1 1 LISTEN and READ.
Tourism is when people temporarily go to a destination away from where they live or work. It includes the activities they do and the services they use in these places.
There are two main types of tourism
DOMESTIC
when the holiday is in the person’s country
when the holiday is in another country
outbound tourism – a person who travels out of their country
inbound tourism – a person who enters another country
There
People travel for pleasure and enjoyment, for example to relax, to do sport, to study, or to see new cultural places. This is the most common form of tourism. It can be for long or short holidays.
People travel for work, for example to conferences, exhibitions, trade fairs and meetings. Their company often pays for the trip and can spend a lot of money on transport and accommodation.
People return to their home country, for example during holiday and festival periods. They do not often spend money on accommodation, but they spend money on local activities and services.
2 TICK (✔) DT (domestic tourism) or IT (international tourism). Then TICK (✔) L (leisure), B (business) or VFR (visiting friends and relatives).
4
1 2 LISTEN and READ.
The tourism industry has a long history, but the tourism we think of today expanded in the second half of the 20th century and it continues to grow today.
There are several reasons for this.
More destinations opened to tourists and there were more investments in infrastructure and tourism facilities (roads, airports, hotels etc.).
People can see and learn about other countries on the TV and the Internet, and they want to visit them.
Travel has become easier and cheaper. There is more competition among travel agents, tour operators and airlines. People can also organise their holiday independently with an online travel agency
People have more leisure time and more money for holidays. They often have more than one holiday a year.
In 2020 there was the Covid-19 pandemic. National lockdowns and quarantine stopped almost all travel and tourism, both domestically and internationally. This affected all areas of the tourism and hospitality industry – hotels, airlines, cruises, restaurants, travel agents, tour operators etc. Many people lost their jobs and many companies closed. The industry is now gradually recovering.
1 Tourism started a long time ago / recently.
2 Travel today costs more / less than in the past.
3 People do not want / want to visit places they see on TV.
4 Many people go on holiday once / more than once a year.
5 The Covid-19 pandemic blocked / helped the tourism industry.
1 3 COMPLETE the text with the words in the box. Then LISTEN and CHECK.
1
Travel and tourism can have positive and negative impacts on a country.
It creates new jobs and businesses. It can stimulate capital investment and the development of new infrastructure. It is also a vital source of foreign currency for many countries. This can be invested in education, health and other services.
The money spent directly on tourism products such as hotels, restaurants, airlines and so on.
The economic effects on other sectors such as construction, agriculture, food production, retail and so on.
2
There are more jobs, but sometimes people only have the possibility to do unskilled and low-paid jobs. Improvements in local infrastructure can be aimed at tourists and not the needs of the local people. House prices can increase because developers buy the land for new resorts.
3
The building of new resorts and other facilities can destroy natural landscapes and ecosystems. With more visitors to an area, there is more traffic, congestion and pollution. There is also the overconsumption of natural resources such as water. 2 TICK (
1 4 LISTEN and READ.
National tourist boards, which are often public bodies, promote the country as a tourist destination and increase inbound tourism.
This is the Italian National Tourist Board. There are also organisations on a regional, provincial and local level such as APT, IAT and Pro Loco. They provide information on itineraries, accommodation, local events and culture.
Tour operators
UNWTO, the World Tourism Organization, is a specialised United Nations Agency. It has the objective to promote responsible, sustainable and universally accessible tourism worldwide.
This is the national tourism agency in the UK. There are also partner sites for England, Wales, Scotland and Northern Ireland. The Republic of Ireland also has a national tourism board.
Each of the fifty states and the District of Columbia has its own tourism website. There are also the websites of the National Travel and Tourism Office and the US government to promote US travel and provide information.
They combine different travel services (accommodation, transport etc.) and then sell them as a single product – a package holiday. They can negotiate good prices with airlines, ferries and hotels because of the high volume of business. Package holidays are usually aimed at the mass tourism market.
They promote and sell package holidays, as well as plane, rail and ferry tickets. They organise travel insurance, car rental and accommodation too. They usually receive commission on the products they sell. They also provide reliable, efficient and professional information and advice.
2 MATCH the two parts of the sentences.
1 UNWTO is an
2 ENIT is responsible for
3 Tour operators sell
4 Package holidays are for
5 Travel agents give
the mass tourism market.
promoting Italy.
advice and information to customers.
package holidays.
international organisation.
1 5 COMPLETE the mind map with the words in the box. Then LISTEN and CHECK.
Social media – Online travel agencies – Internet of things – Comparison sites
Companies in the tourism sector rely on developments in ICT (Information and Communications Technology) in order to:
• improve their business • stay competitive • interact with customers. The advantage of internet-based services for the consumer is that they can be accessed from anywhere in the world and they are available 24/7.
This is any object that connects and exchanges data with other devices using the Internet, for example a mini-bar, air conditioning and heating in a hotel room. IoT can improve efficiency.
An OTA, such as Expedia.com, offers thousands of hotels, flights, car rentals and packages at competitive rates. You purchase directly on the site.
These websites, such as kayak.com, allow you to quickly compare prices and offers. They then direct you to the provider’s website to complete the purchase.
On sites like TripAdvisor, Twitter and Facebook, people can read and write comments and reviews about resorts, restaurants, airlines and so on. Companies use these same platforms to promote their business.
2 MATCH
2 TIKTOK
3 BOOKING.COM
3 TICK (✔) T (true) or F (false).
1 ICT helps both companies and consumers.
2 The Internet of Things is not useful in hotels.
3 Online travel agencies have expensive rates.
online travel agency
comparison site
4 You don’t buy a product on a comparison website.
5 People share their experiences on social media.
1 6 LISTEN and READ.
From: Mike Stewart <m.stewart@startravel.co.uk>To: Anne Gunnarson <agunnarson@balticcruises.com>
Cc: Ms K. Harrison <k_harrison@globetrotters.com>
Date: 15 September 20...... 11.26 a.m. :
Subject: Request for information
Dear Ms Gunnarson,
ATTACHMENTS: You can attach pictures, documents or links to your email.
SUBJECT:
A short title for the email which refers to its contents.
We are writing to enquire about your cruises in northern Europe. We are a travel agency based in Brighton, with over 15 years’ experience and we would like to be able to offer high quality cruises in Scandinavia to our clients. Could you please send us details of your current packages, with all the relevant terms and conditions?
We look forward to your reply.
Kind regards,
Mike Stewart2 7 LISTEN and READ.
BODY: The message.
INFORMAL Dear Jack/Jennifer, Best wishes, / All the best,
FORMAL
Dear Mr/Ms Fordham, Yours sincerely, / Kind regards, Dear Sir/Madam, / Dear Sirs, Yours faithfully, / Kind regards,
Opening paragraph
• I am writing to enquire about…
• Many thanks for your letter of 17th September 20..
• With reference to your letter dated 11th November 20..
• We are one of the largest groups of hotels/resorts in…
• Our company specialises in…
• Enclosed you will find our latest brochure for winter sun holidays.
paragraph
• Please do not hesitate to contact us.
• We look forward to hearing from you.
• Looking forward to receiving a prompt reply.
a ◻ Could you please send us the price for a one-week, all-inclusive package for two people?
b ◻ Kind regards, Sally and Peter Wilkinson.
c ◻ Dear Sirs, We have seen your advert in the local paper and we are interested in your hotel.
d ◻ We look forward to hearing from you.
1 LOOK at the letter and COMPLETE the boxes on the left with these words.
Body – Enclosures – Subject – Letterhead – Signature – Opening
(1) or heading Date of writing
&B H
Luxury Coach Hire
21st October 20..
Recipient’s address (2) salutation
(3) line (4) Closing salutation (5)
Siler Group PLC
52 Banbury Road
Stratford-upon-Avon
Warwickshire CV35 0RW
B&H Luxury Coach Hire
85 Melrose Terrace
Milton Keynes, MK9 2EL
Tel: 01908 689584
Fax: 01908 689588
We were pleased to (1) your enquiry regarding coach hire for the group of twenty delegates attending your next conference. All our coaches are a maximum of two years old, with air conditioning, WC and free Wi-Fi, to ensure an extremely comfortable journey for all passengers.
On the basis of your (2) , we enclose our best quotation for coach hire for five days, with full insurance and comprehensive breakdown cover. Please do not (3) to contact us if you would like to make any (4) to this or if you require further (5) .
We look forward to doing (6) with you.
Yours sincerely,
Ed Murray Customer Services ManagerEncl. (1)
2 READ the letter and COMPLETE with the words in the box.
quotation preventivo enquiry richiesta di informazioni enclose alleghiamo
changes – request – business – hesitate – receive – details
1 8 LISTEN and READ.
2 MATCH the sentences that have the same meaning.
1 This is Geoff Riley.
2 I’d like to speak to Maggie Smith.
3 Can I take a message?
4 Joanne Wilkins speaking.
5 Thank you for calling.
a ◻ Would you like to leave a message?
b ◻ Thanks for your call.
c ◻ Can I speak to Maggie Smith?
d ◻ My name is Geoff Riley.
e ◻ This is Joanne Wilkins.
Answering the phone
• Good morning./Hello. Judy Lennon speaking.
• Hello. This is Judy. Can I help you?
Introducing yourself Asking for caller identification
• Good morning./Hello. This is John Boswell
• My name is John Boswell.
Saying why you are calling Asking to speak to someone
• I’m calling to…/about...
• I’d like to…
• Could I speak to Mr Miller?
• I’d like to speak to Mr Miller, please.
• Could I have your name, please?
• Who’s calling, please?
If you keep the other person waiting
• Hold on, please.
• Can you hold on a moment?
Saying that someone is not available Offering to take a message Promising action
• I’m sorry, but Mr Miller isn’t here at the moment.
• I’m afraid he isn’t in today. Can he call you tomorrow?
• Would you like to leave a message?
• Can I take a message?
• I’ll give Mr Baxter your message as soon as he comes back.
• I’ll ask him/her to call you later.
If you don’t understand what the other person is sayingSaying goodbye
• Sorry?/Pardon?
• Could you repeat that, please?
• Can you spell that, please?
4 MATCH the questions to the answers.
1 Who’s calling please?
2 Would you like to leave a message?
3 Could I speak to Julie Cavendish please?
4 Can I have some information about the hotel please?
• Thank you for calling.
• Thanks very much for your help/ the information.
• You’re welcome. Bye.
a ◻ Yes of course. Just a moment.
b ◻ It’s Luca from Sun Travel.
c ◻ No, thanks. I’ll call back later.
d ◻ Sorry, she’s in a meeting now.
5 10 PUT the conversation IN ORDER. Then LISTEN and CHECK.
A ◻ Of course. I’ll ask him to call you later.
B ◻ Good morning. This is Tanya Green. Can I speak to Mr Greyson please?
A ◻ You’re welcome. Goodbye.
B ◻ Can you ask him to call me, please?
A ◻ Good morning. Tourist Office.
B ◻ Thank you.
A ◻ Sorry, he’s in a meeting. Can I take a message?
1 11 LISTEN and REPEAT.
Offering help
• Can/May I help you?
• How can I help you?
• Do you need any help?
Asking for information/help
• Could you tell me...?
• I’d like to know/have…
• Have you got any information on…?
Giving information Closing the conversation
• Here is a map of the city centre/the island/the underground.
• Here are some leaflets with information on day trips.
• The castle/museum opens/closes at 9 o’clock/7.30 p.m.
• Adult tickets cost £15 and a child ticket is £8.50.
• You can catch bus 74 to the port/station.
• It takes about 15 minutes by bus/on foot.
• Thanks very much for your help/the information.
• You’re welcome.
• Have a nice day/a good trip.
• Enjoy your holiday.
a ◻ Assistant You’re welcome. Have a nice day.
b ◻ Tourist Is it expensive?
c ◻ Assistant How can I help you?
d ◻ Tourist Thanks very much.
e ◻ Assistant Yes, here is a leaflet with a new bus tour.
f ◻ Tourist Have you got any information on sightseeing tours in Dublin?
g ◻ Assistant No, adult tickets are only €8.
GRAMMAR
1 TICK (✔) D (direct question) or I (indirect question).
1 Could you tell me how much it costs?
2 Can I book online?
3 Are there any special offers?
4 Do you know how long the journey takes?
2
1 know / do / you / where I can buy a bus ticket?
2 me / you / could / tell / when the castle opens?
3 know / like / I’d / to / if I need to book in advance.
4 tell /can / me / you / if there are any discounts for students? ___________________________
5 you / know / do / if there is a bank near here?