module 5 ∙ unit 4

Transcript

module 5 ∙ unit 4

Anna Prati - John Noble
B
8
GATE
English for tourism
Trevisini Editore
Anna Prati - John Noble
B
8
GATE
English for tourism
Trevisini Editore
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Progetto grafico e impaginazione elettronica: Areaimmagine - Milano
Copertina: Areaimmagine - Milano
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Prima edizione: gennaio 2009
Edizione: 1 2 3 4 5
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CONTENTS
3
Module 1: Defining leisure and tourism
Unit 2: The leisure and tourism industry
2: Links between leisure and tourism
3: The travel and tourism industry
4: Key factors affecting tourism
6: Outbound and inbound tourism
7: Changes in the leisure industry
8: Popular leisure activities
9: Leisure facilities
Unit 3: Types of holidays
Step 2: Skills development
1: How to remind customers of what to do before leaving
2: How to advise about the right type of holiday
Unit 10: Ecotourism
2: The importance of sustainable, responsible tourism
3: Niche markets
5: A new ecotourism venture to the village of Kiyrong in Nepal
5
6
6
7
8
9
9
11
11
12
15
16
19
Module 2 Careers in tourism
Unit 2: Tour operators
3: How to write a letter to a hotelier to confirm an oral agreement
4: How to write reports on resorts
Unit 4: Hotel staff
7: Hotel resort representatives
8: Restaurant managers
Unit 5: Airline staff
5: How to talk about flying
Unit 6: Guides
4: A safari guide
5: Modern-day museums
1: How to reply to enquiries about guides
2: How to welcome tourists to a resort
Unit 8: Applying for a job
2: How to deal with customers
3: How to handle complaints
23
24
27
32
33
35
37
38
38
38
39
40
Module 3 Transport
Unit 1: Air travel
10: Curiosities about air travel
Unit 2: Road travel
2: How to write circulars
Unit 3: Rail travel
11: A tour by train and coach
1: How to write circular letters about rail travels
Unit 4: Sea travel
6: Holiday safety
1: How to write circular letters about cruises
2: How to advertise a cruise
4: How to describe a cruise ship
5: How to present a Mediterranean cruise
6: How to present a cruise to Antarctica
41
44
45
46
46
47
48
48
49
51
53
54
Module 4 Accommodation
Unit 1: Hotels
4: How to ask for directions
5: How to give directions
56
56
4
CONTENTS
Unit 2: Hotel brochures
2: Hotel brochures: key parts and features
2: How to describe recreational facilities and property amenities
Unit 4: Complaints in a hotel
1: How to deal with overbookings
2: How to talk about hotel refurbishments
3: How to write hotel reports
Unit 5: Spa hotels
1: How to write a leaflet about a spa hotel
2: How to write an enquiry about a spa hotel
Unit 7: Farm and bed and breakfast accommodation
1: Describe rural outings and stays
2: How to fill in forms for farm accommodation
3: How to write an enquiry about farm accommodation
4: How to match tourists to the right accommodation
Unit 8: Self-catering accommodation or residential stays
2: How to match residences to the right tourists
3: How to complain about problems when renting a flat
Unit 9: Campsites and youth Hostels
3: Contracts
60
61
65
65
65
67
73
73
74
75
75
77
77
78
79
80
81
Module 5 Marketing and promoting tourism
Unit 4: Promoting British cities
2: How to write a type 1 brochure about Cambridge
5: How to write a brochure about a special interest tour
6: How to give advice about tours and sightseeing in Canterbury
7: How to write enquiries about tours
8: How to write circulars about tours
9: How to write a reply to an enquiry
Unit 7: Promoting American cities
3: How to write a tour along the eastern and southern coast of the us
4: how to write a tour along the western coast of the US
Unit 8: Promoting British regions
2: How to write a literary tour in the Lake District
3: How to write a type 1 brochure about Scotland
4: How to write a type 1 tour of Scotland
Unit 11: Promoting tours worldwide
2: Present a tour of California
4: Present a tour in China and Tibet
Unit 12: Tourist authorities
1: How to describe celebrations around the world
2: How to give information about festivals and events
3: How to write a brochure about a venetian festival
4: How to write a brochure about a slow food festival
5: How to enquire about festivals and events
Unit 13: Talking about art
1: The classical period in ancient Greece
2: The Romanesque
3: The Gothic
4: The Tudor style
5: The Renaissance
6: The Baroque
7: The Rococò
8: Neoclassical art
9: Romantic painting
WRITTEN CORRESPONDENCE
83
84
85
85
86
86
89
90
91
91
92
93
97
102
102
107
108
108
109
110
110
111
112
113
114
114
115
115
116
MODULE 1 • UNIT 2
5
Speaking
2. Give a definition for the following choosing from the words given in scrambled order: non-profit
organisation, outdoor activity, facility (2), sports centre, playground, tourism service, a customer, a
monument, an event, sightseeing, a heritage site.
For ex. Disneyland Paris is a theme park
1. San Siro in Milan, 2. a place in the town centre with slides, swings and see saws, 3 . a skiing club,
4. a gymnasium, 5. a tourist information centre, 6. a person who enters a travel agency, 7. a statue in the middle of a
square, 8. a concert, 9. a museum, 10. visiting places of interest, 11. currency exchange, 12. WWF, 13. hang-gliding,
14. a marina, 15. a swimming pool.
3. Fill in the following grid about major attractions, sporting venues, transport and ferry ports of Italy.
Castles
Churches
Museums
National parks
Seaside resorts and
attractions
Seaside towns
Stately homes
Theme parks
Towns and cities
Zoos
Miscellaneous attractions
Sporting venues
Transport and ferry ports
CONTENT POINT 2
Links between leisure
and tourism
Leisure and tourism play a very important part in today’s society. This industry provides a wide
range of activities for people to enjoy in their free time. Leisure and tourism industries avail
themselves of several different facilities and organisations, such as theatres, cinemas, travel
agents or airlines. These two industries are closely related. In fact businesses often work together to
enhance their services and to offer the visitors they share a better product.
Therefore there are numerous links between leisure and tourism. When a family spends a day out at
a visitor attraction we can consider it as a leisure activity, but it also involves travel to the destination
and tourism, that is movement to the attraction and return home. Another example is when a group
of fans travel to an away football match. Again it can be seen both as leisure and as tourism.
Let us think of a holiday you went on.
It meant moving to the destination but it also included Glossary
the activities undertaken while on holiday. If you go to avail themselves of (make use of),
gs, services),
the theatre to a far away town and you stay overnight in facilities (structures, buildin
),
closely (intimately, directly
a hotel, that is also leisure and tourism.
enhance (improve),
share (have in common)
6
MODULE 1 • UNIT 2
Speaking
4. Answer the following questions.
5. Can
1. What kind of leisure or tourist facilities can you
find in your area?
2. Do they belong to the leisure or to the tourism
industry?
you provide further examples of
activities related to both leisure and tourism?
Tips: You can find information about leisure and
tourism facilities at the local tourist information
centres. They will work in cooperation with
transport providers such as coach or bus
companies, airlines ferry companies etc., who will
operate services to places of interest.
CONTENT POINT 3
The travel and tourism
industry
Broadly speaking tourism is a temporary travel away from home or from work. An essential part of
tourism is the traveller’s intention to return home afterwards. A visit can have various purposes.
a holiday, sightseeing, visiting an attraction, visiting friends and relatives, going to a sports event.
Travel instead has to do with how people reach their
destination and how they travel around the area. They
can choose among numerous means of transport.
ns:
tio
es
They can travel by air, rail, ferry, bus, coach, taxi, hired
qu
g
in
w
llo
Answer the fo
car, bicycle, motorbike.
?
t is tourism
1. Wha
liday?
go on a trip or ho
2. Why do people
3. What is travel?
ove around?
4. How can you m
When we talk about travel and tourism we cover a wide
range of situations and agents. Therefore the industry
can be divided into the following key categories:
TRAVEL AND TOURISM
Tour
operators
Travel
agents
Tourist
information
centres
Attractions
Guiding
services
Accommodation
Catering
Transportation
6. What are the organisations and facilities of your area that deal with travel and tourism?
CONTENT POINT 4
Key factors affecting tourism
The tourism industry plays an important role in the economy of a
country and provides a big slice of a country’s GDP (Gross Domestic
Product). Here are some factors that may affect the flow (movement) of
tourists to a destination: 1. Political and economic events. For example the prospect of war, terrorism
or social unrest (disorder) may keep tourists away from a resort (destination). 2. Slow economic
growth. 3. Exchange rate fluctuations. 4. Rate of inflation. 5. Cheap products that can be bought on
the market. 6. Tourist attractions.
MODULE 1 • UNIT 2
7
CONTENT POINT 6
Outbound
and inbound tourism
OUTBOUND TOURISM (from Italy abroad) mainly heads for Europe. The United States ranks second
among destinations. The number of Italians spending their holiday abroad is increasing steadily.
INBOUND TRAVELLERS TO ITALY (coming to Italy) are twice as many as outbound tourists. They
mostly come from European countries, from the States followed by other non-European countries.
Most of the incoming tourists are on holiday while a small percentage are on business. In the past
tourists used to be attracted to Italian seaside resorts, their mild Mediterranean climate warm sea,
its long wide beaches and enchanting bays, while in more recent years there has been a marked
trend in favour of art cities. Tuscany is especially rich in cultural legacy however every region
retains its own artistic and cultural heritage. Apart from Tuscany among the favourite regions we
rank Veneto, Emilia Romagna, Latium and Campania. Unfortunately some tourists complain about
our chaotic traffic, our lack of organisation, excessive bureaucracy and cumbersome paperwork
attached to the simplest official action to the point that no constructive progress and change seem
to be possible. All this can be frustrating. On the other
hand they appreciate our love for individualism and Glossary
ability of survival in this jungle of regulations and heads for (is directed to), ranks (is positioned),
lightful),
counter-laws, our ability to make the most of the small twice as many (double), enchanting (de
s),
ssesse
pleasures of life, such as eating a meal, going for a legacy (heritage), retains (po
e),
ticiz
(cri
ut
abo
in
stroll, watching the world go by, enjoying life to the compla
(pass),
e (heavy and long), go by
fullest. They love our art, our beaches, our food, our cumbersom
ly)
to the fullest (complete
climate and nature.
Speaking
1. What’s the difference between inbound
and outbound tourism?
2. What are the favourite destinations of
Italian tourists?
3. What used to attract tourists to Italy in
the past?
4. Why do tourists come to Italy now?
5. What do tourists dislike about Italy?
6. Imagine you are about to welcome a
party of British holidaymakers to Italy.
Prepare a speech to present the main
Italian habits as far as food, culture and
street behaviour are concerned and
emphasize differences with the British
culture.
Follow the guidelines
and add more information.
In the street: Do Italians drive on the right? Do drivers stop at
pedestrian crossings to give people on foot the right of way?
Do Italians always respect street rules, traffic lights, speed limits etc?
In public places: Do Italians speak in loud voices? Can we smoke
in public places? Are we fined for using mobile phones in bars or
restaurants?
In restaurants: In the north of Europe they often give you one dish
containing pasta or rice, some meat or fish and some vegetables.
This is the main course. In Italy we tend to have 3-course meals.
In meetings / at work: are Italians usually punctual? Are they
formally dressed when working? Do they attach importance to their
look? Are brand names, ostentatious logos on clothes considered
trendy or fashionable?
Character: are Italians friendly and outgoing or reserved?
8
MODULE 1 • UNIT 2
CONTENT POINT 7
Changes
in the leisure industry
THE TRANSFORMATION OF LEISURE
Leisure has undergone a deep change lately because it is a very dynamic sector. Besides it was also
affected by technological, economic, social and fashion trends. Recently new leisure activities have
developed and become popular and new leisure centres have been created to meet new needs and
changing tastes, new fashions and lifestyles. They range from “experience” attractions to multi-facility
centres. Some of the most important changes are due to technological innovations, others depend
on the amount of money and time people are now willing to spend on leisure.
ADVANCES IN TECHNOLOGY
Thanks to new technological inventions, such as the development and greater use of computers,
global communications and better transport, today’s leisure activities have increased and been
enlarged.
Glossary
d (influenced),
Besides (moreover), affecte
to (linked to),
meet (face), range (go), due
inflation rates
e),
salaries and wages (incom
levels
ent
ym
(price increases), emplo
ease (rise),
incr
),
king
(number of people wor
you can
ney
mo
ra
(ext
disposable income
elop
dev
e),
(giv
nt
gra
spend or save),
ncils (comuni),
(expand or build), town cou
rundown (poor
refurbishment (renovation),
ndard), lifespan
and neglected), average (sta
(years of life), elderly (old),
ortant),
affected (influenced), key (imp
)
ced
conditioned (influen
ECONOMIC REASONS FOR THE CHANGE
It is a fact that today people spend more time and money on leisure activities. This is due to a series
of factors: salaries and wages have increased, inflation rates are kept under control and there are
lower interest rates, employment levels have also improved and the result is an increase in
disposable income. Besides the government or other organisations often grant funds to develop
leisure facilities. For example town councils invest funds for urban regeneration, refurbishment of
rundown areas of a town and building of leisure facilities.
SOCIAL CHANGES
Society in the western world has experienced deep and radical changes. The average lifespan has
increased. This ageing of the population means the number of elderly people who have more time for
leisure activities is greater. Single-parent families have grown in number, work patterns have changed,
people are now better educated. All these factors have affected the development of leisure activities.
Another key element influencing them is fashion; people are conditioned by what their friends do
and copy their behaviour, ’keeping up with the Jones’s’, they are conditioned by advertising
campaigns, by what celebrities do, by their own better education.
MODULE 1 • UNIT 2
9
CONTENT POINT 8
Popular leisure activities
The leisure field is in constant change, new ideas are developed, new facilities are built to meet new
needs.
“EXPERIENCE” LEISURE
Traditional art galleries, museums and historic attractions have been updated keeping the concept of
“experience” in mind. They have become more interactive and they consider the visitor more as an
actor or an active builder of his own knowledge than as a passive spectator. Thus they have
introduced numerous interactive displays and exhibits. Some educational paths feature realistic
sounds and smells to turn the experience of being in a museum into something more lively, more
sensory and dynamic. Actors are sometimes present to perform the part of historical characters and
to talk to visitors. Historical sites, streets, squares and buildings have been recreated as they once
were. Virtual reality has become part of a museum experience. All these changes have made the old
traditional museums obsolete. People no longer feel satisfied with a simple cold display of exhibits
and information, but require a global, total response experience.
MULTI-FACILITY LEISURE
Glossary
When several facilities are provided on the same site we can talk
n),
updated (made more moder
about multi-facility leisure centre. For example you can combine obsolete (out of date, old-fashioned),
multiplex cinemas with bowling alleys or a swimming-pool, a satisfied (happy), require (need),
ying bowling)
restaurant with a laser attraction or an ice-skating rink.
bowling alleys (place for pla
Speaking
9. Can you give examples of changes in lifestyles over the last 20 years and explain the reasons for this
transformation. Ask your parents and grandparents about what they used to do in their free time when
they were young. Use also the information you can find in content points 7 and 8.
CONTENT POINT 9
Leisure facilities
LEISURE SHOPPING
Big shopping malls situated in the suburbs sometimes feature also multi facility leisure areas. In fact
shopping has greatly developed over the last few years and due to the advent of consumerism, there
are more and more shopping complexes factory outlets, or pedestrianised shopping areas in town
centres. The development of shopping centres is also due to the social trend of more women in fulltime employment with less time to spend shopping and who like to buy everything from one and the
same place. Besides nowadays more families own cars and find it convenient to park in the multistorey car parks of the shopping complexes. The phenomenon of merchandising has also become
quite spread. It consists of selling branded products associated to a leisure activity, for example
products related to a sports team, or to a film or to a pop group.
10
MODULE 1 • UNIT 2
THEME PARKS
These centres were set up as
funfairs but have now turned into a
profitable business. Most of them will
charge visitors an entrance fee
covering all the rides. Rides are often
associated with a particular theme
and every year they add new and
exciting rides to the theme park
to attract new visitors.
Besides on-site hotels and
self-catering
accommodation have often
been added to the complex
to encourage longer stays
for their visitors.
HOSPITALITY AMALGAMATING LEISURE
Many traditional hotels or catering facilities are now being developed as leisure attractions. They
have thus been turned into themed pubs or restaurants for example.
The leisure product results in a combination of several different leisure activities.
HOME-BASED LEISURE
Part of our leisure activities takes place at home. Home-based entertainment has also rapidly grown
to become an important sector of the leisure industry. By home-based leisure we mean TV, video
cassette recorder (VCR) or DVD reader, personal
computers and games, Internet, music systems.
ry
ssa
Glo
(areas where you can go
feature (have), pedestrianised
to), own (possess),
on foot only), due to (linked
lti-storey (with many floors),
convenient (practical), mu
o), set up (introduced),
branded (with a label or log
ed into (become),
turn
funfairs (fiere divertimenti),
(ticket), rides (giri sulle
fee
),
charge (make visitors pay
d
ver), catering (providing foo
attrazioni), besides (moreo
into
ed
ilt), thus (so), turn
and drinks), developed (bu
(converted)
TYPES OF FACILITIES
IN THE LEISURE,
SPORT AND RECREATION
INDUSTRIES
We can have various types of
leisure facilities. They range from
Speaking
10. Can you give an example in your area where two or
more facilities have been put together?
11. Answer the following questions:
1. Compare today’s leisure activities with those of 20 years
ago (ask your family-parents).
2. What are the reasons for these changes?
3. How do today’s leisure activities relate to the wider
technological, social, economic and fashion trends
influencing people’s lifestyles?
4. Do people spend more money on leisure nowadays?
5. Is home-based entertainment more widespread now than
in the past? Has it also changed?
6. What is the impact of using technology and computers in
leisure on your health and safety?
sports stadium to the local leisure
centre or community centre, from
commercial indoor leisure facilities,
like bowling alleys or theatres for
instance to natural leisure and
sporting facilities, like a national
park. Arts and entertainment
venues may include opera houses,
exhibition centres or cinemas.
MODULE 1 • UNIT 3
11
Step 2: skills development
SKILL 1: HOW TO REMIND CUSTOMERS
OF WHAT TO DO BEFORE LEAVING
Working at the travel agency
8.
Answer the following personal questions:
Have you ever been away from home? Where did you go? Why did you go? Have you ever been on a trip abroad?
How would you react if foreigners stared at you? Would you interpret this as a sign of mistrust?
Do you mind inquisitive people? Do you like interacting with new people and making new friends?
Reading
CHECKLIST BEFORE DEPARTURE
Sometimes travelling abroad may be risky. You may find a difficult health situation or political
troubles. If you check on the net before leaving you can find government sites or embassies
giving advice about what to do or take with you in that country. The World Health Organisation
has a site offering insight into the health situation of countries.
Before travelling abroad check out the following memo list:
1. Make sure your passport is up-to-date. Will it expire while you are away?
2. Enquire about any vaccinations needed with your travel agent or your doctor or on the net
and make sure you have all the compulsory ones. Check whether any anti-malarial
treatment is necessary.
3. See your dentist so as to avoid the need for treatment abroad.
4. Finalise plans with the travel agent or with your travelling partners, double-check departure
time, time of travel, visas, etc.
5. Get a suitable insurance so that if you get ill or have an accident you can be properly
treated or brought home.
6. Go to a bank and get some foreign currency, change your money in advance or buy
traveller’s cheques. Also take your credit card with you.
7. Check on the brochure or with the travel agent what kind of clothes you should pack and
take with you.
8. Label your luggage inside and out.
Glossary
(verify),
risky (dangerous), troubles (problems), check
make sure
advice (recommendation), insight (guidance),
whether
),
(check), enquire (ask), compulsory (obligatory
visas
rm),
(confi
e
(if), to avoid the need (not need), finalis
(visti),
ncy
suitable (appropriate), properly (correctly), curre
name
with
tag
a
(put
label
re),
(money), in advance (befo
and address)
Role-playing
9.
Student A will act the role of a travel agent. Student B will play the role of a customer.
a. As a travel agent inform your customer about the steps he should take before going to Kenya.
b. As a travel agent inform your customer who is going to travel within the EU about what he should do
before departure.
12
MODULE 1 • UNIT 3
SKILL 2: HOW TO ADVISE ABOUT THE RIGHT
TYPE OF HOLIDAY
10.
You are a travel agent. You must advise people on where to go and what type of holiday to choose.
Match the kind of holiday to the right group: a gourmet tour in Sicily, a holiday stay in Madesimo in a
resort with tennis court and plenty of hiking possibilities, a cruise to the Caribbean islands, a thermal
therapy in Sirmione, a stay in a holiday village in Sardinia, a tour of French cities and castles along
the Loire valley, a stay in a flat at the seaside in Lignano Sabbiadoro, an alternative holiday in Faenza
to learn about the art of pottery.
1. A couple of elderly people who would like to enjoy spa treatment.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
2. A middle-aged couple with teenager children.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
3. A young couple with children under 5.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
4. Honeymooners who are keen on splendid beaches and sightseeing opportunities.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
5. A newly-wedded couple without children who are fond of artistic heritage and would like to visit major cities, their
museums and treasures.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
6. A widow/widower who would like to taste regional specialities and dine and wine in relaxation.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
7. A group of friends who would like to learn how to make pottery.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
8. A group of athletes who would like to go on hikes and practise tennis every day.
……………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………………
MODULE 1 • UNIT 9
13
Speaking
Vocabulary
7.
11. (A) Can you match the place to the definition?
8.
Can you draw up a map classifying outdoor
adventure activities into the three types of landbased, water-based and air-based?
Analyse the following equipment and distinguish
between major items and more personal ones:
Anoraks, parachutes, boots, maps, compasses, dinghies,
climbing ropes, first-aid kit, land yachts, mountain bikes,
wetsuits.
Grammar practice
9.
Use the following prompts to express
preferences and to agree or disagree. (See
language focus on page 45)
1. Preferirei ……………….. (go ice-skating).
Agree ……………….. Disagree ………………..
2. Mi piacerebbe ……………….. (go to the pop art
exhibition). Agree ……………….. Disagree.
3. Non me la sento ……………….. (go to the football
match). Agree ……………….. Disagree.
4. Preferirei ……………….. (go to the climbing wall).
Agree ……………….. Disagree.
5. Mi piacerebbe ……………….. (go to the indoor soccer
pitch). Agree ……………….. Disagree.
Language focus
You can beat a team 3-0.
You can win a game or lose it.
When you play football, you shoot and you can
score goals.
You can hold a record for the highest number of
goals.
You can break a record.
You can commit a foul in a game.
You can be defeated.
You can give up a sport Opposite: You can take up
a sport.
10. Use the expressions of the language focus to
fill in the following sentences:
1. At the age of 15 he ……………. tennis because he
had a problem with his elbow and ……………….
swimming instead.
2. In the final game we ……………. because of lack of
concentration.
3. At the end of the match the footballer ……………….
and ………………. a goal.
4. The winning team of the championship ……………. a
record for the highest number of goals.
5. ……… Paul …………. the record he held last year?
6. Agassi……Becker in the tennis championship.
Pool, pitch, course, track, field,
ring, stadium, courts.
1. Area for indoor / outdoor tennis or other ball games.
2. An area of water.
3. Area to play football, hockey and cricket.
4. You can race on the circular path / road.
5. You can play golf there.
6. Area enclosed by ropes where people compete, like
in boxing.
7. Large enclosed area for games.
8. Open grassy area to play baseball, football, rugby,
cricket.
11.
(B) Fill in the sentences with the right place.
1. The footballers played the final match of the
championship on a new football ………………..
2. Athletes are practising for the Olympic games and
therefore they run round the ……………….. twice
each night. They are running the 800m.
3. When the wrestlers entered the ……………….. we
heard the sound of the bell indicating the beginning of
their fight.
4. Have you got the 50-meter Olympic-sized swimming
……………….. in your complex?
5. The ……………….. they have just built seats about
10,000 people.
6. Tennis, basketball and volleyball are played in
………………..
7. The school rugby team exercises at the playing
……………….. near the university.
8. The hotel is close to a 18-hole golf ………………..
MODULE 1 • UNIT 9
14
Speaking
12.
Use the information of the grid to talk and compare the various sports. You can start like this:
I like/prefer/don’t like / hate... the most because in my opinion it is / ... is my favourite sport, as you can play it...
and all you need is / ... you can play it with friends / on your own/with a team...
Sport
Good points
Bad points
Fishing
Leisurely, rewarding, relaxing
Boring, lonely, you need special equipment
Skiing
Fun, healthy, exciting, outdoor sport
Expensive, special equipment needed,
dangerous, highly skilled
Motor-racing
Exciting, highly competitive
Dangerous, expensive
Football
Competitive, team sport, exciting, fast-moving
Special equipment needed, fast-paced, violent
fans
Karate
Competitive, exciting, useful, cheap
Violent contact sport, aggressive, highly skilled,
time consuming
Volleyball
Team sport, exciting, competitive
Fast paced, highly skilled
Jogging
No special equipment needed, can be
practiced anywhere
Can be bad for your legs, time-consuming,
lonely
Swimming
Healthy, exercises all muscles
Indoor pools are dirty and crowded, lonely
Roller
skating
Fun, don’t need expensive equipment, you can
practice it anywhere
Dangerous, you can easily hurt yourself, needs
skill
Golf
Relaxing, sociable, good for business
networking
Requires skill, takes too long, expensive to
play, expensive equipment
Horse-riding
Enjoy the countryside
Needs reliable horses, expensive equipment,
expensive to keep a horse
Water-polo
Team game, fun, play in the sea with friends,
challenging, water sport (in the swimming pool,
in the sea), competitive
Quite difficult, need to be a good swimmer
Fun, exciting, high pace, water sport
Difficult, must be strong to hold the sail,
expensive to have lessons and to buy a board,
can be practised only in the open sea or on a
big lake, a solo sport
Windsurfing
13.
Pair work: discuss going to the following events with your deskmate:
Event
For
Against
Tennis final
Glamorous, skilful, social occasion,
spectacular moves
Monotonous, players just hit the ball back
and forth over the net, crowded, depends on
the weather
Football cup final
Exciting, competitive, fast-moving game,
team sport
Violent fans in the stands, mostly male
spectators, male dominated world
Heavyweight boxing
championship
Individual sport, competitive, aggressive,
display of strength, exciting
Too violent, cruel, senseless
Basketball final
game
Energetic, high-scoring, spectacular,
fast-moving
Tall players, speed more than skill
Use the following expressions in the dialogue. Student A suggests going to an event. Student B disagrees and
proposes an alternative.
How about going to.. ...is a skilful and glamorous game and... is a big social occasion. I agree/don’t agree
because... The sport doesn’t involve...
Why don’t we go to.... instead? On second thoughts I don’t think I want to...
I don’t fancy watching..., either. I think you’re being a bit unfair.
...is in no way... and it’s much more... ok. That’s settled. Let’s go to....
MODULE 1 • UNIT 10
15
CONTENT POINT 2
The importance of sustainable,
responsible tourism
Reading
TOURISM WORLDWIDE
With an estimated US$ 3 trillion in annual revenues (income),
tourism has emerged as one of the world’s largest industries,
expanding at an average rate of 4 percent to 5 percent annually
during the past decade and causing many potential conservation
threats (problems) to regions worldwide (throughout the world).
Instead ecotourism is responsible travel to natural areas
that conserves the environment and improves the wellbeing of local people. Ecotourism is a special segment of
nature tourism. Nature tourism has been increasing at an
annual rate between 10-30 percent a year, while overall
tourism has grown at a rate (rhythm) of 4 percent annually.
Ecotourism is closely connected (correlated to) with the
principles of sustainable, responsible tourism, eco-labels, and
certification. By sustainable tourism we mean developing ecotourism
policies and practices using natural resources in such a way as to
respect the environment and the local community and to avoid
spoiling a virgin spot (area) for the future generations. The goal
(objective) is to avoid destroying (not to destroy) the beautiful environment (nature, scenery)
which is the major drawing force (attraction) of the destination, the reason why so many tourists
want to flock to it (go there in big numbers). Therefore (so) environmental policies should be
implemented (put into practice) to manage (coordinate) waste disposal (elimination of litter,
rubbish), recycling and water conservation, to reduce over consumption (excessive, careless use)
and waste (spreco). In some places to provide western tourists with all the comforts, forests are
being destroyed, beaches are being eroded and water is becoming scarce. In some unspoilt (virgin)
spots beach waters become so polluted that they no longer breed (give life to) shellfish (molluschi)
or coral. Tourist authorities are now trying to define guidelines and “best practices” for eco – and
sustainable tourism. Four organizations-World Tourism Organization (WTO), Rainforest Alliance, The
International Ecotourism Society (TIES), and the Center for Ecotourism and Sustainable
Development (CESD) – are collaborating to create “green” certification programs within the tourism
industry and an international tourism accreditation body or “stewardship council” ensuring
environmental and social standards. Today there are a lot of eco-labels (bollini ecologici) for
sustainable tourism practices. The majority of these programs are for accommodations, but others
cover beaches, parks, tour operators, guides, and golf courses. Of course the uncoordinated
proliferation of eco-labels may be confusing for consumers and create cynicism within the industry.
However (yet, but) there are more and more examples of tour operators and hotel owners that show
increased concern (worry, preoccupation) for the future of the earth. There are hotel construction
projects based on traditional local architectural design instead of the ugly high-rise buildings (big
apartment blocks), and using local building material. There are more and more hotels owned by the
native (local) people employing (giving a job to) the local villagers instead of foreign staff, cooking
meals with local produce (fruit and vegetables) and according to traditional recipes (ricette).
16
Speaking
2.
What are the principles you should follow to implement ecotourism? Tick the following:
1. Minimise impact and reduce the risks to the environment.
2. Building huge concrete (cemento) hotels along the beach.
3. Share success with the local community involving them in various activities.
4. Build environmental and cultural awareness and respect.
5. Offer local farmers the possibility of stocking you up with their food.
6. Provide positive experiences for both visitors and hosts.
7. Grow genetically modified crops
8. Scatter litter in parks.
9. Build big chains of hotel with foreign ownership with high environmental inmpact.
10. Provide direct financial benefits for conservation.
11. Provide financial benefits and empowerment for local people.
12. Promote major tourist developments all over the place.
13. Repatriate revenues from tourism abroad.
14. Stray (wander) off the footpaths in the mountains and pick flowers.
15. Build many ski slopes in mountain areas.
16. Raise sensitivity to host countries' political, environmental, and social climate.
17. Erode away footpaths.
18. Invade the place with busloads of tourists.
19. Hire professional entertainers coming from abroad.
20. Support international human rights and labour agreements.
21. Hire (take on) local people to stage (organise) entertainment.
22. Trample (tread on, walk over) over rare plants.
3.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Answer.
What do we mean by sustainable tourism?
What is the goal of ecotourism?
What is the effect of mass tourism on the environment?
What happens if we don’t reduce consumption and waste?
What are the eco-labels?
What are the eco-programmes about?
What is a possible danger of a big number of eco-labels?
How can architects help reduce the impact of mass tourism on the environment?
What should tour operators do to cooperate with the natives?
CONTENT POINT 3
Niche markets
Writing and Speaking
4.
1.
2.
3.
4.
5.
6.
7.
8.
Read the following passage and take notes under the headings:
The four niche markets of ecotourism:…
Definition of these activities:…
Origin of ecotourism:…
What is ecotourism?…
What is wilderness travel?...
What are the main features of adventure travel?...
Car camping…
A thorny issue…
17
Reading
ECOTOURISM
An emerging consensus is that sustainable tourism or ecotourism or adventure tourism has
identifiable niche markets – ecotourism, wilderness use, adventure travel and car camping. They
are popular outdoor recreation activities and many people are involved in these activities. These
activities are centred in those cultures developed in northern Europe, specifically with those people
with the Germanic languages (German, Dutch, English, Swedish, Norwegian, Danish) and are
developed in those countries with these traditions, notably Great Britain, Germany, the Netherlands,
the Scandinavian countries, Canada, the United States, Australia, and New Zealand. These
countries provide the bulk (big number) of the consumers. Ecotourism involves (implies) travelling
for the sake of (for the pleasure of) discovering and learning about wild natural environments. There
is a strong focus on learning and discovering nature as well as local cultural shows and events.
Ecotourism is therefore (so) connected with careful documentation, sophisticated information and
study. Wilderness travel involves finding physical and psychological pleasure and benefits in natural
environments and wild areas that are not marked by human presence or artificial buildings,
undisturbed and uncontaminated natural areas to study, admire and enjoy the scenery, its wild plants
and animals. This often implies a challenge to test one’s limits and personal sacrifice and the result is
usually an intense personal experience against a natural backdrop (background). Adventure travel
is related to the thrills (excitement) of dominating dangerous environments, where mechanized
access of means of transport is forbidden
(prohibited) or greatly restricted (limited) and
where environmental preservation has the
priority over recreational activities. Car
camping is safe family travel in environments
between the wild and the civilized. A central
aspect of ecotourism is that it should be an
instrument for the protection of local
communities, preservation of cultural diversity,
and a tool (way, instrument) for poverty
alleviation. Yet setting standards for the
interaction between the tourism industry and
local communities remains one of the most
complex and contentious (controversial)
issues within the field (sector) of ecotourism.
Language Practice
5.
Put the following verbs into the passive voice:
What Cancun did to protect its natural treasures:
1. Cancun, one of the main tourist destinations along the Mayan Riviera, used to be a swamp. It .....................
(reclaim) by developers who trucked in mountains of white sand to cover the swamp. Hotels ....................... (to
build) along this fabulous shoreline but tourists hardly ever venture out of this luxurious area.
2. Since hotels ...................... (to concentrate) in one area, this diminished costs related to building roads, taking
energy and water there.
3. Further tourist developments ...................... (to block) saving the rest of the country from mass invasion from
tourists.
4. In the smaller hotels, which ...................... (run) by the natives, local people ..................... (to hire) for
entertainment, rather than professional entertainers from abroad.
18
6.
Put articles where necessary:
………… golden rules to ………. success:
1. If you share ..................... your work with ..................... natives they will get ..................... profit from your
business, too and they will not be ..................... surly workers or hurl ..................... insults to your hotel guests.
You can involve them by asking them to provide you with ..................... their produce, appoint ..................... local
artist in-residence or ..................... coastal botanist in-residence, which is quite trendy and fashionable at
..................... moment in ..................... big hotels.
2. You can try to hire ..................... team of ..................... local marine biologists, agronomists, musicologists to
provide entertainment and lectures or to act as ..................... guides.
3. Building ..................... smaller hotels run by ..................... local community rather than ..................... big chains
managed and owned by ..................... foreigners is also important ..................... smaller properties can take fewer
tourists but at ..................... higher rates.
4. ..................... eco-tourism can have ..................... beneficial effect by generating ..................... income and
creating ..................... employment.
7.
Put the verbs in brackets into the right tense:
What can tourists do to respect the local culture? There are some precious guidelines that tourists should
follow to avoid misunderstanding and to show respect for the natives.
1. When they feel like ..................... (to take) snapshots of local people, it would be better ..................... (to politely
ask) the permission. Some people resent ..................... (to be) treated as circus animals.
2. If your are visiting a place of worship, either a mosque or a church or any holy place of prayer and meditation,
..................... (to show) respect and ..................... (to remove) your shoes if ..................... (to request) or cover your
head and shoulders with a veil.
3. In some countries, especially the Muslim ones, clothes ..................... (to be) a delicate issue and you should
..................... (to cover) your body so as not to be offensive.
Speaking
8.
Read the following statements and comment expressing your opinion and justifying your choices:
Green tourism is just another marketing trick to attract more tourists to new destinations.
Green itineraries are organised in far-away, undiscovered lands and cost a lot of bucks.
Tour operators make even more money out of ecotourism.
The only advantage poor natives get out of ecotourism is making your beds or cleaning your bathroom.
Twenty wealthy Americans can do more damage to a virgin tropical forest than ordinary tourists spending their
holiday on a Mediterranean beach.
6. Rich undiscerning tourists can destroy fragile eco systems or show no respect for the local culture.
1.
2.
3.
4.
5.
9.
Discuss the following ecotourism code of behaviour and state if you agree with the rules or you disagree
and add some more ideas.
Hoteliers should:
1. Save electricity by switching off all unnecessary lights or when leaving rooms 2. Save water by changing towels
less often.
Tour operators should
1. Use recycled paper when they print brochures instead of glossy paper and dangerous inks. By saving on paper
they will also save money. 2. Change policies and avoid uncontrolled development of resorts on a big scale. 3.
Enhance the natural beauty and integrity of the places visited giving guidance with respect to the natural and
cultural diversity of the areas visited. 4. Show respect for other cultures. 5. Be efficient in the use of natural
resources (water, energy). 6. Ensure waste disposal has minimal environmental impact. 7. Develop a recycling
program. 8. Distribute guidelines to consumers. 9. Employ tour guides respectful of the local culture and tradition as
well as the local environment. 10. Use locally produced goods that benefit the local community. 11. Do not buy
goods from threatened or endangered species. 12. Never disturb wildlife or wildlife habitats.
19
CONTENT POINT 5
A new ecotourism venture in Nepal
Writing
12. Read the following account of an eco journey and underline the adverbs in green, the verbs in red and
the nouns in blue. Then write a letter to your friend to describe this venture.
A new ecotourism venture
to the village of Kyirong
in Nepal
We arrived at Kathmandu airport where we got on five-seat helicopters. After hovering over the
Kathmandu valley our group of eight people entered a deep and rocky ravine (gorge, canyon) with
terraced paddy fields (rice fields on terraces) climbing steeply (ripidi) on either side and a single
snow-capped peak (mountain) glowing (shining) on the horizon. After half an hour’s flight between
mountains we descended onto a small playing field outside the village of Syabru Besi.
Syabru is the starting point for the Langtang
trek, an easy circuit, well supplied with hotels
and teahouses. Instead of taking the
conventional route into the national park, we
continued north, to Bridim. The only road here
ends at an army checkpoint, which monitors
(checks) comings and goings in the park while
keeping an eye on the Tibetan border. The only
way on (to continue) is on foot. We trekked
through rhododendron forests, watching the
black-faced langurs (monkeys) dangle
(sway, hang down) from trees. The fivecoloured prayer flags we saw everywhere
mark (mean) the continuing influence in
these parts of the primitive Bon religion.
Whereas Buddhists are forbidden (are not
allowed) to “take refuge” in gods and
deities, Bon practitioners are engaged in a
constant two-way dialogue with the natural
world. These flags flutter out (wave, send
out) a constant supplication to the spirits. In
this setting (place), where the mountains
seem to radiate with their own inner light,
it’s easy to see why animism still holds
sway (power, influence). We sipped (drank
small quantities) “Ara tungen!”, which is a
home-made rice wine women offered us
on arrival. We were accommodated in a
pair of lightly modernised village houses
with a solar-powered shower block.
We wandered (strolled) around the village,
to the monastery on the hills. The people
of Bridim lead (have) a lifestyle that is, in
20
most respects, medieval, and in some
ways closer to the Stone Age. They build
their houses from the rocks that litter
(are numerous in) their fields. They wash
their clothes in streams (ruscelli) and
leave them to dry in the sun. They pay
their respects to the Lama, and in an
emergency they call on the shaman long
before they turn to any western
medicine. Each house consists of a
single upstairs room with an open fire on
the floor, walls blackened by wood
smoke and a Buddhist shrine (small
temple) piled high with offerings. They
believe that the hills are, literally, alive;
and at every opportunity they seek (try)
to propitiate the spirits of the
mountains, streams and forests. Every
available surface is chalked over
(marked with chalk) in prayers and
symbols, in English, Tibetan and
Nepali. The constant laughter in Bridim
goes hand-in-hand with hardship
(difficulties). This culture makes no link
(connection) between poor hygiene
and disease (illness). As Buddhists,
the locals believe that all injuries are
the result of a karmic hangover
(consequence) from a past life. As
animists, they believe that pain is
simply part of the give and take
between the people and their land. And as citizens of one of the poorest countries on earth, they
simply don't have the facilities to do much about it. There are health workers in the valley, but
they're badly trained and poorly supplied, and many villagers would rather see (would prefer to
see) the shaman. Not only are his cures more effective; he puts on a better show. We got the
chance to watch a shaman at work in a room heady with the smell (with a very strong smell that
makes you feel giddy) of wood smoke, incense and marijuana, sitting cross-legged on the floor
before a makeshift (temporary, improvised) shrine, rocking (moving back and forth or from side to
side) as he beat a goatskin drum and muttered (mumbled) a chant (mantra, repeated song) to
himself. The villagers found his performance simultaneously (at the same time) hypnotic and
hilarious (funny): he was a healer (one that heals, cures), a magician and an actor. His face
became contorted and ugly, as if he didn’t recognise anyone in the room or knew why he was there.
He looked wildly around, suddenly pulling a poker (attizzatoio) from the fire and pressing it hard
against his tongue (lingua). Everyone recoiled (stepped back), awestruck (mesmerized). He
seized (caught) a handful of plants and herbs, dunked (dipped into a liquid) them in a vat
(container) of boiling water and approached his patient who had knelt on the floor, her upper body
bared (naked, without clothes) to him. He beat (hit) her across the back with the plants, chanting
(singing) an incantation…
10% of profits from the Tour operator went directly to the village. The openness and warmth of the
natives was infectious, and we became tightly bonded (very close, friends) through this shared
(common) experience. On the last morning in Bridim we found ourselves raising our own skein
(matass) of prayer flags to the benevolent spirits of the place. It was an offering that is part
whimsical (fanciful, unusual, strange), part serious, and entirely Tibetan. The tour cost £1,099 all
inclusive, except flight.
MODULE 2 ∙ UNIT 2
21
Language Practice
8. Put the verbs in brackets into the right tense (be careful: some verbs are passive) or choose the right
modal verb:
We .................................. (recently interview) Mr Thomson, a tour
operators for Pampering Travels, to ask him about
his job.
- Good morning Mr Thomson and thank you for ..................................
(accept) to be interviewed for our series on tourism related jobs.
- My pleasure.
- Tour operators .................................. (sometimes accuse) by hoteliers
of sharp practice .................................. (it-ever happen) to you?
- Not to my company but two months ago a colleague of mine
.................................. (take over) a brand name, which
.................................. (indebt) to some Egyptian hotels but when he
.................................. (take) control
of the agency he
.................................. (be) under no legal obligation to settle the
outstanding account. He obviously .................................. (get) the
cold shoulder by the hoteliers when he .................................. (try) to
send them customers.
- Oh yes, they .................................. (be) obviously out of pocket
and so reluctant .................................. (continue) to do business
with the agency.
- Yes, even though he .................................. (be) the new owner and not responsible when the previous one
.................................. (go) bust. I .................................. (can-must) understand the hoteliers’ position, you know, they
.................................. (must-have to) invest and venture a small fortune and it .................................. (can-may)
happen that trade creditors are not solvent. So some hotel managers .................................. (can-may) suffer from
cash flow problems because of delays or worse lack of payment. As for myself so far I .................................. (try) to
settle up all outstanding invoices within a couple of months after the service is given and I have no overdue
payment, fortunately, but this .................................. (require) skilful investment and managing strategies.
- .................................. (could-might) you tell us the tactics you sometimes .................................. (use) with hoteliers
to force down room rates?
- Well, we cannot always accept the hikes hoteliers suggest in the contract, so to try and reduce room prices I
sometimes ................ ................. (tell) hoteliers that business is sluggish and there’s a slump in the travel sector
and that I .................................. (manage) to fill the rooms only if they .................................. (grant) me a discount.
And it is actually true, after the sales boom of the 80’s and 90’s we .................................. (now experience) some
problems due to terrorism and especially since September 11th we .................................. (have) a hard time selling
packages.
- Yes, particularly to Arabian countries or to the Western world capitals that .................................. (must-might) be
targets for terrorist attacks.
- For me it is important that my customers receive a warm welcome and are well treated. It certainly pays off in the
long run and you can gain the hoteliers’ trust if you treat them fairly.
- Thank you Mr Tomson, I certainly agree with you.
Glossary: Out of pocket = low on money, having suffered a loss; Go bust = go bankrupt, be broke;
Venture = risk, gamble; Solvent = be able to pay all legal debts; Hikes = increase in prices;
Sluggish = slow moving, inactive; Slump = recession.
MODULE 2 ∙ UNIT 2
22
9. Put the verbs in brackets into the right tense.
[email protected]
updating
Dear Simon,
I ………………………..(want) to update you as to the recent development in our business: yesterday I ………………
(contact) British Airways to enquire if they …………………. (have) some spare capacity in their transatlantic 767s but
they …………………… (answer) negatively, so I …………………… (turn) to Fly Away and they ……………………(give)
me the chance of chartering aircraft to Barbados.
Actually today they ………………. (give) us a night slot, with a flight leaving from Heathrow at 1.20 a.m..
They …………………(offer) us a very convenient seat rate for 200 seats at about £ 240 each for 20 weeks in rotation.
What you should ………………… (do) now is bargain with the hoteliers of the properties in our catalogue and see what
you can …………………… (get) from them.
I need your answer asap as we ……………………… (have) a tight deadline with Fly Away and should confirm seat
allocation.
Best regards,
Peter
Reading
10. Read this conversation between a secretary and her managing director and fill in with the missing
details:
printed, dead, thick, long haul, board, charging, squeeze, upgrade, cheaper, two,
bulk, discounts, three, check, beat, lower, check, hand
M: Hi! Here I am at last.
S: Hello Mr Sullivan! Is anything wrong?
M: I was delayed at Milan’s airport because of ……………………. fog. I’m sorry I
couldn’t make it to the …………….meeting. Was everything ok?
S: Yes I have just finished typing the minutes and I’ll let you have a ………………….
copy on your desk straightaway.
M: Efficient as always.
S: Thank you Mr Sullivan. I sometimes feel sorry for you; you must be …………….
tired after that ……………… flight.
M: I am, but come on, fill me up on the meeting.
S: Well, to begin with Mr O’Brian managed to …………….. a great deal from the hoteliers at Oaxaca, Mexico. We
booked a …………… of 300 rooms in …………. 4-star hotels, the Camino Real and the Hacienda Los Laureles,
which was actually a ……………… star-hotel but exchanged some special …………….. for a promotion in our
catalogue and promised to ……………. the service.
M: Excellent. Did you manage to define how much the couriers are ………………. us for the town ……………..?
S: They ask $500 for three weeks and I don’t think we can get them any ……………………….
M: You’re right, you cannot go ……………. than that. That should ……………. the competition. It’s a really good
bargain.
S: Have you discussed when we should let the travel agencies have our catalogues?
M: Yes, by October at the latest
S: Thank you Sarah, I’ll go into my office and ……………. my report before I ……………. it in to Mr O’Brian.
MODULE 2 ∙ UNIT 2
23
SKILL 3: HOW TO WRITE A LETTER TO A HOTELIER
TO CONFIRM AN ORAL AGREEMENT
Working as a tour operator
Translating
17. The following letter was written by Mr Sullivan to a hotel manager in Cancun. Match the translation to
the Italian correspondent:
A. The hotelier will be informed by our tour operator, Thousand Bridges, not less than 3 weeks in advance IF
we wish to cancel our allocation.
B. As agreed you will provide enough space on your notice board for our material to be displayed and a corner
in your lobby for our tour desk to be set up, together with computer, modem and telephone line.
C. Please let me have your written approval of these points. I enclose a copy of our contract to be signed for
acceptance and returned to our Head Office at your earliest convenience. The agreement is valid for one
year as a trial period and a 4-month notice will be required in writing in order for it to be terminated.
D. Dear Mr Los Laureles,
E. This is a written confirmation of our recent agreement. At the meeting held on 23rd June it was agreed that:
F. I look forward to hearing from you.
G. The account will be settled one month after the end of the holiday period, i.e. by 3rd March.
H. All payments will be made in US dollars and the rates for this year are fixed at 1 US $= 1.34 Mexican pesos.
1.
Egregio signor Los Laureles,
2.
Con la presente Le voglio confermare il nostro accordo recente. Nell’incontro del 23 giugno abbiamo
concordato che:
3.
renderete disponibili 300 camere con vista oceano e 100 camere affacciate sul giardino tropicale all’hotel
Grand Royal lagoon dal 3 dicembre al 3 febbraio su base settimanale.
4.
Il manager dell’hotel sarà informato dal nostro tour operator, Milleponti, non meno di 3 settimane prima
nel caso desideriamo cancellare la nostra opzione.
5.
Il conto verrà saldato un mese dopo il termine del periodo vacanze, cioè il 3 marzo.
Tutti i pagamenti verranno effettuati in dollari americani e i tassi di quest’anno sono fissati a 1US$= 1,34
Pesos messicani.
6.
Come d’accordo voi fornirete abbastanza spazio sulla vostra bacheca per affiggere il nostro materiale e un
angolo nella vostra hall per il nostro banco dei tour, con computer, modem e linea telefonica.
7.
Vi preghiamo gentilmente di farci avere un’approvazione scritta di questi punti. Allego una copia del nostro
contratto da firmare per accettazione e da restituire al nostro ufficio principale al più presto. L’accordo è
valido per un anno come periodo di prova e sarà necessario un preavviso scritto di 4 mesi per terminarlo.
8.
In attesa di un vostro cortese riscontro, porgo cordiali saluti,
MODULE 2 ∙ UNIT 2
24
SKILL 4: HOW TO WRITE REPORTS ON RESORTS
Language Practice
18. This is Simon’s answer. Fill it in with the right prepositions.
[email protected]
report on hotels
Peter,
……… our last
This is my report …………………the three hotels mentioned………
year catalogue:
… its stylish
The Tamari nd Cove is certain ly to be recomm ended …………
Paynes
……..
…………
located
ambience and beautiful setting. It’s conveniently
drive
minutes
35
Bay, St James, ……………….. the west coast of Barbados just
20 minutes from
………………………. Grantley Adams International Airport and
I have inspected its 110 rooms and suites
the capital of Bridgetown. It’s been upgraded and fully renovated.
overlooking the palm-fringed beachfront –
and have found them spacious many boasting panoramic views
colours.
they are beautifully decorated ………………………….. sophisticated
l courtyards tucked away ……………….. secluded
It features red-tiled colonnaded buildings, marble fountains and colourfu
tranqui llity, freshwa ter pools and Jacuzz is lie hidden
corners . Its park gives you a sense ………… ……. privacy and
………… …. hibiscu s, bougai nvillea and frangip ani, the
………… ………… .. the extensi ve ground s. Burstin g …………
t stretch …………………. white sand shore.
landscaped gardens open …………………. onto a perfect 750-foo
ent.
Accommodation Basis - Room Only with optional Half Board supplem
………………… ocean view rooms for seven days or
£130
…..
…………
They can make us a discount and grant us a price
t.c.
£110 for the ones with garden view.
It is
The Yellow Bird Hotel is …………………… a younger clientele.
.
…………
located ………….. the south coast of Barbados, …………
are
reach of night life and entertainment. Shops and supermarkets
within walking distance
£80
They can give us a double ………………….. £60 and a Quad for
are
……………… a B&B basis for a week. Children ……………… 12
the
……
…………
ant
restaur
style
free. They also have a bistrot
premises.
Yellow Bird Hotel
Yellow Bird Hotel
really enchanting
Then I checked ……………………………….. Crystal Cove. It’s
and balconies. It’s
…………………………. flowers spilling …………………….. walls
buildings sloping
storey
single
still the same ………………….. last year with pretty,
garden s filled
………… ……… to the beach ………… ………… . landsc aped
apple trees.
………… ………… ……… frangip ani, bougai nvillea and golden
at the Cave
unite
pools
lagoon
tiered
three
y,
…………………the heart of the propert
waterfa ll.
ing
cascad
a
behind
Bar, carved ………… ………… ……… the rock
of
rhythms
the
………………….. the evening, they organize dances ……………….
calypso, jazz and romance.
their hotel is £ 100 for 19 double-bedded ocean-view
The cheapest rates they can grant us since they are launching
…… four-bedded rooms for families …………………….
studios. B&B. They can also be turned ………………………………
kids.
…………….. the catalogue as they cater …………. a
These are the lowest rates I could get. I would keep all three hotels
different clientele.
Hope to hear ……………….. you soon.
Best wishes,
Simon
MODULE 2 ∙ UNIT 4
25
Vocabulary
2.
Match the definition to the right sector.
1. A chambermaid
A.
waits on guests in the dining room or hotel restaurant
2. A concierge
B.
is responsible for the hotel’s finance
3. An accountant
C.
provides a personal service for the single guest
4. A waiter
D.
finds business for the hotel
5. A butler
E.
carries luggage to the guest’s room
6. A bartender
F.
delivers food, drink to the guest’s room; parks cars
7. A porter
G.
cooks meals
8. A marketing manager
H.
serves drinks at the lounge bar
9. A hotelier
I.
cleans and tidies up guestrooms
10. A valet
J.
owns or manages a hotel
11. A hotel manager
K.
gives information and helps guests about services
12. A cook
L.
runs the hotel and directs all the stuff
Vocabulary
3.
Fill in the following job descriptions with the missing words:
1. Pots, cookware, floor, washing, debris, cleanliness.
I work in a restaurant as utility steward overnight. I must clean ................................, pans and other ....................
................ utensils and I must also keep cookware and ............................... area clean and neat. Then I must store
cleaned items in the proper location and keep the kitchen ............................. clean and free of ...............................
I always have to focus on ............................... and safety. I sometimes work weekend and night shifts.
2. Lobby, bathrooms, periods, cleaning, feet.
I have been working as ............................... attendant for three years. My job involves ............................... the
lobby and office ............................... and helping in other housekeeping areas as needed. I’m often on my
............................... for long ............................... of time.
3. Vital, time, supervise, overseeing, sell, optimize, expectations, guests, management, can-do,
courteous, complaints.
This hotel is looking for an assistant front desk manager, who will have approximately 35 full ...............................
staff under him. He must ............................... rooms and return reservations, ............................... Front Desk and
manage Guest Services. Experience in ............................... front desk, night audit and bell staff is required.
Working schedule may include evenings nights and weekends. It is ............................... to have strong
............................... skills and to motivate front office and reservations employees to upsell. He must
............................... financial performance and assure that guest ............................... are exceeded through
proper employee training. He must be able to resolve customer ............................... to the benefit of
............................... and the property. He must be able to inspire a ............................... attitude to employees and
to create ..............................., friendly, professional work environment.
4. Busy, handling, banquets, demanding, dishes, culinary, challenged, specialties, feedback, measures, high,
supply, mingle, wait, care, budgeting.
As a sous chef I happen to work in a .............................. kitchen in a luxury property and I feel ...............................
when I can prepare creative ............................... dishes but also regional and national ............................... I
supervise the kitchen department and report to the executive Chef. I must supervise that safety and sanitation
............................... are complied with. I’m experienced in food ............................... and preparation techniques
and oversee that quality, portions and plate presentation are of high standard. I must be familiar with
............................... volume operations and with production techniques for large ............................... We
26
MODULE 2 ∙ UNIT 4
sometimes have to serve very ............................... and discriminating groups, so I must be able to prepare a
variety of different ............................... and I usually ............................... with guests to hear their ......................
............. and work closely with ............................... staff. I also must take ............................... of food inventory
and I deal with vendors approving purchases to ensure ample ............................... of food stocks. My experience
in ............................... and food cost is invaluable.
5. Audit, shifts, handle, duties, listening, friendly, report, operations.
I have been working as Night Manager or ............................... for three years. I enjoy autonomy, even if
sometimes I must ............................... difficult and stressful situations in customer service. I must
............................... to the Director of Front office. My ............................... are similar to the Front desk manager
but my ............................... are at night. I must manage front desk ..............................., have IT skills, have
excellent ............................... skills, be able to solve
problems and complaints and create a courteous,
............................... and professional environment.
6. Charge, teach, closely, daily, chambermaids,
teamwork, laundry, quick, attitude, solve, groomed,
responsible, delivery, clear, hands-on, plan.
The executive housekeeper is in ............................... of
the cleaners and ..............................., making sure that
rooms are well ............................... and inspecting them
............................... He is ............................... for the
overseeing of the Housekeeping, ...............................
and Minibar departments.
He must ............................... employees a guest service
approach, how to greet customers and courteously
...............................
guest
requests,
a
can-do
............................... and a calm organized approach in all
situations. He will also work ............................... with
vendors to assure proper pricing, ............................... and maintenance. He must be able to communicate in a
..............................., concise and effective way and to promote an atmosphere of ..............................., building
morale and spirit and using a ............................... approach to management. He must be ............................... to
evaluate alternatives and decide on a ............................... of action, thinking creatively.
7. Instructions, receiving, overnights, meeting, candidates, breaks, convention, schedule, clean, banners,
break, care.
This advertisement is for a Banquet Houseperson. ............................... must be able to read and understand
written set up ............................... The job involves heavy lifting and carrying of equipment and a flexible
..............................., including nights, weekends and ............................... They must ............................... function
rooms prior to set-up, hang ............................... for meetings, set equipment to daily work sheet specifications.
They must also refresh ............................... rooms during meals and coffee ..............................., be able to
............................... down meeting rooms as soon as possible after end of function and move ...............................
material such as boxes, programs etc. from the hotel ............................... docks to the registration area or the
sleeping rooms or the suites, taking good ............................... of the equipment
8. Process, friendly, welcome, first time, luggage, stand, pleasant, comfortable, bags, services.
I’m a bellman at the Marriott Hotel. I must ............................... our guests in a ............................... and helpful way
and I must assist them with their ............................... during check-in and check-out ............................... and
lifting heavy ............................... and boxes. This also means being able to ............................... for long periods of
time. I also assist with the upselling of hotel ............................... and facilities. I am quite ............................... and
enjoy working with the public and I’m quite ............................... speaking and having conversations with
............................... acquaintances.
MODULE 2 ∙ UNIT 4
27
Speaking
20.
After listening to the presentation again decide.
A.
the ideal qualities of a holiday representative
B.
how to handle the interview
C.
how to deal with difficult situations
D.
the pros of the job
E.
the cons of this post
CONTENT POINT 7
Hotel resort representatives
1) Getting ready for the job
Reading and Speaking
21.
Read the following email that a holiday resort rep wrote to her family and answer the questions.
[email protected]
updating
Dear Mum,
time to write to you yet as we’ve been very busy
It’s been a week since I came over here to Antigua and I haven’t found the
our area manager and he drove me to the Atlantic
lately. On my arrival at the airport I found Mr Peter O’Toole waiting for me. He’s
training programme where I was introduced to all my
hotel where I will be staying for the summer season. There I attended a five-day
how to check in plane-loads of holiday-makers, make short
colleagues and was briefed (informed) about my tasks (duties). I was shown
nal tours during which I was taken round the island to
presentations and deal with (face, handle) complaints. I attended some educatio
At the end of the five days I took a test and was given a
visit some attractions because I might be accompanying groups of tourists there.
and take them to the hotel, then show them around, help
certificate. Next week I will have to welcome a party of 150 people at the airport
to outline (explain) their two-week stay and the excursion
them with check-in operations and be present during a briefing (meeting)
possibilities.
I’ll let you know more about my days here at the resort in another mail.
Give my love to dad.
Love,
Mary
1. Where is Mary going to work during the holidays?
2. What was the first thing she did as soon as she arrived?
3. What did the educational tour consist of?
4. How did the educational part end?
5. What will her task be?
MODULE 2 ∙ UNIT 4
28
2) First assignments
22.
Read the second email and summarize it orally following the points below
[email protected]
first impressions
Hi everyone, how’s life?
from my first host assignment at the airport together
Today it’s been unbearably hot here in Antigua. I’ve just come back
had just arrived from Europe.
with two of my colleagues. We welcomed a party of tourists who
and had a lengthy (long, extended) wait before they got
a
Panoram
r
chartere
airlines
the
of
They arrived on a Boeing 757
ses for their final destina tion. They were quite a
their luggag e. We loaded them on one coach and two minibu
) holidays to groups of youngsters, to honeymooners
heterogeneous group ranging from families on mainstream (normal
holiday. All the staff of our tour operator Ventana
villa
e)
to wealthy people who had booked an upmarket (posh, exclusiv
island, there are 23 properties, including villas
the
of
areas
will be looking after them, split (divided) into the main tourist
on Antigua.
I’ll keep in touch. Got to go now,
Love,
Mary
1. The party comes from...
2. They travelled...
3. Transfer was organised using...
4. Type of group...
5. Tour operator...
6. Kind of accommodation...
3) Late deals
23.
Read another email
and answer the questions.
[email protected]
getting ready for peak season
Hi Mum,
how are you doing? Here everything is fine. The Christmas period
is approaching and the island is almost fully booked.
With a capacity of 103,000 our area manager is daily in contact
with the commercial department of our tour operator in
Italy. I have heard that we still have between 200 and 300 seats
to sell. In this job it is important to act and react quickly
with late deals (last minute sales). It may happen that some tourists
pay € 200 for their weekly stay in an apartment and
other holidaymakers get them for € 50 on a last minute offer for unspec
ified accommodation. The competition is very fierce
and some specials offered by major operators can often upset
the balance of the market. Tomorrow I’ve been assigned
(given) the task of interviewing the guests of other tour operators
to find out (discover) how much they paid.
I’ll be in touch. Take care,
Mary
1. What is the full capacity of accommodation of the area?
2. Is it fully booked?
3. Do all tourists pay the same amount of money for a holiday there?
4. What kind of task has she been assigned for the next day?
MODULE 2 ∙ UNIT 4
29
4) Dealing with complaints or incidents
Vocabulary
24.
Can you make a list of the complaints Mary had to deal with today?
[email protected]
my job
Hi Peter,
e I know you would like to work as a resort rep in the
As promised I keep you updated (informed) about my job, becaus
) several complaints. They were minor problems, there
future. It’s a hard day’s night. Today I had to deal with (handle
to give a helping hand to move some from the beach.
weren’t enough sun-beds near the swimming-pool area so I had
group was in custody because he had been involved in
Then the police called and informed us that one of the boys of our
ining about her noisy neighbours. Though we tried to
a pub brawl (riot, rissa) last night. Tonight an old lady was compla
hotel is so packed with (full of) people that it’s been
allocate (keep) families and youngsters separately, this time the
ce claim because one boy sprained (slogò) his ankle
difficult to keep them apart. Yesterday we had to fill in an insuran
during the inciden t. Luckily our compla int ratio
ent
while attendi ng some surfing lessons and broke some equipm
a matter of time-wasters or things like the ones
just
it’s
times
(proportion) is usually very low, 1.5 per cent. Most of the
that happened today.
news.
I’ll fill you in (keep you updated, informed) tomorrow with some more
Bye,
Mary
5) Dealing with flight delays
Language Practice
25.
Read the letter and fill in the gaps with a suitable preposition.
[email protected]
my job
Hi dad,
Today we have had to deal …………….. a problem at the outbou
nd group …………. the airport because of the air traffic
controllers’ strike which has delayed the plane ………… two hours.
We were lucky if you consider that the other major
operator…………. the island had to deal with a 24-hour delay due
…………….. a technical problem of the aircraft and they
had to find accommodation …………….. 190 people in hotels
……………. the last minute. Being peak season it must
have been hard …………….. find beds for all these tourists …………
……… the moment most of the hotels are overbooked
on the island.
You asked me if I am also entertainer. No, I opted not …………
……… be entertainer because I have to look professional
during the day, and I would find it difficult ……………conciliate this
image with the job ………………… entertainer. I know
I’m not very good …………………. acting on the stage or giving
dancing classes ………………… the swimming-pool area.
Instead I deal with accoun ting, take part ………… ……… manag
ement meetin gs and visit villas. In these beautif ul
properties guests don’t have a resort rep, but we operate a dial-a-r
ep service. I also handle arrivals and departures and
hold welcoming meetings. I’ll keep you posted.
Write to me soon.
Love,
Mary
MODULE 2 ∙ UNIT 4
30
26.
Read the two presentations about Holiday representatives and compare the tasks they perform and
the information provided. Fill in the grid on page 31.
Michael
Jennyx
I am Michael Jennyx and I am a holiday
representative in a big hotel in Malta.
To be successful in this job you have to be
outgoing, confident and organised but also to be
energetic and with a good sense of humour. I must
be available to travel all over the world and also
be able to deal with all possible situations because
I happen to work with young clients, but also with families with children or
elderly people.
Here in Malta I meet guests at the airport and I arrange a welcome party at the
hotel. During their holiday I organise excursions and other activities related to
sports or entertainment. For example I escort the clients when they practise rock
climbing or at the spa resort and I act as a guide in tours and in visits to
historical sites. I must be able to answer all their questions.
I am always informed about local events and special
times like summer season festivals, Easter and
carnival entertainment to help the clients enjoy
their holiday as much as possible. Many people say
that this job is underpaid if you consider that I work
12 hours per day, 6 days per week, but I think that
there are also some perks attached to it because I
have all meals, accommodation and transportation
provided. It is also a good opportunity to experience
new cultures and learn different languages.
It has helped me grow up because I must be well
organised and responsible to live away from my home for months. I
meet many people and my colleagues often become good friends. This job
generally does not last more than two years because if you decide to continue
working in this sector you could make a career and become a resort manager or
an employee in a travel agency or in a tourist information centre. This is exactly
what I have in mind. However I like my job because every day brings new
situations and problems to solve and every group of tourists is a new challenge
to face with energy and ability.
MODULE 2 ∙ UNIT 4
Kate
I’m Kate and I work as a holiday representative in the Karisma hotel in Santo Domingo.
I’m very outgoing, original, charismatic, organised, pragmatic, but also calm, controlled and
professional, all characteristics that you need for this kind of job.
I have to welcome guests to the resort and provide a complete knowledge of
the area, guide groups around places of interest, ensure the comfort of all
guests from the service to health and safety issues, deal with emergency
situations such as illnesses, deaths and other incidents, write reports
regarding sales, facilities... When I deal with young people I organise
parties and nights full of live entertainment, with many local performers,
as in the Dominican Folklore Night, Ecuadorian Culture Evening, Roman Night, Magic
Show and Beach Party. With clients over the age of 50 I have to lead dancing classes, karaoke
and be a bingo caller. During the day I organise activities such as pool aerobics, nature walks,
water skiing, beach volley tournaments, tennis, table tennis, football, horseback riding,
windsurfing and much more! I earn a basic salary of £395 per month but my
accommodation, meals and flights are paid for. I work 12 hours a day and 6 days a
week. As a result of my job, I have gained confidence, improved my public
speaking skills and learnt to deal with particularly demanding customers; I’ve
improved my organisation, communication, time management, accounting and
team work skills. This type of work can be an advantage in the future, because you
meet so many people along the way who will always be there to employ or
recommend you. If you wish to stay in this line of work, the natural progression is
team leader, head representative and resident manager. As for the less favourable
aspects of the job, I have to list the long hours as number one, but also the fact that
it can be a very lonely life at times. Guests are all around you, eating in the same restaurant,
sleeping in the same hotel or drinking in the same bar: you can feel as if you have lost some of your
privacy. In some cases, you have to handle irritated customers or deal with a month-long coach strike,
as once happened to me. This job isn’t for everyone, but if you are well motivated, have a friendly
personality and want to see the world, why not? It can really be emotionally difficult, but when you get
through these challenges, you become much stronger and can fully appreciate how lucky you are!
Michael
Working place
Features required to be successful
Tasks and activities
Information to provide
Salary
Schedule
Future career
Skills required by the job
Downsides
Perks of the job
Kate
31
MODULE 2 ∙ UNIT 4
32
CONTENT POINT 8
Restaurant managers
27.
Read the following presentation and fill in the grid.
Silvano
Goretti
Good morning, I am Silvano Goretti, I live in Venice and I have worked as restaurant
manager in St. Mark’s Restaurant in Venice since 1997. This is one of the most elegant
restaurants in the city. Every single detail in this wonderful top-class restaurant is given the
greatest care: like the refined atmosphere and the service.
Our guests can enjoy a spectacular view of St. Mark’s Square
from the summer terrace. The dining room is tastefully decorated
with antiques, Persian carpets, damask table cloths, china dishes
and exclusive hand-made decor. We use crystal glasses,
silverware, fresh flowers and candle light in Murano glass, to
give a special and romantic atmosphere. There are also rooms for
private parties. Our superb cuisine offers traditional Venetian
but also creative dishes with the best market-fresh ingredients.
In my working day I have a lot of responsibilities. First of all, to
offer our guests an excellent service, I have to ensure that all the shifts of kitchen, waiting
and cleaning staff are covered and that all the employees adhere to the company’s uniform
standard. For a renowned restaurant it is essential to have a high standard of hygiene, to
observe health and safety regulations and my task is to check that the restaurant complies
with these sanitary and security measures. Another task I have is supervising the layout of
the table, receiving and seating guests, choosing, planning and co-ordinating menus and
informing the chef of day to day requests from customers. I’m also responsible for the
pre-booking of big reception rooms where parties or wedding lunches are held. For this kind
of work I have a business and finance qualification and I’m considered very efficient. I won
two awards; one in 2001 for the “Best New and Upcoming Manager” and one in 2002 for the
“Best Restaurant”.
Name of the restaurant
Features of the restaurant
Main characteristics of the dining room
Cuisine
Tasks of the restaurant manager
Qualifications required
Awards won
MODULE 2 ∙ UNIT 5
33
SKILL 5: HOW TO TALK ABOUT FLYING
Role-playing
7.
Imagine you are speaking with a customer in a travel agency.Tell him:
1. what documents you should have ready to enter your country from Britain
2. if you can buy duty-free goods at the airport when leaving from London Heathrow airport to Italy.
3. how you can reach the town centre from your nearest airport.
8.
You are a travel agent and your customers have asked you the following questions. Find the right
answers given in scrambled order below:
1. Can I take an oversize baggage with me?
2. How much is our baggage allowance?
3. What shall I do if my suitcase should be lost or damaged?
4. Are there any seats with extra leg-room?
5. Are there any security rules regarding carry-on luggage?
6. How long before my flight do I need to be at the airport?
7. Could I have a vegetarian meal during the long-haul flight?
8. What if my flight is delayed?
9. Where do babies sit on the plane?
10. Do you run any risks when you fly?
A.
You can take items such as wheelchairs or pushchairs, but others like windsurfers, surfboards, bicycles or
golf clubs cannot be guaranteed and you may be subject to a charge at check-in. the charge will vary
depending it’s a short-haul or a long-haul flight.
B.
You may develop Deep Vein Thrombosis in case of prolonged immobility. This occurs when a blood clot
forms in the lower leg. People who are most at risk are women taking oral contraceptive pills or pregnant
women, or smokers, obese or those suffering from congestive heart failure. To reduce the risk you should
walk around the aircraft when possible, exercise feet and legs, wear elastic tights and drink plenty of liquids.
34
C.
MODULE 2 ∙ UNIT 5
Infants have to sit on your lap for the whole
flight, unless a seat has been purchased. There
are no nappy-changing facilities or skycots
onboard. Your baby food will be warmed if
required.
D.
Be at the airport at least 2 hours before
departure time.
E.
Sure, but you must book it before departure by
calling the special needs hotline on 800 898
600.
F.
It’s 15 kilos with Ryanair and other low cost
companies and 20 kilos with standard airlines.
If you exceed your luggage allowance you will
have to pay extra charges. Around € 8 per kilo.
Such excess charges will have to be paid at
check-in by credit card. Remember to put your
name and contact details on a tag attached to
your suitcase. You can also have one piece of
hand-baggage of maximum 10 kilos.
G.
Avoid carrying scissors or sharp metal objects
in your hand baggage as they will be removed
for safety reasons. You are not allowed to carry
aerosols, chemical products and matches or
fireworks in your hand baggage either as they
create a hazard because of the changes in
temperatures and pressure. Small bottles of
liquids are allowed if they are carried in
transparent plastic bags.
H.
Report it to the airline handling agent at the
arrival airport in the baggage reclaim area. You
will have to fill in a form giving a description of
your baggage, then send a copy of the
Property Irregularity Report to your travel
Insurance company.
I.
Yes, they are located near the emergency exits and they must
be occupied by adults only for safety reasons. Of course you
will have to book them in advance for an extra charge of
around € 50.
J.
The airline will provide light refreshments in case of 3-4
hours’ delay or a meal for longer ones. If the delay is
between 8 and 12 hours the airline will provide overnight
accommodation if possible. However your holiday will not be
refunded in case you cancel it because of a flight delay.
MODULE 2 ∙ UNIT 6
35
CONTENT POINT 4
A safari guide
Reading
4.
Read the following text about a safari guide and underline the sentences stating that...
1. the guide is friendly and outgoing
2. the guide has a big sense of responsibility
3. it’s important to find your way in the savannah
4. hyenas once came very close to his 4-wheel drive
5. a tourist came too close to a hunting lioness
6. travelling downwind is unsafe
7. a woman didn’t like the sight of the gazelle kill
8. lions start roaming at sunset
9. the season when cubs are born is the best to shoot videos
Reading
A SAFARI GUIDE
To be a safari guide you need to be adventurous because you sometimes work in challenging
conditions. You need special skills such as group leadership, first aid, cooking, four-wheeldriving, bush survival, knowledge of flora and fauna and emergency procedures. It is an
enormous responsibility to lead groups to remote areas, in game reserves, which are as
dangerous as they are ruggedly beautiful. Good orientation skills are an asset (advantage) if
you want to find your way in the reserve spotting (recognizing) landmarks and boundaries
(borders) and recognizing the different tracks left by the animals. Elephants may try to come
into your camp, you may see lions 5 metres away, hyenas nosing around your jeep. Sometimes
we track a rhino on foot following its footprints, but you have to be careful not to travel
downwind (in the direction of the wind). Once I had to rescue (save) a tourist videotaping a
charging lioness. Sometimes tourists don’t realize they are wild animals or they think they are
at a zoo. Here if you get too close to an animal it may become
dangerous. The lioness caught a
gazelle and brought it to its cubs
(baby lions) to feed (to give food)
them.
A lady was disgusted at the sight
of the kill but I explained it’s part
of their nature. Camps may be
located in a dangerous game (wild
animals) area and they are not
fenced (enclosed with a barrier). I
especially like a game drive at
sunset. That’s when you are more
likely to spot a lion. They sleep
during the day and start hunting
when it cools off (when the air is
cooler). But they are often hidden in
bushes so you have to be really
lucky to spot one.
A typical day starts with a hot cup
of coffee before heading off on a walk to see flocks of birds. Flamingos and pelicans are
especially beautiful. The morning may be spent game viewing. A late morning brunch will
typically include fruit, cereal, toast or a cooked meal like bacon and eggs. The hot early
afternoon is ideal for a siesta.
36
MODULE 2 ∙ UNIT 6
Billowy clouds and occasional spring-like
showers, clear blue skies, bright sunlight,
and vibrant green grass create brilliant
photographic opportunities. Our jeeps are
usually equipped with window seats and
open hatch (opening in the roof or in the
rear part) assuring unlimited wildlife
observation and photography.
Departure points of our expeditions are 8
cozy (comfortable) bungalows on the edge
(border) of the reserve with a refreshing pool
and surrounded by tropical gardens, where
delicious home-cooked meals are served in the open-air dining-room.
I operate in Tarangire National Park in Tanzania where the majestic baobab trees dwarf (make
the animals look smaller) the animals that feed beneath (under) them. Elephants, buffalos,
zebras and giraffes may be seen here. Lions, leopards and cheetahs are also there. The
Ngorongoro Highlands are one of the most spectacular game haunts (frequented place) in Africa
and have been designated a World Heritage Site. Here animals are found throughout the year
due to (because of) the permanent availability of grass and water. You can spot black-maned
(dalla criniera nera) lions, the endangered black rhino and lots of other predators. The
Serengeti National Park is one of the most productive habitats and impressive wildlife
sanctuaries in the world. Its plains of short grass are especially remarkable in the calving
season (when calves or baby animals are born) when game viewing is at its best. Wealthy (rich)
tourists are sometimes whimsical (strange and unpredictable) and too impulsive. Some of them
are really too loud, especially the Italians, and we have to remind them to respect the local
fauna and try to be minimally invasive. Once a tourist was shouting at his friend because he
was too excited. He was standing behind a zebra, which got frightened. Its flatulence (too much
gas in the digestive tract) because it was scared was particularly smelly (stinking).
We don’t get high salaries but sometimes tips are good or we receive presents and souvenirs
from the tourists. Americans are especially generous. I like making friends with tourists,
especially young people. Some may be too nosy (curious) and ask about my private life but I
don’t mind. They send me cards when they go back home. Once a German tourist even invited
me to visit him.
Vocabulary
5.
Match the words to their definition:
As a guide you may have to talk about art. When you describe a church
from the outside you may have to use the following expressions:
bell tower, main portal, belfry, rose window, spire, buttress, porch, gable.
Do you know their meaning?
A room at the top of a tower where bells are hung. Also a bell tower standing alone, not
attached to a building.
A tower which has bells at the top. It is usually part of a church.
Triangular part at the top of a roof, between the two sloping sides.
A covered platform often with a separate roof at the entrance of a church or a house.
Circular stained glass window with tracery and lace like patterns radiating from its centre.
Main entrance to a church, usually large and imposing.
A tall tower that tapers to a point at the top.
A structure built against the wall for support or reinforcement.
MODULE 2 ∙ UNIT 6
37
CONTENT POINT 5
Modern-day museums
Reading
MUSEUMS ARE DOING SOME LIFTING.
Learn about this revolution in the conception
of museums from the words of a custodian.
I am very fond of my job as a custodian. We have lots of visitors every day.
Museums preserve our history and culture and help us understand our origins. They give
everyone the chance to enjoy things of the past. So museums perform both the task of
educating and amusing.
We have many guides who take parties round the museum. It is certainly difficult to cope with
large groups. Some groups are bad-tempered when they arrive because of delays in transport
or because they are tired after a long tour, so the way a custodian behaves is important
because it may help people appreciate and respect the exhibits more.
In Victorian times museums used to be sombre (dull, serious, sober), unattractive, boring
places and the layout (plan) of the rooms and the cases was quite untidy (messy and cluttered).
Museums nowadays are no longer austere, dull places where art, musty (con la muffa) relics
(remains) and facts are preserved in dusty showcases in dark dirty halls, bereft of (without)
context or passion in badly organised collections, to be admired in silence by a restricted elite
of academics. Our museums are lively, interactive and user-friendly, the various exhibits are
accompanied by explanations and pictures, models giving visitors the chance to have hands-on
(direct) experience of phenomena, so the standard of display has improved a great deal (a lot)
over the last years and above all they are accessible to everybody and not only to an elite of
researchers. Our curators often attend crash courses (rapid and intense course of training) in
marketing, thus (so) improving their ability to advertise (publicize) the museum and the events
or the temporary exhibitions. The way the exhibits and artefacts are displayed (shown) is
attractive and exciting. The halls and exhibition space are luminous and welcome the visitor.
Our town has even converted an old mill into a museum, which is attached to the main body of
our museum instead of leaving the building in decline. Of
course we always need money to renovate or refurbish
(restore) rooms or to introduce new ideas in the displays of
works of art, that’s why we have to impose admission
charges or convert old disused buildings such as mines or
factories into tourist attractions. Our museum boss tries
to change the layout of the exhibition space dividing it in
new ways using partitions and introducing new objects so
as to stimulate people to visit the museum more often.
6.
Having read the report from this custodian, make a list of the words contained in the text that
can be associated to old-fashioned museums or to modern-day museums. Then make a
comparison between museums in the past and nowadays.
Old-fashioned museums
…
…………………………………………
………………
………
…………………………………………
…………
……………
…………………………………………
……
…………………
…………………………………………
Modern-day museums
…………………
…………………………………………
…………………
…………………………………………
…………………
…………………………………………
…………………
…………………………………………
MODULE 2 ∙ UNIT 6
38
SKILL 1: HOW TO REPLY TO ENQUIRIES ABOUT GUIDES
Working as a guide
Role-playing
7.
You are a secretary at the association of Lombard guides and you receive the phone call a group leader
makes you. Act out the dialogue with your desk mate following the guidelines.
Secretary:
Greet customer.
Tourist:
Ask an English-speaking guide for Mantua. You have a group of Dutch
tourists.
Secretary:
Ask when and for how long they need the service.
Tourist:
Answer that you need a guide for the day after tomorrow for the whole day.
Secretary:
Ask if they prefer a walking or a coach tour.
Tourist:
Say you prefer to walk and ask if they provide guided daily excursions.
Secretary:
Say that there is a list of possible excursions to the nearby areas, Sabbioneta for example or along the
Mincio river.
Tourist:
Arrange for a time to pick up the group from their hotel.
Secretary:
Say that tours usually start at 9 and that you can pass by their hotel to arrange for details and costs.
Ask name and address.
SKILL 2: HOW TO WELCOME TOURISTS TO A RESORT
Working at the hotel for a tour operator
One of the assignments of a resort
representative is to welcome tourists
on their arrival at a destination.
You can use some of the following
expressions in this case:
1. On behalf of ………. I welcome you here in ………… / welcome to
our holiday village.
2. I wish you a pleasant, enjoyable stay here in ………….. All the staff
here at the holiday village will try to do their best to ensure that you
have an unforgettable holiday.
3. Let me give you some information about this place.
4. I invite you to visit, you may want to ………….
You can enjoy a ….. show, you can watch the best in ………….
5. The information office is open 24 hours a day. For special requests or queries don’t hesitate to contact us.
6. You’ll find all the facilities on the map which I will now give you.
7. Well that’s all I wanted to point out. If there are no questions I’ll show you to your bungalows. I hope you will
enjoy your stay with us.
8.
Prepare a welcome speech for a group of tourists who have just arrived at a tropical resort.
MODULE 2 ∙ UNIT 8
39
SKILL 2: HOW TO DEAL WITH CUSTOMERS
Working with customers
Some staff will have frequent
contacts with customers as part
of their working routine and on
a daily basis. Think for example
of leisure centre receptions
check-in staff at an airport.
Others, such as cleaners or
maintenance staff, will have
less contact.
However everybody should
become aware that there are
certain communication rules to
keep in mind when dealing
with customers.
First of all you should try and
use appropriate language and
a suitable pitch and tone of
voice. Pauses and silences as
well as your body language
can all contribute to create a
pleasant or a negative
communicative atmosphere.
Establishing eye contact is an
important part of sales
strategy. It will be easier to
persuade your clients if you
look at them directly. On the
contrary crossing your arms is
perceived as an aggressive
signal or a protective gesture.
You should also learn how to
listen and respond to
customers, asking appropriate
questions and providing
accurate information. Show
interest in what the customer is
saying; donʼt be distracted by
what is going on across the
street or outside the office.
Try never to contradict the
customer unless it is strictly
necessary. Another thing that
clients find bothering is having
their conversation with you
interrupted by phone calls.
They might wish to walk out of
the office, so if you receive
phone calls try to keep them as
short as possible.
Some customers do not like
too friendly an approach so
avoid being too informal.
Let them tell you if they want to
go to first name basis.
Dealing with customers is not
always about selling them a
product, but also about
supplying information and
advice, or receiving and
passing on messages or
keeping records, providing
assistance, dealing with
emergencies and problems,
accepting customersʼ
comments or complaints,
offering extra services,
for example arranging
hotel accommodation or
booking a taxi.
When you provide information
keep it simple in order to avoid
confusion.
Speak slowly clearly, and
confidenly.
To recap:
DO
• Stop what you are doing
when a customer enters your
office or reception.
• Look directly at the guest.
Give him/her your full
attention.
• Ask if you can be of help.
• Apologize if you have to
answer the phone and keep
the conversation short.
DON’T
• Carry on talking to a
colleague when you have
customers at the reception
counter.
• Show that you are not
interested.
• Smoke in front of the
customer.
• Mumble or speak too quickly.
Choose from th
e following lis
t to fill in.
You can add so
me more if you
wish:
Interested
, smart, shabby
, angry, happy,
cheerful, fed up
smiling, relaxe
, bored, irritate
d,
d, lazy, nervou
s
A receptionist
should look ...
........................
........................
...........
........................
........................
........................
........................
............
........................
........................
........................
........................
............
A receptionist
shouldn’t look
........................
........................
........................
........................
............
........................
........................
........................
........................
............
........................
........................
........................
........................
............
........................
........................
........................
........................
............
40
MODULE 2 ∙ UNIT 8
SKILL 3: HOW TO HANDLE COMPLAINTS
Working with customers
Sometimes you have to deal with complaints, either face-to-face or over the telephone or in
writing.
When you have to face such a situation bear in mind the following advice: listen carefully,
then …
Keep calm. Don’t argue. Apologise for any inconvenience caused. Find a solution and agree to
it with the customer. State that the matter will be fully investigated and put right.
See the problem from the customer’s point of view. Make sure that what you promised gets
done. When you can’t deal with a complaint or an enquiry, refer to a senior member of staff.
KEEPING CUSTOMER RECORDS
If you learn to keep up-to-date customer records you can get a clear picture of your
business and you can start planning for its future.
You should change and update existing records and show accuracy and confidentiality
when working with them.
Speaking
5.
Imagine you are a hotel manager. You must instruct your new receptionist on how to handle complaints.
Act out the conversation with your deskmate.
Self evaluation
Am I an effective communicator?
stion
maximum 3 points for each que
Answer the questions and give
t talking
of listeners as soon as you star
1. you can catch the attention
t you are saying
2. nobody asks you to repeat wha
al feelings and experiences
3. you easily share your person
time to time
and what you are saying from
4. you check that people underst
it difficult to change your opinion
5. you are flexible and don’t find
ond to others
ys because you listen and resp
6. your conversations are two-wa
’t feel like doing it
municate with you when they don
7. you don’t force people to com
way
and opinions in an interesting
8. you communicate your stories
ple and their different opinions
9. you show respect for other peo
people’s stories and ideas
10. you show interest for other
score:
n to what others are saying
interested in a conversation or liste
10-22: sometimes you don’t seem
riences
can increase your personal expe
listener. If you want to improve your
and
ker
spea
d
goo
and
a
king
are
you
spea
5:
23-2
want to better your
impersonal in your behaviour if you
and views on issues. Try to be less
listening skills
also give
to do that in an effective way. You
ut what to communicate and how
26-30: you have a clear idea abo
ng.
ested in what the others are sayi
the impression that you are inter
MODULE 3 ∙ UNIT 1
41
CONTENT POINT 10
Curiosities about
air travel
PART 1
Did you know that…
• It takes an airline around 45 minutes’ turnaround time (tempo di sosta prima di ripartire) to unload a
plane and load and service it for the next flight?
• The area where you can transfer to another flight is called transit area?
• An airport is called a hub when there are lots of planes arriving and lots of passengers transferring to
other flights?
• At the passport control if you are travelling to one of the Schengen countries, only your ticket will
be inspected. The Schengen countries are: Belgium, Denmark, Germany, Finland, France, Greece,
Italy, Luxemburg, the Netherlands, Norway, Austria, Portugal, Spain (incl. the Canary Islands),
Iceland and Sweden.
• After 1st July 1999 the European Union became one trade block or a Single Market, without
customs duties among the countries, so duty free allowances were abolished, unless you travel
outside Europe. Of course carrying firearms, drugs or pornography is illegal. For personal medicines
you should carry a copy of the prescription with you.
Speaking
15. Answer the questions.
1. How long does a plane take to unload passengers and cases and to be ready for the next flight?
2. When you must take a connecting flight which part of the airport do you cross?
3. Can I call Bergamo Orio al Serio’s airport a hub?
4. What are the Schengen countries?
5. Why is 1999 an important year in the history of the EU?
6. If you need to take special pills for medical reasons, can you do so when you are flying?
PART 2
• Window seats are pleasant as you can enjoy beautiful views. Aisle seats are practical if you want to
stand up and walk around very often. A seat close to toilets should be avoided on long-haul flights
as their area becomes congested with queues of people going to the lavatories. A seat next to
emergency exits has more leg room, but it can be cold. Middle rows seats are good if you want to
watch films. Middle seats are not nice as you should ask the other passengers to stand when you
need to have a walk or go to the toilet.
• In the UK some companies and services are linked with Air Miles. This is a
system by which you can accumulate air miles when you fly with an
airline or buy particular products or when you use some special
services, for instance when you pay by certain Credit Cards, or you
shop in a particular supermarket, or stay in a chain of hotel. The air
miles earned are stored in an account and they can be used to pay for
future flights.
• Pushchairs (strollers, passeggini) are considered part of the free
baggage allowance. Lightweight collapsible (foldable) child strollers may
be stowed (placed) in an overhead bin (enclosed space for storage)
depending on the type of aircraft. They may not be stored under the seat. Larger strollers can be
gate-checked just prior to boarding your flight.
42
MODULE 3 ∙ UNIT 1
Speaking
16. Answer the questions.
1. What are the pros and cons of window and aisle seats?
2. How does the air mile system work?
3. What are the advantages of e-tickets?
4. Can you take a foldable stroller on board with you? And a bulky one?
17. Translate the following expressions.
The outside of a plane
1. nose, 2. aisle, 3. wing, 4. tail, 5. flight deck, 6. landing gear, 7. passenger cabin, 8. luggage hold, 9. emergency exit.
The inside of a plane
1. overhead locker, 2. row, 3. mid seat, 4. window seat, 5. aisle seat, 6. hand luggage, 7. seat belt, 8. tray-table,
9. lifejacket, 10. headrest, 11. armrest, 12. reading light, 13. air vent, 14. window, 15. seat in upright position.
18. Explain the following words to the class:
Airport terminal: 1. shops, 2. restaurants, 3. snack bars, 4. lounges, 5. cash dispenser, 6. information desk, 7. letter
box, 8. toilets, 9. medical assistance, 10. public telephone, 11. games rooms, 12. bookstores, 13. banks,
14. loudspeakers, 15. television screens, 16. notice boards, 17. airline ticket counters.
Vocabulary
19. Look up the following words in the dictionary and write the Italian meaning in your exercise-book:
Check-in area: 1. check-in counter, 2. trolley, 3. ground stewardess, 4. ID or passport, 5. passenger, 6. Conveyor
belt, 7. baggage handlers sorting the bags in the baggage makeup room, 8. metal detector, 9. security personnel,
10. body checks, 11. X-ray machine for the hand luggage on the conveyor belt, 12. departure lounge, 13. gates,
14. air bridge, 15. aircraft.
Speaking
20. Translate the following expressions:
Arrival area: 1. baggage handlers unloading baggage from the plane, 2. baggage reclaim area, 3. carousel,
4. customs, 5. runway, 6. airline staff cleaning the cabin, 7. restocking the in-flight kitchen, 8. loading cargo, 9. fuel is
pumped into tanks in the plane’s wings, 10. flight technicians checking the engines and the tyres.
MODULE 3 ∙ UNIT 2
19.
43
Role play
Student A
You are a clerk in a rental company. You are responsible for the campervan and motor home department. Use the following
information provided in the box below to act out the role with your desk mate, who will play the role of a customer.
Give advise using the following expressions:
I think you should / If I were you I would... / I suggest you opt for... / I don’t recommend... because / why don’t you
hire.... / how about or what about hiring... / have you thought of...?
Student B
1. You are an American who wants to tour the capitals of Europe with his wife and two children.
2. You are a German man who wants to roam in a National Park with his wife.
3. You are a young man together with a group of 5 friends and you want to go to Greece to tour various beaches at
an easy pace. You opt for the 6-berth campervan: well-equipped with cooking facilities; storage room; sleeping
bags, sheets, pillows, crockery, cooking utensils and cutlery. It’s reliable and economical; easy to drive. Rates are
per day and include unlimited mileage, tax, third-party liability service, CDW (collision Damage Waiver) (in case of
accident you don’t pay for any damage to the vehicle).
■ 4-berth campervan
Up to 7 days
Two weeks
More than 15 days
€ 100
€95
€90
4-wheel drive camper:
power steering, long-range fuel tank, comfortable accommodation, versatile, essential living equipment
■ 2-berth 4-wheel drive camper
Up to 7 days
Two weeks
More than 15 days
€ 120
€115
€110
6-berth self-drive motorhome:
modern kitchen and confortable dining area; ideal for leisurely touring in style and comfort.
■ 6-berth self-drive motorhome
Up to 7 days
Two weeks
More than 15 days
€ 140
€135
€130
MODULE 3 ∙ UNIT 2
44
SKILL 2: HOW TO WRITE CIRCULARS
Working as a travel agent
CIRCULAR LETTERS
You send these letters to potential customers to inform them about a tour or package holiday.
A circular letter may also communicate the opening of a new branch office or a hotel
refurbishment or advertise an organisation, a programme or new services offered by an agency.
Circulars are also sent by tourist authorities to advertise a town or an area, its beauties, services
and facilities and so to persuade potential customers to go there as tourists. Circular letters often
use a colloquial language to convince the customer to pass the order. The simple present is used
to describe or to give information. The future is used to make promises or to convince. Such
letters are also rich in superlatives and comparatives to better promote the tours or the package
holidays.
The principal paragraph functions are:
1. Refer to previous contact if any/ and present the agency or the Tourist Body.
2. Present the programme or the facilities or the town with its landmarks.
3. Describe the services provided.
4. Express hope for a future contact or to do business.
Speaking
20.
21.
Read the coach tour of Italy on page 196 and find the name of the tour, summarize the introduction,
mention the main cities covered, describe the itinerary, accommodation and meals, transport used,
state dates and prices.
Read the following circular letter. Then complete it advertising the Italian tour on page 158. follow the
guidelines and the functions outlined in the box above.
Super Travels
Dear Sir,
I’d like to tell you about some newly released itineraries and special pricing from Super
Travels. Founded in 1981, Super Travels specializes in value-priced trips to destinations
worldwide, and the company has just released its line-up of 2009 vacations.
Super Travels caters to North American vacationers, and its escorted tours come
complete with hotel accommodations, transportation between cities on pre-arranged
itineraries, and the services of experienced guides. The company puts its volume
buying power to use in designing escorted tours to numerous destinations in 2009.
The following grand Italian tour is particularly successful and that is why we want to
propose it to you again…
The price includes…
So what are you waiting for? This tour cannot be missed. For more detailed information
please don’t hesitate to contact us.
We look forward to welcoming you back with us this year.
Best regards,
Lucia Rossi
MODULE 3 ∙ UNIT 3
45
CONTENT POINT 11
A tour by train and coach
14.
15.
Read the following tour and underline the expressions used to write an itinerary.
Provide a synonym or a definition for the words in red.
Reading
LOIRE VALLEY AND MONET’S
GARDEN BY EUROSTAR
Loire valley and Monet’s garden by Eurostar
Six days from only £ 389
The Loire valley, often called the Garden of France, is one of the country’s most beautiful
regions. It is a traditional land of sleepy towns full of narrow streets and old-fashioned shops
and markets, imposing cathedrals and opulent chateaux crammed with (full of) fine furniture
and antiques. Combine this with the house and garden of the Impressionist artist Claude
Monet and you have a lovely destination for a holiday. Once the playground of royalty, the Loire
Valley is rural France in its purest form.
Day 1: you depart from London Waterloo at 12.09 arriving at Paris Gare du Nord 2 hrs. 44
mins later. A coach will take you to Vernon near Claude Monet’s house and Garden, where you
will stay at the three-star hotel Normandy and have dinner.
Day 2: you visit Monet’s house and garden. You have all seen Monet’s paintings reproduced in
calendars and birthday cards, but to be here, in this
spectacular display of colour, is simply an
unforgettable experience. In the Japanese inspired
water garden, shaded by a great willow tree and
surrounded by bamboo trees, rhododendrons and
azaleas is the Lily Pond, where the famous Water
Lilies were painted. The interior of the house is also
outstanding.
You continue to Chartres, where the cathedral is arguably (perhaps) the most remarkable in
France, with perhaps the most intricate 13th century stained-glass (vetrate) in Europe. You
continue your southward journey arriving in the picturesque town of Tours, staying for three
nights’ bed-and-breakfast at the
three-star superior Holiday Inn or
Mercure, both centrally located on
the edge of the Old Town.
Day 3: after breakfast you make
your way down the charming Loire
Valley to the chateau of Villandry,
famous for its unique gardens,
consisting largely of colourful
vegetables! Then it’s on to Chinon,
medieval in character with winding
(snaking, meandering) streets,
pointed roofs, half-timbered houses
and dominated by the large
century-old castle, where Joan of
Arc met the dauphin before he was
crowned King of France in Reims
cathedral.
46
MODULE 3 ∙ UNIT 3
Day 4: this morning you visit Amboise, a delightful little town nestling on the banks of the
river where a royal castle sits. Visit also Leonardo da Vinci’s house, which has been restored
with many models of his inventions on display. You then reach Chenonceaux, home of Mary
Queen of Scots and probably the most stately (splendid) of the Loire Chateaux, majestically
hovering (perched) over the waters of the river Cher. This evening you dine in a charming
restaurant, full of the atmosphere so unique to France.
Day 5: after breakfast you depart Tours for a morning’s drive to visit the charming chateau of
Fontainebleau, just south of Paris, where Napoleon
departed to his exile on the island of Elba. It is
decorated in fantastic style, with intricate frescoes
and parquet floors inlaid (decorated) with exotic
woods. Most impressive is the vast display of
exquisite furniture and the extensive formally
designed grounds. Fontainebleau encompasses
everything you imagine about a French chateau;
style, opulence, grandeur – even outrageousness!
This evening you stay at the nearby three-star hotel
Mercure, where you will have dinner.
Day 6: the coach will transfer you to Paris in good time to take the 13.04 hrs service arriving in
London 2 hrs 44 mins. later.
Price includes: five nights’ bed-and-breakfast at three-star superior hotels Normandy, Holiday
INN and Mercure – dinner in hotels on nights one and five – dinner in restaurant on night four
– return standard class Eurostar from London Waterloo to Paris – first class upgrade available
£66 – all tours as mentioned – services of a French speaking Tour Manager – entrance to
chateaux and places of interest not included (approximately total cost £20, payable locally).
Single supplement £86 not included.
SKILL 1: HOW TO WRITE CIRCULAR LETTERS ABOUT RAIL
TRAVELS
16.
You are a travel agent. Write a circular letter to advertise the previous tour in France.
………………
……………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………………
MODULE 3 ∙ UNIT 4
47
CONTENT POINT 6
Reading
a safe
HOLIDAY SAFETY
Make sure that your bedroom or balcony door are locked. Keep
your valuables (money, jewellery, traveller’s cheques, passport,
etc.) in safety deposit boxes at the reception, even if you have to
pay a small charge, it is safer. Read the fire procedure and note
the emergency exit routes of your hotel as well as the fire notices in your bedroom or
apartment, which are usually hung on the back of the door. If you suffer from serious illnesses
or allergies, always carry a special note from your doctors.
If you need medicines during the night check the night hours which are displayed on the
outside of chemist’s. Instead if you require urgent medical assistance go to the nearest hospital
emergency room. Driving abroad can be fun, but make sure you are familiar with the local
regulations, especially on the highways. The local car hire company should inform you about
these. Using mopeds abroad can be dangerous if the road conditions are not good. Before
setting out on a trip in the mountains, desert or before going sailing, follow this advice: inform
someone about your destination, route and length of the trip. Check the weather forecast.
Don’t leave if bad weather has been forecast.
If you go hiking in the mountains keep in mind: 1. to pack a map and compass, 2 to take food
supplies with you, 3 to have a thermos flask and flares with you, 4. to have warm light-weight
clothes and a first-aid kit.
If anything wrong should happen during your hike: 1. don’t move, wait to be rescued 2. huddle
up to your companion to keep warm, 3. dig a hole in the snow to protect yourself. If you go
sailing make sure that 1. a life raft is attached to the vessel 2. there is a working radio on
board, 3. the emergency kit contains life jackets and flares, 4. you have the number of the
coastguard to be contacted in case of trouble.
Speaking
15.
16.
Go through the text above. Underline the imperatives and form sentences about things you should or
shouldn’t do. Use: You should/shouldn’t…, you’d better…, it would be better if…, you must…., you
don’t have to / you needn’t…, it would be a good idea if… .
Problems that you might face when on holiday.
Match the problems and solutions
Solutions
1. If you have language problems
A.
you should go to the lost property office
B.
you should learn a few useful phrases and buy a
2. if you lose your luggage on the flight,
3. if you get sunburnt
pocket dictionary
4. if your are not satisfied with your accommodation
5. if your money is stolen
6. if your passport is stolen
C.
you should complain at the reception
D.
you should stay out of the sun for a few days,
protect your skin and drink plenty of liquids
7. if your traveller’s cheques are lost or stolen
E.
you should report the crime to the police
F.
You should contact the embassy to have a
temporary passport issued
G.
You should go to a bank and have the cheques
cancelled and new ones issued
MODULE 3 ∙ UNIT 4
48
SKILL 1: HOW TO WRITE CIRCULAR LETTERS ABOUT CRUISES
Grammar practice
17.
Read the following circular letter giving information to customers about what to take with them on a
cruise and fill in with the missing prepositions.
[email protected]
circular
Dear customer,
We are writing ………… give you some information ……………. the Caribbean cruise you will go ………….. in a few days.
MEALS: there are two restaurants …………………..board and you can book the one you prefer, the table size you would
like and whether you wish ……………. be sitting ………………. the smoking or non-smoking section.
VACCINATIONS: no vaccinations are required ……………….. this holiday.
MEDICAL FACILITIES: a medical doctor is always available ……………….. board and the mini-hospital features
excellent equipment and facilities. However we recommend that you take adequate medical insurance cover.
CLOTHES ……………… PACK: take casual clothes ……………….. you ………………. the day and something more
formal …………. the evenings.
SHORE EXCURSIONS: most shore excursions are optional and usually not included ……………………. the price
………………… the cruise.
……………… further information do not hesitate ………………… contact us.
Yours faithfully,
Jane Red (Assistant Manager).
Vocabulary
18.
Read the following leaflet advertising Caribbean cruises. Match the words in bold type to the right
definition and find a suitable title for the advertisement:
........................................................................................
1. vegetation, 2. free time, 3. raiding or going on short hikes, 4. with rich tropical vegetation, 5. as white as sugar,
6. famous and well-known, 7. varied and multicoloured, 8. enormous, 9. far away from, 10. memorable, 10. bright,
11. fascinating, 12. ruin of a ship after it sank, 13. try, 14. visit, 15. unspoilt, 16. picturesque, 17. gems, 18. amazing,
19. exciting, 20. not on the tourist track, 21. gorgeous.
Get away from it all and enjoy the
take a
thrilling bath in its
lush green tropical
A
sugary white sands of a Caribbean beach, awash with sun and warm breezes,
fabled crystal clear waters or go
foliage of a
off the beaten track in the
virgin rain forest in Costa Rica while admiring its bird sanctuaries.
kaleidoscopic world of exotic, friendly people,
diving or snorkelling will feel like peeking in a
vibrant colours and warm waters is waiting for you. Your
huge aquarium. Head for the
the coast of Barbados or Grand Cayman. Your stops will give you
pearls; shop in the
foraying
wreck-diving opportunities
off
unforgettable memories of the various Caribbean
quaint French boutiques of St. Maarten or stroll the
the artist village of Altos de Chavon in the Dominican Republic, see the
enchanting cobblestone streets of
magnificent flower forests on Barbados or
learn about the sugar cane-driven economy of the island or tour Grenada’s spice plantations.
You can
sample as you wish depending on your likes and
time availability or you can opt for the
breathtaking Ultimate Caribbean Itinerary hopping from one island to the other.
MODULE 3 ∙ UNIT 4
49
SKILL 2: HOW TO ADVERTISE A CRUISE
Speaking
19.
Now read the leaflet of ex. 18 again and make notes in the following grid under the headings; then
present the cruise to your class.
CARIBBEAN
nature
islands
highlights
activities
CRUISES
Vocabulary and Grammar practice
20.
Use the root word given in capitals at the end of each sentence to form a word that fits in the gap.
1. St. Kitts used to be the sugar-……………. epicentre of the Caribbean. TRADE
2 This ………………… and enchanting island is a real surprise. HISTORY
3. The twin peaks in St. Lucia were shaped by the ………………. of a now extinct volcano. UPHEAVE
4. These pristine landscapes and ecosystems cannot be …………….. elsewhere in the region. FIND
5. There are numerous parks and natural preserves for the eco-……………… in Belize. TRAVEL
6. Barbados was nicknamed “little England” and it’s home to many museums that chronicle its …………… past.
RICHNESS
7. More than 100 shipwrecks along the reefs of Barbados are a playground for …………………. from around the
world. DIVE
8. From the Mayan Riviera a ……………… of shore excursions are available to reach the interior of Mexico and to
explore Mayan ruins, ancient forts and villages. VARIOUS
9. Cozumel is located …………………. 12 miles off the southern coast of Yucatan Peninsula, just across from Playa
del Carmen. APPROXIMATE
10. The ………………… waters and coral reefs of Cozumel are world-renowned as a diving destination. CRYSTAL
11. Venture into Panama’s Canal Zone and witness one of the world’s most …………………. man-made marvels.
SIGNIFY
12. The Panama canal is an engineering feat which …………………. travel and commerce. REVOLUTION
13. CocoCay, SM in the Bahamas is a ………………… corner of paradise whose clear waters are perfect for aquatic
recreational opportunities like snorkelling, diving or jet-skiing. SECLUSION
14. Grand Cayman used to be a hotspot and hideout for some of the most ………………… pirates. NOTE
15. Take in the magic and eclectic atmosphere of Hamilton, Bermuda, steeped in history, historic architecture and
………………. with British charm. BLESS
MODULE 3 ∙ UNIT 4
50
21.
Read the following text about Caribbean islands. Some lines are correct, while others have an extra
word. If the line is correct put a tick, otherwise cancel the word that should not be there.
The southernmost stretch of Key West, Florida used to be a haven for the rum smugglers.
Hemingway’s abode and haunts alone are well worth the trip.
Margarita Island, in Venezuela deserves the nickname of Pearl of the
Caribbean because of its long stretches of unspoiled beaches. Its
waters are so clear that you can easily spot lobsters frolicking
beneath the waves. Some of the highlights of Montego Bay in
Jamaica are its charming and eclectic open-air markets, its
noisy sidewalk domino-games, its shopping arcades and
last… but not least its world-famous Doctor’s Cave Beach,
fed by mineral springs. Aruba, on the other hand is a chic
blend of Dutch and Caribbean influences, from its cuisine to the
architecture. San Juan, Puerto Rico has also got two distinct personalities
because it’s both a vibrant, modern city and a historic colonial outpost of the
Spanish with its fortifications, museums and cathedrals.
Writing
22.
Prepare an advert describing a cruise featuring the following:
Glossary
On board activities and décor
relaxing massages in the spa
Simple elegance, fun with friends,
d to toe, romantic candle-lit
hea
where they will pamper you from
ment, time to unwind and
dinners, spectacular night entertain
under the careful guidance of
rejuvenate, exercise programme
enjoy each moment to the fullest.
trainers, swimming in the pools,
Food
aked pastries, seasonal
Exquisite cuisine, breakfast: freshly-b
dwiches, gourmet bites like
berries; elegant tea with finger san
ons served by waiters
crisp tempura or mini-beef Wellingt
isitely prepared gourmet
throughout the day, fresh and exqu
ed with fresh herbs
cuisine, culinary delights season
On-deck activities
the wildlife (whales or penguins
Table tennis tournament, discussing
ination), family oriented youth
or dolphins depending on the dest
enger hunt for adults
programmes, sunbathing deck, scav
Entertainment
uctions to captivating shows, lively
From dazzling Broadway-style prod
casino, theatre showing first-run
ting
discotheques, a glamorous exci
ding an adult-themed show,
movies, late-night comedy acts, inclu
musicians and magicians
fashion shows held poolside, onboard
n featuring salsa, merengue, and
throughout the day, dance instructio
e nights in the disco, poolside
ballroom dancing, plus special them
piano-entertainment in one of
d,
ban
an
deck parties with a Caribbe
l string music
the bars afternoon tea with classica
fleet (group of ships belonging to the
same company),
to sail (to navigate),
to rank (to classify),
itinerary (list of destinations visited),
shore (beach),
deck (the upper floor of the ship),
tournament (competition, series of
games),
wildlife (fauna),
ports of calls (ports to visit),
finger sandwich (bite-size
sandwiches),
savour (taste),
gourmet (connoisseur),
crisp (easily crumbled),
tempura (seafood or vegetables
dipped in batter and fried in
fat),
throughout (all over),
award (prize),
delights (food that gives great
pleasure),
seasoned (flavoured),
dazzling (bright,
captivating (attractive,
glamorous (magic),
first-run (available for public viewing
for the first time)
MODULE 3 ∙ UNIT 4
SKILL 4: HOW TO DESCRIBE A CRUISE SHIP
Grammar practice
27.
Fill in the text with the right tenses.
– ………………. (you enjoy) your cruise on the Ulysses?
– Yes, the ship ………….. (be) actually sleek and had a simple interior design, but it
was quite spacious. I always …………….. (find) secluded corners where
………………. (read) books or have a quiet chat.
– …………….. (be) the entertainment team good?
– They …………….. (be) fascinating. There ………….. (be) eight members of the
production cast, expert lecturers, an orchestra with singers, instrumentalists , like
trumpet players, harpist, piano player, then comedians and magicians. The cruise
director and his assistant were also really charming and enthusiastic, they always
……………….. (make) you feel taken care of. The best team I …………….. (ever
meet) on a cruise. Thanks to the open seating policy we actually ………….. (have)
dinner with some of the musicians sometimes.
– Wow, it must ………………. (be) unforgettable.
– Yes, tea time trivia and late afternoon bingo usually ………….. (have) a good
crowd. Other quiet indoor activities included ……………… (make) handicrafts,
needlepoint and bridge and other card games.
– Sounds nice. What can you …………… (tell) me about the amenities on board?
– Well, they were the usual ones, a nice cocktail lounge, a cigar club, a well-stocked
library with eight computers with the Internet access as well. That’s where I
………….. (send) you my digital pictures from. The computers were often quite
busy, actually, with passengers ………………. (send) electronic postcards to those
……………… (leave) behind back home. There …………… (be) also a nice
computer teacher who ………………… (give) classes to hone your skills. He
……………… (teach) me how to zip pictures.
– ………………… (you buy) anything on board?
– Well, I ……………………… (buy) some toiletries which I ………………………………
(leave) home. There was a boutique ……………….. (sell) designer wear and
jewellery, but it was far too pricey.
– …………………. (you go) to the casino?
– Yes, black jack, craps and roulette ……………. (be) pretty quiet as most of the
people …………… (play) the slots
51
52
MODULE 3 ∙ UNIT 4
– What ……………….. (your cabin like)?
– It was a suite with balcony, two deck chairs and a small table, walk-in closet with
safe, separate sitting area with sofa, two chairs and a small table, a vanity table
and lighted mirror, a queen bed with two night stands, reading lights, and
sumptuous linens, small refrigerator and minibar with premium liquor setup, what
else, yes, TV and VCR, desk and credenza with plug-in for ……………………….
(recharge) computer or camera battery, a super large bathroom with separate
shower and tub.
– You were really superbly accommodated. And ………….. (tell) me, was the cuisine
up to your usual standard? I know you can ………….. (be) quite demanding
sometimes.
– Yes, strange as it can …………….. (sound) everything was to my liking, it was
varied and excellent. In addition to interestingly-prepared choices of meat, fish, or
chicken, the menu always ……………… (include) "lite-fare" options for those who
……………….. (try) to watch their calories. I tried …………………. (choose) at least
one item each evening from the "lite-fare" list, but I'm sure it …………………….
(not offset) all of the other goodies I …………………. (eat). The artistic talent of the
chefs onboard was remarkable. The food carvings and presentation was
outstanding. We especially ……………. (appreciate) the complimentary wines with
dinner, several of which were excellent. Often the Pool Grill ………………. (have) a
special theme such as barbeque or grilled fish. Passengers who …………. (feel) a
little famished in mid-afternoon could have tea and wonderful pastries or snacks,
before ……………. (have) drinks and canapés in the lounge. And on top of that we
also …………….. (find) the small pieces of chocolate ………….. (leave) in our suite
each night with the turn-down service.
– How ………………….. (you manage) to stay fit?
– Thanks to the Fitness Afloat Athletic programme. We ……………… (have) a fitness
instructor in the aerobics room, a really handsome guy. Adjacent to this room there
was a gym with treadmills, bicycles, machines and free weights. One whole wall
was windows so we ………………..(be able) work out while …………………
(watch) the sea. Besides there ……………. (be) two Jacuzzi hot tubs on the upper
level near the pool and I………………. (have) a massage at the spa almost every
day. I also walked around the deck ……………… (enjoy) the salt air, sea breeze
and the occasional wave.
– You sure know how to pamper yourself!
28.
Imagine you are a travel agent. Underline the main features of the cruise described above and
present the cruise to a potential customer.
MODULE 3 ∙ UNIT 4
53
SKILL 5: HOW TO PRESENT A MEDITERRANEAN CRUISE
Role-playing
29.
As a travel agent explain the itinerary to a wealthy British customer that would like to spend his
honeymoon in the Mediterranean. Use the information provided below to answer his queries. Student
A is the travel agent. Student B is the customer.
A MEDITERRANEAN CRUISE
The jewels of the Mediterranean on a glorious three-week cruise.
Sophisticated ultra-modern cruise ship built like a floating hotel, sets sail every Monday from the port of Genoa:
check-in at 3.00 pm; a mine of cultural pearls.
Ports of call of historical and artistic appeal.
• Vibrant, bustling Barcelona with its fascinating, quirky architecture wrought by eccentric architect Gaudi, the
Ramblas, the labyrinth of Gothic streets with small restaurants where you can sample delicious tapas or a paella,
splendid modern buildings, the legacy of the Olympics.
• Elegant Monte Carlo.
• Sophisticated and chic St. Tropez on the French Riviera.
• Gems of Pisa and Florence with the Fields of Miracles and the famous Leaning tower of Pisa and the
Renaissance splendours of Florence.
• Treasures of Rome, throw a coin into the Trevi Fountain to make sure you will come back to the Eternal City
• Palma, the Majorcan capital, a shopper’s paradise and summer residence of the Spanish Royal family. A sweeping
promenade, pretty harbour and gourmet restaurants, Gothic cathedral and picturesque old city.
• Gibraltar: according to the Ancient Greeks, the Pillars of Hercules marked the end of the world; A dizzying cable
car ride to the top of the Rock gives visitors to Gibraltar an incredible view out across the straits
• Heraklion the main port on the ruggedly beautiful island of Crete. It is also the capital of modern Crete and a lively
city. Visit the Palace of Knossos, where the old capital was located and where king Minos ran a Cretan empire that
challenged Egypt for supremacy. This was once the most sophisticated palace in the world. In its central courtyard
acrobats used to jump fearlessly over bulls, giving origin to what is now called bullfight. The palace is stunning for
its extraordinary staircase and its advanced plumbing.
• Rhodes: the walled city occupied by the Greeks, Romans, Crusaders and the Knights of St John. Quite apart from
its wealth of history, it offers
fabulous
beaches
and
traditional tavernas.
• Athens: the cradle of
Customer: Hello
civilisation; climb up the
Acropolis to see the enthralling
Travel agent: Good morning, can I help you?
Parthenon. Ride the funicular
Customer: Yes, I’d like some information about your cruises to the
to the restaurant at the top of
Mediterranean.
Mount Lycabettus. You can’t
miss the markets and tavernas
Travel agent: Yes, sure, what would you like to know?
of the Plaka district. Here you
Customer: When do the cruises leave?
will find leather goods or
Travel agent: .........................................................................................................
clothing and tasty Greek food.
Customer: Where does it begin? What are the ports of calls?
• Zakinthos:
once,
the
quintessential Greek island;
Travel agent: .........................................................................................................
sample traditional Greek
Customer: How do I get to the departure port?
cuisine. In the outlying
villages time really does seem
Travel agent: .........................................................................................................
to have stood still and the
Customer: I’m getting married in London next month and we’ll leave from
earthquake also failed to ruin
there.
the extraordinary natural
Travel
agent:
You can either come by plane leaving from .................... or by car.
beauty of the island.
At the travel agency
Customer: I see. Well what are the countries that we will visit?
Travel agent: .........................................................................................................
Customer: How long will we stay in Zakinthos?
Travel agent: .........................................................................................................
MODULE 3 ∙ UNIT 4
54
Writing
30.
Use the information of the Mediterranean cruise to write a circular letter advertising the holiday.
Follow the guidelines and add the information from ex. 31.
Dear Sirs,
For the next summer season we are pleased to present our latest cruise in the Mediterranean.
As you know our ships are well known for both their excellent facilities and their lavish meals.
The excursions are plentiful and in particular…
This unforgettable cruise is really special - both for the scenic features and the advantageous price.
... ... ... ...
SKILL 6: HOW TO PRESENT A CRUISE TO ANTARCTICA
Vocabulary
31.
Match the words to their meaning or synonym.
A. to land,
11. courting season
12. seals
13. breeding territories
14. chicks hatch
15. receding
6. required
7. set out
8. melt
9. weather pattern
10. courtship ritual
1. ice strengthened
2. get ashore
3. towering icebergs
4. stillness
5. lectures
B. baby animals break the eggs,
E. become liquid,
F. rituale di corteggiamento,
I. icebergs che torreggiano,
M. to be in the hands of,
Q. quiet / silence,
J. foche,
C. avvistamenti delle balene,
G. climatic conditions,
K. needed,
N. rinforzata per il ghiaccio,
R. reproduction areas,
16. whale sightings
17. to be at the mercy of
18. drop
19. set the schedule
D. leave,
H. mark the passing of time,
L. lessons about a topic,
O. go down,
S. going backward
P. breeding season,
MODULE 4 ∙ UNIT 1
55
Language Practice
10. Read to the following account of a lady who relates about her hotel stay and fill in with the right
prepositions:
“… Since it was a busy time …………… the year, it was almost peak season, we decided ……….. book our hotel
room well ahead ………… time, so we made a reservation one month ………. advance, to make sure we could find
a place. When we arrived ………. the hotel we checked …………….
………………. reception, we gave the
receptionist our documents and she handed …………. our room key. We gave the porter a tip ………….. taking our
luggage upstairs …………. our room and we settled …………….. The following day we checked ………..
…………… our hotel room because there was something wrong …………….. the fan and it was stifling
hot……………….”
Vocabulary
11. Underline the words in the previous text that are synonymous with the following expressions and
match them to the right definition.
……………………= to make a reservation
……………………= busy season
……………………= in advance, before you go
……………………= hand in the documents and receive the room key
……………………= person who carries luggage
……………………= money you give in exchange of a service
……………………= leave the room on your last day
……………………= too hot
Role-playing
12. Act out the checking out with your class mate. You are the receptionist and he/she will be the guest.
Follow the guidelines of the language focus.
Vocabulary
13. Complete the following dialogue with the expressions given in scrambled order:
fully / available, free / vacancies / bedded room / lift / board / bill
1. Could I make a reservation for a twin ………………..
2. I’d like to book for next weekend. Do you still have any rooms ……………….? No, I’m sorry. We don’t have any
……………… for that period. It’s …………….. booked.
3. Your room is on the fourth floor and the ……………. is down there to the left of the main hall.
4. I’m leaving in half an hour to go to the airport. Could I pay my ………….. and have a taxi take me there, please?
5. Did you book just bed and breakfast or full ………………?
Speaking
14. Put the following actions in the right order:
1. He left the hotel.
7. He got up and had breakfast.
2. He went up to his room.
8. He booked the hotel.
3. He checked in at reception.
9. He spent the night in the hotel.
4. He went out to a local pub for a quick dinner.
10. He paid his bill.
5. He arrived at the hotel.
11. He had an early morning call.
6. He tipped the porter who took his bag to the room.
56
MODULE 4 ∙ UNIT 1
SKILL 4: HOW TO ASK FOR DIRECTIONS
Working at the hotel reception
Language focus
Phraseology
Excuse me could you tell me the way to…?
Do you know how I can get to…? / could you tell me how I can get there?
Is there a bus station/railway station / underground station near here?
How can I get to the restaurant / cathedral/stadium / hospital / church / museum…?
What’s the quickest/best way to get to the conference centre?
What bus/underground line can I take to go to the temple?
Does this bus go all the way to the park?
Which way to Piccadilly Circus?
SKILL 5: HOW TO GIVE DIRECTIONS
Working as a receptionist
Language focus
Phraseology
I’m afraid it’s a bit far away from here/far from the town centre.
You’ll have to use public transport. There’s a bus stop in front of the railway station.
Go straight on along this road as far as the traffic lights/take the
first/second/third/fourth… turn on your right/left. Go over the bridge/cross the
square/ go past the church.
The entrance to the temple is on your left/right/ just round the corner.
Kensington Road
Get on the number 8 bus right outside that restaurant.
Get off the bus at the fourth stop and take the yellow line westbound.
Change to the yellow or central line southbound and get off at the third stop.
This is not a direct line. You’ll have to get off at….it’s about two or thee stops.
It’s 5 minutes’ walk from here.
If you must go to the museum bus 16 runs that way, but you have to transfer a
couple of times.
Taxis don’t run by the museum that often and it’s a dark area at night so you’d better
arrange for a taxi to pick you up at a certain time.
Post Office
Go along here, turn left into the main road, then go straight on, and take the first
turning on your left and keep going along Kensington Road, then turn into Wilson Avenue, finally turn right
when you get to (reach/arrive at) the Post Office. Go past the bank and over the bridge.
Be careful there is speed limit on that avenue and there are speed cameras to catch people who are speeding.
If you break the speed limit the fine is quite tough.
Don’t park your car on the pavement near the hotel because you may be fined. Use the hotel garage instead.
20. Translate the following mini-dialogues:
1. — Scusi, come posso raggiungere il ristorante dall’hotel?
— Prenda l’autobus numero 6 proprio fuori dalla farmacia di fronte al nostro hotel
2. — Che linea di metropolitana posso prendere per andare al museo?
— Prenda la linea gialla verso ovest e scenda alla quarta fermata.
3. — C’è una stazione ferroviaria qui vicino?
— Certamente signore, è a dieci minuti a piedi da qui.
4. — Scusi, può darmi indicazioni per raggiungere la chiesa?
— Proceda lungo il viale, poi giri a sinistra in High Street, prenda la prima svolta a destra, poi continui lungo
Kensington Road, svolti in Piccadilly Avenue. Superi l’ufficio postale e vada oltre il ponte.
5. — Sa se l’autobus 68 va diretto al parco?
— No, deve scendere alla quarta fermata e prendere la linea verde verso est. Scenda poi alla terza fermata.
MODULE 4 ∙ UNIT 1
57
Vocabulary
21. Match the words to the right picture:
1. Traffic lights
2. Deer crossing
3. Right bend
4. Pedestrian crossing
5. Direction to be followed
6. No parking
7. Danger
8. Cycling lane
9. Closed to pedestrians
10. Roadway narrows
11. Passing prohibited
12. No entry
13. Give way
14. Slippery road
15. Bumps
16. Steep hill
Role-playing
22. Hotel Driving Directions
You work as a hotel receptionist. One customer calls the hotel and asks for directions. Help him
reach the hotel by translating the following directions:
1. Segua I cartelli di uscita dal terminal dell’aeroporto.
2. Al primo rondò prenda la terza uscita seguendo i cartelli per Milano.
3. Continui a seguire i cartelli per Milano avvicinandosi all’autostrada A4.
4. Prenda l’uscita al quarto incrocio dove è situata la caserma di polizia sulla destra.
5. Vada diritto e giri a destra al secondo rondò.
6. Continui diritto fino al primo rondò e si porti a sinistra.
7. Faccia una inversione e segua le direzioni che portano al cancello principale dell’hotel.
58
MODULE 4 ∙ UNIT 1
Vocabulary
23. Choose the right expression to fill in the sentences:
to, mall, overlooking, set, luxury hotel, heart of, lakeside, seafront, ski resort
1. The motel is located right close…………… the highway exit.
2. The hotel is ................ in a magnificent pinewood.
3. Our hotel is on the ................... and all our rooms are provided with balconies ...................... the sea.
4. Our ......................... is located in the most elegant part of the city.
5. Our Bed and Breakfast is right in the .................. the village.
6. The guest house is very close to a shopping ....................
7. The hotel is situated on the .........................
8. Monte Campione is a ..................... located in the Alps in the north of Italy. It features many resort hotels.
Grammar
focus
COMPOUND NOUNS: have a look at the following compound nouns that
are very often used when talking about accommodation:
TV lounge – Laundry service – Staff assistance – Snack bar – Control
heating – Air conditioning – Five-star hotel – Low-season holiday.
Vocabulary
24. Match the words to the right picture:
1. the hotel lounge
2. porter
3. receptionist
4. reception desk
5. guests
A
6. register
7. bell
8. corridor
9. lift
10. fire extinguisher
11. armchair
12. coffee table
13. pigeonholes keys
B
C
D
H
F
E
G
K
I
J
M
L
MODULE 4 ∙ UNIT 2
59
5. Read the following hotel brochure: Lemon Tree Hotel and find synonyms in the text for the words listed
on the right.
thriving…
perched…
fantastic…
isolation…
decoration…
very close…
unforgettable…
beach…
quiet…
attracted…
richly…
Lemon Tree Hotel
landscape…
large…
In a gorgeous location perched on the hills with an
unforgettable view over the clear blue water of lake
Garda our hotel is within easy reach of the lake
shore while offering seclusion and tranquillity at
the same time. You will be captivated by the
luxuriously beautiful scenery of its extensive park
and you will enjoy the astonishingly warm Mediterranean climate of our area.
The picturesque little towns nestled on the surrounding mountain slopes and the
green hillsides covered with olive groves and cypress trees, lemon and orange trees will
offer you fantastic and memorable vacation snapshots. Let yourself be ravished by the
lush subtropical palms flourishing in parks and gardens and by the bougainvillea
covering many house facades. You can count on warm sunny days from February to late
October thanks to the exceptionally sheltered climate of Limone del Garda.
FACILITIES. The dining room overlooks the lake. The hotel has also a bar and a
surprisingly…
a device to create a
current of air…
pictures or photos…
enraptured…
abundant…
protected…
in the open air…
track…
illuminated…
have got…
games room. The outdoor swimming-pool can be reached following a path through
the hotel grounds. Three flood-lit tennis courts for night playing. Fitness centre.
ACCOMMODATION: the 80 rooms feature terracotta tiles. Each room has its
own individual character and décor with stencilled walls and ensuite bathrooms.
Satellite TV, minibar, direct dial telephone, overhead fan.
Grammar
focus
Can vs may. Can expresses physical and intellectual ability, possibility,
negative deduction and informal permission.
May is used to express a likelihood, a probability and also a formal permission.
6. Fill in with can or may.
1. If you don’t book well in advance you ………………
………… not find a place on the farm.
2. The hotel …………..……………be fully booked. The
sign says that there are vacancies.
3. ………..………… you show me the brochure, Peter?
4. ……………………………… I see your documents sir?
5. They…………. have already arrived, but I’m not sure.
6. Hotels in the town centre ………………………… be
quite expensive, because it is a very elegant area.
7. …………..…………… you ask the agency to arrange
for transportation?
8. I …………….. ski and ride a horse, but I………………
swim.
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MODULE 4 ∙ UNIT 2
Content POINT 2
Hotel brochures:
key parts and features
When we write hotel brochures we give useful information concerning the location of the building,
its features and services, whether meals are provided, its facilities, the surrounding area and the
main highlights to go sightseeing. We use
the present tense to describe
and give information, while the
future (will) and the imperatives
are used to convince and to
show how comfort, efficiency
and entertainment will pamper
the guests.
7. Read the following items of a hotel brochure and put them under the correct heading:
Location / bedroom / room amenities / hotel facilities / price
………………………………………………
………………………………………………
………………………………………………
………………………………………………
A: minibar, tea and coffee making facilities,
fridge, direct dial telephone, air conditioning,
sound-proofing/ balconies with mountain
views.
C: lounge chairs and sun umbrellas on the solarium, a flower
garden overlooking the breathtaking mountain range, gym,
heated swimming-pool, indoor tennis court, private parking,
laundry, bar and restaurant open until 1 am.
………………………………………………
………………………………………………
D: the hotel lies at the foot of the Three Peaks of Lavaredo, in
an extraordinary position with the majestic landscape of the
mountain range which offers wonderful hiking opportunities.
………………………………………………
………………………………………………
………………………………………………
………………………………………………
B: from 88 to 106 Euros. Rates are meant per
room per night including buffet breakfast,
service and taxes.
E: 86 double bedrooms, 9 triple bedrooms,
10 suites, 16 single rooms.
MODULE 4 ∙ UNIT 2
61
Grammar practice
11. Turn the following adjectives into the superlative:
1. Soaring 200 metres above the townscape the complex is the
world's (tall) ……………… and (architecturally advanced)
………………………………hotel ……….. the world.
2. Combining the very (late) ………………………… in
technology with hospitality, the hotel offers,
superbly unique dining experiences.
3. The hotel is often referred to as the world's
(close) ……………… thing to a 7-star hotel.
4. This top-class hotel offers (wide) ……………… of
choices to its customers.
5. All the rooms are equipped with the (late) ………….
technology, laptop computers and Internet access.
6. The palatial suites are without doubt (luxurious) ………………….
hotel rooms ………. the world.
7. The Spa & Health Club boasts perhaps (good) …………. location of any spa …………… the city.
8. They are among (fast) …………………… elevators …………… the world.
9. With (high) ………………… standards of service in mind, guests' needs will be catered for round the clock by the
hotel's team of butlers.
10. Guests can enjoy a taste of (fine) …………………. hospitality, from morning coffee to lavish banquets.
11. The cellar is stocked with a selection of the world's (fine) …………. wines.
12. This is one of the world ’s (spectacular and luxurious) …………………. hotels.
13. Your transfer to the hotel may be arranged by one of the world´s (large) …………………… fleet of limousines.
14. The (precious) ………………… materials have been sourced from around the globe for your luxury and comfort,
coming together in exclusively designed and handcrafted interiors.
SKILL 2: HOW TO DESCRIBE RECREATIONAL FACILITIES AND
PROPERTY AMENITIES
Writing
12. Write a description of a hotel on lake Garda using the following guidelines:
Hotel /set / lakefront ■ 300 mt / from centre / Sirmione ■ facilities / top class / include / swimming-pool / golf
course//Buffet breakfast / hotel terrace / evening / guests / choice of menu ■ Hotel / offer / live entertainment / jazz
and rock bands ■ Friday and Saturday night.
13. In groups of 4 write an article for your local travel magazine to outline the main characteristics of the
hotel. Provide a picture for the following:
Lounge, meeting room, Indoor pool, heliport, ballroom.
Group work
14. Form groups of 4. Collect pictures of a hotel and examine them with your group jotting down the main
features you can notice. You work for an international tour operator. Prepare a brochure with your
classmates describing a stay at the hotel. Describe the location, its amenities, its rooms, the activities
offered and the clientele it caters for.
MODULE 4 ∙ UNIT 2
62
Grammar practice
15. Compounds: match the following compound nouns.
1. man-made 2. long-standing 3. sail-shaped 4. all-suite 5. double-height 6. in-suite 7. custom-built 8. en-suite
9. 28-inch screen 10.180-degree 11. Hand-embroidered 12. Pre-dinner 13. Daringly decorated 14. Sea-life
15. Olympic-size 16. Latter-day 17. Sun 18. Latter-day
Island
Structure
Billiards table
Wonder
TV
Training-pool
Facilities
Panoramic view
Deck
Wall panels
Of the Gulf
Check-in
Storeys
Wonder
Drinks
area
Treatment
Hotel/hospitality
Vocabulary
16. Find a suitable noun for the following expressions.
1. To facilitate guests with kids we have provided nappy-changing …………….. in the toilets.
2. The hotel provides a courtesy ………… from or to the airport for all our customers.
3. Our spa facilities are endowed with a first aid ……………… and in the annexed building there is a resident
………………. in case our clients need medical…………………….
4. As in all Dutch hotels stairs are quite steep they often come with a stair ……………….
5. There is no wheelchair ……………….. in that hotel.
17. Try to enrich the following descriptions using the adjectives given in scrambled order.
1. There is an unspoilt beach protected by a promontory available to
guests and a swimming-pool in the garden that can be reached
following a promenade.
2. Within walking distance from the hotel there is a cathedral which is
situated in a street near houses and shops.
3. This hotel is within reach of the major sights in town.
4. The hotel exudes a welcoming and easy going atmosphere thanks
to the staff.
5. In our cosy restaurant you can sample some of the specialties
prepared by our chefs or you can sip an aperitif while watching the
world go by from our café terrace located along the main street.
ideally situated, top-class, secluded,
cobbled, easy, flood-lit, short,
whitewashed, quaint, cosy, rocky,
free-of-charge, highly-trained,
tropical, palm-lined, relaxing,
mouth-watering, easy-going, bustling
Translating
18. Translate the following expressions related to recreational facilites.
1. Use of kayaks, (pedalò)… ….., windsurfers, Sunfish and Hobie Cat sailboats, and snorkelling (attrezzatura) ……
…… is complimentary, as is the use of four cement and two artificial-grass (campi da tennis) ……… …… (four
lighted). (a pagamento) …… ……… for waterskiing, tubing, and kneeboarding. (crociere in catamarano) …… …….
to nearby islands, sunset cruises, (uscite con barche da pesca) …… ……, glass-bottom boat tours, and
snorkeling / kayaking excursions are (disponibili) …… …… for a fee at the (molo del villaggio) …… …….. The
recreational activities (elencate sotto)…… …… are available at or near the resort; fees may apply.
2. Praticare golf, snorkeling, (andare in barca, andare in kayak, sci nautico, palla a volo, tennis, gite in elicottero /
aereo, molo, darsena, barca a vela, windsurf, aerobica, equitazione, pesca.) ………………
3. (tutti gli sport e I giochi) …………………. are part of the All Inclusive Plan. Water sports include snorkeling, resortcourse (lezioni di sub) …………………………………, (piccole barche a vela) ………… ………, windsurfers, (canoe)
…………………, kayaks, and (pagaie) …… …… as well as waterskiing. Land sports include tennis, basketball,
(palla a volo) …… ……., lawn chess, shuffleboard, (lancio di ferri di cavallo) ……………., croquet, and Ping-Pong.
Scuba-diving certification instruction (surcharge).
The recreational activities listed below are available (o) ……….. on site (o) …………… near the hotel; (si possono
applicare maggiorazioni) ……….
MODULE 4 ∙ UNIT 2
63
25. Put the dialogue in the right order.
R: Yes sir, we were expecting you. You booked a suite. We have an executive and a standard one. They are both
available. Which one would you like best?
C: Sure.
R: Then here is your key card, room number 668, on the sixth floor. Would you mind filling in this form, please?
R: Shall I call the porter to have your luggage sent up to our room?
R: Very well sir. Will you be settling your account by credit card as usual?
C: One last thing. Could you wake me up tomorrow at 7.30 please?
R: Let me see. Yes, will you sign it here, please?
C: Good evening. Here is my reservation for two nights, Mr Collins.
C: Here they are.
C: The standard one will do, thank you.
R: Good evening sir
C: Not at all. …here’s your registration card. Anything else?
R: We also need your ID or passport, I’ll give it back to you
tomorrow morning after breakfast.
C: Of course.
C: No, don’t worry. I’ll take care of that. It’s just a carry-on bag.
Good night then.
R: Good night sir.
R: Certainly sir.
ber:
th guests remem
When you deal wi
d kind
• to be patient an
show
they speak and
• to listen when
understanding
fo r
w he n yo u as k
• to sa y pl ea se
something
gu es t
yo u w he n th e
• to sa y th an k
replies
ll the
adam and to ca
• to use sir or m
title
guest by his/her
Grammar practice
26. Fill in the dialogue translating the missing sentences.
Receptionist: Can I help you Sir?
Guest: Yes, I’d like to check in. (qui c’ è il voucher della mia agenzia) ………….
Receptionist: Certainly Sir. You are Mr Smith, (vero) …………?
Guest: Yes, here’s my passport.
Receptionist: Yes, (Lei ha prenotato) …………… a triple room with bath and
toilet, haven’t you?
Guest: Yes, that’s right
Receptionist: (vuole) …………. a smoking or non-smoking room, sir?
Guest: Non-smoking, please.
Receptionist: Here’s (la chiave) ………….., it’s on the third floor, number 367.
(l’ascensore) ………………. is down there to the right.
Guest: You can keep my passport while you (inserisce) ………….. the data into
the computer. I’ll collect it tonight before dinner. We’ll go to our room (se
non Le dispiace) ………… as we are excruciatingly tired now, we had a
very long flight with various (ritardi) ……………..
Receptionist: Oh I’m sorry to hear that, sir. I hope you soon (riprendersi)
...……….. Would you like the (facchino) ………… to help you
with your luggage, sir?
Guest: That would be wonderful. They are quite heavy, (a dire il vero).
……………… Thanks.
Receptionist: Don’t mention it. Have a nice stay with us sir.
Guest: Thank you. See you later.
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MODULE 4 ∙ UNIT 2
27. Match the questions to the right answers.
1. Do you mind waiting a moment?
A.
Yes, please, my suitcase is really heavy.
2. Would you like a wake up call tomorrow morning, sir?
B.
R.O.S.S.I.
3. Shall I call the porter to help you, sir?
C.
Ok, I’ll have a look at these brochures while
I’m waiting.
4. Would you like to have room service tonight, sir?
5. Could you be so kind as to spell your name, please?
6. Would you mind not smoking here, sir?
7. Could you sign this form here, please?
D.
Oh, sorry. I hadn’t seen the non-smoking sign.
E.
No problem, I’m in no hurry.
F.
Yes, at 7 sharp please.
G.
That’d be great. I am too tired to come down
8. Do you mind waiting here on the left for a moment,
sir. The guide will be here in a minute.
for dinner.
H.
Yes. Here you are.
28. Put the following dialogue between a receptionist and a potential customer in the right order:
C: Good afternoon. This is Mrs Jackson speaking from Leeds. I’d like to book a room for 3 people, that is my
husband and me plus my daughter who is 14 years old.
R: Hotel Bristol. Can I help you?
R: Let me see… yes, you are lucky we have a vacancy for a triple room in that period. Would you like it on a
bed-and-breakfast basis or full board?
C: From 16th March to 2nd April 2008.
R: I’m afraid we require a 20% deposit upon booking. Could you give me your credit card number?
R: Which period would you like to come?
C: Yes. My card is a VISA, number…. Expiry date November 2009
R: What sort of room do you need? Would a double room with an extra bed suit you?
C: Yes, that would be fine and ensuite bathroom if it is possible.
C: Bed and breakfast please? How much do you charge for that?
R: The room is 110€ per night, continental breakfast included.
C: Fine. Can you hold the room for me please?
Role-playing
29. Work with your desk mate. Write and act out a dialogue between a receptionist and a customer: 1. the
customer is Mr Clooney from Las Vegas / two people. Honeymoon suite. 6 nights. FB. The second week
of May. € 160 per night per person. 10% deposit required at least 10 days before arrival, payable by
credit card.
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MODULE 4 ∙ UNIT 4
65
SKILL 1: HOW TO DEAL WITH OVERBOOKINGS
Working at the reception
Role-playing
15. Pair work
A. works at the reception desk. His task is to
allocate rooms.
B. is a party leader. He has booked 5 nights from
May 3rd for a group of 34 guests in 7 double
rooms, 8 twin-bedded rooms, and 4 single rooms.
A. wants to show proof and details of booking
B. shows the agency voucher
A. says the hotel is almost fully booked; apologizes
for the mistake probably due to a
misunderstanding and shows sympathy and
understanding of the complaint
B. asks for a solution
A. suggests placing the guests in 15 four-bedded
rooms and 2 double-rooms for the first three days
and then change to the original room planning for
the remaining two days. You offer a cheaper rate
for the whole period, a 30%discount and a free
dinner for the party.
B. consults his guests and accepts.
SKILL 2: HOW TO TALK ABOUT HOTEL REFURBISHMENTS
Working at the hotel
Grammar
focus
When we give formal written information we often use the passive voice
Breakfast is included in the price. Bed linen is changed twice a week.
Cocktails are served before dinner. The sofa can be converted into a bed.
Travellers’ cheques are not accepted. A voucher will be sent with your ticket.
A service charge is added to all accounts.
HAVE SOMETHING DONE is also passive
Grammar practice
16. Put the following sentences into the passive
voice.
1. We have recently refurbished our hotel.
2. They have renovated the façade.
3. They have painted all the rooms on the first floor.
4. The hotel manager has installed new baths in all the
bathrooms.
5. We installed new colour TV in all the rooms of the new
premises.
6. The carpenters will build new cupboards in all the
rooms.
7. They are going to spend a lot of money on new curtains
to match the bedspreads.
8. We haven’t changed the paintings yet.
9. The decorators are removing the old wall paper and
they are repainting the walls of the rooms.
10. Tomorrow at this time they will be laying new wall to
wall carpets in all the upper floor rooms.
66
MODULE 4 ∙ UNIT 4
17.
Translate the following sentences.
1. Il manager dell’hotel ha deciso di far ridipingere tutte
le stanze del primo piano
2. Essi stanno facendo cambiare tutte le finestre
dell’hotel
3. Ho chiamato l’idraulico per far installare nuovi
rubinetti
4. Ho fatto togliere la vecchia carta da parati e la farò
sostituire con una nuova.
5. Dovrei far aggiungere nuove vasche in tutti i bagni
6. Abbiamo fatto acquistare nuovi copriletti e tende
abbinate
7. Stiamo facendo cambiare la moquette in tutte le
stanze.
8. Abbiamo fatto revisionare il riscaldamento.
18. Fill in with a suitable form of have something
done.
1. They’ve…. a new floor heating system… (install).
2. The hotel owner is going to…. the old stereo in the
hall… (fix)
3. The hotel manager… just… new shelves… in every
bedroom (put up)
4. They are… all the rooms… in spring (repaint)
5. The guests will… the tickets… to their rooms (deliver)
6. The hotel director has decided to… a small
swimming-pool… behind the hotel (build)
7. Some guests… their suits… yesterday. (clean and
iron)
8. The wedding guests… their photos… in the hotel
park (take)
9. Before renting the cars, they are going to… all the
cars… (service)
19. Mr Fielding, a small hotel owner
repaired and
fixed many things in his hotel. Mr Wending, a
big hotel owner had all these things done.
air the windows himself.
Mr Fielding is going to rep
e the windows repaired.
Mr Wending is going to hav
hall of the hotel.
1. Mr Fielding painted the
the loft of the hotel to make
2. Mr Fielding has cleared
room for new bedrooms.
dening.
3. Mr Fielding does the gar
als in the restaurant
me
the
4. Mr Fielding serves
himself.
of
d the furniture of a couple
5. Mr Fielding has restore
rooms.
air conditioning in every
6. Mr Fielding has installed
room.
f
d the thatched roof himsel
7. Mr Fielding had repaire
last spring.
r
make a new wooden counte
8. Mr Fielding is going to
for the reception.
the wall-to-wall carpet in
9. Mr Fielding has replaced
the conference hall.
all the bedrooms.
10. Mr Fielding has rewired
20.
Translate and fill in with have something done:
1. The sofas in the bedrooms have a lot of broken
springs. Dobbiamo… (upholster)
2. The tablecloth in the dining-room is full of stains.
Dovresti… (wash)
3. The paint on the main hotel gate is peeling off.
Perchè non… (paint)
4. The swimming-pool filter is old.
Faresti meglio… (change)
5. It is so cold. Dovremmo.... (heating-switch on)
6. The grand piano in the dining hall is out of tune.
Preferirei… (tune)
7. The wall-to-wall carpet is too old and worn out.
Faresti meglio… (a new one / fit)
8. All the room windows are dirty.
Perchè non… (clean)
MODULE 4 ∙ UNIT 4
67
SKILL 3: HOW TO WRITE HOTEL REPORTS
Hotel reports
When hotels are refurbished it is possible to rank them under a different star and under a different
category. They are visited by tour operators who inspect the standard of accommodation and
prepare reports. Reports are then used in catalogues and illustrative materials.
Grammar practice
21. Fill in this report of a hotel inspector with the simple past or the present perfect.
Be careful: some verbs are passive!
ORT
P
E
R
Atlantis Hotel
I visited the Atlantis Hotel in March 2001 when I …………. (decide) that I would not accept the upgrade
request of the hotel. There …………… (be) a number of reasons that …………. (make) me reject their
application: first of all I …….. (have) the impression that the hotel ……. (be) not well managed and that
the staff ……. (be) a bit indifferent and sometimes rude, the overall standard of service …………… (not
suit) a 5-star hotel level, the bathrooms ………(be) in dire need of renovation and the rooms definitely
…………. (need) an upgrading both in the style and in the décor. The ambiance ………… (look) shabby
and poor.
Yet a lot ……………. (change) since my last visit in 2001. The hotel, which is now under new
management, ………………. (apply) again for an upgrading in the star system. I have to admit that all the
bathrooms ……………….. (install) with new fixtures and new baths, the rooms ………………… (all
redecorate). The new hotel manager ……………. (finance) internal training courses for the staff, he
…………… (introduce) an incentive scheme which is proving very effective because the personnel is now
very friendly and attentive and I …………… (tell) that he ……………… (also raise) their salaries. This
…………….. (of course have) repercussions on the standard of service which …………… (become) of
higher quality. The outdoor swimming pool is not big enough and a new one is being built and should be
completed by the end of this spring. A new gym is being set up in the basement, replacing the laundry
rooms, which are now set in a new building attached at the rear.
Also the restaurant area ……………………… (improve) a great deal. It now looks more spacious and
attractive because they …………………. (add) a new extension and it also seems more comfortable
because of new padded chairs that ……………….. (replace) the old ones.
As far as the cuisine is concerned I ……………………… (notice) that the menu …………………
(enrich) with new dishes because the hotel manager ………………… (take) on a new chef last year, who
had been trained in Florence for two years. Since his arrival he …………….. (hire) a new maitre who is
training the new waiters at the moment.
I …………………… (have) several gourmet meals at the hotel and I can certainly state that the service
……………………… (enhance) and that they will be able to maintain an excellent standard of cuisine.
I feel confident to recommend the Atlantis hotel and to rank it among five-star hotels.
MODULE 4 ∙ UNIT 4
68
22. (A) Underline the expressions you can use when writing a hotel report.
FINDINGS
Report
writing
model
TERMS OF REFERENCE
Your request to carry out a survey
on our hotels in the Virgin Islands
PROCEDURE
In answer to your request to
investigate the state of two of our
hotels in the Virgin Islands I have
contacted the hoteliers and
checked on their rooms, service,
staff behaviour. I also designed a
questionnaire to enquire about our
guests’ satisfaction.
The hoteliers and staff were also
given different questionnaires to
complete the survey and have
feedback from all sides.
22.
After careful consideration and
study of the data submitted, here
are my considerations:
• The Williams Hotel has got a very
good ratio of staff per guest room.
• Personnel is well trained and
there is a great emphasis on
friendliness. This of course goes
hand in hand with guests’
satisfaction.
• They have recently refurbished
the attraction areas and included
children friendly amenities such as
a kids’ magical world which is a
playground with water slides,
climbing structures, rope
walkways and swings together with
a shallow children’s pool.
• In the rooms the minibar is also
provided with cookies and soft
drinks and the customers can rent
Disney videos at the reception.
For these reasons the location
could be indicated for families with
children.
One weak point is that the
restaurant refuses people who are
not smartly dressed so the dress
code is likely to be a problem if
they are not ready to make
exceptions. Anyway for next
summer the hotelier has assured
me that their renovation
programme should be completed
and that they will certainly have an
informal restaurant as well, by the
beach where you don’t have to
dress up and can show up in
shorts and without shoes.
I visited the second hotel on our
catalogue, the Altavista, but here I
can point out the following
difficulties:
• The staff is not sufficiently trained
and attentive enough to the guests’
needs.
• They are sometimes rude owing to
long shifts and low salaries.
• The cuisine is international but
they do not feature any buffet area
and the service is quite slow.
• Even though the dominant market
is couples they do not provide
entertainment in the village, which is
quite isolated.
• There is a realistic risk of the
guests getting bored due to lack of
entertainment.
• The resort has very few
entertaining facilities, just a
swimming-pool and a snooker table
in the main lobby next to the
entrance hall.
Consequences could be disastrous
if young couples looking for fun and
an enlivened atmosphere were sent
there.
• Should you decide to keep the
hotel in the catalogue I would
strongly recommend it for elderly
people looking for tranquillity and
relaxation.
• The hotelier is not ready to
compromise on the room price and
requires 20%. He focuses mainly on
money and methods of payment.
CONCLUSION AND
RECOMMENDATION
Given the aforementioned reasons I
advise you to drop the Altavista
from our catalogue and opt for the
Williams.
(B) You work for a major tour operator. You have been asked to draw up a report on some hotels you
have visited. Prepare a list of pros anf cons. Follow these guidelines to write a report and the model
given above for
study and analysis.
Title or heading
(it must be clear and short).
• Terms of reference/objective
(it states why the report is
being written).
• Procedure (method used to
gather data and information).
• Findings (it must state what
you have discovered).
• Conclusions and
recommendations (summary of
the report and advice provided
for the future).
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h
t
5. Is
r?
see?
takes?
ks clea
addres
ar mis
ical lin
m
g
o
m
l
a
e
r
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or g
6. Are
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here sp
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r
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7.
MODULE 4 ∙ UNIT 4
69
model letter 3: REPLY TO COMPLAINTS
33. Read the following letter and underline all the formal expressions used to apologize. Then list the
complaints that the customer had made.
Reliance Ltd
668 Sunset Boulevard
London NW2 5CA
6th September 2008
Mackintosh Street
Portsmouth
Dear Mr Fleeton,
Subject: complaint about Bali Christmas Break holiday.
We were very sorry to hear that the holiday on the island of Bali organised by Reliance Ltd was not up to
your expectations.
Clearly the fact that the flight was delayed from Heathrow by six hours was deplorable, but certainly not due
to any mismanagement on behalf of Reliance Ltd. Unfortunately flight delays are often a frustrating part of
flying, and tend to happen more and more frequently in high season like the Christmas period.
We have investigated the matter and found out that because of the delay you did not find a Reliance
representative at the airport to meet you. He was in fact accompanying other tourists who had arrived at the
airport. Please accept our apologies for such an unpleasant inconvenience as we acknowledge that you should
have been met and alternative arrangements should have been made. We are ready to refund you the taxi fare.
Regarding your second complaint as to the location of our hotel we feel that our catalogue did not provide a
misleading picture of our hotel position and it clearly stated in the description as being nestled on the cliffs
and not on the beach. There was indeed an hourly shuttle bus service provided which you could have used if
you did not want to walk. As a matter of fact most of our visitors actually enjoy a 10-minute walk to the
beach and back to get some exercise, and certainly appreciate the cliff views offered by the hotel. On the other
hand we regret to hear that the beach had litter on it. We have of course notified the beach cooperatives of
your complaint and placed the matter in the hands of our town council and we hope that the local
authorities will sort out the problem in the near future. Concerning the objection that the beach was too
packed with tourists we wish to remind you that you took your holiday at Christmas time. It would be
advisable for you to select an off-peak season for you next holidays.
Finally, as regards the hotel amenities, please rest assured that we will ask the hotel for explanations.
The satellite TV should have been available in each room. While the courier does not have control over the
lack of toiletries in the bathroom, he should have passed on your complaints to the hotel management.
When our staff went to check out the island before recommending it to customers, they found the room
amenities quite suitable.
Since your satisfaction is of primary concern to us and we always wish
to have a positive feedback from our customers please accept our sincere
apologies for the troubles that you suffered. Enclosed you will find
estions
Answer the qu
reimbursement for the cost of the taxi, and also a discount voucher for
e complaints Mr
th
1. Make a list of
your next holiday with our company. Thank you so much for bringing
Fleeton made.
complaints been
these things to our attention so that we can continually improve our
2. How have the
sorted out?
service. We hope to see you and your wife again shortly – if possible on
e?
ne of the letter lik
3. What is the to
an off-season vacation.
Yours truly,
Julie McLeheron
Customer Relations Officer.
70
MODULE 4 ∙ UNIT 4
model letter 4: REPLY TO COMPLAINTS
34. Read the following reply to a complaint and write the complaint sent by Mr Molar.
Rainbow Holiday
18 Norwich Street
Bath
Re: Holiday in Crete Complaint.
28th August 2008
Dear Mr Molar,
th
sfied with the
Thank you for your letter of 19 August. I regret to hear that you were dissati
was not
service you got on your holiday and in particular with the fact that your flat
cleaned by the maid on the first two days of your stay.
that the maid
After a thorough investigation with our representative in Crete I have learnt
notice.
was actually ill. Unluckily they were not able to substitute her at such short
best to
I wish to apologise for the inconvenience. I can assure you that we will do our
I enclose a
prevent such a regrettable situation occurring again. As a sign of goodwill,
ised price of
brochure for next season and a voucher which grants you 20% off the advert
any holiday booked by the end of January.
Yours sincerely,
H.Higgins,
(Customer Services Manager)
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MODULE 4 ∙ UNIT 5
71
2. Underline all the words in the following text related to spa.
Reading
A NEW ERA FOR SPAS IN THE UK
The historic city of Bath, situated 116 km west of London, features Britain’s only hot springs,
first developed by the Romans and still retains its genteel appeal from a bygone age In the
18th century it was one of the leading and most elegant spa resorts, like Buxton, Bath,
Leamington and Cheltenham offering pleasures such as afternoon tea to music, or annual arts
festivals. These towns were soon assaulted by the aristocratic and fashionable, usually for a
whole summer season who followed the new trend of “taking the waters”. Wealthy people
stayed for weeks, bathing and drinking the various waters. Around the fashion, which offered a
variety of 'cures', grew all sorts of social pleasures from promenades, plays and concerts to
meeting and dancing in the assembly and 'pump rooms'. Whole town centres redeveloped as
money flowed in and funded a series of sublime stone and stucco parades of Georgian and
Regency terraces, sweeping crescents, public buildings and parks. Now an ambitious, state-ofthe-art spa called the Thermae Bath Spa has been set up in the centre of Bath, right over a
Roman one. The complex also features
two restored 18 th century buildings
containing thermal pools, steam,
massage and treatment rooms. Here
you can bathe in naturally heated
spring water flowing at a temperature
of 47 degrees centigrade, which is
among the warmest in Europe. Visitors
can sample a variety of treatments, or
just enjoy plunges in the warm,
caressing waters in a series of shallow
baths. A central feature is the 250
year -old Hot Bath, a delightful
classical building in the pale local
stone. The compact main building,
constructed by adapting and knitting
together old buildings, has a very
modern interior. There's a maze of
walks, open air rooftop terraces and a new glass enclosed building with views from a pool, and
neat rooms for the most up-to-date treatments - from mud baths to massage
Britain is now experiencing a 21 st
century spa revival and several towns
besides Bath are changing, and reemerging as centres for medical and
stress treatments. Just one hour from
central London you can swim in a 20metre indoor pool and relax in the
whirlpool or in the hydrotherapy suite
at Danesfield House, a Victorian
mansion in the Chiltern Hills
overlooking a lovely stretch of the
River Thames. At Greenwoods Estate,
in a Georgian country hotel 20 miles
from London’s Stansted Airport,
visitors can sample the latest health
and beauty vogues as well as
traditional face and body treatments. Droitwich Spa in Worcestershire has brine baths for the
treatment of mobility and muscular problems, also skin complaints. The salt water here, as
salty as the Dead Sea, is mineral rich and comfortably supports body weight. In central London
72
MODULE 4 ∙ UNIT 5
the handsome Spa at the Renaissance
Chancery Court Hotel houses a new space
under its marble halls. The set of treatment
rooms is designed for calmness with limestone
walls, floor lighting and teak panelling. It offers
short or full day sessions with face and body
treatments, scalp and back hot stone
treatments, foot massage. At BlissLondon,
situated in fashionable Chelsea, you are
welcomed in a smart and modern environment
with plants, white walls and chrome accents.
You can even take a shower on a heated water
bed. Natural therapies include facials, exotic
massages and manicures. More than 200 miles
north, in historic York, the oddly-named
Alquimia specialises in ancient techniques
from oils and yoga, to mud baths and facials.
In the Scottish capital Edinburgh a new
Sheraton Grand hotel shelters One Spa with
its warm water brine pool - placed high on the
roof. The various treatment rooms offer 'heat
and hydro' therapy sessions and dips in a
second bath with currents; aromatherapy
baths; everything from massages to ice-cold
rub downs. As a contrast you can also try
something traditional: real Turkish baths with
plenty of steam in the
popular spa-town of
Glossary
Harrogate in Yorkshire.
graceful, elegant),
These old-style baths re- Genteel (upper class,
opened this year and Bygone (past),
prove that health-spa Spa (place where mineral water springs up
opportunities in Britain from the ground),
these days are as
althy (rich),
cosmopolitan as they are We
Terraces (rows of houses),
varied.
(adapted from VisitBritain)
n),
State-of-the-art (very moder
Plunge (dive),
Shallow (not deep),
Pale (light in colour),
Main (principal),
ether),
Knitting together (putting tog
Maze (labyrinth),
Up-to-date (advanced),
h in which all or
Whirlpool (therapeutic bat
d to forceful
ose
part of the body is exp
er),
wat
whirling currents of hot
se),
Mansion (very elegant hou
,
on)
view
a
h
(wit
Overlooking
Sample (try),
Brine (salted water),
ium),
Limestone (rock rich in calc
Odd (strange)
Speaking
1. What does the new spa centre in Bath feature?
2. Who first set up a spa in Bath?
3. What is the trend in hotel investment?
4. What are the traditional spa resorts in the UK?
5. When did spa resorts become fashionable again after
the Romans?
6. What kind of entertainment did a spa resort offer at
the time and nowadays?
7. How far is Bath from London?
8. How hot are the waters at Bath when they spring
from the ground?
9. What does the spa building look like?
10. What are the options for visitors?
11. What does the Hot Bath look like?
12. What kind of treatments can you get at the centre?
13. What does the interior of the centre look like?
14. Where is Danesfield House located?
15. What does it offer?
16. What other centres have been set up?
17. Where can you go if you suffer from muscular or
skin problems?
18. What does the spa centre in London’s Renaissance
Chancery Court Hotel look like?
19. What are the main features of BlissLondon?
MODULE 4 ∙ UNIT 5
73
Vocabulary
4. Draw a mind map with as many words as possible related to spas. Scan the text above to find the words.
Spa: sports facilities / health treatments / beauty treatments.
5. Can you translate the following words?
1. trattamenti per la salute
2. trattamenti di bellezza
3. rilassatevi and divertitevi
4. lettino, sdraio
5. cucina che è stata premiata
6. centro di benessere / termale esclusivo
7. vacanze termali di lusso
SKILL 1: HOW TO WRITE A LEAFLET ABOUT A SPA HOTEL
Working at the reception of a spa hotel
Writing
6.
Write a leaflet about a spa resort featuring the following parts:
4. cuisine
1. what is a spa resort
2. how to get there
5. room amenities
3. map
6. activities you can practise there.
Then be ready to describe the spa hotel to a potential customer.
Use the guidelines below to develop your leaflet:
1. Introduction: Promote health and enjoy life, reach a balanced
life, benefits will last beyond the stay,
2. How to get there: complimentary transfer to and from the
airport, if informed at least 72 hours prior to schedule needs.
Driving directions: travel straight / at the traffic lights turn
right/left, take road 1, circle round the town, travel
approximately 20 minutes to…, continue travelling
north/south/east/west, turn right into the resort entrance. You
will see… at the front entrance with the resort logo. Pull up at
the gate and press the number key on the touchtone pad for
assistance. A staff member will guide you from there.
3. Draw a map of the resort including the golf course, the tennis
courts, the pond, the main entrance, the bungalows, the spa
centre, the laundry building, Swimming pool areas including a trilevel pool with cascading waterfalls, acupressure stone walk and
whirlpool, gym with treadmills, life-cycles, stair masters and free
weights. Riding stables, Volleyball court and croquet lawn, zen
garden, stream flowing through the resort.
4. Treatments to pamper the body: massages, hot stone massage,
hydrotherapy, facial treatments, body treatment, acupuncture,
Ayurvedic massage with hot herbal- scented oils, shiatsu, Trager
massage, steam bath, sauna, whirpool (= a therapeutic bath in
which all or part of the body is exposed to forceful whirling
currents of hot water), pedicure, manicure, aromatherapy
massage, polish change, mud and massage, deep tissue
massage, duet massage, herbal massage, foot repair treatment,
reflexology, exfoliation, Reiki, Thai massage, mud wrap, seaweed
body mask, make-up, detoxifying seaweed wrap.
5. Facilities: secluded quiet rooms, locker room, workshop
rooms. Leisure activities: basking in the sun, biking, hiking,
tennis, golf, volleyball, fitness activities, horseback riding, rock
climbing, perhaps even meditation & yoga techniques to help
reduce stress.
6. Accommodation: from deluxe bungalows with or without
patio, to studios, executive and presidential suites,
7. Room amenities: Twice daily maid service, refrigerator with
complimentary bottled water and juice, In-room coffee maker
with tea and coffee provided, Hair dryer, remote control colour
television with video cassette player, telephone with two lines
per room; computer modem capability, complimentary
morning paper, clock-radio with dual alarm, in-room safe,
laundry and dry-cleaning service available, iron and ironing
board in each room, complimentary self-service washer/dryer
facilities, cozy down pillows, aromatic toiletries, plush cotton
velour bathrobes (plush=soft and luxurious) (velour=like
velvet), plush robes, dual head showers.
8. Cuisine: bold flavours, yet surprisingly low in calories,
award-winning chef, healthy choices, fresh ingredients.
74
MODULE 4 ∙ UNIT 5
Language Practice and Speaking
7. A spa resort: read the dialogue and fill in with the missing words given in scrambled order:
decadent, sounds, posh, however, chap, underground, luck, just think, lift, staff, corporate, interested, afford
– I had the ………………… to visit a spa resort in the centre of Chicago.
– I didn’t know. When did you go?
– I went last June for a convention …………, one minute you are walking in the middle
of the town, the next you go down in a ………………… and you find yourself in the
middle of an ……… oasis
– Very impressive
– Well, somehow you feel ……………………. when you swim knowing you're literally
under the centre of Chicago.
– What about the………………….?
– They were terribly nice and helpful. Particularly impressive was the ……………….
who gave me a back massage – superb
– This is what you call …………………..hospitality, isn’t it?
– Yeah, you should have seen the gym. That was memorable, too…………………. I didn't try it out - Much
more………………………………. the relaxation room which was quite divine.
– Well, from what you say it really………….. like a deluxe experience, which I’m
not sure I could …………
NOW DESCRIBE THE HOTEL
– Neither could I if it hadn’t been offered. Quite …………………
AS A TRAVEL AGENT
TO A POTENTIAL CUSTOMER
SKILL 2: HOW TO WRITE AN ENQUIRY ABOUT A SPA HOTEL
Role-playing
8.
You play the role of a receptionist at the Danesfield House in the Chiltern Hills. Act out a telephone
conversation with a prospective customer, a famous actress looking for privacy and top notch treatments.
She enquires about location, how to reach the place, kind of treatments available and prices.
model letter 1: AN ENQUIRY
Grammar practice
9. Read the following enquiry. Fill in with the missing words.
Dear Sir,
I was given your address ……. a mutual acquaintance, Mr Jack Mclerough.
As he told me …the therapeutic qualities ……. the thermal water and mud in
Bath, I ……… like to receive detailed information about spa hotels ……. your
town and the surrounding area.
I was thinking ………………. coming …………. a fortnight in the second half
…………….June and altogether there will ……. a party of 26 elderly ladies
belonging ……… our local reading club.
We require transfer …………. Bristol airport , a 4- ……. hotel, 10 double rooms and 6 single rooms, full board
accommodation and spa treatment.
I would …………. grateful if you ……….. let me have an early reply as we all wish ………….. make all our
arrangements well ahead …. the peak season.
……………………. sincerely,
MODULE 4 ∙ UNIT 7
75
SKILL 1: DESCRIBE RURAL OUTINGS AND STAYS
Grammar practice
4. Read the following conversation and fill in with the missing words; then imagine you are a travel agent
and describe the possibility offered by agriturismo to a potential customer.
Part 1. Offer, staying, last, through, out, in, to, been.
– Oh hello Jane, nice …………. see you again. How’s life?
– Hello, I’m fine thanks, it’s ages since I saw you ………….., where
have you …………?
– Well I have been on holiday ……………. the Lake District.
– How’s that? You told me you were ……………….. in Italy, this
summer.
– Yes, that’s true, but then we decided to try ………………
something different this year and …………….. the Internet we
found a very interesting …………… in a farmhouse.
Part 2. Crowded, relaxed, adjoining, equipped, packed,
stunning, rolling, wild, rains, nestled, farmhouse, countryside,
dishes, orchard, busy, unforgettable.
– A farmhouse? How nice and in the lake district. Tell me all about
it. I’m all ears.
– Well I liked the varied and ………………… landscape, the peaceful and ………………… atmosphere. The region is
really green as it often ………………..there. I especially liked the gently ……………………. slopes in which
beautiful little villages are ………………… and the lakes are simply fantastic.
– Why did you choose ………………….. accommodation?
– Well, we thought staying on a farm would be an …………… ………. experience: as it offers you the chance to
better your knowledge of the ………………….. and discover some of the …………………. views over the hills and
rolling rural landscape.
– That sounds great! Was the place …………………. with tourists?
– The town centres were very ……………………. as it was the peak season, but the farmhouse was not
……………………. with people, just two more families, accommodated in an ………………… building, while we
were staying in the central body of the farmhouse. It was really well ………………… with modern facilities and Mrs
Watson provided us with ……………. from the traditional local cuisine, made with genuine organic ingredients
grown there in her ………………….. and vegetable garden.
– So you enjoyed English home cooking with fresh ………………... Did you get to know the owners of the farm?
Part 3. Priceless, customs, heritage, dining, half, opted, several, unspoilt, building, warm, featured, money,
produce.
– Sure, the farm we were staying on has belonged to that family for ………………… generations; it was a lovely old
………………….., dating back to the XVIII century and set in acres of ………………… land.
– I think it is ………………………, having the chance to stay on a farm you can take advantage of your hosts’ local
knowledge and learn about old ………………… because these families have grown up on the land and are
76
MODULE 4 ∙ UNIT 7
guardians of an important part of the national ……………………. Was it expensive?
– No, they offered value for …………………. if you consider that you were given good food and a …………………..
welcome in quality accommodation.
– Were all the families staying on a …………………… board basis?
– No the other two families had ………………… for self catering accommodation, so they had to provide themselves
for their own meals. But their flat …………………… a kitchenette and a nice wide ………………………. area, so
they had plenty of space.
Part 4. Wondered, ride, hikes, marked, suitable, rush, together, cycling, care, fishing, apart, ceramics,
evening, carving, inspect, accommodation, packed, there
– And what sort of activities could you do …………………?
– There were ………………… footpaths on the surrounding hills so we went on some ………………….., my husband
practiced some coarse/trout………………… on the lakes, the kids learnt how to ………………. a pony as the farm
had a stable with horses and of course we had the chance of …………………… as the farm rented bikes.
– So your stay was both interesting and action …………………, wasn’t it?
– Yes and I was forgetting: ……………….. from trekking in the natural setting we joined some …………………..
classes in handicrafts, which had been organized by the local community, Mary chose ………………. while John
preferred wood ………………….
– Oh quite a lot to choose from! I have always …………………….: how can you be sure that when you book a
holiday on a farm, you will be offered high standard …………………….
– Well actually at the local tourist office we learnt that they check and …………………. this kind of lodging quite
often to make sure they are …………………….. and mee the high standards set by the tourist board.
– Oh just look at the time! I’ll have to ……………….. or I’ll miss my coach. Wonderful seeing you again, call me, we
must arrange to get ……………………. very soon. Bye!
– Bye, Jane, take …………………...
5. Read the following advert and act out the conversation between the farm owner and a prospective
customer. (invent the missing data).
Are you fed up with city life? Why don’t you come and stay
at St. Lawrence’s Horse Farm for a taste of fresh country air?
You can spend a weekend on a real horse farm. Have you
ever tried feeding the horses, or grooming them? Here you
can do this and much more, see how we clean the stables,
make hay, collect hen eggs in the morning, milk cows. There
are lots of fun and educational activities for both adults and
children. Horse riding lessons are also available, even for
total beginners. Then what are you waiting for?
Give us a ring at 889-619 331
MODULE 4 ∙ UNIT 7
77
SKILL 2: HOW TO FILL IN FORMS FOR FARM ACCOMMODATION
Working as a receptionist
Role-playing
6. Student A acts the role of the receptionist on a farmhouse. He fills in the following booking form.
Student B gives the information (his data). He’ll arrive by car, choosing bed and breakfast, he needs a
family room for 3 (two adults and one 9-year-old child), arriving on 16th July and leaving on 19th July,
paying by Visa credit card (expiry date November of the same year).
Fill in the following Booking Form
BOOKING
NAME
ADDRESS
TELEPHONE NUMBER
FAX NUMBER
EMAIL ADDRESS
NATIONALITY
DO YOU SMOKE?
MEANS OF TRANSPORT
EMAIL ADDRESS
NATIONALITY
TYPE OF ROOM REQUIRED:
ACCOMMODATION REQUIRED:
Bed and Breakfast
Self Catering
Twin Double Single
Family/4 Family/3
Camping
DATES OF STAY
ARRIVAL DATE
DEPARTURE DATE
No OF NIGHTS
ARRIVAL DATE
DEPARTURE DATE
NUMBER OF PERSONS:
ADULTS
CREDIT CARD:
CREDIT CARD NUMBER
Visa
Master Card
Eurocard
Cheque
CHILDREN
EXPIRY DATE
AGES OF CHILDREN
Card HOLDER NAME
ADDRESS
DATE
SIGNED
SKILL 3: HOW TO WRITE AN ENQUIRY
ABOUT FARM ACCOMMODATION
Writing
7. Read the following advert and write an enquiry to ask for brochure and tariffs. State one of your
customers would like to spend a fortnight there with his wife and two children aged 11 and 15. Ask
about special discounts for the kids. Request catalogues and maps of the area.
Highland farm Come and enjoy the friendly welcome at our 16th century farmhouse steeped in the Scottish Highlands not
far from the legendary Loch Ness. Enjoy the cosy atmosphere of a dining-room with traditional oak beams and an open log fire,
light and spacious sitting-room, taste our home made food cooked with fresh produce from our organic vegetable garden. Try the
variety of our dairy products. Explore our 120 acre sheep, horse and arable land. Let your kids roam on the farm with geese and
ducks. Ours is a friendly, cheerful family-run farm and you are invited to join our relaxed dining. Rooms are uncluttered, tastefully
decorated with wall-to-wall carpeting and individual temperature control. There is also a guest lounge under the porch with wicker
furniture. Bed and breakfast from £20. Half Board accommodation from £28 (reductions for children).
78
MODULE 4 ∙ UNIT 7
SKILL 4: HOW TO MATCH TOURISTS
TO THE RIGHT ACCOMMODATION
Speaking
8. Read the following bed and breakfast descriptions and match them to the right guests; motivate your
choice
A. Young couple would like to spend a romantic weekend, enjoying the countryside, gourmet meals.
B. A group of girls would like to spend some time at the seaside, but in an unusual stunning bed and breakfast with
the possibility of surfing the net from their room, playing games and listening to music.
C. A family who is very fond of using the net with a child aged 3. They would like to sleep in a four-poster bed.
1
The Old Friar - Worcester
England
Rooms From: £35.00. Dating
back to the 13th century, this charming
coaching inn is centrally located in the
beautiful city of Worcester. This
delightful hotel is beautifully presented,
having undergone a recent
refurbishment. At The Old Friar Hotel,
we offer a selection of 29 bedrooms,
warm and cosily furnished. All rooms are
en suite. There are DVD players in
single rooms and CD players in double
rooms. Twin, family, double and single
rooms are available, as well as a fourposter room. Travel cots and Z-Beds are
also available on request. All rooms are
non-smoking.
The Old Friar Hotel is ideally located for
a range of local attractions including the
Worcestershire Racecourse, the Royal
Worcester Pottery and the Malvern Hills.
Unfortunately, the hotel does not have a
lift. Children are welcome. All children
under 4 years stay free of charge when
using existing bedding. All older children
or adults are charged GBP 10.00 per
night and person for extra beds.
Maximum capacity of total guests in a
room is 3. Pets are not allowed.
All children under 4 years stay free of
charge when using existing bedding.
All older children or adults are charged
GBP 10.00 per night and person for
extra beds. Maximum capacity of total
guests in a room is 3.
Stunning Queen Anne mansion set in over 10 acres of
grounds, overlooking the beautiful Teme Valley is the perfect
venue for a truly romantic break. Relax and enjoy a
traditional afternoon tea in one of our comfortable lounges with
real log fires. Unwind before a sumptuous Gourmet dinner prepared
by our Master Chef in our award winning restaurant and taste
vintage wines from our impressive Wine List. Keeping the little ones
entertained in our Creche with activites and playtime is another
advantage the hotel offers.
2
The Red Lion is ideally situated on the seafront. It is southfacing and overlooks the sea. Attractive views may be
enjoyed from the garden. A unique experience awaits you
when you visit The Red Lion: individually themed guest rooms
with contemporary furnishings. We've carefully selected each
element to add a modern, affordable twist to the traditional seaside
break. Imagine sleeping in a 14th-century room, with all the
amenities of the modern day. Choose from either the historic oak
beamed rooms located in the original house or the more
contemporary rooms in the new wing. All rooms are en-suite and
have hospitality trays, direct dial telephone and a new entertainment
system which allows users to email, surf the web, play games, order
movies and listen to music. The rooms also come equipped with
hairdryer and a dry-cleaning service is also available. All 38 rooms
have internet access via data port (21 rooms) or Wi Fi (29 rooms)
with public and meeting areas having wi fi accessability. Newly built:
9 executive rooms with air con, plasma TV & safe. All children are
welcome. Children under 3 years stay free of charge when using
existing bedding. Children under 2 years stay free of charge in cots.
All older children or adults are charged GBP 10.00 per night and
person for extra beds. Maximum capacity of extra beds/babycots in
a room is 2. The picturesque countryside is dotted with charming
towns and villages. The hotel is ideally situated for visiting
Constable country and historic Colchester. The location is quiet yet
very convenient, a short easy walk to the pier, attractions and town
centre. We do not have a lift. There is no night porter so if you are
arriving later than 11PM, please ring and let us know your arrival
time so that we can make arrangements to check you in.
A golf course is within 3 km.
3
MODULE 4 ∙ UNIT 8
79
25. Read the following advert published in a
travel magazine about a self-catering complex on the coast
of Provence and write an enquiry to ask about literature and tariffs for a group of 26 adults (three
couples, 2 families of 6 people each and a group of 8 friends).
Maxim’s Apartment Complex
The residence is located just a few
minutes from the main pearls of
the French Riviera. It is a very
attractive fenced pastel coloured
village overlooking the coast with a
maze of pathways, tiny squares
and brightly coloured bougainvillea
adorning the walls of shops and
houses. There are also bars and
restaurants within the precinct of
the village where you can have
lunch and dinner with special
discounted vouchers. Plenty of
sports facilities for your leisure
time, from tennis courts to a golf
course, a fully equipped diving
centre, a sailing school, a
swimming-pool, an open-air
amphitheatre and the possibility of
renting rubber dinghies to explore
the nearby coves along the coast.
Children are offered organised
entertainment and games with a
playground and a mini club.
Evening entertainment includes
cabaret, quizzes, competitions,
variety shows, salad feasts.
Banking and safe deposit facilities.
Daily complimentary shuttle bus to
the best nearby beaches. You can
choose among three types of
accommodation:
Type 1: roomy flats for couples
with kitchenette, dining area and a
bathroom.
Type 2: 2-roomed flats for 4 people
with one living area, kitchenette
and bathroom.
Type 3: 3-roomed flats for 8 people
with 2 three-bedded rooms, a
spacious living room, kitchenette
and bathroom.
All flats are fitted with colour
satellite TV, VCR, hairdryer. They
are cleaned twice a week. Towel
change every other day.
Kitchenettes are provided with
fridge, sink, dishwasher, electric
oven and stove.
Please send a refundable deposit
when booking.
SKILL 2: HOW TO MATCH RESIDENCES
TO THE RIGHT TOURISTS
26. Read the three advertisements of self-catering accommodation and
match them to the right target guests. 1) a family with 5 children of
various ages; 2) a couple of retired people who want to relax in the
middle of nature in an elegant surrounding far away from the hustle
and bustle of city life; 3) a group of yoga students and their guru.
1. Our villa is located on the stunning
slopes of the Cilento National Park
just half an hour from the blue flag
beaches of Palinuro and Marina di
Camerota. The property dates back
to the 14th century and it has been
wholly restored to its original majesty
and it has maintained its beamed
ceilings, terracotta floors and a
superb winding marble staircase.
From your flat you can enjoy
breathtaking views of the
countryside and of the surrounding
mountains. The terrace located on
the rear of the villa features a BBQ
corner. Especially suitable for naturelovers and for people looking for a
relaxing break far away from the
hectic rhythm of the Riviera.
2. Come and taste the homey cuisine
of a working farmhouse in the heart of
Parmesan countryside. Try our homemade pies and our special salami.
Flavour our tortelli, stuffed with ricotta
and spinach or with pumpkin. Here
the rhythm is still slow and rural as in
bygone days; you will unwind in the
evening in the peaceful rural
tranquillity broken only by the cicadas
and by grasshoppers. Your children
will be able to roam freely and without
dangers on the park grounds,
learning about calves, sheep, ducks
and geese in a peaceful rural setting.
We have set our swimming-pool
inside a fenced area full of garden
furniture and with a playground and a
sand pit for your children. Possibility
of riding ponies and learning how to
ride horses. Simple but tastefully
furnished apartments with central
heating, fans in summer. Dogs
welcome.
3. We have renovated a medieval
castle in the heart of the Umbrian
countryside to accommodate 6
apartments. Rooms have been
furnished with epoch furniture.
Four-poster beds, old chest of
drawers and wardrobes and pointed
arch windows will feature your room
located in the towers with a stunning
view across the valley and the
surrounding hills. You can have
dinner in the ex throne hall which has
been converted into a huge dining
room with open hearth. Possibility of
attending a yoga course or
practicing tai chi and archery on the
grass expanse at the back of the
building near the chestnut grove.
Possibility of organising courses of
vegetarian and macrobiotic cuisine.
80
MODULE 4 ∙ UNIT 8
SKILL 3: HOW TO COMPLAIN ABOUT PROBLEMS WHEN
RENTING A FLAT
27. Discussion time.
Matthew and Thomas booked to go to an apartment
complex on Ibiza in May, after reading a brochure about the
resort. On arriving there they found the local disco closed
and the swimming-pool extremely dirty. The owner of the
complex had not cleaned the swimming pool since the
previous year. The owner of the disco had closed it the day
before they arrived at Ibiza. Do they have the right for
damages?
Use expressions like:
I think, I believe, In my opinion, they should have, they
should have been informed, I agree with that, you’re right /
wrong, it’s difficult to say, what do you think about...?
Speaking
28. What kinds of complaints or problems do tenants experience when renting a home or apartment?
Briefly discuss these ideas with a partner. Explain one solution for each problem you came up with.
Vocabulary
29. Match the words to their meaning:
1. blaring
6. livestock
2. collect
7. prevent
rent
3. sort out
4. pungent odour
5. drift this way
8. bark
9. rental
agreement
A. raccogliere
l’affitto,
B. contract to rent a room or flat,
C. cattle,
D. strong unpleasant smell,
E. avoid,
F. find a solution,
G. sound of a dog,
H. float in this direction,
I. loud and strident,
MODULE 4 ∙ UNIT 9
81
Content POINT 3
Contracts
WHY IS IT IMPORTANT TO READ RENTAL CONTRACTS CAREFULLY BEFORE SIGNING
AND ACCEPTING THEM
Good travel agents should always advise their clients to
go through (read carefully) the clauses (conditions) of
rental contracts before signing (firmare) them. The
likelihood (probability) that they accuse the travel
agency of unfair (unjust) treatment are thus (so) greatly
reduced. Sometimes the quality of accommodation may
be lower than that advertised in the leaflet. Read a
contract before asking for reimbursement of the money
you spent on a holiday.
BROCHURE DESCRIPTIONS
Our staff check and inspect the premises (properties)
regularly to ensure (guarantee) that descriptions of
resorts and accommodation are accurate (precise,
correct). However (yet) changes may occur (crop up,
happen, take place) after the publication date. It may
happen that a restaurant could close for redecoration or
that a swimming-pool needs cleaning. It may occur that
air conditioning or heated swimming pools are not
available in some periods of the year or day at hotelier’s
discretion. We regret to say that such changes are beyond our control. We will try to do our best to
inform you of such changes before your departure. Building works and noise are also beyond our
control and are unavoidable (inevitable) in certain developing resorts. We also do not receive prior
notice (information) of such developments. However should we hear of any building works which
may affect your enjoyment, we will take it upon ourselves (consider it our responsibility) to notify
(inform) you as soon as possible. Whenever possible we will offer you the possibility of moving to an
alternative holiday resort or of cancelling the holiday without penalty.
Speaking
7. Read the following text and answer:
1. Can you cancel the booking and be refunded?
2. Are you refunded if you cancel 9 days before arrival? If so, how much?
3. How much are you refunded if you cancel 6 days before arrival date?
4. And if you cancel the day before?
5. How much does a standard room cost in a bed and breakfast?
6. You want to book a room for 3 people with bathroom for 3 nights in a luxury bed and breakfast. How much
would you pay?
7. You want to book a superior flat for two weeks. How much will they charge you?
8. Can you book a flat for 3 days in November?
9. How much is the deposit for flats?
10. What is the deadline to pay for a rented flat in August?
11. If you cancel beyond 6 weeks can you get a refund from the insurance company?
12. When can you arrive in your rented flat?
13. What time do you have to leave on the departure day?
14. What kind of linen do they give you?
15. Is electricity included in the price?
16. Where do they read your electrical consumption?
17. How much do you have to leave as deposit on arrival and why?
MODULE 4 ∙ UNIT 9
82
Reading
CONTRACT
CONDITIONS
Cancellation: after confirmation up to eight days before arrival 75% refunded, between eight and two days
50% refunded. Less than two days, no refunds.
BED AND BREAKFAST RATES
Standard
From £19.50 per person per night (Basic accommodation without private facilities)
Superior
From £23.00 per person per night (better accommodation, some with private facilities)
Luxury
From £28 per person per night (High Quality accommodation with private facilities)
SELF CATERING
Standard
From £230 per week
Superior
From £330 per week
Luxury
From £440 per week
The self catering accommodation which are generally farmhouse cottages can accommodate from 2-8 persons.
The price depends both on the facilities and standard of the accommodation and the number of persons that can
be accommodated. Out of season booking can be made for less than one week. Please ask for special rates.
CAMPING
Standard
£7.50 per unit per night
Superior
£10.50 per unit per night
NOTES ON BOOKING: SELF CATERING ACCOMMODATION
Normally the following applies- but check with your agent when booking.
1. On confirmation of a reservation £100.00 deposit is due (dovuto). Self catering properties booked for high
season must be paid in full 6 weeks in advance. There will be no refunds after this date.
The agency includes insurance cover in the price in case of cancellation after this date.
2. Arrival is from Saturday to Saturday. Tenants should arrive after 3.00 p.m. and leave before 10.00 a.m. the
day of departure. Please advise the agent or the farmhouse if you are arriving very late. Out of season it
may be possible to book a property for less than one week.
3. Linen is generally provided (sheets, towels, bed coverings, etc.)
4. In most cases electricity is charged extra and there is a meter that is read on arrival and on departure or
there is a meter machine which takes coins. In the more expensive properties electricity can be included in
the cost. Please query (ask) this when booking.
5. Tenants (inquilini) will be required to pay a deposit on arrival of £50 to cover any breakages or damage.
This amount will be returned on departure. Tenants should leave the property in a reasonable state when
departing.
CAMPING
Prepaid one-night vouchers are available for camp sites with a list of locations. Clients should ring the site the
day before to check availability.
MODULE 5 ∙ UNIT 4
SKILL 2: HOW TO WRITE A TYPE 1 BROCHURE
ABOUT CAMBRIDGE
Writing
8.
Read the following article about Cambridge and develop a type 1 brochure about the town.
Built on the river Cam Cambridge is located
about 70 miles north of London, one hour by
car. This is Britain’s second oldest university
town boasting 31 colleges. It was founded
by some rebellious Oxford students in 1209
and the rivalry still continues. Compared with
Oxford, Cambridge is quieter, a backwater
place, less lively. And yet its relaxed pace of
life is so quintessentially British.
In the morning you can enjoy the sight of the
narrow river barge homes with their happy
plumes of smoke wafting out of their
stovepipe chimneys. The river Cam flows at
the back of the college buildings so when
you hire a punt and cruise along the river you
can marvel at the stark beauty of the many
enormous old trees on the campuses and
along the riverbanks. Punting is a century-old
tradition. A punt is a flat-bottomed boat
manoeuvred by a standing person with a
long pole to push off the bottom of the river
and to propel the punt. Or you should head
down the River Cam near the college
boathouses and see the club teams out on
the river. Just imagine when there are the
university races scheduled. Some of the
colleges are very old, dating back to the
1200's and many famous people passed
through the halls of Cambridge, Prince
Charles among them. The colleges each
have their own campus and a close. King's
Fitzwilliam museum
Chapel is the jewel of the town.
The Fitzwilliam museum is well worth a visit
with its stunning collection of Egyptian,
Greek, Roman and Mesopotamian
antiquities, as well as some beautiful
European painting and sculpture from the
16th to the 20th centuries. Wall reliefs, stelae,
coins, bronzes, weaponry and armour,
cylinder seals, ceramics and ancient texts the Fitzwilliam's holdings comprise a modest
but top notch representation of old world
artefacts and more recent objects d'art.
If you want to shop, browse through the
aisles of one of its numerous bookshops and
stock up.
You might find some rare book you haven’t
been able to find anywhere else.
Christ college
83
MODULE 5 ∙ UNIT 4
84
Role-playing
11.
Use the information about London to act out the following dialogues between a travel agent and a
customer:
1. Customer A enquires about London’s parks.
2. Customer B asks information about London’s museums
3. Customer C would like to know what you can visit around London.
4. Customer D enquires about modern buildings and architecture in London
Writing
12.
With the previous information write some short advertisements for 3 attractions in London. Follow
the guidelines:
1. provide a catchy title
2. find a lovely picture for the attraction selected
3. prepare a short text to summarize the main highlights of the attraction
4. mention the name and address of your travel agency which can arrange guided tours of the attraction
SKILL 5: HOW TO WRITE A BROCHURE ABOUT A SPECIAL
INTEREST TOUR
13.
Read the following report about a ghost tour and write a type 1 brochure about this tour.
Ghosts!
York is known for being one of
the most haunted (infestate
da fantasmi) cities in Europe.
In the past as you passed into
the small village of York, you
saw severed (cut off) heads
dangling (hanging) across the
bridge you were crossing
over. Not a pretty picture to
say the least, but it tells the
tale of this amazing town. The
heads were put there in the
twelfth century to warn
visitors of the danger they
would face if a criminal act
was committed. It is not
difficult to imagine why York is
said to be a haunted city
when you venture into the
small, winding (snaking,
meandering) cobblestone
paths Yes, cobblestone.
Watch your footwear, as one
of my friends, fell and twisted
(sprained) her ankle (si slogò
la caviglia) when her heel
(tacco) caught in a cobble.
Flat shoes are highly
recommended. Glance (look)
at the shops along the
streets, Do not miss the
"Shambles", the narrowest
street in England. Neighbours
could shake hands easily
across its width but take
notice of the roofs. Black iron
cats adorn many housetops,
as a deterrent (prevention) to
the Black Plague that
swarmed the city hundreds of
years ago. People placed the
cats up to frighten the rats
away from the house,
attempting to divert plague
illness.There are several ghost
walks available which are
really interesting, and a bit
scary (frightening). We went
on a walking tour around the
city and heard about all the
various ghosts that have
inhabited different buildings at
one time or another.
The English used to be very
bloody in their executions and
supposedly there are a lot of
unhappy ghosts that roam
(wander) around York looking
for their various missing body
parts. I would definitely
recommend a ghost walk, but
not for the faint of heart.
MODULE 5 ∙ UNIT 4
85
SKILL 6: HOW TO GIVE ADVICE ABOUT TOURS AND
SIGHTSEEING IN CANTERBURY
Working at the tourist information office
Role-playing
14.
Read the following brochure of Canterbury and act out the part of a tourist information officer who
must give advice on the town to a tourist.
Reading
CANTERBURY
Canterbury, a town whose history spans two thousand
years, is steeped in literature and history. Its main
attraction is the stunning building of the cathedral in
Norman Style with cobalt stained glass windows which
are especially remarkable when they shine at sunset.
Thomas Becket, one of Britain’s most well known
martyrs, died on the steps of the cathedral stabbed by
Henry II’s four knights, while he was praying. Despite
he had been a close friend of the king, they had later
disagreed about the management of the Court of
Justice and so Henry II sent him first to exile to
France and later, when he came back, he was murdered. In Canterbury’s magnificent Gothic
cathedral you can still see the spot where he was stabbed. The church was also the setting for
T.S. Eliot’s premier performance of “Murder in the Cathedral”, his portrayal of the murder of the
archbishop. Canterbury Tales Visitor Attraction is an interactive museum introducing Chaucer’s
Canterbury tales and its colourful characters as well as recreating medieval England in an
amusing way with a combination of animatronics, lights, sounds and SMELLS. You can rest on
the benches of the main square and then stroll down the narrow streets as far as the river to
laze around the parks along its banks. Don’t miss Westgate Tower, the best preserved gate
through the old city walls, which used to house a jail. The view from the battlemented walls at
the top of the tower is really worth it.
SKILL 7: HOW TO WRITE ENQUIRIES ABOUT TOURS
Writing
15.
You are a travel agent. write a letter of enquiry to an English travel agency located in York to see if they
can let you have:
1. material about tours in York for a party of 20 people.
2. an estimate including half-board accommodation in guesthouses for a week starting from 3rd June till the end of
September. Transfer to and from the nearest airport, an Italian-speaking guide. 6 vouchers for lunch in typical
pubs of the area.
3. you also ask if they can let you have information and leaflets about evening entertainment.
16.
You are an Italian travel agent. Write an enquiry to London’s Tourist Office
asking for possible tours based in London for groups of culure-buffs.
AN ENQUIRY
MODULE 5 ∙ UNIT 4
86
SKILL 8: HOW TO WRITE CIRCULARS ABOUT TOURS
Speaking
17.
Read the following circular written by a British tour operator to inform Italian agencies about their
latest tours and label the various paragraphs with the corresponding functions provided here in
scrambled order:
Present the tours, introduce your agency, express hope for a future contact,
describe the services provided and enclose literature.
Dear colleagues,
Over the last few years the demand for unusual tours has steadily grown. Consequently we have expanded our
range of tours on offer and we are currently able to propose our latest successful new historical tours for art
and history lovers, designed to show your customers the very best of England and Scotland, Gems of England
and Scottish Castles.
Gems of England is a an escorted 8-day tour of 6 of the most famous towns in England, charming York,
historic Oxford and Cambridge, Roman Bath, magic Stonehenge and Salisbury, Gothic Winchester and
Canterbury.
Scottish Castles features an escorted tour in the Highlands to visit some of the most striking castles among
which Balmoral, Glamis, Braemar and to see the famous Highland Games.
Half-board accommodation in 3-star hotels. Italian-speaking guide throughout. At the unbeatable price of £800
each tour we are sure you won’t miss this unique opportunity to offer your customers a taste of Britain. They
will sit back and relax in the comfort of our deluxe coaches and will make the most of their stay in the UK.
As many of you know, we enjoy an excellent reputation, based on professional services, efficient well-trained
couriers and guides that meet the approval of even the most demanding customers.
Please find here enclosed some leaflets illustrating the two tours.
Don’t hesitate to write back to us for further information.
Yours faithfully,
Jennifer Livingstone
SKILL 9: HOW TO WRITE A REPLY TO AN ENQUIRY
Writing
18.
A REPLY TO ENQUIRY
Write the following letter
Reply to an enquiry you received from on English travel agency asking you about a possible tour in Italy for parties
of British holiday-makers. State that you are in a position to offer 6-day tours of the best attractions in Italy (the most
important museums, landmarks and places of historical interest) especially tailored for art and history lovers. Explain
that there will be also time to go shopping in some of the main department stores and to unwind in the most famous
parks of the capital. State that you can select three or four star hotels for their accommodation and enclose leaflets
of tours and hotels. You can also offer the competence of highly qualified English-speaking guides. During the day
the tourists will have the chance to taste the typical Italian cuisine in some picturesque trattorias, while evening
entertainment will feature a welcome party, a farewell dinner and some cabaret and variety shows. Possibility of
booking theatre plays in the main theatres in Rome. You are ready to grant one free accommodation every 20
tourists and a 20% discount for early June and late September tours.
MODULE 5 ∙ UNIT 5
2.
87
Read the following text and answer the questions.
Bernard Frischer, director of the Institute
for Advanced Technology in the
Humanities at the University of Virginia is
the mastermind (main organizer) of the
project called “Rome Reborn”. Recently
he has been able to create a huge,
sophisticated digital model of the
ancient city. In order to achieve (reach)
this goal his unusual (strange) team of
researchers, a combination of classicists,
engineers and archaeologists from the
University of Virginia, the University of
California and The Polytechnic University
of Milan, scanned a 3,000 square foot
plaster model of the city – the “Plastico
di Roma Antica” - which was finished in
the 1970’s. It has been an engineering
challenge (sfida) that has gone on for 11
years because his team had to use laser
radar to scan each tiny (very small)
section of the plaster, 31 monuments
and 7,000 buildings. The amazing result
is a fly-through (computer animated
simulation) model of the whole city,
street by street, column by column.
Frischer pursued (aimed at) the
following goals (objectives): first to
create a model to be used as an online
forum by Rome scholars (scientists);
secondly to give archaeologists the
possibility of adding and changing
buildings and monuments as new
evidence (proof) is unearthed
(discovered); thirdly to give architects
the chance to explore the city’s traffic
flows and finally to offer art historians
the opportunity to add details and
information to buildings that have been
scanned by other teams. However the
project is not just for academics: “Rome
Reborn” has been licensed to a tour
company in Rome, and was officially
unveiled by Rome’s mayor (sindaco) on
11th June 2008. In April 2008, an
orientation film based on the model
(“3D Rewind Rome”) was opened in a
converted playhouse (an ex cinema)
across from the Colosseum (Cinema
Teatro Colosseo, via Capo d’Africa) to
give tourists a sense of the city’s past.
Thanks to PDA/GPS (Personal Digital
Assistant/Global Positioning System)
devices (mechanisms) like 3D glasses,
cutting edge (advanced) technology
and special effects people can walk the
city and see what the view in front of
them once looked like at the age of
Constantine in 320 AD, when Rome had
over a million inhabitants and was the
largest metropolis in the world. They
really travel back in time in a virtual tour
through 4th century Rome and meet
historical characters. The idea is based
on the concept of edutainment, a new
word meaning education and
entertainment and the aim is to learn
while having fun. At the cost of a cinema
ticket you are provided with a
Multilanguage Audi player, you enter a
tunnel escorted by a guide, then you
hear information about the past of the
city and you finally reach (enter) a room
which looks like a huge (enormous)
excavation site and then turns into the
underground of the Colosseum. The last
highlight (attraction) of the tour is
Sapientinus, a virtual character of
ancient Rome, who welcomes and
accompanies tourists in a three
dimensional adventure with a film
showing temples, the forum, the
Colosseum, gladiators, women and men
in their shops, the market place and the
emperor himself.
Answer
1. Who is the mastermind of the project Rome Reborn?
2. Who forms his team of researchers?
3. How long has the project been going on?
4. What were Frischer’s goals?
5. What is Rewind Rome?
6. What was Rome like in 320?
7. What is the meaning of edutainment?
8. Can you describe the experience of 3DRewind Rome?
3.
Prepare a short advertising leaflet to publicize the exhibition 3D Rewind Rome for tourists. Include the
following information:
Its location, the highlights of the virtual tour, the cost of the ticket.
88
4.
MODULE 5 ∙ UNIT 5
Use the following information about Rome to prepare a brochure either about ancient Rome or about
Renaissance and Baroque Rome.
ANCIENT ROME
One of the symbols of Rome is the Colosseum
(70–80 AD), the largest amphitheatre ever built
in the Roman Empire. It used to seat 60,000
spectators, who went there to watch the
gladiators. The list of important monuments of
ancient Rome includes the Roman Forum, the
Pantheon, Trajan‘s Column, Trajan‘s Market,
the Catacombs, the Circus Maximus, the Baths
of Caracalla, Castel Sant ‘Angelo, the Ara
Pacis, the Arch of Constantine and
the Bocca della Verità.
The Roman Forum was the main square and
central hub where the people of Rome
gathered for justice, and faith. The forum was
also the economic hub of the city and
considered to be the centre of the Republic
and Empire. Several arches and temples are
located here. Trajan‘s column is located north
to it. Along Via dei Fori Imperiali at the
opposite end of the Colosseum you can also
visit Trajan‘s market. The upper levels of the
market were used for offices while the lower
part, in front of Trajan‘s Forum, had shops
selling oil, wines, seafood, groceries,
vegetables and fruit.
The Pantheon used to be a temple for all the
gods of ancient Rome. It is the best preserved
Roman building. It has a domed structure. The
Arch of Constantine is also near the
Colosseum. It is the latest of the existing
triumphal arches in Rome. It spans the way
taken by the emperors when they entered the
city in triumph.
The Circus Maximus was an ancient
hippodrome and mass entertainment venue,
the first and largest circus in Rome, used for
games, chariot racing and festivals. Now it is a
public park.
The catacombs are the ancient burial places of
the persecuted Christians. They form an
underground maze of tunnels dug in volcanic
tufo rock, sometimes laid out even in four
stories. They are rich in frescoes and
sculptures.
The Baths of Caracalla were Roman public
baths built under the emperor Caracalla. This
complex featured a leisure centre, a public
library, gyms, a swimming-pool.
The Mausoleum of Hadrian, usually known as
the Castel Sant‘Angelo, is a towering
cylindrical building, initially commissioned by
the Roman Emperor Hadrian as a mausoleum
for himself and his family. The building was
later used as a papal fortress and castle, and is
now a museum.
The Ara Pacis is an altar to Peace, depicted as
a Roman goddess. The Roman Senate had it
built on 4 July 13 BC when the Roman
emperor Augustus won against Hispania and
the Gauls and it was meant to celebrate the
peace finally established in the Empire and to
portray the prosperity and the military
supremacy of the Roman empire.
The Mouth of Truth (Bocca della verità) is a
man-like face located in the portico of the
Church of Santa Maria in Cosmedin, probably
part of an ancient Roman fountain, possibly a
pagan god. It is believed to be a lie detector.
People thought that if you told a lie with your
hand in the mouth of the face, it would be
bitten off.
RENAISSANCE AND BAROQUE ROME
The most impressive masterpiece of
Renaissance architecture in Rome is the Piazza
del Campidoglio by Michelangelo.
During this period, the great aristocratic
families of Rome used to build opulent
dwellings as Palazzo del Quirinale (now seat
of the President of the Italian Republic),
Palazzo Farnese, Palazzo Barberini, Palazzo
Chigi (now seat of the Italian Prime Minister)
and Villa Farnesina to name just a few. Many
majestic squares, some of which adorned with
obelisks, also date back to the 17th century:
Piazza Navona, Piazza di Spagna, Campo de ‘
Fiori, Piazza Venezia and Piazza Farnese. A
typical example of Baroque art is the Trevi
fountain by Nicola Salvi. Other notable 17th
century Baroque palaces are Palazzo Madama,
now the seat of the Italian Senate and Palazzo
Montecitorio, now the seat of the Chamber of
Deputies.
MODULE 5 ∙ UNIT 7
89
SKILL 3: HOW TO WRITE A TOUR ALONG THE EASTERN AND
SOUTHERN COAST OF THE US
Writing
Use the information about New York on page 318 and the following guidelines about Boston,
Washington D.C. and New Orleans to write an itinerary on the eastern / southern coast of the US.
AMERICAN EASTERN AND SOUTHERN COAST
4.
Boston: the capital of Massachusetts /
dynamic and cosmopolitan city /
nicknamed the cradle of American
Independence because here the
very idea of America was shaped
(Faneuil Hall) / Boston Tea Party /
historic sights: Freedom Trail /
Bostonians are proud of their
heritage / start your visit at Boston
Common, a green area full of
history (State House, Old Granary,
the Burying ground) / North End is
full of Italian restaurants and bars /
Beacon Hill is a district of redbrick houses
showing New England architecture at its
best / Back Bay: trendy shops and
restaurants / plenty of Irish venues and
pubs / the red-light area is full of
Chinese, Indonesian and Thai
restaurants.
Washington D.C.: the Capital city of
the US / the White House, the
Capital, the Smithsonian Institute, the
National Gallery, the Air and Space
Museum / dynamic city / it is a city
which was developed horizontally as its
buildings cannot be taller than the Capital.
New Orleans: rich in history and culture
/ busy port located at the mouth of the
Mississippi river in the southern
state of Louisiana / famous for jazz,
Mardi Gras, streetcars, paddle
steamers, the historic French
Quarter / try spicy Creole cuisine
with its distinct flavour / experience
a cruise on a paddle wheeler on the
Mississippi from New Orleans to an
historic plantation home overlooking
the river.
MODULE 5 ∙ UNIT 7
90
SKILL 4: HOW TO WRITE A TOUR ALONG THE WESTERN
COAST OF THE US
Writing
5.
Build up a tour of Las Vegas / LA and San Francisco using the following information.
LAS VEGAS, LA AND FRISCO
LAS VEGAS: glitzy and glamorous /
entertainment / casinos.
climate: 320 days of sunshine a year /
desert climate / dry, no humidity / in summer
temperature rises to 40°/ in winter day
temperature is around 15°.
cuisine: hundreds of restaurants from more
than 50 different countries / all prices
shopping: 6 lavish malls near the major
hotels / domestic and imported goods / jewellery
excursions: city tours / boat excursions on
Lake Mead / visit to Hoover Dam / day trips by
helicopter to the Grand Canyon / hiking trails and
rock climbing possibilities on Mount Charleston
San Francisco: situated on numerous
hills overlooking the Pacific Ocean, lapped by
the bay / fog and sunshine alternate / a city with
numerous ethnic communities / visit to the
Japanese Tea Garden and the isle of Alcatraz
with the famous high security prison.
6.
LOS ANGELES
introduction: the city spreads out over 200 km with
mega quarters going from the mountains to the sea and
linked by freeways and long boulevards / along Santa
Monica Bay there are Marina del Rey, swinging singles’
town, hippy and artistic Venice, upper-class and posh
Santa Monica, renowned Malibu, home to
multi-millionaire movie stars / inland districts are Beverly
Hills, dotted with million-dollar homes, Hollywood,
downtown LA, which features museums, concert halls,
theatres and restaurants.
highlights: the Universal studios / the Chinese
Theatre / the walk of Fame / the Museum of
contemporary Art / Disneyland: located 50 miles from
downtown LA / Rodeo Drive: a street lined with designer
shops / the city is crisscrossed by freeways, Sunset
Boulevard and the district of Bel Air with movie star villas
/ architecture: from Spanish-colonial style to early
modern masterpieces by Frank Lloyd Wright / better
move around by car as there is no subway, buses are
small and they have complicated routes, taxis are pricey
and must be ordered by phone.
Write a circular letter advertising one of the previous tours to your customers. Follow the guidelines:
Dear Sirs,
(introducing the offer) it is with great pleasure that we launch this special gem of next season’s programme, the
tour of …………………
(introduce yourself and highlight the quality of your services) We have been working as tour operators since
…………………… / for over ………….. years and we can boast a long-standing experience in planning and
implementing tours in the States. We offer unbeatable prices while at the same time guaranteeing quality and
reliability.
(feature the main details of the offer: accommodation, length, escorts, transport, highlights) Our offer consists
of ……………………….. -day tour through ………………….. the itinerary includes visits to …………………… you will
have the possibility of admiring ……………………………… you won’t miss the chance to see …………….. / to stop
at the world-famous……………….
Guests will be accommodated in …………… -star hotels throughout, offering the utmost comfort and the best
facilities you can dream of.
Passengers will travel in the comfort of our deluxe coaches and will be accompanied by a professional tour escort
throughout the journey. Guided visits are included to …………….
(mention enclosures) Please find, here enclosed, some brochures and catalogues containing details of our offer.
(offer further help) Should you need any extra information please do not hesitate to refer to us.
Yours sincerely.
MODULE 5 ∙ UNIT 8
91
SKILL 2: HOW TO WRITE A LITERARY TOUR IN THE LAKE
DISTRICT
Writing
2.
Using the information you can find on the net and the guidelines of ex. 1 about the Lake District write a
Literary Tour based in the north of England including the lakes, Yorkshire, Hadrian’s Wall. Link the
places to writers such as the Bronte Sisters, Coleridge and Wordsworth.
SKILL 3: HOW TO WRITE A TYPE 1 BROCHURE ABOUT
SCOTLAND
3.
Use the following
guidelines about
Scotland to write
a type 1 brochure
of the region.
SCOTLAND
Location: north of England and surrounded by the sea on three
sides, the Atlantic Ocean to the west and north and by the North
Sea to the east / the main islands are: the Hebrides, the Shetlands
and the Orkneys / three regions: the Highlands, the Midland
valley and the Southern Uplands.
Capital: Edinburgh / Main cities: Glasgow, Aberdeen, Inverness,
Fort William, Dundee/population: 6 million inhabitants living
especially in the Midland valley / wild and mountainous / ideal
spot for trekking holidays / Highest mountain: Ben Nevis
(1343m) / famous for its lakes called lochs / Loch Ness / Nessie
the monster located at its bottom.
Climate: sunny days in summer alternate windy cold days / cold,
snowy winters.
Language in the Highlands: Gaelic and English
Religion: Presbyterian, Anglican and Catholic
Famous people from Scotland: the writer Robert Louis
Stevenson, author of The Strange Case of Doctor Jekyll and Mr
Hyde; Walter Scott, a Romantic novelist; Robert Burns, a
Romantic poet; Adam Smith, an economist; Sean Connery, the
actor who played the role of James Bond, Secret Agent 007.
Airports: Glasgow and Edinburgh.
Trains / coaches: the main cities are connected by coach and
trains to London.
Steamers and ferry services: numerous connections to the
islands.
92
MODULE 5 ∙ UNIT 8
SKILL 4: HOW TO WRITE A TYPE 1 TOUR OF SCOTLAND
4.
Use the following information about Scotland to write a tour.
*Scotland
Scotland has always been famous for icons like its majectic mountains, for the Highlands, lochs
or lakes, for tartan cloth, salmon and whisky, but now it has added new must-see attractions.
They include the world’s first rotating boat lift; Scotland’s first national park; the UK’s highest
mountain railway; and a 73-mile footpath through the heart of the Highlands.
1. Loch Lomond and the Trossachs National Park:
If you leave bustling Glasgow and head for (go to)
Loch Lomond you can find this huge park, 500
square miles of unspoilt (virgin) mountain and lake
scenery. Here you can go hiking, cycling or sailing.
At the new, yet castle-like stone-clad (covered with
stones) Lomond Shores Centre you can have a bird’s
eye view (view from the top) down the loch from its
terrace on the seventh floor. Below is an orientation
centre where you can talk to rangers and plan trips
into the park.
2. Falkirk Wheel is a unique engineering marvel
located at Falkirk, halfway between Edinburgh and
Glasgow. It is a high rotating boat lift- as high as
eight double-decker buses. It can raise (lift) up to 8
boats at a time from the Union Canal to the Forth
and Clyde Canal. Even if you don’t have any boat
you can go on a 40-minute trip and enjoy the feeling
of taking off on a boat. The wheel is part of a project
called the Millennium Link, whose aim is to join the
North Sea with the Atlantic Ocean.
3. Scotland’s first high-speed funicular up Cairn
Gorm Mountain which ferries (transports up and
down, to and fro) visitors for one mile from a base
station 2,100 feet above sea level to the summit
at 2,600 feet.
4. The Great Glen Way which starts at Inverness,
capital of the Highlands, and follows the geological
fault which slices (cuts) the country into two, from
the North Sea to salty Atlantic Sea lochs.
The route features forest tracks and trails past
crofting communities (with farms, activities based
of fishing, cattle rearing, spinning and weaving)
and the shores of great lakes, like Loch Ness.
Maybe you can spot (see) the legendary monster
Nessie. To take it easier you can join the cruise
barge (chiatta) Fingal of Caledonia, which sails a
parallel route along the Caledonian Canal.
In this case you can leave your luggage on the
barge, sleep on board and walk as little or as
much as you like.
5. Glencoe’s Visitor Centre outside the glen
(small secluded valley) with gorgeous views into
the valley. Built in the style of a highland village,
using sustainable Scottish timber (wood); its
exhibits and people tell the story of the glen, its
flora and wildlife, including golden eagle, wildcats
and pine marten.
During your Scottish break you can be
accommodated in some delightful,
family-run country house hotels.
MODULE 5 ∙ UNIT 11
93
SKILL 2: PRESENT A TOUR OF CALIFORNIA
Role-playing
2.
As a travel agent you must advise a couple who intends to visit California next summer. Use the
information of the following tour to describe the various possibilities. Show them the itinerary on the map.
Reading
BEST OF CALIFORNIA
A scenic journey along California’s amazing coast. Enjoy California’s
treasures, from its stunning shoreline and natural beauty, to its vibrant
cities. Experience the glamour of Hollywood, visit a world-renowned museum
and aquarium, delight in award-winning wines and superb cuisine...
A complete feast for the senses!
Day 1 - arrive San Francisco
Welcome to California! Take a complimentary transfer from San Francisco
International Airport to your hotel, where you will meet your Tour Director
this afternoon. Join us at 6 p.m. for a Welcome Reception at the hotel. Hotel:
Omni San Francisco.
The remainder of the day and evening are yours to explore more of this
vibrant city at leisure.. San Francisco is a city with endless possibilities!
Day 2 - San Francisco sightseeing
Start with a captivating tour featuring the popular landmarks of this vibrant
dynamic city. You’ll see locations made famous by both current blockbuster
and classic San Francisco movies. Locations include the scenes from Vertigo,
Mrs. Doubtfire, Interview with a Vampire, and Dark Passage.
You’ll learn about San Francisco’s important role in the movie industry and
trivia about your favourite stars. The tour will include sinister but fascinating
Alcatraz Prison where The Rock and The Bird Man of
Alcatraz were shot. Spend the afternoon taking in the
bustling activity on Union Square, ride the famed
cable cars up and down San Francisco’s thrilling
hills, admire the stately Victorian homes of Pacific
Heights and the beautiful Golden Gate Park.
There’s time to explore other famous sites such as
Nob Hill, Union Square, and Lombard Street, the
most crooked street in America.
You can’t miss spending some hours at leisure at
Fisherman’s Wharf.
Towards 4 pm. join your Tour Director and
fellow passengers for a walking tour through
Chinatown, including stops at various
shops and landmarks, followed by an
authentic Chinese banquet at a
local restaurant.
Answer
1. Where does the Tour Director welcome the group?
2. What has the tour operator organised on the first day?
3. What are the popular landmarks of San Francisco?
4. What movies were shot here?
5. How can you go up and down the hills?
6. Where can you see Victorian Homes?
7. Why is Lombard Street unusual?
8. What do they organise in Chinatown?
94
Day 3 - San Francisco - Napa & Sonoma
This morning enter California’s lush premier
wine country. Discover the delightful town of
Sonoma with its historic plaza and streets
lined with quaint shops, cafes and
restaurants. Enjoy a private guided tour and
barrel tasting at a local winery. Later, head
for the township of Napa and step aboard
the beautifully restored Napa Valley Wine
Train. Enjoy fine dining and wine tasting
while travelling through the Napa Valley’s
picturesque landscape. Hotel: The Lodge at
Sonoma, a Renaissance Resort & Spa.
(B,HD)
Answer
1. What can you find in the Napa Valley?
2. Where can you board the Napa Valley Wine Train?
3. What does the tour include?
4. What range of mountains is there between the Napa Valley
and Yosemite National Park?
5. What are the main landmarks in Yosemite?
6. What is San Joaquin Valley famous for?
7. Where can you admire a fantastic coastline?
8. Where can you find expensive mansions?
9. What is Monterey like?
10. What was Monterey in the past?
11. What have they organised at the Monterey Bay Aquarium?
12. What is Hearst castle?
13. Why is Santa Barbara famous?
14. What is downtown Santa Barbara like?
15. How can you visit Santa Barbara?
Day 4 - Sonoma Valley - Yosemite
Travel through California’s Gold Country
and wind through the majestic Sierra
Nevada Mountains en route to one of Mother
nature’s greatest masterpieces, Yosemite
National Park. You will explore the floor of
the valley with its spectacular waterfalls, imposing rock
formations and deep valleys, Alpine meadows and groves of
Giant sequoias as well as its abundant wildlife, which will
leave you awestruck. Upon arrival, join your fellow travelers
on an open-air tram to view sites such as Yosemite Falls, Half
Dome and El Capitan, as well as learn about the park's
history, geology, and wildlife. Spend the night inside Yosemite
National Park, close to the highest waterfall in North America.
Hotel: Yosemite Lodge at the Falls. (B)
Day 5 - Yosemite - Monterey
Early risers can enjoy the peace and quiet of
Yosemite Valley, or take a short walk again to
the magnificent Yosemite Falls. Then drive down
the Sierras and through the fertile San Joaquin
Valley, the breadbasket of California. Purchase
local fresh fruits at a historic fruit stand en
route to the picturesque town of Carmel-by-theSea. Browse the art galleries and quaint shops
on Ocean Avenue, then take a relaxing drive
across the Monterey Peninsula and along the
scenic 17-Mile-Drive, one of the most
breathtaking coastlines in the world.
Pass the famous Pebble Beach Golf Course and multi-million dollar mansions
before arriving at charming Monterey. Monterey, the first capital of
California, is filled with lovingly restored historic buildings and Spanish
adobes. We end the day with a lecture and private dinner at the Monterey
Bay Aquarium, with superb views of Monterey Bay and time to view some of
the outstanding exhibits. Hotel: Monterey Marriott. (B,HD)
Day 6 - Monterey - Santa Barbara
Head south this morning and stop in San Simeon for a guided tour of Hearst
Castle, the grandiose estate of publishing magnate William Randolph Hearst.
Continue south through the vineyards of the Central Coast to the elegant
resort of Santa Barbara, famous for its breathtaking setting, natural beauty
from the dramatic mix of mountains, valleys, beaches, islands and the sea.
Upon arrival you will have time to enjoy an orientation tour of this seaside
paradise and then independently explore the downtown area laced with
pedestrian-friendly sidewalks and paseos. Or, perhaps you would prefer to
grab a pedicab (Santa Barbara’s answer to the rickshaw) or hop aboard an
eco-friendly electric shuttle to the waterfront area. Late afternoon checking
into your beachfront hotel. Hotel: Hotel Mar Monte. (B,D)
Day 7 - Santa Barbara - Los Angeles
Visit the beautiful Mission Santa Barbara and
learn about the chain of 21 California Missions
along California’s El Camino Real. Then, journey
along the spectacular Santa Monica Bay, passing
through glamorous Malibu on your way to Santa
Monica. Take time to stroll along the popular
Third Street Promenade. Visit the JP Getty
Centre with its world-class collection of Western
art, set against a backdrop of dramatic
architecture, tranquil gardens and breathtaking
views. continue on your coastal journey to Los
Angeles, the “City of Angels.” Drive along Sunset
Boulevard and Beverly Hills to your elegant hotel
with one of Los Angeles’ most enviable locations.
Hotel: Sofitel LA. (B)
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Answer
1. What can you find along El Camino Real?
2. Where is Malibu located?
3. What can you admire at the Getty Centre?
4. What are famous streets of Los Angeles?
5. Who lives in Bel Air?
6. What can you see in front of the Chinese theatre?
7. Where is the Academy Awards Ceremony held?
8. Where can you learn about movie making?
9. What films were shot at the Universal Studios?
10. Why is San Diego an ideal holiday resort all year round?
11. What does the sightseeing tour of San Diego include?
12. What airport does the group leave from?
Day 8 - L.A. & Hollywood Sightseeing
In the morning cruise along palm-lined streets of
Beverly Hills and Bel Air aboard special minibuses,
past movie stars’ mansions, while enjoying
entertaining stories from your guide about celebrities
past and present. hunt for the homes of your favourite
movie stars. Homes may include those owned by Phil
Collins, Nicholas Cage, Keanu Reeves, Barbra
Streisand, Madonna, and more. You’ll also see former
estates of such legends as Marilyn Monroe, Lucille
Ball, Judy Garland, and Humphrey Bogart. Pass by
the well-known Playboy Mansion, cruise Sunset Strip,
and drive along the famed Rodeo Drive. In Hollywood,
enjoy more classic sights, spot the Hollywood Sign,
view Grauman’s Chinese Theatre, where nearly 200
movie stars have left their hand and foot prints, and
stroll along the Hollywood Walk of Fame.
Experience the glitz and glam of Hollywood on a private
tour of the Kodak Theatre, home to the Academy
Awards ceremony. This afternoon, enter the world of
real movie making at the world’s largest working movie
studio, UNIVERSAL STUDIOS®. Go behind-the-scenes
onto the back lot, and catch an inside glimpse of films
currently in production. See the sets of Stephen
Spielberg’s War of the Worlds, as well as Jurassic Park
and Psycho. There’s something for everyone at
Universal Studios.
Day 9 - L.A.- San Diego
Today arrive in the city of San Diego known for its ideal
climate, 70 miles of pristine beaches, and world-class
attractions which make it possible for visitors to have a
pleasant stay no matter what the season. (B)
Upon arrival join a local guide for a comprehensive tour including downtown,
the Gaslamp Quarter, Balboa Park, Coronado Island and Old Town San
Diego. The afternoon is yours to experience San Diego at your leisure,
perhaps visit San Diego Zoo, SeaWorld, or enjoy an optional excursion to
Tijuana, Mexico. Tonight, join your fellow travellers for dinner at one of San
Diego’s best known architectural landmarks. Tom Ham’s Lighthouse was
built incorporating an actual functioning lighthouse, known as Beacon #9,
into the design. While dining, you’ll enjoy vistas of San Diego Bay and San
Diego skyline. (B,D)
Day 10 - Depart Los Angeles.
As your California vacation comes to an end, a complimentary transfer to Los
Angeles International Airport is provided.
Price: $2,100
96
The price includes
• Full Breakfasts, 1 Hotel Dinner plus 3 Highlight
Dinners in San Francisco, Napa Valley and
Monterey
• In-depth sightseeing tours of San Francisco
and Los Angeles
• Orientation tours of Carmel, Monterey, Santa
Barbara, Santa Monica and Beverly Hills
• Airport arrival and departure transfers on the
first and last day of your tour
• Escorted by a professional Tour Director maximum group size of 40 people
• Luxury air -conditioned coach with extra
legroom and restroom facilities
• First-class hotels with all service charges,
taxes and porterage
Tour highlights
• See Union Square, the cable cars, Pacific
Heights and Golden Gate Park in San
Francisco
• Wander around historic Sonoma and explore
the beautiful Spanish Sonoma Plaza
• Experience the natural beauty and wildlife of
Yosemite National Park
• Visit picturesque Carmel-by-the-Sea and
browse the shops on Ocean Avenue
• Take the scenic 17-Mile-Drive past Pebble
Beach Golf Course and fabulous mansions
• Drive down Santa Barbara’s State Street, view
the Court House and Stearns Wharf
• Travel along beautiful Santa Monica Bay past
Malibu and celebrities’ beachfront homes
• In Santa Monica, stroll along the popular
Third Street Promenade
• Drive along Sunset Boulevard, see the
Hollywood Walk of Fame & Grauman’s
Chinese Theatre
Accommodation on the tour
San Francisco: Omni San Francisco
Sonoma: The Lodge at Sonoma, a Renaissance
Resort & Spa
Yosemite: Yosemite Lodge at the Falls
Monetery: Monterey Marriott
Santa Barbara: Hotel Mar Monte
Los Angeles: Sofitel LA
San Diego: Sheraton Suites
Answer
1. Is the tour on a FB basis?
2. What is the maximum number of people allowed in the group?
3. What are the main features of the coach?
4. Are hotel taxis and porterage included?
5. Why is there a summary of the principal highlights of the tour at
the end of the itinerary?
Speaking
3.
Read the letter that Anne wrote to her friend to describe her tour on the west coast of California. Report
about her tour to the class:
Dear Chris,
I’m almost at the end of this unforgettable tour on the west coast of the United States. The first place of our
itinerary was San Francisco, which was where we landed, in northern California.
The city has some picturesque cable cars going up and down its steep hills. I took a picture of Alcatraz, the old
high security prison, from the top of one of these roads. We visited the typical village of Sausalito full of fishing
boats, fish restaurants and colourful houseboats.
It’s a town for artists. On coming back we passed over the Golden Gate bridge and didn’t have to pay any toll
because we were car pooling, there were four of us in the car.
They don’t charge you any toll in the rush hour if there are four people in your car.
The next city we saw was Los Angeles. Did you know that it is about 200 km long?
It’s huge and full of fly-overs and bypasses, multi lane roads and it’s easy to get lost. It is surrounded by many
long sandy beaches, like Santa Barbara. We saw the beach where they filmed Baywatch. We also went to
Disneyland, the Universal Studios and a guide took
us to see the houses of the cinema stars. Most of the
Answer
celebrities here live in Bel Air but their houses are
1. What are San Francisco’s hills like?
surrounded by impenetrable walls and high hedges.
2. What was Alcatraz in the past?
The last place we saw in California was san Diego,
3. What can you see in Sausalito?
the city of sun, sand and sea.
4. Who lives in Sausalito?
We saw the Zoo, which is one of the largest in the
5. Why didn’t they pay any toll at the Golden Gate Bridge?
world. San Diego is on the border with Mexico,
6. What does car pooling mean?
so we went there on foot for a day and of course life
7. How large is Los Angeles?
there is totally different.
8. Is it easy to drive in LA?
We are sad now because we are at the end of our
9. Where did they film Baywatch?
holiday and we’ll have to come back to Europe in a
10. Is it easy to see houses of celebrities in Bel Air?
few days.
11. Where is San Diego located?
Take care,
12. Why did they walk to Mexico?
Anne
97
SKILL 4: PRESENT A TOUR IN CHINA AND TIBET
Speaking
5.
As a travel agent present the following tour in China and Tibet.
Reading
TYPE 1 TOUR:
CULTURAL CHINA AND TIBET PRICE $ 4,500
Day 1: (Sun.) Board your flight.
Day 2: Arrive in Beijing, China. (Mon.) Welcome to China’s capital city. Hotel
rooms are available for immediate check-in.
Day 3: Beijing. (Tue.) Your full-day sightseeing starts with a visit to the
FORBIDDEN CITY and its IMPERIAL PALACE, once the home of China’s great
emperors. Nearby is 100-acre TIAN’ANMEN SQUARE, the largest public
square in the world. Enjoy lunch in a local restaurant and continue to the
former SUMMER PALACE, a complex of pavilions, temples, and galleries set
among beautifully landscaped grounds. Then continue with the 15th century
masterpiece of the Temple of HEAVEN where emperors used to pray for good
crops. This evening, meet your traveling companions at a special Chinese
WELCOME DINNER hosted by your Tour Director, featuring delectable
Peking Roasted Duck. (B,L,D)
Day 4: Beijing. (Wed.) The soul-stirring GREAT WALL OF CHINA once
stretched like a dragon 4,000 miles across China’s barren northern terrain
from the Bohai Sea to the Gobi Desert. Head north to a village where the
Great Wall is well preserved and walk along the
wall to enjoy sweeping vistas of this mammoth
fortress.
Then visit a CLOISONNE WORKSHOP where you
will see local artisans use the techniques of this
ancient art form to turn pieces of copper into
colorful decorative items.
After lunch in a local restaurant, take a leisurely
walk down the SACRED WAY of the Ming Tombs
and marvel at the impressive hand-carved stone
statues. Tonight, experience local culture at the
PEKING OPERA, including a behind-the-scenes
look at the colorful make-up being applied to the
performers. (B,L,D)
Day 5: Beijing–Xi’an. (Thu.) This morning, enjoy
a rickshaw ride through one of Beijing’s
HUTONGS, the city’s ancient alleys. During this
visit, you’re welcomed into the courtyard of a
family’s home, a daycare center, and a retirement
community to experience life in this historic
neighborhood. Fly to Xi’an, the eastern end of the
silk road, where you spend the next two nights.
This evening, enjoy “The Tang Dynasty” DINNER
SHOW, featuring a colorful assemblage of
classical performances. (B,D)
Day 6: Xi’an. (Fri.) One of the largest and
wealthiest cities in the world when China
dominated the silk trade, Xi’an today is an
Answer
1. Where does the tour start?
2. What are Beijing’s landmarks?
3. Why is the Great Wall of China defined as a mammoth
fortress?
4. What can you see in the cloisonné workshop?
5. What artistic treasures can you see along the sacred.
Way of the Ming Tombs?
6. What are Hutongs and how can you visit them?
7. How can you get a glimpse of the local life?
8. Where is Xian located?
98
archaeological treasure-trove. Sightseeing begins
with a visit to the nearby DAYAN PAGODA, also
called the big Wild Goose Pagoda, built in 652
A.D. it contains a large volume of Buddhist
sculptures, inspired from India by a local monk.
Then learn to write like a local during a traditional
Chinese CALLIGRAPHY CLASS. During lunch,
enjoy a NOODLE-MAKING DEMONSTRATION by
a master chef and learn how Chinese noodles are
made by hand. In 1974, the enormous tomb of
China’s first emperor, Qin Shi Huangdi, was
accidentally discovered by local farmers. Marvel
at the legion of TERRACOTTA WARRIORS that
has been guarding the burial site for 2,000 years.
Marvel at Quin Emperor’s army of over 6,000
superbly crafted terracotta sculptures of warriors
and horses. (B,L,D)
Day 7: Xi’an–Lhasa, Tibet. (Sat.) This morning,
visit Xi’an’s South Gate; you may even see some
locals practicing their morning Tai Chi. Visit a
LACQUER WORKSHOP before flying to the holy
city of Lhasa, the capital of the mystical Buddhist
kingdom of Tibet. The balance of the day is free to
rest and adjust to the 14,000-foot altitude. (B,L,D)
Day 8: Lhasa. (Sun.) This morning, after a city tour,
visit the imposing POTALA PALACE, once the center
of the Tibetan government and the former winter
residence of the Dalai Lama. Also visit one of Tibet’s
oldest shrines, JOKHANG TEMPLE, and then spend
time in the local BAZAAR. This afternoon, visit the
SUMMER PALACE and a typical Tibetan monastery.
(B,L,D)
Day 9: Lhasa. (Mon.) Today, take a special trip to a
Tibetan home , including lunch, a visit to the
Drepung Temple (the largest in Tibet), and a
Tibetan Hospital to learn of traditional
medicine and therapy. (B,L,D)
Answer
1. What does the Wild Goose Pagoda contain?
2. What special classes do they propose?
3. How were the terracotta warriors discovered?
4. Why is Lhasa a holy city?
5. How high is Lhasa?
6. What did Potala Palace use to be?
7. How can you learn about the local lifestyle?
8. Where can you see pandas?
9. How long does the river cruise last?
10. What can you admire during the cruise?
11. What shore excursions do they foresee?
Day 10: Lhasa – Chongqing, China
(Embarkation)–Yangtze River Cruise. (Tue.) Fly
to Chongqing, China’s capital during World
War II. The city is high on a hill overlooking the
Jialing and Yangtze Rivers. Visit a local zoo to
see pandas before boarding the Victoria Anna
for a 3-night CRUISE through the breathtaking
Three Gorges of the Yangtze. (B,D)
Day 11: Wanxian or Shibaozhai or Fengdu.
(Wed.) Depending on river conditions, one of
the following shore excursions will be offered:
Wanxian, “Gateway to Eastern Szechuan Province,” where you will see an
acrobatic show, market, and possibly a school; Shibaozhai, with its 400-yearold, 12-story red wooden pagoda perched high on a cliff side; or Fengdu,
where you’ll visit Snow Jade Caves. (B,L,D)
Day 12: Shennong Stream or Daning River. (Thu.) Head downstream
through the first and second of the three gorges – Qutang Gorge, the shortest
but most dramatic gorge, and Wu, known for its quiet beauty and forestcovered mountains. You can almost touch the perpendicular walls rising from
the riverbanks as your captain negotiates this narrow gap. After lunch,
disembark for a BOAT EXCURSION down either the Daning River or
Shennong Stream, depending on conditions. Continue sailing through Xiling
Gorge and the Three Gorges ship locks. (B,L,D)
Day 13: the Three Gorges Dam Site (Disembarkation) – Shanghai. (Fri.) View
tiny villages clinging to hillsides as you proceed toward Yang Jia Wang.
This morning, visit the Three Gorges Dam site, where the Chinese progress
toward building the largest dam of its kind in the world. After lunch, say
farewell to your ship’s crew in Yichang and transfer to the airport
for your flight to Shanghai, China’s most
populous city and center of trade and
industry. (B,L)
Day 14: Shanghai. (Sat.) Full day of
sightseeing. Stroll along the Bund, the
city’s riverfront boulevard lined with
historic buildings, housing, banks, and
trade houses. You’ll visit the SHANGHAI
MUSEUM and experience the YU YUAN
GARDENS. Enjoy lunch in a local
restaurant, then visit a SILK FACTORY and
the CHILDREN’S PALACE, one of China’s
famous kindergartens. This evening, your
Tour Director hosts a special FAREWELL
DINNER followed by a spectacular
ACROBATIC SHOW. (B,L,D)
Day 15: Shanghai–Hong Kong. (Sun.)
Today, fly to exciting Hong Kong. (B)
Day 16: Hong Kong. (Mon.) This morning‘s sightseeing begins with a cable
car ride up to Victoria Peak for panoramic vistas of this one-of-a-kind port
city. Continue to Repulse Bay, a popular beach area, then to the Aberdeen
fishing village where you will enjoy a SAMPAN RIDE on the harbor. Next stop
is STANLEY MARKET, a narrow street jammed with stalls offering clothing,
arts, and crafts. Tonight, consider an optional sunset cruise on Hong Kong’s
magnificent harbor. (B)
Day 17: Hong Kong. (Tue.) Take advantage of a full free day to explore this
exciting city. You may wish to join one of our optional excursions to view the
giant Buddha on the island of Lantau or an excursion to learn about Hong
Kong‘s history before the British colonized the area. (B)
Answer
1. What are the Chinese buildings like near the three gorges?
2. What is Shanghai famous for?
3. What are the highlights of the visit to Shanghai?
4. Where in Hong Kong can you enjoy a panoramic view?
5. What can you buy at Stanley market?
6. What optional excursions do they suggest in Hong Kong?
99
100
Day 18: (Wed.) Your homebound flight arrives the same day. (B)
Experience the rich history of China and Tibet on this 15-day river cruise
vacation. Arrive in Beijing to visit the Forbidden City and its Imperial Palace,
the Great Wall, and other cultural treasures. Next, travel to Xi’an to see the
Terracotta Warriors and the Dayan Pagoda. Next, your journey takes you
high in the Himalayas to the capital city of Lhasa, Tibet. During your stay in
this Buddhist land, learn about typical Tibetan life and visit holy sites. Then
travel to Chongqing to embark on your 3-night river cruise aboard the
Victoria Anna. This magical cruise offers breathtaking views of natural
landscapes – as well as a visit to the modern engineering marvel at the Three
Gorges Dam Site – as you sail through this spectacular region. Disembark in
Yichang and travel on to Shanghai. Visits to the Shanghai Museum, the Yu
Yuan Gardens, and the Children’s Palace round out your unforgettable
vacation.
13 American breakfasts (B), 10 lunches (L), 11 dinners (D), including a welcome
dinner in Beijing.
Tour highlights
• BEIJING Sightseeing with Local Guide; visit the Forbidden City, Imperial Palace,
Tian’anmen Square, Summer Palace; Peking Duck welcome dinner; visit the Great
Wall, cloisonne workshop, and Sacred Way of the Ming Tombs; Peking Opera;
Hutongs tour by rickshaw.
• XI’AN Enjoy “The Tang Dynasty” dinner show; sightseeing with Local Guide; visit the
Dayan Pagoda and terra-cotta warriors; calligraphy class, lacquer workshop, and
noodle-making demonstration.
• LHASA Sightseeing with Local Guide, visit the Potala, Summer Palaces, Jokhang
Temple, a local bazaar, a Tibetan’s home, Drepung Temple, and the Tibetan Hospital.
• CHONGQING Visit a local zoo; begin your Yangtze cruise aboard the Victoria Anna.
• WANXIAN / SHIBAOZHAI / FENGDU View a wooden pagoda, an acrobatic show, or
statues at numerous temples on Mingshan Hill
• SHENNONG STREAM OR DANING RIVER Enjoy a boat excursion down one of the
lesser gorges of the Yangtze.
• THREE GORGES DAM SITE Sightseeing of the impressive dam site with a Local
Guide.
• SHANGHAI Sightseeing with Local Guide; visit the Shanghai Museum, Yu Yuan
Gardens, a silk factory, the Children’s Palace; stroll along the Bund; attend an
acrobatic show.
• ALL INTRA-TOUR FLIGHTS
Accommodation: BEIJING Westin Beijing (D)
XI’AN Shangri-la Golden
Flower (SF)
LHASA Lhasa Hotel (MF)
VICTORIA CRUISES
Victoria Anna
SHANGHAI Westin
Shanghai (D)
Vocabulary
3.
101
3. Mexican people wear hats called ……………… and
they are used to having a ……………….. in the
Where are these customs perfomed?
Estonia, Morocco, Finland, Greece,
Spain, Greenland, Jordan, Japan
middle of the day. The main ingredients of their
dishes are …………….
4. The Japanese are used to ………………. as a form of
greeting. They take their meals while sitting on the
1. In ……………….. you must leave your shoes at the
door and they will give you a pair of visitor’s slippers.
2. In …………….…… when you are a guest you must
………………. around a table with crossed legs. Their
staple food is rice, which they eat with …………….
from a bowl.
drink from the same cup as your host.
3. In ……………….… it is considered to be good
manners to burp at the end of your meal as a sign
you have enjoyed the food.
4. In ………………………… on 6th January priests throw
crosses into a lake, the sea or a river. The first person
who reaches it will be blessed with a year of good
fortune.
Festivals can be of various types: patriotic,
religious, cultural, food, wine, beer, romantic,
military etc. When people celebrate festivals
they usually dance, dress up, parade, arrange
fireworks, eat and drink special food or fast.
5. In the village of San Fermin in …………….……
people wearing big white shirts line the narrow
streets while angry bulls rampage past.
6. In …………………… you can relax in a sauna in
steaming temperatures and afterwards dive into a
Speaking
6.
freezing lake or jump into the snow.
7. In ………………… people rub their noses together as
a form of greeting.
8. In …………………… people bow when they greet
each other.
Here are some examples of festivals or
festivities. Can you match them to the different
categories (religious, patriotic etc.) and specify
how people celebrate them?
Easter, Christmas, New Year’s eve, Thanksgiving,
Independence Day, May Day, Cannes Film Festival,
Halloween, Shrove Tuesday, the Chinese New Year,
Rio’s Carnival, Ramadan, Guy Fawkes’ Day
Speaking
Vocabulary
4.
7.
Now discuss these customs with your desk
mate using the following expressions:
It’s customary ………………………………………….......
It is part of their tradition ………………………………...
People normally …………………………………………....
Vocabulary
5.
Ways to celebrate a festivity. Fill in with one of
the following nouns:
Fast, Lent, fly-kiting, Mayday parades,
fireworks, costumes, shaking
1. They organised …………….. during the Carnival
festival in Viareggio, where people wore elaborate
Fill in with one of the following words:
………………
Bowing, garlands, flamenco, straw, floor, paella,
bull fights, hats, sombreros, beans,
siesta, chopsticks.
2. After the wedding they organised some …………….
1. In Hawaii they put …………… of flowers round the
4. Christian priests recommend not eating meat during
neck of new arrivals to the island. Hawaiian girls
dress in ………….skirts and dance the hula hula.
2. Spanish people are used to watching ……………….
In the arena. Spectators throw their …………..… into
the ring to cheer the bull-fighter. The traditional
Spanish dish is …………………… while the national
dance is …………………….., which is accompanied
by the guitar.
with flares and loud noises
3. Do people in Italy still …………… during Lent?
…………...
5. In Greece it is customary for families to go
……………. on the first day of Lent
6. In the western world people greet each other by
…………… hands.
7. On ……………. people pick flowers in the country,
thus celebrating the beginning of spring.
102
SKILL 1: HOW TO DESCRIBE CELEBRATIONS AROUND THE
WORLD
Reading
THE PALIO IN SIENA
Glossary
,
horse race (corsa di cavalli)
takes place (happens),
shell (conchiglia),
track (pista),
),
flag-waving (sbandieratori
),
etti
ned
blessed (be
contest (competition),
bareback (without saddle),
jockey (fantino),
turns (bend),
whips (fruste)
Siena is an architectural jewel in the Italian region of Tuscany. In
Siena they commemorate the days of their independence on 2nd July
and 16 th August with the horse race called palio, where teams
dressed up in medieval costumes compete against one another as
they did in the past. The event takes place in the main shell-shaped
square, called Piazza del Campo, which is surrounded by medieval
walls and gates and which is always crowded for the race. Tourists
go there four hours before to find a place with a good view of the
track. The event goes back a long time to the 12th century. Citizens
are very proud of it and often describe it as the heart and soul of
Siena. The day before the race spectacular flag-waving, feasts and
parades take place. On the day of the race each horse is taken to a different church to be
blessed. Then a procession with the presentation of the symbols of the contrade or districts
opens the race. Out of the 17 contrade only 10 can take part in the contest. The ten jockeys
wear their contrada’s 15th century costumes. They have to race the square three times, riding
the horse bareback and be the first to cross the finish line. Even if the jockey falls the horse
can win the race. Some fall, as they ride very fast especially in the turns. The race is in fact
quite dangerous because one of the turns is right-angled and some jockeys or horses have
broken their legs here or even died in the past. Jockeys are allowed to beat their horses or
other jockeys with their whips. The winner gets a palio, which is a silk banner. At the end of
the race the people of the winning contrada carry the palio happily through the streets and
celebrate with a special dinner in their honour. Parades continue all through the following day.
Vocabulary
and ………………… are dressed in the ……………….
8.
and arms of the Contrade. Banners of the contrade are
Read the text about the Palio of Siena and fill in
the text with the missing word.
Rider, before, early, square, jockey, from, part,
behind, race, winner, finish, winning, around, banner,
16, ten, twice, by, July, horse, takes, line, colours,
three, patron, Medieval, race, before, across, race.
sold before the race. The event ………………….. place
in Piazza del Campo. The horses must go ………………
…………… the square ……………… times.
Six trial races are run………………… the event.
The devout residents of each contrada ask the blessing
of their ………………… saint so that their horse and
The Palio in Siena is a horse ………………. held
……………… may be protected. A spectacular pageant
……………… each year on………………….. 2 July and
of flag-wavers in ………………………………. costumes
16th August ………………… in Siena, in which the
precedes the ……………………. Spectators, who arrive
……………………
……………….. in the day, fill the …………………….. to
……………….. and rider represent one of the seventeen
capacity. Onlookers must stand ……………………. the
Contrade, or city wards. Only ………………. of them
padded crash barriers for their safety. Just
can take …………….. each time. A magnificent pageant
…………………… the beginning of the festivities the
precedes the race, which attracts visitors and
police seals the entrances. Some landlords of the
spectators ……………… around the world. Both horse
buildings overlooking the piazza sometimes rent places
to tourists. An explosive charge echoing .....................
.……………………… the piazza signals the beginning of
11.
the………………. The ……………………. is the horse
that crosses the finish ………………… with its head
ornament intact. The rider doesn’t necessarily need to
………………... The award for the ……………………
contrada is a ……………………. of painted silk. There
are sometimes outbreaks of violence between partisans
Find information about Venice Carnival on
the net or in catalogues. Write a short
presentation for a brochure about VENICE
CARNIVAL IN ITALY. Start like this:
People dress up in rich and exquisite costumes and
wear masks.
12.
of the various contrade. The losers, those who arrive
PATRA CARNIVAL IN GREECE fill in with the
missing words.
Broadcast, in, held, everybody, similar,
to, are, very, in, over
second, are usually ridiculed …………………………. the
winner.
103
It is very ………………… to the carnival organised
……………..…… Rio. It is ………………….. in February
……………..… the town of Patra. People spend months
………………..……… prepare costumes and it is a ……
……………………… popular festivity when ………
………………… joins the feast. Celebrations………
………………. televised and …………….. live all ………
…………………… Greece.
9.
THE FIESTA IN CARTAGENA SPAIN: fill in with
the right word.
Was, carry, music, long, by, city, when, they, wear
Cartagena is a coastal ………………. in the southeast of
Spain. During their week-……………….. fiesta people
stage mock battles of the time ………………… their
town ………………… Conquered ……………..… both
the Carthaginians and the Romans.
They …………………… long white robes and …………
…………………… gold swords and shields.
……………….. hold open-air parties and play flamenco
as well as modern dance ………………….
10.
13.
OKTOBERFEST IN GERMANY A BEER
FESTIVAL: fill in with the right word.
Drink, of, in, every, wear, beer, have, in
It is a ……………………… festival held ………………….
Munich, Bavaria, a region …………………………. the
south ………………. Germany. People………………..
traditional German clothes and …………………. beer.
The festivity takes place …………………… October in
Munich. People ……………….. a good time.
WINE FESTIVALS IN GREECE: fill in with the
missing words.
Tourist, plenty, held, drink, dance
They are ……………………… in summer months in
……………….. of Greek towns. People …………………..
wine and …………………. traditional dances. They are
of course a huge …………………… attraction.
14.
Pick one of the following festivals and
research information about it. You can also
choose a local event worth visiting. Prepare a
brochure about it.
A cheese festival in Holland / Edinburgh’s Fringe
festival / The rose festival in Portland, US / Berlin’s film
festival / Cannes’ film festival / The Tea Ceremony / The
Chinese lunar year / Rio’s Carnival / Royal Ascot
104
Reading
CONTROVERSIAL BULLFIGHTING
Bullfighting is a traditional show you can see
in Spain, Portugal, southern cities of France
and in Latin American countries. It usually
takes place in a bull ring or arena.
Torero costumes are inspired by 18th century
Andalusian clothing. The bulls enter through
a long running pen and the matador works
the bull with a cape.
Sometimes a Picador (lancer) enters the
arena on horseback. To protect the horse
from the bull’s horns, the horse wears a
protective padding. The picador stabs the
bull’s neck. Then three banderillos (flagmen)
try to plant two razor sharp barbed sticks on
the bull’s flanks, which weakens the bull
further. This also spurs the bull to make more
ferocious charges. In the final part the
matador re-enters the ring alone with a small
red cape and a sword. It is a legend that red
makes the bull more furious. As a matter of fact
bulls are colour blind. They choose red only
because it disguises blood stains better.
Matadors
execute
formal
moves
and
manoeuvres at close range. When the bull
charges through the cape the crowd cheers
saying olé. Matadors sometimes turn their back
on the bull to display their mastery over the
animal. They finally kill the bull with a single
well-placed sword thrust, stabbing it between
the shoulder blades and through the aorta or heart. Two stabs are considered less
skilful. If the matador has performed exceptionally well, he will be given a standing ovation by
the crowd, which throw hats and roses into the arena to show appreciation.
Bullfighting generates heated controversy. Some say that it is a cultural tradition, they say it is
an expression of artistic impression and command, a demonstration of style, technique and
courage. The bull is not seen as a victim but as a worthy adversary.
Animal rights groups state it is a bloody sport, base and barbarous, as the bull suffers during
the fight. On the other hand goring is common. The end can be fatal. A bull can catch the
matador in the back and lifts him in the air leaving the gored man lying face down in the
trampled mud. During the Franco dictatorship bullfights were supported by the state as
something truly Spanish. With the transition to democracy Socialist governments opposed
bullfighting and prohibited it to children under 14. Such events are not broadcast on national
TV, but only on regional TV networks. The king, Juan Carlos, sometimes presides over a
bullfight from his royal box as part of his official duties.
Speaking
15.
Answer the following questions:
1. Where can you still see bullfighting?
2. Where does bullfighting take place?
3. What sort of costumes do toreros wear?
4. How do Picadors enter the arena?
5. What protects the horses?
6. What part of the bull should the picador aim at?
7. Where do the flagmen place the barbed sticks?
8. Is it true that the colour red makes the bull angrier?
9. When does the crowd cheer?
10. How can the matador display his skills?
11. How does the crowd support the matador?
12. What arguments are used in favour of bullfighting?
13. Who is against it and why?
14. Is bullfighting broadcast nationwide?
105
Reading
THE CORSA DEI CERI IN GUBBIO
Gubbio patron saint is St. Hubald. He is celebrated every
year with one of Italy’s most famous and traditional events.
On 15 th May, eve of St. Hubald’s day, an amazing
traditional race going back to pagan times, is organized.
The Ceri are huge wooden pillars (candles) that are
usually kept in the Basilica of St. Hubald at the top of the
hill. Each one of them weighs around 400 kilograms.
Statues of St Hubald, St George and St. Anthony are
placed at the top of each cero and strong
townspeople carry these sturdy pillars on their
shoulders on a race through the historic lanes
of the town and up the steep hillside of Mount
Ingino as far as the basilica. As the Ceraioli
dash through the streets thrilled crowds of
shouting onlookers cheer them on. The Ceri
of Gubbio have now become the official
symbol of the Umbria region.
At the tourist information office
Role-playing
16.
Act out the following phone call.
Student A: you work at the Toruist Office in Gubbio and you must give information about the event of the race of the
candles.
Student B: you are an English tourist and you call the tourist information office in Gubbio to enquire about the candle
race held there.
Reading
UMBRIA JAZZ
This festival started in 1973 and today it can be
considered one of the major jazz events in
Europe. The most famous names in jazz
panorama come here regularly in July. It is held
in the historical centre of Perugia, in its old
squares, palaces and gardens and it lasts 10
days. Perugia has thus become an important
venue for thousands of youngsters from all over
Europe and the States who are fans of jazz.
Teachers from Boston’s well-known School of
Music hold their famous clinics here, which are two-week seminars to improve your jazz
performances.
Role-playing
17.
A tourist calls your tourist office to enquire about the Jazz Festival in Perugia. Provide information. Act
out the dialogue with your deskmate.
Enquire about the length of the festival, where the performances are held, whether the artists are professionals or
amateurs, what the clinics are and who they are meant for, where the teachers come from.
106
Reading
THE CAVALCATA SARDA
This event takes place in Sassari, in Sardinia on the last-butone Sunday in May. It has been performed since the 1700s
but it was only in 1950 that it became a regular event. It
consists of a parade of more than 3000 people in amazing
traditional costumes: you can admire Sunday best clothes,
everyday clothes, those of the rich and of the poor, fishermen
and shepherds, costumes worn by housewives and those of
widows. At the beginning and at the end of this parade there is
a show with horseback riders. Dancing and singing accompany
the procession. In the evening folk groups from all over
Sardinia gather in the main square for a popular show. You
can taste local delicacies everywhere in town and you will
receive a warm and friendly welcome by the local people.
Glossary
last-but-one (penultimo),
shepherds (pastori),
gather (si radunano)
delicacies (cibi speciali)
Role-playing
18.
Following the guidelines of the events mentioned above collect information about a local event run in
your area and write a short leaflet explaining when and where it takes place, what is organised, why it
attracts visitors. Include photos and drawings. Report to the class.
107
SKILL 2: HOW TO GIVE INFORMATION
ABOUT FESTIVALS AND EVENTS
Vocabulary
19.
Read the following dialogues and underline the expressions you can use to give information and to
enquire.
1 – Glasgow Tourist Office.
Can I help you?
Stephenson’s rocket.
– Well it will be the replica of
the original actually, but
they will also have the
possibility of seeing other
great locomotives and the
latest rail technology.
There will also be a vintage
fair, theatre performances
and live music.
– Hello. I’d like to enquire
about the International
Piping Festival
– Yes, it is scheduled from 7th
to 15th August.
– Where does the Festival
take place?
– In Glasgow town centre.
– Great, plenty of
entertainment then.
– What about
accommodation?
– Will you be coming by car?
– You have to book well
ahead to make sure you
can find a room in a hotel
or bed and breakfast. Shall
I send you a list with the
accommodation options?
– No, because I don’t think
parking will be easy. We
were thinking of reaching
York by train, actually.
– Yes, please. My name is
……………………………
2 – York’s Tourist office.
Can I help you?
– Hello, I’m calling because
I’d like to get some
information about the
Railfest.
– Yes, it will be held in York
from 29 May.
– Where exactly will
it take place?
– It will be on a special site
next to the National
Railway Museum.
– How long will it last?
– 9 days. It will also
offer the chance to have
rides behind their
record-breaking engine
“City of Truro”
– My children will be thrilled.
They are looking
forward to seeing
– That’s the best thing you
could do. Traffic can be
very congested then.
Definitely you’d better use
public transportation. Shall
I let you have some hotel
brochures?
– I would be interested in
bed and breakfast.
– Sure. Can you give me
your address?
– My name is
………………………………
Writing and Role-playing
20.
After reading the dialogues above, write similar dialogues using the information about a local event;
then act out the dialogues in front of the class. Start like this:
– Good afternoon. Could you please give me some information on what takes place in ……………………. for
………………..…? At my hotel they have told me something but …………………. more details.
108
SKILL 3: HOW TO WRITE A BROCHURE
ABOUT A VENETIAN FESTIVAL
Writing
21.
THE BEST KNOWN VENETIAN FESTIVALS: use the following information as a starting point and
gather information about one of the following festivals held in Venice. Then write a brochure. Include
the following items:
CARNIVAL WEEK
It usually starts ten days before Ash Wednesday in February. People organise
costumed balls and private parties, fireworks, historical parades with mimes and
players, masked processions.
DAY OF THE REDEEMER
It is held the night of the third Saturday of July. People sing and dance in the streets
and Venetians have dinner on brightly-lit boats. At the end there are wonderful
fireworks displays.
– name of the event
– description of the festivity
(races, costumes, stalls, timetable…)
– period of the event
– accommodation possibilities
– what to buy
– what to eat
HISTORICAL REGATTA
A typical Venetian tradition occurring on the first Sunday of September.
INTERNATIONAL FILM FESTIVAL
It is organised at the Lido at the end of August.
BIENNALE
A major exhibition of contemporary art held in the period between June and September every two years.
SKILL 4: HOW TO WRITE A BROCHURE
ABOUT A SLOW FOOD FESTIVAL
Writing
22.
Use the following guidelines to prepare a brochure about a local slow food festival. You can take
inspiration from the text and add new ideas
Today's story is about a food festival called 'Tasting
………………'. We meet some of the locals, some wellknown chefs and a cinema / theatre / sports star, who
are all there to enjoy the food and wine. The real star of
the festival is the food. The world's most respected
food and wine writers, critics and hosts of TV cooking
shows have been invited, each with the power to
influence millions of readers with the stroke of a pen.
They are here for a 10-day food and wine festival called
'Tasting …………….', which is the brainchild of veteran
gourmet ………………………….
Major organic food producers are here to show off
good food and good drinks, to entertain people. Visitors
can get a flavour of the food, a flavour of the beer and a
flavour of the wine, but also they get to meet the
producers.
The food festival supports what's known as slow food, a
movement that rebels against the trend toward fast food
eaten in a hurry and instead celebrates the considered
production, cooking and consumption of food. This slow
food culture emphasises sharing the food, creating an
environment around a dinner table for people to
exchange thoughts, ideas. It’s a very exciting process
it's really the antithesis to fast food but it's about
keeping tradition, it's about not letting the local producer
die because of globalisation and mass production.
Glossary: slow food = fresh food that is carefully
cooked, stroke of pen: just by writing,
brainchild = original idea,
veteran gourmet = experienced food enthusiast,
show off = display with pride,
antithesis = opposite,
globalisation = here, food processed by big
international companies
109
SKILL 5: HOW TO ENQUIRE ABOUT FESTIVALS AND EVENTS
Speaking
23.
Read the following enquiry and answer the questions.
Then write tre reply to the enquiry.
1. Who is the sender?
2. Who is the addressee?
8, Birch Avenue
3. Why does Ms Brown write?
Sutton
4. What are her requests?
Surrey
5. How long is she planning to stay in Venice?
SM 3 2 EL
6. What is she going to do in Vicenza?
Engalnd
APT Manager Via Dei Cedri,9 Venice
Dear Sir,
I found your address in the magazine Festival and Events, to which I have just subscribed.
As I have often heard about Venice’s Carnival I would like to spend three days in your town and
then another week travelling to Vicenza to see the Palladian Villas.
Would you be so kind as to send me some brochures and material about the Carnival and the
calender of events so that I can get a better idea of what it is like?
Would it be possibile to have literature about the Palladian villas and the region of Veneto as well?
Considering that I am planning to stay 3 days in Venice and one week in Vicenza could you let me
have brochures of 2-3 star hotels in the area?
I intend to land in Venice’s airport. I would be grateful to you if you let me know about bus/train
connections to Vicenza.
I look forward to hearing from you at your earliest convenience.
Yours sincerely,
Jane Brown
Writing
24.
Write a letter of enquiry following the guidelines.
Mr Gilbert Gilchrist would like to spend one week in Viareggio during the Carnival and enquires with the local APT,
whose address he found in a travel magazine, whether they can help him book a four-bedded room with private
bathroom in a two-star hotel for himself and his family. He is going to stay there during the Carnival week. He would
like to know the prices and payment terms for half-board accommodation.
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The classical period in ancient Greece
Ancient Greeks produced temples for their gods, vase paintings representing daily life and battles and
amazing sculptures. Bronze, wood, ivory and clay statues can be seen in the Louvre in Paris or in the
British Museum in London for example. Men and women are represented with young, strong and
athletic bodies, often naked because they gave importance to gymnastics competitions and battles.
Vases in various sizes and shapes were painted with linear motifs, like spirals, leaves and diamonds
or with simplified figures with tiny waists and long muscular legs, presented frontal or seen in profile.
COLUMNS, COLUMNS, COLUMNS…
When we talk about columns we mean a pillar that supports a roof or a beam, or is purely
decorative. Its lower part is called a base while its upper portion is called a capital. In the late 1500’s
in the Classical Order of Architecture the Renaissance architect Vignola classified Greek columns
and distinguished between Doric, Ionic and Corinthian columns.
Doric (the earliest style): very plain and small capital, bulky, heavy or thick shaft. The soaring
columns of the Parthenon are Doric (447-438 BC). Very frequent in mainland Greece and in
southern Italy
Ionic: plain, simple capital with two rounded spirals (volutes) which look like a rolled scroll, slender
and more elegant shaft. Very common in eastern Greece and in the islands
Corinthian (the latest style): the capital is highly decorated, with curling, leaflike, ornate carvings.
The Temple of the Olympian Zeus in Athens shows Corinthian-style columns. Very common in
Roman temples in the Roman Empire.
The plainer the column the earlier the structure. The more ornate in design, the later it is.
THE MIDDLES AGES (10th-14th centuries)
The prevailing architectural styles of this period are the ROMANESQUE and the GOTHIC.
CONTENT POINT 2
The Romanesque
THE ROMANESQUE (11th and early 12th centuries)
1. It is the style of European architecture featuring both Roman and Byzantine elements
2. it belongs to the period between the Roman and the Gothic styles.
3. massive walls and thick-walled structures
4. cross vaults with heavy round arches and clear beam ceilings
5. simple ornamentation, with dark interiors and simple, balanced lines
6. thick piers instead of columns
7. plain rose windows on the simple stone or marble facades, flat pilasters and blind arcades
8. blind arcades on the outside
9. raised choir over a sunken crypt
10. frescoes and mosaics
NORMAN (c. 1066-1190)
The style is characterized by power and mass. Its archways are semi-circular and its doorways and
windows deeply recessed. Its walls are thick, its pillars are massive and its vaulting (if used at all) is heavy.
EARLY ENGLISH (c. 1190-1300)
The first of the three Gothic periods of English cathedral architecture, Early English (also known as
Pointed or Lancet) is a transitional style wherein the heavy Norman arches gave way to pointed
arches in nave arcades, doorways and windows. The classic example of Early English architecture is
the cathedral at Salisbury, built entirely in this style, since it took only about 38 years from beginning
to dedication. Other examples of this graceful style are at York (transepts), Worcester (choir),
Durham (Chapel of the Nine Altars), Westminster Abbey.
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CONTENT POINT 3
The Gothic (late 12
th
- 14th centuries)
1. originated in northern France and then developed throughout Europe
2. tall slender vertical pillars
3. vaulted and pointed arches giving an upward thrust
4. vertical lines giving the church an elegant and slender structure
5. long stained glass windows
6. cross vaults with pointed arches
7. highly decorated facades with sculptures, spire, pinnacles, rose windows
8. counterbalanced buttresses
9. elaborate altarpieces, crucifixes and fresco cycles, carved pulpits
10. Italian Civic buildings: Palazzo Vecchio in Florence, the Doges’ Palace in Venice, Palazzo
Pubblico in Siena
DECORATED GOTHIC (c. 1250-1380)
This Gothic style, more ornate than Early English, is featured by window tracery, stone mullions
(vertical stone shafts) which divide the windows and intricately carved foliated capitals and
doorways appearing. These divisions, or lights, are usually one to two feet wide. In the pointed arch
graceful patterns form tracery. Examples of the Decorated style of cathedral architecture are to be
found at York (nave, west front, chapter house), and in the chapter houses at Salisbury and Wells.
PERPENDICULAR GOTHIC (c. 1350-1550)
Termed "the architecture of vertical lines" the Perpendicular (or Rectilinear) Gothic style is the last of
the three periods of English cathedral design. The style is more richly-carved than in the Decorated
period. In the upper parts of the windows, however, the delicate tracery of the Decorated period
gave way to a more regular or grid-like pattern of rectilinear panels so as to accommodate the
stained-glass pictures of saints and Bible stories which were becoming popular at this time. Walls
were being carved to imitate the patterns in the windows for an even more ornamented look. Piers
and columns became taller and thinner and the vaulting became extremely complex.
Some breathtaking examples of this style can be seen in Gloucester (Lady Chapel), Winchester
(Bishop Fox's Chantry), Canterbury (nave), Westminster Abbey (Henry VII's Chapel), Chester (choir
stalls) and at Oxford (choir).
112
Vocabulary
7.
Match the Italian definitions to the English
correspondent.
9.
1. shallow-carved sculture; 2. light-shade;
3. religious residence for monks;
4. religious residence for nuns;
5. deep-carved sculpture;
6. hand illustrated book; 7. painting of objects;
8. group of artists working together;
9. artist’s plan; 10. wall-painting; 11. to depict;
1. Blind arcades; 2. Flat pilasters; 3. Porches;
4. Pointed arches; 5. Round arches;
6. Stained glass windows; 7. Rose windows;
8. Pinnacles; 9. Spires
8.
A.
pinnacoli; B.
C.
archi a sesto acuto o ogivali;
D.
guglie; E.
archi a tutto sesto;
F.
vetrate; G.
arcate cieche;
H.
lesene; I.
Match the synonym:
protiri;
rosoni
Find the English correspondent.
A.
chiaro scuro; B.
C.
monastery; D.
E.
fresco; F.
G.
convent; H.
to portray;
bas-relief
still life;
high-relief;
I.
illuminated manuscript;
J.
workshop; K.
design
1. Archi a tutto sesto
…………………………………..
2. Vetrate
…………………………………..
3. Rosone
…………………………………..
4. Arcate cieche
…………………………………..
5. Guglie
…………………………………..
6. Pinnacoli
…………………………………..
7. Lesene
…………………………………..
8. Campanile
…………………………………..
the vertical triangular part at the top of a building or
9. Tetto a due spioventi …………………………………..
a church from cornice or eaves to ridge between
10.
OUTSIDE A CHURCH. Match the words to
their definition:
A. main portal, B. gable, C. porch,
D. rose window, E. bell tower.
A high tower next to a church or standing alone
supporting or sheltering a bell at the top
grand and imposing entrance to a building
a large circular stained glass window in a church
two sloping sides of the roof
10. Portale
…………………………………..
11. Archi a tutto tondo
…………………………………..
covered area at the entrance of a building and
usually with a separate roof=
CONTENT POINT 4
The Tudor style
It flourished in England between the Gothic and the
Renaissance, during the first half of the 16th century,
under Henry VII, Henry VIII, Edward VI and Mary I.
Main features: bricks with half-timbered pinnacled
gables, mullioned windows with square heads with
four-centred type arched openings, bay windows, oriel
windows (projecting bay windows), multiple chimneys.
Architectural examples: King’s College Chapel at
Cambridge, St George’s Chapel at Windsor Castle,
Hampton Court Palace near London.
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CONTENT POINT 5
The Renaissance
The Renaissance is a long period spanning three centuries between medieval and modern times
beginning in the 14 th century in Italy, lasting into the 17 th century. Artists, scholars, scientists,
philosophers, architects, and rulers believed that the way to greatness and enlightenment was
through the study of the Golden Ages of the ancient Greeks and Romans. They rejected the more
recent, medieval past, which constituted the Gothic era. Instead of this, inspired by Humanism, they
looked to the literary and philosophical traditions, and the artistic and engineering achievements, of
Greco-Roman antiquity.
This humanistic revival of classical influence resulted in a flowering of the arts and literature and in
the beginnings of modern science.
It was a period or great creative activity, in which artists broke away from the restrictions of
Byzantine Art. Throughout the 15 th century, artists studied the natural world, perfecting their
understanding of such subjects as anatomy and perspective (Brunelleschi and Leon Battista Alberti
introduced the one-point perspective). Among the many great artists of this period were Paolo
Uccello, Sandro Botticelli, Domenico Ghirlandaio, and Piero della Francesca. During this period
there was a parallel advancement of Gothic Art centred in Germany and the Netherlands, known as
the Northern Renaissance.
EARLY RENAISSANCE (15th century-1400’s) flourished at the end of the Middle Ages, the focus is
on rationality (Brunelleschi’s Spedale degli Innocenti)
1. It started in Florence, Tuscany, at the time a powerful wool-trading city and the outstanding Medici
family.
2. A feeling of rebirth from the dark ages of intellectual decline that followed the brilliance of ancient
civilization.
3. A strong interest in the Greek and Roman antiquity and a revival of classical authors with a new
humanistic outlook that placed man and human achievement at the centre of all things.
4. Rich Italian merchants and political officials commissioned works of art to the local artists and
became patrons of the arts.
5. Rational style with lots of symmetrical lines, geometrical modules (square, circle, triangle) and the
discovery of the laws of perspective and three-dimensional space in painting as well as focus on
the human body and natural landscapes (Titian worked on contrast of light and colour; Leonardo
da Vinci developed chiaroscuro; Piero della Francesca was keen on aerial views; Masaccio
created plastic figures; Sandro Botticelli and Domenico Ghirlandaio).
6. Flat surfaces with pure, elegant lines giving a building a static style.
7. Uniform use of light.
8. Donatello’s sculpture (1386-1466). He sculpted the nude David in bronze, the first nude sculpture
in Europe since Roman times.
9. Brunelleschi measured ancient buildings in Rome to
understand the harmony of classical proportions and
introduced classical architectural elements like the
columned arcade.
HIGH RENAISSANCE (16th century- 1500’s) the peak of
the artistic revolution of the Early Renaissance
(Bramante’s circular tempietto at San Pietro di Montorio)
focus on sensibility.
1. It flourished in Florence, Venice, Milan and Rome, the
papal state with a strong emphasis on nature and
mythology and a humanistic revival of classical art,
literature and architecture. It developed into neoclassical style.
114
2. Classical volumes, unity of composition and more refined paintings (the three greatest artists of the
period, the mighty Florentines, Leonardo da Vinci, Raphael, Michelangelo Buonarroti perfected the
use of perspective, presented people and landscapes in a more lively and natural way).
3. Domes: Brunelleschi (1337-1446) was the most famous Florentine architect of the period. His
greatest achievement was the octagonal ribbed dome of the Florence cathedral.
4. Centrally planned churches with lots of columns.
5. Michelangelo’s David is another nude study.
6. Other great artists of the period were Giovanni Bellini, Giorgione and Titian.
CONTENT POINT 6
The Baroque
BAROQUE (17 th century-mid 18 th century)associated with the period of the
Catholic Counter-Reformation (Santa Croce’s church in Lecce)
1. focus on imagination and the desire to evoke emotional states by appealing to
the senses often in a dramatic or flamboyant style
2. it was the period of the new scientific discoveries, of Newton, Galileo and
Copernicus
3. many examples in Rome, Lecce and Sicily
4. dramatic, theatrical grandeur and strained effects with bold, curving forms giving the idea of
movement, sensuous richness, drama, vitality, emotional exuberance
5. dramatic effects of light and strong light-shade contrasts
6. elaborate ornamentation and rich sculptural decorations
7. expressive dissonance and balance of different forms, asymmetric compositions
8. ornate exteriors and interiors: cupolas, squares, fountains
9. spectacular urban settings
10. in painting: Caravaggio with his dramatic realism, still-lifes and paintings of Roman ruins
11. Gian Lorenzo Bernini’s overpowering altarpiece, spiralling movement and oversize figures
creating a dramatic effect
Speaking
11.
Answer the following questions:
1. What are the different interests connected to the
various periods?
2. When did the early Renaissance, the High
Renaissance and the Baroque flourish?
CONTENT POINT 7
The Rococò
ROCOCÒ (early 18th century)
1. it originated in France
2. elegant and elaborate ornamentation
3. lots of scrolls, foliage and animal forms
4. lots of gilded and asymmetrical ornamentation
5. ornamental mirrors
6. small statues
7. ornate furniture
8. lots of reliefs
3. Where in Italy can we find the best examples of
Renaissance and Baroque architecture?
4. What was the focus of attention in the three periods?
5. How can you tell the three styles apart?
6. What’s the difference between Doric, Ionic and
Corinthian columns?
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CONTENT POINT 8
Neoclassical art
Developed after 1750 until early 1800’s under the influence of
the German art historian Johann Winckelmann and the
archaeological discoveries at Pompeii, Herculaneum and Athens.
Greek and Roman style revival
Logical and solemn forms: the Bank of England rotunda and the British Museum portico, the facades
for Regent Street in London designed by John Nash, the Royal pavilion in Brighton.
CONTENT POINT 9
Romantic painting
ROMANTIC PAINTING- late 18th-early 19th century
Search for the dramatic, the mysterious, the heroic, the original and the unconventional,
Stress on individuality, inner life, imagination; the artist is seen as an extremely creative person with
great sense of individuality for the first time (Blake, Caspar David Friedrich with his misty and foggy
landscapes, Turner with his evanescent light effects, Constable, famous for his rainbows, storm
cloud and rural landscapes).
Vocabulary
12.
Read the following account of York cathedral and underline the expressions you can use when
describing a church:
…Another fascinating sight is York Minster, the very large cathedral that was the religious centre of the city during
the Medieval days. The current cathedral, which was built in the 13th century (and expanded in the 15th), is built on
the remains of an older cathedral built in the 7th century. It is a beautiful, large cathedral, and when we were visiting
it, the choir was practicing, providing an ethereal backdrop for us.
There was an entrance fee of 5 pounds and for 2 pounds extra they gave us a badge that allowed us to take pictures.
We spent a lot of our time there exploring the nooks and crannies with our video camera.
Upon entering, we looked straight up and admired the sheer height of the ceilings. The stained glass is sublime as well.
The high gilt ceilings with richly coloured paintings and the brilliant stained glass windows were really enthralling.
We looked for the Five Sisters, five tall windows. We took a good look at the rose Window, which has been
renovated brilliantly since it was struck by lightning back in the 1980’s. There were lots of small chapels and fine
objects to look at. We looked around the Chapter house full of fun animals and faces, the Crypt underneath the
church and the very brave went up onto the Tower, not those scared of heights of course.
Speaking
13.
DESCRIBING A CHURCH: Select a church in your area, collect information about it and fill in the
following description with the missing information, then take some pictures and report to the clas.
1. The church/cathedral was built in ……………………..
2. It took ………………… years/centuries to construct it.
3. It was commissioned/ordered by…………………………..
4. The architect who planned it is …………………………. He is well-known/famous/anonymous/not renowned
5. The façade is featured by…………………………. (a porch, a rose window, stained glass windows, a portal with a
round/pointed arch, sculptures)
6. The sculptor who made the decorations is ………………..
7. The interior looks …………………….. light/dark. There are stained glass windows/rose windows.
8. There are ……………. aisles. the central nave is separated by the aisles by ………………. columns / pillars / piers.
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PHRASEOLOGY
CARDS
CARD 1: ENQUIRIES
1.
State the source of the address:
– I have found your address in the…brochure and I am interested in your…
– I was fascinated by your stand at the fair in…
– We found your address in the travel magazine…published in…
– I saw your hotel in the ….travel guide (on the ….web page)
– I got your address in the February issue of…
– I have seen your advertisement in…
– I have been informed (your hotel has been recommended to me) by a common acquaintance
about your hotel
– We were given your address by…
– I have read about your offer on…
– I was given your address by the ENIT (Ente Nazionale Italiano per il Turismo) in Chicago
– I found the name of your hotel in a brochure at the APT (the local Tourist Board) of Bologna
– I read (I saw) your advertisement in yesterday’s issue of…(in a travel magazine, in a guidebook)
– The name of your hotel was given to me by one of your regular customers
2.
Introduce yourself:
– We are a group of… Italian tourists who are organizing a two-week stay in northern (southernwestern-eastern)…
– I am….planning to stay on holiday in…from…. to…(for a period of… days)
– We are an elderly couple planning to spend three days touring your area. We are mainly
interested in staying on a farm in the hills
– I have always been attracted by…and I would love to take part in a cruise
– This autumn I am coming to your town with my husband and three children aged 4 and 8 for
the festival Football match.
– I would like to stay at your hotel, which an acquaintance has warmly recommended
– I am very fond of skiing (sailing, sightseeing) and I would like to spend one week (to take a
two-week train trip around Europe) in the Alps (at the seaside) this winter (summer)
– As we intend to use the train we would like to receive information about suitable family tickets
for travelling round…(region-country). As we have three children aged from… to… we would
like to know about children reductions
– I have decided to spend one week in your town and then another week touring around in the region
– I would like to come to your country for a couple of weeks (for a month’s holiday-on business)
– I am planning a visit to…
– I am going to come to… for a touring holiday at Easter
3.
State reason for writing:
request
brochures for
regions:
– As a consequence brochures about your region (the coast, the area, the resort) would be
useful
– Kindly let us have your terms as well as your latest brochures featuring details on facilities and
services (on skiing and après-ski facilities)
request
brochures or
information
about means
of transport:
– I would be grateful if you could send us detailed information about train and coach services,
special offers and reductions, timetables and fares
– As we are planning a coach tour to your country, I would be grateful if you could kindly let us
have detailed information about coach services
– Would you please send me information about return flights, both scheduled and charter
from… to…as we are planning a long weekend at the end of June
– As I intend to fly could your end me details about the nearest airport and transfer facilities?
– Please let us know if there are special group ratings for travelling by train over a period of 15 days
– I would like to know (I am writing to check) whether you could accommodate us in your hotel
on a bed and breakfast basis (if you have a double room for the first weekend of…)
PHRASEOLOGY CARDS
117
– I would like (I would be pleased- I would be glad) to receive (if you sent me) brochures of
request
recommended hotels quoting the cost of half board accommodation and possibly a map
brochures for
indicating skiing facilities and the nearest airport to Asiago and the train-bus connection
hotels or
–
kindly
let me have a list of farmhouses in the surrounding area of…with tariffs and types of
availability of
accommodation
as well as brochures with tips on sightseeing in your region
accommodation:
– Could you kindly let me have your best quotation (your best terms and conditions) for half
board accommodation?
request
– Since you are one of the leading travel agencies in…, we would like to ask you if you could
information
suggest different package tours to… in summer (winter) for a party of… people. The tour
should last 6 days and it should cost about … rack price. Please include transfer,
about package
an English-speaking courier escorting the group and half-board accommodation
tours:
4.
Request information:
– Would you be so kind as to send me literature / brochures / catalogues / as well as printed
material about your establishment- hotel. Bed and breakfast the resort together with your
current tariffs
– I would be grateful if you could send me addresses of inexpensive hotels…
– We would prefer double rooms-triple bedded rooms-single rooms with ensuite-private
bathroom-on full-board. Half-board
– Bed and breakfast accommodation
– I would be pleased to learn more about your tariffs
– I wonder if you could send me some printed material about…
– We would be pleased if you sent us…
– Please let us have details about the rates and services you provide
– Would you kindly quote your rates for full board accommodation including services and
taxes?
5.
Ask for a reply:
– I thank you in advance for your kindness-cooperation-for your early reply
– I would be grateful for an early reply so as to be able to plan our holidays well in advance well ahead of high season - in good time being the summer period a busy one
– I look forward to hearing from you at your earliest convenience
– Your early reply would be greatly appreciated
CARD 2: REPLIES TO ENQUIRIES / OFFERS
Functions:
1.
Thank for the enquiry:
– Thank you for your letter dated…z
– Many thanks for your mail of 11th June asking us information about our hotel for your planned
stay in … (town) during the Christmas period
– Further to your letter dated…
– Further to your request I have great pleasure in enclosing our… catalogue-brochure
– We have received your enquiry dated… and we thank you for it
– We are pleased to hear you are planning a visit to… (town) in the near future
– We were pleased to read that you chose Merano for your winter holidays
2.
(For hotels) Describe your business:
– as you can see we are members of the… Tourist Board
Describe hotel location:
– the hotel is a favoured one among business and foreign travellers because of its proximity to
the …motorway (station-airport-town centre)
– the hotel is only… km from…, a town famous for…. (the charm and beauty of its cobbled
streets and squares, its unique walls surrounding the city, its attractive landmarks)
– we are located in a residential area
– right in the heart of…
– in the town centre with the airport being a mere 15 minutes’ drive away
118
– we are conveniently located near the railway station-the airport-the coach station
– we are ideally situated in an area close to a wealth of tourist attractions such as…(our location
is an ideal base to visit the region and its beauties)
– we are located within easy reach (by road or rail) of …
– our cottages are set in an ideal position amid rolling hills covered with vineyards and olive
groves (on the slopes of a green and peaceful valley)
– from here you may easily reach the National Park
Describe hotel facilities, interior decoration, services:
– ours is a lovely hotel smartly decorated with period (rustic) furniture. It dates back to the …
century. We have tried to preserve the original building as much as possible
– our hotel has been completely renovated and it now offers superior quality services at very
reasonable prices
– our hotel is modern and endowed with cutting-edge technology, fitness and beauty centre
– we have a very good restaurant offering excellent cuisine
– most rooms have ensuite bathroom-cable TV
– direct dial telephone
– tea and coffee making facilities
– children- babies-pets are welcome
– as you can see from the enclosed leaflets the eco-farms have been converted from old stables
and farmhouses and have the features and charm of …century building
– each unit-flat is equipped with linen and blankets
– excellent produce can be bought on the farm
– the swimming - pool - tennis courts - golf course - volleyball pitch can be used by our guests
any time they wish so
State tariffs / how to make a reservation:
– no deposit is required to make a reservation
– tariffs for our rooms including services and taxes vary from… to… per person in a double room
– our cottage prices range from… to… per week, depending on their sizes
– our tariffs, inclusive of bed, breakfast and evening meal, are as follows…(price) in double room
with bathroom
– the cost of twin bedded rooms and single rooms are respectively…
– a charge of…% will be added for service and taxes
– the rates quoted are inclusive of service charge, VAT and a full English breakfast/should you
decide to visit us, would you please let us have your data and the departure-arrival dates as
soon as possible, forwarding a deposit of…which will be placed to the credit of your account
– to make a reservation we require a deposit equivalent to the first night of accommodation
– to book a room you can call us on… or you can email us at…
(For Tourist Boards or Tourist Offices) underline the attractions of
a region:
– our area is at its best in springtime- in the months if….
– a stop in… (town) is certainly a must
– you can’t miss…
– a visit to…. (town or museum) is worthwhile
– our area is convenient for…
– here you can find plenty of accommodation in farmhouses and villas
– from here you can easily visit…
– to have a general idea of the … (town-region-area) and its atmosphere you need to stay at
least one week
– you should include the following cities-beaches-spas-lakes-countryside resorts in your tour
– the weather in this season is mild-warm enough for swimming and sunbathing-ideal for
touring/ going on day trips to… keeping … (town) as a basis for its convenient location
(For tour operators) describe offer of tours or holidays and
payment terms:
– Our three-day tours include…. (transfer, 4-star hotels, meals and the courier for the whole trip).
Their rack price is….
PHRASEOLOGY CARDS
119
– our payment terms are as follows: 10 % of the total amount when the booking is made and the
balance a fortnight before the arrival of the group
– our short breaks (leisure breaks) feature bed and breakfast (half board, full-board, all inclusive)
accommodation, visits to… - a choice of over 30 typical restaurants or fine pubs where to
enjoy the local cuisine
– prices start from just £ $ €…per person
– our refreshing breaks offer the highest standards of service, accommodation and cuisine
– we offer students the opportunity to improve their language by being accommodated in a
foreign family (by living in a college together with other international students under the
supervision of mother-tongue staff), we offer language tuition, touring possibilities and familycollege accommodation
– from trekking in the mountains to learning English in…, from birdwatching in…to sailing in…,
from art study tours to painting weeks or boating holidays, we can offer a wide choice of tailormade-customized tours
– our aim is to provide pleasant-first class accommodation (top quality service)
3.
Mention enclosures:
– We have pleasure in enclosing (we are pleased to enclose) herewith our brochure that we hope
you will find useful
– the brochure we enclose features… (region) and is more comprehensive than before
– our catalogue will show you a range of hotels to select from, from traditional country inns
through to more luxurious accommodation
– with prices ranging from as low as…per person you will find our rates hard to beat
– our choice of hotels offer great value for money
– we would be very pleased to host you here and we are enclosing our brochure and latest
catalogue showing you our establishment and the landmarks located nearby
– we are sending you brochures and leaflets giving you all kinds of information about…(details
about accommodation and sightseeing)
– please find here enclosed some offers by tour operators featuring day tours-excursions-hiking
possibilities-weekly stays
– you will find here enclosed our current brochures and tariffs as to your request
– we are sending you a copy of the latest… catalogue-travel guide with some brochures
about… and a map of the town. We hope you may find everything you need to arrange a
perfect holiday
– we are sending you under separate cover some illustrative material with all the information you
will require about train and coach services with the up-to-date timetable
– herewith enclosed you will find a brochure of hotels with price lists, a detailed map of the area
with the facilities available and a leaflet listing all the summer events
– herewith enclosed you will find the itineraries we suggest
– we are pleased to enclose a selection of literature about train and coach services together with
times and fares
4.
Refer to future business or express hope to welcome the guest soon or request
confirmation:
– We hope we may have the pleasure of welcoming you to our hotel in the near future
– we are sure the beauty of the … (area), the local attractions together with the… (mild-warm)
climate all year round will make a holiday here an unforgettable one
– as you can see our prices are highly competitive and we hope you will find our offer interesting
– we are at your disposal for any further enquiry: do not hesitate to refer to us (to contact us) for
any future queries (for any further information-for more material). We will be pleased to send
you anything you require
– should you wish to make a booking, please do not hesitate to contact us
– please let us have the dates you need as soon as possible. The rooming list should reach us at
least one week before the group arrives
– we hope to see you very soon at our hotel
– do call on us when you come here and we shall be pleased to help you in any way
– to take advantage of these … tours call our reservations staff on… (phone number)
– we hope that this material will be of use to you in planning your holiday (stay)
120
CARD 3: CIRCULARS
1.
Introduce yourself and the offer:
– For over (more than)… years we have been a leader in world wide holidays (we are a leading
specialist in operating tours to North America
– We have been acknowledged as the best-known name in travel - Italian holiday makers have
enjoyed the beauty of Asia with Oriental Tours more than with other tour operators
– Thanks to our long-standing experience and solid reputation we are second to none as to
short breaks in Europe; we are specialized in incoming programmes
– We have a high reputation for quality and unbeatable value for money and we have always
aimed at offering the best to our holiday-makers
– We are a recently-opened agency which specializes in… and we would like to offer you our
new selection of package tours catering for today’s discerning tourists:…
– Our institute was founded in… and is specialized in…(language teaching to foreigners). We
provide excellent… (language learning and teaching facilities, a wide choice of courses,
cultural tours round the city and to nearby places of interest, guided visits, family
accommodation)
– Another new season of skiing is approaching and holidays are close at hand. We are pleased
to enclose our latest 200…catalogue for winter holidays
– We are pleased to draw your attention to our tours, including visits to remarkable historic and
cultural sites
– Following your visit to our stand at the Fair in London we would like to offer you a selection of
tours in… and the surrounding area by which we hope to increase the flow of tourists to our
region
– Our chain of hotels has been praised for the dedication to the guests’ needs and attention to detail
2.
Give details about the offer:
Tours:
– For… (current year) we would like to present our gorgeous programme of escorted tours in
Asia. From the glaciers of Tibet to the desert of Rajasthan, from the snow-capped peaks of the
Himalayas to the pearl of Taj Mahal, from glittering Hong Kong to traditional China … (name of
tour operator) covers the length and the breadth of the Orient – and nobody can beat us
(nobody does it better)!
– In particular we would like to propose (we are pleased to present our latest spring programme,
draw your attention to, we are proud to offer) a different kind of holiday (cruise, action-packed
tour, our latest product-some of the best resorts) … specially tailored for… where trips to the
most important museums and places of historical interest are combined with visits to big
department stores and shopping malls. From vibrant … (name a city) to historic… (name
another town) and the nation’s capital… (name of capital city), with world-famous…. (name a
landmark), this tour will remain in your memory as something unique and unforgettable. In
addition to this tourists can enjoy the beautiful park (can sample the seaside in all its
glory)…where they can relax in a quiet scenic surrounding.
– Our … (year) programme provides all kinds of holidays for all tastes, mingling (blending) old
with new, quiet charm with exciting (effervescent-vibrant) nightlife, family activities and cultural
entertainment
– The tour will be effected all year round with departures on….
– Have a look at the many proposals in the brochure. Our tours now give real flexibility
– As you know all our resorts are renowned (famous, well-known) for their superb (excellentfirst-rate) snow facilities and for their unique charm (appeal).
– We have a wide choice of holiday villages
– We have selected only top class hotels in central… (town) with a deluxe season menu.
Connoisseurs will enjoy the sumptuous cuisine on offer at our restaurants
– Our coaches are comfortable, air-conditioned, with reclining seats
– We can provide qualified English-speaking guides
– Special attention will be given to evening entertainment
– Return flights, constant service of our tour managers and representatives, top-quality hotel
accommodation, air-conditioned coaches – all this can be yours at the unbeatable price of…
– On behalf of our association we would like to invite you to a familiarization tour of our city
PHRASEOLOGY CARDS
121
– As you know… (town) is a vibrant (pulsating, lively) city (an exciting holiday destination) as it
offers a wide choice of highlights to be visited (as it boasts a wide array of landmarks, shops,
attractions)
– The dates we suggest are…
– We have chosen our beach hotels very carefully so as to give you the best of…
– This package holiday is meant for art lovers (nature-lovers, sports-lovers, those who love
sunbathing and swimming, enjoy fun and food). Well-trained English-speaking guides will
accompany the tourists around the historic parts of the city
– Visits to old factories or to special landmarks can be arranged on site
– We have chosen the sites of our hotels in the best regions in…
– We invite to taste the magic flavour of …
– The courier will be given free accommodation for groups of more than 15 people
– Herewith enclosed you will find a leaflet featuring (giving, containing) details of the tour
– We are enclosing a detailed itinerary and some illustrative material about the tour
– So what are you waiting for? refer to the nearest travel agency and pamper yourself with one
of our extraordinary tours
– Wherever you decide to go on holiday (go on a tour/cruise/take a break) this year,… (name of
Tour Operator) has something for you and we have products to suit various tastes and
budgets. Besides you can trust (rely on) the expertise of our team (employees, personnel, staff)
from the moment you book your holiday through to the day you return.
– Our hotel is situated in one of the most picturesque centres in … (in the heart of an estate of
hotels-selfmore than… acres surrounded by chestnut trees, olive groves, vineyards, it is situated in one
catering
accommodation: of the most enchanting sites on the island less than… km from the charming town of…)
– The hotel offers the ideal location for both businessmen and visitors
– The hotel features a swimming-pool set in tropical surrounding, a sauna, and facilities for mud
baths and thermal showers
– We believe our hotel is ideal for staging conferences and conventions (its halls seat… people,
we also have minor partitioned rooms for meetings, we have an efficient secretarial and
hostess service, a simultaneous translation service in 3 languages, closed circuit television,
conference equipment) our holiday resorts offer first class facilities in superb surroundings: the
list of sports you can practice is endless
– The hotel features tasty cuisine
– Our excellently trained staff will take care of every possible need and solve any problem that
might arise
– Our resort entertainment team will ensure you enjoy your stay throughout
– Our rooms are equipped with modern comforts (amenities)
– All rooms have sea view (lake view)
– Our flat are equipped with all the necessary facilities and can accommodate from 2 to 6 people
– Rental fees include daily maid or cleaning service, bed linen are changed weekly, private
beach with deckchairs (sun beds) and sun umbrellas are reserved for you
– We are ready to grant you a 15% discount for the low season periods of October and November
– Herewith enclosed you will find an illustrated brochure outlining our centre, its facilities and
quoting rates and terms
– As you were a valued customer (visitor) of our hotel (chalet-cottage-bed and breakfast) last
year we are pleased to offer you a 15 % discount on holiday prices this year if you book
before… (date)
– Don’t delay as some cottages (chalets, suites…) are already fully booked on high season dates
– We are certain that our inclusive holidays will meet every need of even the most demanding
customers
3.
Refer to future contacts and business:
– We hope you will find this offer interesting (of interest/we hope you will treasure our invitation)
– We hope the above information is of interest to you (we hope we can count you among our
regular customers-our aficionados)
– Please do not hesitate (feel free) to contact us if you need any further information or if you
have any special requests
– Please write to us or call us if you require any further information
122
– We look forward to hearing from you at your earliest convenience
– Our dedicated and trained staff are always available (at disposal, on hand) to deal with any
enquiry you may have. So don’t hesitate to call us for a quotation
– If you can’t find your ideal choice in the brochure, we can provide tailor-made tours at some of
the best prices available
CARD 4: LETTERS OF BOOKING
1.
Refer to source of information:
– Further to (with reference to) your letter (fax, email, phone call) …
– Many thanks for your letter dated… (I was pleased to receive your mail dated…)
– I’m writing on behalf of a … Club about a 6-day visit to… during the Easter period
– Following our phone call, we ask you to book…
2.
Request for booking (specify arrival and departure dates):
Hotel bookings:
– Since (as) your hotel has the facilities we need (require) and is in a beautiful position with a view of
the mountain (overlooking the lake, the bay, the river, the seaside), please reserve for my family and
myself 2 double-bedded rooms with private bathrooms (with king-size beds, tub and shower, with a
balcony, on the top floor, on the ground floor, overlooking the garden) starting from… for … nights
– As the description of your hotel seems to meet our requirements we would like to book…
Group bookings:
– Have you any vacancies for 16 people from… to…?
– Our company needs to accommodate staff members coming to you city to organize an
exhibition. Could you please book…single rooms with private bathroom from… to… on a half
board basis and a convention room seating 40 people and 2 workshop rooms on 11th
November from 8 to 11 pm equipped with slide projector and DVD player?
– We need 1 suite, 5 twin-bedded rooms with bathroom and 2 single rooms. All the above
should have a private bathroom, TV, tea and coffee making facilities. We would appreciate
English breakfast and dinner on à la carte basis
– We accept your terms and would like to book the following rooms at the rates quoted:…
– We would like to know if you can accommodate a party of… people in your hotel (guest
house, bed and breakfast) from… to…
– We need…rooms English breakfast included
– The group will arrive on… in the late afternoon and will remain for 6 nights
– As agreed, children will pay half-rate; our courier, instead, will not be charged for
accommodation
– You will receive the rooming list a week before the group arrives
Flight bookings:
– Further to our phone call we would like to confirm our request for a business class (economy
class) reservation in the name of Mr… on BA flight BA688 from London Heathrow to New York JFK
– Departure time 6.40 on Thursday, November 6th. The ticket should be available for Mr… at the
BA check-in desk
Rental car bookings:
– Please book a rental car at the airport
– Could you please reserve a… (make of car) for the following period…?
Coach bookings:
– Would you please book a coach for a party of 50 people plus the group leader?
Show or tour bookings:
– We should be grateful if you could book 16 tickets for the musical show Mamma Mia on
Sunday 16th December
3.
Ask for confirmation and terms (refer to enclosed deposit):
– We await your confirmation (please let me have confirmation of my reservation- confirm my
booking) as soon as possible (at your earliest convenience) as we need to plan our journey in
good time and quote your half-board rates inclusive of tax and services (and send me your
prices for half board and terms of payment)
PHRASEOLOGY CARDS
123
– An early confirmation of our booking would be appreciated as we need to make arrangements
well in advance
– Please send us rates and terms of payment at your earliest convenience as we need to make
all the travel arrangements in good time
– The tourists will arrive at your hotel on…at midday (in the early/late morning, in the evening, in
the afternoon, at night) and they will leave on…
– Customers will pay you by vouchers, any extras should be charged separately
– We would also like to know if you can grant free accommodation to the courier (tour manager)
who will stay with the group
– We are sending you, herewith enclosed, a photocopy (a scan) of the bank draft no…. issued
by the Bank of…to cover the full cost of the first night’s accommodation for the group
– Payment will be settled directly by our customers
CARD 5: BOOKING CONFIRMATION-CANCELLATIONSCHANGES-NEGATIVE REPLIES TO BOOKINGS
Booking confirmation:
1. Acknowledge previous contacts with thanks:
– We acknowledge receipt of (we have received) your letter (mail) of…(date) and as a deposit
the bank draft (cheque) no… issued by the Bank of… for which we thank you very much
– Yesterday we received your booking and the deposit of 30% of the total amount
2. Confirm booking and tariffs:
– We confirm the rooms requested as follows: 2 suites…per day per room 1 double room… per
day English breakfast included
– We are pleased (we are in a position) to confirm your booking for a double bedroom with
private bathroom at the rate of… per person per day for 4 days starting on…
– We confirm availability of the rooms requested with the facilities you require
– Rates include service charges and continental breakfast as follows: suite …per day, twinbedded room with bathroom… per day; VAT not included
– For parties of more than 15 people we grant a 10% discount
– Herewith enclosed you will find the brochure of our hotel with prices and terms of payment
3. Request for payment:
– The prices quoted are full-board (half-board) inclusive of tax and services
– A deposit of… corresponding to the first night’s stay for 2 people should reach us a week
before your arrival
– Our terms of payment are 20% with booking and the rest of amount on tourist arrival
– Payment should be made by bank draft
– 30% of the total amount should reach us together with your booking confirmation. Please
send us your confirmation ASAP as the Christmas period is in great demand
4. Hope of welcoming the guests:
– We look forward to welcoming you and your family to our hotel
– Hoping to do further business with you, we are confident that your customers will be satisfied
with our services
Booking cancellations or changes:
1. Cancel booking (or change booking) and state reasons:
– Could you please cancel (we regret to cancel-much to our regret we have to cancel-we are
sorry to inform you that we must cancel, we are forced to cancel) the reservation of Mr… for a
… room from… to… at your hotel (cottage-youth hostel-farmhouse-chalet). Unfortunately
Mr…is not in a position (unable) to come to…because of (owing to, due to) a strike (an
accident, circumstances beyond his control, unforeseen circumstances, technical reasons)
– As agreed you may keep the deposit of $... as a cancellation fee
– Much to our regret we are compelled to postpone our arrival date (change our reservation)
owing to an air strike…
124
2. Apologize and express hope for future business:
– Please accept our apologies (we apologize for-we trust you will accept our apologies) for any
inconvenience the booking change (alteration) may have caused (given) you. We hope we can
do (we look forward to doing) future business together
Negative reply to booking:
1. Acknowledge previous contacts with thanks:
– See booking confirmation
2. State reasons for rejecting booking:
– We regret to inform you that our hotel is fully booked for the period requested as reservations
are always massive for the summer (winter, Carnival) period
– Because of (owing to, due to) a fire which has destroyed part of our hotel we are not in a
position to accept (we are forced to cancel) your group booking
3. Suggest alternative solutions:
– As an alternative we can suggest the … Hotel, which still has some vacancies (rooms
available) and is of a similar category. Herewith enclosed you can find a brochure of the hotel
with the price list
– Your deposit, which we have duly received and for which we thank you, will either be sent to
our sister hotel or returned to you in due course
4. Apologize and express hope for future contacts:
– We apologize for the inconvenience (for any inconvenience caused) and we look forward to
welcoming you to our hotel in the near future
– We hope we may be able to help you if you have any further requests
CARD 6: COMPLAINTS
1.
State purpose of the letter and problem:
Complaints about poor hotel accommodation:
– I want to complain about the accommodation I was given in your hotel from… to… Your
brochure stated large rooms with… (balcony, ensuite bathroom, fridge, air conditioning…)
while our rooms were… (small, not neat and tidy, poorly furnished, with no balcony, they did
not overlook the beach, the mountain, the lake, had no radio, no TV, no tea and coffee making
facilities, no ironing board)
– Apart from that the air conditioning in the rooms was not working properly (was out of orderout of use)
– The bathroom tap was leaking
– The room had no cot for the baby
– The room was not quiet enough as it was right above a discotheque
– Both the bedroom and the bathroom were noisy, cramped and dirty the food was of poor
quality (of low standard/tasteless/over spiced/disappointing) even though your catalogue
stated “excellent cuisine”
– The lift was out of order
– The service was slow (inefficient, not up to your usual standard)
– Moreover the staff was very rude and slow
– The receptionist was unhelpful when I complained
– The staff did not look after us properly/ the meeting room was not properly equipped
– The beauty centre (beach-hotel facilities) did not correspond to the description in the brochure
– I am sorry to have to complain about the facilities you failed to provide: I had booked a board
meeting room to welcome my prospective customers with broadband internet connection but
the room was not available on my arrival for overbooking and my suit had a slow internet
connection. You can imagine the negative effect this had on my business dealings
Complaints about tours:
– I have recently come back from one of your….tours.
I am upset by (dissatisfied with/disappointed with) the poor standard of the
organization (I have never come across such bad organisation)
PHRASEOLOGY CARDS
125
– Besides some visits during the tour were delayed
– My suitcase was lost at the hotel and it took one day to retrieve it
2.
Outline difficulties caused / negative effects / troubles:
– We were concerned to hear about what happened to our customers when they were hosted in
your hotel / When they arrived at your premises on …(date) The room which had been booked
for them was not available and so the receptionist sent them to the Hotel Belvedere, which is
of a lower category than your establishment and they were given a room without ensuite
bathroom
– Even if Christmas period is peak season in Florence and hotels are fully booked we think that
our reservation was made well in advance and you should have taken measures to avoid
overbooking
– As no other accommodation was available in the area, we had to stay in the hotel for the
period reserved, but our holidays were spoilt
– As you can imagine, this poor accommodation badly affected my work
3.
Request compensation or apologies (threats):
– I feel entitled to claim for a refund (we trust your travel agency/airline company/hotel will
consider giving us a refund)
– You should consider to give us an appropriate refund for the bad services provided
– I am writing to ask for a refund for the inconvenience I suffered
– We have always been satisfied with your services and we hope such inconveniences will not
arise in the future
– I feel the information in your brochure should be rectified to prevent the same thing from
happening again (if you want to keep the standards described in your brochure)
– We would appreciate an explanation
– I hope you will send apologies / excuses to our customers
– Unless I receive a satisfactory reply, I will certainly neither patronize your hotel in the future nor
recommend it to our customers (I can hardly recommend your hotel to our customers)
– For these reasons we cannot recommend your establishment to our customers
4.
Close the letter:
– I am sure you will understand (appreciate) our complaint and I look forward to your prompt
reply (to hearing from you as soon as possible)
– I hope you will understand how disappointed (dissatisfied) my customers felt
CARD 7: REPLIES TO COMPLAINTS
1.
Express regrets and apologies with a conciliatory statement:
– …(name of hotel-agency-tour operator) are always interested in hearing comments of our
guests-customers and we thank you for writing to us
– We appreciate your comments because in this way we can improve the standard of our hotel
– We have taken all your comments into due consideration
– I am very sorry to hear that you found the food (service-accommodation) of low standard
(of poor quality) (that you were dissatisfied with the standard of the accommodation-service etc)
– We understand your annoyance with the inconvenience
– We regret to hear about the inconvenience you suffered when you were accommodated in our hotel
– We were very sorry to receive your complaint about the accommodation at our hotel but we
thank you for writing to us
– We deeply apologize for all the problems you had during your stay in our motel
2.
Justify or motivate:
– much to our regret there was a misunderstanding
– our receptionist misunderstood your booking
– our secretary registered your reservation for the wrong day
– We were short of staff at the moment so it was not possible to give you the attention you
deserved
126
– Our rooms were fully booked and being the high season we had no other choice but send the
guests to a hotel of a similar category
– We apologize for the inconveniences you went through and we will make enquires about it
– Unfortunately we received your booking only shortly before your arrival in…, a period when
reservations are heavy
– We perfectly understand what happened with the floor staff and the room maid. As they do not
belong to our permanent staff they had not received a proper training about how to behave
with guests
3.
Action taken:
– Concerning (regarding-as to-about) the refund you are asking for, I have talked to our hotel
manager and we are enclosing a voucher of £-$-€ …you may use at our chain hotels (on our
tours-on any package tour) any time you wish so in the following year
– Furthermore we sincerely regret the inefficient service you received during your stay and we
can assure you that those responsible have been reprimanded (we have had a word with them
to assure that such inconveniences will not happen again in the future-will not be repeated)
– Herewith enclosed you will find a photocopy of the bank draft no… issued by the bank of… as
a partial refund
– I am enclosing a photocopy of an international money order I did as a partial refund because I
understand your holiday was completely ruined
4.
Expression of good will:
– As a sign of our concern we are pleased to offer you a return visit to our hotel for any weekend
between… and… for 50 % of the usual rate
– We hope you will accept our apologies and appreciate our offer and that we may count you
as our guest-customer in the future
– We apologize again and look forward to a future visit (we look forward to the opportunity to
welcome you at any time)
– We can assure you that such things will not happen again in the future
– We hope you will reconsider proposing our hotel to your customers
– We hope you will accept our apologies and look forward to welcoming you again
– We can assure you that such inconveniences will not happen again in the future and that our
cooperation will continue with mutual satisfaction

module 5 ∙ unit 4

Transcript

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