Focus on
ESP
Alison Smith
EXPLORE TRAVEL & TOURISM
‘When we allow ourselves to explore, we discover destinations that were never on our map.’ Amie Kaufman, Unearthed
Contents UNITS
1 SECTION A
The World of Tourism
2 3
Tourism in THEORY
The Tourism Industry p. 10
Marketing and Promotion p. 44
Working in Tourism p. 68
TOURISM CASE STUDY: Promoting a web business REVIEW SECTION A: Map your knowledge
4
SECTION B
Destinations and Services
5 6
p. 96
• The role of marketing • Market segmentation • The marketing mix • SWOT analysis • Life cycle of tourist destinations
• Market research • Analysing data • Promotional methods • Digital promotion
• Continuing your studies • Choosing a job • Working as a guide • Working in a Tourist Information Centre • Working in a travel agency
• Working in a hotel • Working in a resort • Working for an airline • Working for a cruise company • Working in marketing • Working as an event planner
Why people travel • Business tourism • Niche tourism • Nature and rural tourism • Adventure tourism • Weddings and honeymoons • Food tourism • Medical and wellness tourism
• Music and screen tourism • Religious tourism Where people travel • Natural resources • Man-made resources • UNESCO World Heritage Sites • Climate
• Before you travel - Identity documents - Insurance - Health - Money Air transport • Airlines and flights • Flight classes • Tickets • The airport
• International departure and arrivals procedures Land transport • Travelling by train • Travelling by coach and bus • Travelling by car Water transport • Ferries and water buses • Cruises and boating holidays • On board a cruise ship
• Choosing accommodation Serviced accommodation • Hotels • Facilities and amenities • Unusual hotels around the world • B&Bs and guest houses • Accommodation ratings
Self-catering accommodation • Holiday rentals • Youth hostels and residences • Campsites • Alternative forms of accommodation
VIDEO
p. 98
Transport p. 130
Accommodation p. 166
TOURISM CASE STUDY: Helping a hotel in difficulty
2
• Organisations for the promotion of tourism • Organisations for selling tourism products • The effect of ICT and the Internet on the tourism industry • Package holidays
p. 94
Motivations and Destinations
REVIEW SECTION B: Map your knowledge
• The nature of tourism • A short history of tourism • The world tourist industry today • The economic impact of tourism • The social and environmental impact of tourism • Sustainable tourism
p. 208
p. 206
VIDEO
Tourism in PRACTICE
Explore language
Test your knowledge and skills
• Communication in tourism: written communication - Emails - Memos - Formal letters - Faxes and electronic faxes - Forms
• Communication in tourism: oral communication - Telephone calls GRAMMAR Indirect questions - Voicemail - Face-to-face communication VIDEO • Communication in tourism: visual communication
• Travelling and travellers • The words journey, travel, trip and tour
• ‘Why Are Human Travel Agents Still so Much Better Than Websites?’
• Adverts VIDEO • Leaflets and brochures GRAMMAR Modifiers and order of adjectives • Websites
• Circular letters and newsletters • Promotional phone calls • Promotion at a fair VIDEO
• Marketing and advertising
• Looking for a job • Writing a CV - Example of a CV - Europass CV - Writing a personal profile GRAMMAR Past simple and Present perfect
- Other forms of CV VIDEO • Writing a covering letter • Preparing for an interview VIDEO
• Applying for a job
• Presenting a destination • Writing descriptive texts for a destination GRAMMAR The definite article with place names • Enquiries and replies - Written enquiries and replies
- Phone enquiries and replies • Giving advice GRAMMAR The verbs suggest and recommend VIDEO
• Natural resources • Man-made resources
• ‘Climate Change Is Destroying World Wonders’
• Presenting a transport company GRAMMAR Relative clauses • Enquiries and replies GRAMMAR Prepositions of time • Bookings and confirmations - Booking methods - Booking a flight online
- Bookings and confirmations by email - Bookings and confirmations on the phone and in person • Changes and cancellations • While travelling - Check-in at the airport - On board the plane - At the station • Complaints and replies
• Air transport • Land transport • Water transport
• ‘Really Slow Travel – Why we should walk more’
• Presenting accommodation • Writing descriptive texts for accommodation GRAMMAR The passive • Enquiries and replies • Bookings and confirmations GRAMMAR The infinitive • Modifications and cancellations
• Check-in and check-out VIDEO • During a stay GRAMMAR Use of will • Dealing with complaints • Complaints and reviews on social media and travel websites
• Hotels • Holiday rentals • Camping
• ‘Italy’s Fast Growing Agritourism Trend’
VIDEO ROLE PLAY In a tourist information office
• ‘Virtual Reality and Tourism Marketing’ VIDEO ROLE PLAY At a trade fair
• ‘Jobs in the Travel Industry’ VIDEO ROLE PLAY A job interview
VIDEO ROLE PLAY At a hotel
VIDEO ROLE PLAY Purchasing a rail ticket
VIDEO ROLE PLAY At a holiday resort
3
Contents UNITS
7
Explore Italy p. 210
8
Explore The British Isles
9
Explore The USA
p. 246
SECTION C
Exploring Countries
ESW
CLIL
4
p. 326
p. 318
Architecture • Prehistoric architecture • Greek architecture - Greek temples • Roman architecture - Types of buildings - Domestic architecture • Roman heritage in Britain - London - Bath - Hadrian’s Wall • Paleo-Christian architecture • Romanesque architecture • Gothic architecture - Gothic churches
p. 282
HIGHLIGHTS • Geography • Political system • A brief history of Italy • Key moments in the 20th and 21st centuries • SURVIVAL GUIDE Around Italy • The coast
• Mountains • Lakes • Rome • Cities of art - Venice - Milan - Florence - Lecce
• Geography • UK political system • A brief history of the UK • Key moments in the 20th and 21st centuries • SURVIVAL GUIDE Around England • The coast • Village life • Industrial heritage • National parks • London VIDEO The Shard • TFL – Transport for London
Around Wales • The capital • The coast • Action and adventure Around Scotland • The capital • Royal history • Lochs Around Ireland • Belfast • Dublin • Abbeys and monasteries • Prehistoric remains
• Geography • Political system • A brief history of the USA • Key moments in the 20th and 21st centuries • SURVIVAL GUIDE Around the USA • The coast
• National parks • Washington DC • Other major cities - New York City - San Francisco VIDEO The Golden Gate Bridge • Entertainment
Canada South Africa India Australia
A rail and coach trip across the Canadian Rockies A city break and safari in South Africa A package tour to the Golden Triangle and Goa VIDEO The Taj Mahal A multi-destination holiday in Australia VIDEO The Sydney Opera House
• English Gothic cathedrals: London’s Westminster Abbey • Norman architecture in England - The White Tower VIDEO The Tower of London - Dover Castle - Windsor Castle • Half-timbered houses in the UK • Renaissance and Classicism • Baroque • Gothic revival and Neoclassicism - Gothic revival VIDEO Tower Bridge - Neoclassicism
ITINERARIES
Creating your itinerary
Professional competences
Test your knowledge and skills
• Planning an itinerary – A practical guide • Itinerary 1 – A walking tour in Rome • Itinerary 2 – Day trips from Rome GRAMMAR Quantifiers • Itinerary 3 – A personalised fly-drive holiday in Sicily • Itinerary 4 – An independent tour of central Italy
• Guided itinerary • More practice itineraries
• How to present a church VIDEO The Basilica of St Francis of Assisi • Churches/Cathedrals • How to present a painting VIDEO The Scrovegni Chapel, Padua • Paintings
• ‘The Miracle of Matera’
• Itinerary 1 – A coach tour in southern England GRAMMAR The -ing form • Itinerary 2 – A walking tour in London • Itinerary 3 – A tour of Scottish islands • Itinerary 4 – A themed tour in Wales • Itinerary 5 – A coach tour in Ireland
• Guided itinerary • More practice itineraries
• How to present a museum VIDEO The British Museum, London • Museums • How to present a castle VIDEO Bodiam Castle in the south of England • Castles
• ‘Snowdonia’s Transformation – From sleepy park to adrenaline junkies’ paradise’
• Itinerary 1 – A tour of a New York borough GRAMMAR First conditional • Itinerary 2 – A fly-drive holiday on the East Coast • Itinerary 3 – A river cruise on the Mississippi • Itinerary 4 – Two package holidays in National Parks GRAMMAR Intensifying comparatives and superlatives
• Guided itinerary • More practice itineraries
• How to present a national park VIDEO Denali National Park, Alaska • National parks • How to present a theme park VIDEO Universal Orlando Resort, Florida • Amusement parks
• ‘Native American Culture in the USA’
Painting • Renaissance • Baroque • Romanticism • Impressionism • Post-Impressionism • Early Modernism • Pop Art Sculpture • Romanesque • Gothic • Renaissance • Baroque • Neoclassicism
VIDEO ROLE PLAY Booking a holiday
VIDEO ROLE PLAY At a tourist office in London
VIDEO ROLE PLAY Booking a guided tour of New York
Law • The UK political system - Parliament - The UK Government and Prime Minister • UK General Elections - Political parties • The European Union (EU) - A brief history of the EU - EU institutions • The US political system - The Constitution - The US Government • US elections - Political parties
5
Welcome to
EXPLORE
EXPLORE è un corso di inglese rivolto agli studenti degli Istituti Tecnici, Settore Economico, Turismo. Il volume si articola in 9 unità organizzate in 3 sezioni principali, organizzate in questo modo: Ogni unità delle prime due sezioni si suddivide in due parti principali: teoria e pratica. • La sezione Tourism in THEORY presenta testi teorici che affrontano i temi turistici con testi descrittivi, documenti, video autentici, mappe concettuali, attività per lo sviluppo delle abilità linguistiche e compiti di realtà.
• La sezione Tourism in PRACTICE mostra esempi completi della comunicazione turistica scritta e orale, attraverso esercizi incentrati sulle funzioni comunicative per lo sviluppo delle competenze professionali, box con approfondimenti grammaticali, video con simulazioni di situazioni professionali, video tutorial di grammatica e compiti di realtà.
• La sezione Explore language consente un approfondimento del lessico specialistico attraverso mappe, tavole illustrate e attività.
ES attività per la preparazione all’Esame
di Stato
PET attività per la preparazione all’esame
Puoi scaricare gratuitamente dal sito www.elilaspigaedizioni.it i seguenti materiali: materiale didattico supplementare | tutti gli audio in formato MP3 | FLIP BOOK Greyhound Schede di approfondimento online 6
Cambridge English: Preliminary (PET)
FCE attività per la preparazione all’esame
Cambridge English: First (FCE)
La terza sezione è dedicata all’esplorazione di alcune delle principali destinazioni turistiche di Italia, Isole Britanniche, Stati Uniti e di altri paesi di lingua inglese (ESW). • La sezione HIGHLIGHTS illustra la geografia, il sistema politico, la storia e le principali città o regioni e offre una guida pratica di viaggio per ogni destinazione.
• La sezione Creating your itinerary offre un modello guidato e numerose attività per la creazione di itinerari turistici personalizzati. • La sezione ITINERARIES presenta numerose proposte di itinerari e attività che guidano gradualmente gli studenti a sviluppare dei progetti turistici.
• La sezione Professional competences propone video e tavole illustrate che permettono di mettere in pratica in modo autonomo quanto appreso nell’unità e all’interno di un contesto lavorativo autentico simulato.
• CLIL: ampio spazio dedicato alle competenze trasversali: storia dell’architettura, della pittura e della scultura, diritto. 7
Il FLIP BOOK è la versione digitale interattiva del libro di testo, da utilizzare in classe con la lavagna interattiva (LIM) oppure a casa per studiare e ripassare in modo autonomo.
Il FLIP BOOK contiene l’intero volume in formato multimediale e sfogliabile e raccoglie tutte le risorse del corso in un unico ambiente: esercizi interattivi e auto-correttivi, audio e video.
Dalla barra degli strumenti potrai inserire all’interno del tuo libro digitale appunti, documenti, immagini, link e note vocali per esercitare la tua pronuncia. Sarà inoltre possibile costruire delle mappe mentali per la memorizzazione e il ripasso dei concetti chiave.
Tutti i video sono dotati di sottotitoli.
Accedendo al LIBRO LIQUIDO, potrai scegliere lo sfondo e il carattere del tuo libro digitale, e ascoltare la lettura dell’intero volume.
In più, il FLIP BOOK ti offre delle risorse extra: • accesso diretto al sito dedicato online dove troverai schede di approfondimento attinenti ad argomenti del corso • accesso diretto alla piattaforma di esercitazione grammaticale WebLAB e alla piattaforma di composizione creativa WebCLOUD • video tutorials di grammatica • una tavola interattiva con audio dei simboli fonetici della lingua inglese • mappe esplorabili dei paesi e delle città 8
SECTION
A The World of Tourism UNIT
1
UNIT
2
The Tourism Industry
Marketing and Promotion
UNIT
3
TOURISM CASE STUDY
Working in Tourism
Promoting a web business
9
UNIT
1
READY TO GO
1
When was the last time you travelled out of your town/ city, region or country? Why did you travel? Do you think you were a tourist on these occasions?
The Tourism Industry
Tourism in THEORY
The nature of tourism Going on a week’s holiday to Sardinia with your family? Visiting your relatives for a few days in another city? Going on a school trip to Brighton to study English? Taking part in a two-day medical conference in another country? Flying to New York for the weekend for some shopping? Which of these actions can be classified as those of a tourist? Well, according to UNWTO (the United Nations World Tourism Organization whose objective is the promotion of responsible, sustainable and universally accessible tourism worldwide), all the people doing the above things can be defined as tourists.
A visitor is a traveler taking a trip to a main destination outside his/her usual environment, for less than a year, for any main purpose (business, leisure or other personal purpose) other than to be employed. A visitor is classified as a tourist if his/her trip includes an overnight stay, or as a same-day visitor otherwise. UNWTO So, in other words, tourism refers to the temporary movement of people to destinations away from where they live or work and, as a consequence, the activities they do and the services they use in these places. To look more closely at the nature of tourism, we can consider where the visitor travels to and the purpose behind it.
What type of tourism are the examples in the opening paragraph?
10
Firstly, looking at where the journey takes place, we can find the following standard classification. Domestic tourism is when the trip or holiday takes place within a person’s country of residence. International tourism is when the trip or holiday involves another country and this is divided into: • Outbound tourism which refers to a person travelling out of their country of residence. • Inbound tourism which refers to a person entering a country which is not their country of residence.
UNI T 1 | TOURISM IN THEORY
Secondly, we can consider the motivations for travelling. People travel for many reasons and the most common sub-divisions are:
LEISURE This is what most people think of with the word tourism, and it basically refers to travelling for pleasure and enjoyment, whatever the length of the stay. It includes holidays for recreational activities, sports, or shopping; educational, cultural and religious trips; health and wellness breaks and so on.
BUSINESS People who travel for workrelated purposes, for example to conferences, exhibitions, trade fairs and meetings. It is likely that their employer will pay for all or most of the trip, so business travellers may spend more on transport and accommodation.
VISITING FRIENDS AND RELATIVES (VFR) Given that many people migrate to other countries, this form of international travel is extremely common particularly during holiday and festival periods when they return to their home country. Although they probably will not spend on accommodation, VFR tourists are likely to spend on other services and activities, such as transport, food and local attractions.
ACTIV I TI ES
Reading comprehension 2
PET Read the texts on pages 10 and 11 and decide whether these statements are true (T) or false (F). Correct the false ones. T F 1 A person travelling for business cannot be considered a tourist. 2 According to the UNWTO definition, a tourist is someone who spends at least one night in a different destination. 3 An Italian family from Rome who goes on holiday to Sicily is an example of domestic tourism. 4 A US citizen who goes on holiday to London is an example of outbound tourism for the UK. 5 People who travel for leisure purposes spend more money than those travelling for business. 6 It is unlikely that VFR tourists spend money on accommodation.
3
Complete the mind map with details from the text.
Vocabulary 4 Find the words in the text for these Italian expressions.
1 parenti 2 gita scolastica 3 ambiente
______________________ ______________________ ______________________
4 scopo ______________________ 5 tempo libero ______________________ 6 piacere, divertimento ______________________
Speaking 5 In pairs, talk about what kind of tourism you and your family have been part of. The Tourism Industry | UNI T 1
11
A short history of tourism
READY TO GO
1
In pairs, discuss how you think tourism has changed over the centuries.
ease facilità holy shrines santuari
The word ‘tourist’ appeared at the end of the 18th century but tourism had existed long before this. THE ROMANS AND GREEKS travelled in order to expand their empires and to trade, but their wealthy citizens also travelled for educational, cultural and recreational reasons. They visited important historical sites, including the seven wonders of the Artemis Temple, Selcuk, Turkey ancient world; they travelled to take part in sporting or musical competitions; they relaxed in towns and resorts by the sea or at hot springs and thermal baths. The huge road network built by the Romans enabled them to travel with relative ease, but with the decline of the Roman Empire, this network began to deteriorate.
ACT IV IT IE S
During THE MIDDLE AGES travel was full of dangers, such as bandits and robbers on the roads ready to attack travellers for their money. Despite these risks, and the cost and time involved in undertaking a journey, the Middle Ages and particularly THE RENAISSANCE were periods of great travel. The reasons for these difficult and often dangerous journeys were primarily exploration and trade. In these periods, people also went on religious pilgrimages to visit holy shrines and needed services like change of transport, food and accommodation during these trips, just like tourists Canterbury Cathedral, England today.
12
In THE 18TH CENTURY , members of the British aristocracy and upper classes took part in the Grand Tour. This was a tour, lasting anywhere between one and three years, of the most important cities in Europe, especially in France and Italy, although some included Germany, Spain and Greece. It was undertaken Goethe in the Roman countryside by young men, accompanied by a guardian or tutor, and was intended to enrich their culture and complete their education. Later, it also became fashionable for rich young women to tour Europe in a similar way. They were always accompanied by a chaperone, an older lady who had to ensure their safety and protect their physical and moral reputation.
Reading comprehension 2 Read the texts on pages 12 and 13 and answer these questions. 1 Who could be considered to be the first tourists? Why? 2 What were the difficulties of travelling in the Middle Ages? 3 What were the most common reasons for travel in the Middle Ages and Renaissance? 4 Who took part in the Grand Tour? Why do you think it was only for these people? 5 How did developments in transport change the concept of travel and tourism? 6 In the past, how was the question of wealth connected to the possibility of travel? And today?
3
Complete the mind map with details from the text.
UNI T 1 | TOURISM IN THEORY
LOOK CLOSER
THE INDUSTRIAL REVOLUTION saw the rise of the affluent, middle classes in England and short breaks for health reasons at spas and seaside towns in Europe became popular. The development of faster and better transport systems – steamships and trains – meant travel became quicker and more accessible to the average person and tourism was reserved less and less for only the wealthy. Travel for leisure purposes began to take hold: for Poster produced for London & North example, in the early 1900s many British families Eastern Railway (LNER) to promote rail travel to Bridlington were able to take day trips by train to the seaside from the big cities. With the introduction of paid holidays for workers and, later, the mass ownership of cars, people were able to travel easily and could have a short, cheap holiday by the sea, staying in places like holiday camps or caravan parks which offered simple accommodation, food and entertainment.
Thomas Cook was probably the first tour operator, back in the 19th century. He started by organising day trips by train in England, and then moved on to the rest of the UK. In 1855 he took his first tourists to Belgium, Germany and France. His tours soon expanded to include Switzerland and Italy, and culminated in an eight-month round-theworld trip in 1872. Today the company, Thomas Cook plc, is one of the world’s leading travel groups, with over 20 million customers.
International travel suddenly became more widespread in THE 1970s with jumbo jets which were able to transport large numbers of people quickly and safely to far-flung parts of the world. People started to have more paid holidays and tour operators were able to offer relatively cheap package holidays to destinations with better weather and more sunshine or to exotic locations, which had been out of the reach of most people until then. The consolidation of international mass tourism – standard products for large numbers of people going to the same destination during the same period – had begun.
www.thomascook.com
steamships battelli a vapore take hold prendere piede ownership possesso far-flung remote
4 Find the adjective forms in the texts for these nouns.
1 wealth 2 education 3 recreation 4 history
___________________________ ___________________________ ___________________________ ___________________________
5 danger 6 religion 7 fashion 8 access
___________________________ ___________________________ ___________________________ ___________________________
5 Find the words in the texts for these definitions.
1 ______________________ : to get worse 2 ______________________ : something bad that could happen 3 ______________________ : the buying and selling of goods 4 ______________________ : an increase 5 ______________________ : events, performances, activities etc. to amuse people 6 ______________________ : extensive, common, widely diffused
AC TIV IT IE S
Vocabulary
Internet research & Speaking 6 Which Italian cities were usually included in the Grand Tour? Why? Was your town/city part of the tour? Find out and prepare a short oral report on the most popular places in Italy for foreign tourists at that time.
The Tourism Industry | UNI T 1
13
READY TO GO
1
Do you think the tourism industry is currently growing and is this growth likely to continue in the future?
The world tourist industry today Tourism really took off in the second half of the 20th century and has continued to grow, almost without interruption, from the 1950s onwards, with 25 million international tourist arrivals (the term used by UNWTO to indicate overnight visitors) in 1950, 278 million in 1980 and 1,235 million in 2016. Tourists used to be predominantly from the advanced economies of Europe, the Americas and Asia, but with the fast economic growth of emerging economies, the number of international tourists arriving from the Middle East, Latin America and Central and Eastern Europe has increased rapidly. In the document Tourism Towards 2030, UNWTO has predicted a total of 1.8 billion international tourist arrivals by 2030, with an average yearly increase of 3.3%. It also predicts that arrivals in emerging economies should exceed those in advanced economies, with Europe and the Americas seeing a decline in their share of international tourism. The reasons for the continued growth can be attributed to the following factors: • More and more destinations have opened up to tourism and investments in infrastructure and tourism facilities (roads, airports, hotels etc.) have increased. • TV, the Internet and other media have stimulated people’s interest, knowledge and understanding of other countries and therefore they wish to experience them first hand.
• Travel has become easier and cheaper. Competition in the market has increased, with travel agents offering deals and packages from many different tour operators. Low-cost airlines, such as Ryanair and Easyjet which became hugely successful in the 1990s, opened the market for tourists on a budget and also for lesser-known destinations, such as those in Eastern Europe. The Internet has contributed to this increased competition, with online travel agencies for example, and has also allowed tourists to organise all aspects of a holiday independently.
ACT IV I TI ES
• People have more leisure time, more disposable income and there is a trend to have more than one holiday a year. The ageing population means that more retired people have time to spend travelling. Threats to tourism Accessible tourism
Reading comprehension 2 Read the first paragraph of the text and match each figure to the correct information.
1 25 million 2 278 million 3 1,235 million 4 1.8 billion 5 3.3%
a b c d e
international tourist arrivals in 1980 predicted yearly increase in international tourist arrivals predicted international tourist arrivals in 2030 international tourist arrivals in 1950 international tourist arrivals in 2016
Writing
3 Now read the rest of the text and make notes on how the following factors have influenced the growth of the tourism industry.
14
• investments • TV and other media UNI T 1 | TOURISM IN THEORY
• competition • low-cost airlines
• free time • income
4 Which ten countries do you think are the most popular tourist destinations in the world? Look at the table below and see if the countries you thought of are listed. Are the results surprising or what you expected?
5
ES Read the article and answer the questions below.
Holiday Hot Spots
Countries like France, the UK, Italy and the USA are consistently among the top destinations for tourism, and are likely to remain so for the foreseeable future thanks to their timeless and universal appeal. However, each year or so there are new trends and a previously little-known country is suddenly at the top of everyone’s list or a former top spot comes back into fashion. And, as in all walks of life, people follow holiday trends: one year everybody is going to Marrakech, the next it is New Zealand or Iceland. Forecasts for the next few years indicate that the trend for colder climates will continue. A study by Virtuoso, a global network of luxury travel agencies, has predicted that Iceland will continue to be popular, as will Alaskan cruises and adventure trips to the Arctic and Antarctica. Seeing the Northern Lights will also feature on many travellers’ wish lists. It is thought that Africa will remain a firm favourite as well, with countries such as South Africa, Kenya and the wilds of Botswana. Safaris will definitely have wildlife preservation and sustainability as priorities though. Virtuoso also reports an increase in
demand for international trips of at least two weeks, with some travellers asking for trips lasting up to five weeks. This is the luxury end of the market and, to be honest, not many of us can afford the money and time for such vacations. Lonely Planet, the well-respected guidebook publisher, also makes recommendations and predictions which might be more accessible for the majority of us. Recent suggestions include Portugal as an affordable destination with great beaches, art and cuisine; Chile for its geographical and environmental extremes and trendy capital Santiago; Djibouti for its amazing geological formations and thrilling whale
International tourist arrivals Rank
(million) 2016
1 France 2 United States 3 Spain 4 China 5 Italy 6 Turkey 7 United Kingdom 8 Germany 9 Mexico 10 Malaysia
ACT IV IT IE S
Reading comprehension
82,6 75,6 75,6 59,3 52,4 39,5 35,8 35,6 35,0 26,8 Source: UNWTO 2017
shark diving, and Malta after Valletta’s turn as European Capital of Culture in 2018. So which destination will be at the top of your list for next year?
Valletta, Malta
1 Why are countries like the UK and Italy always so popular with tourists? 2 How do travel trends influence which destinations people go to? 3 Which cold countries and destinations are predicted to be popular in the next few years? 4 What type of safaris will people be interested in? 5 What kind of company is Lonely Planet and how does it differ from Virtuoso? 6 Why does Lonely Planet think Chile will be a popular destination?
Speaking 6 Answer these questions in pairs.
1 Which, if any, of the places mentioned in the table and article have you visited? 2 Why do you think they are popular with tourists? 3 Which of the countries would you like to visit? Why? 4 Are there any that don’t appeal to you? Why?
The Tourism Industry | UNI T 1
15
READY TO GO
1
The economic impact of tourism
In pairs, write down the first six businesses or industries you can think of that are connected to the tourism sector. Now look at the pyramid and check your answers.
Travel and tourism is a truly global industry and one of the world’s largest economic sectors. It is a key contributor to the economic progress of a country through the creation of jobs and businesses, the stimulation of capital investment and the development of infrastructure. As a worldwide export category it is in fifth position after fuels, chemicals, food, and automotive products. For many Less Economically Developed Countries (LEDCs) tourism ranks in first place. It contributes enormously to the Gross Domestic Product (GDP) and is a vital source of foreign currency. The latest UNWTO report shows that international tourism receipts reached US$1,220 billion in 2016, with Europe accounting for 36.7%, Asia and the Pacific 30.1% and the Americas 25.7%. Taking into consideration the earnings generated through international passenger transport services, the total tourism export earnings equal US$4 billion a day on average.
Gross Domestic Product (GDP) Prodotto Interno Lordo (PIL) real estate beni immobili supply chain filiera
The economic impact of the tourism industry goes well beyond the direct expenditure on tourism products in the core hospitality and transportation sectors (hotels, restaurants, airlines and so on) to include the indirect effects on other sectors like agriculture, construction, engineering, real estate development, food production, consumer goods and retail, to name only a few. Take the example of a couple going on a cruise. Purchasing the cruise package directly benefits the cruise company, and the travel agent, if any, who made the booking. Going on a trip around one of the destinations, eating in a local restaurant and buying a souvenir is a source of income ACCOMMODATION, CATERING, for several local shops and restaurants. But the impact ENTERTAINMENT, does not stop here, as many other sectors are involved TRANSPORTATION in the tourism supply chain before and during TOURISM PROMOTION, the couple’s two-week cruise: construction and TRANSPORTATION ADMINISTRATION, engineering, for example, to build and design the RENTAL CAR MANUFACTURING, SHIPBUILDING, AIRCRAFT MANUFACTURING, FURNISHINGS ship; furniture production and retail to furnish AND EQUIPMENT SUPPLIERS, FINANCIAL SERVICES, the ship; agriculture and food processing to grow SANITATION SERVICES, PRINTING/PUBLISHING and produce the food prepared and consumed FOOD & BEVERAGE SUPPLY, RETAILERS, MANUFACTURERS, on board, advertising and PR for marketing HOUSING, BUSINESS SERVICES, PERSONAL SERVICES and selling the cruise.
In macro-economic terms, expenditure by international visitors counts as exports for the destination country and as imports for the country of residency of the visitor.
A CT IV IT IE S
tourism receipts are the earnings generated in the destination country from expenditure on accommodation, food and drink, local transport, entertainment, shopping and other goods and services.
Reading comprehension 2 PET Read the text and decide whether these statements are true (T) or false (F). Correct the false ones. T F 1 Higher employment is one of the benefits of the tourism industry. 2 Tourism as an export category is often less important for LEDCs. 3 Tourism can provide LEDCs with foreign currency. 4 The Asia and Pacific regions contribute the highest percentage of international tourism receipts. 5 The term ‘indirect effects’ refers to the extra money spent by tourists after paying for accommodation and transport. 6 The example of the cruise is used to show how much extra money tourists spend while on holiday. 7 The tourism supply chain is all the industries and businesses involved, directly and indirectly, in creating a tourism product.
Vocabulary 3 Find the words in the text for these definitions.
16
1 _________ : important, crucial 2 _________ : systems like transport and communication 3 _________ : origin UNI T 1 | TOURISM IN THEORY
4 _________ : effect, influence 5 _________ : spending 6 _________ : primary, main
The social and environmental impact of tourism We have seen that tourism is vital for a country’s economy which is why many LEDCs are keen to develop the sector in order to be able to increase investments in the country and improve all aspects of the quality of life. However, it is important to note that growing numbers of tourists can bring many drawbacks.
ADVANTAGES
PROBLEMS
Foreign currency can be invested in education, health and other services,
profits go to foreign companies, such as tour operators and hotel chains, and not the local community.
Jobs are created and people can learn new skills,
international companies employ foreign workers, leaving the locals to do only unskilled and badly-paid work, which is often seasonal.
Local infrastructure is improved,
these improvements are not where the locals need them and local projects might even be stopped in favour of developments aimed at tourists. There is also an increase in traffic and congestion.
New facilities and structures are built, using the local workforce,
BUT OFTEN
this leads to an increase in local house prices as developers and investors buy up land. New resorts and hotels can also be badly planned and they cause the destruction of natural landscapes, an increase in pollution and the overconsumption of precious resources, like water.
Tourists can meet and support local people and businesses,
tourists remain in the resort, particularly with allinclusive packages, and have little contact with locals.
Tourists can learn about and appreciate the country’s natural and cultural heritage,
these environments are under threat from too many visitors, with damage, erosion, litter and pollution.
1
Read the text and the table and answer these questions.
1 What financial problems can be caused by foreign companies operating hotels and resorts in a country? 2 How can local people’s lives be improved by tourism? 3 And how can they be made worse? 4 What are the environmental risks of tourism?
Critical thinking & Speaking 2 Discuss these questions in small groups. 1 Which is the most important benefit of tourism? 2 Which disadvantage is the most serious? 3 Can you think of any other pros and cons? 4 How can the negative effects of tourism be controlled or eliminated?
ACT IV IT IE S
Reading comprehension
5 In your opinion, is tourism overall more positive or more negative for an LEDC? 6 Do you think it is only LEDCs which are negatively affected by tourism?
The Tourism Industry | UNI T 1
17
READY TO GO
1
Look at the photographs on this page. In pairs, discuss what they show.
niche di nicchia offset controbilanciare
LOOK CLOSER The United Nations declared 2017 as the International Year of Sustainable Tourism for Development, in recognition of the tremendous potential of the tourism industry to fight against poverty and encourage social inclusion, mutual understanding, and cultural and environmental preservation.
What changes could be made in Italy/your area to make tourism more sustainable?
Sustainable tourism Tourism that takes full account of its current and future economic, social and environmental impacts, addressing the needs of visitors, the industry, the environment and host communities. UNWTO Sustainable development – the aim of satisfying the needs of the present without compromising the ability of future generations to meet their own needs – is a model which is also applied to the tourist industry. Tourism, like most other industries, will never be completely sustainable but it can certainly become more sustainable than it is at present. The aim of sustainable tourism is to control and reduce to a minimum the negative economic, social and environmental impacts of tourism, while maximising the benefits for current and future visitors, host countries and their people, our cultural and historical heritage, and the natural world. Sustainable tourism does not follow just one set of rules, since the impacts of tourism differ according to the place and so solutions are different too. And it is not just restricted to LEDCs and countries with an endangered ecosystem or important natural features, although these often feel the negative impacts much more. It is relevant to a resort in the Bahamas, which should find alternative energy sources and deal with recycling correctly, just as much as to a resort in Zanzibar, which needs to conserve water and help reduce poverty. All the countries of the world need to follow sustainable tourism principles which include: • following a code of conduct established by an international organisation such as UNWTO and the Global Sustainable Tourism Council; • having a certification from organisations such as the Rainforest Alliance; • employing local people, paying fair wages and offering training; • using and buying locally-produced goods, for example for restaurants and souvenirs; • protecting the environment with conservation projects; • recycling, using alternative energy, conserving water and implementing the correct treatment of waste.
The responsibility for creating sustainable tourism lies with governments, international organisations, tour operators and other tourist-based businesses, local people and, lastly, with the tourists themselves. Sustainable tourism is therefore not a niche or specialised form of tourism, the latest fashion amongst a small group of eco-warriors, but it is what tourism should be everywhere and for everyone. It does not matter what kind of holiday you want to take or where you want to go, what is important is how responsibly you behave from the moment you book your holiday to the moment you return: making a conscious choice to use a company with sound ethics; offsetting the carbon footprint made by your journey; respecting the history, culture and people of the place you are visiting; protecting animals. The consequences of tourism have a global effect; there www.gstcouncil.org www.rainforest-alliance.org needs to be a global effort to overcome them.
We use the term carbon footprint to indicate the amount of greenhouse gases that people cause, directly or indirectly, during their daily activities and lives, such as driving a car, heating a house or taking a flight.
18
UNI T 1 | TOURISM IN THEORY
2 Read the text on page 18 and answer these questions.
1 Is the idea of sustainability only applied to the tourism industry? Why/Why not? 2 In what way does sustainable tourism try to protect the future of our planet? 3 How do the two examples of the Bahamas and Zanzibar demonstrate that sustainable tourism is of global relevance? 4 Who is responsible for ensuring that the tourism sector works towards sustainability? 5 Why shouldn't sustainable tourism be considered as a specialised form of tourism? 6 Should tourists only consider the principles of sustainable tourism while they are on holiday? Why/Why not?
ACT IV IT IE S
Reading comprehension
3 Complete the mind map with the responsibilities each category has and the actions they should take in order to make tourism more sustainable. Add your own ideas too.
governments and organisations
SUSTAINABLE TOURISM
tour operators, hotels, other businesses tourists
Vocabulary 4 Match these terms to the correct definition.
1 sustainable 2 endangered 3 conduct 4 fair 5 locally-produced 6 waste 7 conscious 8 carbon footprint
5
a b c d e f g h
determined, intentional the amount of CO2 produced by a person’s activities/lifestyle manufactured or grown in the area behaviour unwanted material, rubbish causing little or no damage to the environment right, reasonable in danger, at risk of extinction
Complete the mind map about sustainable tourism.
Listening 6
1.1 PET Listen to an executive from a national tourist board explaining how tourists should behave in order to contribute to sustainable tourism in cities. Complete the sentences.
1 Don’t ___________ on the steps of a church or historic monument. 2 Be ___________ of permanent residents of the city and their needs. 3 Try to speak a little of the local language and sample the ___________.
4 If renting an Airbnb apartment is ___________, don’t do it. 5 ___________ other areas beyond the typical main sights of the city. 6 Try to travel ___________ so there will be less congestion.
Speaking 7 In pairs, decide which of these actions of a tourist follow the principles of sustainable tourism. What would the positive and/or negative impact of each action be? • Buying a souvenir made with local seashells • Eating a speciality in a restaurant run by local people • Asking for clean towels in your hotel room every day
• Having a 3-minute shower • Throwing plastic bottles in the general waste bin • Booking all your excursions with your travel agent before you leave
The Tourism Industry | UNI T 1
19
Organisations for the promotion of tourism
READY TO GO
1
What organisations are there in Italy for the promotion of tourism? How many can you name? Check and see if they are mentioned in the text.
handicrafts oggetti di artigianato enhancing migliorare
The tourism sector has a number of international, national, regional and local agencies and organisations working for the promotion of tourism. The World Tourism Organization, UNWTO (www2.unwto.org/en), as already mentioned, is the specialised United Nations agency whose objective is the promotion of responsible, sustainable and universally accessible tourism worldwide. It serves to promote the social and economic importance of tourism for the development of a country, while not forgetting the negative impact tourism can have, by producing research and educational material and offering technical support and assistance to individual countries.
In the UK, the national tourism agency, VISIT BRITAIN (www.visitbritain.org), is a public body funded by the Department for Culture Media and Sport, which is responsible for promoting Britain across the world and for increasing inbound tourism to all parts of Britain. There are also partner agencies for each country within the UK (www.visitengland.com, www.visitscotland.com, www.visitwales.com, www.discovernorthernireland.com) and for the Republic of Ireland (www.ireland.com and www.discoverireland.ie).
The Italian National Tourism Board, ENIT (Ente Nazionale Italiano per il Turismo – www.enit.it/it/), is a public body which is active in promoting Italy as a tourist destination, both for the country as a whole and for each region. Through promotional and commercial strategies, consultations and collaboration with other public and private bodies, it aims to stimulate tourism in Italy, increase the promotion of products, develop the hospitality sector and provide information to visitors. Then, on a regional, provincial and local level, there are several different organisations. The APT (Azienda di Promozione Turistica) provides information for tourists regarding the area, itineraries and accommodation. The IAT (Informazioni e Accoglienza Turistica) also offers tourist information on a local area, including accommodation, food and what to do and see. A Pro Loco is a non-profit association, formed by volunteers, whose aim is to promote the culture, traditions and heritage of a place, often a small village or town, such as the local handicrafts, food, wine and traditional festivals.
The US website of the National Travel and Tourism Office (tinet.ita.doc.gov) is aimed at creating a positive climate for growth in US travel and tourism and enhancing the international competitiveness of the industry. The US government website (www.usa.gov/recreation-and-travel) provides practical information to tourists regarding travelling around the country and recreational activities, as well as details on visas and the application process. Each of the fifty states and the District of Columbia has its own tourism website, while Welcome Centres or Visitor Centres can usually be found in major cities, at attractions and along important road routes into each state. Another source of information for tourists is www.visittheusa.com, run by Brand USA, a public-private marketing company. 20
UNI T 1 | TOURISM IN THEORY
2 Read the text on page 20 and say which organisation(s) mentioned in the text… 1 is non-profit? 2 is part of the United Nations? 3 is a public body? 4 produces research on the impact of tourism?
5 provides information regarding accommodation? 6 covers promotion for four different countries? 7 is the smallest in its country? 8 is a mixed public and private company?
3 Match each organisation to the most appropriate slogan. 1 2 3 4 5
UNWTO ENIT a Pro Loco VISIT BRITAIN VISIT THE USA
B
D
A
ACT IV IT IE S
Reading comprehension
Find out about the tradition of hat-making in our town at this two-day festival.
Handy tip # 11: Don’t forget we drive on the left!
C
We strive to increase tourism’s contribution to poverty reduction.
Discover this immense land from coast to coast, like never before. Start planning your dream vacation today!
E
Promoting the unified image of the tourist offer.
Listening 4
1.2
PET Listen to this presentation of the organisation FAI and complete the sentences.
Fondo Ambiente Italiano Name in English: (1) _____________________. Its aim is the promotion and protection of Italy’s (2) _____________________. It was founded in (3) _____________________. It has restored many (4) _____________________ and opened them to the public. Educational activities include training as (5) _____________________. As a FAI member you can enter all (6) _____________________ free of charge.
Internet research & Writing 5 Go online and find out about the National Trust in the UK – www.nationaltrust.org.uk. Write a short report, presenting the main information of the organisation and comparing it with FAI (type of organisation, aims, membership, activities, links between the two, etc.)
COMPITO DI REALTÀ
Analysing a Pro Loco website
Find the website of a Pro Loco in Italy; it can be one near where you live or from another region. Each member of the group has to look at one aspect of the site and then report back to the group. Together, you will then prepare and give an oral presentation to the rest of the class, using slides/pages from the site to illustrate your points.
• Information: How many different topics are covered? How up-to-date is the information? • Languages: What languages are available? Is it well-written in the languages you understand? • Graphics/Style: Is it attractive? Are there lots of photographs and images? Ease of use: Is it easy to use? How useful would it be for an Italian/foreign tourist? Are there useful links? •
The Tourism Industry | UNI T 1
21
Organisations for selling tourism products
READY TO GO
1
The four main components of the distribution chain for tourism products are: the primary providers of the travel products (hotels, airlines etc.), the wholesalers (tour operators), the retailers (travel agencies) and the final consumer.
Which tour operators have you heard of?
A TOUR OPERATOR is a business which combines two or more travel services offered by primary suppliers (accommodation, transport, meals etc.) and then sells them as a single product – a package holiday – for a fixed price. The tour operator buys the separate elements in bulk from various providers – airlines, ferries, hotels – negotiating the best deals and rates due to the high volume of business. Sometimes, tour operators might also directly own the companies which offer various parts of the package, such as a resort. An inbound tour operator offers packages aimed at overseas visitors coming to a destination, while an outbound tour operator is based in the tourist’s own country and produces package holidays to destinations overseas. Their operations can be aimed at the mass tourism market, a specific country or activity (e.g. the Caribbean or skiing), or they may offer specialised packages for specific segments of the market: luxury, ecotourism, over 50s and so on. These packages can be sold directly to the final consumer or through a travel agency.
in bulk in grande quantità deals offerte speciali rates tariffe
Primary providers of travel products
travel agencies
final customer
ACT IV IT IE S
What else do you think travel agents should do or offer in order to remain competitive?
22
direct sales through the Internet
tour operators
TRAVEL AGENCIES are retailers for the tourist industry and they provide a wide range of services. As well as being an intermediary for promoting and selling package holidays on behalf of tour operators, they sell plane, rail and ferry tickets; they organise travel insurance, car rental, accommodation and excursions; they provide information on currencies, visa requirements and other general material and advice on destinations and travel. Travel agents usually receive a commission from the operator or company on the packages and tickets they sell. This is a percentage, which varies from provider to provider, of the total cost of the product. They may also charge customers a fee, either a fixed amount or a percentage, for some of their services. Travel agencies can vary in size, from multiples – agencies with many branches across a country – to miniples – smaller, independent travel agencies. Due to the increase in the number of consumers making their own travel plans using the Internet, and therefore bypassing the intermediaries, it is vital for travel agents to give reliable, efficient and professional advice and information, helping create a personalised itinerary, with the most convenient routes and at the best possible value to ensure happy customers and repeat business.
Reading comprehension 2 PET Read the text and decide whether these sentences are true (T) or false (F). Correct the false ones. T F 1 Tour operators combine the different parts of a holiday into one single product. 2 Tour operators are able to get low prices because they book the services in advance. 3 Some tour operators specialise in offering package holidays for a particular market segment. 4 Both tour operators and travel agents sell package holidays. 5 Travel agencies only give advice about holidays and transport. 6 Being a travel agent requires a lot of knowledge about different aspects of the travel industry. UNI T 1 | TOURISM IN THEORY
The effect of ICT and the Internet on the tourism industry As in all areas of business and industry, the tourism sector has changed dramatically thanks to the developments in ICT (Information and Communications Technology) over the last few decades. As well as being able to transform and streamline their internal operations and increase competitiveness, travel and tourism businesses have been able to change the way they interact with customers. The 24/7 availability of internet-based services means a hotel can accept bookings from anywhere in the world at any time; an airline can have passengers check in online, saving the company time and money and making the process at the airport much more efficient; a tourist site can promote its attractions, provide information and sell entrance tickets. Online travel agencies, such as Expedia.com, and comparison sites, like Kayak.com, are extremely successful. Online travel agencies offer thousands of hotels, flights, car rentals and packages at competitive rates and you purchase directly on the site. Comparison sites, on the other hand, just allow the user to quickly compare prices and offers, but then direct you to the provider’s website to complete the purchase. Just as the companies and organisations operating in the sector have benefitted from e-tourism, so have travellers and tourists by being able to access global services 24/7 from the comfort of their own home or while they are on the move. They can research and compare products, check timetables, look at maps, read reviews and see photographs before quickly and easily purchasing holidays, tickets, car rentals, hotel rooms and so on with instant confirmation. Another area which has had a huge impact on the tourism industry is social media. Consumers use social networking sites like TripAdvisor and Facebook to research and share their personal experiences of a resort, a restaurant, an airline and so on. Similarly, companies can use these same platforms to promote themselves and to increase customer awareness and loyalty.
1
Read the text and answer these questions.
1 What changes have tourism businesses been able to make due to developments in ICT? 2 How has the way they interact with customers changed? 3 What is the main difference between an online travel agency and a comparison site? 4 In what ways can a consumer use the Internet to help plan and book a holiday? 5 Why have social networking sites had a big impact on the tourism industry? 6 In what ways do you think this impact can be positive and negative for a business?
2
Complete the mind map with details from the text.
ACT IV IT IE S
Reading comprehension
Speaking 3 Answer these questions in pairs. 1 What Italian tour operators do you know? Are they general or specialised in a particular country or type of holiday? 2 Are there any travel agencies in your town/city? Are they independent or part of a chain? 3 Have you or your family ever used an online travel agency? What for?
The Tourism Industry | UNI T 1
23
A charter flight is booked in advance by a tour operator, often for a specific season, and then the flights are sold to their customers as part of a package holiday, usually at a lower cost than that of a scheduled flight.
LOOK CLOSER
ACTIVITIE S
Gift experiences, sold by companies like Smartbox, are a way for a hotel, resort or restaurant to sell their services as a package. The person wishing to make a gift chooses a theme, while the recipient of the gift experience chooses their preference and the date from among those on offer and uses the voucher code to book.
LUXURY HOLIDAY PACKAGE
Package holidays
The most common type of package holiday offered by a tour operator, that designed for mass tourism, usually comprises the following elements: • a return charter flight ; • transfer to and from the airport to the hotel; • accommodation for the duration of the holiday; • some, or all, meals and drinks. Additional components of a package may include the services of a representative, who is responsible for helping guests during the transfer and at the accommodation, and is on hand to give advice and recommendations. Entertainment, such as children’s clubs and shows, are often included, as are certain sports facilities and activities, especially in larger resorts or hotels. Sightseeing excursions and tours with a tour guide can be part of the package or purchased during the holiday. Insurance may be included in the fixed price or added as a separate fee. It is advisable to read all the terms and conditions to know exactly what is included in the price and any extras you may need to pay for during the actual holiday.
Reading comprehension 1
Read the text and complete these sentences.
1 Package holidays for mass tourism usually include… 2 The role of a holiday representative is…
3 Other elements of a package holiday can be… 4 The terms and conditions contain information on…
Listening 2
PET Listen to this talk on tour operators and package holidays and complete the table with one or two words. 1.3
Advantages of package holidays for holidaymakers
• (1) ________ is normally lower • safety and (2) ________ • (3) ________ as everything is organised
Disadvantages of package holidays for holidaymakers
• (4) lack of ________
Difficulty for tour operators
• staying competitive • predicting the popularity of (5) ________
Factors affecting tourism
• global warming and (6) ________ • (7) ________ crisis • (8) ________ or terrorist attack
Critical thinking & Speaking
3 Discuss these questions in pairs. 1 What types of tourist do you think would choose a package holiday? Why? 2 What destinations are popular for package holidays? Why do you think this is? 3 Can you think of any more advantages or disadvantages of going on a package holiday? 4 Have you or your family ever been on a package holiday? If not, would you like to go on one?
24
UNI T 1 | TOURISM IN THEORY
4
PET Read the description of these people who want to book a holiday, then decide which of the package holidays would be most suitable for each person. There is one extra package holiday that you do not need.
1
Mary and Pete are in their early 50s and want to celebrate their wedding anniversary somewhere special. Budget is not a problem, but they only have a maximum of eight days. They love good food and wine.
2
Kyle and Greg are friends who love sport. They want a fun and exciting holiday where they can meet new people. They don’t want to spend too much money so would like to find a special offer.
SOUTH AFRICA
A
3
ACT IV IT IE S
Reading comprehension
Graham and Susie have already travelled a lot in Europe and want to discover a new part of the world. They want to have very good service during their holiday and be free to travel around and explore the local nature.
B
Unique & Boutique Garden Route and Game Holiday | 14 days/13 nights from £1,386
COLUMBUS RESORT – BAHAMAS
Bringing together some of the region’s most charming, intimate and distinctive hotels and lodges, this fabulous self-drive itinerary combines the scenic Garden Route with the best of South Africa’s renowned hospitality.
This is where Christopher Columbus set foot over 500 years ago: a remote island with long white sandy beaches lining the turquoise waters of the Caribbean. San Salvador Island is a jewel in the archipelago of the Bahamas, totally dedicated to the discovery of new pleasures and activities.
Highlights • Cape Town Private City Tour • Franschhoek Wine Tram • Robertson • Cango Caves, Oudtshoorn • Plettenberg Bay • Amakhala Game Reserve
All inclusive resort
From £1,065 per adult instead of £1,568
Sports: beach volleyball, weights room, kayaking, snorkelling, windsurfing academy, Zumba
WITH THE EARLY-BIRD OFFER
C
Unforgettable holidays and cruises exclusively for over 50s
D
Wonders of the Mediterranean from £2,290 18 nights 2 people
DISCOVER THE CLASSIC CITIES OF ROME, FLORENCE AND BARCELONA
HIGHLIGHTS OF SICILY Prices starting from £2,150
This seven-night tour is a mouthwatering culinary exploration of this beautiful Italian island. Reflecting the multicultural history of the island, local dishes have Italian, North African, Greek and Arabic influences. Sample the best Sicilian cuisine and experience the island’s rich and varied history. What’s included? • International flights and transfers • English-speaking tour escort throughout • Local guides • Meals as indicated
Step aboard Sapphire as she heads to the Mediterranean Sea and traces the coast of the Iberian Peninsula. Pause at the British outpost of Gibraltar, head to the sparkling shores of Italy, visit the vibrant Spanish cities of Barcelona and Valencia, and spend time in Oporto – the home of Portugal’s famous fortified wine.
Including
• All meals on board, including
24-hour room service
• All on-board gratuities • Entertainment and activities • Welcome cocktail party and
Captain’s dinner
• Optional travel insurance and
additional cancellation rights
• All port taxes and visas • UK mainland travel service
and from Dover
Highlights • Syracuse’s food market • Visit the UNESCO-listed ‘Valley of the Temples’ • Explore Western Sicily • See the Roman mosaics at Villa Romana del Casale • Ascend the slopes of Mount Etna
COMPITO DI REALTÀ
Presenting a package holiday
In small groups, find two examples of a European family package holiday (online or in brochures from a travel agency). Compare the two offers in terms of: • price
• destination and length of stay
• services and activities
Give a short presentation on the two holidays, stating which you think is the best and why.
The Tourism Industry | UNI T 1
25
to
UNIT
1
READY TO GO
1
Which of the following adjectives best describe an email? Why? long − short − fast slow − detailed cheap − expensive friendly − accurate vague − concise courteous informal
sender mittente recipient destinatario blind nascosto (di copia di email) attach allegare
The Tourism Industry Communication in tourism: written communication
Communication is vital within the tourism sector to inform, present, promote and sell. Since tourism is an industry that sells intangible experiences, it is essential that communication tools are used effectively to provide customers with clear information and details about these intangible experiences on offer. Written communication is an important part of working in the tourism sector, whether it is replying to an enquiry, confirming a booking, filling in a registration form or composing a promotional brochure. Apart from evaluating which form of written communication is the most suitable for your purpose, it is also essential to decide whether you need to use a formal or informal tone. Emails and memos are usually informal, while business letters and faxes are normally more formal. There are various standard formats and practices to follow.
Emails Email (electronic mail) is a system of sending and receiving text messages digitally over a computer network, between personal computers, smartphones and similar devices. It is fast, convenient and eco-friendly, provided that you do not print out masses of emails unnecessarily. Emails are so direct and instant that they have changed the way businesses communicate and have led to a decrease in the formality of business correspondence.
FROM: The name and email address of the sender.
Mike Stewart <m.stewart@startravel.co.uk> Anne Gunnarson <agunnarson@balticcruises.com>
TO: The name and email address of the recipient(s). CC: Carbon Copy. Here you put the address(es) of those you want to share the contents of the message with. The CC recipient’s name is visible to all recipients.
DATE: The date and time the message was sent.
Tourism in PRACTICE
Ms K. Harrison <k_harrison@globetrotters.com>
15 September 20.. 11.26 a.m.
Request for information
BCC: Blind Carbon Copy. A list of addresses which will also receive a copy of the message, but whose names are not visible to the other recipients. The BCC recipients can see the To and CC addresses.
ATTACHMENTS: You can attach pictures, documents or links to your email.
Dear Ms Gunnarson, We were given your contact details by Ms Harrison from Globetrotters, who has done business with your company in the past. We are a travel agency based in Brighton, with over 15 years’ experience, and we would like to be able to offer high-quality cruises in Scandinavia to our clients. Could you please send us details of your current packages, with all the relevant terms and conditions? We look forward to your reply. Kind regards, Mike Stewart
SUBJECT: A short title for the email which refers to its contents. BODY: The message.
Phraseology 2 Find the equivalent expressions in the above email. 1 Ms Harrison gave us your name. We were given your contact details by Ms Harrison. 2 Our travel agency has been in business for more than 15 years.
26
UNI T 1 | TOURISM IN PRACTICE
3 We are interested in offering… 4 Would you mind sending us…? 5 Looking forward to hearing from you. 6 Best regards,
ACT IV IT IE S
PASSEPARTOUT WRITING AN EMAIL OR LETTER Opening and closing salutations
OPENING SALUTATIONS INFORMAL
UK & US UK
FORMAL US
CLOSING SALUTATIONS
Dear Jack/Jennifer,
Best wishes, / All the best,
Dear Mr/Ms Fordham,
Yours sincerely, / Best/Kind regards, / Regards,
Dear Sir/Madam, / Dear Sirs,
Yours faithfully, / Yours truly, / Best/Kind regards, / Regards,
Dear Mr/Ms Fordham,
Sincerely, / Sincerely yours, / Yours cordially, / Cordially, / Best/Kind regards, / Regards,
Gentlemen: / To whom it may concern:
Truly yours, / Very truly yours, / Best/Kind regards, / Regards,
Body of the letter • I am writing in relation to/to enquire about… • Many thanks for your letter of 17th September 20.. • With reference to your letter dated 11th November 20.. • We are one of the largest groups of hotels/resorts in… • Our company specialises in… • Enclosed you will find our latest brochure for winter sun holidays.
• We would be grateful if you could… • We hope to welcome you to our hotel/on board one of our cruises in the near future. • Thanking you in advance for your kind assistance… • Please do not hesitate to contact us. • We look forward to hearing from you. • Looking forward to receiving a prompt reply.
ALTERNANZA SCUOLA-LAVORO
Writing – PROFESSIONAL COMPETENCES
3 Look again at the letter on page 26 and write an email to Anne Gunnarson. In your email, you should include: • how you heard of the company; • why you are contacting them;
• some details of your company; • a request for their current brochure.
Memos A memo (or memorandum – plural: memorandums/memoranda) is a short note informally conveying minimal information from one person, department or office to another. They can be on paper or electronic. Memos are used to tell employees about changes in procedures, rules or policy, or else for a specific purpose like a request to attend a meeting. Memos do not usually contain greetings or closing salutations. Use contractions and abbreviations. Imperatives can often be used.
Cardiff Tourist Office
MEMO
The subject should be brief and specific, relating to the purpose of the memo.
From: Jackie Pladstow, General Manager To: All staff Date: 18 February 20.. Subject: Staff Meeting There’ll be a staff Meeting at 12.30 p.m. on Thursday 21st February. This is preparation for welcoming the fans for the next Six Nations Rugby Match at the Millennium Stadium. Over 25,000 fans will arrive for the match so we need to be ready. Thanks for your co-operation.
State the most important points first and then move on to the details. The text should be clear and to the point. Use short sentences.
Writing – PROFESSIONAL COMPETENCES 1
PET You are the manager of a travel agency. Write a memo (35-45 words) to all the staff to inform them of a meeting. You should include:
• when the meeting is;
• what the meeting is about;
• why it is important to attend the meeting.
The Tourism Industry | UNI T 1
27
Formal letters A formal letter has strict rules of composition. It should be correct, courteous and well organised. Here is an example:
Letterhead or heading
B&H
B&H Luxury Coach Hire 85 Melrose Terrace Milton Keynes, MK9 2EL Tel: 01908 689584 Fax: 01908 689588 Email: info@bhhire.co.uk
Luxury Coach Hire
References Date of writing Recipient’s address Attention line (optional) Opening salutation
Your Ref: SG/rw – 18th October 20.. Our Ref.: 21st October 20.. Siler Group PLC 52 Banbury Road Stratford-upon-Avon Warwickshire CV35 0RW Att: Ms Rose Wallace Dear Ms Wallace,
Subject line
Quotation for coach hire We were pleased to receive your enquiry regarding coach hire for the group of twenty delegates attending your next conference. All our coaches are a maximum of two years old, with air conditioning, WC and free Wi-Fi, to ensure an extremely comfortable journey for all passengers.
Body
On the basis of your request, we enclose our best quotation for coach hire for five days, with full insurance and comprehensive breakdown cover. Please do not hesitate to contact us if you would like to make any changes to this or if you require further details. We look forward to doing business with you.
Closing salutation Signature Position in company Enclosures
Yours sincerely,
Ed Murray
Customer Services Manager Encl. (1)
quotation preventivo enquiry richiesta di informazioni enclose alleghiamo
Ms is now the most common title for women, although Mrs can be used for a married woman and Miss for an unmarried woman.
Reading comprehension 1
Read the letter and answer these questions.
1 Who is sending the letter? 2 What is the name of the company he works for? 3 What kind of company is it?
28
UNI T 1 | TOURISM IN PRACTICE
4 Who is the recipient of the letter? 5 What company does she work for? 6 What is the purpose of the letter?
Dear Sirs,
THE BODY OF THE LETTER Opening paragraph
The first paragraph states the purpose of the letter. It also refers to any previous correspondence or dealings.
Middle paragraphs
The middle paragraph or paragraphs are the main points of the letter, for example giving information about a company, specific details of a request or an explanation for a problem. Each point or theme should be in a new paragraph.
We are a leading luxury hotel group in Italy, with over 30 hotels across the country, and we would like to propose our hotels for your customers interested in visiting Il bel paese. All of our hotels are located in either breathtaking countryside, such as those in Tuscany and Le Marche, or in the historical centres of our country’s most famous cities, such as Turin, Rome and Palermo. We have been in operation for over 10 years and have built up an excellent reputation for high-quality amenities and top-class customer service. Our restaurant in Rome, for example, has just been awarded a Michelin star. Please browse our website www.grandihotels.it at your convenience in order to view the luxury experience we offer. Hoping to start welcoming your customers in the near future, we look forward to hearing from you. Yours faithfully,
Closing paragraph
This suggests a course of action and tells the reader what response is required.
HINTS & TIPS
amenities servizi
The most common way to separate paragraphs is to leave a line between them. It is also possible to indent the first line of each new paragraph.
2 Read the letter and answer these questions. 1 Does the sender know the recipient? 2 Who do you think the recipient could be? Why?
3 What is the purpose of the letter? 4 What details does it contain?
Writing – PROFESSIONAL COMPETENCES 3 Look again at the letter on page 28 and complete this letter of enquiry that Rose Wallace sent to B&H Luxury Coach Hire.
ACTIVITIE S
Reading comprehension
Dear Sirs,
and we are interested in ______________________. We have seen your advertisement in ______________________ _______________. We are organising a ______________________ and require _______ Could you please send us ______________________? In addition, we would like to know ______________________. _______________.
Thank you for your co-operation. We look forward to _______ Yours ______________________, Rose Wallace
4 You work for a travel agency and have a client interested in getting married in the USA. Write a letter (60-80 words) to Carol Vodel at Las Vegas Dreams. In your letter you should: • say that you saw their advert on a website; • request the price for a two-week, all-inclusive package; • ask for further details about the documents needed.
The Tourism Industry | UNI T 1
29
Faxes and electronic faxes Most faxes today are sent directly using a computer, smartphone or tablet and the Internet. There is no additional cost – just the existing data fee – and it is environmentally friendly as there is no need to print out any documents. Given that electronic faxes cannot be signed by hand, it is possible to use electronic or digital signatures. Traditional faxes, sent using a telephone line and a fax machine, can still be useful for those without a computer or an internet connection. They are commonly used by tour operators to automatically send the latest deals to travel agencies to make sure they are fully aware of all the special offers. Companies often have template files or pre-printed forms for faxes, which usually contain the following elements: • the sender’s name, position, company name and fax number • the receiver’s name, position, company name and fax number • the date • the subject • the number of pages • space for the message
GREAT ADVENTURES 121 Kings Road Cambridge CB1 9HF Tel +44 1223 918655 Fax +44 1223 918654 Email: info@greatadventures.co.uk
fax TO:
Sam Nielsen, Hotel Manager, Four Seasons
FROM:
Kevin Linton
FAX:
+1 201 9756 481
DATE: 14th March 20..
NUMBER OF PAGES: 2 (including this one) SUBJECT: Amended booking form
Dear Sam, With reference to our phone conversation earlier today, please find attached the amended booking form. As you can see, I have corrected the number of guests and the arrival date, so there will now be 21 guests arriving on 22nd April for five nights. Sorry for any inconvenience. I look forward to receiving your confirmation. Best regards, Kevin
ACT IV IT IE S
template modello amended corretto
Reading comprehension 1
Read the fax and answer these questions.
1 Who is the sender of the fax? 2 Who is the recipient of the fax? 3 Have they been in contact before?
Writing – PROFESSIONAL COMPETENCES 2
PET Write a short fax reply (about 35-45 words) from Sam Nielsen to Kevin Linton. In your fax, you should:
• thank him for the amended booking; • confirm the rooms are available;
30
4 What is the purpose of the fax? 5 What is the second page of the fax? 6 What action should the recipient take?
UNI T 1 | TOURISM IN PRACTICE
• inform him the new spa will be open for the guests; • make a reference to future business together.
Forms Many commercial documents are forms, such as booking and registration forms, customer data forms, and payment forms. A form, whether it is printed or online, is made up of fields which need to be filled in with specific information. It is important to follow the instructions carefully. For example, many printed forms require you to write in block capitals or to use only black ink. Online forms, on the other hand, often have required fields – normally marked with an asterisk – which must be filled in otherwise the form is not valid and cannot be submitted.
1
ACT IV IT IE S
Vocabulary Match the expressions below to those with the same meaning on the form.
1 fill in _______________ 2 given name _______________
3 family name _______________ 4 ZIP Code _______________
5 check _______________ 6 mandatory _______________
Listening 2
1.4
PET Now listen and complete the form with the missing details.
Reading comprehension
3 Read the note that travel agent Leah Grisham has left her assistant and complete the online form.
Pick up location Type of car
Compact
Economy Medium Large SUV Convention code
Date
Time Time
‹› ‹› ‹› ‹› ‹›
Drop off location
Date
‹› ‹›
* * *
Name
‹› ‹›
Can you book a car for the Wilson’s holiday to the UK? Just in his name Drake Wilson. A compact car is fine – the cheaper the better – and don’t forget to use our convention code 12345. Their flight gets into Heathrow at 15.15 on 14th June, but they’ve changed the departure and they’re now leaving from Manchester on 24th June and want to leave the car at the airport there. The flight is at 10.40. Thanks, Leah
* The Tourism Industry | UNI T 1
31
Communication in tourism: oral communication Oral communication whether face-to-face, on the phone or via web conference is a vital part of any job today. Therefore good oral communication skills – in both your mother tongue and in English – are essential to help you make a good impression, express your ideas clearly and get ahead in the world of work.
Telephone calls Making and receiving telephone calls in a foreign language is one of the hardest things to do in the workplace. As we are unable to see the person we are speaking to, we cannot use non-verbal clues such as eye contact, facial expressions and body language to help us understand our interlocutor. Fortunately, you can learn some standard phrases which will help you to master telephone skills and reduce the anxiety that is so common at first attempts.
Receptionist
Geoff Riley Joanne Wilkins
Phraseology 1
1.5 Read and listen to the phone call and find the equivalent expressions.
1 My name is Geoff Riley. This is Geoff Riley. 2 Can I speak to…? _______________ 3 She isn’t here. _______________
32
UNI T 1 | TOURISM IN PRACTICE
4 Would you like to leave a message? _______________ 5 This is Joanne Wilkins. _______________ 6 Could I have…? _______________
Listening & Phraseology 2
1.6 Listen to this phone call and complete the sentences.
Geoff Riley calls one of his customers, Samantha Cobb, about the last-minute holiday in Jamaica. Samantha Hello. Geoff
Hello. It’s Geoff Riley from TravelEase. (1) ___________ Samantha Cobb?
Samantha Yes, (2) ___________. Geoff
I’m (3) ___________ to tell you that I’ve got the information regarding the holiday in Negril. You can leave from Manchester Airport and it’s only a £30 surcharge.
Samantha Oh, good. Manchester would be perfect. (4) ___________ the hotel? Geoff
The tour operator has confirmed that the resort is Blue Cove, a 4-star hotel right on the beach. There is still (5) ___________ for departures on Saturday the 14th and the 21st, but I suggest (6) ___________ as soon as possible.
Samantha Sure. I’ll come round after work this afternoon. Geoff
We’re open until 7.30 p.m. tonight.
Samantha OK. See you later. Bye. Geoff
3
Goodbye.
1.7 Listen to this phone conversation between a tour operator, Janet Reese,
and a travel agent, James Lang, and answer these questions. 1 What 2 What 3 What 4 What
4
is the purpose of the phone call? is the destination of the holiday? changes are there to the holiday? does James Lang request?
1.7 Listen to the phone call again and write down the expressions for these functions. Then complete the table with other expressions from the previous phone calls.
Answering the phone Introducing yourself Asking to speak to someone Saying why you are calling Closing the conversation
The Tourism Industry | UNI T 1
33
ACT IV IT IE S
PASSEPARTOUT ON THE PHONE Answering the phone
Saying that someone is not available
• Good morning./Hello. Judy Lennon speaking. • Hello. This is Judy. Can I help you? • Speaking! (If the caller has asked for you by name)
• I’m sorry, but Mr Miller isn’t here at the moment/is out of the office/is in a meeting. • I’m sorry, but the line is engaged/Mr Miller is on another line. • I’m afraid he isn’t in today. Can he call you back tomorrow?
Introducing yourself • Good morning./Hello. This is John Boswell from Sun Travel Agency. • My name is John Boswell.
Offering to take/Leaving a message • Would you like to leave a message? • Can I take a message? • Can I take your name and number? • Could you ask Mr Miller to call me back, please? • Can I leave a message for Mr Miller?
Asking for caller identification • May I ask who’s calling? • Could I have your name, please? • Who’s calling, please?
Promising action
Saying why you are calling
• I’ll give Mr Baxter your message as soon as he comes back. • I’ll ask him/her to call you later. • I’ll do it straightaway/at once.
• I’m calling to…/about... • I’m phoning you about… • I’d like to…
If you don’t understand what the other person is saying
Asking to speak to someone
• Sorry?/Pardon? • Could you repeat that, please? • Sorry, I can’t hear you. Can you speak up, please? • I’m sorry I didn’t catch that. • Can you spell that, please?
• Could/May I speak to Mr Miller, please? • I’d like to speak to Mr Miller, please. • Could you put me through to Mr Miller, please? If you keep the other person waiting
Saying goodbye
• Hold on, please. • Can you hold on a moment? • Hang on a second. I’ll see if he’s there. • Sorry to keep you waiting.
• Thank you for calling. • Thanks very much for your help/the information. • You're welcome. Bye.
ALTERNANZA SCUOLA-LAVORO
Speaking – PROFESSIONAL COMPETENCES 5 In pairs, read the instructions and act out the phone conversation.
A You work for the travel agency GetAway. Call the local tourist office. Ask to speak to Mr Greyson. Leave a message asking him to call you back in the afternoon.
B
You work for the local tourist office. Answer the phone. Say Mr Greyson is not in the office. Ask if the caller wants to leave a message. Tell the caller you will give Mr Greyson the message.
Thank the person. Close the conversation Close the conversation.
34
UNI T 1 | TOURISM IN PRACTICE
HINTS & TIPS • Be clear and concise. • Be careful with your pronunciation and speak slowly. • If necessary, ask or give the spelling of names. Note that not everyone uses the international spelling alphabet (Alfa, Bravo, Charlie, Delta and so on) so you might hear people saying ‘S for sugar, F for Freddie’. • Make sure there is little background noise. • Smile! It affects your tone of voice and makes you sound more confident and helpful.
INDIRECT QUESTIONS To make a question more polite, we can use the following expressions: Can/Could you tell me…? / Do you know…?/ I’d like to know… Note the changes in the word order: Could you tell me how much it costs? How much does it cost? Do you know if I can book online? Can I book online? I’d like to know if there are any special offers. Are there any special offers?
1
ACT IV IT IE S
EXPLORE GRAMMAR
Put these words into the correct order to make indirect questions.
1 to know / a brochure / have / I’d like / you / if 2 a supplement / me / is / could you / there / if / tell / ? 3 you / from / which / the flight / know / do / airport / leaves / ? 4 in the office / will / tell me / can you / he / be / when / ? 5 the tour / lasts / I’d like / how long / know / to 6 near / the hotel / do / the beach / if / you / know / is / ?
2 Change these questions into indirect questions. 1 Where can I buy a bus ticket? 2 When does the castle open? 3 Do I need to book in advance?
4 Are there any reductions for students? 5 Is there a bank near here? 6 How long does the journey take?
Speaking – PROFESSIONAL COMPETENCES 6 In pairs, act out mini-telephone conversations for these situations. Sit back-to-back so you can’t see your partner’s face to make it more realistic. Remember to swap roles.
1 CALLER You want to speak to the hotel manager at Hotel Horizon, but he/she is out. Ask when you should call back.
RECEIVER You work for Hotel Horizon. The manager is on holiday and will return next Friday.
2 CALLER You want to speak to Julie Nielsen at Beach Villas, but she is not in the office. Ask for her to call you back.
RECEIVER You work for Beach Villas. Julie Nielsen is not in the office. Ask to take a message.
3 CALLER You call Ewans Coach Hire to ask about the costs of hiring a coach. You need the information urgently.
RECEIVER You work at Ewans Coach Hire. You can send the caller a price list immediately by fax or email.
4 CALLER You call to speak to Mr/Ms Wilson at Top Trips to ask if the details of the day trip to Oxford are ready.
RECEIVER You are Mr/Ms Wilson at Top Trips and you answer the phone. You don’t have all the details ready at the moment but you can send an email tomorrow.
The Tourism Industry | UNI T 1
35
Voicemail
ACT IV IT IE S
Voicemail is a useful tool for both landlines and mobile phones. It allows a company to leave an automatic message regarding information like opening hours or alternative contact numbers, while individuals can leave a personal message for when they are unavailable. Callers can leave a message directly for the person they are trying to contact without the risk that a colleague forgets to pass on a message. Many companies now use an automated information system for answering phone calls in order to direct the caller to the correct department without using a receptionist or switchboard operator. These systems have a recorded message which lists the various services or departments and the relevant number to press.
Listening 1
1.8 Listen to three people leaving voicemail messages for Martin Fleet. Tick (3) which of these points the callers include in their messages.
CALLER 1
CALLER 2
CALLER 3
Their name/position/company The reason for calling Their contact details Their availability
2
1.9 Listen to this automated information system for an airline and write which number (1-5) to press for each option. There are two extra options you do not need.
A
special deals
D
special assistance
36
B
E
change a booking
luggage allowance
UNI T 1 | TOURISM IN PRACTICE
F
C
make a booking
talk to an operator
G
lost luggage claims
Face-to-face communication Many jobs in the tourism industry, from tour guide or travel agent to hotel receptionist and holiday rep (see pages 72-79), are client-facing roles and therefore rely on positive and successful face-to-face communication. While the content and tone of what you say will change depending on the context and how well you know your interlocutor, it is always important to smile and be pleasant and friendly. You should pay attention to your body language – gestures, eye contact and so on, and also respect the other person’s personal space. In addition, since you will often be dealing with people of different nationalities, you need to be aware of any customs to be respected or sensitive topics to be avoided.
Cultural awareness TIME Not everyone gives the same importance to punctuality for meetings. In Britain and Japan, for example, it is very important to be on time, but in certain parts of the Arab world it is standard to be kept waiting. PHYSICAL DISTANCE In the USA and Europe, you shouldn’t stand too close to someone when you are talking. It can seem invasive and off-putting. GREETING There are various ways of greeting people in formal and informal situations and it is best to know the custom for the country or nationality in question: shaking hands (Europe and the US), bowing (Japan), putting your palms together (Thailand) and so on. Hugging and kissing is best left to informal occasions and people you know well in order to avoid offence.
EYE CONTACT This is expected in Western culture and is a sign of interest and engagement with the conversation. In other cultures, especially hierarchical ones like Japan and some Middle Eastern countries, it can be seen as disrespectful or even aggressive.
1
Read the text and discuss these questions in pairs.
1 Can you think of other jobs in the tourism and hospitality industry where face-to-face communication is important? 2 How might what you say change if you know the person you are speaking to?
3 Do you think body language is an important part of face-to-face communication? Why/Why not? 4 Why is personal space important? 5 What foreign customs are you aware of, e.g. for greeting people?
Video
ACTIVITIE S
Reading comprehension & Speaking
2
Watch this video of a conversation in a tourist information office in Dublin and decide whether these sentences are true (T) or false (F). T F 1 The traveller has only just arrived in Dublin. 2 He is worried about getting lost. 3 The day trip he is interested in only takes place in the summer. 4 The tourist guide offers him two alternative trips. 5 She explains how to reach the destination by public transport. 6 The journey will take about 45 minutes.
3 In your opinion, was the tourist information office assistant helpful and efficient? What did she do well? Is there anything she could do differently next time?
The Tourism Industry | UNI T 1
37
ACT IV IT IE S
PASSEPARTOUT FACE-TO-FACE Offering help • Can/May I help you? • How can I help you? • Do you need any help? • What can I help you with today? Asking for information/help • Could you tell me...? • I’d like to know/have… • Have you got any information on…? Giving information • Here is a map of the city centre/the island/the underground.
• Here are some leaflets with information on day trips/ sightseeing tours/the main attractions. • The castle/museum opens/closes at 9 o’clock/7.30 p.m. • Tickets are available online or at the tourist office. • Adult tickets cost £15 and a child ticket is £8.50. • Entrance/Travel is free for children under 5. • You can catch bus 74 to the port/station. • It takes about 15 minutes by bus/on foot. Closing the conversation • Thanks very much for your help/the information. • You’re welcome. • Have a nice day/a good trip. • Enjoy your holiday.
ALTERNANZA SCUOLA-LAVORO
Speaking – PROFESSIONAL COMPETENCES
4 In pairs, act out the following situation. Stand up and move around to make it more realistic. Remember to swap roles. TOURIST You are in Dublin on holiday and would like some information about day trips to Kilkenny.
TOURIST INFORMATION ASSISTANT You work in the tourist information centre in Dublin. Use this leaflet to provide the tourist with the information he/she needs.
FITZPATRICK TOURS - GUIDED DAY TRIP TO KILKENNY Modern, high-quality, air-conditioned touring coaches, with free Wi-Fi Kilkenny's rich medieval heritage is evident in the city's treasure trove of historical buildings and landmarks, exemplified by the magnificent Kilkenny Castle. Kilkenny is arguably the most important medieval city in Ireland, with the current layout of the city clearly grounded in its medieval roots.
Adult Cost e33 per person Student/Child Cost e28 per person 08.45 – 09.00 Depart Dublin (please see our pick up schedule and map) The journey to Kilkenny takes you through some of Ireland’s most spectacular and varied scenery. 10.45 Arrive in the Medieval Capital of Ireland – Kilkenny City Take a Guided Walking Tour of the City (included) through Kilkenny’s medieval side streets and visit the 'Black Abbey'. Lunch (not included) and free time to explore the city, castle and gardens. USEFUL INFORMATION Always wear comfortable shoes (long walks are optional though!) Bring an umbrella – this is Ireland!! Always be at the departure points on time. For the comfort of everyone on board, we will not wait for latecomers. Hot drinks or alcohol are not allowed on board the coach.
38
UNI T 1 | TOURISM IN PRACTICE
16.15 Depart Kilkenny 18.00 Arrive back in Dublin – drop off point Westmoreland Street (near Trinity College)
Communication in tourism: visual communication The tourism and hospitality industry relies on visual aids as promotional and informative tools. Imagine being a tourist in a foreign country where you can’t read the language. How would you know where to catch a bus or find a toilet without the internationally recognised symbols? How could you decide which resort to book without seeing any photos of the location and facilities? How long would it take you to compare hotel facilities if you had to read a long, written list instead of looking at the classic pictograms for the services on offer? Maps, diagrams, photographs, tables, pictograms and symbols are used in printed information like tourist guides, information leaflets, tour operator brochures and in towns and attractions to give immediate and clear information to all visitors or users.
1
Match these common pictograms/symbols to the correct service or facility.
1 2 3 4 5
6 7 8 9 10
taxi bus train lift escalator
A
B
F
J
C
G
K
11 12 13 14
toilets tourist information no smoking restaurant picnic area D
H
L
park castle campsite viewpoint
E
ACTIVITIE S
Vocabulary
I
M
N
Speaking
2 In pairs, think of all the pictograms and symbols a tourist might see from his/her arrival at an airport to checking-in at a city centre hotel. How many did you come up with?
3 What visual aids would you include in... • a brochure for a beach resort? • a leaflet for a historical palace?
• a holiday brochure for a tour operator?
Here are some ideas to help you.
aerial view of the place − interior/exterior photos − maps/diagrams − symbols − graphs − tables The Tourism Industry | UNI T 1
39
UNIT
1
Explore language
Travelling and travellers voyage tourist
flight
itinerary
TYPES OF TRAVEL
holiday
(US vacation)
break
cruise
visitor
TYPES OF TRAVELLER
explorer
excursion
holidaymaker (US vacationer)
passenger
sightseer
The words journey, travel, trip and tour to go on a journey a ten-mile journey / a five-hour journey
I like travelling. What’s the best way to travel? She travels a lot for her job.
verb to set out on a journey
TRAVEL
noun
JOURNEY How long does the journey take?
have a good/safe/ pleasant journey
business trip
day trip the trip of a lifetime
to be away on a trip
40
to go on a trip
UNI T 1 | Explore language
sightseeing trip return/ round trip
They toured the Great Lakes last summer. She has toured extensively in South America.
verb
school trip
TRIP
to take a trip
adjective
unlimited travel international travel air/road/rail travel overseas/foreign travel business travel travel agency/agent travel industry travel guide/brochure travel plans travel sickness travel insurance travel writer
TOUR
noun
adjective
a three-week tour Grand Tour a sightseeing tour a tour of the city a package tour to set off on a tour to go on a tour a tour operator a tour company
1
Look at the mind maps about travelling and travellers on page 40 and choose the correct word to complete these definitions.
1 A ________ is a long trip by sea. 2 A ________ is a journey by plane. 3 The person who visits monuments, historical buildings and interesting places is a ________. 4 A ________ is a short holiday of two/three days.
5 The time when you do not have to go to work or school is called a ________. 6 Someone who visits new and undiscovered places is an ________.
2 Look at the mind maps about the words journey, travel, trip and tour on page 40. Then choose the correct option.
1 I’d like to run a company specialised in business trip/travel/journey. 2 If you live near the south coast of England, it is quite easy to go on a day journey/tour/trip to France. 3 International travel/tour/journey has continued to increase since the early 1960s. 4 It is quicker to journey/travel/tour there by train, but the journey/travel/tour is much more interesting by bus. 5 If you have time, I really recommend going on a tour/trip/travel of the old mining town. It’s fascinating. 6 ‘Did you have a pleasant trip/travel?’ ‘Yes, but the return tour/journey was delayed by four hours.’
3 Decide whether the words in the box are countable (C) or uncountable (U). Then use some of them to complete the sentences below, making any necessary changes.
accommodation U − activity − advice − destination information − leisure − package holiday
− facility − service
− heritage
1 When booking a hotel, many people want to know about the _______________ available, such as a gym or pool. 2 Sustainable tourism is aimed at protecting our natural and cultural _______________ and minimising our environmental impact. 3 It isn’t easy to find _______________ in Sardinia during the summer season. My _______________ is to book early to find a good hotel. 4 _______________ are a product aimed at the mass tourism market. 5 ‘What’s the most popular _______________ for tourists in your country?’ ‘It’s probably the capital city.’
4 Match each verb in the first column to the verb with the opposite meaning in the second column. Then write the noun forms for each verb.
1 increase ________________ 2 improve ________________ 3 damage ________________ 4 strengthen ________________ 5 protect ________________ 6 fall ________________
5 Combine the words from each column to form common collocations.
a b c d e f
neglect rise weaken decrease deteriorate conserve
________________ ________________ ________________ ________________ ________________ ________________
6 Match these words with their synonyms. 1 drawback
a
let
1 inbound
a
operator
2 aim
b
wealthy
2 overseas
b
tourism
3 enable
c
knowledge
3 economic
c
currency
4 affluent
d
destination
4 distribution
d
board
5 accessible
e
goal
5 foreign
e
chain
6 predicted
f
affordable
6 tourism
f
services
7 place
g
forecast
7 tour
g
visitors
8 awareness
h
disadvantage
8 global
h
impact
The Tourism Industry | UNI T 1
41
UNIT
1
Test your knowledge and skills
Why Are Human Travel Agents Still So Much Better Than Websites?
It’s been more than 20 years since Expedia was founded as part of Microsoft, kicking off the online travel market. Today, the industry has grown enormously: from apps like Hopper, which find the best flight at the best time, to Secret Escapes and its bargain luxury holidays, to a range of apps like Trivago, booking all kinds of holidays. But I still want more. I want travel apps to do my thinking for me. It’s not as silly as it sounds. We live in a world where the biggest online travel firms handle bookings for multiple parts of your holiday at once, letting you combine your flights, hotels and even car hire into one booking. Yet, despite the vast amount of data they go through to find you the best price, most require an incredibly specific set of instructions before they’ll get to work. On Skyscanner, for instance, you can find the cheapest flights between London and Tokyo for any given day, avoiding long layovers or non-direct flights. But you have to find out which days are the cheapest, bearing in mind that not every airline flies every day, and flying out and back on the same carrier usually saves you money. And what if your flexibility is more than just about travel times? Suppose you want to do a trip to the West Coast of the US incorporating San Francisco, Las Vegas and Los Angeles: you could fly in and out of any combination of those three airports, but would need to do almost 300 separate searches to find the cheapest holiday.
And what about hotels? What if you save money flying to Las Vegas first, but that week there is a big conference that pushes up the price of a hotel room? Would it work out cheaper overall to switch around the order of your trip? These are all questions which it should be easy to answer automatically, but isn’t. And I’m not alone in wanting this ability. According to travel company Trailfinders, people often just want to go somewhere hot in November and travel agents deal with such ‘vague requests’ very well, ‘although it’s obviously a lot easier if someone knows exactly what they want.’ The strange thing is that some of these online bookers offered similar features in the past, but stopped doing s. Skyscanner, for instance, once allowed you to specify a range of dates for flights, rather than just one. It now allows users on its website, but not its app, to search for flights leaving on a specific day, or a whole month, but nothing in between. Until they do, travel agents still have the advantage. It may not last, but for now it might be worth considering a visit to a human travel agent if you want anything complex from a holiday. Source:The Guardian
Reading comprehension 1
ES Read the article and answer these questions.
4 What does Trailfinders think is the advantage of 1 What can online travel agencies do today? human travel agents? 2 Why isn’t the writer satisfied with online travel 5 What does the writer think is strange about how agencies? online travel agents have changed? 3 If you have a flexible schedule, why is it difficult 6 When does the writer suggest we turn to human to use online travel agencies to plan your holiday? travel agents?
Tourism theory
2 Write two short paragraphs to explain: 1 the business of a tour operator and what package holidays are; 2 the role of a travel agent and why it is important.
42
UNI T 1 | Test your knowledge and skills
Listening & Phraseology 3 Read this conversation in a travel agency and complete the travel agent’s questions (1-5). 1 Travel agent Where ___________________________________? Client _________________. Spain, probably one of the (6) _____________________________________? 2 Travel agent Who Client ___________________________. One adult and (7) _________________________? 3 Travel agent What type of holiday Client A (8) _____________________________________. 4 Travel agent When ____________________________________? Client The middle of (9) ___________________________. ________________________________? 5 Travel agent How much Client Under £ (10) ________________________________.
4
1.10
PET Now listen to the conversation and complete the answers (6-10) with one or two words.
Writing 5
PET You work in a travel agency. Write an email to a tour operator with whom you have already done business. In your email you should:
• ask if their new brochure for Spain is ready; • explain that you have a large group of over 60s interested in a holiday there; • ask for suggestions for the best hotel and deal for them.
Video role play & Speaking 6
7
Watch this video of a tourist asking for information in a tourist information office. Read the prompts on the screen and take the role of the tourist asking for information.
Now watch the full version of the video and compare your answers.
8 In pairs, role play similar conversations between a tourist and a person working in a tourist information office. Use the ideas below to help you, referring to events and places in your local area. Remember to swap roles. Ask about: • cheap accommodation • public transport to another location • a festival or other event
• a sightseeing tour • opening times and ticket prices for a local attraction
The Tourism Industry | UNI T 1
43
ESW
Canada
ITINERARIES
A rail and coach trip across the Canadian Rockies
WESTERN ADVENTURE TOURS Experience the spectacular scenery of the West! This escorted tour takes you from Vancouver through the stunning natural beauty of the Canadian Rockies to Calgary.
Day 1
Spend the day exploring Vancouver, where you can see either the Pacific Ocean or the Coast Mountains from just about everywhere in the city. Cycle along the seawall, relax on the beach, visit the Museum of Anthropology to learn about the First Nations peoples or wander around downtown, with wonderful food and art stalls. Overnight in Vancouver.
Day 2
Leave early in the morning for the scenic train journey to Kamloops. From the panoramic upper level of the train, admire the landscape as it changes from green fields to winding rivers and canyons, forests and peaks. Lunch on board. Overnight in Kamloops.
Day 3
Continue your adventure as the train heads north east into the Canadian Rockies. Admire Mount Robson, the highest peak in the Canadian Rockies, and Pyramid Falls. The climb over Yellowhead Pass takes us into Jasper National Park, a UNESCO World Heritage Site. Lunch onboard. Overnight in Jasper.
Vancouver – Kamloops – Jasper Lake Louise – Banff – Calgary Includes:
• 6 nights hotel accommodation with breakfast • 2 days train travel with lunch onboard • 5 days coach travel
• All hotel/station transfers and luggage handling • National parks entrance fees, guided tours and excursions
Packages start from CAN $3,400
Reading comprehension 1
Read the itinerary on pages 318 and 319 and answer these questions.
1 Which part of Canada does the tour take place in? 2 What are the means of transport? 3 Which two big cities can you see on the tour and how much time is included in each place? 4 What is the landscape like during the train journeys?
318
UNI T 8 | ITINERARIES
5 Are all the tours or excursions mentioned in the text included in the price? 6 What kind of tourist do you think would be interested in this tour? Why?
Day 4
The morning will be spent with our expert guide exploring Jasper National Park. The largest national park in the Canadian Rockies, it is a mountain wilderness where you could be lucky enough to spot grizzly bears, moose, caribou and wolves. Choose one of our optional hiking tours for the afternoon or explore on your own, perhaps on horseback. Overnight in Jasper.
Day 6
A half-day tour of Banff, including the Banff Sightseeing Gondola at Sulphur Mountain to take in the views from 7,486 feet, a trip to Lake Minnewanka and to Surprise Corner, a picture-perfect viewpoint. In the afternoon, discover more of the natural beauty of the area, relax in the hot springs or take our optional panoramic helicopter tour. Overnight in Calgary.
Day 5
Today we change form of transport and take a comfortable coach to travel along the Icefields Parkway towards Lake Louise. Along the way, we stop for an exhilarating ride across the glacier on all-terrain vehicle. Our guide will explain the formation of the glacier and its interesting geological features. In the afternoon, we head for the natural wonders of Yoho National Park, including Emerald Lake and the Natural Bridge over Kicking Horse River. Overnight in Lake Louise.
Day 7
The tour ends with a free day to visit Calgary, a city of sport, culture, good food and nightlife. Your first stop is likely to be the 190 meter Calgary Tower for its 360° view of the city. Head downtown to Stephen Avenue Walk for unique shopping or to Fort Calgary and the Heritage Park Historical Village to learn about the history of the city.
2 Act out this phone conversation in pairs. Remember to swap roles. TRAVEL AGENT You work for a travel agency in Italy and you have two clients interested in a holiday in Canada. Phone Western Adventure Tours to ask for some details of their escorted tour, the availability for May and prices.
TOUR OPERATOR You work for Western Adventure Tours and receive a phone call from an Italian travel agent. Use the above details, and your own ideas, to answer his/her questions and promote the tour.
ACT IV IT IE S
Speaking – PROFESSIONAL COMPETENCES
Internet research & Writing – PROFESSIONAL COMPETENCES 3 Your clients would like to book this tour of the Canadian Rockies but want to spend two days in Vancouver at the start of the tour and two days in Calgary at the end of the tour. They have asked you to prepare a sightseeing itinerary for these days in the two cities. Their requests are for some sport activities, some cultural or historical places to visit, but also plenty of time to get a feeling for the way of life. Go online to research the two cities and prepare your itineraries.
www.tourismvancouver.com/ www.visitcalgary.com/ Canada | ESW
319
ESW
South Africa
ITINERARIES
A city break and safari in South Africa
CLASSIC SOUTH AFRICA TOUR
Explore the vibrant city of Cape Town and the surrounding area, before heading off for a four-day safari in the Kruger National Park. Cape Town: 5 days/4 nights Kruger: 4 days/3 nights
ACT IV IT IE S
Accommodation: 4-star hotel in Cape Town, including breakfast; 5-star safari lodge in the Kruger National Park, with all meals, game drives and recreational activities included.
320
Cape Town – an exciting city with dramatic scenery and a cosmopolitan atmosphere. Your hotel is situated in the Victoria & Albert Waterfront area, a popular zone with tourists and full of shops, markets, restaurants and a fantastic aquarium. An openbus tour around the city is a great way to get your bearings when you arrive and there is plenty to see and do during your 5 days here: a dramatic cable car ride to the top of Table Mountain for breathtaking views; Bo Kaap for its cobbled streets, brightly-coloured homes and local Islamic culture and heritage; a free guided walk around the lush Kirstenbosch National Botanical Garden; the trendy district of Camps Bay for some time on the beach. We also recommend a trip to Robben Island, a Unesco World Heritage Site and memorial to Nelson Mandela and all the others who were imprisoned there, and to the nature reserve of the Cape of Good Hope and Boulders Beach, where you can see a colony of penguins.
Reading comprehension & Speaking 1
Read the brochure on pages 320 and 321 and discuss these questions in pairs.
1 Is this a brochure for a guided tour, an independent holiday or a mix of both? 2 Which two destinations does the itinerary include and how long does it last? 3 What does the price include/exclude? 4 Do you think it offers, as the title of the tour says, a ‘classic’ vision of South Africa? 5 Why do you think the days in Cape Town are left free for guests and those in the Kruger National Park are planned? 6 What is there to see and do in Cape Town? Which of the things mentioned would you choose? 7 What activities are planned for the days in the Kruger National Park? Would you enjoy them? 8 What kind of tourist do you think this holiday would appeal to? Why? ES W | ITINERARIES
Kruger National Park — home to the Big Five An internal flight, lasting about 3 hours, will take you to your safari lodge in the heart of the Kruger National Park. The lodge offers five-star comfort, with luxurious tented suites, and is run following sustainable and environmentallyfriendly policies to minimise its impact on the surroundings. Open-top game drives, with a maximum of six guests, take you into the bush in search of the Big Five – elephants, lions, leopards, rhinos and buffaloes. There will be several game drives, both at sunrise and sunset, which are the best times to spot some of these magnificent animals. Your guides at the lodge will share their knowledge of the parks eco-systems and wildlife, helping you immerse yourself totally in the experience and understand the fragility of the environment. There is also the opportunity to go on a thrilling bush walk at sunrise when you can observe some of the Park’s smaller inhabitants, such as birds, rodents and lizards.
Personalise your holiday with a stay in Johannesburg, before or after visiting Kruger National Park. This incredibly friendly city, which has undergone dramatic urban-renewal projects, offers plenty to see and do. A must-see is the Apartheid Museum which documents the history of South Africa’s chilling period of segregation and oppression and its struggle towards democracy.
Prices from US$1,350 including internal flight from Cape Town to Kruger International Airport, accommodation and activities as stated in the itinerary, airport/hotel transfers. Excluding international flights.
2 Read the brochure again and underline the adjectives and expressions used to describe the accommodation, places and activities.
Internet research & Writing – PROFESSIONAL COMPETENCES 3 Using the description in the brochure and online research to help you, plan a one-day sightseeing tour of Cape Town for one of the following groups:
• A family with two children under 14 who are spending their first full day in the city • A young couple who love sports and adventure and will spend a total of six days in the city • A group of friends, on their third day in the city, who are particularly interested in nature and history
ACT IV IT IE S
Vocabulary
You should indicate the itinerary on a map, provide a short description of the places and give approximate times to spend in each one.
4 The area between Cape Town and Port Alfred is popular for self-drive holidays in South Africa. Plan an itinerary for 8 days/7 nights, choosing which locations to visit and how long to spend in each one. Provide details on the distances/driving times and the type of accommodation that is available along the route.
www.southafrica.net/uk/en/travel South Africa | ESW
321
ESW
India
ITINERARIES
A package tour to the Golden Triangle and Goa
The magic of India Get a taste of incredible India with our guided tour of the Golden Triangle, visiting Delhi, the Taj Mahal, the blue city of Jodhpur and the palaces of Jaipur and Udaipur, before relaxing on the golden beaches of Goa. Add in a day of nature and tiger-spotting and you’ve got all the ingredients for a fantastic holiday of a lifetime.
Highlights
In Delhi, we’ll divide our time between Old and New Delhi. In Old Delhi you’ll visit the historic Red Fort, the Jama Masjid – one of the largest mosques in Asia – and the colourful and bustling Chandni Chowk bazaar. In New Delhi your tour will include the Mughal Emperor Humayun’s Tomb and the stone tower Qutab Minar, both UNESCO World Heritage Sites.
Delhi – Agra Ranthambore Jaipur – Udaipur Jodhpur – Goa
In Agra, we will visit the majestic Taj Mahal, the white marble mausoleum built by Mughal Emperor Shah Jahan in memory of his favourite wife.
During our game drive through a part of the spectacular Ranthambore National Park, you’ll have the chance to spot tigers and many other animals in their natural habitat. Cameras at the ready!
Reading comprehension 1
Read the itinerary on pages 322 and 323 and answer these questions.
1 What kind of itinerary/proposal is this? 2 Which parts of India does the holiday take place in? 3 How detailed is the itinerary for the first part of the trip? Why do you think that is? 4 What can you do in the second part of the holiday? 5 Who do you think the holiday would appeal to?
322
ES W | ITINERARIES
The forts and palaces with their stunning architecture and rich history characterise the next three stops on our tour. With a combination of guided tours and free time to explore on your own, you’ll be able to see the Amber Fort and city palace complex in Jaipur, the magnificent lakefront palace in Udaipur and the blue painted houses and Mehrangarh Fort in Jodhpur.
Packages start from £2,450 per person Inclusions
After a busy first week of sightseeing, you’ll spend the last five days of your holiday in the idyllic location of Goa. Famous for its relaxed and laid back atmosphere, you’ll be completely free to decide how to spend your time. You can lie back on your sun lounger soaking up the sun, walk along the miles of palmfringed sandy beaches, explore the fishing villages, try out watersports and taste the delicious seafood. Tours and excursions to places like a spice plantation, local bazaars and Old Goa, the former Portuguese capital, can all be booked on site.
• International flights in economy class, including all airport taxes and applicable fuel surcharges • Internal flight from Jodhpur to Goa and airport/hotel transfers • 13 nights’ accommodation (on a shared room basis), half board • 8 days’ exclusive air-conditioned transport (coach and train) • Sightseeing as detailed including entrance fees and guides Exclusions • Insurance and visa • Drinks and snacks, laundry and tips • Anything not detailed on the itinerary
2 Read the itinerary again and complete the table with the adjectives and expressions which make the text appealing. ADJECTIVES
EXPRESSIONS
ACTI V IT IE S
Vocabulary
Internet research & Writing – PROFESSIONAL COMPETENCES 3 Choose one of the locations mentioned in the itinerary and do some more research about what there is to see and do there. Then plan a sightseeing tour for one day for one of the following groups, being careful to take into consideration their possible needs and interests: • A group of 25 people, composed of families with teenage children, who are on a two-week beach and city holiday in India • A group of 15 American tourists, aged between 60 and 75, who are on a three-week tour of India • A group of 30 young adults, from different European countries, who are on a budget, DIY holiday in India
https://incredibleindia.org India | ESW
323
ESW
Australia
ITINERARIES
A multi-destination holiday in Australia Golden Wonder Tours
Sydney, Rock and Reef 11 days/10 nights The perfect tour for first-time visitors to Australia Visit three of the country’s most iconic locations – Sydney, Uluru and the Great Barrier Reef. We will organise your international flights, two internal flights and all accommodation on a bed & breakfast basis for the duration of the tour. You are free to decide to add on our guided tours in each location or to make your own itinerary and go off and explore by yourself.
Days 1-4 Sydney The capital of New South Wales is a vibrant city, full of different cultures, amazing food, great shopping and an urban beach style. The famous harbour, Opera House and Botanic Gardens should be your first stop. A sightseeing cruise around the harbour will give you fantastic views of these places, as well as the bridge and city skyline. Close by, you will find the Sydney Tower, with an observation platform, and several interesting museums and galleries, such as the Museum of Sydney. The historical Rocks District, with its narrow lanes, boutiques, markets and cosmopolitan cafés, is the perfect place for a pause for lunch. Some of the best urban beaches to visit are Bondi, Bronte and Tamarama.
Reading comprehension 1
Read the itinerary on pages 324 and 325 and answer these questions.
1 What kind of itinerary is this? 2 Which locations in Australia does it include? 3 Do clients have to follow a particular schedule in each location? 4 How do the three locations differ? What about what you can see and do in each one?
324
ES W | ITINERARIES
5 What expenses are clients going to have on this tour? 6 Do you agree that the tour is suitable for first-time visitors to Australia? Why/Why not?
Days 5-7 Uluru
Days 8-11
The internal flight to Australia’s Red centre takes about 3½ hours. The giant sandstone rock formation of Uluru rises from the surrounding stark landscape of the Outback, and it seems to change constantly as the light alters. Take an escorted tour, particularly evocative at sunrise or sunset, to learn about the history and importance of this place for the Aboriginal people and their culture. Visit the lesser-known red-rock domes of Kata Tjuta or the famous Kings Canyon in Watarrka National Park, too.
A 2½ hour flight will take you to Cairns, where you will be based for the rest of the holiday. It is the perfect base for exploring the world’s largest living structure – the Great Barrier Reef. You can decide whether to view this incredible spectacle of mother nature from the air, with a helicopter ride, from the water, with a boat tour, or below the water with a scuba-diving or snorkelling excursion. Whichever way you choose, it is truly amazing. From Cairns, it is also possible to travel north to see the beaches and rainforests of Cape Tribulation.
Prices start from £2,950* * This is based on two adults sharing a room in low season, with two international and two internal flights and all airport/hotel transfers.
2 Act out this phone conversation in pairs. Remember to swap roles. TRAVEL AGENT
TOUR OPERATOR
You work for a travel agency in Italy and you have two clients interested in a holiday in Australia. They have never been to Australia and wish to spend about two weeks in the country. They would prefer not to drive. Phone the tour operator and ask for suggestions on the best tour, as well as availability and prices for departures in November.
You work for Golden Wonder Tours and receive a phone call from an Italian travel agent. Ask questions to find out about the client’s needs and then use the above details, and your own ideas, to answer his/her questions and promote the tour.
ACT IV I TI ES
Speaking – PROFESSIONAL COMPETENCES
Internet research & Writing – PROFESSIONAL COMPETENCES 3 Your clients would like to book this Sydney, Rock and Reef tour and have asked you to prepare a two-day sightseeing tour of Sydney to help them make the most out of the city and what it offers. They would like to go on a boat trip, try surfing and visit the most important monuments and areas of the city. Carry out some research online or using guidebooks and prepare a suitable itinerary.
www.australia.com/en Australia | ESW
325