INSTITUTO ARAGONÉS DE EMPLEO

Plan de formación para el empleo de Aragón

Inglés Profesional para Turismo

Módulo 1

Gestión y comercialización en
inglés de servicios turísticos
Organizado por:
GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS
DE SERVICIOS TURÍSTICOS

“Tourism comprises the activities of persons travelling to and staying in places outside
their usual environment for not more than one consecutive year for leisure, business and
other purposes not related to the exercise of an activity remunerated from within the
place visited.” World Tourism Organization

That means Tourism is the business of providing and arranging holidays and services for
people who are visiting a place.

This is the definition for tourism, but it is more than that: tourism is an industry that
provides a source of income in those countries with cultural heritage, natural
environment and outstanding landmarks that can attract people to visit.

And if we are speaking about people travelling that means transport to get, hotels to stay,
people to help, restaurants to eat, attractions to enjoy… in short, that means wealth for
the area or country.

For all that, tourism industry is a significant component for both developing and
developed countries.

In this context, English is used as international language and many times is needed to
make presentations or arrangements with foreign companies.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 1 - 79

PRESENTACIÓN DE SERVICIOS TURÍSTICOS: CARACTERÍSTICAS
DE PRODUCTOS O SERVICIOS, MEDIDAS, CANTIDADES,
SERVICIOS AÑADIDOS, CONDICIONES DE PAGO Y SERVICIOS
POSTVENTA, ENTRE OTROS

Tourism industry can provide both product and service. Product is what we can sell such
as souvenirs, plane tickets, food… and service is our help or support for the tourist for
instance to organize a trip, to book a hotel or a ticket.

In this item we are going to work with:

 Tourism Services: accommodation, transport and information

 Payment terms
 After sales services

TOURISM SERVICES: ACCOMMODATION, TRANSPORT AND

INFORMATION
The three most important items to take into consideration when travelling are the
answers of these questions below:

Where to stay? ACCOMMODATION

How to get? TRANSPORT

What to visit? INFORMATION

But there are other additional services tourists can demand because they are interested
in them such as food service and car hiring.

READING
Read carefully the next text describing some tourism services features.

Unlike traditional consumer products, where a material article is delivered, which can be
touched, tasted or felt, a tourist product has limited physical content and often the only
way to assess whether it is good or bad is reduced to the service that is received.

In the tourist sector, although it is true that the client interacts with hotel facilities, means
of transport, food, etc., which are considered physical goods, the service received by the
employees with whom they are in direct contact during the trip is much more important.
For this reason, many tourism companies place special emphasis on training their workers
in order to offer the best customer experience.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 2 - 79

 VOCABULARY: TYPES OF ACCOMMODATION

 APARTMENT: a small house usually with only one bedroom or a bedsit

 BED AND BREAKFAST: service that provides a room to sleep in and a meal the next
morning in private houses and small hotels
 CAMPSITE: a place used or suitable for camping
 MOTORHOME: a vehicle with living quarters, used for camping or taking long trips
 CRUISE SHIP: a large boat that carries passengers to different places as part of a
holiday
 GUEST HOUSE: a small hotel usually runs by the person or relative that owns it
 HOSTEL: a building that provides cheap accommodation, often in rooms with
several beds, and meals for travellers
 HOTEL: a building that offers a temporary place to stay for travellers
 LODGE: a house or cabin used as a temporary residence by hunters, skiers, hikers,
or campers
 MOTEL: a cheap hotel used normally by motorist because they are next to a
roadside
 VILLA: a large house in the countryside owned by a wealthy person

A hotel leaflet:

Paradise hotel is a four-star hotel set on the banks of the Thames River, with excellent
views of the London Eye, Big Ben and the Tower Bridge. Due to its location, Paradise
Hotel provides its guests with the most varied and distinguished bars, restaurants and
theatres.

Paradise Hotel offers wonderful private gardens with a relaxing area to enjoy their
favourite cocktails.

Hotel services and facilities

 Dry cleaning / Laundry  Limousine with driver
 24-hour front desk  Boutique
 Free Wi-Fi internet in all  Meeting and conference rooms
bedrooms  Restaurant
 Babysitting  Beauty parlour
 24-hour room service  Outdoor and winter swimming
 Safety deposit boxes pools

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 3 - 79

 REMINDER

There is a great difference between services and facilities. A service implies that a
member of the staff has to do something for the guest, e.g. ironing service. On the
contrary, facilities are related to the things that make easy the guest’s stay，e.g. a
spa.

VOCABULARY: KINDS OF TRANSPORT SERVICES

Journey Vehicles Places Professionals

types

AIR Flight Plane Airport Pilot

Helicopter Terminal Flight attendant

Departure lounge

Baggage claim

Runway

WATER Cruise Cruise ship Port/harbour Steward

Liner Pier Purser

Ferry Dock

LAND Ride Train Station Driver

Journey Bus Platform Tour guide

Tour Car Track Ticket collector

Coach Carriage

Motorbike Motorway

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 4 - 79

 MEMORIZE THESE USEFUL WORDS
Here are more words and expressions.

 Train: tren
 Car: coche
 Coach: autobús turístico
 Bus: autobús
 Taxi: taxi
 Cab: taxi
 Cruise ship: crucero
 Car ferry: transbordador de coches
 Catamaran: catamarán
 Passenger boat: barco de pasajeros
 Airplane: aeroplano
 Helicopter: helicóptero
 Jet: reactor
 Station: estación
 Platform: andén
 Motorway: autopista
 Carriage: vagón
 Port: puerto
 Harbour: puerto
 Pier: muelle
 Airport terminal: terminal de aeropuerto
 Departure lounge: sala de embarque
 Baggage claim: recogida de equipaje
 Driver: conductor
 Tour guide: guía turístico
 Conductor: revisor
 Ticket collector: revisor
 Captain: capitán
 Steward: auxiliar
 Purser: sobrecargo
 Cabin crew: tripulación
 Flight attendant: asistente de vuelo
 Pilot: piloto
 Couchette: litera
 Track: vía
 Stern: popa

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 5 - 79

  Disembark: desembarco
 Fleet: flete
 Aisle: pasillo
 Arrivals concourse: zona de llegadas

GRAMMAR: BUILDING WORDS

When travelling by air you may use verbs and nouns with the same stem. Have a look to
the spelling changes.

VERB NOUN

Fly flight

Arrive arrival

Depart departure

Board boarding

Check in check-in

Check out check-out

Take off take-off

TRANSLATION EXERCISE
We’re looking for a hotel that’s good value for money.

Buscamos un hotel con una buena relación calidad precio.

The meeting room must be big enough for 100 people.

La sala de reuniones tiene que ser lo bastante grande para 100 personas.

We are going to prepare a package with all the information you need

Vamos a preparar un paquete informativo con toda la información que ustedes necesitan.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 6 - 79

 REMINDER

A TOUR OPERATOR is a person or company that organizes and sells package holidays.
A TRAVEL AGENT is a person or company that makes travel arrangements for people, for
example buying tickets, arranging hotel rooms, or selling package holidays.
A TOURIST INFORMATION OFFICER is a person who gives advice and help to tourist who are
visiting a city.
A GUIDE is a person who makes explanations about interesting places to tourists.

MEMORIZE THESE USEFUL WORDS

Please don’t hesitate to ask No duden en preguntar

That’s what I’m here for Para eso estoy

How may I help you? ¿En qué puedo ayudarle?

How long do you plan to stay? ¿Cuánto tiempo va a estar?

PAYMENT TERMS
VOCABULARY

 PAYMENT TERMS.-Condiciones de pago

 COMMISSION FEE.- Cuota de comisión
 TRAVELLER’S CHEQUE.- Cheques de viaje
 RECEIPT. - Recibo
 BILL.- Cuenta/ factura
 CASH.- En efectivo
 CURRENCY.- Moneda/ divisa
 DEPOSIT.- Depósito
 CHANGE.- Cambio
 TAX.- Impuesto
 DISCOUNT.- Descuento
 FEE.- Pago, tasa
 SUPPLEMENT.- Suplemento
 COMMISSION.- Comisión
 CHARGE.- Cobrar

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 7 - 79

AFTER-SALES SERVICES
Providing the best service to the customers is the main target for those who work in the
tourism industry.

In order to find out if the service meets the customers’ requirements and how to improve
the way we are working, we can ask our customers for a feedback.

The most common tools to get that are surveys and satisfaction questionnaire.

REMINDER

According to the OED (Oxford English Dictionary)

Survey: an investigation of the opinion or experiences of a group of people based on
a series of questions.
Questionnaire: a series of printed questions, usually with a choice of answers,
devised for a survey of statistical study.

An example of a satisfaction questionnaire:

Waterfall Travel Agency would like to thank you the opportunity to work for you. But in
order to improve our quality, please, take a couple of minutes to tell us your opinion about
our services. Please tick the appropriate box.

1.-ABOUT YOU

Male  Age: under 20 21-30 31-14 41-50 +51

Female      

2.-ABOUT YOUR HOLIDAYS

Destination.

Type of Accommodation Number of nights

Hotel  Less than 3 nights 

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 8 - 79

B&B  1-2 weeks 

Apartment  3-4 weeks 

Villa  A month 

Campsite  + a month 

3.- FLIGHTS

Rate: Excellent Good Poor

Airport check-in   

In-flight comfort   

Cabin crew   

4.- ACCOMODATION

Rate: Excellent Good Poor

Location   

Reception service   

General comfort   

Meals   

Equipment   

5.- YOUR EXPERIENCE

How do you describe your experience travelling with us? ………………………………………

……………………………………………………………………………………………………………………………….

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 9 - 79

SUMMARY
KEY SENTENCES
 Tourism industry plays an important role in the economy and employs a lot
of people.
 People in charge of tourism businesses have to be concerned about the
quality they offer.
 Tourism staff have to be polite and efficient when dealing with customers.

REMEMBER
PRODUCT is what we can sell such as souvenirs, plane tickets, food… and SERVICE is our
help or support for tourist for instance to organize a trip, to book a hotel or a ticket.

FACILITIES are the things that make it easier the guest’s stay and SERVICES are the
performances of any duties done by the staff for the guest.

A TOUR OPERATOR is a person or company that organizes and sells package holidays.

A TRAVEL AGENT is a person or company that makes travel arrangements for people, for
example buying tickets, arranging hotel rooms, or selling package holidays.

A TOURIST INFORMATION OFFICER is a person who gives advice and help to tourist who are
visiting a city.

A GUIDE is a person who makes explanations about interesting places to tourists.

GLOSSARY

24-HOUR FRONT DESK: servicio de recepción 24 horas

24-HOUR ROOM SERVICE: servicio de habitaciones 24 horas

ACCOMMODATION: alojamiento

AIRPLANE: avión

AIRPORT TERMINAL: terminal del aeropuerto

AISLE: pasillo

ALL INCLUSIVE: todo incluido

APARTMENT: apartamento

ARRIVALS CONCOURSE: vestíbulo de llegadas

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 10 - 79

BABYSITTING: servicio de guardería

BAGGAGE CLAIM: zona de recogida de equipaje

BEAUTY PARLOUR: salón de belleza

BED AND BREAKFAST: alojamiento y desayuno

BILL: cuenta/ factura

BOUTIQUE: tienda de ropa

CAB: taxi

CABIN CREW: tripulación de cabina

CAMPSITE: camping

CARRIAGE: vagón de tren

CASH: en efectivo

CHANGE: cambio

CHARGE: cobrar

COACH: autobús

COMMISSION FEE: cuota de comisión

COMMISSION: comisión

COUCHETTE: litera

CURRENCY: moneda/ divisa

DEPARTURE LOUNGE: zona de pre embarque

DEPOSIT: depósito

DISCOUNT: descuento

DISEMBARK: desembarcar

DRY CLEANING / LAUNDRY: servicio de lavandería

FEE: pago, tasa

FLEET: flota

FLIGHT ATTENDANT: auxiliar de vuelo

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 11 - 79

FULL-BOARD: pensión completa

GUEST HOUSE: pensión

HALF-BOARD: media pensión

HARBOUR: puerto

HOSTEL: hostal

HOTEL: hotel

LODGE: cabaña

MOTEL: motel

MOTORHOME: caravana

MOTORWAY: carretera

PAYMENT TERMS: condiciones de pago

PIER: puerto

PLATFORM: andén

PURSER: sobrecargo

RECEIPT: recibo

SAFETY DEPOSIT BOX: caja de seguridad

STATION: estación

STEWARD: auxiliar de vuelo

SUPPLEMENT: suplemento

TAX: impuesto

TICKET COLLECTOR: revisor

TOUR GUIDE: guía turístico

TRAIN: tren

TRAVELLER’S CHEQUE: cheque de viaje

VILLA: villa

SURVEY: encuesta

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 12 - 79

QUESTIONNAIRE: cuestionario

FLY/FLIGHT: volar/vuelo

ARRIVE/ARRIVAL: llegar/llegada

DEPART/DEPARTURE: salir/salida

BOARD/BOARDING: embarcar/embarque

CHECK IN/CHECK-IN: facturar el equipaje/facturación del equipaje

TAKE OFF/TAKE-OFF: despegar/despegue

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 13 - 79

GESTIÓN DE RESERVAS DE DESTINOS O SERVICIOS TURÍSTICOS

Once you have decided a destination, booking one of these places implies an agreement
made in advance between a customer and an agent to ensure enjoyment of that
destination.

In this item we are going to see:

 Types of destinations
 How to make a booking
 Required documents to travel
 Tourism service bookings: flights
 Confirming booking changes
 Booking cancellation
 Grammar Reference

TYPES OF DESTINATIONS
If you are thinking in your next holidays, remember there are more options than the
common “three S”: Sea, Sand and Sun, although they are a good chance to relax and enjoy
and a lot of people go to one of these destinations.

But we have other alternatives and tourism industry offers us a wide range of destinations
and experiences.

Are you looking for some health care and relaxation therapies such as spas or thermal
resorts? This is the perfect way to disconnect with your stressful life: your health holidays.

Are you younger and prefer to spend your free time going on an adventure holiday? You
are lucky because there are a lot of possibilities to do physical effort, cultural exchange
and, of course, direct contact with nature. But you have to be physically fit to face to high
risk sports.

I prefer cultural holiday, to immerse into the cultural background of the area visiting
historical buildings, museums, landmarks and the likes.

Nowadays a new way to spend your holidays could be more spiritual, because
enlightenment holidays have become fashionable. Those who prefer this type of
destination are concerned about spiritual care to balance their spirit with meditation,
yoga and others.

But perhaps the most emerging type of holidays is ecotourism that consists of educating
people and making them more aware of nature and its conservation.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 14 - 79

 REMINDER

Remember that the words “booking” and “reservation” are synonymous. However,
American English prefers the word “reservation”.

HOW TO MAKE A BOOKING

Bookings or reservations are normally made by travel agents using a Global Distribution
System (GDS) – a computer reservation system to store and obtain information about
availability, transactions and sales of tourism services around the world- and the internet
gateways, which are accessible to customers and offer direct access to hotels, rental cars
and transport tickets. However, the process for reservations made by GDS is more costly
than booking made by a client directly through tourism services website, such as a hotel
website.

READING EXERCISE
Read carefully the next text describing how to make a booking.

A travel agent usually follows a series of steps when booking a tourist destination in order
to meet the client expectations and requirements.

 Fill in an initial enquiry form with the client: offering information about
possible destinations by using promotions, brochures, asking questions…
 Record a profile with the client’s personal information.
 Printing the booking authorization form out.
 Collecting payment for an initial deposit.
 Offering travel insurance and other possible services.
 Booking verification through the GDS.
 Checking printed tickets to ensure everything is correct.
 Notify the client that tickets are ready and collecting them.

GRAMMAR NOTICE

“By + gerund”: indicates that something is done with the action indicated by the verb
in gerund: “you can save money by travelling with low cost companies!”

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 15 - 79

An example of a dialogue to ask for information:

This is a conversation in which a travel agent is asking for information to a client to fill in
the initial enquiry to make a booking.

Travel Agent: Good evening, sir. How can I help you?

Customer: Good evening. I was thinking of going away for ten days, but I don’t know
exactly where to go. Do you have anything on offer?

TA: Yes, of course, let me see. What are you looking for? Somewhere to relax or to practice
sports, adventure trekking, for example?

C: The thing is that my family and I thought of something more cultural. You know, we are
very interested in monuments and visiting places with history. I mean, something to learn.

TA: Ok. Here we are! Look at this historical sites such as Russia and Italy, for example.

C: That sounds great! Is there anything in Spain?

TA: Let me see. Yes, we have a package holiday in Andalucía visiting La Alhambra and the
Mosque of Córdoba and many other places.

C: And how much would it be for 10 days at the end of August?

TA: A moment please. That’s from 20th to 30th.

C: That’s right.

TA: That would be € 899 per person for 10 nights, including flights and half board
accommodation.

C: Well I think it’s a bit expensive but is worth!

TA: So, please, would you mind answering some questions? Could you give me your name
and date of birth?

C: Reginald Priest. October the 26th 1966.

TA: And your telephone number, please?

C: 903 887 213

TA: Thank you, I’m going to print this initial enquiry form and you have to sign here,
please. And now, I’ve just sent your booking off without any complication. Your booking
number is TQ 682. Will you be paying in cash or by credit card?

C: How much is it?

TA: €3,596, you can pay a deposit of € 400 now and the rest a week before your departure.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 16 - 79

C: OK. I prefer by credit card. Here you are.

TA: Thanks. That’s all, sir.

REQUIRED DOCUMENTS TO TRAVEL

When we are travelling we need to carry several documents even if the trip is in our
country!!

But if you are travelling abroad there are some indispensable papers and you have to
make sure you have all of them in advance. These personal documents are issued by the
government to enable people to travel and visit different countries depending on their
law.

The travel agent can give you some advice about the required documents to present to
immigration control at airport.

The passport and the identity card are the most important documents here because they
provide all the personal information needed to travel.

But there is another document, visa, which allows travellers enter to certain countries
and you have to ask for it.

And of course you should have your tickets with you to board.

In addition, if you pay for some services in advance, your travel agent will give vouchers
for you.

REMINDER

False friend. A “visa” is a document that allows people to travel to certain countries
(“visado” in Spanish)

TOURISM SERVICE BOOKINGS: FLIGHTS

BOOKING A FLIGHT

When you call travel agencies to make a reservation you have to consider factors such as
the check-in time, departure and arrival times and visa requirements if any.

It’s very important to understand all the information so if you are not sure about it ask for
a clarification. If you don’t understand something that the speaker is talking about, you

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 17 - 79

may have to interrupt him or her to repeat or explain something. You cannot wait for the
speaker to stop and ask you; maybe he or she doesn’t even know you have questions.

MEMORIZE THESE USEFUL EXPRESSIONS

Excuse me Disculpe

Could you repeat that, please? ¿Podría repetirlo, por favor?

Would you mind repeating that? ¿Le importaría repetirlo?

I didn’t get the last part No entendí el final

Could you say that again please? ¿Podría decirlo otra vez, por favor?

When would you like to come back? ¿Cuándo quiere volver?

I’d like to book a flight Quiero reservar un vuelo

My flight has been changed Mi vuelo ha sido cambiado

An example of a dialogue to deal with booking a flight:

- Good afternoon. “Happy Journey To You”. How can I help you?

* Hello. I’d like to book a flight from Cardiff to Munich on Thursday

- Right, let’s see. There are flights at 7:30 a.m. and 2:45 p.m.

* I think 7:30 is the best. What time does it arrive?

- At 10 o’clock, more or less

* That’s fine

- So that’s BA 404 from Cardiff International Airport, terminal two

* Thank you

- Not at all

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CONFIRMING BOOKING CHANGES
If you need to change a service booked in advance because of unforeseen events, you
may phone your travel agency and ask for a modification. You can modify the date, the
destination or other services.

Firstly, the travel agency has to confirm if it is possible to change meeting the new
customer’s requirements and the availability of these modifications. So they have to
make contact with the hotel or the airline. As soon as they confirm the change, they will
phone the customer again to reconfirm everything is right and ensure the customer is
completely satisfied.

A letter of confirmation:

A travel agent has made some changes for a customer and sends an email to ensure the
customer receives the new booking.

Dear Mrs Thompson,

REGARDING your phone call yesterday, I am writing to RECONFIRM the modifications

made to your booking. ATTACHED you can find a document with accommodation
changes for your holiday.

If there is something WRONG contact us as soon as possible, answering this email or on

897 658 990 during OFFICE hours (9:00 to 17:00). Do not HESITATE to ask any
question, we will be pleased to HELP you.

Thanks for travelling with us and I hope you enjoy your holiday

Best REGARDS

David Freeman

BOOKING CANCELLATION

If you are going to cancel a booking, you may phone to the travel agency or hotel or
write a formal letter to make sure the cancellation has been made. Because this is a
formal document, you have to consider the proper structure to write it.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 19 - 79

Read carefully this letter paying special attention to the structure.

Name of sender
Address of sender
City, state, zip code

Date

Name of receiver
Position of receiver
Name of hotel
Address of hotel
City, state, zip code

Dear (name of receiver),

I made a reservation for the [hotel name] on [address] for the year [year]. The
reservation number for this transaction is [c39093fg341]. I used the online system
to make my reservations and the credit card used to book this room was a
[MasterCard] with the last four digits of [7845]. I was charged a deposit of [$400], to
my credit card, upon booking this reservation.

Due to circumstances that are beyond my control, I am unable to fly to Las Vegas
for this vacation and need to cancel my reservation. According to your hotels
cancellation policy, I am entitled to a 100% refund, as I made my cancellation within
30 days preceding the reservation. I am requesting a cancellation at least nearly 60
days in advance so there should be no problems getting this reservation cancelled
and a refund of my initial deposit.

I would like the deposit to be put back on my credit card upon receipt of this letter
and to cancel the reservations. If you have any questions, please feel free to contact
me at my letter address [email protected] or on my cell phone at 555-908-4569. I
look forward to hearing from you soon.

Yours sincerely,

Signature of Sender
Printed Name of Sender

(Source: Andre Bradley, www.requestletters.com)

REMINDER

If you open a letter with Dear Sir, Dear Sirs or Dear Madam you finish it with Yours
faithfully.
If you open a letter with Dear Mr. Smith…. you finish it with Yours sincerely.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 20 - 79

GRAMMAR REFERENCE
Let’s review the use of the prepositions of time. We use them very frequently in the
context of booking different services.

AT

We use AT with times: at 5 o'clock at 11:45 at lunchtime

We also use AT in these expressions:

at night I don't like going out at night

at the week-end/at weekends Will you be here at the week-end?

at Christmas/ at Easter We give each other presents at Christmas. (Public

periods)

at the moment/ at present Mr. Jones is busy at the moment

at the same time Ann and I arrived at the same time

at the age of Tom left school at the age of 16

ON

We use ON with dates and days

on 12 March on Fridays on Christmas day (but at Christmas)

They got married on 12 March.

We also say ON Friday mornings, on Saturday nights, on Monday evenings....

IN

We use IN for longer periods of time (months, years, and seasons)

in April in 1968 in (the) winter in the 1970s

in the Middle Ages in the 18th century in the mornings

in the afternoon (but I see you on Friday morning)

To talk about how long something will last

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 21 - 79

We will stay in Barcelona for 2 days, / for a long time / for a short time

We don't use at/ on / in before LAST and NEXT:

I'll see you next Friday.

They got married last March.

SUMMARY
KEY SENTENCES
How to make a booking:

o Fill in an initial enquiry form with the client: offering information about possible
destinations by using promotions, brochures, asking questions…
o Record a profile with the client’s personal information.
o Printing the booking authorization form out.
o Collecting payment for an initial deposit.
o Offering travel insurance and other possible services.
o Booking verification through the GDS.
o Checking printed tickets to ensure everything is correct.
o Notify the client that tickets are ready and collecting them.

REMEMBER
GLOBAL DISTRIBUTION SYSTEM (GDS) is a computer reservation system to store and obtain
information about availability, transactions and sales of tourism services around the
world.

An INITIAL ENQUIRY FORM is a document or profile with all the customers’ personal
information the travel agency needs to deal with bookings as well as their preferences.

UNFORESEEN EVENTS are unexpected situations that can happen and oblige the customer
to cancel the booking.

BOOK (reservar) MAKE A BOOKING (hacer una reserva) British English

RESERVE (reservar) MAKE A RESERVATION (hacer una reserve) American English

TYPES OF DESTINATION: Three-S, ecotourism, health/adventure/cultural/enlightenment

holiday

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 22 - 79

GLOSSARY
ABROAD: en el extranjero

ADVENTURE HOLIDAY: vacaciones de aventura

AVAILABILITY: disponibilidad

BOOKING VERIFICATION: verificación de reserva

BROCHURE: folleto informativo, catálogo

COMMISSION: comisión

CULTURAL HOLIDAY: vacaciones culturales

ECOTOURISM HOLIDAY: vacaciones de ecoturismo

ENLIGHTENMENT HOLIDAY: vacaciones de espiritualidad

EXPIRY DATE: fecha de vencimiento de un documento

HEALTH HOLIDAY: vacaciones de salud

IDENTITY CARD: documento de identidad

IMMIGRATION CONTROL: control de inmigración

INITIAL DEPOSIT: depósito inicial

MEDIATOR: intermediario

PASSPORT: pasaporte

PROFILE: perfil

TICKET: billete

TRAVEL INSURANCE: seguro de viaje

VISA: Visado

VOUCHER: Bono

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 23 - 79

EMISIÓN DE BILLETES, BONOS Y OTROS DOCUMENTOS PROPIOS
DE LA COMERCIALIZACIÓN DE UN SERVICIO TURÍSTICO

From manual completion years ago to computerized forms of delivering tickets nowadays,
generating these documents to travel has changed a lot.

Both professionals and individuals are using computerized methods: travel agencies issue
the tickets using the GDS and people use the Internet (e-ticketing).

In the case of travel agencies, they have licences such as the IATA (International Air
Transport Association) to issue flight tickets, formalize the contracts or charge the
commission fee.

As intermediary, the travel agent, must explain clients the details related to the
documents issued.

In this item we are going to see:

 The issue of flight tickets

 The issue of train tickets
 The issue of ferry tickets
 The issue of vouchers
 Other important documents: Travellers’ cheque, hotel chequebook and travel
insurance.
 Grammar reference: The use of conditional sentences.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 24 - 79

THE ISSUE OF FLIGHT TICKETS
The flight ticket is nominal and non-transferable, that is to say, only the person whose
name is shown on the ticket will be allowed to fly.

Transitional Automated Ticket TAT

The TAT is a multi-copy carbonized paper ticket normally issued by airline offices
according to the description in IATA resolution 722.

Automated Ticket Boarding pass (ATB)

The boarding pass is the document an airline gives to the passenger when checking in.
With this document the passenger has permission to enter the restricted area of an
airport and to board the plane for a particular flight. It has the name of the passenger, the
flight number, and the date and scheduled time for departure. Nowadays it is very
common that the passengers can check in online and print the boarding pass themselves.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 25 - 79

 REMINDER

08/05/2019 in British English is the 8th of May DAY + MONTH + YEAR in UK

08/05/2019 in American English is August the 5th MONTH + DAY + YEAR in US

E- ticket

Unlike the other documents explained above, the e-ticket is electronic, not printed, but
shows similar information. The passengers have to show it from the screen of an
electronic device as a mobile phone.

MEMORIZE THESE USEFUL WORDS

Issuing tickets Emisión de billetes

Check- in point Lugar de facturación

Boarding pass Tarjeta de embarque

Boarding gate Puerta de embarque

Seat assignment Asiento designado

E- Ticket Billete electónico

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 26 - 79

Nominal nominal

Non-transferable intransferible

Arrival llegada

Departure salida

Scheduled time hora programada

Flight vuelo

Magnetic stripe banda magnética

Dates of the journey fechas del viaje

Origin and destination origen y destino

Travel agency coupon cupón de la agencia de viajes

Flight coupons cupones del vuelo

Passenger coupon cupón para el pasajero

Restrictions restricciones

Location localización

Record locator localizador de reserva

Plane’s flight number número de vuelo

Fare basis base de tarifa

Baggage allowance límite de equipaje

READING COMPREHENSION
COMPUTER RESERVATION SYSTEM

The abbreviation CRS stands for Computer Reservation System and consists of a
computerized scheme used to store and retrieve information and carry out transactions
related to travel.

Originally designed and operated by airlines, they were later extended to travel agent as
a sales channel. Major CRS operations are also known as Global Distribution System (GDS).
Many systems are now accessible to consumer through internet gateways for hotels,
rental cars, and other services as well as airline tickets.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 27 - 79

Today, each system allows an operator to locate and reserve inventory (for instance an
airline seat on a particular route at a particular time), find and process fares / prices
applicable to the inventory, generate tickets and travel documents, and generate reports
on the transactions for accounting or marketing purposes.

(Extract from Tourism, Robin Walker and Keith Harding)

THE ISSUE OF TRAIN TICKETS

The format for both train and flight tickets is very similar but train tickets are normally
issued in paper. However, there is a very significant difference: train tickets are not
nominal documents, the passenger’s information is not shown.

Thanks to computerized systems such as GDS, SIRE and Savia Amadeus, the issue of train
tickets is increasing a lot.

When issuing train tickets, you have to take into account the following features:

o Journey
o Type of train: suburban, long-distance train, intercity, high- speed train…
o Class: club class, business class, economy class.
o Date of departure and time/date of arrival and time
o Vouchers

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 28 - 79

THE ISSUE OF FERRY TICKETS

As flight tickets, ferry tickets are nominal and non-transferable and they are printed. Ferry
tickets are issued by travel agents and rarely on boats.

The class is specified in the ferry ticket: luxury, second or third or deck class depending on
the price and the services provided.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 29 - 79

THE ISSUE OF VOUCHERS
Vouchers are used in the tourism sector primarily as proof of a named customer's right to
take a service at a specific time and place. Service providers collect them to return to the
tour operator or travel agent that has sent that customer, to prove they have given the
service. So, the life of a voucher has the next stages:

1. Customer receives vouchers from tour operator or travel agent for the services
purchased.
2. Customer goes to vacation site and forwards the voucher to the related provider
and asks for the service to be provided.
3. Provider sends collected vouchers to the agent or operator that sends customers
from time to time, and asks for payment for those services.
4. Uncollected vouchers do not deserve payment.
5. Once checked the details, the travel agency or the provider proceed to pay the
invoice sent by the supplier.
When a reservation is made through the internet, customers are often provided a voucher
through email or a web site that can be printed. Providers customarily require this
voucher be presented prior to providing the service.
There are three types of vouchers:
Service Voucher, exchangeable no more than for the services specified in it.
Confirmation Voucher. With information about the service and the amount of money that
has to be paid by the customer to the service supplier.
Full credit Voucher. It covers every service required by the client.
(Extract from www.bemoneyaware.com)

MEMORIZE THESE USEFUL WORDS

Service voucher Bono de servicio

Confirmation Voucher Bono de reserva
Full credit Voucher Bono completo
Travel Agency stamp Sello de la agencia de viajes.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 30 - 79

OTHER IMPORTANT DOCUMENTS: TRAVELLERS’ CHEQUE,
HOTEL CHEQUEBOOK AND TRAVEL INSURANCE
Travellers’ cheque is the safest way of carrying money when travelling around the world.
They are similar to bank cheques in format and are issued by a bank, but the amount of
money is printed. They have to be signed to pay for a service.

Hotel chequebooks. They enable the customers to stay at a number of hotels paid in
advance. The customers can use them during a certain period of time free of any extra
charge.

Travel insurance. In order to avoid unforeseen circumstances when travelling, it is

advisable to take out insurance that covers the traveller against accidents, illnesses, lost
or damaged baggage and trip cancellation.

The most common and advisable travel insurance coverages are:

 Medical expenses
 Travel delays and trips cancellation or interruption
 Missed connections
 Lost or damaged baggage
 Emergency evacuations
 Flight accidents

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 31 - 79

 REMINDER

Travel Agents issue hotel chequebooks and travel insurances. However, banks are in
charge of issuing travellers’ cheque.

MEMORIZE THESE USEFUL EXPRESSIONS

The travel insurance covers el seguro de viaje cubre

Policy póliza

Loss pérdida

Reimburse reembolsar

Expenses gastos

Foresee prever

Cancellation cancelación

Financial loss pérdida económica

The expenses of hospital gastos de hopital

Journey viaje

GRAMMAR REFERENCE: THE USE OF CONDITIONAL SENTENCES

If Sentences
We use IF to describe actions or situations that are conditional on other events. The IF
clause describes the condition, while the main clause describes the action or
consequence.

General facts, if + present simple, Present simple (or imperative)

If you require a special diet, please let us know
If you have a problem during the journey, tell the driver at the earliest possible moment

Conditions. If + Present Simple or continuous, will + infinitive without to.

If you are travelling alone, you will have to pay a surcharge for your room
If you decide to stay for longer than a month, we will offer a discount in the voucher.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 32 - 79

It is not necessary to begin the sentence with the IF clause.
We will offer you a 50 % refund if you cancel your holiday
Note that there is no comma between the two parts of the sentences when you the IF
part is in the second part of the sentence.

SUMMARY
KEY SENTENCES
o TAT stands for Transitional Automated Ticket and is a multi-copy carbonized paper
ticket issued by airline offices.
o ATB stands for Automated Ticket Boarding Pass and is a document given by an
airline to the passenger at the time of checking in.
o CRS stands for Computer Reservation System and is a computerized scheme used
to store and retrieve information to carry out travel transactions.
o Flight and ferry tickets are NOMINAL and NON-TRANSFERABLE, however train tickets
are not nominal.

REMEMBER
o A nominal and non-transferable document allows its use only for the person
whose name is printed on.
o Be careful with the dates printed on tickets. British English writes day + month +
year but American English writes month + day + year.
o ISSUE is a verb (expedir) and a noun (expedición). ISSUANCE is only a noun
(expedición). A document IS ISSUED (un documento se expide)

GLOSSARY
ARRIVAL: llegada

BAGGAGE ALLOWANCE: límite de equipaje

BOARDING GATE: puerta de embarque

BOARDING PASS: tarjeta de embarque

CANCELLATION: cancelación

CHECK- IN POINT: lugar de facturación

CONFIRMATION VOUCHER: bono de reserva

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 33 - 79

DECK CLASS TICKET: billete en cubierta

DEPARTURE: salida

E- TICKET: billete electrónico

EXPENSES OF HOSPITAL: gastos de hospital

EXPENSES: gastos

FARE BASIS: base de tarifa

FINANCIAL LOSS: pérdida económica

FLIGHT COUPONS: cupones del vuelo

FORESEE: prever

FULL CREDIT VOUCHER: bono completo

ISSUING TICKETS: emisión de billetes

JOURNEY: viaje

LOCATION: localización

LOSS: pérdida

MAGNETIC STRIPE: banda magnética

NOMINAL: nominal, consta el nombre de la persona en el documento

NON-TRANSFERABLE: intransferible

PASSENGER COUPON: cupón para el pasajero

PLANE’S FLIGHT NUMBER: número de vuelo

POLICY : póliza

RECORD LOCATOR: localizador de reserva

REIMBURSE: reembolsar

RESTRICTIONS: restricciones

RETRIEVE INFORMATION: recuperar información

SCHEDULED TIME: hora programada

SEAT ASSIGNMENT: asiento designado

SERVICE VOUCHER: bono de servicio

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 34 - 79

SURCHAGE: recargo, cargo adicional

TRAVEL AGENCY COUPON: cupón de la agencia de viajes

TRAVEL AGENCY STAMP: sello de la agencia de viajes.

VOUCHER: cupón, bono

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 35 - 79

NEGOCIACIÓN CON PROVEEDORES Y PROFESIONALES DEL
SECTOR DE LA PRESTACIÓN DE SERVICIOS TURÍSTICOS

Negotiations are very important in the tourism industry. Tour operators are wholesalers,
they buy the travel services from suppliers in bulk at a lower price and after that they
offer them to travel agencies or customers. To deal with all of this process, they have to
negotiate with many professionals.

The target is to reach an agreement, a profitable deal.

In this item we are going to see:

 Elements in negotiation: stages and language.

 Tourism services suppliers and professionals’ negotiations: hoteliers, airlines,
ancillary services.
 Grammar reference: practice of some grammar structures using modal verbs
applied to negotiating.

ELEMENTS IN NEGOTIATION: STAGES AND LANGUAGES

Negotiation is key to obtain a good deal. That means you have to discuss or bargain with
others in order to get the best agreement for your business. When negotiating there is
always a ZOPA (Zone Of Possible Agreement) for both parts which have to get the BATNA
(Best Alternative To a Negotiated Agreement).

Nevertheless, negotiating is not only to speak, but to listen and see. Verbal
communication skills are as important as non-verbal communication attitude.

Stages in negotiations

We all agree if consider the negotiation as one of the most stressful moments. Tour
operators have to deal with many different aspects so they must pay special attention to:

o Collect as much information as they can about customers’ needs. So they need to
ask a lot of questions to know what the customer likes or needs.
o Have different alternatives to the previous idea.
o Take into consideration some concessions (“win-win”) to the other.
o Close the agreement with good conditions for both sides.
o Reach the best deal.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 36 - 79

 READING COMPREHENSION
Read the next text explaining the stages in a negotiation:

o Preparation stage. It is very important to be prepared and know everything about

the points to discuss. On the contrary, negotiations would end up in a failure.
o Setting the agenda stage. Make clear all the tasks to be discussed and determine
the reasons for each item.
o Clarification of ideas stage. Referenced to what has been said can be made to
improve the real comprehension of arguments to avoid misunderstandings.
o Disagreement with the other side stage. When one of the sides disagrees with
the other, it is suitable to give alternatives and choices.
o Making concessions stage. In order to create an equal situation in which both
sides win, making concessions could be the solution.
o Bargaining stage. This is the real core of the negotiation. It is advisable to connect
the things required by both sides and then offer them as a unit.
o Final stage. When putting an end to a negotiation, it is suitable to make a short
summary of what has been discussed to make clear the points reached and
agreed.

(Extract from Best negotiating practices by Whatershed Associates)

NEGOTIATION LANGUAGE
To get a good understanding when we are negotiating, the way you use the language is
very important. We have to use the correct grammar and vocabulary as well as key
sentences to reinforce what you mean. Clear expressions to avoid ambiguity is a plus, too.

There are useful expressions you may use to enhance the way you are negotiating. Have
a look to the table below.

STAGE OF NEGOTIATION GRAMMATICAL STRUCTURES

PREPARATION What about if we…?

We should work on …. and discuss about….

Would you like to fix a deadline?

What about a date?

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 37 - 79

 SETTING THE AGENDA I would like now to begin by suggesting the following
agenda

I would like to focus on….

I think we should revise……

I suggest we should pay attention to….

To start with, I think we should establish the overall

procedure

Is this okay with you?

CLARIFICATION OF IDEAS Let me tell you that….

Am I right in thinking that …?

Last time, we talked about….

Can we summarize your position up to this point?

Are you suggesting that …

What is the reason for…..?

What do you mean?

Can you give me another example?

Could you be more specific?

If I understood you correctly …

What exactly do you mean by …?

I’m not sure I fully understand your point

Could you clarify one point for me?

Could you be more specific?

Can we summarize your position up to this point?

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 38 - 79

 DISAGREEMENT I strongly disagree with…..

I am totally against ….

That’s not exactly how I look at it

I think this is not a good idea

If you look at it from my point of view…

I have some reservations about that…

From my perspective…

I’m afraid we couldn’t agree to that…

I am so sorry but I don’t agree

Unfortunately, we can’t do that

MAKING CONCESSIONS We are ready to accept your offer; however, there

would be one condition

If you………. we are willing to…..

In return for this, would you be willing to …?

We could possibly ……..

We can do that providing that……

If you were prepared to …, we might be able to…

Would you be willing to accept a compromise?

BARGAINING If it works, we will increase

That could be ok if you guarantee……

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 39 - 79

 CLOSURE This agreement is acceptable to us

Right, we have a deal

We have an agreement then

I think we can both agree that…

I agree with you on that point

I think that would be acceptable

I think we have reached an agreement here

That sounds reasonable

I think we have a deal

I can agree to that

MEMORIZE THESE WORDS

Alternatives alternativas, opciones

Concessions concesiones

Bargain regatear, negociar

Demands exigencias

Goal meta, objetivo

Guarantee garantía

Tailor-made holiday vacaciones a medida

Downside inconveniente, desventaja

Cope with solucionar, manejar

Refuse rechazar

Fulfil cumplir

Foreign extranjero

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 40 - 79

Body language

When we say “body language” we mean some non-verbal communication attitudes such
as facial expressions, postures, gestures and eye contact. When we are negotiating we
should pay especial attention of them, not only our body language but the others!!

We can convey and persuade better thanks to the body.

REMINDER

Did you know that communication consists of around 80 % body language and 20%
just words?

The table below shows some possible postures, gestures and contacts and their
meanings.

BODY LANGUAGE MEANING

Incline forward Interest

Avoiding eye contact Lying , lack of interest

Uncrossed arms Openness, honesty

Hands in pockets Something to hide

Serious eye contact Intimidation

Upright posture Confidence

Curved posture Lack of confidence

Eye contact Confidence, credibility

Crossed arms Defence, distance

The first impression will mark the direction and tone of the meeting, so body language is
really important. From this point of view if you know how to give the hand properly is an
advantage.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 41 - 79

Use your eyes to communicate. You should try to look at the other person directly in their
eyes but without bothering them, and remember that a fixed look in the eyes can be
interpreted as a sign of aggression and a sideways glance is interpreted as a lie.

Project confidence with your body's posture. This is vital and may make you remember
the advice you were told to sit up straight with your back straight. You should not lean on
the table and of course not lean back in the chair.

TOURISM SERVICES SUPPLIERS AND PROFESSIONALS’ NEGOTIATIONS:

HOTELIERS, AIRLINES, ANCILLARY SERVICES
Tour operators deal with a lot of professionals such as airline companies, hotel chains and
suppliers. They try to get the best prices and quality buying in bulk. They usually start with
the negotiations a year in advance.

In this section we will revise the negotiations with hoteliers, airlines and have a revision
of ancillary services.

Hoteliers negotiations

READING COMPREHENSION
Read carefully the next text regarding the hotelier’s negotiations.

Tour operators have to take into account the type of contract they prefer even before
closing the deal. The may want an allocation contract, in which they pay for an estimated
number of rooms to be sold or a fixed contract, that consists of paying for a fixed number
of rooms regardless of how many will be sold.

During the negotiation there are some important items to bear in mind:

o Know the rack rate of the hotel.

o Check how many rooms for groups the hotels have.
o Propose a quote or estimate first in order to bargain possible discounts or
concessions later.
o Ask for specific concessions to meet your customers’ requirements (large rooms,
farewell parties, free consumptions…) to prepare your rooming list.
o Don’t forget a complimentary room for tour guides or drivers.
o Send a written formal letter to confirm both sides agree.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 42 - 79

 MEMORIZE THESE WORDS
Allocation contract Contrato de asignación

Tour operators Turoperadores

Negotiation Negociación

Hoteliers Hoteleros

Consumptions Consumiciones

Fixed contract Contrato fijo

Rack rate Precio público de la habitación

Quote Presupuesto /presupuestar

Complimentary room Habitación sin cargo

Rooming list Lista de huéspedes y tipo de habitación y servicios

proporcionada por el hotel

Airlines negotiations

READING COMPREHENSION
Read carefully next text regarding airlines negotiations.

When the negotiation is with an airline company, tour operators may consider the
following key aspects:

o The length of the journey (long-haul and short-haul flights)

o Number of seats booked
o Fuel price
o On-board extras
o Times of arrival and departure
o Airports to be used

Speaking about air journeys and considering the constant changes in the price of the
barrel of oil, the tour operator will try to get lowest prices to make sure the profits.
Besides, nowadays customers can buy the tickets directly from the airline company via
Internet so the competition is high.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 43 - 79

 REMINDER

Airlines have agreed in giving no commission to travel agents for air tickets sales. As
a consequence, travel agents charge an amount of money on customers for this sort
of sales.

MEMORIZE THE USEFUL EXPRESSION

Long-haul flight journeys over six or more hours. Long distances

Short-haul flight journeys fewer than three hours. Short distances

Stopover a stop or brief stay in the course of the journey

Landing and taking-off charges fees paid by the airline company to an airport for
using its facilities

Turnaround time time spent between the plane lands and takes off

Low cost carrier more economical airline company

Ancillary service negotiations

Ancillary services are all the additional services the customers could need when spending
their holidays. They are extra services but customers demand them a lot and for this
reason tour operators are very concerned about providing as many ancillary services as
they can.

Ancillary services are a good tactic to be shown on travel brochures.

Some of them could be:

o Coach transfer from and to airport and hotel.

o Tour guiding at the destination city.
o Food and beverages on board.
o Theatre and other shows tickets.
o Travel insurance sold by travel agents as intermediaries between insurance
companies and the customer.

Tour operators know that the quality of the ancillary services plays an important part
when they are selling a package holiday. Nowadays there are specialized companies
offering these services and the business is increasing.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 44 - 79

 READING COMPREHENSION
Similar negotiations will take place with locally based incoming operators and coach
companies to provide coach transfers between airport and hotels, and any optional
excursions. Car hire companies may also be approached to negotiate commission rates
on sales to the tour operator’s clients, and for tailor-made transfers between airport and
hotel.

The reliability and honesty of the local operator is an important issue here. Some smaller
tour operators in the UK may not be in a position to employ their own resort
representatives initially, hence their image will depend upon the level of service provided
by the local operator’s staff.

If the local company is also operating optional sightseeing excursions, procedures for
booking these and handling the finances involved must be established, and it should be
clarified whether qualified guides with a sound knowledge of the English language are to
be employed on the excursions. If not, tour operators must reassure themselves that all
driver couriers will be sufficiently fluent in the English language to do their job effectively
for the company.

Holloway, C.& Taylor, N.: The Business of Tourism (p 503)

Essex: Prentice Hall, 2006

GRAMMAR REFERENCE: PRACTICE OF SOME GRAMMAR STRUCTURES

USING MODAL VERBS APPLIED TO NEGOTIATING

We use should or shouldn’t go give advice or make suggestions.

You should follow up all our instructions

You shouldn’t be so impatient

We use have to or need to say that something is necessary or very important.

I think you have to pay a sales commission

I need to find a ticket quickly

We use don’t have to or don’t need to if something is not necessary.

You don’t have to agree at the very first time if you consider so
If you reserve now you don’t need to pay until next month

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 45 - 79

Must is similar to have to.

You must feel confident and sure about yourself

But mustn’t is not the same as don’t have to. We use mustn’t to say that somebody is not
allowed to do something.

You mustn’t smoke on a plane. It is forbidden

SUMMARY
KEY SENTENCES
o The main stages in a negotiation are:
 Preparation
 Setting the agenda
 Clarification of ideas
 Disagreement
 Making concessions
 Bargaining
 Closure
o How to negotiate is key to reach a good agreement.
o ZOPA is the Zone Of Possible Agreement.
o BATNA is the Best Alternative To a Negotiated Agreement.
o Use clear expressions to avoid ambiguity when you are in a negotiation.
o Body language means some non-verbal communication attitudes such as:
 Facial expressions
 Postures
 Gestures
 Eye contact
o Project confidence with your body’s posture.

REMEMBER
Allocation contract is that in which tour operators pay for an estimated number of rooms
to be sold, and a fixed contract consists of paying for a fixed number of rooms regardless
of how many will be sold.

Be careful when using these verbs:

o Discuss: to consider comments or other opinions to talk over in order to get

possible solutions.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 46 - 79

 o Argue: to present or state reasons for or against something. It can be used as
quarrel or dispute.
o Bargain: to negotiate for getting the lowest price.
o Deal with: to take action on something or to do business with someone.
o Cope with: to face and deal with responsibilities, problems or difficulties
successfully or in an adequate manner.
o Face to: confront something.
o Don’t agree is more polite than disagree.

Ancillary services are well-considered by customers.

GLOSSARY
ALLOCATION CONTRACT: contrato de asignación

ALTERNATIVES: alternativas, opciones

ANCILLARY SERVICES: servicios auxiliares

AVOID MISUNDERSTANDINGS: evitar malentendidos

BARGAIN: regatear, negociar

COMPLIMENTARY ROOM: habitación sin cargo

CONCESSIONS: concesiones

CONSUMPTIONS: consumiciones

COPE WITH: solucionar, manejar

CORE: núcleo

DEADLINE: plazo límite

DEMANDS: exigencias

DOWNSIDE: inconveniente, desventaja

DRIVER COURIERS: conductores, servicio de mensajería

ENHANCE: mejorar

ESTIMATE: presupuesto

FAILURE: fallo, fracaso

FIXED CONTRACT: contrato fijo

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 47 - 79

FOREIGN: extranjero

FULFIL: cumplir

GOAL: meta, objetivo

GUARANTEE: garantía

HOTELIERS: hoteleros, empresarios de la hostelería

IN BULK: al por mayor, en grandes cantidades

LANDING AND TAKING-OFF CHARGES: tasas para aterrizar y despegar que pagan las
líneas aéreas a los aeropuertos

LONG-HAUL FLIGHTS: vuelos de larga distancia

LOW COST CARRIERS: compañías aéreas de bajo coste

NEGOTIATION: negociación

PACKAGE HOLIDAY: paquete turístico

QUOTE: presupuesto /presupuestar

RACK RATE: precio público de la habitación

REFUSE: rechazar

RETAILER: minorista

ROOMING LIST: lista de huéspedes y tipo de habitación/servicios proporcionados

SHORT-HAUL FLIGHTS: vuelos de corta distancia

SIGHTSEEING: hacer turismo

STOPOVER: escala

TAILOR-MADE HOLIDAY: vacaciones a medida

TOUR OPERATORS: tour operadores

TURNAROUND TIME: tiempo de espera desde que el avión aterriza hasta que vuelve a
despegar

WHOLESALER: mayorista

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 48 - 79

GESTIÓN DE RESERVAS DE HABITACIONES Y OTROS SERVICIOS
DEL ESTABLECIMIENTO HOTELERO

Perhaps the first thing travellers think about is where to stay during their holiday to book
the hotel in advance. They can reserve by the Internet (the most common way these
days), by phone directly with the hotel or writing a reservation letter.

In this chapter we are going to see:

 Room reservations
 Hotel services reservations

ROOM RESERVATIONS
We are going to focus on three different ways to book a room:

o A reservation letter
o Online reservation
o Via phone

Hotel room reservation letter

If you decide to book a hotel room writing a letter, you can avoid some misunderstandings
in dates, the types of rooms or the number of people you want to reserve as well as you
will have a document to ensure you booked in these terms.

First of all, you have to check the type of the hotel and if it meets the services and facilities
you require.

A possible structure could be as follows:

o Salutations. It is the opening of the letter with phrases such as “Dear Sir or
Madam” or “To whom it may concern”.
o Dates, Times and Number of nights. You have to specify the arrival and departure
dates; both are important for the hotel staff to prepare the rooms in advance. In
the hotel business they count the number of nights.
o Number of people who are going to stay in the hotel. If there are children, age
must be specified.
o Room type. Single room, double room, suite, with bathroom, room with views….
o Meals. Bed and breakfast, half board, full board, all inclusive…
o Facilities and services required such as hairdryer, minibar, safe deposit box, air-
conditioning, cot…

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 49 - 79

 o Contact information. Customer’s full name, telephone number, e-mail, type of
credit card, credit card number, expiration date (if necessary)
o Thanks. It is the end of the letter, with phrases such as “Thank you in advance”,
“I look forward to hearing from you” “Yours faithfully” and so on.

REMINDER

Depending on the way you open the letter, you will have to close it with certain
closures:
Dear Sir or Madam/to whom it may concern > Yours faithfully
Dear Mr. X or Ms. X > Yours sincerely

Online hotel room reservation

If you prefer to make a room reservation via the Internet, you may follow these steps:

o Search on the Internet the different websites you have: the hotel itself or any
other specific websites such as Trivago, Kayak or the likes.
o Display the booking form.
o Complete all the information required according to the dates and rooms
available.
o Submit the booking form.
o Keep the confirmation. You can print it out or save it on your mobile. A receipt of
payment will be sent to your email to be presented at the check-in desk.
o Sometimes a confirmation within a period of time is required, for example one
week before your arrival.

READING
There are a lot of different booking forms. This is an example of a Hotel Reservation Form.
Read it carefully to be familiar with the template.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 50 - 79

 Company:
Phone No.
Hotel Reservation Form
Email:
Address:

Customer: Date:
Email: Phone:
Address:
Accompanying Guest(s):
Email: Phone:
Address:
Arrival Date: Arrival Time:
Departure Date: Departure Time:

Hotel Location: No. of Rooms:

 Room Type 1:  Single Room  Double Room
 Room Type 2:  Single Room  Double Room
 Room Type 3:  Single Room  Double Room
 Room Type 4:  Single Room  Double Room

Payment:  Card  Check  Cash Card/Check No:

Name: Card Valid Through:
Invoice No: Base Price:
Service Charge: Tax:

Special
requests

SUBMIT

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 51 - 79

Hotel book reservation via telephone

If you are working at the reception desk of a hotel you will have to take telephone
bookings (reservations).

Reservations are important because they are the first contact the guest has with the hotel.
The staff must convey the image of the hotel through appropriate words which are highly
conventionalised and attitude which must be polite, enthusiastic and helpful at all times.

The information the hotel will have to provide refers to:

o Type of establishment
o Facilities offered
o Other services available…

The information the hotel will have to obtain from the guest is:
o The arrival date
o The departure date
o The number of people coming
o The name under which the reservation is to be made
o Any special requirements (cradle, extra bed, wheelchair access…)
o The method of payment (credit card number)

GRAMMAR REFERENCE

The verb tense used to ask for the date and the method of payment is the future
continuous (will + be + main verb with –ing):
When will you be arriving? / How will you be paying?

VOCABULARY
Can I help you? / May I help you? /How can I help you?
¿En qué puedo ayudarle?
I’d like to reserve / I’d like a room
Me gustaría reservar una habitación
What kind of room would you like?
¿Qué tipo de habitación quiere?

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 52 - 79

 Single room / double room
Individual/doble
When will you be arriving?
¿Cuándo llegarán?
I’m afraid we’re totally booked for that weekend
Me temo que estamos completos ese fin de semana
For how many nights?
¿Para cuántas noches?
Can I take your name, please? /What’s your name, please? / Could you tell me
your name, please?
¿Su nombre, por favor?
We take credit card or cash
Aceptamos pago con tarjeta o en efectivo
I can confirm your reservation / Your reservation has been done
Confirmo su reserva/su reserva se ha hecho
How will you be paying?
¿Cómo pagará?
What’s the card number, please?
¿Cuál es su número de tarjeta, por favor?
How much is it per night?
¿Cuánto es la noche?
Can I take your details?
¿Puedo tomarle unos datos?
Thank you for calling
Gracias por llamar

Example of a phone call to make a reservation:

This is an example of a phone call to Central Hotel to make a reservation.

Receptionist.- Good morning, Central Hotel. Can I help you? (noise). Hello, we seem to
have a very bad line. Can you speak up a little?

Man.- My name is Curtis. I’d like to make a reservation.

Receptionist.- That’s better, sir. Could you spell your name, please?

Man.- C-U-R-T-I-S

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 53 - 79

Receptionist.- I’m sorry, I didn’t catch the last letter.

Man.- S, for Sidney

Receptionist.- That’s right, thank you, Mr. Curtis. When are you looking for?

Man.- For three nights in January. I say the 21st

Receptionist.- From January the 21st until 23rd . Is it just for you?

Man.- No, for me and my wife and another couple. We’d like two double rooms.

Receptionist.- Excuse me, sir, I didn’t catch that. This line’s really bad.

Man.- There are four of us. We’d like two double rooms.

Receptionist.- Two rooms for three nights from January the 21st. Is that right?

Man.- Yes, that’s right. What’s the address of the hotel?

Receptionist.- It’s Regent Avenue 40, just opposite the Royal Theatre. Can I have your
telephone number?

Man.- Yes, it’s 789 665 432

Receptionist.- Thank you, Mr. Curtis. We’ll hold the rooms until 6 p.m.

Man.- Thank you. Bye.

MEMORIZE THE USEFUL EXPRESSIONS

Could you tell me your name, please?

¿Me podría decir su nombre, por favor?

When would you like to come?

¿Cuándo querría usted venir?

Would it be a single room, sir?

¿Sería una habitación individual, señor?

Could you give us your credit card details, please?

¿Me podría dar los datos de su tarjeta de crédito, por favor?

Could you tell me the card number?

¿Me podría decir el número de tarjeta?

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 54 - 79

Could you tell me the expiry date, please?

¿Me podría decir la fecha de caducidad, por favor?

Would you tell me what the name of the card is?

¿A nombre de quién está la tarjeta?

HOTEL SERVICES RESERVATIONS

A hotel can offer to its guests a wide range of services such as conference facilities or
others to entertain them. The more facilities and services the hotel provides, the better
the guests will stay.

If a company is looking for a good hotel to hold a conference with their employees, they
appreciate facilities and services such as large meeting rooms, translation service, OHP,
shuttle service, catering service, audio-visual equipment, flip chart, laptops, Wi-Fi
connection, break-out room… In this case the company may reserve in advance all the
services it needs to carry out the conference.

Besides, the guests may choose a hotel because of the services and facilities it can offer
during their stay. These services will make their stay more pleasant. The most required
services are swimming pool, sauna and gymnasium for those concern about their health;
play area, funny shows and babysitting for guests travelling with children; pet services for
animal lovers and specific atmospheres such as chill out areas or haute cuisine
restaurants.

Some hotels offer off-site services. These services take place out of the hotel but the hotel
staff is in charge of giving information and arranging reservations for guests. Excursions,
horse riding, adventure activities, sightseeing tours are paid as extra services at the hotel.

READING COMPREHENSION
Read this text about conference venue services.

Travelling on business has increased over the last years. A lot of people are travelling to
attend conferences, congresses, and exhibitions and also incentive travel to those who
have met the objectives for the company.

For this reason, tourism industry has developed some installations and offers services and
facilities to attract this kind of tourism.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 55 - 79

Some of the services needed to hold this kind of events are audio-visual equipment, flip
charts, laptops, photocopiers, translation services, OHP (overhead projector), car hire,
shuttle bus and others.

Companies have to book in advance to arrange these professional events and look for
hotels that meet all of their requirements. That means that hotels will be able to make
business and profits not only during the high season, summer for example, but all the year
long.

MEMORIZE THE USEFUL EXPRESSIONS

Audio-visual equipment Equipamiento audio visual

Flip chart Rotafolio

Laptop Ordenador portátil

Printer Impresora

Secretarial services Servicios de secretaría

Translation services Servicios de traducción

Video-conference Videoconferencia

Digital projector Proyector digital

Wi-Fi Conexión a Internet sin cable

Photocopier Fotocopiadora

Break-out room Zona de descanso

SUMMARY
KEY SENTENCES

o First of all, the customers should check the type of the hotel and if it meets their
requirements. Last step is the confirmation of their booking.
o There are different ways to make a booking: Internet, a formal letter or a phone
call.
o In hotel business they count the number of nights.
o Booking on the Internet is easier and more economical.
o Travelling on business means good profits for hotels all the year long.
o Useful sentences at the reception:

 How can I help you?

 What kind of room would you like?

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 56 - 79

  When will you be arriving?
 For how many nights?
 How will you be paying?
 Can I take your name, please?
 I can confirm you reservation
 Thank you for calling

REMEMBER

When the salutation in a formal letter is DEAR SIR/MADAM/TO WHOM IT MAY CONCERN, the
closing is YOURS FAITHFULLY.

The verb tense used to ask for the date and the method of payment is the future
continuous (will + be + main verb with –ing):
When will you be arriving? / How will you be paying?

GLOSSARY
ACCOMMODATION: alojamiento

ALL INCLUSIVE: todo incluido

ALL THE YEAR LONG: durante todo el año

ARRIVAL: llegada

ATTEND CONFERENCES: acudir a conferencias

AUDIO VISUAL EQUIPMENT: equipamiento audio visual

AVAILABLE: disponible

AVOID MISUNDERSTANDINGS: evitar malentendidos

BABYSITTING: servicio de guardería

BED AND BREAKFAST: alojamiento y desayuno

BOOKING FORM: formulario de reserva

BREAK-OUT ROOM: zona de descanso

CHECK-IN DESK: mostrador de recepción

COT: cama supletoria

CRADLE: cuna

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 57 - 79

DEPARTURE: salida

DIGITAL PROJECTOR: proyector digital

DOUBLE ROOM: habitación doble con cama de matrimonio

EXPIRATION DATE: fecha de caducidad de un documento

FLIP CHART: rotafolio

FULL BOARD: pensión completa

GUEST: huésped

HALF BOARD: media pensión

HAUTE CUISINE: alta cocina

HIGH SEASON: temporada alta

HOLD A CONFERENCE: celebrar una conferencia

HORSE RIDING: paseo a caballo

INCENTIVE TRAVEL: viaje de incentivos

INCONVENIENCE: inconveniente

LAPTOP: ordenador portátil

LAST-MINUTE CHANGES: cambios de última hora

LONG WEEKEND: puente

LOW SEASON: temporada baja

MOVE ON: cambiar a otro tema

OHP (overhead projector): proyector

PHOTOCOPIER: fotocopiadora

PRINTER: impresora

RATE PER NIGHT: tarifa por noche

SEARCH: buscar (en Internet)

SECRETARIAL SERVICES: Servicios de secretaría

SHUTTLE SERVICE: servicio de conexión (con estación, aeropuerto…)

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 58 - 79

SIGHTSEEING TOURS: visitas turísticas guiadas

SINGLE ROOM: habitación individual

SUBMIT: enviar (solicitud por Internet)

SUITE: suite (habitación de lujo con varias dependencias)

TEMPLATE: plantilla, formulario

TRANSLATION SERVICES: servicios de traducción

TWIN ROOM: habitación doble con dos camas individuales

VACANCIES: plazas disponibles

VENUE: lugar donde se celebra un evento

VIDEO-CONFERENCE: videoconferencia

WHEELCHAIR ACCESS: acceso con silla de ruedas

WIDE RANGE: amplia gama

WI-FI: conexión a Internet sin cable

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 59 - 79

CUMPLIMENTACIÓN DE DOCUMENTOS PROPIOS DE LA GESTIÓN
Y COMERCIALIZACIÓN DE UN ESTABLECIMIENTO HOTELERO

There are a lot of documents and papers related to the management of a hotel
establishment.

A desk clerk must bear in mind that he/she represents the first impression that guests
obtain when arriving at a hotel, but they are also the last contact with the hotel itself. In
this sense they must take into account the similar tips given when handling reservations.

In this item we are going to see some procedures to deal with these papers such as check-
in or check-out documents. One of the most sensitive documents to handle is the bill. The
receptionist has to know how to explain all the items charged to the guest in order to
avoid misunderstandings. We are going to revise some useful grammar expressions to
deal with problems, too.

 The front desk

 Hotel check- in
 Hotel check-out and bills
 Dealing with problems

THE FRONT DESK

The receptionist is the person in charge of dealing with guests when they arrive at the
hotel. Receptionists or desk clerks have to assist travellers to fill in several documents and
check their bookings to make sure everything is OK.

These duties are very important for the stay and affect to the customers’ satisfaction: a
satisfied guest is the best publicity for the hotel and means word of mouth.

In addition, this staff have to solve guests’ problems and answer all their questions about
the services the hotel provides.

There are different tasks such as checking the reservations, taking messages, arranging
tours and dealing with the enquiries from the guests and especially, with their complaints
as well as foreign exchange. Paperwork is the basis of the check-in and check-out tasks.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 60 - 79

Eight rules for welcoming guests:

o Smile when you greet the guest.

o Listen to what the guest is saying.
o Make eye contact, but don’t stare.
o Pay attention.
o Address the customer by name.
o Don’t interrupt the guest.
o Keep a reasonable distance from the guest, not too close and not too far.
o Say “thanks “to the guest when appropriate.

REMINDER

Take into account the body language in face to face interaction: non-verbal
communication is key.

MEMORIZE THE USEFUL EXPRESSIONS

FAQs Preguntas frecuentes, habituales

Foreign exchange Cambio de moneda extranjera

Update Actualizar

Incoming phone calls Llamadas entrantes

Deal with cancellations Gestionar cancelaciones

Take message for guests Recoger mensajes para los clientes

An example of a dialogue at the reception desk:

Sometimes the receptionist has to deal with specific needs from the guests.

Receptionist.- Good morning. How can I help you?

Woman.- Good morning. Does the hotel have a clothes repair service?

Receptionist.- Yes, madam. What do you need?

Woman.- I need a couple of buttons sew on a blouse. Can you do it for me today?

Receptionist.- We can do it by tomorrow morning, madam. Will that be all right?

Woman.- Fine, I don’t need it until mid-morning. Shall I leave it with the hall porter?

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 61 - 79

Receptionist.- You needn’t, madam. I’ll send someone up for it straight away. What
room number is it?

Woman.- 859. Thank you. Bye

HOTEL CHECK-IN
When a guest arrives at the hotel, the receptionist has to carry out some steps in order to
check in him/her according to the previous booking.

Have a look to the following steps:

o Greet the guest and ask for his/her name.

o Check the booking information on the computer to ensure the newcomer has a
reservation.
o Ask for identification (passport or ID card) and the documents needed to verify
the booking.
o If possible, ask for guest’s preferences to choose a suitable room.
o Fill in and sign the registration form.
o Provide information about services, facilities and timetables if appropriate.
o Hand over the key card.

An example of a dialogue to check in:

Receptionist.- Good evening, can I help you?

Guest.- Yes, I’d like a room for two nights.

Receptionist.- Do you have a reservation?

Guest.- Yes, the name’s Steward. I telephoned you on January 3rd

Receptionist.- Ah, yes, Mr. Steward. Could you fill in this registration form, please?

Guest.- Is it necessary to fill in the passport information?

Receptionist.- Yes, if you would, please. Here’s your key. It’s room number 123 on the
second floor. And here’s your key card for use in the hotel’s bars and restaurants. I’ll ask
the porter to help you with the luggage. Enjoy your stay.

Guest.- Thank you.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 62 - 79

 MEMORIZE THE USEFUL EXPRESSIONS
Baggage/luggage equipaje

Suitcase maleta

Cancel up cancelar

Brochure folleto

King-size bed cama de tamaño extra

Maid camarera de planta

Lobby entrada

Luggage cart carrito de equipaje

Porter mozo de equipaje

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 63 - 79

HOTEL CHECK-OUT AND BILLS
When the customer leaves the hotel because his/her stay has finished, the desk clerk has
to prepare the bill with the extra charges (laundry, phone calls, room service…) and it is
the time to ask for the guest’s satisfaction, too.

The most important part during the check-out process is the issue of the bill. This
document is a printed or written statement of the money owed for goods or services
supplied. It is always numbered and dated and contains all the charges to be paid.

The reception staff are in charge of explaining the details if the customer has doubts.

If the customer doesn’t agree with the bill, the desk clerk has to revise what happens. If
the hotel made a mistake, it has to be corrected and the desk clerk must apologize for
that.

READING COMPREHENSION
Read carefully this bill template and be familiar with all its parts.

As you can see the hotel has to fill in some information:

o Guest details: name and surname, address, email, phone number, arrival and
departure dates
o Room details: type of room, room number, room rate
o Billing instructions: description of the service, date, prices…
o Number of the invoice
o Vouchers: if the customer has them
o Taxes
o Signatures: both the guest and the hotel

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 64 - 79

(Source: www.dotxes.com)

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 65 - 79

An example of a dialogue to check out:

Receptionist.- Good morning, sir. Are you checking out now?

Guest.- Yes. Sorry. I know we’re a few minutes late.

Receptionist.- That’s no problem. It’s always really busy at checkout time anyway.

Guest.- The last hotel we stayed in charged us for a late checkout.

Receptionist.- The hotel isn’t booked this week, so it’s not a problem. How was
everything?

Guest.- The room was great. The beds were really comfortable, and we weren’t
expecting our own fridge.

Receptionist.- I’m glad you liked it.

Guest.- The kids were disappointed that the pool wasn’t open this morning. They would
have liked to say goodbye to a couple of friends.

Receptionist.- I apologise for that, sir. We can’t get a cleaner in any earlier than 10 a.m.

Guest.- Well, we had a nice swim last night anyhow.

Receptionist.- Will you be putting this on your credit card?

Guest.- No. I’ll pay cash.

Receptionist.- OK, then. So the total comes to 230€, including tax.

Guest.- I thought it was 200€ even. That’s what they said yesterday when we checked
in.

Receptionist.- Yes, but there is an extra room charge on your bill.

Guest.- Oh, yes, yes, I forgot. My wife ordered some sandwiches and soft drinks for the
kids. Sorry.

Receptionist.- No problem. So, that’s 70, your change. Now, I’ll just need to ask you for
your room keys.

Guest.- Here you are. Bye.

Receptionist.- Good bye, sir

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 66 - 79

 REMINDER

APOLOGIZE/APOLOGISE (verb) means “offer an excuse” and APOLOGY (noun) is the excuse.
You can make an apology.
COMPLAIN (verb) means “express dissatisfaction” and COMPLAINT (noun) is the
discontent. You can make a complaint.

MEMORIZE THE USEFUL EXPRESSIONS

Leave salir

Extra charges cargos extras

Charge cobrar

Late checkout salida después de las 14:30

Swipe pasar la tarjeta

Tax impuesto

Fridge nevera

Bill cuenta

Sign firmar

Signature firma

Apologize disculparse

Apology disculpa

Complain quejarse

Complaint queja

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 67 - 79

An example of a bill:

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 68 - 79

 MEMORIZE THE USEFUL EXPRESSIONS
Bill factura

Break down desglosar

Detailed invoice factura desglosada

Currency moneda, divisa

VAT Value Added Tax (IVA)

Owe deber (dinero)

Numbered numerada

Dated fechada

REMINDER

The bill or invoice is a printed or written statement of the money owed for goods or
services supplied. It is always numbered and dated and contains all the charges to be
paid.

DEALING WITH PROBLEMS

Front desk staff are in charge of dealing with the different situations customers need to
be solved or explained.

When a guest is complaining he/she is usually angry, so first thing to do will be active
listening, that means full attention to the speaker.

The aim is to solve the problem so we need as much information as the guest can offer.
Don’t make promises that you cannot fulfil, it is better to admit you cannot solve it now
and perhaps you need some help.

REMINDER

The guest complains/makes a complaint and the front desk staff apologizes/makes
an apology.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 69 - 79

Read this guideline for handling guest complaints from www.setupmyhotel.com

Top Ten ways of handling guest complaints:

1. Listen with concern and empathy.
2. Isolate the guest if possible, so that other guests won't overhear.
3. Stay calm. Don't argue with the guest.
4. Be aware of the guest's self-esteem. Show a personal interest in the problem. Try
to use the guest name frequently.
5. Concentrate on the problem, no on placing blame. Do NOT insult the guest.
6. Take notes. Writing down the key facts saves time if someone else must get
involved. Also, guest tends to slow down when they see the front desk agent trying
to write down the issue.
7. Tell the guest what can be the best done. Offer choices. Don't promise the
impossible, and don't exceed your authority.
8. Set an approximate time for completion of corrective actions. Be specific, but do
not underestimate the amount of time it will take to resolve the problem.
9. Monitor the progress of the corrective action.
10. Follow up. Even if the complaint was resolved by someone else, contact the guest
to ensure that the problem was resolved satisfactory.

REVISE THE FOLLOWING USEFUL SENTENCES

APOLOGIZING (expressions to look into the matter):

Would you like to just explain from the beginning?

¿Le importaría explicármelo desde el principio?

I understand there is a problem/I think there is a problem

Soy consciente de que hay un problema

I’m very sorry about that / I’m sorry about the mistake

Lo lamento mucho/lamento el error

We’ll take care of it right away

Nos vamos a ocupar del asunto inmediatamente

I’m sorry about the inconvenience

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 70 - 79

Lamento mucho el inconveniente

What would you like me to do?

¿Qué quiere que haga?/¿Qué podría hacer?

Don’t worry

No se preocupe

I’m afraid that…

Me temo que…

As soon as possible

Tan pronto como sea possible

How can I help you?

¿Cómo puedo ayudarle?/¿En qué puedo ayudarle?

I’m sorry to hear that

Lamento oír eso

We can give you a refund

Le daremos un reintegro

I’ll look into it right away

Ahora mismo lo compruebo

I can actually look into that for you / I’m dealing with it just now

De hecho puedo comprobarlo ya mismo/Me estoy ocupando ahora mismo

What kind of a problem?

¿Qué tipo de problema?

Let me check for you

Deje que lo compruebe

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 71 - 79

I do understand that you’re angry

Entiendo que esté enfadado

We can sort this out for you

Lo vamos a arreglar

I’ll find out exactly what’s happened

Averiguaré lo que ha ocurrido exactamente

What’s exactly the problem? / What seems to be the problem?

¿Cuál es el problema?

What can I do for you?

¿Qué puedo hacer por usted?

I apologize

Le pido disculpas

Please accept my apologies

Por favor, acepte mis disculpas

COMPLAINING (expressions to show disagreement)

I’d like to speak to the manager

Me gustaría hablar con el responsable

Can you look into the problem?

¿Puede informarse sobre el problema?

But that’s unfair / unreasonable

Pero no es justo/razonable

I think you should…

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 72 - 79

Creo que usted debería…

Can I speak to the manager?

¿Puedo hablar con el responsable?

I want to speak to the person in charge

Quiero hablar con la persona al cargo

I’d like you to make a refund

Me gustaría que me lo reembolsaran

I’m afraid I have a complaint / I would like to make a complaint

Me temo que tengo una queja/Me gustaría presentar una queja

I think you have to solve this problem just right now

Creo que tiene que resolverme el problema ya mismo

An example of a dialogue to deal with complaints:

Receptionist.- Good afternoon. How can I help you?

Guest.- This is Mr. Dunhill in 456. I’ve just checked in.

Receptionist.- Yes, Mr. Dunhill. What can I do for you?

Guest.- Well, my room obviously hasn’t been cleaned since the last guest. The carpet’s
dirty, the bed’s unmade and the bathroom hasn’t been touched.

Receptionist.- I’m terribly sorry, sir. The maid should have seen to everything this
morning. I’ll contact her straight away. Do you need anything else?

Guest.- Yes, please. The light bulb in my bedside lamp doesn’t work.

Receptionist.- Right, sir. I’ll send up a new bulb, too. And accept my apologies.

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 73 - 79

A good tip from the BBC (bbc.co.uk/learningenglish)
“In a disagreement WELL signals that you understand what someone is saying or asking
you, but you have a different opinion or something unexpected to say. If you say RIGHT
or OKAY to show understand, it can seem like you are agreeing with someone.
In a disagreement ACTUALLY shows that you have a different point of view from the
person you are speaking to or something unexpected to say.”

REMINDER

Actually is a false friend and means in fact.

MEMORIZE THE USEFUL EXPRESSIONS

Complain Quejarse

Complaint Queja

Apologize Pedir disculpas

Apology Disculpa

Deal with Ocuparse, resolver, gestionar

How can I help you? ¿En qué puedo ayudarle?

I’m sorry about the inconvenience Lamento el inconveniente

We’ll take care of it right away Nos vamos a ocupar del asunto inmediatamente

Straight away Inmediatamente

GRAMMAR REFERENCE
When responding to problems, we often use will/can + infinitive to tell someone what
we are going to do:

I’ll ask the engineer to look at your air conditioning unit.

I can ask the housekeeper to clean your room

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 74 - 79

Get

Another common expression to talk about helping someone is to use GET. This is a very
common verb in English, and has different meanings. It is found in many phrasal verbs,
e.g. get out of, as well as in expressions such as get into bed. Some meanings are used
more in speech, e.g.

get + an idea = understand

I don’t get it. Can you explain it again?

However, there are many other meanings of GET that can be used in both written and
spoken English.

Have got= have Have you got any luggage?

get + (noun) = receive I didn’t get the message

get to + (noun) = arrive at/in I got to the meeting just in time

get + (adjective)= become I’m getting really cold

get (+ noun) = obtain or buy It is cold, I’ll get an extra blanket

When responding to problems, it often means “obtain”

To make it clear that we are doing something for another person, we generally add for
+ pronoun or noun

I’ll get an extra blanket for you or I’ll get you an extra blanket

I’ll get some toys for your children or I’ll get your children some toys

get + object + infinitive with to

We use this structure when we promise to ask another person to help in some way

I’ll get the maintenance to look at the heating in your room

I’ll get the porter to help you

I’ll get the housekeeper to give you a blanket

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 75 - 79

SUMMARY
KEY SENTENCES
o Dealing with guests is an important duty for the front desk staff.
o Check-in and check-out tasks mean to provide a good service for the guests and
do some paperwork.
o Non-verbal communication is the key in the interaction for welcoming guests.
o Make sure you have all the information when dealing with guests’ complaints.
o Active listening is a skill front desk staff must enhance.
o The bill/invoice is the most sensitive document to deal with. It is a printed or
written statement of the money owed for goods or services supplied. It is always
numbered and dated and contains all the charges to be paid.

REMEMBER
Sensitive means responsive to the feelings of others or a difficult matter to deal with
(“sensible” in Spanish) and sensible means with common sense (“sensato” in Spanish).

Personnel means staff and personal means private.

Specific vocabulary in use:

o Check in (verb) --- check-in (noun)

o Check out (verb) --- check-out (noun)
o Apologize (verb) --- apology (noun)
o Complain (verb) --- complaint (noun)
o Sign (verb) --- signature (noun)
o Arrive AT the hotel
o Arrive IN a city
o To be in charge of/to be responsible of

GLOSSARY
ACTUALLY: de hecho, en realidad

ADDRESS (verb): dirigirse a alguien

APOLOGIZE: disculparse

APOLOGY: disculpa

ASSIST: ayudar

BAGGAGE/LUGGAGE: equipaje

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 76 - 79

BILL: cuenta, factura

BREAK DOWN: desglosar

BROCHURE: folleto

CANCEL UP: cancelar

CHARGE: cobrar

CHECK IN/CHECK-IN: registrarse/registro

CHECK OUT/CHECK-OUT: verificar la salida/verificación

COMPLAIN: quejarse

COMPLAINT: queja

COMPLETE: cumplimentar

CURRENCY: moneda, divisa

DATED : fechada

DESK CLERK: empleado de recepción

DETAILED INVOICE/BILL: factura desglosada

DUTIES: responsabilidades

ENQUIRIES: consultas

ENSURE: asegurarse

EXTRA CHARGES: cargos extras

FAQs: preguntas frecuentes, habituales

FEE: tasa, tarifa

FILL IN: completar

FOREIGN EXCHANGE: cambio de moneda extranjera

FRIDGE: nevera

FRONT DESK: recepción

FRONT DESK STAFF: personal de recepción

GOOD VALUE FOR MONEY: buena relación calidad precio

GUEST: cliente del hotel, huésped

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 77 - 79

HAND OVER: entregar en mano

HANDLE: encargarse

HELP: ayudar

HOTEL REGISTER: registro del hotel

INCOMING PHONE CALLS: llamadas entrantes

INCONVENIENCE: inconveniente

KEY CARD: llave magnética

KING-SIZE BED: cama de tamaño extra

LATE CHECKOUT: salida después de las 14:30

LEAVE: salir

LOBBY: entrada, vestíbulo

LOOK INTO: revisar

LUGGAGE CART: carrito de equipaje

MAID: camarera de planta

MAKE SURE: asegurarse

MISTAKE: error

NEWCOMER: recién llegado

NUMBERED: numerada

OWE: deber (dinero)

PAPERWORK: papeleo

PERSONNEL: trabajadores, personal

PORTER: mozo de equipaje

PROCEDURES: procedimientos

PROVIDE: proveer, suministrar

RECEPTIONIST : recepcionista

REFUND: reembolso

REGISTRATION FORM: formulario de registro

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 78 - 79

ROOM RACK: habitaciones disponibles

ROOMING LIST: lista de clientes pertenecientes a un grupo con su tipo de habitación

SENSITIVE DOCUMENT: documento sensible

SIGN: firmar

SIGNATURE: firma

SORT OUT: preparar, organizar

STAFF: trabajadores

STRAIGHT AWAY: inmediatamente

SUITCASE: maleta

SUPPLY: proveer, suministrar

SWIPE: pasar la tarjeta

TAKE CARE: ocuparse de algo

TAX: impuesto

TO BE IN CHARGE OF: estar al cargo

TO BE RESPONSIBLE TO: ser el responsable

UPDATE: actualizar

UPDATED: actualizado

VAT: Value Added Tax (IVA)

VIP CLIENT: cliente importante

WORD OF MOUTH: de boca en boca

GESTIÓN Y COMERCIALIZACIÓN EN INGLÉS DE SERVICIOS TURÍSTICOS 79 - 79