Contents
LANCiUACiE SKILLS
CAREER SKILLS AND KNOWLEDCiE
It's my job IWhere Customer care
in the world?
Find out
Speaking
LANCiUACiE KNOWLEDCiE
Writing
Language spot
Listening
Reading
Greeting and
introducing
Welcome -the first Welcoming visitors Arrival information Greeting and
encounter
introducing
Car hire at an
airport
Cape Town arrival
information
Vocabulary
Pronunciation
Car hire
Makes of car
1 Arrivals . p.4
Singapore
Cultural differences Points of arrival to
the place where
in greetings
you are studyi ng
Car hire dialogue
Arriving and
movingon
2 A place to stay . p.12
Grzegorz Rosinski
Welcoming guests Survey about
hotels
Registration
procedures
Client perceptions
of hotels
The staff structure Hotel services
of hotels
Registering new
arrivals
Hotel information
Where things are
New arrivals
Highlighting key
words
Tell mewhere
3 Tourist information services . p.20
Copenhagen TIC
Assessing customer Information
types
services in your
city / region
Tourist information Tourist Information Giving information Recommendations Giving directions
Information types
and prepositions of
How do I get to . .. ? Centres
movement
Liverpool
Recommending
and promoting
Linking words
together
A rep for all
seasons
Resort
representative
Welcometo
paradise!
Tips on tipping
4 Holiday rep . p.28
Ameli Destivelle
Have you got the
right attitude?
Tipping
A day in the life of ... Local 'tips'
A welcoming talk
Advice and
obligation
Holiday health
Pronouncing
plurals
De scribing food
Food: ingredients
and preparation
Ii: /, /;,:/; /0/
5 Eating out . p.36
eN Tower, Toronto What do you say?
Regiona I food /
food fest iva Is
Our national dish
Food tourism
Taking an order
Describing dishes
The traveller's
guide to Turkish
food
I'm very sorry
Ask someone who
ha s been there
Receivi ng ca m pers WelcomeGiving information Bienvenueabout the weather Willkommen
How to deal w ith
complaints
Th e food of my
region
Relative clauseswho, which,and
that
6 Rural tourism . p.44
Eduardo Barroso
Encouraging
customers to be
sensitive to the
environment
Loca I people and
Acountrythat
offers rural tourism rural tourism
Checki ng in at a
campsite
Forecasti ng the
weather
Welcome!
Making prediction s Resources for rural
tourism
Weather words
High Iighti ng
words to confirm
or correct
Writing bank . p.S2
1 Report writing
2 Information leaflet
3 Public notices
4 Email job application
5 Reporting incidents
Writing bank key p.S9
7 Attractions and events . p.60
Alcatraz
Different cultures, Four attractions in
different responses your country
Describing a
festival
Trends in visitor
attractions
Bringing
attractions to life
Th ree fest iva Is
The Passive
Types ofvisitor
attractions
leII, I:m/, 1I'd1
Architectural
features
Two top Paris
attractions
People and
faci Iities at
attractions
8 On tour . p.68
LucyTovchikh
Personal
appearance
Job opportunities /
training /
qualifications for
tour gUides
From tour guide to Three tours
tour manager
Checking the
schedule
Practicalities on
tour
Coach tour role-play
Preparing notes for Explaining
commentaries
arrangements
Language of
calming and
dealing with a crisis
Whatwouldyou
say?
Problems on tour
Standards of
performance
Highlighting
words to show
feeling
9 Hotel entertainment . p.76
MGM Grand Las
Vegas
Customers of all
ages
Activities for
different age
groups
Making a water ball What's on today
Getti ng the job
Working with kids
Preparing a daily
programme
Email application
Indefinite pronouns Something for
everyone
Helping kids to
make things
Getting kids to
make things
Consonant groups
with /s/
The perfect worker
10 Specialized tourism . p.84
Photoventures
Cross-cultural
Specialized tourism Special request
misunderstandings in your region
Disabilityaccess
What is niche
tourism?
Describing
disability
Stress in
compound nouns
Describing
dimensions,
capacity, and
facilities
Business travel
terms
Ip/, IV, and Iki
Respondingto
problems
Front office duties
Four specialized
tours
Report on
Respondingto
specialized tourism special requests
Preparing and
running a
specialized tour
Identifying and
checking special
needs
11 Business travel . p.92
Metropol ita n
Hotel Nikko New
Delhi
Cultural awareness Business travel in
your country
The needs of the
business traveller
A conference
Culture gUide
Comparing
Business travel and conference centres enquiry
the tourism
indu stry
The consonants
Conference
equipment and
facilities
12 Checking out . p.lOO
Abdol Sadeghi
Quality standards
Receptionist duties Life in the front
office
Check-out
procedures
Common problems Unsolicited
Can I have my bill? feedback
Pairwork . p.108
Grammar reference . p.1l8
Solving problems
Checking guests
out
Reporting to the
manager
Listening scripts . p.128
Glossary . p.137
Understanding
rapid speech
4 Unit 1
Takeoff
Look at the photos.
1 Where are they?
E X AMPLE
ata hotel
Z What type of tourist or visitor is being welc?med in
each case?
Reading
Welcome - the first encounter
1 Match the words with their dictionary definitions.
1 encounter
2 experience
3 hospitality
4 welcome
a friendly and generous behaviour towards guests
b a meeting, especially one that is sudden and
unexpected
c a greeting that is given to some body when they
arrive, especially a friendly one
d something that has happened to you, often unusual
or exciting
Z Read the text. Which subtitle do you think is the best?
•
•
•
•
Tourism: the encounters industry
Tourism: the experience industry
Tourism: the hospitality industry
Tourism: the welcome industry
3 Which of the six points (a-f) would include this advice?
1 Offer to carry a bag, to get a drink, to open the door,
anything to show you're there to help.
2 Do your research - know who you're meeting, know
where you're going.
3 Have confidence in your abilities and personality.
4 There are many ways of greeting in different
countries, but the smile is universal.
5 Dress appropriately - be smart, clean, and tidy.
6 Find out about the person you're with, and ask them
about themselves.
4 Can you think of more advice to add to the list above?
An introduction to
worki ng in tourism
Tourism is about encounters - encounters with
people, with places, and with experiences. And the
most important encounter is the first one : arrival and
greetings . Get that one right and the rest is much
easier.
Arrival encounters can take place anywhere : at
the airport, at the hotel, at the campsite, in the
restaurant, on the tour bus, or at the attraction.
Wherever it takes place, the rules are the same:
a Be prepared
b Look the part
c Smile
d Be interested
e Be helpful
f Be yourself.