Oxford English for Careers: Tourism 2: Student's Book

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Contents LANCiUACiE SKILLS

CAREER SKILLS AND KNOWLEDCiE

It's my job IWhere Customer care in the world?

Find out

Speaking

LANCiUACiE KNOWLEDCiE

Writing

Language spot

Listening

Reading

Greeting and introducing

Welcome -the first Welcoming visitors Arrival information Greeting and encounter introducing Car hire at an airport Cape Town arrival information

Vocabulary

Pronunciation

Car hire

Makes of car

1 Arrivals . p.4 Singapore

Cultural differences Points of arrival to the place where in greetings you are studyi ng

Car hire dialogue

Arriving and movingon

2 A place to stay . p.12 Grzegorz Rosinski

Welcoming guests Survey about hotels

Registration procedures

Client perceptions of hotels

The staff structure Hotel services of hotels

Registering new arrivals

Hotel information

Where things are

New arrivals

Highlighting key words

Tell mewhere

3 Tourist information services . p.20 Copenhagen TIC

Assessing customer Information types services in your city / region

Tourist information Tourist Information Giving information Recommendations Giving directions Information types and prepositions of How do I get to . .. ? Centres movement Liverpool Recommending and promoting

Linking words together

A rep for all seasons

Resort representative

Welcometo paradise!

Tips on tipping

4 Holiday rep . p.28 Ameli Destivelle

Have you got the right attitude?

Tipping

A day in the life of ... Local 'tips' A welcoming talk

Advice and obligation

Holiday health

Pronouncing plurals

De scribing food

Food: ingredients and preparation

Ii: /, /;,:/; /0/

5 Eating out . p.36 eN Tower, Toronto What do you say?

Regiona I food / food fest iva Is

Our national dish

Food tourism

Taking an order

Describing dishes

The traveller's guide to Turkish food

I'm very sorry

Ask someone who ha s been there

Receivi ng ca m pers WelcomeGiving information Bienvenueabout the weather Willkommen

How to deal w ith complaints

Th e food of my region

Relative clauseswho, which,and

that

6 Rural tourism . p.44 Eduardo Barroso

Encouraging customers to be sensitive to the environment

Loca I people and Acountrythat offers rural tourism rural tourism Checki ng in at a campsite Forecasti ng the weather

Welcome!

Making prediction s Resources for rural tourism Weather words

High Iighti ng words to confirm or correct

Writing bank . p.S2 1 Report writing 2 Information leaflet

3 Public notices 4 Email job application

5 Reporting incidents

Writing bank key p.S9

7 Attractions and events . p.60 Alcatraz

Different cultures, Four attractions in different responses your country

Describing a festival

Trends in visitor attractions

Bringing attractions to life

Th ree fest iva Is

The Passive

Types ofvisitor attractions

leII, I:m/, 1I'd1

Architectural features

Two top Paris attractions

People and faci Iities at attractions

8 On tour . p.68 LucyTovchikh

Personal appearance

Job opportunities / training / qualifications for tour gUides

From tour guide to Three tours tour manager

Checking the schedule

Practicalities on tour

Coach tour role-play

Preparing notes for Explaining commentaries arrangements Language of calming and dealing with a crisis

Whatwouldyou say?

Problems on tour

Standards of performance

Highlighting words to show feeling

9 Hotel entertainment . p.76 MGM Grand Las Vegas

Customers of all ages

Activities for different age groups

Making a water ball What's on today Getti ng the job

Working with kids

Preparing a daily programme

Email application

Indefinite pronouns Something for everyone Helping kids to make things

Getting kids to make things

Consonant groups with /s/

The perfect worker

10 Specialized tourism . p.84 Photoventures

Cross-cultural Specialized tourism Special request misunderstandings in your region Disabilityaccess

What is niche tourism?

Describing disability

Stress in compound nouns

Describing dimensions, capacity, and facilities

Business travel terms

Ip/, IV, and Iki

Respondingto problems

Front office duties

Four specialized tours

Report on Respondingto specialized tourism special requests

Preparing and running a specialized tour

Identifying and checking special needs

11 Business travel . p.92 Metropol ita n Hotel Nikko New Delhi

Cultural awareness Business travel in your country

The needs of the business traveller

A conference Culture gUide Comparing Business travel and conference centres enquiry the tourism indu stry

The consonants

Conference equipment and facilities

12 Checking out . p.lOO Abdol Sadeghi

Quality standards

Receptionist duties Life in the front office

Check-out procedures

Common problems Unsolicited Can I have my bill? feedback

Pairwork . p.108

Grammar reference . p.1l8

Solving problems Checking guests out

Reporting to the manager

Listening scripts . p.128

Glossary . p.137

Understanding rapid speech

4 Unit 1

Takeoff Look at the photos. 1 Where are they? E X AMPLE

ata hotel

Z What type of tourist or visitor is being welc?med in each case?

Reading Welcome - the first encounter 1 Match the words with their dictionary definitions. 1 encounter

2 experience

3 hospitality 4 welcome

a friendly and generous behaviour towards guests b a meeting, especially one that is sudden and unexpected c a greeting that is given to some body when they arrive, especially a friendly one d something that has happened to you, often unusual or exciting Z Read the text. Which subtitle do you think is the best? • • • •

Tourism: the encounters industry Tourism: the experience industry Tourism: the hospitality industry Tourism: the welcome industry

3 Which of the six points (a-f) would include this advice? 1 Offer to carry a bag, to get a drink, to open the door,

anything to show you're there to help. 2 Do your research - know who you're meeting, know where you're going. 3 Have confidence in your abilities and personality. 4 There are many ways of greeting in different countries, but the smile is universal. 5 Dress appropriately - be smart, clean, and tidy. 6 Find out about the person you're with, and ask them about themselves.

4 Can you think of more advice to add to the list above?

An introduction to worki ng in tourism Tourism is about encounters - encounters with people, with places, and with experiences. And the most important encounter is the first one : arrival and greetings . Get that one right and the rest is much easier. Arrival encounters can take place anywhere : at the airport, at the hotel, at the campsite, in the restaurant, on the tour bus, or at the attraction. Wherever it takes place, the rules are the same: a Be prepared b Look the part c Smile

d Be interested e Be helpful f Be yourself.