Datos
Datos
Datos
C
PERU 0-
GO' ul
Guayaquil
Talmo
Chklayo
"ndelJoe
Trualko
Churl:poke
Pare
Lake
1 Look at the 0
o
information and co
100 km
photos of Peru.
200 male,
What is unusual
c
about the country?
Customer profile
2 Gabi Werner works for CSAM Travel in Mexico City.
Listen to a telephone call and complete the customer profile.
Customer profile
Name: Mark Travelling with:
Destination: Travel dates:
Interests: trekking and local culture 10-day package: US'S grip
a
Places to visit: , the Amazon and Email: mark.bradford@leeds. a
et 7 1 r 4
Titicaca
_ A v;isirliL,
CASE STUDY MAKE THE RIGHT BOOKING
Choosing a package
3 Work in pairs. Look at the holiday packages and choose the best package for Mark.
Write down the important details of the booking: the package choice, travel dates and
total cost.
L
1B2r"'""'
4 et Listen to Gabi calling Mark and
Puerto Maldonado - US $1,200 pp.
Confirming a booking
KEY WORDS
accommodation booking
7 Write an email to Mark to confirm his booking (100-120 words).
Use the expressions in the box and the model in the Writing bank on domestic tourism
page 99 to help you. inbound/outbound tourism
include leisure lower case
Here is/are ... I would also like to confirm ... package recreation
Thank you for booking with ... Please see the attached details. shopping spend theme park
Your booking includes ... trekking trip
See DVD-ROM Mini-dictionary
CASE STUDY
MAKE A GOOD HOTEL
GREAT
Aim: To produce an action plan to improve the guest experience at the Apfelsine Hotel.
Analyse online guest reviews.
2 Listen to staff opinions.
3 Read staff suggestions.
4 Hold a meeting to create an action plan.
1 Read the online guest reviews for the Apfelsine Hotel in Berlin.
How could the hotel improve customer service? How could it
improve equipment and facilities? Make a list.
1 We ate in the hotel two nights and the food We were disappointed that there were no
was fantastic. The only problem was that the coffee/tea making facilities in the room,
service can be a bit slow. They seemed short no fridge and no air conditioning when we
staffed in the restaurant in the evenings. stayed there in the summer. It says in the hotel
In general the hotel staff were friendly and magazine in the room that this is a 'green hotel'
helpful but the staff at the café weren't very and they try to be environmentally friendly but
attentive. I'd prefer these facilities next time.
3 The room was spotlessly clean and very 4 The big issue for me was the service, which was
comfortable but small - like a lot of slow and amateurish. I waited for 30 minutes
European budget hotels. The shower was to check in. There was only one receptionist
great. My only small complaint is that the on Friday evening but there were usually two
towels were very small and thin! (And I'm or three people on reception the rest of the
not!!) weekend. Really disappointing.
5 The only negative thing I can say about the Apfelsine is there is very poor lighting
for reading at night but I suppose that is because they use energy saving bulbs.
MAKE A GOOD HOTEL GREAT
Staff opinions
2 OM Listen to the staff talking about some problems at the hotel. Complete
the manager's notes using ONE or TWO words.
Staff suggestions
. But some guests are unhappy that
and shampoo.
3 Read the staff suggestions for how to improve the hotel. Make a list of possible
improvements.
r
1 2
When guests arrive a few hours before the As part of our green hotel plan, we could
check-in time, let's offer them complimentary offer a nice organic breakfast with lots of fresh
coffee and cakes in the restaurant while they're fruit, juices and nice breads. We could serve
waiting for their room. It's a nice, friendly breakfast until 1 p.m. — that would make us
welcome. And we can take their bags up to the different from other hotels and guests would
room or store bags if guests want to go out. love it. Let's put complimentary fruit on the
Also, we get a lot of guests on weekend breaks, reception desk for guests, too.
so let's have a late checkout option on Sundays.
1
3 4
Why don't we offer our own walking tours of We have free Wi-Fi access in the hotel but
the local neighbourhood? It's a bit different guests don't always travel with their computers.
from the typical sights of Berlin. We could also We could lend them a laptop to use, at no extra
produce our own guide to Berlin for the hotel charge, if they want to check their email or use the
website with our staff recommendations for internet while they are in the lobby cafe. And how
tours and restaurants. I think reception staff about guide books in the lobby and live music in
should ask guests when they arrive if they want the cafe at weekends?
any recommendations for things to see and do I
in the city. It makes us seem more friendly and
helpful.
UNIT 5: EY WORDS
affordable apologize
4 Work in small groups. Look at your list of possible
budget charge complain
improvements in Exercise 3 and hold a meeting.
complimentary disappointing
1 Create a schedule for six main improvements. guest helpful laptop luxury
2 Add any suggestions of your own to the list. missing noisy refund
3 Present your action plan to the class. request
See DVD-ROM Mini-dictionary}
CASE STUDY
PROMOTE A REGION
AIIIVE STUDY MENU AI
Aim: To create a commercial to promote tourism in Isan, Thailand.
1 Listen to and complete information about Thailand and Isar),
2 Exchange information about the Isan region.
3 Decide on key tourism values for promoting !sari and which segments to target.
4 Write the storyboard or script and slogan for a TV or radio commercial.
Population 66,700,000
1 the best times to visit Isan and Thailand 4 the main attractions in Isan
2 value for money 5 accommodation in Isan
3 how Isan is different 6 the people of Isan
Tourism in Thailand
Thailand is one of the world's best value Khon Kaen: The town of Khon Kaen in the centre
destinations, although there has been increased of Isan was once a quiet place but it has become a
competition since Laos, Cambodia and Vietnam busy university town. There are modern hotels and
opened up to international tourism in the 1980s. shops next to traditional streets and market places.
The weather: in the north, the rainy season is Ubon Ratchathani: Ubon Province in the east of the
from May to November, the cool season is the Mekong river valley has many natural attractions:
best time to visit (November to February); the hot ancient cave drawings, strange rock formations and
season is March to May. beautiful waterfalls, such as the Than Thip Falls near
Sangkhorin. This waterfall is 30 m high and in the
Isan region rainy season there's a large pool for swimming. The
province is popular with backpackers who stay in
The main city is Khorat. The Mekong River valley
separates the region from its neighbour, Laos. bamboo huts by the river. In July, the town of Ubon
Most of its people are ethnically Lao and are holds a spectacular candle festival when villagers
known for their hospitality. Isan has many national make enormous candles.
parks for trekking.
4 Work in groups. Hold a meeting to discuss how you can market !sari to your country.
1 Choose three of the most important values for your marketing campaign. Use ideas from
the box and your own.
2 Consider the different market segments. Which one(s) will you target?
3 What features and attractions in Isan will your campaign focus on?
Tourism values
adventure activities family holidays friendly people good food
Khmer history and culture luxury resorts natural beauty nightlife river life
safety and security solo travel sustainable tourism transport unspoilt beaches
value for money warm weather
Market segments
1 High income professionals with little time 3 Young people on a low budget
2 Families with children 4 'Baby boomers' — older people with
time and money
We would like to invite 20 people from our friends and family in New
York and Tokyo to come to our wedding. We want them to share our
special day with us and also give them a holiday to remember ..
Look at the customer profile and requirements. Put together an Evermore Tours wedding package for
Rafael Martinez and Keitko Takatsu.
1 Design an itinerary for the whole seven days of the package. Remember to include:
• arrival and departure times • itinerary for the wedding day • services and extras
• details of accommodation • details of wedding ceremony • description of location and venue
2 Work out the total price Evermore Tours should charge. Remember to allow a comfortable profit margin.
3 Present your package to the class. Describe what will happen on each day. Remember to make it sound
as attractive as possible.
Promotional brochure
I Read the brochure extract about Sylvan Parks and answer the questions.
Customer complaint
I am writing regarding our recent stay at the Sylvan Park
2 Read the complaint from a recent in Caxton. On the morning of 26 September I reached
visitor to a Sylvan Park in the UK down to the bedside table in our Executive Villa and
and answer the questions. caught my finger on it. Imagine my horror to discover that
I had an enormous splinter from the table going under
1 What exactly happened to her?
my thumbnail. The splinter was approx 3 cm long and
2 How did the staff deal with her
❑ .3 cm wide. I went directly to the Medical Centre where
problem?
the nurse advised me to take painkillers. She phoned the
3 How serious is the problem now? relevant department while we were present and asked for
4 What does she intend to do now? the offending table to be removed from the villa. This never
happened. As the only free activity is the Aquaboulevard,
I spent a lot of the time there but was unimpressed with
the standard of hygiene in the pool area. I now have a
serious infection and risk amputation of part of my finger.
I am going to put the matter in the hands of my solicitor
Problems at Caxton
TUDY INVESTIGATE CUSTOMER COMPLAINTS
3 Work in pairs. Student A, look at the documents below. Student B, turn to File 8,
3
page 105. Read your documents. Share your information and make a list of the
main problems at the Sylvan Park in Caxton.
Th
To: contact@sylvanparks.com 'The level of service has deteriorated'
We have been going to the Sylvan Park in Caxton for
From: m.hawkins@yahoo.net
three years and have noticed that the level of service
Subject: Caxton Park Market and hygiene has gone down.
On our last weekend break I spent several hours
trying to get medical help for my husband who
While shopping at Park Market in Caxton, I
was suffering from gastro-enteritis. After making
was alarmed to discover not one but
numerous phone calls to the medical centre, it took
numerous food items several days past their
sell-by date! well over an hour before two staff members turned up
to help and called an ambulance. I have no
I don't understand how such a potential health
doubt that the swimming pool is to blame because of
hazard could occur in a busy supermarket
with a captive audience (it's the only store on
the number of young children I saw wandering around
wearing nappies. This is probably the
the site). I have to say that I am disgusted.
cause of many infections - why don't they provide
Margaret Hawkins
separate areas for young children to swim in?
Value ••• Rooms 00000
Location • • • • Cleanliness • • 0 0 0 0
Agenda
1 Katarina Chalupova
r ...--- , ••,,,,,o
'''• ••'' •"'
is
1 111"/k Listen to an interview with Rosa Huanca about
her experience of creating a gastronomic tour in Peru and
answer the questions. 0
Tour itinerary
2 Read the itinerary of Mucho Gusto, the gastronomic tour created by Rosa Huanca,
and answer the questions.
Mucho Gusto is a complete culinary tour blending together the flavour of native,
creole and fusion foods. Experience the exotic tastes and ingredients of the Mistura
food festival, take part in a cookery class to try traditional recipes and crown your stay
with a visit to the magical Machu Picchu.
• Day 1: arrival in Lima; overnight accommodation in budget hotel
• Day 2: breakfast on acaldo de gallino (hen soup), known as the soup 'levanta
muertos', a dish to 'wake the dead'; visit to a local market to purchase ingredients for
tomorrow's cookery class; dinner at the Costanera 700 restaurant to
experience the Japanese and Asian influence in Peruvian cuisine
• Day 3: introduction to Peruvian cuisine; learn how to prepare Peru's staple dishes
and afterwards taste the many dishes you made during class
• Day 4: early morning flight to Cuzco by AeroCondor, followed by a spectacular
four-hour train journey through rolling hills and picturesque villages to Machu
Picchu, the sacred valley of the Incas
• Day 5: overnight stay in Cuzco at the Casa San Blas Boutique Hotel; gourmet
lunch at the Cicciolina; return to Lima and hotel
• Day 6: Mistura food festival; attend demonstrations and taste exquisite dishes
from the country's top restaurants and chefs
n-.. 7. ok",,inrc irr, and return fliaht
PLAN A NEW ITINERARY
Customer feedback
3 Rosa is now preparing a tour for her second year of activity. Work in pairs. Student
A, look at the information below. Student B, turn to file 18, page 107. Read the
comments Rosa received and make a list of the main complaints and suggestions.
The stay got off to a bad start: no driver at the airport to take us to our hotel. Two hours
and 15 minutes later - and many phone calls, at our expense - he finally
turned up. He seemed not to know the way to the hotel, which, in my opinion, was pretty
substandard. The 'early morning flight' on Day 4 turned out to be at 5:30 a.m. but the
flight was delayed and by the time we arrived, it was well into the afternoon. We had
hardly arrived when we had to go back!
I never expected to get food poisoning from a gourmet lunch! From the menu I
chose the main courses aij de gallina (chicken) and the savoury beef, and as dessert the
volador y guargueros (egg-based pastry). Although the service and taste of the food was
OK, I was violently sick from it and felt terrible during the next two days. Looking at it
now, I assume that I got salmonella from the dessert because it
contained milk and eggs. Given the fact that this establishment tries to come across as a
high-end restaurant for trusted food, this is absolutely not the case and I would
recommend you drop this from the itinerary.
The toilets were interesting in the hotels we stayed at. They didn't have toilet seats, so be
prepared to squat, hover or fall in AND bring your own toilet paper! Away
from the city, on the Inca Trail, prepare for the worst. I think you should point this out to all
travellers beforehand.
I was really impressed by the day at the Mistura. As well as sampling the local
specialities, I had the opportunity to speak to members of the various indigenous
communities, who told me about the richness of their country, their happiness at being
part of the 'Peruvian food revolution' and about their sense of national pride at having
their food on show. The festival left a powerful and unforgettable
impression on me. But it lasts for ten days! Why did we have to leave so early?
There is space for 400 words on the website. bake bland celebrity chef dine out
done to a turn fare fusion cuisine
mouth-watering oven savour simmer
speciality (BrE)/specialty (Am E) staple stew
whet the appetite
See DVD-ROM Mini dictionary