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