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English for International


Course Book
Miriam Jacob & Peter Strutt

Pea rson Education Limited

Edinburgh Gate, Harlow, Essex, CM20 2JE, England and Associated Companies throughout the world. vvww. CAddison Westey Longman Limited 1997 All rights reserved . No part of this publication may be reproduced , stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without the prior w ritten permission of t he Publishers . First publi shed by Add ison W esley Longman Lim ited 1997 Eleventh impression 2005 Set in Syntax 8.7S/ 12pt Printed in Spain by Graticas Estell a
ISBN 0 5B2 23753 X

The authors and publishers would like to t hank the following consultants and teachers for commenting on t he manuscript: Sarah Louise Moss, Joelle Bajollc, Ana Maria Ped ucci, Alison Gisvold, Susan Karaska and especially Diane Conrad- Daubrah, who prOVided inspiration as well as material for the book . Also students at the University of West minster and Ham pstead Garden Suburb Institute w ho piloted materials. We are gratefu l to all those working in the travel business w ho gave freely of their time and expertise and w ho agreed to be interviewed for the book, in particu lar: Christopher Khoo of the Singapore Tourist Board; Suzan ne Bassett, Sales Executive , China Travel Service (U K) Ltd; Miss Cumberbatch, Sales Manager, Barbados Tourist Authority; Lud w ig Szeiler, Prof Dr Dietrich W ildu ng. Cu rator, Agyptisches Museum, Bertin. We would like to thank the following for providing help and information: David Blair at the Welsh Office, Cardiff, Idwal Williams, the plan ning officer for the LlanberiS area, and Arlon County Council; Elmeda Shelly of t he Welsh Tourist Board; John Swarbrick; Bodo Hamel of t he Berlin Tourist Office; Jill Smillie at Conference Venues, and Dawn Ellis and Pauline Thomas at Conference Contacts; Andrew Rusack, Sales Manager for East of England , Going Places; Gary Lewis, Senior Manager, Ground Operations, Air UK Ltd , Stansted Airport; Bill Craig of American Express Training Dept; Emily F. Jacob. Also: British Tourist Board; Egyptian State Tourist Office ; Irish Tourist Office; Intou rist; New Hampshire Office of Travel and Tourism Development, USA. The authors wo uld also li ke to thank the editorial team , Stephen Nicholl, Sue Ullstein, David Riley and janet W eller, and the publisher, Gillian Rod rigues, for t hei r ded ication and com mitment to the book. We are grateful to the following f or permission to reproduce copyright material: Addison Wesley Longman for extracts from LONGMAN ACTIVE STUDY DICTIONARY, 1991 and INTERPERSONAL SKILLS FOR TRAVEL AN D TOURISM by Jane Lisa Burton 1995; American Express for an adapted training manual text, Brit ish Airways Holidays ltd for ada pted extracts f rom a letter by Brian Eustace, Golf Manager on behalf of British Airways and a Brit ish Airways Holiday feedback questionnai re; British Tourist Auth ority/English Tourist Board for adapted extracts from the articles 'Value of Tourism in the UK' &. 'Tourist Spending Breakdown' from t he leaflet NATIONAL FACTS OF TOURISM, an adapted extract f rom BRITAIN'S STRENGTHS AND W EAKNESSES: GUIDELINES FOR TOURISM TO BRITA IN 1991-1995 and an extract from the artide 'Dock lands turns its attention to tourism gro\'/th' in TOURISM ENTERPRISE , January 1993; Commuter Publishing Partnership for an adapted extract from the article 'How to write a CV' by Eleni Kyriacou from M IDWEEK MAGAZINE, 1990;

Consumers Association for an adapted extract from t he article 'Tourism the Destroyer - Plans for tourism development..' in HOLIDAY W HICH? March, 1990; EMI Music Publishing ltd trading as Elstree Music, London WC2 H OEA for words to the song SUMMER HOLI DAY Words and Music by Bruce Welch and Brian Bennett, 1963; The Financial Times ltd for an extract from the article 'When it pays to complain' by Diane Summers in FI NA NCIAL TIM ES 28 July, 1994; The French Publishing Group f or an adapted ext ract f rom YHR GRAND LOUVRE GU IDEBOOK by Jerome Coignard , Joel Girard and Christophe Lagrange, trans. Nigel Hollidge; Guardian Media Group pic for a slightly adapted ex tract from th e article 'A tale of two cities as intrep id trio lose out on American dream ' by John M ullin in THE GUARDIA N, September, 1993; lntouri st ltd for an adapted extract from 'Tailor- made booking req uest f orm' in t he brochure RUSSIA BEYOND 1994/1995; Lynton Cooper Travel (London) Ltd for an adapted extract from the brochure SKI THE AMERICAN DREAM SK I AMER ICA; M iller Freeman Technical Lt d for extracts from articles 'Cut-and-thrust of contracting' and 'Room at t he top' in TRAVEL TRADE GAZETIE 14.6.90 &. TRAVEL TRAD E GAZETTE EUROPA; Pergamon Museum/Accoustiguide GmbH for ext racts t ranscribed from PERGAMON ENGLISCH ACCOUSTIGUIDE (1991) by John Julius Norwich ; Saga Studio for an adapted extract from t he 'Pacif ic Cruise Company' brochure SAGA CRU ISE COLLECTIO N - March 1994-February 1995; Times Newspapers Ltd for an extract from th e aritcle 'Promotion to the rank of flyer first class by David Churchill in THE SUN DAY TIMES, 21.11.93. Times Newspapers Ltd , 1993; United Nation s Environment Programme for an adapted extract from the article 'Safe Tourism - is it possible?' by Lelei Lelaulu in the journal OUR PLA NE T, Vol 6, No 1 (1994) .

We are grateful to the following for permission to use copyright photographs: Alton Towers for page 18br; Clive Barda for page 35t; Margarete Busing/ Bildarchiv Preussi sc her Kulturbesitz for page 89t; The Bridgeman Art Library for page 7bm, 89br, 89bm, 89b!. IGiraudon for page 90; Capital Pictures for page 44ml; Going Places for page 30; The Image Bank/ Lisi Dennis for page 74, I Tom Owen Edmunds for page 111b,/Renzo Mancini for page 9, IAndrea Pistolesi f or page 46r; The Kobal Collection for page 20; New Hampshire Tourist Board/Ralph Morang for page 82t; Pepys Library, Magdelene College, Cambridge for page 861; Pidor International for page 7tr, 25, 38, 63, 73, 84; Portsmouth City Council for page 87t1, 87tr; Ski t he American Dream for page 109m; The Slide File for page 23b; Steamboat Ski Corp/Larry Pierce for page 109b, 109t; Tony Stone Images for page 7bl,/Michael Busselle for page 11, IRichard Elliott for page 45, ISuzanne and Nick Geary for page 87bl, IDavid Hanson for page 37tl, IJeremy S Hibbert for page 461, ISimeone Huber for page 107, IDavid Mad ison for page 46m, I Hiroyuki Matsumoto for page 88br, I Kevin Mo rris for page 7tl, IJon Nicholson for page 37br, IGreg Pease for page 481, f Lorne Resnick for page 18ml. IJo n Ril ey for page 12m, 62; Strawbery Banke Museum for page 82b; Telegraph Colou r library for page 6br, 6bm, 6bl, 7tm, 21, 23t, 24ml, 24tr, 24tm , 24t1 , 24bl, 24bm , 24mr, 35r, 44 b, 44tm, 50, 52 , 56bl, 56tr, 56tl, 76, 77 , 78, 86bm, 86br, 88t1, 88tr, 88bl , 111t, 114, IB &. M Productions for page 12t, IBavaria for page 7br, / Bavaria- Bildagentur for page 22, IColorifiC for page 18t, 44m r, 44tJ, /Colorific/Antonio Gusamo for page 6tm,/ FPG for page 24m , 56br, /James Kay Photography for page 12b, /Masterlite for page 6tl, 18mr, 44tr, IP Tit muss for page 87mr, /VCL for page 94,104; Keith ToUem Associates for page 70; Trip/Dinodia for page 37mr; Un iversal Press Syndicate for page 5ot; Elizabeth W hiting Associates for page 71. Designed by Simon May, Sage Associates. Illustrated by Kathy Baxendale, Richard Coggan, M ichael A Hill, Biz Hull, Phi lip Mount (Tin Star), Caroline E. Porter, Debbie Ryder, Michaela Stewart and Katherine Walker. Cover photo by And rew Hall.

To the learner
This book is for you if you work in t he t ourist industry or if you
are studying tou rism.

Good pronunciation will give you greater confidence, whether you are dealing w ith customers, taki ng part in discussions or guiding groups of visitors . The Speechwork sections will give you t he systematiC, regular practice wh ich is t he key to progress.

It provides excellent preparation for any of t he major European exam inations in English f or Tou ri sm in clu ding t he London Cham ber of Comme rce and Industry English for the Tou rist
Indu stry exams.

What is in English for International Tourism?

The Course Book contains f ifteen units and t hree scenarios, all
based on themes f rom the tourist trade . It includes topics such as:

To help you improve your reading ski lls, we have chosen a variety of au t hentic texts from tourism publ ications, and have deSigned practical exercises to check your understandi ng.

the effects of tourism on the environment.

how hotels are managed.

In t he Writing sections you w ill carry out real tasks f rom the tourism workplace. For example: writing letters, press releases, brochures and reports. There are model answers for all the wri ting activities in t he Teacher's Resou rce Book.

how tour operators set t heir prices.

how holiday desti nations are selected and promoted.

What is in the units?

Every unit contains t he sections below. We have used the same head ings th roughout th e book so that you always know

Learning Tips
From time to t im e we include advice and information on how to improve yo ur learning strategies and become mo re
independen t when you study.

t.'J hat kind of work you a(e going to do.

~ opens with a few questions, and often some

=-="0. to start you th inking about the theme you wi ll be - - ; 'g.

After every five units there is a scenario. These are case stud ies
which cha llenge you to use t he English you have learned to deal w ith authentic situations in internat ional tourism .

-<"""F--=.._ -g activities present realistic and motivating situations

you can practise the language you have studied. You

What about private study?

A Workbook with its own cassette accompanies the Course Book. This provides extra tasks f or study at home or in class an d includes three review sections where you can monitor your progress. We very much hope you will enjoy using English for International Tourism .

jake presentations, negotiate t he terms of contracts, .:..scuss key iss ues, give advice and information, deal with :omplaints and perform many other tourism-related tasks.

The cassette recordi ngs in cl ude conve rsatio ns and discussions betw~ e n experts in the t ou ri sm t rade. British, American, Australian and other int ern atio nal accents are f eatu red , to help yo~ understand how peop le speak English in different parts of the world. Tapescri pts of t he recordings are pri nted on pages 11 6- 123 of the Co urse Book.

Language Focus
Here you w ill work on the key aspects of grammar that are essential for progress at t his level. Language Focus sections include clear ex planations and activities to help you un derstand and use the language effectively. Miriam Jacob
Peter Strull

The Vocabulary sections w ill help you to develop a richer vocabu lary. These sections introduce and practise many words and ex pressions req ui red in the tou rist industry. A word Jist of

more than 100 to urism t erms incl uded in the Course Book is printed on pages 124-12 7, along w ith t ranslations into seven languages.

Types of

Travel agencies and tour

Professional activiti es
giving holiday information

Languag e
Language Focus: compound nouns

Directory of texts
Conversations with customers Letters about golfing holidays



talking about holiday experiences writing and responding to

letters of enquiry

types of holid:!


page 6

prices compound <!::dj;cj-. es

nu mbe~

word stress Job descriptions

How to write a CV The write way to find a job

A Career in

Recruitment and job hunting

writing CVs and covering

Language Focus: simple /coo::! "' _ '1:"_"5.

verb f orms

taking part in job int erviews





formal and

. ~~,

page 12 Speechwork"

stress in vo"ofcs :--:::: - S in -ate, . jc a..-.:: -2: ~

Recruitment advertisements letters of application

Trends in Tourism page 18

Tourism organisations and tourist boards

note-taking writing a summary based on notes giving a short presentation from notes talking and w riting about modern -day developments

Language Focus: past simiXE :..-:se-: perfect s;m=-e Vocabulary: definitions if :.:L. - -Stypes and ~~ ::travel speechwork: past verb =.:r--!E

Definitions of tourism Summer holiday De\<elopmen t of tourism in SIngapore Summer holiday

0 0 0

Language Focus: the denr :: ~"XE Vocabulary: Speech work: BritishlA:-;ercr usage the sch....... reading ~,_'1""'!5

Where People

page 24

Tourist boards, tour operators, Tourist Information Centres (TICs), and travel agents

working with figures designing a questionnaire and carrying o ut a survey giving information from a chart reporting on the nature and value of tourism in a country

Americans in Europe A tale of two citi es



Travel Agents page 30

Travel agencies

telephoning taking bookings and filling in booking forms asking for and confirming inf ormation wri ting letters of confirmation w riting a set of instructions: payment procedures

Language Focus: Vocabulary:

tagq ft~,,~

-elephone calls .; holiday booking 3oo(ing forms =xrract from a training manual

phr~ -

0 0

phone ;;ats payr:;e-: ~""'!5 Speechwork: the c..7.a:r': intc:r.a:o- r ~ into-.c:=o- r- =


~,Ind ia

Scenario 1
Advi~ng a

Tr.<,'.ref '6enOes and tour


Client page 36

reading brochures giving information an d advice helping clients make choices writing letters at recom mendation

S:=~mboat, Colorado, USA


Tour Operators page 38

Tour t:IpIY.a:o-s hoteliefs


writing reports planning a package tour negotiati ng an agreement writing a letter of confirmation

language Focus Vocabulary: Speechwort<:


.;. ::;.anning meeting






-;;on the welcome is fros ty

Promoting it Destination

Tour ist~llS

identifying strengths and v.eeknesses of a country aescribing ways of promoting


Language Foc Vocabulary:



~"7\Oti ng

Barbados as a

:o..m. destination
- ----clTl. ~

page 44


- =--."...,

t rip to China

0 0

AT:bl1g promotional materials Ot3CJ'1bing an itinerary :n5eI1!ations: reporting on ,a ~-iianse.tion trip Speech....'Cr'<..

=-~' s

strengths and


Responsible Touri!.m page 50

Ecological a.,-JI; ~ issues National u..: .cc.=.. govemmen: Environmen:a. z:-:: agencies


g part in public meetings

lan gueg,"~

~ 6 press releases

VOC2..btk..- Speecrr


~eiand Encounter ~ tou rism



All tourism providers

Professional activities
mapping an itinerary writing a fax: improving airport passenger handling facilities making recommendations to a tourist board

Language Focus two- part verbs Vocabulary: Speechwork transport word boundaries

Directory of texts
Susan's trip to the USA Rapid speech Passenger care

"'!"ransport !)age 56

0 0

Customer =i.elations o.age 6 2 Customer relations departments dealing with complaints Language Focus infinitive or gerund Vocabu lary prefixes adjectives describing personality Speechwork: contrastive stress

writing letters of apology w ritin g letters confirming agreements

Melanie Flowers Unfortunate incidents in a travel agency When it pays to complain Feedback questionnaire


Scenario 2
-andling: a CcnpJaint 68

Tour operator's customer relations department

reading correspondence: letters, memos and fa.lles dealing with a claim for


OJ 0 Letters and faxes of complaint 0 Memos OJ


writing Jetters to dissatisfied customers


-etel Facilities


replying to letters of enquiry negotiat ing bookings for conferences and groups w ritin g letters of confirmation w riting memos describing hotel facil ities

Language Focus: types of adjective order of adjectives Vocabulary: hotel facilities collocations w ith and Speechwork: stress in compound adjectives

Fixing rates: different racking systems T ommaso Zanzettol Richard Williams


:age 70

A ustral Tours The Far East Invest ment Group Docklands

Letters from hoteliers


~ X2~ns

Hotels. trade fairs. tour operators

:o!g-: 76

wciting fm' giving infoemation t aking part In a meeting to decide on th e viability of a new venture
w riting a report choOSing a site for a hotel w riting promotional material

Language Focus conjunctions Vocabulary: Speechwork : formal and informal language pronunciation of the letter i

0 0

Language Focus: conditionals Vocabulary: Speechwork: TIC Venice Leisure pursuits in New Hampshire


to Do

Tourist Information Centres

writing a tourist information leaflet w ritin g and recording an answerphonc message giving tou rists advice and suggestions on tourist attractions describing museum exhibits and monuments w riting notices giving a guided tour


- -51:'82

0 OJ

. "

GUided tours eting

Language Focus relative clauses Vocabulary: Speechwork: museum exhibits and monuments pausing, stre5S and pitch

The Neues Museum , Berl in



Tour of th e Pergamon Museum, Berlin T he Lou vre, Paris

0 0

. ..$p.:-ss
- oii."'Ci

Hotels, airlines, conference organisers

describing conference facilit ies negotiating rat es promoting conference ven ues telephone selling writing promotional letters

Language Focus possibllity and certainty Vocabu lary: Speechwork: conference equipment sound and spelling: silent letters word stress in homographs

The Manor Hotel


Promotion t o the rank of Flyer [I] First Class

I ,
Resort information

5.:.enario 3
: ganising
~ -:-..If~ons

Tour and resort representatives

designing a programme of e.llcursiom


A.5e 100


= o

:COOpwork/Pairwork B Texts

11 6

W ord List


= Read ing text = Listening text

of Holiday

Dealing wi th trade and customer enqu iries

How many different kinds of holiday can you think of? Work with a partner and compare your lists. 3 Join the phrases in the two sections a-g and 1-7 to make complete holiday descriptions.

Vocabulary 1
2 Put the words (1-9) into the appropriate spaces.

a A city break in Moscow

b A three- week expedition to Greenland

1 wi nter sports

4 safari
5 cru ise
6 weeke nd break

C A five- day stay in a purpose-bu ilt chalet

2 self- cateri ng 3 special interest

7 adventure 8 package tour

d Two weeks on an ocean liner

e A month 's holiday in a mobile home A bed-and-breakfast stay

9 homestay

a a relaxing ..... holiday w ith old-fashioned hospitality on a family farm

b a month's .. .... holiday lost in the Amazon rain forest c a fortn ight's chalet ... holiday for the family in a rented Swiss

9 A trip to Di sney World to study the geology, flora and fauna

2 in a caravan park in sun ny Biarritz

3 at one of the Center Parcs holiday villages in Britain, France or

Hol land 4 with t wo nights at the Metropol hotel and tickets for the Bolshoi

d a ten-day . ... . to Thailand, includ ing flights, deluxe hotels and visits to the Sukhothai national park and the pagodas at Ayutthaya e a two-week .. .... in the Baltic Sea aboard the Argenta

lin er

5 including a three-day stopove r in Tah iti

6 with free accommodation in a condo in Orlando

a(n) ...... holiday ski in g on the slopes of the Pyrenees 9 a(n) ...... in Amsterdam to visit the Rijksmuseum and be back in time for work on Monday h a stay in Mombasa combined w ith a(n) . .... in the famous Tsavo game park a(n) ...... holiday, excavating Aztec temples or learn in g English in London

7 in a comfortable guest house near Th e Black Forest

4 What types of holiday are those in exercise 3? Choose categories from the list in exercise 2 or add your own. 5 How would you describe the holidays in exercise 3? Choose
from the list in the box below and justify your choice. frightening exhausting entertaining

relaxing cultural romantic

for the family once-in-a -lifetime adventurous

6 Listen to four conversations in a travel agency and match the
customers to the advertisements.

Types of Holiday


The Ued Square, the Kremlin .
St Basil's Cath edral .. at give-away prices.

'J'lu World of Children; Fontmy


Flights oJ' Boeingjels and Concord;! a/ unheatable prius

Place s limited.

R enaissance
Cd away from il all
A luxury holiday at all affordable priu.

A remarkable exhi b ition

-The Age o/thr M edici"

Country cottages andfahulous

firs/as at bargain prius

Tropicnlllltllld H olidays

Book now f or discount prices.

Derails inside.

Spainl rain for newly-weds


Vocabulary 2
Prices 7 Fin p the words in the advertisements that refer to the prices
of the holidays. Then listen again and list the words that talk

8 Write the word s from the box a long a line like the one below, going from the cheapest to th e most expens ive.

abo ut pri ce.

a bit pricey




prohibit ive

at rock-bottom prices

free of charge

.... --~



Work with a partner and discuss these questions. c What are the disadvan tages of holidays at rock-bottom prices?
d W hich of t he holidays in the t ravel agent's wi nd ow would appeal to you? e W hat wo uld you consider to be the holiday of a lifetime?

;: Where wou ld you consider it econo mical/ reasonable/ exorbit ant to go for a holiday?

W hat ki nd of tourist activities in yo ur area are free of ch arge?

Language FocLls
Compound nouns
In Engli sh we can use nouns as adjectives. For example :

Apostrophe 5
The '5 or 5' can be used in expressio ns of time w it h numbe rs: an hour's drive f rom

water sports

adventure holiday

caravan park

a month's holiday
in Hungary five minutes' w alk

The fi rst word fun ctions as the adjective and answers t he

the airport two days' journey

question What kind of>

The relatio nsh ip bet ween t he t wo noun s can be of many kinds, in cluding:

BUT in expressio ns begi nning w ith a,


or a possessive and

Time Fun ction

mountain slopes, city centre

followed by a number, t he f irst noun is singular. For example: The to ur inclu des a two-day exped ition to the caves. The th ree-day train journey was bo ring . His thirty-mile hike over the mountain s left him ex haust ed.

summer holiday, weekend break

golf course, swimming pool


paper bag. iron bridge

So metimes t hree o r more words are combined :

Tourist Information Centre

business travel expenditure

air traffic control

winter sports holiday

M atch the nouns in A and B. A speciali st lecturer acco mpanies each cruise w hich lasts seventeen days. A speciali st lecturer accompanies each seve nteen-day cru ise. a It t akes tw o hours t o dri ve to the ai rport. b The journ ey to th e centre of Lo ndon takes forty-five minutes. c Th e excu rsion incl udes a meal with three cou rses at a gourm et restaurant. d You can visit t he vin eyard, w hi ch ext ends over two hundred hectares. Work in groups. How many compound nouns can you make using the word holiday? For example: e We stayed in a hote l w ith t hree stars. From Santi ago t o San Francisco there's a f reeway with fo ur lanes. 3 Rewrite these sentences without changing the meaning. For example: It takes f ive minu tes t o walk from th e hotel to the 9 A guide acco mpanies all tou rs scheduled for f ive days . h They have produced a f ilm, wh ich last s twenty minutes, on the A mm assali k region of East Greenland. Th eir ex ped it io n, w hi ch t oo k six months, nearly met w ith disaster.

t heme

city book sports

hotel boat
incent ive g ui de

reso rt
accom modation

capital health



holiday accommodation

package holiday

It's a f ive -m in ute walk f rom th e hotel to the beach.

ord stress

Types of Holiday

: Say these words.



affordab le



ord st ress is very important because if you pl ace the stress

the wro ng syllable, other people wil l find it diffic ult to

When you note down a new word it 's

a good idea to inclurle the stress:

_-::erstand you .
vad the following words aloud and classify them according

bargai n

e stress patterns above.

adventure enqu ire Japan Britain photographer prohibitive package expedition about




- - . --


fo rest
cancellation Arctic


......sten and check your pronunciation.

Draw a grid like the one be low. Fill in the details of the best holiday you have ever had. Then interview some other members of the class .

Who had t he most exciting ho li day? The best va lue for


Name Duration Destination Type of holiday How organised Means of trans port Activities Value for mon ey


Miria m


N. Spain





Famifiarisation trip

By rt1y3df

By us



ear + Boat
Sa;ling, <ating, .,;ghteeeing, walong

f1ane. car.limc\lSttle

Siqhteeeing & eating

Siqhteeeing, culUJr.31 ~s;ts

Terribl e!



12 Read these statements about busin ess letters in English. Are
t hey true or false? Do oth er people in the cl ass agree with you ? What other advi ce can yo u g ive abo ut writ ing letters? a W hen you write a letter you put your name above you r address. b It is co rrect to w ri te Dear Mister when beginn in g a lette r. c In the United States 1st April 1999 can be abbreviated to 4.1.99. e The abbreviation Ms is used to write to women w hen you do not know or do not wan t to refer to their marital status. It is rarely appropriat e to use contractions (I'll, don't, isn't) when writi ng letters. g If you begin a lette r w ith Dear Mr Grant yo u should en d with Yours faithfully.

d When w riting a letter to the USA you can begin it with Gentlemen:.

13 Read th e letter on the left. Why is Mrs M cSweeney w rit in g? W hat inform ati on does she requi re?

14 Read th e reply on the ri ght.

What information is missing?

44 Cedar Avenue

N31SR Skyways Holidays Publica tions Manager Atlantic House Haze/wick Avenue Haywards Heath West Sussex HH101NP 30 October 199 Dear Sir or Madam As an enthusiastic golfer I am very interested in combining a holiday abroad w i th the opportunity to receive expert tuition and improve my handicap. I would be grateful if you could send me a brochure on special interest golfing holidays, together with details of transport, accommodation and any special out-of-season offers. Thank you in advance. { look forward to hearing from you in the near future. Yours faithfully
Mrs McS\"Jeeney 44 Cedar Avenue London N31SR 6 November 199 Dear Mrs McSweeney I am delighted to enclose a Skyways Holidays Golf brochure for nelCt season. This brochure offers the widest selection of golf holidays available today. Choose between a holiday near to home in Portugal, Spain or Madeira, or fly further afield to exotic destinations such as the Caribbean. the USA, Kenya or even Thailand . Free Skyways UK Flights to Heathrow or Gatwick are available to connect with many hol idays, and you will lind a host of bonus offers at selected hotels throughout the brochure. With guaranteed no surcharges, you C<ln be sure of .~ value fo r money. I do hope that this new brochure will help you find the holiday :your choice. Our specialist Golf Reservations Team on 01293 487725 will be delighted to help you with your booking. or alternatively visit your local ABT A Travel Agent or Skyways Travel Shop. If you have any specific questions. pleas::;. call our Golf Advice Helpline on 01293 890572. We look fOl)vard 10 welcoming you on a Sky-Nays Holiday soon. Yours sincerely,

Heather McSweeney (Mrs)

Avril Sinclair Golf Manager PS Our Golf Reservation Team on 01293 487725 will be happy to check lability all any holiday for yOu .

-" tier of enquiry

Types of Holiday

the instructions below and write a letter of enquiry.

::::;n.e the letter to your teacher who will deliver it to a nother nember of the class.
:(J are Ameri can. You are planning a t ri p t o Europe this
mer and you are thi nkin g of takin g a tourin g holiday in
~ French government tourist office has given yo u an

Before you begin, decide on the fo llowing:

a w ho yo u are b yo ur age

e yo ur marital status
d jf you w ill be travelling alone or w it h others e if with others, who they will be.
Your address is 6 11 E. Franklin Street, Richmond,

..xlress to write to:


- - 1 Newbern Avenue edford assachuse tls 02 155

Virginia 23219.

If necessary. refer to the Writing Tips below.

discounts that may be available.

Mlen yo u rece ive a letter of enquiry use the inform ation page 102 to write the reply,

Making an enquiry

Replying to an enquiry



Explain clearly what information you w ish to receive. Say why you need it. Use a separate paragraph for each req uest. Use simple rather than complex sen ten ces. Delete unnecessary detail.

Answer all the questions. Give t he client all the information he/she needs to make a booki ng. Be friendly and positive.

Use a separate paragraph for each response to a question. Use simple rather than comp lex sentences. Delete unnecessary detail. Useful language

Useful language

I am writing to enquire about. I was interested in your advertisement in . I would be grate ful if you could, .. I look forward to hearing from you soon.

Thank you for your letterlfax of (date) , In reply to your letterlfax of (date) . We specialise in catering for ... Please find enclosed .. If you need any further help or information please do not hesitate to contact us. I look forward to hearing from you.

- ... possi ble, look up the address of an Eng lish- speaking touri st or a tour operator with offices in the UK, the USA, Canada, Australia, Ireland or New Zealand and write to them

requesting information about a holiday you might like to go on or prom ote.


A Career
in Tourism
Applyi ng fo r jobs

Work in groups. Make a list of job titles in the tourism sector.
Compare your list with those of other groups.

2 Work with a partner. Choose two jobs and list the activities they involve.


listen to six people talking about their jobs. Match the people to their job titles.
b Conference coordinator d Travel consultant

'-1:_......... 2

a Prod uct manager c Trainee hotel manager e Cabin attendant

Business travel consultan t

Language Focus
Simplelconlinuous verb forms
Look at these pairs of sentences and answer the questions:

Read this extract from an interview in which a woman is talking about her career. Put the verbs in brackets into the correct tense. Then work with a partner and compare your choices.

1 a I work for Exotic Tours. Is this a temporary or permanent situation?

b I'm working for Exotic Tours.

Is this a temporary or permanent situation?

2 a We fly to Dubai on Fridays. 1 5 this a regular event or a plan? b We're flying to Dubai on Friday. Is this a regular event or a plan?

'1 (have) ...... three jobs in my Life so for. I (start) ...... as dn Overseas Representative in Yimisia, Greece and Austria, and thm I (work)
...... as an Assistallt Resort Manager for two years

3 a The 4 p.m. shuttle is leaving.

What time is it?

b The next shuttle leaves at 4 p.m. What time is it?

4 a She's been working as a hostess. Does she sWI work as a hostess?

in Turkey. I (head) ...... for promotion when I (decide) ...... to leave in order to start a fomily. Anyway, now I'm back in work and for the last six months I (work) ...... flj It COlltracts E~ecutive so usually I (spend) ...... It lot oftime with hotel
managers and (llegotiate) ... .. . contracts for hotel

b She's worked as a hostess.

Does she sWI work as a hostess?

room,. alld services. On top ofthat I (select). ..... new resorts and locations.
At the moment, I've got a trainee with me who

5 a When you phoned I was speaking to the manager. Did the phone call interrupt the conversation? b When you phoned I spoke to the manager. Did the phone call interrupt the conversation?

(do) ...... some research into "

2 What is your occupation? What does it involve? Are you working on any particular project at the moment?

Speaking 1
Applying for Jobs
_ Work in g roups. Discuss these questions. _ How do you find out about job vacancies? : How do you apply? Have yo u ever applied for a job? What did you have to do? _ In order to apply for a job you usually have to send a curriculum vitae (CV) - in the USA called a resume - and a covering letter. Th ese documents are very important because they are the first impression you g ive . Work in groups. Read the statements about CVs and covering letters. On the bas is of your know ledge and experience, decide if yo u agree with them .

A Career in Tourism

6 Work w ith a partner. Stud ent A read the articl e " How to Write a CV" below, Student B read the article " Th e Write Way to Find a Job" on page 103. STUDENT A Tell your partn er what recommendations " How to Write a CV" makes about: personal inform ati on and expe rience. layout, language and style. Which of the fifteen points (a-o) in exercise 5 are mentioned in the article?

A curricu lum vitae is more acceptable if it is hand-written.

When applyina]or a job you'll be in competition with a number other candidates. So your CV is impor tant - intell'il!wl!rs will decide whether or not to see )"ou on the stren9th '?fll'har you hat'e written. Don't jw.t think it as a list cfJacts; it should sum up your personal, educational and career history, as well as beina an indicati on '?fyour strenSlhs and weaknesses. Here are a.fell' sUBBestions:

= A covering letter should be hand-written.

You shou ld always include a photograph. : The longer a CV is the better.



:: A CV shoul d li st experience in chronological order.


It's best to explain foreign qualifications and give an app roxi mate equivalent in the country to wh ich you are applying.

Presen ta tion
Always type your CV. Use a good typewriter or word processor. If a CV is hand-written, it goes into the wastepaper basket. Use good quality paper. Don't give the impression thi~ is just another photocopy. Nc'er send a CV w ithout a coyeri ng leller explaining which vacanc), you're applying for. If you're "on spec.", send a short letter explaining w hat kino of post you'r e looking for. Don't fax a CV unless you 're asked to. It's a confidential clocullH'nt .

= There is no point in mentioning outside activities, hobbies, etc .

- each CV should be customised for th e job you are applying for. Perfect prose isn't expected; note form is perfectly acceptable . Use space constructively; don't mention failures or irrelevant experience. Don't include your previous salary or salary expectations, unle;s requested. Yo u can lie on a CV: they'll never f ind out anyway. ny gaps in the dates sho uld be explained. - It's best not to send t he CV by fax unless requested to do so. Always make a follow -up phone call a few days after sending off your CV.

\Vrik a lj~t of important headings. These should indulk your

name, dattO of birth, your address (anti your e-mail addn:.s:;, if you
han': (me), phone number (at work and at home), your w()rk

rClord and so on. Start with your most recent job and work hackwards. Don't lean! out any yilal inrormation. If)"ou sp<'nt a yt'3r or two travclling, so. Years that arc unaccounted for will st'cm suspicious. Don't include any
n cg,!.t in~

infonn ation, such as exam failures or

lost jobs. Be positive about yourself, but don't li t"" or you will

umkrminc )"oursdf from the start . 00n 't ask for )"our CV to bc n .'turnt-d; many compani..:-s k..:-cp
CVs on nit' for future rcfcn:nce.

(adapted from an artil.:lc by Eleni KyJ"iacuu in fIJi.lw<!<!k)


7 Look at Mike Mortimer's CV and answer these questions.

a What was his first post?
b What is his most recent post?

c What kind of experience has he had? d How has his career progressed?

e In yo ur opinion, is his CV welJ written? If not, w hat chan ges wou ld you make?

Name D.O.B. Address Tel. No. Marital status

Mike Mortimer


157 rue des Laboureurs, 77550

Single EDUCATION Certificate of Theme P~rk Management: Miami University, Flonda, USA Diploma in Hospitality Management: Ncalh ". . d College, \Vales Higher Nat ional Diplom~ ~1~~~~~~S~~;~~ute Recreation Management. . of Higher Education, \Val~s . , BTEC National Diploma In Busllles~ and
Finance: Ferma,na~h Colleg~h~~t:l :~d Educarion, Ennr sktUen, No 8 GCSEs - Grade B . . St Joseph's School, Enmskillen, Northern Ireland

09193-02/94 05/92-02193 09/90-04/92

Coordinated the show qua li ty, ensured high STandards of maintenan ce SUPERWORLD THEME PARK Miami, Florida 2/95-12/96 Intern Supervisor Implemented the rntem Progr<lm Planned and presided over Special VIP Events Supervised the training of new employees on operating procedures Participated in leadership development and trainer classes 03/94-02195 International cultural representiltive Greeted guests and answered questions Took inventory of stock, organised shop displays Organ ised internat ional cultural exchange events THE NEWBERN GROTTO Newbern, Northern Ireland 06/90-09/90



LANGUAGES ENGLISH, mother tongue FRENCH, tluent SPANISH, elementary EMPLOYMENT EXPERIENCE BIENV ENUE THEME PARK Merville, France 12/96 - present .
Attractions Lead C.oordmator. 1 development of staff on Pre-opening, superVIsed the persona standards of custo mer care . d for Compiled and arranged Safety Operatmg Proce ures Attractions . d I _ d deleoation of tasks - aocd employees' dally sche u e an ~ _ .

Tourist Information Assistant/Grotto Tour Guide Provided tourist information for local area Guided international parties in one of the largest caves in Europe
Trained new employees on all aspects of cave guiding

M<m 0 . attractions m the Park Mon itored safe opcratlOn a f maJ'or <

INTERESTS Folk Illusic , judo, water sports

1990-1993 1987-1990

ADDITIONAL INFORMATION Sports club treasurer Y olLth group leader REFEREES Anne Jones Director, The Newbern Grotto 14 Rodney Drive Newbern Northern [reland B1748DF

Christophe Allain 23, rue de la Paix Moissy 77550 France

e A Career in Tourism
Writing 1

Choose one of the advertisem ents and imagine you are a candidate for the post. Make a list of the qualifications and personal qualities that are required to do the job. Design your cv.

TOllr Operator M arketing E xecutive
Required by EXPLORE THE WORLD LTD, a well-established travel firm operating


Hight service .


Skyways has opportun iti es for cabin crew who will be responsible for the safety, comfort and en joyment of the passengers on board our ai rcraft, whi lst maintaining our extremely high standard of in-

Are you aged 21-35, of between 160 em and 180 cm in height,

and of smart appearance? Do you have a minimum of four GCSEs or equiva lent (including Maths a nd English)? Do you have a confident, outgoing persona lity and plenty of stamina? Are you able to remain calm and level-headed even under stress? Do you have experience in dealing w ith the general public?

escorted tours of Europe (ranging from

Inverness to Naples and from Budapest to

Lisbon) for a primarily American clientele. VVe seek resourceful, well-travelled

applicants who not only have inbound touroperating experience but also the ambition

If your answer is yes, then in return for your energy and

comm itment to qual ity of service, we offer:

and ability to take OIl certain key

manageme nt roles.

competitive salary

concessionary air travel

The ideal applicant must have "'/P skills, be

literate an d numerate, accurate and


excellent career prospects and training the opportunity to work for organisation. Interested? Then please write, quoting ref. DM3, with full CV, and

dynamic, progressive

articulate, and have a real appetite for hard

work. A second (or third) language is essentiaL


enclose a good-quality, full-length photograph to us at the address below. Cla ire Downing, Personnel Assistant, Skyways, Atlantic House, Hazelwick Avenue, Haywards Heath, West Sussex, HH 10 1NP.

Please write with full CV to: The Managmg Director, Explore the VVorld Ltd., Priory Laoe, Buxford, OX18 4DG

-- -


ClOSing date: 15 June. Previous applicants currently on ou r files will automatically be considered. Please note thot applicants will not receive a reply until after the closing date.


The r('spomibility you clesene. The freedom yo u'll enj oy. Do you ha vc at least two years ' exp(~ ri e ncc in a sen- ice -related ind u.stry - id eall y gain ed in the tra,e1 tradc? Can you comhine th i ~ with a fre sh, enthusia ~t i c approach , strong powers of initiative and ou t standing in terpersonal skills? If so, Monan:h Hotel s may han:: the ideal opportunity for you.
A.~ a majo r international hotel group, w e ha,'c 250 three - , fo ur- .llld fivc-star hotel s from Gn' (~n l and to the Galapagos .

Bas ed at our head o ffice in Bern, you w ill he trave ll ing extenshely to \j sit ou r cu:;tonH"rs. By contr ihuting to the c]e\e!opment of promotional ideas you will ha\e the chance to max imi:;l' your "ales.
Sales experience is not es:;('ntial. Natural cnth u~ i ::ls m and total

commitment to success are morc import ant. D emons trat< the se and the n :w::lr<ls wi ll he high. A compe ti ti vc salary (accordin g to age anu expcr iencc:) will be supported by ben efits , includ ing a fully ex p ens e d car and s ubs idi sed accommodation. If this sounds like your kind of challenge, please write with full pe rsonal history to :

\Ve are now scek ing someone wi th the '!i e

qualiti{~ ~

t o sell

promotional packages to major tour operators. The role not only offen rl'sponsihility hut fr eedom as well.

Karl Kiiser, Jubilaeuf1Isfrasse 28. 3005 Bem, ~\vifzerlafld


Writi ng 2
The covering letter, fo rmal and informal language
9 The letters below do not contain any errors but the writers are very unlikely to be considered for a vacancy. Can you say why?

Vtttf'An#wny ~er. 1m ~fUr a hofJayjo1> aM. r StlW ycurad i, a newspaperaM. JImkJ as if if CQlJJt}. be good beawse !JaUrcompany 15 ueJ1j rM.cus. TdorlJ ha.ue a lot of epuience (in filet I haven't had a job befiore) but I've 9d lots of confidence and I aM
on preJty wdJ. wiM pMp/e in general. Tm baGi~ Ii-ee in JuJ!j but not Au,9ust (because I'm goin,91lU1lI.!j -/hen) but iJ: Wl!Uid be (ea./J.y a=J iF !jOU
(quId take me an because


lurlkr kF our telephone ~dW;n 0(

.In ~ with.!fdUr ediW>Ud MfHbd

25 ~er and 1M odrerlUemen.r wlticlt appeared Hz ;1&;:Jim.u 0/ 2*- ~r .HId., J luwe 1M ~ -fq enduse /urewilA a t:<lPif 0(my currrc.dum nku and w=Id ~ 1fC'< ,Ii; acqU4W; 1f~ with tIr contea. ~ .
d~ that J AhaJj ~ I~ with an. infertllew with a view.ld diJ~ "'tI appktt/Jidn -in Ffhe,. tidai.l, J ~ /() remain,

r nred the manl'f1l

H~ K> 9e( a rep'!3


tram you soon.

(Address) 10 You have decided to help Mary Roe rewrite her covering letter. Work with a partner and complete the revised letter on the right. Invent any details about Mary's background that you feel Mr Anthony Ma yer
Personnel Manager

wou ld be relevant.
11 You have decided to apply for one of the jobs advertised on page 15 (either the same one for which you prepared a CV or a different one). Write the covering letter to accompany your curriculum vitae. Work with a partner and compare your letters. Which creates the better impression and why?

Travel Unlimited Stansted Essex CM24 tRY Dear ......

In reply to the advertisement ...... (s tate where it appeared) I Would I"k , I e to appl y for th ( are applying for) . e ...... state what you As You will see from the enclo se relativel y Ih d ( V, although I am ...... ave successfully ( done). ...... state what you have I therefore feel I ...... (state what y


k' ou can offer the firm) . -WOr rng and reI' bl ra e and would very much like to gain gre t , a er work experience I ...... Interview Whenever .. . ... and ...... near future.

I believe I am hard

Mary Roe

Word families, remuneration 12 Match the words in the box with the definitions. salary

A Career in Tourism

Word stress 14 An emp loyer w ill probably want to take on someone w ho is: tip perks articu late numerate enthusiastic diplomatic Match the qualities above with these definitions: a is able to use information technology b thinks of other people's feelings c is discreet and t actful in delicate situations d shows a lot of enthusiasm and energy h 9 is precise, pays attention to detail feels conf ident about the future can speak fluently e is good with figures considerate computer-literate opti mistic accurate dynamic energetic

commission overtime fee


a the extra things, such as luncheon vouchers or free medical insu rance, over and above the basic pay
b a small sum given to rewa rd the services of people like waiters

or tax i drivers c money paid every month, but referred to as annual earnings paid to professional and managerial staff
d money paid to a professional person, e.g. a doctor or lawyer for advice given

e money paid to a manual worker, usually calculated hourly and paid weekly money added to pay. usually as a reward for good work 9 money that is paid for extra hours of work
h money earned as a proportion of the goods or services so ld by

15 Underline the stressed syllable in each quality. What are the stress rules for words endi ng in -ate and -ic? Read the words

an individual 13 Replace the dollar sign in these sentences with a word from the box. She left school without any qualifications then got a factory job, but th e $ we ren't very good. 2 Th e basic remu neration isn't high but she earns 15% $ on every tour she sells. 3 The salary is not exceptional but the $ include the use of a car and subsidised accom modation. 4 The consu ltants charged us a $ of 2,000 for an hour's w ork . S The starti ng $ is 35,000 per annum rising to 40,000 after two years. 6 We gave the guide a good $ because she made the visit so lnteresting. 7 The company paid each employee a 250 Christmas $ as profits had never been so high . S If they' work on a Sunday they get $ which is double their usual rate of pay.

o o

aloud. listen and check your pronunciation.

16 Using the suffix -able, describe someone w ho: you can co unt on is f rie ndly and likes mixing in society can start work at once corresponds to t he job profile

Where is the stress in each word? listen and check.

Speaking 2
Job interviews 17 Students A are interviewers; Students B are interviewees. GROUPA You are going to be interviewed for one of the jobs advertised on page 15 (your teacher wi ll tell you which one). Make a list of the qualities you th ink the successful candidate shou ld have. Then make a li st of your good points and be prepared to sell yourself at the in terview. Think of the questions the interviewers will ask you and questions you will want to ask the interviewers. 18 An interview panel from Group B will interview you and other candidates for that job.

19 Type,
word process or write your CV and show it to you r teacher.


in Tourism
Describing patterns of change in touri sm

Work with a partner. look at these pictures and say what kinds of traveller they show. Make a list of as many types of trave ller as you can.
Compare your list with those of other people in the class.

2 What do you think is the difference betwee n a traveller,

a visitor and a tourist? Write brief definitions of each

word an~ discuss them with your partner.

Listening 1
Definitions of tourism


Listen to part of an interview with Dr Alberto Garcia, who works for the World Touri sm Organisation. He is talking about how the WTO defines the words traveller. tourist and

visitor w hen producing statistics on international travel. As you listen. write the words th at are missing from the chart and. from definitions (a) - (j) in the box below. You w ill need

more than one word in some gaps.



1 Temporary immigrants 2 3 Nomads 4 5 M embers of th e armed forces

1 Leisure and recreation 2 3


6 Others

The World Tourism Organisations Classification of Tourism

Tourism comprises the activities of persons travellin g to and (a) ...... in places outside their (b) . for not more than (c) ...... co nsecutive (d) .. ... for (e) .. .. ,(f) ...... and other purposes. (g) .. involves residents of a g iven country travelling only within their own country. (h) ...... involves non-residents travelling in the given country. (i) .... involves residents of one country travell ing to another country.

Commonly confused words
_ Some words are very similar in meaning. and it is important to know exactly when, where and how you can use them. There are many ways of describing how we go from one place to another. Look at this entry from the Longman

Trends in Tourism

Adivator Language Didionary under the keyword heading of TRAVEl. Use the definitions to complete th ese sentences.

= If you' re visit ing Madrid. w hy not go on a day.

to Toledo?
:3 The ..... was delayed because of air traffic

congestion over Heathrow .


. on t he fe rry was very ro ug h.

- The t rain ... . fro m Mad ras to Bangalore was uncomfortable.

= The Titanic sank on its maiden .

; Why not hire a car an d go for a ... . in t he country?

There's a volleyball team on ...... and t hey want hotel accommodation.

The museum is a short bus .... .. from t he tou rist information office.

W hen recording vocabulary you can:

use similar word networks or word t rees. include grammatical inform ation, use phonet ic scri pt or you r ow n syst em. w rite a sample sentence to illu strate t he mean ing. make an accu rate t ranslation.

draw a picture.

Word families
5 Work in groups. Add as many words as possible to this network and create new branch es. Use a dictionary if necessary. Some words have been g iven to start you off.

12 hours etc) Ewn wlvn you get ttJ Vancouuu tMrt'S still a 90 mimdt flight liP to the islands. voyage j'Yll-ld31 a long journey In a boat or ship In CI Valerit did not likt long voyages becaUSf silt sUfftrtd/rom srosi.cknw. I Tht voyage from Europe WO-S 0 hazardr;w undtrtaking, with nmIJ)' sros ond strong winds. crossing "hosu) ~ 'kn:/ a short journey in a boat or ship which coes from oneside ofa sea,lake. or other area ofwaler lO the other side !n C) Tht/errycrossinlllt'G.S f/)ugh, but l/lCkily1ltm~ o/us uJue SM sick. I Wt boardtd ont o/tht tourist/erries/or tht croS!ing /0 Staftn Islalod, ho~ 0/ tht Stall~t 0/ Libert)'. drive jdralY/ a journey in a car III singular) Llttit was txptetfng Mr at seeM and tht dri~ acron tou:n would bt slO!1Jfr btreusro/lhrroin. i a 12 hour/lS min ute etc dr ive (;that takes 12 hours. 15 minutes elc) Tht six hDurdrilJt uas worth il (0 s~nd Ihe wtektnd u:ith him. ! go for a d rj \'e (;drh'e ~me\l'here. jusl for enjo),mcnl)AnyoTiti fancy gain, for a driL't~ ride /r.ud/ a short joumer in a vehicle such as a car, or on a bicycle or a horse rn C) He preferldtd to ~asltPJor fhtetUirt two hourruu. 1bike/ car/ hor se etc r ide On {he car ride back/rom tht ai,port lit fold hrr all aboIJt his trip. I go for a r ide ("'ride som<!wherejusl for enjoyment) If's a l,;iTy/aSl bike. IJa you want 10 go for a ride.1 tour jlUa r, a planned journey during which a politician. E'lltcrtainer, or sports team visil.s several different places, usually within a fixed period of lime In CI The Kine has II/f/Or 0 sixu.wk tour 0/ Australia and New 7.Iland. I We halle had a reque$l to indude liIoso as one o/f Mcit its t;i.sited on our lOur. I Planning has alrrody begun for nat )'tOrs rtq;by !Qur by the Fijians.



~ r--~~r--I . drive

/ .../

lexpedition H


Listening 2
6 listen to a song sung in 1963 by a British pop star called Cliff
Richard. Put th e lin e endings in t he right order.

Peter Hughes looks at how our horizons have expanded and the Ii/orld has shrunk since J 963

Line endings

holiday two

holiday two blue


holiday brightly wanted to

holiday you you


Match t he line endings with the lyrics. We' re all going ... ... sum mer .. No more working .. .. .. week or .. Fun ... ... laughter ...... summer .. No ..... worries .. .... me or .. .. .. .. week or We' re going .... .. su n sh ines. We're going ...... sea. We've seen ..... . the.

Now Jet's see.

...... su m mer ..

...... things they always . ...... going on a su mm er.

To make .. ... . come. ..... . me and. 7 Li sten again. Fill in the remaining gaps.

8 Work with a partner. Discuss the way holidays have changed during your lifetime. 9 Read th e articl e about the way tourist destinations have developed over the last three decades and answer these qu estions.

a What was the film Summer Holiday about?

b How mu ch did two weeks in Majorca cost in 1963? c How much did it cost to go to Australia? d W hat were package holidays like at that time?

e Why did package holidays have to last a long time?

Acco rding to the article, wh ich long-haul destinations have opened up since the 60s? 9 How has Australia become a to urist destination? h In w hat w ay has technology affected tourism? i How has politics affected tourism?

"We're all going 011 a summer holiday," sang a Brllish pop star, Cliff Richard, way back in 1963, but he and his musicians never thought 01 going fu rther than ex-Yugoslavia. Their adventure in Ihe Iilm Summer Holiday illvolved buying a london bus and driving Ihrough Europe. The few package holidays available were 10 places such as Ihe Costa Brava, Palma, Austr ia or Iialy. Holidaymakers Ilew in a pislon-engined aeroplane such as the Lockheed ConSlelialion and paid about forty guineas'for 15 days in Majorca. AI thai time package holidays were rarely shorter than Iwo weeks. This was because the government wou ldn't allow tour operators using charier fl ighls to sell a holiday for less than the price 01a relurn licket on a scheduled airline to the same place. As a result, the number 01 people able 10 alford a holiday abroad was limiled The expallsion 01 popular Iravel has been explosive. Around 250,000 people took a package holiday in 1963; in 1992 the ligure was 11 million. Increased prosperity, of course, has made this possible but th e biggesl influences have been polilics and technology. Take Auslralia. In 1963 you would have spent your life savings gelling Ihere. Now you can go 10 Sydney on a two-week package and stay at a four-star holellor a fraclion ollhat price . II was a mixture of polilics and technology that brought the Greal Barrier Reef alld Sydney harbour wllhin reach. For years Ihe nalional airlines had opposed any competilion from charters but, as the Australian economy decl ined and with the success of the bicenlellary celebrations, revenue from tourism seemed more and more allraclive. So the polilicians changed Iheir mind and charlers slarled up in 1988. The new techllology was in Ihe aircraft itself, the Boeing 767 two-eng ined jet wilh the range and economy 10 bring a whole calal ogue 01 long-haul destillations into the package holiday domain. Thailand, Illdia, Mexico, East Africa, Ihe Slates and the Caribbean all have Iheir place in the mass markel brochures Ihanks 10 Ihe new aircraft. Politics with an even bigger "P" have opened up paris of the world that lhe most adventurous would have been reluctant to visit Ih irly years ago, even if they had been allowed in. Now several international airlines lIy 10 Ho Chi Minh City, forme rly Saigon, and the tourisl call scramble through the Vietcong's secret network of lunnels which have beell specially widened for broad-bollomed westerners. China now welcomes tourisls who throng Ihe Forbidden City, cruise up the Yangtze, and marvel al lhe Terracolla Warriors at Xian. As for Easlern Europe, Ihe Russians .,antlourisls almosl more than there are lourists to go Ihere, and in Ihe Czech stale visilors stroll through the lairy-tale streets of Prague in their millions. In Ihese cities a complete legacy of archileclure has been handed down intact St Pelersburg wou ld still be recognisable 10 Peler Ihe Grea!; Prague is slill much as Mozart knew it Whatever else the communisls did, their neglect of ancienl buildings has proved 10 be an unexpected boon and has preserved Ihe beauly of enlire cily centres.
(adapted from an article in E:'(pressiollsj


A gui nea was worth 1.05.

e Trends in Tourism
Language Focus
The past simple and the present perfect simple

Here are some examples of the use of the past simple tense.
Around 250,000 people took a package holiday in 1963. In 1992 th e figure was 11 milli on.
Prague is still much as Mozart knew it. Here are some examples at the use of t he present perfect

c The present perfect can be used w ith:

ago, last year, in 1994. d The present perfect can be used to talk abo ut

past events whose effects are felt now.

e The present perfect can be used to refer to the future.

simple tense. The expansion of popu lar travel has been explosive. It has now also become possible to crui se up the Yangtze. When t hey 've built t he new airport, t hey 'll be able to

2 Complete the definitions of these tenses using the words

indefinite unspec ified definite current moment of speaking remote

Th e past simple ref ers to an event or stat e t hat is seen as . ..... or ..... in time. The present perfect is used to refer to events which are viewed as occurri ng at an ...... or ...... t ime in the past. The event is perceived as hav ing .. .... relevance and is con nected to the.

accommodate more passengers.

Decide if these statements are true or false.

a The past simple can be used to describe past

events or states.
b The past simple can be used w ith: so far, up until flOW, over the last few years.

Complete the passage below by putting the words in brackets into

either the past s imple or the present perfect simple tense.


Tourism to Spain goes back to t h e 1930s, but package tourism re a lly (take oJf) ...... in Spain during the late 1950s a nd 1960s. The post-war economic a nd population growth plus the increase in leisure time a nd dispos able income in Northern Europe (coincid e) .. " .. with Spain's policy to " welcome tourism , offering a reliable climate, beaches. a diffe r e nt culture and l ow pric e s. Th e favourable exchange rate and competitive cost o f living (be) ..... . additional incentives. Mass tourism (begin) .... . . towards the end of the 1970s but the familiarit y w ith Spain and fa lling standa rds (l ead) ...... to a poor image of th e count ry as a holiday des tin atio n . As a result, Spain (fa ce) ...... co mp e tition in th e la t e 1980s from other Mediterranean a nd long-h a ul destinations. At that time com petitive airfares across the Atlantic to Florida and the low cost of living in Am erica (mean) .. .... that m any people
(prefer) ...... to go to the States rather than holiday in the Ibe rian peninsula. Even so, in 1993 Spain (welcome) .. .... over 57 million visitors - 8 per cent of GNP - a nd (account for) ...... 24 per cent of all Britain's outbound tourism. The Spa nish tourism industry (make) .. .... many mistakes in the early years wi th the building of high ris e hot e ls and poor to w n planning. Ho wever. the situati o n is c h a n g ing. Over the last few years th e government (restrict) ...... building and is providing grants fo r organisations and t ra ining in th e tourist sector. In addition, it (impl e m ent) . .... . a n inves tment programm e to modernise pub li c s ervice fac ilitie s and infrastruc tu re and to protect the environment. And with th e h e lp of soft loans whic h the government (ma ke) available for r e furbishments . many h oteliers (improve) ...... the standa rd of accommodation provided in order to meet the new stricter guidelines.


Past verb forms with -ed
10 There are three different pronunciations of -ed in regular past

tense verbs.
Idl I! I

O nl y write the CONTENT wo rd s; om it others, especially grammatical wo rds:

+Re train 'ill/eave at 16.45.

lId I
You can also u se your own invented abbreviations. For example: The average noon temperature in Singapore is 31 0 C falling to 23 C at night all year round. Rain is frequent , often in the iorm of short downpours. Humidity is between 75 Jnd SO per cent.



How is the ending of each of these verbs pronounced?

organised continued


opened visited received delayed

checked traveJled asked lasted

developed stayed

Av. 12 p.m. temp. = 31 C

23 night. Pre'l' rain. Humid. 75-80%

Listen and check your pronunciation .

Speaking 1
11 Work in groups and di scuss these questions.
a What was your local area like fifty years ago? b Was it attractive to tourists? c W hat changes have there been since then?
+ 20"", vi5itcrs ~ HUf1..qary ia$t YMr. TIT..a1 ('.a. = 4im
(incl. approx. 23m on hoiiday) ----" profit $44Om

14 Look at the way this paragraph has been put into note form. Rewrite it in complete sentences,

d How have these changes affecled to urism?


pr~. yr.). Profit +bxau~

Writing 1
Taking notes in English
12 Work w ith a partner and discuss these questions. a When listenin g to a talk in your own language how do you

ij,'tho' r.o. tourist5


sr..ayed < rriqhts than


Listening 3
015 Listen
to Christopher Keoh talking about recent developments in Singapore. Take notes under t hese headings:

take notes?
b Do you w rite down everything t he speaker says? c How do you choose w hat to write down? d What advice w ould you give to someone about taking notes in English? 13 Here are a few tips to help you make notes. Use recognised abbreviations:



for example therefore go to /lead to




as soon as possible
less than/fewer than

< --- --

more than

Speaking 2
16 Work in groups of four. Within your group you will work in two teams of two people, Team A and Team B. You are going to give short talks on tourism development in two different countries. Team A look at the information on Ireland. Team B look at the information on Egypt on page 104.
Team A

Trends in Tourism

Read the Ireland fact file below.

Discuss tourism in Ireland. Decide what you will tell Team B. Make notes and plan your talk. When you are ready, give your talk.

Ireland fact file



Dublin .,

Kilkenny., Blomey

beginnings of tourism unknow n 1845: horse-d rawn coach service operating round Ireland (4,000 miles/day) (19: all visitors""- Britain 1895: 1st package tour ....- A merica 1920: 1st official tourism office 1941-45: food scarcity in the UK -..- US soldiers visit Ireland to eat better post 1945: plentiful food supply in Ireland -..- British visitors

Recent developments
real expansion over last 30 yrs govt. hel p promotion of special interest hols, e.g. golfing, hiking, fishin g special purpose English langu age holidays

The present situation

become 3rd largest export earner

employs 91 ,000

appeals to younger generation &

independe nt travellers appeals to Irish Ame ricans in search of

special attraction: the cultural holiday (Dublin, Blarn ey, Kilkenny)
visitors: 55 % . . - Britain



avo stay: holiday 11.1 days VFR 10.4 days

Writing 2
-7 Either write up a full description of one of the fact files, or research an area of your choice and
w rite an account of the development of tourism there.


People Go
between these places and your country?
between these places and GMT?

Describing the role of tourism in an economy Working with figures

Work in groups. Look at the pictures and answer these questions.

a Where are these places?

b How long would it take you to get to each place from w here yo u live? c How wou ld yo u get there : by air, road or ... ? d What is the time difference:

2 This article is about three French women who set off on holiday

and received an unpleasant surprise.

Read the article and answer these questions.

a What was their American dream? b Why is the article entitled "A Tale of Two Cities"? c Why weren't they suffering from time zone changes after eight hours' travel? d What was the "minor inconve nience"? e Who is they in "They simply had no idea"?

How did t he policeman finally manage to ex plain the situation to them? 9 W hy were they unw illing to take phone calls? Has anything ever gone wrong for you or for one of your friends on holiday? What happened?

A tale of two cities as intrepid trio lose out on American dream

he three French women had set out bound for adventure. The hotel was booked. They had their holiday cash. They we re looking forward to th e autumnal sce nes arou nd PortSmouth. New Hampshire. It didn 't seem that fa r away, the United States. Only eigh t hours on a fe rry fro m Le Havre. They had preferred to take the boat, rather rhan fl y. But even they were surprised at how little they we re suffering from the time 'lone changes. There was only a minor inconvenience, it seemed. They stepped into a taxi, asking for the She raton. Th ey had already booked for a three-day stay, and paid a $500 deposit. But th ose cabbies. T hey simply had no idea. Drive you about for hours. and still unable co find a luxury hotel as hig as the Sheraton. Th e police became involved when the cab bi e (urned in desperation to the Portsmouth co nstabulary. He was unable to trace the fa mous ho tel. U They were adamant they had booked into the Sheraton in Portsmouth, " PC David Crouch said. "They asked if t h ey we re in Portsmourh and I sa id 'Yes'.

Then they asked 'Is this Hampshire?' and I agreed. It was all a great mystery, so I asked jf they had a brochure from the hotd and they produced a pamp hl et. I spotted the word Portsmouth, then saw that it was in New Hampshire, USA. I pointed to the et and showed them Portsmouth, then ran my map on the lea A finge r down about half an inch and said 'Look! New Yo rk! ' I didn 't know if they were going to laugh or cry when, in broken English. they asked 'Are we in the wro ng COUntry?' Fortun ately, th ey saw the funny side and burst ouc laughing. I've been doing thi s job for 3 1 years and this is the first time 1 have co me across anyone who acc id entall y ca me to the wron g co untry fo r a holiday." The three wom en, two in their twemi es, one a iinie older, were raken to the (wo~ s t a r Arcade hotel in Portsmouth . Th ey plan to return ho m e this mornin g, accordi ng to the receptioni st, Sa ra de Bathe. Th ey were fighting shy of all telephone call s. Particularly long-di stance ones. (from TI"Guardian)

British and American usage
3 If the French women had managed to get to the USA, they would have heard people using American English words and expressions. Match the words in A and B which have the same meaning. Which words are British and which American?

Where People Go

Speech work 1


The schwa sound

In exercise 4 Penny says:

"I would've kind of liked to stay lon ger at a coup le of places."

I;) w;xi d kamd ; ia lk (~ ste l IOJpr dt d k" Pdi d pie lslzl

W hich sound occurs most frequently? Th is sound is the most common sound in English but it is spell in many different ways. Listen and write down the words you hear. Underline the letter that corresponds to the I ~ I sound in each wo rd. 7 Read the sentences and phrases below. Where are the I ~ I sounds? twenty per cent sooner or later for in stance not at all

autumn a check a cupboard an elevator a faucet fi rst floor a fortnight a restroom a retu rn
a si ngle


a closet
fall ground floor a lift a one-way ticket a round trip a tap a toilet

t here and back as soon as possible

Her itinerary was totally unacceptable. I' ve been given a brochure for Singapore. We went to Great Britain and managed to visit London, O xford, Stratford-on-Avon, and Yorkshire. I'd like to look at the figures for South-East Asia. I want to do an analysis of all the data to see if we're meeting our targets.

two weeks

Listening 1
Americans in Europe
Listen to an American family talking about their holiday in Europe and take notes on the comments they make about

each of these topics:


Listen and compare your pronunciation with that on the tape.



Language Focus
The definite article
Look at t he foll owing and put th em into log ical groups.

the Alps

the Himalayas Italy

the Gobi Desert the Nile

the Seychelles

Napoleon Coun t Dracula

the temples of Bangkok the Thames

Asia Austral ia
the beaches of Goa

Lake Michigan

the Pacific
the Parthenon

Lake Ontario Lenin's Mausoleum the Louvre Madame Tussaud's the Mayan ruins of Yucatan

Buenos Aires
the Czech Republic

the Mediterranean
the Sahara

the Uffizi
the United Kingdom the United States of America t he West Indies the Yangtze

Japan Geneva

St Basil's Cathed ral

2 look at the examples and write ru les fo r the use of the in each case.
Ru le 1: t he Uffizi, the Prado, the Victoria and Albert Rule 2: Rule 3: Rule 4: t he Nile, the Thames, t he Atlantic t he Seychelles, the West Indies, the Philippines t he Sahara, the Alps, the Rock ies

Rule 6:
Rule 7:

Innsbruck, SWitzerland, Europe

Napoleon, Count Dracula, Pri nce Charles

Rule 8: Lake Ontario, Everest, Lake Garda Rule 9: the beaches of Goa, the Tower of London, the Mayan ruins of Yucatan
Rule 10: Madame Tussaud's, St Basil's Cathedral,
\...e\\\~ ~ N\G.\l~~\e\lm

Rule 5: the Czech Republic, the USA, the UK

Th e wo rd the has been deleted from thi s article. Put it back whenever necessary. The fi rst paragraph has been done for you.

London is more dangerous than going abroad, while in Scotland this rises to 80 per cent. These findings come despite a number of tourist killings

eventy pef cent of Britons believe visiting

bookings are also down to Disneyland near Paris.

British fear of London is not shared by nine million foreigners who visited capital last year - London's attractions, such as Changing of Guard being main reaso n why Britain was world's si xth tourist

in Florida, Egypt and elsewhere in Africa, according to Lunn Poly, the travel firm which polled a random sample of 1,030 adults about their holiday intentions. T rips to Florida from Britain fen by 20 pcr
cent last summer and nearly half of people who

destination. At least 25 per cent of British families

are expected to holiday abroad next year, and a record nine million are forecast to book a foreign

package holiday. It looks as if b igges t beneficiary wi ll be cheapest country, Spain, where bookings are up by 50 per cent - not least because peseta has [allen faster than pound.

were polled said they would not go there next year. That is bad news for Disney World in Orlando, top
American attraction for British tourists, and

Other uses of

Where People Go

d W hen a noun or adjective is used to create a category: The Russians w ant as many tourists as possible. The dollar is wanted everywhe re. e When the noun referred to has been previously mentioned: She bought a map and a guidebook but took the map back. It w asn't detailed enou gh .

a We use the in superlative expressions: The biggest inf luences on tourism have been politics and technology. b When the identity of the thing referred to is clear

from the context:

I' ll meet you in the lobby. (It is obvious wh ich lobby.) c When the identity is made clear by a follow ing

The pri ce (that ) you gave me was w ron g .

Other omissions of

c Before nouns used in a general sense:
Ask here for information. Tourism earns foreign currency.

a Before nationalities, when referring to an individual: She's British but her husband is Greek. b When referring to an ability to speak a language: He's very gifted at languages. He can speak
Fren ch, Ru ss ian, German, Spanish and A rabic.

Speaking 1
9 Work in two groups. Group A look at the grid below, Group B look at the grid on page 105.

Discuss what should go in the gaps. Then work with a partner from Group B to check your answers.






Bra z il

Bra s ilia Cze c h Cro w n


Arabic Greek Drachma Forint Rome Italian


Hun ga r y

J apan Kenya Kuala Lumpur Madrid Swi tze rland Tuni s ia Turke y Kiev Ukr a ini an Tunis S\va hili. En g li sh Bahasa Malay, Chinese, English

Swi ss Franc


lO in many cases the nationality is the same word as the language (French - French); but sometimes they are different (British - English). Do you know any others that are different?


Listening 2

01 1 listen and write down the figures that you hear.

Working with figures
a We say 9 mi//ion (NOT '9 millions). We say 9 million foreigners (NOT 9 million of ... ) BUT we say millions of foreigners, thousands of tourists, etc.
b For figures over 100, British En glish uses and between the hundreds and the tens: 257 two hundred and fifty-seven USA: two hundred fifty-seven 983 nine hundred and eighty-three USA: nine hundred eighty-three 1,000 a thousand or one thousand We use and when there are no hundreds: 1,030 onela thousand and thirty; but we say one thousand before a number of hundreds: 1, 548 one thousand five hundred and forty-eight (NOT 'one thousand and five hundred .. )

c If we use a decimal we say point. Each figure is said separately: 0.35 0.5 UKI USA zero point three five zero point five UK nought point three five nought point five
d Fraction s are expressed using ordinal numbers:

8.75 eight point seven five eight point seven five

a third 1/3

a quarter 1/4

a half 1/2

two fifths 2/5

three quarters 3/ 4

e Note these mathematical term s: 18x34=612 2773 = 9 27 = 9

eighteen multiplied by/ times thirty-four equals/makes/ is six hundred and twelve twenty-seven divided by three is nine

Many figures are pronoun ced individually: A Boeing 757 seven five seven Flight 8A 818 eight one eight Your reference number is 995. nine nine five My room number is 631. six three one My telephone number is 205478. two oh five fou r seven eight g From, to , and by are used to indicate changes in figures: Th e price has risen by 5%, from $100 to $105. h W hen speaking about money we say the currency unit after the fi gure: 55 fifty-five pounds ($800 eight hundred Canadian dollars

Speaking 2

12 Read these calculations aloud.

5 coaches

1,550 eac h =

cost of coach hire = 500 I>reakeven =:30 PAX

r etal no. of visitors to Singapore


7,750 with 10% discount 7,750 775

500 = 16.66 a head


2/5 were holidaymakers = 2,560,000

1/6 were on ~usiness = 1 ,066,666


Describing tables and pie charts 13 Work with a partner. Student A look at the statistics in the

Where People Go


exercises below. Student B look at page 105.

STUDENT A Ask your partner for the information which is missing from

the table and answer hi s/ her question s.


14 Write a questionnaire and, if possible, interview some foreign visitors to your town or city. Not everybody speaks English of course, but you should be able to find some people who can. It is probably best to do this outside a local tourist attraction. Ask the visitors about: the places th ey have visited.



PlACE The Pompidoll



the reasons for their travel.

t he type of transport used. w here t hey are staying and for how long.



w hat special purchases they have made.

The British Museum

3.8 m

Compare your findings with those of other members of your class and write up the findings of your survey using charts and statistics where appropriate.
15 You work for the market research department of the UK tourist board. You have been asked to write a short report on the nature and value of tourism to the UK. Use the information from Speaking 2.



Present the figures in this pie chart to your partner. Then

li sten to your partner talking about tourist spending in the UK and complete the information on the pie chart opposite.
L2,iOOm in



2 6,659

by ov.:cr5n.S

1 8,553


yisiw rs to UK carri<:rs

9,003 m by UK rcsiJc:nu on day crips

f lO,665m by UK raidenu saying ove rnight

D.89 1m

by OVCJlQ$ visitors in fhl' UK


Vocabulary 1
Two - part verbs 4 The verbs in the box are often used when making telephone calls. Use them to fill in the gaps. hold o n cut off hang up get through put someone through ring up

Taking and making holiday bookings

The alphabet

How are these letters pronounced?

A E 0 U

Make sure you know how to say the English alphabet. 2 Work with a partner. Student A look at the card below. Student B look at the one on page 106. STUDENT A

get back (to someone) a Sorry, I don't know w hat happened. We got .. b I'll ...... you ...... to her extension. c The line is constantly busy - I never seem to be able to .. d Could you ...... a minute and I' ll see if she's in her office. e Would you ...... Sky Air and ask if t hey have any seats on th is Saturday's flight to Delhi? f I'll make some enquiries and ...... to you by eleven. 9 Don't ...... yet; t he call may be diverted to another number.

Tell your partner your name, address and phone number (on
the business card), and write down your partner's name,
address and phone number.


SAlT AM ...

5 What would you say in these situations?

a Someone phones but the call is for a coll eague w ho works on t he second floor. b The lin e went dead. Th e person yo u were speakin g to rings back. c You're on the phone but need to get a file from the office


181 1486236234

next door.


d You're on the phone but haven't got all the information to Listen and check your pronunciation. hand. You need about an hour to get it t ogether.

e The number is constantly engaged.

You want someone else to call Global Tours for you.

Talking on the phone Here are a number of expressions that you m ay find useful when maki ng a phone call: May I speak to/with ... I 'm afraid she's not answering her phone. I'm sorry, there's no reply. Can I take a message? Shall I get him/her to call you back? M rs X will get back to you. Hold on a moment, please.

,'m returning youreal/.

Sorry, could you r epeat that? I'm afraid he/she's not in at the

1'1/ iust put you on hold. I'm sorry, you 've got the wrong

Sorry to keep you waiting.


Language Focus
Asking questions In formal situations it is more polite to ask questions indirectly, especially at the beginning of a conversation. For example, when asking a customer for inform ation, it can be better to use an indirect form such as Could you tell me when you were born? rather than When were you born? Look at the questions below. What do you notice about the way indirect questions are formed? 3 Study the way these tag questions are made. A visa is compulsory, isn't it?

Travel Agents

You're not leav ing until next month, are you? Th ey havent confirmed the booking yet. have they?

You won 't forget to fax me the details, will you?

Tanya, pass me the brochure, will you? Let"s have a look at the schedule. shall we? You had a single room last

Direct questions
How far is it?
How much does it cost?

Indired questions
Can you tell me how far


didn't you?

What are the rules for the formation of tag questions? Why do we use tag questions? What is their function in the

it is?
Cou ld you tell me how

4 Sometimes a question doesn't really function as a question.
For example: Why don't you try a holiday in Scandin avia?

much it costs?
How long does the journey take? Do you know how long the journey takes?

2 Which of these is correct? How would you reply?

Would you mind spell ing that for me? Do you mind if I sit here? Would you mind to spell that for me? Do you mind if I'm sitting here?

Lets have a look at the schedu le. shall we?

How would you categorise the following?

Shall I look after the paperwork for you? Would you like me to make the visa arrangements? Would you care for a cup of coffee?


The following questions have been jumbled. Put them in the right order. For example: a b c d e

spell you cou ld me for Linares? Cou ld you spe ll Linares for me?

9 h

details if the yo u r mind do check ? sharing mind twin you a would bedroom ? me you is can what tell fax your number ? for I necessary shall t he make arrangements you ? you in mind filling wo uld this form me for ? want many you how could you me tell to with go you like would to me hold put you on ? you won 't sharing be t win a bedded room you wi ll reqUirements yo ur entry draw the r may attention to again on they are aren't strike the traffic controllers

people ? ? (2 answers) ? air ?

Speaking 1
Telephone skills

if \he (hqr~Sth'<t


Speaking 2
..f: _____ ..;>

6 DISCUSS with your partner:


'.f InNiIh.

8 Work with a partner. Student A look at the text


below; Student B look at page 106.

a The Impression you wo uld like clients to have of b The Impression they should receive of your firm c How you can give this Im pression over the telephone

YOU. ~~ " , I\




\~ ~
'--. "'-I

\~ ,

STUDENT A You work on the switchboard of Skyw ays Holidays. Take the telephone call. No one is

0 7 Listen to six telephone calls and answer these questions.

a W ho made a good impression and why? b Who didn't make a good impression? Why not?
Think of an adjective to describe each speaker.

Listening 1


ct:~~~~! 4.:7.>


available in the sales department at present. Offer to take the name and telephone number so that the caller can be contacted. 2 Yo u work in the sales department of Skways Holidays. Return Ms Penelope McBain's cal l. Find out what she reqUires and take down the relevant details.


Intonation in questions


Li sten. You will hear the same question twice, with different intonation. Which sounds friendlier? Why? If your voi ce is flat and has little expression in it, you may sound bored and uninterested. This often provokes a negative response in the listener. $0, w hen you want to ask a' question beginning w ith a verb raise your pitch on the last stressed word. This helps to make you sound more polite and interested .

10 Read these questions aloud. Th en listen and compare your intonation with that on the tape.
a b c d e Can I help you at all? Would you mind spelling that for me? Can you te ll me you r number at work? Sorry , cou ld yo u repeat that for me? Could you please give me your passport number?
f Do you have any idea how long it takes? 9 Could you tell me w hat the price includes? h Can I get back in touch with yo u later? Can you tell me w hen you wish to return ? Do you mind if I ask you how old you are?

Intonation in tag questions

11 Tag questions can be said in two ways. Th e intonation either rises or fall s: a She isn't goin g, is she? You haven't paid yet, have you?

b She isn't going, is she? You haven't paid yet, have yo u?

If we use falling intonation (as in a) we are looking for confirmation or agreement. If our voice ri ses (as in b) then we don't know the answer and we want to know. Listen. Which are real questions, which are requests for confirmation ? 12 Work with a partner and complete th is conversation.
A G ood morning. (a) ...... some help or are you just (b) ...... ?

B Good morning. W ell , I was co nsidering taking a short skiing trip.

You don't happen to have any bargain packages, (c) ...... ? A Ah well. As it so happens, yes. But could you first give me som e idea of where and when (d ) ...... ?

B No, that's fine. Vm, my partner prefers Switzerland so I guess I'll take that one. Er, could (h) ...... airport (i) ...... ? A Yes, Gatwick.

B And the plane comes back to Gatwick, A That's right.

(j) ...... ?

B Anytime between now and mid-March really, but the sooner the better. A W ould (e) ...... ski in E urope or America? B I was thinking of Switzerland or Austria but it's more a question of

B Fine. A Right, well, let me take a few particulars. Could

you (k) ...... name (I) BYes, Bogd;tn Kom inowski.

cost and good skiing. Could you suggest where (f) ...... good
intermed iate to advanced ski runs? A Mm, well ... We have a seven-night self-catering deal to Verbier in Switzerl and and that's 259, and one to Alpach in Austria for 169. Both leave this Sarurday. That's not too short notice, (g) ...... ?

A Urn ... yes... ,er, would you mind spelling that for me?

13 Li st en and co mpare your answers. Th en act out the conversation.

o Travel Agents
cfttT 0 URI S T

MrI Mrs I
Ms I Miss

Fi rst na me

Su rname


Tel. No.

Nuional iry

Insu.rance Li _ is co mpu Isory on an I ntourist Travel mnea holiday.

D<posirof IOO per f.a fe-paymg . passenger or full

payment when navel is within 8 weeks. i nsurance premium

We :usume you reqUire ' . our I nsurance UN LESS '

you h ave made alterm.u \'e arran gemen ts for greater or com parable cover.


V isa per person D eposit per person

_-- _ -_- - -

1fpaJm~nt js mode by credit card. II,eeTed I Itcnr,d CNlrgt! foml mWf be completed.

A visa is compulso 1'). ' Th C visa . charge will aucom:uically be added to the invoice

ease III in thc standard application form.

I wa rra nt that I am auth ortsed to m ake this booki I ha\'e read an d agrc:c to abide by the booki ng.
co n m ons and orher information St:t our in the brochure rclevam

d" .


my holiday.


Reading 1
Booki ng fo rms 14 Look ~t the booking form for holidays in Russia and say
whether these statements are true or false.

o ' Listening 2

5 Listen to someone make a holiday booking over the telephone.

Note the details of the traveilers, their trip and payments.

After you have listened work out the sum of money the caller will write on the cheque.

a The customer has to purchase an Intourist travel insurance policy. b Clie nts do not need a visa. c If you make a reservation for fo ur people ten weeks before departure, you have to make a de posit of 400. d Deposits cannot be made by credit card. e Full payment is due two months before departure.

Speaking 3
16 Work with a partner. Take turns to be Student A and Student
B. Student A works for a travel agency taking bookings. Student B wants to go on holiday (choose a destination). Act out the beginning of the conversation. Student A should note down information about:

_ the holiday _ the dates

the customer' s name.


Reading 2
17 Read the extract from a travel agency training manual.

Then copy and complete the flow chart.

ONCE THE client h as signed the booking form. you must collect

Ask Ihe clicnllO sign the

the approp riate deposit payment. If the dient pays in cash or by cheque, yOll should issue a receipt according to office procedure and then forward this payment to the tour operator concerned. However , if the client pays with a credit card, you should make sure he or she has completed and signed the credit card
section on the booking form. You may find also that from time to lime th e operator m.1Y want the client to sign a Standard Sales Voucher instead. Of course, it is important for the client to lake out insurance. If the tour operator's insurance is chosen. make sure the booking form is correct ly completed and then add the premium to the deposit. Should the client decide on an alternative insurance policy or perhaps no insurance at all (not to be advised). make sure this is properly noted on the booki ng form. Remf'mbf'r that if yo u sell our own group's travel insurance, you can earn up to 45 per cent commission. Once the booking form has been signed. it should be sent to the tour operator immediately . If the opt ion expiry date is coming up soon, it is best to telephone and make arrangements to extend the option so as to a void any risk of the booking arriving too late. When the tour operato r receives the booking form, all the derails such as f1ighr reservations or hotel rooms will be confirmed. [t is a good idea to note the date by which you should get the confirmation or the invoice back - usually two to three weeks after the booking. It is also a good idea to make a note of the dale by which the client must make fu ll payment (usually about six 10 ten weeks before departure). When confirmation is received you should check the details to make su re they are the same as those in your file and on the photocopy of the booking form. Finally. the confirmation shou ld be sent to your client. highlighting the latest date for payment. adapted from American Express Training ManUllI

Collect Ihe

2, If Ihe dient pa)'li in ca.~h Of by

2b If the clien! pa'),S by credit can!,


lhcque. you

hl!fshe should



Dt-ill wilh insur::mce

], If the TO in~urance is chosen,

3b If the ciiC'nt takes OUI hislhct





Scnd off booking form 10 TO for confirm:J.tion .


If'he expiry date is imminent lhen.

<b Make a nott: oflhe dalc when


you should relci\"e




Make u nOle o f when the client should

When eonfimlll.lion is recei,cJ

Vocabulary 2
18 The extract on the right also comes from the trave l agency training manuaJ and completes the description of the booking procedure. Fill in the gaps with words from the box. settle

ABOUT EIGHT WEEKS before the client is due to travel, full payment for the holiday must be collected. Make sure YOU check each booking form ro see exactly when payment is
(a). . and make a note all your (b)

. If [he client cancels after the (c) ...... date for final

payment. hefty cancellation charges apply. You must safeguard yourself against Cd) ...... for


these charges by ensuring you are holding iull payment before the date thai ca ncella tion charges (e) ...... into force.
As far as tour operators Me concerned. lale bookings are bookings made after the date

liability departure confirm

when fu ll payment weeks before (f) .


expected. So usually a late booking is one made less than eight


Since cancellation charges would apply immediately in this case. it is essential that you should collect full payment at the lime of booking. If tbe client is unable to pay at once, take out a{n) (g) ...... on the holiday and (h) ...... it when they return to pay by an agreed date. at which time the client must (i) ...... in full . When payment has been finalised you are then ready to (j) ..... . the travel documents.

Writing 1
19 Write a check li st of pOints for new ly-trained staff to remember when making a booki ng.

Travel Agents

Speaking 4
20 Making a holiday booking by telephone
Work w ith a partn er. Take turns to make and take a telephone booki ng for a holiday. Before you begin, list the sort of information you will need in order to fill in a holiday booking form. Student A look at the information below. Student B look at page 107.

You want to go on holiday to Cefalu in Sicily. Ring up to make a booking and check the details.

Cefalu. Sicily




ihings to see and do?

Accommodation? Insurance?

Credit Card

4773 0978 6337 2451

E xpiry date:


~ 0171 . . lOCO



You will receive a phone call from a client interested in a tour called "Venice and the Verona Opera", Reply to his/ her enq uiries and take dow n the details. Charge the full amount of the ho liday to hi s/ h er credit card .

Venice and the Verona Opera

15 July 25 August: 7 days

Performances of La Boheme, Norma, NabuccQ, Aida and Ofello to choose from (tickets for two

performances in the second sector of the Arena in Verona). Plus a full tour of Venice and the Venetian villas of the 8renta River and a stay in Venice.

Price: from 795. Insurance 18.

Includes flight from LGW, three nights' HB accommodation in Verona at the Hotel Borghetti in ensuite rooms. Three nights' bed and breakfast in Venice at the Grand Hotel Principe on the Grand Canal. Waterbuses to St. Mark"s Square depart from the main station just a few metres away. All transfers between the hotels and the airports, plus the services of local hosts and guides.

Writing 2
21 Write a letter of confirmation to J. Wilkes. enclosing the tickets

and the detail s of the holiday in Ven ice and Verona.


Scenario 1
Advising a Client
Giving information a nd advice on specific ho liday destinati ons
Work in two groups. Group A look at the text below. Group 8 look at page 108. GROUP A Activity You wo rk on behalf of the social comm ittee of a large car manufacturer. The chai rman of this com mittee' has asked you to give him some information about skiing in the USA. Approximately forty adults are th inking of going, plus twentyeigh t children. The chairman himself will be going with hi s wife and four children aged 5, 8, 12 and 14. They all realise that skiing in the States is a bit pricey but they are looking for value for money. Yo u have recently received advance inform ation about a package. You think it's called the Sheraton Colorado but can't be sure. Ring up the agent at Dream Holidays In c. and find out about the hotel and the resort. In particular, you want to find out about: THE HOTEL/PACKAGE the precise location its size hotel amenities facilities rates and discounts cuisine THE RESORT transport to and from the resort skiing and equipment hire eating out shopping climate

You are trainee tou r operator sales staff for Paradise Holidays pic. Today you are attending a train ing session. You are learning about the ameniti es and facilities at a new resort . Work with a partner from your group. Read the brochure extracts about Goa on page 37 and follow the instructions below. Answer these questions .

a Where is the resort? b How long is each holiday? c At what time of year can you go?
2 Note the important facts about the resort and the hotel under these headings. THE RESORT location

THE HOTEL facilities cuisine rates discounts

amenities climate transport activities souvenirs

It is important to find out whether the children will be catered for as well as the adults in the party. Activity 4 Work with other people from your group. You have now gone back to your consultancy oHices. Were yo u impressed by Dream Holiday's description of the package? On the basis of what you have heard , wi ll you want to recommend this Ame ri can hotel and the resort? Discuss your recommendation s with your col leagues. What

3 Discuss these question s.

a Which are the most popular weeks? b What type of client is attracted to this type of holiday? Activity 2 Work with someone from Group B. He/She is a travel consultant. You are at your desk at Paradise Holidays pic. A travel consultant contacts you by phone. Use your notes to answer the caller's enquiries. Activity 3 Now change roles. but keep your partner from Activity 2. You are an independent travel consultant. Your partner works for Dream Holidays Inc.

will you want to tell your client?

Activity 5 Write to your client to give your opinion of the hotel and the resort.

Scenari o 1, Advising a Cl ient

Sinquerim Beach
Relax on Goa' s golden beaches or swim in the luxuriant sea under the protection of Aguada Fort, built by the Portuguese to guard agains t intruders. Visit the unspoi lt ecosystems of the Western Ghab and the habitat of the King Cobra. But no journey to Goa is complete without viewing the treasures of the ancient Hindu city of Goa which now lies in ruins. Nor should the Portugue...e old city with its fine

churches and temples. in particular the sixteenth-cen tury

BasJlica of Born Jesus a nd the Sc Cathedral be missed . Finally, you' ll love shoppi ng in the colourful markets where vendo rs in traditional costume sell everything fro m fabrics. jewelle ry and spices to a variety of souvenirs.

The Garden of Eden Hotel * * * *

Set in lu::.h tropical gardens leading on to the beach thi s modem hotel offer.; a good standard of accommodation in the main building Of in garden cottages. All rooms are en s uite, with airconditioning, patio or balcony, T V, telephone and mini-har. Regular entertainment includes beach barbecues, folk dances and live music.

Hotel Amenities
2 swim ming pools coffee shop. shopping arcade 2 resta urants: traditional Hindi and Portuguese Indian

On the beach
wOll er-skiing

2 garden


paragliding c ruises can be arran ged

Holiday c ode IND 309

Room type
h~'inJsho ",'er

or bath/patio

Clr halrollY

health spa beauty parlour


bed & IU'HkfllSt

evening entertai nment
No. of nighb from 01 Nov to 17 Dec


Scheduled from Gatwick to Dabo] im. Transfer to hotel approximafely 50 mins.

from 18 Dec to 23 Jan

45' 54'



from 24 Jan 1 0 02 Mar

from 0) M ar 10 24l\lar

82l 5 16

Courtesy buses to the cit ies of Old Goa and Panaji.

612 '56

from 25


1 0 05 Apr

Value Plus
SINGLE SAVERS FREE UPGRADE CHILD REDUCTIONS No supplements For honeymooners 100.00

from 06 Apr

JO Apr

Month N(lv IX< Temperature n ours of sunshine

33'<: 33"C 3 1' C 32"<':




, , , I ,.


a b c d


Planning and negotiating holiday packages Writing letters of confirmation and reports

Work in groups and discuss these questions. What do you think a foreign tour operator wants from a hotelier? What do you think a local hotelier wants from a foreign tour operator? Who is in a better position to negotiate? What problems do you think there might be?

2 Work with a partner. Student A read the text below. Student B read the text on page 110.

Before you read the article below, check you know the words in the box. Use a dictionary if necessary.
to feature (in a brochure) to bluff to brief a hike (prices) to barter (room) allocation an upgrade

to bargain
a shortfall

Read" Hotel Contracting" and answer these questions.

a Who is Gary David? b What does his job involve? c In his opinion, how cooperative are the hoteliers he has been working with? Tell your partner about Gary's job. Make notes before you begin.

Hotel contracting is one of the most cruci al activities of' any holiday company's business - it is also one of the most demanding with an cndless round of reso rts and hotels and the inev itable negotiations of next season 's rates. "'We need hoteliers as much as they need us,n said Cadogan Travcl 's tour operations general manager Gary David , who has made thirty-four visits to nine destinations featured in the winter brochure. "'But they play gam es; there's a lot of bluffing going on." He claims this year to have toured 170 hotel and selfcateri ng properti~s, vi ewed 500 bedrooms and visited sixty-five handling agents. This is in addition to briefing couriers, inspecting hotel notice-boards to make sure material is well displaycd (it often isn't), visiting the tourist offices for each destination and dealing with forty airlines that serve the r esorts. "There are all sorts of polities," said Mr David. "1t is a question of attitude as well because some hoteliers like bigger operators while others do not." At Gibraltar's Rock Hotel. the manager agreed to contributions for advertising and brochures, whereas in Tangier, the Rif Hotel manager refused to move from his 20 per cent hike in rates. HO\vever, bartering for room rates is only one aspect of Gary David 's work. Others cover increases in room allocations, upgrad es, added extras such as '\-vinc, fruit or flowers, afternoon tea, improved child reductions, longstay deals and contributions toward s advertising, which arc all used to improve the o\'era ll deal. Another way of getting a better deal from hoteliers is to introduce a new section to the brochure which promotes a top hotel in each resort, and use this as a bargaining tool, or g ive out awards to tempt them to give better discounts. "In Gibraltar I' ve had to drop two hotel s beCause of poor standards so I\-e got a shortfall in capacity. I'vp got now to push for increased room allocation, but I'm dealing with hoteliers who don't need me because most cater for n business tramc. (adapted from Tra,"el Trade Gazelle)

o Tour Operators
3 Work with a partner. Choose five new words from the text you read. Explain their meanings to your partner. W hen you read a text in English you may notice that some of the vocabu lary can be grouped around a topic. For example, in t he two texts, there are many words w hich can be grouped around the t opic of money.

Writing 1
4 Work with a partner. You are research assistants for a tour operator called Exotic Dest inations. Write a report on the relationship between your management and resort hoteliers. Use the two articles "Hotel Contracting" and "When the welcome is frosty", your own id eas and the headings below as th e basis for your report.

TERMS OF REFERENCE At the request of the MD, to carry out a survey on the relat ionship between our management and resort hoteliers.

Most short formal reports have a format similar to this: Title page or heading - this should be clear but short.

A questionnaire w as designed in consultation wi th senior marketing staff. Our hoteliers and our Tour Operations Department w ere approached and asked to complete the questionnaire. The findings were analysed .

Terms of reference/Objective - this states w hy the report is being w ritten. Procedure - the method used to co ll ect information. Findin gs - w hat was discovered. Conclusion s and recommendations - a sum mary of you r report and suggestionsfor the fut ure. After drafting yo ur report, check it:

3. 1

Tour Opera.tions outlined the following difficulties;


Hoteliers tended to focus mainly on money and methods of payment.


Name: Research Assistant

Does it have dear headings and a numbering system? Is all the information relevant and necessary? Is it logically organised? Is the language in the right style for the intended readership? Is it easy to read? Is the English correct?


listen to part of a meeting between Maria Rodrigues, the MD of Exotic Destinations, and members of the Planning Committee. They are discussing a new package t our to Cuba. Then

answer th ese questions

a W hy are Exotic Destinations interested in startin g a package to Cuba? b W hy do th ey think they w ill be competitive? c W hat load factor w ill they be working on? d W hat kind of overheads are mentioned? e W hat are they going to charge for a two -week package? How wi ll they compensate for thei r low profit margin? 9 W hat is t he difference between their rates and those of their competitors? Il Why does Richard wa nt the f inal package prices?


Speech work

"Well, (a) ...... us their seat rates and (b) ..... . a discount by taking a time slot
(c) ..... been able to fill. So (d) ...... 270 seats at approximately 250 each

Contractions 6 listen to David talking at the meeting. What words are missing from the gaps?
(There is more than one word in each gap.)

for twenty-five weeks in rotation. And (e) .. .... by the marketing people (I) ..... . probably be working on load factors of about 80 per cent - so we should be doing OK.

7 Decide if contractions are possible in these sentences. Then listen and check your answers.

a W hat wil l it be like?

b She has been working there fo r six months .

I have had to drop two hotels. 9 She was in Majorca last week.
h You should not have told them our profit margin. She cannot have fin ished by now. Pass me th e ashtray, will yo u?

c She has to do a really difficult job. d There is a lot of bluffing going on.
e Th ere are all sorts of po litics involved.

8 Read the phone conversation that took pl ace the following day between Maria and Sim on, the Assi stant Managing Director. Underline all the auxiliary verbs, the forms of be and have, and the negatives. Decide if they cou ld be contracted. Practise the dialogue with a partner. Simon Hello, Maria. I am sorry I cou ld not make the meeting. I sho uld have been there but my plane was delayed and you know w hat it is like getting back from th e ai rport. Th ere are never any taxis when yo u need them. Anyw ay, w hat was it like? Maria Well, my secretary has typed up the minutes and you should have got a copy on your desk. Can you see it? No. She mu st have forgotten then. Anyway, I will f il! you in w ith w hat we discussed. Urn, yo u know, do not you, that I have negotiated a site at Guardalavaca. Well , we have now been ab le to squeeze some very competitive rates from the hoteliers. Simon Maria Good ! And did you discuss how much we are charging the punters? 550 for two weeks.

Sim on Maria


Yo u cannot go as low as that'

We can!
J mean we have to otherwise the competitio n will take away ou r custom. It is ve ry tight but w e have got no alternative !


I see what you mean but I think w e had better t hink agai n. I w ish I had been there because I reall y do not agree that th e price is right.

Listen and compare yo ur pronunciation w ith that on the tape.

o Tour Operators
Language Focus
The passive
Read these groups of sentences and decide which are in the active and which are in the passive. a We've been approached by Sky Ai r. b Sky Air has approached us. c I'm told by the marketing people that we' ll probably be work ing on load factors of about 80 per cent . d The marketing people tell me th at we wi ll probably be workin g on load factors of about 80 per cent. e The broch ures should be sent to the travel agents in Odober. They should send the broch ures to the travel agents in October. 9 All expenses must be au thorised in advance. h You must get authorisation for aU expenses in advance. j The managing director was given the information. Th e information was give n to the managing director.

k He gave the managing director th e information.

It was stipulated that the agreement would allow for increases in the cost of aviation fuel. m Sky Air stipulated that the agreement would allow for increases in the cost of aviation fuel. n It is said that an influx of to urists will destroy the plan t life. o Environmentalists say that an influx of tourists will destroy the plant life.

p She was paid $2,000.

q Th e tour operators paid her $2,000.

2 Answer these questions. a When do we use the passive rather than the active voice? b How is it formed? 3 Match the following statements about the passive to th e examples in 1 above. a b c d Sometimes it is appropriate to say who carried out the action . Modal forms can be used. Ve rbs with two objects can be made passive in two ways. Passive constructions beginning with it are used to ma~e a statement more formal or impersonal.

Complete this letter to Mrs Marinelli by expanding the followi ng notes. Dear Mrs Marinelli, This is to confinm our recent discussions, At the meeting / hold /25 January / it / agree that:
1 500 rooms with sea view / make available / Grand Canyon hotel/3D March - 25 November / weekly basis, 2 We, Global TOUr5, / require / infonm the hotelier / 4 weeks advance / if we wish our allocation I cancel, The account

settle I 1 month after close / of the holiday period i.e. by or before 25 December.
3 All payments/ make I U5$. The ratesforthisyear lfix/ advance 1$1 = 1650 lire,

4 It bring I attention / tour infonmation I nat display / last year. Therefore suitable space I must provide I for our company leaflets and notices I display,
We trust we are in ~reement on all these points. I remain I disposal I raise I further points.

It has al50 come notice / your copy of the contract / never ratum. I I grateful I complete I without delay / return to our Head Office. It note I this aereement I valid /2 year5./6 months' notice I require in writing I in order it I tenminate.
Yours sincerely,


Putting Together a Package
9 Work in groups. Look at the following steps in planning a new tour programme, and put them into a logical order. Add any stages which you feel are missing.

Resort representatives are recruited and trained. Exchange rates and a selling price are fixed.
The final destination is chosen. Economic factors are investigated; patterns of demand are identified.

Bulk hotel accommodation and airline seat rates are


The brochure is printed.

The first holidaymakers arrive.

New potential sites are compared.

A trial costing is drawn up.

The brochure is designed.

Are there any stages that could be done at the same time? How long do you
think the whole process takes? At what stage are Exotic Destinations in their planning of tours to Cuba (page 39)? What else do they have to do?

Re-opening for the summer

10 Work in groups. You are re-opening your hotel for the summer season. Decide what needs to be done.

o Tour Operators
Negotiating an Agreement
Wo rk in groups of four. Within your group you will work in two teams of two people. Team A consists of the Marketing Manager and the Chi ef Negotiator for GETAWAY, a tou r operator. Team 8 consists of the Commerci al Relations Manager and the Chief Negotiator for VISTAS, a chain of travel agents. Team A look at the text below. Team B look althe text on page 111.
TEAM A: GETAWAY look at the agenda on the right. You have just finished

discussing item 2. Read and discuss your negotiating poSition.

would like

to have guaranteed eye-level racki ng in all

Age nda 12/03 Sales of GETAWAY Tours 1 Minutes V 2 Review of foreca sts fOI' next seaso nV 3 Commission l evels 4 Rack ing 5 I "cent i yes 6 Policy on complain ts 7 Edu cat i ana 1 s

IIlem 5 they ask for incentives, offer SOp to the person confirming

the booking. You would make this payment monthly, worI:ing from the departure date. If they pay quarterly (like all
your other clients), you can offer 1.10.

Writing 2
12 After your negotiations between GETAWAY and VISTAS,
write a letter to confirm your agreement. Use this outline as a model. If you haven't reached agreement, you will have to modify some of the wording.

IIMr 6
Your policy is to acknowledge complaints within five days and where possible to give a full explanation w~hin three weeks. Often a lot of time is needed to check up on all the facls . IIlem 7
You can offer an educational for the travel agency staff which

D ear

this rear will be to India.

Before you start negotiating with VISTAS you should decide: what you want to achieve. you r order of priorities. w hat you think V ISTAS w ill want.

This is a summa ry of the points we

cO\'cred during our meeting of (date) Commissions

It was agreed .. .

2 Sales, Display and Racking Policy

The policy on this will be .. .

how much you are prepared to accept.

w hat you think V ISTAS wi ll be prepared to accept.

3 Incentives
Afte r discussion, it was decided ...

Decide who will


say what. Then negotiate with the VISTAS

4 Customer complaints It was agreed ...

Useful negotiating language

Making a proposal

5 Educationals
These will .


I suggest we .
Our position is that ... We 're sure you 'lf agree ... Agreeing

Yes, but. I'm afraid that's ou t of the

question. We appreciate your position but ...

W ith best regards Yours Sincerely

I'd go along with that Point taken.

I see your point but ...

Let's be realistic. As we see it . .


Promoting a Destination
Identifying the strengths and weaknesses of tourist destinations Giving presentations Writing brochure texts

The photograph s show some popular aspects of Britain. Work in groups

and discuss these questions.

a b c d e

Why do people come to your country?

What do they do when they are there? Is it the perfect place to come to or are there some disadvantages? Why do you think people want to visit Britain? What do you think are the negative features of Britain?

2 The table li sts so me of the positive and negative features of Britain as a tourist destination.

Does this correspond to what you think Britain is like? Is there anything you would like to add to the table or take away? Produet strengths Produet weaknesses

Friendly people

Lack of foreign language skills especially good-quality, on-site interpretation in other languages

Historic cities/pleasant countryside

Attractive coastline
Good shopping facilities Many types of accommodation

Utler and pollution, particularly in london and on some polluted beaches

Good network of Tourist Information Centres

Channel Tunnel Toll-free motorways Widespread availability of lead-free petrol

limited supply of modern budget accommodation in urban areas and on transit routes limited booking services for some types of accommodation (e.g. self-catering and farmhouses) Insufficient investment in connecting road/rail transport links
High rail/tube fares Perceived difficulty of driving on the lett

Wide variety of good cuisine

Perceived high costs Perceived low quality by some visitors

Variable standards

Good choice of language schools

High standards of health and hygiene

Free press/media
Politically stable Attraction of the Royal family/historical traditions/ceremonies

Poverty and violence in a number of inner cities

f) Promoting a Destination

Writing 1
3 Think of the strengths and weaknesses of your own country as a
tourist destination and produce a similar table for it.

Listening 1
4 Does your country have a government organisation which is responsibl e for the development of tourism? If so, what does it do?

listen to Ann Trevor talking a bout the way the Barbados

Tourist Authority promotes the Caribbean island within the

trade and answer th ese questions.

a What is the Barbados Tou rist Authority' s marketing strategy for Barbados?
b W hat does Ann do at trade fairs? c How does the BTA wo rk w ith to ur operators?

d Why does she mention Almond Beach Village?

Is her work the same as the work of t he tourist authority in your country?

Vocabulary 1
Advertising and publicity

5 Ann talks about promoting and marketi ng a destination. Make three networks round the headings advertising. public relations and promotions.
Use the words and expressions in th e box and add as many words as you can. stickers brochures trade fairs sponsorship ex hibitions press releases promotional videos


leaflets compebbons billboards publicity


receptions commercials


special offers

talks and presentations

6 Work with a partner and compare yo ur networks. Th en discuss


w hich strategies are the most and least effective and under w hat circumstances.
7 Nouns in Eng li sh can be countable (like a trip) or uncountable {li ke travefJ. Match the uncountable nouns on the left with the countable noun s on t he right which are associated with them.

A Uncountable
advice advertisin g progress research monitoring

Countable a f act
a close watch a recommendat ion a coin an advertisement


a study
a step forward


a suitcase


Listening 2
Describing itiner aries


Tour operators, airlines and national tourist boards often run

"educationals" (also called "familiarisation trips") for people

in the travel trade who are in a position to promote a particular destination. Listen to Helen lee describing a familiarisation trip to China and follow the itinerary on the map. Then listen again.

Which of these places are mentioned as part of the tour? the Forbidden City
t he Summer Palace the Jingshan Park

the Terracotta Warriors

the 8anpo Village

Shanghai River Tour by night
the Yangshuo Orch id Garden

the Temple of Heaven

the Potola Palace

Speaking 1
Fam itiarisation trips 9 Work w ith a partner. Student A read the text below. Student B read the text on page 111. STUDENT A
Tell your partner about the itinerary below in your own words.



Ha va na

'" 0-

Santiago de Cuba



Depart London mid-morning Tuesday on VIASA via Caracas. Arrival late evening in Havan a. Direct to the Horel Plaza, opposite Central Park in old Havana, the area famed fo r its old Spanish Days.


2 - 3

City tour, includin g the Moncada barracks which Fidel Castro and a group of followers failed to storm in 1953 in an early abortive attempt to seize power. Good museum s in Santiago include rhe Casa Velazquez dating back to the 16th Century and the Museo Bacardi. (Optional). DAV 6

Explore H avana. Visit to a handicraft centre and the Guanahacoa museum on the outskirts of Havana, which has rooms dedicated to the influence of Mrican cultures on Cuba. Free time to wander the streets of old Havana and appreciate the city's fine architecture. Vis it to The Museum of the Revolution, the old fort and the Cathedral.

Excursion to the Basilica in El Cob re, a village 18 miles northwest of Santiago. Transfer to airport and return to Havana. Accommodation in the Pla'la Hotel.


Return home


Visir to a cigar factory. Transfer to the airport for flight to Santiago de Cuba in the east of the island, famed for its buildings and bea utiful settings. Overnigh t scay in Las Americas hocei.

f) Promoting a Destination

Language Focus
Referring to the future During her talk Helen Lee used a number of verb forms when referring
to the future itinerary. I'm going to describe the iti nerary to you . 2 You'll be visiting most of the famous places .

a She is referring to a schedule which is programmed in advance and possibly difficult to change. b She is talking about an event that w ill be completed at a given future time. c She is announcing her intention to do something. d She is describing arrangements that have been made. As you can see, it is sometimes possible to use more than one futu re form although there might be a slight change in emphasis. What is important to remember is that will is only one way of referring to the future.

3 From Beijing we go by coach to a smaller city in the North.

4 The guide will take you on a sightseeing tour.

5 We' re flying there the following day.
6 By the end of the tour hopefully you'll have learnt a lot

about China. Match each of the verb forms above with a description (a-d) on the right. Th ere may b e more than one answer. Practice Study the following sentences. and say which verb form is appropriate in each case and why.

m On the second night of the programme everyone will be going/will have been going to a cabaret show. 2 Using what you have learnt from the previous activity, read these grammar notes and write your own sample sentences to illustrate their use. a The present simple can be used for a programm e or regular schedule w hich is unlikely to change. b The present continuous can be used to refer to arrangements. c will can be used to make a deduction, or to make a factual prediction. d will or ' II can also be used to make spontaneous offers. e won't, as well as predicting that something will not happen, can also be used to indicate a refusal, or lack of willingness. going to can be used to predict future events based on a presen t evaluation of circumstances. 9 going to is also used for a personal decision or intention. h is/are to refers to events which (Complete the rule.) ... The future continuous (will be + verb -ing) can be used for: arrangements ii events which (Complete the rule.)

a Could you ring the airport and ask what time the first
fl ight to Brussels shall leave / leaves' b (The telephone rings - it is 10.55.). O h, that'll belis to be Rosa. She said she'd ring at 11.
c We'd better hurry up - it looks as if it's going to rain/will

be raining. d The Antarctic will certainly become/will certainly be becoming an important touri st destination . e You haven't got a car 1'1/ give/ I'm giving you a lift jf you like. It's not surpri sing he won't do/is not to do any work for you - you don't pay him! 9 Don't panic! I'll have finished/'ll be finishing the report by Wednesday afternoon. h I won't have/am not having time to see you -1 '1/ have finished /'1/ be finishing the report on Wednesday aftemoon. Ricardo says he doesn't attend/won't be attending the mee"ting - he thi nks it will belis to be a waste of time. The Prince of Wales is to open/ will have been opening the new theme park on April 1st. k We will have/a re having an office party on Friday after work for Justyna. She will work/ will have been working for us for twenty years. I'm fed up with working here. I'm going to try/will try to get a better job somewhere else.

The future perfed (wi ll have + past participle) can be used for an event that will be completed at a given future time. k Th e future perfect continuous (will have been + verb ing) can be used (Complete the rule.) ...

Collect examples of language illustrating a grammar point you want to learn. You can find these examples in documents you read, in grammar books, or you may make a note of something you have heard.

When you have collected enough examples you can try to work out the grammar rule(s) for you rself, discuss your ideas with other learners, and perhaps be able to teach them things they didn't know!


Vocabulary 2
Broch ure language
10 The brochure is probably one of the most important documents used in the promotion of a destination.

Brochures use very descriptive language to make holiday destinations sound attractive.
Read this description of Salou in Spain and pay particular attention to the highlighted words.

alou has 8llJthe ingredients for a perfectlseaside holiday . Its

With it s ma1Ye ll ou. beach, dyllio harbou r and man y magnificent- seafood restaurantc; it is a resort in its own right. But whe rever you stay in the Sa lou area you' ll have access to

tma.joJl attract ion is a cng ,wide beac h of sari, gently,.

belving sands, backed by a tinet tree-Jined promenade. East of

th e beach you will f ind uncrowded street s a longs id e a picluresque coast line with prettYI wooded areas and several
smaller bays. West of Salou is the aHractive< fishing vill age of Cambril s.

IiQLe h ost

pl eas ure s : supc rliJ bathing , ~ vcry. kind a


watersport and, by ni ght.lPlen.ty ot: excitement in


and discos. Another LimpressLv attraction is the tfuly amazing Aquapark at La Pineda, a Shortlbus ride fro m Salou itself.

Descriptive adjectives
11 Each of the groups of three adjectives below can be used to describe one of the nouns in the box. Match each noun with a set of adjectives. Can you add an appropriate adjective to each set? Use a dictionary to help you. beach hotels

village views

hills city

mo untain s atmosphere

2 l ow~ ri se 1 rolling 3 quaint gentle old -world spacious undulating well-appointed cha rmi ng

4 relaxed carefree welcoming

5 spectacular 6 un spoilt soaring stri king majestic panoramic

7 ruined medieval bustling

8 secluded safe un crowded

Writing 2
12 Th is text about a holiday complex is informative but not very descriptive. Decide where the words in the box may be placed in the text to make the holiday complex sound more appealing. A 13 Work with a partner. Add descriptive words to the following passage, but this time choose the words you want to insert. Then compare your text with one written by another pair of students.




This holiday camp/a. is within reach

ifthe bay and the sea. There areJour

tennis courts QI'ai/able ro BUest.f and the Sandy Lane Go!fdub is just a bus ride alVoI Hole Town exudes on atmosphere with its streets and houses. H&tch the world 80 byJtom the aye terraces or sample dishes in the restaurants.
Tangier with its bazaars and architecture provides a taste of the Orient. It has sporting facilities, including golf. tennis and sailing. Watersports can be enjoyed a long its coasts which have beaches. You can try your luck in the casino or window~shop dow n the boulevards of the quarter. The Mendoubia Gardens. a palace and antiquities are just some of the attracti ons that Tangier has to offer.

easy flood lit wh itewashed seclud ed, rocky cob bl ed free-of -charge

easy~go in g

many welcomin g id eally situated short

mou t h~ wate ring


Promoting a Destination

Pausing and rhythm

14 You work for a major tour operator and have recently been

involved in setting up Cuba as a new destination. You are preparing the soundtrack for a promotional video praising the attractions of the island. Below is the text you will have to
read . Your text will have to synchronise with the video

images and you should therefore be careful to respect the pause boundaries ( / ). the stress markers, the intonation
patterns and the speed of delivery. Record your soundtrack in

a language laboratory or, as homework, on to an audio cassette. Then compare your recording with the tape.

If I mention D.l.l2g to you, I what are the ~ things / that immediately / come to mind? / ~ / Communism / and QgMI I. Maybe it's not ~ idea / of the perfect holiday. / Well, you're ~! / Because in fi!g / Cuba has changed / and it's ~ / for the better. / And so why do many more people / ~ decide / to have a fantastic holiday in Cuba? / Well, the t ill1 reason / is that Q112g / is an affordable tropical destination / with fan~

/ and wa tersports / as good as anywhere. / The ~ reaso n / is the ~ / and their music /

~ as they do / such

a variety of ethnic origins. / And fM1 / but not

~ / the history of Havana

especially / its association with two great / twentieth-century ~ / Graham ~ / and Ernest Heminway.

15 Write your own commentary for a video about a place you like visiting.

Speaking 2
Making a presentation

16 You have recently returned from a familiarisation trip t o a

holiday resort and now have to report back on your visit. Decide which resort you went to and which tour operator paid for your holiday. Prepare a presentation. Talk about the resort itself and also about those facilities offered by the tour operator. Include the following:

The language of presentations

Introduction Good evening, everyone. Thank you for inviting me to speak on . Tonight I am going to talk about Introducing your talk I would like to start by . I sha ll begin by . Then I w ill speak about. Thirdly I will talk about ... And lastly.

The main part of the talk

Let us begin with ... However. As far as (the accommodation) is concerned. Moving on to . My third point deals with . And last but no t least ... Summing up/ conclusion 50, in conclusion, you can see that.

After the presentation, work in groups and discuss these questions: a Could everyone hear yo u?

Saying thank you and ending your talk

Thank you all for listening so attentively. I hope I have been able to tell you a little about . Before I sit down I would first like to thank ... for ... Does anyone have any questions?

b Did they understand yo u? c Did they think yo u sounded co nfident?



Considering environmental issues Taking part in meetings Writing press releases


by Bill Watterson

Work in groups and discuss these questions. a What could be the negative impact of tourism on the followin g?
historic sites

beaches and the coastline

the countryside

wi ldlife
the host community's culture
CALVIN AND HOBBES 1993 Watterson. Dist. by UNIVERSAL PRESS SYNDICATE. Reprinted with permission. All rights reserved.

b W hat kinds of initiatives have been taken to co unteract some of these adverse effects?

2 Thi s article was written for a magazine called Our Planet and, using the example of Waikiki, describes ways in which small island states can develop sustainable tou rism . As you read, make a note of the things that a developer should and should not do.

Safe Tourism
OST RES()URCE~rOOR island states trying to ma nage to surv ive in th e global economy cannot afford to neglect the economic opportunities tourism offers. As they su ffe r fro m the continuing slide of internationa l commodity prices, Illany have no alternative but to offer their natura l heauty - and cheap laho ur costs - to attract the

tourist indust ry. Foll owing the ru les for sustainahle to urism",,,hile tough - cou ld red uce th e risks to the environment. so, \I;!HAT RUI.ES keep you profitab ly safe and s usta ina bl y beautifu l? The first ru le is: keep tourists alt in one place fo r as long as YOll can d uring their visit to yo ur island . Leav ing aside the thorny issues o f foreign ownership and o\"ersaturatio ll , Hawa ii can teach us a few things ahout safe to urism. T he world's most re-.:ognised tollrist destination is \Vaikiki. Now Waikiki ''''as not always a beach - it was a swamp before de"dopers trucked in white sa nd to create the fabl ed stra nd . Th e hotels o n \Xlaiki ki all rose Out of th e same swamp and recla imed lan ds. Which neatly encapsulate s yo ur second rule of safe tourism: do not displace all)' existi ng desti nations.
WA IK IKI ITSELF, \'I7ITH some 30,000 hotd rooms, covers little more than sevcnter:n city blocks. Despite its small area, the great m a j or i t~ of th e fi ve million tourists w ho visit H a' . . aii every yea r do not ventu re beyond thi s luxur io ll 'i ghetto, mw.:h

to the delight of the indigenous ~ommullitjes. Ha . . e YOLI ever tried to get an hotel room outside o f Waikiki on the island of Oahu? It is tough to find a n hotel. And there are no plans to

. , Responsible Tourism

appron" :m y morc, sa)' aides to Go\'crnor John \X' aihe'e, Ha wai i's fir st Polynesian governor. Governor \X'a ih e'e seems proud of th e fac t that he ha s not appron:'d a major tourist devel opment since he took office.
AI\'U THF. R RULF: T .-\I-:1'. fewe r touri st" who wi ll stay longer and spend more. A report co mrnissiollC'd oy the (former) H awa ii governor's o ffi ce found that the four million pcople who visited thC' islands in 198 4 spent an .werage of ten day" and unlo:J.Jed $1,000 per head. Not a good sign, hecause infrasrructura l eri ng nroLlnd t:olls rrm::rioll and maintena nc e costs, alrend y ho\" (me hillion dolbrs a year, risc to kc'e p li p with slIch huge numbers of visito rs to <1n islan d S{;lte with ;ltotal population (")f ahollt a million. And do not forger that close to 60 per cent o f the tourist receipts are imm edi;1teiy rep;1tri;1tcd off island. \\:'l rH THE COi\'CFNTRAT10N on volume, mass.ive horel s had to hehuilt TO cope with the millions of bodies that the airlines wcre dumping on the island ~ with competitive f.1rcs dcsi);fled ro pur bottom s on the much larger numbe rs o f scats in the huge 747$. In many cases the hit;ger hotel" were relying on pilCkage tours for h,llf th eir OC(UP;l1lcy ratl'S. AN D WH AT IS wrong with big: hotels? You Ci111 imagine the amount of water, energy, personnel, roads and th e like whidl h;1vc to be diverted to "lIch la rge con structions - paid for hr loca! tax-payers. Buildin); huge hotel s req uire " enormous ;ln10 unts of moner whi(h arc av,lilahle on ly in the metropolit:J.1l (ount ries, w hich in turn mean s handing own ership over to

of revenues from tourism arc cepa triated off-island.

H A\,\'A lI HAS REDIRECTED its efforts to attract fewec visitors ()f a higher calibrc. By so doi ng, the resorts 3re sma ller, less nlsd y, a nd much more plea!'iant places to visit. It was ironic that th e most successful, and expensive, cesorts in Hawaii were the smaller ones like Hana Maui R;1 nch, which had neither tc\evision nor ai r-conditioni ng. Han a Malli Randl did ha ve a cultur:ll show , hut it did nor feature professiona l emertainersthose dancing for the guests were tht" maids, ga rdene rs, accountants and managers of the horel , aJi of whom wc re locn l Pol ynesians. Yet it L'ontinlles to enjoy some of th e highest re turn rates an ywhere. TH AT l. EADS ,\IE

to another rule: in volve the local community.

off-i "l a nd \.."orporations. Owners from disranr places ha ve <.1 hisrory of tying their (onti nued p resence ahroad ro the amount of incen ti ves offered by th e authoriti es, which are already sa ddled with the infrasrructUTal COSts, \.... hile the vast majurity

Ens ure your success i'5 sh;Jred hy them. Offer local farmers and business folk the first opportunity to provide you r resort with food. A letter from your resort to a grower guaranteeing to bu y all the y can grow of certain vegetables (an be lI '5ed hy the farmer to get a favourabl e loan from the loca l bank . Instead of importing, f oc example, an arti st-i n-residence, which is fa shiol1i1 ble in tht: top resorts, appoint loca l art ists, and import a coasral-botanisr-in-residence, and give the findin gs to th e 10CII :J.llthoriries, rhereb), increasing the knowledge the comm unitr has of it, own Jl <t turai resources. Also cons ider marine bi o l()gisrs, mllsit:ologists, :J.gronomists, and for rhe reall y confident and sav,,)", mytholog ists. Tn other words try to im p ro ve thl' lot of the loc:lis. If yo u d o not, rhen you arc sentencin g yourse lf to eventu:ll bilure ",hid wi ll manifest itself in surl y workers and insults hurled at your ho rel guests. \"x!hen yo u fir st notice thes(' signs - find a buy(,r, quick. (a rticl e by Lele-i Lelaulu in Oll r Planet )


Wo rk in groups and discuss these questions. W hat advice w ould you give to a deve loping country tryi ng to en large its tourist industry? :. Wh ich of these pOints co uld an overdeveloped tourist area take note of?

Speechwork 1
Word boundaries
_ The word sequences in the box occur in the article you have just read Clines 14-18). How would you say them aloud? What happens when one word ends in a consonant and the following word begins with another consonant? Listen and check. recognised tourist destinations reclaimed land s

fableg ,trand
second rule

: These phrases are also taken from the article, Practise saying them aloud and compare your pronunciation with the tape.

tried to
tourist development

visit to neither television nor air-conditionin g

cheap labour costs ow n natural resources

the great majority island states


Protecting the environment 6 Michael Leech is Managing Director of a company called
Overland Encounter, which organises adventure holidays to remote destinations. He is very concerned to protect the sites he visits and talks about the way he thinks the environment can be protected.

What steps would you take to make sure that no damage is

done to the environment? Listen and answer the questions. a Michael mentions patterns of behaviour which an operator can encourage among tourists. What are they?

b W hat, according to Michael, is a "key factor"?

c In w hat way is tou ri sm now putting things back into the environ ment?

7 What guidelines would you give to tourists about:

clothes? photography?



Would these be the same wherever they travelled?

Speechwork 2
Word boundaries, linkage


Read these expressions aloud. What happens when a consonant sound is followed by a vowel sound? Listen and check. global economy a small area tourist industry fo reign ow ners hip economic opportu ni ty

10 Work with a partner. Take turns to be A and B. Read this

conversation aloud. A OK, so tourism can have a beneficial effect by generatin g income and creating employment, but what about its effect on the environ ment? B Well, jf you're not careful it can cause serious prob lems. A You mean allowing tourists to go to Antarctica, t hen letting them trample all over rare plants? B Yes, but it's no t only in remote areas w here this eco logical damage is be ing done but also in modern, highly technological countries like Britain.


Listen again to this extract from the interview with Michael Leech. Write the words that are missing from each gap. Are these words pronounced separately or are they run


"I know you're very (a) ...... environmental issues at Overland Encounter but, in practical terms, what can a tour operator do to make sure that tourists don't destroy the beauty of the thing they came to seer' "Well I think you have to get involved in what we call '(b) ...... ' tourism. You can't deprive people of their interest in wanting to travel. But what you can do is to (c) ...... patterns of behaviour which will introduce them to a country in a responsible way. That means, for example, making sure that, on an adventure holiday, n o detergents are used in springs or streams and that no (d) ...... left behind after camps. It means, if you're visiting a (e) ...... like the Antarctic, that people must respect the rules and not damage (f) ...... or go too near the penguins. It means providing travellers with a pack with (g) ...... how to behave and what to do to best preserve the cultures and places visited."

A What do you mean?

B In areas of natural beauty such as Snowdo nia; f irst, t he footpaths have been eroded away. Secondly, w here the t ourist s have strayed off the paths the vegetation has not only been killed but the soil is now unfit for cu ltivation. A Mm - this is w hat's happenin g in mountain areas where there are too many ski slopes, isn 't it? Listen and check your pronunciation.

Language Focus
Reporting verbs

Responsible Tourism

verbs are often used to report w hat someone has said . Do you know th~m all ?




accept agree



pOint out promise



They can be followed by a clause beginning with that. For exam pl e:

The protest movement claimed that the environment wou ld suffer but the chairman of the planning comm ittee

guaranteed that it would be protected . These verbs can be followed directly by to.




pro mise

th reaten

The hotel has agreed to reduce no ise levels after midnight.

The protest movement has tlueatened to blow up the planned development.

Some reporting verbs are followed by a person then to. These include:


in struct in vite







They persuaded the operator to drop the project. She warned them not to go ahead.

Choose suitable verbs to complete the extract. (Often more than one answer is possible.)

N A STRONGLY-WORDED article published two weeks ago, Vanessa Gardner, editor of Tourism

Alert (a) ...... that "Green Tourism" is just another marketing gimmick to lure eve n more touri sts to new

destination s and make even more bucks for the operators. She (b) ...... that tourism brings foreign

income to developing countries but (c) ...... that alllhe local population get out of tourism is the privilege of making our beds and shining our shoes. And she (d) ...... that the marketing people are wrong to (e) ...... that a holiday can only be Green if it takes place in an undiscovered part of the \\o'orld and costs the earth. She
(f) ..... that

you only need twenty rich foreigners descendin g on an Amazonian village to create more

environmental and cultural damage than 10,000 ordinary holidaymakers enjoying themselves in a resort where there is no fragile ecosystem or culture left to ruin. But in another article which appeared in last week's Travel Gazette, Antony Jay of Outreach Adventures pIc di sagreed. He (g) ...... that Green tourism was just a fashion and (h) ...... that operators did care about the
future. And to prove it he (i). . to donate $ 100 per person to the Worldwide Fund for Nature. Ho w man y

businessmen would do that?


11 Match the verbs in A with the noun phrases in B to make expressions which are often used in meetings.


round in ci rcl es comments to a decision agreement the proposal

put in vite reach second raise go come

(someth in g) to the vote the subject
common ground

12 This is an extract from a meeting about tourism in Goa. Fi ll in the gaps with expressions from exercise 1.

The chairman (a) ..... . from the audience.

Mr Singh

I would like to (b) .. .... of cost - who is going to pay to clean up the beach?

Mrs Patel

Mr Chairman, we've already debated these issues - we must now (c) ....... I know we hold opposing views but perhaps we can (d) ....... But if you want my op;nion, we must (e) ...... - either we

encourage tourism or we remain poor.

Mr Dahar Mrs Devi
Mrs Patel

But look, we're (I) ...... ; if we don't (g) ...... now we'll be here all night.
I think we have discussed the matter enough. We must now (h) . I (I) ...... ; it 's an excellent idea.

13 Match the adjectives in A with the nouns in 8. Use a dictionary if necessary. A a foregone a fruitful
a heated a key

14 What is missing from these sentences? Use the expressions from exercise 13.
a Perhaps the main ...... to responsible tourism is the profit motive. b There' s been a very ...... between local pressure groups and the Min istry of Tourism and most of the prob lems have been resolved. c There 's no point in holding the meeting - the result's a d He owns a number of hotels in the area so he has a ...... in promoting the growth of tourism. e It's not the best solution but it's a. . for the time being.

argument arrangement

a stumbling a vested a workable

collaboration conclusion interest issue

There was a ...... on the proposal to build a new motorway and some people got very angry. 9 Although the effect of tourism on the environment is a . some people still dont want to measure the effects.

Holding a public meeting

Responsible Tourism

15 You are goi ng to take the roles of different people and debate the
pros and cons of a major to urism developm ent in an area of outstanding natural beauty. First read this newspaper article and summarise the main pOints.

Ambitious plans to spend 100 million 011 a disused slate mine in north \Vales arc causing a flerce disputc among locals. The tourist development is planned to ce ntre around a "OlIarrytorium", with a guided visit down the mine, and a residential complex built around eight dry ski slopes, a tropical park with

illumin ated waterfalls, lasers and

hologra ms and an adventure playground. The disused mine is at Glyn Rhonwy, less th a n a mil e from the vi ll age of Lla nberis, on the northern edge o f the Snowdonia Na tional P ark. It has been bought by Arfon Borough Council which has asked several develop ers to come up with plans for redeveloping the site. Re ce ntly a company called LeisureLand has come up with a project whi ch, besides the Qyarrytorium, also includes hotels, conference facilities, shops and restaurants, and a sports

ccntn.:. Most controvt.:rsially, rh<;rc an; also plans for thirty "holiday farm stead s", eac h co nsisting of about twenty far m- type cottages. However, since the proposals were published in the l ocal paper, peapk have started objeding. A protest gro up ha s betn fOfmed, headed by Gwynncrh Jones, whose house overlouks GI)'11 Rhol1wy. Although cafeful to givt.: credi t to the council for buying and trying to develop the arC.l, the protest group feels that the sc he me would ove rwhelm t he vjIlage and be alie n t o the natura l beauty of the region. The matter is now being debated at an extraordinary cou n c il meeting in thl: town h all at w hich a dc cisioll 011 th<.: future of Arfun m u st b<.: rC<lt:hcd . Representati ves of all the viewpoints of the 10..:a1 ..:omlllunity have been invited.
(I.!x rra...:t frull1 Holiday

16 Work in groups. Your teacher will choose a chairperson w ho should use the role card below. Your teacher w ill tell th e other people w here to find their role cards. You can add your ow n ideas to the suggestions on the cards.

The chairperson
You r role is to make t he meeting go smoothly and J et everyone have th eir say. Di scussions ca n get heated and you may have to remind participants to remai n poli te, not interrupt, not monopolise t he discussions and so on. Here is some useful language: Opening a meeting Right, shall we ge t started? Th e first thing we have to discuss I decide is . Inviting comm ents
I'd like to give the floor to . Mrs Olsen, is there anything you Could we stick to the subject under discussion, please? Perhaps we could co/ne back to that later. I'll come to you in a fiji/lUte .

would like to say'

Does anyone have any further comments? W ould you like to come in here?

Closing the

Are there any further points anyone

wishes to make? To sum up, . Are we all agreed on this ? Shall we take a vote? All those in favour? All those against? I declare this meeting closed.

Directing the proceedings

We seem to be losing sight of the

main Issues.

With respect, f don 't think that is entirely relevant.

17 Write a 250 -word press release reporting what was said at the pUblic meeting about th e development at Glyn Rh onwy.


Analysing transport requirements Planning a transport network
Work in groups and list some different means of transport.
long or short distances?

Then discuss these questions. a W hat are the advantages and disadvantages of each one for
b How do you prefer to travel? W hy?

Listening 1
2 Susan recently went to the USA for three weeks. The map

below shows the places she stayed in or visited during her

trip . Listen to Susan making the final arrangements for her

trip and answer these questions.

a W hat is an open -jaw ticket? b Why doesn 't Susan want to use the Grey hou nd bus? c Why doesn 't she want accommodation booked in Las Vegas or LA? 3 listen again and follow Susan's route. Write the dates, tim es and means of transport.



Language Focus
Two-part verbs (Phrasal verbs) Two-part verbs are formed by comb ining a verb with a preposition (or particle) to change its meaning: I get up at six o'clock. The plane takes off at 7.30. d A: Can I have the bill? B: Sure, I'll make it out now. e Th e board of directors set up a meeting for 4 p.m. TYPE 2 PREPOSITIONAL VERBS


2 A verb can be used in the same sentence as a preposition

witho ut changing its meaning: I took the book off the table. In this case, take and off do not make a two-part verb. 3 The same combination of verb and particle can have more than one meaning: The plane took off. (leave the ground) He took off his jacket. (remove) I can take 5 per ce nt off the price of a ticket. (discount) We are going to look at three types of two-part verbs: TYPE 1 TRANSITIVE TWO-PART VERBS Transitive verbs take an object: He took off his jacket, In this sentence his jacket is the object of the verb. 2 Transitive phrasal verbs are separable. The object can be placed between the verb and the particle: The travel agent sorted out her itinerary. (sort out = organise) The travel agent sorted her itinerary out. 3 If the object is replaced with a pronoun (it, him, me) the

These verbs take an object, but are inseparable. The object always goes at the end: A tour gUide wi ll look after the grou p. A tour guide w ill look after th em. Put the words in italics into the right order:

a around / Chicago / looked / she.

b There are new airli ne safety regulations: can't / get / tour / operators / them / round.

c for / made / nearest / taxi / stand / the / we.

d the / chance / she / at / jumped / to visit the Himalayas. e old / an / he / into / ran / friend / at the airport. TYPE 3 INTRANSITIVE TWO-PART VERBS Intransitive ve rbs can not take an object and cannot be separated . Th e bus broke down. We had to hang around for three hours while they mended it. Put the words in the right order to make correct sentences: a checked in/before the flight/forty-five minutes/we b in Dubai/flights to Hong Konglstop over c fell throughltheir trip/at the last minute d backed out/but/we had a deallthe hotel chain/we thou ght e after/broke even/finally/the hotel/three years of losses PhrasaVprepositional verbs Some verbs have three parts: The holiday didn't live up to our expectations.

verb is always separated:

The travel agent sorted it out. Which of these sentences are correct? a Susan's uncle put her up. b Alicia saw off him at the airport. c She took up the option.

Practice Replace the words in italics with a suitable phrasal verb , Do as many as you can, then listen to the tape (Listening 1) again to check or complete your answers. a I've pretty well planned and formulated w hat I'll be able to do while I'm there ... b So I' ll be departing on 1st September .. .

e Are you sure your budget will cover that? I've been economising for this and I really don't want to lose the opportunity of seeing the Niagara Falls ... 9 Wait a minute .. h The on ly problem is that you' ll have to wait with nothing to do in Chicago .. . I really need to reduce costs so I'm hoping to be able to locate and see again some old friends .. I'll write the itinerary for you ..

My uncle wi ll be collecting me from the airport and accommodating me for a few days ..

d You can travel quite eas il y on the subway and if you want to sightsee .. .


Vocabulary 1

4 These words are all connected with transport. Put them into logical sets.

break dow n station wago n


make for

registration number


ru n out of

track press on

see off crossing

drop off guard

iet lag roundabout highway

ha rbour

ticket col lector

set off


Add two more words to each set and co mpare your sets with those of other students.
5 Imagine that you recently accompanied a group of travellers on a trip involving several means of transport.
Write a short account of the trip using as many of the words in the box above as you can. For example:

Af 6 1 Bpm. w~

5et off ffl7m V,chlritl 'Station. ~~d -/he O~;eY1r Express '" ow fj~sr-c1"s<; ccmpar/ntetlt ..

Listening 2

Speaking 1

Understanding rapid speech, announcements

6 It can often be difficult to understand announcements mad e in public pl aces, especially if the public-address system is poor. listen to the messages. Wh ich wo uld yo u hear: a b on a train/at a railway station? on board ship?


Making announcements
Your teacher will give you a number of messages w hich have to be given out over a public-address system. Record the messages and play them to the rest of the class. Did everyone understand? If not, what was the problem?

Vocabulary 2
Synonyms, British and American English
9 When she went on her trip Susan had to und erstand some of the words and expressions which are used in the USA but not in the UK. The ones in the box below are all to do with travel. Find the pairs of synonyms and put them under the correct headin gs.

c at an airport/on a plane? d on a bus? listen again and note the information.


Word boundaries
7 liste n and notice w hat happens to the sounds at the word boundaries in these examples: Th e next time. M ind the doors. Now try saying these se ntences . Which so unds disappear? Which so unds run together? a Here in the main square, on your right, is the famous l ean ing Tower. b Passengers are adv ised not to leave th ei r luggage unattended. c We 're now approaching Pi geon Po int. Tobago, w here passe ngers can disembark. d Wo uld M iss Andreas please report to the Purser's Office? e Captai n Nolan would like to welcome yo u on board .

For example:

driving licence
pun cture

driver's license
driving licence pavemen t underground downtown subway bonnet

sidewalk car park

city centre lin e queue freeway

motorway estate car


parking lot

statio n wagon driver's license

D o you know any other w ords t hat are different in British and American Eng li sh?

Listen to the tape and check.

o Transport
Passenger care
10 Travelling can often be tiring and uncomfortab le. What kinds of things can be done
to make the journey more agreeable for the passenger travelling by these means of

air rail



11 This article describes how Gatwick Airport in the UK has made travelling easier for

business passengers.
Decide which of the extracts A-G match the numbered gaps in the text. There is one additional extract which does not belong in "

any of the gaps.

Look ing at w hat London Gatwick Airport has done, the sol ution now, in hindsight, seems obvious. But Fast Trac k has other benefits for the business trave ller. The best ideas in business are qUite often the most obvious. takes business

o o e

Many airlines offer attractive incentives such as free limousine and helicopter t ransf ers, advance seat reservations and priority baggage handling. For the busy executive, it is not so much that time means money, rather that he or she usually cuts it f ine when getting to t he airport. This system, called Fast Track , enab les First and Business Class passengers f rom al l airl ines using North and South Terminals to use a special dedicated ro ute through passport control and security checks.

o e

6) Even at the busiest times of the day, it now

barriers to go airside.

passengers only a minute or two to pass through the

For example. business travdlecs passing through Europe's airporrs have co nstantly bemoaned the fact that however much their ti cket COS t , or however mu ch they were


The special entry gates to departure lounges. however, only operate up unti l 2 p.m . The ai rport's research has shown that the bu lk of business travel Aights we re before


m e

pampered in-flight the real hold-ups always came when passing through pao;sport co ntrol and security, or waiting in duty free.

th is time, with only a handful afterwa rds when the regular control points had no queues. However. it is a position that is regularly reviewed by the airport.

1 8~ ~

________________~1 Ie
For instance. those who have hurried to the airport without the time to pick up any foreign currency can collect preordered currency from a special Fast Track desk at the airport's bureaux de change. Or if they travel to th e airport via the Gatwick Express. they can use the credit-card phone on th e train to order the currency o n the way from Victoria. Forgotten to buy a prese nt for rhar important contact you are going ro meet on arrival? Instead of queu ing up wi th the le isure travellers ac the duty free co unters. f as t Track pass-holders can take adva ntages of their own check-om. N ot surprisingly. Fast Track has bee n a smash hit with London Gatwick passengers (numbers using it have increased from 40. 000 a month when it first narted, to 65, 000 a month at present). Perhaps the fact chat other Europea n airports are looking at em ulating the Fast Track idea shows how big a step forward it is in taking the hassle out of business (fave!.

That las t-minute report to finish, or taking just one marc phone call, has speIt disaster for many business travellers

sudd~n ly finding themselves at passpon control behind a plane-load of holidaymakers who are Guite happy to rake their time - after all they arc going on holiday.

However, it is a simple fact that no other airport appeared to have tackled the problem successfull y until Lo ndon Garwick became the first airpo rt in the UK o r Euro pe to implement a "red carpet" priority sys tem especially for First and Business Class travel lers.

A pass is give n to eligible passe ngers at check in.


Dealin g wit h co m pta ints
12 Unfortunately, not everything runs as smoothly as in the previous article! You work at an airport in your country and have received this fax from Gary Richards, Ground Operations Manager at Skyways. Work with a partner. Read the fax and discuss Gary's complaints. Then write a reply to explain how you


To: From: Date:

L. Atien;o:a, Airport Admini stratioJl

G. Richard.~ Shwavs 05 106 ' , .'

No. of pages inc. this one: I ncar Mr Aticnz.a

mont h .

Thank you for

yo~r hospitality ofT('n~d to Peter Forster, John Carlyle and myseIf earI'leT t hi s

Since my visit, OUT Chairman, Francis Pilrkcr has visited and h' items which he considers need impro,-emcnt :' . on IS r eturn reported certain

\lvithT~s::.CIi\'ery and installation of two additional set.~ of scales for check-in should be dealt
2 All bags should be presented at check-in Th . ' subjected to 5ccurit)' screening and proper e~ce~:r~alggSno excuse [or bags not being weighed, ' " age payments not being collected. 3 I hope that with . he able to com~lele tfeCj~~ri~~~:r~~:~e~~';:;r;::t~:.cra[t cleaning teams will speed up and 4 Representations should be made urgentl . and s I .. .1110\\' bO al'ding to t k i f Y . trong y to the authontles which at present a epace atoncscto steps only W e } t f and they should be us-ed. . lave wo sets 0 steps to the aircraft 5 Only one piece o[ cab' b make sure that t1li.~ ruling Ij: i;~:~c~::s.asscnger is allowed Oil to the aircraft. Can you please

are dealing with each complaint.

. 6 Finally, on arrh'al the Chainnan had to wait som e fif ' . the plane . This speed of dclivet')' is entirely unac~eptabl2 mmutes for hi5 baggage to come ofT
Many thanks for your help in these matters, and I look forward to hea ' f Yours sinccrc! v nng rom you soon. Gary Richards~ , Senior Manager. Ground Operations

Speaking 2
Making recommendation s 13 Peakland is a mountainous country which has few natural resources. Sixty per cent of the population is employed in agriculture but there is a rural exodus towards Sommerton, the capital, and the coastal ports. However, the situation is slowly changing and will certainly be accelerated by some recent developments. Read this newspaper article about Peakland and discuss this question. Do you think foreign investors will be willing to invest in tourism developments in Peakland?

Following the astonishing discovery last year of the world's largest dinosaur graveyard - hundreds of skeletons unearthed in near-perfe ct condition - the Peakland government yeste rday announced its decision to go ahead with the creation of Tyrannosaurus Park. a huge open -ai r dinosaur museum and leisu re complex eighty kilomet res from the cap ital city, Sommerton. It is hoped th at this attractio n will draw tourists away from the troubled DinoWorld theme park in Westla nd an d attract foreign currency. However, despite the enthusiasm of both national and foreign investo rs, the eventual success of the venture very much depends on the ability of the government to revitalise it s transport network which, like much else in Peakland, has suffere d from yea rs of underinvestment and neglect. Fear of its neighbours, travel restrictions and, until re cently. a limitation on private car ownership had left the country with poorly maintained roads and an inadequate rail and telecommunicat ions network. Despite this heritage, Prime Minister and leader of the

Republican Movement, Richard Hardcastle is conv inced that the find represents an opportunity for the count ry to become a major player in the tour ist in dustry. At a press conference last night, Hardcastle declared, "Until recently. Peakland was one of the most isolated co untries in the wo rld. with an unconvertible currency and few political, trade or tra nsport links to the outside world. Now the moment has come to create the wea lth and prosperity that will take our country into the twenty-first century." It is true that the situation has begun to change. Hotel projects on the unspoilt western coast alrea dy represent the largest single source of foreign investment. accounting for an estimated $275 million. And Arab world investors are building a second bu sin ess hotel in the heart of Sommerton. Much will depend on the government's capacity to fi nance the transport infrastructure that is lacking. Already overtures have been made to the International Investment Fund and the Central Bank for Reconstruction and Development.

o Transport
14 Work in groups.
You are members of a think tank for the Peakland Tourist Board. Study the map of Peak land and the summaries of the various transport infrastructure projects that have been suggested. Which would you recommend to the Tourist Board?


,,,..------'- .


I ' 'I




I Tyra~nosaurus




\ Funbury (



Peakland airlines


development of aIr transpo . b If tourism is to develop in a big way It can only ~o s~ Y d attracting visitors on long-haul flights from:~ eVfeaO~:ior world They therefore advocate the constru Ion 0 bl .ft airpo~ to the west of Sommerton which would ena e SWI

~elieve th~ ~~~:~t~~~~:~ ~~:~~ternational.

The SNCF (the French national railways) has tendered for the construction of a high-speed train network linking Sommerton with the capitals of other countries. They point to the success of the tren alta. velocidad in Spain and the train

a grande vitesse in France. They propose to adapt the

rolling stock to the varying needs of passengers, for example, family compartments and on-train activities such as hi-fi music, video entertainment, telecommunications services and catering arrangements to su it international tastes. The SNCF pOints out that tourists visiting Tyrannosauru s Park are unlikely to come by car. The chances are they will be more interested in a short all -inclusive break with rapid through trains taking them door-to-door.

transfer to the Park.

In addition, Peakland engmeers a

h ve come up with a

revolutionary Super Helicopter ~ able ~dt~~:s~~untry eo Ie at a time. A network of hehpa s ar~~ ~IOS~ to resort developments is, in their OpiniOn, bound to be a sU"ccess .

rt fifty

McKenzie and W hite, the British construction company, has put in a bid to build a motorway network w hich wo uld link key towns and cities with border countries. They argue that road transport accounts for 77 per cent of all world international arrivals. It is flexible as the driver can control (!Very aspect of the journey: the speed, the duration, the route taken and the destination. In addition, Peakland roads are uncongested and wou ld provide great scenic variety. McKenzie and White are sceptical of the value of a rail network, feeling that, in all probability, it would damage the environment an d be unsuited to the terrain of the country.

The Peakland ferry operators and the naval shipyard

~t Sta~gate

on-Sea are anxious to see a substantial development In cruIse . the otential of Lake Nessa as an

holidays. They pO'"t to

attracttion mons ers

I t f longer crUIses They also highlight the potential popu an Y 0 from Funbu ry on the Western Ocean.

t~~~h ~~yS~::~~~it~ri~ t~~e ~~:d:n depths of the .Iake.

P h

nd the tales of fantastiC

They remain

sce~t~cc~ ~:~~:~tf~~~~dO~eT~:~~~~::~i~sa:~:k

and doubt very . W Id despite government intervention. claimed Last year, Dlno or , f $77 made r~cord losses and saw its share prices plummet rom

to $13.

Dea ling with complaints

Work in groups and discuss what personal qualities are
necessary when dealin g with the publi c.

Reading 1
4 Work with a partn er. Student A read t he text below. St udent B turn to page 112. STUDENT A Read t his case st udy about an unfortun ate inciden t in a t ravel agency and an swer th e qu esti ons below.

2 What sort of perso n are you ? You are no doubt: t idy sympathetic experienced capable

organised professional respo nsible friend ly

efficient polite patient motivated

agency, where one of the employees, a young woman of sixteen, was coming to the e nd of her first week at w ork. She was wdl dn~ sl'c d and we ll groomed, m.lde good eye contact with those who entered the ag('ncy. and look<:d in c\'er)' w ay a pieas.,nt trainee tran,l agent. At thi .;
t im l~ , ~hc wa~

numher of years ago I was wor king in a retail tran'l

Unfo rtunately, some peo ple are not. Use th ese prefixes to describe peopl e who be have in the opposite way: un im-




not ex pected to sell travel products,

3 Wh at prefix is used to form th e opposit e of all t hese verbs? interpret



hear treat

calculate understand

hut had heen instructed to carry out a few simple admin istrat ion tasks and to sit w ith the assistant manager to ohsene bow the cmtomen were d('alt with, and how the paperwork was processul . At this carly stage in her career she was not expected to deal with a customer her self.

On one particular afternoon, a regular customer cal11c in

to pay a balance . He was a valued CU!itomt:' r who wou ld book se vera l fairly expensin~ tours in the course of,) year. He was a \'ery plcasant lll an who was quire fr iend ly, but who liked to feel spedal , in that he was always treatcd well and received the best se rviCl~ from statY He talked with the asshtant manager for ~omc time, and then asked a few questions

or the

new traH"1 assbtant - h(m' ~ h l.': lih~ d the job an d how <;he

gt:tti ng on. He t hen turned his attention ha(:k to the assistant manager and startt"d to write a cheque for his holiday balance . "\-\'hat is thL' da tl~ tod ay?" he asked . "It's the thirteenth ," rep li ed th e assistant manager. "Oh, Friday the th irtee nth ," he .sa id. "Unluck~ for some! " "Yes," sa id the new traiuee. "'YOll nen:,r know, ~'otlr dH' (lue might bounce!"

a Who was involved? b Were the travel age ncy staff experit::nced? c What kind of mistake did the staff make? d How do you think th e customer fe lt? e How would you describe th e staff and their behaviour? Tell yo ur partner w hat happen ed. What lessons can be learnt f rom the two situation s?

4IiI Customer Relations

You wi ll hear Melanie Flowers talking about a fl ight she made from l ondo n to Dallas. Decide if these statements are true or fal se.


Correct any false statements.

a They we re late check ing in.

b The airline staff tried to hide from the

c The co upl e were given preferential treatment

because of their children. d They were content to be able to go to

e The hotel in Houston turned o ut to be mu ch

better th an they'd expected.

In San Francisco the airline s taff were extremely rud e.
9 Melani e has learnt to be fi rm w ithout bei ng

rud e.
Have you heard any stories about unfortunate
travel lin g incidents? Tell yo ur partner how

they were dealt with,

Contrastive stress
6 We often place the stress on a particular word in order to compare or contrast it with another word. For exampl e. on the tape yo u heard:

The plane wo uld leave in two hours and, instead of flying direct to Dallas, would take us to Houston .

Listen to Melanie again and find other examples of contrastive stress. 7 Read these sentences aloud. Which words are stressed?

a Did yo u wan t to t ravel by cha rter flight or scheduled?

b It was n't so much the lack of comfort as the level of noise in the hotel.

c You can' t go on a visitor' s passport. You need a full British passport. d She said she wanted a room at the front of the hotel not at the back. e The fligh t wasn't delayed - it didn 't even exist.
Was it you who booked the holiday or you r wife?

9 I wanted to know where th ey were travelli ng from not where they were travelling to.
Li sten and check your answers.


Language Focus
Infinitive (to) or gerund (- ;ng)?
look at these examples:
I wish to claim compensation. (NOT * 1wish claiming compensation.) I suggest writing to the manager. (NOT ' I suggest to write to the manager.)

Put the following verbs into two groups: those that are followed by an infinitive and those followed by the gerund. admit

involve offer refuse

afford claim deny justify plan risk

an ticipate consider

manage postpone

arrange decid e fai l

avoid delay hope

promise suggest

recomm end undertake


2 Some verbs can take both the infinitive and the gerund but with a change of meaning.
Can you explain how the meaning of the verb changes in each of these pairs?

a They stopped to take extra passengers on board . b They stopped taking extra passengers on board.

2 a You must remember to write to them.

b You must remember writing to them.

3 a I'll try to phone her w hen the meeting finishes. b I'll try phoning her whe n the meeti ng finishes.

4 a If you wan t any compen sation it will mean taking them to co urt. b Sorry, I didn't mean to take yo ur seat.

5 a He went on complaining about his holiday for at least half an hour.

b After describing the terrible journey he went on to complain about the state of the accommodati on.

Rewrite the following sentences without changing their meaning. Use a second verb in the infinitive or the gerund each time. For example: She hasn' t got enough money to travel fi rst class. She can't afford to travel first class.

If you don't pay the invoice soon there may be a 10 per cent penalty charge. If you delay paying the invoice there may be a 10 per cent penalty charge.

a I think it would be a good idea to write to the tou r operator.

I suggest .
b Wou ld it be inconvenient for you to wait a little longer? Would you mind ... c OK, yes, I made a mistake about the time but not th e date. I admit . d I'll do my best to have an answer within a week. I promise ... e If I we re you, I would make a strongly-wo rd ed complaint. I recommend.

The guide said she certain ly did not turn up late. The gUide denied".
9 It would require us to make a change in the schedule. It would mean.

4l!> Customer Relations

Reading 2
Handling a complaint
8 In the Listening section on page 63 you heard how an airline treated a customer who had a complaint. Think about

When it pays to complain

A dissatisfied customer who co mplains is just as likely to remain loyal as a com pl ete ly sa tisfied custo me r. This surprising sta te of affairs h as been observed by Bri tish Airways, which has rurncd the handling of compla ints into somethi ng of a science. C harl es We iser, BA's head of c ustom er re lat ions, calcu lates that about 13 per cent of cusromers who are complerely satisfied wi th BA's service may not Ay with the airline agai n. "Perhaps they changed jobs, found a frequent flyer programme which better suited their needs, or maybe they felt it was time for a change of airline," he says, writing in the July issue of COllSumer Policy Relliew, the journ al published by the UK's Consumers' Associarion. Half of all cus tomers who expe rience prob lems but do no t complain, do nor intend to use the airline agai n. This contras ts with the customers who are dissatisfied bur do complain - just 13 per cent of this gro up will defect, the ident ical rate of defectio n as the "satisfied " group, says Weiser. C learly, ir pays ro encourage cusromers to complain, and to encourage complaints departments to turn themselves from "blame" to "customer retention" departmentS, he says. \'{Ieiser's guide [Q sat isfy in g compla in ts includes the fo llowi ng points: Apologise and "own" the problem. Customers do not care whose fault it was - they wan t someo ne to say sorry and champion their cause. Do it quickly - customer sat isfaction with the handling of a co mplaint dips after five days. Assure customers the problem is being fi xed. Co mplaints depart ments need to know th ei r compa ny inside out and work with front-li ne departments. Do it by phone. Many departments are frightened of the emotion customers often show when things go wro ng, but customers appreciate a personal apology and reassurance th e problem will be solved.

situations when you have complained and answer these

questions. a How did the person you spoke to react to you r comme nts? b W hat actio n was take n to solve you r problem? c How satisfied were you with the result?

9 Read the article on the right and decide if these statements are true or false. Correct any false statements.
a A di ssatisfied customer w ho makes a com pl ai nt w ill usually fly again with British Airways.

b About one sixth of SA's satisfied customers defect to other


c Both sat,isfied and dissatisfied customers w ill fly w ith SA again in about the same proportions. d SA gives money to customers jf they complain.

e Customers are anxio us to find ou t who was responsible for th ings going wrong. It is not a good idea to adm it to being in the w rong.

Speaking 1
10 Work with a partner.

Take turns to make/ deal with a complaint in four different situations. Student A read the text below. Student B turn to page 112.
STUDENT A Situation 1 You have just checked into a hotel and you have
noticed th at there are no towels in the bathroom. You go down to reception.

Situation 2 You are the manager of a hotel and f eeling pleased w ith yourself because you have a 100 per cent occupancy rate for this week. A customer has just asked to speak
to you.

Situation 3 You arrived at the resort yesterday o n a f ifteen

day package but t he cou rier failed to turn up in t he morning.

You are angry because you feel you have lost half a day you had paid for.
Situation 4 You work in a travel age ncy. A customer has j ust
come through the door and is looking angry.

Language for handling complaints

Introducing your complaint I'm not one to make a fuss. but.

I don't want to complain, but ... I'm sorry, but I really feel I have to make a complaint about.
Handling a complaint I'm sorry to hear that. Let me take the full particulars. I fully understand. 1'1/ do my best to sort it out.


Letters of apology
11 Do you agree or disagree with the following statements? a You should thank the person for having made the complaint. b You should avoid making an apology unless it is requ ested.

Pear 5i;
Jam I1/Til1111 to Cdmplaln a/JdZ(f file appa/(m,.1 sfw7dard o,cSdtl1ce / rec.e<l/ed !jB5fe<day af file ffBrif?lg6 /-(tlSetff11 C",cnk Shop. Cin t3/1fU-tn (he seir-sert/ice resmur;:mf at fhree o'ddCk ~ fnend"Md1" mund a /l(ft"1j bng qaeue. It/e had Iv ro/f%Jt

c You should never say anything was your fault. d You should never blame a member of staff who works in the same organisation as yourself. e You should always explain the cause of the problem. You should say that the error was exceptional. 9 You should say what action is being/has been taken. h You should make some sort of special offer as compensation.
12 You are the General Manager of a catering firm wh ich has been subcontracted to provide food, drinks

iWlJ frag5 be1'fffe flndlilg a clean tJ7Ie. (!)nce af fhe etmnw we /dund m~t 01' #;e IWir' hadg07le eKcept I1n- #7/W, Ifr'ed man-~M opM S<V1~cAt'5 tMdlhecm'dode. ~ere M:i'S flO me 1Z> serve t(s - a gu'f rpshed up t7J1/y ~ '" me:tn smrfed to he(p hH115&11' -0 soup. '7lte gtrloblilOuslt; had no ffainit11; she iwttu1l nei8t&1" whaf ff7e soup Mi$ made of'
(7e!/7lHfiude~ 11011 Glre a~ed wiln '" big cardbtmrd btIX and tlw'ew SdI11e 6~icA padro tm iIle c1:mn-rer) !he tWl> girls af flte drinks c.mnt&r ~e also s/(7W
and 5~. .l had a 1lJn-/fUIU<te u=t r$r a coll'ee half' spitted a"""'oss I11fj {rqy and fIIere wets a lim'fte.- Mlif

"'!: wnefltu- fltem were ClII!f f11tlYe

6dndMcheG tU/W1a/:;Ie.

kr ~e one cash

t:?t(ln t7J2eration.

and table service to a famous

museum. You have recently received this letter of complaint. Before you read the letter, think of some of the reasons someone might have for wanting to complain about the catering. Then read the letter, see if your predictions were right and answer these questions. a Wh at is your reaction to the letter? b How do you explain the poor services she accuses yo u of?

!ind file cutlerg OWU-MUllin dried bloDs of' Ibzm! andgmase. 7/re mble /fie tJl:CUpied MIS dfr~ and lina/(y flte SOUp Z btJYgM k/?:rS greasJl, heav!/ and' Q/ler-5;;u~d I regret- fv sa,! thar / tvllG SICk In the
I1Ufseum mfel5i
5I?dT~ Clfitifwzzr--ds.

I NzlS dlSgksted to

A/eme of'#tIS IS an &,I(aager-aI7dn. I ca;utof helleve -I/taf such afr(7l:/t7l1S Sef"IIlCe couJd eKisf In a wn-ld-lillnt7Us insfifuhtm. I was embMnts&;/ and fUrious "'ot only Ibr ~~elf' bttf on bt?halr a( #Ie visill71's Mlo Cdme Iv #Us OlliffMSe be<udllid CYttnlr!;l.
I am a regulevr l/iSlf1:r tlna; ClS an eHlp/t?!Jee -!fie frcWd mdttsfr!/, In '" ptJ5dim -to t'eamtn1end #taf vi61fzm; bt75'Mff #Us reGtmfranr tmless J receive a letter IndfCcd0g whatmeasu~s fjtJU !#fend ,z, mA-e ro Itnprlflle -!fie let! of' service.


c What wo uld you do?

13 You want to apologise to Ms Shapur and have made some notes. Expand

them into a letter of apology. Letters of apology, useful expressions




was sorry to hear that .


Please accept my sincere apologies for _ ..

I have thoroughly investigated your complaint ..

I apologise for the incon ven ience.

.. . due to circumstances beyond our control.


I wlfl personally make sure . can assure you this will not happen again .

14 "Send" your letter to a partner. Is he/she satisfied with your response?

tl!> Customer Relations

Speaking 2
A feedback questionnaire
15 You recently went on a Skyways holiday and you weren't very satisfied about some aspects of it.
Use the questionnaire below to help

The Skyways rep should:

try to establish the exact nature of your complaint say w hat action will now be taken w rite a letter outlining w hat has been agreed.

you think about what

could have gone wrong with your holiday. Then work with a partner and take turns to phone the Skyways representative (your partner) to complain .

:~'~~~~h::,~~:::~~~,~:,?~;n~;s;u;=r~v~e~:y~~~~~~~~~~~~~~~~~~~~~~~~~~-=-=~~~~~~~~~~~~~~~~~~~~~~~~~~~= -= ======== ========-___ =============== -==============-____ ::-__ -:::::- ----::----::

What was the departure dale? What class did you travel in? With which airline did you fly'! EXCELLENl





Check-in service Cabin staff s help and attillldcs Meals served

O ,'crall in-flight experience
I\ T

0 0 0 0

0 0 0 0
L oca tion

0 0 0 0

0 0 0 0



_ _ _ _ _ _ _ _ _ _ _ _ __ _

F..\ IR


Food Amenities Cl c... mliness

O verJ.1I

0 0 0 0 0 0


0 0 0 D 0

0 0 0 0 0 0

0 0 0 0 0 D
N /A





Brochure information
R eservali o n ~ sen' icc

Overseas representatives
Airport I hotel transfe rs Car renl ..11 Optional excursions

0 0 0 0 0 0

0 0 0 0 0 0
( iUO O

0 0 0 0 0 0 0

0 0 0 0 D 0

0 0 0 0 0 0


l !NU KEI .Y






Scenario 2
Handling a Complaint
Dealing with correspondence about an unsati sfactory holiday
Mr and Mrs Austin recently went to Turkey on a holiday organised by a company called Cheapside Tours, w hose Customer Relations Manager is Mr Massey. Unfortunately, they felt they had to complain about their holiday to the local representatives and to Mr Massey.

Here is a record of their correspondence. Read it and arrange the letters, memos and fa xes in chronological order.

Hotel Scimitar





Bodrum Tel: + 90 024 87394857 Fax : + 90 024 87394858 To: Customer Relati ons Dept., Cheapside Tours
~_m_ill ~

Mr G. Massey Manager Customer Relations Dept Cheapside Tours 345 Hall Lane London WC2 1Ef Dear Sirs,
Breach of contract c laim alf of Mr and Mrs J. Austin who have instructed us to We are acting on beh " th terms seek recovery for losses sustained through your failure to ~p,y. e and conditions relating to the purchase of a holiday advertised '~ your brochure GHEAPSIDE TOURS LTO in accordance with the requirements of

From: J . Austin, of 75, Silver Birch Lane, Newton, Essex, CM34 9 Fax no.: 90 024 87394858 Date:
Dear Sir/Madam Booking Reference No. 690202/593 .

We arrived last night at the Hotel Scimitar, having booked a VIlla room .
The villa room accommodation WClS basic, the floor was uncarpeted and dirty. Worse, water was dripping through a green stain on the bathroom ceiling and the bathroom stank. After mvch discussion with the staff (consisting entirely, it seems, of tra inees) we persuaded them on deposit of a cash sum .to ~1I0W' us to move into a sea-view room in the bUilding. This room IS SImple but barely adequate. , However it can never iustify the description if) your brochure of I~.'<u~ accomm~dJtion'. The air conditioning is broken (the temperature IS 40 C) and t he te levision does not work. The ro~m is. noisy with continUOUS mt/sic from the disco at night and the sWlmmmg pool by day.

the legisJation in force. The extent of oor client" s less is set out in the schedule below an~ we will be pleased to have your proposals for an amiable settlement within a week. Yours faithfully, , ','1' )'\; '

v") 'J~ \

(/~- .

We tried man y times today to contad your local representatives but


to 110 avail.
We are treating this matter very 5er;ously and require you to move us to another hotel that matches the 5tatements in your brochure and to do so today. Would you please telephone

C. W. Whitney
Details of loss Expenses Telephone calls Facsimile transmissions Additional food costs at the Hamada Reom upgrade charge at the Scimitar Total

47 34 190 235

us on receipt of this fa x.



Scenario 2, Handling a Complaint

o c
Facsimile cover sheet To: Mary D., Mr Massey's secretary Company: Cheapside Tours


"""" To: Mr

Fax: 44 932 880552

From: J. Austin Company: 75, Silver Birch Lane. Newton,

Massey, Manager Customer Relations Pamela Watson, Area Manager, Tu~key Re: HI and Mrs Austin Date:

Essex CM34 9AD Date pages including this cover page: Dear Mr Massey Further to our two faxes sent to you from Turkey at the beginning of August we note that you have not had the courtesy to contact us in any way. As you know this is a breach of the tour operator's code of conduct and we are referring it to ABTA and our solicitor.
Yours sincerely

Helena Leary has passed on a request to deal with the case of Mr and Mrs A'.lstin wi"!.o have been making life difficult for us. After having been moved to the Hamada they no.... find the catering inadeq~ate. I 've svoken to Patrice Visseyre, the food and beverage manager, who has done his best to cate= for their strict vegetarian habits. They are complaining that they have had to pay an ext ra $8 on the a la carte menu bue this is normal practice. They have instructed their bank not to honour the cheque which made ou t when they transfe=red to the Hamada. They are now th~eatening legal action. In my opinion they do not have a leg to stand on. It is true that the air conditioning was not functioning but this was rectified shortly after their arrival and we have done everything we can to meet them halfway.

Hotel Hamada, Bodrum, Turkey
Fax: 90 024 Bb47382

To: Hr Massey, Manage~ Customer Relations From: Helena Leary , TOUr Representative, Bodr~~ Re: Mr and Mrs Austin Date: have ~ecently spoken with two irate clients who feel that the Hotel Scimitar is substandard. I have not been able to deal with the matter myself due to pressure of work but they were given a sea- view room after ~aking their initial complaint and have now been moved to the Hamada.

Facsimile cover sheet To: Mr Massey

Company: Cheapside Tours Fax: 44 932 880552
From: J . Austin of 75, Si lver Birch Lane~ Newton, Essex CM34 9AD at present at: Hotel Hamada, Bodrum, TUrkey

Fa)(: 90 024 8647382

Date pages includin9 this cover page: 1
Dear Mr Mass-ey Your local representatives and so-ca.1led customer relations department are either incompetent or unconcerned.

They have mentioned noise leve ls but this is the first time we've received any complaints. The vast majority o f guests seem to enjoy the nightlife when on holiday. As the H~~da is more expensive I asked them to make a payment of 50' of the excess rate. I've informed Pamela Watson, the Area Manager.

Ms Leary ~ould not be bothered to insped the Scimitar Holel despite its being only a five-minute walk (rom her offices. Nor would she supervise our transfer to the Hotel Hamdda.
Given this behaviour we were not surprised that your senior management faifed to telephone as promised by your seaetary The Hamada is marginally better than The Scimitar but the standard of service is poor. It ;5 certainly not 'a superbly appointed hotel, the perfed choice for discerning guests who seek deluxe comfort in a tranquil setting' as described so misleadingly in your brochure. I am about to fax my bank to stop the cheque which I was required to make out to cover the more expensive rates at The Hamada We have no intention of letting this matter drop until we have received full compensation for a ruined holiday in circumstances which at best are negligent and at worst fraudulent. Yours sincerely

2 Who are the following? CLARKE. MURDOCH " W HITNEY

Pamela Watson Patrice Vissey re

What are Mr and Mrs Austin complaining a ou.
extent do you think they are justified? Helena Leal)! b
t? That
0 W

yare the Managing Director of Cheapside Tours an~ ou . ' tation but. at the same time, anxious to malOtaln y.our repu t ff On the basis of the above . ou have confidence 10 your sa. y d 'de what to do next and then write to correspondence, eCI
the couple to tell them your decision.


Descrihing hotel facilities M aking and answering enqu iries Serting ra res
I-liS H OTJ:::lS: \Vhat is .lhsolutdy c ~H' nti<1 1 i,~ the cor (~ _
must be Iwrfc ct. Then \\ h,)t I i:xp ... t.1 of

Work in groups and discuss these questions. a What do you expect from a good hotel?
b Which of these do you consider the most important?

w (,ll -

t'(luipp<,d roolll with all lb,: I'; l('i)ities ('xp('(kd h, tilt' t'U~t (>lll<'r. T hotd is til<' t"irde Jround th is
roum .~Udl .I S llh'd ing f,wilitie s, h.m(lu t't fa dlitit's, h,II' and rd.lXaTion

art'as which fo rm th l ' first eirel", .lround the ('orf' . W hat I ('xPt', t ;l n~T Tlut is the alllhk IK l', the (ItJ a lit~ o f ~ ef\'iu' and what [ t;all the
int,lngi hl c-s . Tlw t'w;tomn go,',~ from tho.' outside ring into th e l"rl'


facili t ies



h('t'allsc he (,xP"t"t.~ the co re tu Ill' thlTc . I du not think p ....Jpic ~t.lrt wilh the cor(: . They star t at til(' int.1ngibl<, ,lIlt l til<: ady.mT,lg' of Hilton is it dOt'S ha n~ ,111 int,mgibk I'klnl'nt around!llt" to n'.

Reading 1
2 Work with a partner. You are going to read about the organisation of two hotels, as described by thei r respective managing directors. Student A read the opinions of Tommaso Zanzotto, Chairman and Chi ef Executive of Hilton International on the right. Student B read the views of Rich ard Williams, General

STA I; F :

th ink tilt" most important thing for sta rr is attitude

AttitlHk :1SS llm t'~ you hal(' the right tools Il l ,h ind YO!!. For in',
thl'f(~ j)llJ~t he the right dwck- in sy~h~ m .'II rn.:c ptinn and roo l1l ,,,,' ]"\' il'<;;

must h,we the right hack -up.

:-0 tv

lilt', .ll!itud<, is tht' IIL, t ingredient

but not the only ingr..di t'nt. I st.lrted Ill )' ("art'c-r in a trd\d agl'ncy in

Milan \\h u l I \\".IS sl;\~'nt<:t"n . \Vlwll )U U go into the .Igc'n<;) ~o\l ljk e th,~
st,lll" 10 ;l~k how ru u ar.; t.' \~' n if they ha ll' :,lrrady d OIl t' tklt 1 SO timl' S
th nt

Manager of Sandy lan e, Barbados, on pages 112-113.

When you have finished reading your t ext, as k your partner questions to find out about: the good features of Richard Wi lliams's hotel. the staff. the room-pric in g policy. his favourite stay at a hote l. w hat he dislikes at a hotel. w hat he would like to see happen in the industry. Answer your partner's questions about Tommaso Zanzotto.

day bt.'C.HlM; it is ,1

uni(lu,~ ""periL'nce to you . It i" a tough joh . [

rtTogni st' it is no\ l'asy . T he hu ma n touch - IMrtieularly in the h()r.. 1

l)lls i n,' ;;'~ . that i,~ o ne plan' l"tlm p lltl'r~ \\"i ll llt'HT tJL:L' on:r

RATES: P r idllg mll~ t be a 1 0(',11 str;llt'gy in

is. [ am agaimt dis<"ounting just fo r the ~ake


01 what the hOh'l

or k<'{:pi ng thL' (:ustOrlllT .

in ~ tanc c

Th<.-n: is a prit'e for a product <Inti the ,'llsto nwr m ust pay that in ord ...'!"

for Ihe q ualit y o f .'rvi n : to h<~ nl.lintaillt,tl. [ do not hclinc in giYing


an imprt'.' l'io n which is tlirr.'rent fr '-,m n'alit ,.. For

mikag<, progranll1\('s - .< onwbo,ly i, paying fo r lhcs(' .s nllll,\\'lwn' ,11lt1

th,lt is not Llir on the l'llstOIlH'I", but compditio ll rnako you do things

,,hich you do not think art: nl' ceS$Jril y righ 1. If I find ,1

do th;,\. I d o not ha n :
( )f

~ (Ill1lior\

I will

,I magic so lutio n. Bllt I hdi<.- n : thJ! all the zilli on~

miles w hil;h \'"i~ t all on'r tht, \lorld, sOlllr hody w ill par /01' tl1t'1ll

.l Ild it w ill not he th ~! sh,l rt,ho ldt'rs. Thl: {"()st wil l pa ss through thl'
~pkIll th rough di tferent pricing Jncd1.lni~m s . Tlwre is no sudl thing a~

,I frt T Ill IKh . Loyalty must IX' built 011 lrU l~ rc-Jations 1',1111('1" than the fad

Speaking 1
3 Discuss these questions with your partn er. a Where would you prefer to stay - at Sandy Lane or at one of the Hilton hotels? b What are your best and worst experiences at a hotel?

) tH l

h.H': a fe'" miks frolll nH'.

FAVOURI TF STA Y A T A HOTEL: Cl u h Mcd in Bali. A

combi nation o f lH'nts ("onlrihu lt.'d 10 this ren' lIl' ~tJ.y. Om' \\-'l.~ thL~ fad I "'as dl'H1gi ll g jobs so I was 1"0.' 1-)" rela".-tl a nd it " 'as al so Illy t,,,,:nt)"-

fifth wedd ing anni\<"r.sMY. \Vhat \\ ,IS parti C"ulJrl ) good wa~ t h(~ Jrn].i,'nce .md th.; pk a~.)nt ,ntilLl<J" o rth<~ stall.
DISLI KES: Th.: hotds I <i l ) not like arc thl: OIl t'S \l ith no p,'rsol1.lli t)" (,r tla vour o r any thing J,)(",II . If tl11'rc an, ')m.~ hotels in ou r gl'o up

"hich Ill'ed to Illm'c .llong route II'(~ w ill do something. O N E WISH FO R T HE INDUSTRY: That gOI"<~ rnrn l' nt and soc iet~.
rt'dlistC tr.1\("] and tourism i~ ,~lI('h

po \\tTfll l econo mic d ri H't". It Ius 10

(from Tr,m~i 1",1, /.: (;<J ~ ,'I/c)

\)(' tJh' n into ".:rious planni ng ('onsidl' l".J.t ion ill ,Ill cou nt ries.

4D Hote l Facilities
Vocabulary 1
4 Which of these facilities would you expect to find in a deluxe hotel such as Sandy La ne or a Hilton Internatio na l hotel? Are there any you wou ld add to the list? Is this the same for all co untries?
trouser press cable television in room ornamental gardens li ve entertainment lift free garage space beauty salon tea/coffee-making faci lities air conditionin g DD telephone outdoor or indoor swimming pool disco flood li t tennis court sauna + jacuzzi gift shop newspapers


Language Focus
Adjectives and word order
Adjectives can be divided into a num ber of categories:
Qualitative: these adjectives identify a quality that someone or something possesses.

an attractive area a double bed

a famous hotel a separate entrance

a cheap room a single room

a pl easant stay a bridal suite

2 Classifying: these adjectives are used to classify the following noun. Classifying adjectives are not normally gradabJe. We cannot say entrance is separate or it isn't; a bed is a double or it isn't. 3 The normal order for adjectives is:

"a very separate entrance or *a very double bed. An

o qualitative e classify in g:
a small f urni shed apartment a special free offer 4 If there are more than two adjectives in a phrase, the order is: a pleasant rural setting a large double bed

o subjective opinion e qualifier (size, age, shape) ) colour e origin o what ki nd? w hat for? e head noun
an exq ui site M ing-dynasty porcelain

what the noun is made of


a beautiful antique china rose bowl an out-of-the-way resort

5 Compound adjectives are formed by join ing two (or more) words w ith a hyphen: an up-market hotel self-contained accommodation well-appointed rooms

Put the words on the ri g ht into the co rrect order to complete these sentences. a We ate some b One of the guests stole o ur c In t he lobby there was a d The cook's look in g for a e ~ Each room has a local excellent dishes seafood pot antique silver pepper writing Flemish heavy sixteenth-century desk bowl large red salad plasti c red-and-white enormou s superb bedside Japanese lamp

2 Match the words below to make compound adj ectives. Th en add a suitable noun of your choice to each one. ai rseason wellm inute selftim e new audiocu t eq uipped lastpartbuilt contained visual conditioned price


3 Write a short descripti on to be included with each of these photographs in a leaflet publicis ing the hotel.

Stress in compound adjectives



If an adjective is used before a noun, the stress is usually placed on the lirst part 01 the adjective. Listen. a 'self-contained fl at on the seco nd part: a 'well-furnished lounge

44 Cypru s Street
London NI 1ST Dcar Mrs Adams We refer to your kin d kIter and thank you for your interest in the

But if the com pound adjective is used after a verb the stress is The flat is self-con'tained.

The lounge is well-'fumished.


Enclmcd please fi nd the requested b mchures about the GRAN D HOTEL

Where is the stress? Say these phrases and sentences. Then listen to the tape to check your pronunciation.
a much-travelled woman a new ly-wed couple a wo rld-famo us brand an easy-going atmosphere The bar is air-conditioned. The conference room is well-eq uipped. Th e furniture is old-fash ioned. The food is all home-made.

Please do not hesittlle to con tact mc personally if you have any questions tance to you and \I,e would be ~'ery pleast."tl. or if "'e can bc of any assiS to welcome you at the GRAND HOTEL BERLIN in the near fUl ure Y ours ~ incerely.

GRAN D HOTEL RERU N Maria Wamneboldt Rcseryati ons Manager

Reading 2
6 Mrs Adams is planning to visit Berlin for the first time and
has written to four hotels asking for information. Here are the lour replies. Which hotel do you think she is most likely to be interested in? Give reasons for your choice.

IGreat Eastern Hotel

Toleranz Str., Berlin
Dear Mrs Adams, Thank you for you r letter and your interest in ou r ho tel. Enclosed we send you our hotel brochure w ith the price li st. The Great Eastern Hotel is situated at t he famous corner T oleranz sfr, an d Unter den linden near the Brandenburg Gate, We have 320 rooms, one restaurant, 3 meeting rooms for up to 45 persons and a lobb y bar. For your reserva tion you can call ou r booking offic e by phone 6743

28 1 or you can send a fax t o t h e number 6743 678,

We wou ld be happ y to welco me you in o ur ho tel.

Lindenbaum Hotel
Mrs Adams 44 Cyprus Street London N1 1ST England
Ttl n U l l ~J
f ". 27 12211 6

Morgan Althaus Sa les Manager

Sehr geehrter Mrs Adams, ich freue mich, daB Sie unserem Haus so groBes Interesse entgegenbringen. Gern ubersende ich Ihnen unseren Hausprospekt. In der Hoffnung, Sie bald als Gast in unserem Haus begrOBen zu kOnnen. Mit freundlichen GrOBen,
Mrs Adams 44 Cyprus Street London Nl 1ST

I Goethe Hotel I
G" uhm,,,jlt 19,7. 107/3 B"Ii"7i:ltj,,,,; (030) 87 97 19 Fu: ( 030) 87 OJ}6

Angela Badel Reservierung/Verkauf

Dear rvlrs Adams, Thank you very much for your interest snov.n in our hotel. Enclosed you w ill find our hotel brochure and the room rates, Inside the brochure you w ill find the restaurant, but this is closed, We do only serve drinks at the reception, You asked about other facilities sucn as litness room, conference halls ,md restaurants. But w e have none of these. We area middledass hotel w ith 40 rooms and vIe don't need these facilities. I am not sure, if you leally mean our hotel? Because your questions 1 001::. like you el<pected a first-class hotel. Arryway, I hope to w elcome you in our hotel, w ith kindest regards.

C I ,,,e,:tr

Q) Hotel Facilities

Writing 1
Describing hotel facilities

7 You are the Reservations Manager at

a large hotel in Berlin. You have received this letter. Reply using the information below.

School of European Studies 5, Rolfe Street


WC2 12X
Dear Sir/Madam,

2 December

The above-flam d' . . e JOstHute IS intending to h ld . on "The Secret Services of P (C . 0 Its forthcoming conference OS - ommumst Bum ". B . N ovember next year. pc In echo from 27-30

your facllJI'Jes and ta riff: t i . e with a descnptlOn of s or approximately 100 delegates.

I would be grateful if you would let m k . .. e now whether h m a POSHlOn to host th' C' your oteJ would be . . . . I S conJcrence and provide m ' . .

1 look forward


hearing from you.

David Murray

Conference Coordina tor

17 air-conditioned conference rooms (1400 7 seminar rooms single and double rooms and suites, all air-conditioned with en-suite facilities views over gardens/historic sites swimming pool. sauna 4 restaurants and bars multi-storey car park (240 cars) price for 100 delegates (full board + conference facilities)

simultaneous translating/ interpreters' booths

x 3 days



Pricing policies
8 Work with a partner. At the beginning of this unit you read about two different hotels - Sandy lane and Hilton International. Discuss these questions.
a W hich do you think was the most expensive to stay in? Why? b Do you think t he price of a night's stay is the same for aJi

c How does a hotelier fix the price of a room?


Listen to Nick Patterson, who is Manager of a large london

hotel, and answer these questions.

Section 1 a Nick mention s four different rates. What are they? b Under what circumstances wiJl he allow a discount? Section 2
c How do British tour operators do business w ith overseas hoteliers?

Section 3 d If overseas tour operators cannot fill their all ocation, what does Nick do? Section 4
e What do British hoteliers do to maximise sales?

Vocabulary 2
10 At one pOint Nick uses the expression supply and demand. There are many fixed expressions in

English which have two words linked by and. The order is fixed - we cannot say ' demand and supply. Read these sentences and decide if the two words linked by and are in the right order.
a It takes us three months to negotiate all the terms and conditions. b The contract hadn't been signed so it was void and null. 9 I don't have all the figures and facts with me but we had an occupancy rate of about 90 per cent last June. h I have to get out of the city from time to time to get some quiet and peace. We have to keep the reception area looking neat and tidy or it creates a bad impression.

c The carpet in the lobby has to be of good quality to stand up

to the wear and tear of conti nual use. d A whisky, please, and a tonic and gin. e There are no hard and fast rules on discounts; they vary according to the type of clientele. It's not easy to open a hotel; there are so many regulations and rules to co mply w ith .

Every year the auditors check our profit and loss accounts.

k Our reservation system isn't scientif ic. It works more by error

and trial than by anything else.

4D Hotel Facilities
Speaking 2
Negotiating a group booking
11 Work with a partner. Student A looks after the business travel arrangements for an international organisation called ATLAS. Student B works in Reservations at the M aple Leaf Hotel. Student A read the text below. Student B turn to page 113. STUDENT A Read the information below and then phone your partner at the M aple Leaf Hotel to make a booking. Make notes. You w ant to book rooms at a ho tel for a co mpany meeting and trade prese ntation involv in g a nu mber of executives f rom yo ur
overseas subsid ia ries.

You have recently seen an ad ve rti sement for the Maple Leaf Hot el and are goin g to ph one the hotel t o make a boo kin g, prov ided th at the faciliti es meet yo ur ex pectations. In all, seve n members of staff w ill need accom mod ation for fi ve ni ghts f rom Monday 10 July. Three of them w ill be acco mpanied

by th eir w ives.
Yo u wil l also need t o book a co nference room , incl uding lunch, for twen ty-five people f or 11 and 12 July . Yo ur basic requirements are that: t he hotel should be close to public

th e rooms should be of a good

stan dard w ith private bath a nd so o n. th e staff should be a ble to re lax in

pleasant surrou ndings.
t he business f acili ties sho uld be spacio us, p rofessional and


The trade presentati on on 11-12 Ju ly is very importan t as ATLAS w ishes to show potential customers f rom all over th e wo rld t hat t he co mpa ny is successf ul and knows how to treat clien ts we ll. Yo u want t o know t he price of rooms, group di scounts, the charge fo r the hire of busi ness meeti ng faci liti es and the method of payment.

Writing 2
STUDENT A 12 Write a memo to your boss outlining what has been agreed with the M aple Leaf Hotel. STUDENT B Write a letter confirming the detai l s of the reselVation made by ATLAS.

The names of the perso nn el to stay at the hotel are:

Ms Patty Bowe n, M rs Maria Spada, Mr Ph ilippe Trud eau,

M r Sti g Joha nsso n, Mr a nd Mrs Bohler, Mr a nd M rs Aki ra

Nakamura, and M r and Mrs Andreas Gryllakis (not arriv in g until 8 p .m.) Your address is 10 1 Welli ngton Street, Ottawa, Canada, K 1 P5TI Tel : (613) 23 8 5347 Your cred it card number is: 453 1 78629413. It expires in April next year.


Assessing new ventures Promoting hotels

Prev iew
Work in groups and discuss this question. What factors does a hotel chain take into account when choosing a site?

Listening 1
2 Kelly Cooper, who works for Austral Tours, is at the World Travel Market in london and has stopped in front of a stand promoting holidays on the island of Tioman, Malaysia. Listen and take notes on accommodation and facilities. Use these headings:


Writing 1
3 After speaking to Ludwig Szeiler, Kelly Cooper sent a fax to the CEO of Austral Tours. Here is the beginning of the fax. Complete it.

To: Cathy Mays, CEO, Austral Tours From: Kelly Cooper Date: 07/11 No. of pages: 1 Subject: Tioman Dear Cathy,

This morning I met LS from Tioman Promotions. What they have to offer is as follows:

El Selecting Locations
Pronunciation of the leiter;
4 Work with a partner. Decide if the letter i in each of the words below is pronounced I 01 I as in time, II I as in rich or I I: / as in key.
Put the words in the box into three columns (according to the pronunciation of the underlined sounds).

Then listen and and check your answers.

island franchise





biplane heritage

Sri L anka



0 5 Read this postcard aloud paying particular attention to the pronunciation of the underlined words.
Then listen and check your pronunciation.
Dear Joyce.
rm 5t:a)oing here on a minute tropical

island off the """% of Fyi.ltta""" ninety minutes to get here by biplane and i5""'Yremote. Peoplecome here for a few day!; to ..;,.; d""" and relax. It'. ""'Y hot ..;tIl ""'Y 1it;tJe ..;,.; or oI1ade to keep the temperature """'"- I spend most of my time 6tJnlnrthing.
"'Yevening they organise live mtertainment at the hotel which;5 very enjoyaf:M but I ~ldn't want to live here pmnan<ntly-there'. not/ling to

91, Bognor Road Newtown


do! See you ooon. lDve. Monica.

Speaking 1
London, an established tourist destination.
6 Work with a partner and discuss these questions. a Why d'o tourists want to go there?

b Where do they want to stay? c What factors do they take into consideration when booking a hotel?
7 Work with a partner. Look at these possible locations for a new hotel. Discuss the advantages and drawbacks of each site. Decide where you would build your new hotel in London. Then compare your ideas with others in the class.


8 Read this article about Docklands and answer these questions. a What are Dockl and s' stren gths and weakn esses for tourism development? b Wo uld yo u advise a hotel chain to in vest there? Why? Why not?

Docklands turns its attention to tourism growth

the mi gh ty Canary Wharf Towe r. is the new fa ce of touri st London. Th e London Docklands Devel opment Corporation, through which the Government's g rant fundin g for the area is channelled, is "ex tremely supporti ve of the London To uris t Board initiati ve" according to Sunny Cr0l1ch. it s dire ctor of marketing and public affairs. " London is th e premier gateway for visi to rs to thi s country - a nd we mu st mak e sure we do not lose that p()sition," she says . "Dock lands are not top of the attractions visitors want to sec. althou gh Engli sh Touri st Board surveys show LI S 10 be about number six o n the li st o f prioriti es. a pl ace visi tors go to on th e ir second or third trip. What we have to offer is a new fa ce.


Our co mmuni cations links with the rest o f London are also good. We have the D oek lands Li ght Rail",:ay, buses ~nd , by nex t May, we will have completed our road programme when the Limehouse link is o pen ed . And the DLR. which now operates between Mondays and Frid ays, w ill open at weekends from next summer:'

Airport success
And, of course, there is London City A irport, which now has connections with seven major European cities, Its popularity is rapidly improving - but we Briti sh see m slow to rea li se its adv,mtages, as some 80 per cent of its passengers arc inbound. Prev ious criti cis ms that there are few shops, restaurants, pubs, wine bars and so on in the area are no longer valid , add s Sunny Crouch. "Terence Conran now has three restaurants on the south side and in the ne wer area there are at least twe ntyone shops, plus half a dozen pubs, restaurants and other places to eat and drink," she says. Furthermore. there are now more than 1,000 hote l beds in D oc kl a nds , including th e n ew Scan dic Crown a nd Internation a l Britannia hote ls. " Dock land s attracts over 500,000 visitors a year," say.s Sunny, "antl, in tourism terms, we have an important cluster of attractions . We are finding that visitors pick up the Docklands Light Rail way at Tower Bridge. take it ri ght through Dockland s to Island Gardens. then w alk through the foot tunnel to Greenwich and take the boat back. That way, they get the best possible view of what we have," The Docklands development story is far from over. "We ha ve plenty of land in the Roya l Do cks area and we are looking for touri smlIeisure type developments for this because we feel that in the present climate we don' t need any more office schemes," says S unny . " F o r exampl e. there is the London Dome project, to create a magniticent covered bowl for sporting eve nts, conferences, concerts and so on." Finance, it seem s. is almost in pl ace for this ambitiou s project - with the backers undeterre d b y the failur e of Olympia & York . developers of Canary Wharf, where, until it was temporarily closed follow in g an attempt to plant a bomb there, the tower (the tallest office building in Europe) was attracting 5,000-6.000 visitors every weekend, eager to see the unique panorama of London from its top fl oor.

" It is fascinating to show groups of overseas visitors, who have come to London w ith im ages of anc ie nt heritage and twditioll, somethin g: that is new an d modern. Canary Wharf, for example, i s prohably the wo rld 's lar ges t urban development project. "Docklands is an area that is dynamic . changing, as it ha s been over the centuries - and there is plenty for visitors to see. There is Tower Bridge , of course, with its walkways, and the new Desig n Museum on the south side of the river. On the north side, there is the Tower itself and St Katherine's dock.

(from Tourism Enterprise)

Cf) Selecting


Formal and informal language
9 In formal situations big and a lot of are often replaced with

Listening 2
11 The Far East Investment Group is looking at hotel investment opportunities in Lond on and has recently comm issioned a survey fro m Lewis, Dupont & Kruger, a fi rm of independ ent consultants for leisu re and tourism. Read the letter th at accompanied their findings.

other expressions. Choose words or phrases from the box to replace a lot.
For example: a lot of facilities = extens ive facilities


a great deal of

a wide range of
a b c d a lot a lot a lot a lot



Forth Street. London

of lan d of growth of tourist attractions of interest in the area

9 September

Choose words from the box to replace big. For example: a big bill = a hefty bill

Dear Mr Pang. We are pleased to present our study of the proposed FEI G hotel developrl'lent in London . As is customary w ith market studies of this nature. our findings are only valid for a limited period of time. The estimates are based on the most reliable evidence available at the present time. We look forward to presenting the study to you arranged at the Hilton Hotel on 27 September


handsome large-scale

a a big refurbi shm ent b a big change in market demand

c a big lobby
d a big profi t

10 Work with a partner. Which sentence in each pair would be more suitable f or a formal report? a You asked us to look into the id ea of putting some money

Yours sincerely,

into a hotel development. b We were asked to in vestigate the potential of investment in a hotel develo pm ent.
2 a Our preferred locati on is in dose proximity to Canary

/ ((!JJ!

'Jil I ~'7

Milton West

W harf. b The place we liked best is ve ry near to Canary W harf.

3 a Lots of hotels in the subu rbs had to let peo ple pay very low rates to get enough business. b A subst anti al number of hote ls in the suburbs were o bliged to charge exceptionall y low rates in ord er to ac hi eve an
ad~q uate volume of busin ess.

Listen t o the representatives of Lewis, Dupont & Kruger

presenting their findings to a meeting of the FEIG and take notes based on these head ings.

4 a Demand has begu n to improve and increased reven ues are begin ning t o compe nsate for the Jean years. b Demand has begun to pick up and bi gger revenues are begin ning to make up for th e bad years . 5 a This section is about t he way we work ed out the f igu res, the things we took in to account and th e w ay we we nt about getting an approx im at e idea of profi ts in the f uture . b This section detai ls the calculations, assumptions and methodology w hich form the basis of estimated profit projections.



Language Focus
Read this extract from the study you commissioned concerning the construction of a new hotel

in london. Note the way in which the underlined words are used.

In recent years, hotel development in central London has been hindered by restrictive planning policies, lack of suitable sites and high building costs. Howe ver, there is now growi ng pressure from hotel chains wishing to develop, and several sites have been earmarked for consideration. Furthermore, the British Tourist Authority has forecast a shortfall in hotel accommodation by the end of the decade. As a result, it is our opinion that the time is ripe to invest in the constmction of a 300 bedroom, three-star hotel to meet what is forecast to be a signiticant shortage of bed space.
Which of the underlined words: introduces a contrasting point of view? shows a consequence? introduces a new piece of informatio n?

2 Group the following words into the above three categories.

despite this on the other hand besides what is more yet thus hence neverthele-ss therefore in addition consequently

Complete the extract using the following words: secondly wh ile first of all furthermore

as a result
on the contrary

yet however


hotels to offer extremely competiti ve tariffs and (a) ... ... make a profit? There are

a number of a nswers. (b) ... .. . , slIch hotels, all built on the same pre-fabricated model, can make savings in constructiun costs. (c) ....... by keeping staffing to a minimum, using automatic check-in and providing self-service breakfasts, there are economies to be made in operating costs. (d) ....... budget hotels have standardised furniture and fittings which can be bought cheaply in bulk.
(e) ..... ,

the market for budget hotels includes many people with limited financial means such as

low-income families, retired people or touring sports teams. The growth of budget hotels has been the cause of some co ncern in the hotel market as many traditional one- and two-star establi shments are unable to compete. (f) ... ... , thi s concern is probably unjustified . Budget hotels have an educational role to play in introducing new sections of the popUlation to the habit of stay ing in a hotel. And (g) ...... budget hotels will continue to inlluence the market place and possibly take some custom away, qua lity hotels offering a high leve l of service sho uld not see these "competitors" as a threat but, (h) ....... as an opportunity to expand the hotel-staying public.

Speaking 2
12 Work in two groups: A and B. Group A works for The New Londo n Hotels chain. Group B works for Peake, Jones and O' Hara Investment Bank. Th e New london Hotels chain wo uld like Peake, Jones
and O ' Hara Investment Bank to invest in their projected new hotel in Docklands . Both sides have agreed to meet to discuss the viabi lity of the project. c

Selecting L ocations

b W hy does the hotel need such a large restaurant? How soon w ill they achieve a satisfactory room occupancy

d How do they hope to pay for the mainten ance of the health
dub facilities?

13 Discuss the argu ments you will present in the meeting.


Look at the papers for t he meeting and answer these

qu estion s.

Meet w ith the other group to discuss the project.

a Whe n do Peake. Jones and O'Hara forecast that

the restau rant w ill be maki ng a profit on lunches and dinners?

Projected New Hotel in Docklands

No. Rooms: 100 - all doubles with en-suite faci lities. Restaurant covers: 250 - to allow for special fun ctions. Res idents' Bar. Fitness and health club: free to residents and open to non -residen ts. 2 private rooms for functions.
80 60 40


low So!ll,.;on Mid ~_ High s..~n 1 Nov-3 1 Ma. 1 Aptil - lOJ"n" lJ ul~-310c1 Annu.. l br.ilk_n irot .. lS%



The plan is to develop special eve nts banqueting facili ties for local (,:orporate entertaining. The restaurant will be partitioned and partiall y closed when
not in full use.


.,;nne<. (in<, of-.i. ' ...... ")


Health Club Revenue

To cover costs of equipping, maintain ing and staffi ng, the health club membershi p will be offered to the local community and businesses.



100 50

o +-.,-~~~-~

= 150,000 PER



fam il)'

Fee 350 600 700 1.500 (per 6 members)

Projected no. yr. 1

100 80 30 20 134,000

Projected no. yr. 2

125 85 40

Projected no. yr. 3

150 100

25 185,000

corporate Total re,'enue


Writing 2
15 W ri te a report outlining t he decisions made at the meeting betwee n The New London Hotels chain and Peake, Jones and O'Hara.

16 Work in
groups. You work for

a consultancy group. You have

17 Write a full page advertisement

been asked to look at t he hotel investment opportun ities in your area. Discuss:

about your hotel for the local paper. W ri te and tape a radio commercial for your hotel. Write a report on new hotel investment opportunities in t he area.

a where it wo uld be feasible to bu ild a new hotel. b what kind of establishment it wo uld be (category. number of rooms, etc.'. c its faciliti es. d you r anticipated cl ien tele. e how you would advertise and promote the hotel.


Thing s
to Do
Giving tourist advice on loca l attractions and events

(,' Ii NAP }[

--(-- ...
j I





l ook at the map and discuss w hat visitors to Portsmouth, New
Hampshire in the USA can do there.


2 Read these extracts from a guide to leisure pursuits in New Hampshire

and choose one of the places in the box to complete each gap in the
text. Note that there are more places li sted than gaps.

, ,. . . ._._._.-..-

Wentworth by the Sea Golf Club 4 Seabrook Greyhound Park

2 Salmon Falls Stoneware 3 Science and Nature Center 5 Whale Excursion 6 5trawbery Banke

7 Water Country
8 Harbor Cruise

10 Portsmouth Maritime Museum

9 The Children's Museum


Think of New Hampshire's Seacoast and what comes to mind? Welcoming sandy heaches and warm summer sun? Or do you picture ocean crui ses . deep-se.l fi shing, (<'I mil y attractions, :l.Ild an abundance of tax-free shopping? Perhaps it's a fair, a jaa festiva l, or charming antique shops, fascinati ng museums, histo ric homes and a glimpse into this counrr}"s beginnings? Picture all these t hi ngs, and }'ou've onl)' begun to picture what the Seacoas t region offers. Portsmouth was the first colonia l capi tal of New Hampshire a nd its appea l is im mediate. T he ci ty incl udes a teo -ac re ou tdoor mu seu m known as (a) ...... , so-ca lled because in 1630 the fir st English settl ers chose the sire for their new plantation, naming it for the abundance of w ild fruit s they found along the shores of the Piscataqua river. Th e spirit of early Amer ican crafts is captured in (b) .... , prodw.:ed at the En gine I-louse in Oak Sneet. Each pot is hand-made and individ ually decorated wi th a trad itional or countr} design. (e) ..... is open aU year round and is packed with amusing hands -on activ iti es for toddl ers, including the Yellow Submarine, the Computer Cente r and Arts Area. fur the best family ollting ever? Over twenty acres of rides .1I1d exc it ing atrra..;t ions plu~ the huge wave pool, adv e nture r iver and octopu~ b lue l<lgoon. And if you want ro <:olllbinc b lu es and greens come to the (e) ., .. ,.. Thi s is more than a success ion of fairways, putting greens and b un kers, it's a w h ole snies of scenic experien<,es. The fifteen ho les present a unique c ha ll enge and an absolu tel y fan tastic view o f the spectacular coastl ine. Follow Route 1 to Odio rne St:tte Park, the at Seabrook Sratioll\ T he si re of th e (f) more than thirty exhibi ts and displays focus on th e Seacoast env ironment, and how Seabrook Station safely u ses uranium to produce electricity. Take a fascinating imaginary journey nearly 260 feet below sea level to Seabrook's coo ling tunnels. View local marine life in the ro uchpoo l and m:ea n aquariums - .111 this, a nd m uch more besid es . No visit would be complete witho ut 3. cruise on the open wate rs of the Atlantic Ocean. Sai l Out on a (g) ...... and get a cl ose -up of the ocean's great giants w ith expert commentary by an experienced naturalist.
\,(!hy not bring your f'lmil y to (d)

G) Things to Do

Vocabulary ,
ding in -mg

3 Can you name

Words en

these activities?

'-.:.. , hands-on activi'I's Ie ' a 4 I g attractions -, e activities and amusing Ihink 0. f so n Ih e passa e we re d d of excitmg me mor t haI you cau Id describe as rtner an . I Work wilh a pa " d exhilarating, , ming pOD , . g entertammg an d swim in a sWIm p


'" " " 0"' .tennis.. . .an .",,," relaXin court 'B. 5 We ct . .. .,,",.,

........ ," .=A~--b.;:i;;;g;

golf sk i bowlin g athletics
describing in Enghs

tfcootball camp

r;; ; ; :; ---;~~--~~ .,.;: ---~;~~ " . ~Irt


roo '""



, , , n Cenlre, WrIting local Tourist Informallo our area, Design a leaflel for ~ whal visilors can do In y
. . formation on.

Incl ude In

' onu menls,


museums, art galleries, . m tu ral beauty or h"storic I Interes . f outstanding na places 0 .. nd facilities. local amenities a

eating out.



0 7 listen to the message which has been recorded on an answerphone. Is it easy to understand? If not, why not? 0 8 Now read the text of the message and place a line where you thin k the speaker

Pausing and stress

should pause, and underline any words you think should be stressed. Then listen to

the second version of the message and check your answers.

Thank you for calling SELEKTABED hotel reserva tions. Unfortunately. no one is available the moment. Please note that office hours are 9 open from 9.45

to take your booking at

to 5.30 on Mondays to Fridays except for Wednesdays, when we are

to 5.30. On Saturdays we are open from 9 o'clock in the morning to 1 o'clock in the afternoon.

If you would like information on hotel availability outside office hours you can ca ll 0891 211402.
For reservations, please call us during office hours. Thank yo u.

Speaking 1
Answerphone messages
9 Work in groups. You work for a local Tourist Information

Centre. Your manager has as ked you to write an answerphone message for when the office is closed. He wants the message to include general information about the office and he would also like it to be possible to contact ou tof-hours call ers the next day. Decide what information you will need to give and how you will ask for the information you require. Write th e message and practise reading it aloud. Then record it on to a cassette and play it to the rest of the group. As you listen to each message, make notes on the information and instructions given. Which message (other than your own!) did you find the clearest?

G) Things to Do

Language Focus
Which of the following conditional sentences: a describe a usual state of affairs?

12 If you want a cheaper place to stay, you'd be better off at the Dolphin Hotel. 13 If you hadn't made the booking in advance, you'd be w ithout a bed for the night. 14 If they hadn't created the proper infrastructure beforehand, they wouldn't be hosting the next Olympics. 15 I'd be grateful if you cou ld fill in this questionnaire before you go.
2 To sum up, which ofthese is correct? a In English there are strict rules for the sequence of tenses in cond itional clauses and main clauses. b The sequence of tenses is not absolutely fixed and depends on what you want to say. e You can use any sequence of tenses in cond itional clauses and main clauses.

b talk about the past?

c make an offer? d make a recommendation?

e make a polite request?

describe situations wh ich are unlikely or impossible? 1 If you buy a travel pass, you pay less. 2 If you go to the Natural History Museum, you 'll be able to see the special exhibition on dinosaurs.
3 If I were you, I'd avoid the crowded areas.

4 If you had a car, you'd be able to visit the safari park. 5 If you'd been here last week, you'd have seen the carnival.
6 If I'd known you wanted a theatre ticket, I'd have got one for you. 7 If you have enough time, you might want to visit the old mill. 8 If you're looking for something really exciting, you should go to the Museum of Horror and Torture.

3 Other ways of making a conditional:

Unless you've other plans, you could visit the Museum of Science and Technology. You shouldn't get lost providing I provided (that) you take a map. Anyone is allowed into the casino on condition that they are over 18.

9 Should you have any problems, please let me know. 10 If you'd like me to phone them, I'll do it for you now . 11 If you'll just fill in th is registration form, I'll make the booking for you.

Fill in the gaps appropriately. There may be more than one possible answer. a If you . .... modern art, you.

h There shouldn't be any difficulty getting to Gbteborg ...... that the ferries run to schedule.
If you ...... now, you .... .. there before the match starts but I doubt if you ...... time. If yo u ...... stay for more than a week , you . .... better off getting a cheap rail pass. 2 If you were the mayor of your town/city what would you do to make the place more attractive to tourists? If it did become more attractive, how would you control the extra influx of people?

b The old Town Hall ...... if it ...... a tourist attraction.

c If you need any more advice, .
d If you ...... just come this way, . .... yo u where it is on the map. e If I ..... you, I ..... travelling in the rush hour.

I ...... told them that you ...... coming if I . beforehand.

9 You won't be able to hire a car ...... you've got a valid driving licence.


010 Listen to a conversation
recorded in a tourist office in Venice


and find the places that are mentioned on the map.

Li sten again and write down the intensifier which is used

before each adjective.

cheap popular convenient



-- ....

expensive reasonable
amaz ing

} }

places to stay

transpo rt
building g uidebook

good recomme nded



Speaking 2
11 There is a Portsmouth in New Hampshire, USA, and there is a Portsmouth in Hampshire, England. Work with a partner. Take turns to be tourist information clerks. Student A look at t he map and information below. Student B turn to page 114.

You are a tourist information clerk in Portsmouth, Hampsh ire, England. Read the information here and on page 87. Note the important pOints. Then answer your partner's questions. He/S he is a tourist.

Isle of Wight


Traditional home of the Royal Navy, now a world-famou s centre of maritime heritage



Henry VIII';; Mary Ros<:: sank in 1545 and was mise<! in 1982 - over 20,000 a rtifacts reeoyc rcd - hull ref.lored and conscn 'cd

Lord l\cl\on's tlag~hip at T raf:llgar. l li05

T HE ROYA L NAVY M U S E UM tells the sto ry of the sailors who manned Ihese sh i p~ through the ccnluri e:; - the aircraft carriers and miSSile-carrying dcstroyers - Th~ Museum is open daily. etccpt Christmas Day

Closing times: 5.30p.m. March to October; 6.45p.m. July to August

4i) Things to Do

Natural History Museum

Wildlife dioramas and geo logy of th e

Portsmouth area

Full-size reconstruction of Iguanadon (our local dinosaur) Riverbank scene and audi o-v isual di splays From May to September see British and Europ~an butterfl ies fl yi ng free

Opening times:
April - October 10.00 a.m. - 5.30 p.m. Nove mber - March 10 .00 am - 4.30 p. lll. Closed 24 - 26 December

~U CKLER'S do/p' eA
18th l.:l'lItury vilJage on banks of B -, 1

R D I'.

Recrearld as 18th C

cau leu '\..Iver

emur), ship-building village

Tells rh e story of village life

Nel son's ships built here

River cruises Picnic areas and riverside walks

~.':.~~~~fi~" ~:,:"~r.,,,.,,u .,,s.. c.,. s...,, ro ._n _l
12 Change roles. Student B is a tourist information clerk in Portsmouth, New Hampsh ire, USA. You are Professor Pitruezzella from Bologna Univers ity in Italy. Yo u and your colleagues have just attend ed a conference on pollution and the environment.

T ransporr b


P Ortsmouth bus station

Ask t he tourist informat io n clerk if he /she can suggest things to do during the day and eve nin g in Portsmouth. You have heard that you can see w hales off the New Hampshire coast. Ask if this is right. Ask if there are any good restaurants in Portsmouth, or must you make do wi th hamburgers till yo u return home to Italy?


the Past
Guid ing to uri sts rou nd p laces of interest

Work in groups and discuss these questions. a When was the last time you visited a museum? b What did you see there? c How was it displayed? d Why do we keep things from the past in museums? e What is the role of a museum in society today?

2 Read the introduction from a guidebook to the Louvre and answer these questions.

a What was the aim of the Grand Louvre project> b What was it that made people ve ry angry? c What is the pu rpose of a museum according to leah M ing Pei?

_1iIiiii~ 3


Listening "1
Listen to an expert talking about the reconstruction of the Neues Museum in Berlin and answer these questions.

a What are the choices facing the architects?

b How do the expert's views on the design of a museum compare w ith leah M in g Pei's?


Work with a partner and discuss how a museum can encourage visitors to keep coming back. Then listen to how the Neues museum intends to deal with tourists, and answer these questions.

a How does the museum intend to encourage the frequent visitor? b What wi ll the museum do for the groups on a thirty-minute tour? c How will th is help the individual vis itor?

d According to the speaker what are the disadvantages of museums li ke the Louvre?
Do you agree with the speaker's view of how a museum should be organised? Gfve your reaso ns.

HE DECISION TO tum the Louvre into the world's biggest museum was taken in the autumn of 198 1 by the French President Franc:;ois Mitterand. The challenge lay in turning what was basically a nineteenth-century museum into a modern mu seum equipped to handle the ever-growing number of people anx ious to see and learn ab out art. The first step towards creat ing the "Grand Louv re" was to create more exhibition space and to reorganise the collections, so that works could be presented both more logically and with more breathing space. According to a number of experts the most rational way to reorganise the mu se um wa s to use the area beneath the courtyard it se lf. This is just what the Ch in ese-Amer ica n architect leah Ming Pei decided to do. He had been named to design the project, without a prior competition being held, in March 1983. The architect's choi ce of a 71-foot high pyramid, albeit of glass, created a storm of protest. Many believed that this hi storic site was already "saturated with architectural ~ty le s .. ." I.M. Pei, who designed the striking East Wi ng at \Vashington's National Gallery, wanted to turn this historic palace into a modern museum . He wa nted to create something ali ve and welcoming, without destroying the history of the place, and he s uccee ded in persuading the a uthori ties to accept his transparent. reflecting prism. Pei is convi nced th at museums shou ld playa role in educating the public. With competiti on from so many other f{mn s of recreation, mu seu ms must be in vitin g enough for people to want to spend the day there. At the same time, the architecture mu st be functional, so that museums can offer bener service in more comfmtable surroundin gs. Even more important, mu seums should not on ly be a place to see art but, thanks to their arch itectural quality , should be an aesthetic experience in themselves.

~ Marketing the Past

Speaking 1
5 Work in groups. Describe your favourite museum or art gallery to your group. Tell them:
w hy you like it. how the museum attracts tourists.

how it copes with large groups. how the archi tecture of the building is used to show off the exhibits.

Have you ever taken a party round a museum?

6 The guides at both the louvre and the Neues Museum need specialised vocabu lary to describe the artefacts.
Work w ith a partner. Put t hese words into logical sets. Give each set a title. Add three words to each set. Which sets would a guide describing Ancient Egyptian exhibits in the Neues Museum need? Which sets would a gUide in the National Gallery in london need?

gateway coronet






helmet copper



portico scu lpture frieze etching watercolour column

facade gable spear pistol carriage cart

Writing 1
Descriptions of artefacts 7 Use the words in the box to comp lete this short description of the bust of Nefertiti.

The bust 01 Nelertiti. Look al the taunless symmelricallace enhanced by make-up lastelully applied to brows, .

8 Write a short description of one of these paintings.

----------ribbon flat-topped necklace eyelids

neck crown

lips graceful


When you visit a muse um , monument or art gallery it is a good idea to pick up leaflets, or buy the guidebook, in you r own language and in English. Th en you can study the quality of the translations (they're not always good !) and also learn any new vocabulary.

b a
Christi na of Denmark by Hans Holbein the younger (1538) Lord John and lord Renard Stuart by Anthony van Dyke (1638) M adame M oites Sier by Ingres (1856)


Listening 2
9 listen to the guide describing artefacts in the Pergamon Museum. As you listen find Athena. Zeus and Al kyo neus in

the pictures on the right.

10 Are these statements true or false?

a Pergamon was the name of a man. b The monu men t was buil t 2,000 years ago. e It has always been co nsid ered one of the wonders of the world. d Th e Gauls had come from Eu rope. e f 9 h The frieze sym bolises two victories. The giant attacks Athena with hi s serpe nt. The w hole frieze is painted in bright colours. You will see another monument.

Pausing and stress

11 Why is the speaker in listening 2 easy to understand? li sten to another part of hi s tour and mark where he pauses. M ark a short pause with I and a long pause with /1 .

Now let's follow the path of the gods and walk up the processional avenue towards the great gate ahead of you. Remember as you go past these lions that they were not only admired as wild, noble and free animals but that they also represented Ish tar, the goddess of love, the sky and of war. Ishtar was the patron goddess of the Babylonian army and the enormous ga teway that you are now approaching was named after her. The original decorations revealed much about the

religious life of the city. They showed that the avenue was decorated during the time of King Nebuchadnezzar II to mark the path of tile annual new year procession when statues of the gods were carried with great ceremony from a speci al banqueting house to tile main temple of the city. As the gods were believed actually to inhabit these statu es it was very important that whatever they saw should please them and so a great d ea l of effort was lavished on this processional avenue.

12 In spoken En gli sh we use stress, we want them to know.

pauses and pitch to draw our li steners' attention to w hat

New information is announced by a change in the pitch of th e voice. look at the follow ing excerpt from a guided tour of Prague. Mark your own pauses I and draw an arrow above th e words where the pitch rises . Practise saying the excerpt aloud. If possible, record yourself. Then compare your voice patterns

with those on the tape.

G06d morning, ladies and gen tlemen. ~ name is Teresa. Lft me first welcome you to our tour of The Kralovska Cesta or Royal Mile. This was the route which was taken by the Kings and Queens of Bohemia on their way to coronations or to festivities in Prague. We start here at the Powder Tower. It is so~ca"ed because it served as a gunpowder store in th e seve nteenth and eighteenth centuries. It had originally been a tower of the town palace during the Middle Ages. Let us now w alk through the

archway and into Celetna street which is named after the bread - the ca lt - that was baked here in the Middle Ages. On your left is the old mint where Bohemian groschen and ducats were coined. A little furth er down we will pass two houses that are part of Charles University, w hich was founded in 1348. It's the oldest university in Central Europe. Now we enter the Old Town Square. In the centre you can see a memorial to Jan Huss, the reformer.

49 Marketi ng the Past

Language Focus
Relative clauses

Rel ative clauses are used to make two separate

statements into one sentence. For example: This is what the Chinese architect. lea h Ming Peh. decided to do. leah Ming Pei had been named to design the project in March 1983. This is what the Chinese architect. lea h M ing Peh. who had

The Rosetta stone, which was found in 1799. enabled Champollion to decipher the hieroglyp hics. ("w hich was found in 1799" is extra information - it does not define the Rose tta sto ne, "That " is not possib le in a nondefining relative cl ause.) 3 Which of these is defining and which is non-defining? How do

been named to design the project in March 1983, decided

to do.



2 Relative clauses can be defining or non-defining.

The pyramids which / that were built up until the Third Dynasty were made of mud and brick, not sto ne. ( " w hich/that were bui lt up until t he Third Dynasty " identifies and defines a particular kind of pyramid.)

a The Greek goddess w ho represented war was called Athena, b King Charles IV , w ho was a Czech king and built t he famous Charles Bridge in Prague. must have been a good military command er.

Make sentences with these words . You will have

to add extra words.

For exam ple: Aph rod ite/G reek goddess/represen ted love and beauty

Ch/;rle5 6ridgtl 520.TI lc'g, 1 0m

on iG pillorskrw-ned ",'t!1 30 stat\lt'!/Flcct \'tI

so~\'t' ni rs

.,," de..te5~

Aphrodite was a Greek goddess who

rep rese nted love and beauty.

Alexander the Great/born 356 Be/father/King

Ph ilip of Macedon ia Alexander t he Great, w hose fathe r was Ki ng Ph ilip of Macedo nia, was born in 356 Be. a Tower of London/ 11th centu ry/built by W illiam the Conqueror/ both prison and palace b Statue of Liberty/American Museum of Immigration in base/seen by all visito rs arrivi ng in New York by sea c Taj Mahalloutside Agra/built as a testim ony to love d .cataco mbs/early Chri stians buried/a maze of underground passages e Assyrian King Nebuchadnezzar/ built the Hangin g Gardens of Babylon/o ne of the Seven Wonders of the Ancient World Mozart/father a violinist at Archbishop of Salzbu rg' s court/learnt to play t he piano/ t hree years old 2 Work with a partner and use the notes to w rite a tour of Prague. Practise giving your tour and if possible, record it and listen to yourself. Beg in your g uided tour 'Good morning lad i es and gentlemen. We're starting our t our of Prague today in the Old Town Square ....

Ol ~

TC'r\ll Brid; !.'

circa 13BQIG~llc

rr.uroi$l1)uilt rnfm
p:l1cr of Chllries

,,"" of ProsuelUned with



boroque fo~es

Th e Little Square!

founT!li~:;ve bes'

SG'u ore of tile
~i~1m: ~f th ~

W4ter in town

v'e"r\s cf R ~Il.

O'dTa\II-ll Ha:V


the ~ser ttJIIIn or-d PrDfue GCstie

AD 141Cl'

every hour

Old T OWM Si:jucre



Writing 2
13 You work as the local representative for Skyways Holidays in Sorrento. Italy.

Your boss has left this message on your desk.

You have the poster below on your wall. Use it as an example to design and write a similar poster.

JOIn us 011

A do} lflr ~ Ttl/oti and lkj"rJells1Vtlla JE$/e


dmt Uro,h lhr ybillc H,{(s kldlt f<Jflorilf'lic



Lllnch al a $mll[riJlkfliJ
Afternoon in {he
fTldJ-niflCtlll luwlJSana


!he htf6

,arJens b/1/11 In ISf1

Pmo l'OTto

!1aml iJllhf cascades alit/.Joulllilll/s. F.,clax In. lhc cool (jfress iWel/tllS. P(farl 8 a17. - Relllm 6.')0,,,, IB ,DDd) ltre See VtJ:i alluq/lOn!_, lidtls

~ Marketing the Past

Speaking 2
14 Work in two groups. Group A look at the text below. Group B turn to page 115. GROUP A You work as tour guides at the conference centre in Graz. Austria.You have been asked to plan a two-hour walk round Graz. Read your information. Plan your route. Prepare your talk. Give your talk to someone in Group B.

oz,. ko.rL- t.o.nzens Un:ve('$i~~_

-Fouflded IS'i!5 CIS Jesu": College/ ret>""l.!:: ~ l'\"",,,isso,nce s c':j ' ''' l~gO j 2.5 , CXXl sl-udOl'\ts o !tend

2 The C lock Tower-


dott1s f.-- 1556

'1 . R I'3r,""age

ofOorLod!j of COMForta l",o,\jS a ~I I,er.-/ d"stinac;on of """''' ~

i Mrre~iue.

iii Church

p' L9riMS I presen toc nu.rc l, "",de 1114- /

two 5p're.s

~~ 10. Cit~ f.rK !bunCo inSdeskJned and caSt f> r


Worl d

-Fa irl n 1 %,3/

two side pie ceS

now in fh r is

lI.cascle-b..:luro 1L;.i3/ qoi+lic. sfy 1 ejdovJ>le

spi('t)l Sro.i("CQSe..

s: Toe To",n Ha /I l~ q3 /"'pIQc~


neoc.\Qs~;'KQI to",n hn ll ~,:---,.~~~rAf

b\.li It: bee"""",,", I$zg and

t>""'/t IIf- 99


I~ . CochedrnL- a th_-ba.::led ....lIII!!!:- cat7>ed rnl ln the Go fi-loe >t:l /e/ Jl'-;I[!I~"

pa lace

pic.hife of- the s<:oWSe 5

6. Londhous-presO<\t - d"'j of prbvinc.jaL ",o...",.,,....,,,,,t;-

Church cOfTIrnemoro \; i "'3

of God on side of


re...,delled ~ DOMenl'co dell 'Allio In 113 57/ Renaissance

atta,-R, b::J t he T .... r RS

$no"" n as tl,e invaS Ion of-

the Blo.L\I:. Deathj

tne locust.s
, . Resionul A"""a L - worlds Ia.t'l:Je 51;historicaL armou"d / 30, 000+ harnesses a.nd wea.pons ~ 1 61+ n"' C""b~

""o9 n;f,'cent a.rca.des

cowl::yord s...rrou.nded b j

15 Collect information about your local area and design a guided tour for a group offoreign students

visiting your town. Or choose a museum you would like to visit and give a talk on one of its exhibits.


Work with a partner and discuss these questions. a How are business travellers di fferent from other travellers? b How can an ai rline cater for their special needs?


Describing a nd promoting business a nd conference ven ues

2 Read this article from the business travel section of a British news paper and answer these questions.
a What is it that airli nes cannot " have both ways"? b How easy is it to get an upgrade? c Why w ill it " count as no~ght " if a t raveller is weari ng jeans an d a T-shirt? d How can a busi ness travel agen t help? e How could a bu siness person try to get on the 7 p.m. Concorde fl ight from London to New York? Why should a business trave ll er try to si t next to noisy chi ldren?

Promotion to the rank of Flyer First Class

HOW EASY is it to get an airl ine upgrade? Obviously
it is happening all the time - how else would business

On th e ve ry compet iti ve tran satl anti c rou tes, however, il is a different story. Both US and British carriers - and certain European ones - are keen to w in
busine ~s.

and sometimes first class cabins be full so often?

Airlines ca nnot ha ve it both ways: they cannot bemoan the ir low yields and losses yet claim that the

albeit not at any price, but at a cost wh ich

might encourage you to tl y with them again. There is

cabins up front are full of bona fide full -fare pay ing lravellers.

no more powerful ince nti ve for a business traveller

tl,an the lure of an upgrade up the aircraft or the Holy Grail - an upgrade to Concorde. BA knows full we ll the drawing power of Concorde and does upgrade certain executives when appropriate to this speedy, if not exactly comfortable, sovereign of the skies. But while
tran ~ atlanti c

But when the cheapest economy ticket price on the transat lantic route is between nine and te n times
cheaper th a n for a business c lass ti c ket , many
executives have no o ption but to fly economy and

hope for an upgrade. Some carriers are known for their s tring e nt approach to upgrading. Most Far Eastern carriers,
such as Singapore and Malaysian Airlines, are loath to

upgrades are sought for the

comfort th ey pro vide, upgrades to bus iness class flights are more status sy mbols than of real practical benefit on short-h op European fli g ht s. So w hat strategy should the savvy business traveller adopt? A seven-point programme co uld be:
1. Dress smartly - the single most important rule.

upgrade unless there is no other option. UK tra vel

agents suggest this is due to the importance of status in the Far East and the granting of it to those who have earned it. i.e. , paid the fare.

You may fee l it is more comfortable to travel in

e Business Travel

tracks uit

and it is. if you are sitting in

spec iali st business travel agent . there may be dea ls

economy. But w hatever else you may have going for you at the check- in it wi ll count as nought jf you are wearing j eans and a T- shir t. For men thi s means weari ng at least a jacket and tie at the check-in . For women, a smart suit or dress is required. Once you are on the plane w ith your upgrade it does not matter what you wea r.
2. Join a frequent-fl yer programme. This is the

that offer effective upgrades. Airline Ticket Network (0800 727747) can often find business class !lights at
the same price as you would pay economy on another

airline, thou gh you may ha ve to fly Air India or Iceland Air. If your company will pay for first class travel but
nor the supp lement for Concorde, try A ir France Concorde instead: the fare is equivalent to SA 's fIrst

simple st and most painless way to get an upgrade. US carriers. saddled w ith many millions of unclaimed mileage points, are happy to let yo u use some of them on an upgrade. BA always g ives fi rst upgrade priority

class price, although you have to fly to Paris (!light included) to catch the supersonic jet. 5. Check in late. Experienced users of this system
arrive just wi thin the all owed check- in time in the

to its silver and gold Executive Club members. These

cards are onl y ga ined if you are a frequent fl yer anyway and so SA reco g ni ses yo u de se rv e any upgrades going. If upgrades rather than free fli ghts are important to you, join a scheme that is most likel y to

hope that full economy or business class cabins might

get them either into business (with someone else

bumped up to fi rst) or into first class itself. Some ve ry

experienced and determined upgraders try this w ith

BA 's 6.3 0 p.m. daily flight to New York from Heathrow Terminal 4 on the possibility that they may get onto the 7 p.m. Concorde fl ight.
6. Be confide nt. Those executives arrivin g at the

hike you up the cubi ns.

3. Use a business tra ve l agent. Earlier this year
Wagonlit'i Travel ran a special promotion with United

Airlines which meant that all United fli ghts booked through the travel a genc y were automatica ll y upgraded. It is worth checking with yo ur business
trave l agent to see if any similar deals are in the

check-in desk brimming with conlidence will often give the aura that they s hould be upgraded.
Unfortunately for women, this is more of a sex ist male

ploy to predominantly female check-in staff. 7. Keep trying. Even if you fail to be upgraded at the check-in, the savvy traveller knows that all is not
lost. It helps sometimes to be seated next to noisy children in economy. Get out some work or, better

Booking through a big agency. moreo ver, should g ive yo u a bett e r cha nce. Gi ve n the vo lume of business that the multiple travel agenc ies place w ith
the airlines, th e n they arc usually wi llin g to g ive

still , a portable computer and look busy. Then, while people are still being seated, ask a flight attendant if
you can speak to the senior steward or purser. If you

priority to their clients when space is available. Not

always though , sinc e if an upgrade was always

a utomat ic, th e n clients wo uld always book the cheapest flights. 4. Shop around . With or without the help of a

are smartly dressed and look li ke an obvious business

traveller then many flight staff will be sympathetic

and move you up.

(from THE SUNDA Y TIl\'fES )

3 Work with a partner and discuss this question. What advice can you now give to a bus iness traveller who wishes to fly in comfort without having to pay for it?

Speaking 1
4 Work with a partner. Role play this situation. Student A works as a check-in clerk for an international airline. Student B is an econom y class passenger. Student B would like an upgrade to business class .


Speech work
Sound and spelling
4 Some words have silent letters -letters which are not pronounced. For example: g arantee

I 9""I';)ntl: I

How are these words pronounced? Say them aloud. Then I islen and check. exhibition gUide flight registered sovereign





5 Some words are pronounced in different ways even though they are spell the same. look at these pairs of sentences. Where is the stress in the words in italics? How would you say them?
1 a He was

presented with

a gold watch when he retired from the company .

b He thanked the company for the 2 a This


year they have so ld a record number of package holidays to the Seychelles.

b The highest temperature was recorded yesterday in London. 3 a Please allow me to introduce my business associate, Mr Riley_ b Our company does not like us to


with employees from rival operators in the resort.

4 a Immigration officers refuse adm ission to anyone travelling w ithout a passport. b All refuse must be put in the bins. 5 a The bank agreed to transfer f1.4m from the tour operators' New York account to their bank in Switzerland. b The transfer from the airport to the hotel w ill take fifty minutes. listen and check your pronunciation. Then practise saying the sentences.

0 6 How are these words pronounced?

su it desert price island career lose suite dessert prize Iceland carrier loose Ireland

Read the words aloud. Then listen and check.

Gi) Business Travel

Language Focus
Possibility and certainty
There are many ways of indicating how sure we fee l about an event. For examp le. we use modals to make predictions of varying degrees of certainty. Read these sentences and match

them with the descriptions 1 - 3.

a He'll have got there by now.

b c d e

He must have got there by now. He should have got there by now.
He could have got t here by now.

1 a possibility
2 a certainty

He might have got there by now.

He can't have got there by now.

3 an expectation

9 He won't have got there by now.

2 We also use phrases to express degrees of probability and certainty. Most of these sentences contain will but the degree of certainty is determined by the words printed in italics . How certain
do you think these statements are? Give each sentence a % score. 0 % ;;;; impossible; 100%

= certain.

The first one has been done fo r you.

a The results of the enquiry are a foregone cone/us ion . They'll refuse all planning permission. b There's no way they'll agree to build a new airport so near to the city. c I doubt very much whether the company w ill pay the supplement for Concorde.

d In all likelihood, you' ll get an upgrade if you book through a business travel agent.
e It's just possible that we' ll make a profit next year.

It's a safe bet that they'll t ry to force us o ut of the market.

9 The chances are that yo u' ll be able to get a bette r seat provided that you're smartly dressed.


h In all probability, share prices wi ll continue to rise.

i j

There 's a slight chance that the project will attract more foreign investment. There's a distinct possibility that the air traffic controllers' dispute w ill be settled soon. k There's little likelihood of t heir allowing us to hire extra coaches. Th ey're bound to increase their prices next year to allow for infl ation at the very least.


For each of the sentences below, write two sentences wh ich keep the original meaning. Use th e words in capitals in each sentence. The first one has been done for you.

a In all probability we' ll be able to catch the 10.15 train .

CHANCES SHO ULD The chances are we'll be able to catch the 10.15 train . We should be able to catch the 10,15 train.

b I hard ly think she' ll want to hang around for a stand -by f light.
DOUBT LI KE LIH OOD c I'm sure they've left by now otherwise t hey'd have answered t he phone. M UST BOUND d It's impossible for them to have arrived - they only left an hour ago and it takes at least two hours, if there's no t raffic! CAN'T WAY e If we' re lucky, we may well be able to charter an ai rcraft for an early morning flight. POSSIBILITY JU ST



You will hear Agnes Johnson talking about how they promote The Manor Hotel as a business venue and conference centre.
Decide jf these statements are true or false.

a The Manor uses the services of over 500 conference agenc ies. b The stand ard rate of com mission is 8 per cent. e The age ncy always takes the dient to visit the hotel.

d Making company contacts is a comp licated process.

e Corporate clients tend to make rapid decisions on their choice of confe rence ven ue. The Manor relies far mo re on direct sales prospecting than on printed advertising .

9 The sales staff are authorised to negotiate conference rates. h The local Shakespeare festival is popu lar with delegates.

8 look at this meeting room in The Manor Hotel.
Match the words in the box with the objects in the room.

flip chart

plug podium pO inter remote co ntrol


lectern marker pens

slide projector socket


4 Business Travel
Speaking 2
9 Work with a partner. Student A look at the text bel Student B tum to page 115. ow. STUDENT A
YO~ work f~r A lbatross En gi neering pic and have been aske to fin d a sUitable local venue for a full-da ' d I Y sem in ar. Professor Markowitz w ill b .. . e giVing a ect ure on new techniques ,n

D ay delegate rate:


includes coffee, lunch, afternoon tca, cordials, conference equipment and room hi re - minimum 25 peopl e

24-hour residentiaJ


inclusive of mid-morning coffee, lunch, teas, cordials, room hire, conference equipmenr, Jinner, deluxe

e . In . the mornin g. and th is wi ll be follow ed bIect neal eng'Ineermg y yo ur annual general meeting in the afte rn
Yo . I oon. u require a ecture theatre for fifty people Ring Th M Hotel and find out w hat t hey have to offer. . e anor

""',._ _ _........_ , . . . _bedroom and country house breakfast

2 ~ou wo r~ for Th e Manor Hotel in the ven ues department

Y:~krece've a phone call from Tangerine Computers of N~W

. On th e Tight you have information on day and 24-h
conference rates. You will not need to
so you can be flexibl' .. e In pricin g. pay agency com mi ssion


10 You. work for an international hotel and have recent! . . Senior Management Team. Work' . y received thiS memo from a member of the G h In groups and bramstorm you .d h ra am Whittaker's request. r leas, t en write your response to


Graham Whittaker Marketing Dept. 11 October Circular letter promoting business travel

As you know, last year saw increased competition from within the trade and we feel that the time is ripe to look at some fresh ideas in an attempt to capture a larger market share than we have so far been able to do. I would be grateful if you would draft a convincing letter which can be mailed to the managing directors and business travel managers of organisations likely to be interested in offering travel as a means of motivating and rewarding their staff. Would you please: include information about the kind of facilities we are able to provide outline a package we can market include itinerary, special events and attractions state why our area is th e ideal place for them to come.


Scenario 3
Organising Excursions
O rganising an excursion p rogramme
Work with a partner. You both work as resort representatives
for the same tour operator. Your teacher will tell you which

The :Irea is known for its loc~l blue crystal and distinctive ceramics. The main sho pping centre is in the Glasshouse Centre, a pedestrianised area where you can __ g("e?tt" ~ . find stores of international renown. N O COtvlYJ1 l5Sron There also are many soU\'enir shop~ -Fr-iendly, and around the Old Tow n Square. hefpFu f ow~s

STUDENT A: Yo u are th e new resident Resort Representative

in Lakesburgh , a thriving cosmopolitan city on the shores of Lake A urora. Thi s is yo ur first job. You we re appointed last night when the local rep suddenly reSigned to go and w ork for a rival operator.
STUDENT B: You are the new Tour Representative in Lakesburgh, a thriving cosmopolitan city on the shores of

Lake Aurora. You have just arrived in the resort, a few hours ahead of the tourists. This is the first time yo u have been

Today is the first day of th e holiday season .

"*,THE ARCADE -fh . for (.II/your po/lery and g/(.ISl ~' ~~ 5~ In: get" . . eXna ' 0 com. GiftsJotal/ fh( fiumly. good selac..tian 54, O ld T own Square ::::--------. ______ pricey !!fCRYSTAL'S GLASS FACTORY Guided tours NB: eo"ect vauchet'5 + Fret ntlranu ?f IVE m all 9uesfs.


Your company specialises in short city-break holid ays, twoand three- night stays. The brochure promises a full optional excursion programme with evening activities. Your first plane-load of package tourists arrives this evening at 6 p.m. local time. Th ey w ill be stayin g from tonight, Friday, to Monday mornin g on half board. Bef ore 6 p.m. yo u must both find out w hat there is to do. Yo u w ill need to know times, prices and discounts for your clients. You w ill be interested in any commission yo u can get for yo urselves , since yo ur pay is not very good . The previous reps left yo u a tourist guide in the hotel w hich they have annotated w ith their comments. Look at the gUide togeth er and design the itinerary. 2 You would lik e to be able to repeat this itin erary weekly throughout t he seaso n. Approximately how much commission w ill you rece ive if thirty people go on most of your excursions? 3 Compare your itinerary and your commiss ion leve ls w ith other tour operato r represen tatives .

Factot), sMp VOUCHER.S == 5"/ .. d lScoul'tr on 28, The E spla nade price. ~ fh~


-*THE CERAMIC GROTTO = IS '}'o ~,.,.,rn/SS lon -to ME (' ... mr al/d 'l.Cl.ltrh your gifts .f/in into shape. Gptn daily 10-5. 73 , New Crescent WoJ"ftt

THE EMPORIUM / R cntrwnd Ih( ~,,'orld fi'lXr fo pottny atld g/ass'Wlire.

ch",ttiM9 lAp

20, The Gl asshouse C entre "\


!JO In



THE ARPEGGIO traditional cuisine in pl<asant - - nice place, gd. 5~o Corn. surroundings table d'hOtrfrom 10.00 per hrad
98, The E splanade tel : 876 439 8876



beAt- pricey fOf" gueG-rs

2...Ct"/0 Com.

THE LEMON TREE guiridon s(r'fJiu it la carte p om .10.00 per IJ/!hd 19, Circus Road ,,10192 8347459 HAMBURGER PALACE
Amrrican nflpllrtlnf apm m.-12 a.m. 10, The E splanade td: 129 4857694 Se[ meal: { 12.50

Best harnoor"ger"G eo,er-!! V pop. wil-h


THE BLUE VISTAS /iveboud pri't'lltr roolllfor parliu

42, M ount H adrian t9.a ren beHer school d,nners ~ tel: 128 394 8576 ~ 15"", COM . traditional cuisine from 20 a head +ake 1. par"+y (::::t week.


Scenario 3, Organising Excursions

THE CAPTA IN'S T AB LE o Th F - 1 d 15% com . ,04, e .sp ,n, e ~ bad-rempe.t"ed landlordTHE JOLLY ROGER hafes -!mArisfs
784, The Esplanade

Theatre, Concerts, Ballet

Box office: 839457834867

-IV... +he price of 1 5eo.fs 10, 15. f zo boring! -Taur-ists love if



39, The Old Town Square

,.- 9

v. rriehdly

. Wa"<ltl "9 "ole



JOlltt lllmierolightly all seats .(12

3ppon 9ps of 25 + ppon gps

lo'}'." Com.
"-- gd. plac.e 10 end

of 12- 24-


T et 876 92J 2387

an evenin9

PALACE TH EATRE m/:.jordf!lails

Night Clubs, Casinos and Discos

C LUB~0(eatl!

Tel: 876 94987 982

'2''''1 ' . '"


~ -' ... ", ) /


,~; ~.i ~"~"1'


. . .'

.,= , L---i

open nightly
9 p.m.-3 '.m.
10.00 per person

10% Com.

IYea be.l""-e 10

9Dod dea Is IYom -lime -to -lime

-J! " . " T

911'"/., ge-t In

JPwal tnta~sl ar: n duploy at 5.00 53, Aurora Boulevard

+ tree eafs f dr-inks

THE N EW YORKER ~ epm ThursdarSulIdoy inc/. 5"0 COtyl. on reservations hladclie


wheYe did they find +hem I

. .

tbissp~((ac/llaralitomohj{~((;lIntion -

10% Com.

coupl e - - on ly

Wor-th every peYlrlY!

Optm nightly

WHISKY GALORE _ _ no male gps 10 p.m,-2 a.m. 15% - must-

20 per person

accom pan y

THE GOLDEN WHEEL CAS I NO hiacl. tie uplional - V upmarket8 p.m.-4 a.m. no Corn. ( THE SIL VER SWOR D CASINO
open 12 p.m.-3 a.m. -..,

WORLD OF RECORDS MUS EUM Su IIx amazing vidl'os, lift-siud ' - V. pop. r~plic(li, uniqm: displap lhal 'Will ""0 COrn. l! mlnlain lIN who/~familyfor helln. 50/ 0 c:liscolAf1t on 7.50 gps of 15 + 79, Lakesburgh St. HERITAGE MUSEUM" County history nlUJl'um with new, pal'"fully ~xhibilS, r~S/'Jrl'd bisloric open J/ructuru and ghosl lO'Wnl 20% COm. 10.00 435, The Mall NATIO NA L ART MUSEUM
H Ollw Ihru gall~rin, (hanging

,yee 25 chips if take.

'T' .1

.nin . si"okes 5


gps of :10"

Walking tours of old town: __ sfurdy visit this picturesque quarter with medieval houses and cobbled streets. l~O /
,..-";) , 0


I DeS.

monthly wilh Irxol and nalio1lal!!!!!!!!:>- who? 5.00

} (l/m uy /hr'Jugh Ilm~ fro m

25% Cowl.


Tours d~part ewry ro.W hoUri from 10.00 a.m. to 4.00 p.m. ___ .3.50 per person
Hourly boat trips on la/:.e: 2.50 per person.

cam. on 2 p .'m .

fu/A" o"ly Take -'-

dinosaur age 10 praml-day wildlift 8.00



\!. Inl-eres-h~


an cares

Ol'1 r

DISCOVERY CHlLDREN'S MUSEUM duiglleJfor hands-on, ;nll'radive. ' - V1eed +0 book flU! learning aboull/x orIs, _ of scnOO( Dar~es uiel1us and hUll/ani/in. r _. -r, no com .! 6.00


easy on Feet 6%eom .

beaufiful Views

GO VERNOR'S PALACE _ A harDiJIIl' maJt"pi~u housing 18th II) 19th unlury watercololln 750

sfut:'f'y !

gd . 9al'"dens/grea-t views 15% ccm. gd. +eahouse

- greaf fi:rr- Soma. peace and qUIet


Groupwork / Pairwork B Texts

o Types of Holiday


(p"gc II)

You work for a travel agency which belongs to a group called Europa Tours. You have received a letter from a potential customer. This extract from your catalogue shows the kinds of things you have to offer. Write a suitable personalised reply and send it back. If necessary. refer to the Writing tips

on page 11.


Duration De parture day

12 days
Monday Friday

EiffeL TO"ller

if) 1>o..r'is

Ret urn

Mar. 27 Apr. 3, 10, 17,24

May 1, 8,1 5,22, 29

$270 S280 $290 $300 $300 $300

Jun e 5, 12, 19 , 26 July 3, 10 , 17,24 , 31 Aug. 7 ,14, 21,28

Pri ce includes 11 nights
accomm odatio n in twin

r 0 0111 S

with en -suite facilitie s, 11

continental breakfas ts and 6

dinner s. S 5 single .'iupplcmc nt

per night. No chjld discounts.

l<lUring : by modern airconditioned cruise-line r coach .

No overnight travel.

ChQ:teQU at;

l'e r tu./Yl emo.R;"3 at



Groupwork/ Pairwork B Texts

f) A Career in Tourism
6 STUDENT B Tell your partner what recommendation s "The Write Way

(page 13)

Speaking 2

ipagc l 7J

to Find a Job" makes about:

personal information and experience. layout, language and style.

Work in a group. You are recruiting employees for one of the posts described on page 15 (your teacher will tell you which one). Write a short profile of what you expect a good applicant to be and prepare a list of questions to ask the candidates you have short-listed. Make notes under these head ings:

Which of the fifteen pOints (a-o) in exercise 5 (page 13) are mentioned in the article?

The Write Way to Find a Job

ANSWERI NG advertisements is o ne way of findin g a


j ob. But th e re is a bi g gap be twee n the number of vacancies filled and those advert ised. So writing on spec. to employers can often be a good idea. The object is to get the employer to see you - no more, because the best you can hope for frolll such an approach is an interv iew. Asking straight out for a job is fam1 because it in vite s a yes or no response. As no onc will offer a post to an unknown quantity the answer will always be negative. There arc a number of golden rul es:
Try to research the name (speJt cOlTcctly!) of a spec ific

18 Now work with the others in your group a nd interview "ndidates from Group A for the job. When you have seen all the candidates make your final selection.



write to.

Put yourse lf in the employer's shoes. Thi nk of wha t you have to offer. T ry to keep you r CV bri ef - one page is eno ugh ; perfect prose isn't cxpected - note fonn is acceptable. Gear your CV to the job and organisation. No two CYs should be exactl y alike. If you' ve been in work. explain your dmi es and how your work has evolved. Demonstrate on paper that yo u are a potential asset. Lisl yo ur ou ts ide interests and skill s. Don' t forget your language abilities. Participation in sports can show your capacity for team work.

G Responsible Tourism
G. Jones
Leader of the local protest movement Views on the proposed tourist development:

(page 55)

tourism creates mai nly temporary , seaso na l employment the few permanent jobs unlik ely to go to locals community w ill not benefit overall will create land speculation, ca usin g house pri ces to rise and forCi ng more youn g people to leave the area

If your cover ing letter is in Engli sh it should be

checked by a native speaker. You should state at the begi nning why you are w ri ting and then try

Develop the a rea into a high -tech busin ess park


keep the

reader interes ted. You mu st establi sh that yo u would li ke an interview. Edit ruthlessly. Go over your lener as many times as necessary. Search out and get rid of all unnecessary words and sentences. (adapted from an article by Geoffey Golzen in THE T[\IES )

permits the area to be levelled and landscaped area wou ld blend in with t he surrounding cou ntrysid e creates wealth in the a rea creates a permanent and stable wo rkfo rce in the reg ion avo ids the inevitable congesti o n a nd disruption caused by excessive tourism sustains local culture a nd language


. , Trends in Tourism
Speaking 2
16 TEAM 8 Look at the map and read the lact fil e. Oiscuss tourism in Egypt. Deci de what you will tell Team A.

(page 23)

Make notes and plan your talk.

When you are ready, give your talk.

Luxor -

Egypt fact I i Ie History to urist attraction since " th e dawn 01 time" 1798: Napoleon's Egyptian cam paign -----..- new interest in Egyptian culture 1869: 1 5t Thomas Cook tour Recent developments 1963/4: Ministry ofTourism se t up The present situation

visitors: 43% """- Arab world

57% ......-Europe & N. A merica

1960s: > 1m tou rists / yr.

gradual increase in no. of carriers and hotels ---.- 3.6m arrivals in 1992

avo stay: 8 1/2-91/2 days

attractions: classical tour (Pyramids,

Nov. 1869: open ing of Suez Can al ; 2nd Cook tou r

1950s: tour o perators and hoteli ers in place

1992-94: adverse publicity ~ fall in arrivals

Lu xo r and Aswan) Nile cruises package charters (Hurghada on t he Red Sea)

o Responsible Tourism


(page 55)

83 M. Jones Owner of small gift shop and resta urant

Views on the proposed tourist development:
we lcome influ x of tourists valuable bu si ness opportunity unemployment in the area: 10.1 % (recently son had to leave hom e to live and wo rk in Lon don) Greens are in a small minori ty - should not be allowed to influence such an important decision

w ildlife has never been in danger derelict min e an eyesore

GroupworklPairwork B Texts

e Where People Go
Speaking 1 (page 271
GROUP B Discuss what should go in the gaps in t he g rid . Then work with a partner from Group A to check your answers.

Au stria

Buenos Aires

Spani sh


Schi lling
POrlug uese Real

The Czech Republic


Cairo Greece Athens




Lira Tokyo Nairobi Jap.mese Shilli ng Ringgit

Malaysia Spain Bern

Spani sh Swiss German, French, Italian, Romansh

Arabi c, Fre nch A nkara Dinar

Turkish Karbovanet

The Ukraine

Speaking 2


STUDENT B 14 Ask your partner for the in formation which is missing from the table and answer his/ her questions.

Listen to your partner talking about the value of tourism to

the UK and comp lete the pie chart below. Then present the figures in the pie chart on page 106 t o your partner.



- ..





1'0. OF VlSlTORS

26 ,6 59




4 .0m

3 4
T he F.iftel T ower The Nari(Jnal Gallery 3.6m




o Responsible Tourism
15 Speaking (pJge 55)

Enicnaillll",;n t 1,00801


M . Hamilton Leisure/and's vice-chairman

Views on the area:


the Ll anberis area: tourism potential work in shops and cafes is seasonal in summer the Snowdon mountain railway, which runs from the village, takes over 150,000 people to th e sumrmt, and has to turn many away during the winter, Uanberis is dead area losin g valuabl e hum an resources (exodus of We lsh speak ing people to the big cities) improvements to the main roads from England int o North Wales - more peop le coming into the area jf th ere is nothin g for the extra number of tourists to do, they w ill wander round th e National Park , causing unnecessary damage LeisureLand w ill : establish a year- round tourist attraction create 300-500 temporary constru ction jobs create 1,000 permanent full-time jobs for local Welsh speaking population create controlled entertainment for the day trippers save the National Park from damage


Tran'[ with in UK Accommodatio n 6,520m


o Travel Agents

(page 30)

Tell your partner your name, address and phone number (on the business card), and write down your partner's name, address and phone number.

Jamien Jansen
'!.lau rit!;t;.3de ():~ KliOG :\p snt'ct;. The N(: lht',r IJnd ':>

Speaking 2

(page 3 1)

Your name is Penelope McBain. Telephone Skyways Holidays for information about holidays to Puffin Island. Ask to speak to the sales department. If no one is available. leave a contact number. 2 You will reci eve a telephone call from Skyways Holidays. You require brochures and prices on holidays to Puffin Island. Your address is 6 Leybourne Cresce nt, Bristol, Avon, BS249EA.




;)" ~ I7~ H~ ' _..,,,,,,!!!'!!!!!!!!!!1!!!!!,!!""'!!!!!!!II!!!!!!!_~


Groupwork/Pairwork B Texts

Speaking 4

(page .lSi

You will receive a phone call from a client interested in a tour of Cefalu in Sicily. Reply to his/her enquiries and take down their details. Charge the full amount of the holiday to his/her credit card.


June 16

July 14

Cefalu: situated on the northern coast, 1 hr from Palermo. Picturesque Arab-Norman town dating from 5th century Be. A Norman cathedral in the town square contains some of the finest mosaics in Italy. The town sits under the Rock of Cefalil on which the Temple of Diana was built. All Sicily's classical and medieval sites are within dri vi ng distance. There is

also a sandy beach near the town centre. Programme: Included in the price are scheduled Alitalia flights from London
LHR, tran sfers and accommodation at the ** *Kalura Hotel (half board). The hotel is situated in a quiet bay 20 mins from the centre. All rooms are decorated in Mediterranean style and have private bathrooms. Typical Sicilian cuisine. Activities include creative writing, painting, photography, a Sicilian folk night, trips to Palermo and Agrigento and a country lunch including wine and a picnic with a walk up Cefalu Rock.

Price: 579 for 1 week. 180 for a second week. Insurance 19.

You want to go on a holiday called "Venice and the Verona Opera" in June or July. You have two weeks' holiday. Ring up to make a booking and check the details.

computer consultant

Venice & the Verona Opera Dates? Things to see and do? Accom modation? Cost? Insurance?

2 Kingston Avenue Manchester


redit Card
6289 0150 6885
~ 372
Expiry date :

Tel: 0161 434 3591

Writing 2

J. W I ~ ES


06 /20 06

Write a letter of confirmation to M. Figuereido, enclosing the tickets and the details of the holiday in Cefalu.


e Responsible Tourism


(p,' ge55)

B. Hall
Chair of Snowdonia National Park
area would be spoilt by: heavily congested roads, day trippers, litter local infrastructure could not cope with

too great a burden on local hospitals

and the police

Views on the proposed tourist development:

people com e for natural beauty and

if people want the sort of tourist attraction being proposed they should

the coachloads from Manchest er and liverpool


go to the seaside

Scenario 1 Advising a Client


(pagc3 6)

Activity 1
You are trainee tour operato r sales staff f or Dream Holid ays You have recentl y heard about a hotel there but yo u cannot remember the nam e. It was so meth in g like " Ed en" . Ring up yo ur partner who works for Paradise Holid ays pic

Inc. , an American tour operator. Tod ay you are attending a

training session. You are learn ing about the am eniti es and faci lities at a new reso rt. Work w ith a partner from your group. Read the brochure extracts about Steamboat, Colorado, on page 109 and follow the in structions below. Answer t hese questions: a W here is th e resort? b How long is each hol iday? c At w hat time of year can you go?

and find out about:

THE HOTEL precise location f acilities rates and discounts hotel amenities cuisine THE RESORT

transport to and from the resort

leisure activities shopping th e cl imate

2 Note the important facts about the resort an d the hotel under
t hese headings: THE RESORT location ameniti es climate transport activities souve nirs THE HOTel faciliti es cu isine rat es discounts

Activity 3
Change back to the role yo u had in Activity 1 , working for Dream Ho lid ays Inc. Keep yo ur partner from Activity 2. He/she is now an independent travel cons ultant and he/s he

w ill tel ephone you.

Use yo ur notes from Acti vity 1 to answe r t he caller' s enqui ries.

Activity 4
Change back to you r role for Activity 2, worki ng as a travel consultant. Work with other people from Group B. You have now gone back to your consu ltancy offices. Were

3 Discuss and answer these questions: a W hich are the m ost popu lar weeks?

b What t ype of cl ien t is attracted to this type of holiday?

Activity 2
Now wo rk w ith someone from Group A. You are a t ravel consu ltant wo rkin g for a large bank. One of their staff has asked you to research a w inter-sun holid ay in Goa for herse lf and some col leagues. Th ey have set asid e about 500 per person per week . Your cl ient wants to find out about: a good reso rt.

you imp ressed by Paradise Holiday's description of t he package holiday to Goa? O n the basis of w hat you have heard, w ill you want to recommend this Goan hotel and the resort? Di sc uss your recommendation s with yo ur colleagues. W hat w ill you tell your cli ent?

Activity 5
W rite to your client to give your opinion of the hotel and the
resort in Goa.

a good hotel.
if there are thin gs for her teenage ch il dren to do. how the hotel w ill cater f or t hem. if there are any ch ild d iscounts.


GroupworkJPairwork B Texts

Colorado, USA
Apres-ski and Eating Out
Th e ski resort and o ld town of Steamboat boast mOT t than sixty restaurants offering a cosmopolit an sclc(.1:io n of Cajun , Italian and even Vietnamese dining. Th(!TC a n~ Steam boat favou rites like O ld West Steak House and gourm et mountai n dini ng at Ragna r 's where you ' ll enjoy a ::==~!!~~.f~~;;:: starlit sleigh ride before a fabul o us dinner w ith the lights or the vall ey set o ut hdow. Away from the mountain, Stea mboat agai n scores high . Tah- your pi ck from a morning hot air balloon rid e ,.,.ith celebratory champagne, snowmob ili ng, ice skating and shopping (jeans and Western hoot.s arc r ea l bargains). Pri ces indude: round trip air trayc] hy schcclukd airline to

Facilities for Children

Nurscry/chi ld <.:,uc: JI)r <.: hiJd n n a,!{ed 6 mont hs to 6 .


g;lrnrcs/ puPIK:1 m,.ws / arts and cr.lrU fo r m In -~ kii ng ,hlldl"i;Il.

Kids' Va,.. ti"n Cente r: fur chi11.Ircn aged 2 1 /: to 4

}"(",lI":'O . ~L: i

i nl!-trudion

and supcr\"i~ion in a special arc .. w ith ;l ski-li ft just for r hild n' n .

Rough Riden::J.:.j instruction ami .'\u p "f\'i sion for agt'~ 5- 15 yean

K.C.'s nile duh: ('wning c-ni]cbrf' for children, Ach-anl"C n.':\;(nJ.tion.~ f]uin.,o.

Resort Shuttle
R un:. r~-guJMly frorn Slt"mlboal Spring..; 10 Stl' amil<o.I t Ski are.1l IInt illall' at night.

The Hotel
, . - - - - - - - - - - - - . Sh('ralOn Sk.lmhoaf ]tcS<) rt ........

GI. nuilldy ski-out and ski-in, th ... Sh"T,lI on ('nju) s an iJ,allocJ.tion

~ dj an' nl

to [hi: Sih,r Bullet

,~ ki

Gondola . Wi thin yan ls orthl~ h()ld

are numerous shops plu~ th e.:

Accommod ati on for the stated number of' nights on the basis shown. Airport and hotel taxes. Child reductions for childre n under 12 sharing w ith t.wo adulls.

and lift til.-kd onilt".

tw,) , I"uhl,: quC'cn ~izc

AI.(.1)m m'ltla ti cm : spa(ious gu

room ~ h ~\.

~....~._ IX'IIs, prj""tc h".!c-ony, ("'.. hk TV &;

m(>"it: ~

( ..hargc) , priu.ll l>.l lh

I llllow\r . 300 rt><)m.s an, l suil "'.~

D aily fligh ts Lonrlon~Dcn\"(,f conn("cting witl, .I()fn l~ t k llights D o;:nnr


,.. Iet s(" f\'k c


hot rubs and j.lCU...... 'S

S. ' \Ulla

w .stur"'

St"camlxnt Spring~ , a rnt' n ' 5 mil ... ~ fruln th ... rt"!<Qrl. Rl'gular



an" m usag<:

fi.tnc:u ;mel
Il,,~"n Ty~

r ..o m

ski rl'ntalh hup

SI [EIt AT()N STF..'.MI-IOAT KE.s() ln

Ski Facts
. - - - - - - - " . . : - - - . . . , AW' fag<- annual snowfall : 325 in. h(~

T r "il>: 106 t), c r SO m il ...~

Ski li(t~: 20

Double Queen Room only

Child Price


dro p of 3 ,600 Ii

n" . "f nights

7 2

2 82.


Al l holidays

LongN I tnil : 3 mil ...s

Sk,P""'s fat.. : ,..;:, :'\\\'. N E
Crus:<i(""(JUn ~ : 1 1 . ; mil ~

" ........ .l<luh, ,h.ril1g

frum 1 J N,,, tn 07 I),.. frum OS \.)ect" 14 1)0.,,'


.55 1669


1065 1265 1095


1299 1599 1299 11 25 1315

4.6 4'6
370 370 370 370 370 370 370

Ski lOO.: houl: 100 instru(1or~


r... ,,,,

I.~D."' I" l l 1)",.

1929 1555 1369 1669 1599

frvln 12 On 10 03 J ~n
front Of J= 16 01 I'M>

Th., BilI~' Kidd Cefltr~ for

pc-rfr,' .~ Ic.iing
~k irN

is a

uni'lu(" pfogrJ.fnm .. f"r .d'-.m("("(/


fr6m 02 ",.j, \" os I'd , rrom ()<I r'd, III IS 1'..1>

1029 1059 1019


1259 1125

I h c r I(-mp(ro1\ ur, in (Iu' r ....~ rt 011 6,<XX) rl i~ 2SF. Colder on

(r" m ll> Fd,[" IS rob.r


the- ~a.k...

rrnm 16 Mu In 22 ,\br rr"," B

.~II r

( 10,600 ff) . SI Nm l)()JI ha.:. a ,If}" pleasant and imigorating dim.ilc: '"'ith


1U 29 Mar

liltl., w ind, so !ittl ... wi ncl , hilt .-free l .

Acti vities un- th e slopes: iu'
tlwrm,ll hot ~pr illgs
~ k.alin;.:,

n<n :n L ,Ut!in9

in,j""f t ..n ni!.

rid t.'\ (includi ng mountain dinner tn\J r.~ ) hJ II,)uIling:.

dog~ . .drigh sboppin-J- bor-.oe riding.


(3 Responsible Tourism



F. Evans
Town councillor for twenty years and vice-chairman of the Snowdon National Park committee Views on the proposed tourist development ridiculous to turn down an opportunity to create 1,000
jobs w ith out jobs, th e lan guage and cu ltu re of Wales w ill be

Arlon Borough Council ow ns the land - can insist that the 600 new houses are not sold o utright or as timeshare apartments, but rented strictly on a week ly or weekend

the council can make su re that the Welsh language and cultu re are promoted, e.g. hold festivals of Celtic music and Welsh arts and crafts festivals

lost no additional financial burd en to the co mm unitygrants can be obtain ed from the We lsh Tourist Board, the Sports Council and th e EU

e Tour Operators
2 STUDENT B Before you read, check you know these words in the box. Use a dictionary if necessary. frosty ailing ou tstanding to be o ut of pocket to hold down (prices) to settle up to cover (overheads) sluggish (business) a brand name to go bust

ir,lge 38)

Read " When the welcome is frosty" and answer these questions: a To w hat extent can a hotel ier trust a to ur operator? b How do tour ope rators attempt to persuade hoteli ers to take less money? c How did a hotelier in Spai n react? Tell your partner about how hoteliers work with tour operators. Make notes before you begin.


If holidaymakers get a cool reception in some holiday destinations it may have more to do with the

practices of some tour operators in the UK than with the hospitality of the local hoteliers.
Ma ny hotel owners and local agents feel badly treated by Britis h tour operators. Some of them have lost a small fo rtune when unsecured trade creditors have gone bust. They feel especially bitter when an ailing competitor is taken over: the new owners may continue to do business under the same brand name. and yet under no legal obligation to settle any outstanding debts. As a result. hoteliers may be out of pocket when a tour operator ceasel' t.radi ng. even though the salTle compan y, now under new ownership, is sending its customers to the sa me destinations. So it comes as no surprise if hoteliers accuse tour operators of sharp practice. For example. allegations have been made that tour operators use their position to force down the rates for \vhich hotel rooms wefe originally contracted. Sa les may be booming but the tour operators will tell the hotelier that business is sluggish and that the rooms can only be filled if they discount their prices. Another tactic is 10 claim that competitors are hold ing down their prices and that the only way to remain in business is to do likewise. The hotelier can do nothing to prove the contrary . Hoteliers also suffer from cash flow probJems through deJJys in payment. Although most settle li p within a couple of months, so me operat ors have heen known to request a fresh allocation of bed -nigh ts when they st ill have not paid for the previous season. So if you're going on a package dont be surprised if the welcome you receive is less than enthusiastic - the chances are that the roOIll \IIJS contracted at a rate that w ill barely cover overheads . But you wou ld still be in a better position compared to some unfortunate holidaymakers in Spain last year. One British operator had forced a reluctant hotelier to accept J greatly reduced rate with th e result that \vhen the tourists arrived their rooms had been re-allocated to a foreign operator offering a better deal.

11 0

GroupworklPairwork B Texts


(page 43)

Negotiating an Agreement
11 TEAM B: VISTAS Look at the agenda on the right. You have just finished
discussing item 2. Read and discuss your negotiating position on the remaining item s with your partner:

Age nd a 12/03 Sales o f GETAWAY Tour s 1 Minut es V

2 Review of f orecas t s f or next season v ' 3 Commi ss i on lev el s

4 5 6 7
Racki ng I nce nti ves . Policy o n co mpl a ln ts Edu cat i onals


Item 3 You would like to receive commission of at least 13.5%.

You realise th is is optimistic; your average is 12%. Item 4 You can guarantee eye-level racking in larger agencies. but smaller shops will display brochures at their own discretion. Item 5 As an incentive to sales staff you would like to see a payment of 1.25 per person paid to the consultant who confirms the booking. This wou ld be paid monthly working from the departure date. Item 6 You feel that any customer complaints should be dealt with in writing by the operator within a week. Customers need to fee l that their complaint is getting somew here. Item 7 You would like educationals for your agency staff.

Before you start negotiating with GETAWAY you should

decide: what you want to achieve. your order of priorities.

what you think GETAWAY will wan t.

how much you are prepared to accept.

what you think GETAWAY wi ll be prepared to accept.

If neccessary refer to the Language Tips on page 43.

Decide who will say what. Then negotiate with the GETAWAY representatives.

Promoting a Destination
(page 46)

Speaking 1

Tell your partner about the itinerary below in your own words.

ICELAND Outline itinerary

Thursday: evening flight from Lo ndon
H eathrow to Keflavik. Transfer on arrival to H otel Island in Reykjavik. fruit, vegetables and flowers are grown in greenhouses heated by geothermal water. Visit to the Great Geysir, after which all others are named. Drive to G ullfoss, consid ered by many

Friday: morning City Sight-seeing T our

and afternoon

exp lore or shop at leisure.

be Iceland's most

Saturday: (New Year's Eve): late morning

exc ursion co the Blue Lagoo n co bathe in its mi lky blue waters. Eve ning V iking-style banquet. Just before midn ight firewo rk disp lay. See the New Year in with a celeb ratory glass of Brennivin (Icelandic sch napps).

beauti fu l waterfalL Cascadin g in two stages into a spectacular 15 km gorge , the falls are often partl y froz.en at this tim e of the year. Stop at La ugarvarn, where steam emerges at the edge of a lake , form ing a natural sauna. Optional swim in the lake! H ead back

SmuJay: (New Year's Day) : Th e Gold en

C ircle - a fu ll da), [Our. Leavi ng Reykjavik we travel over Hellisheidi Pass to Hve ragerdi , the "green house village" where

Reykjavik and listen to a few sagas


on the way. Di nner in the evening.

Monday: Return



!>Customer Relations
Reading 1

ip,'gc 62)

Speaking 1

(page 611

4 Read this case study about an

unfo rtu nate in cid ent in a t ravel agency and answer the question s. a W ho was involved?

Situation 1 You are a hotel receptionist. A custo mer has just come into the lobby and wants to speak to you o Situation 2 Yo u are st aying at a beach reso rtoThe hotel room is fine, but outside at ce rtain tim es of day there is an unpleasant smell coming f ro m the local m unici pal

b Were the travel agency staff experienced? c What kind of mistake did the staff make?
d How do yo u t hink the custom er felt? e How wou ld you describe the staff and t heir behavio ur?

rubbish dump down the road. You ask to speak to the manager.
You are a resort representat iveo Som eone has asked to speak to youo

Te ll your partner what happened.

What lessons can be learnt from the two sit uat ions?

Situa tion 4 You bought a ret urn airline ticket f rom a travel agency but t he w ron g time was w ritten on the ret urn t icket and you m issed your flight. You had to purchase ano th er ticket for a later flig ht (which, to make matters even w orse, was delayed), and as a resu lt you missed a very important business meeting. Yo u wan t to kn ow w hat th e agency is going to do about it.

HEN I FIRST ~ tarted in the l ravd industry, I worked in:t slllall retail agency w hich was owned by a very pleasan t and k llowlcdgl'ablc m an w ho was liked and respccted by all of his customers. One day 1 W AS Jistcning ( 0 him dealing with some customers w ho wan tcd Right st!'ats to Ma lagd at vcry short notice, and I learned a valuable lesson which has held me in good ste;:.d in my dealing w ith customer.;. The incident occurred in the: days before travel h:ld become fully computerised an d so m y boss found himself telep honing a number o f companies to

chexk av,lilab ilicy for the customer , ;lIld this was taking .~o l1l e rimc . W hih: h e W;IS wa iting to gct through to operators, he struck lip a conversalio n with the (;ustoillers which cvcntually led to their asking his opinion on rhe me rit of the h u~e choice of chartcr airlim's operating on tha t route. T his happelled [0 be a pet subject of his, and he went into gr.lphic detail about the merits and picf.. tIL.. of each ca rrier. Fi nally, he said, "T he worst flight I cver had was w ith D ... D airlines. T he sratT were ru de, tIle food was awti.1i and they even ran out of dury-frecs." The customer thanked him for his advice

and thCll attention w as switche d back to the call that was being answered by the tour operator. Up to now, no availabil ity had been fo und, but on thi" occasion ;\ flight with suitable ri minb'"S was ;Ivailablc. The cllstomer wa~ quirc satisfied with th e pricc and decided to book strAightaway. As my boss and thc tou r operator began to p roces.~ the booking, the customer said "Oh, by the way, which airline arc we flying w ith?O' My boss asked t he operator, looked very shclopish, t hcn looked u p at the custom e r and quil.., tly said, "Uhh .. . it's D .. .D
A irlines.o,


HIS I IOTEL: It' s a \'f: ry spcl..-ial place - H,lThadru as ,\ desli natiun is easy to
rloalh so people l'an decide on a witim 10 come here to rd ax. People ha\'c M) lin lt.': leisure limc now, .it is important to IUH'c somc wh(Tc likt: Sand), Lane which i ~ ea.~y to visit. \Vc .. Iso ha,"e a huge advantage tx-causc of its loeatiun un l'asily the: best heach surro unded by d pr h'ate hOllies in a private estate- . T he hotd owns 400 acre:; hu t has only 120 rooms su it ne,'(Or SlOtOIllS husy even w h~n we ar e fu ll. People also like the elegance of the hOld, thc C"O rals to n ~ whit'll dlanglos colour from white tn pink as thc sun sets, and the theatre of mahogany trees J.TOuntl . STA fF ; We have just under four slall, about 3.~ to ('wory gut'st" roo m . which is a nice ratio because it allows us to he \'c ry allentivc. T raining is \"cry dt'ar to my heart - ahollt 2 5 p~r CtOnt of o ur train ing bUOgl' t g()(.'s on tcd mit:<l l ski lls as t hc Tt~t is o n attitude and motivation. 'We st:nd staff oV('rscas to work in hotd ~ such as thc Sd\"ov in London MId II)("i1' stall' com c lucre so the), are. alw J.)s 1 "Jr ning. Tlut wh;t imprcss,os me t h\' mm t is thl' flOil~ n(lI i l1(Oss of th;.: stair. \Vh ~rt! c1 S<.~ dm:s a maid come in on h(T day o il' to b ring fru it from h.-r garden lilr a gUl~~ 1 who dOl's not f~d well? RATES: We think our "<ltt-s arc good "alul'. In th\ ~ surnnll:r the rail's arc lo",,: r which \\" t~ think is spt..'(;talular \'J.]ue bCl"3Wie you gl't txac:tly the itanw S(rvio.. olll(l itilos as in the winkr. WI~ aIm consid cr I:'m ililos \.... ry important and haw just built a childn"n 's villagc in th..: grounds and o ller adjo in ing roo m s for U S$100, compl .... tc w ith su fI d ri n ks and l"(mkilo s instead uf a. m illihar. Our d ominant market i.~ .~ti Jl couples ageel lorty or on;.. . GU ESTS: Our d rc.'!s code !ionh' times caUSNi p ro hlems lxocause we w ill r efusc c n try 10 di n ne r if someon e is nut smart enoug h . Som c li nH;:; l'llebrit il'S will try to bend the ru lt~$ w hich is a shame he-cause othLT guesls do n't lik..>: it if excep tions arc mad L,. r AVOURITE S T AY AT A H O T EL: (;alll'}" Bay in An tigua.. WLo go thert! quik a lot because: I can n.,.l lly n .. lax thcr..: after the form ality of Illy hold . I can go 10 dinnlo" in shorts and without s h(K,~s . T he atmosphere is rclaxlo d, hut the scn 'i(;e and the food arc cxnolle nt . I like not having any ai l' cond itjoning and b eing ahle to , rirtually roll out o f heel into the .~("a. A lo t of placrs you can u nwind, but you don't glot tht: good Sl~ r \' ic:(: - hcrc ),ou get hoth . I)J S Ll KF S: \V I pa rt icu larl)" .lisli ko.: a n.: t: ity h()teis wher e t he Illa.nagl~m (;n t and oW lw r.~ d on't bring an)' sellse of ra ring. Thc), gin: you a Ix:<1 in a box and stcrik , wlorigillal surroundings. You don' t hJ.w: to ~pt n d a 'int une on a I"Uom to nnd good plac....s .~e) it's not just a q ul~s t io n of price. ON E W ISH H)R T H E INO U STRY: T hat we co uld get oyer the proh lcm of sC<lSonal ity. [ \\'i ~h I could ~omt'ho\\" get J.ITI)S.~ the lIIe~""lgc thal the Caribbean is a heautiful place ill lhc :'UlIlIlItT.


GroupworklPai rwork B Texts

ID Hotel Facilities
Reading 1
2 STUDENT B When you have finished reading th e text on the opposite

o Responsible Tourism

(p'ge 70)

Speaking (pageS5)

page, ask Student A questions to find out about:

the good features of Tommaso Zanzetta's hotels.

B. Morgan Local teacher

the staff.
the roompricing policy. his favou rite stay at a hotel. what he dislikes at a hotel. what he would like to see happen in the industry.

Views on proposed tourism development:

woul d result in ca rs coming over Ll anberis Pass at th e rate of one every four seconds on a summer holiday weeken d would create havoc on the roads Welsh language and cu lture wou ld be seve rely affected by the num ber of holidaymakers from England - al ready difficult to keep the ancient language and culture of Wales al ive this new housing estate w ill be used by people from the North of En gland as second homes they w ill be a separate community givi ng nothing to the area the 600 houses w ill be empty for most of the year

Answer your partner's questions about Richard Williams.

Speaking 2

(page 75)

Student A will phone you to m ake a booking . Use the information from the brochure to answer his/ her queries.

Make notes.
You have no single room accommodation free as from 12 July but you can be flexi ble on pricing. Make sure w hen tak ing any booking


you have the names of all the guests and th ei r requi rements. you have a forwarding add ress and telephone number.

Maple Leaf Hotel

TIle Maple LeoIHolel is conveniently located jive minutes./rom I.he L.B. Pearson International Airpor/. and downtown Toronto. TIle Maple Leaf overlooks CUI eighteen-hole go~f course.

Conventions and meetings

Meeling rooms




U -shape

Size (sq.ft.l

Rate lull day

Single $95-$125 ICan adian) Weekend $75-$95 Double $ 11 5-$ 135 S uites From $265 Check- in 3 p.m.; check-oul 12 noon . Group di scounts: see residential delegate rates below. All major credit cards accepted

] Peaks



Pinl! View

55 25 20

40 20 20

40 20 20

1144 572 486

$200 $ 150 $ 120

Room guarantee policy

First' night's d eposit is required to guarantee a room if arrival after 6 p.m. Cancellation must b e made prior to 6 p.m. on a nival date to receive a full refund .

Room facilities
Color lV. in-room movies, DO telephones. mini-bar. soundproofing. hairdryer, all rooms en suite .

Business Center
The Maple Leaf has a fully-equipped business cen ter wit h six private m eetin g rooms and three offices. offering its guests a comprehensive range o f services. including 24hour faCSim ile a nd telex, photocopy ing. \vord processing. e- mail , int.erpretation and trans lation.

Lecterns. flip charts. slide projectors , OHPs. white boards and stationery supplied at no extra charge. Audio-visual assistancc aVailable . Daily delegate rate Includes morning tee1. and coffee. hot and cold bullet. lunch . afternoon tea. main meeting room hire, $32 p er d elegatc. 24hour residential delegate rate Includes above, plus thrcccourse table d h6tc cvenlng meal , overnight accommodation . full American breaklast.. S Il O per delegate single oceup.:mcy and $90 per delegate double occupancy. Clients must b e able to guarantee at least fifteen delegates per day to be able to ben efit from th e daily or rcsidenLlal dt:legate rates,

A la carte three-course menu from a pprox. $35 p er person.


G) Things to Do
Speaking 2
You are P. Frumkin, a modern hi storian from Boston University. You are staying in London. You have hired a car and come down to Portsmouth for the day together with


your nine-year-old daug hter, Caroline.

As a modern historian you are particularly interested in sailing and maritime history. Caroline doesn't have a long

attention span and tends to get bored quite easily.

Ask the tourist information clerk if he/ she can suggest what you can do for the day. 2 Now change roles. Student A is a tourist and you are a tourist information clerk in Portsmouth. New Hampshire.

Read the leaflets. Note the important pOints. A tourist has just walked through the door. Answer his/ her questions.

John Paul Jones House

Cuirled lOurx ot lilr, ilollsp. and lIlUS DUln by attendants in period costume



Founded 1970, overio()kiflg Portsmouth's historical harbor, serves a (J-course, gourmet dinner by reserved seatillg,

Ruill. in 1 .11(: mid-1 8th century Home of Caplain .Ioh n PUll! .Jones for a time during tile America n War of Independence
Now the home of ~\)rlsmouth Historica l !-iocif',l,y

Great Bay National Estuarine Research Reserve

comp rist:S 4,47 1 acres o f tidal waters
48 miles

Open , W(,ckday, 10.00 ani. - 4. 00 p.m. Sunday 12.00 p.m. - 4.00 p.1TI

of inland Atl;1nric bay.~

Estuary habitat includes tidal creeks, w oodl.and s and open fi elds

E'Cpaima th~ natural fiuma dnd ftO rtl ofthe arM.

PORTSMOUTH H ARBOR CRUISES Discova tbe Ri'L,t:f PisCIltd'llla 's heritage (md the adventure of sail aboard flu Pisces:
A. Inland River Cru ise
through a peaceful world of winding ri\'c[s and the expanse of

Whale Watch Expedition

All trips guided by naturalists. Data collected is sent to New England marine research centers. We have access to three whale zones. Humpback. fin. right, minke, sei whales, as well as whitesided dolphins can be seen.

Great Bay. A great cruise for natll r,llists. I n the fall, sec: an abundance of migr'ltory bird life.

B. Evening C rui se Enjoy a jaunt around the harhor for our version of H appy H our.
Or rcla..x w ith

favorite drink and take in sunset over the harbor.

C. Isle!<; of Shoals Visit nine ,,\'ind~wcpt i"i;mds just si..x miles off-short:.
These islands have pbycd a vit,ll rok in the legcndary folklore of the


r ruJitk>nuljQoJs. Illli(/u<'0' prcp'J{<,r Loc,J/cJ on Porr;mouth'\ h istori c IHludront.

SC'lc()a~t. with


histo ry sp3nning nC:lrly four ccnturies.

u[\JoilH lowls, ,mJ a.flnJfm

I'isiwrs. Tll is is

a /ru tr relaxing ,qourl1Jcr

o r r:ric ncc in all armo>rhcrc uminiiant of days 90111: by.


Groupwork/Pairwork B Texts

~ Marketing the Past

Speaking 2
You work as tour gu ides for Summer Tours of Switzerland. You have been asked to plan a two-hour walk round Rapperswil . Read your information. Plan your route. Prepare your talk . Give your talk to someone in Group A.

(page 91)

-r11e /.Je\fr'< Cc-etrj cYl<Lpel) to the. chw"ch d "l;es

~ 1It-$q .


13h. Cut,"'H Castle..


';'-0'" l$"to to 19'2.1.5,""" 1975


of lbIish Na/:ional

M.. ,e""",

t;I-1ea. has Pee" 0. ~,.,,,,,,,,,t;

devo/;e.d I:n 1'olo...a< CJ>I'\tribbO>1 b> w.,stel'l civi LiSllC.Ol1 01\ the -I:opfloOV



of tioe. cQst/e.
.... Of'IQsW~

3. (ApuGhil'l.


(1606) h'j bie G1J, ior. i1o ,.,. WIth se A"th:>"~'s

9~otto <UOd


if. RP;e. G.....d""s:

IZappeY5wilJ coat oftJ.nHf


of /;ovO vo5e!'.

frv .... ;Two. i:P octob<w; a .

-bloo .... -a VoS. -blAsk -fb... .e.v"':f ~/e Iw"'3 1ft Rtl{!Pe'Swi!..

b WoF 6,000 (<6e buSke{ (;t.

~ Business Travel
Sp,eaking 2
You work in the venues department of The Manor Hotel. You

(page 99 )

receive a telephone call from Albatross Engineering. Using the information below. answer the enquiry. Find out what equipment the client requires . All equipment is provided free of charge if you have prior notice.

TJx Bijho p F orlo(/u RlY.iflj


2 You work for Tangerine Computers of New York. You are interested in holding a three-day business seminar in the UK for local businesses on the benefits of your new software packages. You will be sending a team of eight senior employees who will require accommodation for four nights. You expect there to be some thirty local people attending on each of the three days. They will not require accommodation. Ring The Manor Hotel and find out what they can offer.

I ,
, ,

1.50 people 50

Will they provide OHPs, flip charts and so on? Do they have a local area network you can demonstrate your software on?

15.9 x 8.5 m 150/da),




M palple

B ri llflny R oom

6.4 x 7.3

.051 day



Gumr"y Rt;,()/f/


8.5 x 9.2





Ta pescri pts

o Types of H oli day

Conversation 1

e A Career in Tourism
Lisren ing
3 1 I've been working in the local office of a major travel agency group in the United States for
er ... I have to try t o find the last three years. I corporate clients who will regularly use us when their personnel has to come f or a meeting or a conference or a negotiation - something like that. It's a pretty competiti ve market because when a company is going through a bad patch t hen travel is often one of the first things that gets cut. So we try to include

Dr Garcia: Good question. We have now, in fact, adopted a kind of common language - a set of definitions if you like - so that when various countries coHect statistics on tourism they are all measuring the same thing. And so the WTO now classifies all travellers under various headings. The most important of these for statistical purposes is that of visitors. But obviously, for tourism purposes, we don't count people such as temporary immigrants, border work~rs, nomads and other groups like diplomats, members of the armed forces and people like that. And then v isitors are broken down into two separate groups: tourists who are overnight visitors - that is, people w ho stay for at least one night in some form of accommodation in the country they're visiting and same-day visitors who do not stay the night. For example passengers on a cruise stoppIng over in a port or people simply on a day trip. Interviewer: How long can tourists stay in a country without ceasing to be a tourist and becoming a resident? Dr Garcia: Not m6re than a year. And the reason for the visit must be different from the kind of activity he or she is usua lly employed in. So the purpose of the visit h as to be for leisure and recreation, for business and professional reasons, VFR . Interviewer: VFR? Dr Garcia: Yes, that is: visiting friends and relatives. Or perhaps people are travelling for health reasons to a spa or somewhere like that or going on a pilgrimage to plact'S like Mecca, or Lourdes in the south of France. Interviewer: OK, so we know what tourists and v isitors are, but we still haven't actually defined the word tourism ! Dr Garcia: Well, I can give you the official definition - it's the activities of persons travelling to, and staying in, places outside their normal environment for not more than one consecutive year for purposes such as leisure or business. And this definition can

Travel consultant: Hello, can I help you?

Wo man: Urn .. well, yes perhaps. Last year we went to ItiIly in December and stayed at a small, relatively cheap hotel in Rome and it was very nice, and the year before that we spent the New Year in the Canary Islands, but this year - well , we're sort of looking for something a bit more exciting and adventurous - something that'll give the kids a treat

for Christmas
Travel cons ulta nt: Well, how about this , there's a vcry reasonable and ~uccessfu l package put together by ... (fade) Conversation 2
Young man: Hello, we saw your notice in the window and we'd like to find out a bit more about what it includes. Travel consultant: OK. What exactly is it you want

a number of incentives,
own profit margins.

but of course that cuts our

I'm on a programme where every month or so I

change departments, so I started off in the restaurant and then spent some time in the kitchen and went into the reception and at the moment I'm working in one of the offices and learning accountancy and financial management, and then . er ... at the end of that I hope I'll get a job in a position of responsibil ity either generally or in a particular department.

to know?
You ng woman: Er . well. we're getting married in three months' time and we've decided we want to go somewhere exotic - you know. the holiday of a lifetime sort of thing, not just Benidorm or the Algarve. Travel consultant: Oh well. I think it's definitely Bali for you. There's a speCial offer at the moment w ith three extra nights free on the island of Lombok, um ... which is about twenty minutes' flight off the coast of Bali itself. Young man: Lombok. I've never heard of that Travel co nsultant: Well, that's one good reason for going there. It's completely unspoi lt. Yo ung man: And how much does it cost? Travel consultant: Well, it's very competitive. Would you like a brochure? Conversation 3 Travel consultant: OK sir, I've booked you into a three-star hotel and I' ll make out the flight ticket now. So that's Alitalia flight number AZ1621 and then there's a train connection to Florence. Right. And how are you paying? Man: American Exp ress. Travel cons ultant: Fine. Can I have your card? Thank you. Man: Oh by the way, I'd like to hire a car and make my own wayan to Perugia. Is t hat possible for you to do from here? Travel consultant: No problem, sir. What kind of car do you reqUire? Man: Oh, the most economical. Conversation 4 Woman: And so could you tel l me w hat the price includes? Travel consultant: Well, the price is inclusive of air travel, ten nights on the MV Kirov, full board and all the excursions except the one on Day 2 which is optional. Woman: What's that exactly, Travel consultant: Um I think that's a guided tour round St Petersburg, just let me check in the brochure. Yes, that's right. Woman: Actually, on secor,d thoughts, I think it's a bit expensive Travel consultant: Well pOSSibly, but on the other hand it is excellent value for money (pause) No? Well, what about going ... (fade)

I basically have to be friendly to passengers,

make sure everyone is in the right seat, then show them the safety proce,jures and seNe drinks and a snack. It's not easy to combine this job w ith a social life because I'm frequently away from home. This w eek we're stopping over in Dubai so we won't be back tor another couple of days. But I enjoy the contact w ith people and we're part of a good team.

I have a checkl ist of points which I go over

beforehand to make sure that everything is ready. I check that the eqUipment is in the right place and in working order, that all the catering has been looked after, the hotel reservations have been made and things like that. Then when people arrive I welcome them and give them their badges and information folders. Next w eek we're having a big do with about

600 participants so ... (fade)

5 I have to deal with the public and take their bookings for flights, hotels, tours, car hire and that sort of thing. It's quite hard work and the basic salary isn 't brilliant, but I get a performance-related bonus and commission so I don't do too badly . I'm doing a training course at the moment because I'd like to specialise in incentive travel. In fact I have an
interview next w eek What I have to do is to plan ahead so that in two or three years' time we have another destination or resort to offer in the catalogue . This means that I have to vi~it and travel around t he region, contract w ith hoteliers and service providers and so on. Obviously, I have to deal with

be further subdiv ided so that we can distinguish between the types of tourism. There's domestic
tourism, that's where the residents of a country travel within their national borders. And then there is inbound tourism, that's w hen people who live in another country come to visit the country where you live. And finally outbound tourism w hich involves the residents of a particular country going abroad for one of the reasons w hich J mentioned earlier. Interviewer: Right. so w e have domestic, inbound and outbound. And I suppose you can also ... (fade)

a lot of money

Listenin g 2
Sum mer hol iday by Cliff Richard
We're all going on a summer hol iday No more working for a week or two Fun and laughter on our summer holiday No more worries for me or you For a week or tw o. We're going where the sun shines bright ly We're going where the sea is blue W e've seen it in the movies Now let's see if it's true Everybody has a summer holiday Doing things they always wanted to So w e're going on a summer holiday To make our dreams come true For me and you.

matters and negotiate terms and conditions. At t he moment we're thinking of opening up a resort in Albania. Speech work : \Vo r d st ress reliable available sociable suitable

e Trends in Tourism
L i stening 3

Interviewer: Dr Alberto Garcia works for the

World Tourism Organisation in Madrid and has come into the studio to talk to us about developments in the modern tourist industry. Dr Garcia, how can we actually determine what a tourist is?

11 6

Tap escripts

Listen ing 3
15 Int erviewer: Can you tell me something about when and how tourism actually began in Singapore? Christopher Keoh: Tourism in the strictest sense began a long time ago when people from the east and the west were travelling and trading. Singapore began its existence, owes its existence actually, to trading. It started off as a trading port, a harbour fo r pirates actually, but more significantly when trading developed between the east and the west, from Ch ina, from India into Europe or intra-Asian travel, then most of it wen t through Singapore. So Singapore started as a trading nation bet ween the Spice Islands and Europe. Now that naturally gave birth to what we would caJi the tourism industry, with inns, hostel keepers, restaurant; - well that's how I think touri sm started. A lot of travel between the UK and Australia would stop in Singapore back in the days of steamers and the romantic days of travel. Of course now, very few people - about 3.500 out of a t otal of abou t 225,000 - come by sea. The vast majority fly directly into C hang; airport. Right now tourism in Singapore has become a major industry attracting people from all over the world into South -East Asia through Singapore and also features very prominently on the UK- Australia routes. Interviewer: If we look at the kind of modern tourism of the last twen ty t o thirty years what patterns do you think have emerged? Christopher Keoh: If we were to take 1965 as the benchmark, because 1965 was the year Singapore gained its independence, arrivals into Singapore then numbered 90,000 a year and the bulk of that travel actually came, like we said, from the steamers and ships coming through the port of Singapore. So, from very humble beginnings since 1965 tourism has taken off in a very big way and, if we t ake 1993 f or example, we welcomed 6.4 million arri\lals from all over the world, Interviewer: These 6.4 million. about how long did they stay? Christopher Keon: Tne average leng th of stay is 3.8 days in Singapore and we from the Singapore Tourist Au thority, believe that there is more to ~e and do in Singapore and should justify it being a business destination . Interviewer: How are these visitors broken down? Christopher Keoh: If we were to t alk about the breakdown of arrivals on a world w ide basis we are talking about 15 per cent of our arrivals coming in on business. Holidaymakers account for well over 60 per cent, the rest of them would be visi ting friends and relatives, in transit, on their way to other spots in South-East Asia, or else going lor an educational pu rpose. But the two main blocks would be holidays 60 per cent and business a little in excess of 15 pcr cent. Interviewer: And those holidaymakers - what do they do in Singapore? W hat do you encourage them t o do, to see? Christopher Keoh: Well, we believe that Singapore is an excellent introduction to Asia, speaking from a European or non-Asian point of view . W e see Singapore as the spri ngboard t o the rest of SouthEast Asia, where they should come into Singapore first to be acclimatised, to get used to the culture, to explore a little bit of w hat the rest of Asia holds in store for them.

e Where People Go
l istening 1
Interviewer: Penny Goodman and her husband, Charles, with their son Harry, an advertising salesman in Los Angeles, and his wife Olivia, who is from Maryland, are on the last day of the Tornado Tour. They have visi ted seven countries in r.... elve days, a t otal distance of 2,750 miles. This is their first trip t o Europe. I asked them w hat their impressions were . Interviewer: Can I ask a few questions? Penny: No problem . Interviewer: Have you honestly got to know the real Europe in twelve days? O l ivia: Of course not. Seven countries - 2,750 miles. That's w hy our t our's called the Tornado Tour! Interviewer: Isn't it ever an noying w hen you can't get off the bus because you ab-solut ely have to sec Rome in two hours? Penny: Well, I would've kind of liked to stay longer at a couple of places. But it was the first time I've been to Europe and so this w as the right trip for me to get an impression 0/ Europe, just to whet my appetite. Interviewer: W here w ould you like to go back to if you had the chance to spend just another five minu tes in Europe? Harry: Pari s, the Trocadero by night. O livia: Florence. To see M ichelangelo's David again . Charl es: Those castles. All those wonderful castles on the ri ver. Where was that now .. ? Penny: Germany - between Heidelberg and Bo nn. Interviewer: How was the f ood? Harry: Swiss chocolate . Fantaslic! I always get an allergy from American chocolate. But in Switzerland I could eat white chocolate for the first time in my life. Nestle's Gala!<. That's one name j'lI never fo rget. Penny: And you could eat cheese. Harry: That's right. I have this allergy to chemicallytreated food. In LA you can spend hours trying to find cheese or an apple tha t hasn' t been sprayed with something or other. It's great just to be able t o go into a shop and not spend hours researching what is in the apple, Penny: And the herbs ... Have you ever had a pizza w ith fresh herbs? The difference is like night and day Interviewer: Did you miss anything? Penny: Sure did, ice cubes. I can't understand how you can serve a cola in the summer without ice cubes Two minutes in the sun and the stuff is cooking. Interviewer: Did you go to a McDonald's here? Olivia: Once, in London. But we have McDonald's in the US too. We came to learn about European culture, Interviewer: Did you pick up any souvenirs? Olivia: I picked up two outfits in Rome, Harry: For a mere 600 dollars! Charles: Come 00, we've aU spent a fortune_ Int erviewer: On what? Penny: Oh, crystal in Venice, a cuckoo clock in Geneva, leather bags in Florence. Did I f orget anything? Charles: Silver spoons from almost everywhere. Penny: Well, my " .om \': ill appreciate them. AnY'..'ay, I think it's good to go shopping even if you don 't buy anything, It"s good to know what everyone eke has got. Just to compare.

Interviewer: Has twelve days really been enough t o see Europe? Penny: My son and Olivia - like most Americans only had two weeks' vacation so there was no choice. Spcec h work 1: The schwa sound 6 again another monitor certificate internal culture manager salesman Switzerland Piccadilly Circus

Listening 2
12 a of the six and a half mil lion visitors last year, about two thirds stayed in hotels b We're working on a thirteen point five commission basis at the moment c The revenue forecast for July at the fuJi rate
is 145,205 . d "Could you please quote your booking numberr "Yes, it's AS stroke oh two one nine seven

eight. " Your flight number from Hong Kong to Guilin is CZ th ree zero three two. I The rate of inflation has gone up by over 2 per cen t, that is from 6 to 8.15 per cent. 9 There' ll be seventeen extra guest s arriving on 30th July.

o Travel Agents
List enin g 1 7 Call 1 Agent 1: Yeah, w hat is it you want? Caller 1: I'd like to speak to Monsieur Dupres, please. Agent 1: Who did you say? Call er 1: Monsieur Dupres in fina ncing? Agent 1: He doesn't work here any more, Call 2 Invieta Press: Hello, Invicta Press, can I help you? Agent 2: Good morning, this is Sunrise Tours. Can I speak to Mrs Sharp, please, on extension 452? Invicta Press: Hold the line, I'm putting you thro ugh. M rs Sharp: Hello, Mrs Sharp speaking. Call 3 Caller 2: Helio, can you tell me what currency I' ll need to go to the Ukraine? Agent 3: Yeah, hold the line please and I'll find out for you. Caller 2: Yes . .. (noise of conversation in background) Agent 3: Hello, are you sti ll there? Caller 2: Yes. Agent 3: It's the karbovanets. Caller 2: The w hat? Agent 3: The karbovanet s. Caller 2: Never heard of itl Agent 3: Me neither! (more background noise) Caller 2 : Well .,. er .. thank you, Agent 3: Jane l Stop it! Thank you, (hangs up) Call 4 Tour operator: Hello, reservations, Agen t 4: Could you check me something on


invoice please? Tour operator: An invoice. I' ll put you through to the accounts department. Agent 4: Well , er ... no it' s ., . (pause) Accounts: Hello, Accounts . Agent 4: Sorry , but I didnt want Accounts, could you transfer m e back t o Reservations please?


Accounts: To Reservations? No, I can't All their Jines

Natasha: Speaking. M r Maughan: Urn. I visited your agency last week and we talked about the tours you organise in the Ukraine. You said I should get in touch with you if I'd made up my mind. Natasha: Oh yes. I rem ember. Have you decided where you'd like to go? M r Maughan: Yes. I'd like to make a booking if that's

Nat asha: Yes. that will be an additional 1 7 per person. Shalt I look after that or would you prefer to get it yoursel f? M r Maughan: No. no. you do itl I havent got timel Natasha: Right. so I'll need you to fill in an application form and I'll also need three passport size photos and a copy of the inside cover of your passport. so if you bri ng those in the next time you drop in I'U send everything off with the con f irmation. M r Maughan: OK. Natasha: And j'lI also need your deposit w hich is 100

are engaged. You'd better call back later. Call S Agent 5: Funtours, can I help you? Caller 3: Could I speak to Mr Poynter, please?
Agent 5: No, I'm sorry, he's in a meeting at the

caller 3: Sorry. r didn' t quite cak h that? Agent 5: I s.ald he's in a meeting


Caller 3: Oh ... urn ... OK, urn. (.111 6

thank you.

Natasha: Fine. I'll just get a booking form. Hold the line .. . Right. Could you tett me which t ou r you've decided on? M r Maughan: The one - sorry, I havent got the reference with me - the ten -day one to Moscow via Odessa. We f ly from Gatwick. Natasha: OK. ,.U look up the reference number later. Can you tell me what d ate you want to leave on? M r Maughan: The thirteenth of July. Natasha: Fine. So would you mind me your name. please? M r Maughan: It's f or me and my w ife - Mr and Mrs Maughan . Natasha: How is that spelt? M r Maug han: M - A - U -G - H -A -N. Natasha: And please could I have your first names? M r Maug han: linda and Natasha: Is that linda with an i or a y? M r Maughan:An's l - I - N - 0 - A. Natasha: Thank you. a nd Itt need your home address. Mr M aughan: Certainly. That' s 41. Swynford Hill . Temple Fortune. London NW11 7PN. Natasha: 41. I'm sorry. could you please spell Swynford fo r me? M r Maughan: Of cou rse. S-W-Y-N-F-O- R-D . Then Hill, Temple Fortune . London NW11 7PN. Natasha: And t he t elephone number? Mr Maughan: 01813924535. Natasha: And do you have a number at work? Mr Maughan: Yes. 017 1 2740083. extension 32. Natasha: Thanks. And are you both British? Mr Maughan: I am. my wife has an Irish passport. Natasha: Right. now do you mind if I just check the details? It's Mr Kevin Maughan spelt M-A-U -G-H-A-N and Mrs linda Maughan of 41 Swynford Hill. Temple Fortune. London NW11 7BN. M r Maughan: Sorry.

Customer. Can you tell me how much that' ll be?

a head.

Agent 6: Yes, that's 375 plus a 5.50 sea-view supplement and that's per person per night. so that comes to 452 and another twice 38 flight supplement charge. Customer: Oh. Speech wor k : Intonation In tag questi ons 11 a: You went f or two weeks last year, didn't you? b: The 10.35 flight is fully booked, isn 't it?
c: You're returning alone, aren't you?

M r Maughan: Right. welt I'll drop by at the beginning of next week and make you out a cheque then. Natas ha: Good. thank you for calling.


o Tour Operators
Listen i ng

Maria: OK. 'eI's get down to bUSiness. shalt we?

You know the situation. dont you? We've been approached by Sky Air who have some spare capacity on their transatlantic 767s and they ... e asked us if we're interested in chartering aircraft to Cuba. So I've been out to look at some sites and I' ve nego tiated rates and come to an agreement w ith some hoteliers and I think we have a good price because obviously everyone in Cuba desperately needs foreign currency at the moment. Now David. what about you. w hat's the position eKactly with Sky Air now? David: Welt. they ...e given us their seat rates and we've negotia ted a discount by taking a time slot they wouldn't've been able to fil l. So we've got 270 seats at approximately 250 each for twenty -fi ve weeks in rotation. And I'm told by the marketing people that we'lI probably be working on load factors of about 80 per cent - so we should be doing

d: Your husband isn't going w ith you. is he? e: There is a guided tour. isnt there? Practice 2

A: Good morn ing . Would you like some help or are you just looking?
B: Good morning. Well. I was considering taking a short skiing trip. You dont happen to have any bargain packages. do you? A: Ah w ell. As it so happens. yes. But could you first give me some idea of where and w hen you'd like to go?

B: Anytime between now and mid -March really but

the sooner the better. A: Would you prefer to ski in Europe or America? B: I was thinking of Switzerland or Austria but it's more a question of cost and good skiing. Could you suggest where we can find good intermediate to advanced ski runs? A: Mm. well ... we have a seven-night self -catering deal to Verbier in Switzerland and t hat's 259 and one to Alpach in Austria for 169. Both leave this Saturday. That's not too short not ice, is it?

Maria: Right. that's good news. Shirl ey. how much do you think we'lI be able to charge for th e whole thin g? Shi rl ey: Well . taking into account overheads like travel agents' commission ... um ... transport charges for local tours and other things like ... urn . the salaries of local reps and so on. I think 550 for two weeks is about right. M aria: OK. and after taXing into account commission. transport and salaries. what profit margin does that leave us? Shirl ey: Eight per cent. It's low I know. but even just 5 o r 10 will persuade people to go elsewhere. But I do think we'lI be able to sell more local tours. I'm told that there's likely to be a 15 per cent take-up on the tour to Havana. which is very encouraging. Also J've made a comparison wi th our competitors in the Dominican Republic and we're about 10 per cent cheaper than they are. Mari a: Good. And wh at about the brochure? Richard ? Richard : Well. we've started to write the copy and I've had a lot of photos taken of the resort and I must say it looks pretty good. If you can give me your final prices I can update the figures Maria: What kind of t ime scale are we working in? Richard: Well. we're having this brochure printed by a different f irm and we have to meet a deadline for 1st September so. if all goes according to plan, the brochure should be published in October

B: No. that's f ine. Um, my partner prefers

Switzerland so I guess I'll take that one. Er. could you teU me which airport t he f light leaves from? A: Yes. Gatwick.



repeat that?

B: And the plane comes back to Gatwick, does it?

A: That's right. B: Fine. A: Right. well, let me take a few particulars. Could you tell me what your name is? B: Yes. Bogdan Kominowski.

Natasha: Mr Kevin M . M r Maughan: No. the last bit of the postcode. Did you say P or 81 Natasha: B. B for Bravo Mr Maughan: No. it's P for ... for er ... Peter. Natasha: Sorry. thanks. So it's London NW11 7PN. Telephone number 0181 3924535 and at work 0171 2740083 . extension 32 . Departure date 13th July . Now. there's the i nsurance which is ... er . .. is compulsory on this kind of tour. Would you like to make your own arrangements or would you rather take out the standard insurance policy? M r Maughan: Oh ... I guess the standard one. It saves a lot of trouble. Natasha: Yes. OK well the insurance prem ium iswai t a minute 1 '/1 look in the brochure ... urn (reads to herself). It's for ten days. isnt it? "Up to eight days, 19. Nine to twelve days 22 per person". Right. so that's 21 per person. A nd .. um ... you'lI need a v isa as w ell. Mr Maughan: OK. um ... do you know how much that costs?

A: Um .. yes .. . er, would you mind spelling that for

me? Listening: 1 15 Travel agent Good morning. In tourist, can I help you? M r Maughan: Hello, er yes. can I speak to Natasha. please? Travel agent: Er. yes. w ho's calling? Mr M aughan: I spoke to her last week about a holiday in the Ukraine and I'd like to make a booking. Travel agent: OK . could you hold o n please? I'll put you through to her desk. Mr Maughan: Thank you. Natasha: Hello.

11 8

M r Maughan: Is that Natasha?


f) Promoting a Destination
Li"tening 1
4 Interviewer: So w hat kind of people come to Barbados? Ann Trevor: It's a great spread - it runs from the
very upmarket - people who will spend 5,000 for a

Helen l ee: Good mo rning everyone. My name's Helen l ee and I'm going to describe the itinerary to you and tell you a litt!e bit about w hat you' ll be seeing. It's a fifteen -day tour which covers the main tourist spots and also goes down to Hong Kong as well, so it gives you a good introduction to China if you've never been there before. Easter's quite a good time t o go; the weather's getting a bit warmer then i n t he north of China. It'll be quite pleasant in the south . . but really the best times to go are May to June and then in th e autumn, but obviously they're th e t imes w hen ther e are going to be more people around . But we start our tours going just before Easter. You'll be flying l ondon to Beijing to start with and staying for three nights and doing th e most f amous places like the Forb idden City where the Emperors used to live, the Summer Palace up in th e wes t of the city, the Temple of Heaven , and just time to stroll around , have a loo k at the streets, go sho pping, and so on . You'll have the experience of two guides w ith you, a national guide who'll stay with you all the way through the tour and a local Chinese guideboth trained, English-speaking guides so you' ll have the benef it of their knowledge. And then f ro m Beijing we go by coach to a smaller city in the north ca Jled Chengde w hich is - or rath er was - the summer resort of the Emperors and th ere's a pretty park there and we v isit three temples. One of them is very reminiscen t of th e Potola Palace in lhasa. And on the way there we stop at a certain part of the Wall called Jinshanling and have

Kong? Helen l ee: W ell, we're flying th ere the follow ing day - it o nly takes an hou r. Your guide w ill actually leave you in Guilin, and in Hong Kong you' re baSically left to do your own thing - there's no sightseeing included. You'll be staying at the Metropole Hotel w hich belongs to our group and you can book onlo tours there. An d th en the final day, we fly back Cathay Pacific So, by t he end of the t our, hopefully you'll have learnt a lot about China.

week. fly here by Concorde and. you know, stay in Sandy Lane which is probably one of the best hotels on th e island - it's on the west coast which is th e most prestigious - all the way through to the budget end of th e market; now you can get some pretty

good deals - a lot of the hotels on the south coast

do special packages, so we really target the w hole range, but in terms of w hat this office does, this
office will really try to pinpoint the upper end

(!) Responsible Tourism

Listening 6 Interviewer: I know you're very concerned about environmental issues at O verland Encounter, but, in practical terms, what can a tour operator do to make sure t hat touri sts don't destroy t he beauty of th e thing they came to see? Michael l eech : Well, I think

because Barbados is an aspirational island, if we

advertise or target in our PR the top end it'll bring

the rest with them.
Interviewer: Yes. Ann Trevor: ... and that's our strategy. Interviewer: Could you e)(plai n w hat you do at International Trade Fairs - because you have a stand at most of them? Ann Trevor: We go to a majority of the big ones World Travel Market in the UK, the big one in Germany that' s just happened, the ... um . . the ITB, we go to that one . It's really to establish - o ur main objective is to establish and keep our name in front of the trade - and these shows are very t rad eorientated - and at t hese e)(hibitions you can't do too m uch else, there's no point in setting up a series of meetings because everybody gets delayed, everybody gets very busy so it really is a PR exercise to let people know that Barbados is stil l there, still on the map, and it'S still an island they can send their clients t o. And obviously we give out information and we have ground tour operators and hoteliers wi th us. If any of th e trade wants t o as.k a specific question about a hotel, w ho better to have it from than the mouth of the actual owner, so they w ill come over as well and help us to generally spread the gospel. Interviewer: Wha t's your relationship with your tour operators? Ann Trevor: O ur tour operators are pretty aggressive and they're also pretty specialised , either in th e Caribbean or long-haul . There are certain tou r oper<1tors w ho deal wi th honeymoons, certain tour


have to get

involved in w h at we call 'Iow impact tourism". You can 't deprive people of their interest in wanting to travel. But w hat you can do is to set up patterns of behaviour w hich will introduce them to a country in a responsible way. That means, for example, making sure that, on an adventure holiday , no detergents are used in springs or streams and that no rubbish is left behind after camps. It means, if you're visiting a protected area like th e Antarctic, that people must respect the ru les and not damage fragile plants or go too near the penguins. It means provid ing travellers w ith a pack w ith instruct ions o n how to behave and what to do to best preserve the cultures and places visited . Interviewer: Do

a picnic on

the Wall - it's slightly quieter

you think that many people w ill in

than th e other places on the W all which tend to


fa ct not listen and will just ignore whatever guidelines you give them? Michael l eech: Perhaps, but Ihe key factor in minimisi ng damage thro ugh tourism is to keep groups to a manageable size and th en you can control how they behave. Thirty on a safari is an absolute maxi mum. Interviewer: A re operators now putting things back into the environment instead of just taking from it? Michael leech : Very m uch so. There are schemes to protect wil dlife habitats in Kenya and Tanzania, to save the rhin o, veterinary programmes and so on . People now go o n holiday t o restore ancient monuments or clean up beaches. Things have changed and the model of Mediterranean to urism of high-rise concrete, sun, sea, sand and sex is not the one most people now want. And another thing, in some places th e enviro nment ;s tourism and national parks have been created by it. W ithou t tourism , the animals w ould have gone . I think th e environment is strengthened by sensjt ive tourism - look at th e preservation of the gorillas, for example. And you never know , t ourism might !>ave the tropical rainforest in a place like Madagascar. I think most cou ntries go through several phases in their tourism developmen t and hopefully, in the best scenario, th e local people not only share the income and foreign exchange gen erated by tourism but also use the amenities.

packed with tourists, so this is nicer. And th en from Chengde w e go back t o Beijing and then connect w ith a flig ht to Xi an which is the begi nning of the Silk Road and famous for the Terracotta Warriors th at everybody's heard about, and w e lunch at the Warriors and go on t o the Banpo Neolithic Vi1lage, th e Huaquing Hot Springs and other sightseeing spots. Then we go down to Shanghai for one night, and a couple of hours on a train t o Suzhou which is know n as the Venice of the East because it' s a canal city and it's where a third of the silk is actually produced in China, so it's quite an interesting place. And irs famous for its gard ens so we go there too to see the gardens. And there'll be a visit to a silk factory as well. And then go back to Shanghai, another night th ere, and the following day go down t o Guilin w hich is a very well - known city - more in the countryside than other places you'll be visiting ... for its river, t he Lijang River, and its magnificen t limestone formations along the river bank . 50 there'll be

oper<lt~rs w ho deal with just the very, very exclusive

upmarket areas - so we can target them pretty closely to promot ions.

So if we are doing a

promotion there's only probably two or three that we can talk to and they know now that if w e approach th em it'll be pretty worthw hile. but if it's not worthwhile we would n't do it anyway. Interviewer: How would you go about settin g up a new area or destination? A nn Trevor: Well ... I can use Almond Beach V illage as an example of that. They've just lau nched a new hotel and had

a river trip all

the way down to the small town of

Yangshuo w here there's an interesting market w hich sells wild CIlimais, flowers and plants and herbal medicines, and then bad: up to Guilin afterwards. There's also an optional excursion you can take in the ev ening

a press launch and

some of our staff

took part, and they'll be making a num ber of marketing efforts and sales calls t o help them on, but they're actually putting their own people on the road. Anywhere w e go obviously we' ll promote it and our sales team is out three times a week actually selling Barbados - if th ere's something specific that needs pushing th en we w ill push . Listening 2

to see cormorant fish e-rmen at work -

they have rafts and they have thei r own private cormorant and the Dirds drve dO'.o,'O and bring the fish up

Listening 1 Travel consultant: Good morning. Can I help you? (Susan: Yes, I ... J Oh sorry, I did n't re<:ognise you . You came in t he other day about a trip to the

to the wrfa-ce and rt's quite f ascinating to see

that. O K, are thefe any questions so far? Travel agent: Yes. .....hen do \ \e g et to SO to Hong


States, didn't you?

Susan: That's righ t and . .. er ... jf it's OK by you I'd like to sort out the fin al itlnerary_ I've rung up some of my friends and relatives over there and so I've pretty well worked Ol)t what I'JI be able to do wh ile I'm there. Travel consultant: Good. Do you still plan to start off in New ,(ork and come back via San Francisco?

Susan: Fine. Travel consultant: And then your best route would be to tak~ the Capitol ltd. on to Chicago and then get on the Desert Wind for las Vegas. The only problem is that you'll have to hang around in Chicago for a f ew hours. Susan: Well, that doesn' t matter.
Trav~ 1

m Ladies and gentlemen, as we drive round the corner, here in the main squa r~, if you look to your right you can see the famous l eaning Tower. n Passengers are advised not to leave their luggage unattended . o We're now approachi ng Pigeon Point, Tobago, where passengers can disembark.

consultant: So if you took the 16.40 from

Susan: Er ... yes. l ast time you mentioned

something about an open-jaw ticket. Could you tell me what ... 7 Travel consultant: Oh, an open-jaw ... yeah, you' ll

Washington on the 7th you'd arrive in Chicago at 09.10 on the moming of the 8th and have until 15.05 to have a look around Chicago. Susan: O K.
Trav~1 consultant: So I'll book you on the Desert

List eni ng


Melani e: Well, it was three or four years ago

when the boys were still very young. Oliver - that's our youngest - was only three and a half. Anyway, we'd arrived at Heathrow in good time for our scheduled flight for Dallas, only to find th~t they werent willing to give us our seat numbers. Instead we were told to wait on one side. Well, quite

fly out from Heathrow to Newark International and come back to London from San Francisco. That means you pay haff the return fares on both routes added together.
Susan: And do I get my studen t discounts on those flights? Travel consultant: Yes, no problem. Susan : OK. So I'll set off on 1st September and fly to Newark, and return on the 21st from San Francisco. Travel consullant: Fine. Do you need accommodation in New York? Susan; No, thanks. My uncle will be picking me up from the airport and putting me up f or a few days in Manhattan. I was thinking of visiting Ellis Island and of course the Empire State Building and .. I guess it's pretty easy to travel around New York. Travel consultant Well, there are guided tours of
the city but you can get around quite eaSily on the subway, and if you want to look around Ellis Island and liberty Island there are regular ferries. Vou dont need to t ake the guided tours if you want to go around on your own. Susan; Righ t. And. um .. about my trip to Niagara . I've looked at what's available and I've decided to take the Grayline one-day tour. Travel cons ultant: Um ... yes, it's a bit pricey you know. Are you sure your budget w ill run to that? Susan: Urn ... well I know it's expensive but, well, I've been saving up for this and I rea lly don't want to miss out on seeing the Niagara Falls. Travel consultant: OK. fine. Well that's $290 and for that you have to pay in advance . Er ... they pick you up at the Sheraton and you go by coach to Newark Internat ional Airport, fly to Buffalo and then on to the Niagara Falls by coach. There's a guided boat tour and then you drive over to the Canadian side, then back to Buffalo and the plane to New York, to arrive back at about 6.30 p.m. Susan: Right. and the next day I was planning to go to Washington.
T,av~ 1

W ind to las Vegas via Denver and Salt l ake City, arriving in Las Vegas at 07.45 on the morning of the 10th. Susan: Then (want to leave l as Vegas on the 12th for los Angeles. I'll want to spend a few days there . Travel consultant: OK, so that's the Desert Wind again for Los A ngeles. Susan: And then I'll need to reserve to San Francisco on the 17th.

queue was developing - middle-aged couples, students, families like us, and then, as the time of the flight approached, a couple of staff in suits appeared and eyed us all up and down. It was very unpleasant really. And t hen we were addressed by the older, I suppose the senior, member of staff w ho apologised for our delay and explained that they'd overbooked

a seat from LA

Travel consultant: Will you be wanting accommodation in las Vegas or Los Angeles? Susan: No, I real J y need to cut down on costs ask them if t hey can put



on economy class and that they were doing all they could to make sure that we'd

hoping to be able to look up some old friends and


giv~n seats on this

me up.

Travel consultant: OK. So we'll book those trains for you, the excursion to Niagara and of course the international flights. I'll draw up the itinerary for you, make a note of the check-in times for the fl ig hts and so on and make out the tickets for you. Susan: Great. And j ust one more thing. While I'm in los Angeles I want t o be able to see Disneyland, Hollywood. and so on and so I'd like to hire a car wh ile I'm there. Can I do this through you? Travel consultan t: Yes, I've got a brochure here in f act. You have a choice of ... (fade) Listen ing 2 6 b a The next stop will

fl ight - or another. Friend; With the stress on another! Melanie: Well, we didn' t know that at the time. Needless to say, the boys were getting a bit impatient and w anted to get on the plane, but then after a w hile some people started to be singled out and disappeared towards passport control wi th relieved expressions. Eventually we were left standing there on our own! My husband was getting more and more impatient but then an officiouslooking lady came up to us with new tickets. She told us it'd been impossible to allocate five seats together in anyone part of the plane and so we were to travel to the States on another airline. The plane would leave in two hours and, instead of flying direct to Dallas. would take us to Houston. There we'd be met at the airport and taken to a good hotel - a luxury hotel, they said - for the night and then shuttled back to the airport the next morning for the connecting flight to Dallas. Friend: What did you think about thaP I don't suppose you were all that pleased. Melanie: Pleased - we were furious, but there was
v~ry littfe we could do. Anyway, w hen w e did arrive

be Terminal Two.

Would all foot passengers please proceed to the

disembarkation point on B deck. c Mind the doors! d Would Mr Vince Chu ng, a pa~senger on British Airways flight BA 755 to Hong Kong, pleas~ go to
th~ Flight Information Desk?

The train arriving on platform four is the 10.13

for London Victoria, stopping at Rochester, Chatham and Bromley South.

UK 700 to Edinburgh. Passengers are advised

pre-flight ch ~cks are being carried out. Departure will be delayed for approximately half an hour. g In the unlikely event of an emergency, all
n ~a rest

in Housto n, late that night no one was there to meet us, no one knew why we w~re there, nor anything abou t a hotel and connecting flight. So, after several very angry telephone calls to the airline's Dallas office, we were final ly booked into a very shabby downtown motel and told that a taxi would pick us up at seven next morning. Friend: And that was the end of it? Melanie: No, it wasn't. When we got home I wrote a letter to the airline and in fact they refunded most of the fare. Friend: So you ellded up with a cheap holiday! M elanie: Cheaper perhaps, bu t it was a catas trophic start and nearly ruined it comple tely. But one thingit taught us a lesson Fri end : W hat's that? Melanie: To kick up a fuss. The same thing nearly happened again, not in London this time but in San Francisco. This time we weren't on hol iday, we were

consultant: By


bus or by rail?

Susan: Well, I was told that the bus can be dangerous for young women travelling alone so I thought ... well .. could you get me an Amtrak fifteen -day travel pass? Travel consultant: Sure. But I need to know your times and rou tes before 1can book everything. Susan: Right, so on the 5th I'U take the day trip to Niagara and on the 6th l 'U take the train to Washington .. spend some time there before going on to Las Vegas . And then on the. Travel con sultant: Hang on a m inute . Here we are, New York to Washington on the Capitol ltd. Susan: Sorry? Travel consultant: The Capitol Ltd. All Amtrak trains have names. So that leaves at 07. 23 and arriv~s at 11 .05 on 6th September.

passengers should proceed to the with a lifejacket. h


station w here a member of crew w ill issue everyone Good morning, passengers. Caplain Nolan and

his crew would like to welcome you on board this airbus number 820 to Hamburg.

Would Miss Andreas please report to the Purser's Good morning, lad ies and gentlemen. The maitre

Office next to the duty free? d'hatel will be coming to your compartment in a fe w minutes' time to t ake orders for brunch. k We regret to announce that there is an industrial dispute on the Italian rail ways, therefore the transfer between tnnsbruck and Venice will be by C0<1ch . I We'll be flying over the Atlantic at thirty-five thousand feet.


Ta pescr;pts

on business. So we w ere looking pretty smart, not like your usual holidaymakers but more like VIPs. Anyway, same thing, kept hanging around, told to wait in line and this time we complained - boy did we complain, we would never tra vel w ith the airline again, we wanted compensation, etc. And so we were asked if we wouldn't mind travelling club class. Fri end: Mm . Melanie: And we said - not dub dass - first class. Friend: And they let you? Melanie: They sure did. And I saw a programme t he other day on TV and someone from a British carrier w as explaining how they cope wi t h overbooking. Apparently a lot of tra vellers don't show up and the airline stands to lose money . So they overbook their seat allocations. But in the summer, most people do show up so they have problems. So w hen it happens the y watch check-in. And if they th ink some people look as if they w ill make a fuss they get preferen tial treatment. Friend: So it pays to be aggressive Melan ie: Yeah, we[I, not so much aggressive as assertive , polite - and well -dressed.

It' s the Llsual situation - if there are six wholesalers from Germany, Scandinavia, Britain and so on compe ting for this same block of rooms then the overseas hotelier can hold out for a higher price - it's a question of supply and demand Interviewer: $0 there the rooms are contracted for and the operator w ill pay for them whether or not they are actu,1l1y fill ed? Nick Patterson: Thal's right. Section 3 Nick Patterson: But the fore ign travel agents sending visitors to London and the UK rarely, very rarely. contract in the same way. In other words, we will agree to hold a block of rooms and give the forei gn agent, say, thirty every night. but normally there is a cancellation or release date so you w ill sell your thirty rooms. And so a party of fOllr might book and they w ill notify us that Senor and Senora Gonzales and two kids are coming and they will be entered into ou r reservation system, and we will know they still have twenty-six to sell. But three weeks out or four weeks out - and that's subject to negotiation - I will cancel the rooms that he has not sold and he will be under no obligation to pay for those rooms. And that's a totally different way of contracting than the other way round, where, if you took thirty rooms, you 'd have to pay for the whole lot whether you'd filled them or not. Section 4 Nick Patterson: So you see incoming tour operators to Britain have a much easier deal. Interviewer: W hy is that? Nick Patterson: Well, that's just the way it has developed. But there's another trick of the trade in Britain because we w ill then overbook; so if I've got

Kelly: And how do you get there7 LudW ig: Well, theres a daily ferry service from Mersing which can carry 200 peopl!': and also a catamaran service which takes about 250 passengers from Singapore, and that leaves every day from the Singapore World Trade Centre. That takes about four and a halt hours. O t herwise we do ten flights a day on nineteen-seater biplanes belonging to BefJaya Air from Singapore Kelly: Oh, so you' re part of the Berjaya group? ludwig: That's right. It's Malaysian-owned and based in Kuala Lumpur. And we also have hotels in o ther

of Malaysia 'lnd Sri Lanka, Mauritius, and

t he Seychelles. Kelly: And what exactly do you have on offer? ludwig: Wel l, if you look in the brochure here, the hotel complex consists of basic<llly chalet accommodation . There are 480 double rooms, and about a third of these have an extra bed and so we can accommodate about 1 ,000 people at anyone time . And each chalet gives onto a cOllrtY<Hd which is named after a flower. We try to keep the gardens beautiful because if people corne to a tropi,,).1 dC'Stination we reckon irs because they w ant t o see colour and variety. And in the resort itself we have lot of activities like scuba-d iving and snorkelling. golf, swimming, horse riding. jungle trekking and live entertainment in the evenings. Kelly: It looks a very attractive site. And wha t are the rooms like? Lud w ig: They're all very luxurious wi th private shower and a hair dryer, a telephone, colour TV and - what else? - oh yes, a mini bar. Kelly: Looks good. I'll have a word w ith our Ch ief Executive, I th ink she'll be interest ed. And. how is business going at the moment? ludwig: Well, at present were doing vcry well but w e're always trying to improve. At the moment we' re putting in mooker rooms, a badminton and volleyball court and a karaoke lounge. A nd we're offering special deals for retired people. Kelly: I sec. That sounds interesting. Can I give you my card - and your name again is? Ludwig: ludwig Szeiler. Let me give you my card Ke lly: Th<lnk you. So I'll tell our Ch ief Executive that I've spoken to you, .. (fade) List ening urn.

4DHotel Facilities
Listening 9 Section 1 Interviewer: How do you actually cost the rooms in your hotel? Nick Patterson: Well, we have the commercial sector and t he leisure sector. Wi thin the commercial sector then> are vario us subsections - there are those that come in and will pay the published ta.riff, the rack ta.riff and there are no discount5 involved. There are those people who, because they say 'we've got 100 people a week in the area who w ill stay wi th you for, say, forty-eight weeks a year" , they w ill come in and negotiate a price - a corporate rate and most hotefiers will try to hold that to a 10 per cent discount, but dearly, depending upon the importance of the contract to the hotel , the rate can be cither 8 per cent or up to 15 per cent Interviewer: And what other rates are there? Nick Patterson: Well, w<.': h,1II1" a confNC'ncc rate and there's a standard retail tr.wel agency rate, because sometimes the retail agent w ill book direct - w e're giving them a straight 10 per cent and we subdivide that into special schemes as well . um ... because someone might come along and say " if you wish I can take 20 per cent of your total occupancy every night, can I have a special deal?'" But as. a hotel manager I have to be careful because I might say to my boss, "I' m full," and he might say , "Why are you full at this rate? Irs appalling,' and so I have to do a balancing act and try to eradicate the cheaper business and slow ly build it back up to the more realistic room rate Sectio n 2 Interviewer: What sort of contacts do you have with foreign travel agents? Nick Patterson: W ell, that's interesting because wholesale operators working out of this country and going to a place like Spain or elsewhere will contract a number of bedrooms - say 5,000 rooms for this summer - and they' lf bargain very hard w ith the hotelier who will have to work out his own breakeven point and decide w hether there is enoug:h demand for his rooms to hold out for a bigger price.

100 rooms to sell 1' [1 give each agent fi fty a night because I know they won't fil [ them. But, I mean
some operators arc so small that they only have a freesale facility for h....o or four or six, and so a hotel w ith 300 bedrooms in London work s w ith 100 people w ith 1\'110 or three or tour rooms on
fre~le ,

and so they can sell them withou t reference to the hotel and simply post notify us that Mr and Mrs Gonzales are coming. But there comes a cut-off point when those rooms are no longer available and

so the hotelier is at the same tim e selling into other

mukets, into ot her segments, so we allocate some
rooms on a freesa.le basis to the in-corning tour

operators but re tc!n rooms for our rack- paying bu>.:ness sector, o ther rooms for the 10 per ccnt business p....o4Op!e. the 15 per cent discount people, the conferenc!' 2..Ilocat ion, and the weekend traffic for

12 Speal<er 1: So, as you can sec from the documents in your folders, ladi(;s and gentlemen, the first part of the report deals wi th the siting of the proposed development. The obvious candidate is the
Docklands area to the east of London . ThNC ilfe t wo main reasons for this. First is the fact th.1t there has been a shortage of suitable sites in London, and the Docklands development represents a unique opportunity for expansion. Secondly, many hotels in the city centre - that is the area known as the West End - have been upgrad ing recently and have become correspondingly more expensive. As the demand for hot el accommodation has increased there has been a shortfall in supply of more priceconscious, three-star accommodation, and th is is the sector we recommend you should invest in. Thirdly. this area of london represents a uniq ue investment opportunity. The English Tourist Board surveys show that it's abou t number 6 on the list of things to sec in London and it 'll probably develop as a tourist destination in its own right. And with the City so close it's also the main business area and

short bee ::.'- plOgE mmes, and so on . YOLI real ly have

to inv"'"'It ~'.2.Y5 of all the baJis in the air at

the xme tiJn,:.

G Selecting Locations
Li s.tening 1
2 Kelly: HeIo.
CE.:J""l I~ao(h.:(e

myself? My name's

KeUy COO!J6" 00- nunL Toms in Sydney. ludw ig:


to -eoe: )0 _ . I'm ludwig Szeiler.

TO"'_'"'"5. 'f"L ~? Kelly: TI--.:.:'"s - 5:. .... ooc ~ .s the possibility of
::-r.--e..e~ zo J.''"Sic. for tropical ,,:. ..:::_--3: -: --:ere kloks very

t.alcir:g A_-s:r~ .:..~ <=...-....::

.a':tr2d... 'se-: J:"1~.1,. -:?2

r::2...::r.e: .2..:.0 .rt TlOman

- --.z..- St:2....-:.!e~ ::-::.25": Cl ~

l udwig: : s.::-= ~
fG,-t~ - 7'~


- ~-=-C2.. -


= =e ::x2::-~


particularly well served by l ondon City Airport to which about 80 per cent of passengers are inbound. And communications with the rest o f London are good w ith the Docklands Ught Rail way and the Th<1mes River Bus. Hopefully. we'll also see the completion of the London Dome Project, w hich will be a major venue for sports events, concerts, conferences and so on. Speaker 2: Have you been able to identify a suitable sil e? Speaker 1: Yes, we've made enquiries with a number of agents and we've earmarked a sit e in the Port East development - this is on the North Quay of the West India Dock and we' ll be visiting it this afternoon. Speaker 3: Fine. So this is described in section 1, is it? Speaker 1: Yes, and well, as you will see in section 2 of the report we feel that you should aim for a 300 bedroom hotel in the three-star category so the guest rooms would obviously reflect that standard so .. should have private bathroom and shower, colour TV, in-house video films, direct dial telephone and so on. And we think that , because there's bound to be some noise from road traffiC, the rooms should be sound-proofed. As far as the restaurant is concerned you'd probably need about 150 covers and even that number may be too small at peak tim es. So you would be well advised to use the con ference and banqueting facilities as an additional breakfast room, or give tour groups continental breakfast as room service. Speaker 3: W hat about the location of the restaurant? Speaker 1: well, it should reall y look out onto the ri ver to maximise its appeal for both residents and non- residents. The same goes for the bar and lounge area. It would be a shame if they didn't. Um .. other things we deal wi th are, section 2.3, the conference room w hich should be really for quite small events, say a maximum of ninety to 100 people. Speaker 2: Why so small? Speaker 1: Because most of the office sites have planned their own in -house conference and meeting facilities and, as we said before, there w ill be conference centres in the area. 2.4 d eals with the health and fi tness d ub and possibly a swimming pool, which is actually very important because if you have club membership it could well be of considerable appeal, not on ly to g UESts but to office workers and local residents. This could generate quite a substantial additional revenue for the hotel. And another thing we feel is important is the provision o f a car park for about 100 cars - possibly wi th some kind of security system - and also space for half a dozen coaches for the tour group business. Speaker 2: OK, so that perhaps brings us to the anticipated demand for the hotel. What would be the mix of guests? Speaker 1: George, that's your speciality. Speaker 4: Yes, well, we surveyed other hotels in the region and found that there's an average mix of 58 per cent tourist demand and 42 per cent bUSi ness, but there are wide variations as there are some that have a 75/25 business I tourist split and others with a 20/SO split. But, from our contacts with both tour operators and business houses, it would seem that, given that Docklands is a secondary location, it would be more price sensitive than the West End

and could therefore attract tour groups for whom the centre of London is too expensive.

e Things To Do
L i stening 10 Tourist: Hello ... um ... do you speak English? Inform ation officer: Yes, how can J help you? Tourist Well. we've just arrived and we're planning on staying three or four days, and we were wondering if you could give us some advice about where we can stay and some of the things we should do while we're here . Information officer: OK, wel l if you're looking for relatively cheap accommodation you could try the Locanda Silva w hich, if you look at the map, is here on the Calle del Forno. It's a kind of bed and breakfast and costs 60,000 lire a night. It's an extremely popular place to stay. Touri st: Uhuh ... and do all the rooms have a bathroom? Information officer: Um .. . no, so if you want a better class of hotel then you might like to look at the San Giorgio w hich costs 110,000 lire. If you're interested in art it's especially convenient because it's just next door to the Palazzo Fortun i museum and a couple of minutes from the Accademia museum. Tourist: Well, that sounds quite good. W here is it? Information officer. Tha t one's here on the Calle della M andala. Tourist: OK, we'll try there. Could you tell us a bit about the water taxis? Information officer: If I were you I'd forget about the speedboat taxis bec.ause they're horrendously expensive - it's best to stick to the vaporetti, the water buses. If you get a tourist pass you can use them as often as you like. Tourist: How much is it? Inform ation officer: I'm sorry, I can't tell you offhand, it depends on the number of days - but they're pretty reasonable. Tourist: Right. What about things to do? Inform ation offi cer: Well , you can't miss the Piazza San Marco and the Palazzo Ducale - er, the Doge's Palace, w hich is absolutely amazing. And there's the Ponte dei Sospiri - the Bridge of Sighs - and the Ponte di Rialto. But the best thing is probably for you to take one of these guidebooks so you can plan your own sightseeing depending on the kind of thing you're interested in. There's one here in English w hich is very useful. Tourist: O K. And w hat about places to eat? Can you recommend an especiall y good restaurant? Inform ation officer: Yes, there's the Ponte Vecchio w hich is highly recommended. That's here on the Pescheria di Rialt o. Or you could go to AI Mascaron on Calle lunga Santa Maria Formosa. Try the spaghetti with lobster - it's absolutely out-of-this world. Tourist: Right. well- thank you very much for your help. Information officer: You're very welcome.

war and left as a monumental ruin. Art historians dont think of it as the best piece of architecture in Berlin, but it is an interesting earl y example of an ironwork construction. But aesthetically it's a problem. We're trying to renova te and preserve all that has been left standing of the original building but there are two choices: either we choose a modern contemporary architectural style in harmony wi th the still preserved parts of the ruin, or we reconstruct it as it used to be. It's funn y that the avant-garde, the kind of modernist viewpoint is very much with the archaeologists - art historians tend to defend the reconstruction of the destroyed architectural heritage. Intervi ewer: And w hat do you think? Expert: Personally, I think if architects had 'always concentrated on reconstructing the past we would still be building pyramids. I would much prefer a dialogue between wes tern art of the late twentieth century AD and Egyptian art o f the twentieth century BC - it's much more constructive and creative and interes ting. 4 Interviewer: And what will it look like when it's finished? Expert: W hen M useum Island is complete we plan to display only a very limited nu mber of exhibits and to keep on changing w hat there is to see so as to give frequent visi tors, and especially the ci tizens of Berlin, a permanent impetus to come back again and again. I don't like museums w here you show thousands and thousands of objects. The average visitor is unable to make a choice. to distinguish between what is important and not so important. Interviewer: So how can you help visitors to choose w hat they should see first and wha t they can leave until later on? Expert: For the six archaeological museums we'll try to separate the quick visitor groups, those coming to the museum for half an hour/forty minutes maximum; and we'll try to install on the island an intensive tour for these tourist groups with very limited time available for the museum visit. And we'll display selected representati ve exhibits from the different museums starting with, for instance, ancient Egypt and the most famous piece in our museum, the bust of Nefertiti, surroun ded by monumental pieces of architecture - a temple gate, an obelisk, some temple statues. And this is Egypt for the quick visitor. Then the tour goes on with the Ishtar gate from Babylon as a representative example of the ancient Near East, then we come to the market gate of Miletus from Asia Minor and the famous Pergamon altar, and finally the facade of the castle of Mshatta as an example of Islamic architecture. So the quick visi tor sees just a few selected examples of the great civilisations of antiquity and not the proper museum where the individual visitor is not disturbed by these visitors. Interviewer: Right, so the rest of the museum is relatively empty. Expert: Yes, in the rest of the museum the atmosphere is qUieter and we can cater for smaller groups, smaller guided tours can go there, and I think this is how we can deal w ith mass tourism. We cannot change tourism for the masses. we have to accept it, we have to make the best of it. Personally I deplore that in huge museum designs, such as the louvre for example, or in the new installations in the British Museum you have to walk enormous

Marketing the Past

Li stening 1
J Interviewer: Could you tell us a little bit about the reconstruction of the museum here? Expert: Yes, the Neues M useum was built in 1850 and was a very odd mixture of architectural styles. Then, of cou rre, it was bombed in the second worfd



distances if you wan t to go from one famous exhibit :0 another. I mean in the Louvre you have to walk ;nore than one kilome tre between the Venus de Milo and the famous Mona Lisa or the famous Egyptian saibe of the Old Kin gdom and you have to walk through all the art galleries that you may no t want to

Gil Business Travel

Listening 7 Interviewer. So how do you go about selling this
particular venue? Agne s Johnson: Basically, the way that we sell this venue here at The Manor is we contact conference agents; in England there are a number of agencies w ho w ill book conferences on behalf of companiesin England there's about 500 agencies operating, and they usually have a computer base so they have a good knowledge of all the venues - some specialise in country house hotels like us, some specialise in chain hotels bu t, by and large, most of them w ill book any sort of hotel and what happens is, we pay them commission because they've gone to all the trouble of finding the business f or us - we

pu bl icatio ns and in the Yellow Pages - the phone book - we also often attend exhibitions w here we'll put ourselves forwa rd, make a display and tell people who come to the exhibitions about the hotel. A f air amount of our business also comes from telephone enquiries, so down in our sales office we need to have people that can answer the telephone and know exacUy what the capabilities o f each room are and how we can negotiate our prices. Interviewer: What else can you do to attract potential clients? Agnes Johnson: Well , we also have a lot of special events - the major one we do is a Shakespeare f estival which has been running for fortyfive yeal"5 and we often do a thousand people a night. With all our guests it seems to go down like a house on fire, and so it does a lot o f our hospitality and our advertising for us. And other peo ple might come and see a play and think, ~ oh I need t o book a conference next year" .

see at all.
I think we should give people what they have "eaHy come to see and then, once a mem ber of the group visi t has seen that part of the mu seum , he will sa), ~Oh,! must come back as soon as I can and see



Lisuning 2
9 Guide: As you come into this first ro om, let me ... elcome you to the Pergamon museum and to the

monument for w hich this museum was

... the great altar from the ancient city of

don't have to go out and get it, but we need to offer

them incentives to use us ... something that's going to attract people to use us, whether it be an additional commission or a special ra te f or the conference delegates. Interviewer: How m uch is the com mission? Agnes Johnson: We normally give them 8 per cent, so 8 per cent of the charge goes to them for finding the conference. If a client is looking for a conference cen tre they'll actually pick three hotels from the compu ter that match w hat the client wants, then they'll come out and visit each hotel. then they may bring the client out to visit the hotels and then the client will make a decision based upon w hat he knows about them - so it's a lot of work, but, on the whole, w hat we try and do is get in there and try and be friends with most of the conference agentsthe better we get on with them the easier it is to sell t o them. And that's what you find in selling any product. !f you can make your clients your friends you're going to be able to do business a lot better. Interviewer: Can you ever sell d irect? Agnes Johnson: Well, on the one side weve got the conferen ce agents we talk to and on the other side we go direct to the corporate clienl s, and there's a lot of companies out there w ho have requirements for meetings, for conferences, for dinners perhaps, and what we need to do is to fin d out w ho they are and if they would use us. Its a long and complicated, well not a complicated - it's a quite honestly tedious process of t elesales, of cold calling, goin g out knocking on doors of companies, giving them our conference brochure, talking wi th them, asking them ~ you know - would they consider using us for a conference. It can take a long time. You may have talked to a corporat e client six months ago and they may have said, ~ mm ... we could use you," and then you may find two years down the track they'll remember us and use us, so it's not the kind of thing that happens overnight. Interviewer: And what about advertisin g? Or do you rel y just on direct sales? Agnes Johnson : No, we also have to participate in advertising. We can't just h ave sales people out and about because they can't cover the huge mass that ad vertising through the printed word can cover. Within our advertising we use books like these, the green book and the blue book . They're bibles for people w ho organise conferences - most large companies will have a copy 50 it's vital that we be in there. There's information about the hotel and a picture so they can go through and fi nd you and give you a call. We also advertise in a lo t of smaller

~gamon. My name is Martin Leicester and I am :leighted to be your guide on this t our of the

- useum's greatest treasures. Let me begin w ith the a:ar itself. While you make your way over to the -..assive flight of marble steps I'll give you a little :lad:.ground information about the city in which this spe<t..acular monument was built over 2,0Cl0 years



Pergamon was particularly famous for its $tG;..f)ture and what you see in this room t oday are =e remains of the greatest sculptural project that the ever produced. Even in ancient tim es this altar -as considered to be a wonder 01 the world. It's ~ to have been built soon after 180 8e by ,5 Eumenes II to commemorate a series of l'Ctories Q"";er Pergamon's long-standin g enemies the ~. some of whom had migrated not long before


~ ~..estern

Europe. A similar struggle is shown in the frieze - the ::::r-:.nuous band of sculptured fi gure s t hat used to -.:: completely around the altar beginning and encing at these steps. Carved in relief were over a -_~red life-size figures, illustrating the mythical :tie between the Olympian gods and their rivals, ::-e giants. But these sculptures are not only sym bolic

T triumph in war they also represented the victory -7 Greek culture over barbarism. The altar and its
~ ....-ere in fact a thunderou s proclamation of the

s;Iories of Greek ~h o larsh ip and art and of the right

~ ?ergamon to see itself as the new A thens.

As you look at this section of the frieze you'll see

-..2.~ it is dominated by two standing figures. A thena

!5:ne striding woman with the shield, Zeus is to the ~ with his broad bare chest. As the godd ess strides
"':!.....ard she turns and with a serene but powerful

-c',-ement lifts the winged giant Alkyoneus by his -oil'. The giant can only loosely clutch at her arm ~-.:. with the serpent of Athena coiled about his

::oCy, he"s powerless

AJthough the colour has gone from many of the :oiects in this room, just a few steps away there is ~er great monument from the ancient world ::-E.: has lost little of its original brilliance. So come ...-!h me now for another unexpected delight. If you .r2 through the centre archway of the Miletus gate z::.d keep going straight ahead down the long :-:nieIor you will fi nd the walls on either side ::erorated with a series of lions. W hen you reach the
.a5i of these lions please stop and turn round.


Word List
accommodatio n air traffic control ai rcraft airline
all- inclusive


Ital ian
I' alloggio, la sistemazione il controllo d i '1010 l'acromobile, I'acreo la compagnia aerea t utto incluso I' assegnazione it bagaglio

Unterkunft Fl ugleitung Flugzeug Fluggesellschaft alles inklusive Platzanweisung Gepack Wanderer zu zahlender Rest betrag Obernachtung mit FrOhstuck an Bord 1:ehen buchen Buchung Buchungsformular Mi ni url aub Hochzeitssuite BroschOrc Kabinenpersonal StornierungsgebOhr Autovermietullg Fluggesellschaft, Reisegesellschaft Gastronomie Chalet Preis pro Person/pro Kapf chartern Charterfl0ge Abfertigung Reisebus Appa.rtementh aus Berater Reiseleit er Dl"ckung Beglc itbrief Gedccke Kreuzfahrt Wdhrung
Tagesausfl ugl~r

(Ontr61e du trafic aerien avion compagnie aenenne tout compris attribution/repartition bagages randonneur solde chambre (petit dejeu ncr compris) embarquement reserver reservation formulilire de reservation vacances de courte duree su ite reservee aux jeunes maries brochure equipage frais d'annulation location de voitures transporteur restauration chald prix/fairc payer per personne affreter 'lois charter enregistrement appa rtemcnt en copropriete expert-conreil guide assurance lettre explicative cou verts croisiere monnaie, devises excursionniste depart sallc d'embarquement caution/arrhes remise hors ta xe educatour (salle de bain) attenante excedent de bagages taux de change excursion educatour prix du billet


baggage backpacker

iI backpacker, I'cscursionista
il saldo camera e prima colazione I'imbarco prenotare la prenotazione

bed and breakfast


booking booking form

it modulo di pren()tazione
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brida l su ite

cabin crew cancella ti on chiHges

car rental


1 0 chalet
f'addebito pro capite, I'addebito a testa noleggiare i vof i charter il check-in, f'accettaz ione il pullman, la corriera il condominio, 10 stabile in condominio H/la consulen t e
11 corriere

charter flights

coach (Br. E.)



ccurier cover
covering letter

la copertu ra assicurativa la leUera di accompagnamento i coperti la crociera la valuta , la moneta il gitante la partenza la sala partenze it deposito


currency day tripper

departure lounge

Abreise, Abflug Warteraum, Abflughalle Anzahlung, Rabatt, Preisnach l a~ Zoltfreie Waren Fortbildungsreise mit Bad und Toilette Obergewicht Wechselkurs A usflug Eingew6hnungsreise Fahrpreis, Flugprl"is Flug Devisen Programm far haufige Fluggaste Voltpension der volle Fl ugpreis, Fahrpreis ausgebucht Wildschutzgebiet Geschenkladen


1 0 sconto
duty f rt" e informativo en -su ite (servizi) il bagaglio in sovr,1ppesO il tasso di cambio I'escursione, la gita il viaggio d i famitiarizzazione la tariff a, il prezzo

d uty free
educational en-suite (facilities)

excess baggage
exchange rate

familiarisa tion trip (fam)

fare flight
foreign exchange frequent flyer programme full-board full fare fully booked game reserve gift shop

' 01
devises programme de fidelisation pension complete fJl ein tarif complet reserve naturelle boutique de cadeaux client dC llli-pension randonnee v acancier / estiv ant chaine h6teliere

it volo
il cambia estero il progrJ mm <l per chi viaggi.1 spesso a pcnsione complcta la tariffa comp leta tutto prenotato la riserva d i caccia if negozio d'articoli da regalo I'ospitc a mezza penslone I'escursio nismo it turista la catena alberghiera

guest ha lf- board

holidaymaker hotel chain

Halbpcnsion Wandern UrJauber Holelkette

alojamiento control de !rMico acreo avian

zakwalerowanie kontrola ruchu powietrznego samalot linia lolnicza wliczaj'lc wszystkie koszly

konak!arna hava Irafigi kontrolU


ev otploC; KUKAoqlOpiac;

hava yollan hepsi dahil yer aylrtma bagaj
S irt ~antali turist


linea aerea
todo incluido


6.\0 oUl-lm:pIAQiJ[lavOIJCVO

przydziat (rniejsca)
bagaz lurysla z plecakiem saldo nocleg j sniadanie



TO ~lli1(;J T" <: m:pLn'\avwllv~

aJojamiento y dcsayuno

bakiye, hesap ya!ak ve kahvalt l






wsiadanie na pokfad

yer aYlrmak , rezervasyon yapmak yer aYlrma, rezervasyon rezervasyon formu klsa talil balayi dairesi



rezerwacja formu larz krotki urlop apartament d la nowoiencow broszura zaloga kabinowa oplala za


solicitud de reserva descanso corto suite nupcial folie-to camarote de la tripulad6n recargo par canceladon alquiler de caches compania de trasporte catering chalet recargo por persona fletar vuelos charter factufaf auto bus condominio

KpoTTlOTl atone: lPoPfJO KpOTrJOTlC; St one: OUVTOj..lC; I5tOKont c; YOfJrlA10 oouiTo tpuAMblO 151 0tprJfJ1OTlKO nAf)pwfJo np6oTlfJo QKUpwonc; E:VOIKioOT') aUToKlvr'lTou jJt.TOlPoptOC; TpOqlOOOotO t.f;OX1Krl tnoUATJ xpt won ova OTO\.lO VOUAWVW milOt.lC; TO'OPTt.p Oiplf;'l mo YKIOt nn'lone: AwqlOpeiO OUYKUPIOPXio

u<;ak personeli z usfug i iplal Ocretleri araba kiralama

ta~lmacl , nakliye ~irkeli

wypoiyczanie samochod6w pr.zewoinik tywienie dziakka oplata za jednct ezarterowac IOly czarterowe zgloszenie aulokar wakacyjne mieszkanie wtasnOSciowe konsultanl pilot wycieczki ubezpieczenie list przewodni nakrycie slolu wycieczka morska waluta wycieczkowicz odjazd sala odlot6w depozyl zniika bez cia objazd trasy (aparlamenl , po k6j) z lazienkq nadwaga bagaiu kurs wymiany wycieczka objazd trasy oplata
si~ osob~

yiyecek i~cek hazl rlama

ko~k , dag evi ki~i ba$1 Ocret

kiralamak, tutmak (farler seferi bileli vize ettirme yolcu olobOsli ka t mOlkiyeti konsOltan, dam$man kurye sigorta kapsaml ve miktan evrakm mahiyelini anlatan meklup solra laklml deniz gezinlisi para birimi gunubirlik dola$an kimse
ka lkl~

do odprawy

mensajero cobertura carta de presentad6n cubierto crucero moneda excursionista salida

ouvoooc: kOAulj1l1 OOtp6At.1OC; ouvo!5WTlKrl cmoTo,\iJ af;coou6p Tpont.~lou OTIOTOpiou


IOXUOV v61J1CJl.lo 'lfJEpr;cnoc; cKl5pOlJtac; OVOXWp'lOTl


sala de embarque
depOsito descuento libre de impuestos v iaje e9ucativoJ viaje de estudio incorporado exceso de equipaje tipo de cambio excursion viaje de familiarizacion pasaJe vuelo divisas programa de vue los frecu entes pension completa billete entero totalmenle lIeno coto de caLl tienda de regalos invitado media pensi6n excursionlsmo veraneanle cadena de hoteles

giden yoku salonu kaparo iskonto, indirim gumrliksuz e9ilse! amac;:11 gezi en-suite lazla bagaj deviz kuru gezinli pefsonele turizm

KOTO~Ari EvvUrlOTlC;

tlmTWOTj OOQOI-IOMY'lTO Ei6rJ EKnOlbEUTlKO OIt.UKOAUVOCte: untpj30po onooKEUwv ouvo11oYjJo EKOpojJrl yaptlnl.m gezi TOf;l61 t.f;OIK CiWOTlC: TllJrl IOTlTTlpiou nn'lOTl f;tvo OUVMAOYjJQ npOYPOllfJQ OUxvou TO~IOIWT'l n,\iJP'lC: OIOTPO<Prl nAf)p'lC: TllJrl t.IOT)TT)piou Evn:Ai>c; KAt.IOjJt vO KpQ1T1CJTl Yla nOIXviol KOTocrn1l-l0 !5wpwv !pLAof;voulJ VOC; 'l1J1-OIOTPiXPrl nE(onopio napo9pton'le: o1uoii3a f;EVOl5oxiwv

bile\ liereli, yol parasl. devi z slk u(fu$ yapan yolcu programl. lam pansiyon tam bi le! parasl rezervasyon dolu, yerler dolu. aVI korumak iin ayrt l m l ~ arazi hediyelik e~ya dOkkam mis.afi r. konuk
koIa cj ~

wymiana pien i~
ud09OdnienOl cr.. zl",;; IQ1nic=;"d"I
j).)~~to.. . "7" _-'".'-::0<' b7,~

zakwalerov.anie z pe!nym Wyz-fio"f:fII.;m bilel petnoplatny brak wolnych miejs.c rezerwal towiecki sklep z pamiqlkami gosc zak waterowanie z

yZllm pansiyon uzun yOrOyti~ taule kimse


urlopowicz siec hoteli



hotel ier in-flight in-flight service incentive travel insurance policy itinerary jet lag liner load factors lobby long-haul flight occupancy option out-at-season outbound package tour passenger passport control premi um racking reception refurbishment resort return ticket round trip (Am. E.) runway safari scheduled airline scheduled fligh t seasonal self-catering self-drive shuttle sightseeing skiing special interest holiday special offer stand-by (passenger) stay st opover surcharge tariff tax-free terminal terms and conditions theme park time slot time zone timeshare tour tourist board Tourist Information Centre transfer travel twin room upgrade valet service Window-shop winter sports

h6telier pendant Ie vol service

l'aJbergatore durante il volo, in vola servizio durante II '0'010

Hotelier wahrend des Fluges Service wahrend d6 Fluges Reisen als Leistungszulage fur Personal Versicherungspolice Reiseroute Jet-lag Passagierschiff Lade-Faktoren EingangshalIe, Foyer Langstreckenftug Belegungsrate einfache Fahrkarte Wahl, Moglichkeit

a bard d'avion

voyages de stimulation police d'assurance itineraire fatigue due au decalage horairc paquebot de grande ligne taux de remplissage d'avion reception vollong-courrier taux d'occupation aller simple option hors saison en partance voyage organise passager contrale des passeports pnme presentation de brochures reception remise station billet aller-retour aller-retour pistc d' envoi safari

it viaggio d'incentivazione
la polizza assicurativd t'itincrario il jet lag il transatlantico i fattori di carico la lobby il vola lungo


it tasso di occupazione degli alberghi

il biglietto di sola andata I'opzione fuori stagione in uscita viaggio 'tutto compreso'

one-way ticket

der Saison

auslaufend Pauschalreise Passagier PaBkontrolle Pramie Stander/Regal fO r Werbematerial Empfang Renovierung urtaubsort Ruckfahrkarte Hin- und Ruckreise Start- und Landebahn Safari

II passeggero
il controllo passaporti
11 premia

I'esposizione il riccvimento J'ammodernarnento, la messa a nuovo il centro turistico, il luogo di soggiorno il biglietto di andata e ritomo il viaggio di and ala e ritorno la pista di decollo 0 di atterraggio il safari la compagnia aerea di linea il vola di linea, il '0'010 regolare di linea st<lgionale con usa di cucina senza autista la navetta il giro turistico, ta visita ai monumenti 10 sci la vacanza d'interesse speciale j'offerta speciale in stand-by

a neuf

compagnie ~ennt a~suranl des voIs reguliers

vol regulier saisonnier (appartement) indcpendant voiture sans chauffeur navette visitcr/faire du tourisme ski vacances

planmaBiger Flug. Unienflug Saison- Ije nach Jahreszeit selbstversorgend fUr Selbstfahrer Pendeltransport Sightseeing, Besichtigungen Skilaufen Urlaub je nach Interessengebiet, Hobby Sonderangebot Standby-Passagier Aufenthalt Zwischenstation, Zwischenlandung Zuschlag Tarif zollfrei Terminal allgemeine Geschaftsbedingungen Freizeitpark Zeitschlitz, Zeilspanne Zeitzone Timeshare Tour Fremdenverkehrsverein Touristen- Informationsburo Transit (eisen Zimmer mit zwei Einzelbetten Steigerung Reinigungsdienst einen Schauf ensterbummel machen Wintersport

a theme

promotion voyageur sur une lislc d'attente sejour halte surtaxe prix exonere d'imp6ts aerogare modaJites parc a theme/ pare d'attractions plage horaire fuseau horaire maison en multipropriete excursionlvisite guidce/circuit office de tourisme syndicat d'initiative transfererItransfert voyager chambre ster faire du leche-vltrines

II soggiorno 1 0 scalo
11 ~pplemento di prezzo, il sovrappreuo

la tariffa esentasse, nOn impon ibile I'aerostazione, iI term inal termini e condizioni

iJ parco tematico il tempo disponibile

il fuso orario

i1 timeshare
il viaggio, il tour I'ente turistico Centro Informazioni Turistiche

iI transito, il trasferimento
viaggiare la camera doppia, la camera a due letti avanzamento di grade

a deux lits

meilleur classement

iI servizio di guardaroba guardare Ie vetrine dei negozl

gil sport invernali

sports d'hiver

hotelero en vuelo servicio a bordo viaje incentivo paliza de seguros itinerario desfase horario transatlantico 1actores de carga ves tibu la vuelo de larga distancia tarita de alojamiento billete de ida opeion fuera de tem porada salida/partida viaje organizado pasajero control de pasaportes prima de seguro estan\e recepeion renovaclon centro tunstico billete de ida y vuelta viaje de ida y vuelta escapado safari linea aerea programada vuelo programado estacional seltcatering sin chofer servicio de enlace visitar lugares de interes esquiar vacaciones de interes especial oferta especial en espera estancia parada aplicar un recargo tarifa sin impuestos terminal h!rminos y condiciones parque tematico cscala de tiempo zona horaria multipropiedad glra o ficina de turismo Centro de Informacion y Turismo transbordo v lajar habitacion doble ascenso/aumento/mejora servicio de planchado mirar escaparates deportcs de inviern o

holelarz podczas lolu uslugi podczas lolu

wakacjtl opIacone pr.:u ...
,,~rodt Z&

otel yoneticisi/sahibi.
uC u~ esnasmda uCu~ Slrasmda sunulan hizmetler ba~anh personeli OdOliendirme yolculugu.


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potisa ubezpieczeniowa Irasa (wycieczki)


sigorta poliCest kllavuz programl. yolculuk kilabl.

U(ak yoIcukJOut'da. , SCII'II"a 'beden $U({nin bcZulmaSI.

wywolane dtugim lolem


statek oceaniczny wsp6tczynnik zaj~losci miejsc hall 10ly dalekiego zasifi!Q u wsp6lczynnik zaj~tosci bilel w jednlt S lrom~ rezerwac}a wymagajqca potwierdzenia poza sezonem l am (0 kierunku jazdy) zorganizowana .....ycieczka pasaier kontrola paszportow sktadka ubezpieczeniowa pOlka recepcja (reception); przYi~ie (party) odnowienie uzdrowiskO bilet powrotny pooro! tam i z powrolem pas startowy safari reguJarna linia loln icza regularny 101 sezonowy za.walacwanie I
JTlc.lllrroic~ ~nia

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lobi uzak mesale ucu~u oda doluluk oranl yalnlz gidi~ bilel!
s~ nek .

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memlekel dllna selere C1kan, toplu gezi yolcu pasaport kontrolO prim rekJam rallan resepsiyon. misalir kabultoreni yenileme gezin!i yerleri
donu~ bileti gidi~-donu~ yolculugu

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uCak pisti salari larileli hava YOllan tarifeli seier sezonluk, mevsimlik


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kendin ye

wlasny transport (dojazd) autobus, pocic:jg zwiedzanie jazda na nartach wakacje specjalislyczne olerta specjalna stand-by

~Iorsuz kiralanan

servis otobusu. gezme, gorOlecek yerleri ziyare t elme kayak yapma ozef ilgi amaclilalil indirimli liyatlar bekfeme fistesi kalma, ziyarel suresi konaklama, mala krediyi deltere kaydetmeme tarile vergisi z ucak lerminali artlar konulu eglence parkl zaman dilimi
arz derecesir.e g5te resmi $33.\11'1 ayn. oIcUOu toge

przerwa w podro.iy doptata taryfa

bez podatku
terminal warun




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turizm bOrosu Turisl Danl~ma Merkezi aklarma yolculuk elmek , yataldl oda

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iyi bit hizmel slmlm8 geci1mesi

:=-.t:...?-:r.2' servisi do1a1'l3. vitrin bakma .

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