Compiled by: ThS. ÑOÃ THÒ HOA QUYEÂN

Compiled by: ThS. ÑOÃ THÒ HOA QUYEÂN


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TOURISM 2 Compiled by: ThS.

Internal publishing - HCMC, June 2010-



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



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














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 d‫כ‬/ 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 ‫כ‬:/ in 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)


I- When we look at the movement of tourists (tourist flow), there are three types of tourism. Match them with their definitions. 1. domestic tourism a- people leaving their country to take holidays 2. inbound tourism 3. 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 do 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


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.


Super Shuttle


BA 838

Checking in


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)


Fill out the table below as example: Harbor Campsite

castle damp countryside nightlife

music festival concert metro waterfall art gallery temperate






Climate Natural feature

Built attractions


Food, drink, Accommodation entertainment

transpor t








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: 6

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


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 8

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 Façade 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
















II- Add one of these words to the word group listed below Construct granite statue long show



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 1. The art of moving a lifelike figure or person by electronic means a. Period costume 2. A written board that gives directions and distances b. Animatronics 3. Repeating the actions of a past event c. Audio-tour 4. Activity in which you take the part of someone else d. Activity sheet 5. Exhibition of models of people (not moving) e. Re-enactment 6. Piece of paper to write down answer to questions as you visit an f. Role-play attraction 7. Clothes from the past g. Signpost 8. 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 1. quiet, peaceful,wonderful  service 2. double, air-conditioned, comfortable dance club 3. excellent, delicious,hot  beach 4. lively, modern, crowded  room 10

5. interesting, ancient, historical

 tour

6. excellent, efficient, fast 7. interesting, tiring, fascinating

 ruins  person

8. famous, friendly, helpful

 food (Extracted from AT YOUR SERVICE- Trish Stott)

READING I- Read the descriptions of the building and answer the question 1- Which section describes the use and function of the building? 2- Which section describes when and why it was built? 3- Which section gives some detailed description? 4- Which section gives a general physical description? Notre-Dame cathedral The cathedral of Notre-Dame was started by Bishop de Sully in 1163 and work continued for nearly 200 years. It was completed in 1345. The cathedral is dedicated to the Virgin Mary and stands in the centre of Paris on eh Ile-dela-Cite. It is undoubtedly the finest example of French gothic architecture. The twin towers are a famous feature of the Paris skyline, and are 69 meters high. The spire, which was added in the 19th century, I 90 meters high. The façade is the most striking part of the building. The three portals are adorned with remarkable stone sculptures, including the last judgment. The rose window in the façade was built over 700 years ago and is magnificent. The cathedral is still used for regular church services as well as special occasions. The vast interior can accommodate 9,000 people. French road distances are established from the 0 km point located on the square in front of the cathedral entrance. (Extracted from reading – Tourism – Keith Harding and Robin Walker)

II- Read the descriptions of Chinese architectural features and answer 1- What section describes the special feature in Chinese architecture? 2- What section describes the decorative roof and ceiling in Chinese architecture? 3- What section gives detailed description? Ancient Chinese architecture is mainly timberwork. Wooden posts, beams, lintels and joists make up the framework of a house. Walls serve as the separation of rooms without bearing the weight of the whole house, which is unique to China. As a famous saying goes, 'Chinese houses will still stand when their walls collapse.' The specialty of wood requires antisepsis methods to be adopted, thus develops into Chinese own architectural painting decoration. Colored glaze roofs, windows with exquisite 11

appliqué design and beautiful flower patterns on wooden pillars reflect the high-level of the craftsmen's handicraft and their rich imagination. Chinese imperial roof decoration or roof charms or roof-figures was only allowed on official buildings of the empire. Chinese roofs are typically of the hip roof type, with small gables. Variant versions are still widespread in Chinese temples and has spread to the rest of East Asia and parts of Southeast Asia. In traditional Chinese architecture, every facet of a building was decorated using various materials and techniques. Simple ceiling ornamentations in ordinary buildings were made of wooden strips and covered with paper. More decorative was the lattice ceiling, constructed of woven wooden strips or sorghum stems fastened to the beams. Because of the intricacy of its ornamentation, elaborate cupolas were reserved for the ceilings of the most important structures such as tombs and altars, although it is not clear what the spiritual beliefs of the early Chinese were, as alters appear to have served as burial sites. In traditional Chinese architecture roofs and ceiling, like the other structural elements, were constructed without nails, the layered pieces of the ceiling are held together by interlocking bracket sets .Elaborate wooden coffers bordered by a round, square, or polygon frame with its brackets projecting inward and upward from its base were used around the 7th century. Deeply recessed panels shaped like a well (square at the base with a rounded top) were fitted into the ceiling's wooden framework. The center panel of the ceiling was decorated with water lilies or other water plants. (Extracted from internet)

SPEAKING Choose the tourist attractions in Vietnam to describe and decide how it could be made more exciting, entertaining and ‘brought alive’. Words list Acre(n) mẫu Anh, = 0.4 hecta Adorn(v) trang trí, tô điểm Aplique (n) vật trang trí Beam,joist,lintel (n) xà,dầm nhà bracket(n) rầm chìa Campaign(n) chiến dịch coffer (n) bảng trang trí, trần nhà Community (n): cộng đồng

Flock(n) Hula Inquisitive (adj) Intact (a) Intricacy (n) Invasion (n) Lattice ceiling : Minaret (n)


đàn, bầy, số đông vũ điệu hula của người Hawaii tò mò , tọc mạch không bị ảnh hưởng, thay đổi tính phức tạp sự xâm phạm, tràn lan trần dạng lưới mắt cáo tháp ở giáo đường Hồi giáo

Condominium(n) : chế độ công quản Cupola(n) vòm, đỉnh vòm Damp: ẩm ướt, đầm lầy Desecrate (V) mạo phạm, báng bổ Disregard(v) coi nhẹ, thiếu quan tâm Dome : mái vòm Evict (v) đuổi ai ra khỏi,. Excavate (v) đào,khai quật Exotic(a) kỳ lạ, đẹp cực kỳ façade (n) mặt tiền tòa nhà Feast(n) lễ hội, yến tiệc

nail (n) Obelisk (n) Olive grove Perpetuate(v) Pillar = column: Protest(v) recess (v/n) Rotunda (n) Sacred(a) Spire (n) Supreme Court (n):


đinh đài kỷ niệm, tháp rừng olive duy trì, làm cho nhớ mãi cột phản đối , quả quyết phần lõm vào nhà tròn có mái vòm long trọng, linh thiêng, ngọn tháp tòa án tối cao

Unit 2 TOUR PLANNING WARM UP 1- You are going to prepare a five day tour of our country. To do this, what will you need to make decision about? 2- Have you ever been to Sapa? If so, what was it like? If not, would you like to go there? Why? Why not? What famous tourist sights are there in Sapa? READING 1- You are going to read and ask questions about the itinerary of a Sapa trip. Work in pair and decide what questions you need to ask in order to find out the missing information. 2- What are the abbreviation of Arr., Dep.? Test A Day 1: HoChiMinh - Hanoi Arr. NoiBai Airport around 10am. Check - in hotel to relax at leisure. In the afternoon , enjoy a half day city tour. seeing the Ho Chi Minh Complex, containing the mausoleum of the nations founder Ho Chi Minh, the Presidential Palace and the Ho Chi Minhs house on stilts. The complex also comprises the One Pillar Pagoda, whose origins date back to the foundation of Hanoi. The next stop of our trip is the impressive ________, dedicated to Vietnams 54 ethnic minorities, some of which we will see on our forthcoming days. We also visit the ______and the peaceful lake of Hoan Kiem with its sacred temple. The reminder of the day is free for your own exploration of Ha Noi until transferring to the rail way station for a _______ train to Lao Cai. The train conditions are very basic however we will travel in soft sleeper class which is compartment for ________ passengers. Overnight on train Day 2: Ha noi – Sapa The train arrives in Lao Cai at around 5.00 am. Meet and transfer to Sapa (38km), the former hill station discovered by the French at height of _________ above sea level Check-in hotel to relax at leisure. In the afternoon, soft trek to Ham Rong mountain and 14

village______ waterfall in Catcat and the nice landscapes of green forests and mountain and fresh atmosphere here. Back to Sapa by motorbike. Day 3: Trekking & Homestay (Breakfast/Lunch/Dinner) After having breakfast, start trekking uphill to Y Linh Ho and _______ Valley through rice paddies and small hamlets to study life of hill tribes here. Communication exchange with local people in _______ village. After having picnic lunch carried by the tour guide, continuing trekking through villages and rice terraced fields to Ta Van village settled by ________ethnic minorities. Enjoy 1 night homestay with a local family and delicious food cooked by the tour guide. Day








Hanoi(Breakfast/Lunch) Waking up early morning to enjoy cool mountain air and bird singing. Trekking uphill to many terraced paddies and through bamboo forest, going down to Giang Ta Chai village of _______ people. After a short village tours, coming back to the main road where jeep awaiting you to transfer back to Sapa. At 16.00, Transfer to Lao Cai railway station to catch night train back to Hanoi. Day 5: Hanoi- Ho Chi Minh There is free time for you to relax or further explore Ha Noi. The trip ends after your transfer to Noi Bai Airport for dep. to Tan Son Nhat airport. Reading 2 Look at the pictures and read the profiles of the tour operators. Decide which picture goes with tour operator Anglo- Global Holiday plc Specialists in holidays for young people ( teenagers and students).Incoming groups and individuals are offered a full package of sightseeing activities, and contacts with local youngsters, under the guidance of experienced youth workers. Brit- Tours ltd Deals in large volumes of group, specializing in complete incentive programmers plus special – interest groups and business conferences. 15

Blue Skies Travel ltd Providing entertainment in rural hotels or homestay.Also, Blue Skies offer tourists insight into the impact of human beings on the environment, and to foster a greater appreciation of our natural habitats Customtour ltd Custom-made itineraries, designed to meet the needs of both groups and individuals. Specializing in special-interest tours,adventure tour such as trekking, kayaking etc.. Cultural tour ltd Specialists in the holiday for the tourists who are interested in the social events, festival, or cultural concern. The coach travel, accommodation and experienced guided tours are included. ( adapted from High Season)

PRONUNCIATION I- Listen to a conversation and circle the weak form of words in the sentence 1- A: How long have I come for? for a month? Why have I come? oh… for some sunshine. For the sea. For some good food. For the wine. For a bit of excitement, I suppose. Why did you come? B: For the money. I work here. A: Not all the time, I hope. 2- A: Last year it was at a restaurant. The year before, it was at an expensive hotel, and the year before that, it was at the factory itself – in the canteen. And that was the best party, I thought. B: Yes, but that was at the time when your wife was in charge of the canteen! ( exercise 29,39- Elements of pronunciation)

II- Fill in the blanks, taking care to use the appropriate form of the weak form be 1. I want her to park that car over there. …………………………………………… 16

2. of all the proposal, the one that you made is the silliest ……………………………………… 3. Jane and Bill could have driven them to and from the party ……………………………………… …………………………………….. 4. To come to the point, what shall we do for the rest of the week? ………………………………………… ………………………………………… 5. Pedestrians must always use the crossings provided for them ………………………………………… ……………………………………….. LISTENING 1- Listen to Begona describing one of the tourism she organizes. Tick  the places the

Some Strong form /s٨m/ : before a countable noun, meaning an unknown individual” I think some aninmal broke it Or in final position: I’ve got some Weak form /sәm/ before uncountable noun -> Have some more tea There Strong form /ðeәr/ before vowel-> demonstrative function There it is/ put it there Weak form/ ðә/ before consonants There should be a rule Do Weak form / dә/ before consonants Why do they like it? Strong form /du /before vowel, in final position Why do all the cars stop Does/dәz/ His Weak form /iz/ before a noun Her Weak form /ә/ before consonant, /әr/ before vowel Your Weak form /jә/ before consonant, /jәr/ before vowel He Weak form /i/ except at the beginning of a sentence

tour visits and the activities the tourists can do Place Activities  Began Rent a bicycle  Bago Spend some time at the beach  Inle  Mandalay  Ngapali  Sittwe  Thailand  Thandwe  Yangon

Visit a school of Buddhism Go trekking in the mountains Practise yoga Visit the city’s floating markets Visit some of the many temples Go horse riding Visit the capital city (Extracted from tourism 1- Robin Walker and Keith Harding)

2- Listen to George Webber who works for a large tour operator about “feminization trip” and answer the questions below: 1- What is a familiarization trip? 2- Who pays for farm trips? 3- Listen to Diane Maclenna about choosing a hotel for incentive tour. An incentive tour is a reward or an encouragement for people who have done good work for their company. Then try to guess what kind of hotel her groups look for? 17

4- Listen again and fill out the blank a. Diane depends upon her __________ to help her recommend appropriate hotels for her clients. b. Diane’s clients usually make an ____________ of the hotels she has recommended c. It is ___________ for her to visit fourteen hotels in one day. d. For her groups, the three most important areas in a hotel are the __________, the ____________, and the _______________ e. Hotels keep Diane up-to-date by _______________ and by __________ f- Trade magazines are useful for information about ______________ g- To meet people in the industry she goes to ____________ h- Diane ____________ inspects the hotels she recommends (Extracted from listening task of HIGH SEASON)

SPEAKING It takes a lot of careful planning, negotiating, administration, and marketing to put together a new tour programme. You are going to put together a summer holidays brochure featuring twenty to thirty hotels in different provinces in Vietnam. Decide in what order it will be best to do each stage listed below. Explain the reason. a- estimate the exact selling prices based on exchange rates b- Negotiate with airlines and hotels c- Decide on destinations, hotels and capacity, duration of tours, and departure dates d- Finalize the reservations system e- Sign contracts with hotels and airlines f- Send first tours to resorts g- Distribute promotional material to agencies including brochures h- Start production of brochure i- make an in-depth comparison of potential destinations j- send final tour prices to printer k- identify a likely selection of countries, resorts, and hotels l- start advertising (adapted from activities task in High Season)

Word study Put each prepositional phrase in its correct space in the sentences below a. in the process of g. with a view to b. on behalf of h. in accordance with c. under the guidance of i. in response to d. in addition to j. in view of e. in terms of k. with reference to f. in the event of l. in payment for 18

1. ……… our telephone conversation, I am writing to confirm our order. 2. ………. the hotel, I would like to wish you a Happy New Year. (The manager) 3. All our sports acitivities are organized ………… a fully qualified instructor. 4. ………. rain, the party will be held in the conservatory. 5. ………. your instructions, we have rearranged the meeting for later in the schedule. 6. ………. language skills, a resort representative must have good interpersonal skills. 7. .The company has recently purchased some adjoining land……………. 8. ……… your recent enquiry, I am pleased to inform you.. 9. ………..the current economic situation, we can expect fewer visitors this years. 10. The hotel has had some bad reviews but …………. Sales, it has been very popular. 11. We are …… negotiating a new contract with our tour operator. 12. I enclose a cheque …………. our accommodation. (extracted from High Season)

WRITING Make a 3- day tour planning for the tour HoChiMinhCity - Nhatrang . You should consider your customer to set the price for the tour. Reference for reading and speaking: work in pair Test B Day 1: HoChiMinh - Hanoi Arr. NoiBai Airport around 10am. Check - in hotel to relax at leisure. In the afternoon , enjoy a half day city tour. seeing the Ho Chi Minh Complex, containing the mausoleum of the nations founder Ho Chi Minh, the Presidential Palace and the Ho Chi Minhs house on stilts. The complex also comprises the ____________, whose origins date back to the foundation of Hanoi. The next stop of our trip is the impressive Ethnologic Museum, dedicated to Vietnams 54 ethnic minorities, some of which we will see on our forthcoming days. We also visit the Temple of Literature and the peaceful lake of Hoan Kiem with its sacred temple. The reminder of the day is free for your own exploration of Ha Noi until transferring to the rail way station for a night train to ________. The train conditions are very basic however we will travel in _____ sleeper class which is compartment for 4 passengers. Overnight on train Day 2: Ha noi – Sapa The train arrives in Lao Cai at around _______. Meet and transfer to Sapa (38km), the former hill station discovered by the French at height of 1.600 m above sea level Check-in hotel to relax 19

at leisure. In the afternoon, soft trek to Ham Rong mountain and Cat Cat village inhabited by ______, enjoy the waterfall in Catcat and the nice landscapes of green forests and mountain and fresh atmosphere here. Back to Sapa by _______ Day 3: Trekking & Homestay (Breakfast/Lunch/Dinner) After having breakfast, start _____ uphill to Y Linh Ho and Muong Hoa Valley through rice paddies and small hamlets to study life of hill tribes here. Communication exchange with local people in Lao Chai village. After having picnic lunch carried by the tour guide, continuing trekking through villages and rice terraced fields to ______ village settled by Dzay ethnic minorities. Enjoy 1 night homestay with a local family and delicious food cooked by the tour guide. Day 4: Trekking & Back to Sapa - Hanoi(Breakfast/Lunch) Waking up early morning to enjoy cool mountain air and bird singing. Trekking uphill to many _______ and through bamboo forest, going down to Giang Ta Chai village of Red Dzao people. After a short village tours, coming back to the main road where jeep awaiting you to transfer back to Sapa. At _____, Transfer to Lao Cai railway station to catch night train back to Hanoi. Day 5: Hanoi- Ho Chi Minh There is free time for you to relax or further explore Ha Noi. The trip ends after your transfer to Noi Bai Airport for dep. to Tan Son Nhat airport.

Words lists Complex (n) Mausoleum (n) Ethnic minority (n) Paddy Hamlet Terraced field Foster (v) Negotiate Administration

khu liên hợp lăng , mộ dân tộc thiểu số ruộng lúa, gạo xóm, thôn,làng ruộng bậc thang khuyến khích, thúc đẩy, cổ vũ đàm phán,thương lượng quản lý hành chánh


Unit 3

TOUR OPERATION - EXECUTION WARM UP You are a tour operator with a very varied clientele. Read the information below about three different groups and decide what possible preferences they will have Consider Type of hotel: motel or conference, or deluxe etc Board : bed and breakfast, half-board etc Room: type, location, facilities, serur vices, extras Use of facilities: conference rooms, function rooms, restaurants .etc Optional tours: theotre, sightseeing, museums, shopping etc Group 1: A group of students on an educational and cultural tour Group 2: A group of elderly people visiting the city on a weekend package, including a visit to a variety show and a night in a hotel Group 3: a group of people of various ages on a cycling holiday. Pronunciation 1- Listen to the conversation and circle the cluster , e.g scream in the sentences below: A: How are you travelling, Trevor? B: By train. The twelve twenty. A: Shall I drive you to the station? B: In all this dreadful traffic? Oh, no- I’ll try to get a taxi. A: It’s no trouble. Of course, if you don’t trust my driving… B: oh, I trust your driving, all right. A: Fine, Twelve at your flat, then? B: Thanks. But Tricia, the trip realy is tremendously important and … A: Mm? B: Well, the train really does leave at twelve twenty. ( extracted from elements of pronunciation)

2- Add one consonant to the start of each word to make a new word in the pictures. Be careful : think of sounds, not spelling! Example: red -> bread ( red /red/ + b = bread /bred/) a. lie

b. lock

c. rain

d. lime


e. late

f. route


1- Listen and complete the group check-in list below Group name: Endo Group Passport list collected:…………………………. Tour leader’s name and room no Yes/no………………………………………….. ………………………………… Voucher collected …………………………….. Checked in by ………………………………... Group rooms allocated by ..Reception Manager

Food & Beverage bleep answered by ……………………………………. Additional remarks

Room : Single : 27


Twin : 10 Triple : 2 Suites : Total : 39 Room list to ………………………………

………………………………………. ………………………………………. ………………………………………. ………………………………………. Supervisor’s signature ………………………………………. ( Extracted from HIGH SEASON)

2- Carla, a tour operator that specializes in holidays to far-away exotic destinations, is talking on the phone to Peter Nicholson, the Reservations manager of a major airline, to arrange a meeting and set the agenda for negotiating next season’s contract. Listen and decide what order you think the stages will occur in the conversation. a. identify areas of discussion/set the agenda b. confirm arrangements and say goodbye c. introduce the main reason for the call d. arrange place for the meeting e. arrange time of the meeting f. introductions and polite chat g. check who will be coming and if any special materials are needed 3- Listen again and complete the spaces in this meeting planner a. Subject: charter arrangements for next season b. Date: ………………………………….. c. Time: ………………………………… d. Venue: …………………………………. e. People present …………………………. ( Extracted from listening task in GOING INTERNATIONAL)



Read this welcome letter and itinerary for a special group staying at the Copthorne Tara hotel in London and answer the questions which follow: Welcome to London! Enclosed with this letter you will find a map of London and general information which I hope will be of use during your stay. Today you will be taken direct to your hotel where assistance will be given with check-in. The reminder of the day will be free for you to relax after your flight, for shopping or independent sightseeing. The programme during your visit will be as shown below. Departure of all tours and transfers will be from the Groups Lounge on the ground floor of the hotel. The university of South Carolina Hospitality Desk, situated in the Groups Lounge, will be staffed for four hours from arrival for any assistance or information you my require or if you wish to book the optional tours. There will be someone to assist at the following times during your stay: Thursday

5 March – Four hours from arrival


6 March – 1:00pm - 5:00pm


7 March – 12:30pm - 4:30pm


8 March – 8:00am – 12:00 pm


9 March - 8:00am – 12:00 pm


10 March - 8:00am – 12:00 pm

Breakfast is included daily and will be served in the Brasserie on the ground floor of the hotel between 7am and 10:30 am Friday, 6 March 199__ 9 .00 am.

Depart for an optional meeting tour of the city of London. Afternoon at leisure

Saturday , 7 March 199__ 9.00 am

Depart for a morning tour of London’s West End, included for everyone. Afternoon at leisure.

Sunday, 8 March 199__ 8.30 am

Depart for an optional full-day Bath and Stonehenge tour

Monday , 9 March 199__ 9.00 am

Depart fro an optional morning Windsor tour. Afternoon at leisure

8.00 pm

Evening at the theatre included for everyone. The performance of the musical ‘ 5 Guys named Moe’ commences at 8.00 pm at the Lyric Theotre, Shaftesbury Avenue. Please make your own way to and from the theotre by taxi or tube ( nearest station Piccadilly Circus)

Tuesday, 10 March 199__ 8.30 am

Depart for an optional full-day Oxford and Stratford tour

Wednesday , 11 March


Departure details will be shown on the hospitality board at the university of south Carolina hospitality desk 10.15 am

flight US 1161 Departs for Charlotte

I hope you have a very enjoyable stay and look forward to welcoming you back to London in the not too different future Yours sincerely,

Sue Hadow Sue Hadow Travel co-ordinator

1- Read the text and answer the following questions a. What do guests receive on arrival? b. Where is the usual ‘meeting point’ for the group during their stay? c. Why is the hospitality desk not open on Saturday morning? d. Which meals are included in the cost? e. On which days are they completely free to do what they want? 2. Find formal words or expressions in the text which means a. help (verb) c. leave e. begins b. the rest d. free f. soon (Extracted from High Season)

Reading 2 1- Which of the following words would you expect to find in a text with the title “ The tour operator? Budget fixed pricing flight institution Sell profit retail customer alliance Revenue variable brand passenger negotiate The tour operator From the 1950s onwards tour operators have been very useful to transport carriers, especially airlines. If a carrier knows he will have vacant seats on a journey, rather than leave them empty it is worth offering them at almost any price to someone who can fill them. Let us take an example. Example Suppose the fixed cost of flying a 100 seat plane from London to Athens and back is $8,000 ( that includes capital costs, fuel, crew’s wages and so on). Suppose also the additional, or variable, cost per passenger is $ 10 (to cover writing a ticket, in-flight refreshments and so on). If the airline wants to budget for a small profit and know it normally sells sixty seats, then the pricing looks like this: Fixed cost ……………………... $8,000 60 passengers x $10…………… 600 Cost of return flight ………..….$ 8,600 Sell 60 tickets at $ 144 each ……$8640 Profit …………………………..… $ 40


Of course, if only fifty- nine passengers show up then sales drop by $ 144 cots by only $10, and the airline loses $94. This is a very risky business! This is where the tour operator proves useful. By agreeing to purchase in bulk, say, twenty – five seats, h can virtually ensure that the airline will fly at a profit. The question arises: what should the ticket price be? As far as the airline is concerned anything above $10 a head will be profitable, as the fixed costs are already paid for. The tour operator will want the lowest price possible to ensure he can resell all twenty-five seats. Obviously customers are not willing to pay anything like $ 144 or else they would already have bought tickets directly from the airline. Perhaps airline and tour operator negotiate and fix a price of $60 per head. The airline‘s budget now looks like this: Fixed cost ………………………………….. $8,000 85 passengers x $10………………………… 850 Cost of return flight ………………………...$ 8,850 Sell 60 tickets at $ 144 each ……………….. $8640 Sell 25 tickets to tour operator at $60 each $.. 1,500 Revenue …………………………………….$10,140 Profit ……………………….……………… $ 1,290

Assuming the tour operator will resell all his twenty – five seats The airline should now be very happy ; even if it loses three or four passengers it will still be in profit. The tour operator now has the onus of selling the seats, which may entail 40 heavy costs, but as long as he is sensible he should be able to resell at a reasonable and profitable price. To ensure that tour operators do not poach carriers’ existing passengers, carriers have in the past imposed various conditions on the resale of tickets. The main condition has been that the operator must build the journey in as part of a package or IT. Other conciliations from time to time have been: a. a fixed or minimum length of stay permitted at the destination b. a minimum or maximum advance booking period c. a minimum price at which the IT can be sold d. stipulation of the type of customer ( such as a group) These conditions have all been used to protect carriers’ existing business, but have been progressively relaxed as tour operator and carriers have become more interdependent.


From filling empty seats on a particular journey, tour operators progressed to chartering whole planes or other vehicles that were unused for a period of time. The proportion of fixed costs, and consequently the potential saving in ticket price, was rather less, but still provided carriers and operators with exploitable opportunities. Eventually many tour operators came to own their own planes, coaches or railway carriages. The economic value of this lies not in the discount buying as above but in economies of scale, controlling one’s own transport and ensuring it is fully and efficiently used. ( the business of Tourism, Holloway, J.chiristopher(Mac Doanald &Evans)2nd ,edn, 1985)

2- Why it is in an airline’s best interest to sell seats ‘at almost any price’ rather than leave them empty? 3- in what ways are tour operators ‘useful’ to airline companies? 4- The following part of the budget for a coach tour. Coach capacity ………….. 50 Fixed costs…………………$ 1,500 Variable costs…………….. $ 5 per passenger a. If the operator knows in advance that 30 seats can be sold and wants to budget for a profit of $ 150 , at what price whole the individual seats be sold? b. Suppose a social club now offers to buy the remaining 20 seats at $35 each. How much additional profit will that produce for the coach operator? 5- Why do airlines sometimes impose conditions on tour operators who buy blocks of seats from them? 6- Find words or phrases in the text which, in context, are closest in meaning to the following: a. buy tickets as expected ( paragraph 3) b. a large number at the same time ( para. 4) c. per passenger ( para. 5) d. responsibility ( para. 8) e. lead to ( para. 8) f. persuade someone to switch ( para.9) g. precondition (para.0) h.used as a basis for making money (para.11) (Extracted from reading task in TOURISM – Neil McBurney)

Reading 3 Read the letter below from the Managing Director of the hotel Sebastopol. Fill in the gaps with the correct word from the list Attract, addition, inform, leaflet, facilities, popular, sending, offer, attracting, unknown, appearance, located. 26



Bedhillion 48600 Grandrieu Lozere, France

Tel: (33) 230016 Telecopie: (33) 231889

23 March 199….. Underhill Holidays Broadview Apartments 1800 30th street Boulder Colorado 80391 USA Dear sir Having seen your new ‘Eurobreaks’ brochure, we are writing to _________ you that we would be very interested in _________ your company to this area of France and to our hotel, in particular. We are _____ in an area which we believe would be very _____ with American tourists , but which is relative ____. We manage to ____ visitors from Canada an Australia but so far there are no American operators ____ people to the area. In ____ to the beautiful countryside, we have fishing, hiking, and plenty of outdoor sports activities on ___ . We find that our Australian and Canadian guests really appreciate the French countryside, particularly in summer. Our hotel is one of the largest in the region and boasts 130 rooms, all with en suite ____ . To give you a clearer idea of the hotel’s _____, I enclose an up-to-date _____ with full colour illustrations. We look forward to hearing from you. Yours faithfully

Christien Dessenon Managing Director Hotel Sebastopol (Extracted from reading task in HIGH SEASON)

Word study There are some examples of formal written language which might be seen on the hospitality board of an inclusive tours group. Explain each sentence in a less formal way. Example: ‘ the hospitality desk will be staffed for four hours from arrival’. This means that a member of staff will be there for four hours after the group arrives. a. Enquire at Reception for further details b. Itinerary subject to alteration at short notice c. Non-refundable deposit payable at time of reservation 27

d. All rates subject to VAT e. Smokers are requested to refrain from smoking in communal areas f. No gratuities to staff g. Optional tours subject to adequate demand h. Special rates available for OAPs i. Lunch voucher valid on stated days only j. The management reserves the right to refuse admission (notice outside hotel disco) (Extracted from HIGH SEASON)

SPEAKING- OUTPUT TASK Your are going to role- play the preliminary negotiations between a tour operator and the representative of a hotel chain. There will be 3 stages: arrange meeting, set agenda, the actual negotiation. Devide into three groups. A : tour operator, secretaries ( C) and hotel representative (B) A : tour operators Your objectives are: - a larger allocation of rooms – 50% night in high season - a range of types of accommodation ( e.g self-catering, family rooms, half board,etc) - shorter release dates - a contribution to advertising cost - extras in the room ( bottle of win, basket of fruit, etc ) - clear idea of the hotel’s recreational and leisure facilities B- Hotel representative Your objectives are - set allocation – 60 rooms per night in high season? - promote new self-catering villa complex - limited credit period - tell tour operator about new recreational facilities - a more prominent display in the operator’s brochure C- Secretaries Your role will be to monitor and record the meeting. To do this, you will need to - take notes, and in particular record any decisions that are made - make sure that both sides understand each other and don’t get angry or unreasonable. How will you do this? - look for areas where the two sides agree - or where a compromise can be made ( Extracted from GOING INTERNATIONAL)

WORD LIST Discernible : noticeable: có thể nhận thấy Escorting: going with= hộ tống Hospitality board: notice board which gives information= bảng thông tin 28

Unit 4 LOCAL TOUR Warm up What are the five most popular tourist attractions in your city or region? Note down what you would tell a visitor about the attractions by answering the questions below: 1. Why are they popular? 2. What kind of people enjoy them most? 3. What is the best time to go there? 4. How do you get there? Vocabulary 1- Decide which of these adjectives you would use in a holiday advertisement or brochure. Which places would you use it to describe? attractive beautiful cloudy crowded delicious delightful depressing dusty exciting fertile hospitable relaxing refreshing remote sunny warm 2- Explain the difference between each of these Paris of sights and attractions Art gallery and historical museum Theme park and national park Mountain and hill Market and shopping centre Lake and pond ( extracted from WELCOME- LeoJones)

3- Read and underline the words or phrases describing the attractions. Self- discovery through lacquer Seasonal variations are the title of a solo exhibition of lacquer works by Vo Xuan Huy at Tu Do Gallery, 53 Ho Tung Mau St. D.1, and HCMC. A graduate of Hue college of Fine Arts, Hay has had exhibitions in Vietnam and abroad, including Thailand, France and Holland. He says the process for creating his works goes through three main stages – sketching and colouring, covering the picture with a layer of lacquer primer to blend the materials and flattening the surface so the images appear in a new form , with new colour and new shapes. “Seasonal variations are the way I express myself, find out about myself and ultimately recreate myself in my quest to find beauty in lacquer,” Huy says. The exhibition of 25 works in on until 14 April Installed 29

Installations by Trong Gia Nguyen, Food for thought, will be presented at Galerie Quynh (65 De Tham, D1. HCMC) till March 14, including hand-decorated ‘cakes’ with personalised texts, writing on plates of ‘spaghetti and meatballs’ and transparent bags containing rice grains with words on them. What food says and what is inferred. Born in Saigon in 1971, Trong Gia Nguyen graduated from the university of South Florida. His works have been seen in Iceland, Havana and New York. Singing with a twist Singer Summer Mencher, from Sand Diego, California, describes her music as a mix of Incubus and Tori Amos, with a twist. Her repertoire includes Middle Eastern tones, unique harmonic twists and turns, with an occasional rock and hip-hop edge. Park Hyatt Hotel, Saigon, nightly except Tuesdays, 8pm till late, till 13 April. Burning effigies Thien Hau pagoda at 710 Nguyen Trai St. D.5, HCMC, is one of the oldest Chinese pagodas in Saigon. Many Chinese people are expected to come to its festival at on 17 April ( 8am – 5pm), where they will admire effigies of Ong Thien ( The Good God) and Ong Ac ( The Evil God), each some 3m long. The effigies are ritually burned at the end of the festival. (Extracted from THE GUIDE – April 2009)

The most popular museum for tourists seems to be the War Remnant Museum, 28 Vo Van Tan. There is a good collection of military equipment outside, and on the inside are rooms with pictures mostly of war crimes, the results of the use of Agent Orange, torture, and other unsavory items. A model of the infamous tiger cages gives a good idea of how some political prisoners were housed. A walk through take about two hours and a strong stomach. There is a small admission fee. Stores In addition to the Central Market and The Old Market,the Russian Market store , on the south corner of Le Loi and Nguyen Hue is also popular. Basically a group of private concessions, you can find almost anything , from books and bicycles to stationery and VCDs at marked prices. One block down Le Loi towards the Central Market is the intershop, which was the first true supermarket in Saigon. Aside from these two giants, most of the shops and stores in the city are family operations, set up on the ground floors of houses. For a Western style experience , try Diamond Plaza on Le Duan St. near Notre Dame Cathedral. Three floors with escalators, plus a bowling alley. ( Extracted from SAIGON – a guide book)


PRONUNCIATION 1- Add one of the sounds from the box after the consonant at the start of these words to make other words. Think of sounds, not spelling /k/,/l/ /r//p//t/ Example : die -> dry a. back b. fight

c. fat

d. go

e. pain

f. pay g. two h. say i. sin j. send 2- Listen and circle the word you hear a. The glass/gas is green e. The dirt came off in the steam / stream b. I don’t want to play/pay

f. she didn’t want to stay/say

c. It was a terrible fight/fright

g. The pain/plane went down

d. The tooth/truth is out! h. I can’t sell/smell anything 3- Listen and tick the sentence or phrase you hear A or B A


That slow bus

That’s a low bus

An ice-cream

A nicer cream

That spot

That’s a pot

That street

That’s a treat

She loves the States

She loves the estates

Small stream

A smaller stream

Slow speech

A slower speech

Straight street

A straighter street ( Extracted from tasks- p.57- English pronunciation in use)

LISTENING 1- Listen to the guide on a tourist boat on a sight seeing trip in central Stockholm, and put the attractions into the order in which they mentioned by the guide a. The lock f. Museum of Modern Art b. Town Hall g. German Church c. Grand Hotel h. National Museum d. Oldest house in Stockholm i. Royal palace e. Former Parliament Building j. Central Station ( Extracted from English for the hotel and tourist industry)

2- Listen and indicate whether these statements are T rue (T) or False (F) a. The driver’s name is Tom b. The air- conditioning needs to be adjusted c. St. Michael’s Church was built in 1671 d. One of the historic houses was built by by George Washington e. The Battery is also known as “ White Point Gardens” f. The tour arrives at the Calhoun Mansion at 4p.m 31

g. The Charles Towne Landing is on the other side of the river h. At the end, the guide takes the group shopping (Extracted from HIGH SEASON)

3- Listen to the answer phone messages and fill out the chart below No.

Date of job

Details of job

Who to contact

Phone number

1 2 3 4 5 6 (Extracted from GOING INTERNATIONAL)

READING Read and answer the questions: 1- When were the attractions built? 2- How can we visit the attractions? 3- What can we see there? 4- Why should we go there? CU CHI TUNNEL The Cu Chi tunnel complex was a 250 kilometer system which honeycombed the area from the Cambodian Border to within 20miles of Saigon. Started in 1948, the tunnels provided a refuge for the Viet Cong guerrillas from the constant bombing and operations of allied troops in the Iron Triangle and War Zone C. They also were the staging area for the Tet Offensive against Saigon in 1968. The segment which is now open to the public is a head quarters area about one and a half hours drive from downtown. One 50 meter stretch of tunnel has been enlarged for Western physiques, and gives a good inkling of what conditions some VC lived and fought in. Definitely a worthwhile trip. Reunification Hall The presidential palace, now called Reunification Hall, is open to tourists except when being used for governmental meetings or conventions. It was built over the ruins of the old Norodom Palace, which was bombed in 1962 by a dissident Air Force Pilot fed up with President Diem. Finished in 1968 and vacated by President Thieu in 1975, it has been kept intact as it was before Liberation, from the operations room in the basement to the family disco on the top floor. The iron gates look just as they did


before a North Vietnamese T-54 tank crashed through them on April 30 1975. Enter left side of main gate House of Dragon( Nha Rong) It was Nha Rong wharf that the young patriot Nguyen Tat Thanh ( President Ho Chi Minh later) left Viet Nam to go abroad to seek the way to liberate the country. House of Dragon was built in 1963 for the French shipping company Messageries Maritimes. It is wonderful building on the waterfront set in beautiful gardens. Inside , there is a museum dedicated to Ho Chi Minh’s life. There are some interesting early pictures of Saigon, as well as a copy of the Declaration of Independence which Uncle Ho used at the end of the Second World War to declare Vietnamese independence from France. ( Extracted from SAIGON- a guide book, English for tourist guides)

SPEAKING TASK Example of introduction Good morning, laddies and gentlemen, my name’s A and I’ll be your guide for today’s tour. We are now leaving Ho Chi Minh City on our way to the Cu Chi tunnels and the Cao Dai Great Temple. The tour starts at around 8am and we expect to get back to the hotel about 5pm. Our first stop is Cu Chi tunnels and we should arrive there in about one hour and a half. We will be having lunch in the Cao Dai Great Temple in Tay Ninh and then tour the temple. I sincerely hope that you enjoy the tour and that you won’t hesitate to ask me if you have any questions or problems. Now sit back, relax and enjoy the view. Study the above example and prepare a city tour for your clients of 30 people. Word list allied troops Conventions( n) : declare(v ) Honeycombed (a) inkling(n) lacquer primer(n) refuge(n) segment ultimately(a) Vacated (v)

quân đội đồng minh, liên minh hội nghị tuyên bố rổ tổ ong một thoáng, ý niệm sơn mài nơi trú ẩn phân đoạn một cách cơ bản, rốt cuộc bỏ trống


constant(a) cố định, nhất quán Crashed (v) va chạm Guerrillas (n) du kích infer(v) suy luận, suy ra intact(a) không bị ảnh hưởng physique(n) vóc người, thể lực repertoire(n) vốn tiết mục transparent (a) trong suốt unsavoury(a) nhạt nhẽo

Unit 5 THE OTHER LOCAL TOUR Warm up 1-What do you know about the three places in the pictures? 2- Why do you think tourists would visit them? READING Which of the provinces is best for visitors who want to 1- get as close as possible to ordinary Vietnamese people? 2- understand the cultural belief of Vietnamese people? 3- unwind after stressful time of work? Nha Trang , a coastal city, capital of Khanh Hoa Province is well known for its pristine beaches and excellent scuba diving and is fast becoming a popular destination for international tourists, attracting large numbers of backpackers as well as more affluent travelers on the Southeast Asia circuit. It is already very popular with Vietnamese tourists. Nha Trang Bay is widely considered as amongst the world's most beautiful bays. Tourists are welcome to participate in the Sea Festival, held biennially. Nha Trang was the site of the Miss Universe 2008 Pageant on July 14, 2008 and it will also host Miss Earth 2010. Historically, the city was known as Kauthara under the Champa. The city is still home to the famous Po Nagar Tower built by the Champa. Being a coastal city, Nha Trang is a center for marine science based at the Nha Trang Oceanography Institute. The Hon Mun marine protected area is one of four first marine protected areas in the world admitted by the IUCN. Commercial flights to Nha Trang no longer use the city's municipal airport, but fly to the larger Cam Ranh International Airport, a former U.S. Air Force Base (built during the Vietnam War) located approximately 35 km south of Nha . The French-Swiss bacteriologist Alexandre Yersin (who discovered the Yersinia pestis bacterium) identified himself with Nha Trang's life for 50 years (affectionately known as Ông Năm). He established the Indochina Pasteur Institute (now known as the Nha Trang Pasteur Institute) devoted to research on the bubonic plague. Yersin died in Nha Trang on March 1, 1943. A street in the city is named after him, there is a shrine located next to his tomb, and his house has been converted into the Yersin Museum With mountain descending into clear waters of bay on each end of a spectacular beach, nha tran ia a resort worth a visit. ( Extracted from internet web page, )


Together with Cai Be and Phung Hiep, Cai Rang Floating Market in Can Tho City is one of the three biggest in the Mekong Delta. The shops and stalls at these markets are boats of different sizes. Cai Rang Floating Market is open all day but it is busiest from sunrise to about 9am. The main items sold there are farm products and specialties of Cai Rang Town, Chau Thanh District and neighboring areas. Every boat has a long upright pole at its bow on which samples of the goods for sale are hung. Sellers do not have to cry out about their goods because their goods can be seen in a distance and their cries would not be heard in the vastness of the river and the noise of boat engines. Small boats that sell beer, soft drinks and wine go among the other boats to serve market-goers and visitors. The most common goods sold are fruit. Big boats are the wholesalers, selling fruit to dealers from neighboring provinces. Each boat is loaded with plenty of seasonal goods. Activities at the market are also an occasion for tourists to study the cultural aspects of southerners. To visit Cai Rang Floating Market, visitors can join a tour of the Mekong Delta. On the way to Can Tho, visitors can stop to visit My Tho and take a boat trip to visit orchards, bee farms and coconut candy establishments in Ben Tre. Visitors can also explore Can Tho on their own by taking a coach. In Can Tho, besides Cai Rang Floating Market, Visitors can visit other places such as Can Tho Market, Ninh Kieu Quay, Binh Thuy Temple, and private tourist gardens. In these gardens, visitors can walk, breathe fresh air, enjoy different kinds of fruits and countryside specialties and stay at nice guest houses in the shade of trees. (extracted from internet website

Bac Ninh Province , the homeland of Quan ho art, is a magnet for enterpreneurs who want to give their businesses a head start. In springtime, the number of vistors coming to Ba Chua Kho Temple in Cỗ Mễ village has increased dramatically, mostly during the festive season ( from December until February ) , according to the lunar calendar. Ba Chua Kho, 20 km north of Ha Noi, is a typical Le Dynasty temple with its three – door gate, a big yard and curved roofs. The building stands at the foot of Kho Mountain, which faces south and overlooks a field winding around the Cau river, a tributary of the Red River. The façade may not be very different from the other temples in the area but there’s something extra special about Ba Chua Kho which draws thousands of visitors every year. According to the legend, Ba Chua Kho was a queen of one of the Ly Dynasty kings. She was both beautiful and intelligent. During the war against the Tong people 35

from China, the King asked the queen to look after the country’s food store. After the enemy was defeated , she helped people rebuild their lives and resotre food production. To do this, the queen called on local people to prepare an area of wilderness for cultivation. This piece of land she called Co Me village. Ba Chu Kho finally met her end on 12 january 1077, when she was killed by enemy troops whild distibuting food to local people. Villagers in Co Me built a temple on the place where the food store had been kept. They called her Ba Chua Kho, which means Lord of the store. Ever since then visitors have come to the temple to pray for good luck for their business plans. In their prayers, they tell the queen about their business idea and the sum of money they want to invest in it. At the end of the year, they come back to thank her and pay her back the money that they had borrowed. No one knows how many people can attribute their riches to Ba Chua Kho- there are people who succeed and of course, some who fail. The one thing that does unite the visitors to this temple is their shared belief and faith in century- old tradition. (Extracted from VIETNAM- DISCOVERY- March Issue 85)

Word study Use the words and phrases below to complete the standards of performance adveie sheet to tour guides from a training manual. Anecdotes first-aid kit rapport Gestures seat belts clarity Sense of humour eye contact tone Standard of performance

body language hazards microphone

Aim: to inform , entertain, and care for visitors, and enhance their experience - Establish a welcoming _____ with the group by smiling when you greet the group and introducing yourself and the driver -Use open _____ - do not fould arms, do not keep hands in pockets - Control hand and arm ____ - Check that the ___ is switched on and working, and adjust it to ensure _____ - Make sure that you are looking at everyone and establish ___ when talking to the group - Use voice correctly iwht a veriety of pitch and a lively ____ - Be enthusiastic and use your ____ to entertain and make the group smile and laugh when appropriate - Tell stories and ___ , but try not to make them too long. - Inform group about safety, use of ___ on the coach, ___ , and emergency procedures - Warn group of ____ , e.g. while walking and getting off the coach. ( Extracted from Tourism 2- Robin Walker and Keith Harding)


VOCABULARY Food Vegetables and grain/seeds


dairy products


Meat Salt

seasoning black pepper



Arrange the ingredients below into the correct group Aubergine lamb prawns cheese Pulses chicken oliver oil rice Onion sausage Cream garlic PRONUNCIATION

crab pork


oranges yogurt

lobster courgette sausage cereal

1- Listen to the chant. Focus on the unstressed word and mark link-up words Shopping list Some milk and eggs A tin of peas A snack for lunch Some fruit and cheese The loaf of bread A jar of jam Some juice ot drink A piece of ham Some pears or grapes Some beans and rice A can of beer As cold as ice 2- Write the correct sentences Example: We had beans an ice -> We had beans and rice a. We had a nice cup a tea b. I don’t want a go out tonight c. I need a drinker water d. We cok to chicken. e. He can’t cooker meal. 37

f. come in an sit down 3- Listen and mark link-up words for the poem There was an old man called Greg, Who tried to break open an egg He kicked it around, But fell on the ground, And found that he’d broken a leg. ( extracted from English pronunciation in use)

LISTENING 1- Listen and make notes about its ingredients and accompaniment 2- Listen to a guide describing the Festa del Redentore in Venice. As you listen, follow the written text and indicate places where the guide a. adds something that is not in the text [] b. misses out, changes, or uses different words[__] the first paragraph is done for you as an example FESTA DEL REDENTORE Introduction  The Festa del Redentore – the Festival of the Redeemer – is a high point of the Venice summer. Thanks to a spectacular firework display the Redentore is a major tourist attraction. History From 1575 – 77, Venice was hit by a terrible plague which killed more than a third of the city’s inhabitants. In 1576, the city’s leader, the Doge, promised to erect a church dedicated to the Redeemer, in return for help in ending the plague. On July 13, 1577, the plague was declared over, and work began to construct the chuch. It was decided that Venice would forever give thanks on the third Sunday of July. What happens Form early on the Saturday, boats are decorated with flowers, lanterns, and balloons. St Mark’s lagoon fills with as many as two thousand boats , their occupants eating and drinking as they wait for the traditional spectacular display of fireworks. ( Arrangements can easily be made through your hotel for an evening with dinner on a boat). At around 11:30pm, the display begins and th lagoon becomes one of the most atmospheric stages in the world, fireworks illuminating the spires, domes and bell towers of the city. On Sunday, a pontoon of decorated gondolas and other boats is strung across the Giudecca canal to allow the faithful to walk to the church of the Redentore. The clmax of the festival is the mass held in the presence of the Patriarch of Venice, a reminder that the Festa has a serious side. 38

( extracted from TOURISM 2- Robin Walker and Keith Harding)

3- At which stage of a tour would you expect to hear the expressions listed below? 1. when checking arrangement with other tourism service providers( eg. Hotel) 2.when talking to passengers at the start of the tour 3. when talking to passengers during the trip 4. when talking to Head office ( tour operator) 5. when talking to passengers when getting off the coach Exercise 3

Exercise 4

If you look to your left in a moment, you’ll see.. Hi, this is Sarah, the guide from Galloway Tours Please be back on the coach in 30 minutes’ time Can you all hear me, Ok? If that’s a problem, call me back on the mobile Is the temperature ok? While I’ve got you, can I just check sth else? We’re going to take a break here For the mometn, just sit back and relax Hi, this is Sara again. There’s another problem So I’ll tell you something about I’m just checking you got my message Your driver today is Ken Please be careful as you get off 4- Listen again and write the number of conversation in equivalent order (Extracted from Tourism 2)

Practice activities: play a role as guider in Phu Quoc Island, Tay Ninh Phan Thiet, Nha trang, Hoi An, Hue, Quang Binh, Quang Ninh, Ha noi Word lists

Plague: Lagoon: Pontoon: Gondola Patriarch Municipal (A)

bệnh dịch phá( vùng nước biển được bao bọc bởi đất liền thuyền phao thuyền đáy bằng, giở khinh khí cầu tộc trưởng thuộc thành phố



OUTBOUND- THE CUSTOMS REGULATION Warm up Can you identify the symbol of airport and travel.? Some keyword below will help you information, inspector, letter, lounge, luggage, mail, mailbox, martini, money, pound, security, shoe shine, sign, suitcase, symbol, taxi, transportation, travel, gift, food, exchange, escalator, duty free, drink, dollar, desk, design element, customs, currency, claim, check-in, cash, cart, cab, bus, book, beverage, bar, baggage, atm, airport . READING Read the leaflet above and fill in the column in the chart below P= permitted, X = completedly banned, R = restricted Item

The UK

Small handgun with ammunition A family pet ( a cat) Antique pistol ( not functioning) A box of 200 cigarettes A pornographic magazine/video A kitchen knife A flick – knife A salami sausage ( weight = 2 kg) Two litres of vodka A kilo of fresh oranges A souvenir painting ( worth $ 400) A CB radio


Travelling to the UK from outside the EU

The customs allowance- For Prohibited and restricted goods travellers arriving from outside the EU from outside the EU

You have to go through Custom if you arrive in the Uk after travelling from or through a country that is not in the EU. You must declare: - Any goods over the allowances listed on page 6 that you have bought in a country that is not in the EU -Any prohibited or restricted goods - Any commercial goods If you have something to declare, go to the read point or into the red channel. Only go through the green ( nothing to declare) channel if you are sure that you have no more than the customs allowances and no prohibited, restricted, or commercial goods. If you arrive by air and are transfering to a flight to another EU country, you do not collect your hold baggage until you reach you final destination. At the transfer point, you only have to declare goods in you cabin baggage. At you final destination, you must declare goods in you hold baggage. This is usually the same if you are transferring to a UK domestic flight, but in some cases Customs must clear both your cabin baggage and your hold baggage at the transfer point. The airline will tell you when this is necessary. You may be arriving with goods for your personal use that you have bought and paid duty and tax on in another EU country. you will not have to pay any more duty or tax as long as you can show. If customs ask you to, that you have paid duty and tax( by producing the receipt,) and that the goods are for your personal use.

200 cigarettes or 100 cigarillos or 50 cigas or 250g of tobacco 2 litres of still table wine 1 litre of spirits or strong liquer over 22% volume or 2 litres of fortifier wine, sparkling wine, or other liquers 60cc/ml of perfume 250cc/ml of toilet water $136 worth of all other goods including gifts and souvenirs PEOPLE UNDER 17 CAN NOT HAVE THE TOBACCO OR ALCOHOL ALLOWANCE All other goods If you bring something in worth more than the limit of $136, you will have to pay charges on the full value not just on the value above 136. If you are travelling as family or group, you cannot pool your individual allowances toward an item worth more than the limit. You will have to pay charges on the full value of the item.

Certain goods are prohibited or restricted to protect health and the environment. We cannot list all the goods involved but we have listed some of them below. Prohibited goods ( that is, goods which are banned completely): Unlicensed drugs, such as heroin, morphine, cocaine, cannabis, amphetamines, barbiturates, and LSD. Offensive weapons, wich as flick-knives, swordsticks, knuckledusters, and some martial arets equipment. Obscene material, and indecent and obsene material featureing children, such as books, magazines, films, videotapes, laser discs, and computer software. Counterfeit and copied goods such as watches, clothes, and CDs, also any goods with false marks of their origin. Restricted goods( that is, goods which you cannot import without authority such as a licence): Firearms, explosives, and ammunition, including electric sock devices ( such as stunguns) and gas canisters. Dogs, cats and other animals, including rabbits, mice, rats and gerbils. You must not bring these in unless you have a British import licence. Live birds, including family pets, unless they are covered by a Bristish health import licence. Endangered species, including birds and plants, whether alive or dead, also such things as fur, ivory or leather ( or goods made from them) that have been taken from endangered species. Meat, poultry, and most of their product including bacon, ham, sausages, pate,eggs,milk and cream. But you are allowed 1kg of meat per person as long as it is cooked and in airtight containers. Certain plants and their produce. This includes trees, shrubs, potatoes, certain fruit, bulbs, and seeds. Radio transmitters such as CB radio that are not approved for use in the UK ( extracted from GOING INTERNATIONAL)


PRONUNCIATION 1- Focus on the sounds of the phrase below Her ace -> sounds like -> her race Under age -> Four eyes ->

-> under rage -> four rise

2- The words in the box are hidden in the sentences below. Find them and underline them and write the hidden word after the sentence Wait rage winter yours reach years why rise ride wake Example: the boat’s useless without the oars … yours…. 1. Are you into golf? ………………………………… 2. He has hair over the ears …………………………. 3. It’s starting to ache. ……………………………… 4. I’m not sure I’d agree with you………………….. 5. She has a shower each morning…………………… 6. It’s quarter to eight already. ……………………… 7. Do I owe you anything? ………………………….. 8. Her eyes are a strange colour…………………….. 9. You should know better at your age! ……………. ( extracted from English pronunciation in Use)

LISTENING 1- Listen to a record telephone message giving information on Visa requirements for travellers to the United States. Decide whether the statements are true or false 1. A British citizen only requires a visa if he or she is staying for more thatn 19 days. 2. Citizens from Japan can participate in the visa-waiver programme. 3. You are allowed to work while in the US. 4. You can enter on any airline or sea carrier. 5. You are allowed to make return trips to Mexico while you are in the US. 6. If you need a visa for a holiday the correct visa is a B1/B2 visa. 7. You should get your visa before you buy your travel ticket. 8. If you have alray been refused a visa you will not get one when you apply again. 9. Postal applications take about three weeks. 10. You will need to send your passport when you apply for a visa. 2- Listen to the extracts “ AT THE CHECK-IN DESK” and complete this chart EXTRACT



1 2 3 42


3- Listen to the international etiquette and fill in the table below  for acceptable

x for unacceptable Spain

Egypt/Middle East





Wearing short Wearing shoe Toptless bathing Crossing legs Pointing Blowing nose Kissing (men) Kissing (women) Using left hand to eat Asking for more food Leaving food ( extracted from listening task – GOING INTERNATIONAL)

WORD LIST Ammunition: Counterfeit and copied goods: Etiquette : firearm gas canister gerbil

đạn dược hàng nhái, sao chép nghi thức, phép xã giao súng cầm tay hộp gas chuột nhảy

Offensive weapons: vũ khí tấn công Pistol: súng lục Pornographic/obscence magazine: tạp chí khiêu dâm rabbit thỏ Unlicense drug: thuốc cấm visa-waive: từ bỏ visa


UNIT 7 CAR HIRE Vocabulary Find words , phrases abbreviations that mean 1. four doors with air-conditioning 6. automatic gears 2. somewhere to put extra luggage on top of the car 7. move to a better service cover if you damage the hire car 8.the glass at the front of a car given as first part of a payment 9. the place where the petrol goes 5. an extra charge cover if you injure somebody or damage somebody’s car Description auto/manual Phone price Online price Economy 2dr Manual No air-con

£ 202.00

Customer name: [Jacobson Mr]

Economy 4dr Manual No air-con

Your booking


Destination:[ South Africa] £ 206.00

Pick-up location: [ Cape town airport]


Drop-off location:……………… From : [11 August] to …………

Economy 4dr/a/c Manual

No. of days:…………………… £ 225.00


Age of driver:………………… Car selected:………………….

air-con fitted

Compact 4dr/auto/a/c Manual air-con fitted

Upgrade your car now to £ 374.00

 5- seater 4 dr a/c for only £3 extra per day


Pre-bookable insurance options

 collision damage waiver

IMPORTANT INFORMATION  third-party liability Minimum driver’s age is 21. Drivers 18 -20 will be  holliday auto damage excess waiver subject to a surcharge of R100 per driver.  cancellation protection You car will be supplied with a full tank of fuel and  windscreen replacement cover must be returned full. You will be required to leave a deposit of R,1000. if the car is damaged, you may be charged an Extra payable locally at time of pick-up excess of between R980 and R4,900 depending on the size of the car( unless you purchase the ‘holiday  additional driver auto damage excess waiver’)  baby seat 0 -1 years Credit card payments must be in the name of the  baby seat 1- 3 years lead driver.  child seat 3 years + I confirm that I have read and understood the important information above and the care retals  roof – rack terms and conditions section  (extracted from TOURISM 2)



Care hire Car hire


Delivery/collection office hours.

during General information

Leave the local bus timetables * Cars will normally be behind. Make the most of your Car hire prices do not include delivered to your hotel or holiday! book a car and give * Personal accident insurance apartment between 9am to 12 yourself the freedom to find which can be arranged and noon on the first day of hire secluded beaches, unspoilt paid for in resort. and should be returned or villages and rural landscape. It’s * Car contents insurance, ready for collection by 8pm on the key to real holdiay independence. What’s more,

garaging, reuelling charges, parking and traffic fines.

hiring a car can be excellent * Delivery/collection for out of value for money, and if four of office hours/ which may incur

the last day of hire. If you wish to collect your car on arrival at the resort airport, please make this known at the time of

you share, it could set you back a local charge. booking. just about the same as public * Optional extras such as baby * On delivery of the car, the transport. First choice have seats ( approximately 500 drivers will be asked to sign arranged pre-bookable car hire drachmas a day) roof racks,etc. the car hire company’s terms at special rates for rentals of these extras must be requested of hire, making the rental the either 3 or 7 days. By booking at the time of making your subject of a direct contract in advance, you’ll know just booking and are paid for in between the car hire company what the deal is. resort. and the driver. The vehicle * Petrol deposit of may only be driven by person Car hire prices include: approximately 1,000 drachmas authorised in advance. for a full tank of petrol which How to book will be taken at the time of hire It couldn’t beeasier ! Just and refunded if the car is reserve your car at the time of returned with the same amount making your holiday booking; of fuel. excess for which you may be your car hire arranements and * Charges for additional drivers responsible, against the cost price will then be confirmed on of any damage to the car, Driver requirements your holiday invoice. You will

* Unlimited mileage * Insurance for fire and theft and third party cover * Collision damage waiver( you are protected, subject to any

regardless of the cause but excluding theft, attempted * Drivers must have a full UK theft and vandalism) licence and a minimum 1

received a car hire voucher , along with your documents, about three weeks before your

* Maitenance and replacement in case of break down.

year’s experience. Minimum driving age 21.

departure. This voucher must be handed to the car hire

* Local taxes (excluding local taxes on some extras which


company as proof of reservation when you collect


the car.

are payable locally).

Read the brochure for holidays in Greece and answer the questions 1. Do I have to pay for each kilometre? 2. Is the car insured if it is stolen/ 3. Is the care insured in cse I damage it? 4. Do I need extra insurance in case the car is stolen? 45

5. Will I have to pay any local taxes in local currency? 6. Do I have to collect the car from the car rental office? 7. If I want a cild seat, will it cost extra? 8. Is there an extra charge for more than one driver? 9. Can I rent a car if I’m 20 years old? 10. What do I have to show the car hire company when I collect the car? ( extracted from WELCOME)

Pronunciation 1- Listen and underline the word with a different stress pattern from the other Example : money




a. answer




b. complete c. middle d. compare e. garden f. pronounce g. shampoo

common minute correct granny provide shoulder

careful mission copy guitar promise shower

crazy mistake collect grammar prefer shopping

h. reason remove receive review 2-Read the sentences and decide what stress pattern the words in bold have. Then listen and check Example: I got my first record as a present when I was eleven Record Oo present Oo a. You’ve progressed well this year, but I’d like to see even more progress progressed progress b. We import too much petrol and the country’s export figures are going down import export c. It started as a student protest, bt now the army has rebelled against the government protest rebelled d. In the desert, there is a big contrast between temperatures in the day and at night. Desert contrast e. These companies produce household objects such as fridges and washing machines produce objects (Extracted from English pronunciation in use)

LISTENING 1- Listen to this tourist in Greece enquiring about car rental and answer these question a. What is the advantage of CDW insurance? b. Has the tourist driven on the right before? 46

c. Why are there no group A and B cars available? d. How much will the tourist have to pay in total? LAKIS TOURS All prices are in drachmas Group Type of car A Suzuki SS40 B Ford Fiesta Fiat Uno Suzuki GL 30 Subaro C Nissan Cherry Opel Corsa D Beach Buggy E Suzuki 4x4

Low 40,200 46,900

High 46,900 49,580



60,300 67,000

67,000 71,020

Low season : 1 Jan – 31 March These prices include unlimited mileage, comprehensive insurance , and government tax of 20%. CDW( Collision Damage Waiver) insurance is available at an extrac cost of 6,000 drs per week. Personal insurance is also available. Drivers must be over 21 and have held a full driving licence for at least 1 year. ( Extracted from listening task in FIRST CLASS)

2. Listen to some one picking up a car from the car hire desk at Cape Town airport. Complete the online booking in the part vocabulary 3- Listen again. Complete the questions used b the assistant for each the prompts from a training guide. 1. offer help Can ………………………………………………………………………………? 2. find out name What ……………………………………………………………………………..? 3. Online booking? Was ………………………………………………………………………………? 4. Offer upgrade Would ……………………………………………………………………………? 5. check drop-off. You are going to drop it off in ten days’ time? Is …………………………………………………………………………………? 6. ask age Can you ………………………………………………………………………….? 7. Offer additional insurance Do you …………………………………………………………………………..? 8.Check/offer extras Do you …………………………………………………………………………..? 47

9. Ask age of child How old …………………………………………………………………………..? 10. Anything else? Is there …………………………………………………………………………..? 11. Get signature Could you …………………………………………………………………………..? 12. Ask method of payment How will …………………………………………………………………………..? ( extracted from TOURISM 2)

WHEN THINGS GO WRONG 1- Discuss about What compensation would they be entitle to? a. Their suitcase wasn’t at the airport when they arrived at their holiday destination. It turned up two days later b. Someone stole their passport and wallet on the beach c. They had a bad attack of flu and had to stay in their hotel room for two days d. Their car broke down on the way to the airport and they missed their flight e. The alarm clock didn’t go off and they overslept and missed the flight f. they broke a leg and had to go to hospital. They weren’t able to travel home for a week later than planned g. they had to cancel the holiday a the last minute because one of the party had an accident h. They had to cancel the holiday a the last minute because they discovered their best friend was getting married at the same time i. Because of bad weather the flight was held up for twelve hours j. They were involved in a serious road accident. The hire car they were driving and the car they crashed into were both writen off. One of the party was also permanently injured and unable to work again 2- Read and match these headings below with the paragraphs a. Curtailment e. Medical and other expenses i. personal baggage b. Delayed baggage f. Medical inconvenience benefit j. Personal liability c. Missed departure g.Loss of deposit/cancellation k. Personal money d. Loss of passport h. Personal accident l. Travel delay OUR PREMIUM TRAVEL INSURANCE PLAN PROVIDES 1___ Sometimes your journey may have to be cancelled for reasons beyond your control. If this happens, you are eligible to make a claim.

2____If you have to cut short your trip because of injury or illness, we’ll repay a proportionate amount of your prepaid expenses. 48





permanently 7___Loss of personal money, traveller’s

prevents you from working or results in cheques, and travel tickets ar covered you losing an eye or limb you will be under this section. paid £40,000. should you die as a result 8___ You can claimfor expenses incurred of an accident your beneficiaries will be in obtaining a replacement passport. paid £ 25,000. These benefits are 9___If your baggage is mislaid, we’ll pay reduced if you are under 16 years of up to £100 for emergency purchases and age. compensation for the inconvenience. 4___ Our premium Travel Insurance 10__ You are covred for legal liability for Plan covers medical costs and certain accidental injury to a third party or other expenses that may be incurred accidental damage to their property by an outside the UK indemnity of up to £2,5 million. 5___ If you are sick or injured and have 11 __ IF you cannot reach your to spend time in hospital or confined to your hotel bed, you’ll receive a payment for every complete day 6___ WE provide cover for any loss of personal property. There is a maximum payment for single article and a

international point of departure in time, due to public transport failure,an accident, or mechanical failure involving the car you’re travelling in, up to £1,200 will be paid to help you reach your scheduled destination.

maximum value for valuables and 12___ if your aircraft or boat is delayed photographic equipment. Please ensure for more than 12 hours, a compensation that this is sufficient for your needs. payment will automatically be made ( extracted from GOING INTERNATIONAL)

LISTENING Problem on tour 1- listen to a guide dealing with a problem on a coach. Which of these situation has occurred? a. coach breaks down in the city centre breaks down on the motorway c. driver feels very ill and can’t continue d. one of the passengers faints e. air-conditioning break down f. one of the passengers gets very upset 2- look at this list of guidelines given to tour guides. Listen to the guide again and tick the boxes when the guide demonstrates one of the guideline a. Listen to the customer  b. Apologize  c. Show sympathy and understanding  d. Address the customer by name  e. Explain and clarify  f. Calm the person/people if they are agitated  49

g. Solve the problem or offer a plan of action

h. Use the support of colleagues and supervisors if necessary i. Make sure the customer knows exactly what you’re going to do

 

j. End the discussion

 ( Extracted from TOURISM 2)

SPEAKING Work in pair . Choose one of the situations (or you can invent your own) . what would you say? 1- You have 50 passengers on the coach, but the microphone is not working 2- Some of the passengers say they booked a tour to historic buiding, but you are already heading for a theme park 3-As you are just setting off, there is loud bang from the engine and the coach stops. Word list Protest phản đối Rebell chống đối Collision damage waiver: không thanh toán khi hư hại do va chạm


Unit 8 ALTERNATIVE HOLIDAY AND ADVENTURE HOLIDAY Warm up The word alternative can mean different or unusual. What do you think an alternative holiday might be? Reading Read about two holiday centres in the Greek islands. Tick the activities on the right which each centre offers. Skyros holidays Skyros holidays have a holiday centre on the beautiful Greek island of skyros. The island has long sandy beaches, clear blue water, lush forests, and a calm, relaxing atmosphere. Skyros holidays offer over two hundred courses. Participants have a chance to develop new skills and interests. For those who want something gentle and relaxing, courses include activities such as yoga, meditaion, and music. There are courses inmore practicla and artistic skills like painting, woodcarving, and pottery. And if it’s fun and physical exercise you want, there’s also sailing and swimming. Skyros holidays are informal and friendly. Participants are free to do as much or as little as they please – the emphasis is on creativity, fund and relaxation. As well as the courses, tehre are beach parties and boat trips.

Dear Eva I’m having a great holday here at the Peligoni Club on the island of Zakin thos.The place is very beautiful – this is a very wild part of the island. I’m enjoying a restoration holiday. this includes guided walks in the mountains, yoga and meditation, guitar playing and singing, a swim in a healing sulphur water cove, and even Greek dancing! Yesterday we visited a deserted Ventian monasery and tomorrow we’re going on a boat trip. They also do painting holidays here. It doesn’t matter if you’re not very good the whole island is your studio. And it’s a perfect place for wtersports. You can learn to sail, and thre are courses in windsurfing and water-skiing too. A lot of the villas have swimming pools too, if you don’t’ want to swim in the sea. The accommodation is very comfortable, and the food is great. I don’t want to leave! See you soon. Love, Andrea 51



Peligoni Club

Meditation Music

 

 

Water-skiing Guided walks

 

 

Excursions Creative writing Woodcarving

  

  




 (Extracted from task in TOURISM AND CATERING)

Listening 1- Listen to three of the people about rural tourism. Which speaker a- has a formal tourism qualification? b- is carrying on the work their parents did? c- thinks that their area has a lot of different activities to offer rural tourism visitors? 2- Listen again and make notes about the way each speaker has benefited from rural tourism. ( extracted from listening task in TOURISM 2)

READING 2 1- Which of the provinces is best for visitors who want to a- do things during their stay in rural Vietnam? b- get as close as possible to ordinary Vietnamese people? c- buy authentic souvenirs of rural Vietnamese products? WELCOME TO RURAL VIETNAM Welcome to a corner of Asia where you will find a lifestyle that goes back for centuries. Fishing on the Mekong Delta, farming in Central Vietnam or craft in Bac Ninh province- whatever your own interest , we are sure you will find something to delight you in rural Vietnam Vinh Long province Located between the Tien and Hau rivers, the fertile lands of Vinh Long nourish thousands of fruit orchards,while the countless small islands provide ideal conditions for ecotourism and observing wildlife. In addition, you will be able to observe the centuries – old activities of Southern Vietnam, such as processing rice paper and traditional Vietnamese cooking.


Especially interesting in Vinh Long is the opportunity to stay overnight in local residents’ homes. There is a small but growing number of privates homes that offer home stays. At the moment they provide accommodation and entertainment for up to 150 tourists per night. Quang Nam province For visitors who want to be really active in their holidays, we recommend a visit to one of the vegetable farming villages near the town of Hoi An in the central province of Quang nam. Here for a day you can toil shoulder to shoulder with a Vietnamese farmer. Hosts and guests work the land, planting rice or collecting vegetables that they sell in the local markets. For lunch you get to eat colocynth ( similar to a bitter apple) and a traditinoal dish made of vegetables. Bac ninh province The homeland of Quan ho art has many traditional trade villages. In Xuan Lai village you can find excellent bamboo products, especially from black bamboo, while Phu Lang is famous for its pottery. Thousands of ancient pots have been found here, and even today thre are about 300 families in the village doing pottery work. Tho Ha is famous for pottery, but nowadays it has alos started to produce wine. Another village that is well-known for traditional wines is Van, on the bank of the Cau River. The villagers here are happy to let visitors photograph their wine being made, and to try it or to buy it, but the brewing process itself is a secret. Finally Da Hoi is a must. This 400-year-old trade village is famous for its traditional silk cloth , and women there still raise silkworms and weave fabulous fabrics that they sell. ( extracted from READING task in TOURISM 2)

2- Read the text below. Does it come from a- a guide book?

b. a holiday brochure c. a newspaper article

Ha Long’s high climbers Imagine an existence with no trafic, mobilephones,internet… where you hang between the sky and th sea – on vertical rock face. Enter the world of rock climbing, a sport that is being pioneered in Vietnam by enthusiasts Onslo Carrington and Erik Ferjentsik in one of the country’s most famous natural landscapes, Ha Long Bay. Ha Long Bay is promoted as one of wonders of the natural world – and every visitor to Vietnam knows it. in the summer, the stretch of water between Catba island and 53

Halong city is teeming with junk boats taking thousands of tourists to see the sights. All the commotion can be a bit dizzying at tiems but one small company, Slo Pony Adventures want to take you off the tourist trail to experience the area’s true serenity and calm. Not only do Slo Pony offer professional , honest and friendly services, they also pride themselves in sustainable tourism that aims to help the local community. Slo Pony’s climbing tours include boat rides, kayaking and local cultural expereinces. The most popular package is a full-day rock climbing and kayaking in Ha long bay, which features rest stops on secluded beaches, swimming and cruising through the labyrinth of rock formations in the area. For US$64 per person, you get kayaks for the entire day, lunch, climbing equipment, western-certified climbing guides, music and drybags to keep valuables safe. It’s easy to see why the scenery would appeal to rock climers, with tis secluded beaches, cobalt blue water and of course, the thousands of lime-stone karsts jutting out of the sea. But setting up a business is hard, especially for non-natives, and even more so when your business is the first of its kind. So why did Onslo and Erik do it? Halong is famous for its unique fenling and fencing karst limestone rock formations, says Erik.” What could be better for rock climbing? It’s a match made in heaven. We often make comparision, ‘it’s like diving in the Great Barrier Reef before diving was completely developed there”. Slo Pony have become planted themelses in Halong, grown with the landscape and are helping their community blossom. So wehre do they want to go“ We want to create harmony between Vietnamese businesses, locals, authorities, tourists and Slo Pony Adventures’ says Erik. “ While we do this, we want to provide tourists with the ultimate travel experience in Vietnam in the hope that they will leave with a memory they will cherish forever” ( extracted from VIETNAM DISCOVERY- issue 85 -2009)

Listening Listen to the 2 converstions on the phone. In each case the enquirer is asking for more details about one of the advertised holidays. In which holidays are these places and things mentioned? - bed and breakfast - buddhist monasteries - cathedral - fiesta - glaciers - Himalayas - library - tigers - penguins and seals - Taj Mahal ( Extracted from listening task in GOING INTERNATIONAL)

Activities Use holiday brochures, the internet or magazines to find adventure holidays for these people - a couple over 60 - a sports-mad teenager boy - a family of five with a young child What are the main differences in facilities and activities? 54

Unit 9 BUSINESS TRAVELS AND CONFERENCES Vocabulary Business travel terms 1- The acronym MICE is often used to describe the different parts of the business travel industry. What do you think the letters stand for? 2- Look at the table and find the four words, beginning with M,I,C,E which mean the following a- occasions when people come together to discuss or decide something – usually involving a small number of people. b- journeys or holidays given to a worker or group of workers as reward for god work c- large official meetings, usually lasting for a few days, at which people with the same work or interests come together to discuss their views. d. events at which products and services produced by different companies are shown to the public. Individual business travel

Business tourism

 Presentation

 Meetings and seminars  Conferences  Product launches

 Consultations

 Incentive trips( team, family)

 Investigations

 Exhibitions ( trade fairs, trade shows, consumer shows)

 One – to – one meetings

 Corporate hospitality ( spectator, participative)

3- Match the events (a –e) with items from the table. Then complete the sentences (15) with the words or phrases below Delegates a powerpoint presentation box stands gala banquet a. ____: The World Federation of Tour Guides is meeting in HongKong to discuss a number of issues affecting their business and to hear talks from key representatives fo the industry. There will be_1____ from all over the world. b. ____: harmmond Brothers Ltd are pleased to announce their new ‘Green machine’ power-cycle, ideal for the business person and the weary sightseeing tourist alike. Come to the Meeting Room of the Imperial Hotel for __2__ by the Chief Designer and the Sales Manager. Drinks and snacks will be provided.


c. ____: Join us for the final of the Rugby league World Cup for champagne and a superb buffet lunch. Watch the game from the comfort and luxury of our own private ___3. d. _____: A a reward for achieving record sales figures in the last financial year, the Directors of General Instruments Inc. are delighted to invite you on a tour of the capitals of Wetern Europe. On the final evening the CEO will attend the __4_ to personally thank you. e. _____: FITUR is the world’s largest travel show after ITB Berlin. There are three trade days( with 75,000 professional visitors expected ) and two consumer days ( 150,000 visitors expected). FITUR is also the major event for Latin American tour operators contracting their European tours. Industry partners can hire ___5 for five days for approx £4,000 ( Extracted from TOURISM 2)

LISTENING The needs of business traveller 1- Which of these are more important for business travellers than for non-business tourist and travellers? a. time to choose from different travel options b. possibility to make reservations at short notice c. access to reservations 24 hours a day d. express check-in at airports e. packaged travel arrangements- flight, transfer, accommodation, meals, etc, all included f. fast internet connections in hotels g. hotel in a quiet relaxing location h. support information on local area and culture 2- Listen to the interview and decide which of the items in exercise 1 does he say are more important for the business traveller? ( Extracted from TOURISM 2)

3- Listen to a travel agent who specilizes in corporate travel describing the particular needs of the business traveller. Before listening, think about the meaning of these phrases: At short notice a complete package client history To settle up extended credit en suite facilities a- What does he think are the main differences between a business traveller and an ordinary tourist? b- what does he think are the most important things for the business traveller? ( extracted from GOING INTERNATIONAL)


Culture guide 1- Look at the text. Match these tips with some of the categorie in the Cultural etiquette section. a. Leaving food on your plate is considered rude. b. When someone meets you for the first time, they may give you their business card. Always look at if carefully and keep it on the desk in front of you. c. When shopping, it is inappropriate to bargain. Shop assistants will give you your change on a tray without counting it in front of you. d. Do not eat or drink while walking on the street. e. Tipping in restaurants is not usual. In fact if a tip is offered, it may be refused. f. If you are given a present, do not open it in front of the person who gave it to you. 2- Answer the question a. Do you agree that such notes will be especially useful for business traveller? b. Are all the categories relevent to all tourists? Which ones are not? c. Do you think it’s better to use an interpreter or to speak a common language? A GUIDE TO CULTURE AND LANGUAGE FOR THE BUSINESS TRAVELLER These notes and guidelines are for anyone travelling to a country which they are not familiar with. However, as a business traveller you may find them especially useful, partly because you’ll probably have more encounters with local people when doing business, and also because more may depend on them – a contract could be won by getting the cultural etiquette right. Cultural etiquette 1. Greetings and introductions 6. Appointments and punctuality 2. Small talk/topics of conversation 7. Behaviour in meetings 3. Dress 8. Shopping 4. Behaviour in public 9. Paying for meals/tipping 5. Dinning out 10. Gift-giving Advice on language 1. Always try to learn a few words of the language of the country you are visiting, even if it’s just Hello, thank you and goodbye 2. Find out beforehand what language you will be speaking with your hosts. If it’s English, find out if their level is the same as yours. Check whether you need interepreting services. 57

3. If you’re speaking English, remember not just to get the vocabulary and grammar as correct as possible, but also to get the level of formality right – be appropriate and polite, not too casual or informal. ( Extracted from TOURISM 2)

Vocabulary Conference equipments and facilites 1- Match the words or phrases with the definitions 1. audio-visual 2- break-out room 4. flip chart 5- lamination 7- teleconferencing 8- videoconferencing

3- digital projector 6- laptop 9- wi-fi 10- lectern

a. a sloping table used for holding a book, or lecture notes, when speaking to an audience or reading aloud. b. technology without wires that allows several computers to share the same fast internet connection c. small computer that can work without wires and be easily carried. d. system that makes paper documents into plastic documents. e. equipment to show visual information ( using modern computer technology) f. technology using both sound and pictures g. meeting or discussion between two or more people in different places using telephones, television, or computers h. a system that enables people in different places to have a meeting by watching and listening to each other by using computers and video cameras. i. a place for a meeting of a smaller group of people away from the main meeting j. large sheets of paper fixed at the top used for presenting information at a talk or meeting. 2- Look at the conference room seating plans. Match the titles, descriptions and plans. Title Boardroom classroom theotre Circle of chairs clusters u-shape Description a. good for large numbers needing to work on small group discussions and projects. Allows maximum participation within groups. b. one-way communicaiton. Good for audio-visual and lecture-style presentations where note-taking is not so important. c. gives sense of equal status at same time as allowing up-front presentation. Good for close interation and working in pairs. d. Good for small groups where close interaction and lot of discussion is expected. The shared table creates a sense of unity. 58

e. Effective set up for one-way communication and large groups. It provides a work surface for note-taking and reference materials. f. good for full involvement and face to face communication where there is no need for a dominant leader. Ideal for up to twenty participants. Table can be added Plan 1

2 

  

    4

  

  

3   

                       

  6


3- which arrangement would be suitable for the following events? a. lecture or speech e. board meeting b. presentation f. wedding banquet c. product launch d. workshop or seminar

g. press conference h. signing ceremony ( Extracted from TOURISM 2)

READING 2 Read the letter below and answer the question a. When is the conference planned for? b. How many peole will be coming? c. What information does the Conference Co-ordinatior want? Mr Wrightson Conference & Banqueting Manager Grosvenor House Hotel Park Lane London W1 6th January 199… Dear Mr. Wrightson 59

Iam writing to you regarding a conference we are planning to hold in October of this year. We are looking for a venue in cental Londaon and we anticipate approxiamtely fifty deleates who will stay for two nights, probably on a Friday and an Saturday. We will require a large banqueting room for opening and closing events and a number of smaller meeting rooms for other sessions. We will also need to mount an exhibition. I would be grateful if you could send me some information about your conference facilities together with your current rates, and and any information you may have on social events which can be arranged to accompany the conference. I would welcome the opportunity of discussing possible arrangement with you. Yours sincrerely B. White Brenda White Condrence Co-ordinator ETOA

Listening Listen and fill out the blank with the given words Seats seating (2) sound partitions built-in single Equipment circuit acoustics exhibition centre 1- Basically, we have a multi-purpose conference ___________ with ___________ for over 450 delegates 2- Our main auditorium _____ 350 people. 3- The smaller confenrence rooms have a ________ capacity of about 55 each. 4- We have ______________-proof folding ____________between the conference rooms. These can be opened up to form a _____________ large room. 5- The auditorium has __________ audiovisual ________________ 6. We can provide a closed ______________television link-up from the auditorium to the smaller conference halls. 7- You’ll find that both the auditorium and the conference rooms have excellent _____ 8- There’s also an ____________ hall, for display purposes. (Extracted from International Hotel English)

Word lists Acoustic Cluster Lamination : Lectern Etiquette

thuộc về thính giác, âm thanh hội họp sự lát mỏng bục phát biểu trong hội nghị nghi thức, phép xã giao


Unit 10 HEALTH AND SAFETY Warm up Work in pair. Imagine a friend tells you they are planning to travel around the world. Discuss what advice you would give them about: a- eating and drinking b- avoiding illness c- personal safety Reading Travelling around the world always involves some risk to your health. However, by taking a few simple precautions, and using your common sense, you can minimize the risk of illness, accident, loss or injury. a.____ Always wash your hands before you eat. Try to eat only food that you know is freshly cooked. Don’t eat food that has been kept warm. Avoid uncooked food like salads, and eat only fruit that you can peel. Be careful about fish and shellfish – in some countries they can be a health risk. b-______ Don’t drink tap water unless you know it is safe. Use bottled water for drinking, washing food, and cleaning your teeth. If you can’t get bottled water , boil the water before you drink it, or use purifying tablets. Avoid ice unless you know it is made from purified water. c-___ Always check local driving laws. If you are in a car, always wear a seatbelt. If you are on a bicycle or motorbike, wear a helmet. If you hire a car or bike, check that it’s safe and that it has insurance. Never drink and drive. If you have an accident, tell the police as soon as possible. d-____ Take care not to get sunburnt. Wear a hat, sunglasses, and use sun cream with a high skin protection factor (25+) on exposed parts of your body. Drink plenty of liquids, particularly at the hottest time of the day. Keep young children and babies out of direct sunlight. 61

e- _____Don’t go swimming alone, especially invery cold water. Adults should watch each other for signs of trouble. Children should always be supervised by an adult who can swim well. Check with local people for information about dangers such as strong currents. f-_____ If you are doing a dangerous sport like skiing, mountaineering, or diving, make sure you follow the safety procedures. Check that there are medical facilities available. You must get insurance which will pay for our medial expenses if you have an accident. Divers should wait 24 hours after their last dive before getting on a plane. G___. Avoid insect bits, particularly mosquito bites, as mosquitos carry malaria and other dangerous diseases. Keep our arms and legs covered after sunset, and use an insect repellent. Sleep in a room with screens on the windows, and use a mosquito net around the bed at night. h- _____ If yu are a woman,wear what local women are wearing. Wearing a wedding ring is a good way to avoid unwanted attention from men. Don’t walk alone at night, especially in dark or empty streets, and avoid going to bars alone. Don’t tell people where you are staying and always lock your door at night. Never accept lifts from strangers. i-____ Don’t carry large amounts of cash, and keep your money and credit cards in an inside pocket. Carry your bags carefully, and watch them all the time, especially in crowded places. Leave your valuables in the hotel safe, and get a receipt for them. Make a photocopy of your passport,and make a note of your credit card numbers. If you are robbed, always tell the police. 1- Read the advice for traveller in this information leaflet. Match the headings with paragraps 1. Don’t get bitten 2. Dangerous sports 3. Becareful what you eat 4. Women travellers 5. Security 6. Take in the sun 7. Take care in water 8. Don’t drink the water 9. Take care on the roads 2- Which paragraphs give advice about: 62

a- health? b- safety? 3- Find two ways to avoid each of these danger. Make notes below a- Sickness from eating bad food - wash hands - …………………………………………………………………………….. b- Sickness from drinking bad water -………………………………………………………………………………… -………………………………………………………………………………… c- Injury in a road accident -………………………………………………………………………………… -………………………………………………………………………………… d- Sunburn -………………………………………………………………………………… -………………………………………………………………………………… e- Accidents while swimming/ doing sport -………………………………………………………………………………… -………………………………………………………………………………… f- Insect bites -………………………………………………………………………………… -………………………………………………………………………………… g- Being robbed -………………………………………………………………………………… -………………………………………………………………………………… (Extracted from TOURISM AND CATERING)

LANGUAGE SPOT Advice and obligation 1- Complete the sentences using avoid, don’t , have to, mustn’t, or should a- In hot weather, you _____ drink a lot of water and keep the sun off your head. b- _____ lying in the sun too long during the first few days of your holiday. c- _____ go swimming after eating a heavy meal or drinking alcohol. d- You ____ jump or dive into the hotel swimming pool. e- You _____ put sunscreen on again after have been swimming. f- You _____ tell the rep and the hotel staff if you are allegic to anything. g- In less developed regions, ____ eating uncooked dairy products, vegetables, and salads. 2- Now write advice about safety and security for visitors a- _______ convert traveller’s cheques on a daily basis 63

b- _______ carry more cash than you need. c- _______ come out of the sea if the lifeguards tell you to. d- ________ know where the nearest fire exit is in your hotel e- _________open the door of your room to a person you don’t know. f- _________ carry a wallet in the back pocket of your trousers or jeans g- _________ use credit cards for larger purchases. h- _________ walking down dark streets late at night. 3- Match expressions in A with continuations from B A :1- I’m …

2- I’ve got….

3- I feel…

4- It’s …..

Ba. b. c.

a rash an upset stomach diarrhoea

f-a sore throat g-bruised h-dizzy

k-allergic to l-diabetic m-red

d. e.

sick swollen

i- sunburn j-toothache

n-sunburnt o-unwell ( Extracted from TOURISM 2)

Listening 1- Listen to the dialogue. Are the sentence True (T) or False (F)? a. Health and safety is a very serious subject b. The hotels has regular fires. c. If staff see an accident, they must phone reception. d. There is a list of first aiders at reception. e. Many cleaning products are poisonous. f. When lifting heavy objects you must bend your back. 2- Listen to the dialogue and answer the question a. What’s the noise everyone can hear? b. Where’s the fire? c. What do Tom and Mark use to put out the fire? d. What does Mary do? e. Where is the assembly point? f. What does Mary tell Jo to do? ( Extracted from Highly Recommended)

Practice 1- Think of replies to these questions from travellers. Don’t look back the text. Use your notes in the exercises above. a- I’m a woman travelling alone in Egypt with my six year. How can I make sure we’ll be safe? b- We’re spending a month in India. We like trying local food and drink, but we’re worried about getting ill c- We’re travelling to Sapa to go trekking . It’s not the monsoon season, but we’re still worried about malaria. 64

Tapesscripts for English for Tourism 2 Unit 1 DESTINATION AND TOURIST ATTRACTIONS PRONUNCIATION 1- 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- 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 3- Advice recognize

cousin problem

machine Similar

tonight adventure

LISTENING 1- a. We had a total of 19,000 visitors last year b. The population is 80 million c. The average age of visitors to the museums is 30.5 years d. It takes about 15 minutes to get to the airport 2- Ok, I’m going to tell you the top ten tourist destinations in the world. The top country is a European country - can you guess which? To make it more interesting for you. I’m going to start start at the bottom with the tenth place where we have Germany, which had a total of 19 million tourst visitors last year. In ninth place, we have Canada, which had 20 million visitors. Then there are two countries together in seventh place Mexico and Russia, both with 21 million. In sixth place comes the United Kngdom with 25 million visitors. Then in fifth place, and the highest Asian country – any idea which one?(Japan) No, not Japan. It’s China with 31 million. In fourth place, we have Italy 41 million; third is Spain with 48 million. Which leaves the top two: the United States in the silver medal position. If you like, with 51 million. And the top of the chart, by a long way is France with 75 million tourist visitors. Did anyone guess right? 65

3- Announcer 1: British Airways passengers for the British Airways Super Shuttle flight to Edinburgh: this flight is now boarding at gate number four. British Airways passenger wishing to travel to Cork- flight number BA 838 – this flight is now checking in at gate number 9. Announcer 2: This is a security announcement. Please do not leave your baggage unattended at any time. And please do not look after baggage left by other people. Announcer 3: would Mr. Ian Jackman, recently arrived form Ankara, please go to Airport information on te gound floor. Announcer 2: Would Dr. Raymon Miller from Dublin please contact Airport information on the ground floor. Announcer 1: Would Mr.Simpson, meeting his daughter from Cyprus, please contact Airport information on the ground floor. Mr.Simpson, meeting Yvonne Simpson from Cyprus, please contact Airport information on the ground floor. Announcer 2: Aer Lingus passenger to Dublin – flight number AI242; this flight is now closing at gate number 6 Announcer 4: would Mrs Waring, meeting a passenger from Larnaca, please contact Airport information on the ground floor. Announcer 3: Would captain Jay Brock, from Canada, please contact airport information on the ground floor Announcer 3: British Airways passengers for flight number BA 560 to Athens: this flight is now closing at gate number 22 Would Mr Stephen Sandberg, recently arrived from New York, please contact Airport information on the ground floor Announcer 2: Margaret Murphy in transit from Dusseldorf to Belfast, please go to airport information on the ground floor This is a security announcement. Please do not leave… 4-a – One thing you should do while you’re there is visit City Park. On weekends, they often have these fabulous festivals of music and dance. Usually the performers wear these amazing costumes. Oh, be sure to bring yur camera. You’ll get some great pictures b- The museum has a small collection of French paintings. But it’s most known for it’s collection of Japanese art. It’s the best I’ve ever seen c- It’s only a very small zoo, so it doesn’t’ have the knids of theings you see in big zoos, like elephants and lions, but it has an excellent snake collection which is really worth seeing. If you like snakes, that is!


d- City Hall is a wonderful old building , and it’s open to the public. Everyone visits the Mayor’s room. it’s more than 100 years old. You can also visit the art collection, but it’s mostly pictures of old mayors – I don’t think you’d enjoy it.

UNIT 2 TOUR PLANNING PRONUNCIATION 1- A: How long have I come for? for a month? Why have I come? oh… for some sunshine. For the sea. For some good food. For the wine. For a bit of excitement, I suppose. Why did you come? B: For the money. I work here. A: Not all the time, I hope. 2- A: Last year it was at a restaurant. The year before, it was at an expensive hotel, and the year before that, it was at the factory itself – in the canteen. And that was the best party, I thought. B: Yes, but that was at the time when your wife was in charge of the canteen LISTENING I – INTERVIEWER; B: Begona


1I : What are the features of Burma that interest people from Europe? B: it’s very peaceful. That’s an important feature. Burma doesn’t have a lot of tourists compared to Vietnam, Cambodia,especially compared to Thailand. I: What lse does Burma offer? B: thre are very good beaches and we are starting to have very good hotels also I: is it mainly beach tourism, or are there cultural attractions that people are going to Burma to see? B: Well, cultural attractions are the most common reason for visiting Burma. I: Can you give us details of what sort of things people see? B: Yes, We always start wit Yangon or Rangoon, which is the capital of Burma. We stay there overnight the first night and the last night, when we enter and leave the country. And we always visit Bagan. Bagan is ful of temples. It has more than 2000 temples so our groups always stay there three nights, and they get to see a lot of the temples. Also they can retn a bicycle, they can go by horse drawn carriage and it’s a very interesting place. You can go down the river in Bagan too, and that;s very nice I: where do you go after Bagan? B: After Bagan the second place we go to is Lake Inle, which is also amazing. We do a lot of trekking by Inle and also in themountains, which are about one hour away by car. And we go to the floating markets there – peole always lke that. and then we move to Mandalay, which is in the middle of the country and is very traditional. And we go to the school of Buddhism, also in Mandalay I: Wow. That sounds interesting! B : Yes, Mandalay’s lovely. And then we move to the beach. We use Ngapali beach. We have to fly from Yangon or Mandaly to Thandwe, and then to Ngapali. We stay there two nights, and the beach is very, very beautiful I: is it difficult to persuade people to go to Burma? B: A little. The thing is that we find that people don’t know anything about Burma. They are very scared, so we try to teach them, we try to tell them where it is located, that it’s a very safe place, and we are like teachers with them, because they don’t know what it is. 2- I: INTERVIEWER; G: GEORGE I : George, you’ve been working for one of Europe’s largest tour operators for the past twenty years. Can you tell us what familiarization trips are?


G: Well, the familiarization trip or fam trip, as it is commonly known, means different things to different people. Basically, for us, it is an opportunity for the people who sell our holidays to get to know our hotels and resorts better. We , as a tour operator, get together with an airline, the relevant national tourist office, and one or more of our hotels to construct a trip for the employees of the travel agencies that we’re dealing with. They will be staying inour hotels, which, we hope, they will then recommend to their customers. Now , in the past this was really often seen as a chance for, basically, a cheap holiday. you stayed in a nice hotel, met a few people and had a good time. Not much work was done. It was considered a kind of freebie. I: So who pays for fam trips? G: Well, as I said: tour operators, transportation companies, such as airlines but also coach companies and ferry operators and the hotels themselves. We actually charge the agencies something for sending people along. That way agencies themselves become more concerned about getting value for money. we don’t charge much, mind, or we woudn’t get anyone who was interested I: Right. Well, thanks very much 3-.4- I: interviewer; D: Diane I: Diane, can you tell me about your work and how you go about selecting a hotel for your clients> D: Well, I work exclusively with incentive tours. More precisely, I work as Ground Handling Agent for incentive tours from US. As I’m based here in London, I often don’t know the clientest intimately. So I rely on my incentive agent in the US to inform me of exactly what sort of gorup they are and what sort of things they like doing, etc.then I’ll make preliminary inspections of varous hotels, as part of the jobj of theo agorund handler is selecting a hotel. The next thing is to make recommendations to my client on the basis of these inspections. Nine times out of ten, my clients will also want to inspect the hotels themselves, so one or two of my clients will come over on an inspection visit and they’ll make the final choice themselves. I: really? Yes, and we’ll see as many hotels in one day as we can. A few days ago, I took some clients to visit sevent hotesl in one day whichis quite normal, but a few weeks ago, we inspected fourteen hotels, all in one day. I: Goodness! Wht , in genteral are they looking for?


D:Obviously, detail depend on the group in question. . the incentive groups I deal with will generally spend a lot of time socializing. Consequetnly, the communal areas such as the bar must be large, attractive, and atmosphereic. The reception area will be the first thing they see, so the company will want it to be impressive. Because there’s lots of socializing , not just within the group but also with clients based in Europe, there must be sufficient rooms for private functions. And of course they’ve got to be big enough. Generally, that means we deal with luxury hotels. We don’t always because a deluxe hotel won’t necessarily suit the requirements of the particular group we’re dealing with. But , by and large, the more stars a hotel has, the bigger and better the facilities. I: so how do you keep up to date with new facilities, special offers or even new hotels? D: I’m on the mailing list of all the main hotels in the London area so I’m kept updated by mailshot, and I know the people in the sales divisions of most of the hotels we deal with. I f they have a special offer coming up, they’ll telephone and le me know. To keep myself informed, there TTG- that’s the Travel Trade Gazette- which is vital reading for anyone in my line of work. If there’s any new hotel development, or even new hotels being buit, then it will be included in there. I also make a point of going to trade fairs, such as the one in Earls Court inNovember caled the WTM. People from all over the world attend, and I make appointments to meet people in the hotel business. I: Have you ever recommended a hotel you haven’t inspected? D: Never. For example, yesterday I went into London just ot see one room in a large city centre hotel. I was offered forty – four of particular tye of room for a client. This hotel has 14 different types and I wasn’t sure it was the right type. Just to be sure, I went to check and I’am glad I did. It wansn’t! you see, every time I recommend a room, my reputation is on the line.u I can’t afford to make mistakes




P: Ok, so what time did they say they would be here , Donald? D: Well, they should be here at any moment P: Fine, Shall I complete the group check-in list when they get here? D: that’s good idea, and I’ll give you some help if you need it. good, here they are. Good morning! Welcome to the Fir Tree Hotel E: Good morning, My name is Megumi Endo. I’m the Tour Leader of the Endo Tour Group. Very nice to meet you D: good morning, Mrs Endo. I trust you had a pleasant flight. My name is Donald Carter, and I’m the Front Office Manager. I’ll be checking you in. and this is Peter makeland, my assisteant. I have there your registration cards. Could you please ask your group to fill in both their names and passport numbers on the cards? E: yes, of course, thank you. Now we might have a small problem. Three of our group are friends and they’d be happier if they shared a room. if they had told me earlier, I would have faxed you. I hope that’s not inconvenient. D: no, not at all. So that’s three fewer singles and one more triple, so that’s two fewer rooms in total. That won’t be a problem. Do you have the names?...Good, thank you. I’ll get an updated rooming list printed, give it to the Head Porter andthen he’ll be able to make sure all the luggage is taken to the right rooms. They all have their names on their luggage? E: yes D: good, that’s fine. The head porter will take care of that E: can I give you my passport list? D: thank you E: but I’m afraid I’ve left my voucher in my luggage. Cain I give it to you later D: yes, of course. that won’t be a problem. Now, I’m afraid we have a small problem. Because you are such a large group and it is so early in the morning, not all the rooms are quite ready. So I’ve just bleeped the food and beverage manager and she will be comng down in a minute to see to your food and drinks requirements while you are here. E: fine thank you


D: wel, in fact, here she is. Mrs.Endo, may I introduce you to Patricia Clarke, our Food and Beverage manager. Patricia will take you through to the breakfast lunge and discuss your meal requirements. Thank you, Patricia E: fine , thank you D: ok, peter. Have you got everything? P: Note quite. What room did we allocate the tour leader? D: 304. And that’s Megumin with an ‘I” at the end P: ok, and the rooms. That’s three fewer singles, and one more triples. Twenty four, ten , three and thirty seven. D: That’s right, so the total is two fewer. Under additional remarks, make a note to tell Reception of the changes. Put something like “ tell reception two fewer rooms required”, then you can tick it off when we ‘ve done that. you’ve made a note about the voucher, haven’t you? yes, good P: fine, and Patricia Clarke – is that Clarke with an ‘e’ at the end? D: yes, that’s right. If you give me the sheet, I’ll just check it and sign it P: there you are D: ok…, fine. Now, let’s go and join them in the breakfast lounge 2,3- preliminary negotiation P: PETER C: CARLA P: Peter Nicholson C: Hello Peter. This is Carla Manson from Flights of Fancy. P: oh, hello. We met last year, didn’t we? How are things going? C: not too bad. We’ve had a pretty good year P: that’s good. I heard you sold all just been looking at the figures. C: that’s why I was calling, actually, I thought we ought to meet to discuss charter arrangements for next season. P: yes, that’s good idea. shall we fix a time now? I’ve got my diary here C: what about next week- say Thursday? P: that’s the 28th, isn’t it? no, I’m sorry, I’m busy all day. Could you make the following Thursday – that’s the 4th of April C: no, that’s not very convenient. I could do the Friday, though P: yes, that looks good. shall we say 10:30? C: fine. I’ll come to your offices, shall I ? P: if you don’t mind, you remember where we are? C: yes, I thought it might be useful to sort out the basic agenda now, if that’s all right with you. I’d rather know in advance what’ll be coming up. Then we can both be prepared and get down to business quickly. 72

P: good point C: I think we should start with a review of last year P: yes, I agree. I’ve got most of the reorts in. I can make sure I’ve got them all together by the 5th C: ok, I’ll have our reports too. Then I suggest we look at the question of seat rates, and the size of our bookng next year. Obviously we’re looking for a more favourable rate if we take a larger block of seats. P: well, I understand what you’re saying. We can certainly llok at that. I think we’ll have to take into account release dates and cancellation charges. C: ok, point taken. My directors also wanted me to bring up the matter of time slots. We’d have prefered some better departure times last year- thre was quite a lot of customer dissatisfaction with some of the departure and arrival times. We felt we got a bit of a raw deal to be honest. P: wel mybe, but you’ve got to remember that on long-haul flighs there’s always going to be some inconvenience on timngs, either when you leave or when you arrive C: I’m not so sure, but in any case we can discuss that at the meeting P: of course. are there any other points you tingk we should discuss? C: just one other main one really. I thought it would be a good idea to look at the onboard extras – meals, drinks, movies, that sort of thing. We want to go a bit up-market this year, and stress the comfort and luxury of the whole package, including the flight itself a selling pint – especially with an airline with your reputation! P: hmm, flattery won’t get yo anywhere ! but sure, let’s look at the whole flight package. So is that everything? C: I think so. We’ve got a pretty full agenda there P: yes, will you be coming alone? C: no, I’ll probably bring my assistant, Jo Greenyer. She’s new to the company and it’ll be good experience for her. P: ok, I’ll probably just be me on our side,although I’ll make sure I have someone there to take minutes. I’ll also bring along the proposed flght schedules so we can look at theat question of time slots C: I’ll bring our draft brochure for you to look at as well. And the reports I mentioned P: good, that all sounds fine. So I’ll see you at 10:30 on the 5th of April C: ok, see you then, bye P: bye Unit 4 LOCAL TOUR 73

LISTENING 1- Guide: Good afternoon, lady and gentlement. My nameis Gunilla Bergman and I welcome you on baoard this boat, the sightseeing XII, which leaves shortly for one hour trip round the Old City of Stockholm. Before we start I’d like to tel you about our route. The old city is in fact a small island. It’s not possible fur us to go all the way round it beause the water to the north of it moves to fast for boats to travel there. the reason for this fast movement is that the water to the east of the island is the Baltic Sea. To the west, the water is fresh, nota salt. It is the beginning of lake Malaren. At this point, the lake water flows rapidly into the sea. Our trip will end at the point close to the Central Railway Station… A you can see, we are now moving away from the land. The building almost next to us on the left is the Grand hotel and beyond that you can see the National Museum wihc contains order art. If you walk past that museum, over the bridge and on to the island Skeppsholmen, you can visit the Museum of Modern Art, which has more recent works. If you look over to the right now, ou cant’ miss the Royal Palace. It has more tha one room for everyday of the year.. We are now going to leave the Baltic Sea , Ladies and Gentlement, by going through shissen, the Lock. In it we’ll be lifted bup to the lever of the lake ater… Right, now we are on Lake Malaren. The bridge that we’re now passing under carries the railway lines to the south and the west of Sweden. If you look over to the right now, you will be able to see the German Church. It’s in the middle of the old city , as you can see, quite high up… We’re now passing Hegeansholmen, that small island on the right next to the Old City.There you can find the oldest house in Stockholm… If you look over to the right now, you can see the former Parliament Building behind thr railway and road bridges, and in front of you is the Town Hall. We go quite close to it before we tie up at our arrival oint near the Central Station. Thank for your attention, ladies and gentlemen and I hope you have enjoyed the trip. 2- Goodafternoon, ladies and gentlemen. My name’s Jenny and I welcome you on this tour of historic Charleston. I’d like to introduce you to our driver, Tom Our tour today will take about three hours but we’lll be stopping to visit a few places and to takes photographs. It’s a very ot day out there so we’ll take it easy. As you can see, the coach is air-conditioned, but we an adjust it if you want. Anyway, let’s begin. As we leave the hotel, we’re driving down Meeting Street towards the river front. On your left is the Old Market and just coming up on your right is the Gibbes Museum of Art, which contains one of the finest collections of American paintings, prints, drawings… 74

Now as we pass this fine church on your left- St. Michael’s , the oldest church in the city, built in 1761 – we are n the centre of the Historic District. As you can see, virtually every house here is a fine example of southern architecture. These houses were nearly all owned by rich planters who came to Charlestonand the coast in the summer to escape the heat and the mosquitoes of the back-country. if you look down to your left, you’ll see the Heyward – Washington House, built in 1772 by Thomas Heyward, one of the men who signed the American Declaration of Independence….. Ok, ladies and gentlemen. The river is now in front of us on the other side of this raterh delightful park. On the left you can see the Calhoun Mansion, perhaps the finest of the Charleston Historic houses, although it was built a little later, in 1876, as a Victorian showpiece. I’ll tell you a little more about that in a moment, as we’ll be stopping there soon. The park is known as the Battery or officially, white Point Gardens, and you can see examples of cannons and other war relics. Charleston was a very important military centre, especially during the war of independence when the Americans fought many battles with the British fleet. We’ll be getting off the coach in a moment an walking along the harbour wall to Calhoun Mansion, and fromteh wall you’ll see many examples of this military and naval history forts from the era of the War of independence, and from more recent times the aircraft carrier USS Yorktown. Ok, we’ll get off now. Please stay with me. If we do get separatd for any reason, we’ll be meeting at the coach again in one hour’s time at four o’clock at the Calhoun Mansion…. Welcome back. I hope you enjoyed the Mansion. It certainly is something special, I think you’ll agree. WE’re now gong to drive a little way out of the historic town and visit the Charlets towne Landing, which will be our final stopping-point for today…. We’re now crossing over the Ashley River Memorial Bridge, and the Charles Towne Landing is just over there on yout right. Let me tell you a little about it. this is the place where the first settlement was made in 1670. It has now been made into a large park with exhibits showing the colony’s history, a recreation of a small village, all in a delightful wooded atmosphere… We’re now back at the hotel. If you want to visit some shops then King street, the main shopping area, is just one block ahead of you. Thank you for your attention. I hope you enjoyed the trip, and I hope you all enjoy the rest of your vacation here in Charleston. 3- Answerphone Message Hello, this is Jenny Townsend. I’am afraid I’m not available to take your call at he moment. But if you’d like to leave a message I’ll get back to you as soon as possible. Please speak after the tone. 75

Message 1 Hello, Jenny, this is Alison from City tours. I was wondering if you were able to do a half-day panoramic tour for us on Tuesday the 6th of August? It’s an open-top bus leaving from Baker street at 9 o’clock. If you can, can you get back to me on 6307144? Bye Message 2 Hi, Jenny. Remember me? It’s John Bevan- you did a special guided walk for us last year- all about the London of Charlest Dickens. Any chance of a repeat this year? Say Thursday the 15th in the afternoon. Can you call me anyway? I’m on 01532289164. bye Message 3 Hello, this is the Capital Guide booking service. We’re looking for a number of guides to work on a big incentive group we’ve got coming over on the week commencing Monday the 12th of August. It involves an early morning transfer from Heathrow on 12th , followed by a London tour and evening theatre and dinner trip. Also an Oxford visit on the Tuesday, then a return transer on Wednesday. Call us soon if you’re interested. The number is 2336060. Thank you Message 4 Hello, it’s Alison again from City tours. Do you think you could do another job for us? It’s a half-day sightseeing and shopping trip, ending with tea at Harrods. Call me back, you’ve got the number. Oh, I almost forgot it: it’s Friday the 9th , 2 o’clock pick-up. Speak to you soon. Bye Message 5 Hello, this is CTS tours. We’re looking for a guide for our four-day Scotland tour leaving on Friday the 16th of August. It’s the standard Edinburgh and Lowlands trip. Would you be interested? If you are, phone David here at CTS – I know you’ve got the number. Look forward to hearing from you. Message 6 Pau Rogers here. I wanted to know if you could do a Hapmstead Sunday tour for us. You know the sort of thing - a walk on the Heath followed by a pub lunch. Either the 11th or the 18th of August would be fine.It’s for the Americian friends of England group. Anyway phone me back tonight if you can. The number’s 7378192. bye Unit 5 The other local tours 1-Describing dishes 1- A: are you ready to order? B: Almost, but can you tell me what a Wiener schitzel is? 76

A: Wiener schnitzel. It ‘s meat. It’s a kind of beef – a slice of young beef… I think you say’ veal’ B: oh, it’s veal. A: yes, veal. The meat is covered in breadcrumbs and then fried in butter. Sometimes the breadcrumbs are seasoned with black pepper. B: does it come with anything? Any vegetables? A: yes, Schinitzel is served with potato salad and a slice of lemon. If you want, you can also have roast potatores, French fries or rice. B: hmm. Sounds nice, and what is .. 2A: hello again. Have you had a chance to look at the menu? B: yes but there are things we don’t understand. A: that’s no problem. I’ll try to explain them. B: ok, can you tell us what tagines are? A: yes, that’s meat- normally it’s chicken or beef – and it’s cooked with potatoes, carrots , and perhaps some other vegetables. It’s a type of stew. Tagines are the pots that it’s cooked in B: mm, that sounds ok. And harira? A: Harira is a bit like tomato soup, but it’s got other vegetables in it, too. B: mm, that would be nice as a starter. And the salade Marocaine? A: a salade Marocane is normally made of chopped tomatoes, onion, green peppers, and cucumber. But here we also add boiled potatoes and olives. It’s very nice. B: ok, can we have another five minutes while we choose? A: yes, of course. there’s no hurry. 2-Describing a festival Good morning everyone. Welcome to Venice. My name is Carlota and I’ll be your guide for this weekend when we see the Festa del Redentore, the Festival of the Redeemer, the high point of the Venice summer, with its spectacular firework display. Before I start: can you all hear me at the back? Good, ok, let me start by telling you a little about the history of the festival. From 1575 to 77, as you may know, Venice was hit by a devastating plague. It killed more than a third of the city’s inhabitants. In 1576, the city’s leader, the Doge, promised to build a church dedicated to the Redeemer, in return for help in ending the plague. On July 13th 1577, the plague was declared over, and work began to buld the church. It was also decided that Venice would forever give thanks on the third Sunday of July.


Now, moving on to the festival itself. What happens is this: from early on the Saturday , boats are decorated with flower, lanterns and balloons. St Mark’s lagoon fills with as many as two thousand boats. You will see their occupants eating and drinking as they wait for the traditional spectaular display of firework. By the way, if you’re wondereing about dinner on Saturdayevening, you can make arrangements with the hotel for dinner on a boat. At around 11:30 pm ,the display begins. You’ll see fireworks illumination the silhouetted spires, domes, and bell towers of the city. On Sunday, you’ll see a pontoon of decorated gondolas and other boats strung across the Giudecca canal. Thisis to allow the faithful to walk to the church of Redentore. The climax of the festival and the most significant part if you remember what I said about the history of the festival, is the mass held in the presence of the Patriarch of Venice. This is a reminder that the Festa has a serious side. Oh, one thing I forgot to mention is that the traditional food for Saturday night is roast , duck, watermelon, and of course wine. So, that’s the Festa Del Redentore. As you can see, it’s a wonderful event. Ok, are there any questions? 3-4- practical on tour A.S: Sara; R: Receptionist S: hi, this is Sarah, thi guide from galloway tours. I ‘m just checking you got my message about the later arrival tonight R: let me see… yes, you’re not getting in until 9pm- Is that correct? S: yes, and did you get the message about late dinner as well? R: yes, we’ve booked you a supper for 9.30 in the bar. S: great. While I’ve got you , can I just check something else? There’s some confusion on the rooming list. Erm, in the printour I ‘ve got Mr and Mrs Sandford in separate rooms, but is should be a double. R: Did you say Mr and Mrs Sandford? S: yeah R: ok,..No, we’ve got them for a double. S: oh, good, and will that have a double bed or twins? R: a double bed S: thank you very much R: you’re welcome B. Welcome, everybody. Can you all hear me ok? Yes? Good. let me start by indtroducing myself- my name’s Sarah, and I’ll be looking after you today. Your driver today is Ken. We’re going to be on the coach quite a lot today because we’re taking a scenic route through the countryside, so I hope you’re all comfortable. Is the 78

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 6 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.


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, 5 Upper Grosvenor Street, London W1A 2 JB. 2- AT CHECK-IN DESK Dialogue 1 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 do 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 2 C: unfortunately, I can’t put you all together P: what! C: I can do two in row 6 and tow in row 11 P: oh, no, can’t you do anything else? It’s an 8 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 do 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 3 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 do I do 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 do 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 7 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 do 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 do 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, do 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, I’ll tell you what we’ll do. 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 8 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 do 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 do 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 do 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 do 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 do you want us to arrange for you I: as far as hotel requirements go, what do 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 do 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 do 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: do 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: do 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 8 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 1 – 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]








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


[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, ) - website - -