a strategic approach to innovate and manage service superiority

Managing tourism and hospitality services

Managing tourism and hospitality services

... Blaise Waguespack, Jr 83 v vi Contents PART III – SERVICE DESIGN AND IMPROVEMENT Service System: A Strategic Approach to Innovate and Manage Service Superiority Jay Kandampully and Ria Kandampully ... amuse and distract Gianna Moscardo And, to Barbara Eric Laws MANAGING TOURISM AND HOSPITALITY SERVICES Theory and International Applications Edited by BRUCE PRIDEAUX GIANNA MOSCARDO ERIC LAWS CABI ... examples and draw together a range of theoretical and methodological approaches to customer satisfaction research and management This theme of customer satisfaction is taken up in many of the...

Ngày tải lên: 08/05/2014, 11:35

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English for Tourism and Hospitality 1

English for Tourism and Hospitality 1

... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary reservation book cost single certainly per night arrive just leave available require sure Language Point ... _ The Chant Practise saying this chant out loud Would you like two nights or would you like three? Certainly Certainly Just a minute please Answers: 1) Good morning, Plaza Hotel Leo speaking 2) ... _speaking Jumbled sentences - Asking someone to wait on the phone Rewrite the sentences with the words in the correct order After you have checked your answers, read each sentence out loud please...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 2

English for Tourism and Hospitality 2

... the same card Ms White? Mr Webber, could you _ that please? Doctor Webber, did you say _ 7? Are you paying by _Professor Webber? Language practice - Asking for Clarification ... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary credit card both double expiry repeat welcome Vocabulary practice Write the correct word from the box above ... Clarification Read the following short dialogues out loud A: 8869 6719 9908 6683 B: Could you repeat that please? A: 8869 6719 9908 6683 A: 0003 0078 2278 3308 B: Would you mind saying that again please?...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 3

English for Tourism and Hospitality 3

... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary reservation moment quiet facing lovely rear together I don’t mind lobby view not really like Grammar Write ... Madam I’ll see what I can Answers: 1) at 2) on 3) in 4) at 5) in 6) on 1) Would you like someone to help you with your suitcases? 2) Is there anything else I can do? 3) Do you need any help? to ... else I anything can? _ help need any you do? _ The Chant Practise saying this chant out loud Can I help? Can I help? Can I help...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 4

English for Tourism and Hospitality 4

... tea? Yes, there’s a kettle And there are cups Is that OK? OK! Answers: 1) There’s (some) tea and coffee in the cupboard 2) There are ten guests in the lobby 3) There’s a car park at the rear ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary anything else iron alarm clock I’ll see to it right away tea-making facilities kettle Writing ... just waiting for someone Excuse me I need to book a taxi f Both of the buses will be here in 10 minutes The Chant Practise saying this chant out loud Is there a kettle? And are there cups? Are...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 5

English for Tourism and Hospitality 5

... Is there a bank nearby? Yes Do you have tea-making facilities in each room? Yes Have you got any rooms available on the 3rd floor? Yes Can I have the bill please? Yes ... Garden Cabaret The Chant Practise saying this chant out loud I recommend I recommend A restaurant close to here And may I suggest, May I suggest You try a local beer? Example answers: 1) Yes it will ... suggest restaurant cabaret menu local imported Language Practice - Positive short answers Write possible answers in the spaces provided Then check your answers Will lunch be served at p.m.? Yes...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 6

English for Tourism and Hospitality 6

... The Steamed Vegetables are enough for The Beef in Black Bean Sauce is a b c d e two people to share quite filling with our guests rather hot has mushrooms, tofu and garlic Language Practice – ... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary appetisers chillies ginger ready boiled crispy order sauce coconut dishes popular sounds chicken garlic quite ... quite hot steamed Language Practice – Describing dishes Match the start of the sentence with the correct ending Practise saying them with your friends The Crispy Fish is very popular The Garlic Chicken...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 7

English for Tourism and Hospitality 7

... vocabulary Look up the meaning and pronunciation of these words in your dictionary alright everything mix up slight another inconvenience no worries sorry apologise mistake problem busy Vocabulary ... mixes guest the always up _ The Chant Practise saying this chant out loud Is there a problem? A problem with your pies? I apologise, apologise, I a- pol-o-gise! ... looking at the notes on the previous page, rewrite the sentences with the words in the correct order After you have checked your answers, read each sentence out loud been seems with to have there a...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 8

English for Tourism and Hospitality 8

... vocabulary Look up the meaning and pronunciation of these words in your dictionary bill dessert menu change extra tip delicious glad towels Vocabulary Choose a correct word from the box above to ... please see the _menu? The extra $2 was for the Thank you The Crispy Chicken was _ Could we have the _ now please? Language Practice – Would you like…? Without looking at ... you I’d like a cup of tea! Suggested answers: 1) dessert 2) towels 3) delicious 4) bill 1) Would you like to see a menu? 2) Would you like to order now? 3) Would you like steamed vegetables or rice...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 9

English for Tourism and Hospitality 9

... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary cab left outside shopping centre cross major pleasure taxi find mall set traffic lights Language Practice ... looking at the previous page, match the following directions with the correct diagram After you have checked your answers, read them out loud Then practice giving directions with a friend straight ahead ... ahead a down b c right d cross the street e between f left Newsagent g Shoe Shop Bank Cinema The Chant Practise saying this chant out loud Where to? Where to? Don’t worry, I know the way Nice to...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 10

English for Tourism and Hospitality 10

... vocabulary Look up the meaning and pronunciation of these words in your dictionary change here little stay driver keep long quick entrance know main worry Language Practice - Small talk Create ... does it take to get there by train? The Chant Practise saying this chant out loud Where to? Where to? Don’t worry, I know the way Nice to meet you Nice to meet you Hope you enjoy your stay! Suggested ... the box at the top of this page to complete the sentences Not all of the words will be used How long would you like to _? The _to the museum is in Main Street Thank you You can keep...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 11

English for Tourism and Hospitality 11

... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary cotton handmade price silk dollar mirror pure (to) suit expensive nice shawl try Language Practice – It ... (it’s) or They are (they’re) Read the following key words and write a question and a response Use “It’s” or “They’re” in your answers Example: how / shawl / $55.50 How much is the shawl? It’s $55.50 ... cotton Those sunglasses _ you better They’re the right colour The Chant Practise saying this chant out loud Have you got Have you got Have you got one in blue? Here you are Here you are That...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 12

English for Tourism and Hospitality 12

... there, next to the _ Language Practice - Patience phrases Write the missing letters to complete the following patience phrases Then practice saying them 2A: I need to phone my friend to check ... box above to complete each of the sentences When you have checked your answers, say the dialogues with a friend A: That’s $150 How will you be paying for that? B: _, thank you A: Of course ... vocabulary Look up the meaning and pronunciation of these words in your dictionary better cashier feel nice sign box credit (card) lovely receipt try Vocabulary Choose a word from the box above...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 13

English for Tourism and Hospitality 13

... today 2) If you like, we can arrange it today or We can arrange it today, if you like 1) c Friday 7th June 2) a Monday 10th June 3)c Saturday 15th June 4 )a Monday 17th June I saw Leo the day ... chant out loud Excuse me Excuse me For just a minute please I’m available Available Available at three Suggested Answers: 1) She can see you today, if you like or If you like, she can see you today ... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary available excellent luck today bets group pleasure tomorrow business guide private tour Language Practice...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 14

English for Tourism and Hospitality 14

... restaurant Bar staff g manages staff and tasks to be completed A travel agent h cleans the kitchen, washes the dishes and assists the chef i get drinks for guests A waiter A receptionist A room attendant ... a tour and provides them with information c provides advice about holidays and takes bookings d cooks meals for guests A manager e cleans and maintains rooms A tour guide f serves people in a ... vocabulary Look up the meaning and pronunciation of these words in your dictionary allow explain spare assure follow tourism brochures management uniform different qualification wear Vocabulary...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 15

English for Tourism and Hospitality 15

... The tour is on The tour is on at nine Suggested Answers: 1) The tour is on at three this afternoon 2) The festival opens tonight and goes for two days 3) The parade starts at p.m on Friday 1) ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary animals dolphin only sunny anywhere harbour parade sunset colourful interest reasonable watch cruise ... opens days and goes two tonight festival for the _ Friday the p.m on parade at starts _ Language Practice - Promotional adjectives...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 16

English for Tourism and Hospitality 16

... traditional Language Practice Without looking at the previous page, insert a phrase from the box below to complete the itinerary after breakfast and then go to depending on how you feel finally ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary arrangements depend itinerary quay bring dinner kiosk sandwiches camera ferry parade temples chilly ... your camera Suggested Answers: 1) After breakfast 2) Then we’ll have lunch 3) a) After that, we can visit b) depending on how you feel 4) At six we have b) and then go to 5) We should leave for...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 17

English for Tourism and Hospitality 17

... Chant Practise saying this chant out loud That’s where That’s where That’s where the gardens are Be careful of Be careful of Be careful of the car Suggested Answers: 1).President 2) comfortable ... vocabulary Look up the meaning and pronunciation of these words in your dictionary botanic comfortable inside night rope car full market outside step clear gardens monks president view colonial ... moon recommend watch Vocabulary Choose a word from the box above to complete each of the sentences When you have checked your answers, say them out loud Over there on the left, that’s where the...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 18

English for Tourism and Hospitality 18

... seeds walnuts Language Practice – Asking for repetition and addressing a mistake Read the following key words and write a sentence to practice asking for repetition and addressing a mistake Example: ... vocabulary Look up the meaning and pronunciation of these words in your dictionary beautiful dolphin repeat sesame cake egg yolks save slowly careful hat say traditional delicious misunderstood ... next to the boat? Tonight we are going out for a _ dinner The Chant Practise saying this chant out loud I’m sorry I’m sorry I misunderstood Try this Try this Traditional food Suggested Answers:...

Ngày tải lên: 05/11/2012, 09:52

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English for Tourism and Hospitality 19

English for Tourism and Hospitality 19

... didn’t have a coat, so he gave her Are these ? I found them outside your room I gave them my brochure and they gave me _ Reading – An Australian legend Choose a word from the box to ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary brave fun longevity represent butterfly gate meet separated crab lantern nothing symbol emperor ... to complete the story below aboriginal convict legend australia escaped people bush in police The Chant Practise saying this chant out loud If we get If we get If we get separated, We will meet...

Ngày tải lên: 05/11/2012, 09:52

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