Text book daniel

PAIItWOR_K FILES

File 1, unit 1, page 8 • The restaurant is part of a group but the other
thematic restaurants- an Italian and an Indian
1 France 3 China 5 Italy restaurant- are closed at the moment.
2 the USA 4 Spain 6 the UK
• Remember to ask for the caller's details: name and
File 2, unit 1, page 10 phone number.

The Great USA Quiz answers: Booking 2
You would like to book 15 seats for the Australian
1 a Canada Open in Melbourne this January for some clients of
2 c $3,500 your company.
3 b 16 nights
4 c Times Square, New York • Phone to reserve your seats and ask if there is a
5 c 37 million discount for group bookings- it isn't possible to
6 The Grand Canyon in Arizona book more than seven tickets online.
7 vacation- holiday, cab- taxi, elevator- lift,
• Check the ticket prices- nothing too expensive-
restroom -toilet and if the booking fee is included.
8 a the fourth Thursday in November
• Be prepared to spell your name and give a credit
File 3, unit 1, page 12 card number, your phone number and your email
address.
1 Dates
File 5, unit 1, page 15
Use ordinal numbers, e.g. first, second, third, fourth,
fifth, sixth for dates. STUDENT A
You are a travel consultant at CSAM Travel. Mark
In American English, say the month first, then the date. phones you to confirm his booking details. Ask
about these details and take notes during your
10/12120 = October twelfth 2020 conversation so that you can give him the total cost
12110120 = December tenth 2020 at the end.

In British English, say the date first, then the month. 1 Mark's travel dates.
2 The following are included in the price of the
12110120 = the twelfth of October 2020
10112120 = the tenth of December 2020 packages:
• Aeromexico return flights, departing from Mexico
In writing, it isn't necessary to write the ordinal number
but it can make dates clearer. City, arriving in Lima or Cusco

26 January 2020 ..j 26th January 2020 ..j • internal flights to the Amazon for jungle tours

2 Times • English-speaking guides, all transfers, entrance
tickets, accommodation and meals (breakfast and
Either use o'clock, (a) quarter, half with past and to. dinner)

it's eight o'clock, five past eight, (a) quarter past eight, 3 The Inca Trail trekking tours are all with a guide:
twenty past eight, half past eight, twenty to nine, (a) • Peru Special: three days, challenging physical
quarter to nine, etc. difficulty, Level 3, large group

Or say the times as numbers. • 39 km in total; trekkers carry their own tents,
food, luggage, etc.
it's nine (a.m.lp.m.), nine fifteen, nine twenty, nine
thirty, nine thirty-five, nine forty-five, nine fifty-five, etc. • Inca Wonders: five days, moderate physical
difficulty, Level 2, small group
File 4, unit 1, page 13
• 39 km in total; porters can carry tents, food and
............. ...................... ............................................................. equipment if necessary

STUDENT A 4 Optional tours are not included in the
Booking 1 package. Calculate the extra cost of these. No
You are the head waiter at a top hotel restaurant in accommodation is included in optional tours.
Ottawa, Canada. Think of a name for the restaurant.
5 Confirm the type of package and the total cost of
• Answer the phone and take the details for a any customized package.
booking. There are two sittings (8 p .m. and 10 p.m.).

File 6, unit 2, page 23 File 8, unit 3, page 29

STUDENT A .... ...... ... .......... .... .
You are Bruno Rossi. Look at his profile again in
Exercise 2 on page 23 and read the information STUDENT A
below.
1 Phone the Edinburgh TIC to find out about bike hire
1 You are a candidate for the job of Assistant Cruise in the city. You want to hire bicycles for you and your
Director. Prepare for your interview. Think of some young family for a few hours on Monday or Tuesday.
questions to ask the interviewer. Ask about prices and get the telephone number to
make the booking.
Bruno Rossi
2 You work at the Edinburgh TIC. Look at this
a Languages: Italian, English and some Spanish. You information and answer Student B's questions.
are studying French at the moment and want to
learn Chinese as it's an important new market for Our Dynamic Earth
Mediterranean cruises.
Our Dynamic Earth takes you on a journey
b You like working with people and meeting and through our planet's past, present and future, with
helping guests of so many nationalities. You interact interactive exhibits and impressive technology,
well with people from different cultures. including a four-dimensional and three-dimensional
experience.
c You dislike the food on the cruise ship . it's terrible. Opening Times: 10 a.m. to 5.30 p.m.
If you become Assistant Cruise Director, you will Wednesday-Sunday (closed Monday and Tuesday)
sometimes eat with the guests. Last entry: one hour 30 minutes before closing
Tickets
d Your ideas for guest activities and entertainment: Adult: £11.50
more live shows with dancers, musicians and singers. Child (3-15 yrs): £7.50
People prefer that to discos. Do regular guest Under three years: free
surveys to find out what people like and don't like Student/Senior: £9.75
about the entertainment. 10% discount if you purchase online

2 Now you are the interviewer. Prepare to interview File 9, unit 9, page 81
the third candidate: Julie Ouinn. Look at her
profile again in Exercise 3 on page 23 and prepare ...................................... ...... ......................... ..
questions for the interview.
STUDENT 8
File 7, unit 4, page 37 You are a guest at the Hotel Miami. Ask to check
out and query these items on your folio that you
STUDENT A received this morning.

You are a tour guide. Plan a one-day tour of your Name of guest: Mr Barry Smith
local area. Explain to a representative of UNESCO
why you think one of the historic buildings should Total of nights: two nights at US $60 per night
be a World Heritage site.
• Include five interesting facts about the area. Room type: standard single room

Invent them if necessary. Pre-paid: 50%
• Tell an interesting anecdote about the history
Balance due: US $60 for one night, plus these
of a building, or the people who once lived/
worked there. items
• Explain why you think your chosen building
should be a World Heritage site. Room service - one herbal tea, one cheese
• Be prepared to answer any questions during the
tour. sandwich (you are vegetarian)
When you have finished, swap roles and then
inform the class of your decision. Room fridge - no items taken (you are allergic to

nuts and don't drink juice)

Laundry- one shirt

Explain that you have lost your room key (it's

probably in the pool). Your room number is 313.

You are a frequent business traveller and have

enjoyed your stay at the hotel.

File 10, unit 3, page 29 File 12, unit 3, page 31

STUDENT B Visitor Survey report
You work at the Edinburgh TIC. Look at the
information about bike hire and answer Student A's We asked 600 visitors during the months of July and
questions. August to complete this card to find out about their
level of satisfaction with the service and information
Bike Hire in Edinburgh provided . The results (in percentages) are g iven here:
Welcome by staff
Shop name: Pedal King Poor 5% Satisfactory 40% Good 50% Excellent 5%
Address: 84 Bridge Street, near Waverley train Knowledge of staff
station Poor 3% Satisfactory 22% Good 60% Excellent 15%
Opening times: six days a week (Tuesday-Sunday Speed of service
9 a.m. to 5 p.m.) Poor 0% Satisfactory 10% Good 70% Excellent 20%
Telephone: 0145 340 099 Leaflets and information
Adult and child b ikes for hire Poor 20% Satisfactory 25% Good 50% Excellent 5%
Prices: Adult's bike half day £10, full day £15. Shop and souvenirs on sale
Children's bike half day £6, full day £8. Poor 35% Satisfactory 40% Good 25% Excellent 0%
Displays
2 Phone t he Edinburgh TIC to find out about Our Poor 10% Satisfactory 35% Good 50% Excellent 5%
Dynamic Earth. Get the opening hours, and t icket
prices. You want to go on Monday. Comments and suggestions for improvement:
The results show that most visitors are happy with the
File 11, unit 2, page 23 speed of the service but typical comments were 'The
assistants were fast and knowledgeable but not very
STUDENT B friendly' and 'The assistant didn't say hello, goodbye
You are the interviewer. You are going to interview or smile during the conversation.'
Bruno Rossi for the job of Assistant Cruise Director. Some visitors were surprised that there were leaflets
in English and French but not in other languages,
Read Bruno's profile again in Exercise 2 on page 23 particularly Spanish. The shop received the worst
and prepare q uestions for the interview. results for satisfaction. Customers said that there is
2 N ow you are Julie Ouinn . Look at her profile again not a good variety of souvenirs and gifts, and most
in Exercise 3 on page 23 and read the information did not buy anything. Visitors also commented that
b e lo w. the displays are mainly posters that are not very
Julie Quinn interesting or interactive for children. They want more
a Languages: You learnt some Japanese as part of your multimedia displays.
degree. You can speak Spanish.
b You li ke being part of a team with th e other cruise File 13, unit 4, page 33
st aff- and all the beautiful destinations you can visit
for free! You are tour guides offering a two-hour tour in the
c You d isl ike it when the weather is very bad b ecause area where you live or work/study. Prepare your
you get seasick but the experienced staff tell you tour and include these points.
that gets better with tim e.
d Your ideas for guest activities and entertainment: • Name and type of tour, e .g . walking/ bus tour,
more activities fo r children and families. The market h istoric, cultural, gastronomic
is chang ing and m ore young families are choosing
cruise ship holidays. Also, organize port excursions • Describe the p laces of interest. What is t he main
especially for families, e.g. trips to zoos and theme attraction?
parks.
• Do you have specia list knowledge of the area? If
so, what?

• Does the tour include transport, a meal or
refreshments? If so, what and where?

• Price per person? Discounts?

Now work in groups. Present your tour to the
group. Persuade the visitors to go on your tour and
be prepared to answer any questions.

When you have finished, vote on the best tour in

your group. Why was it the most interesting?

File 141 unit 1I page 15 Student B: check-in 2
• You are a receptionist at the Victoria Hotel.
STUDENT B • Confirm that the guest's reservation is a junior
You are Mark. You would like to book a two-week
package in Peru. Your budget is now US $4,500 for suite for seven nights.
two people. You would like to do and see as much • Breakfast is not included in the reservation.
as possible. The travel consultant phones you to • Try to sell the guest the hotel's buffet dinner.
confirm the booking. Ask about these details and
take notes so that you can check the total cost at There is a 15% discount on the buffet dinner this
the end. week.
• The guest's room is on the fourteenth floor.
1 Confirm your travel dates: 16-30 August.
2 Ask if flights (from Mexico City), accommodation, File 17I unit 51 page 45

transfers, guides, entrance tickets, tours and all STUDENT A
meals are included in the package. Situation 1
3 Check details about the Inca Trail tour. How You are a receptionist at a five-star hotel. Some guest
long is it? You and your sister are experienced rooms need renovating. lt is the hotel's policy to offer
at walking and you'd prefer to go with a smaller these rooms at 75% discount until the renovation work
group, and without a guide. begins. Listen to the guest and try to deal w ith their
4 You prefer to do sand-boarding for two days with complaint.
one night in Huacachina. (Four hours is a long Situation 2
trip from Lima .) Ask if this is possible. You are returning from your hol iday abroad. Your flight
5 Check the total cost of the package. arrives at 11 p.m. You have a reservation for tonight at a
hotel near the airport beca use you don't want to drive
File 151 unit 41 page 37 200 km to your home tonight. Your flight is diverted to
another airport because of a storm and you don't arrive
STUDENT B at your hotel until 4 a. m . You could not ring the hotel
about your late arrival because you were on the plane.
You are a representative of UNESCO. You are You decide to complain to reception.
on a tour of your region for buildings that could
become World Heritage sites. Think of some File 181 unit 61 page 53
possible historic buildings.
• Listen to a tour guide's information about the You manage a fast food restaurant together. Decide
what type of fast food restaurant it is. Write a short
area. menu for your restaurant. Then change partners.
• Make a note of any interesting facts or Show your new partner your menu and roleplay
taking an order.
anecdotes about the place.
• Think of five or six questions to ask during the 1 Greet the customer.
2 Show the customer your menu.
tour. 3 Ask the customer if she/he wants to eat in or take
• Decide if you think it should be a World Heritage
away.
site. 4 Take the customer's order.
When you have finished, swap roles and then 5 Ask if your customer wants extra items, e.g. extra
inform the class of your decision.
fillings, salads, drinks, cakes.
File 161 unit 5 1 page 41 6 Tell your customer the cost and give the customer

STUDENT B her/his change.
Roleplay the check-in situations with Student A. Use Swap roles and roleplay being the customer.

the check-in stages 1-7 in Exercise 2 on page 40.

Student B: check-in 1
• You are a guest checking into the Petrovskaya

Hotel.
• Your name is Otabek Karimov.
• You reserved a single room for three nights.
• You have a heavy suitcase and need a porter to

help you.

File 19, unit 6, page 55 File 21, unit 7, page 63

STUDENT A ........................................................
You are the Event Manager at the Sella Centre,
a large hotel and conference centre. Phone the STUDENT B
Catering Manager about the catering for an event. Ask and answer questions to complete the missing
The details are: information.

• Client's name: Norton Travel Company • The Sahara Desert is the largest hot desert in the

• Date of the event: 13 February world. it covers 11 countries and there are sand
dunes as high as 180 m .
• Venue: the Picasso rooms
• The Red Sea Reef off the coasts of Egypt, Sudan and
• Number of guests: approx. 650 (to be confirmed)
Eritrea is 1,995 km long. There are more than 1,100
• Type of event: sit down
• Time of day: lunchtime species of fish here.
• Formal or informal: formal
• Choice of serving pieces: plates, glassware and silver • Mount Kilimanjaro in northern Tanzania is the

cut lery highest mountain in Africa at 5,895 m . The second
• Special requests: vegetarian meals (numbers to be
highest mountain, Mount Kenya, has three peaks
confirmed) over 6_ m.
• Price per head?
• The Serengeti plains are located in north Tanzania
and southwest Kenya. Some 7_ larger m am m al
species, including wildebeest, zebras and buffalo,
and about 8_ bird species are found here.

• Aldabra Atoll, a coral island in the shape of a ring in
the Indian Ocean, is 9_ km long and 10_ km wide .

File 20, unit 6, page 58 File 22, unit 8, page 68

STUDENT B STUDENT A
Exchange information with Student A to complete Ask and answer questions about London Heathrow
Katrina's sales data. airport to complete the table.

e .g . What's the menu price of the Australian fillet 1 number of airlines 1-
steak? operating at Heathrow
183 destinations in 90
*Menu item Cost Menu price Sold per 2 number of destinations
week Heathrow serves countries
1- 100
Australian $9.50
fillet steak $24 60 3 number of passengers on average 3_ per
2- $28.50 arriving and departing day
T-bone steak $10 $23 3-
$6 4 busiest terminal Terminal 5 with 26.3
Lamb ribs 4- (passenger numbers)
Grilled $5 million passengers
chicken 5- 100 5 number of international per year
breast 6- 15 passengers 5_ million per year
Katrina's $20.50
beef burger 6 total employment at 76,500 people
Heathrow Airport
Veggie
burger
(contains
nuts)

*All main courses are served with chips or baked
potatoes. Other vegetables can be ordered as side

dishes.

File 23, unit 8, page 73 File 26, unit 9, page 79

STUDENT B STUDENT A
1 You are a passenger at the check-in desk. Your
1 Ask Student B questions to complete the
suitcase is heavy because you bought a lot of clothes information about the Pera Palace Hotel.
and souvenirs on holiday, and you spent all your
money. Now you're going home happy at the end of e.g. When did the Pera Palace Hotel first open?
a great holiday.
2 You are a flight attendant. The flight today is very full Pera Palace Hotel, Istanbul
and it was delayed by two hours, so passengers are
more demanding than usual. There were no special Turkey's first Western hotel opened in 1_ _•
meals ordered for passengers in your section of the Designed in both Western and 2_ _ styles, its
cabin. refurbished suites today have antique furniture and
modern fittings including 3_ _ • Restoration took
File 24, unit 9, page 77
4_ _ years and cost 5_ _ (US $32.5 m). The
STUDENT A
You are the EHK. Ask the new housekeeper about hotel has elegant themed suites, such as the
what he/she has or hasn't done. Use the ideas in Agatha Christie suite and the Ataturk Museum
the box and some of your own. When you have Room. Celebrity guests include Kemal Ataturk,
finished, swap roles and repeat the task. Ernest Hemingway, 6_ _, Alfred Hitchcock and

e.g. A: Have you aired the pillows in the 7_ _, who wrote Murder on the Orient Express in
presidential suite yet? 8_ _ in 1934. Today you can still board the Venice

air the pillows Simplon 9__ at Sirkeci station for the Istanbul-
count the blankets in the wardrobes Venice journey. This is made only once a year.
have a coffee break mop the floors
put out clean towels remove any carpet stains 2 Read this information about the Peace Hotel and
answer Student B's questions.
take the dirty linen to the laundry
Peace Hotel, Shanghai
File 25, unit 5, page 45
Opened: 1929 as the Cathay Hotel
STUDENT B
Situation 1 Former owner: Victor Sassoon, lived on the 10th
You found a bargain offer on the internet for a floor
weekend in a famous five-star hotel at 75% discount Style: guestrooms have Art Deco furniture with
and booked it as an anniversary treat for your husband/ modern fittings, e.g. plasma stereo lY, a
wife. Unfortunately, when you get there you find the bath-side LCD screen, Blu-Ray DVD player, Wi-Fi
room is small, dark and shabby. The view from the and espresso machine
window is a car park and there are tiles missing from Additions: a presidential suite on the 1Oth floor, a
the bathroom wall. The breakfast buffet is not very new extension with an indoor pool and spa
appetizing. You decide to complain to reception. Restoration: three years (cost unknown)
Situation 2 Celebrity guests: Charlie Chaplin, Noel Coward,
You are the receptionist in a hotel near the airport. lt who wrote Private Lives while staying at the hotel,
is 4 a.m. lt is your hotel's policy to cancel any room Ernest Hemingway, Muhammad Ali and Bill Clinton
bookings if guests do not ring before midnight to say Special interest: the famous 'Nine Nations Suites';
that they will be late. lt is clearly stated on your website eight restaurants
and on the confirmation, and guests do not receive
refunds in these circumstances. Any guests who arrive
late can pay for another room at the walk-in rate, which
is more expensive than booking in advance. Listen to
the guest and try to deal with their complaint.

File 27, unit 8, page 68 File 29, unit 9, page 83
..... ..........................................................................................................
STUDENT B
Ask and answer questions about London Heathrow STUDENT A
airport to complete the table. You are Tracy from Cleaning on Wheels. Look at
your information and prepare what you will say.
1 number of airlines 86
• The hotel has many windows.
operating at Heathrow
• Some areas have stainless steel surfaces that are
2 number of 2- destinations in 90 difficult to clean but you know of a good solution
-it's a secret recipe of your grandmother's!
destinations Heathrow countries
• There are paint marks on furniture and carpets
serves but you use a very effective acid solvent.

3 number of passengers on average 190,100 per • Two of your workers are sick. If the hotel wants
arriving and departing day two teams, you need to find two employees at
short notice.
4 busiest terminal Terminal 5 with 4-
(passenger numbers) million passengers per • Your firm usually only works in New Hampshire.
year Say you have worked at the hotel as an HK
5 number of before and that you will supervise the cleaning.
64.7 million
internationa l • Your estimated cost is $2,220 ($384 x five, eight-
passengers hour shifts + $300 for cleaning materials). You
think the clean-up will take three days.
6 total employment at 6_people
Heathrow Airport File 30, unit 10, page 89

File 28, unit 9, page 81 ····················································· ...... ...........

STUDENT A STUDENT A
You work on front desk at the Hotel Miami. Look
at the information for a guest's folio. Deal with the 1 You are a holiday rep. You have been offered a job
guest's queries, address any complaints and correct at a resort in Antalya on the Mediterranean coast
any errors. Offer the guest a special promotion if of Turkey. You don't have any experience. Ask your
they make an advanced booking at check-out. new boss about the salary. Your friends tell you the
average pay is 1,100-1 ,400 TRY per month but there
Name of guest: B. Smith are possible benefits, such as free accommodation,
uniforms, flights home, food allowance and good
Room number: 413 working hours. Try to negotiate the best possible
salary and benefits package.
Total of nights: four nights at US $100.00 per
2 You are a travel agent in the UK. You want to
night negotiate the price of a group of 12 (six business
travellers with their partners) for five days in a
Room type: an executive suite health and wellness spa in Gal Turkbuku. Your
first preference is the f irst week of August but
Pre-paid: 25% another week between June and September will be
acceptable if you can negotiate a good deal. The
Balance due: US $100.00 plus these items spa is on the Bodrum peninsular in Turkey. Phone
the spa's manager. The manager has given you
Room fridge - one packet of nuts, one chocolate good discounts on corporate packages before. Your
budget is €12,500- sarr ' as last year. Persuade the
bar manager to give you a a ;count.

Laundry- one dress (dry-cleaned)

Room service - one bottle of orange juice, two

chicken curry

You have receipts signed by Brenda Smith. There

is a $10.00 charge for lost room keys. Hair and

beauty treatment is charged separately.

File 31, unit 9, page 79 File 32, unit 10, page 91

STUDENT B STUDENT B
1 Read this information about the Pera Palace Hotel Read the information below. Take turns with
Student A to ask to ask and answer questions to
and answer Student A's questions. find out more information about lsan.

Pera Palace Hotel, Istanbul Tourism in Thailand

Opened: 1892 The weather: in the rainy season in Thailand the
weather is cooler, accommodation is cheaper and
Style: Western (neo-classical and Art there are fewer tourists. lt's also an excellent time
for river rafting. lsan is the least developed region
Nouveau) and Oriental of Thailand, although it has the best value hotels.

Suites: antique furniture and modern fittings, lsan region

e.g. electronic window blinds lsan is the least visited region in Thailand but it
has a rich cultural heritage, influenced by the Lao
Additions: themed suites, e.g. the Agatha and Khmer cultures. The Khmers ruled here from
the 9th to 14th centuries. There are Khmer temple
Christie suite and the Ataturk ruins near Phimai and Buri ram.

Museum Room painted in pink Prasat Hin Phimai: This historical site in Phimai
town is an important Buddhist temple complex,
Restoration: four years; cost £20 million (US $32.5 which was originally from the Khmer period.
The temple is built of sandstone and has been
m) beautifully restored.

Celebrity Surin: Surin is famous for its silk, its elephants and
its first ruler, Phraya Surin. Surin's big attraction is
guests: Kemal Ataturk, Ernest Hemingway, the Elephant Round-up every November. Between
150 and 200 elephants are led into Surin by their
Greta Garbo, Alfred Hitchcock and mahouts (riders). There are shows and spectators
can take rides.
Agatha Christie, who wrote her
Phnom Rung: This temple, situated at the top of
famous novel in room 411 an extinct volcano in Buri ram, is a fine example
of Khmer architecture. You can see the rising
Special sun through all 15 doors on the western side at
Songkran, when Thais celebrate their New Year
interest: board the Venice Simplon Orient in April.

Express at Sirkeci station for the

Istanbul-Venice journey (only goes

once a year)

2 Ask Student A questions to complete the
information about the Peace Hotel.

e.g. When did the Peace Hotel first open?

Peace Hotel, Shanghai

China's most famous hotel opened in 1_ _ as
the Cathay Hotel. Its former owner was Sir
Victor Sassoon who lived on the 2__ floor. The
refurbished guestrooms have Art Deco furniture
with modern fittings, e.g. plasma stereo 1Y, a
bath-side LCD screen, Blu-Ray 3_ _ and 4_ _•
There is now a presidential suite on the 1Oth
floor and a new indoor 5_ _• Restoration took
6_ _ years. Famous guests include 7_ _, Noel
Coward, who wrote Private Lives while staying
at the hotel, Ernest Hemingway, Muhammad Ali
and 8_ _• The famous 'Nine Nations Suites'
have been redesigned and there are a total of 9__
restaurants to choose from.

File 33, unit 4, page 39 File 35, unit 10, page 89
. ..........................., ....
STUDENT B
STUDENTS ~ 1 You are the manager of a resort in Antalya on the
~. . . . - - - - - r -L/7
~elodvRockHeavyFest ;,; ............... Mediterranean coast of Turkey. You offer a job to a
new sales rep who has no experience. Be prepared
Tours to answer questions about the salary. You offer
1,100 TRY per month but you also provide free
Get ready for the rock and heavy metal festival, accommodation, free uniforms, one free flight home
near Vienna. Rock bands and goth fans from all per year and a food allowance. Sales reps work six
over Europe: Austria, Germany, Sweden, Poland, days a week and the working hours are usually about
the Czech Republic, Croatia, Portugal, Spain and 12 hours a day.
Italy, etc. 2 You are the manager of a health and wellness spa in
Click here for line-up and videos. the charming town of Gol Turkbuku on the Bodrum
Bring a tent. Bring your friends. Bring your bike peninsular in Turkey. A British travel agent phones
and leathers. We will rock you! you about a corporate group booking. The agent
has sent clients to your spa before. The spa is full in
Prices (ticket only): €65 (one day), €150 (three July and August but you can offer dates in June and
days), €250 (five days) September. The spa in Gol Turkbuku is very popular,
Basic RHFest package: two tickets, five days + so prices have gone up ten percent this year. Your
camping (for two: person tent plus car), €720 for hotel chain has a sister wellness centre in Central
Anatolia that isn't on the coast but is more economic
two (ten percent cheaper than Gol Turkbuku) and there
are still rooms available in August. Persuade the
Deluxe RHFest package: two tickets, five days + agent to book the spa in Anatolia.

hostel for two (big rock breakfast incl.) near festival File 36, unit 9, page 77

ground, €850. STUDENT B
You are a new housekeeper. Answer the EHK's
File 34, unit 9, page 83 questions about what you have/haven't done. Use
the ideas in the box and your own ideas for things
STUDENT B that you have done. When you have finished, swap
You are Dean from Clean & Sheen. Look at your roles and repeat the task.
information and prepare what you will say.
e.g. 8 : No, I haven't. But I've cleaned the
• You use the latest pressure washing method for bathrooms on the fifth floor.
cleaning windows.
air the rooms change the sheets
• You use environmentally-safe products for clean the bathrooms
stainless steel surfaces.
count the chairs on the balconies
• There are paint marks on furniture and carpets do the rooms on the sixth floor
but you use good quality solvents that are safe. replace the toiletries
take out the rubbish
• At Clean & Sheen you have regular breaks- a
ten-minute break every two hours.

• You have been responsible for operations like
this one in other hotels in all six of New England's
states- you can offer to email some testimonials.

• Your estimated cost is $3,050 ($500 x five, eight-
hour shifts + $550 for materials). You think the
clean-up will take at least five days.

File 37, unit 9, page 81 File 39, unit 6, page 55

STUDENT B ....... ······· ··········· ··························································
You are a guest at the Hotel Miami. Ask to check
out and query these items on your folio that you STUDENT B
received this morning.
You are the Catering Manager at the Bella Centre,

a large notel and conference centre. The Event

Manager at the hotel phones you about the

catering for an event. The information you need is:

Name of guest: Mrs Brenda Smith • client's name • type of event

Room number: 413 • date of the event • time of day

Total of nights: four nights at US $100.00 per

night • venue • formal or informal

Room type: an executive suite • number of guests • choice of serving pieces
(disposable or glass and
Pre-paid: 25% china)

Balance due: US $100.00 plus these items

Room fridge - one packet of nuts (no chocolate - Offer to email the Event Manager some options for
the menu with the price per head.
you're on a diet)

Laundry- one dress (dry-cleaned)

Hair and beauty salon - one wash and style, one

manicure

Room service - one bottle of orange juice, two

chicken curry

You have receipts for the laundry service and

hairdresser's. You and your husband are frequent

travellers and have enjoyed your stay at the hotel

(it was your wedding anniversary).

File 38, unit 1, page 13

STUDENT B

Booking 1
You are Charlie Sierra from a local travel agency.
You want to book a table for 15 people at a notel
restaurant in Ottawa, Canada.

• The hotel has various thematic restaurants- you
prefer the Indian restaurant because it has private
rooms.

• Phone and make a reservation for 9.00 p .m. for the
first Saturday of next month.

• Be prepared to spell your name and give your phone
number.

Booking 2

You work as a booking agent for Melbourne
Entertainment. Take a phone booking for the

Australian Open.

• Offer the caller a promotional offer- one free ticket
for every eight seats.

• Tickets are priced at A$25.00, A$39.00 or A$50.00
and the booking fee is included.

• Remember to ask for the caller's full name, as it
appears on the credit card, the credit card number, a
phone number and an email address.

G~AMMA~ ~EFE~ENCE

Present simple question forms We don't usually organize tours.
I'm not/He isn't a general manager.
1 Be To make questions, use do or does.
To make questions with the verb be, we put the The word order is: question word(s) +do/does+

verb before the subject or subject pronoun. subject + infinitive

Tina is our guide. ---+ Is Tina our guide? Does he have a diploma?
They are Chinese tourists. ---+ Are they Chinese Where do you work?
tourists? In questions with the verb be change the word

2 Other main verbs order.

Put the auxiliary verb do/does before the subject to Are you responsible for accommodation?
Is he the manager?
make questions. For short answers, use the appropriate form of do

The main verb is in the infinitive form without to. only.

The word order is: do/does + subject + infinitive. Do you use a computer booking system? Yes, we
You work in a hotel. --> Do you work in a hotel? do./No, we don't.
He speaks French. ---+ Does he speak French? Does she like her job? Yes, she does./No, she
She likes her job. ---+ Does she like her job? doesn't.
They go to Paris every year. --> Do they go to Paris
every year? 3 Adverbs of frequency
3 Questions words
Put question words, e.g . who, what, when, how, Use these adverbs before the main verb but after
where, why at the start of a question before be.
Where are you from? the verb be.
What time is it? I usually talk to the events manager.
Put question words before the auxiliary verb dol Does he often work at weekends?
does in a question with a main verb. She is often busy at this time.
The word order is: questions word(s) + do/does +
subject + infinitive. PRESENT CONTINUOUS
How do you spell your surname? 1 Use
How much does the tour cost?
When do the group arrive? We use the present continuous to describe
activities that are happening now.
Pres~nt simple and present
contrnuous Jane is talking to the travel agent at the moment.
She isn't booking online.
PRESENT SIMPLE
1 Use We also use the present continuous to describe
temporary activities, often with time expressions,
We use the present simple to talk about things that
are always or usually true. e.g. at the moment/now, this week/month/year.
We are studying English for tourism this year.
We specialize in city tours. He isn't working at the moment.
Barry has a cooking diploma. 2 Non-action (stative) verbs
Have is usually a non-action verb like be, like and
We also use the present simple to describe want. But some expressions with have can have a
routines, habits, actions or situations that happen continuous form, e .g . have breakfast/lunch/dinner/a
all the time. coffee/ a meal/a shower/a bath/ a good time.
They're serving breakfast at the moment.
They always clean the rooms in the mornings. She's having a coffee break.
2 Form
For more information on stative verbs see page
The third person singular ends with -s, e.g. clean -->
cleans, go --> goes, have ---+ has. 117.
He needs to make sure his assistant knows what
she has to do. See Unit 7 for information about the use of the
We use don't (do not) or doesn't (does not) to present continuous in the future.
3 Form
make the negative form.
For the positive form, use the correct form of be +

verb in the -ing form.
I'm helping new staff this week.

The chef is planning today's menu. organized - more organized, the most organized
The negative form is with the negative form of be. 2 We use much or far to modify a comparative
I'm not recruiting new staff this month.
She isn't dealing with a guest right now. adjective.
The word order is: question word(s) + be + -ing
New York is much bigger than London.
form. This suite is far more comfortable than the
standard room.
Are you living in student accommodation? 3 Use (not) as adjective as in comparisons of equality.
Is she inspecting the rooms now? Is Amsterdam as big as London?
What are they doing at the moment? The hotel wasn't as good as we expected.
For short answers, use the appropriate form of be 4 Irregular forms
good -+ better -+ the best
only. bad -+ worse - the worst
far -+ further-+ the furthest
Are you staying in a lodge this week? Yes, I am.!
No, I'm not. Past simple
Is he training new staff? Yes, he is./No, he isn't.!
No, he's not. USE
1 We use the past simple to talk about fin ished actions
Comparative and superlative forms
at a definite time in the past.
1 Form
Mozart came from Salzburg. He died in 1791.
The table below shows the comparative and They didn't return to the hotel until 9 p .m.
superlative forms for adjectives of one syllable and When did the coach leave?
for two-syllable adjectives ending in y.
The past simple is often used with these time
high higher (than) the highest Use -er and expressions:
cheap cheaper the -est for most
safe (than) cheapest one-syllable He arrived last night!Tuesday! weeklmonthl year.
large safer (than) the safest adjectives. We didn't have many visitors six hours/ months!
larger (than) the largest years ago.
big Use-r and Did she die on (date) in (year)?
b igger (than) the biggest -stfor one- Did you enjoy the tour yesterday/ this morning?
happy syllable When did visitors start coming here?
early happier the adjectives 2 Form
(than) happiest that end with Add -ed to regular verbs to form the past.
earlier (than) the earliest They booked a table for eight.
e. Henry VIII played tennis at Hampton Court.

Double Some verbs are irregular. See page 117 for a list of
the final irregular verbs.
consonant for
one-syllable They went on a London black cab tour.
adjectives The Romans built London's first bridge.
ending with a Use didn't+ the infinitive form of the verb.
vowel and a We didn't have time to see everything.
consonant. She didn't send the e-brochures yesterday.
Use question word(s) + did+ subject +the infinitive
Add -ier
and -iest for form of the verb.

two-syllables When did you book the tour?
adjectives What did he say?
that end w ith What time did they arrive?
y. For short answers, use the appropriate form of did

We use more and the most to make comparative only.

and superlative forms for:

Adjectives with two or more syllables.

modern - more modern, the most modern
comfortable - more comfortable, the most

comfortable

Adjectives with one syllable that end in -ed.

Did you book a tour yesterday? Yes, I did.!No, I Countable and uncountable nouns

didn't. 1 Form

Did she book a tour yesterday? Yes, she did./No Countable nouns have a singular and plural form.
she didn't. You can count them .
4 Past simple passive
Use a/an before a singular countable noun.
We use the past passive for describing processes, a table, an omelette, a knife, a guest, a review,
when we don't know who did something, or when a serviette
we are more interested in what happened and not
who did it. Uncountable no uns do not have a plural form .

The hotel was renovated in 2010. You cannot cou nt them, e .g . water, milk, salt, rice,
The Tower of London was built over 900 years ago. coffee, sugar.

When we know who was responsible for the action, Many nouns can be countable and uncountable.

we use by. She ordered some chicken for lunch. (some = a
The Houses of Parliament buildings were designed
by Sir Charles Barry. portion of the bird)
Form the past passive with was/ were + the past
She ordered a chicken for lunch. (a = the whole
participle.
bird)
The hotel wasn't refurbished unti/2010.
Was the table reserved? Drinks are usually unco untable. But they can be
countable if it's in a cup, glass or other container.
Modal verbs
We'd like two teas and a coffee.
OFFERS An orange juice and a tonic water, please.
2 Some and any
1 Use the modal aux iliary verbs can, may and shall in
We use some in positive sentences with plural
questions to offer to do things for other people. countable nouns and uncountable nouns.

2 Put the modal verb before the subject or subject They prepared some sandwiches for lunch.
There is some coffee in the pot.
pronoun to form a question. The main verb is in the
infinitive form without to. We also use some in offers and requests and in
questions when we ex pect the answer to be 'Yes' .
Can/May/ Shall/ help you with your luggage?
May sounds more forma l than can and shall. Would you like some more water?
3 We also use I will but not I shall to offer to do Can I have some bread?

so m e t h i n g . In negative sentences and questions w ith plural
countable nouns and uncountab le nouns, we use
I'll call the porter for you.
We can use would+ you + like .. . ? to make polite any.
She never eats any vegetables.
offers. Is there any meat in this dish ?
3 Much and many
Would you like to see the dessert menu? We use much in negative sentences and questions
Would you like help with your luggage? wit h uncountable nouns, e .g . water, time.
How much water do you drink?
REQUESTS We don't have much time for lunch.
Use many in negative sentences and questions with
1 We use the modal auxiliary verbs can and could in plural countable nouns, e.g. p e ople, dishes.
How many people are in the restaurant?
questions to ask other people to do things. They don't have many vegetarian dishes.
In formal written texts much/ many are also common
2 Put the modal verb before the subject or subject
in positive sentences.
pronoun to form a question. The main verb is in the
infinitive form without to. Many guests like to watch the chefs at the action
stations.
Can/Could you repeat that, please? 4 a lot of/ lots of
Could is more indirect and sounds more polite than We use a lot of o r lots of with b oth plural countable

can when making requests. nouns and p lural uncountable nouns.

3 lt is also possible to use May + I ... ? to make formal There are a lot of customers today.
There isn 't a lot of variety on this menu.
requests. Is there lots of garlic in this dish?

May I have your passport, please?

Future forms We often use the present simple after future t ime

PRESENT CONTINUOUS expressions, e.g . after, before, until, as soon as,
We use the present continuous from to talk about when, if.
future plans and arrangements. We're going to swim in the river when we finish
our walk.
We're driving to the coast this weekend.
She isn't taking the tour group next week. Modal verbs
Are the guests arriving tonight?
OBLIGATION
See Unit 2 for information about the present
continuous form. 1 We use must and have to in British English when

GOING TO + VERB something is a legal obligation or absolutely
1 Use
necessary. In American English, have to is the normal
We use going to for future plans, personal
form.
intentions and arrangements.
We use must and have to with a main verb.
There is not a lot of difference between the present Passengers must switch off their mobile phones
during the flight.
continuous and going to when used to talk about You have to pass a language test to get a pilot's
licence.
future plans and arrangements. 2 For questions, we usually use have to (not must).
To form questions, put the auxiliary verb do/does
We also use going to for predictions with present
before the subject.
evidence.
Do you have to work at the weekend?
The plane's delayed. We're going to be late. Does he have to speak English in his job?
it's going to rain this afternoon. I heard it on the Do I have to go?
radio. 3 British English sometimes makes this distinction
2 Form between must and have to:
Use be going to + verb
I'm going to fly to Costa Rica this summer. Use must mostly to talk about the feelings and
wishes of the speaker.
To make the negative, we use the negative form of
I must study for the tourism exams next week.
the verb be.
They aren't going to stay in the nature lodge (I want to do this.)

tomorrow. Use have to mostly to talk about obligations that

For questions, put the verb be before the subject. are 'external', e.g. laws, regulations, agreements,
Are you going to visit San Jose next month? other people's orders.

WILL We have to do three exams next week. (lt is
1 Use
university regulations.)
We use will!won'tfor predictions about facts and
PROHIBITION
events expected to be true in the future.
We use mustn't, can't and not be allowed to when
We also use will to make spontaneous offers and
something is not permitted or is prohibited.
decisions.
We use mustn 't, can't and not be allowed to w ith a
He'll help you with your luggage.
We'll phone a taxi for you. main verb.
I'm tired. I think I'll have a siesta.
2 Form You mustn't smoke anywhere inside the airport
Use will with a main verb for the positive form and terminal.
won't (will not) with a main verb for the positive He can't travel without a valid passport.
Passengers are not allowed to use the toilet
form . during take-off and landing.

We think the new tour will be very popular. PERMISSION
Local people probably won't want a new airport
on the island. We use can and be allowed to when something is
To make questions, put will before the subject.
Will we see a lot of crocodiles in the river? permitted.

PRESENT SIMPLE Use can and be allowed to with a main verb.
You can use electronic devices during the flight.
We use the present simple for timetables,
programmes and schedules. Clients are allowed to sit in this area.

The flight leaves at 6 a.m. To form questions with can, put the m o dal verb

before the subject.

Can we sit in here?

To form questions with be allowed to, put t he verb 3 Form
be before the subject.
Are we allowed to sit in here? The present perfect is formed w ith have/has + past

ADVICE participle.
Use should and shouldn't to give advice, and to (See page 117 for a list of irregu lar verbs.)
make suggestions and recommendations.
Use should and shouldn't with a main verb. Use t he contracted forms of have/has w hen
Guests should phone the hotel to ask for a late
checkout. speaking.
Tourists shouldn't carry a lot of cash.
Put should before the subject to form questions. I've just started a new job.
Should we translate the instructions into Spanish? He's never worked on a cruise ship before.
She hasn't seen him for two weeks.
NO OBLIGATION
Use don 't/doesn't have to when something is not Short answers
necessary.
Use don't/doesn't have to w ith a main verb . Have you ever worked as an EHK? Yes, I have./No,
Personnel with /CAO Level Six don't have to do I haven't.
another language test. Has she ever flown before? Yes, she has.!No, she
Sh e doesn't have to wear a uniform in her job. hasn't.

Present perfect Zero and first conditional

1 Use 1 Use
W e usually use the p resent p erfect to describe: W e use the zero conditiona l for thi ngs that are
An event that hasn't happened yet always true.
She hasn't cleaned all the rooms yet. (She's going If a hotel doesn 't sell room s, it loses money.
to clean them in the near future.) We offer a d iscount if it's a group booking.
Have you met the EHK yet? it is p ossible to substitute if for when.
Recent events When a hotel doesn't sell rooms, it loses money.
I've already checked their passports. We offer a d iscount when it's a group booking.
The plane has just taken oH. W e use the fi rst cond iti ona l fo r describing rea l
Life experience possibilities in the present o r future.
We have worked as tour guides before. (at some If you give good service, you will get tips from
time in our lives) customers. (lt is very p robable.)
Have you e ver been to Mexico? (at some time in
your life) 2 Form
I've never been to Brazil. If + present + present (zero cond itional)
If a guest uses room service, she pays at checko ut.
2 For/ since If + present + will+ infi nitive (first conditi o nal)
W e use the time expressions for or since with the If there are online offers, more customers will
book.
present perfect to describe an event that started in
th e past and is still continuing in t he present. We can change the order of the clauses in
conditional sentences.
Use for with periods oftime.
I have lived in Barcelona for 20 years/ for a long More customers will book if there are online offers.
time. (I still live in Barcelona .) Use the contract ed forms '/1/ won't w hen speaking.
Use since for points in time when something began. They'll have more customers if they lower their
He has worked as a tour guide since 201 0/ since he prices.
left college. (He's w orking as a tour guide now.) They won't attract younger guests if they don't
refurbish the hotel.

In short answers, we use t h e appropriate auxiliary
verb.

Does a hotel lose money when it doesn 't have full
occupancy? Yes, it does./No, it doesn't.
Will/ get a commission if I take more bookings?
Yes, you wiii.!No, you won't.

Irregular verbs shut shut shut
... .......... .. . ....... .....•................................ ........................ ··············· ························· ·· sink sank sunk
sit sat sat
Verb Past simple Past participle sleep slept slept
speak spoke spoken
be was/were been spend spent spent
spill spilt/spilled spilt/spilled
become became become stand stood stood
steal stole stolen
begin began begun swim swam swum
take took taken
break broke broken teach taught taught
tell told told
bring brought brought think thought thought
understand understood understood
build built built wake woke woken
win won won
burn burnt/burned burnt/burned write wrote written

buy bought bought

catch caught caught

choose chose chosen

come came come

cost cost cost

cut cut cut

deal dealt dealt

do did done

drink drank drunk

drive drove driven

eat ate eaten Non-action (stative) verbs

fall fell fallen Some verbs are not generally used in the continuous
form. The most common non-action verbs are:
feel felt felt
1 Verbs expressing likes and dislikes, e.g. dislike, hate,
find found found like, love, need, prefer; want.

fly flew flown We want/would like/would prefer a room with a
sea view.
forget forgot forgotten
2 Verbs expressing opinions and beliefs, e.g. believe,
get got got/gotten doubt, feel, imagine, know, recognize, see, suppose,
think, understand.
give gave given
I think/imagine/believe South Korea would be a
go went gone great place to visit.

grow grew grown 3 Verbs expressing the properties something or
someone has, e.g. be, appear; consist of, contain,
have had had cost, have, include, lack, look, measure, resemble,
seem, smell, sound, taste, weigh.
hear heard heard
This fish tastes strange but it smells fine.
hit hit hit
This package includes flights and accommodation.
hold held held
4 Verbs related to possession, e.g. belong to, have,
keep kept kept own, need.

know knew known This spa belongs to a chain.

learn learnt/learned learnt/learned I've had this job for two years.

leave left left

let let let

light lit lit

lose lost lost

make made made

meet met met

pay paid paid

put put put

read (ri:d) read /red/ read /red/

ring rang rung

run ran run

say said sa i d

see saw seen

sell sold sold

send sent sent

show showed shown

AUDIO SCRIPT

Unit 1 second, with nearly 60 million. China was A Sorry, can you repeat that, please?
in third position with 56 million, and Spain B Yes, it's information at Rail Europe.
1.1 was fourth with 53 million foreign visitors. That's all one word, all lower case, R-A-1-L-
Another important statistic is the money E-U-R-0-P-E dot eo, dot U-K.
1 one, two, three, four, five, six, seven, inbound visitors spend in a country. This is A Dot eo, dot U-K. Thanks.
eight, nine, ten, eleven, twelve, thirteen, known as 'tourism receipts'. International
fourteen, fifteen, sixteen, seventeen, tourism receipts were 919 billion US dollars 2
eighteen, nineteen, twenty last year- that's 693 billion euros. The A I've got a gmail address. it's Annabel
USA has the top tourism receipts in the Weiss, that's all one word and lower case,
2 twenty-one, thirty-two, forty-three, world, with 104 billion US dollars. Spain at gmail dot com.
fifty-four, sixty-five, seventy-six, was in second position and France was B Do you spell your first name A-double
eighty-seven, ninety-eight third. The WTO also collects information N-A-B-E-L?
on tourists' spending habits. Tourists A That's right . And the surname is Weiss,
3 a hundred and nine, two hundred and from Germany are the top spenders on with no capital letter. W-E-1-double S.
ten, three hundred and eleven, four international tourism. They spent 78 billion That's 'S' for sugar.
hundred and twelve, five hundred and euros last year. Things are changing fast B So that's Annabel Weiss, all lower case?
thirteen, six hundred and twenty, seven in the tourism industry and the WTO A That's right- at gmail dot corn.
hundred and thirty, eight hundred and expects China to be the top international
forty, nine hundred and fifty destination within the next five years. 1.7
China is also showing the fastest growth in
4 a thousand, one thousand five hundred, spending on international tourism in recent Part One
ten thousand, ten thousand seven years.
hundred and fifty, a hundred thousand, R = Reservations, C = Caller
a million, a billion 1.5
R London Theatre reservations.
1.2 W = Woman, M = Man C Hello ! I'd like to b ook thirty-four tickets
for the musical, The Lion King.
A How many people are in the group? W Luigi's Grill. Can I help you? R Sorry, is that forty-four tickets for The
B One person cancelled so there are now M Hi! I'd like to book a table for six for Lion King?
thirteen. Friday night. C No, thirty-four. Three, four.
W Table for six, this Friday, November the R What day please?
2 third? C The 16th or the 23rd of October.
A How old is he now? M Uh-huh.
B He was fourteen last month. W Whattime? Wednesday afternoon would be good.
M Eight-thirty. R One moment please.
3 W So, that's a table for six, at eight-thirty
A How many states are there in the USA? this Friday. 1.8
B I'm not sure. I think it's fifty.
2 Part Two
4 R = Reservations, C = Caller
A You're in room sixty. Hi! it's Helen here, your tou r guide. I'm
B Sorry, which room? phoning about the times for the coach R The first available date is W ednesday
A Room sixty. tour to Malbork Castle. There has been a
change. The coach is leaving Gdansk on the 16th of October, starting at two-thirty.
5 Thursday half an hour later, at a quarter Tickets are priced at thirty pounds fifty.
A Can you serve table seventeen, please? to seven in the morning, not a q uarter C Yes, that's fine.
B Table seventeen, which one is that? past six. So that's a quarter to seven this R OK. Could I have your name for the
A By the window. Thursday. OK? If there's a problem, please booking t hen, please?
call me. Bye. C it's Vie- V-1-C McKenzie. M-C- that's
6 with a small C, K-E- N -Z-1-E .
A Do you have the address of the hotel? 3 R So that 's M-C-K-E-N-Z-1 and is that E for
B Yes, it's number eighteen Park Street. Echo?
G = Gianluca, L = Lena
7 C Yes, that's right.
A How much does a taxi cost to the G Star Travel Internatio nal. Gianluca R Can I have your credit card details,
airport? speaking.
B About ninety dollars. L Hi! it's Lena here from Star Travel in please?
Hamburg. I'm phoning about a change in C Sure. it's a Visa card. Number 4-5-9-3,
1.3 o ne of our hotel bookings. it's for Mallorca 7-6-8-8, 9 double 0-2, 5-0-2-1 .
this July. R 4-5-9-3, 7-6-8-8. Sorry, d id you say
one hundred and fifty percent, one and G Do you have the details, Lena? double 9-0-2?
a half, one point five L Sure. it's for two twin rooms with baths C No, that's 9 double 0-2, 5-0-2-1 .
2 seventy-five percent, three quarters, at the Palma M arina Hotel from the 15th R OK. And your email address, please? So
nought point seven five to the 21st of July in the name of Ben t hat I can send you confirmation.
3 fifty percent, a half, nought p oint five Hartmann. C it's Victor Mckenzie, at A-C dot U-K.
4 thirty-three point three percent, a third, G So t hat's seven nights from the 15th t o R Vicmckenzie at A -C dot U-K.
nought point three three the 21st of July? C A ctually, its Victor, not Vie- V-1-C-T-0-R,
5 twenty-five percent, a quarter, nought L That's right. They'd like an apartment for followed by M cKenzie, all one word, all
point two five four, if possible. lower case, at A-C dot U- K.
6 twenty percent, a fifth, nought point two G One moment, Lena. I'll see what I can R OK. Can I just check the booking before
7 twelve and a half percent, an e ighth, do. I put the payment through? That's thirty-
nought point one two five four seats for t he 16th o f October at two-
8 ten percent, a tenth, nought point one 1.6 th irty at the Lyceum Theatre. Is that right?
C Yes.
1.4 1 R OK. We'll send you an email confirming
your booking, Mr McKenzie. Please bring it
According to the Wo rld Tourism A Do you have the email address? with you when you co llect your tickets from
Organization 0/'ITO), the top region for B Yes, it's information at Rail Europe dot
internatio nal tourism is Europe, with 52 eo dot U-K. the theatre box office.

percent, more than half the world's total
tourism market. France is the world's
top destination, with nearly 77 million
international arrivals last year. The USA was

1.9 M But my sister is interested in the from home for days. I usually fly 70 hours a
mountain train ride that goes from month and work another 40 hours on the
G = Gabi Werner, M = Mark Bradford Huancayo to Lima. I hear it's amazing. ground. My salary is about $3,200 a month
G Yes, it is but it's a long trip. And you can -that's over $38,000 a year. And I can
G Hello, CSAM Travel, Gabi speaking. only go at weekends. increase my pay by $3,000 to $8,000 a year
How can I help you? M Oh, well we can't decide. What do you by doing extra flights. And my family and I
M Hi, I'm phoning about holidays to Peru. recommend, Gabi? get big discounts on flights.
G Are you interested in a package with G First, can I check- are you now planning
flights and accommodation? to travel the last two weeks in August? 3
M: Yes. M Yes, that's correct. But remember, we're
G And do you have an idea of what you'd very interested in meeting local people When I started working as a tour guide, I
like to do? and getting to know the culture. earned $8 per hour. Now I have a contract
M Well, I'm travelling with my sister. We G OK. Let me check the details of a and I make $23,000 annually. The pay
both like trekking so we would like to do two-week vacation and I'll phone you back. is low but I travel to exotic locations for
the Inca trail. And visit Machu Picchu. And M Thanks, Gabi. free. The working hours can be long on
maybe the Amazon. a tour- sometimes I work 14-1 S a day.
M I see. I'm sure we can help. But first, can Unit 2 A big advantage is that all my meals,
I have your name please? accommodation and transport are free.
M it's Mark, Mark Bradford. That's B-R-A- 2 .1 And my customers usually give tips. The
D-F-0-R-D. last tour I worked, I made $250 in tips in
G B-R-A-D-F-0-R-D, thank you. So, when Well, first of all, you need to have excellent just five days!
are you planning to travel, Mark? customer service ski lls because you
M Around the 16th of August. Can you spend all day talking t o customers. Being 2.3
give me some idea about prices? organized is essential and you also need to
G Yes, but can I check- what kind of be very communicative. You can't be afraid We're asking for a recognized qualification
budget do you have? to speak to people, if it's a tour operator, in hospitality for this position and, as the
M About $2,500. a hotel, an airline or if it's a customer in advertisement says, you need at least two
the shop. You have to speak to everyone years' relevant experience. lt gets really
G Well, for example, we have a one-week on every level. You also need good sales busy in the high season, so we need a
ski lls to sell holiday and travel products to person who is wel l-organized and can
package including return flights to Cusco, customers. And, of course, good IT skills stay calm in a crisis. Obviously, you need
which includes trekking on the Inca trail are essential to find information and make excellent customer service and people
and Machu Picchu for $1,050 per person. bookings online. management skills to deal with both
M One week isn't much time. We want to customers and staff. Since we have a lot of
get a feel for the local culture. 2 international customers in the restaurant,
G Let me see, ten days. There's our Peru we need someone who can speak good
special for 1,200 US dollars. You have to be customer-focused and English and at least one other European
M So that's $2,400 for two. That sounds efficient. And you have to stay calm and language.
good. Does it include Lake Titicaca? We be patient when passengers are worried
really want to go there. or angry about something. Being a good 2
G No , I'm sorry, it doesn't. But you can communicator who can interact well with
combine tours. people from different cultures is essential. You don't have to have any particular
M OK, greatI You have to be a good team worker, qualifications to apply for this position
G And can I check your travel dates, Mark? too. Basic first aid and medical skills are but if you have experience supervising
D id you say Friday the 16th of August? important. kids and enjoy working with children, then
M 16th of August, yes. this will be an advantage. As it says in the
G Returning on the 25th of August? 3 advert, we need people w ith language
M Yes, that's fine. skills who can work well in a team. But
G Great. And ca n I have your emai l I think w hen people pay for a tour, they above all, it's a job about helping people
address please? are rea lly paying for the personality. I ca ll it to have fun, so the real ly important thing is
M it's Mark dot Bradfo rd at Leeds dot A-C 'the three E's' : somebody who's energetic, to be energetic and enthusiastic. Basic first
dot U- K. enthusiastic and entertaining. You have aid and medical skil ls would be extremely
G A-C dot U-K. OK, I'll send you the to have a passion for people and you useful.
details for a ten-day package, Mark. I'll also need to be energetic because your job is
send you information about our one-week about helping people to have fun. On a 2.4
and two-week tours, so you can compare practical level, good organizational skills
tours and prices. and languages help. I love it- every day is 1 Why do you want to work for us?
M Sure. Thanks. different. 2 What do you know about our

1.1 0 2 .2 company?
G = Gabi Werner, M = Mark Bradford 3 Are you good at working in a team?
M Hi! In the USA, travel agents on full-time
contracts can earn between $24,000 and 4 What are your strengths and
G Hello, it's Gabi here. I'm phoning about $38,000 a year before tax. The salary
your booking. depends on your experie nce, sales skills weaknesses?
M Hello Gabi! Did you get my message? and the size and location of the agency. 5 Do you have any management
I have another $1,000 for our budget, so I work in a large travel agency in San
we're now thinking of going for two weeks. Francisco and my annual salary is over experience?
G Two weeks? That's great, M ark. I ca n $30,000 now, for a 40-hour week working 6 Why do you want to leave your present
recommend the lncan Wonders package. Monday to Friday. The salary is low but I
lt includes five days trekking and a five-day also get travel benefits, such as d iscounts job?
jungle t our. on holidays and free t rips with airlines and 7 Are you prepared to work long hours?
M Yes, that's o ne option. But does it 8 What would you like to do in five
include sand-boarding? I'd love to try that! cruise companies if I sell apackage to a
G No, it doesn't but we can customize years' time?
your package. If you go sand-boarding in group. 9 W hy should we hire you?
10 W hen ca n you start?
Huacachina, it's only four hours from Lima. 2
2.5
M I see it includes the ancient lines in The working hours are very flexible. I often
N a zc a. work weekends and holidays and I'm away I started working on cruise ships three
G Yes, you can see the ancient lines in the years ago when I finished my degree in
desert from a plane. it's wonderful. tourism. I only planned to do a six-month
contract to get some work experience

but I had so much fun I decided to stay. give information on accommodation, A Certainly. There are four bus tours. They
One thing that really surprised me was restaurants and of course places to visit are hop-on hop-off services.
the variety of jobs available on-board and and things to do. We also give out town C I see. Which is the best tour?
how many opportunities there are. I love plans, details about leisure activities and A Well, the most popular one is the City
being part of the entertainment staff. You festivals like the carnival here in Tenerife, Sightseeing Tour. lt leaves from Waverley
have to work very long hours - sometimes las Fall as in Valencia, or the Easter Bridge, outside Waverley train station every
twelve or fifteen hours a day but I'm a very parades in Seville or Granada. Larger cites 15 minutes. You can get off the bus at any
energetic and enthusiastic person and I around the world usually have a Spanish of the stops along the way, visit the sights
love working with people of all ages. In National Tourist Office and you can also and then get back on another tour bus.
my present job, I work mainly with children visit the official website at www.spain. C When does the service operate?
and teenagers. I organize and supervise info. I think Spanish people are naturally A it's a 24-hour service so the ticket is valid
various activities for them . You have to be open and welcoming to visitors, so the on all the tour buses all day.
very creative and very calm and patient in best information comes from the locals C How long is the tour?
this job. I also help with the entertainment themselves. A If you stay on the bus, it's approximately
and activities for adults. And last night, I 60 minutes.
hosted the karaoke. Now I'd like a job with 2 C Sounds like a good idea. How much
more responsibility and career prospects. does it cost?
On the Chinese mainland, there are still A Adult tickets cost £15, senior citizen and
2.6 not many official Tourist Information student tickets cost £13 and for children
Offices. My advice to visitors to China under sixteen tickets are £6.
I = Interviewer, A = Angelica Davies is that they should be careful of travel C And the guided tours?
companies who say they are 'official' A There are several guided walking tours.
I Tell me Angelica, why do you want this organizations. This is because they are A popular one is the tour of the old town.
job? often only private travel agents. If you lt starts here from the Tourist Inf ormation
A Because it's a great opportunity to use need information on China, the China Centre on Princes Street and lasts about 90
the skills and experience I already have National Tourism Administration has m inutes. Tours start at 10 a.m., noon,
and to learn more. branches in most countries in the world. 2.30 p .m. and 4.30 p.m. every day in
I What languages do you speak? They are also called China National Tourist summer. The cost is £9 for adults. it's half
A Well, just English. But I would like to Offices. Off the mainland, Hong Kong and price for children under eight and senior
learn another European language. I think Macau have their own professional tourism citizens.
it's useful, you know, for the job. agencies. At the Hong Kong Tourism C I think we'll go on the bus tour this
I What do you like about working on a Board where I work, and at The Macau afternoon.
cruise ship? And what do you dislike? Government Tourism Office, we offer free A Right. You can buy the tickets from t he
A What I like is you can have a lot of fun information, maps and advice. And you'll driver on the bus, or the ticket seller on
working as cruise staff. I don't like living in find there are Visitor Information Centres Waverley Bridge.
a small cabin but it's not a big problem. in the airports, both in Macau and Hong C Great! Many thanks for your help.
I What ideas do you have for guest Kong. Macau has its own Business Tourism A You're welcome. Would you like
entertainment? Centre, too. anything else?
A Well, I think we should get local C No thanks.
entertainers to come on-board at each 3.2 A Thank you for calling the centre.
port. You know, musicians and dancers Good bye.
who can do a special show, or invite a chef About five million people visit the
to do a presentation about local food and Edinburgh region annually, and we get 3.4
dishes. So passengers can learn more thousands of enquiries each month. We
about the places they are visiting. are here to help with information on city As part of the study, I telephoned, sent
I Yes, I see. Some nice ideas. OK, so why attractions, local events and short breaks an email enquiry and made a personal
should we offer you this job? in other destinations in Scotland. You can visit to the visitor centres. My email asked
A That's a good question. I think I would also buy gifts and souvenirs here. And we for a list of places to stay in the area. The
be a great assistant cruise director. I'm can book a hotel or B&B for you. The most first centre replied with the information
outgoing, I'm a people-person, I have common questions we get are: 'Can I have w ithin 48 hours but the second centre
excellent communication and customer a map of the city?' and 'What are the local didn't answer me. I sent the email again
service skills, which are essential for the attractions?' Visitors can get a free map but still did not get a reply. In the next
job. I'm good at talking to guests and here and information about all the city's test, I phoned to ask about things to see
promoting excursions and I'll be good at attractions. You can also buy the Edinburgh and do in the area. I waited more than
promoting the on-board entertainment Pass here, which is a sightseeing pass five rings for both centres to answer the
as well. I'm not an entertainer myself. I that includes discounts on more than 30 phone. There was no standard practice for
can't sing or dance but I'm supervising attractions, as well as bus tours and city answering t he telephone in the centres.
staff in my present job, and I think that's buses. The pass also includes special offers In one, the assistant gave the name of the
more important in this role. But most of for restaurants, cafes, shops and tours. it's centre and her name at the start of the
all, I enjoy making a cruise holiday fun for not only tourists visiting the city who come call. This assistant was friendly, polite and
guests. to us. A lot of local people also contact knowledgeable. The assistant in the other
us for information about the holidays and centre was less professional and told me
Unit 3 breaks in the rest of Scotland and the UK. to consult the website or visit the office
in person for information. The second
3.1 3.3 centre also put me on hold for five minutes
without explanation, and I abandoned the
Spain has a highly developed tourist A = VIC Assistant, C = Caller call. In the third test, I visited the centres
industry that offers a wide variety of in person. The staff welcome in the first
services to travellers of all ages and A VisitScotland Information Centre. Paula centre was excellent- the assistant smiled,
budgets - backpackers on low budgets, speaking. How can I help you? made eye contact and was well informed.
experienced travellers on cultural C Hello ! Is that the Edinburgh tourist The assistants in the other centre ignored
visits to heritase sites, as well as family office? me when I went in. When I asked for
A Yes, that's right. Can I help you?
holidaymakers in beach resorts. There are C Yes, we'd like some information about information, they gave me leaflets. The
'oficinas de turismo', or tourist offices, tours. first centre was clean, well decorated and
in all major towns and resorts. And we A Sorry, do you mean the suided tours or organized. But there was a lot of paper
and boxes on the floor in the second one I
the bus tours?

C I don't know. Can you tell me about

both?

visited, and the paint on the walls was old T1 Excuse me, who redesigned the especially with all the extra charges for
and dirty. bullring? some tickets and excursions. lt wasn't
G That's a good question. The British all-inclusive as it said in the advert.
Unit 4 irLanguage.com architect, Richard Rogers, renovated it.
T1 So, the old bullring is now a shopping 2
4.1 centre?
G That's right. Instead of bullfighting, you I'm new to the job as a tour guide, so
1 The Great Fire of London was in 1666. can go shopping, have some tapas, or I need to find out some more about
2 The plague, also known as the Black watch a movie. Austrian composers before my next group.
T1 Oh, great! lt would be a good idea to get some more
Death, killed thousands of people in G The bull fights in Arenas stopped over training from the tour guide manager. My
London in 1348. 20 years ago. But if you' re looking for main criticism is that the company needs
3 The seventeen hundreds is another way some action, I recommend tomorrow's tour to be more transparent about prices. Many
of saying the eighteenth century. when we'll visit Barcelona's home football customers complained to me about the
4 Many of London's buildings are ground, Camp Nou. extra costs for some of the tickets and
Victorian, from the nineteenth century. T2 Do you mean the football stadium? excursions- I had to say sorry but it wasn't
5 Elizabeth 11 became Queen in 1952. G That's right. Would you like to follow my responsibility. And I'm sure we could
6 London was called 'swinging London' in me now into the art gallery showing offer packages that are more attractive for
the sixties. Romanesque art? younger people.
7 The Millennium Dome and the London T1 What did he say?
Eye both opened in the year 2000. T2 Sorry, did you say Roman Art? 3
8 The Olympic Games were held in G No, not Roman, Romanesque. it's the
London in 1948 and 2012. art style from the early Middle Ages. Yes, the scenery was beautiful. But it wasn't
Right, let's go and see their collection organized so well. I mean, a six-day tour is
4 .2 of Romanesque Art. Can I have your art too short for some of the older participants
V = Valerie Schroder, J = Jason Alvarez tickets please? Thanks, thank you. - they need more time to rest. And then
T2 Oh, I don't have a ticket. He didn't give the guide often disappeared to smoke!
V The vacation package was all-inclusive. me a ticket, Gerhard. Once, t he guide left us in Salzburg for an
lt was great for a family resort. We had T1 Yes, he did. Check your purse. hour to spend money in local shops. I hate
free children's entertainment, free drinks shopping! And we were really surprised
at the pool and a babysitter if we wanted 4.4 when she told us after an evening concert
to go out in the evening. But we were a that we had to take a taxi back to our
little disappointed with the beach. The G = Guide, T1 = Tourist 1, T2 = Tourist 2 hotel ! That was another 18 euros we
information pack said it was a private d idn't plan to spend. The information
beach just for hotel guests but it was full T1 Is it OK if I take a few photos? we received said transfers were included
of people and we had to pay extra to lie G Sure, go ahead but no flash please. but it was only airport transfers, so we
in the shade under a beach umbrella with T2 When did you say it was built? were disappointed with the tour. lt was
sunbeds. lt was also very hot in Cancun. G Ah, that's an interesting question. The overpriced and I won't be booking with
Temperatures reached 104 degrees basi lica was completed in 1383. lt only took Europa Cultural Tours again!
Fahrenheit- that's 40"C, and there weren't 55 years to build, which was incredibly fast
many palm trees on the beach! We would for Medieval times. lt is the on ly example Unit 5
love to go again- but not in peak season. of a basilica built completely in the Catalan
Gothic style. As I said earlier, the Santa 5.1
2 Maria del Mar is my favourite religious
J We stayed in lsla de Muj eres in Cancun, building in Barcelona. As you can see it's R = Receptionist, P = Mr Perry
for our ho neymoon. lt is a fantastic island very light, so you can really appreciate
with beautiful, white, sandy beaches and those beautiful stained glass windows. The R Good morning! Welcome to the
there were lots of young couples like windows aren't as old as the building and
us. But it was very crowded, although it date from the 15th to 18th centu ries. And Petrovskaya Hotel. How can I help you?
was quieter in the evening when all the did you know it was the inspiration for a P Good morning! I have a reservation for
day-trippers from Cancun left. We paid best-selling novel by the Spanish writer, three nights in the name of Perry.
for half-board, not full-board- it was a ldelfonso Falcones? R OK. May I have your passport, please?
tailored package. That way we could go T2 Rea lly? P Here you are.
on day trips and have lunch somewhere G That's right.
else. The package didn't include any T1 Excuse me, where is the restroom? R Thank you, Mr Perry. Yes, you have a
sightseeing tours. We signed up for one G I am afraid there aren't any toilets here.
to Xei-Ha, which is a kind of nature reserve But you can go to a cafe nearby. reservation for a double room for three
with lagoons and caves. I guess it's OK T1 Thanks, I really need to go. nights. Is that correct?
for a family day out but we thought it T2 Ssh ! Gerhard! You don't need to tell all P Yes, that's right.
was overpriced and too commercial for of Barcelona! R Could I have your credit card, please?
us. The best thing about the holiday was G Here. Mind the step as you go. And now P OK.
the snorkelling and seeing all the tropical for the next question in our competition. R Thank you . Here is your key card. You
fish. That was amazing, although we had When was this building completed? Was it are on the second floor and the room
to pay extra. Oh, and we could get the the 12th, the 13th or the 14th century? number is here.
ferry to the mainland for free. lt was a P Thanks.
complimentary service for hotel guests 4.5 R Do you need any help with your
staying on the island. luggage?
I really loved Austria, and our tour guides P No, thanks. I'll be fine. I'll take the lift.
4 .3 were friendly and helpful as they walked R Enjoy your stay at the Petrovskaya Hotel,
with us on the tour. We also got some Mr Perry.
G = Guide, T1 = Tourist 1, T2 = Tourist 2 useful tips about what to see and do in
Salzburg . But our guide didn't seem to 5.2
G Here we are! As you can see, the former know that much about music. And I think
bull ring was made into a shopping centre R = Receptionist, DG = Donald
not very long ago. Plaza Arenas is now there was too much walking for some of Golubkov, RG = Rachel Golubkov
the older ones - some of the people in
known as Arenas. We can visit the rooftop our group were very tired . I have to say, R Good morning! Welcome to the
terrace at the end of the tour if we have the package tour was rather expensive,
time. Petrovskaya Hotel. How can I help you?
D Hi there! I'm Donald Golubkov and this
is my wife, Rachel. We have a reservation.

R May I have your passports for a moment,

please?
D Sure thing. Rachel, where did I put my
passport?

RG Donnie, honey, I have them in my for a hotel with a good-sized triple room I can do for you. I ca n let you have the
handbag, remember? Here you go. and family facilities. The children are happy room until 2 p .m .
R Thank you, Mr and Mrs Golubkov. Here if there's a nice big outdoor swimming G How much is that?
are your passports. Your reservation is a pool -preferably more than one. And a R There's no charge.
double room with balcony for two nights. kids' club. it also gives me a chance to G Really? Lovely! Thank you very much for
Your room rate doesn't include breakfast. relax or read for a few hours during the your help.
Would you like breakfast in the morning? day. I like to check before I book that the R You're welcome.
D How much is it? meal-times in the hotel are child-friendly
R Four hundred rubles per person. and that the menu includes enough 2
RG What's that in dollars, Donnie? options for them. Oh, and a good laundry
D I have no idea but it sounds expensive service is important, too, if we're staying R = Receptionist, G = Guest
to me. W e'll pass on that one. for more than a few days. If my mother
R Sorry? comes on holiday with us, we sometimes R Reception.
RG That's a 'No' to breakfast. use the babysitting service and I take her G Hello, this is Mr. Peterson in room 415.
R OK. Could I have your credit card, out for dinner one night. I just checked in .
please? R Yes.
D Sure. 5.5 G I asked for a room with a double bed
R Thank you. Can you sign here, please? but this room has twin beds.
Here's your credit card. And here are your A What does it say on the website? R it's the same rate for a standard room.
key cards and the room number is here. B it seems affordable. A single is US $95 in G That's not the point. I'd like a double
Your room is on the fifth floor. the summer season. A double is US $115, room not a twin room -that's what I
D Thank you. a triple is US $140 and a family room, for a booked. And there's another thing. I
R Please remember to carry your key cards maximum o f four, costs US $170. We can expected a nicer room than this for my
with you at all times. The security guard will save money if we share a room with my money.
ask to see them when you enter the hotel. parents. R What's wrong w ith the room?
Do you need any help with your luggage? A Are you joking? G Well, let's see. The furniture is old and
Shall I call the porter? shabby, the towels are hard and paper thin,
D No, thank you. We only have these two 2 the light switch is broken and there's no hot
suitcases. A I thought the shuttle from the airport to water in the bathroom.
RG Donnie, are you crazy, with your bad G Hello, are you still there?
back? Yes, please, we'd like a porter. the hotel was a complimentary service but R Yes.
R Certainly. My name is Nikolai, if there is they charged us 20 euros per person . G Well, what are you going to do about
anything we can do for you, please contact B Really? I thought it was always free. this?
us at reception. Enjoy your stay at the A Then, there was a bottle of water on the R You want fresh towels?
Petrovskaya Hotel, Mr and Mrs Golubkov. desk in the room. That cost us five euros G Towels! Are you listening to me?
D Thank you. How do we get to our room? when we checked out. And we also had to R Yes, yes. I'll send someone from
R The lift is just over there, and the porter pay a six-euro tourist tax each, which we maintenance to check the water and the
will show you t o your room . didn't know about. light switch.
B No way! G No, no, I want a double room.
5.3 A Oh yes. Fortunately, I studied t he hotel's R There are no double rooms available.
list of telephone charges and used my We're fully booked this weekend.
When I'm travelling on business, I don't mobile instead. G Well, why didn't you say that earlier?
usually spend much time in my hotel room. Look, I'm coming down to talk to your
Even so, I want to have a comfortable 3 manager.
place to sleep, shower and work. I need A I need to ca ll Malaysia. What do I dial?
a fast Wi-Fi connection in my room and B From Europe you dial 0-0 and the 5.7
enough power outlets so I can charge my country code, 0-6, and then the area or city
cell phones and laptop easily. Some chains code followed by the number you want. Most European guests are happy with the
now offer rooms with work desks, which A Hold on! I have to write this down. 0-0 room sizes. it's usually the North Americans
is great. A voicemail service also makes and the country code, 0-6. The city code. and Australians who expect bigger rooms.
my life easier, and the option to reserve a I don't know that. What's the city code for We should offer guests an upgrade to a
meeting room if I need to. Before I book Kuala Lumpur? junior suite on check-in if one is ava ilable.
a hotel for a business trip, I call them B Kuala Lumpu r is three. So you dial 0-0, it's only another 10 euros and the room
directly and ask if the hotel has any guest 0-6-3 and then the number. is twice the size. Also, we should email in
rooms specifically designed for business A Got that. Great, thanks. advance and tell families what to expect
travellers. I expect the hotel to have a if they want to put a child's cot in the
business centre which has equipment like 5.6 standard rooms.
a printer and a colour photocopier- and
it's an enormous help if th is has 24-hour G = Guest, R = Receptionist 2
access. I also want there to b e someone
available to provide technical support if G Hello, we're checking out tomorrow and Lots of guests arrive for weekend breaks
there are any problems. 24-hour room I just wanted to confirm our late checkout. on a Friday evening on low-cost flights
service is a life saver when I've spent the We're in room 312. from all over Europe. We should check the
whole day in meetings. The other essential R OK, let me just have a look. Oh, I'm flight arrival times and make sure there are
is a good movie channel, so I can put my afraid I don't have a record of a late enough staff on reception when there is a
feet up and relax at the end of the day. checkout for you. busy period like that. Otherwise guests get
G Well, it mentions t he option of a late frustrated and impatient.
5.4 checkout on your website and I requested
it when I booked the room online. But I 3
My needs are very different when I'm on didn't get a reply.
holiday with the children. I'm divorced with R OK. Guests should really phone the We had a few very busy nights in the
a six-year-old daughter and a four-year-old hotel t o ask for a late checkout. restaurant last month when some waiting
son. If it's just the three of us on holiday G Well, it doesn't say that on your website. staff were off sick and we had two new
And I used the special requests box on the members of the team. They were obviously
tO§Mh~r. I alway~ likt? to go somewhere site. slower than the others and forgot t o serve
R I understand. I'm sorry if the website one or two customers. The duty manager
with a lot of attractions and facilities for the isn't clear. Just a moment, let me see what
children, like a theme park or beach. I look didn't phone me to tell me the situation.
We should have a list of staff phone
numbers to call people who are off duty
in cases of emergency like that. The cafe
staff do a good job but one or two of them

don't speak very good English and they S = Sandra Kellerman, H = Henry Martins perhaps some salad or soup, or a sma ll
are a bit shy around the guests for that S Hello, Sandra Kellerman speaking. pasta dish.
reason . H Hi, Sandra. it's Henry Martins from P&K B Appetizer? Really? In the UK we usually
Sports here. say that's the starter. What about the main
4 S Henry! Good to hear from you. part of the meal? We call that the main
H Listen, we're organizing a big marketing course.
The majority of our guests know what event next month, on the 25th of June. A Yeah, in the USA we can say the
to expect when they come to the hotel. We're expecting a lot of people, and we main course or the entree. And people
They love the fact that we are a 'green' need some food- a buffet. Can you do the sometimes ask for side orders with
hotel and they understand why we don't catering? the entree. These come on separate
have some equipment in the rooms and S The 25th. Yeah, sure. Just give me p lates and are usually extra potatoes or
why we use smaller towels. Some guests some details. How many guests are you vegetables, or a side salad.
are unhappy that they have to come expecting? B Yes, that's more or less the same in the
to reception to ask for shower gel and H We're not sure yet. We sent out 1,500 UK. Is the sweet course at the end of the
shampoo. But I don't think we should invitations and there are about 300 meal called the dessert?
change things. employees here. A That's right. We use the same word for
S So that's around 1,800. I know it's that.
Unit 6 impossible to get an exact number but
can you confirm the guest numbers a week 6.5
6.1 before, say on the 17th?
H OK. How much will it cost? Can you give W = Waiter, C1 = Customer 1,
S = Shop Assistant, C1 = Customer 1, me an estimate? C2 = Customer 2
S Well, it depends on what kind of buffet
C2 = Customer 2 you want. Is it breakfast, lunchtime, or W Are you ready to order?
S: Next, please. dinner? Is it formal or informal? C1 Well, yes, nearly. We just have a few
C1 Hi, we'd like to order some H it's an evening event but the plan is to be questions about the menu. What kind of
sandwiches. very casual and relaxed. sauce does the seafood salad come with?
S: Sure. To eat in or take away? S I see. Would you like some menu W I believe the dressing is made with olive
C1 To take away. I'd like a chicken options? Then you can see the price per oil, vinegar, yoghurt, mayonnaise, mustard
sandwich. head and make your selection. and fresh lemon.
C2 And cheese and tomato for me, H Yes, great! You have my email, don't C1 Sounds delicious. Could I have the
please. you? dressing on the side?
S OK. Would you like sliced bread or S Yeah. I'll send them to you today. What's W On the side?
a baguette? The baguettes are freshly the location for the event? C1 Yes, on a separate plate.
made. H We've hired Marley's Golf Club. W Well, it's usual to serve the dressing
C1 OK, I'll have the baguette. S Good. I know the place. There's a lot of with t he salad.
C2 Sliced bread for me. Do you have space there. I' ll need to visit the club to see C1 I understand. it's just that I'm a diabetic
brown bread? how we can organize the buffet stations. and I have to watch my cholesterol and fat
S Yes, we do. So that's a chicken baguette Will they do the drinks? le v e ls.
and a cheese and tomato sandwich on H Yes, that's right. Sorry, forgot to mention W Of course, madam. I'll make a note for
b rown bread. Would you like any extra that. the chef. And for you, sir?
fillings? S So you don't need any beverages? C2 I'll have the chilli prawns. Oh, hold on,
C1 Yes, please. Can I have some salad in H No. I mean, yes. We'd like some tea and is there garlic in that?
the baguette? coffee. You know, some hot beverages. W Yes, the prawns are fried with lemon,
S OK. Would you like some homemade S OK. And how much time do we have to chilli and garlic.
soup with that? Today's soup is chicken prepare the buffet and clean up after? C2 No garlic for me, thanks.
and mushroom. H Good question. Listen, I have an idea . W And for the main course?
C2 Sounds tasty. Yes, please. Let's visit the golf club together and we can C2 What's beef Milanese?
C1 Not for me. Thanks. discuss it with the club manager. W it's beef coated in egg and
S: And what would you like to drink with S Good idea. Let's see, I'm available on ... breadcrumbs, and then fried.
that? C2 Have you got any meat that isn't
C1 A bottle of sparkling water for me, 6.3 covered in sauce or breadcrumbs?
please. W I suggest you try the Bistecca Alia
C2 I'll have a coffee. Do you do decaf? The seafood salad comes with a creamy, Fiorentina or Florentine steak. it's a
S Yes, we do. Regular or large? lemon dressing made with olive oil, vinegar, popular d ish in Tuscany, cooked in the
C2 Regular will be fine. yoghurt, mayonnaise, mustard and fresh most simple way possible, with a little olive
S Would you like some desserts? We have lemons. o il and seasoned with sea salt and lots of
a great selection of homemade cakes and b lack pepper, then grilled to a medium
muffins. 2 rare perfection.
C1 Those do look appetizing. I think I'll C2 That's exactly what I want. What does
have a blueberry muffin. Our Florentine steak is seasoned with sea it come with?
C2 And me. No, make mine a chocolate salt and black pepper, and served with W it's served with white beans.
brownie. white beans. C2 Not for me thanks. I'm a meat and
S Would you like to pay for that together potato man. Can I have a side order of
or separately? 3 fries?
C1 Togeth er. W Sorry?
C2 Separately. Try our tasty beef Milanese. it's coated in C2 A plate of fries with my steak.
C1 No, I'll get th is one, Claudette. My egg and breadcrumbs, and then fried. W We don't usually . .. I'll see what we can
treat. do. And for you, madam?
C2 OK, thanks very much. 4 C1 I see the tuna steak comes in a tomato
C1 Together, please. sauce. Would it be possible not to put any
S So that's fifteen euros fifty altogether, The chicken is marinated in lemon juice, sa lt in the sauce?
please. o live oil and garlic for 24 hours, and then W I' m afraid the sauce is already prepared,
barbecued.
C1 Here you are. madam. You could order the tuna without
6.4 the sauce, and I'll make a note of your
S That's four fifty change. I'll just get your request for no salt with your fish.
order ready for you. A In the USA the first part of a meal, or the C1 Thank you .
first course, is the appetizer. it's a small dish
6.2 of food before the main meal. You know,

6.6 small jungle lodge near there for three 7.4
nights. We're going to spend tomorrow
C = Consultant, R = Restaurant Owner at Parque Nacional Manuel Antonio on Part One
the Pacific coast. There is lots of wildlife to Good morning, everyone! I'm Janusz
C Well, now let's look at why the sales are see there. Remember you'll want to wear Karpowicz from the northeast Poland
low this year. I think the first problem is the a bathing suit and bring a towel- the Tourism Association and I'd like to talk to
menu. park's magnificent beaches are perfect for you about Poland's best kept secret. So to
R What's wrong with the menu? it's always swimming and sunbathing. And a word of start with, I'd like t o ask you all a question.
been popular in the p ast. warning- don't feed the monkeys. Have you ever heard of the land of a
C Yes, I know. But I'd cut some of the meat thousand lakes? Where do you think it is?
dishes. On day three you have a choice of two Poland? T hat's right. In Polish we cal l it the
R But meat is the centra l concept of our tours from Boca Damas: a horseback Mazury and we think it's the most beautiful
restaurant. ride with a local nature guide to Tocori lakeland area in Europe. Today I want to tell
C Yes, I'm not saying don't have any meat Waterfall, or kayaking along the coast. you about a very special nature resort it's
dishes but people's tastes are changing. This tour includes a snorkelling break. the stunningly beautiful Masuria Pa radise
R I see. in northeast Poland. So why is the Masuria
C Another point is the decor and On day four we're heading north to the Paradise resort unique? One of the reasons
lighting. it's quite old-fashioned and dark. Rain maker Conservation Project. Again is our guest accommodation, which is not
You know, it's usually the woman who there are two options: a gentle forest like anything else in the region. Our visitors
decides where to eat these days and a walk to a river where you can swim, or stay in traditional wooden lodges built
fresher, brighter look would attract more the nature trail complete with suspension around a small lake with spectacular views
customers. bridges between the treetops - a perfect across the water and surrounding forests.
R A new decor you say. Sounds expensive. place to spot the wildlife and learn about We offer an amazing range of water sports
C lt doesn't have to be. I've seen some the rainforest from the local guide. including canoeing, sailing and swimming
lovely bistro restaurants with second-hand -the lake has a swimming area that's also
tables and chairs. Now let's look at some 7.2 safe for children. There are also outdoor
other opportunities you have to attract activities such as cycling,
more customers. I see you don't have a set Part Two bird-watching, tours of the local nature
menu at lunchtime. I also think that your reserves, or mushroom-picking in the
portions are big and customers often leave T = Tour Director, T2 = Tourist 2, forest. Out of high season we also organ ize
food on the plate. You could reduce the conferences and receive specialist
portion sizes and waste, to reduce costs. T3 = Tourist 3 groups, for example, bird-watching
R Yes, I suppose that would help to sell T On day five we're going to drive a enthusiasts, or companies o n training
more desserts. short distance along Highway 34 to Jac6 courses. We specialize in team-building
C You shou ld also consider special diets for a three-night stay in a nature lodge activities including sailing courses,
and introduce more healthy options. I near there. From there we're taking the archery competitions and horse-riding.
mean, just one vegetarian dish on the Pacific Rainforest aerial tram. That's a As well as daytime activities, we also
menu isn't enough. ride through the treetops on open-air offer our guests a programme of evening
R But it doesn't sell very well. gondolas. You'll get some fabulous views entertainment including concerts in our
C True. But that's probably because a of the Pacific coast from there. popular underground cafe. We have
veggie burger isn't very appetizing and regular barbecues and guests take part in
this is a meat restaurant. If you have more We're going further up Highway 34 the singing by the campfire under the stars.
seafood and vegetables dishes, you ca n next day to Tarcoles where we're taking When you visit, I'm sure you w ill agree our
change the concept a little and attract a a boat safari from the village up the river nature resort is an undiscovered paradise in
new type of customer. Have maybe one Tarcoles to see the crocodiles. Keep your Poland. Thank you for your attention. Right,
or two things on the menu indicated as hands inside the boat because these I'll be happy to take any questions now.
vegetarian or suitable for diabetics, or low- reptiles can get very close.
ca lorie. People love that. T2 Are there many of them? 7.5
R OK. I'll have to think about it. T Oh, yes. I'm sure you'll see a lot o f
C So, what are the threats to your crocodiles. People have counted more Part Two
business? than two hundred in a kilometre and a
R A big one is the fluctuating food prices. half. J = Janusz Karpowicz, T1 = Tourist 1,
Meat is getting very expensive, especia lly T3 Wow! T2 = Tourist 2, T3 = Tourist 3
lamb. T On day seven we're going to visit
C Yes, that's true. Another good reason to Parque Nacional Carara with some of the J OK, so does anyone have any questions?
have fewer meat options. And there is also most varied forests and wildlife in Costa Yes?
a changing attitude to food and eating Rica. On day eight, you have the morning T1 How far are you from the nearest town?
out. People expect something more ethnic free to explore Jac6, take a surfing lesson, J We're about 10 km from the nearest
these days. I think a few Mediterranean or go shopping for souvenirs, or simply relax. village. But we can arrange minibus
Asian dishes on your menu would be really In the afternoon, we're flying back to San transfers from other towns.
popular. Try some fusion cooking. Jose from Jac6 airport for the last two T2 Can guests use their mobile phones in
R Yes, maybe. I like Thai grilled beef salad nights of this tour. I'm sure you'll have the area?
myself. lots of fun. Any questions so far about the J Guests can't use their mobile phones in
itinerary? the forest. But we have phones in the main
Unit 7 building. We usually find people come to
7.3 Masuria Paradise to get away from work
7.1 and the city.
Victoria Falls o r Mosi-oa-Tunya is the T3 You say Masuria Paradise is a nature
T = Tour Director, T1 = Tourist 1 largest waterfall in the world. lt is located resort. In what ways?
in southern Africa on the Zambezi River J Well, basically, we offer simple
Part One between the countries of Zambia and accommodation in unspoiled countryside.
T OK, folks listen up. Here's some Zimbabwe. The falls are 108 m high and We also have food that is loca lly sourced,
information about our itinerary. We're 1.7 km wide . erm, loca l food, whenever possible,
leaving San Jose at 6 a.m. tomorrow. on our menu. And we are respectful of
2 the environment. And you won't find
T1 Six o'clock!
T Yeah, it's bright and early. We're flying The Fish River Canyon is located in the motorboats on the lake compared to some
south of Namibia. lt is the second largest of the bigger lakes in the region. We are
south to Ouepos and we're stayi ng in a p leased to have accreditation from the
canyon in the world and the largest in European Association for Nature Tourism
Africa. The canyon is 160 km long, up to
27 km wide and almost 550 m deep in
places.

and we m ake an effort to keep to its C A nd your price list doesn't include B Restroom? Ah, yes, the toilets. Go right
standards. the additional insurance for some o f the here. Then go straight on past the check-
activities, like for white-water rafting. it's in d esks. When you get to the end, turn
T1 You say you're organizing an open day not good to find out about things at the left. They are on the right just after the
last minute. You should clearly mark extra lifts. I mean elevators.
for tourism professionals. When is it? charges in your prices. A So, that's past the check-in counters,
J Oh yes, good question. it's the first P That's been very helpful. Thanks. and turn left and t hey're on the right?
weekend of next month. If you leave B That's right.
me your email addresses, I'll send you Unit 8 A Thank you.
the details. Well, if there are no more
questions, please feel free to take a copy 8.1 2
of our brochure and my card . A Is t his t he Tourist Information Office?
Heathrow is one of the world's busiest B No, this is the Airport Information Desk.
7.6 airports. There are over thirteen hundred If you want Tourist Information, you should
fli g hts a day, carrying on average 190,000 go across the termina l, past the cafe and
C = Customer, P = Professional passengers. Heathrow deals with nearly 69 the airline offices, and then turn right. it's
million arriving and departing passengers on the left between the car rental offices
C We like the people at Wero. Your staff every year. And most incredible of all, and the hotel reservation desk.
are really helpful and friend ly but we'd Heathrow has only t wo runways for almost A So it's at the other end of the building,
like to do something more adventuro us half a million flights a year, making it the between the car hire offices and hotel
this year. So we're thinking of booking busiest international air space in the world. reservatio ns.
with Manu Adventures. They can o ffer us BYes.
bungee jumping, flightseeing and hot air 8 .2
ballooning. I mean, we can go tramping 3
and mountain biking any time. Wero's A Terminal 4 departures. €35.50 please. A How do I get to the departure gates?
activities are a bit too easy and a bit B How much? I'm in a hurry.
boring, to be honest. A €35.50, sir. B You need to go right here, past the
P OK, thank you. Could you t ell me, is B But the m et er says €31.00. check-in desks. Then take the escalators
your group interested in water sports like A There is a supplement of €4.50 on the or the lift to the first floor to go through
jet boating and skurfing? fare to and from the airport. security. Then follow the signs for your
C Skurfing? That's a mix of water skiing B Oh, I see. Can I have a receipt, please? gate number.
and surfing, isn't it? A Certainly. A Cheers.
P Yes, it's very popular on rivers. 2 4
C lt sounds fun . But we don't want A Can I have your passport and board ing A Excuse m e, which way to the airport
anything too expensive. We need to be pass, please? bus?
rea listic about cost s. B Yes, here you are. B Go through the exit door on the left
P Yes, I see Manu Adventures charge high A Do you have any baggage t o check in? and turn right. You'll see the bus stop just
prices for their packages. B Yes, please. This suitcase. Can I take two outside the terminal building.
C Yes. But they include a lot of different carry-on bags? A Thanks a lot.
activities. A I'm afraid passengers are only allowed
one piece of hand baggage plus a laptop 8.4
2 or handbag.
B OK. So I'll check the big bag and take I = Interviewer, A = Air Traffic Controller
C = Customer, P = Professional this one with me o n board.
A Do you have any liquids o r sharp objects I Which airport do you work at, Santiago?
C The equipment was fine for the in your hand baggage? A Actually, I don't work at an airport. I
activities. But why don't you offer more B Erm .. . Oh, yes, I do. work at an Area Control Centre.
extreme water sports like jet boating and A Well, you have plenty of time before I I see, so you d on't work in an airport
skurfing? your flight if you want to repack your cases. control tower and you don't see the
P That's a good idea. What about B Repack? What, here on the t erminal planes?
SN U BA ®d i v i n g ? floor? A That's right. You see, air traffic control
C SNUBA'~ d ivi ng? A Yes, you can go just over there. is divided into a number of different jobs.
P it's like scuba diving but the divers B OK, I'll do that. Where did you say? The job of the controllers who work at
breathe through a lo ng tube which is A Just over there on your rig ht. airports is to help the pilots during take-o ff,
connected to a scuba oxygen tank. There as they fly the planes out of the airport,
is no heavy diving equipment and you are 3 and during landing, when they arrive. At
never far from the boat w ith t he oxygen. A Please remove your coats and jackets, peak times, there is a lot of traffic at big
C Sounds interesting. Do you need t o be belts, watches, jewellery, mobile phones, int ernational airports and airport t erminal
very sporty to do it? keys and metal items, and put all items controllers are responsible for directing all
P Not especially. it's great for beginners in a tray for X-ray. Excuse me, sir, are you this. They coordinate all the different take-
and o lder people. Was there anything else carrying a laptop in that bag? off and landing times, make sure that the
you'd like to tell us? B Umm, yes. aircraft have enough room to manoeuvre
C Just that we'd like to try jet boating, A Can you take it out of the bag and put it and that there is a safe distance between
skurfing and SNUBA®divi ng next time. in a tray to go through the X-ray machine? them. The en route, or area controllers, like
And I think you should have discounts for B Sure. me, help to guide the pilots and direct air
large g roups. A OK, sir. Can you walk throug h the metal traffic fl ow between airports. We use radar
P Discounts for groups. I see. Well, thanks detector? and computer systems to follow the exact
very much for your feedback. B it's my knee. lt happens every time I go position of each aircraft in flight.
through security. I had an operation and
3 there's a metal p late in my knee, you see. 8.5
A OK, could you step over here, please?
C = Customer, P = Professional F = Flight attendant, P1 = Passenger 1,
8.3
C Some of the equipment was old and P2 = Passenger 2
not safe. A nd, although o ur instructor A Excuse me, w here's the nearest F Hello guys, is everything all right? Are
was rea lly friendly and a great person, he restroom? you enjoying the f light?
wasn't very enthusiastic. I thin k you need
some younger, more energetic staff. P1 Yeah, sure. W e' re having a great time.
P Oh, OK. Anyth ing e lse? F That's good. Listen, could you keep the

<;; Yes, yol.l shoYid offer more exciting noise down a bit?
P2 Why? Who's complaining?
activities like g lacier trekking, flightseeing,
or jet boating.
P I see.

F it's just that you are a big group and Unit 9 I I see, and what about more major work
you are making a lot of noise. We can hear for a hotel?
you all over the plane. lt might disturb the 9.1 D Well, when a hotel wants to upgrade
other passengers. or increase room rates, or the number
P1 OK. Guys, guys keep it down a bit. Can R = Ray, M = Matilda of guests, it wi ll change complete guest
I use the toilet? floors.
F I am afraid the 'fasten seat belt' sign is R Hello, Matilda, isn't it? How are you I You mean, replace bathrooms, or extend
on now. You see, we are descending into the hotel and build new guest rooms?
Madrid soon. today? D That's right. Hoteliers sometimes want
P1 Oh dear, it's just that I'm a bit M Fine, Mr Kavanagh. to add air conditioning, or introduce
desperate. R Oh, call me Ray. Have you done all the modern facilities, for example, IT services
F lt won't be long before we land. rooms on the third floor yet? and in-room entertainment, like flat screen
P1 Right. Well then, I'll just have to wait. M No, I haven't. I've just finished room 1Vs.
F Thank you. Enjoy yourselves in Madrid. 303. I And what about customer expectations?
What changes have we seen?
2 R 303! That means you haven't done the D Well, we've seen a lot of innovations in
the business and luxury sectors. Boutique
F = Flight attendant, other seven rooms yet! hotels have set new standards in interior
A = Announcement, P = Passenger M No, Mr Kavanagh. I mean, Ray. decoration, especially for younger guests.
Customers today are attracted to stylish
P Oh, what's that? What's that? What's R Never mind. I know it's your first week. design or services, such as pools and spas
happening? Why's the plane shaking like and conference facilities for corporate
that? What's that noise? I'll ask Maureen to help, OK? guests.
A Ladies and gentlemen, the pilot has M Thanks.
switched on the 'fasten seatbelt' sign. R Let me check this room first. Let's see. 9.3
Please return to your seats and fasten your Look, you've missed a b it here on the
seat belts until the sign is switched off. mirror. And the toiletries go on the right, R = Receptionist, S = Susan Meyer,
P Excuse me .. . Excuse me, what's just so! P = Pieter Meyer
happening? M Sorry.
F We're just passing through an area R Not to worry. Practice makes perfect! R Good morning, Mrs Meyer. How may I
of turbulence. Don't worry, it's perfectly Oh dear, I'm afraid the floor is not up help you?
normal. to standard. See, you haven't done the S I'd like to check out please. I asked for
A Cabin crew, please take your seats. corners very well. Could you go over those the bill yesterday evening but I have a
P Oh, no! Oh no, we're all going to die! again, please? couple of questions.
F Please rest assured everything is fine. M Sure. R Yes, of course.
The turbulence will be over in a few S Could you tell me what this charge is
minutes. In the meantime, just remain R And have you checked the number of here for €80.50?
seated with your seatbelt fastened. We'll R That's the cost of a third person in your
continue the food and drink service when towels, linen, and clothes hangers? room, for your daughter.
the 'fasten seat belt' sign is switched off. M The hangers? I thought they were anti- S But I thought you charged a different
theft ones, ones the guests can't steal. rate for chi ldren under 12?
3 R Yes, they are but we still need to R That's right. it's minus thirty percent, so
count them. The number of things that we've only charged €281 .75.
F = Flight attendant, P = Passenger disappear from our rooms! Oh, look the S And what are the €30 for? lt says
guests have left you a tip. I've already cafeteria but we only had a couple of
F Please have your passport and boarding explained our tipping system, haven 't I, coffees and some ice creams one day. lt
passes ready for .. . Excuse me, sir. I'm Matilda? should be ten euros, not 30.
afraid that suitcase is too big to take on M No, I don't think so. R Let me check our records for the
board. cafeteria . Ah, I have receipts for ice creams
P What? R Well, we always share the tips at the and drinks from the 30th, the 31st, and the
F I'm sorry, that suitcase is too big to take 2nd.
on board as hand baggage. end of a shift. S Oh. Pieter, do you know anything about
P But I always take this bag on the plane. M We share the tips? this? Did you have ice creams and drinks
F I'm afraid we have a full flight today and R That's right, between all the without me on two days?
we have to be strict about the allowance. housekeepers. I'll take this for now, all P Uh, yes, I think we did a couple of times.
P Don't be ridiculous. right? And I'll go and see if Maureen has S OK, sorry about that. But we definitely
F I'm sorry but we'll have to check your finished her rooms yet. didn't have any orange juice in the
bag in here at the boarding gate. M That was $20. restaurant on the 31st. I remember
P Well, I'm not at all happy about this. R And remember, we've got a group we ordered some fresh juice and then
F That will be €45, please. checking in at 2 p.m. So, hurry, hurry! changed our minds.
P What? No way! I don't believe this! We haven't got all day! R I'll just check. Yes, there seems to have
You're going to charge me? M Yes, Mr Kavanagh. been a m istake there. I do apologize about
F Yes, there is a charge. that, Mrs Meyer.
9.2 S That's OK.
P But my ticket only cost me €60. This R Do you have any other questions?
I = Interviewer, D = Davis Langdon S The seven percent is VAT, isn't it?
is totally unacceptable. You people, you I Today I'm talking to Davis Langdon, R Yes, and VAT is already included in the
overcharge, you lie, you ... expert in hotel refurbishment. Mr price. The total amount is now ten euros 50
F Look, the airline's regulations are very Langdon, why is refurbishment important? less. And the total amount should now be
clear- if you don't pay to check in your D Hotels need to refurbish regularly to €1,182.25.
baggage online, you have to pay a fee of maintain customer loyalty, or room rates S And I paid 20% when I booked.
€30 at check-in. And at the boarding gate and stay competitive. There are basically R Exactly. So the balance due is now
it increases to €45. Right? two types of refurbishment, depending on €964.90. I'll print a new folio for you.
P This is outrageous! I'm going to the work done: refreshment and complete
complain about this. remodell ing. S Thanks.
F Yes sir. Please stop shouting at me - it I How often do hotels usually refresh
doesn't help. You can send any comments rooms? And why?
and complaints via our web page. Thank D Hoteliers typically refresh every five to
seven years. Perhaps they need to add
you. new fittings, or make changes to rooms
to make sure the hotel stays competitive.
P I want to speak to your supervisor right This can mean replacing furniture like
now. beds, chairs and bedside tables, fittings in

b<~throoms like taps or shower screens, or

installing new lighting. But it can simply be
changing door sizes, making doors bigger
to accommodate larger trolleys.

9.4 E First, have Clean ing o n Wheels ever and other languages. The desk clerks
done a job like this before? You're a sma ll mention my name when guests check
R = Receptionist, S = Susan Meyer compa ny. in. But visitors usually want to go directly
R OK, so you'd like to check out now. Will C2 Yes, of course, lots of times. We're the up to their room when t hey arrive, so it's
you be paying with the same credit card? best in New Hampshire I Didn't my brother best to talk to them during their stay. This
S Yes. Evan tell you? means I sometimes sit in the hotel lobby
R Could you enter your pin number here? E Evan, our new front desk clerk? Yes, he and tell guests about our special deals,
How was your stay with us? recommended you. But I have a few more promotions like four nights for the price of
S Great. And we loved t he food- the new questions for you, Ms....? three for advanced bookings, you know, to
chef is excellent I C2 Tracy, just call me Tracy. encourage return guest s. That 's what you
R I'm glad to hear it. Here's your receipt. E So, Tracy, what type of cleaning products call 'upselling'.
S Thank you. Has our taxi arrived yet? do you use? Do you use chemical agents?
R No, not yet. It' ll be about five minutes. C2 Well, we use all the well-known brands 3
Do you need assistance w ith your of course. But we try not to use too much
luggage? bleach or anything too strong. I work for an international marketing
S N o, thanks, we're fine. E And how much will it cost for a agency. W e're currently working with
R Thank you for staying with us, Mrs clean-up? Can you give me a quotation? the Tourist Board of South Korea. We're
Meyer. We hope to see you again soon . C2 Well, we charge by the hour and the creating a new, exciting ca mpaign
Have a good journey! rate is $12 an hour. But if it's a big job, I'm promoting South Korea to tourists and
All Bye/Adi6s! sure we can come to an agreement. foreign investors. The slogan of the last
E That sounds reasonable. And how long campaign was 'Korea: b e inspired'. How
9.5 do you think you would take? do we create a marketing campaign?
C2 lt depends, Emilio. If you have four Well, we have brainstorm ing meetings,
C1 = Contractor 1, E = Emilio cleaners working eight hours a day, that'll and we choose the best ideas, then we
C1 C lean and Sheen. How can I help you? cost you 384 for an eight-hour day. But I work on t he marketing plan and turn our
E Hi. We're interested in contracting you could o rganize two teams with two shifts a ideas into rea lity. We will write a script
for a big post-refurbishment cleaning job. day - that' II be faster. for the TV commercial, and organize
Would you be able to give us a quotation? E I see. Well, we've allocated three days interactive screens in shopp ing malls
C1 Yes, we're experienced in post- before reopening. or perhaps outdoor advertising on the
refurbishment cleaning. I need to ask you C2 Three days? N o problem. Evan tells me subway. Before, we usually placed print
some questions first. How big is the hotel? t his is for next week, right? advertisements in business newspapers
E We have 52 suites and 24 apartments. E Yes, as soon as possible. and m agazines. But nowadays we can
C1 Have they all been refurbished? C2 Listen, why don't I come by at 4 p .m. create more interest with online videos
E No, just the 52 suites. and check out the surfaces and windows. and social media, like Facebook and
C1 And what about the public areas? E Today? Yes, that's fine. See you at fou r tweets.
E There's the restaurant, bar, pool and then.
new spa, and the hotel lobby of course. 10.2
C1 Spa and lobby, I see. Unit 10 The Wi-Fi situation in hotels drives me
E Can I ask what type of products you crazy and when they charge for hidden
use? Do you use any chemica l agents? 10.1 extras, such as using the gym or other
C1 N o, we make sure that all our products resort facilities. If luxury hotels continue
are environmentally friendly, for example, I work for the local tourist office. At the to charge ten dollars for Wi-Fi, they'll
for wi ndow cleaning we use purified water. moment I'm g iving out flyers for a South lose guests, especially business guests.
And we always use the lat est equipment Korean folk village. The village has 260 Travellers want value for their money
and modern methods like pressure traditional houses of the Joseon Dynasty. and most m id-priced hotels don't
washing. Visitors can see how South Koreans ate charge for Wi-Fi.
E Sounds good. Can you give me a dressed and lived in the past. You can '
quotation? see handicrafts like pottery, baskets and 2 In the next ten years the airline industry
C1 Well, our standard rate is about $15 bamboo products. it's a good way to get is probably goi ng to make 35 percent
per hour. to know our culture and customs. There's of their sa les from extra charges. I
E And how long wi ll the clean-up take? music, dance, acrobats, a traditional don't think they're going to give up
C1 Ah, that depends on the number of wedding and a tea ceremony. Only costs charges like baggage fees. But I hate
floors, if there are many stairs, and the size 15,000 won. Take the bus in front of Suweon it when airlines promote one price to
of the areas. How much time have you Station. Here, take a leaflet. customers, then charge a different,
allocated for cleaning? higher price when you book your f light .
E About three days. 2 And if low-cost carriers charge for using
C1 I see. We usually recommend one the restroom or toi let on fli g hts, other
week for a b ig clean up operation. And I work in the marketing department for a ai rlines wi ll probably do the sa me.
when is this for? four-star ho tel in Seoul. Visito rs love Seou l
E it's for next week. because it is a m ix of the o ld and new: 3 I think if solo travel becomes more
C1 Would you like us to send someone there are temples, palaces and pagodas popular, cruises and hotels will stop
over tomorrow m orning for a consultatio n? but also modern skyscrapers and neon charging sing le supplements. There's
E Great. lights. We have a lot of business guests a huge market for baby boomers,
C1 What about 9 a.m.? because South Korea is a centre of finance especially o lder women who are on
E Nine in the morning? Yes, th at's fine. and many int ernation al corporations their own but w ant to get o ut and do
have their headquarters here. What do things. River cruisi ng in Germany and
9.6 I do in my department? I d iscuss ideas Austria is going to be a b ig thing in
for promotions with the marketing team, the future . it's a very safe way for single
C2 = Contractor 2, E = Emilio for example, electronic postcards of the women to travel.
hotel, on line promotions, like d iscounts
C2 C lean ing on Wheels. for business travellers. I also have to 4 60% of our magazine readers used a
E Hi, it's Emilio M endez here calling from work with a team of designers, website trave l agent last year, w hich surprised
the Devonshire Hot el. I'd like to ask you a designers and translators t o produce o ur me. People will go back to using travel
few questions about the clean-up job we marketing material in Chinese, English agents if there is too much information
exchanged emails about. on line. Travel is getting harder in many
C2 Yes, of course. ways, and travel agents are here to help
you . I think it's a sort of travel therapy.

5 The key word in t ravel these days is
experiential marketing. Travel is al l
about the experience- something

that's authentic and not everyday. C No lira, no problem. We t ake euros A Oh yes? I have friends there. List en, I'll
Travell ers are becoming more interested or pounds. You r husba nd is buying a make you a special deal, because you' re
in very specific things, like food, art, beautiful kilim for you! from Hotel Ephesus. Four loungers for t he
family history, or bird-watching . If T1 But look at the colours, Chri stine- it pri ce of three, and I won't charge for the
consumers have more specific interests, really is a beautiful piece of work. second umbrella . So that's only fourteen
tourism organizations won't be able to C Tell your friends to come t o the Grand TRY. How does that sound?
se ll general packages. Packages will Bazaar and I'll give them a discount, 10 T OK, great. 14 TRY.
become more tailored and customized. percent. And I can give you a special extra A Enjoy your stay in Bodrum!
6 Nowadays there are so many ways t o discount on the rug and cushions- 200
get travel information, and everything TRY for the lot . 10.7
is going digital. My colleagues think we T1 OK.
shou ld do more online vi d eo but I don't T2 Andy! If you pay him, I won't have Bangkok and b eaches. Th at's what most
agree. Most people don't click on travel enough cash to buy a handbag! people think when you mention Thail and .
videos when they look at websites at C A h, if you want a bag, go t o my cousin, Most Asian visitors to Thailand stay in
work. Either t hey don't want their boss Zeki over there . He sells very ni ce bags, at Bangkok. Whilst most Western tourists
to know they're using the internet, or a good price too. visit Bangkok but also Tha iland's beautiful
they ca n't watch videos in the office. beaches in the south and resorts like
10.5 Phuket, Krabi and Pattaya . However, th e
10.3 northeast of Thai land, known as lsan,
B = Bodrum resort representative, has a fa scinati ng, unique cu lture. lsan is
If there is a natural disaster, th e airports V= Vassili situated on th e Kh o rat p lateau, and the
will close. B We are impressed with your CV. Vassili Mekong river bo rde rs this part of Th ailand
2 If the airports close, airl in es will ca ncel and you have been successful at the with Laos. lt is a reg ion unspoi led by ma ss
flights. assessment centre. So, I'm happy to tell tourism and is idea l for travellers looking
3 If airlines cance l flights, passe ngers you, you ca n start with us o n Monday. fo r an authentic trave l experience. Check
won't be able to trave l. Report to me at eight o'clock and I'll out the amazing prices: Nakorn Phanom
4 If passengers aren't able to travel, th ey introduce you to the other ho li day reps in has a th ree sta r hote l th at overloo ks the
will complain . the Bod rum resort. A ny questions? Mekong with a room rate of 850 baht;
5 If passenge rs complain, the ai rlines wil l V Yes. We haven 't talked about the salary that's o nly €21 o r $28! If you t rave l in the
pay passengers co mpensation . yet. northeast, you wi ll discover the wa rm and
6 If airlines pay passe ng ers co mpensation, B Yes. it's 1,700 TRY per month. Living friendly lsan people, and their diverse
t hey wi ll lose money. accommodati on and the un iform is cu lture and hi sto ri c heritage. lsan also
7 If airlines lose money, they will increase included, plus a free flight home once a has breathtaking landscapes, Thai boxing
their prices. year. and lsa n food, famous all ove r Thailand
8 If they increase th eir prices, people wi ll V Sounds good. But doesn't t he co mpany fo r its sticky ri ce and chillies. And sweet
probably fly less. pay for two flights every yea r? mangoes served with coconut cream!
B lt depend s. For yo u it's one fli g ht. Thank you . Wow, th at's hot! Could I try the
10.4 V Rea ll y? My friend Dmitri said he had two mango now, please?
free flights this year.
C = Carpet dealer, T1 =Tourist 1, B A h, yes. it's di fferent with Dmitri. He's an
T2 =Tourist 2 expe ri enced rep who ha s worked fo r us for
C Do yo u want a Tu rkish ca rpet? Best three yea rs. He recommended you. If you
prices in Ista nbul! work wel l, and we're happy w ith you, we'll
T1 Wh at about that one, that rug there? ta lk about it next yea r, OK? Don't forget,
C Ah, this is a qua lity kilim , a traditi onal you get a fo od all owance too .
Turkish rug . This is very high quality and V Oh, of course. Thank you . I'm happy to
handm ade. Look, you can see the specia l start on M o nday, sir.
marking on the back. Can I ask, are you B Good, good. Now, if you come with me,
from Lo ndon ? we' ll have some mint tea and I'll show you
T1 No, Liverpool, up north . where you need to go o n M o nd ay.
C Ah, Liverpool has a great football team .
T1 lt ce rtainly has. 10.6
C This kilim is the very best traditional
craftsmanship . I don't have many left, so I T = Tourist, A = Attendent
ca n g ive you a special price. T Hello, we'd like two lou ngers and a
T1 OK, how much is it? parasol, please.
C 250 TRY. A Two loungers and o ne paraso l? But
T1 250 TRY? Um, that's about 88 pounds. there are four of yo u.
No, sorry, that's too mu ch for me. T Yes, but two of us can lie o n the bea ch.
C Yo u won't find a kilim of this quality A Tsk. Sorry, that's not possible. Thi s area
anywhere else in the market for so littl e. is for loungers on ly.
T1 What if I give you 150 TRY for it? T Oh, I see. Maybe tomorrow.
C Tsk, tsk. A Wait a minute. Pe rhaps I can give you a
T1 I've seen one like this in a shop for special offer, because it's alm ost four. Fou r
150 TRY. loungers for the price of three.
C Tsk. Imitation probably. T Fo ur for the price of th ree? What about
T1 I'll give you 180 TRY for it. the parasol?
C Wha t about these cushions? One ki lim A The umbrellas are extra . If you want four
and two cushions for 220 TRY. lou ngers, you'l l need two umbrellas. That's
T1 220 TRY? 22 TRY all together.
T2 Andy! T No, so rry.
T1 He wants 220 TRY for t he rug and A Tell me, where are you staying in
cushions. Bodrum?
T2 But we haven't got that much cash. T At the Hotel Ephesus.
Let's go.

ENGLISH

FOR. INTERNATIONAL

TOURISM

English for International Tourism is a three-level series designed
to meet the English language needs of professionals working in the
tourism industry and students of tourism in further education. The
course includes authentic material taken from Dorling Kindersley's

acclaimed Eyewitness Travel Guides which explore some of the
world's top tourist destinations.

The series enables learners to:
• develop language awareness
• acquire specialized tourism terminology
• build confidence in the professional skills needed for the

tourist industry
• practise language skills in realistic Case Studies reflecting topical

tourism issues

The DVD-ROM accompanying the Coursebook includes:
• Travel DVDs with accompanying worksheets
• Audio files in MP3 format

Components
e Coursebook and DVD-ROM
e Coursebook Audio CDs
e Workbook and Audio CD
e Online Teacher's Resource Book with accompanying t ests

Recommended reading for the LCCI Engl ish for Tourism exams www.lcci.org.uk

Advanced www.pearsonELT.com/tourism/teachersresources / tourism/teachersresources