Strutt Peter, Jacob Miriam English for International Tourism

English for InternationaL

•

OUflsm

Workbook
Miriam Jacob


Itinerary
Unit

SeHing

1

Travel agencies and tour

Vocabulary 1:

Types of
Holiday

operators

language Focus: compound adjectives with

A Career in
Tourism

Recruitment and job
hunting

Speechwork:

word stress, in two, three and
four-syllable words

Writing 1:

letter-writing format

Speechwork:

Tourism organisations and
tourist boards

page 14

,4
Where People

Go

word stress: -tion. -ai, -ial. -ity,

Tourist boards, tour
operators, Tourist
Information Centres (TICs),
and travel agents

page 18

0

Weddings and Honeymoons

Reading 2:

Sells Ring and Confetti Rains

Vocabulary 2:

compound nouns

listening 1 and 2:The Type of Holiday Italians
Prefer
Writing 2:

com pleting a fax

listening 1:
Reading:

work experience
describing a career
On a Tour of Duty

Vocabulary:

job titles and job terms

listening:

development of tourism in the
Czech Republic

Writing 3:

a memo: tourism in the Czech
Republic

Reading:

They Came, They Saw, They
Ate Pizza

Vocabulary 2:

money terms

Reading :

W hen the Heat is On

listening 2:

Sicilian tourism

Writing 2:

a report on tourism in Sicily

listening 2:

the sales conversation

Reading 1:

Selling Techniques

Writing 3:

a career history
-ely

Writing 2:

3

0

language Focus: simple/continuous verb forms
Writing 1:

page 9

Trends in
Tourism

Reading 1:

types of holiday

numbers

page 4

2

DeveLoping the Topic

Revision

a letter of application

language Focus: past simple/present perfect
simple
Writing 1:

changing trends in tourism

Speech work:

past verb forms w ith ed

Vocabulary 1;

terms for travellers

Writing 2:

writing from notes

Listening 1:

Top ten highest spending
visitors to the UK

Speechwork :

the schwa:l

Vocabulary:

British and American usage

Speaking:

reading figures aloud

0
0
0

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0

0

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0

•
•
0

language Focus: the definite artide
Writing 1:

5

Travel agenCies

expanding notes into an article

language Focus: asking questions and question
ta~

Travel Agents
page 22

Speechwork:

intonation in questions

Listening 1:

a booking form

Writing 1:

a letter of confirmation

0
0

Reading 2:

Top Shop

Vocabulary:

compound adjectives

Writing 2:

a fax requesting information

Reading:

Holiday Reps Enjoy a Hard
Day's Night

Vocabulary 1:

words with more than one
meaning

0

••

Review 1
l anguage Review
Units 1-5
page 27

6
Tour
Operators

Tour operators and
hoteliers

Speechwork:

contractions

l anguage Focus: the passive
Writing 1:

page 29

0

a briefing letter for a new
employee

listening 1 and 2:Poker game decides the

fortune of holiday firms

7

Vocabulary 1:

advertiSing literature

language Focus: referring to the futu re
Speechworlc:

pausing and rhythm

page 34

Vocabulary 2:

brochure language

Writing 1:

promotional material

Speechwork:

word boundaries

Vocabulary 1:

business collocations

8
Responsible
Tourism
page 38

2

Tourist boards

Promoting a
Destination

Ecological and economic
issues
National and local
government
Environmental and tourism
agenCies

l anguage Focus: reporting verbs

0

0

Vocabulary 2:

financial expressions

Writing 2:

a report on sales patterns

Vocabulary 3:

describing leisure pursuits

Reading:

Test Series Gives Big Boost to
West Indies Tourism

listening:

promoting Ireland as a tourist
destination

Writing 2:

reporting on how Ireland is
promoted

Reading:

Battle to Save the Galapagos

Vocabulary 2:

the environment

Listening:

Ecocentrics

Writjng:

Instructions for Travellers to
India

•
0

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0

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0


Unit

9

AU tourism providers

Develo pin g the Topic

Revision

Setting
Vocabulary 1:

two-part verbs

Transport

Language Focus: two-part verbs

page 42

Speechwork:

making announcements

0

Vocabulary 3:

air travel

Listening:

flight scheduling

Reading:

Which Seat on the Plane?

Writing:

a fax: information on

procedures

10

Customer relations
departments

Customer
Relations

Vocabulary 1:

adjectives describing personality:
prefixes

Language Focus· infinitve or gerund?

page 48

Speechwork:

contrastive stress

Writing 1:

replying to a letter of
complaint

0

Reading 1:

An Unfortunate Inodent at

Vocabulary 2:

service

Listening :

dealing with cust omers face to-face

Reading 2:
Vocabulary 3:

Answering Customer Queries

Ridgeway Tours

expressions with hand

Writing 2:

writing instructions - how to
create a good impression

0

•
•
•
0

Review 2
Language Review
Units 6 · 10
page 52

11

Hotels

Hotel Facilities

Language Focus: adjectives and order of adjectives
stress in compou nd
adjectives

Vocabulary 1:

collocations with and

Writing:

replying to a letter of enqU iry

page 54

12

Hotels, trade fairs, tour
operators

Selecting
Locations

Language Focus 1: conjunctions
Vocabulary:
Speechwork:

page 59

pronunciation of the

13

Tourist Information
Centres

Vocabulary 1:

tourist facilities

Speech work:

pausing and stress

Language Focus 1:conditionals

page 63

14

Listening 1:

Berlin Tourist Office

Writing 1:

a leaflet giving tourist
information

Speechwork:

pausing, stress and pitch

Marketing
the Past

Writing 1:

designing a poster

page 6~

Speaking:

Guided tours

0

0
0
0

Language Focus: relative clauses

15

Hotels, airlines, conference
organisers

Business
Travel
page 74

Grand Bohemia Hotel
Seeking a Grander Hotel

vocabulary 2:

forming verbs with the prefix
en or em

•

Listening:

choosing a site for a theme
park

0

Language Focus 2: conjunctions
Writing:

recommending a new site

Reading:

Mammon Rampant in City of
Shrines

•

Listening 2:

l ondon Tourist Board

0

Language Focus 2: intensifiers
Vocabulary 2:

Synonyms: British and
American English

Reading:

Greenwich - the Centre of
Time and Space

Writng2:

giving tourism information

Listening:

custodians at Dover Castle

Vocabulary 1:

castles and museums

Writing 2:

a speech: life in the Middle
Ages

Reading:

Fossils Get into Showbiz

giving a guided tou r
Vocabulary 2:

negative and positve adjectives

Writing 3:

writing an advertisement

Vocabulary:

conferences and meetings

Listening:

organising a conference

language Focus: possibility and certainty

Writing 2:

writing a set of instructions

Writing 1:

Reading:

Women Business Travellers

Speech work:

sound and spelling - word
stress in homographs

0

a template promotional letter

Review 3

0

listening:
Reading:

adjectives
letter a

Things to Do

0

Speech work:

•
0

•
0

•

l anguage Review
Units 11·15

page 79

Tapescripts

•

81

Key

..

= Readin g text

o = listening text

3


o

Types of Holiday
Revision
Language Focus

Vocabulary 1

,

a

b

IJ

"""
'"

c
d

e

i

f
9 ,

What is

Compound adjectives with numbers

thehidden vertical

~

Decide if these sentences a re co rrect or incorrect. Correct
the sentences that are wrong.
a It's a five miles' drive t o the airport.
b O n this two-day escorted t rip to th e Cairngorms, you wiD

travel by coach.
e Th ere are several three~day weekend break packages in this
brochure.
d The guests decided to opt for the five~courses set menu.
e Management regret to an nounce that there will be a f ourhour delay.

.., 2 Use the information in the grid to w rite short descriptions.
(The first one has been done for you .)

word? _ __ _ _ __
a

Use the words that are missing from these sentences to
complete the grid.

Its a twrJ-cenirehofid.cutUz,JtingJeKen ~M. You
will staslJl two liJ.xw'f il"ve-dNh0t.tJ.4, the FurtJuuJ.
in Pa1.errrw arui the pon.u. Nuevo in CefaiJ1. 7k
pa~

wi1i in.cLu.d.e hAlf-board with a fUur- course
everWtfl meal in flu. tra.d.i.titmai r~ ta.ura.n.t.

a A flight from Londo n to Australia is a _ - _ flight. (4. 4)
b A _ _ _ __ is a holiday w here the tour·operator
arranges both the f light and the accommodation. (7 & 4)

c Two weeks at a residential art schoo l is a _ _ __
holiday. (7 & 8)
d A holiday aboard a luxury liner is a _ _ _. (6)

e A two - or three-day holiday which is not taken during t he
week is a
.(7 & 5)
A holiday visitin g a game park is a
. (6)
9 A holiday on a farm, staying as a guest of t he owners, is a

a

b

1
2
3
4

Duration

Hotels

Category

locatio n

Oth~

Sicily

two

7 nights

Fortun.l
Ponte

.....
.....

PalefTT10
Cefalu

HB
If aditional
restaurant
(number of
courses..: 4)

on .....'"

HB

S miles

guided~

from the

'" 3 days

Goo

eo. B~~ch
N!WDe/hi

....
...

Mah,1

c

d

Tur key

city cen tre
three

14 nights

Da/dfMn

, od

S;men.J

Taurus
M ountains

K"

Orlando

"d

a special interest holiday

Cayman
Islands

5 a domestic reso rt

14 nigh ts

Toj

a long-haul destination
a city break
a theme park

two

"d

a What is the opposite of a long-haul destination?
b Give an example of each of the following for your country:

Number
of centres

Nuovo

_ _ _ _ .(8)

~ 2 Answer these questions:

Tour

.,

....

escorted hiler!
FB
evt'ning

me~

3 cou~

"' 0

10 nights

Or/,mdo

.....

Sup/erne

Cayman
G,,,,"

.....

10 mil es
from
DiSney
World

in Orlando:
visit theme pan:s

on beach

Cayman :

be""

HB
res tauran t ==

.....


o
a

Speechwork

Yours Sincerely,

Word stress
The words in the box appear in the two reading texts in

b

0

John Barrett
Sales Manager

c

Developing the Topic.

Ms D. Carlisle

patterns.

The Grove House

435 lovers lane
arrange

better

castle

client

couple

customer

destination

escape

marriage

occasion

prefer

recommended

reservations

romantic

speciali st

towards

wed ding

abroad

d

Europa

lOurs

0

Avenue

74n Newbern
Medl ord
02155
Massachu:::se:.t;.s
t _ _ _~

Prjnceton

abroad

0

0

Put them into the corred columns according to their stress

•• ••

Types of Holiday

08540

e

•••

•••

Dear Ms Carlisle,

0

. t draw your attention to 0
In particular I woul~ hk\~g the four-hour wedd ings
something neW an eXC! I ,
. es by elephant and
h the groom arnlJ
in Thailand were
rf rmance by drummers
.
dwithapeo
the proceedIngs en
46 in our brochure. We
hich is on page
.
and dancers, W
dd' s in hot air balloons ,n
are also able to offer we 109
Kenya or on camels in Mombasa.

• •••
9

We look forward to hearing from you in the near

0

future and welcom ing you on one of our Europa

wedd in g packages. Please phone our help li ne on
10293847456 for up-to-the-minute information on
availability.

h

e in whiCh yOU
our letter 01 5 Jun
moon packageS
lhank yOU tor Y .on about our hOney our latest
e
fmati
request info
p'ease nnd endos d hich most suit
ence
·th a diller
.
0_ d those tours w
WI
have mar",e
brochure . I

0

'lour needs .

o

listen to the tape and check your answers.

Writing 1
Th ese are the different sections of a letter. They are in the
wrong order.
Put them in the corred order, by numbering them 1-10.

0

Nearer at home, here in the States we offer
under-sea ceremonies off Florida Keys, or if ou
prefer to marry in the Winter we can arrang: the
ceremony to be On the ski slopes in Vermont.

8th June

0

5


Developing the Topic
Reading 1
Read the articl e Weddings and Honeymoons and answer

the questions.
a Why, according to the article, is it becoming more popular in

d What change is affecting this trade at the moment?
e W hich extras were once free , but are now to be found 00

Britain to get married abroad?
b W hat is the minimum t ime a tou r operator needs to
organ ise a wedding abroad?

the supplements lists?
W hy is Ireland becoming a popul ar destination?

c Which group of people find this type of weddi ng more
attractive?

Weddings and Honeymoons
GETTING married .broa d

75 , she said the concept was particularly suited to couples

was once ron$idered a whim

embarking on a second marriage or those who had been living

strictly for the fabulously

together for many years.

wealthy - or deeply eccentric.

But over the last to years

"They often want to escape everything and everybody and
just celebrate their wedding quietly," said Ms O ' Brien.
The majority of wedding couples prefer to travel just with

it has become a much more
accepted idea. Indeed, it
is now considered trendy.
""-'_--'--' Although the total market

each other, hut an increasing number are inviting a couple of
fri ends or relatives. Carol Stokes, Thomson Holidays' long-haul
marketing manager, said there is also a growing trend towards

remains relati\·c.ly small, at."Counting for perhaps 15,000 of the
dose to 400,000 couples who get married each year, numbers

wedding groups.

arc increasing all the time.

the bride and groom, and on one famous o<;casion last year, we

Cost is one of the main reasons . It is estimated the
averag~ wedding in Britain t.'ost'i between

"It is no longer unusual to have 10 or 15 people accompanying
had a group of 64," she said.

£8,000 and £10,000.

In the past, wedding guests would stay in a separate hotel and

This contrast.. with the f.2,OOO it can cost a couple to have a

return home a week before the newlyweds, but Kuoni's Ms

combin ed wedding ceremony and honeymoon abroad.

O'Bricn said they now often accompanied the couple for the

It is also ea."ier to arrange. While many UK ceremonies are
planned a year or more in advance, weddings abroad can

whole of the trip.
"Trends are definitely changing," she added.

usually be booked a few months ahead. Operators covering

In fact, trends arc changing across the whole of the

certain destinations can handle a reservation just 2 weeks before

honeymoons market . For example, operators wed to offer

the \,,·eddiog day - although it is not recommended .
Colleen O'Brien, weddings coordinator for Kuooi, which
handles about 3,000 weddings a year, said: "There is quite a lot
of administrative work which needs to be done, so the more

time we baye the better.
"Clients should also be aware they will need to have some

flowers, fruit or 'wine free of charge to newlyweds . But now

such extras invariably appear under the heading of '"special
occasions" - next to a list of applicable supplements.
According to Kuoni, the Maldives, Mauritius, St Lucia and

Far East to urs are among the most requested honeymoon
destinations.

involvement with the paperwork, although we try to keep that

Closer to home, short·break specialist Time OfT said Venice,

to a minimwn. However, we do fmd some customers who think
that because they have booked their wedding through a tour

Rome and Paris were continuing to attrac.:t steady business,
while Ireland was becoming popular for its romantic castles and

operator, they will bay€': to do absolutely nothing."

country hou$e hotels with four.poster beds.

She thought getting married abroad was "the perfect idea".
Although Kuoni's wedding client" have ranged in age from 18 to

(from Travel Trade Gazette)

o

Types of Holiday

Reading 2
Read Bells ring and confetti rains f rom Bali to Cyprus and find the follow ing

places:
a The most popular destination in the Indian Ocean.
b A destin ation t hat has recently abolished a residency qualif ication.
c An area that is popul ar due to its cheapness.
d An ideal location for safari honeymoons.
e W here th e brid e and groom must be of the same religion.
W here most weddings take place at a beach resort .
9 W here couples mu st be res ident in the co untry fo r at least seve n days.
h A country w here the Tourist Board has issued a leaflet ex plaining weddin g

procedures.
A location t hat does not have a resi dency qual ification.
Where t he price includes the chapel f ee, photographs, a limo usi ne and

witnesses.

Bells Ring and Confetti Rains from Bali to Cyprus
Peter Lilley looks at both the new and the traditional w edding venues

THE CARRIBEAN
THE CARIBBEAN is still (he most popular region for getting

married abroad, helped considerably by (he relative cheapness of
J:l..maica and ,he Dominictn Republic - the ben-selling
destinations for both Thomson and Cosmos.
The Cayman Islands has made it easier for couples to gcc
married by abolishing itS previous 72-hour residency qualification.
The Department of Tourism has issued a leaflct. Gwing
Married in the Cayman Islands, detailing all the information
required to obtain a marriage liccnce.
Skybus Holidays' Caribbean Dream programme is among
operatOIS featuring St Lucia, where it offers wedding arrangements
from £374 per couple at the Islander, Candyo Inn and Caribees
hotels. Caribtours offers plantation weddings on St Kitts and
Nevis.

Somak Holidays offers wedding packages at a number of beach
hords.

BALI
Anmhcr more problematic place to hold weddings, which was
why Thomson withdrew.
Couples need to be resident in the country for seven working
days and present themselves to officials in Jakarta.
It is also imponant that both the bride and groom should be of
the same ~ligion.

MALAYSIA
Most couples who get married in Malaysia do so in Penang - the
country's first and best-known beach resort.
Popular locations for the ceremony include the Shangri-La Rasa
Sayang with its exquisite gardens.

THE INDIAN OCEAN

THEUS

Mauritius has moved ahead of the Seychelles as the rnO$[ popular
wedding destinuion in the Indian Ocean.

The popular wedding locations of Florida, Hawaii and Las Vegas
have the advantage of having no residency qualification. so couples
can get married 3S soon as their paperwork is in order.
Prices stare at £142 fo r 3 wedding ceremony at the Chapd of
Flowers in Las Vegas which includes the chapel fee, witnesses,
photogr.aphs and limousine service.
In Hawaii. prices start at £589 which includes hi~ of a
limousine and a solo musician or vocalist at the reception.

Ic is now thc bigges-Heller fo r Kuoni, which features eight
propenies including Lc Touessrok, where wedding arrangements
coS( £125 per couple.

KENYA
Gaining in popularity ~ry quickly and an ideal choice for
couples who want a beach/safari combination or a two-ccmre
wedding/honeymoon I1Utchi ng Kenya with the Seychelles or
Mauritius.

(from Trawl Trad~ Gautu)

2 Which destinations would you advise these clients to choose?

a Miss Colley and Mr Browne w ho wou ld like to go on a safari honey moon.
b John and Sarah w ho have onl y f our days f or t he trip.
e Petra and Peter w ho would like to go to Asia and stay at th e seaside.
d Charles and Diana w ho wou ld like t o get married on a pl antation.
e Antonella and Francesco w ho would like a rece ption w it h live mu sic.

7


Vocabulary 2

Listening 2

Compound nouns

Vince nzo is a t ravel consultant in a busy travel agency in
Palermo, the regional cap ital of Sicily. He is talkin g to CQIr

Look again at Bells Ring and Confetti Rains.

Butler, the new Ventures Manager of Exotic Destinations,
about w here Sicilians go on holiday.

How many compound nouns can you find containing the

word wedding? For example: wedding arrangements.
2 Use the nouns in the box to form compound nouns
meaning:

Listen and decide if these statements are true or false.

a The most popular holiday destinat ion is the USA. T

licence

serv ice

e Th e Far East is popular because you can have the

Complete Colin Butler's fax to the Managing Director of
Exotic Destinations.

Listen and complete the chart.
Types and length of

Places most

holiday

li kely to go

·
·

3

•

·
·

•

• honeymoons

Fax

044

171354 8979

From

Colin Burltr

Fax

00 39 92 374 857

No. of pages including this one: 1

•

Dear Maria,
I have had several meetings with travel agents throughout Italy.
The meetings in Rome and Palermo were particularly useful.

·
•

·

·
·
• Mad rid

4

Maria Rodriguts
Exotic D~(inarions

Rc

• Seychelles

•

To

• USA

•
2

F

Writing 2

many Romans take today.

·
·

D

TDF=

agency. She is talkin g t o Colin Butler, the new Ventures
Manager of Exotic Destinations, about the types of holiday

·

=

su~ and

t he sea as well as touring the area.
T
Mexico has become popular in the last three years.

resort

Giovanna is a travel consultant in a large Roman travel

Time of year

=
=
=

TD F=

limousine
marriage

Listening 1

o

F

T0 F
destin ations than the Maldives or China.
d Sicilian holidaymakers only want to sit on the beach all d':'J

c document permitting someo ne to marry
d a chauffeur-driven car
fee

0
0

b 60 per cent of Sicilians holid ay in Europe.
T
F
c Thailand an d Singapore are more popu lar honeymoon

a tou rist destination at t he seasid e
b the price charged for a religious ceremony

beach
chapel

o

·
• Australia

·

Italians' holiday preferences

1 Holiday periods
According to the travel agent in Rome, Italians tend to take
breaks in August with shorter breaks at (b)
and

(a) _ __

Icl'_~~_

2 Destinations
, (e)
• South
Both consultants believed that (d)
America and the Far East were popular destinations. Their comme~~
suppon the figures we have from the tourist board and our previoos
research on the popularity of particular destinations both for the
general holiday trade and the honeymoon trade. though in Sicily it is
felt that (f)
is the most exotic destination.

3 Cultural! short break holidays
These tend to be taken at (9) _ _ _ _ when Italians visit {h)~~~
cities such as (i)
• (j)
, and {k),_ _ __

4 Types of holiday
Apparently, Romans still require mainly (1) _ _ _ _ while the Sicia- £
are now demanding (m)' _ _ __
5 Popularity of the Orient
This is growing in popularity as tounsts can combine a (n) _ _ __
with a (0)' _ _ __
I trust that this will be helpful. 1'/1 submit a flill repon on my return ne)7
week.
Regards


•
A Career
in Tourism
Revision
Language Focus

o

Simple/continuous verb forms
1 Peter is being interviewed on the radio about his career.
Listen and fill in the gaps.
Interviewer:

Peter (a) .. ............ .......... in various sectors
of the trade now for many years. As I
understand it. Peter, you (b) . .
.. in
Bahrain, Kuwait and other countries in the
M iddle East and now you (e)
.. in
England?

Peter:

Yes, thaI's ri ght.

Interviewer:

Can you tell us how it all started?

Peter:

Er ... w hen I (d) .............. school I joined the
army and got my first posting to Bahrain.

Interviewer:

So how was that connected with tourism?

Peter:

W hile I (e) ............... in Bahrain I was asked
to set up a youth television service. So I left

the army an d continued to live in the Middle
East. I (ft ............. on very well in the media
business but (g) ............. to take up a post
at the Hilton Hote l in Ku wait .

Interviewer:

So you had t wo changes of career. W hy
move again?

Peter:

Well, it was something I (h)

Interviewer:

...... to do.

Peter.

The job at Wobu rn was demanding but very
enjoyable.

Interviewer:

But you've moved again?

Peter.

Yes. I couldn't resist the challenge to have a

say in the future needs of a heritage site
such as Hadrian's Wal l. At present I
(j)
...... to persuade government to
understand the need for the conservation
of our culture, but at the same time to all ow
for maximum visitor satisfaction.

2 Tick "/ the corred boxes.
a The interviewer says "Peter has been working in various
sectors" .
Does this mean:
Peter worked in all the sectors at the same time?
2 Peter worked and is still worki ng in the tourism
industry?
3 Peter no longer works in touri sm?

D
D

b The interviewer says "you have worked in Bahrain ".
Does this mean:
1 Peter no longer wo rks in Bahrain?
2 Peter still wo rk s in Bahrain?
3 Peter is about to return to Bahrain?

D
D
D

D

But then you returned to England and

Woburn. Why was that?
Peter:

I felt that the time was ripe to return home.
There (i) .
.... a time when you feel a
little homesick.

Interviewer:

So w hat did you do at Wob urn?

9


Writing 1
1$1

Look at the pictures and the notes and use them to help
you complete the dialogue. The first one has been done for
you.

1 Area Sales Manager

2 office junior

4 home after 3 years

3 one year later. to ur guide

5
7

I"IANAG:£R
NEWTOWN BRANCH 0
GLOBALTRAV£LAG:ENCX

o

6

3~S
10

I,

17 Is

Interviewer:
Paula:

(I)

Paula:

Paula:

Interviewer:

Paula:
Interviewer:

And w hat did you do after that?
(3) . •..•

What then?
(4)

Back to the travel hade business?
~ .. . .. .... ... . ....

- .... ....... ................. ...... ... .............. .

And w hen did you

move

here, to Funtours?

(6) .

And w hat does yo ur job in vo lve?

Paula:

Interviewer:

;

I understand th at yo u' ve had a varied career. How did yo u start?

Interviewer:

Interviewer:

.,

'f 13

I am the Ar'ea Sa les Managu for Funtour5 Ltd. a firm of travel agents.

(2) .•.

Interviewer:
Paula:

I:.
13

W hat do you do?

Interviewer:
Paula:

11

Thank you, Pau la. I've enjoyed talking to you.

e

A Career in Tourism

Speechwork
Word stress
2 Complete the sentences below to make a rule for each set

Look at the words in the box and mark the stress on each

of words .

one. For example:

•••

a For w ords endi ng w ith the suffix tion the stress is on the

.. .. ..... ........ from the end.

prediction

b For words ending w ith the suffix al the stress is on the
prediction

accommodation

organisation

compensation

operation

vocation

ambition

graduation

................. .. ... from the end.
c For words ending w ith the suffix ity or ty the stress is on the
............ .. . ....... from the end .

3
conservation satisfaction

qualification

Read this conversation between Alain legrand, the General
Manager of the Paradise Hotel, and Silvia Fonteyn, an

applicant for the post 01 Front-ai-House Manager.
managerial

political

international

additional

interpersonal

vocational

reality

priority

university

personality

novelty

sOciety

o

Mark the stress in the italicised words.
Silvia:

organisation that was conce rned with the
conservation of our national heritage before
returning to university to gain a qualification in
travel and tourism.

Listen to the tape and check. Practise saying the words .

Writing 2
A letter of application

Yes. After graduation I took a year out and went
backpacking in t he Himalayas. I then joined an

o

Alain:

So you gained additional qualifications?

Silvia:

Mm, yes, that's right. You see it had always been
my ambition to work in the t ourism sector.

listen to the tape and check your pronunciation.

In the letter below there are some grammatical errors on
some lines.

Underline the incorred word or words. Then write the correct

word(s) in the box on the right-hand side of the page.
Dear Sir.
a)

I am writing for applying for the post of junior sales manager at

b)

Gobi Desert Tours Inc. which I see advertised in thi s week's Travel Weekly.

c)

As you are seeing from my resume I have recently obtained a diploma in

d) '

rourism management from the Tourism Institute in Madrid after

e)

I had been completing a three-year course there.

f)

Since I am always wanting to work in the States in the travel business

g)

seclor but was not wishing to commence work until I was fully proficieIH

h)

in English I spend the last six months studying in London.

i)

During thi s time I be fortunate enough to find a part-time job in a local

j)

travel agency which is specialising in travel to the States and where I was able

k)

to develop my interpersonal sk ills.

1)

I attracted to your vacancy as I believe that I can offer the drh-e and

m)

commitment necessary to persuading middle-aged holidaymakers to trek

n)

across the Gobi desert.

0)

I enclose my resume and look forward to hear from you.

II


Developing the Topic

Reading

Listening 1
Ju stine and Kitty both work at the Excelsior Hotel. They are

o

talking to a group of tourism students about their careers.
Listen and complete the grid.

TRAIN ING

KITIY

JUSTINE

·

none

•
PART-TIME
WORK

wh ile at

......... .........

• waitress

w hile at school

•

•
• confe rence
organiser

and complete the gaps.

On a Tour of Duty
By the 2 1st century. accordi ng to an English Tourist Board
prediction, tourism wi ll be the largest (a) ................ in the \vorld. It
i~ already one of Britain's largest industries, employing 1.5 million
people in trilvel, heritage and leisure .
Although (b) .............. in travel and tourism may appear to be
full of glamour and one long holiday, the reality is that mey are
hard (c) .................. involving long hours and considerable stress
with little pay. Nor is (d) .................... security regarded as a high
priority, because moving from company to (e) ..... ..
or from one sector of the industry to another is seen as a perfectly
acceptable (0 .................. strategy.

•
FULL-TIME
WORK

~ 1 Read th is extract from an article about careers in tourism

·

·
•

·
• conference sales

This immensely complex and interdependent indu stry consists
of the core of (g) .......................... (who design, organise and
market holidays). the (hi ...................... (who sell them to the
public), the main serv ice and product suppli ers (transport.
accommodation and entertainment) and a myriad of speciali st
organisations which support them.

manager

Writing 3
Read this summary of Kitty's work experience. Then write a
similar summary for Justine.

When Kitty left schoo l s he went to college where she
followed a three-year hotel ma nagement training
programme. While at college she had several
part~time

jOb5 incl uding working in a re5ta urant as a

wa itress and in hotel reception. Her first fu ll-time j ob
was as a restaurant manager in a sma ll hotel.

All who work in the industry have a passion for travel, a ~n se of

adventure. a liking fo r novelty, combined with a positi ve attitude to
challenge.
Prospective (i) ....
.. ...... need what are known in the trade as
good interpersonal skill s and a gregarious outlook: they need to be
people who like people. A wi llingness to move around, to accept
~) ............. ....... as they arise, is an ao;set which often means that
family ties mu st come a definite seco nd. The apparent
compensation is the possibility of creating an intemational famil y
of friends and business (k) ...... ....
all over the world who
share similar interests and enthusiasms.
(from ThtGuardian


d

2 'On a Tour of Duty' Part 2. Read these further edracts from the same
article and put them into the correct order. The first one has been done for

a

b

Her advice to other heritage industry
aspirants is to contact English
Heritage 's
human
resource
department and to remember that

detenn,i nalian was the vital ingredient
for a career like hers. "Keep knocking
on doors. keep re_ading and learning
as much as pos!'.ible,'· she says.
0

Let's look at Andy Allen, Nat ional

Sales Manager for Jet Set Tours, who
staned his career in 1978 as an office
junior wi th Thomas Cook. After six
months, he joined the air fare unit
then moved to a small, family travel
firm, where he had the chance to learn
all the bas ics and to try his hand at
everything. His first management
post was at a branch of a travel agent
chain from where. after a series of
placements. he moved to Pickford 's
Travel. There he spent ele ven happy
years, be.com ing retail sales manager
and then nat ional sa les manager.
When Pickford 's amalgamated with
Hogg Robinson in 1993, he decided
to ful fil an early ambiti on and went
backpacking around the world for
e ight months returning to Britain to
join Jet Set Tours.
[I]

c
There are also ope.nings for malure
e.ntranrs
and graduates
f rom other
.
••
<
1spec ialitie s - such as h·Istory
angllages and business studies _ h'
are
d
WO
. pre~are
to rake additional
qllahficatlOns and have the ·oh .
of.
. nelson
. expcnencc and personality. For
m~talJce, couriers or resort reps and
TUldes are ~ften mature adults with
SkIlls, consideroble traveI
eanguage
. .
xpenen.ce and speciali.st knowledge
of subj ects .such as t-me art
archaeology, history and architecture'
Staff in the hentage
·
sector .

concernCd with the conservation and
d eve lopmenr f h·
. SHes
.
. .
0
Istonc
and
bUl~dlOgS, are also adults with a wide
vanety of backgrounds and kj· 11
A hhou h
S
s.
.
g there are openj ngs for
schOO.1 le;Jvers a nd for adults with job
expen e~ce, most senior jobs are fiUcd
b~. quahficd experts in archaeology,
hlst.Ory, museum studies, fin e an and
busme~s studies.

His career pattern is a common one in
whkh a suitable aspiran t can start as
a counter derk or trainee and still find
that the sky, literally, is the limi t. It is
widely
felt
th at
academic
qualifications are often less important

than people ski ll s, common sense and
a positive att itude for new entrants.
Although computer li teracy, a good
knowledge of geography and foreign
languages are ex tremely useful, as
are bas ic research skills. As a
consequence when employees want
to rise through the structure. they
to
acquire
additional
need
qua li fications. A growing number
therefore acqu ire their academi c
qualifications late in their careers.

0

e

o

Cleus Everard, the newly appointed
Director of Stonehenge, is an
example of the late entrant. She
joined the anny on leaving school and
soon found herself in Oman on <.\
posting as a schools liaison officer, an
experience which. g~ne~atcd an
Omani government mVltaUOn to ~t

up a youth television news service
after she left the army. Further
successes in TV and the media in ~he
Middle East led to a semor
management post at the H yatt
Regency Hotel in Dubai, one of the
world's great luxury hotel s. She
eventually returned to Britain to be
appointed director of Longleat, a
job she enjoyed imm~nsel Y. But
the advertised appomtment at
Stonehenge wa.'> irresistible.

0

Vocabulary
3 Answer these questions:
a W hat was Andy Allen's fi rst job?

b W hen do man y tourism staff acqu ire acade mic
qualifications?
c • For w hich jobs a re o ld er people often preferred?
d In whi ch fi eld would yo u be unable to rise to a senior post if
you were not hig hly q ualified?

e What, according to Cleus Evera rd , do you need to succeed
in the he ritage sector?

Find the words in 'A Tour of Duty' Part 2 wh ich describe
the positions or jobs of the people mentioned.

For example:
Andy Allen, National Safes Manager for Jet Set Tours
2 Th ere are many ways of talkin g generally about jobs.

For example:
I am writin g to apply fo r the position of Senior Area
Marketi ng Manager.
Find the words that are missing from these sente nces in

4 list Andy Allen's employment record in reverse
chronological order. You wil l not be able to g ive a ll the
dates.

'A Tour of Duty' Part 2:

a Cleus had a .............................. as a schools liaison officer
in Oman.
b Andy became retai l sales manager after a seri es of
c His first management ...
. .... ..... was in a
travel age nt's .
d Cleus enjoyed her ........................... ... ........ . at Lon gleat
enormo usly.
e Andy began his .......... .... ...... ..

as an office junior.

Cleus saw t he ...................... ...... ...... advertised .

I

,~

!

13


•
Trends
in Tourism
Revision
Language Focus

Writing 1

The past simple/the present perfect simple

Describe how holidays have changed.

Complete this text using the correct forms of the verbs

in brackets.

uring the 19605 in Britain some resorts (a) ............. (lose)

D

their way and the will to develop. Some, like Brighton and

Bournemouth, Ibl .... ......... ". . (change) direction and

(el .............. (go) for conference business and English language

students. Th ousands of small hotels and boarding houses
(d) ................ (become) retirement homes.
However, although at that time the boom in cheap holidays at
Mediterranean resorts (e) ................. (threaten) the futu re of British
seaside resorts, sin ce then they (f) ................... (adapt) to the new
demands for shorter holida ys and for off-peak holidays. Brighton

(g) ..................

(invest) in a marina, a conference ce ntre, and a

number of new hotels.
The history of mode rn mass tourism (hi .
relatively slowly in the 1960s but (i)

(begin)

..... Iaccelerate) w ith the

advent of the wide-bodied jets in 1970, and the substantial growth
only (j) ., .................. (halt) in 1973 with major recession. Until then the
market Ik) .. " .. " .. " .... " (develop) in a fairly unsophisticated way and
was highly seasonal. Then (I)

.......... (come) a second setback in

1981, but tourism (mi ................. (remain) remarkably resilient and
expansion (n) " .. "",,. !follow) the pause. It (a)

...... (be) in the
early 19805 that new markets and new segments emerged, when
seasona lity (p) ... "",,. Ibe) first challenged, and quality and value for
money (q) .. "." .. " ... "."" .. Ibe) increasingly demanded.

Change wi ll accel erate, marketers will need to id entify
change, producers and developers will need to respond to it. But
standard s (r) . ................ (improve). competition (s) '" ...... (intensify)
and the expectations of the traveller are much higher.

2


e Trends in Tourism
Speechwork

Vocabulary 1

Past verb forms with ed
How are the past tenses in the box pronounced?
Write them in the correct columns.

described

developed
accelerated
increased

intensified

invo lved

rushed

sorted

staggered

gained

deserted
hoped
invested
shocked
w idened

holiday maker

tripper

migrant

nomad

passenger

globetrotter

itinerant

hiker

commuter

Match the people in the box to these sentences:
a I trave l daily on this route to work.

b I trave l f rom place to place look ing for grass for my cattle.
e I travel to a nearby attraction for a short period, usually a day,
for pleasure.

It!
developed

Idl
described

IIdl
deserted

d I travel widely around the world but not necessarily for
pleasure, sometimes for my work .

e I am travelling in t his vehicle but I am not driving it.
I travel by walking across country. It is not my norm al means
of transport and I usually do it for pleasure.

9 I travel from place to place because I do not have a
permanent home.

o

h r am travelling for my vacation.

listen to the tape to check.

I am travelling because I wish to make another cou ntry my
home.

2 What are the past simple forms of these verbs?
a improve, start, change, move, remain
b look, help, establish, flourish, play
c stay, stir, watch, charge. thrive

2 Are the people in exercise 1 always tourists, never tourists
or sometimes tourists?
Complete this Venn diagram.

d record, affect, walk, persuade, co llect

e jump, top, travel, stop, work

Practise saying them.

Which is the odd one out in each of the sets?

o

Sometimes
Always

Never

listen to th e tape to check.

commuter

15


Writing 2
~

Use these notes to write a short Dar.u!:raoh.

--

antis Boa rd of Tourism

..
others on coast & some towns '
1st tour. office est. 1885 Liml>urg
N6T not.st. till 1968
.
HQ in Lei"s c;;henaam
staff = 100 ... 50 in 16 off. abroad

-

role = prom

ote & ~arket into and dom . tourism. give info -+ consumer
,-~

-'

Developing the Topic
o
..,

Listening
listen to Igor Menzel, the manager of Praha Tours in Prague, talking about the recent
development of tourism in the Czech Republic. Take notes under these headings:

The situation before 1989 fo r outbound tourists:
• how Czechs obtained a visa:
......................... ........ ....... , _ .... -... . ............. ............ ......
... •. ..... . .••. ... ....••.•.... .•..... •.. ......... . . .... .... .......... ....... ..
.. ........ .
•.... • .................••...... . . ................. ....

....

....... ......... ... . ....•..... .... .. . . . . .... . •..•........•. ••.....

• the percentage who travelled abroad: ........ .... ..... ... .... . ..
• the number of agencies: .. ............. ..................... ... ...... ..

• how Czechs travelled: ........... .. .. ...... ... .. ... .. ... .. ... ....... .

What happened immediately after the Velvet

Revolution o f 1989:

.. ... ............... .......... ... .. .. ... .. .............. .. ...... .... .. .

Developments since 1989:
• number of agencies at the moment: ............ ...... .. ...... ..
• the most popul ar way to travel: ..... ........ ....... ... ............ .

The d evelopments in the Czech Republic for
Inbound tourists:
• why tourists want to come to Prague:
...... ............. . . ........... ........ .. .......................... ..
.. ....... . ... .. . . .... ... ... ... . ...•.. ... ... ... .. .. ..... .. ....... ... •.....
.. ............ ..
... .. . .. .... . •... . .... .. •..• •.....•... •. .. ..... .•........

• the problem in the beginning:
..... ..... .. ....... .. . ..... .. .. . . .. .. ....... .. •. .••.. ... . •......
....... ......... ....................... ... ........ . .. ... ................. .....
.. .................. . ... .. ..... ...........
.............. .... ......... ....... ..
• how this was dealt with:
....... .. ............... ........ ...... .. ... ..

........................ .... ............. ... ...... .............
. .......• ........ . .. .•.. ....
.. ............ ......... ..
• the presene situation :
................. . ... .. ' " .......... ..
. ......•....•.... . •...

.... ..................... .......... ..................
.........
...... .. ...... ........ .. ..... .... ......... ................ .
" ~ ''''''' '' '

• why it is popular: ...... .. ...... ...... .. ................. ..... .. .

• reductions at hotels: .. .. ..... ........ ................ ...... ... ......... ..

Writing 3
...,

You w ork for Travel Unlimited, a tour ope rator w hich is interested in developing tours
to Prague from Italy and tours to Italy from Prague.

Use your notes from the Listening to write a report for your marketing team.


e

Trends in Tourism

Reading
This article describes recent trends in t ourism .
Read the article and answer the questions.

a How does the article imply that early tourists behaved?
b In which part of the world does th e writer believe that there will be the greatest
Increase in tourism?

c Why did the tourists of t he 19505 need reassurance?
d How are the Pacific Rim tourists bein g helped and reassured?
e What changes are being made by Briti sh touri sm providers?

They Came, They Saw, They Ate Pizza
The colonis ts are being colonised. DC}'3n
$udjic on how Europe is being furned into
one big theme park

TOURISM USED to be something that wellheeled norchern Europeans and Nanh
Americans did (0 ocher people. They put on
brighdy coloured clothes and wandered
around the world as if it were a zoo,
charrering away in fronc of the natives and
scartering the local currency thar they did not
need to bother to understand because they
could buy so much with their dollars and
pounds, confident that they were watching a
spectacle mounted enti rely for their benefic.
Then t hei r less affiuent compatriots
joined in, turning much of the coastline of
Spain, Greece and Turkey into a convincing
replica of the high-rise estates they had left
behind.
Tourism is still regarded as a uniquely
\Vestern form of cultural imperialism, and
therefore to be discouraged. However its
next culeuml clash isn 't goi ng to be on the
beaches of Asia or the Costas, it's going to be
back in northern Europe, where it all sprang

from in the first place.
Last year Britain had 2 1 million
overseas visitors , up from 16 million JUSt
five years ago. The Government's latest
figures on tourism, released th is week,
predict another rise of 10 prr cent. The
numbers of visieors are not going to scop
growing.

Jt used to be America that provided
Britain with irs largest contingent of freespending overseas visi eocs. But the biggesr
jump in high-spending new visitors is fro m
Taiwan) Malaysia, Korea and Japan. With
Heathrow full of jumbos (rom Korea, and
even the mOSt out-of-the-wa)' COUntry tea
room eager to accept Japanese cred it cards,
Bricain is having to get used [0 looking at
mass tOurism from rhe other end of the
telescope.
1£'5 a deve lopment thar wi ll have farreach ing conseque nces for the whole of
Europe. Seen from the omside, parcicularly
from the now dominant economies of the
Pacific Rim, Europe is a puzzling place, full
of incomprehensible little countries, each
with rheir own language. Irs industries,
fcom shi pbuilding to computers arc dying,
one by ooe.
Europe's fmute role is as a cherne park
the size of an enti re cominent, attraCting
millions of newly affiuem "isitors from the

rest of the world to Stare at the ancient
remains of irs city cent res from Paris and
London to Copenhagen and Amstetdam.
Even before the arrival of the massmarker Asian tourist, the impact of tourism
on Bricain has already been dramatic. Look
at Windsor, where what was once a thriving
COUntry town has seen every shop on its high
street turn into a fase-food outiCt catering for
the castle visirors.
The transformation of Britain by
tourism is still only JUSt beginning. Juse as

the first British holidaymakers who
vemuted ro Spain in rhe 1950s needed
conStant reassurance to persuade t hem rhat
abroad was n't absolutely terrifying, with
supplies of tea bags, beer and chips , so Asian
visicors to Britain st ill COme in tightly
organised rout groups, rushing around in
packs, following a guide from one familiar
landmark to anothe r. The best of!,'3nised are
the Japanese, who publish handy guides to
reassure t hei r citizens that British taxi
drivers will nor be offended by a tip. The
Japanesc have even establi shed a paral lel
universe in London, clustered around Regem
Strcet, where you wiil find not JUSt the offices
of Japanese airlines, but also br-anchcs of
Tokyo department Stores set up especially to
cater for the overseas J apanese markct.

Delivered by bus , the J apanese can pay in
yen, and have no need to attempt to speak a
word of Engl.ish or to worry abom making
fools of themselves in front of (oreigners.
(Adapted from ThtGuardian)

Vocabulary 2
List the words and expressions from the a rticle that can be gro uped around the
words Money a nd Wealth.

17


•

Where
People Go
Revision
Listening 1
Which of these nationalities do you think spends most
w hen visiting the UK?

o

the Japanese

the Italians

the Americans
the A ustralians

the Germans
the Spanish

th e French
the Irish

2 Read t his radi o commercial for holidays and mark ail 1M
schwa sounds. Practise saying it, then listen to the tape
check.
Did you know that in Daytona Beach, in Florida, USA, a fe--:ea
court has ruled that tourists may no longer take their cars 0 the beach during the turtles' breeding season? Or that yo:;

O n t he tape you can hear a tou rist board official giving a
research studen t some information on t he top ten foreign

Scottish High lands? Or you might prefer a romantic break ':: ::-e

spenders in the UK.
Listen and fi ll in the missing in formation on the chart:

Bristol Hotel, where the candle-lit dinner includes oyst€f5 z-=
caviar followed by salmon with pink champagne! Whatever )"O!..""
tastes, ring Creative Holidays on 0171 384 8394.

Top Ten IIlghcst Spending Visitors 10 t.he UK
£'1 ,486 million

I.
Germans

2.

Vocabulary
How much do you remember?
In the following sentences, find the American word or

3.
4.

5.
6.

£429 milli on

expression and give the British equivalent.

£393 million

For exampl e:
Th ere was a long line of people waiti ng at check-in.

Auslrali ans

7.

US: line

UK: queue

B.

9.

Canadi ans

10.

Dutch

£252 milli on
£239 million

a He took a one-way ticket from Paris to Madrid .
b It's usually cheaper to travel in the fall rather than the
summer.
c Take th e elevator to the roof-t op restaurant.

Speechwork

d The faucet in my bathroom leaks.
e The guest as ked fo r his check.

The schwa Look at this passage and mark the schwa sounds.

Italy has opened the doors of its senate building to visirors,
offering guided {Ours of the sixteenth-cenrury palace on the
first Saturday of each month. The tour takes in (he library
and (he elegant drawing room.

(from TA.Guardian)

o

::a-

get a discount in the bars and res taurants in Atlantic City if • .:lhave a specia l visitors' card? And that those of you who er :bird-watching could take part in an eighteen -day trip through :.-.:-

2 Practise sayi ng it, then li sten to the tape to check .

The price of a round trip is $395, sir.
9 There was o nl y one closet in the roo m .
h Ex cuse me, could yo u please tell me th e way to th e
restroom?


o
Speaking

Language Focus

Look at the following sets of information.

The definite article

Practise saying the times, figures and calculations aloud.

This text has no defi nit e articles (the).
Put them in w here they are needed.

For example:

a

Where People Go

HOSTED VILLA HOTELS
Today's business people travel extensively as part of their job
and stay in expensive hotels. W hen they go away they want
same comfort as they are used to at home such as en~su i te
bathrooms. but in a more simple. informal setting. Sea Club
Hotel at Cala Ratjada in Majorca is a hotel that caters (or this

Box office
open daily Mon-Sat from 10 to 10
Tel: 0171 304 4000

type of client.

It is registered with Tourist Board as a one-star hotel - that is
equivalent to a youth hostel. Its low rating is because there are
no TVs or telephones in rooms, but this is probably most

The box office is open daily from Monday t o Saturday
from 10 a.m. to 10 p.m. The telephone number is
0171 304 4000.

expensive one-star hotel in Spain! All rooms have en-suite
bathrooms and are built around a luxury swimming pool.
Guests can laze around all day, or take a car to explore island.

Then in evening Sea Club comes into its own, with dinner
served at one long table - so everyone mixes and gets to
know each other. This is what makes Sea Club so unique;
business people spend t heir lives travelling but don't get to
meet locals, yet at Sea Club there are always local people who
come in to dine and meet guests.

b

Hampton Court

(extn.ct from Leisure and Tourism byVerite Baker.
published by Addison Wf!sJey Longman)

Are there any places where the definite article is optional?
Where are they?

Writing 1

c
Tourist Exchange Rates
£ Sterling
Italy L
2.395
France FFr
7.96

••
•

Germany DM
Switzerland SFr
Belgium 8Fr
Netherlands G

2 335
1.97
46.00

2.63
Spain Pta
194.00
There is a 2 % commission charge on aU transactions.

••

Use these notes to write a short article about how the
currency situation in 1995 affected where British
holidaymakers went. The original article was published on
June 1 1995. Write it as if today was June 1 1995.
Currency fluctuations = many GB holiclaymakers -+

USA. Turkey, Italy

r ;;tra:=C::ti::..ve:..-___.

_S~n F::Gre~ L~W.55
L. .t yr.: 8.2FF_
~_£_1_ __
Now:

----------

7.8FF= £1

GB trav. lose £30 /every £500 tra~saction_ _. _ _ __

d

... holiday bookings

-

fZ5 X DM2 .335 => DM5 t.375 - ,2% COhUt1;ssio7'l

.2% x5f.375 = !>II 1. 167
5~. 375 - 1.167 ~ PM 57.

o

COU ~uy$_m_o:...r_e_--I

.zoS'

7'. on 1994

--t=-- ' - - - - - - - -

Spain
Bookings

business too
- t-;d

April show 5~e UK mkt.

t 27~ from 44 -+ 427,:....._ _ _ _-1

£l-;-n U5~; turkey nearly x2 mkt.. sha re: now 71.

listen to the tape and compare.

swit1<3 s favourable currency rates must ~a96t ..::'~ & services

£1 = 60·/.. more Turkish lira

cost meals & 5~rvic~5 x2

----------

---"!~~~~~.......

19


Developing the Topic
Reading
Read the article and comp lete t he gaps.
a The number of visitors to Britain last year ....................... .

b The proportion of repeat visitors: ...................... .............. ...
c The number of Japanese v isitors:
.......................... .
d Last year's percentage increase in th e number of North American visitors:
e The percentage growt h in visitors from the Far East:
The number of North American visi tors: ..................................... .

When the Heat is On
It's the sea·sou. of heat a nd du.st, w hell the
British are at the seaside or abroad, leaving
their cultlll'tli het"itage to tourists. The a'lcient
1J1onlt1Jl.ellls, pt:tlaces, and historic streets
resemble a new Babylon, ,-inging U'itb
Ell1'opean, Asia,ll and America1/. dialects.
Last yea r, Britain attracted nearly 21 million
vis itors. The tre nd is steadily upwa rd , but the picture
is nOt unequivocally good. Tourism is the world 's
biggest growth industry, and Britain is facing ever
fiercer competi tion for tourists' spe nding money.
"We have been a pop ular place to come to for many
years; ' said Isobel Coy, ohhe British Tourist Authority.
"Now practically every counery in rhe world is after the
tourist doll ar, whether it has a small coral reef or
Florence. There is serious competition out there.
"Britain has CO co ncentrate on doing well and there
is a lot of room fo r improvement. Two-thirds of our
visitors are repeat visitors, which is good, bur we mUSt
make su re we' re offeri ng people what they wa nt - high
standards, value for money, and a warm welcome so
they continue to come."

They come for different things. The Americans and
Antipodeans* are interested in our common roOtS and
architecture that is centuries older t han theirs. The
Russians apparently like Blackpool, the Durch and
Germans have discovered the beaches of East Anglia.
the Japanese are head ing for Wales, the Scandinavians
for the shops in the North-east, and the Italians [0 the
Scotti sh Highlands.
The North Americans come in great numbers - 3.5
million last year, an increase of 4 per cem on the
previous year. The bigges t increase, of 30 per cent, is in
visitors from Eastern Europe.
Bur the big growth market for tourism, and the
one all the competing resorrs and desti nations are
aiming at, is the Far Eas t, showing a g rowth of 15 per
cent a year. The Japanese have been coming, and
continue to come, to Britai n in considerable numbers599,000 last year - but it is such nationalities as the
Koreans, the Taiwanese, the Malaysians and the Thais
who hold the futu re in thei r wallets.
(from ThtGuardian)
'" Antipodeans '" Australians and New 'Zealanders


o

Where People Go

2 On this map of Great Britain link the nationalities to the tourist spots.

The Scandinavians

The Germans

The Japanese

Th e Dutch

#
BlaCk~::~.

~'
...J,

.r' Wales

Q~

The Russians

Ea;~

Anglia
-

.
'
c~.. Lon~

~o

The Ital ians

3 Answer these questions:
a Why must Britain fight to maintain its tourism growth?
b According to the article, which is its biggest potential growth market?
c W hat needs to be done to persuade more people to visit Britain?

o

Listening 2
Now listen to Signor Pacini of the Sicilian Tourist Board talking about tourism in
Sicily and how the regional government is trying to improve the industry there.
As you listen, take notes under these headings:

Where tourists come from
Why tourists choose Sicily
Current trends and future developments

~

Writing 2
Use your notes from listening 2 to write a report on tourism in Sicily.

21


•

Travel

Agents
Revision
Language Focus
Asking questions and question tags
Rewrite these sentences in the correct order.

a you me is where can tell the station?
b to Florida you do any know are there cheap if flights?

c please this form yo u in fill could?

3 Complete this conversation between a client and a travel

consultant:

C:

I'd like to spend a few days in Rome.

TC:

Can you ... .... .................. w hen ..... ................... ?

C:

Next month, sometime after the 15th.

TC:

Fin e. And cou ld ............................ how long

d ask mind do some you if I you questions?

e a clerk yo u wo uld mind is free until waiting?

.. ?
C:

It depends on the price but preferably for four nights.

TC:

Well, we have some very good offers at the
moment. Will ..

you me the brochures are show w here w inter-sun can?

9 w hen leaves the train next to know would I like.

C:

No, w ith my partner.

TC:

Well , if you take this three-night package to the
Flora Hotel it's on ly £345 per person, for two

h tell me yo u spend to cou ld much how you w ish?

~ 2 Rewrite these to make them more polite:
For examp le:
How old are you? -+ Would you mind telling me your age?

. . alone?

people sharing a double room w ith shower. let
.............. the brochure.

Question tags
4 In this exercise the travel consultant is checking some
information , but she makes a lot of mistakes!

a When do you want to go?

Write the questions she asks. The first has been done for
you as an example.

b How many people are there in the group?

TC:

You r name is Mr

C:

No, it's Mr Huw Brow n.

c How are you paying?

d Repeat thatl

e I mu st check the details.
Spell that for me.

9 Give me a deposit.
h Fill this form in.

G~orge

Brown, isn't it?

TC:

. (English?)

C:

No, I'm Welsh.

TC:

So,

..... ................................ (Welsh passport?)

C:

No. I' ve got a British passport.

TC:

And yo ur add ress .............. ..
(44 Stoney brook Drive , Cardiff?)

C:

No, not exactly. It's 444 Sunny Brook Drive,Cardiff.

TC:

And ................................... (a twin room w ith bath?)

C:

No, we wou ld like a double room w ith a show er.

TC:

............ ............. (for three nights7)

C:

No, we' ll be staying for four nights.


o Travel Agents

o

Speechwork

Writing 1

Intonation in questions

Using the notes be low, write the letter of confirmation to

Say these questions, then compare your intonation with the

Mrs Pinotti.

speakers on the tape.
a Good morning. how can I help you?

b Would yo u like a double room?
c Can you tell me whether you will require full board?

d Do yo u know when you will be able to confirm the flight?
e Can you give me you r w ife's maiden name?

Would yo u mind repeating that?
9 Do you mind if I just check the details?
h May I ask how you will be paying?

o

ArI.ANTI<,: IIOUSE tlAZftW ICI: Ali INU(. HAH\'ARDS HEATH \VHT SlI~HX H HIO IN!'

Mrs Pinoni

48, Canal Street.

Listening 1

Heme Bay

""m

Mrs Pinotti is rin ging a travel agency.

Oate

listen to the conversation and complete the booking form.
Dear Mrs Pinon!

Name of client:

Mrs Pinotti

Hotel:

Dates:
Number of nights:
ISign your name]

Room type:

DDs 0

shower 0

bath 0

Assistant travel consultant

Price per night:

Thank Mrs Pinolli for telephone
enquiry of [date).
2 Say what you have booked.
Begin with "In accordance with
your instructions" .
3 Tell her that she must pay the bill
within 48 hours by credit card to

confirm the booking.
Begin with" payment by credit

card" .
4 Thank her for usin g your fjrm.

5 End the letter.
6 Write the salutation .


Developing the Topic
Listening 2

o

You work for a large trave l agency and are attend ing a training session on se lling techniques.
Listen and f ill in the gaps. (Th e text below is not identical to t he tape.)

The sales conversation is different from an ordinary conversation because it has an (a) ................ w hich is to
(b)
......... the product. There are (c) .
.. stages or elements in a sales conversation , which are:
rapport, questioning, presentation and (d) .......... .
Rapport is the (e)
............. wh ich is built up between the sales assistant and the cl ien t. It needs to be
established before (n ..... ...................... can take place.
We question the client in order to find the type of (9) ............... he or she requ ires. There are (h) ........ .
types of questions w hi ch are (i) ............... and (j) ....... . ........ q uestions . An open question begins w ith a (k)
............. word. W ith t hese kinds of questions you can learn w hat the (I) .. .. .. .. .. ...... .. and (m) .
. ..... needs
of yo ur cli ent are. You will discover the (n) ............ needs by ask ing questions such as "Who will be travelling? ,
When do you wan t to travel? " (0) ............ needs are catered for with (p) .. ......
. questions such as "(q)
... are your interests?"
When you have discovered your cl ient's needs you must then estab li sh his or her (r)
..... ; these fall into
four main bands. The first is (5) .......... and deals with their special (t) ................... , the second is the
(u) ......... ......... or (v) .............. .. ...... ... Thirdly there's the question of (w) .
. .. and fourthly is the
(x) ....... ........ or (y)
..... when they can travel.

Reading 1
'$1

Read another extract from the training session talk and complete the gaps with a suitable
word or words.

Selling Techniques
Before beginning the (a) ... .. ......... stage yo u should always (b) .. ........... the inform ation and (c) ............. . t he facts.
Then present the holiday you w ish to sell. Remember that when presentin g the (d) .......... .... , , the particular holiday, that the client is not buying th e (e) ............... but what it can do for them . For instance, the client who buys a

two-week holiday in a hotel in Ibiza is not buying the hotel bedroom so they can ad mire the wallpaper but
because it is near the beach, it has the So match the cl ient's needs with the holiday on offer, and concen trate on the (g)
...... , the faci lities which the
cl ient requires. You may choose to show the cl ient a hotel which has a whole host of (h) .
.. but do not
draw their attention to all of them. It will only confuse. Instead, concentrate on those that will appeal to the clien t,
those that you know they want or would like. In order to make the product sound attractive and appealing, ideally
suited to their (i) ............... , be selective. If you include Ii) ... ........... information they may feel that t his holiday is
not suitable for them after all. So present the features in the broch ure as benefits. A (k) ............. ... of a hotel is
that it is on ly 200 metres from the beach. Wh ile a (I)
.... to the client is the fact that they can get to the
beach eaSily as it is only 200 metres away. By personalising the product in this way you create a desire in the client
to buy t he product. It is not sufficient ju st to read out the facilities that a cl ient req uires out of th e (m)
However it should be referred to. But do not read it out to the cli ent; rather talk about the benefits to them as yo u
point to photos of th e hotel, the price charts, t he temperature grids. Use it as an aid.
Then once the clien t shows signs of (n) ................ , of desiring to buy, you should stop selling and (0)

the sale. Remember that once the client agrees to the sale they are showing commitment.


o

Trave l Age nts

Reading 2
Every week the Travel Trade Gazette visits several travel age ncies in a particular

town and asks fo r th e same information. It then awards each agency pOints.

look at the request. Answer t hese questions:
a Where do the couple want to go?
b Where don't they want to go?

Top Shop
A cheap, late-summer IwlidayJar a younO couple who have been to Spain for the last four years but now want an
alternative. A destinat.ion with a fair amount 3 Co- op Travelcare, Eastgatc

1 Woodcock Travel, Bridge Street

or intcrc..~ting window d isplays.

too family-orientated. She handed out Freespirit, O lympic Greece
and Olympic Cyprus. Asked about prices, the clerk said these
were clearly shown in the brochures. Resorts? The custom er ''''015
again advised to refer to the brochures. The clerk was obviously
under pressure in a husy agency but the approach was still too
sketchy.

Sited in a depa r tment store, the exterior of this \"'elJ -stocked
agency was limi ted to a small poster and a Sign . A clerk suggested
Gr eece or Turkey. She looked at Cosmos deal s to Corfu. A

September departure to Sidari was too expensi,'c at £427. Pefkos
on Rhodes and Aghios N ikolaos on Crete were also examined. The
clerk tried to contact Sunset but the line was bus)'. She said she
could continue to try during the day and could contact the client
when she had details. Details about accommodation, prices and
availability were printed o ut. The clerk had a stTong knowledge of
operators and used viewdata to good ellcct.

2 Ilkeston Co-op, Bridge Stre~t

4. Thomas Cook, Bridge Street

A well -designed w indow display featured flights, villas and
European holidays. The spacious agency had a very good and easily
accessible bmchure range. A senior clerk said that despite recent
price rises, Turkey was still good value. Opening Freespirit.Turke)',
she indicated the comprehensive resort descriptions and said
Marmaris was a particular favourite. The clerk sa id Kusadasi was
also good value ror money. Her other choice "'a.o; Greece. She
again used a Freesp irit brochure to analyse Sidari, Ipsos and Das.'!ia
on Corru. Tsilivi on Zakynthos, Tingaki on Kos, and Rethymnon
and Hersonissos on Crete were also recommended. Location,
prices and wcather details for each resort were checked thoroughly.
Villmar Holidays was al!)o sugge;;ted for GreeC/;!. A mature and
considered approach, coupled with destination knowl edge and
enthusiasm, resulted in se"eral excellent solutions.

A young clerk checked with a colleague who said that n owhere
would be too o\'errun arter mid -St~ ptcmber. She recommend ed
the Spanish i!)lands but the client re peated that an alternati,'c to

Spain was r equested . Crete and Turkey were suggested . The cl erk
also said Turkey was becom ing popular. Sunworld, Freespirit
Turkey and Thomson Simply Greece Were handed out unopened.
Asked to suggest rCllortll on Crete, she referred the customer to
the brochure. Average priccs?The clerk again adyised the d ient to
read the brochures. A sketchy approach meant that the potential of
well-chosen mater ial was lo ...t .

A spacious corner site wi th a range

A clerk suggested the Spanish islands but the client asked for other
ideas. Southern Greece and Cy prus were thought suitable. The
clerk discounted Malta for its poor beaches amI Portugal as being

a

b

SERVICE (rna,. 45)

39

SHOP APPEARANCE (max. 25)

D

(from Trare! Trade Ga7ctte)

SERVICE (max. 45)

19

25

SH OP APPEARANCE (rna,. 25)

24

USE OF MAT ERIAL (max. 15)

14

USE OF MATERIAL (max. 15)

C USTOMER REACTION (max. IS)

12

CUSTOMER REACTION (max. 15)

13

TOTAL

90

TOTAL

59

SERVICE (max. 45)

24

SERVICE (max. 45)

34

SH OP APPEARANCE (max. 25)

2S

SHOP APPEARANCE (max. 25)

22

D

C

d

USE OF MATERIAL (max. 15)

14

CUSTOMER REACTION (rna.,. 15)

12

CUSTOMER REACTION (rna,. IS)

14

TOTAL

65

TOTAL

82

USE OF MAT ERIAL (max. 15)

4

D

D

25