappy with the security tlwar'p,ness of
hOLCI stuff, Hnd, in p<.u'Ucul,rr, thouglllillore
could be (lone w conceal r'Oom numbers
when checking in. About 57 per cen t
Iweferred to have room servi ce del ivered by
a woman, especially late at.
I Box 2 I
A recent Hyatt International hotels Sli Ney
of about 300 women bu:::; iness guest.s found
that few requested a room near a lift or
enquired whether the rooms had a chain or
spyhole. None saw t.he ne.ed for women-
only parki ng ar'cas, and few apparently
noticed if their 1'00111 key had the !l umber
on it..
Hotels. in facL. have a ra t.her
ambivalent aLUi.ude t.owards women
executives and how they should be treated.
Some, such as the Hilton Na tional and
Sheraton chains, believe thel'c is 11 0 need
for positi ve di scri mination in favour' of
women other Lhan ensuring lhat starr arc
t.rained 1.0 lake securit.y pr'ccaul.ions. Their
policy is to [reaL all guests - men and
women - the same: lO do otherwise. they
argue, would be patronising. "The key
issue is security rather I.han pink frills and
gimmicks.- Hilton.
These typically have an iron and ironing
board, spy hole and deadlock on the door,
special clot.hes hangrl'S, women's
and a basket, of fresh fruiL.
Decor is lighter than that foun(1 in a
slandanlroom. iVlcn arc not excluded from
booking roorns Wid. in facL oft.en
r'equesL them because of their addU ional
faciliti es and lightel' Bt.lnosphet'e.
lIoliday Inn is somewhere between Um
twO extremes: it rl oe.s lJot have special
room facilities ror women. bul has
developed its Ten Absol ute Standards
aimed at making women more wclcomc.
These include always offcring assistance
with luggage, serving \vomen promptl)1 in
bars and restaurants. providing a choice of
I.Hbles, and offering a choicc of room
Box 4
A survey hy Ramada hot els found that
about. no !JOI' cenL of :;olu womrll travelters
pl'cft.:J' to calt room service I'ather I.han Gat.
alone in a reSt.auranl .. Hyatt acknowledges
t.hi s hy trying to jll'ovide more imaginat.ivc
and lighler meal s on its room service
menus. "We also rccogni se lhc need for
two tablcs in the room - one ror eating and
one for working. as husinesswomen spend
mope time in the says John Wallis.
HyatL's vice-president. for markellng.
However, 1I0t all womr.n nnd
restauranloS inJimidaJing. Pamela Carvell.
a form .. ' direclor of Ihe Peri QuiW
group and now a hotel Gonsulrant. says
that. "thc more experienced you are wilh
Slayi ng in hotels. I.he easier it brcomes
knowi ng how 10 deal wi l.h hOlel
restauranl.s". She says Lhal gradually she
has learned to spend more time ealjng in
hotel restaurants rather than in her rOOlll .
I Box 5 I
"I plan my campaign in advance,H she says.
"I get. to the rest,aul'anL early to check out
the table and seL up fI klb from the !Jar and
makn sure lhe maitre d' and staff know
t.hal l am host and not. hostess. Then I
make sure I'm sitting cornforl.ably. wit.h a
dl'ink, before my guests arri ve.-
Some hotcls have tried introduci ng Ihe
American concept of a "captain's
where single women {:: uest.s (and men, too)
(line lDgelhcr, allhough there seems little
enthusiasm ror thiS. Similarly. women-only
hotel s in London aimed at lhe woman
business I r'm'ellel' tlHve failed 10 make
Par t or the prohlcm women executives
find in hotels may he owing 1,0 the
relatively few women geneml managers.
(adapted [I'om The Sunda'y 11m"s)
2 Answer these questions about the article:
a Who are dissatisfied?
b What are their main concerns?
c How do the different hotel chains respond to them?
d What aspect of hotel hospitality do they find most annoying?
e How does Vanessa Cotton cope with entertaining male guests?
What new ventures have proved unpopular?
3 Choose a title for the article from the box:
Rooms for Improvement
Travelling Alone
Problems in Hotels
Review 3
Units 11-15
Language Review
11 Hotel Facilities
at the grid, then fill in the correct headings for each column.
uSing the words from the box below.
two beautiful large
young f air
hand-made pots
red Venetian leather shoes
size material
origiirn' <shh.apn,e_
compound colour
2 Decide if these sentences are correct or incorrect. Correct the sentences that are' wrong
a The two shopping colourful baskets were hangi ng outside the craft small sh .
b The dynamic young walked into the ensuite luxurious
many rare tropical plants on t heir long arduous hike t hrough the jungle
The ortuguese attractive maid brought three crystal large fruit bowls into the room .
e ere was a French large Impressionist pai nting in the executive new suite. .
12 Selecting Locations
Complete the gaps in this extract using suitable words.
here are many advantages to staging an
event such as year's cultural capital
Europe exhibition in Copenhagen.
................. it is a relatively small city, so
many of the cultural events will take
within a striking distance of the
a>dbuspladsen (town hall square), noW a
p:destrianised area.
b) ....... ............... ........................ in
Dmmark, bus and train services are efficient
_ clean. (c) ........... .......... .. ... ................ ..
Copenhagen card, which is very
1E2SOnably priced. give.s unlimited travel
ghout the city and a large area around
...... ...... ... ........ permitting access to
-=tt than sixty sights and museums.
Ie) ....................... ...... .
.openhagen is a pretty city with an
ata:odance of eighteenth-century buildings,
canals and the occasional cobbled street.
Among the highlights are the A.mclienborg
palace; the imposing Christianborg comple.x
and the seventeenth-century sailor's church,
the Holmens Kirche.
(I) ........ ...... .......... ................. not all
Copenhagen is steeped in history. Half an
hour fTom the centre of the town by train
and bus the view swi ngs into the twentieth
century. Beside the sea on reclaimed land is
the new 19 million museum of modem art.
Nearby. culture is permeating the
unlikeliest places. (g) ........ .. .. ............. at the
harbour ninety-six containers from ninety-
six countries, linked by walkways and stairs,
are being turned into an unusual venue for a
huge international contemporary art show.
(h) .... ...... .. .............. if you have children
who do not fancy going around exhibitions
you will be able to leave them with carers in
an area equipped with, crayons,
paper, a dining room, and a just-for-fun
upside-down room where furniture is fixed
onto the ceiling.
One thing you will notice as you visit the
museums and galleries is the high quality of
food, drink and se-rvice. a reflection of
standards generally in Denmark. They are
expensive. (i) .................... .... two cups of
coffee and two cakes in cafeterias usually
cost the equivalent of 5-6.
lj) ............ .. ............ they are even more
expensive in the domed conservatory of the
Ny Carlsberg Glyptotek. one of
Copenhagen's most famous art galleries.
(adapted from The Sunday Times)
13 Things to Do
Fill in the blanks in these sentences. Use more than one word
if you need to. There may be more than one possible answer.
a You are allowed to work as a foreign nati onal on the
.......... ..... .. ..... . that you have a green card.
b .. .. .. ........ you arrive after 8 p.m., you will need to ring the
hotel bell for assistance.
c .... you have a valid visa and the stipulated
vaccinations, you won't be allowed entry.
d If you want to get around London cheapl y, you
.. .. ... .. .. . buy a travelcard.
e If I'd known you knew the manager, I .................... you to
introduce me.
As long as you book the table before you go, there
........ a problem.
9 Entrance to the museum is free, ..... ......... that you have a
student card.
h I wouldn't have gone to the station at 5 p.m.,
..... ............. ....... that the train wasn't arriving till 8 p.m.
i We won't hold the room after 6 p.m., ... . .. you let us
know that you will be delayed.
If I ........................ my own private plane, I .
my weekends flying around the world.
14 Marketing the Past
Add the information in brackets to these sentences, making
one sentence with a relative clause:
a The Pergamon museum is in Berlin. (The museum was
completed in 1930.)
b Athena was the goddess of war. (Her father was Zeus.)
c Visitors to London can spend a day in the Tate Gallery. (The
Tate Gall ery contains exhi bitions of modern art.)
d The British Museum houses the Rosetta Stone. (The British
Museum was completed in 1843 .)
e The guide gave the porter a generous tip. (The porter was a
student doing a holiday job.)
2 Use these notes to write one sentence each time,
a The state of Goa/be/in western India/be/formerly a
Portuguese colony.
b Napoleon Bonaparte/born in 1769/educate in Paris at the
expense of Louis XVI.
c Elizabeth I/be the second daughter of Henry VIII /become
Queen of England in 1558.
d Hampton Court/build si xteenth century by Cardinal
Wolsey/give to King Henry Vl lilas a present.
e Rome/said to be/build by Romulus and Remus/be on
banks/River Tiber.
15 Business Travel
For each of the sentences below, write two more sentences
which both keep the original meaning. Use the words
given in capitals in each sentence. The first one has been
done for you .
a In all probability, most hotels will soon have installed irons in
their rooms.
SAFE. It'5 a 5afe bet that m05t hotel5 wi ll 500n have
installed irons in their rooms.
LI KELIHOOD. ellery likelihood that moe:.t wi ll
e:.oon have ine:.t.alled irone:. in their roome:..
b There's no way they'll allow him to travel without a ticket.
c It's just possible we may be able to arrange the meeting for
d The chances are that the maitre d'h6tel wi ll hand the
woman the bill.
e I doubt they'll want the large conference room with only six
The plane must have landed by now.
Shade in your score:
Well done!
Well tried!
A good attempt.
but check your mistakes.
Some revision needed.
Talk to your teacher.
See your teacher now!
1 Types of Holiday
Listening 1
Interviewer: You said that many Romans take more
than one holiday a year. Does that mean that you
are always busy?
Te: Well, not really. Romans consider certain times
of the year to be time for hol idays and leisure, and
others for work.
Interviewer: So when do they take their holidays?
Te: Of course, August is the traditional holiday
period when most Italian firms dose. Then there's
the New Year and Easter when a lot of Italians take
.c..n extra holiday.
Interviewer: And where do they go?
Te: It depends on the time of year. You see, in
August they are likely to have two t o three weeks so
they go to the States. or South America or Sardinia
Interviewer: And are these sight seeing, cultural or
2:ctivity holidays?
Te; No, They are mainly beach holidays, We Italians
e the sun, and by August we are also tired after a
bng year so we need a relaxi ng holiday, doing very
ittIe, so we tend to go the seaside, Of course when
?fople go to the States, to Florida or to Mexico, they
:nay decide to go on an excursion or t wo while they
are there, but basically they go to relax,
intelViewer: And at other times of the year?
TC: At Christmas and the New Year people either go
:0 the beach again or they go skiing. If they go
'ing, they are likely to go somewhere in Ital y: to
::-Ie Alps or the Dolomites, But if they go t o the
:reach they' ll go t o the Maldives, the Seychelles or
T.e Caribbean,
telViewer: ! always thought many Italians went to
;:DOdon, When do they go there?
TC: They go on cultural or touring holidays at Easter
=.,-1 they may t ake weekend city breaks throughout
:h? year. Paris, London and Madrid are very popular
Interviewer: It sounds as if Italians are always on
iC: No, not really, but we do like to t ake several
5'-ort holidays in the year with one long one in
.! _gust. Right now very few people wi ll take a
-o6day. In fact , at present , our only enquiries are for
-':lleymoons, trips to Thailand, Australia and the
listening 2
So where do you send your cli ents?
-e: Well, t hose who go abroad go to the States;
::-.2.t's the most popular destination, or to the Orient,
= ',\exico and then to Europe, in that order. Paris is
::-=, most popular European destination . It accounts
2hout 60 per cent of European holidays, and then
=--:-es Great Britain and after that Prague.
..ervieyter: Prague! Yes, it is becoming a very
destination throughout Europe
- C: But that is because it is so very beaut i ful.
--cie'Jer, at this time of the year, the only bookings
taking is for honeymoon travel: to America
.:.-c the Far East
J;Z:!!rVi ewer: Where in particul ar in the Far East?
-::: To Thailand, Singapore, Bali and India mainly,
we are getting quite a few for Sri Lanka and
'.\zkfives. and some want to go to China or Hong
.=esvi ewer: And what do they do when they go so
C' Do they go for sightseeing?
Some sightseeing, yes, but also the beach. Until
the holiday maker was content with just
-=c-.mng two weeks on the beach, but this is no
_ .'Y so. Now they want not only the sea, but to
5Offiething, to appreciate the culture, the art and
to learn something about the way of
-n.2.t 's why the Orient is so popular because you
"ave a beach holiday and link it with an
or a tour of the area. So it is very usual for
JIe':7: E to have a seven-day tour followed by a
What do you consider to be the most
-c;c that Sicilians now go to?
TC: Mexico without a doubt. You can find
everything there: arls, colours, good people, good
pl aces to have sun and very good food.
Interviewer: For how long has Mexico been popular?
TC: For a long time. I' ve worked here for nine years
now and it has always been popul ar. However, over
the last three years the demand has been growing
quite steadily.
2 A Career in Tourism
Listening 1
Kitty: I know you are all st udying tourism - do you
know what you want to do yet?
Marina: I studied tourism at coll ege in It aly and I'd
like to work in some area of tourism, but at the
moment I'm still not quite sure which.
Antoni o: We all are interested in tourism, but don't
know in which field we should look or how we
should go about getti ng a job. How did you start,
Kitty: Well , I started by doing three years at college,
traini ng to be a hot el manager. While there, I
worked part-time in a restaurant as a waitress and I
also did reception work. When I left college I was
very lucky because I' was able to get a job as a
restaurant manager, i n a small hotel, so J started
fairly high up.
Marina: Is that what you did, Justine?
Justine: No. You see, whereas Kitty did her three
years' training at college, what I did to get into
hotels was I started off as a part -time waitress in a
hotel, whi le I was going to high school. What you
need to do is show the initi ati ve, show the
enthusiasm, that you're interest ed in making hotels
your career - and in that way I went from waitress to
assistant restaurant manager to restaurant manager,
and then across to conferences, and I've finally
landed in sales now, in this hotel. So, as long as
you're showing initiative and are willing to learn,
then you can get a long way in hotels. And I think
we've got a long way to go, Kitty There's plenty of
room for us to go up.
Kitty: That's right.
3 Trends in Tourism
Igor: The situation changed dramatically after
November 1989 w hich we called the Velvet
Revolution. Before then, in communist times, you
had the right by law to travel abroad. It was limited,
not politically but financially. You had the right to
apply once in three years for hard currency. And
once you received it you could apply for a visa to
travel out of the Czech Republic. In theory everyone
could travel abroad once in every three years. but in
practice this was not the case for SO or 90 per cent
of the population. It was impossible for the majority.
And then as soon as t he barbed wir e came
down , here the situation was very similar to
Germany when the Berlin Wal l came down. We
were free t o travel. We no longer needed a visa.
Everyone had to go abroad just to prove that it was
true. So there were queues on the frontier. Everyone
went out of the country in the morning and came
back in the evening just to convince himself that he
could. It was a great sense of freedom.
And then people began t o want to travel out for
more than one day. Of course there had been travel
agencies before the revolution . But there had only
been two: the state travel agency and the
cooperative travel agency. Both had been state
owned and so the employees had been state
apPOi nt ees. All trips had been arranged as group
travel. so you had to stay with your tour leader. Now
all this changed. At the present time we have 3,000
trave l agencies. We have swung to the other
extreme. I think that market forces wil l reduce this
number quite quickly. But Czechs love t o travel and
as the economy improves, so more are able to do so.
But again it's a matter of economics and market
forces. If I travel with my rai l card to Paris it wil l cost
me two or three times more than if j go in a group
by coach. So most of the trips are coach trips. People
go to Paris by coach, stay a couple of nights in a
smal l budget hotel and then return overnight. This is
the cheapest way of travel l ing at the moment,
especial ly when you real ise that hotels wi ll give us 50
per cent reductions on the rack rate if we send
Now if we consider t he other side of the coin.
You see, just as we wanted to travel abroad and see
the rest of Europe, so they now want to see what we
have to offer, Of course, f oreigners could always
visit Prague, but with the cold war and the iron
curtain people weren't that interested. Now they are
eager to see what they have been missing, and of
cour se Pr ague is a beaut i fu l city. We have
monuments and buildings of almost every European
period . Although the communists did li ttl e to
maintain the old, they did nothing to destroy it. At
f ir st we had a problem wit h the amount of
accommodation. We had one or two hotels and
quite a lot of workers' and st udent accommodation.
And so we adapted and refurbished the workers'
accommodation as fast as we could for these new
tourists. Many international chains built new top
class hotels and very quickly we have achieved
enough accommodation to house the numbers who
want to come. In the peak seasons - on a few
weekends - we are short, it is true, but most of the
time we have sufficient capacity.
4 Where People Go
Listening 1
Official: It's not always a case of who comes in large
numbers as how much they spend . The biggest
spenders are sti ll the Americans with 1,486 million.
Student: I suppose that the Japanese come a dose
Official: No, not at all, in fact they're way down at
number 7.
Student: So where do the big spenders come from?
Official: Europe. Germany is at number 2 wi th 635
million, with Ireland at number 3 with 424 million
and France at 4 and Italy at 5 close on thei r heels.
Student: So Britain is still popular with Europeans?
Official: Yes, of course
Student: And how much do the Japanese spend?
Official: A mere 288 mi llion, coming well below the
Austral ians at number 6 with 344 mill ion and just
above the Spanish at number 8 with 286. You see .
a The box office is open daily from Monday to
Saturday from 10 a.m. to 10 p.m. The telephone
number is 0171 304 4000
b Hampton Court had 543, 061 visitors this year,
which is a decrease of 6 per cent on last year.
c There are 2.335 Deut schmarks to the pound
d Twenty-fi ve pounds times 2.335 Deutschmarks is
58.375 less 2 per cent commission.
2 per cent of 58.375 is 1.167 Deutschmarks.
58.375 minus 1.167 equals 57.208 Deutschmarks.
Listening 2
Interviewer: Where do most of your tourists come
Signor Pacini : Well, a high percentage are Italians,
and then other Europeans in the main. And now we
are getting a steady stream of tourists from the
States, and from Japan.
Interviewer: And what do they do when they come?
Signor Paci ni: The Italians mostly want to be able to
enjoy the sun and the sea. Though of course, there
are many other reasons why Sicily is so popular both
with Italians and foreigners
Interviewer: Such as?
Signor Paci ni : There's the fad that we have here
examples of almost ellery period of Mediterranean
culture, from the Greek period right t hrough to the
present day, which puts Sicily firmly on the map of
the cultural and archaeological itinerar ies. Then
there's the geography and geology, the terrain and
the fl owers and wild life.
Interviewer: What, in particular?
Signor Pacini: Well, for example, there's Etna with its
still active volcano surrounded of course by its own
national park. But we have such a diversity of
geological formations and also of climatic changes
that each area is entirely different. It's an amazingly
beautiful and varied landscape for the ecotourist.
Interviewer: Mm. Er. .. and so they come for a wide
variety of reasons. But are t heir demands the same
as, say. t hey were five years ago?
Signor Paci ni: To a certain degree. yes. They want to
enjoy our cultural heritage, to enjoy our cuisine, to
appreciate the countryside, to spend some time on
our glorious beaches, though they are now far more
activity conscious and more interested in \lisiting
areas that are not established But
they also want better services. In particular they
demand, and quite rightly so, better
accommodation, And we feel that all this is \lery
important. We are now part of a European
Community project to look at ways of de\leloping
and promoting sustainable tourism in the south of
Italy. In this project we will be de\lcloping criteria to
rate hotels uniformly, looking at the transport
infrastructure, considering the main tourism cultural
itineraries, and looking at the protected areas so we
can produce strategies to develop their potential. to
promote them intemationally and to maintain our
regional, cultural way of life. We need tourism. It is
our chief employer - but it must be sustainable.
5 Travel Agents
Listening 1
Carl a: Good afternoon. Skyways Holidays. Carla
speaking. How can I help you?
Mrs Pinotti: I'd like to book a hotel in Frascati for
myself and my husband for a few days.
Carl a: Do you know when you'd like to go?
Mrs Pinotti : Yes. During the wine-making season, in
October. Er ... just for three nights, the 18th to the
20th October.
Carla: Can you tell me the type of hotel you require?
Mrs Pinotti: Yes, A good comfortable hotel with
pri vate facilities.
Carla: So you'd like a double r oom with en-suite
bath or shower?
Mrs Pinotti : A double with a shower.
Carla: We ha\le two in the brochure. The Belvedere
in the centre and the Toscana on the outskirts.
Which would you prefer?
Mrs Pinotti: The one in the centre.
Carla: So, the Belvedere costs IL 100.000 a night for
a double room with shower. Is that alright?
Mrs Pinotti: Yes, fine. Can you book that one for me
Carla: Certainly. And how will you be paying?
Mrs Pinotti : By American E)(press.
Carla: Right And will you reqUire transport?
Mrs Pinotti: No. thank you. We'lI be driving .
Listening 2
Sales executi ve: All sales are made through the sales
conversation. Now this is different from an ordinary
social conversation because it has an objective. an
aim, which is to sell the product. and so must follow a
set patter n which always includes the same four
elements in this order. These are rapport, questioning,
presentation and commitment
Rapport is the relationship which is built up with
the customers. They must feel at ease in the sales
environment and confident that the enquiry will be
dealt with properly and in an appropriate manner. Of
course, rapport must be maintained throughout your
dealings with the customers, right through the sale
and into any subsequent dealings. However, it must
be established before questioni ng can take place.
Why do we need to questi on the client? We
need to establish the client's needs. We cannot sell a
holiday if we do not know what t ype of holiday they
want. Sometimes a client will volunteer this
information themselves, especial ly when they have
already made their choice, have chosen the product
they wish to purchase. But in a real sale your first
task is t o find out e)(actly what they are looking for
and the best way to do this is to question effectively.
Before we go on to presentation. let us consider
what good or effective questioning skills are. There are
two types of questions: open and closed questions. The
closed question is the one that invites a no or yes
response. An open question is one that cannot be
answered with no or yes. For instance: "Do you want a
single room?" is a closed question. whereas
kind of room would you liker is an open question.
There are times when you will need to use closed
questions, espeCially when you are checking
infonnation, but in the beginning you will find open
questions much more effective. It forces the respondent
to give more information, to e)(plain more fully what
they require. In this way you are able to elicit what they
really want to buy. An open question always begins
with one of the seven W words - so-called because
they all contain the letter W; when, where, who, how,
which, what and why.
So what do you need to know in order to be able
to sell your product? Well, you need to be able to
establish what their material and human needs are.
You'll di sco\ler the material needs by asking such
questions as "Who wil l be travelling?". long
for?". "When do you want to go?" Human needs
are catered for with "what" questions: "What sort
of holiday do you want?", are your
hobbies?" Human needs as well as material needs
must be part of your investigat ion before you
suggest a hOliday. Otherwise you will not have the
whole picture and will not be able to make a sensible
You must also establish t he client's priorities.
Everyone considers one part of their travel
requirement to be the most important. These fall into
four main types. People and their requi rements: for
instance. er .... if it's a family travelling, perhaps they
require interconnecting rooms. Then there's place,
the destination may be of paramount importance.
Thirdly, there's the price. For some clients this
governs their choice of destination and date. And
lastly there's the period. Most people are restricted in
some way in the dates when they can travel.
Concerning price: of course it is often difficult to
talk about money. But everyone tries to keep within
a budget and wants to feel that they are getting
value for money. It's unwise to guess from a
person's appearance their financial standing, So
what should you ask? Questions such as "What type
of accommodation are you looking for?" and "What
price range do you have in mind?"
You will not need to ask the question "why"
unless you feel that it is necessary to persuade the
client to change their views as to the suitability of a
resort or holiday.
6 Tour Operators
Listening 1
Marianne: Can we begin by talking a little about the
market in general? Can you explain what is really
Mi ke: Yes, of cou rse. There's been a l ot of
speculation this season and that's because the British
publ ic's holiday-buying patterns have changed.
They're more sophisticated in their choices, they
make them later and later. So tour operators have to
decide whether to stick to their brochure prices or to
Mari anne: So what are they doing this year? In May
we heard that there was likely to be a price war and
that we should wait before buying our hOlidays as
prices would plummet. However, this doesn't seem
to have happened yet and we are already into July.
Mi ke: True. In May and June there were a couple of
weeks of highly selecti\le discounting to try to boost
sales at a time when there was talk that about 3
million package holidays were going to be sold off at
half price. At the time, the early indications showed
there was unlikely to be the 5 per cent capacity
growth predicted at the beginni ng of the year. But
now. there are some who privately admit that sales
may well be 2 per cent below last year's 9.5 million
figure. However in the main, the operators are
refUSing to panic and are hoping t hat heavy
discounting won't be necessary.
Now that we're into July it' s easier to see how
Sdles will fare. You see it's more or less agreed that
an estimated 2.2 million package holidays remain
unsold for the remainder of the season. Almost all of
them will be sold, but operators may ha\le to
squeeze margins to cut prices wel l below the
brochure rates. How far depends on how keen we
Britons are to part with our money. An estimated ..
er ... 35 per cent of famil ies now buy package
holidays and since the price wars of ten years ago
many fami lies ha\lc become used to late booking.
So the operators ha\le a choice between sitting
tight, discounting or reducing capacity. The last is
difficult at this late stage so I do think we will see
some discounting, but none of the operators want to
get into cutting prices down to Silly rat es. TheY're
also reluctant to admit that there are still a lot of
holidays for sale. because that would encourage the
public to hang on as long as possible.
Mari anne: Then we should wait as long as possible
before buying our foreign holidays. What about
holding on to our shares?
Mike: Weil l wouldn't sell at the present, nor would I
buy. I'd wait and see. Before we talk about the stock
market let me outline some longer term
First, you must remember that last year the City
considered the early launch of brochures a mistake.
as it meant that travel agents were trying to sell thi s
year's holidays to people who hadn't yet taken last's.
Secondly, the industry is also worried that
overseas hoteliers may push up next year's prices. At
present, the cost of accommodation is rising at three
times the level of our inflation. Soon the industry is
going to be forced to pass on this increase to the
So. it would appear that now the first priority is
going to be cost and not service; that the market
leaders next year will be those who can produce the
cheapest holidays.
Marianne: And who is this likely to be?
Mike: Well. as I said, I' d hold on for the moment.
We must take into account that about 70 per cent of
this market belongs to the three big operators. If we
look at how their shares are faring at the moment on
the open market.
7 Promoting a Destination
Bill Morri son: The British, you see. regard Ireland
almost as their backyard, but on the other hand as a
foreign country. For them we are neither an
international nor a domestic destination.
Geographically, we are \lery close so irs only a short
hop to get here. And, as a result, the British often
come for weekend breaks or e\len for the day. We
also share a common language, and culture and
history. People know the system, they feel confident.
so if they come for longer periods of time, they are
more likely to choose self-catering holidays or take a
self-drive trip. For the most part they are independent
travellers. Many come so they can enjoy or follow
their favourite hobby. Angling and golfing holidays
are very popular, with the number of golfing holidays
growing. You know we have some of the finest
greens in Europe and they are relatively cheap
compared to other places. Cycling is also growing in
popularity. It s now considered a very healthy
occupation. and of course it's become very upmarket.
Then again, Ireland is becoming a popular destination
for the office outing. Pre\liously companies would take
a day trip to the seaside, now they take a weekend
break. more and more often to Ireland
Interviewer: And the Germans?
Bill Morrison: They have a very different impression
of Ireland. Irs a misty, romantic isle on the edge of
the world. They come to find a way of life that they
believe no longer e)(ists in Germany: the quiet,
peaceful village life of 100 years ago or more.
So they come mainly to the West Coast, to the
unspoilt landscape. They want to see the way of life, to
meet the people. They'lI come on coach tours. but
unlike the British. who'll take a tour only to appredate
the scenery, they'll come on a study tour, an
archaeological tour, an Irish music tour. so that they can
learn about the life, the history, while they see the
countryside. Even though there are many direct flights
from Germany, they tend to come for an average of ten
days - transport costs being the major reason. like the
British, they come for outdoor pursuits: walking, cycling
and cruising. Cruising on inland waterways is very
popular. And alxwe all, they enjoy discovering the small
villages. the village life around the pub with Irish music,
Intel'lliewer: And are they independent travellers or
do they come with a group?
Bill Morrison: The German travel trade is far more
structured than the British. You'll find that even
those who come si ngly, as a famil y group, have
prepaid and prearranged almost everything at home
in the travel agents' before they left. Many arc on -
let's cal! it a tailored holiday package
Interviewer: And so how do you market Ireland?
Bill Morrison: Both in Britain and Germany target
the t op end of the market. The majori ty of Germans
who come are English speakers. This tends to mean
that they belong to the professional classes: A, Band
C1 categories. So all our media publicity is aimed at
them. We advertise in those journals and specialist
magazines that they are likely to read. We promote
Irish holidays at those travel fairs where we feel there
is an interest, where we want to develop that
interest. So we'll have a stand at the Munich CBR,
that's the caravan and boat consumer market, the
Hamburg holiday fair, Cologne's coach operators'
fair and Dusseldorf' s boat show for instance, but we
won't be represented at the Equestrian fair in
Hamburg i n April. though we will be at the
Badminton Horse Trials as there is a British market
for horse-riding holidays in Ireland. And of course in
England and Scotland we have a stand and promote
golfing holidays at the major golfing tournaments.
We go to the angling and game fairs as well as
attending the major trade fai rs such as the World
Travel Market fair in London in November. This year
there'll be seven travel programme seriC5 on British
television, and we'll be featured in every one. But we
are promoting I reland to the top sector of the
holiday market - to the As and Bs - so again we
advertise in the specialtst journals, the glossy
upmarket magazines, the quality papers. But not all
our publi city is paid publicity, for instance the
television programmes, We also receive publicity
when journalists include Irish holidays in their travel
sections. So every year we help journali Sts to travel
.:round Irel and . This year we'll assist 300 British
JOUrnalists and about 80 to 90 German journal ists.
Interviewer: So what aspects of Ireland do you stress
in your advertising?
Bill Morrison: Both in Germany and England we
emphasise those aspects that appeal to the public,
- 0 the Germans we market our romantic castles, the
" isty green landscape, the fairy-tale image. To both
stress the personal side of Ireland, vi llage life, the
S/IO .'I relaxed pace of life, the human int erest . We
J;.SO promote the fashionability of Ireland: the fact
Ireland is a favourite hideaway retreat for fi lm
that Ireland is a healthy place to come to -
--esh air, the simple life, healthy activitjes_ The British
zre interC5ted in the Irish fjlm industry. They're
as) attracted to the gotf, to the f ood - good, fresh
I"'.g'edients simply cooked, to the good living .
8 Responsible Tourism
iaah: So Bob, what was this holiday of yours like?
icb: The trip started in San Jose in Costa Rica, where
all met before setting off,
iaah: Er ... but J thought San Jose was inland, miles
J,;:b: Yes, that's right, but it has an international
c.-:JOrt and most people come from the USA and
iaRh: So these kinds of holidays appeal mostly to
'o:h Americans?
Jdr. Yes, at the moment. Anyway we all checked in
:a<: met our guides and did some shopping. But it
'25 2. nightmare.
iirah: What do you mean?
leO:: Well, these ecologically-minded tourists are
about what everything is made from. 1
-:.-:ed to buy a crocodil e bag for my wife, but
_ ::: I ? Here the country is swarming with
:-:odiIes but is there really a surplus? Eventually the
thi ng I bought was a water canteen since I'd
to pack one. But it was a leather one. So I
...:z if I knew where the leather came from. I
"E :::tld it must have come from a white-lipped
:;IE'! - / ' an endangered species.
s.a.: Did it?
.'Iho knows! But it certainly made shopping
....-.::.-:.. We then set off in coaches to the PaCific, to
_aldera, where our boat was moored. It was
aae- =- small boat so that it could come in close to
:-ore to enable us to land, but it was very
_'--2ble, with all modern comforts. And there
-e>; the crew whose Job it was to sail down the
:0 P.:narna and through the canal, stopping off
aro....'S coves and islands where we could explore.
_.os to say, none of us were very fit and we
needed great help in getting into and out of the
dinghie., aside from help in traversing jungl e paths,
and t hi s the crew did.
Saran: Er ... hang on. Help? Jungles?
Bob: Yes. You see, what everyone in the trip had in
common was a desire to go on ecologicaHy- sound
Sarah: Yes. So?
Bob: WeI!, most of the group were, how shall I put
it , balding and overweight? Even disabled
partiCipants come on these trips and go on the jungle
Saran: But this is a cruise I
Bob: Sure. But every day we would come in shore to
some part of the jungle that was inaccessible from
landside_ It was rare for anyone to miss one of these
Sarah: And were they easy?
Bob: No, not really. The idea was to try to spot as
much of the fauna and flora as possible. Many
people did see lots of birds but I found that I missed
most of them. The idea of the trip was to see as
much of the unspoi lt environment as possible while
at the same time remaining as ecologjcaJly--sound as
Sarah: How could you?
Bob: Well, in particular on the boat they cleaned the
sewage before emptying it into the sea, they did not
dump fuel, our garbage apart from the cans was
bumt. So J suppose we were doing our bit to save and
protect the environment. It certainly satisfied the
Sarah: So an ecological tourist requires comfortable
lodgings, a green envi ronment and a chance to see
unspoilt nature. What about teaming anything about
the local cultures?
Bob: We met two groups of Amerindians. First, the
Choco tribe in the Darien jungle, The men make music
whi le the women sell. They carve beautifully in
rosewood and make imaginat ive little omaments and
earrings from ivory nut. as well , __ as well as making
the most fantastic baskets, Later we met the Cuna on
Acuatupu_ These people make the most brilliant
clothes called molas, They also do a great trade in
having their photos taken.
Sarah: And they liked this?
Bob: Loved it. Thought how authentic and natural it
all was.
Sarah: So do you think it would be worth our going
in for this sort of package?
Bob: We would have to appeal to a very small and
specific market. To do this we would have to be sure
9 Transport
L i stening
Dominic: How do you plan the summer programme
for the world's largest charter airline?
Terry: We get goi ng on the programme eighteen
months in advance. The initial parameters are first
set in discussions between us, the airline, and
Thomson, who are both our owners and principal
customer. These parameters lay down the amount of
flying time Thomson requires, the size of our fleet for
the season and its level of use. Once we have them
we can get on with organising the details.
Dominic: So you begin with a blank piece of paper?
Terry: No, not at all. Ideally we would repeat last
season's programmes, making a few changes where
we had come across problems. But of course it's not
that easy. There are many issues that influence our
Dominic: What do you mean?
Terry: Well , for a start I have to talk to my
counterpart at Thomson several times a day to check
on their commercial needs - such as changes in
demand from different airports, the timing of the
summer brochure launches, I also have to take into
account our profitability targets, maintenance
requirements, and t he efficient use of the aircraft
and their crews. Then there are the constraints
imposed from outside. We have to negotiate slots at
each airport across the world - some 24,000 slots in
a twenty-six week summer programme - and we
have to contend with airport operating hours and
noise restrictions.
Domi nic: So how do you do all this?
Terry: Well, we record all this information on what
we call our core computer system.
Dominic: So when you've done all that. you're ready
for the brochure launch?
Terry: Far from it. First we run a feasibility study - to
make sure that the ai rcraft is not being used twice
and that it's flying to an airport where we have slots.
At the same time management is running a
profitability study. We'll have several alternative
plans which have all been looked at in this way
before the run-up to the brochure launch.
Dominic: So how do you choose which plan to use?
Terry: Of course a decision has to be made, but even
after we've made up our minds we have to be
prepared to make changes right up to the last
minute, because in order to put this plan into
practice we have to have lengthy negotiations with
ai rports and other airlines via the international SITA
aviation networ k. We have a certain number of
historic slots at airports. If we need more then we
ask for whatever we require,
Domini c: So that's it then?
Terry: No - by no means, We go to the International
Slots Allocation conference where there is a week of
frenetic horse-trading. Naturally we take our core
system work-stat ion with us so we can work out any
changes. And we take a systems person with us, just
in case the computer crashes. So after that we have
our sched ules for the summer and the tour
operator's brochures can go to print .
Dominic: It all seems very complicated.
Terry: Yes, but the computer has si mplified and
speeded up the process greatly, It's not only more
efficient in our direct costs, but also in overall costs
to the airline. And it al lows us to see what the key
factors are that affect the plan,
1 0 Customer Relations
Chri s: Well, we booked a holiday in an apartment in
Sa Punta that was described as ideal for those
seeki ng a quieter relaxing hol iday. But it was
anything but quiet. The noise was deafening. We'd
asked for an apartment with a sea view but were
given one with a view of the courtyard, overlooking
the swimming pool and bar, The children needed to
sleep at night but they were kept awake by t he
noise, It was dreadful.
David: Did you write and ask for compensat ion?
Chris: Of course we did. We asked for 600 but
they only offered a mere 100,
L i stening
Peter Garfiel d: Let 's consider some of the ways t hat
we can persuade the general public to have
confidence in us and to use our services.
Let's look first at staff appearance. It is important
t hat all staff are well-groomed; that your hair is neat
and tidy, shoes clean and wel l-polished, your
uniform pressed. If you look pleasant and
profeSSional, people wi ll be far more willing to
approach you and ask for help. Many customers
decide to come in on the off-chance because they
have looked in the window and are impressed by
what they have seen inside the shop.
Once they do approach you the way you react is
also very important. It is not necessarily what you
say but how you look, it' s what we call your body
language. Our facial expressions, the way we use
our hands, our body to convey what we really feel.
So try to maintain good eye contact with your client.
This shows that you are listening. If you look away
they wi ll think you are no longer paying attention to
them. Lean forward a littl e as this also shows you are
concentrating on what is being said. Do not lean
back as this shows you are uninterested. And t ry not
to f idget as this can be very irritating.
However, when a customer first walks into the
agency give him some personal space. By that I
mean, do not rush up to him the moment he walks
in, but give him t i me to browse before you approach
and ask if you can be of help, Then give him your
full attention.
In order for him to feel that you and the firm are
efficient and reliable, listen carefully, and if possible
take notes so you can refer back to them later.
Maintain a professional manner throughout; that is,
remember that everythi ng that the client tell s you is
in confidence. Never talk about one client in front of
others. He also expects you to be loyal to your
company. So never blame anyone else for an error.
Always give accurate infOfmation. If you are not sure
of any of your facts, check them! Don't be afraid to
admit you don' t know something but show that you
are able to find out what is required. If you promise
to find information, gi ve it to the cli ent at a later
date, having told him when you intend to do so. And
above all, remember that a client will remember the
person, or the company, that not only does a good
job, but who does something more than expected.
11 Hotel Facilities
Interviewer: Looking at this brochure, I see that you
only opened two weeks ago, and yet this building is
surely older than that?
l eo: Yes, there has been a hotel here for many years.
Since 1927 in fact . This hotel was built in 1927 and
at that time was known as the Hotel Steiner. It was a
magnificent hotel - the greatest hotel in Prague. It
was here that government ministers. Prague society
came to wine and dine. Then in 1948 it was
nationalised. It was returned to private ownership in
1990. And then, last year in cooperation with Austria
Hotels, it was totally refurbished within eleven
months - something we are very proud of, for we
feel that this is something of a record for Europe and
in particular for Prague. It is now part of the Austria
Hotels chain, and is in fact the first hotel in the chain
to be outside of Austria.
Interviewer: How would you describe your hotel?
Leo: We are a lUXUry hotel for individuals and a
business hotel.
Interviewer: What facil ities are there for guests?
leo: In our banqueting suite, whi ch before 1948 was
the finest ballroom in Europe, we will hold
conferences and we can partition it for semi nars and
small group meetings. We have seventy-eight rooms
- all air-conditioned, with fax, ~ t e ! l i t e TV, etc." 146
beds, seventy covers in the restaurant, thirty-six in
the coffee shop, and 110 in the ballroom.
Interviewer: And what is your ratio of staff to
Leo: At present we are not full, so we do not have
our full quota of staff. So we only have fifty staff at
Interviewer: And are the majority Czech or Austrian?
Leo: We are all Czech, apart from our executive
manager who deals with marketing. We do not have
too many senior staff as we wish to keep our
overheads low. At present there is myself, the general
manager, and I also have an assistant manager. We
will train local staff and employ people who speak
languages: German, English, French.
Interviewer: How are you obtaining your bookings?
l eo: We're part of the Austria Hotels chain so we
use their central reservations service. We are on-line
with SRS - Steigenberger and Utell, marketing our
hotel worldwide. Of course we are ideally located
here in Prague - on the very edge of the
pedestriani sed cent re. You can visit the whole of
Prague f rom here on foot; you don't need any
transport. So we should appeal to our market. Our
staff all speak several languages. The hotel is being
well -marketed. In fact, even though we have only
just opened - our official opening is not until next
month - our occupancy rates are very good. You
know, we wanted to open on the 1st of October.
On t he 30th of September we finished all our
preparations, and in the eveni ng we all sat down
together to survey everythi ng, to relax, and at
midnight two people walked in off the street and
asked if we were open, if they couid stay. And so we
said, yes of course ! We started in the most
wonderful, memorable way.
Interviewer: And where do your guests come from?
Leo: Er .. we have a very good mix: from Europe,
the USA and the Far East..
Interviewer: So wil l your cui si ne be European,
Austrian, Czech, International?
leo: Most people when they travel wish to taste the
local dishes. They want something different from
what they eat at home. So the cui sine is definitely
Czech. We have an excell ent chef and everyone
seems very satisfied.
Interviewer: And what will you be doing for your
Grand Opening?
l eo: Ah yes, well everyone is coming, people from
Prague, famous people, company directors, city
officials ...
12 Selecting Locations
Intervi ewer: So, how do you go about setting up a
new visitor attraction or a new theme park outside
John: Assumi ng you have the capital. you start by
deCiding what you want to do - what sort of theme
park. Then there is the question of scale. The park
must be large enough to attract sufficient visitors to
make a profit. This is more important than having a
wonderful location. If parks are too small they won't
make enough money. Building something of the
right size and scale is the first priority.
Once you have settled thi s, you start looking for
locations and you obviously look at several areas at
the same time. So, in each area you look at the size
of the resident population, at the size of the tourist
population, at the size of the potential group
population of the area. If you then work out how
many of these people are likely to visi t, then this will
give you the penetration rate.
Let me explain what I mean by these terms. The
resident population are those people who live within
a three-hour journey of the attraction. But you need
to use research in order to know how many of these
people are li kely to use your attraction. Then, your
tourist population can be divided into domestic and
international tourists staying in hotels, or with family
within that three-hour radius. And then the potential
group population - which are people who come in
parties of 12 or more - comes from within these two
types and again this group can be divided into two
sets: the affinity group and the liner group.
Intervi ewer: The affin ity groups and the l iner
John: Yes, the affi nity group is a group of people
who have somethi ng in common. For instance a
school party, a group of scouts are affinity groups
whereas individuals who have taken a coach trip to
the attraction are liner groups. They've travelled on a
liner, on a coach, So we have to work out how many
of these we will get in our type of park. And this we
get from our knowledge of the product, of the area,
and our judgement of the situation. At this stage the
park could be based on anything - this is an
accounting exerdse,
So the questions are: do we have a site in an area
where enough people wi ll come; and is the si te large
enough, is there a reasonable road infrastructure?
Although publiC transport is much talked about, for a
tneme park t he majori ty of people, 90 per cent,
come by road.
Next, if you're satisfied with these criteria, you
start negotiating to buy or lease the land, and no
doubt you have several sites where you are
negotiating at the same time. Then you go ahead
with planning and designing your park.
Interviewer: You' ve talked about the location in
respect to areas of population and of roads, but
what about natural beauty?
John: Natural beauty is an asset if the location is a
destination, but if the park is big enough and has the
surrounding population to feed it and support it you
can create the destination. If t he land around is
uni nteresting, the park appears more l uxuri ous.
Disney created Di sneyland out of the swamps of
Interviewer: And how important is climate?
John: Oh, it makes very little difference. In fact, if
the weather is too hot people prefer to go to the
beach rather than a theme park. So whether the park
is in England, Spain or northern France makes little
difference. What makes the difference i s the
penetration rates. In fact, hot weather is very bad for
city locations. People don't want to go inside if the
sun is shining.
Interviewer: So are the cri teria different when
looking at city attractions?
John: Yes, when looking at ci t y shows the criteria are
slightly different ...
13 Things to Do
Camden Lock market is one of the most popular
places to visit in London at the weekend. It is dose
to Camden High Street. whi ch is a good pl ace for
buying clothes, records and leather goods. The best
time to go is on Saturday or Sunday between 9 a.m.
and 6 p.m. The nearest underground station is
Camden Town.
Listening 1
Johans: Hello, can I help you?
Tourist: Yes please. r am here in Berlin for two days
and I would like to see the major sites. Can you give
me any ideas about what there is to see?
Johans: Oh yes, sure. But you can really onl y see the
major sites in two days because there is a lot to see in
Berlin. And I suggest you should have a look at the
Reichstag and at the Brandenburg Gate, which are
marked here on the map. Then from the cultural point
of view maybe you ought to have a look at Museum
Island where you'll f ind the famous Pergamon
Museum. It has a collection of fine things from the
Middle East that Professor Schuman found.
Touri st: But is it open today?
Johans: Yes, it is open today. You can see the major
attractions inside the museum. The Reichstag though
is dosed, you can only have a look from the outside.
The exhibi tion is closed there.
Tourist: How do I get there from here?
Johans: Well, if I were you, I'd take t he bus that
st ops r ight outside our bui lding. here. It's the
number 100 and it takes you to many of the sites in
the centre of Berlin, to the Tiergarten area where
you can see the Victory Column with the golden
angel on top, the House of Culture, the old Congress
Hall, and then it goes to the Reichstag and the
Brandenburg Gate where it goes right through and
takes you to former east Berlin along the main street,
the Unter den Linden and to the Opera House,
and ends up at Alexanderplatz.
Tourist: Oh, that sounds very nice! And do I have to
get a special ticket?
Johans: You can get a si ngle ticket on the bus. It
only costs 3 Marks 20 and is val id for two hours on
any route.
Tourist: But . er. I 'm here until tomorrow
evening. Is there a ticket I can use for longer?
Johans: Ah, yes. In that case, you'd be better off
buyi ng a 24- hour ticket. It's onl y 12 Marks and you
can use it both on the underground and the buses of
Tourist: And this evening, I'd like to go to a night
dub. Can you recommend one?
Johans: What kind of music do you like?
Tourist: Well, I am not that particular but I am not
really into.
Listening 2
Jenny McGee: The london Tourist Board operates
four Touri st Information Centres. These are situated
at the points of entry, the pOints of arri val into
London. The busiest one is situat ed at Victoria
Station and there we deal with 2 million personal
enquiri es each year. Peopl e arrive there via the
Gatwick Express from Gatwick Airport: they also
come from the coach station - so they've perhaps
come up through Europe on the coach. We've got
hundreds of thousands of commuters coming
through who are also tourists in our eyes; and also
we've got the boat trains coming in from the
Continent as well.
Other centres are located at Heathrow Airport
for obvious reasons and Liverpool Street Station for
people arriving from Stansted Airport and from the
boat trains from Northern Europe via Harwich. And
t hen, fi nally, we have an offi ce in Sel fridges
department store in central london. And then there
are centres that aren' t operated by London Tourist
Board, but which are supported by London Tourist
Board, such as the one locat ed at the new
Waterloo Intemational Arrivals Complex. So the idea
is that when you come into London, wherever you
arrive, there should be a welcome service for you.
Therefore, it's important that the staff working in
those offices are able to communicate in foreign
languages. Most of the independent t ravell ers who
arrive who can't speak English come from Europe,
and they need people who can talk to them. So the
staff that we employ to work in these centres all
speak at least two European languages other than
Engl ish. The people who come from the rest of the
world are often visiting friends or relations in the
capital. so perhaps they don't need our services so
badly. However, we also employ people who speak
Chinese, Japanese and Indian languages. Hopefully,
we can help anybody who comes through.
Communication skills are paramount, not only
foreign languages but also the abil ity t o t alk to
people and to be able to listen, so list ening skil ls are
absol utely essential. Being able to speak really
knowledgeably and enthUSiastically not just about
London but also the rest of the country as well is also
important. So they have to have some knowledge of
the United Kingdom.
So those are the main ski ll s: languages,
interpersonal and communication skills. But these
days you're also elepected to have computer skills,
because most of the information systems that we use
are computerised. And you need a very good
telephone manner because we are engaged in an
awful lot of sales activities. Therefore, experience of
sales, retail or shop work is also very important to us,
because increasingly touri st centres are having to
raise income to fund the services they offer.
14 Marketing the Past
List ening
1 Down on the gate is where we take the admission
money. And for a site like this, the charge is really
quite cheap, but a lot of people are qui te shocked.
So the position of the custodian on the gate is first to
oe friendly and secondly to answer questions. One
of the most frequent questions is -What are we
getting for our moneyr Often this is the place you
-.eet grumpy visitors. That's because they have had
2. long car ride with the kids screaming in the back
a.nd then been unable to find the McDonald's to
them before they got here.
2 Mere at Dover, li ke all the other heritage sites, we
- ..1st cater for a range of visitors, which include
and school children who need to be
::::rvinced that it's worth hanging on to our heritage.
:.= 1zking a broader view and revealing a more
past at Dover, especially the network of
_ -rierground tunnels used as the operational
-edquarters during Worl d War II. is all part of
::r-sing history off the pages of the guidebooks for
..::L"l"lg visitors.
:=: - '";E visitors are given a map at the beginning to
-e= them find their way around but if they need
helll they will only approach the custodian who
s 2.pproachable and who is giving the right
Therefore, good body language is important
r: 2. positive image. So the way I stand and put
while at the same time smiling and
-zr-:=..:ning eye contact with the visitors as they pass
.- fll!.'!Cl ""' portant.
.... are trained to look after people who
2. bit of special attention. Our range of services
-:eople with disabilities has increased greatly,
-:r eectric wheelchairs to a scalamobil e, which is
you can strap a wheelchair t o to get them
::-e keep to have a look around, and of course
_ - .... Ye disabled toilet s. We are now giving out
_ :-7 young babies so if parents arrive and don't
'I!!!!III5E 2.DOUt the stairs and all the rest of it we can
help them. So we are now far mor e
! -_ iL other English Heritage sites, one of our
as custodians is to work in the shop.
_ -o:J!': that people see that the quality on the sites
::::r-ss--:nt throughout the organisation, not only
:r:c.x'".w: we sell but also the staff.
-""e'"e ':os job satisfaction in giving people a decent
day out. The public are your public when talking in
te rms of guided tours. There's a sense of
achievement in finishing a good guided tour. There is
no reason why the public shouldn't keep coming
back to a monument such as this one because we
are con tinu ally adding new sections to it;
reconstructing more and more, there's more history
to be made here.
15 Business Travel
Speech work
a The guests require a choice of cereal for brealcfast.
b The ai r stewardess walked down the aisle selling
duty free goods.
c The guest at table number 5 ate six oysters.
d The delegates sat down to a fivecourse dinner.
e The airline' s crews waited in the staff canteen.
f The caravan trade fair will be held in November.
g Our high standard of service is the principal reason
why we arc so popular.
h Would you like your steak rare or well done. sir?
L i stening
Fiona Stanton: Once you've been asked to find a
venue and organise a conference, there are certain
key points you will need to know and decisions that
will have to be taken before you can actually make
the booking.
The first, most important point. is the number of
delegates attending. Is it a big conference - say for
fifty or 100 people - or a small board meeting for
just sile, because it makes a big difference to the size
of room and all the arrangements. So number one is
number of delegates.
The next thing to decide is what you actually
want to achieve with your conference; is it a t raining
session or are you having a sales launch? You may
get all your sales people together and you show
them a new product. Thi s is very different from a
training session. So you obviously want to know
what you want to achieve at the end of the day.
Then you must decide how long your conference
is to last, how many days you antiCipate youre
going to need and what time of year you want t o
hold it. The type of activities and functions can be
dependent on the weather, f or instance if you intend
to hold an evening garden party.
Another point is where the conference is going
to take place. Before you can decide on thi s, you
must know where the people that you ate expecting
to attend wi ll be coming f rom. Will it need to be
reasonably central - near to an airport, near to good
railway connections, or easy to get to by road? Are
there adequate car parking facilities?
And of course you need to know who is actually
paying for the conference. Are the delegates paying
for themselves or is the company paying? Usually
the company pays for t he mai n part of the
conference and the delegates pay for thei r dri nks
and telephone calls and other peripherals_
Once you ' ve decided on all that and you've
found your venue, you'll have to think about the
things that you'll require while you're there: things
like conference room size, how you're going to want
the room laid out. If it' s very informal you won't
a very big room, but if you need everybody
with desks you'll need a larger room. If you have a
very large meeting in the ball room you may need
people sitting in rows in a lecture theatre. You' ll
also have to decide whether you need syndicate
rooms - that's small rooms for fifteen to twenty
people, and if you're going to use syndicate rooms,
how many rooms you'll need. You then come onto
your conference equipment. If someone is giving a
presentation, will they need overhead projectors, flip
charts, slide projectors?
You also need to know what refreshments your
delegates will require. If you've got your delegates
sitting in a conference all morning, by the time they
get to lunch t ime they're going to be very thirsty, so
you need to break in the middle for a cup of coffee
and a chance to stretch thei r legs. So do you want
that served in the conference rOom or out of it? And
at what time?
You need to find out the dining requirements -
will they be privately dined or Is it okay for them to
sit at small tables in the main dining room? Perhaps
you want a gala dinner on the last evening to make
it more of an occasion.
Then you can get down to the menu
arrangements - what are you actually going to eat?
This is very much determined by how much time
you've got for lunch. At lunch time delegates often
only have forty-five minutes to an hour, and so
they'll want a fast buffet servi ce where they can
have as much or as little as they want. In the evening
you are more relaxed, so you can spend a couple of
hours over the meal and can have a more formal
one. Another t hing you can do is, i f the delegates
need to work through lunch, you can have a f inger
buffet brought in.
Another thing to consider is accommodation and
how many of the delegates wi ll be st aying. If you've
got a conference of twenty, perhaps only ten require
accommodation. Perhaps some of these guests are
very important people, so you'll want to put them
into better rooms than the ordinary delegates. So
you must work out a rooming list.
And finally, if this is a residential conference. are
the delegates going to have any leisure time? For
i nstance, they're here for two days. On the fi rs t
afternoon there's a free period - they haven't got
any work to do in the conference. The delegates
might want some activities organised. Perhaps they
want to go out and see the local sights, perhaps they
want an organised sporting activity. If the delegates
are here for a long time they might want to go to a
local pub. Will they want a disco or a casino set up,
or will they want a party?
So when you have all this information you can
go about booking ..
, Types of Holiday
Vocabularr 1
a long-haul ; b package tour; c special interest; d cruise; e weekend break;
f safari ; g homestay
Hi dden word: HOLIDAY
2 a a short-haul destination
b Check your answers with your teacher.
Language Focus
b, c and e are correct.
a Incorrect. It' s a five-mile drive to the airport/ It's fi ve miles drive to the
d Incorrect. The guests decided to opt for the fi ve-course set menu.
2 Suggested answers:

b On the Goa and Taj Mahal tour you will have a fourteen-day holiday in
two centres. In Goa you will stay at the luxury four-star Goa Beach hot el
on half- board. This hotel is right on the beach. On your three-day tour to
the Taj Mahal you wi ll stay in the three-star New Delhi hotel which is only
a fi ve-mile drive from the city centre.
e On this three-centre holiday to Turkey and the Taurus mountains you stay
in two-star hotels throughout. You wi ll have ful l board with a three-course
evening meal every night. Your hiking trips will be escorted.
d On this two-centre holiday to Orlando and the Cayman Islands you will
stay in two lu)(ury five-star hotels, the Orlando Supreme and the Cayman
Grand. As the Orlando supreme only a ten-mile drive to Disney World
there will be plenty of t ime to visi t the theme parks. Whereas on your
four-day stay in the Caymand Islands you can relax on the gloriOUS
beaches and sample the excellent cuisine in the five-star restaurant.
Writing 1
Correct order:

occasion customer
romantic specialist

a-9; b-10; c-2; d -1; e - 4; f-6; g-8; h - 5; i- 7; j - 3
Developing the Topic
Reading 1
a It is much cheaper than a traditional wedding.
b Two weeks.
c Those about t o marry for the second time, or those who
have been living together for a long time.
d The number of people accompanying the wedding couple.
e Flowers, fruit, and wine.
f It has romantic castles and country house hotels with
four-poster beds.
Reading 2
a Mauritius: b The Cayman Isl ands; c Jamaica or the Dominican Republic;
d Kenya; e Bali: f Malaysia; g Bali; h The Cayman Islands; i Florida, Hawaii or
Las Vegas; j Las Vegas
2 a Kenya; b The US or the Cayman Islands; c Malaysia;
d St Kitts and Nevis; e Hawaii
Vocabulary 2
wedding arrangements, wedding destinations, plantation weddings, wedding
packages, wedding hotels, wedding ceremony
a beach resort; b chapel fee; c marriage licence; d limousine service
Listening 1
Time of year Types and l ength of Pl aces most li kely to go
holi day
August 2/3 weeks
beach South America (Mexico)
New Year
beach Italy
skiing Maldives
Easter cultural Paris
touring London
honeymoons Thailand
Listening 2
aT; b F 60 per cent of European holidays are to Paris; c T; d F this is no
longer so. Now they want /Jot only the sea bot to see something . . ,
e T; f F . .. it has always been popular ... demand has been growing.
Writing 2
a long; b the New Year; c Easter; d the States; e Europe; f Mexico;
g Easter; h European; i Paris; j London; k Madrid; I sun and sea;
m to learn about the area (they are visiting); n beach; 0 tour
2 A Career in Tourism
Language Focus
a has been working; b have worked; c are working; d left; e working;
f was getting; g deCided; h had always wanted; i comes; j am working
a-2; b-1
Wri ting 1
(2) My first job was as an office junior at Let's Go Holidays.
And what did you do after that?
(3)After a year I went to work as a tour guide in Indi a_
What then?
(4) After three years I deci ded to come home.
Back to the travel trade business? '
(5) Yes. I became manager of the Newtown branch
of Global Travel Agency.
And when did you move here, to Funtours?
(6) I've been working here since 3 March 1996.
And what does your job invol ve?
(7) I travel a l ot, and meet lots of new people. At the
moment I' m working on the sales figures .
pre.dktion, accommo.d.a1ion, organiillion, compen.sill.ion, opelliion, vOillion,
amQl1ion, gradugiion, consefYi!!ion, satisLltlion, qualifig1ion,
political, intcr.n.a1ional, ad.ditional, vowional, re.a.!ity, priruity,
uniY.f!sity. person.a!ity, nQ'telty, soQety
a For words ending with the suffix t i on the stress is on the second
syllable from the end
b For words ending wit h the suffix al the stress is on the third syl lable
from the end.
c For words ending wit h the it)' or ty the stress is on the third
syllable from the end.
Silvia: Yes. After graduation I took a year out and went backpacking in
the Himalayas. I then joined an organiRlion that was concerned
with the conseryation of our .o..a1ional heritage before returning to
uni)lfIiity to gain a qualifiQiion in travel and tourism.
Alain: So you gained adQilional qualifigjions?
Sil via: Mm, yes that's right. You see it had al ways been my amQl1ion to work
in the tourism sector.
Writing 2
a for applying - to apply; b see - saw; c are seeing - see; d - ; e had been
completing - had completed; f am always wanting - always wanted;
g was not wishing - did not wish; h spend - have spent; i be - was;
j is specialising - specialises/special ised; k - ; , attracted - am attracted/was
attracted; m persuading - persuade; n - ; a hear - hearing
Developing the Topic
Li steni ng 1
TRAINING 3 years at college none
hotel management
PART-TIME while at college while at school
WORK waitress waitress
reception work
FULL-TlME' restaurant manager waitress
WORK (small hotel) assistant restaurant
conference organiser manager
restaurant manager
in conferences
in sales
Wri ting 3
....., Suggested answer:

Justine started by working part-time in a hotel as a waitress while she was still
at school. On leaving school she worked as a full -time wait ress before gaining
promotion to assistant restaurant manager and then becoming a restaurant
manager. She then moved to a job in the conference sector before taking t his
post as conference sales manager.
a employer; b jobs; c work; d job; e company; f career; g tour operators/
wholesalers; h travel agents/retailers; i entrants/employees/appli cants;
j postings/vacancies/posts; k associates
a - 5; b - 1; c - 3; d - 2; e - 4
3 a Office junior with Thomas Cook; b late in their careers;
c Couriers, guides and resort reps; d The heritage sector;
e Determination, enthusiasm, perseverance
4 Employment Record
1994-date Jet Set Tours: National Sales Manager
1993-1994 Backpacking around the world
1982-1993 Pickford' s Travel: National Sales Manager,
Retail Sales Manager
_ -1982 Travel agent chai n: Junior management
(series of placements)
Travel Firm
1978 -. Thomas Cook: Air-fare unit, Office junior
employee, office junior, counter clerk, trainee, national sales manager, retai l
sales manager, national sales manager, director, schools liaison officer,
couriers, resort reps, guides
Z a posting; b placements; c post; d j ob; e career; f appointment
3 Trends in Tourism
L anguage Focus
a lost; b changed; c went; d became; e threatened; f adapted/have adapted;
g investedl has invested; h began; I accelerated; j halted; k developed;
I came; m remai ned; n followed; 0 was; p was; q were; r have improved;
s has intensified.
1f:l Writing 1
In the 19505 most people did not travel f ar from their homes and stayed in a
local seaside resort. As few had cars they travelled by rail. Over the years they
have become accust omed to flying to exotic destinations. Sailing and
waters ports have become popul ar pastimes.
Speech work
III I d l I id l
increased gained accelerated
rushed int ensified invested
shocked involved sorted
hoped staggered
a I d I improved, changed, moved, remained. l Id I started
b I [ I looked, helped. established, flourished, played. I d I
c I d I stayed, sti rred, watched, charged, thrived. I [ I
d lId I recorded, affected, walked, persua.ded, collected. III
e II I jumped, topped, travelled, stopped, worked. I d I
Vocabul arv 1
a commuter; b nomad; c tripper; d globetrotter; e passenger
f hiker; g itinerant; h holidaymaker; i migrant
Always: holidaymaker
Sometimes: globetrotter, passenger
Never: commuter, nomad, itinerant, migrant
W riting 2
Suggested answer:
Netherl ands Board of Tourism
The first tourist office was establ ished in 1885 in Limburg. laterl
afterwardslsoon others were opened on the coast and in some towns.
However, the Netherlands Tourist Board was not established until 1968. Its
headquarters are in Leidschendam. It has a resident staff of 100 with fifty
ot hers in its sixteen offi ces abroad. Its rofe is to promote and market both
internat ional and domestic touri sm as well as to give information to the
consumer .
Developing the Topic
L istening
The situation before 1989 for outbound tourists:
how Czechs obtained a visa:
apply f or hard currency - once in thru year!i
then apply f or Yisa
the percentage who t ravelled abroad: 10- 20 unt
the number of agencies: two
how Czechs travelled: in IJroups; stayed with their tour leader
What happened immediately after the Velvet Revolution of 1989:
Eyeryone went aUroad for one day.
Developments since 1989:
number of agencies at the moment 3.000
the most popular way to travel: in \lroups b:i coach
why it is popular: way
reductions at hotels: 50 per u nt
The development s in the Czech Republic for inbound tourists:
why tourists want to come t o Prague:
to see what t hey naye been mi !55i ng
- it's a l1eautiful city with lot5 of
the problem in the beginning:
lack of suitable &a ccommodation
how thi s was dealt with:
- adapted anti refuroi shed workers' and !!It;uocr;"[.. aCCGmmoaation
- intemaUonal chai ns have built hou':;
the present situation:
!Suffi Cient accommoaa"tion for tcuri5t!!l ap.jir"t from a few peak weekends
Writing 3
Suggested answers to memo
a) travel agencies: At present there are three t housand travel agencies in
Prague compared to two before 1989. It is believed, however, that market
forces will soon reduce this to a more manageabl e number. On the ot her
hand it does show the Czechs' love of travelling.
b) method and type of trip: Due to economic and market pressures most
Czechs travel on budget group packages by coach and stay in tourist
(economy) hotel s where they receive a 50 per cent discount on the
publi shed rack rates.
c) reason for interest in Prague: Foreigners are now eager to visit t hi s
beautiful city which they were unable to enjoy during the communist era_
The city contains monuments and buildings of many periods which all are
now keen to appreciate first-hand.
d) accommodation in Prague: The Czechs have quick to refurbi sh and
improve workers' and student accommodati on as well as welcoming
international hotel chains into the city. As a result the accommodation
crisis of the early years has been overcome.
a Badly, inconsiderately, patronisingly, rudely.
b Northern Europe.
c To feel safe.
d They t rayel in groups, have guidebooks, and have their
own shops in l ondon where they are able to pay with yen.
e Many shops have become fast-food outlets; tea rooms will
accept Japanese credit cards,
Vocabulary 2
well-heeled, local currency, buy, doll ars, pounds, free-spendi ng,
hi gh-spending. credit cards, affluent, thriving, tip, pay, yen, market
4 Where People Go
Lisrening 1
1. Americans (IJSA)
2. Gr. rmans (Germany)
3. Irish (Ireland)
4. French (
5. lIalians (llaly)
6. Australinm: (i \lIslfol la)
7. ,l<lpanr,se (JaIMn)
3. Spanish (Spain)
9. Canadians (Canada)
10. Dutch (l'Ietherlands)
$pecch wock
1,486 million
635 miUlon
424 million
429 mill ion
393 mil lion
:1-14 million
288 million
286 million
2::;2 milli on
239 mitlion
op;!ned th:) doors its building off:)ring guided
tours sixteenth-cent:)ry palace on tha first Saurday :)f each month.
tour takes in libr,)ry :)nd the drawing room.
Did you know th;,t in Dayton:) Beach, in Florid:>, USA, court haS ruled
th:)t tourists may no long_r take their cars onb th;, beach during th;J turtbs'
breeding Or th_t you on get a discount in th_ bars ;)nd resbrants in
_tlantic City if you have _ visit-rs' card? th.,t those of you who enjoy
bird-watching could take part in <In eighteen-day trip through th., Scottish
Highlands? Or you mi ght pref er _ romantic break _t Bristol Hotel, where th.,
candle-li t indudes 0ysbrs _nd caviar followed by with pink
champagnel Whatev:)r your tastes, ring Creative Holidays on 0171 384 8394.
a one-way ticket
b fall
d faucet

f round t rip
g doset
h restroom
See Tapescript, page 81.
a single ticket
return journey
Language Focus
Today's business people travel extensively as part of their job and stay in
eICpensive hotels. When they go away they want the same comfort as they are
used to at home such as en-suite bathrooms, but in a more simple, informal
setting. The Sea Club Hotel at Cala Rajada in Majorca is a hotel that caters for
this type of client.
it is registered with the Tourist Board as a one-star hotel- that is equivalent to
a youth hostel. Its low rating is because there are no TVs or telephones in the
rooms, but this is probably the most expensive one-star hotel in Spain! All
rooms have en-suite bathrooms and are bui lt around a luxury swimming pooL
Ihe: guests can laze around all day, or take a car to explore the island. Then in
the evening the Sea Club comes into its own, with dinner served at one long
table - so everyone mixes and gets to know each other. This is what makes
the Sea Club so unique; business people spend thei r lives travell ing but don't
get to meet t he locals. yet at the Sea Club there are always local people who
come in to dine and meet tI:!..e. guests.
The two underlined definite articles are optional.
Writing 1
Suggested answer'
Currency fluctuations have meant that many British holidaymakers are going
to those countries where the pound buys more. The USA, Turlo:ey and Italy are
more attractive, while Spain, France and Greece are losing business.
last year 8.2FF were the equivalent of one pound, now a pound is only worth
7 .8FF. So the British traveller loses 30 on every 500 transaction. This is
reflected in holiday bookings which are down 7 per cent on 1994. Spain has
lost business too. Bookings to the end of April show their share of the UK
market down 2 per cent, from 44 per cent to 42 per cent.
In the USA and Turkey the pound has riSen. Turkey has, as a consequence,
nearly doubled its market share which is now standing at 7 per cent. However,
swings in favourable currency rates must be balanced against the costs of
meals and services. 1 buys 60 per cent more Turkish lira but then the cost of
meals and services has doubled.
Developing the Topic
a 21 million; b Two-thirds; (599,000; d 4 per cent; e 15 per cent; f 35 million
Blackpool - Russians; Scottish Hi ghlands - Italians; East Anglia - Dutch and
Germans; North-east - Scandinavians; Wales - Japanese
a Because there is fierce competition from other tourist destinations;
everyone wants more tourists to come to their destination.
b The Far East.
( To offer people what they want: high standards, value for money
and a warm welcome.
Listening 2
Touri sts come from: Italy, rest of Europe, the USA, Japan
Why: sun and sea, culture, history, archaeology, geography and geology
(enjoy the countrySide), the cooking
Current trends: visitors also want more activities in their holidays, to visit areas
that are not tourist resorts, want better services - accommodation in
Future developments: project to develop sustainable tourism in south of Italy;
a new hotel grading system; Jooking at transport, tourist routes; ways to
protect the environment and regional way of life while promoting tourism.
Writi ng 2
Suggested answer:
Sicily receives many visitors from the- Italian mainland as well as from the
rest of Europe, There are also a fair number of visitors from the United
States of America and Japan.
;-he reasons for Sici ly's popularity are many and they include:
the beaches and fine weather
the diverse cultural heritage, comprising bUildings from Greek times up to
the present day
the fine countryside
Sicilian cuisine
Changing tourist demands
Tourists are now demanding better services, especially accommodation.
They are also becoming more activity conscious and increasingly want to
visit non-tourist resorts.
Govemment projects
Sicily is now working with the European Union on a project to develop and
promote sustainable tourism in southern Italy. As part of this project tourist
officials will:
develop hotel-grading criteria
look at the transport infrastructure, taking into account the main tourist
look carefully at the protected areas
Sicily wants to develop the potential of protected areas, promote the island
internationally but at the same time maintain the regional way of life.
5 Travel Agents
Language Focus
a Can you tell me where the station is?; b Do you know if there are any cheap
fl ights to Florida?; ( Please could you fill in this form?; d Do you mind if I ask
you some questions?; e Would you mind waiting until a clerk is free?; f Can
you show me where the winter-sun brochures are?: g I would like to know
when the next train leaves; h Could you teU me how much you wish to spend?
a Can you tell me when you want to go?; b Do you know how many people
~ there are in your group?; ( Can you tell me how you are paying?; d Would
-..J you mind repeati ng that?; e Do you mind if I check the details?; f Could you
please sptll that for me?; g Can you give me a deposit?; h Would you mind
filling in this form?
3 C: I'd like to spend a few days in Rome.
TC: Can you tell me when you would li ke to g07
C: Next month, sometime after the 15th.
TC: Fine. And could you tell me how long you will be staying?
C: It depends on the price but preferably for four nights.
TC: Well, we have some very good offers at the moment.
Will you be travelling alone?
C: No, with my partner.
TC: Well, if you take this three-night package to the Flora
Hotel it's only 345 per person, for two people sharing a
double room with shower. let me show you the brochure.
TC: You're Engli sh, aren' t you?
C: No, I'm Welsh.
TC So, you've got a Welsh passport, haven't you?
C: No. I've got a British passport.
TC: And your address is 44 Stoneybrook Dri ve, Cardiff, isn't it?
C: No, not exactly. It's 444 Sunny Brook Drive, Cardiff.
TC: And you would like a twi n room with bath, wouldn't you?
C: No, we would like a double room with a shower.
TC You will be staying for three ni ghts, won't you?
C: No, we'll be staying for four nights.
listen to the tape,
Listening 1
Name of cl ient: Mn Pinott;
Hotel: Belvedere, Frascati
Dates: 18-20 October
Number of ni ghts: 3
Room type: 0 Ii1 S 0 shower liZ! bath 0
Price per night: l it. 100,000
Writing 1
Suggested answer:
Dear Mrs Pi notti
Thank you for your telephone enquiry of , ..... ,., .... inst.
In accordance with your instructions we have booked a double room with
shower in your name at the Belvedere Hotel, in Frascati, Italy from the 18th to
20th October inclusive.
Payment by (redit card within 48 hours is required to confirm the booking.
Th ank you for using our agency. We trust that you wi ll enjoy your holiday, If
you should have any further enqui ries please do not hesitate to contact us,
Yours sincerely,
Developing the Topic
Li stening 2
a objective; b sell; c four; d commitment; e relationship; f questioning;
g holiday; h two; i open; j closed; k W; I material; m human; n material;
o Human; p "what"; q What; r priorities; s people; t needs; u place;
v destination; w price; x period; y dates
Reading 1
a presentation; b check; c summarise; d produd; e holiday/hotel bedroom/
product; f facil ities; g features; h facilities; i needs; j all/unnecessary;
k feature; I benefit; m brochure; n commitment; 0 close
Reading 2
a Somewhere cheap wi th sunshine, that is not too quiet.
b Spain or anywhere with lager louts.
Z a - 2.
Z b a - 2;b - 4;c - 1;d - 3.
3 a Spain because it has poor beaches and Portugal because it is too
b Southern Greece or Cyprus
c She suggested they looked in the brochures
d She did not describe the resorts to the clients, nor find out what they
really wanted_ She did not try to sell the holidays.
4 a Turkey: Marmaris and Kusadasi; Greece". Sidari, Ipsos, Oassia on Coriu
She analysed other resorts on the Greek islands
b She used the brochures to indicate the resort descriptions, analyse the
resorts, to check prices, location and weather details.
c Prices, location and weather details.
d Enthusiasm, efficiency, a good selling technique. She was
knowledgeable and took time and effort to find the ri ght holiday.
S a They ignored the clients' request for somewhere other than Spain and
they did not use the brochures intell igently.
b listen to the clients. Ask questions to find out what the client really
wants before trying to sell a holiday.
Vocabul ary
a well-chosen; b family-orientated; c well-stocked; d well-designed
well-designed. accessible, comprehensi ve, excellent
Writing 2
Suggested answer:
scrt ;;.f nolid<ay and n ,scrt you for ?
Ithen would you li ke to travel and frorn whi<.:h uirp;;or t?
Could you t ll IOe ... hat typo:: <lnd of 3ccoITIII'.odl t i on you
arc 106:ir,g for, and, if a\>propci; , t<l', lin"" to thp. city
centn' or ,;<'a- front you would l ike t o be- ",
,!il at {Hice range fi r!! you interc::; t cd in?
If yo u r!'quit'!' fift y "r"c.i .} l t v:ilitic5 (e . g . f or
a:cOO"II1lodlt i (lr1 , etr") , 1i 1 .. lIill' c ou l d YO'.I I f't. me know"
We lock for ....J.rd t o receiving ..,."o" r reply "' 0 t/l.) t we elln llfO'::<"S S
your .mel s ug'jest it r e,)or t ;lnr! l,otl:!l.

Review 1: Units 1- 5
Language Review
1 Types of Holiday
a Paul met Belinda on his three-week holiday
b Our brochure only features five-star hotels
c Two-centre package holidays are becoming increasingly popular.
d He went on a f our-hour train journey to Paris.
e It's only a two-minute walk to the nearest bank.
2 accommodation guide, capital city, city accommodation, city centre, city tour,
guidebook, hand luggage, holiday accommodation, family holiday, family
sports, luggage locker, sports centre, sports locker, sports tour, tour guide,
wat er sports, holiday centre
2 A Career in Tourism
a had; b remember; c was; d was always reminding; e have worked;
f have found; g began; h am; i am ordering; j am interviewing/wi ll be
intervi ewing
3 Trends in Tourism
a have travelled; b have travelled; chad; d went; e travelled; f began;
g was; h resulted; i have meant; j have begun
4 Where People Go
a Incorrect: Have you been to the Cezanne exhibition at the Tate Gallery.
b Incorred: Package holidays to the ski resorts of North America are
becoming more popular.
c Incorred: The seven-day t our Europe included Innsbruck,
Vienna and Venice.
d Corred.
e Incorrect: +!:Ie Buckingham Palace is open to visitors in August.
Z As the third hottest British summer on record appears likely to conti nue, the
rush abroad has reached record proportions this year. Almost ten million
holidays have already been sold f or this summer and the remaining 850,000
are leaving the shelves at such a rate that holiday companies no longer have
to tempt customers with the kind of price cuts they needed last year.
S Travel Agents
A: Good morning. Would you like some help or are you just looking?
B: Yes pl ease. r was wondering if you had any holiday brochures for Italy?
A: Certainly. Where were you conSidering going? Do you prefer a seaside
or a cultural holiday?
B: Well a little of both reall y. Can you suggest somewhere where it
would be poSSible to take short excursions to pl2.ces of interest?
A: With pleasure. Do you have any preference 2S to the area in Italy?
a. Could you tell me; b When did/ do you w2.nt; c isn"t it;
d What kind of accommodation did you have; e wou!d you prefer
6 Tour Operators
a. It's; b we're; c we've; d have; e haven't; f they had; g peseta's; h can't;
i pound'lI; j We"ve; k they' re; I we're; m We've
2 a The south of the island (island's) really suffered from the high-rise
building boom of the 60s.
b Now, there afe (there're) plans in the pipeline to improve these properties.
(Both forms are acceptable here.)
c In the north we (we've) insisted on more sympathetic development,
and there you wiU (you' ll ) find the exclusive hideaway villas.
d But in the south we must develop a programme of refurbishment and
e In particular we have to insist that t our operators do (don't) organise
pub crawl s.
Language focus
a You will be escorted to your hotels
b Three days a week are spent meeting arrivals
c Overbooking problems have been created by the hoteliers
d The number of holidays sold should not be affected by the fall in the
value of the peseta.
e We were not offered a welcome drink
f All lager louts are arrested.
Writing 1
a what will happen/will be happening; b wi ll be met; c dri ven; d will be living;
e will follow; f will be introduced; g briefed; h will be shown; i will be taken;
j are going to take/will be taking; k will be; I will be given; m are all looking
Developing the Topic
A - 3; B - 6: C - 2; D - 5; E - 4; F - 1
a-4; b-2; c - 4; d-1
Vocabulary 1
1 a;2c;3b;4b;5c
Listening 1
a F: Some holidays were sold cheaper: there were a couple of weeks of
highly selective discounting.
b F: There was talk that 3 million might/were going to be.
e T
d F: 2 per cent less will be sold (2 per cent below last year's figure.)
e T
f F: They tried to sell 1995 holidays before people had taken their 1994
holiday: they were trying to sell this year's holiday to people who hadn't
yet taken last year's
g T
h F: 70 per cent of the u-ade is in the hands of the three top operators.
Vocabulary 2
to stick to prices = to maintain prices, not to change them
to discount fares = to take a percentage off prices (e.g. 5 per cent)
to plummet (of prices) = to fall sharply and suddenly
to boost sales = to force an increase (in sales)
to cut (prices) = to lower (prices)
to sit tight = to wait without doing anything
to push up = to force an increase (in something)
to pass on = to ask the customer to pay for your increased costs
Listening 2
1. PATIERNS OF SALES: British buy summer holidays later in the year. 35 per
cent buy a package holiday.
2. NUMBER OF SALES: Had predicted a 5 per cent growth. Sales probably down
2 per cent on last year"s figure (9.5m).
3. UNSOLD HOLIDAYS: 3 mil lion package hol idays rumoured to be sold off at
half price in MaylJune. Now 2.2 million unsold. Most wilJ'be sold, but there
will be some discounting
4. THE INDUSTRY' S CONCERNS: Fear of discounting too early as this will
encourage the public to wait longer to book. Too early a launch of next
season's brochures. Overseas hoteliers pushing up accommodation cost s
(accommodation prices rising at 3 times the rate of UK inflation).
5. LIKELY OUTCOMES: Higher prices for holidays. Need to cut services to
maintain cheaper prices.

Writing 2
Suggested answer:
Patterns of sales of package holidays
It is estimated that approximately 35 per cent of fami lies now take
package: holidays.
Howe their buying patterns have changed. They now purchas.e a holiday
much later in the year.
This results in tour opuators holding holidays unsold till the end of the
season, which leads to speculati on about the of di5Counting
operators will need to offer sell thei r holidays.
Number of sales
Early predictions forecast a 5 per cent capacity o:]rowth in the Mumper of
holidays 50Id t his year.
At the present time, it is admitted that sales may be 2 per cent below
last year's 9.5 million figure.
Unsold holidays .
There are an estimated 2.2 mi lilon un50ld package holidays for the rest
of the season.
In order to sell thee;e holid.aye; the operatore; have a choice of waiting,
di5counting or capacity.
There is a fear that too early a launch of next year's brochure5 wi ll deur
people from buyi ng this year's holidaY5.
The cost of accommodation i5 ri5ing t hree time5 85 fa5t 85 the UK
Li kely outcomes
Holiday price5 are likely to ri5oe.
Tour operator5 will be cutting 5uvice5 in order to maintain prices and
offer cheaper holidaY5.
7 Promoting a Destination
Vocabulary 1
1 poster; 2 brochure; 3 leaflet; 4 flyer; 5 catalogue
2 a- 5; b -4;c- 1;d-2;e-3

Language Focus
a are you doing; b will you be/a re you going to be; c am leaving/leave;
d am arri ving/arri ve; e are you going to do/will you do; f am touring;
g am staying; h will you be abl e/are you able; i will do/ are doing; j get;
k leaves; I am staying; m am; n will have to; 0 will definitely go; pam; q Wi ll
you be; r will have finished/finishes; s arrive; t was/were going
Compare with the tape.
Vocabulary 2
a best-kept; b distinct/ real; c unique/ old-world/quaintlfriendly;
d stern/dramaticlvivid/elegant; e bustling/busy; f freshly brewed/fresh;
g animated/lively; h interesting: i fair/noble/ beautiful;
j dramatic/picturesque/impressive; k resident/frightening/ friendly/amusing;
I delicious/ tasty; m intimate
proved proven
keep retain
mi xes
tell s
pay tribute to
to suit
Writing 1
Suggested answer'
have come
see briefly
go to
take time
have emanated
catch a glimpse of
Hotel Dunloe Castle is ideal for your perfect golfing holiday. Situated in rolling
parkland, the hotel provides all nature-lovers with a relaxing break. Stroll
through luxuriant gardens which reflect Ireland's fairy-tale magic and marvel
at a renowned botanical collection which has won many/international awards.
Enjoy the superb facilities, including indoor tennis, a 50 metre swimming pool,
excellent riding and private fishing. The hotel itself is luxuriously furnished. Sip
a typical Irish drink in our cosy bar or sample the restaurant's lavish cuisine.
Developing the Topic
Vocabulary 3
1 and 2
1 golf: tee, swing, iron. green, fairway, dub
2 angli ng/fishing: reel, line, jetty, coarse, bait
3 cooking: stew, ingredients, hors d'oeuvre, entree, dessert
4 cruising/boati ng: tow rope, lock, jetty
5 cycl ing: ride, pedal, panniers, handlebars, crossbar
6 cricket: bat, wicket, dub, pads, match
a As a result of seeing the West Indian cricket team on television, the British
public became interested in the West Indies as a touri st destination.
b The West Indian cricket team is wearing the Sandals logo on their shirts.
Sandals have also spent 2.5 million on sponsorship.
c They hope to encourage the upmarket (cricket-loving) British
holidaymaker to go to the West Indies and a Sandals hotel.
d Upmarket i.e. profesSional people (people with style).
e It would appear to be in the upmarket packages: Thomson has sold more
holidays and much of the increase has been in the costlier all-inclusives,
but only 23 per cent of British Airway's Holidays increased bookings
required an upgrade.
Germans do not play cricket.
g When England went to play the West Indies, the West Indies became a
popular destination. This winter they go to South Africa and so perhaps
they will make this a popular destination too.
a as both a domestic and an
international destination
b weekend breaks
day trips
office parties
leisure pursuits: golfing.
angling. cyding
C independent travellers
d professional classes
e journals, glossy magazines,
quality papers
horse-riding, golfing events
angling, game fairs, WT fair
appear on travel shows on TV
f human interest Ireland: the life,
fashionability: film star retreats
simple life: healthy acti vities
film industry
good food
Suggested answer:
as an international destination
10 day+ holidays
meet people/see village life
study tours (archaeological, music)
outdoor pursuits: walking,
cruising, cycling
package hol idaymakers
English speakers/ professional classes
journals/ speCialist magazines
trade fairs (caravan and boat,
holiday fai r. coach operators' fair,
boat show)
romantic castles
human interest
Ireland: the life, vill ages
fashionability: film star retreats
simple life: healthy activities
Promotion of Ireland as a tourist destination in the UK and in Germany
Rl:port for ...................... Tourist Board
In both tht; Irim Tourist Board targets the A, Band CI
advertising in journah, newspapers and m<l guines . In Germany the: Board
ad,;ertiS('.$ in spe:l;ali st m<lga7.ines whe-reas in Britai n it tends to in glossy
upmarket maga7.inC$ and quali ty newspapers.
In Britain the Board attends sporting wh(;re there may be interest
in Ird and, especially as a venue for a particular pUl'5ui t, e.g. golfing or horse-
In Germany the Bou d hiS a stand at the major hoat shows. It also attends
coach operators' fair. In Britain it has at and game fairs and abo at
the ,,",'orld Travel Market fair.
In Britain the Board ensures that Ireland is featured in all of the travel
programmes currentl y running on British tel e\'ision, as this good fr ee publicity.
The Board encourages journalists from both countri es to tra" cl around lrebnd
and promote the country in the travel of puhlications (300 British
journalists and 80-90 Gennan joumalists thi s year).
The Board the romantic, fairy-talc image of Ireland to the GermUL
market. To both secton the), slrCM Ireland'!l human interest - the qui et fri endly
,'illage li fe which 5till exi sts there. It also promQtc$ the f<lwioll.wilit)' of the
country, now a fa\'ourite retreat for film stars. For both Britain and Germany,
Ireland is promoted a;!I somewhere to fincl the simple life, offering good fOIXj and
healthy outdoor act ivities.
8 Responsible Tourism
a million tourists; b now spend their; c tourist threat to; d feeding them;
e bound to frighten them; f need to control
2 a They think bettet..economisalternative than killing them.
b BlA they permitevenin&"a5 trips.
C result, the thei r young.
d If whalet,are to survive this, then governments have to draw_up strid

Compare with the tape.
Vocabulary 1
1 and 2 a tourist receipts; b maintenance costs; c commodity prices;
d labour costs; e occupancy rates

3 a foreign ownership; b indigenous communities; c global economy;
d competitive fares; e metropolitan countries; f economic opportunities
Language Focus
a threatened; b suggested; c reminds; d urged/persuaded/told/ordered;
e warned; f denied; g invited; h claims/states/believes
2 a claimed/ stated; b explained; c urging; d believeslstateslclaims/insists;
e persuade; f implies; g urge/ask; h states/claims;
I claims/states/insi sts/ maintains; j admits; k demands; I maintains
Developing the Topic
a They objected to the new fish quotas which they felt were far too low.
b Sea cucumbers were being taken from the sea bed, illegally processed, and
sold to the Far East.
If the rare plants and wi ldlife are destroyed, people will not want to visit the
area and 50 the tour operators will lose money.
d Native species have no protection against animals such as cats and dogs that
hunt for food; they can't compete with animals such as pigs, etc. in the search
for food; Imported snakes destroy the eggs in bi rd colonies; imported plants
choke the land.
e They arrive on the daily flights and in crates of vegetables.
They have prohibited the issuing of new tourism licences, have promised
patrol boats and aircraft, and are looking at ways of imposing a quarantine on
the islands. Visitors are issued with rubbish bags and encouraged to check the
soles of their shoes for seeds.
g They fear that tourism is growing too fast and that some tour operators are
Side-stepping the regulations by putting too many people on their boats.
h They would like the majority of the park: entry fees to be reinvested in the
Vocabulary 2
a archipelago; b conservationist, ecologists, zoologists; c predators;
d ecosystem; e banned; f devastating; g entry fee.
2 animal life: species, habitat, birds, seabirds, bird colonies, egg stocks, sea
cucumber (not a vegetable!>, fish, giant tortoise, iguanas, cats, dogs, pigs,
donkeys, horses, cattle, predator, mosquito, snake, insects
pl ant li fe: species, habitat, quinine tree, timber, seeds, vegetables
Who goes: the ecologically minded: all who enjoy ecologically sound holidays,
the middle- aged (balding and overweight); and even the unfit.
Shopping: concerned to buy only ecologically friendly goods; ask where
everything comes from; can't buy crocodile bags; leather could come from an
endangered species
Boat: small with modern comforts
Crew: sail boat; help land passengers from dinghies to land-side; help with
jungle walks
Excursions: daily jungle walks: to see fauna, flora and bird-watch
l ocal peoples:
Amerindians: Choeo tribe from Darien jungle: men make music; women sell
carved ornaments in rosewood and ivory, also baskets
Cuna on Acuatupa make clothes called molas. Do trade in having photos taken.
1t=l Writi ng
Suggested answer:
infonnation for travell ers to India
During the day temperatures are high and so for comfort we recommend
lightweight cotton clothing in preference to synthetic fabrics. Early morning
and after sunset can be cold, so you will need a jacket and woollen sweater
or cardigan. Although it is usual to change for dinner, smart casual wear is
acceptable.even in the best hotels, so a jacket and tie are optional.
When sightseeing you will find that there are many steps and uneven
cobbled streets and you will find a pair of fl at sturdy walking shoes
Suitable clothing should be worn when entering temples and other religious
buildings. Visitors may not be permitted entrance if they are wearing shorts
or have bare shoulders. Women are advised to wear clothes which cover
both their shoulders and their knees - either skirts or trousers.
It is not permitted to walk through temples or mosques wearing shoes, and
occasionally bags and belts must also be left at the entrance. Canvas
overshoes are usually provided, for which a small tip of about 5 rupees is
9 Transport
Vocabulary 1
I a make out; b cut down on; c worked out, d sets off;
e missed out on; f called off; g put off; h hang around; i pick up; j look up;
k put (them) up; I hung up; m call up; n sorted out; a cut off
2 a call ed in at; b looked up/sorted out; c miss out on; d cut down on; e put her
up; f look up; g called up; h setting off; i picki ng her up; j hang around;
k draw up; I sorted out; m cut off; n rang off/hung up; 0 looking forward
Language Focus
a It's easy to get around New York on the subway.
b She jumped at the chance to work as a tour guide.
c The bus broke down in the middle of the high street.
d The cashier worked out the bill.
e It's a tour rep's responsibility to look after the guests.
f At the airport the tour reps pick up the guests.
g She drew up the itinerary.
h Her uncle put her up for a few nights.
a travelling to Warsaw; b the owner of the/causing an obstruction; c regret to
announce/has been diverted to; d should proceed at once to; e the last call for
b You'll be staying)n the luxury Nova Hotel i n the malA_square.
c Tonightaftef dinner there'll be a welcomiOflreception with drinki,antl
canapei,tn the bar at 9.30.
d lf2..a moment til come round anti give you particulari,of aUf
e Anti during the reception I'll tall. briefly about them ane take bookings.
f If you should have any problemi,or questions please don'thesi tate to ask
me. 1'lLalways be available in the reception frOM 9 to 1Q..every day.
Vocabulary 2
1 images; 2 hands; 3 style; 4 cry; 5 entertainment; 6 good; 7 effort; 8 spare;
9 hand; 10 far. 11 walk; 12 dine; 13 time; 14 soak; 15 stuff.
Developing the Topic
VocabuJary 3
Check this with your teacher.
a T
b F: 24,000 in twenty-six weeks
c F They must be prepared to change their plans.
d F: It helps them work out changes in the plan.
e F: It is more efficient in direct costs but also in overall costs to the airline.
a Thomson; c summer brochure launches; d crews; e operating hour\; f record
all information; g feasibility; h profitability; j SIT A; k Slots Allocation
a empty; b window; c middle; d middle; e emergency eKits; f aisle;
g three-; h dose; i emergency exit; j bulkhead; k last; I smoki ng
________________________________________ -,
To: All counter staff
Re: Suitabi l ity of seats on aircraft
Families with two children will be more comfortable in the middle roW); wilh four
seats, where parents can on either side of their children and the children can get
a good view of the movie screen.
Advise these passengers nO( to sit in the seats immediately in fronl of the smoki ng
section. Remember that the fmnl non-smoking section of econom}' is directly
behind the smoking section of business daM.
Disabled passengers
Remember that only the able-bodied will be allowed to sit near the emergency
exits. Disabled passengers may be more comfonable in aisle sealS.
Wi ndow seats
Pas!Oengers who wish to get some rt are unlikely to be disturbed in these. The
side panel can be used as a head support 10 enable them to sleep.
Aisle seats
These give greater leg room so are more suitable for lall people.
10 Customer Relations
Vocabulary 1
clever, efficient, honest, motivated, sensible, thoughtful. trustworthy. These
imply you do not approve: ambitious, sensitive, shrewd, zealous, timid. These
imply you do not want to be: lazy, helpless, disorganised.
2 well-behaved, well -mannered, well -organised, well-intentioned ,
self-confident, , self-possessed, self-assured, self-rel iant
Language Focus
a making; b to learn; c to appear; d waiting; e to bus; f to lose; glistening;
h blaming: i needing; j bothering; k to reply; I blaming; m accusing;
n not caring; 0 increasing; p urging; q to take; r to ask; s to spoil;
t to protest; LI to remain; v to be treated
Ex ected/r uired
quiet, relaxing holiday
a sea view
children to sleep at night
Ha ened/received
a view of the courtyard, pool and bar
kept awake at night
a We'd asked for an apartment with a but were given one wit h a

b The children needed to at night but they were kept awake by the
c We asked for fQQ but t hey only offered a mere .f1QQ,
Compare with the tape.
W riting 1
1f:1 Suggest ed answer:
Dear Hopper
Thank you for your l etter of 7th December.
We are sorry to hear that you and your husband did nOI enjoy your recent Golden
Group hol iday in Tun i sia and apol ogise if the tour rep' s behaviour was
inappropriate. We assure you that this behavi our is nOl the kind we nonnally tol erate
and we will be l ooki ng into the allegation fuJl y and taking any ncceKSaI)' action.
We would, however, like to draw your attention to the fact that all our reps are
highly trained, whate\'er their age. and that we do not specify how ul d they are in
our brochures,
As to the speci al enlert.,inmenl package that you requested, we do el plain in the
brochure that this package i s only run when there arc a minimum of eight guests
requesting i t on anyone lOur. As you yoursel f mention, i n your there .....ere onl y
four people. yourschcs and two Therefore the rep was qui te correct 10 Ie 11
you thai Ihi s woul d nOI be possible and Ihal we would be unable 10 cover the
expense of a change of hotel.
As a goodwill gesture we enclose four for day trips to Paris and Brussels
so l.h;tt you C.ln appreci ale our nonnal rulth sL.1ndard of servi ce for YOUNelve:s.
Yours sincertl y.
Customer Relal ions Clerk
Developing the Topic
Reading 1
a To save up enough money to go on holiday.
b The staff t raining programme was not good enough.
c She contacted Jane's supervisor.
d Jane was told off/disciplined and the company apologised to ABC t raveL
e Jane showed no interest in his request and put the receiver down before
t he call was completely fi ni shed.
f That Ridgeway Tours was an unreliable firm.
g Inter-World Travel would never use Ridgeway Tours in the fut ure.
Vocabul ary 2
a inadequate; b indifferent ; c inexperi enced; d rude
a take-it -or-Ieave-i t; b a ticking off
Li stening
J a-6; b-4;c - 2;d-1; e- 3; f-5
2 a It gives a good first impressi on; it will encourage customers to come into
the shop and approach you.
b So that t hey know that we are listening.
c Admit that you don't know but say t hat you will find out.
d Someone who does a good job and something more than t he customer
Reading 2
Alison, because the customer did not expect a call before twelve o'clock but
received an answer j ust before eleven - an hour earl y.
V ocabul ary 3
a offhand; b underhand; c by hand; d to hand; e in hand; f on hand
Writing 2
Suggested answer:
Giving a !l004 impression
2 G:vt: the: to bt-QlWe you offer to help.
3 Be aware of your body lanoauaae:
Alw.lYs maint.::Ji n t::ye cont .a:::t it. 5h0W5 t.hat you are li5ter,in<3.
Lean forward !!(l the client k.r,QWii that )'OU are concentrating on wt 15
bt'i "9 slIid..
Do not le3n bacl:::w3rd5 a& are no longer
Do not iidqet.
4 Al wlIYS listen carefuUy and if poe9ib!e t8ke to reter bll ck to.
5 n ycur cliertte' ccnfiDentialit.y: t.all:: about clients in frol'lt of
other client5.
6 Be loyal to the do not blame other !otaff for
7 Be acGurate; if you dc:: nC know the: ar.s to II ,\lJeetion, admit it and oHer
to find out.
e Tell t he client v.+-.en you 'Nill have coIle::: u.:I aU the required Information or
complet.ed the tran5.aetiot'l sr.,;! how aM when you .....;11 cont act himfner.
9 when !Stating when a cuetcrner can mtpt::::t to hear from you.
10 Cany OJt your promisee with:n the 5t3u.:1 time limit .
11 th;r:. a customer wiil remember you if you proauce the
inf onnatior. early and 3nrw:;eO if you proJuce it late.
Review 2: Units 6-10
Language Review
6 T our Op er at or s
a The landing of SA 456 was delayed (by air traffic control).
b The reps insped aU the hotels weekly.
c The local council has banned pub crawls.
d Tourists are taken to their hotels in coaches/by coach.
e Tour operators sold 9.5 million holi days last year.
a Correct
b Incorrect: Versailles and Fontainebleau are visited by many people every
year.(OK) but : Many people vi si t Versailles and Fontainebleau every year
(more natural).
c Correct
d Incooect: All rates are negotiated between the tour operatOfS and the hotelier.
e Incorrect: The guest was offered alternative accommodation last night.
7 Pro mo ting a D estinatio n
a - 2; b - 2; c - 1; d - 3; e - 1
a is opening/will open; b is going to faint; c wilt have been standing;
d wi ll be giving; e will have achieved
8 Responsible Tourism
a The young American invited the tour guide to join them for a coffee.
b The chambermaid denied taking the old lady's bag.
The check- in clerk confirmed that the (customer's) plane lefUwasleaving at
4.55 the next morning
d Mr Gold ordered/demanded a large brandy.
e The travel agent advi sed us to take out travel insurance before we left.
f She warned them/us against changing/not to change money in the street.
g He agreed/concurred.
h She persuaded me to go to the party.
He inqui red if they had a restaurant.
The angry guests threatened to leave the hotel if they did not give t hem a
quieter roomlif they were not g iven a quieter room.
9 Transport
a We have looked at them.
b We have speeded them up.
c We have taken it into account.
d I came across it.
e They put it into operation.
a The management lays down the conditions of work for the employees.
b The planning manager can get on with scheduling the flights.
c LGW stands for London Gatwick
d Just let me work out t he bill .
e I have been saving up for t he tri p since last year.
10 Customer Rel ati on s
a The guest remembers losi ng his wal let last night
b The manager stopped working when the visi tor arrived.
c I regret to inform al l dients tha.t the restaurant will be closed for
refurbishment until f urther notice.
d The tour guide warned everyone in t he party to take care on t he ct iffs.
e The chambermaid admi tted taking the necklace from the room.
a to li ve up; b offering; c to admit: d trying; e to pay
11 Hotel Facilities
Language Focus
a Visit Colmar with its numerous haJf-t imbered, medieval houses.
b Stay at this outstanding luxury country- house hotel.
c The chalet is in an unspoiled Swiss village resort .
d The restaurant offers a varied international table d'hllte menu.
e On arrival all guests are given a dark star-shaped Belgian chocolate.
At t he Majestic they have four luxurious j unior suites.
g All staff will be issued with new blue-and-white cotton uniforms.
h In the dini ng room there is a priceless fifteenth-century Venetian chandelier.
2 self-service restaurant; old-world charm; direct-dial telephone;
centrally-heated room; hand-made shoes; well-dressed woman; tow-season
rates; half-board accommodation; built-i n cupboard; invi tation-only party
J Suggested answer
This luxurious double room is decorated and fumrshed 10 the highest The
centrepiece is the grand late seventeenth-century four-poster bed lit by an ornate
Bohemian crystAl chandelier. Should you fancy writing a letter there is a small leather-
topped desk, with a Venetian candelabra. An original sixteenth-century oil painting hangs
OIl the wall To complete the room, there is an elegant Queen Anne armchair.
Spcechwor k
a low rise; b purpose-bJ.illt; C .l.!; d e ill- price
Li st en to t he tape.
Vocabul ary 1
a bride and groom; b whisky and soda; c jacket and tie; d Wine and dine;
e male and female; f length and breadth; g bread and butter; h hard and fast;
i spiCk and span; j black and whi t e: k safe and sound; I milk and sugar
..., Suggested answer"
________________________ -,

Dear Ms Bowen-Lyons
Re : Reservation for 17-2 1 Fehruary
Thank you for your kner of 16th January inst. where you requeSt two
adjoining !leo nior suit es for your di ent for fi ve ni ghls from 17 February to 21
Fehruary inclusi \c.
We are pleased to be able to offer two wi th half board for the
requested at 950 SwF per night. All our senior suites are on the hlp fl uor
and o'o'erlook Ihe ski slopes. We will do our utmOSIIO that the two suites
arc adjoining. Hm.;e'ier, we must poi nt out th:!! during these all our ot her
senior suites will al so be occupied.
As your do not wish to take advantllgc of our hotd we can arrange
with the IlM.:allimousine car seryice to collect them from the railway station
when we have connrrnati un of their time of aIT!V3!. Howevcr, the contract will
be with thc (;ar servi(;e and not with the hotel and therefore your client will be
required to settle directl y with the limousine sen.icc on arrival.
Our ski desk will arrange all paragliding and snow-boarding sessions with your
dient s on arri val so that they will have the greatest fl exibility when organising
their schedules. The ski desk can also issue lift passes for the fi,'e days at 172
SwF per pef$on. There is a slight redun.i on for chi ld passes, th;]t is chil dren
under 14 of age.
We requi re confinnation of the'booking within 48 hours and credit card
paniculars to reserve the rooms. In the event of a no-show the client will be
charged a(;commo(l.1ti on for the fist ni ght.
We encl ose 10 copies of our new brochure, a.s requested.
We look forward to welcoming your cl ient to Da\'os in the near future and
trust that we will soon be able \0 be of to you again.
With all beSt wishes
Yours sincerely,
Reservations Manager, Majestic Hold
Developing the Topic
a 1927; b Hotel Steiner; c eleven months; d 70; e To keep overheads down;
f Through the Austria Hotel central reservations service;
g On the edge of the pedestri anised centre; h Czech
Guests mainl y want better service
Faciliti es or services guests believe to be important:
solving of proble:m" , staff reeular ,!ue5t5, l:>e'fli)
we!Gomdigreetea by ru;cption, of pre.y-nt level of
commur,icatbt15, in r,o-smoking rooms
Faci lities or services guests dislike:
attito.xlc: of :ot aff, bein;J m.a.:k to pay a d!:P:J5it. for use of fa0having t o wait
whil e room was checked bebre deposi"!; retumed, lack of
umta::;t/i!'la\;>ility of rec.erruo:'l to you
The type of improvements business t ravellers are uninterested in:
environmental ini'tiati vt5: e.g. fewer to;]c:trie5, checking in .;ind out with smart
The changes or developments taking place or likely t o t ake place in the
hotel trade:
televi,,'on ccnscle to Uecome c.!:nt ral f ocus f or c.ommunieZl tiofls, entert.:l ifllTlCnt
and interactive t.c:chtlol::l<!y, chec( -i n lI 5in,! crulit cards with eompuT!:ri5ed room
and charcards, automEtul reY-rv.ation5 syst.ems, automatc:J ehuk-in
and e"ed -out, Eutomatui room l:>ede to convert t.o couches, hotel
room t1 h::oome "n cffi:;:.e-away-from-tJu.:-offi ce, more built-in stat!Otl5 with
f%'wer point:5 a:1d gO:Jd lightin,!
Vocabulary 2
a empower; b emphasised; censure; d enabled; e emerged
a enlarge; b embark; c enclose; d enliven; e enrich
12 Selecting Locations
Language Focus 1
a although; b therefore; c whereas; d thus; e however
a but; b However; c first ; d secondly; e Furthermore
a miniature; b slight; c compact; d minute
a I regret the inconvenience my action may have caused you.
b The breakdown of figures ill ustrates the percentage growth in each
sedor of the hotel market
c We would appreciate payment of your bill by retum.
d On writing this report we have taken i nto consideration your reqUirements
for a site within close proximity of a metropol itan area.
e There has been a radical improvement in the standards of service in a
substantial number of hotel s.
lrel lel l
locati on
Developing the Topic
a li ve wi thi n a three-hour journey of the attraction; b domestic, international.
three hour radius; c something in common; d taken a coach trip; e enough
people will come; f large enough; g road infrastructure; h asset , desti nat ion; i
create the destination; j weather is too hot
Language Focus 2
a However; b besides; c Therefore; d but/however; e in addition to; f As a result
Suggested answer'
Report for Themes Galore on Fl oriana and Produtia
as potential sHes for the new theme park
The site is located on the eO; of this idylli c island.
The resident population of {he whole island only amount s to some
3, 000 inhabi tants. TIlese are scattered along the in small h:"lmJets.
Cummuni cation and transport between the hamlets is mainly by W:'l ter as there
arc few
o Road travel i.s sluw and arduous.
o As a JesuIt fewer than 500 IQ(;als ar;; withi n the three-hour j ourney radius.
o At present there arc no hotels on the island.
o F;;w international visitor'! visit the island.
o There is onl y one ferry service a week connecting the island with the Indian
mainland. Thi s is used for cargo transportation.
o The site is dose (less th;1Il 75 km) to two 13rge industrial cities: Milltown
and Ironton.
o Both ci ties have ti ne museums of the industri al art gall eries and
old huildings.
o Thert: are several hotels, not only in the towns but also in the surrounding
o There i!i already a good network of major roads and motorways to the proposed
o To the routh of the site the area is one of natural bc3uty. It is a popular
international touri st destination in summer.
o Many domestic and intemati onal touris ts dri,'c southwards in summer for
their holidays.
o touri sts would virtually pass the entrance to the theme park.
o Fl oriana would be an unsuitahle location as 100 few people live wi thin the area
or visit it.
o The site in Produtia, though in not a beauty spot, is within range of the
popular holiday de.stination of Summers\'iIl e. There are suffici ent hotels and
hol iday accommodati on within the penetration area, which is surrounded by a
large resident populati on.
o There is no other theme park within the catchment area.
o There is ;tlready an e"cdlent of road net",,orks.
o There would be suffi cient numbers of "isitors h.J support the theme park and
make it viable.
Rec:ommend:l. lions
o The site at Produtia would be a suitable location for the theme park
a Kyoto
b 8 storeys
c For donating 40 per cent of the site to create a garden.
d Capital of capitals.
e Palaces, castles, shrines, temples and gardens
f It must be very noisy and very busy with thousands of tourists there.
g The rail way station.
13 Things to Do
Vocabulary 1
Check this with your teacher.
Lane I is London's I Sunday market ; !land is held in I
Middlesex Street, I .l..2.o..Q.Qn East, 1 I from.2 a.m. to 2. p.m. I and sell s
and goods. II I is the old market I in
Commercial Street , I London LllU. II This market I is si tuated on
the.s.[k I of London's f ruit and vegetable market. lilt's near
Street underground station. li lt' s open I throughout the I selling
of I craft goods II but the I to Yi.s.i..t it I is / when it' s
to I London' s 2.!!ly. organic food market. II 93
2 Compare with the tape and the tapescript (page 84).
Language Focus 1
a If you go by bus, it'll only take you a few minutes.
b In the event of an accident. the alarm will sound.
c If the lift doors refuse to open, please press the button.
d Students are allowed into the museum at reduced rates provided that they
have a valid students' card.
e Children are permitted in the bar on (the) condi tion that they do not disturb
the other guests.
Cheques are not accepted unless they are accompanied by a cheque
guarantee card.
g If you become separated from the tour, please make your way to the coach
pick-up point.
h If you have completed the registration form, I will give you the key.
You can go to the Savoy for dinner as long as you are not wearing jeans. ~ 2
a If you became the managing director of Forte hotels, what would you do?
If you were to become the managing director.
b If I lost a guest on an excursion, I would ring the hotel.
If I were to lose a guest .'
c If you had a car, you could drive across Europe.
d They would/could earn more money if they worked longer hours
e Sophia would tell day-trippers about the funfai r if she knew where it was.
Listening 1
Places mentioned: Reichstag, Brandenburg Gate, Museum Isl and, Tiergarten,
Victory Column, House of Culture. Congress Hal l, Unter den linden, Opera
House, Alexanderplatz
He advises buying a 24-hour pass as it is cheaper.
Writing 1
Check with your teacher.
Developing the Topic
Listening 2
a Five.
b At Victoria Station, Heathrow Ai rport. liverpool Street Station, Selfridges
and Waterloo Station.
e Three (English plus two others).
d European
e Communication skills, foreign languages, listening skills, interpersonal
skills, computer skills, knowledge of UK.
Language Focus 2
a absolutely; b reai ly; c very
a really/exceptionally; b absolutely; c perfectly; d slightly; e terribly;
f exceptionally/reall y; g highly
Vocabulary 2
check room
hatcheck girl
first balcony
orchestra seats
cloakroom attendant
upper circle
dress cirde
a - D; b - F; c - H; d-C; e-A; f-E
Writing 2
Suggested answer:
Dear Mr Howard
Thank you for your enquiry.
We recommend first of all that you visit the Jorvik Viking Centre. Jorvik was the
Viking ,name for York and inlhe Centre you travel back a thousand years to see
not only what York was like but also the Viking treasures that were found in the
1973 archaeological dig.
Then you could take your son to OUf National Railway Museum where he can
enjoy the trains and learn about British social history at the same time.
No visit to York is complete without a visit to our Minster which is the largest
medieval cathedral in Northern Europe.
Then, if time permits, drop into the Yorkshire Museum where you can stroll in
the botanical gardens before visiting the museum which houses some of the
finest Roman, Anglo-Saxon, Viking and medieval treasures. Or if you prefer you
might like to visit York Castle Museum which depicts everyday nineteenth-
century BrItish life.
At any time of the year York is a beautiful city and at this time of year in
particular a walk around our city walls is very pleasant.
Finally, to complete your visit to York, shop for traditional British souvenirs in
medieval Stonegate.
I hope that these suggestions will prove helpful. II you should require any
further information please dont hesitate to contact me.
Yours Sincerely,
Tourisllnlormalion Clerk
14 Marketing the Past
Everybody over thi s way. /1' 11 tell you a little bit about what you're going to
see / and then we'll head down to the boat ride. 1/ First of aliI I want to tell
you / that you aU look very beautiful / and handsome / in your white coats. //
You're very distinguished-looking. II
OK. / The falls which are dosest to us here / - these are all the American Falls.
// The American Falls stand / one hundred and eighty-four feet high / and go
one thousand sixty feet across. // If you look at the end of the American Fall s,
/ you'll see a small isl and right past them / and there's the little falls / that're
called the Bridal Veil Falls. II In the evening / they'll shine / two white lights
on it / and the water looks like a bride's vei l / as it's going over. 1/
Compare with the tape.
Writing 1
Suggested answer'
Coach trip to Niagara Falls
on Sunday April 14
Escorted tour to American Falls with boat trip under the Bridal Vei l Fall s to
the Canadian Horseshoe Falls. lunch in Canada.
Dep. 9 a.m.
Return 7 p.m.
TIckets from Maggie in reception.
Language Focus
a In Iron Age times large defensive earthworks, which are now beneath the
castle, were built to protect against invaders.
b The Romans built two lighthouses, one of which still stands today in the
castle grounds.
c St Mary-in-Castra, which is in the castle grounds, is a Saxon church.
d The keep of Dover Castle, which was built in 1180, is one of the most
imposing and impregnable fortresses in Europe.
e The underground tunnels, which were built in the thirteenth century,
were used as air-raid shelters during World War II .
a The group that was due to visit the port this afternoon has cancelled
the trip.
b The port of Dover, which handles about 5 million travellers each year, is the
busiest passenger port in Britain.
c The huge outer harbour, which was built at the beginning of the twentieth
century, is now used in summer by windsurfers and dinghies.
d The custodians who work on the gate need more patience and tact than
the others.
e Peter, whose job it is to run workshops for school children, enjoys hi s work
very much.
The bui lding which stands on the white diffs above the town is Dover
Check this with your teacher
Developing the Topic
a - 3; b - 5; c - 1; e - 6; f - 4; g - 2
d corresponds to none of the speakers.
a - F (this is the place you meet grumpy visitors); b - T; c - T; d - T;
e - F (it is something you can strap a wheelchair to); f - T;
g - F (there is a sense of satisfaction)
Vocabulary 1
g ~ l e y
Middle Ages
chain mai l
20th Century
2 Discuss this with your teacher.
great hall
Wri ting 2
Suggested answer:
In the Middle Ages everyone ate in the Great Hall. The Lord and his Lady sat
at high table_ There were no carpets on the floor but rushes - that's dried
reeds and grasses. E"en the dogs came in to eat what was thrown on the
floor. At night everyone except for the Lord and his fami ly slept in dormitories.
Children did not go to school as you do. Instead the Lord's sons were t rained
to become knights. They learnt to ride and fight, whi le the girls learnt
needlework and how to run a house.
The castle was the centre of local life. The farmers would st ore thei r crops here
against attack from other lords. when an army approached, the drawbridge
would be lowered and the castle would prepare for a siege.
R eading
a They were uninteresting, badly organised, dirty and silent.
b They have become user-friendly, interactive and hands-on.
c They are no longer the centres of conservation and research t hat they once
were. They are also becoming inaccessible to all but the well-off, and only
what is considered popular or can gain sponsorship is displayed.
Vocabulary 2
Victorian: academic, m ,, d.inu, .d.Y.!I, free, .ffiI.!..ili.,
subsidised, unattractive, uninterest ing, authentic, .oo!.d
Modern-day: accessible, attractive, authentic, bright, commercial, eKciting,
hands-on, interactive, lively, realistic, user friendly, welcoming
The underlined words give a negative impression.
The italicised words a positive impression.
Writing 3
Suggested answer:
Come II) K.,nt ... .,]l Hal! in SufTolk :ond see a "orling fartn in actioll.
Only auth.,ntic <"<iuipm.,nl aml proceSSor. u .. U$ctl .
WalCh th .. kit<hen . ulfprepar., f,,<.><l it wu d<>ne in Eli:ulot"'th I's timc:' .
Then enjoy thi s r"od from the farmhou!iC kitchen in the p;u-lour.
Se ent.,ruineU in Iru., Eliu[..,tlun ra.h.ion],y authentic sixtc.'"t"nth.centufY suIT.
!'U IWlds llld hou!'C still" drc.....,d ill puiod rosturn" .
Op"ll dolily throughout Junc l nd July.
Ent rMlC<: : adul u (9.00 dlildren (6.00 tickd HO
15 Business Travel
a cereal; b aisle; c ate; d course; e crews; f fair; g principal; h steak
a We need to all our fruit and vegetables at t his time of the year.
b The Imports were delivered to the warehouse on time.
c Most of our business clients are members of the fre.quent-f lyer programme.
d It is inadvisable to that area of town after dark.
e The flight to Capetown flies over the Sahara
f desert me!" she cried, as the taxi sped away.
g "Please transru my account to your New York branch."
h The !@m.f erwas made by phone.
Language Focus
a will; b should/could/might; c must; d won' t; e could/might; f can' t;
g could/might; h might; i should; j won' t
a The price of business hotel accommodation will defini t ely rise.
b There is little likelihood of their holding the convention in Alaska.
c In all probability they'll ask for a gala dinner on the last night.
d It's almost certain that the businesswomen will require rooms near to the lifts.
e There's hardly any li kelihood that they' ll find a guest speaker at such short
notice.!lt is hardly likely that they'll find a guest speaker at such short notice.
f There is no way we can provide a full table d'h6te dinner at t hat price.
g It's just possible we'll make a profit on our catering this week.
h There are bound to be 300 delegates at the convention.
Writing 1
Suggested answer:

Dear field
The Grande Canyon Hotel opened last month. We are 3 luxury business hotel
set in a landscaped park on the outskirts of Zurich. The site gi\-es the
appearance of seclusion :md solitude but we Me ....ery close to the Zurich St
Gal len motorway interchange and a mere 25 km from the centre of Zurich.
We are able to offer conference faci lities for both residential:md
non-residential conferences, ho .....e\er large o r small your meeting might be.
Each of our conference rooms fully equipped to the highest standard for
your comfort.
Should you require accommodat ion, all our pri\ate rooms are deluxe doubles,
permitting the busy business executi \e space to unwind in and relax after a
heavy day.
We enclose our brochures and standard rates. As you can see our rates are .... ery
competitive and we are always in with our clients their
precise requirements.
Please do not hesitate to contact us for all your conference No
rCijuest is too small.
Sales Assistant
Developing the Topic
a - l; b - 4; c - 2; d - 3; e - 5.
a delegates; b auditorium; c sound-proofed; d acoustics; e closed-ci rcuit;
f syndicate; gaudio-visual; h exhibition
1 of delegate!!
2 Type ofconferenu
.3 Length of st.ay
4- Ti me ofytitr
5 Tr:msport
a ir cor.nect ior:s
r8:[ cor:necuor.s
roa.:J connect ions'
6 Nam6 of payttr
7 The CQ:1ferenu room layout:
informal 5tyie
with desks
lecture theatre style
type: 5yrrdicate room5
b03rd meeting
t.rainir:q session
pOl rkirrg faciNtie5
eqUipment: overhead projector
- Rip charts
!!Iiae projector!!
8 Rdrujhment:s in/outside conference room
9 Oinin9
- private dininq
- publiC re5t.SllJrant
!O Accommodation
- sal_
- buffet 5ervice
formal dinner
finger buffet
pub visit
di5CoIcss i.'1o
Note: a finger buffet means food that can be eaten with the fingers,
e.g. sausages, vol-au-vents etc.
Writing 2
Suggested answer:
I . Fi rst find out how many delegates wi ll be altending.
2. Check on the type of conference required. For instance, will it be a board
meeting, a sales launch or a training
3. Decide on the length oCthe conference.
4. Decide on the time of year for the conference, as this can affect the activities
and functions included.
5. Check delegates' transport requirements. If delegates are coming from our
branches, then the venue needs to be reasonably close to an airport
with good rail and road connections. For delegates travelling from our different
national branches there will need to be good rail and road connections. There
must also be ample parking for cars.
6. Check whether the company is paying for delegates oc not. If we are paying,
check what we are paying for. Remember that we do not usuall y cover
delegates' bar or telephone bill s.
7. Decide what size room or rooms will be required and how these should be laid
out. Is an infonnal style of sealing required. are delegates going to sit at desks,
or is a lecture theatre style preferred?
8. Li st the equipment required, such overhead projectors, flipchans and slide
9. Find out how mid-session refreshments should be served. Will these be eaten
in the conference room or outside?
10. Check the dining e.g. public or private dining (i.e . ..... ill the
delegates cal in the rcstaurant wilh other or will they eat in a private
11. Deci de cmlcheck the different re-quircments fO( lunch and dinner. For lunch our
delegates are usually only gi\"cn forty-five minut es and SO " buffet is likely.
Sometimes this means 11 finger buffet rather than sandwiches Of a sit down meal .
In the c\'cning delegates have time for a more formal meaL Find out if :I gala
dinner is required on the last night.
12. Check how many of the delegates wi ll require residential accommodation, and
of these find out how many win be VIPs wi th better accommodation than the
ordinary del egat es.
13. L3.Uly org::aniM: lei sure activities: coach trips. pub vi sits, 0( sports for the: free
aftemoons and;1 di sco or trip to a casino for the evenings.
Box 1- E; Boxl - A; Box3-D; Box4-C; Box 5-B
a 75 per cent of women business travellers.
b Security awareness of staff and room service late at night.
c Hilton National and Sheraton ensure that staff are trained to take security
precautions; Holiday Inn has developed Ten Absolute Standards aimed at
making women more welcome; Hyatt is providing more imaginative and
lighter room service menus and two tables in the bedroom; Forte Crest
have special Lady Crest rooms.
d The hotel restaurant
e She plans her campaign in advance, telling the maitre d' hOtel that she is
paying before her gue5ts arrive.
The captain's table and women-only hotels.
The article was called Rooms for improvement.
Review 3: Units 11- 15
Language Review
11 Hotel Facili ties
a Incorrect: The two colourful shopping baskets were hanging outside the
small craft shop.
b Incorrect: The dynamic young businessman walked into the luxurious
en-suite bedroom.
c Correct.
d Incorrect: The thoughtful Portuguese maid brought three large crystal fruit
bowls into the room.
e Incorrect: There was a large French Impressionist painting in the new
executive suite.
12 Sel ectiog Locations
a First; b Secondly; c Also; d besides; e In additionfThirdlyfThen; f However;
g For instance; h But; i For example; j although
13 Things to Do
a You are allowed to work as a foreign nati onal on the condi tion that you
have a green card.
b If you arrive after 8 p.m_, you wi ll need to ring the hotel bell for assistance.
c Unless you have a valid visa and the stipulat ed vaccinat ions, you won't be
allowed entry.
d If you want to get around London cheaply, you should buy a travelcard.
e If I' d known you knew the manager, I would have asked you to introduce
As long as you book the table before you go, there won't/shouldn't be a
g Entrance to the museum is free, provided that you have a student card.
h I wouldn't have gone to the station at 5 p.m., if I had known that the train
wasn't arriving till 8 p.m.
i We won't hold the room after 6 p.m., unless you let us know that you will
be delayed.
If I had my own private plane, I would spend my weekends flying around
the world.
14 Marketing the Past
a The Pergamon museum, which was completed in 1930, is in Berl in.
b Athena, whose father was Zeus, was the goddess of war.
c Visitors to London can spend a day in the Tate Gallery, which contains
exhibitions of Modern art.
d The British Museum, which was completed In 1843, houses the Rosetta
e The guide gave the porter, who was a student doi ng a hol iday job, a
generous tip.
a The state of Goa, which is in western Indi a. was formerly a Portuguese
Napoleon Bonaparte, who was born in 1769, was educated in Paris at the
expense of Louis XVI.
c Elizabeth I, who was the second daughter of Henry VIII, became Queen of
England in 1558.
d Hampton Court was built in the sixteenth century by Cardinal Wolsey who
gave it to King Henry VIII as a present.
e Rome, which is said to have been built by Romulus and Remus, is on the
banks of the River Tiber.
15 Business Travel
b They can't possibly allow him to travel without a ticket.
Irs impoSSi ble for them to allow him to travel without a ticket
c If we are lucky we may be able to arrange the meeting for tomorrow.
There' s a (slight) possibility we may be able to arrange t he meeting for
d The maitre d'hOtel should hand the woman the bill.
There's a good/strong possibility that the maitre d'hotel will hand the
woman the bill.
e I hardly think they'll want the large conference room with only six guests.
There's little chance that they'll want the large conference room with only
six guests
The plane is bound to have landed by now.
The plane is sure to have landed by now.