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1. Прочитайте і підготуйте переказ тексту. Напишіть 8 запитань до тексту: "The current state of tourism"
Tourism may be defined as the science, art and business of attracting and transporting people, accommodating them, and catering to their needs and wants. As an industry, tourism is a dynamic, evolving, consumer-driven force.
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1 I forgot ……… (take) my mobile phone charger with me on my last trip, so I had to buy a new one.
2 A: Anna, did you remember ……… (send) that contract off to Lucia?
B: Yes. I did it yesterday.
3 These figures need ……… (check) – they don’t look right to me.
4 I regret ……… (say) that we will not be able to offer you the job, but we would like to thank you for your interest in the company.
5 When interest rates rise, consumers usually stop ……… (spend) and start saving.
11. Complete the text with the words in the box.
who what whose where which |
In the corporate market, apartment hotels are rapidly becoming popular with executives 1) ……… travel a great deal. Apartment hotels, 2) ……… share some of the features of traditional hotels such as a reception desks, can be hired for a single night or for several weeks. They are ideal for everyone 3) ……… job takes them away from home for a month or so at a time, because 4) ……… they provide is a space that is much more like home, with a bathroom, sitting room, bedroom and working area. Apartment hotels also come with a kitchen, 5) ……… executives can make meals, and they have laundry facilities as well, 6) ……… helps to keep costs down.
Dominique Villon, 7) ……… consultancy company DSD International advises clients on corporate travel, says they are a welcome development but are not ideal for everyone: ‘Apartment hotels are great in places like London, 8) ……… traditional hotels are extremely expensive, but 9) ……… they lack is room service, and that can be a problem for executives 10) ……… don’t have the time to cook for themselves.
12. Complete the sentences with a, an or some.
1 Take ……… cash with you for the taxi from the airport.
2 Do you know ……… hotel in the centre of Istanbul?
3 I’ve got ……… money invested in the stock market.
4 I’d like ……… litre of water please.
5 I’ve got ……… interesting news for you.
6 He has ordered ……… new furniture for the office.
WRITING PRACTICE
First jobs, CVs, and key data
As you near the end of your final year of study, it is a good idea to email your CV to companies that you are interested in working for. Most major companies have a section on their website called “Work for us” or similar. Use this to obtain the email address of the Human Resources Manager.
1 Look at Sara’s email.
1) Where did Sara study?
2) Which sector of tourism is she interested in working in?
3) Why does she say “When I finish…” instead of “if I finish…’?
4) Why does she indicate when she is available for interview?
Dear Sir / Madam
I am a final year student of Leisure and Tourism Management at the Bologna Institute of Tourism in Italy. When I finish my studies and qualify next June, I will be looking for a position in the hotel and accommodation sector. Your company has a very good reputation in this sector, and because of this I am very keen to be able to work for the Qualstar Hotel group.
Please find attached my CV and key data. I am available for interview at any time after May. I look forward to hearing from you regarding any suitable posts.
With kind regards
Sara Baldini
2 Look at Sara’s CV.
1) What has she been studying?
2) Which area of hotel and accommodation work attracts her most?
3) What key experience does she offer in this area?
3 Think about yourself.
4 Use your answers to ex. 3 and your current CV.
Prepare
Sara Baldini
Via dela Cima, 6, 5B
Prata 6709
Italy
Tel: +39 1709 543217
Mobile: + 39 708 456798
Email: sara912@yahoo.co.it
KEY DATA
I am a final year undergraduate in Tourism Management. After three years’ university studies, I am able to offer good basic knowledge of all sectors of the industry, although I have developed a special interest in hotel and accommodation services. I gained significant experience in front office management practices during my work placements. I am trained in the use of both Amadeus and Fidelio Front Office Manager, and in my last work placement I took responsibility for managing the hotel’s front office. I can contribute to the success of a front office because I enjoy working in a team, although I am able to work under my own initiative when necessary.
EDUCATION
2007 – 2010 Instituto di Prata di Turismo, Prata, Italy
Diploma en Turismo
Expected grade: Pass with merit
PROFESSIONAL EXPERIENCE
2009
………………………………………………………………………………
Затверджено на засіданні кафедри ІМПС 12 січня 2010 р. пр. №
ВАРІАНТ № 2.
READING AND SPEAKING PRACTICE
1. Прочитайте і підготуйте переказ тексту. Напишіть 8 запитань до тексту.
The current state of tourism
Tourism may be defined as the science, art and business of attracting and transporting people, accommodating them, and catering to their needs and wants. As an industry, tourism is a dynamic, evolving, consumer-driven force.
What is the state of tourism today? The answer is simple – growth. The global tourism industry is growing steadily at a rate of around six per cent per year. The basic measure for this is international tourist arrivals. Since 1990, the number of international tourist arrivals has risen from 439 million to around a billion, or about six and a half per cent annually. Before that, from 1950 to 1990, the figure had risen from 25 million to 439 million.
The simple fact is that more and more people want to travel to more and more places. The attractions of computers and the virtual world haven’t reduced this. Back in the 1980s, some people thought that with the growth of computer technology, business travel would decline, but this hasn’t happened – in fact it’s expanded because there’s no substitute for face-to-face transactions, especially in a globalized economy. This has been helped by the fact that the relative cost of travel has fallen.
Let’s now look at a few developments behind those statistics – destinations and types of holiday, for example. In Europe established destinations like France, Spain, and Italy are being challenged by newer destinations offering cost advantages, such as Bulgaria and Croatia. On top of this, new shorter break destinations are emerging in the market. But more importantly, though still the region with the most international arrivals; Europe is beginning to lose its dominance of the tourism industry. Tourism in Asia – both as a destination and a generator of tourists – is growing dramatically. Since 1990, the number of tourist arrivals in Asia has gone up by nearly 400%. That’s something that wasn’t really predicted in the 1980s. At that time, people were expecting growth to come from Europe and America.
Another development is that the mass tourism of the 1950 to 1980 period has fallen, and given way to more independent specialist holidays. Yet, ironically, independent travel and backpacking has itself become characterized by ‘mass tendencies’ with a whole industry now developing to support it – from gap year tour companies to backpacker insurance policies and backpacker hotels.
Let’s have a look at the most dramatic development of all – computers and the Internet. The Internet has led to a revolution in the tourism and travel industry. On the one hand, it has resulted in a new type of independent consumer, who looks everything online. But on the other hand, even within the travel industry, the internet is emerging as the key distribution source. What this means is that the industry can reach customers directly, and as a result the role of the retail agent is declining.
At the same time, the big travel companies have fully embraced this new technology, whilst continuing to buy shares in other tourism-based companies, giving them even greater dominance in the market place. So what’s happening is that the big companies are getting bigger at the same time as more and more small specialist companies are emerging
In the second half of the 20th, concern for the environmental impact of travel and tourism gradually increased. Some believed the jet aircraft would be replaced by space travel, that trains and cruise ships would use alternative fuel sources, that underwater leisure centres would be built – all with the hope of reducing the environmental impact of our industry. Well, these things haven’t happened. In fact, the number of flights by jet aircraft has increased sharply, particularly with the emergence of the low-cost airlines. The consequence is that we still have these concerns to deal with – and this will be something we come back to later on.
Write complete sentences from the notes. Change the form of the verb if necessary.
1. business travel / expand / in recent years
2. low-cost airlines / emerge / late twentieth century
3. currently / more and more people / take / short-haul flights
4. number of flights by jet aircraft / increase / sharply / 21st century
5. increase in air travel / lead to / worries about environmental impact
6. internet / mean / more people book online / nowadays
7. as / result / number of specialist tour operators / increase / last twenty years
8. underwater leisure cities / not appear / yet
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The restaurant business
The first true restaurant, the Grand Taverne de Londres, opened in Paris in 1782, by Boulanger, “the father of modern restaurant”. He called his famous soups “restoratives”, because they were believed to restore the guests’ strength and energy. By 1794, when heads were literally rolling in Paris, there were about five hundred restaurants in this city. Although it really cannot be said that the French Revolution was responsible for the invention of the restaurant, it was responsible for the propagation of the concept. The chefs of the best restaurants were scattered by the Revolution. Some stayed in France; some went to other part of Europe; many crossed the Atlantic to America, especially to New Orleans, the truly French corner of the New World. They almost all went into restaurant business, bringing their culinary traditions with them. Soon the plain, hearty fare of the British and the primitive cooking of the Americans were laced with piquant sauces. Other countries, too, felt the effects of French culinary artistry, and most absorbed some of the principles of French cooking into their own. Exceptions were the Italians, who had developed their own very strong culinary traditions and felt, with great deal of justification, that French cooking was itself derived from the Italian.
Restaurants play an important role in society. Dining out fulfils an important social need. People want not only nourishment, but also the social interaction that takes place in a restaurant setting. But the successful operation of a restaurant is dependent on a number of factors, and the most important of them are its positioning, i.e. a distinctive place in the market and its concept, i.e. the total impression it makes on its potential guests.
The market of the restaurant is composed of those guests who will patronize it. A good indication of the size of the market can be ascertained by taking a radius of from 1 to 5 miles around the restaurant in question. This area is usually called the catchment area. In order to determine the potential viability of a restaurant it is necessary to divide the number of restaurants in the catchment area by the total population. The average number of people per restaurant in the USA is about five hundred. Perhaps this kind of saturation is one of the reasons for the high failure rate in restaurant business.
Obviously, each area is different: one location may have several Italian restaurants but no Chinese restaurant. Therefore, a Chinese restaurant would be unique in the market, and, if properly positioned, may have a competitive advantage. If someone in the catchment area wanted to eat Italian food, he would have to choose among the various Italian restaurants, each year thousands of restaurants open and thousands more close, and even nore change ownership for cents on the dollar. The restaurant business is relatively easy to enter, but it is very difficult to succeed.
Answer the following questions:
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Service characteristics of hospitality industry
Key terms and concepts
The services of hospitality industry have characteristics typical for any service. Firstly, they are characterized by intangibility: they cannot be seen, tasted, felt, heard, or smelled before they are provided. The second major characteristic of hospitality services is inseparability: they are produced and consumed at the same time and cannot be separated from the situation of service. The third major characteristic of services is their variability: lack of consistency resulting from the fact that their quality may vary greatly, depending on who provides them and when, where, and how they are provided. And the fourth major characteristic of services is their perishability: they cannot be stored for later sale or use; if not used now they are lost forever.
Bearing in mind these characteristics of services it is easy to understand the importance of organization image (the way the customers see a hospitality organization) which depends on effectiveness of management strategies meant to tangibilize services (that is, to use physical evidence, such as trade marks, employee uniforms, physical surroundings as promotional means to reduce buyer’s uncertainty about the quality of future services). In a wider sense, organization image is a result of service culture (a system of values and beliefs in an organization that reinforces the idea that the quality service is the first priority of the business).
Among the ways to improve service culture is proactive marketing (marketing techniques meant to promote the idea that service quality of interaction between the customers and the service people). The people who actually render the services are often referred to as customer-contact employees. In its turn, the quality of these interactions depends on the quality of interaction between the service people and their managers. The relations of this kind are often called internal marketing, which can be defined as effective training and motivating the service people to work as a team to provide customer satisfaction.
Of course, not everything about the organization image depends on the company itself. The intermediaries can do a lot to promote or destroy the image. In hospitality industry, the intermediaries are, for example, the tour wholesalers, the travel agents, the travel writers, etc. that is why the company should work with them, giving them a chance to experience their facilities in low-risk situations, for example, organizing the so-called fam trips (from the word “familiarization”, that is “making familiar”). During such trips, hotels provide rooms, food, beverage and entertainment to the intermediaries free of charge, in hope that this experience will encourage them to recommend the hotel. This tactic is often used with travel agents and the meeting planners – specialists in coordinating every detail of meetings and conventions (professional or business meetings, which usually include some form of exposition or trade show). When the airlines offer free tickets (usually called complimentary) to tour wholesalers, it is also a kind of a fam trip, meant to increase the company’s business.
VOCABULARY AND GRAMMAR TESTS
1. Match the beginning of each sentence on the left with its ending on the right.
1 She has set
2 We’re making
3 I always keep
4 Jane will take
5 I have to give
6 He never achieved my appointments.
7 He fielded
2. Choose the correct collocation.
1 Our company sets a high value / price / cost on after-sales service.
2 Competition to earn / win / achieve the contract was strong / stiff / hard.
3 You need a wide range of skills in order to work / run / go a successful business.
4 How long have you been doing / making / getting business with China for?
5 The annual takeover / overtake / turnover / overturn of our company is growing rapidly.
6 It’s my job to weigh / balance / add the budget.
7 We’ve put in a very competitive offer / bid / deal so I hope we’ll get the job.
8 We’ve been doing rapid / stiff / brisk business all morning.
3. Choose the correct collocation.
1 Dan kicked up a terrible fuss / foot / fever about the service we received.
2 the hotel manager dealt / handled / honoured our complaint very efficiently.
3 We can’t sell our old sofa because it doesn’t perform / inform / conform to modern safety regulations.
4 I would prefer not to take my custom somewhere / anywhere / elsewhere.
5 The service at the hair salon did not run / come / do up to standard.
4. Complete these descriptions of TV documentaries using a word from the box.
arduous beaten intrepid sense sights trekking unexplored |
1 John Howes presents holiday tips for those heading off the ……… track, while Anneke Zousa does the ……… of New York in record time.
2 In this fascinating film, Grieshaus gives us a picture of the largely ……… wilderness of the Kara Kum Desert.
3 Like a(n) ……… explorer of the nineteenth century, James Westly traveled with only two companions.
4 In 1957, Anna Tresholm went ……… through the mountains of North-Eastern Turkey and filmed every step of her way. This unique footage reveals the harshness of her ……… journey.
5 This film conveys a genuine ……… of adventure, as we travel with its makers through the dense jungles of Guyana.
5. Fill in the gaps with words derived from the words in brackets.
The 1996 Paralympics, held in Atlanta, USA, were a 1) ……… (demonstrate) of the best aspects of sporting 2) ……… (compete). The games showed the world that, with enough spiritual 3) ……… (strong) and 4) ……… (determine), even the most severely 5) ……… (disable) people can do 6) ……… (amaze) things in the field of sport. From very humble 7) ……… (begin), the Paralympics have steadily gained 8) ……… (popular) and are now among the major sporting events in the world. These games are on 9) ……… (inspire) to people 10) ……… (world), and are proof that people can reach their goals if they have faith in themselves and refuse to be defeated.
6. Replace the word in bold with a synonym. Choose from the words in the box below.
eventually concentrate cut off admit crowded very much fed up with startled intense |
Helen’s idea of an ideal holiday has changed 1) a lot in the past few years. Nowadays, she’d much rather go away in spring when most places are not 2) filled with tourists.