Manual ESP 212

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Schoolof

Tourism

DuocUC

3000 ESP

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CONTENTS

Unit One Food and Tourism

Unit Two Tour Conflicts

Specialized Tourism

Administrative Issues

Unit Three

Unit Four

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Food and TourismUnit

One

1.- Discussion

In pairs, take 20 minutes to discuss the questions below. Tell

the class your conclusions.

• Have you ever heard the concept culinary tourism or food tours?

• How important is food in the development tourism?

• What are some of the most famous dishes nationwide and world-

wide?

• What local dish would you consider attractive for tourists?

• Can you mention typical aperitiffs, appetizers, salads, main cour-

ses and desserts both locally and internationally?

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2.- Reading Comprehension

Traveling to eat: Food tourism grows in USASource: http://usatoday30.usatoday.com/travel/destinations/2007-02-19-ood-tourism_x.htm

NEW YORK — Surrounded by imported pasta andgrains, Carol Berger inhales deeply, raises her arms

and shuts her eyes in semi religious appreciation.“Look at that beautiful prosciutto over there,” shesighs, pointing at a glass case lled with jewel-tonemeats, while others on the guided tasting tour shufeinto the shop to gape at a large jar of black trufes.

The expedition through the specialty shops of Man-hattan’s Chelsea Market is just one stop on the Flor -ida resident’s culinary ramble through New York City— and she’s not alone.

Nationwide, an increasing number of vacationers arebasing their travel around food and wine — and a

study released Wednesday says that 27 million Amer-icans have made culinary activities a part of their trav-els within the last three years.

“It’s something that really took off in the past veyears or so,” said Cathy Keefe, the manager of mediarelations for the Travel Industry Association of Amer-ica, which helped pay for the study along with Gour-met magazine and other organizations.

Of the 160 million U.S. residents who travel for lei-sure, about 1 in 6 have recently taken a food tour, en-rolled in a cooking class, toured a winery or otherwiseparticipated in culinary activities as part of a vacation,

according to the study.

Nearly half of that group took a trip or chose a des-tination because of the food and wine activities theywould nd there.

Walking from a bread bakery toward a wholesaleseafood shop across the way, Berger, a payroll taxaccountant from Del Ray Beach, Fla., said her trip toNew York — planned with a group of foodie friendsshe calls her “dinner club” — was motivated by food.

“We come to New York to do restaurants,” she said,recounting one particularly eye-opening experience:

“It was the rst time I tried sea urchin, and it was fab-ulous.”

New York State is one of the most popular destina-tions for food travel, outdone only by California andFlorida, according to the TIA study.

For Carmen Botez, that crush of interest becameapparent last year, when the 29-year-old found her-self essentially drafted into becoming a tour guide.

After launching a Web magazine offering a virtual“chocolate tour of New York,” Botez was deluged byhundreds of requests for the real thing. She has since

launched her own company, New York ChocolateTours, which charges visitors $70 apiece for a tasting

tour of the city’s high-end sweets shops.

The increase in culinary tourism has accompanied arise in emphasis on food throughout American cul-ture, said Barry Glassner, a sociology professor at theUniversity of Southern California and author of thebook “Gospel of Food,” published last month.

“We dene ourselves by how we eat. We show othersand we show ourselves what kind of people we areby how adventurous we are about food,” he said.

Glassner attributed the shift, which he said has accel-erated over the last 5 to 10 years, in part to the many

foods that new waves of immigrants have broughtwith them to America.

The increased availability of new items at super-markets around the nation, the appearance of morefood-oriented television programming, and the manyInternet food discussion boards have also played arole, he said.

“Many people now when they travel would beashamed to come home and say they didn’t see themain museum or didn’t taste the national dish,” saidGlassner. “We believe that if we’ve tasted their foodwe’ve gotten closer to their culture.”

That may account for the success of companies likeThe International Kitchen. The Chicago-based en-terprise, which offers cooking-class vacations to Eu-rope, has been growing each year, said owner KarenHerbst.

Foods of New York Tours Inc., which charges $40for the tour of Chelsea Market and for its other ex-cursions around the city, is also drawing a growingcrowd. After recent expansion of 30% yearly, ticketsales for 2006 totaled more than 14,000 — up fromabout 2,500 in 2000, said owner Todd Lefkovic.

Companies following a similar model — offering toursthat alternate walking, talking and tasting — havebeen springing up elsewhere around the country.Shane Kost, who opened Chicago Food Planet tourslast year, said the company became protable al-most immediately. Kelly Hamilton said her New Orle-ans Culinary History Tours were fully booked withinmonths after opening in 2004, although business hassince slowed following Hurricane Katrina.

The tours, Hamilton said, allow people to go beyondthe usual sightseeing to experience a destinationmore intimately, incorporating the senses of taste,

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touch and smell. In Chicago, Kost focuses on show-ing people spots that are local secrets, helping themfeel like they’re going off the beaten path.

Of course, for many tourists, culinary travel is lessabout education and more about nding unique eat-ing and drinking experiences. More than half the trav-elers who seek out food and wine activities make apoint of trying local cuisine and restaurants, accordingto the TIA study, which was performed by Edge Re-search and surveyed 2,364 leisure travelers betweenJuly 21 and Aug. 9.

The study respondents had volunteered to partici-pate in online questionnaires, and results were thenweighted to reect the general population.

Pam Hays, of Fayetteville, Texas, said she and herhusband make sure to sample the local cuisine wher-

ever they travel.

“In New York,” she said, “at breakfast we discusslunch; at lunch we discuss afternoon snack; at after-noon snack we discuss dinner.”

Hays, who was on the Chelsea Market tour, is a gen-eral manager at a restaurant, but plenty of others canenjoy such activities without that kind of expertise.

“We’re not connoisseurs,” said Mark Littlejohn, a mer -chant sailor from Long Beach, Calif., also on the tour.“This is to me more interesting than museums. ... Youcan actually experience it.”

3.- Follow up

After reading the USA Today article...1. Do you think a local food tour would be succesful?

2. How would you implement it to make it enticing for tourists?

3. Make a list of the ten essential steps to create a food tour

01.

02.

03.

04.

05.

06.

07.

08.

09.

10.

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4.- Listening Comprehension

Wine Making process.

Watch a video on wine production. List seven steps indicating how wine is made. Use Passive Voice.

Grammar point: Passive Voice is used to emphasize the action rather than the doer. Active Voice is usedwhen the ocus is put on the person who perorms the action.

Passive Voice is ormed by using the ollowing combination:

Object + verb ‘be’ + past participleWine is exported

Object verb “be” past participle

1. Grapes are picked.

2.

3.

4.

5.

6.

7.

Note: The verb “be” in Passive Voice may be used in any tense.Example: Grapes were picked / Grapes will be picked / Grapes have been picked / Grapes had been picked.

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5.- Vocabulary Expansion

Create four different menus including one for vegetarians. For help, refer to the following web pages.

• http://nymag.com/menus/

• http://www.thekitchn.com/

• http://www.foodandwine.com/

• http://eatingchile.blogspot.com/

MENU 1

MENU 3

MENU 2

MENU 4

• Which local dish would you offer a tourist?

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Source: WALKER, Robin and HARDING, Keith. Oxord English or Careers. ourism 2.

1.- Read the extracts about food tourism. Which title goes with which extract?

1. A new type of tourist?2. Food tourism - a winner for everyone3. In celebration of basic food4. Sea, sand, sun- and food!

2.- Thínk of a heading for the remaining extract.

3.- Whích extract(s) is/are

1. publicity for a food event or festival?2. from an article for tourism professionals?3. from a web page describing a tourist region?

4.- Read the extracts again. Wríte T (true) or F (false).

1. At the end ofthe bakers’ festival in the Philippines, the participants eat the bread.2. When you go to the chocolate festival in New York, you don’t have to try the chocolate.3. ‘Tasters’are people who try local food when on holiday in Tasmania.4. The Central Dalmatia gastronomic guide is a list of all the restaurants in the country.5. Which of the food festívals described sounds most attractive to you?6. Which are the most important food festivals in your regíon?

Date: 2nd week o February Name: INAPAY FESIVAL

Venue: Cuenca, Batangas, the Philippines

Te inapay estival is an opportunity or the local peopleto give thanks to their pa!ron saint, Our Lady o Peaceand Good Voyage. In particular, theestival is an act orecognition o the wonderul breadmaking skills o thebakers o Cuenca. Te main event is a unique paradewhere the biggest and longest breads o different shapesare parade through the main streets o the town. And theestival is interactive - afer the prade everyone gets a tasteo the pastries and bread products

A

lt is important for tourism managers to realisethat food tourism is not just good news for thetourist; local people also benet from it. As onetourism expert pointed out, ‘Hungry visitorsmean good business, not only for our restau-ranteurs, buc also for the farmers and sher -men who are their suppliers.’

B

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Anybody looking for a truly heavenly experiencewill think that they have walked into paradise atthe Chocolate Show in New York. The festivalis a chocolate experience of global proportíonswíth over 60 makes of chocolates on show.

Chocolate-makers from all over the world takepart, as do the visítors-chocolate tasting ísmandatory!

C

A study in Tasmania has suggested that a newbrand of food-lover exists. Tasters arevisitors who are interested in the food of aregion as a part of their overall tourism expe-

rience. They are looking for the real taste ofthe area, for something representative andauthentic,and they hope to nd part of this inlocal food and wines.

D

CentralDalmatia is one of Croatia’s regions that takesgreatest pride in the quality and diversity of the dishesserved on its islands and along its coasts. Recentlythis richness has become much more than a source

of pleasure for the locals. Now it is a signicant ingre-dient in what the region offers tourists. In fact, food isso important for tourism in Dalmatia that local expertshave produced the region’s rst ever gastronomicguide.

E

Find out

• Is food used as a tourism resource in your region?

Find out

1. What the most representative dishes are for the food in your region.

2. What the most common local ingredients are that are used in making dishes.

3. Which of these dishes is used in local tourist festivals or offered by local restaurants.

(Hint: go to your local information ofce, look atthe menus of restaurants and hotels restaurantsused by tourists, check on the Internet or askyour family and friends)

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Bizarre Food

Watch this video from the TV Programme “Bizarre Food” .

1. What local dishes or ingredients could be regarded as bizarre for tourists?

2. Find out what dishes are usually offered to tourists in Asia, Europe, America and Africa.

8.- Vocabulary Expansion

Source: WALKER, Robin and HARDING, Keith. Oxord English or Careers. ourism 2 .Food: ingredients and preparation.

1. Look at the food web. how is it organized?

2. Where would the ingredients go on the web?

3. Add any other ingreditents that are used in the food ofyour region? Use your dictionary if necessary.

1. Which ofthese methods of preparing food can you use witthe different ingredients?

baked fried stewedboiled grilled stuffed

2. Which of the ingredients would you normally use in

a starter? a main course? a dessert?


Describing dishes1. Listen and tick the food that is being described

2. Listen again. For each dish make notes about1. ingredients 2. preparation 3. accompaniments.

3. Are the dishes being described starters, main courses ordeserts?

4. Which disehs sound nicest to you, and which dish would yleast like lest to try?

aubergine lamb prawnscheese lobster pulses

chicken olive oil vicecourgette onion sausage

crab oranges strawberrycream peppers yogurtgarlic pork

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10.- Language Spot

Describing Food

1. Look at what the waiters said. Identify (a-f). Identify phra-ses for

1. giving a general idea of a dish2. describing the ingredients and preparation3. describing what accompanies the dish

a. A salade Marocaine is made of chopped tomatoes.b. Harira is a bit like tomato soup.c. It’s a type of stew.d. It’s cooked with potatoes and other vegetablese. Schnitzel is served woth potato salad and a slice of

lemon.f. The meat is covered in breadcrums.

3. Look at the waiter’s English notes on the Malaysiandish Nasi Lemark. What would the waiter actually say the guest?

1. very special Malaysan dish

2. tipically eaten breakfast

3. served here:evening

4. ingredients rice % coconut cream

5. like rice pudding but not dessert

6. rice soaked in coconut cream

7. rice & cream steamed + herbs

8. served+ cucumber, anchovies, peanut

Taking an order 1. Look ath these phrases. In what order would a waiter

use them during a meal?

1. Are you ready to order?2. Enjoy your meal.

3. Good evening. A table for two?

4. Here’s the menu. Today’s special is...

5. This way, please.

6. Would you like to order some wine with your meal?

7. Can I get you an aperitif?

2. Which phrases use the passive voice?

11.- Reading ComprehensionHow to make the perfect cevicheSource: http://www.guardian.co.uk/lieandstyle/wordomouth/2012/sep/13/how-to-make-perect-ceviche

If you’re already a ceviche convert,which British sh do you favour, andwhich other Peruvian dishes should webe trying?

Peruvian food’s having a bit of what thefashion desk might call a “moment” –

in the novelty-hungry capital at least.I shall have to rely on all of you out-side the London bubble to inform mewhether Margate is currently going madfor mondongo, or Crewe crazy for cuy,but here three new restaurants spe-cialising in the Peruvian cuisine haveopened in the last six months. And, ofcourse, in the manner of any self-re-specting food trend there’s a Peruvianpop-up, called, rather wonderfully, TheLast Days of Pisco.Many of the dishes on offer – the hal-

ibut with Andean herbs at Lima Lon-

don, or the pumpkin and sweet potatodoughnuts at Tierra Peru – are not likelyto become staples in British kitchens,but one dish which appears on all themenus, ceviche, really deserves to bebrought to the attention of sh lovers.OK, so it›s not strictly Peruvian – it›s

common throughout Latin America,and I rst came across it at a Mexicanbeach shack, but it›s so associatedwith the country that they›ve declareda national holiday in honour of this vitalpiece of their culinary heritage.

Ceviche, for those that steer clear ofsuch vulgar things as trends, is, atits most basic, raw sh marinated incitrus juice and spices; the acid in the

juice denatures the proteins in themeat in much the same way as cooking

would. The esh becomes opaque, the

texture rmer and dryer, yet the avouremain spanking fresh: it’s the perfectzingy dish for a warm autumn day.

American chef Rick Moonen describeit as a “citrus cocktail”, which soundsabout right.In Ecuador, they commonly add tomat

sauce, while in Central America cevichis often served salsa-style with tacos otostadas, but in Peru, simplicity seemsto reign supreme. Fish or shellsh, cit-rus, chilli, perhaps some onion – whywould you want anything more? As the

American writer Calvin Trillin put it ina wonderful article on the subject forthe now-defunct Gourmet magazine, «would imagine that Peruvians considetheir version of ceviche stately andEcuadoreans consider it dull.» But trusme, for the British palate, at least, the

dish is anything but.

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The sh

Olive magazine recipe ceviche - anunusual mixture of salmon and plaice.Photograph: Felicity CloakeIt goes without saying that any shserved raw should be spanking fresh,but even in Peru there’s no singlespecies that’s particularly favoured forceviche. It makes sense to use the localcatch and the species used changesdepending on availability: inland, fresh-water sh such as trout replace thecorvina, sea bass or shark of the coast.Henrietta Clancy, chef at the Last Days

of Pisco (and, in the spirit of full andfrank disclosure, also a good friend ofmine) has experimented with variousspecies. In theory, she says, any whitesh can be used, but “many fragile shcan become rubbery or totally dissolvein the lime juice”.

She plumps for sea bass: it retains itsavour and texture and is the closestthing to the tilapia she ate in Peru lastyear. Martin Morales, the man behindthe appropriately-named Ceviche inSoho, suggests “dover sole or otherwhite sh”, Tom Aikens recommendssea bream in his sh cookbook, andHugh Fearnley-Whittingstall and NickFisher suggest black bream or sea bassin The River Cottage Fish Book noting,like Henrietta, that “rm, well-muscledvarieties such as bream and bass areideal ... but we have had good resultswith gurnard and pollack as well”.Elisabeth Luard, author of The Latin

American Kitchen, calls for salmon in

a recipe I clipped out of Waitrose FoodIllustrated years ago and have beenusing ever since, and olive magazineuses a mixture of plaice and salmon.I nd the salmon too strong a avour:it’s nice, but it doesn’t take on the a-vour of the lime and spices in the sameway as the white sh. Plaice and sole,meanwhile, seem a little dry and akyonce marinated. The bass and breamget the universal thumbs up: as Henriet-ta suggested, they stand up well to theacid, remaining juicy throughout.

To dice or slice?

Tom Aikens recipe ceviche. Photo-graph: Felicity CloakeThe cut is also important, and sug-gestions range from largeish (3x2cmchunks) from Morales to slicing thesh “as thinly as possible” from olive.Henrietta advises that dicing, ratherthan slicing, will “ensure a good distri-bution of raw sh and sh cooked onthe outside” – contrast between theinside and the outside is important, butI actually nd that, with Martin’s recipe,there’s too much raw sh because the

chunks are so large. I prefer the moreintense citrus avour of Tom Aikens’small dice, but I’m going to make themslightly bigger to highlight the differenttextures in the dish.

Citrus

Alime. Photograph: David Sillitoe for theGuardianThe chief marinating ingredient is,of course, citrus juice. Lime is mostcommonly used, but lemons and evenSeville oranges are sometimes seen(the latter, unlike ordinary oranges,having the requisite acidity for the job).I can’t nd any recipes calling for them,perhaps fortunately, as they’re not inseason, but Hugh and Nick’sdoes utilisea mixture of lime, lemon and orange.

Aikens uses lemon, zest and juice,while everyone else sticks with lime invarying amounts, Morales using 15 for600g of sh, nearly ve times as manyas the olive recipe.I prefer the fruity sharpness of limeshere to the sourness of lemons, butHenrietta tells me she feels that thelimes in this country are less sweet than

the ones in Peru. So although I can’treally taste it in the River Cottage marnade, I adopt the idea of adding orang

juice to tame the sourness. The bit-terness of the zest, though, feels wronhere – it’s a distraction from the cleanavour of the juice.

Henrietta uses mixed peel in her celerparsley and orange ceviche, which I

really like – the sweetness is a pleasacontrast to the zingy marinade, but Ihave to concede that it’s probably notan essential. It is, however, absolutelyvital to use a generous amount of cit-rus – that way you get a good spoonfualong with the sh. Peruvians oftendrink the leftover marinade, known astiger’s milk, after nishing the dish itsebut this is strictly optional – as a hang-over cure, it’s in the do or die category

Alliums

Alliums of some sort are almost non-ngotiable: Aikens and olive use nelychopped shallots while everyone elsegoes for red onion. I prefer the morestraightforward sweetness of the lattebut I think soaking it in iced water briebefore use, like Morales, is essential iit isn’t to overpower the entire dish. Itseems more usual to leave the onion ithin strips, but I’m going to nely dice

it so every bite of ceviche has a goodbalance of avour.

Spices and other ingredients

The Last Days of Pisco recipe cevichePhotograph: Felicity CloakeEveryone apart from Aikens useschilli, but the only recipe I nd callingfor the aji amarillo, a fruity pepperdescribed by Henrietta as having acitrussy, almost pineapple-like avourand popular in Peruvian cooking, is heown. They’re difcult to track down inthis country, but you can order themdried online, or nd them frozen in

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South American shops – I reconstitute a dried chilli, andpound it into a paste for Henrietta’s ceviche. The fruity tang-iness works well with the lime, and if you can nd it, it’s wellworth a try, but a vibrant red bird’s eye chilli will add heat anda splash of colour if not.Generosity with the salt, a step missed by many recipes,seems essential: the twin punch of the lime and the salt isan essential part of ceviche’s appeal. Henrietta rubs it on thesh and leaves it to sit for a minute so the surface “is morereceptive to the marinating liquid”. This is a good tip: the sh

seems to absorb the avours better, both of the marinadeand the seasoning itself.

Herbs like coriander and parsley are often included to addfreshness: coriander is most popular in the recipes I try, butFlor Arcaya de Deliot, author of The Food and Cooking ofPeru, uses parsley instead, as well as celery, which alsofeatures in the River Cottage recipe. I nd the pepperiness ofthe parsley less pleasing with the lime and the sh than thefresh avour of the coriander.

Marinating time

Marinating time varies wildly, from Tom, who servesit as soon as it›s all mixed together, to River Cottage,who suggest leaving it «for a minimum of an hour and amaximum of 12 hours; 3–4 hours is about perfect». I ndeven 4 hours excessive: the sh has become chalky anddry. Tom›s, meanwhile, is good, but undeniably sashimi-like(the Peruvians in fact have their own version of this, calledtiradito). Flor goes for 30 minutes, while Henrietta says shetends to tend towards a shorter marination, to maximise thecontrast “between what your dish tastes like at the beginningof the meal compared to what you get at the end”. I nd 10minutes perfect: the outside layer of the sh has absorbed

the avour of the marinade, while the insides remain soft and juicy. So simple, yet so utterly delicious.

Perfect ceviche

Felicity’s perfect ceviche. Photograph: Felicity Cloake

Serves 2

½ red onion, nely chopped 250g skinless and boneless sea bass or sea bream llets ½ tsp salt, plus extra to season

Juice of 4 limes Juice of ½ orange1 red chilli, shredded, or 1tsp aji amarillo paste Small bunch of coriander, roughly chopped

1. Put the chopped onion into iced water and soak for 5 minutes, then drain well.

2. Cut the sh into 1½ - 2cm cubes and rub with the ½ tspsalt. Leave for a minute. Add the citrus juices and the chilli

and leave to marinate for 10 minutes. Check the seasoningand adjust if necessary.

3. Divide the sh and marinade between 2 bowls, scatter wcoriander, and serve immediately.Does Peruvian food have the potential to win British hearts and, if so, which other dishes should we be trying? If you’realready a ceviche convert, do you like it Peruvian, Chilean, Ecuadorean style – and which British sh do you favour foryour own version?

1.- Write down your favorite dish recipe.

12.- Follow up

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13.- Grammar

suggest / insist / demand / recommend

Suggest is one of those verbs of advice that cannot be followed by the more usual pattern of

object + infinitive but has to be followed by a that-clause with should + infinitive or with past,

present or subjunctive form verbs.

Insist, demand and recommend (among others) also follow this pattern, but other verbs that

suggest that something is desirable or necessary or important follow the object + infinitive

pattern. Compare the following:

I asked him / told him to stop phoning me.

I implored him / begged him to stop phoning me.

I insisted / demanded that he should stop phoning me.

I insisted / demanded that he stopped phoning me.

I insisted / demanded that he stop phoning me.

If you just want to use a verb immediately after suggest or recommend, make sure that the

verb which follows use -ing

I suggest going / entering / work ing / leaving

Source: http://www.bbc.co.uk/worldservice/learningenglish/grammar/learnit/learnitv201.shtml

1.- Fill in the blank with the correct form of the verb in parentheses.

1. I suggested that the receptionist ...................... ............. (arrive) earlier.

2. The tourist guide recommended ..................... .............. (wait) in a safe place

3. The chef demanded that the ingredients ....................... ............ (be) on time.

14.- Restaurant Language

May I take your order?

1. Work in pairs Note down three questions a customer mightask about this menu.Decide how you would answer each ques-

tion.

2. You’ll hear three guests ordering from the menu.Note down theirorders, including the changes they request.

3. Work in pairs. Listen again and then discuss these questions:

• Which waiter or waitress did the best job?

• Who made a mistake? What was the mistake?

• Who was the most polite?

• Who was the most efcient? Who was the most friendly?

Menu

Appetizers and soups

Soup o the day Cream o asparagus suoup

Melon with port wineSix oysters

Grilled sardines with lemon juice and garlicSmoked salmonWaldord Salad

EntréssGrilled fillet steak served with French ries

Pan-ried trout served with tagliatelle

Venison steak with pepper sauce served withroast potatoesVeal schnitzel served with new potatoes

Grilled lamb chops served with sauté potatoe

all served with vegetables of the day

Today’s specials

omato, spinach and eggplant casserole.

Poached salmon with a ginger and lime sauce

Source: JONES, Leo. Cambridge University Press.Welcome! English or the raveland ourism Industry.

T h e S u b j u n c t i v e

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Fill in the blank in this dialogue

Waiter : Are you ready to order?

Customer : Yes, I’d like the steak, please.

Waiter : Certainly, How .........................................................................?

Customer : Medium rare, please. And can I have it with rice instead of French fries?

Waiter : Yes, of course. Would ..............................................................?

Customer : Yes, a mixed salad would be nice.

Waiter : Fine, sir, and would ...................................................................?

Customer : Oh, yes. Let’s see... What’s the soup of the day?

Waiter : Today we have crea, of asparagus - it’s made with fresh asparagus.

Customer : Good. OK, I’ll have that.

Waiter : And would ..................................................................................?

Customer : No, I’ll have a beer, I think. Do you have a local draught beer?

Waiter : No. I’m afraid not. That’ll be ne.

Waiter : So, that’s a medium rare steak with rice and a mixe salad. And cream of

asparagus soup to startwith. Is that right?

Customer : Yes, that’s right. And can I have some bread, please?

Waiter : ......................................................................................................


You’ll hear three people talking about their work. Listen to what they say about what they do and what

they enjoy ( ) and don’t enjoy (x) about thier work. Match the comments to the person who says them.

Helen

wine waitress

Fiona

barmaid

Sam

restaurant manager

alcohol makes 20% of people behave badly

asking noisy customers to be quiet

being busy

dealing with complaints

explaining what things are

hard work, late nights, long shifts

large orders cause delays for other tables

meeting people from other countries

not being too close to the customers

recommended drinks

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16.- Oral Production

Complaints at the restaurant

What are the most common complaints by customers in a restaurant? In order of i mportance, list the ten most frequent

complaints. One is the most frequent.

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Were your guesses right? Now compare your list with this article taken from this blog:http://blog.infoglutton.com/2010/07/13/top-10-restaurant-guest-complaints/

Here are the top 10 guest complaints compiled from neg-

ative reviews for hundred of restaurants of all price ranges

and cuisines.

1. Service is slow

Yes, slow service is the single most common complaint.

Interestingly, the opposite problem (service too fast) is

also in the top 10.

2. Food is overpriced

People seem to prefer mediocre food at the right price

than good food with a large bill. However, people will not

complain much about price in very expensive, highly-rat-

ed restaurants.

3. Portions are too small

Here’s maybe the explanation why it is almost impossible

to finish a plate in the majority of restaurants. Better never

let a guest leave the restaurant with an half-full stomach.

4. Food is bland / tasteless / flavourless

Complain #4 and #5 are two extremes. On the one side,

people want the food to be tasty and yummy.

5. Food is too salty / greasy / fatty / unhealthy

On the other side, people dislike butter, salt and fryingabuse.

6. Too noisy / can’t hold a conversation

Romantic dinner in a noisy place is a common turn-off.

7. Service is rushedYes, a common mistake made by waiters is to bring main

plate before appetizer is over. Also, people dislike feeling

they have to leave the place for the next group of dinners.

8. Place / bathroom / kitchen not clean

The title says it all. Not clean is no good.

9. Food is not fresh

People expect ruby-red meat, crispy emerald-green salad,

and the catch of the day.

10. Service is bad / unfriendly / not professional

This is the third service complaint of the top 10. Would

restaurants select all-star group of waiters before top

notch chefs? Seems like they should.

Are complaints the same everywhere or they vary

depending on the place?

Top 10 Restaurant Guest Complaints

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Problems come not always from the customer. Restaurant owners have got something to say as well.

Read this article taken from : http://ezinearticles.com/?Common-Restaurant-Problems-and-Solutions&id=410183

and see if you can add more similar situations.

Common Restaurant Problems and Solutions

By Patrick Sutherland

Whilethere will be problems with any business,in the restaurant industry a problem canbe a disaster if you allow it to be. Rather than regarding adicult situation as a problem, turn it around so it works toyour advantage. Look for solutions to common restaurant

business problems that can turn them into opportunities.

One common opportunity in the food service business

is down time. After lunch and before dinner, or betweenbreakfast and lunch you will probably have at least an hourwhen nobody comes through the door. Not only is this bad

for your bottom line but potential diners passing by maythink your restaurant is empty because it’s a poor one.Therefore, you need to ll those tables as much as possibleby enticing people to visit your restaurant between prime

hours. You could oer a happy hour with free appetizers or afree buet of chips and dips. A mid-morning brunch specialwill attract shoppers and passers-byand once the business community

gets wind of it your restaurant willbe the perfect place for an earlymeeting. You can also have a special

menu for those slow hours, perhaps

half portions with correspondingprices or items that are unavailableany other time of day.

The weather is another factor thatcan keep customers from dining

out. Your job is to entice them outof their houses, into the heat or coldor rain and through your doors! Thisis a fun opportunity to be creative

and get your sta involved. Choosea name for your promotion and per-

haps make it a contest with a smallincentive if the employee’s idea ischosen. Many restaurants in Phoe-nix, Arizona have promotions duringthe summer, when temperatures

can reach 120 degrees and no onereally wants to leave their air-condi-tioned homes or oces. They oer a percentage o for ev-ery degree over a certain temperature, special menus with

discount prices or limited time exotic drinks. You might oerfree iced tea during the hottest days of summer, a com-

plimentary scoop of ice cream after a meal or provide freevalet parking or other services to minimize exposure to theheat. In the winter you can greet your guests with free hot

chocolate or hot apple cider.

Another headache for restaurants is their seating arrange-

ments. Taking advantage of every inch of oor space meanthat some tables are in less desirable spots, such as near thkitchen, the entrance or a bathroom. You can make thesetables the most popular by oering free appetizers, desser

or other perks to people sitting there. Restaurants that turthis problem into such opportunities for their customersusually have those “undesirable” tables lled before any ofthe others!

Another problem that presents itself often is selling out ofpopular menu item before the day is over. If customers nd

that a variety of menu items are not available they may simply walk out and not come back. Turn this into an opportunty by apologizing to the diner and oer them a voucher tha

entitles them to get the itemfor no charge next time theyvisit. Tell them about otheritems on the menu that they

might enjoy instead. Theymay nd a new favorite!

Before starting your restau-rant business, give somethought to the kinds of problems that may arise in the

day-to-day management ofyour establishment. Successful restaurant entrepreneurs

nd ways to turn these problems into protable opportunities!

There are a number of restarant success factors thatcan go a long way towards

determining whether yourrestaurant operation is

profitable or not.

Do you think restaurant owners in your countr

would do the same?

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17.- Oral Production

Customer Service Complaints

1. In groups, think of how to approach the various complaints customers have in customer service.

2. From your conversation, extract 3 steps you would follow when handling a customer’s complaint.

1.

2.

3.

3. Create 3 situations including those 3 measures you came up with in the previous exercise.

Situation 1

Situation 2

Situation 3

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18.- Reading ComprehensionRead this article taken from http://www.ehow.com/how_6651512_handle-customer-service-complaints.html andcompare it with the steps you thought of on the previous page.

How to Handle Customer Service Complaints

By Stacy Divin, eHow Contributor

The handling of complaints is essenal to quality cus-

tomer service.

Anycustomer service professional will tell you thatone of the least favored aspects of this industry ishearing from a dissased customer. Despite this, knowing

how to handle customer complaints is imperave to ensure

quality service and repeat business. Complaints may come in

for a variety of reasons. However, by following a few simple

guidelines, grievances can be managed and resolved suc-

cessfully.

Instrucons

1 Adopt a detached yet posive atude regarding com-plaints. Quite oen, a customer may word their grievancein such a way that makes the issue appear as though it is

enrely your fault. When this occurs, don’t take it persona-

lly. Situaons such as this are nothing more than a customer

dissased with services received and should be handled

accordingly with professionalism.

2 Listen to the customer’s complaint and allow him to ventwithout interrupon. Ensure that you jot down all of thepernent informaon and ask direct quesons if something

is unclear.

3 Paraphrase the customer’s complaint/request. By pro-viding a summary of the complaint, you can ensure thatyou have the correct informaon. In addion, it shows that

you are paying aenon and that her issue is important to

you and the company.

4 Apologize to the customer while empathizing with hisissue. Customers want to know that you understand theposion and a simple apology can go a long way. Phrases

such as “I understand how you feel” and “I apologize for an

inconvenience this has caused” are good ways of showing

the customer that his experience with the company mae

to you.

5 Oer suggesons to recfy the customer’s issue. Notonly can this show the customer you are acvely tryingto solve the problem, but it allows her to provide her own

input as well.

6 Explain to the customer what you will do, in detail, tocorrect the issue. This will keep the customer completeinformed and aware of what steps will be taken to resolve

the complaint.

7 Correct the issue immediately. Delaying resoluon maycause further problems and could result in the loss ofclientele.

8 Provide the customer regular status updates on the resluon process. If the resoluon is a me-consuming process or is delayed for some reason, ensure that the custom

is informed and up-to-date on the status of their request.

9 Document the complaint and resoluon. By doing so, y

are providing a reference for fellow co-workers who can

assist them if the same issue arises again.

Tips & Warnings

Oer incenves to the customer, if possible.

Avoid playing the blame game; do not point n

gers at the customer or someone else in

your company.

Do notviolate company policy to sasfy a cu

tomer. If a customer requests someth

that cannot be fullled, explain why in detail and oer al -ternaves.

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19.- Conversation

Angry Customers

Dealing with customers seems to be a really delicate issue and much has been said about it. What aspects woulyou take into consideration to face an angry customer in a restaurant. Discuss and tell the class your conlusions


To complement your discussion, read this article from http://www.ehow.com/how_10075068_deal-angry-custome

restaurant.html How to Deal with an Angry Customer in a Restaurant

By Jkalal Assar, eHow Contributor

Waiters should relay guest problems to the service manager

and not oer soluons.

Successfully dealing with an angry customer in a restaurant

requires listening to the guest’s complaint, acknowledging

the problem and providing a soluon. The waitsta should

view themselves as nonenes when interacng with a

guest, parcularly when the guest is angry. In addion, so-

memes factors unrelated to the waitsta prompt a guestto lodge a complaint, so it’s imperave not to internalize it.

Most customer grievances concern food

quality. Other complaints, such as sta

problems, are solved by reassigning the

server to a new secon or table and

following company guidelines when

addressing it with him.

Instrucons

1

Respond empathecally while taking

mental notes of the guest’s com-plaints. You will relay his complaints

to the service manager. Let the guest

know a service manager will be with

him momentarily to address the issue.

2Remove the oending food or drink from the table

immediately aer hearing the complaint -- provided

that is what the complaint is about -- and take it to your

restaurant’s designated area for food recooks. If your restau-

rant doesn’t have a designated area, then take it to a place

out of sight of the dining area where you can summon the

service manager.

3Approach the service manager and repeat everything the

customer told you.

Service Management

4Listen to the server’s descripon of the problem. If the

problem is about food or drink, then visually inspect the

food or drink to idenfy the problem. Ask the server the ta-

ble locaon, and, if possible, the name of the upset guest.

5Approach the table, introduce yourself and ask how you

can help them. Allow the guest to describe the problem

Suggest a soluon that best addresses the issue: oer to

cook the food up if undercooked; oer a new item if over-

cooked; oer a dierent item if the guest indicates she

doesn’t want the same item. Assure the guest the problem

is taken care of and ask if you can get her anything.

6Describe the problem to

the chef and request a

recook, if necessary. Return

to the table and tell the gues

how long he will wait for the

recook to reach the table. Re

turn the recooked food to th

table and tell the guest you

will be back to check on him

7Return to the table and

ask the guest how she is.

Decide if a bill deducon is i

order. Only use a bill deducon -- also known as a comp --

the guest decided she didn’t want the recooked food. Mos

restaurants have guidelines regarding comping a guest.

Chef

8Listen to the service manager’s descripon of the pro-

blem and tell him the projected me for the recook.

Instruct your cooks to expedite producon of the requeste

food item.

9Inspect the food to verify the problem.

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10Show the cook or cooks responsible for the problem

with the food in queson and point out the problem,

then discard the food.

11Follow your personal or company guidelines for ad-

monishing the responsible cook or cooks. When the

food is ready, summon the service manager and instruct hi

to return the recook to the guest.


1. Listen to the following dialogues. Pay attention to the language used when offering, requesting, complainig,solving and what you consider most important. The dialogues have been extracted from: http://www.audioenglishnet/english-learning/subject_complaints.htm

2. Make a summary of those phrases you consider important.

Phrases for...

Ofering Requesting

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TOUR CONFL IC T SUnit

Two

1.- Discussion

In the previous unit, you learnt about culinary tours. You would be surprised to know how many types of tours

there are.

1. How many types of tours can you think of?2. Which ones do you think are more popular and why?3. What factors are the various types of tours based on?4. If you think locally, what types of tours are the most demanded and which ones could not viable? Explain this

last point.5. Take a look at the webpage below and relate the types of tours to the segments they best t in.http://www.tours.com/by_type.htm

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2.- Oral Production

When organising a tour, a series of jobs are involved in that undertaking.

1. What tour related jobs can you mention? Briey describe each one.

2. What skills are required to be part of the tourism industry? Particularly, for those tour related positions.

3. State differences and similarities among those jobs you mentioned in question 1.

4. Read an article taken from: http://www.jobmonkey.com/landtours/html/job_descriptions.html

Tour Guide Job Descripons

Theformal denion of a tour guide as set out by theEuropean Commiee for Standardizaon or CENis as follows:

Tourist guide: Person who guides visitors in the language of

their choice and interprets the cultural and natural heritage

of an area, which person normally possesses an area-specic

qualicaon usually issued and/or recognized by the appro-priate authority. (Wikipedia)

A tour escort diers slightly and is characterized by the fact

that they travel on longer tours, oen overnight. “Tour gui-

de,” however, is the generic term used to classify all forms of

travel group leaders including those working on motor coa-

ches, trains, on cruise ships, or on walking tours.

Follows are brief descripons of each kind of tour guide job

that you can get:

Sightseeing Tour Guide

Asightseeing tour guide will work predominantly on tour

busses or motor coaches.

As the name suggests, they lead groups of tourists on

sightseeing trips of their city or countryside. Sightseeing

encompasses all forms of aracons and scenic sights, as

well as historical landmarks and other interesng places.

Sightseeing tour guides will oen need to drive the tour bus,

as well as provide the narraon for the tour. Sightseeing tourguides are usually employed by a tour director. They are cho-

sen for specic tours dependant on their skills and knowled-

ge of an area.

Read more about becoming a sightseeing guide.

Step-On Tour Guide

Astep-on tour guide is hired by a tour director or tour gui-

de to provide specic informaon regarding a parcular

sight or aracon. As the name suggests, they step onto

the bus or train for a certain poron of the tour. The tour

guide in charge will make use of a step-on tour guide when

entering a large naonal park or aracon like Disneyworld

In this instance, the step-on guide has far more intricate

knowledge about the locaon. Step-on tour guides are ba-

sed in the area where they lead tours and usually work for

private company, museum, naonal park, or resort.

Shore Excursion Guide

Ashore excursion guide usually works on board a cruiseliner, but can also work for a charter touring yacht, or r

ver cruise vessel. The shore excursion guides, also known a

cruise hosts, will take groups of people from the cruise ship

onto the shore at various ports along the journey and show

them the main aracons. This requires a bit more researc

on the guide’s behalf, as you will be required to learn abou

every port city you travel to along the way, and there can b

quite a few on one cruise. The guides must be able to spea

the local language and will need to know where to nd the

best shopping spots, ideal dining experienced, organize

ckets for museums and other aracons, as well as plan

acvies for the guests, such as water skiing, hiking, seeing

a live theatre or music performance and more. Shore excur

sion guides travel on the cruise ship as well, making this an

excing job to have, as you will get me o while at sea to

explore the ship and take advantage of all the magnicent

events and acvies on board.

Adventure, Sport and Eco Tour Guides

A

dventure and ecotourism is on the rise and with it com

the need for highly skilled adventure and eco tour gui-

des, as well as sports tour guides. You must be qualied an

skilled in a certain type of sport and need to have a passion

for adventure. Whether it is hiking through the Amazon,

cycling through the French countryside, or leading a safari

tour through the African savannah, adventure tour guides

must be responsible at all mes. They have the lives of the

tour group in their hands, and must be fully trained in eme

gency and rst aid. On eco tours and adventure tours, map

ping out routes and strategically planning each day is im-

perave, and you have to understand the climate, weather

condions, and geography and wildlife of the area in order

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to lead a safe and successful tour. Ecotourism guides aim to

educate people about the natural environment they are tra-

veling in. They encourage conservaon and preservaon of

natural ecosystems as well as biodiversity.

Tour Manager/Director

Atour manager is responsible for planning and organizing

tours on behalf of tour operators. They oen travel to

foreign countries with the tour group and are the point of

contact for the local tour guides, step-on guides and other

suppliers. They make sure that travel documents and visas

are in place, book and check the group into their accommo-

daon, organize meals, sele bills, and are in charge of all

the mundane tasks so that the travellers can simply sit back

and relax.

Freelance Guides

Freelance guides usually work on a contract basis per tour

and provide visitors to an area with local tour narraon

and navigaon. Freelance guides are frequently hired by

tour manager or tour operators who are travelling to your

city from overseas. Some freelance guides are also private

tour specialists and oer their services to any group of tou-

rists no maer how small to lead them around the city, oe

translaon services and give them ps and advice for the

tour. Private guides will normally meet the travellers at the

airport and lead them to various locaons and aracons

each day. Freelance guides can charge on a per tour basis

if working with an accredited operator or director, but maydecide to charge per hour or per day if leading private tour

depending on the requirements of the visitors.

GAP Year/Volunteer Guides

Oneof the best ways to gain experience in the tourguiding industry and to enjoy traveling at thesame me is to volunteer for various tours. Safari guides in

Africa are oen hired on a voluntary basis and also work in

conservaon of the wildlife. Many GAP year programs existthat oer excing tour guide opportunies such as leading

ski tours in the Alps or working on game shing tours in Ala

ka.

Each type of tour guide has a specic role to play in the tra

vel and tourism industry with varying salaries, working con

dions, qualicaons, and job requirements.

1. After reading the above passage, search more information on these links:

http://www.prospects.ac.uk/tour_manager_job_description.htm

http://www.prospects.ac.uk/travel_agency_manager_job_description.htm

http://www.myjobsearch.com/careers/tour-operator.html

http://www.allaboutcareers.com/careers/job-prole/tour-guide.htm

2. Find differences and similarities concerning the abovementioned descriptions.

3. Compare the descriptions you have just read to your local tourism industry. How similar/different are they?


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5.- Oral Production

Tours organisation

1. How complicated can the organisation of a tour be? Note down your conslusions.

2. What should be considered before organising a tour?

3. Does the type of tour to be arranged have any effect on the process of organisation?

4. Make a list of ve points you can not leave out when organising a tour.


From tour guide to tour manager

1. Tourism trainees do not usually nd a job

as tour manager as their rst job. Listen to

Gina Meadows describe what she did before

she became a tour manager. Note down thetraining she did and any jobs she had.

2. Listen again and write T (true) of F (false).

1. Gina always wanted to work in tourism.

2. The qualication she got is recognized in manyEuropean countries.

3. She got the job she wanted immediately.

4. Her experience of traveling was more importantthan the qualication.

5. She spent two years working as a tour guidebefore becoming a tour manager.

6. She liskes her job.

Source: WALKER, Robin and HARDING, Keith. Oxord English or Careers. ourism 2 .

To organise a tour...

•

•

•

•

•

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5.- Reading Comprehension Tours organisation

The organisation of a tour takes important steps to consider. Take a look at this article from: http://traveltips.usatoday.com/organize-travel-tour-12751.html

How to Organize a Travel TourOrganizing travel tours is daunting work but

memories travelers make are priceless.

Ifyou suffer from multitasking mania, or-ganizing travel tours should be right

up your alley. From

nding ways to soothe

insecure travelers to

processing contracts,

bookings and documents

on deadline, you’ll

have more than enough

craziness to keep you

busy in between herding

tourists around exot-

ic sites. That stated,

think seriously about

the fun you’ll have

tramping about with a

coterie of your (soon-

to-be) closest friends.

Make the tour exciting

enough and nobody will

notice your talent for

mixing and matching the

same 10 wardrobe items.

STEP 1

Payyour dues byworking in somefacet of the travel in-

dustry before you start

organizing tours so you

understand protocols

and practices associat-

ed with group travel:

passports, visas, tick-

eting, accommodations,

meals, time management, group dynamics andyes, crisis management.

STEP 2

Identifya universe of poten-tial tour participantsbased on your desire to serve all types of

travelers or a specic category (i.e., se-

niors, young singles, students, women only).

Determine the number of trip participants

you can reasonably handle on your own or re-

cruit associate tour guides if you love the

idea of large tour groups.

STEP 3

Draw upa creative game plan fora group trip to a fa-

miliar destination.

Produce a yer out-

lining details of th

upcoming tour: trave

dates, destinations,

trip cost, payment

methods (credit card

check, PayPal), can-

cellation policies

and legal language

that indemnies youagainst full-disclo-

sure accusations. Ac

cept deposits from

interested partic-

ipants. Make air-

line and in-country

transportation ar-

rangements and secur

accommodations at ho

tels, inns, B&Bs and

hostels.

STEP 4

Gatherthefollowing data from ev-

ery traveler: name,

home address, phone

number, e-mail ad-

dress, emergency con

tact(s), passport

number, rooming se-

lection preference (single/double; preferreroommate), dietary restrictions and health

information. Identify travelers with medical

conditions or disabilities so you’re pre-

pared for emergencies.

STEP 5

Compilea travel guide for tourparticipants. Create atemplate for the booklet on your comput-

er. Reserve pages for specic trip itiner-

aries. Reserve pages for boilerplate travel

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information and tour policies. Bind these

guides. Schedule a meet-and-greet as the de-

parture date nears to hand out tour packages

and give participants the chance to get ac-

quainted.

STEP 6

Prepareyour mind and constitu-tion for the tour. Beprepared to take control -- you’re the boss.Keep your eyes and ears open as you guide

your charges from place to place -- an over-

heard remark may be all you need to sense

discontent, so make it a policy to nip in

the bud any problems the moment you’re made

aware.

STEP 7

Schedulea date for a photo/memory-sharing par-ty before participants leave the group and

head home. Ask tour participants to complete

an anonymous survey to help you make adjust

ments to your services.

STEP 8

Bida fond farewell to all before load-ing their contact information intoa computer database. Put on your marketing

hat, setting up a schedule to transmit reg-

ular updates, tour notices and other trav-

el-related data to your customer base. Takea bath and celebrate the fact that you’re no

longer responsible for anyone but yourself!

TIP

Touch bases with your Secretary of State’s

ofce to learn whether you’ll be required to

hold a license or permit to conduct tours.

For further information on the organisation of a tour by a travel agency, check this:

http://www.articlesbase.com/travel-tips-articles/how-does-a-travel-agency-organize-a-trip-220946.html

Photo extracted from: http://edomitetours.com/en/?page_id=76

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Guide Instructions

1 Imagine you are going to be the guide on the tour. You have been sent the following guide instructionswhich give more detailed information about the various parts of the tour. Read them through once.

Day 1 10 Jan (Friday)

...................................................................................................................................

08.00 Please depart to Victoria to check in group. Passenger

list enclosed (43 pax) Coach Co.- London Coaching Services

Ltd.

...................................................................................................................................

08.30 Depart. London.

...................................................................................................................................

11.00 Arrive The George Hotel, Stamford for coffee stop.

Served in Old Hall. Present voucher. Allow aprox. 45 mins.

...................................................................................................................................

14.00 Stop on route for lunch (1 hour). Note: price of lunch not

included.

...................................................................................................................................

16.00 Stop for photo at Scottish border. 15 mins.

...................................................................................................................................

18.30 On arrival in Edinburgh please point out notable sights

and give information on local transport from hotel. On

arrival at hotel assist with check-in. Rest of evening pax

at leisure. Please arrange porterage and alarm calls, and

set up noticeboard in lobby. Pay driver £8 grat.

...................................................................................................................................

Day 2 11 Jan (Saturday)

...................................................................................................................................

08.00 Continental breakfast on first floor....................................................................................................................................

08.45 Liaise with driver and local guide.

...................................................................................................................................

09.00 Depart for city tour (approx. 3 hours).

...................................................................................................................................

12.00 Stop in city centre and give 1 hour free time for lunch.

...................................................................................................................................

13.00 Depart for Glenkinchie whisky distillery. A tour has been

booked for our party at 13.45 - there are many groups

there today so please be on time.

...................................................................................................................................

15.00 Depart Glenkinchie. En route back to Edinburgh visit

Pringle woollen mill. Allow approx. 11/2 hours forshopping. Pay driver £8 grat.

...................................................................................................................................

17.00 Arrive at hotel.

...................................................................................................................................

Evening pax leisure. Advise Restaurant.

Day 3 12 Jan (Sunday)

................................................................................................................................

08.00 Breakfast

................................................................................................................................

09.00 Depart for full-day tour of Trossachs. Optional boat

cruise on Loch Lomond booked for 12.00 - collect

money from pax. (£4 per head); those who don’t want

go can go for a walkor sit in Lomond Hotel.

................................................................................................................................

13.00 Lunch: pax on own. Lomond Hotel know our group is

coming.

................................................................................................................................

14.00 Return to hotel. Must return by 17.00.

................................................................................................................................

18.30 Depart for Scottish Evening at The George Hotel (doors

open at 19.00). Present voucher.

Menu:

Scotch broth

Haggis and tatties

Tipsy laird

Coffee

Please ensure that jugs of iced water are placed on the

tables. Give grat. (£10) to head waiter.................................................................................................................................

Day 4 11 Jan (Monday)

................................................................................................................................

07.00 Bag pull. Make sure bags are outside rooms at 06.45.

................................................................................................................................

07.30 Breakfast. Before departure pay porterage from your

float.

................................................................................................................................

08.30 Depart from hotel.

................................................................................................................................

10.30 Stop for coffee at Moffat (30 mins.).

................................................................................................................................

13.30 Arrive Grasmere in Lake District. Allow 2 hours free timfor lunch and sightseeing.

................................................................................................................................

15.30 Depart Grasmere.

................................................................................................................................

17.30 Stop for tea en route to London (45 mins.).

................................................................................................................................

19.30 Arrive London. Pay driver £8 grat.

Guide Instructions Tour:

Scotland and the English Lakes. Sue Jameson is handling this group.

Ofce tel. no. 0171 434 63 70

Source: HARDING, Keith. Oxord University Press. Going International. English or ourism

2. Unfortunately there have been some last-minute alterations. Listen to the audio and make the necessarychanges to the instructions.

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7.- Listening Comprehension Guide commentaries

1 Here are pictures of twelve famous places. Can you identify them and say which city they are in? Fill in thrst two columns of the table.

2 You will hear seven guides each giving a commentary at one of the places. Can you identify which ones

thay are talking about? Write the numbers 1 to 7 on the third column of the table.

3 Listen again and make notes about each of the places described.

4 When describing a place, a guide should make it sound interesting and exciting. In pairs, discuss how the

guides on the audio did this.

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8.- Oral Production

A guided tour of Seville

1. Imagine you are taking the following groups on a guided tour of a city. What things are they going ot be inter-ested in in general? Discuss with a partner.

a a group of businessmen c a group of elderly people

b a group of architecture students d a group of teenagers

2. Look at the extract from a guidebook to Seville. How suitable are each of the places mentioned for the fourgroups? Discuss and give each place a score from 0 to 5 (0 = not suitable, 5 = very suitable).

3. Choose one of the toursand write what you would say at each of the sights. Then ‘give’ the tour to the othersin the group or class.

Seville: What to see

Santa Cruz quarter

This quarter, part of which was the old

Jewish neigbourhood, is cool and shadywith narrow, twisting streets which areclosed to cars and delightful small squaresfull of owers. Murillo was buried in the old church of Santa Cruz in 1682.

María Luisa Park

The Maria Luisa Park, with its majestic

buildings built for the 1929 World Fair,

is uniquely beautiful. Its eighteenth and

nincteenth century surroundings

overow with geraniums and charm.

Cathedral

The gothic cathedral, which contains a

vast wealth of artistic treasures, is one

of the largest in Christendom, rivalling

St Peter's in Rome and St Paul's in Lon-

don. Columbus is buried here. Its tower,

the Giralda, with a belfry and a huge

bronze weather-vane in the form of a human

gure,added in the sixtecnth century, is

the old minaret. The Orange Tree Patio wasthe site of the bazaar in Moorish times.

Alcázar

This is a fortied area containing an

eleventh century mudéjar palace which has

undergone several reformations.The Hall of

Ambassadors, the gardens,and the tilework

generally are noteworthy.Open daily from

9 a.m.to 1 p.m. and from 3 p.m. to 5

p.m.Entrance on the Plaza del Triunfo s/n.

Archive of the Indies

In the Casa Lonja, Archivo de las Indias

is and incredibly valuable repository

ofancient documents relating to the disco-

very and conquest of the Americas. Not allof the documents have been fuiJy studied

yet:it is not open to the general public,

only to scholars.

Bullring

The Real Maestranza bullring where, ac-

cording to both Bizet's opera and to lo-

cal legend, Carmen's former lover Don José

stabbed her to death, is the most ornate

in Spain.

Hospital de la Caridad

This Hospital (Plaza de Jurado),which

houses one of Seville's most important

collections of art, was founded to care

for the poor and the sick and to bury the

dead. Today it is an old people's home. It

contains numerous artistic treasures,

including paintings by Valdés

Leal and Muril!o. It was founded in the

seventeenth century by a wealthy wastrel,Miguel de Manara (1629-79), after a bad

binge in which he imagined men were coming

to pick him up off the street and put him

in a cofn.

Source: HARDING, Keith. Oxord University Press. Going International. English or ourism

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9.- Oral Production

Conicts on Tours

1. Think of the difculties you may face during the organisation fo a tour. Make a list and identify both tourists’and organisers’ problems.

Tourists Organisers

2. Now think back and discuss how you would approach the difculties you mentioned.


Problems on tour

1. Listen to a guide dealing with a problem on a coach.

Which ofthese situations has occurred?

1 coach breaks down in the city centre

2 coach breaks down on the motorway


2. Look at thís list of guidelines given to tour guides.

Listen to the guide again and tick when the guide

demonstrates one of the guidelines.

Guideline

1 Listen t o the customer

2 Apologize3 Show sympathy and understanding

4 Address the customer by name

5 Explain and clarify

6 Calm the person 1 people if they are agitated

7 Salve the problem or offer a plan of actton

8 Use the support of colleagues and supervisors if necessary

9 Make sur e the customer knows exactly what you're goig to do

10 End the discussion

3 driver feels very ill and can’t continue

4 one of the passengers faints

5 air-conditioning breaks down

6 one of the passengers gets very upset

3. Do you think the guide handled the situation well?

Would you have done anything differently?

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Unit

Three SPEC IA L I z ED TOURI SM

1.- Discussion

Are you familiar with these terms? a) Mass tourism b) Niche tourism

In groups, mention characteristics of both.

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What is niche tourism?Source: WALKER, Robin and HARDING, Keith. Oxord English or Careers. ourism 2 .

1. Read the text. Which is growing faster: mass tourism or niche

tourism?

2. Do you know what all the 'micro-niches' are? Which ones

1. are geared towards students and young people?2. help tourists to find out about their ancestors?

3. get tourists working on environmentally-f riendly pro jects)

4. involve being either a participant ora spectator?

5. involve eating and drin.king?

3. Here are sorne more niches. What do you think each of them in-

volves? Where would you put them on the chart?

1. industrial

2. plane-spotting

3. cosmetic surgery

4. film trail

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Mass tourism has grown at a remarkable pace in theIast fify years- more leisure time, more tourists, moreresorts, bigger hotel complexes, more attractions ableto take huge numbers o visitors, larger aircraf, manymore flights. But in contrast to this, as people havetravelled more, the need to experience something

di’fferent, something special, something tailored to thespecific needs and interests o individuals and groups oindividuals, has also grown. Te result is ‘niche tourism’:tour operators have realized there is a market or the

specialist tourist, and it is a market that ofen spendsmore than the ‘package-holiday’ tourist. Tis marketis perhaps the astest -growing market in the tourismindustry.Niche tourism has a thousand different aces- holidaysor senior citizens, tours or the disabled, gastronomic

holidays, tours geared towards the gay community, photographic holidays, ‘dark’ tourism (visiting places withsinister and macabre histories), and many more. Techart below lists some o the niches.

Inside tourism: mass tourism - niche tourism

TOURISM ACTIVITIES

Mass tourism

Conventional tourism involvinglarge numbers of tourists in

staged settings

Niche tourism

Special interests,culture, and/or activitybased tourism involving a small number of

tourists in authentic settings

Micro-niches

Cultural Environmental Rural Urban Others

Heritage

TribalReligious

EducationalGenealogyResearch

Natural and wildlife

Ecotourism Adventure

AlpineGeotourism

Coastal

Farms / barns

CampingWine / gastronomy

SportFestival and events

Arts and crafts

Business

ConferenceExhibition

SportGallery

Art

Photographic

Small cruiseVolunteer

DarkYouth

Transport

4. Match the niches in 3 with these extracts from tour operators websites.

Follow in the ootsteps o the boy wizard, visitAlnwick Castle or Hogwarts, and see where HarryPotter learnt to fly his magic broomstick.

We will aim to see the latest range of aircraft used

by the Greek Air Force.

From an insider’s glimpse of a hich tech car plant to the weird antiquityof a Cuban cigar factory, going behind the scenes to learn how everydayconsumer products are created is very enlighteninig.

Recovery time is important, but it is also an opportunity

to relax and enjoy some of the beautiful tourist features

of the region.

a

b

c

d

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3.- Oral Production

accesible holidays disabilitiesspecial needs

mobility disabled facilities

How familliar are you with these terms? How many concepts can you associate with them? Discuss and

brainstorm a list.


Travellers’ issues

Read this article extracted from http://www.bbc.co.uk/health/treatments/travel/before_specialneeds.shtml#top .Think of any other points to consider when planning your holidays under special circumstances.

Travellers with special needs

If you or a travel partner has special need, you’ll need

to plan in advance to make your trip safe and avoidhassles.

Pregnant women

Many of the problems pregnant women might en-

counter on international trips are the same as any

other traveller, including exposure to infectious diseases

and availability of good medical care. There’s the addi-

tional potential problem that air travel in late pregnancymay precipitate labour

Most airlines won’t allow women who are more than 36

weeks pregnant to y and may require a medical certif -

icate of tness to travel from week 28 onwards. You’re

at increased risk of thrombosis during pregnancy and

should therefore make sure you:

• Walk around regularly while on the plane

• Do leg exercises

• Follow other routine advice

Babies and young children

Babies and young children are more susceptible to

problems with air travel, especially as they don’t

always understand what is going on. Children have

narrower tubes (eustachian tubes) between the middle

ear and back of the nose, for example, which makes

it difcult for pressure in their ears and nose to equal-

ise when cabin pressure changes. For this reason, it’sa good idea to bottle- or breastfeed young children

during landing and take-off and to provide older chil-

dren with something to eat or chew (these tactics help

to open the eustachian tubes).

Airlines may not provide food that’s suitable for your

child, so pack essential supplies in your hand luggage

Some airlines do provide special meals for children if

ordered more than 24 hours in advance, but it’s worth

taking snacks in case of error or delays.

Disabled travellers

New legislation and increased awareness are makintravel easier for people with disabilities. The inter-national symbol for disability, the wheelchair, is univer

sally accepted.

In almost every country, transportation operators -

whether coach, train or air - expect to assist you. Find

out in advance how to get to the boarding point and

ask the company to reserve suitable seating.

All travellers with special needs should conrm their

travel plans in writing with the transport operator and

hotel. Make sure you have a copy of this conrmation

with you on arrival.

If you have a major chronic illness, talk to your doctor

about travel plans, and whether you need to take any

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extra steps to keep safe on holiday.

Recent surgery

Y ou shouldn’t y if you’ve very recently undergonemajor surgery, especially brain, chest or abdominal

surgery. Any air trapped in a body cavity will expand,

causing pain or damage to tissues. If you need to y

take expert advice from your airline’s medical adviser

rst.

For further information on holidays for disabled people, read the following article: http://www.guardian.co.uk/tra-

vel/2012/aug/24/accessible-holidays-disabled-people

5.- Oral Production

Organising a special tour

If organising an ordinary tour is complicated, wait to see the organisation of a special tour. Special tours are not just geared to the disabled, but to those who enjoy variety and above all difference which sometimes and for sompeople may look like an oddity.

As a team, think of a special tour for a special target and create a list including the necessary points to consider

that special tour. Put emphasis on tourists’ special needs.


Special Tourism Business

1. Look at these videos and discuss whether something similar is possible on a local level.

2. What opportunities for special tours are ther in your country?

3. What are the existing niches for tourism locally?

Organising a special tour...

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7.- Oral Production - Project Implementation


Find out

1. How does your region or country cater for speciali-

zed tourism?

2. Are there any tour operators who organize toursand holidays for any of the niches you learnt about

previously?

3. Make a data-le for each of the niches. Include

• contact details of tour operators

• description of tours

• special facilities that are used (e.g. accommodation,

transport)

• what is included / not included in the tour proce

• whether they cater for disability• what makes thetour ‘special’.

4. Do you think there are any other niches that could

be catered for? Is there a ‘gap in the market’?

Think about your own hobbies and interests.

Preparing and running a specialized tour

Work in groups. Plan a niche tour in your own country

region. Work through each of the following stages.

Stage 1: Choose a niche

• Try to choose something different and exciting, bu

relevan to your area.

• The tour should be available to disabled as well as

able-bodied people.

Stage 2: Plan the tour

• What makes it special?

• Decide the specialized and general tourism acitivi

you are going to offer.

• Map out the basic itinerary.

Stage 3: Brief the staff involved

• What staff are going to be involved in the tour?

• What special training will they need?

Stage 4: Presentation

• Present your tour in detail.

8.- Vocabulary

Describing disability

1. Read these statements. Write True or False.

1. Most disabled people need a wheelchair

2. If you see someone with a hearing aid, you should

raise your voice.

3. People with hearing difcutlies can hear some

people better than others.

4. Someone who is reading a newspaper cannot be

visually impaired.

5. Most blind people have guide dogs and know how

to read Braille.

6. People who use sign language cannot speak.

7. In many countries it is illegal to discriminate aga-

inst people with disabilities.

8. In my country all public places must provide full

access to disabled people, for example, ramps on

steps for wheelchairs, and hand-rails for people

with mobility difculties.

2. What problems could disabled tourists have

with these facilities?

1. single steps

2. stairs

3. telephone

4. toilets

5. hotel check-in (and check-out)

6. restaurants

7. car parks

8. gates

9. visiting a castle or ancient monument

10. footpaths in the countryside

11. beaches

12. welcome talks


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Disability access

A group of tourists with mobility disabilities are on a special tour involving adventure sports. They are staying at aold country hotel, which has recently been renovated to allow access for all.


1. The tour guide is phoning ahead to check arrangements. Listen to the conversation and tick the disabled faci

ties that are currently in operation at the hotel.

1. Acess for wheelchairs to ground oor rooms

2. Automatic door opening on ground oor rooms

3. Low-level light switches in ground oor rooms

4. Disabled facilities in toilets

5. Signage

6. Lift to top oor bar

7. Garden walkways and general access

8. Low-level reception desk9. Entrance access (ramps, etc.)

2. After they leave the hotel, the group are going by coach to an adventure sports activity centre, where they areplanning to do some of the following activities - hillwalking, rowing, canoeing, overnight camping.What facilities will the guide need to check with the coach company and the activity centre?

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Unit

Four ADMIN I S TRA T I V E I S SU E S

Many are the jobs done at hotels. Just as many as the names these positions receive throughout the world. Tohave a general idea on the numerous activities. Take a look at this list taken from: http://jobsearch.about.com/od/

job-title-samples/a/hospitality-job-titles.htm

• Back Ofce Assistant

• Back Ofce Supervisor

• Backwaiter

• Banquet Server

• Banquet Manager• Bartender

• Bar Staff

• Bell Attendant

• Bellhop

• Bellman

• Bellperson

• Busser

• Cafe Manager

• Catering Manager

• Catering Sales Manager

• Chef • Concierge

• Concierge Agent

• Cook

• Corporate Sales Manager

• Crew Member

• Director of Hotel Sales

• Director of Hotel Operations

• Director of Operations

• Director of Maintenance

• Director of Marketing

•

Director of Sales

• Dishwasher

• Driver

• Events Manager

• Executive Housekeeper

• Executive Conference Manager• Executive Meeting Manager

• Food and Beverage Manager

• Food Runner

• Food Server

• Front Desk Clerk

• Front Desk Agent

• Front Desk Associate

• Front Desk Sales and Service As-

sociate

• Front Ofce Associate

• Front Ofce Attendant• Front Ofce Associate

• Front Ofce Supervisor

• Guest Room Sales Manager

• General Manager

• Greeter

• Group Sales Coordinator

• Group Sales Manager

• Guest Services Associate

• Guest Services Coordinator

• Guest Services Manager

•

Guest Service Representative

• Host

• Hostess

• Hotel Deposit Clerk

• Hotel Group Sales Manager

• Housekeeper• Housekeeper Aide

• Housekeeping Supervisor

• Kitchen Team Member

• Lead Housekeeper

• Manager, Special Events

• Marketing Coordinator

• Meeting Coordinator

• Meeting Concierge

• Meeting Specialist

• Meeting Manager

• Mini-Bar Attendant• Night Auditor

• Night Clerk

• Public Relations Coordinator

• Public Relations Manager

• Reservations Agent

• Restaurant Manager

• Room Attendant

• Room Service Manager

• Room Service Worker

• Sales and Marketing Coordinato

•

Sales Coordinator

1.- Discussion

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• Sales Manager

• Server

• Shift Leader

• Shift Manager

• Team Member

• Transportation Coordinator

• Valet Attendant

• Valet Parker

• Valet Parking Attendant

• Waiter

• W

Documents

Manual ESP 212