Inglés III

Manuales Docentes
Grado en Turismo
8
Susan Huntley Maycock
Pilar de Juan González
Inglés Turístico III
2011
Manuales Docentes Grado en Turismo
8 • Inglés Turístico III
© del texto:
Susan Huntley Maycock
Pilar de Juan González
© de la edición:
Vicerrectorado de Ordenación Académica
y Espacio Europeo de Educación Superior
UNIVERSIDAD DE LAS PALMAS DE GRAN CANARIA
Primera edición, 2011
Diseño y maquetación:
Servicio de Publicaciones y Difusión Científica
Impresión:
Servicio de Reprografía, Encuadernación y Autoedición
Impreso en España. Printed in Spain
Queda rigurosamente prohibida, sin la autorización escrita de los titulares del «Copyright», bajo las sanciones
establecidas por las leyes, la reproducción parcial o total de esta obra por cualquier medio o procedimiento,
comprendidos la reprografía y el tratamiento informático.
Índice
PRESENTACIÓN ..............................................................................................................................11
INTRODUCCIÓN DE LA ASIGNATURA ..........................................................................................13
UNIDAD DE APRENDIZAJE 1. THE INTERNAL STRUCTURE OF A HOTEL

AND THE FRONT OFFICE ..............................................................................................................17
PRESENTACIÓN ................................................................................................................................19
OBJETIVOS ........................................................................................................................................19
ESQUEMA DE LOS CONTENIDOS ....................................................................................................20
EXPOSICIÓN DE LOS CONTENIDOS ................................................................................................21
1. Internal organisation of a hotel ..............................................................................................24
1.1 Job titles and job responsibilities
1.2 Notices for different departments
2. Reception ....................................................................................................................................27
2.1. Lexis used in reception
2.2. Check-in and check out
2.3. To have something done
3. Housekeeping ............................................................................................................................32
3.1. Lexis of fittings and fixtures
4. Writing emails ............................................................................................................................38
4.1 Formal and informal language
4.1.1. Latin origin words
ACTIVITIES........................................................................................................................................48
BIBLIOGRAFÍA ..................................................................................................................................49
EJERCICIOS DE AUTOEVALUACIÓN ................................................................................................50
SOLUCIONES A LOS EJERCICIO DE AUTOEVALUACIÓN ..................................................................52
GLOSARIO DE TÉRMINOS ................................................................................................................53
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6 Susan Huntley Maycock y Pilar de Juan González
UNIDAD DE APRENDIZAJE 2. AIR TRAVEL ................................................................................57

PRESENTACIÓN ................................................................................................................................59
OBJETIVOS ........................................................................................................................................59
1. Flying in general ........................................................................................................................61
1.1 Lexis related to flying
1.2 Low cost airlines
1.3. Multi-part verbs
2. At the airport ..............................................................................................................................65
2.1. Airport announcements
2.2. Checking in
2.3. Sequence linkers
2.4. Departure procedure
3. In the air ......................................................................................................................................70
3.1. Duties of a flight attendant
3.1.1 Intonation when explaining procedure
3.2 Use of the future continuous
4. Customs regulations ..................................................................................................................72
5. Verb tense review ......................................................................................................................74
ACTIVIDADES....................................................................................................................................82
BIBLIOGRAFÍA ..................................................................................................................................83
EJERCICIOS DE AUTOEVALUACIÓN ................................................................................................84
SOLUCIONES A LOS EJERCICIO DE AUTOEVALUACIÓN ..................................................................86
GLOSARIO ........................................................................................................................................87
UNIDAD DE APRENDIZAJE 3. TOURIST INFORMATION AND GUIDED TOURS ....................91

PRESENTACIÓN ................................................................................................................................93
OBJETIVOS ........................................................................................................................................93
1. Tourist attractions ......................................................................................................................95
1.1 Leisure activities
1.2 Sports venues
2. Tourist information offices ......................................................................................................96
2.1. Making recommendations
Índice 7 I Í
2.2 Measurement and dimension
3. Conditional sentences ............................................................................................................103
4. Tourist leaflets ..........................................................................................................................106
5. Guided tours ............................................................................................................................110
5.1. Lexis related to tours
5.2. Guiding Language
5.2.1. Commentaries
5.2.2. Relative clauses
6. Passive voice for giving information ....................................................................................115
7. Descriptive adjectives ..............................................................................................................118
ACTIVIDADES ................................................................................................................................133
BIBLIOGRAFÍA ................................................................................................................................134
EJERCICIOS DE AUTOEVALUACIÓN ..............................................................................................136
SOLUCIONES A LOS EJERCICIO DE AUTOEVALUACIÓN................................................................138
GLOSARIO DE TÉRMINOS ..............................................................................................................139
UNIDAD DE APRENDIZAJE 4. CRUISING AND THE CANARY ISLANDS ..............................143

PRESENTACIÓN ..............................................................................................................................145
OBJETIVOS ......................................................................................................................................145
ESQUEMA DE LOS CONTENIDOS ..................................................................................................146
EXPOSICIÓN DE LOS CONTENIDOS ..............................................................................................147
1. Cruises ......................................................................................................................................147
1.1. Lexis related to ships
2. –ing forms ................................................................................................................................149
2.1. –ing or infinitive ..............................................................................................................150
3. On-board entertainment ........................................................................................................154
4. Giving instructions ..................................................................................................................156
5. Passive structures with following infinitive..........................................................................157
6. The Canary Islands ..................................................................................................................159
6.1. Lexis related to geographical features
6.2. Lexis related to historical facts
6.3. Forming adjectives from nouns and verbs
6.4. Articles and possessives
7. Degrees of certainty................................................................................................................161
ACTIVIDADES ................................................................................................................................174
BIBLIOGRAFÍA ................................................................................................................................175
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UNIDAD DE APRENDIZAJE 5. THE F & B DEPARTAMENT ..................................................183

PRESENTACIÓN ..............................................................................................................................185
OBJETIVOS ......................................................................................................................................185
1. The Food and Beverage Department ..................................................................................187
1.1. Staff duties
1.2 Restaurant language
1.3 Emails of complaint and apology
2. Meetings, events and celebrations ........................................................................................194
2.1. Different types of events
2.2. The business guest
2.2.1. Review of passive voice
3. Conferences ..............................................................................................................................198
3.1. Conference vocabulary
3.1.1 Equipment
3.1.2. Describing layout, shape, dimension and capacity
3.1.3. Emails of reply........................................................................................................205
ACTIVIDADES ................................................................................................................................212
BIBLIOGRAFÍA ................................................................................................................................213
UNIDAD DE APRENDIZAJE 6. NEGOTIATION AND PROMOTION ........................................223

PRESENTACIÓN ..............................................................................................................................225
OBJETIVOS ......................................................................................................................................225
1. Hotel contracting ....................................................................................................................227
1.1 Contact emails
1.2 Arranging a meeting
2. Negotoiating ............................................................................................................................231
Índice 9 I Í
2.1. Lexis used at meetings
2.2 Negotoiating a contract
2.3. Emails to confirm an agreement
3. Email and web addresses ........................................................................................................235
3.1 How to read them
4. Advertising and publicity ........................................................................................................237
4.1 The language of advertising
4.1.1. Writing a promotional text
5. Confusing grammatical points ..............................................................................................240
5.1. Word order
5.2. When to use as, like, as if
5.3. Used to, be used to, usually do
6. Revising grammar ....................................................................................................................246
ACTIVIDADES ................................................................................................................................253
BIBLIOGRAFÍA ................................................................................................................................254
Presentación
Hace mil años se fundaron las primeras universidades en Europa y algunas de ellas aún
perduran, demostrando su capacidad de pervivencia y adaptación a lo largo del tiempo. La
Universidad de Las Palmas de Gran Canaria, sin embargo, no es una institución de enseñanza
superior que hunda sus raíces en el Medievo. Desde su creación en 1989, la ULPGC se ha
convertido en una universidad pública consolidada, en cuyas aulas se pueden estudiar todas
las grandes áreas del saber, como muestra la amplia oferta académica de títulos de grado, pos-
grado y doctorado.
La relativa juventud de la Universidad de Las Palmas de Gran Canaria le ha permitido
avanzar con paso decidido en la implantación de las Tecnologías de la Información y la Comu-
nicación (TIC). Mientras otras universidades españolas con mayor tradición aún no han hecho
más que tímidos avances en la incoporación de las TIC como apoyo a la enseñanza presencial,
nuestra Universidad, desde hace ya varios años, no sólo ha apostado por su utilización, sino
que incluso, ha sabido aprovechar estos progresos tecnológicos para ofertar algunas enseñanzas
en modo no presencial.
El resultado es ya bien conocido por los cientos de estudiantes, tanto nacionales como
extranjeros, que están cursando algunas de las titulaciones oficiales que la Universidad de Las
Palmas de Gran Canaria oferta a través de su Estructura de Teleformación. En la actualidad,
la ULPGC oferta titulaciones oficiales en la modalidad no presencial, que han permitido acercar
nuestra Universidad a aquellos estudiantes que, por razones geográficas o por falta de dispo-
nibilidad horaria, no pueden acercarse de forma presencial a nuestras aulas. Paralelamente, se
ha ido incrementando la oferta de estudios de posgrado y los títulos propios, también en la
modalidad de ense- ñanza no presencial.
A pesar de los avances tecnológicos en el acceso a la información por parte de los estu-
diantes, somos conscientes de que los manuales y las guías docentes constituyen una pieza
clave en el sistema de enseñanza universitaria no presencial. Nuestra Universidad ha sabido
apostar por la edición de estos materiales didácticos, realizados por los expertos universitarios
que imparten estas materias en el Campus Virtual de la ULPGC. No quiero dejar pasar la
oportunidad para agradecer a sus autores la profesionalidad y el empeño que han puesto en
la realización de estas obras.
Nadie puede asegurar cuántas de las universidades actuales pervivirán, no ya dentro de mil
años, sino siquiera dentro de unas decenas de años. Pero no me cabe la menor duda de que,
en el inmediato futuro que nos aguarda, aquellas instituciones universitarias que no sepan
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12 Presentación
rentabilizar la utilización de las Tecnologías de la Información y la Comunicación, pueden

comprometer seriamente su desarrollo inmediato. En este sentido, desde la Universidad de
Las Palmas de Gran Canaria, podemos sentirnos satisfechos por el trabajo realizado hasta la
fecha, aunque somos conscientes de que el camino por recorrer en los próximos años es pro-
metedor.
José Regidor García

RECTOR
Introducción de la asignatura
PRESENTACIÓN
La asignatura de Inglés Turístico III es obligatoria y se imparte en el primer semestre del

segundo curso del Grado en Turismo.
Al igual que Inglés Turístico I e Inglés Turístico II, esta asignatura se encuadra en lo que
se denomina Inglés para Fines Específicos, en concreto, en Inglés para el Turismo. Por ello,
en cada unidad se presenta un tema del mundo turístico con diversas situaciones. De este
tema depende el vocabulario, las expresiones, las estructuras gramaticales e incluso la práctica
de la pronunciación. Se presta una atención especial a la necesidad de poder desenvolverse
tanto de forma oral como escrita en el campo profesional de las empresas relacionadas con
el turismo.
Inglés Turístico III es continuación de Inglés Turístico II. La concepción de esta asignatura
se basa en la consolidación y ampliación de las competencias adquiridas en los cursos anteriores.
El énfasis recae en la práctica: la comprensión y expresión de forma correcta y fluida
dentro del marco comunicativo, usando las estructuras lingüísticas correctas de forma que
los estudiantes puedan desenvolverse en situaciones concretas reales similares a las tratadas
en las unidades.
Se hace hincapié en la ampliación de la competencia terminológica con especial atención
a temas específicos del ámbito turístico, como p. ej.:
• Los hoteles, organización interna de los hoteles
• El transporte aéreo, los aeropuertos
• La información turística y los recorridos con guía
• Los cruceros y las Islas Canarias
• Gestión de alimentos y bebidas, restaurantes y eventos
• Las negociaciones con los turoperadores y la publicidad
El presente manual está dividido en 6 unidades de aprendizaje. Incluye los contenidos

temáticos, textuales y léxicos de la asignatura, así como el repaso de ciertas estructuras grama-
ticales de la lengua inglesa y pretende servir al estudiante de guía para el desarrollo teórico-
práctico de las clases. Además, en cada unidad didáctica, el estudiante encuentra una serie de
ejercicios, que corresponden a los temas tratados en dicha unidad.
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Cada unidad del manual cuenta con el soporte de CD- audio (²). Al final de cada unidad
de aprendizaje hay un glosario con las palabras que los alumnos puedan desconocer y su tra-
ducción al español.
Con respecto a los contenidos de la asignatura contemplamos algunos temas relevantes
en la gestión hotelera y en el mundo de ocio y recreación turística como: la organización in-
terna de hoteles, los departamentos de Front Office (Recepción y el Departamento de Pisos),
los aeropuertos y los viajes en avión, los cruceros y las actividades de animación, las Islas Ca-
narias, el departamento de Alimentos y Bebidas y los hoteles como lugares de celebración de
eventos, la promoción de empresas hoteleras y la negociación con los turoperadores. En lo
que a la estructuración de los temas se refiere, cada uno de ellos incluye textos explicativos/in-
formativos y vocabulario, terminología específica, giros idiomáticos, diálogos etc., así como
ejercicios encaminados al desarrollo de todas las destrezas comunicativas. La tipología de las
tareas es bastante variada.
OBJETIVOS DE LA ASIGNATURA
En el marco didáctico descrito en el apartado anterior, el desarrollo de los contenidos te-

óricos y prácticos que estructuran la presente asignatura persigue en el alumno los siguientes
objetivos formativos:
Objetivos fundamentales
• Desenvolverse en inglés en todo tipo de situaciones relacionadas con el mundo del tu-
rismo, tanto por escrito como oralmente.
• Usar correctamente las estructuras gramaticales del inglés a nivel B2.
• Saber hacer uso del vocabulario y expresiones específicas de determinados sectores del
turismo.
• Conocer los hechos culturales específicos ingleses y su repercusión en el uso de la lengua.
• Comunicarse correctamente en inglés en cualquier situación del ámbito turístico.
• Comprender y redactar correspondencia y otros tipos de documentos relacionados con
el sector turístico.
Objetivos complementarios
• Familiarizarse con los diferentes departamentos del hotel y saber desenvolverse en inglés
en las tareas de la recepción y del departamento de pisos.
• Saber escribir correos electrónicos con un estilo formal.
• Lograr desenvolverse correctamente en inglés en las situaciones propias del aeropuerto
y dentro de un avión: facturación, avisos, atención a los pasajeros, aduana, etc.
• Saber dar información acerca de lugares de interés turístico y de actividades deportivas
y de ocio.
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Introducción de la asignatura 15 A
• Ser capaz de recomendar y sugerir.
• Dominar el vocabulario y las construcciones gramaticales necesarias para poder escribir
un folleto turístico.
• Lograr soltura en la descripción de itinerarios, de lugares turísticos y de objetos en mu-
seos.
• Saber dar los comentarios en un recorrido con guía.
• Saber responder a preguntas acerca de cruceros.
• Dominar el vocabulario necesario para ofrecer información relevante acerca de las Islas
Canarias.
• Ser capaz de comunicarse en inglés en las tareas relacionadas con el Departamento de
Alimentos y Bebidas y con la organización de eventos.
• Conocer los términos específicos y expresiones necesarias para la negociación con los
turoperadores.
• Saber escribir textos promocionales turísticos utilizando un lenguaje apropiado.
ESQUEMA DE LA ASIGNATURA
Inglés Turístico III
Hotels Air travel Tourist Cruising and F&B Negotiation

information the Canary Department and
Internal Low cost airlines and guided Islands promotion
structure Announcements tours Organisation
Reception Check- in Cruise ships The restaurant Hotel
Housekeeping Departures Attractions Onboard Events contracting
Types of hotel Cabin crew Sport and entertainment The business Arranging
Emails procedure leisure activities Activities guest meetings
Customs TICs Instructions Conferences Negotiating
Tourist leaflets Geography Confirming
Guided and history agreements
commentaries Advertising
and publicity
Competencia lingüística Competencias funcionales Competencia terminológica
- Comprensión auditiva Describir tareas y realizar funciones del per- Terminología específica de ho-
- Expresión oral sonal del hotel, aeropuerto, aviones, cruce- teles, aeropuertos, centros de
- Interacción oral ros, guías turísticos. información turística, recorri-
- Comprensión lectora Redactar avisos, correos electrónicos, folle- dos con guía, cruceros, las Islas
- Expresión escrita tos turísticos y documentos publicitarios Canarias, el Departamento de
- Interacción escrita Negociar contratos Alimentos y Bebidas, eventos,
- Comprensión audiovisual Realizar el check-in y checkout negociaciones, publicidad.
The internal structure of a hotel
and the front office
1 Unidad
de Aprendizaje
PRESENTACIÓN
Esta primera unidad de aprendizaje se centra en la organización interna del hotel: su divi-
sión en departamentos y las labores realizadas por algunos de sus miembros. Se centra en las
tareas relacionadas con el Front Office, es decir, en la recepción y el departamento de pisos. En
cada uno de ellos se estudia el personal que lo conforma, sus funciones y vocabulario referente
a ellos. Además, se repasan dos estructuras gramaticales muy frecuentes en el ámbito del Front
Office: ‘to have something done’ y ‘to get someone to do something’. Una de las formas de
comunicación más utilizadas por el personal del hotel es el correo electrónico, al que se le de-
dica un apartado de esta unidad de aprendizaje y se hace hincapié en los diferentes estilos o
registros.
OBJETIVOS
• to deepen knowledge of the internal organisation of hotels, the different departments

and the day-to-day running of the hotel.
• to obtain vocabulary related to the duties performed by hotel staff.
• to familiarise students with the activities carried out in the reception and housekeeping
departments.
• to gain further practice in checking guests in and out.
• to acquire lexis related to housekeeping (staff, roles, furniture, fittings, fixtures, etc.).
• to look at the use of English in hotel notices.
• to learn to differentiate between formal and informal writing styles.
• to get practice in changing from an informal to a formal style and viceversa.
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ESQUEMA DE LOS CONTENIDOS
Focus on language
Structures used in notices
To have something done (review)
To get someone to do something (review)
Formal / informal writing styles
Lexis
Hotel departments
Hotel staff
Staff duties
Semantic field of “to manage”
Latin origin words
Functions and specific skills

Describing the internal organisation of a hotel
Describing staff duties
Writing notices
Writing formal emails
Differentiating between formal and informal language
Lexis
Hotel departments
Hotel staff
Functions and specific skills
Staff duties
Describing the internal organisation
“to manage” of a hotel
Latin origin words Describing staff duties
Differentiating between formal and
informal language
Focus on language Writing formal e-mails
Formal / informal writing styles Writing notices
Notices
To have something done
To get someone to do something
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The internal structure of a hotel and the front office 21 1
EXPOSICIÓN DE LOS CONTENIDOS
1. Read the following text on different types of hotel and answer the questions below.
A hotel is an establishment that provides paid accommodation on a short-term basis. In

times past, it consisted only of rooms with a bed, a cupboard, a small table and a washstand
but it has gradually evolved to providing rooms with modern facilities, including en-suite
bathrooms and air-conditioning or climate control.
According to the Guinness Book of Records, the world’s oldest hotel still in operation is
the Houshi Ryokan in Awazu, Japan. It first opened for business in the year 717AD, based
mainly on the attraction of its hot springs. None of
the original building has survived but it is still a family
run hotel providing a welcome that is not usually found
in the Ryokan, the traditional upmarket Japanese hotels,
which are often run on strict rules and timetables. Here
the guest’s wishes come first and nothing is too much
trouble. Internally the rooms are like stepping back in
time and the visitors’ book goes back almost 1300
years.
Nowadays the cost and quality of hotels are usually
indicative of the range and type of services available. Due to the enormous increase in tourism
worldwide during the last decades of the 20th century, standards, especially those of smaller
establishments, have improved considerably and rating systems have been introduced, with
the one to five star classification being most common.
Many hotels can be considered destinations in themselves
and provide not only accommodation but an experience as well.
The following are just some of the unusual hotels that exist all
over the world.
Boutique hotels differentiate themselves from larger chain
or branded hotels by providing an exceptional and personalized
level of accommodation, services and facilities. They are usually
furnished in a theme, with great attention to design and are
considerably smaller than a mainstream hotel (generally ranging
from 3 to 100 guest rooms).
Ice hotels are built out of ice and snow each winter and melt every spring. The Ice Hotel
in Jukkasjärvi, Sweden, the world’s first ice hotel, was opened in 1990.
When the temperature drops and it starts to snow, usually in mid-November, the building
process begins. The entire hotel is made out of snow and ice blocks taken from the Torne River.
The snow is sprayed on huge steel forms and allowed to freeze. After a couple of days, the forms
are removed, leaving a maze of free-standing corridors of snow. Dividing walls are built in order
to create rooms and suites. Ice blocks are transported into the hotel where selected artists
start creating the art and design of the perishable material, which is different every year.
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When completed, the hotel features a bar, church,

main hall, reception area and rooms and suites for over
100 guests to sit and sleep on blocks of sculpted ice in
the form of chairs and beds. The Icehotel in Jukkasjärvi
is known to be the biggest hotel of ice and snow in the
world, spanning over some 6,000 m². When spring comes,
everything melts away and returns to the Torne River.
Also in Sweden there is the Utter Inn, a floating,
underwater hotel, where you sleep in an underwater aquarium. The single room of the hotel lies
3m below the surface of Lake Mälaren in Västerås, and contains only twin beds and a table.
Some hotels, such as the Costa Rica Tree House in the
Gandoca-Manzanillo Wildlife Refuge, Costa Rica, or
Treetops Hotel in Aberdare National Park, Kenya, are
built with living trees as structural elements, making them
Tree House Hotels.
The Reserva Amazó-
nica in south-east Peru,
entirely built in wood,
consists of a series of cabins and there is a Canopy Tree
House which you can stay in for an extra cost and have your
meals served to you high above the rain forest.
Cave hotels
The Desert Cave Hotel in Coober Pedy, South Australia and the Cuevas Pedro Antonio
de Alarcón in Guadix, Spain, as well as several hotels in Cappadocia, Turkey, are notable for
being built into natural cave formations, some with rooms underground.
In accordance with this idea, an architectural firm has designed an eco resort built into
the sandstone cliffs of Jordan’s Wadi Rum desert, an hour and a half from the famous city
of Petra. Many of the guest spaces will be cut from natural spaces in the sandstone cliff and
walled with glass. Because temperatures inside the rock are much cooler, this will mean there
is less need for traditional energy-sucking cooling and ventilation.
Capsule hotels, primarily concentrated in Japan, have a large number of extremely small
“rooms” (capsules) intended to provide cheap and basic overnight accommodation for guests
not requiring the services offered by more conventional
hotels. The guest space is reduced in size to a modular
plastic or fibreglass block roughly 2 m by 1 m by 1.25
m, providing room to sleep. In the capsule unit, all the
required amenities are provided; TV, radio, alarm clock,
adjustable lighting, all of which are within reach and
can be controlled in a sleeping position. The capsules
are placed side by side with two units top to bottom
and steps providing access to the second level rooms. Luggage is stored in a locker. Privacy
is ensured by a curtain or a fibreglass door at the open end of the capsule. Washrooms are
I
communal and some hotels include restaurants (or at least vending machines), pools, and
other entertainment facilities.
Originally intended for the numerous business people who work hard until after midnight
and miss their train, and for people coming to Tokyo on a short business trip, they are now
used by a wide range of people.
Everybody that travels to Japan should experience this unique accommodation at least
once! It’s one of the most unique accommodations in the world.
Sources: http://www.guardian.co.uk/travel/2008/sep/07/hotels.tokyo;
http://en.wikipedia.org/wiki/Hotel
http://en.wikipedia.org/wiki/Icehotel_%28Jukkasj%C3%A4rvi%29
http://www.bbc.com/travel/blog/20110504-the-futurist-a-hotel-carved-in-rock)
http://www.inkaterra.com/reserva-amazonica
1. How have hotels changed over time?

2. Why did the Houshi Ryokan first open?
3. In what way is the Houshi different to other Ryokans?
4. What is the reason for the improvement in hotel standards?
5. What is the idea behind some new hotels?
6. How is a boutique hotel different from a standard one?
7. Why do ice hotels have a different design every year?
8. What is one of the main advantages of the new hotel in Jordan?
9. What kind of people find the capsule hotels ideal?
10. Do you think the new hotel in the Wadi Rum desert is respectful of the environment?
11. Do you know of any other unusual hotels?
12. Which of the unusual hotels would you like to stay at?
2. Find words or expressions in the text which mean the following.
a) thermal waters
b) managed
c) classy, of superior quality
d) selection, variety
e) classification
f) group
g) traditional
h) labyrinth
i) offer
j) small compartment for clothes and valuables
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HOTEL DEPARTMENTS
3. Listen to the following interview. The interviewer is talking to the personal assistant
or PA of a four star hotel. The first time you listen fill in the chart of the internal structure
of the hotel where she works. The second time, answer the questions that follow.
(track 2)
1. What do the differences in hotel structure depend on?

2. How many departments have to answer directly to the GM?
3. Who is responsible for buying the merchandise the hotel departments need?
4. What is the job of the Head Waiter?
5. What is a Commercial Department in some other hotels?
6. Which departments ask guests if they are happy with what the hotel offers?
7. What are reward schemes?
8. Why is it important to have a good website?
9. What is cold calling?
10. Which department is really the centre of the hotel?
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4. If a hotel is to work well, many different jobs have to be carried out by a series of
employees in different departments. Here are some of them.
Match the job titles on the left with their descriptions on the right.
Chambermaid takes orders, brings and serves food

Sommelier opens doors calls taxis
Bellboy makes up menus, supervises and trains kitchen staff
Chef de partie shows guests to rooms
Plongeur supervises waiters, welcomes customers
Barman is in charge of stock for the different departments
Maitre d’hotel serves drinks in hotel lounges and bars
Concierge cleans rooms, makes beds
Commis waiter cooks food and is an apprentice
Waiter books tours, theatres and special attractions
Housekeeper is in charge of one section of the kitchen
Head Chef recommends wines, takes orders for drinks
Storeman washes dishes in the kitchen
Commis chef clears tables, brings food
Doorman supervives cleaning of rooms
Don’t forget that after a preposition the verb goes in –ing form, e.g. the chambermaid
is responsible for cleaning the rooms.
Lexis SEMANTIC FIELD OF “TO MANAGE”
5. Here is a list of verbs and expressions frequently used when describing somebody’s
duties or responsibilities. Use them to complete the following sentences. More than
one may be correct.
responsible for to run

in charge of to manage
to report to to have to
to supervise to be answerable to
to deal with to look after
1. The general manager ______________ the whole hotel.

2. The assistant manager _______________ the general manager.
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3. In some hotels the front desk manager is also _______________ the porters and the
bellboys.
4. The head housekeeper _______________ the cleaning of the hotel.
5. The head receptionist _______________ a group of receptionists.
6. The chambermaids _______________ the housekeeper.
7. The receptionists _______________ the guests.
8. The general manager is _______________ ensuring the hotel makes a profit.
9. The receptionists _______________ make sure they liaise with Housekeeping.
Focus on language WRITING NOTICES
All over a hotel we find notices and signs. They usually follow the same structures, such as:
No + -ing: No diving.
Please + imperative: Please make your reservation at the check-in desk.
Please do not throw any objects or chemicals down the WC.
Please be aware that…:
Please be aware that you cannot change the channel or stop the film whilst it is
playing.
Passive + infinitive or that structure:
Guests are reminded to vacate their room by noon.
Guests are not allowed to smoke in the restaurant.
Clients are forbidden to use the swimming pool after 10 p.m.
Guests are reminded that the Napoli pool is for adults only.
Passive with must: Valuables must be kept in the safe.
The form must be signed.
Future passive: Cards for towels will be handed out at check-in.
Your clothes will be returned within 24 hours.
Be responsible for: The hotel is not responsible for the garments hung on the balconies.
Guests will be responsible for the articles provided for their use such as beach
towels and remote controls.
It is not allowed to…: It is not allowed to reserve sun beds with towels or other garments.
It is not allowed to enter the restaurant in swimwear, barefoot or without wearing
a shirt.
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6. One of the words in the following notices is wrong. Replace it with the right word
from the box.
risk noise requested use ensure worn wait

disturb service change allowed forbidden vacate
On the door handle of the room:

a. Please do not molest.
b. Please make my room.
In the car park:
c. Vehicles left at owners’ danger.
On the reception desk:
d. Please depart your room by 12 noon.
In the corridors:
e. Please don’t make any scandal in the corridor after 10:00 p.m.
At the door of the restaurant:
f. Please stop to be seated.
On the bedside table:
g. The management and staff are here to sure that you have a pleasant stay. Please call
reception if you have any further requirements.
In the bathroom:
h. We do not want to strain our environment by using too many detergents. Therefore
we ask you to support us:
– ‘Towels on the floor’ means: “Please pick”
– ‘Towels on the rail’ means: “I’ll dry them again”
In the swimming pool area:
i. Guests are forbidden to shower before bathing.
j. Guests are allowed to bring glass bottles into the pool area as it can be dangerous.
In the sauna and gym:
k. Guests under 18 are not requested in the sauna.
l. Trainers and appropriate sportswear must be taken in the gym.
RECEPTION
The reception of the hotel is found in the foyer (British English) or lobby (American Eng-
lish). It is the contact point between the guests and all the services the hotel offers. A recep-
tionist not only makes bookings and checks guests in and out, but also deals with complaints,
answers guests’ questions and meets their requests.
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A Working Day in Reception
7. Complete the following text with the correct form of one of the verbs provided or
any other word or expression in the box.
advance voucher sales outlet reservation allocate

cancellation add credit card number pigeon hole
provisional chance confirm settle no-show
vacant block occupy registration card occupancy
regular accounts update deliver allocate arrivals list
In order to be successful, a hotel must try to maximise room _______________ .

Clients usually make a ______________ either by phone, fax or the Internet. If they are
not 100% sure about it, they can make a _______________ booking, which will later become
a _______________ booking when they know they are definitely interested and are sure
about the dates they would like or need to stay at the hotel. They will then be asked for a
_______________ as security or to pay a percentage of the rate. This is to avoid a last minute
_____________ . A client who books and then does not turn up is called a _____________ .
Sometimes hotels manage to fill _______________ rooms with _______________ bookings
and walk-ins.
Rooms are often _______________ in ________________ especially if the client is a
_______________ guest. Otherwise they are _______________ when the guest arrives at
the hotel. The rooming list reflects which rooms are _______________, which are vacant
and which are _______________ and the _______________ shows the names of the guests
expected on that day. When guests arrive they are asked to fill in a _______________ and
sign it.
When they check out, they must _______________ their bill. The services the guest uses
during his/her stay have to be ______________ to the bill. In this case the ______________
must issue a signed _______________ and send it to the _______________ department.
If a message is received for a guest who is out, it is placed in the appropriate ___________
at reception and _______________ to the guest as soon as he/she comes back.
Every day, receptionists have to _____________ the room status with accurate informa-
tion about the guests and the rooms.
8. Listen to a dialogue between a receptionist and a resort representative who is check-

ing in a group of tourists and answer the questions below. (track 3)
1. Was the flight on time?

2. What problem was there at the airport?
3. What action was taken?
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4. Why does the rep have all the passports when they get to the hotel?
5. What problem is there with the family of four?
6. Why does the rep think it can be sorted out?
7. Are the rooms available?
8. Will the receptionist see to the problem the next day?
9. What does the rep say about the luggage?
10. What is the hall porter going to do?
9. Fill in the gaps in this checkout dialogue. All the gaps must be filled in. Some of
them may need more than one word.
Guest: We’d like to check out, please.

Receptionist: Of course. Can you _______________ me your room number, please.
Guest: 399.
Receptionist: Fine. Have ______________ anything from the mini bar since yesterday?
Guest: Er... Yes, two beers and a small bottle of orange.
Receptionist: Thank you very much. I’ll just ______________ out your bill. It won’t
_______________ a moment.
Guest: OK.
Receptionist: _______________ you are, sir. If you’d _______________ like to check
it. It ______________ to 630 euros plus tax, which ______________ a total of 658 euros.
Guest: Could you _____________ it to me, please. What’s this_______________ ?
Receptionist: That’s forty euros for the concert tickets.
Guest: Oh yes, I forgot.
Receptionist: Three nights’ _______________ at a _______________ of 150 euros per
night, the airport pick-up, four phone_______________, the concert tickets and the
_______________ from the mini bar.
Guest: That’s fine. Here’s my card. May I have a copy of the bill?
Receptionist: Yes, of course. If you could _____________ the credit slip?
Guest: Of course.
Receptionist: Fine. Here’s your ______________ . I’ll _______________ it to the copy
of the bill.
_______________ a good journey!
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Focus on language TO HAVE SOMETHING DONE

TO GET SOMEONE TO DO SOMETHING
If you work in the reception of a hotel, one of

your jobs is to help guests with any problems they
have. You will be able to deal with some of them
yourself but in many cases you will have to resort
to another employee of the hotel to solve the
problem. There are two very useful constructions
that can be used to do this:
To have something done
To get someone to do something
Below is a review of these two constructions which we looked at in Inglés II, module 4.
These two forms are used to refer to actions that are carried out by someone who is not
the subject of the sentence.
I’ll have the lamp replaced.
I’ll get maintenance to replace the lamp.
Both sentences mean that the receptionist will contact the maintenance department and
they will replace the lamp.
Have something done
The structure is:

Subject + have / get (in the appropriate tense) + object + past participle
We can use different tenses with this form, even the perfect or the continuous (have had,
are having).
Examples:
have + object + past participle
The guest is having his suit cleaned.
He had a newspaper delivered to his room.
They will have the hotel refurbished next winter.
I have had my hair done this morning.
We have the rooms painted every two years.
You should have your back massaged at the spa.
In negative and question forms in simple tenses, we use the auxiliary do.
Did you have the dinner put on your account?
I don’t have my trips booked by my secretary. I prefer to do it myself.
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Get someone to do something
This form is used when we want to name the person who carries out the action.
He got the bellboy to carry his bag.
The structure is:

Subject + get (in the right tense) + indirect object + to-infinitive
Person who carries Action

out the action
I’ll get the chambermaid to bring you a pillowcase.

She got the maintenance man to change the bulb.
Why don’t you get the tour rep to contact the London office?
10. Complete the sentences using the correct form of have something done or get someone to
do something. You may need to add some other words.
1. Would you like ________________ (newspaper/deliver) every morning, sir?

2. The owners of the Atlantic Hotel _________________ (an extension/build) and they
hope it will be finished by next season.
3. The housekeeper must ___________________ (the chambermaids/ change / sheets).
4. Where ___________________ (your hair/do)? It always looks very nice.
5. When I booked in at the Melia Hotel yesterday, I ______________ (the receptionist/
give/ same room) as I had last year.
11. Some guests at a hotel are having problems. Match each problem with a suitable
response.
Problems
1. The room is too hot.
2. I can’t open the terrace door, it’s stuck.
3. The waste paper basket in my room is full.
4. The bed hasn’t been made.
5. There are no blankets on the bed and it’s cold.
6. The remote for the TV doesn’t work.
7. I left my key card in the room and my husband has gone to the beach with the other
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one. I need to get something from the room.

8. The rail on the balcony seems a bit loose. It could be dangerous for the children.
9. There is only one bath towel in the bathroom and there are three of us.
10. I left my dry-cleaning at the door this morning and it still hasn’t been collected.
Responses
a. I’ll get the chambermaid to empty it.

b. I’ll see to it right now. I’ll get the bellboy to bring you another one.
c. I´ll get someone to open it.
d. I’ll have the heating turned down.
e. Don’t worry. I’ll sort it out. I’ll get the valet to go and fetch it.
f. I’ll get the bellboy to go with you to the room and open the door.
g. I´ll get maintenance to check it.
h. I’m terribly sorry. I’ll get the chambermaid to make it straight away.
i. I’ll have some sent to your room immediately.
j. I’ll have some more sent to your room right away.
Don’t forget that after these two constructions we often use expressions like ‘straight
away’, ‘immediately’, ‘right away’, ‘as soon as possible’ to emphasise there will be a quick
solution.
12. Some of the following sentences contain certain grammatical errors. Correct the
mistakes.
a. I’ll have a newspaper deliver to your room right now.

b. I’ll call maintenance and have it checked.
c. I’ll get the waiter taken your order at once.
d. I’ll see to it immediately.
e. I’ll sort it out.
f. I’ll get room service bringing it up.
g. I’ll have the tap fix.
HOUSEKEEPING
The housekeeping department is responsible for all the guestrooms within a hotel on a
daily basis. The staff need to make sure that rooms are clean, tidy and welcoming by servicing
them to a certain standard to ensure customer satisfaction.
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Housekeeping is one of the most important departments, as it has one of the highest number
of staffing hours to cover. Depending on the size of the hotel, the department may employ
the following staff: a head or senior housekeeper, assistant housekeepers, room attendants or
chambermaids, cleaners, house porters, valets, and laundry and linen keepers.
A chambermaid normally has to clean 12-15 rooms but this will depend on whether the
rooms are check-outs or stay-overs and on the category of the hotel and the type of customer.
The housekeeping department must be in constant contact with the reception to know which
rooms are checking out, which are staying over, and which are blocked off, and housekeeping
in turn must inform reception as to which rooms are clean or which rooms need some kind
of maintenance etc.
The three main roles carried out by this
department are:
• Room servicing
• Laundry/linen control
• Maintaining public areas
Room servicing
In most hotels there will be a set routine
for room servicing. This will depend on the
type of hotel, the size of rooms, type of furniture, décor and the facilities.
The main tasks involved are:
• Bed making
• Dusting, sweeping and mopping the floor, vacuuming etc.
• Cleaning the bathroom
Laundry/linen control
Depending on the type and size of the hotel, different laundry systems are in place. Some
establishments have a contract with an outside linen company, who are outsourced to clean
all the linen from the hotel. However, in some hotels there is a linen room on site where fresh
linen is stored and distributed to the housekeeping staff servicing rooms.
Public areas
It is vital that public areas (e.g. public toilets, corridors, the foyer) are kept clean because
they will be the first places that the guest sees when he/she arrives.
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13. Look at the photo below and write the names of the fixtures and items.
1. ............................................................ 10. …………………………………………

2. ............................................................ 11. ………………………………………...
3. ............................................................ 12. …………………………………………
4. ............................................................ 13. …………………………………………
5. ............................................................ 14. …………………………………………
6. ............................................................ 15. …………………………………………
7. ............................................................ 16. …………………………………………
8. ............................................................ 17. …………………………………………
9. ............................................................ 18. …………………………………………
14. Use some of the words in the exercise above to complete these sentences. The
words may only be used once.
a) Don’t touch the _______________ or you will leave fingerprints.

b) ______________ are replenished each morning.
c) There should be at least one spare roll of _______________ .
d) The _______________ ______________, _______________, _______________
and _______________ are cleaned with disinfectant and a cloth.
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e) The ______________ on the wash basin is dripping.
f) Among the toiletries provided, there’s a _______________ the guests can use when
having a shower.
g) If there isn’t a _______________ , you can’t have a bath because the water will go
away.
h) It’s essential to have a _______________ in the bathroom so that guests can connect
electrical devices, such as shavers.
i) We couldn’t have a shower because the _______________ _______________ was
blocked.
j) Remember to press the _______________ to turn the light off when you come out
of the bathroom.
k) Chambermaids will empty the _______________ every day.
l) The _______________ ______________ is used to avoid slipping on the floor when
your feet are wet.
m) This hotel is not in a satisfactory condition. The _______________ ______________,
for example, is cracked.
15. Complete the following crossword puzzle. Remember that if there are two words there
is a space in the middle.
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16. Complete the following sentences according to what you see in the photos. There
should be ONE word in each space.
1. The beds haven’t ___________ ___________ .

The beds are ___________ .
2. The mini bar has ___________ ___________ .
3. You need to put your ___________ into the

___________ if you want to open it.
4. There’re only two ___________ on the

____________ ___________ .
5. There’s a lamp on the ___________ ___________ .

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6. The towels haven’t ___________ ___________ .
7. The __________ __________ __________ hasn’t

___________ __________.
8. There are only six___________ in the __________.
9. The bed has __________ __________ __________.

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10. There is one spare ___________ and one spare

______________ in the ________ .
11. There’s no ___________ on the pillow.
Focus on language WRITING EMAILS
The email is one of the main means of communication today. It is used not only by friends
and relatives, but it constitutes a very powerful tool in business relations. Communication between
companies and clients, between departments of a company, between companies, etc. is more
and more frequently established through emails. In the hotel, the email is used by clients to
request information, make bookings, make complaints etc. and the receptionist writes emails
to reply to all of them. There are three basic writing styles, although, in practice, they often
overlap:
• Formal. It corresponds to the style of an old-fashioned letter. The language is impersonal,
there are no contractions, and long words and fixed expressions are quite common.
This style is only used for very serious matters, such as replying to complaints.
• Neutral / Standard. It is the most frequent style in professional emails and is often
seen in emails between a hotel and a client. The language is more personal but not as
direct as speech. We find short sentences, contractions and clear, simple language.
• Informal. This style is used by friends. It is very close to speech, so we can find everyday
words, conversational expressions, abbreviations, etc.
• In general, Latin origin words are considered more formal than their Anglo-Saxon
equivalents, e.g. enquire / ask; request / ask for; provide / give; require / need.
17. Match the informal expressions on the left with their formal equivalents on the
right.
e.g. Thanks for your email (informal) Thank you for your email of.....(formal)
Informal Formal
Re your email… I am interested in receiving…
Just a short note about... Would you like me to…?
I
Here’s the ..... you wanted. I’d be grateful if you could…
I got your name from... I look forward to... (+ing)
Please note that... I can assure you that…
Unfortunately, Please accept our apologies for...
I’ve attached... Give my regards to...
Can you tell me a bit more about.... (Kind) regards / Best wishes
Please send me... Further to your last email, ...
Please could you... In reply to your email, here is...
I’d appreciate your help on this. We would like to point out that...
I’ll find out. We would like to remind you that…
Do you want me to...? I am writing in connection with...
Let me know if you need anything else. I look forward to meeting you next week.
Just give me a call if you have any Thank you in advance for your help in this
questions. matter.
Looking forward to...(+ing) Please find attached…
Best wishes to... Your name was given to me by…
I’m sorry for... We regret to inform you that…
I promise... Please feel free to contact me if you have a
ny questions.
See you next week. Do not hesitate to contact us again if you
require any further information.
Don’t forget... I’ll investigate / look into the matter.
Bye / All the best / See you Could you give me further information about...?
18. Re-write the following emails by substituting the phrases in italics by more formal
phrases.
a) Just a few lines to ask you for information about your hotel. Please send me a brochure so
that I can see the facilities you offer. Please could you also give me your present rates?
Looking forward to your reply. All the best,
b) Thanks for the email of 13 November asking for information about our hotel.
I’ve attached a brochure describing all our services and facilities. It also gives our rates and
special offers. Please note that the prices quoted are valid until the end of the year. Let
me know if you want more information.
Waiting for your reply. Bye.
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19. Complete this crossword puzzle with Latin origin words equivalent to the ones
given. If there are two words, there is a space in the middle.
The internal structure of a hotel and the front office 41 I 1
SOLUCIONES
Ejercicio 1
Suggested answers
1. the rooms contained only the bare essentials and now they have a wide range of facilities;
2. because there was a hot spring on the site; 3. it is very welcoming and there are no strict
rules and regulations; 4. the increase in tourism; 5. that they should provide an experience as
well as accommodation; 6. it concentrates on design and style; 7. because the ice melts and
they are rebuilt by a different artist; 8. It shouldn’t need air-conditioning; 9. businessmen who
finish work late and can’t get home; 10. maybe not if it has to be cut into the rock.
Ejercicio 2
a) spring; b) run; c) upmarket; d) range; e) rating; f) chain; g) mainstream; h) maze; i) provide;

j) locker.
Ejercicio 3 (track 2)
General
Manager
Assistant
Maneger/
Personal
Assistant
Quality and
F&B Human Sales & Accounts Maintenance
Purchases Front Office
department Resources Marketing department department
& Stores
department department
Reception Reservations Housekeeping

Banqueting
Room
Restaurant Lounge bar & events
Kitchen service
Receptionists Housekeeper
Porters
Head
Chef Head Waiter / Barman
Maitre dʼHotel
Chambermaids Valets
Bellboys
Sous Waiters
Cleaners
Chef
1. The size of the hotel, if it’s a resort hotel or a business hotel, the category, the chain it
may belong to, etc.
2. Seven.
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3. Purchases and Stores.

4. He supervises the work of the waiters, welcomes the guests and deals with any com-
plaints.
5. It controls the restaurant and other outlets.
6. The Quality Department and Human Resources Department.
7. Schemes to motivate the personnel.
8. To advertise the hotel and attract clients.
9. Making phone calls to companies etc. to try to get new clients.
10. Front Office.
Ejercicio 4
Chambermaid cleans rooms, makes beds

Sommelier recommends wines, takes orders for drinks
Bellboy shows guests to rooms
Chef de partie is in charge of one section of the kitchen
Plongeur washes dishes in the kitchen
Barman serves drinks in hotel lounges and bars
Maitre d’hotel supervises waiters, welcomes customers
Concierge books tours, theatres and special attractions
Commis waiter clears tables, brings food
Waiter takes orders and serves food
Housekeeper supervises cleaning of rooms
Head Chef makes up menus, supervises and trains kitchen staff
Storeman is in charge of stock for the different departments
Commis chef cooks food and is an apprentice
Doorman opens doors, calls taxis
Ejercicio 5
1. runs/manages/supervises/looks after; 2. reports to/is answerable to; 3. in charge of/

responsible for; 4. looks after/supervises/manages/deals with; 5. manages/supervises; 6.
report to/are answerable to; 7. deal with/look after; 8. in charge of/responsible for; 9. have to
Ejercicio 6
a. molest (wrong) disturb

b. make (wrong) service
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c. danger (wrong) risk
d. depart (wrong) vacate
e. scandal (wrong) noise
f. stop (wrong) wait
g. sure (wrong) ensure
h. pick (wrong) change
dry (wrong) use
i. forbidden (wrong) requested
j. allowed (wrong) forbidden
k. requested (wrong) allowed
l. taken (wrong) worn
Ejercicio 7
1. occupancy 2) reservation 3) provisional 4) confirmed 5) credit card number 6) cancellation

7) no-show 8) vacant 9) chance 10) allocated 11) advance 12) regular 13) allocated 14)
blocked/occupied 15) blocked/occupied 16) arrivals list 17) registration card 18) settle 19)
added 20) sales outlet 21) voucher 22) accounts 23) pigeon hole 24) delivered 25) update.
1. No, it was 15 minutes late.

2. One person in the group lost his suitcase.
3. He filled in a form.
4. Because she collected them on the bus.
5. They want interconnecting rooms.
6. Because she remembers that last year a family had interconnecting rooms.
7. Not until tomorrow.
8. Not personally because it’s his day off.
9. That it’s all labelled.
10. Make sure the luggage goes to the right rooms.
Ejercicio 9
1) give/tell; 2) you had/taken; 3) print; 4) take; 5) Here; 6) just; 7) comes; 8) makes; 9)

explain; 10) item/charge; 11) accommodation/stay; 12) rate; 13) calls; 14) items/drinks;
15) sign, 16) receipt; 17) staple/attach; 18) Have.
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Ejercicio 10
1) to have a newspaper delivered 2) are having an extension built 3) get the chambermaids
to change the sheets 4) do you have your hair done 5) got the receptionist to give me the
same room.
Ejercicio 11
1. d; 2. c; 3. a; 4. h; 5. i; 6. b; 7. f; 8. g; 9. j; 10. e.
Ejercicio 12
a. I’ll have a newspaper delivered to your room right now.

b. correct .
c. I’ll get the waiter to take your order at once.
d. correct.
e. correct.
f. I’ll get room service to bring it up.
g. I’ll have the tap fixed.
Ejercicio 13
1. bidet; 2. toilet; 3. toilet paper; 4. (waste) bin; 5. sponge; 6. toiletries; 7. switch; 8. socket;
9. towel rail; 10. mirror; 11. (bar of) soap; 12. tap; 13. plug; 14. wash basin; 15. shower
door; 16. bath mat; 17. bath (tub); 18. shower head.
Ejercicio 14
a) mirror; b) toiletries; c) toilet paper; d) wash basin, toilet, bidet, bath (tub); e) tap; f)
sponge; g) plug; h) socket; i) shower head; j) switch; k) bin; l) bath mat; m) shower door.
I
Ejercicio 15
Housekeeping
EclipseCrossword.com
Ejercicio 16
1. been made; unmade. 2. been replenished/been restocked. 3. password/code; safe. 4.

towels; towel rail. 5. bedside table. 6. been changed/replenished. 7. waste paper basket;
been emptied. 8. hangers; wardrobe. 9. been turned down. 10. blanket/pillow or pillow/
blanket; wardrobe. 11. pillowcase.
Ejercicio 17
Informal Formal
Re your email Further to your last email, .....
Just a short note about..... I am writing in connection with......
Here’s the ..... you wanted. In reply to your email, here is the..... you requested.
I got your name from..... Your name was given to me by
Please note that..... We would like to point out that....
Unfortunately, We regret to inform you that....
I’ve attached...... Please find attached....
Can you tell me a bit more about.... Could you give me further information about...?
Please send me..... I’m interested in receiving...
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Please could you...... I’d be grateful if you could...

I’d appreciate your help on this. Thank you in advance for your help in this matter.
I’ll find out. I’ll investigate/look into the matter.
Do you want me to...? Would you like me to......?
Let us know if you need Do not hesitate to contact us again if you require
anything else. any further information.
Just give me a call if you have any Please feel free to contact me if you have
Questions. any questions.
Looking forward to....(+ing) I look forward to...... (+ing)
Best wishes to.... Give my regards to....
I’m sorry for..... Please accept our apologies for......
I promise...... I can assure you that.....
See you next week. I look forward to meeting you next week.
Don’t forget...... We would like to remind you that.....
Bye / All the best / See you (Kind) regards / Best wishes
Ejercicio 18
a) 1. I am writing to.....; 2. I’m interested in receiving......; 3. I’d be grateful if you could...;

4. I look forward to.... ; 5. (Kind)Regards/Best wishes,.
b) 1. Thank you for your email; 2. requesting; 3. Please find attached..; 4. states/
includes/contains... ; 5. We would like to point out that...; 6. Do not hesitate to contact
us if you require any further information; 7. I look forward to hearing from you; 8.
(Kind) regards/Best wishes.
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Ejercicio 19
Latin origin words
EclipseCrossword.com
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ACTIVIDADES
1. Listen again to the interview about the internal organization of hotels and make a sum-
mary of the text in about 100-150 words.
2. Write a description of the main duties of a receptionist.

I
BIBLIOGRAFÍA
REFERENCIAS BIBLIOGRÁFICAS
ABBEY, A et al (2002). Business Studies Resource Pack. Leeds Hotels Association.

DIX, C. & BAIRD, C. (1998). The hospitality industry and the hotel reception. En Front Office
Operations (pp. 1-17). Harlow: Longman.
EMMERSON, P. (2004). Formal or Informal? En Email English (pp. 8-9). Oxford: Macmillan.
HARDING, K. y HENDERSON, P. (1994). Staffing and internal organisation. En High Season
(pp. 31-33 ). Oxford: Oxford University Press.
JUAN GONZÁLEZ, P. & HUNTLEY MAYCOCK, S. (2006). Have something done, get
someone to do something. En Inglés II. Manuales Docentes de Turismo (pp.130-133). Las Pal-
mas de Gran Canaria: Vicerrectorado de Planificación y Calidad de la Universidad de Las
Palmas de Gran Canaria.
WOOD, N. (2003). Who’s who in hotel and catering. En Tourism and Catering (pp. 8-9). Oxford:
Oxford University Press.
BBC World (2007). URL: http://www.bbcworld.com/Pages/default.aspx [10/5/2007].
Cambridge Dictionaries Online (2007). URL: http://dictionary.cambridge.org/ [5/5/2007]
Ehoteliers,website para hoteleros: http://www.ehotelier.com/browse/news [20/10/2007]
Houshi inn (2007). URL: http//www.ho-shi.co.jp [10 / 5 / 2007]
http://www.bbc.com/travel/blog/20110504-the-futurist-a-hotel-carved-in-rock
http://www.guardian.co.uk/travel/2008/sep/07/hotels.tokyo
http://www.inkaterra.com/reserva-amazonnica
http://en.wikipedia.org/wiki/Hotel
http://en.wikipedia.org/wiki/Icehotel_%28Jukkasj%C3%A4rvi%29
Oxford Advanced Learner’s Dictionary (2000). Oxford: Oxford University Press.
BIBLIOGRAFÍA COMPLEMENTARIA
EASTWOOD, J. (1999). Have something done. En Oxford Practice Grammar (pp. 138-139).
Oxford: Oxford University Press.
MURPHY, R. (1994). Have something done. En English Grammar in Use (2ª ed.) (pp. 90-91).
Cambridge: Cambridge University Press.
— (1994). Verb + (object) + to… . En English Grammar in Use (2ª ed.) (pp. 108-109). Cam-
bridge: Cambridge University Press.
POHL, A. (2002). Housekeeping. En Test your Professional English: Hotel and Catering (pp. 26-
35). Harlow: Pearson.
— (2002). The front office. En Test your Professional English: Hotel and Catering (pp. 1-14). Har-
low: Pearson.
— (2002). Management. En Test your Professional English: Hotel and Catering (pp. 66-77). Harlow:
Pearson.
1 I
EJERCICIOS DE AUTOEVALUACIÓN
Choose the most suitable answer. Only one answer is correct.
1. If the departments of a hotel don’t _______________ with each other, business won’t go
well.
A join B combine C liaise D rely
2. The main aim of any business is to make a _______________ .

A benefit B profit C fortune D goal
3. The person in a hotel responsible for ensuring the rooms and public areas are clean is the
_______________ .
A senior waitress B cleaner C housekeeper D sommelier
4. If the head chef is absent, the _______________ chef is in charge of the kitchen.
A sous B under C assistant D deputy
5. The heads of the different departments in the hotel are _______________ to the General
Manager.
A report B responsible C charged D answerable
6. Guests are ____________ that rooms must be vacated by 10 a.m. on the day of departure.
A aware B remembered C reminded D requested
7. Children under 18 are _______________to enter the casino.

A allowed B forbidden C reminded D requested
8. If _______________ is high all year round, the hotel will definitely be successful.
A availability B merchandise C booking D occupancy
9. Regular guests often have their rooms _______________ in advance.

A given B allocate C allocated D give
10. The hotel is _______________ if the reservations department takes more bookings than
the number of rooms available.
A overbooking B booked up C booked over D overbooked
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11. At checkout the receptionist will print _______________ the guest’s bill.
A over B out C up D through
12. We complained to the receptionist that our shower didn’t work properly and he got it
_______________immediately.
A fix B fixed C to fix D fixing
13. Our air conditioning wasn’t working properly yesterday so the chambermaid
_______________ maintenance to check it.
A has get B has C had D got
14. The chambermaid will have to _______________ the bathroom floor as one of her many
tasks.
A dust B mop C wipe D empty
15. The chambermaid should make sure there is a spare roll of toilet ______________ in
the bathroom.
A paper B towels C mats D dryers
16. On the wash basin there are usually two _______________ - one for hot water and one
for cold.
A sockets B switches C plugs D taps
17. I look forward to _______________ from you.

A hear B hearing C see D replying
18. The hotel _______________ a courtesy bus service to and from the airport.
A gives B disposes C provides D adds
19. Please do not ______________ to contact us if you need any further information.
A hesitate B doubt C try D hope
20. The purpose of a _______________ scheme is to motivate members of staff.

A prize B price C reward D money
1 I
SOLUCIONES A LOS EJERCICIOS DE AUTOEVALUACIÓN
1. C
2. B
3. C
4. A
5. D
6. C
7. B
8. D
9. C
10. D
11. B
12. B
13. D
14. B
15. A
16. D
17. B
18. C
19. A
20. C
I
GLOSARIO DE TÉRMINOS
Nouns and adjectives

accurate (adj.) exacto/-a
apprentice aprendiz/-a
bar of soap jaboncillo
bedding ropa de cama
brand new (adj.) totalmente nuevo
bulb bombilla
chance casual, fortuito/-a; casualidad
chef de partie jefe/-a de partida
(coat) hanger percha
cold calling venta fría, televenta
commis chef ayudante de cocinero
commis waiter ayudante de camarero
consortium (pl. –tia) consorcio
corporate (adj.) de una empresa
fingerprint huella dactilar
fitting accesorio
fixture pieza fija de un inmueble como las del baño o la cocina
foyer vestíbulo
hub centro
king (room) con cama de matrimonio extragrande
linen ropa de cama; mantelerías
lobby vestíbulo
locker taquilla
loose (adj.) suelto/-a-, flojo/-a
maze laberinto
no-show cliente que no se presenta
outlet punto de venta
pigeon hole casillero
pillowcase funda de almohada
plug tapón
premises establecimiento, edificio
profit ganancia, beneficio económico
purchase compra
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queen (room) con cama de matrimonio grande

rail barandilla
range gama
regular cliente habitual
retrieval recuperación
revenue(s) ingresos
sales outlet punto de venta
shaver socket enchufe para máquina de afeitar
shower head alcachofa de la ducha
sleeping bag saco de dormir
sommelier camarero de vinos, somelier
spare (adj.) de repuesto, extra
spring manantial
status situación
store almacén
storeman persona encargada de las mercancías
stuck (adj.) atascado/-a
toiletries artículos de tocador
upkeep mantenimiento
valet mozo (responsable de ropa)
walk-in cliente que se presenta sin reserva
Verbs
to attach adjuntar
to block off cortar; bloquear, congelar
to customise adaptar según los requisitos del cliente (customised: personalizado)
to disinfect desinfectar
to drip gotear
to feature contar con
to fetch traer, ir a buscar
to fix sujetar, fijar; arreglar
to freeze congelar
to furnish amueblar
to hang up colgar el teléfono
to liaise trabajar conjuntamente, mantener contacto
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to make the most of something aprovechar algo al máximo
to make up componer
to melt derretir(se)
to mop pasar la fregona
to outsource adquirir productos o servicios de una empresa externa
to rely on confiar en, depender de
to replenish reponer
to span extenderse
to staple grapar
to store almacenar
to survive sobrevivir
to sweep barrer
to turn down the bed hacer la cobertura de la cama
to update actualizar
Air travel
2 Unidad
de Aprendizaje
PRESENTACIÓN
Esta segunda unidad de aprendizaje de Inglés Turístico III se centra en los viajes en avión.
Se estudia y se practica el vocabulario empleado en los aeropuertos y en los aviones, el lenguaje
propio de los avisos por megafonía en el aeropuerto y la lengua usada tanto por el personal
de tierra como del avión en situaciones propias de estos lugares: facturación de equipaje,
aduana, explicaciones relativas a la seguridad en los aviones, etc. La gramática y la pronuncia-
ción abordadas en esta unidad de aprendizaje se derivan de estas situaciones. Por ello se prac-
tica la entonación propia de las descripciones de procesos y se trabajan los conectores
temporales, los multi-part verbs y se repasan algunos tiempos verbales, en especial el futuro
continuo.
OBJETIVOS
• to learn the vocabulary necessary for airport procedure.

• to get practice in check-in dialogues.
• to gain practice in explaining procedure (departure and cabin crew) using sequence
linkers.
• to become familiar with intonation patterns when explaining procedure.
• to focus on multi-part verbs.
• to practise how to make airport announcements.
• to revise verb tenses.
• to go over the use of the future continuous.
• to become familiar with Customs regulations.
2 I
Focus on language Functions and specific skills

Sequence linkers Asking for flight documents
Multi-part verbs Explaining departure procedure
Future continuous Explaining cabin crew procedure
Verb tenses (review) Making airport announcements
Lexis Speech work

Airport announcements Intonation patterns when explaining proce-
Airport procedure dure
Customs regulations
Focus on language
Sequence linkers
Multi-part verbs
Future continuous
Verb tenses (review)
Lexis Functions and specific skills

Airport announcements Asking for flight documents
Airport procedure Explaining departure procedure
Customs regulations Explaining cabin crew procedure
Making airport announcements
Speech work
Intonation patterns when
explaining procedure
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Air travel 61 2
1. Speaking. Contact a partner through Skype or use the Chat and discuss the following
questions. You may be asked some of these questions in the oral activity at the end
of the module.
a. Do you like flying? Why?

b. What part of the flight do you like most?
c. What do you dislike about flying?
d. What is the best place for you to sit in an aeroplane: aisle, window or the middle of a
row?
e. What is the difference between a scheduled flight and a low cost flight?
f. Have you ever flown low cost? If so, what was it like?
g. Have you ever had any frightening experiences on a flight?
h. What is the longest flight you have been on?
i. Could you say how many times you have flown?
j. Would you like to work as a pilot, as a flight attendant, as an air-traffic controller? Why?
Lexis AIR TRAVEL
2. Put the words in the box under the headings below.
life jacket aisle seat baggage hall/baggage claim area flight attendant
overhead locker whistle pilot boarding gate car-hire desk galley
captain evacuation ramp purser departure concourse emergency exit
cabin crew oxygen mask bureau de change customs check-in desk
ground staff tray cockpit safety card departure lounge co-pilot
flight deck information desk customs officer seat-belt immigration officer
Areas at the airport Inside an aircraft
Safety procedure People related to air travel

2 I
3. Read the text and say whether the statements that follow are true or false. Correct
those that are false.
(Source: google.com)
WHAT EXACTLY IS A LOW COST AIRLINE?
Low cost airlines offer low fares but eliminate all non - essential services, such as compli-
mentary drinks and snacks, in - flight entertainment systems, allocated seating, business-class
etc. They also cut overheads by flying to/from more remote airports (with lower access charges)
when possible, by quick turnarounds and by using one single type of aircraft. They may charge
passengers an additional fee for carrying luggage, using the airport check-in desk, getting on
the plane first or even, as was proposed by Ryanair, for using the toilet.
These airlines are also called budget airlines or no-frills airlines. ‘No frills’ is a term used
to describe any service or product for which the non-essential features have been removed to
keep the price low. The use of the term “frills” refers to a style of fabric decoration. Something
offered to customers for no additional charge may be designated as a “frill” - for example,
free drinks on airline journeys, or a radio installed in a rental car. Frills on a dress are not ne-
cessary but they make it look pretty.
However, the hidden extras seem to be growing every year. Most airlines charge you a fee
just for booking the flight. Luggage charges for putting a bag in the hold of a plane are often
as much as £60 for a return trip so holidaymakers are switching to just taking hand luggage
and wearing a lot of their holiday clothes, including jackets or coats with a lot of pockets to
stash their holiday necessities. There’s now a purpose-built jacket on the market designed for
travelling on low-cost airlines with more than 45 pockets! It’s not a simple task as, on some
airlines, strictly one item of hand luggage is allowed, into which a handbag and any item
bought in the departure lounge must also fit.
Packing light is not usually a problem for men, but female customers claim that packing a
week’s worth of essentials into a cabin bag is a serious challenge; shoes, sun-cream and elec-
trical items such as hairdryers are among the first to be ditched.
Ryanair’s boss Michael O’Leary has once again given rise to controversy by expressing his
intention to charge passengers £1 for using the onboard toilet and has only been stopped
from doing so so far because technical and safety issues prevent a £1 coin-operated mecha-
nism being installed. The “pay a pound to spend a penny” plan would earn £15m a year for
the airline, he said, which could be passed on to passengers in fare savings.
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Air travel 63 2
Even worse was his plan to try to get permission from aviation authorities to have just
one pilot on shorter flights. The airline boss, who is well known for his aggressive techniques
(he has previously considered standing tickets on flights too) agreed that two pilots would be
needed on long-haul flights, but said that on shorter trips flight attendants could do the job
of the second pilot. In an interview he said the latter was only there to “make sure the first
fella doesn’t fall asleep and knock over one of the computer controls”.
He backed up his comments by adding that trains were allowed to have one driver even
though this could conceivably cause a crash in the event of a heart attack. He said: “It could
save the entire industry a fortune. In 25 years with over 10 million flights we’ve had one pilot
who suffered a heart attack in flight and he landed the plane.”
The British Airline Pilots Association said: “This is just a bid for publicity. His suggestion
is unsafe and his passengers would be horrified.”
(Adapted from The Guardian digital edition, Thursday 5 March 2009 and 15 August 2010; The Observer Sunday
15th August 2010; guardian.co.uk Wednesday 8 September 2010; Wikipedia)
a. You might have to run to the plane to avoid getting a middle seat.
b. Low cost airlines often fly to secondary airports.
c. You have to pay to use the toilet on Ryanair.
d. The word ‘frill’ is only applied to extras on board a plane.
e. Passengers wear all their clothes instead of putting them in the case.
f. A special jacket is recommended by low cost airlines.
g. Shoes, sun-cream and electrical items are likely to be left behind.
h. If you buy a bottle of whisky just before you board, you can carry it onto the plane in
a plastic bag.
i. Michael O’Leary wants passengers to pay to go to the toilet in order to raise extra revenue.
j. On short haul flights O’Leary thinks a flight attendant could do the work of the co-pilot.
Focus on language MULTI-PART VERBS
Multi-part verbs are formed by a verb plus an adverb particle or a preposition. They are
usually called ‘phrasal verbs’ (although some grammarians make a difference between phrasal
verbs and prepositional verbs).
They got up late so they missed the plane.
The receptionist asked the guest to fill in the form.
Some of these multi-part verbs can have more than one meaning.
He put on a lot of weight when he was on holiday.
She put on her coat because it was very cold.
Transitive multi-part verbs formed by a verb and an adverb particle can be separated so
the object can be placed between the verb and the particle.
2 I
She put her coat on.

She put on her coat.
However if the object is a pronoun (me, him, it), the verb and the particle are always sepa-
rated.
She put it on.
Intransitive multi-part verbs cannot take an object and cannot be separated.
They stopped over in Kuala Lumpur on their way to Australia.
The shuttle bus broke down.
We have already come across (seen) some phrasal verbs in the previous modules, for example:
wake up, check in, see to, sort out, fill in etc.
Some words are adverb particles (out, away, back) and others are clearly prepositions (at, of,
for, from, with, into). However, there are many words that can act as both prepositions and ad-
verb particles (up, down, through, past, on, off,…).
Prepositional verbs (a verb + a preposition) take an object but they cannot be separated.
The object goes after the preposition.
The staff at that hotel look after the guests very well. (after is a preposition)
The tour leader said they had a free day to look around the town.
Some verbs can be used with both an adverb particle and a preposition.
They were looking forward to their honeymoon.
4. Put the words in the right order to form correct sentences.
1. took / eight / the / off / morning / the / plane / at / o’clock / in.

2. you / meeting / up / will / receptionist / important / have / you / an / if / the / wake
3. flight / in / before / you / leaves / must / check / hour / the / an
4. computer / pulled / the / itinerary / girl / the / desk / check-in / the / at / my / up / on
5. form / in / they / guests / in / have / fill / check / a / when / the / to
5. Match the parts of the sentence in list A with those in list B, underline the phrasal
verbs and use other words to explain what they mean.
List A
The plane leaves at 6.40 a.m.
You have had three dinners in the restaurant
As many guests complained
When we opened the door of the room
Could you give me a wake-up call tomorrow morning
The hotels in New York are very expensive
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Air travel 65 2
The receptionist listened attentively to the guest’s complaint
Smoking is not permitted in the terminal building
Jane is going to Australia for six months
The plane was delayed
When you check in
Passengers are requested to keep their seat belts fastened
List B
until the plane has touched down and taxied to the gate.
so her parents went to the airport to see her off.
so cigarettes must be put out before you go in.
and promised to look into the matter.
you have to hand over your ticket and passport
so the bill comes to €390.
because several passengers didn’t turn up.
they had to sort out the problem immediately.
because I need to get up very early.
so my uncle is going to put me up.
so we had better set out at 5 a.m.
we didn’t know how to switch on the lights.
Lexis ANNOUNCEMENTS
2 I
6. Listen to the following announcements and fill in the gaps with the missing words
(track 4)
1. Iberia _____________ to announce that flight IB 582 to Miami will be _____________

. ________________ passengers please ______________ to the Iberia desk where
they will be given _________________ for a snack at the cafeteria. The flight is
_______________ to depart at 18.00 but this will be confirmed in an hour’s time. We
______________ for any inconvenience.
2. Passengers _______________ ________________ that baggage must not be left un-
attended at any time.
3. _______________ _______________ the final call for passengers ____________
flight BA 927 to Brussels. _________________ any remaining passengers please
_______________ immediately to gate 26.
4. We _______________ to announce the ______________ of flight MO 831 to Lon-
don Gatwick. This is due to the late ________________ of the incoming aircraft. The
flight will now _______________ at 17.50. Passengers are ______________ to watch
the screens for further information.
7. Write some announcements using the notes below.
1. Mr Hamilton / from Miami / report / British Airways desk / important message.

2. KLM / regret announce / delay / flight Kuala Lumpur. Flight / due depart / 16.30./
apologise inconvenience
3. final call / flight AF 640 / Hanoi. Passengers / proceed immediately / gate 47 /flight
wait depart.
4. Iberia / apologise / delay / flight 651 / Los Angeles. Passengers / get / snack / cafe-
teria / show boarding cards.
5. urgent call / Mr Mrs Jacobs / travel Zurich. / Go / immediately / gate B 62 / Gate
/about close.
6. Passengers remind / smoke / not allow / terminal building / except designate areas.
AT THE CHECK-IN DESK
8. Listen to a conversation at a check-in desk and answer the following

questions (track 5)
1. What is the problem?
2. When did the woman book the flight?
3. How did she book it?
4. Why are they going to Dublin?
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Air travel 67 2
5. What is the solution?
6. How much does the woman have to pay?
7. How can she get a refund?
8. Is there a time limit?
9. Make complete sentences using the following words as guidelines. The sentences
make up a conversation at the check-in desk.
Check-in clerk: morning. / Show / ticket / passport

Passenger: Certainly. Here / be.
Check-in clerk: mind /put / luggage / scales?
Check-in clerk: I / afraid / case / overweight. You / have / pay / excess baggage charge.
Passenger: How much / have / pay?
Check-in clerk: five euros / kilo.
Passenger: Oh dear! How much / case / weigh?
Check-in clerk: 29 kilos. Allowance / be / 20 kilos / make / 45 euros.
Passenger: take / something / out / and / put / hand luggage?
Check-in clerk: yes / careful / you / allow / only / five kilos / hand luggage.
Passenger: I / pay. /Be / easier.
Check-in clerk: Fine. Like / aisle / window seat?
Passenger: Actually / prefer / seat / aisle / stretch legs.
Check-in clerk: that / be / seat C / row 18.
Passenger: Fine. Meal serve / board?
Check-in clerk: No / afraid not. Be / snacks available / flight attendant. Here / be /
passport / ticket. Board / gate A 15 / 10.50.
Passenger: Which way / go / get / departure lounge?
Check-in clerk: There / right / up escalator.
Passenger: Thank you very much.
Check-in clerk: Have / good flight.
Focus on language CONNECTING IDEAS: SEQUENCE LINKERS
Sequence linkers are used to identify the different stages in a procedure. They show the
order in which the various stages are carried out. Some of the most common sequence linkers
are:
2 I
First of all Secondly Beforehand

Firstly Next Finally
To begin with Then Eventually
The first stage is Once The last step / stage is
The first step is Now The final step / stage is
The first thing Soon And so on
After (this / that)
Afterwards
The next step is
Later (on)
When
As soon as
Prior to / before
At the same time
Simultaneously
Previously
DEPARTURE PROCEDURE
10. Look up any words you do not know in the dictionary and fill in the gaps in the
text below. One of the words or phrases has to be used twice.
excess baggage luggage tags gate metal detector

security check tag departures board
trolleys check-in desk departure lounge
scales immigration officer hand boarding pass/card
baggage claim receipt(s) domestic flight
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Air travel 69 2
Taking a flight
When you arrive at the terminal building there are usually some _______________ for
you to put your luggage on. You then go to the ______________ _______________ where
you show your ticket and your passport. If you are travelling on an e-ticket, you will only
need to show your passport or some form of ID. The check-in staff pulls up your itinerary
on the computer and asks you to put your luggage on the _______________ . He or she will
then print out one or more _______________ _______________ to attach to each of your
pieces of luggage. This _______________ has all of your flight information on it, including
your destination and any stopover cities, as well as a bar code that contains a ten-digit number.
If your luggage weighs more than your baggage allowance, you will have to pay
_______________ _______________ . The check-in staff will then give you back your ticket
and your _______________ _______________ on which you will find your seat number
and the number of the _______________ at which you will board the plane. They may ask
you how much __________________ luggage you are taking on the plane with you and
sometimes they may weigh it. On the back of your boarding pass you will find your
________________ _______________ _______________ .
You then proceed to security. All passengers are subject to a __________________
_______________ and must submit hand luggage and personal effects for scanning. You
have to show your _______________ _______________ to the security officer and put
your hand luggage on the scanner conveyor belt. You then go through the_______________
______________ which will beep if you have forgotten to take any keys or coins for example
out of your pocket. The next step, if you are travelling on an international flight outside the
Eurepean Union, is to show your passport to the _______________ _______________ .
If you are travelling on a ______________ _______________ this stage is not necessary.
Then you go through to the _______________ _______________ where you should check
when your flight is boarding on the _______________ _______________ .While you are
waiting you can have something to eat or even do some shopping! Finally, when your flight
is called, you should proceed to the boarding gate. Once there, all passengers have to show
their ID card or passport and, finally, they board the plane.
11. Mark in the text above where each of these stages starts.
1. 2. 3.
Check-in Security Passport
Check Control
4. Go to 5. Go to
departure boarding
lounge gate
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CABIN CREW PROCEDURE
The flight attendants (cabin crew) follow a procedure for the different things they do on
a flight. Their main tasks include explaining the security instructions and making sure the
passengers follow them, attending to passengers’ needs and serving drinks and meals.
12. Match phrases from both columns to make sentences describing some of the things
flight attendants have to do on a long-haul destination flight.
They serve them to find the row and seat they are in.
They help seat-belts are fastened.
They collect drinks and meals to passengers.
They assist with the safety announcement.
They make sure passengers on board.
They hand out passengers leaving the plane.
They offer stowing cabin baggage.
They welcome meal trays and empty glasses.
They get tea and coffee.
They serve landing cards.
They give duty-free goods for sale.
They assist meals ready
Speech work INTONATION WHEN EXPLAINING PROCEDURE
13. Put the previous steps in the right order and join the sentences with sequence linkers.
Then listen to the suggested answer and pay attention to the intonation used. Do you
think all the sentences are pronounced with an appropriate intonation? One step is
missing. Which one is it? (track 6)
14. A flight attendant is explaining to passengers what to do in the unlikely event of an

emergency. Listen to the announcement and fill in each gap with one word. (track 7)
This is a safety announcement so please pay attention. Please be sure that your seat is in
an (1) ______________ position, your (2)______________ _______________ are fastened
and your tables are (3) _______________ _______________ . Your hand luggage must not
obstruct the (4) _______________ . It should be (5) _________________ under the seat in
front of you or in the overhead (6) _________________ . Mobile phones and all electronic
devices must be (7) _______________ _______________ .
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Air travel 71 2
There are six emergency exits, three on either side of the
aircraft. They are clearly marked and they are (8)
_______________ pointed out to you now. If for any reason
the oxygen supply fails, oxygen masks will (9)
_______________ down automatically. Quickly cover your
(10)_______________ and nose and breathe normally. Put on
your own mask before (11) _______________ others. Your life
jacket is (12) ________________ under your seat . If you are
instructed to do so by the crew, remove the (13) _____________
______________ from its container and slip it over your head. Pass the tapes around your
waist and tie them securely in a double (14) _______________ at the side. To inflate the
jacket, pull sharply on the red (15) _______________ . If this is not sufficient, blow into
this (16) _______________ . (17) _______________ not inflate the jacket inside the aircraft.
Junior life jackets are carried for the use of small children. The plane is equipped with an (18)
_______________ _______________ . In the unlikely event of an accident, leave all hand
baggage behind and ladies remove high-heeled shoes. You are (19) _______________ that
smoking is not (20) _______________ at any time during the flight.
Focus on language FUTURE CONTINUOUS
The use of the future continuous, which we looked at in Inglés Turístico 1, module 5, is
very often used by the cabin crew and the pilot on the plane. This is because this tense indi-
cates that something will definitely happen and that it is the normal course of events, not
something which has been decided on the spur of the moment. The crew and the pilot wish
to make the passengers feel that everything is going according to plan.
15. Make complete sentences with the words provided. You will need to add other
words and put the verbs into the future continuous or the present simple (either active
or passive).
Pilot: Good morning. As soon / we / receive / permission / air traffic control / we /

take off.
Pilot: We / fly / at height / 33,000 feet.
Pilot: We / go / down / west coast / Morocco and / then / across / Gran Canaria
Purser: I / be / purser / today. We / show / film / which / be / call / Madagascar. Cabin
crew / hand out / headphones / few minutes. Price / be / €3.
Purser: After that / cabin crew / come round / drinks. Then / we / serve / lunch.
Purser: Before / land / we / go through / cabin / duty-free goods.
Purser: We also / give out / landing cards.
Pilot: We / land / fifteen minutes. Temperature / Las Palmas / be / 27 degrees celsius.
We / hope / you / have / good holiday / Canaries.
2 I
CUSTOMS
On arrival, when you have collected your baggage from the conveyor belt or carousel, you
have to go through Customs.
16. Do you think the following statements about Customs for travellers entering the
UK are true or false?
1. If you are travelling within the European Union you may be stopped at Customs.
2. If you try to sell alcohol in the UK which you have brought in from a country within
the European Union, it may be taken from you.
3. If there is only a green channel at Customs and you have something to declare, you
have to use a special phone.
4. Anyone who has nothing to declare goes through the blue channel.
5. You go through the green channel if you are arriving in the UK from Morocco and
have nothing to declare.
6. If you are travelling from the Canary Islands to the UK you can bring in as many ciga-
rettes as you like as long as they’re for your own use.
Read the text below and check whether you answered correctly
HM Revenue & Customs (HMRC) is the government department responsible, among

other things, for protecting the borders of the UK from drugs, firearms and other harmful
goods and to stop smugglers evading taxes. This also includes goods that travellers should
pay UK tax and duty on, which is why you can be stopped on arrival in the UK and asked
about your baggage. If you are carrying anything illegal, the goods may be seized and if you
get caught smuggling goods or selling goods you did not declare, you could face prosecution
and imprisonment.
Going through Customs
You normally do not need to declare your hold baggage until you collect it at your final
destination. Most UK ports and airports have three exits or ‘channels’: the red, green and
blue channel. Some ports and airports only have one exit and a red point phone where you
declare goods.
Red channel
You must use the red channel or the red point phone if you:
have goods or cash to declare
have commercial goods,
are not sure about what you need to declare
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Air travel 73 2
Green channel
Use the green channel if you are travelling from a country outside the European Union (EU)
with goods that:
do not go over your allowances
are not banned or restricted
Blue channel
Use the blue channel if you are travelling from a country within the European Union (EU)
with no banned or restricted goods
Travelling within the European Union (EU)
What you can bring in will vary depending on where you are travelling from. You should
check what your allowance is before you leave for the airport.
Alcohol and tobacco
There are no limits on the amount of duty and/or tax paid alcohol and tobacco that you
can bring into the UK as long as they are for your own use or gifts and are transported by
you yourself. If you are bringing in alcohol or tobacco goods and there is reason to suspect
they may be for a commercial purpose, an officer may ask you questions and make checks
about, for example:
the type and quantity of goods you have bought
why you bought them
how you paid for them
whether all your goods are openly displayed or concealed
how often you travel
how much you normally smoke or drink
You are likely to be asked questions if you have more than:

3,200 cigarettes; 200 cigars; 400 cigarillos; 3kg tobacco; 110 litres of
beer, 90 litres of wine; 10 litres of spirits; 20 litres of fortified wine (for
example, port or sherry).
These rules apply to all EU countries:
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Ireland (Republic of), Italy,
Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal,
Romania, Slovakia, Slovenia, Spain (but not the Canary Islands), Sweden, the UK (but not
the Channel Islands).
(Adapted from: http://customs.hmrc.gov.uk/channelsPortalWebApp/channelsPortalWebApp.portal?_nfpb=
true&_pageLabel=pageVAT_ShowContent&id=HMCE_CL_001734&propertyType=document)
2 I
Focus on language VERB TENSES (review)
17. Put the verbs in brackets in the best tense. Three of them are passive forms.
I was very excited about my first flight as I (1) _______________ (never fly) before. I (2)
_______________ (go) to stay with my uncle in New York. I (3) _______________ (tell)
the best way to get to Heathrow airport was by underground as like that I wouldn’t have (4)
______________ (worry) about the traffic and not getting to the airport on time . When I
(5) _______________ (get) to the station, which was inside the terminal building, I (6)
_______________ (find) a trolley as my luggage was very heavy. I (7) _______________
(go) straight to the check-in desk and (8) _______________ (show) my ticket to the ground
steward. He weighed my luggage and then said to me: (9) _______________ (you, pack)
your luggage yourself ? “Oh yes” I said. “I certainly (10) _______________ (do).” He smiled
and (11) _______________ (give) me my boarding pass. He (12) ______________ (point)
to my seat number and said: “You (13) _______________ (sit) near the window so you (14)
_______________ (be) able to see New York from the air before the plane (15)
_______________ (land). He then told me (16) _______________ (go) to the departure
lounge and look at the screens to see which gate I (17) ______________ (have) to board at.
After (18) ______________ (go) through security and passport control, I got to the departure
lounge. While I (19) _______________ (look) at the screens I (20) _______________ (hear)
an announcement saying that my flight (21) ______________ (delay). I was angry because I
(22) _______________ (forgot) to bring my uncle’s number so I couldn’t phone him (23)
_______________ (tell) him to leave home later, as he (24) ______________ (promise) to
meet me at JFK airport.
The flight (25)______________ (finally call) and we (26) _______________ (board) the
plane. It (27) _______________ (not take) off until an hour and a half after the scheduled
time, but luckily, before he left home, my uncle (28) _________________ ( phone) the airport
in New York to check the time the plane (29) _____________ (arrive) so everything was fine.
18. Here are the clues to a crossword puzzle. Find out what they are and put them in.
If the answer consists of two words, there is a space in the middle.
Across
3. The place where the pilot and his co-pilot fly the plane.
5. The plane goes along this to take off and land.
6. You will have to pay this if your luggage is too heavy (2 words).
8. You can see the departure and arrival times of flights on these.
9. You will need one of these if your luggage is very heavy.
11. The person who looks after you on the flight (2 words).
12. The people who look after you on a plane.
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Air travel 75 2
Down
1. A continuous moving band used for transporting suitcases in an airport (2 words).
2. Flights from one place to another within the same country (2 words).
4. Passengers have to go through this to make sure they aren’t carrying illegal items.
7. You will need this if the cabin decompresses (2 words).
10. Another word for “depart”.
2 I
SOLUCIONES
Ejercicio 2
Areas at the airport Inside an aircraft

baggage hall/baggage reclaim area aisle seat
boarding gate overhead locker
car-hire desk galley
departure concourse cockpit
bureau de change flight deck
customs tray
check-in desk
departure lounge
information desk
Safety procedure People related to air travel

life jacket flight attendant
whistle pilot
emergency exit captain
oxygen mask purser
seat-belt cabin crew
evacuation ramp ground staff
safety card co-pilot
customs officer immigration officer
Ejercicio 3
a. True.
b. True.
c. False: Ryanair has proposed it but for technical reasons it can’t be introduced.
d. False: the word is applied also to fabric.
e. False: some passengers choose to wear some of their clothes.
f. False: the jacket is on the market but it isn’t recommended by the airlines.
g. True.
h. False: everything has to fit into one item of hand luggage.
i. True.
j. True.
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Air travel 77 2
Ejercicio 4
1. The plane took off at eight o’clock in the morning.

2. The receptionist will wake you up if you have an important meeting.
3. You must check in an hour before the flight leaves.
4. The girl at the check-in desk pulled up my itinerary on the computer.
5. The guests have to fill in a form when they check in.
Ejercicio 5
The plane leaves at 6.40 a.m. so we had better set out at 5 a.m.
You have had three dinners in the restaurant so the bill comes to € 390.
As many guests complained, they had to sort out the problem immediately.
When we opened the door of the room we didn’t know how to switch on the lights.
Could you give me a wake-up call tomorrow morning because I need to get up very early?
The hotels in New York are very expensive so my uncle is going to put me up.
The receptionist listened attentively to the guest’s complaint and promised to look into
the matter.
Smoking is not permitted in the terminal building so cigarettes must be put out before
you go in.
Jane is going to Australia for six months so her parents went to the airport to see her off.
The plane was delayed because several passengers didn’t turn up.
When you check in you have to hand over your ticket and passport
Passengers are requested to keep their seat belts fastened until the plane has touched down
and taxied to the gate.
Phrasal verbs: set out (leave); comes to (gives a result of); sort out (solve); switch on (ac-
tivate); get up (rise); put up (provide accommodation); look into (investigate); put out( extin-
guish); go in (enter); see off (say goodbye to); turn up (appear); check in (register); hand over
(give); touch down (land).
1. regret; delayed; Will; go; vouchers; due; apologise.

2. are reminded
3. This is; on; Would; proceed.
4. regret; delay; arrival; depart; advised
2 I
Ejercicio 7
1. Will/Would Mr Hamilton arriving from Miami please report to the British Airways
desk where there is an important message for him.
2. KLM regret to announce the delay of their flight to Kuala Lumpur. The flight is now
due to depart at 16.30. We would like to apologise for any inconvenience.
3. This is the final call for flight AF 640 to Hanoi. Will/Would passengers please proceed
immediately to gate 47 where the flight is waiting to depart.
4. Iberia would like to apologise for the delay of flight AA651 to Los Angeles. Passengers
may/can get a snack at the cafeteria if they show their boarding cards.
5. This is an urgent call for Mr and Mrs Jacobs travelling to Zurich. Will they please go
immediately to gate B 62. The gate is about to close.
6. Passengers are reminded that smoking is not allowed in the terminal building except in
the designated areas.
1. The baby isn’t on the passenger list.

2. Two days before.
3. On line.
4. To see the baby’s father because it’s his birthday the following day.
5. The baby can travel on the plane but she has to pay again.
6. Fifteen euros.
7. By phoning the airline helpline number on the website.
8. Yes, ten working days from that moment.
Ejercicio 9
Suggested answer:
Check-in clerk: Good morning. Could you show me your ticket and your passport, please?
Passenger: Certainly. Here you are.
Check-in clerk: Would you mind putting your luggage on the scales?
Check-in clerk: I’m afraid your case is overweight. You will have to pay an excess baggage
charge.
Passenger: How much do I have to pay?
Check-in clerk: Five euros per kilo.
Passenger: Oh dear! How much does my case weigh?
Check-in clerk: 29 kilos, sir. Your allowance is be 20 kilos so that makes 45 euros.
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Air travel 79 2
Passenger: Can I take something out and put it in my hand luggage?
Check-in clerk: Yes but be careful because you are allowed only five kilos of hand luggage.
Passenger: I‘ll pay. It’s easier.
Check-in clerk: Fine. Would you like an aisle or a window seat?
Passenger: Actually I’d prefer a seat on the aisle so I can stretch my legs.
Check-in clerk: That’s seat C in row 18.
Passenger: fine. Are meals served on board?
Check-in clerk: No. I’m afraid not. There are snacks available from the flight attendant.
Here is your passport and your ticket. You will be boarding at gate A 15 at 10.50.
Passenger: Which way do I go to get to the departure lounge?
Check-in clerk: Over there on the right and up the escalator.
Passenger: Thank you very much.
Check-in clerk: Have a good flight.
Ejercicio 10
trolleys; check-in desk; scales; luggage tags; tag; excess baggage; boarding pass/card; gate;
hand; baggage claim receipt(s); security check; boarding pass/card; metal detector; immi-
gration officer; domestic flight; departure lounge; departures board.
Ejercicio 11
1: You then go to the…

2: You then proceed…
3: The next step,…
4: Then you go through…
5: Finally, when your flight…
Ejercicio 12
They serve drinks and meals to passengers.

They help them to find the row and seat they are in.
They collect meal trays and empty glasses.
They assist with stowing baggage.
They make sure seat-belts are fastened.
They hand out landing cards.
They offer duty-free goods for sale.
2 I
They welcome passengers on board.

They get meals ready.
They serve tea and coffee.
They give the safety announcement.
They assist passengers leaving the plane
Suggested answer:
Firstly, the flight attendants welcome passengers on board, and they help them to find the
row and seat they are in. At the same time they assist with stowing cabin baggage. After this,
they check seat-belts are fastened. Before the plane takes off, they give the safety announce-
ment. Later on, when the plane has reached cruising speed, they get meals ready and serve
drinks and meals to passengers. As soon as they finish that, they serve tea and coffee. Once
passengers have finished their meals, they collect meal trays and empty glasses. Next, they
offer duty-free goods for sale. The final stage is to assist passengers leaving the plane.
The missing step is: They hand out landing cards.
(1) upright; (2) seat belts; (3) folded away; (4) aisles; (5) placed/put/stowed; (6) lockers;
(7) switched off; (8) being; (9) drop; (10) mouth; (11) helping; (12) stowed; (13) life jacket;
(14) bow; (15) toggle; (16) mouthpiece; (17) Do; (18) evacuation ramp; (19) reminded; (20)
allowed.
Ejercicio 15
Pilot: Good morning. As soon as we receive permission from air traffic control, we will
be taking off.
Pilot: We will be flying at a height of 33,000 feet.
Pilot: We will be going down the west coast of Morocco and then across to Gran Ca-
naria.
Purser: I am your purser today. We will be showing the film which is called Madagascar.
The cabin crew will be handing out headphones in a few minutes. The price is €3.
Purser: After that the cabin crew will be coming round with drinks. Then we will be serv-
ing lunch.
Purser: Before landing we will be going through the cabin with duty-free goods.
Purser: We will also be giving out landing cards.
Pilot: We will be landing in fifteen minutes. The temperature in Las Palmas is 27 degrees
celsius. We hope you have a good holiday in the Canaries.
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Air travel 81 2
Ejercicio 16
1. True. The aim of the customs officers is to protect UK borders; 2. True.You can only
bring in alcohol for presents or for your own use; 3. True. You have to use the red point
phone; 4. False. Only passengers from the EU can go through the blue channel; 5.
True. Morocco is outside the EU; 6. False. The Canary Islands are outside the community
customs territory for alcohol and tobacco;
Ejercicio 17
(1) had never flown; (2) was going; (3) had been told / was told; (4) to worry; (5) got; (6)
found; (7) went; (8) showed; (9) Did you pack; (10) did; (11) gave; (12) pointed; (13) are
sitting / will be sitting; (14) will be; (15) lands; (16) to go; (17) had / would have; (18)
going; (19) was looking; (20) heard; (21) was delayed / would be delayed; (22) had forgot-
ten; (23) to tell; (24) had promised; (25) was finally called; (26) boarded; (27) didn’t take;
(28) had phoned / phoned; (29) was arriving / would arrive / would be arriving.
Ejercicio 18
2 I
ACTIVIDADES
1. Oral activity. Using this map of a terminal building and the sequence linkers below de-
scribe the stages followed by a passenger from the moment he / she arrives at the air-
port until he / she boards the plane (say what happens at each of the places shown on
the map).
afterwards as soon as once eventually
Heathrow Airport Terminal 4

Departures Area Map
(Source: http://www.airwise.com/airports/europe/LHR/LHRterm_maps.html)
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Air travel 83 2
BIBLIOGRAFÍA
HINTON, M. & MARSDEN, R. (1985). Written work: connecting ideas (2). En Options. Ad-
vanced English (p. 64). Surrey: Nelson.
http://arts.guardian.co.uk/critic/feature/0,,1708511,00.html
http://customs.hmrc.gov.uk/channelsPortalWebApp/channelsPortalWebApp.portal?_nfpb=
true&_pageLabel=pageVAT_ShowContent&id=HMCE_CL_001734&propertyType=do-
cument)
http://www.airwise.com/airports/europe/LHR/LHRterm_maps.html
http://www.guardian.co.uk/business/2009/mar/05/ryanair-toilet-charge?INTCMP=ILC-
NETTXT3487
http://www.guardian.co.uk/money/2010/sep/08/ryanair-axe-unnecessary-co-
pilots?intcmp=239
http://www.ukinspain.com/english/consularServices/becareful.asp
http://www.wikipedia.com
EASTWOOD, J. (1999). Phrasal verbs. En Oxford Practice Grammar (pp. 308-317). Oxford:
— (1999). Prepositional verbs. En Oxford Practice Grammar (pp. 304-305). Oxford: Oxford
University Press.
HARDING, K. (1998). Air travel. En Going International. English for Tourism (pp.60-73). Oxford:
JACOB, M. & STRUTT, P. (1997). Transport. En English for International Tourism (pp. 56-59).
Essex: Longman.
MURPHY, R. (1994). Phrasal verbs. En English Grammar in Use (2ª ed.) (pp. 272-273). Cam-
SWAN, M. (1980). Verbs with prepositions and particles. En Practical English Usage (pp. 611-
612). Oxford: Oxford University Press.
2 I
Choose the correct answer. Only one answer is correct.
1. If you like to stretch your legs during a flight, you would probably ask for a (an)
________________ seat.
A middle B window C aisle D corridor
2. Can you find out what time the last flight to Madrid _______________ ?
A leave B gets off C does take off D takes off
3. If you have a lot of luggage, you will probably have to pay ____________ __________.
A excess baggage B overweight charge C extra charge D baggage tax
4. The person who is in charge of the flight attendants is the _______________ .

A flight steward B purser C the head steward D the headmaster
5. The check-in clerk will put ____________ _______________ on your case to show where
it must go.
A baggage checks B luggage tags C baggage tickets D destination tags
6. We’ll be travelling from Madrid to Paris on Iberia and then we’ll take a ______________
flight to Toulouse on Air France.
A national B domestic C home D local
7. I’m going to put my hand luggage in the _____________ _______________ .

A hold B overhead C overhead locker D above
cupboard compartment
8. British Airways would like to ____________ for the delay on flight BA 631 to Los Angeles.
A sorry B regret C apologise D announce
9. Iberia _______________ to announce the delay of flight IB 751 to Buenos Aires. This is
due to the late arrival of the incoming aircraft.
A are pleased B sorry C afraid D regret
10. When all the passengers are in their seats, the flight attendant gives the ____________
_________________ to tell them what to do in case of an emergency.
A safety card B safety C security D emergency plan
announcement announcement
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Air travel 85 2
11. During the flight passengers travelling to London from outside the European Union have
to fill in _______________ _______________ .
A immigration notes B immigration papers C landing forms D landing cards
12. On our way to Vietnam we ______________ _______________ in Rome.

A stopped over B stopped down C took down D took off
13. Two passengers had been given the same seat so the flight attendant had to ____________
_______________ _______________ . She put one of the passengers in business class.
A sort out it B sort it out C sort to it D sort it over
14. When I left to spend a year in Cambodia, some of my friends went to the airport to
______________ _______________ _______________ .
A see off me B see me off C say goodbye me D see to me
15. The plane goes along the _______________ before it takes off.
A runway B track C path D stretch
16. Before landing, you should make sure your seat is in the _______________ position.
A straight B vertical C back D upright
17. You may be stopped at _______________ if they suspect you are carrying illegal items
into the country.
A channels B customs C custom D immigration
18. The amount of goods you are allowed to bring into a country is known as your
_______________ .
A permission B concession C allowance D quota
19. When you arrive at your destination, you pick up your luggage from the ____________
_____________ .
A scales B customs officer C hold D conveyor belt
20. Goods may be seized at customs means that they may be _______________ .
A confiscated B given back C checked D labelled
2 I
1. C
2. D
3. A
4. B
5. B
6. B
7. C
8. C
9. D
10. B
11. D
12. A
13. B
14. B
15. A
16. D
17. B
18. C
19. D
20. A
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Air travel 87 2

air-traffic controlller controlador de tráfico aéreo
aisle pasillo
allowance cantidad permitida
announcement aviso, anuncio
baggage claim area zona de recogida de equipajes
baggage claim receipt resguardo de equipaje
bar code código de barras
bid intento de buscar
boarding gate puerta de embarque
boarding pass/card tarjeta de embarque
bow lazo, nudo
cabin crew tripulación de cabina
carousel cinta de recogida de equipaje
check control, revisión
cigar puro, habano
cigarillo puro delgado, cubanito
civic-minded (adj.) respetuoso/a con la ciudadanía
cockpit cabina de mando
complimentary gratis, de cortesía
concealed (adj.) oculto/a
(departure) concourse sala de facturación
conveyor belt cinta transportadora
cruising speed velocidad de crucero
Customs aduana
customs officer / official agente / oficial de aduana
daunting (adj.) sobrecogedor
departure lounge sala de embarque
departures board panel de salidas
device dispositivo, aparato
domestic flight vuelo nacional
environmentally friendly (adj.) repetuoso/a con el medioambiente, ecológico/a
escalator escalera mecánica
e-ticket billete electrónico
2 I
evacuation ramp rampa de evacuación

excess baggage exceso de equipaje
fabric tela
flight attendant auxiliar de vuelo
flight deck cabina de mando
frill volante (de tela)
galley cocina (en un barco o avión)
gate puerta
ground staff personal de tierra
high-heeled (adj.) de tacón alto
hold bodega (del avión)
huge (adj.) enorme
immigration card tarjeta de inmigración
immigration officer oficial / agente de inmigración
incoming (adj.) que llega
landing card tarjeta de desembarque
latter el último, el segundo
life jacket chaleco salvavidas
likely (adj.) probable
linker conector
lounge sala
mouthpiece boquilla, tubo
movable ramp rampa móvil
offence infracción, delito
overheads gastos fijos
overhead locker compartimento superior
overweight (adj.) más pesado/a de lo permitido
port oporto
procedure procedimiento
purpose-built (adj) hecho para un fin específico
purser sobrecargo
restricted (adj.) restringido/a, limitado/a
row fila
runway pista de aterrizaje
safety card instrucciones de seguridad
scale balanza, pesa
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Air travel 89 2
screen pantalla
seagull-wing ala de gaviota
seat belt cinturón de seguridad
security check control de seguridad
security officer agente / oficial de seguridad
sequence serie, secuencia
sherry jerez
sparkling wine vino espumoso
spirits bebidas alcohólicas, licores
spur (on the spur of the moment) sin pensarlo
still table wine vino de mesa sin gas
supply suministro
tag etiqueta
toggle anilla
tray bandeja
trolley carrito
unattended (adj.) sin vigilancia
unlicensed (adj.) ilegal, no autorizado/a
unlikely (adj.) poco probable
upright (adj.) vertical
voucher vale
whistle silbato
Verbs
to allocate asignar
to announce anunciar, comunicar
to assist ayudar
to back up respaldar
to beep pitar
to board embarcar
to charge cobrar
to ditch dejar a un lado
to divert desviar
to drop down caer
to fasten abrochar
2 I
to fit caber
to fold away plegar
to give rise to causar
to give out distribuir
to hand over entregar
to knock over tirar al suelo
to land aterrizar
to pack hacer el equipaje, empaquetar
to point out señalar
to prevent impedir
to pull up subir
to put out apagar
to put up alojar
to regret lamentar
to remove quitar
to report presentarse
to see off despedir
to seize confiscar
to set out marchar
to slip over deslizar sobre
to smuggle llevar como contrabando
to sort out resolver
to spend a penny ir al baño
to stash meter a escondidas
to stow guardar
to submit presentar
to switch cambiar
to taxi rodar por la pista
to touch down aterrizar
to turn up aparecer
to weigh pesar
Tourist information and guided tours
3 Unidad
de Aprendizaje
PRESENTACIÓN
Esta unidad de aprendizaje abarca el tema de la información turística y los recorridos guia-
dos. Por ello se trata el léxico relativo a atracciones y lugares de interés turístico, al igual que
el vocabulario relacionado con actividades de ocio y deportes y el de los folletos turísticos. Se
centra también en el lenguaje necesario para describir lugares, monumentos y objetos y para
explicar itinerarios utilizando un vocabulario y unas formas gramaticales apropiadas. Las es-
tructuras gramaticales abordadas por su importancia en este campo son las construcciones
utilizadas en descripciones para dar medidas, las oraciones condicionales, las formas de sugerir
y recomendar. Se profundiza en el uso de la pasiva para dar información y en el uso de adje-
tivos descriptivos, y se repasan las oraciones relativas.
OBJETIVOS
• to focus on terminology related to tourist attractions and facilities

• to become familiar with language used to describe leisure activities and sports
• to review expressions of advice and suggestion
• to be able to write a tourist information leaflet
• to get practice in giving measurements
• to focus on the language used in guiding
• to get to know how to give a commentary on a guided tour
• to revise the use of descriptive adjectives
• to focus on conditional sentences
• to review the use of defining and non-defining relative clauses
• to practise the use of the passive voice to give factual information
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Focus on language Lexis

Conditional sentences Tourist attractions and facilities
Measurement and dimension Leisure activities and sports
Making suggestions and recommendations Descriptive adjectives
(review)
Guiding Language Functions and specific skills
Relative clauses Giving advice and suggestions on leisure ac-
Passive voice for giving facts tivities
Writing a tourist information leaflet
Describing leisure activities
Giving a commentary on a guided tour
Focus on language
Conditional sentences
Measurement and dimension
Making suggestions and
recommendations (review) Functions and specific skills
Guiding language Giving advice and suggestions on
Relative clauses leisure activities
Passive voice for giving facts Writing a tourist information leaflet
Describing leisure activities
Giving a commentary on a guided
Lexis
tour
Tourist attractions and facilities
Leisure activities and sports
Descriptive adjectives
Tourist information and guided tours 95I 3
Lexis ATTRACTIONS
1. Match the attractions on the left with the definitions on the right.
Casino a) place showing objects of historical or scientific interest

Theme park b) exhibition of figures made in wax
Art gallery c) place of entertainment offering a show, dancing etc.
Archaeological site d) place where people go to gamble
Stately home e) open air market selling cheap and second hand goods
Waxworks f) place with remains of an ancient culture
National park g) area with activities, displays etc. based on one subject
Zoo h) large mansion open to the public
Museum i) area of scenic or environmental importance
Flea market j) place where paintings, sculptures are exhibited
Night club k) place where animals are on show to the public
2. Fill in the gaps with the above attractions. You will have to use the plural form of
some of them.
1. We went to visit some Roman remains on one of the most famous ....................
.................... in Europe.
2. Hampton Court is a famous .................... .................... .
3. Ibiza is well known for its .................... .................... and beaches.
4. When you go to a ...................., you mustn’t touch the exhibits.
5. The first .................... .................... were set up in the United States back in the nineteenth
century.
6. Disneyland is the most famous of all .................... .................... .
7. He won a lot of money at the .................... last night.
8. We got some great bargains at the ................... .................... in the main square.
9. There are many famous people represented in the ........................................ . One of the
most famous is Madame Tussauds in London.
10. You are not allowed to feed the animals at the .................... .
11. El Prado is one of the best .................... ................... in the world.
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3. Listen to a description of two attractions in the London area and say whether the
statements are true or false. If they are false explain why. (track 8)
Attraction 1
1. Hampton Court is a stately home.
2. It has been closely linked to British history.
3. The paintings are not on view to the public.
4. You will need a minimum of three hours to see the palace.
5. You can get help to plan your tour at the ticket office.
6. Hampton Court is closed on Mondays.
7. You are allowed in to see Hampton Court an hour before it closes.
8. If you are over 65 you can get a reduction.
9. If you come by car, parking is free.
10. If you come by train, the problem is that you have to walk a long way from the station.
Attraction 2
1. Kew Gardens have been a World Heritage Site since the sixties.
2. The gardens are in the centre of London.
3. You are not advised to go there by car as there are no car parks.
4. The underground is the best way to get there if you are
coming from central London.
5. Take a train going to Wimbledon.
6. You can also get to the gardens by boat during the summer.
7. The gardens are at their best in spring.
8. On weekends and bank holidays the gardens open half an hour later.
9. The restaurants are open from 10.00 am to 7.30 pm.
10. Children can get in half price.
Lexis SPORTS AND LEISURE ACTIVITIES
Wherever people travel on holiday, more and more activities and sports are offered, from
typical sports like ice-skating and windsurfing to new activities like snow tubing or heliskiing.
All these activities and sports involve an enormous number of words.
On the one hand, we have the name of the sports or activities themselves. Here is a list
of some of them:
parachuting, scuba diving, trekking, bowling, mountaineering, snorkelling, waterskiing,
bodyboarding, roller/ice skating, rowing, ballooning, canoeing, jet skiing, mountain biking,
windsurfing, abseiling, paragliding, kite boarding, sky diving, skiing, sailing.
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Tourist information and guided tours 97 3
Don’t forget. Sports ending in –ing use the verb go in front: go sailing, go fishing, go camping,
etc. Eg: The tourists went scuba diving yesterday morning.
On the other hand, it is also important to know the name of the place where the sport is
carried out, as these names vary from one sport to another.
a tennis / squash / badminton / basketball /… court
a football / cricket / rugby / … pitch
ice / skating rink
a golf course
a running / motor racing / athletics / …track
a camp site
a bowling alley
a ski / toboggan run
a swimming pool
4. Here are the clues to a puzzle about this. Find out what they are and put the words
in. Remember if the answer consists of 2 words, there is a space in the middle.
Across
2. If you want to train to run a race, you might want to go to one of these.
5. If you want to play a game in which two or four players have a racket and there is a net
in the middle, you would go to one of these.
7. There are two goalposts at each end of this and eleven players on each team.
8. People who love nature may prefer to stay at one of these instead of a hotel.
9. You play a game of water polo in it.
10. You play golf there.
Down
1. If you want to skate, you go there.
3. Many people who care about the environment are complaining that the mountains are
covered in these.
4. The game in which you have to get a ball through a high net at each end is played on
this.
6. A game rolling a ball down a long lane to knock down ten pins is played there.
11. Fernando Alonso drives his car around this.
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5. Here are some terms used in some of the most common sports. Choose a word
from the box to fill in the gaps in the sentences below.
net kick-off won handicap sets nil

scored draw score love beat
1. In a football match, if each team scores two goals, the result is a _______________ .
2. Barcelona __________________ Chelsea in the Champions League.
3. In a game of tennis, if one player wins the first point, the score is fifteen ________ .
4. Yesterday Real Madrid __________________ three goals and Manchester United one
so Real Madrid __________________ .
5. If one football team gets three goals and the other team doesn’t get any, the score is 3
_________________ .
6. In the basketball match on Saturday the final __________________ was 76 to 59.
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7. A tennis match can be either the best of three __________________ or the best of
five.
8. Another word for the start of a football match is the __________________ .
9. You know more or less how good a golf player is by his __________________ .
10. Two teams of volleyball players have to get the ball over a high _______________ .
Focus on language MAKING RECOMMENDATIONS (review)
Both in Inglés Turístico I (module 6) and in Inglés Turístico II (module 2) we have dealt
with expressions used for making recommendations and suggestions. The main forms are:
If I were you, I’d …
If I were you, I’d visit the botanical garden.
I (would / can) recommend noun (phrasal noun)
+ or
May / might / I suggest -ing
May I recommend the excursion to the temples? They are worth visiting.
May I suggest going to the National Gallery? It’s marked on the map.
I recommend/I suggest the Chinese restaurant on the corner.
I recommend / suggest going to the Chinese restaurant on the corner.
When we want to mention the person we recommend or suggest something to, we use
the following structure:
I (would) recommend + person + to-infinitive
I (would) suggest (that) + person + infinitive (without to)
I/I’d recommend you to take a taxi. It’s not so expensive.
I/I’d suggest you take the train. It’s a nice journey.
Other forms are also used to recommend something. Most of them are followed by either
a phrasal noun or the –ing form.
Why don’t you try
What about
+ -ing / noun
How about
Have you thought of
Why don’t you try renting a car? You can see more like that.
How about going shopping? There’re lots of beautiful shops round here.
What about playing golf ? There’s an 18-hole golf course by the sea.
Have you thought of camping? The camping site by the mountain is well equipped.
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Why not + infinitive (without to)

Why not go to the theatre? There are good performances this week.
Modal verbs are followed by the infinitive without to.
You could always go to the beach.
Other structures are:

You might like to spend the afternoon in the city.
The best thing is/would be to be at the station at two o’clock.
It’s better to buy the tickets the day before.
6. Listen to eight enquiries at a Tourist Information Centre in London and write down
what each person is interested in doing: (track 9)
Enquiry 1) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 2) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 3) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 4) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 5) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 6) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 7) ……………………………………………………………………………
……………………………………………………………………………………….
Enquiry 8) ……………………………………………………………………………
……………………………………………………………………………………….
In the second part write down the place recommended

Enquiry 1) ……………………………………………………………………………
Enquiry 2) ……………………………………………………………………………
Enquiry 3) ……………………………………………………………………………
Enquiry 4) ……………………………………………………………………………
Enquiry 5) ……………………………………………………………………………
Enquiry 6) ……………………………………………………………………………
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Enquiry 7) ……………………………………………………………………………
Enquiry 8) ……………………………………………………………………………
Listen to the second part again and write down the linguistic form used to suggest
or recommend
Enquiry 1) ……………………………………………………………………………
Enquiry 2) ……………………………………………………………………………
Enquiry 3) ……………………………………………………………………………
Enquiry 4) ……………………………………………………………………………
Enquiry 5) ……………………………………………………………………………
Enquiry 7) ……………………………………………………………………………
Enquiry 8) ……………………………………………………………………………
………………………………………………………………………………………
Focus on language MEASUREMENT AND DIMENSION
We use the verb be to talk about measurement and dimension (height, length, weight, size,
shape, etc.). Adjectives come after the measurement noun in most of these expressions.
The beach is three kilometres long.
The hotel is 50 metres high.
The swimming pool is two metres deep.
There are other forms to express measurement, but they are not very usual:
The beach has a length of three kilometres.
The beach is three kilometres in length.
The hotel has a height of 50 metres.
The load is 3 tons in weight.
The questions would be:

How long is the beach?
How high is the hotel?
How deep is the swimming pool?
How heavy is your suitcase?
Other forms are also possible, although they are far less frequent:
What is the length of the beach? / What length is the beach?
What is the weight of the suitcase? / What weight is the suitcase?
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7. Read this fact sheet and ask questions for each piece of information. The first ques-
tion should be direct and the second one indirect. Then, write the answers. Use the
most frequent forms for both the question and the answer.
Eg. Length of bridge

How long is the bridge?
Could you tell me how long the bridge is?
The bridge is 8,981 feet long.
The Golden Gate Bridge
Location of bridge: San Francisco, California, USA

Construction Commenced: Jan 5, 1933
Chief Engineer: Joseph B. Strauss
Bridge Type: Suspension
Bridge opened to vehicles: May 28, 1937
Total length: 8,981 feet
Overall width: 90 feet
Total weight of bridge: 894,500 tons / 811,500,000 kg
Total cost: $35,000,000.
Height of towers above water: 746 feet
(Source: http://www.inventionfactory.com/history/RHAbridg/)
8. Complete the following dialogue in a Tourist Information Centre
Tourist Information Clerk: Can I help you, sir?

Tourist: _________________________________________________________ ?
Tourist Information Clerk: El Corte Inglés is the best place. It´s a department store.
_________________________________________________________________ ?
Tourist: No, I’m afraid not. This is my first visit to Las Palmas.
Tourist information clerk: It’s near the port area in a street with a lot of shops called
Mesa y López. It´s also quite near Las Canteras beach.
Tourist: __________________________________________________________ ?
Tourist information clerk: About ten minutes by taxi. Or twenty minutes by bus.
Tourist: ___________________________________________________________ ?
Tourist information clerk: From here to Mesa y López will cost you about 5 euros.
Tourist: Oh, that’s not bad, I’ll take a taxi then.
___________________________________________________________________?
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Tourist information clerk: Yes, it´s got 2 parts – one for clothes etc. and one for
household goods.
Tourist: That sounds just what I want.
___________________________________________________________________?
Tourist information clerk: Oh yes, it´s definitely worth going to see and you could
also have a swim. There are changing rooms on the promenade.
Tourist: ___________________________________________________________?
Tourist information clerk: Go out of Corte Inglés by the back door. Turn right and
then immediately left and keep walking until you come to the beach.
Tourist: ___________________________________________________________?
Tourist information clerk: About 750 metres.
Tourist: Oh, that’s not far. I like walking anyway. Thank you so much for your help.
I’m sure I’ll find it.
__________________________________________________________________ ?
Tourist information clerk: Yes, of course, sir. I can give you this map free and
there’s also a guide-book which is very useful.
Tourist: ___________________________________________________________ ?
Tourist information clerk: €5.50.
Tourist: I’ll take it. Thanks very much for your help.
Focus on language CONDITIONAL SENTENCES
We can use if in many different structures and situations in the past, present and future.
Most students are taught that there are three types of conditional sentences plus a zero
conditional.
Zero conditional: we use this conditional to state simple facts and truths. It is formed by
using two present tenses: If + present simple + present simple.
If you book a holiday over the Internet, you pay less.
First conditional: we use the first conditional when we think something is likely to happen
as the result of a future event. It refers to a real situation. We use if + present simple + will
+ infinitive or if + present simple + imperative.
If you go by taxi, you’ll get there in time to catch the plane.
If you go by bus, get off at the park.
Second conditional: this conditional is used when we want to talk about an event which
is less likely to happen, or which is impossible. We use if + past simple + would + infinitive.
If you had a car, you would be there in an hour. (but you haven’t got a car)
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It can also make a suggestion or recommendation sound less definite and therefore more
polite.
If I were you, I would visit the cathedral.
We frequently use ‘were’ instead of ‘was’ especially in written English although in spoken
English it is also considered more correct.
Third conditional: we use this conditional when we want to talk about an unreal past sit-
uation. All events are in the past and nothing can be done to change this; however, we imagine
what the opposite might have been. We use if + past perfect + would have + past participle
If I had known you were arriving late, I would have kept the room. (I didn´t know and I didn´t
keep the room).
These conditional sentences are virtually the same as in Spanish and therefore should not
cause any real problems, apart from the use of the indicative instead of the subjunctive. Some
problems do arise in the third type of conditional because of an incorrect use, in some parts
of Spain, of hubiera instead of habría in the main clause.
e.g. Si hubiéramos reservado antes, nos hubieran dado una habitación mejor.
Instead of:
Si hubiéramos reservado antes, nos habrían dado una habitación mejor.
However, there are many variants either using modals or mixing the tenses in what are
sometimes called “mixed conditionals”.
In the case of modals, a standard conditional sentence can have different forms:
If you have a room overlooking the beach, the rate will be higher.
If you have a room overlooking the beach, the rate could be higher.
If you have a room overlooking the beach, the rate may be higher
Mixed conditional sentences are used when the time in the ‘if ’ clause is not the same
as the time in the main clause. For example:
If we had taken his advice, we would be back at the hotel now.
You wouldn’t be sun burnt, if you hadn’t sat on the beach all day.
In these sentences, the time is past in the ‘if’ clause, and present in the main clause so we
are mixing the second and the third types.
Other examples of mixed conditionals are:
She would have travelled all over the world if she wasn’t afraid of flying.
If I didn’t like shellfish, I’d have chosen something else.
In these sentences the time in the If-clause is now or always, and the time in the main clause
is before now.
There are also a number of what are known as polite conditionals. These are usually re-
quests + offers and can have ‘will’, ‘would’ or ‘could’ in the ‘if ’ clause. The adding of the
word just makes it even more polite.
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If you will/would (just) sign here, I’ll put the dinner on your account.
If you would (just) like to have a look at the map, I’ll show you where it is.
If you could (just) leave me your passport, I’ll give it back to you tomorrow.
We can also use ‘should’ to make a conditional more polite and convey the idea of ‘by any
chance’.
If you should have any problems, please call reception. (this is more polite than ‘if you have’)
It can in fact be made even more polite by inverting ‘should’ and the subject and removing
the ‘if ’.
Should you have any problems, please call reception. (this pattern is frequently used in formal
letters or e-mails)
This form of inversion can also be used in the third type of conditional. It makes the sen-
tence more formal or less probable. We invert the subject and the auxiliary verb and we omit
‘if ’. Here are some examples:
If you had complained on the spot, it would have been better.
Had you complained on the spot, it would have been better.
In negative clauses with inversion, contracted forms are not used:
Had you not paid the bill, you could have lodged a formal complaint.
Other ways of forming a conditional are by using ‘unless’ (if…. not) and ‘providing’/
’provided’, ‘as/so long as’, ‘on condition that’.
You can’t go on the excursion to Lanzarote, unless you book today. (or… if you don’t book)
You can visit the museum providing/provided you get there before 4 p.m.
You can go to see the museum as long as you don’t touch the exhibits.
Children can go to the water park on condition that they are accompanied by an adult.
9. Fill in the blanks with the verb in the correct form.
1. If it………….. (rain) tomorrow, we won’t be able to go on the excursion to the moun-

tains.
2. If you put the card in the slot, the door…………… (open).
3. If you …………… (complain) when you were in the resort, it would have been much
better.
4. I …………… (give) you a map of the city, if you need one.
5. If I …………… (know) the opening hours of the museum, I would tell you.
6. If you …………… (need) any help, please let me know.
7. I would go to the evening performance, if I …………… (be) you.
8. If you had booked the room in advance, we …………… (not have) this problem now.
9. If you………………. (not know) what to do, you could go to the cinema.
10. If you are going on the excursion to the mountains, …………… (take) warm clothes.
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10. State whether the parts of the sentence in bold are correct or not. Correct the ones
that are wrong.
1. If you will give me your credit card, I’ll take down the details.
2. If you want to see the beach, take a number one bus.
3. If anyone will phone me, please call my room.
4. The guide would have been here, if she would receive the message.
5. Should you need any more information, call us on 037 548721.
6. You won’t be able to hire a car unless you are over twenty one.
7. You can go in to see the famous painting provided you pay the entrance fee.
8. If you have a car, you would have been able to go to the national park.
9. We would be grateful if you could vacate the room before 12 p.m.
10. If she liked sun and beach holidays, she would have gone to the Costa del Sol.
11. If you had given your name and fax number, I’ll send you confirmation of your
booking.
12. I would have got you a theatre ticket, if I would have known where you wanted to
sit.
TOURIST LEAFLETS
11. Read this leaflet with information about London provided by Lonely Planet and
thisislondon.co.uk for tourists visiting the capital city and answer the questions that
follow.
London is changing and it’s changing fast. Look across the

skyline and you will see not only the familiar landmarks but also
extraordinary new buildings such as the Swiss Re Tower, known
as the “Gherkin” because of its shape, and the new County Hall,
quietly gazing over the river Thames.
Take a ride on the London Eye, the world’s largest observation
wheel offering a spectacular view over the city. Take in over 55
of London’s most famous landmarks. At the heart of London is
(Source: google.com) Soho and its mix of narrow streets and alleys, trendy shops,
elegant bars, and theatres. Notting Hill, well-known from the
movie of the same name, attracts ever increasing numbers of visitors. Despite this, it has
managed to retain its character of an eccentric village.
Over the next two decades, London will experience new development on a scale unseen
since the days of Queen Victoria largely due to the 2012 Olympics.
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Places to See
There aren’t many cities with as many sights as London. Big Ben, Tower Bridge, The Tower
of London, Hyde Park, Buckingham Palace, St Paul’s Cathedral to name but a few. They
are all worth visiting — a “must” if you´ve never been to London.
There are so many places to visit, it is impossible to list them all. The city boasts
some of the world’s greatest museums and art galleries. You can’t leave London without
paying a visit to the British Museum or the National Gallery. After all the sightseeing you
can always unwind in one of London’s many parks. It has, in fact, more parkland than most
other capitals.
When to Go
London is a year-round tourist centre, with few of its attractions closing or significantly
reducing their opening hours in winter. Your best chance of good weather is, of course, at
the height of summer in July and August, but there’s certainly no guarantee of sun even in
those months - plus it’s when you can expect the biggest crowds and highest prices.
Places to Eat
It may surprise you to hear that Britain’s favourite food is - Chicken Tikka Masala. The
popularity of Indian cuisine means that you will find Indian restaurants in practically every
neighbourhood in London. Traditional English restaurants are much rarer but English cuisine
has, however, seen a revival in the restaurants and recipes of celebrated chefs with their avant-
garde cuisine.
If you’re on a budget, you needn’t spend big money to eat well as long as you do a bit of
research before setting out.
Places to Shop
London is a Mecca for shoppers. No trip to London is complete without spending a

day shopping in the West End. Whether you like designer labels, refined classic cuts, or
cutting-edge street wear, London has it all. Make sure your plastic is in a healthy state before
you set off on an expedition; shopping, like most of London’s pleasures,
doesn’t come cheap. However, if you are hunting for bargains, don’t miss
Camden market, Brixton market or Portobello market, most popular at
week-ends.
Night Time Venues
Choosing how to entertain yourself in London can be daunting. Londoners

are not just into music, the truth is they’re mad about it, and their sheer love
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and enthusiasm for music has played a large part in creating what is undoubtedly one of the
most vibrant club scenes in the world, with venues ranging from mega big, ultra-sleek designed
clubs to small DJ bars.
Events Overview
There are countless festivals and events in London. It all starts with the New Year’s Eve
fireworks and street party in Trafalgar Square, followed by the New Year’s Day Parade. On
Shrove Tuesday pancake races are held in Covent Garden, and in early May more serious racers
take part in the London Marathon. If you like flowers, the Chelsea Flower Show, held in the
last week of May, is a must.
Trooping the Colour, the Queen’s birthday parade, is held in June. Wimbledon starts in
the last week of the same month and London Pride, Europe’s biggest gay and lesbian festival,
also hits the streets. The noisy Notting Hill Carnival takes over the streets at the end of August.
Things wind down as the weather gets colder, though there are plenty of bonfires on Guy
Fawkes Night, on the 5th of November. The Lord Mayor’s Show is held in late November,
complete with floats, bands and fireworks. Trafalgar Square lights up in December with the
Lighting of the Christmas Tree. This is just a glimpse of the wide range of events that
London has to offer.
How to move around
The dirty, exasperating congestion of London streets makes both

driving and cycling an extreme sport. Sit back - in a classic red dou-
ble-decker, a Thames ferry or an elegant black cab - and let a native
negotiate the chaos on your behalf. London’s famous black cabs are
indeed excellent but expensive. Minicabs are cheaper competitors,
with freelance drivers, but you can’t flag them down on the street.
A good way to get about is on London’s legendary Tube. There are 12 lines: you’re sure to
come up against its notorious, infuriating inefficiencies, but in most cases it’s still the quickest
way to get about.
Walking
Since many of the main sights are relatively close together in central London, walking is
an excellent transport option. It will also give you a more coherent picture of the city than
travelling by Tube will.
(Sources: Adapted from http://www.lonelyplanet.com/worldguide/destinations/europe/england/london/

http://www.thisislondon.co.uk)
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a) What makes London one of Europe’s favourite urban destinations?
b) What makes Notting Hill particularly famous?
c) What event has given rise to a lot of changes in London?
d) Where can you relax when you get tired?
e) What is the best time to visit London?
f) Is it easy to find restaurants serving typical English food?
g) Why is London a Mecca for shoppers?
h) What do you know about Camden Market?
i) What is Shrove Tuesday?
j) Who was Guy Fawkes?
k) Why isn’t driving in London recommended?
l) What are London’s classic means of transport?
m) What are the advantages and the disadvantages of minicabs over black cabs?
n) What features are given of London’s tube?
o) Is walking a good option? Why?
12. Find words or phrases from the text which have the following meanings:
famous places
fashionable
is proud to have
going to see
relax
quarter/area
the latest trends in cooking
being careful how much you spend
the very latest fashion in everyday clothes
credit card
intimidating
place where an event is held
motor vehicle used in a parade
bus with two floors
to stop
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GUIDED TOURS
13. Complete this word tree with the expressions provided.
Types
of tour
Payment
Guided Places
tours
Documents
Coach facilities
half-day tour pick-up point toilets tailor-made tours

wine-tasting tour heating walking tour gratuity/tip
voucher commission cycling tour drop-off point
full-day tour reclining seats air-conditioning panoramic tour
cancellation charges coach tour mini-bus tour meeting point
commentary (in own language) entrance charges/fees
14. Complete these sentences with some of the previous expressions. You will have
to use the plural form of some of them.
a. Sometimes tour guides use _____________ instead of cash to take groups into famous
places.
b. You have to be at the ______________________ at 9:50 or you’ll miss the tour coach.
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c. The tour guide gave his __________________ in three languages.
d. Because of the extreme weather conditions in that area, all coaches provide both
________________ and ____________________ .
e. You don’t have to pay any more money as all the __________________________ are
included in the price.
f. The tourists were all very tired so they were glad that the coach got to the
__________________________ on time.
g. The guide used to stop at that souvenir shop because of the ________________ she
was given for each purchase.
h. He is such a good tour escort that he always receives ____________________ for his
services.
i. I like to start my holidays with a ______________________ to get a general impression
of the whole area.
j. This coach has _________________ and ________________________. This is why
it is used for overnight travel.
k. If you cancel the trip now, you’ll have to pay _____________________ .
l. It’s no problem; you can go on the ______________________ in the morning and
visit the museum in the afternoon.
m. May I suggest the __________________ instead? You only need a pair of comfortable
shoes.
n. All enologists enjoy this ___________________________ .
o. They offered me a _______________________, so that I could choose the sights I
wanted to visit.
Don’t forget. ‘Transfer’ is the trip from the visitors’ place of arrival to their hotel and
viceversa. Eg. The package tour includes transfer to and from the airport to the hotel.
Focus on language GUIDING LANGUAGE
There are many expressions used when guiding visitors. On the one hand, we find forms
used to indicate position:
In front of you / us is…
On your right / left is …
We are now passing …
We (shall) pass …and then go on to …
There you’ll see …
Now you can see …
We shall be seeing …
We shall then head for …
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We shall be travelling through / leaving …

On our way …
Our first stop …
When describing the places, monuments, etc. there are adjectives which make a guide’s
commentary more dynamic. They are often used in the superlative:
the magnificent …
(one of) the finest / the most beautiful / the best / the most famous …
Don’t forget. When a superlative is followed by a noun referring to a place, we always

use the preposition in; and if it is followed by a noun referring to a period of time we use
the preposition of. Eg. Here you can see one of the most beautiful sights in the world. The Abbey was
one of the most important religious institutions of the Middle Ages.
Dates are frequently given, so we will find expressions like:

in the early / mid / late (17th century)
dates back to …
dates from …
in the 40s /80s / in the forties / in the eighties
in (the year) 350 BC (“before Christ”)
in the third century AD (“after Christ”, from Latin Anno Domini)
This drawing dates from the early 15th century.
St Paul’s Cathedral dates back to the 17th century.
This museum on the right was built in the 60s.
The present perfect tense is very frequent, normally followed by the prepositions for and since:
The palace has stood here for over 500 years.
The Golden Gate Bridge has been standing since 1937.
The passive voice is used to give factual information:
Las Meninas was painted by Velázquez in 1656.
Westminster Abbey was designed in the early 1800s.
It is said to be the finest example of a Gothic cathedral.
They are said to have ruled the country for over a century.
Other frequent words and expressions include:
To house (The gallery houses more than 1,000 works of modern art)
To boast (The museum boasts some of Rembrandt’s best pictures)
To be famous for (It is famous for its rich collection of drawings)
To pick up (We’ll pick you up at your hotel at 9 a.m.)
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To drop off (We’ll drop you off at your hotel at 6 p.m.)
Exhibit (The Egyptian Museum in Cairo houses over 120,000 exhibits)
Work of art (Famous works of art should be carefully guarded)
o’clock sharp (Please be in the lobby at 10 o’clock sharp)
It was formerly a Benedictine convent but was transformed into a sumptuous pleasure palace.
We also find words that refer to periods of time and styles such as:
The Middle Ages
Roman times
Classical times
Ancient times
Gothic/Renaissance/Classical/Baroque/Modernist/… style
COMMENTARIES ON GUIDED TOURS
15. Listen to three introductory commentaries on three tours in and around Rome
and answer the questions that follow (track 10)
Tour 1
1. What kind of architecture will they be seeing on the walk?
2. Was the Palazzo Mattei di Pagganica built in Roman times?
3. What is the attraction in the Piazza Mattei?
4. What will they see in the Via della Reginella?
5. What was set up in the portico in the Middle Ages?
6. What does the guide ask the tourists to do?
Piazza Mattei
Tour 2
1. What will they see at Montecassino?
2. What was it famous for in the Middle Ages?
3. How did the manuscripts and treasures survive the attack by
the Allied forces during World War II?
Pompeii
4. How was Pompeii destroyed?
5. What will you be able to imagine as you walk around Pompeii?
6. What does the tour guide remind the tourists to do?
7. How long will the return journey take?
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Tour 3
1. Why was the Villa Adriana built and when?
2. What is the most attractive part of the Villa d’Este?
3. Which famous person lived there?
4. What will they do at the Lago Bracciano?
Villa Adriana
5. What time will they be dropped off at their hotels?
16. Read the tapescripts in the solutions and underline all the expressions you find
mentioned in the section on guiding language.
17. Expand the following notes to make sentences used in a commentary about Las
Palmas de Gran Canaria Cathedral.
a. front you / neoclassic / Santa Ana’s Cathedral

b. stand / here / since early 16th century
c. say / construction interrupted / several centuries
d. prolonged construction / mean / be / mixture architectural styles
e. boast / three naves / a transept
f. house / outstanding Gothic palm-shaped columns inside
g. Diocesan Museum / locate / south wing
h. sculpture of Christ / Chapter House / one best work/ Luján Pérez
Focus on language RELATIVE CLAUSES (review)
As it was explained in depth in Inglés Turístico II, module 5, there are two types of relative
clauses: defining and non-defining relative clauses. You may need to refer to this explanation
in order to do the following exercises.
Don’t forget that:

After a superlative, we use that not who or which with objects. That is also especially com-
mon after quantifiers like all, some(thing), any(thing), no(thing), every(thing), none, only, little, few,
and much.
It’s the most beautiful palace that I’ve ever seen.
It is one of the best tours that the company offers.
All the tours that are advertised in the brochure include half board.
Anything that is valuable should be put in the hotel safe.
The only place that we do not visit is the castle.
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18. Match these expressions to make relative sentences.
a) The rural house 1. who came with us yesterday.

b) They told me the reason 2. which is within walking distance.
c) I met the guide 3. who is a very nice person.
d) I met Mrs Smith, 4. which has a population of
more than three million.
e) Mrs Smith, 5. we stayed at was charming.
f) She wants to visit the National Gallery, 6. that is within walking distance.
g) She wants to visit the museum 7. who is staying in room 123, is here.
h) She wants to visit Sydney, 8. they wanted to travel by boat.
19. Fill in the gaps with relative pronouns. If no relative pronoun is necessary, leave
it blank. In some sentences you will have to put in commas in order for the sentence
to make sense.
1. Howard Carter ___________ was an English archaeologist discovered the tomb of

Tutankhamun in 1922.
2. The job ___________ Carter had done previously on excavations in Middle Egypt
gave him invaluable experience.
3. On November 1st 1922 he came across the stone staircase _______________ led to
Tutankhamun’s tomb.
4. On February 16th 1923 he got his first glimpse of the sarcophagus in ___________
Tutankhamun lay.
5. It was the best preserved and most intact pharaonic tomb ___________ had ever been
found in the Valley of the Kings.
6. Tutankhamun’s mask ___________ is in the Egyptian Museum in Cairo is made of
solid gold.
Focus on language PASSIVE VOICE FOR GIVING INFORMATION
20. Read the following passage and.
1) Underline all the verbs in the passive voice. How many are there?
2) Write questions for the answers provided.
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THE VALLEY OF THE KINGS
The Valley of the Kings is an isolated valley on the west

bank of the Nile in Egypt, close to Thebes (modern day
Luxor). It is separated into the East and West valleys, the
former containing the most important royal burial sites. The
tombs were built to bury the Pharaohs and powerful nobles
of the New Kingdom from approximately 1539 to 1075 BC
and the valley contains some 64 tombs. These beautifully
painted tombs have been designated a World Heritage Site
by UNESCO and make up the world’s most magnificent burial ground. They followed a
similar layout and were designed to resemble the underworld with a long corridor cut into
the rock descending to the burial chamber. The colourful paintings
and reliefs were taken from ancient theology and were meant to help
the pharaoh on his journey into the next life.
Perhaps the most famous discovery of modern Western archaeo-
logy was made by Howard Carter on November 4, 1922, namely the
tomb of Tutankhamun. It was well hidden and was situated below
the much grander tomb of Ramses VI, which no doubt prevented
tomb robbers and archaeologists from finding it earlier. Tutankhamun
was a rather minor king so it is thought that judging by the incredible
treasures that were found in the tomb, fabulous wealth must have been
stolen from the tombs of more significant pharaohs. Some members
of the archaeological teams led by Carter and later archaeologists
contracted local lethal viruses through food or animals (particularly
insects), resulting in the infamous “Curse of the Pharaohs” modern legend.
(Adapted from Lonely Planet and http://en.wikipedia.org/wiki/Valley_of_the_Kings#East_Valley)
Questions:
1) _______________________________________________________________?
For the Pharaohs and powerful nobles of the New Kingdom.
2) _______________________________________________________________?
About 64 .
3) _______________________________________________________________?
To resemble the underworld.
4) _______________________________________________________________ ?
To help the pharaoh on his journey into the next life.
5) _______________________________________________________________ ?
On November 4th 1922.
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6) _______________________________________________________________ ?
Because the tomb of Ramses VI prevented people from finding it earlier.
7) _______________________________________________________________ ?
Because Tutankhamun was only a minor king.
8) _______________________________________________________________ ?
Because some archaeologists caught viruses.
As we have already seen in Inglés Turístico II, module 2, the passive voice is used when
the action is more important than the person or thing that does it, and, especially, in written
texts. This is why this voice is so frequent when giving information.
The tour is conducted by a local guide.
The visitors will be taken back to the hotel.
The tourists are picked up at the pick-up point at 8:45 a.m.
We have also seen that it is very frequent when giving information in commentaries on
guided tours.
St Paul’s Cathedral was designed by Christopher Wren.
The castle was built in the mid 13th century.
Another useful passive structure is formed with certain verbs of reporting such as say, believe,
think, consider, expect, know, allege, report, understand, suppose, etc. It has two forms. We use these
forms when we cannot say or do not need to say who the speaker is, for example in news
reports.
1) It is + past participle of reporting verb (that) + subject + verb
It is said (that) the painting is worth millions of pounds. (“Se dice que…”)
It is said (that) Gara and Jonay killed themselves for love. (“Se dice que…”)
It is thought (that) there is a ghost in the castle. (“Se piensa que…”)
It is believed (that) there was a curse on the archaeologists. (“Se cree que…”)
2) Subject + reporting verb in the passive +
present infinitive (for verbs in the present or future tenses)
past infinitive (for verbs in any past or perfect tenses)
progressive infinitive (for verbs in the present continuous tense)
The painting is said to be worth millions of pounds.
Gara and Jonay are said to have killed themselves for love.
Tourism is thought to be improving despite the crisis
There is thought to be a ghost in the castle.
There is thought to have been a curse on the archaeologists.
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21. Change the following sentences from the first construction to the second.
1. It is said (that) sun and beach tourism is declining.

2. It is thought (that) rural tourism is attracting more and more holidaymakers.
3. It is said (that) golf tourists spend a lot of money.
4. It was believed (that) the pharaohs were gods.
5. It is believed (that) the face of the sphinx is that of Khafre.
6. It is said (that) King Menes united Upper and Lower Egypt.
7. It is said (that) there are strange noises in the castle at full moon.
8. It is said (that) there is evidence of an earlier civilisation.
9. It is thought (that) the dance was performed in honour of the god of flower and song.
10. It is thought (that) the figure represents a goddess.
11. It is considered (that) the painting is an excellent reproduction
22. Change these sentences from the active to the two possible passive forms, as in
the example.
E.g. Everyone expects the guided tour will include a visit to the coliseum.
It is expected (that) the guided tour will include a visit to the coliseum.
The guided tour is expected to include a visit to the coliseum.
a. People say that not all the employees receive the same perks.
b. Most people think that the tour operator didn’t accept the hotelier’s conditions.
c. Someone believes that the company is planning a new overall strategy.
d. People suppose the soap opera will be funny.
Lexis DESCRIPTIVE ADJECTIVES
23. Listen to a guide describing four well-known monuments to groups of tourists

(track 11) and
1) identify the monument being described
2) write down the descriptive adjectives used
Monument 1: ……………………………………
Descriptive adjectives: …………………………………………………………………
………………………………………………………………………………………….
Monument 2: ……………………………………
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………………………………………………………………………………………….
Monument 3: ……………………………………
………………………………………………………………………………………….
Monument 4: ……………………………………
………………………………………………………………………………………….
24. Complete the short dialogues between a guide and a tourist by adding the missing
words and putting the verbs in the correct tense. Do not change the order.
Dialogue 1.
Tourist: When exactly / cathedral / build?
___________________________________________________________________ ?
Guide: Start /1380’s.
____________________________________________________________________ .
Tourist: Who / design / by?
___________________________________________________________________ ?
Guide: architect / unknown. It / think / commission / Gian Galeazzo Visconti.
____________________________________________________________________ .
Dialogue 2
Tourist: Why / they/ build?
___________________________________________________________________ ?
Guide: Because / ancient Egyptians / believe / after-life.
____________________________________________________________________ .
Tourist: long / it / take / build / them?
___________________________________________________________________ ?
Guide: About twenty five years.
Dialogue 3
2. Guide: It / say /be / one / best preserved Roman buildings / world.
___________________________________________________________________ .
Tourist: What / use / for?
___________________________________________________________________ ?
Guide: Well, / say / Christians / throw / lions / here.
___________________________________________________________________ .
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Tourist: high / it?

___________________________________________________________________ ?
Guide: 48 metres high.
Dialogue 4
Guide: It / consider / be / one / romantic buildings / world.
___________________________________________________________________ .
Tourist: Why / build?
___________________________________________________________________ ?
Guide: / bury / Emperor wife.
___________________________________________________________________ .
Tourist: What material / use / build / mausoleum?
___________________________________________________________________ ?
Guide: It / build / white marble.
____________________________________________________________________ .
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SOLUCIONES
Ejercicio 1
Casino d); theme park g); art gallery j); archaeological site f); stately home h); waxworks
b); national park i); zoo k); museum a); flea market e); night club c).
Ejercicio 2
1. archaelogical sites; 2. stately home; 3. night clubs; 4. museum; 5. national parks; 6. theme
parks, 7. casino; 8. flea market; 9. zoo; 10. art galleries
Attraction 1
True.
True.
False. Hampton Court houses a large number of Royal Collection paintings,
which may be seen in various rooms and apartments as you tour the palace.
4. False. They recommend at least three hours to see the palace and the gardens.
5. False. You can get help to plan your tour at the information office.
6. False. It is open from Monday to Sunday.
7. True.
8. True.
9. False. Parking is available on site at a cost of £3.50.
10. False. The palace is a 2-minute walk across the bridge from the station.
Attraction 2
False. They were included in the list of World Heritage Sites on 3 July 2003.
False. The gardens are 10 kilometres south-west of London.
False. There is limited parking.
True.
False. You should take a train going to Richmond.
True
True.
False. The gardens open at 9.30 all year round but close later on weekends and bank holidays.
False. The restaurants close an hour before the gardens so the latest they close is 6.30.
False. Children get in free.
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Ejercicio 4
Ejercicio 5
1.draw; 2.beat; 3. love; 4. scored, won; 5. nil; 6. score; 7 sets; 8. kick-off; 9. handicap; 10. net.
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Each person is interested in:

1. eating at reasonable places but not fast food
2. seeing something traditional
3. going somewhere interesting for teenage children
4. going somewhere outside London
5. doing some shopping but not at a shopping centre
6. going on the big wheel
7. somewhere where the children can do some kind of activity
8. seeing some modern art
The place recommended is:

1. eating in pubs
2. the Changing of the Guard at Buckingham Palace
3. Madame Tussauds and the London Planetarium
4. Kew Gardens
5. Oxford Street
6. The London Eye
7. Legoland
8. The Tate Modern
The linguistic form used to suggest or recommend

1. Why don’t you try?
2. May I suggest?
3. How about?
4. Have you thought of ?
5. If I were you,
6. There isn’t one
7. Why not go?
8. You might like; You could always take
Ejercicio 7
1. Where is the bridge located? Can you tell me where the bridge is located? It is located
in San Francisco, California, USA.
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2. When did the construction commence? Do you know when the construction com-
menced? It commenced on January 5, 1933.
3. Who was the chief engineer? Could you tell me who the chief engineer was? The chief
engineer was Joseph B. Strauss.
4. What type of bridge is it? I wonder what type of bridge it is. It is a suspension bridge.
5. When was the bridge opened to vehicles? I’d like to know when the bridge was opened
to vehicles. It was opened to vehicles on May 28, 1937.
6. How long is the bridge? Do you know how long it is? It is 8,981 feet long.
7. How wide is the bridge? Can you tell me how wide the bridge is? It is 90 feet wide.
8. How heavy is the bridge? I wonder how heavy it is? It is 894,500 tons / 811,500,000 kg
in weight.
9. How much did the bridge cost? Could you tell me how much the bridge cost? It cost
$35,000,000.
10. How high are the towers above the water? Do you have any idea how high the towers
are above the water? They are 745 feet high above the water.
Ejercicio 8
Suggested dialogue:
Tourist Information Clerk: Can I help you, sir?
Tourist: Can/could you tell me where I can go shopping? / Where can I go shopping?
Tourist Information Clerk: El Corte Inglés is the best place. It’s a department store.
Do you know where it is?
Tourist: No, I’m afraid not. This is my first visit to Las Palmas.
Tourist information clerk: It’s near the port area in a street with a lot of shops called
Mesa y López. It´s also quite near Las Canteras beach.
Tourist: How long does it take/will it take/would it take to get there?
Tourist information clerk: About ten minutes by taxi. Or twenty minutes by bus.
Tourist: How much does it cost/will it cost/would it cost by taxi?
Tourist information clerk: From here to Mesa y López will cost you about 5 euros.
Tourist: Oh, that’s not bad, I’ll take a taxi then. Is it very big? Is it a big department store?
Tourist information clerk: Yes, it´s got 2 parts – one for clothes etc. and one for house-
hold goods.
Tourist: That sounds just what I want. What about Las Canteras? Is it a good beach/Is it
worth going to see?
Tourist information clerk: Oh yes, it’s definitely worth going to see and you could also
have a swim. There are changing rooms on the promenade.
Tourist: How can I get there?/How do I get there?
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Tourist information clerk: Go out of Corte Inglés by the back door. Turn right and
then immediately left and keep walking until you come to the beach.
Tourist: How far is it?
Tourist information clerk: About 750 metres.
Tourist: Oh, that’s not far. I like walking anyway. Thank you so much for your help.
I’m sure I’ll find it. Have you got a map ?
Tourist information clerk: Yes, of course, sir. I can give you this map free and
there’s also a guide-book which is very useful.
Tourist: How much is it? / How much does it cost??
Tourist information clerk: €5.50.
Tourist: I’ll take it. Thanks very much for your help.
Ejercicio 9
1. rains; 2. opens/will open; 3. had complained; 4. will/could/can give; 5. knew; 6.

need/should need; 7. were/was; 8. would not have/would not be having/would not have
had; 9. don’t know; 10. take.
Ejercicio 10
1. correct; 2. correct; 3. incorrect. If anyone phones me…; 4. incorrect. ….. if she had re-
ceived the message; 5. correct; 6. correct; 7. correct; 8. incorrect. If you had a car… or If
you had had a car; 9. correct; 10. correct. 11. incorrect. If you give me… /If you
will/would/could give me your name and fax number………. ; 12. ……. If I had known
where you wanted to sit.
Ejercicio 11
a) Its landmark sights like Big Ben, St Paul’s Cathedral, the Swiss Re Tower, the London
Eye etc.; its great museums and art galleries; its parks.
b) The film of the same name starring Hugh Grant and Julia Roberts.
c) The 2012 Olympic Games.
d) In any of the many parks.
e) You can visit London all year round. You’ll find the best weather in summer, but also
bigger crowds and higher prices.
f) No it isn’t.
g) Because there you will find not only refined traditional cuts but also the newest designs,
both in casual wear and in smart clothes.
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h) It’s in North London. It’s open every day of the year except Christmas Day. It’s one of
the most cosmopolitan and culturally diverse markets in the World.
i) It’s the day before Ash Wednesday, which marks the beginning of Lent. In many coun-
tries it’s known as Mardi Gras and is the last day of Carnival. In English-speaking coun-
tries the tradition is to make pancakes and it is therefore often called Pancake Day.
Making and eating such food was considered a last feast with ingredients such as sugar,
fat and eggs, whose consumption was traditionally restricted during the fasting asso-
ciated with Lent.
j) He was an English Catholic who was part of a failed plan to assassinate King James 1
by blowing up Parliament.
k) Because there are a lot of traffic jams.
l) Black cabs, red double-deckers and Thames ferries.
m) Minicabs are cheaper but you can’t flag them down on the streets.
n) It’s inefficient; it’s the quickest and easiest way to get around; it’s immense (12 lines).
o) Yes, because many of the main sites are quite close together
Ejercicio 12
landmark sights; trendy; boasts; paying a visit to; unwind; neighbourhood; avant-garde
cuisine; on a budget; cutting-edge street wear; plastic; daunting; venue; float; double-decker;
to flag down.
Ejercicio 13
Payment: commission, gratuity/tip, entrance charges/fees, cancellation charges.

Documents: voucher.
Places: pick-up point, drop-off point, meeting point.
Types of tour: panoramic tour, half-day tour, wine-tasting tour, walking tour, cycling tour,
full-day tour, coach tour, mini-bus tour, tailor-made tour.
Coach facilities: air-conditioning, heating, reclining seats, toilets, commentary (in own
language).
Ejercicio 14
a. vouchers
b. pick-up point
c. commentary
d. heating; air-conditioning
e. entrance charges/fees
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f. drop-off point
g. commission
h. gratuities / tips
i. panoramic tour
j. toilets; reclining seats
k. cancellation charges
l. half-day tour
m. walking tour
n. wine-tasting tour
o. tailor-made tour
Tour 1
1. Renaissance and classical; 2. No. It was built in 1541 ; 3. the elegant fountain; 4. artisan
workshops, bookshops; 5. a fish market; 6. to stay with the group
Tour 2
1. a famous abbey; 2. its rich collections of illuminated manuscripts, frescoes and mosaics;
3. the monks were able to hide them from destruction; 4. by an earthquake; 5. how the Ro-
mans lived their daily lives; 6. to wear their sun hats and put on sun cream; 7. about three
hours.
Tour 3
1. It was built for the emperor Hadrian to live there in the summer; 2. its formal garden
full of elaborate fountains and pools; 3. Franz Liszt; 4. have a picnic and go for a swim; 5.
about 6 p.m.
Ejercicio 16
Tour 1
Good morning everyone. My name‘s Vanessa and I’m your guide for this walking tour of
the centre of Rome. On our way we shall be seeing Renaissance buildings and impressive
ruins of classical antiquity side by side. We pass the Palazzo Mattei di Pagganica built in 1541
and then go on to the Piazza Mattei with its extremely elegant fountain. After that, we visit
the Palazzo Mattei di Giove which is adorned with numerous pieces of Roman sculpture.
Then we shall go down the narrow Via della Reginella which is lined with artisan workshops
and bookshops, reminding us of what the old Jewish area once looked like. After that we
shall pass the Casa di Lorenzo Manilio and on to the ruins of the Portico d’Ottavia which
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was remodelled in AD 555 to incorporate the Chiesa di Sant’Angelo. A medieval fish market
established in the portico continued open until the end of the 19th century. At 11.30 we shall
stop for coffee and I’ll explain the next part of the tour. Please try to keep with the group
and not wander off as this wastes time for everyone.
(Source: Lonely planet Italy 2002 Lonely Planet Publications PTY Ltd Australia)
Tour 2
Welcome to this full-day coach tour to Pompeii. My name is Pilar and I’ll be your guide
throughout this tour of Montecassino and Pompeii. As you can see, we are now leaving Rome
behind. Our first stop at about 9 a.m. will be Montecassino, the famous abbey founded in
529 AD by Benedictine monks.
The Abbey was one of the most important religious and cultural institutions of the Middle
Ages and was famous for its rich collections of illuminated manuscripts, frescoes and mosaics.
During World War II, after the American forces entered Naples, Nazi Germany decided
to use Montecassino as a defence fortress, in order to stop the Allied advance towards Rome.
The Abbey sits on a high hill that dominates the area. After many attempts at forcing the
German soldiers out without harming the monastery, the decision was made to bomb. The
Germans were obliterated, but so was the Abbey. Fortunately, the monks were able to hide
the manuscripts and other treasures from destruction. The Abbey was rebuilt after the war
using the original plans, stones and construction material. It is hard to believe today that
such a calm and serene place was the scene of terrible destruction. I’m afraid you will only
have an hour to see the abbey. Please be back at the bus at 10.00 sharp.
We shall then go on to Pompeii where we shall be arriving at about midday. As I’m sure
you all know, Pompeii was destroyed in AD 79 when Mount Vesuvius erupted. We shall be
seeing the most important parts of the ruins, the amphitheatre, the part where the Gladiators
lived, the Foro, the baths etc. The tour will give you a very good idea of how the Romans
lived their daily lives. As the weather is quite hot, please don’t forget to wear your sun hats
and put on sun cream. We shall be leaving Pompei at 5.30 p.m. and hope to drop you off at
your hotels around 8.30 p.m. It’ll certainly be a long day but I hope, very interesting!
(Source: http://panviews.com/italy/montecassino1.htm)
Tour 3
Good morning everyone. My name’s Angela and I’m your guide on this full-day tour of
some of the famous sites outside Rome. We shall be travelling through some lovely countryside
today. Our first visit is to the Emperor Hadrian’s summer residence, the Villa Adriana, built
between 118 and 134 AD. It was one of the largest and most sumptuous villas in the Roman
Empire. You’ll have two hours to explore the complex. We shall then go on to the Villa d’Este.
It was formerly a Benedictine convent but was transformed by Lucrezia Borgia’s son, Ippolito
d’Este into a sumptuous pleasure palace with a breathtaking formal garden full of elaborate
fountains and pools. From 1865 to 1886 the villa was home to Franz Liszt and inspired his
composition Fountains of the Villa d’Este.
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We shall then head for the Lago di Bracciano where we will have a picnic and you can
swim in the lake. We’ll be back in Rome by about 6 p.m.
(Source: Lonely planet Italy 2002 Lonely Planet Publications PTY Ltd Australia)
Expressions from the section on Guiding Language
Tour 1
we shall be seeing; We pass […]and then go on to; is adorned; is lined; After that we shall
pass; was remodelled in AD 555; until the end of the 19th century;
Tour 2
Our first stop; in 529 AD by; one of the most important […]of the Middle Ages and was
famous for its; was made; were obliterated; were able; was rebuilt; 10:00 sharp; We shall
then go on to; was destroyed; in AD 79; We shall be seeing the most important parts; drop
you off.
Tour 3
We shall be travelling through; 118 and 134 AD; one of the largest and most sumptuous
[…] in; It was formerly a […] but was transformed […] into; We shall then head for.
Ejercicio 17
a. In front of you is the neoclassic Santa Ana’s Cathedral.

b. It has stood here since the early 16th century.
c. It is said (that) the construction was interrupted for several centuries.
d. Its prolonged construction means it is a mixture of architectural styles.
e. It boasts three naves and a transept.
f. It houses some outstanding Gothic palm-shaped columns inside.
g. A / The Diocesan Museum is located in the south wing.
h. The sculpture of Christ in the Chapter House is one of the best works by Luján Pérez.
Ejercicio 18
a) 5; b) 8; c) 1; d) 3; e) 7; f) 2; g) 6; h) 4.
Ejercicio 19
1. , who…..archaeologist, …. 2. ____________ 3. that/which 4. which 5. that

6. mask, which …….Cairo, ..
3 I
Ejercicio 20
1) There are 12 passive verbs: It is separated; were built; have been designated; were
designed; were taken; were meant; was made; was well hidden; was situated; it is thought;
were found; must have been stolen.
2)
1. Who were the tombs built for?
2. How many tombs does the valley contain?/ How many tombs are there in the valley?
3. How were they designed?
4. What was the purpose of the colourful paintings and reliefs?/ What was the meaning
of the colourful paintings and reliefs?
5. When did Carter discover the tomb of Tutankhamun?
6. Why hadn’t the tomb been found before? Why wasn’t the tomb found before?
7. Why was it thought that fabulous wealth must have been stolen from other tombs?
8. How/why did the modern legend of the “Curse of the Pharaohs” originate?
Ejercicio 21
1. Sun and beach tourism is said to be declining.

2. Rural tourism is thought to be attracting more and more holidaymakers.
3. Golf tourists are said to spend a lot of money.
4. The pharoahs were believed to have been gods.
5. The face of the sphinx is believed to be that of Khafre.
6. King Menes is said to have united Upper and Lower Egypt.
7. There are said to be strange noises in the castle at full moon.
8. There is said to be evidence of an earlier civilisation.
9. The dance is thought to have been performed in honour of the god of flower and
song.
10. The figure is thought to represent a goddess.
11. The painting is considered to be an excellent reproduction.
Ejercicio 22
a. It is said (that) not all the employees receive the same perks. Not all the employees are
said to receive the same perks.
b. It is thought (that) the tour operator didn’t accept the hotelier’s conditions. The tour
operator is thought not to have accepted the hotelier’s conditions.
I
c. It is believed (that) the company is planning a new overall strategy. The company is be-
lieved to be planning a new overall strategy.
d. It is supposed (that) the soap opera will be funny. The soap opera is supposed to be
funny.
1)
1. Milan Cathedral
2. The Pyramids
3. The Colosseum
4. The Taj Mahal
2)
Milan Cathedral: magnificent; superb; spectacular; large, lovely; famous.
The Pyramids: ancient; sole, largest; best preserved; oldest; huge; wonderful; beautiful;
mysterious.
The Colosseum: impressive; remarkable, wealthy, poor.
The Taj Mahal: romantic; finest; elegant; spectacular; magnificent.
Ejercicio 24
Dialogue 1.
Tourist: When exactly was the cathedral built?
Guide: It was started in the 1380’s.
Tourist: Who was it designed by?
Guide: The architect is unknown. It was thought to have been commissioned by Gian
Galeazzo Visconti.
Dialogue 2
Tourist: Why were they built?
Guide: Because the ancient Egyptians believed in the after-life.
Tourist: How long did it take to build them?
Guide: About twenty five years.
Dialogue 3
2. Guide: It is said to be one of the best preserved Roman buildings in the world.
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Tourist: What was it used for?

Guide: Well, it is said (they say) that Christians were thrown to the lions here.
Tourist: How high is it?
Guide: 48 metres high.
Dialogue 4
Guide: It is considered to be one of the most romantic buildings in the world.
Tourist: Why was it built?
Guide: To bury the Emperor’s wife.
Tourist: What material was used to build the mausoleum?
Guide: It is built in white marble.
I
ACTIVIDADES
1. Write a leaflet similar to the one on London for the city or town where you live.
3 I
BIBLIOGRAFÍA
HUNTLEY, S. (2002-2003). Three patterns of ‘If ’ Sentences: How Helpful is This? En Revista
de Lenguas para Fines Específicos (pp. 31-43). Las Palmas de Gran Canaria: Universidad de las
Palmas de Gran Canaria.
JACOB, M. & STRUTT, P. (1997). Business travel. En English for International Tourism (p. 97).
Essex: Longman.
JUAN GONZÁLEZ, P. & HUNTLEY MAYCOCK, S. (2006). Relative clauses. En Inglés II.
Manuales Docentes de Turismo (pp.177-179). Las Palmas de Gran Canaria: Vicerrectorado de
Planificación y Calidad de la Universidad de Las Palmas de Gran Canaria.
— (2006). The passive voice. En Inglés II. Manuales Docentes de Turismo (p.68). Las Palmas de
Gran Canaria: Vicerrectorado de Planificación y Calidad de la Universidad de Las Palmas
de Gran Canaria.
SIMONIS, D., ADAMS, F., RODDIS, M., WEBB, S. y WILLIAMS, N. (2002). Egypt (5ª ed.).
Victoria: Lonely Planet Publications Pty Ltd.
SIMONIS, D., ADAMS, F., RODDIS, M., WEBB, S. y WILLIAMS, N. (2002). Italy (5ª ed.).
Victoria: Lonely Planet Publications Pty Ltd.
SWAN, M. (1980). Relatives. En Practical English Usage (p. 473-478). Oxford: Oxford University
Press.
http://en.wikipedia.org/wiki/Howard_Carter
http://en.wikipedia.org/wiki/Taj_Mahal
http://panviews.com/italy/montecassino1.htm
http://rj.culturainglesaonline.com/portuguese/aprendendo/ingles/gramatica/gr05.asp
http://www.britishcouncil.org/learnenglish-central-grammar-mixed-conditionals-20.htm
http://www.cunard.com
http://www.edufind.com/english/grammar/IF8.cfm
http://www.inventionfactory.com/history/RHAbridg/
http://www.lonelyplanet.com/worldguide/destinations/europe/england/london/
http://www.teachingenglish.org.uk/think/methodology/grammar.shtml
http://www.thisislondon.co.uk
EASTWOOD, J. (1999). Conditionals. En Oxford Practice Grammar (pp. 346-355). Oxford: Oxford
University Press.
— (1999). Relative clauses. En Oxford Practice Grammar (pp. 330-345). Oxford: Oxford Uni-
versity Press.
I
— (1999). Special passive structures. En Oxford Practice Grammar (pp. 136-137). Oxford: Oxford
University Press.
HARDING, K. (1998). Tourist information. En Going International. English for Tourism (pp.
122-129). Oxford: Oxford University Press.
— (1998). Guiding. En Going International. English for Tourism (pp.137-149). Oxford: Oxford
University Press.
JACOB, M. & STRUTT, P. (1997). Things to do. En English for International Tourism (pp. 82-
87). Essex: Longman.
— (1997). Marketing the Past. En English for International Tourism (pp. 88-93). Essex: Longman.
JONES, L. (1998). Making suggestions and giving advice. En Welcome! English for the travel and
tourism industry (pp. 98-99). Cambridge: Cambridge University Press.
JUAN GONZÁLEZ, P. & HUNTLEY MAYCOCK, S. (2006). Relative clauses. En Inglés II.
Manuales Docentes de Turismo (pp.177-180). Las Palmas de Gran Canaria: Vicerrectorado de
Planificación y Calidad de la Universidad de Las Palmas de Gran Canaria.
MURPHY, R. (1994). Conditional sentences. En English Grammar in Use (2ª ed.) (pp.74-79;
228). Cambridge: Cambridge University Press.
— (1994). Relative clauses. En English Grammar in Use (2ª ed.) (pp. 182-191). Cambridge: Cam-
bridge University Press.
STRUTT, P. (2003). Seeing the sights. En English for International Tourism. Intermediate Student’s
Book (pp. 64-71). Essex: Longman.
3 I
1. Rome is a city which is full of ___________________ .

A ancient rests B ancient remains C elderly buildings D elderly ruins
2. If you go to a souk in Morocco you might be lucky and get some ______________ .
A fleas B ancient pieces C designer clothes D bargains
3. If you like taking pictures underwater, you could go ______________ .

A kayaking B wakeboarding C ice fishing D scuba diving
4. The teams got the same number of goals so the result was a(n) _____________ .
A equality B deuce C draw D try
5. You have to pay an entrance ____________to get into most museums and art galleries.
A fee B free C price D payment
6. If I were you, I _____________ sunbathe without any sun cream. It’s very bad for you.
A won’t B wouldn’t C hadn’t D couldn’t
7. If you are looking for something historical, I’d recommend _________________ to the
Victoria and Albert Museum
A you go B going C you would go D visiting
8. May I suggest _______________ the children to a theme park?

A take B taking C you to take D you will take
9. How ______________ are you? The lift says up to 300 kilos.

A much weight B weight C heavy D much heavy
10. If you ______________ follow the bell boy, he’ll show you to your room.
A had B can C should D will
11. A bus with two floors is called a ______________ .

A double bus B two decker C double decker D two storey
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12. If you had asked the opening times of the museum at the Tourist Information Centre we
would ______________ got there earlier.
A have B had C- D been
13. To explain what the tourists are seeing on a tour, the guide usually gives a __________
on the coach.
A talk B lecture C commentary D discussion
14. Most luxury coaches have _______________ seats.

A easy B reclining C down D resting
15. This is the most beautiful monastery _______________ Italy.

A on B in C of D by
16. 1920 is the _______________ twentieth century.

A mid B early C quarter D first
17. The tombs _____________ are on the west bank are the most interesting.
A ———— B whose C who D that
18. The richest tomb ______________________ has ever been found in Egypt is that of
Tutankhamun.
A that B which C ———- D where
19. Ten o’clock sharp means _______________ 10 o’clock.

A around B before C at exactly D just after
20. The castle _______________ to be haunted.

A thinks B is thought C could D might
21. Items on show in a museum are called ______________ .

A articles B exhibits C remains D rests
22. The cathedral was built in ____________ .

A the 17 century B 17 century C 17th century D the 17th century
23. The British museum ______________ a lot of exhibits from Egypt.

A hosts B designs C stores D houses
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1. B
2. D
3. D
4. C
5. A
6. B
7. B
8. B
9. C
10. D
11. C
12. A
13. C
14. B
15. B
16. B
17. D
18. A
19. C
20. B
21. B
22. D
23. D
I

abbey abadía
abseiling rappel
alley (bowling alley) bolera; callejón
antechamber antecámara
antiquity antigüedad
arch arco
artisan artesano
astonishing (adj.) asombroso
attendance asistencia
ATV (all-terrain vehicle) 4x4
avant-garde vanguardia
ballooning paseos en globo
bank holiday día festivo
bargain ganga
bet apuesta
bound (adj.) seguro
breathtaking impresionante
burial entierro
camp site camping
chamber cámara
chance posibildad
close-up primer plano
coffin ataúd
commentary explicación (de un guía)
corpse cadáver
course (golf course) campo
court cancha
curse maldición
cutting-edge (adj.) a la vanguardia
daunting (adj.) sobrecogedor
distinct claro/a, obvio/a
dome cúpola
double-decker autobús de dos pisos
draw empate
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enologist enólogo/a
exhibit objeto expuesto
exhilarating (adj.) excitante
fact sheet hoja informative
fine (adj.) excelente, superior
fireworks fuegos artificiales
flea market rastro
gherkin pepinillo
glimpse vision general
grand (adj.) magnífico/a, espléndido/a
hiking excursionismo
in-depth (adj.) exhaustivo, en profundidad
infamous (adj.) con mala fama
jar tarro, frasco
jet skiing motociclismo acuático
kick-off saque inicial
kite boarding fly surf, kite surf
landmark monumento histórico
lane pista
love (tennis) (en tenis) cero
measurement medida
mid medidados
monk monje
mountaineering alpinismo, montañismo
net red
nil cero
outstanding (adj.) extraordinario/a, destacado/a
pancake crep
parachuting paracaidismo
paragliding parapente
pharaoh faraón
pin bolo
pitch campo
promenade paseo marítimo
query duda, pregunta
I
record archivo, informe
relief relieve
remains restos
remarkable (adj.) notable, sorprendente
rink pista
roller skating patinaje sobre ruedas
rowing remo
run pista
sailing vela
score puntuación, resultado
scuba diving submarinismo, buceo
sights lugares de interés
skydiving paracaidismo acrobático
skyline horizonte
snorkelling buceo (con gafas y tubo)
soccer fútbol
stately home mansión abierta al público
strike huelga
superb magnífico/a, espléndido/a
tomb tumba
tour guide guía turístico
track pista
transept transepto (iglesia)
travel consultant asesor de viajes
treasure tesoro
trekking senderismo
underworld inframundo
vault cripta
vineyard viñedo
waxworks museo de cera
wear ropa
workshop taller
World Heritage Site Patrimonio de la Humanidad
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Verbs
to be into something estar interesado en algo
to beat ganar a, derrotar
to boast (estar ogulloso de) tener
to bury enterrar
to come up against tropezar con
to commission encargar (obra de arte etc.)
to date from / to date back to datar de
to drop off dejar (en un sitio)
to drown sumergir
to exhilarate alegrar
to flag down parar (haciendo señas)
to head for ir en dirección a
to hold celebrar
to house albergar, contener
to hunt buscar
to lodge a complaint presentar una queja; hacer una reclamación
to keep up to date mantener al día
to obliterate arrasar
to score marcar, anotar
to take a ride montar
to take over apoderarse de
to wander off alejarse
to wind down relajarse
Cruising and the Canary Islands
4 Unidad
de Aprendizaje
PRESENTACIÓN
Esta unidad de aprendizaje abarca los cruceros. El vocabulario gira en torno a este tipo de
vacaciones, las partes de un barco, actividades de ocio ofrecidas en los cruceros… Se practica
la explicación de información sobre los cruceros y de instrucciones sobre actividades de ocio.
Se centra en un destino de cruceros en concreto, las Islas Canarias, de las que se hace hincapié
en aquellos aspectos más relevantes para el turismo como su geografía, su historia y sus tra-
diciones. La unidad de aprendizaje se complementa con las estructuras gramaticales: algunos
usos de las forma –ing y del infinitivo, especialmente cuando siguen a otro verbo, la pasiva se-
guida de infinitivo y además, se abordan las formas que se usan para expresar distintos grados
de certeza, especialmente mediante los verbos modales. También se practica la formación de
adjetivos a partir de sustantivos y de verbos.
OBJETIVOS
• to acquire lexis associated with cruises

• to be able to describe a cruise
• to learn lexis related to entertainment
• to recap on giving instructions
• to revise the main events in the history of the Canary Islands
• to learn the names of relevant geographical places in the Canary Islands
• to be able to describe the islands
• to focus on some uses of –ing forms and infinitives
• to become familiar with passive structures with following infinitives
• to know how to express different degrees of certainty
• to practise adding suffixes to nouns and verbs to form adjectives
• to review the use of articles and possessives
4 I
Focus on language Lexis

-ing forms used as nouns Parts of a ship
Verbs followed by –ing or to-infinitive On-board entertainment
Passive structures with following infinitives Geographical features
Modals to express possibility and probability
Forming adjectives from nouns and verbs Functions and specific skills
Articles and possessives (review) Describing a cruise
Giving instructions
Describing the Canaries
Focus on language
-ing forms used as nouns
Verbs followed by –ing or to- infinitive
Passive structures with following
infinitives
Suffixes to form adjectives Functions and specific skills
Degrees of certainty Describing a cruise
Review of articles and possessives Giving instructions
Explaining procedure on board
Describing the Canaries
Lexis
Parts of a ship
On-board entertainment
Geographical features
I
Cruising and the Canary Islands 147 4
CRUISING
When did you last go to an exciting hotel or resort?

Hotels can be attractive, classy, comfortable, and often
very expensive, but rarely exciting, and after a day or
two, usually boring. The same goes for most resorts.
Hotels and resorts do not go anywhere. Cruise liners
sail the world, taking their passengers wherever they
want to go.
The number of cruise passengers has grown enor-
mously over the last fifteen years. One in 10 package
holidays is apparently now a cruise. At £90 a day, it is
mass market tourism and no longer reserved for the
rich and famous.
There are many types of cruises to cater for all tastes. For the very young for example
there is a Disney Cruise Line. There are family oriented cruises, cruises for young adults and
college students with plenty of physical activities on board, whereas the older passenger will
go for a more traditional kind of cruise, which may include lectures given by experts on topics
of an historical, archaeological or architectural nature.
The Queen Elizabeth and her sister ships Queen Mary 2, and the Queen Victoria, maintain
the classic traditions of luxury sailings. Those looking for elegant décor, impeccable service
and gourmet food can’t go wrong.
Passengers on the 12- deck Queen Elizabeth, who made her maiden voyage in October
2010, will be able to enjoy West End-style shows in an 832-seater theatre, visit the spa, games
deck and even a shopping arcade featuring famous designer labels. Of the 1,046 staterooms, 71%
have balconies. There are four grand suites and two master suites, as well as 25 penthouses.
Almost 1000 crew members are on hand to look after the passengers.
There is a wide range of itineraries to choose from.
They range from Transatlantic crossings to cruises
around the Mediterranean, the Caribbean, Scandinavia
etc.
One of the most popular destinations especially
for British tourists in the winter months is the Canary
Islands. The “Fortunate Isles” boast all year-round
sun (the temperature rarely drops below 18 degrees
even in winter), glorious beaches and spectacular scenery. On a cruise ship you can visit more
than just one island and you can see parts of the islands that are off the beaten track.
Santa Cruz on Tenerife is a common port of call on cruises of the Canary Islands, with
its colourful markets, many museums and lush landscapes providing a welcome break from
the sun-baked, bustling atmosphere of the famous resorts.
4 I
Spain’s highest mountain, the 11,600 foot high Mount Teide is also located nearby, and
well worth the effort of reaching the summit for the spectacular panoramic views of the
seven islands.
Las Palmas de Gran Canaria, the largest city of the Canary Islands, is also one of the most
popular stops. You can either take a stroll along Las Canteras beach, explore the architectural
heritage of Vegueta where Christopher Columbus stopped off on his voyage in 1492 or visit
the Guanches’ caves, where some of the islands’ very first inhabitants lived.
Lanzarote forms the final stage of most Canary
Islands cruises, and for many, represents the highlight
of the trip. The Timanfaya National Park attracts
thousands of visitors a year to explore its bizarre lunar
landscape. The magnificently preserved colonial
town of Teguise and the peculiar house of the island’s
most famous artist, Cesar Manrique, which forms
part of the volcanic landscape, are also popular. And
all of this is on top of some of the finest weather,
beaches and nightlife in Europe, making a cruise of the Canary Islands a truly special holiday
experience.
1. Find words in the text that mean.
large ship
guests on a ship
to suit
to choose
very first trip
floor
room on a ship
staff
have/enjoy
not visited by many
lively/busy
peak
go for a walk
patrimony
best part
similar to the moon
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2. Choose a word from the box to complete the text about a cruise on the Princess
Beatrice.
equipped passengers disembark re-fit cabin in

lounger seasick Morocco sittings porthole
sharing board decks docks cabin steward berth
getting cabin cruising recent sets
Cruises always used to be just for the rich and famous, but they have become more
affordable over (1) _____________ years. A Mediterranean cruise on the Princess Beatrice
can cost just £499 depending on your choice of (2) _______________ Five years ago, she
received a six million pound (3) _____________ . She’s not big by modern cruise standards
but, nevertheless, she has seven (4) _______________ , all en-suite cabins and can carry over
500 (5) _______________ . She’s relatively stable, which is good news when you get (6)
_______________.
The cruise (7)_______________ sail in Southampton and then visits La Coruña and
Oporto. On Day 5 you arrive (8) ______________ Lisbon. This is what (9) ______________
is all about, going to bed in one port of call and (10) _______________ up in another.
Lisbon is one of the few places where the ship (11) _______________ all day so, if you
want, there’s plenty of time to look around by yourself or you can book an organised tour
before you (12) _____________ .
Back on (13) ___________ and you head for the next stop, Tangier in (14) __________ .
The price of £499 is based on four people (15) _____________ a small cabin on the lower
decks of the ship, a cabin without a (16) ______________ . It sounds a bit grim, but in fact
there’s plenty of room. Neatly disguised as wall fittings this two- (17) _______________
cabin converts for four. The beds come (18) _______________ with ladders so you have to
be fairly agile.
Included in the price of your cruise are six meals a day, dinner being the main event. There
are two (19) _______________ which you have to decide on when you book your trip. The
first is at 6.30 so if you don’t want to be rushed after a day’s excursion, go for the second one
at 8.30. If you don’t feel like going up to dinner, you can have it served in your (20)
_______________ by the (21) ______________ _______________ .
When the sun’s out, the deck gets crowded so if you want a prime spot and a (22)
_______________ to lie on, you’ll have to be out by 9.30.
Focus on language -ING FORMS USED AS NOUNS
-ing forms are sometimes used as nouns. This is why they can be the subject, object or
complement of a verb.
I love reading.(object) (Me encanta leer)
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Walking is good for you. (subject) (Caminar es bueno para ti)

The best option is taking the train. (complement) (La mejor opción es
coger el tren)
The –ing form subject, object or complement is still a verb, so it can have its own object.
I love reading novels.
Trying different dishes abroad is a great experience.
It’s pointless giving an explanation.
As a noun, the –ing form can have a determiner or a possessive (‘s) form.
This going up and down all day is making me feel tired.
I can’t understand your arguing.
The tourist’s singing on the coach was rather irritating.
The opening of the Olympic Games was a great success.
3. These sentences have been jumbled. Put them in the right order.
a. is in rooms allowed smoking not the.

b. pilot hard becoming implies a studying very.
c. the days reading her of two guide the book took.
d. by cheaper is travelling bus by travelling than tube.
e. rural my staying favourite hotel at holiday a is.
f. Do your you holiday long good taking a will.
Focus on language VERB + -ING OR TO-INFINITIVE
As we have just seen, the –ing form can be the object of a verb.
I don’t mind waiting for the coach.
Sometimes, however, the object of a verb is a to-infinitive.
She promised to translate the commentary into English.
Some verbs are followed by –ing and others by to-infinitive. The –ing form is often used
when this action takes place before or at the same time as the action of the main verb.
He admitted staying awake all night. (staying awake happened before admitted)
On the contrary, the to-infinitive is often use for actions that happen after the main verb.
The tourists want to stop at the palace. (stop will take place after want)
However, this is not always so.
The group of verbs followed by –ing include: admit, anticipate, avoid, carry on, consider, delay,
deny, enjoy, involve, justify, keep, mind, miss, postpone, risk, save, and suggest.
Most tourists enjoy lying on the beach.
The tour guide suggested visiting the old fortress.
I
The group of verbs followed by to-infinitive include: afford, arrange, choose, claim, decide, de-
mand, expect, fail, hope, manage, offer, plan, promise, refuse, remind, undertake and want.
They’ve decided to leave the hotel early in the morning.
We can’t afford to go on a luxury barge cruise.
There are some verbs that can take both the infinitive and the gerund, but usually with a
difference in meaning.
a) Remember and forget
They are followed by the –ing form to refer back to the past.
I remember going to school for the first time.
I’ll never forget visiting Singapore.
They are followed by the infinitive to refer to the future.
You must remember to stop at the gas station.
I forgot to buy the circus tickets.
b) Regret
It is followed by the –ing form to refer back to the past.
She regrets not going to university.
It is followed by the to-infinitive with bad news.
We regret to inform you that flight IB 807 is delayed.
c) Stop and go on
They are followed by the –ing form to refer to a present action.
Please, stop talking for a while.
She went on talking about the trip for two hours.
They are followed by the to-infinitive to refer to a change of activity.
She stopped driving and went on to show us the views from there.
I was so tired that I stopped to rest.
d) Try
It is followed by the-ing form to talk about an experiment, something you do to see
what happens.
This fax machine doesn’t work. I’ll try pressing this button.
It is followed by the to-infinitive to speak about making an effort to do something.
The tourist tried to carry her luggage, but it was too heavy for her.
e) Mean
It is followed by –ing when the sense is ‘involve’, ‘have as a result’.
The receptionist’s job means working in shifts.
It is followed by the to-infinitive with the sense of ‘intend’, ‘have the intention’.
The tour guide meant to finish the tour by 12:15, but it’s already 12:05.
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Don’t forget. The verb help is followed by the infinitive with or without ‘to’. Eg: Can
you help me finish this report? Can you help me to finish this report?
Some verbs are followed by both forms without much difference in meaning.
a) Like, love, hate, prefer and can’t bear.
All these verbs have meanings that imply ‘like’ or ‘not like’. They are usually followed
by the –ing form, but they can also be followed by the to-infinitive without a great dif-
ference in meaning.
She loves going on cruises / She loves to go on cruises.
He hates waking up early / He hates to wake up early.
In British English there is a difference between like + -ing and like + to- infinitive. Like
+ -ing means “enjoy”; like + to-infinitive means “I think it’s good or right to do it” or it
refers to habits.
I like working as a travel agent. (I enjoy it)
I like to swim everyday. (I do it because it’s good for me)
Remember that when these verbs are preceded by would, infinitives are most often used.
I would prefer to walk.
They would like to stay at this hotel.
b) Begin, start.
She began working here two years ago.
She began to work here two years ago.
Attempt, intend, continue, be accustomed to, be committed to, bother.
They intend staying / to stay here for two more days.
The cyclist continued pedalling / to pedal up the mountain.
Some verbs are followed by the –ing form if there is no object, and by the to-infinitive if
there is an object.
a) Advise, allow, permit, forbid, recommend and encourage
I advised them to go by taxi.
The receptionist advised going by taxi.
They don’t allow / permit smoking in the restaurant.
4. Rewrite the following sentences without changing their meaning and using the
verbs in brackets.
a. I think you could climb the mountain tomorrow morning. (suggest)

b. Try not to travel into town at rush hour. (avoid)
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c. Well, yes, I arrived ten minutes late. (admit)
d. If I were you, I would take the 8:00 bus. (recommend)
e. Please, send me a postcard from Moscow. (remember)
f. The manager intends to take on more employees. (mean)
g. Make an effort and be here at noon. (try)
5. Which of the following sentences is correct?
1. a. It can’t be in the room, I remember taking it with me.

b. It can’t be in the room, I remember to take it with me.
2. a. I don’t regret telling her the truth.
b. I don’t regret to tell her the truth.
3. a. I can’t find the remote control, I’ll try looking under the table.
b. I can’t find the remote control, I’ll try to look under the table.
4. a. They can’t afford staying at a five star hotel.
b. They can’t afford to stay at a five star hotel.
5. a. She stopped explaining the tour and left the room.
b. She stopped to explain the tour and left the room.
6. a. Going on the excursion means walking long distances.
b. Going on the excursion means to walk long distances.
7. a. They allow swimming until 10 p.m.
b. They allow to swim until 10 p.m.
8. a. Don’t forget buying the tickets.
b. Don’t forget to buy to tickets.
9. a. We thoroughly recommend visiting the palace.
b. We thoroughly recommend to visit the palace.
10. a. They advise tourists locking their rooms.
b. They advise tourists to lock their rooms.
Apart from these verbs, others are also followed by an object plus an infinitive rather than
by a that-clause. The main verbs are: ask, beg, enable, expect, force, get (“make, persuade”), help, invite,
mean (“intend”), order, persuade, remind, teach, tell, want, warn, would hate, would like, would love and
would prefer.
We want you to enjoy your holiday here.
Would you like me to wait for you?
The guide told them to be back at 12:30.
She persuaded them not to take the tube.
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Other verbs that can be followed by object + infinitive are: (can’t) bear, cause, command, compel,
hate, instruct, intend, leave, like, love, need, oblige, prefer, request, teach, tempt, trouble and wish.
Don’t forget. The verb suggest cannot be followed by object + infinitive. It is followed
by a that-clause e.g: The receptionist suggested (that) he should see a doctor or by –ing e.g: The
receptionist suggested seeing a doctor.
Some verbs are followed by an object and an infinitive without to. The main verbs are make
and let.
It made them leave the hotel the day before.
Let me help you with your luggage.
The plane delay made her feel very angry
The verbs see, hear, feel, watch, notice, have, know and help can also be followed by object + in-
finitive without to (depending on the meaning).
6. Write a new sentence with the structure verb + object + infinitive using the verbs
in brackets.
Eg: Customs officer to passenger: “Open your bag”. (order)

The customs officer ordered the passenger to open his bag.
a. Jennifer to Clarice: “Why don’t you come with me?” (want)
b. Receptionist to guest: “Remember to be at the restaurant before 11:00 am.” (remind)
c. The security guard told them they had to leave their cameras at the entrance. (make)
d. I really hope (that) you visit me next summer. (would love)
e. You must be at the meeting point at noon. (expect)
f. Maitre d’ to waiter: “Take the order from table 5.” (tell)
g. The guided tour was postponed because of the bad weather. (cause)
Lexis ON-BOARD ENTERTAINMENT
All kinds of people take cruises ... of all ages... from all walks of life... singles, couples and
families. There are cruises to suit every pocket, from the cost-conscious to the most luxurious.
Even more important, a cruise offers the best travel value for money. The fare includes all
meals, a stateroom, on-board daytime activities, night-time parties and entertainment.
Cruise ships are like floating resorts with all the choices the best resorts have to offer. You
can be by yourself and lie back on a lounger, breathe in the sea air, soak up the sun, read
good books, or watch the ever-changing view. Or, you can join in the many activities on offer
free of charge.
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7. Some of the activities are in this puzzle. Find out what they are and put them in.
Across
2. Exercising deep thought for spiritual or relaxation purposes.
4. The sport of shooting arrows with a bow.
5. A game in which balls are rolled at an object or group of objects with the aim of
knocking them over.
6. What you can do on the internet as well as in the sea.
7. An exposition of a given subject delivered before an audience or a class, as for the
purpose of instruction.
8. A series of individual performances by amateurs to win a prize or get special recognition.
10. Singing with a pre-existing song, where you replace the original lead singer. The lyrics
of the song are presented via a video screen, highlighting the words to be sung.
11. A game on a rectangular table in which short cues are used to knock balls into holes.
12. It goes across water and it’s also a card game.
15. A hot, dry, wood-lined room used for relaxing while sitting or lying down.
16. A board game played with rooks, knights, bishops, kings and queens.
17. Learning how to make different dishes.
Down
1. Learning how to take steps to different kinds of music.
3. You can gamble on one of
these. They are operated
by coins.
9. Playing games to win
money.
13. A gambling game in which
the players bet on which
slot of a rotating disk a small
ball will come to rest in.
14. A Chinese system of slow
meditative physical exer-
cise designed for relaxation
and balance and health.
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8. Listen to a dialogue in a travel agency and answer the questions that follow. (track
12)
1. Has the client been on a cruise before?

2. What countries does the cruise visit apart from Spain?
3. What does the price depend on?
4. Which cabin does the client think he will choose? Why?
5. What is included in the price?
6. What is one of the advantages of the cruise?
7. What is the system for booking the excursions?
8. Which is the better way to book them? Why?
9. How do you know if the excursions are suitable for you?
10. Where is the information about the excursions?
GIVING INSTRUCTIONS
The most direct way to give instructions is by using the imperative. Affirmative imperatives
have the same form as the infinitive without to. Negative imperatives are formed with do not
(don’t) + the infinitive. They have no subject. For example “Come here!” or “Don’t smoke”.
9. Decide which of the 3 pictures matches the instructions on how to do the exercise.
After you have done so underline all the imperatives. Now give instructions for the
other two pictures.
1. 2. 3.
Stand in front of a chair. The back of the chair should be to your right. Stretch your right
leg out behind you bending your knee until your ankle rests on the chair. Hold the back of
the chair with your right arm stretched out behind you to steady yourself. Bend your left knee.
Keep your back straight and your shoulders relaxed. Hold the position for 20 seconds, and
then do the same with the other leg.
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10. Fill in the blanks in the instructions below the pictures to describe the exercise.
A. ______________ down flat on your ____________

with your legs _______________ out. Bring your right
_____________ up towards your chest _______________
your knee and __________ it just under the ____________
with both hands. _______________ the position for fifteen
seconds and then do the _______________ with the other
leg.
B. _____________ down flat on your _____________

bending your legs _______________ so that the soles of
your _______________ are facing each other and the
_______________ of each foot are touching. Keep your
knees as close to the _______________ as possible. Rest
the palms of your _______________ on the floor. Hold
the _______________ for 30 seconds.
C. ____________ about 35 or 40 cms away from a ____________.

________________ your left leg out behind you keeping your foot
_______________on the floor. _______________ forward and put
the _______________ of your hands on the wall, _______________
your right leg and keeping your left _______________ well stretched
and your heel on the floor. _______________ the position for 15 to
20 seconds.
Focus on language PASSIVE STRUCTURES WITH FOLLOWING

INFINITIVE
We saw at the beginning of the unit that some verbs can be followed by an object + a to-
infinitive.
The guide asked us to follow him.
We advise passengers to remain seated during the flight.
They require you to be at the airport two hours before departure.
In most cases, these structures can be made passive.
We were asked to follow the guide.
Passengers are advised to remain seated during the flight.
You are required to be at the airport two hours before departure.
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11. Read the information leaflet issued by Magical Cruises and underline all the passive
structures with following infinitive.
We look forward to welcoming you on board our luxury liner for your
dream vacation!
Magical Cruises is one of the largest cruise lines in the world. Our award
winning fleet offers incomparable onboard service with the highest ratio
of crew to passengers in the industry.
The Magical Cruises Fleet is one of the youngest in the industry, and every one of our liners
is equipped with the latest navigational, safety and fire control systems. We go to extraordinary
lengths to ensure your safety and well being.
Here is some general information to help you prepare for your cruise and we trust it will
answer most of your queries. If you have any further questions, please call us. We’d be glad
to clarify any doubts you may have.
All passengers including children are required to have a valid passport. Please check the
expiry date. You are not required to have any visas for this cruise. After embarkation you will
be asked to hand over your passport to the ship’s personnel for safekeeping and immigration
clearance at the next port of call.
As regards vaccinations, although none are compulsory for this cruise, you are strongly
advised to check with your doctor informing him/her of the countries you will be visiting.
All passengers are reminded to have their luggage clearly labelled showing their name, address,
the name of the vessel and the cabin number you have been assigned.
You are required to be at the port of embarkation at least three hours prior to the time
scheduled for departure. Embarkation will close 1 hour before the ship is due to sail.
For security reasons visitors are not permitted to go on board.
Once on board, passengers are asked to put their names down for the early or late sitting
for dinner. This remains the same for the duration of the cruise. Gentlemen are required to
wear jackets and ties for dinner. For Gala evenings more formal dress is requested – a cocktail
dress or evening dress for ladies and lounge suits for men. (Don’t worry there’s a trouser press
in most cabins!!)
All passengers will be required to attend an emergency drill on the first day of the cruise.
There is a range of activities available on board. You are invited to take part in whatever you
choose from our entertainment programme. To avoid disappointment you are recommended
to book at reception the day before. On-shore excursions should also be booked there.
In the interest of safety, children are not allowed to swim in the pool without the super-
vision of their parents.
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12. Write out the sentences using passives and putting in any necessary words. Do
not change the order.
1. Guests / require / fill in / registration cards.

2. Passengers / request / remain seated / plane / come / a standstill / engines turn off. (2)
3. Passengers / not allow / smoke / anywhere / the cruise ship / designated areas.
4. Guests / expect / vacate rooms / noon.
5. Children under 18 / forbid / enter / bar lounge.
6. Guests / kindly request / not take / bath towels to beach.
7. Guests / require / settle bills / half hour prior / departure.
8. Visitors / kindly request / not touch / exhibits.
9. Guests / advise / deposit valuables / safe.
10. Guests / kindly request / carry key-cards / all times.
11. Passengers / remind / not leave / baggage unattended.
12. Children / encourage / take part / activities / board.
THE CANARY ISLANDS: GEOGRAPHY
Volcán de Teneguía
13. Complete this chart with the geographical features given and the name of the is-
land where each place is located.
Valley (2)
Ravine (1)
Pine forest (1)
Wood (2)
Volcano (4)
Archaeological site (2)
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Geographical feature / site Island

Inagua:
Gran Rey:
Cenobio de Valerón:
Caldera de Bandama:
Garajonay:
El Cedro:
Teneguía:
Tindaya:
El Sabinar:
Timanfaya:
Guayadeque:
La Orotava:
THE CANARY ISLANDS: HISTORY
14. Match the dates with the following data about the history of the Canary Islands
and put them in the correct chronological order.
1960; early 16th century; 1830; 1492; 1402; 1483; 17th and 18th centuries;
1496; 1478; late 19th century
a. The cochineal insect cultivation went bankrupt and it was partly substituted by banana
growing.
b. Juan de Bethencourt and Gadifer de la Salle reached Lanzarote. It was the beginning
of the Conquest.
c. The Cabildos (inter-islands councils) were created in order to guarantee the Castilian
power over the islands.
d. It was the beginning of the tourist boom.
e. Columbus stopped over in Gran Canaria on his way to America.
f. Juan Rejón got to La Isleta with 500 men to conquer Gran Canaria.
g. The cochineal insect cultivation was introduced in the islands to obtain a red dye.
h. The conquest of Tenerife is over and all the islands join the Castilian Crown.
i. Potatoes, tomatoes, corn, tobacco,… were brought from America and cultivated in the
Canary Islands.
j. Bentejuí, reluctant to surrender to the Castilians, leapt into the void shouting “Atis
Tirma!”
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15. Listen to seven descriptions of the Canaries and decide which island each one de-
scribes. (track 13)
Focus on language DEGREES OF CERTAINTY
There are different ways of expressing possibility, i.e. different degrees of certainty about
a fact or an event. One of the most frequent forms is the use of modal verbs. As we saw in
Inglés Turístico II, module 3, one of the main uses of modal verbs is to talk about the
possibility or probability of a situation or event. The modal we use depends on the degree
of certainty.
Complete certainty (positive or negative)
We use the modals: shall, will, shan’t, won’t, must, can’t, couldn’t, would and wouldn’t.
Tomorrow they’ll be exhausted after the long journey.
I shall be with you in a minute.
The train won’t arrive on time.
She can’t be the same guide, Ann’s now in Dubai.
He told me he wouldn’t stay at this hotel. And he booked a room in another one.
The plane must have left by now. It’s a quarter to twelve.
Possibility
We use the modals: should, shouldn’t, ought to, oughtn’t to, may and may not.
He should / ought to be in the restaurant. He told me he would be there at this time.
They may visit the stately home tomorrow.
The museum may not be open after 18:00.
It shouldn’t / oughtn’t to be expensive to take the tube.
Notice the difference between:
They may visit the stately home tomorrow (they haven’t decided yet; “podrían visitar”
/ “puede que visiten”)
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and
They can visit the stately home tomorrow (it’s open to the public; “pueden visitar,
no hay inconveniente”)
Weak probability or expectation
We use the modals: might, might not and could.
You could be a tour guide one day.
He might be waiting at the entrance, we don’t know.
The journey might not be as tiring as you think.
Theoretical or habitual possibility
We use the modals: can and may.
Up to 150 people can stay at this hotel.
Foreigners may have problems with the language.
You can travel either in May or in June.
Conditional certainty or possibility
We use the modals: would, wouldn’t, could, couldn’t, might and might not.
If it rains tomorrow, we could visit the cathedral.
If the guide came now, we would leave earlier.
The tour mightn’t be so interesting if we didn’t visit the palace.
They couldn’t travel if their parents didn’t go with them.
I wouldn’t go on the full-day tour if it started before 9:00.
We can also use phrases to express different degrees of probability. Most of these phrases
are used with will. Here is a list of expressions from the most to the least probable event.
To be bound /certain / sure to

There’s a distinct possibility

To be (very) likely to

It’s just possible

There’s a slight chance

To be unlikely to / It’s (most / very) unlikely that

I doubt very much

There’s no way / no possibility / no chance
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Here are some examples of how they are used.
I doubt very much (that) these tourists will join them for the excursion.
It’s just possible (that) they’ll come back next year.
There’s no chance (that) he’ll change his mind.
There’s a distinct possibility that the guided tour will finish before dark.
Bound, likely and unlikely can also be followed by the infinitive:
Not all the tourists are likely to book the walking tour.
They’re bound to reduce costs if they want to continue in the market.
That guide is unlikely to escort them during the river tour.
16. Rewrite these sentences keeping the original meaning and using the words in
bracket.
a. It’s impossible for them to have left the hotel; I’ve just seen them at the swimming
pool. (can’t)
………………………………………………………………………………………
b. You should be able to catch the 2 o’clock bus. (distinct possibility)
………………………………………………………………………………………
c. I’m sure the spa is now closed. (bound)
………………………………………………………………………………………
d. If you’re lucky, you’ll get to the top of the mountain before dark. (might)
………………………………………………………………………………………
e. I doubt they’ll come back to this hotel. (unlikely)
………………………………………………………………………………………
f. There’s a distinct possibility this business traveller will be upgraded. (may)
………………………………………………………………………………………
g. She’ll most probably agree with the hotel’s policy. (bound)
………………………………………………………………………………………
h. I can’t take this flight with you. (no chance)
………………………………………………………………………………………
i. He’s likely to leave the hotel if the receptionist doesn’t apologise. (might)
………………………………………………………………………………………
j. The hotel might just attract more investment to the area. (slight chance)
………………………………………………………………………………………
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17. Read the following article about La Gomera and write the questions for the answers
provided.
La Gomera, the second-smallest and one of the

most unspoilt of the Canary Islands is a 45-minute
ferry ride west of Tenerife. It is a walker’s paradise.
You can walk for two weeks and never retrace your
steps.
The island’s Parador overlooks Gomera’s main
town, St Sebastián, and the sea. It is, in the best tra-
dition of the Spanish state-owned historic hotels,
El Cedro both severe and luxurious. It has red stone walls, a
Moorish inner courtyard and a spectacular yet unheated swimming pool.
La Gomera has no snakes and almost no insects, a fact which maybe contributes to the
deep peace on the island – a quiet unlikely ever to be interrupted by mass tourism, as inter-
national flights can’t land at its tiny airport.
La Gomera is the only place in the world to have developed whistling into a language:
Silbo Gomero. It is thought to have arrived with settlers from the Atlas mountains of North
Africa 2,500 years ago. It evolved as a means of communicating across the island, which is
circular in shape and divided by deep ravines.
Documented since Roman times, whistling helped Gomerans resist the Spanish conquis-
tadors in the 15th century. Gomerans can whistle fluently about anything: births, marriages,
deaths while the price of a goat can be negotiated between cliff top and valley. A whistled
message can encircle the island in an hour. There are even whistling accents (the northern
and southern whistles sound different). But whistling is fighting for its life – against the mobile
phone. To keep tradition alive, it is now on the primary school syllabus and evening classes are
available too. There are even whistling competitions in which the competitors stand 90 metres
apart and one of them whistles a message provided by the judges for the other competitor
to make his interpretation.
La Gomera was Christopher Columbus’s last port of call before he crossed the Atlantic.
He had planned a four-day stay in August 1492, to take on provisions, but fell in love with
the island’s governor, Beatriz de Bobadilla, and couldn’t tear himself away until almost a
month later.
(Source: Adapted from The Observer, 10 Jan 2010)
1. ........................................................................................................................................?
Forty-five minutes.
2. ........................................................................................................................................?
It’s a state owned hotel.
3. ........................................................................................................................................?
It has red stone walls and a Moorish inner courtyard.
Cruising and the Canary Islands 165I 4
4. ........................................................................................................................................?
Because it only has a small airport.
5. ........................................................................................................................................?
Two thousand five hundred years ago.
6. ........................................................................................................................................?
To communicate across the island.
7. ........................................................................................................................................?
It is divided by ravines.
8. ........................................................................................................................................?
The mobile phone.
9. ........................................................................................................................................?
Ninety metres apart.
10. ........................................................................................................................................?
To stock up with provisions.
Focus on language FORMING ADJECTIVES FROM NOUNS AND VERBS
Some adjectives in English are formed by adding a suffix to a noun or a verb. The possible
suffixes are: -able/-ible / -ble, -ic, -ful, -al, -ate, -y, -ous, -ical, -ese, -ish, -ive, -less, -like.
18. Take a noun or a verb from the box and form an adjective to fill in the gaps in the
sentences below.
help enjoy tradition hospitality comfort delicacy dirt

noise type panorama pride economy responsibility elegance
spice fame Portugal energy luxury romance
1. The seats on the overnight coach were so ______________ that we slept all the way.
2. The hotel in Playa Las Américas was very ______________. It had all kinds of facilities
and an excellent spa.
3. The people in the apartment next door were so _______________ that we couldn’t
get to sleep at night.
4. In the restaurant in Agaete, they served _____________ fresh fish and papas arrugadas
with a _______________ red sauce.
5. From the window of our room we had a _______________ view of Teide.
6. The people from El Hierro island are so _______________ . They really make you
feel welcome.
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7. Every five years in La Palma there is a _______________ festivity called “La Bajada
de la Vírgen”.
8. The story of Gara and Jonay, who threw themselves into the sea for love, is very
_______________ .
9. You need to be quite _______________ if you are going on a hike in the Caldera de
Taburiente.
10. The en-suite bathroom in the room was very
__________ so we complained to the receptionist.
11. The cruise around the islands was extremely
_______________ . The weather was wonderful
and the places we visited were very interesting.
Caldera de Taburiente (La Palma)
12. The houses in Teror have wooden balconies,
which are _______________ of Canarian architecture.
13. The inhabitants of La Palma are very _______________ of their island which is known
as ‘La Isla Bonita’.
14. Fuerteventura is ______________ for its long sandy beaches which are popular with
windsurfers from all over the world.
15. The painting showed a beautiful woman dressed in _______________ clothes, standing
beside a willow tree.
16. When we lost our way the islanders were very _______________ .
17. The Front Office Manager of a hotel is _______________ for everything that happens
in reception.
18. A self-catering holiday is usually more ______________ than staying at a hotel.
19. Fernão Maglhães was a _______________ maritime explorer who led the first suc-
cessful attempt to sail around the entire Earth.
REVIEW: ARTICLES AND POSSESSIVES
19. Fill in the gaps with one of the words in the box or nothing (zero article)
a an the this its their
Fuerteventura’s greatest attractions are ............... expansive white sandy beaches - often
acknowledged as ....... finest in ..... Canaries - and ....... negligible rainfall. It is ...... paradise for
windsurfers. Most visitors transfer straight from ...... airport to ........ beach-side hotel and
don’t emerge until ........ end of ......... holiday.
This is good news for ...... more adventurous, as beyond ....... resorts lies ...... island blissfully
unspoilt by ........ tourism, where ....... peace and .........tranquillity can easily be found.
Hiring a car is ......... must as .......... public bus service is eccentric.
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Just ....... 10 minute car ride from ...... beaches of El Cotillo or ........ Natural Park and dunes
of Corralejo is ........ Hotel Rural Mahoh. It is set in ..... beautiful rural location. Built from
.........volcanic stone and wood dating back to ........ nineteenth century, .......... old country
house with nine bedrooms is really special. .......... owners run ....... environmental group which
defends ....... conservation of ...... island, so it’s no surprise to find that ...... swimming pool is
solar-heated and ...... rooms are filled with rustic and antique furniture.
....... capital of the island, Puerto del Rosario, is ...... unattractive city and port but ......ancient
capital of the island, Betancuria, has ..... fine church with ...... baroque altarpiece, ....... Norman
statue of St Catherine and ......... lovely painted ceiling.
(Source: Carl Wilkinson and Jane Knight, The Observer, Sunday December 07 2003)
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SOLUCIONES
Ejercicio 1
liner; passengers; to cater for; to go for; maiden voyage; deck; cabin/stateroom; crew;
boast; off the beaten track; bustling; summit; take a stroll; heritage; highlight; lunar.
Ejercicio 2
1) recent; 2) cabin; 3) re-fit; 4) decks; 5) passengers; 6) seasick; 7) sets;
8) in; 9) cruising; 10) getting; 11) docks; 12) disembark; 13) board; 14) Morocco
15) sharing; 16) porthole; 17) berth; 18) equipped; 19) sittings; 20) cabin;
21) cabin steward; 22) lounger
Ejercicio 3
a. Smoking in the rooms is not allowed.

b. Becoming a pilot implies studying very hard.
c. The reading of the guide book took her two days.
d. Travelling by tube is cheaper than travelling by bus.
e. My favourite holiday is staying at a rural hotel.
f. Your taking a long holiday will do you good.
Ejercicio 4
a. I suggest climbing the mountain tomorrow morning.

b. Avoid travelling into town at rush hour.
c. I admit arriving ten minutes late.
d. I recommend you to take the 8:00 bus. / I recommend taking the 8:00 bus.
e. Please, remember to send me a postcard from Moscow.
f. The manager means to take on more employees.
g. Try to be here at noon.
Ejercicio 5
1. a; 2. a; 3.a; 4. b; 5.a; 6.a; 7.a; 8.b; 9. a; 10. b

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Ejercicio 6
a. Jennifer wanted Clarice to come / go with her.

b. The receptionist reminded the guest to be at the restaurant before 11:00 am.
c. The security guard made them leave their cameras at the entrance.
d. I would love you to visit me next summer.
e. I expect you to be at the meeting point at noon.
f. The maitre d’ told the waiter to take the order from table 5.
g. The bad weather caused the guided tour to be postponed.
Ejercicio 7
1. No he hasn’t. He mentions it’s the first time. 2. Italy and Tunisia. 3. The type of cabin.
4. The standard one with a porthole. Because the suite is too expensive and he wants to see
the sea. 5. All the meals and the live entertainment and activities. 6. You can leave the children
at the Kids’ club and go on the excursions. 7. You can book them through the travel agency
or on board on the interactive television. 8. Before departure. Because they may be fully booked
later. 9. They have symbols that grade them according to the physical activity involved. 10.
At the back of the brochure.
4 I
Ejercicio 9
Picture 3
Suggested answers
1) Stand behind a chair and turn to the side placing your left arm on the back of the chair.
Stretch your right leg out behind you. Bending both knees, lower yourself as far as pos-
sible keeping your back straight. You can touch the floor with your right knee and feel
the stretching on your hip flexors as you try to pull forward with your buttocks. Hold
the position for 15 seconds and do the same with the other leg stretched out behind
you.
2) Stand in front of a chair, stretch your left leg out and put your foot on the chair keeping
your leg straight. Keep your right leg straight. Put your left hand on your leg just above
the knee. Lean slightly forward keeping your back straight, and try to stick your bottom
out in order to stretch your hamstrings as much as possible. Hold the position for 20
to 30 seconds, and then repeat with the other leg.
Ejercicio 10
A.Lie; back; stretched; leg; bending; hold; knee; Hold; same.

B. Lie; back; outwards; feet; toes; floor; hands; position.
C. Stand; wall; stretch; flat; Lean; palms; bending; leg; Hold.
Ejercicio 11
All passengers […] are required to have…

You are not required to have …
you will be asked to hand over …
you are strongly advised to check …
All passengers are reminded to have …
You are required to be …
passengers are asked to put …
Gentlemen are required to wear …
All passengers will be required to attend …
You are invited to take part …
you are recommended to book …
children are not allowed to swim …
I
Ejercicio 12
1. Guests are required to fill in (the) registration cards.

2. Passengers are requested to remain seated until the plane comes to a standstill and the
engines are turned off.
3. Passengers are not allowed to smoke anywhere on the cruise ship except in the desig-
nated areas.
4. Guests are expected to vacate their rooms by (before) noon.
5. Children under 18 are forbidden to enter the bar lounge.
6. Guests are kindly requested not to take bath towels to the beach.
7. Guests are required to settle their bills half an hour prior to (their) departure.
8. Visitors are kindly requested not to touch the exhibits.
9. Guests are advised to deposit valuables in the safe.
10. Guests are kindly requested to carry their key-cards at all times.
11. Passengers are reminded not to leave baggage unattended.
12. Children are encouraged to take part in (the) activities onboard.
Ejercicio 13
Geographical feature / site Island

Inagua: pine forest Gran Canaria
Gran Rey: valley La Gomera
Cenobio de Valerón: archaeological site Gran Canaria
Caldera de Bandama: volcano Gran Canaria
Garajonay: volcano La Gomera
El Cedro: wood La Gomera
Teneguía: volcano La Palma
Tindaya: archaeological site Fuerteventura
El Sabinar: wood El Hierro
Timanfaya: volcano Lanzarote
Guayadeque: ravine Gran Canaria
La Orotava: valley Tenerife
Ejercicio 14
1402: b; 1478: f; 1483: j; 1496: h; early 16th century: c; 1492: e; 17th and 18th centuries: i;
1830: g; late 19th century: a; 1960: d.
4 I
1. Lanzarote
2. El Hierro
3. Fuerteventura
4. La Palma
5. Gran Canaria
6. Tenerife
7. La Gomera
Ejercicio 16
a. They can’t have left the hotel; I’ve just seen them at the swimming pool.
b. There’s a distinct possibility (that) you will be able to catch the 2 o’clock bus.
c. The spa is bound to be closed.
d. You might get to the top of the mountain before dark.
e. It’s unlikely (that) they’ll come back to this hotel./ They are unlikely to come back to
this hotel.
f. This business traveller may be upgraded.
g. She’s bound to agree with the hotel’s policy.
h. There’s no chance (that) I’ll take this flight with you.
i. He might leave the hotel if the receptionist doesn’t apologise.
j. There’s a slight chance the hotel will attract more investment to the area.
Ejercicio 17
Suggested answers
1. How long does it take (to get) from Tenerife to La Gomera on the ferry?
2. What is a Parador?
3. What is the Parador like?
4. Why is La Gomera unlikely to have mass tourism?
5. How long ago did the Silbo come to La Gomera?
6. Why did it evolve?
7. What is the island like? How is the island divided?
8. What is making the Silbo fight for its life? What is competing with the Silbo?
9. How far apart do the competitors stand?
10. Why did Christopher Columbus stop in La Gomera?
I
Ejercicio 18
1. comfortable; 2. luxurious; 3. noisy; 4. delicious; 5. panoramic; 6. hospitable; 7. traditional;

8. romantic; 9. energetic; 10. dirty; 11. enjoyable; 12. typical; 13. proud; 14. famous; 15.
elegant; 16. helpful; 17. responsible; 18. economical; 19. Portuguese.
Ejercicio 19
Fuerteventura’s greatest attractions are its expansive white sandy beaches - often acknowledged
as the finest in the Canaries - and its negligible rainfall. It is a paradise for windsurfers. Most
visitors transfer straight from the airport to a / their beach-side hotel and don’t emerge until
the end of the/their holiday.
This is good news for the more adventurous, as beyond the/its resorts lies an island blissfully
undisturbed by tourism, where peace and tranquillity can easily be found. Hiring a car is a
must as the public bus service is eccentric.
Just a 10 minute car ride from the beaches of El Cotillo or the Natural Park and dunes of
Corralejo is the Hotel Rural Mahoh. It is set in a beautiful rural location. Built from volcanic
stone and wood dating back to the nineteenth century, this old country house with nine bedrooms
is really special. Its owners run an environmental group which defends the conservation of
the island, so it’s no surprise to find that the/its swimming pool is solar-heated and that
the/its rooms are filled with rustic and antique furniture.
The capital of the island, Puerto del Rosario, is an unattractive city and port but the ancient
capital of the island, Betancuria, has a fine church with a baroque altarpiece, a Norman statue
of St Catherine and a lovely painted ceiling.
4 I
ACTIVIDADES
1. Oral activity: Discuss the advantages and disadvantages of going on a cruise.

I
BIBLIOGRAFÍA
MURPHY, R. (1994). Verb + (object) + to…. En English Grammar in Use (2ª ed.) (pp. 108-
109). Cambridge: Cambridge University Press.
— (1994). Verb + -ing or to... En English Grammar in Use (2ª ed.) (pp. 110-115). Cambridge:
Cambridge University Press.
SWAN, M. (1995). Infinitive complements (2). En Practical English Usage (2ª ed.) (pp. 268-269).
— (1995). –ing forms used like nouns (1). En Practical English Usage (2ª ed.) (pp. 278-279).
— (1995). –ing forms used like nouns (5). En Practical English Usage (2ª ed.) (pp. 283-285).
— (1980). Modal auxiliary verbs: meanings. En Practical English Usage (p. 335). Oxford: Oxford
University Press.
WILKINSON, C. & KNIGHT, J. (2003). The Observer. Sunday December 07, 2003.
http://en.wikipedia.org/wiki/File:Map_of_the_Canary_Islands.svg
http://www.acclaimimages.com/search_terms/cruise_liners.html
http://www.cruises.about.com
http://www.cruisedirectonline.com/cruiseguide.htm
http://www.cruisingholidays.co.uk
http://www.cruiseindustrynews.com/cruise-news-articles/67-articles/5225-spring-2011-ed-
itorial-delivering-excitement.html
http://www.cunard.com
http://www.destinationoceans.com/faqs.asp?pageID=148#csa04
http://www.ownersdirect.co.uk/holidays-canary-islands.htm
http://www.spain.info/TourSpain/costas%20y%20playas/costas/0/Gran%20Canaria?lan-
guage=es
http://www.uefap.com/speaking/function/instruct.htm
DUBICKA, I. & O’KEEFFE, M. (2003). Cruise ships. En English for International Tourism. Pre-
Intermediate Student’s Book (pp. 40-42). Essex: Longman.
EASTWOOD, J. (1999). A / an and the. En Oxford Practice Grammar (pp. 196-207). Oxford:
— (1999). Possibility and certainty: may, might, could, must, etc. En Oxford Practice Grammar
(pp. 112-113). Oxford: Oxford University Press.
4 I
— (1999). Verb + to-infinitive or verb + ing-form? En Oxford Practice Grammar (pp. 144-155).
— (1999). Verb + object + to-infinitive or verb + ing-form. En Oxford Practice Grammar (pp.
156-157). Oxford: Oxford University Press.
— (1999). Word formation. Adjective suffixes. En Oxford Practice Grammar (p. 369). Oxford:
HARDING, K. (1998). Travel by sea and river: cruises and ferries. En Going International. Eng-
lish for Tourism (pp.74-87). Oxford: Oxford University Press.
MURPHY, R. (1994). A /an and the. En English Grammar in Use (2ª ed.) (pp. 142-155). Cam-
— (1994). May and might. Should. En English Grammar in Use (2ª ed.) (pp. 58-61; 66-67). Cam-
I
1. The places you go to on a cruise are called ports of ____________.

A call B visit C shore D disembarkation
2. The equivalent of the word ‘floor’ in a building is _______________ on a ship.

A storey B flat C cover D deck
3. The ship usually_______________ sail at midnight and arrives at the next port at dawn.
A set B sets C put D puts
4. The person who serves you at table on a cruise is called a table _____________ .
A waiter B purser C attendant D steward
5. If you feel _______________ on board, you should perhaps take a tablet

A sea-legs B ship-sick C seasick D wave-sick
6. As the dining rooms on board ship don’t usually hold all the passengers there are two
_____________ .
A turns B sittings C goes D shifts
7. He asked me if I minded _______________after his things while he went in the water.

A look B to look C caring D looking
8. _______________ places of interest can be tiring.

A Visit B To visit C Visiting D Visited
9. The young couple couldn’t afford ______________ a car.

A hire B hiring C to hire D to hiring
10. Please remember ____________ sun cream because the Mediterranean sun is very strong.
A packing B to pack C pack D packed
11. They stopped _____________ at the views from the castle because they were spectacular.
A looking B look C to looking D to look
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12. The guide advised ______________ the tour because it was rather a dangerous place.
A we to take B us to take C that we take D us taking
13. The tourists were requested _______________ money to the local children.
A not give B not giving C not to give D don’t give
14. We were looking forward ______________ on holiday because we had had a very stress-
ful year.
A to going B going C to go D go
15. A ravine is a _______________.

A steep-sided valley B tunnel C cliff D kind of volcano
16. To surrender means to _______________ .

A give up to B conquer C go into battle D commit suicide
an enemy
17. That _______________ be our rep. She said she was going back to England today.
A may not B might not C mustn’t D can’t
18. ‘The chambermaid must have cleaned the room’ means _______________ cleaned it.
A she may have B I’m sure she’s C it’s her duty to have D she might have
19. The weather in the Canaries is nearly always good so it’s not very _______________ to
rain.
A probable B possible C likely D bound
20. There’s ____________ the hotel will open in October. They haven’t even started work
yet.
A no doubt B no chance C no bet D no conclusion
21. Tenerife is best known for _______________ volcano.

A its B his C her D their
I
1. A
2. D
3. B
4. D
5. C
6. B
7. D
8. C
9. C
10. B
11. D
12. B
13. C
14. A
15. A
16. A
17. D
18. B
19. C
20. B
21. A
4 I

archaeological site yacimiento arqueológico
berth litera
billiards billar
bound (adj.) seguro/a
buttock nalga
cabin camarote
card carta, naipe, baraja
chance posibilidad
chess ajedrez
clearance autorización
cliff acantilado
cochineal cochinilla
cocktail / evening dress traje de fiesta
compulsory (adj.) obligatorio/a
contest concurso, competición
courtyard patio
deck cubierta
distinct claro/a, obvio/a
dock muelle
dye tinte
expiry date fecha de
fleet flota
fruit machine máquina tragaperra
grim (adj.) sombrío, deprimente
hamstring ligamento de la corva
heel talón
hip cadera
investment inversión
jagged (adj) abrupto
knuckle nudillo
lecture charla, clase
liner transatlántico
lounge suit traje de vestir (de hombre)
I
lounger tumbona
lush (adj.) exuberante
maiden (adj.) inaugural
negligible insignificante
on-board (adj.) a bordo
on-shore en tierra
port of call puerto de escala
porthole ojo de buey
pride orgullo
provisions suministros
ravine barranco
re-fit reparación, reacondicionamiento
renowned (adj.) de renombre
stateroom camarote
sitting turno
slot machine máquina tragaperras
sole planta (del pie)
steep (adj.) empinado/a
stronghold bastion, baluarte
stunning (adj.) deslumbrante
summit cumbre
trouser press prensa plancha pantalones
unspoilt (adj) vírgen
vaccination vacunación
vessel navío
void vacío
Verbs
to advise aconsejar
to appeal atraer
to argue discutir
to bend doblar, flexionar
to cater for satisfacer
to evolve evolucionar, desarrollarse
to fall in love with enamorarse de
to glide deslizarse
4 I
to go for optar por

to hand out repartir
to host ser la sede, albergar
to lean inclinarse, apoyarse
to overlook dar a (tener vista a)
to surrender rendir(se)
to require requerir, exigir
to retrace volver sobre
to sell out agotar (las existencias)
to soak up absorber, empaparse de
to steady sujetar
to stick out sacar; sobresalir
to take a stroll ir de paseo
to take to tomar gusto a
to tear oneself away separarse, despegarse
to upgrade mejorar, subir de categoría
to whistle silbar
The F & B department
5 Unidad
de Aprendizaje
PRESENTACIÓN
Esta unidad de aprendizaje está dedicado al departamento de Alimentos y Bebidas. Nos

detenemos en el vocabulario, expresiones, diálogos, etc. propios de este departamento y se
trata el hotel como centro de congresos y diferentes tipos de eventos. Además se analiza las
diferencias que implica para el hotel un cliente de negocios con respecto a un turista. Se repasa
la voz pasiva. También hay dos apartados dedicados a los correos electrónicos, en el primer
caso, como medio para presentar quejas y responderlas y, en el segundo, para responder a so-
licitudes de celebración de un evento en el hotel.
OBJETIVOS
• to get a deeper knowledge of the department: staff, duties, etc.

• to get practice in the correct use of vocabulary and expressions typical of the restaurant.
• to practise writing emails of apology.
• to acquire lexis related to events.
• to look at the difference between a business guest and an ordinary tourist.
• to review the passive voice.
• to focus on the hotel as a venue for conferences.
• to get practice in describing room layouts, shapes, dimension and capacity.
• to look at emails enquiring about holding events at a hotel and to practise writing the
replies.
5 I

Describing layout, shape, dimension and Explaining a waiter’s job
capacity Writing emails of apology and reply
Reviewing the passive voice Describing a hotel as a venue for events
Writing emails responding to enquiries
Lexis about holding events at a hotel
Staff in the Food and Beverage Department Describing rooms for conferences
Restaurant vocabulary
Expressions in emails of complaint and apology
Types of meetings and events
Conference and banqueting facilities
Types of celebrations
Conference expressions
Lexis
Staff in the Food and Beverage
Department
Restaurant vocabulary
Expressions used in emails of
complaint, apology and reply Functions and specific skills
Types of meetings and events Explaining a waiter’s job
Conference and banqueting facilities Writing emails of apology and
reply
Describing hotels as venues for
events
Focus on language Describing rooms for conferences
Reviewing the passive voice
Describing layout, shape,
dimension and capacity
I
The F & B department 187 5
THE FOOD AND BEVERAGE DEPARTMENT
This is a very important department in the hotel as most guests will use it throughout their
stay. It includes:
• Restaurant
• Kitchen
• Bars
• Room service
In some hotels it also includes:

• Events
1. a) Read the text below and match the headings to the paragraphs.
The main tasks carried out in the restaurant

How the kitchen is organised
Working in the bar
Taking Orders for Food and Drink
Seating Customers
The Pecking Order in the Food and Beverage Department.
The Head Waiter’s responsibilities
Serving Food and Drink
................................................................................
The food and beverage manager is in charge of this department. Three people report directly
to him: the head waiter or maitre d’hotel, the bar manager and the head chef. The head waiter
supervises the specialist wine waiter or sommelier, the station waiters, the waiters and waitresses
and the trainees. The bar manager is responsible for the bar staff (barmen, barmaids, waiters,
and trainees). The head chef manages the kitchen and under him comes the sous chef. Then
the chefs de partie (responsible for meat, vegetables, desserts, fish …) and the head plate washer
report to the sous chef. The pastry chef or pâtissier, like other chefs de partie, is helped by
the commis chefs. Finally, the kitchen porters and the trainees, next to the dishwashers or
plongeurs come at the bottom of the line.
......................................................................
Breakfast and evening meals will generally be served in the restaurant and, depending on
the hotel, there may be a lunch time service as well. The restaurant works closely with the
kitchen and bar, but will also have to liaise with other departments in the hotel.
5 I
The duties involved in the restaurant may include:

• Seating customers
• Taking orders for food and drinks
• Serving food and drinks
......................................................................
As the person responsible for the restaurant, the
head waiter must collaborate closely with the F& B Manager in the making up of menus, taking
guests’ preferences into account. Of course he has to organise his staff ’s shifts, days off and
holidays. He must ensure that quality standards are maintained and that the guests are satisfied
with the food and service provided. He welcomes them to the restaurant and is usually in
charge of seating them. He also has to deal with any complaints.
......................................................................
When customers enter the restaurant, they are usually asked if they have a booking or not.
A typical question would be: “Good evening sir, do you have a reservation for this evening?”.
If they do have a reservation, a table will have been allocated to them and they can then be
seated, i.e., they are shown to the table. If they do not have a reservation then the member
of staff will need to ask how many people the table is required for, so he asks: “How many
of you are there?” or “How many is the table for?”. If there isn’t an available table, the staff
member will have an idea of how long the guest(s) will have to wait and may suggest they do
so in the bar.
......................................................................
When asking what the customer would like to eat, the server needs to write it down and
give the order to the kitchen. This will usually consist of starters and main courses at this
first stage. Some hotels will have a wine waiter or sommelier who will take the drinks order.
If there is no wine waiter, the server may be required to take the order for drinks as well as
food. He or she should know about the ingredients of dishes on the menu in case of any
questions such as “How is it made?” or “What does it come with?”
......................................................................
Once the meals are ready they can be served to the customers. The table number on the
top of the order identifies who has ordered what. Drinks are usually served in a glass straight
from the bar and are simply placed on the table. Wine, however, may be ordered by the bottle
and in most hotel restaurants will be opened at the table and a small amount will be poured
for one of the clients to taste. Food may be served in a variety of ways depending on the
style of the restaurant, time of day and the hotel. For evening service, most hotels will use
either plate service or silver service. The latter means that the food is served at the table by
the waiter usually using a serving spoon and fork. When the guest has finished eating, the
plates, glasses etc. are cleared away.
......................................................................
The job of a chef is to make sure that the food not only looks attractive but also tastes
good. A chef has to cook for large numbers of people, so he will have to use a wide selection
of equipment. In a hotel kitchen, there will be different types of chefs with various levels of
I
experience. The head chef is responsible for the whole operation. He
oversees the production of meals, plans the menus, supervises room service,
manages the staff and is also in charge of ordering supplies, controlling
costs, and ensuring that health and safety regulations are kept. Under him
is the sous chef who will be skilled in all aspects of kitchen work. The
chefs de partie are responsible for a part of the cooking e.g., soups, sauces,
pastry, some main courses, preparing and cooking vegetables and starters.
Further down the scale are the assistant chefs or commis chefs who, at
first, will only observe what is being done and help wherever required.
......................................................................
A ‘bar’ is a selling point in all licensed premises. Bar staff are responsible for selling a wide
range of alcoholic beverages, soft drinks, hot beverages as well as tobacco and food. Besides
stocking up the bar, the bar staff will have to prepare ice, sliced lemons and cherries. They
may need to put away deliveries and organise the cellar where beer barrels and bottles of all
kinds must be stored at the correct temperatures and conditions to maintain their quality.
Don’t forget that ‘Would you care for some coffee?’ is more polite than ‘Would you
like some coffee?’
1. b) Choose the correct answer according to the text.
1. The person in charge of a part of the kitchen is the chef de _______________ .

A section B area C partie D carte
2. The person who greets the customers in the restaurant may ask: “How many of you
are _______________ ?”
A you B here C eaten D there
3. The chef in charge of making the desserts is called the _______________ chef.
A cake B pastry C dessert D sweet
4. If you want to know what is served with something, you say: “What does it
_______________with?”.
A go B come C serve D accompany
5. If the food is served by the waiter with a spoon and fork, it is called ____________
service.
A silver B gold C plated D platinum
5 I
THE RESTAURANT
2. Test your restaurant language:
1. What three parts is a menu usually divided into?

2. What do you have to do if the client says he wants some wine?
3. What items would you find on a table in a restaurant?
4. What are the two kinds of mineral water?
5. What do you say to a client who comes into the restaurant and you don’t know what
size table to give him/her?
6. If a client asks for ‘dressing’ what does he want?
7. a) If a client orders steak what do you ask him/her?
b) What three answers could he give?
8. What do you call the extra money left for good service?
9. If you serve coffee from a pot, what three words would you use to ask the client how
he wants his coffee?
10. What is a more polite form of ‘Would you like?’
11. What kind of wine can you order?
Lexis RESTAURANT
3. Match these words with the correct definitions below.
carafe appetizer tea strainer toast rack service cloth cooler

ice bucket fingerbowl candelabra crockery corkscrew
sitting utensil cheeseboard cover sweet trolley
salver cutlery cocktail shaker bottle opener tureen cruet brigade
a. A large plate, usually made of metal, on which drinks or food are served at a formal
event.
b. Knives, forks and spoons, used for eating and serving food.
c. An object with several branches for holding candles or lights.
d. A time when a meal is served in a hotel to a group of people at the same time.
e. Plates, cups, dishes, etc.
f. A utensil used for opening bottles.
g. A kitchen tool like a spatula, knife,...
h. A tool for pulling corks from bottles.
I
i. The team of people working in the restaurant.
j. A container for keeping ice in.
k. A tool for stopping the tea-leaves going into the cup.
l. A glass container with a wide neck in which wine or water is served at meals.
m. A device with wheels for showing different desserts to clients.
n. The American word for ‘starter’.
o. A set of containers for salt, pepper, oil, etc. for use on the table at meals.
p. A large deep dish with a lid, used for serving vegetables or soup.
q. A container in which alcoholic drinks are mixed.
r. A utensil made of metal or wooden bars, used for holding toast.
s. A bowl with liquid in it used by clients to clean their fingers after some dishes.
t. A container for putting a bottle of wine/champagne in to keep it cold.
u. A piece of cloth that hangs over the waiter’s arm.
v. One place for one person at the table.
w. A board that is used to cut or to serve cheese.
4. Complete the dialogue by adding the missing words and putting the verbs in the
correct tense. Do not change the order.
Head Waiter: Hello Joanna! Welcome / restaurant. Name / be / Tony. I / go / be / boss.

I introduce / other waiters / waitresses.
___________________________________________________________________ .
Trainee: Thank you. I / be / happy / start / train / waitress with you. I / never / work
/ restaurant / before.
____________________________________________________________________ .
Head Waiter: Not worry./ You / soon learn.
___________________________________________________________________ .
Trainee: I / do / best.
____________________________________________________________________ .
Head Waiter: Well, /when / guests / sit down / you hand / menus. As soon / they
choose / you take / order.
___________________________________________________________________ .
Trainee: I / have / take orders / drinks?
___________________________________________________________________ ?
Head Waiter: No. / You / call / sommelier. You / take / order / food / and give / chef.
____________________________________________________________________ .
5 I
Once / food / ready, / you bring / table / serve guest / left.

____________________________________________________________________ .
Remember / pour out / wine / water / during / meal / and ask if /everything be alright.
____________________________________________________________________ .
When / guest / finish / eat / you clear away / dirty plates. Not forget / wipe / crumbs /
table.
___________________________________________________________________ .
There be / sweet trolley / so / if guest / not want dessert / menu / you show / trolley.
___________________________________________________________________ .
After dessert / you offer / guest / coffee. If / he stay / hotel, he / have / sign / voucher
room number on.
___________________________________________________________________ .
Finally, when guest / leave / you clear / table / lay up / next meal.
____________________________________________________________________ .
You / have / questions?
___________________________________________________________________ .
Trainee: No, not / moment. I hope / remember / everything.
____________________________________________________________________ .
Focus on language EMAILS OF COMPLAINT AND APOLOGY
Poor service at the restaurant or bar or low quality food often lead to complaints. Some-
times, they are made after the clients have left the hotel and the email is the usual means of
communication chosen.
Complaints
5. Here is a list of phrases typical of emails of complaint. Choose the correct word
in each phrase between the two options in italics.
a. I am writing to complain on / about...

b. I am writing in connection / reference with...
c. I would like to draw / pay your attention to...
d. I need a solution quick / urgently.
e. The food was well under / below the standard I expected.
f. I wish to complain in the strongest possible terms/ words about...
g. I believe I am deserved / entitled to an immediate reply.
h. I would like to express my strong inconvenient / dissatisfaction with the service I received...
The F & B department 193I 5
i. I insist on a full refund / return, otherwise I will be forced to take the matter deeply / further.
j. You have caused me considerable inconvenience / inconvenient.
Apologies
6. An email of apology usually contains some of the following sentences. Match the
beginnings with the endings.
a. I was very concerned...

b. Please accept my sincere apologies...
c. You have the assurance that...
d. To compensate...
e. We are doing everything we can to ...
f. I’ll look into the matter urgently...
g. As a gesture of goodwill, ...
h. I can assure you ...
i. If you have any further queries...
j. This was due to...
k. We appreciate that this has caused you considerable inconvenience,...
l. Thank you very much...
1. do not hesitate to contact me.

2. and get back to you tomorrow.
3. but we cannot accept any responsibility on our part.
4. for bringing this matter to our attention.
5. for everything that happened.
6. to learn about the problems you experienced.
7. that this will not happen again.
8. circumstances beyond our control.
9. for the inconvenience caused we will...
10. resolve the issue.
11. I will sort out the problem.
12. we are sending you a voucher for a free meal in our restaurant.
5 I
Lexis MEETINGS, EVENTS AND CELEBRATIONS
Hotels are frequently chosen as the venue to hold meetings and conferences and to celebrate
different types of events. People working in tourism attend meetings and events, such as:
a lecture a board meeting a workshop

a conference / congress a trade fair a team building event
7. Say what type of event each of the following group of people would attend.
a) A group of pastry chefs who want to improve their practical know-how.

b) A senior executive and a group of employees meet so that individual strengths can be
made the most of, in order to form a group of workers which will be more effective.
c) An international group of travel agents meeting to discuss new tendencies in holiday
bookings.
d) The directors of a hotel chain meet to take monthly decisions.
e) A group of Tourism students attend a formal talk on new technologies given by a spe-
cialist.
f) Tour operators go there to show and sell their products.
8. Match the following events or functions on the left with their definitions on the
right.
Engagement party a couple celebrate having been married for a certain time
Wedding anniversary people meet to discuss certain topics related to a profession
First Communion two people get married
Stag party a baby is welcomed into the church
Hen party members of a firm are celebrating something
Wedding a man is saying goodbye to being single
Company dinner a woman is saying goodbye to being single
Conference a couple have decided to get married
Christening young people become able to participate in the Eucharist
I
Don’t forget that you celebrate a birthday or an anniversary but you HOLD a confer-
ence or a meeting (to hold, held, held)
9. The words in the box are all related to events. Use them to fill in the gaps below.
Put the verbs in the right tense.
dance floor hold provide silver best man

live honeymoon marquee top upgrade wireless
broadband flower arrangements loyal bridegroom
function toast bride teleconferencing covers venue speech
1. The _______________ _______________ on the table looked really pretty and smelt
wonderful.
2. How many _______________ would you like on each table?
3. At a wedding the _______________, _______________ and their families sit at the
_______________ table.
4. The audio-visual company _______________ flipcharts, projectors etc.
5. Another name for an event is a _______________ .
6. After the wedding, the married couple went away on their _______________ .
7. If you would like to ________________ a conference at our hotel, you should contact
our events co-ordinator.
8. Once you have chosen the _______________ for your conference, you can get down
to discussing the details.
9. Many hotels have Points Schemes to reward _______________ customers. When you
have a lot of points, you can get an _____________ to a better room.
10. At many weddings they prefer to use plate service instead of _______________ service
because it’s faster.
11. There’s always a _______________ _______________ in the room where the wedding
reception is held so people can enjoy themselves after the meal.
12. The _______________ _______________ is usually the one who is in charge of the
rings at the ceremony and also makes a ___________ and a __________ at the wedding
reception.
13. At some weddings they have recorded music but most people prefer _________ music.
14. _______________ and video conferencing are available on request.
15. If the hotel has _______________ _______________ (usually Wi-Fi), you can use
your laptop anywhere in the building.
16. Some weddings are held in a _______________, a large tent which can be put in the
garden.
5 I
THE BUSINESS GUEST
The needs of the business guest are different from those of the ordinary tourist. When
arranging the trip, for example, business guests want to have a choice of flight times and a
speedy transfer through the airport, i.e. an express check-in. They usually belong to frequent
flier programmes with certain airlines, so they get automatic upgrades and free flights. There
are also special needs regarding the hotel.
10. Say which of these things refer to the business guest and which to the ordinary tourist.
reservation at short notice on a budget

long time choosing hotel or resort long stay (1 or 2 weeks)
short stay (1-4 days) swimming pool, leisure activities,…
hotel close to the beach access to fax and Internet
hotel close to the airport and the city centre trouser press
early bookings regular customers
family bookings room for business meetings
rooms allocated in advance loyalty to certain hotel chains
bookings not made personally live entertainment / floor show
spend more on extras extended credit
Besides all these differences, a business guest may often be considered a VIP or Very Im-
portant Person in a hotel. VIPs are usually regular customers well known by the front office
staff, or they are important people in a company. Some hotels even have a VIP Guest Services
Representative whose main duty is to assist these guests from the time they arrive, ensuring
all their needs and expectations are promptly satisfied. A VIP Guest Services Representative
must be able to initiate and engage in conversation in a professional and friendly manner
while maintaining confidentiality at all times. He/she must present a professional appearance
that guests will find appealing and approachable.
VIP guests receive an exceptional and customised treatment that usually includes the
following:
– allocation of rooms in advance
– extra attention to detail
– double checking of rooms before arrival
– additional extras like flowers, wine, etc.
– check-in in the room
– duty manager meets them
– everything they need met in a prompt and efficient manner
– constant assistance so that their expectations are exceeded
I
Focus on language PASSIVE SENTENCES (review)
11. Make passive sentences from the phrases above starting with the words provided
as in the example.
Eg.: additional extras like flowers, wine, etc.

They ………………………………………….
They are given additional extras like flowers, wine, etc.
– allocation of rooms in advance
Their ………………………………………………………………………………..
– extra attention to detail
Extra ……………………………………………………………………………..
– double checking of rooms before arrival
Their …………………………………………………………………………………
– check-in in the room
The check-in ………………………………………………………………………
– duty manager meets them
They ……………………………………………………………………………….
– everything they need met in a prompt and efficient manner
All their …………………………………………………………………………….
– constant assistance so that their expectations are exceeded
They ……………………………………………………………………………….
12. Below is an interview with Angela Hardy, the Personal Assistant to the General
Manager. It is divided into three parts. Listen to the first part of the interview and
answer the questions that follow. (track 14)
1. Where is the GM?

2. How long has Angela worked at the hotel?
3. What job did she do when she started working at the hotel?
4. Why is she an asset to the running of the hotel?
Now you will hear a piece about how the hotel is promoted. What forms of promotion
are mentioned? (track 15)
5 I
The third part of the interview focuses on events. Answer the questions below. (track
16)
(A reference is made to Crown Derby, which was one of the earliest English porcelain
factories (1740s), the first factory being located in Nottingham Road, Derby. The current fac-
tory at Osmaston Road was purpose built in 1875, and the long established tradition of fine
ceramics is continued today at the same location. It was given the title of Royal Crown Derby
by Queen Victoria in 1890.)
1. What types of events does Angela mention?
2. What can people do if they come to a function especially in December?
3. What are the names of the two conference packages she mentions?
4. What does the first one include?
5. How many people can the rooms take?
6. What does she say about the names of the different rooms?
7. What is the difference between Syndicate rooms and Seminar rooms?
8. What equipment do they offer?
9. What is a BEO?
10. What is a function sheet?
11. What do you call the person who rings up on behalf of a company to organise an
event? And who do they contact at the hotel?
12. What is the payment procedure?
13. What does she say about the Rewards Card?
14. Why would it be an advantage to have one?
Lexis CONFERENCE VOCABULARY
13. This is a list of words and expressions used in conferences with their definitions.
One of the words or expressions in each definition is wrong. Correct them.
State-of-the-art equipment:
Devices that are no longer used
Stacking chairs:
Seats that are difficult and quick to move.
Flipchart:
Large sheets of folders fixed at the top so that they can be turned over, used for presenting
information.
Estimated attendance:
The expected number of speakers at a conference.
I
Conference package:
A package that includes all the costs of attending a workshop.
Opening ceremony:
A ceremony to celebrate the end of a conference.
Delegates:
People who give a talk at a conference.
Speakers:
People who come to a conference.
Seating capacity:
The minimum number of people who can sit in a room.
Plenary room:
A small room for sessions in which all the participants are present.
Syndicate room:
A large room for groups of two to ten people.
Hospitality room:
A room where the guests are said goodbye to.
Acoustics:
The shape, design, etc. of a room that make it good or bad for carrying light.
Soundproof room:
A room made so that sound can pass through it.
Lexis EQUIPMENT FOR CONFERENCES
14. Look at the pictures below and write the names of the pieces of equipment.
A ……………………… B ………………………
5 I
F ……………………… G ……………………… H ………………………
I ……………………… J ……………………… K ………………………
Focus on language DESCRIBING LAYOUT, SHAPE, DIMENSION

AND CAPACITY
Conference rooms are usually flexible and they can have different layouts:
in theatre style
in classroom / schoolroom style
in banqueting style
in boardroom style
in horseshoe style or U-shape
in cabaret style
I
Describing layout
It’s set out in theatre style.
It’s arranged in classroom style.

It’s laid out in banqueting style.
Therefore the questions would be:

How is the room set out?
How is the room arranged?
How is the room laid out?
What are the seating arrangements?
Describing equipment
It’s got an LCD projector.
It’s equipped with a flip-chart.
It contains a PA system and a DVD player.
What equipment does the room have?
What is the room equipped with?
What’s the room got in the way of equipment?
How is the room equipped?
Describing shape, dimension and capacity

It’s square / rectangular / round.
It’s L-shaped.
It’s shaped like an H.
It’s 9.3 metres by 11 by 3.
It’s 9.3 metres long by 11 metres wide.
It can take up to 250 people.
It has a seating capacity of 65.
What is the shape of the room?
5 I
How big is the room?

What size is the room?
What are the measurements of the room?
What is the seating capacity?
How many delegates can the room take?
15. Look at the room plans below for the William Duesbury Suite and the Seminar
Rooms and answer the questions.
1. Where should I hold the plenary sessions? The delegates will need to take notes. There
will be just over 100 of them.
2. Which room is more suitable for a product launch? We are expecting about 23 and we
would like to have them seated in horseshoe style.
3. Which room would be most suitable for the closing banquet? There will be about 43
of us and we would all like to face the top table as there will be some prizes given.
4. We only need a fairly small room for a training session. There will only be 12 of us all
together but we will need desks to write on.
5. What is the seating capacity of Seminar room 4 if it is arranged in theatre style?
6. How long is the Red Aves room?
7. How many delegates do the Seminar Rooms take if they are arranged in banqueting
style?
8. We would like to have a buffet for about 90 guests. Would the Gold Aves Room be
suitable?
9. We are holding a meeting for our top executives. There will be between 18 to 20. We
need to sit around a table. What is the smallest room you have available?
I
ROOM CAPACITY (NO. OF DELEGATES)
Theatre Boardroom U-shape Classroom Buffet Dinner Dinner Cabaret

style style style reception dance
William 250 - - 120 250 230 220 130
Duesbury
Suite
Red Aves Room 65 25 25 24 100 - 70 40
Gold Aves Room 60 20 20 24 80 - 50 40
Old Aves Room 75 25 25 36 100 - 70 48
5 I
ROOM CAPACITY (NO. OF DELEGATES)
Theatre Boardroom U-shape Classroom Buffet Dinner Dinner Cabaret

style style style reception dance
Denby Rooms - 10 - - 15 - 10 -
Seminar Rooms 40 18 20 12 40 - 30 30
The F & B department 205 I 5
EMAILS OF REPLY
16. Read the following email enquiring about holding a wedding reception at a hotel
and make up a reply using the guidelines provided below.
Dear Sir/Madam,
I am very interested in celebrating my daughter’s wedding at your hotel. The wedding is at
4 p.m. in Langland church on 2 August, next year. There will be about 130 guests.
I would like to know what facilities you have and I would be grateful for advice on the
menu and of course the wines to accompany the meal. I wonder if you could give me some
idea of the price, and any other information you think would be helpful.
I look forward to your reply,
Yours faithfully,
Janet Bridges
Dear / Bridges,
Thank / much / email / 30 September.
..............................................................................................................................
We / pleased / host / wedding / hotel.
............................................................................................................................
We / offer / individually designed package / make / daughter’s day unforgettable.
............................................................................................................................
Reception / hold / banqueting suite / seat / up / 160 guests comfortably / round tables.
...........................................................................................................................
It boast / view / gardens, / which be ideal / take photographs.
...........................................................................................................................
Regards menu, / choice / several standard possibilities /or tailor-made menu.
..........................................................................................................................
After confirmation / booking / personal wine / food tasting / arrange / chef.
..........................................................................................................................
He offer advice / ensure / wine / food / not only complement / other but suit / budget.
..........................................................................................................................
Wedding co-ordinator / get / touch / you / give price / hire suite / approximate price /
cover.
.........................................................................................................................
Look forward / welcome / hotel.
..........................................................................................................................
Kind regards,
Roger Whittaker
Events Manager
5 I
SOLUCIONES
Ejercicio 1. a)
1. The Pecking Order in the Food and Beverage Department

2. The main tasks carried out in the restaurant
3. The Head Waiter’s responsibilities
4. Seating Customers
5. Taking Orders for Food and Drink
6. Serving Food and Drink
7. How the kitchen is organised
8. Working in the bar
Ejercicio 1. b)
1. C 2. D 3. B 4. B 5. A
Ejercicio 2
1. starters, main courses, desserts; 2. give him/her the wine list or call the wine waiter or
sommelier; 3. tablecloth, knives, forks, spoons, wine glasses, water glasses, cruet, napkins; 4.
still, sparkling; 5. How many is the table for? / How many of you are there?; 6. oil and vinegar,
mayonnaise; 7. How would you like your steak? Rare, medium or well done; 8. a tip; 9. black
or white?; 10. ‘Would you care for?; 11. red, white, rosé, dry, sweet, semi-dry, semi-sweet and
house wine.
Ejercicio 3
salver (a); cutlery (b); candelabra (c); sitting (d); crockery (e); bottle opener (f); utensil (g);
corkscrew (h); brigade (i); ice bucket (j); tea strainer (k); carafe (l); sweet trolley (m); appetizer
(n); cruet (o); tureen (p); cocktail shaker (q); toast rack (r); fingerbowl (s); cooler (t); service
cloth (u); cover (v); cheeseboard (w).
Ejercicio 4
Suggested answer
Head Waiter: Hello Joanna! Welcome to the restaurant. My name is Tony. I’m going to
be your boss. I’ll introduce you to the other waiters and waitresses.
I
Trainee: Thank you. I’m happy to start training as a waitress with you. I’ve never worked
in a restaurant before.
Head Waiter: Don’t worry. You’ll soon learn.
Trainee: I’ll do my best.
Head Waiter: Well, when the guests have sat down, you hand them the menus. As soon
as they’ve chosen, you take their order.
Trainee: Do I have to take orders for drinks?
Head Waiter: No. You call the sommelier. You take the order for the food and give it to
the chef.
Once the food is ready, you bring it to the table and serve the guest from/on his/her left.
Remember to pour out the wine and water during the meal and ask if everything is al-
right.
When the guest has finished eating you clear away the dirty plates. Don’t forget to wipe
the crumbs off/from the table.
There is a sweet trolley so if the guest doesn’t want a dessert from/on the menu, you show
him the trolley.
After the dessert you offer the guest coffee. If he is staying at the hotel, he has/will
have/would have to sign a voucher with his room number on.
Finally, when the guest has left, you clear the table and lay up for the next meal.
Have you got/Do you have any questions?
Trainee: No, not at the moment. I hope I’ll remember/to remember everything!
Ejercicio 5
a. about; b. connection; c. draw; d. urgently; e. below; f. terms; g. entitled; h. dissatisfaction;

i. refund, further; j. inconvenience.
Ejercicio 6
a. 6; b. 5; c. 11; d. 9; e. 10; f. 2; g. 12; h. 7; i. 1; j. 8; k. 3; l. 4.
Ejercicio 7
a) workshop; b) team building event; c) conference / congress; d) board meeting; e) lecture;

f) trade fair.
5 I
Ejercicio 8
Christening a baby is welcomed into the church

Engagement party a couple have decided to get married
Wedding anniversary a couple celebrate having been married for a certain time
First Communion young people become able to participate in the Eucharist
Stag party a man is saying goodbye to being single
Hen party a woman is saying goodbye to being single
Wedding two people get married
Company dinner members of a firm are celebrating something
Conference people meet to discuss certain topics related to a profession
Ejercicio 9
1. flower arrangements; 2. covers; 3. bride, bridegroom, top; 4. provides; 5. function; 6.

honeymoon; 7. hold; 8. venue; 9. loyal, upgrade; 10. silver; 11. dance floor; 12. best man,
speech/toast, toast/speech; 13. live; 14. teleconferencing; 15. wireless broadband; 16. mar-
quee.
Ejercicio 10
Business guest: reservation at short notice; short stay (1-4 days); access to fax and Inter-
net; hotel close to the airport and the city centre; trouser press; regular customers; room
for business meetings; rooms allocated in advance; loyalty to certain hotel chains; bookings
not made personally; spend more on extras; extended credit.
Ordinary tourist: long time choosing hotel or resort; on a budget; long stay (1 or 2 weeks);
swimming pool, leisure activities,…; hotel close to the beach; early bookings; family book-
ings, live entertainment / floor show.
Ejercicio 11
Their rooms are allocated in advance.

Extra attention is given to detail.
Their rooms are double checked before arrival / before they arrive.
The check-in is done in the room.
They are met by the duty manager.
All their needs are met in a prompt and efficient manner.
They are constantly assisted so that their expectations are exceeded.
I
Ejercicio 12
Part 1: (track 14)
1. The GM is travelling around the world.

2. Since 1981. For 26 years.
3. She started as a pastry chef in the kitchen.
4. She has been at the hotel for a long time and worked her way up so she knows all the
departments and doesn’t just sit at a desk but does a ‘hands on’ job.
Part 2: (track 15)
The forms of advertising mentioned are: cold calling, networking events through the
Chamber of Commerce, advertising in the local press for example and advertising through
the website.
Part 3: (track 16)
1. Day conferences, Christenings, birthdays, weddings, corporate events, team building,

Christmas dinners.
2. Stay overnight or over the weekend for a reduced rate.
3. Day Delegate package and 24 hour package.
4. Everything from first coffee, second coffee break, conference room, lunch, afternoon
break, equipment, charts, flippads, pads, pencils etc.
5. From 5 people to 200.
6. All names in keeping with the hotel and the local attractions - Denby 1, 2 and 3. Denby
is local pottery. The William Duesbury Suite is called after a local potter who worked
at Crown Derby. Old Aves, Red Aves and Gold Aves are types of pottery.
7. They are the same. The people who book the conferences call them Syndicate Rooms.
At the hotel they call them Seminar Rooms.
8. An outside AV company provides flipcharts, laptops and overhead projector screens.
9. A Booking Event Order set up for the hotel on the computer. They put in the number
of people and catering requirements for each meeting room.
10. Every week the function sheet is printed out with all the requirements for the conference
and this is distributed to all the departments.
11. Conference organiser. They deal with the Sales Office.
12. Pre-authorisation on a credit card. They take credit card details of the company account.
Cheques are only accepted if a company has agreed credit facilities with the hotel. They
send an invoice. Payment is made automatically through the bank (transfer).
5 I
13. The Marriott Rewards Card is at three different levels for the number of times you stay
(like air miles). Platinum, gold and then silver.
14. You would get some extras like a bottle of wine, a cheese platter, for example when
you check in.
Ejercicio 13
State-of-the-art equipment: .........are up-to-date.

Stacking chairs: …easy and…
Flipchart: Large sheets of paper …
Estimated attendance: of guests / delegates at …
Conference package: … of attending a conference.
Opening ceremony: … the start / the beginning of …
Delegates: … who come to / attend a conference…
Speakers: … who give a talk / speak at a conference.
Seating capacity: The maximum …
Plenary room: A large room …
Syndicate room: A small room …
Hospitality room: … are welcomed.
Acoustics: … for carrying sound.
Soundproof room: … sound cannot pass …
Ejercicio 14
A. DVD player; B. Headphones; C. Laptop; D. Keyboard; E. Microphone; F.. Screen/Mon-

itor; G. Projector screen; H. Videoconferencing system/equipment; I. Lectern; J. (LCD) (mul-
timedia) projector; K. Speaker/Loudspeaker.
Ejercicio 15
1. The William Duesbury Suite; 2. The Red Aves Room or the Old Aves Room; 3. The
Old Aves Room because the tables would need to be arranged in cabaret style to face the top
table; 4. Either Seminar Room 3 or 4; 5. 40; 6. 9.3 metres; 7. 30; 8. No, it only takes 80; 9. If
there are 18, one of the Seminar Rooms. If there are 20, the Gold Aves Room.
I
Ejercicio 16
Suggested answer
Dear Ms Bridges,
Thank you very much for your email of 30 September.
We would be very pleased to host your daughter’s wedding at our hotel.
We can offer you an individually designed package to make your daughter’s wedding day
unforgettable.
The reception would be held in our banqueting suite, which can seat up to 160 guests
comfortably at round tables.
It boasts a view of the hotel gardens, which are ideal for taking photographs.
As regards the menu, there is a choice of several standard possibilities or a tailor-made
menu.
After confirmation of the booking, a personal wine and food tasting will be arranged with
our chef.
He will offer advice to ensure that the wine and food not only complement each other
but suit your budget.
Our wedding co-ordinator will get in touch with you to give you a price for the hiring of
the suite and an approximate price per cover.
We look forward to welcoming you at/to our hotel.
Kind regards,
Roger Whittaker
Events Manager
5 I
ACTIVITIES
1. Reply to the following email including these points:
Thanking sender for interest

Stating where the congress could be held with a short description of each conference
room and the equipment
Talking about the accommodation available for those dates, plus the better rooms for the
2 VIPs
Commenting on the car parking facilities
Giving a quote for the conference rooms and the single rooms
Suggesting a meeting to discuss the catering service
Dear Sir/Madam,
I am very interested in holding a congress at your hotel from Friday 17th to Sunday 19th
March. There will be about 170 delegates, most of whom will be arriving by road, so I need
to know if you have adequate parking facilities. Fifty of those attending will require accom-
modation in single rooms for the nights of 17 and 18 March as they live too far away to travel
back home after the meetings. Our General Manager and District Manager will require a
higher standard of accommodation.
I would appreciate some advice on the catering services available and of course a descrip-
tion of the different conference rooms, the layout of each one plus the seating capacity.
Should your facilities meet our requirements, I would be grateful if a meeting could be
arranged with your Events Coordinator.
I look forward to your reply,
Yours faithfully,
Laura Brown
Conference Co-ordinator
I
BIBLIOGRAFÍA
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Leeds Hotels Association. URL: www.hotelsinleeds.org/downloads/teacher_material/re-
sourcePark.pdf
EMMERSON, P. (2004). Apologies. En Email English (pp. 56-57). Oxford: Macmillan.
Oxford Advanced Learner’s Dictionary (2000). Oxford: Oxford University Press. [Electrónico]
HARDING, K. (1998). Travel agents. En Going International. English for Tourism (p. 34). Oxford:
HARDING, K. Y HENDERSON, P. (1994). Conferences. En High Season (p. 112). Oxford:
— (1994). The business traveller. En High Season (p. 100). Oxford: Oxford University Press.
WYATT, R. (2005). Food issues. En Check your English vocabulary for Leisure, Travel and Tourism
(pp. 23-24). London: Bloomsbury.
Renaissance* Derby/Nottingham Hotel. Conferences, Meetings & Events brochure.
http://www.conferences-uk.org.uk/bath.asp?venue=Hilton%20Bath%20City [1/7/2007]
EASTWOOD, J. (1999). The Passive. En Oxford Practice Grammar (pp. 130-137). Oxford: Ox-
ford University Press.
HARDING, K. y HENDERSON, P. (1994). Conferences. En High Season (pp. 109-120). Ox-
ford: Oxford University Press.
— (1994). The business traveller. En High Season (pp. 100-108). Oxford: Oxford University
Press.
JACOB, M. & STRUTT, P. (1997). Business travel. En English for International Tourism (pp. 94-
— (1997). Handling a complaint. En English for International Tourism (pp. 66-69). Essex: Long-
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JUAN GONZÁLEZ, P. & HUNTLEY MAYCOCK, S. (2006). The passive voice. En Inglés
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18-21). Harlow: Pearson.
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— (2002). Food and drink. En Test your Professional English: Hotel and Catering (pp. 35-47). Har-
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Pearson.
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Student’s Book (pp. 34-35). Essex: Longman.
— (2003). Eating out. En English for International Tourism. Intermediate Student’s Book (pp. 82-
I
1. Waiter: Would you _____________________ for a dessert, Madam?

A like B care C want D look
2. If you eat shellfish in a high class restaurant you are usually given a _____________ to
clean your fingers.
A fingerwash B fingerbowl C napkin D serviette
3. To open a bottle of wine you need a _______________ .

A bottle opener B corkpuller C corkscrew D bottle screwer
4. The waiter _____________ away the dirty plates when the customers finish eating.
A clean B clear C cleans D clears
5. “Waiter, this lasagne is still _______________ in the middle!”

A frosted B frozen C iced D thawed
6. The manager ______________ my attention to the fact that the power cut was not the
hotel’s responsibility.
A draw B drew C paid D pay
7. Please accept our sincere _______________ for what happened during your stay.
A regards B wishes C concerns D apologies
8. To compensate for the inconvenience, we enclose a ______________ for a 25% discount

on your next holiday.
A bonus B voucher C letter D gesture
9. If a businessman belongs to a reward scheme, he is often given a (n) _______________

to business class or first class.
A rise B promotion C ascension D upgrade
10. The event was _______________ in the grounds of the hotel as it was a beautiful day.
A hold B held C situated D located
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11. The document that specifies all the requirements for a conference is called the
____________ sheet. It can be accessed by all the departments.
A conference B congress C instruction D function
12. When two people decide to get married, they sometimes hold a (n) ________________
party and they buy a ring.
A engagement B commitment C stag D hen
13. State-of-the-art equipment means the _____________ equipment to be found on the

market.
A latest B last C newest D recentest
14. Speakers at a conference who wish to draw something on the spur of the moment to
illustrate their point can use a _______________ .
A flipchart B notebook C note pad D paper weight
15. If you want to know how many delegates a room can take, you ask: “What is the
_____________ capacity?”
A sitting B delegate C seating D delegation
16. At the closing dinner the room is usually arranged in ______________ style.
A dining B banqueting C theatre D classroom
17. At the opening session the room is often _______________ out in theatre style.
A arranged B put C laid D seated
18. If you want to know if the room has a PA system etc., you will probably ask:” What is
the room ______________ with?
A laid B set C arranged D equipped
19. A personal computer you can use during a flight is called a ______________.
A laptop B portable C take on D carry on
20. On the wedding day, the ______________ waits for his future wife in the church.
A bride B fiancé C bridegroom D fiancée
I
1. B
2. B
3. C
4. D
5. B
6. B
7. D
8. B
9. D
10. B
11. D
12. A
13. A
14. A
15. C
16. B
17. C
18. D
19. A
20. C.
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Nouns, adjectives and adverbial phrases

appetizer (AmE) entrante, primer plato
at short notice (adv.ph.) a corto plazo
bathrobe albornoz
best man padrino (de boda)
billing facturación
board junta directiva, consejo
boardroom sala de juntas
bride novia
bridegroom novio
brigade brigada; (fire brigade) cuerpo de bomberos
budget presupuesto, (on a budget) con un presupuesto reducido
candelabra candelabro
carafe garrafa
chef de partie jefe de partida
cherry cereza, guinda
christening bautizo
commis ayudante
comprehensive (adj) complete/a
conference congreso
congress congreso
corkscrew sacacorchos
cover cubierto, servicio completo de mesa para cada comensal
crockery vajilla, loza
crumb miga
cutlery cubertería
day off día libre
engagement compromiso
extensive (adj.) amplio/a
fingerbowl lavadedos
flipchart flipchart, rotafolios
floor show espectáculo
folder carpeta
head waiter maitre
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hospitality de recepción
investment inversión
know-how conocimientos y experiencia
laptop ordenador portátil
launch lanzamiento
layout distribución
lectern atril
lecture conferencia, charla
licensed (adj.) autorizado/-a para vender bebidas alcohólicas
live (adj.) en vivo, en directo
marquee marquesina
on hand (adv.ph.) A mano
overhead projector retroproyector
PA system (public address system) megafonía, altavoces
pad bloc
pastry repostería
pâtissier repostero/-a, pastelero/-a
pecking order jerarquía
plate service servicio emplatado
plenary (adj.) plenario/a
plongeur encargado de lavar los platos
potter alfarero/-a
pottery cerámica, alfarería
premier (adj.) principal
press conference rueda/conference
prior (adj.) previo
prompt rápido/-a, pronto/-a
refreshments refrigerio
refund reembolso
regular (adj.) habitual
salver bandeja de metal
self-contained que dispone de todos los servicios necesarios
service cloth lito
silver service servicio a la inglesa
sitting turno
sous chef segundo chef / jefe de cocina
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span período, lapso

sparkling (adj.) con gas
speedy (adj.) rápido
statement informe
state-of-the-art (adj.) de última generación
station waiter camarero/-a de rango
stationery artículos de escritorio
still (adj.) sin gas
strainer colador
support apoyo, respaldo
team building formación de equipos de trabajo
toast brindis
toast rack rejilla para tostadas
trade fair feria de muestras, feria comercial
trainee aprendiz/-iza
tureen sopera
upgrade aumento de categoría
venue sede, lugar
wireless inalámbrico
workshop taller
Verbs
to arrange arreglar, planear
to assist ayudar
to be entitled to tener derecho a
to budget presupuestar
to clear away (plates) retirar, recoger
to deserve merecer(se)
to enable permitir, posibilitar
to fit into encajar en, meter en
to hand pasar, dar
to host organizar, ser la sede de
to lay out disponer, diseñar
to lay up (the table) preparar, poner
to make up (menu) preparar, confeccionar
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to master llegar a dominar
to oversee supervisar
to set out colocar, disponer
to slice cortar en rodajas
to stack apilar, amontonar
to stock up (the bar) abastecer(se)
to thaw descongelar(se)
to wipe limpiar, pasar un trapo
Negotiation and promotion
6 Unidad
de Aprendizaje
PRESENTACIÓN
En esta unidad de aprendizaje se aborda el hotel como objeto de negociación entre el

turoperador y el hotelero. Se analizan las distintas fases de este proceso de negociación, desde
el primer contacto hasta la confirmación del acuerdo.
Un aspecto fundamental del turismo es la promoción de los destinos, de los hoteles y de los
paquetes turísticos, por lo que se trata el lenguaje propio de este tipo de documentos publi-
citarios. Dentro del aspecto gramatical se repasan cuestiones que suelen plantear dificultad
como el orden de las palabras en las oraciones, la diferencia entre as, like y as if, y la diferencia
entre used to, get used to, be used to y usually. Hay un apartado dedicado a la pronunciación de
símbolos utilizados en direcciones de páginas web y de correo electrónico.
OBJETIVOS
• to get a deeper knowledge of what hotel contracting involves.

• to familiarise students with emails/letters to contact tour operators.
• to focus on expressions used when arranging a meeting.
• to practise negotiation language.
• to get practice in writing emails confirming an agreement.
• to practise the pronunciation of symbols used in email and web addresses.
• to acquire lexis associated with promotion.
• to be able to write a promotional text.
• to know the difference between as, like and as if.
• to practise the use of used to, get used to, be used to and usually.
• to revise the rules for word order.
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Negotiation language Writing emails/letters to contact a hotelier
Word order Arranging a meeting and discussing items on
Used to, get used to, be used to and usually the agenda
As, like and as if Writing emails to confirm an agreement
Grammar review Reading web pages and email addresses aloud
Using promotional language
Lexis Writing promotional texts
Expressions used in arranging a meeting
Expressions used in negotiations
Descriptive nouns and adjectives
Lexis
Expressions used in arranging
a meeting
Expressions used in negotiations
Descriptive nouns and adjectives Functions and specific skills
Writing emails/letters to contact a
hotelier
Arranging a meeting and
discussing items on the agenda
Writing emails to confirm
an agreement
Focus on language
Reading web pages and email
Negotiation language
addresses aloud
Word order
Using promotional language
Used to, get used to, be used
Writing promotional texts
to and usually
I
Negotiation and promotion 227 6
HOTEL CONTRACTING
When a tour operator creates a new package holiday, one of the most crucial activities is hotel
contracting. Hotel costs are a substantial proportion of the brochure price of a holiday - usually
around 40-50 per cent for a typical holiday to Spain.
Negotiating with hoteliers begins over a year before customers arrive. Tour operators and
hoteliers negotiate to reach an agreement which will benefit both parties. Apart from bartering
for room rates, which is probably the most important point discussed, the negotiation includes
other items such as the allotment, upgrades, the release date, child reductions, long-stay deals
and extras like fruit or wine. The tour operator uses bargaining tools such as advertisements
and promotions in the brochure, awards, etc. The negotiation is not always easy, and it can
take quite a long time, requiring a considerable effort as both parts will drive a hard bargain.
There are two types of contracts used. With the so-called allocation or sale and return
contract, tour operators only pay the hotelier for the beds they use. For example, they may
contract 100 beds weekly but use and pay for 80 beds one week, 70 beds another and 100 the
next week. An alternative is the fixed (or “guaranteed”) contract, where the tour operator
pays for a fixed number of beds throughout the season, irrespective of how many are sold.
In this case, the risk to the tour operator is obviously increased. When a destination is in very
high demand, the number of beds under a fixed contract is much greater.
Allocation contracts, however, are also popular with hoteliers. They usually do business
with several tour operators from different countries, and - using judgement based on experience
over many years - normally they contract for a slightly higher number of beds than they have
available. As tour operators vary in their success in selling an individual hotel, the hotelier is
able to have a very high occupancy rate, which keeps prices competitive for the customer.
Allocation contracts usually include a clause referring to the release date, requiring the tour
operator to confirm the number of beds sold several weeks before the customers arrive. This
enables the hotelier to sell off any beds not required, or to stop the tour operator from taking
late bookings if the hotel is full.
Overall, this system works well for holidaymakers, hoteliers and tour operators. Problems
can occur however, when there is an unexpected increase in demand from the main countries
of origin - principally Germany and the UK.
(Source: Adapted from www.fto.co.uk/operators-factfile/operations/)
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1. Find words in the text that have the following meanings:
a) sides
b) important
c) negotiating
d) number of rooms allocated
e) improvements in category
f) impose difficult conditions
g) percentage of rooms occupied
h) in general
i) people on holiday
j) source
FIRST CONTACT
The first contact may be a letter or email in which a hotelier offers his/her hotel to a tour
operator. The following letter could be an example.
2. Fill in the gaps with the correct word from the box.
up cater faithfully tours on behalf available

in hearing rack resort will meet value season
enquire allotment regard taking rate advance
Dear Sir/Madam,
I am writing to you on (1) _______________ of the General Manager to (2)
_______________ about the possibility of your company (3) _______________ a block of
rooms at our hotel next season.
We feel sure that our facilities (4) _______________ ______________ the requirements
of your clients as, according to a questionnaire which was filled (5) _______________ by
the majority of our guests, our hotel is considered excellent (6) _______________ for money.
We are able to (7) _______________ for elderly or handicapped people as there are ramps
between floors and special lifts with doors wide enough for wheelchairs.
We would be able to make 200 rooms with sea views (8) ________________ from 15
October to 30 March (9) _______________ a weekly basis. Our terms are of course subject
to agreement but we could offer you a 20% discount on the (10) _______________ rate.
However, we would expect 50% of the total amount to be paid at least one month in (11)
_______________ i.e. by 15 September and the rest at the end of the (12)____________ .
I
The exchange (13) _______________ from pounds to euros will be fixed when the contract
is drawn (14) _____________ .
With (15) _____________ to advertising, we are prepared to contribute towards the costs
but we would expect our hotel to be featured in all your brochures. We would also provide
your (16) _______________ representative with a noticeboard to advertise sightseeing (17)
_______________ or excursions.
If this season is successful, we would be prepared to increase your room (18)
_______________ for the following season to between 250-300 rooms.
We look forward to (19) ______________ from you,
Yours (20) ______________ ,
Jane Knowles
PA to General Manager
ARRANGING A MEETING
The second step in the procedure is to arrange a meeting between the hotelier and tour
operator.
3. The following sets of sentences all refer to arranging a meeting. One of the sen-
tences in each group is not correct or does not sound natural. Say which one it is and
underline the word or words that are wrong.
1. I’m trying to arrange a meeting for next week.

I’d like to arrange a meeting for next week.
Could we meet for next week?
2. How about Monday afternoon?

What if Monday afternoon?
What about Monday afternoon instead?
3. Can you make early Friday morning?

Could you suit early Friday morning?
Does early Friday morning suit you?
Can you manage early Friday morning?
Would Thursday at 9 o’clock be convenient?
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4. Are you free all days next week?

Are you free any day next week?
Are you free any time next week?
5. Tuesday afternoon’s fine.

Tuesday afternoon would suit me.
Tuesday afternoon would fit me.
6. Sorry, I can’t make it on Wednesday.

I’m afraid Wednesday’s not convenient.
Sorry but I can’t arrange Wednesday.
7. I’ve already made arrangements for Thursday morning.

I’ve already organised for Thursday morning.
I’ve already got an appointment on Thursday morning.
I’m tied up on Thursday morning.
8. I’ll email you later on today to confirm it.

I’ll get back to you later on today to confirm it.
I’ll return to you later on today to confirm it.
9. Give me a phone if you have any problems.

Give me a call if you can’t make it.
Give me a ring if something comes up.
10. Can we put the meeting off till some time next week?
Could we put the meeting back till next week?
Will we postpone the meeting till next week?
Don’t forget that you can either say: ‘I can make Friday’ or ‘I can make it on Friday’.
These are very common expressions when you are arranging a meeting.
4. You’ll hear a two-part interview with Óscar Palacios, who works for TUI, the Ger-
man tour operator. Listen and answer the following questions:
First part (track 17)

1. What is his role in the company?
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2. What exactly does he do?
3. What are the criteria for choosing the hotels the company would like to negotiate with?
4. Which areas of Gran Canaria do certain nationalities prefer?
5. Who does he negotiate with?
6. Who did he use to work for?
7. What are the main points for discussion between the hotelier and the representative
of the tour operator?
8. What is the most important issue for him?
9. What factors does the agreement over the release date depend on?
10. What are the two basic kinds of contract?
11. What is the difference between accommodation on Gran Canaria and on Tenerife?
12. What is the procedure for payment for a contract with no financial risk?
Listen to the second part of the interview where he talks about promotion and answer
these questions (track 18)
13. What types of promotion or special offers does he mention?

14. What changes in society does he mention which have to be taken into account?
15. What does he say about the differences between nationalities as regards when they
book their holidays?
16. In what circumstances can the tour operator offer a discount for late bookings?
Focus on language NEGOTIATION LANGUAGE
Once in a meeting, for example between a tour operator and a hotelier, there are some
basic words like:
– The minutes: A written summary or record of what is said or decided during a formal
meeting. The minutes are ‘taken’ or ‘written up’ and later they are ‘approved’:
Could you take the minutes, please?
Can we go through the minutes?
– The agenda: The list of items or points discussed in a meeting. We ‘look at’ an item
and ‘move on’ to another item ‘on’ the agenda.
Let’s look at item three now.
We could leave item two until the next meeting.
Can we move on to item five on the agenda?
Here is a list of common expressions during a meeting:

6 I
Starting:
Let’s begin / get started, shall we? Let’s get down to business.
Shall we get started? I think it’s about time we got started.
Stating objectives:
The main objective / purpose of this meeting is to…
Coming back to the main point:

I think we should get back to the main point. We’re getting sidetracked.
Asking for opinions:

What are your thoughts on this? How does that sound?
How do you feel about this? What do you think / say?
Any reaction to that?
Giving opinions:
I think / believe that… I’m sure/convinced that…
I feel quite sure that… The way I see it is that…
As I see it… From a financial point of view…
It seems to me that… I tend to favour the view that…
I’m inclined to think that…
Making a point:
The point I want to make is that we…
Accepting proposals / Agreeing:

Absolutely. Point taken.
I’ve absolutely no objections. I’m in favour of that.
I agree with the idea. I suppose you’re right.
That sounds like a good idea. I’ll/I’d go along with that.
Expressing rejections / Disagreeing:

I’d rather not. I’m afraid I can’t accept that.
I’m afraid that’s out of the question. I’m sorry, but I have reservations about that.
I’m absolutely against that. I don’t want to be discouraging but…
I appreciate your position / point of view, but… I’m sorry, but I don’t agree.
I
I’m afraid I disagree with you. I don’t think this/that is true/so.
As we see it… That’s a bit steep! (referring to prices)
Expressing reservation and doubt:

I agree up to a point, (but)… I see your point, (but)…
I suppose you’re right, (but)…
Making a strong statement:

It’s vital / essential / crucial that… We really must avoid that in the future.
Asking for clarification:

What do you mean by…? Could we go through/over that again?
I didn’t follow what you said about… What (...) do you have in mind?
How’s that then?
Suggesting:
I (would) suggest (that) we… We could always…
It might be a good idea to… Shall we…?
Our position is that… We’re sure you’ll agree with…
There’s no alternative but to… Have you thought of…-ing?
One solution would be to…
Reaching an agreement:
Does everyone agree? Are we all in agreement?
Does anyone disagree?
Agreeing on prices
Let’s say €50. Let’s call it £65.
Closing the meeting:

Is there anything else we ought to consider? Right, if no one else has anything to add, we
can stop here.
Ok, I think we can end the meeting Let’s call it a day then.
at this point.
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5. The following sentences related to negotiations are jumbled. Can you unjumble
them?
1. time think I got it’s about started we.

2. on are thoughts this what your?
3. like idea sounds that good a.
4. I you afraid with I’m disagree.
5. through that we again could go?
6. in all are agreement we?
7. else ought consider there to is we anything?
8. day it call a then let’s.
6. In the following dialogue between a hotelier and a tour operator fill in the gaps with
some of the expressions from the section above on Negotiation Language.
Mr Murray: Good morning Mr Devesa. This is my assistant, John Holmes. He’s working
with me on the packages for Gran Canaria. As you already know we have been visiting several
hotels in the area and our negotiations seem to be going very smoothly so far.
Mr Devesa: Good, pleased to meet you. May I introduce the head of the Marketing
Department, Mr Gonzalez and my secretary Lorena who will be ............................ minutes.
Please take a seat. Has everyone got a copy of ............................ ? Shall.................................
straight away?
Mr Murray: Yes, fine. We’re interested in getting a room quota of 150 standard rooms this
season. We are anticipating an increase in demand from Eastern Europe. How.
................................................. ?
Mr Devesa: I’m afraid that’s ........................................................... because we have already made
a deal with TUI for 100 rooms and we need to keep 50 rooms for the home market.
Mr Murray: I appreciate .......................... do you really think you can fill 50 rooms with local
trade in the winter months?
Mr Devesa: Oh yes, I feel...............................we can.
Mr Murray: Well, in that case, how many can you offer us?
Mr Devesa: A hundred at the most but one..............................take 10 Junior Suites as well.
Mr Murray: I’m sorry but I have ......................................., I don’t think our potential clients
are interested in upgrading their accommodation.
Mr Devesa : I suppose............................ . Shall we leave it at 100 standard then?
Mr Murray: Ok it’ll have to be 100 then. What rate......................................?
Mr Devesa: Last year the going rate was €65 all inclusive for a double room so this year we’re
asking €72.
I
Mr Murray: That’s a bit steep! Would you be prepared to bring it down to €69 if we take 5
Junior Suites as well?
Mr Devesa: Let’s ..................€70 and €85 for the Junior Suites.
Mr Murray: I’ll .............................. .
Mr Devesa: Now, what about the release date?
CONFIRMING AN AGREEMENT
7. The following email is an example of the confirmation of an agreement. Write the

sentences out correctly putting in any words necessary and putting the verbs in the
right tense. The order must not be changed.
Dear Mr Holmes,
This / be / confirm / agreement / reach / meeting / hold / 20 June.
It / agree / we / make / 100 rooms available / 15 October –30 March / weekly basis.
Rate agree / be / €70 / pp / pn / standard rooms / and €85 / Junior Suites.
We require 50% / total amount / advance and rest / pay / end season.
There / be / release / 14 days / as / be high season.
Accommodation / resort representative / provide / free charge and / be noticeboard /
your disposal / you display / information / excursions.
We trust / our hotel / feature / prominent position /website.
Please not hesitate / contact us / if require / further information / hotel.
Kind regards,
Joaquin Devesa
Sales Manager
Speech work EMAIL AND WEB ADDRESSES
Here is a list of characters commonly used in Internet addresses, World Wide Web sites
and other computer applications. The right column indicates how they are read aloud.
@ at
. dot
/ forward slash / forward stroke
\ back slash / back stroke
~ tilde
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# grid symbol
* asterisk
() brackets (open brackets, close brackets)
{} curly brackets
[] square brackets
- hyphen
_ underscore / underline
: colon
; semicolon
“” inverted commas
a a lower case “a”
A a capital “a”
a a lower case “a” in bold
a a lower case “a” in italics
a an underlined lower case “a”
x a cross
√ a tick
? a question mark
¿ an upside-down question mark
! an exclamation mark
¡ an upside-down exclamation mark
8. Read the following addresses aloud and then listen to them on the CD (track 19)
john_thurman@xwz.com
www.englishlearners.list-speak/co.uk
geoffrey-trevor@email.org
www.info.technical\advice.html?artnum
http://www.Harry-Potter\wonderland.net/
9. Listen to some email and web addresses on the CD and write them down (track
20)
a) …………………………………………
b) …………………………………………
c) …………………………………………
d) …………………………………………
Negotiation and promotion 237 I 6
e) …………………………………………
f) …………………………………………
g) …………………………………………
ADVERTISING AND PUBLICITY
There are different ways to promote a tourism product or service. Some are more suitable
than others for specific products or services but the most frequent form of advertising is
now through the Internet. We can also find advertisements on television or at the cinema, in
brochures and leaflets, in magazines, on billboards by the roadside, etc.
Lexis PROMOTIONAL LANGUAGE
The documents used to promote holiday destinations use very descriptive language. The
purpose is to make the document sound as attractive as possible in order to appeal to the
reader and persuade him/her that what they are describing is the best on the market, that it
is excellent value for money.
One of the main characteristics of this type of language is the frequent use of descriptive
adjectives and nouns.
10. Underline the descriptive adjectives including past participles in this text about Belfast.
Rejuvenated and revived, this beautiful Victorian city has emerged from decades of strife into
a vibrant, buzzing destination. It has a unique atmosphere that makes it well worth visiting.
With its compact size, picturesque location between mountain and
coast and fascinating history, Belfast, in Northern Ireland, has stacks
of things to do – you can check out where great ships like the Titanic
were built, marvel at the architecturally impressive City Hall and
Queen’s University, or immerse yourself in Belfast’s sparkling city life
with hip boutiques and smart stores.
Cool and comfortable refurbished hotels mean Belfast is now a
stylish and affordable place to stay, while its range of excellent cuisine
can be tasted anywhere from high-class restaurants to charming atmospheric old pubs.
(Source: http://www.discoverireland.com/gb/ireland-places-to-go/areas-and-cities/belfast-city/overview/)
Superlative language is typical of promotional texts. Some of the most widely used expressions
are: second to none, unforgettable, one of the most sought after…, the most… on earth, the most… ever, paradise,
wonders, divine, haven, bliss, splendour, delight, unique, exquisite, breathtaking, remarkable, sumptuous, alluring,
refined, captivating, wealth, notorious, enchanting, exceptional, etc. We find the following expressions
in the previous text:
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with a unique atmosphere

marvel at the architecturally impressive
sparkling city life
It is also quite common to use participle clauses at the beginning of a sentence:
Rejuvenated and revived, Belfast is a buzzing city…
Perched on a panoramic headland, all rooms at our village have a
terrace and afford spectacular views out to sea.
Set in the hills of Provence, our village lies between …
The most frequent grammatical structure is the present simple (most often of the verb
to be) with the third person singular.
Guadeloupe is a volcanic island of tropical forests.
Belfast has a unique atmosphere…
We commonly find the imperative.
Discover this unique Caribbean island and visit Havana with its…
The third most frequent structure is the use of the second person singular with either
the present simple or the future simple.
You can check out where great ships …
You can expect quality, friendly service and a wide choice of daytime
and evening entertainment.
Here you’ll find citrus fruits and olives that are cultivated by the local farmers.
We also find expressions in which the reader is directly invited to visit the place like the
choice is yours, … is a must, … is a good choice, no trip to … is complete without a visit to…, is an ideal
destination for…, it is excellent value for money.
Belfast is now a stylish and affordable place to stay.
11. Look for these characteristics in the adverts designed by Turespaña to promote
Spain in one of its campaigns.
A B C D
A. Contemplate the charm of our most picturesque villages. Discover natural parks of
unsurpassed beauty. Smile! You are in Andalucia.
I
B. Walk through the most astonishing landscapes. Discover a surprising world of art and
culture. Smile! You are in Green Spain.
C. Admire the masterpieces of the Prado Museum. Savour our most authentic flavours.
Smile! You are in Madrid.
D. Enjoy the finest and most attentive service. Indulge in retail therapy looking for that
original souvenir. Smile! You are in Majorca.
Write similar captions for the 4 posters below
E F G H
E.
F.
G.
H.
12. Write under each noun the adjectives that can be used with it. Use each adjective
only once.
medieval secluded uncrowded spicy low-rise lively

cobbled mouth-watering luxurious cosmopolitan spectacular
well-appointed sandy ruined rocky magnificent
tasty bustling delicious tree-lined
street beach hotel city views dish

…………. ………… …………. …………. ………… ………….
…………. ………… …………. …………. ………… ………….
…………. ………… …………. …………. ………….
…………. …………. …………. ………….
…………..
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13. The following text gives an adequate description of a resort but it could be made
to sound more attractive. Put in the adjectives from the box below to make the text
and the title more appealing. Use each adjective only once.
A getaway from the life of the city. This resort is second-to-none
Why not rent one of our villas in a resort within reach of

the coast? Surrounded by vegetation, this resort stands on a
hill with views of the beaches below. There is access to the
beaches where you can bathe in the waters. The resort boasts
all the facilities and just five kilometres away there is a medieval
village where you can wander through its streets and enjoy a
drink on one of the open-air terraces. There’s also a choice of
restaurants serving typical dishes and specialising in fish brought in every morning by the
fishermen.
magnificent best charming cobbled very many

lush breathtaking quaint refreshing mouth-watering
white-washed clear easy wide fresh secluded ideal bustling
well-appointed local turquoise easy sandy
Focus on language CONFUSING GRAMMATICAL POINTS
Word order
Word order in English is rather strict. The general rule is:
Subject + verb + object(s)
When a verb is followed by a direct object, we do not usually put other words between them.
I take the bus everyday. (*I take everyday the bus)
It is essential to know where the adverbs go, as there are several possibilities. There are
three normal positions for adverbs and adverbial phrases: initial or front, mid and end position.
Front Mid End
Finally the plane quickly took off in the middle of the fog
When there is an adverb and an adverbial phrase in end position, usually the single-word
adverb comes first.
They got safely to the coast.
These guests listen to music here most evenings.
Also usually goes in mid position, but too and as well in end position.
They are visiting the theatre and the palace, as well.
I
Mid position: When an adverb goes in the middle of a sentence, the general rules are:
a) The adverb goes before one-word verbs.
I also complained to the receptionist.
He always apologises when he receives a complaint.
b) The adverb goes after the verb to be.
They were tired and they were also very hungry.
I’m never late for work.
c) The adverb goes after the first verb when it is made up of more than one word.
They have always lived in Toronto.
She is definitely leaving her job.
All and both are used in these positions.
They are all tired.
They all like playing tennis.
Peter and Ann have both taken the bus.
These positions may change because of emphasis or stress.
A. ADVERBS OF PLACE AND TIME (where and when)
They usually go in the end position. The place adverb normally follows the verb (or the
verb + object), so the time adverb normally goes afterwards.
They’ll arrive in Madrid at 14:30.
Make sure you’re here by 9 o’clock.
Is there a bank nearby?
The tour guide ‘s meeting you in the lobby.
Sometimes it is possible to put the time adverb in front position.
Last week I met Peter.
Every morning I read my new e-mails.
Some short adverbs of time (never, often, always, soon, etc) can go in mid position.
He often welcomes the guests at the entrance.
She is always speaking about her trip to the Canaries.
B. ADVERBS OF MANNER (how)
They usually go in end position, although adverbs ending in –ly can sometimes go in mid
position.
He went up the stairs with difficulty.
Tom explained the itinerary very clearly.
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C. ADVERBS OF FREQUENCY (how often)

They usually go in mid position, but adverbial phrases go in front or end position.
He sometimes works on Saturdays.
I swim at the beach twice a week.
He is always smiling.
Every morning the chambermaid tidies up the rooms.
D. CONNECTING ADVERBS
Adverbs that join a clause to what came before go in initial position.
The performance was a success. However, not everybody liked it.
E. ADVERBS OF CERTAINTY, COMPLETENESS, COMMENT ADVERBS AND FO-

CUSING ADVERBS
They usually go in mid position.
I’ve almost finished. (completeness)
They’ll probably have dinner outside the hotel. (certainty)???
I luckily found the keys. (comment)
She even had time to print the rooming list. (focusing)
14. The following sentences are jumbled. Put them in the right order.
1. forgetting / about / the / always / is / that / facilities / receptionist / guests / the /

tell / to.
2. middle / air / land / usually / in / balloons / of / field / hot / the / a.
3. Pyrenees / in / rafting / year / holiday / on / she / the / went / a / last.
4. Caribbean / has / the / been / sailing / before / in / she / never.
5. travel / often / been / photographs / the / taken / castle / of / have / magazines / for.
6. cleaning / the / all / pool / agreed / at / needed / they / hotel / the / that.
7. the / safely / children / their / last / back / hotel / the / took / night / to / guide.
8. completely / hotel / by / been / the / the / lake / refurbished / has.
9. picked / are / from / hotels / up / tourists / excursion / usually / that / before / on
/ their / dawn.
10. really / next / biking / to / Nepal / mountain / are / plans / they / in / year / go /
making.
I
LIKE, AS, AS IF
The use and meaning of these words is different.

A. LIKE is sometimes used with the meaning of ‘for example’.
Here you can practise some sports like paddle.
We can also use such as with the same meaning.
Some hotels, such as the Seaview Hotel, are located near the beach.
B. LIKE is also used with the meaning of ‘similar to’, or ‘the same as’. It is a preposition, so
it is followed by a noun, a pronoun or –ing.
This hotel is like a palace.
He’s a receptionist, like you.
It’s pointless arguing with him, it’s like speaking to a wall.
B. AS can be used with this last meaning, but it is followed by a subject + a verb.
Try to do it like this.
Try to do it as I told you.
I found everything as I expected.
As you know, they’re not leaving the resort until tomorrow.
As I said before, we’ll include two new resorts in our brochure.
E. AS is also used with the meaning ‘in the position of ’, ‘in the form of ’. It is used to talk
about a job or function. Here it is a preposition.
Tom works as a hotel manager. (“he is the hotel manager”)
Tom works like a hotel manager. (“he’s not a hotel manager”)
He used my bag as a dustbin (“with the function of a dustbin”)
F. AS IF is used before a clause to say how somebody or something looks, sounds, feels, etc.
The tourists came back to the hotel as if they had climbed Everest.
He speaks to me as if I were deaf.
It looks as if it’s going to rain.
Don’t forget. As sometimes means ‘because’. E.g.: I was all day at the beach, as I wanted to
rest. As can also mean ‘at the same time that’ when two things happen at the same time.
E.g.: Can you close the door as you leave the room, please? I heard him as he unlocked the room. As the
days went on, she got used to her new post.
15. Complete the following sentences using ‘like’ or ‘as’.
1. She worked ............... a flight attendant for many years so she’s got plenty of flying ex-
perience.
2. Boutique hotels are often ............... private houses.
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3. .............. there is a bus strike on, we went by train.

4. The hotel had everything, just ............... it said in the brochure.
5. She was really good at all the sports on the adventure holiday, just .......................... a
professional.
6. We found some of the sports, .............. bungee jumping, a little scary.
7. .............. I’m sure you all know, you must take off your shoes when you go into a
mosque.
8. Some of the tawdry resorts along the coast are ................. cement jungles. There’s hardly
a plant or tree to be seen anywhere.
9. Jane is working ............... a housekeeper in a five-star hotel. .............. the head receptionist,
she has a lot of responsibility.
10. The amphitheatre has had a lot of restoration work done on it. I think I would have
preferred to see it ............... it was.
11. She paid too much for the carpet ............... she wasn’t used to bargaining.
12. ................. the holiday went by, she began to feel more and more relaxed.
13. I don’t like going on package holidays because you are taken from one place to another
............... a herd of sheep.
14. The guide always behaves ............... if she were talking to a group of schoolchildren.
............... most British tourists, most Germans are quite happy to sit on the beach all day.
USED TO (DO), TO BE USED TO (DOING) AND USUALLY (DO)
Used to do refers to something which happened regularly in the past but is no longer so
because circumstances have changed. It translates by ‘solía’ in Spanish.
I used to travel to Madrid frequently but I don’t any more because my son now lives here
in the Canary Islands.
(Solía viajar a Madrid con frecuencia pero ya no lo hago porque mi hijo vive
aquí en las Islas Canarias.)
He used to smoke but with the new regulations about smoking in the workplace he’s given
up. (El solía fumar pero ahora con el nuevo reglamento sobre fumar en el lugar
de trabajo, lo ha dejado.)
Used to has no present form, no progressive, perfect, infinitive or –ing. If we are talking
about something that happens regularly in the present we use the simple present or the simple
present with an adverb such as usually, often etc. This often leads to confusion for Spanish
speakers because they try to translate ‘suelo’ as I ‘use to’ when this form doesn’t exist.
Los turistas que vienen a Canarias suelen pasar la mayor parte de sus vacacio-
nes en la playa.
The tourists who come to the Canary Islands (usually) spend most of their holiday on the
beach.
I
The normal question form is did (you) use to?
Did you use to study at night when you were at University?
The negative form is didn’t use to
They didn’t use to go abroad on holiday but now they go every year.
In a formal style in question and negative forms it is possible to come across used to in the
form of a modal auxiliary verb i.e. Used you to? and I used not to but the question form especially
is not very frequent.
There is often confusion between I used to (do) something and I’m used to (doing) something.
Compare the following sentences:
I used to work at night when I worked at the airport. (This refers to a past situation
which no longer happens.)
I’m used to working at night (I work at night and I’ve been doing it for some time
so it doesn’t worry me.)
The first example would be translated into Spanish as: Solía trabajar por la noche ...........
and the second would be: Estoy acostumbrada a trabajar por la noche............ . ‘to be used to’
can also be followed by a noun of course:
I’m used to the sun so I don’t get burnt easily.
To get used to indicates a process (acostumbrarse a).
At first I found the job at the airport hard but now I’ve got used to it.
He’s got used to flying now but at first he hated it.
16. Fill in the gaps in the following sentences with used to, be used to, get used to, usually,
didn’t use to.
1. If you work in reception, you have to ................... dealing with complaints.

2. There .............. be a lot of trees on the island but most of them have been cut down.
3. They ................... go on holiday in January as the weather in the Canaries is good all
year round.
4. John .................... like sightseeing much but now he loves it.
5. She .................... excitement as she goes white water rafting every year.
6. I .................... eat a lot of spicy food but I don’t know as it gives me indigestion.
7. I have been living in Britain for several years now so I .................... driving on the left.
8. Although he lived in Japan for many years he never .................... eating raw fish.
9. Jane .................... works on the morning shift so I’m afraid she won’t be here till tomorrow.
10. Ana .............. enjoy going on cruises but now she never takes any other kind of holiday.
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REVISING GRAMMAR
17. Look at these 20 sentences. Some are correct and some are not. Tick (√) the sen-
tences that are correct and re-write those that are incorrect. There may be more than
one mistake in a sentence. There are 17 mistakes in all.
1. Tourists can enjoy of a variety of activities at that hotel.

2. This is bad for the tourism in general.
3. The cathedral is one of the most famous monuments of the city.
4. The restaurant in the hotel served delicious local dishes.
5. They wanted plenty of comfort so they stayed at a five-stars hotel.
6. In the right side of the cathedral there is a square with a beautiful statue in the middle
of it.
7 I would suggest go to the country because some of the scenery is spectacular.
8. You can see the cathedral, that is a reconstruction of the building that was burnt down.
9. The tourists will be picked up at their hotels around 7.30 a.m.
10. The museum has a library in which it is found a large number of books about the his-
tory.
11. On the tour we shall be walking by the main street looking at the architecture of the
buildings we pass.
12. You don’t have to pay an entrance fee. It’s included in the price of the excursion.
13. I’m having my nails manicured tomorrow. There’s a beauty parlour in the hotel.
14. There are many places of interest in the town as the Cathedral, two museums, an art
gallery and another interesting buildings.
15. Most of people like sunbathing by a pool with a cold drink on the table beside them.
16. Every region in Spain has a typical plate. Some of them are really delicious.
17. The Canary Islands have an extraordinary weather.
18. In this coach tour, we shall be visiting the best vineyards in the area.
19. I have a driving licence for ten years.
20. It was such a lovely drive along the coast. The views were spectacular.
I
SOLUCIONES
Ejercicio 1
a) parties; b) crucial; c) bartering; d) allotment; e) upgrades; f) drive a hard bargain; g) occu-

pancy rate; h) overall; i) holidaymakers; j) origin.
Ejercicio 2
1. behalf; 2. enquire; 3.taking; 4. will meet; 5. in; 6. value; 7. cater; 8. available; 9. on; 10. rack;
11. advance; 12. season; 13. rate; 14. up; 15. regard; 16. resort; 17. tours; 18. allotment; 19.
hearing; 20. faithfully.
Ejercicio 3
1. Could we meet for next week?; 2. What if Monday afternoon?; 3. Could you suit early
Friday morning?; 4. Are you free all days next week?; 5. Tuesday afternoon would fit me;
6. Sorry but I can’t arrange Wednesday; 7. I’ve already organised for Thursday morning;
8. I’ll return to you later on today to confirm it; 9. Give me a phone if you have any problems;
10. Will we postpone the meeting till next week?
Ejercicio 4
1st part: (track 17)
1. He is the Area Manager for Tui. He deals with everything that has to do with contracting
in the Tui Group for France, Belgium, and the Dutch markets.
2. He tries to get the best rates for rooms, apartments, hotels, bungalows etc., so the
company can make up packages at a good price to send clients to Spain, especially to
the Canaries.
3. It depends on the market. Each market has certain preferences. The Dutch market prefers
to stay in apartments, the Belgians would rather stay in three or four star hotels with a
catering option of half board, full board or all inclusive in a well known destination
area. Food and beverage is very important for them and they look for good quality.
The French focus on the best price. The situation of the hotel or apartment is always
important. Their aim is to get a good product, well situated, and for the best possible
price. If they see their competitors are working well with a certain hotel they try to get
accommodation there as well.
4. The Scandinavians and the British mostly go to Puerto Rico, the Germans and the rest
prefer Playa del Inglés.
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5. He works for a very well known company so the hoteliers etc. come to him. If you
work for a new or small company, you have to try to contact the right person. If it’s a
big company there is a well defined person who is responsible or the negotiations but
on Gran Canaria there are many establishments with an individual owner. In general,
you contact the director, the owner or the commercial manager.
6. Lastminute.com
7. One of the main issues is price but there are a lot of items involved in a package beside
the accommodation.
8. For him the most important issue is if the accommodation will be exclusive to TUI for
their market. If they share the establishment with another tour operator in the same
market they need to be very careful that they get the best conditions.
9. It depends on:
1) if it’s high or low season. Clients are taking decisions over holidays later, so the tour
operator needs the lowest release possible. Low season is easier to get a lower release.
(April, May are low season in the Canaries). In the summer the usual release is 14 -
21 days.
2) the size of the establishment – a hotel with 1000 rooms can manage with a lower
release but a small establishment needs longer.
10. There are basically 2 types of contract. One with no financial risk and one with. What
the tour operator likes is a contract with no financial risk and in this case there is a standard
contract . The contracts with financial risk vary a lot depending on the destination, se-
ason and a lot of other factors.
11. On Gran Canaria the accommodation is mainly in apartments and there are fewer hotels.
On Tenerife accommodation is mainly in hotels.
12. A contract with no financial risk will be paid 30 days after the invoice arrives. The invoice
is usually sent on the departure of the client. In some cases they make a pre-payment
for early bookings.
2nd part: (track 18)
13. Special offers for early bookings, people over 60, rooms for single use, long stays, late
(last-minute) bookings.
14. The fact that there are more single or divorced people travelling alone, some of whom
travel with a child and therefore require a room for one adult and one child, for exam-
ple.
15. The British use last minute bookings a lot as well as early bookings. The Belgians don’t
use last minute bookings generally. The Spanish always book last minute.
16. If he hasn’t sold all the seats on the plane.
I
Ejercicio 5
1. I think it’s about time we got started; 2. What are your thoughts on this?; 3. That sounds
like a good idea; 4. I’m afraid I disagree with you; 5. Could we go through that again?; 6.
Are we all in agreement?; 7. Is there anything else we ought to consider?; 8. Let’s call it a
day then.
Ejercicio 6
1. taking the; 2. the agenda; 3. we get started; 4. does that sound/ do you feel about this?;
5. out of the question; 6. your position/point of view but; 7. quite sure that; 8. solution
would be to; 9. reservations about that; 10. you’re right; 11. do you have in mind; 12. call
it/say; 13. go along with that.
Ejercicio 7
Dear Mr Holmes,
This is to confirm the agreement (which was) reached at the meeting held on 20 June.
It was agreed (that) we will/would make 100 rooms available from 15 October–30 March
on a weekly basis.
The rate agreed was €70 pp pn for standard rooms and €85 for Junior Suites.
We require 50% of the total amount in advance and the rest to be paid at the end of the
season.
There is/will be/would be a release of 14 days as it is high season.
Accommodation for the resort representative will be provided free of charge and there
will be a noticeboard at your disposal for you to display information about (your) excur-
sions.
We trust (that) our hotel will feature/be featured in a prominent position in your brochure.
Please do not hesitate to contact us if you (should) require (any) further information about
our hotel.
Kind regards,
a) www.Englishlessons/practice.grammar*sp.html
b) ian-badger@uvjl.com
c) http://www.htng.org/15700034\htm
d) thomas.thomson_39@hotmail.com
e) http://www.GDA-921?hotels#guests.com
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f) http://www.phonetic:symbols~English.html
g) http://www.say “yes!”/90438.html
Ejercicio 10
Rejuvenated, revived (past participles at the beginning of a sentence), beautiful, Victorian,

vibrant, buzzing, unique, compact, picturesque, fascinating, great, impressive, sparkling, hip,
smart, cool, comfortable, refurbished (past participle), stylish, affordable, excellent, high-class,
charming, atmospheric, old.
Ejercicio 11
Descriptive adjectives and nouns: charm, picturesque, natural, beauty, surprising, authentic, flavours,
finest, attentive, retail, original.
Superlative language: most picturesque villages, unsurpassed beauty, the most astonishing landscapes,
most authentic flavours, the finest and most attentive service.
All the grammatical structures correspond to the second and third most frequent ones in
brochure language: all the verbs are in the imperative, except the last one in each advert where
we find the second person singular with the verb to be in the present simple tense.
Suggested answers:
E. Admire the masterpieces of our museums. Enjoy the warmth and joyfulness of our
streets. Smile! You are in Spain.
F. Explore stretches of breathtaking coastline. Indulge yourself in our passion for cuisine.
Smile! You are in Spain.
G. Discover the beauty of our deep waters. Recover your strength with an appetizing meal.
Smile! You are in the Canaries.
H. Discover the beauty of our artistic heritage. Taste the Canaries’ extraordinary cuisine.
Smile! You are in the Canary Islands.
Ejercicio 12
street beach hotel city views dishes

cobbled uncrowded low-rise bustling spectacular tasty
tree-lined secluded well-appointed lively magnificent spicy
picturesque sandy luxurious cosmopolitan delicious
quaint rocky medieval mouth-watering
ruined
I
Ejercicio 13
Suggested answer:
AN IDEAL GETAWAY FROM THE BUSTLING LIFE OF THE CITY. THIS
RESORT IS SECOND-TO-NONE
Why not rent one of our well-appointed white-washed villas in a secluded resort within
easy reach of the coast? Surrounded by lush vegetation, this magnificent resort stands on a
hill with breathtaking views of the sandy beaches below. There is easy access to the beaches
where you can bathe in the clear turquoise waters. The resort boasts all the very best facilities
and just five kilometres away there is a charming medieval village where you can wander
through its quaint cobbled streets and enjoy a refreshing drink on one of the many open-air
terraces. There’s also a wide choice of restaurants serving mouth-watering dishes and specialising
in fresh fish brought in every morning by the local fishermen.
Ejercicio 14
1. That receptionist is always forgetting to tell the guests about the facilities.
2. Hot air balloons usually land in the middle of a field.
3. Last year she went on a rafting holiday in the Pyrenees.
4. She has never been sailing in the Caribbean before.
5. Photographs of the castle have often been taken for travel magazines.
6. They all agreed that the pool at the hotel needed cleaning.
7. (Last night) the guide took the children safely back to their hotel (last night).
8. The hotel by the lake has been completely refurbished.
9. On that excursion tourists are usually picked up from their hotels before dawn.
10. They are really making plans to go mounain biking in Nepal next year.
Ejercicio 15
1. as; 2. like; 3. As; 4. as; 5. like; 6. like; 7. As; 8. like; 9. as, Like; 10. as; 11. as; 12. As; 13.
like; 14. as; 15.Like.
Ejercicio 16
1. get used to; 2. used to; 3. usually; 4. didn’t use to; 5. is used to / has got used to; 6. used
to; 7. have got used to / am used to; 8. got used to; 9. usually; 10. didn’t use to
6 I
Ejercicio 17
1. Tourists can enjoy a variety of activities at that hotel.

2. This is bad for tourism in general.
3. The cathedral is one of the most famous monuments in the city.
4. The restaurant in the hotel served delicious local dishes.
5. They wanted plenty of comfort so they stayed at a five- star hotel.
6. On the right side of the cathedral there is a square with a beautiful statue in the middle
of it.
7. I would suggest going to the country because some of the scenery is spectacular.
8. You can see the cathedral, which is a reconstruction of the building that was burnt
down.
9. The tourists will be picked up at their hotels around 7.30 a.m.
10. The museum has a library in which a large number of books about history is found.
11. On the tour we shall be walking along the main street looking at the architecture of
the buildings we pass.
12. You don’t have to pay an entrance fee. It’s included in the price of the excursion.
13. I’m having my nails manicured tomorrow. There’s a beauty parlour in the hotel.
14. There are many places of interest in the town such as the Cathedral, two museums, an
art gallery and other interesting buildings.
15. Most people like sunbathing by a pool with a cold drink on the table beside them.
16. Every region in Spain has a typical dish. Some of them are really delicious.
17. The Canary Islands have extraordinary weather.
18. On this coach tour, we shall be visiting the best vineyards in the area.
19. I have had a driving licence for ten years.
20. It was such a lovely drive along the coast. The views were spectacular.
I
ACTIVIDADES
1. With a classmate prepare a negotiation between a hotelier and a tour operator using
the expressions in “Negotiating Language”. You should cover the following points:
Price, number of rooms, facilities, release date, date for settling the account, place in
tour operator’s brochure etc.
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BIBLIOGRAFÍA
BADGER, I. (ed.) (2003). Meeting. En Everyday Business English (pp. 41-45). Harlow : Pearson
Education Limited.
EMMERSON, P. (2004). Arranging a meeting. En Email English (pp. 24-25). Oxford : Macmillan.
JACOB, M & STRUTT, P. (1997). Tour Operators. En English for International Tourism. Course
Book (p. 38). Harlow : Longman.
JUAN GONZÁLEZ, P. (2000). Análisis contrastivo de los folletos turísticos en inglés y en
español. En Congresso Luso/Espanhol de Línguas Aplicadas às Ciências e às Tecnologias
[CD-ROM]. Portyalegre, Portugal: GCSI.
MURPHY, R. (1994). As if. En English Grammar in Use (2ª ed.) (pp. 234-235). Cambridge:
— (1994). Like and as. En English Grammar in Use (2ª ed.) (pp. 232-233). Cambridge: Cam-
PRATT, M. (2006). Advanced spelling: How do you say ¿ ( ¡ * ñ Ó ü )? Franklin, N. (ed).
Think in English (pp. 32-33) nº 74. ISSN: 1139-5370. Madrid: Ediciones Mejora SL.
STRUTT, P. (2003). Text messaging glossary. En English for International Tourism. Intermediate
Student’s Book (p. 115). Harlow : Longman.
SWAN, M. (1980). Adverbs: position. En Practical English Usage (pp. 20-23). Oxford: Oxford
University Press.
THOMSON. CSQ your view. Winter 2006/07. Portland Holidays Direct.
WYATT, R. (2005). Abbreviations 1, 2 & 3. En Check your English vocabulary for Leisure, Travel
and Tourism (pp. 1-5). London: Bloomsbury Publishing Plc.
http://www.discoverireland.com/gb/ireland-places-to-go/areas-and-cities/belfast-city/overview/
http://www.fto.co.uk/operators-factfile/operations/
http://www.tourspain.es/en/TURESPANA/Organismo/
http://www.travel-quest.co.uk/stag-weekends-abroad.htm
EASTWOOD, J. (1999). Adverbs and word order. En Oxford Practice Grammar (pp. 270-273).
— (1999). As or like?. En Oxford Practice Grammar (pp. 294-295). Oxford: Oxford University
Press.
HARDING, K. (1998). Promotion and marketing in tourism. En Going International (pp. 150-
163). Oxford: Oxford University Press.
JACOB, M. & STRUTT, P. (1997). Promoting a destination. En English for Internacional Tourism
(pp. 44-49). Essex: Longman.
I
— (1997). Tour Operators. En English for International Tourism. Course Book (pp. 38-43). Harlow:
Longman.
MURPHY, R. (1994). Like and as. En English Grammar in Use (2ª ed.) (pp. 232-233). Cambridge:
— (1994). Preposition + -ing. En English Grammar in Use (2ª ed.) (pp. 118-119). Cambridge:
— (1994). Word order. En English Grammar in Use (2ª ed.) (pp. 216-219). Cambridge: Cam-
http://www.better-english.com/exerciselist.html
http://www.englishclub.com/business-english/negotiations.htm
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1. I’m here on _______________ of Mr Holmes who is unable to attend the meeting.

A name B stead C behalf D place
2. Our hotel _______________ for children as we have two small pools and a play area.
A cater B caters C provide D provides
3. Tour reps put information about excursions etc., on the _______________ in the hotel
foyer.
A tablet B noticeboard C blackboard D whiteboard
4. Wednesday next week would _______________ me fine.

A fit B match C suit D be
5. The secretary was responsible for ____________ the minutes of the meeting.
A taking B take C writing D write
6. One of the important points on the _______________ at a meeting between hoteliers

and tour operators is the release date.
A diary B order C agenda D board
7. The chairman asked if we were all in _______________ so we could close the meeting.
A agree B disagree C agreement D disagreement
8. There are many ___________________ in the Prado Museum in Madrid.

A master works B masterpieces C master paintings D master items
9. The village has been very well preserved and the streets are _______________ .
A stoned B paved C cobbled D laid
10. Retail therapy refers to ______________ .

A relaxation B meditation C shopping D sunbathing
I
11. The cultural or environmental wealth of a country is known as its _______________
A legacy B fortune C inheritance D heritage
12. The holiday was exactly _____________ they thought it would be - a wonderful rest.
A like B as C which D that
13. _____________ the plane got closer to its destination, she began to feel increasingly
nervous.
A Like B Although C As D Just
14. When the children were young, they _______________take them on holiday to theme
parks.
A used to B got used to C were used to D usually
15. We ______________ go to three star hotels because we can’t afford four or five star.
A use to B used to C usually D didn’t use to
16. Room 461 is blocked at the moment because it is being _______________ .

A refurbished B refit C redone D rebuilt
17. Some villages in Andalucía are really ______________ with little narrow streets and
white-washed houses.
A cute B quaint C sheer D exhilarating
6 I
1. C
2. B
3. B
4. C
5. A
6. C
7. C
8. B
9. C
10. C
11. D
12. B
13. C
14. A
15. C
16. A
17. B
I

agenda orden del día
allocation asignación, reparto
allotment cupo
alluring (adj.) seductor/a, atrayente
astonishing (adj.) asombroso/a, incredible
basis base; (weekly basis: semanalmente)
billboard valla publicitaria
bliss dicha, felicidad
breathtaking (adj.) impresionante
bustling (adj.) bullicioso/a
buzzing animado/a
charm encanto, atractivo
charming (adj.) encantador/a
cobbled (p.p.) adoquinado/a
cool (adj.) de moda
deal trato, acuerdo
device aparato, artefacto
discouraging desalentador
enchanting (adj.) encantador/a
flavour sabor
getaway escapada
gorgeous (adj.) precioso/a
grassy (adj.) cubierto/a de hierba
haven refugio, remanso
hip (adj.) a la moda, a la última (tendencia)
irrespective of (adv.) independientemente de
joyfulness alegría
leaflet folleto, panfleto
lush (adj.) exuberante
magnificent (adj.) magnífico/a
masterpiece obra maestra
minutes acta
mouth-watering (adj.) delicioso/a
notice board tablón de anuncios
6 I
parlour salón
picturesque (adj.) pintoresco/a
quaint (adj.) pintoresco
quota cupo
rack rate tarifa estándar
reach alcance
rejection rechazo
release liberación de plazas, release
remarkable (adj.) sorprendente, extraordinario/a
retail al por menor
secluded (adj.) solitario/a
second-to-none el/la mejor, sin rival
stack montón, pila
sparkling (adj.) chispeante, vivo/a
steep caro/-a, excesivo
stretch tramo, trecho
strife lucha
sumptuous (adj.) suntuoso/a, lujoso/a
tree-lined (adj.) bordeado/a por árboles
trend tendencia, moda
trendy (adj.) de moda
uncrowded (adj.) con muy poca gente
unsurpassed (adj.) sin igual
warmth calidez
well-appointed (adj.) bien equipado/a
Verbs
to aim proponerse, apuntar
to allot asignar
to barter cambiar, intercambiar
to be tied up estar ocupado/-a
to call it decir, poner
to contract contratar
to draw up redactar, preparar
to drive a hard bargain negociar duramente para conseguir lo que se quiere
to emerge salir, aparecer
I
to feature mostrar
to get down to ponerse a; (let’s get down to business: pongamos manos
a la obra)
to go along with estar de acuerdo con, secundar
to go over revisar
to go through revisar
to indulge in permitirse
to make (can make) asistir
to perch on colgar de
to put back retrasar, posponer
to put off posponer
to rate calificar, valorar
to rely on depender de
to savour saborear
to say decir, poner
to sidetrack hacer desviar el tema
to step pisar
to suit convenir, venir bien
to track rastrear
to whitewash encalar, blanquear

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Manuales Docentes

Inglés Turístico III

Primera edición, 2011

Impreso en España. Printed in Spain

INTRODUCCIÓN DE LA ASIGNATURA ..........................................................................................13

UNIDAD DE APRENDIZAJE 1. THE INTERNAL STRUCTURE OF A HOTEL

UNIDAD DE APRENDIZAJE 2. AIR TRAVEL ................................................................................57

UNIDAD DE APRENDIZAJE 3. TOURIST INFORMATION AND GUIDED TOURS ....................91

UNIDAD DE APRENDIZAJE 4. CRUISING AND THE CANARY ISLANDS ..............................143

EJERCICIOS DE AUTOEVALUACIÓN ..............................................................................................177

UNIDAD DE APRENDIZAJE 5. THE F & B DEPARTAMENT ..................................................183

UNIDAD DE APRENDIZAJE 6. NEGOTIATION AND PROMOTION ........................................223

rentabilizar la utilización de las Tecnologías de la Información y la Comunicación, pueden

José Regidor García

La asignatura de Inglés Turístico III es obligatoria y se imparte en el primer semestre del

El presente manual está dividido en 6 unidades de aprendizaje. Incluye los contenidos

En el marco didáctico descrito en el apartado anterior, el desarrollo de los contenidos te-

Inglés Turístico III

Hotels Air travel Tourist Cruising and F&B Negotiation

Competencia lingüística Competencias funcionales Competencia terminológica

• to deepen knowledge of the internal organisation of hotels, the different departments

ESQUEMA DE LOS CONTENIDOS

Functions and specific skills

A hotel is an establishment that provides paid accommodation on a short-term basis. In

When completed, the hotel features a bar, church,

1. How have hotels changed over time?

2. Find words or expressions in the text which mean the following.

1. What do the differences in hotel structure depend on?

Chambermaid takes orders, brings and serves food

Lexis SEMANTIC FIELD OF “TO MANAGE”

responsible for to run

1. The general manager ______________ the whole hotel.

Focus on language WRITING NOTICES

risk noise requested use ensure worn wait

On the door handle of the room:

A Working Day in Reception

advance voucher sales outlet reservation allocate

In order to be successful, a hotel must try to maximise room _______________ .

8. Listen to a dialogue between a receptionist and a resort representative who is check-

1. Was the flight on time?

Guest: We’d like to check out, please.

Focus on language TO HAVE SOMETHING DONE

If you work in the reception of a hotel, one of

Have something done

The structure is:

The structure is:

Person who carries Action

I’ll get the chambermaid to bring you a pillowcase.

1. Would you like ________________ (newspaper/deliver) every morning, sir?

one. I need to get something from the room.

a. I’ll get the chambermaid to empty it.

a. I’ll have a newspaper deliver to your room right now.

1. ............................................................ 10. …………………………………………

a) Don’t touch the _______________ or you will leave fingerprints.

1. The beds haven’t ___________ ___________ .

2. The mini bar has ___________ ___________ .

3. You need to put your ___________ into the

4. There’re only two ___________ on the

5. There’s a lamp on the ___________ ___________ .

6. The towels haven’t ___________ ___________ .

7. The __________ __________ __________ hasn’t

8. There are only six___________ in the __________.

9. The bed has __________ __________ __________.

1. The beds haven’t _ _ .

2. The mini bar has _ _ .

5. There’s a lamp on the _ _ .

6. The towels haven’t _ _ .

7. The __ hasn’t

8. There are only six_ in the .

9. The bed has __.

1. Iberia _ to announce that flight IB 582 to Miami will be _