English for InternationaL

OUflsm

Workbook

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

page 4 Speechwork: word stress, in two, three and
four-syllable words
0 listening 1 and 2:The Type of Holiday Italians 0
Prefer
Writing 1: letter-writing format Writing 2: com pleting a fax

2
A Career in
Recruitment and job
hunting
language Focus: simple/continuous verb forms listening 1: work experience 0
Writing 3: describing a career

Writing 1: a career history
Tourism

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

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

page 14 Speech work: past verb forms w ith ed
Vocabulary 1; terms for travellers Reading: They Came, They Saw, They
Ate Pizza
Writing 2: writing from notes
Vocabulary 2: money terms

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

Speechwork :
Vocabulary:
Top ten highest spending
visitors to the UK
the schwa:l
British and American usage
0
0
Reading :
listening 2:
Writing 2:
W hen the Heat is On
Sicilian tourism
a report on tourism in Sicily

0
page 18
Speaking: reading figures aloud
language Focus: the definite artide
Writing 1: expanding notes into an article

5 listening 2: the sales conversation 0

Travel agenCies language Focus: asking questions and question
Travel Agents ta~ Reading 1: Selling Techniques
page 22
Speechwork: intonation in questions 0 Reading 2: Top Shop
Listening 1:
Writing 1:
a booking form
a letter of confirmation
0 Vocabulary: compound adjectives
Writing 2: a fax requesting information

Review 1
l anguage Review
Units 1-5
page 27

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

Vocabulary 1:
Holiday Reps Enjoy a Hard
Day's Night
words with more than one
meaning

page 29 employee
listening 1 and 2:Poker game decides the
fortune of holiday firms
0
Vocabulary 2: financial expressions
Writing 2: a report on sales patterns

7 Tourist boards Vocabulary 1: advertiSing literature Vocabulary 3: describing leisure pursuits

Promoting a
Destination
page 34
language Focus: referring to the futu re
Speechworlc:
Vocabulary 2:
pausing and rhythm
brochure language
0
Reading:

listening:
Test Series Gives Big Boost to
West Indies Tourism
promoting Ireland as a tourist
destination

0
Writing 1: promotional material
Writing 2: reporting on how Ireland is
promoted

8
Responsible
Tourism
Ecological and economic
issues
National and local
government
Speechwork:
Vocabulary 1:
word boundaries
business collocations
l anguage Focus: reporting verbs
0 Reading:
Vocabulary 2:
Listening:
Battle to Save the Galapagos
the environment
Ecocentrics

0
page 38 Environmental and tourism Writjng: Instructions for Travellers to
agenCies India

2
 Unit Setting Revision Develo pin g the Topic

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

Transport Language Focus: two-part verbs Listening: flight scheduling 0
page 42 Speechwork: making announcements 0 Reading:
Writing:
Which Seat on the Plane?
a fax: information on
procedures

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

Vocabulary 2:
An Unfortunate Inodent at
Ridgeway Tours
service

page 48 Speechwork: contrastive stress 0 Listening : dealing with cust omers face to-face
0
Writing 1: replying to a letter of
complaint
Reading 2:
Vocabulary 3:
Writing 2:
Answering Customer Queries
expressions with hand
writing instructions - how to
create a good impression

Review 2
Language Review
Units 6 10

page 52

11 Hotels Language Focus: adjectives and order of adjectives listening: Grand Bohemia Hotel 0
Hotel Facilities
page 54
Speech work:

Vocabulary 1:
Writing:
stress in compou nd
adjectives
collocations with and
0
replying to a letter of enqU iry
Reading:
vocabulary 2:
Seeking a Grander Hotel
forming verbs with the prefix
en or em

12 Hotels, trade fairs, tour
operators
Language Focus 1: conjunctions Listening: choosing a site for a theme
park
0
Selecting Vocabulary: adjectives
Locations Language Focus 2: conjunctions
Speechwork: pronunciation of the 0

page 59 letter a Writing: recommending a new site
Reading: Mammon Rampant in City of
Shrines

13 Tourist Information
Centres
Vocabulary 1: tourist facilities Listening 2: l ondon Tourist Board 0
Things to Do Speech work: pausing and stress 0 Language Focus 2: intensifiers
page 63 Language Focus 1:conditionals Vocabulary 2: Synonyms: British and
American English
0

Listening 1: Berlin Tourist Office
Writing 1: a leaflet giving tourist Reading: Greenwich - the Centre of
information Time and Space
Writng2: giving tourism information

14 Guided tours Speechwork: pausing, stress and pitch

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

page 6~ Speaking: giving a guided tou r Ages
Reading: Fossils Get into Showbiz
Vocabulary 2: negative and positve adjectives
Writing 3: writing an advertisement

15 Hotels, airlines, conference

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

Review 3
Reading: Women Business Travellers

l anguage Review
Units 1115
page 79

Tapescripts 81 Key ..
= Readin g text
o = listening text 3
 o
Types of Holiday
Revision
Vocabulary 1 Language Focus
Compound adjectives with numbers
a , Decide if these sentences a re co rrect or incorrect. Correct
the sentences that are wrong.
b
IJ a It's a five miles' drive t o the airport.
b O n this two-day escorted t rip to th e Cairngorms, you wiD

"""
c
travel by coach.
e Th ere are several three~day weekend break packages in this
d
brochure.

'"
e i d The guests decided to opt for the five~courses set menu.
e Management regret to an nounce that there will be a f our-
f hour delay.

9 , .., 2 Use the information in the grid to w rite short descriptions.

(The first one has been done for you .)
What is thehidden vertical ~ word? _ __ _ _ __
a Its a twrJ-cenirehofid.cutUz,JtingJeKen ~M. You
will staslJl two liJ.xw'f il"ve-dNh0t.tJ.4, the FurtJuuJ.
Use the words that are missing from these sentences to
in Pa1.errrw arui the pon.u. Nuevo in CefaiJ1. 7k
complete the grid.
pa~ wi1i in.cLu.d.e hAlf-board with a fUur- course
a A flight from Londo n to Australia is a _ - _ flight. (4. 4) everWtfl meal in flu. tra.d.i.titmai r~ ta.ura.n.t.
b A _ _ _ __ is a holiday w here the touroperator
arranges both the f light and the accommodation. (7 & 4)
Tour Number Duration Hotels Category locatio n Oth~
c Two weeks at a residential art schoo l is a _ _ __
holiday. (7 & 8)
d A holiday aboard a luxury liner is a _ _ _. (6)
a Sicily
of centres

two 7 nights Fortun.l .....

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

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

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

Mah,1 city cen tre

.,
....
~ 2 Answer these questions:
c Tur key three 14 nights Da/dfMn escorted hiler!
, od S;men.J FB
Taurus K" evt'ning me~
a What is the opposite of a long-haul destination? 3 cou~
M ountains
b Give an example of each of the following for your country:
d Orlando "' 0 10 nights Or/,mdo ..... 10 mil es in Orlando:
1 a long-haul destination "d Sup/erne from visit theme pan:s
Cayman DiSney
2 a special interest holiday
3 a city break
Islands
Cayman ..... World
on beach Cayman :
G,,,,"
4 a theme park be""
HB
5 a domestic reso rt .....
res tauran t ==
 o Types of Holiday

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

abroad

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

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

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

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

5
 Developing the Topic
Reading 1
Read 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 W hat is the minimum t ime a tou r operator needs to
organ ise a wedding abroad?
c Which group of people find this type of weddi ng more
attractive?
Weddings and Honeymoons
GETTING married .broa d
was once ron$idered a whim
strictly for the fabulously
wealthy - or deeply eccentric.
But over the last to years
it has become a much more
accepted idea. Indeed, it
is now considered trendy.
""-'_--'--' Although the total market
remains relati\c.ly 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
averag~ 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
combin ed 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
d What change is affecting this trade at the moment?
e W hich extras were once free , but are now to be found 00
the supplements lists?
W hy is Ireland becoming a popul ar destination?
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 to urs are among the most requested honeymoon
destinations.
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 follow ing
places:
a The most popular destination in the Indian Ocean.
b A destin ation t hat has recently abolished a residency qualif ication.
c An area that is popul ar due to its cheapness.
d An ideal location for safari honeymoons.
e W here th e brid e and groom must be of the same religion.
W here most weddings take place at a beach resort .
9 W here couples mu st be res ident in the co untry fo r at least seve n days.
h A country w here the Tourist Board has issued a leaflet ex plaining weddin g
procedures.
A location t hat does not have a resi dency qual ification.
Where t he price includes the chapel f ee, photographs, a limo usi ne and
witnesses.

Bells Ring and Confetti Rains from Bali to Cyprus

Peter Lilley looks at both the new and the traditional w edding venues

THE CARRIBEAN Somak Holidays offers wedding packages at a number of beach

THE CARIBBEAN is still (he most popular region for getting
married abroad, helped considerably by (he relative cheapness of
J:l..maica and ,he Dominictn Republic - the ben-selling
destinations for both Thomson and Cosmos.
The Cayman Islands has made it easier for couples to gcc
married by abolishing itS previous 72-hour residency qualification.
The Department of Tourism has issued a leaflct. Gwing
Married in the Cayman Islands, detailing all the information
required to obtain a marriage liccnce.
Skybus Holidays' Caribbean Dream programme is among
operatOIS featuring St Lucia, where it offers wedding arrangements
from 374 per couple at the Islander, Candyo Inn and Caribees
hotels. Caribtours offers plantation weddings on St Kitts and
Nevis.
THE INDIAN OCEAN
Mauritius has moved ahead of the Seychelles as the rnO$[ popular
wedding destinuion in the Indian Ocean.
Ic is now thc bigges-Heller fo r Kuoni, which features eight
propenies including Lc Touessrok, where wedding arrangements
coS( 125 per couple.
KENYA
Gaining in popularity ~ry quickly and an ideal choice for
couples who want a beach/safari combination or a two-ccmre
wedding/honeymoon I1Utchi ng Kenya with the Seychelles or
Mauritius.
hords.
BALI
Anmhcr more problematic place to hold weddings, which was
why Thomson withdrew.
Couples need to be resident in the country for seven working
days and present themselves to officials in Jakarta.
It is also imponant that both the bride and groom should be of
the same ~ligion.
MALAYSIA
Most couples who get married in Malaysia do so in Penang - the
country's first and best-known beach resort.
Popular locations for the ceremony include the Shangri-La Rasa
Sayang with its exquisite gardens.
THEUS
The popular wedding locations of Florida, Hawaii and Las Vegas
have the advantage of having no residency qualification. so couples
can get married 3S soon as their paperwork is in order.
Prices stare at 142 fo r 3 wedding ceremony at the Chapd of
Flowers in Las Vegas which includes the chapel fee, witnesses,
photogr.aphs and limousine service.
In Hawaii. prices start at 589 which includes hi~ of a
limousine and a solo musician or vocalist at the reception.
(from Trawl Trad~ Gautu)

2 Which destinations would you advise these clients to choose?

a Miss Colley and Mr Browne w ho wou ld like to go on a safari honey moon.
b John and Sarah w ho have onl y f our days f or t he trip.
e Petra and Peter w ho would like to go to Asia and stay at th e seaside.
d Charles and Diana w ho wou ld like t o get married on a pl antation.
e Antonella and Francesco w ho would like a rece ption w it h live mu sic.
7
 Vocabulary 2 Listening 2
Compound nouns Vince nzo is a t ravel consultant in a busy travel agency in
Look again at Bells Ring and Confetti Rains. Palermo, the regional cap ital of Sicily. He is talkin g to CQIr
Butler, the new Ventures Manager of Exotic Destinations,
How many compound nouns can you find containing the
about w here Sicilians go on holiday.
word wedding? For example: wedding arrangements.
o
2 Use the nouns in the box to form compound nouns
meaning:
a tou rist destination at t he seasid e
Listen and decide if these statements are true or false.
a The most popular holiday destinat ion is the USA. T
b 60 per cent of Sicilians holid ay in Europe. T F
0
0
F =
=
b the price charged for a religious ceremony
c document permitting someo ne to marry
d a chauffeur-driven car
c Thailand an d Singapore are more popu lar honeymoon
destin ations than the Maldives or China. T0 F
d Sicilian holidaymakers only want to sit on the beach all d':'J
=
TD F=
beach
chapel
fee
licence
limousine
marriage
serv ice
resort
e Th e Far East is popular because you can have the
t he sea as well as touring the area. T
Mexico has become popular in the last three years.
su~ and
D F =
Listening 1 TDF=
Giovanna is a travel consultant in a large Roman travel
agency. She is talkin g t o Colin Butler, the new Ventures
Writing 2
Manager of Exotic Destinations, about the types of holiday Complete Colin Butler's fax to the Managing Director of
many Romans take today. Exotic Destinations.

o Listen and complete the chart. To Maria Rodriguts

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

USA 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
Icl'_~~_

2 Destinations
Both consultants believed that (d) , (e) South
America and the Far East were popular destinations. Their comme~~

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

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

felt that (f) is the most exotic destination.

3 Cultural! short break holidays

3 These tend to be taken at (9) _ _ _ _ when Italians visit {h)~~~
cities such as (i) (j) , and {k),_ _ __

4 Types of holiday
Apparently, Romans still require mainly (1) _ _ _ _ while the Sicia-
are now demanding (m)' _ _ __
Mad rid
5 Popularity of the Orient
This is growing in popularity as tounsts can combine a (n) _ _ __
4 honeymoons
with a (0)' _ _ __

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

Regards

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

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

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

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

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

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

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

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

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

4 home after 3 years 5

7
I"IANAG:R
o NEWTOWN BRANCH 0
GLOBALTRAVLAG:ENCX

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

Interviewer: W hat do you do?

Paula: (I) I am the Ar'ea Sa les Managu for Funtour5 Ltd. a firm of travel agents.
Interviewer: I understand th at yo u' ve had a varied career. How did yo u start?
Paula: (2) ..

Interviewer: And w hat did you do after that?

Paula: (3) . ..

Interviewer: What then?

Paula: (4)

Interviewer: Back to the travel hade business?

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

Interviewer: And w hat does yo ur job in vo lve?

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

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

prediction
a For w ords endi ng w ith the suffix tion the stress is on the
.. .. ..... ........ from the end.
b For words ending w ith the suffix al the stress is on the
................. .. ... from the end.
prediction accommodation organisation compensation c For words ending w ith the suffix ity or ty the stress is on the
............ .. . ....... from the end .
operation vocation ambition graduation
3 Read this conversation between Alain legrand, the General
conservation satisfaction qualification Manager of the Paradise Hotel, and Silvia Fonteyn, an
applicant for the post 01 Front-ai-House Manager.
managerial political international Mark the stress in the italicised words.

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

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

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

In the letter below there are some grammatical errors on

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

Dear Sir.
a) I am writing for applying for the post of junior sales manager at
b) Gobi Desert Tours Inc. which I see advertised in thi s week's Travel Weekly.

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

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

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

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

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

j) travel agency which is specialising in travel to the States and where I was able
k) to develop my interpersonal sk ills.

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

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

II
 Developing the Topic
Listening 1 Reading
Ju stine and Kitty both work at the Excelsior Hotel. They are ~ 1 Read th is extract from an article about careers in tourism
talking to a group of tourism students about their careers. and complete the gaps.
o Listen and complete the grid.

KITIY JUSTINE
On a Tour of Duty
TRAIN ING
none
By the 2 1st century. accordi ng to an English Tourist Board
prediction, tourism wi ll be the largest (a) ................ in the \vorld. It
i~ already one of Britain's largest industries, employing 1.5 million
PART-TIME wh ile at ......... ......... w hile at school people in trilvel, heritage and leisure .
WORK
waitress 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
FULL-TIME
WORK
priority, because moving from company to (e) ..... ..
or from one sector of the industry to another is seen as a perfectly
confe rence
organiser
acceptable (0 .................. strategy.

This immensely complex and interdependent indu stry consists

of the core of (g) .......................... (who design, organise and
market holidays). the (hi ...................... (who sell them to the
public), the main serv ice and product suppli ers (transport.
accommodation and entertainment) and a myriad of speciali st
conference sales organisations which support them.
manager
All who work in the industry have a passion for travel, a ~n se of
adventure. a liking fo r novelty, combined with a positi ve attitude to
Writing 3 challenge.
Read this summary of Kitty's work experience. Then write a
similar summary for Justine. 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
When Kitty left schoo l s he went to college where she ~) ............. ....... as they arise, is an ao;set which often means that

followed a three-year hotel ma nagement training
programme. While at college she had several
part~time jOb5 incl uding working in a re5ta urant as a
wa itress and in hotel reception. Her first fu ll-time j ob
was as a restaurant manager in a sma ll hotel.
family ties mu st come a definite seco nd. The apparent
compensation is the possibility of creating an intemational famil y
of friends and business (k) ...... .... all over the world who
share similar interests and enthusiasms.
(from ThtGuardian

2 'On a Tour of Duty' Part 2. Read these further edracts from the same
article and put them into the correct order. The first one has been done for
a Her advice to other heritage industry
aspirants is to contact English
Heritage 's human resource
department and to remember that
detenn,i nalian was the vital ingredient
for a career like hers. "Keep knocking
on doors. keep re_ading and learning
0 . pre~are
as much as pos!'.ible,' she says.
b Let's look at Andy Allen, Nat ional
Sales Manager for Jet Set Tours, who
staned his career in 1978 as an office
junior wi th Thomas Cook. After six
months, he joined the air fare unit
then moved to a small, family travel
firm, where he had the chance to learn
all the bas ics and to try his hand at
everything. His first management
post was at a branch of a travel agent
chain from where. after a series of
placements. he moved to Pickford 's
Travel. There he spent ele ven happy
years, be.com ing retail sales manager
and then nat ional sa les manager.
When Pickford 's amalgamated with
Hogg Robinson in 1993, he decided
to ful fil an early ambiti on and went
backpacking around the world for
e ight months returning to Britain to
join Jet Set Tours. [I]
3 Answer these questions:
a W hat was Andy Allen's fi rst job?
b W hen do man y tourism staff acqu ire acade mic
qualifications?
c For w hich jobs a re o ld er people often preferred?
d In whi ch fi eld would yo u be unable to rise to a senior post if
you were not hig hly q ualified?
e What, according to Cleus Evera rd , do you need to succeed
in the he ritage sector?
4 list Andy Allen's employment record in reverse
chronological order. You wil l not be able to g ive a ll the
dates.
I
,~
!
d His career pattern is a common one in
whkh a suitable aspiran t can start as
a counter derk or trainee and still find
that the sky, literally, is the limi t. It is
widely felt th at academic
qualifications are often less important
than people ski ll s, common sense and
a positive att itude for new entrants.
Although computer li teracy, a good
knowledge of geography and foreign
languages are ex tremely useful, as
c are bas ic research skills. As a
consequence when employees want
There are also ope.nings for malure
to rise through the structure. they
e.ntranrs
.
and graduates
<
f rom other
need to acquire additional
1spec ialitie s - such as hIstory qua li fications. A growing number
angllages and business studies _ h'
are d WO therefore acqu ire their academi c
to rake additional
qllahficatlOns and have the oh .
qualifications late in their careers. 0
of. . nelson
. expcnencc and personality. For
m~talJce, couriers or resort reps and
TUldes are ~ften mature adults with e
SkIlls, consideroble traveI Cleus Everard, the newly appointed
eanguage
. . Director of Stonehenge, is an
xpenen.ce and speciali.st knowledge
of subj ects .such as t-me art example of the late entrant. She
archaeology, history and architecture' joined the anny on leaving school and
Staff in the hentage soon found herself in Oman on <.\
sector .
concernCd with the conservation and posting as a schools liaison officer, an
d eve lopmenr f h . SHes
. experience which. g~ne~atcd an
. . 0 Istonc and
bUl~dlOgS, are also adults with a wide Omani government mVltaUOn to ~t
vanety of backgrounds and kj 11 up a youth television news service
A hhou h S s. after she left the army. Further
. g there are openj ngs for
schOO.1 le;Jvers a nd for adults with job successes in TV and the media in ~he
expen e~ce, most senior jobs are fiUcd Middle East led to a semor
b~. quahficd experts in archaeology, management post at the H yatt
hlst.Ory, museum studies, fin e an and Regency Hotel in Dubai, one of the
busme~s studies. world's great luxury hotel s. She
o eventually returned to Britain to be
appointed director of Longleat, a
job she enjoyed imm~nsel Y. But
the advertised appomtment at
Stonehenge wa.'> irresistible. 0
Vocabulary
Find the words in 'A Tour of Duty' Part 2 wh ich describe
the positions or jobs of the people mentioned.
For example:
Andy Allen, National Safes Manager for Jet Set Tours
2 Th ere are many ways of talkin g generally about jobs.
For example:
I am writin g to apply fo r the position of Senior Area
Marketi ng Manager.
Find the words that are missing from these sente nces in
'A Tour of Duty' Part 2:
a Cleus had a .............................. as a schools liaison officer
in Oman.
b Andy became retai l sales manager after a seri es of
c His first management ... . .... ..... was in a
travel age nt's .
d Cleus enjoyed her ........................... ... ........ . at Lon gleat
enormo usly.
e Andy began his .......... .... ...... .. as an office junior.
Cleus saw t he ...................... ...... ...... advertised . 13

Trends
in Tourism
Revision
Language Focus Writing 1
The past simple/the present perfect simple Describe how holidays have changed.
Complete this text using the correct forms of the verbs
in brackets.

uring the 19605 in Britain some resorts (a) ............. (lose)

D their way and the will to develop. Some, like Brighton and
Bournemouth, Ibl .... ......... ". . (change) direction and
(el .............. (go) for conference business and English language
students. Th ousands of small hotels and boarding houses
(d) ................ (become) retirement homes.

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

Mediterranean resorts (e) ................. (threaten) the futu re of British
seaside resorts, sin ce then they (f) ................... (adapt) to the new
demands for shorter holida ys and for off-peak holidays. Brighton
(g) .................. (invest) in a marina, a conference ce ntre, and a
number of new hotels.

The history of mode rn mass tourism (hi . (begin)

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

Change wi ll accel erate, marketers will need to id entify

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

o listen to the tape to check.

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

Practise saying them. Sometimes

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

commuter

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

antis Boa rd of Tourism --

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

,-~ -'

Developing the Topic

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

The situation before 1989 fo r outbound tourists: The d evelopments in the Czech Republic for
Inbound tourists:
how Czechs obtained a visa:
......................... ........ ....... , _ .... -... . ............. ............ ...... why tourists want to come to Prague:
... . ..... . .. ... ......... ...... .. ......... . . .... .... .......... ....... .. ...... ............. . . ........... ........ .. .......................... ..
.... ....................... . . ................. .... ....
.. ........ . .. ....... . ... .. . . .... ... ... ... . ..... ... ... ... .. .. ..... .. ....... ... .....
....... ......... ... . ......... .... .. . . . . .... . ........... ..... .. ............ ..
... .. . .. .... . ... . .... .. .. ........ . .. ..... .........
the percentage who travelled abroad: ........ .... ..... ... .... . .. the problem in the beginning:
..... ..... .. ....... .. . ..... .. .. . . .. .. ....... .. . ... ... . ......
the number of agencies: .. ............. ..................... ... ...... ..
....... ......... ....................... ... ........ . .. ... ................. .....
how Czechs travelled: ........... .. .. ...... ... .. ... .. ... .. ... ....... . .. .................. . ... .. ..... ...........
.............. .... ......... ....... ..
how this was dealt with:
What happened immediately after the Velvet
....... .. ............... ........ ...... .. ... ..
Revolution o f 1989: ........................ .... ............. ... ...... .............
.. ... ............... .......... ... .. .. ... .. .............. .. ...... .... .. . . ....... ........ . .. ... ....
.. ............ ......... ..
Developments since 1989: the presene situation :
................. . ... .. ' " .......... ..
number of agencies at the moment: ............ ...... .. ...... .. . .............. . ...
.... ..................... .......... ..................
the most popul ar way to travel: ..... ........ ....... ... ............ . ......... ...... .. ...... ........ .. ..... .... ......... ................ .
" ~ ''''''' '' '

why it is popular: ...... .. ...... ...... .. ................. ..... .. .

reductions at hotels: .. .. ..... ........ ................ ...... ... ......... ..

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

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

Reading
This article describes recent trends in t ourism .
Read the article and answer the questions.

a How does the article imply that early tourists behaved?

b In which part of the world does th e writer believe that there will be the greatest
Increase in tourism?
c Why did the tourists of t he 19505 need reassurance?
d How are the Pacific Rim tourists bein g helped and reassured?
e What changes are being made by Briti sh touri sm providers?

They Came, They Saw, They Ate Pizza

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

Vocabulary 2
List the words and expressions from the a rticle that can be gro uped around the
words Money a nd Wealth.

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

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

the Japanese the Italians th e French
court has ruled that tourists may no longer take their cars 0 -
the Americans the Germans the Irish
the beach during the turtles' breeding season? Or that yo:; ::a-
the A ustralians the Spanish get a discount in the bars and res taurants in Atlantic City if .:l-
have a specia l visitors' card? And that those of you who er :-
o O n t he tape you can hear a tou rist board official giving a
research studen t some information on t he top ten foreign
bird-watching could take part in an eighteen -day trip through :.-.:-
Scottish High lands? Or you might prefer a romantic break ':: ::-e
spenders in the UK. Bristol Hotel, where the candle-lit dinner includes oystf5 z-=
Listen and fi ll in the missing in formation on the chart: caviar followed by salmon with pink champagne! Whatever )"O!..""
tastes, ring Creative Holidays on 0171 384 8394.

Top Ten IIlghcst Spending Visitors 10 t.he UK

Vocabulary
I. '1 ,486 million
How much do you remember?
2. Germans
3. In the following sentences, find the American word or
4. 429 milli on expression and give the British equivalent.
5. 393 million For exampl e:
6. Auslrali ans Th ere was a long line of people waiti ng at check-in.
7.
US: line UK: queue
B.
9. Canadi ans 252 milli on a He took a one-way ticket from Paris to Madrid .
10. Dutch 239 million b It's usually cheaper to travel in the fall rather than the
summer.
c Take th e elevator to the roof-t op restaurant.
Speechwork d The faucet in my bathroom leaks.
The schwa <l e The guest as ked fo r his check.
The price of a round trip is $395, sir.
Look at this passage and mark the schwa sounds. 9 There was o nl y one closet in the roo m .
h Ex cuse me, could yo u please tell me th e way to th e
Italy has opened the doors of its senate building to visirors,
restroom?
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 .

 o Where People Go

Speaking Language Focus

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

a HOSTED VILLA HOTELS

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

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

The box office is open daily from Monday t o Saturday equivalent to a youth hostel. Its low rating is because there are
from 10 a.m. to 10 p.m. The telephone number is no TVs or telephones in rooms, but this is probably most
0171 304 4000. expensive one-star hotel in Spain! All rooms have en-suite
bathrooms and are built around a luxury swimming pool.

b 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
Hampton Court know each other. This is what makes Sea Club so unique;
business people spend t heir lives travelling but don't get to
meet locals, yet at Sea Club there are always local people who
come in to dine and meet guests.

(extn.ct from Leisure and Tourism byVerite Baker.

published by Addison Wf!sJey Longman)

Are there any places where the definite article is optional?

Where are they?

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

holidaymakers went. The original article was published on
Sterling
Italy L 2.395 June 1 1995. Write it as if today was June 1 1995.
France FFr 7.96
Currency fluctuations = many GB holiclaymakers -+ COU ~uy$_m_o:...r_e_--I
Germany DM 2 335
Switzerland SFr 1.97 USA. Turkey, Italy r ;;tra:=C::ti::..ve:..-___.
_S~n F::Gre~ L~W.55
Belgium 8Fr 46.00
Netherlands G 2.63
Spain Pta 194.00
There is a 2 % commission charge on aU transactions. L. .t yr.: 8.2FF_~__1_ __

Now: 7.8FF= 1 ----------

GB trav. lose 30 /every 500 tra~saction_ _. _ _ __
d
... holiday bookings 7'. on 1994
- --t=-- ' - - - - - - - -
fZ5 X DM2 .335 => DM5 t.375 - ,2% COhUt1;ssio7'l Spain business too
.2% x5f.375 = !>II 1. 167 Bookings - t-;d April show 5~e UK mkt. t 27~ from 44 -+ 427,:....._ _ _ _-1
5~. 375 - 1.167 ~ PM 57. .zoS'
l-;-n U5~; -
o listen to the tape and compare.
turkey nearly x2 mkt.. sha re: now 71.
swit1<3 s favourable currency rates must ~a96t ..::'~ & services

1 = 60/.. more Turkish lira

----------
cost meals & 5~rvic~5 x2 19
---"!~~~~~.......
 Developing the Topic
Reading
Read the article and comp lete t he gaps.
a The number of visitors to Britain last year ....................... .
b The proportion of repeat visitors: ...................... .............. ...
c The number of Japanese v isitors: .......................... .
d Last year's percentage increase in th e number of North American visitors:
e The percentage growt h in visitors from the Far East:
The number of North American visi tors: ..................................... .

When the Heat is On

It's the seasou. of heat a nd du.st, w hell the They come for different things. The Americans and
British are at the seaside or abroad, leaving Antipodeans* are interested in our common roOtS and
their cultlll'tli het"itage to tourists. The a'lcient architecture that is centuries older t han theirs. The
1J1onlt1Jl.ellls, pt:tlaces, and historic streets Russians apparently like Blackpool, the Durch and
Germans have discovered the beaches of East Anglia.
resemble a new Babylon, ,-inging U'itb
the Japanese are head ing for Wales, the Scandinavians
Ell1'opean, Asia,ll and America1/. dialects.
for the shops in the North-east, and the Italians [0 the
Last yea r, Britain attracted nearly 21 million
Scotti sh Highlands.
vis itors. The tre nd is steadily upwa rd , but the picture
The North Americans come in great numbers - 3.5
is nOt unequivocally good. Tourism is the world 's
million last year, an increase of 4 per cem on the
biggest growth industry, and Britain is facing ever
previous year. The bigges t increase, of 30 per cent, is in
fiercer competi tion for tourists' spe nding money.
visitors from Eastern Europe.
"We have been a pop ular place to come to for many
Bur the big growth market for tourism, and the
years; ' said Isobel Coy, ohhe British Tourist Authority.
one all the competing resorrs and desti nations are
"Now practically every counery in rhe world is after the
aiming at, is the Far Eas t, showing a g rowth of 15 per
tourist doll ar, whether it has a small coral reef or
cent a year. The Japanese have been coming, and
Florence. There is serious competition out there.
continue to come, to Britai n in considerable numbers-
"Britain has CO co ncentrate on doing well and there
599,000 last year - but it is such nationalities as the
is a lot of room fo r improvement. Two-thirds of our
Koreans, the Taiwanese, the Malaysians and the Thais
visitors are repeat visitors, which is good, bur we mUSt
who hold the futu re in thei r wallets.
make su re we' re offeri ng people what they wa nt - high
standards, value for money, and a warm welcome so
they continue to come." (from ThtGuardian)

'" Antipodeans '" Australians and New 'Zealanders

 o Where People Go

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

The Scandinavians The Germans

The Japanese Th e Dutch

#
BlaCk~::~.

~'
...J,
Ea;~
Anglia
.r' Wales -
Q~
The Russians
c~.. Lon~
. '
The Ital ians

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

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

Where tourists come from

Why tourists choose Sicily
Current trends and future developments

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

21

Travel
Agents
Revision
Language Focus
Asking questions and question tags
Rewrite these sentences in the correct order. 3 Complete this conversation between a client and a travel
a you me is where can tell the station? consultant:
C: I'd like to spend a few days in Rome.
b to Florida you do any know are there cheap if flights?
TC: Can you ... .... .................. w hen ..... ................... ?

c please this form yo u in fill could? C: Next month, sometime after the 15th.
TC: Fin e. And cou ld ............................ how long
d ask mind do some you if I you questions? .. ?
C: It depends on the price but preferably for four nights.
e a clerk yo u wo uld mind is free until waiting?
TC: Well, we have some very good offers at the
moment. Will .. . . alone?
you me the brochures are show w here w inter-sun can?
C: No, w ith my partner.
9 w hen leaves the train next to know would I like. TC: Well , if you take this three-night package to the
Flora Hotel it's on ly 345 per person, for two
h tell me yo u spend to cou ld much how you w ish? people sharing a double room w ith shower. let
.............. the brochure.

~ 2 Rewrite these to make them more polite: Question tags

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

C: No, it's Mr Huw Brow n.

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

d Repeat thatl C: No, I'm Welsh.

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

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

o Say these questions, then compare your intonation with the

speakers on the tape.
Mrs Pinotti.

a Good morning. how can I help you?

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

o Mrs Pinotti is rin ging a travel agency. ""m

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

Name of client: Mrs Pinotti

Hotel:

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

Price per night:

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

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

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

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

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

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

So match the cl ient's needs with the holiday on offer, and concen trate 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 clien t,
those that you know they want or would like. In order to make the product sound attractive and appealing, ideally
suited to their (i) ............... , be selective. If you include Ii) ... ........... information they may feel that t his holiday is
not suitable for them after all. So present the features in the broch ure as benefits. A (k) ............. ... of a hotel is
that it is on ly 200 metres from the beach. Wh ile a (I) .... to the client is the fact that they can get to the
beach eaSily as it is only 200 metres away. By personalising the product in this way you create a desire in the client
to buy t he product. It is not sufficient ju st to read out the facilities that a cl ient req uires out of th e (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 yo u
point to photos of th e hotel, the price charts, t he temperature grids. Use it as an aid.

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

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

Top Shop
A cheap, late-summer IwlidayJar a younO couple who have been to Spain for the last four years but now want an
alternative. A destinat.ion with a fair amount <if sun . Not too quiet - but no Janer louts.

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

A spacious corner site wi th a range or intcrc..~ting window d isplays.
A clerk suggested the Spanish islands but the client asked for other
ideas. Southern Greece and Cy prus were thought suitable. The
clerk discounted Malta for its poor beaches amI Portugal as being
too family-orientated. She handed out Freespirit, O lympic Greece
and Olympic Cyprus. Asked about prices, the clerk said these
were clearly shown in the brochures. Resorts? The custom er ''''015
again advised to refer to the brochures. The clerk was obviously
under pressure in a husy agency but the approach was still too
sketchy.
Sited in a depa r tment store, the exterior of this \"'elJ -stocked
agency was limi ted to a small poster and a Sign . A clerk suggested
Gr eece or Turkey. She looked at Cosmos deal s to Corfu. A
September departure to Sidari was too expensi,'c at 427. Pefkos
on Rhodes and Aghios N ikolaos on Crete were also examined. The
clerk tried to contact Sunset but the line was bus)'. She said she
could continue to try during the day and could contact the client
when she had details. Details about accommodation, prices and
availability were printed o ut. The clerk had a stTong knowledge of
operators and used viewdata to good ellcct.

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

A well -designed w indow display featured flights, villas and
European holidays. The spacious agency had a very good and easily
accessible bmchure range. A senior clerk said that despite recent
price rises, Turkey was still good value. Opening Freespirit.Turke)',
she indicated the comprehensive resort descriptions and said
Marmaris was a particular favourite. The clerk sa id Kusadasi was
also good value ror money. Her other choice "'a.o; Greece. She
again used a Freesp irit brochure to analyse Sidari, Ipsos and Das.'!ia
on Corru. Tsilivi on Zakynthos, Tingaki on Kos, and Rethymnon
and Hersonissos on Crete were also recommended. Location,
prices and wcather details for each resort were checked thoroughly.
Villmar Holidays was al!)o sugge;;ted for GreeC/;!. A mature and
considered approach, coupled with destination knowl edge and
enthusiasm, resulted in se"eral excellent solutions.
A young clerk checked with a colleague who said that n owhere
would be too o\'errun arter mid -St~ ptcmber. She recommend ed
the Spanish i!)lands but the client re peated that an alternati,'c to
Spain was r equested . Crete and Turkey were suggested . The cl erk
also said Turkey was becom ing popular. Sunworld, Freespirit
Turkey and Thomson Simply Greece Were handed out unopened.
Asked to suggest rCllortll on Crete, she referred the customer to
the brochure. Average priccs?The clerk again adyised the d ient to
read the brochures. A sketchy approach meant that the potential of
well-chosen mater ial was lo ...t .
(from Trare! Trade Ga7ctte)

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

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

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

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

25
 Writing 2
2 You w ork as a travel consultant for Creative Destinations .
a Read about the four trave l agencies and decide which You have rece ived a fax from a man enquiring about
agency dealt with the couple's request most satisfactorily. holidays for himself and his w ife to the Portuguese island of
Madeira.
b Match the tab les of results to the travel agencies by writing
Reply to the fax. asking for the information you need
the correct numbers in the boxes.
before you can recommend a suitable hotel or a package.

3 Answer these questions about Woodcock Travel

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

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

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

preferred th is agency to the others by his use of adjectives .
He describes the agency as spacious, the approach as
mature and considered.
Make a list of other positive adjectives used .
 Review 1
Units 1-5
Language Review
1 Types of Holiday 2 A Career in Tourism
Use compound adjectives with numbers to rewrite these Here are two extracts f rom an interview in w hich a you ng
sentences. without changing the meaning. w om an is talkin g about her career.
Complete the gaps using the correct forms of the verbs in
For example:
brackets, making any necessary changes.
At t he Grand Hotel they serve a dinn er w hich has f ive
courses. Whil e I W(lS a SLudenl I Ca) .
............. (h J\'(~ ) t->e\'eral hOlidav
At the Grand Hotel they serve a five-course dinner. jobs. The one I (bl ....... (remember) mOl:lt \.i vidlv .
(e) ..... as a wa itress ill a small hotel w~ crc t.h e
.. (be)
a During hi s holiday, w hich lasted three w eeks, Paul m et landlady (d) .... i.llwa\s .
.. ........... (rt mind) us how to
Belinda. beh ave. Si ll ce thcn I (e) ........... (wor k) in several
rest..'wr anl.-; /J nd 1 (f) ......... (n d
...... . /I ) her a dvice \'cry useru!.

b Our brochure only features ho tels w hich have fi ve stars.

Last year I (9) .............. (begin) l.hiS iob. as Catering Manag(~r
in tbis hol el. h""ery day I (h) . . .......... (be) responSible for the
day.t.o-day running of the restauran t. I\ t. th e mome nt. i (i) ..
c Package holidays w here yo u stay in two centres are
(order) the provisions ror next month . I,al er I (j)
becoming increasingly popular.
(inter,iew) new staff.

d He went on a journey to Pari s t hat takes f our hou rs.

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

T hroughout history, people (a) ............... (travel) all over thl!'

2 link the words inside the circle with the words outside it to world for a variety of purposes. How~v~r, it is onl y in che last
make at least ten compound nouns. fifey years that people (b) .. (travd) in slich huge
numbers fo r pleasure. Until this century only the veT)' rich and
For example: water sports sports centre leisured people in society (c) ............... (ha\'e) the free t ime and
the money to Havel outside the ir own local area. For insranc(', it
water family is known (hat wealt hy Romans (d) ............. (go) to seaside resorts
city in Gret'ce and Egypr. In rhe seventeenth cemury the sons of the
han d tour
sports British aristocr.lcy (e) .............. (travel) throughom Europe to
acco mmodation capital
holiday improve their knowledge. With rhe rrulways and the induscria l
centre locker
luggage remluti on in Britain working~c1ass people (t) ............... (begin)
book
guide to tf:l\el. By the 18705 a ty'pical fumily holiday (g) ...... (be)
a day's crip to the seas ide. A century later, during the 19705. the
advent of the chl!'ap package hol iday (h) ............... (result ) in
many people bei ng able fO enjoy rhe sun, beaches and food of
Spain. Growing affluence, faster planes and imptQ\'ed facili ties
li) .... .. ......... (mean) rhat m ore and more people rr;l\'e! ab road
every }'e-ar and now people (j) .. . (begin) to wane co travel
further afield. 27
 4 Where People Go
look at the use of the definite article (the) in these 2 Complete the gaps in this conversation:
sentences. Decide if the sentences are correct or incorrect.
Paulette: Good morn in g, can I help yo u?
Correct those that are wrong.
Alexander: Ah, yes please. My girlfriend and I would
a Have you been to the Cezanne ex hibition at Tale Gallery?
like to go on a safari.
b Package holidays to ski resorts of North America are
becoming more popular. Paulette: (a) ...................... where you'd like
e Th e seven -day tour of the Europe included Innsbruck, to go?
Vienna and Venice . Alexander: Well, we'd heard that the game parks in
d A trip up the Eiffel Tower was part of the package. Kenya we re particularly impressive.
e The Buckingham Palace is open to visitors in August. Paulette: Yes, of co urse. Several companies run
packages to Kenya.
2 This text has no definite articles (the). Put them in (bl ...... ............. to go?
where necessary.
Alexander: We heard that September was a good time
to go. Th at's right, (el . ..... ?
As third hottest British summer
Paulette: Yes, but the temperature is pretty constant
on record appears likely to
throughout the year.
continue, rush abroad has reached
(d)
record proportions this year.
accommodation ... ........... .. in mind?
Al most ten million holidays
Alexander: We would rather go on a camping safari
have already been sold for thi s
than stay in hotels.
summer and remaining 850,000
Paulette: Let me show you this one in the brochure.
are Jeaving shelves at such a rate
As yo u can see, yo u travel aro und in
that holiday companies no longer
covered land rovers. The holid ays are for
have to tempt customers with
seven or fourteen nights. W hich (e)
lOod of price cuts they needed last
...... .................. ?
year. Alexander: It's all a question of price really.
(ftom Tlte Times)

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

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

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

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

A good attempt, **
near Rome.
A: Yes. Well, we have two excellent hotels in Rome which ..
but check your mistakes.

Some revision needed.

* 20

Talk to your teacher. ** 10

See your teacher now!
28 * o

Tour
Operators
Revision
Speechwork
Contractions
o 1 Listen to Mark. a junior area manager for the Balearic c In the north we have insisted on more sympathetic
development, and there you w ill find the excl usive
Islands, compl aining to a colleague.
As yo u listen, complete the gaps in this text: hide -away vill as.
d But in t he south we must develop a programm e of
refurbishm ent and improvements.
(a) ... .......... ....... ... . alt very well - we mighr have a e In particular we have to insist t hat tour ope rators do not
12 per cent share of all summer packages sold but organise pub crawls.
(b) .
You see (e) ....
. ...... .......... down 2 per cent on last yea r.
. ...... been hit by hikes in
o Practise saying them, then listen to the tape to check.

hocel rates. I chink local hoteli ees (d) .....

got g reedy after lase year's record seaso n. But British
Language Focus
[Curises (e) .......................... any more money in their The passive
pocketS this year than (0. ..................... lase year. And Rewrite the following statements u'ing the passive.
when you rea lise that the (g) ............... . For example: Four reps will meet t he flight .
recovered against the pound, you (h) ................. . The flight will be met by four reps.
be surprised chat many prefer [0 go to Florida or Turkey
where thei r (i) ....................... still buy more. a They w ill escort you to your hotels.
0) .... ... . ......... tried to offioad some of Out unsold
accom modation onto o ur foreign competitors but b They spend t hree days a week meeting arrivals.
(k) ........... .. not interested in self-catering
accommodation . So (l) . ............. ..... .... going to
be forced to reduce prices in August. c The hoteli ers have created overbookin g problems.
(m) ................... ....... also had to ca ncel cwo flights.
d The fall in the value of the peset a shouldnt affect the
number of holidays sold.
Practise reading the text aloud.
Compare your version with the tape.
e They did not offer us a welcome drink.

2 In these sentences. underline all the auxil iaries, the forms

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

a The south of the island has really suffered from the high-rise
building boom of the 60s.
b Now there are plans in the pipeline to improve these
properties.

29
 Writing 1
Yo u wo rk in th e personnel department of Global Tours Inc. in Tahiti.
Complete this letter to Sonia, a new rep, who is about to join your team.

Global Tours Inc.

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

Developing the Topic

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

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

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

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

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

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

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

Sun world sells 70 pt~ r c.'(>nt or capacity to give upgrades. La~t year w{' did not han-
HOLIDAY REPS from the main brochuTt' but latt' sales can
80

alternatives. So la.~t winter I spent a great

ENJOY A HARD inevitably c.ause prt)blems. "Last week we deal of timc red ucing alloCdtions heClusc
100 had people going to the same apartment we knew h otels had on~ rbo()ked."
DAY'S NIGHT block who had paid 1500 from th(' m ain
brochure, whjle some had paid i 150 for E 0
PALMA ai rport, 02.14 o n a ~ 1it1i ng unspedlled accommodation nn a latc THEY each :;pcnd ~ix hours a da)" in
Tuesday. A Boeing 757 arrives more or le:;s special. 'We ha" e created the prohlt:.'nl as an 85 resort and then carry out guiding Juties on
on time to h(' greeted h)" a four-strong 4S industry ()urseins. \VI;' try to offt'1' excursions. Tht' popularity of Majorca as
team of re presentatives from tht" airlines good-q uality ac.commodation hut must th~ UK 's top pal..-kage-holiday destination
chartere r. Sunworld. Ha\ing t".ndured the compete with the market. At present one means it is a good training ground. "If they
lengthy wait to get their luggage, clients arc major o p('rator is ofl'ering a week's half c.m look aft er 1,000 client." in SUOlm('r
put on coachc!I and minibuses to the ir flnal board in a three-star hOlei for . 139, 'Xl ht"re , a few hundred in ",inter in L.mzarote
destinAtions. Majorca's di\'crsity m e.lOs thi.'lt 50 upsetting the balance of the market.I> Like is easy. The variety of clients aho pro,;dcs
the ain:raft disgorges farnilil"S on all major operators, reps arc s('nt to good training. Th(~y rang(' rrom thosc.~ on
10 mainstTC'..am holidays, youth groups and int en'i(~w other companje~'i' clients to find thdr first foreign ho liday to VIPs
those taking upmarket villa hol idays. out wh o is selling what and for how much. oct.."1..Ipyi ng seclud ed ,iUas. One of the big
9S complaints about Inta..<;;un was that the reps
A 0 c o Wen! nc,.'n:r in tht: hotel, which i:; why we
employ so Illany t.ran~-ti::r rq)s. But in cerLlin
SUNWORLD ' S team handl es forty-fi\'c "FI VE administration stafl deal with propertic.~, especially 'lilIas, we operate a
flights a wee:k split m'e r three flying days. 55 tht'sc in rest)!'\. O u r complaint ratio is 1.9 dial -a-n!p .~cT\"icc. Many p\:opk just want
Su rpri singly for .~ur.h a lat e: hour, 86 pef pt'r cent, which is good c.(msidering half 100 to be left alone."
15 cenl of those arr iving on th" ']u csday those arc time-wa.~tcrs or insurance
morning's thrt'l" nights aH~ fam ili es claims. Th e team deals with (\"crything. Unlikt' ~mw other operators Sun world
,woiding expensive weekend price from minor problems slich as not having sp3rcs its reps the indignity of having to be
supp l t~ mcnts. 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
"IN summer w e d(>'a1 with 5,000 arri\'31s custody. Noise complaints arc also 105 work ir you see them on stage doing th ings
20 a week so that m eans we can have 10,000 in e"itable given the island 's mixed they are not good at." Most spend a couple
people on the island at anyone time," said d ientl'it!. WI! try to allo(:ate famili ....s and or days a w.... ck handling arrivals
Mr Tyrer who works twelve hours a day. 65 you ng people separately but e \'en in good and departures and holding welcoming
six days a week during th{' scvt"n-month fam ily properties there can still be an mcetings. Oth('r d ays arc occupitJ by
summer sc.'ason. element of young people. It is a problem 110 accounting. manag<,"Il1('nt m e("tings and
throughout the isla.nd. Yilla \isits.
25 LOOKING aft(T Sunworld's cli ent..: arc
his 109 staff, split into the main tour ist o o F o
areas ()f tht:.' north , south and t'ast. Among
~h em, forty- six r ep s loo k after I SO "T HINGS got worse w ith indu ~t ri a l T HEY want to know what ('"\'er~l.hi n g
propt~ rth:.'i. includi ng thirt), villas. 70 action by French air trame ("ontroller~ costs. "There is a nm~tant oemand ro r
which tTeated severe aircraft dela)"s. Our information," ~aid Rchccca, ,1 rep in Puerto
B 0 iong<'st delay waS h\"chc hour!: following a 115 PoJlt:nsa. This is ht'r first st:J..SOn in Majorca
t~chnical prohlem. 'We put people into but ~hc is coming hack for more. '" did not
30 WITH a 118,000 <..-apadty on the b land ho tels, but Hnding 180 beds in Jul), or bclic\"c people when th,~y s:a id t1lis was a
to sell, Mr Tyrer's staff remain in daily 75 August i .~ not easy," h(' expl ained. He paid (('ally attra(:ti,'(' joh but it i ~."
contact with their com.mercial dc partm e nt o ut L I 20,OOO las t sum m er for 2,200
in the UK . "For the following week we can complaints in r esort mainly due to (rrnm Tral-el Trade G<J7.arc)
still have between 300 and 500 scats lert to o\"erhooking~. "It wa:- all n'co\'(~ red rrom
35 scll. It is important we redet "err (Iuickly," hoteliers," he added . ''This year we are able
he said .

31
2 Read the article on page 31 again and tick the phrase 4 property/ properties (lines 66 and 98)
which best completes each statement. a personal belongings 0
a The three Tuesday flights: b land and/or the buildings on it 0
1 have a supplement. 0 c a quality or power that belongs to somebody or
2 arrive at night. 0 thing: The medicinal properties of a plant. 0
3 arrive in time for lunch . 0 5 handles/handling (lines 12 and 107)
4 are popular with families. 0
a to touch or hold: Do not touch the exhibits 0
b Tour operators: b to control with you r hands: the windsurfer
1 tell each other how much they are charging. o handled the board with skill. o
2 send their reps to ask holidaymakers how much they c to manage or deal with : my secretary will
have spent on their holidays. o handle all the arrangements. o
3 send their reps to find out how much holidaymakers
know about package holidays. o
4 only send their reps to question business cl ients. o Listening 1
c Last year:
hoteliers were made to pay the tour operator
o listen to this conversation between Marianne, a reporter
for the financial pages of a British daily newspaper, and
compensation. o Mike Butler, a financial consultant.
2 hoteliers didn't allow Ken to give upgrades. o As you listen, decide if these statements are true or false.
3 it was easy to find 180 beds in July. o
4 hoteliers paid back the compensation paid out to a Holiday pri ces fell in May. T 0 F0
dissatisfied holidaymakers. o b Three million holidays were sold at half price. T 0 F0
c Last year tour operators sold 9.5 million holidays.
d Tour representatives: TO FO
1 are in their early 20s. o d This year more holidays will be sold . T 0 F 0
2 are all 22 years old. o e Over a th ird of British fam ilies go on package holidays.
3 work six hours a day. o TO FO
4 can't act. o Travel agents only sold this year's holidays to people who
hadn't had a holiday in 1995. T0 F0
Vocabulary 1 9 Accommodation prices are rising faster than inflation.
These wo rd s appear in the article Holiday reps enjoy a Hard TO FO
Day's Night. They all have more than one meaning. TIck the h Each of the big tour operators has 17 per cent of the
dictionary defin ition, a, b or c, which best fits each word's market. T 0 F 0
meaning in the article.
Vocabulary 2
stifling (line 1) In Listening 1 Mike Butler used several expressions to
a very hot: It was a stifling day. o describe the profitability of t he market.
b prevents breathing: A <tifling atmosphere. o Link the expressions on the left w ith their meanings on
the right.
c prevents you from thinking: I was so frightened; their
behaviour was stifling. 0
to stick to prices to ask the customer to pay for
2 to endure/endured (line 5) your increased costs
a to support or bea r: We have had to endure many years to discount (fares) to fall sharply and suddenly
of inflation. 0
b to remain alive or exist: A city built to endure. 0 to plummet (of prices) to force an increase (in sales)
c to suffer something painful for a long time or to deal
with an unpleasant situation: There are limits to what
to boost sales to force an increase (in something)
the human body can endure. 0
3 disgorge (line 9) to cut (prices) to lower (prices)
a to brin g food back through the mouth from
the stomach: After eating Jonah, the whale to sit tight to maintain prices. not to
disgorged him o change them
b to th row out/emit: The chimney disgorged smoke. o to pu sh up to take a percentage off prices
c to flow out into the sea: The Mississippi disgorges (e.g. 5 per cent)
into the Gulf of Mexico. o to pass on to wait without doing anything
 e Tour Operators
Listening 2
o li sten agai n to listening 1 and take notes under these headings:

1 f'ArrERlfS of SAL S
2 ,vt/"'''E/? dF Srl l FS
3 t/,vsoLP IItTl IOAYS
4. mEIIvVIISrR.Ys U1A1CERAIS
5 U KElY OZIrc dMFS

Writing 2
A group of local hoteliers has been approached by a large British-based tour
operator which requires 4,000 beds a week for next season's brochure. Last year a
tour operator was unable to fill his all ocation and refused to pay. Local inflation is
ru nning at 7 per cent. The hoteliers would like to know what the current situation in
the holiday trade is in Britain.
You work as an information officer for Strong. Berkeley and W righ t. a firm of
brokers specialising in package*holiday shares, who have been asked to write a
re port for th e hoteliers on the current situation .

..., Complete this part of the report usi ng you r notes from li stening 2 .

Patterns of sales of package holidays

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

Number of sales
..... ................. ......
Early predictions forecast ........... .. ........... .. ............... ... .................................. ................ .. .... .
At the present time, it is ............................................ ..

Unsold holidays
............... .. ............................................... ............
There are .... ........... .. ........... .. ......... .
...................... ..
In order to sell .. ... ... .. .. ....... .. .. .. .............. .......... ........ .......... ..... .

Conce.rns
........................
There is a fear that ...................................................... . ......... .............. .
............................
The cost of accommodation ............................ .. .......... ..

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

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

4
-..J. \. ../ Lesley: 110 ....... (tour) the island. I (9) ..
(stay) in three resorts: Montego Bay, Ocho Rios

~ and Port Anton io.

)~ Dominic: Has your itin erary been planned for yo u or

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

Speechwork
Pausing and rhythm
On the right is t he soundtrack for one of th e Cyprus Tou rist
o sublime queen/of breathtakinlJ beauty.!
I can but marvel/at your radiance/and warmth.!
Board 's British television com mercials. Yo u have bee n asked
And from the abundantl{Jifts/you have bestowed/upon
to sy nchronise t he soundtrack with th e vid eo.
your peoole/
Practise saying it so that you respect the pause boundaries (/),
It is no wonder/to !1JJ:/ that Aphrodite herself/
the intonation patterns and the speed of delivery.
Was raised/against your/gentle shores.
o Compare your commentary with the tape .
Practise saying it. Oh Cyprus/
Fall/in love.

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

attend have e manated pay tribute to

U CKED away to the west of mainland Europe, Dublin is catch a glimpse of engrossed proven

T probably one of the world's (a) .......................... .

secrets. Being less ea.<;ily at.-cessible than other capital cities
in Europe has proved to be a (b) ...................... advantage, as
descen ds
diminish
stroll
linger
mingles
to suit
relates
retain

it has allowed Duhlin to k eep its (e) ... " ........ ., village
atmosphere. Dublin is a city o f contr a.'it<; and contradictions.
Writing 1
Medic,.,1 and Georgian anhitt:<.,ture prOVid e a (d) .................. .
The fo llowing extract appeared in a brochure advertising
backdrop to the (e) ............. and lh'c1y strcct s filled with
Irish golfing hotels. The adjectives have been deleted.
entertainers of all kinch:J1H~ aroma of{t) .................... coffee
Add adjectives in to make the hotel appear as lu xuriou s as
mixes w ith the d istjnct smell of hops from the nearby Guinness
possible ..
brewe ry, drawing the visitors indoors. Street ~sid e cafes and pubs
are always buzzing with (9) ... . . .. . . conve r sations and
,;~itors may soon find thcmsehC's invo lved in topicS as clj" erse as HOTEL DUllloe CaS(l<.~ is ideal for your golfiuO'
;::, holiday.
sport, poiitio; and liter ature, or the o ld fa"ourite - the weather. Situated in parkland, the hotd provides mtuft- Io ..-ers with a
In 1988 Dublin celebrated it" 1 ,OOOth birthday and was break. Stroll through gardens w hich r('lll"ct Ireland's magic and
dc~ignat("d European Cit)' of Culture in 199 1. Many vi sitor
m arvel at a botanical collection which has \\'01) awards. EIUoy
attractions throughout the city show its fascinating history. Th ere
rhe facilities, including indoor tennis, ;) swimming pool. riding
are a variety of m use ums , art gall eries and \' i ~ i tor attractions for
e"ery tarte and agt-group. Take a walk along ont of the m a.ny and fi.~hj ng. The hot~l iudf is luxuriously furnish ed . Sip a ~
Heritagl'" trai ls or fo llow the City's RVl'k 'n' Stroll trai l which drink in Our bar or sample the resra uranr'~ cuisine.
tclll\ a myriad of (h) ...... .. fa cts about the Illil ny
famous musk-iam who have come froOl this (i) ............... <"it)'.

U' tht: hustll' and bustle o f the city prove too much you can .,lw3),s
take a trip along Dublin 's (j) .................... coastline or ('xpior('
the nearby Dublin m ountairu. Pay a yisit to Malahicle Castle and
~'ou may be lucky enough to see briefly Puck, the
(k) ........... ... ghosl.

The choice of cntcrlainment does not lessen as darknes..~ falls

and the "isilor is faced with the dilemma of chOOSing whethe r to
'isit one of the' many theatres, go to a (on('".('rt at the National
Concert Hall , walk through the li vely ped estrianised area of
Temple Bar or take time o,'er a (l) . . meal in an
(m ) ...................... restau rant.

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

35
 Developing the Topic
Vocabulary 3
Name the activities in the pictures.

.JJ: .': -
~-~

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

match bat tow rope tee swing stew

ride ree l pedal pann iers lock dessert
line jetty w icket iron ingredients pads
han dlebars g reen hors d'oeuvre fairway entree bait
crossbar coarse club

Reading
The article opposite describes how the sport of cricket contributed to an increase in
tourism to the West Indies from the UK in August 1995.

Read the article and answer these questions:

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

Test Series* Gives Big Boost to West Indies Tourism

C an cricket sell holidavs? h seems
unlikely that rhe gamC'- can convince
British holidaymakers to book an expensin'
trip (0 rht, other side of the world. Ytt cricket
does appt'3r to have a role, at least in the
salvation of many Caribbean islands wi th
hopes of ,Ittracri ng upmarket clients. The fan
th.u during this long, hot summer up to 4
million peop le have watched [he Test Matches
throughom the day on television stems w
justify the marketing people's optimism.
Cerrainly, Butch Stewart, the hard-he-aded
chairman of (he rapidly expanding Sandals
chain of resorts, has been happy to spend 2.5
mi llion to spon.sor rhe West lndies nicker
team. Each time the tension rises and even 000-
nicker supporters switch on they see the name
Sandals emblazoned clearly in red on the \Vest
Indians' white sh ires. When the team captions
are shown, they cannOt help bur notice that
Richardson, Ambrose, Keith Arrhurton and
Kenneth Benjamin come from the romamically
named l.ccward Islands and J unior Murray is
from [he equally e\'QCarive Windward Islands.
\\fhere are chese mag i(al islands which
can produce such ukor ? Our come adases
and, with rhem, holiday brochures for rhe
Caribbean, or so the Sandals s(a ~Th ope.
Suddenly Amigua and Nevis in the
L("cwards and Grenada in the Windwards look
particularly appeal ing, ('spc<iall), when (he
new British Airways Holidays brochure
appt:ars coinc identally in rhe nave:! agen<.:ies
luring u a"dlers ro Jamaica, the home of
Jimmy Adams and Coun ney Walsh and to
Sherwin Campbe ll 's Barbados.
Some insist (har on ly 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 contrad ict this. 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 the market with holidays ftom
4.55 for two weeks' stIf-catering in Barbados
to 2 ,989 for rh ree weeks' fuJI board J.t rhe
island's Tamarind (o\'e, ml1ch of rhe increase
has been in the costlier all-ind usivts.
Overail, according CO (h e: Car ibbean
tou rist organisJrion, 4 per cent more Britons
wi ll visit the island rhis year compared (0 -'
per cem fewer Gtrmans. But then nOf many
Germans play crit"ket.
Brifish Airways Hoi idays says [bar there
has been a 60 per cent increase in irs own
booki ngs for the Caribbea n and that
surpri si ngl y 23 per (em of irs clients ask for
an upg rade from economy to bus iness class on
the eight-and-a-half-hour flights .
Caribbean Connections, which
concentrated on ta king (ticket supponers to
watch England play in the \Vest Indies twO
years ago, saw its business rise by more rh<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!)

,. T~ ( ~ri~ = a comperirion between tWO national cricket teJ.ms inHlh'ing .'ie\"eral ma:he~ (or gJ.mt,~) .

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

British Germans

a How do visitors regard Ireland? as both a domestic and an international destination as an international destination

b What type of holidays do they

come for?

c A re th e majority independent
travell ers or package
holiday makers?

d What type of cli ent does the

Tou rist Board target?

e How and w here do they publici se

and market Ireland?

f W hat aspects of Irish life do they

st ress in the marketing?

Writing 2
You work as a research assistant for yo ur local tourist board, which is lookin g
at different ways of promoti ng a destination to different nat ional markets.

Using the notes above. write a short report describing the ways Ireland is being
promoted and marketed both in Britain and in Germany. 37

Responsible
Tourism
Revision
Speechwork
Word boundaries
o 1 listen and write down what you hear. There is more than one word missing from
each gap.
a More than 5
b ... holidays w hale watching.
c 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 traveLagents~are promoting whaling trips.

a They th ink that t his is a better economic alternative than killin g them.

b But they permit evening as well as daytime trips.

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

d If w hales are to survive this, then governments have to draw up strict gUidelines at

once.

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

3 You work as a tou r guide aboard "The Montcalm", a w haling cru ise ship t ravelling
from Sweden to Greenland. Th is is the first day of a five ~ day t rip.
o Record the following announcement for your guests. Then compare it with
the tape.

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

economic countries n an article recently published in The Times il was

foreign
metropolitan
fares
commu nities
I (a) ......................... Ihat out ollhe 120 million glossy brochures
which are prinled every year 38 million are Ihrown away. II
competitive eco nomy
(b) . .. ............ thallhe reason why these brochures cannol be
global opportunities
recycled is because ollhe inks Ihat are used in the prinling process.
indigenous ownership
However Ihe chairman 01 Green Flag Inlernational, a non-prolil-
making conservalion organisalion, is (c) ........... lour
a belonging to somebody who does not live in your country:
operalors 10 become green and 10 save paper. He (d) .
thai saving Irees will also save Ihe operalors money. He also Iries to
b local people native to the area:
(e) ..... ..... .. ... holeliers 10 conserve scarce resources by saving
c all the goods and services produced and traded in t~e world: waler and electricity. He to .......... Ihal they no longer
change lowels daily and (g) ................... .. ........ Iheir guesls 10
d cheap flights: ............... .. swilch ott lighls when leaving rooms.
e nations with large cities : He (h) .............. Ihe campaign is an attempllo slop
chances for a co untry to become wealthy: 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) .. ........................... .

39
 Developing the Topic
Reading
Read the article to answer these questions.
a W hy were the fishermen angry?
b What happened to the sea cucumbers?
C W hy are tour operators concerned abo ut 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 like to happen to the park entry fees?

Battle to Save the Galapagos

"E NCHANTED island s or infested
islands!"' reads the sign at the
Charles Darwin Research Station in
the Galapagos archipebgo where the land and
marine habirat has been experieDcing
an horrific SfCles of
ecological reversals over GALAPAGOS
the pnS ( eighteen
momhs.
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 subseq ueO( ban on rhe sea cucumber
trade led the fishermen 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 have land animals such as the giant tortoises
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{(~-rest in the Galapagos is calculared at more
than SS million annually from the boom ing
ecowurism marker, are al so taking steps to
protect [he islands. The Enladorian authorities
have nOt only banned export fishing emirely,
but have also prohibited che issuing of any more
tourism licences and promised a flttt of parrol
boa u and ai rcraft to enforce the new
regulatiOns.
Since when, other
problems have come co (he
PA.cJFIC
OCEAN 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
tourism is
flourishing. But perhaps most
devastating of aU is {he effect
of introduced animals and
plant life on the indigenous
spec ies.
Galapagos' extraordinary
array of wildlife, particularly
iguanas and seabirds, has no
defences against predators
such as cats and dogs. Nor
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 arrival of che malarial mosq uito,
have now choked great rracts of the islands.
Ironically, the malarial mosqui to has not
f'Scahlished itself, but ocher unintentionally
introduced spec ies 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
already imprttSsive. He
insisted that the brand
of tOurism praCtised is
generally low impact,
closely controlled and
highly educational.
However, ochers worry
rhac rouriSt numbers art
growing unacceptably
fast. The agretd annual
limit is 40,000, but lase
year more chan 55,000 people visited the
islands. Some local tour opera(Qrs, it is alleged,
are Side-stepping the new tOurism liccnce
restrictions by squeezing more berths into their
bo.1.ts. The~' also regrer cbar much of the park
entry fee of about S2 per overseas visitOr is not
reinvested in the park. This means thac tOurism
does not bring the unquestioned benefits to the
park that it should.
(ftom The Tima)
 e Responsible Tourism

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

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

c animals that hunt other an imals: Listening

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

g a means of earning money Whcg~ (lh the'i hc-M~s

S~
1i1e bm.t a.ul Uu. crew
fx~
Writing l..ouU f2LDPIu>
~ You work for Exotic Destinations. Your MD has decided that all yo ur
clients travelling to India w ill need t o receive a set of instructions
about the way to dress w hile on the Indian subcontinent.

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

Instructions for Travellers to India

Clo/hiTlS 2
3

cotton not synthetic 7

5 6

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

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

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

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

Brimonia is a large Bri[ish air charter carrier.

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

STAGE 2

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

d Take into account profitability targets. maintenance requirements and efficient use of
aircraft and their ........................ .
e Negotiate slots at airports. Check airport's ................................................. and noise restrictions.

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

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

STAGE 5
i Decide on plan .

STAGE 6

--.--
Negotiate with airports and other airlines through
..................... aviation network.

STAGE 7
k Go to the International ........................................ ..
conference to negotiate.

STAGE 8
Make final adjustments.

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

45
Reading
look at this diagram of a plane, which shows the advantages and disadvantages
of sitting in various places.

These words have been deleted from the text. Put them back in the correct places:
WHICH SAT
w indow smoking close
aisle bulkhead emergency exits
three empty last
last middle

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

a seat Very c seats of

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

to toi lets Not

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

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

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

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

Row behind .. seat The

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

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

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

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

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

Expected/required Hap pened/received

MEMO
Chri s To:
From: M;lTianna Corradi
Can YOll p lease deal with this letter? Apologise for the
unfortlmate incident nnd explain that this is not our usual
standard. Promise we w ill look into the aUegations of
rudeness. BUT point out that:
1. our brochure does not stipu late the age of our reps.
2. all ou r reps are highly trained.
3. the brochure statcs tha i there needs to be a mjnimum of
8 people for the Golden Group package.
As gesture of goodwil l offer 4 vouchers for day trips to Paris
and Brussels.
Many thanks. See you back in the office on Monday.

o 2 listen and underline the stress in these sentences:

48, The Vale Sunny town Devon DC4 56JK

a We' d asked for an apartment w ith a sea view but we re 7th December
given one with a view of the courtyard .
The Customer Relations Dept
b Th e children needed to sleep at ni ght but th ey we re kept
Exotic Destinations
awake by the noise.
Pacific House
c We asked for 600 but they only offered a mere 100. Randolph Way
London W7 Y BOT
3 Pradise saying these sentences:
Dear Sir,
a D id you ask for two cold drinks or three?
b O n this flight th ere is a stopover in D ubai not in Sin gapore. My husband and I have recently returned from one of your
c I asked for sparkl ing not still water. Golden Group holidays in Tunisia .
d The brochure adverti sed accommodation on a quiet beach We chose this holiday in preference to many others as we
not in the city centre. w ere assured both in the brochure and by your agency staff that
e It's not head office that pays compensation it's th e individual this particular package catered for retired couples like ourselves.
We understood that our specially organised activities would be
shop .

o Listen to the tape to check .

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

Yours faithfully

/fit~
Katherine Hopper

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

An Unfortunate Incident at Ridgeway Tours

Ridgeway Tours has always had a reputation for having well~
trained staff but. following the expansion of the company\ main
tour programme. they had taken on a number of very
inexperienced staff, not all of whom had been properly inducted
into the company's operations. One of the new sales staff. Jane.
took on 'l telesales job as a temporary measure, and had no
intention of staying more than two months - just long enough to
save enough money t() go off on a summer holiday. Jane's attitude
to the job retlected in her work. She failed to record details of
booking~, was sometimes rude to custOmers phoning in and , for
most of the time. adopted an attitude of 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
rightly received a ticking off from the reserv3t.ions supervisor, the
agency received an apology, and confidence was restored once
more.
Inter-World Travel had never used Ridgeway Tours before but.
due to a number of difficulties i n finding a suitable holiday for a
large group, the manager telephoned Ridgeway to make a
reservation on their new programme. Unfortunately for the tour
operator. the very person who answered the call was Jane and, true
to fOffil, she treated the agent in her usual manner, failing to show
any real interest in the booking and ringing off before the agent
had properly fi ni shed the call. The agent was neither pleased with
Jane's attitude, nor the service be had rece.ived but , unlike ABC
Travel, the agency had had no previous dealings with Ridgeway
Tours and did not realise that Jane's attitude was in no way
typical of the attitude of the whole company. Although the
manager of Inter-World urgently needed to find a suitable holiday
for his clients he felt that it was vital to entrust the booking to a
reliable tour operator. He thought ovcr his conversation with Jane
and decided that he couldn't afford to take a chance with this
hooking. He then walked out of his office into the agency and
spoke to his staff: "Can I just have your attention for a minute ...
Ridgeway Tours - no one is to make a booking with them under
any circumstances. OK?"

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

2 In paragraphs one and two, find the idiomatic expressions that mean:
a apathetic or careless attitude: ...... .. .... ................... .
b a reprimand: .............. .

Listening
Peter Garfield, t he perso nnel officer of Global Tours, is
giving a talk to a group of trainee t ravel consultants.
o 1 listen to the tape. In which order does Paul deal wit~ these
top ics:
a accu racy D d perso nal appearance 0 H e telephones back after tWO hours, apologising for
b confidentiality 0 e reliability 0 the delay and explaining that things have been very
c body language 0 f loyalty 0 bu sy in t he agency ,md that th is has been the fir st
o 2 listen again and answer the questions:
fa Why is it important to dress neatly?
a Why should we try to look at t he person w ho is talking to
us?
c W hat should you do if yo u don't know the answ er to a
quest ion?
d Who w ill th e customer rem ember?
Reading 2
Answering Customer Queries
Louise, Ali son and Ph ilip are t ravel consu ltants.
Read how they dealt w ith a problem and decide which one
impressed the custo mer with the service they gave and
w hy.
A Louise is busy behind her desk. She picks up the
phone to :1 custo mer who w ishes to find om: about rhe
visa arra ngements necessaq' for t\ visit to th e USA.
Lou ise does nOt ha ve the answer to hand, but
promises to look up th e informatio n for the cusromer
and says, " I'll phone back as soon ;,\s I've checked for
you."
Some three hours later she telephones the customer
with the necessary information.
8 Alison works in a ci ty agency, where people are
consta ntl y coming and going. She picks lip th e
telephone just after ttn 0 'd ock to a customer who
wants some general advice on ho liday destinations and
a few idl'as for a fami ly holid ay. She promises to ca ll
back, though shc lets the customer know th at things
are rarhcr busy.
"\Vc're ve ry bus)' at the momen t, so I can't really S3)'
that I ~an phone you back straightaway, but I will
promise to ring back by rwdve o'd()('k."
In fact, Alison telephones the customer just before
eleven o'clock w ich the required information.
I1!l Customer Relations
c Philip is work ing in a busy office. He picks up the
telephone to a clie nt who wants some flight
info rm ation for a trip to Austra lia. He too does n Ot
have the required information and promises to phone
back.
" I'll phone back in ha lf an h OllI."
opportunity he has had during the morning.
Vocabulary 3
Louise did not have the information to hand. = Louise did
not have t he informatio n o n her desk .
Use these expressions with hand to com plete the
following sentences.
in hand on hand offhand by hand to hand underhand
a I'm afraid I don't know. . how many people have
booked for the Skyways trip to Madagascar. I'll ring yo u in
an hour w hen I've looked it up.
b He w ouldn't have mind ed so m uch if th ey had told him t o
his face that they wanted to dismiss him . It was the
........... way in w hich they did it that upset him .
c Instead of posting t he letter, he decided t o deliver it
d She always kept a pencil and notepad ... ... on t he
desk so she co uld take notes w hen peop le phoned her.
e Don't worry, everything's . Th e paperwork w ill be
completed on time.
Should a guest be taken ill th ere is always a doctor
Writing 2
You work as a travel consultant at Global Tours. Peter
Garfield has asked you to w rite a set of instructions for new
staff on how to give a good impression.
The first one has been done for you.
1 Al.watJs dress l\.O.<dl1j aJ1d ~ !<"ep ~ou.( sh.<>el>
clea.n. a.'\d po-lis.hod o..nd .:Jeur clothos weU- fU"sseo..
:2
51
 Review 2
Units 6-10
Language Review
6 Tour Operators
Rewrite these se ntences, beginning w ith the words in b You are in a tax i going to the airport. Yo u tell the driver to
italics. hu rry. Do yo u say :
a Ai r traffic control delayed BA 456's landing. Please hurry, the plane is leaving at 12.20. 0
The landing of .. .. .. .. .. ................................ .. ................ .. .. .... . 2 Please hurry, the plane leaves at 12.20. 0
3 Please hurry, th e plane w ill leave at 12.20. 0
b Al l hotels are inspected weekly.
The reps .... ........... .. .... .. ... ...... .. .... .... ... ......... ........ .. ..... ... ..... . . c A frie nd suggests ringing yo u at 9 .00 a.m. tomorrow
morning . It isn't conven ient. Do yo u say:
c Pub crawls have bee n banned. I'm sorry, but at 9.00 a.m . I'll be checking in new arrivals. 0
The local council . 2 I'm sorry, bu t at 9.00 a. m. I will check in new arrivals. D
3 I'm sorry, but at 9.00 a. m. I am check ing in new arri vals. D
d Coaches take the tourists to thei r hotels.
Tourists d A customer in a travel age ncy asks yo u abo ut her room in a
hotel in Corfu. Do yo u say:
e 9.5 million holidays were sold last year. 1 You r room is havin g a sea view. o
Tour operators ... .................... .... ... .. .. ... .. ..... ... 2 Your room w ill be having a sea view. o
3 Yo ur room w ill have a sea view. o
2 Decide if these sentences are correct or incorrect. Correct
e The hotel manager asks you w hen he can have the up-to-
the sentences that are wrong.
date report on tourist arrivals. He wants to show it to the
a It is believed that the trend to book late holidays w ill area manager at 5 p.m . tomorrow. Do yo u say:
continue. 1 I wo n't have finished it until 5 p.m. tomorrow. 0
b Versailles and Fontainebleau visit many people every year. 2 I don't finish it until 5 p.m. t omorrow. 0
c Children under 12 are not allowed in the bar. 3 I am not finishing it until 5 p.m . tom orrow. 0
d All rates negotiate between the tour operators and the
hotelier. 2 Complete the sentences below with the correct form of the
e The guest was offering alternative accommodation last verb in brackets:
night.
a The pres id ent ... ........... .. . ..... . (open) th e new hotel next
month .
b Look out! Th at guest .. ... (faint).
7 Promoting a Destination .... (stand) for
c By the year 202 1 Genoa University .
Letters a--e describe five situations. For each situation there
550 years.
are t hree sentences. Tick w hich one you would say.
d At 9.05 tom orrow evenin g I . (give) a
a You have accepted a su mmer post as a tour rep in Bari. A welcoming talk to the new arrivals.
friend asks you about yo ur plans for Friday, 5th May. Do e By the end of the seaso n we .. ... .. .. ........ (ac hi eve) 88
you say: per cent occupancy rates .
1 I will fly to Bari to start my new job. o
2 I am flying to Bari to start my new job. o
3 I fly to Bari to start my new job. o
52
 Review 2, Units 6 - 10

8 Responsible Tourism 10 Customer Relations

Choose a suitable verb to replace said or told in these
sentences. Then rewrite each sentence in reported speech,
making as many changes as necessary.
For example:
"Dinner is served, " said t he master of ceremonies.
The master of ceremonies announced that dinner was served.
a "Would you like to join us for a coffee?" said the youn g
American to the tour guide.
b " I didn't take the old lad y's bag l " said the chambermaid.
c "Yes, the plane does leave at 4.55 tomorrow morning,"
said the check-in clerk to the custo mer.
Tick the correct sentence in each pair.
a The guest remembers to lose his wallet last ni ght. o
Th e guest remembers losing his wallet last night. o
b The manager stopped to w ork w hen the visitor arrived. 0
The manager stopped w orking when th e visitor arri ved. 0
c I regret t o inform all clients th at th e restaurant will be closed
for refurbishment until further notice. 0
I regret informing all clients that the restaurant will be closed
for refurbishment until further notice. 0
d The tour guide warned everyon e in the party to t ake care on

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

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

e " You should take out travel insurance before yo u leave,"

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

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

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

d I came across. (it)

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

employees. Well tried! **

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

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

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

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

d The restaurant offers alan

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

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

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

At the Majestic they have

(juniorI luxurious/four/su ites)

9 All staff will be iss ued w ith

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

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

(fiftee nth -century /Veneti anI pricelessl chandelier)

2 Join the two parts of the compound adjectives from

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

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

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

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

o Listen again and underline the part which is stressed in

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

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

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

55
 Writing
Yo u work as an advance rese rvations cle rk in the Majestic
Hote l in Davos, SWjtzeriand. Majestic Hotel,
You have received t his letter from an exclusive London
travel agency. You have worked w ith them before and value
Davos
t heir custom. Enioy perfect
hospitality and
uHobtrusiue elegance
The Independent Skier in this luxury .5" -star
43~ Piccadilly Sueet hotel. All rooms are
London spacious and
W1A2ST comfortable, designed to help yo" relax in the fresh
Reservations Manager
illvigoratillg alpille air. After a day on the Alps
Majestic Hotel unwind in our exotic pool or dine by candlelight in
The Promenildc our penthouse restatl1"ant.
Dayos
CH7DO Individual winter rates to include overnight stay, buffet
breakfast, 4 -course dinner, welcome cocktail, use of
16th January swimm ing poo l and sauna, parking, transfers from and to
the railway station, scheduled shuttle hus to the ski
Dear ......... .. stations, and services and taxes.

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

One of our most valued clients has expre:;sed a desire to spend a
few days in Davos from 17th-21st February inclusive. Single Double
He is travelling with his two teenage son~ and would requ ire two Standard: 215 SwF Standard: 590 SwF
adjoining senior suites on the top floor with half board. They Superior: 300 SwF Superior: 620 SwF
intend to fly to Zurich and trave l by rail fo Davos. Can you
please arrange for limousine transport to the hotel? They do not Junior suites (double) Senior suites (double)
wish t() take n.dvanUlge of the hotel bus.. 795 SwF 950 SwF

Tbey would abo appreciate it if you could arrange in advance lift
passes, paragliding and snow-boarding se~sions.
Payment will be made by credit card On arrival.
Please c{)nfinn by return availabilj ty and your lenns.
Could you also forward us some copics of your most up-to-date
broch ure.
With all best \\'ishes.
Extra bed from 12 years: 150 5wF per day
Child reductions
to 6 years: free in pare nts' room indo breakfast
6-12 years: 65 SwF per day incl. breakfast
Skiing: downhill and cross-country skiing, snow-
boarding, paragliding, ice skat ing and tennis all
available.

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

Come to Davos,
Sarah Bowen-Lyons the internationally
Senior Travel Consultant, Swiss Des.k famous centre for
sport, culture,
health and
Write the reply using the following information and congresses, 1,560
inventing any other details: metres a bove Sea
leve l in the heart of
Switzerland's
H<\~E'itic H"o"t!l
l't -.::( Feb! r
holiday regio n.
(Ut-~:)
lnternational
connections link
Davos with Europe's key cities and Zurich airport. Air
travellers can check in their bagg,lge directly from their
destination to Davos. The hotel bus will collect you from
the station in Davos Platz.

Developing the Topic
Listening
leo NOlJobilsky is the manager of t he Grand Bohemia Hotel in Prague.
You will hear him talking just after the hotel re~opened in 1993. As you listen
o answer these questions:
a When did the hotel first open?
b What was it then cali ed?
c How lon g did the present refurbishment take?
d How many people can the restaurant cater for at one sitting?
Reading
Leo Novobilsky described t he rebuilding of a traditional hotel in Prague. But is this
w hat business travellers want in t he hotel of the future?
Read this article to find out.
Seeking a
Grander
Hotel
rtquent busi nm rr.lvellers - known as "road
F M
warriors in hotel jargon browse they make
more dun twenty business trips :I year - want
gr{'ater ~mflha.sis on service from hotels before new
technological dt\'elopmenrs surh as checking in and
out with smart cards.
nlis was one of tht (tnml conclusions or [h~
in\"it:ltion-ooly seminar on tilt HOtel of the Furore
held at London's Hratt Carlton Tower Hotcll:lSt week.
~ J want a hotd nOt only to proljcle (onsis(C'ncy of
seo'ice but also to empo91t'r staff [0 have [he
authority co solve my problem at the same time:
siid Ms Thomas, :J European Medi:J director :Jnd one
of the seminar pand of frequent tf2\'rlJ inl)
executives.
Mr Bebbington, who is another "~'arr ior~ , on the
food for three months or more a }'ear, recalled how he
had been horrified by the ~rvice at a tOp hotel in
Smgapore.
"f was chargtd a htft), deposit when 1 askNl co use
a fn: in m)' room and then had to 5Uffer dIe indignity
at check-ou ( of waiting while ;\ hOld employee
checked my room to Set if the fax was sti ll {here
btfore {he deposit was rerurned," he s.lid .
Mr Nadeem, a law)"tr, also emphasisro seo'ice,
e Why are t here so few managers?
How are reservations made?
9 Where in Prague is the hotel located?
h What type of dishes does the chef prepare?
saying he tried to consure good ueatment by
establishing and mai ntai ning cooracts with key stafT,
~ l like to use hotels whcre I know the general
manager,~ h~ said. "J thi nk it is "cry importanr to be
recogrused as a regular guest."
Another pand member, Mr Paget, argued that the
hotd of {ooay is still trying to overcome the
upstai rs-do9.'ostairs s}'ndrom~ of 150 years ago. He
ftlt lhe main requirement ~was the abilit}' of
rrception to grttt ),ou and welcome )'ou - and a card
in the hotel room s.l)'ing 'welcome back to rhe hotel'
SJ)'S a l ot.~
Bue Mt Jim Evans, Hp .n's seniQr market ing yict-
president, belirled new te-chnology cOlild ~ i mprove
efficienc), and sel"l'icc, as ""'e!l as controlling COSts,
while still feta ining the human touch:'
He sUJ:gt1tcd rhat while the paCt of ch:lnge oyer
the past decade had been C'o'o lurionary. there ~'ould
ht ~ revolution on:r the nex t tin: ye-ars, ~ H o rels wi ll
(hange dramatically in what the)' offer their gllesfS.
The television console, for example, will become tht
ccntral focus of rh( room for communicatiuns,
entertainment and inrerJCti,'e (echnology.~
HyaH W1S alre:idr txperimt'nring in America. with
techoology that enabled executives to check in co
pre-assigned rooms by using credit cards in rhe hotel
foyer to obtain a computerised room key and charge
cud.
\'(/hile technology ""-.15 changing for [he If'J.\eller,
hI:' said. i[ WlS :liso l!"-4king reservations easier, Nexr
month Hy:m iartS tri:1is to allow direc access to its
hotel in\'t'oro~' o,'er the Thisco u'l"el \l,'eb, at first
JUSt for frJ.\"el :lgeor) but e.-emuJ.II~- for regular
It.l\'elleri as v.:ell.
G) Hotel Facilities
lr is possible that before l on~ guncs will be able to
hook their room . check in and check our, and r('(ei,'':
room st'c"ice from an auromated ki ((hen without ever
dealing wirh :I horel emplo)'tt face to f.tee. Nor
surprisingly. such in"esrment in new tt(hnology will
lead ro higher room racts, Mr E';JIIS admined.
It also t"mtrge-d from discussions that the horel
room would most cemin ly be setn mort as an office-
:lway-from-thc-offi(t", rather than a home-from-
home. Incl"t"'lSi ngly, the hare! room WJ.S l'ieww as a
plaCl: to do business, hl:nct the move towards built-
in work st<1 tions wi th modem poims , ,~ood lighting
;lnd well-dtsigne-d chairs,
But the pand of executi ..es sti!! nttded ro be
convinced that hotels would be abll:' to guarantee
the lel'e! of communications the)" offered now.
The semi nar also indicated that businc:s.s rravelle.rl
had litde interest in enviroomeotal iniri,u i\'es such
as fewer bathroom toilecries or towels, and all
expected an increasing proportion of rooms - and
public artaS - to become ~oo smokingM.
Hyatt is n Ot ..lone ill trying to find what rtgul:Jt
business guestS want. All the lar!:!! chains are
carrring out trials.
Wesein, for example, has rooms where the bed
becomes a couch at the touch of a button, giving
the room a more business-like appearance, Jarvis is
experimenting with the delh'ery of room sc-cv ice
through a cupbo.ud accessed from outside rhe
room: a light 1m guests know the meal is (here.
There femains olle tradition hOteliers h;l\'e yet to
decide to keep: the chocolate left on rhe pillow at
night.
(from Tbt '/lW1t:{)
57
2 Complete the table with the correct information from the
article Seeking a Grander Hotel.

Facilities or services guests believe to

be important:

Facilities or services guests dislike:

The type of improvements business

travellers are uninterested in:

The changes or developments taking

place or likely to take place in the hotel trade:

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

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

a to make larger: ... ...... .......... .
b to board a ship or plane:
c to put something inside an envelope:
d to make something livelier:
e to make something or somebody richer:
 Selecting
Locations
Revision
Language Focus 1
Conjunctio ns
Which conjunction would you use to link these pairs of
sentences? Choose fro m the ones in brackets.
a The hotel ben efits from high annual occupancy rates
throughout the year.
There is a sudden dro p in occupancy rates during January.
(although, besides, in addition)
b Earlier research had determined t hat the clientele were
mainly women aged between 20 and 45.
A campaign was devised to encourage this sector of the
market to come in greater numbers.
(therefore, despite, because)
c Many attractions appeal to visitors because they are very old
and historical.
Theme parks are a comparatively new type of attraction.
(conseq ue ntly. despite, whereas)
d Theme parks stretch over vast areas of land , often the size
of small tow ns,
Most are situ ated in the countryside,
(although, thu s, yet)
e Theme parks attract large numbers of visitors.
They are expensive to build,
(th us, however, in spite of)
~ 2 Complete this passage about a theme park near London
using suitable conjunctions.
LEGO BUILDS ON ENGLAND INVESTMENT
"IT'S N ICE TO SEE ENGLAND come out o n top - we
loohd at places all o\'er the world, (a) ....... .. ...... the
truth is that England oll'ered en~r)'thing we wanted,"
according to Clive Nicholls, Managing Director of
Lcgo UK .
Lego began looking at bU.ilding a second site in the
autumn of J 990 and considered "hundreds of' sites" before
narrowing the field down to a shor tlist of six - includ ing
three sites in the USA, (b) it was the
unique character of the 142 acre Windsor Safari Park site
that persuad ed the company to ilwest in England.
"For Lego there were four determining factors in our
choice: (c) ... ',. . ,., ... the site itself was just too beautiful
to miss; (d) ............... _, its size also made the park the
ideaJ venue to bu),. These two factors coupled with its
aCCl'SS to the motorway nCh ,,'ork and the large catchment
area that surrounds Windsor made the site perfect for us.
(e) . _. ........ ........ Windsor is a tr uly inte rnat ional
{Iestination, which meam we should be able to attract many
"i~itors from o utsidc the UK."
(h'om Tourism Enterprise)
59
 Vocabulary
Adjectives
'1t:11 Use the words in the box to replace small in sentences a-d.
a Children love to visit Beaconsfield village where all the small houses are smaller than
the children themselves. miniature
b There has been a small improve ment in occupancy rates this year in the region of 5 compact
per cent. minute
c The budget-priced motel's rooms were all small but comfortable, complete with slight
bu nkbeds, cupboards and wash ing facilities.
d The new air-condition ing equipment is so sensitive it w ill respond to sma" changes
in temperature.

Format language
2 Rewrite the following sentences replacing the phrases in italics with one of the
phrases from the box.
a I am sorry for the trouble my action may have caused you.
substantial number
appreciate
b The breakdown of figures shows the percentage growth in each part of the hotel radical
market. illustrates
taken into consideration
sector
c We would like it if you would send payment of your hotel bill as soon as you within close proximity of
receive this letter. regret the inconven ience
by return

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

req uirements for a site very close to a metropolitan area.

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

service in a lot of hotels.

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

eI 0:

o listen to the tape and check your answers.

 it) SeL"'Cling Locations

Developing the Topic

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

9 Is there a reasonable .7 No. of international visi tors:

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

,/1
Language Focus 2
Conjunctions
An international leisure group is considering open in g a new
city attraction in the centre of Konstanz in Germ any. They
have commissioned a report on the area.
PRODUTIA
Complete this extract from the report using the
conjunctions in the box.

however in addition to but therefore

as a result besides

(onstanz lies on the western side of the Bodensee where the lake
:rains into the River Rhine. It was founded on the site of a Roman
'on. (a) . ... it is the medieval city that survives to this day,
JOOlinating the shoreline, (b) ................. lying in the centre of an
=co of outstanding natural beauty. (c) . ........ , it is of litde 0 Vi llage (pop. SOO)
Hotel
SC-'jJrise to learn that Konstanz, with a population of 75,000, anracts *
(f) Airport
_ ,'?f 200,000 overnight visitors a year.
Produtia is a small but heavily [i,O] MUSl!um I Gallt!ry
Motorway
.h an average stay of only 2.4 nights, Konstanz would appear to populated land-locked industrialised
.A Proposed site for
:.c c typical destination for city breaks, (d) .. ............ the majority country. It has large cities with a 'W' Theme Park
~ Yisjtors are day trippers. This is due to its dose vicinity to popular cultural heritage. The south of the No. of international visitors :
400.000
-c iday regions (e) .............. its closeness to the island of Mainau country is a popular international
, =50km
tourist destination .
.... idJ attracts two million day-visitors a year. (f) .... the town
- ":':HS from serious congestion since most visitors arrive by road.

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

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

Petticoat Lane is London's worl d-famous Sunday marker; Record your text onto a cassette.
it is held in Middlesex Street, London East 1, from 9 a.m.
w 2 p.m. and sells clothes and household goods. Nearby is CA.MPEN .l.Xk M'(RKET
the old Spitalfields market in Commercial Street, London 07te o/tfte~,l2dJU<lar p/erCM to uid.tf';' limd!
East 1. This covered market is si tuated on the site of df tire weeAM,,(
Londo n's original frui t and vegetab le market . It's near
L"-erpool Street underground station. It 's open throughout
the wee k selling all types of craft goods, bm the best da}'
.hut!UnL tiJ.90: SatunL4qs dYJ'''''~ iJat_e;c
<:0 \-isit it is Sunday when it 's home to l ondon's only
organic food market. '1".111. an46p.M.
'-------------------~

Practise saying the extract_

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

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

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

~ Design and write the leaflet, describing the methods of

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

Developing the Topic

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

o Listen and answer these questions:

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

Language Focus 2
Intensifiers
O listen to Jenny McGee again and complete these extracts
using the missing adverbs:
a "listening sk ills are. .. ... essential"
~ " able to speak ................... know led geably about London"
.: "are computerised: a . . .. good telephone man ner" First join the pairs .
Then decide which word ill each pair is American English
Choose a suitable adverb from the box below to complete and which is British English. Write UK next to the British
these sentences. Use each word once only. word and US next to the American word. The first pair has
a It was a/n ........... "' .... .. ... mild day for the tim e of year.
been done for you.
=- It is ........ vital that all tour guides have attended
the local history course.
.: The service the guests received at that hotel was D check room interm ission D
...... marvellous.
: The gu ests felt that the excursion had been.
D D
/ "'~'''"''
foyer cinema
overpriced.
.e This morning everybody was ..................... busy in the

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

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

GREENWICH THE CENTRE
OF TIME AND SPACE
Set in th e lleaul.iful surroundings of Greenwich Park. hut
close to the hustlin g riversid" town of Greenwich with its
historic buildings, street markets, speciali st shops,
plen tiful pubs and r estaurants, is (a) ..... .... ....... .. whieh
was fo unded in 1934 to pl'omote understanding of the
history ami future of Britain and Ule sea . Learn why
Britain "rca me a lea ding maritime power and of the
importance of peopl e like Captain James Cook and LOI'd
Nelson.
(b) .. ........ ............... , situated on the river, lVas lJegun in
161 G for Anne of Denmark. Tllis is the eat'liest building in
Britaiu Ul the class ical style. It has been fu lly I'estorcd to
its seventeent.h-century splendour.
(e) .
Here, John Flamst.ead, t.he first Astronomer Roya l, bega n
ili s work in IG75 t.o ca lculate time at sea - an essential
requi rement for explorin g ant! mapping the globe. Visit
Sir Christophe l' Wren's oct,agon room and clisGover til e
story of time and astronomy. See the largest I'e~'acting
telescope and a unique collection of histot'ic timepieces.
(d)
The IVtlI'ld's only museum of its kind . Th ere are
permanen t exhibition s of the history of fans and '
Can-making.
(e) .. is pal't of tile nond defence scheme for
protecting Lundon against riSing water levels ane! tidal
surges. It spans 520 metres and consists of ten separa te
movable steel gates. \Vhen rai sed, the fOllr main ga Le~
each stant! as high as a five-sto rey building and as wide
as the opening of Tower Bridge.
In.
An awe-inspiring outing 1'0 1' all tile fa mily. This
U-475 was in active sel'vice with the Ru ssian BaltiC fl eet
until 19()4 having spent Iwen l.y-seven years prowling the
oceans on surveillance dUly Explore til e engine rooms
and eonlrol stati ons; experience tile crmnpecl condition s

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

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

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

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

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

1. Howard
';t,. s
tIfo; e-mall numb~l: is .JHHsts. JPS.US
 ~ Things to Do

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

1 Stonegate Shop in rhis

meJitml .(trI.
2 Jarvik Viking Centre ~it 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.

3 National Railway Museum DiscOH:.r hOIl"

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

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

6 York Castle Museum A mUSl'um l!f

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

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

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

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

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

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

67
 Marketing
the Past
Revision
Speechwork Writing 1
Pausing, stress and pitch ~ Yo u work as the Skyways Holid ays rep in Buftalo, USA.
o 1 Listen to a guide describing Niagara Falls and mark the
places where she pauses.
Design a poster to be put up in the hotel. advertising a day
trip to Niagara Falls for next Sunday. Use the information
from Speechwork and remember to include:

w hat g uests w ill see

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

~-------------~/

o Practise saying the text aloud. Record yourself.

~ 2 Mark your own pauses on this second extract from the

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

And then th e falls straight ahead of us are the

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

o Practise saying the extract aloud. Record yourself, then

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

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

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

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

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

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

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

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

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

~
2 Hairs Croft
medi eval hou"c rOllndeti l-lJl'vard llniwrsiLy
home of ShakespeliT'e':$ daughter,
: - Susa nna. who married Dr lIall, 'fil e Sha kf'sp...... r e Ct1nt.re,
~ an emillPnL local dOCLor founded in lH6-1 r---- - ,,--------,
house contains 16th- and 17th-
comm{'morates 400lh
century medical equipment (Hllliw rsa ry 01
S h a ~ es rlt 'a rc'=, I,irth
~ '"', Placf'
il study Crnl rt"
e telgh t by Shakl'SI>l!are in 1597
e p:rlllanCflL Ic:-id('Ju:t: trum Iioly 'IH Il It~' (;hul'ch
11 till hr dicd in 161 6 Shakespeare"s hal)lism <lilt! burial IWortts
nile t'Jt llll1 p l c~ Of 15th-century \\,ood-f arving.,

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

.....ught") an~ Thoma, N.,I! . - -- -L.:J""-'c,
StrHlft.lrtl story
69
 Developing the Topic
Listening
o 1 Listen to some custodians talking about their work at
Dover Castle.
o 2 Listen again and decide if these statements are true
or false:
As you listen, match the pictures to the speakers. a Visitors are never bad-tempered when they arrive. o
(One picture does not match any of the speakers.) b Adm ission is not expensive. o
c Th e staff are trying to prove to British youth that it is
important to retain the past. o
a o d The way a custodian behaves is important.
e A scalomobi le is a type of wheelchair.
o
o
f At Dover Castle they sell good -quality so uvenirs. D
9 Staff are relieved w hen they have finished a tour. D
Vocabulary 1
With which periods of history do you associate the words
in the box?
b o Write the words under the correct headings.
(You may use each word more than once.)
c ....... o wireless galley cannon
toga fort artillery
radar chain mail archer
monastery centurion amphitheatre
knight castle cross-bow

Romans Middle Ages 20th Century

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

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

o
o
 ce Marketing the Past

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

keep moat

battlements drawbridge

spiral staircase dungeons

great hall bailey

portcullis outer bailey

Writing 2
.... You work as a custodian at Dover Castle. Next w eek yo u are goin g to give a talk
about life in the castle during the Middle Ages to a group of school ch ildren.
Use the notes and pictures below to help you write what you will say to them .

Learning to become a knight

high table Learning needlework
rushes Storing food against attack
Preparing for a siege
71
 Reading
Dover Castle is t ryi ng to attract not ju st fore ign but also British visitors, and to
encourage th e general public to be more aware of their heritage.
Read the article and answer these questions:
a W hat, accordin g to t he writer, were Victorian museums like?
b In w hat ways have British museums changed?
c What are the disadvantages of these changes?
Fossils Get into Showbiz
Roll up, Britain's museums are turning into theme parks!
e O\ve our great muse ums largely
W to [hose much maligned people,
the Victorians. But their ideas are not
ours. "Teach boys and girls noth ing but
Facts, Facts alone are wanted in life."
That was Gradgrind in Dickens's Hard
Times, and you can imagine something
of the same austere spirit pemleating
the Vic torian museum: art, relics, facts
being presented in dusty cases, bereft of
context or passion, to be observed in
silence.
If museum s had stayed li ke that, we
would not ha ve 2,500 today. But
muse um bosses reali sed that their
institutions had to shed their
forbidding image or die. However, a
Muse ums and Galleries Commi ssion
working party compla ined in 1992 that
the standards of di splay in many
museums were still appalling. And a
survey by the London museum s to
find out why peopJe were not viSiting
them was called "Di ngy places with
different kinds of bi ts."
Other factors spurre d change. In the
19805 the government forced a climate
of "self-help". Adm ission c ha rges
were introduced; c urators were
encouraged to take crash courses in
marketing.
There were some s pectacular
successes. Towns discovered they
could make a virtue out of industrial
decli ne by converting a disused mine,
factory or mill into a mu seum;
suddenly, they were tourist attractions.
Morwe llham Quay - a former copper
mi ne in Devon that has been virtually
reincarnated as a Victorian viJIage, to
the edification of thousands of vis itors
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
history. Similarly the To wer of
London's attraction, the "Medieval
Palace", has experts dressed in
thirteenth-century garb, and thirteenth-
centu ry replica quills and chess sets to
help the punters get that Middle Ages
feeling. This is the theory anyway.
Then there is the "Spielberg factor":
mu seums cashing in on the media
eve nt of the mo ment. Did you think it
was a happy coincidence that the
National Maritime Museum mounted
its "Pirates '" blockbuster at exactly
the time when Spielberg's Hook was
released?
Plenty of museum people think that
commercialism and an obsession with
access ibility have been carried too far.
They claim that museums are
becoming degraded as centres of
research, conservation and scholarship.
The public cannot tell the difference
any longer, they claim, between the
dinosaur theme parks out to make a
quick buck by throwing together a few
plastic stegosauru s replicas in a field -
and the Natural History Museum,
which has the real thing.
Last month 's J\1use um.t Journal
carried a causti c artic le by Peter
Jenkin son. the head of museums in
Walsall , which summed up th ese fears:
"We appear to be moving away from
the ideal of access for all, to a new
environment where access is
dependent upon the ability to pay;
where the es tablishment of
programmes is based either on cynical
or snobbish assumptions about what
wou ld be pop ul ar, or on the
sponsors hip that might be available;
where subsidi sed museums that do not
attract large audiences are seen as an
unaffordable self-ind ulgence
Three-minute culture has come to
muse ums."
(adapted from The Tillles)
 ~ Marketing the Past

Vocabulary 2 Writing 3
~ 1 A survey mentioned in th e article Fossils get into showbiz Read this extract from an article about Kentwell Hall.
was called "Din gy places with different kinds of bits, "
What did the writers of the survey mean? Choose one cntwcli Hall is
alternative:
a Large places divided into sections,
b Dark, dirty places with badly organi sed collectio ns,
K an EliZdbcthan
m anor hou!lc
in Suffolk. Eyer), June
c Romantic places with many surprising and interestin g items. and July the h ou$c and
farm arc run a~ if the),

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

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

marketing manager has asked you to write a half-page
ad vertisement to appear in the national daily papers.

Write the advertisement.

words give a negative impression and wh ich a

~- ression?

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

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

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

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

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

o listen to the tape and check your answers .

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

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

a The price of business hotel accommodation is sure to rise. (defi n itely)
b I doubt if th ey will hold the convention in Alaska . (likelihood)
c It's a safe bet they' ll ask f or a gala dinner on the last night (probabi lity)
d The chances are th e businesswomen wi ll require rooms near to the lifts. (certain)
e Th ere's little likel ih ood of finding a guest speaker at such short notice. (hardly)
f It is impossible to provide a full table d'h6te dinner at that price. (no way)
9 If we' re lucky we' ll make a profit on our catering this week. (possible)
h I' m sure there' ll be 300 delegates at the convention. (bound)

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

The Grande Canyon Hotel

set in landscaped grounds on the outskirts of Zurich
There /lre eight con ferenct'! rooms, ranging in size from th e lSelcC't Simoll Room.
whi ch holds thirty delegates, 10 the Grand Hal/room , h'hich ~p,a ts 200. All our
conference room::; are fully ("quipped.
All our 200 private rooms are df'luxe dQubles.

IJQuble rQQnu 330 SwF

SuilCJ 550 SwF
24-hQllr mlljerellee rale dinne-r. double room (single occ upancy),
breakfast, mid-moming corr~~, IUllch, tt"a, room hire. equip)l!(!Ilt: 550 SwF
24-llQur C()l!ference rale in junior Juile 750 SwF
nar delegate rate 250 SwF

Tramporl
We are 25 kill from Zurich International AirpMt. There are gooJ r~il eOIlO(~tion s frum Zurich
10 all the major cit if'.~ in Lurope. Tilt' hOlel i~ fi\'e minutes from the mo\orway int~rchangf".

00 want to encourage local business as well as international

:nmpanies to use your hotel.

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

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

:nlil merge: a word processing facil ity whereby a standard letter can be pri ntetl many rimes
different names and addresses (for example from a mailing l ist)
75
 Developing the Topic
Vocabulary Listening
Conferences and meetings o Fiona Stanton works as a travel consultant for a conference
venue agency. She is giving a talk to a group of company
W here are these people going?
Match the sentences with the words in the box. secretaries on choosing a conference ve nue. Here she is
outlining some of the major considerations they should take
into account.
1 lecture 2 congress 3 wo rkshop
As you listen to Fiona Stanton, complete her checklist.
4 trade fair 5 board meeting

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

a A group of hoteliers w ho want to listen to a formal talk on
2 Type of conference board meeting
management techniques from a specialist speaker. D 5aJes
b Travel agents going to see promotions from tour operators training
and tourist boards in order to find new packages and 3 ..... .... of stay
venues for the ir cl ients. o 4 .. ....... ofyear
c An international group of tour operators meeting to discuss 5 Transport requirements:
global prob lems. 0 air connections
rail connections
d Hotel staff needing practical know -how to improve their road connections: .......... facilities
work techniques. 0 6 ......................
e The directors of a company going to the ir monthly decision - 7 The conference
making meeting. D room layout style
with
style
2 Use the words in the box to complete the gaps in this Room t ype ... rooms
brochure extract:
equipment

sound-proofed audio-visual closed-circuit
acoustics exh ibition delegates 8 Refreshments in/outside
auditorium synd icate
9 ............. reqUirements
private dining
public restaurant buffet service
The Regent Confereo(t' Cf-nnc can accommodate 700 (a) ...
formal dinner
The main (b) .. . ha(' ~ea(ing for )00, although it can be

divided ioto smaller area~ by using specially designed (c)
10 Accommodation VIPs
part itions. There is a lOO-seat lecture theatce, which has excel/ent
(d). . .. It can be li nked via (e) .. telev isions to the f e ll
11 ............................. . Sightseeing
(f) . .. rooms (idtal for smaller meetings), all of which h,we sports
high-quality (g) .. . .. equipment. Finally, there is an (h) .
pub visit
discolcasino
lull to display advertising material, products, plans and modds .

Writing 2
~ You work as an incentive travel consultant for a large
international company.
Using Fiona Stanton's checklist from Listening, write a set
of instructions for a new trainee.

Reading
Women Business Travellers
Unfortunately, not all business travellers are satisfied with the services t hey receive.
Read the articl e (below and overleaf) abo ut women business trave llers.
Sentences A-E have been removed from the text. Match them to the correct boxes.
A Yet wh ile SCC U!'ity is considered
B Vanessa CottO!!. another frequent. bUsin ess
importam by women business
t.ravellers. few actually appear
to be so concerned as to do
anylhing about it.
D The Forte Cresl, chain has
[or some years adopted "
high-profile approach. with a
proportion or r.ar.h hotel's
rooms fitted oub as Lady
Cresl rooms.
Box 1
Woman Aware has been lau nched by ho tel
rescl'vations agency EXIJott:1 to find out
which are t.he best and worst hotels for
women travellers. Expot.('.1 claims th aI,
women cxceu (.ives already account for
some 35 pCI' cent. of all business travellcrs,
and believes thaL by the Wrn o[ the century
t.his [igurc will rise to about 50 per cent.. In
America, some estimates suggcst that this
level has already been reached. Hritish
airlines. howevcr. put the figure much
lower - about one in every fivc busincss-
class passengers is a woman traveller.
tile)' repol't,
The Woman Aware scheme - which
involves filling out an appraisal form of each
hOlei - grew OOL of a ::iUl'W)' of GOO frequent
women tr'avellers. aiming lo discover how
t,hey felL they we r'e 1.1'ea tecl in hotels. It
concluded that abou t three-quarter wOI'e
u'nhappy with the security tlwa r'p,ness of
hOLCI stu ff, Hnd, in p<.u'Ucul,rr, thouglllillore
could be (lone w conceal r'Oom numbers
when checking in. About 57 per cen t
Iweferred to have room service delive red by
a woman, especially late at. n ight~
I Box 2 I
A recent Hyatt International hotels SliNey
of about 300 women bu:: ; iness guest.s found
that few requested a room near a lift or
enquired whether the rooms had a chain or
spyhole. None saw t.he ne.ed for women-
only parking ar'cas, and few apparently
noticed if their 1'00111 key had the !lumber
on it..
Hotels. in fac L. have a ra t.her
t ran~lle r who is managing director of the Event
OrganiRalion conference company, says the
secreL is to take (;on! rol. especially when
en tertaining business g1J C ~l.s.
E Every time business traveller Piona Driscoll ~tays in
a hotel from now on, she will ha ve Ihe opportunity 1.0
get her own back for any lapses of service and.
especially. any bias against her as a woma n guest,
as she is one of the first to sign up tor a new scheme
aimed at giving a bett.cr dea I ror women bU Siness
t.ra\'cll('.r8.
ambivalent aLUi.ude t.oward s women
executives and how th ey shou ld be trea ted.
Some, such as the Hilton Na tional and
Sheraton cha ins, believe the l'c is 110 need
for positi ve discri mination in favour' of
women other Lhan ensuring lhat starr arc
t.rained 1.0 lake securit.y pr'ccaul.ions. Their
policy is to [reaL all gues ts - men and
women - the same: lO do otherwise. they
argue, would be patronising. "The key
issue is security rather I.han pink frills and
gimmicks.- say~ Hilton.
These typically have an iron and ironing
board, spyhole and deadlock on the door,
special clot.hes hangrl'S, women's
nra~lIl.in es and a basket, of fresh fruiL.
Decor is lighter than that foun(1 in a
slandanlroom. iVlcn arc not exc luded from
booking the~e roorns Wid. in facL oft.en
r'equesL them because of their addU ional
fac ilities and lightel' Bt.lnosphe t'e.
lIoliday Inn is somewhere between Um
twO extremes: it rloe.s lJot have special
room facilities ror women. bul has
developed its Ten Abso lute Standards
aimed at making women more wclcomc.
These include always offcring assistance
with luggage, serving \vomen promptl)1 in
bars and restaurants. providing a choice of
I.Hbles, and offering a choicc of room
locatio n.
Box 4
A survey hy Ramada hotels found that
abou t. no !JOI' cenL of :;olu womrll travelters
pl'cft.:J' to calt room service I'a ther I.han Gat.
C9 Business Trave l
C Probably Ihe biggest irritation
women executives nnd when
t.r<lVcIHng on business is the
hOlel re staurant..
alone in a reSt.auran l.. Hyatt acknowledges
t.hi s hy trying to jll'ovide more imaginat.ivc
and lighler meal s on its room service
menus. "We also rccogn ise lhc need for
two tablcs in the room - one ror eating and
on e for wo rking. as husinesswomen spend
mope time in the t'oom,~ sa ys John Wallis.
Hya tL's vice-president. fo r markellng.
However, 1I0t all womr.n nnd
restauranloS inJimidaJing. Pamela Carvell.
a form ..' direclor of Ihe PeriQuiW h O I~ l s
group and now a hotel Gonsulrant. says
tha t. "thc more experienced you are wilh
Slayi ng in hotels. I.he easier it brcomes
knowi ng how 10 deal wi l.h hOlel
restauranl.s". She says Lhal gradually she
has learned to spend more time ealjng in
hotel restaurants ra ther than in her rOOlll.
I Box 5 I
"I plan my campaign in advance,H she says.
"I get. to th e rest,aul'anL early to check out
the table and seL up fI klb from the !Jar and
makn sure lhe maitre d' and staff know
t.hal l am t.h (~ host and not. hos tess. Then I
make sure I'm sitting cornforl.ably. wit.h a
dl'ink, before my guests arrive.-
Some hotcls have tried in troduci ng Ihe
American concept of a "captain 's t.abl c~.
where single women {::uest.s (and men, too)
(line lDgelhcr, allhough there seems little
enthusiasm ror thiS. Similarly. women-only
hotels in London aimed at lhe woman
business I r'm'ellel' tlHve failed 10 make
much im~re~sioll.
Par t or the prohlcm women executives
find in ho te ls may he owing 1,0 the
relatively few women geneml manage rs.
(adapted [I'om The Sunda'y 11m"s)
77
2 Answer these questions about the article:
a W ho are dissatisfied?
b What are their main concerns?
c How do the different hotel chains respond to them?
d What aspect of hotel hospitality do they find most annoying?
e How does Vanessa Cotton cope with entertaining male guests?
What new ventures have proved unpopular?

3 Choose a title for the article from the box:

Rooms for Improvement

Travelling Alone
Problems in Hotels
 Review 3
Units 11-15

Language Review
11 Hotel Facilities
lo~k at the grid, then fill in the correct headings for each column.
uSing the words from the box below.

determin er

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

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

2 Decide if these sentences are correct or incorrect. Correct the sentences that are ' wrong
a The two shopping colourful baskets were hangi ng outside the craft small sh .
b The dynamic you ng busi~essman walked into the ensuite lu xurious bedroo~'
~ ~~eYpsaw many rare e~otic tropical plan ts on t heir long ard uous hike t hrough the jun gle
The ortuguese attractive maid brought three crystal large fru it bowls into the room .
e ere was a French large Impressionist painting in the executive new suite. .

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

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

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

Museum was completed in 1843 .)

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

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

Talk to your teacher. ** 10

80
banks/River Tiber. See your teacher now!
* o

Tapescripts
1 Types of Holiday
Listening 1
Interviewer: You said that many Romans take more
than one holiday a year. Does that mean that you
are always busy?
Te: Well, not re ally. Romans consider certain times
of the year to be time for hol idays and leisure, and
others for work.
Interviewer: So w hen do the y take their holidays?
Te: Of course, August is the traditional holiday
period when most Italian firms dose. Then there's
the New Year and Easter when a lot of Italians take
.c..n extra holiday.
Interviewer: And where do they go?
Te : It depends on th e time of year. You see , in
August the y are likely to have two t o three weeks so
they go to the States. or South America or Sard inia
Interv iewer: And are these sight seeing, cu ltural or
2:ctivity holidays?
Te; No, They are mainly beach holidays, We Italians
e the sun, and by August we are also tired after a
bng year so we need a relaxing holiday, doing very
ittIe, so we tend to go the seaside, Of course when
?fople go to the States, to Florida or to Mexico, they
:nay decide to go on an excursion or t wo w hile the y
are there, but basically they go to relax,
intelViewer: And at other times of the year?
TC: At Christmas and the New Year people either go
:0 the beach again or the y go skiing. If the y go
'ing, they are likely to go somewhere in Ital y: to
::-Ie Alps or the Dolomites, But if they go to the
:reach they' ll go to the Maldives, the Seychelles or
T.e Caribbean,
telViewer: ! always thought many Italians went to
;:DOdon, When do they go there?
TC: They go on cultural or touring holidays at Easter
=.,-1 they may take weekend city breaks throughout
:h? year. Paris, London and M adrid are very popular
:::5tinations,
Interviewer: It sounds as if Italians are always on
-d'iday!
iC: No, not really, but we do like to take several
5'-ort holidays in the year with one long one in
.! _gust. Right now very few people wi ll take a
-o6day. In fact, at present, our only enquiries are for
-':lley moons, trips to Thailand, A ustralia and the
,Io!ldives
listening 2
~iewer: So where do you send your clients?
-e: Well, t hose who go abroad go to the States;
::-.2.t's the most popular destination, or to the Orient,
= ',\exico and then to Europe, in that order. Paris is
::-=, most popular European destination . It accounts
~ 2hout 60 per cent of European holidays, and then
=--:-es Great Britain and after that Prague.
..ervieyter: Prague ! Yes, it is becoming a ve ry
~lar destination throughout Europe
- C: But that is because it is so very beaut iful.
--cie'Jer, at this time of the year, the only bookings
~ ~ taking is for honeymoon travel: to America
.:.-c the Far East
J;Z:!!rViewer: Where in particular in the Far East?
-::: To Thailand, Singapore, Bali and India mainly,
~gh we are getting quite a few for Sri Lanka and
~ '.\zkfives. and some want to go to China or Hong
..:rg.
.=esviewer: And what do they do when they go so
C' a..~d? Do they go for sightseeing?
~ Some sightseeing, yes, but also the beach . Until
~-tiy the holiday maker w as content with just
-=c-.mng two weeks on the beach, but this is no
_ .'Y so. Now they want not only the sea, but to
~ 5Offiething, to appreciate the culture, the art and
~ure , to learn something about the way of
~ -n.2.t 's why the Orient is so popular because you
~ "ave a beach holiday and link it w ith an
~ or a tour of the area. So it is very usual for
JIe':7: E to have a seven-day tour followed by a
~-centred holiday.
~-jew er: W hat do you consider to be the most
-c;c ~ces that Sicilians now go to?
T C: Mexico without a doubt. You can find
everything there: arls, colours, good people, good
places to have sun and very good food .
Interviewer: For how long has Mexico been popular?
TC: For a long time . I've worked here for nine years
now and it has always been popular. However, over
the last three years the demand has been growing
quite steadily.
2 A Career in Tourism
Listening 1
Kitty: I know you are all studying tourism - do you
know what you wan t to do yet?
Marin a: I stud ied tourism at college in Italy and I'd
like to work in some area of tourism, but at the
moment I'm still not quite sure w hich.
Antonio: We all are interested in tourism, but don't
know in w hich field we should look or how we
should go abou t getting a job. How did you start,
Kitty?
Kitty: Well , I started by doing three years at college,
traini ng to be a hot el manager. While there, I
worked part-time in a restaurant as a waitress and I
also did reception work. W hen I left college I was
very lucky because I' w as able to get a job as a
restaurant manager, i n a small hotel, so J started
fairly high up.
Marina: Is that what you did, Justine?
Justin e: No. You see, whereas Kitty did her three
years ' training at college, what I did to get into
hotels was I started off as a part-time waitress in a
hotel, w hile I was going to high school. What you
need to do is sho w the initi ati ve, show the
enthusiasm , that you're interested in making hotels
your career - and in that way I went from waitress to
assistant restaurant manager to restaurant manager,
and then across to conferences, and I've finally
landed in sales now, in th is hote l. So, as long as
you're showing initiative and are w illing to learn,
then you can get a long way in hotels. And I think
we 've got a long way to go, Kitty There's plenty of
room for us to go up.
Kitty: That's right.
3 Trends in Tourism
Listening
Igo r: The situation changed dramatically after
November 1989 w hich we called the Velvet
Revolution. Before then , in communist times, yo u
had the right by law to travel abroad. It was limited,
not politically but financially. You had the right to
apply once in three years for hard currency. And
once you received it you could apply for a visa to
travel out of the Czech Republic. In theory everyone
could travel abroad once in every three years. but in
practice this was not the case for SO or 90 per cent
of the popu lation . It was impossible for the majority.
And then as soon as t he barbed w ir e came
down , here the situation was very similar to
Germany w hen the Berlin Wal l came down. W e
were free to travel. We no longer needed a visa.
Everyone had to go abroad just to prove that it was
true. So there were queues on the frontier. Everyone
went out of the country in the morning and came
back in the evening just to convince himself that he
could . It was a great sense of freedom.
And then people began t o w ant to travel out for
more than one day. O f course there had been travel
agencies before the revolution . But there had only
been two: the state travel agency and the
cooperative tra vel agency. Both had been state
owned and so the employees had been state
apPOi ntees. All trips had been arranged as group
travel. so you had to stay with your tou r leader. Now
all this changed . At the present time we have 3,000
tra ve l agencies. W e hav e sw ung to the other
extreme. I think that market forces w ill reduce this
number qu ite quickly. But Czechs love to travel and
as the economy improves, so more are able to do so.
But again it's a matter of economics and market
forces. If I travel with my rail card to Paris it will cost
me two or three times more than if j go in a group
by coach. So most of the trips are coach trips. People
go to Paris by coach, stay a couple of nights in a
small budget hotel and then return overnight. This is
the cheapest way of travel l in g at the moment,
especially w hen you realise that hotels will give us 50
per cent reductions on the rack rate if we send
parties.
Now if we consider the other side of the coin.
You see, just as we wanted to travel abroad and see
the rest of Europe, so they now want to see w hat we
have to offer, Of course, foreigners could always
visit Prague, bu t with the cold war and the iron
curtain people weren't that interested. Now they are
eager to see what the y have been missing, and of
cou r se Pr ague is a beaut ifu l city. We have
monuments and buildings of almost every European
period . Although th e comm unists did li ttl e to
maintain the old, they did nothing to destroy it. At
f ir st we had a problem w it h the amount of
accommodation. We had one or two hotels and
quite a lot of workers' and student accommodation.
And so we adapted and refurbish ed the workers'
accommodation as fast as we could for these new
tourists. Many internation al chains bu ilt new top
class hotels and very quickly we have achieved
enough accommodation to house the numbers w ho
wan t to come. In the peak seasons - on a few
weekends - we are short, it is true, but most of the
time we have sufficient capacity.
4 Where People Go
Listening 1
Official: It's not always a case of w ho comes in large
numbers as how much they spend . The biggest
spenders are still the Americans with 1,486 million .
Student: I suppose that the Japanese come a dose
second?
Official: No, not at all, in fact they're way down at
number 7.
Student: So where do the big spenders come from?
O fficial: Europe. Germany is at number 2 wi th 635
million, w ith Ireland at number 3 with 424 million
and France at 4 and Italy at 5 close on thei r heels.
Student: So Britain is still popular with Europeans?
Official: Yes, of course
Student: And how much do the Japanese spend?
Official: A mere 288 million, coming well below the
Australians at number 6 with 344 million and just
above the Spanish at number 8 with 286. You see .
Speaking
a The bo x office is open daily from Monday to
Saturday from 10 a.m. to 10 p.m. The telephone
number is 0171 304 4000
b Hampton Court had 543, 061 visitors this year,
which is a decrease of 6 per cent on last year.
c There are 2.335 Deut schmarks to the pound
sterling.
d Twenty-five pounds times 2.335 Deutschmarks is
58.375 less 2 per cent commission .
2 per cent of 58 .375 is 1.167 Deutschmark s.
58.375 minus 1.167 equals 57.208 Deutschmarks.
Listening 2
Interviewer: Where do most of your tourists come
from?
Signor Pacini : Well, a high percentage are Italians,
and then other Europeans in the main. And now we
are getting a steady stream of tourists from the
States, and from Japan.
Interviewer: And w hat do they do when they come?
Signor Pacini: Th e Italians mostly want to be able to
enjoy the sun and the sea. Though of course, there
are many other reasons why Sicily is so popular both
with Italians and foreigners
Interviewer: Such as?
Signor Pacini : T here's the fad that we have here
examples of almost ellery period of Mediterranean
culture, from the Greek period righ t through to the
present day , w hich puts Sicily firmly on the map of
the cultural and archaeological itine rar ies. Then
there's the geography and geology, the terrain and
the fl owers and wild life.
Interviewer: What, in particular?
Signor Pacini: Well, for example, there's Etna w ith its
still active volcano surrounded of course by its own
nationa l park. But we have such a diversity of
geological formations and also of climatic changes
that each area is entirely different. It's an amazingly
beautiful and varied landscape for the ecotourist.
Interviewer: Mm. Er. .. and so they come for a w ide
variety of reasons. But are their demands the same 81
as, say. they were five years ago?
 Signor Pacini: To a certain degree. yes. They want to
enjoy our cultural heritage, to enjoy our cuisine, to
appreciate the countryside, to spend some time on
our glorious beaches, though they are now far more
activity conscious and more interested in \lisiting
areas that are not established ~tou rism resorts~. But
they also want better services. In particu lar they
demand, and q uite rig h tly so, better
accommodation, And we feel that all this is \lery
important. We are now part of a European
Community project to look at ways of de\leloping
and promoting sustainable tourism in the south of
Italy. In th is project we w ill be de\lcloping criteria to
rate hotels unifo rmly, looking at the transport
infrastructure, considering the main tourism cultural
itineraries, and looking at the protected areas so we
can produce strategies to develop their potential. to
promote them intemationally and to maintain our
regional, cultural way of life. We need tourism. It is
our chief employer - but it must be sustainable.
5 Travel Agents
Listening 1
Carl a: Good afternoon. Skyways Holidays. Carla
speaking. How can I help you?
Mrs Pinotti: I'd like to book a hotel in Frascati for
myself and my husband for a few days.
Carl a: Do you know when you'd like to go?
Mrs Pinotti: Yes. During the wine-making season, in
October. Er ... just for three nights, the 18th to the
20th October.
Carla: Can you tell me the type of hotel you require?
M rs Pinotti: Yes, A good comfortable hotel w ith
private facilities.
Carla: So you'd like a double room with en-suite
bath or shower?
Mrs Pinotti : A double with a shower.
Carla: We ha\le two in the brochure. The Belvedere
in the centre and the Toscana on the outskirts.
Which would you prefer?
M rs Pinotti: The one in the centre.
Carla: So, the Belvedere costs IL100.000 a night for
a double room with shower. Is that alright?
Mrs Pinotti: Yes, fine. Can you book that one for me
please?
Carla: Certainly. And how will you be paying?
Mrs Pinotti : By American E)(press.
Carla: Right And will you reqUire transport?
Mrs Pinotti: No. thank you. We'lI be driving .
Listening 2
Sales executive: All sales are made through the sales
conversation. Now this is different from an ordinary
social conve rsation because it has an objective. an
aim, which is to sell the product. and so must follow a
set patter n w hich always includes the same four
elements in this order. These are rapport, questioning,
presentation and commitment
Rapport is the relationship w hich is built up with
the customers. They must feel at ease in the sales
environment and confident that the enquiry will be
dealt with properly and in an appropriate manner. Of
course, rapport must be maintained throughout your
dealings with the customers, right through the sale
and into any subsequent dealings. However, it must
be established before questioni ng can take place.
Why do we need to questi on the client? We
need to establish the client's needs. We cannot sell a
holiday if we do not know what t ype of holiday they
want. Sometim es a client will vo lunte er this
information themselves, especially when they have
already made their choice, have chosen the product
they wish to purchase. But in a real sale your first
task is to find out e)(actly what they are looking for
and the best way to do this is to question effectively.
Before we go on to presentation. let us consider
what good or effective questioning skills are. There are
two types of questions: open and closed questions. The
closed question is the one that in vites a no or yes
response. An open question is one that cannot be
answered with no or yes. For instance: "Do you want a
single room?" is a closed question. whereas ~ What
kind of room would you liker is an open question.
There are times when you will need to use closed
questions, espeCially when you are checking
infonnation, but in the beginning you will find open
82 questions much more effective. It forces the respondent
to give more information, to e)(plain more fully what
they require. In this way you are able to elicit what they
really want to buy. An open question always begins
with one of the seven W words - so-called because
they all contain the letter W; when, where, who, how,
which, what and why.
So what do you need to know in order to be able
to sell your product? Well, you need to be able to
establish what their material and human needs are.
You'll disco\ler the material needs by asking such
questions as "Who will be travelling?". ~ How long
for?". "When do you want to go?" Hu man needs
are catered for with "what" questions: "What sort
of holiday do you wa nt?", ~Wh a t are your
hobbies?" Human needs as well as material needs
must be part of your investig at ion before you
suggest a hOliday. Otherwise you will not have the
whole picture and w ill not be able to make a sensible
suggestion.
You must also establish t he client's priorities.
Everyone considers one part of their travel
requirement to be the most important. These fall into
four main types. People and their requirements: for
instance. er .... if it's a family travelling, perhaps they
require interconnecting rooms. Then there's place,
the destination may be of paramount importance.
Thirdly , there's the price. For some clients this
governs their choice of destination and date. And
lastly there's the period. Most people are restricted in
some way in the dates when they can travel.
Concerning price: of course it is often difficult to
talk about money. But everyone tries to keep within
a budget and wants to feel that they are getting
value for money . It's unwise to guess from a
person's appearance their financial standing, So
w hat should you ask? Questions such as "What type
of accommodation are you looking for?" and "What
price range do you have in mind?"
You will not need to ask the question "why"
unless you feel that it is necessary to persuade the
client to change their views as to the suitability of a
resort or holiday.
6 Tour Operators
Listening 1
Marianne: Can we begin by ta lking a little about the
market in general? Can you explain what is really
happening?
M i ke: Yes, of cou rse. There's been a l ot of
speculation this season and that's because the British
public's holiday -buying patterns have changed.
They're more sophisticated in their choices, they
make them later and later. So tour operators have to
decide whether to stick to their brochure prices or to
discount.
Marianne: So what are they doing this year? In May
we heard that there was like ly to be a price war and
that we should wait before buying our hOlidays as
prices would plummet. However, this doesn't seem
to have happened yet and we are already into July.
Mi ke: True. In May and June there were a couple of
weeks of highly selecti\le discounting to try to boost
sales at a time when there was talk th at about 3
million package holidays were going to be sold off at
half price. At the time, the early indications showed
there was unlikely to be the 5 per cent capacity
growth predicted at the beginning of the year. But
now. there are some w ho privately admit that sales
may well be 2 per cent below last year's 9.5 million
figure. However in the main, the operators are
refUSing to panic and are hoping t ha t heavy
discounting won't be necessary.
Now that we're into July it' s easier to see how
Sdles will fare. You see it's more or less agreed that
an estimated 2.2 million package holidays remain
unsold for the remainder of the season. Almost all of
them will be sold, but operators may ha\le to
squeeze margin s to cut prices we ll below the
brochure rates. How far depends on how keen we
Britons are to part with our money. An estimated ..
er ... 35 per cent of families now buy package
holidays and since the price wars of ten years ago
many families ha\lc become used to late booking.
So the operators ha\le a choice between sitting
tight, discounting or reducing capacity. The last is
difficult at this late stage so I do think we will see
some discounting, but none of the operators want to
get into cutting prices down to Silly rates. TheY're
also reluctant to admit that there are still a lot of
holidays for sale. because that would encourage the
public to hang on as long as possible.
Marianne: Then we should wait as long as possible
before buying our foreign holidays. What about
holding on to our shares?
M ike: Weil l wouldn't sell at the present, nor would I
buy. I'd wait and see. Before we talk about the stock
market let me outline some longer term
considerations,
First, you must remember that last year the City
considered the early launch of brochures a mistake.
as it meant that travel agents were trying to sell this
year's holidays to people who hadn't yet taken last's.
Secondly, the industry is also worried that
overseas hoteliers may push up next year's prices. At
present, the cost of accommodation is rising at three
times the level of our inflation. Soon the industry is
going to be forced to pass on this increase to the
consumer.
So. it would appear that now the first priority is
going to be cost and not service; that the market
leaders next year will be those who can produce the
cheapest holidays.
Marianne: And who is this likely to be?
Mike: Well. as I said, I'd hold on for the moment.
We must take into account that about 70 per cent of
this market belongs to the three big operators. If we
look at how their shares are faring at the moment on
the open market.
7 Promoting a Destination
Listening
Bill Morriso n: The British, you see. regard Ireland
almost as their backyard, but on the other hand as a
fo reign country. For them we are ne ither an
international nor a domestic destination.
Geographically, we are \lery close so irs only a short
hop to get here. And, as a result, the British often
come for weekend breaks or e\len for the day. We
also share a common language, and culture and
history. People know the system, they feel confident.
so if they come for longer periods of time, they are
more likely to choose self-catering holidays or take a
self-drive trip. For the most part they are independent
travellers. Many come so they can enjoy or follow
their favourite hobby. Angling and golfing holidays
are very popular, with the number of golfing holidays
growing. You know we have some of the finest
greens in Europe and they are relatively cheap
compared to other places. Cycling is also growing in
popularity . It s now considered a very healthy
occupation. and of course it's become very upmarket.
Then again, Ireland is becoming a popular destination
for the office outing. Pre\liously companies would take
a day trip to the seaside, now they take a weekend
break. more and more often to Ireland
Interviewer: And the Germans?
Bill Morrison: They have a very different impression
of Ireland. Irs a misty, romantic isle on the edge of
the world. They come to find a way of life that they
believe no longer e)(ists in Germany: the quiet,
peaceful village life of 100 years ago or more.
So they come mainly to the West Coast, to the
unspoilt landscape. They want to see the way of life, to
meet the people. They'lI come on coach tours. but
unlike the British. who'll take a tour only to appredate
the sce nery, they'll come on a study tour, an
archaeological tour, an Irish music tour. so that they can
learn about the life, the history, while they see the
countryside. Even though there are many direct flights
from Germany, they tend to come for an average of ten
days - transport costs being the major reason. like the
British, they come for outdoor pursuits: walking, cycling
and cruising. Cruising on inland waterways is very
popular. And alxwe all, they enjoy discovering the small
villages. the village life around the pub with Irish music,
Intel'lliewer: And are they independent travellers or
do they come with a group?
Bill Morrison: The German travel trade is far more
structured than the British. You'll find th at even
those who come singly, as a famil y group, have
prepaid and prearranged almost everything at home
in the travel agents' before they left. Many arc on -
let's cal! it a tailored holiday package
Interviewer: And so how do you market Ireland?

Bill Morrison: Both in Britain and Germany ~e target
the top end of the market. The majority of Germans
who come are English speakers. This tends to mean
that they belong to the professional classes: A, Band
C1 categories . So all our media publicity is aimed at
them. We advertise in those journals and specialist
magazines that they are likely to read. We promote
Irish holidays at those travel fairs where we feel there
is an interest, where we want to develop that
interest. So we'll have a stand at the Munich CBR,
that's the caravan and boat consumer market, the
Hamburg holiday fair, Cologne's coach operators'
fair and Dusseldorf's boat show for instance, but we
won't be represented at the Equestrian fair in
Hamburg i n April. though we will be at the
Badminton Horse Trials as there is a British market
for horse-riding holidays in Ireland . And of course in
England and Scotland we have a stand and promote
golfing holidays at the major golfing tournaments.
We al ~ go to the angling and game fairs as well as
attending the major trade fai rs such as the World
Travel Market fair in London in November. This year
there'll be seven travel programme seriC5 on British
television, and we'll be featured in every one. But we
are promoting I reland to the top sector of the
holiday market - to the As and Bs - so again we
advertise in the specialtst journa ls, the glossy
upmarket magazines, the quality papers. But not all
ou r pub li city is paid publicity, for instance the
television programmes , We also receive publicity
when journalists include Irish holidays in their travel
sections. So every year we help journaliSts to travel
.:round Ireland . This year we'll assist 300 British
JOUrnalists and about 80 to 90 German journalists.
Interviewer: So what aspects of Ireland do you stress
in your advertising?
Bill Morrison: Both in Germany and England we
emphasise those aspects that appeal to the public,
- 0 the Germans we market our romantic castles, the
" isty green landscape, the fairy-tale image. To both
~ stress the personal side of Ireland, village life , the
S/IO .'I relaxed pace of life, the human interest . We
J;.SO promote the fashionability of Ireland: the fact
=-~ Ireland is a favourite hideaway retreat for film
~; that Ireland is a healthy place to come to -
--esh air, the simple life, healthy activitjes_ The British
zre al~ interC5ted in the Irish fjlm industry. They're
as) attracted to the gotf, to the food - good, fresh
I"'.g'edients simply cooked, to the good living .
8 Responsible Tourism
Usrening
iaah: So Bob, what was this holiday of yours like?
icb: The trip started in San Jose in Costa Rica, where
~ all met before setting off,
iaah: Er ... but J thought San Jose was inland, miles
~the coast.
J,;:b: Yes, that's right, but it has an international
c.-:JOrt and most people come from the USA and
Z..E.da.
iaRh: So these kinds of holidays appeal mostly to
'o:h Americans?
Jdr. Yes, at the moment. Anyway we all checked in
:a<: met our guides and did some shopping. But it
'25 2. nightmare.
iirah: What do you mean?
leO:: Well, these ecologically-minded tourists are
~c.emed about what everything is made from . 1
-:.-:ed to buy a crocodile bag for my wife, but
_ ::: I ? Here the country is swarming with
:-:odiIes but is there really a surplus? Eventually the
thing I bought was a water canteen since I'd
~:ten to pack one . But it was a leather one. So I
...:z ~<ed if I knew where the leather came from . I
"E :::tld it must have come from a white-lipped
:;IE'! - / ' an endangered species.
s.a.: Did it?
.'Iho knows! But it certainly made shopping
....-.::.-:.. We then set off in coaches to the PaCific, to
~ _aldera, where our boat was moored. It was
aae- =- small boat so that it could come in close to
:-ore to enable us to land, but it was very
_'--2ble, with all modern comforts. And there
-e>; the crew whose Job it was to sail down the
:0 P.:narna and through the canal, stopping off
aro....'S coves and islands where we could explore.
_.os to say, none of us were very fit and we
needed great help in getting into and out of the
dinghie., aside from help in traversing jungle paths,
and this the crew did.
Saran: Er ... hang on. Help? Jungles?
Bob: Yes. You see, w hat everyone in the trip had in
common was a desire to go on ecologicaHy- sound
holidays
Sarah: Yes. So?
Bob: WeI!, most of the group were, how shall I put
it , balding and o v erweight? Even disabled
partiCipants come on these trips and go on the jungle
treks.
Saran: But this is a cruise I
Bob: Sure. But every day we would come in shore to
some part of the jungle that was inaccessible from
landside_ It was rare for anyone to miss one of these
walks.
Sarah: And were they easy?
Bob: No, not really. The idea was to try to spot as
much of the fauna and flora as possible. Many
people did see lots of birds but I found that I missed
most of them. The idea of the trip was to see as
much of the unspoilt environment as possible while
at the same time remaining as ecologjcaJly--sound as
possible.
Sarah: How could you?
Bob: Well, in particular on th e boat they cleaned the
sewage before emptying it into the sea, they did not
dump fuel, our garbage apart from the cans was
bumt. So J suppose we were doing our bit to save and
protect the environment. It certainly satisfied the
others.
Sarah: So an ecological tourist requires comfortable
lodgings, a green environment and a chance to see
unspoilt nature. What about teaming anything about
the local cultures?
Bob: We met two groups of Amerindians. First, the
Choco tribe in the Darien jungle, The men make music
whi le the women sell. They carve beautifully in
rosewood and make imaginative little omaments and
earrings from ivory nut. as well ,__ as well as making
the most fantastic baskets, Later we met the Cuna on
Acuatupu_ Th ese people make the mos t brilliant
clothes called molas , They also do a great trade in
having their photos taken.
Sarah: And they liked this?
Bob: Loved it. Thought how authentic and natural it
all was.
Sarah: So do you think it wou ld be worth our going
in for this sort of package?
Bob: We would have to appeal to a very small and
specific market. To do this we would have to be sure
of.
9 Transport
L i stening
Dominic: How do you plan the summer programme
for the world's largest charter airline?
Terry: We get goi ng on the programme eighteen
months in advance. The initial parameters are first
set in d iscussions between us, the airline, and
Thomson, who are both our owners and principal
customer. These parameters lay down the amount of
flying time Thomson requires, the size of our fleet for
the season and its level of use. Once we have them
we can get on with organising the details.
Dominic: So you begin with a blank piece of paper?
Terry: No, not at all. Ideally we would repeat last
season's programmes, making a few changes where
we had come across problems. But of course it's not
that easy. There are many issues that influence our
decisions.
Dominic: What do you mean?
Terr y: We ll , for a start I have to talk to my
counterpart at Thomson several times a day to check
on their commercial needs - such as changes in
demand from different airports, the timing of the
summer brochure launches, I also have to take into
account ou r profitability targets, maintenance
requirements, and the efficient use of the aircraft
and their crews. Then there are the constraints
imposed from outside. We have to negotiate slots at
each airport across the world - some 24,000 slots in
a twenty-six week summer programme - and we
have to contend with airport operating hours and
noise restrictions.
Dominic: So how do you do all this?
Tapescripts
Terry: Well, we record all this information on what
we call our core computer system .
Dominic: So when you've done all that. you're ready
for the brochure launch?
Terry: Far from it. First we run a feasibility study - to
make sure that the aircraft is not being used twice
and that it's flying to an airport whe re we have slots.
At the same time management is running a
profitability study. We'll have several alternative
plans which have all been looked at in this way
before the run-up to the brochure launch.
Dominic: So how do you choose which plan to use?
Terry: Of course a decision has to be made, but even
after we've made up our minds we have to be
prepared to make changes right up to the last
minute, because in order to put this plan into
practice we have to have lengthy negotiations with
airports and other airlines via the international SITA
aviation netwo r k. We have a certain number of
historic slots at airports. If we need more then we
ask for w hatever we require,
Dominic: So that's it then?
Terry: No - by no means, We go to the International
Slots Allocation conference where there is a week of
frenetic horse-trading. Naturally we take our core
system work-station with us so we can work out any
changes. And we take a systems person w ith us, just
in case the computer crashes. So after that we have
our sched ules for the sum m er and the tour
operator's brochures can go to print .
Dominic: It all seems very complicated.
Terry: Yes, but the computer has si mplified and
speeded up the process greatly, It's not only more
efficient in our direct costs, but also in overall costs
to the airline. And it allows us to see what the key
factors are that affect the plan ,
10 Customer Relations
Speech work
1
Chris: Well, we booked a holiday in an apartment in
Sa Punta that was described as ideal for those
seek i ng a quieter re laxing h ol iday. But it was
anything but quiet. The noise was deafening. We'd
asked for an apartment with a sea view but were
given one with a view of the courtyard, overlooking
the swimming pool and bar, The children needed to
sleep at night but they were kept awake by the
noise, It was dreadful.
David: Did you write and ask for compensation?
Chris: Of course we did. We asked for 600 but
they only offered a mere 100,
L i stening
Peter Garfiel d: Let's consider some of the ways that
we can persuade the general public to have
confidence in us and to use our services.
Let's look first at staff appearance. It is important
that all staff are well-groomed ; that your hair is neat
and tidy, shoes clean and we l l-polished, your
uniform pressed. If you look pleasant and
profeSSional, people wi ll be far more w illing to
approach you and ask for help . Many customers
decide to come in on the off-chance because they
have looked in the window and are impressed by
what they have seen inside the shop.
Once they do approach you the way you react is
also very important. It is not necessarily wha t you
say but how you look, it's w hat we call your body
language . Our facial expressions, the way we use
our hands, our body to convey what we really feel.
So try to maintain good eye contact with your client.
This shows that you are listening. If you look away
they will think you are no longer paying attention to
them . Lean forward a little as this also shows you are
concentrating on what is being said. Do not lean
back as this shows you are uninterested. And try not
to fidget as this can be very irritating.
However, wh en a customer first walks into the
agency give him some personal space . By that I
mean, do not rush up to him the moment he walks
in, but give him ti me to browse before you approach
and ask if you can be of help, Then give him your
full attention.
In order for him to feel that you and the firm are
efficient and reliable, listen carefu lly, and if possible
take notes so you can refe r back to them later. 83
 Maintain a professional manner throughout; that is,
remember that everything that the client tells you is
in confidence. Never talk about one client in front of
others. He also expects you to be loyal to your
company. So never blame anyone else for an error.
Always give accurate infOfmation. If you are not sure
of any of your facts, check them ! Don't be afraid to
admit you don' t know something but show that you
are able to find out what is required. If you promise
to find information, give it to the client at a later
date, having told him when you intend to do so. And
above all, remember that a client will remember the
person, or the company, that not only does a good
job, but who does something more than expected.
11 Hotel Facilities
Listening
Interviewer: Looking at this brochure, I see that you
only opened two weeks ago, and yet this building is
surely older than that?
l eo: Yes, there has been a hotel here for many years.
Since 1927 in fact. This hotel was built in 1927 and
at that time was known as the Hotel Steiner. It was a
magnificent hotel - the greatest hotel in Prague. It
was here that government ministers. Prague society
came to wine and dine . Then in 1948 it was
nationalised. It was returned to private ownership in
1990. And then, last year in cooperation with Austria
Hotels, it was totally refurbished within eleven
months - something we are very proud of, for we
feel that this is something of a record for Europe and
in particular for Prague. It is now part of the Austria
Hotels chain, and is in fact the first hotel in the chain
to be outside of Austria.
Interviewer: How would you describe your hotel?
Leo: We are a lU XUry hotel for individuals and a
business hotel.
Interviewer: What facilities are there for guests?
leo: In our banqueting suite, which before 1948 was
the finest ballroom in Europe, we will hold
conferences and we can partition it for seminars and
small group meetings. We have seventy-eight rooms
- all air-conditioned, with fax, ~te!lite TV, etc." 146
beds, seventy covers in the restaurant, th irty-six in
the coffee shop, and 110 in the ballroom.
Interviewer: And what is your ratio of staff to
gue-sts?
Leo: At present we are not full, so we do not have
our full quota of staff. So we only have fifty staff at
present.
Interviewer: And are the majority Czech or Austrian?
Leo: We are all Czech, apart from our executive
manager who deals with marketing. We do not have
too many se nior staff as we wish to keep ou r
overheads low. At present there is myself, the general
manager, and I also have an assistant manager. We
will train local staff and employ people who speak
languages: German, English, French.
Interviewer: How are you obtaining your bookings?
l eo: We're part of the Austria Hotels chain so we
use their central reservations service. We are on-line
with SRS - Steigenberger and Utell, marketing our
hotel world wide. Of course we are ideally located
here in Prague - on the very edge of the
pedestrianised cent re. You can visit the whole of
Prague f rom here on foot; you don't nee d any
transport. So we should appeal to our market. Our
staff all speak several languages. The hotel is being
well-marketed. In fact, even though we have only
just opened - our official opening is not until next
month - our occupancy rates are very good . You
know, we wanted to open on the 1st of October.
On t he 30 th of Septem ber we finished all ou r
preparations, and in the evening we all sat down
together to survey eve rythi ng, to relax, and at
midnight two people walked in off the street and
asked if we we re open, if they couid stay. And so we
said, yes of course ! We started in the most
wonderful, memorable way.
Interviewer: And where do your guests come from?
Leo: Er .. we have a very good mix: from Europe,
the USA and the Far East..
Interviewe r: So wil l your cui sine be European,
Austrian, Czech, International?
leo: Most people when they travel wish to taste the
local dishes. They want something different from
84
what they eat at home. So th e cuisine is definitely
Czech. We have an excell en t chef and everyone
seems very satisfied.
Interviewer: And what will you be doing for your
Grand Opening?
l eo: Ah yes, well everyone is com ing, people from
Prague, famous people, compa ny directors, city
officials ...
12 Selecting Locations
Listening
Interviewer: So, how do you go about setting up a
new visitor attraction or a new theme park outside
london?
John: Assuming you have the capital. you start by
deCiding what you want to do - what sort of theme
park. Then there is the question of scale. The park
must be large enough to attract sufficient visitors to
make a profit. This is more important than having a
wonderful location. If parks are too small they won't
make enough money. Build ing something of the
right size and scale is the first priority.
Once you have settled this, you start looking for
locations and you obviously look at several areas at
the same time. So, in each area you look at the size
of the resident population, at the size of the tourist
population, at the size of the pote ntial group
population of the area. If you then work out how
many of these people are likely to visit, then this will
give you the penetration ra te.
Let me explain what I mean by these terms. The
resident population are those people who live within
a three-hour journey of the attraction. But you need
to use research in order to know how many of these
people are li kely to use your attraction. Then, your
tourist population can be divided into domestic and
international tourists staying in hotels, or with family
within that three-hour radius. And then the potential
group population - which are people who come in
parties of 12 or more - comes from within these two
types and again this group can be divided into two
sets: the affinity group and the liner group.
Intervi ewer: The affin ity g ro up s and the line r
groups?
John: Yes, the affi nity group is a group of people
who have someth ing in commo n. For instance a
school party, a group of scouts are affinity groups
whereas individuals who have taken a coach trip to
the attraction are liner groups. They've travelled on a
liner, on a coach, So we have to work out how many
of these we will get in our type of park. And this we
get from our knowledge of the product, of the area,
and our judgement of the situation . At this stage the
park could be base d on anything - this is an
accounting exerdse,
So the questions are: do we have a site in an area
where enough people will come; and is the site large
enough, is there a reasonable road infrastructure?
Although publiC transport is much talked about, for a
tneme park t he majori ty of people , 90 per cent,
come by road.
Next, if you're satisfied with these criteria, you
start negotiating to buy or lease the land, and no
do ub t you have several sites where you are
negotiating at the same time. Then you go ahead
with planning and designing your park.
Interviewer: Yo u' ve talked about the location in
respect to areas of population and of roads, but
what about natural beauty?
John: Natural beauty is an asset if the location is a
destination, but if the park is big enough and has the
surrounding population to feed it and support it you
can create the destination. If t he land around is
uninteresting, the park appears more luxurious.
Disney created Disneyland out of the swam ps of
Orlando.
Interviewer: And how important is climate?
John: Oh, it makes very little difference. In fact, if
the weather is too hot people prefer to go to the
beach rather than a theme park. So whether the park
is in England, Spain or northern France makes little
difference . What makes the diffe rence i s the
penetra tion rates. In fact, hot weather is very bad for
city locations. People don't want to go inside if the
sun is shining.
Interviewer: So are the cri teria d iffe rent w hen
looking at city attractions?
John: Yes, when looking at city shows the criteria are
slightly different ...
13 Things to Do
Speechwork
2
Camden Lock market is one of the most popu lar
places to visit in London at the weekend. It is dose
to Camden High Street. which is a good place for
buying clothes, records and leather goods. The best
time to go is on Saturday or Sunday between 9 a.m.
and 6 p.m. The nearest underground station is
Camden Town.
Listening 1
Johans: Hello, can I help you?
Tourist: Yes please. r am here in Berlin for two days
and I would like to see the major sites. Can you give
me any ideas about what there is to see?
Johans: Oh yes, sure. But you can really only see the
major sites in two days because there is a lot to see in
Berlin. And I suggest you should have a look at the
Reichstag and at the Brandenburg Gate, which are
marked here on the map. Then from the cultural point
of view maybe you ought to have a look at Museum
Island whe re you'll f ind the famo us Pergamon
Museum. It has a collection of fine things from the
Middle East that Professor Schuman found.
Tourist: But is it open today?
Johans: Yes, it is open today. You can see the major
attractions inside the museum . The Reichstag though
is dosed, you can only have a look from the outside.
The ex hibition is closed there.
Tourist: How do I get there from here?
Johans: Well, if I were you, I'd take t he bus that
st ops r ight outside our bu ilding. here . It's the
number 100 and it takes you to many of the sites in
the centre of Berlin , to the Tiergarten area where
you can see the Victory Column with the golden
angel on top, the House of Culture, the old Congress
Hall, and then it goes to the Reichstag and the
Brandenburg Gate where it goes right through and
takes you to former east Berlin along the main street,
the Unter den Linden and to the Opera House,
and ends up at Alexanderplatz.
Tourist: Oh, that sounds very nice ! And do I have to
get a special ticket?
Johans: You can get a si ngle ticket on the bus. It
only costs 3 Marks 20 and is valid for two hours on
any route.
Tourist: But . er. I 'm he re until tomorrow
evening. Is there a ticket I can use for longer?
Johans: Ah , yes. In that case, you'd be better off
buyi ng a 24- hour ticket. It's only 12 Marks and you
can use it both on the underground and the buses of
course.
Tourist: And this evening, I'd like to go to a night
dub. Can you recommend one?
Johans: What kind of music do you like?
Tourist: Well, I am not that particular but I am not
really into.
Listening 2
Jenny McGee: The london Tourist Board operates
four Tourist Information Centres . These are situated
at the poin ts of entry, the pOints of arri va l into
Lo ndo n . The busiest one is situat ed at Victoria
Station and there we deal with 2 million personal
enquiries each year. Peopl e arrive the re via the
Gatwick Express from Gatwick Airport: they also
come from the coach station - so they've perhaps
come up through Europe on the coach. We've got
hundred s of thousands of commuters coming
through who are also tourists in our eyes; and also
we've got the boat trains com in g in from the
Continent as well.
Other centres are located at Heathrow Airport
for obvious reasons and Liverpool Street Station for
people arriving from Stansted Airport and from the
boat trains from Northern Europe via Harwich. And
t hen, fi nally, we have an office in Se l fridges
department store in central london. And then there
are centres that aren' t operated by London Tourist
Board, but which are supported by London Tourist

Board, such as the one locat ed at the new
Waterloo Intemational Arrivals Complex . So the idea
is that when you come into London, wherever you
arrive, there should be a welcome service for you.
Therefore, it's important that the staff working in
those offices are able to communicate in foreign
languages. Most of the independent travellers who
arrive who can't speak English come from Europe,
and they need people who can talk to them . So the
staff that we employ to work in these centres all
speak at least two European languages other than
English. The people w ho come from the rest of the
world are often visiting friends or relations in the
capital. so perhaps they don't need our services so
badly. However, we also employ people who speak
Chinese, Japanese and Indian languages. Hopefully,
we can help anybody who comes through.
Communication skills are paramount, not on ly
foreign languages bu t also the abil ity to t alk to
people and to be able to listen, so listening skills are
absol utely essential. Being able to speak rea lly
knowledgeably and enthUSiastically not just about
London but also the rest of the country as well is also
important. So they have to have some knowledge of
the United Kingdom .
So those are the main ski ll s: languages,
interpersonal and communication skills. But these
days you're also elepected to have computer skills,
because most of the information systems that we use
are computerised. And you n eed a very good
telephone manner because we are engaged in an
awful lot of sales activities. Therefore, experience of
sales, retail or shop work is also very important to us,
because increasingly tourist centres are having to
raise income to fund the services they offer.
14 Marketing the Past
Lis tening
1 Down on the gate is where we take the admission
money. And for a site like this, the charge is really
quite cheap, but a lot of people are quite shocked .
So the position of the custodian on the gate is first to
oe friendly and secondly to answer questions. One
of the most frequent questions is -What are we
getting for our moneyr Often this is the place you
-.eet grumpy visitors. That's because they have had
2. long car ride with the kids screaming in the back
a.nd then been unable to find the McDonald's to
~ them before they got here.
2 Mere at Dover, like all the other heritage sites, we
- ..1st ca ter for a range of visitors, wh ich include
~.JJde nts and school children who need to be
::::rvinced that it's worth hanging on to our heritage.
:.= 1zking a broader view and revealing a more
-~...en t past at Dover, especially the network of
_ -rierground tunne ls used as the operational
-edquarters during Worl d War II. is all part of
::r- sing history off the pages of the guidebooks for
..::L"l"lg visitors.
:=: - '";E visitors are given a map at the beginning to
-e= them find their way around but if they need
~ helll they will only approach the custodian who
s 2.pproachable and w ho is giving the right
~-a. Therefore, good body language is important
r: ~~ 2. positive image. So the way I stand and put
~ l""~d5, wh ile at the same time smiling and
-zr-:=..:ning eye contact with the visitors as they pass
.- fll!.'!Cl ""'portant.
.... ~odians are trained to look after people who
~ 2. bit of special attention. Our range of services
-:eople with disabilities has increased greatly,
-:r eectric wheelchairs to a scalamobile, which is
~g you can strap a wheelchair to to get them
::-e keep to have a look around, and of course
_ - ....Ye disabled toilets. We are now giving out
_ :-7 young babies so if parents arrive and don't
'I!!!!III5E 2.DOUt the stairs and all the rest of it we can
.a=....~ ~ help them . So we are now far mo r e
::::so-F-friendly.
! -_ iL other English Heritage sites, one of our
~es as custodians is to work in the shop.
_ -o:J!': that people see that the quality on the sites
::::r-ss--:nt throughout the organisation, not on ly
:r:c.x'".w: we sell but also the staff.
-""e'"e ':os job satisfaction in giving people a decent
Tapescripts
day out. The public are your public w hen talking in will they be privately dined or Is it okay for them to
te rms of guided tours. There's a sens e of sit at small tables in the main dining room? Perhaps
achievement in finishing a good guided tour. There is you want a gala dinner on the last evening to make
no reason why the public shouldn't keep coming it more of an occasion.
back to a monument such as this one because we Then you can get down to the menu
are con tinu ally adding new sections to it; arrangements - what are you actually going to eat?
reconstructing more and more, there's more history This is very much determined by how much time
to be made here. you've got for lunch . At lunch time delegates often
only have forty-five minutes to an hour, and so
15 Business Travel they'll want a fa st buffet service where they can
Speech work have as much or as little as they want. In the evening
1 you are more relaxed, so you can spend a couple of
a The guests require a choice of cereal for brealcfast. hou rs over the meal and can have a more formal
b The air stewardess walked down the aisle selling one. Another thing you can do is, if the delegates
duty free goods. need to work through lunch, you can have a finger
c The guest at table number 5 ate six oysters. buffet brought in.
d The delegates sat down to a fivecourse dinner. Another thing to consider is accommodation and
e The airline' s crews waited in the staff canteen. how many of the delegates will be staying. If you 've
f The caravan trade fair w ill be held in November. got a conference of twenty, perhaps only ten require
g Our high standard of service is the principal reason accommodation. Perhaps some of these guests are
why we arc so popular. very important people, so you'll want to put them
h Would you like your steak rare or well done. sir? into better rooms than the ordinary delegates. So
you must work out a rooming list.
L i stening And finally, if this is a residential conference. are
Fiona Stanton: Once you've been asked to find a the delegates going to have any leisure time? For
venue and organise a conference, there are certain i nstance, they're here for two days . On the fi rs t
key points you will need to know and decisions that afternoon there's a free period - they haven't got
will have to be taken before you can actually make any work to do in the conference. The delegates
the booking. might wan t some activities organ ised. Perhaps they
The first, most important point. is the number of want to go out and see the local sights, perhaps they
delegates attending. Is it a big conference - say for want an organised sporting activity. If the delegates
fifty or 100 people - or a small board meeting for are here for a long time they might want to go to a
just sile, because it makes a big difference to the size local pub. W ill they want a disco or a casino set up,
of room and all the arrangements. So number one is or will they want a party?
number of delegates. So when you have all this information you can
The next thing to decide is what you actually go about booking ..
want to achieve with your conference; is it a training
session or are you having a sales launch? You may
get all your sales people together and you show
them a new product. This is very different from a
training session. So you obviously want to know
what you want to achieve at the end of the day.
Then you must decide how long your conference
is to last, how many days you antiCipate youre
going to need and what time of year you want to
hold it. The type of activities and functions can be
dependent on the weather, for instance if you intend
to hold an evening garden party.
Another point is where the conference is going
to take place. Before you can decide on this, you
must know w here the people that you ate expecting
to attend will be coming f rom. Will it need to be
reasonably central - near to an airport, near to good
railway connections, or easy to get to by road? Are
there adequate car parking facilities?
And of course you need to know who is actually
paying for the conference. Are the delegates paying
for themselves or is the company paying? Usually
the company pay s for t h e mai n part of the
conference and the delegates pay for thei r drinks
and telephone calls and other peripherals _
Once you 've decid ed on all that and you've
found your ve nue, you'll have to think about the
things that you'll require while you're there : things
like conference room size, how you're going to wan t
the room laid out. If it's very informal you won't
ne~d a very big room, but if you need everybody
with desks you'll need a larger room . If you have a
very large meeting in the ballroom you may need
people sitting in rows lik~ in a lecture theatre. You'll
also have to decide whe ther you need syndicate
rooms - that's small rooms for fifteen to twenty
people, and if you're going to use syndicate rooms,
how many rooms you'll need . You then come onto
your conference equipment. If someone is giving a
presentation, will they need overhead projectors, flip
charts, slide projectors?
You also need to know what refreshments your
delegates will require. If you've got your delegates
sitting in a conference all morning, by the time they
get to lunch time they're going to be very thirsty, so
you need to break in the middle for a cup of coffee
and a chance to stretch thei r legs. So do you want
that served in the conference rOom or out of it? And
at what time?
You need to find out the dining requirements -
85
 Key Listening 2
aT; b F 60 per cent of European holidays are to Paris; c T; d F this
longer so. Now they want /Jot only the sea bot to see something . . ,
is no

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

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

better
castle
client
abroad
arrange
escape
occasion
romantic

customer
specialist

destination
recommended
reservations
a For word s ending w ith the suffix t ion 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 syllable
from the end .
c For words end ing with the suffixe~ it)' or ty the stress is on the third
couple prefer syllable from the end.
marriage towards Silvia: Yes. After graduation I took a year out and went backpacking in
w edding the Himalayas. I then joined an organiRlion that was concern ed
Writing 1 with the conseryation of our .o..a1ional heritage before returning to
Correct order: uni)lfIiity to gain a qualifiQiion in travel and tourism.
a-9; b-10; c-2; d -1; e - 4; f-6; g-8; h - 5; i- 7; j - 3 Alain: So you gained adQilional qualifigjions?
Silvia: Mm , yes that's right. You see it had al ways been my amQl1ion to work
Developing the Topic in the tourism sector.

Reading 1
Writing 2
a It is much cheaper than a traditional wedding.
a for applying - to apply; b see - saw; c are seeing - see; d - ; e had been
completing - had completed; f am always wanting - always wanted;
b Two w eeks.
c Those about t o marry for the second time , or those who
g was not wis hing - did not wish; h spend - have spent; i be - w as;
have been living together for a long time.
j is specialising - specialises/specialised ; k - ; , attracted - am attracted/was
attracted ; m persuad ing - persuade; n - ; a hear - hearing
d The number of people accompanying the wedding couple.
e Flowers, fruit, and w ine.
f It has romantic castles and country house hotels with Developing the Topic
four-poster beds. Li steni ng 1
Reading 2 KITTY JUSTI NE
a Mauritius: b The Cayman Islands; c Jamaica or the Dominican Republic; TRAINING 3 years at college none
d Kenya; e Bali: f Malaysia; g Bali; h The Cayman Islands; i Florida, Haw aii or hotel management
Las Vegas; j Las Vegas training
2 a Kenya; b The US or the Cayman Islands; c Malaysia; PART-TIME while at college while at school
d St Kitts and Nevis ; e Hawaii WORK waitress waitress
Vocabulary 2 reception work
FULL-TlME' restaurant manager waitress
we dding arrangements, wedding destinations, plantation weddings, wedd ing
packages, wedding hotels, wedding ceremony WORK (small hotel) assistant restaurant
conference organiser manager
a beach resort; b chapel fe e; c marriage licence; d limousine service
restaurant manager
Listening 1 in conferences
Time of year Types and le ngth of Places most likely to go in sales
holiday Writing 3
August 2/3 weeks USA ....., Suggested answer:
beach South America (Mexico) ~ j~~----------------------------,
Sardinia Justine started by working part-time in a hotel as a waitress while she wa s still
2 New Year beach Italy at school. On leaving school she worked as a full -time waitress before gaining
Christmas skiing Maldives promotion to assistant restaurant manager and then becoming a restaurant
Seychelles manager. She then moved to a job in the conference sector before taking t his
Caribbean post as conference sales manager.
Easter cultural Paris
touring London Reading
Madrid a employe r; b jobs; c work ; d job; e company; f career; g tour operators/
honeymoons Thailand wholesalers ; h travel agents/retailers; i entrants/employees/applicants;
86 /,// Australia j postings/vacancies/posts; k associates
MaJdives a - 5; b - 1; c - 3; d - 2; e - 4
 Key
3 a Office junior with Thomas Cook; b late in their careers; - it's a l1eautiful city with lot5 of hi~ tcric.a ll1<Jildil'l:1S
c Couriers, guides and resort reps; d The heritage sector; the problem in the beginning:
e Determination, enthusiasm, perseverance lack of su itable &accommodation
4 Employment Record how this was dealt with:
1994-date Jet Set Tours: National Sales Manager - adapted anti refuroi shed workers' and !!It;uocr;"[.. aCCGmmoaation
1993-1994 Backpacking around the world - intemaUonal chains have built hou':;
1982-1993 Pickford's Travel: National Sales Manager, the present situation:
Retail Sales Manager !SuffiCient accommoaa"tion fo r tcuri5t!!l ap.jir"t from a few peak weekends
_-1982 Travel agent chain: Ju nior management ~ Writing 3
(series of placements) Suggested answers to memo
Travel Firm
1978 -. Thomas Cook: Air-fare unit, Office junior 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
Vocabulary forces will soon reduce this to a more manageable number. On the other
employee, office junior, counter clerk, trainee, national sales manager, retail hand it does show the Czechs' love of travelling.
sales manager, national sales manager, director, schools liaison officer, b) method and type of trip: Due to economic and market pressures most
couriers, resort reps, guides Czechs travel on budget group packages by coach and stay in tourist
Z a posting; b placements; c post; d job; e career; f appointment (economy) hotels where they re ceive a 50 per cent discount on the
published rack rates .
3 Trends in Tourism c) reason for interest in Prague: Foreigners are now eager to visit this
beautiful city which they were unable to enjoy during the communist era_
Revision The city contains monuments and buildings of many periods w hich all are
L an guage Focus now keen to appreciate first-hand.
a lost; b changed; c went; d became; e threatened; f adapted/have adapted; d) accommodation in Prague: The Czechs have ~en quick to refurbish and
g investedl has invested; h began; I accelerated; j halted; k developed; improve workers' and student accommod ation as well as welcoming
I came; m remai ned; n followed; 0 was; p was; q were; r have improved; international hotel chains into the city. As a result the accommodation
s has intensified. crisis of the early years has been overcome.

1f:l Writing 1
Reading
In the 19505 most people did not travel far from their homes and stayed in a
local seaside resort. As few had cars they travelled by rail. Over the years they a Badly, inconsiderately, patronisingly, rudely.
have become accustomed to flying to exotic destinations. Sailing and b Northern Europe.
waters ports have become popular pastimes. c To feel safe.
d They trayel in groups, have guidebooks, and have their
Speech work own shops in l ondon w here they are able to pay with yen .
III I dl I id l e Many shops have become fas t-food outlets; tea rooms will
increased gained accelerated accept Japanese credit cards,
rushed intensified invested
shocked involved sorted Vocabulary 2
hoped staggered well-heeled, local currency, buy, dollars, pounds, free-spending,
widened high-spending. credit cards, affluent, thriving, tip, pay, yen, market
a I d I improved, changed, moved, remained. l Id I started
b I [ I looked, helped. established, flourished, played. I d I 4 Where People Go
c I d I stayed, stirred, watched, charged, thrived . I [ I
d lId I recorded, affected, walked, persua.ded, collected. III
Revision
e II I jumped, topped , travelled, stopped, worked. I d I Lisrening 1
Vocabul arv 1 1. Americans (IJSA) 1,486 million
a commuter; b nomad; c tripper; d globetrotter; e passenger 2. Gr. rmans (Germany) 635 miUlon
f hiker; g itinerant; h holidaymaker; i migrant
Always: holidaymaker 3. Irish (Ireland) 424 million
Sometimes: globetrotter, passenger 4 . French (Franr.tj 429 million
Never: commuter, nomad, itinerant, migrant 5. lIalians (llaly) 393 mil lion
W ritin g 2 6. Australinm: (i\lIslfo l la) :1-14 million
Suggested answer:
Netherlands Board of Tourism 7. ,l<lpanr,se (JaIMn) 288 million
3. Spanish (Spain) 286 million
The first tourist office was established in 1885 in Limburg. laterl
9 . Canadians (Ca nada) 2::;2 million
afterwardslsoon others were opened on the coast and in some tow ns.
However, the Netherlands Tourist Board was not established until 1968. Its 10. Dutc h (l'Ietherlands) 239 mitlion
headquarters are in Leidschendam . It has a resident staff of 100 with fifty
$pecch wock
others in its sixteen offices abroad. Its rofe is to promote and market both
1 ~ly h~s op;!ned th:) doors ~f its sen~te building t~ vis it~rs , off:)ring guided
international and domestic tourism as well as to give information to the
consumer . tours ~f th~ sixteenth-cent:)ry palace on tha first Saurday :)f each month .
Th~ tour takes in th~ libr,)ry :)nd the e!eg~ nt drawing room.
Did you know th;,t in Dayton:) Beach, in Florid:>, USA, ~ fed~;)1 court haS ruled
Developing the Topic th:)t tourists may no long_r take their cars onb th;, beach during th;J turtbs'
L istenin g breeding se~n ? Or th_t you on get a discount in th_ bars ;)nd resbrants in
The situation before 1989 for outbou nd tourists: _tlantic City if you have _ spec~ visit-rs' card? ~nd th.,t those of you who enjoy
how Czechs obtained a visa : bird-watching could take part in <In eighteen -day trip through th., Scottish
apply for hard currency - once in th ru year!i Highlands? Or you might prefer _ rom antic break _t th~ Bristol Hotel, where th.,
then apply for Yisa candle-lit di n n~r indudes 0ysbrs _nd caviar followed by sa lm~n with pink
the percentage who travelled abroad: 10- 20 ~r unt champagnel Whatev:)r your tastes, ring Creative Holidays on 0171 384 8394.
the number of agencies: two
how Czechs travelled: in IJroups; stayed with their tour leader Vocabulary
W hat happened immediately after the Velvet Revolution of 1989: us GB
Eyeryone went aUroad for one day. a one-way ticket a single ticket
Developments since 1989: b fall autumn
number of agencies at the moment 3.000 , elevator lift
the most popular way to travel: in \lroups b:i coach d faucet tap
why it is popular: ch ~a ~ !!It way
reductions at hotels: 50 per u nt
f check
round trip
bill
return journey
The developments in the Czech Republic fo r inbound tourists: g doset cupboard
why tourists wan t to come to Prague: h restroom doakroom
to see what t hey naye been mi!55ing
Speaking
See Tapescript, page 81. 87
 Language Focus
Today's business people travel extensively as part of their job and stay in Govemment projects
eICpensive hotels. When they go away they want the same comfort as they are Sicily is now working with the European Union on a project to develop and
used to at home such as en-suite bathrooms, but in a more simple, informal promote sustainable tourism in southern Italy. As part of this project tourist
setting. The Sea Club Hotel at Cala Rajada in Majorca is a hotel that caters for officials will:
this type of client. develop hotel-grading criteria
it is registered with the Tourist Board as a one-star hotel- that is equivalent to look at the transport infrastructure, taking into account the main tourist
a youth hostel. Its low rating is because there are no TVs or telephones in the itineraries
rooms, but this is probably the most expensive one-star hotel in Spain! All look carefully at the protected areas
rooms have en -suite bathrooms and are built around a luxury swimming pooL Sicily wants to develop the potential of protected areas, promote the island
Ihe: guests can laze around all day, or take a car to explore the island. Then in internationally but at the same time maintain the regional way of life .
the evening the Sea Club comes into its own, with dinner served at one long
table - so everyone mixes and gets to know each other. This is what makes
the Sea Club so unique; business people spend their lives travelling but don't 5 Travel Agents
get to meet t he locals. yet at the Sea Club there are always local people who
come in to dine and meet tI:!..e. guests.
Revision
The two underlined definite articles are optional. Language Focus
a Can you tell me where the station is?; b Do you know if there are any cheap
Writing 1
flights to Florida?; ( Please could you fill in this form?; d Do you mind if I ask
Suggested answer'
you some questions?; e Would you mind waiting until a clerk is free?; f Can
Currency fluctuations have meant that many British holidaymakers are going you show me where the winter-sun brochures are?: g I would like to know
to those countries where the pound buys more. The USA, Turlo:ey and Italy are when the next train leaves; h Could you teUme how much you wish to spend?
more attractive, while Spain, France and Greece are losing business. a Can you tell me when you want to go?; b Do you know how many people
last year 8.2FF were the equivalent of one pound , now a pound is only worth ~ there are in your group?; ( Can you tell me how you are paying?; d Would
7 .8FF. So the British traveller loses 30 on every 500 transaction. This is
reflected in holiday bookings which are down 7 per cent on 1994. Spain has
-..J you mind repeating that?; e Do you mind if I check the details?; f Could you
please sptll that for me?; g Can you give me a deposit?; h Would you mind
lost business too . Bookings to the end of April show their share of the UK filling in this form?
market down 2 per cent, from 44 per cent to 42 per cent. 3 C: I'd like to spend a few days in Rome.
In the USA and Turkey the pound has riSen. Tu rkey has , as a consequence, TC: Can you tell me when you would li ke to g07
nearly doubled its market share which is now standing at 7 per cent. However, C: Next month, sometime after the 15th.
swings in favourable currency rates must be balanced against the costs of TC: Fine. And could you tell me how long you will be staying?
meals and services. 1 buys 60 per cent more Turkish lira but then the cost of C: It depends on the price but preferably for four nights.
meals and services has doubled. TC: Well, we have some very good offers at the moment.
Will you be travelling alone?
Developing the Topic C: No, with my partner.
TC: Well, if you take this three-night package to the Flora
R eading Hotel it's only 345 per person, for two people sharing a
a 21 million; b Two-thirds; (599,000; d 4 per cent; e 15 per cent; f 35 million double room with shower. let me show you the brochure.
Blackpool - Russians; Scottish Highlands - Italians; East Anglia - Dutch and
TC: You're English, aren't you?
Germans; North-east - Scandinavians; Wales - Japanese
C: No, I'm Welsh.
a Because there is fierce competition from other tourist destinations; TC So, you've got a Welsh passport, haven't you?
everyone wants more tourists to come to their destination.
C: No. I've got a British passport.
b The Far East.
TC: And your address is 44 Stoneybrook Drive, Cardiff, isn't it?
( To offer people what they want: high standards, value for money
C: No, not exactly. It's 444 Sunny Brook Drive, Cardiff.
and a warm welcome.
TC: And you would like a twin room with bath, wouldn't you?
Listening 2 C: No, we would like a double room with a shower.
Tourists come from: Italy, rest of Europe, the USA, Japan
TC You will be staying for three ni ghts, won't you?
Why: sun and sea, culture, history, archaeology, geography and geology
C: No, we'll be staying for four nights.
(enjoy the countrySide), the cooking
Current trends: visitors also want more activities in their holidays, to visit areas Speechwork
that are not tourist resorts, want better services - accommodation in listen to the tape,
particular.
Listening 1
Future developments: project to develop sustainable tourism in south of Italy ;
a new hotel grading system; Jooking at transport, tourist routes; ways to
Name of cl ient: Mn Pinott;
protect the environment and regional way of life while promoting tourism .
Hotel: Belvedere, Frascati
Writing 2 Dates: 18-20 October
Suggested answer:
Number of nights: 3
Visitors Room type: 0 Ii1 S 0 shower liZ! bath 0
Sicily receives many visitors from the- Italian mainland as well as from the Price per night: l it. 100,000
rest of Europe, There are also a fair number of visitors from the United
States of America and Japan.
;-he reasons for Sicily's popularity are many and they include: W riting 1
Suggested answer:
the beaches and fine weather
the diverse cultural heritage, comprising bUildings from Greek times up to
the present day Dear Mrs Pinotti
the fine countryside Thank you for your telephone enquiry of , ..... ,., .... inst.
Sicilian cuisine In accordance with your instructions we have booked a double room with
Changing tourist demands shower in your name at the Belvedere Hotel, in Frascati, Italy from the 18th to
Tourists are now demanding better services, especially accommodation.
20th October inclusive.
They are also becoming more activity conscious and increasingly want to
visit non -tourist resorts. Payment by (redit card within 48 hours is required to confirm the booking.
Th ank you for using our agency. We trust that you will enjoy your holiday, If
you should have any further enqui ries please do not hesitate to contact us,
Yours sincerely,

Developing the Topic

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

88
 Key
Reading 1 A: Certainly. Where were you conSidering going? Do you prefer a seaside
~ a presentation; b check; c summarise; d produd; e holiday/hotel bedroom/ or a cultural holiday?
product; f facilities; g features; h facilities; i needs; j all/unnecessary; B: Well a little of both reall y. Can you suggest somewhere where it
k feature; I benefit; m brochure; n commitment; 0 close would be poSSible to take short excursions to pl2.ces of interest?
Reading 2 A: With pleasure. Do you have any preference 2S to the area in Italy?
a Somewhere cheap wi th sunshine, that is not too quiet. a. Could you tell me; b W hen did/ do you w2.nt; c isn"t it;
b Spain or anywhere with lager louts. d What kind of accommodation did you have; e wou!d you prefer
Z a - 2.
Z b a - 2;b - 4;c - 1;d - 3. 6 Tour Operators
3 a Spain because it has poor beaches and Portugal because it is too
family-orientated.
Revision
b Southern Greece or Cyprus Spcechwork
c She suggested they looked in the brochures a. It's; b we're; c we've; d have; e haven't; f they had; g peseta's; h can't;
d She did not describe the resorts to the clients, nor find out what they i pound'lI; j We"ve; k the y' re; I we're; m We've
really wanted_ She did not try to sell the holidays. 2 a The south of the island ~ (island's) really suffered from the high-rise
4 a Turkey: Marmaris and Kusadasi; Greece". Sidari, Ipsos, Oassia on Coriu building boom of the 60s.
She analysed other resorts on the Greek islands b Now , there afe (there're) plans in the pipeline to improve these properties.
b She used the brochures to indicate the resort descriptions, analyse the (Both forms are acceptable here.)
resorts, to check prices, location and weather details. c In the north we ~ (we've) insisted on more sympathetic development,
c Prices, location and weather details. and there you wiU (you' ll) find the exclusive hideaway villas.
d Enthusiasm, efficiency, a good selling technique. She was d But in the sou th we must develop a programme of refurbishment and
knowledgeable and took time and effort to find the ri ght holiday. improvements
S a They ignored the clients' request for somewhere other than Spain and e In particular we have to insist that t our operators do ~ (don't) organise
they did not use the brochures intelligently. pub crawls.
b listen to the clients. Ask questions to find out what the client really Language focus
wants before trying to sell a holiday. a You will be escorted to your hotels
Vocabulary b Three days a week are spent meeting arrivals
1 a well-chosen; b family-orientated; c well-stocked; d well-designed c Overbooking problems have been created by the hoteliers
d The number of holidays sold should not be affected by the fall in the
1$]2 well-designed. accessible, comprehensive, excellent
value of the peseta.
Writing 2 e We were not offered a welcome drink
Suggested answer: f All lager louts are arrested.
~ih.:ltscrt ;;.f nolid <ay and n ,scrt an~ you l ooki Jl ~ for ? Writing 1
Ithen would you li ke to trave l and frorn whi<.:h uirp;;o r t? a what will happen/will be happening; b will be met; c driven; d will be living;
e w ill follow ; f will be introduced; g briefed; h will be shown; i will be taken;
Could you t ll IOe ... hat typo:: <lnd ~t3f1dard of 3ccoITIII'.odl t i on you j are going to take/will be taking; k will be; I will be given; m are all looking
arc 106:ir,g for, and, if a\>propci;, t<l', lin"" d <)~e to thp. city fo rward
centn' or ,;<'a- front you wo uld l ike t o be-",
,!ilat {Hice range fi r!! you interc::; t cd in ? Developing the Topic
If yo u r!'quit'!' fifty "r"c.i .} l t v:ilitic5 (e . g . f o r lei~urc
il(;tiyiti~;,;, a:cOO"II1lodlt i (lr1 , etr") , 1i 1.. lIill' c ou l d YO'.I I f't. me know"
Reading
A - 3; B - 6: C - 2; D - 5; E - 4; F - 1
We lock fo r .... J.rd t o receiving . ,." o" r reply "'0 t/l.) t we elln llfO'::<"S S
your re<Jue~t .mel s ug'jest it .~u itable r e,)o r t ;lnr! l,otl:!l. a-4; b-2; c - 4; d-1

Your~ :;inc'~ e ly,

Vocabulary 1
1 a;2c;3b;4b;5c

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

4 Where People Go Listening 2

a Incorrect: Have you been to the Cezanne exhibition at the Tate Gallery.
b Incorred: Package holidays to the ski resorts of North America are
becoming more popular.
c Incorred: The seven-day t our of~ Eu rope included Innsbruck,
Vienna and Venice.
d Corred.
e Incorrect: +!:Ie Buckingham Palace is open to visitors in August.
Z As the third hottest British summer on record appears likely to continue, the
ru sh abroad has reached record proportions this year. Almost ten million
holidays have already been sold f or this summer and the remaining 850,000
are leaving the shelves at such a rate that h oliday companies no longer have
to tempt customers with the kind of price cuts they needed last year.
S Travel Agents
A: Good morning. Would you like some help or are you just looking?
B: Yes please . r w as wondering if you had any holiday brochures for Italy?
1. PATIERNS OF SALES: British buy summer holidays later in the year. 35 per
cent buy a package holiday.
2. NUM BER OF SALES: Had predicted a 5 per cent growth . Sales probably down
2 per cent on last year"s figure (9.5m).
3. UNSOLD HOLIDAYS: 3 million package holidays rumoured to be sold off at
half price in MaylJune. Now 2.2 million unsold. Most w ilJ'be sold, but there
w ill be some discounting
4. THE INDUSTRY'S CONCERNS: Fear of discounting too early as this w ill
encourage the public to wait longer to book. Too early a launch of next
season's brochures. Overseas hoteliers pushing up accommodation cost s
(accommodation prices rising at 3 times the rate of UK inflation).
5. LIKELY OUTCOM ES: Higher prices for holidays. Need to cut services to
maintain cheaper prices.
89
 Writing 2 b The West Indian cricket team is wearing the Sandals logo on their shirts.
~ Suggested answer: Sandals have also spent 2.5 million on sponsorship .
,---------------------------------, c They hope to encourage the upmarket (cricket-loving) British
Patterns of sales of package holidays holidaymaker to go to the West Indies and a Sandals hotel.
It is estimated that approximately 35 per cent of Briti~h fami lies now take d Upmarket i.e. profesSional people (people with style).
package: holidays. e It would appear to be in the upmarket packages: Thomson has sold more
Howe ....er their buying patterns have changed. They now purchas.e a holiday holidays and much of the increase has been in the costlier all-inclusives,
much later in the year. but only 23 per cent of British Airway's Holidays increased bookings
This results in tour opuators holding holidays unsold till the end of the required an upgrade.
season, which leads to speculation about the I~el of di5Counting Germans do not play cricket.
operators will need to offer ~ sell their holidays. g When England went to play the West Indies, the West Indies became a
Number of sales popular destination. This winter they go to South Africa and so perhaps
they will make this a popular destination too.
Early predictions forecast a 5 per cent capacity o:]rowth in the Mumper of
holidays 50Id t his year. Listening
At the present time, it is admitted that sales may be 2 per cent below
British Germans
last year's 9.5 million fig ure.
a as both a domestic and an as an international destination
Unsold holidays .
international destination
There are an estimated 2.2 mi lilon un50ld package holidays for the rest
b weekend breaks 10 day+ holidays
of the season.
day trips meet people/see village life
In order to sell thee;e holid.aye; the operatore; have a choice of waiting,
office parties study tours (archaeological, music)
di5counting or r~ ucing capacity.
self-catering outdoor pursuits: walking,
Concerns self-drive cruising, cycling
There is a fear that too early a launch of next year's broch ure5 wi ll deur leisure pursuits: golfing.
people from buyi ng this year's holidaY5. angling. cyding
The cost of accommodation i5 ri5ing t hree time5 85 fa5t 85 the UK C independent travellers package holidaymakers
inflation . d professional classes English speakers/ professional classes
Li kely outcomes (A,B&C1)
Holiday price5 are likely to ri5oe. e journals, glossy magazines, journals/ speCialist magazines
Tour operator5 will be cutting 5uvice5 in order to maintain prices and quality papers trade fairs (caravan and boat,
offer cheaper holidaY5. horse-riding, golfing events holiday fai r. coach operators' fair,
angling, game fairs, WT fair boat show)
appear on travel shows on TV
7 Promoting a Destination f human interest Ireland: the life, romantic castles
villages landscape
Revision fashionability: film star retreats human interest
Vocabulary 1 simple life: healthy activities Ireland: the life, villages
1 poster; 2 brochure; 3 leaflet; 4 flyer; 5 catalogue film industry fash ionability: film star retreats
2 a- 5; b -4;c- 1;d-2;e-3 golf simple life: healthy activities
good food
Language Focus
a are you doing; b will you be/a re you going to be; c am leaving/leave; ~ Writing2
d am arriving/arrive; e are you going to do/will you do; f am touring; Suggested answer:
g am staying; h will you be able /are you able; i will do/ are doing; j get;
k leaves; I am staying; m am; n will have to; 0 will definitely go; pam; q Will Promotion of Ireland as a tourist destination in the UK and in Germany
you be; r will have fin ished/finishes; s arrive; t was/were going Rl:port for ...................... Tourist Board
Advertising
Speechwork
In both countri c.~ tht; Irim Tourist Board targets the A, Band CI group~ ,
Compare with the tape.
advertising in journah , newspapers and m<lguines . In Germany the: Board
~ Vocabulary 2 ad,;ertiS('.$ in spe:l;alist m<lga7.ines whe-reas in Britain it tends to ad\'Crti~ in glossy
I a best-kept; b distinct/ real; c unique/ old-world/quaintlfrie ndly; upmarket maga7.inC$ and quality newspapers.
d stern/dramaticlvivid/elegant; e bustling/busy; f fresh ly brewed/fresh; Publicity
g animated/lively; h interesting: i fair/noble/ beautiful; In Britain the TO\lri~t Board attends sporting cyent~ wh(;re there may be interest
j dramatic/picturesque/impressive; k resident/frightening/ friendly/amu sing; in Ird and, especially as a venue for a particular pUl'5uit, e.g. golfing or horse-
I delicious/ tasty; m intimate riding.
proved proven have come have emanated In Germany the Bou d hiS a stand at the major hoat shows. It also attends th(~
keep retain see briefly catch a glimpse of coach operators' fair. In Britain it has ~tamh at ~ ngling and game fairs and abo at
mixes mingles lessen diminish the ,,",'orld Travel Market fair.
involved engrossed fa lls descends In Britain the Board ensures that Ireland is featured in all ~ ,cn of the travel
show pay tribute to go to attend programmes currently running on British tele\'ision, as this i~ good fr ee publicity.
for to suit walk stroll The Board encourages journalists from both countries to tra" cl around lrebnd
tells relates take time linger and promote the country in the travel ~ctions of tht:.ir puhlications (300 British
journalists and 80-90 Gennan joumalists this year).
Writing 1 Emphasis
Suggested answer' The Board e mpha-"i !le~ the romantic, fairy-talc image of Ireland to the GermUL
market. To both secton the), slrCM Ireland'!l human interest - the quiet friendly
Hotel Dunloe Castle is ideal for your perfect golfing holiday. Situated in rolling ,'illage life which 5till exists there. It also promQtc$ the f<lwioll.wilit)' of the
pa rkland, the hotel provides all nature-lovers with a relaxing break. Stroll country, now a fa\'ourite retreat for film stars. For both Britain and Germany,
through luxuriant gardens which reflect Ireland's fairy -tale magic and marvel Ireland is promoted a;!I somewhere to fincl the simple life , offering good fOIXj and
at a renowned botanical collection which has won many/international awards. healthy outdoor activities.
Enjoy the superb facilities, including indoor tennis, a 50 metre swimming pool,
excellent riding and private fishing. The hotel itself is luxuriously furnished. Sip
a ty pical Irish drink in our cosy bar or sample the restaurant's lavish cuisine. 8 Responsible Tourism
Revision
Developing the Topic Speechwork
Vocabulary 3 a million tourists; b now spend their; c tourist threat to; d feeding them;
1 and 2 e bound to frighten them; f need to control
1 golf: tee, swing, iron. green, fairway, dub 2 a They think tha~ thit,i~a bettet..economisalternative than killing them.
2 angli ng/fishing: reel, line, jetty, coarse, bait b BlA they permitevenin&"a5 welLa~daytime trips.
3 cooking: stew, ingredients, hors d'oeuvre, entree, dessert C A~a result, the whale~abandon their young.
4 cruising/boating: tow rope, lock, jetty d If whalet,are to survive this, then governments have to draw_up strid
5 cycl ing: ride, pedal, panniers, handlebars, crossbar guideline~atonce .
6 cricket: bat, wicket, dub, pads, match Compare with the tape.
Reading Vocabulary 1
a As a result of seeing the West Indian cricket team on television, the British 1 and 2 a tourist receipts; b maintenance costs; c commodity prices;
90 public became interested in the West Indies as a tourist destination. d labour costs; e occupancy rates
 Key
3 a foreign ownership; b indigenous communities; c global economy; Language Focus
d competitive fares; e metropolitan countries; f economic opportunities a It's easy to get around New York on the subway.
~ Language Focus b She jumped at the chance to work as a tour guide.
c The bus broke down in the middle of the high street.
1 a threatened; b suggested; c reminds; d urged/persuaded/told/ordered;
e warned; f denied; g invited; h claims/states/believes d The cashier worked out the bill.
e It's a tour rep's responsibility to look after the guests.
2 a claimed/ stated ; b explained; c urging; d believeslstateslclaims/insists;
f At the airport the tour reps pick up the guests.
e persuade; f implies; g urge/ask; h states/claims;
g She drew up the itinerary.
I claims/states/insists/ maintains; j admits; k demands; I maintains
h Her uncle put her up for a few nights.
Developing the Topic Speechwork
a travelling to Warsaw; b the owner of the/causing an obstruction; c regret to
R.eading announce/has been diverted to; d should proceed at once to; e the last call for
a They objected to the new fish quotas which they felt were far too low.
b You'll be staying)n the luxury Nova Hotel in the malA_square.
b Sea cucumbers were being taken from the sea bed, illegally processed, and
c Tonightaftef dinner there'll be a welcomiOflreception with drinki,antl
sold to the Far East.
canapei,tn the bar at 9 .30.
If the rare plants and wildlife are destroyed, people will not want to visit the d lf2..a moment til come round anti give you particulari,of aUf
area and 50 the tour operators will lose money. tripi,an<lexcursions.
d Native species have no protection against animals such as cats and dogs that e Anti during the reception I'll tall. briefly about them ane take bookings.
hunt for food; they can't compete with animals such as pigs, etc. in the search f If you should have any problemi,or questions please don'thesitate to ask
for food; Imported snakes destroy the eggs in bird colonies; imported plants me. 1'lLalways be available in the reception frOM 9 to 1Q..every day.
choke the land.
e They arrive on the daily flights and in crates of vegetables. Vocabulary 2
They have prohibited the issuing of new tourism licences, have promised 1 images; 2 hands; 3 style; 4 cry; 5 entertainment; 6 good; 7 effort; 8 spare;
patrol boats and aircraft, and are looking at ways of imposing a quarantine on 9 hand; 10 far. 11 walk; 12 dine; 13 time; 14 soak; 15 stuff.
the islands. Visitors are issued with rubbish bags and encouraged to check the
soles of their shoes for seeds. Developing the Topic
g They fear that tourism is growing too fast and that some tour operators are Vocab uJary 3
Side-stepping the regulations by putting too many people on their boats. Check this with your teacher.
h They would like the majority of the park: entry fees to be reinvested in the Listening
park . a T
Vocabulary 2 b F: 24,000 in twenty-six weeks
a archipelago; b conservationist, ecologists, zoologists; c predators; c F They must be prepared to change their plans.
d ecosystem; e banned; f devastating; g entry fee. d F: It helps them work out changes in the plan.
2 animal life: species, habitat, birds, seabirds, bird colonies, egg stocks, sea e F: It is more efficient in direct costs but also in overall costs to the airline.
cucumber (not a vegetable!>, fish, giant tortoise, iguanas, cats, dogs, pigs, a Thomson; c summer brochure launches; d crews; e operating hour\; f record
donkeys, horses, cattle, predator, mosquito, snake, insects all information; g feasibility; h profitability; j SITA; k Slots Allocation
plant life: species, habitat, quinine tree, timber, seeds, vegetables
Reading
Listening a empty; b window; c middle; d midd le; e emergency eKits; f aisle;
Who goes: the ecologically minded: all who enjoy ecologically sound holidays, g three-; h dose; i emergency exit; j bulkhead; k last; I smoki ng
the middle- aged (balding and overweight); and even the unfit. W riting
Shopping: concerned to buy only ecologically friendly goods; ask where
everything comes from; can't buy crocodile bags; leather could come from an
~r-_s~u~g~g~e~st~e~d_a_n~sw-ce_,,________________________________________-,
endangered species To: All counter staff Re: Suitability of seats on aircraft
Boat: small with modern comforts Familil$
Crew: sail boat; help land passengers from dinghies to land-side; help with Families with two children will be more comfortable in the middle roW); wilh four
jungle walks seats, where parents can s.it on either side of their children and the children can get
Excursions: daily jungle walks: to see fauna, flora and bird-watch a good view of the movie screen.
l ocal peoples: Non-smokers
Amerindians: Choeo tribe from Darien jungle: men make music; women sell Advise these passengers nO( to sit in the seats immediately in fronl of the smoking
carved ornaments in rosewood and ivory, also baskets section. Remember that the fmnl non-smoking section of econom}' is directly
Cuna on Acuatupa make clothes called molas. Do trade in having photos taken. behind the smoking section of business daM.
1t=l Writing Disabled passengers
Remember that only the able-bodied will be allowed to sit near the emergency
Suggested answer:
exits. Disabled passengers may be more comfonable in aisle sealS.
infonnation for travellers to India Window seats
Clothing Pas!Oengers who wish to get some rt are unlikely to be disturbed in these. The
During the day temperatures are high and so for comfort we recommend side panel can be used as a head support 10 enable them to sleep.
lightweight cotton clothing in preference to synthetic fabrics . Early morning Aisle seats
and after sunset can be cold, so you will need a jacket and woollen sweater These give greater leg room so are more suitable for lall people.
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. 10 Customer Relations
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 Revision
indispensable.
Vocabulary 1
Suitable clothing should be worn when entering temples and other religious
clever, efficient, honest, motivated, sensible, thoughtful. trustworthy. These
buildings. Visitors may not be permitted entrance if they are wearing shorts
or have bare shoulders. Women are advised to wear clothes which cover imply you do not approve: ambitious, sensitive, shrewd, zealous, timid. These
imply you do not want to be: lazy, helpless, disorganised.
both their shoulders and their knees - either skirts or trousers .
It is not permitted to walk through temples or mosques wearing shoes, and 2 well-behaved, well-mannered, well-organised, well-intentioned ,
occasionally bags and belts must also be left at the entrance. Canvas self-confident, , self-possessed, self-assured, self-reliant
overshoes are usually provided, for which a small tip of about 5 rupees is Language Focus
customary. 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;
9 Transport t to protest; LI to remain; v to be treated
Revision Speechwork
Vocabulary 1 Ex ected/r uired Ha ened/received
I a make out; b cut down on; c worked out, d sets off; Chris quiet, relaxing holiday noisy
e missed out on; f called off; g put off; h hang around; i pick up; j look up; a sea view a view of the courtyard, pool and bar
k put (them) up; I hung up; m call up; n sorted out; a cut off children to sleep at night kept awake at night
2 a called in at; b looked up/sorted out; c miss out on; d cut down on; e put her 600 100
up; f look up; g called up; h setting off; i picking her up; j hang around;
k draw up; I sorted out; m cut off; n rang off/hung up; 0 looking forward
91
 a We'd asked for an apartmen t with a ~ but were given one wit h a
~of the~.
Review 2: Units 6-10
b The children needed to ~ at night but they were kept awake by the
noise.
Language Review
c We asked for fQQ but t hey only offered a mere .f1QQ, 6 T o ur O p er a t o r s
Compare with the tape. a The landing of SA 456 was delayed (by air traffic control).
b The reps insped aU the hotels weekly.
W riting 1 c The local council has banned pub crawls.
1f:1 Suggest ed answer: d Tourists are taken to their hotels in coaches/by coach.
e Tou r operators sold 9.5 million holidays last year.
Dear M~ Hopper a Correct
Thank you for your letter of 7th December. b Incorrect: Versailles and Fontainebleau are visited by many people every
We are sorry to hear that you and your husband did nOI enjoy your recent Golden year.(OK) but: Many people visi t Versailles and Fontainebleau every year
Group ho l iday in Tun i sia and apol ogise if the tou r rep' s be haviour was (more natural).
inappropriate. We assure you that this behaviour is nOl the kind we nonnally tol erate c Correct
and we will be looking into the allegation fuJly and taking any ncceKSaI)' action. d Incooect: All rates are negotiated between the tour operatOfS and the hotelier.
We would, however, like to draw your attention to the fact that all ou r reps are e Incorrect: The guest was offered alternative accommodation last night.
highly trained, whate \'er their age. and that we do not specify how uld they are in
7 Pro m o ting a D estinatio n
our brochures,
a - 2; b - 2; c - 1; d - 3; e - 1
A s to the special enlert.,inmenl package that you requested, we do el plain in the
brochure that this package is only run when there arc a minimum of eight guests
a is opening/will open; b is going to faint; c wilt have been standing;
d will be giving; e will have achieved
requesting it on anyone lOur. As you yourself mention, i n your ca.~ there .....ere only
four people. yourschcs and two othe~. Therefore the rep was qui te correct 10 Ie11 8 R esp o nsible Tourism
you thai Ihis would nOI be possible and Ihal we would be unable 10 cover the a The young American invited the tour guide to join them for a coffee.
expense of a change of hotel. b The chambermaid denied taking the old lady's bag.
As a goodwill gesture we enclose four ~'ouche rs for day trips to Paris and Brussels The check - in clerk confirmed that the (customer's) plane lefUwasleaving at
so l.h;tt you C.ln appreciale our nonnal rulth sL.1ndard of service for YOUNelve:s. 4.55 the next morning
Yours sincertl y. d Mr Gold ordered/demanded a large brandy.
Customer Relal ions Clerk e The travel agent advised us to take out travel insurance before we left.
f She warned them/us against changing/no t to change money in the street.
g He agreed/concurred .
Developing the Topic h She persuaded me to go to the party.
He inquired if they had a restaurant.
Reading 1
The angry guests threatened to leave the hotel if they d id not give t hem a
a To save up enough money to go on holiday.
quieter roomlif they were not g iven a quieter room.
b The staff t raining programm e was not good enough .
c She contacted Jane's supervisor. 9 Transp ort
d Jane was told off/disciplined and the company apologised to ABC t raveL a We have looked at them.
e Jane showed no interest in his request and put the receiver down before b We have speeded them up.
t he call was completely fi nished. c We have taken it into account.
f That Ridgeway Tours was an unreliable firm. d I came across it.
g Inter-World Travel would never use Ridgeway Tours in the fut ure. e They put it into operation.

Vocabulary 2
a The management lays down the conditions of work for the employees.
b The planning manager can get on with scheduling the flights.
a inadequate; b indifferent; c inexperienced; d rude
c LGW stands for London Gatwick
a take-it-or-Ieave-it; b a ticking off d Just let me work out t he bill.
Listening e I have been saving up for t he trip since last year.
J a-6; b-4;c - 2;d-1; e- 3; f-5 10 Custom er R elati o n s
2 a It gives a good first impression; it w ill encourage customers to come into a The guest remembers losi ng his wallet last night
the shop and approach you. b The manager stopped working when the visitor arrived.
b So that t hey know that we are listening. c I regret to inform all dients tha.t the restaurant will be closed for
c Admit tha t you don't know but say t hat you will find out. refurbishmen t until f urther notice.
d Someone who does a good job and something more than t he customer d The tour guide warned everyone in t he party to take care on t he ctiffs.
expected . e The chambermaid admitted taking the necklace from the room.
Reading 2 a to live up; b offering; c to admit: d trying; e to pay
Alison, because the customer did not expect a call before twelve o'clock but
received an answer just before eleven - an hou r earl y. 11 Hotel Facilities
V o cabulary 3
a offhand; b underhand; c by hand; d to hand; e in hand; f on hand Revision
W riting 2 Langu age Focus
a Visit Colmar with its numerous haJf-t imbered, medieval houses.
Suggested answer:
b Stay at this outstand ing luxury country- house hotel.
Giving a !l004 impression c The chalet is in an unspoiled Swiss village resort.
2 G:vt: the: cli~nt ti m~ to bt-QlWe ~fOl"e you offer to help. d The restaurant offers a varied international table d'hllte menu.
3 Be aware of your body lanoauaae: e On arrival all guests are given a dark star-shaped Belgian chocolate .
Alw.lYs maint.::Jin t::ye con t .a:::t 1I~ it. 5h0W5 t.hat you are li5ter,in<3. At t he Majestic they have fo ur luxurious junior suites.
Lean forward !!(l the client k.r,QWii that )'OU are concentrating on w t 15 g All staff will be issued with new blue-and-white cotton uniforms.
bt'i"9 slIid.. h In the dining room there is a priceless fifteenth-cen tury Venetian chandelier.
Do not le3n bacl:::w3rd5 a& thi ~ 5 h~you are no longer i"tere5t~. 2 self-service restaurant; old-world charm; direct-dial telephone;
Do not iidqet. centrally-heated room; hand-made shoes; well-dressed woman; tow-season
4 Al wlIYS listen carefuUy and if poe9ib!e t8ke not.!: ~ to reter bllck to. rates; half-board accommodation; built-in cupboard; invitation -only party
5 Matlt.sin ycur cliertte' ccnfiDentialit.y: n~r t.all:: about clients in frol'lt of ~J Suggested answer
other client5.
6 Be loyal to the ccmp~ny: do not blame other !otaff for mi6ta ~ 5. This luxurious double room is decorated and fumrshed 10 the highest deg~. The
7 Be acGurate; if you dc:: nC know the: ar.s ...er to II ,\lJeetion, admit it and oHer centrepiece is the grand late seventeenth-century four-poster bed lit by an ornate
to find out. Bohemian crystAl chandelier. Should you fancy writing a letter there is a small leather-
e Tell t he client v.+-.en you 'Nill have coIle:::u.:I aUthe required Information or topped desk, with a Venetian candelabra. An original sixteenth-century oil painting hangs
complet.ed the tran5.aetiot'l sr.,;! how aM when you .....;11cont act himfner. OIl the wall a~. To complete the room, there is an elegant Queen Anne armchair.

9 B~ re8 l i6~ ic when !Stating when a cuetcrner can mtpt::::t to hear from you.
Spcech wor k
10 Cany OJt your promisee with:n the 5t3u.:1 time limit . a low rise; b purpose-bJ.illt; C .l.!.Q.market; d ~II-furnished; e i l l- price
11 Remem~ r th;r:. a customer wiil remember you if you proauce the
List en to t he tape.
inf onnatior. early and 3nrw:;eO if you proJuce it late.
Vocabul ary 1
a bride and groom; b whisky and soda; c jacket and tie; d W ine and d ine;
e male and female; f length and breadth; g bread and butter; h hard and fast;
92 i spiCk and span; j black and whi t e: k safe and sound; I milk and sugar
 Key
Writing Spcechwork
..., Suggested answer" lrel le l l 10:1
~l,-_ __ __ _ _ __ __ _ _ __ __ _ _ _ _ _ _ _- ,
palace station castle
Dear Ms Bowen-Lyons Japanese parade pyjamas
Re : Reservation for 17-2 1 Fehruary incllL~j ve fabulous accommodation half
Thank you for your kner of 16th January inst. where you requeSt two sand location gardens
adjoining !leo nior suites for your di ent for fi ve ni ghls from 17 February to 21 factor
Fehruary inclusi\c . mansion
We are pleased to be able to offer two ~ni or s ui!e~ wi th half board for the
date_~requested at 950 SwF per n ight. All our se nior suites are on the hlp fl uor
Developing the Topic
and o'o'erlook Ihe ski slopes. We will do our utmOSIIO en~ure that the two suites Listening
arc adjoining. Hm.;e'ier, we must point out th:!! during these date ~ all our other a live wi thin a three-hour journey of the attraction; b domestic, international.
senior suites w ill also be occupied. three hour radius; c something in common; d taken a coach trip; e enough
As your c1ient~ do not wish to take advantllgc of our hotd bu ~ we can arrange people w ill come; f large enough; g road infrastructure; h asset, destinat ion; i
with the IlM.:allimousine car seryice to collect them from the railway station create the destination; j w eather is too hot
when we have connrrnati un of their time of aIT!V3!. Howevcr, the contract w ill Language Focus 2
be with thc (;ar servi(;e and not w ith the hotel and th erefore your client will be a However; b besides; c Therefore; d but/however; e in addition to; f As a result
required to settle directl y with the limou sine sen.icc on arrival.
Writing
Our ski desk will arrange all parag liding and snow-boarding sessions with yo ur Suggested answer'
dients on arri val so that they will have the greatest fl ex ibility when organising
their schedules. The ski desk can also issue lift passes for the fi,'e days at 172 Report for Themes Galore on F l oriana and Produtia
SwF per pef$on. There is a slight redun.i on for chi ld passes, th;]t is childre n as potential sHes for the new theme park
under 14 yea~ of age. Floriana
We req ui re confinnation of the'booking w ithin 48 hours and credit card The site is located on the eO;J.st of this idyllic island.
paniculars to reserve the rooms. In the event of a no-show the client will be The resident population of {he whole island only amounts to some
charged a(;commo(l.1tion for the fist ni ght. 3,000 inhabi tants. TIlese are scattered along th e coa.~t in small h:"lmJets.
We enclose 10 copies of our new brochure, a.s requested. Cumm uni cation and transport betwee n the hamlets is mainly by W:'l ter as there
We look fo rward to welcoming your cl ient to Da\'os in the near future and arc few road~.
o Road travel i.s sluw and arduous.
trust that we will soon be able \0 be of a:s~i ,tance to you again.
o A s a JesuIt fewer than 500 IQ(;als ar;; withi n the th ree-hour journey radius.
W ith all beSt wishes o At present there arc no hotels on the island.
Yours sincerely, o F;;w international visitor'! visit the island.
o There is o nl y one ferry service a week connecting the island with the Indian

Reservations Manager, Majestic Hold mainland. This is used for cargo transportatio n.
Produtia
o The site is dose (less th;1Il 75 km) to two 13rge industrial c ities: Millto wn

Developing the Topic and Iron ton.

o Both cities have ti ne museums of the ind ustri al re~oJuti()n, art galleries and
Listening
old huildings.
a 1927; b Hotel Steiner; c eleven months; d 70; e To keep overheads down;
o Thert: are several hotels, not only in the towns but also in the surrounding
f Through the Austria Hotel central reservations service;
countryside.
g On the edge of the pedestrianised centre; h Czech
o There i!i already a good network of major roads and motorways to the proposed
Reading site.
Guests mainly w ant better service o To the routh of the site the area is one of natural bc3uty. It is a popular

Facilities or services guests believe to be impo rtant:
solving of gu~s,"s' proble:m" , staff r~COt,l ni5in :! reeular ,!ue5t5, l:>e'fli)
we!Gomdigreetea by ru;cption, '3uar;ln~e i n~ of pre.y-nt level of
commur,icatbt15, i ncr~"e in r,o-smoking rooms
Facilities or services guests dislike:
attito.xlc: of :ot aff, bein;J m.a.:k to pay a d!:P:J5it. for use of fa0having t o wait
while room was checked bebre deposi"!; retumed, lack of p~rxna l
umta::;t/i!'la\;>ility of rec.erruo:'l to ~rec:t you
The type of improvements business t ravellers are uninterested in:
environmental ini'tiativt5: e.g. fewer to;]c:trie5, checking in .;ind out with smart
cards
The changes or developments taking place or likely t o t ake place in the
hotel trade:
televi,,'on ccnscle to Uecome c.!:n t ral focus for c.ommunieZltiofls, entert.:lifllTlCnt
and interactive t.c:ch tlol::l<!y, chec( -in lI5in,! crulit cards with eompuT!:ri5ed room
key~ an d charcard s, automEtul reY-rv.ation5 syst.ems, automatc:J ehuk-in
and e"ed -out, Eutomatui room ~rv:c.e, l:>ede to convert t.o couches, hotel
room t1 h ::oome "n cffi:;:.e-away-from-tJu.:-offi ce, more built-in ~rI::: stat!Otl5 with
f%'wer point:5 a:1d gO:Jd lightin,!
Vocabulary 2
a empower; b emphasised; censure; d enabled; e emerged
a enlarge; b embark; c enclose; d enliven; e enrich
12 Selecting Locations
international tourist destination in summer.
o Many domestic an d inte mational touris ts dri,'c southwards in summer for
their holidays.
o The ~e tourists would virtually pass the entrance to the theme park.
Conclusions
o Floriana would be an unsuitahle location as 100 few people live wi th in the area
or visit it.
o The site in Produtia, th ough in it~ lf not a beauty spot, is w ithin rang e of the
pop ular holiday de.stination of Summers\'iIle. There are sufficient hotels and
hol iday accom modati on w ithin the penetration area, which is surround ed by a
large resident population.
o There is no other the me pa rk within th e catchme nt area.
o There is ;tlready an e "cdlent in fra ~t ructure of road net",,orks .
o There wou ld be suffi cient numbers of "isitors h.J support the theme park and
make it viable.
R ec:ommend:l.lions
o The site at Produtia wou ld be a suitable location for the theme park
Reading
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 w ith thousand s of tourists there.
g The rail way station.

Revision 13 Things to Do
Language Focus 1
a although; b therefore; c w hereas; d thus; e however Revision
a but; b However; c first; d secondly; e Furthermore Vocabulary 1
Vocabulary ~ Check this w ith your teacher.

~1 a miniature; b slight; c compact; d minute Speechwork

a I regret the inconven ience my action may have caused you .
b The breakdown of figures ill ustrates the percentage growth in each
sedor of the hotel market
c We would appreciate payment of you r bill by retum.
d On w riting this report we have taken i nto consideration your reqUirem ents
for a site w ithin clo se proxim ity of a m etropol itan area.
e There has been a radical improvemen t in the standards of service in a
substantial number of hotels.
~ Lane I is London's ~famous I Sunday market; !land is held in I
M iddlesex Street, I .l..2.o..Q.Qn East, 1 I from.2 a.m. to 2. p.m. I and sells ~
and ~ goods. II ~ I is the old ~ market I in
Commercial Street, I London LllU. II This ~ market I is si tuated on
the.s.[k I of London's ~ fruit and vegetable market. lilt's near ~
Street underground station. li lt' s open I throughout the ~ I selling
~ of I craft goods II but the ~ I to Yi.s.i..t it I is ~ / w hen it's
~ to I Lo ndon's 2.!!ly. organic food market. II 93
 2 Compare with the tape and the tapescript (page 84).
14 Marketing the Past
~ Language Focus 1
a If you go by bus, it'll only take you a few minutes. Revision
b In the event of an accident. the alarm will sound. Speechwork
c If the lift doors refuse to open, please press the button. Everybody over this way. /1'11 tell you a little bit about what you're going to
d Students are allowed into the museum at reduced rates provided that they see / and then we'll head down to the boat ride. 1/ First of aliI I want to tell
have a valid students' card. you / that you aU look very beautiful / and handsome / in your white coats. //
e Children are permitted in the bar on (the) condition that they do not disturb You're very distinguished-looking. II
the other guests. OK. / The falls which are dosest to us here / - these are all the American Falls.
Cheques are not accepted unless they are accompanied by a cheque // The American Falls stand / one hundred and eighty-four feet high / and go
guarantee card. one thousand sixty feet across. // If you look at the end of the American Falls,
g If you become separated from the tour, please make your way to the coach / you'll see a small island right past them / and there's the little falls / that're
pick-up point. called the Bridal Veil Falls. II In the evening / they'll shine / two white lights
h If you have completed the registration form, I will give you the key. on it / and the water looks like a bride's veil / as it's going over. 1/
You can go to the Savoy for dinner as long as you are not wearing jeans. ~2 Compare with the tape.
a If you became the managing director of Forte hotels, what would you do?
If you were to become the managing director. Writing 1
b If I lost a guest on an excursion, I would ring the hotel.
Suggested answer'
If I were to lose a guest .'
c If you had a car, you could drive across Europe. Coach trip to Niagara Falls
d They would/could earn more money if they worked longer hours on Sunday April 14
e Sophia would tell day-trippers about the fun fair if she knew where it was. Escorted tour to American Falls with boat trip under the Bridal Veil Falls to
Listening 1 the Canadian Horseshoe Falls . lunch in Canada.
Places mentioned: Reichstag, Brandenburg Gate, Museum Island, Tiergarten, Dep. 9 a.m.
Victory Column, House of Culture. Congress Hall, Unter den linden, Opera Return 7 p.m.
House, Alexanderplatz US$50
He advises buying a 24-hour pass as it is cheaper. TIckets from Maggie in reception.
Writing 1
Check with your teacher.
Language Focus
a In Iron Age times large defensive earthworks, which are now beneath the
Developing the Topic castle, were built to protect against invaders.
b The Romans built two lighthouses, one of which still stands today in the
Listening 2 castle grounds.
a Five. c St Mary-in-Castra, which is in the castle grounds, is a Saxon church.
b At Victoria Station, Heathrow Airport. liverpool Street Station, Selfridges d The keep of Dover Castle, which was built in 1180, is one of the most
and Waterloo Station. imposing and impregnable fortresses in Europe.
e Three (English plus two others). e The underground tunnels, which were built in the thirteenth century,
d European were used as air-raid shelters during World War II .
e Communication skills, foreign languages, listening skills, interpersonal
a The group that was due to visit the port this afternoon has cancelled
skills, computer skills, knowledge of UK.
the trip.
Language Focus 2 b The port of Dover, which handles about 5 million travellers each year, is the
a absolutely; b reaily; c very busiest passenger port in Britain.
a really/exceptionally; b absolutely; c perfectly; d slightly; e terribly; c The huge outer harbour, which was built at the beginning of the twentieth
f exceptionally/really; g highly century, is now used in summer by windsurfers and dinghies.
d The custodians who work on the gate need more patience and tact than
Vocabulary 2 the others.
US UK
e Peter, whose job it is to run workshops for school children, enjoys his work
check room cloakroom
very much.
hatcheck girl cloakroom attendant
The building which stands on the white d iffs above the town is Dover
first balcony upper circle Castle.
mezzanine dress cirde
intermission interval Speaking
orchestra seats stalls Check this with your teacher
lobby foyer
Reading Developing the Topic
a - D; b - F; c - H; d-C; e-A; f-E Listening
Writing 2 a - 3; b - 5; c - 1; e - 6; f - 4; g - 2
Suggested answer: d corresponds to none of the speakers.
a - F (this is the place you meet grumpy visitors); b - T; c - T; d - T;
Dear Mr Howard e - F (it is something you can strap a wheelchair to); f - T;
Thank you for your enquiry. g - F (there is a sense of satisfaction)
We recommend first of all that you visit the Jorvik Viking Centre. Jorvik was the Vocabulary 1
Viking ,name for York and inlhe Centre you travel back a thousand years to see Romans Middle Ages 20th Century
not only what York was like but also the Viking treasures that were found in the toga monastery wireless
1973 archaeological dig. g~ ley knight radar
Then you could take you r son to OUf National Railway Museum where he can fort fort artillery
enjoy the trains and learn about British social history at the same time. archer castle cannon
No visit to York is complete without a visit to our Minster which is the largest amphitheatre cannon
medieval cathedral in Northern Europe. centurion archer
Then, if time permits, drop into the Yorkshire Museum where you can stroll in chain mail
the botanical gardens before visiting the museum which houses some of the cross-bow
finest Roman, Anglo-Saxon, Viking and medieval treasures. Or if you prefer you
might like to visit York Castle Museum which depicts everyday nineteenth-
century BrItish life.
At any time of the year York is a 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
94
 Key
~ 2 Discuss this with your teacher. Writing 1
~ Suggested answer:
Dear field
The Grande Canyon Hotel opened last month. We are 3 luxury business hotel
great hall set in a landscaped park on the outskirts of Zurich. The site gi\-es the
appearance of seclusion :md solitude but we Me ....ery close to the Zurich St
Gallen motorway interchange and a mere 25 km from the centre of Zurich.
W e are able to offer conference faci lities for both residential:md
non-residential conferences, ho ..... e \er large o r small your meeting might be .
bailey Each of our conference rooms i ~ fully equipped to the highest standard for
your comfort.
Should you require accommodation, all our pri\ate rooms are deluxe doubles,
permitting the busy business executi \e space to unwind in and relax after a
heavy day.
Writing 2 W e enclose our brochures and standard rates. As you can see our rates are .... ery
Suggested answer: competitive and we are always inlere~ led in di .scu~~i ng with ou r clients the ir
prec ise requirements .
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 Please do not hesitate to contact us for all yo ur conference requi rement~. No
reeds and grasses. E"en the dogs came in to eat what was thrown on the rCijuest is too small.
floor. At night everyone except for the Lord and his family slept in dormitories. You~ faithfully .
Children did not go to school as you do. Instead the Lord's sons were trained
Sales Assistant
to become knights. They learnt to ride and fight, while the girls learnt
needlework and how to run a house.
The castle was the centre of local life. The farmers would store thei r crops here Developing the Topic
against attack from other lords. when an army approached , the drawbridge Vocabulary
would be lowered and the castle would prepare for a siege. a - l; b - 4; c - 2; d - 3; e - 5.
a delegates; b auditorium; c sound-proofed; d acoustics; e closed-ci rcuit;
R eading
f syndicate; gaudio-visual; h exhibition
a They were uninteresting, badly organised, dirty and silent.
b They have become user-friendly, interactive and hands-on. Listening
c They are no longer the centres of conservation and research that they once
1 NI)rr:b~r of delegate!!
were. They are also becoming inaccessible to all but the well-off, and only
2 Type ofconferenu b03rd meeting
w hat is considered popular or can gain sponsorship is displayed.
53ies laun~h
Vocabulary 2 t.rainir:q session
b .3 Length of st.ay
Victorian: academic, m,
.Q.ir:ty., d.inu, .d.Y.!I, free, .ffiI.!..ili., real,.iile.nt,~, 4- Time ofytitr
subsidised, unattractive, ~, uninteresting, authentic, .oo!.d 5 Tr:ms port re'1uiremer: t~;
Modern-day: accessible, attractive, authentic, bright, commercial, eKciting, a ir cor.nect ior:s
hands-on, interactive, lively, realistic, user friendly , welcoming r8 :[ cor:necuor.s
The underlined words give a negative impression . roa.:J connect ions' pOlrkirrg faciNtie5
The italicised words a positive impression . 6 Nam6 of payttr
7 The CQ:1ferenu room layout:
Writing 3 informal 5tyie eqUipment: overhead projector
Suggested answer: with desks - Rip charts
lecture theatre style !!Iiae projector!!
Come II) K.,nt ....,]l Hal! in SufTolk :ond see a ~iJlt~.-nth.ant "ry "orling fartn in actioll.
Roo~type: 5yrrdicate room5
Only auth.,ntic <"<iuipm.,nl aml proceSSor. u .. U$ctl .
8 Rdrujhment:s in/outside conference room
WalCh th .. kit<hen . ulfprepar., th~ f,,<.><l ~$ it wu d<>ne in Eli:ulot"'th I's tim c:'.
9 Oinin9 r~(.'irement.s
Then enjoy thi s r"od from the farmhou!iC kitchen in the p ;u-lour. - sal_
- private dininq
Se ent.,ruineU in Iru., Eliu[..,tlun ra.h.ion],y authentic sixtc.'"t"nth.centufY suIT.
- publiC re5t.SllJrant - buffet 5ervice
!'U f.umIWlds llld ho u!'C still" drc.....,d ill puiod rosturn" . formal dinner
Op"ll dolily throughout Junc l nd July. finger buffet
EntrMlC<:: adul u (9 .00 dlildren (6 .00 f.uni.ly tickd HO !O Accommodation ViPs
delegates
15 Business Travel !Siql1t5Uing
"1"'''''
Revision pub visit
di5CoIcss i.'1o
Speechwork
a cereal; b aisle; c ate; d course; e crews; f fair; g principal; h steak
Note: a finger buffet means food that can be eaten with the fingers,
a We need to i m~ all our fruit and vegetables at this time of the year. e.g. sausages, vol-au-vents etc.
b The Imports were delivered to the warehouse on time.
c Most of our business clients are members of the fre.quent-flyer programme.
d It is inadvisable to fre~ that area of town after dark. Writing 2
e The flight to Capetown flies over the Sahara ~rt. ~ Suggested answer:
f ~ Don't desert me!" she cried, as the taxi sped away. r----------------.l-
m~t-
ru-'~h~
.-
m-.
fu-,~b--c
k~;n- ..
g-a-'-.-n~
~-'-
'-n'-'--------------,
g "Please transru my account to your New York branch." I . First find out how many delegates wi ll be altending.
h The !@m.ferwas made by phone. 2. Check on the type of conference required . For instance , will it be a board
mee ting, a sales launch or a training ses.~ i on?
Language Focus 3. Decide on the length oCthe conference.
a w ill; b should/could/might; c must; d won't; e could/might; f can't;
4. Decide on the time of year for the conference, as this can affect the activities
g could/might; h might; i should; j won' t and functions included.
a The price of business hotel accommodation will definitely rise. 5. Check delegates' transport requirements. If delegates are coming from our
b There is little likelihood of their holding the convention in Alaska. ove~a.s branches, then the venue needs to be reasonably close to an airport
c In all probability the y'll ask for a gala dinner on the last night. with good ra il and road connections. For delegates travelling from our d ifferent
d It's almost certain that the businesswomen will require rooms near to the lifts. national branches there will need to be good rail and road connections. There
e There's hardly any likelihood that they'll find a guest speaker at such short must also be ample parking for cars.
notice.!lt is hardly likely that they'll find a guest speaker at such short notice. 6. Check whether the company is paying for de legates oc not. If we are paying,
f There is no way we can provide a fu ll table d'h6te dinner at that price. check what we are paying for. Remember that we do not usuall y cover
g It's just possible we'll make a profit on our catering this week. delegates' bar or tele phone bills.
h There are bound to be 300 delegates at the convention. 7. Decide what size room or rooms will be requ ired and how these should be laid
out. Is an infonnal style of sealing required. are delegates going to sit at desks,
or is a lecture theatre style preferred?
8. List the equipment required, such ~ overhead projectors, flipchans and slide
projectors.
9. F ind out how m id-session refreshments should be served. W ill these be eaten
in the conference room or outside? 95
 10. Check the dining requjrement.~. e.g. public or private dining (i.e. ..... ill the d Hampton Court was built in the sixteenth century by Cardinal Wolsey who
delegates cal in the rcstaurant wilh other gue.<;l~ or will they eat in a private gave it to King Henry VIII as a present.
room?), e Rome, which is said to have been built by Romulus and Remus, is on the
11. Decide cmlchec k the different re-quircments fO( lunch and dinner. For lunch our banks of the River Tiber.
delegates are usually only gi\"cn forty-five minutes and SO " buffet is likely.
Sometimes this means 11 finger buffet rather than sandwiches Of a sit down meal.
15 Business Travel
b They can't possibly allow him to travel without a ticket.
In the c\'cning delegates have time for a more formal meaL Find out if :I gala
dinner is required on the last night.
Irs impoSSible for them to allow him to travel without a ticket
12. Check how many of the delegates will require residential accommodation, and c If we are lucky we may be able to arrange the meeting for tomorrow.
of these find out how many win be VIPs wi th better accommodation than th e There's a (slight) possibility we may be able to arrange the meeting for
ordin ary del egat es. tomorrow.
13. L3.Uly org::aniM: leisure activ ities: coach trips. pub visits, 0( sports for the: free d The maitre d'hOtel should hand the woman the bill.
aftemoons and;1 disco or trip to a casino for the e venings. There's a good/strong possibility that the maitre d'hotel will hand the
woman the bill.
Reading e I hardly think they'll want the large conference room with only six guests.
Box 1 - E; Boxl - A; Box3-D; Box4-C; Box 5-B There's little chance that they'll want the large conference room with only
a 75 per cent of women business travellers. six guests
b Security awareness of staff and room service late at night. The plane is bound to have landed by now .
c Hilton National and Sheraton ensure that staff are trained to take security The plane is sure to have landed by now.
precautions; Holiday Inn has developed Ten Absolute Standards aimed at
making women more welcome; Hyatt is providing more imaginative and
lighter room service menus and two tables in the bedroom; Forte Crest
have special Lady Crest rooms.
d The hotel restaurant
e She plans her campaign in advance, telling the maitre d'hOtel that she is
paying before her gue5ts arrive.
The captain's table and women-only hotels.
The article was called Rooms for improvement.

Review 3: Units 11- 15

Language Review
11 Hotel Facili ties

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

96