Compiled by: ThS. ÑOÃ THÒ HOA QUYEÂN

TOÅNG LIEÂN ÑOAØN LAO ÑOÄNG VIEÄT NAM
TRÖÔØNG ÑAÏI HOÏC TOÂN ÑÖÙC THAÉNG
PHOØNG THCN & DN
ENGLISH
FOR
TOURISM 2
Compiled by: ThS.
Internal publishing
- HCMC, June 2010-
1
ÑOÃ THÒ HOA QUYEÂN
Content
Unit 1: Destination and tourist attractions ....................................1-10
Unit 2: Tour planning........................................................... 11 - 17
Unit 3: Tour operation - execution ......................................... 18 - 25
Unit 4: Local tour.................................................................. 26 - 30
Unit 5: Other local tour ......................................................... 31 - 36
Unit 6: Outbound- The custom regulations ............................ 37 - 40
Unit 7: Car hire .................................................................... 41 - 47
Unit 8: Alternative holidays and adventure holidays ............... 48 - 51
Unit 9: Business traveller, conferences .................................. 52 - 57
Unit 10: Health and Safety....................................................58 – 62
Tapescripts
References
2
UNIT 1
DESTINATION AND TOURIST ATTRACTIONS
A- WARM UP
I- Do you know these famous attractions? Match these pictures with the words below
a-bridge
b-rock
c-tower
d-hill
e-grotto
f-waterfall
g-imperial mausoleum
h-citadel
i-gongs festival
j-national park
k-theme park
l-terraced field
1
2
3
4
5
6
7
8
9
3
10
11
12
II – Match the picture with the places in Vietnam below. There is more one choice
a- Nam Cat Tien
b- Dalat
c- Daklak
d- Hoi An
e- HoChiMinh City
i- Sapa
f- Hue
j- Phu Quoc
g- Ha Long
B- PRONUNCIATION
The schwa /ә/ and /i/: unstressed vowel sound.
1- Listen to the poem. Circle the words which rhyme
Mr. Porter loves his pasta
No one else can eat it faster
Mr. Porter’s sister Rita,
Buys the pasta by the metre
Mr. Porter’s older daughter
Boils it all in tubs of water
2- In each sentence or phrase there are two vowels
which are not /ә/ . Listen and circle them
a- from Canada to China
b- The parrot was asleep
c- The cinema was open
d- The photographer’s assistant
e- A question and an answer
f- A woman and her husband
g- A pasta salad
h- Nha trang
The /
ðә ( before consonant)
shut the door / ∫٨t ðә d‫כ‬/
ði ( before vowels)
wait for the end /weit fә ði end
and /ænd/
әn( sometime n after t,d,s,z, ∫)
come and see/ k٨m әn si:/
fish and chips /fi∫ n t∫ips/
but /b٨t/
bәt : it’s good but expensive
/it’s gud bәt iks pensiv/
That /ðæt/ has weak form/ðәt/
when used in a relative clause
At /æt/ in final position
What’s he shooting at?
/әt/ I’ll see you at lunch
For /f ‫כ‬:/ in final position
What’s that for?
/fә/ before consonant
/fәr/ before vowel
Strong form in final position “
to “ of, can, from,to,as, shall”
(Extracted from exercise 7- English pronunciation in use, English phonetic and phonology-Peter Roach)
3- Underline the schwa in these words. Listen and check
Advice
cousin
machine
recognize
problem
Similar
tonight
adventure
(Extracted from unit 6- Know how 2)
C- LISTENING
4
I- When we look at the movement of tourists (tourist flow), there are three types of
tourism. Match them with their definitions.
1. domestic tourism
a- people leaving their country to take holidays
2. inbound tourism
3. outbound tourism
b- people taking holidays in their own country
c- people entering the country from abroad to take holidays
II- Where does tourist go?
1-Listen to the numbers. Which one do you hear?
a- 19,000/90,000
b. 18 million/80 million
c- 13.5/30.5 d- 15/50
2- Listen and complete the table
Position
Country
Number of tourists
1st
2nd
3rd
4th
5th
6th
7th
8th
9th
10th
(Extracted from listening task, unit 2, tourism 1- Keith Harding-)
3- Fill in the missing information on this departure board.
Destination
Flight No.
Gate No.
Edinburgh
Super Shuttle
Boarding
BA 838
Checking in
Dublin
Flight information
6
Athens
4- Listen to people suggesting places to visit. What is the famous about each place?
Check the answer.
1- City park: a) Cultural events b) botanical garden
2- Art museum
a) French paintings b) Japanese art
3- Zoo
a) snake house
b) elephants and lions
4- City hall
a) Mayor’s room
b) art collection
(Extracted from national certification- Listening skill- level B- Le Huy Lam)
D-VOCABULARY
5
Fill out the table below as example:
Harbor
Campsite
castle
damp
countryside nightlife
music festival
concert
metro
waterfall
art gallery temperate
Chilly
heritage
pagoda
coastline
inn
Climate Natural
feature
Built
attractions
Events
Food, drink,
Accommodation
entertainment
transpor
t
Rainy
Cathedral
Carnival
Restaurant
Train
Beach
Hotel
READING
The Balearic Islands
Floating between Spain and the North African coast, the Balearic Islands offer the
perfect location for a fantastic holiday. There are four main islands for you to choose
from, each with their own special atmosphere.
The gorgeous climate boast more than 300 days a year of guaranteed sunshine, making
the islands the ideal setting for a beach holiday. The long hot summer stretches form
May to October, with temperatures around 27oC – just right for relaxing and getting a
tan.
The islands offer a number of attractions for tourists. Sun-seekers will love the
fabulous beaches. Fun-seekers will enjoy the exciting nightlife – the clubs and discos
of Ibiza provide plenty of entertainment for young people. But there’s more to these
islands than sun and fun. You can also enjoy wonderful architecture. (The Gothic
cathedral at Palma is well worth visiting), hilltop villages, olive groves, great food, and
hidden beaches. You can take a relaxing fishing or sailing trip, or go to one of the
many festivals. If you go in June, don’t miss the spectacular Fiesta of San Juan at
Ciutadella on Minorca.
Whatever you want from a holiday, the Balearics will help you find it.
Focus on the verbs and fill out the table below:
Climate
Geography
location
Natural feature
Reading 2:
6
Main attractions Others
Pre-reading:
Is tourism always beneficial to the people of the host country? What drawbacks might
there be for a country which is heavily dependent on tourism? How might tourism
affect traditional ways of life?
Skim and scan:
Tick those the author mentions in the reading
a-  Property prices have gone up
b-  Native burial grounds have been dug up
c-  Traditional ceremonies have been commercially exploited
d-  Hawaiians no longer speak their own language
e-  Hawaiians have had to move from their lands in order to make way for tourist
facilities
f-  Street crime is on the increase
g-  The fishing industry has suffered as a result of tour-boating
Aloha! Welcome to paradise
Tourism has meant an invasion of all that is sacred to our
people. Our culture has been turned into a “hula marketing”
campaign. We are romanticized, to appeal to the fantasies of
world travellers. Popular images show smiling, flower
adorned girls and hula dancers, exotic moonlit feasts with
natives serving hand and foot. This kind of marketing and promotion perpetuates racist
and sexist stereotypes that are culturally inappropriate and demeaning. It sells an
artificial cultural image with complete disregard for the truth. Meanwhile the ground is
literally cut away from beneath us.
Last year, on the southern shores of Kauai at a development site called Keonaloa, a
well-known ancient Hawaiian burial ground was excavated to make way for a
condominium resort project. Community opposition saved one acre to relocate all the
graves excavated from a total of 22 acres of burial grounds incorporated into the
planned resort and will be used as a marketing feature of the development.
Native Hawaiians will continue to be angered at such disregard for sacred sites and the
bones of our ancestors, whose spirits will be further desecrated by the inquisitive stares
of flocks of tourists.
On Maui Island, at a place called Honokahua, a developer’s excavations unearthed
over 1,100 intact burial bundles, wile local community groups protested in anger. It
took mass demonstrations before the developer stopped. Elsewhere we have not been
so lucky, losing a Supreme Court ruling to prevent drilling on religious sites.
7
Hawaiian families and communities who have lived for generations in a particular
valley or along a river are still forced out by a proposed golf course or hotel. Recently
this happened to families in Hanna and Maui, as well as to farming communities in
Maunawili and Waianae on Oahu. Displaced Hawaiians commonly find their way to
remote beaches only to be evicted later. Crowded beaches and commercial tourboating threaten shoreline fishing through noise or chemical pollution. Tourism is
cutting the ties between native Hawaiians and our land, culture, tradition and lifestyle.
As it gets more difficult to continue out traditional ways of life Hawaii becomes more
and more dependent on an already uncertain and overdeveloped tourist industry.
(The new internationalist July 1993)
Comprehension
1- Write the number of the paragraph which contains the following information
a- A tourist resort has been built on a sacred Hawaiian burial ground
b- Tourism has forced Hawaiians to abandon their traditional ways of life
c- The host culture is presented to tourists in ways which degrade the country and its
people.
2- What is “hula marketing” why is the author critical of it?
3- In what ways have the religious beliefs of native Hawaiians been disregarded by
tourist development? How have some Hawaiians demonstrated the way they feel about
this disregard for their culture?
4- Select the collocations (multi-word expressions) in the text which are used instead
of the descriptions on the following page.
Description
Collocation
A law passed by the Supreme Court
A Supreme Court ruling
People representing different local communities
A project to build a resort composed of condominium
Collections of human remains which are untouched
Girls who are covered with flowers
An unreal representation of a particular culture
Boats used to take paying passengers on sight seeing
trips
Traditional local meals which are held at night in the
open air
(EXTRACTED FROM TOURISM – NEIL MCBURNEY)
VOCABULARY
I- Architect feature
8
Match the pictures of architectural features with the glossary of terms
Glossary
Joist timber or steel supporting for the Bracket right-angle support projecting
ceiling or the building
from the wall , holding a shelf
Portal
a large impressive door or Cupola a roof having a rounded form ,
entrance
hemispherical form or near so, lantern
Arch curved structure with straight sides, Dome round roof on a building
often supporting a bridge or the roof of a Minaret
tall, thin tower, usually
large building
forming part of a mosque.
Column tall, solid vertical post made of Obelisk a tall pointed stone column with
stone supporting or decorating a building four sides, put up in memory of a person
or standing alone
or an even
Rotunda round building; especially, Tower tall, narrow building, or part of a
one that is round both on the outside and bulding,either square or round
inside
Vaulted ceiling decorated roof made
Façade the front wall of a large building from a series of arches joined together
that you see from the outside.
Lattice ceiling strip crossing each other
Spire tall, pointed tower on the top of a with square and diamond-shaped spaces
church
left between, forming network
1
2
6
3
7
4
8
9
5
9
10
11
12
13
14
II- Add one of these words to the word group listed below
Construct
granite
statue
long
show
15
alongside
1- high,wide,thick ………………………
2- underneath, in front of, ……………….
3- depict, represent, ………………….
4- build, erect, ………………………….
5- marble,stone, ………………………..
6- carving, sculpture, ………………….
III- Match the descriptions of things you find at attractions in A with the words in B
A
B
1. The art of moving a lifelike figure or person by electronic means a. Period costume
2. A written board that gives directions and distances
b. Animatronics
3. Repeating the actions of a past event
c. Audio-tour
4. Activity in which you take the part of someone else
d. Activity sheet
5. Exhibition of models of people (not moving)
e. Re-enactment
6. Piece of paper to write down answer to questions as you visit an f. Role-play
attraction
7. Clothes from the past
g. Signpost
8. Recorded description of an attraction
h. Waxworks
IV- Underline the correct adjectives to fill in the blanks.
1- The _ pyramids at Teotihuacán are an important tourist attraction (ancient/traditional)
2- The __ western greeting is a handshake (traditional/old)
3- There are many fine restaurants serving ____ food (delicious/ beautiful)
4- It’s a ___ city full of nightclubs and bars.( peaceful/lively)
5- On weekends the beaches are always very ____. (crowded/famous)
6- One of the most __ temples in Kyoto is the Golden Pavilion.( famous/main)
V- Match the adjective with the words on the right
1. quiet, peaceful,wonderful
 service
2. double, air-conditioned, comfortable
dance club
3. excellent, delicious,hot
 beach
4. lively, modern, crowded
 room
10
5. interesting, ancient, historical
 tour
6. excellent, efficient, fast
7. interesting, tiring, fascinating
 ruins
 person
8. famous, friendly, helpful
 food
(Extracted from AT YOUR SERVICE- Trish Stott)
READING
I- Read the descriptions of the building and answer the question
1- Which section describes the use and function of the building?
2- Which section describes when and why it was built?
3- Which section gives some detailed description?
4- Which section gives a general physical description?
Notre-Dame cathedral
The cathedral of Notre-Dame was started by Bishop de
Sully in 1163 and work continued for nearly 200 years. It
was completed in 1345. The cathedral is dedicated to the
Virgin Mary and stands in the centre of Paris on eh Ile-dela-Cite.
It is undoubtedly the finest example of French gothic
architecture. The twin towers are a famous feature of the
Paris skyline, and are 69 meters high. The spire, which was added in the 19th century, I
90 meters high.
The façade is the most striking part of the building. The three portals are adorned with
remarkable stone sculptures, including the last judgment. The rose window in the
façade was built over 700 years ago and is magnificent.
The cathedral is still used for regular church services as well as special occasions. The
vast interior can accommodate 9,000 people. French road distances are established
from the 0 km point located on the square in front of the cathedral entrance.
(Extracted from reading – Tourism – Keith Harding and Robin Walker)
II- Read the descriptions of Chinese architectural features and answer
1- What section describes the special feature in Chinese architecture?
2- What section describes the decorative roof and ceiling in Chinese architecture?
3- What section gives detailed description?
Ancient Chinese architecture is mainly timberwork. Wooden posts, beams, lintels and
joists make up the framework of a house. Walls serve as the separation of rooms
without bearing the weight of the whole house, which is unique to China. As a famous
saying goes, 'Chinese houses will still stand when their walls collapse.' The specialty
of wood requires antisepsis methods to be adopted, thus develops into Chinese own
architectural painting decoration. Colored glaze roofs, windows with exquisite
11
appliqué design and beautiful flower patterns on wooden pillars reflect the high-level
of the craftsmen's handicraft and their rich imagination.
Chinese imperial roof decoration or roof
charms or roof-figures was only allowed on
official buildings of the empire. Chinese
roofs are typically of the hip roof type, with
small gables. Variant versions are still
widespread in Chinese temples and has
spread to the rest of East Asia and parts of Southeast Asia.
In traditional Chinese architecture, every facet of a building was decorated using
various materials and techniques. Simple ceiling ornamentations in ordinary buildings
were made of wooden strips and covered with paper. More decorative was the lattice
ceiling, constructed of woven wooden strips or sorghum stems fastened to the beams.
Because of the intricacy of its ornamentation, elaborate cupolas were reserved for the
ceilings of the most important structures such as tombs and altars, although it is not
clear what the spiritual beliefs of the early Chinese were, as alters appear to have
served as burial sites.
In traditional Chinese architecture roofs and ceiling, like the other structural elements,
were constructed without nails, the layered pieces of the ceiling are held together by
interlocking bracket sets .Elaborate wooden coffers bordered by a round, square, or
polygon frame with its brackets projecting inward and upward from its base were used
around the 7th century. Deeply recessed panels shaped like a well (square at the base
with a rounded top) were fitted into the ceiling's wooden framework. The center panel
of the ceiling was decorated with water lilies or other water plants.
(Extracted from internet)
SPEAKING
Choose the tourist attractions in Vietnam to describe and decide how it could be made
more exciting, entertaining and ‘brought alive’.
Words list
Acre(n)
mẫu Anh, = 0.4 hecta
Adorn(v)
trang trí, tô điểm
Aplique (n)
vật trang trí
Beam,joist,lintel (n) xà,dầm nhà
bracket(n)
rầm chìa
Campaign(n)
chiến dịch
coffer (n)
bảng trang trí, trần nhà
Community (n):
cộng đồng
Flock(n)
Hula
Inquisitive (adj)
Intact (a)
Intricacy (n)
Invasion (n)
Lattice ceiling :
Minaret (n)
12
đàn, bầy, số đông
vũ điệu hula của người Hawaii
tò mò , tọc mạch
không bị ảnh hưởng, thay đổi
tính phức tạp
sự xâm phạm, tràn lan
trần dạng lưới mắt cáo
tháp ở giáo đường Hồi giáo
Condominium(n) :
chế độ công quản
Cupola(n)
vòm, đỉnh vòm
Damp:
ẩm ướt, đầm lầy
Desecrate (V)
mạo phạm, báng bổ
Disregard(v) coi nhẹ, thiếu quan tâm
Dome :
mái vòm
Evict (v)
đuổi ai ra khỏi,.
Excavate (v) đào,khai quật
Exotic(a)
kỳ lạ, đẹp cực kỳ
façade (n)
mặt tiền tòa nhà
Feast(n)
lễ hội, yến tiệc
nail (n)
Obelisk (n)
Olive grove
Perpetuate(v)
Pillar = column:
Protest(v)
recess (v/n)
Rotunda (n)
Sacred(a)
Spire (n)
Supreme Court (n):
13
đinh
đài kỷ niệm, tháp
rừng olive
duy trì, làm cho nhớ mãi
cột
phản đối , quả quyết
phần lõm vào
nhà tròn có mái vòm
long trọng, linh thiêng,
ngọn tháp
tòa án tối cao
Unit 2
TOUR PLANNING
WARM UP
1- You are going to prepare a five day
tour of our country. To do this, what
will you need to make decision about?
2- Have you ever been to Sapa? If so,
what was it like? If not, would you like
to go there? Why? Why not? What
famous tourist sights are there in
Sapa?
READING
1- You are going to read and ask questions about the itinerary of a Sapa trip. Work in
pair and decide what questions you need to ask in order to find out the missing
information.
2- What are the abbreviation of Arr., Dep.?
Test A
Day 1: HoChiMinh - Hanoi
Arr. NoiBai Airport around 10am. Check - in hotel to
relax at leisure. In the afternoon , enjoy a half day city
tour. seeing the Ho Chi Minh Complex, containing the
mausoleum of the nations founder Ho Chi Minh, the
Presidential Palace and the Ho Chi Minhs house on
stilts. The complex also comprises the One Pillar
Pagoda, whose origins date back to the foundation of Hanoi. The next stop of our trip
is the impressive ________, dedicated to Vietnams 54 ethnic minorities, some of
which we will see on our forthcoming days. We also visit the ______and the peaceful
lake of Hoan Kiem with its sacred temple. The reminder of the day is free for your
own exploration of Ha Noi until transferring to the rail way station for a _______ train
to Lao Cai. The train conditions are very basic however we will travel in soft sleeper
class which is compartment for ________ passengers. Overnight on train
Day 2: Ha noi – Sapa
The train arrives in Lao Cai at around 5.00 am. Meet and
transfer to Sapa (38km), the former hill station
discovered by the French at height of _________ above
sea level Check-in hotel to relax at leisure. In the
afternoon, soft trek to Ham Rong mountain and
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village______ waterfall in Catcat and the nice landscapes of green forests and
mountain and fresh atmosphere here. Back to Sapa by motorbike.
Day 3: Trekking & Homestay (Breakfast/Lunch/Dinner)
After having breakfast, start trekking uphill to Y Linh Ho
and _______ Valley through rice paddies and small hamlets
to study life of hill tribes here. Communication exchange
with local people in _______ village. After having picnic
lunch carried by the tour guide, continuing trekking through
villages and rice terraced fields to Ta Van village settled by
________ethnic minorities. Enjoy 1 night homestay with a
local family and delicious food cooked by the tour guide.
Day
4:
Trekking
&
Back
to
Sapa
-
Hanoi(Breakfast/Lunch)
Waking up early morning to enjoy cool mountain air and
bird singing. Trekking uphill to many terraced paddies and
through bamboo forest, going down to Giang Ta Chai village
of _______ people. After a short village tours, coming back
to the main road where jeep awaiting you to transfer back to
Sapa. At 16.00, Transfer to Lao Cai railway station to catch night train back to Hanoi.
Day 5: Hanoi- Ho Chi Minh
There is free time for you to relax or further explore Ha Noi. The trip ends after your
transfer to Noi Bai Airport for dep. to Tan Son Nhat airport.
Reading 2
Look at the pictures and read the profiles of the tour
operators. Decide which picture goes with tour operator
Anglo- Global Holiday plc
Specialists in holidays for young people ( teenagers and
students).Incoming groups and individuals are offered a
full package of sightseeing activities, and contacts with
local youngsters, under the guidance of experienced youth
workers.
Brit- Tours ltd
Deals in large volumes of group, specializing in complete
incentive programmers plus special – interest groups and
business conferences.
15
Blue Skies Travel ltd
Providing entertainment in rural hotels or
homestay.Also, Blue Skies offer tourists
insight into the impact of human beings on
the environment, and to foster a greater
appreciation of our natural habitats
Customtour ltd
Custom-made itineraries, designed to meet
the needs of both groups and individuals.
Specializing
in
special-interest
tours,adventure tour such as trekking,
kayaking etc..
Cultural tour ltd
Specialists in the holiday for the tourists
who are interested in the social events,
festival, or cultural concern. The coach
travel, accommodation and experienced
guided tours are included.
( adapted from High Season)
PRONUNCIATION
I- Listen to a conversation and circle the weak form of words in the sentence
1- A: How long have I come for? for a month? Why have I come? oh… for some
sunshine. For the sea. For some good food. For the wine. For a bit of excitement, I
suppose. Why did you come?
B: For the money. I work here.
A: Not all the time, I hope.
2- A: Last year it was at a restaurant. The year before, it was at an expensive hotel, and
the year before that, it was at the factory itself – in the canteen. And that was the best
party, I thought.
B: Yes, but that was at the time when your wife was in charge of the canteen!
( exercise 29,39- Elements of pronunciation)
II- Fill in the blanks, taking care to use the appropriate form of the weak form be
1. I want her to park that car over there.
……………………………………………
16
2. of all the proposal, the one that you made is the silliest
………………………………………
3. Jane and Bill could have driven them to
and from the party
………………………………………
……………………………………..
4. To come to the point, what shall we do
for the rest of the week?
…………………………………………
…………………………………………
5. Pedestrians must always use the crossings
provided for them
…………………………………………
………………………………………..
LISTENING
1- Listen to Begona describing one of the
tourism she organizes. Tick  the places the
Some
Strong form /s٨m/ : before a countable noun,
meaning an unknown individual”
I think some aninmal broke it
Or in final position: I’ve got some
Weak form /sәm/ before uncountable noun -> Have
some more tea
There
Strong form /ðeәr/ before vowel-> demonstrative
function
There it is/ put it there
Weak form/ ðә/ before consonants
There should be a rule
Do
Weak form / dә/ before consonants
Why do they like it?
Strong form /du /before vowel, in final position
Why do all the cars stop
Does/dәz/
His
Weak form /iz/ before a noun
Her
Weak form /ә/ before consonant, /әr/ before vowel
Your
Weak form /jә/ before consonant, /jәr/ before vowel
He
Weak form /i/ except at the beginning of a sentence
tour visits and the activities the tourists can
do
Place
Activities
 Began
Rent a bicycle
 Bago
Spend some time at the beach
 Inle
 Mandalay
 Ngapali
 Sittwe
 Thailand
 Thandwe
 Yangon
Visit a school of Buddhism
Go trekking in the mountains
Practise yoga
Visit the city’s floating markets
Visit some of the many temples
Go horse riding
Visit the capital city
(Extracted from tourism 1- Robin Walker and Keith Harding)
2- Listen to George Webber who works for a large tour operator about
“feminization trip” and answer the questions below:
1- What is a familiarization trip?
2- Who pays for farm trips?
3- Listen to Diane Maclenna about choosing a hotel for incentive tour. An incentive
tour is a reward or an encouragement for people who have done good work for their
company. Then try to guess what kind of hotel her groups look for?
17
4- Listen again and fill out the blank
a. Diane depends upon her __________ to help her recommend appropriate hotels for
her clients.
b. Diane’s clients usually make an ____________ of the hotels she has recommended
c. It is ___________ for her to visit fourteen hotels in one day.
d. For her groups, the three most important areas in a hotel are the __________, the
____________, and the _______________
e. Hotels keep Diane up-to-date by _______________ and by __________
f- Trade magazines are useful for information about ______________
g- To meet people in the industry she goes to ____________
h- Diane ____________ inspects the hotels she recommends
(Extracted from listening task of HIGH SEASON)
SPEAKING
It takes a lot of careful planning, negotiating, administration, and marketing to put
together a new tour programme. You are going to put together a summer holidays
brochure featuring twenty to thirty hotels in different provinces in Vietnam. Decide in
what order it will be best to do each stage listed below. Explain the reason.
a- estimate the exact selling prices based on exchange rates
b- Negotiate with airlines and hotels
c- Decide on destinations, hotels and capacity, duration of tours, and departure dates
d- Finalize the reservations system
e- Sign contracts with hotels and airlines
f- Send first tours to resorts
g- Distribute promotional material to agencies including brochures
h- Start production of brochure
i- make an in-depth comparison of potential destinations
j- send final tour prices to printer
k- identify a likely selection of countries, resorts, and hotels
l- start advertising
(adapted from activities task in High Season)
Word study
Put each prepositional phrase in its correct space in the sentences below
a. in the process of
g. with a view to
b. on behalf of
h. in accordance with
c. under the guidance of
i. in response to
d. in addition to
j. in view of
e. in terms of
k. with reference to
f. in the event of
l. in payment for
18
1. ……… our telephone conversation, I am writing to confirm our order.
2. ………. the hotel, I would like to wish you a Happy New Year. (The manager)
3. All our sports acitivities are organized ………… a fully qualified instructor.
4. ………. rain, the party will be held in the conservatory.
5. ………. your instructions, we have rearranged the meeting for later in the schedule.
6. ………. language skills, a resort representative must have good interpersonal skills.
7. .The company has recently purchased some adjoining land…………….
8. ……… your recent enquiry, I am pleased to inform you..
9. ………..the current economic situation, we can expect fewer visitors this years.
10. The hotel has had some bad reviews but …………. Sales, it has been very
popular.
11. We are …… negotiating a new contract with our tour operator.
12. I enclose a cheque …………. our accommodation.
(extracted from High Season)
WRITING
Make a 3- day tour planning for the tour HoChiMinhCity - Nhatrang . You should
consider your customer to set the price for the tour.
Reference for reading and speaking: work in pair
Test B
Day 1: HoChiMinh - Hanoi
Arr. NoiBai Airport around 10am. Check - in hotel to
relax at leisure. In the afternoon , enjoy a half day city
tour. seeing the Ho Chi Minh Complex, containing the
mausoleum of the nations founder Ho Chi Minh, the
Presidential Palace and the Ho Chi Minhs house on
stilts. The complex also comprises the ____________, whose origins date back to the
foundation of Hanoi. The next stop of our trip is the impressive Ethnologic Museum,
dedicated to Vietnams 54 ethnic minorities, some of which we will see on our
forthcoming days. We also visit the Temple of Literature and the peaceful lake of
Hoan Kiem with its sacred temple. The reminder of the day is free for your own
exploration of Ha Noi until transferring to the rail way station for a night train to
________. The train conditions are very basic
however we will travel in _____ sleeper class which
is compartment for 4 passengers. Overnight on train
Day 2: Ha noi – Sapa
The train arrives in Lao Cai at around _______. Meet
and transfer to Sapa (38km), the former hill station
discovered by the French at height of 1.600 m above sea level Check-in hotel to relax
19
at leisure. In the afternoon, soft trek to Ham Rong mountain and Cat Cat village
inhabited by ______, enjoy the waterfall in Catcat and the nice landscapes of green
forests and mountain and fresh atmosphere here. Back to Sapa by _______
Day 3: Trekking & Homestay (Breakfast/Lunch/Dinner)
After having breakfast, start _____ uphill to Y Linh Ho and
Muong Hoa Valley through rice paddies and small hamlets
to study life of hill tribes here. Communication exchange
with local people in Lao Chai village. After having picnic
lunch carried by the tour guide, continuing trekking through
villages and rice terraced fields to ______ village settled by
Dzay ethnic minorities. Enjoy 1 night homestay with a local
family and delicious food cooked by the tour guide.
Day 4: Trekking & Back to Sapa - Hanoi(Breakfast/Lunch)
Waking up early morning to enjoy cool mountain air and
bird singing. Trekking uphill to many _______ and through
bamboo forest, going down to Giang Ta Chai village of Red
Dzao people. After a short village tours, coming back to the
main road where jeep awaiting you to transfer back to Sapa.
At _____, Transfer to Lao Cai railway station to catch night train back to Hanoi.
Day 5: Hanoi- Ho Chi Minh
There is free time for you to relax or further explore Ha Noi. The trip ends after your
transfer to Noi Bai Airport for dep. to Tan Son Nhat airport.
Words lists
Complex (n)
Mausoleum (n)
Ethnic minority (n)
Paddy
Hamlet
Terraced field
Foster (v)
Negotiate
Administration
khu liên hợp
lăng , mộ
dân tộc thiểu số
ruộng lúa, gạo
xóm, thôn,làng
ruộng bậc thang
khuyến khích, thúc đẩy, cổ vũ
đàm phán,thương lượng
quản lý hành chánh
20
Unit 3
TOUR OPERATION - EXECUTION
WARM UP
You are a tour operator with a very varied clientele. Read the information below about
three different groups and decide what possible preferences they will have
Consider
Type of hotel: motel or conference, or deluxe etc
Board : bed and breakfast, half-board etc
Room: type, location, facilities, serur vices, extras
Use of facilities: conference rooms, function rooms, restaurants .etc
Optional tours: theotre, sightseeing, museums, shopping etc
Group 1: A group of students on an educational and cultural tour
Group 2: A group of elderly people visiting the city on a weekend package, including a
visit to a variety show and a night in a hotel
Group 3: a group of people of various ages on a cycling holiday.
Pronunciation
1- Listen to the conversation and circle the cluster , e.g scream in the sentences below:
A: How are you travelling, Trevor?
B: By train. The twelve twenty.
A: Shall I drive you to the station?
B: In all this dreadful traffic? Oh, no- I’ll try to get a taxi.
A: It’s no trouble. Of course, if you don’t trust my driving…
B: oh, I trust your driving, all right.
A: Fine, Twelve at your flat, then?
B: Thanks. But Tricia, the trip realy is tremendously important and …
A: Mm?
B: Well, the train really does leave at twelve twenty.
( extracted from elements of pronunciation)
2- Add one consonant to the start of each word to make a new word in the pictures. Be
careful : think of sounds, not spelling!
Example: red -> bread ( red /red/ + b = bread /bred/)
a. lie
b. lock
c. rain
d. lime
21
e. late
f. route
LISTENING
1- Listen and complete the group check-in list below
Group name: Endo Group
Passport list collected:………………………….
Tour leader’s name and room no Yes/no…………………………………………..
………………………………… Voucher collected ……………………………..
Checked in by
………………………………...
Group rooms allocated by
..Reception Manager
Food & Beverage bleep answered by
…………………………………….
Additional remarks
Room :
Single : 27
……………………………………….
Twin : 10
Triple : 2
Suites :
Total : 39
Room list to
………………………………
……………………………………….
……………………………………….
……………………………………….
……………………………………….
Supervisor’s signature
……………………………………….
( Extracted from HIGH SEASON)
2- Carla, a tour operator that specializes in holidays to far-away exotic destinations,
is talking on the phone to Peter Nicholson, the Reservations manager of a major
airline, to arrange a meeting and set the agenda for negotiating next season’s contract.
Listen and decide what order you think the stages will occur in the conversation.
a. identify areas of discussion/set the agenda
b. confirm arrangements and say goodbye
c. introduce the main reason for the call
d. arrange place for the meeting
e. arrange time of the meeting
f. introductions and polite chat
g. check who will be coming and if any special materials are needed
3- Listen again and complete the spaces in this meeting planner
a. Subject: charter arrangements for next season
b. Date:
…………………………………..
c. Time:
…………………………………
d. Venue:
………………………………….
e. People present
………………………….
( Extracted from listening task in GOING INTERNATIONAL)
READING
22
Read this welcome letter and itinerary for a special group staying at the Copthorne
Tara hotel in London and answer the questions which follow:
Welcome to London!
Enclosed with this letter you will find a map of London and general information which I
hope will be of use during your stay.
Today you will be taken direct to your hotel where assistance will be given with check-in.
The reminder of the day will be free for you to relax after your flight, for shopping or
independent sightseeing.
The programme during your visit will be as shown below. Departure of all tours and
transfers will be from the Groups Lounge on the ground floor of the hotel.
The university of South Carolina Hospitality Desk, situated in the Groups Lounge, will be
staffed for four hours from arrival for any assistance or information you my require or if you
wish to book the optional tours. There will be someone to assist at the following times during
your stay:
Thursday
5 March – Four hours from arrival
Friday
6 March – 1:00pm - 5:00pm
Saturday
7 March – 12:30pm - 4:30pm
Sunday
8 March – 8:00am – 12:00 pm
Monday
9 March - 8:00am – 12:00 pm
Tuesday
10 March - 8:00am – 12:00 pm
Breakfast is included daily and will be served in the Brasserie on the ground floor of the
hotel between 7am and 10:30 am
Friday, 6 March 199__
9 .00 am.
Depart for an optional meeting tour of the city of London. Afternoon at
leisure
Saturday , 7 March 199__
9.00 am
Depart for a morning tour of London’s West End, included for everyone.
Afternoon at leisure.
Sunday, 8 March 199__
8.30 am
Depart for an optional full-day Bath and Stonehenge tour
Monday , 9 March 199__
9.00 am
Depart fro an optional morning Windsor tour. Afternoon at leisure
8.00 pm
Evening at the theatre included for everyone. The performance of the musical
‘ 5 Guys named Moe’ commences at 8.00 pm at the Lyric Theotre, Shaftesbury
Avenue. Please make your own way to and from the theotre by taxi or tube (
nearest station Piccadilly Circus)
Tuesday, 10 March 199__
8.30 am
Depart for an optional full-day Oxford and Stratford tour
Wednesday , 11 March
23
Departure details will be shown on the hospitality board at the university of south Carolina
hospitality desk
10.15 am
flight US 1161 Departs for Charlotte
I hope you have a very enjoyable stay and look forward to welcoming you back to London in
the not too different future
Yours sincerely,
Sue Hadow
Sue Hadow
Travel co-ordinator
1- Read the text and answer the following questions
a. What do guests receive on arrival?
b. Where is the usual ‘meeting point’ for the group during their stay?
c. Why is the hospitality desk not open on Saturday morning?
d. Which meals are included in the cost?
e. On which days are they completely free to do what they want?
2. Find formal words or expressions in the text which means
a. help (verb)
c. leave
e. begins
b. the rest
d. free
f. soon
(Extracted from High Season)
Reading 2
1- Which of the following words would you expect to find in a text with the title “ The
tour operator?
Budget
fixed
pricing
flight
institution
Sell
profit
retail
customer
alliance
Revenue
variable
brand
passenger
negotiate
The tour operator
From the 1950s onwards tour operators have been very useful to transport carriers,
especially airlines. If a carrier knows he will have vacant seats on a journey, rather
than leave them empty it is worth offering them at almost any price to someone who
can fill them. Let us take an example.
Example
Suppose the fixed cost of flying a 100 seat plane from London to Athens and back is $8,000 ( that
includes capital costs, fuel, crew’s wages and so on). Suppose also the additional, or variable, cost per
passenger is $ 10 (to cover writing a ticket, in-flight refreshments and so on). If the airline wants to
budget for a small profit and know it normally sells sixty seats, then the pricing looks like this:
Fixed cost ……………………... $8,000
60 passengers x $10…………… 600
Cost of return flight ………..….$ 8,600
Sell 60 tickets at $ 144 each ……$8640
Profit …………………………..… $ 40
24
Of course, if only fifty- nine passengers show up then sales
drop by $ 144 cots by only $10, and the airline loses $94.
This is a very risky business!
This is where the tour operator proves useful. By agreeing to
purchase in bulk, say, twenty – five seats, h can virtually
ensure that the airline will fly at a profit. The question
arises: what should the ticket price be?
As far as the airline is concerned anything above $10 a head will be profitable, as the
fixed costs are already paid for. The tour operator will want the lowest price possible
to ensure he can resell all twenty-five seats. Obviously customers are not willing to
pay anything like $ 144 or else they would already have bought tickets directly from
the airline.
Perhaps airline and tour operator negotiate and fix a price of $60 per head. The
airline‘s budget now looks like this:
Fixed cost ………………………………….. $8,000
85 passengers x $10………………………… 850
Cost of return flight ………………………...$ 8,850
Sell 60 tickets at $ 144 each ……………….. $8640
Sell 25 tickets to tour operator at $60 each $.. 1,500
Revenue …………………………………….$10,140
Profit ……………………….……………… $ 1,290
Assuming the tour operator will resell all his twenty – five seats
The airline should now be very happy ; even if it loses three or four passengers it will
still be in profit.
The tour operator now has the onus of selling the seats, which may entail 40 heavy
costs, but as long as he is sensible he should be able to resell at a reasonable and
profitable price.
To ensure that tour operators do not poach carriers’ existing passengers, carriers have
in the past imposed various conditions on the resale of tickets. The main condition has
been that the operator must build the journey in as part of a package or IT. Other
conciliations from time to time have been:
a. a fixed or minimum length of stay permitted at the destination
b. a minimum or maximum advance booking period
c. a minimum price at which the IT can be sold
d. stipulation of the type of customer ( such as a group)
These conditions have all been used to protect carriers’ existing business, but have
been progressively relaxed as tour operator and carriers have become more
interdependent.
25
From filling empty seats on a particular journey, tour operators progressed to
chartering whole planes or other vehicles that were unused for a period of time. The
proportion of fixed costs, and consequently the potential saving in ticket price, was
rather less, but still provided carriers and operators with exploitable opportunities.
Eventually many tour operators came to own their own planes, coaches or railway
carriages. The economic value of this lies not in the discount buying as above but in
economies of scale, controlling one’s own transport and ensuring it is fully and
efficiently used.
( the business of Tourism, Holloway, J.chiristopher(Mac Doanald &Evans)2nd ,edn, 1985)
2- Why it is in an airline’s best interest to sell seats ‘at almost any price’ rather than
leave them empty?
3- in what ways are tour operators ‘useful’ to airline companies?
4- The following part of the budget for a coach tour.
Coach capacity ………….. 50
Fixed costs…………………$ 1,500
Variable costs…………….. $ 5 per passenger
a. If the operator knows in advance that 30 seats can be sold and wants to budget for a
profit of $ 150 , at what price whole the individual seats be sold?
b. Suppose a social club now offers to buy the remaining 20 seats at $35 each. How
much additional profit will that produce for the coach operator?
5- Why do airlines sometimes impose conditions on tour operators who buy blocks of
seats from them?
6- Find words or phrases in the text which, in context, are closest in meaning to the
following:
a. buy tickets as expected ( paragraph 3)
b. a large number at the same time ( para. 4)
c. per passenger ( para. 5)
d. responsibility ( para. 8)
e. lead to ( para. 8)
f. persuade someone to switch ( para.9)
g. precondition (para.0)
h.used as a basis for making money (para.11)
(Extracted from reading task in TOURISM – Neil McBurney)
Reading 3
Read the letter below from the Managing Director of the hotel Sebastopol. Fill in the
gaps with the correct word from the list
Attract, addition, inform, leaflet, facilities, popular, sending, offer, attracting,
unknown, appearance, located.
26
Hotel

SEBASTOPOL
Bedhillion
48600 Grandrieu
Lozere, France
Tel: (33) 230016
Telecopie: (33) 231889
23 March 199…..
Underhill Holidays
Broadview Apartments
1800 30th street
Boulder
Colorado 80391
USA
Dear sir
Having seen your new ‘Eurobreaks’ brochure, we are writing to _________ you that
we would be very interested in _________ your company to this area of France and to
our hotel, in particular.
We are _____ in an area which we believe would be very _____ with American
tourists , but which is relative ____. We manage to ____ visitors from Canada an
Australia but so far there are no American operators ____ people to the area.
In ____ to the beautiful countryside, we have fishing, hiking, and plenty of outdoor
sports activities on ___ . We find that our Australian and Canadian guests really
appreciate the French countryside, particularly in summer. Our hotel is one of the
largest in the region and boasts 130 rooms, all with en suite ____ . To give you a
clearer idea of the hotel’s _____, I enclose an up-to-date _____ with full colour
illustrations.
We look forward to hearing from you.
Yours faithfully
Christien Dessenon
Managing Director
Hotel Sebastopol
(Extracted from reading task in HIGH SEASON)
Word study
There are some examples of formal written language which might be seen on the
hospitality board of an inclusive tours group. Explain each sentence in a less formal
way. Example: ‘ the hospitality desk will be staffed for four hours from arrival’. This
means that a member of staff will be there for four hours after the group arrives.
a. Enquire at Reception for further details
b. Itinerary subject to alteration at short notice
c. Non-refundable deposit payable at time of reservation
27
d. All rates subject to VAT
e. Smokers are requested to refrain from smoking in communal areas
f. No gratuities to staff
g. Optional tours subject to adequate demand
h. Special rates available for OAPs
i. Lunch voucher valid on stated days only
j. The management reserves the right to refuse admission (notice outside hotel disco)
(Extracted from HIGH SEASON)
SPEAKING- OUTPUT TASK
Your are going to role- play the preliminary negotiations between a tour operator and
the representative of a hotel chain. There will be 3 stages: arrange meeting, set agenda,
the actual negotiation. Devide into three groups. A : tour operator, secretaries ( C) and
hotel representative (B)
A : tour operators
Your objectives are:
- a larger allocation of rooms – 50% night in high season
- a range of types of accommodation ( e.g self-catering, family rooms, half board,etc)
- shorter release dates
- a contribution to advertising cost
- extras in the room ( bottle of win, basket of fruit, etc )
- clear idea of the hotel’s recreational and leisure facilities
B- Hotel representative
Your objectives are
- set allocation – 60 rooms per night in high season?
- promote new self-catering villa complex
- limited credit period
- tell tour operator about new recreational facilities
- a more prominent display in the operator’s brochure
C- Secretaries
Your role will be to monitor and record the meeting. To do this, you will need to
- take notes, and in particular record any decisions that are made
- make sure that both sides understand each other and don’t get angry or unreasonable.
How will you do this?
- look for areas where the two sides agree - or where a compromise can be made
( Extracted from GOING INTERNATIONAL)
WORD LIST
Discernible : noticeable: có thể nhận thấy
Escorting: going with= hộ tống
Hospitality board: notice board which gives information= bảng thông tin
28
Unit 4
LOCAL TOUR
Warm up
What are the five most popular tourist attractions in your city or region?
Note down what you would tell a visitor about the attractions by answering the
questions below:
1. Why are they popular?
2. What kind of people enjoy them most?
3. What is the best time to go there?
4. How do you get there?
Vocabulary
1- Decide which of these adjectives you would use in a holiday advertisement or
brochure. Which places would you use it to describe?
attractive
beautiful
cloudy
crowded
delicious
delightful
depressing dusty
exciting
fertile
hospitable relaxing
refreshing remote
sunny
warm
2- Explain the difference between each of these Paris of sights and attractions
Art gallery and historical museum
Theme park and national park
Mountain and hill
Market and shopping centre
Lake and pond
( extracted from WELCOME- LeoJones)
3- Read and underline the words or phrases describing the attractions.
Self- discovery through lacquer
Seasonal variations are the title of a solo exhibition of
lacquer works by Vo Xuan Huy at Tu Do Gallery, 53 Ho
Tung Mau St. D.1, and HCMC. A graduate of Hue college
of Fine Arts, Hay has had exhibitions in Vietnam and
abroad, including Thailand, France and Holland. He says
the process for creating his works goes through three main
stages – sketching and colouring, covering the picture with
a layer of lacquer primer to blend the materials and flattening the surface so the images
appear in a new form , with new colour and new shapes. “Seasonal variations are the
way I express myself, find out about myself and ultimately recreate myself in my quest
to find beauty in lacquer,” Huy says. The exhibition of 25 works in on until 14 April
Installed
29
Installations by Trong Gia Nguyen, Food for thought, will be presented at Galerie
Quynh (65 De Tham, D1. HCMC) till March 14, including hand-decorated ‘cakes’
with personalised texts, writing on plates of ‘spaghetti and meatballs’ and transparent
bags containing rice grains with words on them. What food says and what is inferred.
Born in Saigon in 1971, Trong Gia Nguyen graduated from the university of South
Florida. His works have been seen in Iceland, Havana and New York.
Singing with a twist
Singer Summer Mencher, from Sand Diego, California, describes
her music as a mix of Incubus and Tori Amos, with a twist. Her
repertoire includes Middle Eastern tones, unique harmonic twists
and turns, with an occasional rock and hip-hop edge. Park Hyatt
Hotel, Saigon, nightly except Tuesdays, 8pm till late, till 13 April.
Burning effigies
Thien Hau pagoda at 710 Nguyen Trai St. D.5, HCMC, is one of
the oldest Chinese pagodas in Saigon. Many Chinese people are
expected to come to its festival at on 17 April ( 8am – 5pm),
where they will admire effigies of Ong Thien ( The Good God)
and Ong Ac ( The Evil God), each some 3m long. The effigies are ritually burned at
the end of the festival.
(Extracted from THE GUIDE – April 2009)
The most popular museum for tourists seems to be the War
Remnant Museum, 28 Vo Van Tan. There is a good
collection of military equipment outside, and on the inside are
rooms with pictures mostly of war crimes, the results of the
use of Agent Orange, torture, and other unsavory items. A model of the infamous tiger
cages gives a good idea of how some political prisoners were housed. A walk through
take about two hours and a strong stomach. There is a small admission fee.
Stores
In addition to the Central Market and The Old Market,the Russian
Market store , on the south corner of Le Loi and Nguyen Hue is
also popular. Basically a group of private concessions, you can
find almost anything , from books and bicycles to stationery and VCDs at marked
prices. One block down Le Loi towards the Central Market is the intershop, which
was the first true supermarket in Saigon. Aside from these two giants, most of the
shops and stores in the city are family operations, set up on the ground floors of
houses. For a Western style experience , try Diamond Plaza on Le Duan St. near Notre
Dame Cathedral. Three floors with escalators, plus a bowling alley.
( Extracted from SAIGON – a guide book)
30
PRONUNCIATION
1- Add one of the sounds from the box after the consonant at the start of these words to
make other words. Think of sounds, not spelling /k/,/l/ /r//p//t/
Example : die -> dry
a. back
b. fight
c. fat
d. go
e. pain
f. pay
g. two
h. say
i. sin
j. send
2- Listen and circle the word you hear
a. The glass/gas is green
e. The dirt came off in the steam / stream
b. I don’t want to play/pay
f. she didn’t want to stay/say
c. It was a terrible fight/fright
g. The pain/plane went down
d. The tooth/truth is out!
h. I can’t sell/smell anything
3- Listen and tick the sentence or phrase you hear A or B
A
B
That slow bus
That’s a low bus
An ice-cream
A nicer cream
That spot
That’s a pot
That street
That’s a treat
She loves the States
She loves the estates
Small stream
A smaller stream
Slow speech
A slower speech
Straight street
A straighter street
( Extracted from tasks- p.57- English pronunciation in use)
LISTENING
1- Listen to the guide on a tourist boat on a sight seeing trip in central Stockholm,
and put the attractions into the order in which they mentioned by the guide
a. The lock
f. Museum of Modern Art
b. Town Hall
g. German Church
c. Grand Hotel
h. National Museum
d. Oldest house in Stockholm
i. Royal palace
e. Former Parliament Building
j. Central Station
( Extracted from English for the hotel and tourist industry)
2- Listen and indicate whether these statements are T rue (T) or False (F)
a. The driver’s name is Tom
b. The air- conditioning needs to be adjusted
c. St. Michael’s Church was built in 1671
d. One of the historic houses was built by by George Washington
e. The Battery is also known as “ White Point Gardens”
f. The tour arrives at the Calhoun Mansion at 4p.m
31
g. The Charles Towne Landing is on the other side of the river
h. At the end, the guide takes the group shopping
(Extracted from HIGH SEASON)
3- Listen to the answer phone messages and fill out the chart below
No.
Date of job
Details of job
Who to contact
Phone number
1
2
3
4
5
6
(Extracted from GOING INTERNATIONAL)
READING
Read and answer the questions:
1- When were the attractions built?
2- How can we visit the attractions?
3- What can we see there?
4- Why should we go there?
CU CHI TUNNEL
The Cu Chi tunnel complex was a 250
kilometer system which honeycombed the area
from the Cambodian Border to within 20miles
of Saigon. Started in 1948, the tunnels provided
a refuge for the Viet Cong guerrillas from the constant bombing and operations of
allied troops in the Iron Triangle and War Zone C. They also were the staging area for
the Tet Offensive against Saigon in 1968. The segment which is now open to the
public is a head quarters area about one and a half hours drive from downtown. One 50
meter stretch of tunnel has been enlarged for Western physiques, and gives a good
inkling of what conditions some VC lived and fought in. Definitely a worthwhile trip.
Reunification Hall
The presidential palace, now called Reunification Hall, is open to
tourists except when being used for governmental meetings or
conventions. It was built over the ruins of the old Norodom
Palace, which was bombed in 1962 by a dissident Air Force Pilot
fed up with President Diem. Finished in 1968 and vacated by President Thieu in 1975,
it has been kept intact as it was before Liberation, from the operations room in the
basement to the family disco on the top floor. The iron gates look just as they did
32
before a North Vietnamese T-54 tank crashed through them on April 30 1975. Enter
left side of main gate
House of Dragon( Nha Rong)
It was Nha Rong wharf that the young patriot Nguyen Tat Thanh ( President Ho Chi
Minh later) left Viet Nam to go abroad to seek the way to liberate the country.
House of Dragon was built in 1963 for the French shipping company Messageries
Maritimes. It is wonderful building on the waterfront set in beautiful gardens. Inside ,
there is a museum dedicated to Ho Chi Minh’s life. There are some interesting early
pictures of Saigon, as well as a copy of the Declaration of Independence which Uncle
Ho used at the end of the Second World War to declare Vietnamese independence
from France.
( Extracted from SAIGON- a guide book, English for tourist guides)
SPEAKING TASK
Example of introduction
Good morning, laddies and gentlemen, my name’s A and I’ll be your guide for
today’s tour. We are now leaving Ho Chi Minh City on our way to the Cu Chi tunnels
and the Cao Dai Great Temple. The tour starts at around 8am and we expect to get
back to the hotel about 5pm. Our first stop is Cu Chi tunnels and we should arrive
there in about one hour and a half. We will be having lunch in the Cao Dai Great
Temple in Tay Ninh and then tour the temple. I sincerely hope that you enjoy the tour
and that you won’t hesitate to ask me if you have any questions or problems. Now sit
back, relax and enjoy the view.
Study the above example and prepare a city tour for your clients of 30 people.
Word list
allied troops
Conventions( n) :
declare(v )
Honeycombed (a)
inkling(n)
lacquer primer(n)
refuge(n)
segment
ultimately(a)
Vacated (v)
quân đội đồng minh, liên minh
hội nghị
tuyên bố
rổ tổ ong
một thoáng, ý niệm
sơn mài
nơi trú ẩn
phân đoạn
một cách cơ bản, rốt cuộc
bỏ trống
33
constant(a) cố định, nhất quán
Crashed (v)
va chạm
Guerrillas (n)
du kích
infer(v)
suy luận, suy ra
intact(a) không bị ảnh hưởng
physique(n) vóc người, thể lực
repertoire(n)
vốn tiết mục
transparent (a)
trong suốt
unsavoury(a)
nhạt nhẽo
Unit 5
THE OTHER LOCAL TOUR
Warm up
1-What do you know about the three places in the pictures?
2- Why do you think tourists would visit them?
READING
Which of the provinces is best for visitors who want to
1- get as close as possible to ordinary Vietnamese people?
2- understand the cultural belief of Vietnamese people?
3- unwind after stressful time of work?
Nha Trang , a coastal city, capital of Khanh Hoa Province is
well known for its pristine beaches and excellent scuba diving
and is fast becoming a popular destination for international
tourists, attracting large numbers of backpackers as well as more
affluent travelers on the Southeast Asia circuit. It is already very
popular with Vietnamese tourists. Nha Trang Bay is widely
considered as amongst the world's most beautiful bays. Tourists are welcome to
participate in the Sea Festival, held biennially. Nha Trang was the site of the Miss
Universe 2008 Pageant on July 14, 2008 and it will also host Miss Earth 2010.
Historically, the city was known as Kauthara under the Champa. The city is still home
to the famous Po Nagar Tower built by the Champa. Being a coastal city, Nha Trang is
a center for marine science based at the Nha Trang Oceanography Institute. The Hon
Mun marine protected area is one of four first marine protected areas in the world
admitted by the IUCN.
Commercial flights to Nha Trang no longer use the city's municipal airport, but fly to
the larger Cam Ranh International Airport, a former U.S. Air Force Base (built during
the Vietnam War) located approximately 35 km south of Nha .
The French-Swiss bacteriologist Alexandre Yersin (who discovered the Yersinia pestis
bacterium) identified himself with Nha Trang's life for 50 years (affectionately known
as Ông Năm). He established the Indochina Pasteur Institute (now known as the Nha
Trang Pasteur Institute) devoted to research on the bubonic plague. Yersin died in Nha
Trang on March 1, 1943. A street in the city is named after him, there is a shrine
located next to his tomb, and his house has been converted into the Yersin Museum
With mountain descending into clear waters of bay on each end of a spectacular beach,
nha tran ia a resort worth a visit.
( Extracted from internet web page http://en.wikipedia.org/wiki/Nha_Trang, )
34
Together with Cai Be and Phung Hiep, Cai Rang Floating Market
in Can Tho City is one of the three biggest in the Mekong Delta.
The shops and stalls at these markets are boats of different sizes.
Cai Rang Floating Market is open all day but it is busiest from
sunrise to about 9am. The main items sold there are farm products and specialties of
Cai Rang Town, Chau Thanh District and neighboring areas. Every boat has a long
upright pole at its bow on which samples of the goods for sale are hung. Sellers do not
have to cry out about their goods because their goods can be seen in a distance and
their cries would not be heard in the vastness of the river and the noise of boat engines.
Small boats that sell beer, soft drinks and wine go among the other boats to serve
market-goers and visitors. The most common goods sold are fruit. Big boats are the
wholesalers, selling fruit to dealers from neighboring provinces. Each boat is loaded
with plenty of seasonal goods. Activities at the market are also an occasion for tourists
to study the cultural aspects of southerners.
To visit Cai Rang Floating Market, visitors can join a tour of the Mekong Delta. On
the way to Can Tho, visitors can stop to visit My Tho and take a boat trip to visit
orchards, bee farms and coconut candy establishments in Ben Tre. Visitors can also
explore Can Tho on their own by taking a coach. In Can Tho, besides Cai Rang
Floating Market, Visitors can visit other places such as Can Tho Market, Ninh Kieu
Quay, Binh Thuy Temple, and private tourist gardens. In these gardens, visitors can
walk, breathe fresh air, enjoy different kinds of fruits and countryside specialties and
stay at nice guest houses in the shade of trees.
(extracted from internet website http://www.vietnamimpression.com/attraction-detail.asp?)
Bac Ninh Province , the homeland of Quan ho art, is a
magnet for enterpreneurs who want to give their
businesses a head start. In springtime, the number of
vistors coming to Ba Chua Kho Temple in Cỗ Mễ
village has increased dramatically, mostly during the
festive season ( from December until February ) , according to the lunar calendar.
Ba Chua Kho, 20 km north of Ha Noi, is a typical Le Dynasty temple with its three –
door gate, a big yard and curved roofs. The building stands at the foot of Kho
Mountain, which faces south and overlooks a field winding around the Cau river, a
tributary of the Red River.
The façade may not be very different from the other temples in the area but there’s
something extra special about Ba Chua Kho which draws thousands of visitors every
year. According to the legend, Ba Chua Kho was a queen of one of the Ly Dynasty
kings. She was both beautiful and intelligent. During the war against the Tong people
35
from China, the King asked the queen to look after the country’s food store. After the
enemy was defeated , she helped people rebuild their lives and resotre food
production. To do this, the queen called on local people to prepare an area of
wilderness for cultivation. This piece of land she called Co Me village. Ba Chu Kho
finally met her end on 12 january 1077, when she was killed by enemy troops whild
distibuting food to local people.
Villagers in Co Me built a temple on the place where the food store had been kept.
They called her Ba Chua Kho, which means Lord of the store.
Ever since then visitors have come to the temple to pray for good luck for their
business plans. In their prayers, they tell the queen about their business idea and the
sum of money they want to invest in it. At the end of the year, they come back to thank
her and pay her back the money that they had borrowed.
No one knows how many people can attribute their riches to Ba Chua Kho- there are
people who succeed and of course, some who fail. The one thing that does unite the
visitors to this temple is their shared belief and faith in century- old tradition.
(Extracted from VIETNAM- DISCOVERY- March Issue 85)
Word study
Use the words and phrases below to complete the standards of performance adveie
sheet to tour guides from a training manual.
Anecdotes
first-aid kit
rapport
Gestures
seat belts
clarity
Sense of humour
eye contact
tone
Standard of performance
body language
hazards
microphone
Aim: to inform , entertain, and care for visitors, and enhance their experience
- Establish a welcoming _____ with the group by smiling when you greet the group
and introducing yourself and the driver
-Use open _____ - do not fould arms, do not keep hands in pockets
- Control hand and arm ____
- Check that the ___ is switched on and working, and adjust it to ensure _____
- Make sure that you are looking at everyone and establish ___ when talking to the
group
- Use voice correctly iwht a veriety of pitch and a lively ____
- Be enthusiastic and use your ____ to entertain and make the group smile and laugh
when appropriate
- Tell stories and ___ , but try not to make them too long.
- Inform group about safety, use of ___ on the coach, ___ , and emergency procedures
- Warn group of ____ , e.g. while walking and getting off the coach.
( Extracted from Tourism 2- Robin Walker and Keith Harding)
36
VOCABULARY
Food
Vegetables and grain/seeds
seafood
dairy products
INGREDIENTS
Meat
Salt
seasoning
black pepper
herbs
spices
Arrange the ingredients below into the correct group
Aubergine lamb
prawns
cheese
Pulses
chicken
oliver oil
rice
Onion
sausage
Cream
garlic
PRONUNCIATION
crab
pork
fruit
oranges
yogurt
lobster
courgette
sausage
cereal
1- Listen to the chant. Focus on the unstressed word and mark link-up words
Shopping list
Some milk and eggs
A tin of peas
A snack for lunch
Some fruit and cheese
The loaf of bread
A jar of jam
Some juice ot drink
A piece of ham
Some pears or grapes
Some beans and rice
A can of beer
As cold as ice
2- Write the correct sentences
Example: We had beans an ice -> We had beans and rice
a. We had a nice cup a tea
b. I don’t want a go out tonight
c. I need a drinker water
d. We cok to chicken.
e. He can’t cooker meal.
37
f. come in an sit down
3- Listen and mark link-up words for the poem
There was an old man called Greg,
Who tried to break open an egg
He kicked it around,
But fell on the ground,
And found that he’d broken a leg.
( extracted from English pronunciation in use)
LISTENING
1- Listen and make notes about its ingredients and accompaniment
2- Listen to a guide describing the Festa del Redentore in Venice. As you listen,
follow the written text and indicate places where the guide
a. adds something that is not in the text []
b. misses out, changes, or uses different words[__]
the first paragraph is done for you as an example
FESTA DEL REDENTORE
Introduction
 The Festa del Redentore – the Festival of the Redeemer – is a high point of the
Venice summer. Thanks to a spectacular firework display the Redentore is a major
tourist attraction.
History
From 1575 – 77, Venice was hit by a terrible plague which killed more than a third of
the city’s inhabitants. In 1576, the city’s leader, the Doge, promised to erect a church
dedicated to the Redeemer, in return for help in ending the plague. On July 13, 1577,
the plague was declared over, and work began to construct the chuch. It was decided
that Venice would forever give thanks on the third Sunday of July.
What happens
Form early on the Saturday, boats are decorated with flowers, lanterns, and balloons.
St Mark’s lagoon fills with as many as two thousand boats , their occupants eating and
drinking as they wait for the traditional spectacular display of fireworks. (
Arrangements can easily be made through your hotel for an evening with dinner on a
boat). At around 11:30pm, the display begins and th lagoon becomes one of the most
atmospheric stages in the world, fireworks illuminating the spires, domes and bell
towers of the city.
On Sunday, a pontoon of decorated gondolas and other boats is strung across the
Giudecca canal to allow the faithful to walk to the church of the Redentore. The clmax
of the festival is the mass held in the presence of the Patriarch of Venice, a reminder
that the Festa has a serious side.
38
( extracted from TOURISM 2- Robin Walker and Keith Harding)
3- At which stage of a tour would you expect to hear the expressions listed below?
1. when checking arrangement with other tourism service providers( eg. Hotel)
2.when talking to passengers at the start of the tour
3. when talking to passengers during the trip
4. when talking to Head office ( tour operator)
5. when talking to passengers when getting off the coach
Exercise 3
Exercise 4
If you look to your left in a moment, you’ll see..
Hi, this is Sarah, the guide from Galloway Tours
Please be back on the coach in 30 minutes’ time
Can you all hear me, Ok?
If that’s a problem, call me back on the mobile
Is the temperature ok?
While I’ve got you, can I just check sth else?
We’re going to take a break here
For the mometn, just sit back and relax
Hi, this is Sara again. There’s another problem
So I’ll tell you something about
I’m just checking you got my message
Your driver today is Ken
Please be careful as you get off
4- Listen again and write the number of conversation in equivalent order
(Extracted from Tourism 2)
Practice activities: play a role as guider in Phu Quoc Island, Tay Ninh Phan Thiet, Nha
trang, Hoi An, Hue, Quang Binh, Quang Ninh, Ha noi
Word lists
Plague:
Lagoon:
Pontoon:
Gondola
Patriarch
Municipal (A)
bệnh dịch
phá( vùng nước biển được bao bọc bởi đất liền
thuyền phao
thuyền đáy bằng, giở khinh khí cầu
tộc trưởng
thuộc thành phố
39
UNIT 6
OUTBOUND- THE CUSTOMS REGULATION
Warm up
Can you identify the symbol of airport and travel.?
Some keyword below will help you
information,
inspector,
letter,
lounge, luggage, mail, mailbox,
martini, money, pound, security,
shoe shine, sign, suitcase, symbol,
taxi, transportation, travel, gift,
food, exchange, escalator, duty
free, drink, dollar, desk, design
element, customs, currency, claim,
check-in, cash, cart, cab, bus, book,
beverage, bar, baggage, atm,
airport .
READING
Read the leaflet above and fill in
the column in the chart below
P= permitted, X = completedly banned, R = restricted
Item
The UK
Small handgun with ammunition
A family pet ( a cat)
Antique pistol ( not functioning)
A box of 200 cigarettes
A pornographic magazine/video
A kitchen knife
A flick – knife
A salami sausage ( weight = 2 kg)
Two litres of vodka
A kilo of fresh oranges
A souvenir painting ( worth $ 400)
A CB radio
40
Travelling to the UK from
outside the EU
The
customs
allowance- For Prohibited and restricted goods
travellers arriving from outside the EU
from outside the EU
You have to go through Custom if
you arrive in the Uk after travelling
from or through a country that is
not in the EU.
You must declare:
- Any goods over the allowances
listed on page 6 that you have
bought in a country that is not in
the EU
-Any prohibited or restricted goods
- Any commercial goods
If you have something to declare,
go to the read point or into the red
channel.
Only go through the green (
nothing to declare) channel if you
are sure that you have no more
than the customs allowances and
no prohibited, restricted, or
commercial goods.
If you arrive by air and are
transfering to a flight to another
EU country, you do not collect
your hold baggage until you reach
you final destination. At the
transfer point, you only have to
declare goods in you cabin
baggage. At you final destination,
you must declare goods in you
hold baggage.
This is usually the same if you are
transferring to a UK domestic
flight, but in some cases Customs
must clear both your cabin
baggage and your hold baggage at
the transfer point. The airline will
tell you when this is necessary.
You may be arriving with goods
for your personal use that you have
bought and paid duty and tax on in
another EU country. you will not
have to pay any more duty or tax
as long as you can show. If
customs ask you to, that you have
paid duty and tax( by producing
the receipt,) and that the goods are
for your personal use.
200 cigarettes or
100 cigarillos or
50 cigas or
250g of tobacco
2 litres of still
table wine
1 litre of spirits or
strong liquer over
22% volume or
2 litres of fortifier
wine,
sparkling
wine, or other
liquers
60cc/ml of perfume
250cc/ml of toilet
water
$136 worth of all
other
goods
including gifts and
souvenirs
PEOPLE UNDER
17 CAN NOT
HAVE
THE
TOBACCO OR
ALCOHOL
ALLOWANCE
All other goods
If
you
bring
something in worth
more than the limit
of $136, you will
have to pay charges
on the full value
not just on the
value above 136.
If you are travelling
as family or group,
you cannot pool
your
individual
allowances toward
an item worth more
than the limit. You
will have to pay
charges on the full
value of the item.
Certain goods are prohibited or restricted
to protect health and the environment. We
cannot list all the goods involved but we
have listed some of them below.
Prohibited goods ( that is, goods which
are banned completely):
Unlicensed drugs, such as heroin,
morphine,
cocaine,
cannabis,
amphetamines, barbiturates, and LSD.
Offensive weapons, wich as flick-knives,
swordsticks, knuckledusters, and some
martial arets equipment.
Obscene material, and indecent and
obsene material featureing children, such
as books, magazines, films, videotapes,
laser discs, and computer software.
Counterfeit and copied goods such as
watches, clothes, and CDs, also any goods
with false marks of their origin.
Restricted goods( that is, goods which
you cannot import without authority such
as a licence):
Firearms, explosives, and ammunition,
including electric sock devices ( such as
stunguns) and gas canisters.
Dogs, cats and other animals, including
rabbits, mice, rats and gerbils. You must
not bring these in unless you have a
British import licence.
Live birds, including family pets, unless
they are covered by a Bristish health
import licence.
Endangered species, including birds and
plants, whether alive or dead, also such
things as fur, ivory or leather ( or goods
made from them) that have been taken
from endangered species.
Meat, poultry, and most of their product
including
bacon,
ham,
sausages,
pate,eggs,milk and cream. But you are
allowed 1kg of meat per person as long as
it is cooked and in airtight containers.
Certain plants and their produce. This
includes trees, shrubs, potatoes, certain
fruit, bulbs, and seeds.
Radio transmitters such as CB radio that
are not approved for use in the UK
( extracted from GOING INTERNATIONAL)
41
PRONUNCIATION
1- Focus on the sounds of the phrase below
Her ace -> sounds like
-> her race
Under age ->
Four eyes ->
-> under rage
-> four rise
2- The words in the box are hidden in the sentences below. Find them and underline
them and write the hidden word after the sentence
Wait rage winter
yours
reach years why rise ride
wake
Example: the boat’s useless without the oars … yours….
1. Are you into golf? …………………………………
2. He has hair over the ears ………………………….
3. It’s starting to ache. ………………………………
4. I’m not sure I’d agree with you…………………..
5. She has a shower each morning……………………
6. It’s quarter to eight already. ………………………
7. Do I owe you anything? …………………………..
8. Her eyes are a strange colour……………………..
9. You should know better at your age! …………….
( extracted from English pronunciation in Use)
LISTENING
1- Listen to a record telephone message giving information on Visa requirements for
travellers to the United States. Decide whether the statements are true or false
1. A British citizen only requires a visa if he or she is staying for more thatn 19 days.
2. Citizens from Japan can participate in the visa-waiver programme.
3. You are allowed 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 B1/B2 visa.
7. You should get your visa before you buy your travel ticket.
8. If you have alray 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.
2- Listen to the extracts “ AT THE CHECK-IN DESK” and complete this chart
EXTRACT
DESTINATION
PROBLEM
1
2
3
42
SOLUTION
3- Listen to the international etiquette and fill in the table below
 for acceptable
x for unacceptable
Spain
Egypt/Middle East
India
Singapore
Thailand
Japan
Wearing short
Wearing shoe
Toptless bathing
Crossing legs
Pointing
Blowing nose
Kissing (men)
Kissing (women)
Using left hand to eat
Asking for more food
Leaving food
( extracted from listening task – GOING INTERNATIONAL)
WORD LIST
Ammunition:
Counterfeit and copied goods:
Etiquette :
firearm
gas canister
gerbil
đạn dược
hàng nhái, sao chép
nghi thức, phép xã giao
súng cầm tay
hộp gas
chuột nhảy
Offensive weapons:
vũ khí tấn công
Pistol:
súng lục
Pornographic/obscence magazine: tạp chí khiêu dâm
rabbit
thỏ
Unlicense drug:
thuốc cấm
visa-waive:
từ bỏ visa
43
UNIT 7
CAR HIRE
Vocabulary
Find words , phrases abbreviations that mean
1. four doors with air-conditioning
6. automatic gears
2. somewhere to put extra luggage on top of the car 7. move to a better service
3.insurance cover if you damage the hire car
8.the glass at the front of a car
4..money given as first part of a payment
9. the place where the petrol goes
5. an extra charge
10.insurance cover if you injure somebody or damage somebody’s car
Description auto/manual Phone price Online price
Economy 2dr
Manual
No air-con
£ 202.00
Customer name: [Jacobson Mr]

Economy 4dr
Manual
No air-con
Your booking
£138.00
Destination:[ South Africa]
£ 206.00
Pick-up location: [ Cape town airport]
£141.00
Drop-off location:………………
From : [11 August] to …………

Economy 4dr/a/c
Manual
No. of days:……………………
£ 225.00
£153.00
Age of driver:…………………
Car selected:………………….
air-con fitted

Compact 4dr/auto/a/c
Manual
air-con fitted
Upgrade your car now to
£ 374.00
 5- seater 4 dr a/c for only £3 extra per day
£252.00
Pre-bookable insurance options

 collision damage waiver
IMPORTANT INFORMATION
 third-party liability
Minimum driver’s age is 21. Drivers 18 -20 will be  holliday auto damage excess waiver
subject to a surcharge of R100 per driver.
 cancellation protection
You car will be supplied with a full tank of fuel and
 windscreen replacement cover
must be returned full.
You will be required to leave a deposit of R,1000.
if the car is damaged, you may be charged an Extra payable locally at time of pick-up
excess of between R980 and R4,900 depending on
the size of the car( unless you purchase the ‘holiday  additional driver
auto damage excess waiver’)
 baby seat 0 -1 years
Credit card payments must be in the name of the
 baby seat 1- 3 years
lead driver.
 child seat 3 years +
I confirm that I have read and understood the
important information above and the care retals  roof – rack
terms and conditions section 
(extracted from TOURISM 2)
Reading
44
Care hire
Car hire
*
Delivery/collection
office hours.
during General information
Leave the local bus timetables
* Cars will normally be
behind. Make the most of your Car hire prices do not include
delivered to your hotel or
holiday! book a car and give * Personal accident insurance apartment between 9am to 12
yourself the freedom to find
which can be arranged and noon on the first day of hire
secluded beaches, unspoilt
paid for in resort.
and should be returned or
villages and rural landscape. It’s * Car contents insurance, ready for collection by 8pm on
the key to real holdiay
independence. What’s more,
garaging, reuelling charges,
parking and traffic fines.
hiring a car can be excellent * Delivery/collection for out of
value for money, and if four of
office hours/ which may incur
the last day of hire. If you wish
to collect your car on arrival at
the resort airport, please make
this known at the time of
you share, it could set you back
a local charge.
booking.
just about the same as public * Optional extras such as baby * On delivery of the car, the
transport. First choice have
seats ( approximately 500 drivers will be asked to sign
arranged pre-bookable car hire
drachmas a day) roof racks,etc. the car hire company’s terms
at special rates for rentals of
these extras must be requested of hire, making the rental the
either 3 or 7 days. By booking
at the time of making your subject of a direct contract
in advance, you’ll know just
booking and are paid for in between the car hire company
what the deal is.
resort.
and the driver. The vehicle
*
Petrol
deposit
of may only be driven by person
Car hire prices include:
approximately 1,000 drachmas authorised in advance.
for a full tank of petrol which How to book
will be taken at the time of hire It couldn’t beeasier ! Just
and refunded if the car is reserve your car at the time of
returned with the same amount making your holiday booking;
of fuel.
excess for which you may be
your car hire arranements and
*
Charges
for
additional
drivers
responsible, against the cost
price will then be confirmed on
of any damage to the car, Driver requirements
your holiday invoice. You will
* Unlimited mileage
* Insurance for fire and theft
and third party cover
* Collision damage waiver( you
are protected, subject to any
regardless of the cause but
excluding theft, attempted * Drivers must have a full UK
theft and vandalism)
licence and a minimum 1
received a car hire voucher ,
along with your documents,
about three weeks before your
* Maitenance and replacement
in case of break down.
year’s experience. Minimum
driving age 21.
departure. This voucher must
be handed to the car hire
* Local taxes (excluding local
taxes on some extras which
DO REMEMBER TO TAKE
YOUR DRIVING LICENCE
company
as
proof
of
reservation when you collect
WITH YOU
the car.
are payable locally).
Read the brochure for holidays in Greece and answer the questions
1. Do I have to pay for each kilometre?
2. Is the car insured if it is stolen/
3. Is the care insured in cse I damage it?
4. Do I need extra insurance in case the car is stolen?
45
5. Will I have to pay any local taxes in local currency?
6. Do I have to collect the car from the car rental office?
7. If I want a cild seat, will it cost extra?
8. Is there an extra charge for more than one driver?
9. Can I rent a car if I’m 20 years old?
10. What do I have to show the car hire company when I collect the car?
( extracted from WELCOME)
Pronunciation
1- Listen and underline the word with a different stress pattern from the other
Example : money
machine
mountain
message
a. answer
agree
allow
attract
b. complete
c. middle
d. compare
e. garden
f. pronounce
g. shampoo
common
minute
correct
granny
provide
shoulder
careful
mission
copy
guitar
promise
shower
crazy
mistake
collect
grammar
prefer
shopping
h. reason
remove
receive
review
2-Read the sentences and decide what stress pattern the words in bold have. Then
listen and check
Example: I got my first record as a present when I was eleven
Record Oo
present Oo
a. You’ve progressed well this year, but I’d like to see even more progress
progressed
progress
b. We import too much petrol and the country’s export figures are going down
import
export
c. It started as a student protest, bt now the army has rebelled against the government
protest
rebelled
d. In the desert, there is a big contrast between temperatures in the day and at night.
Desert
contrast
e. These companies produce household objects such as fridges and washing machines
produce
objects
(Extracted from English pronunciation in use)
LISTENING
1- Listen to this tourist in Greece enquiring about car rental and answer these
question
a. What is the advantage of CDW insurance?
b. Has the tourist driven on the right before?
46
c. Why are there no group A and B cars available?
d. How much will the tourist have to pay in total?
LAKIS TOURS
All prices are in drachmas
Group
Type of car
A
Suzuki SS40
B
Ford Fiesta
Fiat Uno
Suzuki GL 30
Subaro
C
Nissan Cherry
Opel Corsa
D
Beach Buggy
E
Suzuki 4x4
Low
40,200
46,900
High
46,900
49,580
48,240
52,260
60,300
67,000
67,000
71,020
Low season : 1 Jan – 31 March
These prices include unlimited mileage, comprehensive insurance
, and government tax of 20%. CDW( Collision Damage Waiver)
insurance is available at an extrac cost of 6,000 drs per week.
Personal insurance is also available. Drivers must be over 21 and
have held a full driving licence for at least 1 year.
( Extracted from listening task in FIRST CLASS)
2. Listen to some one picking up a car from the car hire desk at Cape Town airport.
Complete the online booking in the part vocabulary
3- Listen again. Complete the questions used b the assistant for each the prompts
from a training guide.
1. offer help
Can ………………………………………………………………………………?
2. find out name
What ……………………………………………………………………………..?
3. Online booking?
Was ………………………………………………………………………………?
4. Offer upgrade
Would ……………………………………………………………………………?
5. check drop-off. You are going to drop it off in ten days’ time?
Is …………………………………………………………………………………?
6. ask age
Can you ………………………………………………………………………….?
7. Offer additional insurance
Do you …………………………………………………………………………..?
8.Check/offer extras
Do you …………………………………………………………………………..?
47
9. Ask age of child
How old …………………………………………………………………………..?
10. Anything else?
Is there …………………………………………………………………………..?
11. Get signature
Could you …………………………………………………………………………..?
12. Ask method of payment
How will …………………………………………………………………………..?
( extracted from TOURISM 2)
WHEN THINGS GO WRONG
1- Discuss about What compensation would they be entitle to?
a. Their suitcase wasn’t at the airport when they arrived at their holiday destination. It
turned up two days later
b. Someone stole their passport and wallet on the beach
c. They had a bad attack of flu and had to stay in their hotel room for two days
d. Their car broke down on the way to the airport and they missed their flight
e. The alarm clock didn’t go off and they overslept and missed the flight
f. they broke a leg and had to go to hospital. They weren’t able to travel home for a
week later than planned
g. they had to cancel the holiday a the last minute because one of the party had an
accident
h. They had to cancel the holiday a the last minute because they discovered their best
friend was getting married at the same time
i. Because of bad weather the flight was held up for twelve hours
j. They were involved in a serious road accident. The hire car they were driving and
the car they crashed into were both writen off. One of the party was also permanently
injured and unable to work again
2- Read and match these headings below with the paragraphs
a. Curtailment
e. Medical and other expenses
i. personal baggage
b. Delayed baggage
f. Medical inconvenience benefit j. Personal liability
c. Missed departure
g.Loss of deposit/cancellation
k. Personal money
d. Loss of passport
h. Personal accident
l. Travel delay
OUR PREMIUM TRAVEL INSURANCE PLAN PROVIDES
1___ Sometimes your journey may have
to be cancelled for reasons beyond your
control. If this happens, you are eligible
to make a claim.
2____If you have to cut short your trip
because of injury or illness, we’ll repay a
proportionate amount of your prepaid
expenses.
48
3___
IF
an
accident
permanently 7___Loss of personal money, traveller’s
prevents you from working or results in cheques, and travel tickets ar covered
you losing an eye or limb you will be under this section.
paid £40,000. should you die as a result 8___ You can claimfor expenses incurred
of an accident your beneficiaries will be in obtaining a replacement passport.
paid £ 25,000. These benefits are 9___If your baggage is mislaid, we’ll pay
reduced if you are under 16 years of up to £100 for emergency purchases and
age.
compensation for the inconvenience.
4___ Our premium Travel Insurance 10__ You are covred for legal liability for
Plan covers medical costs and certain accidental injury to a third party or
other expenses that may be incurred accidental damage to their property by an
outside the UK
indemnity of up to £2,5 million.
5___ If you are sick or injured and have 11 __ IF you cannot reach your
to spend time in hospital or confined to
your hotel bed, you’ll receive a payment
for every complete day
6___ WE provide cover for any loss of
personal property. There is a maximum
payment for single article and a
international point of departure in time,
due to public transport failure,an accident,
or mechanical failure involving the car
you’re travelling in, up to £1,200 will be
paid to help you reach your scheduled
destination.
maximum value for valuables and 12___ if your aircraft or boat is delayed
photographic equipment. Please ensure for more than 12 hours, a compensation
that this is sufficient for your needs.
payment will automatically be made
( extracted from GOING INTERNATIONAL)
LISTENING
Problem on tour
1- listen to a guide dealing with a problem on a coach. Which of these situation has
occurred?
a. coach breaks down in the city centre
b.coach breaks down on the motorway
c. driver feels very ill and can’t continue d. one of the passengers faints
e. air-conditioning break down
f. one of the passengers gets very upset
2- look at this list of guidelines given to tour guides. Listen to the guide again and tick
the boxes when the guide demonstrates one of the guideline
a. Listen to the customer

b. Apologize

c. Show sympathy and understanding

d. Address the customer by name

e. Explain and clarify

f. Calm the person/people if they are agitated

49
g. Solve the problem or offer a plan of action

h. Use the support of colleagues and supervisors if necessary
i. Make sure the customer knows exactly what you’re going to do


j. End the discussion

( Extracted from TOURISM 2)
SPEAKING
Work in pair . Choose one of the situations (or you can invent your own) . what would
you say?
1- You have 50 passengers on the coach, but the microphone is not working
2- Some of the passengers say they booked a tour to historic buiding, but you are
already heading for a theme park
3-As you are just setting off, there is loud bang from the engine and the coach stops.
Word list
Protest
phản đối
Rebell
chống đối
Collision damage waiver: không thanh toán khi hư hại do va chạm
50
Unit 8
ALTERNATIVE HOLIDAY AND ADVENTURE HOLIDAY
Warm up
The word alternative can mean different or unusual. What do you think an alternative
holiday might be?
Reading
Read about two holiday centres in the Greek islands. Tick the activities on the right
which each centre offers.
Skyros holidays
Skyros holidays have a holiday centre on the beautiful Greek island of
skyros. The island has long sandy beaches, clear blue water, lush forests,
and a calm, relaxing atmosphere.
Skyros holidays offer over two hundred courses. Participants have a chance to develop new
skills and interests. For those who want something gentle and relaxing, courses include
activities such as yoga, meditaion, and music. There are courses inmore practicla and artistic
skills like painting, woodcarving, and pottery. And if it’s fun and physical exercise you want,
there’s also sailing and swimming.
Skyros holidays are informal and friendly. Participants are free to do as much or as little as
they please – the emphasis is on creativity, fund and relaxation. As well as the courses, tehre
are beach parties and boat trips.
Dear Eva
I’m having a great holday here at the Peligoni Club on the island
of Zakin thos.The place is very beautiful – this is a very wild part
of the island. I’m enjoying a restoration holiday. this includes
guided walks in the mountains, yoga and meditation, guitar playing
and singing, a swim in a healing sulphur water cove, and even
Greek dancing! Yesterday we visited a deserted Ventian monasery and tomorrow
we’re going on a boat trip.
They also do painting holidays here. It doesn’t matter if you’re not very good the whole island is your studio. And it’s a perfect place for wtersports. You can
learn to sail, and thre are courses in windsurfing and water-skiing too. A lot of the
villas have swimming pools too, if you don’t’ want to swim in the sea.
The accommodation is very comfortable, and the food is great. I don’t want to
leave! See you soon.
Love,
Andrea
51
Activity
skyros
Peligoni Club
Meditation
Music




Water-skiing
Guided walks




Excursions
Creative writing
Woodcarving






Yoga


Pottery/ceramics


Swimming


(Extracted from task in TOURISM AND CATERING)
Listening
1- Listen to three of the people about rural tourism. Which speaker
a- has a formal tourism qualification?
b- is carrying on the work their parents did?
c- thinks that their area has a lot of different activities to offer rural tourism visitors?
2- Listen again and make notes about the way each speaker has benefited from rural
tourism.
( extracted from listening task in TOURISM 2)
READING 2
1- Which of the provinces is best for visitors who want to
a- do things during their stay in rural Vietnam?
b- get as close as possible to ordinary Vietnamese people?
c- buy authentic souvenirs of rural Vietnamese products?
WELCOME TO RURAL VIETNAM
Welcome to a corner of Asia where you will find a lifestyle that goes back for
centuries. Fishing on the Mekong Delta, farming in Central Vietnam or craft in Bac
Ninh province- whatever your own interest , we are sure you will find something to
delight you in rural Vietnam
Vinh Long province
Located between the Tien and Hau rivers, the fertile lands of Vinh
Long nourish thousands of fruit orchards,while the countless small
islands provide ideal conditions for ecotourism and observing
wildlife. In addition, you will be able to observe the centuries – old
activities of Southern Vietnam, such as processing rice paper and
traditional Vietnamese cooking.
52
Especially interesting in Vinh Long is the opportunity to stay overnight in local
residents’ homes. There is a small but growing number of privates homes that offer
home stays. At the moment they provide accommodation and entertainment for up to
150 tourists per night.
Quang Nam province
For visitors who want to be really active in their
holidays, we recommend a visit to one of the vegetable
farming villages near the town of Hoi An in the central
province of Quang nam. Here for a day you can toil shoulder to shoulder with a
Vietnamese farmer. Hosts and guests work the land, planting rice or collecting
vegetables that they sell in the local markets. For lunch you get to eat colocynth (
similar to a bitter apple) and a traditinoal dish made of vegetables.
Bac ninh province
The homeland of Quan ho art has many traditional trade villages.
In Xuan Lai village you can find excellent bamboo products,
especially from black bamboo, while Phu Lang is famous for its
pottery. Thousands of ancient pots have been found here, and even
today thre are about 300 families in the village doing pottery work.
Tho Ha is famous for pottery, but nowadays it has alos started to produce wine.
Another village that is well-known for traditional wines is Van, on the bank of the Cau
River.
The villagers here are happy to let visitors photograph their wine being made, and to
try it or to buy it, but the brewing process itself is a secret.
Finally Da Hoi is a must. This 400-year-old trade village is famous for its traditional
silk cloth , and women there still raise silkworms and weave fabulous fabrics that they
sell.
( extracted from READING task in TOURISM 2)
2- Read the text below. Does it come from
a- a guide book?
b. a holiday brochure c. a newspaper article
Ha Long’s high climbers
Imagine an existence with no trafic, mobilephones,internet…
where you hang between the sky and th sea – on vertical rock face. Enter
the world of rock climbing, a sport that is being pioneered in Vietnam by
enthusiasts Onslo Carrington and Erik Ferjentsik in one of the country’s
most famous natural landscapes, Ha Long Bay.
Ha Long Bay is promoted as one of wonders of the natural world – and every visitor to
Vietnam knows it. in the summer, the stretch of water between Catba island and
53
Halong city is teeming with junk boats taking thousands of tourists to see the sights.
All the commotion can be a bit dizzying at tiems but one small company, Slo Pony
Adventures want to take you off the tourist trail to experience the area’s true serenity
and calm. Not only do Slo Pony offer professional , honest and friendly services, they
also pride themselves in sustainable tourism that aims to help the local community.
Slo Pony’s climbing tours include boat rides, kayaking and local cultural expereinces.
The most popular package is a full-day rock climbing and kayaking in Ha long bay,
which features rest stops on secluded beaches, swimming and cruising through the
labyrinth of rock formations in the area. For US$64 per person, you get kayaks for the
entire day, lunch, climbing equipment, western-certified climbing guides, music and
drybags to keep valuables safe.
It’s easy to see why the scenery would appeal to rock climers, with tis secluded
beaches, cobalt blue water and of course, the thousands of lime-stone karsts jutting out
of the sea. But setting up a business is hard, especially for non-natives, and even more
so when your business is the first of its kind. So why did Onslo and Erik do it?
Halong is famous for its unique fenling and fencing karst limestone rock formations,
says Erik.” What could be better for rock climbing? It’s a match made in heaven. We
often make comparision, ‘it’s like diving in the Great Barrier Reef before diving was
completely developed there”.
Slo Pony have become planted themelses in Halong, grown with the landscape and are
helping their community blossom. So wehre do they want to go“ We want to create
harmony between Vietnamese businesses, locals, authorities, tourists and Slo Pony
Adventures’ says Erik. “ While we do this, we want to provide tourists with the
ultimate travel experience in Vietnam in the hope that they will leave with a memory
they will cherish forever”
( extracted from VIETNAM DISCOVERY- issue 85 -2009)
Listening
Listen to the 2 converstions on the phone. In each case the enquirer is asking for more details
about one of the advertised holidays. In which holidays are these places and things
mentioned?
- bed and breakfast
- buddhist monasteries
- cathedral
- fiesta
- glaciers
- Himalayas
- library
- tigers
- penguins and seals
- Taj Mahal
( Extracted from listening task in GOING INTERNATIONAL)
Activities
Use holiday brochures, the internet or magazines to find adventure holidays for these people
- a couple over 60
- a sports-mad teenager boy - a family of five with a young child
What are the main differences in facilities and activities?
54
Unit 9
BUSINESS TRAVELS AND CONFERENCES
Vocabulary
Business travel terms
1- The acronym MICE is often used to describe the different parts of the business
travel industry. What do you think the letters stand for?
2- Look at the table and find the four words, beginning with M,I,C,E which mean the
following
a- occasions when people come together to discuss or decide something – usually
involving a small number of people.
b- journeys or holidays given to a worker or group of workers as reward for god work
c- large official meetings, usually lasting for a few days, at which people with the
same work or interests come together to discuss their views.
d. events at which products and services produced by different companies are shown to
the public.
Individual business travel
Business tourism
 Presentation
 Meetings and seminars
 Conferences
 Product launches
 Consultations
 Incentive trips( team, family)
 Investigations
 Exhibitions ( trade fairs, trade
shows, consumer shows)
 One – to – one meetings
 Corporate hospitality ( spectator,
participative)
3- Match the events (a –e) with items from the table. Then complete the sentences (15) with the words or phrases below
Delegates
a powerpoint presentation
box
stands
gala banquet
a. ____: The World Federation of Tour Guides is meeting in HongKong to discuss a
number of issues affecting their business and to hear talks from key representatives fo
the industry. There will be_1____ from all over the world.
b. ____: harmmond Brothers Ltd are pleased to announce their new ‘Green machine’
power-cycle, ideal for the business person and the weary sightseeing tourist alike.
Come to the Meeting Room of the Imperial Hotel for __2__ by the Chief Designer and
the Sales Manager. Drinks and snacks will be provided.
55
c. ____: Join us for the final of the Rugby league World Cup for champagne and a
superb buffet lunch. Watch the game from the comfort and luxury of our own private
___3.
d. _____: A a reward for achieving record sales figures in the last financial year, the
Directors of General Instruments Inc. are delighted to invite you on a tour of the
capitals of Wetern Europe. On the final evening the CEO will attend the __4_ to
personally thank you.
e. _____: FITUR is the world’s largest travel show after ITB Berlin. There are three
trade days( with 75,000 professional visitors expected ) and two consumer days (
150,000 visitors expected). FITUR is also the major event for Latin American tour
operators contracting their European tours. Industry partners can hire ___5 for five
days for approx £4,000
( Extracted from TOURISM 2)
LISTENING
The needs of business traveller
1- Which of these are more important for business travellers than for non-business
tourist and travellers?
a. time to choose from different travel options
b. possibility to make reservations at short notice
c. access to reservations 24 hours a day
d. express check-in at airports
e. packaged travel arrangements- flight, transfer, accommodation, meals, etc, all
included
f. fast internet connections in hotels
g. hotel in a quiet relaxing location
h. support information on local area and culture
2- Listen to the interview and decide which of the items in exercise 1 does he say are
more important for the business traveller?
( Extracted from TOURISM 2)
3- Listen to a travel agent who specilizes in corporate travel describing the particular
needs of the business traveller. Before listening, think about the meaning of these
phrases:
At short notice
a complete package
client history
To settle up
extended credit
en suite facilities
a- What does he think are the main differences between a business traveller and an
ordinary tourist?
b- what does he think are the most important things for the business traveller?
( extracted from GOING INTERNATIONAL)
READING
56
Culture guide
1- Look at the text. Match these tips with some of the categorie in the
Cultural etiquette section.
a. Leaving food on your plate is considered rude.
b. When someone meets you for the first time, they may give you their
business card. Always look at if carefully and keep it on the desk in
front of you.
c. When shopping, it is inappropriate to bargain. Shop assistants will give you your
change on a tray without counting it in front of you.
d. Do not eat or drink while walking on the street.
e. Tipping in restaurants is not usual. In fact if a tip is offered, it may be refused.
f. If you are given a present, do not open it in front of the person who gave it to you.
2- Answer the question
a. Do you agree that such notes will be especially useful for business traveller?
b. Are all the categories relevent to all tourists? Which ones are not?
c. Do you think it’s better to use an interpreter or to speak a common language?
A GUIDE TO CULTURE AND LANGUAGE FOR
THE BUSINESS TRAVELLER
These notes and guidelines are for anyone travelling to a
country which they are not familiar with. However, as a
business traveller you may find them especially useful,
partly because you’ll probably have more encounters
with local people when doing business, and also because
more may depend on them – a contract could be won by getting the cultural etiquette
right.
Cultural etiquette
1. Greetings and introductions
6. Appointments and punctuality
2. Small talk/topics of conversation
7. Behaviour in meetings
3. Dress
8. Shopping
4. Behaviour in public
9. Paying for meals/tipping
5. Dinning out
10. Gift-giving
Advice on language
1. Always try to learn a few words of the language of the country you are visiting,
even if it’s just Hello, thank you and goodbye
2. Find out beforehand what language you will be speaking with your hosts. If it’s
English, find out if their level is the same as yours. Check whether you need
interepreting services.
57
3. If you’re speaking English, remember not just to get the vocabulary and grammar as
correct as possible, but also to get the level of formality right – be appropriate and
polite, not too casual or informal.
( Extracted from TOURISM 2)
Vocabulary
Conference equipments and facilites
1- Match the words or phrases with the definitions
1. audio-visual
2- break-out room
4. flip chart
5- lamination
7- teleconferencing 8- videoconferencing
3- digital projector
6- laptop
9- wi-fi
10- lectern
a. a sloping table used for holding a book, or lecture notes, when speaking to an
audience or reading aloud.
b. technology without wires that allows several computers to share the same fast
internet connection
c. small computer that can work without wires and be easily carried.
d. system that makes paper documents into plastic documents.
e. equipment to show visual information ( using modern computer technology)
f. technology using both sound and pictures
g. meeting or discussion between two or more people in different places using
telephones, television, or computers
h. a system that enables people in different places to have a meeting by watching
and listening to each other by using computers and video cameras.
i. a place for a meeting of a smaller group of people away from the main meeting
j. large sheets of paper fixed at the top used for presenting information at a talk or
meeting.
2- Look at the conference room seating plans. Match the titles, descriptions and plans.
Title
Boardroom
classroom
theotre
Circle of chairs
clusters
u-shape
Description
a. good for large numbers needing to work on small group discussions and projects.
Allows maximum participation within groups.
b. one-way communicaiton. Good for audio-visual and lecture-style presentations
where note-taking is not so important.
c. gives sense of equal status at same time as allowing up-front presentation. Good for
close interation and working in pairs.
d. Good for small groups where close interaction and lot of discussion is expected. The
shared table creates a sense of unity.
58
e. Effective set up for one-way communication and large groups. It provides a work
surface for note-taking and reference materials.
f. good for full involvement and face to face communication where there is no need for
a dominant leader. Ideal for up to twenty participants. Table can be added
Plan
1
2








4






3




 


  


 
 




 


 


6
`
3- which arrangement would be suitable for the following events?
a. lecture or speech
e. board meeting
b. presentation
f. wedding banquet
c. product launch
d. workshop or seminar
g. press conference
h. signing ceremony
( Extracted from TOURISM 2)
READING 2
Read the letter below and answer the question
a. When is the conference planned for?
b. How many peole will be coming?
c. What information does the Conference Co-ordinatior want?
Mr Wrightson
Conference & Banqueting Manager Grosvenor House Hotel
Park Lane
London W1
6th January 199…
Dear Mr. Wrightson
59
Iam writing to you regarding a conference we are planning to hold in October of this
year.
We are looking for a venue in cental Londaon and we anticipate approxiamtely fifty
deleates who will stay for two nights, probably on a Friday and an Saturday. We will
require a large banqueting room for opening and closing events and a number of
smaller meeting rooms for other sessions. We will also need to mount an exhibition.
I would be grateful if you could send me some information about your conference
facilities together with your current rates, and and any information you may have on
social events which can be arranged to accompany the conference.
I would welcome the opportunity of discussing possible arrangement with you.
Yours sincrerely
B. White
Brenda White
Condrence Co-ordinator
ETOA
Listening
Listen and fill out the blank with the given words
Seats seating (2) sound
partitions
built-in
single
Equipment circuit
acoustics
exhibition
centre
1- Basically, we have a multi-purpose conference ___________ with ___________ for
over 450 delegates
2- Our main auditorium _____ 350 people.
3- The smaller confenrence rooms have a ________ capacity of about 55 each.
4- We have ______________-proof folding ____________between the conference
rooms. These can be opened up to form a _____________ large room.
5- The auditorium has __________ audiovisual ________________
6. We can provide a closed ______________television link-up from the auditorium to
the smaller conference halls.
7- You’ll find that both the auditorium and the conference rooms have excellent _____
8- There’s also an ____________ hall, for display purposes.
(Extracted from International Hotel English)
Word lists
Acoustic
Cluster
Lamination :
Lectern
Etiquette
thuộc về thính giác, âm thanh
hội họp
sự lát mỏng
bục phát biểu trong hội nghị
nghi thức, phép xã giao
60
Unit 10
HEALTH AND SAFETY
Warm up
Work in pair. Imagine a friend tells you they are planning to
travel around the world. Discuss what advice you would give
them about:
a- eating and drinking
b- avoiding illness
c- personal safety
Reading
Travelling around the world always involves some risk to your health.
However, by taking a few simple precautions, and using your common
sense, you can minimize the risk of illness, accident, loss or injury.
a.____
Always wash your hands before you eat. Try to eat only food that you
know is freshly cooked. Don’t eat food that has been kept warm. Avoid
uncooked food like salads, and eat only fruit that you can peel. Be
careful about fish and shellfish – in some countries they can be a health
risk.
b-______
Don’t drink tap water unless you know it is safe. Use bottled water for
drinking, washing food, and cleaning your teeth. If you can’t get
bottled water , boil the water before you drink it, or use purifying
tablets. Avoid ice unless you know it is made from purified water.
c-___
Always check local driving laws. If you are in a car, always wear a
seatbelt. If you are on a bicycle or motorbike, wear a helmet. If you
hire a car or bike, check that it’s safe and that it has insurance. Never
drink and drive. If you have an accident, tell the police as soon as
possible.
d-____
Take care not to get sunburnt. Wear a hat, sunglasses, and use sun cream
with a high skin protection factor (25+) on exposed parts of your body.
Drink plenty of liquids, particularly at the hottest time of the day. Keep
young children and babies out of direct sunlight.
61
e- _____Don’t go swimming alone, especially invery cold water. Adults should watch
each other for signs of trouble. Children should always be supervised by an adult who
can swim well. Check with local people for information about dangers such as strong
currents.
f-_____
If you are doing a dangerous sport like skiing, mountaineering, or diving, make sure
you follow the safety procedures. Check that there are medical facilities available. You
must get insurance which will pay for our medial expenses if you have an accident.
Divers should wait 24 hours after their last dive before getting on a plane.
G___.
Avoid insect bits, particularly mosquito bites, as mosquitos carry malaria and other
dangerous diseases. Keep our arms and legs covered after sunset, and use an insect
repellent. Sleep in a room with screens on the windows, and use a mosquito net around
the bed at night.
h- _____
If yu are a woman,wear what local women are wearing. Wearing a wedding ring is a
good way to avoid unwanted attention from men. Don’t walk alone at night, especially
in dark or empty streets, and avoid going to bars alone. Don’t tell people where you
are staying and always lock your door at night. Never accept lifts from strangers.
i-____
Don’t carry large amounts of cash, and keep your money and credit cards in an inside
pocket. Carry your bags carefully, and watch them all the time, especially in crowded
places. Leave your valuables in the hotel safe, and get a receipt for them. Make a
photocopy of your passport,and make a note of your credit card numbers. If you are
robbed, always tell the police.
1- Read the advice for traveller in this information leaflet. Match the headings with
paragraps
1. Don’t get bitten
2. Dangerous sports
3. Becareful what you eat
4. Women travellers
5. Security
6. Take in the sun
7. Take care in water
8. Don’t drink the water
9. Take care on the roads
2- Which paragraphs give advice about:
62
a- health?
b- safety?
3- Find two ways to avoid each of these danger. Make notes below
a- Sickness from eating bad food
- wash hands
- ……………………………………………………………………………..
b- Sickness from drinking bad water
-…………………………………………………………………………………
-…………………………………………………………………………………
c- Injury in a road accident
-…………………………………………………………………………………
-…………………………………………………………………………………
d- Sunburn
-…………………………………………………………………………………
-…………………………………………………………………………………
e- Accidents while swimming/ doing sport
-…………………………………………………………………………………
-…………………………………………………………………………………
f- Insect bites
-…………………………………………………………………………………
-…………………………………………………………………………………
g- Being robbed
-…………………………………………………………………………………
-…………………………………………………………………………………
(Extracted from TOURISM AND CATERING)
LANGUAGE SPOT
Advice and obligation
1- Complete the sentences using avoid, don’t , have to, mustn’t, or should
a- In hot weather, you _____ drink a lot of water and keep the sun off your head.
b- _____ lying in the sun too long during the first few days of your holiday.
c- _____ go swimming after eating a heavy meal or drinking alcohol.
d- You ____ jump or dive into the hotel swimming pool.
e- You _____ put sunscreen on again after have been swimming.
f- You _____ tell the rep and the hotel staff if you are allegic to anything.
g- In less developed regions, ____ eating uncooked dairy products, vegetables, and
salads.
2- Now write advice about safety and security for visitors
a- _______ convert traveller’s cheques on a daily basis
63
b- _______ carry more cash than you need.
c- _______ come out of the sea if the lifeguards tell you to.
d- ________ know where the nearest fire exit is in your hotel
e- _________open the door of your room to a person you don’t know.
f- _________ carry a wallet in the back pocket of your trousers or jeans
g- _________ use credit cards for larger purchases.
h- _________ walking down dark streets late at night.
3- Match expressions in A with continuations from B
A :1- I’m …
2- I’ve got….
3- I feel…
4- It’s …..
Ba.
b.
c.
a rash
an upset stomach
diarrhoea
f-a sore throat
g-bruised
h-dizzy
k-allergic to
l-diabetic
m-red
d.
e.
sick
swollen
i- sunburn
j-toothache
n-sunburnt
o-unwell
( Extracted from TOURISM 2)
Listening
1- Listen to the dialogue. Are the sentence True (T) or False (F)?
a. Health and safety is a very serious subject
b. The hotels has regular fires.
c. If staff see an accident, they must phone reception.
d. There is a list of first aiders at reception.
e. Many cleaning products are poisonous.
f. When lifting heavy objects you must bend your back.
2- Listen to the dialogue and answer the question
a. What’s the noise everyone can hear?
b. Where’s the fire?
c. What do Tom and Mark use to put out the fire?
d. What does Mary do?
e. Where is the assembly point?
f. What does Mary tell Jo to do?
( Extracted from Highly Recommended)
Practice
1- Think of replies to these questions from travellers. Don’t look back the text. Use your notes
in the exercises above.
a- I’m a woman travelling alone in Egypt with my six year. How can I make sure we’ll be
safe?
b- We’re spending a month in India. We like trying local food and drink, but we’re worried
about getting ill
c- We’re travelling to Sapa to go trekking . It’s not the monsoon season, but we’re still
worried about malaria.
64
Tapesscripts for English for Tourism 2
Unit 1 DESTINATION AND TOURIST ATTRACTIONS
PRONUNCIATION
1- Mr. Porter loves his pasta
No one else can eat it faster
Mr. Porter’s sister Rita,
Buys the pasta by the metre
Mr. Porter’s older daughter
Boils it all in tubs of water
2- a- from Canada to China
b- the parrot was asleep
c- the cinema was open
d- the photographer’s assistant
e- a question and an answer
f- a woman and her husband
g- a pasta salad
3- Advice
recognize
cousin
problem
machine
Similar
tonight
adventure
LISTENING
1- a. We had a total of 19,000 visitors last year
b. The population is 80 million
c. The average age of visitors to the museums is 30.5 years
d. It takes about 15 minutes to get to the airport
2- Ok, I’m going to tell you the top ten tourist destinations in the world. The top
country is a European country - can you guess which? To make it more interesting for
you. I’m going to start start at the bottom with the tenth place where we have
Germany, which had a total of 19 million tourst visitors last year. In ninth place, we
have Canada, which had 20 million visitors. Then there are two countries together in
seventh place Mexico and Russia, both with 21 million. In sixth place comes the
United Kngdom with 25 million visitors. Then in fifth place, and the highest Asian
country – any idea which one?(Japan) No, not Japan. It’s China with 31 million. In
fourth place, we have Italy 41 million; third is Spain with 48 million. Which leaves the
top two: the United States in the silver medal position. If you like, with 51 million.
And the top of the chart, by a long way is France with 75 million tourist visitors. Did
anyone guess right?
65
3- Announcer 1: British Airways passengers for the British Airways Super Shuttle
flight to Edinburgh: this flight is now boarding at gate number four. British
Airways passenger wishing to travel to Cork- flight number BA 838 – this flight is
now checking in at gate number 9.
Announcer 2: This is a security announcement. Please do not leave your baggage
unattended at any time. And please do not look after baggage left by other people.
Announcer 3: would Mr. Ian Jackman, recently arrived form Ankara, please go to
Airport information on te gound floor.
Announcer 2: Would Dr. Raymon Miller from Dublin please contact Airport
information on the ground floor.
Announcer 1: Would Mr.Simpson, meeting his daughter from Cyprus, please contact
Airport information on the ground floor. Mr.Simpson, meeting Yvonne Simpson from
Cyprus, please contact Airport information on the ground floor.
Announcer 2: Aer Lingus passenger to Dublin – flight number AI242; this flight is
now closing at gate number 6
Announcer 4: would Mrs Waring, meeting a passenger from Larnaca, please contact
Airport information on the ground floor.
Announcer 3: Would captain Jay Brock, from Canada, please contact airport
information on the ground floor
Announcer 3: British Airways passengers for flight number BA 560 to Athens: this
flight is now closing at gate number 22
Would Mr Stephen Sandberg, recently arrived from New York, please contact Airport
information on the ground floor
Announcer 2: Margaret Murphy in transit from Dusseldorf to Belfast, please go to
airport information on the ground floor
This is a security announcement. Please do not leave…
4-a – One thing you should do while you’re there is visit City Park. On weekends, they
often have these fabulous festivals of music and dance. Usually the performers wear
these amazing costumes. Oh, be sure to bring yur camera. You’ll get some great
pictures
b- The museum has a small collection of French paintings. But it’s most known for it’s
collection of Japanese art. It’s the best I’ve ever seen
c- It’s only a very small zoo, so it doesn’t’ have the knids of theings you see in big
zoos, like elephants and lions, but it has an excellent snake collection which is really
worth seeing. If you like snakes, that is!
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d- City Hall is a wonderful old building , and it’s open to the public. Everyone visits
the Mayor’s room. it’s more than 100 years old. You can also visit the art collection,
but it’s mostly pictures of old mayors – I don’t think you’d enjoy it.
UNIT 2
TOUR PLANNING
PRONUNCIATION
1- A: How long have I come for? for a month? Why have I come? oh… for some
sunshine. For the sea. For some good food. For the wine. For a bit of excitement, I
suppose. Why did you come?
B: For the money. I work here.
A: Not all the time, I hope.
2- A: Last year it was at a restaurant. The year before, it was at an expensive hotel, and
the year before that, it was at the factory itself – in the canteen. And that was the best
party, I thought.
B: Yes, but that was at the time when your wife was in charge of the canteen
LISTENING
I – INTERVIEWER; B: Begona
67
1I : What are the features of Burma that interest people from Europe?
B: it’s very peaceful. That’s an important feature. Burma doesn’t have a lot of
tourists compared to Vietnam, Cambodia,especially compared to Thailand.
I: What lse does Burma offer?
B: thre are very good beaches and we are starting to have very good hotels also
I: is it mainly beach tourism, or are there cultural attractions that people are
going to Burma to see?
B: Well, cultural attractions are the most common reason for visiting Burma.
I: Can you give us details of what sort of things people see?
B: Yes, We always start wit Yangon or Rangoon, which is the capital of
Burma. We stay there overnight the first night and the last night, when we enter
and leave the country. And we always visit Bagan. Bagan is ful of temples. It
has more than 2000 temples so our groups always stay there three nights, and
they get to see a lot of the temples. Also they can retn a bicycle, they can go by
horse drawn carriage and it’s a very interesting place. You can go down the
river in Bagan too, and that;s very nice
I: where do you go after Bagan?
B: After Bagan the second place we go to is Lake Inle, which is also amazing.
We do a lot of trekking by Inle and also in themountains, which are about one
hour away by car. And we go to the floating markets there – peole always lke
that. and then we move to Mandalay, which is in the middle of the country and
is very traditional. And we go to the school of Buddhism, also in Mandalay
I: Wow. That sounds interesting!
B : Yes, Mandalay’s lovely. And then we move to the beach. We use Ngapali
beach. We have to fly from Yangon or Mandaly to Thandwe, and then to
Ngapali. We stay there two nights, and the beach is very, very beautiful
I: is it difficult to persuade people to go to Burma?
B: A little. The thing is that we find that people don’t know anything about
Burma. They are very scared, so we try to teach them, we try to tell them where
it is located, that it’s a very safe place, and we are like teachers with them,
because they don’t know what it is.
2- I: INTERVIEWER; G: GEORGE
I : George, you’ve been working for one of Europe’s largest tour operators for
the past twenty years. Can you tell us what familiarization trips are?
68
G: Well, the familiarization trip or fam trip, as it is commonly known, means
different things to different people. Basically, for us, it is an opportunity for the
people who sell our holidays to get to know our hotels and resorts better. We ,
as a tour operator, get together with an airline, the relevant national tourist
office, and one or more of our hotels to construct a trip for the employees of the
travel agencies that we’re dealing with. They will be staying inour hotels,
which, we hope, they will then recommend to their customers. Now , in the
past this was really often seen as a chance for, basically, a cheap holiday. you
stayed in a nice hotel, met a few people and had a good time. Not much work
was done. It was considered a kind of freebie.
I: So who pays for fam trips?
G: Well, as I said: tour operators, transportation companies, such as airlines but
also coach companies and ferry operators and the hotels themselves. We
actually charge the agencies something for sending people along. That way
agencies themselves become more concerned about getting value for money.
we don’t charge much, mind, or we woudn’t get anyone who was interested
I: Right. Well, thanks very much
3-.4- I: interviewer; D: Diane
I: Diane, can you tell me about your work and how you go about selecting a
hotel for your clients>
D: Well, I work exclusively with incentive tours. More precisely, I work as
Ground Handling Agent for incentive tours from US. As I’m based here in
London, I often don’t know the clientest intimately. So I rely on my incentive
agent in the US to inform me of exactly what sort of gorup they are and what
sort of things they like doing, etc.then I’ll make preliminary inspections of
varous hotels, as part of the jobj of theo agorund handler is selecting a hotel.
The next thing is to make recommendations to my client on the basis of these
inspections. Nine times out of ten, my clients will also want to inspect the
hotels themselves, so one or two of my clients will come over on an inspection
visit and they’ll make the final choice themselves.
I: really?
Yes, and we’ll see as many hotels in one day as we can. A few days ago, I took
some clients to visit sevent hotesl in one day whichis quite normal, but a few
weeks ago, we inspected fourteen hotels, all in one day.
I: Goodness! Wht , in genteral are they looking for?
69
D:Obviously, detail depend on the group in question. . the incentive groups I
deal with will generally spend a lot of time socializing. Consequetnly, the
communal areas such as the bar must be large, attractive, and atmosphereic.
The reception area will be the first thing they see, so the company will want it
to be impressive. Because there’s lots of socializing , not just within the group
but also with clients based in Europe, there must be sufficient rooms for private
functions. And of course they’ve got to be big enough. Generally, that means
we deal with luxury hotels. We don’t always because a deluxe hotel won’t
necessarily suit the requirements of the particular group we’re dealing with.
But , by and large, the more stars a hotel has, the bigger and better the facilities.
I: so how do you keep up to date with new facilities, special offers or even new
hotels?
D: I’m on the mailing list of all the main hotels in the London area so I’m kept
updated by mailshot, and I know the people in the sales divisions of most of the
hotels we deal with. I f they have a special offer coming up, they’ll telephone
and le me know. To keep myself informed, there TTG- that’s the Travel Trade
Gazette- which is vital reading for anyone in my line of work. If there’s any
new hotel development, or even new hotels being buit, then it will be included
in there. I also make a point of going to trade fairs, such as the one in Earls
Court inNovember caled the WTM. People from all over the world attend, and
I make appointments to meet people in the hotel business.
I: Have you ever recommended a hotel you haven’t inspected?
D: Never. For example, yesterday I went into London just ot see one room in a
large city centre hotel. I was offered forty – four of particular tye of room for a
client. This hotel has 14 different types and I wasn’t sure it was the right type.
Just to be sure, I went to check and I’am glad I did. It wansn’t! you see, every
time I recommend a room, my reputation is on the line.u
I can’t afford to make mistakes
70
Unit 3
TOUR EXECUTION
PRONUNCIATION
LISTENING
P: PETER / D: DONALD
E: MRS.ENDO
P: Ok, so what time did they say they would be here , Donald?
D: Well, they should be here at any moment
P: Fine, Shall I complete the group check-in list when they get here?
D: that’s good idea, and I’ll give you some help if you need it. good, here they are.
Good morning! Welcome to the Fir Tree Hotel
E: Good morning, My name is Megumi Endo. I’m the Tour Leader of the Endo Tour
Group. Very nice to meet you
D: good morning, Mrs Endo. I trust you had a pleasant flight. My name is Donald
Carter, and I’m the Front Office Manager. I’ll be checking you in. and this is Peter
makeland, my assisteant. I have there your registration cards. Could you please ask
your group to fill in both their names and passport numbers on the cards?
E: yes, of course, thank you. Now we might have a small problem. Three of our group
are friends and they’d be happier if they shared a room. if they had told me earlier, I
would have faxed you. I hope that’s not inconvenient.
D: no, not at all. So that’s three fewer singles and one more triple, so that’s two fewer
rooms in total. That won’t be a problem. Do you have the names?...Good, thank you.
I’ll get an updated rooming list printed, give it to the Head Porter andthen he’ll be able
to make sure all the luggage is taken to the right rooms. They all have their names on
their luggage?
E: yes
D: good, that’s fine. The head porter will take care of that
E: can I give you my passport list?
D: thank you
E: but I’m afraid I’ve left my voucher in my luggage. Cain I give it to you later
D: yes, of course. that won’t be a problem. Now, I’m afraid we have a small problem.
Because you are such a large group and it is so early in the morning, not all the rooms
are quite ready. So I’ve just bleeped the food and beverage manager and she will be
comng down in a minute to see to your food and drinks requirements while you are
here.
E: fine thank you
71
D: wel, in fact, here she is. Mrs.Endo, may I introduce you to Patricia Clarke, our Food
and Beverage manager. Patricia will take you through to the breakfast lunge and
discuss your meal requirements. Thank you, Patricia
E: fine , thank you
D: ok, peter. Have you got everything?
P: Note quite. What room did we allocate the tour leader?
D: 304. And that’s Megumin with an ‘I” at the end
P: ok, and the rooms. That’s three fewer singles, and one more triples. Twenty four,
ten , three and thirty seven.
D: That’s right, so the total is two fewer. Under additional remarks, make a note to tell
Reception of the changes. Put something like “ tell reception two fewer rooms
required”, then you can tick it off when we ‘ve done that. you’ve made a note about
the voucher, haven’t you? yes, good
P: fine, and Patricia Clarke – is that Clarke with an ‘e’ at the end?
D: yes, that’s right. If you give me the sheet, I’ll just check it and sign it
P: there you are
D: ok…, fine. Now, let’s go and join them in the breakfast lounge
2,3- preliminary negotiation
P: PETER C: CARLA
P: Peter Nicholson
C: Hello Peter. This is Carla Manson from Flights of Fancy.
P: oh, hello. We met last year, didn’t we? How are things going?
C: not too bad. We’ve had a pretty good year
P: that’s good. I heard you sold all just been looking at the figures.
C: that’s why I was calling, actually, I thought we ought to meet to discuss charter
arrangements for next season.
P: yes, that’s good idea. shall we fix a time now? I’ve got my diary here
C: what about next week- say Thursday?
P: that’s the 28th, isn’t it? no, I’m sorry, I’m busy all day. Could you make the
following Thursday – that’s the 4th of April
C: no, that’s not very convenient. I could do the Friday, though
P: yes, that looks good. shall we say 10:30?
C: fine. I’ll come to your offices, shall I ?
P: if you don’t mind, you remember where we are?
C: yes, I thought it might be useful to sort out the basic agenda now, if that’s all right
with you. I’d rather know in advance what’ll be coming up. Then we can both be
prepared and get down to business quickly.
72
P: good point
C: I think we should start with a review of last year
P: yes, I agree. I’ve got most of the reorts in. I can make sure I’ve got them all together
by the 5th
C: ok, I’ll have our reports too. Then I suggest we look at the question of seat rates,
and the size of our bookng next year. Obviously we’re looking for a more favourable
rate if we take a larger block of seats.
P: well, I understand what you’re saying. We can certainly llok at that. I think we’ll
have to take into account release dates and cancellation charges.
C: ok, point taken. My directors also wanted me to bring up the matter of time slots.
We’d have prefered some better departure times last year- thre was quite a lot of
customer dissatisfaction with some of the departure and arrival times. We felt we got a
bit of a raw deal to be honest.
P: wel mybe, but you’ve got to remember that on long-haul flighs there’s always going
to be some inconvenience on timngs, either when you leave or when you arrive
C: I’m not so sure, but in any case we can discuss that at the meeting
P: of course. are there any other points you tingk we should discuss?
C: just one other main one really. I thought it would be a good idea to look at the onboard extras – meals, drinks, movies, that sort of thing. We want to go a bit up-market
this year, and stress the comfort and luxury of the whole package, including the flight
itself a selling pint – especially with an airline with your reputation!
P: hmm, flattery won’t get yo anywhere ! but sure, let’s look at the whole flight
package. So is that everything?
C: I think so. We’ve got a pretty full agenda there
P: yes, will you be coming alone?
C: no, I’ll probably bring my assistant, Jo Greenyer. She’s new to the company and
it’ll be good experience for her.
P: ok, I’ll probably just be me on our side,although I’ll make sure I have someone
there to take minutes. I’ll also bring along the proposed flght schedules so we can look
at theat question of time slots
C: I’ll bring our draft brochure for you to look at as well. And the reports I mentioned
P: good, that all sounds fine. So I’ll see you at 10:30 on the 5th of April
C: ok, see you then, bye
P: bye
Unit 4
LOCAL TOUR
73
LISTENING
1- Guide:
Good afternoon, lady and gentlement. My nameis Gunilla Bergman and I welcome
you on baoard this boat, the sightseeing XII, which leaves shortly for one hour trip
round the Old City of Stockholm. Before we start I’d like to tel you about our route.
The old city is in fact a small island. It’s not possible fur us to go all the way round it
beause the water to the north of it moves to fast for boats to travel there. the reason for
this fast movement is that the water to the east of the island is the Baltic Sea. To the
west, the water is fresh, nota salt. It is the beginning of lake Malaren. At this point, the
lake water flows rapidly into the sea. Our trip will end at the point close to the Central
Railway Station… A you can see, we are now moving away from the land. The
building almost next to us on the left is the Grand hotel and beyond that you can see
the National Museum wihc contains order art. If you walk past that museum, over the
bridge and on to the island Skeppsholmen, you can visit the Museum of Modern Art,
which has more recent works.
If you look over to the right now, ou cant’ miss the Royal Palace. It has more tha one
room for everyday of the year..
We are now going to leave the Baltic Sea , Ladies and Gentlement, by going through
shissen, the Lock. In it we’ll be lifted bup to the lever of the lake ater… Right, now we
are on Lake Malaren. The bridge that we’re now passing under carries the railway
lines to the south and the west of Sweden. If you look over to the right now, you will
be able to see the German Church. It’s in the middle of the old city , as you can see,
quite high up… We’re now passing Hegeansholmen, that small island on the right next
to the Old City.There you can find the oldest house in Stockholm…
If you look over to the right now, you can see the former Parliament Building behind
thr railway and road bridges, and in front of you is the Town Hall. We go quite close
to it before we tie up at our arrival oint near the Central Station. Thank for your
attention, ladies and gentlemen and I hope you have enjoyed the trip.
2- Goodafternoon, ladies and gentlemen. My name’s Jenny and I welcome you on this
tour of historic Charleston. I’d like to introduce you to our driver, Tom
Our tour today will take about three hours but we’lll be stopping to visit a few places
and to takes photographs. It’s a very ot day out there so we’ll take it easy. As you can
see, the coach is air-conditioned, but we an adjust it if you want. Anyway, let’s begin.
As we leave the hotel, we’re driving down Meeting Street towards the river front. On
your left is the Old Market and just coming up on your right is the Gibbes Museum of
Art, which contains one of the finest collections of American paintings, prints,
drawings…
74
Now as we pass this fine church on your left- St. Michael’s , the oldest church in the
city, built in 1761 – we are n the centre of the Historic District. As you can see,
virtually every house here is a fine example of southern architecture. These houses
were nearly all owned by rich planters who came to Charlestonand the coast in the
summer to escape the heat and the mosquitoes of the back-country. if you look down
to your left, you’ll see the Heyward – Washington House, built in 1772 by Thomas
Heyward, one of the men who signed the American Declaration of Independence…..
Ok, ladies and gentlemen. The river is now in front of us on the other side of this
raterh delightful park. On the left you can see the Calhoun Mansion, perhaps the finest
of the Charleston Historic houses, although it was built a little later, in 1876, as a
Victorian showpiece. I’ll tell you a little more about that in a moment, as we’ll be
stopping there soon. The park is known as the Battery or officially, white Point
Gardens, and you can see examples of cannons and other war relics. Charleston was a
very important military centre, especially during the war of independence when the
Americans fought many battles with the British fleet. We’ll be getting off the coach in
a moment an walking along the harbour wall to Calhoun Mansion, and fromteh wall
you’ll see many examples of this military and naval history forts from the era of the
War of independence, and from more recent times the aircraft carrier USS Yorktown.
Ok, we’ll get off now. Please stay with me. If we do get separatd for any reason, we’ll
be meeting at the coach again in one hour’s time at four o’clock at the Calhoun
Mansion….
Welcome back. I hope you enjoyed the Mansion. It certainly is something special, I
think you’ll agree. WE’re now gong to drive a little way out of the historic town and
visit the Charlets towne Landing, which will be our final stopping-point for today….
We’re now crossing over the Ashley River Memorial Bridge, and the Charles Towne
Landing is just over there on yout right. Let me tell you a little about it. this is the
place where the first settlement was made in 1670. It has now been made into a large
park with exhibits showing the colony’s history, a recreation of a small village, all in a
delightful wooded atmosphere…
We’re now back at the hotel. If you want to visit some shops then King street, the
main shopping area, is just one block ahead of you. Thank you for your attention. I
hope you enjoyed the trip, and I hope you all enjoy the rest of your vacation here in
Charleston.
3- Answerphone Message
Hello, this is Jenny Townsend. I’am afraid I’m not available to take your call at he
moment. But if you’d like to leave a message I’ll get back to you as soon as possible.
Please speak after the tone.
75
Message 1
Hello, Jenny, this is Alison from City tours. I was wondering if you were able to do a
half-day panoramic tour for us on Tuesday the 6th of August? It’s an open-top bus
leaving from Baker street at 9 o’clock. If you can, can you get back to me on
6307144? Bye
Message 2
Hi, Jenny. Remember me? It’s John Bevan- you did a special guided walk for us last
year- all about the London of Charlest Dickens. Any chance of a repeat this year? Say
Thursday the 15th in the afternoon. Can you call me anyway? I’m on 01532289164.
bye
Message 3
Hello, this is the Capital Guide booking service. We’re looking for a number of guides
to work on a big incentive group we’ve got coming over on the week commencing
Monday the 12th of August. It involves an early morning transfer from Heathrow on
12th , followed by a London tour and evening theatre and dinner trip. Also an Oxford
visit on the Tuesday, then a return transer on Wednesday. Call us soon if you’re
interested. The number is 2336060. Thank you
Message 4
Hello, it’s Alison again from City tours. Do you think you could do another job for us?
It’s a half-day sightseeing and shopping trip, ending with tea at Harrods. Call me back,
you’ve got the number. Oh, I almost forgot it: it’s Friday the 9th , 2 o’clock pick-up.
Speak to you soon. Bye
Message 5
Hello, this is CTS tours. We’re looking for a guide for our four-day Scotland tour
leaving on Friday the 16th of August. It’s the standard Edinburgh and Lowlands trip.
Would you be interested? If you are, phone David here at CTS – I know you’ve got the
number. Look forward to hearing from you.
Message 6
Pau Rogers here. I wanted to know if you could do a Hapmstead Sunday tour for us.
You know the sort of thing - a walk on the Heath followed by a pub lunch. Either the
11th or the 18th of August would be fine.It’s for the Americian friends of England
group. Anyway phone me back tonight if you can. The number’s 7378192. bye
Unit 5
The other local tours
1-Describing dishes
1- A: are you ready to order?
B: Almost, but can you tell me what a Wiener schitzel is?
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A: Wiener schnitzel. It ‘s meat. It’s a kind of beef – a slice of young beef… I think you
say’ veal’
B: oh, it’s veal.
A: yes, veal. The meat is covered in breadcrumbs and then fried in butter. Sometimes
the breadcrumbs are seasoned with black pepper.
B: does it come with anything? Any vegetables?
A: yes, Schinitzel is served with potato salad and a slice of lemon. If you want, you
can also have roast potatores, French fries or rice.
B: hmm. Sounds nice, and what is ..
2A: hello again. Have you had a chance to look at the menu?
B: yes but there are things we don’t understand.
A: that’s no problem. I’ll try to explain them.
B: ok, can you tell us what tagines are?
A: yes, that’s meat- normally it’s chicken or beef – and it’s cooked with potatoes,
carrots , and perhaps some other vegetables. It’s a type of stew. Tagines are the pots
that it’s cooked in
B: mm, that sounds ok. And harira?
A: Harira is a bit like tomato soup, but it’s got other vegetables in it, too.
B: mm, that would be nice as a starter. And the salade Marocaine?
A: a salade Marocane is normally made of chopped tomatoes, onion, green peppers,
and cucumber. But here we also add boiled potatoes and olives. It’s very nice.
B: ok, can we have another five minutes while we choose?
A: yes, of course. there’s no hurry.
2-Describing a festival
Good morning everyone. Welcome to Venice. My name is Carlota and I’ll be your
guide for this weekend when we see the Festa del Redentore, the Festival of the
Redeemer, the high point of the Venice summer, with its spectacular firework display.
Before I start: can you all hear me at the back? Good, ok, let me start by telling you a
little about the history of the festival.
From 1575 to 77, as you may know, Venice was hit by a devastating plague. It killed
more than a third of the city’s inhabitants. In 1576, the city’s leader, the Doge,
promised to build a church dedicated to the Redeemer, in return for help in ending the
plague. On July 13th 1577, the plague was declared over, and work began to buld the
church. It was also decided that Venice would forever give thanks on the third Sunday
of July.
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Now, moving on to the festival itself. What happens is this: from early on the Saturday
, boats are decorated with flower, lanterns and balloons. St Mark’s lagoon fills with as
many as two thousand boats. You will see their occupants eating and drinking as they
wait for the traditional spectaular display of firework. By the way, if you’re
wondereing about dinner on Saturdayevening, you can make arrangements with the
hotel for dinner on a boat. At around 11:30 pm ,the display begins. You’ll see
fireworks illumination the silhouetted spires, domes, and bell towers of the city.
On Sunday, you’ll see a pontoon of decorated gondolas and other boats strung across
the Giudecca canal. Thisis to allow the faithful to walk to the church of Redentore.
The climax of the festival and the most significant part if you remember what I said
about the history of the festival, is the mass held in the presence of the Patriarch of
Venice. This is a reminder that the Festa has a serious side.
Oh, one thing I forgot to mention is that the traditional food for Saturday night is roast
, duck, watermelon, and of course wine. So, that’s the Festa Del Redentore. As you
can see, it’s a wonderful event. Ok, are there any questions?
3-4- practical on tour
A.S: Sara; R: Receptionist
S: hi, this is Sarah, thi guide from galloway tours. I ‘m just checking you got my
message about the later arrival tonight
R: let me see… yes, you’re not getting in until 9pm- Is that correct?
S: yes, and did you get the message about late dinner as well?
R: yes, we’ve booked you a supper for 9.30 in the bar.
S: great. While I’ve got you , can I just check something else? There’s some confusion
on the rooming list. Erm, in the printour I ‘ve got Mr and Mrs Sandford in separate
rooms, but is should be a double.
R: Did you say Mr and Mrs Sandford?
S: yeah
R: ok,..No, we’ve got them for a double.
S: oh, good, and will that have a double bed or twins?
R: a double bed
S: thank you very much
R: you’re welcome
B.
Welcome, everybody. Can you all hear me ok? Yes? Good. let me start by
indtroducing myself- my name’s Sarah, and I’ll be looking after you today. Your
driver today is Ken. We’re going to be on the coach quite a lot today because we’re
taking a scenic route through the countryside, so I hope you’re all comfortable. Is the
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temprature ok? Good. we will be stopping for lunch in a very nice hilltop restaurant,
and after a visit to the castle in the afternoon, we should arrive at tonight’s hotel
around 6pm. I’ll be telling you a little bit about the countryside and some of the places
we pass, but for te moment, just sit back and relax. Onece we’re under way, I’ll be
passing through the coach, so if you have any questions about the day, please ask me.
C.
If you look to your left in a moment, you’ll see the top of Ben Nevis, which is the
highest mountain in the British Isles, at a height of 1,344 metres. It’s cold at the top !
now , one of the ladies was asking me about the Scottish kilt, so I’ll tell you something
about this traditional dress, which is of courses still worn by many men today.
D.
Hi, this is Sara again. There’s another problem. The firs driver’s over his hours, so
we’re going to have to tak a two hour break until the relief driver can get here. Ist that
ok? It’s a nice place with some good shops , so I don’t’ think the passengers mind. I’m
assuming it’ll be alright to get them each a complimentary drink. If that’s a problem,
call me back on the mobile. Thanks.
E.
Ok, thank yo for listening. I hope you’ve enjoyed the first part of the tour. We’re going
to take a break here. You’ll find a café and toilets in the bulding over to the left of the
coach. Please be back on the coach in thirty mintes’ time – that’s at, er, eleven o’clock.
Did you all get that? eleven o’clock. The coach departs at 11.05 precisely in order to
meet our train connection. There’ll be a lot of coaches parked here, somake sure you
know which one is ours- we’re displayig th number 64, ok? Now, pleas be careful as
you get off, the steps are rather steep, and the roadt outside is a bit slippery. Thank
you.
Unit 6
Outbound – the custom regulation
1- Visa requirement
This is the american Embassy visa information line. This service includes information
on various types of Visa and related matters.
A visa is not required for British citizens for most holdiays and business visits of
ninety days or less. In total citizens of twenty –five countries are able to travel to the
US without a visa. You must be a citizen of one of the following countries: the United
Kingdom, Andorra, Argentian, Australia, Austria, Belgium, Brunei, Demark,Finland
France, Germany, Iceland, Ireland, Italy, Japan, Liechtenstein, Luxembourg, Monaco,
the Netherlands, New Zealand, Norway, San Marino, Spain, Sweden, and Switzerland.
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In addition to being a citizen of a qualifying visa free travel country , you cannot stay
in the US for longer than ninety days, you cannot perform productive work, and you
are not allowed to accept paid or unpaid employment while in the US. If you are
entereing by air or sea, u must hold a return ticket or onward ticket, and you must enter
on board an air or sea carrier that has agreed to participate in the programme. Please
check with your airlie to make sure they participate in the programme. If you onward
ticket terminates in Canada, Mexico, Bermuda, or one of the Caribbean Island, you
must be a resident of that country of destination. You must carry an unexpired passport
valid for more than ninety days. If you are entereing the US overland from Canada or
Mxico you don’t need to hae a visa. However, you need to complete a visa waiver
application form at the border crossing. Once you enter the US you may make sidetrips to Canada, Mexico, and the Caribbean Islands and return without needing a visa.
If you are not a citizen of one of the countries named, or you plan to be in the US for
longer than ninety days, you need a visa. A B1/B2 visitors’ visa is the appropriate visa
for holiday and business visits. You cannot perform productive work or accept paid or
unpaid employment while in the US.
If you require a visa for travel to the US the embassy strongly recommends that you
obtain a visa before purchasing your ticket. you may apply for a visa through the post.
Unfortunately, because of the high demand, an appointment to apply in person at the
embassy may not be available for several weeks. In addition, those who have been
refused visas twice in the past six months are not eligible for further consideration.
Please note that applications by post tak three weeks. To apply by post, please send a
completed visa application form, your passport , a receipt showing payment of the visa
application fee, a passport-sized colour photo, and a stamped self-addressed envelop to
the following address: Visa Branch, US Embassy, 5 Upper Grosvenor Street, London
W1A 2 JB.
2- AT CHECK-IN DESK
Dialogue 1
C: check-in clerk, p: passenger
C: good morning
P: good morning. Is this check-in for BA113 to Paris?
C: it is. Can I see your ticket?
P: sure , here you are.
C: thank you. can you put your suitcases onteh baggage scales?
P: ok
C: three cases. Hmm. They’re a bit heavy. You’ll have to pay an excess baggage
charge, I’m afraid.
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P: oh, dear. What’s the limit then?
C: 30 kg on this flight. And you have nearly 40 kilos.
P: how much do I have to pay then? Or can I tak this one on as hand baggage?
C: I suppose so- if you put our other bag inside it.
P: ok, yes, it fits,. It that under 30 kg now?
C: yes, just about
P: good, that’s saved some money! thank you very much indeed.
C: now, would you like an aisle seat or window seat..?
Dialogue 2
C: unfortunately, I can’t put you all together
P: what!
C: I can do two in row 6 and tow in row 11
P: oh, no, can’t you do anything else? It’s an 8 hour flight to Orlando. We don’t’ want
to be separated for that length of time.
C: well , I don’t think there’s any other possibility. I’m afraid. As I said, I haven’t got
four seats together.
P: that’s isn’t good enough. Isn’t there something else yu can do?
C:Lee me see. What’s about two in row 14 – and aisle seat and middle seat- and two
ailse seats in 13 and 15. at least , you’d be able to talk to each other.
P: ok, I suppose that’ll do if you’ve nothing better, but I would have thought that as we
got here tow hours before the flight we’d have been able to sit in the same row
Dialugue 3
C: would you like a window seat or an ailse seat?
P: could I have an aisle seat, please?
C: of course, seat 15C
P: good, because I want to keep my guitar with me
C: oh I’m sorry you won’t be able to put anything in the aisle.
P: really? yes, offcourse, I didn’t really think. But what do I do with this guitar case?
C: I’ll have to check it in with your suitcase
P: but I don’t’ really want it to ge damaged in the hold – it’s very valuable to me
personally.
C: I’m sure it’ll be safe.
P: hm, I don’t know
C: well, what you could do is check it in with one of the ground staff just before you
board the plane. They’ll put it in a special place in thehold reserved for fragile items.
P: ok, I guess that’s all right
C: Right, I’ll just put this tag on
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P: thank you
C: and here’s your boarding pass
3- international etiquette
Ok everyone. On a round the world cruise you’re obviously gong to visit a lot fo
different countries and experience a lot of different culturs, and I just wanted to say a
few words about what we call interenational etiquette- being aware of the appropriate
way to behave socially, in public. We’ll give you specific advice when you’re going
on particular shore excursions, but I thought a few gernerl words of advice now
wouldn’t go amiss.
Really, it’s all about respect. I’m sure a lot of you already know about visitng
churches, mosque, and other religious buildings. Its important to wear appropriate
clothes and cover up bare skin. Men should always wear shirts. Hosrt are not a good
idea for women – women should in general avoid showing bare shoulders, arm or legs
and in mosques and temples you’ll need to cover your head too. In fat, when we’re in
Egypt, the Middle East,and Asia you’ll also need to take off your shoes before you
enter any religious building – outdoor shoes are seen as carrying all the impurities of
the world.
I wonder if any of you know about some other customs. For example, when we get tot
the Far East, from Singapore on wards, you should be particularly careful about your
posture. The soles of your feet, for example, are considered to be the dirtiest part of
yur body, and you should never point your foot at someone –so crossing your legs in
public is not a good idea when we’re in Singapore and Thailand. Also, avoid pointing,
certainly at people, but also at objects. In Japan, and other Far Eastern countries,
blowing your nose in public is alsonot really acceptable.
When it comes to greeting people in different counries there are a lot of differences.
You’ll findEgyptian and Middle Eastern men kissing each other. The spanish and
many other sourthern Europeans aso kiss each other on the cheeks- though not
normally the men. In Japan, they’ll bow – and the extent of the bow depends on the
respect due to that person. But for you, probably the safest way to greet someone,
certainly outside Asia is just a firm shakehand. Although you must make sure it’s your
right hand; in a lot of counties, particularly African and Middle Eastern countries, the
left hand is regarded as unclean, so you shouldn’t give things to people, pass food, and
so on, with your left hand.
Food and eating habits is probably the most interesting area of international etiquette,
but you’ll be eating in international restaurants most of the time - although I hope you
can handle chopsticks! You probably won’t get invited to anyone’s home on this trip
but if you ever do, make sure you check out the way to behave first. There’s lots of
82
potential for unintentionally causing offence. For example, in Singapore you should
always say not to a second helping of food, and it’s polite to leave some food on your
plate at the end, whereas in somewhere like Russia tht would probably offend your
host.
Well, perhaps that’s enough on international etiquette for the moment. You’ll find a lot
more information in your welcome packs, and I’d like to suggest you have a good look
at the section on tipping and bargainig in particular.
Now I’ll hand over to Julia who’sl going to tell you about the entertainment
programme on board.
Unit 7
Car hire
1- CAR HIRE
T: TOURIST, A: AGENT
T: I’m thinking of hiring a car. Can you tell me about your rental terms?
A: certainly. Hre is our brochure. These are the weekly rates. They include unlimited
mileage, insurance, and government tax of 20%
T: hmm. What’s the difference between Collision Damage Waiver insurance and
ordinary insurance?
A: well, the ordinary insurance does not cover you completely if you have an accident.
You still have to pay the first 25,000 drachmas. The CDW insurance means you don’t
pay anything if you have an accident - even if it’s your fault.
T: hmm. I must say,I’m a little worried. I haven’t driven on the right since I was in
France about five years ago and then I had an accident
A: I see
T oh, it wasn’t my fault
A: you do have a full clean licence..?
T: yes
A: ok, I’m afraid we don’t have anything in Group A and B at the moment. We’ve
been very busy for the last month or so. I can give you a Nissan Cherry
T: I suppose that will do
A: right. How longdo you want to keep it>
T: two week, please, until 16 May, and I think I’ll take out CDW insurance, too
A: ok, could I see your passport and licence, please…Thank you. now, will you be the
only driver?
2- care hire dialogue
E: employee, c: customer
E: good afternoon, sir. Can I help you?
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C: yes, hello. We pre-booked a car and we’ve come to prick it up
E: certainly. What’s your name?
C: Jacobson
E: ok, was it an online booking?>
C: yes, we booked it fromt the UK
E: right. Here we are you booked the four door economy manual with air
conditioning?
C: that’s right
E: we’ve got a special offer at the moment. Would you like to upgrade to the compact
four-door for just an extra ten rand a day?
C: no,thanks. There’s just the three of us. I think we’ll be ok in the economy.
E: ok, I just need to check a few things. You’re going to drop off here in ten days’s
time. Is that correct?
C: correct. On the 21st of August
E: can you confirm your age?
C: I’m 26
E: and you’ve decided to stay with the four door economy manual with air
conditioning?
C: yes,
E: I notice you’ve only booked the collision damage waiver and the third-party
liability. Do you want to take out any additional insurance cover?
C: I did think aobut he windscreen cover but I decided against it
E: ok, do you want to book any extras?
C: I thought we’d booked the baby seat?
E: it’snot here, but that’s no problem, sir. We can easily add it. how old is the little
one?
C: she’s two
E: right, I ‘ll add that to the invoice. Is there anything else you require?
C: no, that’s everything , thank you
E: ok, could you just sign here?
C: here? Ok
E: how will you be paying the balance?
C: by credit card. Here you are
E: thank you. Right, Mr Jacobson, here’s the key. This is my colleague, Evan. He’ll
bring the car around for you and show you the basics. And we’ll see you in ten days’
time. Have a great trip.
C: thank you
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3- problem on tour
G: guide, p: Mrs Parsons
G: ok ladies and gentlemen. I’m very sorry about this, but as you can see we have a bit
of a problem. Let me explain the situation. Unfortuanately the coach has broken down
and we’re going to have to wait for a relief coach. Now, pleas keep calm. There’s
nothing to worry about as the company assure me the relief coach will be here in less
than an hour. I know it’s very hot on the coach. So this is what we’re gong to do:
we’re going to leave the coach and go up the ank to rest in the sade of the trees up on
your left. But we have to be very careful as we’re on a busy motorway. Um, the driver
will lead you up the bank. I hope that’s clear? So starting from the front..oh, yes, and
leave your bags on the coach, just take your valuables and any water if you have any…
oh, dear, what’s the matter?
P: I’m not sure I can climb up that bank. I ‘ve got a bad leg.
G: ok, please don’t worry. Mrs Parson,. Just sit here for a while. We’ll let the others
off first.
P: but I really don’t think I can get up there.
G: I know, I understand.um, I’ll tell you what we’ll do. when everyone else is off you
can stay on the coach and sit at the front- with the door open, you’ll be cool. Would
you prefer that?
P: ph, yes dear, that would be lovely.
G: ok, now just wait here and try to relax. Here are some tissues. I get some water for
you
P: thank you so much
Unit 8
1- rural tourism
1- I love my job because I can work here inmy village. We used to come and play
around this church when I was a little girl, but I never thought that I would one day be
the guide. I studied in Heraklion and got my diploma in tourism. And then the town
council decided they needed a guide because the church is important, even though it is
small. So now I’m living and working in the village I was born in. I love that.
2- rural tourism is a good opportunity for this part of Thailand. Visitors to Uhphang
can see the way of life of the local hill people. These people – the Karen hill tribekeep elephants as a means of transportation and theylive very close to nature. And
there are other activities for rural tourism like trekking, rafting, and nature-watching.
All these activities helop to make this a potential area for ecotourism.
3- rural tourism has given new life to an old industry here in Tamil Nadu. In the past in
this part of India, people make many thingsfrom the banana tree.
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A lot of tour traditional foods are made from banana. And we make baskets from fibre
that we make from the banana tree leaves. My mother and grandmother made basket
and now iam learniing to do it too.
2- holiday advertisment
1- R: representative; c : custormer
R: hello, can I help you?
C: yes, I saw our advertisement in the world wildlife magazine and I’m interested in
getting some more information.
R: right, that was our safari holiday, wasn’t it?
C: er, yes, the rhino one
R: ok, what would you like to know? I’ll send you a brochrue of course, but I can give
you some information now as well.
C: thanks. Where exactly doest the tour go?
R: it’s in the nort-east of India, mainy in the eastern Himalayas – which as you can
imagine provides some particularly spectacular scenery. But the tour also visits Delhi,
agra, and Calculta.
C: what about accommodation, - the ad mentions first class hotels. Are the faciliteiis
really that good?
R: well, you’ve got toe remember that this region has only recently been open to
tourism, so if you’re looking for an endless succession of 5star hotels then you’re
going to be disappointed. But all the hotels we use are clean and comfortable, and
you’ll find that any small lack of amenities is more than made up for by the beauty of
the surroundings
C: oh, I’m sure. I’m not after luxury
R: well, infact a lot of the places we stay at are quite luxirious – the Wild Grass Lodge
in the middle of the Kaziranga National Park, for example wehre we stay for three
nights for the main rhino and elephant safari, is very charming
C: sounds good. now the advert said it’s an 18 day tour. Is that the only tour you offer?
R: that’s our only ‘in search of rhino’ tour but we do many other tours to different
parts of India, and we can also arrange independent tours and help you with different
itineraries which could include many of the places ont eh rhino tour. You’ll see it all in
the brochure- just get back to us if you want to arrange something a bit different.
C: great. Just a couple more questions if you don’t mind.
R: sure, thatls what we’re here for
C: I know we hope to seerhino and elephants. What other things will we see?
R: well, with luck , you’ll see wild buffalo, deer, monkeys and gibbon, and possibly a
tiger or two. There’s alos some beautiful exotic plants – orchids in particular. And of
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course there are man-made places – The Taj Mahal, temple, Budhist monasteries, and
so on. But I think the thing that impresses most of our clients is the amazing beauty of
Hymalayas – there’s nothing like it.
C: what happens about meal?
R: for most of the tour we include room and breakfast only, so that you get a chance t
o uselocal restaurants- they’re very cheap in any case- but in some more remote
places, such as the Kaziranga National Park we include full board. You’ll see the
details in the brochure and price list.
C: good, well, thanks you’ve been very helpful. Could you send me that brochure?
R: certainly. What’s your name
C: it’s..
2R: hello, Peter speaking. Can I help you?
C: yes, I saw your ad in the paper and I wanted to find out a little bit more.
R: certainly. I can send you a copy of our latest brochure.
C: that would be great. Can I just ask a few things first , though?
R: of course
C: on the Antarctica trip, whereabouts do we go? Presumably we don’t actualy get toe
the South Pole?
R: no, you don’t. you start in Buenos Aires and thn you fly south across patagonia to
Tierra delFuego where you set sail for the Antarctic peninsula. You stay mainly onteh
coastal areas, where most of the interesting wildlife is
C: and accommodation is on the ship most of the time?
R: yes, you’re in hotels for the first two nights and then again for the last night, but the
rest of the time you’re on board the expedition ship.
C: what are facilites like there?
R: Very good. comfortable fully furnished cabin, all with waiter service- most meals
are included , by the way. There’s al ibrary and laboratory a, a heated plunge pool and
a sauna
C: I see. Sounds great. I wasn’t quite sure how long the trip was?
R: we’ve got two different itineraries – 14 days or 16 days. The 16 day includes two
extra days on the Antarctic peninsula.
C: so, what can I expect to see on the trip? Apart from snow and ice that is!
R: you’ll certainly see a lot of that and it’s beautiful, especially some of the glaiers.
Mainly it’ll be penguin and seal colonies, but you’ll also see whales, and of course you
may even catch a glimpse of the rarest Antarctic species of the all – the human being!
We visit a research station and an abandoned whaling station
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C: well, thanks. Can I give you my name and address for the brochure?
Unit 9Business travel
The needs of the busines traveller
I: interviewer; c: Carlo
I: what od business travellers look for most in a travel company?
C: mainly it’s speed and efficiency, nof fuss, not tot have to worry about the
arrangement,. They want to be able to say we want this and we do it. ordinary tourists,
maybe they want to spend time talking about the different possibilities- it’s part of the
fund for them, but not business travellers. They want to be able to bok alst minute, and
24 hours a day and to make changes at the last minute and thingsk like express check
in and use of a business and lounge at airport. They also want the personal touc. We
allocate an account manager to each of our clents and they have all the client history at
their finger tips things like preferences on window or aisle seats, type of hotel room,
meal options.
We like to know our clients
I: ys, that must be important
C: yes, nad it means we can arragne everything for them- flights , transfer, hotel, car
hire , meeting rooms
I: so it’s a kind of package
C: not really a pakage, more of a menu – this is what we can offer – which services do
you want us to arrange for you
I: as far as hotel requirements go, what do business travellers tend to look for?
C: assuming the basics of comfort, cleanliness, fast internet access, and so on, the
numver one is location - centre of town, near to the airport, bothof thoseif possible
I: business travel has an image of luxury high costs, high expense accoutns, and so on.
Is that true?
C: certainly not. Businesses these days are looking for value for money. of course,
compared to regular tourists, they still tend to use higher quality accommodation and
upgraded travel, particularly when entertaining important client. For us it’s a bit of
balancing act providing excellent quality and servie, but not charging too much. But
we find ways to go the extra mile
I: go the extra mile? What do you mean by that?
C: giving a little bit extra that will make them appreciate us and justify why they
should use us rather than book direct over the internet. For example, I’ve already
mentioned the personal touch, ut we also offer support servicves such as infor packs
on the place they’re going to- simple fact sheets,with practicalities of time difference,
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climate, transport services, visa and health requirements and so on. Also we produce a
mini culture guide covering basics of socail etiquette do and doing business with
different cultures. It’s proved very popular.
I: that’s very interesting. thanks for talking to us , Carlos
C: you’re welcome
2- the needs of the business traveller
I: interviewer, m: Mark
I: Mark, your company specializes in corporate travel. What exactly does that mean?
M : well, we aim to look after all the needs of the business traveller. That includes
booking flights, and hotels, and planning and arranging itineraries, advising on
location, sorting out conference venue, providing VIP services, arrangnig visas and
insurance, and so on.
I: quite a range
M: yes, what we’re doing really is offereing a complete package for the business
traveller so that he or she can concentrate on the business while wel look after the
travel
I: do you find that the needs of the business travelers are different from the ordinary
tourist
M: yes, quite different. To start with, we don’t usually deal directly with the person
who’s going to be using our services – it’s more likely to be as secretary or an assistant
who makes the arrangements. Also, for the ordinary tourists the arrangements for the
flights, the hotel, the resort, or whatever are all part of the fun, and they want to spend
time choosing them. But for the business traveller, they’re just a means to an end. First
and foremost what the business traveller want is speed and efficiency. One of the most
common request is a reservation at short notice, and we pride ourselves on being able
to provide this.
I: do you have any special ways of doing this?
M: well, we keep detailed records of a clients’ history, all their preferences and
particular needs, so we know which airline they prefer to fly with , which class they
want to fly and so on. With corporate travel the secret is knowing your customer and
being able to provide the full range of services of their needs. We take over the whole
contract for a company’s business travel arrangements. In return we can offer
attractions like discounts and extended credit.
I: what exactly is extended credit?
M: it means we can set up an account and give the client a longer period to pay,
sometimes as much as ten weeks. The ordinary tourist usually has to settle up 8 weeks
before departure.
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I: I see. And in general, what things are most important for business travellers?
M: it’s difficult to generalize, but it’s probably flight times- they want to have a choice
of times. That and a a speedy transfer throught the airport so,if we can ensure express
check-in and check-out it’s a bonus. Things like good food and free champagene aren’t
as important as some advertisers want you to think.
I: what about upgreads?
M: yes, they’re quite important. Automatic upgrades, which some airlines offer, are
especially important fo the frequent travelller. We always make sure we know which
airlines have special promotion on because you often get good deals which can save
the client money
I: could you tell me something about wath the business traveller looks for in the hotel
accommodation that you arrang?
M: number one is location – not far from the airport and not far from the city centre,
ow whereever they ‘re doing business. That’s asuming , of course, that the hotel has
everything that we would regard as essential, sucha s ensuite facilites, and access to
fax, and modem.
I: what about things like meeting rooms and business suies?
M: yes, well they can be important, depending on the purpose of the trip. But I would
say that comfort is prbably more important. You often find that particular clients are
very loyal tocertain hotel chanis partly because they can often get better deals through
priority clube, - you know thngs like discounts, and express check-in and check-outalso because they like to know what to expect, a sort of home from home. So once
again it pays to keep our client history records up todate.
I: right, thanks, Mark. Good luck with the business.
M: thanks
Unit 10- health and safety
I’d like to say a few words on the hotel’s health and safety regulation. Now, this is a
serious subject, so please listen carefully.
Firstly, fire. The hotel has reuglar fire drills so please find out where the assembly
points are for your area. We test the alarms regularly and you must keep the fire exits
clear at all times so please check them carefully.
Secondly, accidents. We must keep the hotel clean and tidy at all times, as guest could
trip on torn carpets or slip on dirty floors. If you see an accident, find a first aider
immediately. We have several members of staff who are trained first aiders and their
name are at reception. Please read the list carefully.
Thirdly, the kitchen area. Many cleaning products are poinonous so these must be
marked clearly and kept away from food. when lifted heavy objects, bend you knees
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and don’t strain your back. And finally, when using the food slicer all staff must put
the guard in place. Now are there any questions? Yes..
REFERENCES
[1] TOURISM 1 – Robin Walker and Keith Harding (2006) – OXFORD
University Press.
[2] ENGLISH FOR THE HOTEL AND TOURIST INDUSTRY, (translated
by ) Nguyen Thanh Chuong (, Social Science Publishing , 2003
[3] GOING INTERNATIONAL, English for Tourism – Keith Harding
(2001) - OXFORD University Press.
[4] WELCOME! English for the travel and tourism industry – Leo
Jones (2003) – NXB Treû.
[5] FIRST CLASS English for Tourism – Trish Stott & Roger Holt
(1991) - OXFORD University Press.
[6] HIGHT SEASON English for the Hotel and Tourist Industry –
Michael Duckworth (2006) - OXFORD University Press.
[7] HIGHLY RECOMMENDED English for the Hotel and Tourist
Industry
- Trish Stott and Rod Revell (2004) - OXFORD University
Press.
[8]
TOURISM
AND
CATERING
–
Neil
Wood
(2003)
-OXFORD
University Press.
[9] FOR NATIONAL CERTIFICATION OF LISTENING SKILL, LEVEL B,
- Le Huy Lam , HoChiMinh City publishing ,2009
[10] SAIGON, A GUIDE BOOK- Vietnamerican trading companyTuoiTre Publishing 2002
[11] THE GUIDE – Vietnam economic times- Land,Sea,Nature,
People- April 2009, The Army printing house No.2 HCMC with CTP
Technology
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[12]VIETNAM DISCOVERY – Ministry of Culture, sports,and tourismIssue 85 ,March 2009
[13]INTERNATIONAL HOTEL ENGLISH – Leila Keane(1990)-Prentice
Hall
[14]TOURISM – Neil McBurney (1996) - Prentice Hall
[15] ENGLISH PRONUNCIATION IN USE , Mark Hancock- The Youth
publishing 2004
[16] ELEMENTS OF PRONUNCIATION- Colin Mortimer – Cambridge
university press- 1985
[17] AT YOUR SERVICE, - Trish Stott- oxford university press
[18] INTERNET WEBSITE
- page http://en.wikipedia.org/wiki/Nha_Trang, )
- website http://www.vietnamimpression.com/attraction-detail.asp
- http://www.clicktovietnam.com/Vietnam_tour/Sapa-Trails-Discovery-Vietnam.asp
- http://en.wikipedia.org/wiki/Chinese_architecture
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