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Plan de formación para el empleo de Aragón

Inglés profesional para turismo

Módulo 1

Gestión y comercialización en
inglés de servicios turísticos
Organizado por:
1.1.- Presentación de servicios turísticos: características de
productos o servicios, medidas, cantidades, servicios añadidos,
condiciones de pago y servicios postventa, entre otros.

o Build an effective repertoire of expressions and vocabulary related to the scope
of the tourism services and their features. Oral comprehension and expression,
reading comprehension and writing.
o Improve pronunciation regarding the vocabulary and expressions related to this
o Consolidate expressions about how to ask for and give information.

A product is considered the thing sold or what is offered for sale, whereas a service is
the aid provided. This means that the main characteristic or a product is its tangibility,
while a service, in this case tourism service is something not physical.
In this item we are going to identify and explain the different tourism services:

1. Tourism services features

2. Accommodation service
3. Transport service
4. Tourist information
5. Guiding service
6. Travel agents and tour operators
7. Additional services: Food, Car rental
8. Tourism service marketing: quantities and measures
9. Payment terms
10. After sales service

1.-Tourism services features

Reading exercise:
Please, read carefully the next text describing some tourism services features

Unlike traditional consumer products, where a material article is delivered, which can
be touched, tasted or felt, a tourist product has limited physical content and often the
only way to assess whether it is good or bad is reduced to the service that is received.
In the tourist sector, although it is true that the client interacts with hotel facilities,
means of transport, food, etc., which are considered physical goods, the service received
by the employees with whom they are in direct contact during the trip is much more
important. For this reason, many tourism companies place special emphasis on training
their workers in order to offer the best customer experience.
We are going to indentify some tourist services

2.- Accommodation service

Useful Expressions
Bed and breakfast Alojamiento y desayuno
guest house Pensión
hostel albergue
catering servicio de comidas
campsite camping
villa villa, residencia vacacional

3.- Transport service.

Reading exercise:
Please, read carefully the next text describing different kind of transport services.

Transport is regarded as a service , since it improves the problem of mobility to

travellers. The following table classifies the different means of transport and provides
their location and the professionals.







Useful words

Train Tren Station Estación

Car Coche Platform Andén
Coach Autobus turistico Motorway Autopista
Bus Autobus Carriage Vagón
Taxi Taxi Port Puerto
Cab Taxi Harbour Puerto
Cruise ship Crucero Pier Muelle
Car ferry Trasbordador de Marina Puerto deportivo
coches Airport terminal Terminal
Hydrofoil Hidroplano aeropuerto
Catamaran Catamarán Departure lounge Sala de embarque
Passenger boat Barco de pasajeros Baggage claim Recogida de
Airplane Aeroplano equipaje.
Helicopter Helicóptero
Jet Reactor
Driver Conductor Corridor Pasillo
Tour guide Guía turístico Couchette Litera
Conductor Revisor Track Vía
Ticket collector Revisor Stern Popa
Captain Capitán Porthole Ojo de buey
Steward Auxiliar Disembark Desembarco
Purser Sobrecargo Fleet Flete
Cabin crew Tripulación Aisle Pasillo
Fligh attendand Asistente vuelo Arrivals concourse Zona de llegadas
Pilot Piloto

Learning tip: Please write down these words in order to consolidate your writing skills.
Escribe estas palabras para consolidar tus destrezas de escritura.

4.- Tourist Information.

Please, read carefully the next text describing what a Tourist Information Centre is.

A Tourist Information Centre (TIC) provides visitors to a place with information on local
attractions and entertainment, tickets for theatre plays and concerts, travel information.
routes, maps, and other items closely related to tourism, such as gifts and souvenirs.
these TICs are normally placed at airports, stations or city centres. In these centres,
information leaflets of the city will be provided for new comers to see and discover the
different attractions and facilities the city can offer.

Vocabulary exercise: After having read the text, try to answer by yourself to the next
questions. Click the question and you will find the correct answer.
What does a Tourist Information Centre provide? It provides visitors with information
on local atractions and entertainment and others.
What’s the meaning of “leaflets”? Folletos
What’s the meaning of “facilities”? Servicios/instalaciones

5.- Guiding service

Reading execise
Please, read carefully the next text describing what a tour guide is.

A tour guide is a person who shows groups of people around a town, museum and any
other tourist area, providing historical, cultural and anecdotal information to make trips
more special.
A tour guide must be:
 Good with people: The guide should be honest, friendly and patient. they should
make all their clients feel as VIP, without any sort of prejudice.
 Communicative and knowledgeable. the guide should speak quietly and clearly;
they must do research of the area visited and make sure that they know how to
transmit the information acquired about the place.
 Professional and responsible. the tour guide should be respectful to the local
environment, as well as courteous and attentive with their clients.

Grammar notice:

Multiword verbs. A multiword verb is a verb and one or two particle prepositions or

- It is sometimes possible to guess the meaning from the context.

August is too eartly for our conference. Let’s put it off until October
( = to delay, to arrange to do something at a later date)

- However, sometimes the meaning is difficult or impossible to guess

I turned down their offer (= to refuse)

6.- Travel Agents and tour operators.

Reading exercise:

Please, read carefully the next text describing the different features of Travel Agents and
Tour operators.
Travel agents (TTAA) and tour operators (TTOO) are two different elements in the
tourism industry chain. Both TTAA and TTOO undertake different functions with the
same goal: a pleasant and unforgettable holiday for the customer. The table below
shows the different functions carried out by these two mediators.


Combine different tourism services to Advise clients on planning routes and

develop a package. resorts to go.
Decide how to organise the services and Keep direct contact with clients.
how to combine them.
Reseach and investigate new markets for Distribute tickets and vouchers and make
new destinations. reservations.
Negotiate with tourism industries such as Process travel documents, such as travel
airline companies, hotel chains, etc. to insurance, passports, traveller’s cheques,
obtain large quantities from them. etc.
Promote the new tourism product Sell the package directly to customers.
through the design of brochures.

Useful Expressions

Asking for information Giving information

Cambiar la Traducción de “rentar” por


7.- Additional services.

Additional services are those tourism services designed to attract clients or, in this case,
tourists. These services are extra or complementary services of what is firstly available
to the client. However, these additional services are normally desired by tourists when
they go on holiday, what entails an increase in the final price of their holidays. Some of
them are:
7.1- Food service.
Reading exercise:
Please, read carefully the next text describing what a food service is.

Food service or catering service is referred to that sort of activites related to cooking,
delivering and selling meals to a customer. According to this definition, several types of
establishments could be mentioned, each of them with a different category.
Click on the word to see the characteristics of each one.

Buffet. The prepared food is located in a part of the dining room and customers dish
themselves out.
Café. A typical Bristish restaurant that serves inexpensive fried meals
Dinner. A typical North American restaurant place by road that serves a wide range of

Fast food restaurant. The sort of restaurant where there is no table service and food is
cooked previously and maintained hot.
Quality restaurant: A restaurant that give out high quality meals
Snack bar: A restaurant that serves snacks and drinks at a counter.
Steakhouse. also known as chophouse. Its speciality is based on beefsteaks

Theme restaurant. The sort of restaurant conceived around a concrete topic: music,
style, sport. etc.

Grammar notice:

7.2- Car hiring service. Servicio de alquiler de coches

Reading exercise:
Please, read carefully the next text describing what a car hiring service is.
Car hire services are developed by companies located at the airports, train stations or
offices to provide vechicles for a short period to new comer, such as businesspeople,
travellers, or drivers whose cars are broken down.
The employee in charge of the office has to check and fill out forms, driving licences, and
collect deposits in cash or by credit cards. They also have to prepare the final bill with
the addition of mileage charges and rental fees.

Grammar notice:
“interested in + gerund”: Remember after a preposicion if there is a verb, it will be in

8.- Tourism service marketing: Quantities and measures.

Reading exercise:
Please, read carefully the next text describing the tourist service marketing.
The basis of all tourism project is in the product, it is useless to promote something if
the base does not work. Therefore, before putting ourselves to spend energy and
resources it is convenient that we look at ourselves and around us to really know if our
product is competitive enough.
There are a small list of sources that we can resort to when promoting and marketing a
tourist idea or service:

Offline communication
- Offline travel agencies. It depends on our volume and depends on our product.
- Tourist organizations. We must not underestimate this help, They have powerful
promotion tools . They move through publications , fairs ...
- Posters. In issuing areas or destinations, they can attract customers.
- Billboards. There are clients who cannot be reached in any other way.
- Radio. A radio slot at one hour and on a specific station can help to spread our
- Newspapers. Using press analyzing audience and acceptance.
- TV. Not only in national channels and peak hours, there are local places with
great impact.
- Tourist Information Offices. As a centralizing agent of tourist information at the
destination level, we must have direct contact with them.
Online marketing

- Database (Email Marketing).

- The web. Every marketable action must have a prominent and specific place on
the web. The main purpose must be the conversion to sale.
- A blog. A blog worked and well positioned is a very good communication tool. It
is convenient to work on aspects of SEO and to be very clear about the key words
for which we will bet.
- Social networks Essential an active presence in the networks where our potential
customers are located. Think of this part as tools for channeling traffic to our

When talking about tourism products marketing and promotion, it must be mentioned
the influence exerted upon potential clients to buy and make use of great quantities or
tourism services or product, but with the best price. These quantities are considered the
demands of a tourism product desired by a group of customers.
However when talking about marketing, it must be also mentioned some measures
taken by the governments of different countries in relation to tourism:
 Product diversification measure: the creation of new products to attract a wide
range of clients.
 Sustainable development measure: the creation of a balance between the
tourism product profitability and the protection of the environment.

Useful expressions
Traveller’s cheque Cheques de viaje Supplement suplemento
Receipt Recibo Commission comisión
Bill Cuenta/ factura Charge cobrar
Cash en efectivo
Currency moneda/ divisa
Deposit depósito
Change cambio
Tax Impuesto
Discount descuento
Fee pago, tasa
10.- After sales service.
- After sales service is, perhaps, one or the most important steps in selling tourism
products, it is considered to be a way of imporving tourism services and considering
custormer’s needs, satisfaction with the services obtained o complaints.
- This after-sales service depends then, on two significant tools in order to find out and
evaluate the client’s degree of contentment. These tools are customer survey and
customer satisfaction questionnaire

According to the OED (Oxford English dictionary)
Survey: an investigation of the opinion or experiencnes of a group of people based on
a series of questions.
Questionnaire: a serie of printed questions, usually with a choice of annswers,
devised for a survey of statistical study.

Reading exercise:
Now you are going to see a sample survey to a customer and a sample satisfaction
Survey to a customer
A: Hello, sir, we’re collecting information to improve the quality in the services offered
by this airline company. would you mind answering some questions, please?
B: Yes, of course.
A: Can I ask you where you are travelling from?
B: Liverpool
A: Could you tell me if you have travelled with this company before?
B: Ye, in fact it is the sixth time I travel with this company
A: Did you receive good customer care?
B: Certainly, flight attentants have been really kind and helpful
A: Can I ask the purpose of your visit here?
B: I’am on a business trip
A: Great, sir, that’s all, thank you very much for your collaboration
Comprehension exercise: After having read this text, try to answer by yourself to the next
questions. Click the question and you will find the correct answer.

What is a sample survey ? Una encuesta de muestra

What is a sample satisfaction questionnaire? Muestra de cuestionario de satisfaccion.

What is the meaning of Would you mind answering some questions? Le importaria
responder a unas preguntas
What is good customer care? Buen servicio de atención al cliente
What is the meaning of purpose? Finalidad

Learnig tip: Read it aloud in order to consolidate your oral skills. Lee el diálogo en voz
alta para consolidar tus destrezas orales.

Now it’s your turn!

As it has been seen throughout this chapter, travel and tourism industry comprises the
sales and services of, not only accommodation and transport, but also, restaurants,
guiding, TICs TTOO and TTAA. all these services are subject to some commissions and
charges to guarantee the sale and the after-sales services that arrange the quality of

Here is a scheme of the things learnt in the item. Have a look at them and try to
remember them.
Learning tip: Remember that the more you listen and read in English the more you will
consolidate vocabulary and structures. Recuerda que cuanto más lees y escuchas en
inglés mejor consolidarás vocabulario y estructuras.
1.2.- Gestión de reservas de destinos o servicios turísticos

o Build an effective repertoire of expressions and vocabulary related to field of
booking in tourism. Oral comprehension and expression, reading comprehension
and writing.
o Improve pronunciation regarding the vocabulary and expressions related to this
o Consolidate grammar related to the use of prepositions used in the business of

Once you have decided a destination, booking one of these places implies an agreement
made in advance between a customer and an agent to ensure the ususfruct and
enjoyment of that destination.
In this item we are going to see :

11. Types of destinations.

12. How to make a booking
13. Required documents to travel
14. Tourism service bookings: flight, guides
15. Confirming booking changes
16. Booking cancellation
17. Grammar Reference

1.-Types of destinations.
Reading exercise:
Please, read the following text about the different types of destinations. Then you will
do a comprehension exercise
Normally, when people think about holidays, they fancy what is commonly known as the
“three S”: Sea, Sand and Sun. Perhaps this type of vacation is the mosts traditional one,
but , recently there have been other alternatives often carried out by travellers who are
looking for a more particular thing. Customers sometime look for some health care and
relaxation therapies like spas, thermal resorts, etc. This is what is know as health
holidays. Normally, younger people prefer to spend their free time going on an
adventure holiday, which consist of a fusion of physical effort, cultural exchange and
direct contact with nature by means of practising a high risk soport. The cultural holiday,
on the contrary, try to immerse the customer into the cultural background of the area.
Others are concerned about the spiritual care, so they take an enlightenment holiday,
to balance their spirit and mind through meditation, yoga, etc. But an emerging type of
holiday is ecotourism, a flourishing vacation spot which tries to educate people and
make them aware of nature, its protects areas and its conservation. This sort of holiday
pleads for human and non human respect and rights.
Remember these expressions:
Click on the expression to find the meaning.
Health holiday: Vacaciones de salud
Adventure holiday: Vacaciones de aventura
Cultural holiday: Vacaciones culturales
Enlightenment holiday: Vacación de espiritualidad
Others are concerned about…Otras se refieren a …..
Ecotourism holiday: Vacación de ecoturismo
Emerging type of holiday: Un tipo de vacación emergente
Consists of a fusion of….: Consiste en una fusion de…………
Cultural exchange: Intercambio cultural
This sort of holiday: Este tipo de vacación

Learning tip: Please write down the expressions and words that you have learnt in this
description in order to consolidate your writing skills.

Remember that the words “booking” and “reservation” are synonimous. However,
American English prefers the word “reservation”

2.- How to make a booking

Reading exercise
Please, read carefully the next text describing how to make a booking.
Bookings or reservations are normally made by travel agents using a Global Distribution
System (GDS) – a computer reservation system to store and obtain information about
availability, transactions and sales of tourism services around the world- and the
internet gateways,which are accessible to customers and offer direct access to hotels,
rental cars and transport tickets. However, the process for reservations made by GDS is
more costly than booking made by a client directly through tourism services website,
such as a hotel website.
Reading exercise:
Please, read carefully the next text describing how to make a booking.

A travel agent usually follows a series of steps when booking a tourist destination in
order to fulfill the client expectations and requirements.

 An initial interaction with the client: offering information about possible

destinations by using promotions, brochures, asking questions etc. that is the
initial enquiry form.
 Client profile or a computerized file with the client’s personal information.
 Printing the booking authorization form out
 Collecting payment for an initial deposit
 Offering travel insurance and other possible services.
 Booking verification through the GDS.
 Checking printed tickets to ensure everything is correct.
 Client notification that tickets are ready and collecting them.
 A Welcome home letter, a questionnaire sent to the client on his/her arrival

Grammar notice:
“by + gerund”: indicates that something is done with the action indicated by the verb in
gerund: “you can save money by travelling with low cost companies!

3.- Required documents when travelling

Reading exercise:
Please, read carefully the next text describing the documents required when travelling.

There are some particular papers needed when planning a trip to foreign countries.
These are the travel documents, which are personal document issued by the
government to enable people to travel around the world to different countries.
Sometimes, it is the travel agent who advises clients about the required documents to
present to immigration controls at airports, ports, etc. We can mention the passport
and the identity card; these are the best support of nationality.

It must not be forgotten the visa, a document that permits travellers enter to certain
countries. This document is also issued by the government.
When travelling, it is also indispensable the tickets, without them passing onto the
aircraft, train or ship would be impossible. Besides, vouchers are documents which
permit travellers to take a service, these documents are given by tour operator and
travel agents.
False friend. A “visa” is a document that allows people to travel to certain countries.
It is a confusing term for Spanish people who may traslate it as “visas” in the sense of
credit cards not as “visado”

Remember these expressions:

Passport Pasaporte
Visa Visado
Identity card Carnet de identidad
Ticket Billete
Voucher Bono

Learning tip: Please write down the expressions and words that you have learnt in this
description in order to consolidate your writing skills.
4.- Tourism services bookings
Useful Expressions
Virtual agency
Bookings are made by travel agents
Such us the Global Distribution System
Bookings are also made via online
Bookings are also made through virtual agencies,
Bookings are also made over the telephone
4.1.-Booking a flight.

Agent: World Travels, good morning. Tom York speaking, How may I help you?

Customer: Good morning, Tom I would like to know if you have any flights to Dublin
next Saturday norming.

A: Wait a moment, please…… Yes, there are two flights, one at 8:15 a.m. and the other
at 10:35 a.m.

C: Great! The 8:15 flight is great. Could you tell me how much it costs?

A: Yes. sure. A single or return flight?

C: Single flight, please.

A: Aha, how many of you will be travelling?

C: It’s just me.

A: Economy, business of first class ticket?

C: Economy, please

A: Hold on, please, just a second. Ok, that would be € 167.

C: Could I make a reservation?

A: Certainly. Could you give your name, please?

C: Sam Gordon, that is G-O-R-D-O-N.

A: Very well. How would you like to pay, Mr. Gordon?

C: I would like to pay at the check in desk, would it be possible?

A: Of course! But you’ll have to confirm this reservation by phone three hours before
deperture time.

C: Right, no problem

A: So, you have booked your flight, Mr. Gondon. I’m going to give you the detais; the
flight leaves next Saturday at 8:15 a.m. to Dublin and flight number is DDW747, is
everything right?

C: Everything is right. Thank you.

A: You’re welcome , Mr. Gordon

Learning tip: Please write down these sentences/expressions in bold in order to
consolidate your writing skills. Escribe estas frases/expresiones en negrita para
consolidar tus destrezas de escritura.

4.-2.- Booking a tour guide.

Reading exercise:

Please, read carefully the next text about booking a tourist guide. Then you will do a
comprehension exercise.
When approaching this type of booking, tourism agents do not forget three important

 Face-to- face communication is one of the most relevant element in a

successful sale.
 This depends on the way agent establish good communicative relationships
with customer, the tone, words used, and the correct manners are essential
elements in a face-to-face interaction.
 This good relationship makes face-to-face communication more dynamic and

Let’s see an example of conversation at the tour guide’s office.

At the tour guide’s office

Tour guide: Good afternoon, sir, can I help you?

Customer: good afternoon. Some friends of mine are visiting me, and I was wondering
if it could be possible to book a tour guide for the Alhambra
TG: Certainly! when would you like to make that visit?
C: Um….. could it be possible for next Saturday?
TG: Let me check for a moment. There are programmed visits at 10:00 in the morning,
at 18:00 in the evening and at night, at 10:30.
C: I would like the visit at night! How much will it cost?

TG: That would be €55 per person, transport included, tickets, guided tour and
C: Could I book then?
TG: Sure,just tell me a few details. Could you give your name?
C: Hugo Smith
TG: and a telephone number?
C: Its’ 958472109
TG: How many people will be in the group, Mr. Smith?
C: We are 11 friends
TG: That would be €605. The deposit would be €250.
C: Do you accept credit card payment?
TG: Certainly. so your visit is now booked for next Sunday at 10:30 at night for a group
of 11. Is that right?
C: Aha!

TG: Well, the pick-up point will be here half an hour before the visit, in this case at
10.00. During that time the tour guide will explain you all the instructions to follow.

Remember these expressions:

I was wondering if it could be possible to book a tourist guide
When would you like to make that visit?
There are some programmed visits
How much will it cost?
It includes transportation, tickets, guided tours and leaflets
Could you tell me how many people will be in the group?
The deposit would be…
The pick-up point

Learning tip: Please write down the expressions and words that you have learnt in this
description in order to consolidate your writing skills.

5..- Booking cancellation

Reading exercise:

Please read carefully to the next text about the structure of a formal letter.
When dealing with booking cancellation, it is very important to write a fomal letter to
ensure that a proper cancellation has been made. This letter, written by the client (final
client or travel agent), must contain some specific and relevant information to enable
the annulment of a reservation. The structure of a formal letter can be summarized as

Natalie Bradley  At the top of the letter, it must be

Amazing Travel Agency written the date, company’s name and
Main Street, London UK
609555111 contact information (address,
telephone number, etc) as well as the
July 5, 2015
client’s information.
Paul Hopkins
Christ Church Road
Bournemouth  When writing the letter, the customer
must be polite, respectful, but firm and
Dear Mrs. Bradley determined with his/her
I am writing this letter in order to cancel my
reservation for the 4 days city break from July  The client must give the reason for
24, 2015 to July 28. Due to massive layoffs at cancelling the reservation
my office we have got overwork and I must  The reservation number, dates and
cancel my reservation and postpone my
holidays for some time. other details have to be mentioned.
I hope you send me a written confirmation of  The client must remark that it must be
my cancellation. I apologize for the trouble I
sent a written confirmation that the
may cause you, but I am sure I will call you
once I have my leisure time at work. cancellation was put into effect.
Thank you very much for your attention  The letter must end with a formal and
Yours sincerely
complimentary close
Paul Hopkins  The letter must be signed

If you open a letter with Dear Sir, Dear Sirs or Dear Madam you finish it with Yours
If you open a letter with Dear Mr. Smith…. you finish it with Yours sincerely

7.- Grammar Reference

Let’s review the use of prepositions of time. We use them very frequently in the context
of booking different services.

We use at with times: at 5 o'clock at 11,45 at lunchtime

We also use at in these expressions:

at night I don't like going out at night

at the week-end/at weekends Will you be here at the week-end?
at Christmas/ at Easter We give each other presents at Christmas. (public holiday
at the moment/ at present Mr. Jones is busy at the moment.
at the same time Ann and I arrived at the same time
at the age of Tom left school at the age of 16


We use on with dates and days

on 12 March on Fridays on Christmas day (but at Christmas)

They got married on 12 March.

We also say On Friday mornings, on Saturday nights, on Monday evenings....


We use in for longer periods of time (months, years, seasons)

in April in 1968 in (the) winter in the 1970s

in the Middle Ages in the 18th century in the mornings
in the afternoon ( but I see you on Friday morning)

For to talk about hoe long something will last

We will stay in Barcelona for 2 days, / for a long time / for a short time

We don't use at/ on / in before last and next:

I'll see you next Friday.
They got married last March.

When booking a holiday, customers firstly must choose the type of holiday they want
to carry out; nowadays, apart from the sun, sea and sand holiday, there is a varied
range of vacations. After that, they must select how to make the reservation – online,
face-to-face or by phone – and prepare the documents needed for travelling.
Normally, customers make bookings through an intermediary, the travel agent, who
must explain clients the reservation procedure and the options of cancelling or
changing it.
These intermediaries have to manage this kind of situations (bookings, cancellations,
conformations) with the tour operators and wholesalers.
Here is a scheme of the things learnt in the item. Have a look at them and try to
remember them.
Learning tip: Remember that the more you listen and read in English the more you will
consolidate vocabulary and structures. Recuerda que cuanto más lees y escuchas en
inglés mejor consolidarás vocabulario y estructuras.
1.3.- Emisión de billetes, bonos y otros documentos propios de la
comercialización de un servicio turístico

o Build an effective repertoire of expressions and vocabulary related to field of
issuing of documents in a tourism service. Oral comprehension and expression,
reading comprehension and writing.
o Improve pronunciation regarding the vocabulary and expressions related to this
o Consolidate grammar using conditional sentences applied to the field of this unit.

Over the years, generating tickets has suffered some modifications, from manual
completion to computerized forms of delivering them. We have talked in the previous
unit about the GDS (Global distribution System) used by travel agents to issue a ticket,
but nowadays, e-ticketing is becoming more frequent among customers. To issue these
sort of papers, travel agencies have licences such as the IATA (International Air Transport
Association) accreditacion to issue flight tickets, to formalize the contracts and to
receive the commission fee.
As intermediary, the travel agent, must explain clients the details related to the
documents issued.
In this item we are going to see :

1. The issue of flight tickets

2. The issue of train tickets
3. The issue of ferry tickets
4. The issue of vouchers
5. Other important documents: Travellers’ cheque, hotel chequebook and travel
6. Grammar reference: The use of conditional sentences.
1.- The issue of flight tickets .

One of the main characteristic of a flight ticket is its nominal and non-transferable
features, that is to say, just the one whose name appears on the ticket willl be allowed
to flight.

1.1 Manual ticket

This type of issuing tickets, currently obsolete, was filled out manually what made the
process slower than modern ticketing. Also it could mean the possibility of forgery or
high risk of error.

1.2.- Transitional Automated Ticket TAT

Please, read carefully the next text describing a Transitional Automated Ticket.

This ticket is the most offered and sold by airline companies to clients in international
flights. This ticket is disposed of a maximun of four flight coupons, each for a stretch of
a route, one of them will be taken by the check-in clerk at the time of the journey. The
TAT is also composed of a passeger receipt coupon and a cover.
1.3.- Automated ticket Boarding pass
Please, read carefully the next text describing a automated ticket Boarding pass
This ticket is made of cards where information about the flight, seat assignment an
passeger data will be found.
The ATB is formed of two sections; on the one hand, the flight coupon and, on the other
hand, the passenger coupon that will serve as the boarding pass. These coupons will be
separated by a perforation. The ATB2 includes a magnetic stripe an it is more recent
than the ATB.

A characteristic of the type of ticket is that the passenger can retain a passenger receipt
where the information about the itinerary and data are printed.

In British English, dates usisng only numbers give the day, then the month, then the
year, e.g. 8 May 2012 = 8/5/2012
In american English, the order is month, day, year, e.g. 8 May 2012 = 5/ 8/ 2012.

1.4.- E- ticket
Please, read carefully the next text describing an E-ticket.
it is an electronic document used for flight ticketing passengers. It requires the similar
information as in the previous ones, but with the difference that there is no printed
document. The customer only needs the ID card at the check-in point at the terminal,
since a confirmation number has been asigned to the customer when he/she has booked
his/ her flight.

All this happens thanks to an information retrieval system or database integrated with
the airlines’ passenger service systems.

Useful words
Issuing tickets Emisión de billetes
Forgery Falsificación
check- in point Lugar de facturación
Boarding pass Tarjeta de embarque
Boarding gate Puerta de embarque
Seat assignment Asiento designado
E- ticket Billete electónico
Database Base de datos

Learning tip:

It would be useful if you wrote them down in a piece of paper in order to consolidate
your writing skills. Sería conveniente que escribieras estas palabras para consolidar tus
destrezas de escritura.

1.5 Flight tickets issuance system

Useful Expressions
Travel agency coupon.
Flight coupons.
Passenger coupon.
Record locator.
Plane’s flight number.
Fare basis.
Baggage allowance.

Reading comprehension exercise:

Look at this definition of CRS and GDS in the next text.


A computer reservation system, or CRS is a computerized system used to store and

retrieve information and conduct transactions related to travel. originally designed
and operated by airlines, they were later extended to travel agent as a sales channel.
Major CRS operations are also known as Global Distribution System (GDS). Many
systems are now accessible to consumer through internet gateways for hotel, rental
cars, and other services as well as airline tickets.
Today, each system allows an operator to locate and reserve inventory (for instance
an airline seat on a particular route at a particular time), find and process fares / prices
applicable to the inventory, generate tickets and travel documents, and generate
reports on the transactions for accounting or marketing purposes.

2.- The issue of train tickets

Reading exercise:
Read carefully next description about the issue of train tickets.
Flight and train tickets are similar in their format, since train tickets are normally issued
in cards. however, a significant difference between flight and train tickets lies in their
lack of nominal condition, that is to say, passenger’s information do not appear in the

Train ticket distribution has continually increased through Global Distribution Systems
and Savia Amadeus. These computerized systems allow travel agents to issue train
tickets. In Spain, for example travel agents receive a code assignment by RENFE to be
able to issue tickets.
SIRE is another computerized system to get information and issue e- tickets for rail
There are some features to take into account when issuing ATB train tickets:
Type of train: suburban, long-distance train, intercity, high- speed train etc
Class: club class, business class, economy class.
Date of departure and time/date of arrival and time

Look at this print out for a train ticket and try to find by yourself the following questions:
Do you find the name of the passenger? No, it isn’t in any of them
What is the code assigned in A? WGYZL4
What is code assigned in B? 7VAK6ESF
What is the origin and destination in A? From Madrid P. A to Huelva
Can you find the number of carriage and seat in A? Carriage 4 , seat 06D
What is the date in A? 19/ 04 /2016
What is the time of departure and arrival in A? departure 18.05 and arrival 21:45
What are the names of the trains in both of them ? A is Alvia 02384 and the second is
Alvia 00434
3.- The issue of vouchers

Reading and speaking exercise:

Read this text aloud in order to improve your oral skills
Vouchers are used in the tourism sector primarily as proof of a named customer's right
to take a service at a specific time and place. Service providers collect them to return to
the tour operator or travel agent that has sent that customer, to prove they have given
the service. So, the life of a voucher is as below:

1. Customer receives vouchers from tour operator or travel agent for the services
2. Customer goes to vacation site and forwards the voucher to the related provider
and asks for the service to be provided
3. Provider sends collected vouchers to the agent or operator that sends customers
from time to time, and asks for payment for those services
4. Uncollected vouchers do not deserve payment
5. Once checked the details, the travel agency or the provider proceed to pay the
invoice sent by the supplier
When a reservation is made through the internet, customers are often provided a
voucher through email or a web site that can be printed. Providers customarily require
this voucher be presented prior to providing the service.

Useful words
Service voucher bono de servicio
Confirmation Voucher. bono de reserva
Full credit Voucher. Bono full credit
Travel Agency stamp. Sello de la agencia de viajes.
Voucher number
Booking confirmation number
Service requested. A voucher per service
Date of the voucher issuance

Learning tip: Please write down these words in order to consolidate your writing skills.
Escribe estas palabras para consolidar tus destrezas de escritura.

5.- Other documents: Travellers’ cheque, cheque books and travel insurance
Reading exercise:
Read carefully the next description.
Travellers’ cheque is the safest way of carrying money when travelling around the
world. It consists of a pre-printed, predetermined amount cheque that needs a signature
to pay for a service. This document has imprinted the customer’s name and it is
enumerated, so in case o being stolen, the customer can request replacement when the
customer submits traveller’s cheque numbers.

Reading exercise:
Read carefully the next description.
Hotel chequebooks. Travel agencies often offer some hotel chequebooks that enable
the customer to stay at certain hotels chosen from a catalogue through the previous
payment of a low tariff. Customers, then, can enjoy room when and where they want
during the validity period free of any charge

Reading exercise:
Read carefully the next description.

Travel insurance. Planning a holiday not only with the type of accommodation, the
route, the booking of flights, etc, but also, there are some other circumstances that may
be out of the customer’s control and can affect the correct development of the vacation,
such as accidents or illnesses. As a result, travel agencies are used to offering their clients
some travel insurances since they are not costly and provide tranquillity to travellers.
This cost will depend on some factors such as length of travel, type of holiday or if it is
nationwide or international wide travel.
Faltaría algún ejercicio para por ejemplo identificar vocabulario y expresiones
importantes o gramática….multiple choice……
Don’t forget that Travel Agents issue hotel chequebooks and travel insurances.
However , banks are in charge of issuing travellers’ cheque.

Useful Expressions
The travel insurance covers
Policy póliza
loss pérdida
reimbourse reembolsar
expenses gastos
foresee preveer
financial loss
the expenses of hospital

Learning tip: Please write down these words in order to consolidate your writing skills.
Escribe estas palabras para consolidar tus destrezas de escritura.

6.-Grammar reference: The use of conditional sentences.

If Sentences
We use If to describe actions or situations that are conditional on other events. The IF
clause describes the condition, while the main clause describes the action or
General facts, if + present simple, Present simple (or imperative)
If you require a special diet, please let us know
If you have a problem during the journey, tell the driver at the earliest possible moment

Conditions. If + Present Simple or continuous, will + infinitive without to.

If you are travelling alone, you will have to pay a surcharge for your room
If you decide to stay for longer than a month, we will offer a discount in the voucher.

It is not necessary to begin the sentence with the if clause.

We will offer you a 50 % refund if you cancel your holiday
Note that there is no comma between the two parts of the sentences when you the if
part ins in the second part of the sentence.

Now it’s your turn!

As it has been seen throughout this chapter, issuing travel documents means the
issuance of flight, train and ferry tickets. These can be of different types- manual,
automated or electronic tickets an they may differ in the information they contain.
Besides, there are also other important documents as vouchers, traveller’s’ cheque and
travel insurances that are essential when carrying out a journey.

Here is a scheme of the things learnt in the item. Have a look at them and try to
remember them.
Learning tip: Remember that the more you listen and read in English the more you will
consolidate vocabulary and structures. Recuerda que cuanto más lees y escuchas en
inglés mejor consolidarás vocabulario y estructuras.
1.4.- Negociación con proveedores y profesionales del sector de
la prestación de servicios turísticos.

o Build and enlarge an effective repertoire of expressions and vocabulary related
to the scope of negotiations in the tourism services and its features.
o Acquire fluency in oral comprehension and expression in the specific context of
negotiating, reading comprehension and writing.
o Improve pronunciation regarding the vocabulary and expressions related to this
o Consolidate grammar related to the application of modal verbs in negotiations.

Objective: to reach an agreement. Consequently, this agreement fulfilled by two parts

by means of negotiation will turn into the tourism product later experienced and
appreciated by the customer.
In this item we are going to see:
1. First the elements in negotiation : stages and language
2. Tourism services suppliers and professionals negotiations: hoteliers, airlines,
ancillary services.
3. Grammar reference: practice of some grammar structure using modal verbs
applied to negotiating

1.- Elements in negotiation

There are some key elements intervening in a negotiation. The nature of these elements
may be linguistic, visual and personal, that is, verbal and non-verbal communication.
In the following sections, the linguistic and visual aspects will be developed in order to
acquire a wide knowledge of how to perform a negotiation with the correct language
and with the proper gestures and body language.
1.1 Stage in negotiations
Reading exercise:
Read the next text explaining the stages in negotiation:
 Preparation stage. It is very important to be prepared and know everything
about the meeting, sides, points to discuss, etc. On the contrary, negotiations
would end up in a failure
 Setting the agenda stage. In a negotiation it is vital to make clear all the tasks to
be discussed and determine the reasons for each item.
 Clarification of ideas stage. Referenced to what has been said can be made to
improve the real comprehension of arguments to avoid misunderstandings.
 Disagreement with the other side stage. When one of the sides disagrees with
the other, it is suitable to give alternatives and choices.
 Making concessions stage. In order to create an equal situation in which both
sides sin, making concessins could be the solution.
 Bargaining stage. This is the real core of the negotiation. It is advisable to
connect the things required by both sides and then offer them as a unit.
 Final stage. When putting and end to a negotiation, it is suitable to make a short
summary of what has been discussed to make clear the points reached and

Learnig tip: Read it aloud in order to consolidate your oral skills.

Reading comprehension:
Read this conversation and then try to divide it into the stages described areas
(preparation stage/Agenda stage/clarification of ideas/Disagrement/Making
concessions/Bargaining/final stage). Write them down in a piece of paper and then
check below.

Tour operator: thanks a lot for coming today

Supplier: Oh, it’a a pleasure to do business again. Let’s go
TO As we previously talked, I would like to revise the on board extras in your flights,
food, drinks, etc. We want our customers to feel as VIP from the very first moment.
Some luxury for clients will increase our sales. Does it fit in with your ideas?

S: I see your point, but that not only will increase the sales, but also the prices, you know,
the tickets, charges, taxes.
TO: Well, I suggest the following: consider some extras as welcome gifts for clients. I
promise you will have benefits at the end of the year. And at the same time your
company will be promoted without any extra cost! Clients will do the work.!

S: I am not sure. Well… we are prepared to offer an extra meal and drink on board, no
TO: Definitely, it’s always a pleasure doing business with you. Is there anything you
would like to add?
S: No, no, that’s all. Let’s just confirm the details and…. I think we will have an agreement

Tour operator: thanks a lot for coming today

Supplier: Oh, it’a a pleasure to do business again. Let’s go
TO As we previously talked, I would like to revise the on board extras in your flights,
food, drinks, etc. We want our customers to feel as VIP from the very first moment.
Some luxury for clients will increase our sales. Does it fit in with your ideas?
S: I see your point, but that not only will increase the sales, but also the prices, you know,
the tickets, charges, taxes.

TO: Well, I suggest the following: consider some extras as welcome gifts for clients. I
promise you will have benefits at the end of the year. And at the same time your
company will be promoted without any extra cost! Clients will do the work.!
S: I am not sure. Well… we are prepared to offer an extra meal and drink on board, no

TO: Definitely, it’s always a pleasure doing business with you. Is there anything you
would like to add?

S: No, no, that’s all. Let’s just confirm the details and…. I think we will have an agreement

Learning tip: It is very useful to write down the expressions and words that you have
learnt in order to consolidate your writing skills. Es muy útil escribir las expresiones y
palabras que has aprendido para consolidar tus destrezas de expresión escrita.

1.-2 Negotiation language

The correct use of spoken and written language is significant in a negotiation situation,
in the sense that a good understanding and a correct exchange of perspectives on the
point will influence the process of negotiations and the results obtained.
In a negotiation some grammatical structures and specific vocabulary are normally used
for different purposes. The following table provides some examples of several structures
to be used at the different stage of a negotiation process.


PREPARATION We should work on …. and discuss about….
Would you like to fix a deadline?
What about a date?
SETTING THE AGENDA I would like to focus on….
I think we should revise……
I suggest we should pay attention to….
CLARIFICATION OF IDEAS Let me tell youthat….
Last time, we talked about….
What is the resaon for…..?
Could you be more specific?
DISAGREEMENT I strongly disagree with…..
I am totally against ….
Unfortunately, we can’t do that
MAKING CONCESSIONS If you………. we are willing to…..
We could possibly deliver ……..
WeE can do that providing that……
BARGAINING If it works, we’ll increase the order later on
That could be ok if you guarante……
CLOSURE Good, I think we’ve covered everything
Right, we’ve got a deal
We have an agreement then

Useful words
alternatives alternativas, opciones
concessions Concesiones
bargain regatear, negociar
demands exigencias
goal meta, objetivo
guarantee garantía
tailor-made holidays vacaciones a medida
downside inconveniente, desventaja

1.2 Body language.

Reading exercise:
Read carefully the next text about body language. Then you will do an exercise
Body language – or communicating with body postures, gestures, facial expressions and
eye contact – ia a meaningful aspect in communication. Therefore, in business
negotiations, body language is relevant because it can be perceived among people who
may or may not trust in the words said.

Did you know that communication consists of around 80 % body language and 20%
consists of just words.

The table below shows some possible postures, gestures and contacts and their


Eye contact Confidence, credibility
Avoiding eye contact Lying , lack of interest
Serious eye contact Intimidation
Hands in pockets Something to hide
Incline forward Interest
Upright posture Confidence
Curved posture Lack of confidence
Crossed arms Defence, distance
Uncrossed arms Openness, honesty

2.- Tourism services suppliers and professionals’ negotiations

Tour operators make contracts with hotel chains, airline companies and other travel
suppliers in order to acquire a great bulk of travel service and these contracts or
negotiations depends on the tour operator’s ability to buy this bulk of services at a lower
price but with no difference in their quality. The procedure of the negotiations usually
starts a year in advance. During this time, meetings, modifications, faxes, phone
conversations are continually taking place.
In this section, we will see negotiation process with some travel suppliers, such as
hoteliers and air carriers.

2.1.- Hoteliers negotiations

Reading exercise
Read carefully the next text regarding the hoteliers’ negotiations.
When negotiations with hoteliers begin a year in advance, tour operators must think
about what type of contract they prefer before closing the deal
Allocation contract, in which tour operators pay for an estimated number of room to be

Fixed contract, in which tour operators pay for a fixed number of rooms regardless of
how many will be sold.
Negotiation with hoteliers may contain some important items to bear in mind:
 It is vital to begin negotiations to know the rack rate of the hotel
 Many hotels have limit in the number of rooms for groups; therefore, tour
operators must start their negotiations a year or so in advance to obtain more
 In negotiations, it is preferable let hoteliers to quote a rate first in order to
bargain possible discounts later.
 It is the moment of making concessions to hotelier, such as large number of
rooms, farewell parties, consumptions in the hotel, etc
 It must be asked a complimentary room for drivers or tour guides.
 When closing the deal, as in every negotiation, a written formal letter must be
required to confirm the items agreed. Hoteliers will also ask for a rooming list.

Useful words
Allocation contract Contrato de asignación
Tour operators Tour operador
Negociation Negociación
Hoteliers Hoteleros
Consumptions Consumos
Fixed contract Contrato fijo
Rack rate Precio publico de la habitación
Quote presupuesto /ar
Complimentary room habitacion sin cargo
Rooming list lista de huespedes y tipo de habitacion y servicios
proporcionada por el hotel

Learning tip: Please write down these expressions and words that you have learnt in
order to consolidate your learning and writing skills
2.2.- Airlines negotiations
Reading exercise
Read carefully next text regarding airlines negotiations. Then you will do an exercise.

In negotiations with airlines companies, tour operators may take into account the
following relevant aspects:

 Long-haul vs. short-haul flights

 Number of seats booked
 Fuel price
 On-board extras
 times of arrival and departure
 Airports to be used

Besides, tour operators have to look for the lowest price in order to ensure that they are
going to be able to resell customers the seats bought in an aircraft.
Dealing with airline suppliers is really a difficult task, since as it has been stated in other
units, customers can also buy their tickets directly from the airline company, being
cheaper than those acquired through an intermediary such as tour operators and travel

Airlines have agreed in giving no commission to travel agents for air tickets sales. As a
consequence, travel agents charge an amount of money on customers for this sort of

Useful Expressions
Long – Haul flight Aircrafts which cover journeys over six or more hours; long
Vuelo larga distancia

Short-haul flight Aircrafts which cover journeys fewer than three hours; short
Vuelo corta distancia

Stopover The time you spend in a city en route as an interrruption in a

long-haul flight.

Landing and take off Fees paid by ain airline company to an airport for using its
charges facilities
Tasas de carga y
Turnaround time The time spent between an airplane landing and taking off
Tiempo de respuesta
Low cost carrier More economical flights or budget airline companies
Compañía de bajo

Learning tip: Please write down the expressions and words in order to consolidate your
writing skills. Escribe las palabras y expresiones para consolidar tus destrezas de
expresión escrita

2.3.- Ancillary service negotiations.

Reading exercise:

Ancillary services are one of the main constituents of the travel and tourism industry
and it can be defined as the additional services a customer may need when going on
holiday. These optional extra services are considered a fundamental element for travel
agents and tour operators when they provide a full service holiday intheir brochures.

Ancillary services may comprise the following benefits:

 Coach transfer from and to airport and hotel
 Tour guiding at the destination city.
 Food and beverages on board.
 Theatre and other shows tickets
 Travel insurance sold by travel agents as intermediaries between insurance
companies and the customer.

After having read this text, try to answer by yourself to the next exercise.
1.- What does “ancillary services” mean? Servicios auxiliares
2.- Is a train ticket an ancillary service? No, no es un servicio auxiliar
3.- What is a coach transfer from airport to hotel?. Traslado en autobus del aeropuesto
al hotel
4.- What does “beverages” mean? bebidas o refrescos
5.-Is travel insurance sold by agents an ancillary service? si es un servicio auxiliar
Learning tip: Please write down these words in order to consolidate your writing skills.
Escribe estas palabras para consolidar tus destrezas de escritura.

3.-Grammar reference: practice of some grammar structure using modal verbs applied
to negotiating

 We use should or shouldn’t go give advice or make suggestions.

You should follow up all our instructions
You shouln’t be so impatient
 We use have to or need to say that something is necessary or is very important
I think you have to pay a sales commission
I need to find a ticket quickly
 We use don’t have to or don’t need to if something is not necessary
You don’t have to agree at the very first time if you consider so
If you reserve now you don’t need to pay until next month
 Must is similar to have to
You must feel confident and sure about yourself
 But mustn’t is not the same as don’t have to. We use mustn’t to say that
somebody is not allowed to do something
You mustn’t smoke on a plane. It is forbidden.

As it has been seen throughout this chapter, negotiation is a significant parte in the sales
of tourism services. Negotiation implies a good choice of words,a positive attitude and
a good use of the body language, gestures and postures. These negotiations are carried
out by tour operators, who try to buy bulk of supplies to obtain an improvement in their
sales, and travel suppliers such as hotel representatives, airlines reservation managers
and providers of ancillary services.
Learning tip: Remember that the more you listen and read in English the more you will
consolidate vocabulary and structures. Recuerda que cuanto más lees y escuchas en
inglés mejor consolidarás vocabulario y estructuras.
1.5.- Gestión de reservas de habitaciones y otros servicios del
establecimiento hotelero

o Improve communication skills to face situations in the context of hotel services
o Build an effective repertoire of expressions and vocabulary related to this unit
o Developing listening comprehension skills in this area of work
o Improve reading comprehension and writing of topics related to reservations.
o Improve pronunciation regarding the vocabulary and expressions related to this

Accommodation is one of the most influential sectors in travel and tourism around the
world. Due to that, reservation may be made in advance, regardless of the way
customers may book their rooms in a hotel, whether by phone, by internet or writing a
reservation letter.

Throughout this chapter, we are going to see issues related to room reservations, then
Hotel services reservations and other reservations such as off site reservations ,
conference service o pet service.

1. Room reservations: letter, on line, phone

2. Hotels services reservations
a) Off site services
b) Conference venue
c) Pet services

1.-Rooms reservations.

Reserving rooms in a hotel is not a difficult task if some key points are known. Depending
on the time customers have and also the money they want to spend, bookings ,
nowadays, can be made through different ways: with a travel agent, though costly;
through a letter, that would be time spending;; by telephone which can entail speaking
a foreign language; and through Internet, perhaps , the easiest and cheapest way to
book a room.

The procedure is very similar to each option, though, as it will be seen, some factors in
context and in grammar will differentiate them.

1.-1 Hotel room reservation letter

Reading exercise:
Read carefully the next text. Then you will do an exercise
The hotel reservation letter is a very common way of booking a room. It avoids any sort
of error or misunderstanding in dates, types of rooms or number of people staying, since
it reflects all the necessary information about the customer stay.
However, it is advisable to check the type of hotel together with its services and facilites
before writing a reservation letter, otherwise customer will receive an answer letter of
fax saying that his/her expectations do not fit what the hotel can offer.
Nevertheless, hotel reservation letters follow a simple structure, though they may vary
in style, obviously depending on the writer of the letter.
 Salutations. It is the opening or the letter . Normally some structures are used
such as “Dear Sir or Madam” or “to whom it may concern”
 Dates, Times and Number of nights. It is essential to specify the arrival and
departure dates; time is also important to the hotel staff to prepare the rooms.
It is advisable to write the number of nights; hotels don’t count days but nights.
 Number of people. Also very important to say how many people are going to stay
in the hotel. In the case of children, age must be specified.
 Room type. Single room, double rpom, suite, ground floor room, top floor room,
room with views.
 Board. Bed and breakfast, half board, full board, all inclusive.
 Facilities required. Mentioning what the customer needs is essential to obtain
the best result.
 Contact information. Customer’s full name, telephone number, e-mail, type of
credit card, credit card number, expiration date (if necessary)
 Thanks and farewell. It is the end of the letter, some usual structures are: “Thank
you in advance” “ I look forward to hearing from you” “Yours faithfully” etc.

Depending on the way you open the letter, you will have to close it with certain
Dear Sir or Madam > Yours faithfully
Dear Mr. X or Ms. X > Yours sincerely

1.2. Online Hotel room reservation

Making a room reservation via the Internet follows a very easy procedure:
- First of all, the agent may choose a hotel, surf the net to look for its webpage and
display the booking form.
- After that, the agent completes the booking form with the required information.
- After submitting the reservation, an e - mail will be received detailing the
- Within an established period of time, confirmation will be processed.
- A receipt of payment will be sent through e-mail to be presented at the check-
in desk.

This is an example of a Hotel Reservation form

Hotel Reservation Form No.

Customer: :
Email: Phone:
Accompanying Guest(s):
Email: :
Arrival Date: Arrival Time:
Departure Date: Departure Time:

Hotel No. of
Location: Rooms:
 Room Type
1:  Single Room  Double Room
 Room Type
2:  Single Room  Double Room
 Room Type
3:  Single Room  Double Room
 Room Type
4:  Single Room  Double Room

 Card  Check  Card/Check

Payment: Cash No:
Card Valid
Name: Through:
Invoice No: Price:
Charge: Tax:



1.3.- Hotel book reservation via telephone

Reading exercise:
Read carefully next description and then you wil do an exercise.
An efficient telephone conversation when booking a room or some other tourism
services plays an important role in making potential clients feel satisfied with what
he/she has just reserved. Here there are some useful tips when dealing with a phone
room reservation.

 Greet the caller and introduce the name of the hotel and your name, then ask
how you can help.
 Listen carefully to what the caller is telling you, since callers ofter call not only to
book a room, but also to book a table in the restaurant, to leave messages to
guest or simply to ask for information about the hotel
 Be sure about the availability of rooms before explaining the facilities offered in
the hotel.
 Ask politely for any personal data and tell the caller you are going to spend some
time in checking the details.
 It is important to end the conversation thanking the caller for trusting in the

Useful Expressions
Could you tell me your name, please?
Me podría decir su nombre, por favor?
When would you like to come?
Cuando querría usted venir?
Would it be a single room, Mrs. Chapman?
Sería una habitación sencilla, Sra. Chapman?
Could you give us your credit car details, please?
Me podría dar los datos de su tarjeta de crédito, por favor?
Could you tell me the card number?
Me podría decir el número de tarjeta?
Could you tell me the expiry date, please?
Me podría decir la fecha de caducidad, por favor?
Would you tell me what the name of the card is?
A nombre de quién está la tarjeta?

2.- Hotel services reservations.

Reading exercise:
Please, read carefully the next text describing some tourism services reservations and
features, then you will do an exercise:

The growth of hotel services increased thanks to the growth in the tourism and travel
industry. Tourists or customers are of any age – children, teenagers, adults or elderly
people – and their reasons for travelling are civerse: just married couples, business, city
breaks, families travelling with children and so forth. Therefore, in order to attract
possible clients, hotels began to offer special services or additional services depending
on the type of customer lodged.

Hotel services are normally reserved one clients have checked-in at the front desk in the
hotel. They are diverse and of different characteristics, though they may not be offered
inevery hotel, it depends on the category of the accommodation itself.

These services and facilities are normally signalled through icons all over ethe hotel to
indicate where to go in case guests need some of them. Other, usually are requested at
the front desk.

2.1.- Off site services

There are services that take place out of the hotel, though they are offered by a hotel
representative who is in charge of informing about these services and arranging the
reservation for guests of the hotel who require them.
Off site services make reference to excursions, horse riging, sport activities, walking
tours around the city, etc. and they are normally paid indepently from the price of the

2.2 Conference venue services

Reading exercise:
Please, read this text about conference venue services and then you will do an exercise.

Business travel or tourism has increased over the last decades. This type of tourism
includes millions of business people travelling to and from different countries attending
congresses, meetings, business events, exhibitions and also incentive travel to those
who have reached the best deal for their companies.
In order to do so, some hotel have designed some installations primarily to hold
conferences and business meetings. In their leaflets, they propose and describe any
service and facility at the business traveller’s disposal such as WI FI connection, provision
of laptops, or even secretarial services.
However, apart from all these facilites and services offered to their guests in-site, it is
essential for business travellers to be able to make reservations at short notice, that is
to say, short time in advance. Besides, the hotel must provide their business clients and
express check-in and check-ou assistance, a corporate discount rate and, of course, a
shuttle service from the airport to the hotel and viceversa, among other things.

Useful Expressions
Audio visual equipment Equipamiento audio visual
Flip chart Rotafolio
Laptops Ordenador portátil
Printer Impresora
Secretarial services Servicio de secretario/a
Video-conference Videoconferencia
Digital projector Proyector digital
Wi Fi Conexión wireless
Photocopyer Fotocopiadora
Notebooks Cuadernos
Break out room Zona de descanso

2. 3.- Pet service

Reading exercise:
Read this text about pet services aloud in order to improve your oral skills.

Nevertheless, there are some rules that have to be considered. For example, reservation
of rooms has to be made long time in advance, since rooms destined to clients with pets
are limited. These rooms must have some characteristics: they must be isolated from
the rest of the rooms, in order not to bother other guests if the dog barks, for instance.
Frequently the rooms destined to these guests are bigger, with balconies or terraces, to
make the pet feel better. Besides, clients must present their pets’ document on
vaccinations and vet revisions to show that everything is correct.

There are some luxury hotels that offer the pet a welcome package that includes a pet
bowl, tags, sweets and toys, apart from their pet bed. Others offer special services like
dog walking, spa treatment and vet examinations.
It is advisable to know if these or other services are free from charge or, on the contrary,
their owners have to pay a fee.

Another rule is about the places the pet is allowed to stay; there are some hotels that
permit the pet walk throughout the hotel just in case of being accompanied by their
owners. others just allow pets to stay in their rooms and to be watched by their owners.

Therefore, everything must be explained before reserving a room and offering this type
of service.
When customers reserve a hotel, they can do it through different means: travel agent,
letters, phone conversations, internet and, obviously, at the front desk of a hotel. At
the same time, customers can also book, not only a room but so many services, such a
as off-site services, transfer service, entertainment, and something that is currently
being developed, pet services.
Learning tip: Remember that the more you listen and read in English the more you will
consolidate vocabulary and structures. Recuerda que cuanto más lees y escuchas en
inglés mejor consolidarás vocabulario y estructuras.
1.6.- Cumplimentación de documentos propios de la gestión y
comercialización de un establecimiento hotelero.

o Build an effective repertoire of expressions and vocabulary related to hotel
documents. Oral comprehension and expression, reading comprehension and
o Improve pronunciation regarding the vocabulary and expressions related to this
o Consolidate useful expressions with get when responding to problems.

A desk clerk must bear in mind that he/she represents the first impression that guests
obtain when arriving at a hotel, but they are also the last contact with the hotel itself.
In this sense and they must take into account the similar tips given when handling
In this item we are going to see some procedures to deal with this papers such as check-
in or check out. Besides, it will be of great importance the way in which receptionis deal
with bills, how they describe to the guests and how they quote prices to avoid
misunderstandings. We will revise some grammar expressions used when responding to
1) The front office
2) Check- in
3) Check-out
4) Bills
5) Problem solving
6) Opinions and surveys

1.-The front office.

Reading exercise:
Please, read carefully the next text about the front office duties, then you will do an
Working at the front office of a hotel is not an easy task: receptionists or desk clerks not
only greet the new comers when they arrive, but also they have to assist them with any
possible problems during their stay
In a normal work day, a desk clerk will take reservation, answer questions, take
messages, prepare bills, handle foreign exchange, deall with requests from guests and
with their complaints, if any, and check in and check out of the hotel.
Eight simple rules for welcoming guests

- Smile when you greet the customer

- Listen to what the customer is saying
- Make eye contact, but don’t stare
- make sure you look interested
- Address the customer by name
- Don’t interrup the customer
- Keep a reasonable distance from the customer, not too close and not too far
- Always thank the customer when appropriate.

Do not forget what it was explained about body language in face to face interaction
in chapter 4.

Useful Expressions
FAQs Preguntas frecuentes, habituales
Foreign exchange Cambio de moneda extranjera
Update Actualizar
Incoming phone calls Llamadas entrantes
Deal with cancellations Tratar cancelaciones
Monitor customer satisfaction Supervisar el nivel de satisfacción del cliente
Take message for clients Recoger mensajes para los clientes

2.- Hotel check in

Reading excercise:
Please, read carefully the next text describing the check in procedures.
A hotel check-in is a required process by which a customer, through a registration card,
can access the services and the room key. The registration procedure can be explained
as follows:

 The front desk salutes the guest in a wam and cordial way.
 The front desk must check booking details on the computer, to verify that this
new comer has a room reservation.
 The front desk must ask for identification and, then, for the guest’s preferences.
 The front desk must check roomrack to select a suitable room for the guest.
 Completion of the registration card
 The front desk must swipe the guest’s credit card.
 The front desk must ask the guest to sigh the registration card, take the hotel
copy and give the customer’s copy.
 The front desk must assign room key.
 The front desk must provide information about hotel services and welcome
guest to the hotel.

Useful Expressions
to allocate Asignar
room rack disponibilidad de habitaciones
to swipe pasar una tarjeta de crédito por un terminal para registrar los
a walk in cliente accidental, casual que llega sin reserva
VIP Cliente importante.
Key card Llave magnética.
Voucher Cupón que muestra el derecho de acceso a un servicio

3.- Hotel check out

Reading exercise:
Hotel check-out can be defined as the last step in the accommodation cycle. However,
an efficient check out is an opportunity of guaranteeing a potential reservation in the
Read this text about the front office check out procedures

Process 4 . Check out. Check out should follow the flow chart below
Client asks for bill

Open client history
FRONT ↓ ↗ Agency → attach voucher to bill → Bill to head
OFFICE receptionist
PROCEDURES Payment on credit → yes ↓
No ↘ company
↓ ↓
4.-1 REQUEST FOR BILL b.- Never show the bill 4.3 DIRECT PAYMENT OF
to the client in order to BILL
a.-The check-out maintain the privacy or the a.- Where a client has to
process begins when a data on it. All agency bills make direct payment to
client asks for their bills. are given over to the head Reception, in cash or with a
Bring up all of the receptionist, who sends credit card, the receptionist
documents connected to them to the agency. asks the client which
the client’s room method they will use.
b.-Check the payment 4.2.2 Payment on credit to b.- Show the client the bill,
details on the screen. For companies detailing each item verbally.
payment on credit go to a.- With company bills, If the client is happy with the
4.2. For direct payment, always show the client the bill, ask them to sign it to
go to 4.3. bill, unless there is an show conformity.
c.- Asks the client if explicit order not to from c.- If the client is not
they used any hotel the company. Ask the happy with the bill, check all
services (bar, mini bar, client to check the bill and items, with the
etc) the previous sign it if correct. corresponding departments.
evening. If they did, b.- if the client is not Modify the bill in the case of
locate the charges on the happy with the bill, check error. Ask the client to check
computer and include all items with the the bill again, and sign it to
them in the bill. corresponding show conformity.
departments. Modify the d.- Once conformity has
4.2 BILLS ISSUED TO bill in the case of error. been obtained, charge the
CREDIT After making any client.
4.2.1 Payment on modifications, ask the
credit through agencies client to check the bill 4.4 CUSTOMER
a.- Agency here means again, and sign it to show SATISFACTION
any travel agency, conformity. On a daily basis, hand out
conference organizing customer satisfaction
agency, internet agency, feedback forms at random
or similar to four or five clients, as
described in Procedure. P.06

4.- Describing bills

Dealing with bills is sometimes a hard task to handle. A bill must reflect everything a
guest has received: the charges, taxes and the extras. Everything must be detailed, since
customers do not want to feel themselves cheated or distrutful.
Therefore, a front desk clerk must remember that sometimes customers forget some of
the services they have used or some comsumption thay have taken; this would be the
turn of the desk clerk to be patient, efficient and polite in describing the bill to the
Half board room 4 nights 145 580.00
Faxes 23.00
Room Service 138.00
Video conference 65.00
Shuttle Service 75.00
Registration fee 30.00
Tax (18%) 163.98

TOTAL € 1074.98
7% sales taxi if paying with
credit card
Thank you for staying at Jasper Hotel. We hope to
see you again.

Front desk clerk: Well, Mr. Jones, this is your bill. Look, four nights in half board type at
one hundred and forty five euros each comes to five hundred and eighty euros, plus
twenty three euros for the faxes you sent, plus one hundred and fifty eight euros of the
room service, plus forty five euros for the video conference, plus seventy five euros for
the shutle service, plus the registration fee of thirty euros comes to nine hundred and
eleven euros.
Mr. Jones: that’s right

Front desk clerk: but we have to add a tax of the eighteen per cent that equals one
hundred and sixty three euros and ninety eight cents. This quantity plus nine hundred
and eleven euros makes one thousand and seventy four euros and ninety cents, is
everything correct, Mr. Jones?
Mr. Jones: Oh, it’s clear! Thank you very much.

5.- Common problems. Responding to problems

Grammar reference:
When responding to problems, we often use will or can + infinitive without to to
tell someone what we are going to do
I’ll ask the engineer to look at your air conditioning unit.
I can ask the housekeeper to clean your room

Another common way to talk about helping someone is to use get. This is a very
common verb in English, and has different meanings. It is found in many phrasal verbs,
e.g. get out of, as well as in expressions such as get into bed. Some meanings are used
more in speech, e.g.
get + an idea or joke = understand
I don’t get it. Can you explain it again?
However, there are many other meanings of get that can be used in both written and
spoken English.
Have got= have Have you got any luggage?
get + (noun) = receive I didn’t get the message
get to + (noun) = arrive at/in I got to the meeting just in time
get + (adjective )= become I’m getting really cold
get (+ noun) = obtain or buy It is cold, I’ll get an extra blanket
When responding to problems, it often means “obtain”

To make it clear that we are doing something for another person, we generally add for
+ pronoun or noun
I’ll get an extra blanket for you or I’ll get you an extra blanket
I’ll get some toys for your children or I’ll get your children some toys
get + object + infinitive with to
We use this structure when we promise to ask another person to help in some way
I’ll get the maintenance to look at the heating in your room
I’ll get the porter to help you
I’ll get the housekeeper to give you a blanket

6.- Customer satisfaction survey

Reading comprehension exercise:
Hotels have mechanisms for getting feedback, but travellers sometimes put their
opinions on websites. The opinions below are about a Beach Hotel in Minorca, Spain.
Read the postings and summarize the feedback in the table by grading the opinions from
1 (very poor) to 5 (excelent)

Reviewer 1 2 3 4 5

Hotel feature
Value for money 4 5 4 - -
Suitability for families 5 4 4 4 4
Food - 3 5 5 3
Entertainment 5 - 5 5 -
Staff 4 5 4 5 4
(possible answers)

1.- 2.-
We stayed at the Hotel Hope in We stayed at the Hotel in September. We
September with our children, a boy and a knew it was for families with young kids.
girl. The hotel is right on the coast and 200 Certainly the hotel was full of them, and
metres from the beach. The they were very noisy. It has a quiet adult
entertainment programme for children pool area at the back, so if you like a bit of
was fantastic, the staff well trained, quiet sunbathing then that’s the place to
energetic and creative. The adult show go. The food was Ok, though not much
was also nice. The only thing we found imagination went into it. We still had a
unpleasant was the smelling of smoking good time and made some good friends.
in some places. Overall, very good value Oh, the staff, brilliant and excellent value
for money. for money.

My husband and I stayed at the Hope Hotel for 2 weeks last August with our kids. We
had a fantastic time. The food was great. We loved the local food, and there were the
usual pizzas an burgers for the kids. the entertainent was also excellent. Loads of really
imaginative kids stuff – the hotel is more for families than couples. But as parents, we
made some really good friend and had a very nice time. And all the staff were very
polite and friendly, and spoke excellent English. Overall, very good value for money

4.- 5.-
My stay in the hotel took place in August. This My stay in this hotel took place in June. We
is the first time we have been on a fully had a very nice fortnight. That was our
inclusive holiday. We weren’t sure what that second time and we are thinking of booking
would mean in practice, but I have to say that for next year! The room basic but very clean
we weren’t disappointed. The food was and with a fantastic view of the sea. The
great. The rooms very fine, very clean as was meals good as usual. We are not keen on
the whole hotel in general. No trouble with foreign food, so not everything was to our
the staff. The hotel entertainers were tastes, but that was not a problem. Children
excellent. We hardly saw our daughter during had a lot of fun. We found fewer sunbeds this
the day. The disco for adults was a must we year, sometimes was difficul to sit together.
had very much fun. The pools perhaps too Rental car was cheap and we could visit
small for a hotel this size but we liked the anothere beaches.
adult pool by the bar and the hotel was close I would really recommend this hotel for
to the beach. families with young children.
I would recommend this hotel for families
with young children or teenagers.

Documents in a hotel are diverse and varied, so the front- desk clerk working for a
hotel must be bright, organized and calm. They have to deal with the check-in papers
such as hotel registers, vouchers, rooming lists and official documents, and with the
check-out document and money. they also have to be friendly, polite and warm with
the clients, deal with complaints and try to solve any problem presented.

Learning tip: Remember that the more you listen and read in English the more you will
consolidate vocabulary and structures. Recuerda que cuanto más lees y escuchas en
inglés mejor consolidarás vocabulario y estructuras.