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Contents

LANCiUACiE SKILLS

CAREER SKILLS AND KNOWLEDCiE

It's my job IWhere Customer care


in the world?

Find out

Speaking

LANCiUACiE KNOWLEDCiE

Writing

Language spot

Listening

Reading

Greeting and
introducing

Welcome -the first Welcoming visitors Arrival information Greeting and


encounter
introducing
Car hire at an
airport
Cape Town arrival
information

Vocabulary

Pronunciation

Car hire

Makes of car

1 Arrivals . p.4
Singapore

Cultural differences Points of arrival to


the place where
in greetings
you are studyi ng

Car hire dialogue

Arriving and
movingon

2 A place to stay . p.12


Grzegorz Rosinski

Welcoming guests Survey about


hotels

Registration
procedures

Client perceptions
of hotels

The staff structure Hotel services


of hotels

Registering new
arrivals

Hotel information

Where things are

New arrivals

Highlighting key
words

Tell mewhere

3 Tourist information services . p.20


Copenhagen TIC

Assessing customer Information


types
services in your
city / region

Tourist information Tourist Information Giving information Recommendations Giving directions


Information types
and prepositions of
How do I get to . .. ? Centres
movement
Liverpool
Recommending
and promoting

Linking words
together

A rep for all


seasons

Resort
representative

Welcometo
paradise!

Tips on tipping

4 Holiday rep . p.28


Ameli Destivelle

Have you got the


right attitude?

Tipping

A day in the life of ... Local 'tips'


A welcoming talk

Advice and
obligation

Holiday health

Pronouncing
plurals

De scribing food

Food: ingredients
and preparation

Ii: /, /;,:/; /0/

5 Eating out . p.36


eN Tower, Toronto What do you say?

Regiona I food /
food fest iva Is

Our national dish

Food tourism

Taking an order

Describing dishes

The traveller's
guide to Turkish
food

I'm very sorry

Ask someone who


ha s been there

Receivi ng ca m pers WelcomeGiving information Bienvenueabout the weather Willkommen

How to deal w ith


complaints

Th e food of my
region

Relative clauseswho, which,and

that

6 Rural tourism . p.44


Eduardo Barroso

Encouraging
customers to be
sensitive to the
environment

Loca I people and


Acountrythat
offers rural tourism rural tourism
Checki ng in at a
campsite
Forecasti ng the
weather

Welcome!

Making prediction s Resources for rural


tourism
Weather words

High Iighti ng
words to confirm
or correct

Writing bank . p.S2


1 Report writing
2 Information leaflet

3 Public notices
4 Email job application

5 Reporting incidents

Writing bank key p.S9

7 Attractions and events . p.60


Alcatraz

Different cultures, Four attractions in


different responses your country

Describing a
festival

Trends in visitor
attractions

Bringing
attractions to life

Th ree fest iva Is

The Passive

Types ofvisitor
attractions

leII, I:m/, 1I'd1

Architectural
features

Two top Paris


attractions

People and
faci Iities at
attractions

8 On tour . p.68
LucyTovchikh

Personal
appearance

Job opportunities /
training /
qualifications for
tour gUides

From tour guide to Three tours


tour manager

Checking the
schedule

Practicalities on
tour

Coach tour role-play

Preparing notes for Explaining


commentaries
arrangements
Language of
calming and
dealing with a crisis

Whatwouldyou
say?

Problems on tour

Standards of
performance

Highlighting
words to show
feeling

9 Hotel entertainment . p.76


MGM Grand Las
Vegas

Customers of all
ages

Activities for
different age
groups

Making a water ball What's on today


Getti ng the job

Working with kids

Preparing a daily
programme

Email application

Indefinite pronouns Something for


everyone
Helping kids to
make things

Getting kids to
make things

Consonant groups
with /s/

The perfect worker

10 Specialized tourism . p.84


Photoventures

Cross-cultural
Specialized tourism Special request
misunderstandings in your region
Disabilityaccess

What is niche
tourism?

Describing
disability

Stress in
compound nouns

Describing
dimensions,
capacity, and
facilities

Business travel
terms

Ip/, IV, and Iki

Respondingto
problems

Front office duties

Four specialized
tours

Report on
Respondingto
specialized tourism special requests

Preparing and
running a
specialized tour

Identifying and
checking special
needs

11 Business travel . p.92


Metropol ita n
Hotel Nikko New
Delhi

Cultural awareness Business travel in


your country

The needs of the


business traveller

A conference
Culture gUide
Comparing
Business travel and conference centres enquiry
the tourism
indu stry

The consonants

Conference
equipment and
facilities

12 Checking out . p.lOO


Abdol Sadeghi

Quality standards

Receptionist duties Life in the front


office

Check-out
procedures

Common problems Unsolicited


Can I have my bill? feedback

Pairwork . p.108

Grammar reference . p.1l8

Solving problems
Checking guests
out

Reporting to the
manager

Listening scripts . p.128

Glossary . p.137

Understanding
rapid speech

4 Unit 1

Takeoff
Look at the photos.
1 Where are they?
E X AMPLE

ata hotel

Z What type of tourist or visitor is being welc?med in


each case?

Reading
Welcome - the first encounter
1 Match the words with their dictionary definitions.
1 encounter

2 experience

3 hospitality
4 welcome

a friendly and generous behaviour towards guests


b a meeting, especially one that is sudden and
unexpected
c a greeting that is given to some body when they
arrive, especially a friendly one
d something that has happened to you, often unusual
or exciting
Z Read the text. Which subtitle do you think is the best?

Tourism: the encounters industry


Tourism: the experience industry
Tourism: the hospitality industry
Tourism: the welcome industry

3 Which of the six points (a-f) would include this advice?


1 Offer to carry a bag, to get a drink, to open the door,

anything to show you're there to help.


2 Do your research - know who you're meeting, know
where you're going.
3 Have confidence in your abilities and personality.
4 There are many ways of greeting in different
countries, but the smile is universal.
5 Dress appropriately - be smart, clean, and tidy.
6 Find out about the person you're with, and ask them
about themselves.

4 Can you think of more advice to add to the list above?

An introduction to
worki ng in tourism
Tourism is about encounters - encounters with
people, with places, and with experiences. And the
most important encounter is the first one : arrival and
greetings . Get that one right and the rest is much
easier.
Arrival encounters can take place anywhere : at
the airport, at the hotel, at the campsite, in the
restaurant, on the tour bus, or at the attraction.
Wherever it takes place, the rules are the same:
a Be prepared
b Look the part
c Smile

d Be interested
e Be helpful
f Be yourself.