7.6 Which form of transport – train, car, boat or plane – do you associate with each of the words and phrases below?

a) set sail;	f) fast lane;	k)quayside;	p) charter flight;
b) a cruise;	g) to indicate;	l) mid-air collision;	q) to disembark;
c) traffic jam;	h) sundeck;	m) departure lounge;	r) express;
d) compartment;	i) commuter;	n) buffet car;	s) bypass;
e) bonnet;	j) take off;	o) pull in;	t) guard’s van.

7.7 Discuss or write the answers to these questions

1) What, for you, are the pleasures and horrors of modern driving?

2) Look at the aspects of travel listed below. What are they like in your country? How are they different in any other country you have been to?

a) roads and car-drivers;

b) airports;

c) train services;

d) hitch-hiking possibilities.

7.8 What’s the furthest you have travelled in one 24-hour period? Describe the journey.

7.9 Writing

a) Think of films or film sequences – disaster movies, car chases, train adventures, sinking ships – that involve travelling. Describe in detail the ones that impressed you most.

b) Write, in dialogue form, a conversation in which three friends argue about how they should travel to distant city for a long weekend. One thinks it would be best to go by car, the second is for going by train, and the third would prefer to go by coach.

7.10 Work in groups.

7.10.1 Look at the factors in Table 4 that affect a tourist’s enjoyment of a journey. Can you add any more?

Table 4

At the airport	On a train	On a long coach journey	On a four-hour ferry crossing
Quick check-in	Punctuality	A window seat	A private cabin
Good restaurants	Interesting passengers to talk to	On-board toilets	Opportunity to buy tax-free goods
Thorough security check	Comfortable seats	Safe driver	Calm sea

7.10.2 Which do you think are the most important features for a tourist on each journey. Put them in order.

8. Reservations

8.1 Answer the questions

1) What do you know about hotel business?

2) What are the differences between “hotel”, “inn”, “hostel” and “motel”?

3) Do you know how to reserve the room in a hotel?

8.2 Read the text and fill in the gaps with the phrases below

a) make the mistake of overbooking;

b) make sure the guest rooms are spotless;

c) allows you to improve your hospitality;

d) look to management for better leadership;

e) attract miserly;

f) lose one customer;

g) a place to lay their head.

Top hotel complaints that hoteliers should use to their advantage

Many hotels receive the same types of complaints across the board.  And while you can certainly blame your staff, the customers, or the weather, the truth is that a guest who complains is giving you a chance to make amends and keep their business in the long run. You need to treat every complaint as a blessing in disguise because it 1) …. for future customers and ensure repeat business.  Here are just a few you might have heard before, and how you can use them to your advantage.

Overbooking. Is there anything worse than showing up at a hotel after a long day of travel only to find that your room has been sold out from under you (with some lame excuse like your card wasn’t approved when you know perfectly well that it should have been?).  No guest who experiences this service will risk a repeat, so if you 2) …. and everyone actually shows up, make some kind of arrangement with an equivalent establishment and offer to pay for their stay. Either that or stop overbooking.

Ho-hum service. Your staff is the interface between your brand and the public.  If their performance is consistently a source of complaint, then perhaps you need to 3) …..  Getting good people in place is only half the battle.  After that, it’s up to you to ensure that they feel appreciated and motivated to do their best.

Dirty room. This is simply not acceptable.  Even if your maid staff is shoddy, you must have a head of housekeeping who is not only meticulous and has a sharp eye, but is willing to do whatever it takes to 4) …. and that they meet or exceed hotel standards.

No amenities. The cheapness of your amenities will reflect in the class of customer that frequents your hotel.  If you choose to skimp on the extras (soaps and shampoos, a dining establishment, room service, DSL, a business center, etc.), then you are not going to be able to charge as much and you will 5) …. customers.

Bedbugs. This is not so much a wake-up call as a fire alarm.  You cannot operate a hotel that has bedbugs these days.  Although international travelers have made this occurrence much more commonplace of late, it’s simply no excuse.  Take immediate measures to correct the problem should it arise.

Noisy neighbors. Although this isn’t really your fault, you need to do something about the rowdy college kids on the second floor or risk losing your loyal customers.  Give them one warning and if you have to go up a second time, kick them out.  It’s better to 6) …. (that you probably don’t want to return anyway) rather than a whole floor.

Uncomfortable bed. Most guests come to your establishment for one reason: 7) …..  So if you fail in this arena, you’re not too likely to get a repeat visit.  If you spend a little extra anywhere, it should be on quality mattresses, pillows, and linens.