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going on in the world,
c I suppose you think that if you were rich you (be) happy,

d How much would you get if you (sell) your car?

e If it (not/rain) so much, I'd ride my bike to work,

f If they (provide) a better service, they'd get more cusromers.

g They (save) money in the long run if they employed their

own maintenance people,
h I'd sack him if I ________ (not/think) he was doing the job well.

 

Reported questions

Notice how we report questions:

Does Mis Kudu .smoke?' asked Peiei Makcland.

► Peter Makeland asked whether Mrs Undo smoked.

'Can we share a room?' the three girls wanted to know.

► The three girls wanted to know if they could share a room.

'What time will breakfast be?' Megumi asked.

► Megumi asked what time breakfast would be.

Now repon the following questions in a similar way:

a 'Which room is the meeting in?" enquired the group leader.

b 'Where does this bus go?' Kevin wanted to know.

c 'Why aren't the rooms ready?' she asked me.

d 'When did the group arrive?" asked the manager.

e 'What time will the meeting finish?" asked Peter.

f 'Will the Japanese group be staying for dinner?' asked Helen.

g "Shall 1 call back later?' Ian wanted to know.

h 'Have you written everything down?' asked Donald.


3 Speaking


You are a tour operator wirh a very varied clientele. Read the information below about three different groups and decide what possible/probable preferences they will have.

Consider:

type of hotel: de luxe, conference, etc.

board: bed and breakfast, half-board, etc.

room: type, location, facilities, services, extras.

use of facilities: conference rooms, function rooms, restaurants, etc.

optional tours: theatre, sightseeing, museums, shopping, etc.


 

Group 1

A group of students on an educational and cultural tour (mainly staying with families, but including some nights in a hotel).

Group 2

A group of elderly people visiting your capital city on a weekend package, including a visit to a variety show and a night in a hotel.

Group 3

A group of people of various ages on a cycling holiday.


4 Reading Read this Welcome Letter and itinerary for a special group staying at the

Copthorne Tara Hotel in London and answer the questions which follow.

 

 

university of south carolina

WELCOME 10 LONDON I

Bncloacd with tins letter you will find a mop «1 London and general Information which i hop* will he of use during, yout stay.

Today you will b* taken direct to your liutni wl.n.u •■■isliuh »li-i lie given with check-In. the remainder ot the day will be free for you to relax after your flight, for shopping or Independent sightseeing. the programme duting ymir visit will be as shown below. Departure of •11 tours and transfer! will be from the Croups Lounge on the ground floor of The hotel.



the university of south carolln« hospitality Desk. h-lrnsted In the Groups Lounge, will be stuffed for four bourn from arrival for any ousistance or information you may require or If you wish to bonk the optional tours. there will be anscune to assisr «1 the following times during your stay:

thursday 3 hard: - four hours from arrival
Friday 6 march - 1.00 p.m. - i.00 i> ■

saturday 7 march - 12.30 p.m. - 4.30p.m.
sunday 8 march ■ 8,00 a.m. - 12.00 p.m.

monday 9 march - a.00 a.m. - 12.00p.m.

Tuesday 10 March - 8.00 a.m. - 12.00p.m.

Breakfast it included dally and will be served In the Brasserie on the ground floor of the hotel between 7.00 a.m. and 10.30 a.m.

friday. 6 march 199_

9.01) a.m. Depart fur an optional meeting tour of the City of London. Afternoon at leisure,

saturday. 1 march 199-

9.00 a.m. Depart for a morning tour of London's West Snd. included for everyone. afternoon at leisure.

sunday. 8 march 199-

8.10 a.*. depart for an optional full day Bath and Stonehenge tour. monday. 9 march 199_

9.00 a.m. depart for an optional morning Windsor tour. afternoon ar leisure.

8.00 p.m. evening at the theatre included for everyone. the

performance of the musical '3 Guys Nsned Moe- commences at
8.00 p.m. at the lyric theatre, Shaftesbury Avenue. Please
aiake your awn way to and Trom -he theatre by taxi or tube
(nearest station Piccadilly Circus I. >


Tuesday. 10 Harch 199-

8.30 a.tt. Depart for an optional full-day Oxford and Stratford roar. Wednesday. 11 March 199_

Departure details will be shown on the hospitality board at the Un.tvrslty of South Carolina hospitality desk.

10.15 a.m. Flight US 1161 departs for Charlotte*

I hope you lievu a very enjoyable stay and look forward tc welcoming you nock to London In the not too dlatant future-.

Yours sincerely. Sue Hadow

Travel Co ordinator

 

a What do guests receive on arrival?

b Where is the usual 'meeting point' for the group during their stay?

c Why is the hospitality desk nut open on Saturday morning?

d Which meals are included in the cost?

e On which days are they completely tree to do what they want?

Find formal words or expressions in the text which mean:

a help (verb) c leave e begins
b tin- rest d free f soon

If you were a student 1mm the I JS('., which ol these tours would you go on?

 

 

In the Welcome l.etrer in ft. Heading we read that 'the hospitality desk will be staffed for four hours from arrival'. This means that a member of staff will be there for four hours after the group arrives.

Below, there are some examples of formal written language which might be seen on the hospitality board ol an inclusive tours group. Explain each sentence in a less formal way.

a Enquire at Reception for further details.

b Itinerary subject to alteration at short notice.

c Non-refundable deposit payable at time of reservation.

d All rates subject to VAT.

e Smokers arc requested to refrain from smoking in communal areas, f No gratuities to staff.

g Optional tours subject to adequate demand.

h Special rates available for OAPs.

i Lunch voucher valid on stated days only.

j The management reserves the right to refuse admission (notice outside hotel disco).


6 Listening Wc asked Richard Tobias ot the British Incoming Tour Operators

Association (B1TOA) to tell us about recent changes in incoming tour operations (tours of foreign visitors to the country, in this case, the UK).

1 Before you listen, look at the sentences below. Tell your partner whether the things mentioned have or have not happened in your country recently.

Il voli do mil know. guess oi in io find out!

a □ There has been a trading-up of accommodation from three-star hotels to four-star (tourists are staying in a higher standard of hotel).

b □ There are more five-star hotels.

c □ Hotels will negotiate more on prices.

d □ Standards of service are lower.

e D There are more complaints about accommodation, f □ There are more second-time visitors (people who have been to the country before).

g □ Heritage tours (tours which look at the traditions and cultural achievements of a country) are becoming more popular.

 

2 Now listen to Richard Tobias and tick (/) the sentences if these changes have happened in the UK, and put a cross (X) if rhey have not.

 

 

7 Reading Look at the rooming list sent to the guide escorting the Koala Tours

'Sydney Opera' group and answer the following questions.

a Where is the group staying?

b How many rooms are required altogether?

c How many groups of three or more are there? What size are they?

d Who has the concert tickets?

e Who probably has difficulty with stairs?


KOALA TOURS


15 Cook Road, Sydney Tel. No. Reservations 2-226-31 50 OPERATIONS 2-226-6079 ACCOUNTS 2-226-9596


           
 
   
 
   
 


 


TRIPLE WITH FACILITIES

LP MI88 J TATTUM/ MRS P TATTUM MRS II tlUOMKS

1 TRIPLE WITH FACILITIES


 

J PAX


 


8IHOLB WITH FACILITIES DRIVER HAS TIX

 

1 SINGLE WITH FACILITIES - 1 PAX


 


TWIN WITH FACILITIES AA MR/MRS ROBERTS AA MR/MRS BAKER

MR.1 N BANKS/MRS S JONES

MR/MRS L DUNBAR

MRS DYMENT/MRS W MOYBS DO MRS M BLSON/MRS T MULLEN

MRS FLETCHER/MRS t. COUSIHEAU

SPECIAL REQUESTS

FS LP

FRONT SEAT REQUESTED LOW FLOOD REQUESTED TRAVELLING TOOETHER TRAVELLING TOOETHER TRAVELLING TOGETHER TRAVELLING TOGETHER

CC DD


 

(AA) (BB)

(CC) (DD)


       
 
   
 

FS


 

MRS MRS MRS MRS KM MRS

M GRANT/HISS J 'JKANT GRIFFITHS/MRS V MULLEN HILL/MISS R HILL HUGHES/MISS 8 HUGHES MORRIS/MISS 8 MORRIS MACDOUGALL/MM8 N JONES MR/MRS M HOUEHTS MISS M ROBERTS/MISS E WILLIAMS DD MRS B SCOTT/MR 3 K WII.LCOCK

MRS S TAYLOR/MRS J RAVENSCROFT BB T EVANS 10 DAVIS BB MRS J THOMAS/J BUREK BB M PUMFORD/E WILLIAMS BB A NEBDHAM/J HEKDHAN

31 TWIN WITH FACILITIES - 43 PAX


 




8 Activity Read the job advertisement and decide which activities a resort

representative would spend a lot of time doing and which activities he/she would spend not much time doing.

 

Boohing Tours has a vacancy for a RESORT REPRESENTATIVE

at El Sol, Cliff Top, & Esplendida Hotels, Majorca

THE WORK INVOLVES:

greeting incoming guests— hosting welcome parties-handling general enquiries — organising and supervising social activities at the hotel — acting as a mediator with hotel staff, police, or other local authorities — advising guests on shopping —organizing optional excursions —ensuring all bills and taxes aie paid — accompanying returning guests to airport for return flight to UK.

Experience preferred, but training given For further information contact: Susan MocDougol, Boukiny Tours. 132 Knapp St, Basingstoke, Hants. RG21 3PW

 

Working in groups, copy and complete the table below lor rhree very different candidates for the Resort Representative job. They should be of equal ability to do the job (quite good), but they must be completely different from each other.

No candidate should be better than the other two candidates at more than four factors.

Michael Rogers Silvia Gonzalez Jorge Diaz

age

nationality languages education work experience present job hobbies/skills sports/fitness personality

appearance ._ .__

 

Now pass the completed table to another group ol students. Look at another group's table and discuss who should be given the job.

9 Activity Tour operarors often canvass holiday-makers for their opinions on their

holidays. The results of the holiday surveys are shared with the providers of the relevant services.

Although your hotel has been operating successfully lor twenty years, this is your first season using a mass-market tour operator. As tar as you are concerned, it has been a great success.

At the end of the high season, you have received the preliminary results of their holiday surveys for your hotel.

Discuss the following in groups:

a your overall reaction to the results,

b the aspects of your hotel which meet the requirements of this kind of

operation and those which do not, c the possible reasons for your problems and the steps you can take to


Ahconaut Tours Head Office I In- Broadway London N10 2B1.

rectify them.

Hotel Survey: Summer Period (Preliminary Results)

Hotel: ___________________ Periploa__________________

Period: __________________ May 3-0une 28_______________

Rooms booked__________________________ t21______________

Survey respondents: 119___________________________________________________________

 

✓ = indicates the most common result
  Excellent Good Fair Poor
     
Location  
Room comfort  
General comfort /  
Cleanliness /  
Food /  
Staff attentiveness  
Bar service   /
Waiter service Daytime activities /  
Evening activities Sports facilities /

10 Writing


Write a letter to your British tour operator thanking them for the holiday survey preliminary results. Point out why you feel the tours have been a great success and why next year will be even berter. Also, suggest reasons why some results were a little disappointing and explain what steps you will take to remedy any problems.


 


11 Vocabulary


accompanying p. 140, travelling with assist p. 135. help

attend vcness p. 141, helpfulness and

politeness bleep p. 133. short, high-pitched

sound made by an electronic device to

call sb

canvass p. 141, find out the opinions of cost effectiveness p. I7I (tapescript),

giving enough profit compared to money

spent

discernible p. 170 (tapescript),

noticeable driving a hard bargain p. I7I

(tapescript). insisting on the best

possible price, arrangements, etc. when

negotiating with sb escorting p. I 38. going with gourmet p. I7I (tapescript), serving fine

food

heritage p. 138, the traditions and

cultural achievements ot a country hospitality board p. 135, notice board

which gives Information hosting p. 140, being in charge of in-bound p. 170 (tapescript), coming to

this country leisure p. 135, free time local authorities p. 140, people who

are responsible for the local government

of an area

major items of expenditure p. 170

(tapescript), chings that most money is spent on

mass-market tour operator p. I4I, one who sells very popular holidays

mediator p. 140, person who acts as a go-between for two people or groups

who cannot or do not want to

communicate directly package p. 136, inclusive tour private function rooms p. 136. rooms

for private meetings, parties, etc. profit margins p. 171 (tapescript),

difference between the price at which

you sell something and its cost recession p. 170 (tapescript). period

when the economy is not very successful rectify p. 141, put right sth that Is

wrong

remedy p. 142. put right sth that is wrong

resort representative p. 140. person who works for a tour operator and

looks after its guests in a hotal

rooming list p. 139 (tapescript), list of

guests' names and their rooms savour p. 171 (tapescript), eat slowly

and enjoy survey p. 141, study ot peoples

opinions, behaviour, etc. trading-down p. 170 (tapescript),

exchanging something for something

else of a lower standard; opposite

trading-up p 138 transfers p. 135, transport to the

airport

travel co-ordinator p. 135, person who organizes travel arrangements

vacancy p. 140. job which has not been taken

variety show p. 136, light entertainment consisting of a series of acts. e.g. singing, dancing, comedy

are willing to do sth p. I7I (tapescript), do not mind doing sth


 

Pair/Group A

Instructions

 

 

Unit 7 10 Activity [p. 86]

 

Waiter role-card  
Congratulations! You have just got your first job as a waiter at a high-class restaurant. In the role play yoti will be able to show how good you are at the job. Make notes in the tabic below before you start.  
  Stage 1 What to say and do  
  1 greet the customers 2 take customers' coats 3 seat customers at a table 4 offer a drink 5 bring menu and wine list 6 take orders    
  Stage 2 What to say and do  
  1 bring first course .1 collficl empty plates 3 bring main course and serve vegetables 4 ask if everything is OK and pour more wine 5 collect plates and bring sweet trolley (and serve) 6 offer coffee and anything else 7 bring bill (when asked) 8 give customers their coats and say goodbye    

Unit 8 4 Speaking [p. 92J

You arc a representative of the Charleston Tourist Information Office. The passage that follows contains information about attractions and tours in Charleston. Answer the visitor's questions and give advice on what to do. II the passage does not contain some ol the information that the visitor requests, be prepared to invent it.

 

 

Historic Houses and Museums

Calhoun Mansion * - beautiful example of a typical Victorian Charleston house; wonderful interior and fittings (especially ballroom). $10 admission.

Heyward-Waslungton House - lovely old house built in 1772; pretty garden and kitchen area. $4 admission.

Gibbes Museum of Art - American art from the 1 Sth ccnturv to the present. $2 admission.

The Old Exchange and Provost Dungeon - Built in 1771, this contains the original trading floor of the Exchange, and the dungeon where British officers imprisoned American patriots. One of Charleston's most historic places. Open 9-5 daily.

 

Tours

Charleston (Carriage Tour- horse-drawn lour round the historic area (with guide).

Gray Line Bus Tour * - luxury coach tour ol old town and surrounding areas (with ^uidc).

Tea Party Walking Tour- guided tour on foot, including tea in a private garden.

Talk of the Towne - comprehensive sightseeing coach tours, including the only tour that visits the famous Nathaniel Russell House.

 

Local area

Magnolia Plantation - old slave plantation, beautiful house with lovely garden and small farm/zoo. $12 admission.

Fort Sumter - old fort; site where the American Civil War began; boat trip and guided tour included. $9 admission.

USS Yorktown * - aircraft carrier and other warships; ideal for kids. $8 admission.

" highly recommended


9 Activity [p. 97]


Leeds Castle, Canterbury, and Dover

 

We begin at Lewis Castle, set on ail island in the

middle of a lake and surrounded by ■

. It became known as Lady's Castle, because ol lite number ol (jut-ens ill England who lived their. Today, m.my people say it is the liveliest castle in the world and it is used forb

between heads of state. Leeds Castle is also renowned for its unique museum of dog collars.

Canterbury and its Cathedral

Canterbury is Kngland's ecclesiastical capital, where SI Thomas Beckett, then Archbishop of Canterbury, was murdered in c by the knights of «• Beckett's shrine in the Cathedral became the goal of the •Canterbury Pilgrims' and the town prostxred on this early form of tourism. Bypassing the queue, we enter the Cathedral, which was founded as a monastery by St Augustine in 597 and was enlarged in both the 11th and the Mlh eenluries.

The White Cliffs of Dover

Our linal port of call is the port of Dover, renowned lor its great stretch of while chalk cliffs. We visit 12th century Dover Castle - designed by Henry II but incorporating much Norman architecture - and from the ramparts we may see th<- coast of France, Leaving Dover, we return to I.ondori, travelling past the Channel Tunnel entrance and workings, making our first dropoff at around c

• Visit U-eds Castle • Visil Canterbury Cathedral • Visit Dover Castle • View Tunnel entrance • All entrance lees paid

 

 

Highlights


 




5 Speaking |p. 113]

1 You have a plan ol the Chesterfield Suite where you and your partner .m holding a conference. You have the dimensions, the seating style, and the equipment available in each room. Your partner has an outline plan with none of this information and will ask you questions to obtain it.


 
 

  Chesterfield Clarendon Devonshire Dudley
Size 5.3 m x 7.6 m 5.5 m x 10.5 m 5.5 m x 10.5 m 5.3 m x 8.4 m
Si v It- Boardroom Theatre Schoolroom Boardroom
Capacity M
Equipment video OHP + screen nip-chart slide projector

2 You have an outline plan of the Spencer Suite. You need the dimensions, the seating style, and the equipment available in etic h room. Your partner has this information. Ask him/her questions and complete the grid below.


 




Pair/Group B

Instructions


Unit 1


10 Activity [p. 18]

You are rhe representative for a group of beach resort hotels. A tour operator has phoned you to check the names of a number of hotels that he/she wants to include in the summer brochure. Listen to your partner's descriptions and try to match them with the named hotels below. Ask questions to check, if necessary.

Question prompts: Has it got...? How many...?

Is there a ... f/Are there any. ,.J What shape is.. it


 




Pair/Group K hislructions 10 Activity [p. 86]

 

Customer role-card

 

You and the other customers are really restaurant inspectors dining incognito. It is your job to see how waiters can cope with the pressures of the job. As a team you have to work out the best way of testing each waiter. There are various ways in which this can be done. You can be angry, rude, drunk, talkative, difficult to please, loud, etc.

It is very important that the waiters do not realize who you are. Be like a normal customet at first.

It is best if you save most ol your good ideas lor Stage 2 of the role play. Make notes in the table belov, belore vou start.

 

 

Stage 1 What to say and do  
arriving and being scaled    
pre-dinncr drink    
menu and ordering    
       
Stage 2 What to say and do
first course and wine-    
main course    
dessert trolley    
co (Tee    
the bill    
leaving    

 

Unit 8 4 Speaking [p. 92]

You are a visitor to Charleston. You need as much information as possible from the Tourist Information Office. Ask for advice on:

the historical bouses and museums - the cheapest/best value, but also the most typical

the best way to tour the city attractions in the surrounding area shops

restaurants and nightlife


9 Activity [p. 97]


Leeds Castle, Canterbury, and Dover

 

We begin al Leeds Castle, set on an island in the middle of I hike and surrounded by beautifully landscaped gardens. It became known as lady's Castle, because "

. today, many people say It Is the loveliest castle in the world and it is used for top-level

conferences between heads of state. Leeds Castle is also renowned for its unique museum ofb

Canterbury and '«s Cathedral

Canterbury is England's ecclesiastJca] capital, where St Thomas Beckett, then Archbishop of Canterbury, was murdered in 1170 by the knights of Henry II. Beckett's shrine in the Cathedral became the goal of the 'Canterbury Pilgrims' and the town prospered on this early form of tourism. Bypassing the queue, we enter the Cathedral, which was lounded as a monastery by St Augustine in? and was enlarged In both the 1 Ith and the 14th centuries.





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