pMt covylue caterJHj cattle 7 страница
going on in the world,
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,
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.
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.
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.
A group of students on an educational and cultural tour (mainly staying with families, but including some nights in a hotel).
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.
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
saturday 7 march - 12.30 p.m. - 4.30p.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
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
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?
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
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
FRONT SEAT REQUESTED LOW FLOOD REQUESTED TRAVELLING TOOETHER TRAVELLING TOOETHER TRAVELLING TOGETHER TRAVELLING TOGETHER
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
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
Hotel Survey: Summer Period (Preliminary Results)
Hotel: ___________________ Periploa__________________
Period: __________________ May 3-0une 28_______________
Rooms booked__________________________ t21______________
Survey respondents: 119___________________________________________________________
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.
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
canvass p. 141, find out the opinions of cost effectiveness p. I7I (tapescript),
giving enough profit compared to money
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
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
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
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
Unit 7 10 Activity [p. 86]
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.
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.
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
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.
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.
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]
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.
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.