English for international tourism  upper intermadiate coursebook

UPPER INTERMEDIATE i J - V L / / ‘t u u / M j y j iiiiniiiiniiiiiiiiiiniiiiiiiiiHiiiiiiiiiiiiiiiiiiii co u rsebo o k OFL INTER.NATIONAL LIRJSM NEW EDITION PETER STRUTT a l w a y s l e a r n i n g Tai ngay!!! Ban co the xoa dong chu nay!!! PEARSON UPPER INTERMEDIATE COURSEBOOK ENGLISH FOIL INTERNATIONAL TOUfOSM TRƯỜNG ĐẠI HỌC QUY NHƠf THƯ VIỆN _ m PETER STRUTT Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world www.pearsonelt.com © Pearson Education Limited 2013 Picture Credits The publisher would like to thank the following for their kind permission to reproduce their photographs: (Key: b-bottom; c-centre; 1-left; r-right; t-top) akg-images Ltd: Erich Lessing 58bc, Francis Frith Collection 8t, North Wind Picture Archives 58cr; Alamy Images: Blue Jean Images 14br, Caro 16t, David Levenson 64t, Don B Stevenson 40t, Garry Gay 59c, Greg Balfour Evans 54r, Inspirestock Inc 73tr, J W Alker / imagebroker 41 cl, John Kellerman 27b, Markus Keller / imagebroker 86bl, Thomas Cockrem 41tr, UpperCut Images 37tr, Viacheslav Khmelnytskyi 24t; Bananastock: lOcl, 70tl; Bridgeman Art Library Ltd: Eduard Hau All rights reserved; no part of this publication may be reproduced, / Hermitage, St Petersburg, Russia 54cr, John Sell / The Higgins Art stored in a retrieval system, or transmitted in any form or by any means, Gallery 8c Museum, Bedford, UK 59cr, John Wycliffe, English School electronic, mechanical, photocopying, recording, or otherwise without I Private Collection / Ken Welsh 58bl, Mitchell Library, State Library the prior written permission of the Publishers of New South Wales 58br, Pietro Antonio / State Russian Museum, St First published 2013 Petersburg, Russia 541, Private Collection 59cl; Corbis: 89b, 41,43, 45, Sixth impression 2019 47tr, Ariel Skelley / Blend Images 72tc, Cardinal 63b, Holden Caulfield / Image Source 18tr, David Clapp / Arcaid 5tc, 54br, David Spurdens ISBN: Coursebook and DVD-ROM Pack / Flame 69tr, Drew Myers / Fancy 681, Helena Wahlman / Alloy 76bl, 9781447923916 Image Source 21b, 32tc, Jose Luis Pelaez, Inc / Image Source 88t, Printed in China (GCC/06) Ken Seet / Comet 43b, Matthew Ashton / AM A 61b, Michael Prince Set in Avenir Light 9.5/12.5pt / Ivy 68bl, Michael Schmeling / imagebroker 34tr, Naho Yoshizawa Acknowledgements / Aflo 84cl, Ocean 30cr, 32bl, 74tr, Pete Oxford / Minden Pictures 35b, RelaXimages / Alloy 80t, Rick Gomez 24bl, Simon Marcus 14tr, The publishers and authors would like to thank Dorling Kindersley for Tim Pannell 48b, Viaframe / Crush 36t; DK Images: 18cr, 32cr, 38tr, permission to use authentic material taken from the Eyewitness Travel 58tr, 59r, 66tr, 82tr, Clive Streeter 79tc, 79tr, Greg Ward 31tr, Leandro Guides.' Zoppe 38c, Lucio Rossi 38cl, 39cl; Fotolia.com: 76tl, 76cl, 79t, 86t, The publishers and authors would like to thank the following people and 106tc, 16, 18, 22tl, 32, 34, 38tl, 33 35 37, 39tr, 61, 63, 65, 67tr, 76, 78, institutions for their feedback and comments during the development of 82tl, 8,10,14tl, 84, ,90tl, ,1 ,1 ,15tr, nyul 100, travelguide 98; the material: Getty Images: Brooke Slezak / The Image Bank 321, Carlo A / Flickr 68cl, Cavan Images / Photodisc 37br, Christian Kober / AWL Images Italy: Lesley ]ane Ray, Caroline Iordan; Poland: Iolanta Regucka-Pawlina 66c, Comstock Images 81tr, Datacraft Co Ltd 20t, Dennis Barnes / (Cracow University of Economics), Agnieszka Rutkowska (Poznan Britain on View 22cr, Digital Vision 44t, Echo / Cultura 75tr, Erik University of Technology); Serbia: Zorica Kovacevic (IH Belgrade Isakson 9cr, EschCollection / Photonica 46tr, Fuse 84cr, George Doyle Syllabus); Spain: María Amparo González Rúa (Escuela Universitaria / Stockbyte 37r, Gonzalo Azumendi / The Image Bank 52cl, Greg de Turismo de Asturias), María del Mar González Chacón (Escuela Elms / Lonely Planet Images 79tl, ImagesBazaar 17cr, Jeff Rotman / Universitaria de Turismo de Asturias); Russia: Tatyana Yefremtseva Photographer’s Choice 84t, John Lund / Marc Romanelli 106tr, Ken (Russian International Academy for Tourism) Chernus / Riser 32b, Michelangelo Gratton / Digital Vision 68t, Mike ‘DK’ and the DK open book’ logo are trade marks of Dorling Kindersley Powell / Stone 70bl, Peter Walton / Photolibrary 18br, quavondo / Limited and are used in this publication under licence the Agency Collection 42tc, Ray Kachatorian / Workbook Stock 75tc, Richard I Anson / Lonely Planet Images 78c, Thomas Barwick / Iconica Author Acknowledgements 60t, Tim Graham 56t, William Albert Allard / National Geographic We arc grateful to the following for permission to reproduce copyright 83b, Yuri Arcurs 60cl; John Foxx Images: 85, 87, 89, 91tr; Library material: Hotel Collection: 25cl; MIXA Co Ltd: lbl; Pearson Education Ltd: 69, 71, 73, 75tr, Jules Selmes 32cl, 52, 54, 58tl; PhotoDisc: 77, 79, 81, Tables 83tr; Photolibrary.com: 77tr, Photoshot Holdings Lim ited: WpN / Table Unitl.l adapted from http://www.nationmaster.com/graph/eco_ UPPA (film D); Rex Features: Sipa Press 25br, West Coast Surfer / tou_arr_by_reg_of_ori_eur-tourist-arrivals-region-origin-europe, World Mood Board 70cl; Robert Harding World Imagery: Ben Pipe 5cl, 51b, Tourism Organization Statistics Database and Yearbook J United Nations Christian Kober 52b, Douglas Peebles 76t, Ellen Rooney 54b, Enzo World Tourism Organization; Table Unitl.3 adapted from http://www Baradel / age fotostock 31c, Frans Lemmens 52t, Jeremy Bright 93b, statcan.gc.ca/tables-tableaux/sum-som/l01/cst01/arts34-eng.htm Mark Mawson 5b, 52tl, Matthew Wakem / Aurora Photos 74-75cr, O Louis Mazzatenta / National Geographic 521, Yadid Levy / age fotostock Text 54bl; Shutterstock.com: 37cr, 37b, 52c, 17,19, 21, 23tr, 24, 26, 30tr, 25, Article Unitl.2 adapted from http://www.tourism.australia.com/en-au/ 27, 29, 31 tr, 40, 42, 46tl, 53, 55, 57, 59tr, 60, 62, 66tr, 68, 70, 74tl, Yuri research/5236_6563.aspx, Tourism Australia; Article Unit5 adapted from Yavmk 5tr, 11c; SuperStock: Axiom Photographic Limited 12t, Bernd www.terminalu.com/editors-column/what-makes-a-good-airport-andRohrschneider / age fotostock 52bl, Blend Images 68b, FI Online 82c, He mic fr r l Ii.iroTn, -™ v -& why-many-have-got-it-wrong/15594/, Louise Driscoll; Extract Unit5.6 adapted from http://www.iom-airport.com/customer/safety.xml, Isle of Man Government ©2012 Crown Copyright The right of Peter Strutt to be identified as the author o f this Work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988 In some instances we have been unable to trace the owners of copyright material, and we would appreciate any information that would enable us to so Illustration Acknowledgments (Rev: b-bottom; c-ccntrc; 1-left; r-right; t-top) Tony Richardson 55, 57 Cover images: Front: 4Corners Images: Guido Cozzi / SIME be, Massimo Ripani / SIME tc; Corbis: Blaine Harrington III b; Getty Images: Stuart Westmorland t; Back: DK Images: Greg Ward bl; Robert Harding World Imagery: Mark Mawson tl; Shutterstock.com: Yuri Yavnik cl All other images © Pearson Education In some instances we have been unable to trace the owners of copyright material, and we would appreciate any information that would enable us to so INTRODUCTION English for International Tourism is a three-level series designed to meet the English language needs of professionals working in the tourism industry and students of tourism in further education The course includes authentic material taken from Dorling Kindersley's acclaimed Eyewitness Travel Guides which explore some of the world's top tourist destinations The course helps you to: • build confidence in professional skills such as dealing with enquiries, marketing destinations, offering advice, negotiating, writing emails and speaking to groups • develop language awareness through an integrated grammar and skills syllabus • acquire the specialized vocabulary needed by tourism professionals • practise language skills in realistic Case studies that reflect issues in the tourist industry today Structure of the Coursebook The Coursebook contains ten units and two Review and consolidation sections Each unit is divided into four lessons The Unit Menu shows you the key learning objective of the lesson Each unit has the same structure: • a vocabulary lesson • a grammar lesson • a Professional skills lesson • a Case study or tourism-related game KEY VOCABULARY The vocabulary lessons introduce and practise many words and expressions required in the tourism industry introduced through either a reading text or a listening By the end of the lesson you will be better able to use the specialist vocabulary in appropriate tourism contexts At the end of each unit there is a Key Word box that provides a selection of words and phrases from the unit and a reference to the Mini-dictionary on the DVD-ROM KEY GRAMMAR In the grammar lessons key aspects of grammar that are essential for progress at this level are presented within an authentic tourism context These lessons include clear explanations and activities designed to help you understand and use the language effectively By the end of the lesson you will be able to use the grammar more confidently For additional support there is a comprehensive Grammar reference at the back of the Coursebook PROFESSIONAL SKILLS The Professional skills lessons provide you with the opportunity to learn and practise effective interpersonal and business skills which are an essential job requirement in the travel and tourism industries You will learn professional skills ranging from dealing with customer enquiries and meeting clients' needs to preparing a guided tour or a presentation CASE STUDIES Each unit ends with a Case study linked to the unit's tourism theme The Case studies are based on realistic tourism issues or situations and are designed to motivate and actively engage you in seeking solutions They use the language and professional skills which you have acquired while working through the unit and involve you in discussing the issues and recommending solutions through active group work Language skills Speaking skills: Each unit provides you with a range of speaking activities The pairwork tasks are designed to provide you with further opportunities to communicate in realistic and motivating tourism-related contexts The Case studies require you to engage in extended communication about topical issues in the tourism industry At each level further speaking practice is available in a tourism-related board game Listening skills: Each unit contains several listening tasks developed around topics related to the travel industry A range of British, American and other international native and non-native speakers are featured, helping you understand how people speak English in different parts of the world Audio scripts of the recordings are available at the back of the Coursebook Reading practice: Reading texts feature regularly in the units providing you with a variety of texts and topics that you are likely to encounter in a tourism context Writing practice: In the writing sections you will write real texts related to the tourism workplace such as emails and tour itineraries At each level there are also writing tasks to help you get a job in tourism Models of text types are available in the Writing Bank at the back of the Coursebook Workplace skills Working with numbers: Throughout the course there are sectiors that help you to manipulate numbers in English, which is a vital skill in the travel and tourism workplace Research tasks: Each unit contains one or more research tasks that encourage you to explore tourism-related issues on the internet or in your local environment Private study Workbook: A separate Workbook with a CD provides you with extra tasks for study at home or in class There are two versions of the Workbook - one with the answer key for private study and one without a key which can be used by the teacher for extra practice in class DVD-ROM: The course has a DVD-ROM designed to be used alongside the Coursebook or as a free-standing video for private study The DVD-ROM is attached to the back of the Coursebook and provides you with five authentic films featuring different aspects of tourism Each film has a printable worksheet, a transcript and a key to the exercises These films give you the opportunity to listen to a variety of native and non-native speakers using English as an international language in five authentic documentary videos Additionally, the DVD-ROM has a comprehensive Mini-dictionary featuring over 300 tourismrelated terms along with their definitions, pronunciation and example sentences The DVD-ROM also contains the MP3 files of the Coursebook audio material Professional exams English for International Tourism is recommended preparation for the LCCI English for tourism exams (www.lcci.org.uk) W ORLD MAP Peru p 82-83 The Galapagos p 34-35 D V D -R O M FILMS o Viking events Q Nature Air in Costa Rica Puntacana: A Caribbean resort The Erie Canal (USA) Sustainable golf CONTENTS Vocabulary Grammar Unit antinuous aspect £ 10 Trends in tourism T ne history of tc)urism P Case study Professional skills Using visuals p 12-13 Tailor a package p 14-15 Tourist motivations F>ush and pull factors F) p 8-15 CDescribing visuals FD 13 j~2 1: iet the message Countable and uncountable nouns p 16 Advertising and publicity p 16 Maintaining a I website p 20 Improve a media profile p 22-23 Web words 16-23 P-17 Collocations p 19 Hotel branding p 24-31 Making predictions Brands and brandinq degrees of certainty ' p 24 ' p 26 Boutique hotels p 25 Creating a business plan p 28-29 Invest in a hotel p 30-31 Hotels of the future p 26-27 Reporting verbs p 35 Sustainability Tourism and community p 33 Chairing a meeting p 36-37 Develop an eco-resort p 38-39 Ecotourism p 34-35 p 32-39 Verb + noun collocations p 36 I Come fly with me The passive p 43 p 40-47 _ R eview and so lid atio n p 48-51 | Airport facilities p 40-41 Dealing with difficult situations p 44—45 Airport security procedures p 42-43 , Develop airport infrastructure p 46-47 C O N TEN TS Vocabulary Gram m ar leritage Talking about the past p 53 52-59 Describing a heritage site p 53 Professional skills Case study Working as a tour guide p 56-57 Design a museum exhibition p 58-59 Understanding contracts p 64-65 Make a festival profitable p 66-67 Architecture p 55 Guiding expressions p 56-57 lanaging events Hypothetical situations p 61 60-67 Collocations with event p 60 Event management p 62-63 Contracts p 64-65 areers Dependent prepositions Applying for a job p 68-70 P- 71 Remuneration p 69 68-75 Interviews p 72-73 Recruit the right person p 74-75 Adjectives describing personality p 70 Relative clauses P-79 Food p 76 Giving feedback p 80-81 astronomy Culinary tourism 76-83 P- 77 Plan a new itinerary p 82-83 Describing food p 78 Modal verbs p 87 sk Types of risk p 84 Risk prevention p 84 84-91 Dealing with crises p 88-89 Game: The Olympic Game p 90-91 Adventure sports p 86 iview and consolidation p 92-95 riting bank p.96-101 Pairwork files p 102—110 Grammar reference p 111—115> Audio script p 116-128 Grammar: continuous aspect Vocabulary: tourist motivations, describing visuals Professional skills: using visuals ! Case study: Getaway Travel - tailor a package Reading THE HISTORY OF TOURISM Read about the history of tourism and put the paragraphs in chronological order (1-6) A * _ W ith a great deal of time to spend in leisure D Tourism, in the modern sense, dates back to pursuits - under Emperor Claudius, there were 159 public holidays - the Roman aristocracy had ample opportunity to go out of town for pleasure and relaxation The most popular destination was the Bay of Naples, just four days' journey from Rome down the paved Via Domitiana With an itinerarium - a list of villages and cities and the distances between them, which could be purchased I from a street vendor - visitors knew in advance I what facilities their chosen accommodation offered | the nineteenth century, when Thomas Cook first exploited the opportunity for short organized trips In 1845 he chartered a train and offered a 150-km excursion with pre-paid accommodation and a list of department stores to visit It was not long before he was taking parties to Switzerland, Italy, Egypt I and the United States on all-inclusive tours.*I E The early twentieth century was the golden age for the luxury cruise industry Places like Havana, Miami and Beirut always had a ship in port, with passengers on 'cruise and stay' voyages But holidays abroad were still only for the affluent and it was not until the 1970s and 80s that ordinary people who wanted to g et away and enjoy themselves abroad were able to so Mass tourism was beginning to take off B During the Age of the Enlightenment in the eighteenth century, it was fashionable for young aristocrats to travel around Europe for up to three years in order to visit and study great works of art and architecture and to improve their education This was known as the Grand Tour and took place | i in Paris, Florence, Rome and Venice i _ j F Getting from A to B in the Middle Ages was j C Throughout history, people have always found reasons to travel The Olympic Games gave the j ancient Greeks an opportunity to leave home every i four years to watch the competitions They also | travelled to temples erected in honour of the god of healing and medicine, in the hope of being cured j I often difficult and dangerous but pilgrims traversed long distances to visit the Holy Land or famous shrines, such as the one at Santiago de Compostela in Spain, and this created a demand for inns and hostelries for an overnight stay Read the texts in Exercise again and tick (✓ ) the reasons for travel mentioned amusement _health sport visiting friends and relatives business religion education shopping Speaking TOURISM DEVELOPMENTS In w h at ways you think th e tourism industry has changed since the 1970s? Discuss with a partner Think about the factors below đ types of holiday ã choice of accommodation • advances in technology • transport infrastructure choice of destinations ° the profile of tourists Tell your p artner about th e holidays you had as a child and the holidays you have now H ow are they different? Listening TOURIST MOTIVATIONS Listen to Paul Henley, a representative o f the United Nations W orld Tourism Organization, talking about why people travel and tick ( / ) the reasons he mentions W h at examples does he give o f these reasons? to escape from their daily routine to find out how other people live to visit friends and relatives to realize an ambition ô to acquire social status en» Listen again and com plete w hat Paul says First of all, they want to recharge their batteries, ju s t1 _ , chill out and then come b a ck2 A couple has been saving up for a long time in order to go on a round-the-world cruise We could call this /3 I think people often travel to so that when they come back, they can 5_ their colleagues, friends or family I'm afraid most tourists don't actually _with the local population, except very superficially !1EE3- N ow listen to Paul talking about 'push' and 'pull' factors in tourism m otivation and com plete the table Push factors Pull factors cheaper cost of living love and romance v Speaking PULL FACTORS W ork in pairs Discuss the pull factors that motivate tourists to come to your country Ask members of the older generation about the kinds of holiday they had Report back to the class Compare and discuss your findings It is believed/considered/said/thought Do not use would in the if clause You can use it is believed/considered/said/ th ou gh t follow ed by a that clause to make speculative statements about the past This is a common feature of guided tours when ancient monuments and rumoured events are described If she h a d sp oken to me earlier (NOT If she It is th o u g h t (that) the king o f France slept in this room It is b e lie v e d (that) the bell tower was a later addition It is said th a t the princess fell in love with one o f her servants would have spoken ) We can change the order of the clauses in conditional sentences I m ight have been able to help if she had spoken to me earlier She w ouldn't have missed her connection if the plane had arrived on time In formal contexts, you can om it /fand use had + subject + past participle H a d yo u k n ow n about the situation, what w ould you have done? Hypothetical situations Use the third conditional to talk about imaginary past situations Use the past perfect in the if clause and w ou ld/co uld /m ig h t + have + past participle in the main clause I f she h a d s p o k e n to me earlier,; / m ig h t have been able to help I f they h a d n 't ta k e n out insurance, they c o uld n't h a v e g o t th eir money back You can also use mixed conditionals to talk about present hypothetical situations I f my boss h a d n 't g iv e n me a bad reference, I w o u ld have a much better jo b now If our previous chief executive h a d s ta y e d with us, our company w o u ld b e market leader When describing a hypothetical situation, you can sometimes replace a past perfect construction with if it weren't for I f the plane h a d a rriv e d on tim e, she w o u ld n 't If it w e re n 't fo r Sushila, I w ouldn't have m anaged h a v e m is s e d her connection to get everything ready on time (= lf Sushila hadn't helped me ) What w o u ld you have d o n e if you h ad know n about the situation? It is also possible to use but for B ut fo r Sushila, / w ouldn't have managed to g e t everything ready on time Dependent prepositions There are many verbs, adjectives and nouns which are followed by specific prepositions and it can be difficult to choose the right one The table below gives examples of some of the more common combinations Verbs fo r I a p o lo g is e fo r being late She's responsible fo r health and safety What's the reason fo r the extra charge? Sydney is fam ous fo r its opera house We have a re p u ta tio n fo r luxury holidays at affordable prices She was a b s e n t from work yesterday It makes a ch ang e fro m the usual routine We're s u ffe rin g fro m the com petition Our services are d iffe re n t from those o f our competitors p ro te c tio n fro m the wind I d o n 't a p p ro v e o f overbooking This painting is typ ical o f the artist's work The id ea o f working for an airline appeals to me I wasn't a w a re o f the new regulations There's little chance o f getting tickets now The outcome doesn't d e p e n d on me She likes Italian cooking but she's n ot k e e n on French cuisine on our sales We all c o n g tu la te d her on her prom otion Your pay is d e p e n d e n t on your work experience What are your view s on the future o f tourism? , They say the region's economy is h e a d in g fo r disaster from This spray should p r o te c t you fro m mosquitoes of Nouns Adjectives What d id she accuse you o f doing? It's a lovely secluded beach with The recession has had no e ffe c t f " Verbs in to Nouns The campaign succeeded in Are you in te re s te d in going on a boosting bookings g u id e d tour? There has been an increase in the num ber o f Chinese visitors O ur com pany specializes in adventure tourism The candidate was lacking in experience There's been a great deal o f in te re st in our campaign She d id n 't resp on d to my email A four-star hotel is su pe rio r to a tw o-star one Hard work is the key to success They in v ite d all th eir friends to th e ir party w ith A djectives I d o n 't agree w ith you How are you co p in g w ith the extra workload? A small group is p re fe b le to a large one Are you sa tisfied w ith your stay so far? I'm pleased w ith your work What was your reaction to the idea? We're having problem s w ith our supplier Do you need any help w ith the preparations? ^ _ - V Relative clauses There are tw o kinds o f relative clauses: defining and non-defining Defining relative clauses A defining relative clause makes it clear which person or thing we are talking about The person w h o /th a t gave m e m y firs t jo b was a genius, (identifies a specific person) The pyramids w h ic h /th a t w ere b u ilt u n til the T hird D ynasty were made o f m ud and brick, not stone, (identifies particular pyramids) Use who or that to refer to people Use which or that to refer to things Use whose to refer back to people or things it was a m eeting whose p urp o se I fa ile d to understand (= I failed to understand its purpose.) N on-defining relative clauses A non-defining relative clause has extra, nonessential information In this type of clause, use who, which and whose but not th a t The relative clause is separated from the main clause by commas Hanna, w ho is o u r rece ptio nist, will show you around the building The Rosetta stone, w hich was fo u n d in 1799, enabled Champollion to decipher the hieroglyphs Leonardo da Vinci, whose p a in tin g o f the Mona Lisa is w orld-fam ous, was a great Italian artist and sculptor You can use which to refer back to a whole clause I m afraid we've missed our train, which means w e 'll be late Modal verbs SPECULATING You can use the modal verbs may, might, could, should and must to say what you suppose to be true about the past or the present For example, someone asks, 'Where is Juliette?' You could answer: She m a y /m ig h t/c o u ld be in the back office (= It's possible.) She sh o u ld be in the back office (= It's reasonably certain.) She m ust be in the back office (= It's pretty sure.) She ca n't be in the back office She called me from home five minutes ago (= It's impossible.) To refer to the past, use modal verb + have + past participle For example, someone says, 'I can't find Juliette anywhere.' You could respond: She m a y /m ig h t/c o u ld have gone out (= It's possible.) She m ust have gone out (= It's pretty sure.) She ca n't have gone out She was right here a minute ago (= It's impossible.) It is not possible to use should to speculate about the past Should + have + past participle expresses criticism She sh o uld have gone out (= It was wrong for her to stay inside.) It is also possible to speculate about the outcome of past situation by using a third conditional If I had anticipated the market trend a year ago I c o u ld /w o u ld / m ig ht have m ade a fortune AUDIO SCRIPT Unit 1.1 I = Interviewer, P = Paul Henley I C a n I a sk y o u a s im p le q u e s tio n , M r H e n le y ? W h a t m o tiv a te s p e o p le t o c h o o s e t o g o o n v a c a tio n ? P A c tu a lly , it's n o t s u c h a s im p le q u e s tio n B u t it's a v e ry im p o r ta n t q u e s tio n b e c a u s e u n d e r s ta n d in g w h a t m o tiv a te s p e o p le to v is it s p e c ific p la c e s a n d d o s p e c ific th in g s h as m a jo r e c o n o m ic c o n s e q u e n c e s I th in k w e c a n id e n tify th re e m a in re aso n s w h y p e o p le tra v e l fo r le is u re F irst o f all, th e y w a n t t o re c h a rg e th e ir b a tte rie s , ju s t g e t away, c h ill o u t a n d th e n c o m e b a c k re fre s h e d So, f o r in s ta n c e , th is m ig h t b e a s h o r t b re a k t o a c a p ita l c ity lik e R om e S e c o n d , th e y m a y b e f u lfillin g a d re a m F o r e x a m p le , a c o u p le has b e e n sa v in g u p fo r a lo n g tim e in o r d e r t o g o o n a r o u n d - th e - w o r ld c ru is e W e c o u ld ca ll th is 'w is h fu lfilm e n t' A n d th ird ly , I th in k p e o p le o fte n tr a v e L to g a in p r e s tig e so th a t w h e n v a c a tio n s : a lo t o f it is n o w p e rs o n a liz e d e x a m p le , r e p re s e n t, as in 'T h is b a r c h a r t a n d d o n e o n lin e T h e H ig h S tre e t re ta il re p re s e n ts th e n u m b e r o f t o u r is t a rriv a ls tra v e l a g e n t h a s n 't d is a p p e a re d y e t b u t is in th e w o rld 's m o s t v is ite d c o u n tr ie s ' O r d is a p p e a rin g M a n y tra v e l a g e n c ie s h a v e s h o w , as in 'T h e p ie c h a r t s h o w s v is ito r g o n e o u t o f b u s in e s s s in c e th e a d v e n t o f in te r n e t b o o k in g s a rriv a ls fo r th e p e r io d in q u e s t io n ' O r y o u I Yes, th a t s tru e W h a t o th e r tre n d s h ave y o u id e n tifie d ? s h a d e d s e g m e n t p o r tr a y s t h e n u m b e r M T h e re 's d e fin ite ly b e e n a g r o w in g tr e n d to w a rd s m o re s u s ta in a b le to u ris m , in p a rtic u la r, a d v e n tu re to u ris m in c o u n trie s w h e re th e re h a s n 't y e t b e e n a s ig n ific a n t to u r is m in d u s try So, g o v e rn m e n ts in a lo t o f e m e r g in g c o u n trie s are tr y in g t o a ttra c t fo r e ig n d ire c t in v e s tm e n t - c o u n trie s lik e B h u ta n , N ic a g u a , th e D o m in ic a n R e p u b lic o r Sri Lanka A s a re s u lt, re m o te areas are b e in g o p e n e d u p , jo b s are b e in g c re a te d a n d re v e n u e s are b e in g b e e n t o s o m e e x o t ic d e s tin a tio n lik e E a s te r Is la n d o r th e A n ta rc tic , th e y h ave s o m e th in g t o ta lk a b o u t, t o w o w p e o p le w ith O K , b u t m a y b e th e re are m o re n o b le re a so n s, lik e g e t tin g to k n o w p e o p le w h o liv e in a n o th e r c o u n try o r le a rn a b o u t a d iffe r e n t c u ltu re P Yes, b u t I'm a fra id m o s t to u ris ts d o n 't a c tu a lly s o c ia liz e w ith th e lo c a l p o p u la tio n , e x c e p t v e ry s u p e rfic ia lly In fa c t, th e y p r o b a b ly s p e n d m o s t o f th e ir tim e o n th e b e a c h o r s h o p p in g 1.2 fo r e x a m p le , 'T h e re d o f v is ito rs fr o m N e w Z e a la n d d u r in g th e fir s t s e m e s te r.' A n o th e r u s e fu l v e r b is illustrate, as in 'T h e lin e g r a p h illu s tr a te s th e p e r c e n ta g e c h a n g e in p r o f it s o v e r th e la s t fe w y e a rs ' A n o th e r u s e fu l w o r d is breakdown, m e a n in g 'a lis t o f a ll th e s e p a te p a rts o f s o m e th in g ', as in 'T h e ta b le g iv e s us a b r e a k d o w n o f re s id e n ts e n te r in g C a n a d a b y la n d , a ir a n d s e a ' A ll th e s e are u s e fu l w ays o f r e fe r r in g t o th e im a g e y o u 'r e ta lk in g a b o u t 1.5 a d v e n tu re to u ris m a n d e x tre m e s p o rts in H = Hannah, E = Expert, D = Dan p a rtic u la r is e x p a n d in g p id ly It a ttra c ts H A s I e x p la in e d o n th e p h o n e , w e 'r e y o u n g e n tre p re n e u rs a n d re s p o n d s t o a g ro w in g c o n s u m e r d e m a n d h o w t o a ttr a c t C h in e s e to u r is ts So, c o u ld lo o k in g fo r s o m e p ro fe s s io n a l a d v ic e o n I W hat about people? Have you seen any y o u te ll us s o m e th in g a b o u t th e p r o f ile o f a c h a n g e s ,n th e p ro file o f to u ris ts a n d th e ir m o tiv a tio n s ? ty p ic a l o u t b o u n d C h in e s e t o u r is t a n d w h a t th e ir m o tiv a tio n s a re? M Yes, th e re 's th e to u ris t's d e m o g r a p h ic p r o N e - th e n u m b e r o f p e o p le o v e r 55 o p e n e d u p , to u r is ts w e re m o s tly p e o p le E W e ll, fo r th e fir s t te n y e a rs , w h e n C h in a has b e e n in c re a s in g s te a d ily in E u ro p e tra v e llin g a b r o a d fo r th e v e ry fir s t tim e so th e n u m b e r o f p a c k a g e s ta rg e tin g ' T h e y w e re th e G e n e r a tio n X, p e o p le b o r n , s e n io r c itiz e n s has b e e n ris in g I a lso th in k let's say, b e tw e e n 196 a n d 1980 A n d th e th e r e s a n o th e r im p o r ta n t u n d e rly in g m a in q u e s tio n fo r th e o p e r a to r w a s h o w t o tr e n d : p e o p le are liv in g u n d e r in c re a s e d e vels o f stress, so th e y 'v e b e e n lo o k in g p u t a p a c k a g e to g e t h e r a t a p r ic e p e o p le c o u ld a ffo rd a n d t h a t m e a n t b a s ic a lly fo r a c tiv itie s to re d u c e th e leve l o f stress r o c k - b o tto m p ric e s F o r G e n e r a tio n X in th e ir lives So, w e ’ve se en a s h ift fro m tra v e lle rs , th e o p p o r tu n it y t o tra v e l a b r o a d re c re a tio n a l to u ris m p ro d u c ts to m o re w as a s ta tu s s y m b o l, a o n c e - in - a - life tim e s p iritu a l e x p e rie n c e s like y o g a o r w e lln e s s th in g a n d th e r e w a s n 't m u c h c o n c e rn fo r I = Interviewer, P = Paul Henley v a c a tio n s ; p e o p le are in c re a s in g ly lo o k u p fo r a m e a n in g to th e ir lives I I'v e h e a rd o f p u s h fa c to rs a n d p u ll I W h a t a b o u t th e fu tu re ? fa c to rs C an y o u e x p la in w h a t th e s e m e a n ? M W e ll, a fe w years a g o p e o p le w e re P S ure, th e p u s h fa c to r is w h a t m a kes portray; g e n e te d T h e c u rre n t tr e n d to w a rd s th e y c o m e b a c k , th e y c a n im p re s s th e ir c o lle a g u e s , frie n d s o r fa m ily So, if th e y 'v e m ig h t use q u a lity b e c a u s e o f th e p ric e fa c to r W e ll, th e re is s till th a t m a rk e t - b a s ic a lly , o ld e r p e o p le w h o w a n t t o v is it as m a n y c o u n trie s as p o s s ib le in te n d a y s a n d are h a p p y to s a ym g th a t th e fu tu re lay in sp ace tra v e l K t ,L ST le ° in to th e m ° o n o r t v J s stay in b u d g e t h o te ls B u t I th in k w e 'r e n o w p r o file o f p e o p le w h o h a v e a lo t o f m o n e y , fo r B ritish p e o p le ; o r a d e s ire fo r a d v e n tu re u t I d o n t th in k any to u ris ts w ill b e S taying o n th e m o o n in th e fo re s e e a b le a n d to e x p e rie n c e an a c tiv ity th a t c a n 't b e fu tu re O n e m a jo r tr e n d I th in k w ill b e th e a n d so o n - w h a t w e c a ll G e n e r a tio n Y fo u n d a t h o m e , lik e a sa fa ri, o r fo r lo v e a n d g d u a l e n d o f lo w -c o s t flig h ts b e c a u s e H In w h a t o th e r w ays a re th e y d iffe r e n t ro m a n c e , lik e a h o n e y m o o n o r a w e d d in g o f ris in g fu e l p ric e s W ith th e incre a se d fro m G e n e tio n X? y o u w a n t to le a ve h o m e , w h y y o u tra v e l It c o u ld in c lu d e th in g s lik e b e t te r w e a th e r, e n te r in g a s e c o n d p h a s e : th e re 's a n e w are ve ry a c tiv e , g o t o e x p e n s iv e re s ta u n ts a b ro a d c o s t o f fly in g , tra v e l w ill d e v e lo p p a lle ls E G e n e tio n Y a re in th e ir m id -2 s a n d I A n d w h a t a b o u t p u ll fa c to rs ? w ith th e s lo w -fo o d m o v e m e n t W e 'll see th e y 're th e h ig h ly -e d u c a te d 'c o n n e c te d ' P T h e se are th e re a so n s w h y y o u c h o o s e m o re a n d m o re an a p p re c ia tio n o f's lo w tra v e , w ith jo u rn e y s b y tra in , b o a t a n d g e n e tio n th a t's a lw a ys b e e n d o m in a te d b ic y c le g a m in g in p o p u la rity P e o p le w i|| b e m o re in te re s te d in th e jo u rn e y its e lf th e r th a n th e restless s triv in g f o r th e n e , ° n th e in te r n e t a n d th e y 'v e a lre a d y a p a rtic u la r d e s tin a tio n It m a y b e b e c a u s e th e d e s tin a tio n is re la tiv e ly e a sy to g e t to , in te rm s o f tr a n s p o r t a n d tim e , o r m a y b e th e c o s t o f liv in g is a ttra c tiv e a n d y o u g e t m o re fo r y o u r m o n e y th a n y o u w o u ld a t h o m e O r m a y b e b e c a u s e th e p la c e is d e s tin a tio n A s th e p o e t TS E hot o n c e said T h e jo u rn e y , n o t th e arrival, m a tte rs ' b y te c h n o lo g y : th e y s p e n d a lo t o f tim e a b a n d o n e d th e c o m p u te r fo r th e s m a rtp h o n e T h e y 'v e p r o b a b ly a lre a d y b e e n to E u ro p e a c o u p le o f tim e s , m a y b e o n b u s in e s s trip s So th e y w a n t to d o a ttra c tiv e in its e lf o r is p u t tin g o n a s p e c ia l 1.4 s o m e th in g m o re in d e p e n d e n t, m o re e v e n t like th e O ly m p ic s o r th e W o r ld C u p V isua ls are p a rtic u la rly u se fu l w h e n yo u ta ilo r - m a d e to c o in c id e w ith th e ir le is u re in te re s ts are ta lk in g a b o u t s ta tis tic s You can use 1.3 I = Interviewer, M = Monica Cheung l So, are th e re any tre n d s th a t h a v e b e e n e m e rg in g o v e r th e last te n y e a rs o r so? M W e ll yes Like e v e ry th in g e lse , th e to u ris m in d u s try is e v o lv in g in m a n y d iffe re n t ways O n e o f th e m o s t im p o r ta n t is th e w ay th a t th e in te rn e t has c h a n g e d the w ay p e o p le o rg a n iz e a n d b o o k th e ir th e m to illu s tra te a re la tio n s h ip o r m a ke a c o m p a ris o n b e tw e e n th in g s , w h ile th e v are a p o w e r fu l w ay to h ig h lig h t a tre n d * So w h e n y o u 'r e g iv in g a p re s e n ta tio n , y o u n e e d t o d is p la y th e visual a n d th e n c o m m e n t o n it so th a t e v e ry o n e kn o w s w h y y o u 'v e d is p la y e d it T h e re are a n u m b e r o f s im p le v e rb s y o u can use to in tro d u c e th e to p ic For D O K , so w h e re a b o u ts in C h in a d o th e s e ty p e s o f to u ris ts c o m e fro m ? C a n w e m a k e any g e n e liz a tio n s ? E A c tu a lly , th e re 's b e e n a c h a n g e in th e p a tte rn In th e p a s t, 80 p e r c e n t o f C h in e s e w e a lth w as in S h a n g h a i a n d B e ijin g , a n d th e o th e r 20 p e rc e n t in s e c o n d a ry c itie s w ith a p o p u la tio n o f less th a n te n m illio n So, m o s t o u tb o u n d G e n e tio n X to u ris ts c a m e fro m th o s e tw o m a jo r c itie s B u t n o w AUDIO SCRIPT it's th e o p p o s ite : p e r c e n t o f t h e w e a lth h a v e so m a n y c u s to m e rs b u t, in fa c t, th e y 'll m e d ia s ite s lik e Y o u T u b e o r F a c e b o o k L ike is in S h a n g h a i a n d B e ijin g a n d p e r c e n t e a rn m o r e m o n e y p e r c u s to m e r a n d th e y 'll if F a c e b o o k w e re a c o u n try , i t 'd p r o b a b ly image based b e th e t h ir d b ig g e s t in th e w o r ld , b e h in d in o th e r p la c e s b e a b le t o b u ild u p a b r a n d D T h a t's im p o r ta n t t o k n o w So, h o w c o u ld o n q u a lity A n d w e c a n p r o v id e th a t q u a lity India and y o u d e f in e th e p r o f ile o f th is p e rc e n t? s e rv ic e fr o m o u r e n d th e g lo b a l in te r n e t p o p u la tio n v is it s o c ia l E W e ll, t h e y 'r e th e n e w ly -ric h U n lik e th e H S o u n d s g o o d I lik e th e id e a o f ta p p in g m e d ia sites o ld e r g e n e r a tio n , w h o ju s t w a n te d t o g o in to t h a t m a r k e t b u t le t's n o t fo r g e t th a t I O K , b u t w h a t a b o u t th e re tu rn o n C h in a A n d a b o u t two-thirds of t o t h e m o s t fa m o u s p la c e s a n d s e e th e m o s t h ig h - s p e n d in g to u r is m c o m e s fro m in v e s tm e n t? C an th a t b e m e a s u re d ? ty p ic a l s ig h ts , t h e y o u n g e r g e n e r a tio n b u s in e s s tra v e l a n d o ffic ia l d e le g a tio n s M W e ll, th e fir s t th in g to r e m e m b e r is is in te r e s te d in s h o w in g t h a t th e y 'v e g o t K S ure O K , le t's n o w d e c id e h o w w e 're th a t u s in g s o c ia l m e d ia is n 't ju s t a n o th e r m o n e y T h e y w a n t t o s ta y in lu x u ry h o te ls g o in g t o re s p o n d t o th a t e m a il fro m F lu a n g fo r m o f a d v e rtis in g w h e re y o u ju s t d e liv e r w ith b ig lo b b ie s a n d b u y lu x u ry b r a n d e d M e n g a n o w th e y w a n t m o re s p e c ia liz e d p ro d u c ts , a m o re a u t h e n tic e x p e r ie n c e - th e y d o n 't ju s t w a n t t o f o llo w th e t o u r le a d e r's fla g m e s s a g e It's n o t a m o n o lo g u e , it's a d ia lo g u e It m e a n s e s ta b lis h in g tw o -w a y g o o d s a n d s o o n T h e y s p e a k E n g lis h a n d c o m m u n ic a tio n a n d in te c tin g w ith th e Unit c u s to m e rs T h a t's w h y d u r in g th e c a m p a ig n e a c h s ta g e w as e n g in e e re d so p e o p le H W h a t k in d o f a u th e n tic e x p e rie n c e d o 2.1 c o u ld n 't re s is t ta lk in g a b o u t it a n d s h a rin g y o u h a v e in m in d ? B = Brad, K = Kristin B So, h as th e w e b d e s ig n e r g o t it u p a n d d ia lo g u e w ith th e m F o r e x a m p le , a fte r E T h e re 's a w h o le n e w m a rk e t f o r s p e c ia l in te re s t g ro u p s , n ic h e to u r is m - a d v e n tu re v a c a tio n s , g o l f v a c a tio n s , n a tu re to u rs , s p o rts , e c o to u r is m , th in g s lik e th a t w e 'd s h o r tlis te d 50 c a n d id a te s , w e in v ite d ru n n in g ? Is it o n lin e ? K I'm tr y in g o u t the b e ta version now This is the URL: it w ith e ach o th e r A n d w e k e p t u p th e h ttp , c o lo n , d o u b le slash , w w w , H O K , th a n k s , th a t's g o o d t o k n o w d o t , tra n s fa re , d o t, c o m B It's ta k in g an a w fu lly lo n g tim e t o lo a d 1.6 O K , th e re are lo ts o f im a g e s s lo w ly coming p e o p le to use a w ild c a rd a n d v o te fo r th e b e s t in d iv id u a l th e y 'd seen O v e r 475,000 v o te s w e re cast I T h e in itia l m o n e y s e t a sid e fo r th e c a m p a ig n was ju s t $1.2 m illio n Can y o u q u a n tify th e b e n e fits of the campaign? I K = Kevin, D = Dan, H = Hannah K O K So, w e 'v e n o w g o t q u ite a lo t o f n ow K M a y b e th is is a s lo w c o n n e c tio n O r w e m e a n , th a t w as a p re tty s h o e s trin g b u d g e t in fo r m a tio n a b o u t tra v e l m o tiv a tio n s , d o n 't h a v e e n o u g h a c c o m m o d a tio n p re fe re n c e s a n d s o o n bandwidth No, the images are probably too big L o o k a t th e th a t th e m e d ia c o v e g e a m o u n te d to Is th e r e a n y th in g e ls e y o u 'v e b e e n a b le t o size o f th a t p la n e ! O K , h e re w e are It says, a b o u t $ m illio n So, th e re tu rn o n up in v e s tm e n t w as p h e n o m e n a l a n d th e r fin d o u t? D a n ? 'S k ip in tro ' D Yes A s w e k n o w , m o s t C h in e s e v is ito rs B W h y is th e r e an in tr o d u c tio n ? K S e a rch m e ! I d o n 't k n ow OK, here we g e n e lly s ta y in re la tiv e ly c h e a p h o te ls a n d th e c a te rin g is n o t im p o r ta n t T h e y re a lly d o n 't lik e th e k in d o f fo o d w e e a t th e y m a y tr y E u ro p e a n d is h e s o n c e a n d th e n ju s t a v o id th e m T h e y o fte n e a t o u t to g e t h e r in a g o o d lo c a l C h in e s e re s ta u n t are - here's th e home page B Wow! L o o k a t a ll th o s e d iffe r e n t c o lo u rs ! A ll th e h e a d e rs are in different colours It looks awful - the layout's te r r ib le ! A n d th e r e are t o o m a n y fo n ts a n d fo n t sizes K Yeah, it's g ro s s ! A ll rig h t, let's tr y a d r o p ­ H S h o p p in g is v e ry im p o r ta n t It's a s ig n d o w n m e n u W h e re 's th e c u rs o r g o n e ? O h , o f p r e s tig e t o ta k e b a c k E u ro p e a n lu x u ry h e re w e a re: 'A b o u t us' B There's an e n o rm o u s amount g o o d s lik e G u c c i, B u lg a ri a n d Yves S a in t of text to L a u re n t T h e y 're s ta tu s s y m b o ls read; I'm not sure I'd want to a ll th a t L o o k , th e re 's a lin k t o a v id e o - try D A s m o s t o f th e m are o n a fir s t- tim e vis it, it's im p o r ta n t to in c lu d e vis its to th e u n e x p e c te d T h e n u m b e rs are a ctu a lly p r e tty s ta g g e rin g W e re a c h e d a g lo b a l a u d ie n c e o f o v e r th r e e b illio n , th e re w ere jo b applications from 197 c o u n trie s a n d 4,6 84 o n e - m in u te v id e o s w e re u p lo a d e d A t le a s t o n e p e rs o n fr o m e very c o u n try in th e w o r ld a p p lie d F o r th e w e b s ite w e h a d ,8 89 ,4 5 p a g e view s, w ith each p e rs o n s p e n d in g an a v e g e of 8.62 m in u te s on th e s ite I th in k y o u 'll a g re e th a t's K So a n y p a c k a g e s h o u ld fo c u s o n s h o p p in g o p p o r tu n itie s H D e fin ite ly M W e ll, yes, it was, a n d w e 'v e e s tim a te d s c ro ll d o w n pretty im p re s s iv e ! I S ure! B u t p e rh a p s w e s h o u ld n o w tu rn to th e w ays in w h ic h c lic k in g o n th a t 2.3 K W here? B There K I c a n 't se e a lin k O h , O K R ig h t, it's G o o d m o rn in g , e v e ry b o d y a n d th a n k you fo r c o m in g T o d a y I'm going to talk to yo u it is to maintain a n d a b o u t h o w im p o r ta n t c u ltu l ic o n s o f th e c o u n try , lik e th e T o w e r lo a d in g now im p ro v e y o u r w e b s ite E v e ry b o d y has a o f L o n d o n o r th e E iffe l To w er B It's taking its time! K 'P la y ' N o th in g 's h a p p e n in g B It's s tu ck C lic k o n th e 'Back' b u tto n w e b s ite a n d it's a w in d o w H Yes, a n d th e y a ls o w a n t all th e v is ito r in fo r m a tio n to b e in th e ir o w n la n g u a g e K M a n d a rin H Yes, b u t m a y b e s o m e o th e r d ia le c ts as w e ll It d e p e n d s w h e re th e y 're c o m in g fro m N o t e v e ry o n e s p e a k s M a n d a rin K I th in k th e re c o u ld b e a b ig m a rk e t fo r sem i-F ITs D Sorry, se m i-F IT s? K Yes, FIT, Fre e In d e p e n d e n t T ve lle r; so se m i-F IT s w o u ld p r o b a b ly tra v e l w ith th e ir o w n b ilin g u a l g u id e b u t n o t so m u c h in a o f th e b ro w s e r a n d w e 'll h a v e a lo o k a t a n o th e r page K OK W h a t's th is ? 'In te r n e t Explorer cannot display the w e b p a g e ' B O K , g e t o u t o f it a n d w e 'll tr y a g a in K I c a n 't T h e p ro g m 's c s h e d I'll have to b o o t u p th e c o m p u te r again 2.2 I = Interviewer, M = Mark Scholl I Mark Scholl, y o u w e re in v o lv e d in g ro u p D O K So h o w c o u ld th is s e m i-F IT m a rk e t th e fa m o u s b e e x p lo ite d ? The best job in the world campaign and back th e n m a n y p e o p le for e v e ry b o d y to lo o k th ro u g h , so it's v e ry im p o rta n t to m a k e su re n o t o n ly th a t it is a ttra c tiv e b u t a lso th a t y o u re fre s h it o n a re g u la r basis so it d o e s n 't g o s ta le T h e re are a n u m b e r of w ays y o u can d o th is and I'll be giving y o u a fe w ideas First o f all, re g u la r new s releases can b e a g re a t w av to b rin g p e o p le s a tte n tio n to a ny re c e n t in itia tiv e s o r s p e c ia l o ffe rs y o u m a y have You can c re a te a m e n u fo r n e w p o s ts th a t lets v is ito rs to y o u r s ite b ro w s e th e to p ic s , usua lly b y th e d a te w h e n th e y w e re w ritte n Th e se have th e a d d e d v a lu e o f b e in g re c o g n iz e d as u p d a te d c o n te n t b y search e n g in e s I'll ta lk a b o u t th e m later K I th in k th e re 's a k in d o f m is s in g lin k w e re s a y in g th a t a d v e rtis in g n o lo n g e r w orks, a n d th a t th e b e s t th in g was to s to p b e tw e e n s u p p ly a n d d e m a n d T h e re 's a g ro w in g d e m a n d in C h in a - w e k n o w th a t - w a s tin g m o n e y o n a d v e rtis in g a n d p u t o n e 's fa ith in so cia l to s u b s c rib e th ro u g h an RSS fe e d a n d b u t th e m a jo r C h in e s e o p e to rs are still th a t c o n v e n tio n a l p u b lis h th e n e w s le tte r a c c o rd in g to a fo c u s in g e x c lu s iv e ly o n th e m ass m a rke t, M Well, o n g e ttin g v o lu m e b u sin e ss a n d n o t e n o u g h o n w h a t th e G e n e tio n Y p e o p le c a m p a ig n w as a success b e c a u s e it w as an c o n s u m in g to w rite , so p e rh a p s y o u w ill re a lly w a n t I th in k th e re 's real p o te n tia l fo r o p e to rs like Q u To u rs to fo c u s o n th e h ig h -s p e n d in g cu s to m e r T h e y m ay n o t media D o y o u th in k advertising is d e a d ? I'd say th a t's an e x a g g e tio n Th e A n o th e r w ay o f arousing in te re s t is b y o n lin e n e w s le tte rs You can ask v is ito rs re a lis tic s c h e d u le T h e y can b e tim e - in te g r a te d m a rk e tin g s tra te g y It in c lu d e d w a n t to o u ts o u rc e th e m to p ro fe s s io n a l s o m e fo rm s o f tra d itio n a l a d v e rtis in g a n d tra v e l w rite rs o r in v o lv e y o u r o w n sta ff It a d o s e o f s o c ia l m e d ia b e c a u s e , w e ll, y o u is p r o b a b ly b e s t to ta ilo r th e c o n te n t to a ju s t c a n 't ig n o re th e in flu e n c e o f so cia l AUDIO SCRIPT s p e c ific a u d ie n c e a n d s e n d th e m an e m a il w it h e a c h n e w issue , in v itin g th e m t o c lic k A A s y o u p r o b a b ly k n o w , th e fir s t p la u s ib le o n a lin k t o th e re le v a n t p a g e e x p la n a tio n fo r th e d a n c e o f th e A p is A n e x c e lle n t w a y t o b ro a d c a s t M e llife , c o m m o n ly k n o w n as th e h o n e y 3.2 A W h a t a b o u t b r a n d in g in t h e h o t e l in d u s try ? in f o r m a tio n a b o u t y o u r h o te l o r re s o rt o r b e e , w a s p o s ite d in th e 1960s b y th e N o b e l B W e ll, if t h e h o te l r o o m is t h e s a m e size d e s t in a tio n is b y a p o d c a s t B asically, th is is P rize w in n in g z o o lo g is t K arl v o n Frisch H e a n d th e b e d as b ig o r c o m fo r ta b le , th e r e s an a u d io file t h a t y o u r c u s to m e rs can lis te n s p e c u la te d th a t th e d ir e c tio n t o w h ic h th e n o w a y o f te llin g o n e h o t e l fr o m a n o t h e r t o o n th e ir c o m p u te r s o r M P p la ye rs b e e s p o in t w h e n p e r fo rm in g th e d a n c e e x c e p t p ric e B u t c o m p e t in g o n p r ic e isn t T h e file s ca n b e h o s te d o n y o u r site 's in d ic a te s th e d ir e c tio n o f th e f o o d s o u rc e a g o o d s tr a te g y in th e h o s p ita lit y in d u s try , s e rv e r a n d y o u c a n e n c o u g e c u s to m e rs in r e la tio n t o th e sun, w h ile th e in te n s ity s o h o te ls h a v e t o d is tin g u is h th e m s e lv e s t o s u b s c r ib e t o y o u r p o d c a s ts via an RSS o f th e a b d o m in a l w a g g le s in d ic a te s h o w fr o m t h e ir c o m p e t it o r s a n d t a ilo r w h a t fe e d , w h ic h a u to m a tic a lly d o w n lo a d s th e fa r a w a y it is N o w , th e d a n c e is g e n e lly th e y o ffe r t o th e e x p e c ta tio n s , b u d g e t la te s t ta lk P o d c a s ts a re p e r fe c t fo r g u id e d a n d tra v e l n e e d s o f th e ir g u e s ts T h r o u g h to u rs , e s p e c ia lly w h e n d e liv e re d b y m e an s p e r fo r m e d n e a r th e e n tra n c e t o th e h iv e a n d o f m o b ile w e b d e v ic e s a n d s m a rtp h o n e s B W h a t's h e o n a b o u t? I d o n 't u n d e rs ta n d c re a te b r a n d a w a re n e s s s o t h a t p o t e n t ia l In th is ca se, a v is ito r c o u ld d o w n lo a d a a w o r d he's s a y in g ! g u e s ts e a s ily re c o g n iz e th e n a m e o f th e p o d c a s t t o t h e ir p h o n e a n d lis te n to a C N e ith e r d o i L et's g o s o m e w h e re e ls e h o te l T h e y h a v e t o b u ild u p a b r a n d im a g e d e s c r ip tio n b e fo r e o r w h ile th e y v is it y o u r s o t h a t p e o p le c a n e a s ily id e n tify w it h p r o p e r ty o r d e s tin a tio n A L o o k a t th e s e fig u re s , Sally V is ito r th e m a n d k n o w e x a c tly w h a t t o e x p e c t B u t p e rh a p s e v e n b e t te r th a n p o d c a s ts a d v e r tis in g a n d m a r k e tin g th e y n e e d t o n u m b e rs are d o w n 18 p e r c e n t c o m p a r e d w h e n th e y a rriv e T h e y a ls o tr y t o c re a te is th e use o f e m b e d d e d v id e o It re a lly t o la s t year W e 'v e g o t t o d o s o m e th in g b r a n d lo y a lty s o g u e s ts w ill k e e p c o m in g is th e p e r f e c t m e d iu m to s h o w th e w o rld a b o u t it W e c o u ld s ta rt w ith th e w e b s ite b a c k , n o t b e c a u s e th e h o te l is c h e a p e r - it w h a t y o u r d e s tin a tio n is like , b ro a d c a s t B W h a t's w r o n g w ith th e w e b s ite ? M y m a y b e m o re e x p e n s iv e - b u t b e c a u s e in te rv ie w s , s h o w th e w a ve s b re a k in g o n th e h u s b a n d d e s ig n e d it! th e y re m a in fa ith fu l t o t h a t o r g a n iz a tio n , b e a c h o r th e s n o w fa llin g o n th e m o u n ta in A W e h a v e t o m a k e it m o re in te c tiv e s lo p e s A n d , o f c o u rs e , y o u ca n e m b e d W e n e e d t o lo o k a t s e arch e n g in e th e y tr u s t it t o d e liv e r t h e s a m e le v e l o f s e rv ic e e a c h tim e v id e o s in to y o u r w e b p a g e s o r c re a te y o u r o w n Y o u T u b e c h a n n e l o p tim iz a tio n a n d b a n n e r a d v e rtis in g , e m a il m a rk e tin g a n d so o n m e n tio n s e a rc h e n g in e o p tim iz a tio n H o w ^ MMUimaU d o y o u g e t s e a rc h e n g in e s to n k y o u r site o n th e ir s m a rtp h o n e s as w e ll, lik e a p o d c a s t o f a g u id e d to u r h ig h u p th e list? T h e m o s t im p o r ta n t th in g B Sorry, I d o n 't u n d e rs ta n d 's e a rc h e n g ir is fo r th e p a g e c o d e t o h a v e m e ta ta g s o p tim iz a tio n ' o r 'p o d c a s ts ' In m y day, yc T h e s e h e lp te ll s e a rc h e n g in e s w h a t y o u r s ite is ^a b o u t A n d it's im p o r ta n t t o c h o o s e ju s t w e n t t o th e lo c a l V is ito r In fo rm a tio n C e n tre a n d p ic k e d u p a le a fle t! m e a n in g fu l h e a d e rs , w h ic h th e se arch A W e ll, th a t's n o t g o o d e n o u g h th e s e ro b o ts w ill p ic k u p as re le v a n t d ays W e n e e d t o d e fin e w h o o u r c u s to m e rs are, ta r g e t th e m a n d g e t th e n t o c o m e b a c k a g a in w ith n e w e v e n ts anc a ttra c tio n s A C a n y o u se e a ny s ig n s fo r G e n e s is V alle y? B N o , b u t w e 're o n th e ro a d fo r S ta n to n A T h e w e b s ite sa id to ta k e a s h a rp rig h t B B ut w hen? C I th in k th e re w as a r ig h t tu rn b a c k th e re b u t w e w e re g o in g t o o fa st A Shall w e g o in to th e g re e n h o u s e n o w ? I C l a g re e W e n e e d t o m o v e w ith th e tim e s ^ - - u yet in touch B W e saw th e m last year It's b o rin g A O K Let's g o in to th e m u s e u m T h e re are lo ts o f s tu ffe d a n im a ls in th e re Y o u 'll lik e th a t C C an I h ave an ice c re a m ? A You k n o w th e y d o n 't se ll ice cre a m s h ere D T h e le a fle t a t th e e n tra n c e says y o u can b u y ice c re a m a n d s o ft d rin k s in th e te a shop A T h e re u se d to b e a te a s h o p b u t it c lo s e d d o w n I d o n 't k n o w w hy C I w a n t an ice c re a m ! A S to p it B I'm h u n g ry, to o I d id n 't h a ve a n y b re a k fa s t D O K , b e q u ie t, y o u tw o W e 'll g o o u t a n d h ave s o m e lu n ch in A b b o ts B ic k in g to n B u t firs t w e 'll h ave a lo o k ro u n d th e m u s e u m B D o w e h ave to ? D Yes N ov;, w h e re is th e m u s e u m ? It's n o t on th e m a p o f th e site B u t I th in k it's u p here C o m o on I e n jo y tr a v e llin g b u t c h e c k in g in to a h o te l is n 't a lw a y s th e m o s t p le a s a n t e x p e rie n c e M a n y o f th e ro o m s a re as s m a ll as a s h o e b o x , la c k in g in c h a r a c te r a n d to ta lly d e p r e s s in g B u t in th e v e ry n e a r fu tu r e c h a n c e s a re t h a t t h e d e s ig n o f a ty p ic a l h o te l r o o m w ill b e v e ry d iffe r e n t S c ie n tis ts a t a re s e a rc h c e n tre in G e rm a n y h ave b u ilt a r e v o lu tio n a r y h o te l r o o m t o s h o w th e h o te l in d u s tr y h o w th e y c a n u se n e w te c h n o lo g y t o m a k e ro o m s m o re in s p irin g F irs t o f a ll, th e c o n fig u r a tio n w ill c h a n g e : u n lik e th e re c ta n g u la r s h o e b o x , th e r e w ill b e n o s tr a ig h t lin e s - e v e r y th in g w ill b e ro u n d W h y ? B e c a u s e re s e a rc h has w ith a m e d ia c o n s u lta n t a n d ask th e m s h o w n th a t c u rv e s a n d ro u n d e d s u rfa c e s t o p r e p a re a r e p o r t fo r th e n e x t b o a rd m e e tin g ? are b e s t a t p u t t in g p e o p le a t e ase In a ll p r o b a b ility , th e r e 'll b e a v o ic e - A W ill d o I k n o w a v e ry g o o d o n e c a lle a c tiv a te d c o m p u t e r o n th e w a ll, th r o u g h A n ita D ry s d a le w h ic h y o u c a n f in d o u t w h a t tim e b re a k fa s t is, fin d o u t a b o u t th e h o te l's s e rv ic e s , th in k th e y 'v e g o t s o m e in s e c t-e a tin g p la n ts in th e re 3.3 B e fo re I a n s w e r a n y q u e s tio n s , I s h o u ld w a tc h a v id e o o n d e m a n d o r e v e n ask it t o Unit g e n tly ro c k y o u r b e d as y o u fa ll a s le e p I th in k th a t fo r th e n e x t g e n e r a tio n o f 3.1 g u e s ts it's h ig h ly lik e ly th a t th e y 'll b e a b le O K , e v e ry b o d y W e ll, th a t was very t o c h o o s e th e d e c o r o f th e r o o m fro m a in te re s tin g M o s t o f y o u seem to have w h o le in b o w o f c o lo u rs ju s t b y p re s s in g id e n tifie d th e e s s e n tia l d iffe re n c e - a b u tto n So, y o u d o n 't h a v e t o lie o n y o u r basica lly, a p r o d u c t is a fa b ric a te d a rticl o r a g o o d th a t b e n e fits th e user in s o m e b a c k in b e d a n d lo o k a t s o m e th in g w h ite way It c o u ld e v e n b e a fo o d ite m like a h a m b u rg e r A n d o n e h a m b u rg e r is m uch th e s a m e as a n o th e r h a m b u rg e r W h e rea s a b n d is an id e n tity w h ic h a d d s value a n d m a k e s a p r o d u c t o r s e rv ic e d iffe re n t fro m th e c o m p e titio n M y n a m e is M a rtin a M c D o n a ld a n d I h a v e n o th in g t o d o w ith h a m b u rg e rs b u t th e n a m e M c D o n a ld 's is a g o o d e x a m p le o f a b n d : it has an im a g e , n o t ju s t in th e se nse o f a v is u a l im a g e - th e G o ld e n A rc h e s lo g o - b u t as a c o n c e p t if y o u p r e fe r a s h a d e o f re d , b lu e , g re e n o r w h a te v e r c o lo u r y o u c h o o s e T h e n e x t tim e y o u s ta y in a h o te l a n d h a v e t o g e t u p in th e m id d le o f th e n ig h t, y o u m a y n o t n e e d t o s w itc h o n th e lig h t b e c a u s e th e lig h t m a y w e ll c o m e o n fo r y o u T h e y 'll b e e q u ip p e d w ith s e n s o rs th a t d e te c t y o u r p re s e n c e a n d tu rn th e lig h ts o n a u to m a tic a lly Press a b u t to n a n d y o u 'll g e t a s c e n te d a ro m a A n d th a t's n o t a ll! T h e re 's b o u n d to b e a jacu zzi a n d th e re c o u ld e v e n b e a te le v is io n fo r y o u to w a tc h as y o u lie b a c k a n d soak in v o lv in g fa m ily , fa s t se rvice , v a lu e fo r W h a t a b o u t th is? F lick a s w itc h a n d th e m o n e y a n d c o n s is te n tly re lia b le q u a lity v ie w o u ts id e tu rn s in to a g ig a n tic v id e o A n d th e M c D o n a ld 's c o n c e p t is re c o g n iz e d s c re e n F lic k it b a c k a n d lo o k a t th e flo w e rs in th e g a rd e n T h e o n ly p r o b le m is th a t g lo b a lly fro m B a rc e lo n a to B e ijin g A re w e all c le a r a b o u t th a t? o n c e y o u 'v e c h e c k e d in to th e h o te l, y o u probably w o n 't w a n t to c h e c k o u t! S W e c o u ld liv e in th e h o te l re n t- fr e e ! O K , 3.4 3.6 S = Sally, M = Michael, A = Financial Advisor D = Dave, T = Teresa, S = Sarah D T e re sa, w h ic h p r o p e r ty d o y o u th in k is S M y p a re n ts d ie d r e c e n tly a n d w e 'v e th e b e s t b e t? in h e r it e d a la rg e h o u s e W e b o t h h a v e T W e ll, I lik e t h e p la c e in S o u th D a k o ta s o m e s a v in g s , s o w e t h o u g h t w e w o u ld lik e t o o p e n a b e d a n d b re a k fa s t In fa c t, th is is D B u t it's a fra n c h is e T I k n o w it's a fra n c h is e , w h ic h m e a n s th a t s o m e t h in g w e 'v e b e e n p la n n in g to d o fo r w e d o n 't o w n it, th e h o te l c h a in d o e s , s o m e tim e b u t w e b e n e fit M W e 'v e b r o u g h t th is ta b le f o r y o u to g e t h e lp w ith tr a in in g , a d v e r tis in g a n d I n g u p th e o w n e rs A p p a re n tly , th e y 'r e s e llin g fo r h e a lth re a s o n s a n d th e y say th a t w ith th e y m a n a g e d t o tu r n o v e r $ ,0 0 la s t year So th e p la c e b r o u g h t in a p r o f it o f a ro u n d $ ,0 0 -1 0 ,0 0 n e t T h a t's s till p r e tty g o o d from the brand name and lo o k a t w ith a n id e a o f o u r s ta r t- u p c o s ts p r o m o tio n W e 'v e n e v e r o w n e d o r ru n a W e 'v e d o n e o u r h o m e w o r k a n d h a d p r o p e r ty b e fo r e a n d w e n e e d p ro fe s s io n a l s o m e e s tim a te s fr o m v a rio u s p e o p le T h e a d v ic e p r o p e r ty d o e s n e e d s o m e r e n o v a tio n - S O K , b u t is n 't it b e t te r t o o w n th e m o te l? r e w ir in g th e e le c tric ity , p lu m b in g , p a in tin g , T h e n w e c o u ld a lw a ys s e ll i t th a t k in d o f t h in g - so w e 'v e c o n ta c te d w o r k o u t b u ild e rs , g a rd e n e rs a n d s o o n a n d w e T M a y b e A n y w a y , I'v e b e e n d o in g s o m e if it an average daily rate o f $ 5 and an of 95 p e r c e n t fo r th e se a so n , occupancy D O K So w h a t I s u g g e s t is th a t w e d iscu ss th e p ro s a n d c o n s in m o re d e ta il a n d th a t e a c h o f us g o e s a w a y a n d w rite s a s h o rt b u s in e s s p la n T h e n w e can p e rh a p s c o m e to s o m e s o rt o f d e c is io n d o e s n 't Unit e x p e c t t h a t w ill b e a o n e - o f f fix e d c o s t o f s u m s : i f w e h a v e p e r c e n t o c c u p a n c y fo r $ 22, 200 th e h ig h s e a s o n a n d c h a rg e $ 0 a n ig h t, A Yes, a n d I s e e y o u 'v e v e ry s e n s ib ly a n d p e r c e n t o c c u p a n c y o ff-s e a s o n at, o f th e 1990s, w h e n b r o k e n t h a t d o w n in t o an a n n u a l a n d say, $ a n ig h t, th a t m a k e s a tu r n o v e r o f to ta k e o ff, a n d it is o n e m o n th ly c o s t s o y o u c a n s e e w h a t y o u r $ ,0 0 p lu s $ 46 ,00 fo r a b e a c h lo n g - te r m o v e rh e a d s are D S o to ta l sa le s w o u ld b e $40 ,0 0 T Yes, g iv e o r ta k e a fe w th o u s a n d A n d fr o m c rim e a n d th e re 's a fa n ta s tic n ig h tlife S A n d th e n w e 'v e e s tim a te d th e p ric e o f b e d d in g - m a ttre s s e s , s h e e ts , b la n k e ts , t h a t k in d o f t h in g - a n d th a t's $ ,5 0 In all lik e lih o o d , th a t w ill h a v e t o b e re n e w e d a fte r fiv e y e a rs M W e 'v e d e c id e d t o b u y th e b e s t fo r th e k itc h e n e q u ip m e n t a n d w e 'v e a ls o h a d t o in c lu d e s m o k e d e te c to r s t o c o m p ly w ith th e h e a lth a n d s a fe ty le g is la tio n A I'm s u rp ris e d a t th e c o s t o f th e ro a d s ig n s a n d fr o n t e n tra n c e s ig n ! D o th e y re a lly c o s t $ 2,0 00 ? M W e ll, th a t's w h a t w e w e re q u o te d M a y b e w e c o u ld lo o k a t th a t a g a in A A n d th e n th e re a re th e le g a l fe e s - th e c o s ts o f p e r m its a n d lic e n c e s T h a t's an in itia l fix e d c o s t o f $ 1,2 00 S Yes A n d $ ,4 0 fo r a d v e rtis in g a n d p r o m o tio n fo r th e firs t y e a r o f o p e tio n A O K , so th e g n d to ta l is $ ,10 O f c o u rs e , th e re a re th in g s lik e d e p r e c ia tio n w h ic h y o u n e e d t o ta k e in to c o n s id e tio n b u t y o u r a c c o u n ta n t w ill b e a b le to e x p la in th a t to y o u 4.1 W e 'v e b e e n h e re s in c e th e b e g in n in g tourism really b e g a n of th e b e s t p la ce s h o lid a y G oa's re la tiv e ly free E ve ry y e a r w e 're fu lly b o o k e d a n d o u r I've c a lc u la te d that the total cost for food and b e v e g e , telephone, advertising, in s u n c e a n d e v e ry th in g e ls e would give p r o fits h ave g o n e u p ye a r on year, so y o u ca n im a g in e o u r sh a re h o ld e rs b ack h o m e a re d e lig h te d A n d ve ry so on w e 'll b e us a p r o f it o f a b o u t $ ,0 0 a year c r e a tin g a lu x u ry g o lf co urse S O K , b u t it d o e s say th e re 's s o m e n e e d w e lln e s s c e n tre so th a t'll b e a n o th e r so u rc e and a spa a n d fo r re fu rb is h m e n t T h a t w o u ld b e an e x tra o f re v e n u e You k n ow , so m e p e o p le say w e c o s t, w o u ld n 't it? T S ure, b u t th e b a n k lo a n w o u ld c o v e r th a t, w o u ld n 't it? W h a t d o y o u th in k , D a v e ? d o n 't d o e n o u g h fo r th e loca l c o m m u n ity b u t all th e fo o d w e se rve in th e re s o rt is b o u g h t fro m lo c a l fa rm e rs , so I d o n 't really D Y o u 'v e fo r g o tte n th e u p fr o n t fee and se e th e o b je c tio n th e ro y a lty w e 'd h a v e to pay A n d I'm n o t E ve ry d a y I'm w o rk in g te n -h o u r shifts as c o n v in c e d y o u r fig u re s are r ig h t - it s o u n d s h a v e t o d e c id e a n y th in g y e t chambermaid in a hotel w h ic h is o w n e d foreign investment company I have two children and m y h u s b a n d is dead, so T O K , s o w h a t ta k e s y o u r fa n cy? D P ersonally, I p re fe r E s to n ia It's a m u c h w h a t w e 're g o in g to e a t a n d h o w to p a y fo r v e ry c o m p lic a te d B u t anyw ay, w e d o n 't a by a I a m v e ry p o o r W e are th in k in g e v e ry d a y m o re in te re s tin g p la c e th a n S o u th D a k o ta th e e le c tric ity a n d th e re n t I h ave to g o to a n d l'v e b e e n to ld th a t it's th e o n ly h o te l w o rk e v e ry d a y th in k in g o f all o f th is I have o n th e island, so it's g o t n o c o m p e titio n W e 'd b e g u a n te e d T reservations to s m ile to th e to u ris ts b u t it is n o t w h a t I am fe e lin g in m y so ul I d o n o t g e t p a id depends if a n y o n e g o e s th e re all, it's o n an isla n d H o w w o u ld That A ft e r p e o p le g e t th e re ? Is th e re a re g u la r fe rry 3.5 se rvice ? W e don't know D I'd m u c h prefer to liv e th e re th a n in th e S = Sally, A = Financial Advisor, M = Michael S W h a t w e 're n o t s u re a b o u t is h o w to It's ch e a p e r, so w e w o u ld n 't n e e d to b o r r o w so m u c h fro m th e b a n k to e x p a n d U n ite d S ta te s a n d it's g o t g re a t p o te n tia l w h e n I a m w o r k in g o v e rtim e o r ta k in g m y h o lid a y s I w o u ld lik e to jo in a tra d e u n io n to h e lp fig h t fo r b e t te r p a y a n d c o n d itio n s won’t allow it T h e re is a g ro w in g discontent with the way to u ris m has developed in Goa T h e in c o m e derived fro m to u ris m has n o t b e e n d is tr ib u te d fairly and several b u t th e h o te l c a lc u la te th e ro o m te T O K , b u t w e d o n 't k n o w th e o p e r a tin g d e m o n s tra tio n s h ave b e e n h e ld in p ro te s t A H o w m a n y ro o m s d o y o u p la n t o have? S Four A O K W e ll, it d e p e n d s o n y o u r te o f costs D W e ll, I e m a ile d th e o w n e rs a n d th e a v e g e d a ily te se em s to b e a b o u t $150 T h e re have b e e n d is p u te s o v e r th e use o c c u p a n c y - h o w m a n y b e d n ig h ts y o u can se ll Let's ta k e th e w o rs t-c a s e sce n a rio a n ig h t - $175 in h ig h se aso n and $125 in low se ason T h e y say th e re 's an occupancy You h a ve s ta rt-u p co s ts fo r th e firs t ye a r te o f 75 percent peak se aso n a n d 35 p e rc e n t lo w season A n d o n a tu rn o v e r of $420,000 th e y m a n a g e to make a pre-tax o f $34 ,10 ; a n d let's say, fo r th e sake o f a rg u m e n t, th a t y o u w a n t a re tu rn o n your in v e s tm e n t o f $ ,9 0 in th e firs t year T h a t m a ke s a to ta l ta r g e t sale o f b e d n ig h ts o f $ ,00 b u t y o u o n ly m a n a g e to profit of $115,000 lo c a l a u to rickshaw s a n d th e e m p lo y m e n t o f o verse a s re s o rt re p re s e n ta tiv e s th e r th a n lo c a l p e o p le w h o c o u ld d o th e jo b ju s t as w e ll o r b e tte r I s p e n d m y d a y s e llin g ice cre a m s a n d sw ee ts a n d I can e arn e n o u g h m o n e y to su rvive th e m o n s o o n season, w h e n th e re T Sarah, I s u p p o s e y o u prefer the place in are v e ry fe w to u ris ts B u t th e n I h ave to Mallorca? g o b a c k to m y v illa g e a n d h e lp o n m y se ll 300 b e d n ig h ts So y o u w o u ld have S A c tu a lly , I d o I th in k w e to c h a rg e $ 60 ,00 d iv id e d b y 300, w h ich good could get a very hard And I p ric e if w e b a rg a in e d of s ta te -o w n e d b us c o m p a n ie s th e r th a n fa th e r's fa rm I p re fe r w o rk in g h ere b e c a u s e th e to u ris ts are rich, g iv e m e tip s a n d I re ally lik e th e id e a o f o n ly w o rk in g e ig h t can g o to b e a c h p a rtie s a n d m e e t lo ts o f d iffe re n t p e o p le I w o u ld n 't n o rm a lly m e e t ta k e a b e tte r s c e n a rio , w h e re y o u s o ld m o n th s a ye a r! D W h y o n ly e ig h t m o n th s ? S A p p a re n tly , u n til re c e n tly it w as fu lly 1,000 b o o k e d d u rin g th a t p e r io d a nd th e y ju s t is $200 O b v io u s ly , th a t m ig h t b e to o m u c h b u t it d e p e n d s o n th e q u a lity o f the^ a c c o m m o d a tio n a n d th e c o m p e titio n L e ts b e d n ig h ts - th a t's an o c c u p a n c y B u t I d o n 't k n o w w h a t w ill h a p p e n n e x t y e ar b e c a u s e th e a u th o ritie s are b a n n in g te o f a b o u t p e rc e n t; th e n yo u w o u ld c h a rg e $ ,00 d iv id e d b y 1,000, w h ic h e q u a ls $60, w h ic h m akes yo u very s h u t it d o w n lo w season T Yes, b u t h o w m a n y g u e s ts w o u ld w e g e t c o m p e titiv e M That s o u n d s ve ry reasonable don t fo r g e t if th e m a rk e t's n o w gone into d e c lin e ? And w e d h ave to liv e s o m e w h e re Th a t's a c o s t to o p e o p le lik e m e a n d th e o w n e rs o f m a rk e t sta lls a lo n g th e s e a fro n t T h e y say w e are to o p o o r a n d harass th e to u ris ts b u t it's n o t tru e AUDIO SCRIPT 4.2 are ta r t o o m a n y o p e r a to r s a n d th e y 're T h e G a la p a g o s is la n d s h a v e an o ffic ia l ta k in g a w a y lo c a l tr a d e n o t o n ly fro m us n a m e , th e A r c h ip e la g o d e C o lo n , in b u t lo c a l g u e s t h o u s e s as w e ll In fa c t, o n ly h o n o u r o f th e Ita lia n n a v ig a to r C h ris to p h e r 15 p e r c e n t o f in c o m e fro m to u ris m e n d s u p C o lu m b u s T h is S p a n is h n a m e d a te s b a c k in o u r p o c k e ts - th e re s t ju s t leaks away t o 1892, w h e n th e w o r ld w a s c e le b tin g 4.4 th e 0 th a n n iv e rs a ry o f C h ris to p h e r C o lu m b u s ' fa m o u s v o y a g e o f d is c o v e ry B u t, in fa c t, C o lu m b u s n e v e r s a ile d a n y w h e re n e a r th e is la n d s T h e G a la p a g o s o n ly b e c a m e fa m o u s a fte r th e p u b lic a tio n o f D a rw in 's b o o k O n the Origin of Species H is o b s e rv a tio n s a n d c o lle c tio n s o f th e w ild life o n th e is la n d s le d t o his th e o ry o f e v o lu tio n b y n a tu l s e le c tio n T h e is la n d s are lo c a te d a ro u n d th e e q u a to r in th e P a c ific O c e a n , a b o u t 1,000 k ilo m e tre s w e s t o f E c u a d o r, a n d fo rm o n e o f t h a t c o u n try 's p ro v in c e s T h e G a la p a g o s p o p u la t io n has in c re a s e d o v e r 0 p e rc e n t in th e p a s t fe w d e c a d e s a n d th e p o p u la tio n is d o u b lin g e v e ry e le v e n ye a rs P e o p le fro m m a in la n d E c u a d o r h a v e lite lly in v a d e d th e isla n d s, h o p in g t o f in d w o rk T o d a y m o re th a n 0 0 p e o p le liv e o n th e is la n d s a n d th e p o p u la t io n c o u ld re a c h ,0 0 b y th e e n d p r o fe s s io n a l b u t it d o e s h ig h lig h t t h e n e e d fo r all c re w s t o b e h ig h ly tr a in e d in th is k in d o f o p e r a tio n R I p e r s o n a lly th in k to u r is m is g e t t in g o u t o f h a n d V e ry fe w o f th e n e w s h ip s s a ilin g s o u th th is y e a r h a v e s tr e n g th e n e d h u lls t o F = Fernando Morales, B = Barbara W hite, R = Richard Baxter, H = Dr Howard, T = Tanya Olsen s e a w a te r S o m e o f t h e s h ip s c a rry ,0 0 F G o o d m o rn in g , e v e ry b o d y G o o d p r o d u c e an a v e g e o f k ilo g r a m s o f p r o t e c t th e m a g a in s t ic e b e r g s a n d fro z e n p a s s e n g e rs , w h ic h is fa r t o o m a n y T h e y m o r n in g , e v e ry b o d y I th in k w e 're a ll h e re g a r b a g e p e r p e r s o n p e r day M u c h o f th is n ow , so sh all w e g e t s ta rte d ? I'm s o rry I w a s te is n o t e a s ily b io d e g r a d a b le a n d w a s n 't a b le t o c irc u la te an a g e n d a as th is m e e tin g is b e in g h e ld a t su ch s h o rt n o tic e s o m e w ill in e v ita b ly e n d u p o n th e o c e a n flo o r So, th e re aso n I'v e c a lle d th is m e e tin g is t o T Yes, R ic h a rd 's r ig h t A n d in t h e p a s t d is c u s s th e a c c id e n t last T h u rs d a y a n d h o w fe w y e a rs th e r e h a v e b e e n c o u r t ca s e s w e ca n a v o id such a c c id e n ts in th e fu tu re , a g a in s t c ru is e s h ip c o m p a n ie s w h o h a v e d lik e t o in v ite all y o u r c o m m e n ts o n th is b e e n fo u n d g u ilty o f d is c h a r g in g o il a n d incident Urn, Barbara, can you give us an p o llu tin g th e w a te rs w ith w a s te c h e m ic a ls u p d a te ? In o n e c a se, a c o m p a n y w a s fin e d 18 B T h a n k y o u A s y o u kn ow , th e c ru is e m illio n d o lla rs T h e s e c ru is e s h ip s s h o u ld be banned s h ip M S D is c o v e ry sank a fte r h ittin g an ic e b e rg A n A u s tra lia n vessel w e n t to th e F I'm sorry, w e d o n 't h a v e m u c h t im e a n d re s c u e a n d , a p p a re n tly , th e o p e tio n w e re a lly m u s t k e e p t o t h e a g e n d a O K , w e n t s m o o th ly a n d n o w all 285 p a s s e n g e rs are th e r e a n y fu r th e r p o in ts a n y o n e w a n ts a n d c re w h ave b e e n sa fe ly flo w n b a c k to m a in la n d C h ile t o ise ? N o ? O K , le t's m o v e o n t o th e n e x t ite m o n th e a g e n d a , w h ic h is o f th e d e c a d e V is ito r n u m b e rs , w h ic h h a ve rise n fro m 0 y e a rs a g o , a re n o w m o re th a n 60 00 a y e a r a n d a re e x p e c te d to re ach 80 00 in th e n e x t c o u p le o f ye ars T h e re is an a s to n is h in g v a rie ty o f w ild life in th e G a la p a g o s - th e ig u a n a s a n d tu rtle s a re p e -h a p s th e m o s t fa m o u s B u t d id and a h 9? Sm° ù th ly ! ll to o k th re e a n d a h a tf h o u rs fo r th e s is te r s h ip t o a rriv e w h ic h is fa r to o lo n g ! H 4.5 I = Interviewer, T = Tourist Board representative, M = Mayor, W = Croatian W ildlife Association representative f R ig h t T h a n k y o u , R ichard D o e s a n y o n e h ave a n y th in g to a d d to th a t? D o c t o / H o w a rd w o u ld y o u like to say s o m e th in g ? H Yes, if a s im ila r in c id e n t were t o k o 9' I So, as I u n d e r s ta n d it, th e B o a rd o f o ff th e A u s tra lia n A n ta rc tic te rrito ry T o u ris m is n o w p la n n in g t o d e v e lo p a th e e q u a to r in th e w ild rescue ship would not necessarily b e so close at hand The distances to th e th e s e is la n d s a n d t h a t w o u ld in v o lv e th e 4.3 A n ta r c t'c fro m A u s tra lia are m u c h g re a te r a n d th e sea is m u ch ro u g h e r So k » d e v e lo p m e n t o f a n e w e c o - r e s o r t o n th e is la n d o f M a li B riju n A T h a n k yo u , L ew is, fo r y o u r m a il a n d I o f th e e x tre m e c o n d itio n s th a t c a n h T Yes, a n d it's a v e ry e x c itin g id e a A s y o u y o u k n o w th a t th e re is a lso a G a la p a g o s p e n g u in ? It's th e o n ly p e n g u in th a t lives o n th in k y o u m a k e s o m e v e ry v a lid p o in ts d iffe r e n t k in d o f to u r is m e x p e r ie n c e fo r T * k n o w , th e is la n d has a g r e a t d e a l t o o ffe r aced out there, the management o f 11 C o u ld I s ta rt b y ju s t r e m in d in g e v e ry o n e to u ris m in east A n ta rc tic a k th a t, in fa c t, v is ito r n u m b e rs to th e isla n d s m o re p r o b le m a tic th a n in th e n e n V * 1' A lo t o f fa m o u s p e o p le h a v e s ta y e d th e r e a n d th e fa c ilitie s a re firs t-c la s s B u t w e n o w are s tric tly c o n tro lle d T h e n u m b e r o f w a n t t o d iv e rs ify a n d a ttr a c t to u r is ts t o a p e o p le c o m in g a sh o re , h o w lo n g th e y sta y th e s h ip is a t th e b o tto m o f th a n d th e p la c e s th e y v is it are all m o n ito re d Fo r th e p a s t 14 ye ars th e y 'v e b e e n m a in ly 500 m e tre s o f icy w a te r Is t h c o n c e n tra te d o n th e th re e isla n d s o f m o re b a c k - to -n a tu r e k in d o f to u r is m , w h ic h w ill a llo w p e o p le t o e n jo y th e m s e lv e s b u t th e s h ip can b e re flo a te d b e f ^ ^ Way le a k in g o il? ,o a te d b e fo re it sta rts in h a rm o n y w ith th e n a tu l w o r ld I Isa b e la , S anta C ru z a n d San C ris to b a l A n d It's c e rta in ly a b e a u tifu l p la c e a n d I w as fa s c in a te d to le a rn th a t th e r e are o v e r 0 d in o s a u r f o o r in t s o n th e is la n d ! I s h o u ld a lso p o in t o u t th a t th e n u m b e r o f T Yes, a n d w e 'r e th in k in g o f c r e a tin g a site s th a t can b e v is ite d is lim ite d a n d all h o w c o such a c c id e n ts b e V o i d ’ S e x c u rs io n s h ave to b e a c c o m p a n ie d b y a a n y o n e w a n t to c o m e in here? r? c e r tifie d g u id e B Well, all boats should be h ave a n u m b e r o f in te r n a tio n a l in v e s to rs B O K , I a g re e th a t th e s e a rra n g e m e n ts egu j p lf w ith b o th fo rw a rd - a n d d o w n w a rd l o o f h a ve b e e n p o s itiv e b u t a t p re s e n t w e s o n a r to lis te n o u t fo r s o u n d s g e n e r a te d I B u t w o n 't th is d e v e lo p m e n t a c tu a lly w e lc o m e a b o u t 60 ,00 v is ito rs a y e a r a n d b y p a s s in g ships, su b m a rin e s jc e h * - V o o c h a c te d r o c k , end, th a t n u m b e r s h o u ld n o w b e an a b s o lu te ” d ' d d in o s a u r p a rk o n th e is la n d W e a lre a d y in te r e s te d in th e p r o je c t p o s e a th r e a t to th e e n v ir o n m e n t w ith an in flu x o f to u r is ts w h o m a y o r m a y n o t b e re s p o n s ib le a n d re s p e c tfu l o f th e th e p re s e n t s itu a tio n is u n s u s ta in a b le a n d ,,c o W h , d b , d s o n , c , k , , : '« * o * have h a p p e n e d a w e re a lly n e e d to d o s o m e th in g to p r o te c t H C a n I m a k e a p o in t here? S onar is fine th e s e isla n d s b e fo re it's to o late b u t it ca n in te rfe re w ith m a rin e a nim a ls M W e ll, th is is an a m b itio u s p r o je c t b u t w e w ill h ave to s trik e a b a la n c e b e tw e e n C th a t use é c h o lo c a tio n a n d w h e n a n u m b e r o f s h ip s are in th e sam e area, th e y can in te rfe re w ith e ach oth e r th e n e e d s o f th e to u ris ts a n d p r o te c tio n o f th e e c o -s y s te m S o m e o f th e e n d a n g e r e d T I'd lik e t o raise th e s u b je c t o f life b o a ts A p p a re n tly , th e life b o a ts in th e rescue th e is la n d o f M a li B riju n , fo r e x a m p le , th e p ro b le m o p e r a tio n w e re u n c o v e re d a n d th e grass T h e re are s o m e v e ry o ld tre e s as w e ll I s h o u ld a lso say th a t 80 p e rc e n t o f D As a re p re s e n ta tiv e o f th e S anta C ruz p a s s e n g e rs h a d to w a it fo r several h o u rs in lim it I d o n 't w a n t to s o u n d a la rm in g b u t I m u s t say I a g re e w ith Lew is R e c e n tly w e h a d an in va sio n o f rats b r o u g h t in b y o n e o f th e ship s in th e p o rt I h a v e n 't g o t th e d e ta ils w ith m e b u t I'll b rin g a r e p o rt fo r o u r n e x t m e e tin g o n h o w w e 're tr e a tin g P leasure B oats, I re a lly d o n 't th in k th e t p ro b le m is im p o rta n t It's ju s t an is o la te d case a n d c e rta in ly n o th in g to d o w ith us B u t w h a t I w o u ld say is th a t th e n u m b e r o f luxury p le a s u re b o a ts s h o u ld b e cu t T h e re fre e z in g c o n d itio n s I s u g g e s t all life b o a ts s h o u ld b e c o v e re d F Good point Perhaps we could come back to that later, Tanya? I've put safety and security as item three on the agenda H I understand the crew was extremely e n v iro n m e n t? s p e c ie s o n V e lik i B riju n g r o w fre e ly o n th e w ild c u c u m b e r a n d s o m e s p e c ie s o f th e p r o te c te d area o f th e N a tio n a l Park is, in fa c t, u n d e r w a te r - th e re are m a n y ty p e s o f fis h th a t live in th e w a te rs a ro u n d M a li B riju n a n d , o f c o u rs e , th e tu rtle s a n d th e p in k d o lp h in s So, p r o te c tin g th e e n v iro n m e n t is o u r m a in p r io r ity b u t w e a ls o h a v e t o b a la n c e t h a t a g a in s t th e o p p o r t u n it y t o b e n e f it fr o m th e re v e n u e t h a t to u r is m b rin g s A n d w h a t's t h e p o s itio n o f t h e W ild life A s s o c ia tio n ? 5.2 5.3 R = Rachel, K = Karen, S = Steve, C = Clare R O K , th is is ju s t a s h o r t m e e tin g to S = Supervisor, A = Customer service Agent, P1 = Passenger 1, P2 = Passenger 2, P3 = Passenger S I'm a fra id y o u 'll h ave to te ll th e d is c u s s s o m e o f th e d if fic u lt s itu a tio n s W T h is w h o le p r o je c t is a b s o lu te ly y o u 'v e h a d t o fa c e r e c e n tly a n d h o w w e ll p a s s e n g e rs w a itin g a t G a te 24 th a t th e a b s u rd ! W h a t a re w e re a lly t a lk in g a b o u t? y o u w e re a b le t o d e a l w ith th e m K aren, f lig h t t o F n k fu rt has b e e n c a n c e lle d T h e c o n s t r u c tio n o f ro a d s a n d f o o a th s w o u ld y o u lik e t o s ta r t th e b a ll ro llin g ? T h e re a re n o t h r o u g h t h e fo re s t, a c c o m m o d a tio n w ith K S u re R e c e n tly I h a d t o c h e c k in an m o rn in g Sorry A A n o th e r c a n c e lla tio n ! B u t th e s e g u y s flights u n til tomorrow h o t w a te r, e le c tr ic ity a n d p a r k in g s p a c e s e x te n d e d fa m ily g r o u p g o in g o f f to g e th e r f o r th e s e s o - c a lle d e c o to u ris ts , w a te r f o r a fa m ily h o lid a y - m a y b e fo u r te e n h a v e b e e n w a itin g h e re sin c e a b o u t te n s p o rts w h ic h w ill in e v ita b ly h a v e an im p a c t c h ild r e n - th e p a re n ts w e re to ta lly o 'c lo c k th is m o r n in g a n d it's n o w o n t h e m a rin e life W e d o n 't n e e d th is o v e r w h e lm e d w ith th e kids c w lin g p a s t fo u r ! T h is has g o t to on half be the worst p r o je c t - it w o n 't e v e n c re a te jo b s th e f lo o r a n d o th e rs tr y in g t o ru n away day T T h a t's n o t tru e ; th e r e w ill b e a t le a s t 75 W h e n I a s k e d f o r th e p a s s p o rts , th e r e w as b re a k th e n ew s C an I h ave y o u r a tte n tio n , I'v e e v e r h a d h e re ! O K , th a n k y o u , I'll jo b s a n d e v e ry a t t e m p t w ill b e m a d e t o a ro w b e tw e e n th e p a re n ts a b o u t w h o s a fe g u a rd th e e n v ir o n m e n t W h y w o u ld w e w h o s e p a s s p o rt, th e y s ta r te d o p e n in g all w a n t t o d e s tr o y th e a ttr a c tio n th a t w e w a n t th e ir b a g g a g e o n th e flo o r, e v e ry th in g was to inform a ll p a s s e n g e rs Frankfurt that, d u e to a c a n c e lla tio n , th e r e are u n fo rtu n a te ly n o w n o m o re seats p e o p le t o c o m e a n d e n jo y ? s p re a d a r o u n d a n d th e n o th e r p a s s e n g e rs a v a ila b le u n til to m o r r o w m o rn in g M in th e q u e u e s ta r te d to g e t a n n o y e d a n d P1 abusive W h a t I w a n t to k n o w is w h e th e r y o u 'll b e Yes, th o u g h I'm n o t s u re th a t a ll o f th e s e jo b s w ill b e p e r m a n e n t A n d w e m u s t m a k e s u re t h a t t h e m o n e y g e n e r a te d d o e s I d o n 't th in k o u r lo c a l p e o p le w o u ld b e h a p p y a b o u t th a t T T h e re 's a b s o lu te ly n o n e e d t o w o rry in T h e fa m ily fin a lly m a n a g e d to p re s e n t W e c a n le v y an e c o -ta x o n to u r is m in th e a ll th e r e q u ir e d a r c h ip e la g o ; t h a t s h o u ld p r o v id e e n o u g h a n d th e y m o n e y fo r th e lo c a l c o m m u n ity t o s p e n d g e t o n th e n e x t flig h t t o M a d rid o n w h a te v e r p r o je c ts th e y d e c id e - fo r s c h o o ls , a d u lt tr a in in g in itia tiv e s , c lin ic s R W h a t a b o u t y o u , S te ve ? S I h a d a s itu a tio n y e s te rd a y b e c a u s e o f a n d h o s p ita ls , w h a te v e r th e y w a n t a la te c h e c k -in A g u y c a m e ru n n in g u p I W e ll, I s e e th e re a re s till a n u m b e r o f t o m y c h e c k -in d e s k a n d issue s t o d is c u s s a n d it w ill b e in te r e s tin g b re a th , ' P le a s e , p le a s e said, all out of traffic jam! It's P lease, I m u s t t o le a rn m o re a b o u t th e d e v e lo p m e n t in a impossible to drive here! b e o n th a t flig h t, p le a s e !' T h e c h e c k -in y o u r vie w s A n d th a t's a ll fro m m e , so b a c k t o th e s tu d io h a d c lo s e d m in u te s didn't see a before and I re a lly solution B u t th e n he t o ld m e his s to ry a n d w h y h e w as in such a p a n ic Unit H is w ife w as in la b o u r a n d sh e w as in th e ambulance on her way to R O K So, w as h e a llo w e d o n th e flig h t? S Yes, I called the captain and he agreed to let him on board and, apparently, shortly afterwards there was an announcement on board congratulating him on the birth of 5.1 I th in k th e y s h o u ld m a k e it e a sy fo r p e o p le t o o r ie n ta te th e m s e lv e s a n d g e t w h e re th e y w a n t to g o m o re easily t o k n o w w h e re t o g o It h e lp s if th e re are p ic to g m s fo r s e rv ic e s th a t c a n e a s ily b e r e p re s e n te d b y a visu a l ic o n lik e ta xis, p h o n e s , w h e e lc h a ir a ccess, th a t k in d o f th in g T h e re are lin e s fo r c h e c k -in , th e n p a s s p o rt c o n tro l, se cu rity, th e d e p a rtu re g a te , th e n y o u r s e a t o n th e a irc ft a n d b a g g a g e c la im a n d im m ig r a tio n a t th e o th e r e n d It's a p p a llin g ! W h y d o n 't th e y e m p lo y e n o u g h sta ff? I h a te w a lk in g a lo n g c o rrid o rs a n d e n c lo s e d areas w ith lo ts o f a d v e rtis e m e n ts o n th e w a lls as th e s e can b e v e ry vis u a lly th e h o s p ita l his first child C Rachel, can you tell us about what happened to Tadzio? None of us was on duty that day and we haven't seen him since R Well, I don't know if you know the full story but Justyna was on duty and a passenger became very abusive with her and then hit her in the face! Tadzio was on the next counter and although ! understand his behaviour, I don't approve of it He got up, punched the man on the nose and then apparently said, 'I'm really sorry for the inconvenience but I suggest you now queue at another counter as I'm quite likely to be fired It's been a pleasure to work for this company Goodbye.' tir in g a n d c re a te a d d itio n a l stress I'd like t o tra v e l th r o u g h a irp o rts w ith o p e n sp ace s Anyway, that's w hat he to ld me a n d lig h t gla ss w a lls th a t g iv e a v ie w o f th e p la n e s o n th e ta rm a c T h e w h o le p la c e So, has he got the sack? R No, but he's been disciplined and C s h o u ld fe e l a iry a n d u n c o n s tra in e d suspended for two weeks We actually I p e rs o n a lly d o n 't d riv e as th e re 's a lo t received letters of support from the passengers who witnessed the incident o f c o n g e s tio n o n th e access ro a d s a n d th e lo n g -te rm ca r p a rk is q u ite a d is ta n c e fro m th e te rm in a l b u ild in g T h e y s h o u ld th in k m o re a b o u t th e d e s ig n o f th e la n d s id e areas b e c a u s e y o u o fte n fe e l y o u 're in th e m id d le o f n o w h e re a n d it's ve ry d is o rie n tin g and Justyna has received an apology from the passenger who hit her But he has now been blacklisted and won't be able to fly with us for at least three years W e 'v e b e e n w a itin g h ere all day r e fu n d in g th e tra n s fe rs a t th e o th e r e n d A I c a n 't te ll y o u th a t P1 A n d th e h o te l? A I can't say that P2 W h y c a n 't yo u? A I'm sorry I fu lly u n d e rs ta n d h o w y o u documents but not in time, had to wait a n o th e r tw o h o u rs to fu tu r e p r o g r a m m e T h a n k y o u f o r g iv in g us s e n se o f d ir e c tio n , so p a s s e n g e rs n e e d to R S o h o w d id y o u d e a l w ith it? K I h a d t o ta k e th e fa m ily a w a y from th e other passengers and I asked Dalai to o p e n a n o th e r counter to finish th e check­ n o t a ll le a k a w a y t o fo r e ig n t o u r o p e to rs A ir p o r ts are b ig p la c e s a n d it's e a sy to lo s e p le a s e ? I'd lik e had fe e l P2 N o , y o u d o n 't u n d e rs ta n d a t a ll! A I ca n u n d e rs ta n d w h y you're feeling frustrated but I'm afraid I d o n 't have th a t in fo rm a tio n P2 W e ll, g e t it! A W e d o n 't h ave th a t in fo rm a tio n P2 W h a t d o y o u m e a n ? S o m e o n e m u st h a v e it! A I'm v e ry sorry, I h e a r w h a t y o u 're sayin g b u t I'm n o t a t th e p re s e n t tim e a b le to h e lp y o u T h e re's a c o m p la in ts p ro c e d u re in p la c e a n d w h a t w e re c o m m e n d P3 Listen , m a te , th a t is ju s t n o t a c c e p ta b le ! Y o u 're a w aste of space! A Sorry, sir, I th in k y o u should calm down now Could you just tone down your la n g u a g e , p le a s e ? P3 A re y o u g o in g to g e t m e to F n kfu rt th is e v e n in g ? A I ca n 't P3 W h y n o t? A I'm ve ry so rry fo r th e inconvenience b u t th e re are n o m o re seats P3 Why not? A T here are n o m o re seats P3 Why not? I want an answer! A I have no control over the situation I'm just passing on information But I'll tell you what I can i can put you on a flight to Munich this evening There are still seats on the Munich flight leaving at 21.25 P1 That's no good to me! Are you telling me that you can get us to Munich but it's impossible to get us to Frankfurt 250 miles away? It's the same country, isn't it? Or have they got a totally different climate down south? A I'm very sorry, sii I'm doing my best to help you but that's all I can for you at this moment in time 5.4 PI We've been waiting here all day What I want to know is whether you'll be refunding the transfers at the other end A There's no problem, everything will be taken care of and we will give you a form to fill in so that you will be reimbursed P1 A n d th e h o te l? A Yes, y o u 'll a ls o b e a b le t o c la im fo r th e s tu c k in tra ffic h o te l ro o m in th e lo u n g e s ; w e d o n 't m a k e a ny a tte m p t P2 F ro m y o u o r th e h o te l? A It's O K , th e re 's n o n e e d t o w o rry T h e t o m a x im iz e re v e n u e th r o u g h th e re n ta l o f A le x a n d e r II W h e n A le x a n d e r w a s 20, h e BL2 F a c ilitie s T h e re a re n 't e n o u g h seats to u r e d E u ro p e in s e a rc h o f a w ife a n d w as a irlin e w ill m e e t all y o u r e x tra e x p e n s e s m o re re ta il o u tle ts in th e te rm in a l b e c a u s e th e re is n 't e n o u g h s p a c e P3 A re y o u g o in g t o g e t m e t o F n k fu rt RAA1 O K , th a t's e n o u g h fo r th e m o m e n t th is e v e n in g ? I s u g g e s t w e g o aw a y a n d th in k m o re A I fu lly u n d e r s ta n d h o w y o u fe e l b u t I'm a b o u t th e issues a n d h o w w e can d e v e lo p H is m o th e r w a s a g a in s t t h e m a r r ia g e , n o t th is a ir p o r t T h e n c o m e b a c k in a w e e k's tim e a n d h o ld a n o th e r m e e tin g A re w e all P3 W h y n o t? A I'm v e ry s o rry f o r th e in c o n v e n ie n c e b u t a g re e d ? O K If y o u can g e t y o u r id e a s to th e r e a re n o m o re se a ts So, I'm a fra id it's G e rm a n c o u s in , A lb e r t o f S a x e -C o b u r g T h e n A le x a n d e r fe ll in lo v e w ith p r in c e s s b eca u se o f h e r a g e b u t b e c a u s e sh e w as b e p o s s ib le P3 W h y n o t? A W e ll, u n fo rtu n a te ly , I'v e b e e n t o ld th a t o f E n g la n d b u t V ic to r ia m a r r ie d h e r M a rie o f H e sse , w h o w a s ju s t 14 y e a rs o ld a fra id j t d o e s n 't lo o k as if th a t's g o in g to th e r e a re n o m o re se a ts a t o n e tim e in te r e s te d in Q u e e n V ic to r ia m e b e tw e e n n o w a n d th e n , I'll c irc u la te an a g e n d a b e fo re w e m e e t ille g itim a te So s h e b e c a m e t h e E m p re s s M a ria A le x a n d r o v n a a n d is s a id t o h a v e b e e n shy, w ith n o ta s te in fa s h io n , n o in te r e s tin g c o n v e r s a tio n a n d n o c h a rm S he w as o fte n s ic k a n d th e d a m p c lim a te o f S t P e te rs b u rg d id n o t a g r e e w ith h e r Unit c h e s t in fe c tio n b u t s h e w a s s u ffic ie n tly h e a lth y t o h a v e e ig h t c h ild r e n , s ix b o y s n o t g o in g t o b e p o s s ib le P3 W h y n o t? I w a n t an a n s w e r! A I h e a r w h a t y o u 'r e s a y in g b u t, h o n e s tly , 6.1 a n d tw o g irls , fiv e o f w h o m c o n t in u e d th e D u rin g th e 18th c e n tu ry P o m p e ii fig u r e d fa m ily lin e O K , n o w w h y d o n 't w e re tra c e I h a v e n o c o n tr o l o v e r th e s itu a tio n I'm o n th e G n d T o u r o f E u ro p e a n d th e sons o f m a n y o f th e n o b le a n d rich fa m ilie s o u r s te p s b a c k t o th e m a in s ta irc a s e a n d h e a d to w a r d s w h a t I ca n d o u s e d t o v is it P o m p e ii as w e ll as R o m e a n d 6.3 e; c V e n ic e M a n y E u ro p e a n c o u n trie s , th a n k s RAA1 = Regional Airport Authority Representative 1, RAA2 = Regional A irport AutKority Representative 2, BL1 = BeeLines Representative 1, BL2 = Beelines Representative RAA1 W e ll, I th in k th e r e are s e rio u s s a fe ty to th e n e w im p o rta n c e g iv e n to th e ancie r Ita ian, v is ito rs w o u ld c o m m is s io n a rtis ts tc a n d k n o w in g w h a t t o d o in u n e x p e c te d a n d s e c u rity issue s P ro b a b ly th e m o s t c irc u m s ta n c e s , fo r e x a m p le , if th e b u ild in g im p o r ta n t a t th e m o m e n t is c o n g e s tio n £ ™ ° -ii.9 in a l W 0rks: la n d s « p e s a n d c ity view s T h e y w o u ld th e n ta k e th e m b a c k a n d d e la y s , so w e h a v e a p r o b le m w ith h o m e as s o u v e n irs o r g ifts fo r fa m ily a n d ju s t p a s s in g o n in fo r m a tio n B u t I'll te ll y o u F irs t o f all, if y o u w a n t t o b e a g o o d g u id e , w o H d , o p e n e d a c a d e m ie s in N a p le s a n d y o u h a v e to h a v e a n u m b e r o f s k ills a n d p e rs o n a l q u a litie s L et's b e g in w ith th e R o m e to o ffe r h o s p ita lity to th o s e w h o p e rs o n a l q u a litie s Y ou h a v e t o lik e w o r k in g w a n te d to s tu d y th e n e w ly e x c a v a te d w ith a n d fo r o th e r p e o p le - t h a t m e a n s to w n s G iv e n th e e n th u s ia s m fo r all th in q s b e in g fr ie n d ly a n d h e lp fu l a t a ll tim e s has to b e e v a c u a te d o r s o m e o n e is ta k e n ill You h a v e t o b e e n th u s ia s tic , g o o d - in c o m in g a irc ft h a v in g t o c irc le o v e rh e a d h u m o u re d a n d as in m a n y w a y s it's a a n d w a^t in s e q u e n c e b e fo r e th e y can la n d A ll o f th e p a in tin g s are o f a n im a ls such T h a t's d a n g e ro u s as p la n e s c o u ld e a s ily ru n as d e e r th a t th e cave d w e lle rs u s e d t o n e e d t o h a v e an o u t g o in g p e rs o n a lity o u t o f fu e l if th e y h a ve to w a it t o o lo n g se e all a ro u n d th e m W e d o n 't k n o w w h y W h a t e lse ? It's im p o r ta n t n o t t o g e t h ! ,the™but ft ~soften said that they may well have had some magic significance and meant to increaseThe im p a tie n t if s o m e o n e asks a th o u s a n d ^ r ^ r alS-.' p e rs o n a lly d o u b t th is b u t it is a lso b e lie v e d th a t th e y h a d w a lk in g u p a n d d o w n s ta irs all day, y o u RAA2 Yes, a n d th e ru n w a y is o n ly 1,670 m e tre s a n d th e ta x iw a y is t o o s h o rt W e n e e d to in c re a s e c a p a c ity a n d a ttra c t m o re fr e q u e n t flig h ts , s h o rte r tu rn a ro u n d tim e s a n d m o re p a s s e n g e rs T h e n w e 'd b e a b le to b o o s t re v e n u e th r o u g h m o re s c h e d u le d s lo ts a n d la n d in g fe e s p e r fo rm a n c e - y o u 'r e an e n te r ta in e r - y o u q u e s tio n s o r trie s t o c o n t r a d ic t y o u A n d as y o u 'r e lik e ly t o b e o n y o u r fe e t a n d n e e d t o b e f it a n d h a v e p le n ty o f s ta m in a b e e n p a in te d b y sham a n s w h o c o u ld ta lk to s p irits o f anim a ls T h e v w o n lr i ♦ k B u t n o t all th e p e o p le in y o u r p a r ty w ill b e as fit as y o u , so y o u s h o u ld b e s e n s itiv e RAA1 T h a t's all v e ry w e ll a n d w e n e e d m o re c a p ita l b e c a u s e o th e rw is e w e c a n 't m e e t in fra s tru c tu re co sts B u t th e a ir p o r t s im p ly c a n 't h a n d le th e n u m b e r o f p a s s e n g e rs th a t w e h a ve a t th e p re s e n t tim e T h e lo n g lin e s a t c h e c k -in are u n m a n a g e a b le a n d it ta k e s fa r t o o lo n g to g e t th ro u g h se cu rity W e g e t a lo t o f a n g ry p e o p le a n d a lo t o f a b u s e b o th o n a n d o ff th e p la n e s RAA2 W h a t a b o u t s e lf-s e rv ic e c h e c k -in kiosks? W o u ld n 't th e y s p e e d th in g s u p ? BL1 W e w e re p la n n in g to in s ta ll th e s e b u t, a p p a re n tly , th e re 's s o m e k in d o f o b je c tio n b e c a u s e th e y h e lp c rim in a ls g e t o n to flig h ts w it h o u t a n y k in d o f ID v e rific a tio n RAA1 D o n 't yo u h a ve p e rs o n n e l w a lk in g to th e g ro u p 's n e e d s a n d lim ita tio n s F o r and pa in t th e ir visions, perhaps to make It easier to capture the animals e x a m p le , if th e r e are e ld e r ly p e o p le in y o u r g r o u p , d o n 't e x p e c t th e m t o w a lk fa s t 6.2 s = Sonia, T = Tourist o f b a c k g r o u n d k n o w le d g e You n e e d to O f c o u rs e , y o u h a v e to h a v e a g r e a t d e a l s O K , everyone Can everyone hear? V - I suggest alj the children come to the front so they can see better R iriK t nọw i n t h e G o k i T o o m t 5? ™ ;5 '1" n a ^ w h T c tl b ecT u se everyth ng here Is gilded and elaborately decorated - the vaulted ceilings the ■ V t ^ - p ' a t e d c h a n d le r s and t f p e r io d fu rn itu re A n d if yo u lo o k a lo n g th w a lls , y o u can see th e m assive re c ta n a I c o lu m n s e m b e llis h e d w ith f i n e l y ^ to c h e c k in fo r flig h ts le a v in g s o o n ? o rn a te p a tte rn s in B yza n tine style- a n d on e ith e r s id e o f th e ro o m a c o u p le o f e le q a i vases T h e fu rn itu re in th is ro o m was y BL1 I w ish w e d id b u t w e h a v e s ta ffin g d e s ig n e d b y a c a b in e t m a k e r in M o s c o w p ro b le m s to o S o m e tim e s th e re ju s t a re n t T th e lin e a rid p u llin g o u t p e o p le w h o n e e d e n o u g h p e o p le to g o ro u n d T h e y c a n 't b e in tw o p la ce s at th e sa m e tim e RAA2 W h a t o th e r p ro b le m s c o m e to m in d BL2 P arking T h e re are to o fe w s p a ce s a n d to o m any cars BL1 ir a ffic P e o p le m iss th e ir flig h ts because there isn't a fa s t il lin k to th e an port and buses a n d p riv a te cars g e t Is this the original decoration? s N o In fact, this room was reconstructe fo llo w in g the fire o f 1837 by the architect A le xa n d e r Brullov, who also designed the M a la chite Room we saw earlier But w hat A here is the orig inal decoration d o y o u r re s e a rc h b e fo r e h a n d a n d h a v e all th e fa c ts , d a te s a n d d e ta ils a t y o u r fin g e r tip s O n th e o th e r h a n d , p e o p le are o n h o lid a y a n d s h o u ld b e h a v in g fu n , n o t ju s t b e in g g iv e n a c o n s ta n t s tre a m o f fa c ts , so y o u s h o u ld a lso m a k e an a tte m p t to b e as e n te r ta in in g as p o s s ib le M a k e th e p la c e c o m e a liv e b y te llin g a n e c d o te s a b o u t s tra n g e o r in te r e s tin g th in g s th a t h a p p e n e d th e re W h e n e v e r p o s s ib le , pass o n a ny in te r e s tin g in fo r m a tio n e v e n if it's n o t im m e d ia te ly re le v a n t G u id in g is all a b o u t c o m m u n ic a tio n , so y o u s h o u ld s p e a k in a lo u d a n d c le a r v o ic e D o n 't g o t o o fa s t o r t o o slow A n d d o n 't fo r g e t th a t c o m m u n ic a tio n is n o t ju s t a b o u t h o w y o u s p e a k a n d g e t y o u r m e s s a g e across; it's a lso a b o u t m a k in g g o o d e ye c o n ta c t a n d u s in g th e r ig h t b o d y la n g u a g e O K , w e ll, n o w I'm g o in g to 6.4 T h e to w e r is o n e th o u s a n d th re e h u n d re d a n d fo rty -s ix fe e t ta ll T h e c ity w as u n d e r s ie g e fro m n in e te e n fo rty -o n e to n in e te e n fo rty -th re e T h e a n te c h a m b e r m e a su re s fifte e n m e tre s b y th irty -fiv e m e tre s AUDIO SCRIPT T h e la k e fo r m e d a p p r o x im a t e ly tw o I A n d w e c o u ld h a v e a r o o m f o r lo c a l h u n d r e d a n d f ift y th o u s a n d y e a rs a g o h is to ry W e c o u ld in c lu d e d iffe r e n t d ia le c t A n o th e r tim e o n e T h e s p le n d id K o ly v a n V ase is tw o p o in t a b o u t th e R o m a n fiv e s e v e n m e tre s h ig h t h e S a x o n a n d V ik in g in v a s io n s of th e c o n fe re n c e s p e a k e rs h a d w r itte n th e w r o n g information c o n q u e s t of B rita in and d a te in his d ia ry a n d i f I h a d n 't confirmed w ith h im th e d a y b e fo re , w e w o u ld n 't h a v e A Yes, a n d p e r h a p s a n o th e r ro o m a b o u t b e e n a b le t o fin d a r e p la c e m e n t th o u s a n d a n d o n e lo c a l p la c e s o f in te r e s t th a t h a v e s o m e I You h a d a p r o b le m la s t w e e k , d id n 't y o u ? T h e p a r q u e t f lo o r is th r e e q u a rte rs o f an c o n n e c tio n w ith th o s e p e r io d s For example, a l o t of th e p la c e n a m e s around h e re h a v e definite S a x o n o r V ik in g o rig in s m in u te s b e fo r e th e g a m e w as d u e t o T h e w e s t w in g w a s o p e n e d in tw o in c h th ic k S h e w a s b o r n o n th e s ix th o f Ja n u a ry, E Yes! T h e m a tc h w as c a lle d o f f 15 start b e c a u s e th e p itc h w as fro z e n I t h o u g h t referee fift e e n fo rty -s ix C O K B u t w h a t e ls e ? T h a t's o n ly fiv e th e T h e re a re o v e r s e v e n ty -fiv e m illio n ro o m s s o far H a v e y o u g o t a n y o th e r if I h a d n 't a n tic ip a te d th e b a d w e a th e r, m a d e th e w ro n g d e c is io n b u t v is ito rs id e a s ? I w o u ld n 't h ave h a d a c o n tin g e n c y p la n Luckily, I T h e g u id e b o o k c o s ts ju s t s ix te e n d o lla rs n in e ty Unit 11 T h e s ta tu e d a te s b a c k t o th e s e c o n d c e n tu ry bce had some alternative e n te r ta in m e n t p r e p a re d ju s t in case th e y d e c id e d t o p o s o n e o r ca n c e l th e g a m e I W h a t w as it? E W e w a tc h e d a re p la y o f th e W o rld C u p S t P e te rs b u rg is th e s e c o n d la rg e s t c ity 7.1 in R ussia T h e p o p u la t io n is fo u r m illio n , I = Interviewer, E = Emma Murray n in e h u n d r e d a n d fif t y - f o u r th o u s a n d I So, E m m a M u rra y , you're fin a l o n a h u g e h ig h - d e fin itio n scre en It w a s n 't th e s a m e k in d o f e x p e rie n c e as a th e e v e n ts liv e m a tc h b u t I th in k e v e ry o n e e n jo y e d 6.5 c o - o r d in a t o r f o r a m a jo r f o o tb a ll c lu b C a n y o u te ll us h o w y o u g o t th e j o b in th e fir s t s e e in g it a g a in C = Curator, I = Interior Designer, A = A lb ert Johnson C I m u s t say w e 'v e b e e n v e ry lu c k y to E W e ll, w h e n I d id a d e g r e e in Travel and Tourism at Birmingham City University I I H am za , y o u 'v e b e e n o rg a n iz in g th is re c e iv e th is c o lle c tio n a n d th a n k y o u fo r d id n 't s p e c ia liz e in E v e n ts M a n a g e m e n t fe s tiv a l g iv in g us an in v e n to ry So, w h a t w e h a ve b u t d u r in g m y s tu d ie s , I re a liz e d th a t th is us h o w y o u g o a b o u t o rg a n iz in g a fe s tiv a l t o d o n o w is d e c id e h o w w e c a n s o rt th e particularly interested in did my th ir d year w o rk p la c e m e n t h e re and enjoyed it a Jot W h e n I g r a d u a te d , th e c lu b g o t in to u c h w ith m e a n d a s k e d m e if I w a n te d t o c o m e b a c k and work here e x h ib its a c c o r d in g t o d if fe r e n t c rite ria a n d d is p la y th e m in s o m e s o rt o f lo g ic a l o r d e r in th e s p a c e t h a t w e h a ve I Yes, b u t, p o s s ib ly , th e fir s t t h in g w e h a ve t o d o is t o g iv e v is ito rs s o m e b a c k g r o u n d 7.2 p la c e ? I = Interviewer, H = Hamza Habri w as an a rea I w as in fo r m a tio n a b o u t A s c o b y H a ll C a n y o u te ll us a n y th in g a b o u t th a t, M r J o h n s o n ? a lth o u g h th a t's p a r t o f it W h a t I d o is m a n y years now Can y o u te ll lik e th is ? I I So w h a t e x a c tly d o y o u d o ? E I d o n 't ju s t p u t o n e v e n ts fo r for H Yes, w e ll, as you know , th e G naw a fe s tiv a l has b e e n h e ld every ye ar in E ssa o u ira s in c e 1998 I th in k th a t fo r e very m a jo r e v e n t lik e th is one , if it is going to b e a su ccess, y o u n e e d a visio n a n d a the club - m is s io n s ta te m e n t You n e e d to a nsw e r th e q u e s tio n , 'W h y is th is e v e n t b e in g h e ld ? ' A Yes, w e ll, I'm a d ir e c t d e s c e n d a n t o f s ta g e e v e n ts fo r o th e r p e o p le u s in g So, fo r us, th e m is s io n is to show case G e o ffre y J o h n s o n , w h o firs t b u ilt th e h o u s e G n a w a m u s ic a n d d a n c e a n d to c e le b te in 1399 th e c lu b 's fa c ilitie s W e h a v e a la rg e n u m b e r of m e e tin g ro o m s and suites, C W h a t w as th e o r ig in a l la y o u t o f th e s o w h a t h a p p e n s is th a t c o m p a n ie s a n d house? o rg a n iz a tio n s ca n a n d c a te rin g p a c k a g e s to th e ir c o rp o r a te fa m ily u s e d t o liv e a n d th e o th e r w in g c lie n ts w as fo r th e s e rv a n ts a n d th e k itc h e n area th e y^h a ve a sensational v ie w o f th e p la y e rs o n th e p itc h W e also h ave private w h e re th e fa m ily w o u ld e a t a n d e n te rta in T h e n th e h o u s e w as h a n d e d d o w n fro m g e n e tio n t o g e n e tio n a n d , a lth o u g h w e d o n 't k n o w fo r su re, T o b ia s J o h n s o n is s a id I O K So, s e c o n d q u e s tio n : w h o are th e u n d e rs ta n d it, th e m e m b e rs w o u ld m e e t Saturdays? E I w o rk nine to five Monday to Friday and e v e ry m o n th a n d d iscu ss all s o rts o f to p ic a l have to im p o r ta n t w o rk s in th e h is to ry o f s cie n ce , Principia Mathematics, w as a m e m b e r a n d so w as M a tth e w F lin d e rs A T h a t's rig h t H e w as th e m a n w h o firs t s a ile d ro u n d A u s tra lia I So, lo o k in g a t th e flo o r p la n , w e b a sica lly h ave an e n tra n c e area a n d e ig h t ro o m s o f d iffe r e n t sizes I th in k w e n e e d to h ave a ro o m a b o u t th e h o u s e its e lf a n d a n o th e r ro o m d e d ic a te d to th e G e n tle m e n 's S o cie ty C Yes, I th in k so I W h a t a b o u t h a v in g a ro o m a b o u t th e g e o g p h y o f th e lo ca l area? A Yes, w e ll, as y o u kn ow , m o s t o f th e la n d ro u n d h e re is ve ry fla t a n d was ju s t a s w a m p y m a rsh u n til D u tc h e n g in e e rs o v e r in th e 17th c e n tu ry to re cla im th e an fro m th e sea , C T h a t's w h y th e area is known as South H o lla n d from b la c k Chad and fro m M a li in th e n o rth to N ig e ria in th e la u n c h o r h o ld a p riv a te p a rty, th e y can use Isaac N e w to n , w h o w ro te o n e o f th e m o s t G n a w a p o p u la tio n o r ig in a te d a t th e s a m e tim e A n d if a n y o n e w a n ts to m a rk a s p e c ia l o c c a s io n lik e a product th e c lu b as a v e n u e I So I s u p p o s e y o u h ave to w o rk o n issues T h e g re a t m a th e m a tic a l g e n iu s b la c k slaves w h o , o v e r tim e , o b ta in e d th e ir fre e d o m H is to ria n s believe th a t th e e x e c u tiv e b o x e s w h e re p e o p le can e n te rta in th e ir g u e s ts and b u s in e s s g la ss w in d o w o v e r lo o k in g th e c o u rty a rd C Yes, a n d h e w as th e m a n w h o fo u n d e d I W h o are th e G n a w a p e o p le ? H T h e G n a w a o f M o ro c c o w e re o rig in a lly before the match and, of course, t o h a ve in s ta lle d th e m a g n ific e n t s ta in e d th e G e n tle m e n 's S o c ie ty in 1747 A s I G n a w a p e o p le offer our h o s p ita lity A T h e w e s t w in g w as th e a rea w h e re th e A n d th e e n tra n c e u s e d t o b e th e m a in h a ll • th e tr a d itio n s a n d b e lie fs o f M o ro c c o 's b e p re s e n t a t h o m e g a m e s , w h ic h W e s t A fric a - fro m S e n e g a l a n d s o u th s ta k e h o ld e rs in th e e v e n t? H T h e re are m a n y d iffe re n t s ta k e h o ld e rs F irst o f all, th e h o s t c o m m u n ity b e c a u s e th e re w e re o v e r 50,000 v is ito rs last year, w ith a large n u m b e r of p e o p le c o m in g fro m a b ro a d So, th e M in is try o f Tourism are o fte n o n S aturdays W h e n I'm in th e is in v o lv e d in p r o g m m in g th e e v e n t c o rp o r a te h o s p ita lity s u ite , I h ave to g re e t th e people arriving and m a k e sure they're well looked after You need to be c o n fid e n t a n d liaises w ith th e to w n of Essaouira T h e fe s tiv a l o b v io u s ly b rin g s in a lo t of m o ne y, so a n y o n e in v o lv e d in c a te rin g th e people manning the stalls in th e fish a n d y o u n e e d to s m ile - y o u c a n 't have a sa d fa c e b e c a u s e th a t's n o t w h a t th e y 'v e p a id fo r! B u t th e real w o rk is b e fo re h a n d : making sure th e tr a n s p o rt a rra n g e m e n ts are in p la c e for people coming to th e c lu b , th e s e s ta n d to g ain A n d w ith th e n u m b e r of o verseas visitors, the airlines benefit s e ttin g u p th e ro o m s , s u p e rv is in g th e food oreparation and seeing to any last-minute p a rtic u la rly Royal A ir M a ro c , as d o c o m p a n ie s lik e S o n g lin e s M u s ic Travel in ssues I W h a t k in d o f issues? E R e c e n tly w e h a d a p ro b le m w ith a th e UK, w h o o rg a n iz e to u rs to th e fe s tiv a l :lient who had invited a group of Chinese associates to watch a match, unaware of he fact th a t n o n e o f th e m s p o k e E n g lish lue n tly If I h a d k n o w n a b o u t th is in jd v a n c e , I w o u ld h ave a rra n g e d fo r an nterpreter In th e e n d , I managed to g e t n to u c h w ith s o m e o n e w h o w as w illin g o c o m e a n d d o th e jo b b u t sh e s p o k e a m a rk e t, th e h o te lie rs , th e people p ro v id in g b e d a n d b re a k fa s t a c c o m m o d a tio n - all a n d p o s s ib ly a stay in M a rra k e c h o r A g a d ir A n d I m u s tn 't fo r g e t o u r m a in sponsor, th e B M C E Bank, w h ic h backs th e fe s tiv a l fin an cia lly I W h e n is th e fe s tiv a l h e ld ? H Yes, th a t's th e th ird q u e s tio n : w h e n w ill th e e v e n t ta k e p la c e ? O u r fe s tiv a l ta ke s p la c e o v e r fo u r days e v e ry s u m m e r at th e e n d o f J u n e A n d th e fo u rth q u e s tio n AUDIO SCRIPT is: w h e re e x a c tly w ill it b e s ta g e d ? A n d p u t tin g u p th e m o n e y o b v io u s ly it's h e re in E ssa o u ira N N o w a y ! T h e re c o r d in d u s try is ju s t a I I s u p p o s e it m u s t b e q u ite c o m p lic a te d c o rp s e b u t th e r e are m a n y in te re s tin g fr o m a lo g is tic a l p o in t o f vie w th in g s c w lin g o u t o f it Y ou kn ow , w h e n H W e ll, ye s, th e r e a re so m a n y th in g s to I s ta rte d , a re c o rd c o m p a n y w o u ld n 't s ig n c o o r d in a t e a n d it in v o lv e s a g r e a t d e a l y o u u n le s s y o u c o u ld g e n e te a t le a s t o f fo r w a r d p la n n in g : tr a n s p o r t o f a rtis ts 150 ,00 US d o lla rs in sales b u t n o w a ll y o u a n d th e ir e q u ip m e n t, e m e rg e n c y a n d firs t n e e d is s o m e b a s ic e q u ip m e n t t o c u t a a id a cce ss, c ro w d c o n tr o l, m a n a g in g th e C D a n d p o s t it o n Y o u T u b e , a n d y o u g e t m e d ia t s u p p lie s o f fo o d a n d d rin k , w a s te re m o v a l O n e o f th e h a rd e s t th in g s a b o u t lo g is tic s is lo o k in g a t a lis t a n d s p o t tin g w h a t is n o t th e re I A n d , fin a lly , w h a t is th e r e t o s e e a n d d o ? H E ssa o u ira is a r e la tiv e ly s m a ll to w n , so th e r e a re te n d if fe r e n t c o n c e r t s ite s w ith t h e ir o w n s ta g e s a n d te n ts fo r th e p e r f o r m in g m u s ic ia n s T h e fe s tiv a l is also a W o r ld M u s ic F e s tiv a l, so p e o p le can k n o w n th a t w a y - y o u g o v ira l as th e A r c tic M o n k e y s d id T h e re 's an in c r e d ib le a m o u n t o f t a le n t o u t th e re I S o w h a t is y o u r s o lu tio n t o th e fin a n c ia l p r o b le m ? N T w o th in g s I'v e c o n ta c te d th e fo r m e r m e m b e rs o f th e B u rn in g P a g o d a s a n d th e y 'v e v e ry g e n e ro u s ly a g re e d t o d o a b e n e fit c o n c e rt in B e lm o re Park, S y d n e y M y n a m e is S o fia B a ld i a n d I'm a h u m a n re s o u rc e s a s s is ta n t I d id a fir s t d e g r e e in T v e l a n d T o u ris m a n d a t t h e s a m e t im e I jo in e d t h e In s titu te f o r P e rs o n n e l a n d D e v e lo p m e n t, w h ic h is a p r o fe s s io n a l a s s o c ia tio n f o r h u m a n r e s o u rc e s m a n a g e m e n t T h e y r e c o m m e n d e d I g o t o a c a re e rs e x p o a n d I ta lk e d t o a fe w p e o p le b u t i t w a s n 't s p e c ific a lly ta r g e t e d to w a r d s to u r is m a n d th e r e w a s n 't a n y th in g s p e c ific t o p e r s o n n e l m a n a g e m e n t S o , t h e n l t o o k o u t a s u b s c r ip tio n t o P e o p le Management m a g a z in e Y o u g e t a c o d e n u m b e r a n d c a n s e a rc h th e ir o n lin e jo b s d a ta b a s e a n d m a k e v e ry s p e c ific s e a rc h r e q u e s ts T h a t's w h e re I sa w m y j o b a d v e r tis e d I c h o o s e w h ic h s ite t o g o t o a c c o rd in g - th a t's n e a r C h in a to w n - a n d w e h o p e to is e a t le a s t 00,000 d o lla rs t o th e ty p e o f m u s ic th e y p re fe r, fro m I A n d th e o th e r th in g ? c o n te m p o r a r y M o ro c c a n m u s ic t o jazz to N I'm in to u c h w ith th e K u a la L u m p u r e le c tr o n ic fu s io n F o o tb a ll C lu b a n d I th in k th e y 'll le t us A n d a p a rt fr o m th e m u sic? h a v e th e ir s ta d iu m fo r fre e in July It h o ld s H If y o u w a n t t o ta k e a b re a k fro m th e a b o u t 18,000 p e o p le , so if w e se ll tic k e ts m u s ic , y o u c a n e x p lo r e th e b a c k s tre e ts o f a t 150 M a la y s ia n R in g g it - th a t's a b o u t th e m e d in a , c lim b th e m p a rts o f th e o ld P o rtu g u e s e to w n , s tro ll a lo n g th e fis h in g 50 d o lla rs - w e ca n g ro s s a b o u t 0 ,00 d o lla rs p o s te d m y C V o n L in k e d ln a n d a n n o u n c e d e m a ile d m y a p p lic a tio n a n d g o t o ffe r e d an in te rv ie w H i, I'm J e n n ife r W illis I w o r k f o r a h o te l c h a in as a sa le s a n d m a r k e tin g m a n a g e r I g r a d u a te d fr o m a b u s in e s s s c h o o l a n d I th o u g h t th e b e s t w a y t o fin d a j o b w o u ld b e u s in g p ro fe s s io n a l n e tw o r k in g w e b s ite s lik e L in k e d ln , P la x o a n d E c a d e m y S o I h a r b o u r o r re la x o n th e b e a c h e s o u ts id e I O K , b u t y o u s till h a v e o v e rh e a d s th a t l w as lo o k in g fo r w o r k in th e tr a v e l th e to w n I ca n a s s u re y o u , y o u w o n 't g e t N S ure, b u t w e ca n w o rk th a t o u t, n o in d u s try I e v e n in c lu d e d a v id e o o f m y s e lf b o re d ! p ro b le m B u t n o th in g h a p p e n e d A n d th e n a fr ie n d I Last y e a r y o u h a d p ro b le m s w ith w h o w o rk s in IT t o l d m e th a t it is a w a s te g a te c s h e rs W h a t d o y o u in te n d to d o a b o u t th a t? o f tim e s e n d in g in fo r m a tio n a b o u t y o u r s e lf N W e ll, in a s ta d iu m , it's a lo t e a s ie r to d o n 't n a rro w y o u r fo c u s a n d t a r g e t s p e c ific filte r p e o p le , th o u g h th e y 'll p ro b a b ly c o m p a n ie s o r in d iv id u a l re c ru ite rs H e I = Interviewer, H = Hamza Habri I Y ou ta lk e d e a rlie r a b o u t th e v is io n a n d m is s io rv s ta te m e n t H o w d o y o u a c tu a lly tra n s la te th e s e in to o b je c tiv e s w h e n y o u 'r e in to th e b la c k h o le o f c y b e rs p a c e if y o u p la n n in g th e fe s tiv a l? c o m p la in a b o u t th e q u e u e s W e also h o p e a lso s a id t h a t p e r c e n t o f p e o p le g e t H W e ll, o n c e y o u k n o w w h a t an e v e n t is th a t s p e c ia lis t to u r o p e to rs w ill s ta rt th e ir jo b th r o u g h r e c o m m e n d a tio n So, d e s ig n e d to a c h ie v e , y o u ca n th in k o f th e p r o m o tin g th e fe s tiv a l as w e ll a n d th a t'll th e n I s ta r te d re s e a rc h in g h o te l c h a in s o b je c tiv e s in te rm s o f se ve l ke y fe a tu re s ; b r in g in p e o p le fro m th e fiv e c o n tin e n ts so a n d fo llo w in g th e T w itte r fe e d s o f t h e ir th e s e are s u m m e d u p in th e a c ro n y m th e fe s tiv a l w ill b e c o m e n o t ju s t an A sian fe s tiv a l b u t a tr u ly w o r ld fe s tiv a l e x e c u tiv e s a n d , s u re e n o u g h , o n e o f th e m SM AR T I W h a t d o e s th a t m e a n ? H S s ta n d s fo r 's p e c ific ' F o r e x a m p le , o n e o b je c tiv e o f th e fe s tiv a l m ig h t b e to a ttra c t 0,0 00 m o re p e o p le to th e fe s tiv a l c o m p a re d to last year In fa c t, w e n o w g e t a b o u t h a lf a m illio n v is ito rs , so w e 'v e a c h ie v e d th a t M s ta n d s fo r 'm e a s u b le ', so as I ju s t sa id , an in c re a s e in th e n u m b e r o f tic k e ts s o ld can b e m e a s u re d , w h e re a s an o b je c tiv e lik e 'ra is in g a w a re n e ss o f So w h a t's th e lin e -u p th is year? c o n ta c te d m e , s a id h e lik e d m y p r o f ile a n d o ffe re d m e a jo b N T o p o f th e b ill is C a m b o d ia D u b M y n a m e is A n th o n y C h a n a n d l fir s t F o u n d a tio n T h e y 're a g re a t b a n d a n d s tu d ie d H o s p ita lity M a n a g e m e n t a n d w e 're b r in g in g b a c k th e Java Jive A ll S tars - th e y w e n t d o w n v e ry w e ll I W h o e lse? s p e n t s o m e tim e w o r k in g o v e rs e a s fo r t o u r o p e to rs , le a rn in g h o w th e o v e rs e a s p a r t o f a to u r o p e to r's p r o g r a m m e w o rk s N W e ll, n o t e n tire ly su re - it's e a rly d ays T h e n I re tu rn e d t o th e U K t o b e b a c k w ith y e t - b u t I'v e g o t p le n ty o f c o n ta c ts m y fa m ily a n d I lo o k e d a fte r m y c h ild re n I O K , N ic k , th a n k s fo r y o u r tim e ! w h ile m y w ife w e n t o u t to w o rk W h e n sh e N Y o u 're w e lc o m e w as m a d e re d u n d a n t, I s ta r te d th in k in g a b o u t a n o th e r p o s itio n in th e h o s p ita lity G n a w a m u s ic ' is less ta n g ib le I R ig h t A n d A ? H A m e a n s 'a c h ie v a b le ' T h e re 's n o p o in t in d u s try B u t it w as d iffic u lt b e c a u s e I h a d Unit n o c o n ta c ts I b o u g h t a q u a lity n e w s p a p e r e very d a y b u t th e jo b s a d v e rtis e d w e r e n 't in s e ttin g an o b je c tiv e w h ic h c a n 't b e m e t 8.1 s p e c ific e n o u g h B u t I w as v e ry lu c k y b e c a u s e it's u n re a lis tic - fo r e x a m p le , if w e w e re to say th a t w e w a n te d p e o p le fro m I le f t c o lle g e , th e r e w e r e n 't m a n y jo b s b e c a u s e o n e d a y a n d q u ite b y c h a n c e m y w ife s u n c le , w h o is b a s e d in H o n g K o n g , e v e ry c o u n try in th e w o r ld to p a rtic ip a te a v a ila b le a n d m y fr ie n d s s a id I s h o u ld g o g o t in to u c h w ith m e a n d o ffe r e d m e m y R s ta n d s t o te m p o r a r y e m p lo y m e n t a g e n c ie s b u t I p re s e n t p o s t as B ritis h r e p r e s e n ta tiv e fo r a C h in e s e to u r o p e to r fo r 're le v a n t', so w e m a k e sure M y n a m e is E rn e s to G u e rre ro W h e n th e m u s ic is b a s ic a lly w o r ld m u s ic a n d d id n 't b e c a u s e I w a n te d a fu ll- tim e jo b I w e w o u ld n 't in v ite m e g a ro c k sta rs lik e w as a ls o re lu c ta n t t o s p e n d h o u rs o n th e C o ld p la y , fo r e x a m p le A n d T m eans in te r n e t s e a rc h in g o n lin e r e c r u itm e n t s ite s 'tim e -s p e c ific ' W e h ave to m a k e su re th a t as it's v e ry tim e - c o n s u m in g So I d e c id e d e v e ry th in g is o n tra c k d u r in g th e p la n n in g t o ta r g e t a n u m b e r o f c o m p a n ie s I k n e w s ta g e a n d th a t w e g e t o u r s c h e d u le s r ig h t | w o u ld w a n t t o w o r k fo r I s e n t th e m m y 8.2 I m a h u m a n re s o u rc e s m a n a g e r, so I g e t to re a d a la rg e n u m b e r o f C Vs a n d m a n y o f th e m g e t re je c te d V ery o fte n , th e C V is t o o lo n g - o n e A p a g e is u s u a lly e n o u g h - so th a t e v e ry th in g is in p la c e b y th e th ird T V a n d a c o v e r in g le tte r b u t m o s t o f th e m w e e k o f J u n e a t th e ve ry la te s t n e v e r r e p lie d a n d th e o n e s th a t d id ju s t a n d s o m e tim e s it's n o t p r in te d o n g o o d q u a lity p a p e r It's a v e ry c o m p e titiv e A s e n t m e le tte r s o f re je c tio n A n yw a y, th re e m o n th s later I c o n ta c te d o n e p a rtic u la r s ta n d s o u t fro m th e c ro w d So if, u n d e r I = Interviewer, N = Nick Ikin I N ick, I k n o w th e fe s tiv a l is u n d e r th re a t h m y s e lf A n d a t t h e e n d o f t h e t h r e e m o n th s th e y t o o k m e o n co m pa n y and said w h y I re a lly w a n te d to m a rk e t, so y o u w a n t to re a d a C V th a t th e Leisure interests s e c tio n , a c a n d id a te a n d y o u r s p o n s o r has th re a te n e d to p u ll w o r k w ith th e m a n d o ffe r e d t o d o a th re e says th e y lik e s o c ia liz in g w ith fr ie n d s o r o u t I w as w o n d e r in g if a ny o f th e m a jo r m o n th in te r n s h ip w it h o u t pay So I th in k re a d in g n o ve ls, th e n I'm n o t re a lly v e ry re c o rd la b e ls w o u ld b e in te re s te d in th e y w e re im p re s s e d b y th is s tra te g y a n d th e y g a v e m e th e o p p o r tu n it y t o p ro v e im p re s s e d It's n o t a g o o d id e a to m e n tio n p a ssive , s o lita ry in te re s ts lik e w a tc h in g T V CRIPT o r p la y in g c h e s s H o b b ie s t e ll th e re a d e r S In s o m e t h in g a b o u t y o u r p e rs o n a lity F o r th e in te r v ie w o n tim e o r fin d in g th e r ig h t e x a m p le , if y o u e n jo y m o u n t a in e e r in g office o r w h ite w a te r r a ftin g , it s h o w s y o u h a v e I H o w s h o u l d p e o p le d re s s f o r an y o u rs e lf? H o w w o u ld a s ta m in a a n d c a n s tre tc h y o u r s e lf t o th e in te rv ie w ? describe you? th e m in te r e s te d in th e n e w a c tiv itie s o n ca se th e re 's a p r o b le m g e t tin g t o o ffe r S C o u ld y o u It c a n h a p p e n lim it, a n d t h a t y o u c a n d e p e n d o n y o u r S F irs t im p re s s io n s o w n re s o u rc e s in d e m a n d in g s itu a tio n s it s s till im p o r ta n t f o r a m a n t o w e a r a s u it C1 c o u n t In m o s t cases, te ll m e s o m e th in g a b o u t friend or colleague U m I g u e s s h a rd -w o rk in g a n d r e lia b le b u t I'm a ls o c re a tiv e , g o o d a t c o m in g u p w ith id e a s a n d p r o b le m -s o lv in g A s a c a re e rs a d v is o r, m a n y p e o p le ask a n d tie a n d f o r a w o m a n t o b e d re s s e d w h a t m y a t t it u d e is to w a r d s in c lu d in g s m a rtly S h e s h o u ld a v o id to o m u c h S W hy a p h o t o P e rs o n a lly , I d o n 't o b je c t t o je w e lle r y a n d w e a r s e n s ib le s h o e s F o r C1 d id y o u le a v e y o u r la s t jo b ? I d id n 't le a v e th e jo b T h e jo b le ft m e S You m e a n y o u w e re fire d ? s e e in g a p h o t o b u t I a ls o s e e lit tle p o in t in b o t h , a t r i p t o th e h a ird re s s e r a fe w d a y s a tta c h in g o n e In fa c t, in s o m e c o u n trie s b e fo r e is a g o o d id e a T h e g o ld e n ru le is C1 lik e th e U S A it's a c tiv e ly d is c o u r a g e d t o d re s s a p p r o p r ia te ly , n e ith e r t o o casual in to fin a n c ia l d iffic u ltie s a n d th e c o m p a n y b e c a u s e it c a n le a d t o d is c r im in a tio n n o r o v e rd re s s e d M u c h m o re im p o r ta n t f o r m e is a i W h a t's t h e b e s t w a y t o r e s p o n d t o th e d e s c r ip tio n o f e d u c a tio n a n d q u a lific a tio n s in te rv ie w e r's q u e s tio n s ? t h a t I c a n u n d e r s ta n d P e o p le o fte n w r ite fo r e ig n a c ro n y m s o r a b b r e v ia tio n s lik e or BTS ESO t h a t th e re c r u ite r c a n 't u n d e rs ta n d It's m u c h b e t t e r t o w r it e th in g s lik e / did a S The h a d t o d o w n s iz e , so I w as m a d e re d u n d a n t th e m a in t h in g t o r e m e m b e r is t h a t e a ch C V s h o u ld b e ta ilo r e d t o th e k in d o f jo b c o n c r e te e x a m p le s profile Personal s e c tio n b e c a u s e I o b v io u s ly w a n t t o m a tc h th e p r o f ile o f th e p e rs o n I'm re c r u itin g w ith th e j o b re q u ire m e n ts It's n o g o o d ju s t s e n d in g o f f th e s a m e o n e e a c h tim e b e c a u s e th e re 's lit tle lik e lih o o d o f y o u g e t t in g a jo b if y o u d o n 't a d a p t it t o th e j o b p r o file W h e n I w as a s tu d e n t, I d id a c o u rs e a t u n iv e rs ity in w r it in g C Vs T h e te a c h e r s a id w e s h o u ld le a rn e x p re s s io n s t o d e s c rib e o u r s k ills a n d w o rk e x p e rie n c e , lik e / a m go o d at working under pressure, I have a g ood eye for detail, I was responsible for , I was in charge o f , I specialized in a n d so o n I a lso le a rn t a c tio n v e rb s lik e handled, designed, supervised, coordinated, monitored a n d so o n T h e C2 n o t a fra id o f h a rd w o rk a n d I th in k I'm p r e tty e ffic ie n t OK And can y o u te ll us w h a t y o u S C2 a nd h o w you or arrogant? a t a ll You n e e d to k n o w so y o u can m a k e a n y a d ju s tm e n ts n e x t tim e You m a y b e a b le to h ig h lig h t a n y w e a kn e sse s o r m a y b e th e re w as n o th in g w ro n g w ith y o u didn't have W e ll, as y o u can see fro m m y CV, th e r ig h t profile q u ite a S = Stephen Lang, C1 = Candidate 1, C2 t* Candidate S O K , w e ll, firs t o f all, c o u ld y o u b r ie fly ru n lot of experience Um I've n e v e r d o n e th is k in d o f jo b b e fo re b u t, as fa r as I can te ll from th e jo b d e s c rip tio n , it seem s to b e o n e w h e re I can k in d o f use m y skills A n d it would also be a g o o d m ove fo r m e b e c a u s e it w o u ld g iv e m e b e tte r p r o m o tio n p r o s p e c ts th a n I had before A lso, I'v e ju s t g o t m a rrie d a nd w e 'v e n o w b o u g h t a fla t, so I re a lly n e e d a jo b to h e lp w ith th e re p a y m e n ts I se e th a t y o u w o rk e d as a te le s a le s S re p re s e n ta tiv e tw o ye ars a g o W h a t d id y o u le a rn fro m y o u r p re v io u s jo b ? C2 W e ll, it w a s n 't easy - th e w o rk was v e ry r e p e titiv e , w h ic h a c tu a lly is n o t a b a d th in g if y o u 're tire d , b e c a u s e if y o u 're tir e d th a t day, th e re p e titio n can k in d of h e lp y o u h a n d le it U m w h a t d id I learn? S o m e tim e s th e c a lle rs are a bu sive , so y o u h ave to h ave c u s to m e r se rvice skills, fir s t C Vs I w ro te w e re v e ry r e p e titiv e a n d th r o u g h y o u r p re v io u s e x p e rie n c e ? h a d lo n g s e n te n c e s I w a s n 't a w a re o f th e n e e d to b e c o n c is e a n d use b u lle t p o in ts C1 Yes, o f c o u rs e A s y o u can see fro m m y CV, I d id a d e g re e in Travel a n d T o u rism re m a in ca lm , y o u know , b e p a tie n t a n d t o lis t m y ke y a c c o m p lis h m e n ts I a lso a n d s p e c ia liz e d in e v e n ts m a n a g e m e n t p o lite So, yes, I le a rn t g o o d c u s to m e r d id n 't d o a n y p r o o fre a d in g , so th e re w e re I d id an in te rn s h ip w ith a m a jo r fo o tb a ll s p e llin g a n d g m m a tic a l m is ta k e s I h a d n 't c lu b after I've h a d a n u m b e r o f p re v io u s jo b s , so I've g o t about after th e interview? S W e ll, th e re 's n o th in g w ro n g in phoning a few d a y s la te r t o ask whether a decision has been made It s h ow s y o u 'r e m o tiv a te d B u t if you don't get th e jo b , y o u s h o u ld ask b u t y o u ju s t find a ttra c tiv e in th is p a rtic u la r jo b ? u s e d th e m I OK W hat S Not I lik e w o rk in g a n d h e lp e ach o th e r g e t th in g s d o n e I'm y o u 'v e th e in te rv ie w e r why I Is n 't th a t k in d of impertinent me in a te a m w h e re e v e ry b o d y can c o n tr ib u te s h o w th e in te r v ie w e r of when U m w e l l u m I lik e p e o p le a n d I th in k o th e r p e o p le lik e e x a m p le s W h e n y o u r e s p o n d w ith a c tu a l m e n tio n e d o n y o u r C V a n d , a g a in , g iv e c o u ld s ta rt b y te llin g us s o m e th in g a b o u t y o u rs e lf? o n - t h e - jo b e x p e rie n c e s a n d s itu a tio n s previously had t o d e a l w ith , y o u in p r a c tic a l terms w h a t y o u k n o w a n d w h a t y o u c a n A ls o , y o u s h o u ld h ig h lig h t th e skills y o u 'v e y o u 'r e a p p ly in g f o r a n d c o n ta in a S P e rh a p s y o u b e s t w a y is t o s h o w th e in te rv ie w e r I have a degree - o r m a s te r's in a n d th e n th e s u b je c t s tu d ie d O r / graduated from the University of wherever in whatever year it was B u t , w h a t y o u k n o w b y g iv in g s p e c ific o r d ip lo m a - course in N o , n o , n o t a t all T h e c ru is e lin e g o t I g r a d u a te d a n d th e n I g o t a s e rv ic e skills S Right And what would you say is your n o tic e d I u s e d t o th in k th a t u s in g c o lo u rs jo b o n a c ru is e s h ip M y d u tie s th e re w e re greatest strength? a n d d iffe r e n t fo n ts w o u ld m a k e m y C V p re s e n tin g a n d c o o r d in a tin g a c tiv itie s C2 s ta n d o u t b u t n o w I k n o w th a t it d o e s n 't on b o a rd a n d p re s e n tin g th e o n -s h o re W e ll e r s o m e tim e s I've b e e n to ld th a t I p a y to o m u c h a tte n tio n to d e ta il b u t I c re a te a g o o d im p re s s io n - in fa c t, th e e x c u rs io n to th e p a s s e n g e rs a t th e p o rts th in k th a t's a g o o d th in g As I said, I'm very o p p o s ite - a n d it's b e s t if it's s im p le a n d e ffic ie n t, so I alw ays m a ke sure th a t all th e c o n s is te n t th e y w o u ld visit S A n d w h a t d o y o u th in k y o u le a rn t th a t jo b ? C1 W e ll, it w as ve ry c h a lle n g in g to g iv e fio m S = Stephen Lang, I = Interviewer S W h a t p e o p le o fte n d o n 't re a lize is w h a t ta lks to h u n d re d s of people , so I had to b e re a lly s e lf-c o n fid e n t a n d w e ll-p re p a re d th e y s h o u ld d o b e fo re th e y c o m e fo r an in te rv ie w O b v io u s ly , th e y s h o u ld a n tic ip a te So, I th in k I le a rn t h o w im p o r ta n t it is to b e w e ll-o rg a n iz e d ; a n d I n e e d e d g o o d c o m m u n ic a tio n skills w h e n th e re w ere th e q u e s tio n s a r.d th in k a b o u t p o s s ib le a n sw e rs b u t th e re are o th e r th in g s th e y s h o u ld d o as w e ll F o r e x a m p le , th e y s h o u ld fin d o u t as m u c h as p o s s ib le a b o u t th in g s g e t d o n e jo b th e r th a n a n y o n e else? C2 W e ll, I s u p p o s e th e re are lots o f o th e r c a n d id a te s w h o c o u ld fill th is p o s itio n b u t I p a s s e n g e rs S O K C an y o u g iv e m e an e x a m p le o f a th in k I'm w e ll-s u ite d to th e job d e s c rip tio n , I'm like e r committed ~ I k n o w I can d o th e jo b w ell I'm an e ffic ie n t k in d o f problem and how you p e rs o n w h o g e ts th in g s d o n e th e c o m p a n y b e fo re h a n d - fo r e x a m p le , th e n u m b e r o f e m p lo y e e s , th e tu rn o v e i, th e s tru c tu re o f th e o rg a n iz a tio n , th e rates board ship - th e re was a h u rric a n e a n d w e c o u ld n 't sail into port, so I h a d to in te rv ie w a n d , if p o s s ib le , fin d o u t a o u t th a t p e rs o n 's p o s itio n in th e co m p a n y, g e t th e p e rs o n 's m o b ile p h o n e n u m er is in o d e r and problems with the h a n d le d it? C Yes, th e re w as o n c e a p ro b le m on o f p a y a n d so o n T h e y s h o u ld also fin o u t w h o is a c tu a lly g o in g to c o n d u c t th e p a p e rw o rk o n tim e I th in k th a t's im p o rta n t S O K O n e last q u e s tio n C an y o u tell us why we s h o u ld hire y o u fo r th is p a rtic u la r ca n ce l s o m e e v e n ts a n d organize d iffe re n t passengers re p la c e m e n t a c tiv itie s fo r th e 8.5 S = Stephen Lang, C = Candidate S A re th e re any q u e s tio n s y o u 'd lik e to ask us o r a ny a s p e c ts o f th e jo b th a t n e e d at s h o rt n o tic e S o m e o f th e p a s s e n g e rs c la rify in g ? w e re u n h a p p y a b o u t this, so I h a d to C Yes, e xpla inw vh y it was n ece ssa ry a n d try to g e t to k n o w a b it m e re a b o u t U m firs t o f all, I've p re p a re d a list o f th in g s I'd like I W h y is th a t? i AUDIO SCRIPT c o u ld y o u te ll m e s o m e th in g m o re a b o u t Unit th e y 'r e a c tu a lly c a lle d c h ip s , n o t frie s w h a t th e j o b in v o lv e s ? I A n d th e la s t p h o t o ? S Yes, y o u w o u ld b e w o r k in g w ith a 9.1 te a m o f fiv e o th e r p e o p le a n d y o u r m a in 1= Interviewer, J = Jean-Pierre re s p o n s ib ility w o u ld b e c o n ta c tin g firm s I So, J e a n -P ie rre , w h a t a b o u t n u m b e r a n d o r g a n iz a tio n s t h a t w o u ld b e re a d y to u se o u r fa c ilitie s 1? W h e re d id th e s lo w fo o d m o v e m e n t o rig in a te ? C J A h I k n o w th e a n s w e r t o th is o n e ! T h e W h o w o u ld I b e r e p o r tin g to ? S Y o u w o u ld b e u n d e r th e d a y -to -d a y J a n d a c ro s s e a s te rn E u r o p e I E x c e lle n t! So, a lm o s t fu ll m a rk s f o r th e q u iz ! W e ll, n o w I'd lik e us t o t a lk a lit tle b it a b o u t a n sw e r's 'Ita ly ' It w a s s ta r te d in 198 b y s u p e rv is io n o f y o u r lin e m a n a g e r a n d , a m a n c a lle d C a rlo P e trin i, as a p r o te s t u ltim a te ly , t o th e h e a d o f d e p a r tm e n t His a g a in s t fa s t f o o d a n d th e o p e n in g o f a n a m e is H e rr G r u b e r a n d h e 'll b e p re s e n t M c D o n a ld 's n e a r th e S p a n is h s te p s in a t th e s e c o n d in te rv ie w R o m e It's n o w an in te r n a tio n a l m o v e m e n t C U h h u h U m w h a t k in d o f tr a in in g d o a n d a im s t o p re s e rv e tr a d itio n a l a n d y o u o ffe r? U m t h a t lo o k s lik e a b o r s c h t, w h ic h is a b e e t r o o t s o u p a n d v e ry p o p u la r in R ussia 9.2 W = Waiter, D1 = Diner , D = Diner W A re y o u re a d y t o o r d e r ? D1 H i, c o u ld y o u ju s t te ll u s w h a t th e s e d is h e s a re? F o r e x a m p le , w h a t's t h e k u z u p irz o la ? S W e h a v e o u r o w n In te rn a l T in in g r e g io n a l c u is in e a n d p r o m o te h e a lth y e a tin g h a b its W D e p a r tm e n t a n d w e re g u la rly o rg a n iz e I O K , g o o d s ta rt! S o h o w a b o u t n u m b e r 2? w h ic h are m a r in a te d in re d p e p p e r , th e n se s s io n s so th a t e m p lo y e e s ca n le a rn any J W e ll, th is is a b it o f a tr ic k q u e s tio n g r ille d o v e r c h a rc o a l a n d s e rv e d w ith ric e s k ills th e y th in k th e y la c k a n d g o fo rw a rd to F u s io n m e a n s 'jo in in g tw o o r m o re th in g s D1 S o u n d s g o o d A n d w h a t a b o u t in c re a s e th e ir c h a n c e s o f p r o m o tio n to g e th e r ' b u t fu s io n c u is in e 's n o t a b o u t la h m a c u n ? C H o w w ill m y p e rfo rm a n c e b e re v ie w e d sa uce s T h e a n s w e r i s 'd ', c o m b in a tio n s W S T h e re 's a fir s t a p p is a l a fte r th re e o f c u is in e s fr o m d iffe r e n t re g io n s A g o o d e x a m p le w o u ld b e T e x -M e x a ro u n d b r e a d b a s e th a t's b a k e d in a b r ic k m o n th s t o d is c u s s h o w th e jo b is g o in g \ to m a to e s a n d h e rb s a n d th e n o n c e a y e a r a fte r th a t M r Ross J W e ll, as a F re n c h m a n , I'd lik e th e a n s w e r a n d w h o d o e s th a t? S o fa r so g o o d A n d n u m b e r 3? O K , th e s e a re t e n d e r la m b c u tle ts T h a t's a k in d o f T u rk is h p iz z a T h e re 's o v e n a n d t o p p e d w ith m in c e d m e a t, w e ll y o u 'r e d o in g a n d a n y im p ro v e m e n ts v in e y a rd is th e b ig g e s t g r a p e - g r o w in g D1 W D2 W 8.6 p r o p e r ty in th e w o rld , o v e r ,2 h e c ta re s fis h w ith c a rro ts a n d to m a to e s , a n d A O K , th is p o s t o f a s s is ta n t m a n a g e r, I E x c e lle n t! I c a n 't im a g in e y o u d o n 't k n o w th e a n s w e r t o th e n e x t o n e fla v o u r e d w ith o n io n s a n d g a rlic w o u ld d o th a t b u t th e re 's n o th in g to s to p y o u a s k in g M rs W ilk in s fo r a d v ic e o n h o w w h a t's th e p r o f ile o f th e p e rs o n w e 're t o b e 'B o rd e a u x ' b u t, in fa c t, I k n o w th a t th e a n s w e r is 'C a lifo rn ia ' T h e San B e rn a b e lo o k in g fo r? J W e ll, D o r lin g K in d e rsle y, B a e d e k e r a n d B W e ll, I th in k w e n e e d s o m e o n e w ith L o n e ly P la n e t are all g u id e b o o k s b u t o n ly fa irly s u b s ta n tia l e x p e rie n c e , say s e ve n o r M ic h e lin g iv e s stars t o re s ta u n ts o n th e b a s is o f a n o n y m o u s in s p e c tio n s I A n d n u m b e r 5? e ig h t yi^ars C N o t s u re a b o u t th a t T h is is n o t a s e n io r p o s itio n , is it? I'd g o fo r less - th re e to fo u r J Eggplant is th e w o r d u s e d in th e U n ite d A O K , so w e n e e d a jo b s p e c ific a tio n C Yeah So, b a sica lly, w e 're lo o k in g fo r S ta te s, C a n a d a , A u s tra lia a n d N e w Z e a la n d s o m e o n e w h o w ill m a n a g e th e d a y -to -d a y fo r aubergine Z u c c h in i is th e A m e ric a n E n g lis h w o r d fo r c o u rg e tte fo r re c ru itin g a te a m o f b e a u tic ia n s a n d I W h a t a b o u t to m a to e s ? D o y o u k n o w w h e re th e y o rig in a te d ? s p e c ia lis ts in w e lln e s s tre a tm e n ts J Yes, th e y w e re firs t g ro w n in S o u th A W o u ld th e p e rs o n a p p o in te d k n o w A m e ric a a n d b r o u g h t to E u ro p e b y th e a n y th in g a b o u t th e sp a p ro g m m e , S p a nish T h e y w e re o rig in a lly c a lle d b e a u ty tre a tm e n ts , th a la s s o th e p y , x ito m a tl , w h ic h , a p p a re n tly , m e a n t 'th e s w e llin g fru it' ru n n in g o f th e sp a A n d w ith re s p o n s ib ility a ro m a tic p la n t o ils, th a t s o rt o f th in g ? B W e ll, it w o u ld h e lp a n d I th in k he o r I O K , th e n e x t fo u r q u e s tio n s are all a b o u t she s h o u ld p ro v id e s o m e a s s is ta n c e in th e d e s ig n a n d m a rk e tin g o f w h a t th e spa th e n a m e s o f in te rn a tio n a lly fa m o u s dish e s W h ic h o f th e m d o y o u kn ow ? o ffe rs B u t it's n o t in d is p e n s ib le as w e can J B o u illa b a is s e is easy It's a d e lic io u s fis h e m p lo y an e x te rn a l c o n s u lta n t to d o th a t s te w fro m M a rs e ille in s o u th e a s t F n ce C Sure - it w o u ld b e c h e a p e r in -h o u s e A W h a t a b o u t th e id e a l c a n d id a te 's fro m ch e e s e - a c ro q u e m o n s ie u r, fo r p re v io u s e x p e rie n c e ? I g u e ss w e 're lo o k in g fo r s o m e o n e w ith a c o lle g e o r u n iv e rs ity d e g re e B O r h ig h e r A n d th e y m u s t b e flu e n t in S p a n ish A n d th e a b ility to use E n g lis h is s tro n g ly r e c o m m e n d e d C I th in k it's im p o r ta n t a t th is le v e l t o h a ve s o m e o n e w h o has a g o o d tra c k re c o rd in fin a n c ia l m a n a g e m e n t a n d ca n m a k e th e spa a real g o in g c o n c e rn So, th e c a n d id a te s h o u ld b e g o o d a t k e e p in g a c c u te a c c o u n ts , p r o v id in g a g o o d le v e l o f c u s to m e r s e rvice a n d s u p e rv is in g sta ff So, e x c e lle n t p e o p le m a n a g e m e n t a n d c o m m u n ic a tio n skills A O K , w e 'll u p lo a d th e a d th is a fte rn o o n B Just one more thing We want to grow this business, so it's im portant for the candidate to really know the spa business Whoever we appoint should be able to m onitor trends in the spa marker F o r n u m b e r 8, all th e s e d is h e s are m a d e e x a m p le , is b a s ic a lly a to a s te d c h e e s e s a n d w ic h - b u t th e o n ly o n e fr o m S w itz e rla n d is th e fo n d u e , w h ic h is a d is h D2 W D2 W T h a t s o u n d s d e lic io u s I'll h a v e th a t A n d M adam ? W h a t's th e le v re k p ila k i? It's a ta s ty s te w m a d e b y s im m e r in g A n d w h a t's i t s e rv e d w ith ? P o ta to e s O K A n d th is o n e ? M id y e d o lm a s i? T h a t's a d e lic io u s d is h o f fre s h m u s s e ls , w h ic h are s tu ffe d w ith a s p ic y ric e m ix tu re , s te a m e d o v e r a lo w fir e a n d a c c o m p a n ie d b y c h o p p e d s h a llo ts 9.3 T h e w a y w e w e re tr e a te d w as a b s o lu te ly a w fu l! T h e w a ite rs w e re in an e x tr e m e ly b a d m o o d , s h o u tin g a t e a c h o th e r a n d g e n e r a lly a n n o y in g us A n d w h e n w e tr ie d t o c a tc h t h e ir e y e t o a sk fo r s o m e th in g , th e y to ta lly ig n o r e d us! I d o n 't o fte n g o t o an In d ia n re s ta u n t b u t w h e n I d o , I e x p e c t t o h e a r s ita rs o r m a y b e th e re 's a v id e o o f s o m e B o lly w o o d m o v ie b u t th e la s t o n e I w e n t t o w as p la y in g C h o p in ! W h e n y o u g o t o an Ita lia n re s ta u n t, y o u e x p e c t t o s e e s o m e th in g t h a t r e m in d s y o u o f Ita ly - an Ita lia n fla g , p ic tu re s o f F lo re n c e a n d R o m e , re d a n d w h ite c h e q u e r e d ta b le c lo th s w ith m a tc h in g n a p k in s a n d g re e n n a p k in rin g s T h is o n e ju s t h a d a h u g e p ic tu r e o f B o b M a rle y o n o f m e lt e d ch eese s e rv e d in a b ig p o t a n d th e w a ll! I lik e re g g a e v e ry m u c h b u t w h a t's th is g o t t o d o w ith Italy? e a te n b y d ip p in g b re a d in to o f a lo n g fo rk T h is re s ta u n t is so p o p u la r b u t, in fa c t, It o n th e e n d I R ig h t A n d n u m b e r 9? J I m n o t sure I h e s ita te b e tw e e n M e x ic o a n d B zil fo r th e g u a c a m o le I'll g o fo r B razil I O h , sorry! Guacamole originated with the A z te c s in Mexico So you got one wrong there! J O h d ea r, n o t g o o d fo r m y r e p u ta tio n ! B u t I d o re c o g n iz e th e s e d ish e s W e 'v e g o t I w o u ld n e v e r g o th e r e b e c a u s e u n le s s y o u g e t th e r e firs t th in g in th e e v e n in g , y o u 'll p r o b a b ly h a v e to s ta n d in a lo n g q u e u e o n th e p a v e m e n t u n til s o m e o n e d e c id e s to lea ve I d o n 't u n d e rs ta n d w h y th e y d o n 't ta k e re s e rv a tio n s T h e re w as n o d is h o f th e d a y o r h o u s e s p e c ia lity - ju s t fo u r k in d s o f s a la d th a t lo o k e d a n d ta s te d id e n tic a l a n d th e k in d o f c o u rs e s y o u 'd e x p e c t in a ny G re e k ta v e rn a sushi fr o m J a p a n a n d m o u le s frite s , th a t is m u s s e ls a n d F re n c h fries, fro m B e lg iu m It's b y c a n d le lig h t, w ith w a ite rs d re s s e d in in te r e s tin g th a t F re n c h frie s p ro b a b ly a re n 't tr a d itio n a l b la c k a n d w h ite t o c a p tu re th e F re n c h a t all - th e w o rd frenching re fe rs T h e p e r fe c t p la c e fo r a ro m a n tic d in n e r a m b ie n c e o f th -c e n tu ry Paris to th e te c h n iq u e o f c u ttin g s o m e th in g I n e a rly h a d a h e a rt a tta c k w h e n th e in to lo n g s trip s A n d , o f c o u rs e , in B rita in w a ite r, w h o h a d a b ig s m ile o n his fa ce , g a v e m e t h e b ill! I'd r e c o m m e n d th is M y h u s b a n d a n d I h a d ju s t s o ld o u r la s t P a c h a c a m a c Sun T e m p le is o n ly h a lf an r e s ta u n t o n c o n d itio n t h a t y o u ta k e o u t a tr a v e l b u s in e s s a n d w e h a d s o m e m o n e y h o u r a w a y a n d w e c o u ld d o a t o u r o f L im a b a n k lo a n b e f o r e h a n d ! t o in v e s t W e th o u g h t th e n e x t b ig t h in g 9.4 w o u ld M = M a n a g e r, W = W a ite r f b y n ig h t A n d i f p e o p le w a n t to g o fu r th e r Peruvian a fie ld to M a c h u P ic c h u or C h ic la y o , w e can p u t th o s e o n as o p tio n a l e x tra s I A n d w h a t d id y o u d is c o v e r? R W e ll, th e g r e a t t h in g a b o u t P e ru v ia n C a n e v e ry o n e c o m e h e re , p le a s e ? I'v e Unit 10 c u is in e is its a b ilit y to in c o r p o r a te ju s t b e e n re a d in g th e c u s to m e r re v ie w s g a s tr o n o m ic in flu e n c e s fr o m so m a n y w e 'v e h a d o v e r t h e la s t fe w d a y s a n d , fir s t o f a ll, I'm p le a s e d t o sa y th a t m o s t c u s to m e rs th in k th e q u a lity o f f o o d h e re is re a lly g o o d , so c o n g r a tu la t io n s t o th e c h e f O n t h e o th e r h a n d , it s e e m s th e q u a lity o f s e rv ic e s o m e tim e s le a v e s a lo t t o b e d e s ire d A p p a re n tly , o n e o f y o u , I w o n 't m e n t io n n a m e s , h a s b e e n g e t t in g th e o r d e rs w r o n g S o c o u ld y o u p le a s e d if fe r e n t c u ltu re s I m e a n , th e Incas g a v e 10.1 us th e p o t a t o b u t a ls o c e re a ls lik e q u in o a I = In te r v ie w e r , L = Lisa a n d m e a t lik e th e a lp a c a A n d th e n th e I F irs t o f all, ca n y o u te ll us a b o u t th e b e s t S p a n is h in t r o d u c e d o liv e s , g p e s , d a iry p c tic e s y o u 'v e p u t in p la c e to a n tic ip a te p r o d u c ts a n d ric e a n d th e tw o c u is in e s th e risks th a t m a y o c c u r b e g a n t o fu s e , s o th e r e a re d is h e s th a t d e s tin a tio n s ? L W e ll, yes, w e h ave a risk m a n a g e m e n t a la h u a n c a in a , w h ic h is b a s ic a lly b o ile d s tra te g y th a t w e use to id e n tify a n d h o p e fu lly p re v e n t th e lik e lih o o d o f any d is a s te r in a p a rtic u la r c o n te x t, a lth o u g h , I O K , b u t I'v e h e a rd th a t th e re a l c u s to m e r has o r d e r e d a n d p r e fe b ly w rite it d o w n ? o f c o u rs e , s o m e n a tu l d isa ste rs c a n 't b e g a s tr o n o m ic r e v o lu tio n a rriv e d fr o m th e fo re s e e n T h e fir s t s ta g e Fa r East B u t w e 'v e ru n o u t o f n o te p a d s ! M W e ll, O K , if th a t's th e ca se, I'll o r d e r s o m e m o re B u t ju s t m a k e s u re y o u g e t th e o r d e r rig h t W e h a d a c u s to m e r w h o o r d e r e d a d r in k w ith le m o n a n d th e r e w as n o le m o n H o n e s tly , it's n o t c o m p lic a t e d ! s o u rc e o f risk, a n d th e n a tu re a n d s c o p e o f in th e c o tto n a n d s u g a r p la n ta tio n s A t e n s u re th e s a fe ty o f th e d e s tin a tio n I C a n y o u g iv e us s o m e L W e ll, in s o m e c o u n trie s th e re is th e called 'chifas' There o f th e m th in g s ? A n o th e r c u s to m e r c o m p la in e d t h a t th e r e w a s n o g u a c a m o le M e rc e d e s , y o u 'r e a n d b r o u g h t w ith th e m a ta s te fo r s e a fo o d in c h a rg e o f in v e n to ry P lea se m a k e su re w h ic h th e P e ru via n s d id n 't h ave O u r n a tio n a l d is h e s o f tir a d ito a n d c e v ic h e are b a s e d o n w fis h a n d o w e a lo t to th e W OK examples? th e b e g in n in g o f th e 9th c e n tu r y 100,000 I A n d th e J a p a n e s e ? R T h e y c a m e t o Peru fo r th e s a m e re a s o n th a t w e k e e p e n o u g h o f e v e ry th in g in s to c k s o it w o n 't h a p p e n a q a in issues th a t w e n e e d to a dd re ss in o rd e r to C h in e s e im m ig n ts a rriv e d in P eru a n d are over ,0 0 M W h y a re w e a lw a y s ru n n in g o u t o f id e n tify th e Chinese and the Japanese were employed as c h e a p la b o u r C h in e s e re s ta u n ts , w e r e n 't in th e la s t d e liv e ry is to R T h a t's r ig h t B o th th e th e ir in flu e n c e is fe lt in th e n u m b e r o f W B u t w e d o n 't h a v e a n y le m o n s T h e y in any of your c o m b in e th e b e s t o f b o th w o rld s , lik e p a p a p o ta to e s in a spicy, c re a m y sa u ce m a k e s u re t h a t y o u d o u b le - c h e c k w h a t th e W1 and c u is in e , s o w e s e t o u t t o fin d o u t m o re W = W a ite r , W = W a ite r M be culinary to u r s p o s s ib ility of an e a rth q u a k e , so m e countries have a particularly high crime rate, s o m e c o u n trie s are p ro n e to civil u n re s t, s trik e s o r rio tin g So, w e d e v e lo p There is a risk that flooding within the town o fX will inundate Hotel Y O r There is a high risk of personal injury associated with this or that adventure sport T h e n w e analyze th e risks in th e risk s ta te m e n ts such as d e s tin a tio n a n d e v a lu a te th e m in te rm s J a p a n e s e c u lin a ry tr a d itio n o f th e ir im p a c t: se vere , h ig h , m o d e te o r M A n o th e r th in g : ca n y o u te ll m e , w h y are c u s to m e rs h a v in g t o w a it so lo n g t o g e t s e rv e d ? 9.6 lo w - th e ir fre q u e n c y , th e ir like ly d u tio n their scope Will a disaster be of limited d u tio n , lik e an e x p lo s io n , o r last a s ig n ific a n t le n g th of time, like an a re lo ts o f c u s to m e rs , tw o o f th e k itc h e n R = Rosa, L = L u is R O K , Luis, y o u 'v e re a d th e c o m m e n ts a n d w e 'v e ta lk e d a b it a b o u t re w o rk in g th e s ta ff a re o f f sick - it's d iffic u lt A la m a r d id n 't co m e on M onday itinerary' W h a t are y o u r c o n c lu s io n s ? e p id e m ic o r a flo o d ? A n d , fro m a to u ris m L Vyell, I th in k w e s h o u ld fo c u s m o re o n p e rs p e c tiv e , w ill th e risk M th e W W e d o n 't h a ve e n o u g h p e o p le T h e re W3 B u t w h y n o t? c o o k an Inca P a ch am a n ca o n h o t sto n e s M W h a t? O K , I'll w rite it d o w n a n d g iv e it to y o u a g a in W e ll, fin a lly , o n a m o re p o s itiv e n o te , I se e fro m th e re vie w s th a t I = In te r v ie w e r , R = R osa I So, Rosa, h o w w as it th a t y o u firs t g o t in te re s te d in c re a tin g a gastronomic to u r in P eru? R W ell, tw o years ago I visited the istura fo o d festival in Lima and I came away very excited It's the largest fo o d fair in Latin A m erica, w ith m ore than 650,000 visitors A n d as regards regional cuisine, Peru as the same status as Fiance does in Europe order of im p o rta n c e a b o u t 'tre a t'? L W e ll, as I s a id b e fo re , y o u c a n 't p re v e n t a n d d o a ta s tin g o f c re o le c u is in e H e d o e s not using a hotel situated on a flood plain or n o t o ffe rin g a p a rtic u la rly d a n g e ro u s place, Toshiro's - th a t's w e ll w o rth visits to local farmers' m a rk e ts to s a m p le lo c a l p ro d u c e W e c o u ld h ire an in te rp re te r a n d ta lk to s o m e of th e lo c a l fa rm e rs a n d g ro w e rs R W hat a b o u t the Mistura? It seems people w ant to stay longer L Yes, b u t I'm n o t sure p e o p le w o u ld w a n t to g o to to o m a n y se m in a rs o r co n fe re n c e s T h e m a in th in g is to le t th e m s p e n d e n o u g h tim e to s a m p le e v e ry th in g I g ue ss real foodies can only the e v e n t justice by buying a multi-day tic k e t and c o m in g e very d a y for b re a kfa st, lun ch a n d din n e r R W hat ab out the oth er no n-food activities? L th e m in all risks b u t th e re are a n u m b e r o f o p tio n s a visit L M a y b e m o re d o n 't g iv e th e m th e im p re s s io n th a t y o u 're prioritize I So, 'id e n tify ', 'a n a ly z e ', 'e v a lu a te ' W h a t You can a v o id th e risk by, fo r e x a m p le , fu s io n re a lly g o o d a n d th a t's w h a t w e s a id in th e la s t fe e d b a c k s e ssio n B u t b e c a re fu l: h ave to b e p ro a c tiv e , b in s to rm all th e risks th a t w e ca n p o s s ib ly th in k o f a n d in to u c h w ith th e c h e f a t A P u e rto C e rra d a w o u ld e njo y A n d th e re 's a ls o th e J a p a n e s e a n d a s k in g th e m if th e y 're s a tis fie d That's one R Yeah, th a t's a g o o d id e a A n d I ca n g e t a re a lly g o o d b u ffe t lu n ch , w h ic h e v e ry o n e y o u 'v e b e e n a tte n tiv e t o th e c u s to m e rs 9.5 w ith d o ta s tin g s A n d w e m u s t te a c h th e m to m o b ile n u m b e r, d o n 't y o u ? A LL N o K e e p u p th e g o o d w o rk a n d e n jo y th e rest and tastings affect ju s t o p e r a to r o r a w h o le d e s tin a tio n ? So, w e lo c a l chefs F o r e x a m p le , w e s h o u ld offer a P e ruvia n fu s io n e x p e rie n c e a t th e A s tr id y G a s to n I k n o w th e c h e f th e re a n d h e w ill g e t in to u c h w ith m e ASAP You a ll h a ve m y o f th e d a y ! e x p e rie n c e W e s h o u ld d o m o re vis its to re s ta u n ts I d o n 't kn o w M W e ll, I n e e d t o k n o w th e s e th in g s ! I w a s n 't h e re la s t w e e k If th e re 's a p ro b le m , h a s s in g th e m J u s t ask th e m firs t if th e y 're s a tis fie d w ith th e ir m e a l a n d th e n try a n d ju d g e w h e n e x a c tly y o u r s e rvice is n e e d e d O K , e v e ry b o d y , th a t's all fo r now culinary and There's so much to For example, the a d v e n tu re activity You can lessen th e lik e lih o o d of a threat by putting in place a d e q u a te system s b o th fo r th e tra d itio n a l hazards, such as a fire or a cyclone, for example, and also new th re a ts, such as in fo rm a tio n s e curity: o rg a n iz e d c rim e n e tw o rk s w ill in e v ita b ly try to g e t access to th e information we hold a b o u t o u r clients, the credit card in fo rm a tio n a n d so on, so w e have to m a ke sure th a t all th a t in fo rm a tio n is fully secure I How many p e ople should be involved in this process? L Risk m anagem ent is a team effort; it's not just one particular person's job, so we set up a crisis plan ning com m ittee with representatives o f every departm ent W e also consult representatives from all the key stakeholders in the local com m unity as each o f them w ill have a diffe ren t perspective, and unique skills and kno w le dge to contribute A n d given ■ that risks are rarely static, it is important to monitor and review the risk management plan on a regular basis, ideally, every three months, so that everybody knows what to and when 10.2 and news is coming in of an accident at the ski resort at Beaver Ridge, Colorado Apparently, some time after seven o'clock, when the resort had closed for the day, a 12-year-old girl was severely injured after her sled hit a snow groomer at the bottom of the beginner slope Her nine-year-old brother was also riding on the sled but managed to throw himself clear before the sled hit the machine The circumstances of the accident are unclear but, apparently, the snow groomer was travelling at 19 kilometres an hour and heading towards the snow bridge when the girl emerged from behind the ski lift and lost control of her wooden sled The driver of the snow groomer, a recently-recruited man aged 44, was being questioned by police to clarify the circumstances of the accident According to our information, he has a heart condition and may have been taken ill after failing to take his medication Keep tuned for an update This is Caroline Johnson at W CTB, for news on the hour, every hour 10.3 A Would you say that most travel companies are sufficiently prepared to cope with an emergency? B No, not really There's a lot of talk in the adventure travel business about risk evaluation but, in fact, many companies just don't see it as a priority And that's wrong because your customer could be on a villa holiday in Italy or Turkey and there's an earthquake - the risks are the same C Yeah, and in an emergency it's your company's reputation on the line If you want to be doing business next month, you need a crisis response D I think the most important thing is briefing your staff and running a simulation A lot of it comes down to practical issues like who is going to take charge and who is going to man the phones B Yeah, you need to train staff on how to deal with anxious families and friends, the media and clients on the ground D The first hour is the most important; we call it the golden hour It's the most critical because you have to evaluate how serious the situation is and take all the measures that you've already put in place And it's always better to be safe than sorry B We have yellow, orange and red levels of crisis We decide which level it is and then carry out an action plan depending on the nature of the crisis C And you need all that contact information for next of kin as news travels fast and we prefer to get in touch with relatives before they get in touch with us But how many companies actually have that next of kin information at their fingertips? D Right And technology has made this first hour even more crucial, as people on holiday will often make phone calls or film videos at the scene and upload them onto the internet before the operator is even aware of the crisis C I remember when there was a bus crash in South Africa in 2010, just two days before the World Cup The company asked a social networking site to take down pictures and comments because they were distressing relatives B That's true But regular updates on your own website or text messages are a very important way of getting information to clients and their families very quickly C Communication is the key and if you get it right, a well-handled emergency could actually help you to generate more business 10.4 A Well, everybody is congratulating you on having been chosen for the next Olympic Games But what you see as the real benefits of having been selected? B Yes, we're all very excited but it's going to be a lot of hard work between now and then to make the games truly successful But there are enormous benefits First of all, national pride The games bring people together, they create a real sense of community; people are proud when the whole world is watching their country and there's a great atmosphere Secondly, there's a huge benefit in creating the facilities for the games: new transport links new sports stadiums and all the amenities * for the athletes themselves A Isn't there a risk these will cost a fortune and not be used afterwards, so, eventually it's the taxpayer who has to foot the bill? B No, all the facilities will be used by local people and the accommodation for the athletes will be converted into social housing And there will be a major spin-off in terms of urban regeneration There will be a lot of work done in run-down areas that need investment and so many of the events will be held in these areas Of course, that means that a lot of jobs will be created as well A O K, and I suppose the revenue from tourism will help meet the costs B Sure Thousands of extra visitors are b o u n d to help the tourism sector - bo th ¡n th e sho rt and long term - in raising the p ro file o f th e country A Great! Well, we're all looking forward to the opening ceremony!