PART 1

IN-CLASS TRAINING
UNIT 1 TOURISM GET IDEAS

1. What images spring to mind when you hear the word

„tourism? 2. What factors are essential for the tourism

industry? Brainstorming

people

TOURISM INDUSTRY

Choose the words from the list below to help you

1. pleasing weather 2. scenic Did you know 9. guide/ escort facilities 10.
attractions 3. historical and 5. amenities basic medical facilities 11.
cultural factors 6. accommodation 7. safety electricity
4. accessibility and security 12. water
8. other factors 13. communication system

Three forms of tourism ∙ Inbound tourism, involving non-residents

traveling in the given country
In 1994, the United Nations identified three forms ∙ Outbound tourism, involving residents traveling
of tourism in its Recommendations on Tourism in another country
Statistics:
∙ Domestic tourism, involving residents of the
given country traveling only within this country ?
m W

s
n

t
2
a

3. Jobs in tourism travel agent porter

hotel manager
pilot
tour guide waiter
flight attendant resort rep travel consultant airline
tourist information officer chef check-in clerk receptionist

What jobs do the people in the pictures do? Choose from the list.

23
1

4
6
5
 7
8
9

∙ Put the other jobs into categories, for example, travel jobs, hotel jobs. m

∙ How many different categories are there? Can you think of other tourism jobs r

for each of the categories? If you don‘t know the name, describe or mime o

what the person does. i

∙ What is the best job in tourism in your opinion? a

VOCABULAR Adjectives for job skills

Y1

With a partner, look at the adjectives for describing people.

calm unfriendly flexible

nervous friendly lazy smart
disorganized scruffy creative practical shy confident
extrovert motivated organized hardworking
experienced
 1. Find six pairs of opposite adjectives.
2. Choose one of the jobs in GET IDEAS. Say which three qualities are the
most important.

3. What is your working

style? Look at the questionnaire and tick QUESTIONNAIRE Qualities I am
the qualities and skills which describe smart  extrovert  hardworking  flexible 
you. organize  practical  creative  friendly 
confident  Skills I enjoy meeting new
4. Discuss your answer with a partner. people.  I enjoy working as part of a team. 
I like working independently.  I am good at
5. Which three skills are most important explaining things.  I am good at dealing with
for a career in tourism? people.  I can make people relax. 
 same time.
I am able to do more than one thing at the
?

I like working under pressure. 

s

I know how to use computers and technology.  u

I feel confident about dealing with money.  t

I am willing to work long hours.  i

I am good at languages.  a

LANGUAGE SPOT + infinitive + _ing or noun

Describing job skills understanding smile / I am able to do
1. Look at the sentences smiling use / using speak / more than one thing at the
same time.
for describing job skills speaking work/ working
and abilities. I enjoy meeting new
I can make people relax. people.
2. Complete the
paragraph. Choose from I know how to use a I like working
the words in the list. computer. independently.
be / being I am willing to work long I am good at languages.
understanding / hours.
I feel confident about dealing with money.

So do you want to work in tourism?

What do you have to do? What do you need to know?
In most tourism jobs you have to enjoy (1) …….. with people - not
just the customers but your colleagues as well. You have to be able
to (2) …….. as part of a team. You have to know how to (3)……..,
even if you‘re having a bad day. It‘s also important to be able to (4)
……… clearly on the phone. In many jobs you need to be good at
(5) ……… people with different languages and cultures, and you
need to be confident about (6)……….the languages that you know.
Sometimes, especially if you work in an office, you have to know
how to (7)……… computers. It‘s also important to be flexible, and
you often have to be willing to (8)………long or unusual hours. But
most of all you have to like (9)……….with people.

He or she has to… ?

awful to have to… Something I wouldn’t

TIME TO SPEAK 1 m

enjoy is…
i

It would be interesting to… It would be r

1. Discuss these questions about job duties u

Another thing he or she as to do o

is…
s

∙ What does a local rep have to do? i

∙ What are three things you might enjoy about the work? h

100
4 06 08 0 W

∙ What are three things you would not enjoy about the work? .

East t

West U

20
5
North

0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
2. Look at these following cards. Talk about the job duties.
Local Resort Representatives
CARD 1
 Sun spa resort Quang Binh is looking for
representatives.

The reps‟ duties will include:

❖ Meeting clients at the airport and escorting
them to the resort.
❖ Holding welcome parties for each group on
the day after their arrival.
❖ Organizing and escorting coach excursions
to local places of interest.
❖ Answering clients‘ questions and dealing
with their problems.
❖ Assisting clients who cannot speak the local
language.
❖ Escorting clients from the resort to the
airport at the end of the holiday.
❖ Being on call 24 hours a day to deal with
emergencies.
Please apply in writing, enclosing your CV,
to My Canh, Bao Ninh, Dong Hoi, Quang
Binh.

2. Compare your ideas with your partners.

CARD 2
Use the following suggested information and your own
knowledge to introduce the following job.
A Hotel Receptionist
∙ Must / be / friendly / smart
∙ Ability/ to / work / part of a team
∙ Have / good telephone manner
∙ Have / knowledge of computers essential
∙ Can / work / long hours (0800 to 1800) / six days a
week ∙ Sometimes / work nights one week in four

i
 t

6
TIME TO READ

1. Match the quotes with the pictures.

a. I like to be active on
1
holiday - visit museums, galleries, that 23

sort of thing.

b. We spent last Christmas in Hanoi -

that's where my son lives now, his wife's
Vietnamese.

Why do people travel?

c. We go to Pearl island in Phu Quoc

every summer. I just want to relax
and
switch off and get some sun.

d. I want to see as much of the world

as possible. I'm meeting up with a
bunch of friends next month and
we're going hiking in the Fansipan, Vietnam.
e. I have to visit our sales offices in Ho Chi Minh city four or five times a
year. It's hard
work, but I
really like
Notre Dame
Cathedral.

4
45

2. Read the text. How many of the types of trip can you find? a

3. Complete the table with the types of trip from the text. W

7
Leisure tourism Business tourism ________________
___ (VFR)
excursions ∙ Travel for ∙ _________
_____________ meetings, ∙ wedding
___ weekend ______________, ∙ a regular trip
breaks and trade fairs made every year
package holidays ∙ ______________
_____________
___ hillwalking
_____________
___ cultural trips
______________
___ religious trips

3. Sharing experience about your trips in groups

 Inside tourism: Reasons for travel
People travel for many different reasons. In the tourism industry we
divide the reasons for travel into three main categories: leisure
tourism, business tourism, and visiting friends and relatives (usually
abbreviated to VFR).
Leisure tourism can mean anything from excursions, day trips, and
weekend breaks to package holidays, pleasure cruises, and longer
independent trips such as hillwalking or treks in the mountains. It
also includes cultural trips (for example, to music festivals),
educational trips (for example, study tours), and religious trips (for
example, pilgrims on a walking tour to a holy place).
Business tourism includes any travel away from one‘s main place of
residence, for such events as meetings, conferences, and trade
fairs. It also includes special trips when workers are given a reward
or a ‗thank you‘ for good work (this is known as an incentive tour).
Travel in order to visit friends or family relatives is also regarded as
part of the tourism industry. This could be for a special family party,
such as a reunion or a wedding, or a regular trip made every year.

Write down the last five trips you/ your friends made, and the reason.
t

8
Then put them into the categories described in the text
TRIP REASON
 1. Hoi An weekend sightseeing trip

2.

3.

4.

5.

VOCABULARY 2

Reasons for travel

1. Match the words in A with the definitions in B.
A B

1.Sightseeing a A long hard walk lasting several days or weeks,

usually in the mountains

2 Trade fair b Tour or excursion that leaves in the morning

and returns the same evening

3. Study tour c Visiting the famous places in a city or town

4. Trek d Trip, often to a city or countryside hotel, that
includes Saturday and Sunday

5. e Religious or artistic celebration that comes at the

Conference same time every year

6. Wedding f Large official meeting, often lasting several

days, for members of an organization or
company to discuss subjects related to their
work
7. Pilgrimage g Large exhibition and meeting for advertising and
selling a product

8. Day trip h Visit organized by an airline or tourist resort, etc.

where tour operators and journalists can get to
know the

t
 s

9
facilities and services offered.
9. Festival i Trip to a country or an area that includes visits,
lectures, and classes

10. j Journey or holiday given to a worker or

Weekend group of workers as a reward for good
break work
11. k Travel to an important religious (or 'fam') trip place
Familiarization
12. l Ceremony where two people get married
Incentive tour

2. What is the purpose of each of the travel activities: leisure, business,

or VFR? 3. Have you ever travelled for one of these activities? Tell your
partner about it.

TIME TO LISTEN

Sustainable
Tourism

Sustainable tourism is a new

form
of tourism designed to meet
the
needs of present tourists and
host
regions while protecting and
enhancing opportunity for the
future making a low impact on the
environment, economy and local
culture.
?

You are going to listen to a representative from The Travel Foundation talking
m
s

about sustainable tourism. i

1. Listen to the first part of the talk and decide the following statements are s

true or false. a

1. People have loved holidays abroad ever since they have enough time and W

money to go. 1

10
2. In 1968, Boeing introduced the 707 that make the number of
international tourist arrivals grow exponentially.
3. Today, there are over 1 and a half billion tourists.
4. The nature of tourism is unique among industries.
5. We sell a product that‘s not own by anyone and is shared
among many. 2. Listen to the last part of the talk and complete
the ideas below.
1. According to the speaker, tourism today operates in a (1)
__________market.
2. The mass development of tourism makes (2) ______________
degrade and the opportunity to offer an enriched (3)
____________to customers is missed.
3. Sustainable tourism will benefit the environment and (4)
___________living in the destination and of course, the
customers. 4. The (5) _______________for sustainable tourism
has got greater and greater.

3. In your opinion, what should we do to help sustainable

tourism ⮚ as a tourist?
⮚ as a tour operator?
4. Vocabulary
 Sustainable tourism concepts and definitions
∙ Match the terms with the beginnings of their dictionary definitions

1. authenticity 2. biodiversity m

c.
s

3. guideline
i

4. host
o

d.
t

community s

5. mass tourism 6. optimum

e. t

7. principle
a

8. stable W

f.
9. stakeholder
.

a.
g. t

b. U

11
10.sustainability
11.viable i.
12.values
j.

k.

l.
TIME TO SPEAK 2
h.

What skills does a tourism manager need?

JIGSAW SPEAKING
Here is the list of twelve skills which might be important for
tourism managers.

Modern languages – especially French and English

Intercultural skills and awareness
IT skills
Operational finance skills, particularly in interpreting
 financial data
Data interpretation skills
Numeracy skills in general
Presentation skills
Communication skills
Marketing and promotional skills
People management skills
Enterprise skills (innovation and creativity) ?

Skills to deal with risk and crisis s

1. Work in pairs.
s

2. Choose the six most important skills for a tourism manager. Order t

them from 1 to 6. h

12

Your ideas:
1
2
3
4
5
 6

3. Work with another pair to form a group of four.

4. Tell each other the selection and order you produced.
5. Discuss your opinions of each other‘s order and selection,
using the language from Language spot. Agree on a new list
of the six most
important skills.
6. Now repeat the
discussion in 4
with another group of four,
making a group of eight.
Agree
on a new list. ?

7. Finally, discuss your

opinions m

in the whole class and try to come i

up with a list that you can all o

agree on. s

13
TIME TO WRITE

Vietnam fact file

1. Where can you find out fact and statistics on tourism in your
country? 2. What are the names of the main tourism companies
in your countries?
3. Find their websites and note down information on what they do,
when they were founded, what jobs they provide- and anything else
that you find interesting.
4. Complete the fact sheet for your country
Name of country / region: ____________________

Sources for information and statistics: _________

Website Location
National Tourism Board (office) _____________ _____________ Regional /
local tourism office (TIC) _____________ _____________ Other useful
website _____________ _____________

Sector Example Website Location Other

company information
(e.g. size,
No of
visitors,
branches, etc)

Tourism
attractions

Transport

Accommodati
on and
Catering

U
 14
Tour operators

Travel agents

FOLLOW UP

Answer the following questions and then discuss in groups.

1. How important is tourism in your country?

2. What is the biggest tourist destination in your country?
3. What are the benefits of international tourism? Are there any drawbacks?
4. Should a government try to improve domestic tourism or try to
attract international tourists instead? Why?
5. What‘s the best way to travel when you visit a country: trains, cars,
bicycles, buses, or some other ways? Why?
6. What‘s the best way for a country to bring in more tourists?
7. How do you feel about tourists who visit your country?
8. Can you talk about tourism management skills?

n
 U

15
SUPPLEMENTARY 1
PART 1- Forms of tourism
Read the article and answer the following questions.

1. Name some popular types of tourism.

2. What are the most favorite ones in your country? Why?
3. What are the differences between inbound and outbound
tourism? 4. What is experimental tourism?
5. What is Alpha-tourism?
6. What type of travelling can you choose if you want to travel and play
hide-and-seek with your partner at the same time?

Forms of Tourism
Tourism is basically travelling to another destination for the purposes of
recreation, leisure, or business.
A person who travels to a destination and stays outside of where they
usually live for more than 24 hours but less than one year is recognized
as a tourist by the World Tourism Organization.
The type of tourism depends on the reason for travel. Travel can be to
destinations that are domestic or international.
Domestic tourism involves residents travelling only within their
country. Inbound and Outbound tourism both describe types of
international tourism. Inbound tourism involves non-residents travelling
within a country. Outbound tourism, involves residents travelling within
another country.

There are also many other types of tourism that fall under a ―niche‖ or
specialty travel category. This category of travel has evolved in recent
years, and describes the various reasons why people travel for
recreation, business or leisure.
?

∙ Adventure tourism ∙ ∙ Garden tourism ∙

s

Geotourism
a

Agritourism h

∙ Alternative tourism ∙ ∙ Health tourism ∙ Heritage W

Backpacking tourism ∙ Hunting tourism ∙

∙ Bird-watching ∙ Culinary Inclusive tourism
.

tourism ∙ Cultural Tourism ∙ m

Couch surfing ∙ Day tripping

t

ir

in

∙ Ethnotourism ∙ Extreme 16
o

tourism ∙ Freehiking
∙ Dark tourism tours ∙ Excursions
∙ Disaster tourism ∙ Ecotourism ∙ Voluntourism
∙ Educational tourism ∙ Escorted ∙ Walking tour
∙ Whale watching ∙ Wildlife tours ∙ Rural tourism
tourism ∙ Wine tourism ∙ Safari
∙ Literary tourism ∙ Medical tourism ∙ ∙ Self-guided tour ∙ Space tourism ∙
Nautical tourism ∙ Pop-culture Sports tourism ∙ Sustainable
tourism tourism
∙ Religious tourism ∙ Romance

Experimental tourism is a novel approach to tourism in which visitors do

not visit the ordinary tourist attractions (or, at least not with the ordinary
approach), but allow whim to guide them. It is an alternative form of
tourism in which destinations are chosen not on their standard touristic
merit but on the basis of an idea or experiment. It often involves
elements of humor, serendipity, and chance. ?

For example, Alpha-tourism - in which a tourist finds the first street i

alphabetically on a map, and the last street alphabetically, draws a straight line u

(or any other figure they desire) between them, and walk the path between the
s

two points.
t

17
PART 2
 Solutions to develop sustainable tourism

(TITC) – According to Mr. Nguyen

Van
Tuan – General Director of the
Vietnam
National Administration of Tourism,
during the last two decades,
Vietnam
tourism has strongly grown;
representing
an impressive annual growth of
12%.
However, the current tourism
development still faces many challenges,
especially the competitiveness of
destinations and sustainability.

In order to form effective policies for responsible tourism in Vietnam, on

November 14, 2013, the Conference on Responsible Tourism Policy
that took place in Da Nang attracted 200 delegates from Vietnam‘s
tourism industry, private, public and NGO sectors. This conference
was organized by the EU funded Environmentally and Socially
Responsible Tourism Capacity Development Program (ESRT) under
the guidance of the Ministry of Culture, Sports and Tourism and
Vietnam National Administration of Tourism.
Impressive development of “smokeless industry”
Vietnam tourism achieves positive results in terms of scale, diversity
and quality. Infrastructure in general and tourism infrastructure in
particular are improved significantly; air, waterway, road traffic
systems have been invested continuously; several tourist destinations
and areas have been formed and the country has 46 national tourist
areas, 41 national tourist spots, 12 tourist cities and other local tourist
spots, areas. Tourism‘s human resource has been developing
constantly.

Responsible tourism creates the sustainability

To overcome the challenges that affect sustainable tourism

development, at the conference, the delegates gave proposals to
develop effective policies for ?

responsible tourism in Vietnam. Responsible tourism is understood as the m

responsibility of the organizations and tourists in terms of economic, social and

r

environmental aspects in all tourism activities including defining policies, o

t
planning and exploiting natural resources, developing products, organizing s

business and serving tourists. t

In order to create the sustainability for tourism sector, responsible tourism policy
.

should be institutionalized in the Tourism Law and the legal documents guiding
t

18
the implementation of the Tourism Law, also be integrated in the
strategy, programs, projects and plans for tourism development.
(Adapted from http://vietnamtourism.gov.vn)

Read the article and decide the following statements are true or false.

1. During the last two decades, Vietnam tourism has strongly

grown; representing an impressive annual growth of 22%.
2. November 14, 2013, the Conference on Responsible Tourism
Policy was taken place in Ha Noi.
3. There were more than200 delegates attending the conference.
4. This conference was organized by ESRT.
5. There will have 46 national tourist areas, 41 national tourist
spots, 12 tourist cities.
6. Responsible tourism is understood as the responsibility of the
organizations and tourists in terms of economic, social and
environmental aspects in all tourism activities.
7. The current tourism development of Vietnam is facing many
challenges, such as the competitiveness of destinations and
sustainability.
8. The policy of responsible tourism has not been institutionalized
in the Tourism Law yet.

PART 3. Vocabulary enrichment

Building a brand in tourism

1. Complete the table

VERB NOUN ADJECTIVE

1 brand 2

3 4 fascinating
 inspire 5 6

interact 7 8

9 perception 10

11 12 quantitative

13 rating rated

19
14 tracking 15

16 shading 17

18 19 welcoming

2. Match the beginnings in A with the endings in B

A
1. The local people are very welcoming and visitors want to …
2. Every year the Nation Brands Index measures …
3. Sadly, the U was least positively rated as ‗a place that…
4. Research known as Brand …
5. The country offers a combination of interesting history …
6. Visitors of different nationalities …
7. Although attributes are qualitative, it‘s …
8. Coloring or …
B
a. fascinating stories, tradition, and culture.
b. inspires me‘.
c. interact with them immediately.
d. perceptios of many different countries as holiday
destinations. e. quantitative analysis that tells us if people
like an attribute.
f. rated different attributes in different ways.
g. shading are often used on graphs to hightlight key data or
trends. h. Tracking is used by NTOs to optimize their
promotional campaigns

20
UNIT 2
SPECIALIZED
TOURISM
GET IDEAS

1. How are these photos connected to

tourism in Vietnam?

ABC
DEF

G
 2. Can you think of any
holidays that would include
these experiences?

H
m

21

TIME TO READ

What is niche tourism?

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 tourist to find out about their ancestors?
3. get tourists working on environmentally-friendly projects?
4. involve being either a participant or a spectator?
5. involve eating and drinking?

3. Here are some more niches. What do you think each of them
involves? Where would you put them on the chart?
1. industrial
2. plane- spotting
3. cosmetic surgery
4. film trail
 4.
Match
the
niches
in 3
with
these
extracts
from
tour

operator websites.

22
 m

23

TIME TO LISTEN
Special requests

Listen to five dialogues between a

tourist and a guide.

1. Match each dialogue with one of

the tour logos
2. In each dialogue, what request is
the tourist making?
3. Will the guide be able to meet
the request?
LANGUAGE SPOT
Responding to special requests
1. Listen to the dialogue again
and complete these phrases. 1. That …………….be a
problem.
2. Sorry, you ……………….
3. You ………………..remove them.
4. Of course. No ………………
5. I don‘t see …………….There …………..be a problem if
 …………. 6. You …………..need to pay something.
7. I‘m not …………..
8. We …………….be able to make arrangements.
2. In which of the phrases is the guide saying
a. definitely yes?
b. probably yes?
c. possibly yes?
d. definitely no?
3. Which of the modal verbs a-e mean the
following? 1. It‘s a possibility
2. It‘s against the rules
3. It‘s impossible
4. It‘s unlikely

a. Can‘t
b. May
c. Might
d. Mustn‘t
e. Shouldn‘t m

TIME TO SPEAK 1
Four specialized tours s

1. Work in pairs. What do you think these specialized tours involve? Where
d

could they take place? What special services might tourist require? e

1. Adventure sports-diving a

2. Life-seeing tourism e

3. Medical tourism S

4. Genealogy tourism 2

2. Find out about the tours. Tell each other about the tours. i

24
Student A Diving in the tropical waters of the Indian
Ocean around the Maldives. Diving takes
ADVENTURE SPORTS – DIVING place every day, and all levels from
 m

beginners to advanced are catered for. s

Experienced divers can also train as diving

u

instructors.
T

Other extreme diving destinations include d

the Arctic region of northern Russia for z

ice-diving (diving under the ice).

l

MEDICAL TOURISM e

Going to another country for medical

S

treatment, perhaps because the cost is .

cheaper or the service better and quicker.

t

Treatments can include fairly major

i

operations, but cosmetic surgery and U

treatments are more common-facelifts, 25

botox injections to forehead and eyes (to Student B
reduce appearance of ageing), collagen
injections to lips, liposuction. LIFE-SEEING TOURISM

Most tourists coming for cosmetic surgery A term developed by Axel Dessau,
combine the trip with a relaxing holiday, Director of the Danish Tourism Board, to
so warm countries with good beaches are help tourists see not only the usual sights
very popular destinations, in particular of a destination, but also to experience to
South Africa and Malaysia. real life of a place, particularly areas that
they are interested in or that they work
with in their own country.

3. Match these requests for special For example, visitors might be government
services with the four tours in 1. officials, in their own country and might be
interested in reviewing social problems
a. Visit a criminal court and meet a group and city government in the destination.
of lawyers.
b. Get special access to records kept in Expert guides will meet visitors and take
the local Town Hall. them to visit city planning offices, schools,
c. Go out on a trip to deeper waters. and social welfare centers. There may
d. Health spa with meditation classes. also be some special seminars arranged.
e. Visit a traditional working farm to see Vietnam is one the main destinations for
how people worked a hundred years ago. this niche.
f. Consultation with a doctor for possible
weight-reduction surgery. g. Have a GENEALOGY TOURISM
guided tour of a hospital. Customers try to find out about their family
h. Find out more about opportunities for history and write their family tree by
working as a qualified instructor researching records going back hundreds
4. Choose one of the special services of years (in libraries and town halls).
and role-play conversations between a They also visit the locations where their
tourist and a tour guide, as in the ancestors lived and try to understand the
Listening and Language Spot way of life that their ancestors
experienced.
 m

Customers are typically people whose s

families emigrated from counties like

r

Vietnam, Cambodia, Ireland to live in the

o

USA, Canada, Australia, New Zealand or

South Africa. d

TIME TO WRITE
p

Report on specialized tourism in 2

Vietnam t

1. How does your region or country - 26

Vietnam cater for specialized tourism?
2. Are there any tour operators who
organize tours and holidays for any of
the niches listed in READING?
3. Make a data-file 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 price
▪ whether they cater for disability
▪ what makes the tour ‗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
5. Write up the results of your research above using the following

template.
TIME TO SPEAK 2

Work in groups. Plan a niche tour in Vietnam. Work through each

of the following stages.

A niche tour in Vietnam

m

27
Stage 1 – Choose a niche
▪ Try to choose something different and exciting, but relevant to your
area. ▪ The tour shold 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 activities you are going to offer
▪ Decide the transport and accommodation arrangements 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 to another group.

FOLLOW UPS

1. What is niche tourism?

2. Is this a tourism trend in your country?
3. Have you/anyone you know, ever travelled away from home as part
of your work or study?
4. How was the experience different from a holiday? Did you feel
different? Did you need any different services or facilities?
5. If your place of study was planning a study trip to another country,
where would you like to go?

28
all about problems: ripping off, messy
SUPPLEMENTARY 2 traffic, harassment by beggars and street
vendors, pickpocketing and robbery, poor
TASK 1. READING food safety and hygiene, and the lack of
public toilets (let alone clean and modern
Finding a niche for Vietnam tourism ones).
TN News Over and over again, media reports have
also criticized the lack of qualified tour
In recent years, when it comes to
Vietnam's tourism, the dominant news has guides and tour operators, as well as the
poor capacity of concerned agencies to
m

promote tourism in the country.

r

These problems have persisted as though

o

they are insoluble.

d

In the meantime, local authorities keep e

putting out cheerful statements about how

z

Vietnam's tourism has done well amidst

a

the world economic downturn, citing an

c

increase of nearly 20 percent in p

international arrivals, which crossed six

million last year. .

But these positive reports have been

dismissed by local travel agencies and
t

experts as misleading, inaccurate and

n

incomplete, because the compiled figures 29

are about international arrivals, not around its traditional attractions like Preah
tourists. Vihear Temple and the ancient town of
As the wrangling over problems and Oudong, and a new five-star resort has
figures goes on, it seems to be forgotten sprung up on the Thansur Bokor
that Vietnam's tourism needs to find its Highlands.
own niche to attract foreign tourists. Given the tough competition from these
In fact, it is probably intimidating and capable competitors, what does Vietnam
worrying to look at what neighboring have and what has it done to develop the
countries have done to successfully boost industry that is a major income earner for
their tourism industries. the country?
Malaysia, the top destination in Southeast Besides traditional attractions, for many
Asia, is reported to have seen an increase years, we have promoted festivals that
of 35 percent in tourism arrivals, from 11.1 have been frequently criticized for wasting
million in 2011 to 15 million last year, lots of money but failing to offer things that
thanks to the opening of new attractions, are of real tourism value.
namely international theme park Legoland Every year, more than 8,000 big and small
Malaysia and Johor Premium Outlets. festivals are held across the country; more
With the opening of Universal Studios, than 500 days are marked for celebrations
Marina Bay, and Skypark in recent years, and holidays; and tourism years are
Singapore has also enjoyed an increased organized in various cities and provinces
influx of tourists. Last year, the largest of with lots of activities and events.
its three Gardens by the Bay a 101- But, they all end without leaving any
hectare garden complex was opened to impression on tourists.
the public and has reportedly wooed more
tourists with giant international plant Many years ago, at a meeting with
conservatories. Vietnamese businesses, world famous
marketing professor and consultant Philip
Even Cambodia, which has a lower GDP Kohler once suggested that Vietnam
than Vietnam, has done well with the should build its national brand as "a
successful Smile of Angkor show in Siem kitchen of the world."•
Reap Province. It is now promoting tours
In other words, Vietnam's tourism has a
certain edge over other regional countries:
food and drink.
However, it is a pity that the local agencies
m

have yet to come up with any effective

r

plan to promote it. o

So far, there has been a noticeable effort

from Ho Chi Minh City-based Dien Quan d

Media Company. Early this year it

e

introduced the reality show "Martin Yan

l

Taste of Vietnam,"• in which world-

i

renowned Chef Martin Yan presents

e

specialties across the country over the S

course of 26 episodes. .

But, to make food and drink a real ace for

2

the local tourism industry, much more t

needs to be done, including bringing out n

high quality publications on Vietnamese

U

culinary specialties. 30
The huge funds that are spent on
thousands of festivals and hundreds of
holiday celebrations every year are more
than enough to create effective, lasting
promotions for the nation's cuisine, which
has already won international acclaim.
Of course, when and how Vietnam will
carve out its potential niche is an open
question.
(Adapted from http://www.thanhniennews.com)
TASK 2. PHOTOVENTURES

1. What type of tours do ‗Photoventures‘

organize?
2. What are the advantages of having
experts in the subject organizing and
guiding tours?
3. Are there any disadvantages?
4. What other tourism services will groups going on Photventures tours require?
5. Visit the website www.photoventures.net. Choose a tour. What
encounters (between the tour party and tourism professionals) will be
involved?
6. Which photo do you like best?
 m

TASK 3. DISCUSSING z

Ecotourism in Vietnam: Potential and Reality e

With 13,000 floral species and over 15,000 faunal species, three newly discovered 2

big animal species, and a ratio of country/world species of 6.3%, Vietnam has i

31
enormous tourism—particularly concept of ―sustainable development‖—
ecotourism—potential. In fact, since 1986, development which meets the needs of
when Doi Moi (renovation reforms) began the present without compromising the
the shift from a centrally planned to a ability of future generations to meet their
socialist oriented market, or multi-sectoral, own needs— must be factored into
economy, tourism has been an sector of tourism development. This consideration is
primary concern to the government. In reflected in the term ―ecotourism,‖ which
May 1995, the prime minister of Vietnam is referred to variously as ecological or
approved a master plan of tourism environmental tourism, nature or green
development for the period 1995-2010. In tourism, sustainable or responsible
February 1999, the state decree on tourism.
tourism was part of the socio-economic
development strategy for the period 2001- Ecotourism involves travel to relatively
2010 approved at the IX National undisturbed natural areas with the specific
Congress of the Party: ―Tourism object of studying, admiring, and enjoying
development has become a spearhead scenery, plants, and animals, as well as
economic industry indeed. It is necessary any cultural features found in these areas.
to improve the quality and effectiveness of It is distinguished from mass or resort
tourism activities, bringing into full play the tourism by its lower impact on the
natural conditions, and cultural and environment, lower infrastructure
historical tradition to meet the domestic requirements, and its role in educating
and international demand for tourism and tourists about natural environments and
to catch up with tourism development in cultural values.
the region‖ (Document of the IX National
Congress 2001). Fully aware of its significance, the
government of Vietnam has prioritized
Tourism has so far brought great benefits ecotourism in its strategy for tourism
to the economy, but it has also contributed development to ensure both sustainability
to environmental degradation, especially and economic benefits. Though
biodiversity deterioration. Thus, the ecotourism in Vietnam is at a beginning
stage of development, it is expected to
m

grow strongly through support from

r

government and international o

organizations.
T

(By Phan Nguyen Hong, Quan Thi Quynh Dao, e

Le Kim Thoa from kyotoreview.org) i

Read the extract from kyotoreview.org

e

and discuss with your partners about the S

Potential of ecotourism in Vietnam .

32
UNIT 3. TOUR OPERATORS GET IDEAS

1. A holiday/tour/vacation needs a lot of things brought together in

order to be complete.
2. What are the elements for a complete vacation? Discuss in groups.
The photo below can help you.

4. How important is each of the services for a successful holiday, from the
tourist‘s point of view.

5. What does the tour operator need to arrange with each of the companies?
Work in four groups, with each group looking at a different sector.

Wholesaler
Tour operator

Direct sell Retailer r

 o

Travel agent a

Customer r

33
Did you know…

Package tours (or package vacations, or package holidays)

are excursions or holidays which ―package‖ a variety of
services together to make a single ―combined‖ trip. Commonly
they combine such things as transport, accommodation and
meals. They may also include the provision of a tour guide
and/or leader. Tours can be long or short in duration and
distance. They may be a one-day or overnight package, or they
could be a period of a month or more.

6. Read these definitions. Which one describes horizontal integration and

which one describes vertical integration in the chain of distribution?

1. Tour operators seek alliances and merges with other

travel and tourism businesses as a way of increasing
their market share and maximizing profitability.

2. Companies at the same level in the distribution

chain, or in the same industry sector, merge
voluntarily or are the subject of a takeover bid.

Do you know if horizontal and vertical integration are increasing or

decreasing in the modern tourism industry?

7. Look at the photos below and identify the different services being offered.
 Label the photos with the words from the box. s

1. __________________ 2. 2. ________________ 3. ________________ r

34

4.

__________________
5. __________________ 6. __________________

7. Put these things from the box below into the correct categories.

service air scenic spot insurance self- catering road information rail
sea Homes of F&R events guiding tradition entertainment F&B
festivals

Elements
for
a complete
vacation
 r

Accommodation ____________ ____________ ____________ F & u

____________ ____________
o

____________ B T

____________ ____________ & ____________ .

____________
s

others
3

____________ &
r

Support services t

Attractions
t

others
i
a

r
n

____________
e

Transportation Culture
U

____________ ____________ O
35
____________
VOCABULARY 1

Types of package tours

1. What are the different package holidays referred to in the photos
below? 1 _________________ 2 ________________ 3

__________________

4 _______________ 5 _________________ 6
_________________

7
_________________
_
2. Label the photos with the names of holidays in
the
box.
Adventure holiday Culture holiday (2)
City break holiday Island and beach holiday
Honeymoon and Wedding Family holiday

3. What type of package tours are they advertising? Put the holidays
in 1 & 2 into the correct categories. Each type may have more than
one holiday.
 Types of Package Tours Holidays

All-inclusive Tour Island and beach holiday , Family

holiday
Independent Tour

Escorted tour

Special-interest Tours

36
Incentive Tours

City or Regional Tours

Can you add some more holidays?

4. Discussing
∙ Which package tour (s)/ holiday (s) would you choose? Why?
∙ Have you or has anybody you know ever been on a package holiday?
∙ Why do you think people go on package holidays? Think of three
reasons. Compare your with your partners
∙ What are the advantages and disadvantages of packaged tours?

TIME TO READ

The role of tour operators

Putting a package together
 Package holidays, which are also known as package
tours, include all of the components necessary for a
complete vacation:
- transport to and from the destination
- transfers between the airport / station / port and
hotel
- food and accommodation at the destination
- other services such as a guide or holiday 'rep'.

The professionals who bring these elements together to create a holiday

are called tour operators. They buy in advance and in bulk from the
principals: airlines, shipping lines, hoteliers, and so on. Because they
buy hundreds of seats or rooms from the principal, they pay a much
lower price for them than an ordinary member of the public. The tour
operator then converts this bulk into individual packages known
technically as inclusive tours (ITs). These are marketed to the
consumer through travel agents or by other systems.
In the past tour operators sold almost entirely through travel agents, but
today they also use direct selling. This strategy eliminates the travel
agents from the

T
 .

37
chain of distribution, and this reduces the final cost of the holiday
package because direct sell operators do not have to pay commission
to a travel agent. Many smaller tour operators, for example, prefer to
deal directly with their clients.
Not all tour operators sell the same type of holiday. The really big
operators, the mass market operators, produce low-cost holidays to
traditional sea, sun, and sand destinations like Spain, Greece, or
Turkey. Other operators limit their product to customers who want a
very specific type of holiday. These specialist operators sell adventure
holidays, holidays for single people, holidays for motor racing fans, and
so on. Domestic operators specialize in tours for people who want to
holiday in their own country, whilst incoming tour operators are
specialists in providing holiday packages to visitors coming from abroad.
For example, 'Vastravel', an Italian incoming tour operator, sells tours of
Italy to people from the rest of the world.

1. Read the article and complete the diagram

buy
- airline
Tour operator - ………….. - converts to ITs
…………………………..
……………

…………………….

Consumers

2. Read the article again and answer the following questions

1. Package holidays are created by tour operators and then sold through the
chain s

of distribution. o

a. What are the components of a typical package holiday? a

e
 b. Who else forms part of the chain of distribution? p

c. How many different types of tour operator are there? O

2. There are two other terms that mean the same as package holiday. What are u

they? T

3. To buy in bulk means to buy something a on the Internet 3

a. in large quantities i

38
b. in secret
c. a long time before you need to use it.
4. Why is it important to buy in bulk in tour operation?
5. Why do you think specialist tour operators prefer to sell direct to their
clients? 6. If you could work for one of the four types of tour operator,
which would you choose?

TIME TO LISTEN

Travel Agencies

Discussion

1. How many different ways of

providing information to tourist
can
you think of?

Use these photos to help you.

2. What types of encounters with

the
public do they involve?

3. What types of questions do the

public ask?

Listening

1. Listen to these extracts from

different sources of tourist
information. Decide if the
information is

a. a recorded information line s

b. given face-to-face o

c. from a phone helpline a

2. Listen again. What information is O

the enquirer asking about? Choose u

from the list. T

39
a. sights to visit 1 2 3 4 5

b. visas
c. train availability
d. theater tickets
e. art galleries
f. booking information
g. currency exchange
h. guided excursions
i. child-friendly restaurants
j. local maps

3. Note down the expressions that the tourism employees use to

offer help. VOCABULARY 2

 Tourist

information types
1. Look at the headings of the website below. What types of tourist
information will they give?
Example: Domestic travel --> information on traveling inside Vietnam

40
2. Which of the headings (a-i) from a tourist information website
will give information on
1. accommodation? 2. events? c. Book-a-bed-ahead
3. attractions? d. This month‟s feature events e.
Places to visit
4. children‘s activities? 5. transport?
f. Emergency Health Care g. Places to
6. guided tours? stay
7. emergencies? h. Family fun
a. What‟s on i. Getting about
b. Walks and tours
 3. Which of these words do you associate with
1. a Tourist Information Center
(TIC)? 2. a website?
3. other information sources?

a. click TIME TO SPEAK 1

b. display rack i. FAQs

c. recorded information j. helpline

d. leaflet k. listings

e. home page l. maps

f. reception m. touch screen n. interactive o. customer

g. call center care

h. search

Asking for and giving information at a Tourist Information Center s

1. Work in pairs. For each of the nine website headings a-i in VOCABULARY 2, o

think of a piece of information for your city or region. a

2. Compare your information with another pair. O

3. Take turn to role-play dialogues in the TIC asking for and giving information on u

the different headings. T

41
Tourist information officer : Good morning. How can I help you? Tourist : I’d
like to find out the availability for a trip to Ho Chi Minh City tomorrow.
Tourist information officer : Certainly, madam. What time ….?
USEFUL LANGUAGE 1
Tourist Information officer:
 ∙ How can I help you?
∙ Is there anything else I can help you with?
∙ Have a look through this guidebook.
∙ If you need any more information, I‘ll be over at the desk.
∙ What destination are you looking for?
∙ Do you have any price range in mind?
∙ We have several options coming up.

USEFUL LANGUAGE 2 – Giving directions

∙ The best way to go is …
∙ How do I get go …?
∙ Do you want the most direct route?
∙ If you turn left here …
∙ I‘m trying to get to the
station…
∙ What you need to do
is…

TIME TO SPEAK 2
At a Tourism Trade Fair

Group A –
Tour
Operators 3

42
∙ You are at a tourism trade fair to sell you new tours to travel agents. ∙
Add a third tour to the chart. Be prepared to answer questions about tours
from the travel agents.
Location Three weeks Ten da
Activities
Lodges and Hotels
campsites board
Length ship
Accommodation Transport Flights to Flight to
Nepal, jeep cruise s
Price category Group discount and walking
S$ SS$
Commission payable
Not available One fre
Tour 1 for gro
eight
Nepal River Nile, Egypt
Himalayas 15% 20%
Trekking Sightseeing,
visiting
pyramids, etc
Group B – Travel Agents
∙ You are meeting at a trade fair in order to plan your programmes for next
year. You are looking for one more tour ro add to your programme.
∙ Visit the tour operators and ask about their tours.
∙ You also want to get high commissions if possible.
∙ As you talk to the Tour Operators, complete this chart. Before you start,
think about the questions you will ask.
s

Examples o

What’s the location of your tour? e

What activities do the tourists take part in? O

How long is the tour? u

Is there a commission payable? T

43
Location
Activities
Length
Accommodation
Transport
Price category $ to $$$$$ Grop
discount
Commission payable

∙ At the end, compare the tours you chose

LANGUAGE SPOT

Recommending and promoting

1. Readthe extracts about from Tourist Information leaflets and
websites 1. Find three sentences using
∙ You can find….
∙…
∙…
2. Find examples of sentences starting with if and whether. Which of them
is used when giving two options?
3. Find the word must. Is it used as a noun or a verb? What preposition
follows it? 2. Find examples of these words and phrases and write out
the recommendation expression in full. s

1. without(2) ___________________________________________ r

2. why not ___________________________________________ a

3. worth ___________________________________________ e

4. You could ___________________________________________ O

Which ones use the gerund or noun, and which use the bare infinitive? .

3
 t

44

1
No trip to Liverpool is complete without a visit for a good night out, then why not visit the
to either Anfield, home of the famous Liverpool waterfront Albert Dock complex where you can
Football Club, or Goodison Park, home of their find bars, restaurants, and club venues, as well
as the famous Tate Gallery Liverpool?
rival Everton.
Liverpool is arguably best known for the Beatles
5
and you can find the reminder of their unique As you‘d expect for a city of this size, there is a
legacy all over the city. The Cavern Club, where huge choice on offer. Whether you‘re after a
the Beatles gave their early performances, is well
During the day, why not try some ‗retail
worth visiting. Don‘t leave Liverpool without therapy‘? Liverpool City Centre boasts some of
visiting The Beatles Museum or the childhood the largest big name High Street stores in the
home of Paul McCartney. country, and at Albert Dock you can find many
trendy designer stores.

3
4
In a city with such of well of musical 6
instrument, you would expect a dazzling and If you want to get out and
diverse nightlife. And that‘s exactly what about and be active, you could start at
Liverpool offers. If you are looking Pleasureland at
O

luxurious four-poster bed in a roller coaster – a must for all

modern international hotel or a thrill-seekers. r

bunk bed in a city centre hostel u

that‘s within walking distance of

o

the bars and clubs after a wild

night out, our Accommodation
.

Booking Service can make a

booking for you.
s

t
r

Southport: it‘s exhilarating

o

entertainment for all the family,

a U

45
r

and home of the Traumatizer e

3. Complete this description of Hanoi, Vietnam.

_____________ you‘re a lover of culture or a lover of

peacefulness, Hanoi can offer you a fabulous experience.
You can
_______________ lots of examples of interesting
architecture, and Temple of Literature, the first university of
 Vietnam, is well ______________visiting. A trip to Thang
Long Water Puppetry is a ________________ for all families
with young children.
______________ you‘re looking for a relaxing walk,
___________ not visit the amazing Walking Streets? Finally,
don‘t ____________ Bat Trang Ceramic Village
_____________ visiting the ceramic village to see one of the
typical handicraft village of Vietnam.

4. Look at the list of expressions below. Which ones

1. are mainly spoken forms?
2. are mainly written forms?
3. could be both?

Write 1, 2, or 3

a. If I were you, I‘d… i. For a really memorable

experience, you should …
b. One of the best
2
experiences you can have is s

… c. I‘ve got an idea: why

o

don‘t you … e

d. I‘d recommend – ing …

O

e. There‘s no better place

r

for _____ than … f. You T

might like to think about … .

g. Have you thought about t

…
i

h. Your best option is … 46

TIME TO WRITE
WRITING TOURIST INFORMATION IN HANOI

A general description
Recommendation Sheets

1. Work in pairs. ∙ Make recommendations to your

partner.
∙ Think of different
information topics. 3. Write a tourist information advice
and recommendation sheet for
∙ Complete the spoken expressions Hanoi.
for a visitor to your city.
You should include the visit
following sections.
Try to use all the expressions from
The Language Spot.
Nightlife and entertainment Shopping

Accommodation
FOLLOWUP
Information on natural features Places to
Other important information

Use the following questions to talk about tour operators in Vietnam.

s

1. Who are the bigger tour operators in your country? r

2. Which are the most popular destinations they offer? a

3. Which are the new destinations this year? e

4. Do tour operators in your country only sell through travel agents or do they O

sell direct? u

5. Are there any specialist tour operators in your country? T

6. What type of specialist holidays do they market? 3

47
SUPPLEMENTARY 3

TASK 1 – E-TRAVEL
 1. Where do you/ your family/ your friends normally buy air tickets – at a
high street travel agency or through the Internet?
2. What about accommodation and whole holiday packages – where
do they normally buy these – online or on the high street?
3. What was the last travel product you purchased online?
4. What advantages and disadvantages can you think of for buying
travel products through the Internet?
Vocabulary
Online travel
1. Look at the terms below. Which of these terms do you recognize? Tell s

your partner what you think they mean, ans try to give an example of o

each one. a

1. inventory p

2. dynamix packaging u

3. online travel
agency T

4. data aggregator t

U
 48
5. meta sites
6. multi-channel distribution
7. single-site agent
8. supplier website
2. Now match each term in 1 with an explanation

a. Distribution through more than one channel – through the

Internet, through high street travel agents, etc.

b. This is the term we use to talk about the travel products a

sales outlet offers the customer – air tickets, hotel rooms, entry
tickets for theme parks, etc.

c. This is the opposite to a high street TA. It‘s internet-based

and customers never or speak to the travel agents. It‘s all done
online.

d. This allows consumers to put together their own trips at a

single website by combining different elements such as air
tickets +
accommodation + car hire. In the past, the package or a fully
inclusive tour (FIT for short), was usually put together by the
tour operator.

e. This is what the name suggests – an independent travel

agent with only one or at best two shops.

f. The sites of the principals. Low cost carriers or traditional

airlines all now have one, as do most hotels, and you can
buy direct through these sites.

g. A website that searches other websites and bring together the data s

that best fits the search criteria that the customer keyed in. o

h. Just another name for a data aggregator, but it comes from the idea O

that this is a site that searches travel sites, rather than a travel site r

with something to sell. o

T
 .

49
3. Which two of the following are online travel agencies, and what
are the others?
a. Expedia
b. Hilton Hotels
c. Kayak
d. Travelocity
e. Qantas

Name some of online travel agencies in Vietnam that you know.

4. Work in pairs. Ask your partner to name one of the terms from 1. Explain
what the term means in your own words, and give a translation into your
own language if possible.

TASK 2. How to organize package tours

Read the article
1. Match the headings with the paragraphs
s

1. Fully escorted tours r

2. Elements of a package tour a

3. Types of Packages e

4. Special-interest tours O

5. Definition r

u
 6. City/regional tours o

7. Adventure tours .

8. Group tours t

50
2. Answer the following questions

1. What are package tours?

2. How is the tour duration?
3. What does a packaged tour typically include?
4. Why are package tours available in tourism?
5. How many specific types of package tours are there?

Name them. How to organize package tours

A.

Package tours are excursions or holidays

which
―package‖ a variety of services together to
make a
single ―combined‖ trip. Commonly they
combine
such things as transport, accommodation and
meals.
They may also include the provision of a tour guide
and/or leader. Tours can be long or short in duration
and distance. They may be a one-day or overnight
package, or they could be a period of a month or
more.

B.

Packaged tours typically include:

∙ Alltransfers between airports/harbors/stations and hotels
∙ Twin share tourist and first-class accommodation with private facilities, as
specified
∙ Cruises
∙ Rental cars
∙ Entrance fees to attractions
∙ Insurance
∙ Tickets for entry to events or attractions
∙ Insurance
C. s

The types of packages available in today‘s market are vast and varied. This
ensures a

all consumers‘ needs and desires are met. Package tours can be further broken
down e

into specific tour types. Tours available range from Special-interest tours, O

Adventure tours, City or Regional tours, Group tours and Fully Escorted tours. r

D. .

51
____________ are designed around a particular interest area which could
include arts, food and wine, sport, cultural or agricultural. Specialist tours
may include an expert or celebrity guide who relates to the theme of a tour
(e.g. a gardening expert accompanying a garden tour, or an art expert
accompanying an art tour).

E.

____________ are designed to allow the consumer to participate in their

area of interest for the length of the tour and more experience based. They
generally are physical and require a certain level of fitness, however, can
sometimes be modified to meet your needs depending on the other
travelers. Some examples of this tour type include diving, rock or mountain
climbing, horse riding, skiing or cycling.

F.

_____________ normally last for one full day or

less.
They follow a fixed itinerary and will visit areas of
interest in a specific place, whether that is historic,
religious or cultural, refreshments or meals are often
included.

G.

_____________ also follow a fixed and pre-arranged itinerary. They often

only take place depending on the number of travelers i.e. they require a
certain number of travelers in order to go ahead or it becomes a financial
cost rather than profitable. It is also worth noting there are a maximum
number of travelers on group tours too, as determined by the mode of
transport – a 56 seated coach can accommodate no more passengers and
therefore the number limit is defined. Group tours are generally always
escorted or a tour guide service is provided.

H.

____________ are often a good idea for solo

travelers and especially women travelling alone.
This type of tour offers a sense of security s
or
r

overcomes language and cultural barriers. o

Also,
t

these types of tours are often somewhat a

educational, the escort- providing local,

historical e

and cultural knowledge or insight gives the O

consumer more worthwhile experience and u

understanding of the country (place) visited. T

(Adapted from ACS Distance Education. http://www.acs.edu.au) i

52
TASK 3. An inclusive tour in Vietnam

Tour operators regularly use brochures and the Internet to

advertise their package holidays and tours.
One of your clients is interested in visiting Vietnam. Look at the tour
 description and find the following information for the client.
+ The length of the tour
+ What type of accommodation will they have?
+ The standard price for 2 people
+ How much will the tour cost for 7 people using deluxe service? +
Does the cost of the tour include
a. all food and meals?
b. entry costs for photo or video camera?
c. arrival and departure transfers?
d. boat for cruising
e. personal drink
+ Will there be a guide on the tour?

53

Vietnam Beautiful Beach

Destinations: Hochiminh - Phan Thiet - Price

Nha Trang - Danang - Hoian - Danang

ge pax
Duration: 9 days, 8 nights
Stand $943.0 $748. $646. $553.0
Endless white sand beaches, charming ard 0 00 00 0
fishing villages, desert-like dunes and
numerous types of rare flora and fauna are Delux $1,138.00 $748.00
all found in Phan Thiet, Nha Trang and Da e $928.00 $646.00
Nang. These destinations are a must

Tour 1 Pax 2-3 4-6 Over 7

packa Pax Pax
 for sea lovers when travelling to
Vietnam.
ITINERARY
Day 1: Arrival
Welcome at Saigon airport and transfer to hotel. The rest of the day is at leisure.
Overnight in Saigon.
Day 2 : Ho Chi Minh city tour(B/L)
Ho Chi Minh City (former Saigon) is the heart and soul of Southern Vietnam.
See the different faces of this bustling city on a full day tour with extensive visits to
the Re
Unification Palace, the Central Post Office, the Notre Dame Cathedral, the War
Remains Museum, the Jade Emperor Temple, the China Town, and the Ben
Thanh market.
The morning tour takes in the Re-Unification Palace, the Central Post Office, the
Notre
Dame Cathedral, and the War Remains Museum. After break for lunch, we
continue to Jade Emperor Temple, and then go shopping in China Town and
Ben Thanh market.
Day 3: Saigon Phan Thiet (B/L)
Leave Ho Chi Minh City by road for Phan Thiet. The scenic 200km drive north on
Highway One passes through the bustling city of Bien Hoa before cutting through
dense
rubber plantations. Nearer to Phan Thiet the terrain changes to arid semi-desert
with cactus plants and strange looking dragon fruit trees. Arrive in Phan Thiet in
the late morning and check into resort. The rest of day is free to relax by the pool or
on the sandy s

beach. Overnight in Phan Thiet. t

Day 4: Phan Thiet (B) e

MuiNe Phanthiet Vietnam

r

u Muine Beach Sunset o

Free day in Phanthiet to explore by yourself the beautiful places such as Golden Sand 3

in

54

Dunes, Pink stream or enjoy sea bathing. O/N in Phanthiet.

Day 5: Phan Thiet-Nha Trang (B/L)
Leave Phan Thiet for Nha Trang after breakfast, breaking the journey at Phan
Rang to visit the 13th century Po Klong Jarai Cham Towers perched high on a rocky
hill
surrounded by prickly pear cacti. After Phan Rang, follow Highway One up the
coast past Ca Na beach to Nha Trang. Overnight in Nha Trang.
Day 6: Nha Trang (B/L)
A morning boat trip on Nha Trang bay visits some of the nearby islands and
there are opportunities to swim and snorkel in the clear warm waters. After a
fresh seafood lunch at one of the islands in the bay, return to shore for a short
afternoon city tour including
the Po Nagar Cham Towers, Long Son Pagoda with its enormous white Buddha
statue and the lively Dam Market. Overnight in Nha Trang.
Day 7: Nha Trang Da Nang Hoi An (B/L)
Honeymoon sunsets
Transfer to Camranh airport for departure to Da nang. Pick up at Danang
airport, visit Cham Museum, Marble Mountain. Drive to Hoi An. Overnight in
Hoian.
Day 8: Hoi An My Son Hoi An (B/L)
A half day trip to visit the capital and religious centre of the former Champa
Kingdom, My Son. Here, 40km southwest of Hoi An, in a lush green valley, are
dozens of red brick
towers and sanctuaries dating from between the 7th and 13th centuries. On
returning to
Hoi An, the afternoon is at leisure. Overnight in Hoi An.
Day 9: Departure (B) At leisure until transfering to Danang Airport for
onward flight.

Inclusions: Exclusions :
* Accommodation based on * Drinks, Personal
Double/Twin sharing room at expenses. * Entrance fee
specified hotels or similar. * A/C for photo or video
vehicle tranfer with driver camera to the sites.
* Sightseeing and entrance fee * Tips and gratitude for
at all mentioned sites. guide, porters and drivers.
* English, French speaking local * Others not mentioned in
guide. * Meals as stated in the price above
itinerary
* Boat for cruising.
* Domestic flight ticket as program.

U
 55
TASK 4. Vocabulary
Enrichment Managing tour
operations - Operations and
Contracts

1. Match the words 1-8 with

the definitions a-h

1. allocation 2. competitive 3. 6. negotiation 7. occupancy rate 8.

consolidation 4. clause overbooking
5. contract

a. bringing two or more things together for greater efficiency

b. taking more reservations than there are places
c. an official written agreement between two companies
d. a share
e. a discussion at which people try to agree something
f. the percentage of rooms sold in a hotel
g. a section of a legal document
h. comparing well with other companies offering the same service

2. What is the verb form of these nouns?

1. allocation 2. consolidation 3. Negotiation
3. Is contract a noun or a verb?
4. Where is the stress in the nouns and verbs in 2 and 3? s

5. For each of the following, which of the three words does not match with the o

main word? a

1.sign / draw up / do + a contract p

2. add / increase / include + a clause

r

3. make / hold / have + negotiations o

4. sell + by / in / off
 .

56
CONNECTIONS

Websites
∙ Vietnam tourism
∙ Presentations and presentation s

technology www.presenteronline.com
r

Web search
t

∙ E-travel
r

∙ Online travel agents

p

∙ Home-based travel agents

KEYWORDS
audience
data aggregator
dynamic packaging
forum
inventory
meta site
multi-channel distribution
sales outlet
single-site agent
slide
travel counselor
travel distribution r

managing tour operations

u

57
UNIT 4. TOUR GUIDING

GET IDEAS

1. Have you ever been on a guided tour?

 ∙ Where was it? What did you see? Was it a coach, at a famous sight or a
walk or something else?
∙ Did you enjoy it? What did you like/ not like about it?
∙ Was the guide good/ bad? What make a guide good or bad?
2. What is the role of a tour guide?
3. What does a tour guide do and need in their career?

Brainstorming

guides visitors
 A Tour Guide g

58
Did you know

A tour guide is a person who leads groups of people around a

town, museum, or other tourist venue. The tour guide provides a
commentary on the features and history of the location, the
tours can be from as little as 10-15 minutes to extended periods
over many days. Considerable importance is placed on the
guide's knowledge of local stories, history and culture depending
on the location of the tour."

( Wikipedia: Tour Guide August 2007)

VOCABULARY 1

Types of tour guides

1. Look at the photos below. What is the tour guide in each photo doing?
Discuss with your partner.
 2. Match the kind of tour guide with the definition.

On-site or a. A person who accompanies a group of tourists from

local guide the point of origin to the destination, and back to the
origin. Usually handles group‘s check in and check out.
City guide b. A person competent enough to guide in a certain
or escort locality or area
Specialized c. A guide who join a tour bus for a local sightseeing
guide excursion.
Step-on d. A guide who specializes in a certain field such as
guide botany, architecture, environment, marine life, etc.

59
3. Look at the list of tasks below. Put a tick on what a tour guide
normally does.

a. escort groups of tourists to different places, cities and countries.

b. handle all the details of a trip prior to departure.
c. schedule airline flights, bus trips, or train trips as well as book
cruises, houseboats, or car rentals.
d. research area hotels and other lodging for the group and make
reservations in advance.
e. check /plan itineraries and daily activities, keeping in mind the
interests of the group
f. prepare notes for commentary.
g. provide commentary at each site during the tour.
h. answer the tourist enquiries and questions
i. discuss with the airlines about the flight tickets
j. discuss with the tourists about the tour price.
k. introduce tourists to an attraction or more.

TIME TO READ

What makes a good guide?

1. What do these words mean? Match them with the appropriate
photo. pax pano TVP
1. 2. 3.
 g

60
2. Do you agree or disagree with these statements?

1. A guide should always smile and look at his/her passengers. Even on a

coach the guide should face the passengers.
2. A guide should be entertaining and tell as many jokes as possible.
3. On a walking tour, it should be the guide’s responsibility to ensure the
people on the tour cross the road safely.
4. A walking tour or a gallery tour should never last more than two hours
– people get bored.
5. On a coach panoramic tour, the guide shouldn’t talk about places that
can’t be seen.
6. A guide shouldn’t wait more than ten minutes if someone is late.
7. As well as giving factual information a guide should give practical
information, such as how long the tour will last, when there will be a break
for coffee and toilets, and so on.
8. A guide does not need to talk all the time.

3. Read the text Guiding: tips for best practice and check your answers.
Guiding: tips for best
Guides do not usually wait more
practice
than ten minutes for late-comers.
Tell them this (but maybe wait just
a few minutes more).
When asked what they want from a
guide, most tourists will say they
Safety is important on a walking
want someone who is friendly and
tour too. Look after the group, but
knows what they‘re talking about.
remember they have to be
Tourists want information, but they
responsible for their own safety
don‘t really want to be lectured at.
when, for example, they are
After all, they‘re probably on
crossing the road.
holiday and they‘ve come to have a
good time. So this means you don‘t
Tourists like a guide to be
need to talk all the time or tell them
entertaining, and humor will make
everything that you know about a
your tour more memorable. But
building or a monument. Silence
you don‘t have to tell jokes all the
can be valuable.
time. You can tell little stories, but
The most important thing is to
they should always be true. Don‘t
smile and make eye contact.

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 61
Introduce yourself by your first
make up stories just to get a laugh.
name. If you‘re on a coach
panoramic tour (or ‗pano‘),
Of course, the last thing you want
introduce your driver too, but don‘t
is to have tourists who are bored.
let him or her take over: it‘s your
So, keep your voice interesting and
commentary!
lively, make your information
relevant and keep tours short – two
Give your passengers (or ‗pax‘) an
hours is easily long enough for a
introductory talk before you set off
tour of an art gallery or a museum
on the coach. This is important
or a walking tour. On a coach
because you won‘t be able to face
pano, make sure you point out the
them as you guide – guides have to
really important things – the TVPs
wear seat belts and it‘s difficult to
(Top Visual Priorities) – and don‘t
turn round and talk. Remind your
talk about places that the pax can‘t
passengers to do up their seat belts
see.
as well, and give them practical
information about the length of the
Ultimately, the key question for a
tour and when the comfort breaks
guide is: Would I enjoy my own
will be. Most importantly, tell them
commentary? If you can answer
very clearly the time when they
‗yes‘ to this, then you‘re probably
have to be back on the coach or at
already using ‗best practice‘.
the meeting point.

4. Find phrasal verbs in the text which mean

a. start (a journey)
b. dominate
c. fasten
 d. take care of
e. invent

Did you know

Free Lancer – not permanently connected with any travel agency and paid
per trip. Staff guide – permanently connected with a travel agency,
receives monthly salary
g

VOCABULARY 2 i

Working procedures r

1. What does a tour guide have to do pre-tour, on-tour and post tour? T

2. Discuss with your partners. 4

62
3. Complete the Working Procedure Diagram of a tour guide with the
activities from the list below.
Tour Guide Working Procedure
 123

tour

assignment∙ Be punctual ∙ Prepare tour

∙ Study your
guide‘s report
1. Be aware of the composition of the
10. Deliver commentaries
group.
11. Gather all collected vouchers
2. Be punctual
12. Announce inclusion of the tour
3. Review itinerary.
and what to expect
4. Make sure you have complete
13. Prepare tour guide‘s report
name of guests, cash advances and
14. End your day/tour by thanking
tour vouchers.
the guests/tourists
5. Be reminded of cash advances,
15. Submit tour report to immediately
vouchers needed.
after the tour
6. Check your transport amenities
16. Announce the next day‘s
7. Know your vehicle to be used,
itinerary/program and give
plate number and name of driver or
instructions
coordinator.
 17. Accomplish financial report with
8. Meet and greet the group
receipts, vouchers and other
9. Discuss itinerary and check other
assignments
concerns
18. Liquidate (if necessary)

63
TIME TO SPEAK 1

Explaining Safety, Rules and Etiquette

1. Study the tips in language spot on how a tour guide explains rules,
safety and etiquette to the tourists.
2. Choose the best answer
1. The tour will begin at 4.00 ___________.
a. sharps b. sharpened c. sharp
2. I do not __________ using the public transit system.
a. recommendation b. recommend c. recommended
3. It is __________ to leave a gift for the hotel staff on your bed.
a. custom b. costume c. customary
4. You are _________forbidden from taking photographs inside the
museum. a. strictly b. strict c. stricter
5. Please remain ____________until we come to a full stop.
a. seat b. seated c. sit
6. As a safety precaution, please stand behind the yellow line.
a. safety precaution b. safe precaution c. safely precaution 3.
Group-work: Explaining rules, safety and etiquette at a tourist
spot ∙ Choose a tourist spot in your province/ country.
 ∙ Think of or investigate the rules and etiquette of that place.
∙ Prepare to explain safety, rules and etiquette to a group of
tourists. Example:
In the Vietnam Women Museum:
∙ You are strictly forbidden from taking photographs inside the museum
g

64
LANGUAGE SPOT
Explaining rules
∙ You are strictly forbidden from taking photographs inside
the museum.
∙ Please stay on the marked path.
∙ I'm sure this goes unsaid, but remember to place all trash in
the garbage bins.
∙ Please pay attention to the time. We don't want to keep the
driver waiting.
∙ Classes are in session, so we need to keep our voices
down. ∙ The bus will be leaving at 5:00 pm sharp.
∙ You'll have some free time to look around after lunch.
∙ Please meet back here in one hour.

Explaining safety
∙ Please keep your selt belts fastened at all times.
∙ I ask that you keep your hands inside the train.
∙ As a safety precaution, please stand behind the yellow line. ∙ For
your own safety, we ask that you refrain from putting your arms
out the window.
∙ Please do not feed the animals.
∙ Please remain seated until we come to a full stop.
∙ Please stay with your group at all times.
∙ Please keep to the sidewalk.
∙ I do not recommend swimming here. The water is very
rough. ∙ We suggest only carrying small amounts of cash.
∙ These rules are for your own comfort and safety.

Explaining etiquette and customs

∙ It
is customary in our country to tip the friendly bus
driver. ∙ In this region we bow rather than shake hands
during a first meeting.
∙ Though the all-inclusive includes tips for the servers, it does
not include tips for the bellboy.
∙ To indicate that you want to get on or off the bus simply wave
your hand at the driver.

.
4. Share with other groups 4

65
TIME TO LISTEN

A tour guide in London

Matt is a tour guide of Fun London Tour Company. He is sharing
with you about his jobs and experience.

Watch the video and answer the questions.

1. What type of tour guide is he?
2. Which tour operator is he working for?
3. What is the itinerary of the guided tour?
4. What does he say when he wants to guide the tourist to the
next stop? 5. What is he use to help him in guiding the tour?
6. Does he use TVP?

TIME TO SPEAK 2

Showing places of interest - Guiding

language g

T
1. Work in pairs. Match the halves of the sentences
.

66
It was designed… …one of the most famous works
of art in the world.

The painting in front of you is… …cathedral with its superb

Gothic tower.

The castle is said… …100 meters high.

We are now passing the …home to many species of rare

magnificent… birds.
On your left in the distance you …by the architect Christopher
can see… Wren.

The dome is over… …the snow-capped mountains.

These ancient carved stones …to be haunted
have been standing here for over
…
The modern 42-storey building on …agriculture and farming.
your right is …

The dramatic coastline is … …made of steel and grass.

The countryside around here is …2,000 years.
famous for …

2. Decide if they refer to:

a. a building or monument.
b. a picture or object.
c. natural features.

123

G
 r

67
Language of describing tourist attractions

▪ past simple passive

( as in It was designed by the architect Christopher Wren.)
▪ is said to
(as in: The castle is said to be haunted.)
▪ one of the most
(as in: It is one of the most famous works of art…)
▪ present perfect continuous
(as in: The stones have been standing here for over 2000 years.)

3. Make two similar sentences (in context of your country) for each of
the forms. 4. The tour
∙ Work in groups.
∙ Prepare a picture of a famous building/ attraction in your
country. ∙ Describe it as if you were giving a guided
commentary.
∙ The Guide must speak for at least one minute.
Start with
Describing a tourist sight
We are now passing one of the most famous buildings in …

u
 G

68
TIME TO WRITE

Coach commentary

1. Prepare and deliver an imaginary fantasy coach tour which will pass
some of your country‟s most famous sights.
2. Look at the note prompts below and prepare what you would
say At the start During the tour At the end

at the start of your - about each of the famous - to point out any other
coach places you are going to sights
commentary pass on your tour Thank the passenger s

3. Write a coach commentary use the guides below

FOLLOW UP
With your partners, discuss the following questions
7. Do you think tour guiding is a difficult job? Do you think you are
capable of being a tour guide?
8. What are the main tasks that a tour guide normally does?
9. What makes a good guide?
10. From what you have learned so far, what are 7 Must-Have Skills for
a Tour Guide?

G
 r

69
Coach commentary
Important language
At the start
• Welcome the passengers: e.g. “Hello everyone and
welcome to today’s tour.”
• Introduce yourself and your driver
• Explain the tour and some of the „highlights‟
• Make sure everyone is comfortable and safe
_______________________________________________
_______
_______________________________________________
_______
_______________________________________________
_______ During the tour
• On your right / left you can see …
• We are now going past …
• Please take a picture if you want …
_______________________________________________
_______
_______________________________________________
_______
_______________________________________________
_______ At the end
• Thank the passengers
• Wish them a pleasant evening
_______________________________________________
_______
 _______________________________________________
_______ Famous sights (fact-sheets)

4. Each group delivers their commentary in turn. t

70
SUPPLEMENTARY 4
TASK 1 – TOUR GUIDING
1. In your opinion, what are the most important qualities of a
successful tour guide?
2. Make a list. Share in your groups.
3. Read the article below and check your answer.

What Makes a Top-Notch Tour Guide?

A tour company is nothing without its tour guides—they are the backbone of
the entire operation. Being a tour guide isn‘t just about reading facts from a
sheet, though; it‘s a very demanding job that combines performance,
memory, and customer service all into one. While every tour (and every
guide) is different, the very best tour employees have a certain set of skills
that make them really stand out. Here are the things to look for when hiring
tour guides that will last.
1: Communication
It all comes down to communication. A tour guide must be articulate and easy
to understand, and know how to communicate with large and varying groups
of people. A good guide will not only have the physical capability to command
attention and project their voice clearly, but also have the interpersonal skills
necessary to interact with new people every single day, answer questions,
and be approachable.
2: Memory and Storytelling
When you run a tour, you‘re selling more than just the sights and sounds;
you‘re selling knowledge, history, and a story, and your guide must make all
of that information compelling. If a tour guide is reading off of cards or getting
facts wrong, your guests will not be impressed. The ultimate goal is for your
guide to know their script so well that it should seem like it‘s their own story,
and it should flow naturally from them rather than being obviously memorized.
They‘re not just giving out information; they‘re essentially playing a role. g

3: Humor n

No one wants a dry, boring, humorless history lesson; they zone out, get bored,
a
n
d u
G

just don‘t have a good time. A guide with a good sense of humor will be able to inject
r

some zest into their scripts and make the guests feel at ease and happy, increasing u

their enjoyment of the tour and cutting any tensions that may arise. T

71
4: Passion
Even if your guide isn‘t a local, they should be able to fool your guests
reasonably well by having true insider knowledge of the best restaurants and
neat little secrets that only residents tend to know. They should have true
passion for the city or activity, and convey that passion to your guests.
5: Flexibility
Of course, a tour guide isn‘t up on a stage delivering lines to a passive
audience; your guests will have questions and comments, and your guide
should be able to react to them with authority and enthusiasm. This means
that the guide will need to know more than just the standard script, and be
able to draw from that knowledge in an entertaining and compelling way.
They need to be able to be flexible with the tour, adjusting for spontaneous
moments and using a unique approach for different types of guests.
6: Punctuality
No one wants to sit around waiting for a guide; it‘s incredibly unprofessional.
Your best tour guides will be punctual to a fault, ready to accept your guests
and able to organize them so that there are as few delays as possible.
7: Sensitivity
You‘re going to have guests coming in from all over the globe and all walks of
life, and they will have certain cultural expectations and social norms. The
best tour guides are sensitive to these international differences, and are able
to tailor their deliveries to respect their guests where possible. They should
also be able to deal with guests who have special needs.
(Adapted from www.nationalgeographic.com)
4. Do you agree with the writer ideas? Why/ why not?

TASK 2 – A MODEL TOUR GUIDE SPEECH

1. Watch the videos about Anna, a tour guide in Budapest. Is this a

good tour guide speech?
g

72
Tour guide speech – Budapest
―Good morning everyone. My name is Anna. I am one of the two guides that
will accompany you during your stay in Budapest. The other guide is
Christina and you will be meeting her at the hotel tomorrow morning. We
would like to welcome you all to Budapest. We will arrive at the hotel in 10
minutes, therefore I would like to ask you all to check if you have all your
baggage with you, please do not leave anything unattended on the bus
because we cannot take responsibility for it. Now I‘d like to take some time to
inform you about brief safety precautions. Firstly, during the next 7 days the
temperature will be above 25 degrees, so you should make sure that you
drink enough water and we also recommend you to use sunscreen to avoid
sunburn. Secondly, you should always take care of your belongings while
walking in the city.

Now let me say a few words about the famous sights and tourist attractions
Budapest has to offer. You should pay a visit to the famous Buda Castle,
which is part of the Budapest World Heritage Site. It is definitely worth going
up there, because from the top you get a beautiful view of the city to the
Danube, especially to the Chain Bridge and the Clark Ádám Square. To go up
to the castle you can either walk or you can also use the furnicular.

Another famous sight you should explore is the Heroes‘ Square. This is one of
the major squares of the city and it is rich with historic and political
connotations; you can find statues of the leaders of the seven tribes that
founded Hungary in the 9th century and other outstanding figures of
Hungarian history. Moreover, this is not the only attraction here, the square is
located between the Museum of Fine Arts and the Palace of Art, and it faces
the iconic Andrássy Avenue. It was recognized as a World Heritage Site in
2002 and also it is one of Budapest‘s main shopping streets, with fine cafes,
restaurants, theatres, and luxury boutiques.

Last but not least I have to talk about Széchenyi thermal bath. If you feel like
you need some recreation, this is the place to be. The Széchenyi bath is the
largest medicinal bath in Europe. Its water is supplied by two thermal springs,
whose temperature is 74 °C and 77 °C. The bath can be found in the City
Park, and was built in 1913 in Neo-baroque style to the design of Győző
Czigler. The complex has 3 outdoor and 15 indoor pools. Towels and
swimsuits can be rented or bought in the g

spa. You should keep in mind that on weekends and holidays the entrance fee is d

higher than on weekdays. u

Thank you for your attention everyone, and on behalf of Hungarian Tours we wish u

you a pleasant and memorable vacation here, in Budapest!‖ T

(By Janina Szakáll from /tourismenglish.wordpress.com) n

73
TASK 3. VOCABULARY ENRICHMENT
1. Choose the correct words in the description of a walking tour of
central Lisbon.
 g

74

TASK 4. RESORT REPRESENTATIVE

1. Holiday reps work very hard. Read the job description and
decide which aspects of their job
1. have to be done once with each group of holidaymakers
2. have to be done once a day
3. have to be done several times during a holiday
4. mean being available almost 24/7 (24 hours a day/ 7
days a week)
2. Answer the questions
1. ‗Representatives‘ work is seasonal‘. What does seasonal
mean here? 2. ‗Hours of work are variable‘. What does variable
mean here?
g

3. Work in small groups n

1. Make a list of skills and personal qualities that a holiday rep needs. u

2. Which skills and qualities do you have? Tell your partners. r

75
So you want to be a resort representative?
The work
Resort representatives are the first point of cotact fro
holidaymakers at their destination. They represent the tour
operator, and aim to ensure the success
 g

76

Get ideas
UNIT 5. ON TOUR
1. What do you know about the three places in the pictures?
2. Can you find them on the map of the world?
3. Why do you think tourists would visit them? What types of tours might they
go on –for example, cruises, walking tour, museum visits?

TIME TO READ

Three tours
1. Read about the three tours. In groups, discuss the questions.
Which of the tour involve g

1. a private performance? i

2. visiting ancient ruins? u

3. travelling on a boat?
r

4. accommodation in the city center? u

5. seeing rare animals in their natural habitat?

.

6. an internal flight? t

77
7. talks by an expert?

Libya – Lost cities of

a

the Greek and Roman Empires

∙ Starting from Tripoli, ancient city and capital of Libya. Nearby is Leptis, probably the
best preserved Roman city in the Mediterranean world.
∙ Fly east to less often visited region of Cyrenaica, a land of beautiful green hills
running down to the crystal turquoise waters of the
Mediterranean.
∙ Discover the ancient port of Apollonia, an enchanting city now partly sunk beneath
the sea which forms a dazzling backdrop to its theater and the columns of its
Byzantine churches.
∙ Visit the city of Cyrene, founded in the 7th century BC and for centuries the most
important Greek city in North Africa – its
stunning temple of Zeus is larger than the Parthenon in Athens.
∙ Extra tour to the Sahara Desert.

Ecology of Ecuador
b

- The enchanted islands of Galapagos

∙ A special tour accompanied by guest lecturer, Dr Michael Brooke, Curator of Birds,
Cambridge University Museum of Zoology.
∙ Travel in a specially modified cruiser, adapted for the Galapagos. All cabins are air-
conditioned outside cabins with private toilet/ shower
r

room.
u

∙ The tour begins with a visit to colonial Quito, plus a tour of the n

Avenue of Volcanoes, among stunning scenery.

.

∙ The South American archipelago of the Galapagos Islands is home

i

to an amazing variety of wildlife – giant tortoises, marine iguanas,

U

78
and many more.
∙ Optional tour of the Ecuadorian Amazon – a journey to another world.
St Petersburg – City of music c

∙ Tour to one of the world‘s most magical cities. Including a

number of concerts in grand settings (e.g. Sheremetev
 Palace, where students of the St Petersburg Music
Conservatory will perform works by Tchaikovsky exclusively
for our group).
∙ Program covers all the principles sights of Peter the Great‘s
magnificent city, from the Hermitage, with its priceless
Scythian gold collection, to the Catherine Palace at Pushkin,
with its recently restored Amber Room.
∙ We will also have the services of Humphrey Burton, one of
Britain‘s most distinguished television directors and
commentators to help bring out the musical magic.
∙ We stay throughout at the Dostoyevsky Hotel in the heart
of St Petersburg.

2. Match these notes written by a tour operator with the correct tour.
In each case, decide that the notes mean.
2

1
r

Book local guide for city panoramic tour. Lecture in o

museum – English language? Hotel facilities

n

Double-check availability of HB 3 O

Airport arrival – meet and greet?

5

Book coach transfers (plus local guide)

Local guides at various sights?

Check accommodation arrangements for the

Sahara tour – tents?
i

Check first-class cabin for guest lecturer. Staff on n

cruiser – English-speaking? Local guide for tour of

U

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volcanoes. Land-based travel? Jeeps?
3. Which tourism professionals will be employed on the tours?
Example
A guide at the museum
4. Which tour would you most like to work on?
What job would you like to do on the tour? Why?

TIME TO LISTEN

From tour guide to tour manager

1. What is the difference between a tour guide and a tour
manager? 2. Check these words in the dictionary if
necessary.
commentary excursion qualification
3. Tourism trainees do not usually find a job tour manager as their
first job. Listen to Gina Meadows describe what she did before she
became a tour manager. Note down the training she did and any jobs she
had.

4. Listen again and write T for TRUE and F for FALSE.

i. Gina always wanted to work in tourism
r

ii. The qualification she got is recognized in many European countries. u

iii. She got the job she wanted immediately. n

iv. Her experience of travelling was more important than the qualification. 5

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