Esp Buku Tourism

UNIT 1
AT THE AIRPORT
I am late
This is where
passengers
collect their
baggage.
Here’s
your ticket
sir. Have a
good
flight.
Welcome to Thank
East Timor
you.
English For Tourism 1

Activity 1
Vocabulary: arriving and departing
Insert the correct word from the box into the gaps!
customs officer departure lounge carry-on bag check in
immigration officer baggage collection baggage allowance

queue
travel documents immigration visa
1. When you arrive in a country from overseas the ....................................................

checks your passport. In some countries you must have a
.................................................... before you can enter. Then you proceed to the
.................................................... area to pick-up your bags and then to the
.................................................... who may, (but not always) check your baggage.
2. When you leave a country you must first .................................................... with
the airline to get your boarding pass. If there are a lot of people you must
.................................................... Then you go through ....................................................,
where they check your travel documents and then to the
.................................................... to wait for your flight.
3. On most international flights you have a .................................................... of 20
kilograms per person. Many airlines allow you to take one bag on to the
aircraft usually a maximum weight of 7 kg. This is called a
....................................................

Activity 2
Dialogue: At the airport (2.00pm)
Complete the dialogue by inserting the correct tense. Look

for time phrases first. Practice the dialogue with a friend.
Bill: Hi, Ben where ................................... (go)? Ben : Hi Bill, I ...................................

(fly) to China later this afternoon. Bill: ................................... (go) for business or
pleasure? Ben : Business, I ................................... (meet) some engineers tomorrow
in Shanghai. Bill: How long ................................... (stay) there? Ben : I
................................... (stay) for three weeks and then I ................................... (fly) to
Korea. I ................................... (stay) in Korea until the end of the year and then I
................................... (come) back. Bill: ................................... (be) this your first
overseas trip? Ben : No, I ................................... (go) to Indonesia last year and the
year before that I ................................... (travel) to India. Bill: Anyway, why
................................... (be) you here? Ben : I ................................... (pick up) some
visitors from America. They ................................... (come) from Darwin but the
plane ................................... (be) 30 minutes late so instead of arriving at 2
o’clock they ................................... (now, arrive) at 2.30pm. Americans
................................... (be) always late. ...................................They ...................................
(be) never on time. Bill: I ................................... (hope) your listening skills are
good because Americans ................................... (be) difficult to understand. They
................................... (have) a strong accent and they ................................... (speak)
very loudly. Ben: I ................................... (hope) they understand me. I
................................... (practice) my pronunciation every night in front of the
mirror. Bill: ................................... (not, forget) ‘practice makes perfect’.

Activity 3 Reading an Advertisement
TIMOR LOROSA’E AIRLINE
Low cost flights to Asia from Dili. Book in advance for

even lower fares. Discount for people under 25 years
old.
BALI from $70 (one way)
DARWIN from $150 * (return)
Book now by calling 73338459 Prices do not include

airport taxes. Maximum baggage allowance 25 kg.
Excess baggage charge $25 per kilo. Tickets are non-
refundable and non transferable. * Special conditions
apply.
Find words and phrases from the advertisement which mean the same as:
1. A single ticket : ......................................................................................................................
2. A ticket to go and come back : ........................................................................................
3. Less expensive fares : ..........................................................................................................
4. Extra luggage : ......................................................................................................................
5. Young people pay less : .......................................................................................................
6. You cannot change your ticket : ........................................................................................
7. Reserve : ....................................................................................................................................
8. A good price if you buy your ticket early: ........................................................................

Activity 4
Countries, nationalities and foods

When we talk about countries, nationalities and
food, we must use the correct parts of speech.
 The country name is a noun.

 For the people, food, language and nationality, use the adjective form.
For example: Australia/Australian France/French
Thailand/Thai China/Chinese
Indonesia/Indonesian India/Indian
Singapore/Singaporean Malaysia/Malaysian
Korea/Korean Japan/Japanese
 I come from Japan and I speak Japanese.

 My sister lives in Australia and she has married an Australian.
 Excuse me I am looking for a French restaurant.
 In our hotel we have three Korean tourists and five tourists from Canada.
Exercise
Delete the incorrect word and write in the correct word. 1. My brother has gone to
study ......................... (Chinese/China) in ......................... (Chinese/China). 2. My motor
cycle was made in ......................... (Japan/Japanese). 3. The instructions have been
written in ......................... (France/French). 4. At our school we have three students
from ......................... (Chinese/China) five from ......................... (English/England) and
ten from ......................... (Australian/Australia). They all like to eat .........................
(Japan/Japanese) food. 5. Most of the visitors in our hotel come from .........................
(America/American). 6. My favourite place to eat is the .........................
(Chinese/China) restaurant next to the ......................... (Chinese/China) Embassy. 7.
We have a new guest staying in the hotel. She is travelling on a .........................
(Europe/European) passport but she has a strong ......................... (American/America)
accent.

UNIT 2 AT THE HOTEL
Good morning.
My name is
Mario.
Welcome to the
Central Hotel. I
hope you enjoy
your stay.
That’s no Thank you

problem so much
Maria! Mario for Ceiling fan
carrying my
bags.

Activity 1
Definition of reservation at the

hotel
The Front Office for the hotel is known as The first and the last impression of the guest .
This means that this section is the first and last service for guests. Even in advance before
coming to the hotel they have been in contact with the Front Office especially the
Reservation.
Everyone who will travel, both for tourist or business trip, should first do the planning by
making a reservation. In English, reservations are defined by Reservation derived from the
word: to reserve that provides or prepares the place. While reservation has the meaning of
booking or facility place. So in general, reservation is booking a place of facilities which
include accommodation, meal , seat on show, airplane, train, bus, entertainment, and so forth.
Reservation in the world of aviation and tourism is also called a booking , but sometimes
people can not distinguish between the two words. In the world of tourism, reservation is a
very important way and in control for the sustainability of the activities of a travel agency. In
the world of hospitality, reservation is a room reservation made some time before the hotel
obtained from various sources by using various reservations to ensure that guests will get a
hotel room on check in . There is also a duty for the reservation staff and the benefits for
travel agents who have hotel booking system
The handling of room bookings by travelers as well as hotels as a provider of today's

accomudation has brought great benefits for both parties. Hope travelers who make a
reservation is to get the room in accordance with the order when they arrive at the hotel. This
desire can only be achieved if the hotel has an effective and efficient reservation handling
system. Without an effective and efficient system then the asfek in the management of the
hotel will be disrupted. For travelers room reservations can anticipate the possibility of
inconvenience during the trip looking for a hotel for a place to stay overnight. For the hotel's
careful planning of future order quantity guarantees the accuracy of cost, earnings and profit
calculations. In addition, the needs of tourists can be prepared well in advance of the day so
that the tourists will get satisfactory service when they arrive at the hotel and after staying at
the hotel.
With the professional and courteous reservation service we expect the prospective guests
to feel that they will definitely get a professional and courteous service when they are at the
hotel. In order for this to be achieved then the author of view is necessary to compile this
module which will be preceded by self preparation to become a reservation staff, reservation
reservation procedure, and reservation changes.

Activity 2
Understanding and Reservation

Benefits
Reservation is a room reservation madeore guests arrive at a hotel. Reservation is
often also called by booking, but to mention reservation section said booking is not exactly
used. Reservation and information is a preliminary activity for department department
operations. Now the question arises why the reservation is so necessary? The answer is
because with the reservation will bring benefits for both parties, both advantages on the part
of guests as well as profits on the side of the hotel itself.
Guest reservation benefits are:
1. Guests will be assured that rooms will be available in due time.

2. Guests can estimate the budget to be spent on lodging costs during the trip.
3. Guests are protected from possible dangers or risks that may occur in the search for a
room for lodging.
4. Guests can enjoy maximum service because the preparation has been done all the way
before.
Advantage of reservation for hotel:
1. Hotels can predict occupancy rate of rooms at certain period.

2. The hotel can predict room revenue for a certain period, so that it can develop a
program that will use a certain budget.
3. Useful for arranging schedules for employees who will be employed in a certain
period.
4. The hotel can provide maximum service to its guests, so guests will feel satisfied.
provide maximum service.
Today almost 80% of guests who come and stay in a hotel through the reservation
process before. Rarely do guests speculate coming to a hotel and looking for a room to stay
right then, what else during high season or high occupancy rate seasons.
The ability to be occupied by the reservation officer includes:
1. Technique of receiving and declining reservations,

2. Inform, obtain accurate data,
3. Entering data into reservation records,
4. Responding to the room price request,
5. Carry out reservations,

6. Compile reports.
The core of the reception reception and processing activities is when the officer asks for
information about the demand for the room from the prospective guest, as well as data such as
1. Guest name,
2. Address, Phone number
3. For the period when
4. Contact Person
5. Special request,
6. Guaranteed reservation,
Information obtained on the reservation will determine the smoothness of the service when
guests arrive at the hotel. Such capability should be trained continuously in order for the
officer to be competent.
Reservation sources
The source of the reservation is the person or parties who are the source of the arrival of
the reservation. Most of these sources already have a network of cooperation set forth in
the cooperation contract.
Reservation sources for hotels include:
1. Individual: Every person who make a reservation is a source of reservation, either for
individual or group reservation
2. Airline: airlines often make room reservations for: - passengers in case of delay of
flight departure so that passengers have to stay overnight. In this case the airline will
cover all accommodation costs for its passengers.- The crew who stopped in a city
consisting of captains, co-pilots, flight attendants, technicians, etc. Usually for crew
ship orders are already scheduled so that the hotel can prepare before.
3. Travel agent: travel agency is a very potential source of room bookings for hotels. In
its activities the travel agent sells tour packages that include the accumulation.
Reservations are made by travel agents if:
 Guests purchase tour packages which include accommodation, in which case travel
agents will benefit from special room rates.
 Guests requested that travel agents take rooms only without buying tour packages. In this
case if the travel agent does not have a rate contract with the hotel then the travel agency
will get a commission for the service. Large commissions depending on the deal, there
are 10% to 15%. But if the travel agent already has a contract rate then the travel agency
will benefit as much as the difference between the price sold to the guest and the price
contained in the contract rate.
4. Company / Corporate: Usually companies assign their employees out of town or

abroad for the benefit of the company itself. For accommodation purposes the
company will reserve a hotel room at its destination and besides that the company
sometimes reserves rooms for its guests.

5. Government (Government): The Government reserves a room for officials and guests
of foreign countries who come from abroad who are traveling / travel, if deemed
necessary to stay then the payment is borne by the government.
6. Hotel Representative at the Airport (Airport Representatives): Hotels often assign
someone to pick up guests who will come to the hotel. In addition to pick up guests
who already have a reservation also offers to guests who do not have a room order to
want to stay at a hotel.
7. Car Rental Company: Usually the guests rent a car for the trip, not infrequently of
them rent a car and immediately ask for room reservation, Kemudin car rental is
making an order to the hotel become its subscription. Usually car rental also has a
cooperation agreement with the hotel.
Reservation Media
Reservation media are: tools, methods, or ways used to process reservations. The reservation
media include:
 Phone: the phone is an epic communication medium, fast, and practical.

 Letter : Previously the source of this reservation is often used, but nowadays it seems
that the use of mail for reservations is very rarely used, because the letter will take a
very long time. To get to the hotel alone can take days, let alone wait for an answer
(confirmation) from the hotel whether the reservation is acceptable or not.
 Facsimile: The source of this reservation is slightly more advanced than the phone,
making reservation with faximile we have written proof of reservation, especially the
most important is the confirmation from the hotel. The confirmation can be used as
proof that the room order has been received, and must be taken when checking in at
the hotel.
 E-mail (Electronic mail via internet network): This reservation medium is a popular
media source, because it is cheaper than others, and very fast.
 Personal: guests come directly to the hotel to make reservations, this may happen
because they live in a hotel adjacent to our hotel and for another time want to stay in
our hotel or he wants to make reservations for friends or other family. So the guests
face to face with the officers. Guests can even directly see the facilities we have even
the rooms they will choose can be seen when making a reservation. Against the
reservation made directly we must maintain the room only for the guest, we may not
be able to swap with another room even though the same type.

Activity 3
Types of Reservation
Types of Reservation:
1. New Reservation: New Reservation is first created.

2. Amended Reservation: reservation that has been updated or changed. Changes that can
occur are changes in arrival date, departure date, room type or number of people
staying.
3. Canceled reservation: canceled reservation, reservation cancellation due to change of
visit schedule, due to unsupported security condition, etc.
4. Confirm reservation: confirmed / confirmed reservation.
5. Individual reservation: reservation for individual guests.
6. Group reservation: reservation for group guests.
7. Confrence reservation: reservation from guest with the main purpose of holding a
conference / seminar
8. Guaranted reservation: reservation already guaranteed / guaranteed by:
 Pre-payment: full room payment upfront.
 Advance deposit, pay part of room price as advance payment.
 Voucher: warranty letter from travel agent
 Guarantee letter: guarantee letter from company / government
 Credit card: credit card with the number.
9. No-guaranteed reservation: reservation not guaranteed / guaranteed. Usually the

reservation like this will be maintained until 6 pm, after that if guests do not come then
the room will be sold to other guests.
Organizational Structure of Reservation Department

 Reservation Manager is the highest leader in department or reservation section. A
Reservation Manager is under Front Office Manager or Sales & Marketing Director. If
the reservation is within the Front Office Department, the reservation is a section that
is part of the Front Office Department. If you are under Sales & Marketing Director
means he is in Sales & Marketing division so that the reservation part is a department.
 Assistant Reservation Manager is a person who supports reservation work and
represents or replaces the Reservation Manager if it is not available. In smaller hotels
the Assistant Reservation Manager position can be replaced by Reservation
Supervisor.
 Reservation Supervisor oversees some Reservation Clerk depending on the size of a
hotel. Reservation Supervisor is in charge of overseeing the reservation clerk work and
jointly performing the task of booking the room.

Reservation staff work schedule in general is office hours, Monday to Saturday, but
depending on the policy of the hotel concerned. One of the benchmarks of the
reservation part work is from many pick ups and queries in weekly reports. Pick up is
the number of rooms that can be sold within a certain time, while the query is an
incoming phone that aims to get information about room rates, room facilities, etc., but
not to book a room. Daily report of the rescue section may be tabulated and then used
the benchmark to determine whether the reservation should be hired on Sundays or
public holidays.
Section Reservation Function and Tasks

Reservation section has the following functions and tasks:
1. Handle reception of room reservation

2. Handle reservation changes
3. Handle reservation cancellation
4. Processing reservation
5. Archiving reservation data
6. Make good communication with guests, especially before guests arrive at the hotel
7. Sell rooms and other facilities in the hotel
8. Make a reservation report
9. Cooperate with sections or other departments at the hotel
Handle reservation receipt and reservation rejection

Receive Reservation
The reservation staff not only picked up the phone and recorded room bookings but also
provided information, interacted, provided recommendations and upselling even suggestions
for choosing the best (suggestion)
The reservation receipt chronology of guests includes:
1. Answer the incoming call

2. Ask about time of room, number, and guest of guest
3. Confirm the room type booked
4. Note the method of payment
5. Take notes on the reservation form
6. Spell the guest / company name correctly
7. Repeat order
8. Provide confirmation and confirmation of the entire booking by fax, email, or mail.
9. Block the reserved room on the reservation table
10. Communicate some special things to the relevant departments

Answering incoming calls: The phone must be answered as soon as possible on the third ring.
In answering the phone a reservation staff must perform in accordance with applicable
standards at the hotel.
Example:
 Good Morning
 Reservation
 Sura speaking
 May I help you?
Ask about the time of use of the room, and the number of rooms to be booked: In order to
receive room reservation reservation staff should ask when and how many rooms will be
booked. The date of booking is very important and is a major part of the reservation
reservation. Whenever a guest calls for a reservation, the staff should take note of when the
reservation is made. In this case the reservation staff must have a record of the status of each
room or check into the room control shit. Thus the staff knows what type of room is still
available. The booking date mentioned by the guest is sometimes confusing, if the guest
mentions will stay from the 1st to the 7th, it is unclear whether the guest will check out on 7
or 8, therefore it should be confirmed to his guest whether he will check out on 7 or 8 .Then
about writing the date is often confuse ng such as writing 03/05/2007 this possibility means
the month of March the 5th or also can be interpreted the month of May 3rd, for writing better
date directly in write the name of the concerned month as of May 3, 2007. Thus we will avoid
miss understanding about the date.
After the reservation date, the next is the number of rooms booked. If the number of rooms
booked exceeds the available rooms then we suggest to guests to book a room for 3 or 4
people by installing an extra bed in the room of course with additional charge.
Confirm the room type booked: Confirmation of the room type booked is repeating the order
or repeat to avoid mistakes. Anything recorded related to the reservation is repeated or asked
again to make sure everything is exactly what the customer wants.
Records the method of payment used. Payment can be by cash, by credit card, billed
to the company or by voucher. This needs to be asked to avoid losses, because if guests will
pay with unusual payment instruments such as travel checks, biliet giro, checks, we can reject
it because tends to be inconvenient.
Take notes on the reservation form. What guests have to order must be written on the
reservation form. The more complete the data gets clearer and more real what has been
ordered. Example of reservation form / reservation form:
 Reservation slip:
Reservation slip is a small form that records the reservation data, then will be stored in
reservation rack. Reservation slips are distinguished by different colors to show guest
types such as:
 White color for buyer of ordinary guest category
 Red color for VIP guest category
 Green color for guest category come / booking through travel agents
 Blue color for category of group entourage.
Spell the name of the guest: If the reservation is done verbally the reservation staff should re-
name the buyer according to the international spelling board. Hi this is done to avoid
mistaking the name of the guest, because for most guests the name is very important,
sometimes the guest will feel offended if one write his name. On how to write a guest name
should also receive serious attention. Guest name writing should use clear print letters and can
be read by anyone. The procedures for writing the guest name are: t itle, first name , then
family name.
An exception to note if the final name is preceded by words such as: D, d, des, di, du, L, La,
Le, M, Mac, Mc, o, St, Van, Vander, Von, Vender, etc. , the writing can not be separated from
surname and written as a surname.
Repeating the order: the repetition of an order in this case is intended to be a thorough
repetition aimed at avoiding data recording errors as well as special requests from guests. In
this confirmation we expect the 'yes' answer from the guest, but sometimes the guest replied
"No, I mean ...... ..". If answered no means that it must be fixed in accordance with the
intended by the guest.
Provide order confirmation thoroughly by fax, email, or mail which constitutes a

proof of his room order. Order confirmation letter (reservation confirmation letter) in the form
of bias the printed form and some are typed on the computer and then printed to be sent to
the guest who book the room. If it turns out in the confirmation is still a mistake then guests
can fix it, but if what is contained in the confirmation is correct all the guests just respond
with the letter of approval. The approval letter will be a written proof from the guest that the
order is in accordance with the intended.

Activity 4
Making Room Reservation

Special expressions in making room reservation
(English) (Bahasa Indonesia)
•
• I would like to reserve a single room forSaya ingin memesan kamar single
tonight. untuk malam ini.
• I would like to book a double room for •Saya ingin memesan kamar double
this weekend. untuk akhir minggu ini.
• Could I reserve a family room from July •Bisakah saya memesan kamar family
th nd
30 until August 2 ? mulai 30 juli sampai 2 agustus?
• Could I make reservation for my •Bisakah saya membuat reservasi untuk
business conference for next two koferensi bisnis saya dua minggu
weeks? lagi?
• Could you tell me how much the rate per •Bisakah anda memberi tahu tarif per
night is? malam?
• May I know your rate per night, sir? •Bolehkah saya tahu tarif per malam,
pak?
• Does the rate include breakfast? • Apakah tarifnya termasuk sarapan?
Handling room reservation
Special expressions in handling room reservation
Special expressions in handling room reservation
(English) (Bahasa Indonesia)

• Good morning, Grand Asia Hotel, can I • Selamat pagi, hotel Grand Asia,
help you, sir? bisakah saya membantu anda, pak?
• What can I do for you? • Adakah yang bisa saya bantu?
• May I have your name/address/phone • Bolehkah saya meminta

number, please? nama/alamat/nomer telepon anda?
• For what date? • Untuk tanggal berapa?
• Let me check first…. • Saya cek dulu…

Oh yes, we still have room available for Oh ya, masih tersedia kamar untuk
those dates. tanggal tersebut.
• Yes, the rates includes breakfast and • ya, tarif termasuk sarapan dan biaya
service charge. pelayanan.
• We look forward to your visit Mr/Mrs… • Kami menunggu kunjungan anda
Thanks for calling us. Tn/Ny..Terima kasih telah menelpon.

UNIT 3
TRAVEL DOCUMENTS
A CREDIT
CARD
Shopping list:
Souvenirs
Present for
Diana
Chocolates
Keep your travel

documents safe.
A briefcase or
attaché case.

Activity 1
Travel Document
Definition of Travel Documents

According to Kamus Besar Bahasa Indonesia Online, documents are written or
printed letters that can be used as proof of information. Thus, it can be concluded that the
travel document is any kind of letter used as a proof of information required in traveling. The
document includes the identity of an officially recognized travel person at home and abroad.
Types of Travel Documents

Travel documents or travel documents can be divided into two, namely:
 Valuable Travel Documents

Valuable Travel Documents is a travel document that has value / price because in
addition can be used to obtain travel services is also a securities that can be exchanged for the
value of money. Included in this type of document are:
 Ticket
By having a ticket someone will get service on land, sea and air transport either
domestic or international. However, if this ticket is not used in whole or only part of the
routes already listed on the ticket, then it can be refunded in accordance with the agreed
agreement.
 Travel Voucher
Travel Voucher is often referred to as an Exchange Order , which is a document that can
be redeemed for the types of services listed. By having a Travel Voucher one can obtain
services / goods / goods in accordance with its value, such as: accommodation, transportation,
food and beverage ( restaurant ), tourist attractions, and others.
It is said to have value because it is considered as a recognized means of payment and can
be exchanged for a sum of money to the issuing company.
In order for Travel Voucher has the power as a means of payer or to obtain services /
services of goods must be held prior agreement between the issuing company with the
receiving company.
 Miscelleneous Charges Order (MCO)

Miscellenous Charges Order (MCO) is a document issued by an airline (airline) so that
holders of this document get a convenience to get tickets elsewhere or get the money back
because of lack of services ( service ) obtained in accordance with applicable provisions.

Example: * due to down grade
* because of the advantages of re-route , etc.
 Un-valuable Travel Documents

Un-valuable Travel Documents is a travel document that has no value / price because
it can not be exchanged for a number of services / goods or with a money value as " valuable
travel document ". Although it is said to be a document that has no value / value but is
something of value and importance to people who travel because it will be letters and
descriptions that can facilitate one's journey especially when entering another country
(international travel).
The categories included in this document are:
 Passport
In general, the definition of passport is a travel document issued by a country for its
citizens to travel abroad.
Passports generally apply universally, meaning that all countries can accept this
document as legality for their owners to enter a country. The document contains personal data
from the passport holder concerning:
 Full name
 Place and date of birth
 A special passport holder
 Nationality
 Religion
 Photo
 Passport validity period authorized by an immigration official
Every person who will travel internationally must have a valid passport for all the
countries he or she will visit. Exclusion of non-passport entry in case:
a. The destination country does not require the use of passports, but only with other
travel documents such as passports.
b. Just pass the country (transit) and not exit the airport area.
c. Through the passport will be known nationality of the holder (generally without a
visa) determined based on nationality, not from the country that issued the travel
documents.
Some countries do not require that persons entering their territory must have a passport,
but only by letter or other travel documents.

Sources of information that may indicate that a country requires or does not have visitors
to have a passport can be viewed in the TIM ( Travel Information Manual ) book. The TIM
book is a book that contains information related to travel needs in countries around the world.
Legal Basis of Passport Stipulation:
a. Law no. 14 of 1959, on the Stipulation of Emergency Law no. 40 of 1950 which
contains the Travel Letter of the Republic of Indonesia as a Law.
b. Joint Decree of the Minister of Foreign Affairs and Minister of Justice of the Republic
of Indonesia No. 1413 / BU / VIII / 79/01 and no. JM / 1/23 on the 1979 Visa Rules.
c. Decree of the Director General of Immigration No. 185 / SEK / VII / 1979 on the
Implementation Guidelines of the 1979 Visa Regulation on Ordinary Visas.
d. Other instructions concerning the subject of passport / letter or other travel documents.
There are several types of Passport, including:
o Normal Passport that is the passport issued for use by a person traveling abroad for
the purpose of personal gain, which is a personal interest is an interest not related to
the interests of the government. Ordinary passports are issued by the Directorate of
Immigration, Department of Justice. Valid Passport validity period is set for a period
of 6 years, and if expired, may be renewed for another year.
o Official Passport (Passport Office) is a passport issued for use by government officials
traveling abroad in order to carry out governmental duties. The Office Passport is
issued by the Department of Foreign Affairs with validity period subject to the period
of the passport holder performing his duties. Office passports are generally prepared
for one-time purposes.
o Haj Passport (Passport Hajj) is a passport issued and used exclusively by the holder
only to perform the pilgrimage / umrah. This travel document is called special because
of its function and specific validity period only to perform Hajj / Umrah.
o Joint / Familiy Passport (passport of the Family / Combined) that is a passport issued
and given to a family, consisting of a husband or wife and an immature child, or a
member of an immature family, is under his or her supervision and protection.
o Diplomatic Passport (Passport Diplomatic / Consulate) which is a passport granted to
Diplomats and Consul who will work abroad. Validity of this passport is adjusted to
the period of his service. Expenditure, extension of time, addition, or revocation of this
type of passport shall be executed by the Minister of Foreign Affairs or an Officer of
the Foreign Office appointed by the Minister of Foreign Affairs.

o Indonesian passport for foreigners is a passport issued by the government for
foreigners who do not have citizenship status but have been domiciled in Indonesia for
at least 15 years and intend to travel abroad for personal purposes.
o Seafarers Passport is a passport issued by the government for citizens who served as
crew / sailors who in their work often travel abroad
Generally, the passport must meet the following requirements:
 Have an identity card or identity card (KTP) or Certificate from the Bureau of Foreign
Cooperation for the applicant of the official passport.
 Have a Good Respect from the Police.
 Fill out the application form for the passport
 Have the latest passport photo
 Perform fingerprints and interviews in particular ordinary passport applicants.
These requirements are the requirements for ordinary passport applications for
Indonesian citizens, other requirements still to be completed are:
1. Citizenship certificate issued by the Directorate General of Immigration, Department

of Justice.
2. Birth Certificate or Letter of Birth from the Office of Civil Registry or other
authorized institution.
3. A certificate of rename (if any) from the Civil Registry or other authorized institution.
4. For married women must attach the husband's license and marriage certificate /
marriage book
5. For unmarried women and underage children must attach a permit from their parents
6. For civil servants and TNI must attach permit from superiors
7. For citizens of foreign descent must attach a proof of citizenship RI
After all the requirements of the passport application are completed, the next step is as
follows:
a. Register with the passport maker in the agency concerned, according to the type of
passport requested.
b. Answer all questions honestly.
c. Pay the passport fare.
The procedure also applies to anyone who will renew their expired passport. The
difference is that the extension of the passport is sufficient to put an extension on the existing
passport, while the new passport must use a new passport book and fill it with new data.

The passport extension is performed by the authorized agency by affixing the passport
renewal signature on the page / extension sheets available. The duration of extension of the
passport depends on the type of passport, and generally the period of 1 year.
 Visa
A visa is an official document issued by a country or its representative as a sign
allowing someone from another country to enter a certain country territory. A visa is a
statement from a representative of the country to be visited that the Visa holder has been
granted permission to enter and stay in his country for a specified period of time. The main
function of the Visa is as a document that the Visa holder of a country has been allowed to
stay for certain purposes in that country.
A visa is a note in a passport or other travel document stating that the passport and
Visa holders have been granted a guarantee to enter a country of Visa grant. The form of Visa
may be a stamp or sticker affixed to a passport granted by an embassy official / country
representative to be visited.
In addition to Visa as a statement to a person who has been permitted to enter the
territory of a country, the person traveling abroad shall also have an exit permit from the
country of origin. Exit Permit is a statement from the Immigration that the holder of the exit
permit has been allowed to leave the country of residence, heading to another country for a
while. Exit Permit is applied to the passport, and without exit permit , the passport holder is
not / may not leave the country of residence.
In the issued visa, the following items are listed:
o Number and date of expenditure

o Type of visa granted
o Visa period
o How many times a visa can be used
Terms of visa application include:
 Can show valid and valid passport

 Already get exit permit
 Already have tickets to go and go home
 Bring and show the type of money to be used
 Provide a fixed address
 Photo according to request
 Fill out the application form and pay the dues set by the representative of the country
visited
 Shows a newspaper or bank account
Based on the purpose of a country visit, Visa can be divided into:

1. Transit Visa is a permit to enter the territory of the country granted to a person (WNA)
who is traveling and transit a city in a certain country. This type of Visa is often referred
to as Transit With Out Visa (TWOV) and only valid for a very short period of time, not
later than 5 (five) days. Not every country permits everyone to transit without Visa.
2. A tourist visa is a Visa granted to a person to be admitted into a territory of the country
for the purpose of making a personal visit. What is meant by a private visit is a visit to
another country that is not related to the interests of the government.
This type of visa is often used by people for tourist visits with a relatively short stay.
Visa visits are usually provided for no more than 3 months. Visa tours consist of Single Entry
Visa and Multiple Entry Visa. Single Entry Visa is a one-time visa to enter a country territory.
While Multiple Entry Visa is a visa that can be used many times to enter a country territory.
For foreigners visiting Indonesia for the purpose of either individual or group tours,
the validity period of the visa is 30 (thirty) days may be extended for 15 (fifteen) days.
3. A Service Visa is a visa granted to someone entering a country's territory for official
purposes or performing government duties.
4. Student Visa is a visa granted to someone to enter the territory of one country for the
purpose of studying.
5. Diplomatic visa is a visa granted to a person entering the territory of one country for the
purpose of carrying out diplomatic duties such as the Ambassador, Consul General and /
or other diplomatic duties.
6. Working Visa is a visa granted to a person to enter a territory of one country for the
purpose of work.
7. Special Visa Sailors and Crew Aircraft is a visa granted to seafarers and crew to enter the
territory of one country in order to make a stopover on its way.
In accordance with the type and function of such visas, anyone who has obtained a
visa in accordance with its purpose shall abide by any provisions governing its existence in
the country of destination.
Visa holders are only allowed to carry out activities related to travel. Likewise for
other types of visas, should be utilized in accordance with its purpose, including:
o Business Visa Visa is a Visa for foreigners visiting Indonesia with a view to conducting
business in the field of trade. Period of validity for (six) months.
o Visa for social visit of culture that is Visa for foreigner who have need in socio-cultural
field. Period for 30 (thirty) days.
o A temporary resident visa is a visa for a temporary resident foreigner in Indonesia. This
vis is given to:

 Foreign experts
 Foreign experts working for the Indonesian government
 Strangers who work for spirituality
 Foreigners working for educational research institutions
 Students / students who come to Indonesia
 Foreigner working as a social worker
 Foreigners working as foreign correspondent in Indonesia
 Foreigners who work as Sports coaches in Indonesia
 Foreigner working as a pilot
 A foreigner who is a former Indonesian citizen who has lost Citizenship
 Wife / child who will visit her husband and father.
Some countries require travelers to obtain visas before they arrive in the destination
country. Visas are usually stamped on the passport sheet. With this visa, tourists get
permission to enter a country. Usually visa forms can be obtained at travel agents and can be
completed in accordance with predetermined requirements.
To obtain a visa (entry permit to a country), each country sets varying requirements.
But in general the requirements for visa application are as follows:
a) Fill out the visa application form

b) Have Health Certificate from the designated doctor
c) Have a valid passport longer than the planned stay in the destination country.
d) Having Sponsor Certificate / insurer and address of residence while in the destination
country for those traveling for personal use and or sufficient money to meet the needs of
life while in the destination country.
e) Full address while in destination country.
f) Have a flight ticket to and from the country of origin to the destination city and return to
the city / country of origin.
g) Have the latest passport photo.
 Fiscal
Fiscal is a fiscal certificate for people traveling abroad. The tax in question is the
category of Income Tax paid in advance by a person traveling overseas. This certificate is
issued by the Directorate General of Taxation, Ministry of Finance. Thus the meaning of
fiscal is the tax to be paid by the person who will travel abroad, with the intention not to the
interests of the state / government.
By paying a certain amount of fiscal that has been determined by the government,
someone will obtain official documents indicating that they are allowed to travel abroad.
Fiscal shall be paid by every passenger of the person who will travel abroad without
any age restrictions. There are some people who are not required to pay fiscal, namely:
 Indonesian citizens living abroad.

 Indonesian citizen who became water / sea crew .

 Indonesian citizens who travel to carry out government duties and are financed by the
government.
 Diplomatic / Consular Staff from Foreign Foreign Language in Indonesia.
As has been described, that fiscal is imposed on everyone who travels abroad for a single
trip. Payment must be made at the port of departure, before passing the immigration officer.
The amount of fiscal is stipulated by the government in accordance with the prevailing
laws and regulations. The basis for fiscal determination is Law no. 7 of 1983 and refined into
Law no. 7 years 1991. The amount of fiscal Rp 250.000,00 (two hundred fifty rupiah) for
travel by airplane and Rp 100.000,00 (one hundred thousand rupiah) for travel by ship.
In accordance with developments, in 1998 the fiscal size was adjusted to Rp

1,000,000.00 (one million rupiah) for airplane travel and Rp 500,000 (five hundred thousand
rupiah) for travel by ship. This fiscal is charged for one trip and paid at the departure counter.
In certain countries there is no obligation to pay fiscal fees for citizens going abroad,
but simply by paying airport taxes called Airport Tax , which will be paid along with the
airline tickets they have paid.
For Indonesian citizens who will travel abroad, are required to pay fiscal and airport
tax . To get a fiscal certificate, simply come to the fiscal payment counter, as well as:
a. Submitting fiscal money in accordance with the means of transportation used.
b. Shows a passport with visa from the destination country.
c. Shows departure tickets according to the means of transportation used.
 Health Certificate
Health Cetificate is one of the official documents showing that its holders have
received vaccinations approved by the World Health Organization (WHO), so it is permitted
to enter the territory of a country. Vaccinations in question here are vaccinations given so that
people avoid some diseases, especially infectious diseases.
There are some countries that are very concerned with health, prohibit everyone
entering the country that was not yet vaccinated.
Provision of vaccination is intended to prevent a person from the following diseases:
 Smallpox
 Cholera (cholera)
 Yellow fever (yellow fever)
 Malaria
 Aids
 As well as some other contagious diseases
To obtain a Health Certificate the requirements that must be met are as follows:
 Fill out the bio form provided

 Own and submit a copy of valid Identity Card (KTP).
 Pay the money in accordance with the provisions stipulated by the agency issuing the
certificate.
To obtain a Health Certificate, visit the local Health Department and register for
vaccination.
Exercise 1.
Mario arrived in Bali on 28th January 2012, and spoke with the immigration officer. Insert the
correct tense of the verb given and then complete the immigration card.
My name ................. (be) Mario Gomes and I .................. (be) here to visit some friends. We
................... (celebrate) my 38th birthday here tomorrow. I ..................... (only, stay) for about
10 days and then I ....................... (go) back home to Portugal.
I..................... (come) here once before, many, many years ago when I .................. (stay) in a
cheap hotel. I ................... (look) for a better hotel this time.
Exercise 2
Immigration card
Please answer with a tick ( ) Please use BLOCK letters.

Date of arrival: ......./ ......./.............. (dd/mm/yyyy)
Family name:...............................................................................................................
First name:...................................................................................................................
Middle name:..............................................................................................................
Nationality:.................................................................................................................
D.O.B.: ......./ ......./..............
male female
How long will you be staying in Indonesia?
less than one week one week to one month
more than one month
Why are you visiting Indonesia?
holiday work
business other
Where will you be staying while you are in Indonesia?
hotel guest house
with friends other
Is this your first visit to Indonesia?
yes no
Signed: ....................................................... Date: ......./ ......./.............. 44

DEPARTURE CARD
Please write in BLOCK CAPITALS and tick ( ) boxes where required.
Date of departure: ......./ ......./..............
day/month/year
Last name: ........................................................................................................
First name: ........................................................................................................
Occupation: ......................................................................................................
Nationality: .......................................................................................................
Is your absence?
permanent temporary
Duration of absence?
up to 1 week; from 1 to 4 weeks; more than 4 weeks
Countries you will visit whilst away?................................................................
............................................................................................................................
Purpose of absence?
business holiday
education other............................
A Departure Card
It is 7th October 2012, and Ken is about to leave Timor. He is explaining to another passenger
what his plans are. Complete the paragraph then fill in the departure card
I ............ (leave) Timor this afternoon on a business trip to Malaysia. I ............... (fly) first to
Singapore and ................ (stay) there for one night. The next day I ............... (take) the train to
Kuala Lumpur. I ............... (meet) Mr Jones in Kuala Lumpur. He ................ (have) the same
last name as me but a different first name. His first name ............... (be) John whereas mine
................ (be) Ken. He ............... (be) a coffee importer and I ................... (try) to sell our
Timor Coffee produce to his company. I ............... (meet) him last year and he ...................
(buy) ten tons of our coffee. I .................. (stay) in Kuala Lumpur for about a week then I
.............. (go) to Bangkok for two more business meetings. Overall I will be away for just
over a fortnight

UNIT 4
WRITING
A good way to
practice writing is
to keep a diary.
Write something
every day
When you send

something the
address must
This is called a always be clear.
signature.
I must
practice my
writing
everyday

A. Rules Of Punctuation
Exercise
Complete these rules of punctuation by filling in the gaps with the words below:
comma (,) full stop (.) question mark (?)

capital letter (A) apostrophe (’) exclamation mark
(!)
comma (,) full stop (.) question mark (?)
capital letter (A) apostrophe (’) exclamation mark (!)
1. Every sentence in English starts with a .........................
2. Every sentence in English ends with a .........................
3. Names of days and months start with a .........................
4. A question ends with a .........................
5. You use a .........................at the end of a sentence to express surprise.
6. At a......................... you pause briefly.
7. Names of people, countries, places and organisations start with a .........................
8. Language names start with a .........................
9. You cannot use a ......................... in the middle of a sentence except for names.
10. If a letter is left out of a word you must use an .........................

Exercise
Rewrite these passages with correct punctuation.
1. The wet season is from about may to october with rainfall averaging 1,778 mm and a dry
cool season extends from about november to february the remainder of the year is hot and
humid temperatures in april the warmest month average 28.9° c and in january
temperatures average 21.7°c
2. brazil is the largest country in south america.the republic has a common frontier with
every country of south america except chile and ecuador.brazil is the fifth-largest country in
the world. most of the people of brazil live near the atlantic ocean in the great cities of são
paulo and rio de janeiro but the capital is brasília. the country was once a portuguese
dependency and portuguese is the national language. brazil is famous for coffee and it
hosts a well-known festival every july.
3. my name is joshua and im african im from a country called kenya and i speak swahili. i
live in a small town close to the capital city, nairobi. my parents are farmers. i come from a
big family – ive got five brothers and three sisters. im twenty years old but i left school a
long time ago because i had to help my family on the farm. i like football and sometimes
my friends and i organise a football match on sundays.
Exercise
Insert a/an or the to complete the sentence.
1. My friend lives in ..................... small village in Baucau Province.
2. This weekend I am going to write ..................... letter to my friend.
3. Yesterday was ..................... hottest day of year.
4. Where is ..................... nearest restaurant?
5. Is there ..................... restaurant near here?

B. Formal and informal writing
When we write a letter or an email we must decide whether the communication is formal
or informal, as this affects the language we use.
Usually informal writing is to friends or people we know very well, about non-work matters.
Formal writing is to people we don’t know, to business people or when writing about work
issues, such as applying for a job.
Exercise
Is this communication formal or informal? Tick ( ) the correct answer.
1. to a hotel, to ask for information.
informal formal
2. to the manager of a company, to advertise your company’s products.
informal formal
3. to a friend, about what you did on your holidays.
informal formal
4. to a very good business friend, about how your own new business is going.
informal formal
5. to an important business woman, congratulating her on winning a business
prize.
informal formal
6. to a possible employer, applying for a job.
informal formal
7. to an airline, to complain about the service.
informal formal
8. to the bank manager applying to borrow money.
informal formal
9. to the UN asking about a scholarship.
informal formal
10. to a host family thanking them for looking after you during your year of
study.
informal formal

C. Writing a basic business letter
The following phrases are usually found in a standard business letter.
Starting the letter
Dear Sir/Madam, Use this if you don't know who you are
writing to.
Dear Ms Smith, Use a title and surname if you know the
name of the person you are writing to, and
have a formal relationship with them.
Common titles are ‘Dr’, ‘Mr’, ‘Mrs’, ‘Miss’ and
‘Ms’. For women, use ‘Ms’ unless you are
asked to use ‘Mrs’ (for married women) or
‘Miss’ (for single women).
Dear Frank, Use a first name if the person is a close
business contact or friend.
Referring to the letter or advertisement you are replying to:

Thank you for your letter of 5 March.
With reference to your advertisement in the Times
In reply to your letter of 23 March,
With reference to your phone call today,
Giving the reason for writing:

I am writing to enquire about ...
I would like to apologise for ...
I am writing to confirm ...
Requesting something
Could you possibly ...?
I would be grateful if you could ...
Agreeing to requests:
I would be delighted to present the speech at your graduation ceremony.
I would be pleased to assist you in your research.
I would be happy to provide the information that you require.
Giving bad news:

Unfortunately the meeting has been changed.
I am afraid that I can’t come on Monday.
I’m sorry for the late reply.
Enclosing documents
I am enclosing the information you asked for.
Please find enclosed the information you wanted.
Enclosed you will find the information you requested.
Attached is / are the document(s).
Closing
Thank you for your help. Please contact us again if we can help in any way.
Please feel free to contact us if there are any problems.
Should you have any questions, please feel free to contact us.
Referring to future contact:
I look forward to hearing from you soon
I look forward to meeting you next Tuesday.
Signing off:
Yours faithfully, Use this if you started the letter
with Sir/Madam
Yours sincerely, Use this if you know the name of
the person you're writing to
Best wishes/Best regards, you can use this if the person is a
close business contact or friend

D. Writing a covering letter for a job application
When we apply for a job, we usually write a letter (called a ‘covering letter’) and a
curriculum vitae. The letter gives information about yourself, why you are applying for the
job, your qualifications and your personal qualities.
In English, letters have a very specific layout and format. Here is an example.
Your contact address
Your contact telephone number
Your email address
Date (day, month, year)
Going to (name or department)
Address
City
Dear Sir/Madam
Paragraph one: introduction.
I am writing to apply for the position of .................................., which was advertised
recently in the ................................... (newspaper) / on your website. I have attached
my curriculum vitae to support my application.
Paragraph two: qualifications.

Write about your qualifications, where you have studied, what you have studied and
how this can be used in the job. Include any further study you are planning.
Paragraph three: personal.

Write why you are the right person for the job, your work experience, your
personality. Use expressions from the advertisement.
Paragraph four: conclusion.

Say that you look forward to hearing from them and that you are available for an
interview at their convenience
Sign off:
Yours faithfully,
Signature
Your full name

E. Arranging a letter
Exercise
Re-write this letter in the correct order.
I look forward to meeting you.

20 September 2012
At that time we would be very pleased to host your tour group
Yours sincerely
Dear Madam
Thank you for your enquiry.
General Manager
We expect to open for customers about two weeks after that.
Marcos Olivera
Thank you again for you enquiry.
I am pleased to tell you that our hotel renovations will be finished next month.
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F. A job advertisement
This job was advertised in the Bali Times on 22 May 2012 and also on the website.
The Pacifica Hotel

Customer Service Position
We are looking for an out-going person to join our
customer service team at the new Pacifica Hotel
opening next month.
You will be working at the front desk, checking-in and
checking-out guests as well as dealing with general
enquiries. It is a vital role with lots of pressure. You will
need to be well-organized, well groomed and
courteous. Ideally you will have some knowledge of
Portuguese and/or English in addition to Tetun.
We are looking for applicants who want to make a
career in the hotel industry. You will either have
experience or have undertaken a course of study in
tourism or business studies.
Applications close at the end of the month. Send or
deliver your CV with a covering letter to:
Personnel Manager, The Pacifica Hotel
or email your application to:
pm@pacifica.tl
Exercise
Imagine that you have finished your degree. Write a covering letter applying for this job.
First use the table below to match your qualities with the job. Write some comments in the
box. Second, write your letter on the next page
POSITION REQUIREMENTS HOW MUCH DO I MEET THESE - GIVE
EXAMPLES
Qualifications or experience
Well organised/Handle pressure
Well presented/outgoing
Customer service skills
Language skills
Interest in career in hotel industry

G. Covering letter
Write a covering letter applying for this job. Follow the format shown
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H. Conjunctions
Read section 8.18 on conjunctions. Then insert a suitable conjunction in the following
sentences. Sometimes there is more than one correct answer.
1. I still went to work ......................... I was sick.
2. She didn’t pass the examination ......................... she didn’t study.
3. The road is closed ......................... you can’t go to Baucau on Saturday.
4. The taxi was late ......................... it broke down.
5. It was hot ......................... we turned on the fan.
6. Please lock the safe ......................... you go home.
7. The hotel is full ......................... there is a conference in town.
8. My friend didn’t get the job ......................... he applied too late.
9. I tried to help the customer but she spoke ......................... English .........................
Tetun. She only speaks Chinese.
10. He cannot speak English well, ......................... he has studied it for many years.
I. Writing emails
Some rules
Emails are now a very important means of communication. It is therefore important that
they are written correctly. Here are some guidelines for a good formal email.
Do:
use a subject line which says briefly what the email is about. Often two or three words are
enough.
write the most important information first.
use numbers and bullet points to make the message clearer.
it is better to use correct simple English than to use long sentences which are confusing.
use paragraphs to keep the email clear and easy to understand.

Do not:
write whole words in capitals, eg HELLO
use different fonts in the email
use a series of exclamation marks !!!!!!!!!!!!!!!!!!!!
use informal abbreviations like cos, and uni,
use acronyms like BTW, ASAP, except for organisations (e.g. UNDP, ANZ)
use ‘smileys’ . These are only appropriate in informal emails to friends.
Exercise
There are at least ten errors in this email. Find them and correct them.
Subject: Email about the details of the conference in august.
HELLO marcos,
How are you today!!!. The weather is HOT today. It rained all night last night. How is YOUR
family? My family is well.
Here is the information about the conference:
The conference is on monday 25th august.

It will start at 9 o’clock am.
It will finish at 4.30 pm.
If you need any more information please contact me. My telephone number is 123 4567.
Regards
Exercise
Write an email using the following sentences in the correct order.
1. I look forward to meeting you next week.
2. Our office is located close to the station. The best thing to do is catch a taxi.
3. I am writing to confirm your visit to us next month.
4. Best wishes, John.
5. When you arrive, please ask for me at reception and I will come and meet you.
6. Dear Peter,
7. If you need to contact me, my mobile number is 123 4546.
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UNIT 1

English For Tourism 1

customs officer departure lounge carry-on bag check in

immigration officer baggage collection baggage allowance

travel documents immigration visa

1. When you arrive in a country from overseas the ....................................................

English For Tourism 2

Complete the dialogue by inserting the correct tense. Look

Bill: Hi, Ben where ................................... (go)? Ben : Hi Bill, I ...................................

English For Tourism 3

TIMOR LOROSA’E AIRLINE

Low cost flights to Asia from Dili. Book in advance for

BALI from $70 (one way)

DARWIN from $150 * (return)

Book now by calling 73338459 Prices do not include

1. A single ticket : ......................................................................................................................

2. A ticket to go and come back : ........................................................................................

3. Less expensive fares : ..........................................................................................................

4. Extra luggage : ......................................................................................................................

5. Young people pay less : .......................................................................................................

6. You cannot change your ticket : ........................................................................................

8. A good price if you buy your ticket early: ........................................................................

English For Tourism 4

Countries, nationalities and foods

 The country name is a noun.

For example: Australia/Australian France/French

 I come from Japan and I speak Japanese.

English For Tourism 5

That’s no Thank you

English For Tourism 6

Definition of reservation at the

The handling of room bookings by travelers as well as hotels as a provider of today's

English For Tourism 7

Understanding and Reservation

Guest reservation benefits are:

1. Guests will be assured that rooms will be available in due time.

Advantage of reservation for hotel:

1. Hotels can predict occupancy rate of rooms at certain period.

The ability to be occupied by the reservation officer includes:

1. Technique of receiving and declining reservations,

English For Tourism 8

Reservation sources for hotels include:

4. Company / Corporate: Usually companies assign their employees out of town or

English For Tourism 9

 Phone: the phone is an epic communication medium, fast, and practical.

English For Tourism 10

1. New Reservation: New Reservation is first created.

9. No-guaranteed reservation: reservation not guaranteed / guaranteed. Usually the

Organizational Structure of Reservation Department

English For Tourism 11

Section Reservation Function and Tasks

1. Handle reception of room reservation

Handle reservation receipt and reservation rejection

The reservation receipt chronology of guests includes:

1. Answer the incoming call

English For Tourism 12

Provide order confirmation thoroughly by fax, email, or mail which constitutes a

English For Tourism 14

Making Room Reservation

(English) (Bahasa Indonesia)

Special expressions in handling room reservation

(English) (Bahasa Indonesia)

• May I have your name/address/phone • Bolehkah saya meminta

• Let me check first…. • Saya cek dulu…