Dokumen tips keith harding going international english for tbookzzorg

This language is very in demand for the best jobs , and is even a requirement to study at some universities. However, it is also key to learn it to be able to communicate with different people from all over the world. Thus, the english for tourism is essential.

Talking about likes and disli kes

Ta lking abo ut past experiences

l angu age focus 2

D escr ibing procedures - present

Cl ass passenger survey

SECTION 2 Statis tical information a bout travel and touri s m

Th e s tructur e of th e touri s m indu stry Vocabulary

Job s in touri s m Listening 2 Identifying jobs a nd s ituations Output task

Producing a CV

Activity Tourism in The Gambia, Sierra leone, and Belize

• 3

Travel agents

page29

SECTION 1 What kind of h liday?

Speaking and vocabulary Holiday types

R ea ding Four holid ays listening 1 Bookin g a holiday language focus 1 Taking a booking

• • • • • II

Making s ugg est ion s a nd giving information (spoken)

Output task Travel agent role - play

SECTION 2

Th e bu siness traveller Vocabulary and listening 2 The ne eds ofthe business travell er

R ea ding and speaking Holiday Inn Priority Club Output task

Comparing facilitie s a tthree hotels

SECTION 3 Visas

listening 3

US v i sa r equirements language focus 2 Obligation and perm ission Tel ephone language Output task

T elep hon e conversatio n s

Activity

My h ls

SECTION 1 Ann o un ceme nts and proced ures Speaking

Experiences o ffiying Listening 1

Airport announce ments

R eading and vocabulary Airport proced ure Langua e focus 1

E x pl aining procedur e Output ta sk

Cab in crew procedure

SECTION 2

Ch eck ing in Reading Boarding passes and ch ec k - in sc reen s Listening 2

Atth e c h eck -in desk Output task

Ch eck ing i n

SECTION 3 Flight atte ndant s Listening 3 Could you b e a fiight a tt e nda t?

Reading Psych logy q uestionna ire fo r potential fii g t tte dant s

Language focus 2 Ind ect q u est io ns ( evision) Speaking

F light att e ndant j ob int erv i ew Output task

Cabin crew ro le-play Activity

Cu s t om s reg ula o s

6 ,

~ , " , ' " A

river-cr u i ses and ferries

page 74

SECTION 1 Cru i se info rmation Speaking

T ypes of wate r holi day Reading

SECTION 2 Tic et info rmat ion and itin e r a ri es Reading and sp aking

Greek ferries Reading and speaking

A t rip down t h e Ni e Language focus 2

T alkin g abou fu ture arrange m e nt s Output tas k

Travel arrangement s

SECTION 3 On-board info rm a on Listening 1

Intern a onal e quett e Vocabulary

Ship s a nd cabin s

Li stening 2 Cabin accom mo at ion Output task

D esig ning and ex plaining c rui se accommodation

Act ivity Cru ise itin rary

Compari so n, contrast, and

reinforcement (sp ken regi s t er)

Reading and speaki ng

Explaining ca r hi r e arra gements

page 105

SECTION 1

Facts and figures Reading and vocabulary Trave l docume nt s Reading

Prices a nd f aciliti es at Hote l King

So l omo 's P a lace Language focus 1 Calculating and quoting prices Output task

Finding out about prices and facilities

Travel a e cy l ett e rs Listening 2

Se llin g an air tic e Output task Making flight re servation s

SECTION 3

Wh en things go wro ng Reading

Trave l insura ce Listening 3 Holid ay di sas ters Language focus 2 Desc ribing events in the past Output task

Insura ce re ort form s

Activity Touri st budgets

Reading Inform ation on B a gkok Language focus 1

Ad vice and s uggestion s (written register) Output task

Writing a touri s t inform ation l eafle

Inf ormation on touri s t sights

Activity Tourism in S atfo rd-upon-Avon

page 150

SECTION 1

Se lling a h lid ay Reading and speaking Types of adve rti s ing and promotion Reading

' H owto se ll your product' Languagefocus 1

D escr ibin g features Outputtask

Se lli ng a h lid ay

SECTION 2 Specia li s t holid ays Vocabulary and speaking Holiday t ypes a nd mark e segments Listening 1

Holid ay a d vertise m e nt s Reading

H el i ski in g holida ys Output task Spec i a li st h lida ye nquiri es

SECTION 3 Promot i o n on the Int erne t Reading

Promoting Georgia through th e Int e rn e

Language focus 2 Superlative l a ngu age Output task

Designing a we b s it e

Activity Planning a promotional ca mp a ign

12 , \' ,\ Jj

Developments in tourism

page 164

SECTION 1

Th e s h ape oft hin gs to come?

Sp ea king Stateme nt s about trave l a nd tour i s m Reading

Space h ote l Language focus 1 Futur e pr e diction s

Output task Predicting future tr e nd s in touri s m

Th e imp act of tour i sm in the deve l op in g wor ld

S u sta in able tourism Reading

Gr ee n E art h Tr ave l Output task

R espons ibilit y in t h e tourism ind ustry

Activity Simulation - the development of tourism in a n im ag inary count r y Pair work / Group work B information page 1 75 Tapescripts page 1 83

Juan Menacho Gonzalez

is a 21·year-o ld train ee t rave l

age nt from Seville

Ma a e o a Swedi sh tour comp any

Find the answers to the foll wing questi ns as quickly as possible

6 Who works on aeroplanes?

7 Who is interested in ancient civilizations?

8 Who wants to work in an ther country?

Look at these pictures of well-known tourist attractions Can you identify

them? In which of the ten countries listed below are they located?

on the next page, and decide which chapter you would find them in

Compare your answers with another pair

{) In your new groups, discuss which of the places and works of art YOll would like to visit Put them in an order (1 = like most, 10= like least)

Imagine you are travelling together and agree an order for the whole group Compare your views with another group

1 -(j

Talking about likes and dislikes

Laokatthe se sentences Which ones (a) express a strong

like or dislike, and (b) express a mild like or di s like?

I love helping people to decide which places to visit

I'm very interested in ancient civilizations

I like travelling

I'm not very fond off/ying

I can't s tand airline food

I don't mind it mostofthe time

Ilov e art galleries

Can you think of any other phrases for expressing likes

and dislikes?

Talking about past experiences

Lookat the se exa mples of the simple past and the present perfect tenses which Juan uses totalk about hi s

life and experiences

I finished my studies at the School of Tourism in Spain last year

I've just started my first job in a travel agency

I'v e been to most parts of Europe

I went there last year and had a wonderful time

Isaw th e Pyramids, the Sphinx, and the Valley of the Kings

Remember that w e u se the pre se nt perfect ten se

a to talk about the pa st and th e present togeth e r, often

where there is a pres e nt result of a pa s t action

I'vejust appli e d for a job as a tourrep

b for a state which ha s continued up to the present

I haven't travelled a lot

c for ac tion s in a period oftime up to the present

I've been to most parts of Europe

The Post-war World

We use the simple past tense

a to talk about completed actions in the past

I went there last year and had a wonderful time

b for actions in t he past in a period which i s finished

I went to Paris when I was a little girl

2 Look atthetapescript on page 183 a nd find s imil ar examp l es in the other profiles Match each sente nce

with one of the uses outlined in exercise 1

3 Which ofthese time exp res sio ns are us ed with th e present perfect, and which are u sed with the s imple

past? Which can be u se d with both tenses?

la st year just

for eight years when I was younger

1 Expand these note s into sentences u s ing the correct tense

a I /neve r/travellabroad/b e for e

b you/ever/eat/snails?!you/like/them?

c s he/vi s itlBarcelona/la styear

d he/be/in Indi a/since Janu a ry

e I/go/to the USA first/then/iltravel/to Mexico

f Oh no! We/arrive/too late The art gallery/just/close

2 U si ng the note s you made about yourself in the profile chart on page 7, and th e information in language focus 1, write a profile of yourself

Contractions and linking

1 Look at these two pairs of sentences What is the

difference in pronunciation?

2 In the sentence I've always lov e d travelling, the lv/ sound

on the contraction I'v e moves to the front of

always-there is no pause or boundary between the sounds

(1 - valways ) Say these sentences What happens to the underlined sounds?

a I've visited a lot of different places

I visited a lot of different places

b She's spentthe last three summers in Turkey a I'm ve0'lnterested in ancient civilizations

b Have you ever eaten snails?

She spentthe last three summers in Turkey

c I've only been to Venice in the winter

You are going to produce a profile form for another member of the class

The form will contain the following information

Personal information Name

Nationality Age Hometown Occupation Interests/hobbies

~ Hometown Name Location Sights/places of interest Hotels/accommodation Restaurants

Night-life/entertainment Other information Travel/holiday experiences (include favourite countries/places)

Ambitions/career plans

Level of English/hopes for the course

o In groups, prepare the questions you will need to ask in order to get this information

6 Work with someone from another group and ask your questions Take notes, and then write a profile for that person For further practice, interview other people outside your class

1

9

SECTION 2 Developments in tourism

• • • 1t "''0111 • • • • tr • • • , • , " ".,v

o Complete this word puzzle using the clues below All the words are related

3 Hiring transp rt ( or example, a plane) for a special purpose

4 Every year the villagers celebrate their with fireworks,

8 Place where people regularly go for holidays

9 Sh rt visit, often no longer than a day, returning to the place you started from

10 A list of places to be visited on one journey

II I want to see everything in the city, so I've booked a _ _ _ _ _ _

6 Match one word from column A and one word from column B to make a typical combination (for example, trav e l + agent) Give each combination

of words a definition, or use it in a sentence as in exercise I

in-fiight travel entertainment control

Note W h n lea rning new wo r d s i t i s 0

i mp o r tant t o ( a) organize th e m i n categories

Put all the items of vocabulary from exercises 1 and 2 into different 'tourism categories' Look at the titles of the units in this book Which units

would you expect the vocabulary to appear in?

and ( b) t ry to givethem an English d e finition,

or u se them in a se ntenc e in Eng l s

It is also important when learning new words to remember

how they are pronounced In English, all words of two

syllables or more have one syllable which is stressed more

than the others

Listen to these words from exercise 1 on page 10, and mark the stress pattern in a simiar way Say each word out loud

destination brochure charter festival

tourism travel excursion itinerary sightseeing visa

museum

o Look at this list of important developments affecting travel and tourism

Put them in chronological order What effect did they have on the

development of tourism?

a the invention of television

b the invention of steam en ines and railways

c the invention of the motor car

d the introduction of computer technology

c the introduction of holidays with pay

f the invention of the jet engine

g the building of roads (Romans)

h the building of great pyramids, temples, and cathedrals

i the introduction of traveller's cheques

j the development of the stagecoach and horses transport system

k the Second World War

I an increased standard ofliving and a rise in disposable incomes

6 Here are some of the possible effects of these key events Match them with the correct event Try to think of some more of your own

- air travel became quicker and cheaper

- faster booking and reserva tions systems

- tour sts didn't need to carry cash (therefore safer to travel)

•

1

2

{) In groups, discuss what you think were the five most important e ents in the d v lopment of tourism

o You are going to read a mag zine article about the history of tourism

When did tourism begin? Who were the first tourists?

a Now read the article and list the key ev nts mentioned for each of these

perio s

- ancient Greece - early Christianity - 19th century

- the Romans -17th and 18th centuries - post-World War Two

cave -d w elling , it see m s h e f e lt the urg e

to trave l But tourism had t o wait for the

ci ilization of ancient Gre ce bef ore it

r ea ll y g t mo v ing Th e O l y mpi c Ga me s

o f 776 B C we r e th e firs t int e rn a tion a l

t o uri s t e vent, with p eo pl e travelling

fro m many countries to watch and tak e

advantage of these road s were religi o s

tra e ll ers vi s iting cath edrals, shrines, or

h l y s it s - the wo rd ' h lid a y ; a ft e r all ,

or i ginall y com es fr o m ' h l y day ' Pilgrim s

lik e Geoffr ey Ch a ce r wo uld t e ll eac h

other stories to entert ain themselves on

th e r oa d N owa da ys we h ave th e in - fli g ht

m o vi e - in m e di eva l tim es they h a d th e

Cant e rbury Tal es !

Gr a du a ll y, m o r e a nd m o r e p eo pl e

ca ught the tr ave l bug At firs t it was th e

n bility who se t ut in the 1 th and 18t h

c enturi es on the ir G r a nd T u rs - a n

essential part o every yo ung gentleman's

e duc a tion At th e sa m e tim e th e upper

classes were fl ocking to s a towns like

B a th and Ch e lt e nh a m Th e y al s o enjoy e d

th e healthy pl eas ure s o f s ea - bathing a

Brighton and oth e r r es orts

ir o n w e s acro ss th e c i v iliz e d w orld N o

s o n r h a d the fir s t r a ilw a y s be e n built

in t h e 1 830s th a n e nt er pri s ing m e n lik e

T h m as C o ok in Engl a nd bega n t o

ex pl o itth e ir pot e ntial b y se lling

organized tours With exc ur s ion s ac r oss c ontin e nt a

Eur o e, th e buildin g o f h o t e l s a nd

re so rt s to cat e r f o r the ta s t es ofthe

pJ e s ure -s eekers, and th e intrpductiori

of hot e l o uchers a nd trav e ll e r 's

ch e que s, the touri s t indu s tr y in it s

m o e rn form wa s b rn B y th e e nd o f th e

1 th ce ntury th e middl e cl asses h d

joined the touris t cl a ses, and mass

to uri s m was a reality

If th e 1 th ce ntury saw th e b irth of

mass touris m, then the post wa r y ars have witnessed its coming o age Soon

a ft e r th e e nd o f th e Seco nd W o rld W a r ,

p id h o lid ays b ec am e norm a l in Britain

and many oth er countries P eo ple now

in more and more h mes, br ingin g the

a ttr act i o s of di s t a nt l a ds int o peo ple ' s

li v ing r o om s Pa c a e h lid ays abroad

b g n t o appear in th e 19 5 s But it

w a s n't until th e int ro du c ti n o fth e first

commercial je airliners tha t the idea of

f o r e ign h o lida ys re a ll y to o k o ff

In r ece nt d e cade s thing s h ave o nl y got

b tter for the touris t: faster and c eap r trave l ptio s, a wider ra ge of s uitable accommo a tion, more time and mo ey

to s p nd on th e ir holiday s Touri s m h as

co m e a l o ng w a y fr o m it s s t a nt , humbl e

beginnings S o when yo 're next

wa nd e rin g a long a s un - ki ssed f o r e i g n

b eac h, s ipping y our c o c kt a il , az in g a t th e

Output task

N a m e

Dat es

Job or rol e in tourism

Achievements/events (w ith dat es)

() Read the article again and answer these questions

1 What reasons are given for people wanting to travel?

2 Find four examples of improvements in transport

3 What were the Canterbury Tales?

4 What did Thomas Cook do?

5 Why was the introduction ofhote! vouchers and traveller's cheques so important?

6 Why were holiday camps so popular?

7 What technical development h lped the expansion of package

h lidays abroad?

8 Explain these expressions:

a travelling to re la x and get away from it all

heard of Freddie Laker or Cesar Manrique?

o Divide into three groups Each group is going to read about one of these

three pioneers of tourism - Thomas Cook, Freddie Laker, and Cesar Manrique

In your groups, fill in the information for your person in this chart

General contribution to development of touri s m

Any other import a nt inform a o n

6 When you have made notes, get together with members of the other

groups and find out about the other pioneers of tourism Discuss the differen t contributions made by each of the pio eers Who do YOll think made the most valuable and important contribution? Why?

•

4

Thomas Cook Freddie Laker Cesar Manrique

or millions of people around the world, the name Thomas Cook means traveller's cheques and travel agencies -

but who was Thomas Cook? He was the

first person to develop mass tourism He

organized excursions and tours which

opened up the world oftravelling for

pl easure to the middle classes Many of

the things which we now take for

granted in modern tourism date back to

Thomas Cook - things like traveller's

cheques, hotel vouchers, and chartered

transport

Thomas Coo k liv e d in Leice st er in th e

centre of England in the mid-19th

century H e organized hi s first lour, a

railway excursion from Leice s ter to

Loughborou g , in 1 84 1 A totol of570

passeng e rs joined it The excur s ion was

so successful that Cook organ ized oth e r

similar events All ufthe early tOUTS L1 se d

th e n e wly - invented railways

Cook orga ni ze d hi s fir st major

co ntinental tour in 1 855 but it lost

money How ever, by 1862 he had

manag e d to n egot iat e c h eape r rat es for

cross in g the English C hann e l The

ch ea per rat es were in r e turn for <1

g uarante e that he \vould bring huge

l1umber s - th e esse n ce of ma ss touri s m

l o ur s to France and to S witzerland

be c am e regu lar events The Sw i ss in

particular quickly r ec ognized the ne e d

to build th e things that the touri s ts

wanted - hotels and other facilit i es - so a

whole touri s t indu s try began t o d eve l op

After th e opening oft-h e S u ez C ana l in

1 869, Egypt olso became a p o puloI'

destination for Coo k 's tours In the ea rly

1870 5 he or ga ni zed th e first round - the

-world tour, lasting 222 days

S o in a littl e over thirty years the foundation s of modern mass tour ism

w e re establi s hed

Freddie laker was one of the pioneers

of modern passenger air travel He was born in England in 1922, and from

an early age he was involved with aircraft Hewas an aircraft engineer in the Second World War and also lea rnt

people of Berlin when the city was blocbded by the Rus si an s

This early entrepreneurial experience led Freddic Lakcrto increa se d business activity in the] 950s He was onc of a numb e r ofb ll s inessm e n who help ed the rapid expansion of air trav e l, u s ing recent developm e nt s in air cra ft

t ec hnolo g y In 1955) for example, he set

up an air se rvi ce carrying pas s enger s and cars across th e C hannel betwe e n

En land and Fran ce

ft wa s in th e 1960 s and 1970 s that th e

r ea l growth in c hart e r ai r tra vel

happened as more and mor e people wanted to go on pa c kage holiday s Laker was at th e f o r efro nt of thi s H e ran British United Airways from 1960 to

19 65, a nd L a ker Airwoys from 1966 to

1982 His main a c hiev e ment was to set

up co mpani es which were ind e pend e nt

of the bi g state co rporation s and to offer

c h eop fli g bts for th o sa nd s of p eo pl e

P er b a p s th e b es t exa mpl e of thi s was th e

S kytra ill pas s enger se rvice to th e USA whi c h s tart e d a pri ce war on the tran s atlantic rout es from 1977 to 1982

Freddie Laker h e lped to make air travel a

r ea li s tic and fairly cheap po ss ibility for many trav e ll e rs and tourists

he tribute most often paid to Cesar Manrique is that without his efforts tourist development on Lanzarote would have followed the high-rise, high- density route and the island would have lost its identity In the e nvironmentally conscious 1990s Lanzarote is studied by othe r countries who are developing tourism, and is used as a role model Manrique was born in Arr ec if in 1919 and studied art in Madrid and New York , at a time when s l1JTeaii s m wa s a major influen ce He r e turn e d to hi s

beloved isla nd in 1 968, determined to pres e rv e it s natural beauty in the fa ce of tourism H is major set - piece visitor attractio ns, Jameos del Agua, Mirador del Rio, and Jardin de Cactus arc masterpiec es of desi g n which are totally

in harmony with th e landscape

Th e hallmarks of any Manrique proj ec t are th e u se ofloca! material s , int eg rati o n with natur e) and a

co mplet e ly p eace ful atmosphere (often helped by e th e r ea l ' mood mu s i c' ), all finished with a flouri s h of hi s own br a nd

of surreal art

Manriqu e was far more than ju s t an artist and d es ig e r, how eve r H e wa s lh e

dri v ing forc e b e hind the i sl and 's whol e

touri s m development philo so phy H e

wa s fiery orator and a ti rel ess promoter

of the island, and it i s thank s to him that

a lm ost all th e architecture 011 Lanzarote

is in traditional s tyl e, and that th ere i s

st ill a total ban on adverli s in g hoardings

Ces ar Manrique di e d in <l car accident

ju s t outsid e hi s Taro de Tahiche hom e in

Se ptember 199 2 His influ ence ha s been

so pervasive throughout Lanzarote that

hi s philo s ophy i s sure to Jive all

SECTION 3 Festivals

•• • •

o You are going to listen to a tour guide describing a festival to a group of tourists on a coach Before you listen, discuss these questions

1 What do you know about Malta? Think about: geography, location,

people, language, culture, religion, food and drink

2 Look at the photograph What do you think happens during the Imnarja

festival?

3 The following words are all used in the guide's talk How do you think

they are connected to the festival?

harvest crops torches bonfires procession banners rabbit

e Now listen to the guide's talk Were your predictions correct?

g Listen again, and complete the gaps in these notes used by the guide to remind her of the details of the festival

Nam e of fe s tival is I/mnarja

Official name is Feast of 2 'Imnarja' means ::.3 _ _ _ _

Opening ceremony ('Bandu') i s proces s ion of brightly- co loured

4

Main part offestival is :: 5 _ _ _ _ _ _ on last d ay

Di s play of vegetable s, fruit, poultry, 6 Stall s se ll local cakes, pa s trie s, and ,-7 _ _ _ _

Special Malt ese di s h of 8

During races the horse s are ridden 9

Winner s receive I"'o'-_ _ _ _ _ which th e y di s pl ay in their

II

To re se rve a place on the excur s ion go to ,,12 ' _ _ _ _ _

1

1

1

16

Describing procedures - present simple passive

Look at these exa mples from the talk about Imnarja

2 Try to co ntinue each sente nce For exa mple:

F lowers are displayed at the windows of off the houses the crops are l aid outon display

the festival is opened by a simple ceremony

there are staffs which are set up

Structuring a talk

L ookat these exampl es from the talk about Imnarja

I want to tell you about o e of the local island festivals

Let me start by saying that this is probably one of the

a lot of Maltese wine is drunk

horse and donkey races are h ld

the banners are handed out most exciting festivals on the island

The pre sent simple passive i s often used to describe events

and procedures - the person or people doing th e action is

not as important as the event itself

What happ e ns i s this

You'r e probably wondering about food and drink

Now , moving on to the cfimax of the festival

Another interesting thing is th at th e winners take

1 Match th e n uns in co lumn A with the verbs in column B

and produce a sentence w hich descr ibes so m ething that

co uld happen in a festival You w ill need to put the verb

in the correct form For exa mple:

So, as you can see, it's well worth visiting

OK Let's move on

The highlighted expressions are used by t he g uide to give

her t a lka structure

exercise 2 on the previous page, to retell the information

abo utthe Imnarja festival

flowers music

speech lan terns

ca n les children special cakes decorations

Output task

coffect play display putup dress up wear

o Are there any festivals or traditional events in your own country which are

celebrated every year? If you are studying with students from other

countries, you sh uld be able to find out about a large number of different festivals For each festival, make notes under the following headings

Name

Where does it take place?

When does ittake place?

What are its origins? (to do with religion, agricu ltural seasons, histo rical event, other)

What exactly happe s during the festival?

6 If you don't know about any festivals, your teacher will provide some notes

on three festivals from different parts of the world Prepare a short talk

about one of them Structure it like the talk on the Imnarja festival

ACTIVITY The geogr a phy of tourism

~ \II • • • • \II " " " " "'./1."'."" ••• '.', •• " •• " • • " " _"' ~

,Ij NORTH )t.I AMERICA

( If

_, 1"

Tourism is a world industry, but different parts of the world offer different

attractions for the tourist Divide into groups Each group will be given a different part of the world to work with

NpRTAERN EUROPE

o

MEDITERRANEAN

AFR I CA

AUSTRALASIA

Think about the countries and cities in the area you have been give What

tourist attractions do they offer? Can you name any particular places?

e Why do tourists visit this area? Analyse your area in terms of what it offers

in the following categories:

- culture and religion - typical entertainments -landscape

€) When you have ma e a d tailed list, divide up into new groups with one

person from each of the first groups Compare what you have found out about the different regions of the world

panoramicvi ew tour r e p

pi l grim / pi l grimage trav e l ag e nt!

Reasons for travelling

o Look at these pie charts showing the reasons why people visited London in

o e year

6 0

o Other D Friends a nd Relatives

I What are the main points shown by the charts?

2 The 'other' section is quite large What do you think it could include?

3 Do YO ll think the charts would be very different for your city or country?

6 Think of four people - family or f iends - that you know well Make a list

of all the places they have travelled to in the past two years, and have stayed

in for at least one night In groups of three or four, put your lists together and make a pie chart similar to the ones above Then compare with other groups

Listening 1 A passenger survey at an airport

o Listen to this woman conducting a passenger survey at a busy airport She

is asking people why they are travelling and other details about their journey As you listen complete the chart below

Passenger 1 Passenger2 Passenger 3 Passenger 4 Destination

6 Listen again and note down the different question forms the woman uses

Organize the questions into groups according to the way each is formed

Question forms

This i s one possible way of grouping the qu es tion s the

interviewer asks What do you notice about the word order

in the three different types of question?

Questions using question words -what , where, how

Where are you going ?

What i s the purpose of your vi s it?

How long ore you staying in Corfu?

How did you get to the ai rport ?

Intonation

1 When we ask people for information that might be

personal, we are more lik e l y to choose an indi rect

question form Compare :

Howoldareyou?

I wonder if you'd mind telling me how o ld you are?

Which sounds mor e polite?

2 Int onation i s very important Li s t e n to the differ e nt

ver s i ons of the se question s and decide which i s more

polit e

a Cou ld you tell me where you're going?

b Would you mind filling in thi s form?

c Cou ld you tell me how old you are?

d Could you possibly turn the radio down?

Note the inton at i o n pattern in the polite form

Could you tell me where you're going?

When you respond to a polite question or requ es t your

inton at i on s hould start high a nd the tone shou ld f a ll :

Yes/No quest io ns

Do you hav e a f ew minute s to an swer some que s tions?

Ar e you travelling on busin ess?

I s ther e anyone else in the party?

Indirect questions

I wonder if you ' d mind an s wering some questions?

Could you t e ll m e how you got to th e airport?

Could you tell me where you ar e going?

Can I ask which of these age groups you ' r e in?

Would you mind te llin g mehowoldyouare ?

1 Convert the se direct question s into indirect qu est ion s

a What's the time?

b Wh e n i s th e n ex t flight to Am s t e rdam?

c Isthi s yoursuitcase?

d When do es the flight from I s tanbul arrive?

e How many tim es a year do you fl y?

f Have you got any seats on t h e ten o'clock flight?

g Is th e re a phone near h re?

h Wh y a r e th e r e no tr ains on Sundays?

2 Now tak e t urn s to a s k your partner each indir ec t que st ion Try to ensure that your intonation i s polite Your partn er s hould only r e ply ifth e question i s asked politely

2

~

ID

o .a

" ;;r ~ o

Class passenger survey

o Choose one of the pictures and imagine you are that person Don't tell anyone which picture you have chosen You are at the airport, about to travel somewhere

Complete the chart below

6 Now go round the class and conduct a survey to find out the same information about other 'travellers' Try to g ess which of the pictures each person chose

SECTION 2 Statistical information about travel and tourism

, ',' ~

o These three graphs and charts give different statistical information related

to tourism and travel Which one is (a) a pie chart, (b) a block graph, and

(c) a line graph?

2

A Int ernational Expenditure

Hir ed Conc h t o ur

3%

Private ca r 69%

Decide what is the most important fact shown in each graph or chart Why

is the information presented in these different ways? What other ways of

displaying statistical information can you think of?

f) Now answer these questions

1 What was the total international expenditure on tourism in 1985?

2 Which decade saw the biggest increase in international arrivals?

3 What is the most popular form of transport used by tourists in Britain?

4 Which is the hottest month in Cyprus?

5 In which month is there the greatest difference between the temperature

in Cyprus and the temperature in the London?

9 What do you think?

1 Why did the 1970s see so many international arrivals?

2 Why does air transport only account for 1 % of tourist transport in Britain?

3 Do you think the chart showing tourist transport would be very

different for your country?

2

21

Describing graphs and statistics

1 Describe the graphs and charts in the previous secti n

Use the words and expressions from the list to complete the sentences

went up gradually levels off

more than double rose dramatically

a gradual increase

a small percentage of from to

a fairly sharp fall the most popular the vast majority of

a There was _ _ in international arrivals between 1950

and 1960 _ _ 25.3m _ _ 69.3m

b International expenditure on tourism _ _ from 1950 to

1970 and then _ _ from 1970 to 1980

c _ _ tourists in Britain travel by car

d _ _ tourists in Britain travel by coach

e _ _ mode of transp rt in Britain is by private car

f There is _ _ in the temperature in Cyprus in October

g The temperature in Cyprus _ _ in July and August at 95 degrees

h The number of hours of sunshine in Cyprus in July is _ _ that in London

2 Make some more sentences of your own

o Here is some information' about tourism in Britiain At the moment it is in the form of a series of tables With a partner, decide which type of graph or chart would be appropriate as a more visual way of presenting the

information Then draw the graphs and charts

over seas

a

Nights domestic

ove r seas

1992 1994 1996 (millions)

7.0 10.0 17.0

7.5 7.5

18.2

8.0

8.0 19.5

19.4 68.7

88.1

1 0 74.0 93.0

18.5 80.0 98.0 Accommodation

Eating out Shopping Travel within the UK Entertainment Services, etc

Total

f6,520m f4,38Sm

£3,576m f2,564m

fl,OOSm f497m

£18,553m

~ Expenditure (f)

domestic

ove r seas

all

640 4,150 4,790

900 1,325 4,825 5,700 5,725 7,025

E) Write a brief report to accompany each of your graphs or charts The report sh uld include all the important information Use phrases from

Language focus 2 Present one of your graphs or charts to the class

SECTION 3 Working in tourism

, ¥o '" 'It ~ <\I <II- 0 0 " • fI I.> • '" \II 0 ~ "" , I( ~ 01 I' • • • e 6 , 't; It " " '" VI ., " W 0 • " N " • ~ II '" 0,\ ~

o Discuss these questions with a partner

1 What are the different sectors of the tourism industry? Make a list

2 Is tourism an 'industry'?

3 In what ways is tourism a 'product'?

4 How is this 'product' distributed to the consumer?

a This diagram from ] Christopher Ho oway's The Business ofTourisl1'l

shows the structure of the tourism industry Fill in the gaps with words and phrases from the list

Man-made attractions Ancient monuments Activ i ty centres

Resort pub l icity offices

Public education and training estab li shments

Public port/port

services

tr ave l in surance and finan ce se rvic es

visa and passport offices private education and training establi hments

How many of the sectors did you have on your list from exercise I?

€) Think of a real example of each of the sectors in the place you are studying,

or for your own country For example, for air transport, write down the name of an airport and an airline When you have finished, choose a

2

o Look at this list of jobs related to tourism, and decide which sector of the tourism industry they belong to Use the diagram from the previous section to help you

a baggage handler f purser

b curator g air traffic controller

e marketing consultant j tour manager

a Now make a list for each of the other sectors Compare yourlists with those made by other students

{) Who would carry out the activities below?

a direct a plane at take-off and landing

b keep the ship's accounts and look after passengers' rooms and general comfort

c deal with people arriving at a hotel

d give information and make arrangements at a hotel concerning local attractions and events

e look after a museum

f fly a plane

g look after the passengers on a plane

h take suitcases and bags on and off planes help hotel guests with their suitcases and bags

J give advice on how to promote a region or sector of tourism

k check suitcases and bags for illegal items on arrival in a country

I help arrange concerts, dances, and other social events on board a ship

m look after a game park

n be in charge of arrangements for a group of tourists travelling together

o clean the rooms in a hotel

p look after the passengers on a train

Listening 2 Identifying jobs and situations

o Listen to these extracts from five conversations For each one, decide who is talking to whom, and where the conversation takes place

Conversation 1 Conversation 2 Conversation 3 Conversation 4 Conversation 5

a What qualities and qualifications are needed for each of the five jobs? Which of the five would you expect to need these qualifications, personal qualities, and experience?

- keyboard/computer skills - the ability to speak three languages

- a university degree - an attractive and pleasant personality

- the ability to swim - experience of dealing with the public

Output task Producing a CV

a

b

c

d

o When you apply for a job it is usual to include a curriculum vitae, or C V

qualifications, experience, and interests - in other words, the story of your

life from a professional point of view

Languages Interests and hobbies

Referees

Match each of the headings with the jumbled up sections of this CV What

job do you think this person might be applying for?

Argentinian

English (advanced { even

Portuguese (intermediate leven

1993-94

Graduated in Hotel Management

1995-96

Diploma in Protocol and Ceremonial,

training at the Plaza Marriott, Buenos Aires

July 1997-December 1997

Conte Hotel (five-star), Buenos Aires

position, reception assistant on front desk

e

f

g

h

challenging junior management position in a

top-class hotel

Film and music (playing the guitar)

10April1974

12 Selbourne !:louse, Canterbury Street,

London SE1

Leonel Jorge Garda

Manager, Plaza Marriott, Buenos Aires Personnel Manager, Conte Hotel, Buenos Aires

2

25

a Look at these two job advertisements Work in groups and discuss what

SENIOR ENTERTAINMENTS

OFFICER

TO WORK ON CARIBBEAN

a Director of Tourism Services

- p lannin g and running an enterta in ment

programme for over 1,000 passengers The successful candidate will have responsibiltyfor:

managing the observatory, s h ops, and exh ibi t ion recruiting and managing a t eam of 15 e mploy ees

pUblicity and marketing

- managing a staff of 20

- experience essential

- nine-montlz contract (renewable)

C h a rl otte Go ld smith, Leis ur e Recruitment Services,

329 - 31 Farringdon Road, London ECI 2AW

Executive Appointments, 268 Madison Avenue,

N ew York, NY 1001 6

~ Now write a CV of your own in response to one of the job advertisements

Try to base it as much as possible on your own details and experience You

to get in the future Don't be too modest!

o In groups, look at the CV s of another group and decide who has the best qualifications and experience for each job

o What do you know about The Gambia, Sierra Leone, and Belize? What facilities for tourists would you expect to find in these countries - or any

a Read this introduction to the three articles below What impression does it

Although it may help to boost a country's economy, the international tourism industry is fragile For most people, foreign holidays are a luxury, and when a country is in recession some people will save money by cutting out holidays

This can be economically disastrous for countries which rely heavily on income from tourism In other parts

of the world, from Central America to Western Europe, the development of tourism has also caused widespread environmental damag e

€) Divide into three groups Each group is going to read about the tourism industry in one of the three countries As you read, make notes about your

country in the table below After you have read your article, find out from

members of the other groups about the other two countries

Belize, which lies on the east coast

of Central America, is a former British

colony and has a population of

approximately 2 million

The climate of Belize i s sub · tropical and

the co untry h as a n average temp erat ure

of20 · C Running the length ofthe

coastline of Beliz e i s a barrier reef,

which is second on l y in size to the

Australian Great Barrier Reef

In a s imilar way to tropical rain for es ts ,

coral reefs are amon g the mo s t complex

and delicate of aU ecosystems As well as

protecting the coastline from hurri cane

damage, Belize's barrier reef ha s alway s been a n esse ntial source offood and incom e for local fishermen

Lik e the governments of other

developing countries, the Belizean government has actively encouraged the

development of touri s m as a way of

earning foreign exchange Last year,

over 200,000 tourists visited th e country

But the growth oftourism i s now threatening the delicate marine life of

the coral reef

In order to make room for hotel s to be

built and to provide beach es, the swamps

oftropical mangrove trees have had to b e

cleared As a result, shore e rosion has

occurred and vital a rea s which are hom e

to rare reef plants have been destroyed

The coral reef itself is also under threat

-from pollution, from th e physical

damage caused by the anchors of cruise

ships and boats chartered by tourist

div e rs , and from the activities of some of

the divers themselve s

Additionally, over- fishing has seriously

reduced the populations offish and

Belize

shellftsh s uch as conch, grouper, and

lob ster The anticipated ris e in sea lev e l

as a result of global warming is also

expected to damage the coral and fish reserves

The government of Belize h as responded

to these prob l ems by sett in g up a Coastal

Zone Manag eme nt Plan, with th e aim of

carrying out regular surveys to monitor

the effects of tourism and fishing on reef life But because Belize ha s a foreign

debt of about $100 milli on, it h as had to

rely on s upport from e nvironm en tal

groups to continue with this important work

One partlcular environmental group is Coral Cay Conservation, a voluntary team of divers and marine biologists,

which i s currently workin go n a project

to establish a marine reserve at the

southern end oftbe barrier reef

The government ha s also agreed to

provide fund s to establish a new

Conservation Divi s ion which will establish and mana ge a number of new

conservation areas in Belize

2

;!, ,

o .a :J

~

~ o

:J :J

Sur r ounded by the former Fr e nch colony

of Senegal, The Gambia forms a narrow

strip of land on either side of the River

Gambia The country i s low - ying and

extends inl a nd for 320km; it is nev er

more than SOkm wide The Gambia has a

A F R I CA

- SIERRA LEONE

With a long stretc h of coastline on the

Atlantic O cea n S ie rra Leon e i s border e d

by Guin ea to the north and Liberia to the

s outh Its n a tural f eat ur es are varied : the

coasta l region is low - ying and sandy,

w h ereas inland th e terrain i s more

mountainou s Th e country has a

population of a bout four million, and

7,000 p e ople a r e currently employed in

the touri s m Industry

population of just 800,000 and is th e sma lles t country in West Africa

Th e touri s t season run s from Novem b er

t o Apr il and v i s itors c om e m a inl y from Britain , Swe d e n Fran ce, an d Ge rm a n y

Sinc e it be ga n d eve lopin g it s tourism industr y in th e late 1960 5, the number o f

visitors t o th e co untry ha s in c rea se d

fr o m j u st 20 in 1965 to well over 100,000 in

b e du e to th e Am e rican b es t -s e ll e r Roots,

in which th e writer Alex Ha l ey claimed

to h ave tr ace d hi s ances tor s b ack to th e

Gambian v ill age o f Juffure Th e v ill age i s

now a major t ou ri s t a ttr action

M ost of the cou nt ry's 17 resor t hotel s are

c oncentrated on th e coas tlin e around the

Sierra Leo n e is a l a t e a rri va l n th e

to uri s t sce n e In 1 989, the foreign

exc h ange earned from touri s m was $ 17 4 milli on, or ju s t 2 per ce n t of Gross

Nation al Produ c t In th a t year mo s t of

the 25,000 holidaym a k e r s w ho arr i ved in the co untr y by air came from France ,

followed b y North America and th e

United Kin g dom

At t h e mom en t , th e coun try has j u s t

e i gh t ote l s, co n ce n trate d on the 38k m of coastli n e around t h e capital , r e etown

Wit h fundin g from the European Union,

t h e gove rnm e nt i s expandi n g th e limit ed

te l e phone sys t e m an d hope s to build a

network o f h otels, ro a d s , a nd service

sta tion s across th e co untr y Plan s are

a l s o under way to d eve l o p safar i y e

h oli d ays, to gethe r w ith f o re s t

ex pl o ration s, ga m e - hunting, a nd bird

-watching

B ut th e to uri s m In dustry in Sierra Leo n e

ha s a number of probl e m s to overcome

Vocabulary accommodation c limate advertisement concierge air - traffi c con troll e r confe ren ce

a partm e nt consu lt ant average co ntin enta l bre a kfast

baggage handl e r contract

to wn ofB a kau ; seve ra l of th e m a r e

w h olly or partl y ow n ed b y the Gam bi a n

gove rnm e nt An esti m a t e d 7,500

Gambi a n s a r e directly e mp l oyed in the

t o r s m indu s try as coo ks , r ece ptioni s ts ,

bookk ee p e r s, dri vers, and guides In 1 990,

touri s m brou g ht The Gambia $ 15 million

in f ore i gn exc h a n ge r 10 per ce nt o f Gross Nationa l ro du c t

the sa l e ofland , t axes paid by th e

com p a ni es w hi c h own th e ho te l s, and

custom s dutie s on for e i g n e quipment

suc h as co n s truction machin e ry

Alon gs id e th e ben e fits touri s m ha s

brought t o The Gambia's eco nom y, m any

o f the prob l e m s associated wit h it are

a l s o begln nin g to b e f e l t

Lik e o th er d eve l opi n g co untri es, it d oes

n t ye t ave the reso ur ces to provid e the kind offac iliti es Wes t ern touri s ts ex p ec t,

s u c h as goo d roa d s, m o ern hot e l s, and

airports

Roads linkin g th e a i port to th e capita l

and the s u rro undin g bea c h es are poor, pitted wit h hol es , and d a ngerou s to driv e

a lon g a t n ig ht Th ere i s a l so an ac ut e

s h ortage of petro} an d th e co untry 's

po s tal se rvic e r ema in s ba s ic

'1'0 dev e l op better fa c iliti es, a co untr y lik e

Sierra Leone n ee d s to a tt ract f o r e i gn

inve sto r s , a n d p ro v id e incenti ves in the form of tax r e li e f or exe mpti o n from

cu s t oms duti es R ece n tly, th e governme nt

pa sse d a Touri s m Dev e lopment Bill to

Bill id entifies particular areas which

mi g ht be dev e l oped for touri s m , pr ov id es

mu c h - n ee d ed incentives for f oreign

inv es tm e nt, a nd in t roduces co n trols on

th e numb er a nd qu a Lit y o f new buildin gs

guard re cep ti ni s t

keyboard referee

l and/landing return ticket

l evel off s tat e l y hom e mark e ting s uit case

man age r s uppl e ment

overseas· take - off passport t e mp e rature perc e ntag e theme park

o In pairs, discuss the following questions

1 How many holidays have you had in your life? Make a list

2 Which ones did you enjoy mostileast? Why?

3 Put them into categories Think of as many different types of holiday as

possible

6 Look at this list of types of h liday Match each one with the correct

drawing/icon, and with the appropriate phrase from a publicity brochure

3-29

3

30

'Sun, sea, and sand - and all you pack is your suitcase'

II 'A floating five-star hotel'

iv 'Escape the crowds - go where the mood ta es you'

VI 'Tents available for hire'

vn 'Discover a world of excitement'

Vlll 'Your car will be waiting at the airport'

IX 'Each suite has basic cooking facilities and a fridge'

XI 'Sun glistening on the white Alpine slopes'

-snnbathing)? Who goes on them? Is there a 'typical tourist' for each one?

Earthwatch Adventure Nepal Eurobus Rural tourism in Spain

6 These words and phrases appear in the four texts Which words would you expect to appear in each text?

camp-sites farmers predetermined circui t

c h eeta h farmhouse project

co - existence itinerary r esea r h ers

drop-off point jungl e lod ge whit e -wat e r rafting

Now read the texts to see if yon were right

7

'

' Your help is urgently needed now The yvorld is

changing faster than ever before Researchers are ,

providing the data on whi c h crucial deci s ion s about o ur

future will be ba s' ed, buttheycannotdo itall on their

mor e im portant is yo ur own in s ight, enthu ~ iasm, and

HALTING THE CHEETAH'S RACE

TOWARDS EXTINCTION'

NORTH ERN NAMIIlIA - The fate of th e cheetah li es

in ~he hands o~ the farmers here whose land it sh a res

You can help Lauri e r a rker.Kraus (Cheeta l); , '

Conservation Fu'ndl examine, tag, release, ar)9 radio ~

ever likely to meet, people ofall 1 pge s and abiliti ~ s We

guarantee it's an experience you will never forget t

) _ of pe~ceful c,? - existence with ' the cat they love to hi'te

8-DAYWALK IN THE

ANNAPURNA FOQTHILLS

W HITE - W~TER RAFTING

( CHITWAN JUNGLE WILDLIFE

This a J tl on- ~ a ck e d trip w ill

•

t a ke y o u w a lking in -t h e

;

foot h ill s of th e sno w- c pp e d

Ann a purn as, r a ft i ng on th e

turbu le nt Tri s uli riy e r , a nd

e leph a n t-ri d i ng i n th ~ jungl es

yo ur o w n p ace bef ore w e fly

u s o f f th e t o uri s t at h ,

thr o g h lu s h f o r es t s a nd

s m a ll villa ges W e' ll vi s it th e

c h a rmin g se ttl e m e nt of Gand run g a nd asce nd

aspec t s a nd padd l in g

t ec hnique s r e quir e d to t ake

p ar t in th e thrilling s p rt of whit e · w a t e r raftin g Th e n

fro m o ur jun g l e lod ge i n

C hi twa n R ese r ve, w e se t O llt

we m ay h ave vi ew s of e i g ht of

th e wo rl d's t e n hi g es t

m o unt a in s fr o m E ve r es t i n

th e cas t t o Dh a u l ag iri in th e wes t

Information she e t - Rural Tourism in Spain

In re s p on s e t o th e e v e r in c r easing

d e m a n d f o r h o lid a y s ose to n a tur e, t h e

regio n a l a ut o o mo us go v e rnm e nt s a nd

the p r i va t e sec t o r i n S p ain a r e n o w

offe rin g a co mpr e h e n s iv e pr ogra mm e o f

r u r a l f aci l ies Th ese ra n ge f ro m l ow - c os t

h l d a y s at f a rmhou ses a n d co untry

A s t u r i as Se v e rino a nd D a ni e l e l ove th e

l a nd, i ts p eo p l e , and tr a dition s Nea rl y eve ryt h in g i s h m e pr o u c d: o r ga n ic

ve g etab l e s, h neyc hee s e , j u ices, and jam s Th e in s id e o f the h o se i s l g ht and s p ac i o s, w ith che er fu l and unclutt e r e d b e dr oo m s (s m a lli s h

b a thr oo m s , furni s h e d with t a b l e

l amp s, a nd o th er thin gs mad e b y

D a ni e l e h ers elf Y o u a re we lcom e t o

m a k e y ur se lfh ot dr i nk s in th e l a r ge

kitchen U p s ta i r s th e re i s a g ue s t l o un ge wit h wick e r fu r nitur e a n d m a sses of

i n f ormati o n on w a l k s a nd v i s it s

Se v e rin o w i ll h a ppily a dvi se y u o n th e

b es t b eac h es, w h e r e t o ea t, a n d th e b est exc u rsi o s o m La F o ca l a d a by bik e or pon y A p e rf ec t p l a ce f o r a f a mi l y

h li da y

R o om s : 5 w it h s h owe r & we , 1 e n s ui te with b a th & we

somewhere different'

section

s ingl e twin balcony seav i ew

se lf~ cate rin g bed & br eakfast half - b oard full-b oa rd

Taking a booking

1 Here are some of the e x pre ss ion s th e trav e l age nt u s es

w h n taking t h e book ing

Can I help you?

/'II check availability for you

Th e r e~ ava ila bility on th e 14th of Nov e mb e r

Do you want to confirm it ?

Ca n !tak e s ome d e tails?

/'IIju s t give you th e booking r e f e r e ce number

2 Li ste n to the conversat ion again and note down exac tly

what i s sai d imm ediate ly aft e each oft h e examp l es

a bov e (it may b e sa id by ei th er the trav e l age nt or the

c u sto mer)

Making suggestions and giving information

(spoken)

L ook at these examp l es from the conversatio n

S ugg estio n Add information Add furth e

co mm e nt

OK what a bout They're warm and they're very

Canar i es?

have you th o g t It's ve ry r easonably a d you ' re

of going to Th e priced guaranteed su n

Gam bia ?

How abo ut La It 's a s mall i s l and, and it 's very pretty

Go m era? ve r y qui e t but w ith

You cou l d try There are so m e ve ry I thin k yo u ' d l ove it

l anzarote peaceful parts

I f I were you I'd Th en you can eat o ut That way you' ll see a

choose B B i n the re staurants at b it of the l oca l l ife

night

W h y don ' t you I ca n put a 24- hour Yo u can let m e kno w

reserve it for 24 h ol d on i t tomorr ow

a I don't like flyin g

( t ake the tr ain - fairly qu i ck - int e r es ting views)

b W e wantto go sk i n

(Switzerland - many diff e r e nt r es orts - beaut i ful sce n r y)

c Where can I find the c h eapes t flight s?

( l ook in the Sunday pape rs - a ll th e companies a dverti se

there - I 've got a copy)

d I'd lik e to se nd my parents on a crui se

(Mediterranean - )

e H ow ca n we g t to see mor e of th e i s l a d?

( h ire motorbik es- _ )

f W e want a h lid ay w ith a diff e r e ce

( )

Li s ten agai n to the s e se nt ences from Listening 1 Wh a t do

you not i ce about the pronunciation of the un der lin e d

wo rd s or s yllable s?

Can I help you?

OK, we ll , what !!.bout going to th e Canaries?

Hav e you thoug ht of going to Th e Gambia?

f:Qn Iju sttake so me details ?

Where i s the main s tress in eac h se nt ence?

Output task Travel agent role-play

Divide into two groups - halfofyou are travel agents, half ofyoll are

using the second set of holiday types you are given

Travel agents

You w ill be giv e n a li s t fth e h ol id ay type s you

s p ciali ze in Think about the d e tail s oft he holiday s

yo u a r e offering C u stomers will come to y o u with

pa rti c ul ar holid ay reque s ts Try to se ll them a holiday

that su it s th ei r ee d s , but i s also one of the h lid ays

you s peciali ze in

Feedback

H ow many holiday s did you se ll with a definite

re se rvation? H owmany did yo u put on a 24-hour hold?

Customers

You w ill b e g iv en one or two holid ay t ypes in whic h you

are inter es ted Try to find a tr a vel age nt w h o ca n prov i de

yo u w i t h th e sa m e holid ay or a si milar on e Vi s it a s many

tr ave l agents as po ssi bl e so t h t yo u can b e s ure you

h ave 90t t h e b es t o lid a y for you

Feedback Customers - Did you find t h e h li day yo u wanted? Ho w

h elpf ul did you find th e trave l agent?

The needs ofthe business traveller

o In groups, discuss the fo owing questions

1 From the travel agent's point of view, what diferences are there between dealing with a business trave er and an ordinary tourist?

2 What does a business trave er look for when arranging a trip?

3 When arranging (a) a flight and (b) a hotel, which of these things are most important for the business traveller?

a choice offlight times express reservation

a choice of airlines corporate discount rate express check-in express check-in/check-out

automatic upgrade access to fax good food with free champagne modem point In room

lots ofleg-room mini - bar

reclining seats close to airport

air mil es incenti ve sc h e m e free newspaper immediate car hire pick-up on arrival room for business meetings

limousine service from airport to hotel sports centre

6 Now listen to a travel agent who special zes in corporate travel describing the particular needs of the business travell r Before you lsten, think about

the meaning of these phrases:

a sho rt notice clien t hi s tory exte nd e d credi t

a co mplet e pa c kag e to settle up ell s uit e fa c iliti es

I What does he think are the main differences between a business travell r

and an ordinary tourist?

2 What does he think are the most important things for the business trave er?

Reading and speaking

o

Holiday Inn Priority Club

In the listening on page 34, Mark mentioned that business travellers often

like to join hotel chain 'priority clubs' What do you think would be the

benefits of joining such a club?

Read this leaflet giving information on the Holiday Inn Priority Club

Join H ol id ay 11111 Priority Club n ow and be n efit from

the awards and pr i vileges that m e mbe rship ca n bring

h otels in Europe, the Midd le East, a nd Afr ica th e

b c n c ilt' s in clude:

• COrpo r ~lte rate"

• Your fam ily ca n s ta y FREE, up to fo ur people

in th e sa me rOOl11, when you pay corpo r ate rate

• Exp re ss c h eck- in (adva n ce reservation

required) and c h eck-out

• Exte nd ed c h ec k - o t tim e until 2.30 p.m up on

• 2 0% di sco unt o n s pecifi c h otel b u s in ess

se rvices

• S p ecia l Prior i ty Clu b r ate for bu siness a nd

l e i s ure Car rental s rrolll Hertz - just quote COP

50 0166 and rate code' nR' at time of

r ese r v tio n

• Free weekday n ewspape r

• Regu l a r specia l offe r s

EARN PO IN TS NOW

You wi ll ea rn Priority C lub points every tim e YOll s ta y

o n most bu s in ess and l e i s ure room rates w hi c h you

There arc over J 40 h tel s to se l ec t from for yo ur free

weekend and a wide range of s pe c i a l ac tiviti es - th e

mast e rpiece s in F l orence, or expe ri e n c in g a B r oadway

s h ow a nd dinn Cf in New York

II- Excludes H oliday !tm Gardell Court ® hot e l s ill

SO l/th Afrim, Za lllbia , and Zimbabwe and s pecific

[aj r periods

HOW TO JOIN

Prior it y C lub members h ip norma ll y costs US$ I O per

yea r (o r l oca l c urr e ncy equi val e nt) For FREE Priority Club m embe r hip un t il 3 1 December ju s t com p lete

before 30 September, so you can star t ea rnin g your

point s and enjoy in g yo ur spec i a l benefits right no w

Yo ur temporary membership ca rd i s enclosed Pl ease

qu o t e yo ur m embe r hip Il umberwhcl1 you m ake yo ur

next reservation at a Holid ay Inn hote l , and s h ow the card at c h eck- in to receive your points

We will se nd YOll your fu ll m embership pack afte r your seco nd ni g ht a t a H o lid ay I nn h otel A quarterly

points b ala n ce a nd s pecial offe r s w h e n you s ta y at a

H al i day I nn h ote l during th e preceding thr ee month s

AIRL I NE OPT I ONS

flyer programmes, you can c h oose to receive airl i ne

Delta A irlin es Nort hwe st Airlines United Airlines

A s i ana A irlin es

Qan las

Thai Ai r ways Int e rnati o a l

Simp l y indicate your pr efe rr ed ai rlin e and e nter yo ur

frequent flyer numb e r o n th e app li cat i o n form P l ease

r e member t o quote your a irlin e a lli ance number whe n

m ak in g a reservat i on Your s tays a t Holiday Inn w ill

appear o n yo ur a irlin e programme statcme n t YOU

W IL L ONLY RECE I VE CO RR ESPONDENCE FROM

PR I O IHTY CLUU I F YOU C HOO SE TO EARN

PR I OR ITY CLUB PO I NTS You mayswit c h toearn in g

Pri ori t y C l ub points by con ta cti n g the Pr i ority C lub

Se rvic e Ce ntre

3

35

o A business traveller has contacted his travel agent to ask about the Holiday

Inn Priority Club How sh uld the travel agent answer these questions?

TIl AI

b What sort of things can I spend my points on?

d How much does membership cost?

e What do I have to do to qualify for membership?

f I'm also a member of the KLM frequent fliers club Can I get air mile credits instead of priority points?

h OK, I'd like to join What do I do now?

In pairs, role-playa conversation between a travel agent and a business

I As a business traveller, decide what company you work for, your

position, the countries you visit, how often you travel, a d your

preferences for flights and h tels

2 Take turns to be the travel agent and the customer Fill in the Holiday

I N ITIAl S

Room preferenc e

king-size bed s t an d ar d s m o kin g non -s moking

Arc you a m e mb e r o f any oth er hotcl loyalt y programmes?

United Ki n gdo m Africa

Israel Middle East Asia/Pacific

Yo u will on l )' re c eive ro rre JIHln Jcn (e (rum I'riorily C lu If you c hoose: 10 ur n P rlorily C lub I'Uinl~

Spa in Netheriands/Bclgi um l

Dale of Birth DAY

A merican Express (AX) Mastercard (MC) Valid to: MONT H

I SS UING COU N TRY

I SSU I NG COU N TRY MONTH YEAR

Visa (V) E urocard (EC)

Go lf

Athle tics

Soccer/Rugby Motor po rts Food and w ine Theatre / Art s

Other

Do yo u take sho rt breaks and holidays?

Al one With oth er adult s With th e fami l y

Description four-star hotel with 107

su i tes (see room facilities),

Location near to shops and

underground system About twenty

minutes from the city centre

Hotel facilities the hotel i s an

American-sty l e 'a ll -suite' hotel, so

there arc f e w facilities - reception,

cafe (for breakfast)

Room faciliti e s each su i te has

lounge (TV), bedroom (TV),

bathroom and toilet, bar area,

kitchenette (microwave, refrige r a t or

-with drinks), and office centre

Bu s iness facilit i es each suite has

spacious desk, te l ephone and pc, fax

and modern connect i ons The suite is

big enough for sma ll meetings

people are available

Personal Assistant

Comparing facilities at three hotels Stage 1

In grou ps of three or four, look again at the imaginary business travellers

you each invented in exercise 5 of the previous section Make sure you have detailed information about each of them, including their personal details

All four of the travellers have to go to Vienna for business Decide:

- exactly what business they will be doing (e.g meeting clients, attending a conference, planning a sales promotion, etc.)

- what type of hotel each of them will be looking for in Vienna

- what facilities they will need

- how important the location is

- what recreational facilities they will want

- how important the price is Stage 2

Now imagine you are travel agents specializing in business travel You have been approached by each of the four business travellers for information on

suitable hotels in Vienna Look at the information on three Vienna hotels

Room facilities cab l e and satellite

TV, air - co n ditioning, mini-ba r ,

telephone fax po i nt Busin e ss facilities Business Serv i ce

Centre in t h e foyer w i th fax,

telephone, personal computer, and secretar i a l services

Fourteen conference rooms

Hotel facilities restaurants and bars,

fitness club, and sauna

Room f a ciliti es en suite rooms, cab l e

TV, i ndividua ll y-contro ll ed

air-conditioning, telephone, mini-bar

Busin e ss faci l ti es Busine ss Service Centre in the foyer providing secretarial services, fax, photocopying , personal

computer, notebooks, laser printer, modem point s , wo rl dwid e courier serv i ce

Conference a nd ban q uet i ng f a cili t e s for up to 500 people

Meeting rooms for 1 0 to 20 people available

Limous i ne trans fe r ser v i c e from

airport

In pairs, act out the roles of PA and travel agent

You are the Personal Assistant of one of the business

travellers you invented in Stage 1 You are speaking to

your travel agent about the best h tel for your boss

Make certain all the facilit es you require are there

You are the travel agent You are speaking to the Personal Assistant of a business person who does a lot

of travelling Find out about the needs of your client and recommend the most suitable hotel

3

37

Listen to a recorded telephone message giving information on visa

requirements for travellers to the United States Decide whether the following statements are true or false

I A British citizen only requires a visa if he or she is staying for more than nineteen days

2 Citizens from Japan can participate in the visa-waiver programme

3 You are a owed to work while in the US

4 You can enter on any airline or sea carrier

5 You are allowed to make return trips to Mexico while you are in the US

6 If you need a visa for a holiday the correct visa is a B I/B2 visa

7 You should get your visa before you buy your travel ticket

8 If you have already been refused a visa you will not get one when you

apply again

9 Postal applications take about three weeks

10 You will need to send your passport when you apply For a visa

9 The following people have all contacted your travel agency For advice on

visas for travelling to the US What inFormation would you give them? Listen to the recorded message again

a Masato Suzuki from Japan, flying to San Francisco for four weeks'

holiday in California, followed by a trip to Canada, and then home to Japan

b Greg Sheldon from New Zealand, planning a six-month world trip He'll

probably arrive in the US from Mexico and stay a month or so He hasn't

got much money

c Mr and Mrs Henderson, a retired British couple travelling for a twoweek holiday in the US and then staying with their son and his family in

-Canada for an unknown period (probably 3 to 6 months)

d Mehmet Ozgun, a Turkish national resident in the UK, who needs to

visit the US on business il1 two weeks' time

c Annika Johansson and Carina Lundgren, two students from Sweden who want to spend three to four months over the summer travelling round the US They hope to find some casual work to help finance their

trip

Obligation and permission

1 Look a these sentences from the visa information

recorded me s sage

Obligation

You need to c omplete a vi s a - waiver application form

You have to send a compl e t e d visa application form

Lack of obligation

hav e a vi s a

Permission

Lack of permission

the style i s often like that of written language Match

these spoken statements with the four language

functions They all refer to law s and customs in the UK

b You ' ve gotto drive on the left

c Children und e r 16 aren't allowed to buy cigarett es

d You don ' t have to have an ID card

e You can't drink alcohol in pubs if you're und e r 18

-but you don't have to if you don't want to

Which words or phra s es are different in the spok e n

version?

Practice

1 Think about your own country Di s cuss thefollowing

area s using spoken register

Telephone language

1 Look at these expressions which are often used or heard

messages?

you?

d I'll justtransfer you Hold on a moment

e I'll just see if he's in Can I ask who's calling?

f All our operators are busy at the moment Please hold

g I'm afraid the office is clo s ed at the moment Please leave

your name and numb e r a ft e r the tone a nd we ' ll get back

to you a s soon as possibl e

h Can I s peak to Judith Vin e , pl ease?

i I ' m a fr a id i t 's a b d lin e Cou l d you spe ak up?

j I ' ll g t e r to c a ll you ba c k

2 Of the remaining s even expre s sions, which involve s

- a s king the c all e rto wait?

- identifying themselves?

- asking forrepetition or clarification?

- promi s ing action?

3 Her e are s ome similar e x pres s ion s Match them with the

function s in que s tion 2

a I s Mario Ferrara there, plea se ?

b I'll ju s t put you on hold

c Can I have ext e nsion 4784 ?

d I'll make sure she gets the message

e Would you like to leave a message?

f Sorry, I didn't catch that Could you repeat what you said?

g This is Ruth Levine How can I help?

4 Now match one of the sentence s in que s tion 3 with on e

tryto continue the dialogue a s long a s possible

a Sorry I s aid we'd like to order s om e more brochures

c Can you tell him it's Anna from CityTours aboutthe

d Hello, I ' m phoning to ch e ck th e availability on your winter mini-breaks

e OK, but don't be too long - I ' ve got a queue of people here

f Certainly I'm just trying to conn e ct you

g Thanks It's really very important

Listen to these sentences spoken by people on the tel e phone Note the pronunciation of the highlighted words, especially the way they are linked

Could you hold on a moment?

Could you call back a little later?

He's really busy, so don't be surpri s ed ifhe's late

;;:

39

- introducing yourself

- asking for someone

- speaking to the switchboard operator

- asking the caller to wait

- offering to take a message

- promising action

- asking for repetition and clarification

At the end, compare with the rest of the class to see who got the best deal Work in pairs Student A should read the information below Student B

should turn to the information on page 175

1 Arranging an interview for a visa

Official You want an appointment as soon as possible because

you plan to go to America next week

Look at th e information on page 175

2 Phoning a travel agent Tourist

You want to find out if there are any good l ate deals for

beach h lid ays You are on ly int erested if t h e price is very

cheap and sunshine is guaranteed

Travel agent Look at the inf o rm at ion on page 175

3 Asking for an upgrade

You want to be sure of an automatic upgrade when you

fly to the US on your forthcoming business trip You

represent a big company which cou ld give the travel

agent a l ot of business

Look at the inform at ion on page 175

~~ -D

Judith Chalmers is a television presenter She presents the holiday programme, 'Wish you were here ?' on British TV In the programme she travels to many differen t places and experiences many different types of holiday In this article she describes her own holidays

o I3efore you read, think about what she might look for in a holiday for herself