Tourism English: Unit 3
Tourism English: Unit 3
Tourism English: Unit 3
UNIT 3
Part I Lecture Time
Assigned
PART MODULES CONTENTS STUDIED PERIODS
Tour Guide’s
I Text A Principle 1
Duties
II Text B Travel Agency 0-5
III Listening A Holiday in Thailand 0.5
IV Practical Writing How to write a speech 0.5
Role play
Consolidation
V Reading 1
Writing a welcome speech
Learning Objectives
1. Get to know a tour guide’s principle duties
2. Understand a tour guide’s specific tasks
3.Get to know the importance of a tour guide’s
good service
a Tour Guide
A tour guide
someone designated by a travel agency
to organize
To conduct trip
to take care of every detail of logistics for a tour.
a person that the guests pay for the
convenience
have a thorough familiarity with geography and
history of a certain area.
A Tour Guide’s General tasks
C: Welcome
welcome the tour members on arrival
assist them with their luggage
Welcome your guests with care and attention a VIP deserves.
A Tour Guide’s Special Tasks
D: Transfer guests along various sites
airports, hotels, local attractions, souvenir shops or equivalent locations.
E: Arrange food and refreshments stops.
special needs for diabetics, children, elderly persons, visually-impaired or hearing –impaired person or physically challenged person.
Cope with illness, injure and death of tourists.
F: Help with currency exchange or bargaining.
G: Dealing with complaints
Be a good listener .
complaints regarding rooms, meals, service, check-in and lost luggage, Solve operational problems like booking errors and amendments, etc.
Take immediate action to deal with unhappy or unsatisfied guests
come to a win-win outcome.
H: Plan
Plan their activities within a tour itinerary;
review to make adjustment as required.
Respond to the special needs and peculiar request of tour participants.
I: Meals
Decide where to take meals
seat the group taking into consideration their different needs and preferences.
J: Be patient
Answer questions patiently.
meet expectations of guests
Remain helpful, polite and calm anytime on tour , even when dealing with hard-to-please clients who aren’t so nice.
A Tour Guide’s Special Tasks
In some cases, guide tourists to the unusual and little known areas.
A Tour Guide Special’s Tasks
Determination: Determine an outdoor activity .
News: Report the latest news and answer questions.
cautionary instructions: valuables , balance time.
Special needs: fulfill reasonable request
Educator: protect environment and cultural heritages.
Emergency solver: health and safety
Collector : tour report, clerical details , daily expenditure account, receipts, budget.
Contact and communication: tour companies, hotels restaurants, vendor.
Reminder: a hotel business card , phone number , wet wipes and toilet paper
Treat all with civility.
Additional fees: optional activities . Collect entrance fees
In Conclusion
types of tours :
vary considerable.
the first priority:
the guest’s satisfaction
tour guide:
obligation to deliver memorable, enjoyable and rewarding travel experiences.
help to boost the tourism industry of our country.
tourists :
a good understanding of the destination
excellent planning effort
Questions for Discussion
Does a tour guide have to perform an array of tasks
at the same time?
Does a tour guide need to refer to a large sum of
relevant sources of information?
Is proper dress very necessary for a tour guide?
What’s the purpose of talking about some latest
news?
In how many respects should a guide get prepared?
Part II.Text B
Travel Agency
Learning Objectives:
1.Get to know the service from the travel agency
2.Learn the types of travel agency.
3.Understand the growing trend in travel agency
Travel agency
Differences:
Unique distribution---Intangible service, temporal
Arrangements: a variety of choice
A middleman
An agency of principal in legal terms: transportation companies
An expert, knowledgeable
A growing trend
Profit and productivity:
Affiliated with cooperatives, consortia, franchisors, joint market
organizations
Provide aids
800-number
Telephone consultation
Education programs
Frequent traveler’s plan
Client newsletters
Preferred suppliers
Discount
Questions for discussion
What kind of service can a travel service
provide to its customers?
How many types can travel agency be
classified into?
List the names of travel agency in your area as
much as you can.
What information does a traveler can get from
the travel agency?
What is travel agent?
Text A ‘s Recording
Three parts
the salutation---such as ladies and gentlemen ,
Dear Guests, Dear Mr. Smith etc
the content ---cover the purpose, subject
the concluding remarks--- show the best
wishes ,such as “ I wish to propose a toast to the friendship of us”,
or “Happy and safe journey”
Sample
Good afternoon, ladies and gentlemen,
You are welcome. Allow me to introduce myself. My name is Linda Wu.
Wu is my surname, so you may call me Xiao Wu. And this is Mr. Liu, our
driver, who has had 20 years of driving experience. We come from the
Guangzhou Travel Service. We are glad to have you here. On behalf of our
company and our colleagues, we’d like to extend a warm welcome to you
all.
I’ll be your local tour guide during your four-day tour in this city and we’ll
be at your service at any time. We’ll do everything possible to make your
visit a pleasant experience. If you have any problems or suggestions, please
don’t hesitate to let us know.
We have reserved two suites and eight Suites for you at the White Swan
Hotel. It offers the best services in this city. We shall meet at the hotel
lobby at 7:30 a.m. for our first visit tomorrow. Please do remember the
plate number of our bus. The number is 862569. Thank you.
We hope you’ll enjoy your stay in this city.
KEYS
Part I Listening Activities
Listening 1 BACK
1. considerable 2 in common 3. priority4 .
obligation 5.memorable, 6.enjoyable 7.
rewarding 8.understanding 9. boost
BACK
Listening 2
1. distribution , combinations BACK
2. ultimate consumer , wholesalers, distributors, and
middlemen.
BACK
3. Intangible , physical , inventory intermediary
4. Specialist counselor.
Part V. CONSOLIDATION:
SPEAKING,READING and
Writing
SPEAKING: Asking for Travel Advice
READING
WRITING: Write a Welcome /Fare well
speech
Speaking:
Role play