lessons from the swiss hotel industry

... standardized approach to the research The case study, therefore, addresses the themes taken from the literature in order to test their saliency The case study research site Melbourne, the capital city ... British members asking them to rate the tour operators and countries they had patronized in the year to September 1996 The key criterion was ‘whether they would definitely recommend them to a friend ... as the implication is that customers will take their future business elsewhere They are also likely to discuss their negative experiences with many other people, thereby further undermining the...

Ngày tải lên: 08/05/2014, 11:35

... Hotel speaking How ? _ Hotel, _ evening _speaking Jumbled sentences - Asking someone to wait on the phone Rewrite the sentences with the words in the correct ... available require sure Language Point Complete the following sentences Use the models on the previous page to introduce yourself on the phone After you have checked your answers, read each sentence out ... 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 Complete the following...

Ngày tải lên: 05/11/2012, 09:52

... 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 in each of the ... your answers, say them out loud _ to the Plaza Hotel Ms White Could you please tell me the _ date on your credit card Ms White? Would you like rooms on the same card Ms White? ... Are you paying by _Professor Webber? Language practice - Asking for Clarification Read the following short dialogues out loud A: 8869 6719 9908 6683 B: Could you repeat that please? A:...

Ngày tải lên: 05/11/2012, 09:52

... Your room is located the front of the hotel The swimming pool is the sixth floor There’s some meat the fridge You will find the car park _ the rear of the hotel I can put you rooms ... six-eleven and six-twelve The lifts are down the corridor and your right Jumbled sentences - Offering help Rewrite the sentences with the words in the correct order there is else I anything ... 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 in, on or at in the...

Ngày tải lên: 05/11/2012, 09:52

... 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 of the hotel 1) b 2) d 3) e 4) f 5) a 6) ... 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 there cups for tea? Yes, there’s a kettle And there are ... nouns and prepositions Use them to write sentences using there is or there are When you have checked your answers, say them out loud Example: swimming pool / on / level There’s a swimming pool on...

Ngày tải lên: 05/11/2012, 09:52

... on the 3rd floor? Yes Can I have the bill please? Yes Vocabulary Without referring to the notes on the previous page, choose the correct word from the box below to complete the ... restaurants, you try the Golden Lotus I can _ the Golden Lotus It is _ for its seafood If you to listen to music while you eat, I _ the Pearl Garden Cabaret The Chant Practise ... - Positive short answers Write possible answers in the spaces provided Then check your answers Will lunch be served at p.m.? Yes Is there a bank nearby? Yes Do you have tea-making...

Ngày tải lên: 05/11/2012, 09:52

... 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 is The Stir Fry The Steamed Vegetables ... sentences Below are some key words Write sentences then say them out loud Example: Garlic / Chicken / good The Garlic Chicken is quite good rather / busy / at / moment ... film / interesting _ The Chant Practise saying this chant out loud Is the fish? Is the fish? Is the fish very hot? Yes, it is Yes, it is Yes, it’s very, very...

Ngày tải lên: 05/11/2012, 09:52

... 1) There seems to have been a mix up with the order 2) I sometimes mix their phone numbers up 3) There was a slight mix up at the airport 4) The guest always was airport mix a the slight there ... The kitchen is very at the moment Jumbled sentences Without looking at the notes on the previous page, rewrite the sentences with the words in the correct order After you have checked ... sentences using the words from the box above After you have checked your answers, read each sentence out loud Is _ alright? I apologise for the I’m sorry about the The kitchen...

Ngày tải lên: 05/11/2012, 09:52

... 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 the previous ... 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 complete the ... please? Language Practice – Would you like…? Without looking at the previous page, write questions from the following key words like / see / menu? _ would / order / now? ...

Ngày tải lên: 05/11/2012, 09:52

... Directions Without 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 ... 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 meet you ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary cab left outside shopping centre cross major pleasure...

Ngày tải lên: 05/11/2012, 09:52

... Vocabulary Choose the correct word from 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 ... 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 questions from the ... Street Thank you You can keep the _ How 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...

Ngày tải lên: 05/11/2012, 09:52

... How much is the watch? It’s $80 2) How much are the sunglasses? They’re $60 3) How much are the bathers? They’re $130 1) nice 2) handmade 3) try 4) suit The shoes are very comfortable They are ... _ shawl Is it pure silk? You can _ them on, if you like They’re one hundred per cent cotton Those sunglasses _ you better They’re the right colour The Chant Practise saying this chant out ... _ how / bathers / $130 _ Vocabulary Choose a word from the box above to complete each of the sentences When you have checked your answers, say them out loud...

Ngày tải lên: 05/11/2012, 09:52

... Where is the _? B: She’s over there, next to the _ Language Practice - Patience phrases Write the missing letters to complete the following patience phrases Then practice saying them 2A: ... 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 to ... try Vocabulary Choose a word from the 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...

Ngày tải lên: 05/11/2012, 09:52

... pleasure tomorrow business guide private tour Language Practice – If you like Rewrite the sentences with the words in the correct order After you have checked your answers, read each sentence out loud ... _ Vocabulary - time Choose the correct answers below Example: I booked the tickets for you last month (It’s March) a) April b) May c) February√ The guide showed some guests around last ... a) Monday 17th June The tickets for the festival will go on sale in a few days (Today is Wednesday 12th June) a) Monday 10th June b) Thursday 13th June c) Saturday 15th June The guide will meet...

Ngày tải lên: 05/11/2012, 09:52

... cleans the kitchen, washes the dishes and assists the chef i get drinks for guests A waiter A receptionist A room attendant Grammar - Question tags Complete the following question tags Use the models ... looking at the previous page, match the job with the correct description A chef A kitchen hand a greets guests, helps with enquiries and takes bookings b takes guests on a tour and provides them with ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary allow explain spare assure follow tourism brochures...

Ngày tải lên: 05/11/2012, 09:52

... afternoon 2) The festival opens tonight and goes for two days 3) The parade starts at p.m on Friday 1) The museum has some exciting exhibits 2) The parade is always colourful 3) The tour of the city ... _ The Chant Practise saying this chant out loud What did you have? What did you have? What did you have in mind? The tour is on The tour is on The tour is on at nine Suggested Answers: 1) The ... tense to talk about the future Rewrite the sentences with the words in the correct order After you have checked your answers, read each sentence out loud three afternoon is the at tour this on...

Ngày tải lên: 05/11/2012, 09:52

... 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 then we’ll have lunch after ... can visit the at six we have don’t forget to bring your it’s a good idea to we should leave for the festival 1. _, we’ll take the tour of the city _in the gardens ... this chant out loud Then we can go Then we can go Then we can go to the harbour Don’t forget Don’t forget Don’t forget your camera Suggested Answers: 1) After breakfast 2) Then we’ll have lunch...

Ngày tải lên: 05/11/2012, 09:52

... of the mountains from here The river looks lovely at _ when there’s a full _ The _ quarter is over there, on the left Language Practice – Jumbled sentences Without looking at the ... 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 _ lives Are ... 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 look river left you can on the see if you the...

Ngày tải lên: 05/11/2012, 09:52

... Vocabulary Choose a word from the box in above to complete each of the sentences When you have checked your answers, say them out loud Is that a swimming next to the boat? Tonight we are ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary beautiful dolphin repeat sesame cake egg yolks save ... misunderstood 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...

Ngày tải lên: 05/11/2012, 09:52

... pronouns Use the possessive pronouns in the box below to finish the sentences The possessive adjectives (my, your, his, her, our and their) in the sentences will help you to choose the correct ... 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 complete the story below ... ours his theirs mine yours These keys are _ Please give them to her I found this wallet on the table Does it belong to you? Yes, it’s _ Do you know where our bus is? is over there...

Ngày tải lên: 05/11/2012, 09:52