English for International Tourism Workbook Neem a ~ Longman AR panpremaancess oe eelPearson Education Limited Edinburgh Gate, Harlow, Essex, CM20 216, England ‘and Associated Companies throughout the word. eww longman.com (®Addison Wesley Longman Limited 1997 ‘All rights reserved. No part of tis publication may be reproduced, stored ina retreval system, o transmitted in any form or by any ‘means, electronic, mechanical, photocopying, recording, or otherwise ‘without the aior written permission of the Publishes. First published by Addison Wesley Longman Limited 1997 Fourteenth impression 2011 Set in Syntax 8.75/12 9% Printed in Malaysia, PPS@ ISBN 978-0-582-29851-4 Acknowledgements ‘The authors are grateful tothe folowing people for thelr hep in preparing this book: Sonia Balo of Bori Viaggi, Palermo; Ing. Ji Sommer of Bena Tours, Prague; Fabrizio Bignardeli of Provincia Regionale di Palermo; Dr Aldo ‘Greco of the Regional Tourist Board of Slay; Dr Cttandin Caterina of Dipartimento Affari Regional, Rome; Liliana Barbero ofthe University ‘of Westminster; Bil Morrison and John Lahie ofthe Ish Tourst Board; Dipl. ng. Leo Novobilsky and Klaus Piz of Grand Hotel Bohemia, Prague; John Murphy, Director of The Tussauds Group, LLendon; Bodo Hamel ofthe Berin Tourist Office; Jenny McGee, Information Services Manager, London Tourist Board ‘Thanks also to; American Express, Rome; Bales Tours; Kvoni ‘Worldwide: Cyprus Tourist Board: English Hentage Education Service; and to Edwina Johnson, Gitian Rodrigues, Peter Strutt, Sue Ulsten, David Riley and Janet Wel. We are grateful tothe following for permission to reproduce copyright ‘material: the Consumers’ Assocation for an extract from the article "Which seat onthe plane? from Holiday Which May 1995 (or subscription details please ring 0800 252 100); the author, Christian (Dymond, for an adapted and abridged extract from his atc ‘Casscs, Hamlet and al that Jazz’ from The Times, 3.2.96, Lloyd Frankland, Creative Director of BHP Ltd, forthe poem which appeared inthe ‘commercial created for ther client, Cyprus Tourism Organisation for Use in the UK and Ireland; The Guardian forthe chart Top Tens Highest Spending Vsitors tothe UK’ in The Guardian © 26.894, extracts from the articles ‘On tour of duty’ by Suzi Ptchard from The Guardian © 11.2:95, ‘Mammon rampant in city of shrines by Kevin Rafferty (in Kyoto) from The Guardian © 1995, extract adapted from the article ‘They came. they saw they ate pizza’ by Deyan Sudjic from The Guardian © 4.8.95 and an extract from the article ‘The heat ison {as Britain faces ever fiercer competition forthe precious tourist dolar” by Sarah Boseey from The Guardian; Killamey Hotels Lid for an extract ftom the Hotel Dunloe Caste section of their brochure, the author, Petr Lily, Travel Industry Whiter and Broadcaster, for his article ‘Wedsings and Honeymoons’ and extracts from the artic ‘Bells ‘ing and confetti ais from Bali to Cyprus from Travel Trade Gazette 12 July 1995; Times Newspapers Lid for adapted extracts from the articles "Battie to save the Galapagos’ by Jeremy Seal from The Times 2.7.95, Rooms for improvement’ by David Churchil from The ‘Sunday Times 18.9.94, "Test series gives big boost to West Indles tourism’ by Harvey Eliot from The Times 3.8.95, ‘Seeking a grander hotel by David Churchil fom The Times 27.7.95 Foss get into showtia’ by Richard Morrison from The Times 28.8.93 © Jeremy Seal/The Times 1995, © David Churchl/The Sunday Times 1994, (© Times Newspapers Ltd 1995, © David Churchill The Times 1955, © Times Newspapers Ltd 1993; Travel Trade Gazette Ltd for adapted And abridged extracts from the article ‘Holiday reps enjoy hard day's night’ by Gary Noakes from Travel Trade Gazette 2.895 and the article ‘TTG Top Shop - Worksop’ from Travel Trade Gazette 258.95, We have unfortunately been unable to trace the copyright holder of the arte ‘Lego bulds on England investment’ by Nick March from Tourism Enterprise January 1993 No. 88, or the advertisement for Dublin p.35 and would appreciate ay information which would ‘enable us to do so, Designed by Linda Males and Nicola Witt IMustrated by Kathy Baxendile, Peter Byatt, Michael A. Hil Sarah Jowsey, Kenny MicKendry Arist Partners), Michael Ogden, Jane Spencer, Mick Stubbs and Celia Witchard Cover photo by Andrew HallEnglish for International Tourism Workbook Miriam JacobItinerary Unit Setting Revision [ Developing the Topic i Travel agencies ard tour | Voeabulry > typesot hoy Reading Weddings and Honeymoons‘ Typesot | opens Language Focus: compound ajectves with Reading 2: Selb Ring and Conftt Ras Holiday ‘umbers | ae cone 264 ete ee Perc (6) (pan at eae ee 68 lea Pals ering 72. Tp of Hoy a ° [Litres tern foe ee 2 ecrutment andjob | Language Focus smple/continsous verb forms | Ubtering : work experience o ACareerin | hunting | wing ‘acaeer bistony | wating s: describing acareer va | Speechwork: word stress: -tion, al, ality, €) | Reading: ‘Ona Tour of Duty og pases ty | Vocabulary: jobiitles and jb terms Wting2: alter of application | | 3 ee eee ‘Language Focus: eres | ustering: coon st pawn inte = Trendsin | tout bouts oro | ech Rape Towns | wring: changing rend in tou Weng: a meme tours in the Czech | Republi page 16 Speecrwork —pastvedomsvitned — | Vocabulary: terms fr travellers Reading: They Came, They Saw. They ll Se ena | Vocabulary 2: money terms 4 Tourist boards, tow Lisning Top entighetspending | Reading: When the Heats On a “were People| operon, Tout vitor toe ur Listening: Sican turism ° w infrmation Contes CC eohae Wlamaen Cen CICS, | speedo: te sm (Ol Shee > caraten buen Sey mea (ee eee Speaking: reading Rgures ous Language Focus: the defi ale iting: expanding nots into an aril 5 Travelagences Langage Foc ng quire anéueion | Uatenngz; tests conenaton ° Travel Agents © Reading: SelingTetiques io Speedo intonation inquesions | easrea: Topaner | Ustening 1: a booking form © | Vocabulary: compound adjectives | ‘Waiting + letter of confirmation Writing 2: ‘a fax requesting information Review 1 Lenguege Review Unis 5 age 27 6 ] Tour eperator and Speechwork: contractions © | Reading: Holday Reps Erjoy « Hard a Tour | hotatiers Language Focus: the passive Day's Night Operators Senet Oe Bing ierioranee Vachon thn ne 2 employee nea vores Listening and 2Poker game decides the ° | fori ohaay fs | Vocabulary 2: franc exprenions | ‘wstng22—_aseportn ls patters 7 | Tourist boards Vocabulary 1: advertising iterature Vocabulary 3: describing leisure pursuits Promoting 2 Language Focus: refering to the future Reading Test Series Gives Big Boost to caine | SLraROtoe iia °| West nds Tous page 34 ‘Vocabulary 2: brochure language | Ustering: eae ae asa tourist Oo ; can en ‘Writing 2: ‘reporting on how Ireland is. | promoted 8 eclgcalandeconarie. | Specchwork: word bounds © | Reding: Gate toSave the Calapscor jonsible | sues: Vocat 1; usiness collocations | Vocabuiar ne environment Sar Nas en fe | SMT ee kot es eee a ee Language Focus: reporting ver i caer pege38 | Enuronmentl and ours | wiieg: Inston for Travellers to semen | indUnit | Setting I Revision Developing the Topic 9 ‘Al tourism prowders ] Voc ‘two-part verbs Vocabulary 3: ar travel “eanspot | Language Focus: two-part verbs Ustening: fight scheduling ° raas'e | Spescorc making omouncerents Rasdng Which Seat on the Pane? a \weting: a fax: information on | procedures | 10 Customer eltons | Veeabulary 1: adjectves deserting prsonalty: | Reading 1: An Unfortunate Incident at a Customer | Sepirnents | preteen Ridgeway Tours Relations Language Focus: nfive or gerund? Vocsbulay 2: —senice etal Speechworks contasive sess © | tstering dealing with customers face toface | wring +: replying wo aleter of easng 2: Answering Customer Queries complaint Vecabulay 3: expressions with hand a Wing 2 wring structions — how ts ‘eatee good mpresion Review 2 Language Review Unis 6-10 page 22 1" Hotels Language Focus: adjectives and order of adjectives] Ustering: Grand Bohemia Hotel oO Hotel Facies Speccnwore sues incompound | Reading? Seeking Gander Hotel a Vocabulary: callocations wih and | norem Wriing: replying toaleter ofenqury | 12 ] Hotes. ade fas, tour | Language Focis 1 conunctions | Ustering: choosing ste for atheme ° Selecing | operatos Vocstuiay: — sdecves ca iseatone Sperone’ promungton ofthe Qy|_laneuaeFous 2: conncons e059 tetera Weting: recommending new ste eating ‘Mammen Rampantin Cty of Eis Misra vesanane a 3 ] Touts itormation ‘Vocabulary 1° tours facies Ustening? London Tourst oad 0] Things too | Centres Speeciwore pausing and tres © tanguage Focus 2:intensiirs | ema ese cee) a ease | Ustening *: erin Tourist Office o er Ave eS eseetpeg ane Reading: Greemch —the Cee of a shale | Tine an Space Wrtng2: ving tour information 14 Guided tou Specciwork pausing. sess andpitch (| Ustering custodians st Dover Caste ° ‘nankting J wntng 1: designing poster Vocabulary 1: castes and museums the Fast | tangas Focus: lative aes Witing2: —_aspeech: life inthe Mie pase 6 Speaking: eving2 guided tour ages Reading: Fosis Get into Showbiz a Vocsbulsry 2 negative and poe aces witng 3: wring an advertsement 15 Hotel sfnes, conference | Speecwork sound and speling—wore CQ | Vobulary: conferences and metngs ausinss | organises stein horographs Listening: organing conference ° ‘eave Language Foes: possi and cetany Weting 2: writing a set of structions age74 | wtng#: —asempee pomesraiter | eng: Women Bune Tree ou Review 3 Lanunge Review Unt 1-45 ase79 Tapecipts 6 key l= Reading text © = Listening texto Types Revision Vocabulary 1 Tah 9g | What is the hidden vertical } word? Use the words that are missing from these sentences to complete the grid. A flight from London to Australia is a__-__ flight. (4, 4) A is a holiday where the tour-operator arranges both the fight and the accommodation. (7 & 4) ‘Two weeks at a residential art school is @ holiday. (7 & 8) Abholiday aboard a luxury liner is a (C} ‘A two- or three-day holiday which is not taken during the week is a 7&5) A holiday visting a game park isa © A holiday on a farm, staying as a guest of the owners, is a 8) ‘Answer these questions: What is the opposite of a long-haul destination? Give an example of each of the following for your country: a long-haul destination a special interest holiday a city break a theme park a domestic resort of Holiday Language Focus Compound adjectives with numbers 1 Decide if these sentences are correct or incorrect. Correct the sentences that are wrong, E50 ve ile! dive tothe airport On this to-day escorted ip to the Caimgorms, you wil cael eee Se ie ale ep ma pate dT pear 4. The guests decided to opt forthe fve-ourses set menu Management regret to announce that there wil be a four rte FL2 Use the information in the grid to write short descriptions. (he first one has been done for you.) a It's @ twn-centre! lasting seven nights. You till stayin te luxury Be. sts heal, the Fortuna in Palermo and the Ponte Nuovo in Cefali. The will include half-board with a frur-course evening meal in the traditimal restaurant. Ter |tomowr [Butera [ey | aon ote one Cefs0 | tastona aumterat | | cue 4 | | u blcox [oo | r¢ehe | cov mach neck | 8 te New Dal Sine | ded toms |e etl liare me | Sen B Tus as fvereg a 4d) onarée | we [song | Oninao | fons | moti me Sivene fem [vat ene pt Cayman Disney ‘anc ord cayman ontch | Grand l #Speechwork Word stress The words in the box appear in the two reading texts in Developing the Topic. Put them into the correct columns according to their stress patterns. abroad arrange better castle dient couple customer destination escape mariage occasion prefer recommended reservations romantie specials towards wedding abroad | Listen to the tape and check your answers. Writing 1 These are the different sections of letter They aze inthe wiong order Put them in the correct order, by numbering them 1-10. @ Types of Holiday . Joba Barett Sales Manager Yours = sincerely, [-] ¢ Ms. Carise [3 The Grove House 4 435 Lovers Lane yropa TOUS Princeton a ewberr AVETUE 08540 Ferd i Mipsracusets 02155 . Dear Ms Carlisle, (7) ) would like to draw your attention to and excting, he fourhour weddings the groom arives by elephant ar nd ith a performance by drummers his on page 46 in our brochure, We gs in hot air balloons ¥9 Jn particular | something ne in Thailand where the proceedings € and dancess, whic! are ako able to offer wedéing Kenya or on camels in Mombasa. We look forward to hearing from you in the near future and welcoming you on one of our Europa ‘wedding packages, Please phone aur help line on 10293 847 456 for up-to-the-minute information on. availability. proche your needs i Nearer at home, here in the States we offer] Undersea ceremonies of Fda Keys, orf you” Prefer to marry in the winter we can arrange the ‘Ceremony to be on the ski slopes in Vermont, J sth juneDeveloping the Topic Reading 1 Read the article Weddings and Honeymoons and answer the questions ‘8 Why, according to the article, is it becoming more popular in Britain to get married abroad? 'b What is the minimum time a tour operator needs to organise a wedding abroad? © Which group of people find this type of wedding more attractive? 4 What change is affecting this trade at the moment? @ Which extras were once free, but are now to be found on. ‘the supplements lists? f Why is Ireland becoming a popular destination? Weddings and Honeymoons ) GETTING mased broad oat iced sntin see Sli Bind cel liveepeaaiue 10 js pela \ tecepted des. Indeed, it is now considered trendy. Although the total market remains relatively small, accounting for perhaps 15,000 of the close to 400,000 couples who get married each year, numbers are increasing all the time, Cost is one of the main reasons. It is estimated the average wedding in Britain costs between £8,000 and £10,000. ‘This contrasts with the £2,000 it can cost a couple to have a combined wedding ceremony and honeymoon abroad. It is alo easier to arrange. While many UK ceremonies are planned a year or more in advance, weddings abroad can usually be booked a few months ahead. Operators covering certain destinations can handle a reservation just 2 weeks before the wedding day —although it isnot recommended. Colleen O'Brien, weddings coordinator for Kuoni, which hhandles about 3,000 weddings a year, sad: "There is quite a lot ‘of administrative work which needs to be done, so the more time we have the better. “Clients should also be aware they will need to have some involvement with the paperwork, although we try to keep that toa minimum, However, we do find some customers who think that because they have booked their wedlding through a tour operator, they will have to do absolutely nothin’ She thought getting married abroad was “lhe penfect idea" Although Kuon’s wedding clients have ranged in age from 18 to 75, she said the concept was particularly suited to. couples embarking on a second marriage or those who had been living together or many years “They often want to escape everything and everybody and just celebrate their wedding quietly” said Ms O’Brien. ‘The majority of wedding couples prefer to travel just with cach other, but an inereasing number are inviting a couple of friends or relatives, Carol Stokes, Thomson Holidays’ Fong-haul rarketing manager, said there i also a growing trend towards swealding groups. “itis no longer unusual to have 10 or 15 people accompanying the bride and groom, and on one famous occasion lst year, we had a group of 64," she said. In the past, wedding guests would stay ina separate hotel and return home a week before the newlyweds, but Kuonis Ms (O'Brien said they now often accompanied the couple for the whole ofthe trip. “Trends are definitely changing,” she added In fact, trends are changing across the whole of the honeymoons market, For example, operators used to offer flowers, fruit or wine free of charge to newlyweds. But now such extras invariably appear under the heading of “special occasions” —next toa list of applicable supplements According to Kuoni, the Maldives, Mauritius, St Lucia and Far East tours are among the most requested honeymoon destinations (Closer to home, short-break specialist Time OM sad Venice, Rome and Paris were continuing to attract steady business, hfe Icland was becoming popular fr its romantic castles and country house hotels with four-poster beds (from Thavel Trade Garete) ices eccuagecseeaasesi eeeReading 2 @ Jypes of Holiday Read Bells ring and confetti rains from Ball to Cyprus and find the following places: ‘The most popular destination in the Incian Ocean. ‘Acdestination that has recently abolished a residency qualification. ‘An area that is popular due to its cheapness. ‘An ideal location for safari honeymoons. Where the bride and groom must be of the same religion Where most weddings take place at a beach resort Where couples must be resident in the country for at least seven days. A country where the Tourist Board has issued a leaflet explaining wedding procedures. A location that does not have a residency qualification. ‘Where the price includes the chapel fee, photographs, a limousine and witnesses. Bells Ring and Confetti Rains from Bali to Cyprus Peter Lilley looks at both the new and the traditional wedding venues ‘THE CARRIBEAN, ‘THE CARIBBEAN és stil che most popular region for geting ‘mastied abroad, helped considerably by the relative cheapness of Jamaica and the Dominican Republic — che bese-selling Asstnations for both Thomson and Cosmos. ‘The Cayman Islands has made i easier for couples to get ‘marsied by abolishing its previous 72-hour residency qualification, ‘The Department of Tourism has issued 2 leaflet, Geting ‘Martied in che Cayman lands, dealing all the informacion required ro obtain a mariage licence. ‘Skybus Holidays Caribbean Dream programme is among operators featuring St Lucia, where ic ofers wedding arrangements fiom £374 per couple a che Ilander, Candyo Inn and Caribees hotels. Caribrours offers plantation weddings on St Kites and Nevis THE INDIAN OCEAN Mauss has movel ead of the Seychelles s the most popula ‘wedding destination in che Indian Ocean, Iris now the biggesscller for Kuoni, which fearwres eight properties inching Le Touessok, where wedding arangements cost £125 per coupe. KENYA Gaining in popularity very quickly and an ideal choice for ‘who want a beach/safri combination or a evo-centre coup sweddingjhoneymoon matching Kenya with the Seychelles ot ‘Maui Which destinations would you advise these clients to choose? Somak Holidays offs wedding packages at numberof beach hotels BALI Another more problematic place 10 bold welding, which was ‘why Thomson withdre. Couples need to be resident in she country for seven working days and present chemselves to oficial in Jakarta. Teisals important that both che bide and groom should be of the sane religion MALAYSIA ‘Mose couples who get married in Malaysia do so in Penang — the countrys first and best-known beach resort. Popular loations for dhe ceremony include the Shangri-La Rast Sayang wit is exquisite gardens THE US ‘The popular wedding locations of Florida, Hawaii and Las Vegas have the advantage of having no residency qualification, so couples ‘can get marsied 2s soon as heir paperwork is in order. Prices stat at £142 for a wedding ceremony at the Chapel of Flowers in Las Vegas which includes the chapel fe, witnesses, photographs and limousine service. In Hawaii, prices stare ar £589 which includes hire of limousine and a solo musician or vocalist atthe eception. (feom Travel Trade Gazer ‘Miss Colley and Mr Browne who would lke to go on a safari honeymoon. John and Sarah who have only four days for the trip. Petra and Peter who would like to go to Asia and stay at the seaside. Charles and Diana who would lke to get married on a plantation. ‘Antonella and Francesco who would like a reception with live musicVocabulary 2 Compound nouns: Look again at Bells Ring and Confetti Rains. How many compound nouns can you find cartalang the word wedding? For example: wedding arrangements. Use the nouns inthe box to frm compound nouns real tourist destination atthe seaside the pres charged fora religous ceremony dociment peritig someane to marry beach chapel limousine service marriage resort Listening 1 Giovanna is a travel consultant in a large Roman travel agency. She is talking to Colin Butler, the new Ventures ‘Manager of Exotic Destinations, about the types of holiday many Romans take today. Listen and complete the chart Time of year | Types and length of | Places most holiday likely to go. . . = USA 4 | * Seychelles | | . J- + Madrid ‘+ honeymoons . | + australia | Listening 2 Vincenzo travel constant ina busy travel ageney ih Palermo, the regional capital of Silly He staking to Cain Bute, the new Ventures Manager of Exotic Destinations, about wher Sclans goon hada Listen and decide f these statements ae true or false. 2 The most popular holiday destination i the USA.T Cl f 60 per cent of Silians holiday in Europe. = TFL) € Thaland and Singapore are more popular honeymoon destinations than the Maldives or China. Toro 4 Siclan holidaymakers only want to sit on the beach all day. Toro © The Far East is popuiar because you can have the sun and the sea as well as touring the area Toro Mexico has become popular in the lat three years. TOrFO Writing 2 Complete Colin Bute’ fax tothe Managing Director of Exotic Destinations, Te Misa Rodsgats eae Deseo Fax O44 171354 8979 From Colin Butler Fix” 003992 374 857 No.of pags including his one: 1 Re Iaian holiday preferences Deer Maria, have had several meetings with travel agents throughout Italy ‘The meetings in Rome and Palermo were particulary useful 1 Holiday periods ‘According tothe travel agent jn ame, Italians tand to take @)__—_ breaks in August with shorter breaks at(b). and ©. 2 Destinations Both consultants believed that ©. ‘soutn ‘America and the Far East were popular destinations. Their comments support the figures we have from the tourist board andl our previous reseerch on the populanty of rarticular destinations both forthe ‘genera! holiday ida and the honeymoon trade, though in Sicily iis fete that, 's the mast exotic destination 3 Cultural/ short break holidays These tend tobe token at). cities such as )___ 4 ‘Types of holidey Apparent, Romans stil require mainiy( 212 now demanding 5 Popularity ofthe Orient This 8 growing in popularity as tourists can combine a wath 2) | trust thet this wil be elu 1 submit a full report on my return next week. when Italians vst and while the Sicine RegardsA Career in Tourism Revision Language Focus Simple/continuous verb forms © 1 Peter is being interviewed on the radio about his career. Listen and fill in the gaps. Interviewer: Interviewer: Peter: Interviewer: Peter: Interviewer: Peter (a) In vasious sectors of the trade now for many years. AS | understand it, Peter, you (6) in Bahrain, Kuwait and other countries in the ‘Middle East and now you (e) in England? Yes, that's right. Can you tell us how it all started? Er. when 1(@ schoo! | joined the army and got my first posting to Batain So how was that connected with tourism? While |(e) in Bahrain | was asked to set up a youth television service. So left the army and continued to live in the Middle East. ‘on very well in the media business but (g) to take up a post at the Hilton Hotel in Kuwait So you had two changes of career. Why move again? Well it was something | (h) to do. But then you returned to England and Woburn. Why was that? | felt that the time was ripe to return home. There (i) atime when you feel a little homesick So what did you do at Wobumn? Peter Interviewer: Peter: The job at Woburn was demanding but very enjoyable But you've moved again? Yes. | couldn't resist the challenge to have a say in the future needs of a heritage site such as Hadrian's Wall. At present | o to persuade government to understand the need for the conservation of our culture, but at the same time to allow for maximum visitor satisfaction. Tick ¥ the correct boxes. The interviewer sectors” Does this mean: Peter worked in industy? Peter no longer The interviewer Does this mean: Peter no longer Peter still works says “Peter has been working in various all the sectors at the same time? Qo Peter worked and is still working in the tourism a ‘works in tourism? a says “you have worked in Bahrain’ works in Bahrain? a in Bahrain? oO oOo Peter is about to retum to Bahrain?Writing 1 Look at the pictures and the notes and use them to help you complete the dialogue. The first one has been done for you. 1 Area Sales Manager 2 office junior 3 one year later, tour guide ‘MANAGER TOWN BRANCH | “AMAL TRAVEL AGENCY Interviewer: What do you do? Paula: (i) lam the Area Sales Manager for Funtours Lt, a frm of travel agent; Interviewer: | understand that you've had a varied career. How did you start? Paulas) Interviewer: And what did you do after that? Paula: a Interviewer: What then? Paul ®. Interviewer: Back to the travel trade business? Paulas) Interviewer, And when did you move here, to Funtours? Paulas Interviewer, And what does your job involve? Paulas gh Interviewer. Thank you, Paula. I've enjoyed talking to youSpeechwork Word stress 1 Look at the words in the box and mark the stress on each cone. For example: @ A career in Tourism ‘Complete the sentences below to make a rule for each set of words. 2 For words ending with the suffix tion the stress is on the prediction i. from the end. ee bb For words ending with the suffix al the stress is on the semnne ftom the end. prediction accommodation organisation compensation] For words ending with the suffix ity or ty the stress is on the 1m from the end. operation vocation ambition ‘graduation | 3. Read this conversation between Alain Legrand, the General conservation satisaction qualification ‘Manager of the Paradise Hotel, and Silvia Fonteyn, an applicant for the post of Front-of-House Manager. managerial political international ‘Mark the stress in the italicised words. reenter sta Silvia: Yes, After graduation | took a year out and went 4 - backpacking in the Himalayas. | then joined an organisation that was concerned with the biel lela pea conservation of our national heritage before returning to university to gain a qualification in personality novelty society Listen to the tape and check. Practise saying the words. Writing 2 Aletter of application {a the letter below there are some grammatical errors on some lines. Underline the incorrect word or words. Then write the correct word(s) in the box on the right-hand side ofthe page. Dear Sir, travel and tourism, Alain: So you gained additional qualifications? Mmm, yes, that’s right. You see it had always been ‘my ambition to work in the tourism sector. Silvie Listen to the tape and check your pronunciation. a) Lam writing for applying for the post of junior sales manager at b) Gobi Desert Tours Inc. which I see advertised in this week's Travel Weekly. ©) As you are seeing from my resumé I have recently obtained a diploma 4) tourism management from the Tourism Institute in Madrid after e) Thad been completing a three-year course there. f) Since 1am always wanting to work in the States in the travel business 2) sector but was not wishing to commence work until I was fully proficient fh) in English I spend the last six months studying in London. i) During this time Ibe fortunate enough to find a part-time job in a local jj) travel agency which is specialising in travel to the States and where I was able k) to develop my interpersonal skills. 1) Lattracted to your vacancy as I believe that I can offer the drive and 1m) commitment necessary to persuading middle-aged holidaymakers to tek 1) across the Gobi desert. ©) enclose my resumé and look forward to hear from you.° Developing the Topic Listening 1 Justine and kitty both work at the Excelsior Hotel. They are talking to a group of tourism students about their careers. Listen and complete the grid. [KY [TRAINING . | PART-TIME | while at while at school work + waitress . [FULL-TIME | als a work | + conference . organiser + conference sales manager | Writing 3 Read this summary of Kitty's work experience. Then write a ilar summary for Justine. When Kitty left school she went to college where she followed a three-year hotel management training programme, While at college she had several part-time jobs including working in a restaurant as a waitress and in hotel reception, Her ir full-time job was a6 a restaurant manager in a erall hotel Reading ‘Fi I Read this extract from an article about careers in tourism and complete the gaps. —— Ona Tour of Duty } By the 21st century, according 10 an English Tourist Board prediction, tourism will be the largest (a) in the world. It is already one of Britains largest industries, employing 1.5 million people in travel, heritage and leisure. ‘Although (b) in travel and tourism may appear to be full of glamour and one long holiday, the reality is that they are hard (¢) involving long hours and considerable stress with litle pay. Nor i (@) security regarded as a high priority, because moving from company 10 (@) oF from one sector ofthe industry to another is seen asa perfectly | acceptable () strategy. f ‘This immensely complex and interdependent industry consists Of the core of (9) (Gvho design, organise and market holidays), the (h) (ovho sell them t0 the public), the main service and produet suppliers (transport, secommodation and entertainment) and a myriad of specialist “organisations which suppor them. All who work in the industry have a passion for travel a sense of adventure a liking for novelty, combined with a postive attitude to challenge. Prospective () need what are known in the trade as ‘200d interpersonal skills and a greparious outlook; they need to be people who like people. A willingness to move around, to accept Oo «as they arise, is an asset which often means that family ties must come a definite second. The apparent | compensation is the possibility of creating an international family | of friends and business (k) all over the world who | share similar interests and emhusiasms. (from Te@uardian) Se2 ‘On a Tour of Duty’ Part 2. Read these further extracts from the same article and put them into the correct order. The first one has been done for b b When do many tourism staff acquire academic Her advice to other heritage industry ‘aspirants is to contact English Heritage’s human resource department and to remember that determination was the vital ingredient fora career like hers. “Keep knocking ‘on doors, keep reading and learning ‘as much as possible,” she says] Let’s look at Andy Allen. National Sales Manager for Jet Sot Tours, who started his career in 1978 as an office junior with Thomas Cook. After six montis, he joined dhe air fare unit then moved toa smal, family wavel fiem, where head the chance to learn all the basies and to try his hand at everything. His first_ management post was at branch of a travel agent chain from where, after a series of placements, he moved to Pickford’ Travel. There he spent eleven happy years, becoming retail sales manager land then national sales manager. When Pickford’s amalgamated with Hogs Robinson in 1993, he desided to fulfil an early ambition and went backpacking around the world for ight months returning to Britain to {join Jet Set Tours a ‘Answer these questions: What was Andy Allen's first job? qualifications? For which jobs are older people often preferred? 2 In which field would you be unable to rise to a senior post if you were not highly qualified? ‘What, according to Cleus Everard, do you need to succeed in the heritage sector? There are also openings for mature entrants and graduates from other | specialties ~ such as history, languages and business studies — who are prepared to tke additional | Sealifications and have te right sort of experience and personality, For | instance, couriers or reso E fuides are often mature adults with language skills, considerable travel experience and specialist knowlolen of subjects such nee Ft reps and as fine ant, archaeology, history and architecture, | Sta in the heritage sector conceed with he contigs aot developmen of histor wice ae | bulls are aso adults with | vate of tackgounds ad ait Altiough there ae opemnge scoala adr aut he emtes mest senior jobs are filled | history. museum studies, an bests sue Vocabulary 1 Find the words in 4 His career patern isa common one in. | Which a suitable aspirant can start as | counter clerk or trainee and stil find that the sky, literally, isthe limit. eis widely felt that academic {qualifications are often less important than people skills, common sense and 2 positive attitude for new entrants. Although computer literacy, a good knowledge of geography and foreign Tanguages are extremely useful, as are basic research skills, AS a ‘consequence when employees want to rise through the structure, they need to acquire additional qualifications. A growing number therefore acquire their academic ‘qualifications late in their careers. (-] les Bre, he ne) appt Dasuor of Stonehenge. is a Pile of the late cman. SHE anc th army onteving school see tov esl Oman 08 8 fing a asco on fe a mserence which generated. at pant goverment tiation tose Seyi teewsion news serve Mfr ‘he left teary. Fortier ane aane in TV andthe modi in he Miiale, East led to. a senior weoment pont atthe Hal Fepeny Hoe in Dubs, one oft waa ret lexiry hoes, She Sealy ted Ba 1 sprue recor of onal & Pee te enjoyed immensely. But see “Miverisedappoimnent at Stonehenge was isis ‘A Tour of Duty’ Part 2 which describe the positions or jobs of the people mentioned. For example: ‘Andy Allen, Natior There are many ws For example: al Sales Manager for Jet Set Tours ays of talking generally about jobs. | am writing to apply for the position of Senior Area ‘Marketing Manager. Find the words that are missing from these sentences in a a school liaison officer List Andy Allen's employment record in reverse "A Tour of Duty’ Part 2: chronological order. You will not be able to give all the pacute ea dates. i Oman, Andy became retal His first manager travel agents 4 Cleus enjoyed her ‘enormously. Andy began his 1 Cleus saw the il sales manager after a series of rent was ina at Longleat 5 an office junior. advertised. 13Trends in Revision Language Focus The past simple/the present perfect simple Complete this text using the correct forms of the verbs in brackets. (lose) ing te in tain so ess D= HY an he i dvd Sone Be Bho od Bournemouth, OY ane (change) deton and Fea ee eeeetiien terest students. Thousands of small hotels and boarding houses (@) --.-.« (bocome] retirement homes. However, although at that time the boom in cheap holidays at Mediterransan resorts (€) mmm {threaten} the future of British seaside resorts, since them thoy (f)ewnmnm (adapt) to the new demands for shorter holidays and for off-peak holidays. Brighton @) sown (invest) in a marina, 2 conference centre, and ‘number of new hotels, The history of modern mass tourism (A) seon-» (begin) relatively slowly in the 1960s but () .(accelerste) with the ‘advent of the wide-bodied jets in 1970, and the substantial growth Only () evn (hath in 1973 with major recession. Until then the market (k) ......-m.« (develop) in a fairly unsophisticated way and was highly seasonal, Then (W ....-..« (Come) @ second setback in 1981, but tourism (mn) (emain) remarkably resilient and expansion (n) ww (follow) the pause. It () (bo) in the carly 1980s that new markets and new segments emerged, when seasonality (p)...... (be) fist challenged, and quality and value for | money (q) (be) increasingly demanded, Change will accelerate, marketers will need to identify change, producers and developers will need to respond to it But standards (e) (improve), competition (5)... (intensify) and the expectations of the traveller are much higher. Tourism Writing 1 F_ Describe how holidays have changed. t f i ' TEESpeechwork Past verb forms with ed feaePaae pastecrcer ce eet etaced ‘Write them in the correct columns. 2 developed described deserted accelerated gained hoped increased _intensified invested involved rushed shocked sorted staggered widened Ww ist hd developed described deserted Listen to the tape to check. What are the past simple forms of these verbs? improve, star, change, move, remain look, help, establish, flourish, play stay, str, watch, charge, thrive record, affect, walk, persuade, collect jump, top, travel, stop, work Practise saying them. Which is the odd one out in each of the sets? Listen to the tape to check. @ Trends in Tourism Vocabulary 1 holidaymaker ripper commuter migrant nomad passenger | globetrotter itinerant hiker | ‘Match the people in the box to these sentences: | travel daily on this route to work, | travel from place to place looking for grass for my cattle, | travel toa nearby attraction for a short period, usually a day, for pleasure. | travel widely around the world but not necessarily for pleasure, sometimes for my work. | am traveling in this vehicle but | am not driving it. | travel by walking across country. Its not my normal means of transport and | usually do it for pleasure, | travel from place to place because | do not have a permanent home. 1am traveling for my vacation. | am traveling because | wish to make anather country my home. ‘Are the people in exercise 1 always tourists, never tourists, ‘or sometimes tourists? Complete this Venn diagram. Sometimes Always { Never traveller 15Writing 2 Fl Use these notes to write a short oaragraoh. Se ene ese Developing the Topic Listening Listen to Igor Menzel, the manager of Praha Tours in Prague, talking about the recent FL_ development of tourism in the Czech Republic. Take notes under these headings: The developments in the Czech Republic for .¢ situation before 1989 for outbound tourists: eee inbound tourists: + how Czechs obtained a visa: * why courists wane to come to Prague: «the percentage who travelled abroad: ... * the problem in the beginning: © the number of agencies: + how Czechs travelled... ‘+ how this was deale wich: ‘What happened immediately after the Velvet «his was deale wich: Revolution of 1989: Developments since 1989: * the present situation: number of agencies ac che moment: + the most popular way to travel: + why itis popular © reductions at hotels: eer ES Writing 3 F_You work for Travel Unlimited, a tour operator which is interested in developing tours to Prague irom Italy and tous to italy from Prague. Use your notes from the Listening to write a report for your marketing team.Reading, This article describes recent trends in tourism. Read the article and answer the questions, increase in tourism? How does the article imply that early tourists behaved? In which part of the world does the weiter believe that there will be the greatest Why did the tourists of the 1950s need reassurance? How are the Pacific Rim tourists being helped and reassured? What changes are being made by Britsh tourism providers? They Came, They Saw, They Ate Pizza ———_—_—_—_——————— The colonists are being colonised. Deyan Sudjie on how Europe is being earned into fone big theme park ———eE ‘TOURISM USED to be something that well- heeled northern Europeans and North ‘Americans did ro other people. They put on brightly coloured clothes aod wandered around the world as if it were 2 200, ‘chattering away in front of the natives and scattering the local currency chat they did not need «0 bother to understand because they ‘could buy so much with theie dollas and pounds, confident eharchey were watching 2 spectacle mounted encrely for their benef “Then cheie less alent compattioes joined in, tuning much of she coaseline of Spain, Greece and Turkey into a convincing replica ofthe high-rise estates they had lefe behind “Tourism is sill regarded as a uniquely ‘Wesremn form of cultural imperialism, and therefore co be discouraged. However its next culeural clash isn’t going to be on the beaches of Asia or che Costas, is going co be back in northern Europe, where it all sprang from in the Gost place ‘ast year Britain had 21 million overseas vsiors, up from 16 million just five years ago. The Government’ latest figures on tourism, released this week, ppredice another rise of 10 per cent. The numbers of visitors are not going t0 stop growing. Vocabulary 2 Ic used co be America that provided Britain with is laces contingent of fre spending overseas visitors. But the biggest jump in high-spending new visitors i from TTiwan, Malaysia, Korea and Japan. Wich Heathrow fall of jumbos from Korea, and even the most out-of-che-way country tea room eager ro accept Japanese credic cards, Britain is having co get used ro Jooking at mass courism from the other end of the telescope Tes a development thac will ave fat reaching consequences for the whole of urope. Seen from the outside, partieularly from che now dominant economies of the Pacific Rim, Europe is « puzzling place, full of incomptchensible little countries, each vith their own language. Its industries from shipbuilding co computers are dying, one by one. ‘Europe's farue roe is as a eeme park: the size of an entire continent, attracting rillions of newly affluent visitors from ee rest of the world co stare at the ancient remains of its city centres from Paris and Londen co Copenhagen and Amsterdam. ‘Even before the arrival of the mass- market Asian courise, the impacc of tourism ‘on Britain has already been dramatic. Look: ft Windsor, where what was once a chriving. country town has seen every shop on is high set turn intoa fast-food outlet catering for the castle visioss. "The transformation of Britain by tourism is still only just begining. Jusc as List the words and expressions from the article that can be grouped around the words Money and Wealth. @ Trends in Tourism the first British holidaymakers who ‘ventured to Spain in the 1950s needed ‘constant reassurance ¢o persuade them that abroad wasn't absolutely terrifying, with supplies of rea bags, beer and chips, so Asian visitors to Britain still come in tightly organised tour groups, rushing around in packs, following guide from one familiae landmark to another. The best organised are the Japanese, who publish handy guides vo reassure cheir citizens that British caxi drivers will not be offended by a dp. The Japanese have even established a parallel ‘universe in London, clustered around Regent Sere, where you wll Find not juse che ofices of Japanese airlines, but also branches of “Toleo department scores set up especially © cater for the overseas Japanese market ‘Delivered by bus, the Japanese can pay in syen, and ave-no need £0 attempe co sped: ‘word of English or to worry about making fools of themselves infront of foreigner. (Adapted from TiGuardian) ”Where People Go Listening 1 the Japanese the Americans the Australians spenders in the UK, Revision ‘Which of these nationalities do you think spends most when visiting the UK? the Htalians the French the Germans the Ish the Spanish © _ On the tape you can hear 2 tourist board official giving a research student some information on the top ten foreign Listen and fill in the missing information on the chart: 2 Read this radio commercial for holidays and mark all the ‘schwa sounds. Practise saying It, then listen to the tape to check. | Did you know that in Daytona Beach, in Florida, USA, a federal court has ruled that tourists may no longer take their cars onto the beach during the turtles’ breeding season? Or that you can {eta discount in the bars and restaurants in Atlantic City if you have a special visitors’ card? And that those of you wbo enjoy bird-watching could take part in an eighteen-day trp through the Scottish Highlands? Or you might prefer a romantic break at the Bristol Hotel, where the candle-lit dinner includes oysters and caviar followed by salmon with pink champagne! Whatever your | tastes, ring Creative Holidays on 0171 384 8394 | Top Ten Highest Spending Visitors to the UK i on aaa ‘i | ear ara | — sm 4 rarer | fl a er Sime er aa Speechwork ‘The schwa 3 1 Look at this passage and mark the schwa sounds. Italy has opened the doors of its senate building to visicors, offering guided cours of the sixteench-cencugy palace on che first Saturday of each monch. The tour takes in the library and the elegane drawing room. (Gom ToGuardian) © 2 Practise saying it, then listen to the tape to check. Vocabulary How much do you remember? In the following sentences, find the American word or ‘expression and give the British equivalent. For example: There was a long line of people waiting at check-in. US:line UK: queue 2 He took a one-way ticket from Paris to Mactid, bb It's usually cheaper to travel in the fall rather than the © Take the elevator to the roof-top restaurant. The faucet in my bathroom leaks. @ The guest asked for his check f The price of a round trip is $395, sit. 19. There was only one closet in the room. h Excuse me, could you please tell me the way to the restroom?Speaking Look atthe folowing sts of information. Practise saying the time, gures and calculations aloud For example Box office ‘open daily Mon-Sat from 10 to 10 ‘Tel: 0171 304 4000 (The box office is open daily from Monday to Saturday { from 10 a.m. to 10 p.m. The telephone number is 0171 304 4000. Wr oora exchange Rates + Stering Bayt 2395 4 B iatcster 756 i . Ta « = Switerand SFr 197" . belgium BF 46.00, Netherlands 2.63 “ spain Pta 419400 $_Ther isa.2% conmision charge onal transactions. Sf 4 £25% DM 2,335 DM 56.375 ~2% commission 2% x56375 = DM 1.167 158. 378~ 1.167 = DMS7, 208 l © Listen tothe tape and compare. @ Where People Go Language Focus The definite article This text has no definite articles (the). Put them in where they are needed. HOSTED VILLA HOTELS ‘Today's business people travel extensively as part of their job and stay in expensive hotels. When they go sway they want same comfort as they are used to at home such as en-suite bathrooms, but ina more simple, informal seting. Sea Club Hotel at Cala Rata in Majorea is a hotel that caters for this, ype of client. ie is registered with Tourist Board as a one-star hotel ~ that is ‘equivalent to a youth hostel. Its low rating is because there are no TVs or telephones in rooms, but this is probably most ‘expensive one-star hotel in Spain! All rooms have en-suite bathrooms and are built around a luxury swimming poo. Guests can laze around all day.or take a car to explore istané. Then in evening Sea Club comes into its own, with dinner served at one long table ~ so everyone mixes and gets to know each other This is what makes Sea Club so unique: business people spend thelr lives travelling but don't get to eet locals, yet at Sea Club there are always local people who come into dine and mest guests. (extract fam Letare ender by Vers Ber ubised by Adon Wesley Longman) Are there any places where the definite article Is optional? Where are they? Writing 1 Use these notes to write a short article about how the currency situation in 1995 affected where British holidaymakers went. The original article was published on June 1 1995, Write it as if today was June 1 1995. Currency focwuations = many GB holdmymakero —* courrie buys ere ee eee ry tng 4 Thon OA fae ea od hp os ie VEN 4 AE pT inven artes “Furkey noarty v2 mt share: now 7h “gwivige Favourable currency rat a Goat meals & services x2 607i more Turkish raDeveloping the Topic Reading Read the article and complete the gaps. ‘The number of visitors to Britain last year. ‘The proportion of repeat visitors ‘The number of Japanese visitors Last year's percentage increase in the number of North American visitors: The percentage growth in visitors from the Far East: The number of North American visitors: When the Heat is On It's the season of beat and dust, when the British are at the seaside or abroad, leaving their cultural heritage to tourists. The ancient monuments, palaces, and bistoric streets resemble a new Babylon, ringing with European, Asian and American dialects. Last year, Britain artracced easly 21 million visitors. The trend is steadily upward, but ehe piceure is noc unequivocally good. Tourism is the world’s higgese growth industry, and Britain is facing ever fiezcer competition for tourists’ spending money: “We have been a popullar place to come ro for many yeats," sai Isobel Coy, ofthe British Tousist Authority “Now practically every country in the world is after the courise dollar, whether ie has a small coral reef ot Florence. There is serious competition out there Britain has co concencrace on doing well and there is a lot of room for improvement. Two-thirds of our visors are repeat visitors, which is good, but we must make sure we're offering people what they want — high standards, value for money, and a warm welcome so they continue to come. ‘They come for different things. The Americens and Ancipodeans® are incerested in our common roots and architecture chat is centuries older than theirs. The Russians apparently like Blackpool, the Durch and Germans have discovered the beaches of East Anglia, the Japanese are heading for Wales, the Scandinavians for dhe shops in the North-east, and che Italians to the Scottish Highlands. The North Americans come in great numbers ~ 3.5, million last year, an increase of 4 per cent on the previous yeat. The biggest increase, of 30 per cent, is in visitors from Eastern Europe. But the big groweh marker for tourism, and the fone all che competing resorts and destinations are aiming at, is the Far Fast, showing a growth of 15 per cenc a year. The Japanese have been coming, end continue to come, to Briain in considerable numbers — 599,000 lase year — but ie is such nationalities as che Koreans, the Taiwanese, the Malaysians and che Thais swho hold the future in cheir wallets (Gom TiGuardian) * Amipodeans = Australians and New Zealancers@ Where People Go 2. On this map of Great Britain link the nationalities to the tourist spots. The Scandinavians The Germans Newcastle The Japanese The Dutch North- east “The Russians — The tallans 3. Answer these questions: ‘a. Why must Britain fight to maintain its tourism growth? b According to the article, whichis its biggest potential growth market? ‘c What needs to be done to persuade more people to visit Britain? © Listening 2 Now listen to Signor Pain ofthe Sicllan Tourist Board talking about tourism in Sicily and how the regional goverment Is tying to Improve the Industy there. Pentca toate Where tourists come from I Why tourist choose Sicily | Current trends and future developments | feneisaneoe eect Writing 2 Use your notes from Listening 2 to write a report on tourism in Sicily. aTravel Agents Revision Language Focus ‘Asking questions and question tags Rowrite these sentences in the correct order. you me is where can tell the station? to Florida you do any know are there cheap if fights? please this frm you infil could? ask mind do some you i | you questions? 4 derk you would mind i free until waiting? you me the brochures are show winerewinter-sun can? when leaves the tain next to know would! like tell me you spend to could much how you wish? Rewrite these to make them more polite: For example How old are you? —* Would you mind telling me your age? ‘When do you want to g0? How many people are there in the group? How are you paying? Repeat that! | must check the deta. Spell that for me Give me a deposit Fill this form in. Complete this conversation between a client and a travel ‘consultant: CH ike to spend a few days in Rome Te: Can you sve Wher ? Next month, sometime after the 15th Te: Fine. And could how long C:__tdepends onthe price but preferably forfour nights TC: Well, we have some very good offers at the ‘moment. Will alone? No, with my partner. Tc: Well, if you take this three-night package to the Flora Hotel it's only £345 per person, for two people sharing a dauble roam with shower. Let ‘the brochure. Question tags In this exercise the travel consultant is checking some. Information, but she makes a lot of mistakes! Write the questions she asks. The first has been done for you as an example. TC: Your name is Mr George Brown, iene? c No, its Mr Huw Brown, Te: English?) ¢ No, I'm Welsh. Te So, (Welsh passport?) c: No. I've got a British passport. Te: And your address... (44 Stoneybrock Drive, Cardiff?) C: No, not exactly Its 444 Sunny Brook Drive, Cari. Te And. (2 twin room with bath?) No, we woul lke a double room with a shower. Te: (for three rights?) No, well be staying for four nights.@ Travel Agents Speechwork Writing 1 Intonation in questions ‘Z__Using the notes below, write the letter of confirmation to ‘Say these questions, then compare your intonation with the ‘Mrs Pinotti. speakers on the tape. Name of client: Mrs Pinotti ‘2 Good moming, how can I help you? b Would you like a double room? € Canyou tell me whether you wil require full Bard? wa f 4 Do you know when you willbe able to confirm the flight? ‘Can you give me your wife's maiden name? ae 1 Would you mind repeating that? : 3 ft ee eect ATUNTC HOWE HAGENCK ANIL HAROS HEATH WAST UNE HIN Mist 8, carl Stow Listening 1 Herne Bay [Mrs Pinot is ringing a travel agency. - ae z f Listen to the conversation and complete the booking form. F aa Ms Frat | E ' i {Sign your named Does aon bene. Assistant travel consultant Price per night: sermmmrmmret Thank Mrs Pitt for telephone enquiry of dated 2. Say what you have booked. | Besin with “In accordance with | your instructions” t 2 Tel er that he mus pay the Bl t | within 48 hours by credit card to confirm the booking Begin with "Payment by credit card" 4 Thank her for using your firm. 5 End the letter & Write the salutation. eT 2BDeveloping the Topic Listening 2 YoU work for a large travel agency and ae attending training sesion on sling techniques © _usten and fil in the gaps. The text below is not identical othe tape) = sales conversation is different from an ordinary conversation because it has an (a) which is to \ | o the product, There are td Stages or elements In a sales conversation, which ae | apport auesioningpreseraton ana Rappor isthe (@) Which bul up between the sls asstant and the clent tt needs to be established before svn ca take place We question the cent in order to find the ype of he or she requires. There ae types of quests which are @ and questions. An open question begins witha) word, With these kinds of questions you can lear what the Duar and (M)-rerve needs of your cent ae. You wl discover the n) needs by asking quesUons such ss “Who wl be waveling? When do you want to travel) -u-.needs are ealered fr with questions suchas “1 aoe cae When you have discovered your client's needs you must then establish his of er (F) ou. ; these fall into four main bands. The fists (6)... and deals wth the spec () the second isthe (0 ssi 0) sonar Til there's the question of and fourth ithe | wo OF) enssa When they ea tate Reading 1 F_ Read another extract from the training session talk and complete the gaps with a suitable word of words. Selling Techniques Before beginning the (a)... stage you shoulé always (b) the information and (e) the facts. Then present the holiday you wish to sel. Remember that when presenting the (a) «the particular hol- ay, that the clients not buying the (e) but what it can do for them. For instance, the cent who buys a two-week holiday in a hotel in ibiza is not buying the hotel bedroom so they can admire the wallpaper but because tis near the beach, ithas the (9 vm they Need to help them relax for two weeks ‘So match the client's needs with the holiday on offer, and concentrate on the (9). the facilites which the lent requires. You may choose to show the client a hotel which has a whole host of (h) . but do not | draw their attention to all of them. it will only confuse. Instead, concentrate on those that will appeal to the client, those that you know they want or would like. In order to make the product sound attractive and appealing, ideally suited to their be selective. If you include () information they may feel that this holiday i ‘ot suitable for them afte al. So present the features in the brochure as benefits. A (k of a hotel is that itis only 200 metres from the beach. While a) to the client isthe fact that they can get to the beach easly as it is only 200 metres away. By personalising the product inthis way you create a desire inthe cient to buy the product. tis not suficient ust to read out the faces that a cient requires oUt of the (M1. However should be referred to. But do not read it out to the cient; rather talk about the benefits to them 2s you Point to photos ofthe hotel, the price charts, the temperature grids. Use it as an aid Then once the client shows signs af (n) . of desiring to buy, you should stop selling and (0) the sale. Remember that once the client agrees to the sale they are showing commitment. van : é ehReading 2 © Travel Agents Every week the Travel Trade Gazette visits several travel agencies in a particular town and asks for the same information. It then awards each agency points. Look at the request. Answer these questions: Where do the couple want to go? Where don't they want to go? ‘A cheap, late-summer holiday for a young couple who have been to Spain for the last four years but now want an alternati ._4 destination with a fair amount of sun. Not too quiet ~ but no lager louts. 1 Woodcock Travel, Bridge Street 3 Co-op Travelcare, Eastgate {A spacious corner site witha range of interesting window displays ‘A clerk suggested the Spanish islands but the client asked for other ideas. Southern Greece and Cyprus were thought suitable. The ‘lerk discounted Malta for its poor beaches and Portugal as being too family-otientated. She handed out Freespirit, Olympic Greece and Olympic Cyprus. Asked about prices, the clerk said these ‘were clearly shown in the brochures, Resorts? The customer was again advised to refer to the brochures. The clerk was obviously under pressure in a busy agency but the approach was still too sketchy: 2 Ilkeston Co-op, Bridge Street Sited in a department store, the exterior of this well-stocked agency was limited to a small poster and a sign. A clerk suggested Greece or Turkey. She looked at Cosmos deals to Corfu. A September departure to Sidati was too expensive at £427. Pefkos ‘on Rhodes and Aghios Nikolaos on Crete were also examined. The clerk tried to contact Sunset but the line was busy. She said she ‘could continue to try during the day and could contact the client when she had details, Details about accommodation, prices anc availabilty were printed out. The clerk had a strong knowledge of ‘operators and used viewdata to good ellect. 4 Thomas Cook, Bridge Street A welldesigned window display featured flights, villas and European holidays. The spacious agency had a very good and easily accessible brochure range. A senior clerk sad that despite recent price rises, Turkey was still good value. Opening FreespiritTurkey, She indicated the comprehensive resort descriptions and said ‘Marmaris was a particular favourite. The clerk said Kusadasi was also good value for money, Her other choice was Greece. She again used a Freespirit brochure to analyse Sida, Ipsos and Dass. ‘on Corfs. Tsilivi on Zakynthos, Tingaki on Kos, and Rethymnon and Hersonissos on Crete were also recommended. Location, ‘prices and weather detals for each resort were checked thoroughly. Villmar Holidays was also suggested for Greece. A mature and considered approach, coupled with destination knowledge and enthusiasm, resulted in several excellent solutions. ‘A young clerk checked with a colleague who said that nowhere ‘would be too overrun after mid-September. She recommended the Spanish islands but the client repeated that an alternative 10 Spain was requested. Crete and Turkey were suggested. The clerk also said Turkey was becoming popular. Sunworld, Freespirit ‘Turkey and Thomson Simply Greece were handed out unopened, Asked to suggest resorts on Crete, she referred the customer to the brochure. Average prices? The clerk again advised the client to read the brochures. sketchy approach meant that the potential of ‘well-chosen material was lost. (from Trove Tade Goratte) J 2 [SERVICE (max. 45) 9 |O SHOP APPEARANCE (max. 25 USE OF MATERIAL (mas. 15) 14 CUSTOMER REACTION (mox. 15) 12 TOTAL 90 b | SERVICE (max. 45) a |O SHOP APPEARANCE (mex.25) 25 USE OF MATERIAL (max. 15) 4 CUSTOMER REACTION (max.15) 12 TOTAL 65 3 SERVICE (mar. 45) vw |O SHOP APPEARANCE (max,25) 24 USE OF MATERIAL (max. 15) 3 CUSTOMER REACTION (max. 15) 13 TOTAL 59 | SERVICE (max. 45) u SHOP APPEARANCE (mox.25) 2? USE OF MATERIAL (max. 15) 4 CUSTOMER REACTION (max. 15) 14 ‘TOTAL 82 Fy2 '@ Read about the four travel agencies and decide which agency dealt with the couple's request most satisfactorly, 1b Match the tables of results to the travel agencies by wilting the correct numbers in the boxes. 3. Answer these questions about Woodcock Travel 8 Why did the clerk consider Malta and Portugal to be unsuitable? b Where did she suggest the clients might like to go? € How did she describe the resorts? 1d Why was her approach too sketchy? 4 Answer these questions about Ilkeston Co-op ‘a. Which places did the clerk recommend? b How did she use the brochures? © What did she check? 4 What qualities did she possess? 5 Answer these questions, using the information in Listening 2 and Reading 2. ‘2 What did the clerks in Thomas Cook and Woodeack Travel o wrong? b What advice would you give to the young clerk in Thomas Cook? Vocabulary Compound adjectives 1 Look at the texts in Reading 2 and find the compound adjectives which mean: aa good choice forthe famiy «with plenty of materia 4 effectively planned and organised 2 In the text about Ilkeston Co-op we know that the writer preferred this agency to the others by his use of adjectives. He describes the agency as spacious, the approach as, mature and considered ‘Make a list of other positive adjectives used. Writing 2 You work as a travel consultant for Creative Destinations, ‘You have received a fax from a man enquiring about holidays for himself and his wife to the Portuguese island of Madeira, Reply to the fax, asking for the information you need, before you can recommend a suitable hotel or a package. To: Mr Parkins pate No of pages Re: Information on holidays to Madeira oor tr patina, Tank you for’ your fax. We pave several Dalen bovele in Yedaire oem in oo Slivinctasive packages and in oi tmcpeden: nveller selection. However, 20 that T cst ce recommend the best holiday for yous T eu could give ne sone could egprecione 16 46 3 et iimetion by enovering the followiog questions: