TỔNG LIÊN ĐOÀN LAO ĐỘNG VIỆT NAM TRƯỜNG ĐẠI HỌC TÔN ĐỨC THẮNG PHÒNG THCN & DN ENGLISH FOR TOURISM Compiled by: ThS Internal publishing - HCMC, June 2010- ĐỖ THỊ HOA QUYÊN Content Unit 1: Destination and tourist attractions 1-10 Unit 2: Tour planning 11 - 17 Unit 3: Tour operation - execution 18 - 25 Unit 4: Local tour 26 - 30 Unit 5: Other local tour 31 - 36 Unit 6: Outbound- The custom regulations 37 - 40 Unit 7: Car hire 41 - 47 Unit 8: Alternative holidays and adventure holidays 48 - 51 Unit 9: Business traveller, conferences 52 - 57 Unit 10: Health and Safety 58 – 62 Tapescripts References UNIT DESTINATION AND TOURIST ATTRACTIONS A- WARM UP I- Do you know these famous attractions? Match these pictures with the words below a-bridge b-rock c-tower d-hill e-grotto f-waterfall g-imperial mausoleum h-citadel i-gongs festival j-national park k-theme park l-terraced field 10 11 12 II – Match the picture with the places in Vietnam below There is more one choice a- Nam Cat Tien b- Dalat c- Daklak d- Hoi An e- HoChiMinh City i- Sapa f- Hue j- Phu Quoc g- Ha Long B- PRONUNCIATION The schwa /ә/ and /i/: unstressed vowel sound 1- Listen to the poem Circle the words which rhyme Mr Porter loves his pasta No one else can eat it faster Mr Porter’s sister Rita, Buys the pasta by the metre Mr Porter’s older daughter Boils it all in tubs of water 2- In each sentence or phrase there are two vowels which are not /ә/ Listen and circle them a- from Canada to China b- The parrot was asleep c- The cinema was open d- The photographer’s assistant e- A question and an answer f- A woman and her husband g- A pasta salad h- Nha trang The / ðә ( before consonant) shut the door / ∫٨t ðә d‫/כ‬ ði ( before vowels) wait for the end /weit fә ði end and /ænd/ әn( sometime n after t,d,s,z, ∫) come and see/ k٨m әn si:/ fish and chips /fi∫ n t∫ips/ but /b٨t/ bәt : it’s good but expensive /it’s gud bәt iks pensiv/ That /ðæt/ has weak form/ðәt/ when used in a relative clause At /æt/ in final position What’s he shooting at? /әt/ I’ll see you at lunch For /f ‫ /:כ‬in final position What’s that for? /fә/ before consonant /fәr/ before vowel Strong form in final position “ to “ of, can, from,to,as, shall” (Extracted from exercise 7- English pronunciation in use, English phonetic and phonology-Peter Roach) 3- Underline the schwa in these words Listen and check Advice cousin machine recognize problem Similar tonight adventure (Extracted from unit 6- Know how 2) C- LISTENING I- When we look at the movement of tourists (tourist flow), there are three types of tourism Match them with their definitions domestic tourism a- people leaving their country to take holidays inbound tourism outbound tourism b- people taking holidays in their own country c- people entering the country from abroad to take holidays II- Where does tourist go? 1-Listen to the numbers Which one you hear? a- 19,000/90,000 b 18 million/80 million c- 13.5/30.5 d- 15/50 2- Listen and complete the table Position Country Number of tourists 1st 2nd 3rd 4th 5th 6th 7th 8th 9th 10th (Extracted from listening task, unit 2, tourism 1- Keith Harding-) 3- Fill in the missing information on this departure board Destination Flight No Gate No Edinburgh Super Shuttle Boarding BA 838 Checking in Dublin Flight information Athens 4- Listen to people suggesting places to visit What is the famous about each place? Check the answer 1- City park: a) Cultural events b) botanical garden 2- Art museum a) French paintings b) Japanese art 3- Zoo a) snake house b) elephants and lions 4- City hall a) Mayor’s room b) art collection (Extracted from national certification- Listening skill- level B- Le Huy Lam) D-VOCABULARY Fill out the table below as example: Harbor Campsite castle damp countryside nightlife music festival concert metro waterfall art gallery temperate Chilly heritage pagoda coastline inn Climate Natural feature Built attractions Events Food, drink, Accommodation entertainment transpor t Rainy Cathedral Carnival Restaurant Train Beach Hotel READING The Balearic Islands Floating between Spain and the North African coast, the Balearic Islands offer the perfect location for a fantastic holiday There are four main islands for you to choose from, each with their own special atmosphere The gorgeous climate boast more than 300 days a year of guaranteed sunshine, making the islands the ideal setting for a beach holiday The long hot summer stretches form May to October, with temperatures around 27oC – just right for relaxing and getting a tan The islands offer a number of attractions for tourists Sun-seekers will love the fabulous beaches Fun-seekers will enjoy the exciting nightlife – the clubs and discos of Ibiza provide plenty of entertainment for young people But there’s more to these islands than sun and fun You can also enjoy wonderful architecture (The Gothic cathedral at Palma is well worth visiting), hilltop villages, olive groves, great food, and hidden beaches You can take a relaxing fishing or sailing trip, or go to one of the many festivals If you go in June, don’t miss the spectacular Fiesta of San Juan at Ciutadella on Minorca Whatever you want from a holiday, the Balearics will help you find it Focus on the verbs and fill out the table below: Climate Geography location Natural feature Reading 2: Main attractions Others Pre-reading: Is tourism always beneficial to the people of the host country? What drawbacks might there be for a country which is heavily dependent on tourism? How might tourism affect traditional ways of life? Skim and scan: Tick those the author mentions in the reading a-  Property prices have gone up b-  Native burial grounds have been dug up c-  Traditional ceremonies have been commercially exploited d-  Hawaiians no longer speak their own language e-  Hawaiians have had to move from their lands in order to make way for tourist facilities f-  Street crime is on the increase g-  The fishing industry has suffered as a result of tour-boating Aloha! Welcome to paradise Tourism has meant an invasion of all that is sacred to our people Our culture has been turned into a “hula marketing” campaign We are romanticized, to appeal to the fantasies of world travellers Popular images show smiling, flower adorned girls and hula dancers, exotic moonlit feasts with natives serving hand and foot This kind of marketing and promotion perpetuates racist and sexist stereotypes that are culturally inappropriate and demeaning It sells an artificial cultural image with complete disregard for the truth Meanwhile the ground is literally cut away from beneath us Last year, on the southern shores of Kauai at a development site called Keonaloa, a well-known ancient Hawaiian burial ground was excavated to make way for a condominium resort project Community opposition saved one acre to relocate all the graves excavated from a total of 22 acres of burial grounds incorporated into the planned resort and will be used as a marketing feature of the development Native Hawaiians will continue to be angered at such disregard for sacred sites and the bones of our ancestors, whose spirits will be further desecrated by the inquisitive stares of flocks of tourists On Maui Island, at a place called Honokahua, a developer’s excavations unearthed over 1,100 intact burial bundles, wile local community groups protested in anger It took mass demonstrations before the developer stopped Elsewhere we have not been so lucky, losing a Supreme Court ruling to prevent drilling on religious sites Hawaiian families and communities who have lived for generations in a particular valley or along a river are still forced out by a proposed golf course or hotel Recently this happened to families in Hanna and Maui, as well as to farming communities in Maunawili and Waianae on Oahu Displaced Hawaiians commonly find their way to remote beaches only to be evicted later Crowded beaches and commercial tourboating threaten shoreline fishing through noise or chemical pollution Tourism is cutting the ties between native Hawaiians and our land, culture, tradition and lifestyle As it gets more difficult to continue out traditional ways of life Hawaii becomes more and more dependent on an already uncertain and overdeveloped tourist industry (The new internationalist July 1993) Comprehension 1- Write the number of the paragraph which contains the following information a- A tourist resort has been built on a sacred Hawaiian burial ground b- Tourism has forced Hawaiians to abandon their traditional ways of life c- The host culture is presented to tourists in ways which degrade the country and its people 2- What is “hula marketing” why is the author critical of it? 3- In what ways have the religious beliefs of native Hawaiians been disregarded by tourist development? How have some Hawaiians demonstrated the way they feel about this disregard for their culture? 4- Select the collocations (multi-word expressions) in the text which are used instead of the descriptions on the following page Description Collocation A law passed by the Supreme Court A Supreme Court ruling People representing different local communities A project to build a resort composed of condominium Collections of human remains which are untouched Girls who are covered with flowers An unreal representation of a particular culture Boats used to take paying passengers on sight seeing trips Traditional local meals which are held at night in the open air (EXTRACTED FROM TOURISM – NEIL MCBURNEY) VOCABULARY I- Architect feature Match the pictures of architectural features with the glossary of terms Glossary Joist timber or steel supporting for the Bracket right-angle support projecting ceiling or the building from the wall , holding a shelf Portal a large impressive door or Cupola a roof having a rounded form , entrance hemispherical form or near so, lantern Arch curved structure with straight sides, Dome round roof on a building often supporting a bridge or the roof of a Minaret tall, thin tower, usually large building forming part of a mosque Column tall, solid vertical post made of Obelisk a tall pointed stone column with stone supporting or decorating a building four sides, put up in memory of a person or standing alone or an even Rotunda round building; especially, Tower tall, narrow building, or part of a one that is round both on the outside and bulding,either square or round inside Vaulted ceiling decorated roof made Faỗade the front wall of a large building from a series of arches joined together that you see from the outside Lattice ceiling strip crossing each other Spire tall, pointed tower on the top of a with square and diamond-shaped spaces church left between, forming network 9 10 11 12 13 14 II- Add one of these words to the word group listed below Construct granite statue long show 15 alongside 1- high,wide,thick ……………………… 2- underneath, in front of, ……………… 3- depict, represent, ………………… 4- build, erect, ………………………… 5- marble,stone, ……………………… 6- carving, sculpture, ………………… III- Match the descriptions of things you find at attractions in A with the words in B A B The art of moving a lifelike figure or person by electronic means a Period costume A written board that gives directions and distances b Animatronics Repeating the actions of a past event c Audio-tour Activity in which you take the part of someone else d Activity sheet Exhibition of models of people (not moving) e Re-enactment Piece of paper to write down answer to questions as you visit an f Role-play attraction Clothes from the past g Signpost Recorded description of an attraction h Waxworks IV- Underline the correct adjectives to fill in the blanks 1- The _ pyramids at Teotihuacán are an important tourist attraction (ancient/traditional) 2- The western greeting is a handshake (traditional/old) 3- There are many fine restaurants serving food (delicious/ beautiful) 4- It’s a _ city full of nightclubs and bars.( peaceful/lively) 5- On weekends the beaches are always very (crowded/famous) 6- One of the most temples in Kyoto is the Golden Pavilion.( famous/main) V- Match the adjective with the words on the right quiet, peaceful,wonderful  service double, air-conditioned, comfortable dance club excellent, delicious,hot  beach lively, modern, crowded  room 10 temprature ok? Good we will be stopping for lunch in a very nice hilltop restaurant, and after a visit to the castle in the afternoon, we should arrive at tonight’s hotel around 6pm I’ll be telling you a little bit about the countryside and some of the places we pass, but for te moment, just sit back and relax Onece we’re under way, I’ll be passing through the coach, so if you have any questions about the day, please ask me C If you look to your left in a moment, you’ll see the top of Ben Nevis, which is the highest mountain in the British Isles, at a height of 1,344 metres It’s cold at the top ! now , one of the ladies was asking me about the Scottish kilt, so I’ll tell you something about this traditional dress, which is of courses still worn by many men today D Hi, this is Sara again There’s another problem The firs driver’s over his hours, so we’re going to have to tak a two hour break until the relief driver can get here Ist that ok? It’s a nice place with some good shops , so I don’t’ think the passengers mind I’m assuming it’ll be alright to get them each a complimentary drink If that’s a problem, call me back on the mobile Thanks E Ok, thank yo for listening I hope you’ve enjoyed the first part of the tour We’re going to take a break here You’ll find a café and toilets in the bulding over to the left of the coach Please be back on the coach in thirty mintes’ time – that’s at, er, eleven o’clock Did you all get that? eleven o’clock The coach departs at 11.05 precisely in order to meet our train connection There’ll be a lot of coaches parked here, somake sure you know which one is ours- we’re displayig th number 64, ok? Now, pleas be careful as you get off, the steps are rather steep, and the roadt outside is a bit slippery Thank you Unit Outbound – the custom regulation 1- Visa requirement This is the american Embassy visa information line This service includes information on various types of Visa and related matters A visa is not required for British citizens for most holdiays and business visits of ninety days or less In total citizens of twenty –five countries are able to travel to the US without a visa You must be a citizen of one of the following countries: the United Kingdom, Andorra, Argentian, Australia, Austria, Belgium, Brunei, Demark,Finland France, Germany, Iceland, Ireland, Italy, Japan, Liechtenstein, Luxembourg, Monaco, the Netherlands, New Zealand, Norway, San Marino, Spain, Sweden, and Switzerland 79 In addition to being a citizen of a qualifying visa free travel country , you cannot stay in the US for longer than ninety days, you cannot perform productive work, and you are not allowed to accept paid or unpaid employment while in the US If you are entereing by air or sea, u must hold a return ticket or onward ticket, and you must enter on board an air or sea carrier that has agreed to participate in the programme Please check with your airlie to make sure they participate in the programme If you onward ticket terminates in Canada, Mexico, Bermuda, or one of the Caribbean Island, you must be a resident of that country of destination You must carry an unexpired passport valid for more than ninety days If you are entereing the US overland from Canada or Mxico you don’t need to hae a visa However, you need to complete a visa waiver application form at the border crossing Once you enter the US you may make sidetrips to Canada, Mexico, and the Caribbean Islands and return without needing a visa If you are not a citizen of one of the countries named, or you plan to be in the US for longer than ninety days, you need a visa A B1/B2 visitors’ visa is the appropriate visa for holiday and business visits You cannot perform productive work or accept paid or unpaid employment while in the US If you require a visa for travel to the US the embassy strongly recommends that you obtain a visa before purchasing your ticket you may apply for a visa through the post Unfortunately, because of the high demand, an appointment to apply in person at the embassy may not be available for several weeks In addition, those who have been refused visas twice in the past six months are not eligible for further consideration Please note that applications by post tak three weeks To apply by post, please send a completed visa application form, your passport , a receipt showing payment of the visa application fee, a passport-sized colour photo, and a stamped self-addressed envelop to the following address: Visa Branch, US Embassy, Upper Grosvenor Street, London W1A JB 2- AT CHECK-IN DESK Dialogue C: check-in clerk, p: passenger C: good morning P: good morning Is this check-in for BA113 to Paris? C: it is Can I see your ticket? P: sure , here you are C: thank you can you put your suitcases onteh baggage scales? P: ok C: three cases Hmm They’re a bit heavy You’ll have to pay an excess baggage charge, I’m afraid 80 P: oh, dear What’s the limit then? C: 30 kg on this flight And you have nearly 40 kilos P: how much I have to pay then? Or can I tak this one on as hand baggage? C: I suppose so- if you put our other bag inside it P: ok, yes, it fits, It that under 30 kg now? C: yes, just about P: good, that’s saved some money! thank you very much indeed C: now, would you like an aisle seat or window seat ? Dialogue C: unfortunately, I can’t put you all together P: what! C: I can two in row and tow in row 11 P: oh, no, can’t you anything else? It’s an hour flight to Orlando We don’t’ want to be separated for that length of time C: well , I don’t think there’s any other possibility I’m afraid As I said, I haven’t got four seats together P: that’s isn’t good enough Isn’t there something else yu can do? C:Lee me see What’s about two in row 14 – and aisle seat and middle seat- and two ailse seats in 13 and 15 at least , you’d be able to talk to each other P: ok, I suppose that’ll if you’ve nothing better, but I would have thought that as we got here tow hours before the flight we’d have been able to sit in the same row Dialugue C: would you like a window seat or an ailse seat? P: could I have an aisle seat, please? C: of course, seat 15C P: good, because I want to keep my guitar with me C: oh I’m sorry you won’t be able to put anything in the aisle P: really? yes, offcourse, I didn’t really think But what I with this guitar case? C: I’ll have to check it in with your suitcase P: but I don’t’ really want it to ge damaged in the hold – it’s very valuable to me personally C: I’m sure it’ll be safe P: hm, I don’t know C: well, what you could is check it in with one of the ground staff just before you board the plane They’ll put it in a special place in thehold reserved for fragile items P: ok, I guess that’s all right C: Right, I’ll just put this tag on 81 P: thank you C: and here’s your boarding pass 3- international etiquette Ok everyone On a round the world cruise you’re obviously gong to visit a lot fo different countries and experience a lot of different culturs, and I just wanted to say a few words about what we call interenational etiquette- being aware of the appropriate way to behave socially, in public We’ll give you specific advice when you’re going on particular shore excursions, but I thought a few gernerl words of advice now wouldn’t go amiss Really, it’s all about respect I’m sure a lot of you already know about visitng churches, mosque, and other religious buildings Its important to wear appropriate clothes and cover up bare skin Men should always wear shirts Hosrt are not a good idea for women – women should in general avoid showing bare shoulders, arm or legs and in mosques and temples you’ll need to cover your head too In fat, when we’re in Egypt, the Middle East,and Asia you’ll also need to take off your shoes before you enter any religious building – outdoor shoes are seen as carrying all the impurities of the world I wonder if any of you know about some other customs For example, when we get tot the Far East, from Singapore on wards, you should be particularly careful about your posture The soles of your feet, for example, are considered to be the dirtiest part of yur body, and you should never point your foot at someone –so crossing your legs in public is not a good idea when we’re in Singapore and Thailand Also, avoid pointing, certainly at people, but also at objects In Japan, and other Far Eastern countries, blowing your nose in public is alsonot really acceptable When it comes to greeting people in different counries there are a lot of differences You’ll findEgyptian and Middle Eastern men kissing each other The spanish and many other sourthern Europeans aso kiss each other on the cheeks- though not normally the men In Japan, they’ll bow – and the extent of the bow depends on the respect due to that person But for you, probably the safest way to greet someone, certainly outside Asia is just a firm shakehand Although you must make sure it’s your right hand; in a lot of counties, particularly African and Middle Eastern countries, the left hand is regarded as unclean, so you shouldn’t give things to people, pass food, and so on, with your left hand Food and eating habits is probably the most interesting area of international etiquette, but you’ll be eating in international restaurants most of the time - although I hope you can handle chopsticks! You probably won’t get invited to anyone’s home on this trip but if you ever do, make sure you check out the way to behave first There’s lots of 82 potential for unintentionally causing offence For example, in Singapore you should always say not to a second helping of food, and it’s polite to leave some food on your plate at the end, whereas in somewhere like Russia tht would probably offend your host Well, perhaps that’s enough on international etiquette for the moment You’ll find a lot more information in your welcome packs, and I’d like to suggest you have a good look at the section on tipping and bargainig in particular Now I’ll hand over to Julia who’sl going to tell you about the entertainment programme on board Unit Car hire 1- CAR HIRE T: TOURIST, A: AGENT T: I’m thinking of hiring a car Can you tell me about your rental terms? A: certainly Hre is our brochure These are the weekly rates They include unlimited mileage, insurance, and government tax of 20% T: hmm What’s the difference between Collision Damage Waiver insurance and ordinary insurance? A: well, the ordinary insurance does not cover you completely if you have an accident You still have to pay the first 25,000 drachmas The CDW insurance means you don’t pay anything if you have an accident - even if it’s your fault T: hmm I must say,I’m a little worried I haven’t driven on the right since I was in France about five years ago and then I had an accident A: I see T oh, it wasn’t my fault A: you have a full clean licence ? T: yes A: ok, I’m afraid we don’t have anything in Group A and B at the moment We’ve been very busy for the last month or so I can give you a Nissan Cherry T: I suppose that will A: right How longdo you want to keep it> T: two week, please, until 16 May, and I think I’ll take out CDW insurance, too A: ok, could I see your passport and licence, please…Thank you now, will you be the only driver? 2- care hire dialogue E: employee, c: customer E: good afternoon, sir Can I help you? 83 C: yes, hello We pre-booked a car and we’ve come to prick it up E: certainly What’s your name? C: Jacobson E: ok, was it an online booking?> C: yes, we booked it fromt the UK E: right Here we are you booked the four door economy manual with air conditioning? C: that’s right E: we’ve got a special offer at the moment Would you like to upgrade to the compact four-door for just an extra ten rand a day? C: no,thanks There’s just the three of us I think we’ll be ok in the economy E: ok, I just need to check a few things You’re going to drop off here in ten days’s time Is that correct? C: correct On the 21st of August E: can you confirm your age? C: I’m 26 E: and you’ve decided to stay with the four door economy manual with air conditioning? C: yes, E: I notice you’ve only booked the collision damage waiver and the third-party liability Do you want to take out any additional insurance cover? C: I did think aobut he windscreen cover but I decided against it E: ok, you want to book any extras? C: I thought we’d booked the baby seat? E: it’snot here, but that’s no problem, sir We can easily add it how old is the little one? C: she’s two E: right, I ‘ll add that to the invoice Is there anything else you require? C: no, that’s everything , thank you E: ok, could you just sign here? C: here? Ok E: how will you be paying the balance? C: by credit card Here you are E: thank you Right, Mr Jacobson, here’s the key This is my colleague, Evan He’ll bring the car around for you and show you the basics And we’ll see you in ten days’ time Have a great trip C: thank you 84 3- problem on tour G: guide, p: Mrs Parsons G: ok ladies and gentlemen I’m very sorry about this, but as you can see we have a bit of a problem Let me explain the situation Unfortuanately the coach has broken down and we’re going to have to wait for a relief coach Now, pleas keep calm There’s nothing to worry about as the company assure me the relief coach will be here in less than an hour I know it’s very hot on the coach So this is what we’re gong to do: we’re going to leave the coach and go up the ank to rest in the sade of the trees up on your left But we have to be very careful as we’re on a busy motorway Um, the driver will lead you up the bank I hope that’s clear? So starting from the front oh, yes, and leave your bags on the coach, just take your valuables and any water if you have any… oh, dear, what’s the matter? P: I’m not sure I can climb up that bank I ‘ve got a bad leg G: ok, please don’t worry Mrs Parson, Just sit here for a while We’ll let the others off first P: but I really don’t think I can get up there G: I know, I understand.um, I’ll tell you what we’ll when everyone else is off you can stay on the coach and sit at the front- with the door open, you’ll be cool Would you prefer that? P: ph, yes dear, that would be lovely G: ok, now just wait here and try to relax Here are some tissues I get some water for you P: thank you so much Unit 1- rural tourism 1- I love my job because I can work here inmy village We used to come and play around this church when I was a little girl, but I never thought that I would one day be the guide I studied in Heraklion and got my diploma in tourism And then the town council decided they needed a guide because the church is important, even though it is small So now I’m living and working in the village I was born in I love that 2- rural tourism is a good opportunity for this part of Thailand Visitors to Uhphang can see the way of life of the local hill people These people – the Karen hill tribekeep elephants as a means of transportation and theylive very close to nature And there are other activities for rural tourism like trekking, rafting, and nature-watching All these activities helop to make this a potential area for ecotourism 3- rural tourism has given new life to an old industry here in Tamil Nadu In the past in this part of India, people make many thingsfrom the banana tree 85 A lot of tour traditional foods are made from banana And we make baskets from fibre that we make from the banana tree leaves My mother and grandmother made basket and now iam learniing to it too 2- holiday advertisment 1- R: representative; c : custormer R: hello, can I help you? C: yes, I saw our advertisement in the world wildlife magazine and I’m interested in getting some more information R: right, that was our safari holiday, wasn’t it? C: er, yes, the rhino one R: ok, what would you like to know? I’ll send you a brochrue of course, but I can give you some information now as well C: thanks Where exactly doest the tour go? R: it’s in the nort-east of India, mainy in the eastern Himalayas – which as you can imagine provides some particularly spectacular scenery But the tour also visits Delhi, agra, and Calculta C: what about accommodation, - the ad mentions first class hotels Are the faciliteiis really that good? R: well, you’ve got toe remember that this region has only recently been open to tourism, so if you’re looking for an endless succession of 5star hotels then you’re going to be disappointed But all the hotels we use are clean and comfortable, and you’ll find that any small lack of amenities is more than made up for by the beauty of the surroundings C: oh, I’m sure I’m not after luxury R: well, infact a lot of the places we stay at are quite luxirious – the Wild Grass Lodge in the middle of the Kaziranga National Park, for example wehre we stay for three nights for the main rhino and elephant safari, is very charming C: sounds good now the advert said it’s an 18 day tour Is that the only tour you offer? R: that’s our only ‘in search of rhino’ tour but we many other tours to different parts of India, and we can also arrange independent tours and help you with different itineraries which could include many of the places ont eh rhino tour You’ll see it all in the brochure- just get back to us if you want to arrange something a bit different C: great Just a couple more questions if you don’t mind R: sure, thatls what we’re here for C: I know we hope to seerhino and elephants What other things will we see? R: well, with luck , you’ll see wild buffalo, deer, monkeys and gibbon, and possibly a tiger or two There’s alos some beautiful exotic plants – orchids in particular And of 86 course there are man-made places – The Taj Mahal, temple, Budhist monasteries, and so on But I think the thing that impresses most of our clients is the amazing beauty of Hymalayas – there’s nothing like it C: what happens about meal? R: for most of the tour we include room and breakfast only, so that you get a chance t o uselocal restaurants- they’re very cheap in any case- but in some more remote places, such as the Kaziranga National Park we include full board You’ll see the details in the brochure and price list C: good, well, thanks you’ve been very helpful Could you send me that brochure? R: certainly What’s your name C: it’s 2R: hello, Peter speaking Can I help you? C: yes, I saw your ad in the paper and I wanted to find out a little bit more R: certainly I can send you a copy of our latest brochure C: that would be great Can I just ask a few things first , though? R: of course C: on the Antarctica trip, whereabouts we go? Presumably we don’t actualy get toe the South Pole? R: no, you don’t you start in Buenos Aires and thn you fly south across patagonia to Tierra delFuego where you set sail for the Antarctic peninsula You stay mainly onteh coastal areas, where most of the interesting wildlife is C: and accommodation is on the ship most of the time? R: yes, you’re in hotels for the first two nights and then again for the last night, but the rest of the time you’re on board the expedition ship C: what are facilites like there? R: Very good comfortable fully furnished cabin, all with waiter service- most meals are included , by the way There’s al ibrary and laboratory a, a heated plunge pool and a sauna C: I see Sounds great I wasn’t quite sure how long the trip was? R: we’ve got two different itineraries – 14 days or 16 days The 16 day includes two extra days on the Antarctic peninsula C: so, what can I expect to see on the trip? Apart from snow and ice that is! R: you’ll certainly see a lot of that and it’s beautiful, especially some of the glaiers Mainly it’ll be penguin and seal colonies, but you’ll also see whales, and of course you may even catch a glimpse of the rarest Antarctic species of the all – the human being! We visit a research station and an abandoned whaling station 87 C: well, thanks Can I give you my name and address for the brochure? Unit 9Business travel The needs of the busines traveller I: interviewer; c: Carlo I: what od business travellers look for most in a travel company? C: mainly it’s speed and efficiency, nof fuss, not tot have to worry about the arrangement, They want to be able to say we want this and we it ordinary tourists, maybe they want to spend time talking about the different possibilities- it’s part of the fund for them, but not business travellers They want to be able to bok alst minute, and 24 hours a day and to make changes at the last minute and thingsk like express check in and use of a business and lounge at airport They also want the personal touc We allocate an account manager to each of our clents and they have all the client history at their finger tips things like preferences on window or aisle seats, type of hotel room, meal options We like to know our clients I: ys, that must be important C: yes, nad it means we can arragne everything for them- flights , transfer, hotel, car hire , meeting rooms I: so it’s a kind of package C: not really a pakage, more of a menu – this is what we can offer – which services you want us to arrange for you I: as far as hotel requirements go, what business travellers tend to look for? C: assuming the basics of comfort, cleanliness, fast internet access, and so on, the numver one is location - centre of town, near to the airport, bothof thoseif possible I: business travel has an image of luxury high costs, high expense accoutns, and so on Is that true? C: certainly not Businesses these days are looking for value for money of course, compared to regular tourists, they still tend to use higher quality accommodation and upgraded travel, particularly when entertaining important client For us it’s a bit of balancing act providing excellent quality and servie, but not charging too much But we find ways to go the extra mile I: go the extra mile? What you mean by that? C: giving a little bit extra that will make them appreciate us and justify why they should use us rather than book direct over the internet For example, I’ve already mentioned the personal touch, ut we also offer support servicves such as infor packs on the place they’re going to- simple fact sheets,with practicalities of time difference, 88 climate, transport services, visa and health requirements and so on Also we produce a mini culture guide covering basics of socail etiquette and doing business with different cultures It’s proved very popular I: that’s very interesting thanks for talking to us , Carlos C: you’re welcome 2- the needs of the business traveller I: interviewer, m: Mark I: Mark, your company specializes in corporate travel What exactly does that mean? M : well, we aim to look after all the needs of the business traveller That includes booking flights, and hotels, and planning and arranging itineraries, advising on location, sorting out conference venue, providing VIP services, arrangnig visas and insurance, and so on I: quite a range M: yes, what we’re doing really is offereing a complete package for the business traveller so that he or she can concentrate on the business while wel look after the travel I: you find that the needs of the business travelers are different from the ordinary tourist M: yes, quite different To start with, we don’t usually deal directly with the person who’s going to be using our services – it’s more likely to be as secretary or an assistant who makes the arrangements Also, for the ordinary tourists the arrangements for the flights, the hotel, the resort, or whatever are all part of the fun, and they want to spend time choosing them But for the business traveller, they’re just a means to an end First and foremost what the business traveller want is speed and efficiency One of the most common request is a reservation at short notice, and we pride ourselves on being able to provide this I: you have any special ways of doing this? M: well, we keep detailed records of a clients’ history, all their preferences and particular needs, so we know which airline they prefer to fly with , which class they want to fly and so on With corporate travel the secret is knowing your customer and being able to provide the full range of services of their needs We take over the whole contract for a company’s business travel arrangements In return we can offer attractions like discounts and extended credit I: what exactly is extended credit? M: it means we can set up an account and give the client a longer period to pay, sometimes as much as ten weeks The ordinary tourist usually has to settle up weeks before departure 89 I: I see And in general, what things are most important for business travellers? M: it’s difficult to generalize, but it’s probably flight times- they want to have a choice of times That and a a speedy transfer throught the airport so,if we can ensure express check-in and check-out it’s a bonus Things like good food and free champagene aren’t as important as some advertisers want you to think I: what about upgreads? M: yes, they’re quite important Automatic upgrades, which some airlines offer, are especially important fo the frequent travelller We always make sure we know which airlines have special promotion on because you often get good deals which can save the client money I: could you tell me something about wath the business traveller looks for in the hotel accommodation that you arrang? M: number one is location – not far from the airport and not far from the city centre, ow whereever they ‘re doing business That’s asuming , of course, that the hotel has everything that we would regard as essential, sucha s ensuite facilites, and access to fax, and modem I: what about things like meeting rooms and business suies? M: yes, well they can be important, depending on the purpose of the trip But I would say that comfort is prbably more important You often find that particular clients are very loyal tocertain hotel chanis partly because they can often get better deals through priority clube, - you know thngs like discounts, and express check-in and check-outalso because they like to know what to expect, a sort of home from home So once again it pays to keep our client history records up todate I: right, thanks, Mark Good luck with the business M: thanks Unit 10- health and safety I’d like to say a few words on the hotel’s health and safety regulation Now, this is a serious subject, so please listen carefully Firstly, fire The hotel has reuglar fire drills so please find out where the assembly points are for your area We test the alarms regularly and you must keep the fire exits clear at all times so please check them carefully Secondly, accidents We must keep the hotel clean and tidy at all times, as guest could trip on torn carpets or slip on dirty floors If you see an accident, find a first aider immediately We have several members of staff who are trained first aiders and their name are at reception Please read the list carefully Thirdly, the kitchen area Many cleaning products are poinonous so these must be marked clearly and kept away from food when lifted heavy objects, bend you knees 90 and don’t strain your back And finally, when using the food slicer all staff must put the guard in place Now are there any questions? Yes REFERENCES [1] TOURISM – Robin Walker and Keith Harding (2006) – OXFORD University Press [2] ENGLISH FOR THE HOTEL AND TOURIST INDUSTRY, (translated by ) Nguyen Thanh Chuong (, Social Science Publishing , 2003 [3] GOING INTERNATIONAL, English for Tourism – Keith Harding (2001) - OXFORD University Press [4] WELCOME! English for the travel and tourism industry – Leo Jones (2003) – NXB Treû [5] FIRST CLASS English for Tourism – Trish Stott & Roger Holt (1991) - OXFORD University Press [6] HIGHT SEASON English for the Hotel and Tourist Industry – Michael Duckworth (2006) - OXFORD University Press [7] HIGHLY RECOMMENDED English for the Hotel and Tourist Industry - Trish Stott and Rod Revell (2004) - OXFORD University Press [8] TOURISM AND CATERING – Neil Wood (2003) -OXFORD University Press [9] FOR NATIONAL CERTIFICATION OF LISTENING SKILL, LEVEL B, - Le Huy Lam , HoChiMinh City publishing ,2009 [10] SAIGON, A GUIDE BOOK- Vietnamerican trading companyTuoiTre Publishing 2002 [11] THE GUIDE – Vietnam economic times- Land,Sea,Nature, People- April 2009, The Army printing house No.2 HCMC with CTP Technology 91 [12]VIETNAM DISCOVERY – Ministry of Culture, sports,and tourismIssue 85 ,March 2009 [13]INTERNATIONAL HOTEL ENGLISH – Leila Keane(1990)-Prentice Hall [14]TOURISM – Neil McBurney (1996) - Prentice Hall [15] ENGLISH PRONUNCIATION IN USE , Mark Hancock- The Youth publishing 2004 [16] ELEMENTS OF PRONUNCIATION- Colin Mortimer – Cambridge university press- 1985 [17] AT YOUR SERVICE, - Trish Stott- oxford university press [18] INTERNET WEBSITE - page http://en.wikipedia.org/wiki/Nha_Trang, ) - website http://www.vietnamimpression.com/attraction-detail.asp - http://www.clicktovietnam.com/Vietnam_tour/Sapa-Trails-Discovery-Vietnam.asp - http://en.wikipedia.org/wiki/Chinese_architecture 92 93 ... more one choice a- Nam Cat Tien b- Dalat c- Daklak d- Hoi An e- HoChiMinh City i- Sapa f- Hue j- Phu Quoc g- Ha Long B- PRONUNCIATION The schwa /ә/ and /i/: unstressed vowel sound 1- Listen to the... 1-1 0 Unit 2: Tour planning 11 - 17 Unit 3: Tour operation - execution 18 - 25 Unit 4: Local tour 26 - 30 Unit 5: Other local tour 31 - 36 Unit 6: Outbound- The... below a-bridge b-rock c-tower d-hill e-grotto f-waterfall g-imperial mausoleum h-citadel i-gongs festival j-national park k-theme park l-terraced field 10 11 12 II – Match the picture with the places