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TOPIC 1: Explain the three reasons tour conducting appeals to many people. What are the disadvantages of a career in tour conducting?TOPIC 2: Name six specific personality traits that are common tour conductors. TOPIC 3: Why do some people prefer to be a guide rather than a tour conductor? What are some of guiding’s liabilities?TOPIC 4: Choose a notable building or other attraction with which you are acquainted or interested in. Pretend that you are a guide there and must give groups an introductory talk of about 5 minutes. TOPIC 5: What are five general activities that can be used to keep a group occupied?TOPIC 6: Why do tour members place such importance on their hotel? Why is a hotel important to the tour operator? Why is tour business important to a hotel?TOPIC 7: Identify the typical problems that may confront a tour manager during his or her arrival lobby duty. How can each be solved?TOPIC 8: What must a tour manager do before a group arrives at the airlines terminal?TOPIC 9: List the materials you’ll need to manage a multiday tour.TOPIC 10: What are the most common problems in doing “lobby duty” or checkin for hotellodged groups? Suggest solutions.
ENGLISH FOR TOURISM SPEAKING - TASK The pie chart shows the average tourist spending breakdown in Britain At first glance, it is clear that the main factor influencing this decision was the hobbies and basic needs of the tourists As can be seen from the chart, the percentage of the spending on accommodation accounts for almost 35% of the total spending because there are many festivals, concerts, events and places to see in Britain Tourists usually stay many days in Britain to go to these festivals and events, therefore they require accomodation Accomodation also include additional services such as free bike storage, laundry, drinks, Internet costs and room service to meet the needs of the customers A large portion of the budget (24%) is spent on eating out Britain has many popular restaurants that offer high quality and tasty foods Tourists often go to expensive restaurants where food is cooked by very popular chefs The proportions for shopping and travel within the UK have a quite similar spending breakdown, at 19% and 14% respectively Tourists probably tend to more shopping at home rather than in Britain where the prices are much higher Britain has lots of low cost public transportation that allows tourists to get to the most popular places Another type of spending is entertainment, but this accounted for only 5% Many festivals and events are free, and would explain why not a lot is required to be spent on entertainment Interestingly, only a small minority (4%) is left for other services because in the accommodation already includes most of the basic services BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 SPEAKING – TASK MAKE A SHORT PRESENTATION Hoi An is a Ancient Town in Vietnam, located in the South Central Coast region, in the Quảng Nam Province Hội An is recognized as a World Heritage Site by UNESCO Hội An translates as "peaceful meeting place" Hoi An city has warm weather the whole year with its average temperature of 29 Degree Celsius The city only has two main seasons: rainy and dry seasons instead of four seasons like in Northern Vietnam Hoi An’s dry season from February to May is the best time to visit the town because its weather becomes very beautiful with moderate temperature, less rain and warm sunshine Hoi An is a small peaceful town, it is easy to remember street names and get around town The best way to experience Hoi An, many have said, is to rent a bicycle This service is offered at most tour companies and hotels and it costs about 20,000VNĐ per day Cyclos are not as abundant as Hue and maybe a good way to slowly experience Hoi An beauty and take photos An hour trip would cost about 30,000 VND Then, Taxi is a good option if you want to get from one place to another fast One of the great pleasures of any visit to Hoi An is strolling along the beautiful streets of the old town at night under the flickering lights of the many beautiful lanterns These simple colorful lanterns are both part of Hoi An culture and Hoi An today Besides, Cua Dai beach is closest to Hoi An, is very beautiful and is well worth a visit to cool off when the heat starts to get to you Hoi An has many bars and night clubs Hoi An Traditional Art Performance Theatre, a place which attracts a lot of visitors Moreover, you can cruise on Hoai river, it’s a great experience for you If you are lucky enough to arrive at the town on the 14th day of a lunar month, Hoi An will be much more charming with its Full Moon Festival and “Old Street Night” exclusively available on that day Wandering around the ancient town, you could enjoy all Hoian cuisines, such as “caolau”, “my quang” (special noodle of Quang Nam), “banh beo”, “banh vac”, “com ga” in all restaurants in Hoi An, but to enjoy the cuisine of best quality, it is advisable to find out more local options BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 SPEAKING – TASK BOOK A HOLIDAY TRAVEL AGENT: Hello, can I help you? CUSTOMER: Yes, we’re looking for a holiday in September We want to find a nice place to relax because our work is very stressful TRAVEL AGENT: OK, well What about going to Lao Chai and Ta Van in Sa Pa? Sa Pa is such a quiet and peaceful place Especially in September, you can see beautiful scenes of rice terraces that look like a work of art, you will be impressed by the waterfalls and mountains… CUSTOMER: Yes, we thought that In fact we saw that at Internet and TV It is very beautiful but it’s along flight, isn’t it? TRAVEL AGENT: It is two hour flight to Ha Noi When you arrive in HN, our shuttle car will pick you up at the airport and take you on a hour ride to the hotel On the road the car will stop once for a rest You will forget all the stress and fatigue (tiredness) when you see the peaceful scenery in Sa Pa CUSTOMER: Sounds good, ok let’s stay with Sa Pa TRAVEL AGENT: What type of accommodation are you looking for? I thịnk it will be better if you stay in local people houses in Sa Pa It will help you blend with the community You can still choose to stay at a hotel, but the prices will be high CUSTOMER: I think that it is not convenient to stay in local people houses in Sa Pa That is why I want to stay at a hotel where the windows have a good and clear view of the outside TRAVEL AGENT: The Lan Huong Hotel will meet your needs This hotel is located near the rice terraces and has lots of good service along with bed and breakfast CUSTOMER: It sounds great! TRAVEL AGENT: I will check availability for you Would you want a twin room or a double room? CUSTOMER: A double one for myself and my husband What is the rate, please? TRAVEL AGENT: It’s 600.000 VND per night BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 CUSTOMER: That fine I will book it TRAVEL AGENT: Could you tell me your name? CUSTOMER: Kim Ngan Le TRAVEL AGENT: That’s L-E CUSTOMER: That’s right TRAVEL AGENT: Thank you, please tell me to check it before six tomorrow evening CUSTOMER: Yes, I will Good bye! TRAVEL AGENT: Goodbye BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 SPEAKING – TASK PRELIMINARY NEGOTIATIONS BAVU: BAVU Nicholson KIMNGAN: Hello BAVU This is KIMNGAN Manson from Sunshine Travel BAVU: Oh, very well Can I help you? KIMNGAN: Oh, right, well, in fact that is what I was ringing about I thought we ought to get toghether and discuss the arrangements for next year BAVU: Yes, that sounds like a good idea What about Monday, October 26th? KIMNGAN: No, that’s not very convenient for me I could the Friday, can you? BAVU: Yes, that looks good Shall we say 5.30? KIMNGAN: Yes, that would be fine BAVU: Is there anything in particular that you’d like to bring up? KIMNGAN: Yes, I though it might be useful to talk about how many clients we’ll be sending over and how many coaches we’ll be likely to need BAVU: Yes, I agree Perhaps we could talk about prices as well KIMNGAN: Well, I understand what you’re saying, but perhaps we can look at other ways of making sure you get extra revenue BAVU: OK, well, we can look at that Was there anything else? KIMNGAN: Yes, there was one other thing I’d like to bring up the matter of reliability – we had quite a lot of complaints about late departures, and we felt we got a bit of a raw deal to be honest BAVU: Well, maybe, but I’m sure that things will be better now Is that everything? KIMNGAN: Yes, I think so – we’ve got a pretty full agenda there I look forward to seeing you again BAVU: OK, I’ll see you at 5:30 on the 30th Good bye BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 SPEAKING – TASK COMPLAINT A: Hello Have you settle in ok? Is everything all right? B: Well, I am looking for you and have some problem to ask you A: All right B: I feel annoyed now because of my room In fact, to be honest, It is very terrible A: Oh dear, I am sorry to hear that What exactly is the problem? B: According to the brochure, we have to stay in the large and comfortable room but it is not only small but also dirty and the room lacks many things such as towel, soap, remote… I have waited a long time to get that and the attitude of staff is very impolite I did not pay money to stay in as here I need an explanation of you immediately A: Ok, look, I am really very sorry Let me take some details What is your room number? B: 308 A: Oh yes, It’s Mr and Mrs John B: That’right I want to something to solve the problem A: I understand your feeling now but I explain for you about the small room As the bathtub in your room is broken and the plumber hasn’t come, morever, kind of your room is full today so the hotel move you to this room Then about dirty room, I will require staff clean up your room right now and go to talk manager to ask about the staff’attitude in hotel B: Are you wait a minute? A: Ok, perhaps I’d like a coffee at the restaurant B: I’ll be right back BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 SPEAKING TEST 2ND ENGLISH FOR TRAVEL MANAGEMENT TOPIC 1: Explain the three reasons tour conducting appeals to many people What are the disadvantages of a career in tour conducting? Three reasons tour conducting appeals to many people are: - Glamour (sự thu hút): + Is paid to travel to the world’s most exotic places, stay in splendid hotels + Be independent contractors, choose when & where to work + Be the focus of attention of a tour - Challenge: + Make the right decision instantly + Deal with irate customers, obstinate hotel clerk + Improvise entertainment when a motorcoach breaks down - Salary and Benefits: + Salary: receive salary for each day or an hourly wage as well as tips or commissions + Benefits: free transportation, accommodations & most meals (comps or complimentary + tipping + sales commissions on optionals (add-on) + some receive tax deduction or company insurance & other benefits The disadvantages of a career in tour conducting are: - Tour conductors live out of a suitcase Home becomes a place where I repack my luggage - Many tour managers are unmarried Those who are married must adjust a long periods of absence from their families - Timing and number of tours are unpredictable, so it’s difficult for a tour conductor to maintain a normal family life - Face considerable stress because, we are responsible for dozens of people, some of whom maybe difficult or demanding - The hours can be long In reality, a tour conductor is on duty twenty-four hours a day BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 TOPIC 2: Name six specific personality traits that are common tour conductors There are six specific personality of tour manager: - An outgoing personality: tour manager have a positive, energetic and open approach to both people and tasks They usually are quite articulate (ăn nói lưu lót), with a well-developed sense of humor, solid (vững vàng) conversational skills, and the ability to entertain people with their stories - Decisiveness (quyết đoán): give quick actions in difficult situations They are emotionally controlled, calm in the face of a challenge, and able to anticipate (lường trước) a problem before it arises - People skills: tour conductor are types who genuinely care about people, listen to what clients have to say Courteous, patient, sensitive, caring, unselfish, diplomatic, even-termpered, tactful yet firm- a tour director is expected to be all these things toward both clients and associates - Organizational skills: a good tour manager must be a good time manager Reports, schedules, deadlines, and money management are all integral parts of the job - Research skills: tour managers must keep up on all sorts of facts, including such as postage and phone costs, tipping practices, foreign exchange rates and the next day’s weather - A sense of ethics (ý thức đạo đức): be honesty, fair to achieve good reputation TOPIC 3: Why some people prefer to be a guide rather than a tour conductor? What are some of guiding’s liabilities? Some people prefer to be a guide rather than a tour conductor because a tour conductor double duty as a guide and have broader responsibilities of tour conducting Some of guiding’s liabilities: - Boredom is very high + Repeat the same information + Feign (giả vờ) surprise at what a visitor feels BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 - If they’re vehicle-driving sightseeing guides, they must concentrate on (tập trung vào) their narration (câu chuyện kể) and driving simultaneously (đồng thời) - Technology is making guides obsolete + At some attractions, visitors rent a portable audio player + Use CD player to activate prerecorded commentary TOPIC 4: Choose a notable building or other attraction with which you are acquainted or interested in Pretend that you are a guide there and must give groups an introductory talk of about minutes Ladies and gentlemens, my name is Nguyen Ba Vu Today I am here to present to you about Hoi An Ancient Town Hoi An is a Ancient Town in Vietnam, located in the South Central Coast region, in the Quảng Nam Province Hội An is recognized as a World Heritage Site by UNESCO Hội An translates as "peaceful meeting place" Hoi An city has warm weather the whole year with its average temperature of 29 Degree Celsius The city only has two main seasons: rainy and dry seasons instead of four seasons like in Northern Vietnam Hoi An’s dry season from February to May is the best time to visit the town because its weather becomes very beautiful with moderate temperature, less rain and warm sunshine Hoi An is a small peaceful town, it is easy to remember street names and get around town The best way to experience Hoi An, many have said, is to rent a bicycle This service is offered at most tour companies and hotels and it costs about 20,000VNĐ per day Cyclos are not as abundant as Hue and maybe a good way to slowly experience Hoi An beauty and take photos An hour trip would cost about 30,000 VND One of the great pleasures of any visit to Hoi An is strolling along the beautiful streets of the old town at night under the flickering lights of the many beautiful lanterns These simple colorful lanterns are both part of Hoi An culture and Hoi An today Besides, Cua Dai beach is closest to Hoi An, is very beautiful and is well worth a visit to cool off when the heat starts to get to you BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 Wandering around the ancient town, you could enjoy all Hoian cuisines, such as “caolau”, “my quang” (special noodle of Quang Nam), “banh beo”, “banh vac”, “com ga” in all restaurants in Hoi An, but to enjoy the cuisine of best quality, it is advisable to find out more local options TOPIC 5: What are five general activities that can be used to keep a group occupied? There are five general activities that can be used to keep a group occupied: - Giving information: a tour conductor should take the opportunity during long, boring stretches to talk about the destination that lies ahead or the geographic area through which the group is passing - Playing games: game boards made especially for use on moving vehicles can be obtained from large toy stores or tour supply companies Many tour managers purchase books of games designed to occupy children on long car rides - Singing along: you will need sing- along book You could just start each song and let the group the rest or you might ask someone onboard to lead the song for you You may discover that some client with a golden voice - Making small talk: people need time to talk to friends, rest, or stare off into space You’ll need that time, too Maybe there’s paper-work to be done and you need to rest your voice - Telling jokes: the ability to tell jokes well or to be generally funny seems to be an inborn talent A few recommendations are in order Avoid any jokes based on race, sex, or ethnicity or that are vulgar in any way Don’t allow your passengers to tell jokes non the microphone: Try to tie in your joke to a passing or relevant attraction Keep your jokes as short as possible Don’t exclude corny jokes Draw on personal escorting experiences for humor BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 TOPIC 6: Why tour members place such importance on their hotel? Why is a hotel important to the tour operator? Why is tour business important to a hotel? Because in the most basic sense, a hotel or motel become a second home The tour members see it at a calming refuge from the trip’s stimulating but stressful pace Indeed, modern marketing strategy plays directly to this yearling for homelike environments Bed and breakfast inns, condo resort, all- suite hotels, living room like lobbies, and extra-amenity floors have succeeded grandly for this very reason A hotel is equally important from the more down to each perspective of a tour operator Lodging usually accounts for the single greatest outlay in a tour budget Therefore, hotel value a service take on considerable fiscal importance for tour planners Hotel personnel-at least those in upper echelon management understand that tours inject enormous profit into their hotel’s operation TOPIC 7: Identify the typical problems that may confront a tour manager during his or her arrival lobby duty How can each be solved? There’re seven typical problems that may confront a tour manager during his or her arrival lobby duty - An Occupied Room: Your tour member walks in on the guest, walks out very quickly, and comes to you Ask the front desk to assign a new room to your client - An Inoperative Room: If the set is broken, the hotel will fix and bring up another one Have the client check and phone down to you if that is not the problem - Too Few Beds in the Room: The tour manager must phone housekeeping and have a rollaway bed delivered or the sofa opened up - No Towels: All you can is make a list of the rooms involved, phone housekeeping, and assure tour members that the towels are on their way - Unsatisfactory Room: If they can assign a new room, they should If they absolutely can’t, you’ll have to exercise all the diplomacy you can muster to persuade the client to accept the “ah-ha” room You might offer to ask the front desk at your next hotel stop to assign a special room to your unhappy customer BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 - Undelivered Luggage: You should be relatively certain that the baggage was offloaded from the motorcoach into the hotel You might check with the bell captain - Wrong Kind of Room: At least half the time, absolutely no complaints or problems at all will filter down during your lobby duty In that case, use your thirty minutes in the lobby to catch up on the little things that need to be done TOPIC 8: What must a tour manager before a group arrives at the airlines terminal? A tour manager must arrive at the airport terminal at least a half hour before the time clients have been asked to report for check-in You should first ask for the airline’s check-in desk supervisor Among the questions you should ask are: - Does the supervisor’s copy of the airline manifest identify members of your group? You may wish to check the manifest against your own passenger list or at least determine that the number of seats reserved for your group matches the number of persons on the tour - How are your clients to be seated? You assign seats to your tour members via boarding passes, which the supervisor or agent in charge will give you A tour manager should ask the supervisor if the blank seating chart specific to the aircraft is available so you can write in the client’s seat assignments in advance Make sure that your client’s smoking/ nonsmoking and special meal requests have been noted - Which seat has been assigned to you, the tour manager? A tour conductor should request an aisle seat to permit easy movement to and from clients A tour manager might be advisable to avoid seating next to a tour member - From-which gate will the flight leave, and Is the departure time unchanged? Your clients are sure to want this information Other details you should ask about include: where is the airport dining area located? How far is it to the gate? Where are the duty-free shop? Are there transport services to the gate BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 for elderly or physically challenged clients? You should reconnoiter the airport area well in advance or study an airport layout map - What system will be used to check in passengers? Gather the group and its luggage together in one spot and inform the agent or supervisor when everybody has arrived You collect the client’s tickets or reservation documents as the clients show up You then present all of this material together, loading the pieces of luggage one after another onto the reception counter scale The agent will then give all the group’s tickets, boarding passes, and other documents to you You’ll then redistribute them to your clients so they can board the aircraft TOPIC 9: List the materials you’ll need to manage a multi-day tour The materials you’ll need to manage a multi- day tour are forms, supplies, gadgets, luggage and packing - Forms: Itinerary: An itinerary is a listing of a tour’s day- to-day activities Things- to- do- list: You may want to note “thing to do” in red pen along the margins of your itinerary List of suppliers: The most common suppliers include hotels, airlines, cruise lines, bus companies, restaurants and attractions You should have a list of all suppliers that will service your particular trip, with addresses, phone numbers and the names of contact persons General tour report: On this form, a tour conductor reports delays, problems or other unusual occurrences Daily tour report: The daily tour reports may eliminate the need for a general report or they may serve as a comprehensive backup to the less detailed general report Time sheet: Copies of confirmations: when a restaurant claims that your company never made reservations for your group, all you have to is pull out the confirmation Expense sheet: Rooming list: Many tour leaders also use rooming lists to track luggage BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 Passenger list: This document lists vital information on each client Information such as name, home address and telephone number will be crucial in an emergency Blank seating chart: Optional tour list: tour managers note which clients have signed up for extra cost services Passenger questionnaire: Emergency form: a tour operator must receive a detailed report on any accident, sickness or death that occurs on a tour - Supplies: Vouchers and tickets: a voucher is a document indicating that a service has been prepaid Vouchers are often used for city tours, bus transfers between hotel and airport, meals, admissions and occasionally, hotels Credit cards and checks: You must guard these important items carefully Reference materials: tour conductors must bring along at least one guidebook and a good map for each destination on their tour Some tour managers bring notebook computers with them and tap into the Internet to research that especially tricky question and to easily send and receive email Extra passenger supplies: Handouts: these handouts are often provided free by tourist bureaus Office supplies: you’ll also require some supplies: paperwork, a pen, a pencil, a notepad, a clipboard, Personal supplies: Remember to bring your own airline ticket and passport Bring plenty of personal business cards along Also remember to bring throat lozengers, especially at the beginning of a tour season when your voice is not used to so much exercise - Gadgets: Personal digital assistants: PDAs, as they’re usually called handheld personal computers or mini laptop computers They also can be used for word processing, internet access and email communication The electronic translator: this device allows you to punch in any word in French, Spanish or German and read or even hear an instant English translation The briefcase alarm: stray more than twenty feet from your briefcase and alarm will go off Cellular phones and personal pagers: these essential tools can facilitate communication with suppliers, from motorcoach to motorcoach or allow you to BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 be paged by the tour operator when someone needs to contact you They’re especial useful in emergencies - Luggage and packing: remember two things: it’s not necessary to cram so much into a suitcase that the pressure exceeds that which turns coal to diamonds Your best-laid packing schemes will probably be completely undone by the first customs inspector anyway TOPIC 10: What are the most common problems in doing “lobby duty” or check-in for hotel-lodged groups? Suggest solutions TOPIC THE END BaVu Nguyen – 13DLH1 – University of Finance–Marketing October 2015 ... tour reports may eliminate the need for a general report or they may serve as a comprehensive backup to the less detailed general report Time sheet: Copies of confirmations: when a restaurant... Finance–Marketing October 2 015 be paged by the tour operator when someone needs to contact you They’re especial useful in emergencies - Luggage and packing: remember two things: it’s not necessary... single greatest outlay in a tour budget Therefore, hotel value a service take on considerable fiscal importance for tour planners Hotel personnel-at least those in upper echelon management understand