Pearson Education limited Edinburgh Gate, Harlow, Essex, CM20 2JE, England and AssOCiated Companies throughout the world .

www.Jongman.com

Addison Wesley Longman Limited 1997 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without the prior written permission of the Publishers, except for pages 50-64 of which copies may be made without fee or prior permission provided that these copies are used solely within the institution for which the publication is purchased.

First published by Addison Wesley Longman limited 1997

Sixth impression 2003

Set in Syntax 9.25/12.5pt

Printed in Malaysia, PP

ISBN 0 582 23754 8

Acknowledgements We are indebted to the following for permission to reproduce copyright material:

Going Places Leisure Travel Ltd. for an adapted extract from their 'Policy on Educationals'; Tourism Concern for an adapted extract from their 'Himalayan Tourist Code'

Designed by Amanda Easter

Illustrated by Gary Wing

Cover photo by Andrew Hall

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English for International

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1'1 ....

Longman

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Contents TEACHING NOTES INTRODUCTION 3 Unit 1 Types of Holiday 4 Unit 2 A Career in Tourism 7 Unit 3 Trends in Tourism 10 Unit4 Where People Go 13 Unit 5 Travel Agents 16 Scenario 1 Advising a Client 19 Unit 6 Tour Operators 21 Unit 7 Promoting a Destination 24 Unit 8 Responsible Tourism 26 Unit 9 Transport 29 Unit 10 Customer Relations 32 Scenario 2 Handling a Complaint 34 Unit 11 Hotel Facilities 35 Unit 12 Selecting Locations 38 Unit 13 Things to Do 41 Unit 14 Marketing the Past 43 Unit 15 Business Travel 46 Scenario 3 Organising Excursions 48 PHOTOCOPIABLE RESOURCES 49-M Unit 1: Hidden accommodation Unit 2: The Alternative Tourism Job Agency Unit 3: .Beachcombers 1 and 2 Unit 4: Geography game Unit 5: Trading names and addresses Unit 6: Educationals 1 and 2 Unit 7: The new promotion Unit B: The Himalayan Tourist Code Unit 9: A new transport network Unit 10: The dissatisfied customer Unit11: Hotel grading Unit 12: Comic character theme park Unit 13: What is there to do? Unit 14: Who/What am I? 1 and 2 Unit 15: Conference organiser

Introduction English for International Tourism is a course for working professionals in the tourist industry and for learners preparing for vocational qualifications in tourism at upper-intermediate and advanced levels. It takes a communicative approach to language teaching, and a needs-driven syllabus covers the grammar, functions, business skills and vocabulary learners need for success in professional situations.

The Course Book There are fifteen uni ts and three scenarios in the Course Book. The scenarios come after every five units and provide case study material for revision and informal testing. The units are self-contained. and you can work through them one by one or choose those which focus on your learners' special interests or needs.

Preview Every unit opens with a few questions to start learners thinking about and discussing the theme.

Speaking Realistic and enjoyable situations are used to practise the target language. They include presentations, negotiations, discussions, simulations and role plays.

Make sure that you allow sufficient time to set up the Speaking activities and that the task is absolutely clear to each learner before the activity begins.

Listening The recordings on the cassette include conversations and discussions between experts in the trade, and feature British, American, Australian and many international accents.

Make sure learners know the purpose of the task: what they are listening for. Tell them how many times you are going to play the recording; sometimes once may be enough, particularly if this is the situation they will confront in an examination.

Encourage them to predict the answer before listening

Language Focus These consist of clear explanations of grammar points followed by practice activities. We use an inductive approach.

These sections can stand alone; if you decide to miss a unit out, you can use the l anguage Focus from it to ensure that learne rs sti ll cover the grammar point.

Vocabulary Specialist vocabulary is presented and practised using a variety of techniques, including gap fills, creative writing, and word-bUilding with prefixes and suffixes. Vocabulary which

may need pre-teaching is marked with @ Encourage learners to keep records of the vocabulary they study and to think about different ways of recording it, for example by classifying words in lexical groups or creating mind maps. Suggest that they note collocations, write example sentences, and include synonyms and antonyms.

Speechwork Pronunciation and intonation points are presented and practised in every unit. Just as with any other teaching pOint, learners with different mother tongues have different problems. This section therefore concentrates on problems w hich are common to most learners at this level.

Reading There are many authentic texts both in the Course Book and in the Workbook. Practical exercises focus both on content and vocabulary.

You may sometimes want to set time limits for Readings to encourage learners to focus on a specific task such as undersmnding the gist of the passage or looking for information.

Writing Tasks include writing letters, press releases, brochures and reports.

Try doing writing activities cooperatively in class rather than relegating them to homework.

The Workbook A Workbook and Workbook cassette accompany the course. They provide both revision and extension activities for the areas covered by the Course Book. learners can use the Workbook for se lf-study after class or at home. Alternatively, you may wish to exploit some Qf this material for classroom teaching.

The Teacher's Resource Book The Teacher's Resource Book is divided into two parts:

eThe Teaching Notes follow the same order as the Course Book. They include the answers to the exercises, background information about places, people and professional practices mentioned in the book. Activities which require use of the cassette are indicated with the cassette symbol: 0

.The Photocopiable Resources section contains fifteen activities, one for each unit.

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-o I -o I/) Q.I c.. ~

4

Types of Holiday o

Preview SOME SUGGESTED ANSWERS safari, adventure, jungle, trek, touring, camping, cruise, seaside holiday, visiting friends and relatives (VFR), study, winter sports, cultural, mountaineering, climbing, sports

Vocabulary 1 BACKGROUND ------------~~ A package holiday or package tour is a holiday where any two components are organised by a tour operator or agency and both are paid for in advance., e.g. Ilight and accommodation.

Q) chalet, pagoda, national park, theme park, game park, Ilights, stopover, temple, hospitality, deluxe hotels

e ANSWERS a9 b7 c2 d8 e5 f1 g6 h 4 i 3

Center Parcs are the market

condo. mobile home, ocean liner, caravan park. guest house, expedition, bed and breakfast

e ANSWERS a4 b1 c3 d5 e2 f7 g6

ANSWERS a weekend break/city break. This is also a

package (but not really a tour). b adventure/special interest c leisure break in a holiday camp/holiday

complex, package holiday, stay in a holiday village, leisure break

d cruise e self-catering, caravanning I bed-and-breakfast accommodation,

independent travel g theme park holiday, self-catering

SUGGESTED ANSWERS a cultural, entertaining, romantic b adventurous. exciting c relaxing, for the family, exhausting d relaxing, romantic. once in a lifetime e for the family, relaxing, exhausting I relaxing, for the lamily g lor the family a, band d are unlikely to be suitable for young children and therefore for the family would be incorrect here. For a holiday to be cultural it must include cultural activities (music, theatre and/or dance), as well as visits to historic sites.

Listening BACKGROUND Benidorm is a Spanish tourist

resort. MV Kirov is a Russian cruise ship. The age of the Medici refers to the period from about 1420 to 1494 when the Medici family were at the height of their power in Florence. The Renaissance refers to a period after the Middle Ages when new styles of art and architecture arose.

Q) brochure, optional, full board, catalogue, guided tour, excursion, inclusive of, train connection

oe ANSWERS Conversation 1

Conversation 2 Conversation 3 Conversation 4

Lapland - In search of Santa Claus Weddings in paradise Renaissance Florence Discover Moscow

(There are no conversations to correspond with Casablanca or Vintage Spain .)

Vocabulary 2 Prices

0'1> ANSWERS price words in the advertisements:

affordable prices, give-away prices, unbeatable prices, bargain prices, special rates, discount prices

price words on the tape: relatively cheap, reasonable, special offer, extra nights free, very competitive, economical, inclusive, a bit expensive, value for money

price words on scale: free of charge -+ at rock-bottom prices -+ cheap -+ economical -+ reasonable -+ expensive -+ dear -+ costly -+ a bit pricey -+ exorbitant -+ prohibitive

(Economical/reasonable and dear/costly are pairs which are close in meaning, so individual speakers may position them differently.)

Possible disadvantages of very cheap holidays: operators may have cut corners to save money the hotel may be very far from the resort facilities may be very basic the resort or hotel is unpopular for a number of

reasons

it's a very bad time of year to go to a particular resort

the quality of service may be poor.

Language Focus Q) air traffic control, travel expenditure, holiday premium,

incentive travel (incentive travel refers to holidays that companies give to their employees as a reward for past success or to motivate them for the future) Practice

1 ANSWERS theme park; hotel accommodation; boat trip; incentive travel; guide book; water sports; capital city; health resort

2 SUGGESTED ANSWERS holiday brochure, holiday money, holiday mania, holiday flights, holiday flats, holiday apartments, holiday villas, holiday camps, holiday villages, holiday complex, holiday guides, holiday bookings, holiday dates, holiday clothes, holiday atmosphere, package holiday, city holiday, camping holiday, sailing holiday, painting holiday, activity holiday, touring holiday, summer holiday, winter holiday

OTypes of Holiday

courses, gourmet, freeway, region, expedition 3 ANSWERS

a It's a two-hour drive to the airport. b It's a forty-five -minute journey to the centre

of London. c The excursion includes a three-course meal

at a gourmet restaurant. d You can visit the two-hundred hectare

vineyard. e We stayed in a three-star hotel. f There's a four-lane freeway from Santiago to

San Francisco. g A guide accompanies all five -day tours. h They have produced a twenty-minute film on

the Ammassalik region of East Greenland. Their six-month expedition nearly met with disaster.

Speech work Word stress

00 ANSWERS

Cairo again jungle about Britain enquire forest Japan package Arctic

Speaking

adventure unbeatable safari photographer relaxing prohibitive

4D Group work: interviewing other students. Reading

f) ANSWERS

cancellation expedition

a False. Your name (and position) appear at the end of the letter under your signature.

b False. Mister can only be used with a surname: Mr Strutt, Mr P. Strutt, Mr Peter Strutt. Mr can never be used w ith the first name only.

c True. d True, but is disappearing. e True, but also to some women who prefer not to

be called Miss or Mrs. It is advisable to check how a woman writes her name.

f True. Contractions are used in speech and for very informal letters.

g False. If you know the name of the person you must use it in the opening salutation and then end with Yours sincerely. 5

6

OTypes of Holiday

Q) tuition, handicap, out-ot-season special offers G) ANSWER

To ask for a brochure on golfing holidays, and to receive information on transport, accommodation and out-af-season offers.

ABTA (The Association i Ap'enir

A Career Preview

o SUGGESTED ANSWERS Hotel: manager, reception staff, reservations clerk, chambermaid, housekeeper, personnel officer, concierge, bell boy, cashier, front office manager Catering: waiter, room service waiter, maitre d'h6tel, catering manager, chef, assistant chef, sous chef, busser, station waiter, wine waiter Travel: air hostess, air steward, cabin crew, pilot, purser, captain, ticket collector, ticket derk, check-in clerk, air-traffic controller Others: tour operator, travel agent, tourist information derk, courier, tour representative, tour guide, curator, travel consultant

e SUGGESTED ANSWERS Reservations clerk: taking telephone and mail bookings; writing lelters of confirmation; describing hotel facilities (in different languages); dealing with chance guests; completing booking procedures; informing other departments of bookings Tourist information clerk: giving information and advice to tourists; keeping in touch with local hoteliers, accommodation outlets and leisure venues; reading and understanding almanacs, timetables and directories

Listening 0lJ service providers, participants, performance-related

bonus. commission, corporate clients, personnel, profit margins, travel agency, catering

08 ANSWERS Voice 1: f; Voice 2: c; Voice 3: e; Voice 4: b; Voice 5: d; Voice 6: a (Voice 5 cannot be the trainee hotel manager as hotel staff do not take flight bookings.)

Language Focus Simple/continuous verb forms

ANSWERS 1 a This is a permanent situation.

b This is a temporary situation. 2 a This is a regular event.

b This is a plan.

in Tourism

3 a It is 4 p.m. b It is some time before 4 p.m.

4 a Yes, she does. b No, she doesn't.

5 a Yes. b No.

Practice

1 ANSWERS have had; started; worked; was heading; decided; have been working; spend; negotiate; select; is doing

Speaking 1 Applying for jobs

OGroup work.

Q) chronological order, to customise, prose, qualifications e ANSWERS

The following are appropriate in a British context: a False: A curriculum vitae must be typed. b Possibly: A covering letter is often typed but it

may be hand-written. c Only if asked: A photograph may be requested,

especially for posts where good personal presentation is essential.

d False: A CV should not be more than two pages long. It should be concise, dear and brief, but cover all the salient points.

e False: A CV lists experience in reverse chronological order, starting from the most recent experience.

f True: Foreign qualifications may mean little to a British employer and it is best to give an approximate equivalent or describe them.

g False: Outside activities, hobbies, etc., should be mentioned. They give important information about an applicant's character.

h True: You should stress the points important for a particular post; employers w ish to feel that you want to work for them, not anyone else. True: Note form i~ easier to read.

j True: Sell your assets not your defects. k True: The interview is the time to discuss money.

False: It would not be a good idea to get a job you were not suited for. When an employer 7

Second letter: Use of old-fashioned phrases: esteemed request,

beseech you to acquaint yourself, I beg to remain, etc. Esq. is an old form of Mr and rarely used now.

Tone: very pompous and archaic.

SUGGESTED ANSWER

Dear Mr Mayer,

In reply to the advertisement which appeared in The Travel Gazette of 15 June 199, I would like to apply for the post of Resort Tour Guide.

As you will see from the enclosed CV, although [ am relatively inexperienced I have successfull y completed a course in tour guiding at XYZ school and have often escorted visitors to the school around OUf local area.

In addition, for the lasf three years I have worked as a part-time waitress during the summer months at La BelJa Vista restaurant and therefore feel I can offer Travel Unlimited commitment, enthusiasm and dedication.

I believe I am hard-working and rel iable and would very much like to gain greater work experience.

I look forward to hearing from you in the near future.

Yours sincerely. Mary Roe

.. Writing covering letters.

Vocabulary Word families: remuneration

f) ANSWERS a perks; b tip; c salary; d fee; e wages; f bonus; g overtime; h commission

~ ANSWERS 1 wages; 2 commission; 4 fee; 5 salary; 6 tip;

3 perks; 7 bonus; 8 overtime

Speechwork Word stress

ANSWERS Someone who:

eA Career in Tourism

a is able to use information technology: computer-literate

b thinks of other people's feelings: considerate c is discreet and tactful in delicate situations:

diplomatic d shows a lot of enthusiasm and energy:

dynamic/enthusiastic/energetic e is good with figures: numerate

f can speak fluently: articulate g is precise, pays attention to detail: accurate h feels confident about the future: optimistic

00 ANSWERS For words ending in -ate the stress is placed on the anti -penultimate syllable (third from end). For words ending in -ic the stress is placed on the penultimate syllable (second from end).

00 ANSWERS Someone who: - you can count on: reliable - can start work at once: available - is friendly and likes mixing in society: sociable - corresponds to the job profile: suitable For words ending in -able the stress is placed on the anti-penultimate syllable (third from end) .

Speaking 2 .Group work.

. If possible, arrange the seating so that learners feel that they are taking part in a real interview.

Follow-up Ci) Writing a personal c.v.

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10

Trends in Tourism

Preview o ANSWERS

Types of traveller: 1 hikers; 2 nomads; 3 business travellers; 4 day trippers

e ANSWER A tourist describes someone who has taken a holiday to visit a different place from their home. A traveller travels, usually for a longer period than a tourist, in order to learn more about a different culture. In everyday language the word visitor is not strongly associated with tourism at all.

Listening 1 Definitions of tourism

0)) statistics, to classify, to break down (into categories), reSident, to subdivide

00 ANSWERS Included in tourism statistics

Visitors A Overnight visitors B Same-day visitors

Main purpose of visit 2 Business and professional reasons 3 Visiting friends and relatives 4 Health reasons 5 Pilgrimage

Not included in tourism statistics 2 Border workers 4 Diplomats

a staying; b normal environment; c one: d year; e leisure; f business; g Domestic tourism; h Inbound tourism;

Outbound tourism

Vocabulary Commonly confused words

e ANSWERS a trip; b flight; c crossing; d journey; e voyage; f drive; g tour; h ride

Learners may have problems with trip and iourney. Note that a trip is generally there and back whereas a journey usually takes you only from A to B.

Word families Ask learners to group words either by meaning, collocation or grammar so that the additions to the network are linked in some way.

e SUGGESTED ANSWERS Words that could be added (in addition to those already covered in this unit) include: air, abroad, overseas, fare, by rail , transport, en route, overland, single, sea, trek, passenger, globetrotter, return, car hire, stopover, jet lag, time zone

Listening 2 08 ANSWERS

Verse 1 holiday two holiday you two

00 ANSWERS

Verse 2 brightly blue movies true

Verse 3 holiday wanted to holiday true you

For the complete wording of the song, see the Tapescript on page 116 of the Course Book.

Reading 0)) package holiday, fortnight (Br.Eng), tour operator,

charter flight, return ticket, scheduled airline, to afford, competition, revenue, long-haul destination, mass market, budget-priced, to feature, to welcome, to cruise, ancient buildings

e ANSWER Answers to this question will depend on the experience and age range of your learners, but at the time of writing the travel industry in Western Europe has moved away from the traditional seaside bucket-and-spade holiday and towards themed short breaks, personalised adventure holidays, rural tourism and long-haul travel.

o ANSWERS a The film was about a British pop group

travelling around Europe in a London bus. b About forty guineas. c A considerable amount of money (your life

savings). d They lasted quite a long time (rarely shorter

than two weeks) and involved only short-haul flights.

e The government made tour operators fix charter ticket prices at the same level as fares on scheduled flights. As a result not many people could afford to take package holidays, and to make the expenditure on the travel worthwhile it was best to spend a relatively long time at the holiday destination.

f In addition to Australia, the text mentions Thailand, India, Mexico, East Africa, the United States and the Caribbean.

g The Australian government relaxed the restrictions on charter flights in order to encourage revenue from tourism.

h The Boeing 767 made it possible to travel further at a cheaper price. In two ways. Firstly, politics was instrumental in making fares cheaper. Secondly, the collapse of Eastern European communism, the end of war in the Far East, and the move in China towards a market economy have opened up previously closed destinations.

eTrends in Tourism

Language Focus The past simple and the present perfect simple

1 ANSWERS a True: The three examples of the past simple

refer to 1963, last year, and the time when Mozart was alive.

b False: These time adverbs span both past and present time and. have current relevance, so they should be used with the present perfect.

c False: These time adverbs place the events or states that are described firmly in past time, divorced from the present.

d True: This is the principle of current relevance. e True: For example: When they've built the

new airport .

2 ANSWER

O~

The past simple refers to an event or state that is seen as remote or definite in time.

The present perfect is used to refer to events which are viewed as occurring at an indefinite or unspecified time in the past. The event is perceived as having current relevance and is connected to the moment of speaking.

Practice

ANSWERS took off; coincided; were; began; led; faced; meant; preferred; welcomed; accounted for; made; has restricted; has implemented; has made; have improved

Speechwork Past verb forms with oed

ANSWERS Idl It I ;'dl opened checked created organised developed visited travelled asked lasted stayed jumped continued received delayed

The It 1 sound occurs after unvoiced consonants Uk/, Ipl, If!, etc.); Idl follows voiced consonants UbI, 19 I, lvI , etc.). ;'dl follows the sounds /,1 and Id/.

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12

e Trends in Tourism

Speaking 1 Group work: discussing changes in your local tourist

area.

Writing 1 Taking notes in English

4DandG) The answers to the questions in 12 should cover the points given in 13.

SUGGESTED ANSWER There was a 20 per cent increase in the number of visitors to Hungary last year, making a total number of 41 million, of which approximately 23 million were on holiday. As a result, profits of $440 million were generated, but these were down compared to the $592 million of the previous year. This decrease can be explained by the fact that although the number of tourists increased, they in fact stayed fewer nights than previously.

Listening 3 @trading port, harbour, steamers, benchmark, fair share,

on a worldwide basis, in transit, holidaymakers, to account for

Od!> ANSWERS ORIGINS OF TOURISM IN SINGAPORE: trading port for commerce between east and west

NUMBER OF TOURISTS: increased from 90,000 in 1965 to 6.4 million in 1993

AVERAGE LENGTH OF STAY: 3.8 days

BREAKDOWN OF ARRIVALS: 15% business, 60% holidaymakers Rest: VFR, in transit or for educational purposes

Speaking 2 The information under History gives learners the opportunity to use past simple verb forms; the heading Recent developments should elicit the present perfect. Explanation of notes: (19 = nineteenth century yrs = years govt. = government e.g. = for example & = and

avo = average VFR = Visiting Friends and Relatives N. America = North America

G Group work: mini presentations

Writing 2 CD SUGGESTED ANSWER

Ireland Little is known about tourism in Ireland before the mid-nineteenth century, when the first coach service started taking visitors around the country. At that time visitors were all British, but 1895 saw the first package tour of visitors from America, and in 1920 the first official tourism office opened its doors to the public.

During the second world war many American soldiers were posted to Britain, but they suffered, like the British, from the food shortages in the United Kingdom. As a result many of them visited Ireland in order to eat better. At the end of the war in 1945, the British also took the opportunity to cross the Irish Sea and take advantage of the plentiful food supply in Ireland.

Over the last thirty years Ireland's tourist industry has expanded rapidly, thanks to government intervention, and it has become the third largest export earner, employing 91,000 people. Many different types of vacation have been created, including special interest holidays such as golfing, hiking or fishing, as well as English language holidays.

Ireland has changed its old-fashioned image and it now appeals to the younger generation and independent travellers, while at the same time retaining its nostalgia for the many Irish Americans who come back in search of their roots.

Nowadays, 55 per cent of visitors come from Britain, compared to 28.8 per cent from Europe. Many people stay with friends and relatives, remaining on average for just over ten days.

Where

People Go Preview

BACKGROUND GMT stands for Greenwich Mean Time, the time at the former site of the Royal Observatory at Greenwich in London, which is located on the prime meridian (0 longitude) . The earth's surface is divided into twenty-four time zones, which are plus or minus GMT. For example: New York is GMT minus five hours.

o ANSWERS 1 Paris (France) 2 London (UK) 3 New York (USA) 4 Rio de Janeiro (Brazil) 5 Athens (Greece) 6 Cairo (Egypt) 7 Taj Mahal (India) 8 Ayers Rock (Australia)

Reading Unit 13 of the Course Book has

@ to set out, bound for, to book (into a hotel), to look forward to, ferry, time zone, deposit, brochure, pamphlet. 'Ieaflet, receptionist

ANSWERS a The women had dreamt of seeing the autumnal

scenes around Portsmouth, New Hampshire. (Originally, the "American Dream" meant the hope of making a fortune which sustained poor immigrants to the USA.)

b Because the women confused two cities of the same name. (Also because Charles Dickens wrote a book called A Tale of Two Cities about Paris and London.)

c Because there is only one hour'S time difference between Britain and France.

d The minor inconvenience was the inability of the taxi driver to find such a well-known hotel as the Sheraton. The phrase is used ironically.

e They refers back to cabbies here. f By showing them that New York was not far

from Portsmouth, New Hampshire, on a map of the USA.

g They were probably not in a hurry to talk to anyone at home in France because they felt rather foolish.

e

OEXTENS o N Ask learners if they know of any other towns or cities that share the same name, such as Paris, France and PariS, Texas, USA.

Vocabulary British and American usage

ANSWERS British English American English a fortnight two weeks a bill a check a lift an elevator a single a one-way ticket a toilet a restroom a tap a faucet autumn fall ground floor first floor a return a round trip a cupboard a closet

Listening 1 Americans in Europe

@to whet one's appetite, to pick up some souvenirs, to spend a fortune.

08 ANSWERS PARIS AND FLORENCE: would like to see the Trocadero by night and Michelangelo's David again SWISS CHOCOLATE: Harry thought it was fantastic; he could eat white chocolate for the first time (Galak) without getting an allergy CHEESE: unlike cheese in LA, European cheese is not sprayed with chemicals ICE CUBES: didn't understand why Coca Cola isn't served with ice cubes, especially in summer SHOPPING: bought two outfits in Rome ($600); spent a fortune on souvenirs: crystal, cuckoo clock, leather bags; silver spoons. Good to compare goods in shops with those in USA.

13

I I I I

I ,I

14

.Where People Go

Speechwork 1 The schwa sound

00 ANSWER The schwa 1.1

08 ANSWERS

o ANSWERS (The schwas are underlined.) twenty Pl:( cent fill instance not at all soon.e.r or latgr there and back as soon as possible Her itin~rary was totally unaccep~. I've been giv~n il brochure for Singapore. We went tQ Great Britrun and managed tQ visit London, Oxford, Stratilllil-Qn-AvQn, i!lli! Yorkshire. I'd like tQ look at the fi~s fill South-East Asii!. I want tQ do an anal:.sis Qf all ~ dati! tQ see if we're meeting our targets.

o 0 listen to the tape,

1

Language Focus The definite article

ANSWERS These suggested groupings should enable learners to produce rules for the definite article in exercise 2.

the Louvre the Uffizi the Parthenon

the Alps the Himalayas

the Pacific the f..(I~~it,erranean

the United Kingdom the Czech Republic the USA

Lenin's mausoleum Madame Tussaud's St Basil's Cathedral

Everest Kilimanjaro

the temples of Bangkok the Mayan ruins of Yucatan the beaches of Goa

the Sahara the Gobi Desert

the Seychelles the West Indies

Buenos Aires Saigon Geneva

Lake Ontario Lake Michigan Africa

Asia Italy

Japan Australia

the Yangtze the Thames the Nile

2 ANSWERS

Napoleon Count Dracula

Rule 1: We use the before the names of museums. Rule 2: We use the before rivers and oceans. Rule 3: We use the before island groups. Rule 4: We use the before deserts and mountain

ranges. Rule 5: We use the with kingdoms, states and

repUblics. Rule 6: We do not use the before towns and cities,

countries and continents. Rule 7: We do not use the before the names of

people. Rule 8: We do not use the before lakes and

mountains Rule 9: We often use the when two nouns are

linked by of (unless the first is a proper name, e.g. Lawrence of Arabia).

Rule 10: We do not use the before the names of some tourist attractions.

Practice

ANSWERS Trips to Florida from Britain fell by 20 per cent last summer and nearly half of the people who were polled said they would not go there next year. That is bad news for Disney World in Orlando, the top American attracton for British tourists, and bookings are also down to Disneyland near Paris. The British fear of London is not shared by the nine million foreigners who visited the capital last year - London's attractons, such as the Changing of the Guard being the main reason why Britain was the world's sixth tourist destination. At least 25 per cent of British families are expected to holiday abroad next year, and a record nine million are forecast to book a foreign package holiday.

It looks as if the biggest beneficiary will be the cheapest country, Spain, where bookings are up by 50 per cent - not least because the peseta has fallen faster than the pound .

Speaking 1 e Group and pairwork.

Remind learners that currencies take the definite article (the dollar, the peso, etc.).

G SUGGESTED ANSWERS Nationality Austrian Bangladeshi Belgian Brazilian Cuban Iranian Mexican

Listening 2 Figures

Language German Bengali Flemish/French Portuguese Spanish Farsi Spanish

Learners should write figures and abbreviations rather than words.

O. ANSWERS a 6 112m, 2/3; b 13.5; c 145,205; d AS/021978; e CZ3032; f over 2%,6--8.15%; g17,3oth

Speaking 2 BACKGROUND @ is pronounced "at"

is pronounced "equals", "is" or "makes" is pronounced "minus" or "take away"

PAX is an abbreviation for passengers. It is pronounced as a word.

no. is pronounced" number"

C9 ANSWERS Five coaches at one thousand five hundred and fifty pounds each makes seven thousand seven hundred and fifty pounds, with ten per cent discount, which is seven thousand seven hundred and fifty pounds minus seven hundred and seventy-five, which equals six thousand nine hundred and seventy-five.

The cost of coach hire is 500. The break even point is reached with thirty PAX (passengers). Five hundred divided by thirty makes sixteen pounds sixty-six pence a head.

The total number of visitors to Singapore was six million four hundred thousand. Two-fifths, that is two million five hundred and sixty thousand, were holidaymakers, and one-sixth - one million sixty-six thousand six hundred and sixty-six - were on business.

G) Pair work: describing tables and charts.

GWhere People Go

Writing If it is not possible to interview foreign visitors, learners may ask tourists the same questions using their mother tongue, then write the report in English.

to Project work. o SUGGESTED ANSWER

According to the statistics available, tourism is a major revenue earner in the UK, with foreign visitors spending a total of over 26.5 million. Most of this revenue (36 per cent) came from UK residents staying in accommodation overnight, and 30 per cent from money spent on day trips. The remainder represents spending by overseas visitors on fares (7 per cent) or miscellaneous spending (27 per cent). When in England, tourists also spend a lot of money on various services. Over 6.5 million was spent by overseas visitors on accommodation while a further 4.3 million was spent on eating out. The rest of the 18,533 million total consisted of expenditure on travel, shopping, entertainment and various services.

15

III -r::::: CU Cl cu > ro ~

16

Travel Preview

Agents

O.Pradice

Refer back to the Language Tip Working with figures on page 28 of the Course Book to revise how telephone numbers are grouped in speech. The corred pronunciation of the names and addresses on the business cards is on the tape.

Vocabulary 1 Phrasal verbs

@diverted, cofleague, to hand, file, engaged (number), extension, the line is busy, to go dead

e ANSWERS a cut off; d hold on; g hang up

b put you through; c get through; e ring up; f get back to you;

e a I'll try to put you through. b We must have

1

been cut off. c Can you just hold on for a minute? d Can I get back to you in about an hour? e I never seem able to get through. f Could you please ring (up) Global Tours for me?

Language Focus Asking questions

ANSWER In direct questions, how, what, which, where, why and who are interrogative pronouns. They can introduce simple questions, e.g., Who is that man? Or they can introduce an interrogative clause, e.g., Can you please tell me who that man iS7 In indirect questions these words are relative pronouns. The clause they introduce has the same word order as an affirmative or negative sentence. The question: Could you tell me is followed by a statement: how I get to the station 7

2 ANSWERS Would you mind spelling that for me? Not at all. It's 5 M Y THE.

Do you mind if I sit here? (This means Is it alright if I sit here 7) Not at all. Please do.

3

4

ANSWERS Tag questions contain an auxiliary followed by a subject pronoun:

A visa is compulsory, isn't it? If the statement is in the affirmative the tag is usually in the negative:

You want a room with a bath, don't you? If the statement is in the negative the tag is in the affirmative:

You won't forget to fax me the details, will you? The tag uses the same auxiliary as the main statement. If there is no auxiliary or a form of the verb to be in the statement, we use a form of do or a form of be in the tag:

You had a single room last year, didn't you? The exceptions are: Let's and shall we. Here shall is used in the affirmative with let's. It is a suggestion and the tag is used to check that the listener agrees:

Let's look at the schedule, shall we? Pass me the brochure, will you is not a question. but a request or order. The use of will you makes the instruction sound less aggressive. When nobody or nothing is used in the main clause, the question tag is in the affirmative:

Nobody has booked in yet, have they? Nothing is missing from the room, is it?

Tag questions have two main purposes: the first is to require the listener to provide confirmation, the second is to request clarification. Tag questions can be used to express surprise or interest. In this case both the main verb and the question tag are in the affirmative.

You've won a trip round the world, have you?

ANSWERS These sentences are offers.

Practice

ANSWERS a Do you mind if I check the details? b Would you mind sharing a twin bedroom? c Can you tell me what your fax number is? d Shall I make the necessary arrangements for you? e Would you mind filling in this form for me? f Could you tell me how many people you want to

go with? g Would you like me to put you on hold? h You won't be sharing a twin-bedded room, will

you? or You will be sharing a twin-bedded room, won't

you? May I draw your attention to the entry requirements?

00

e Travel Agents

Speechwork Intonation in questions

ANSWER The second is better. The voice starts in the middle of the range and rises on journey takes.

Refer to the tape.

Intonation in tag questions

ANSWERS Real questions: a, d, e Requests for confirmation: band c

Q)short notice, particulars The air traffic controllers aren't on strike again, are they? O. SUGGESTED ANSWERS

Speaking 1 Telephone skills

o SUGGESTED ANSWERS We would like callers to think we are polite and efficient, and that our firm is professional and reliable. We can create this impression on the phone by our tone of voice, our stress and intonation, by what we say and how we say it.

Listening 1 08 ANSWERS

a Call 2 made a good impression; the voice is friendly, but efficient.

b All the rest made a bad impression: Call 1 sounds bored and uninterested. Call 3 sounds inefficient and careless. Call 4 is rude and unhelpful. Call 5 does not speak clearly enough. Call 6 gives too much detailed information too quickly.

Speaking 2 Draw learners' attention to the Language Tip box containing expressions for talking on the phone on page 30 of the Course Book before starting this adivity.

o Pairwork: asking for information on the telephone.

See Tapescript on page 118 of the Course Book.

Reading 1 Booking forms

@invoice, insurance premium, compulsory. purchased. cover, application form, policy, deposit

40 ANSWERS a False: We assume you require our insurance

UNLESS you have made alternative arrangements, i.e. it is possible to have other insurance as long as clients have some.

b False: A visa is compulsory. c True. d False: If payment (of deposit) is made by credit

card, the credit card charge form must be completed.

e True.

Listening 2 00 ANSWERS

Names:

Address:

Trip:

Insurance: Visa: Deposit:

Kevin (British passport) and Linda Maughan (Irish passport) 41, Swynford Hill, Temple Fortune, London NW11 7PN Tel. Home: 0181 392 4535 Tel. Work: 0171 2740083 Ext. 32 10 day trip to Moscow via Odessa Departing from Gatwick 13th July 22 per person 17 per person 100 per person 17

18

e Travel Agents

Sum of money on cheque: 278 (200 [deposit 100 x 2] + 44 [insurance 22 x 2] + 34 [visa 17 x 2])

Speaking 3 o Pairwork: asking for information.

Reading 2 (Q) cash, issue a receipt. commission, optiO" .. exp~ry date,

highlighting. to sign. sales voucher. conformat.on

~ ANSWERS 1 Ask the client to sign the booking form. 2 Collect the appropriate deposit payment. 2a If the client pays in cash or by cheque you

should: a issue a receipt b forward this payment to the tour operator.

2b If the client pays by credit card he/she should sign the credit card section or Standard Sales Voucher.

3 Deal with insurance. 3a If the TO's insurance is chosen then:

make sure the booking form is correctly completed and then add the premium to the deposit.

3b If the client takes out his/her own insurance then note this correctly on the booking form .

4 Send off the booking form to TO for confirmation.

4a If the expiry date is imminent then telephone and make arrangements to extend the option.

4b Make a note of the date you should receive the confirmation or invoice.

S Make a note of when the client should pay in full.

6 When confirmation is received: 6a Check the details are the same as those in

your file and on the photocopy of the booking form.

6b Send the confirmation to the client, highlighting the latest date for payment.

Vocabulary 2 ~ ANSWERS

a due; b file; c expiry; d liability; f departure; g option; h confirm; j issue

e come; i settle;

Writing 1 Remind learners to use an impersonal style and the imperative for the. checklist of instructions.

4i)Writing a set of instructions.

Speaking 4 Making a holiday booking by telephone

BACKGROUND Cefalu is a small port on the north coast of Sicily. not far from the capi tal Palermo. The Roman amphitheatre at Verona is used today to stage operas.

Q) LGW (London Gatwick airport), HB (half board). transfers, bed and breakfast (B&B). scheduled, LHR (London Heathrow airport), en-suite rooms

~pairwork: a holiday booking.

Writing 2 ~ SUGGESTED ANSWER

Dear Thank you for your telephone booking

yesterday of a .......... to .......... . We confirm that we have received by credit

card the full payment of .......... for ...... .. .. at the . ......... HOlel and .......... for the holiday insurance.

We enclose your tickets. hotel vouchers and an itinerary.

We hope you enjoy your holiday.

Yours sincerely.

.-~ .7" ___ I'" -,_

Scenario 1 Advising a Client

Activity 1 Divide each group into pairs or threes. Before going on to Activity 2 do not check answers to Activity 1 as a class activity.

BACKGROUND Goa, India, is on the Malabar coast and was formerly part of Portuguese India. Sinquerim Beach is on the north Goan coast. Steamboat, Colorado, USA is a ski resort in the Rocky Mountains. Cajun cuisine is a type of regional American cooking. Queen size beds are large double beds. Hot tubs are an outdoor version of a jacuzzi.

0J) location. amenities, facilities, souvenirs, cuisine. discounts

o

Goa: scheduled, vendors, supplements, upgrade, habitat, folk dances, paragliding, shopping arcade Steamboat: wind chill, cosmopolitan, gourmet. snowmobiling, domestic flights, scheduled, sledding = sledging, nite = night

ANSWERS Goa - Group A a It is on the Malabar coast of India. b Either seven or fourteen nights. c From 01 November to 30 April.

THE RESORT location: Sinquerim Beach near Aguada Fort amenities: beaches, shopping, sightseeing climate: hot (temperatures between 31 and

33 C); 8 to 10 hours sunshine a day. transport: flights London Gatwick to Dabolim;

transfers to resort activities: water sports, paragliding, boat cruises,

shopping souvenirs: fabrics, jewellery, spices

THE HOTEL facilities: gardens; rooms en suite with TV. air

conditioning, telephones, mini-bar and balcony or patio; 2 swimming pools; coffee shop; shopping arcade; 2 restaurants (traditional Hindi and Portuguese Indian); 2 garden bars; health spa; beauty parlour; gymnasium;

cuisine: Hindi or Portuguese Indian

rates: from 456 to 634 a week, 516- 844 a fortnight.

discounts: 100 child reduction; free upgrade for honeymoon couples

e ANSWERS Group A a Between 24 January and 2 March and between

25 March and 5 April b Those who like watersports, beach holidays,

hot weather and who would like to see something of India.

o ANSWERS Steamboat - Group B a In Colorado, USA. b Seven, ten or fourteen nights. c Between 23 November and 29 March.

f) ANSWERS THE RESORT location: amenities:

climate: transport:

activities:

souvenirs:

5 miles from Steamboat Springs restaurants, shopping, tennis courts, ice skating rinks, thermal hot springs 28F; dry, pleasant with little wind chill daily flights from London to Denver, domestic fl ights Denver to Steamboat Springs; shuttle to the resort skiing, sleigh rides, ballooning, ice skating, shopping, indoor tennis, dog sledding, mountain dinner tours, horse riding, bathing in thermal springs jeans, western boots

THE HOTEL facilities: 300 en-suite rooms with balcony, cable

TV, private bath/shower, hot tubs, jacuzzis, sauna, massage, fitness and games room, valet service, conCierge, ski

cuisine: rates:

storage, ski rental and shop (no information) from 715 to 1,265 for 7 days, 829 to 1,599 for 10 days, and from 955 to 1,929 for 14 days.

discounts: child price is 370 all weeks except 8 December to 21 December if sharing a room with 2 adults 19

20

Scenario 1 Advising a Client

e ANSWERS Group B a Most popular weeks are 15-21 December. b Skiing enthusiasts with children.

Activity 2 Arrange the class into pairs so that each learner from Group A is working with a learner from Group B.

Group B learners take notes, in order to write a letter later.

ANSWERS Group B a good resort and hotel: Garden of Eden Hotel on

Sinquerim Beach activities for teenagers: swimming, waters ports.

and beach entertainment barbecues.

child discounts: 100 (usually apply to children under 12.)

For hotel and resort details see answers for Activity 1.

Activity 3 Keep the pairs organised for Activity 2. Group A learners take notes, in order to write a letter laler.

ANSWERS Group A For hotel and resort details see also the Activity 1 answers.

Precise location of hotel:

Skiing:

in resort next to Silver Bullet Gondola, very close to shops, ski school and lift ticket office. good ski school for intermediate and advanced skiers; ski schools for children; downhill and cross-country skiing. Ski equipment can be rented from the hotel ski shop.

No details are given about cuisine but the resort contains 60 restaurants offering various types of food, including Cajun, Italian and Vietnamese. This resort should be good for children as it has child-care provision for small children, baby-sitting facilities and a ski school for 5 to 15-year-olds.

Activity 4 Learners now work with their original groups.

ANSWERS Group A Steamboat would be a good place for children. The resort and the ski schools cater for them. There are

plenty of winter sports activities and good facilities in the resort. In terms of cost, it is best to go before 7 December or between 23 March and 29 March .

Group B If teenagers want a sea-and-sun holiday with windsurfing paragliding and Sightseeing this holiday would be suitable. The clients should go before 17 December or after 6 April to stay within their budget.

Activity 5

SUGGESTED ANSWERS Group A

Dear

Steamboat Colorado has excellent facilities for children, including good ski schools, creches and baby-sitting faci lities. There are also excellent child discounts for lhose under 12 who share a room with 2 adults.

The skiing is excellent for intermediate and advanced skiers. There are 106 ski nms covering a large area with many lifts. The gondola lift is just outside the hotel so skiing is very accessible.

There are plenty of offpiste activities such as ballooning. sledding and ice skating. The town boasts many restaurants offering a variety of internalional cuisine.

We enclose a printout of the rates for your consideration.

Group B

Dear . .. ,

Garden of Eden Hotel at Sinquerim Beach is set in large gardens leadi ng down to the beach. All rooms are en suite with balconies and air conditioning. Waters ports including windsurfing and paragliding are available on the beach and these may interest your teenage children. There are excellent opportunities for cultural sightseeing nearby, as well as a range of evening entertainment.

Prices quoted are for bedandbreakfast accommodation only. If you travel between 1 November and 17 December or between 6 and 30 April you should be able to stay within your budget of 500.

We enclose a full price list and look forward to hearing from you.

I

Tour Preview

o SUGGESTED ANSWERS

Operators

a Tour operators want to book bed-nights in bulk at advantageous prices, w ithout committing themselves or paying in advance.

b Hoteliers want to sell as many bed-nights in advance at the best price and also obtain payment in advance.

e The tour operator is likely to be in the stronger negotiating position unless the hotelier is sure of being able to fill his/her hotel throughout the season.

d The answers are in the reading.

Reading Hotel contracting: resorts, season's rates, destinations.

couriers, handling agents, capacity, to eater for When the welcome is frosty: bed-night, debts, cashflow. sharp practice, booming

ANSWERS Hotel contracting a He is tour operations general manager f or

Cadogan Travel. b His job involves visiting all the places featured in

Cadogan's winter brochure. He visits all the accommodation providers, deals with handling agents, tourist offices and airlines, briefs couriers and checks noticeboards. His work with hoteliers includes negotiating room rates, allocations, upgrades, extras, child reductions and contnbutions towards advertising.

e He doesn't seem to have a high opi nion of hoteliers and describes them as playing games and bluffing.

When the welcome is frosty a Very little; they lose money when tour operators

go out of business. If the company is bought up, its new owners are not legally liable to pay outstanding debts. Tour operators pay late and put pressure on hoteliers to accept low rates.

b Tour operators claim that business is bad and the only way to fill the room allocation is to discount the price. They also claim that other hoteliers in the resort are keeping their prices low.

e After accepting the first deal with a British tour operator, he accepted a better one with a foreign operator and refused to honour the fi rst.

Vocabulary OPairwork.

Writing 1 e SUGGESTED ANSWER

3 FINDINGS 3 . 1 Tour Operations outlined the

following difficulties : 3. 1 . 1 Hoteliers are not al ways f rank

and open in thei r deali n gs . 3. 1 . 2 Many hoteliers refuse to

c on tribu t e t owards th e costs of advertising alth ough they benefit f rom good p ubl i c i ty .

3.1. 3a Some h oteliers i ntroduce massi ve price increases after rates have been f i xed, frequently i n the middle of a season .

3 . 1 . 3b Others demand additional char ges for new room allocations, upgrades and other extra s .

3 . 1 . 4 Hotel standards often fall b e low an acceptable norm .

3 . 1.5 OUr promotional material is not always well displayed in the hotels .

. 2 Hoteliers t ended to focus mainly on money and methods of paymen t .

3 .2.1 Tour operators force down t h e rates for which rooms wer e originally contracted .

3.2.2 Tour operators make false c laims : either that we have been unable to sell the holida y s at the fi xed prices and so insist on a cut in room rates or t h a t local hoteliers have alre ady c u t their ra tes .

3 . 2 . 3 Tour operators refuse to pay an economic rate.

4 CONCLUSIONS AND RECOMMENDATI ONS There appears to be a great deal of mi strust on both sides . There are ex amples of both sides behavin g unscrupulously . Neither is happy wi th t he p r esent methods of rate fi x ing . Real isti c con tracts should be d r awn up at the beginning of the season and adhe red to . Clear dates should be s e t f or payment and agreements must b e honoured .

Hoteliers s h ould be persuaded of t he bene fits of contribu t i ng towards t he advertising and marketing of thei r hotels.

Hoteliers must be encouraged to ma intain a high standard in all our hotels .

-21

22

e Tour Operators

Listening c;ospare capacity, chartering, time slot. in rotation, load

factors, overheads, take-up, to write the copy, meet a deadline, profit margins, timescale

00 ANSWERS a They have been offered spare capaccity seats on

767s travelling to Cuba by Sky Air. Cuba is keen to develop trade as it needs foreign currency.

b They have negotiated good seat rates and load factors on the plane; they are working on tight profit margins, but the pricing is right in comparison with their competitors.

c 80 per cent. d Travel agents' commission, transport and local

reps' salaries. e 550. f By selling more local tours. g Exotic Destinations are 10 per cent cheaper. h So he can complete the brochure and give the

final version to the printers by 1 September.

Speechwork Contradions

oe ANSWERS

00

a they've given; b we've negotiated; d we've got; c they wouldn't've;

e I'm told; f that we'll

ANSWERS a Yes: What'li it be like? b Yes: She's been working there for six months. c No. d Yes: There's a lot of bluffing going on. e Yes: There're all sorts of politics involved. f Yes: I've had to drop two hotels. g No. h Yes: You shouldn't have told them our profit

margin. Yes: She can't have finished by now. No.

NB in e the speaker does not contract.

c;o make the meeting, minutes (of the meeting), punters

oe ANSWERS See Tapescript on page 119 of the Course Book.

Language Focus The passive

1 ANSWERS

2

The passive sentences are a, c, e, g, i. j. I. n, and p.

ANSWERS a We use the passive when:

it is obvious who the doer of the action is: Your luggage will be sent straight on to Athens.

we don't know who the doer is: My plane was delayed.

we are more interested in the action than who did it: The managing diredor was given the information.

we wish to disclaim responsibility for the action: Our room rates have been increased.

we are describing processes and agreements: It was stipulated that fifty rooms would be reserved for clients of Exotic Destinations.

b The passive is formed using the different tenses of to be, followed by a past participle.

3 ANSWERS a a and c; c i and j;

b e and g; d I and n

Practice

SUGGESTED ANSWER

Dear Mrs Marinelli, This is to confirm OUf recent discussions. At the meeting held on 25 January it was agreed that:

1. 500 rooms with a sea view would be/will be made available at the Grand Canyon hOlel from 30 March-25 November on a weekly basis.

2. We, Globa] Tours, are required to infonn lhe hotelier (at least) four weeks in advance if we wish our allocation to be cancelled. The account is to belwill be settled one month after the close of the holiday perioo, i.e. by or before 25 December.

3. All payments are to be/will be made in U5$. The rates for this year have been fixed in advance at $1; 1,650 lire.

4. It has beenlwaslhad been brought to our attention that our tour infonnation was not displayed la'St year. Therefore suitable space must be provided for our company leaflets and notices to be displayed.

We trust we are in agreement on all these points. I remain at your disposal should you wish (0 raise any further points. It has also come to our notice that your copy of the contract has never been rerumed. I would be grateful if it wa

Il

Promoting a Destination

c o

-

Preview o ANSWERS

See the table in the Reading for Britain's negative features.

Reading IS/) coastline, Tourist Information Centre, toll-free, litter,

budget (accommodation), transit routes, tube e SUGGESTED ANSWERS: People don't speak other

languages. The people are very reserved. The pubs and bars close early.

~ Writing 1 iii e Writing a table of strengths and weakness of the

1

Language Focus Relerring to the luture

ANSWERS 1 c; 2 d; 3 a; 4 a; 5 a; 6 b

Practice

ANSWERS a leaves (regular schedule) b that'll be (deduction) c it's going to rain (prediction based on present

circumstances) d will certainly become (factual prediction) e I'll give (spontaneous offer) I won't do (refusal, lack of willingness) g I'll have finished (event completed in future

time) h I won't have; I'll be finishing (prediction;

event which will be in progress at a particular moment in the future) won't be attending; will be (arrangement; prediction) is to open (event of an official nature and scheduled in advance)

k are having; will have been working (arrangement; continuous state of affairs up to a moment in the future) I'm going to try (intention)

m will be going (arrangement)

2 SUGGESTED ANSWERS a The train leaves from platform 2 at 11.37. b We're stopping off at the Museum of Mankind

for three quarters of an hour. c That will be John now; I've been expecting him.

(deduction) The weather will be hot and dry at this time of year. (factual prediction)

d Don't worry, I'll give you a lift home. e The car won't start; the battery must be dead. I It looks as if prices are going to go up by more

than the rate of inflation. g I'm going to give in my notice on Friday - I'm

fed up with working here. h is/are to refers to events which are of an

official nature and which have been scheduled in advance: The Queen is to open the new exhibition centre next month. ii events which will be in progress at a particular moment in the future: All the sales staff will be having their annual meeting in the first week of January.

8 Promoting a Destination

By the end of the year over 2.5 million people will have visited the museum.

k The future periect continuous can be used to focus on the continuous nature of an event up to a moment in the future: By this time next year the hotel will have been welcoming guests for exadly 100 years.

Vocabulary 2 G Brochure language: developing awareness of the use

of adjectives. Descriptive adjectives

CD ANSWERS Suggested extra adjectives are in brackets. rolling/gentle/undulating hills (tree-topped) low-rise/spacious/well-appointed hotels (three-star) quaint/old-world/charming village (picturesque) relaxed/carefree/welcoming atmosphere (exciting) spectacular/soaring/majestic mountains (craggy) unspoilt/striking/panoramic views (stunning) ruined/medieval/bustling city (modern) secluded/safe/uncrowded beach (sheltered)

Writing 2 CD SUGGESTED ANSWER

A stay in paradise This ideally situated holiday complex is within easy reach of the secluded, rocky bay and the sea. There are four floodlit tennis courts available to guests free-of-charge and the Sandy Lane Golf Club is just a short bus ride away. Hole Town exudes an easy-going atmosphere with its cobbled streets and whitewashed houses. Watch the world go by from the cafe terraces or sample mouth-watering dishes in the many welcoming restaurants.

e Writing individual brochures. Speechwork Pausing and rhythm

.. Individual work.

Speaking 2 Making a presentation

o Individual and group work. 25

E II)

C ::J ~ Q) -..c II) c::: 0 c. II) Q)

0:::

26

Responsible

Tourism Preview

SUGGESTED ANSWERS The negative impact of tourism on:

a Historic sites

b

Tourists inevitably damage the places they visit.

Beaches and the coastline Many beaches have been polluted with rubbish and high rise buildings have disfigured coastlines.

The countryside and wildlife Large numbers of people trampling along footpaths are wearing away mountains and the countryside. Noise frightens wildlife, and people still pick rare wild flowers.

The host community's culture The authenticity of a traditional way of life and its cultural values rapidly become devalued if they are treated as just another commodity for the entertainment of tourists .

Initiatives to counteract these effects: restricting access to sites of interest building a replica for tourists to visit setting up of conservation areas raising public awareness of environmental

issues building smaller tourist developments which

fit in with local architecture making sure tourism does not impinge on

local ways of life too much.

Reading BACI

too near wildlife; providing travellers with a pack of instructions on respecting the environment.

b Keeping groups to a manageable size and controlling their behaviour.

c There are projects to save wildlife in Africa and to restore ancient monuments. Tourists now sometimes go on holiday to clean up beaches.

Clothes: especially in Muslim countries, tourists should wear clothing which does not expose t he body in an offensive way.

Photography: local people should be asked before being photographed.

Religion: religious buildings should be respected for what they are - places of prayer and meditation.

Begging: it may be considered unwise to give money to beggars as it may encourage more begging.

Speechwork 2 Q) Word boundaries: linkage

Consonant to vowel

09 ANSWER When a consonant sound is followed by a vowel sound the words are not pronounced separately.

ANSWERS a concerned about; b low impact; c set up; d rubbish is; e protected area; f fragile plants; g instructions on

OGPairwork

Language Focus Reporting verbs

Green tourism: tourism wh ich into account the policies for preserving the

environment

Practice

SUGGESTED ANSWERS A wide range of verbs is possible here; make sure learners' choices are semantically and grammatically appropriate: a claimed/maintained/insisted; b acknowledged/ accepted/conceded; c explained/observed/pointed out; d insisted/explained/stated; e suggest! claimlimply; f pOinted out!maintained/observed; g denied; h replied/insisted/stated; i promised

9 Responsible Tourism

Vocabulary Meetings

.. ANSWERS find common ground; face facts; put (something) to the vote; invite comments; reach agreement; second the proposal; raise the subject; go round in circles; come to a decision

CD ANSWERS a invites comments; b raise the subject; c come to a decision; d find common ground; e face facts; f going round in circles; g reach agreement; h put it to the vote; i second the proposal

G) ANSWERS a foregone conclus ion; a fruitful co llaborat ion; a heated argument; a key issue; a stumbling block; a vested interest; a workable arrangement.

e ANSWERS a stumbling block; b fruitful collaboration; c foregone conclusion; d vested interest; e workable arrangement; f heated discussion; g key issue

Speaking 48 Holding a public meeting

Role cards can be found on the following pages in the Course Book:

A1 G. Jones Leader of the local protest movement 103 A2 B. Hall Chair of Snowdonia National Park Society 108 81 M. Hamilton Vice-chairman of leisureLand 106 82 F. Evans Town councillor and

vice-chairman of the Snowdon National Park committee 110

83 M. Jones Owner of small gift shop and restaurant 104 A3 B. Morgan local teacher 113

If you have groups of fewer than se .... en miss out the A3/B3 first. The As are against the project, the Bs in fa .... our.

27

28

e Responsible Tourism

Writing Arfon Borough Council

business park on the site.

SUGGESTED ANSWER

At a public meeting held today, protesters against the proposed development at Glyn Rhonwy, the Quarrytorium, claimed that the development would create only temporary seasonal employment, not the long-term jobs that are really needed. They also stated that an area normally visited by people seeking natural beauty and tranquillity would be overrun by day trippers and spoilt by the traffic congestion and litter they brought with them.

The chairman of LeisureLand, the company making a detailed proposal for the project, pointed out that their aim was to establish a year-round tourist attraction, which would create 30()-500 temporary construction jobs and 1,000 permanent full-time jobs for the local population . He also maintained that the provision of controlled entertainment for the day trippers would prevent them from damaging the National Park by keeping them within the Quarrytorium area.

Local shop-owners welcomed the idea of increased numbers of tourists and expressed fears over the departure of young local people from the area because of the lack of jobs. But other protesters insisted that Welsh language and culture would be swamped by people coming in from England and elsewhere. Council representatives acknowledged this problem, but intend to protect Welsh culture and the Welsh-speaking population by making sure new houses are not sold to outsiders and by setting up festivals of Welsh traditions. Protesters still maintained that the development of a high-tech business park would provide more permanent job opportunities and a more environmentally-friendly development for the community.

Transport Preview Group the different means of transport suggested by learners under three headings.

o SUGGESTED ANSWERS Land: car, bus, bicycle, coach, train Air: plane, helicopter Sea: ferry, liner

a Rail Advantages: relatively inexpensive; fast Disadvantages: inflexibility; in some countries, overcrowded and with frequent delays

Road Advantages: flexibility (car); comparatively cheap Disadvantages: traffic jams; bad for long journeys Air Advantages: speed, especially over long distances Disadvantages: unsuitable for short distances possible lack of comfort; high price; frequent delays

Sea Advantages: for short distances may be the only means of transport available (e.g. to small islands); ideal for long-distance leisure travel Disadvantages: slow; expensive

b Group discussion

Listening 1 @via, open-jaw ticket, ferries, draw up (an itinerary)

Of) ANSWERS a An open-jaw ticket applies when the return

journey is from a different airport than the one the passenger landed at.

b She has been told that the bus can be dangerous for young women travelling alone.

e She is planning to stay with friends to save money.

e ANSWERS 1/9 London Heathrow ----. Newark International.

plane 5/9 New York Sheraton -4 Newark

International, coach Newark International -4 Buffalo airport, plane Buffalo airport -4 Niagara Falls, coach Niagara Falls -4 Buffalo airport, coach Buffalo airport -4 Newark International (6.30), plane

6/9 New York -4 Washington (7.23-11 .05), train

7/9 Washington -4 Chicago (16.4CHJ9.10), train

8/9 Chicago -4 Las Vegas via Denver and Salt Lake City (15.05-07.45), train

12/9 Las Vegas -4 Los Angeles, train ? Los Angeles -4 Disneyland/Hollywood, car 17/9 Los Angeles ----. San FranCiSCO, train 21/9 San Francisco -4 London Heathrow, plane

Language Focus Two-part verbs

ANSWERS TYPE 1 a Correct. b Incorrect: Alicia saw him off at the airport. e Correct. d Correct e Correct. TYPE 2 a She looked around Chicago. b Tour operators can't get round them. e We made for the nearest taxi stand. d She jumped at the chance to visit the Himalayas. e He ran into an old friend at the airport. TYPE 3 a We checked in forty-five minutes before the

flight. b Flights to Hong Kong stop over in Dubai . e Their trip fell through at the last minute. d We thought we had a deal but the hotel chain

backed out. e The hotel finally broke even after three years of

losses. 29

30

Ci)Transport

Practice

ANSWERS a worked out; b setting off; c picking me up ... putting me up; d get around ... look around; e run to; f saving up . .. miss out on; g Harg on; h hang around; i cut down on ... look up; j draw up

Vocabulary 1 Connections

o SUGGESTED ANSWERS The words in italics are suggested extra words.

Sea liner, sail. crossing. harbour, cruise, starboard, gangway, deck, ferry

Rail track, compartment, guard, platform, ticket collector, restaurant car, communication cord Air stand-by, runway, long-haul, jet lag, stopover, steward, luggage carousel

Road toll, registration number, station wagon, self-drive, roundabout, highway, vehicle, services

Phrasal verbs press on, break down, set off, see off, drop off, make for, run out 01, head for, make up for

e Writing activity. Listening 2 Understanding rapid speech: announcements

Q) terminal, muster station , crew, Iilejacket, purser, compartment, brunch, disembark

00 ANSWERS a on a train; b on board ship; c on a train/on a bus; d at an airport; e at a railway station; I at an airport; g on board ship; h on a plane; i on board ship; j on a train; k on a train; I on a plane; m on a bus; n at an airport/on board ship/at a station; o on board ship

08

Speechwork Word boundaries

ANSWERS a

b

c

d

e

Here in the main square, on you! right, is the lamYus Leaninj!' Tower. Passengers are advise\" not to leave their

'---'ter{ v luggagunatt nded. We're now approaching Pigeon/Point, Tobago,

'-/ where passengers can disembark. Would Miss Andreas please repo" to the

'J 'f' Purser's Office? Captai,PI'Nolan would like to welcome you on board. '-/

Speaking 1 OOMaking announcements

Would Mr Michael Long please report to the Flight Information Desk situated in the main Entrance Hall?

We regret to announce a delay 01 approximately a quarter 01 an hour to the departure of Flight KLM 452 for Lima via Amsterdam. This is owing to a slight technical problem.

Would the owner 01 a red Ford Escort registration number L632 NVK please remove this vehicle immediately from the front entrance where it is causing an obstruction.

We hope you have had a pleasant llight with British Airways and will fly with us again in the near future. The weather in Manchester is dull and overcast but there should be some sunny intervals towards the end of the afternoon. Please make sure before you disembark that you have not left any hand luggage behind. Thank you.

We are now approaching the harbour entrance. Will all drivers of vehicles please proceed to the car deck.

Vocabulary 2 Synonyms: British and American English

e ANSWERS British American puncture flat city centre downtown queue line motorway freeway car park parking lot bonnet hood pavement sidewalk petrol gas estate car station wagon underground subway driving licence driver's license

Reading Passenger care

4D SUGGESTED ANSWERS Things which can make travel more agreeable include: air travel: better/faster check-in; in-flight films;

better food; more comfortable seats rail travel: more comfortable seats;

entertainment; good restaurant car/bar sea travel: entertainment facilities: shops,

restaurants, cinema, casino, live entertainment; more and better seating

coach travel: film; toilet facilities; more comfortable seats

ANSWERS 1 - C; 2 - F; 3 - A; 4 - G; 5 - D; 6 - B E is the odd one out.

Writing f) SUGGESTED ANSWER

Dear Mr Richards, Thank you for your fax of 05/06. Further to your comments on Ground Operations, steps have now been taken to ensure that procedures are being carried out more effic iently. In particular: 1. Extra sets of scales have been installed at check-in and all baggage is weighed and screened. 2. Excess baggage payments are being charged. 3. New cleaning staff have been recruited from a different agency and are proving to be more satisfactory.

eTransport

4. Both sets of steps to the aircraft are now being used to ensure ease of boarding. 5. Cabin attendants and counter staff have received instructions to allow only one item of hand baggage omo the aircraft. 6. Finally, I would like to point out that on the day the Chairman made his visit we were suffering from severe and unexpected staff shortages. I can assure you that the fifty minute delay was entirely uncharacteristic. I hope (hat these measures will answer all your concerns. We look forward to your next visit so that we can show you these improvements at first hand. Yours sincerely,

L. Atienza

Speaking 2 Making choices and recommendations to a tourist board.

CD Group work. Reading activity to set the scene. 4D Group work.

31

l

II) c o

-ro -QJ c::: s... QJ E o -II) ::J

U

32

Customer Preview

o SUGGESTED ANSWERS a helpful personality; ability to listen/tact/diplomacy; ability to cope with stress; good interpersonal and communication skills; knowledge of professional area/ability to ask and answer questions effectively

Vocabulary f) ANSWERS

untidy; disorganised (possible: unorganised); inefficient; unsympathetic; unprofessional; impolite; inexperienced; irresponsible; impatient; incapable; unfriendly; unmotivated

e ANSWER The prefix is mis.

Reading 1 Student A: well groomed, good eye contact, to process paperwork, a valued customer, to bounce (a cheque) Student B: strike up a conversation, to process a booking, carrier, retail agency, charter

e ANSWERS Student A a A young employee, assistant manager and a

regular customer. b The young employee was inexperienced; the

assistant manager was experienced. c The young girl made an embarrassing joke which

suggested that the client might not have enough money in his bank account to cover the cheque.

d He may have been hurt and embarrassed. e The girl seems to have good potential, but she

should learn to keep any possibly offensive observations to herself.

Student B a The owner-manager of a retail agency and customers

who were making a flight booking to Malaga. b Yes, he was knowledgeable and, as the owner,

must have been experienced. c The manager made a series of critical remarks about

a charter airline to his clients while checking flight availability. However, the only flight with vacant seats was with the company he had been criticising.

Relations d He probably decided not to make the booking. e This behaviour is unprofessional. It is certainly

not a good idea to let customers know what happens behind the scenes.

Listening Q) to overbook, to allocate, to shuttle, downtown, to show

up, preferential treatment, scheduled flight, club class, economy class

00 ANSWERS a False: They arrived in good time. b False: They made their presence very obvious. c False: They were treated worse than those who

were singled out. d False: They were furious. e False: It was very shabby. f False: Nothing suggests the staff were rude. g True.

Speechwork Contrastive stress

00 ANSWERS this flight - or another; Pleased - furious; Cheaper - catastrophic holiday - business; usual -VIPs; club class - first class; aggressive as assertive

Practice

o ANSWERS a charter ... scheduled; b comfort ... noise; c visitor's .. British; d front .. back; e delayed ... exist; f you ... wife; g from ... to

Language Focus Infinitive versus gerund

1 ANSWERS Verbs followed by an infinitive: afford arrange choose claim decide demand expect fail

Verbs followed by the gerund admit anticipate avoid consider delay deny involve justify

2

hope manage mind miss offer plan postpone recommend promise refuse risk save undertake suggest

ANSWERS 1 a The reason for stopping was to take on

extra passengers. b Here stopped means ceased. They decided

not to take any more extra passengers. 2 a' You must not forget to write to them.

b You must have some memory of when you wrote to them.

3 a I'll by to implies some kind of difficulty. It may, for example, be difficult to find the time to make the call.

b Try + verb + -ing means to experiment, to do something to see what will happen. There will be no difficulty in phoning her but the result of the phone call is not known.

4 a Here means is a synonym of involves. b Here mean is a synonym of intend.

5 a He complained without interruption for half an hour.

Practice

b Here went on introduces a subsequent event. First, he described the journey, then he complained about the accommodation.

ANSWERS a I suggest writing to the tour operator. b Would you mind waiting a little longer? c I admit making a mistake about the time but

not the date. d I promise to do my best to have an answer

within a week. e I recommend making a strongly-worded

complaint. f The guide denied turning up late. g It would mean making a change in the schedule.

Reading 2 Q) Handling a complaint

state of affairs, handling (of complaints), rate of defection, to pay (= to be worthwhile), to dip (in satisfaction), front-line departments, frequent flyer programme

e Pre-reading activity.

o ANSWERS a True. b True. c True.

40 Customer Relations

d False: it pays to encourage customers to complain means that it yields good results.

e False: They do not care whose fault it was. f False: Customers want someone to apologise and

deal with their grievance.

Speaking 1 40Pairwork.

Writing Leiters of apology

CD SUGGESTED ANSWERS a Yes, it shows you encourage people to complain

in order to improve your slVice. b No, an apology should not be avoided c It is best to avoid admitting direct responsibility. d True. This gives a bad impression. e Yes, if you know the cause and it is not likely to

discredit the organisation or a colleague. f Gives impression that errors rarely occur. g Yes. Customers want to know that things will

change as a result of their complaint. h You may not have the authority to do this.

f) Reading a letter of complaint. CD SUGGESTED ANSWER

Dear Ms Shapur. Thank you for your letter of 7 July. Please accept my apologies for your unfortunate experience in our cafe.

We pride ourselves on our high standard of service. Unfortunately, July is not only a very busy season but also a time for annual leave. On this particular day 3 employees were off sick. As a result, we have now taken on extra staff and are developing a training programme.

1 enclose a voucher for a free meal and glass of wine and hope you will notice improvements in our service.

Yours sincerely,

4D Pairwork. Speaking 2 A feedback questionnaire 33

o

f)

34

Scenario 2 Handling a Complaint

ANSWERS Letter/fax order: 1 - B; 2 - F; 3 - E; 4 - D; 5 - C; 6 - A

ANSWERS Who are the following? CLARKE, MURDOCH & WHITNEY are the firm of solicitors acting on behalf of the Austins. Pamela Watson is the area manager for Cheapside Holidays in Turkey. Patrice Visseyre is the food and beverage manager at the Hamada Hotel in Bodrum, Turkey. Helena Leary is the tour representative for Cheapside Holidays in Bodrum, Turkey.

What are the Austins complaining about? About the state of their villa room at the Hotel

Scimitar. The replacement accommodation was better but

allegedly did not comply with the description in the brochure as "luxury accommodation" and it was noisy.

At the Hamada, that the service is poor and that the menu does not cater for vegetarians.

The faxes they sent were not acknowledged and this is in breach of the Association of British Travel Agents' code of conduct.

To what extent are the complaints justified? Helena Leary feels that the Austins "do not have a leg to stand on" , but, if their description is true the first room was indeed grossly inadequate. Secondly, Mr Massey or his staff were negligent in not replying to the Austins' faxes and in breach of the ABTA code of conduct. However, the local representatives seem to have dealt with the matter adequately. They are probably busy people and it is not necessary to accompany people to a hotel five minutes away. The air conditioning problem was dealt with quickly. Complaints that the resort is noisy are dubious: no other complaints have been received. The Austins are probably being unreasonable in their complaints about food. They should expect food to be different in a foreign country. The surcharge for the individual menu is described as "normal practice" .

Writing e SUGGESTED ANSWER

Dear Mr and Mrs Austin,

Thank you for your recent correspondence on the subject of your holiday in Turkey. We have also received a letter from your solicitors outlining the claim against us.

Having investigated this matter personally, I am satisfied that our local representatives behaved adequately and professionally.

However, I am advised by our legal department that we are indeed at fault in not providing you with adequate accommodation in the first instance. 1 apologise s incerely for this and steps have been taken to ensure that this property will nO[ be contracted for next season. I am further advised that your claim for 190 as reimbursement of the special menu items you requested is unreasonable and cannot be taken into account in an overall settlement.

I therefore propose (0 offer you, via your solici tors, an out-or-court settlement of 235, plus a contribution of 40 to meet your telephone and fax expenses half way.

1 would be grateful if you would indicate your willingness to accept thi s offer by writing to me personally as soon as possible.

Yours sincerely,

E. Massey

Managing Director, Cheapside Tours

Hotel Preview

o SUGGESTED ANSWERS

Facilities

What one expects from a good hotel: comfort: comfortable beds, own bathroom, hot

water pleasant surroundings and decor polite, helpful, efficient staff cleanliness . good food in the room: DD telephone, colour TV, satellite

TV, video, hair dryer, mini-bar, balcony/terrace, bath, shower

in the hotel: restaurants, bars, roo'11 service, casino, conference rooms, secretarial support, fax room, swimming pool, games room, gardens, car parking

Reading 1 BACKGROUND mileage programmes: airlines, hotels, credit card agencies and others offer points (air miles) towards free air travel every time a customer uses their service Club Med is a tour operator that runs holiday complexes and villages around the world. cookies (Am. Eng.) = biscuits 1 acre = 0.40468 hectare

@ Tommaso Zanzotto: core, ambience, intangibles, tools, back-up, discounting, mileage programmes, pricing mechanism, the free lunch, the human touch, shareholders

Richard Williams: private estate, ratio, training budget, adjoining rooms, dress code, dominant market, flagship

8 ANSWERS Richard Williams

good features: easy to reach; location on best beach; spacious, elegant, beautiful setting the staff: high ratio of staff to guests; staff training important; staff motivation and kindness to guests; friendliness the room-pricing policy: good value; lower rates in summer; good rates for families his favourite stay: at Galley Bay, Antigua; relaxing lack of formality; no dress code; excellent service and food; no air conditioning

what he dislikes at a hotel: uncaring: unoriginal surroundings in city hotels what he would like to see happen in the industry: people being encouraged to go to the Caribbean in the summer as well as the winter

Tommaso Zanzotto good features: a perfect, well-equipped room surrounded by all the expected facilities; a good atmosphere and good service the staff: the right attitude towards their clients and their job; they need to have confidence in their systems; they should treat each customer as an individual the room-pricing policy: should be based on what is acceptable locally for that type of hotel; you get what you pay for; Tommaso is against discounting and concealing the price with special offers his favourite stay: Club Med in Bali for its atmosphere and staff attitude what he dislikes at a hotel: those without personality or flavour what he would like to see happen in the industry: that it be taken into serious planning consideration by governments

Speaking 1 ePairwork.

Vocabulary 1 o ANSWERS

Possible additions: hair dryer, robe, tOiletries, video library, 24hour room service, shuttle bus/car, casino, bureau de change, fax and telex office, secretarial support, caft's, speciality restaurants, travel agency

Standard hotel facilities differ according to the locale . and climate; for example air conditioning would be considered essential in the Middle East but a luxury in Northern Europe. A trouser press, air conditioning, sauna and jacuzzi, ornamental gardens, indoor swimming pool, gift shop, floodlit tennis courts would most probably only be in a deluxe hotel.

35

36

CD Hotel Facilities

Language Focus Practice

1 ANSWERS a We ate some excellent local seafood dishes. b One of the guests stole our antique silver pepper

pot. c In the lobby there was a heavy sixteenth-century

Flemish writing desk. d The cook's looking for a large red plastic salad

bowl. e Each room has a superb enormous red-and-

white Japanese bedside lamp.

2 ANSWERS air-conditioned restaurant; well-equipped conference room; self-contained apartment; audio-visual equipment; cut-price holidays; last-minute bargains; part-time job; off-season prices; purpose-built complex; brand-new furniture

3 SUGGESTED ANSWERS 1 Friendly staff in our spacious modern reception

area wi ll give you a warm welcome. 2 One of our air-conditioned en-suite bedrooms

with a purpose-built seating area. 3 The luxurious new swimming pool with

stunning views of the sea. 4 The exquisitely furnished sitting-room with

elegant classical decor.

Speechwork Practice, Stress in compound nouns

00 ANSWERS a 'much travelled woman; a 'newly-wed couple; a 'world-famous brand; an 'easy-going atmosphere; air-'conditioned; well-'equipped; old -'fashioned; home-'made

Reading 2 e SUGGESTED ANSWER

The letter from the Great Eastern Hotel is the one Mrs Adams is most likely to be interested in; it is friendly, informative and natural. The minor language mistakes do not impede understanding.

The leiter in German is not very helpful to someone writing in English from Britain. It is also a standard letter containing little specific information.

The letter from the Grand Hotel is well written but not very informative,

Theletler from the Goethe Hotel is rather too honest, and the informal register and language used are not appropriate. The leiter stresses the negative aspects of the hotel rather than its positive features.

Writing 1 tariffs, forthcoming, to host, delegates, simultaneous

translating booths, seminar ro