5 Multiple choice
Complete the following sentences in an appropriate way.
1 The most important element of a tour operator's preparation:
a. arrange interesting local tours
b. have a favourable agreement with a carrier
c. establish good relations with hoteliers
d. appoint a good handling agent
2 An example of a promotional fare is a
a. standby
b. FIT
c. return ticket
3 Low budget package tour arrangements often include
a. courier service
b. guided tours
c. self-catering facilities
d. four star accommodation
4 A function room of 70m1 has
a. a width of 10rn and a height of 7m
b. a width of 8m and a length of 9m
c. a width of 10m and a length of 7m
d. a width of 5rn, a length of 4m and a height of 3Jm
5 An overhead projector is used for showing
a. films
b. slides
c. photographs
d. transparencies
6 Translation
Translate the following words and expressions into your own language.
1 a. proportion, b. flight inclusive tour, c. fuel, d. promotional fares.
2 a. up-market, b. repeat visitors, c. activity holidays, d. escorted tours.
3 a. farruliarizationtour, b. leisure, c. optional visit, d. courier.
4 a. wide-bodied jets, b. American Plan, c. packed lunch, d. excursions.
5 a. joint destination, b. block booking, c. capacity, d. delegates.
6 a. interconnected, b. postpone, c. trade media, d. overhead projector.
7 Verbs and nouns
Complete the following table.
8 Abbreviations
What do the following abbreviations stand for?
1 ft2 4 ASAP 7 ATTN 10 PLS
2 TLX 5 OCC 8 FAM 11 AV
3 FIT 6 RE 9 EEE 12 HKD
Writing
Join each of the part sentences in the top group to one of the part sentences in the bottom group, using one of the connectors in the box.
1 The conference will not be held ...
2 Conference centres are usually chosen...
3 The York tour was very successful...
4 The group didn't miss the plane ...
5 Hotels should not accept conferences ...
6 The operators didn't arrange the package ...
a ... they were offered good rates
b ... their good communications.
c ... the operator expanded the York programme.
d ... 400 or more people register as delegates.
e ... they were late arriving at the airport.
f ... they have the necessary space and equipment.
10 Description
Answer the following questions.
1 Explain the difference between a. an independent tour and an escorted tour b. American Plan and Continental Plan c. group rates and rack rates d. a manager and a proprietor
2 Describe four types of activity holiday.
3 What is the purpose of a familiarization tour?
4 List the kind of technical equipment that is needed at a conference.
5 What is the purpose of a release-back clause in a contract?
11 Flow diagram
Complete the following flow diagram of a tour operator's FIT planning, using the information on the next page.
1 Arranges for local journalists to visit area
2 Negotiates for excursions
3 Launches package
4 Negotiates rates with earner
5 Makes FAM of area
6 Signs contracts with hotelier, handling agent, and tour company
7 Negotiates for transfers
8 Sends counter staff to visit area
9 Negotiates for accommodation
Key
In the following Key, the symbol A has been used to show that this k a model answer; there are other possible answers.
Unit 1
Reading and Listening
Reading check
1 In a small hotel, the .work of a receptionist may also include the job of advance reservations clerk, enquiry clerk, and book-keeper.
2 The advance reservations clerk.
3 Telephone; telex; telegram;
letter; computer terminal; personal contact.
4 When they make bookings by telephone.
5 He/She records it on a reservation form and in a reservation diary.
Listening check
1 A double room with bath
2 They are less expensive and quieter.
3 He must pay the maximum price.
4 It's medium-sized.
5 He needs a room for 17th and 18th August
Language study
Requesting information
1 Could you tell me your telephone number, please?
2 Would you repeat your surname, please?
3 Could you tell me the number of people in the group, please?
4 Can you give me your arrival time, please?
5 Could you spell the street name, please?
6 Can you confirm your date of departure, please?
Comparing
3 The Station Hotel is more convenient than the Hotel Park. The Hotel Bristol is the most convenient. 4 The Hotel Bristol is less comfortable than the Hotel Park. The Station Hotel is the most comfortable.
5 The Station Hotel is bigger than the Hotel Park. The Hotel Bristol is the biggest of the three.
6 The Hotel Bristol is more modern than the Hotel Park. The Station Hotel is the least modern.
Numbers and dates
two thousand, seven hundred and fourteen; the thirtieth of April, nineteen eighty-three; oh eight five eight two three six two; twelve thousand, lour hundred and forty-nine: June the twelfth; room three hundred and seventeen; oh one seven oh three double four six eight; the nineteenth of July; room five oh two; six hundred and fifty; the fifth floor; May the fourteenth nineteen eighty-two; oh one four double five four oh double one: the thirtieth of November nineteen eighty-two; the twelfth floor; the ninth of July nineteen eighty-four; seventeen thousand, four hundred and forty-six.
Listening and Speaking
Listening
1st caller; James; 21 August; Mr and Mrs; pm; 6 nights; 42 Station Road, York, Y02 1JG: 0904 53666; twin bath; 390 crowns; two people. 2nd caller: not necessary. 3rd caller: Lang; 24 August; Mr; one night; Holstein AG, Postweg 45, 2000 Hamburg 22; single; one person. (Note: bill to company.) 4th caller: Roberts; 19 August; Mr and Mrs; 4 nights: P.O. Box 743, NL-1017 Amsterdam; 02 16 45 72; double shower; 340 crowns per person; two people. (Note: full board; garage.)
Activities
A 1 Four 2 Yes 3 Six 4 Yes 5 19 August
Writing
1 Dear Mr Giles. Thank you for your letter. We have pleasure in confirming your booking of a double room with,shower from 3 April for three nights. Your room is on a lower floor. A deposit is not required. We look forward to your visit. Yours sincerely,... 2 Dear Mr Gilbert, Thank you for your letter. We have pleasure in confirming your booking of a twin room with bath from 2 June for seven nights. We have reserved a quiet room for you as requested. A deposit is not required. We look forward to your visit. Yours sincerely.... 3 Dear Mrs Gregory, Thank you for your letter. We have pleasure in confirming your booking of a single room trorn 6 June for four nights. We have also reserved a garage space for you for the same period. A deposit is not required. We look forward to your visit. Yours sincerely,…
Unit 2
Reading and Listening
Reading check
1 The guest's name, nationality, home address, and signature and, for foreign visitors, passport information. 2 To make sure that the information is correct and legible. 3 The receptionist should obtain the original hotel voucher. 4 It is not necessary for the receptionist to deal with each member of the group. 5 The room board, the Whitney Room Status Rack, and electronic room status.
Listening check
Key Card; John Rawson; Room 708; 24th; one guest; SB; 30,000 lire; 27th.
1 Because he'll need it as identification. 2 In the evening. 3 It never closes. 4 The porter will show him to his room.
Language study
Asking questions
1 Can you change your booking, Mr Jones? 2 WUl you confirm in writing, madam? 3 Are you cancelling your reservation, Mr Laker? 4 Which tour group are you with, sir? 5 Where is your next destination, sir? 6 Has the tour group arrived? 7 Have you checked the registration card? 8 Who are you waiting for. Mrs Masters? 9 Why are you leaving earlier than expected, Mr Qatan? 10 Do you want an early call, sir?
Describing people's jobs
1 A person who/that deals with enquiries. 2 What is an advance reservations clerk? 3 A person who/that carries bags and shows quests to their rooms. 4 What is a travel agent? 5 A person who/ that works in an office. 6 A person who/that deals with money.
Nations, nationalities and currency
1 French, Franc. 2 Spain, Peseta. 3 Britain, Pound. 4 Italian, Lire. 5 Greek, Drachma. 6 Danish, Danish Crown. 7 The Netherlands (Holland), Guilder. 8 Switzerland, Swiss Franc. 9 Germany. Marks. 10 Japanese, Yen.- 11 United States, Dollar. 12 Mexican, Peso. 13 Sweden. Swedish Crown. 14 Austrian. Schilling. 15 Belgian, Franc. 16 Portugal, Escudo.
Advising
1 You should always prepare the arrival list. 2 You should always remember your Hotel Voucher. 3 You should always remember to confirm a booking. 4 You should always be polite to the guests. 5 You should always note down the customer's name.
Listening and Speaking
Listening
Activities
A 1 Nationality 2 Home Address 3 Foreign 4 Passport Number 5 Place of Issue 6 Next 7 Signature 8 708 9 1 10 30,OOOLire 11 24thAugust
C 1 The receptionist allocates a room. 2 Room slot 3 Alphabetical rack 4 Telephonist 5 Porter's desk 6 The slip is removed and crossed through with a red pencil. 7 Staff remove guest's slip.
Writing
1 Dear Mr Cook, Thank you for your letter. We have, as you requested, changed your booking from one twin with bath from 22 - 28 July to one twin with bath from 23 - 29 July. We note that you will be arriving at 17.00. Yours sincerely,... 2 Dear Mrs Pettersson, Thank you for your letter. We have, as you requested, changed your booking from two doubles for 8 nights from 14 August to two doubles for 6 nights from 14 August. Yours sincerely.... 3 Dear Mr Archer, Thank you for your letter. We are sorry to hear that you cannot now visit Brindisi. We have, as you requested, cancelled your booking. Yours sincerely,...
Unit 3
Reading and Listening
Reading check
1 All meals except breakfast. 2 The guests do, using shoe cleaning machines. 3 The guest is. 4 The Housekeeper, Reception, or the Duty Manager. 5 In the rooms.
Listening check
1 He has bad pains in his chest. 2 His breathing is weak, but his temperature is normal. 3 She should loosen her husband's clothes and keep him warm. 4 When she pays the hotel bill. 5 He is going there to collect the prescription.
Language study
Reporting messages
1 'Mrs Betts said she had a message for you, Mr Graham.' 2 'Mr Tor said he needed some soap.' 3 'Mrs Reid said she'd see you in the lobby, Mr Reid.' 4 'Mr Parks said he was going to the shops, Mrs Parks.' 5 'The manager said we needed the registration cards.' 6 'Mr Jones said he wanted his bill.' 7 'Mr Lambert said he'd collected the newspaper, Mrs Lambert.' 8 'Your sister said that she was leaving at two, Mrs Pritchard.1
Using nouns in groups
1 facilities for making tea 2 leader of a tour group 3 room service 4 airline seat reservation system 5 machine for cleaning shoes 6 telephone area code 7 accommodation bureau
8 overseas guest registration form 9 list of arrivals 10 system for
showing the status of rooms
Using the passive
2 Newspapers can be ordered at the desk. 3 Registration cards must be Sjgned on arrival. 4 Reservations should be confirmed in writing. 5 Traveller's cheques can be changed at the cash desk. 6 Keys should be left at Reception.
Listening and Speaking
Listening
1 Room 200; 5.30 early can tomorrow. 2 John Steel; room 370; Mr Pettersson. 3 Room 342; send up hot milk and aspirins. 4 Fairfax; help with changing flights needed.
Activities
A b 5.6 C 1 d.5 e 6,8 f 8 g 2 h 1,8 14 j 6,8 k ' 1 1,8 m 2,3 n 6,8 o6,8 p 8 q 7
B 1 Two-BA 561 and OA 259 2 Because it makes one stop. 3 Three-BA 561, OA 259 and KU 191 4 All except OA 261 5 - SQ, BA, OA and KU 6 One hour
Writing
1 Mr Brown is leaving at 3 pm this afternoon. He's catching a flight to London at Hellenikon Airport at 6 pm. 2 Mrs Curtis has ordered a taxi for 10.30 am. She will meet her brother at the entrance to the Akropolis at 11.00 am. 3 Miss Wiseman has cancelled her order for the 'Times' newspaper. She would like to order the 'International Herald Tribune' instead. 4 Mr Drew, who made a booking for three nights in a single room with bath from 21 March 1982, has sent a letter confirming the booking. 5 Mrs Payne called the doctor at 9 am because her husband was ill. The doctor sent Mr Payne to the City Hospital at 11 am. 6 John Adams left a message for Mr Authur at midday that he would not be able to meet him in the Diplomat Bar at 7 pm this evening.
Unit 4
Reading and Listening
Reading check
1 It recommends restaurants with high quality cuisine. 2 A one star restaurant is good but a two star restaurant is very good. 3 The basic charge includes service and VAT. 4 No, only when you see the letters'b.i.' 5 Three.
Listening check
1 He recommends the beef chasseur. 2 The hors d'oeuvres followed by the mackerel. 3 John. 4 It's served with spaghetti. 5 A half bottle of Chablis and a Beaujolais.
Language study
Making Suggestions
2 If you feel hungry, sir, why don't you try the English breakfast? 3 u you're looking for a good restaurant, madam, what about trying the Good Eating Guide? 4 If you have a headache, sir, I'd suggest an aspirin. 5 If it's a long way to walk, madam, why don't you take a taxi? 6 If you feel very hot, sir, I'd suggest a beer. 7 If you've had a tiring day. madam, why don't you have a rest?
Describing dishes and drinks
1 That's three parts gin mixed with one part dry Martini and served olive 2 it's rice and sea food cooked together and served in the cooking dish. 3 It's veal cooked with carrots and onions and served in a white sauce with boiled rice. 4 It's coffee mixed with brown sugar. Irish whiskey, and cream and served as an after-dinner drink. 5 That's pieces of pork fried and served in a sugar and vinegar sauce with rice.
Present time
1 No, I haven't. I'm still waiting for the menu. 2 No, I haven't. I'm still looking for it. 3 Has the 'Times' arrived yet? 4 Have you telephoned your company yet? 5 Have you completed the registration form yet? 6 No, I haven't. I'm still using it. 7 Have you allocated the tour group yet? 8 No, I haven't. I'm still
Listening and Speaking
Listening
Dialogue 1 one fresh orange juice; one fresh grapefruit juice; bacon, egg and tomato; two soft-boiled eggs; toast, butter and marmalade: tea with lemon; 7.30 am; Mr and Mrs Sands; room 226. Dialogue 2 a Campari with plenty of ice and soda; a cold bottle of lager; a Scotch on the rocks; a glass of well-chilled dry white wine; Mr Carter; room 714.
Dialogue 3 a ham sandwich; a pate sandwich; a coffee (white); a shandy: Mrs Taylor; room 302.
Activities
A 1 acde 2 bcd 3 ac 4 acdf 5 acd 6 abdef 7 acdef 8 acd 9 abc 10 ac 11 abcdf 12 abc 13 abdf 14 bd 15 d 16 a 17 e 18 acde
B 6-2-9-8-3-10-11-5-4-1-7
Writing
A 1 As requested, we have booked you two double rooms which look over the park. 2 Here is our service list that gives details of the services available at the hotel. 3 You can buy cigarettes and sweets at the hotel tobacconist which is situated in the hotel lobby. 4 Mr Franks is one of the duty managers who deal with day to day problems. 5 There are free shoe cleaning machines available which can be found on the 2nd and 5th floors. 6 We have received a telephone booking from European Mines who will confirm by telex. 7 The porter has gone to the chemist for the prescription which he will bring to your room. 8 The Cafe Tour specializes in salmon dishes which are only served in season. 9 There is a car park adjoining the hotel where only hotel guests may leave their cars. 10 The hotel has a coffee shop on the ground floor where beverages and snacks are served all day.
B The Hotel Simon has two restaurants which are situated on the ground floor and first floor. The first-floor restaurant is called the Grill which has only an a la carte menu. The other restaurant is called the Simon where a set menu is usually served. Monsieur Noiret is the reception head waiter who deals with table reservations in the Grill and the Simon which are both very popular. The Grill is particularly busy in the evening and so it is always necessary to reserve a table well in advance. In fact, the Grill is an excellent restaurant where first-rate cuisine and good wines are always available.
Revision Unit 1