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Kiaran OMalley

Tourismat

WRITTEN

COMMUNICATION

IN TOURISM

PROFESSIONAL

KNOWLEDGE

AND

SKILLS

FACTFILES

ON TOURISM

Work

LiMlibro

misto

Casa editrice principato

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Kiaran OMalley

TourismatWork


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2

TOURISM AT WORK un corso di inglese destinato agli studentidegli istituti professionali e degli istituti tecnici a indirizzo turisticoe propone un percorso di apprendimento mirato a svilupparele abilit linguistiche dei futuri professionisti del turismo.

Il corso si compone di cinque sezioni di studio intercalateda cinque Tourism Factfiles mirati a fornire informazionisullItalia e sui diversi paesi di lingua inglese.

In apertura di sezionevengono anticipati gli obiettividi apprendimento e i contenutidel percorso.

Ogni sezione composta datre unit, ciascuna articolatain cinque parti:

Info-Files - introducele informazioni di baseattraverso testi accompagnatida esercizi di comprensione.

Vocabulary - unampia attivit sullessico affiancata da un ricco apparatoiconografico

Practice - presenta una seriedi documenti corredati di esercizi.

Speaking - propone dialoghi, ascolti,pair works e altre attivit orali.

Writing - attiva le competenze scrittemediante lettere, itinerari, dpliant, ecc.

33

36 SECTION1 PLANNING A TRIP

UNIT

CAREERSCAREERS

IN TOURISMIN TOURISM

A lot of work in tourismisseasonal and irregular. Therearetimesduring theyear whenvisitsto adestinationreach apeak,for exampleat seasideand skiresorts,and otherperiodswhennumbersare low(the off-season).Many

tourismjobs,therefore,are part-timeor casual,with workersonshort-termcontracts.Tourismis alsovulnerabletounpredictableevents:a naturaldisaster or asuddenchangeinthe weather,aterrorist attackor adownturnin theeconomy.Theycan allhave animmediatenegative effect onnumbersof visitorsand onemployment.

Thereare also other disadvantagesfor workersintourism.Manyjobs involveworkingunsocial hours:duringholidayperiods,i nthe eveningsandat weekends.Theworkingdaycan bevery long,especially duringbusyperiods.Sometimespeoplehave toworkon shiftsand maynot finishuntil lateat night.In addition,themajority of jobsarelow-skilledand low-paid.Thereare manymorejobs at averybasic levelthan inmanagement.

Onthe other hand,working in tourismhas itsattractions.Manyjobsare variedand interestinginvolvingcontact withdifferent peopleand travelto different places.Lowpay issometimescompensatedby other benefitssuchasfree foodand accommodationor freetravel.And, asin

other typesof work,therearealso prospectsfor promotion.

Wor kin gWor kingin the tourism industryin the tourism industry

INFO-FILES

Therangeof workopportunitiesintourismis enormous.Itisa vastindustrycoveringactivitiesinfieldsasvariedasinternationalairlines,hotels,restaurantsandnight clubs,nationalparksand visitorinformationcentres.Manyofthesebusinessesservenotonly touristsbutalsothe generalpublic.

Tourismisa labour-intensiveindustry: ittendstocreatea

largenumberof jobs.In Britain,forexample,it employsanestimated1.7million workers,about7%of theworkforce.Itcanplayavitalroleinthenationaleconomy,becauseoftheimpactithas onso manydifferentaspectsofeconomiclife,fromshoppingtotransportationtocatering.

TRACKTRACK

14141. Listen and read the information and answer the questions.

1. What examples are given of the variety of businesses involved in tourism?

2. Why is tourism called a labour-intensive industry?

3. Why are so many jobs in the tourist industry casual or part-time?

4. Why is employment particularl y uncertain in the tourist industry?

5. What are other negative aspects about working in tourism?

6. What are the positive aspects of employment in tourism?

STRUTTURA DELLA SEZIONE

Direzione editoriale lingue straniereAdriana Massari

RedazioneManuela Zaini

Coordinamento editorialePaola Bollani

Progetto grafico e impaginazioneMarinella Carzaniga

CopertinaEnrica Bologni

Ricerca iconograficaMariagrazia Ferri

DisegniMatteo Bacchin

Federica Orsi

CartineDomenico Di Leo

Studio Aguilar

Collaborazione al progetto editorialeAlessandra Brunetti

TOURISM AT WORK + EXTRAISBN 978-88-416-4568-0

TOURISM AT WORK + ON LINEISBN 978-88-416-4571-0

1. Read the itinerary and markthe route on the map. Thenanswer the following questions.

1. Where is the New Englandregion?

2. What are the two mainreasons for tourists to visitthis region?

3. What is the most importantcity in this region?

4. What is the highest mountainin the region?

22

writing

SECTION1 PLANNING A TRIP

Describing an itineraryDescribing an itinerary

2. Fill in the gaps in the table.

PLACE ACTIVITIES / ATTRACTIONS

1 . f am ou s s ig ht s f ro m t he Am er ic an Re vo lu ti on

2 . r ec re at ed 19 th ce nt ur y vi ll ag e

STOCKBRIDGE 3.

4. beautif ul wooden chur ches

WOODSTOCK 5.

6 . ca bl e c ar r id e i nt o t he m ou nt ai ns

7 . ar ch it ec tu ra l si gh tse ei ng t ou r

WHITEMOUNTAINS 8.

DAY ONE

Our tour begins in Boston with asightseeing tour of New Englandsbiggest city, the birthplace of theAmerican Revolution. Then headwest to Sturbridge, a recreatedvillage of the 1830s, where you canexplore the restored buildings andstreets. The finalstop today isStockbridgeandavisitto theNormanRockwellMuseum to admire thisAmerican paintersartwork.

DAY TWO

Today we drive through the scenicBerkshire Hills and stop atBennington, with its coveredbridges and beautifulwoodenchurches. Call at the Billings FarmMuseum, near Woodstock,depicting farm life in the 1890s,before arriving in the popular resortof Killington. From here you cantake a cable car up to the mountainpeaks, with viewsasfar as Canada.

DAY THREE

We travelnorth to Montpelier, thecapitalof Vermont state, and enjoya short sightseeing tour of thetowns fine architecture. Then weenter the fabulous White Mountainsof New Hampshire, an area famousfor its forests of birch, oak andmaple trees. In the autumn theleaves make a brilliant kaleidoscopeof yellows, browns, oranges andreds. We pass Mount Washington,the regions highest peak, beforearriving in the picturesque resort ofNorth Conway.

THEWHITEMOUNTAINS

BOSTON

AUTUMN IN NEW

ENGLANDThis three-day mini-tour is the perfect

introductionto the scenic beauty and historical heritage

of the magnificent New England region in thenorth-east of the USA.

Tourismat Work- Extra

www.principato.it,

risorseon linepage6

WhiteMountains

Berkshire

Hills

ATLANTICOC E AN

VERMONT

Boston

Old SturbrigdeVillage

Woodstock

Killington

Montpelier North Conway

Stockbridge

Bennington

NEWHAMPSHIRE

MASSACHUSETTS

BENNINGTON

3-daytour:visitbeautifulTuscan

sceneryandadmiremagnificentart

ANARTTOUROFTUSCANY

PLACES THINGSTOSEE/ DO

SIENA fascinating medieval

town

Piazza delCampo

(wonderfulcentral

square)

PalazzoPubblico

(gracefulGothic

townhall)

PISA splendid architecture

the Duomo

theunforgettable

Leaning Tower

FLORENCE oneof the worldsart

capitals

theDuomo

(dominatesthe city)

theUffizi(superb

collection of art)

PalazzoPitti

(home of the Medici

family)

time for shoppingandsightseeing

1. Read the definitions and complete the words.

1. part of the coast where the landforms a curve so that the sea issurrounded by land on three sides b _ _

2. a large hole in the side ofa mountain or cliff c _ _ _

3. a place where a river suddenly fallsd ow n ov er a cl if f o r r ock w _ _ _ _ _ _ _ _

4. a large area of rock or a mountainwith a very steep side, often at theedge of the sea c _ _ _ _

5. an area of low flat land thatis always very wet or coveredwith water s _ _ _ _

6. a large mass of ice which movess lowly down a mountain va lley g _ _ _ _ _ _

7. a deep narrow valley with verysteep sides g _ _ _ _

8. a small narrow river usuallyin the mountains s _ _ _ _ _

2. Answer the questions.

1. What important innovations did Thomas Cook introducefor travellers?

2. What were the main reasons for travelling in the MiddleAges?

3. What was the Grand Tour?4. What effects did the Industrial Revolution have on travel

and tourism?5. What does a package holiday usually consist of?6. What are the main advantages for the customer of using a

tour operator?7. What are the English names for:

a. Francia, Germania, Spagna, Giappone, Russia, Irl anda,Scozia?

b. the capital cities of these countries?c. the most famous cities in Italy?

8. Fill in the gaps usingthe where it is needed.a. Brazil is largest country in South

America.b. River Thames flows into English Channel.c. St Patricks Cathedral is on Fifth Avenue in

New York, near Central Park.

3. Give a short explanation or description.

The role of the tour operator. A typical package tour to Italy. The most important developments in tourism in the 20th

century.

UNITTEST

23

3. Use the following notes toprepare a similar itinerary forAn art tour of Tuscany.

a. Write a brief introduction.

b. Prepare a programme for athree-day tour and describethe activities for each day.

UNIT 1 THE TOURIST INDUSTRY

TRACKTRACK

1515

38

SECTION1PLANNINGATRIP

VOCABULARYTourismjobsTourismjobs

1.Matchthenamesofjobswiththe

photographsandthenlistenandcheckyouranswers.PPRONUNCIATIONRONUNCIATION::listen

againandrepeatthewords.

airtrafficcontrollerbaggagehandlerchambermaidcheck-inclerk

chefcoachdriverfitnesstrainermuseumattendant

pilotreceptionistsecurityguardshipstewardticketinspectorwaiter

12

5

1

4

11

10

2

7

8

3

13

6

9

107

ACCOMMODATION:

WHERETO

STAY

Someoftheskillsyouwill

practise...

SPEAKING

bookingaccommodation

checkinginandout

LISTENING

notingpeople'srequireme

ntsforaccommodation

listeningtocomplaints

READING

readingdescriptionsanda

dvertisementsofhotelsand

othertypesofaccommodati

on

studyingcataloguestofin

dsuitableaccommodation

WRITING

writingdescriptionsofhot

elsforadvertisementsandbr

ochures

writinglettersconcerning

reservationofaccommodatio

nandcomplaintsabout

accommodation

SECTION

33

Thismoduleis

concernedwiththe

differenttypesof

accommodation

availableforvisitors

oncetheyreach

theirdestination,

includinghotels,

bedandbreakfast,

youthhostels,

campingsitesand

self-catering

accommodation.


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3

La rubricaStudy Point

presenta notesulla grammaticae sulle funzionilinguistiche.

Il Test di fine unit permette lautoverifica deidiversi contenuti da parte dello studente.

In chiusura di sezione vengono proposti spunti peruna discussione, attivit di riepilogo sul lessico,progetti e suggerimenti per esplorarela rete a scopo professionale.


perspectives

1. Read the article and answerthe questions.

1. What trend is worrying fortravel agents in Britain?

2. How are people able to avoidusing travel agents?

3. What are the maincomplaints against the travelagents?

2. Are the following sentences true (T) or false (F)?

1. Fewer than 10% of British people now use travel agentsto book holidays.

2. All British travel agents must be members of the ABTA.

3. Hugh Green does not think that all travel agents willdisappear.

4. Airtours and Thomson are tour operators.

5. Many travel agencies and tour operators are part of the samebusiness.

6. The ABTA is confident about the future of British travel agents. FT

FT

FT

FT

FT

FT

Travelagents facea difficultfuture

Adaptedfrom

3. WWHATHAT DODO YOUYOU THINKTHINK?? Will travel agents survive in the future? Why are people using the Internet to organize their holidays? What advantages can travel agents offer? What must they do to attract the public back?

Travelagents facea difficultfutureOnlyonepersoninsevenintheUK now uses atravelagent tobookholidays,accordingto new research.A studycommissionedbytheconsultancyfirmKPMG underlines thegrowingtrendamongtravellers tobookdirectlythrougha tour operator orput together their own

packageof flights andaccommodation.KPMG spoketo 2,100peoplethroughout theUKandfound that thevastmajorityprefer tocut outthemiddle manbyphoningtour companies directlyorbookingonline . AccordingtoHugh Green, headoftourism at KPMG, people

donot believethat agentsgivegood valuefor money.IntheUK, thereareabout7,000agents belongingtotheAssociationof BritishTravel Agents anda further3,000outsideABTA. MrGreendoubts whether theycanall survive: Thetrendis clearlymoving awayfromagents, althoughthere arestill opportunities for thosewhofocus onhow theycanprovideknowledgeandservice.

A major problem is thefactthat thereis confusionoverthedifferent roles of thetravel agent andthe touroperator.

Manytravel agencies intheUK arenowpart of chainsownedby thelargetourcompanies.Theyconcentrateonselling theproducts of their parentcompanies - eventhoughsimilar holidays aresometimes availableatcheaper prices withothercompanies.

ThomsonHolidays aresoldthrougha sister company,theLunnPolychainoftravel agencies; theGoingPlaces travel agencychain ispart of the MyTravelorganisation, whichsellsAirtours holidays; ThomasCookis part of thegroupthat owns JMC travelagencies as well as sellingThomas Cookholidays.Theresult is that peopledonot trust travel agents tooffer thecheapestalternatives.Thereis alackof impartial advice, whichisvital tobuildtrust withconsumers,says HughGreen. Travel agentsshouldbe legallyobligedto

declaretheir links withtouroperators whentalking toholidaymakers.ABTA is sceptical aboutthis criticism andclaimsthat travel agents havealways surviveddifficultmarket conditions byimprovingtheir businesspractices. Thedeathof thetravel agent has been

proclaimedtooofteninthepast andhas provedto beprematureandexaggerated,saidanABTAspokeswoman.Mostpeoplestill requiretheservices of travel agents atsomestage.


Dosomeof thefollowingpracticalprojects, eitheronyourownor withanotherstudent,and thenreportbacktotheclass.

Collect brochuresfromdifferent tour operators.

Comparepricesand servicesofferedfor similar typesof

holiday.Whichcompanieswould yourecommend?For

what typeof holidaymaker?

Visit a localtravelagent andtryto arrangeashort

interview.Findout asmuch asyou canabout howthe

agencyoperates(for example,what servicesareoffered,

what kindof customersuse theagency,what problemsthe

agent hastoface,howtheroleof theagencyis

changing)

Carryout asurveyof studentsfromanother class.Find

out what kindof career theywould liketo followin the

fieldof travelandtourismandwhy.Whichjobsaremore

popular?

Find a holidaythat you would like to take next

summer.

Find out more about careersthat interest you.

Find a specific job that you would reallylike to do.

Use the Internet (www) to find out more information

about thingsthat interest you.These are some

suggestionsfor sitesthat you might like to visit.

TOUROPERATORSANDTRAVELAGENTSOFFERINGAWIDERANGE

OFHOLIDAYSANDSERVICES

Britishcompanies:thomascook.com;firstchoice.co.uk;

cosmosvacations.com;kuoni.co.uk;titantravel.co.uk

Italiancompanies:alpitour.it;cisalpina.it; cts.it;

touroperatoruvet.com

ASSOCIATIONSOF TOUROPERATORS ANDTRAVEL AGENTS

Britishtravel agents:abta.com

Independent tour operators:aito.co.uk

UnitedStatestouroperatorsassociation:ustoa.com

SITESPROVIDING INFORMATIONABOUTCAREERS INTRAVEL AND

TOURISMAND/ORLISTING JOBADVERTISEMENTS

jobsearch.co.uk;jobsite.co.uk;hiring.monster.com;

codworks.com

surfing the netthings to do

Keywords to remember

11. alloggio12. ambasciata13. assicurazione14. bagno di sole15. divertimento16. equipaggio17. esposizione18. luna park19. luogo di villeggiatura10. moneta

11. noleggiare12. opuscolo13. pellegrinaggio14. pubblicit15. ristorazione16. stazione termale17. tempo libero18. viaggio per mare19. visita turistica20. volo

TRACKTRACK

1717

Match the following English words to their Italian equivalents (1-20) and then listen to check.PPRONUNCIATIONRONUNCIATION:: listen again and repeat the words.

accommodation advertisement brochure cateringe crew currency embassy entertainment exhibition flight funfair hire holiday resort insurance leisure

pilgrimage sightseeing spa sunbathing voyage

141UNIT 9 ALTERNATIVES TO HOTELS

study Point

COMPLAINING:TOO, ENOUGH

Constructions with too and notenough are often used to make complaints.

WITH NOUNS WITH ADJECTIVES

excessive Theres too much noise. Its too cold.There are too manypeople. Its too expensive.

insufficient There isnt enough space. It isntwarmenough.There arent enough towels. It isntbig enough.

too much is used with a singular noun and too manywith a plural noun;enough goes before a noun but after an adjective.

APOLOGISING

The following expressions are commonly used to apologise and to deal with complaints.

Say sorry Im very / extremely / really / terribly sorry.I do apologize.

Give an explanation Theres obviously been a misunderstanding.We must have made a mistake.

Promise to take action Well (send somebody to f ix it) immediately.Ill make sure something is done about it.

Reassure the customer I can assure you it wont happen again.Dont worry.Well sort everything out.

6. Fill in the spaces using words / expressions from the first table above.

1. There were tourists in the group and there werent seats on the bus.2. This soup is hot to eat.3. Is the dining room large for a hundred guests?4. The car park hasnt got parking spaces.5. Ive put sugar in my coffee. Its sweet.6. The theme park is closing down because it doesnt get customers.7. Their prices arent low to attract young people.8. There arent waiters and so the service is slow.

7. Reconstruct the sentences to find some useful advice about dealing with complaints. Match thebeginning of each tip (1-9) with the correct ending (a-i).

TT IPSIPS - H- HOWOW TOTO DEALDEAL WITHWITH COMPLAINTSCOMPLAINTS

1. Listen carefully to a. and dont argue with the customer.2. Apologise in general terms for b. details of the complaint and the action taken.3. Reassure the customer c. from the customers point of view.4. Try to see the problem d. any inconvenience caused.5. Keep calm e. is actually done.6. Either find a solution to the problem f. that the problem is going to be put right.7. Agree on a solution g. or refer the matter to a supervisor.8. Make sure that what you promised to do h. the customer.9. Make sure that you record i. with the customer.

Prima edizione: gennaio 2010

Ristampe2014 2013 2012 2011 2010 *

V IV III II I

Printed in Italy

2010 - Propriet letteraria riservata. vietata la riproduzione, anche parziale, conqualsiasi mezzo effettuata, compresa la fotocopia, anche ad uso interno o didattico,non autorizzata.Le fotocopie per uso personale del lettore possono essere effettuate nei limiti del15% di ciascun volume dietro pagamento alla SIAE del compenso previsto dallart.68, commi 4 e 5, della legge 22 aprile 1941 n. 633.Le riproduzioni per finalit di carattere professionale, economico o commerciale, o co-munque per uso diverso da quello personale, possono essere effettuate a seguito dispecifica autorizzazione rilasciata da AIDRO, Corso di Porta Romana 108, 20122 Mi-lano, e-mail [email protected] e sito web www.aidro.org.

Casa EditriceG. Principato S.p.A.Via G.B. Fauch 1020154 Milanohttp://www.principato.ite-mail: [email protected]

Stampa: STIAV - Firenze

I Tourism Factfilespresentano in aperturauna cartinafisico-politica utile perle successive attivitdidattiche. Le pagineoffrono informazionigenerali sullarea geografica presentata,proposte di itinerari e attivit di comprensionee di approfondimento sia scritto che orale.

Il volume si chiude con un glossarioe gli audioscripts di tutte le attivit di ascolto.

On line (www.principato.it, risorse on line)sono inoltre disponibili numerose espansioni,materiali aggiuntivi e ulteriori proposte didattichesugli argomenti presentati nel corso.

195

AUSTRALASIA

Tourism FactfilesTourism Factfiles

AustraliaThe north lieswithinthetropicsandhasonlytwoseasons:adrywinterseasonfromMay toOctober anda

wet summer seasonfromNovembertoApril,whichoftenbringsheavyrainandviolent storms.Thereis tropicalrainforest alongthe northerncoast.ThemaintowninthenorthisDarwin,near KakaduNationalPark, wheretheattractionsarethe Aboriginalcavepaintingsandthe wildlife.A morefamousattractionis theGreat BarrierReef,runningfor 2,000kilometresalongthe north-east coast ofQueensland.Thishas becomea WorldHeritageSitebecause of itsunique

sizeand itsmany different plantsandfish.Thewarmclimate,sandybeaches,colourfulwildlife, tropicalislands,and idealconditions for watersportsmakethe reef regiona populartourist destinationand thecoastaltownof Cairnshas becomeanimportant centre.

The south-eastcontainsmost of thepopulation.Theclimate hereistemperatewithhot drysummers(December toFebruary)andmildwet winters(Juneto August).The capitalCanberraishereand alsothe twobiggest citiesSydneyand Melbourne,bothmajor tourist attractions.Sydneyis alively cityfamousfor itslandmarkconstructions,the OperaHouseand theHarbour Bridge,while sophisticatedMelbournehasa moreold-fashionedEuropeanfeeland arich culturallife. Thecity

of Brisbane,farther north,has arelaxedatmosphereandisalsoapopular destination.All alongthecoast thereareresort towns,extensivebeachesandbeautifulscenery.TheGold Coast,southof

Brisbaneisparticularly wellknownInlandfromthecoastal plain,a chamountains,theGreatDividingRangerunsallthe wayup theeastcoast.Thesemountainsareattheir highesthesouth,whereskiing isa popularactivityinwintertime,especiallyin tSnowyMountainsaroundMountKosciusko,Australiashighestpeak.

Tothewest of theGreat DividingRangeliethevastinterior plains,calledthe Outback.Herethere is

somefarmingand enormoussheepstations,but muchof theland isbasicallydesert.The sceneryismemorable:redearth andunusualrockformationsas wellas bizarrewildlife,much of it uniquetoAustralia.This isthe landassociatewiththe AustralianAborigines.Onetheir sacredplaces,theunforgettab

Uluru(AyersRock), agiant massof rockthat changescolowiththe light,lies right inthe centreof thecontinent.AparfromAliceSprings,tothenorthof Uluru,therearenotow

inthe centre.Thenearest citiesare Adelaideon thesouthcoast andthe isolatedcityof Perthfar awayin thesouth-west.Perthis popular withvisitorsbecause of itssuperbsurfingbeaches,pleasant climateandrelaxedatmosphere

Melbourn

e

UluruNat

ionalPark

Australia, New ZealandAustralia, New Zealandand Asiaand Asia

TRACKTRACK

75751. Listen and read the information and match the names of places (1-8) with the correct

descriptions (a-h).

1. Alice Springs ____ a. a group of islands in the Pacific Ocean2. Bangkok ____ b. a large cosmopolitan city which is the capital of Thailand3. Christchurch ____ c. a large island off the south coast of India4. Darwin ____ d. a warm region of New Zealand with fantastic beaches5. Fiji ____ e. the highest mountain in Australia6. Kosciusko ____ f. the main town in the South Island of New Zealand7. Northland ____ g. the main town in the tropical north of Australia8. Sri Lanka ____ h. the only town in the centre of Australia

TOURISM FACTFILES196

Il corso si completa con TOURISM AT WORK -EXTRA, un quaderno dedicato alla comunicazionscritta specifica del settore (Folder A e B)e ai pi rilevanti aspetti dellarte e dellarchitettuoccidentali (Folder C).Questa offerta acquistabile insieme al corso;

on line si trova il percorso completo relativoallapprofondimento della comunicazione scritta


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UNIT1 The tourist industryINFO-FILES

How tourism developed 12The GrandTour 13

Thomas Cook, the first touroperator 13VOCABULARY

Geographical features 14SPEAKING

Tourist attractions 16

STUDY POINT

THE DEFINITE ARTICLE AND PLACE NAMES 17PRACTICE

Tour operators and package tours 18

VistaTours - Whats in thepackage? 20WRITING

Describing an itinerary 22

UNIT TEST 323

UNIT2 Travel arrangementsINFO-FILES

Preparing to travel 24VOCABULARY

Luggage, money and personalarticles 26SPEAKING

Using the telephone 28

STUDY POINT

TELEPHONE LANGUAGE 29

PRACTICE

Travel agencies 30

Tips for travellers to Australia 32

Travel insurance 33WRITING

Writing an e-mail 34

STUDY POINT

WRITING E-MAILS AND FAXES 35

UNIT TEST 335

UNIT3 Careers in tourismINFO-FILES

Working in the tourism industry 36VOCABULARY

Tourism jobs 38SPEAKING

Talking about work 40

STUDY POINT

EXPRESSING OBLIGATION AND

LACK OF OBLIGATION 41PRACTICE

Job vacancies 42

Job reports 43WRITING

Applying for a job 44

UNIT TEST 345

4

CONTENTS

PERSPECTIVES Travel agents face a difficult future 46 Whats wrong with package holidays? 47

KEYWORDS TO REMEMBER 48 THINGSTO DO 48 SURFING THE NET 48

SECTION 1 PLANNING A TRIP

UNIT4 Air travelINFO-FILES

Taking the plane 60VOCABULARY

Taking the plane 62PRACTICE

At the airport 64

Airline tickets 65SPEAKING

Booking a flight 66

STUDY POINT

MAKING REQUESTS AND

ASKING FOR PERMISSION 67WRITING

Enquiries and replies 68

UNIT TEST 369

UNIT5 Land travelINFO-FILES

Road and rail 70VOCABULARY

Travel by road and rail 72PRACTICE

Coach travel 74

Train travel 75

Travel tips for the USA and Britain 76SPEAKING

Renting a campervan 78

STUDY POINT

ADVISING AND MAKING

RECOMMENDATIONS 79WRITING

Describing a tour 80

UNIT TEST 381

UNIT6 Sea travelINFO-FILES

Ships and sea travel 82VOCABULARY

Ships and sea travel 84PRACTICE

Ferry services 86SPEAKING

Booking a car ferry 88

STUDY POINT

TIME PREPOSITIONS 89PRACTICE

The cruise ship Oceana 90

Whats included in your cruise 92WRITING

Describing a river cruise 94

UNIT TEST 395

SECTION 2 TRAVEL: HOW TO GET THERE

TourismThe se rvice industry 8What the tourist industry does 10

INTRODUCTION

PERSPECTIVES Runway controversy at Heathrow airport 96 Race to the Alps 97


TOURISM FACTFILES THE BRITISH ISLES

The Regions of the British Isles 100 The Celtic Fringe 104The best of England 102 Postcards from Scotland, Ireland and Wales 105Postcards from England 103 Statistics and sites 106

TOURISM FACTFILES ITALY

The Regions of Italy 50 Postcards from the South 55Highlights of Northern Italy 52 Statistics and sites 56Postcards from the North 53 Italian tourist offices 58Highlights of Southern Italy 54


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5

SECTION 3 ACCOMMODATION: WHERE TO STAY

UNIT7 Touristaccommodation

INFO-FILES

Development of touristaccommodation 108

Types of tourist accommodation 109VOCABULARY

Tourist accommodation 110PRACTICE

Accommodation ratings 112SPEAKING

Booking accommodation 114

STUDY POINT

COMPARATIVE AND SUPERLATIVE

FORMS 115WRITING

Correspondence with hotels 116

UNIT TEST 117

UNIT8 Hotels

INFO-FILES

Types of hotel 118VOCABULARY

Hotels 120SPEAKING

Checking in and out 122

STUDY POINT

OFFERING TO DO SOMETHING 123PRACTICE

Resort hotels 124A city hotel 125Conference hotels 126WRITING

Describing a hotel 128

UNIT TEST 129

UNIT9 Alternatives to hotelsINFO-FILES

Non-hotel accommodation 130VOCABULARY

Non-hotel accommodation 132PRACTICE

Tourist accommodation in Australia134

Accommodation advertisements 135

Self-catering holiday homes 136

Youth hostels 138

Camping and caravanning 139SPEAKING

Dealing with complaints 140

STUDY POINT

COMPLAINING: TOO, ENOUGH

APOLOGISING 141

WRITING

Letters of complaint and replies 142

UNIT TEST 143

PERSPECTIVES Europe by mobile home 144 Welcome to the hotel 145


TOURISM FACTFILES NORTH AMERICA

The Regions of North America 148 Western wonders 152Eastern highlights 150 Postcards from the West 153Postcards from the East 151 Statistics and sites 154

UNIT10 SightseeingINFO-FILES

The sights 156VOCABULARY

Sightseeing 158SPEAKING

Asking for information 160

STUDY POINT

ASKINGTHE RIGHT QUESTION 161PRACTICE

Sightseeing inYork 162

Sightseeing tours 164WRITING

Describing a sightseeing tour 166

UNIT TEST 167

UNIT11 EntertainmentINFO-FILES

Tourist activities 168VOCABULARY

Entertainment 170PRACTICE

Things to do in Dublin 172

Eating out in Italy 174

A quick guide to eatingout in Britain 175SPEAKING

Lets go out 176

STUDY POINT

OPINIONS, LIKES AND PREFERENCES 177WRITING

Describing an event 178

UNIT TEST 179

UNIT12 Activity holidaysINFO-FILES

Types of tourism and holidays 180VOCABULARY

Sports activities 182PRACTICE

Specialist tour operators 184Adventure holidays 185Specialist tours in Italy 186SPEAKING

Talking about experiences andmaking announcements 188

STUDY POINT

MAKING ANNOUNCEMENTS 189WRITING

Circular letters 190

UNIT TEST 191

SECTION 4 ACTIVITIES: WHAT TO DO

PERSPECTIVES Views of Florence 192


TOURISM FACTFILES AUSTRALASIA

Australia, New Zealand and Asia 196 Postcards from Australia 199A visit to Australia 198 Postcards from the Asia-Pacific Region 200


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6

UNIT13 City-breaks

INFO-FILES

Attractions of cities 202

Trends in popularity 203VOCABULARY

In the city 204PRACTICE

Venice 206

Rome 207

What London offers 208

Travelling around London 209SPEAKING

Giving directions 210

STUDY POINT

ASKING FOR AND GIVING DIRECTIONS 211

WRITING

Describing a city 212

UNIT TEST 213

UNIT14 Seaside holidays

INFO-FILES

Attractions of the seaside 214

Effects of tourism 216VOCABULARY

The seaside 218PRACTICE

Taormina 220

Liguria 221

Australia -East coast experience 222

Club Med 223SPEAKING

Being polite 224

STUDY POINT

BEING POLITE

COMMON POLITE EXPRESSIONS 225WRITING

Describing a region 226

UNIT TEST 227

UNIT15 Countrysideholidays

INFO-FILES

Attractions of the countryside 228

Ecotourism 230

Our commitment 231

Global warming - our carbonbalancing scheme 231VOCABULARY

The countryside 232PRACTICE

ATuscan walk 234

Agriturismo in Italy 235

Selva 236SPEAKING

Talking about rules 238

STUDY POINT

ASKING ABOUT RULES AND

EXPRESSING PROHIBITION 239WRITING

Organizing an argument 240

UNIT TEST 241

SECTION 5 DESTINATIONS: WHERE TO GO

PERSPECTIVES Global warming and tourism 242 How to be a good tourist 243


TOURISM FACTFILESTHE ATTRACTIONS OF BRITAIN AND ITALY

The attractions of Britain 246 The attractions of Italy 247

PAIRWORK ACTIVITIES 248

GLOSSARY 250

audioSCRIPTS 253


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7

UNIT1 THE DEFINITE ARTICLE AND PLACE NAMES 17

UNIT2 WRITING E-MAILS AND FAXES 35

UNIT3 EXPRESSING OBLIGATION AND

LACK OF OBLIGATION 41

UNIT4 MAKING REQUEST AND ASKING

FOR PERMISSION 67

UNIT5 ADVISING AND MAKING

RECOMMENDATIONS 79

UNIT6 TIME PREPOSITIONS 89

UNIT7 COMPARATIVE AND SUPERLATIVE FORMS 115

UNIT8 OFFERING TO DO SOMETHING 123

UNIT9 COMPLAINING: TOO, ENOUGH 141

UNIT10 ASKING THE RIGHT QUESTION 161

UNIT11 OPINIONS, LIKES AND PREFERENCES 177

UNIT12 MAKING ANNOUNCEMENTS 189

UNIT13 ASKING FOR AND GIVING DIRECTIONS 211

UNIT14 BEING POLITECOMMON POLITE EXPRESSIONS 225

UNIT15 ASKING ABOUT RULES ANDEXPRESSING PROHIBITION 239

STUDY POINT

VOCABULARY

UNIT1 Geographical features 14

UNIT2 Luggage, money and

personal articles 26

UNIT3 Tourism jobs 38

UNIT4 Taking the plane 62

UNIT5 Travel by road and rail 72

UNIT6 Ships and sea travel 84

UNIT7 Tourist accommodation 110

UNIT8 Hotels 120

UNIT9 Non-hotel accommodation 132

UNIT10 Sightseeing 158

UNIT11 Entertainment 170

UNIT12 Sports activities 182

UNIT13 In the city 204

UNIT14 The seaside 218

UNIT15 The countryside 232

writing Tourism at Work - Extrawww.principato.it, risorse on line

Tourism at Work - Extra

page 36

ART

UNIT1 Describing an itinerary 22 FOLDERA 6

UNIT2 Writing an e-mail 34 FOLDERB 20

UNIT3 Applying for a job 44 FOLDERB 22; 24

UNIT4 Enquiries and replies 68 FOLDERB 26; 28

UNIT5 Describing a tour 80 FOLDERA 8

UNIT6 Describing a river cruise 94 FOLDERA 10

UNIT7 Correspondence with hotels 116 FOLDERB 26; 28; 30

UNIT8 Describing a hotel 128 FOLDERA 12

UNIT9 Letters of complaint and replies 142 FOLDERB 32

UNIT10 Describing a sightseeing tour 166 FOLDERA 14

UNIT11 Describing an event 178 FOLDERA 16

UNIT12 Circular letters 190 FOLDERB 34

UNIT13 Describing a city 212 FOLDERA 18

UNIT14 Describing a region 226

UNIT15 Organizing an argument 240


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1

2

3

4

8

The tourist industry exists to serve the needsof tourists and travellers.

INTRODUCTION

1. Look at the photographs oftourists (photos 1-4) and

workers in the tourist industry(photos 5-8).

What are the tourists doing? What services are the workers

providing?

Think of other services providedby the tourist industry (forexample transport,accommodation, information).

TOURISMTOURISMThe service industryThe service industry


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CDCD AA

11

REASON FOR BEING AT AIRPORT TOURIST OR NON-TOURIST CATEGORY OF TOURIST

1.

2.

3.

4.

5

TheWorld Tourist Organization,

the international body representing

tourism, defines a tourist as a

person who visits a destination and

stays there for at least one night

before returning home. The reasons

for travelling are extremely varied.

They can be classified under three main headings:

1. leisure tourism (e.g. for sightseeing, holidays, sport);

2. business / professional tourism (e.g. to attend a

conference, visit a trade fair, take part in a meeting);

3. miscellaneous tourism carried out for other personal

reasons (e.g. family matters, health, education).

3. Listen to these brief interviews withpeople at Heathrow Airport in Londonand fill in the table.

72. Read the following paragraph.

What is a tourist, according to the WTO? What are the three main categories

of tourists?

9

6

8


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INTRODUCTION

What the touristWhat the touristindustry doesindustry does

The concerns of the tourist are primarily about where to

go, how to get there, where to stay and then what tosee and do there. The tourist industry is organized to meet

these concerns by means of a variety of services: tour

operators, travel agents, airlines and other transport

companies, hotel chains, local transport networks, tourist

information offices etc.

5. Talk to your partner. What different prioritiesdoes a typical business traveller have compared toa typical holidaymaker? What factors influenceeach of them in their choice of?

destination transportation accommodation

10

4. Read the passage and answer the questions.

1. What are the main concerns of the traveller?

2. Which organizations provide information abouttravel destinations?

3. What are the two categories of transportationused by travellers?

4. What are the principal forms of accommodationavailable to travellers?

DestinationThere is a virtually unlimitedmass of information available about where to go and what

to see and do. Nearly every country has a national tourism

board, and there are additional bureaus in regions, provinces,

and cities. All of these advertise extensively to attract

tourists. Competition is intense, and many localities depend

on tourism for income.

TransportationThere are two categories of transportation used by travellers:

the means used to travel from home to the destination and the

means used for transportation at the destination. Long-

distance travellers will probably fly to their destination. But,once they have arrived, they may rent cars, use the railways or

inter-city coach services and perhaps also travel by ship, ferry

or riverboat. If they stay in one location, they may use local

public transport - trams, buses, and underground trains.

AccommodationThe huge increase in tourism in recent times has led to

growth in the hotel industry. Hotels operated by large

international chains can provide expensive luxurious

accommodation. But there are also other chains, as well as

privately owned hotels, motels and guesthouses, that offer

facilities for much less. Even cheaper alternatives areavailable in the form of bed and breakfast accommodation,

camping sites and youth hostels.


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PLANNING

A TRIP

Some of the skills you will practise...

SPEAKING making telephone calls and booking holidays talking about tourist destinations around the world talking about the qualities required to do different jobs in tourism

LISTENING listening to people in the tourist industry talking about their work listening to tour operators talking about their companies

READING reading advertisements, brochures and other documents concerning package

holidays, travel preparations and jobs in tourism

WRITING preparing an itinerary for a guided tour writing a curriculum vitae and a letter of application for a job

SECTION

11

This section dealswith the planningand organizationof holidays and

journeys, looking

particularly at therole of the touroperator and thetravel agent. It alsoconsiders thevariety of differentcareers available intravel and tourism.

11 Casa editrice principato

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11

The ancient worldThe origins of the modern holiday

were in ancient Rome, where therewere holy days, religious feasts

when people did not work. WealthyRomans escaped the stress of city life

by visiting Naples and the ItalianRiviera. They also travelled to other

parts of the Empire, especially Egyptand Greece, in order to visit temples

and see the local culture. The ancientRomans invented many features of

modern tourism, including seasideresorts, guide books and souvenirs.

The Middle AgesThe main reasons for travel weretrade and religion. Merchants

travelled to buy and sell goods;

pilgrims travelled to cathedral towns

and religious centres, such as Romeand Canterbury. Hostels and inns

developed along the pilgrimage

routes.

UNIT

INFO-FILES

THE TOURISTTHE TOURIST

INDUSTRYINDUSTRY

The early modern periodThe Renaissance revived

interest in the ancient world.

Sightseeing became an

essential part of tourism:

cathedrals, palace and ancient sites

were all important.

Wealthy people also travelled for

pleasure and for healthreasons. The mineral springs and

spa resorts of Austria, Germany and

Italy became popular.

The 19th centuryIn the early 1800s the Romantic

movement created interest in nature

and mountain scenery. The English

Lake District, the Scottish Highlands,

and the Swiss Alps all became tourist

destinations. After 1850 the

Industrial Revolution led to massivechanges in travel. The development

of railways and steamships madeinexpensive and rapid travel

possible for the new middle and

working classes. Popular tourist

resorts, such as Blackpool and

Brighton, appeared. At the end of the

century new forms of luxury travel

developed: trains with sleeping and

restaurant cars and, at sea, enormous

passenger liners with palatial

accommodation.

The 20th centurySunbathing became fashionable as

rich tourists travelled south to enjoy

the sunny climate on the French and

Italian Rivieras. Industrial workers

also won two weeks paid holiday per

year. After World War II, increased

How tourism developedHow tourism developed

12 SECTION 1 PLANNING A TRIP

wealth and leisure made travel for

pleasure more common. The

development of jet aircraft in the

1950s allowed more people to travel

longer distances more quickly and

more cheaply than ever before. The

construction of large hotel resorts in

holiday areas and the development of

cheap package tours also boostedmass tourism. Tourism became a

major part of the economy in several

regions of the world.

CDCD AA

221. Listen and read How

tourism developed.In which historical periods didthe following features of

tourism first appear?

cheap public transport guide books health spas luxury travel mountain holidays package tours sightseeing sunbathing


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2. Read all the info-files and answer the question.

1. Where did wealthy ancient Romans like to travel?

2. What were the most popular destinations during the Middle Ages?

3. Why did an interest in mountain holidays first develop?

4. Which two periods saw the greatest changes in transport?

5. When did tourism develop into a major international industry?

6. What did aristocratic young men do on the Grand Tour?

7. What was the first organized tour and how much did it cost?

8. Where were the destinations for Cooks first holiday tours?

3. Prepare a report on howtourism developed over thecenturies. Explain theimportance of the following:

ancient Rome pilgrimages the Grand Tour the Romantic movement the Industrial Revolution Thomas Cook air travel

13UNIT 1 THE TOURIST INDUSTRY

Thomas Cook,Thomas Cook,the first tour operatorthe first tour operator

In July 1841 Thomas Cook, a Baptist missionary worker in England,

persuaded the Midland Counties Railway Company to run a special train fromLeicester to Loughborough for a religious meeting at a reduced price of oneshilling per person. This wasthe first organized tour.

It was a great success and,in 1845, Cook began tooperate tours as a business:

first to the mountains inNorth Wales, then to the

Swiss Alps and to majorevents like the Great

Exhibition in London in 1851.In 1867 he organized the

first tour to the UnitedStates and then the first

round-the-world tour. Healso opened offices in many

cities to provide independenttravellers with tickets for

trains and ships as well ashotel reservations. In 1873Cook invented the Circular

Note, the original travellerscheque, to make it easier

to pay for services all overthe world.

The GrandThe GrandTourTour

In the 18th century, the Grand Tour

was a form of education for wealthynoblemen. It was a journey through

Europe which could last from a few

months to several years. During theTour, young men learned about the art,

culture, politics and history of thecountries they visited. They spent their

time sightseeing, studying andshopping. Italy, with its heritage of

ancient Roman monuments, becameone of the most popular places to visit.

Art students from all over Europe alsocame to Italy to learn from ancient

models. During the 19th century theGrand Touralso became fashionable

for upper-class young women.


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CDCD AA

33

1. Niagara is a famous on the border between the USA and Canada.

2. At 5895 metres, Kilimanjaro is the highest in Africa.

3. The tropical rainforest of Amazonia is an enormous area of in South America.

4. Copacabana is a famous along the seafront of the city of Rio de Janeiro.

5. The of the River Po extends across northern Italy from the Alps to the Adriatic Sea.

6. The biggest in the world is the Sahara in north Africa.

7. The of Mount Vesuvius overlooks the city of Naples.

8. The islands of Capri and Ischia are in the of Naples.

2. Use the words from exercises 1a and 1b to fill in thegaps in these sentences.

14

VOCABULARY

glacier

gorge

grassland

hill

lake

mountain

river

stream

valley

waterfall

1a. Match the words belowwith the numbers on

the illustrations and then listenand check your answer.PPRONUNCIATIONRONUNCIATION:: listen again andrepeat the words.

2

1

3

6


10

7

8

4

9

5

Geographical featuresGeographical features

IN THE MOUNTAINS


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44

HOLIDAYS AND JOURNEYSHOLIDAYS AND JOURNEYS

3. Choose the correct definition (a or b) for each word.

1. excursion a. a short trip for pleasure, of a day or less, to visit a specific place2. holiday b. a period of time when you are not at work or at school3. itinerary a. the direction followed to go from one place to another4. route b. a list of places to visit and things to do in chronological order5. journey a. a time spent travelling by ship6. voyage b. a time spent travelling from one place to another, especially over a long distance7. tour a. an extensive journey, usually for pleasure, travelling around several different places8. trip b. a journey, long or short, from one place to another and back again

TRAVELLERS AND TOURISTSTRAVELLERS AND TOURISTS

4. Write sentences using the words in the columns.

1. A tourist travels to visit a holy place.2. A day-tripper is on a journey.3. A holidaymaker visits a place for pleasure and returns home the same day.4. A passenger

isvisits a place and stays there for at least one night.

5. A pilgrima person

has travelled to another place to have a holiday.6. A sightseer

whois travelling on a bus, train or other vehicle.

7. A commuter travels into, and out of, a city every day, usually for work.8. A traveller is visiting monuments or other famous places.

1b. Match the words withthe numbers on the

illustrations and then listen andcheck your answer.PPRONUNCIATIONRONUNCIATION:: listen againand repeat the words.


bay

beachcave

cliff

desert

island

junglerocks

swamp

volcano

105

9

4

8

7

3

6

1

2

ON AN ISLAND


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CDCD AA

55

Workers in the tourist industry

need to have some knowledge

of geography, especially major

cities, resorts and both naturaland man-made attractions

around the world.

1

32 4

6 7 8

16

speaking

3. Listen and write down the spelling of the English placenames. What are these names in Italian?

4. Read the clues and solve the following anagrams of English names.

1. A city famous for pizza, funicular railways

and Roman ruins.2. A country in northern Europe between Norway

and Finland.

3. The island whose capital is Palermo.

4. A historic region of central Italy.

5. The city where you can find the Uffizi art gallery.

6. The island which has the Costa Smeralda.

7. The largest city in Belgium.

8. The river that flows through Rome.

1. WWORKORK ININ PAIRSPAIRSIdentify the famous touristattractions shown in thephotographs. Where are they?What are their names in English?

2. Many place names aredifferent in English and Italian.What are the English names(with the correct spelling) of thefollowing places?

Atene Paesi Bassi Galles Rodano Mar dei Carabi Svizzera Mosca Ungheria

PLANES

EDNEWS

ICYSIL

ANYCUTS

CLONFREE

RAINAIDS

RUBSLESS

BITER


Tourist attractionsTourist attractions


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CDCD AA

665. Underline the

stressed syllable ineach of the following names.Then listen to the tape to check.

Edinburgh

Egypt Japan Manchester Milan Niagara Portugal Venice

6. Correct the mistakes in the following sentences.

1. The Peru is in South America.

2. Japan and Republic of China are the biggest countries in the Asia.

3. Prince of Wales Theatre is not far from the Leicester Squareunderground station.

4. Netherlands is next to Belgium in the north-western Europe.

5. River Thames flows into English Channel between UnitedKingdom and France.

6. We had a good meal at the Pierres Bistro near the VictoriaStation.

7. The Lake Superior is between Canada and United States.

8. The bus takes you from Metropolitan Museum, along the ThirdAvenue to the Hilton Hotel.

study Point

THE DEFINITE ARTICLE AND PLACE NAMES

1. The definite article the is not normally used in front of names ofgeographical places (countries, regions, continents, islands,mountains, lakes etc.).Egypt is in Africa. Corsica is politically part of France.Mount Everest is in Nepal. Lake Garda is in Italy.The following cases are exceptions:a. the names of oceans, seas, rivers and canals;The Panama Canal connects the Caribbean Sea withthe Pacific Ocean.The Nile flows into the Mediterranean Sea.b. the plural names of mountains, islands and countries;The Hawaiian Islands and the Rocky Mountains arein the United States.c. names which consist of expressions with of or contain wordslike republic or kingdom.the Bay of Naples, the Republic of Ireland, the United

Kingdom

2. The is not normally used in front of names of topographicalplaces (streets, squares, public buildings, parks, churches etc.).Nelsons Column is in Trafalgar Square.St Pauls Cathedral is near Cannon Street.Fifth Avenue goes up to Central Park.Walk from Grand Union Station to Times Square.

3. The is normally used in front of names of hotels, restaurants, pubs,cinemas, theatres, art galleries and museums.the Savoy Hotel, the Hard Rock Cafe, the White Lion Pub,

the Odeon Cinema, the Globe Theatre,the National Gallery, the British MuseumBut note that the is not used with proper names followed by s.Francos Restaurant, Mollys Guesthouse

5



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Package toursTour operators organize different elements of a holiday, for

example travel arrangements and accommodation, and thenput them all together to sell as a complete package. The

simplest package tours are a combination of transportation tothe holiday destination and accommodation. However the

package may also include other elements: for exampletransport to and from the airport, a hired car, meals, guided

tours, entertainment and the services of a companyrepresentative to deal with any problems.

Advantages of using

a tour operatorBy using a tour operator travellers avoid the problems ofcontacting and making complicated arrangements with travel

companies and hotels, perhaps in a foreign language, andthen having to pay separately for each service. They can also

rely on the knowledge and experience of the tour operatorto choose the best services available. In addition the tour

operator, with thousands of customers, is in a position tobargain with airlines and hotel chains to obtain lower prices.

2. Answer the followingquestions.

1. What does a package tourconsist of?

2. In what ways can touristsbenefit from using a touroperator?

3. How do tour operators selltheir package holidays?

4. In what ways do some touroperators specialise?

2

54 6

3

18

practice


How tour operators workAdvertising is an essential element in the work of the tour

operator, both through the mass media to attract the attentionof the public and through the distribution of leaflets and

brochures to provide detailed information about the productsthey are marketing. Most tour operators distribute brochures

and sell their holidays through high street travel agents, whoreceive a commission on the holidays they sell. Many large

tour operators also have their own high street outlets.Increasingly they use the Internet to sell their products directly

to the public. They need to do market research to identifynew trends and continually offer updated packages and new

destinations to stimulate demand.

Types of tour operatorLarge tour operators offer a wide variety of holidays tothe general public. However many of the smaller operatorsare specialists in particular areas. They organize holidays

around special interests (for example trekking, safaris orlanguage learning) or for particular age groups (young single

people or retired people). Others may focus on particulardestinations (perhaps only Tuscany or China) or types of

accommodation (camping holidays or cottages).

Tour operatorsTour operators andand package tourspackage tours

1. Read the passage and fill inthe following labels in thediagram (1-6).

accommodation tourist travel agent transport services (e.g. guide) tour operator

1


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CDCD AA

77

3. Match the words / expressions (1-4) with thecorrect explanations (a-d).

1. pioneered

2. repeat business

3. going it alone

4. must-see sights

5. Taskara Holidays is a small tour operator based in the north of England. It has won the BestTravel Company prize, awarded by a national newspaper. Listen to an interview with AlisonMurray, one of the owners of the company, and complete the notes in the table.

COMPANY SPECIALISATION package holidays to 1. islands

SPECIAL INTEREST HOLIDAYS cooking, painting and 2. tours

TYPES OF ACCOMMODATION 3. accommodation + self-catering accommodation

NUMBER OF CLIENTS about 4. per year

COMPANY MANAGEMENT Alison and 5.

RATIO REPRESENTATIVES/ CLIENTS one rep for 6. clients

6. What evidence is there that the company is successful? What reasons does Alison give to explain thissuccess?


4. What evidence does the advertisement give toshow that

1. the company has a long experience inorganizing holidays?

2. a lot of people have been satisfied with theirholiday?

3. a Vista Tours holiday can save the customermoney?

4. the holiday makes efficient use of the timeavailable?

The Best Way to Travel

VISTA pioneered the idea of quality holiday tours to Europe over 40 years ago.Since then weve developed and perfected the concept of vacation packages. Overa million people have come back to us for a second or third vacation... or more!

Our clients repeat business is the best testimony to the incredible value and experience we offer.

If youve never taken a package vacation, consider this: travelling with VISTA is less expensive, morecomfortable, and far easier than going it alone.

A VISTA package is carefully planned to make the best possible use of your time. Our team of experts hasrefined our itineraries to combine the must-see sights with significant time on your own, offering more

choice and flexibility.

Once youve discovered the special advantages of travelling with VISTA, youll never want to travel any otherway again. VISTA is The Best Way to Travel.

a. customers whocome back for more

b. essential things tosee

c. travellingindependently

d. were the first onesto develop


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1. Read the extracts from a brochure produced by Vista Tours. Match the Englishwords / expressions (1-10) with their Italian equivalents (a-j).

11. encompass

12. to tailor

13. in advance

14. booking15. we ensure

16. back-up

17. surcharges

18. refund

19. scheduled airlines

10. coach

a. in anticipo

b. costi supplementari

c. assicuriamo

d. compagnie di lineae. pullman

f. comprendono

g. supporto

h. prenotazione

i. programmare appositamente

j. rimborso

20

practice


Whats in theWhats in the

package?package?

OUR ITINERARIESAt Vista Tours we carefully research each destination,

excursion and hotel. We create itineraries that encompassthe best of the area, including all must-sees.We recognize that a tour group is made up of individuals,therefore we give you the opportunity to tailor your tour asyou desire. Optional excursions can be added at the time ofbooking or later through the Tour Manager.

PLANNINGWe plan our tours by working on the itineraries up to 18months in advance. We need to reach a minimum numberof passengers to be sure of a tours successful operation.Therefore, if it is necessary to move your booking, we willnotify you in plenty of time (not less than ten weeks) beforethe new departure date.

OUR STAFFAll the members of our team are dedicated to customersatisfaction. We know the value of experience; for thisreason we ensure that our sales team travel to at least on

of our destinations every year so that you can benefit frotheir first-hand experience. And we give full support: yoTour Manager will have the back-up of our expertlyqualified Duty Managers, who are on-call 24 hours eachday, every day to deal with the unexpected.

OUR TOUR MANAGERSTour Managers are personally selected for their knowledexperience, enthusiasm, professionalism, personality,organisation skills and dedication. The Tour Manager wmeet you at the departure airport, will travel with you uyour return and will do everything possible to make youholiday comfortable and enjoyable.


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2. Are the following sentences true (T) or false (F)?

1. All optional excursions must be bookedin advance.

2. After booking a holiday, the priceis guaranteed not to change.

3. After booking a holiday, the departure date

is guaranteed not to change.4. A Tour Manager can get help from the

Duty Manager at any time.5. The Tour Manager meets tourists when

they arrive at the destination.

6. Vista Tours only use top-class 5-star hotels.7. The price of the tour does not normally

cover meals.

8. Vista Tours do not operate their own aircraft. FT

FT

FT

FT

FT

FT

FT

T F

3. WWORKORK ININ PAIRSPAIRSa. You are thinking of booking a holiday withVista Tours but you havent seen theirbrochure. Prepare some questions to ask abouthow the tours are organized:

flights help from guides / managers

hotels extra costs meals departure dates transport optional excursions

b. Your partner is the Vista Toursrepresentative. Ask him / her the questions youhave prepared. Then change roles and answeryour partners questions.


OUR PRICE GUARANTEEOur price promise is simple - a guarantee againstsurcharges, a promise never to increase the price.The price quoted at the time of booking will be the price

you pay.We are confident that our tours offer the best value at thebest price available. If you find an identical holiday for lesswith another operator we will match that price, or, if youprefer, cancel your holiday with a full 100% refund.

OURACCOMMODATIONYour accommodation iscarefully selected to offer ahigh standard of service,comfort and amenities.Each hotel selected hasbeen personally visited and

chosen with you and yourtour in mind. We areconsistent with our choiceof quality hotels; each lieswithin the mid to high-grade hotel category. It issometimes necessary, forreasons beyond ourcontrol, to change a hotelon some tours; if thishappens, we ensure thatthe alternative is of anequivalent or higherstandard.

MEALS ON TOURWe realize that people have different eating habits, so,to avoid charging you for what you may not consume,we generally choose not to include a daily meal

in the cost of your holiday. Some train and cruise journeysmay include meals as part of the service, otherwisewe leave it your discretion when, where and how muchyou eat!

OUR FLIGHTSWe only use the services ofrespected, scheduledairlines - chosen for theirreliability and onboardservice. We are proudof our partnershipswith British Airways,Air Canada,

American Airlines,Qantas Airlines andUnited Airlines - eachoffering the bestservice in their field.

TRANSPORTATIONON TOURWhether your itinerary involves travel in planes, trains,ships, boats, coaches or a mixture of all modes oftransport, we have selected each transportation companyfor their service and reliability. Long-distance coachjourneys are in air-conditioned luxury coaches, manyoffering washroom facilities.


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1. Read the itinerary and markthe route on the map. Thenanswer the following questions.

1. Where is the New Englandregion?

2. What are the two mainreasons for tourists to visitthis region?

3. What is the most importantcity in this region?

4. What is the highest mountainin the region?

22

writing


Describing an itineraryDescribing an itinerary

2. Fill in the gaps in the table.

PLACE ACTIVITIES / ATTRACTIONS

1. famous sights from the American Revolution

2. recreated 19th century village

STOCKBRIDGE 3.

4. beautiful wooden churches

WOODSTOCK 5.

6. cable car ride into the mountains

7. architectural sightseeing tour

WHITEMOUNTAINS 8.

DAY ONE

Our tour begins in Boston with asightseeing tour of New Englandsbiggest city, the birthplace of theAmerican Revolution. Then headwest to Sturbridge, a recreatedvillage of the 1830s, where you canexplore the restored buildings andstreets. The final stop today isStockbridge and a visit to the NormanRockwell Museum to admire thisAmerican painters artwork.

DAY TWO

Today we drive through the scenicBerkshire Hills and stop atBennington, with its coveredbridges and beautiful woodenchurches. Call at the Billings FarmMuseum, near Woodstock,depicting farm life in the 1890s,before arriving in the popular resortof Killington. From here you cantake a cable car up to the mountainpeaks, with views as far as Canada.

DAY THREE

We travel north to Montpelier, thecapital of Vermont state, and enjoya short sightseeing tour of thetowns fine architecture. Then weenter the fabulous White Mountainsof New Hampshire, an area famousfor its forests of birch, oak andmaple trees. In the autumn theleaves make a brilliant kaleidoscopeof yellows, browns, oranges andreds. We pass Mount Washington,the regions highest peak, beforearriving in the picturesque resort ofNorth Conway.

THEWHITEMOUNTAINS

BOSTON

AUTUMN IN NEW

ENGLANDThis three-day mini-tour is the perfect introduction

to the scenic beauty and historical heritageof the magnificent New England region in the

north-east of the USA.

Tourismat Work - Extra

www.principato.it,risorse on line

page 6

WhiteMountains

Berkshire

Hills

A T L A N T I C

O C E A N

VERMONT

Boston

Old Sturbrigde Village

Woodstock

Killington

Montpelier North Conway

Stockbridge

Bennington

NEWHAMPSHIRE

MASSACHUSETTS

BENNINGTON


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3-day tour: visit beautiful Tuscan

scenery and admire magnificent art

AN ART TOUR OF TUSCANY

PLACES THINGS TO SEE/ DOSIENA fascinating medieval

town

Piazza del Campo

(wonderful central

square)

Palazzo Pubblico

(graceful Gothic

town hall)

PISA splendid architecture

the Duomo the unforgettable

Leaning Tower

FLORENCE one of the worlds art

capitals

the Duomo

(dominates the city)

the Uffizi (superb

collection of art)

Palazzo Pitti

(home of the Medici

family)

time for shopping

and sightseeing

1. Read the definitions and complete the words.

1. part of the coast where the landforms a curve so that the sea issurrounded by land on three sides b _ _

2. a large hole in the side ofa mountain or cliff c _ _ _

3. a place where a river suddenly fallsdown over a cliff or rock w _ _ _ _ _ _ _ _

4. a large area of rock or a mountainwith a very steep side, often at theedge of the sea c _ _ _ _

5. an area of low flat land thatis always very wet or coveredwith water s _ _ _ _

6. a large mass of ice which movesslowly down a mountain valley g _ _ _ _ _ _

7. a deep narrow valley with verysteep sides g _ _ _ _

8. a small narrow river usuallyin the mountains s _ _ _ _ _

2. Answer the questions.

1. What important innovations did Thomas Cook introducefor travellers?

2. What were the main reasons for travelling in the MiddleAges?

3. What was the Grand Tour?4. What effects did the Industrial Revolution have on travel

and tourism?

5. What does a package holiday usually consist of?6. What are the main advantages for the customer of using a

tour operator?7. What are the English names for:

a. Francia, Germania, Spagna, Giappone, Russia, Irlanda,Scozia?

b. the capital cities of these countries?c. the most famous cities in Italy?

8. Fill in the gaps using the where it is needed.a. Brazil is largest country in South

America.b. River Thames flows into English Channel.c. St Patricks Cathedral is on Fifth Avenue in

New York, near Central Park.

3. Give a short explanation or description.

The role of the tour operator. A typical package tour to Italy. The most important developments in tourism in the 20th

century.

UNITTES

23

3. Use the following notes toprepare a similar itinerary forAn art tour of Tuscany.

a. Write a brief introduction.b. Prepare a programme for a

three-day tour and describethe activities for each day.

UNIT 1 THE TOURIST INDUSTRY


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QUIZQUIZ

22 TRAVELTRAVEL

ARRANGEMENTSARRANGEMENTS


INFO-FILES

Identity documentsA passport provides proof of identity and nationality.Passports are valid for up to 10 years and enable visitors tostay in a foreign country for 3 months. EU citizens can use anational identity card instead of a passport inside the EU.

Some countries also

require a visa, astamp on the passport

indicating that agovernment official

has approved it. Thisis the case for EU

visitors to Russia forexample. A visa maybe obtained, before

travelling, from theforeign embassy or

consulate or at thepoint of entry to the

country. Many countries have mutual agreements, for examplebetween the USA and Italy, so that their citizens do not need avisa. EU states within the Schengen group (including Germany,

France and Italy) have joint visas valid for travel in all of themand there are no border immigration controls between them.

People who plan to drive inforeign countries may need aninternational drivers license.

CustomsCustoms and duty-freerestrictions vary around theworld. There are often controlson the import of food and

agricultural products while drugsand firearms are contraband goods almost everywhere. If youneed drugs for medical reasons, it is a good idea to carry a

copy of the doctors prescription to show customs officers.There are usually limits on imports of alcohol and tobacco.

Preparing to travelPreparing to travel

UNIT

HHOWOW MUCHMUCH DODO YOUYOU KNOWKNOW ABOUTABOUTTRAVELLINGTRAVELLING ABROADABROAD??

1.1. What documents does an Italian need to travel to Britain?passport visa Italian identity card

2. What documents does an Italian need to travel to the USA?

passport visa Italian identity card

3.3. What documents does an Italian need to travel to Russia?passport visa Italian identity card

4.Which of the following goods are normally restricted when passing through customs control?alcohol perfume tobacco jewellery

5.5. For which of the following diseases do travellers in tropical regions often need vaccination?AIDS malaria typhoid bronchitis

6. Which activities are usually excluded from standard travel insurance policies?

climbing driving skiing swimming

7.7. What is the safest way to carry money abroad?cash in dollars cash in local currency travellers cheques

8. Where is the best place to change money into foreign currency?

airport bank hotel travel agency

CDCD AA

881. Answer the questions in the quiz. Then listen and

read the information and check your answers.


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25UNIT 2 TRAVEL ARRANGEMENTS

Health and insuranceSome countries, especially in tropical regions, require travellers

to show a vaccination certificate against certain diseases,such as cholera, hepatitis, typhoid, tetanus, malaria and yellow

fever. Government health departments can inform travellersabout infected areas.

EU citizens are covered byreciprocal health

agreements for emergencymedical treatment

throughout the EU. Theyshould carry the EuropeanHealth Insurance Card.However, it is advisable forall travellers to have private

travel insurance covering the cost of medical treatment andalso the loss of possessions or money. Dangerous activities,

such as skiing, climbing and scuba diving, are usually excluded,but can be added by paying a supplement.

MoneyTraditionally the safest way to carry money is in the form oftravellers cheques in euros, pounds or dollars. These areavailable from banks for a commission (normally 1%) and can

be used to pay bills in hotels and shops or can be changedinto the local currency in a bank.

If the cheques are lost or stolen, the serial numbers shouldbe reported immediately to the local office of the issuing

company (for example American Express or Visa) and theywill replace the missing cheques within 24 hours.

Most hotels, shops and restaurants in tourist areas acceptmajor credit cards, such as Visa and American Express.Using a PIN (personal identification number), cards can alsobe used to withdraw money from automatic cash machinesin the street.

Banks are usually the best places to obtain cash in foreigncurrency. Other foreign exchange bureaus often charge a

higher commission and offer a less favourable exchange rate.

2. Which documents do thefollowing sentences refer to?

1. It allows EU citizens toreceive emergency medicaltreatment in other EUcountries.

2. It allows you to buy certainrestricted medicines or drugsfrom a chemists.

3. It enables you to drive a car

while you are in a foreigncountry.

4. It indicates that you have hadan injection to protect youfrom certain diseases.

5. It proves who you are andwhat nationality you are.

3. Find words / expressions in the text that correspond to thefollowing definitions.

1. a group of EU countries which do not have border immigrationcontrols between them

2. an office where you can change money from one currency intoanother

3. the code that you must use with a credit card to get money from anautomatic cash machine

4. a cheque that is recognized in many different countries and can beused to pay for things or be changed into the local currency

5. a percentage of money that is automatically paid to an institution,such as a bank, in exchange for its services

6. an extra charge that is added on to the basic payment

4. Your partner is planning a trip to the USA. Give him / her someadvice about:

documents insurance money


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CDCD AA

1010

CDCD AA

99


1. Match the wordsbelow with the

photographs and then listen andcheck your answers.PPRONUNCIATIONRONUNCIATION:: listenagain and repeat the words.

VOCABULARY

Luggage, moneyLuggage, moneyand personal articlesand personal articles

2. Match the wordsbelow with the

photographs and then listen andcheck your answers.PPRONUNCIATIONRONUNCIATION:: listenagain and repeat the words.

briefcase

handbag

handle

holdall

label

pocket

rucksack

shoulder bag

suitcase

trolley

banknotes

chequebook

coins

credit card

driving license

purse

ticket

travellers cheque

visa

wallet

7

1

2

3

4

5

6

1

2 3

4

5 6

8

9


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27UNIT 2 TRAVEL ARRANGEMENTS

a. a contract with an insurance company

b. a document in which a doctor describes the medicinethat a patient needs from a chemists

c. a list of goods or services bought showing how muchmoney was paid for them

d. money paid in exchange for a service

e. the building used by diplomats to represent theirgovernment in a foreign country

f. the type of money used in a particular country

g. the value of one currency compared to another

1. currency

2. embassy

3. exchange rate

4. fee

5. invoice

6. policy

7. prescription

3. In what situations would you use different types of bags? What do you usuallycarry on a long journey apart from clothes? Make a list and then compare it withlists made by other students.

4. Choose the correct definition (a-g) for each word (1-7).

5. Fill in the gaps in the sentences using the following words.

charge ensure expire insure supplement vaccination withdraw

1. Check on the embassys website to that you have all the documentsrequired.

2. The company refused to my grandfather because of his medicalcondition.

3. If you want to include cover for skiing accidents in the policy you have to pay a.

4. I need to renew my passport; its going to in 3 months.

5. You will need to have a against malaria before you travel to Africa.

6. The consulate will a fee of 50 euros for issuing the visa.

7. It is possible to money from automatic cash machines using acredit card.

6. Complete the missing words in the following sentences.

1. D -f goods are things that you can bring into a country without

paying tax.2. At the border the c o asked me to open my suitcase.

3. The visa is only v for 6 months; after that you have to leave the country.

4. The bank charges a c of 1% for issuing travellers cheques.

5. EU citizens can use their i c to travel to other EU countries.

6. You can change euros into dollars at a f e bureau.

7. Britain has an embassy in Rome but there is also a c in Milan.

9

8

10

7

10


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CDCD AA

1313

CDCD AA

1212

CDCD AA

1111


1. Number the followingsentences in the

correct order to recreatea short telephoneconversation. Then listento the recording to check.

a. Could you tell meyour name, please?

b. Good morning.Horizon Tours. Can Ihelp you?

c. Im sorry. Im afraid theline is engaged. Would you like to

leave a message?d. Just a moment, please, Mr Simpson, and Illput you through.

e. No, thats all right. Ill ring back later.

f. Id like to speak to Mrs Clark, please?

g. Thank you.

h. This is Gary Simpson from Mazda Travel.

speaking

Using the telephoneUsing the telephone

3. Listen to a telephone conversation in which a customer books a holiday through a travel agent.

Fill in the details in the booking form.

SPENCERTRAVELAGENCY - RESERVATIONS

Holiday destination

Tour operator / catalogue no.

Number of nights

Number of travellers

Name(s)

Contact telephone no.

Departure airport / flight

Departure date / time

Type of accommodationFor a PAIRWORK ACT

on a telephone conversaturn to page

2. Fill in the spaces using the followingwords. Then listen to the recordingto check.

extension hello hold put speaking that this through

RECEPTIONIST Good morning. Inter Holidays.

REBECCA Can you 1. me through to2. 149, please?

RECEPTIONIST 3. the line, please. Ill putyou 4. .

MRTAYLOR 5. . Sales department.

REBECCA Is 6. Mr Taylor?

MRTAYLOR Yes, 7. .

REBECCA Good morning. 8. isRebecca Harvey from Paris Travel.


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study Point

TELEPHONE LANGUAGE

1. When answering the telephone, peopleusually give a greeting and say the name of

the company or the department. Expressionslike Can I help you? are also commonly used.Good afternoon. Stella Travel. Can I help you?

2. Internal telephone numbers are calledextension numbers. Notice the use of the verb

put through to ask for a connection and theexpression Hold the line to ask people to wait.Could you put me through to extension 423,

please?Hold the line, please.A connection may not be possible becausethe line is engaged / busy. Notice that people

often use the verbs ringor callinstead oftelephone.Im sorry, the line is engaged at the moment.Can I take a message?No, thanks. Thats okay. Ill ring back later.

3. On the telephone people tend to say This isand Is that? instead of I am andAreyou?.Notice the use of Speakingto confirm identity.Is that Mrs Taylor?Speaking.Oh, hello. This is Tim Hardy from UnitedAssurance.

4. WWORKORK ININ PAIRSPAIRS

PRACTICAL TIPS FOR USING THE TELEPHONE

Speak clearly. Do not eat, drink, chewgum or smoke while on the telephonebecause this makes understanding moredifficult.

Listen carefully. Do not interrupt whenthe caller is talking.

Take notes. Write down full details ofwhat the caller needs, especially if themessage is for someone else.

Explain what is happening. If youtransfer the caller to someone else,say what you are doing.

STUDENTA

Its the end of July. You see the advertisementabove in your local Glasgow newspaper.

Telephone Sky Travel and find out about: location

dates

accommodation

flights

special conditions

STUDENTB

You work for Sky Travel. Answer your partnersquestions about the holiday.

Holiday Seven nights at Peschiera on Lake Garda innorthern Italy

Hotel

Albergo Bardolino*** (in the town centre);bed and breakfast + evening meal

Dates 14 August 21 August

Flights 14 Aug: Glasgow Milan Malpensa(British Airways 09.35 - 10.45)21 Aug: Milan Malpensa Glasgow(British Airways 18.45 21.55)

Conditions 349 per person; minimum two people,sharing twin bedded room

SKY TRAVEL

Special holiday offer

7 nights on Lake Garda, Italy

Just 349

phone now for details: 091-294545

Sky Travel, Gate Street, Glasgow

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