INTERMEDIATE COURSEBOOK FNC.I JSH FOR INTERNATIONAL Thuvien — d h q n ^ 1C D /400 /A 389 NEW EDITION & r» > ✓ PET ALWAYS k R STRU TT LEA RN IN G Tai ngay!!! Ban co the xoa dong chu nay!!! DVD ROM PEARSON INTERMEDIATE COURSEBOOK ENGLISH FO R INTERNATIONAL TRƯỜNG ĐAI HỌC QUY NHƠN T H U V IỆ N Ĩ9 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 The right of Peter Strutt to be identified as author of this Work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988 First published 2013 Eighth impression 2019 ISBN: 978-1-4479-2383-1 Set in: Avenir Light 9.5/12.5pt Printed by: Neografia, Slovakia Acknowledgements The publishers and author would like to thank Dorling Kindersley for permission to use authentic material taken from the Eyewitness Travel Guides The publishers and author would like the thank the following people and institutions for their feedback and comments during the development of the material: Argentina: Lie Maria Eugenia Perez de Castro; Austria: Dr Helga Vereno (TSS Klessheim, Salzburg), Mag Ingrid Allesch (TSS Klessheii Salzburg); France: Morene Schwartz Ach, Tonia Steciuk (Vatel International Business School Hotel & Tourism Management); Italy: Lesley Jane Ray; Poland: Iolanta Regucka-Pawlina (Cracow University of Economics); Serbia: Zorica Kovacevic (IH Belgrade Syllabus); Spain: Maria Amparo Gonzalez Rua (Escuela Universitaria de Turismo de Asturias), Maria del Mar Gonzalez Chacon (Escuela Universitaria de Turismo de Asturias); Russia: Tatyana Yefremtseva (Russian International Academy for Tourism) D/C’ and the DK 'open book’ logo are trade marks of Dorling Kindersley l imited and are used in this publication under licence Author Acknowledgements I he author would like to thank the following for their invaluable help during the project: Saverio Pergo, the air traffic control team in Barcelona, William Bain, Dave Hall, Susan Grove, Maria Alventosa García, Hotel Alga in Calella de Palafrugell, and Rafael Rocamora Abelian at the Escuela de Turismo, Universidad de Murcia Illustration Acknowledgements (Key: b-bottonv, c-centre; 1-left; r-right; t-top) Kathv Baxendale 25, 43; 283 Tony (K]A Artists) 30-31 Picture Credits Thepublisher 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) 4C om ers Images: Giovanni Simeone 8t; Alamy Images: 60, 62, 66,tl, amana images inc 73tr, Eduardo Mariano Rivero 41br, John Keates 44bl, Malcolm Park travel images 4tr, 64tl, Michael Jenner 26cr, Peter Horree 41bl; Ardea: Eric Dragesco 53b; Bananastock: 26tl, 83c; Bridgem an A rt Library Ltd: 44t, 44tl, 44b, 45tl, 63t, 97tr, 97br; Corbis: Dan Sherwood / Design Pics 8r, Dave 8c Les Jacobs / Blend Images 85br, Dave Bartruff 56t, George Hunter 42cr, Hoberman Collection 58r, Image Source 33cr, Ivy 23br, Ludovic Maisant / Hemis 66br, Micha Pawlitzki 34tl, Ocean 18b, 21tr, Pascal Della Zuana / Sygma 8cl, Randy Faris 37c, 82c, Randy Olson / National Geographic 54tr, Simon Jarratt 74cr, Siphiwe Sibeko 5bl, 59cr, Yi Lu 68t; Digital Vision: 38cr, 39cr, 55tl; DK Images: lot, lOtr, llcr, 14cr, 17tr, 36t, 42b, 42br, 46tl, 46-47c, 58-59C, 65cr; Fotolia com : 4cr, 4br, 5c, 14cl, 34tr, 34cl, 36cr, 40t, 42cl, 46cr, 46b, 46bl, 47c, 47cl, 47bl, 48b, 50t, 57br, 70tr, 71cr, 79b, 16, ,22tl, 17, 19, 21, 23tr, 24, 26, 30tl, 25, 27, 29, 31tr, 32, 34, 38tl, 33, 35, 37, 39tr, ,4 ,46tl~ 52, 54, 58tl, 53, 55, 57, 59tr, 61, 63, 65, 67tr, 69, 71, 73, 75tr, 76, 78, 82tl, 77, 79, 81, 83tr, 8, 10, 12, 14tl, 84, 86, 90tl, 9, 11, ,15tr; Getty Images: AFP 66bl, Alan Copson 34c, Altrendo 41cr, arabianEye 25br, Betsie Van der Meer 76cl, Blend Images / Trinette Reed 70bl, Bloomberg 54tc, David c Tomlinson 82cr, Digital Vision 69cr, 87t, 87b, Don Hebert 14tr, Echo 86tr, Erik Lykins 34cr, Glow Images, Inc 74tr, Grant Faint 52cl, Image Source 22c, Jose Luis Pelaez Inc / Blend Images 58cr, Juice Images 15tl, Jupiterimages 20t, Kevin Miller 8c, Kick Images 25cr, Paul Avis 55tr, Petra Patitucci 42bc, Richard Price 22tr, RK Studio / Dean Sanderson 47tr, sozaijiten / Datacraft 12t, Stuart O’Sullivan 62t, Sylvain Grandadam 32t, Tetra Images 92t, Thinkstock 74cl, Tyler Stableford 8cr, Walter Bibikow 13br, Zubin Shroff 74bl; Lonely Planet Images: Austin Bush 13bl, Karl Blackwell 24t; Pearson Education Ltd: 28t; PhotoDisc: 38b, 68, 70, 74tl; Plainpicture Ltd: 39tr; Reproduced with permission of Newport Museum and A rt G allery: 63b; Rex Features: Geoff Renner 34t, Imaginechina 5tr, 16t, Ray Tang 90-9 lc, 91bl; Robert Harding World Imagery: age fotostock 60t, Image Broker 52t, Neil Emmerson 5tl, 19cr; Shutterstock.com: 41, 43 ,47tr, 85, 87, 89, 91tr; SuperStock: AndreyNekrasov / vw Pics 55tc, Cultura Limited 80t, DeAgostini 44cl, Flirt 76t, Hemis.fr 42r, 46t, 49t, imagebroker.net 42c, 84t, Photononstop 54tl, Photosindia.com 25tr, Prisma 94tr, Radius 72t, 88t, Richard Cummins 26cl; Thom son, part of TUI UK and Ireland: 9cr; Visit Finland Mediabank: 67b; www.imagesource.com: 74br Cover images: Front: 4C orners Images: Franco Cogoli / SIME tc; Corbis: Blaine Harrington III b; DK Images: Paul Young / Departure Lounge be; Getty Images: Stuart Gregory t; Back: Getty Images: Don Hebert tl; Robert Harding World Imagery: Neil Emmerson bl; SuperStock: DeAgostini cl All other images © Pearson Education Every effort has been made to trace the copyright holders and we apologise in advance for any unintentional omissions We would be pleased to insert the appropriate acknowledgement in any subsequent edition of this publication La presente publicación se ajusta a la cartografía oficial establecida por el Poder Ejecutivo Nacional Argentino a través del IGN -Ley 22.923- y fue aprobada por el Expte N° GG12 1399/5 (This work complies with official cartography requested by the National government of Argentina via the IGN - Law 22.923 - and has been approved under File N° GG12 1399/5) IN T R O D U C T IO N 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 V O C A BU LA RY The vocabulary lessons introduce and practise many words and expressions required in the tourism industry introduced either through 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 GRAM M AR 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 PR O FESSIO N A L 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 C A SE 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, reports, tour itineraries, brochure descriptions, writing the minutes of a meeting 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 sections 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 films 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 WORLD MAP F n c e p - DVD-ROM FILMS d Heron & Wilson Islands © Grand Canyon Railway f ji Eco-regions of Sri Lanka i Antarctica wildlife © Petra TENTS ng d re a m s Gram m ar Vocabulary Professional skills C a se stud Tense review present and past tenses p Money matters p and p 13 Marketing p 12-13 Design a to p 14-15 15 Describing locations p 10 Working out the price of a package p 15 Multi-word verbs p 19 tin g th e re Transport and travel p 16 and p 18 Dealing with the public p 20-21 Improve a s p 22-23 d-23 Modal verbs p 27 co m m o d atio n >4-31 Types of accommodation p 24 Dealing with complaints p 28-29 Investigate complaints p 30-31 Facilities and services p 25 Articles p 35 estin a tio n s Weather, climate p 33 Offering advice p 36-37 Features and attractions p 34 32-39 Develop a destinatioi p 38-39 Statistics for economic development p 39 Things to Conditional structures with if p 43 d 40-47 Describing attractions p 41 Geographical features p 42 Activities p 43 Works of art p 44 Calculating entrance fees and prices p 47 R eview and C o n so lid a tio n p 48-51 Speaking to a group p 44-45 Plan a coa p 46-47 C ONTENTS ¿ Gram m ar Vocabulary Professional skills C ase study Verbs + infinitive or -ing form p 52 Sectors in niche tourism p 53-54 Dealing with fiqures p 56-57 Improve client security p 58-59 Culture p 61 and p 63 Taking part in meetings Present a proposal p 66-67 Linking words p 61 p 64-65 -ed/-/ng adjectives p 69 Makinq presentations p 72-73 ¡ch e to u ris m Dealing with numbers and statistics p 57 52-59 The passive p 62 jltu l to u rism 60-67 have/get something done p 71 in n in g a h o te l Transform the team p 74-75 Hotel statistics p 74 68-75 Question forms p 79 •stom er s e rv ic e Customer service terms p 76 Handling telephone calls p 80-81 Improve customer service p 82-83 Personal qualities p 77 76-83 Telephone numbers p 81 Multi-word verbs p 81 Past perfect p 86 Idioms and metaphors p 85 sin e s s tra v e l Socializing and making small talk p 88-89 Game: The Trade Fair Game p 90-91 14-91 ¡/iew an d C o n so lid a tio n p 92-95 ting bank p.96-101 Pairwork files p 102-112 Grammar reference p 113-117 Audio scripts p 118-128 L U N IT M E N U Grammar: tense review Vocabulary: money m atters, describing locations Professional skills: marketing Case study: design a tour Speaking DREAM VACATIONS W hat kinds of 'dream ' could be associated w ith each photo, e g ad venture, luxury, fun, relaxation? 1J * Listening SELLING THE HAWAIIAN DREAM tL L Vy-Anh Nguyen is a student of tourism in California Listen to her interview Teresa Koh from the Hawaii Tourism A uthority W hat are the FO U R main things she w ants to know? i J Listen again and answ er the questions What question did the survey ask American travellers? What did the survey show about Hawaii? Put these markets in order of importance for the tourism industry in Hawaii Canada _Oceania USA (East coast) _Europe _ USA (West coast) _ Japan Complete the profile of the two types of luxury traveller a Rich baby boomers are typically _ and about the experience they want b Young professionals have _ but very little What does the special Hawaii travel agent programme teach agents to do? SELLING DREAMS GRAMMAR: JlMifil Use the present simple to talk about facts and Use the present perfect to talk about a situation that began in the past and that either continues in the present or is relevant to the present moment situations that are generally true and the present continuous to describe ongoing projects and temporary events Compare these sentences: She's been with us for five years She's worked on many different projects Globally; TUI Travel employs over 590,000 people They're developing new products all the time Use the passive when it is not known or it is not important who performs an action Compare: Use the past simple to refer to a definite moment The national park was established in 2008 The area has been developed as a holiday or period in the past and the past continuous to describe an ongoing situation in the p ast Compare: destination Thomas C ook organized the first package tour in 1841 See Grammar reference, page 113 _J People were travelling abroad more often Study the Grammar box and complete the history of Thomson/TUI with the correct active or passive form of the verbs in brackets Thomson/TUI - Packaging dreams The history of Thomson Holidays (begin) in 1965, when the entrepreneur Lord Thomson (buy) three travel companies - Britannia Airways, Riviera Holidays and Skytours It was the right time to invest in tourism Over the previous decade, demand for holidays in the sun had risen steadily and the package holiday industry (boom) Lord Thomson continued to develop the concept and _ (introduce) winter sun and cruise package holidays to the UK mass market In 1972, the three travel companies were merged into one company - the Thomson Travel Group and the brand name Thomson Holidays' 5- (create) The Thomson Travel Group (launch) on the London Stock Exchange in 1998 with a valuation of £1.7 billion The group (acquire) by a German corporation in 2000 and renamed TUI AG Thomson Holidays then (become) part of TUI UK Despite intense competition, TUI UK's market share (grow) and the company has continued to be successful Recently, the group 10 (launch) a new graduate training development programme, which is considered to be one of the best in the industry Thomson 11 still _ (package) dreams for the mass market at the beginning of the 21st century and if you 12 (look) for a career in tourism, it could be a good place to start Vocabulary VERBS AND NOUNS Some common travel and tourism words from these pages are both verbs and nouns Complete the pairs of sentences below with the correct verb/noun pairs in the box C boom demand launch market package tour _ J | There's a package waiting for you in reception The role of a tour operator is to package transport, accommodation and activities into one product T h e for cruises aimed at the under-40s segment is growing In order t o the destination, we need to identify its unique features and selling points The programme includes a guid ed around the Kennedy Space Center The Japanese group wish t o around Europe for two weeks T h e in eco-tourism has created job opportunities The Chinese market will probably continue t o over the next ten years | to see the manager now I will not take 'no' for an answer Like every industry, tourism is based on supply a n d They have decided t o a new advertising campaign to boost sales Journalists have been invited to th e of the tour operator's own TV channel GRAMMAR REFEREN CE TH E FU TU RE W e u se will w h e n O t h e r m u lt i- w o r d s v e r b s h a v e a n o b je c t T h e r e a r e t w o t y p e s o f m u lti- w o r d v e r b t h a t t a k e a n o b je c t - w e g iv e s im p le in fo r m a tio n a b o u t s e p a r a b le a n d in s e p a r a b le F o r s e p a r a b le m u lt i- w o r d t h e fu tu re v e r b s , t h e p a r t i c l e c a n s e p a r a t e f r o m t h e v e r b in t h e Everybody will be there at the meeting Will s e n t e n c e It c a n c o m e b e f o r e O R a f t e r t h e o b j e c t is v e r y o f t e n u s e d f o r p r e d i c t i o n s Please switch off the lights before leaving The forecast says that tomorrow will be warm and sunny Please switch the lights off before leaving H o w e v e r, t h e p a r t ic le c a n n o t b e u s e d b e f o r e a I don't think they will complain p r o n o u n It m u s t s e p a r a t e f r o m t h e v e r b t o g o a f t e r She w o n 't like the changes you've made to the t h e p r o n o u n in t h e s e n t e n c e schedule T h e c o n tra c te d fo rm 'll is They've switched them off ■ e ff them.) u se d to m a k e sp o n ta n e o u s (N O T They've switched o ffe rs In s e p a r a b le m u lt i- w o r d v e r b s h a v e a n o b je c t , I'll carry your suitcase for you if it's too heavy h o w e v e r, t h e p a r t ic le c a n n o t b e s e p a r a t e d fro m t h e W e u s e th e p r e s e n t c o n t in u o u s fo r fu tu re v e r b b y a n o b j e c t , w h e t h e r it is a p r o n o u n o r a n o u n a rra n g e m e n ts When are you flying to Lima? Have you asked for the details? eokcd the details for7) We're seeing the Managing Director next week We're looking into it W e a ls o u s e going to fo r a r r a n g e m e n t s , p la n s a n d Hovc-yott■ Wc'rc-boking it inte.) S o m e m u lt i- w o r d v e r b s h a v e t w o p a r t ic le s V e r b s fo llo w e d b y tw o p a r t ic le s c a n n o t h a v e a n o b je c t in t e n t io n s b e t w e e n t h e v e r b a n d p a r t ic le o r b e t w e e n t h e tw o We're going to fly from Heathrow They're going to visit the new resort next month p a r t ic le s S h e 's I'm going to talk to the Human R e s o u r c e s Manager about my promotion prospects looking forward to seeing you again They've run out o f petrol B u t w e d o n o t u s e t h e p r e s e n t c o n tin u o u s to m a k e p r e d ic t io n s fo r t h e fu tu re Modal verbs C o m p a re : M o d a l v e r b s h a v e o n ly o n e f o r m ( T h e y d o n o t t a k e - s The transport strike is going to cause a real problem (= T h i s is a n t i c i p a t e d f o r t h e f u t u r e ) in t h e t h ir d p e r s o n The transport strike is causing a real problem a re u s e d t o e x p r e s s t h e fo llo w in g : (= T h e s t r ik e h a s s t a r t e d a n d t h e e f f e c t s a r e O B L IG A T IO N p r e s e n t ) (N O T (N O T S o m e v e r b s lik e W e u se look forward to, hope and he, she, it) In a s e n t e n c e , m o d a l s a re f o llo w e d b y t h e b a s e fo r m o f t h e m a in v e r b T h e y plan must o r have to t o sa y th a t s o m e o n e h a s an o b lig a t io n t o d o s o m e t h in g a u t o m a t ic a lly r e f e r t o t h e f u t u re T h e s e v e r b s c a n b e Must u s e d in e i t h e r t h e s i m p l e o r c o n t i n u o u s f o r m is s t r o n g e r t h a n have to a n d in d ic a t e s e x te rn a l r u l e s o r la w s I look forward to seeing you soon All passengers must wear seat belts I am looking forward to seeing you soon You must wear a helmet when riding a motorbike We hope to better next year Have to We are hopingto better next year is u s e d m o r e o f t e n t h a n must a n d in d ic a t e s e v e r y d a y o b lig a t io n s We plan to build a new swimming pool / We are planning to build a new swimming pool a enjoy going to conferences unless I have to make presentation We have to let the hotel know if we are going to arrive late Multi-word verbs If s o m e t h i n g is f o r b i d d e n , w e u s e m u s t n ' t o r c a n 't M u lt i- w o r d v e r b s a r e c o m b in a t io n s o f o r d in a r y v e r b s or come, go, get, take a n d a p a r t i c l e (a n p r e p o s i t i o n ) s u c h a s down, in, on, to, e t c S o m e m u lti- w o r d v e r b s d o n o t h a v e a n o b je c t su ch as W hat is going on? The plane stops over in Dubai mustn't/can't take a cigarette lighter on board plane You a d v erb a They mustn't/can't leave the safety area until the green light goes on If t h e r e is n o o b l i g a t i o n , w e u s e don't/doesn't/didn't have to He doesn't have to come on the excursion if he doesn't want to Europeans travelling within the Schengen area + don't have to show their passports at the border GRAMMAR REFERENCE We use should or shouldn't to express mild obligation or to make a suggestion You T H E D E F IN IT E A R T IC L E should be sensitive to other people's cultures W e u se the w h e n t h e n o u n it specifies h a s p r e v io u s ly b e e n m e n t io n e d Do you think I should take out insurance? I had a suitcase and a large bag but the bag was stolen Cyclists shouldn't be allowed to ride on the pavem ent P O S S IB IL IT Y W e u se the w h e n a n o u n is id e n t if ie d b y a p h r a s e c l a u s e t h a t f o llo w s We use can, could , may and might to say something is possible It's better than the room I stayed in last year They don't provide the level of service that you expect Working as a holiday rep can be a real pleasure You could have a single cabin but you have to pay a supplem ent W e u se I m ight be able to see you in Cairo if I have time W e u se cannot o r can't t o We s a y s o m e t h i n g is cre a te a ca te g o ry will o r won't t o s a y t h a t s o m e t h i n g is a l w a y s You won't be able to visit the museum on Monday as it is closed on that day should t o s a y t h a t s o m e t h i n g is r e a s o n a b l y She left over an hour ago so she should be there now They should know how to use the booking system by now - they've had a lot of training Articles T H E IN D E F IN IT E A R T IC L E a/an w it h c o u n t a b le n o u n s w h e n th e i n f o r m a t i o n is n e w T h e r e a d e r o r l i s t e n e r d o e s n o t y e t k n o w w h i c h t h i n g / p e r s o n is r e f e r r e d t o Would you like to see an exhibition? There's a man waiting for you downstairs W e u s e a / a n b e f o r e p r o f e s s io n s He's a night auditor I'm a travel agent W e u s e a / a n in e x p r e s s i o n s o f m e a s u r e m e n t A room costs $650 a night Petrol costs more than one euro sixty a litre of people o r in order to t h in g s The rich and the powerful demand special attention Some people will always complain even if you your best to help them W e u se clear w h a t particular thing or The call centre staff must communicate with the guest in a polite manner t ru e o r c e rt a in fo r t h e fu tu re W e u se it is We use the before nouns a n d adjectives C E R T A IN T Y rprt^in expressions I'll meet you in the bar next to the lobby I can't anything without speaking to the manager first the w h e n is m e a n t u se p la c e im p o s s ib le W e u se in s u p e r la t iv e Rodeo Drive is one of the most expensive shopping streets in the world It may rain tomorrow in the north the You must know how to use the reservations software W e u s e the w ith n a m e s o f g r o u p s of islands or countries that consist of groups o f s t a t e s , e g the Aran Islands, the Maldives, the United States We also use the w ith t h e n a m e s of rivers, o c e a n s seas, deserts, e.g the river Ganges, the Atlantic Ocean, the Sahara Desert, the Caspian Sea, and for some forests, e.g the Black Forest (NOT Sherwood and ZERO ARTICLE We u s e n o aiticle w h e n countable, plural nouns are u s e d in a general sense Tour operators sell dreams as well as holidays Young people usually prefer a less structured programme Good hotels have well-trained staff and high standards of customer service We use no article before the names of people and t h e ir titles Dr Mann Captain Kirk Queen Anne We use no article with uncountable n o u n s u s e d in a general sense Our insurance policy covers against loss or damage Good advice is hard to find Tea and coffee will be served in the lobby or GRAMMAR REFEREN C E C onditional sen tences with i f You cannot use will or w ould in the if clause FIR ST C O N D ITIO N A L If I wiU g o to Japan , I'll p ro b ably g o to a tea cerem ony first clause If I w ould know the p rice o f it, I co u ld tell you second clause lf+ present tense will + base/infinitive form of the verb We use the first conditional structure to talk about a particular event or circumstance in the future, and what will almost definitely happen as a result of this event If you go to the States, you'll n eed a visa It is possible to use If I were rather than If I was, especially when giving advice If I w ere the M inister o f Tourism, I'd invest m ore If I w ere you, I'd g o befo re high season Verb + infinitive or - i n g form If she likes musicals, she'll love 'Mamma Mia' It is common for a verb to be followed by another verb But it is often difficult to know whether the second verb is a to-infinitive or ends with -ing Note that the if clause is normally separated from the main clause by a comma These verbs are followed by a verb + ing but not by a to-infinitive If I see Monica this afternoon, I'll tell her you called It is possible to reverse the position of the if clause and the second clause You won't enjoy you r trip so much if you go during the rainy season admit (to), avoid, carry on, consider, delay, deny, detest, dislike, enjoy, finish, can't help, im agine, involve, justify, look forward to, m iss, (not) m ind, p o stpo n e, practise, pu t off, recom m end, risk, su g g est They'll have problem s if they don't book in advance We want to avoid putting up our prices too much Note that no comma is necessary if the sentence begins with the main clause You risk losing your deposit In the second clause (the clause without if), it is possible to replace will with should, would or might to make suggestions, offer advice or speculate about different possibilities If you visit our country next spring, you'll be able to see the cherry trees in blossom S E C O N D C O N D IT IO N A L first clause second clause If + past tense would/m ight/should + base/ infinitive form of the verb We use the second conditional structure in imaginary situations to 'hypothesize' about events which are less likely to happen than for the first conditional They are less likely because, at the time of speaking, they are just ideas or dreams (or they are not possible) I look forward to hearing from you soon W ould you mind filling in this form for m e? The verbs below take a to-infinitive can/can't afford, agree, arrange, appear, attem pt, claim, decide, dem and, deserve, expect, fail, guarantee, hesitate, hope, learn, manage, neglect, offer, plan, prepare, pretend, prom ise, refuse, seem , tend, threaten, train, undertake, want, wish, would like Please arrange to transfer the m oney to our account I expect to see you in M exico City shortly We plan to open new offices in Guizhou We undertake to repatriate you if you n eed medical assistance Some verbs are followed by either a to-infinitive and another verb + ing but with a change in meaning If I won the lottery; I would go on a world cruise (= I haven't even bought a lottery ticket.) I will never forget meeting Barack Obama (= I will always have this memory.) If you had more time, you could take a ferry to the islands ( = Your itinerary is fixed and you can't change it.) Don't forget to sign the form (= Remember to sign.) If you got an early flight, you might be there by 9.00 a.m but I doubt it (= You can't change your If I got a better jo b , it would mean moving house (= involve) flight.) She stopped smoking when she was 30 (= ceased) As for the first conditional, it is possible to reverse the position of the if clause and the second clause She would be more successful if she worked harder / mean to talk to her later this week (= I intend to.) He stopped to give me a lift, (to = in order to) GRAMMAR REFERENCE T h e p assive of to be + a p a s t p a r t ic ip le M o d a ls c a n c o m e b e f o r e get w h e n w e a rra n g e fo r s o m e o n e to d o Til g et the webmaster to send you the authorization code t h e p a s s iv e v e r b fo rm The Roman ruins are being excavated 'The tap is leaking.' The new museum was inaugurated in 2012 'Sorry about that I'll get a plumber to fix it.' Guided tours can b e organized on request confuse get someone to something w ith make someone something D o not Breakfast will b e serv ed in the dining room My boss makes me w o r k hard C o m p a re th e s e tw o se n te n c e s : a W e u se s o m e t h in g fo r s o m e o n e e ls e W e f o rm t h e p a s s iv e b y u s in g t h e a p p r o p r ia t e t e n s e (= o b l i g e s ) N o t e t h a t in t h is c o n s t r u c t io n t h e r e is Leonardo da Vinci painted the 'Mona Lisa' no to b e f o r e work T h i s s e n t e n c e is a b o u t L e o n a r d o d a V i n c i a n d t h e n e w i n f o r m a t i o n is t h a t h e p a i n t e d t h e Mona Lisa 'Mona Lisa' was painted by Leonardo da Vinci Yes/No questions begin with a n auxiliary and lead to a short positive or negative response H e r e w e a r e t a lk in g a b o u t t h e p a in t in g a n d t h e n e w i n f o r m a t i o n is a b o u t t h e p a i n t e r W e u se by w h e n it is n e c e s s a r y t o m e n t i o n t h e a g e n t (t h e p e r s o n o r t h in g d o in g t h e a c t io n ) Are you free this evening? Yes, I am Yes, I can Do you know where it is? Yes, I The holidays are sold direct b y the tour operator, not by the travel agent Does it open late? Yes, it does - until midnight Will we take a taxi? Yes, we probably will It is n o t n e c e s s a r y t o m e n t i o n t h e a g e n t if it d o e s n o t We answer These questions begin with a Wh- word or How What is available at a reasonable price? What kind of holiday are you looking for? W e u s e t h e p a s s i v e t o d e s c r i b e p r o c e s s e s in w h i c h it is m o r e i m p o r t a n t t o s a y w h a t is d o n e t h a n it who d o e s Where would you like to go? When will you be free? The application forms are read and a number of candidates are invited for interview The successful candidate is offered the job W e u se it + What time is the flight? Which terminal does it leave from? Who is the group leader? p a s s i v e v e r b + c l a u s e t o t a lk a b o u t H ow many people are going ? p a s t e v e n t s t h a t p e o p l e t h i n k a r e t r u e b u t t h e r e is in s u f f ic ie n t e v id e n c e t o b e a b s o lu t e ly s u r e H ow much does it cost? It is said that the princess was murdered in the castle Her ghost is said to haunt the west wing It is thought that Stonehenge was built to observe the stars, eclipses and the summer and winter solstices It is believed to have been built in two stages How soon will we arrive? In in d ire c t q u e s tio n s , th e w o rd o r d e r is th e s a m e as in a sta te m e n t Can you tell me when the museum opens? D o y o u k n o w where th e sta tio n is? If w h o o r w h a t is th e s u b je c t o f th e s e n t e n c e th e n the w o rd o r d e r is a lso th e s a m e a s in a sta te m e n t Who lo o k s a fte r th e tra v e l a r n g e m e n ts ? something done What h a p p e n s w h e n th in g s g o w r o n g ? W e u s e t h i s s t r u c t u r e if w e a r r a n g e f o r s o m e o n e t o d o s o m e t h in g fo r u s If w h o , w h a t o r w h ich ask s a b o u t th e o b je c t, th e a u xilia ry c o m e s b e fo r e th e su b je c t We'll have your car delivered to the airport (- W e w o n ' t d o it o u r s e l v e s ) Who shall I g e t in to u c h w ith ? Which you prefer,; going by train or by air? We're getting some pizzas sent to the office so we don't have to go out is m o r e in f o r m a l t h a n H ow long does the flight last? O t h e r r e p o r t in g v e r b s fo llo w t h e s a m e p a tt e r n h a ve/g et u s e o p e n q u e s t io n s w h e n w e w a n t m o re in f o r m a t io n t h a n j u s t a s i m p l e All their money and passports were stolen Get No, it isn't Can you come with us? The streets are cleaned every evening Is it Friday today? The ticket is delivered by the machine a d d a n y n e w i n f o r m a t i o n o r if t h e a g e n t is u n k n o w n questions A s k in g b The have AUDIO SCRIPT Unit 1.2 1.1 VAH = Vy-Anh Nguyen, TK = Teresa Koh VAH I'd like to ask you som e questions about tourism in Hawaii if that's O K with you? TK Sure G o ahead VAH W hat kind of destination is Hawaii? steep Well, Hawaii was nam ed the top structure of its com petitors This m eans quiet, spacious, scenic, winding extinct, rem ote that the price n eed s to b e slightly ch eap er or m ore or less the sam e as the p rice charged by the nearest co m p etitor offering a similar product or service C o stin g s will deserted, surrounding, m ajestic spectacular, luxurious comfortable also b e su b ject to currency fluctuations and the price of a p ack ag e may ch ang e Part 'Dream Destination' in a recent study of So, the marketing mix involves four Ps Am erican travellers Th e Leisure Trend - and the first of these is P for Product Now it's important to rem em ber that Group, the professional association who did the survey, asked over two million rich, active and outdoor-oriented p eo p le 'where would you take your favourite person on vacation if m oney w as of no im portance to you?' And Hawaii w as their num ber one destination! restaurant ow ner has to analyse the co st sandy, golden, active, dormant, pretty, W ho go es there? TK com petition, the operator or hotelier or 'Product' is, in fact, either a product or service A product is usually a tangible product - som ething you can see or touch - so, in the hotel and catering industry, a tangible product would b e the actual fooc and drink served in a hotel restaurant after a brochure has b een printed, leading to surcharges 1.5 D = Diane, A = Anthony D O K , Anthony, let's get down to b usiness I su gg est we talk about transport first A Yeah, well, that d e p e n d s w here they're com ing from, so we can't really anticipate that, can w e? They'll n eed to tell us in advance, plus how many p eo p le are going to travel with them , and w e can then negotiate a p rice with the airline VAH So w here m ost visitors to Hawaii com e from? TK O ur b igg est m arket is the United A service, however, is intangible: it can't b e touched Th e work of the waitress or the bar staff serving the custom er or the States - but we get more p eo p le from the W est coast than the East coast Ja p a n is in third position and C a n a d a is fourth although it's interesting that in term s of visitor expenditure, the C a n a d ia n s sp en d less.than the Ja p a n e se even though, on average, the C a n a d ia n s stay over twice as long After that, there's O ce a n ia and then Europe The Europ ean s tend to stay longer than the visitors from Australia and New Zealand., but w e don't get as many of them VAH O K So what m akes p eo p le want to com e to Hawaii? TK W ell, as you know, tourism is about selling dream s It's all about p eo p le doing som ething different and taking a break from their ordinary daily routines W e focus mainly on luxury products and we have a wide spectrum Luxury travellers can range in age from their late 20s to late 60s and beyond Typical profiles would be rich baby boom ers, who are typically well-travelled and dem anding about the experience they want, and younger professionals, who have housekeeping in a hotel is intangible w e can n egotiate a better price from Since the travel industry is mostly about providing services, its products are mostly services and are therefore intangible the airline if w e book them as a group Um, we'll have to a costing for local transport to and from the airport, and any excursions or tours during the stay, but we can't that in advance m oney but very little free time O ur visitors want to experience som ething out of the ordinary - a luxury B&B m the mountains, play golf on a famous Cham pionship golf course, experience our regional cuisine, take a spa treatment while listening to the sounds of the ocean, things like that V A H So how you prom ote Hawaii as a destination? TK Well, we have a specialist program m e to teach.travel agents about the appeal of Hawaii to this sector There are luxury resorts all over Hawaii, so the main task for the travel agent or consultant is to match the right island to the clients' interests Are they looking for sunset sailing along the coast, helicopter rides over dormant volcanoes, surfing on seclu ded b each es or first-class scuba-diving? Each m odule on the program m e focuses on an island and teaches agents about the unique attractions it has to offer Products can also be perishable, which m eans that they have a sell-by date If a hotel room or airline seat is not boo ked prior to the day of departure, it can't b e sold after that day has passed Travel products are usually perishable: they only have a limited life and no longer exist afte the departure date has passed The second P is 'Place' This m eans deciding how the product will b e distributed and where p eop le will buy it In the past, most products w ere sold through travel agents An envelope full of documents such as a letter of confirmatioi flight tickets and hotel vouchers was the only factor in distribution But these days, the internet has completely changed the idea of place Many custom ers now book on-line directly with the operator or airline, so actual physical location is not sc important 1.4 Part The third P is 'Promotion' This m eans more than just advertising, although advertising is important Custom ers need to be told that the product exists, and this can be done via direct marketing, for exam ple direct mail, websites, advertisements on TV and in the press, telemarketing and point-of-sale material, such as tour operator brochures In addition to this, we also use sales prom otions techniques such as offering discounts, promotional codes and loyalty program m es, such as offering customers airmiles on a frequent flyer programme Last but not least is 'Price' The travel industry is incredibly competitive so the actual cost of a package is very important Most p eop le are looking for value for money, which m eans that the customer's perceived benefits must be greater than the costs A s there is considerable D Sure, and w e can stress the fact that A Right, well, that's item num ber seven Do you want to deal with that now? D W ell, it's kind of the m ost important thing I think w e n eed to work on a profit margin of 30 percent if we're going to b e com petitive So anything w e buy in from a supplier like hotel bed-nights we n eed to increase by 30 percent A O K, I think the hotel we should go for is the Clearwater I've spoken to the m anager and they can give us a 20 percent discount for group bookings D Fine W e also need to cost the activities we offer like spa treatment, snorkelling, and so on A Right O n e point we could mention som ew here is that according to a recent survey, a w edding abroad on average costs about one-third less than one arranged at home W e can negotiate better rates for hotels and catering, the band or D J for the reception, the flowers, the photography, hairdressing, and so on And usually there aren't as many guests prepared to fly out, so you can keep numbers down and you don't spend so much on food and drink It's much cheaper abroad than at home D G o o d point And I think one good way of presenting what we is in the form of a list of Frequently A sked Q uestions So we could mention that under H o w m u ch will it co st? A Yes, and we'll have to include questions like W h at are th e leg al re q u ire m e n ts?, H o w m any g u e s ts can I brin g ?, W h o d o e s all th e o rgan izing and W ho'll lo o k after us on th e b ig day? D A Yes, we need to make a list of questions O K, well, let's that after lunch Have you got any other business you'd like to discuss? AUDIO SCRIPT D Ju st on e thing I'm a bit w orried about class is more expensive It's about the paym ent in different currencies C h a n g e s sam e price as Hard Sleep er but I would E = E rik , I = In t e r v ie w e r in e x ch a n g e rates co u ld have a big im pact recom m end it for any journey over two E O n e o f th e first th in gs I had to d o when on the profit w e m ake hours D O K , I'll rem em ber that W hat about p ro b le m s that w e re ca u s e d b y th e volcano b u se s? W Z Well, there are still places and sights from th e v o lca n o m a d e flying im possible A Yeah, you're right, we'll have to get advice on that Unit 2.1 2.5 I'd ju s t sta rted th e job was dea l with which e ru p te d in Icelan d T h e clo u d o f ash There were p e o p le from all o v e r E u ro p e in China that you can only get to by bus For exam ple, you can only get to many parts of Guizhou and Guangxi by bus There's a railway network in Fujian but the w ho co u ldn 't g e t h o m e b e c a u s e th ere w ere n o flights fo r them W e also had p e o p le w e h a d to co n ta ct an d tell them D = D e n n is, W Z = W en jin g Z u e connections aren't very direct, so it's best th ey co u ldn 't g o o n holiday D Hello, I'm thinking of sp en din g about to go by bus D O K , thanks, you've been very helpful I S o what d id y o u d o ? E I div id e d th e staff into three tearns One W Z Thank you Have a good trip! team organized h o tel a cco m m o d a tio n for 2.3 our cu stom ers That wasn't easy because there weren't e n o u g h h o tels fo r ev e ryb o d y six to eight w eeks in Chin a, so I w as w ondering if you could tell m e som ething about what kind of transport is b est for me to use for travelling round the country? W Z Yes, but can you tell m e w here exactly you're planning to g o ? D W ell, certainly Beijing and probably Xian, G uizhou and Fujian and Shenzhen too, if possible W Z O K , well if you want to got from one end of the country to another quickly, then you have to fly There are a lot of regional airports - about 150 - so you have a very big choice It's ch ea p er to buy your tickets inside China rather than before you go but you can also book tickets online in advance In my exp erien ce, elong or ctrip are very reliable D W hat about rail travel? W Z There's a really g o od network and the trains are usually fast, punctual and safe But you should try and reserve a ticket well in advance b ecau se the trains are crowded Do you speak C h in ese at all? D Not very much, I'm afraid W Z So it's best if you ask the hotel to make the booking for you b ecau se reading a tim etable in C h in ese is going to be difficult for you, and trying to find Englishspeaking staff on the platform is almost im possible, even in big cities 2.2 D = D en nis, W Z = W en jing Z u e D Can you tell me about different classes of seats, first class, second class ? W Z W ell Soft S leep er class is the most com fortable and the most expensive - it costs about the sam e as a plane ticket There are four berths in each com partm ent and there's a table with a tablecloth, and they usually provide hot water for making tea The com partm ent door has a lock and there's a smartly-dressed attendant to look after each car You share with other, p assengers but this is a good way to meet people D Yes, that's som ething I want to W Z Then there's the Hard Sleeper class for journeys of more than six hours Hard Sleeper berths are reasonably comfortable and bedding is supplied Newer trains have power sockets for laptops and mobiles I think they are very economical if you travel overnight because you save the cost of a night in a hotel D Yes, it sounds like a good idea W Z The cheapest is the Hard Seat class which has three people sitting side by side They're fine for short journeys - short distance daytime trains only have Hard class seats But it's an uncomfortable way to travel for longer journeys Soft Seat P lease mind the gap between the train and w e didn't know h o w lo n g airports a n d the platform when leaving the train w ould remain clo se d T h e s e c o n d team W e exp ect heavy traffic congestion and long delays on the northbound b o o k e d flights that w eek an d offered contacted all the customers who had ca rria g ew a y after a co a c h c o llid e d with a th em refunds o r an alternative holiday But lorry at junction 14 that wasn't easy either as we didn't have Will all p a s s e n g e rs requiring a landing much sp are capacity A n d a third team was card p lease speak to the purser before resp o n sib le for hiring co a ch es to transport g o in g a sh o re people to p la ces w here there were other Lunch will b e served in the dining ca r m eans o f transport to get them home betw een twelve and two o 'clo ck I And d o you think th e operation was a W ill all passengers for flight BA5074 s u c c e ss ? E W ell, o f co u rse w e lost a lot of money to Cairo p lease m ake their way to the departure lounge where your aircraft is waiting to depart from g a te number 56 The captain invites all first-class passengers to join him for cocktails on the But on the positive side, our customers saw that we were d o in g our b e st to meet their needs in difficult circumstances I think that these p a ssen g ers are going to trust us in the future because they know that if anything g o e s wrong, w ell look after upper deck Turn left and drive straight on for 500 m etres At the first ro u n d a b o u t, take th e third exit Drive on fo r three kilometres Passengers arriving from Brussels please p ro ceed to the b aggage claim where your them I What you think you learnt from the e x p e rie n c e ? E In term s o f professional skills, the most im portant skill was how to deal with the p u b lic in a very stressful situation For exa m p le, if a cu stom er is angry and upset, luggage will arrive shortly Em m a, E B = Em m a's Bo ss /e set off really early fo r the airport —at ut 5.30 in th e m o rn in g —so I w o u ld ? p le n ty o f tim e But, o f c o u r s e , th ere it's important to let them tell you how they fe el D o n ’t interrupt while they are sp ea kin g b u t stay patient and wait until they've finished If you can stay calm, this is g o in g to h e lp the w hole situation, so don't g e t angry or lose your tem per A n d af cou rse don't ever start to argue with the :u sto m e r and/or blam e your colleagues or rnyone e lse abou t the situation It esn 't ielp to make excu ses - it's b e tter to focus long d e la ys o n th e m otorw ay A ' h a d broken down a n d b lo c k e d an so we were held up fo r m o re than our Anyway, w e got there in th e en d lu s b a n d d r o p p e d m e o ff o u tsid e th e tinal ju s t after eig h t b u t by that tim e light had already taken off >n what you're go ing to d o to change hings I've also learnt that the way you sten is im portant too You should make ure you sto p what you are doing and look t the perso n A sk qu estions to ensure that du understand what the problem is from )eir po int o f view, and show empathy y telling them that you understand how tey feel Then, if po ssib le , reassure the W(j( clo D h n o ! S o what h a p p e n e d ? 'ell, I w en t to fin d o u t what tim e th e flig h t fo r P rag ue w as d e p a rtin g T h e d e sk p e o p le w ere very help fu l bu t I to h a n g a b o u t fo r a g es w hile they to g e t m e on another flight I tried to )e th e P rague o ffice b u t th e line was and I co u ld n 't g e t through Anyway, ta g e d to get on an oth er flight to j e a bit later that m orning O f cou rse, f was no one to pick m e u p when I ¡d at th e airport But I g o t a taxi to the en tre an d finally tu rn ed u p for the first af th e visit at lunchtim e! , after all th o se p ro b le m s , was the success in your o pinio n? 1, very m uch so They put m e up in a g o o d hotel and I g o t on really well h e people I m et I've fille d in th e site h ecklist you ga ve m e and it's all very 2.o CS = Customer Service e m p lo y e e , M = M an C S G o o d m orning, sir Where are you travelling to today, please? M Stockholm CS OK, could I see your passport, please? Thank you Do you have any cabin baggage? M Just my laptop AUDIO SCRIPT C S O K that's 26 kilos I'm afraid you're six kilos overw eight, sir, so you're liable to e x c e ss b a g g ag e charges had to go back and check in her handbag or her laptop Her husband got abusive and we had to call security M O h How much will that b e? C S It's ten euros per additional kilo, so S that will b e 60 euro If you take this form here to my co lleag ue at the information desk, you can pay there Unit Not another one! O K , I'm on my way M W hat you m ean 60 euro? That's outrageous! It's more than I paid for my 3.1 ticket I thought I might be a bit over but had no idea you'd charge so m uch You can't this to p eop le My jo b is to make all the travel arrangem ents for the m em bers of a royal family in the M iddle East Som etim es C S there's at least ten of them and I have to I'm afraid it's not my decision, sir O ur policies related to cabin b a g g ag e m ake sure everything is absolutely perfect and excess b agg ag e charg es are printed clearly on your ticket and also on our w ebsite My bigg est worry is always security, so l M I'm sorry, I think you're just taking advantage N obody could possibly expect C S = C u s to m e r S e r v ic e e m p lo y e e , W = W o m an C S Any p assen g ers for M ilan? That's any p assen gers for Milan C o u ld you co m e this way, to the front of the q u e u e ? This way, p lease W Excu se me E X C U S E M E? C S Yes, m adam C an I help you? W C o u ld you p lease tell m e w here to go for the Seville flight? W e've b een trying to queue in this ch aos for over an hour now O ur flight leaves at 10.30 and w e're going to miss it if we can't ch eck in C S O K Seville, yes, O K , if you'd like to follow me W I don't understand why you've only got four desks open Look at all these p eo p le it's ridiculous C S = C u s t o m e r S e r v ic e e m p lo y e e , M = M an C S Yes, sir Can I help you? M I've just com e off the C heapSky flight from Prague and collected my luggage, and I want to make a serious complaint My G P S has b een stolen from my bag! C S I'm sorry to hear that, sir, but we advise against putting valuables in your cabin luggage W e clearly state that we can't be held liable for any loss or dam age to property carried in this way M Are you serious? C S Yes, when you booked your ticket, if you had to read our terms and conditions charter and ticked a box, you would have seen this M But nobody reads that small print! I can't believe that CheapSky is trying to get out of their responsibilities like this, I want to see the m anager = S h a r o n , S i = S io b a h n S Hello, Sharon speaking S i Hi Sharon, it's Siobahn here Listen, I'm at departure gate 32 and we've got a problem Could you com e dow n? S O h, that's the 10.25 to O porto, right? I thought you'd have taken off by now W hal's the problem ? S i W e've had a major incident with a customer She got really angry when Kevin wouldn't let her take two p ieces of cabin baggage onto the plane W e told her she always choose a hotel that uses sm artcards to limit access to executive suites and has C C T V cam eras installed The family particularly request limousine service, 24-hour room service and exclusive use of the spa and therapy rooms I travel a great deal on business and usually spend no more than two or three nights in a hotel The travel budget has been cut recently, so I don't usually stay in exclusive, expensive hotels but I n eed som e essential facilities H igh-speed internet access is a must, and if there's a business centre offering secretarial and translation services and business support, that's a plus O h, I also need a rapid laundry service as l travel fairly light and don't always have enough clothes with me in Spain to b e the sam e as in the rest of Eu ro p e? J W ell, actually the short answ er to that is no In Spain, the stars can only b e aw arded by the regional tourist authorities T h e re are 17 different regional tourist authorities and each one gives an official rating according to its own set of criteria I That so unds pretty confusing J W ell, yes it is A n d to m ake it w orse, m ost p eo p le book hotels online or through tour com pany brochures, w hich often use their own criteria and sets of sym bols, for exam ple suns, crowns, keys, m oons or diam ond sym bols to rate hotels I So, the stars m ean anything at all? J W ell, the stars reflect the num ber and range of facilities offered, for exam ple is there a lift? D o e s the hotel have a gym nasium ? So that's som ething concrete you can rely on A n d of course a four-star hotel will also cost m ore than a three- or a two-star hotel in the sam e city: by law, Spanish hotels must display their p rices behind reception and in every room However, visitors must rem em ber that VAT is extra Right A n d are the prices m ore or less the sam e across the regions? J W ell, prices vary according to region and season A room will always co st more in high season and city hotels charge more during fiestas, carnivals or when there's a major conference 3.3 relatively low budget so we look for C = C u s t o m e r , R = R e c e p t io n is t C Hello, can you send so m eo ne to look at somewhere that caters for families It's important to have a swimming pool, bu the best hotel for us is one where there children's play area where the children c go W e stayed in a place recently where the kids had bunk b eds with individual television sets in them W e could get tk latest PlayStation gam es and consoles from reception And if we wanted to gc out in the evening, just the two of us, tf was a great babysitting service as well 3.2 I = In t e r v ie w e r , J = J a n ic e I First of all, can you tell us something in general about how hotels are graded and what the number of stars actually means? J Well, perhaps the first thing I should say is that the number of stars in one country doesn't necessarily mean the sam e as in another But in Europe, there's a European Hospitality Quality Schem e called the Hotel Stars Union and the star system is the sam e for all the countries that belong to it Basically, there's a list of criteria relating to 270 possible features and services a hotel can offer For example, the minimum criteria for a one-star rating include daily room cleaning, a table and chair in each room (as well as the bed of course!), and either soap or body wash in the bathroom However, for a four-star rating, a hotel must be able to offer things like a restaurant with an a la carte menu service and a soft chair or sofa with a side table in each room I O K, that's good to know but what about Spain? Can visitors expect star ratings the air conditioning in my room - it's too noisy and it doesn't seem to be working properly b ecau se the room is hot And I can't close the window either and there are insects getting into the room R I'm sorry, sir I'll speak to m aintenance C O K, thank you [Later} C Hello, I phoned a couple of hours ago to say that the air conditioning is not working The person l spoke to said som eone would look at it but nothing has happened R W hich room ? C 238 R I will speak to m aintenance C And another thing The Wi-Fi isn't working and I need to be connected - I've got work to R O K, I will speak to the person in charge [Later] C I want a refund, I'm not paying the full rate - I com plained several times about the air conditioning and the internet connection that didn't work, and I was just ignored C = C u s t o m e r , R = R e c e p t io n is t C I don't understand this bill It's too much R You got a problem ? C W hen I m ade the reservation, I was told the room rate was seventy-nine dollars and ninety cents R Yeah, plus taxes C O K, but what's this - you've added another 15 dollars AUDIO SCRIPT R Yeah, that's kind of for the extra person again Thank you for bringing the matter to D in the room m y attention maintenance issue B It's true that som e of the villas need repainting I think we sh o u ld b u d g e t for C T h e extra person in the room !! I was 3.4 never told there w as a charg e for that! A p o lo g iz in g R That's the rate, man C W here's it say that? There's nothing se e anything here in the reception area about charging for the num ber of p eo p le in a room I hear what you're saying and I know how E x p la in in g C a n I sp eak to the m an ager? N op e, he ain't here I'm afraid there's been a misunderstanding I'll look into it right away taking minutes for this meeting? I'll draw up a list of action points and I'll get back to you when it's been sorted out D circulate it to all of you I'll everything I possibly can Unit 3.5 I don't have any record of that A Let's g e t this m e e tin g sta rted , shall w e ? The first item is about this Mrs M aybe, but I do, so what are you going to about it? W e just travelled 150 miles to be here 4.1 w h a tsh e rn a m e B Katarina Chalupova A Yeah, well, this is pretty serio u s What I want to know is, why didn't anyone notice that this p iece o f furniture w as potentially R Um, perhaps I could try and get you into another of our hotels Do you want me to that? Do you have any other solution? No dang erous? B It's very difficult to get g o o d cleaning staff They don't care, they just com e in and out, a lo t o f th em turn u p late C S o m e o f them can't speak English C = C u s t o m e r , R = R e c e p t io n is t C Is that reception? R Yes, how can I help you? C My name's Anne Robertson I just attitude of the peop le you employ here com pletely unacceptable This afternoon when I cam e back, the room hadn't been cleaned I phoned housekeeping but I don't think they understand English, they just say yes Finally, I m anaged to make them understand what I wanted and som eone brought up som e clean linen, but the girl w ouldn’t stay to clean the room and I had to make the bed myself She said it was the job of housekeeping, not hers M I'm very sorry, madam I'll have a word with the staff I assure you it won't happen our terms and conditions that fo o d and beverages are provided by third parties So any issues concerning food in the stores sho u ld b e directed to the provider A Right, so we can say we are not responsible and Mrs Hawkins should contact the Park M arket directly Is anyone w eeks ago! A n d I have a credit card confirmation for late arrival You can't say you don't have a room! w e don't have any m ore room s for tonight C W hat? W e m ade this booking two C = C u sto m e r, M = M a n a g e r C Excuse me, are you the m anager? M Yes, madam, what can I for you? C I'd just like to tell you that I find the Market? B Well, that's very clear It clearly states in with But the hotef's full It's half past eleven, apologize for the inconvenience Please com e down and I'll make sure you get a room that's ready I'll put you in a better room with a view over the lake C O K, thank you very much I'll com e down now O h my goodness, there's a lizard in the room! W hat seem s to have happened is t h a t A c t in g the nam e of Robertson, Mr and Mrs Robertson R O h, I'm so sorry, Mrs Robertson I A At the m om ent we're having a problem C = C u s t o m e r , R = R e c e p t io n is t C Hello, we've boo ked a room in ch ecked in with you downstairs You told me the room was ready but the b eds haven't been m ade, the room is filthy and it sm ells of cigarettes I definitely asked for a non-smoking room and it's half past three - I don't understand why the room hasn't been cleaned every day It's u n a ccep ta b le Good Now what about the Park C R OK I'll look after th a t C A n d I'll have a w ord with Molly O'Connor a n d m ake su re s h e tells th e staff that in future we'll be doing checks to make sure that the rooms are pro perly clea n ed and that the bed linen is changed you feel W hen will he b e b ack? R I dunno I can give you his m obile p hone num ber if you like R C repairs A can I? I ain't the m anager R I'm sorry about that I apologize for the inconvenience R Yeah, but I can't anything about it, C R C that o v e r th e n ex t six months and choose the properties that really need some about that on the check-in card and I can't Yeah, good point Let's move onto the B A n d th e y d o n 't care A W hy not? B W hy s h o u ld they, their wages are really low and they have no reason to care really A W ell, this is g o in g to c o s t us Have you re a d the letter from the so licito rs? D Jt looks b ad but we can also claim that she was at fault S h e adm its that s h e sp e n t a lot of time in the swimming pool - but if her fin g e r w as infected, s h e sh o u ld have k e p t the fin g er p r o t e c t e d and clean and n o t g o n e sw im m ing C She says it was the water in the swimming pool that caused the infection A It can't h ave d o n e - the water has chlorine in it, it's d isin fected B Yes, but other p e o p le say that th ere are kids w h o haven't been toilet trained in the po o l A OK, we need to tell the sw im m ing p o o l attendant to make su re that kids with la p p ie s are n o t allow ed in th e p o o l area D So what about her claim for :om pensation? \ I suggest we write to th e solicitors in d play for tim e - wait until we enow how serious it is M a y b e offer ;ome compensation but d o n t adm it es ponsibility N oth in g p ro v e s that there vas really something w rong with the >edside table In any case, sh e may have a >ersonal a ccid e n t insurance p olicy or have ia n e d up for our own when sh e b o o k e d Hi, this is Curtis Jackson with the weather forecast at a.m for to d a y M on day the third o f April until midnight M o st of the co u n try will start th e m orning overcast with some mainly light rain or drizzle, although o v e r northern areas so m e heavier sca tte re d sh o w ers are e x p e c te d during the afternoon D uring th e afternoon, brighter, drier w eath er should gradually e xte n d eastwards with sunny intervals and it'll b e another mild day with temperatures in the mid-50s, generally a little higher than yesterday's b u t a little u n d er the seasonal average H ello there, its M o n d a y the last day o f the year and to da y it's likely to b e a rather chilly day fo r many There'll b e some scattered show ers and a cool b reeze for Sicily and southern Italy, but m ost parts o f the M editerranean will be dry and we'll se e sunny sp ells for the French Riviera, Spain and Portugal o n ce the early m orning m ist and fo g has cleared There are a few show ers spreading dow n into northern parts o f Africa, particularly Tunisia and Libya Cairo sh ou ld b e dry with tem peratures o f 18 o r 19 and lots o f waun weather and sum m er sunshine in Nairobi, Dar es Salaam and C a p e Town P = Patricia, B = Barbara P Hi Is that you, Barbara? This is Pat Walsh We talked a co u p le of days ago about your upcoming vacation B O h hi, Pat How're you doing? P I'm good Hey, listen, I foun d you a great pla ce to go! It's called Costa Sauipe in northeast Brazil It's this private resort with a fantastic beach area about one hour north o f Salvador Th ere are five hotels with AUDIO SCRIPT incredibly sp acious bedroom s, a huge TV and I can tell you, it's real luxurious T h e TV reality program m e Lost and B S ou n ds great W hat kind of activities are th ere? Do they organize things for us United States, w as filmed here recently to d o ? Hank and I just don't want the kids to get bored - you know what teen a g e rs are like J J P You don't need to worry about that there'll be plenty for your boys to do, like volleyball and windsurfing on the b each which is right next to your hotel Tennis, TV prime tim e and will b e w atched by 13 million Am erican households That's a m assive audience who have probably never considered our country as a tourism aqua gym, horse-riding - they have their destination But m ost important is the own equestrian centre - and, you know, positive im age of the country that the program m e portrays for eating out there's a really w ide ch o ice - fifteen restaurants, French, Italian, Ja p a n ese and Brazilian food Found, which has a big audience in the Has this had any effect on tourism ? It w as a really great public relations exercise T h e program m e will b e on for 14 w eeks every W edn esday night during I W hat plans you have to develop tourism in Eld orado? B O K, so how would I get there? P W ell, there's an air-conditioned b us that J J Well, w e want to increase the amount picks you up from the airport in Salvador and drives you straight to the resort, which is about 50 miles away B That sounds convenient A n d when moment, w e have 7,800 hotel rooms, which isn't enough O ur neighbouring countries offer around 38,000 W e're working with two Spanish hotel chains, SunSoul Hotels you reckon is the b est tim e to go? P Well, if you go in sum m er (that's D ecem b er through February), they have som ething that's really sp ecial know and Ambrosi Resorts to improve what we have to offer O ur government is offering tax exem ptions of almost 100 percent during the first ten yaars for foreign you're interested in nature and wildlife and they have this turtle preservation schem e O n ce or twice a w eek, the resort p eo p le collect the turtle e g g s and they save all the turtles that are born on that day And this naturalist guy co m es and gives talks about turtles and their habitat, and so on, and about other m arine life as well I know so m eo ne who went there with her kids and they absolutely loved it B W ell, that sells it for me Ju d d is m ad about marine life You said D ecem b er throuqh February? So that's their summer, right? P Yeah, you're guaranteed go od weather Co sta Sauipe is in a tropical region and the sun shines practically all year round and you're guaranteed tem peratures betw een about 75 and 90 degrees B O K , that's plenty hot enough P Look, Barbara, why don't you visit their w ebsite to see what it looks like and then when you've done that, I suggest you get back to me and we'll take it from there B O K, Pat, that sounds really good I'll that now and call you up maybe tomorrow com panies that set up here If within the next ten years they decide to reinvest 35 percent of the initial amount, the exemption can be extended of hotel accom m odation available At the I O K, so that's bound to attract investors Thank you very much for talking to me Unit 5.1 I've divided my presentation into five main sections which correspond to the main areas of the country Argentina has an enormous variety of landscapes and there really is something for everyone So, unless anyone has any questions, I'll begin So, we'll start off in the great plains of the Pam p as region Visitors can stay at the ranches, which are now open as hotels or parks, where they can go horse-riding, bird-watching or hang gliding If you have customers who enjoy fiestas and carnivals, I'd really recommend the annual carnival in the city of Gualeguaychu Everybody's heard of Rio carnival in Brazil but this JJ one is less touristy and a truly authentic experience For beach lovers, there are many b each resorts on the eastern coast here, such as Pinamar and Mar del Plata, which offer activities like quad-biking and surfing US dollars in revenue from tourism in the first four months of this year I How many visitors you expect this year? J J More than one million, mainly from the USA But there are more and more visitors from other parts of the world Tourism investment is up by 11.8 percent this year and w e c?xpect our tourism receipts to rise by more than 16 percent The northeast region of the country is the Argentinean M e s o p o t a m i a O n the border with Brazil, there are the magnificent Iguazu Fails These waterfalls are just as spectacular as Niagara Falls in Can ad a or Victoria Falls in South Africa, and if you're looking for excitement, you should take a boat trip to the ed ge of the falls The rainforests in Iguazu National Park are a Unesco W orld Heritage Site, which visitors can explore by eco-train The M esopotam ia region is also great for w eekend breaks angling on the banks of the Rio Parana ^ A I'd like now to turn to the C e n t r a l r e g i o i and the A n d es mountains In Cordoba you can see great exam ples of colonial P O K, great speaking with you 4.3 I = In t e r v ie w e r , J J = J o n J a c k s o n I So is Eldorado a safe place for tourists? There was a time when our country was dangerous but the civil war was over five years ago and it's very different now In fact, b ecau se of our low crime rate, our country is now considered entirely safe Last year, over 60,000 visitors cam e here from the USA and tourism is growing really fast W e've already generated 99 million architecture If you'd like to exp lore the m ountains, you should take a trip on the train to the clo ud s - El Tren d e las N um bes Th e train dep arts from Salta and takes you on a 450-kilom etre round trip literally into the clo ud s - the last viaduct is over 4,000 m etres ab ove sea level Next is C u y o in the w est-central region M endoza is the regional capital and is an excellent b ase to explore the m any vineyards in the area You can also go clim bing and skiing in the A n d e s from here, for exam p le at the Las Leñas ski resort But p erhap s the m ost exciting region is P a t a g o n i a in the south H ere visitors can enjoy a w ide range of outdoor activities, horse-riding, trekking, rafting and wildlifewatching From the Puerto Pirám ides, here on the east coast, you can go w hale-watching and the Tierra del Fu e g o literally the land of fire - is your gatew ay to the Antarctic, w here you can take a cruise around the icebergs W ell, I think I'll stop there for the m om ent and if you have any questions, p lease don't hesitate to ask me If w e could ju st stop here, p lease C an everybody at the back se e the painting? C an everybody hear m e? Yes, good W ell, this painting of O p h elia by John Everett Millais is one of the m ost fam ous works associated with the Pre-Raphaelite m ovem ent in England during the 19th century The Pre-Raphaelites disagreed with the way art was taught and in particular the way the Italian Renaissance painter Raphael was considered to be the master they should all try to copy They w anted to go back to a style of painting which w as typical of the Early Renaissance Italian and northern European art of the 15th century They w anted more detail in their painting and to use lots of intense colours They also used them es taken from poetry and the theatre, and here we have a representation of O phelia in Shakespeare's H a m le t A s you may know, O phelia b eco m es mad with grief after Hamlet murders her father and she accidentally drowns when she falls into a stream Millais painted O p h e lia in two separate stages: he first painted the landscape, sitting outside on the banks of a river for up to eleven hours a day, six days a week, over a five-month period in 1851 When he'd finished the background, he painted the figure of O phelia using a 19-yearold m odel called Elizabeth Siddell He particularly wanted to see the effect of her hair and dress floating in water, so he asked her to lie in a bathtub of water But when she caught an extremely bad cold, her father sent Millais a letter dem anding £50 for medical expenses The flowers floating on the water correspond to 5.3 Oil on canvas painting 1300 x 900 millimetres, presented by the artist in 1900 Tempera on wood painting from circa 1420 AUDIO SCRIPT Oil on wood painting 765 x 940 millimetres - painted by Nathaniel Home in 1775 Late 14th-century French Gothic panel painting This marble statue probably dates from around 1500 Oil on canvas painting 980 x 853 millimetres - a portrait of the Betts Family circa 1746 One and a half million we'll probably su g g est that Anyway, what I'll d o is g e t my team working on a detailed Six point two five billion please? A F Hello, this is Alain Fournier speaking B M Hi, it's Bethany Martinez I sent you an email yesterday about a group we have who would like to a tour of France next fall - I was wondering if you've had the chance to give us a costing A F Yes, well, I've been looking into the entrance fees and prices of some of the places that the group could possibly visit and I've been drawing up a table to see how the prices compare B M OK, sounds good A F We haven't yet worked out an itinerary -th ere are several possible alternatives I think that most people who come to France want to go to Versailles and I've got a price there of 25 dollars with an audio commentary so there's no language problem I guess they don't speak French B M No, probably not A F I can get a museum pass for the Loire Valley chateaux for 65 dollars, that includes entrance fees to ten chateaux but I doubt if they'd want to visit them all B M No, but that sounds pretty good value A F And then there's the Mont Saint Michel, which is incredibly popular, a bit crowded in the summer with about 2.5 million visitors every year but I've negotiated a group ticket for nine-ninety a head I'm quoting in dollars obviously I've also got a good deal from the Popes' Palace in Avignon, at 125 dollars whatever the size of the group and an Englishspeaking guide thrown in B M These prices are firm and definite, are they? A F They're what we pay Obviously, we'lf be giving you an itinerary and a global price that takes all these charges into account And we don't have to charge anything for accommodation as all the hotels we use belong to the group, so accommodation is factored into the price B M Good, that should keep the price down for us What other places would be possible? A F Well, as they're interested in gastronomy, I think a tour of vineyards in Burgundy and the medieval hospital in Beaune would be worthwhile And I've been on the phone to a vineyard owner in Bordeaux who can me a tour and gastronomic dinner for just 110 dollars a head But there are other places as well that should interest the group, for exam p e itinerary and give you a price p er person 6.3 for the tour B M O K , you think you could that I = Interview er, D rC = D r Chaya I So Dr Chaya , the global market for health for tod ay? Um, we'll our best, I'll get back to tourism is worth about 100 billion US dollars and it's growing all the time Do we know anything about the reasons for this? D rC Well it's fairly obvious that one of the main reasons for medical tourism is cost For example, here in Thailand, heart bypass surgery costs one-tenth of what you would have to pay in the USA Another major motivation is time - there are huge waiting lists in Canada and the UK for most AF you as soon as possible B M O K , thank you, have a go od day AF Yeah, sam e to you Bye Unit 5.4 B M = B e t h a n y M a r t in e z , A F = A la in F o u r n ie r B M Hi, can I speak to Alain Fournier, / the N orm andy b e a ch e s and the War M useum in C a e n , which is actually free, so 6.1 The idea of niche tourism has b eco m e more and m ore popular, partly as a reaction to m ass tourism W e're all familiar with m ass tourism products such as ch eap package tours, huge tourist resorts, international hotel chains and built attractions like Disneyland They have b een very successful in creating econom ies of scale through the sale of standardized leisure p ackages to a mass clientele Niche tourism takes the opposite approach It says 'small is beautiful' and caters for small groups of p eop le - perhaps no more than a dozen - who have a shared special interest, for exam ple photography, steam engines, bird-watching or gastronomy A n d it's precisely b ecau se niche tourism is, by its very nature, small-scale, that it offers such a go od opportunity for p eople who small wno want warn to to set se i up up o a„ independent ■ ■ „„, l l ffirms i , ™ have businesses A» ,lot of small have been been able to exploit areas of business that the major tour operators aren't able to Only the sm all business model can o ffe r oneto-one service and high levels o f product knowledge If you loo k at th e list o f In d e p e n d e n t Tour Operators in Britain, you can see the range o f n ich e p ro d u c ts on offer, fo r e x a m p le relig io u s tourism su ch as p ilg rim a g e s a n d visits to sa cre d sites, travel to music festivals, visits to b a ttlefield s, m ed ica l to u rism , where people travel abroad fo r health reasons, and the very big niche market in co u rse s a im ed at people who want to learn a fo reig n lang ua ge A n o th e r in terestin g a sp e ct o f niche tourism is that it tends to attract high spenders, or at least people who see themselves as diffe re n t from your ordinary tourist This m ean s that in stea d of the low m argins in th e co m p e titiv e m ass tourism bu sin ess, niche tourism has the po ten tia l for quite high p rofit m argins 6.2 Two h u n d red an d fifty-two US dollars Three point five million eu ros Seven ty-tw o thousand, five hundred and tw enty-five yen A quarter Two-thirds Twelve point five percent operations and procedures, so if you want treatment quickly, you have to travel But I think the main factor in the growth of this form of tourism in the Western World lies with the ageing population The number of people in the 65 to 15 age range has increased dramatically in the last ten to fifteen years and they are the section of the population who need medical treatment the most They're also the people looking wellness ffor o r spiritual w u m c « -Around 40 ,percent people attracted by this kind of of the {he peop|e tourism are over the age of 55 t0(jrjsm I, And AnA Hriw how bja big js is the market for medical metourism here in Asia? How many medical tourists are there? D rC T(ne he e estim market size is around s t imated a t e maior providers oroviders mi||fon, with the major fae|ng Thai’|an^ Singapore, Malaysia, the rntlippines Philippines and South a, _ Korea Thailand , _h uo sts moHiral alone m edical visitors visitors from from over o ver 190 countries Singapore is aim ing fo r a 4.8 billion dollar share o f the American m arket - that's ab ou t 8.5 p e rce n t o f that particular m arket A n o th e r attractive featu re o f this m arket is that m edical tourists sp e n d a b ou t two-and-a-half times more than the average traveller so they're an e xcellen t so u rce o f revenue The Royal Thai go vern m en t has drawn up a five-year plan to d o u b le this revenue I A n d d o you g e t d o m estic B J = Bronwyn Jones , R = Receptionist, D5 = Dikelidi Sisulu B J G o o d m orning, can I talk to Dikelidi Sisulu, please? R Yes, w h o ’s speaking, p lea se? BJ M y nam e is Bronwyn Jo n e s It's about a bo o kin g I m ade R old on, you through R H Hold on, I'll i h put f B J Thank you D S G o o d m orning, M rs Jo n e s, what can I fo r you ? BJ O h, hello I recently made a bo o king for th e Tov.-nship E xp e rien ce and I've ju st be en reading about all the attacks in the tow nships and I really don't feel safe now about the w hole thing, and so ¡'ve d e c id e d not to go Could you p lea se cancel the booking for me? D S Um you must be thinking about the honeymoon couple in the car that was hijacked, they weren't actually attacked, and A U D IO S C R IP T B J Yes, I've read all about it and it was D S ab solutely horrible and it's put m e off the w hole t rip IS a go od idea But they have to register for that, don't they? D S T M Yes, but it's easy - they just have to go to the w ebsite at w ww eblockwatch.co.za P = Paul, M = Martina, K = Kristina P It's five past ten by my watch Let's m ake a start, shall w e? A s you know, the aim assure you that this is the first incident like D S of this m eeting is to discuss the festivals this for a very, very long time W e've b een to reassure potential visitors and som e D os and Don'ts I'll send them to you so you can add anything you think I've left out W ell, I understand how you feel and w e are all very shocked about it but I can doing these tours for over ten years and w e've never had a problem B J Sorry, but I find that difficult to Now telling them about eblockw atch O K , well, I'll start drafting a paragraph b elieve Everyone knows that Steen land is dangerous All I'm saying is that I w ant to cancel the booking Unit D S 7.1 O K , but it's a great pity b eca u se I'm sure you would have really enjoyed the experience l = In t e r v ie w e r , S L = S im o n L a u I So, what are you working on at the moment, Sim on? reference num ber? S L I'm organizing an exhibition for D S = D ik e lid i S is u lu , T M M b ila t s h w a = T h a b o D S I need your help, Th ab o , I had a cancellation for the Township Exp erien ce this morning and it's not the first The attack on that British co u p le is dam aging our reputation as a tourist destination If things carry on this way, I'm going to lose my business W hat can w e to m ake Steenland safer for visitors? T M W ell, I think w e should start by focusing on the kind of m easures we already take, I m ean those tourists ignored the advice the p eo p le in their hotel gave them But if they'd b een your clients, you wouldn't have let them go anyway, right? You already tell your cu stom ers not to go out alone or after dark M aybe you could post a whole section on safety and security on your w eb site? Then all visitors will know both what to exp ect and all the things that they should to make sure that nothing happens D S Such as? T M O K, well the main thing is not to carry expensive cam eras and wear expensive jew ellery - that's asking for trouble O r carry large sums of money And if they carry money, keep it in a money belt And no one should ever, ever walk the streets after dark D S Yes, all that's very sensible but we don't have tours after dark! And all our tours are with exp erienced guides who know which areas to avoid You could certainly say som ething like all the guides are well-known and resp ected in the community and our vehicles are recognized in the townships Everyone knows that it isn't good to harm tourists b ecau se it harms our economy And that they, the tourists, should always stay with their guide And if they get into a dangerous situation, N EV ER op p ose any criminal, just give them what they want immediately or they might attack you D S I don't want to make p eop le panic or I'll never get any bookings! T M A n o th e r thing you co u ld d o is stress how im p ortan t com m u nity action is for us here in the to w n ship s Tell them th at if they e ve r find th em selves in an e m e rg e n c y situation, then all they have to is call our com m unity safew atch call cen tre at ob lockw atch and w e'll sen d out one of thou m em bers to h elp th em TM you've researched So, er, M artina, w ould you like to m ake a start? M O K , well the Eisted dfo d is an extrem ely old festival, in fact it d ates b ack to the 12th century but the m odern version has b een going sin ce 1858 It's held in the first w eek of A ug ust in W ales and the venue B J Maybe, but can I give you the booking 6.5 7.2 schoolchildren about ancient Egypt It's especially designed for kids, so it has to b e interactive and fun But it also has to b e educational, so we must make sure there's enough information for teachers who com e with groups of school children to project work with them ch ang es every year, but every four years it go es b ack to Cardiff, which is the capital Um, it's actually the b igg est festival of com petitive m usic and poetry in Europe There's a different atm osp here from other festivals and it's great fun T h ere are about 160.000 visitors and 6,000 com petitors, so it's pretty huge There's only on e m ajor disadvantage, w hich is that it's held entirely in W e lsh !!! P So it's a bit of a w aste of tim e if you don't sp eak W elsh, then ? I So, what does an exhibitions m anager M actually ? W hat’s your plan of action for this exhibition? headsets that give an English translation of everything and anyway to appreciate the music, it doesn't really matter what language it's in , — —.,j, i vv\_>uiu say it takes about a year to organize an exhibition from start to finish Th e first thing I is spend about a month deciding all the requirements and of course the b ud get how much money we can spend Then, I draw up an action plan with a tim escale The action plan takes me about six w eek to because it's a map of the whole project and it's really important I And then? S L Well, we have to order the exhibits from other museums and they have to b e delivered That will take six months W hen they arrive, they are kept in the packaging for a few days to adjust to the museum's climate W hile all the exhibits are being delivered, the exhibition's website has to be designed This is an ongoing process and usually takes at lea nine months to complete I start sending information and photos of the exhibits to the web designer as they com e in anc the site will be constantly updated Next we start work on the software for the interactive display, which is produced by specialized software company That usus takes about three months W hen the interactive software is ready, we'll desigr the sequ en ce for the exhibition (that's th order in which the exhibits will be visitec and over the next two months the labels for the exhibits will b e printed and a scri for an audio guide will b e written and recorded, preferably by som eone famou During these two months, one of my team will also produce a resource pack f teachers and get it printed Finally, I'll wi the publicity material for the exhibition ; press releases will b e sent out to the loc and national newspapers, and to travel publications and websites I And then the grand opening ceremon S L Yes, we usually have a preview party and invite the important local people ar the press It's a go o d way of promoting ; new exhibition N ot necessarily, they give out P K Er, Kristina, what you think about it? Er, I don't think it really m akes a difference I like m usic in whatever language Anyway, I'd like to talk about the Edinburgh Festival This is the largest arts festival in the world It's held for three w eeks in A ugust and there are at least 40.000 perform ances and offers just about everything: opera, theatre, dance, folk music, the visual arts Er it attracts about 350,000 visitors a year and - what's really interesting - is that only 14 percent of those cam e from overseas So there's potential for us P Um, I've heard that it's very expensive K Som e of the major perform ances are But the alternative perform ances, in what is called the 'fringe' part of the festival, are cheap er and, anyway, there's a lot of street theatre and that's free P O K, you have anything more to add at this point? K P Er, no, I don't think so Well, I looked at the Belfast Festival in Northern Ireland It's another arts festival with comedy, music, art, dance and theatre, and it takes place between the 14th and 29th of October It's been going for nearly 50 years but it hasn't yet got the sam e international reputation Even so there are at least 50,000 visitors So, it has potential M But isn't it dangerous to go to Northern Ireland? W hat about the political situation there? P It's much safer than it was and the political situation has improved a lot Belfast is a really interesting city to visit It has a great selection of bars and museums and art galleries K O h, I'm sorry, Paul, l have to go now Is there any other business? P Er, no, l think we've covered everything So, to sum up of the three AUDjO SCRIPT d o n 't kn o w w h o I am If th ey kn ew w ho is review the night manager's reports a n d I was, they wouldn't necessarily behave in check what happened during the night P a rt the same way The inspection starts when Then I spend some time reading email J = J e r e m y , K = K a t h le e n I ring to m ake m y reservation I evaluate messages and catching up I try to visit J OK, let's move on to the final point on how quickly the reservations clerk answers the restaurant between seven and eight the agenda - the impacts of last year's City the phone, if th ey g iv e their ow n nam e and to check that the breakfast arrangements of Culture Award Kathleen, you have some th e n am e o f the hotel, an d if th ey can are in order, and then I usually spend some statistics I believe? an sw er my questions about the h o tel and time in the reception area I like to say K Yes, Jeremy and they're pretty its sen/ices correctly O n arriving, I check hello to the guests as they come down impressive Over the year there were 7,000 the general a p p e a n ce of the hotel I What happens after breakfast? events involving over 10,000 different recep tio n area It sh o u ld b e clean an d tidy J We have the daily staff briefing at nine artists Obviously the music festivals were and look w e lco m in g - a n d I also expect This is an essential part of the day, where very popular - especially the Sounds of the that somebody sh o u ld offer to h e lp m e the staff report on the night before and Suburbs which was absolutely incredible with my baggage an d s h o w m e into m y we discuss problems For example, last I really didn't realize how many really room night one guest's room s e r v ic e d id n 't good bands there are in this city And over Obviously, th e room a n d en -su ite arrive for an hour and a half, so we need 40,000 people went to the football stadium facilities should be clean a n d tidy with to find out why And this morning we ran to listen to the Fatal Microbes concert on everything in its place, a n d th e fridge out of bread rolls in the restaurant This sh o u ld be pro p erly sto ck ed I always ring the opening night meeting is also when I brief the team for room service and o rd e r so m eth in g and J Do you have any idea about visitor the day ahead and we discuss any future then time how lo n g it takes to arrive Th e numbers? events we have planned We look at who's p e rso n taking the o rd e r sh o u ld b e able K Yeah, more than one million people staying at the hotel - any VIP guests, to answer any questions I have about th e visited the city's museums and galleries celebrities, or politicians or whatever, m enu and confirm the order Preferably, throughout the year, that was an increase and which rooms are not in use We also th ey sho u ld try to d o so m e upselling, that of 66 percent And according to market talk about occupancy rates a n d targets is e n co u g e m e to o rd er so m eth in g else research, 70 percent of people in the city We've actually got a potential overbooking o r so m eth in g more e x p e n siv e visited a museum or gallery last year The problem at the end of this week, so we I have both an evening meal and national average is just 47 percent had to discuss alternative accommodation breakfast in the restaurant and I evaluate 7.4 arrangements for the extra guests the quality o f th e service th ere: w hether Part I How long does that last? th e cutlery and d ish es are clean and, o f J = J e r e m y , K = K e v in J About an hour Then I have a strategy co u rse, th e quality o f th e fo o d and the J OK, Kevin, can you explain this graph? and planning meeting At the moment tim e it takes for m e to be served between we're planning a major refurbishment of K Sure If you look at the figures for the courses I expect to be greeted properly all the guestrooms and suites at a cost of four years before the award, there wasn't when I arrive And when I leave, the staff a huge difference between the city - that's 9.5 million dollars We d is c u s s ev e ryth in g are s u p p o s e d to ask if I have e n jo y e d my in blue - and the region - in red - in terms down to the last detail: the colour meal of numbers of visitors but the region schemes, the choice of furniture, the D uring my stay, I have to check w hether attracted slightly more That changed position of the power points, the perfume th e staff are friendly and polite and use two years ago when, for the first time, of the shower gel It all has to be right m y nam e This is im portant as our policy more people visited the city That was an I That sounds like a big job! Do you have is to treat p e o p le as individuals and increase of percent compared to just any time for lunch or is it just a quick o bvio u sly u sing a nam e is part and parcel 2.5 percent for the region Last year the sandwich? o f p ro vidin g a person al service J No, at lunchtime I always eat in the staff numbers really took off with a 22.9 percent restaurant and I try to sit with a different increase for the city and 16.2 percent for 8.3 O n e significant area o f im provem ent person each day and talk to them about the region - and the economic benefits was in w ireless internet access Ninetyany concerns they have A hotel stands or followed The Chamber of Commerce says o n e p e rc e n t o f th e h o tels in sp e cte d had falls on the quality of its cu sto m e r service, that for hotels, more than one million bedw ireless internet connectio n com pa red so finding g o o d staff an d keeping them nights were sold, that was an increase of with only 35 p e rc e n t from ju st fo ur years - staff motivation and retention - is a big 26 percent Throughout the year, demand earlier In addition to this, the num ber o f c o n c e r n in our industry I'm absolutely met the supply, with occupancy averaging h o tels that charge fo r in-room internet use passionate about this As I always say: 86 percent at weekends and 74 percent is d ecreasin g Sixteen p e rcen t o f hotels 'Unhappy employees lead to unhappy overall in sp e cte d currently charge for this service, J That's great What were the most guests.' dow n from 19 p e rce n t last year and 22 I It sounds like a g o o d p rin ciple What popular attractions according to the p e rce n t in th e previous year Thirty-five happens after lunch? satisfaction questionnaire? p e rce n t o f th e h otels in sp e cte d offer J After lunch, there are more meetings, K People loved the giant mechanical iPod d o ckin g stations in-room O f these, for example once a week theres a b ig five-star hotels and 58 spider - they called it The Princess 76 p e rcen t w ere marketing and promotions meeting Our even if it did cause traffic jams And p e rcen t w ere four-star hotels latest promotions initiative is we're sending the Superlambananas - the half-lamb, It is also encouraging to note that the sales team over to Australia and New half-banana sculptures proved to be really h o tel m anagers are b e co m in g more Zealand to get more conference business popular There were over 100 of them at environm entally resp o sib le Sixty-eight On other days I might be talking to the p e rcen t o f h otels now use energy-efficient different points in the city and they're still finance team or accounts - we've had lighting 21 p e rcen t o f the hotels in sp ected there They've really made the city more p rob lem s with check-out times recently, so are planning to a d op t Lea dersh ip in visually attractive and interesting A/e're reviewing our late-charge policy^ n Energ y and Environm ental D esign (LEED ) zvhen the meetings are over, I have to finish standards in the next 12 m onths; 20 admin w ork that I haven't been able Unit percent have already d o n e so ir the pa st 7.3 8.1 I = In t e r v ie w e r , J = J im I So, Jim, could you talk us through a typical day's work for you? J Well, you have to get up early when you work in the hospitality industry and my day starts just before a.m The first thin g I d u rin g th e day what tim e d o you finish? ip e to b e a b le to get away by or quarter b t d epen ds G o o d m orning e v e ryb o d y and w e lco m e when I in sp ect o n e o f our ho tels it's usly as a mystery g u e st - the staff on Kaizen principles in hotel management My name is Yusuke Takahashi and I'm responsible for the to this presentation AU DIO SCRIPT h o u se k e e p in g staff at the Em pire hotel in H iroshim a this J a p a n e s e word Kaizen m ean s? W ell, C = Consultant, FD = Fatoumata Dembele C So you are Fatoum ata D em b ele, th e term is m ad e up of two w ords: Kai that right? So you are p robably w ondering what Unit 9.1 is I've got an exam p le of g o o d service w hich m eans 'continuous' and Zen which m eans 'for the better', so Kaizen is usually translated as 'continuous im provem ent' FD Yes, Fatou, p eop le call me C O K , and what you here? FD I cham berm aid C h an g e sheets, This Kaizen principle of continuous im provem ent has actually existed for quite a long time It first ap peared at the Toyota Motor Co m pan y in Jap an just after room C D o you enjoy your work here? FD I like here but jo b very hard, always the end of the Secon d W orld W ar and C clean lifting, bending, many, many backache in a restaurant It w as my brother's first w edding anniversary and so he org anized a little party in a restaurant near w here he lived W hen he and his wife arrived, the m anager p resen ted them with a b o u q u et of flowers and a com plim entary b ox of chocolates on the house w as d evelop ed as a fundam ental part of their production philosophy Although Yes, l suppose that's one of the intrinsic hazards of your occupation FD No understand the Ja p a n ese have long recognized the im portance of Kaizen in manufacturing, C I said that's one of the bad things about your job exp erien ce in a restaurant is a b ad one I'd b oo ked a tab le in a restaurant for a I don't think it has yet b een ap plied to FD group of friends to celeb rate us passing the running of a hotel But the principles are important and can b e ap p lied to any service industry and not just production So, who d o es Kaizen co n cern ? Th e answer is everybody Kaizen is a system that involves every em p loyee - from upper money W e want pay rise, minimum w age at least m anagem ent down to ch am berm aid s and cleaners The idea is to en co urag e all the personnel to co m e up with small suggestions for im provem ent on a regular basis This is not an activity that takes place once a year, or on ce a month or even once a week It takes p lace all the time Su ggestions are not limited to a sp ecific area^uch as marketing or dealing with com plaints Kaizen is b ased on making changes anywhere where im provem ents are p ossible There's no one b est way of doing som ething, there's always a b etter way If Kaizen is to work, you have to create the right atm osphere and adopt the right practices This m eans encouraging staff to work in team s, so that they feel involved in and motivated by all asp ects of running the hotel and not just their own little area Secondly, it m eans sharing information and em pow ering staff to make decisions, so suggestions can be im plem ented immediately It's also a good idea to provide incentives, so if an employee's suggestion leads to greater efficiency then that em ployee should be rewarded LM = Louis Moulin, C =-Consultant LM My name's Louis Moulin, I'm the restaurant manager Everything here was fine before M onsieur H uchet arrived I've always run my departm ent as I,wanted to but now I'm told I have too many staffwhich is definitely not true During peak periods there's never enough peop le How am I supposed to run a busy restaurant with only one waiter? I understand there have been problem s C in the kitchens recently O h that Yeah, last week was a very busy time because of New Year and the two temporary kitchen assistants we had em ployed for the holiday p eriod didn't turn up W e couldn't find anyone to replace them at short notice and it was a d isa s te r! In my opinion, we should em ploy i no re full-time staff and not rely so much on casual and temporary labour LM Yes, very bad And pay - very small C = Consultant, MG = Munir Gadouche C So, Munir, you're the m aintenance engineer, is that right? MG Yes C I'd like to ask you a question W hen Monsieur Huchet cam e here, he introduced a number of changes into the running of the hotel W hat did you think of them ? MG The same as everyone else! W e didn't like it at all He wanted everyone to move around and everyone else's job —called it flexibility The accounts staff were taught how to make beds, the reservations staff went to the kitchen, the waiters and waitresses were on reception and l was sent to the kitchen to make salads and wash dishes I did a three-year apprenticeship as a carpenter and now I'm washing dishes! All this job rotation is a load of rubbish, if it doesn't stop, I'm leaving and my wife too, 'cos she works here as well W e should go back to what it was like before; everyone knew where they were and what to C = Consultant, MR = Mercedes Rodes C Your name's M ercedes Rodes, is that right? MR Yes, I' m Spanish, i work as a receptionist C Right, O K So you get on with the other m em bers of staff, M ercedes? Is there a go od working atmosphere? MR W ell, I'm the only permanent receptionist There are six part-time em ployees who are usually tem ps from an agency or student trainees on work experience Most of them just don't have the knowledge and experience to cope with any kind of problem or crisis Since they are hardly paid anything and don't ge any training or benefits, they aren't always very motivated N obody tells them how the system works so they can't co pe with the com puters I feel like I'm responsible for everything and everyone, and it's too much C O K, well, that's very interesting So you think that the hotel needs to invest more in training for reception tasks? MR And in better software! But training would b e a start That's great but my m ost recent our exam s at the en d of the university term but when w e got there, they told us there w as no record of the reservation and all the tab les w ere taken O K , that can happen and I w as disapp oin ted but not particularly angry or anything - there are plenty of other restaurants Anyway, I asked to se e the m anager b ecau se he w as the one w ho'd taken the booking and normally you'd exp ect a m anager to im m ediately say 'How can I help you?' or som ething like that But this m anager he just took one look at me and said, 'I'm far too busy to talk to you' Incredible! I asked him how can you m anage a restaurant and not be available w hen there's a problem or a com plaint He just shrugged his shoulders and walked away I've never m et anyone so unfriendly, impolite and incom petent Yes, I hate it when p eo p le are incom petent and can't their job s I stayed in a hotel recently and the brochure said there w as W i-Fi access in every room, and when I tried to connect to the internet, I couldn't There didn't seem to be any network at all W hen I told reception about the problem, they just sent me som e facilities person who obviously had no idea what they were doing and couldn't help I found out later that in fact the hotel's central network router had caught fire, or at least that's what another guest told me I'm not going back there again an mie wmch actually turned into a positive one Last year, I was in the U SA and flying from D enver to Chicago I was really tired after a long trip and I just wanted to get on the plane and go to sleep, but on my way to the airport I received a text m essage that the flight was 30 minutes late By the tim e I'd checked in and gone through security, the delay had already reached an hour I went to the departure lounge to wait and every 15 minutes, my phone would buzz with another alert telling me the flight was delayed even longer It turned out there was a mechanical problem with the plane in Chicago So instead of taking off from Denver at three, w e ended up leaving at eight But the good part is that, a week later, I received an email apology from the airline together with a 5,000-mile frequentflyer mileage credit It's the kind of gesture of goodwill that keeps me flying with this AUDIO SCRIPT airline It show s they care and m akes m e However, don't forget that it is important U feel as if my custom is im portant to them to use the information you obtain in this I couldn't find their number on the website, the only thing they've got is one o f th o se way and act upon it If you don't, staff will 0800 n u m b ers quickly feel dem otivated and stop giving r ii i you feed b ack O n e of the m ost obvious but u nd erused w ays to find out w hat your custom ers' - 0800 810 901 9 J C = Ja ck Carter, D F = D i e t m a r F e ic h t in g e r J C Ja ck Carter, Lilburne Manor, h o w can ex p erien ce w as like when they use your service is to b e a mystery cu stom er yourself, and se e things through your custom ers' eyes A ct as one of a group of custom ers with sp ecial n eed s, such as a T A = T v e l a g e n t, C = C u sto m e r T A Hello, Aphrodite Travel, Constantin speaking How may I help you? C I'd like to sp eak to Mrs Castellan os, complaint a b o u t a re ce n t visit I m a d e to person in a w heelchair or so m eo n e w hose please Lilburne M a n o r last Saturday first language is not English and se e how you are treated It can b e an interesting T A T h e re can b e a great difference b etw een T A what w e think p eo p le want and what p eo p le really want, for exam p le w hen hotel custom ers are asked what they want for their breakfast, and then the waiting and catering staff are asked what they think number, p le a se ? Officer, please Maria Tardelli Yes W ho shall I say is calling? It's Lars V andenbosch from Belltours O C G ettin g custom ers to fill in a questionnaire is one of the most w ell-established feed b ack techniques This can be by post, email or telep hone Hire phone survey experts to call your custom ers but make sure they are polite and unaggressive Saada I'm calling from a landline at the airport I ch ecked out this morning and think I left my cell phone in room 218 I was w ondering if anyone has found it R O h right, well, I'll look into it straightaway and se e if the room has been cleaned C Thank you I'll call back in ten minutes b ecau se many p eop le react negatively to unsolicited phone calls You could also design attractive postcards with a few questions for your custom ers to answer Keep these short and easy to com plete The information should be stored in a Focus groups - small groups of custom ers who give intensive feedback about specific topics are one of the best ways I know to find out how we are performing Form a focus group with som e of your regular customers You can obtain good qualitative data and, at the sam e time, make custom ers feel part of the organization I also think it's important to always give custom ers who participate in a focus group som e kind of reward R = R e c e p t io n is t , C = C u s t o m e r R I'm sorry, she's in a meeting at the m o m e n t W o u ld y o u like to lea ve a m essage? Yes, p lease Can you tell her that Mrs Castell phoned about the meeting in Zurich at the end of the week I need to change the time of the appointment R O K I'll pass on your m essage and m ake sure she gets back to you as soon as the meeting's finished Does she have your C num ber? Yes, but I can give it to you just in case C It's 00 33 60 63 61 40 R O K, I've got that Du can alw ays catch m e on my cell p h o n e 07735 497 820 i e o ffic e n u m b er is 0207 - that's th e c o d e >r central Lo n d o n - 987 4647 is d ire c t line is 3211 8880 Your front-line staff are the most knowledgeable, as well as the least expensive, of your sources of customer feedback Front-line staff should be encouraged to build strong relationships with customers so that the customers feel free to share how they really feel about the service M anagers should then ask front line staff to pass on important information on how to improve customer care I'm putting you through C Thank you C = C u s t o m e r , R = R e c e p t io n is t C G o o d morning My nam e is David particularly im p resse d b y th e King's Fine C an you give me the reference ro o m with th e beautiful furniture an d th e paintings b y H olbein and everything, and s o I took a friend last w e e k e n d w ho w anted to s e e them for him self and w hen we got speaking How can I help you? C I'd like to speak to the Chief O perations with the service p rovided is to ask them directly That's what a waiter d o es when he asks, D id y o u e n jo y y o u r m e a l? C reate a feed b ack area on your website, where custom ers can answer questions when it's convenient for them If the questionnaire is long, rem em ber to allow p eop le to save their data and com e back to it later unsatisfactory? D F Well, the last tim e I visited I was O = O p e to r, C = C u sto m e r O Hello, Custom er Enquiries Martin often different The easiest way to find out w hether or not a custom er w as satisfied y o u tell me what exactly you fo u n d the custom er wants, the answers are very database and statistics produced to give quantitative information on how well you're performing J C Oh dear, I'm sorry to h ea r that C o u ld C o u ld you tell me who's speaking, p le a se ? C My name's Robert Taylor I'm calling about a booking I m ade recently exp erien ce I help you? D F H ello, ah y es, I'd like to make a I g iv e yo u the nu m b er where I'm staying M o sc o w - that's 00 to dial abroad, for issia a n d 095 fo r M o sc o w - I think you ave o u t th e zero if you 're dialling from - an d then 987 8871 I can g iv e you B elinda Leo n's cell p h o n e num ber - she's the rep in Valencia - it's 00 34 660 524 633 th ere, w e d isco v e re d everything had been rem o v ed ! J C O h y e s , I'm terribly sorry about that! In fact, most o f the co n ten ts o f this room have been lent to a museum for a special exhibition, s o unfortunately D F Well, it's disgraceful to ch an ge the exhibits like that - your bro ch u re still has the p h o to s o f the room as it shou ld b e and w e weren't inform ed w hen we bought the tickets Yes, I fully understand your disa pp oin tm en t and I d o ap olo gize for the inconvenience Um, I was wondering - did JC you fill in a com m ent card? D F N o, th ere w ere n o n e left at reception J C O h dear Well, I'll d o o n e now for you Would you m ind giving me your name and address? D F O K , it's D ietm ar Feichtinger J C Right, er, co u ld you sp ell that for m e? D F D-l-E-T-M-A-R, that's the first name an d th e surnam e, Feichtinger; F-E-l-C-H-Tl-N-G-E-R J C A n d where d o you live, Mr Feichtinger? D F It's G rü n er W eg 6, F rie d b erg in Germ any J C A n d the p o s tc o d e ? D F It's 61169 J C O K, I've g o t that A n d d o you have an em ail a d d ress w here w e can contact you ? D F Yes, it's low er ca se d_feichtinger(Gito n lin e.d e That's d u nderscore feichtinger at t hyphen online d o t d e J C O K, M r Feichtinger, thank you for taking the tim e and o n ce again plea se a ccep t our a p o lo g ies and if you com e back in S ep tem b er, you'll find everything back to normal I'll se n d you two com plim entary tickets for your next visit DF O h, thank you very much J C A n d what d id you say was the date o f your visit? D F 26 Ju n e , last Saturday J C Right, thank you again for your call I II pass on your com m ents and we hope to see you soon D F Yes, g o o d b y e JC G oodbye AUDIO SCRIPT U nit 10 10.1 S p e a k e r It w as early in my career and we w ere going to a w eekend training sem inar and you had to share rooms with a co m p lete stranger - you know, senior m anagers think this is a good bonding thing - and I shared a room with som eone who snored like an e le p h a n t Normally I w ear earplugs at night but this time I had forgotten to pack them I rem em ber going into the bathroom and crying b ecau se I w as so tired, and in the morning I was like crazy b e ca u se I'd only slept for about 15 m inutes At breakfast, I bum ped into so m eo n e and spilt coffee all over the p lace My b lou se was ruined and I just w anted to leave there and then, so I went up to my b oss and said 'I want another room or I'm going hom e' W ell, all the other room s had b een taken and the only p lace left w as the presidential suite b ecau se the p erson who had b oo ked it had can celled the reservation at the last minute So the next night, at least, I was able to slee p in c o m fo rt and silence S p e a k e r S = S p e a k e r f S1 = S p e a k e r S W ell, last year I left the hotel in San Francisco, where I'd w orked for 13 years, and cam e to the corporate office in M em phis to b eco m e brand m anager I'd b een'at the corporate office for m aybe three months and there was an annual conference w here all the general m anagers get together I was talking to all my new co lleag ues about the co nference - I had never spoken at one before I'd attended them but I'd never had to make a sp eech and I was quite nervous about it So they thought they'd play a practical joke on me They said that at the awards banquet, the them e is Country and W estern there'll be a Country and W estern band and everyone's going to dress up W hen, actually, the truth of the matter was that it was a black tie event Luckily, I'd packed a pair of jeans in my suitcase but I went out and bought myself a cowboy hat, som e cowboy boots and a fringe jacket to com plete the costume And I rem em ber com ing down, I was alone in the elevator and it op en ed up to the foyer in front of the ballroom and there was a sea of black cocktail dresses and tuxedos and I just froze People were looking at me and I just kept pushing the button, pushing the button of the elevator until, at last, the doors closed and I went back up So you m issed the banquet? Well, no, luckily one of the colleagues who'd been responsible for the practical joke had ordered me a black tuxedo my size and a tie, and so I was able to go back down and join in the festivities 10.2 P B = P e te r B a x te r, M C = M rs C h e n P B Excuse me, Mrs C h e n ? M C Yeah P B l don't think we've m et before I'm Peter Baxter from the Los A n g eles office M C Ah yes, Peter Baxter How you ? Hello, let me introduce myself I'm W erner Krug from G raz in Austria? W here you com e from? L L = L u c a s L e e , T M = T im M a s o n L L Excuse me, are you Tim Mason by any chance? TM Yes, that's right L L W e haven't been introduced My name's Lucas Lee I work for AsiaTravel in Singapore H M H = H w a n g M i H e e , P M = P h illip e M o re a u H M H You must be Phillipe Moreau P M That's right H M H C an I introduce you to Brent McIntosh, our Marketing Director in Sydney? 10.3 A It's been a long day, hasn't it? B Yeah, I'll b e glad when it's over C So, that was an interesting talk, wasn't it? D Yes, looks like we have a few challenges ahead E It's a splendid programme, don't you think? F Yes, and I'm looking forward to the talk on cost-cutting G Just excuse me for a moment, there's something I have to attend to H O K, I'll wait here till you get back I Well, it's getting late I'd better get going J O K, it was good to see you again Take care K Look Richard, I'm afraid I have to go I have a busy day tomorrow L No problem See you tomorrow, first thing