Int Answer Key

1 SELLING DREAMS
Speaking Vocabulary
Exercise 1, page 8 Exercise 5, page 9
Suggested answers 1 package 2 market 3 tour 4 boom
A luxury B fun C relaxation, luxury 5 demand 6 launch
D adventure
TROPICAL
Listening PARADISE
Exercise 2, page 8
Vocabulary
• What kind of destination is Hawaii and who
goes there? Exercise 1, page 10
• Where do most visitors to Hawaii come
tropical paradise
from?
snow-capped mountains
• What makes people want to come to
dramatic cliffs
Hawaii?
exotic wildlife
• How do you promote Hawaii as a
clear blue waters
destination?
unspoiled tranquility
spectacular volcano
Exercise 3, page 8 off-the-beaten-track destinations
secluded beaches
1 Where would you take your favourite
isolated villages
person on vacation if money was of no
Hawaiian suntan
importance to you?
romantic escapades
2 It showed that Hawaii was their number
family fun
one destination.
unique islands
3 Order of importance in number of visitors:
1 USA (west coast)
2 USA (east coast) 3 Japan Exercise 3, page 10
4 Canada 5 Oceania 6 Europe
1 beach 2 mountains 3 volcano 4 village
4 a) well-travelled, demanding
5 accommodation 6 road
b) money, free time
5 They learn to match the right island and its
unique attractions to the clients’ interests. Exercise 5, page 11
1 active 2 deserted 3 steep 4 luxurious
Grammar 5 quiet 6 surrounding
Exercise 4, page 9
Writing
1 began 2 bought 3 was booming
4 introduced 5 was created 6 was launched Exercise 6, page 11
7 was acquired 8 became 9 has grown
1 exotic 2 white sandy 3 luxury
10 launched 11 is/was still packaging
4 second to none 5 perfect 6 sparkling
12 are looking
7 lush 8 cascading 9 spectacular
10 scenic
ANSWER KEY 1
English for International Tourism Intermediate Answer Key
Exercise 3, page 12
Model answer for DVD worksheet optional
writing task Product:
Wilson Island Resort • tangible: the actual food and drink served
Location in a hotel restaurant
Wilson Island Resort is on a small coral reef, • intangible: the work of a waitress or bar
located 82 km off the coast of Queensland, staff serving a customer or the job of
northeast Australia. The island forms part of housekeeping
Australia’s Great Barrier Reef and is within • perishable: a hotel room or airline seat
Capricornia Cays National Park. It is one of after the specified date
only a handful of islands open to the public. A Place:
maximum of 12 guests and two staff are • in the past: sold through travel agents –
allowed on the island at any time. travellers received an envelope full of
Accommodation documents such as a letter of confirmation,
Eco-chic accommodation in luxury two-person flight tickets and hotel vouchers
designer tents open to the sea. • now: actual physical location is not so
Activities on offer important
Complimentary reef walks with a wildlife guide,
to see the green turtles; bird and wildlife Exercise 4, page 12
spotting; snorkelling lessons; boat trips to
Promotion:
neighbouring Heron Island, 20 minutes away.
• direct marketing: direct mail, websites,
Heron Island is a leading dive resort. Visitors
advertisements on TV and in the press,
can also take a ride on Heron’s semi-sub, a
telemarketing, point-of-sale material (tour
boat with a sealed submarine beneath, or
operator brochures)
simply watch the marine life gliding by from the
• sales promotions: offering discounts,
hotel’s terrace as the tide comes in.
promotional codes and loyalty
programmes, e.g. airmiles
Price:
PROFESSIONAL • value for money: perceived benefits must

be greater than the costs
SKILLS • competition: the price needs to be slightly
cheaper or more or less the same as the
price charged by the nearest competitor
MARKETING offering a similar product or service
Listening Exercise 5, page 13

Exercise 1, page 12 1 The product:
Question 1 – What are its unique features?
1b 2d 3a 4c
Question 5 – What needs and wants does it
satisfy?
Exercise 2, page 12 2 The place:
Question 2 – Is location a key factor?
‘Product’ and ‘Place’
Question 3 – What are the best channels of
distribution?
3 The promotion:
Question 6 – How can potential customers
best be targeted?
Question 8 – What is the most suitable type of
media for advertising the product?
4 The price:
Question 4 – What kind of discounts will there
be?
Question 7 – How will competing products
affect whatever is charged?
TRENDS IN TOURISM 2
TASK
CASE STUDY
Possible outcome
DESIGN A TOUR This costing is based on information in the
case study together with airfares valid at the
time of writing. Students can work out the cost
Evermore Tours brochure
of any extra activities on the Virgin Islands
Exercise 1, page 14 from information available on the internet.
Accommodation:
The company organizes a stress-free wedding Clearwater Beach Hotel: $6,650 (the 20%
in a beautiful location. It can be much cheaper discount does not need to be passed on to the
than a wedding at home. See extra activity clients)
below. Clearwater Beach Resort: 5 apartments @
$1,490 = $7,450
Extra activity TOTAL COST: $14,100
Wedding services:
Possible answers Website: $250
1 The wedding and reception venues could be Photo shoot: $500
cheaper, so could the food, etc. / Fewer Licence fee + ceremony: $275
guests might be able to come to a wedding in Flowers: $350
another country (depending on location) and Bridesmaids’ bouquets: 4 x $150 = $600
therefore it could end up being a smaller Wedding cake: $250
wedding, etc … Buffet meal: 22 @ $75 = $1,650
2 An officially recognized registrar, legal TOTAL COST: $3,875
documentation, a venue decorated to your Airfares:
liking, a honeymoon suite at a hotel, a buffet It is possible to fly direct from JFK to St
or formal dinner for reception, a limo to and Thomas (in the American Virgin Islands)
from the airport/hotel, etc. Outward journey: Flight AA655
Departure 8 June 08.10 Arrival 00.05
Exercise 2, page 14 Return journey: Flight AA1060
Departure 15 June 13.20 Arrival 17.45
The topics discussed are: transport, FAQs, 2 adults: $681 (round trip)
pricing, accommodation, cost of weddings TOTAL COST (20 adult guests plus bride and
abroad. groom): $7,491 – 15% discount = $6,367.35
They don’t discuss the guest list, legal Car rental:
requirements and the wedding coordinator. For a couple: $250/week
Total cost:
Exercise 3, page 14 $14,100 + $3,875 + $6,367.35 + $250 =
$24,592.35 + 30% margin of $7,378 =
1 F – the company will arrange a group $31,970.35
booking with the airline If the party intends to travel as a group, then
2 F – ‘We’ll have to do a costing for local the extra airfare (+ 30%) should be added to
transport to and from the airport.’ the sum.
3 T
4 F – it’s about one-third less
5 F – payment is in different currencies
TRENDS IN TOURISM 3
Exercise 4, page 17
2 GETTING THERE 1
2
F – he’s going for six to eight weeks
F – ‘it’s cheaper to buy your tickets inside
Vocabulary China rather than before you go.’
3 F – ‘they are fast, punctual and safe.’
Extra activity 4 T – ‘Online’ refers to air travel here but
presumably also refers to rail travel too.
1b 2d 3a 4e 5c
5 F – ‘trying to find English-speaking staff on
the platform is almost impossible, even in
Exercise 1, page 16 big cities.’
Suggested answers
1 student backpacker – price, flexibility, Exercise 5, page 17
safety, punctuality, comfort, speed,
1 comfortable 2 expensive 3 hot water
productive use of time during the journey
4 lock 5 comfortable 6 laptops 7 three
2 frequent business traveller – safety,
8 uncomfortable 9 Hard Sleeper 10 two
punctuality, speed, productive use of time
during the journey, comfort, flexibility, price
3 family with two children – safety, price, Exercise 6, page 17
punctuality, comfort, flexibility, speed,
You can only get to many parts of Guizhou
productive use of time during the journey
and Guangxi by bus. There’s a railway
network in Fujian, but the connections aren’t
Exercise 2, page 16 very direct so it’s best to go by bus.
1
air: A, C
rail: E, H JOURNEYS
coach: F, G
car hire: B, D Vocabulary
Exercise 1, page 18
2
B The advantages of car hire Road:
C The advantages of air travel carriageway, petrol station, roundabout, toll
D The disadvantages of car hire bridge, traffic lights (+ estate car, motorway,
E The disadvantages of rail travel etc.)
F The disadvantages of coach travel Rail:
G The advantages of coach travel carriage, dining car, platform, signals, sleeper
H The advantages of rail travel (+ station, tracks, etc.)
Air:
baggage claim, departure lounge, jet lag,
Listening
runway, stopover (+ aisle, gate, etc.)
Exercise 3, page 17 Sea:
ashore, deck, harbour, purser, starboard (+
1 ‘I was wondering if you could tell me what port, dock, etc.)
kind of transport is best for me to use for
travelling around the country?’
2 Beijing and probably Xian, Guizhou, Fujian Exercise 3, page 18
and Shenzhen. 1 platform (Rl) 2 carriageway (Rd)
3 Not very well. / He doesn’t speak very 3 purser (S) 4 dining car (Rl)
much Chinese. 5 departure lounge (A) 6 deck (S)
7 roundabout (Rd) 8 baggage claim (A)
TRENDS IN TOURISM 4
Exercise 5, page 21
Grammar
1a 2 b and c 3 b and c 4c
Exercise 4, page 18
1 set off 2 broken down 3 held up Exercise 6, page 21
4 dropped (me) off 5 taken off 6 find out 1 interrupt 2 blame 3 excuses 4 look
7 hang about 8 get through 9 get on 5 questions 6 understand 7 reassure
10 pick (me) up 11 turned up 12 put (me)
up
13 got on (really well) with 14 filled in
CASE STUDY
PROFESSIONAL IMPROVE A
SKILLS SERVICE
DEALING WITH Problems for airline staff
THE PUBLIC Exercise 1, page 22

1 air rage
Reading 2 ticket restrictions, staff shortages, excess
baggage charges, long queues at check-in
Exercise 1, page 20 and security control, not understanding
ticket restrictions on discounted tickets
Advantages:
because the information is in the small
* no previous experience is required
print
* internal promotion structure
3 Because of increasing fuel costs forcing
* variety of benefits
airlines to add extra fees and restrictions.
* great career opportunities
* opportunity to meet many people
Disadvantages: Recent incidents
* physically demanding
* strict rules on physical appearance Exercise 2, page 22
* long periods away from home Incident 1
* unsocial or long working hours 1 At check-in.
2 He has excess baggage.
3 Students’ own answer.
Exercise 2, page 20
Incident 2
1 break 2 customer care 1 At check-in
3 physically demanding 4 benefits 2 The passenger has been queuing for an
5 career opportunities 6 entry-level hour. There are only four desks open and
the plane is due to depart.
Speaking 3 Suggested answer: open another desk if
the queue is too long.
Exercise 3, page 21 Incident 3
1 At the arrivals hall.
Students’ own answers.
2 GPS has been stolen from bag in the
cabin.
Listening 3 Students’ own answer.
Incident 4
Exercise 4, page 21
1 at the departure gate
The situation was caused by a volcanic 2 a passenger became abusive when his
eruption in Iceland, which created an ash wife was told to check in one of her pieces
cloud. It made flying impossible. of baggage
Yes, he dealt with the situation successfully. 3 Suggested answer: put up signs warning
passengers about abuse
TRENDS IN TOURISM 5
TASK 3
Possible outcome
ACCOMMODATION
• Passenger rage can have many causes. In
Reading
Exercise 2 passengers were angry about
‘outrageous’ excess baggage charges, Exercise 1, page 24
long queues and insufficient number of
open desks, theft and restrictions on cabin Students’ own answers.
baggage. So, the suggestion that a blanket
and carry-on baggage should be charged Exercise 2, page 24
extra seems unwise.
• More open desks, better staffing and 1 Students’ own answers.
training in customer care would help 2 The types of accommodation: medieval
reduce the likelihood of angry passengers. castles, luxury hotels, mansions, youth
• Standing-only passengers may not hostels, paradores, palaces, castles,
complain on short-haul flights but could fortresses, hunting lodges, modern hotels,
annoy other people if there is constant luxury beach hotels, farms, villas, self-
movement along the aisles. catering houses, bed & breakfasts
• Pay toilets are probably not a good idea, (pensiones), family-run country cottages
especially if the number of toilets available (casas rurales), guest houses, camp sites,
is reduced by the airline in order to create refuges, apartment hotels and holiday
extra seats. Pay toilets may alienate villages with camping and hostel
passengers and the advantage to the accommodation.
airline in extra revenue is minimal. 3
• The Express Seat option makes sense, a paradores
especially for business passengers or b refuges, youth hostels, bed & breakfasts,
people with limited time to get their camp sites
connecting flight. c farms, self-catering villas and houses,
• The ‘families only’ option is sensible as it country cottages, guest houses
would be popular with passengers who d paradores, villas, luxury hotels; luxury
wish to have a quiet flight. Children over accommodation in castles and fortresses
the age of two could pay for an extra seat. e an apartment hotel
• Charging double for obese passengers is
controversial and the rights of other Vocabulary
passengers to a comfortable flight must be
balanced against the needs of overweight Exercise 3, page 25
travellers. Unnecessary litigation should be air conditioning – a
avoided. The airline could install a couple airport shuttle – d
of extra-wide seats on each aircraft but this baby-sitting service – f
is an extra cost, which it might be reluctant currency exchange – h
to meet. direct line telephone – m
• MsPathak’s letter shows that the member fitness centre – l
of staff should be disciplined for accepting hairdryer– j
a bribe. high-speed Wi-Fi access – b
• Passengers need to be informed that in-room mini-bar – o
special cases for pets are available and laundry and ironing – c
made aware of the regulations regarding pets admitted – g
the transport of animals. If CheapSky does restaurant – p
not have such a document, it should be safe-deposit box – i
written and posted on their website. When satellite TV – e
passengers with pets have a connecting sauna – k
flight, they also need to check the policy of wheelchair access – n
the other airline.
TRENDS IN TOURISM 6
Exercise 2, page 26
Listening
In Europe, most hotels use the Hotel Stars
Exercise 5, page 25 Union, a star rating scheme which is the same
for all the countries that belong to it. The rating
Students’ own answers. scheme comprises a list of criteria relating to
270 features and services that a hotel can offer.
Exercise 6, page 25 However, in Spain stars can only be awarded by
the regional tourist authorities, each one giving
1 official ratings according to its own list of criteria.
Speaker 1 – Waleed Tour companies also have their own sets of
Speaker 2 – Jin Wei symbols other than stars to rate hotels.
Speaker 3 – The Singh family
2
Speaker 1 mentions smart cards, CCTV Exercise 3, page 26
cameras, limousine hire, 24-hour room 1 F – in Europe, excluding Spain
service, exclusive use of spa and therapy 2 F – they must also provide a chair and
rooms. table, and either soap or body wash in the
Speaker 2 mentions high-speed internet bathroom
access, a business centre offering secretarial 3 T
and translation services and business support, 4 F – not necessarily as the Spanish regional
a rapid laundry service tourist authorities have their own list of
Speaker 3 mentions use of a swimming pool, a criteria
children’s play area, bunk beds for the children 5 T
and individual television sets, PlayStation 6 F – it’s extra
games and consoles available from reception,
and a babysitting service
Exercise 4, page 26
Exercise 7, page 25 1 awarded 2 grading/rating
3 grade 4 rates/grades
1
1 security
2 CCTV cameras Grammar
3 spa and therapy rooms
Exercise 5, page 27
2
4 secretarial and translation 1 can 2 may 3 have to 4 may 5 should
5 laundry 6 may 7 should 8 can’t 9 may
3 10 don’t have to
6 children’s play area
7 babysitting
Exercise 6, page 27
1 have to 2 don’t have to 3 may
HOTEL GRADING 4 shouldn’t 5 should 6 Can
Listening
Exercise 1, page 26
TRENDS IN TOURISM 7
PROFESSIONAL CASE STUDY

SKILLS
INVESTIGATE
DEALING WITH CUSTOMER
COMPLAINTS COMPLAINTS
Listening Promotional brochure
1b 2 a (also d) 3c 4e 5d 1 Sylvan Parks are located throughout
Europe.
2 Self-catering villa accommodation.
Exercise 2, page 28 3 They cater mainly for families.
1 speak to 2 speak to 3 can give
4 you like 5 could try 6 want Customer complaint
7 apologize 8 make sure 9 assure
10 happen 11 attention Exercise 2, page 30
1 She caught her finger on a bedside table
4 and 5 are dealt with in a polite and
and a splinter went under her thumbnail.
satisfactory manner.
2 The nurse advised her to take painkillers.
1, 2 and 3 are unsatisfactory. In 1, the
The bedside table was never removed.
complaints were ignored. In 2, the receptionist
3 She now has a serious infection and risks
was rude. In 3, the receptionist should be
amputation of part of her finger.
more helpful and empathize more with the
4 She intends to contact her solicitor and
customer.
seek compensation.
Exercise 3, page 29 Problems at Caxton

Exercise 3, page 31
Student A:
Professional skills
• Park Market – selling food past sell-by date
Exercise 4, page 29 – health hazard
• Level of service and hygiene gone down –
1c 2d 3f 4e 5h 6b 7a 8g
slow response for medical help and
hygiene issues in swimming pool
Exercise 5, page 29 Student B:
• Maintenance of villa – poor standard of
1 sorry 2 apologize 3 know 4 afraid service (dirty room, missing bed linen, shelf
5 seems 6 problem 7 look 8 back 9 do in fridge falling off, DVD player not
working)
• Katarina Chalupova’s finger injury
TRENDS IN TOURISM 8
Management team meeting TASK

Exercise 4, page 31
Possible outcome
1 Katarina Chalupova: They can claim that Katarina Chalupova:
there was negligence on her part. They Either play for time, refuse responsibility, claim
suggest writing to the solicitors and playing her own negligence but offer limited
for time. They may offer some compensation as a gesture of ‘goodwill’ (e.g.
compensation but will not admit another stay at Sylvan Parks, which she will
responsibility. probably refuse) and wait for a response from
2 Swimming pool health and safety: They will the solicitor. Or apologise, offer financial
tell the swimming pool attendant to make compensation and explain the policies and
sure that children with nappies are not improvements that will be put into place to
allowed in the pool area. ensure such an incident does not reoccur.
3 Villa maintenance: They should budget for Swimming pool health and safety:
repainting over the next six months and Provide a separate area for children to swim in
select the properties that really need and ban the wearing of nappies in and around
repairs. Random checks will be made to the swimming pool.
make sure that the rooms are properly Villa maintenance:
cleaned and that the bedding is changed Standards and schedules for work relating to
every day. cleanliness and general maintenance work
4 Park Market supplies: Mrs Hawkins should need to be implemented. Checklists of what to
contact the suppliers directly. Sylvan Parks clean and maintain (and how often) need to be
will decline responsibility for food items drawn up and implemented. Inventories listing
past their sell-by date. villa contents to be created and verified after
each guest has checked out, replacing dirty,
broken or unsafe items. Key phone numbers
to be left in (newly-created) information pack
by phones in each villa.
Staffing:
Efforts to made to recruit personnel with a
good command of English. This should not be
difficult in times of high unemployment.
Park Market supplies:
More rigorous control systems are needed to
ensure that products are reduced in price as
they near their sell-by date, then are removed
from display by that date.
The medical centre:
Needs to provide a fast and reliable service.
Protocols relating to response times and
support available at various times of the day
and week need to be actioned and explained
to all concerned. All key information to be
provided in the villa information packs.
TRENDS IN TOURISM 9
4 DESTINATIONS WHERE TO GO?

Reading Vocabulary
A the Easter Island statues (Chile)
The bad weather caused disruption at airports,
B the Giant’s Causeway (Northern Ireland)
on roads and in rail services. In particular,
C the ancient city of Petra (Jordan)
many flights were delayed or cancelled and
D the Paphos mosaics (Cyprus)
travellers had to camp out at airports.
E the Taj Mahal (India)
F the Grand Canyon (USA)
Exercise 2, page 32
Students’ own answers Exercise 2, page 34
COUNTRY: Chile
CURRENCY: peso LANGUAGE: Spanish
Exercise 3, page 32
COUNTRY: Cyprus
1 disruption 2 blocked 3 grounded CAPITAL CITY: Nicosia CURRENCY: euro
4 stranded 5 delays 6 cancelled LANGUAGE: Greek and/or Turkish
COUNTRY: India
Listening CAPITAL CITY: Delhi CURRENCY: rupee
LANGUAGE: Hindi and English
Exercise 4, page 33 COUNTRY: The Republic of Ireland
TOURIST ATTRACTIONS: Viking museums,
Rain Temperature Wind Visibility
castles, hiking LANGUAGE: English and
drizzle freezing breeze fog
Irish Gaelic
showers mild gale mist
COUNTRY: Jordan
TOURIST ATTRACTIONS: desert excursions,
Exercise 5, page 33 the ancient city of Petra, archaeological sites
LANGUAGE: Arabic
Weather forecast 1
COUNTRY: USA
1 Spring
CURRENCY: dollar LANGUAGE: English
2 c
3 b and c (in northern areas)
Weather forecast 2 Reading
1 Mediterranean countries and Portugal and
northern, eastern and southern Africa Exercise 3, page 35
2 a 1 Jackson Hole 2 the United States
3 b 3 Dallas 4 Jordan 5 Petra 6 Galway
7 Ireland
Exercise 6, page 33
1 overcast 2 chilly and cool 3 sunny spells Exercise 4, page 35
Natural features: mountains, slopes,
Vocabulary archipelago, islands, rocky coast
Weather: forecast, clear, sunny, heavy
Exercise 7, page 33 snowfalls, extreme heat, sandstorms, frequent
showers, cold, windy
A India B Norway C Korea
Transport: camel, connecting flight, shuttle
(Australia isn’t mentioned.)
buses, donkey, horse-drawn carriage, ferry
Attractions: oyster festival, monuments
TRENDS IN TOURISM 10
Exercise 5, page 37
Grammar
1 advise
Exercise 5, page 35 2 suggest
3 I could
1 4 recommend
1 the 2 a 3 Ø 4 the 5 A 6 the 7 Ø 5 If I were you,
8Ø 9Ø 6 don’t you
2
10 the 11 Ø 12 the 13 Ø 14 the 15 Ø
16 the 17 the 18 Ø
CASE STUDY
PROFESSIONAL DEVELOP A
SKILLS DESTINATION
OFFERING ADVICE Tourism in Eldorado
Exercise 1, page 38
Speaking
1 landscape 2 tropical 3 rainy season
Exercise 1, page 36 4 temperature 5 archaeological sites
6 temples 7 architecture 8 investment
Listening Exercise 2, page 38

Exercise 2, page 36
Destination: Costa do Sauípe, northeast An interview with the Director of
Brazil
Tourism
Accommodation: luxurious hotel, spacious
bedrooms, huge TV Exercise 3, page 39
Activities available: volleyball, windsurfing,
1 The country is now a lot safer than five
tennis, aqua gym and horse-riding
years ago. It is now considered entirely
How to get there: pick-up service from airport
safe.
to resort in an air-conditioned bus
2 Mainly from the USA.
Best time to go: December through February
3 It was a great public relations exercise and
Weather: good weather, sun shines practically
reached a massive audience, who have
all year, guaranteed temperatures in between
never thought of Eldorado as a tourism
75 and 90 degrees.
destination. It portrayed a positive image of
the country.
Exercise 3, page 36 4 They are planning to increase the amount
of hotel accommodation and improve
She knew that Barbara is interested in nature
tourism in the country.
and wildlife. She says that there is a turtle
5 Tax exemption means that the companies
preservation scheme there.
won’t have to pay any tax. The government
The selling point was that they have someone
is offering tax exemptions of almost 100
who gives talks about marine life, which her
percent during the first ten years for foreign
son is really interested in.
companies that set up there. If within the
next ten years they decide to reinvest 35
Professional skills percent of the initial amount, the exemption
can be extended.
Exercise 4, page 37
1d 2c 3b 4f 5a 6e
Exercise 4, page 39
1 5 2 60,000 3 US $99 million 4 11.8%
5 16% 6 13,000,000 7 7,800 8 38,000
5 THINGS TO DO
Reading
Task
Exercise 1, page 40
Possible outcome A – seeing paintings and architecture,
1 watching sport
Strengths: B – eating out, enjoying the café culture
Three distinct areas, each unique in terms of C – listening to music, learning to dance
weather, geography and history. Wide range D – remembering a famous person
of adventure activities on offer for toursits, E – shopping for handicrafts, taking boat trips
could suit many different holiday types (i.e.
adventure, luxury, history, nature, etc.).
Exercise 2, page 40
Popular destination despite threats and
weaknesses. 1 is famous for
Weaknesses: 2 lined with
Widespread crime and violent crime on the 3 Take advantage
increase, including taxi kidnappings. Malaria is 4 check out
common as well as some outbreaks of other 5 be sure to
diseases. Basic infrastructure but few 6 enjoy a great day out
international hotels, undeveloped transport 7 a perfect starting point
systems, road and hospitals. Poor hotel
service and food, lack of security for guests’
Exercise 3, page 40
belongings, lack of privacy, negative attitude
towards tourists. Polluted local beach. Students’ own answers.
Opportunities:
Increase in number of visitors to the country Vocabulary
over previous years, except for last year. The
Lost and Found TV series is likely to attract Exercise 4, page 41
more visitors in the short term. The
1 Enjoy a great day out
government is ready to help inward
2 is famous for
investment.
3 lined with
Threats:
4 be sure to
Rainy/hurricane season and widespread
5 a perfect starting point
flooding, leading to landslides, bridge
6 check out
collapses and cancellation of local flights. If
Eldorado does not boost tourism, the
neighboring countries will benefit and Speaking
Eldorado will remain locked in a cycle of
Exercise 5, page 41
poverty and political unrest.
2 1 touristy – N
There are definitely investment opportunities 2 worth visiting – P
available and demand too, as the WTO 3 value for money – P
statistics show. The country has a rich cultural 4 affordable – P
heritage, warm weather most of the year, 5 fun – P
geographical diversity and the country is 6 overrated – N
recovering from political instability. How to 7 packed – N
ensure safety might be the deciding factor. 8 lively – N
Exercise 5, page 43
EXPLORING 1
2
The Central Region
Pampas or Patagonia
ARGENTINA 3
4
Pampas
Cuyo
Vocabulary 5 The Central Region
6 Pampas or Patagonia
Exercise 1, page 42
1e 2a 3h 4g 5c 6f 7d 8b Grammar
Exercise 6, page 43
Exercise 2, page 42
1 like, ’ll love
1 landscapes 2 plains 3 peaks 2 ’ll need, go
4 rainforests 5 glaciers 6 wilderness 3 travel, ’ll feel
4 ’ll miss, stay
Listening 5 ’re looking, ’d recommend
6 should visit, ‘re
Exercise 3, page 43 7 wish, should take
Pampas: great plains and beaches 8 wants, should go
Mesopotamia: waterfalls, rainforests and rivers
The Central Region: mountains
Cuyo: vineyards, mountains PROFESSIONAL
Patagonia: icebergs in the Antarctic
SKILLS
Exercise 4, page 43
A horse-riding Bangling C rafting
SPEAKING TO A
D climbing E skiing F quad-biking
G whale-watching H hang-gliding
GROUP
I bird-watching J trekking Speaking
Pampas: Exercise 1, page 44
horse-riding, bird-watching, hang-gliding,
1C 2E 3B 4A 5D
going to the carnival in Gualeguaychú, quad-
biking, surfing
Exercise 2, page 44
Mesopotamia:
1 The Lady and the Unicorn
take a boat trip to the edge of the Iguazú Falls,
2 The Thinker
explore the Iguazú National Park by eco-train,
3 Mosque of Uqba
go angling on the Rio Paraná
4 Achilles vase
5 Pompeii
The Central Region:
in Córdoba see the colonial architecture, take
a 450-kilometre round trip on the train to the Vocabulary
clouds
Exercise 3, page 44
Cuyo: 1d 2e 3f 4a 5b 6c
explore the vineyards in the area, go climbing
and skiing in the Andes
Exercise 4, page 44
Patagonia: 1 portraits 2 marble 3 bold, vibrant
horse-riding, trekking, rafting, wildlife watching, 4 carved 5 Impressionism 6 easel
whale-watching, take a cruise around the 7 still life 8 Bronze
icebergs in the Antarctic
Listening Entrance fees and prices

1 F – He disagreed with the way Raphael Destination:
was considered to be the master they Château de Versailles
should all copy. Price per person: $25
2 F – mid 19th century Destination:
3 T Mont Saint Michel
4 F – She accidentally drowns in a stream. Price for a group: $9.90 (per person in group)
5 T Destination:
6 F – Elizabeth’s father demanded £50 for Caen Memorial (war museum)
medical expenses from Millais. Price per person: free (= best value)
Destination:
Professional skills Avignon (Palais des Papes)
Price for a group: $125 (total group)
Exercise 6, page 45 Destination:
Loire Valley Châteaux
1 Make sure 2 Speak 3 Research
Price per person: $65
4 Rehearse 5 Drink 6 Sound
Destination:
7 Don’t speak
Burgundy vineyard tour, Beaune Hôtel-Dieu
Prices not given
Exercise 7, page 45 Destination:
Bordeaux vineyard tour
1 1300 x 900 mm, 1900
Price per person: $110 (= most expensive)
2 circa 1420
3 765 x 940 mm, 1775
4 late 14th century TASK
5 around 1500
Exercise 5, page 47
6 980 x 853 mm, 1746
As this group is elderly, long coach journeys
are best avoided. The suggested itinerary
CASE STUDY takes into account their interest in French
history and gastronomy. Students may wish to
do additional research on current museum
PLAN A COACH entrance fees. For example, the Caen war
TOUR museum is not given in the listening, but at the

time of writing is €16 per person. Two days
are spent in the itinerary below in the Loire
A request for a customized tour Valley as the chateaux of Amboise,
Chambord, Chenonceau, etc. are close to
Exercise 1, page 46
each other.
Students’ own answers. If the group wishes to visit the Hôtel-Dieu in
Beaune, there will be an extra charge,
otherwise a tour of the vineyards would do.
Note that some prices are quoted in dollars
and need to be exchanged in euros.
Date: 7 Oct – travel to Paris
Accommodation: €60
Date: 8 Oct
Destination: Versailles
Approx distance: 22 km
Coach hire + driver: €500
Entrance fees: $25 x 35 = $875
Date: 9 Oct
Destination: Caen

Coach hire + driver: €500
Entrance fees: €16 x 35 = €560
1 REVIEW AND
Accommodation: €60 CONSOLIDATION
Date: 10 Oct
Destination: Bayeux / Mont St Michel Tense review
Approx distance: 30 + 92 km
Coach hire + driver: €500 Exercise 1, page 48
Entrance fees: $9.90 x 35 = $346 1 spent
Accommodation: €60 2 came
Date: 11 Oct 3 joined
Destination: Loire Valley (Blois) 4 had set up
Approx distance: 331 km 5 saw
Coach hire + driver: €500 6 was founded
Entrance fees: $65 x 35 = $2,275 7 were organized
Accommodation: €60 8 advertised
Date: 12 Oct 9 organized
Destination: Loire Valley (Chambord, etc) 10 was
Approx distance: 100 km 11 has grown
Coach hire + driver: €500 12 employs
Entrance fees: – 13 operates
Accommodation: €60 14 was named
Date: 13 Oct 15 is getting / has got
Destination: Beaune (tour of vineyards) 16 is still expanding
Approx distance: 364 km 17 will continue
Coach hire + driver: €500 18 will continue
Entrance fees: Allow extra for Hôtel-Dieu
Date: 14 Oct
Descriptions
Destination: Paris (free day sightseeing) Exercise 2, page 48
Coach hire + driver: €500 1 dream 2 strong 3 golden 4 remote
Entrance fees: – 5 majestic 6 spacious 7 inexpensive
Accommodation: €60 8 promotional
Date: 15 Oct
Destination: Charles de Gaulle The marketing mix
Coach hire + driver: €500 Exercise 3, page 48
Entrance fees: – 1f 2e 3g 4b 5a 6d 7h 8c
Accommodation: –
Total costs:
Coach hire + driver: 9 days x €500 = €4,500
Accommodation: €60 x 8 x 35 = €16,800
Entrance fees: $875 + $346 + $2,275 = $3,496
(approx. €2,741) + €560 = €3,301
Total mileage:
1,563, representing approximately ten full
tanks of fuel @ €235 = €2,350
The package therefore works out at €26,951.
Before writing to Bethany Martinez, students
will need to decide on their overall profit
margin, add this to the sum, convert it into
dollars and divide by 35.
Articles Transport vocabulary

April is a good time to visit Uzbekistan as the Air transport:
weather is pleasant, with an average air rage, excess baggage, boarding card,
temperature throughout the month of 22°C. To economy seat, departure gate, security control
make the most of your trip, you will need at Road transport:
least two to three days to visit Samarkand, one traffic lights, car hire, toll bridge, seat belt,
of the most famous cities along the Silk Road. petrol station, carriageway
Samarkand is 275 km from the capital city of
Tashkent, which has an international airport. It Types of accommodation
is not difficult to find a suitable place to stay as
there are many privately-owned guesthouses. Exercise 10, page 51
Information on public transport in Uzbekistan,
1 refuge 2 mansion 3 palace
routes, maps and a useful journey planner are
4 youth hostel 5 camp site 6 fortress
available here for download.
Allow about £120 per day for food, local travel
and accommodation. Letter of apology
For trips into the countryside it is best to hire a
Exercise 11, page 51
taxi from a licensed operator. Travellers are
advised to negotiate the fare in advance and 1 standard of service 2 under renovation
not to share taxis with strangers. 3 apologize 4 short of staff
5 at our expense 6 problems 7 apologies
A weather forecast 8 inconvenience
Exercise 5, page 49 Modal verbs

1 sunny 2 overcast 3 drizzle 4 scattered
5 wind 6 intervals 7 mist 8 damp
1 must 2 may 3 will 4 will 5 must
Making suggestions 6 will 7 may 8 mustn’t 9 don’t have to
Exercise 6, page 49 Works of art

1d 2a 3e 4c 5b
Cruise FAQs 1 tapestry 2 portrait 3 pottery 4 marble

5 oil
Exercise 7, page 50
1 much 2 for 3 them 4 to 5 do 6 of Conditional structures with if
7 their 8 it 9 were 10 the 11 The
12 so
1 should 2 wouldn’t 3 will 4 shouldn’t
Multi-word verbs 5 will 6 wouldn’t 7 should 8 would
Exercise 8, page 50
1 set off 2 break down 3 write down
4 hang around 5 get on 6 get through
7 carry on 8 find out
Exercise 5, page 53
6 NICHE TOURISM 1 a guide
2 a tourist
Speaking 3 a marketing and promotions executive
Exercise 1, page 52
Niche tourism Mass tourism Reading
Exercise 6, page 53
• potential high profit • cheap package
margins tours The article talks about avi-tourism.
• high spenders • economies of scale There is a wide diversity of bird species and
• small businesses • international hotel many rare species.
• small-scale chains Both domestic and international visitors
operations • large tourist resorts generally have a preference for nature-based
experiences.
Listening
Exercise 2, page 52 NICHE SECTORS
Mass tourism:
Speaking
Specializes in cheap package tours, huge
tourist resorts, international hotel chains and Exercise 1, page 54
attractions like Disneyland. They create
A genealogy B space C slum D wildlife
economies of scale through the sale of
E extreme F culinary
standardized leisure packages to a mass
clientele. Mass tourism has low margins in this
competitive market. Vocabulary
Niche tourism:
Caters for small groups of people who have a Exercise 2, page 54
shared special interest. Because it’s small- 1 Space 2 Wildlife 3 Culinary
scale, small firms can exploit areas of 4 Genealogy 5 Slum 6 Extreme
business that the major tour operators aren’t
able to. It can offer one-to-one service and Writing
high levels of product knowledge. It tends to
attract high spenders and so has the potential Exercise 3, page 55
for quite high profit margins.
Verb + infinitive with to:
Text 1: afford to pay
Exercise 3, page 52 Text 3: Learn to cook
Text 4: plan to travel
1 religious, sacred 2 music 3 battle
Text 5: promises to show, undertake to
4 medical 5 foreign language
support
Verb + -ing form:
Vocabulary Text 1: involves training
Text 2: mean hiking … and travelling
Exercise 4, page 53
Text 3: like experimenting, enjoy eating
1 battlefield: 1 tunnel 2 soldier 3 military Text 4: recommend taking
4 trenches Text 6: enjoy diving, avoid taking
2 religious: 5 language 6 pilgrimage
7 university 8 holy
3 health and wellness: 9 spa 10 massages Exercise 4, page 55
11 stress 12 low-calorie 1 enrol 2 going 3 paying 4 to increase
5 to reduce 6 enrolling 7 sleeping
Exercise 3, page 56
writing task 1 The reasons include rising health costs, a
Antarctica Cruise distrust of orthodox medicine and a desire
Have you ever wanted to go to Antarctica? for alternative, more holistic therapies. As
Well, now you can! This unique seven-day a result of media pressure, people are also
cruise of Antarctica takes you to the more willing to spend money on physical
northwestern part of the region. Transportation beauty.
is by a small ship that is approved by the 2 a Spiritual retreat b Essential medical
International Association of Antarctic Tour tourism c Voluntary medical tourism
Operators. 3 rising, growing
On this tour you will see the beautiful 4 psychological, spiritual
landscape of Antarctica, including its 5 1 therapy 2 surgical 3 relaxation 4
impressive icebergs and glaciers. Enjoy fitness 5 preventative
spotting penguins, seals and other wildlife
from a dinghy. We will also go on a whale Listening
watching trip and take a ride through the snow
with Antarctic huskies. Exercise 5, page 57
Accommodation included: basic but
The cost, the time and the ageing population
comfortable ship’s cabins. We also provide
in the Western World
tour guides who are wildlife experts.
Cost: from US $5,000 for sharing a two-person
cabin. (Flights not included.) Exercise 6, page 57
Bring suitable clothes for extreme weather
Value of the global market for about US
conditions. We also strongly recommend a
medical tourism $100bn
quality camera and anti-sea-sickness pills for
this unforgettable voyage.
Cost of a heart bypass operation one-tenth
in Thailand compared to the USA
PROFESSIONAL Over 55s as a percentage of total 40%
SKILLS wellness tourists
Size of medical tourism market in 1.6 million

DEALING WITH Asia
FIGURES Percentage of the American

market Singapore would like to
8.5%
Reading have
Exercise 2, page 56
Medical tourism involves surgery or other
medical treatments.
Wellness tourism concerns physical fitness
and psychological and spiritual well-being.
TASK
CASE STUDY
Possible outcome
IMPROVE CLIENT Positive aspects to include on the Township
Experience website:
SECURITY • safe place to visit if precautions are taken
• chance to meet local people and be
The township experience welcomed into their homes and community
• hand-made craft items make ideal
Exercise 1, page 58 souvenirs whilst providing income for locals
• opportunity to sample local cuisine and
1 It offers visitors the opportunity to get to
beverages
know the ‘real’ South Africa.
• local taxis offer tours around other
2 To experience the ‘real South Africa’ and
townships
try the local food.
• trip to Robben Island led by former
3 It is a local barbecue hotspot. The couple
freedom fighters
probably went there to try the local food,
• all trips can be tailored to your needs and
e.g. a ‘smiley’.
interests
4 Students’ own answers.
Useful safety and security tips to include:
Dos
A customer phone call • pay attention to advice given by hotel staff
about places to avoid
Exercise 2, page 59
• stay with the local guide
1 She says this is the first incident for a very • use a money belt for small change
long time. There has never been a problem • register on eblockwatch
in ten years of running the operation. • ring the community safewatch call centre in
2 Students’ own answers. the event of trouble
3 Students’ own answers. Don’ts
• visit townships alone
Safety measures • carry valuable items with you
• go out after dark
Exercise 3, page 59 • oppose a criminal
1 expensive items: not to carry expensive
cameras or wear expensive jewellery
2 money: not to carry large sums and keep
any money in a money belt
3 going out: not to go out alone after dark

7 CULTURAL writing task
Visitor recommendations for Petra
TOURISM Petra is a UNESCO world heritage site. In
order for you to enjoy this ancient wonder, we
Speaking recommend the following guidelines:
• It is best to walk through the gorge, ‘Al
Exercise 1, page 60 Siq’. It is 1 km long and the weather is hot
Students’ own answers. during the day, but cool in the evenings in
the summer. For visitors with mobility
problems, you can take a horse-drawn
Reading carriage through Al Siq.
Exercise 2, page 61 • Wear comfortable clothes and walking
shoes. Take some water and light snacks.
1E 2B 3A 4F 5C • There are horses, donkeys or camels for
hire at the site, but avoid these if possible.
Exercise 3, page 61 The animals’ hooves damage the paths.
• The red sandstone at Petra is soft and
• the purposeful tourist crumbling. Please do not touch the walls,
• the sightseeing cultural tourist or any artefacts, such as pottery.
• the chance discovery cultural tourist • Do not remove any artefacts or stones
• the casual cultural tourist from the site.
• the incidental cultural tourist • Please take your litter, e.g. paper and
plastic bottles, home with you.
Vocabulary Thank you for your co-operation and
understanding.
Exercise 4, page 61
1c 2b 3d 4a 5c 6b
EXHIBITIONS
Exercise 5, page 61 Listening
1 Although
2 On the whole Exercise 2, page 62
3 As a result, Consequently The exhibition is about Ancient Egypt and it’s
4 However designed for children. He mentions:
5 Furthermore action plan, audio guide, budget, exhibits,
6 Although interactive display, labels, resource pack,
packaging, website
Exercise 3, page 62
1 a) requirements and budget discussed
2 h) action plan drawn up
3 d) exhibits ordered and delivered
4 f) website designed
5 i) interactive software produced
6 e) exhibit labels printed
7 g) audio guide recorded
8 c) resource pack printed
9 b) publicity material sent out
10) j) exhibition opened
Exercise 2, page 64
Grammar
1
Exercise 4, page 63 •There is a growing public appetite for culture
•Visitor numbers have risen
1 was discovered •The UK has the largest cultural economy in
2 was being rebuilt the world in relation to GDP.
3 was probably written OR had probably •The UK is one of the most effective
been written economies in terms of return on investment
4 were carved 2
5 were used It is a ‘false economy’ and it is doing huge
6 was kept damage to the tourism sector.
7 were translated 3
8 had been lost They have higher incomes and spend more.
9 were found
10 were finally deciphered
Listening
Speaking Exercise 3, page 65
Exercise 5, page 63 1 Edinburgh (the capital of Scotland)
2 Belfast (the capital of Northern Ireland)
Student A: 3 Cardiff (the capital of Wales)
1 1903
2 the slogan Votes for Women
3 many, many people Exercise 4, page 65
4 the right to vote The Eisteddfod
5 a criminal act • First week of August
6 sent to prison • 160,000
Portuguese coins and a jeton: • The biggest festival of competitive music
7 a medieval ship and poetry in Europe, different atmosphere
8 the bank of a river from other festivals, great fun
9 studied by archaeologists • It’s held entirely in Welsh
10 the 15th century Edinburgh festival
11 in the UK • Three weeks in August
12 merchants • 350,000
• The largest arts festival in the world, offers
PROFESSIONAL a variety of shows, good potential to attract

overseas visitors, cheaper fringe
SKILLS performances, free street theatre
• Major performances are very expensive
Belfast festival
EFFECTIVE • 14th–29th October
• 50,000
MEETINGS • Good potential, good selection of bars,
museums and art galleries
Reading • Can be dangerous because of the political
situation
Exercise 1, page 64
Students’ own answers. Exercise 5, page 65
1 start, begin, agenda
2 aim, talk, reach
3 think, comment, add
4 move, agenda
5 agree, decided, agreement
6 business, covered, sum
CASE STUDY TASK
PRESENT A Possible outcome

The choice of city will be a matter of individual
PROPOSAL choice and the perceived interest in the key
events, cultural features and benefits to the
The Blue Ribbon Award community of winning the award.
• Some parts of Manchester are poor and
Exercise 1, page 66 are in need of regeneration, and although
the award is only of interest to the
1 To celebrate the world’s cultural richness
inhabitants of England, it could enhance
and diversity; to bring people from different
the city’s chances of becoming a global
countries into contact with each other's
tourist destination. However, at present it is
culture; to promote mutual understanding.
not likely to bring people from different
2 Students’ own answers.
countries into contact with each other’s
culture and promote mutual understanding.
Positive impacts • The choice of Donastia–San Sebastian has
important cross-border political, cultural
Exercise 2, page 66
and economic repercussions.
1 7,000 2 10,000 3 40,000 • The choice of Vaasa also involves two
4 more than one million 5 66% 6 70% countries and their populations and the
7 47% spin-off benefits of research into renewable
Exercise 3, page 66 sources of energy have a global potential.
When writing their proposal, students should
The region attracted slightly more visitor make sure that all three points in the
numbers for the four years before the award. guidelines are covered.
Two years ago, for the first time more people
visited the city, with an increase of 4%
compared to just 2.5% for the region. Last
year there was a 22.9% increase for the city
and 16.2% for the region.
More than one million bed-nights were sold, –
an increase of 26%. Throughout the year
demand met the supply, with occupancy
averaging 86% at weekends and 74% overall.
Exercise 4, page 67
1 The Princess 2 Superlambananas
Exercise 6, page 69
8 RUNNING A Problems this morning:

1 room service
HOTEL 2 bread rolls
3 overbooking
Reading
Ongoing projects:
Exercise 2, page 68 1 refurbishment
1 They have to be like Superman because 2 conference
there are so many things to do. 3 late-charge
2 Because the manager is always on stage,
3
smiling and keeping the guests happy.
You have to work hard for 24 hours a day, HOTEL
4
seven days a week.
They provide food, warmth, comfort and INSPECTION
friendship.
Listening
Vocabulary Exercise 2, page 70
Exercise 3, page 69 The hotel inspector mentions the following:
1 Reservations: She checks how quickly the
Adjectives in the article: call is answered, whether or not the clerk
quick-thinking, outgoing, motivated, announces his or her own name and the
motivating, tiring, irritating, demanding, name of the hotel, whether the clerk can
exasperating, tired, exhausted, fascinating, answer her questions.
rewarding, boring 2 Reception area: She checks the general
Adjectives that can be both: appearance of the reception area –
motivated/motivating whether it is clean, tidy and welcoming.
tiring/tired She expects someone to help carry her
irritating/irritated baggage and show her to her room.
exasperated/exasperating 3 Rooms: The room and en-suite facilities
exhausting/exhausted must be clean and tidy with everything in
fascinating/fascinated its place. The fridge should be properly
rewarding/rewarded stocked.
boring/bored 4 Room service: She times how long it takes
for her order to arrive. Questions about the
Exercise 4, page 69 menu should be answered properly and
the order confirmed. The staff should
1 motivated 2 irritating 3 rewarded attempt some upselling.
4 exhausting 5 irritated 6 rewarding 5 Restaurant: She evaluates the quality of
the service, the cleanliness of the cutlery
Listening and dishes, the quality of the food and the
time it takes to be served between
Exercise 5, page 69 courses. She expects to be greeted and
1 Review the Night Manager’s reports asked if she enjoyed her meal.
2 Check emails 6 Staff: She checks whether the staff are
3 Check the breakfast arrangements friendly and polite and use her name.
4 Say hello to the guests
5 Attend the daily staff briefing
Exercise 3, page 70
6 Attend a strategy and planning meeting
7 Have lunch with staff members 1d 2c 3e 4f 5a 6b
8 Do administrative work
Listening
CASE STUDY
Exercise 5, page 71
1 91%
6 76%
2 35% 3 16% 4 19% 5 22%
7 58% 8 68% 9 21% 10 12
TRANSFORM THE
TEAM
Grammar
Human resource problems
Exercise 6, page 71
Exercise 1, page 74
1 get/have 2 repainted 3 get 4 install
5 get 6 put up 7 get/have 8 replaced They face high turnover of staff and a skills
9 get 10 look at 11 get 12 rewire shortage. Many staff leave within six months
because of low salaries, anti-social working
hours, they feel undervalued and have limited
PROFESSIONAL career prospects. As a result staff aren’t
motivated and are often incompetent.
SKILLS
Interview with staff
PRESENTATIONS Exercise 2, page 74
Reading Louis Moulin

Problems: lack of staff, unreliable temporary
Exercise 2, page 72 staff
Suggestions: employ more full-time staff
1c 2e 3f 4i 5a 6h 7d 8g
Fatoumata Dembele
9 j 10 b
Problems: physically demanding work
resulting
Listening in backache, low pay
Suggestions: pay rise, at least the minimum
Exercise 3, page 73
wage
1 Principles in hotel management which Munir Gadouche
involve all employees, from upper Problems: he’s unhappy with the job rotation
management down to chambermaids and scheme – not doing work he was trained to do
cleaners, who, on a regular basis, make Suggestions: go back to the previous system
suggestions for improvements to the Mercedes Rodes
running of their hotel. Problems: she’s the only permanent
2 Kaizen means ‘continuous improvement’. receptionist and has too much responsibility,
3 Toyota Motor Company temporary staff lack training and motivation
Suggestions: give staff proper training, invest
in better software
Exercise 4, page 73
1 upper management
2 chambermaids and cleaners
3 all the time
4 anywhere
5 a better way
6 in teams
7 make decisions
8 a reward
TASK
9 CUSTOMER
Possible outcome
Although Alexandre Huchet appears satisfied
SERVICE
with the changes he has implemented, they
Listening
caused staff dissatisfaction and had a
negative impact on working methods. Exercise 3, page 76
Changes that need to be made:
• Recruitment of more waiters for the busy 1 in a restaurant – good experience
restaurant 2 in a restaurant – bad experience
• Employment of permanent staff, e.g. 3 in a hotel – bad experience
kitchen assistants, receptionists 4 with an airline – bad experience that turned
• Payment of the minimum wage (it is illegal into a good experience
to pay less in France)
• Less emphasis on flexible working and the Exercise 4, page 76
Kaizen approach
• Better pay and conditions to attract Problems:
competent staff and reduce turnover 3 – (They) had no idea what they were doing.
• Proper training for both full-time and part- 2 – There was no record of the reservation.
time staff 3 – There didn’t seem to be any network at all.
• More up-to-date reservations software 4 – There was a mechanical problem.
Extra points: 2 – All the tables were taken.
• The monitoring of staff time and
productivity is unlikely to create an Customer service:
atmosphere of mutual trust and increase 4 – gesture of good will
motivation. The competitive element in the use 1 – complimentary box of chocolates
of software to measure performance and 4 – It shows they care.
choose who to give more money to or to 1 – on the house
promote is unlikely to produce effective team 4 – frequent-flyer mileage credit
work and defeats the purpose of the Kaizen
approach. Vocabulary
• The abolition of overtime in a low-paid
industry will also decrease motivation as Exercise 6, page 77
potential earning power is thereby reduced. 1 welcoming 2 loyal 3 appropriate
• The decision to reduce discounts could 4 reliable 5 competent
also be harmful if tour operators stop using the
hotel.
• Guests may or may not be satisfied with Exercise 7, page 77
frozen packaged meals. This is a trend in 1 inappropriate 2 dishonest 3 impolite
French restaurants but will not satisfy the 4 incompetent 5 disloyal 6 unreliable
guest who expects a gourmet meal. 7 inefficient 8 impatient 9 disrespectful
10 unfriendly 11 impersonal
12 unwelcoming
Exercise 8, page 77
1 inappropriate 2 incompetent
3 disrespectful/impolite 4 honest
5 impersonal 6 unreliable
7 competent/efficient/friendly 8 unwelcoming
CUSTOMER PROFESSIONAL
FEEDBACK SKILLS
Listening
HANDLING
Exercise 2, page 78
All the techniques are mentioned apart from
TELEPHONE CALLS
competitions.
Vocabulary
1 you are treated – mystery guest audit 1 How may I help you?
2 people really want – direct questions 2 Could you tell me who’s speaking, please?
3 unsolicited phone calls – phone survey 3 I’m calling about
4 to it later – feedback area on website 4 Martin speaking.
5 of the organization – focus group 5 Who shall I say is calling?
6 you through
7 look into it
Grammar 8 Would you like to leave a message?
Exercise 5, page 79 9 pass on your message
10 gets back
1 Would you mind filling in this form for me?
(OR filling this form in)
2 Could you tell me what your credit card
Reading
number is? Exercise 3, page 81
3 Do you mind if I check all the details
again? 1 Answer 2 Turn away 3 ask 4 interrupt
4 So you would like me to book a taxi for 5 Smile 6 Adapt 7 Take notes
tomorrow morning at 8?
5 I was wondering if you would mind Speaking
changing your room tomorrow night.
6 Could you tell me what time you want me Exercise 4, page 81
to give you an early morning call? 1 07735 497 820
2 0207 987 4647
3 3211 8880
Exercise 6, page 79
4 00 8 095 987 8871
1 Can you tell me what kind of room your 5 00 34 660 524 633
director would prefer? 6 0800 810 901
2 Do you know how many nights he will be
staying?
Vocabulary
3 So he’ll need to be picked up from the
airport? Exercise 6, page 81
4 Could you tell me what time he will be
1 put you through 2 Hold on 3 get back
arriving?
4 pass on 5 cut off 6 hang up 7 run out
5 I was wondering if he will have all his
8 get through 9 look into 10 sort out
meals in the hotel.
6 Have you any idea when he will be
checking out?
TASK
CASE STUDY
Possible outcome
IMPROVE Improving customer service:
• Installation of a lift to the first floor for
CUSTOMER disabled visitors. The Disability
Discrimination Act in the UK requires that
SERVICE all buildings must be accessible by
everyone, whatever their handicap.
The history of Lilburne Manor • Installation of a toilet for disabled visitors.
• Improved quality of food in the gourmet
Exercise 1, page 82 restaurant.
1 F – They belong to the Historic Houses • Interactive screens and electrical
Trust. equipment to be functional at all times.
2 T • Rapid completion of work on the car park
3 T and footpath.
4 F – Work on the car park is currently in • Adequate supply of lifejackets for those
progress. wishing to hire a boat.
5 F – Consumption of food brought from • Up-to-date brochure pictures if a room’s
outside is not permitted. furniture and furnishings have been
6 T changed.
• Adequate supply of comments cards at
reception.
Customer comment cards Some of the above could be implemented
Exercise 2, page 83 immediately at little or no cost. The building
works (car park, lift, toilet) should take no
Strengths: more than three months.
Interesting for children; good service – Installing the lift would require planning
courteous staff permission as Lilburne Manor is a listed
Weaknesses: building and could take time. Expect to pay
Difficult for disabled and elderly visitors: no about £15,000. The cost of finishing work to
ramp for wheelchairs; no lift inside the house; the car park depends on its surface but would
no toilet for the disabled; unfinished work on probably be not less than £20,000. Allow
the car park resulting in long walk on uneven £2,000 for the toilet.
surface from parking area which is more than
the stated 750 m.
Other weaknesses: disappointing food; no
lifejackets; interactive screens switched off;
film unavailable
Customer phone call

Exercise 3, page 83
1 26 June
2 d_feichtinger@t-online.de
3 Dietmar Feichtinger
Comments:
Items from the King’s room had been removed
and photos in the brochure are therefore
misleading. When he bought the tickets he
was not informed of the changes to the room.
10 BUSINESS TRAVELLING AND

TRAVEL TEAM-BUILDING
Reading Listening
1 The front row is where first class and Speaker 1:
business travellers who pay a premium 1 She’d forgotten to pack them.
price sit. 2 She’d only slept for about 15 minutes.
2 Decrease: Cuts in travel budgets; 3 It was the only one left as a result of a
restrictive company policies that banned cancellation.
business-class travel and replaced sales Speaker 2:
conferences with virtual meetings via 1 13 years.
conference calls. 2 His colleagues told him that the theme of
Increase: the economy has picked up and the awards banquet was Country and
companies are no longer chasing costs. Western and everyone had to dress up
3 They are providing new business-class accordingly.
seats, refurbishing business lounges and 3 One of the practical jokers had previously
improving on-board service ordered a black tuxedo and tie for him.
4 Business travellers are still cautious, high
unemployment, rising energy prices, Grammar
heightened security measures, uncertain
earnings and the weak dollar. Exercise 2, page 86
1 flew 2 had asked 3 had packed 4 left
Vocabulary 5 landed 6 had put 7 spent 8 was
9 had got 10 created
Exercise 2, page 85
1 cut to the bone Reading
2 on the horizon
3 foot the bill Exercise 4, page 87
4 on a shoestring
1b 2c 3d 4a 5f 6e
5 put the brakes on
6 going through the roof
Speaking
PROFESSIONAL
Exercise 5, page 85
SKILLS
1 It is often spent on bills and shopping for
groceries. SOCIALIZING
2 The workforce can bond together and it
improves motivation and productivity. Vocabulary
Exercise 3, page 88
1a 2c 3d 4c 5d 6b 7d 8c
Listening
2 REVIEW AND
Exercise 5, page 89
1 I don’t think we’ve met before.
CONSOLIDATION
2 How do you do?
3 let me introduce myself.
Niche tourism
4 We haven’t been introduced. Exercise 1, page 92
5 You must be
6 Can I introduce you to 1b 2c 3d 4a 5c 6d 7b 8a
Dealing with numbers and statistics

Exercise 6, page 89
1 hasn’t it? Exercise 2, page 92
2 wasn’t it? 1 four hundred and ninety-two thousand
3 don’t you think? dollars
4 excuse me for a moment 2 six point two five million euros
5 I’d better be going. 3 seventy-two thousand five hundred and
6 I’m afraid I have to go. twenty-five yen
4 four fifths
5 thirteen point two five billion rand
6 eighteen to twenty-five
7 three point seven five percent
8 three hundred and fifty thousand pounds
Synonyms
Exercise 3, page 92
1d 2f 3a 4e 5b 6c
Culture quiz
Exercise 4, page 93
1 was composed and sung by John Lennon
2 was written by William Shakespeare
3 was written by JRR Tolkien
4 was built during The Ming Dynasty
5 was composed/written/sung by Michael
Jackson
6 was composed by Giuseppe Verdi
7 were built for the pharaohs
8 was painted by Leonardo da Vinci
Commonly confused words

Exercise 5, page 93
1 rise 2 economic 3 damage
4 economies 5 economical 6 damages
7 economics 8 raise 9 efficient
10 effective
Adjectives with -ed and with -ing A travel story

1 tired 2 satisfying 3 satisfied 1 was 2 lived 3 felt 4 had been
4 confusing 5 tiring 6 surprising 5 ran into 6 was 7 told 8 had arrived
7 confused 8 surprised 9 had taken off 10 looked like
11 had closed 12 had 13 had taken
have/get something done 14 abandoned 15 looked 16 decided
17 had missed 18 lasted 19 heard
Exercise 7, page 94 20 had cleared 21 remembered 22 had left
23 had put 24 went 25 made 26 talked
1 have/get your meal delivered
27 had ever spent
2 have/get them cleaned
3 have/get your clothes washed and ironed
4 have/get your hair cut The Princess Miranda Conference
5 have/get a drink brought Centre
6 have/get your documents translated
Multi-word verbs Located in downtown Rio and closed close to
the business distract district, this brand-new
Exercise 8, page 94 accomodation accommodation comprises a total
1 get through 2 catch up 3 run out of 74 suits suites and 114 bedrooms. The
4 see to 5 sort out 6 pass on conference centre is within waking walking
distance of the Tiradentes Palace and the
National Library. Nearby points of intrest interest
Linking words include teh the famous Carioca Aqueduct and
Exercise 9, page 94 the Santa Teresa quarter with its cafés and
restaurants.
1 However 2 As a result 3 On the whole Each room has a fully stoked stocked fridge and
4 Furthermore 5 Although a direct-dial telephone with voicemale voicemail.
Bathroom features include baths and/or
Asking questions showers, bidets and hairdryers.
The international airport is just 25 minutes away
Exercise 10, page 94 by car or shuttel shuttle bus.
1 Can I ask how old are you you are?
2 It’s too early, is not it isn’t it? Idioms and metaphors
3 Does he wants want the executive suite?
4 Do you mind if I’m asking I ask you to Exercise 14, page 95
move? 1 horizon 2 shoestring 3 bill 4 bone
5 Would you mind to share sharing a room? 5 roof
6 What exactly does seems to be the
problem?
7 Could you tell me where do you live?
8 I am wondering wonder if you would agree
to replace Fyodor?
Personal qualities
1 dishonest 2 Inefficient 3 inappropriate
4 impolite 5 incompetent
6 impersonal, unwelcoming
7 unreliable, incapable 8 impatient
Photocopiable notes 1.1
Across:
2 luxurious 7 pretty 8 unique
10 spacious 12 dormant
15 extinct 16 tropical 17 golden
Down:
1 quiet 3 unspoilt 4 steep
5 spectacular 6 remote 9 exotic
11 secluded 13 deserted
14 winding
1 Greek and/or Turkish

2 US dollar 3 Arabic
4 Washington DC 5 Santiago 6 Petra
7 Easter Island 8 The Giant’s Causeway
9 The White House 10 The Taj Mahal
11 Paphos 12 Disney World 13
archipelago 14 euro 15 desert 16 palace
17 volcano
18 harbour 19 canyon 20 English and Irish
Gaelic
21 geyser
Across:
3 dynamic 6 hieroglyph 7 authentic
9 impact 10 excavate 11 custom
12 exhibit
Down:
1 script 2 nomination 4 prestigious
5 heritage 8 artefact

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1 SELLING DREAMS

PROFESSIONAL • value for money: perceived benefits must

Listening Exercise 5, page 13

THE PUBLIC Exercise 1, page 22

PROFESSIONAL CASE STUDY

Exercise 3, page 29 Problems at Caxton

Management team meeting TASK

4 DESTINATIONS WHERE TO GO?

Listening Exercise 2, page 38

Listening Entrance fees and prices

TOUR museum is not given in the listening, but at the

Approx distance: 234 km

Articles Transport vocabulary

Exercise 5, page 49 Modal verbs

Exercise 6, page 49 Works of art

Cruise FAQs 1 tapestry 2 portrait 3 pottery 4 marble

Size of medical tourism market in 1.6 million

FIGURES Percentage of the American

Model answer for DVD worksheet optional

PROFESSIONAL a variety of shows, good potential to attract

CASE STUDY TASK

PRESENT A Possible outcome

8 RUNNING A Problems this morning:

Reading Louis Moulin

Exercise 3, page 78 Exercise 2, page 80

Customer phone call

10 BUSINESS TRAVELLING AND

Dealing with numbers and statistics

Commonly confused words

Adjectives with -ed and with -ing A travel story

Photocopiable notes 1.1

Photocopiable notes 4.1

1 Greek and/or Turkish

Photocopiable notes 7.1

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