Welcome! Student's Book: English for the Travel and Tourism Industry

124 Pages·2005·20.48 MB·English

by  Leo Jones

Welcome!
English for the travel and
tourism industry

a

Student's Book

Leo Jones

CAMBRIDGE,
UNIVERSITY PRESS
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Contents

"L, Wotingir tavel and tours a
2. Somat endy ad heft a
‘3_When ia Rama 2
4. Dedingwit engities iz
5 Biren way of avi 6
G Askngquestions &
"7 lnga bobing at
2B Thebest waytogeitiee 7
9 ound te vod 2
10, Greanisings sip a
Phore calls

TL, Using the tone 2
12 Wow moy ei you! at
13. Answering encuries 2

14 Takognssones a

5 Gocd morting! 6
1G Exparringdishes 3B
17 May take your ander?

ig’ Binks seclsandace’s
19" Eating bts ‘tt
20. Hetcome so aurrestayrant! 46

ers fas
ZL. Responding wenqies 4
22 Caring senaions a

si

2 heaing mistakes
24. Wearever sony
com rodation
25 Reservation
26 Gheckngin

27. Faces Enjoy your stay!
28 Giving informal ~
29. Thebest hot rea

230. The pvt tl

Morey

BL. How wont you the to pay?

32 Chasgrenaner A

33° Eclannste bl snap

" a ° i
5, Toad ren the apo

2 Local inomiedee — i

37. Ovtesiganreqpesting a

38, Carrental @

39) lr a

4 Tetetyeioning 6

Piotlems

AL, Is tere anting cana?

42. Deaing with complaints o

43. Betersaiethan sary Ea

44 Tifwteasonend =

Atreetions and activi

45 _Soving the sits 95

a Wang suaestons and stargadvice 98
Sun, sa and snd” a

rH History an fokore
4Q aioe cay out
BO. The luv of ours

Conerunieatice actiatie: a
aM

ork ia pairs Discuss these questions:
* Whatdoyontink arte othe penn the pas?

Uisian add cto esd
rightahout who eid wat

‘Wit their job basi their
‘names under he pokes.

2 Liston again and docde those statements are true (/) oF false (X).Yo
o-satnead to understand avery word the eople say. any tha main pin
thoy make,

1 Lame likes rot <ncwing what she'l be doing next week. c
2 Herma apart send anki r
4 Useanetie same ns ices she's wut r
A She often gets the duty manager to help people whe brave comp.aints.

§ Janine dest’ sell package touts, only fights, L
6 She doesn't often hear irom har customers after their holiday. L
1 na depends on a uenetherbasc py i
8 Ser eng er coeur vk -
Cy Herkingais Lookatthe
advertisement and discuss these
questions:
© What os a lacalrephaveto do?
(© What are thee things you might
snp about he work?
‘© Whataretvee things yau woud

LOCAL RESORT REPRESENTATIVES

Utopia Lope Matinee lain frp es

HOLIDAYS | Drziteinsttmct

f mcering eens the ature aml esconing thea to diets hoiels

‘tt ome par fo ky hey ba
nga ear cox extn wibeaglceinens
sro quews ana ecingva er nose
Sing rtens ncaa he ed oa
(@ esconting cliunts fivin their iin, ‘be
‘ay

‘thei cll homey aay dea wich exergconies

lstoshe arportar the end of thee

eae sey wriug, cag t¥. 0 L
Ale Woe, ga dlaionra Gogo
ni oar, Shas Be, Cavle REELS

2 Join another pair Compare your

3) Writing

‘Write about 20 words about

28,

yous cheats the bapresor
hat uu ey yore aed

‘ nko desing ith then —its
& the work you do or wil do). Jake sc mur easier fr client co
Bgin lita this: Feelecnerable with you-And ie

sa rsa iaatiee fr yout2a
smublish a good relaoneip with
them you took boreser
nearest, yor eters may sa
folly the sane vou sme och
peopl lls Baclt

nny jot Lie fe at
In mgot pot hve
*

cuFeroxruns Fone
Bi

C1

Different kinds of people
Being friendly and helpful

Workin groups Find out about te ast time your parmars wenttoarestaurant,
café and a shop Discuss these questions:

1 Hw heptane were the ttl?

hat id he stat cota make you eel welcome? What they say to you?

6 ‘Nout yourezommanc ez placetn arent? Wy ratt

‘ull hear thee conversations. Listen and decide which ofthe poope inthe

‘photos sounds unfriendly and uae
4 ny ' ° a

Listen again. Match th problems 1-3 andthe places 2-cto the conversations.

1 The lint anes 2 atavecopion cask

2 The qusthasr'thashorcrdartalan. bat achacindosk

3 Thetesertionhasn' been mate © inavesteurent
Problem Place

onersation 1 -
Conversation 2
Conversation 3 .

Workin pairs Cressout the phrases that might sound unfriendly or impolite,

Coutéyoutellmeyourname please? -Whesre you
What do you want? Moy help you?

tesa pleasure. sno touble.

Certainly Obviousy.

Doyou ont something? Isthereanything Icon do for you?
Pronunciation

Workin pairs Listnto three made ialgnes. Then practise them, takingtin
tums to play theres of the Cue an¢a friendly, helpful Newuer oF SUF.

Good evening. Good moming. Good afternoon.
Good evening. sic Canthelpyou? _— Good morning, st.Con help you? Goad oftrnoon, mada.
Yes, fl like to send fr, please. Yes, tke some information, ‘ow may! heipyou?
= Certainty, si wouldyou tie it please. ‘alike tobooka tobe for this
Sentright away? —Certony sit evening, please.
= Conant, madar, whet tin
would you ket for?
Dy. Mostinpsie This decuments areminderto
staff ata major hotel. Which are thediree most
Important pieces of advice, do you think?

Speak To pROPIT: there is nething as nice as a cheerful wore

{ttakes seventy-nvo muscles to frown,
only fourteen to smile.

SMu.e TO PEOTL

syone’s ears isthe

CALL PEOPLE BY NAMI: the sweet=st music to ar:
sound of their own name.

or otitis: it wil be appreciated.

CONSIDER THE FFELINGS:

2. Jninanother pair Compare your ideas for D1. Then lok atthe answers the §—§ —— x —___—
‘questions below Number the statements in order of importance (14) and To ye pean ai
‘explain why. Then add another answer for each question been ler robo
My do ej deatig th peop? ‘woleomingsmileand afriendly

reeting puts people at thet eae,

‘ike meeting new people. qn so ae a ba eure

Femblean cooatv eee icity ‘it ey ane ely ine, warns

‘find eheltenging. name

‘Every person you meet i diferent. evnember:You never get second
hance 19 pakea Fist mpressan!

‘© Wet da you find astute dating wt eats
‘shord tobe frlendly and helpful all theme. |_|
People aen'talways appreciative.

in|
‘Some peopleare dffeut. 1
People get impatient when they have to woit. |
Different kinds of people

When in Rome eis

Ay. Rest this deserision of how westerners shoud behwe at Japanese ryokan
(traditional inn). Match the pictures A-F tothe paragraphs 1,

GETTING ACQUAINTED WITH THE JAPANESE STYLE

‘Guests have to eave ther shoes & the errance ot any
‘lspanese ile accommodation, Sippers st wom inside,
‘exeept on the tans mating, so bring wick socks the
‘weathers 018.

‘Sealing i thy oom is on cushions called zabuton
_enange around she lon labe. Io the witer 9030, (howe
may be ablanst ound tho table. You slip your feet uncer
‘De bleket forthe wermh ofa kori electra! heating unt

“Ihe ion Padding le lid ost on the floor F ovinaly
coneits of a matress shests, 2 thick trv, ard xa
Slankow ff raedad. A fa yukon robe is prowded. In cld
‘weather iis sapplmersed by aanzon gown wom ayer

2. What do you thnk rete three
‘mast surprising or strange things
for someone wha has never
Visited Japan? Highlight them or
note them down,

“The toiets usualy dapanese-style, You dont stan but
‘sia ore I facing tho hooded end. Spec lppors are
‘oualy provided fr use ely in the tot cubicle

Before gong im th communal bath, you undress fn an
anietoom plachg your robe and underiting n aback
ha compaatment. Te Ine gives you a hanowel to caps
‘ver your mii ie the bathoom and this towel is also s=0
‘orecrcing and ying yours

“ake s bath, st tn alow stot in ont of pat of
ovals water faunas. Fla ath pan wth vale, and pour
er your body to get snakirg wal al ov I tee are no
faucets, ue a Fath pan 0 scoop wer rm the bath, hers
ita shower, ise ths vhie satedon he sal. naver arcing
‘Soap an nso off thoroughly. Only ten do you ge: to
the oath or a good soak at

3 ina partner Compare yer dea. Thon discuss thes questions:
«at doyes tink to meting ings feito
vib enembernpnes- sti aetnmadtia?
han jy sao span hala han? at

vuld you nterioy?
Whore do you recommend that istorto your county shoud stay
axite best inpression of everiay fe there?

What do you geome ta

12st fo your county? Mate 2

Histo os ane 0,
By Workin pairs Diseuss each ofthese questions, Then tick (V7 what you thinks
the best answer ta each question.

@6When in Rome, do as the Romans do99

1 Aman withabeard,

3. Mrdtanuel Femandez Garcia doesn't reply

‘wearing dirty jeans ‘whien you say “Good morning, Mr Garcia to
andearrying a bim, This is probably becanse ..
rucksack comes fhe dnt bear you, [7
{nto the Star hotel

where you're working. ~~ py

What do you do?

bb youdidnt leak at him whenyen spoke. |
«hes rely igor ygyou.

ave allel hi by the wrong name.

4. AGermanis talking to a Brazilan. The
‘German keeps taking a step backwards euch
| ‘me the Bravilian steps forward. This is

1 Ask him whathe wants.
Ignore him. []
« Asithim polity toieave |
1 Treathim tikeany oer guest. {|

probably beewise
1 the Brian wants tobe too fondly
vey re eat ying to be Hendy. |

Lae German is being untiendy. [)
4 ney dontike each other.

2 You know Ms Broven, an American ellent, very
‘well. When she arrives doyyou
« shake her hand? C) 5 Youare talking to @ Visttor from Butain, Which
' snlle and say He ‘of diese questions do you ask him or her?
«kiss heronthe cheek? [] 2 How ektare you? [- |
1 Say Goont evening and bow? How rnsch do you cara? —)
| © Areyou maria?
4 Whar pat of Fritain cto you come rn?

Jain nother pair Compare your answers. Can you think of any more examples

cof misundestandings that might ariso when dealing wih people rom ather ust becansea person cones rom
courties? Paice country don’t assume

ey heave ke typlal person
308 that couatzy waar pn
imagine it 10 bet Treat exc

pets ayn ic

Unies you know foreign client
realy ell. reat them ton
informanyas they might tine
sor'rebeligonentr sar orem
Inesncere, ilfereat nationalities

comes informal dn inresly