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interviewer: You said earlier that fam trips were an opportunity lot people 10 meet e;u li other, but isn't it true that it's always the same kind of company that gets invited on fam trips - by that I mean the big ones?

george: Well, yes and no. Clearly we cannot send every employee in every agency on a familiarization trip. The important thing is to reward customer loyalty. So then we'll ask a good agency to send along a member ot staff who has probably never stayed in one ot our hotels before to come and see exactly what our hotels have to offer. Naturally, popular agencies sell more of our holidays 511 more of rheir employees will go on our tarn trips.

interviewer: Right. So it's a question of how popular a rravel agency is?

george: Yes, but then there are the new-producr educational trips. They may be quite different. Maybe our new hotels will appeal to travel agents that we don't do much, or even any, business with. When we have new hotels we wish to promote, we have to calculate which agencies to approach Then we do deals wirh smaller agencies. All

businesses need to evolve, so we can't just use the same hotels or the same travel agencies year after year.

interviewer: So who pays for fam trips?

george: Well, as 1 said: tour operarors, transportation companies, such as airlines, but also coach companies and ferry operators and the hotels themselves. We actually charge the agencies something tot sending people along. That way agencies themselves become more concerned about getting value for money. We don't charge much, mind, or we wouldn't get anyone who was interested.

interviewer: Right. Will you be sending people out soon?

ghorge: Not right now, but we'll be sending people out in May, nearer the high season. Then bv June we'll have arranged some more trips for the end of the summer, when we're not so busy. We also try to make sure that we send people who are in more or less the same positions in their firms. We don't usually have junior staff and senior management together, tot example. They might feel a bit uncomfortable.

interviewer- Right Well, thanks very much.



7 Listening

interviewer: Diane, can you tell me about your work and how you go about selecting a hotel for your clients?

diane: Well, 1 work exclusively with incentive-tours. More precisely, I work as a Ground Handling Agent for incentive tours from the US. As I'm based here in London, I often don't know the clients intimately. So I rely on my incentive agent in the US to inform me of exactly what sort of group they are and what sort ot things they like doing, etc. Then I'll make preliminary inspections ot various hotels, as part ot the job of a ground handler is selecting a hotel. The next thing is to make recommendations to my client on the basis

of these inspections. Nine times out of ten, my clients will also want to inspect the hotels themselves, so one or two of my clients will come over on an inspection visit and they'll make the final choice themselves.

interviewer: Really?

diane: Yes, and we'll see as many hotels in one day as we can. A few days ago, 1 took some clients to visit seven hotels in one day, which is quite normal, but a few weeks ago, we inspected fourteen hotels all in one day.

interviewer: Goodness! What, in general, are they looking for?

diane: Obviously, details depend on the group in question. The incentive groups I deal wirh will generally spend a lot of rime socializing. Consequently, the communal areas such as the bar must be large, attractive, and atmospheric. The reception area will be the first thing they see, so the company will want it to be impressive. Because rhere's lots of socializing, not just within the group but also with clients based in Europe, there must Ik sufficient rooms for private functions. And of rour«*» they've got to ho big enough. Generally, that means we deal with luxury hotels. We don't always, because a de luxe hotel won't necessarily suit the requirements of the particular group we're dealing with. But, by and large, the more stars a hotel has, the bigger and better the facilities.

interviewer: So how do you keep up to date with new facilities, special offers, or even new hotels?

diane: I'm on the mailing list of all the main hotels in the London area so I'm kept updated by mailshot, and I know the people in the sales divisions of most of the hotels we deal with. If they have a special offer coming up, they'll telephone and let me know. To keep myself informed, there's the TTG — that's the Travel Trade Gazette - which is vital reading for anyone in my line of work. If there's any new hotel development, or even new hotels being built, then it will be included in there. I also make a point of

going to trade fairs, such as the one in Earls Court in November called the WTM. People from all over the world attend, and I make appointments to meet people in the hotel business.

interviewer: Have you ever recommended a hotel you haven't inspected?

diane: Never. For example, yesterday I went into London just to see one room in a large ciry-centre hotel. I was offered forry-four of a particular type of room for a client. This hotel has fourteen different types and I wasn't sure it was the right type. Just to be sure, I went to check, and I'm glad I did. It wasn't! You see, every time I recommend a room, my reputation is on the line. I can't afford to make mistakes.


Unit 12



1 Listening

peter: OK, so what time did they say they

would be here, Donald? donai.d: Well, they should be here at any


peter: Fine. Shall I complete the group check-in list when they get here?

donald: That's a good idea, and I'll give you some help if you need it. Good, here they are. Good morning! Welcome to the Fir Tree Hotel.

mrs f.ndo: Good morning. My name is Megumi Endo. I'm the Tour Leader of the Endo Tour Group. Very nice to meet you.

donald: Good morning, Mrs Endo. I trust you had a pleasant flight. My name is Donald Cartgf, and I'm the Front Office Manager. I'll be checking you in. And this is Peter Makeland, my assistant. I have here your registration cards. Could you please ask your group to fill in both their names and passport numbers on the cards?

mrs endo: Yes, of course, rhankyou. Now we might have a small problem. Three of our group are friends, and they'd be happier if they shared a room. If they had told me earlier, I woidd have faxed you. I hope that's not inconvenient.

donald: No, not at all. So that's three fewer singles and one more triple, so that's two fewer rooms in total. That won't be a problem. Do you have the names?.... Good, thank you. I'll get an updated rooming list printed, give it to the Head Porter and then he'll be able to make sure all the luggage is taken to the right rooms. They all have their names on their luggage?

mrs endo: Yes.

donald: Good, that's fine. The Head Porter

will rake care of that. mrs endo: Can I give you my passport list? donald: Thank you. mrs endo: But I'm afraid I've left my

voucher in my luggage. Can I give it to you


donald: Yes, of course. That won't be a problem. Now, I'm afraid we have a small problem. Because you are such a large group and ir is so early in the morning, not all the rooms are quite ready. So, I've just bleeped (he Food and Beverage Manager and she will be coming down in a minute to see to your food and drinks requirements while you are here.

mrs endo: Pine, thank you.

donald: Well, in fact, here she is. Mrs Endo, may I introduce you to Patricia Clarke, our Food and Beverage Manager. |hello, hello.) Parricia will take you through to the breakfast lounge and discuss your meal requirements. Thank you, Patricia.

mrs en do: Fine. Thank you.

donald: OK, Perer. Have you got everything?

peter: Not quite. What room did we allocate

the tour leader? donald: Three-oh-four. And that's Megumi

with an V at the end.

peter: OK, and the rooms. That's three fewer singles and one more triple. Twenty-four, ten, three and thirty-seven?

donald: That's right, so the total is two fewer. Under 'additional remarks', make a note to tell Reception of the changes. Put something like tell Reception two fewer rooms required', then you can tick it off when we've done that. You've made a note about the voucher, haven't you? [yes.] Good.

peter: Fine, and Patricia Clarke - is that Clarke with an 'e' at the end?

donald: Yes, that's right. If you give me the sheet. I'll just check it and sign it.

peter: There you are.

donald: OK ... Fine. Now, let's go and join them in the breakfast lounge.



6 Listening

i\ it.uv11 wi.it: I'd like to start by asking, have members ol the BITOA noticed any changes over the last few years in what tourists are looking for?

richard tobias: Well, yes, there's been one

very discernible change in recent years. By that 1 mean, and I'm only talking about in­bound tourists here, there's been a general trading-down of accommodation at the middle to top end of the market. Nowadays, a lot of tourists who were staying in tour-star hniels a few years ago will now be looking at three-star.

interviewer: Oh, why's that?

richard tobias: There's one very good reason for it and that's the general world recession. So visitors are seeking value for money. Obviously, one very good way of cutting costs is to look at your major items of expenditure, such as your accommodarion. The question is, of course, 'Will it continue?' Well, who knows. The paradox is that over the last few years, there have been more five-star hotels built than ever before. So perhaps they have suffered most.

interviewer: So what have hotels done about that?

richard tobias: They've had to improve their cost effectiveness, on the one hand, but at the same time, they have found perhaps that greater efficiency is nor enough, and they've had to discount the price of their rooms as well. Most hotels in the present climate are willing to negotiate on price much more than they were in the past.

interviewer: Right, thanks. Inclusive tours, ot course, provide an important source of income tor hotels. Is there any truth in the accusation that there has been a lowering in standards of service because tour operators have recently been driving such a hard bargain?

richard iobias: None whatsoever. Tour operators, ol course, want to operate to comfortable profit margins, but there's no evidence ihai litis kails 10 a lowei iug ol standards in horels - quite the opposite. As .1 matter ot fact, we receive a very low percentage ol complaints, in terms of hotels. Thai', because, generally speaking, we, rhe British, provide a good service and very good value.

interviewer: Are tourists more, or less .sitmficj with the accommodation they are

provided with? Rt< hard iobias: It has always been the case that visitors ot some nationalities have slightly different expectations from what hotels in this country are able to provide. Americans, lor example, are used to very large hotel rooms by British standards. However, most ol them know what to expect when they come here. The problem with people from some countries is that they don't complain until they get home! But, no, it's not an increasing tendency. We find rhe vast majority of our visitors are more than satisfied with rhe accommodation they receive.

interviewer: Have they noticed any other changes?

richard tobias: There is a growing awareness of the whole range of opportunities on offer in a country like Britain. People these days know there is more to Britain than the Tower of London. There is a larger base of second-time visitors who are already familiar with the traditional tourist locations and they're looking for something different.

interviewer: But haven't second-time visitors got a tendency to want to organize their own itineraries?

richard tobias: Oh, yes. But that's partly why tour operators these days offer so much more. Not so many years ago, rhe standard itinerary offered not much more than a visit u> the major sights of London, a pub lunch, some more sightseeing, a restaurant followed by the theatre. Of course, there were always some special-interest groups but they were in the minority. These days there is much greater interest in tours such as the British Heritage Tours, which might involve guests visiting buildings ol historic interest in more remote parts of the country. There arc also British Industrial Heritage Tours. We even have special British Gourmet Tours where guests get to savour real traditional English food!

i n i i rviewer: Well, that's certainly different. How has this affected hotels?

richard tobias: Naturally, some hotels in less visited areas have benefited. Also, York, for example, which has always attracted a certain amount ot tourism through the Minster, now finds its hotels are getting busier because of the growth of interest in Brirish Heritage Tours.

interviewer: How does the future look?

mi hard tobias: It's looking good. The high season is just about over, but we are already looking forward to the next.


48-hour release p. 71 abundant p. 105 access to p. 165 accessible p. 13 accompanying p. 140 additional extras p. 164 adjoining p. 15 adjusting p. 27 admission p. 144 adventurous p. 89 aiding p. 46 air-conditioned p. 15 allocate a room p. 155 allocation (Allocation Holder) p. 71 alternative p. 128 amenities p. 15 annexe p. 152 annoyed p. 82 answerable to p. 153 aperitif p. 57 apology p 81 appalling p. 161 apprentice p. 40 archaeological site p 89 arguing p. 86 assemble p. 125 assist p. 135 at your disposal p. 114 at your fingertips p. 103 attentiveness p. 141 attic p 29 attractions p. 98 Autocue p. I 10 availability chart p. 71


baked p. 55 baize p. 114 bargaining p. 34 bill p. 67 bleep p. 133 boasts p. 130 bonus p. 151 brochure p. 18 budget p. 29 buffet service p. 15 bungalows p. 15 business centre p. 151



cabin p. 12

calculate p. 158

calm or calm down p. 78

cancellation fee or charge p. 93

candidate p. 38

canvass p. 141

capacity p. 112

carpenter p. 40

carved p. 55

cash p. 68

catering (for) p. 128 catering for p. 128 celebrated p 13 chain p 18 chambermaids p. 31 check out p. 68

check something through p. 158

cheque p 68

child-prnnf p 94

clientele p. 34

cloakroom p. 103

coated in p. 55

collision damage waiver

(CDW) p. 94 comes to p. 67

comes under the remit of p. 154 command of p. 37 commentary p. 93 commission p. 66 communal rooms p. If complain p. 85 complaint n p. 78 complimentary p 160 conducive to p. 103 conference rooms p. 22 conferences p. 20 confirmation p. 48 conservatory p. 126 conveniences p. 13 converted into p. 23 cope with p. 78 corporate client p. 46 cost effectiveness p. 171 counterparts p. 107 courteous p 36 courtesy bus p. 26 credit card p. 68 crisp p. 55

cross-cultural training p. 105 crucial p. 101

cruise p. 89 crunchy p. 55 crust p. 55 currency p. 73 current p. 59 custom-made p. 121

expand p. 13 expiry date p. 69 extension p. 23 external to p. 36


day-to-day p. 32 de luxe p. 151 dealings with sb p. 154 delegates p. 37 deposit p. 69 deposited p. 59 designate p. 105 designated areas p. 151 dessert p. 56 disabled p. 20 disastrous p. 86 discernible p. 170 discount p. 71 discreet p. 114 disgusting p. 81 dispatch of luggage p. 154 distinguish between p. 164 double-checked p. 101 dressing-gown p, 105 dressing-table p. 59 driving a hard bargain p. 171 drop-off p. 93 duties p. 34 dust p. 80

duty manager p. I 64


facilities p. 10 facility p. 59

fam(iliarization) trip p. 122

farewell p. 105

fee p. 12

filthy p. 81

fire escape p. 29

fitness centre p. 22

flexibility p. 46

flip-chart p. 103

flooding p. 105

folder p. 59

folk dancing p. 15

for inclusion p. 98

fort p. 144

Free Sale Agents p. 71 freebie p. 167 full-length mirrors p. 153 furnishings p. 24



garlic p. 54 garnish p. 54 goods p. 119 gourmet p. 171 group traffic p. 121 guaranteed p. 90 guidance p. 121


elaborate p. 12 empty p. 80 en suite p. 153 enhance p. 40 entails p. 39 entertainment p. 98 entrance charge p. 93 entrance fees p. 90 equipment p. 59 equipped with p. 94 escorting p. 138 evolve p. 168 exceptionally p. 24 exchange rate p. 73 exclusively for p. 114 excursion p. 90 exhibition p. 93



have a preference for p. 156 heavy workload p. 34 herbs p. 55 heritage p. 138 high season p. 15 hire p. 89 hoists p. 26 homely p. 153 honeymoon p. 17 honeymooners p. 105 horticulture p. 40 hospitality board p. 135 hospitality p. 15

hosting p. 140 hoteliers p. 34 lodge p. 13 log-book p. 36 luxurious p. 12


ignored p. 78

imprint p. 69

in advance p. 13

in the event of sth p. 128

in-bound p. 170

in-house training p 40

incentive tours p. 168

included p. 93

inclusive of p. 94

incoming p. 121

inspects p. 127

install p. 29

integration p. 46

interconnecting with p. 103

itinerary p. 125 mailing list p. 169

mailshot p. 169

maintenance staff p. 40

major items of expenditure p. 170

make excuses p. 85

manual p. 42

market segments p. 46

mass-market tour operator p. 141

matching p. 46

mediator p. 140

meet sb's requirements p. 47

mileage p. 94

modules p. 46



juicy p. 55

nappy-changing facilities p. 26 National Trust p. 125 negotiates p. 71




kept updated p. 169 kettle p. 105 key card p. 159 king-size p. 27 know intimately p. 168

lapels p. 78 laundry p. 59

laundry/valet service p. 20

lay on p. 115

leaflet p. 130

lectern p. I 10

lecture p. I 10

leisure p. 135

liaise p. 37

linguists p. 105

liqueur p. 54

live music p. 15

loaded with sth p. 103

lobby p. 87

local authorities p. 140 occupancy rates p. 152 off my own bat p. 165 on hand p 114 on request p. I 14 on the line p. 169 onward travel p. 154 outdoor p. 130 outside contractors p. 40 overall vision p. 153 overbooking p. 128 overcooked p. 161

package p. 136 panoramic p. 153 pastry p. 54 pax p. 90 paying off p. 152 performing groups p. 121 permits p. 13 personal touch p. 34

personnel p. 31 petrol p. 53 pick-up p. 93 plasters p. 53 platters p. 59 play p. 93 play-room p. 26 plumber p. 40 potential p. 46 precautions p. 128 preliminary p. 168 press conference p. 110 prior to p. 47

private function rooms p. 136

process guests p. 46

product launch p. I 10

profit margins p. 171

profitable p. 153

promote p. 168

promotional p. 129

prompt p. 105

provision for sth p. 47

public address (PA) system p. 110


queries p. 154 questionnaire p. 123

ramps p. 26

range from ... to p. 13 receipt p. 68 recession p. 170 reclining p. 93 recommendation p. 29 recreation p. 20 rectify p. 141 reducing p. 46 refer to sb p. 48 refit p. 29 remedy p. 142 remote control p. 24 repair p. 80 replaster p. 80 require p. 50 requirement p. 49 reservationist p. 46 resort p. 15

resort representative p. 140 restricted to p. 107 retained p. 59 retrieve p. 48

revenues p. 46 roasted p. 54 room rack p. 47 room rate p. 65 room service p. 24 rooming list p. I 39 ruins p. 162 rural p. 83 rustic p. 12


sachets p. 105

safety rail p. 29

sales outlet p. 69

sales/field force p. 107

sanitary facilities p. 13

savour p. 171

screen p 103

seasonal p. 55

seasoned p. 54

second to none p. 114

self-contained p. 15

seminar p. 110

service charge p. 68

session p. 78

sessions p. 109

settling your account p. 50

sightseeing p. 98

skills p. 38

slices p. 54

slide projector p. 11 I

smart p. 40

snails p. 54

soaking p 105

socializing p. 169

solarium p. 20

spacious p. 16

sparsely furnished p. 13

spectacular p. 115

speech p. 110

spelling out p. 128

spicy p. 54

split into p. 13

stables p. 12

stadium p. 93

staff p. 34

stair-lift p. 29

starter p. 56

stationery p. 103

statistical ad\ p. 42

statistics p. 46

status p. 164

sturdy p. 12

subtle p. 24

suite p. 12

superstition p. 105 supervise p. 61 surrounding p. 92 survey p. 141 sweep p. 80 switchboard p. 59 sympathized p. 78



unacceptable p. 82 unaccompanied p. 105 unwind p. 15 up-to-date p. 127 up-to-the-minute p. 46 use his discretion p. 153 utilizes p. 46


tailoring sth to sb's needs p. 46

take sb's contact details p. 48

take-over p. 152

tap p. 53

tariff p. 59

tasteless p. 161

tasty p. 55

teletext p. 103

the vast majority of p. 107

theatre p. 93

third party, fire and theft p 94 threatened to p. 161 throughout p. 15 tile p. 80 tip p. 32

tip-top condition p. 40 top of the range p. 164 tour operators p. 167 tourist board p. 124 trading-down p 170 trading-up p 138 trail p. 12 trainees p. 78 transaction p. 46 transfers p. 135 travel co-ordinator p. 135 traveller's cheque p. 68 treble-checked p. 101 trouser-press p. 24 turnover of stock p. 34

vacancy p. 140 vacate p. 58 vacation p 163 vacuum p. 80 valuable p. 59 variety show p. 136

vegetarians p 57

venue p. 101

VHS p. 103

video recorder p. 110

vital p. 169

voucher p, 69


weed p. 80

were obliged to p. 107 willing to do sth p. 171 within (easy) reach p. 151 work record p. 39 work shifts p. 33 workaholic p. 34 workshop p. 110


English for the Hotel and Tourist Industry

High Season is a topic-based course for trainees and employees in the hotel and tourist industry. It introduces and practises the language skills necessary for dealing with English-speaking guests and for negotiating with English speakers

within the industry.

Each of the twelve units deals with an important topic and contains a balanced variety of activities, including a language study section and a word study section.

The source materials have been put together with the co-operation of a number of hotel chains, independent hotels, and tour operators. The reading passages include many authentic hotel documents, as well as a variety of articles from newspapers and trade magazines. The listening materials include interviews with people working in the industry.

The course comprises a Student's Book. Teacher's Book. Workbook, and Class Cassette. This Student's Book contains transcripts of all the listening passages and a glossary of key words and expressions. The Teacher's Book contains an answer key and comprehensive teaching notes, including ideas for adapting and extending activities. The Workbook contains further exercises and activities for the classroom or self-study.



ISBN 0-19-151308-4

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