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 ВікторівнаМаматова 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.

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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.

ReadingRead the dialogues and answer the questions that follow them.

Dialogue 1Customer: 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 2Guest: 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…

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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.

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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?

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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 complaintIt is important to deal quickly with letters of complaint. A prompt and

satisfactory reply may save a customer.

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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.

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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.

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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 SectionYou will read the text and you are to choose the one best answer, A, B, C, or D,

to each question.

Management CommunicationThe 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

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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 effortsB skillsC communicationsD perspectives

3. Where in the text does the author inform you of ‘personality clash’?A paragraph 1B paragraph 2 C paragraph 4D paragraph 7

4. The underlined word ‘pervasive’ in line 1 refers toA permeateB damagedC forgedD steady

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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.

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Unit 8Describing 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 • locationNote: 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 LaneHIS 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

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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 OrderAdjectives 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 suiteClassifying 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

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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.

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 ShipsRead 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 crewdeck disembark double rooms embark fleetfloor guests passengers porthole stafftwo-berth cabins window room service

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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.

ItinerariesOne 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, _________________________

ActivityThe 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.

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.

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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 £8.00ONE NIGHT FREE in stays of 3 nights or more 1 Jan. - 26 Feb., 1 - 27 Jun. & 15 Nov. - 28 Dec.

Embassy** superiorOnce 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**** luxeAn 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.

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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 BangkokYou arrive in Bangkok and transfer to your hotel.Day 2 BangkokYou are free to ... in your hotel or... the city.Day 3 BangkokAfter 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/KrabiOn 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/PhuketAfter…… 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/PenangWe 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)

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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 BreakfastsA 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

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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.

ChâteauxA 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 breakfastprovided, 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 inthe United States and Canada that offer persons sixty orolder programmes of educational courses and adventure.Most often, accommodations are provided in campusdormitories.

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.

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Half Pension Hotel accommodations that include bed, breakfast, andone 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 BusinessHotels, 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.

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1. The underlined word ‘spas’ in paragraph 1 is closest in meaning toA marketsB shopsC courtsD resorts

2. Where in the text does the author inform you of a wide variety of recreational facilities?A paragraph 1B paragraph 2C paragraph 3

3. According to the text, ‘… Motels usually have …’A restaurants and life entertainmentB simple coffee shopsC meeting and banquet facilitiesD 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 thatA 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 9Tourism and the Environment

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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 policyAt 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 andprotect the very reasons why we visit them. In particular, we believe that the following are the key points in this philosophy.

Small groupsA 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.

AccommodationWhere 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 staffWherever 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.

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Our own staffWe 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 forwardEcotourism 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 layerdeveloping ozone pollution countryendangered waste friendly speciesenvironmentally water materials conservation

resort luxury picturesque lounging cuisine facilitiesrange cruise brochure self-catering spectacularoverseas excursions accommodation inclusive

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1. If you visit a developing country such as Bangladesh or Nepal, try to eatand 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 TourismMOST 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

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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

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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 Exercises1. 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 speakingunspecified current remoteThe 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

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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.

DiscussionWhat are the positive and negative effects of tourism on your country or

region? Are you optimistic about the future?

ActivityWork 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 nounsThe 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.

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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 a8. She's so well-groomed - she never H hair out of place. has a9. 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?

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Directing theproceedings

We seem to be losing sight of the main issues.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'SFor 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 stan-dards 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.

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Write a 250 – word press release reporting about the development of fast foods.

The Reading Comprehension SectionYou will read the article and you are to choose the one best answer, A, B, C,

or D, to each question.

Fundamental Food PreparationFood 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,

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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 machineB manC adoD boom

2. The underlined word ‘seasoning’ in paragraph 1 is closest in meaning to A flavouringB boilingC eatingD 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 1B paragraph 2C paragraph 3D paragraph 5

5. It can be inferred from the text thatA 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.

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Unit 10Special 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 AlaskaKeep 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 KashmirThis 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.

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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?

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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 adjectivesEach 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 mountainshotels 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.

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easy easy-going floodlit many welcomingwhitewashed ideally situatedsecluded, rocky shortcobbled 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 PresentationYou 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 FROMTHE 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 presentationsIntroduction 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

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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/conclusionSo, in conclusion, you can see that...

Ending your talkI hope I have been able to tell you a little about... Does anyone have any questions?

The Reading Comprehension SectionYou 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 be-come 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

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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 toA a peculiarity, as of behaviourB security of propertyC a profit on capitalD advancement incentives2. 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. 3. According to the reading, ‘…an interpersonal relationship often develops between

the guest and…’ A resort personnelB constablesC politiciansD applicants 4. Where in the text does the author inform you of the length of the operating season?A paragraph 1B paragraph 3C paragraph 4D paragraph 55. It can be inferred from the text thatA …the resort guest is there for leisure and pleasure and requires full time attention and serviceB …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.

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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 managerb Conference coordinatorc Trainee hotel managerd Travel consultante Cabin attendantf Business travel consultant

Language FocusSimple/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.

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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?

Practice1. 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.

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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.

CVsWork 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.

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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. 12.06.72Address 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

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* 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 Ireland06\90-09\90Tourist 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 information1990-1993 Sports club treasurer1987-1990 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-

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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 leadera conference interpretera politiciana teachera modela travel consultantWhat 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.

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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.

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)

1. C ontract2.3.4.5.6.7.8.

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A Career in TourismWork 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 JobANSWERING 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.

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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 TourismSpeaking 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 ConditionsEarnings 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

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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 finesB profitsC earringsD 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.

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4. According to this article, ‘…Fewer employees work at night than…’ A during the monthB during the weekC during the hourD during the day

5. Where in the text does the author inform you of hotel manager trainees’ earnings?

A paragraph 1B paragraph 2C paragraph 3D 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.

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Unit 12Recreational 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 VolleyballArchery 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.

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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 1Look 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).

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Activity 2Make up a conversation between a tourist and a car hire agent.

TouristYou got your driving licence two years ago but you have only driven small cars. You plan to spend a week driving in the mountains. Try to hire the jeep.Agent Find out: how long the tourist has had a full licence.

if he/she has ever driven a jeep. Advise the tourist to take out CDW insurance.

Now you canDeal with car hire enquiriesThe price includes unlimited mileage, insurance, and government tax.Will you be the only driver?

Use the Present Perfect with for and since

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SWIMMING-POOL SCUBA DIVING TENNIS GOLF ARCHERY WATER-SKIING FISHING WINDSURFING SAILING RIDING VOLLEYBALL SNORKELLING CYCLING

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We’ve been busy for the last month or so.I haven’t driven on the right since I was in France.

Talk about sports equipment hire.

The Reading Comprehension SectionYou will read the article and you are to choose the one best answer, A, B, C, or

D, to each question.Recreation Provisions

Although ‘urban resorts’ with limited recreational facilities are springing up, few transient hotels are able to provide and maintain the wide array of facilities required by vacationers. Some of these recreational facilities are internationally-popular sport activities such as golf, tennis, squash, skiing, sailing, and fishing. The costs of developing and maintaining an 18-hole golf course, outdoor and indoor tennis courts, squash courts, ski lifts, marinas, or breeding ponds for trout fishing were never nominal. Over the years these facilities have become increasingly expensive to install, maintain, and operate for a profit. Major resorts are not only expected to provide one or more primary recreational facilities on which its reputation may well depend, but also to offer other auxiliary recreational facilities for swimming, table tennis, shuffle board, horseback riding, archery, skeet shooting, crafts, and other activities.

In addition to these traditional recreational offerings, resorts are always looking for innovative services/amenities to include as part of their resort experience. Club Mediterranée has taken advantage of the growing interest in computers and offers computer workshops at eight of its ninety-nine villages around the world. Video games are popular recent additions to many family-style resort game rooms. Indoor and outdoor physical fitness and health amenities are increasingly being included at many U.S. resort properties as operators recognize the needs of a health-conscious travelling American population. Resorts catering to families offer special recreational programmes for children, thus allowing their parents to enjoy recreational pursuits on their own.

An innovative approach to recreation packaging has been taken by one resort operator on the Ozark Lake in central Missouri. While most resorts charge guests by the individual activity, this resort has developed a special ‘open recreation’ package that permits its guests to use any recreational amenity whenever they wish for a one-time charge.

Because of the longer average length of stay at resorts, guests tend to reject the standard menus offered by transient hotel food service operations. The resort manager is required to pay special attention to creating longer menu cycles and a greater number of food specialities. To relieve dining monotony, special events, party themes, and cook-outs are commonly built around the menu. While cook-outs and special dining events can be carefully planned in every detail, the weather or other factors may force alternative courses of action to be adopted.

1.What is the purpose of recreational facilities?

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A bookingB recreationC farmingD travelling2. Where in the text does the author inform you of a special ‘open recreation’

package?A paragraph 1B paragraph 2C paragraph 3

D paragraph 43. The underlined word ‘array’ in paragraph 1 is closest in meaning toA arrangementB managementC appointmentD acknowledgement4. According to the text, ‘… these facilities have become increasingly expensive …’A to relax and playB to enjoy recreational pursuitsC to offer food and beveragesD to install, maintain, and operate for a profit5. The text primarily discusses the point of A sport activitiesB economic activityC the activities of trade unionsD communication activities 6. Think of a heading for each paragraph of the article7. The text you are about to discuss deals with the problem of recreational facilities.

List 5 key words you might expect to see in the text.

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DEVELOPMENTS IN TOURISMA Japanese Space Hotel

A Below is an article about a Japanese space hotel. Some of the sentences have been removed from the text. Read the article and then look at B.

Space Hotel

'Thank you for travelling with British Airways' new Orbitours service. We are cruising at about 25,000 kph. at an altitude of ninety km., and have almost left the Earth's atmosphere. In a few minutes we will start the docking manoeuvre with the Tokyo Orbital international hotel...'

Japan's Shimuzu Corporation is already making plans for the day that there are regular flights into space, not for astronauts and cosmonauts, but for tourists and sightseers.

The company expects that, within thirty years, space will provide a vast new frontier for the adventurous.1 c______

The elderly will enjoy a low-gravity environment, where sleep is more comfortable than on earth. Honeymooners will find that microgravity adds extra excitement.2___

As the aerospaceplane closes in on Tokyo Orbital International, passengers will witness a hotel that looks quite unlike any on earth. Various sections will be connected to a central shaft, like meat on a skewer. At the bottom of this cosmic shish-kebab will be the docking port.3___

Within them, the air will be cleaned by single-celled plants called algae, and artificial gravity will be created by rotating the wheel at about three times a minute.

Though it is only seventy per cent of the earth's pull, the artificial gravity will allow conventional hotel room fittings such as flush lavatories, showers, and wash basins. The space tourist will enjoy luxury that will be a far cry from the capsule hotels currently enjoyed by Japanese businessmen.4___

Three million kilograms of junk are estimated to swarm within 2,000 kilometres of earth. A piece just a few centimetres in diameter could destroy a module on the hotel, so special measures will be required to protect tourists.

The intrepid tourist may also suffer from a close relative of sea sickness — space adaptation syndrome.5___

Space tourism will not come cheap - estimates of the cost abound, ranging from tens of thousands to millions of dollars, depending on the trip, time-scale available technology, and the market for the experience.6___

As for whether space tourism will occur at all we can look at the development of air travel.7___ If this pattern is repeated in space, there are bound to be commercial flights within the next sixty years.

B The following sentences have been removed from the text. Read them through and put them in the correct place. The first one has been done for you.

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a Above it there will be an inverted pyramid holding the hotel lounge, and at the top there will be sixty-four separate rooms arranged in modules around the edge of a vast eighty-metre diameter wheel.

b Some technical consultants estimate that the cost per seat could fall from $4 million in the space shuttle to $10,000 in a 'spacebus'.

c Then anyone with enough money will be able to experience the thrill of space flight, from the push of high g-forces on take-off, to the moment when the sky changes from blue into the pitch black of space.

d In the past sixty years the number of people who cross the Atlantic has grown from a handful of daredevils to some 25 million a year.

e Around half of those who have gone into space suffer this unpleasant side-effect, though effective drugs are likely to be available in the future to overcome the nausea and discomfort.

f Several hazards face the space traveller, however.g And under the flashing strobes of the low-gravity discotheque, a new

generation of bizarre dance styles will evolve.

C Are the following statements true (T) or false (F)?

1. The Shimuzu Corporation has started building the first space hotel.2. The company expects that cheap space travel will be a reality within thirty years.3. The space hotel is likely to appeal to different age groups.4. The hotel lounge will be beneath the rooms.5. The hotel will create its own gravity by spinning slowly.6. Hotel guests will still be able to use facilities such as toilets.7. The hotel will run the risk of being hit by pieces of debris in space.8. About fifty per cent of today's astronauts suffer from sea sickness.9. Most experts agree on what the likely price of space travel will be.10. Space travel will expand as rapidly as air travel.

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WORDLIST

Aabroad in a foreign countryABTA the Association of British Travel Agentsaccommodation lodgingsadvertisement a notice in a publicationagent 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 galleryantebellum preceding the war, esp. the U.S. Civil Warapplicant one who applies, as for a jobarcher one who uses a bow and arrowassistance act of assisting; helpavailable at one’s disposal

Bbeach the part of a shore washed by the tide or wavesBEC British Employers’ Confederationbed 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 morningbedding bedclothesbellboy an attendant in a hotelbemoan to express deep sorrow or regret for bereft deprivedbill a written order to pay moneybionic relating biological functions and engineeringbliss supreme happinessbn. billionbooking the arrangement that you make when you book something such as a theatre seat or a hotel roomboon a favour asked boost an act of assistance or promotionbrochure a pamphletBTEC National Diplomas are vocational qualifications for 18-year-oldsbuffet car a carriage on a train where you can buy sandwiches, drinks, and other snacks

Ccabin an air-craft’s closed compartment for passengers cancel if you cancel a hotel room or a seat at the

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theatre, you tell the management that you no longer want itcasino a building or room for indoor gamescater 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-fluorocarbonschalet a style of country house, with a wide heavy roof challenge a call to debatecharter hire transportation, e.g. plane, for you by a particular groupchâteau castle, manor house, or palacecheck in register (at a hotel, etc.)check-in a place where you check incheck out pay the bill and leavecheck-out process of verifying before proceedingcommissioner an agentcomplaint an expression of discontent, pain, etc.concierge a doorkeeper or janitorConcorde Anglo-French supersonic airliner for 128-144 passengers, with 3,870-mi. rangecondominium a cooperative apartment buildingcookies biscuitsCorfu the northernmost island of the Ionian group courtesy kind and thoughtful behaviour toward anothercruise drive or sail about with no definite destinationcuisine mode of cookingcurriculum 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 patroncwt. centner (hundred weight)

DDada a style in art producing meaningless or apparently irrational expressionsdeface mar the face or surface of; disfiguredeluxe of highest qualitydepart go or move awaydestination the place to which someone is goingdiscount deduct from the settlement of, as of a bill or charge account

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discotheque a discoDM 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 & cubismdysfunction impaired functioning, as of a bodily organ

Eeconomy a means of saving moneyeducate impart knowledge and training to; develop mentally and morally by instructioneducational 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 resultelegant having or exhibiting good taste

employee a person who is paid to work for an organization or another personenable make ableenclose insert in the same envelope; confineencompass surroundenhance raise to a higher degree; improve the quality or clarity ofenquiry=inquiry the process of asking about something in order to find out information about itentice attractesteem rateETA estimated time of arrivaletc., (Lat. et cetera ) and so forthevaluate ascertain the value or amount ofexhilarate make cheerfulexodus a mass departureexperience knowledge or skill gained by this processexpire come to an endextra beyond the ordinary standard, amount, or degreeEU. European

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Fface the principal surface of anything facet aspect; phasefare any charge or ratefashionable stylishFF French francsfiesta a holiday or festivalfirm a business partnershipflatware table dishes that are flat, as platesfluent facile in speechfraud dishonest practice

Ggala a festivalGCSE the General Certificate of Secondary Education is taken by most British 16-year- oldsgilt imitative of goldgist the essence or substance of a matterglamour alluring charmglut supply exceeding demandG.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 hoursGNP gross national product Goa Goa, India, is on the Malabar coast and was formerly part of Portuguese Indiagrand imposing in size or effectgregarious sociablegrouch 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

Hhavoc general destruction helping a portion of food served to a person at one timeherb a plant which is used to add flavour to food, or as a medicine

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hire engage the services or use of, for payholidaymaker a person who is away from home on holidayhoneymoon 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 mealshotelier a person who owns or manages a hotel hurly-burly confusion

I

idiosyncrasy a peculiarity, as of behaviour illegible impossible or hard to readilliterate 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 graspedinterview a meeting of persons face to faceinsurance 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

Jjack-of-all-trades a handymanjeep a small multipurpose civilian vehiclejog run at a leisurely pace, esp. as an exercisejourney a trip from one place to anotherJIT ‘just in time’

K

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kayak a light Eskimo boat made of sealskinskey 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

LL. lira (pl. lire)laptop a small lightweight portable computerlaundry an establishment for launderinglbs. poundleaflet a pamphletLGW 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 itlong-haul long-distance (travel) lounge a public waiting room luxury abundant means of self-indulgence

Mmaid a woman who works as a servant in a hotel or private house manager one who directs any operationsmarket a place, usually in the open air, where lots of different goods are bought and soldMD Marylandmeal an occasion when people eat or the quantity of food that they eat on the occasionmenu a bill of fare

mere simplemi. mile mini especially smallmodify change the properties, form, or function ofMogul a follower of Babur, who conquered India and founded an empire there (1526)

Nnapkin a small square of cloth or paper, esp. one used at tablenausea an inclination to vomitnautical mile 1,852 m.neat tidy; orderly

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Ooccasion a special event, ceremony, etc; reason, motiveoccupancy act of occupyingoccupy become established in, as a building, etc.ornament anything that beautifies or adornsoz . ounce

Pp penny (pl. pence)p.a. per annumpackage 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 happinessparador Spanish state-run hotelparking lot an area of ground where people can leave their carsPC personal computerpineapple a tropical plant or its sweet, juicy fruitprecious of great valueprepay pay or pay for in advanceprice a consideration, esp. money, demanded in exchange for somethingprivacy a state of being private or aloneprofit 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 itpursuit act of followingpyramid ancient stone building built over the tombs of dead kings and queens in Egypt

Qqualification act or result of qualifyingquality essential naturequantity amount queen size beds large double bedsquit leave

Rracquetball a game combining elements of tennis and squash played on an indoor courtrate amount, quantity, range, or degree, measured according to some standard

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receptionist the person whose job is to deal with guests or clients when they first arrive, answer the telephone, and arrange reservations or appointmentsrecipe directions, as for preparing a specific dish“red carpet” special honours for a special or important personredeem buy back; pay off (a loan or debt)relax make or become less tense, severe, or the likerent hirerun operate; work

SSAS Scandinavian Air Lines Systemsafari an expedition, esp. for huntingsalary compensation for work sauna a hot steam bath, after which you usually have a bath in cold waterscuba a breathing device used for extended periods of underwater swimmingshift a set period of time during which people work in a factoryshort-haul travel over a short distanceshower a device used for washing yourself single room a room intended to be used by only one personskeet a form of trapshootingsleeper a railroad car with berthssnack a small portion, esp. of foodsnorkel a device to supply air to the engine of a submarine or to an underwater swimmerspecial-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 courtstopover a brief stay, esp. one imposed by carrier schedulessuit satisfysupplement an addition to something substantially completedsustainable tourism a form of tourism combined with planned economic growth which will not destroy the

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host environment or culture

Ttable d’hôte a fixed meal of several courses served at a fixed pricetangible capable of being touchedtemple a building used for the worship of god in some religionstheft the act or an instance of stealingtotal the sum; the whole or aggregatetour a journey to several places in successiontour package a composite of related services offered at single pricetourism travel for pleasuretourist a traveller for pleasuretour operator a travel organization which arranges tourstransaction a dealtransient temporarytraveller a person who travels usually for a longer period than a touristtravel agent a person who works in a travel agencytrek a journeytunnel an underground roadway or passageTWA Trans-World Air Lines

Uultimate final; decisive uncommon out of the ordinary; exceptionalunderestimate estimate at too low a value, amount, rate, etc.unique being the only one of its kindupgrade put in a higher grade or classification than previouslyup-to-date the newest thing of its kind

Vvacant having no occupant; untenantedvaluables things that you own which are worth a lot of money, especially small objects such as jewelleryVAT value-added taxVFR visiting friends and relatives

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via by way of; by a route throughview what is seen; scene, prospect, etc.vinegar a sour liquid obtained by fermentation of fruit juicesV.I.P. very important personvisa 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 itvista the view that you get from a particular placevoltage the force of an electric current, expressed in volts

Wwage rate of payment for workwaiter a server at the tableweary exhausted either physically or mentallywildlife wild, undomesticated animals living in their natural habitatwindsurfing a type of sailing on a surfboard equipped with a sail

Xxenophobia a fear of people from other countries, or a strong dislike of themX’mas (Christmas) the festival celebrating the birth of Christ; Dec. 25

Yyearly you use ’yearly’ to describe something that happens once a year or every yearyield produce in paymentyuppie a young professional person with a large income

Zzeal great enthusiasm, especially in connection with work, religion, or politicszest a feeling of pleasure, excitement, and interest in what you are doingzillion an indefinite, very large numberzone an area of land or sea that has particular features or characteristics

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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.

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Contents

Page

1. Introduction ………………………………………………………..3

2. Unit 7. Complaints…..……………………………………… 4

3. Unit 8.Describing Hotel Facilities…….……………………. 13

4. Unit 9. Tourism and the Environment..…………………….. 23

5. Unit 10. Special Interest Holidays………………………….. 33

6. Unit 11. Applying for Jobs………………………………….. 39

7. Unit 12. Recreational Facilities…………………………….. 50

8. Wordlist ……………………………………………………… 56

9. References …………………………………………………………..66

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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. 409Підп. до друку 13.07.04Папір офісний Друк на ризографіЗамовл. №

Формат 60х84 1/16Умовн. – друк.арк. 3 Тираж 100 прим. Ціна договірна

610012, м. Харків, ХНАМГ, вул. Революції, 12.

Сектор оперативної поліграфії при ІОЦ ХНАМГ61002, м. Харків, ХНАМГ, вул. Революції, 12.

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