2. Compare the work of tour operator and tour agent. Use the following questions as a plan. Translate given phrases and classify them to the categories: operator (o )/agent (a):

1. Who does what at their work?

provide service - ________________, offer… - _______________,

negotiate…- ___________________, visit…- ______________, etc.

2. What interpersonal skills must they have?

ethical obligations to the client - _____________________________,

legal obligations to the client - _______________________________,

be honest - _______________, be informed - ___________________,

give misleading information or give misrepresenting facts - ________

____________________, be objective - _______________________,

have commitment to personal service - ______________, have ability to work with different clients - _______________________, be patient for requests and questions - ______________________, be empathetic - ______________, be understanding- _____________, be trustful - ______________ ,

be responsive to the needs of clients - _________________________,

be able to show concern for a client - ______________________, etc.

3. What technical skills must they have?

to do routine work - _______________________________________,

to calculate costs and fares - _________________________________,

to make schedules ________________________________________,

to work out itineraries - ____________________________________,

to write reports - ___________, to prepare documents - ___________,

to know a lot about countries - _______________________________,

to know how to run the business - ____________________________,

organizational skills (filing and storing information, know sources of information) – ______________________________________________,

general business skills (know the goals of the company, write business letters, file records, etc.) - __________________________________________________________

__________________________________________________________,

handle money - _______________________________________, etc.

tour operator:

tour agent:

Lesson 3

Making career in tourism

1. Work in 3groups: each group read the text and present the job described in the text. (You may also use the words from Ex. 7, p. 14). (1) Tour Escort

All escorted tours are accompanied by a tour escort, sometimes called a tour conductor, tour manager, tour director, or tour courier. Although many escorts know a great deal about social, political, historical, and physical features of the places on the itinerary, their primary responsibility is to ensure the smooth operation of the tour. They act as the tour operator’s representatives and must be capable of making quick decisions, if necessary. The tour escort must be patient, adaptable, imaginative, good-humoured, tolerant and must pay attention even to the smallest details.

Any tour escort should know the contents of the brochure used to promote the tour – the itinerary and its features. An escort needs to prepare even more carefully if the tour is not one of a regular series, or if it is the first of a series of tours. He or she must be able to answer any question that may arise on the tour.

The escort should have the list of all the tourists, known as the “manifest”, and a rooming list indicating singles, doubles, twins and triples. Tourists with disabilities or special dietary needs should be noted, and the escort should check that necessary arrangements have been made for these special needs with hotels and restaurants.