canterbury and vladimir international action for regeneration a case study of techniques for integrated marketing service quality and destination management
Managing tourism and hospitality services
... Hard Core or Soft Touch? Fiona Williams and Marsaili MacLeod 126 13 Quality Management for Events Donald Getz and Jack Carlsen 145 14 CAVIAR: Canterbury and Vladimir International Action for Regeneration ... Regeneration – A Case Study of Techniques for Integrated Marketing, Service Quality and Destination Management Barbara Le Pelley and William Pettit PART IV – 156 MANAGING STAFF–CUSTOMER RELATIONS ... Gianna Moscardo And, to Barbara Eric Laws MANAGING TOURISM AND HOSPITALITY SERVICES Theory and International Applications Edited by BRUCE PRIDEAUX GIANNA MOSCARDO ERIC LAWS CABI is a trading name...
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English for Tourism and Hospitality 1
... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary reservation book cost single certainly per night arrive just leave available require sure Language Point ... _ The Chant Practise saying this chant out loud Would you like two nights or would you like three? Certainly Certainly Just a minute please Answers: 1) Good morning, Plaza Hotel Leo speaking 2) ... 2) Good morning, Plaza Hotel Leo speaking How can I help you? 1) Just a minute please 2) Would you mind holding please? 3) May I put you on hold while I find out for you? 4) Can I put you on hold?...
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English for Tourism and Hospitality 2
... the same card Ms White? Mr Webber, could you _ that please? Doctor Webber, did you say _ 7? Are you paying by _Professor Webber? Language practice - Asking for Clarification ... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary credit card both double expiry repeat welcome Vocabulary practice Write the correct word from the box above ... Clarification Read the following short dialogues out loud A: 8869 6719 9908 6683 B: Could you repeat that please? A: 8869 6719 9908 6683 A: 0003 0078 2278 3308 B: Would you mind saying that again please?...
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English for Tourism and Hospitality 3
... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary reservation moment quiet facing lovely rear together I don’t mind lobby view not really like Grammar Write ... help you? Of course, of course Of course, Madam I’ll see what I can Answers: 1) at 2) on 3) in 4) at 5) in 6) on 1) Would you like someone to help you with your suitcases? 2) Is there anything ... else I anything can? _ help need any you do? _ The Chant Practise saying this chant out loud Can I help? Can I help? Can I help...
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English for Tourism and Hospitality 4
... cups for tea? Yes, there’s a kettle And there are cups Is that OK? OK! Answers: 1) There’s (some) tea and coffee in the cupboard 2) There are ten guests in the lobby 3) There’s a car park at the ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary anything else iron alarm clock I’ll see to it right away tea-making facilities kettle Writing ... waiting for someone Excuse me I need to book a taxi f Both of the buses will be here in 10 minutes The Chant Practise saying this chant out loud Is there a kettle? And are there cups? Are there...
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English for Tourism and Hospitality 5
... Is there a bank nearby? Yes Do you have tea-making facilities in each room? Yes Have you got any rooms available on the 3rd floor? Yes Can I have the bill please? Yes ... Garden Cabaret The Chant Practise saying this chant out loud I recommend I recommend A restaurant close to here And may I suggest, May I suggest You try a local beer? Example answers: 1) Yes it will ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary recommend famous seafood music nearby very close (just) two doors down within walking distance decide...
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English for Tourism and Hospitality 6
... The Steamed Vegetables are enough for The Beef in Black Bean Sauce is a b c d e two people to share quite filling with our guests rather hot has mushrooms, tofu and garlic Language Practice – ... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary appetisers chillies ginger ready boiled crispy order sauce coconut dishes popular sounds chicken garlic quite ... quite hot steamed Language Practice – Describing dishes Match the start of the sentence with the correct ending Practise saying them with your friends The Crispy Fish is very popular The Garlic Chicken...
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English for Tourism and Hospitality 7
... vocabulary Look up the meaning and pronunciation of these words in your dictionary alright everything mix up slight another inconvenience no worries sorry apologise mistake problem busy Vocabulary ... the box above After you have checked your answers, read each sentence out loud Is _ alright? I apologise for the I’m sorry about the The kitchen is very at the ... mixes guest the always up _ The Chant Practise saying this chant out loud Is there a problem? A problem with your pies? I apologise, apologise, I a- pol-o-gise!...
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English for Tourism and Hospitality 8
... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary bill dessert menu change extra tip delicious glad towels Vocabulary Choose a correct word from the box above ... please see the _menu? The extra $2 was for the Thank you The Crispy Chicken was _ Could we have the _ now please? Language Practice – Would you like…? Without looking at ... would / anything / else? _ like / bill? _ The Chant Practise saying this chant out loud Would you like? Would you like? Coffee or tea? Thank you Thank...
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English for Tourism and Hospitality 9
... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary cab left outside shopping centre cross major pleasure taxi find mall set traffic lights Language Practice ... looking at the previous page, match the following directions with the correct diagram After you have checked your answers, read them out loud Then practice giving directions with a friend straight ahead ... straight ahead a down b c right d cross the street e between f left Newsagent g Shoe Shop Bank Cinema The Chant Practise saying this chant out loud Where to? Where to? Don’t worry, I know the way Nice...
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English for Tourism and Hospitality 10
... vocabulary Look up the meaning and pronunciation of these words in your dictionary change here little stay driver keep long quick entrance know main worry Language Practice - Small talk Create ... Suggested Answers: 1) Where are you from? 2) Do you like the weather here? 3) How long will you be staying? 4) Have you been here before? 5) Do you like sport? 1) stay 2) entrance 3) know 4) change ... does it take to get there by train? The Chant Practise saying this chant out loud Where to? Where to? Don’t worry, I know the way Nice to meet you Nice to meet you Hope you enjoy your stay! Suggested...
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English for Tourism and Hospitality 11
... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary cotton handmade price silk dollar mirror pure (to) suit expensive nice shawl try Language Practice – It ... (it’s) or They are (they’re) Read the following key words and write a question and a response Use “It’s” or “They’re” in your answers Example: how / shawl / $55.50 How much is the shawl? It’s $55.50 ... Those sunglasses _ you better They’re the right colour The Chant Practise saying this chant out loud Have you got Have you got Have you got one in blue? Here you are Here you are That colour...
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English for Tourism and Hospitality 12
... complete each of the sentences When you have checked your answers, say the dialogues with a friend A: That’s $150 How will you be paying for that? B: _, thank you A: Of course Would you like a ... vocabulary Look up the meaning and pronunciation of these words in your dictionary better cashier feel nice sign box credit (card) lovely receipt try Vocabulary Choose a word from the box above ... 3A: Sorry this is taking so long B: No w 4A: Can I just have a minute to think about it? B: C Take your time The Chant Practise saying this chant out loud...
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English for Tourism and Hospitality 13
... today 2) If you like, we can arrange it today or We can arrange it today, if you like 1) c Friday 7th June 2) a Monday 10th June 3)c Saturday 15th June 4 )a Monday 17th June I saw Leo the day before ... this chant out loud Excuse me Excuse me For just a minute please I’m available Available Available at three Suggested Answers: 1) She can see you today, if you like or If you like, she can see ... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary available excellent luck today bets group pleasure tomorrow business guide private tour Language Practice...
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English for Tourism and Hospitality 14
... tour and provides them with information c provides advice about holidays and takes bookings d cooks meals for guests A manager e cleans and maintains rooms A tour guide f serves people in a restaurant ... restaurant Bar staff g manages staff and tasks to be completed A travel agent h cleans the kitchen, washes the dishes and assists the chef i get drinks for guests A waiter A receptionist A room attendant ... vocabulary Look up the meaning and pronunciation of these words in your dictionary allow explain spare assure follow tourism brochures management uniform different qualification wear Vocabulary...
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English for Tourism and Hospitality 15
... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary animals dolphin only sunny anywhere harbour parade sunset colourful interest reasonable watch cruise ... tour is on at three this afternoon 2) The festival opens tonight and goes for two days 3) The parade starts at p.m on Friday 1) The museum has some exciting exhibits 2) The parade is always colourful ... opens days and goes two tonight festival for the _ Friday the p.m on parade at starts _ Language Practice - Promotional adjectives...
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English for Tourism and Hospitality 16
... Key vocabulary Look up the meaning and pronunciation of these words in your dictionary arrangements depend itinerary quay bring dinner kiosk sandwiches camera ferry parade temples chilly forget ... forget Don’t forget Don’t forget your camera Suggested Answers: 1) After breakfast 2) Then we’ll have lunch 3) a) After that, we can visit b) depending on how you feel 4) At six we have b) and then ... traditional Language Practice Without looking at the previous page, insert a phrase from the box below to complete the itinerary after breakfast and then go to depending on how you feel finally...
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English for Tourism and Hospitality 17
... Chant Practise saying this chant out loud That’s where That’s where That’s where the gardens are Be careful of Be careful of Be careful of the car Suggested Answers: 1).President 2) comfortable ... vocabulary Look up the meaning and pronunciation of these words in your dictionary botanic comfortable inside night rope car full market outside step clear gardens monks president view colonial ... moon recommend watch Vocabulary Choose a word from the box above to complete each of the sentences When you have checked your answers, say them out loud Over there on the left, that’s where the...
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English for Tourism and Hospitality 18
... seeds walnuts Language Practice – Asking for repetition and addressing a mistake Read the following key words and write a sentence to practice asking for repetition and addressing a mistake Example: ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary beautiful dolphin repeat sesame cake egg yolks save slowly careful hat say traditional delicious misunderstood ... / that _ Vocabulary Choose a word from the box in above to complete each of the sentences When you have checked your answers, say them out loud Is that a ...
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English for Tourism and Hospitality 19
... there She didn’t have a coat, so he gave her Are these ? I found them outside your room I gave them my brochure and they gave me _ Reading – An Australian legend Choose a word from the ... EXERCISES Key vocabulary Look up the meaning and pronunciation of these words in your dictionary brave fun longevity represent butterfly gate meet separated crab lantern nothing symbol emperor ... complete the story below aboriginal convict legend australia escaped people bush in police The Chant Practise saying this chant out loud If we get If we get If we get separated, We will meet We...
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