МІНІСТЕРСТВО ОСВІТИ І НАУКИ УКРАЇНИ
МІНІСТЕРСТВО ОСВІТИ І НАУКИ УКРАЇНИ
Харківська національна академія міського господарства
ПРАКТИЧНІ ЗАВДАННЯ
до вивчення текстового матеріалу з англійської мови
(для студентів 1-2 курсів спеціальності 6.050200
”Менеджмент у готельному господарстві та туризмі”)
Частина II
Харків – ХНАМГ – 2004
Практичні завдання до вивчення текстового матеріалу з англійської мови для студентів 1-2 курсів, спеціальності 6.050200 «Менеджмент у готельному господарстві та туризмі». Частина II. Укл.: Маматова О.В., Маматова Н.В. – Харків: ХНАМГ, 2004 – 68 c.
Укладачі: Маматова Оксана Вікторівна
Маматова Ніна Василівна
Рецензент: Іл’єнко О.Л.
Рекомендовано кафедрою іноземних мов,
протокол № 5 від 3 лютого 2004 року.
Introduction
These tasks are to change the attitudes of both teachers and students to classroom activities. The teacher who is worried that students will be missing something important will find included in the activities which develop intensive and extensive reading skills, writing in a variety of styles, and oral tasks involving varying degrees of subtlety. The teacher who brings these tasks into the study is not depriving the students of language practice, but is, instead, providing a richer context for such practice.
When teachers use texts for reading they are often too concerned with what was written at the expense of how. Reading in any language is an affective as well as a cognitive process. The teacher’s role is not that of corrector or judge, but rather that of enabler. The teacher assists with language, errors, but should not replace the student’s perceptions with his or her own.
Each unit contains the following:
• reading
• exercises in modern English Grammar
• a series of assignments that mirror real-life activities
• the text followed by a number of questions about it.
All the students can be directed to the wordlist.
Part II
Unit 7
Complaints
‘The customer is always right’. Do you agree with this statement? Discuss your views with a partner, then with the rest of the class.
Reading
Read the dialogues and answer the questions that follow them.
Dialogue 1
Customer: My name is Sarah Ashton. I booked a flight to London through this office last week. It was a telephone booking and I paid by Visa. This morning I received the ticket and you’ve booked me on the wrong flight.
Travel agent: Hmm … What flight did you want?
Customer: I want to travel on the 10 a.m. flight tomorrow. This ticket is for the 14.00.
Travel agent: Are you sure you booked the 10 o’clock flight?
Customer: Look! I definitely booked the 10 o’clock flight!
Travel agent: Well, that’s a special fare. If you want to change the departure time, there will be a charge to upgrade the ticket.
Customer: What! I don’t believe this! Listen! This is your mistake! If you think I’m going to pay any more…
a What is Sarah Ashton’s complaint?
b How does the customer sound at the start of the conversation?
c How does she sound at the end of the conversation?
d Do you think the travel agent handled the complaint well? Say why.
Dialogue 2
Guest: My name is Hagen. I’m in room 229. This morning I was woken up at 6 o’clock by a telephone call that wasn’t for me. Now this is the second time this has happened.
It’s just not good enough! The call was for a Mr. Haugen! Don’t you people listen!
Reception: I’m most terribly sorry, Mr. Hagen. I will inform the early morning supervisor. She will ensure it doesn’t happen again.
Guest: Well, I hope not! Also, I received this FAX this morning. I’ve only got the first two pages. There should be four more. Didn’t anyone check? This is a very important document!
Reception: I do apologize, Mr. Hagen. I’ll check the FAX office straight away. Could I have those two sheets, please?
Guest: Right…
a What two things does Mr. Hagen complain about?
b Do you think he sounds angrier at the beginning of the conversation or at the end? Why?
Read the dialogues again. In pairs decide the best way of handling the customer’s complaint. Compare your ideas with those of other students. Which solution do you like best?
Customer Relations.
Speaking.
Situation 1 You are a hotel receptionist. A customer has just come into the lobby and wants to speak to you.
Situation 2 You are staying at a beach resort. The hotel room is fine, but outside at certain times of day there is an unpleasant smell coming from the local municipal rubbish dump down the road. You ask to speak to the manager.
Situation 3 You are a resort representative. Someone has asked to speak to you.
Situation 4 You bought a return airline ticket from a travel agency but the wrong time was written on the return ticket and you missed your flight. You had to purchase another ticket for a later flight (which, to make matters even worse, was delayed), and as a result you missed a very important business meeting. You want to know what the agency is going to do about it.
Writing
Do you agree or disagree with the following statements?
a You should thank the person for having made the complaint.
b You should avoid making an apology unless it is requested.
c You should never say anything was your fault.
d You should never blame a member of staff who works in the same organization.
e You should always explain the cause of the problem.
f You should say that the error was exceptional.
g You should say what action is being/has been taken.
h You should make some sort of special offer as compensation.
Read this case study about an unfortunate incident in a travel agency and answer the questions below.
A number of years ago working in a retail travel agency, where one of the employees, a young woman of sixteen, was coming to the end of her first week at work. She was well dressed and well groomed, made good eye contact with those who entered the agency, and looked in every way a pleasant trainee travel agent.
At this time, she was not expected to sell travel products, but had been instructed to carry out a few simple administration tasks and to sit with the assistant manager to observe how the customers were dealt with, and how the paperwork was processed. At this early stage in her career she was not expected to deal with a customer herself.
On one particular afternoon, a regular customer came in to pay a balance. He was a valued customer who would book several fairly expensive tours in the course of a year. He was a very pleasant man who was quite friendly, but who liked to feel special, in that he was always treated well and received the best service from staff. He talked with the assistant manager for some time, and then asked a few questions of the new travel assistant – how she liked the job and how she was getting on. He then turned his attention back to the assistant manager and started to write a cheque for his holiday balance. “What is the date today?” he asked. “It’s the thirteenth,” the assistant manager replied. ”Oh, Friday the thirteenth,” he said. “Unlucky for some!” “Yes,” the new trainee said. “You never know, your cheque might bounce!”
a Who was involved?
b Were the travel agency staff experienced?
c What kind of mistake did the staff make?
d How do you think the customer felt?
e How would you describe the staff and their behaviour?
You are expected to read this case study about an incident in a travel agency and answer the questions below.
When I first started in the travel industry, I worked in a small retail agency which was owned by a very pleasant and knowledgeable man who was liked and respected by all of his customers. One day I was listening to him dealing with some customers who wanted flight seats to Malaga at very short notice, and I learned a valuable lesson which has held me in good stead in my dealing with customers. The incident occurred in the days before travel had become fully computerized and so my boss found himself telephoning a number of companies to check availability for the customer, and this was taking some time. While he was waiting to get through to operators, he struck up a conversation with the customers which eventually led to their asking his opinion on the merit of the huge choice of charter airlines operating on that route. This happened to be a pet subject of his, and he went into graphic detail about the merits and pitfalls of each carrier. Finally, he said, “The worst flight I ever had was with B … B airlines. The staff were rude, the food was awful and they even ran out of duty-frees.”
The customer thanked him for his advice and then attention was switched back to the call that was being answered by the tour operator. Up to now, no availability had been found, but on this occasion a flight with suitable timings was available. The customer was quite satisfied with the price and decided to book straight away. As my boss and the tour operator began to process the booking, the customer said “Oh, by the way, which airline are we flying with?”
My boss asked the operator, looked very sheepish, then looked up at the customer and quietly said, “Uhh …it’s B…B Airlines.”
a Who was in a pickle?
b Have you heard any stories about unfortunate travelling incidents?
Work in pairs. Take turns to be the manager of a hotel and a guest. Use the prompts below to make short dialogues. Try to use a different expression to apologize each time.
no towels / no hot water / steak not cooked / TV not working / terrible coffee / noisy guest in next room / slow service / telephone not working.
Example:
Guest: I’d like to speak to the manager, please!
Manager: I’m the manager, madam. How can I be of assistance?
Guest: There are no towels in my room!
Manager: I’m so sorry, madam. I’ll send some up straight away.
Guest: Thank you.
Sarah Ashton wrote a letter of complaint to the manager of the travel agency. Complete her letter with the correct tense of the verbs in brackets.
14 Cherry Street,
Edinburgh EH12 1QT.
16th April, 2005
The Manager,
Fly-By-Night Travel,
101 Constable Street,
Edinburgh EH4 3PQ.
Dear Sir,
I … (write) to complain about the way a member of your staff … (treat) me in Fly-By-Night Travel last Monday.
I … (go) in to alter a flight booking to London (your ref. AST/3625/B) as a result of a mistake your office … (make) in issuing my ticket.
I … (try) to explain the situation to the travel clerk on duty, but he … (be) extremely rude to me. He … (suggest) that I was in the wrong and … (tell) me that I would have to pay a supplement to upgrade my original ticket. In the end I … (have to) pay an extra £50.
I often … (fly) to London and always … (use) Fly-By-Night, but if I … (not/ receive) a satisfactory reply to this letter, I … (take) my business elsewhere.
Yours faithfully,
Sarah Ashton.
Study the text below. Then look at the reply to Sarah Ashton’s letter. Does it follow steps 1-4 in the passage?
Replying to letters of complaint
It is important to deal quickly with letters of complaint. A prompt and satisfactory reply may save a customer.
First establish whether the complaint is justified. If you are quite sure the customer is at fault, your reply should politely point out what the facts are. If there is any doubt about responsibility for a mistake, it is often wiser to assume the customer is right.
Below is a guide to the content of a typical reply to a letter of complaint. Write about each point in a separate paragraph.
1. Begin your reply by acknowledging the fact that you have received the letter and referring to the complaint.
2. Then apologize for the mistake, explaining why it happened. Avoid blaming members of your staff.
3. Explain what action you are taking. This may mean replacing or repairing damaged goods, or refunding the customer's money.
4. Finally apologize for the inconvenience caused and indicate that you hope your business relationship can continue.
Sarah Ashton,
14 Cherry Street,
Edinburgh EH12 1QT.
19 April, 2005
Dear Ms Ashton,
I do apologize for the inconvenience and hope you will decide to travel with us again.
I would like to apologize on behalf of the staff member who served you. He wishes you to know that he did not intend to cause you any offence.
Thank you for your letter of 16 April concerning your visit to Fly-By-Night Travel last Monday.
As a gesture of our goodwill I am enclosing a cheque for £50 to cover the supplement paid.
Yours sincerely,
John Fleece
Manager.
Now write a similar letter using the information below. Spend some time planning the letter before you start to write. You will have to invent some information.
You are the manager of a travel agency. You have received a letter of complaint from a Mr. Webb. He asked your office to arrange his itinerary for a business trip to Brazil. The itinerary he received gave the wrong departure time. He missed his flight to Sao Paulo as well as a number of meetings.
Letters of apology: useful expressions
I was sorry to hear that…
Please accept my sincere apologies for…
I have thoroughly investigated your complaint…
I apologize for the inconvenience.
…due to circumstances beyond our control.
I will personally make sure…
I can assure you this will not happen again.
Read the following letter from a tour operator to a customer and complete the exercises that follow.
22 Bakers Lane,
Bristol BS 105 JJ
30 September
Dear Mrs Lewis,
Thank you for your letter of 18 September. I was sorry to hear that you were disappointed by the service you received on your holiday.
I have investigated your complaint that the villa was not cleaned by the maid on the last two days of your holiday. I have spoken to our representative in Corfu, and it seems that the problems were due to the fact that the maid was ill. Unfortunately, we were not able to find a replacement at such short notice.
Please accept my sincere apologies. I can assure you that we will take steps to ensure that this does not occur again. As a sign of goodwill, I enclose a brochure for next year and a voucher which entitles you to 10% off the advertised price of any holiday booked before 31 January.
Yours sincerely,
P. Merson
Customer Services Manager.
Are the following statements true (T) or false (F)?
1. Mrs Lewis has phoned the company to complain.
2. Mrs Lewis had a problem with the maid at the villa.
3. The representative in Corfu made some attempt to solve the problem.
4. The company was entirely responsible for what went wrong.
5. The manager says he has taken action to stop the problem from happening again.
6. The manager offers the customer a small refund.
Spelling and Punctuation Mistakes
Look at these two extracts from correspondence, which both contain errors. The first is a part of a letter containing 14 spelling mistakes, the second is part of a telex that contains 13 punctuation mistakes. Find the mistakes and correct them.
Dear Madame,
Thank you very much for your letter and the inclosed literature, wich we recieved on Thurday 7 July. The infomation it contained was quiet interesting and we would like futher details on several produkts in the cataloge:
No. 44/77 Is this availaible in White?
No. 78/612 What is the diskount price of this for orders of over 500 peices?
No. 34/009 Is this compatable with your 55/88 device?
I AM AFRAID, THAT WE HAVE NOT BEEN ABLE TO CONTACT YOU BY TELEPHONE MY SECRETARY CALLED THROUGHOUT THE DAY YESTERDAY AT HALF – HOURLY INTERVAL’S BUT WAS TOLD THAT YOU WERE NOT AVAILABLE”; PLEASE CONTACT ME PERSONALLY AS SOON AS POSSIBLE. BECAUSE WE NEED TO CHECK A NUMBER OF DETAIL’S IN YOUR ORDER? YOU CAN REACH ME BY TELEPHONE AT ANY TIME THIS AFTERNOON OR TOMORROW MORNING. OUR OFFICE HOURS’ ARE 8.30 TO 5 YOU CAN LEAVE A MESSAGE FOR ME, TO CALL YOU BACK IF NECESSARY
The Reading Comprehension Section
You will read the text and you are to choose the one best answer, A, B, C, or D, to each question.
Management Communication
The problem of effective communications is a difficult and pervasive one in all types of business and industry – not just in the hospitality field.
Improving managerial effectiveness is perhaps even more important in the hotel and restaurant field where co-ordination of effort among members of a department and between departments is vital to the success of an operation and, I might add, to the personal effectiveness of a manager.
Having conducted numerous management seminars for various hotel companies, I can state that, without exception, in every seminar the managers themselves identified improved communications as the most important problem to be worked on in order to improve organizational effectiveness. If in a hotel, for example, there is a problem in communications between the front desk and housekeeping departments, newly checked-in guests could be sent to a dirty or occupied room. In fact, one could choose almost any two departments in a hotel and cite the consequences of a breakdown in communications.
On a personal, as opposed to an organizational level, most people fail in the hospitality field, not because they are technically deficient, but rather because they either cannot work effectively with others as part of a team effort (the oft-cited ‘personality clash’), or they do not possess good communication skills, either verbally or in writing. These two problems, of course, are inter-related.
Yet it is easier to identify the ‘communication problem’ than to provide simplistic, formula solutions. Following are, I believe, some of the concepts of which a manager must be aware. Identifying the issues is a necessary prelude to any effort to improve.
Communication is considered a function of modern management, and communicating with employees is a most important aspect of that function. Employee performance, vital to the success of any enterprise, is importantly affected by how well employees can identify their goals with those of the company. From the manager’s perspective, helping them to do so is a central objective of effective employee communications.
One person alone, however, cannot communicate: there must be a sender and a receiver. A famous philosophical argument involves the question: If a tree falls in the forest, does it make any noise if no one is around to hear the crash? Whatever the answer to this query, sensible or otherwise, it is clear that unless a manager communicates to an audience, whether peers or employees, who hears and understands what has been heard, no communication has occurred in the managerial forest.
1. It can be inferred from this article that
A if a tree falls in the forest, does it make any noise if no one is around to hear the crash?
B if a tree falls in the park, does it make any noise if no one is around to hear the crash?
C if a tree falls in the park, does it make any noise if a crowd is around to hear the crash?
D if a tree falls in the park, does it make any noise if no one is around to hear the blow?
2. According to this reading,’ … helping them to do so is a central objective of effective employee…’
A efforts
B skills
C communications
D perspectives
3. Where in the text does the author inform you of ‘personality clash’?
A paragraph 1
B paragraph 2
C paragraph 4
D paragraph 7
4. The underlined word ‘pervasive’ in line 1 refers to
A permeate
B damaged
C forged
D steady
5. Which of the following is true?
A …communicating with employees is a most important aspect of that function.
B …communicating with politicians is a most important aspect of that function.
C …communicating with holidaymakers is a most important aspect of that function.
D …communicating with employees is not important on the whole.
6. Think of a heading for each paragraph of the text.
7. The text you are about to discuss deals with the problem of effective communication. List 5 key words you might expect to see in the article.
Unit 8
Describing Hotel Facilities
Work in groups and discuss these questions.
a What do you expect from a good hotel?
b Which of these do you consider the most important?
• price • facilities • service • location
Note: A translation is a piece of writing.
Write a translation of the text at the teacher’s discretion. Comment on the problems:
• the good features of a hotel
• the staff
• the room – pricing policy
• what you would like to see happen in the industry.
Richard Williams Talks About Sandy Lane
HIS HOTEL: It's a very special place - Barbados as a destination is easy to reach so people can decide on a whim to come here to relax. People have so little leisure time now, it is important, to have somewhere like Sandy Lane which is easy to visit. We also have a huge advantage because of its location on easily the best beach surrounded by elegant private homes in a private estate. The hotel owns 400 acres but has only 120 rooms so it never seems busy even when we are full. People also like the elegance of the hotel, the coral-stone which changes colour from white to pink as the Sun sets, and the theatre of mahogany trees around.
STAFF: We have just under four staff, about 3.8 to every guest room, which is a nice ratio because it allows us to be very attentive. Training is very dear to my heart — about 25 per cent of our training budget goes on technical skills as the rest is on attitude and motivation. We send staff overseas to work in hotels such as the Savoy in London and their staff come here so they are always learning. But what impresses me the most is the friendliness of the staff. Where else does a maid come in on her day off to bring fruit from her garden for a guest who does not feel well?
RATES: We think our rates are good value. In the summer the rates are lower which we think is spectacular value because you get exactly the same service and facilities as in the winter. We also consider families very important and have just built a children's village in the grounds and offer adjoining rooms for U.S. $ 100, complete with soft drinks and cookies instead of a mini-bar. Our dominant market is still couples aged forty or over.
GUESTS: Our dress code sometimes causes problems because we will refuse entry to dinner if someone is not smart enough. Sometimes celebrities will try to bend the rules which is a shame because other guests don't like it if exceptions are made.
FAVOURITE STAY AT A HOTEL: Galley Bay in Antigua. We go there quite a lot because I can really relax there after the formality of my hotel. I can go to dinner in shorts and without shoes. The atmosphere is relaxed, but the service and the food are excellent. I like not having any air-conditioning and being able to virtually roll out of bed into the sea. A lot of places you can unwind, but you don't get the good service — here you get both.
DISLIKES: What I particularly dislike are city hotels where the management and owners don't bring any sense of caring. They give you a bed in a box and sterile, unoriginal surroundings. You don't have to spend a fortune on a room to find good places so it's not just a question of price.
ONE WISH FOR THE INDUSTRY: That we could get over the problem of seasonality. I wish I could somehow get across the message that the Caribbean is a beautiful place in the summer.
Which of these facilities would you expect to find in a deluxe hotel such as Sandy Lane? Are there any you would add to the list? Is this the same for all countries?
|cable television in room |lift |air-conditioning |floodlit tennis court |
|ornamental gardens |free garage space |outdoor or indoor swimming pool |sauna + jacuzzi |
|live entertainment |beauty salon |disco |gift shop |
| |tea/coffee – making facilities | |newspapers |
Adjectives and Word Order
Adjectives can be divided into a number of categories:
1. Qualitative: these adjectives identify a quality that someone or something possesses:
an attractive area a famous hotel a cheap room a pleasant stay
2. Classifying: these adjectives are used to classify the following noun:
a double bed a separate entrance a single room a bridal suite
Classifying adjectives are not normally gradable. We cannot say a very separate entrance or a very double bed. An entrance is separate or it isn't; a bed is a double or it isn't.
3. The normal order for adjectives is:
1. qualitative 2. classifying:
a small furnished apartment a special free offer a pleasant rural setting a large double bed
4. If there are more than two adjectives in a phrase, the order is:
1. subjective opinion 2. qualifier (size, age, shape) 3. colour 4. origin 5. what the noun is made of 6. what kind? what for? 7. head noun
an exquisite Ming-dynasty porcelain vase a beautiful antique china rose bowl
Compound adjectives are formed by joining two (or more) words with a hyphen:
an up-market hotel self-contained accommodation well-appointed rooms an out-of-the-way resort.
A Look at the different sectors of the tourism industry below. In each box, write four jobs that are related to it. See the example.
[pic]
B Write sentences describing two jobs you have noted down in each of the boxes. See the example.
1. In a hotel, a chambermaid cleans the rooms and the receptionist greets guests when they arrive.
2. _____________________________________________________________
3. _____________________________________________________________
4. _____________________________________________________________
5. _____________________________________________________________
6. _____________________________________________________________
Hotels and Cruise Ships
Read the two texts below. One describes a hotel and the other describes a ship. Put the words in the box into the correct spaces in the texts. The first one has been done for you.
|cabin service |chain |check in |check out |crew |
|deck |disembark |double rooms |embark |fleet |
|floor |guests |passengers |porthole |staff |
|two-berth cabins |window |room service | | |
a The Phoneсia is the latest addition to our world-famous 1 chain ______of luxury hotels. It has over 100 fully equipped 2 ______, and each has a large 3______ with a wonderful view of the sea. The facilities include a gymnasium, a cinema, a ballroom, and on the top 4______ there is a sun garden and swimming pool. There are three restaurants, and we also offer twenty-four-hour 5 ______. From the moment you 6 ______, the 7 ______ will be on hand to look after your every need. We pride ourselves on putting our 8______ first, and are sure that when you 9______, you will want to return.
b The Phonecia is the latest addition to our world-famous10______ of luxury liners. It has over 100 fully equipped 11 ______, and each has a large 12______ with a wonderful view of the sea. The facilities include a gymnasium, a cinema, a ballroom, and on the top 13 ______ there is a sun garden and swimming pool. There are three restaurants, and we also offer twenty-four-hour 14 ______. From the moment you 15 ______, the 16 ______ will be on hand to look after your every need. We pride ourselves on putting our 17______ first, and are sure that when you 18______, you will want to return.
Itineraries
One of your customers has booked a cruise to St. Vincent and the Grenadines on board a luxury charter yacht. Give your customer details of the cruise based on the following information. The first one has been done for you.
You’re arriving in St. Vincent on Monday; you’re spending the day there and the yacht sets sail at 6.00 in the evening. On Tuesday, _________________________
Activity
The three families are going to Amsterdam on a weekend break.
1. Mr and Mrs Mills: a young couple on their honeymoon. They would like somewhere quiet and romantic, with a good restaurant. They would prefer a room with a bathroom rather than a shower.
2. Mr and Mrs Henderson: a couple in their mid-thirties, with a son aged 11 and a daughter aged 12. They have friends in Amsterdam so they won't often be eating in the hotel. Mr Henderson likes to go jogging in the morning. Their children want a hotel where there will be other young people.
3. Mr and Mrs Gordon-Brown: an elderly couple who want somewhere as central and as cheap as possible.[pic]
Work in pairs. Study the information about the hotels below. Which hotel would you advise each family to stay at?
Bergman ***
A small hotel of only 16 rooms. Situated in a quiet, residential area behind Vondel Park, it overlooks a small canal and the park itself. The bedrooms have their own shower, TV, and radio. Twin rooms with bath are available at a supplement. Although the hotel does not have a restaurant or bar, the dining room is very pleasant and drinks are served on request.
We recommend early booking because of the limited accommodation available.
NO ROOM CHARGE for 1 child under 12 sharing room with 2 adults. (Meals payable direct).
Supplements per person per night: Twin with Bath £4.00
Single with Shower £8.00
ONE NIGHT FREE in stays of 3 nights or more 1 Jan. - 26 Feb., 1 - 27 Jun.
& 15 Nov. - 28 Dec.
Embassy** superior
Once a private house with a rich history, this hotel is highly recommended for the standard of its accommodation.
Because of the nature of the building all rooms are different, each with its own character, and they are on a number of levels. There are larger, superior rooms with a view of the canal (available at a supplement).
Downstairs you will find a quiet little bar and a small breakfast room. The hotel has no lift and some of the stairs are quite steep, so please request a downstairs room if the stairs could be a problem. All rooms have private shower.
Supplements per person per night: Superior Twin with Canal View £7.00
Single Room £11.00
ONE NIGHT FREE in stays of 4 nights or more 1 Jan. -15 Mar. &
1 Nov. - 31 Dec.
Empire**** luxe
An international deluxe hotel in one of Amsterdam's most fashionable areas. The Empire has 250 guest rooms and suites which overlook the canal. All the bedrooms have telephone, mini-bar, colour TV and hairdryer.
The hotel has 2 restaurants. ‘The Veranda’, which serves international cuisine, and ‘The Santori’, an elegant Japanese restaurant. The bar overlooking the canal, a discotheque, and casino complete this wonderful hotel.
NO ROOM CHARGE for 1 child under 12 sharing room with 2 adults. (Meals payable direct).
Single Room Supplement £24.00 per night.
Read a useful piece of information referring to the tour from Bangkok to Malaysia and complete this tour diary.
Tour operator representative:
Good morning. I'd like to welcome you on behalf of Thailand Tours to the Oriental Hotel, Bangkok. My name is Joanna and I'm your tour leader for the first part of your holiday.
I'm going to spend a few minutes outlining your 15-day overland tour to Singapore. If you have any questions, please don't hesitate to interrupt.
Day 2 - that's tomorrow - is a free day, so you may just want to relax in your hotel. But if you're feeling more energetic you could explore the city.
On day 3 we visit the famous floating market in the morning. Then we take a tour of the Grand Palace in the afternoon and later watch some Thai boxing. In the evening we take the overnight train to Nakorn Sri Thammarat.
On day 4 we stop at Nakorn Sri Thammarat to see the7th century temple and the museum. Then we visit the famous local silversmiths at work. After lunch we drive to Krabi on the west coast where we have dinner and stay overnight.
On day 5 we set off early for Phuket where you can relax and enjoy Thailand's largest island.
The next day, day 6, we take the early morning flight to Penang for the Malaysian part of the tour. Again it's a free day, so you can explore the street markets, or spend the day relaxing on the beach.
Day 1 Arrival in Bangkok
You arrive in Bangkok and transfer to your hotel.
Day 2 Bangkok
You are free to ... in your hotel or... the city.
Day 3 Bangkok
After visiting the ... ... in the morning, we spend the afternoon touring the Grand Palace and watching the display of Thai... In the evening, we take the overnight... to Nakorn Sri Thammarat.
Day 4 Nakorn Sri Thammarat/Krabi
On arrival, we visit the 7th century ... and the museum, before going on to see the famous ... at work. After lunch we drive to Krabi on the ... coast.
Day 5 Krabi/Phuket
After…… the night in Krabi, we set off early for Phuket. The rest of the day is yours to enjoy on Thailand's ... island.
Day 6 Phuket/Penang
We take the early flight to Penang for the .. . part of the tour. You are free to explore the ..... and mosques of Penang, or relax on the ...
Complete these sentences using the most… or the -est.
1. I think Chinese is ... language to speak in the world. (difficult)
2. Alan is ... person I know. (lazy)
3. This country has . . . weather in the world. (dreadful)
4. This is ... part of the river. (wide)
5. It's . . . hotel in the city. (modern)
6. She is ... girl at school. (pretty)
7. ... city in Scotland is Glasgow. (large)
Complete these sentences using the comparative or superlative form of the word in brackets. You may need to use more than one word.
1. Air travel is ... rail travel. (quick)
2. Travelling by taxi is ... travelling by bus. (expensive)
3. Tokyo is ... Rome. (big)
4. Everest is ... mountain in the world. (high)
5. The Pacific Ocean is ... the Atlantic. (large)
6. Egypt has much . .. summers than the U.K. (hot)
7. The Amazon and the Nile are the two ... rivers in the world. (long)
8. Adventure holidays are ... beach holidays. (exciting)
Did you find it difficult to believe? Now read the story and fill the gaps with the past tense of the following verbs:
go / check / have / interview / feel / burn / find / be (X2) / start / come to
In 1990 a visitor to the U.S.A. ... into a hotel in New York. He ... to his room, but ... cold because the air-conditioning…on so he took the curtains, the sheets, and the towels and ... a fire in the middle of the floor. The entire hotel .. . down. Luckily there . . . no casualties. His bill for one night (without breakfast) ... over $65,000,000. When the police ... him the following day, they ... that he ... a total of $I6. The daily rate for his room was $ I20.
Read these texts carefully and write a short paragraph saying what you like and dislike about lodging facilities.
Some travellers want more than recreation and relaxation when vacationing. They may choose to stay at a bed and breakfast house, where people experience travel in a less-commercialized atmosphere. If abroad, travellers may opt to stay in historic castles in France or ancient monuments in Spain. Those who want a unique experience may lodge in a hotel converted from a school or an out-of-service schooner. In any case guests can find almost any type of lodging to fit their needs.
Bed and Breakfasts
A segment of the hospitality industry that has shown a dramatic increase in popularity in the last few years is the bed and breakfast. Difficult to define, a bed and breakfast is generally considered to be a private home with a family in residence offering one to five guest rooms, although some are much larger. Originating from an old European tradition of people opening their homes to travellers, many of today’s B&Bs (as they are frequently called) combine as much of that historic charm and personal touch as possible.
B & Bs are flourishing for several reasons. Business travellers are growing weary of the complexity of check-ins and check-outs at some commercial hotels. Also, many leisure-time travellers are looking for lodging on a scale somewhere between a large, formal hotel and the private home of a friend or family member.
B & Bs offer a friendly, almost family-like atmosphere. Many guests say that arriving at a B & B at the end of the day is like returning home after a hard day's work. Community breakfasts with hosts and other guests seem only to enhance that feeling as do shared bathrooms (although these are rapidly disappearing). Each B & B is as unique as its owner. People might be attracted to a carefully preserved antebellum home in the deep South or to a restored Victorian home in the Northeast.
The increased interest in B & Bs has led to the publishing of several B & B guides and directories. There are now Reservation Service Organizations (RSOs) that enable travellers and B & Bs to connect. Also, hotels are working with B & Bs to form organizations that refer businesses back and forth, for both their mutual benefit and the benefit of their guests.
Châteaux
A château is a castle, manor house, or palace. Located all over the French countryside, some châteaux are privately owned and accept paying guests. These guests might stay in a sleek, full service hotel—complete with swimming pool—like the Château Hotel de Rieutort in southern France. On the other hand, guests might opt for châteaux which are private homes offering guest rooms, like the elegant Château de Roussan in Provence. Featuring canopied beds, a country garden, and hosts who make their guests’ privacy a priority, this château ensures rest and relaxation. In either type of lodging, guests will surely enjoy the opportunity to stay in majestic, centuries-old buildings that offer a unique insight into history.
Note:
All-Suite Hotel Apartment-style accommodations that may include breakfast and/or complimentary drinks in the room rate.
American Plan (A.P.) Hotel accommodations with three meals daily included in the price of the room.
Bed and Breakfasts (B&B) Lodging provided in private homes; usually breakfast
provided, sometimes other meals; often historic home.
Casino Hotel Hotel that provides gaming facilities.
Conference Centre Facility designed to provide the space and services needed for groups holding meetings. Some are resorts and some may be affiliated with colleges and universities or religious organizations.
Elderhostel Network of several hundred universities and colleges in
the United States and Canada that offer persons sixty or
older programmes of educational courses and adventure.
Most often, accommodations are provided in campus
dormitories.
European Plan (E.P.) Hotel accommodations with no meals included in the price of the room.
Full Pension or Pensione Term used in Europe to indicate hotel accommodations that include three meals daily.
Half Pension Hotel accommodations that include bed, breakfast, and
one other meal.
Hostel Dormitory-style accommodations often for specific
groups, such as youth, where facilities are basic, shared, and supervised.
Modified American Plan Hotel accommodations that include breakfast and either
(M.A.P.) lunch or dinner in the price of the room.
Rental Condominium Furnished apartments found mostly in resort areas, usually rented by the weekend, week, month, or season.
Residential Hotel Accommodations that provide services for guests who wish to stay for extended periods of time—a month, a season, or longer.
Resort Hotel Accommodations that provide recreational and entertainment facilities.
Spa Accommodations built around natural resources and
providing health promotion amenities—mineral waters, sun, air, special diets, and exercise.
Transient Hotel Accommodations that provide basic room amenities only.
The Reading Comprehension Section.
You will read the text and you are to choose the one best answer, A, B, C, or D, to each question.
The Hotel Business
Hotels, motels, and resorts provide lodging to suit the needs of every traveller. Some motels offer inexpensive basic services for those who simply want a comfortable place to sleep. Other motels and most hotels cater to persons who desire more luxurious surroundings and offer fine restaurants, personal service, and many recreational facilities that may include swimming pools, golf courses, tennis courts, horseback riding, game rooms, and health spas.
Lodging establishments range in size from those with only a few rooms and employees to establishments with more than 1,000 rooms and hundreds of employees. Many of the motels built in recent years are fairly large and employ many workers, but the economy motels and most older motels have relatively small staffs. In fact, some motels are run entirely by owners and their families.
Nearly all lodging establishments offer a variety of conveniences for their guests, including restaurants, banquet rooms, meeting rooms, swimming pools, and gift shops. Motels usually have simple coffee shops, while hotels often have several restaurants and live entertainment. Hotels and motels in resort areas often have a wide variety of recreational facilities including golf courses, tennis courts, and swimming pools. Large hotels also may have news-stands, barber and beauty shops, laundry and valet services, and theatre and airline ticket counters.
1. The underlined word ‘spas’ in paragraph 1 is closest in meaning to
A markets
B shops
C courts
D resorts
2. Where in the text does the author inform you of a wide variety of recreational facilities?
A paragraph 1
B paragraph 2
C paragraph 3
3. According to the text, ‘… Motels usually have …’
A restaurants and life entertainment
B simple coffee shops
C meeting and banquet facilities
D conference centres
4. Which of the following is true?
A …but the economy motels have relatively small staffs.
B …but the economy motels do not have free parking.
C …but the economy motels do not provide swimming pools.
D …but the economy motels provide the restaurant service.
5. It can be inferred from the text that
A nearly all lodging establishments offer a variety of conveniences for their guests.
B nearly all lodging establishments do not offer any conveniences for their guests.
C nearly all lodging establishments offer a variety of alcoholic drinks for their guests.
D nearly all lodging establishments offer commercial games for their guests.
6. Think of a heading for each paragraph of the text.
7. The article you are about to discuss deals with the problem of the most widely recognized forms of lodging: motels and hotels. List 5 key words you might expect to see in the text.
Unit 9
Tourism and the Environment
Reading
Below is an article about the environmental policies of the tour operator Exodus. Some of the words have been removed from the text. Read the article and choose the correct words from the box below to fill in the spaces. The first one has been done for you.
individual recruited retain effects dispose expense in blend respect offering upon interest sound character cope rather
Our environmental policy
At EXODUS, we are very well aware of the potential 1 effects of tourism on remote places and small, simple communities. It is our firm belief that our small-group philosophy provides an environmentally 2________ approach that increases the positive effects and keeps the negative ones to a minimum.
Our type of holidays – organized by, led by, and bought by people who are genuinely interested 3______ and sympathetic towards the environment and culture that they are visiting - are undoubtedly responsible tourism, 4______ more enjoyable holidays and helping host nations preserve and
protect the very reasons why we visit them. In particular, we believe that the following are the key points in this philosophy.
Small groups
A small group makes our impact 5______ communities and cultures both minimal and positive: a village can 6_____ with a dozen people, but a coach load will often swamp it.
Accommodation
Where it's possible, we like to use accommodation with a local 7______ - not just because it's more interesting, but because it's more beneficial too. Our tourist and first class hotels are often locally owned 8______ than multinational, and we often use small family run accommodation, providing a direct local benefit.
Food
When staying in hotels, we generally leave the choice of a venue for most main meals to the 9______, which not only gives you more choice, but it spreads the potential local benefit too.
When we are camping, we try to purchase as much fresh food as is practical locally – another two-sided benefit. When we leave a site we 10______ of our rubbish and leave the area as we would wish to find it.
Local staff
Wherever practical, our guides, porters, and means of transport are 11_____ locally, in order to benefit the local people directly. We are also careful to ensure that local staff and agents receive a fair rate for their work; we never try to minimize our prices at the 12______ of local collaborators.
Our own staff
We encourage our own staff to take an active 13________ in the environment and ecology of the places that they visit, and to advise and assist groups to 14______ in with and respect the communities they meet.
Ecotourism – the way forward
Ecotourism may be a trendy new term, but it refers to something that we at EXODUS have been doing for years. The key element is 15______ for the people and places that we visit, so that they benefit from our presence and are able to 16______ their cultural integrity for future generations.
Complete the passage with these words. Use each word only once. There is one more than you need.
Welcome to the wonderful world of Portland Holidays! In our latest 1 _____ we are sure you'll find the widest 2 _____ of holidays on the market. You can pamper yourself at the five-star Portland Sheraton in the well-known 3 _____ of Los Reyes, where 4 _____ for sports and night-life are second to none. Or you can 5 ______ around the island on a 6 _____ yacht, 7 _____ on deck in the warm Mediterranean sunshine, and admiring the 8 _____ scenery. Alternatively you might prefer to take a 9 ______ apartment in one of the 10 _____ fishing villages. Here you can sample the authentic local 11 _____, with its famous seafood specialities, and go on a variety of 12 ______ to places of cultural and archaeological interest.
Our prices are 13 _______ of all flights and 14________, and represent excellent value. Book now!
Complete the sentences using a word from column A and a word from
column B.
The first one has been done for you.
A B
|air |local |disposal |layer |
|developing |ozone |pollution |country |
|endangered |waste |friendly |species |
|environmentally |water |materials |conservation |
| | | | |
1. If you visit a developing country such as Bangladesh or Nepal, try to eat
and drink local produce.
2. Avoid using aerosol sprays which contain CFCs that damage the ____________
_____________.
3. Never buy ivory, tiger skins, or any other products that come from __________
_____________.
4. By travelling on public transport, you are not adding to ___________________
______________.
5. If you take shampoo and sun creams make sure they are ___________________
______________and can be recycled.
6. Make sure your hotel has a green ___________ ___________ policy and does not dump everything into the sea.
7. You can help with _____________ ______________ by taking showers rather than baths.
8. Make sure your souvenirs are made from ___________ ___________ and are not imported.
Considering Environmental Issues
Work in groups and discuss these questions.
a What could be the negative impact of tourism on the following?
• historical sites
• beaches and the coastline
• the countryside
• wildlife
• the host community’s culture
b What kinds of initiatives have been taken to counteract some of these adverse effects?
This article was written for a magazine Our planet and, using the example of Waikiki, describes ways in which small island states can develop sustainable tourism. As you read, make a note of the things that a developer should or should not do.
Safe Tourism
MOST RESOURCE-POOR island states trying to manage to survive in the global economy cannot afford to neglect the economic opportunities tourism offers. As they suffer from the continuing slide of international commodity prices, many have no alternative but to offer their natural beauty – and cheap labour costs – to attract the tourist industry. Following the rules for sustainable tourism – while tough – could reduce the risks to the environment.
SO, WHAT RULES keep you profitably safe and sustainably beautiful? The first rule is: keep tourists all in one place for as long as you can during their visit to your island. Leaving aside the thorny issues of foreign ownership and oversaturation, Hawaii can teach us a few things about safe tourism. The world's most recognized tourist destination is Waikiki. Now Waikiki was not always a beach - it was a swamp before developers trucked in white sand to create the fabled strand. The hotels on Waikiki all rose out of the same swamp and reclaimed lands. Which neatly encapsulates your second rule of safe tourism: do not displace any existing destinations.
WAIKIKI ITSELF, WITH some 30,000 hotel rooms, covers little more than seventeen city blocks. Despite its small area, the great majority of the five million tourists who visit Hawaii every year do not venture beyond this luxurious ghetto, much to the delight of the indigenous communities. Have you ever tried to get a hotel room outside of Waikiki on the island of Oahu? It is tough to find a hotel. And there are no plans to approve any more, say aides to Governor John Waihe'e, Hawaii's first Polynesian governor. Governor Waihe'e seems proud of the fact that he has not approved a major tourist development since he took office.
ANOTHER RULE: TAKE fewer tourists who will stay longer and spend more. A report commissioned by the (former) Hawaii governor's office found that the four million people who visited the islands in 1984 spent an average of ten days and unloaded $1,000 per head. Not a good sign, because infrastructural construction and maintenance costs, already hovering around one billion dollars a year, rise to keep up with such huge numbers of visitors to an island state with a total population of about a million. And do not forget that close to 60 per cent of the tourist receipts are immediately repatriated off island.
WITH THE CONCENTRATION on volume, massive hotels had to be built to cope with the millions of bodies that the airlines were dumping on the island - with competitive fares designed to put bottoms on the much larger numbers of seats in the huge 747s. In many cases the bigger hotels were relying on package tours for half their occupancy rates.
AND WHAT IS wrong with big hotels? You can imagine the amount of water, energy, personnel, roads and the like which have to be diverted to such large constructions - paid for by local tax-payers. Building huge hotels requires enormous amounts of money which are available only in the metropolitan countries, which in turn means handing ownership over to off-island corporations. Owners from distant places have a history of tying their continued presence abroad to the amount of incentives offered by the authorities, which are already saddled with the infrastructural costs, while the vast majority of revenues from tourism are repatriated off-island.
HAWAII HAS REDIRECTED its efforts to attract fewer visitors of a higher calibre. By so doing, the resorts are smaller, less costly, and much more pleasant places to visit. It was ironic that the most successful, and expensive, resorts in Hawaii were the smaller ones like Hana Maui Ranch, which had neither television nor air-conditioning. Hana Maui Ranch did have a cultural show, but it did not feature professional entertainers – those dancing for the guests were the maids, gardeners, accountants and managers of the hotel, all of whom were local Polynesians. Yet it continues to enjoy some of the highest return rates anywhere.
THAT LEADS ME to another rule: involve the local community. Ensure your success is shared by them. Offer local farmers and business folk the first opportunity to provide your resort with food. A letter from your resort to a grower guaranteeing to buy all they can grow of certain vegetables can be used by the farmer to get a favourable loan from the local bank. Instead of importing, for example, an artist-in-residence, which is fashionable in the top resorts, appoint local artists, and import a coastal-botanist-in-residence, and give the findings to the local authorities, thereby increasing the knowledge the community has of its own natural resources. Also consider marine biologists, musicologists, agronomists, and for the really confident and savvy, mythologists. In other words try to improve the lot of the locals. If you do not, then you are sentencing yourself to eventual failure which will manifest itself in surly workers and insults hurled at your hotel guests. When you first notice these signs - find a buyer, quick.
Work in groups and discuss these questions.
a What advice would you give to a developing country trying to enlarge its tourist industry?
b Which of these points could an overdeveloped tourist area take note of?
Note: Waikiki is a holiday area on the south coast of Oahu Island in Hawaii.
Revision Exercises
1. Decide if these statements are true or false.
a The Past Simple can be used to describe past events or states.
b The Past Simple can be used with: so far, up until now, over the last few years.
c The Present Perfect can be used with: ago, last year, in 1994.
d The Present Perfect can be used to talk about past events whose effects are felt now.
e The Present Perfect can be used to refer to the future.
2. Complete the definitions of these tenses using the words below:
indefinite definite moment of speaking
unspecified current remote
The Past Simple refers to an event or state that is seen as...... or...... in time.
The Present Perfect is used to refer to events which are viewed as occurring at an ...... or...... time in the past. The event is perceived as having ...... relevance and is connected to the .......
Complete the text below by putting the words in brackets into either the Past Simple or the Present Perfect tense.
The Spanish Tourism Industry
Tourism to Spain goes back to the 1930s, but package tourism really (take off) ...... in Spain during the late 1950s and 1960s. The post-war economic and population growth plus the increase in leisure time and disposable income in Northern Europe (coincide) ...... with Spain's policy to welcome tourism, offering a reliable climate, beaches, a different culture and low prices. The favourable exchange rate and competitive cost of living (be) ...... additional incentives.
Mass tourism (begin) ...... towards the end of the 1970s but the familiarity with Spain and falling standards (lead) ...... to a poor image of the country as a holiday destination. As a result, Spain (face) ...... competition in the late 1980s from other Mediterranean and long-haul destinations. At that time competitive airfares across the Atlantic to Florida and the low cost of living in America (mean) ...... that many people (prefer) ...... to go to the States rather than holiday in the Iberian peninsula. Even so, in 1993 Spain (welcome) ...... over 57 million visitors ─ 8 per cent of GNP ─and (account for) ...... 24 per cent of all Britain's outbound tourism.
The Spanish tourism industry (make) ...... many mistakes in the early years with the building of high rise hotels and poor town planning. However, the situation is changing. Over the last few years the government (restrict) ...... building and is providing grants for organizations and training in the tourist sector. In addition, it (implement) ...... an investment programme to modernize public service facilities and infrastructure and to protect the environment. And with the help of soft loans which the government (make) ...... available for refurbishments, many hoteliers (improve) ...... the standard of accommodation provided in order to meet the new stricter guidelines.
D
Discussion
What are the positive and negative effects of tourism on your country or region? Are you optimistic about the future?
Activity
Work in pairs. Use local tourist maps and brochures to prepare a talk on a tourist attraction of your choice (e.g. a monument, building, industry, or craft). Use the Passive where appropriate. Present your talk to another pair, or to the class.
Countable and Uncountable nouns
The indefinite article a/an cannot be used with uncountable nouns. Most nouns in English are either countable or uncountable, but the following may be used countably or uncountably:
• cold, country, taste, wine, coffee, tea, cake, cheese, work, hair, life, death
A Decide whether the nouns in italics are being used countably (C) or uncountably (U).
1. I’ll have a coffee while I sort my papers out.
2. It’s a matter of life and death.
3. They've always dreamed of living in the country.
4. Celebrities and critics flooded into the West End last night to see Harold Pinter's latest work.
5. I like a bit of cheese after my main course.
6. The reason he's so bogged down at work is that he's had a heavy cold for the last fortnight.
7. His death came as a terrible shock to his colleagues.
8. She's furnished the flat with such taste, hasn't she!
Note especially these uncountable nouns:
furniture, luggage, news, information, progress, knowledge, research advice
Many and (a) few are used with countables, much and (a) little with uncountables.
B Match the two halves of the sentences correctly.
1. Scientists have made little A spanner, if I promise to return it
tomorrow.
2. It is doubtful whether there is B applicants for that job, are there?
enough
3. I don't suppose there are many C news about my sister?
4. I can guarantee he'll give you some D progress in their research into the common cold.
5. The examiner asked both E coal in Britain for the next fifty years.
6. I had to check every F the candidates to sit down.
7. I was hoping you could let me G excellent advice.
have a
8. She's so well-groomed - she never H hair out of place.
has a
9. He hasn't got much I single connection, before
I found the fault.
10. Could you let me know if there's J luggage, has he?
any
Read the following information. Discuss a modern-day example of hospitality. Work in pairs. Here is some useful language.
|Opening a meeting |Right, shall we get started? |
| |The first thing we have to discuss / decide is.. |
|Inviting comments |I'd like to give the floor to ... |
| |Mrs Olsen, is there anything you would like to say? |
| |Does anyone have any further comments? |
| |Would you like to come in here? |
|Directing the |We seem to be losing sight of the main issues. |
|proceedings |With respect, I don't think that is entirely relevant. |
| |Could we stick to the subject under discussion, please? |
| |Perhaps we could come back to that later. |
| |I’ll come to you in a minute. |
|Closing the meeting |Are there any further points anyone wishes to make? |
| |To sum up, ….. |
| |Are we all agreed on this? |
| |Shall we take a vote? |
| |All those in favour? |
| |All those against? |
| |I declare this meeting closed. |
| | |
McDONALD'S
For years, display signs outside McDonald's restaurants estimated the number of people served. In 1983 the sign read, ‘Over 40 billion sold’. As the company grew, and the number served rose, keeping up a running count just wasn't possible. Now, the signs just say ‘Billions and billions served’.
What draws so many people to the golden arches? The answer partly lies in the company's watchwords—Quality, Service, and Cleanliness (QSC). These principles now form the foundation of the modern quick-service restaurant industry.
McDonald's was started in 1948 by two brothers, Dick and Mac McDonald, who sold their first hamburger from a drive-in stand in San Bernardino, California. Over time the brothers converted the drive-in to a self-service format. Their innovations included a fixed and limited menu, no carhops or tips, low prices, and fast service.
Ray Kroc, milkshake machine salesman, was incredulous when he learned that the original McDonald's shop was selling more than 20,000 milkshakes a month. Thinking he could sell shake machines to McDonald's, Kroc became involved in the restaurant. He marvelled at the speed and efficiency with which the McDonald brothers and staff served their many customers. He signed on with the brothers as their second franchising agent, and eventually bought them out.
Kroc was a genius at helping other people – usually with no restaurant experience – become successful. His franchise agreements were generous, and many early franchisees became prosperous before Kroc himself. Unlike others, Kroc kept the layers of middle management to a minimum. Instead, he managed through standards of quality and service, and brilliantly motivated his hundreds of entrepreneurs. Dozens of McDonald's innovations—the Egg McMuffin, Ronald McDonald, Big Mac—were marketing ideas invented by various franchisees and adopted by the corporation.
If receiving consistent and quality service is a key concept in hospitality, McDonald's is a modern-day example of hospitality at its best: giving people what they want, again and again, and again.
Write a 250 – word press release reporting about the development of fast foods.
The Reading Comprehension Section
You will read the article and you are to choose the one best answer, A, B, C, or D, to each question.
Fundamental Food Preparation
Food preparation is, and has been, the most fundamental art developed by man. It is also an expression of creativity that started in the prehistoric age and the changes that man brought to the preparation of food cooking on the open fire, boiling, addition of seasoning, spices and herbs, curing, etc. represent the psychological development of the place that food had in his life.
When the expression ‘feeding industry’ was created, it obscured the objectives of many food service operations and emphasized food as a need of the body rather than a need of the mind.
The planner of a food service operation, in establishing its objectives, should ask him/herself some basic questions. The answers to those questions will become the blueprint of the entire operation. Who will be my customers? Age, sex, and activities will define the nutritional needs. Education, regional origin, ethnical origin and religion will define the framework of acceptable food items. Why are people eating here? Are they captive customers, or do they have a choice? Whatever the answer is, it may help the planner to understand and analyze the psychological components of the meals.
Marketing created an expression that summarizes the behaviour of the buyer—The Total Product Value. When we buy something, we generally start with a material need. When we need a car we go out and shop for a car. All cars have one engine and four wheels! Consequently, our creation of alternative choices will be based on a mix of rational and emotional priorities. While price and economy will be the rational components, style, colour, interior comfort, status, projection of image, etc. will be the emotional ones. Sometimes the emotional components are so strong that they make us rationalize ourselves out of rationality. Consider how many people buy a new car (or used to) just for a change.
The food planner may offer the same amount of protein by serving two hot dogs, broiled fish or roasted chicken, but the customers will choose one in accordance with his/her emotional needs. Most of the time captive customers will approach meal time with mixed psychological needs and consequently they will be satisfied only by a well balanced variety. Non-captive customers instead will choose the establishment that promises to satisfy their well defined psychological needs, and this may be accomplished by more than just food. The atmosphere, interior design, decor, and service share equal importance with food, and the planner's responsibility is to prepare food whose quality and characteristics mesh with the total theme of the restaurant and fulfil the ‘expectations' created by the other elements of the atmosphere.
1. According to the text, ‘Food preparation is, and has been, the most fundamental art developed by….’
A a machine
B man
C ado
D boom
2. The underlined word ‘seasoning’ in paragraph 1 is closest in meaning to
A flavouring
B boiling
C eating
D canning
3. Which of the following isn’t true?
A Why are people sitting here?
B Who will be my customers?
C Are they captive customers?
D Why are people eating here?
4. Where in the text does the author inform you of feeding industry?
A paragraph 1
B paragraph 2
C paragraph 3
D paragraph 5
5. It can be inferred from the text that
A age, sex and activities will define the nutritional needs.
B age, sex and activities will not define the nutritional needs.
C age, sex and relaxation will define the nutritional needs.
D age, sex and activities will define the emotional needs.
6. Think of a heading for each paragraph of the article.
7. The text you are about to discuss deals with the problem of food service operation. List 5 key words you might expect to see in the article.
Unit 10
Special Interest Holidays
Reading
Special interest holidays are becoming increasingly popular as an alternative to the more traditional vacations. Read the brochure extracts below. Which holiday appeals to you more?
Whale Watching in Alaska
Keep your eyes open and your cameras ready as you cruise among the San Juans, which provide the best opportunities in the world for viewing killer whales. We’ve chosen the best place and time for these fabulous creatures.
You’ll stand at the bow, astonished and speechless, studying these individualistic animals cavorting and feasting on salmon. You’ll get to know individual orcas and their family relationships, and learn their vocalizations – an enriching experience far more rewarding than merely ‘seeing’ the whales. Your intimate encounters will be a highly personal and emotional experience, a unique entrée to the world of the orca!
Painting in Kashmir
This holiday is designed to offer you leisurely painting time in some of India’s most spectacular scenery.
The architecture and scenery alone as subject matter are a painter’s delight, but this trip will also provide you with an insight into the varied cultures and people of this wonderfully mysterious and romantic country. During the scorching summers of the northern plains, Mogul emperors retreated to the far more pleasant climes of Kashmir. Of the green valleys and wild flowers on the slopes, a poet said, ‘If there is a paradise on Earth, it is this, it is this, it is this.’
Work in pairs, one as a travel agent, the other as a tourist. Use the Present Simple to ask and answer questions about this day trip from London to Oxford and Woodstock.
08.15 Coach departs from London, Victoria.
10.00 Arrival in Oxford.
10.15 Tour of Oxford University colleges.
12.45 Lunch at the Turf Tavern.
14.00 Coach leaves for Woodstock.
14.30 Tour of Woodstock and Blenheim Palace.
17.30 Coach departs for London.
Example: A Where do we have lunch?
B You have lunch at the Turf Tavern.
Remember to convert times to the twelve-hour clock.
Note: These ways of joining sentences are common in itineraries.
After spending the night at Krabi, we set off early for Phuket. (We spend the night at Krabi. Then we set off early for Phuket.)
We see the 7th century temple and the museum, before visiting the famous silversmiths. (We see the 7th century temple. Then we visit the famous silversmiths.)
Join the following pairs of sentences using after … ing.
1. You arrive early in Bangkok. Then you are free to relax and explore the city.
2. We visit the Chinese Theatre. Then we spend the rest of the day at Disneyland.
3. We have breakfast in Queenstown. Then we take a flight over Mount Cook.
Join the sentences below using before …ing.
1. We spend the morning in Moscow. Then we reboard the Orient Express.
2. You stay overnight in Agra. You visit the Taj Mahal the following morning.
3. You can stroll around Sydney. Then you can take a leisurely harbour cruise.
Work in pairs. Student A reads the passage about Hong Kong and Student B reads the passage about Acapulco. Read one passage only. You must tell your partner about your passage, without looking at it.
Hong Kong offers you …
Hong Kong has a great range of tours, all of which can be booked through our local representative on arrival.
Travel around Hong Kong Island. See the wonderful view from Victoria Peak or explore the world-famous Stanley Market from a junk. Take a tram along the waterfront and walk round the old Hong Kong.
Watch dolphins perform in the largest oceanarium in Asia or, for those interested in history, there's Sung Dynasty village-a replica village of China 1000 years ago.
If you are interested in sports, Hong Kong has plenty to offer: golf, squash, and windsurfing, as well as facilities for playing tennis, rugby, bowls, and cricket. Or why not visit Hong Kong races at Happy Valley and Shatin racecourses?
You could, of course, just relax on the sandy beaches of Lantau Island with its tea plantations, fishing villages, and green mountains, or visit the Buddhist monastery of Po Lin.
Acapulco
Acapulco is Mexico's most glamorous resort, where the Sun shines 300 days a year, and where the nightlife enjoys an international reputation.
By day, take a cruise on a catamaran round the Bahia de Acapulco, one of the world's most beautiful bays, or sit in the shade of a palm tree or under palapa on one of the many splendid beaches.
Those who are more energetic can stroll around Old Acapulco, with its famous bullring, Plaza Caletilla, and watch the clavadistas leaping 40 metres into the sea from the cliff at La Quebrada.
By night, dine on fresh seafood at a romantic rooftop restaurant, then dance until dawn in one of the many discos in 'The Strip'. Alternatively, you could relax in a nightclub, or go on a late-night shopping trip for clothing, jewellery, and handicrafts.
palapa = a straw parasol clavadista = cliff-diver
Descriptive adjectives
Each of the groups of three adjectives below can be used to describe, one of the nouns in the box. Match each noun with a set of adjectives. Can you add an appropriate adjective to each set?
Use a dictionary to help you.
beach village hills mountains
hotels views city atmosphere
1 rolling 2 low-rise 3 quaint 4 relaxed 5 spectacular 6 unspoilt
gentle spacious old-world carefree soaring striking
undulating well-appointed charming welcoming majestic panoramic
7 ruined 8 secluded
medieval safe
bustling uncrowded
Writing
This text about a holiday complex is informative but not very descriptive. Decide where the words in the box may be placed in the text to make the holiday complex sound more appealing.
A STAY IN PARADISE
This holiday complex is within reach of the bay and the sea. There are four tennis courts available to guests and the Sandy Lane Golf Club is just a bus ride away.
Hole Town exudes an atmosphere with its streets and houses. Watch the world go by from the cafè terraces or sample dishes in the restaurants.
easy easy-going
floodlit many welcoming
whitewashed ideally situated
secluded, rocky short
cobbled mouth-watering
free-of-charge
Work with a partner. Add descriptive words to the following passage, but this time choose the words you want to insert. Then compare your text with one written by another pair of students.
Tangier with its bazaars and architecture provides a taste of the Orient. It has sporting facilities, including golf, tennis and sailing. Aquatic sports can be enjoyed along its coasts which have beaches. You can try your luck in the casino or window-shop down the boulevards of the quarter.
Making a Presentation
You have recently returned from a familiarisation trip to a holiday resort and now have to report back on your visit. Decide which resort you went to and which tour operator paid for your holiday. Prepare a presentation. Talk about the resort itself and also about those facilities offered by the tour operator. Include the following:
- TRANSPORT TO AND FROM
THE RESORT
- THE CLIMATE
- THE ACCOMMODATION
- THE LOCAL ATTRACTIONS
- THE FOOD
- TRANSPORT IN THE RESORT
- THE PRICE AND VALUE FOR MONEY
- THE KEY SELLING POINTS
After the presentation, work in groups and discuss these questions:
a Could everyone hear you? b Did they understand you?
c Did they think you sounded confident?
The language of presentations
Introduction
Good evening, everyone.
Thank you for inviting me to speak on ...
Tonight I am going to talk about...
Introducing your talk
/ I would like to start by ... I shall begin by ... Then I will speak about... Thirdly I will talk about... And lastly...
The main part of the talk
Let us begin with ...
However...
As far as (the accommodation) is concerned...
Moving on to ...
My third point deals with ...
And last but not least...
Summing up/conclusion
So, in conclusion, you can see that...
Ending your talk
I hope I have been able to tell you a little about... Does anyone have any questions?
The Reading Comprehension Section
You will read the text and you are to choose the one best answer, A, B, C, or D, to each question.
Service Orientation
Many resort operators readily identify personal attitude of the staff as a basic factor which distinguishes resort management from transient hotel management. Whereas a guest staying in a commercial hotel looks upon the hotel as his temporary headquarters, the resort guest is there for leisure and pleasure and requires full time attention and service.
The staff of a resort property usually includes a social director or recreation director specifically to arrange for the entertainment and recreation needs of guests. Both management and staff are totally dedicated to the care and comfort of guests. As a result, an interpersonal relationship often develops between the guest and resort personnel. Management may be expected to do a fair amount of personal entertaining in order to develop rapport with guests and build repeat business for the resort. The better managed resorts convey the impression of ‘home hospitality’ where guests become a part of the ‘extended family’ of the resort. Guests often look on members of the staff as long-time friends. Every employee in a resort operation, therefore, must be motivated to the philosophy of total hospitality, supportive human relationships, and unstinting service to guests around the clock. Personalized service—the remembrance of and catering to the likes and dislikes or idiosyncrasy of each guest as an individual and not as a guest statistic—is the key to success in the human equation of resort operations.
Transient hotels operate all year round. Many resorts are seasonal by definition, i.e., winter and summer resorts. The length of the operating season may fluctuate between 90 and 180 days, often depending upon climatic conditions or other factors. Sometimes the season is too short to earn sufficient revenue to cover investment costs, operating costs, and return a profit on capital. Many resorts are now attempting to move toward a four season mode by developing new markets during the off-season periods. Some winter resorts, for instance, have developed summer attractions, including recreational amenities, festivals, seminar and learning centres, etc. in their attempt to become year-round resorts.
The problems of managing a seasonal enterprise are numerous. There is the special problem of hiring and retaining a reliable labour force, season after season. Each season a new group of full-time or part-time employees must be hired and trained. Motivation of employees is made more difficult as the seasonal nature of resort employment curtails promotional and advancement incentives.
Winding down the inventory of food and supplies towards the end of the season is a management headache. Security of property and caretaker maintenance while the facilities are shut down presents other major problems.
1. The underlined word ‘idiosyncrasy’ in paragraph 2 is closest in meaning to
A a peculiarity, as of behaviour
B security of property
C a profit on capital
D advancement incentives
1. Which of the following is true?
A Transient hotels operate twice a month.
B Transient hotels operate at night.
C Transient hotels operate now and then.
D Transient hotels operate all year round.
2. According to the reading, ‘…an interpersonal relationship often develops between the guest and…’
A resort personnel
B constables
C politicians
D applicants
4. Where in the text does the author inform you of the length of the operating season?
A paragraph 1
B paragraph 3
C paragraph 4
D paragraph 5
5. It can be inferred from the text that
A …the resort guest is there for leisure and pleasure and requires full time attention and service
B …the resort guest isn’t there for leisure and pleasure but requires full time attention and service.
C …the transient guest is there for leisure and pleasure and requires full time attention and service.
D …the safari leader is there for leisure and pleasure and requires full time attention and service.
6. Think of a heading for each paragraph of the article.
7. The text you are about to discuss deals with the problem of care and comfort of guests. List 5 key words you might expect to see in the text.
Unit 11
Applying for Jobs
Work in groups. Make a list of job titles in the tourism sector. Compare your list with those ones:
a Product manager
b Conference coordinator
c Trainee hotel manager
d Travel consultant
e Cabin attendant
f Business travel consultant
Language Focus
Simple/Сontinuous verb forms
Look at these pairs of sentences and answer the questions:
1. a I work for Exotic Tours.
Is this a temporary or permanent situation?
b I’m working for Exotic Tours.
Is this a temporary or permanent situation?
2. a We fly to Dubai on Fridays.
Is this a regular event or a plan?
b We’re flying to Dubai on Friday.
Is this a regular event or a plan?
3. a The 4 p.m. shuttle is leaving.
What time is it?
b The next shuttle leaves at 4 p.m.
What time is it?
4. a She’s been working as a hostess.
Does she still work as a hostess?
b She’s worked as a hostess.
Does she still work as a hostess?
5. a When you phoned I was speaking to the manager.
Did the phone call interrupt the conversation?
b When you phoned I spoke to the manager.
Did the phone call interrupt the conversation?
Practice
1. Read this extract from an interview in which a woman is talking about her career. Put the verbs in brackets into the correct tense. Then work with a partner and compare your choices.
“I (have)… three jobs in my life so far. I (start)… as an Overseas Representative in Tunisia, Greece and Austria, and then I (work) … as an Assistant Resort Manager for two years in Turkey. I (head)… for promotion when I (decide)… to leave in order to start a family. Anyway, now I’m back in work and for the last six months I (work)… as a Contracts Executive so usually I (spend)… a lot of time with hotel managers and (negotiate)… contracts for hotel rooms and services. On top of that I (select)… new resorts and locations. At the moment, I’ve got a trainee with me who (do)… some research into…”
2. What is your occupation? What does it involve? Are you working on any particular project at the moment?
Work in groups. Discuss these questions.
a How do you find out about job vacancies?
b How do you apply?
c Have you ever applied for a job? What did you have to do?
In order to apply for a job you usually have to send a curriculum vitae (CV)-in the USA called a resume-and a covering letter. These documents are very important because they are the first impression you give.
Work in groups. Read the statements about CVs and covering letters. On the basis of your knowledge and experience, decide if you agree with them.
a A curriculum vitae is more acceptable if it is hand-written.
b A covering letter should be hand-written.
c You should always include a photograph.
d The longer a CV is the better.
e A CV should list experience in chronological order.
f It’s best to explain foreign qualifications and give an approximate equivalent in the country to which you are applying.
g There is no point in mentioning outside activities, hobbies, etc.
h Each CV should be customized for the job you are applying for.
i Perfect prose isn’t expected; note form is perfectly acceptable.
j Use space constructively; don’t mention failures or irrelevant experience.
k Don’t include your previous salary or salary expectations, unless requested.
l You can lie on a CV: they’ll never find out anyway.
m Any gaps in the dates should be explained.
n It’s best not to send the CV by fax unless requested to do so.
o Always make a follow-up phone call a few days after sending off your CV.
CVs
Work with a partner.
Tell your partner what recommendations ‘How to Write a CV’ makes about:
• personal information and experience.
• layout, language and style.
How to write a CV
When applying for a job you’ll be in competition with a number of other candidates. So your CV is important - interviewers will decide whether or not to see you on the strength of what you have written. Don’t just think of it as a list of facts; it should sum up your personal, educational and career history, as well as being an indication of your strengths and weaknesses.
Here are a few suggestions:
Presentation
• Always type your CV. Use a good typewriter or word processor.
If a CV is hand-written, it goes into the wastepaper basket.
• Use good quality paper. Don’t give the impression this is just another photocopy.
• Never send a CV without a covering letter explaining which vacancy you’re applying for. If you’re writing ‘on spec.’, send a short letter explaining what kind of post you’re looking for.
• Don’t fax a CV unless you’re asked to. It’s a confidential document.
Content
• Write a list of important headings. These should include your name, date of birth, your address (and your e-mail address, if you have one), phone number (at work and at home), your work record and so on.
• Start with your most recent job and work backwards.
• Don’t leave out any vital information. If you spent a year or two travelling, say so. Years that are unaccounted for will seem suspicious.
• Don’t include any negative information, such as exam failures or lost jobs. Be positive about yourself from the start.
• Don’t ask for your CV to be returned; many companies keep CVs on file for future reference.
Look at Mike Mortimer’s CV and answer these questions.
a What was his first post?
b What is his most recent post?
c What kind of experience has he had?
d How has his career progressed?
e In your opinion, is his CV well written? If not, what changes would you make?
Curriculum Vitae
Name Mike Mortimer
D. O. B. 12.06.72
Address 157 rue des Laboureurs, Moissy, 77550
Tel. No. 64886341
Marital status Single
Education
* 09/93-02/94 Certificate of Theme Park Management:
Miami University, Florida, U.S.A.
* 05/92-02/93 Diploma in Hospitality Management:
Neath College, Wales
* 09/92-04/92 Higher National Diploma in Tourism and
Recreation Management: Swansea Institute
of Higher Education, Wales
* 09/88-06/90 BTEC National Diploma in Business and
Finance: Fermanagh College of Further
Education, Enniskillen, Northern Ireland
* 09/83-07/88 8 GCSEs – Grade B
St. Joseph’s School, Enniskillen,
Northern Ireland
Languages
* ENGLISH, mother tongue
* FRENCH, fluent
* SPANISH, elementary
Employment experience
BIENVENUE THEME PARK
Merville, France
12/96 – present
Attractions Lead Coordinator
* Pre-opening, supervised the personal development of staff on standards of customer care
* Compiled and arranged Safety Operating Procedures for Attractions
* Managed employees’ daily schedule and delegation of tasks
* Monitored safe operation of major attractions in the Park
* Coordinated the show quality, ensured high standards of maintenance
SUPERWORLD THEME PARK
Miami, Florida
2/95-12/96
Intern Supervisor
* Implemented the Intern Programme
* Planned and presided over Special VIP Events
* Supervised the training of new employees on operating procedures
* Participated in leadership development and trainer classes 03/94-02/95
International cultural representative
• Greeted guests and answered questions
• Took inventory of stock, organized shop displays
• Organized international cultural exchange events
The Newbern Grotto Newbern, Northern Ireland
06\90-09\90
Tourist Information Assistant/Grotto Tour Guide
• Provided tourist information for local area
• Guided international parties in one of the largest caves in Europe
• Trained new employees on all aspects of cave guiding
Interests
• Folk music, judo, water sports
Additional information
1993. Sports club treasurer
1987-1990 Youth group leader.
Read the advertisement and imagine you are a candidate for the post. Make a list of the qualifications and personal qualities that are required to do the job. Design your CV.
Wanted
Tour Operator Marketing Executive
Required by EXPLORE THE WORLD LTD., a well-established travel firm operating escorted tours of Europe (ranging from Inverness to Naples and from Budapest to Lisbon) for a primarily American clientele. We seek resourceful, well-travelled applicants who not only have inbound tour-operating experience but also the ambition and ability to take on certain key management roles.
The ideal applicant must have WP skills, be literate and numerate, accurate and articulate, and have a real appetite for hard work.
A second (or third) language is essential. Please write with full CV to:
The Managing Director, Explore the World Ltd., Priory Lane, Buxford, OX18 4DG.
Imagine what it would be like to be:
a safari leader
a conference interpreter
a politician
a teacher
a model
a travel consultant
What qualities would you need? Think of three things for each job, then tell your partner.
Example: a politician
You would have to be good at speaking in public.
Complete these sentences.
1. If he … (have) more experience, I would offer him the job.
2. I … (apply) for another job if my qualifications were better.
3. If you … (work) harder, I’m sure you would pass.
4. If you came to Florence, I … (take) you round the sights.
5. What would you do if they … (offer) you the job?
6. I think she … (come) if you invited her.
Travel agents and tour operators
A Look through the following extracts from letters, memos, e-mails, and faxes. Decide whether they were written by (a) a travel agent or (b) a tour operator. The first one has been done for you.
1a. As I mentioned to you on the phone, we are confident that there will be more firm bookings for you soon. In the meantime, could you send us another 500 Summer Sun brochures, as we are running low on stock?
2. Enclosed is the rooming list for the group arriving on 18 August. Please note that there have been some last minute cancellations, and we now only require thirty-five double rooms.
3. Dear Mr. Smith, I enclose your tickets to Los Angeles for 11 May and I am also sending two vouchers to cover the cost of accommodation at the Holiday Inn. I hope you have a pleasant trip.
Yours sincerely,
Jean Hayward.
4. We will be discussing the discount you have offered for bulk purchase
of seats during our next managerial meeting, and I hope to get back to
you with our response by Friday at the latest.
5. As yet we have not drawn up a contract for the bulk purchase of rooms
from Orion Hotel Group for next year. Please arrange a meeting with
Mr Killick so that I can discuss the matter with him.
6. One of the matters that I will raise at the meeting is the organization of
racks, as there have been several complaints from customers that these
are confusing.
7. As the result of the fire, two of the units in the Elina Apartments have
been damaged and will almost certainly not be available. I am currently
negotiating with the owner of a similar property nearby, and will
contract you as soon as I have any firm information.
8. Further to the flight manifest I faxed to you this morning, I enclose
details of passengers who have requested vegetarian meals.
B Complete the wordsquare by filling in the missing words in the sentences below. All the words have appeared in the extracts you have just read. The first one has been done for you.
| |C |ontract |
| | | |
| | | |
| | | |
| | | |
| | | |
| | | |
| | | |
| | | |
| | | |
| | | |
1. A _____ is a legal agreement between two people or companies. (8)
2. A flight ___ contains the names of passengers who are on a particular flight. (8)
3. In most travel agencies, leaflets and other travel information is displayed on __. (5)
4. A ___ list gives details of all the people who have been booked into a hotel. (7)
5. A ___ is a reduction in price that is usually given for bulk purchases. (8)
6. ___ is the process of discussing terms and conditions and trying to come to an agreement. (11)
7. A ___ is a piece of paper that can be exchanged for something like food or accommodation. (7)
8. ___ are publicity booklets produced by tour operator which give details of the
holidays they offer. (9)
A Career in Tourism
Work with a partner.
Tell your partner what recommendations ‘The Write Way to Find a Job’ makes about:
• personal information and experience.
• layout, language and style.
The Write Way to Find a Job
ANSWERING advertisements is one way of finding a job. But there is a big gap between the number of vacancies filled and those advertised. So writing on spec. to employers can often be a good idea.
The object is to get the employer to see you – no more, because the best you can hope for from such an approach is an interview. Asking straight out for a job is fatal because it invites a ‘yes’ or ‘no response’. As no one will offer a post to an unknown quantity the answer will always be negative.
There are a number of golden rules:
• Try to research the name (spelt correctly!) of a specific person to write to.
• Put yourself in the employer’s shoes. Think of what you have to offer.
• Try to keep your CV brief–one page is enough; perfect prose isn’t expected-note form is acceptable.
• Gear your CV to the job and organization. No two CVs should be exactly alike.
• If you’ve been in work, explain your duties and how your work has evolved. Demonstrate on paper that you are a potential asset.
• List your outside interests and skills. Don’t forget your language abilities. Participation in sports can show your capacity for team work.
If your covering letter is in English it should be checked by a native speaker. You should state at the beginning why you are writing and then try to keep the reader interested. You must establish that you would like an interview. Edit ruthlessly. Go over your letter as many times as necessary. Search out and get rid of all unnecessary words and sentences.
Composition
Write one of the following composition exercises. Your answers must follow exactly the instructions given. Write in pen, not pencil. You are allowed to make alterations, but see that your work is clear and easy to read.
1. Describe a state ceremony in your country, giving reasons why it is held. (About 350 words)
2. ‘Everyone has the right to work’. Discuss. (About 350 words)
3. Write a story that begins as follows: ‘It seemed a day much the same as any other until…’ (About 350 words)
Work in a group.
You are recruiting employees for one of the posts.
Write a short profile of what you expect a good applicant to be and prepare a list of questions to ask the candidates you have short-listed. Make notes under these headings:
APPEARANCE
QUALIFICATIONS
LANGUAGES
TRAVEL
ADAPTABILITY
PERSONALITY
SALARY EXPECTATIONS
Now work with the others in your group and interview candidates for the job. When you have seen all the candidates make your final selection.
Responsible Tourism
Speaking
Leader of the local protest movement
Views on the proposed tourist development:
• tourism creates mainly temporary, seasonal employment
• the few permanent jobs unlikely to go to locals
• community will not benefit overall
• will create land speculation, causing house prices to rise and forcing more young people to leave the area
Suggestion:
• Develop the area into a high-tech business park
Advantages:
• permits the area to be levelled and landscaped
• area would blend in with the surrounding countryside
• creates wealth in the area
• creates a permanent and stable workforce in the region
• avoids the inevitable congestion and disruption caused by excessive tourism
• sustains local culture and language
The Reading Comprehension Section
You will read the text and you are to choose the one best answer, A, B, C, or D, to each question.
Earnings and Working Conditions
Earnings of workers in the lodging industry depend on the location, size, and type of the establishment in which they work. Large luxury hotels and those located in metropolitan and resort areas generally pay their employees more than less expensive hotels located in less populated areas. Workers in some occupations receive tips in addition to wages that add substantially to their incomes.
Salaries of hotel managers and assistants are particularly dependent upon the size and sales volume of the hotel and vary greatly because of differences in duties and responsibilities. Hotel manager trainees who are graduates of specialized college programmes generally start at around $14,000 a year and usually are given periodic increases for the first year or two. Experienced managers may earn several times as much as beginners. Managers may also earn bonuses ranging from ten to twenty per cent of basic salary in some establishments. In addition to salary, lodging establishments customarily furnish managers and their families with lodging on the premises, meals, parking facilities, laundry, and other services.
Since lodging establishments are usually open continuously, employees must work on shifts. Fewer employees work at night than during the day; those who work on night shifts often receive additional compensation. Managers and housekeepers who live on the premises usually have regular work schedules but may be called for work at any time.
Food service personnel may receive extra pay for banquets and other special occasions and commonly receive meals. In some hotels, cleaners, elevator operators, room clerks, and others also receive meals. Most employees receive five to ten paid holidays a year, paid vacations, sick leave, life insurance, medical benefits, and pension plans. Some hotels offer bonuses, profit sharing plans, educational assistance, and other benefits to their employees.
1. Which of the following is true?
A Experienced managers may earn several times as much as beginners.
B Experienced managers may not earn so much as beginners.
C Experienced managers may always earn half as much as beginners.
D Inexperienced managers may always earn several times as much as general managers.
2. The underlined word ‘earnings’ in paragraph 1 is closest in meaning to.
A fines
B profits
C earrings
D prices
3. Which of the following isn’t true?
A Workers in some occupations receive bonuses in addition to wages that add substantially to their incomes.
B Workers in some occupations receive tips in addition to wages that add substantially to their incomes.
C Experienced managers may earn several times as much as beginners.
D Some hotels offer bonuses, profit sharing plans, educational assistance, and other benefits to their employees.
4. According to this article, ‘…Fewer employees work at night than…’
A during the month
B during the week
C during the hour
D during the day
5. Where in the text does the author inform you of hotel manager trainees’ earnings?
A paragraph 1
B paragraph 2
C paragraph 3
D paragraph 4
6. Think of a heading for each paragraph of the text
7. The article you are about to discuss deals with the problem of the career opportunities in the lodging industry. List 5 key words you might expect to see in the text.
Unit 12
Recreational Facilities
Reading
You work in a travel agency. Look at these customer enquiries about sports facilities at Club Med.
1. I’m not very good at sports. Is that going to be a problem?
2. What kinds of aquatic sports are available?
3. Are you sure the instructors know what they’re doing?
4. I like sports, but I burn very easily in the sun. Do the instructors run any indoor or evening activities?
Now read the information on Club Med sports facilities, then answer the enquiries with a full sentence.
Sports… If you come for a fortnight of non-stop activity you’ll be spoilt for choice. But that doesn’t mean you have to be bionic to begin with. In all our sporting pursuits we cater for inability as much as ability.
La fête du sport… Play to win or play for fun, everything’s possible.
Swimming Sailing
Windsurfing Water-skiing
Kayak Fishing
Scuba diving Snorkeling
Tennis Football
Golf Volleyball
Archery Cycling
Riding Body-building
and much more…
Sports instruction… If you want to learn a sport, Club Med is the place. Our instructors are fully qualified to teach an enormous range of activities, from windsurfing to scuba diving, body-building to archery. If you are already très sportive they’ll help you perfect your style.
Sports equipment… We’ve got 8,000 tennis racquets to go round (and they’ve all got strings attached!). Most villages have several courts – Sandpiper in Florida has nineteen – and they are often floodlit for night games. In fact, Club Med is the biggest sports club in the world and we’re proud of our vital statistics (118,200 golf balls, 25,000 arrows, 15,600 scuba flippers, 1,500 surfboards…).
Note: Club Med is a tour operator that runs holiday complexes and villages around the world.
Activity 1
Look at the chart below and choose at least five sports that you would like to try on this kind of holiday. Then, with a partner, act out a conversation between a customer and a travel agent.
Customer
Tell the travel agent which sports you are interested in.
Travel agent
Find out which sports the customer wants, then use the information in the chart below to advise him/her on the most suitable resort(s).
|RESORT | MAJORCA |IBIZA |COSTA DEL SOL|TENERIFE |TUNISIA |YUGOSLAVIA |TURKEY |
|CLUB |
|abroad in a foreign country |
|ABTA the Association of British Travel Agents |
|accommodation lodgings |
|advertisement a notice in a publication |
|agent an official |
|`a la carte not on the dinner |
| amphitheatre a circular or oval arena, usually for sports, |
|surrounded by tiers of seats on a sloping gallery |
|antebellum preceding the war, esp. the U.S. Civil War |
|applicant one who applies, as for a job |
|archer one who uses a bow and arrow |
|assistance act of assisting; help |
|available at one’s disposal |
|B |
|beach the part of a shore washed by the tide or waves |
|BEC British Employers’ Confederation |
|bed and breakfast a system of accommodation in a hotel or guest |
|(B&B) house in which you pay for a room for the night |
| and for breakfast the following morning |
|bedding bedclothes |
|bellboy an attendant in a hotel |
|bemoan to express deep sorrow or regret for |
|bereft deprived |
|bill a written order to pay money |
|bionic relating biological functions and engineering |
|bliss supreme happiness |
|bn. billion |
|booking the arrangement that you make when you book |
| something such as a theatre seat or a hotel room |
|boon a favour asked |
|boost an act of assistance or promotion |
|brochure a pamphlet |
|BTEC National Diplomas are vocational qualifications |
| for 18-year-olds |
|buffet car a carriage on a train where you can buy |
| sandwiches, drinks, and other snacks |
|C |
|cabin an air-craft’s closed compartment for |
|passengers |
|cancel if you cancel a hotel room or a seat at the |
| theatre, you tell the management that you no |
|longer want it |
|casino a building or room for indoor games |
|cater make provision, as of food, service, etc. |
|CDW Collision Damage Waiver insurance (it means |
| you don’t pay anything if you have an accident |
| – even if it’s your fault ) |
| CFSs chloro-fluorocarbons |
|chalet a style of country house, with a wide heavy roof |
|challenge a call to debate |
|charter hire transportation, e.g. plane, for you by a |
|particular group |
|château castle, manor house, or palace |
|check in register (at a hotel, etc.) |
|check-in a place where you check in |
|check out pay the bill and leave |
|check-out process of verifying before proceeding |
|commissioner an agent |
|complaint an expression of discontent, pain, etc. |
|concierge a doorkeeper or janitor |
|Concorde Anglo-French supersonic airliner for 128-144 |
| passengers, with 3,870-mi. range |
|condominium a cooperative apartment building |
|cookies biscuits |
|Corfu the northernmost island of the Ionian group |
|courtesy kind and thoughtful behaviour toward another |
|cruise drive or sail about with no definite destination |
|cuisine mode of cooking |
|curriculum vitae (CV) a brief written account of your personal |
| details, your education, and the jobs you |
|have had |
|customer one who buys goods from another; |
| a patron |
|cwt. centner (hundred weight) |
| |
|D |
|Dada a style in art producing meaningless or |
|apparently irrational expressions |
|deface mar the face or surface of; disfigure |
|deluxe of highest quality |
|depart go or move away |
|destination the place to which someone is going |
|discount deduct from the settlement of, as of a bill or |
| charge account |
|discotheque a disco |
|DM Deutsche mark (the basic monetary unit of |
|Germany) |
|doorman an attendant at the door of a hotel, club, etc. |
|Duchamp Duchamp Marcel (1887-1968), American |
|artist, born in France, an originator of Dada |
|& surrealism. He is esp. known for his |
|painting ’Nude Descending a Staircase’ |
|(1912), which reveals affinities with |
|futurism & cubism |
|dysfunction impaired functioning, as of a bodily organ |
| |
|E |
|economy a means of saving money |
|educate impart knowledge and training to; develop |
| mentally and morally by instruction |
|educational known as a familiarization trip or fam., this |
| is a holiday or tour offered by tour operators |
| to travel agency staff to enable them to |
|learn a particular destination |
|effect a result |
|elegant having or exhibiting good taste |
|employee a person who is paid to work for an |
| organization or another person |
|enable make able |
|enclose insert in the same envelope; confine |
|encompass surround |
|enhance raise to a higher degree; improve the quality |
|or clarity of |
|enquiry=inquiry the process of asking about something in |
| order to find out information about it |
|entice attract |
|esteem rate |
|ETA estimated time of arrival |
|etc., (Lat. et cetera ) and so forth |
|evaluate ascertain the value or amount of |
|exhilarate make cheerful |
|exodus a mass departure |
|experience knowledge or skill gained by this process |
|expire come to an end |
|extra beyond the ordinary standard, amount, or |
|degree |
|EU. European |
| |
| |
|F |
|face the principal surface of anything |
|facet aspect; phase |
|fare any charge or rate |
|fashionable stylish |
|FF French francs |
|fiesta a holiday or festival |
|firm a business partnership |
|flatware table dishes that are flat, as plates |
|fluent facile in speech |
|fraud dishonest practice |
| |
|G |
|gala a festival |
|GCSE the General Certificate of Secondary |
| Education is taken by most British 16-year- |
|olds |
|gilt imitative of gold |
|gist the essence or substance of a matter |
|glamour alluring charm |
|glut supply exceeding demand |
|G.M.T. G.M.T. stands for Greenwich Mean Time. The |
| Earth’s surface is divided into 24-time zones |
|which are plus or minus G.M.T. For example: |
| New York is G.M.T. minus 5 hours |
|GNP gross national product |
|Goa Goa, India, is on the Malabar coast and was |
|formerly part of Portuguese India |
|grand imposing in size or effect |
|gregarious sociable |
|grouch a fit of ill temper |
|guest a patron of a hotel, etc. |
|guest house a small hotel |
|guide someone who shows places such as cities or |
|museums to tourists |
| |
| H |
|havoc general destruction |
|helping a portion of food served to a person at one |
|time |
|herb a plant which is used to add flavour to food, |
| or as a medicine |
|hire engage the services or use of, for pay |
|holidaymaker a person who is away from home on holiday |
|honeymoon a trip taken alone by a newly married couple |
|hospitality the reception of guests, esp. when friendly |
| and warm |
|hotel a building where people stay, for example on |
| holiday, paying for their rooms and meals |
|hotelier a person who owns or manages a hotel |
|hurly-burly confusion |
| |
|I |
|idiosyncrasy a peculiarity, as of behaviour |
|illegible impossible or hard to read |
|illiterate an illiterate person |
|image a representation of the form and features of a |
| person or thing, in a picture, statue, etc. |
|immense very large |
|impeccable without fault or blemish |
|ingredient an essential part of a compound or mixture |
|inn a hotel, esp. a small one |
|incentive travel refers to holidays that companies give to |
| employees as a reward for past success |
|inclusive tour (IT) a term used in the travel industry to refer to a |
| package which includes travel, hotel and |
| services as well |
|instructor a teacher; in colleges, one below professorial |
|rank |
|intangible not able to be touched or grasped |
|interview a meeting of persons face to face |
|insurance a contract whereby one party agrees to |
|compensate another for loss through fire, |
|death, etc. |
|invoice an official document that lists the goods or |
| services that you have received from a |
| person or company and says how much |
|money you owe for them |
|J |
|jack-of-all-trades a handyman |
|jeep a small multipurpose civilian vehicle |
|jog run at a leisurely pace, esp. as an exercise |
|journey a trip from one place to another |
|JIT ‘just in time’ |
| |
|K |
|kayak a light Eskimo boat made of sealskins |
|key an instrument for opening and closing a lock, |
| valve or circuit, etc. |
|king-size bed a bed made of two-twin-size beds joined |
|together |
|L |
|L. lira (pl. lire) |
|laptop a small lightweight portable computer |
|laundry an establishment for laundering |
|lbs. pound |
|leaflet a pamphlet |
|LGW London Gatwick Airport |
|lobby the lobby of a hotel or other large building is |
| the area behind the main door which has |
|corridors and staircases leading off it |
|long-haul long-distance (travel) |
|lounge a public waiting room |
|luxury abundant means of self-indulgence |
| |
|M |
|maid a woman who works as a servant in a hotel or |
| private house |
|manager one who directs any operations |
|market a place, usually in the open air, where lots of |
| different goods are bought and sold |
|MD Maryland |
|meal an occasion when people eat or the quantity of |
| food that they eat on the occasion |
|menu a bill of fare |
|mere simple |
|mi. mile |
|mini especially small |
|modify change the properties, form, or function of |
|Mogul a follower of Babur, who conquered India and |
|founded an empire there (1526) |
| |
|N |
|napkin a small square of cloth or paper, esp. one used |
| at table |
|nausea an inclination to vomit |
|nautical mile 1,852 m. |
|neat tidy; orderly |
| |
|O |
|occasion a special event, ceremony, etc; reason, motive |
|occupancy act of occupying |
|occupy become established in, as a building, etc. |
|ornament anything that beautifies or adorns |
|oz . ounce |
| |
|P |
|p penny (pl. pence) |
|p.a. per annum |
|package holiday a holiday arranged by a travel company in |
| which your travel and your accommodation |
|are booked for you |
|paradise a place of extreme beauty or of supreme |
|happiness |
|parador Spanish state-run hotel |
|parking lot an area of ground where people can leave |
|their cars |
|PC personal computer |
|pineapple a tropical plant or its sweet, juicy fruit |
|precious of great value |
|prepay pay or pay for in advance |
|price a consideration, esp. money, demanded in |
| exchange for something |
|privacy a state of being private or alone |
|profit an amount of money that you gain when you |
| are paid more for something than it cost you |
|to make it, get it, or do it |
|pursuit act of following |
|pyramid ancient stone building built over the tombs of |
| dead kings and queens in Egypt |
| |
|Q |
|qualification act or result of qualifying |
|quality essential nature |
|quantity amount |
|queen size beds large double beds |
|quit leave |
| |
|R |
|racquetball a game combining elements of tennis and |
| squash played on an indoor court |
|rate amount, quantity, range, or degree, measured |
| according to some standard |
|receptionist the person whose job is to deal with guests or |
| clients when they first arrive, answer the |
| telephone, and arrange reservations or |
|appointments |
|recipe directions, as for preparing a specific dish |
|“red carpet” special honours for a special or important |
|person |
|redeem buy back; pay off (a loan or debt) |
|relax make or become less tense, severe, or the like |
|rent hire |
|run operate; work |
| |
|S |
|SAS Scandinavian Air Lines System |
|safari an expedition, esp. for hunting |
|salary compensation for work |
|sauna a hot steam bath, after which you usually |
| have a bath in cold water |
|scuba a breathing device used for extended periods |
| of underwater swimming |
|shift a set period of time during which people |
|work in a factory |
|short-haul travel over a short distance |
|shower a device used for washing yourself |
|single room a room intended to be used by only one |
|person |
|skeet a form of trapshooting |
|sleeper a railroad car with berths |
|snack a small portion, esp. of food |
|snorkel a device to supply air to the engine of a |
| submarine or to an underwater swimmer |
|special-interest packages the special activities, programmes, and |
|events − sports instruction, hobbies, continuing education topics – arranged by one or more of the providers |
| |
|sport display ostentatiously |
|squash a game played with rackets in a walled court |
|stopover a brief stay, esp. one imposed by carrier |
|schedules |
|suit satisfy |
|supplement an addition to something substantially |
|completed |
|sustainable tourism a form of tourism combined with planned |
|economic growth which will not destroy the |
| host environment or culture |
| |
|T |
|table d’hôte a fixed meal of several courses served at a |
|fixed price |
|tangible capable of being touched |
|temple a building used for the worship of god in some |
|religions |
|theft the act or an instance of stealing |
|total the sum; the whole or aggregate |
|tour a journey to several places in succession |
|tour package a composite of related services offered at |
|single price |
|tourism travel for pleasure |
|tourist a traveller for pleasure |
|tour operator a travel organization which arranges tours |
|transaction a deal |
|transient temporary |
|traveller a person who travels usually for a longer |
| period than a tourist |
|travel agent a person who works in a travel agency |
|trek a journey |
|tunnel an underground roadway or passage |
|TWA Trans-World Air Lines |
| |
|U |
|ultimate final; decisive |
|uncommon out of the ordinary; exceptional |
|underestimate estimate at too low a value, amount, rate, etc. |
|unique being the only one of its kind |
|upgrade put in a higher grade or classification than |
|previously |
|up-to-date the newest thing of its kind |
| |
|V |
|vacant having no occupant; untenanted |
|valuables things that you own which are worth a lot of |
| money, especially small objects such as |
|jewellery |
|VAT value-added tax |
|VFR visiting friends and relatives |
|via by way of; by a route through |
|view what is seen; scene, prospect, etc. |
|vinegar a sour liquid obtained by fermentation of fruit |
|juices |
|V.I.P. very important person |
|visa an official stamp which is put in your passport |
| by the embassy or consulate of a country that |
| you want to visit, and which allows you to |
|enter or leave that country, or to travel |
| through it |
|vista the view that you get from a particular place |
|voltage the force of an electric current, expressed in |
|volts |
| |
|W |
|wage rate of payment for work |
|waiter a server at the table |
|weary exhausted either physically or mentally |
|wildlife wild, undomesticated animals living in their |
|natural habitat |
|windsurfing a type of sailing on a surfboard equipped with |
|a sail |
|X |
|xenophobia a fear of people from other countries, or a |
| strong dislike of them |
|X’mas (Christmas) the festival celebrating the birth of Christ; |
|Dec. 25 |
| |
|Y |
|yearly you use ’yearly’ to describe something that |
| happens once a year or every year |
|yield produce in payment |
|yuppie a young professional person with a large |
|income |
| |
|Z |
|zeal great enthusiasm, especially in connection |
| with work, religion, or politics |
|zest a feeling of pleasure, excitement, and interest |
| in what you are doing |
|zillion an indefinite, very large number |
|zone an area of land or sea that has particular |
| features or characteristics |
References
1. Keith Harding. Going International English for Tourism. Teacher’s Resource Book. Oxford University Press, 1998.
2. Margaret Archer Enid Nolan-Woods. Practice Tests for Cambridge Certificate of Proficiency in English, 1986.
3. Robert A. Brymer. Introduction to Hotel and Restaurant Management. U.S.A., 1977.
4. Trish Stott & Roger Holt. First Class English for Tourism. Oxford University Press, 1991.
5. The New American Webster Handy College Dictionary.
Philip D.Morehead and Andrew T. Morehead, 1995.
6. The New Webster’s Grammar Guide. Career Institute, N.Y., 1968.
7. Zharikov E. S. Lessons of the Psychologist for a Manager. M.: 1990.
Contents
| | |Page |
| |Introduction ……………………………………………………….. |3 |
| |Unit 7. Complaints…..……………………………………… |4 |
| |Unit 8.Describing Hotel Facilities…….……………………. |13 |
| |Unit 9. Tourism and the Environment..…………………….. |23 |
| |Unit 10. Special Interest Holidays………………………….. |33 |
| |Unit 11. Applying for Jobs………………………………….. |39 |
| |Unit 12. Recreational Facilities…………………………….. |50 |
| |Wordlist ……………………………………………………… |56 |
| |References ………………………………………………………….. |66 |
Практичні завдання до вивчення текстового матеріалу з англійської мови для студентів 1-2 курсів, спеціальності 6.050200 «Менеджмент у готельному господарстві та туризмі». Частина II.
Укладачі: Маматова Оксана Вікторівна
Маматова Ніна Василівна
Відповідальний за випуск: І.О. Наумова
Редактор: М.З. Аляб’єв
Комп’ютерна верстка: В.М. Алаєв
План 2004, поз. 409
|Підп. до друку 13.07.04 |Формат 60х84 1/16 |
|Папір офісний |Умовн. – друк.арк. 3 |
|Друк на ризографі |Тираж 100 прим. |
|Замовл. № |Ціна договірна |
610012, м. Харків, ХНАМГ, вул. Революції, 12.
Сектор оперативної поліграфії при ІОЦ ХНАМГ
61002, м. Харків, ХНАМГ, вул. Революції, 12.
-----------------------
resort luxury picturesque lounging cuisine facilities
range cruise brochure self-catering spectacular
貶賌賲贞赀赢赤赨跄跈踠蹼躎躐躒õíç鼀•謀‹overseas excursions accommodation inclusive
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