english for tourism (1)-dikonversi-dikonversi-dikompresi

English For

tourism

THE

MINI B

CHAPTER I
A. DEALING WITH PHONE CALL

Everyone at your business needs to know how to answer the phone
professionally, not just the receptionist or the customer rep. You never know
when the person who's supposed to answer the phone will be unable to do so and
someone else will be stepping in and picking it up (especially if you're operating
a home business). Even in these days of texting and email, the phone is still most
business's primary point of contact with customers and the way your company's
phone is answered will form your customer's first impression of your business.

There are 10 tips for answering and handling calls professionally:
1. Promptly answer calls.
The average ring takes 6 seconds. If you let the phone ring 5 times, that is equal
to 30 seconds. Picking up to quickly can also catch people off guard. It is a good
practice to answer the call on the 3rd ring.
2. Be warm and welcoming.
During a phone call, you can transmit more than your voice, you can transfer
emotions. For this reason, keeping a warm and helping attitude can leave a
positive impression on your callers.
Introduce yourself and your business.
Have you ever called a business and received a simple, “Hello?” Then “you”

must ask if you are calling “X” business? By introducing your company and
yourself, you let the caller know they reached the correct or incorrect place.
3. Introduce yourself and your business.
Have you ever called a business and received a simple, “Hello?” Then “you”
must ask if you are calling “X” business? By introducing your company and
yourself, you let the caller know they reached the correct or incorrect place.
4. Speak clearly.
There are several key elements you need to follow to clearly communicate with
callers, including: articulate your words, use good posture, slow down and speak
up. Interested in learning more about speaking clearly, check out this article on
Wikihow.com.
5. Do not use slang or buzz words.
In certain industries, like medical for example, professionals are used to speaking
the same language, but what about your callers? Use language they will
understand.
6. Ask before you put people on hold.
Leaving people hanging on a call and unsure of what is going on can agitate
people. Setting expectations on a call is critical. So, if you are going to put
someone on hold or going to transfer them, let them know what to expect.
7. Don’t just put calls through.

Want to confuse people or worse, send someone to uncertainty? When
transferring a call, let the caller know what is going to happen next. Are you
sending them straight to a voice mail or checking to see if that person is
available? By sending them straight through, this can confuse the caller and even
the person receiving the call
8. Be prepared for your calls.
It is normal for people answering the phone to find themselves occupied with 10
other things. But, when you answer a call, your focus needs to be on the person at
the other end of the call.
9. Take messages properly.
When you need to take a message, make sure to take all the pertinent information
like name of the caller, the reason for their call, the best return phone number,
and even which business they are calling from.
10. Summarize the call before it ends.
A key ingredient to great communication is listening. Callers will know you were
listening when you can accurately summarize what their call was about. Also, in
the happen chance you missed something, it’s an opportunity to get it right

VOCABULARY IN DEALING WITH PHONE CALL
1. Break – up

Meaning: Become inaudible over the phone, usually because of a bad connection.
2. Call for someone

Meaning: To telephone for someone or something
3. Call back

Meaning: To telephone someone again or to return a call
4. Call up

Meaning: Call someone on the phone
5. Cut off

Meaning: When a telephone call finishes because of a bad connection.
6. Get through

Meaning: To be connected to a place by telephone.
7. Hang on

Meaning: Wait for a short time (informal)
8. Hang up

Meaning: End a telephone call by putting the phone down

9. Hold on
Meaning: Wait for a short time

10. Pick up
Meaning: Answer the telephone call

B. GIVING HOTEL INFORMATION
Giving Information on a Hotel means providing information about the hotel.
The definition is our expressions to ask questions or to ask about explanations
from what we said to someone else, so we get information from it. Definition of
ask is to say or write something to someone as a way of gaining information ;to
request an answer to a question. Give means that we share information.

VOCABULARY IN GIVING HOTEL INFORMATION
1. Adjoining Rooms

Meaning: Two hotel rooms with a door in the centre
2. Amenities

Meaning: Local facilities such as stores and restaurants

3. Attractions

Meaning: Things for tourists to see and do
4. Baggage

Meaning: Bags and suitcases packed with personal belongings
5. Bellboy

Meaning: A staff member who helps guests with their luggage
6. Book

Meaning: Arrange to stay in a hotel
7. Double Bed

Meaning: A bed large enough for two people
8. Housekeeping

Meaning: Staff members that clean the rooms and linen
9. Jacuzzi, Hot Tub, Whirl Pool

Meaning: A small hot pool for relaxation
10. King-Size Bed

Meaning: Extra large bed

C. HANDLING ROOM RESERVATION
Front office agent handles room reservation inquired by the guest to the hotel.
While handling reservation, he/she should be aware of the information necessary
for the reservation formalities. It may be accepted in any mode or source but the
procedures will be same for all.
Standard Operation Procedures

1. Greeting & Offering Help
2. Ask guest requests (arrival & departure date, type of room, total rooms &

person)
3. Check the availability of room at Reservation chart
4. Sales Dialogue
5. Fill up the reservation form
6. Repeat the reservation form
7. Last greeting

D. HANDLING RESTAURANT RESERVATION

Reservations at restaurants weren’t always as common as they are today.
Centuries ago, restaurants all operated on a first come, first served basis. While
this worked out well, reservations have definitely made it easier for restaurant
owners and chefs to keep the kitchen running optimally because they know
exactly what to expect for a given night. It eliminates food waste, and keeps
guests happy because they don’t have to wait an hour to be seated. While a lot
has changed in the restaurant industry, some things have remained the same.
Restaurant owners still hate food waste and inefficiency, and diners still hate
waiting for tables. While reservations are fairly common, technology has
changed the way reservations are taken, and services like “call-ahead” seating
have become much more popular. You don’t have to take reservations, but if
you’re going to, it pays to do it correctly — or not do it at all. Reservations
benefit both the restaurant and the customer; they make it easy for everyone to
know where they’re supposed to be, which makes your dinner service run
smoothly. If you schedule out correctly, your customers will not be rushed, your
servers won’t be stressed, and you’ll know approximately how many tables
you’re serving in a night. Some restaurants only take reservations for special
occasions, like a holiday brunch.

Just because you have a restaurant doesn’t mean you have to take

reservations. There are several kinds of restaurants that don’t benefit from them.
If your restaurant is a quick service place that’s goal is to get people in and out as
fast as possible, reservations will hinder more than help. A laid back, casual place
(such as an upscale sports bar) might benefit from reservations, but you’ll have a
difficult time getting people to actually take advantage.

Another reason you may not need them is one you may not want to hear: You’re
just not busy enough. A reservation is a symbol of exclusivity. People make them
because they don’t want to miss out. Nothing cancels out that feeling of
excitement and privilege quite like making a reservation for a specific time and
showing up to an empty restaurant. Some restaurants don’t take reservations
because they want to sell more drinks. This is achieved by making people wait
for a table. Where do most people wait? At the bar. A 20-30 minute wait can
mean an additional drink or two person. It also fills up the bar, giving your
restaurant a feeling of fun and excitement. This might not work in an upscale
restaurant where your average guest is older, or a place where a quiet atmosphere
is expected.

E. ESCORTING GUEST

Escorting guest is Take guests to the room / room. The first impression that the

guest gets from the hotel will last and the hotel needs to make sure that a guest
who stays for the first time in the hotel will get all relevant information in an
effective way while he is escorted to his room. The Concierge staff and Bell Desk
team are often the first point of contact and should have good product knowledge
& good knowledge of the city and places of interest to give clear
directions/recommendations to the guests.
VOCABULARY IN ESCORTING GUEST

1. Board
Meaning: Menaikan
2. Escort
Meaning: Mengantar
3. Lead a way
Meaning: Membimbing
4. Point Out
Meaning: Menunjuk

5. Pull
Meaning: Menarik
6. Reach
Meaning: Mencapai
7. Door
Meaning: Pintu
8. End
Meaning: Akhir
9. Floor
Meaning: Lantai
10. Key Card
Meaning: Kunci Kartu
F. TAKING FOOD ORDER

Order taking is a process of recording orders accurately, securing the recorded
data and delivering the same. Servers should offer the guests a beverage at all
meal periods on the first approach to the table. At breakfast, server offers orange
juice, at lunch server offers bottled water and at dinner server offers wine. At
dinner, bottled water is offered to the table before leaving with the
main course orders. All servers should be trained so that they are knowledgeable
of and able to explain the entire menu and also are capable to make
recommendations to guests.
There are 6 tips for Ordering Food in English Like a Local
1. Ask If You Can Get Something
2. Start Off With a Greeting
3. For Here or To Go
4. Yeah or Yes
5. Always Be Prepared for Extra Questions
6. Practice Ordering Food in English (Before You Leave Home!)

G. DEALING WITH CAR HIRE

Car rental services providers with daily rental or contract using drivers or off-
key, the use of these rental cars can be developed as a breakthrough for people or
companies that have no transportation equipment to be used for operations. For
the use of car rental services there are two options: to use the driver or driver that
is often referred to as unlocks. If you use the driver's service then you'll be
charged extra for car rental. But the option of using a driver's extra services will
give you a distinct advantage. Benefit if you use a driver driver between them;
You don't have to be tired to drive, you can take a break, you can enjoy the ride
and make good use of free time with the family. In addition to the presence of a

driver, your ride may speed up. Because most drivers know the alternative route
to somewhere.
Here is the rental rule for cars:

1. For off-key tenants it's mandatory to have a driver's license consistent
with a rented car

2. Have an id that will be kept by the landlord during rental period
3. There's a penalty of rent if it exceeds the lease limit
4. There's a designated vehicle regulation
5. Rules governing car insurance fines in the event of minor or severe

damage
6. The lease duration is assumed to be used full and cannot be cut off for use

at any other time
7. If the driver's rent was not included in the fuel price, there would usually

be rental packages with drivers and fuel fuel
8. Accidents caused by a rental company driver will be borne by the rental

company
9. Rent cancellations will normally be fined according to the regulations of

each rental company

H. ANNOUNCEMENT

An announcement is a written or spoken statement in public or formal words
containing information about an event that has happened or is going to happen so
publicly people know what, when, and where it is about. In announcement is
used for giving people some information of what has happened or what will
happen.

Generic Structure of Announcement

1. Stating Purpose: The text that contains what event will be held
2. Stating Day and Date: Day and Date realization. The text that contains

when the event will be held
3. Stating Place: The text that contains where the event will be held
4. Informing Sender: The text that contains name of the person who will be

contacted

I. DESCRIBING TRADISIONAL GIFT

Traditional gift is a souvenir whose form or context is related to a region,
and often sought by a tourists for them to brought home. According to KBBI, a
souvenir is something that is brought from traveling or souvenirs. The word

souvenir comes from French, namely Souvenir which has several meanings,
including small after-trip gifts, memories and keepsakes. In sociology, souvenirs
are products, objects, materials that connect the seller, place, and buyer so that
the memoru bond with that place is not lost or can also be used as proof that
someone has been there. In addition to souvenirs, there are many other names
that are often pinned on souvenirs, including souvenirs, souvenirs, souvenirs.
However, historian and founder of the Indonesian Historia Community, Asep
Kambali, is of the opinion that no term is really appropriate and suitable to
describe souvenirs.
That's in English, right, 'by'. The word souvenir is a repetition, meaning not for
himself but from others. So, what I have is a gift from him (someone else), which
he bought and brought for us, that's what he meant. If what we buy for ourselves,
it can't be called a souvenir.

As an archipelago country, Indonesia has natural and cultural wealth as
well as the local wisdom that has been passed from generation to generation in
each regions. When visiting Indonesia, you can not just enjoy your trip and
capture your moments through photos but you can also get to know Indonesia
more closely through the diversity and uniqueness of its souvenirs that will
remember for ever this amazing culture. You can bring different souvenirs from
Indonesia, but there are so many types of souvenirs on the market that sometimes

make tourists confused when choosing the right items for gifts.
In Indonesia itself, there are many souvenirs that we can get in each

region such as spring rolls, typical food that can be found in Semarang, batik that
we can find on the island of Java, bika Ambon that we can find in Medan and
many souvenirs. which are scattered in each region in Indonesia.

CHAPTER II
A. DESCRIBING DISHES
The meaning of the word "dish" are a food prepared in a particular
way, like French fries or chicken salad or something on which we serve,
cook, or eat food. When we have to describe a dish we need to know the
adjectives that describe the taste of the dish. Everyone has got his favourite
dishes, but there are lots of words that we can use to talk about that.
Here is some common vocabulary that we use in English to describe food:
1. Flavors (the particular tastes of a food):
a. Salty, Salty is used to describe food that tastes too much of salt. It is
usually used as a negative description.
b. Bitter, bitter describes a strong and sometimes unpleasant flavor
that is the opposite of sweet.
c. Tart, tart describes a sharp and acidic taste.
d. Smoky ,Smoky describes foods that taste of smoked wood.
e. Rancid, Rancid describes the taste of food that has a strong or

unpleasant smell or taste because it is no longer fresh.
f. Spicy/Hot, Spicy is the taste that makes one's mouth burn from
strong chilies. Hot can be used to describe spicy food or food that has
a very high temperature.

2. Texture (the way a food feels when we touch it or eat it):
a. Creamy , Creamy foods are smooth, soft and thick. While they are
often made with milk or cream, they don't need to be.
b. Crumbly ,Crumbly describes food that falls apart into small pieces
when you eat or break it.
c. Crunchy ,Crunchy foods have a hard texture and make a loud
sound when chewed.
d. Greasy , Greasy foods taste very much of oil, and usually leave oil
behind.
e. Gooey, Gooey describes foods that are wet and sticky, often in a
positive way.
f. Moist , Moist describes foods that are slightly wet and soft.
g. Mushy, mushy also describes foods that are soft and wet, but
usually it is used for food that is not meant to be soft.

B. DEALING WITH REQUEST

In order to get the most satisfaction (and theirs money's worth from
their stay) guests make requests. Most of these requests will be reasonable,
such as asking for more napkins at a restaurant or having a burnt out light
bulb replaced in their room. Some requests may be outrageous and outside
the normal service parameters of the hotel. In either case, the requests must
to politely listened to and professionally attended to. Look at the examples
below of possible requests that a guest may make.

Possible guest's request

Could I have another order of garlic toast?

I would like extra soap and shampoo left in the room.

Would it be possible to get a two minute boiled egg?

Could you arrange a tee time of 7:00 AM for four at the Country Club?

The guests in the next room are very noisy. Could we change rooms?

Is it possible to get free samples of all the facial products the spa sells?

Responses to requests

Yes sir, I'll take care of that right away.

I'll attend to that immediately.

I'm not sure, let me talk to my supervisor. I'll be back in a moment.

I'll get right on that.

I'll be right back with that item.

I'll see if I can find some.

I'll get some right away.
Dialogue
Guest: Instead of herbal tea, do you happen to have Earl Grey?
Staff: I'm sorry ma 'am, but herbal tea is all we have at the moment.
Guest: Could I get some more weights added to this machine. This is no
challenge at all.
Staff: I'll get more weight right away. How much more?
Guest: Could you fill out the form for me. I hurt my writing hand?
Staff: Of course sir. First, how do you spell your family name?

C. DEALING WITH COMPLAIN
Complaints are expressions of "displeasure or annoyance" in response

to an action that is seen by the speaker as unfavorable. For Examples, "I
have a complaint to make. Your pizza is just too salty." or "I want to
complain about the noise you are making." Most of us do not enjoy
complaining. But sometimes we must do it to get a solution.
a) Making A Complaint
Expressions:
I'm sorry to say this but..
I'm afraid I've got a complaint about..
Excuse me, I'm afraid..
Look, I'm sorry to trouble you, but..
I have a complaint to make.

There seems to be a problem with..
Would you mind..?
I'm angry about..
Do you think you could...?
I wonder if you could help me..
I want to complain about...
Sorry to bother you but...
I hate to tell you but..
Excuse me but there is a problem...
I was expecting... but...
There appears to be something wrong with..
I wish you wouldn't mind...
I do wish you could...
Wouldn't it be a good idea to/ not to...

I would like/I want…
- to lodge a complaint
- to make a complaint
- to report an issue
- to give you some feedback
- to inform you
b) Accepting a Complaint
Expressions:
I'm so sorry, but this will never occur/ happen again.
I can't tell you how sorry l am.
I wish it never happened.
Oh dear, I'm really sorry.

I'm sorry, we promise never to do the same mistake again.
I just don't know how to say, but I'm so sorry.
I'm really sorry; we'll do our utmost/best not to do the same mistake again.
I sincerely apologize. We/I/The company would like to repair the damage
(or resolve the situation).
I apologize for the inconvenience/the problem.
I’m terribly sorry. We will work to resolve the problem immediately.
I understand why you are upset/angry/frustrated. We are going to solve this
as quickly as possible.
I’m really sorry. We’re going to take care of it right away.

I sincerely apologize. We/I/The company would like to repair the damage
(or resolve the situation).

I apologize for the inconvenience/the problem.
I’m terribly sorry. We will work to resolve the problem immediately.

I understand why you are upset/angry/frustrated. We are going to solve this
as quickly as possible.
I’m really sorry. We’re going to take care of it right away.
c) Delaying a Complaint
Expressions:
I suggest you leave it with us and we'll see what we can do.
I'm afraid we can't help you at the moment. Could you leave your contact
phone number and address? We will contact you soon.
d) Rejecting a Complaint
Expressions:
Well, I'm afraid there is nothing we can do about it actually.
Well, I'm afraid there isn't much we can do about it.
Sorry there is nothing we can do about it.
I'm afraid, there isn't much we can do about it.
We are sorry but it is just alright.

e) Taking Action of Complaint

Now it is time to take action, to do something about the problem.Depending
on the situation, you will need different expressions to help you take action.
In some cases, you made to repair a product or provide a refund. Maybe
you will need to provide a service or resolve a conflict.Use these following
expressions to help you create the best action plan for your situation:

Let me talk with my manager to see what we can offer you to amend
the situation. Would it be okay if I call you back in a few hours with a
solution?
We will send a repair person immediately (or as soon as possible). Let
me confirm your location.
I’d be happy to walk through all the steps you need to repair the issue.
(Common for software problems or technical problems discussed over
the phone)
We’ll issue a refund immediately to resolve the issue.
Let me check with the manufacturer (or the shippers or the
programmers) to see what happened so we can fix this. I will get back to
you as soon as I know what happened.
Let me review this situation so I can identify the best solution. I will
get back to you within 24 hours.
Let me discuss this with my manager/supervisor/sale team and get
back to you later today with a solution.

f) Follow up A Complaint

How do you show the customer that you really do care or that he/she is
truly valuable to your company? Follow-up after you resolve the problem to
make sure the customer is satisfied. You can follow-up with a quick phone
call or email message.You can use these questions and statements below to
check on your customer and make sure everything is ok:

I just wanted to follow-up with you regarding [the problem] – did
the repairman fix the issue?
Did everything work out ok with [the solution to the problem]? I
just want to make sure you are satisfied.
Was the problem resolved successfully? Is there anything else we
can help you with?

Was everything satisfactory? Do you have any other concerns?
Please be sure to let us know how we can help you if any other
issues occur.
D. Giving Direction
When you’re in a country you don’t know, you can easily get lost at
some point during the trip, even if you have a map. So it’s really useful to
know how to ask for and understand directions in English so you can reach
your destination. It’s also great to be able to give directions yourself to
tourists or foreign colleagues.
So what words and phrases can help you give and ask for directions?
Read on to find out! First of all, you need to know some basic vocabulary.
The most important words and phrases are:

It’s also helpful to know some common places people visit in a city, such as the
following:

Here are some examples:

along the street until you reach the traffic lights.
You’ll see a bank on the left.
It’s about two blocks from here.
I prefer going to the airport on the highway because it’s faster.

For example,
My office building is in front of the mall.
Go straight on for about one kilometre.
The cinema is next to the bank.

In the same way that you need to ask directions when you travel abroad,
foreigners visiting your city might ask you directions, and what better way
to practice English than to help them?
Here are some common phrases you can use:

Go past the cinema. (Pass the cinema.)
Go along this road.
Go straight on/ahead. (Stay on this road – don’t turn.)

Go through the tunnel.
At the roundabout, take the first exit.
Turn left at the crossroads.

Take the second right.
It’s on your left.
You’ll see it in front of you.
It’s on the other side of the road.
You’re going the wrong way.

If you travel abroad for work or pleasure, knowing how to ask and
understand directions is really important. The best way to learn directions is
to do a proper English course that gives you the chance to practice in a
controlled environment with guidance and feedback. At Wall Street English
you can learn how to give and understand directions through fun interactive
activities and by practicing in small classes led by native teachers.

E. DEALING WITH TICKET RESERVATION

In the aviation industry there is a profession that deals with the
operational processes of flight. They serve from passengers arriving until
passengers enter the plane. If you visit airports frequently it may be familiar
with this profession, yaps it is called the flight staff. A flight attendant's job
is to handle passengers from arriving to boarding. Part of the flight staff has
many varieties, one of which is ticketing officer. An ticketing officer in
charge serves airline reservations, phone reservations, go show, etc. For
those who wish to work as ticket officers and reservations are in serious
need of ticketing and reservation sciences in the aviation world.

a. Getting a Flight Itinerary with a Booking number without paying the
full price for the flight ticket is simple:

1.Go to Visa Reservation.

2.Choose the right traveling package for you,

3.Submit your flight details and proceed the payment,

4.You will receive an email with all the details of your Flight
reservation.

The ticketing and the flight industry benefits are a venture that involves
high technology, high inventory costs, and a wide range of product
jangles. The role of this reservation system is part of an important role as
an alternative distribution channel to achieve the sale of seats on
maximum aircraft, as well as to provide excellent flight service to
passengers.

b. Airline benefits, to get maximum be

- can prepare and provide maximum customer service.

- to boost production.

- facilitating passenger registration.

- it facilitates and facilitates the sale process.

- to determine how much cabin crew and small aircraft units will be
used.

c. Benefits to passengers: may clear flights as desired.

- clarity of flight schedule (date, day, route, and time of departure).

- sometimes there's exciting promo of airlines.

- getting confirmation of a travel plan.

d. Ticketing and reservation section of duty reservation is divided into 3
parts, including:
• Place Provision Field

Oversee seat sales on flights including bookings and cancellations.

Strive for the maximum possible revenue.
• Special Request Fields

Forward special requests for passengers to the relevant sections, such as
requests for hotels, vehicles, special meals during flights, etc.
• Sales Field

Provides a report to sales about transport figures.

Provide revenue or revenue as high as possible to the company.

Advise flight changes when necessary with sales conditions.

e. The special field of request passes on special passenger requests to the
appropriate parts, such as hotel requests, vehicles, special food items during
flight time, and the sales reports to the sales section on transport figures.
Give the revenue or the high revenue it can to the company. Recommend a
change of flight when necessary with sales conditions.

f. The ticketing and reservation term list is the global reservation system that
provides a reservation for travel agents and airlines.

Some words that related to reservation :

• airport tax is an airport tax that passengers must pay for when they print
tickets or enter an airport.
• basic fare is the starting price before taxes are added.
• booking is a reservation made by passengers for reassurance.
• cancell fee is a cancellation fee on reservations already made.
• following is an affirmative reservation.
• children are children between the ages of 2 and 11.
• computer reservation system is a computer reservation system.
• date of completion is the published date.
• date of travel is a travel date.
• endorsable is allowed to change the flight schedule to another airline.
• e ticket is an electronic ticket containing data for passenger airlines.
• caution is extending the lived term or the valid term of the ticket.
• fare calculation is calculation rate.
• fixed date is a no - date date.
• the flight plan was not to change the flight schedule of the same airline.
• go show is an unscheduled passenger who comes to the airport.
• a go show fee is charged to the go show passengers.
• tickets are printing tickets.
• itinerary is a travel plan.
• non converts are not allowed to change the flight schedule to another
airline.

Example of making and handling tickets reservation:

Travel Agent : Good morning, Bali Prima Travel Agency, can I help you, sir?

Susan Sarandon : Good morning, I would like to reserve a round ticket to
Jakarta, please?

Travel Agent : Yes, For what date?

Susan Sarandon : Tomorrow
Travel Agent : Let me check first… Oh yes, there is Lion Air at 04.00 a.m.
and Batavia Air at 09.30 a.m. tomorrow.
Susan Sarandon : OK, I’ll take the Batavia Air.
Travel Agent : May I have your name and address, please?
Susan Sarandon : My name is Susan Sarandon, JalanPahlawan 18, Surabaya.
Travel Agent : May I have your phone number Ms. Sarandon?
Susan Sarandon : My phone number is 555-987654
Travel Agent Have a nice trip Ms.Sarandon. Thanks for calling us.
Susan Sarandon You are welcome.

F. GIVING GUIDED TOUR
a. How to be the tour guide

Take a personal interest in your guest.
Endear yourself to your guests by having at least a small chit-chat with as
many as possible. Find out where they’re from and how they’re enjoying
the local area.

Tell a story.
I’ve suffered through tours where the guide has spent hours spitting out
historical data without context.

Inject a bit of humor.
You don’t need to be a jokester, but the occasional spot of humor will help.
Think about it: people love laughing. Give them the thing that they love,
and they will appreciate you for it(opens in a new tab).

Master the small touches.
It’s the small touches that people remember and set you apart from an
ordinary operator.

Be flexible to the needs and interests of your guest.

The best tours are the ones where the guide can find points of interest to
show each person so they can connect on an individual level.

b. Vocabulary





c. Conversation
Made: Hello, good morning Sir.

Mr. Richard: Hello, good morning.

Made: My name is Made, What is your name Sir?

Mr. Richard: Hi Made, my name is Richard.

Made: Hi Mr. Richard, where are you from?

Mr. Richard: I am from London, England.

Made: So, how can I help you Mr. Richard?

Mr. Richard: This is my first time to visit this place Made. I want to go
around and I think I need a guide. Would you like to be my tour guide,
Made?
Made: Yes, of course Mr. Richard. It’s my pleasure to be your tour guide.
I knew this place very well. I have been working as a tour guide in here
since 2000. I will accompany you to go around.

Mr. Richard: Oh, thank you very much Made. How much should I pay for
your assistance?

Made: You just have to spend 15 dollars Mr. Richard.

Mr. Richard: Okay no problem. Please give me your best Made.

Made: Okay Mr. Richard. So, Welcome to Besakih Temple.

Mr. Richard: Can you tell me more about this temple Made?

Made: Besakih Temple is one of the famous tourism objects in Bali and it
is the biggest Hindu temple in Bali. We can see the wide nature panorama
from the top of the temple

Mr. Richard: Wow, It sounds awesome. Please take me there later on.

Made: Sure, Mr. Richard.

Mr. Richard: I see there are a lot of temples in here. Which one is the
main temple?

Made: The main temple is called Penataran Agung Temple. It is the
largest temple in here.

Mr. Richard: So, when do Balinese people come to pray? Because I see
no one is praying now.

Made: Each temple has its own ceremony celebration. The Balinese
people usually come to pray on the full moon or “Sasih Kedasa”

Mr. Richard: Oh, I see. What a unique culture, Made. Okay, let’s move to
another place.

Made: Okay Mr. Richard.

G. DESCRIBING FESTIVAL

A festival is an event ordinarily celebrated by a community and
centering on some characteristic aspect of that community and its religion or
cultures. It is often marked as a local or national holiday, mela, or eid. A
festival constitutes typical cases of globalization, as well as the high culture-
low culture interrelationship. Next to religion and folklore, a significant
origin is agricultural. Food is such a vital resource that many festivals are
associated with harvest time. Religious commemoration and thanksgiving for
good harvests are blended in events that take place in autumn, such as
Halloween in the northern hemisphere and Easter in the southern.

Festival often serve to fulfill specific communal purposes, especially in
regard to commemoration or thanking to the gods and goddesses. They may
also provide entertainment, which was particularly important to local
communities before the advent of mass-produced entertainment. Festivals
that focus on cultural or ethnic topics also seek to inform community
members of their traditions; the involvement of elders sharing stories and
experience provides a means for unity among families.

In Ancient Greece and Rome, festivals such as the Saturnalia were
closely associated with social organisation and political processes as well as
religion. In modern times, festivals may be attended by strangers such as
tourists, who are attracted to some of the more eccentric or historical ones.
The Philippines is one example of a modern society with many festivals, as
each day of the year has at least one specific celebration. There are more than
42,000 known major and minor festivals in the country, most of which are
specific to the barangay (village) level.

Many festivals have religious origins and entwine cultural and religious
significance in traditional activities. The most important religious festivals
such as Christmas, Rosh Hashanah, Diwali, Eid al-Fitr and Eid al-Adha serve
to mark out the year. Others, such as harvest festivals, celebrate seasonal
change. Events of historical significance, such as important military victories
or other nation-building events also provide the impetus for a festival. An
early example is the festival established by Ancient
Egyptian Pharaoh Ramesses III celebrating his victory over the Libyans. In
many countries, royal holidays commemorate dynastic events just as
agricultural holidays are about harvests. Festivals are often commemorated
annually.

There are numerous types of festivals in the world and most countries
celebrate important events or traditions with traditional cultural events and
activities. Most culminate in the consumption of specially prepared food
(showing the connection to "feasting") and they bring people together.
Festivals are also strongly associated with national holidays. Lists of national
festivals are published to make participation easier.

The following outline is provided as an overview of and topical guide to
festivals:

Festival – celebration that focuses upon a theme, and may run for hours
to weeks. The theme of a festival might be an area of interest such as art, or
an aspect of the community in which the festival is being held, such as the
community’s history or culture. Festivals are often periodical, for example,
held annually.

Types of festivals.
Religious festivals

Among many religions, a feast is a set of celebrations in honour of
Gods or God. A feast and a festival are historically interchangeable. Most

religions have festivals that recur annually and some, such as Passover,
Easter and Eid al-Adha are moveable feasts – that is, those that are
determined either by lunar or agricultural cycles or the calendar in use at
the time. The Sed festival, for example, celebrated the thirtieth year of an
Egyptian pharaoh’s rule and then every three (or four in one case) years
after that. Among the Ashantis, most of their traditional festivals are linked
to gazette sites which are believed to be sacred with several rich biological
resources in their pristine forms. Thus, the annual commemoration of the

festivals helps in maintaining the buoyancy of the conserved natural site,
assisting in biodiversity conservation.

Arts festivals

Among the many offspring of general arts festivals are also more

specific types of festivals, including ones that showcase intellectual or

creative achievement such as science festivals, literary festivals and music

festivals. Sub-categories include comedy festivals, rock festivals, jazz

festivals and buskers festivals; poetry festivals, theatre festivals,

and storytelling festivals; and re-enactment festivals such as Renaissance

fairs. In the Philippines, aside from numerous art festivals scattered

throughout the year, February is known as national arts month, the

culmination of all art festivals in the entire archipelago.

Film festivals involve the screenings of several different films, and are
usually held annually. Some of the most significant film festivals include
the Berlin International Film Festival, the Venice Film Festival and
the Cannes Film Festival.
Food and drink festivals

A food festival is an event celebrating food or drink. These often
highlight the output of producers from a certain region. Some food festivals
are focused on a particular item of food, such as the National Peanut
Festival in the United States, or the Galway International Oyster Festival in
Ireland. There are also specific beverage festivals, such as the
famous Oktoberfest in Germany for beer. Many countries hold festivals to
celebrate wine. One example is the global celebration of the arrival
of Beaujolais nouveau, which involves shipping the new wine around the
world for its release date on the third Thursday of November each
year. Both Beaujolais nouveau and the Japanese rice wine sake are
associated with harvest time. In the Philippines, there are at least two
hundred festivals dedicated to food and drinks.

Seasonal and harvest festivals

Seasonal festivals, such as Beltane, are determined by the solar and
the lunar calendars and by the cycle of the seasons, especially because of its
effect on food supply, as a result of which there is a wide range of ancient
and modern harvest festivals. Ancient Egyptians relied upon the seasonal
inundation caused by the Nile River, a form of irrigation, which provided
fertile land for crops. In the Alps, in autumn the return of the cattle from the
mountain pastures to the stables in the valley is celebrated as Almabtrieb. A
recognized winter festival, the Chinese New Year, is set by the lunar
calendar, and celebrated from the day of the second new moon after the
winter solstice. Dree Festival of the Apatanis living in
Lower Subansiri District of Arunachal Pradesh is celebrated every year
from July 4 to 7 by praying for a bumper crop harvest.

Midsummer or St John’s Day, is an example of a seasonal festival,
related to the feast day of a Christian saint as well as a celebration of the
time of the summer solstice in the northern hemisphere, where it is
particularly important in Sweden. Winter carnivals also provide the
opportunity to utilise to celebrate creative or sporting activities requiring
snow and ice. In the Philippines, each day of the year has at least one
festival dedicated to harvesting of crops, fishes, crustaceans, milk, and other
local goods.

Describing events, Festivals, and Ceremonies

When writing about a festival or ceremony you should give the reader a
clear picture of the event, along with descriptions of the atmosphere, the people
involved and their feelings. Festivals are annual events. Therefore, when
describing a festival, the present tense should be used. The passive voice should
also be used to describe the preparations that take place.

1. Brainstorm your description

• When and where is the festival celebrated?
• What does it look like?

• What activities are organized in the festival?

• Is it a religious festival?
• What is special or interesting about it?

• What can you do there?

• Do you recommend that people visit it?
2. Structure
• In the first paragraph, explain when and where does the festival take
place?
• In the next paragraph(s), give more information about the place both in
general and in detail.
• In the last paragraph, say why you/other people like it.
3. Content
• Give examples of the things/people can do in that place.
• Explain why this festival is interesting and important.
• Use a range of adjectives to describe the events and the atmosphere.
4. Write a finish draft
5. Check your work

Example of Describing Festival:
H. EXPLAINING RULES AND SAFETY

When giving a tour there may be rules and safety precautions that you need
to explain. It is best if you memorize a speech rather than read from a card.
People will pay more attention to you and understand you more clearly if
you look into their eyes as you speak. After you have explained the rules and
safety precautions make sure that guests have understood you, by asking,
"Are there any questions about this?" or "Is everyone clear on the rules?”.
Also, tourists will appreciate any helpful advice you can give them, such as
where to exchange their money, what types of transportation to use, and how
to obey the traffic rules. Finally, if there are any customs or matters of
etiquette that you think tourists should be aware of, this is a good time to let
them know.

Explaining Rules

You are strictly forbidden from taking photographs inside the museum.

Please stay on the marked path.

I'm sure this goes unsaid, but remember to place all trash in the garbage
bins.

Please pay attention to the time. We don't want to keep the driver waiting.

Classes are in session, so we need to keep our voices down.

The bus will be leaving at 5:00 pm sharp.

You'll have some free time to look around after lunch.

Please meet back here in one hour.

Explaining Safety
Please keep your seatbelts fastened at all times.

I ask that you keep your hands inside the train.

As a safety precaution, please stand behind the yellow line.

For your own safety, we ask that you refrain from putting your arms out
the window.

Please do not feed the animals.

Please remain seated until we come to a full stop.
Please stay with your group at all times.
Please keep to the sidewalk.
I do not recommend swimming here. The water is very rough.
We suggest only carrying small amounts of cash.
These rules are for your own comfort and safety.

CHAPTER III
A. Recommending places of interests
When you visit a different country or city on a business trip or on holiday,

what is the best way to know what you should and shouldn't do when staying
there? Asking people who know or live in the place.

So, it is important to know the English vocabulary and phrases that are used
for both asking people about what to do and see in a city/country (e.g. what
museums to visit, what restaurants to eat in etc...) and what people will say when
making recommendations to you.
7 useful phrases to recommend a place
Make sure you go to Regent’s Park. It’s a lovely place for a picnic.
Have you been to Primrose Hill yet? The view is incredible!
You really should visit Spitalfields Market. You can pick up some great
bargains!
Buckingham Palace is an absolute must-see!
Covent Garden is definitely worth visiting. It’s a great place to people-watch!
I’d do a boat trip along The Thames if I were you.
Why don’t you do a bus tour? That way you can see all the famous landmarks.

It’s worth noting I haven’t actually used the word ‘recommend’. The
phrases in bold above are much more natural and you can just change the other
parts of the sentence.

B. Describing Tourist Attraction

A tourist attraction is a place of interest where tourists visit, typically for its
inherent or exhibited natural or cultural value, historical significance, natural or
built beauty, offering leisure, adventure and amusement.

Natural beauty such as beaches, tropical island resorts with coral reefs,
hiking and camping in national parks, mountains and forests, are examples of
traditional tourist attractions to spend summer vacations. Other examples of
cultural tourist attractions include historical places, monuments, ancient temples,
zoos, aquaria, museums and art galleries, botanical gardens, buildings and
structures (e.g., castles, libraries, former prisons, skyscrapers, bridges), theme
parks and carnivals, living history museums, ethnic enclave communities,
historic trains and cultural events. Factory tours, industrial heritage, creative art
and crafts workshops are the object of cultural niches like industrial tourism and
creative tourism. Many tourist attractions are also landmarks.

Tourist attractions are also created to capitalize on legends such as a
supposed UFO crash site near Roswell, New Mexico and the alleged Loch Ness
monster sightings in Scotland. Ghost sightings also make tourist attractions.

Ethnic communities may become tourist attractions, such as Chinatowns in
the United States and the black British neighbourhood of Brixton in London,
England.

In the US, owners and marketers of attractions advertise tourist attractions
on billboards along the side of highways and roadways, especially in remote
areas. Tourist attractions often provide free promotional brochures and flyers in
information centres, fast food restaurants, hotel and motel rooms or lobbies, and
rest area.

While some tourist attractions provide visitors a memorable experience for
a reasonable admission charge or even for free, others can have a tendency to be
of low quality and to overprice their goods and services (such as admission, food,

and souvenirs) in order to profit from tourists excessively. Such places are
commonly known as tourist traps. Within cities such transport tourist attractions
as rides by boats and buses (City Sightseeing, etc.) are very popular.

Novelty attractions are oddities such as the "biggest ball of twine" in
Cawker City, Kansas, the Corn Palace in Mitchell, South Dakota, or Carhenge in
Alliance, Nebraska, where old cars serve in the place of stones in a replica of
Stonehenge. Novelty attractions are not limited to the American Midwest, but are
part of Midwestern culture.

A tourist destination is a city, town, or other area that is dependent to a
significant extent on the revenues accruing from tourism, or "a country, state,
region, city, or town which is marketed or markets itself as a place for tourists to
visit". It may contain one or more tourist attractions and possibly some "tourist
traps." Siem Reap town for example is a popular tourist destination in Cambodia,
mainly owed to its proximity to Angkor temples.

A tropical island resort is an island or archipelago that also depends on
tourism as its source of revenue. The Bahamas in Caribbean archipelago, Bali in
Indonesia, Phuket in Thailand, Hawaii in the United States, Palawan in the
Philippines, and Fiji in the Pacific, Vamizi Island and Ibiza in Mediterranean are
examples of popular island resorts.

Telling prices

Price is the amount of money, etc. asked or paid for something; cost; charge.
Before deciding on an item, you would ask questions and perhaps bargain at the
price of one. This is perfectly natural, especially if we do transactions on the
premises do not provide such a price tag in the market, nor do they store clothing,
vegetables, etc. It'll help us save moneymoney. Below are a few sentences we
can use to ask for prices in English, and what they can learn to understand them

Could you give me the price list?
Do you know the price of…?

How much does this cost?/How much did it cost?

How much is it?

How much should I pay?

How much you will charge for…?

What will it cost me?

What’s the price of that…?
C. How to Make an Itinerary for Every Trip You Take

Making a travel itinerary may sound like a completely trivial, waste-of-my-
precious-time task to complete before you travel, but hear us out--a customized
travel itinerary is awesome. It lays out every piece of information you may need
on your trip so you're never left hunting around looking for an address or a phone
number. This means you can spend more time exploring or relaxing and less time
trying to organize yourself.

Simply put, an itinerary houses all of the information you may ever need while
on your trip in the same place. Here's how to get started:

First, gather all of the info you may need: flights, hotels, day trip info,
etc.

You can create your itinerary by hand if you must, but a digital version
is easier. This way you can copy and paste hotel addresses and flight
numbers without fear of reversing a number or missing part of an address or
reversing a number.

Next, start filling in day-by-day with any info you may need (see below)

Once you're done adding your information, it's time to save
your itinerary in a place you can easily access it. You can email it to
yourself, but other good places to save it are in your Evernote, your
DropBox or even just saved as note on your smartphone.

BUT, remember that sometimes smartphones die and we don't always
have access to wifi--especially when traveling. This is where the hard copy
comes in.

Print a copy for yourself and store it with your boarding passes, maps or
anything else you'd normally access together with flight details and hotel
addresses.

If it's an especially long trip you may want to make an extra copy to
leave with a trusted relative, neighbor or friend. But think carefully. Don't
go handing this out to anyone you don't completely trust.

How about the best way to store your itinerary while traveling? The easiest
way is to store it in a clear plastic sleeve with any accompanying documentation
like receipts, boarding passes, and tickets. The itinerary always goes on top with
the information listed below, followed by the accompanying documents.

Creating an itinerary will give you peace of mind and simplify your travel
routine:

LODGING

Include the address of any place that you will be staying including houses
rented on VRBO, HomeAway or Airbnb, motels, hotels or hostels. If you only
have the information stored on your phone, and your hone loses a charge, you'll
be happy you have this information written down.

Hotel/rental address

Hotel/rental Phone #

Hotel/rental Confirmation #
Amount you paid for tickets ahead of time and any receipts or
confirmations you received

Name of travel agent / booking agent / website source of booking (i.e.
expedia.com, hotels.com, etc)

FLIGHTS

Log into any airlines' website a few days before your tip and you'll be able to
find all of this information. It's also a good idea to download the airline's app so
you get status updates on your flights as they happen.

Passenger full names as they are listed on their passports
Flight dates & times

Flight numbers

Frequent flier program #
Amount you paid for tickets ahead of time and any receipts or
confirmations you received

Name of travel agent / booking agent / website source of booking (i.e.
expedia.com, hotels.com, etc.)

TRAINS

Just like flying, gather all of the information on train routes and include that in
your itinerary:

Passenger full names as they are listed on their passports
Train dates & times
Train numbers
Frequent traveler program #
Amount you paid for tickets ahead of time and any receipts or
confirmations you received
Name of travel agent / booking agent / website source of booking (i.e.
expedia.com, hotels.com, etc.)

BUSES

Travel itinerary should include:

TOURS

You can now access a lot of information about excursions and tours via the
tour companies app, but just to be on the safe side, jot this information down.
Keep any booking confirmations you received form them with you as well.

Tour company name (and name of guide if you have it ahead of time)
Tour dates & times
Tour meeting and ending point
Amount you paid for tickets ahead of time and any receipts or
confirmations you received
Name of travel agent / booking agent / website source of booking (i.e.
expedia.com, hotels.com, etc.)

HOME COUNTRY INFORMATION

This information is the type you don't want to have to use but if you need it,
it's going to save you a ton of time to have it handy.

Travel itinerary should include:
The address(es) of your home country's local embassy, state department
headquarters or consulate address and phone numbers.
If your travels will take you to several different countries, list the
information for each country.

HEALTH INFORMATION
If you're traveling with someone who has recently been sick, is prone to ill

health, or has a severe allergy, it's always a good idea to have the names,
addresses and number of local hospitals
Travel itinerary should include:

Names, addresses and phone # of local hospital in each area you'll be
traveling
A brief medical history of your traveling companion written down in that
country's language

TIPS
Passenger full names as they are listed on their passports
Bus dates & times
Bus numbers or route names
Frequent traveler program #
Amount you paid for tickets ahead of time and any receipts or
confirmations you received
Name of travel agent / booking agent / website source of booking (i.e.
expedia.com, hotels.com, etc.)
Make a list of sights to see along the way, restaurant and local food to
try, and potential photo ops with their addresses.
Make sure to have the number you dial locally as opposed to the # you
dial at home.
Clarify each country's country code for making intra-country/state and
long distance calls.

Serving In The Bar

There are a number of phrases used when drinking at a bar or pub, or in a
private home. Here are some of the most common to start off the evening:

Cheers!

Bottoms up (informal, used with shots)

Prost/Salut (sometimes people use foreign expressions with the same meaning)

These are more idiomatic ways to say "Cheers"

Here's mud in your eye.
Here's to your health.

Down the hatch.

Bottom's up!
Toasting Someone or Something

It's also common to use the phrase 'Here's to ...' or 'A toast to ...' and include
the name of the person or thing you are toasting. In more formal occasions, we
also use the phrase 'I'd like to make a toast to ...' and include the name of the
person or thing you are toasting, as well as include a wish beginning with 'May
he/she/it...'.

Idiomatic Phrases
There are a number of idiomatic phrases that are used when drinking (of

course!). A number of these expressions are slang, others are more common.

Be on the wagon = to not be drinking, trying not to drink alcohol

Be pissed as a newt = to be very drunk

Paint the town red = to go to different bars, drink and have a good time in a city

Wet your whistle = to have a drink

Be three sheets to the wind = to be very drunk
Be under the influence = to feel the alcohol, usually meaning to be drunk

Here are some expressions to help you order drinks or food in a pub, bar, or
café. Note that at
pubs in Britain, it's customary to order drinks and food at the bar, although some
pubs with
restaurant areas may take your order at the table.

Ordering drinks
what would you like to drink?
what are you having?
what can I get you?
Ordering snacks and food
do you have any snacks?
do you have any sandwiches?
do you serve food?
When placing your order at a café which
offers take-away food, you may be asked:
eat in or take-away?
Bar games
does anyone fancy a game of …?
Internet access
do you have internet access here?
do you have wireless internet here?
what’s the password for the internet?
Smoking
do you smoke?
no, I don't smoke
Giving Instruction
If you love to do activities and sports, pay attention!
Did you know you can get paid to share your passion?
Are you really good at a certain activity or sport?

Have you been surfing or snowboarding or skateboarding since you could walk?
Are you obsessed with adventure? Is riding horses as easy as breathing for you?

Do you know the mountains or forests of your country like the back of your
hand? Do you want to share your talents and skills with others? Maybe you have
already thought of this, but there are a lot of adventure-loving, skill-hunting
tourists out there who would love to learn what you do so well. Tourists come in
all kinds of packages.

Here we will explore the English you will need to know for the sport or
activity you will teach to tourists. You will need to do some research and learn
more about the specific vocabulary related to your sport or activity, but this is a
very good place to start.

6 Things You Should Know for Teaching, Guiding and Instructing Tourists in
English

Note: For the rest of the post, we will refer to all sports, games, activities
and practices as activities. This word is very general, and refers to whatever you
will be teaching to tourists.

1. The basic terms of your activity and how to use them

Watching movies about your activity can help you catch onto the lingo.
Many activities have a lot of specific words.

Watching movies about your activity can help you catch onto any necessary
words, phrases and idioms. For example, if you teach surfing, check out classic
surfer movies like “Blue Crush” or check out this list for getting in the heads of
English-speaking surfers.

You can also watch YouTube videos for lectures related to your
activity. For surfing, you can visit theonlinesurfschool for ideas about what and
how you can teach your students.

Search online for glossaries for your activity. Some activities are extremely
technical with lots of terminology. This is a good one for kiteboarding, which has
lots of unique English words used to describe the equipment and the motions
used to stay on top of the water.