книга выложена группой vk.com/create_your_english книга выложена группой vk.com/create_your_english 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 книга выложена группой vk.com/create_your_english 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 книга выложена группой vk.com/create_your_english 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.
