Иностранный язык. Менеджмент в туристской и гостиничной индустрии. Учебное пособие
.pdfUnit 2. JOBS IN TOURISM
1.WORKING CONDITIONS IN TOURISM
1.1.What are the English equivalents for the following Russian words and word combinations? You can read about jobs in tourism in the English for International Tourism (new edition) pre-intermediate coursebook or search the Internet to find out what English equivalents are. Share your answers with the classmates.
Перейти на руководящую должность; сотрудники; начинать снизу (карьеру); приобретать опыт; приобретать соответствующие навыки (знания); возможности быстрого карьерного роста; проработать в сфере туризма долгое время и с интересом; много работать; у нее высшее образование; работать по выходным; работать посменно; режим рабочего времени более гибкий, чем в других сферах деятельности; работать (не)полное рабочее время; работать в ночь (день); поначалу; обучение без отрыва от производства; заработная плата; обучаться практическим навыкам; добиться успеха в данной сфере; неоднообразная работа; никогда не знаешь, что ожидать; работники сферы туризма; работа по краткосрочному трудовому договору; временное решение; ориентированный на людей.
1.2.Think about the way you would like to work. Describe your ideal career path. Use as many English equivalents for the Russian words and word combinations aboveas possible. Make both negative and positive sentences.
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2.PERSONAL QUALITIES AND SKILLS
2.1.Read the article Ten Great Jobs in Travel and Tourism and complete the table.
Reasons for traveling |
Reasons for working |
Activities carried out |
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when working in travel |
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in travel and tourism |
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and tourism |
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Ten Great Jobs in Travel and Tourism
Vacations are one of the best things in the world.
You visit new, exotic and beautiful places; you make memories with your vacation companions; you experience different cultures and best of all, you get a break from reality.
While you're experiencing bliss in your temporary home away from home, you can't forget about the people working while you play.
After all, your vacation experience depends on someone else's - rather, a lot of peoples' - job.
Think about it. There's someone accountable for the mode of transportation you chose to get to your vacation spot; someone responsible for booking your tickets; someone in charge of the activities you embark on; someone taking care of your entertainment in the evening, serving your drinks, showing you the sights. The list goes on.
Employment opportunities in travel and tourism, which fall into the leisure and hospitality industry, are abundant, especially during prime vacation seasons.
Though the pay is generally not as high as in other industries, jobs in travel and tourism provide workers with an enjoyable atmosphere, flexible hours and opportunities to meet new people.
Plus, most jobs in the industry keep workers on their toes and no day is like the last. Here are 10 great jobs to explore in travel and tourism:
1.Amusement and recreation attendant
2.Concierge
3.Cruise ship director
4.Curator
5.Gaming dealers
6.Lifeguard
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7.Information clerk
8.Recreation worker
9.Taxi driver or chauffeur
10.Tour and travel guide
2.2.Match the jobs above (1–10) with the duties (a-j)
a)Duties: you are essential to anyone traveling for business or pleasure; you help tourists navigate their way around unfamiliar places; you may even offer sightseeing services around your city.
b) Duties: The perfect job to take advantage of warm weather! You monitor swimming areas like pools or beaches to prevent accidents; you help and protect swimmers; you cautions wimmers regarding unsafe areas and rescue those in danger of drowning, if necessary.
c)Duties: Travel the open waters year round! You are responsible for planning all onboard entertainment and ship and shore activities, acting as master of ceremonies and planning tour itineraries
d)Duties: What better excuse to live in Las Vegas or Atlantic City than your job is playing with money all day? You play, for example, blackjack, craps or roulette with patrons; you take bets, you determine winners and you pay out the winners.
e)Duties: You show individuals and/or groups all the best sights in your city (on foot, bus or boat) from famous buildings to the best museums.
f)Duties: You manage activities in operating such institutions as museums, botanical gardens, arboretums, art galleries, herbariums or zoos.You acquire items for exhibition, you authorize the sale or loan of items and you authenticate items that come into the institutions.
g)Duties: You help to deal with any request or problem a guest may have, no matter how strange or impossible it may seem.You also assist guests with such tasks as making restaurant reservations, arranging spa services, recommending places to go and organizing travel arrangements and various activities.
h)Duties: Responsibilities will vary, depending on where you're employed, but tasks might include providing caddy services for golfers, operating park rides or setting up games.
i)Duties: Your main goal is to be able to provide tourists with any kind of information they might be looking for. Where is the best Italian restaurant in the city? What's the greatest nightclub? Where can I have money wired to me? Be prepared to use your wealth of knowledge to answer any question.
j)Duties: Looking to stay active and help others do so as well? At resort and vacation spots, you organize and run activities for guests or children to participate in, plus you provide training and instruction for beginners.
Copyright CareerBuilder.com 2009 http://edition.cnn.com/2008/LIVING/worklife/08/11/cb.jobs.travel/index.html
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2.3. Pre-listening task. Match the words and phrases 1-13 with the definitions a-m.
1. customer /ˈkʌstəmə/ |
a. to communicate with or react to |
2. communicative |
b. services provided by various companies |
/kəˈmjuːnɪkətɪv/ |
c. working or operating quickly and effectively in an or- |
3. essential /ɪˈsenʃ(ə)l/ |
ganized way |
4. travel product |
d. an ability to stay calm do not get annoyed |
5. IT skills |
e. someone who shows tourists around places such as mu- |
6. efficient |
seums or cities |
7. personality |
f. someone who serves passengers on an aircraft |
8. interact |
g. experience used in operating and manipulating technol- |
9. first aid |
ogy. This includes using computers, mobile phones, tab- |
10. be patient |
lets, cash registers and other digital technology. |
11. travel agent |
h. a person or company that arranges tickets, hotel rooms, |
12. flight attendant |
etc. for people going on holiday or making a journey |
13. tour guide |
i. willing to talk to people and give them information |
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j. the type of person you are, shown by the way you be- |
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have, feel, and think |
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k. necessary or needed |
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l. basic medical treatment |
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m. a person who buys goods or a service |
2.4. Listening task. Listen and complete the following expressions. Track 2.1 of the English for International Tourism (new edition) preintermediate coursebook.
Part I
1.It’s important to have excellent customer ………… skills.
2.Being ………… is essential.
3.You can’t be afraid to …….. to people.
4.You also need good ….. skills.
5.To find information good ……… skills are essential.
Part II
1.You have to be customer-………. and ……..
2.It’s important to be ………. and ……….. when passengers are angry.
3.You need to …….. well with people from different cultures.
4.Basic …………. and medical skills are important.
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Part III
1.You need have a ………. for people.
2.You should be ……… to help people to have fun.
3.Also good …… skills and languages help.
2.5. Listen again and complete the gaps with the missing particles or prepositions.
1.To talk….customers.
2.To speak …. everyone …… every level.
3.To be angry ….. something.
4.To interact ……. people.
5.People ….. different cultures.
6.To pay …. a tour.
7.A passion …. people.
8.Your job is ….. helping people.
9.…… a practical level.
2.6. Pre-listening task. Match the words and phrases 1–8 with the definitions a-h.
1. tax |
a. a small amount of money given to some- |
2. annual |
one who has provided you with a service, in |
3. benefits |
addition to the official payment and for their |
4. flexible |
personal use |
5. salary |
b. a reduction in the usual price of a product |
6. discount |
or service |
7. package |
c. a related group of things when they are |
8. tip |
offered together as a single unit |
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d. (an amount of) money paid to the gov- |
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ernment that is based on your income or the |
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cost of goods or services you have bought |
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e. relating to a period of one year |
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f. advantages that employees receive from |
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their employer in addition to money |
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g. able to change or be changed easily ac- |
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cording to the situation |
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h. a fixed amount of money agreed every |
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year as pay for an employee, usually paid |
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directly into his or her bank account every |
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month |
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2.7. Listening task. Listen and fill in the gaps with the numbers you will hear. Track 2.2 of the English for International Tourism (new edition) preintermediate coursebook.
1. On full-time contracts travel agent can earn between … and … a year
before tax. |
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My annual salary is over … now. |
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3. |
This salary is for …-hour week working. |
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4. |
I usually fly … hours a month and work another … hours on the |
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ground. |
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5. |
My salary is about … a month – that’s over … a year. |
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6. |
I can increase my pay by … to … a year. |
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7. |
When I started working I earned … per hour. |
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8. |
Now I make … annually. |
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9. |
Sometimes I work … a day. |
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10. I made … in tips. |
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2.8. Listen again and complete the table about each person. |
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The |
The factors that |
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Skills and |
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influence the |
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Working |
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Benefits/ |
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Jobs |
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amount of |
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qualities |
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level of |
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hours |
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advantages |
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salary |
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needed |
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salary |
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Person 1 |
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Person 2 |
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Person 3 |
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2.9. There are extracts from four conversations. The lines of each conversation are mixed up. Arrange the lines of the conversations in the right order. For each one, decide who is talking to whom, and where the conversation takes place.
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Conversation 1 |
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1 ___ : |
A: And will you be requiring continental or cooked breakfast in the |
2 ___ : |
morning? |
3 ___ : |
B: Is that a double or a single? |
4 ___ : |
C: No, thank you. |
5 ___ : |
D: And newspapers? |
6 ___ : |
E: Continental, please. |
7 ___ : |
F: OK. Can you sign here... ? Thank you. Right, here's your key. |
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8 ___ : |
The lifts are over there on the left. If you leave your luggage here |
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I’ll get the porter to bring it up to you. Have a pleasant stay. |
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G: Double. |
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H: Thank you. |
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Conversation 2 |
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1 ___ : |
A: That’s an idea. Could you give us some prices? |
2 ___ : |
B: Right. Let’s see what’s available. .. there's a weekend break in |
3 ___ : |
Stockholm, two nights’ accommodation, return flights for 379 pounds. |
4 ___ : |
No meals except breakfast, but there's a guided tour of the city inc- |
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luded .... |
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C: Have you thought of Paris? It's not too hot at this time of year. Or |
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Scandinavia - you could always try Stockholm or Oslo. |
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D: We were thinking of a city, but not too hot and crowded. |
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Conversation 3 |
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1 ___ : |
A: Oh, still, please. Could you hurry – I’m feeling a bit sick. |
2 ___ : |
B: Of course. Shall I get you a blanket as well? |
3 ___ : |
C: Certainly, sir. Still or sparkling? |
4 ___ : |
D: Right, I’ll get it straightaway. We’ll be landing in about twenty |
5 ___ : |
minutes. I’m sure you’ll be fine then. |
6 ___ : |
E: Could I possibly have a glass of water? |
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F: No, I’m all right – just the water. It’s just that it’s a bit bumpy back- |
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here. |
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Conversation 4 |
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1 ___ : |
A: Well, I don’t think it would be very different in any of the other cab- |
2 ___ : |
ins – the lower decks are a bit noisier sometimes, I’m afraid. |
3 ___ : |
B: It wasn’t the storm – it was the engines. Now, I insist you move me |
4 ___ : |
immediately. |
5 ___ : |
C: I don’t believe it! Well, if it’s noisy again tonight I shall complain to |
6 ___ : |
the captain! |
7 ___ : |
D: I’m sorry to hear that, sir. It was a bit stormy last night. |
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E: Well, there will be a supplement, and in any case I’m afraid they’re |
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fully booked. |
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F: What about the upper decks? |
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G: I really couldn’t sleep a wink last night. The noise was terrible! |
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2.10. Read the four conversations from Task 2.9 and find the English equivalents for the following words and word combinations in Russian.
Подпишите здесь, вот Ваш/ваш ключ, слева, оставить багаж здесь, принести багаж наверх кому-либо, приятного Вам/вам проживания, Вы/вы Париж рассматривали?, в это время года, какие расценки?, тур выходного дня в…, экскурсия по городу, можете попробовать…, чувствовать тошноту, вода с газом, можно мне воды?, сзади немного трясет, вода без газа, немедленно, приблизительно через (… минут), просто воды, приземляться, нижняя палуба, был небольшой шторм, будет с доплатой, верхняя палуба, глаз не сомкнуть, жаловаться кому-то, переселять, каюты все раскуплены,
2.11. Use the words and word combinations from the list of Task 2.10 to make up your own conversation. Decide who is talking to whom, and where theconversation takes place.
3. THE SKILLS FOR THE JOB
3.1. Adjectives for job skills. Find six pairs of opposite adjectives.
calm |
disorganized |
flexible |
extrovert |
nervous |
lazy |
smart |
shy |
scruffy |
creative |
confident |
hardworking |
friendly |
practical |
organized |
unfriendly |
3.2. Choose one of the jobs from the Ten Great Jobs in Travel and Tourism text from task 2.1 and explain which three qualities are most important.
3.3. Grammar reference. Study the table: How to describe job skills and abilities
+ infinitive |
+ -ing or noun |
She can make people have fun. |
He enjoys speaking to people. |
I know how to deal with angry custom- |
I like finding useful information. |
ers. |
I am good at languages. |
He’s going to improve his medical |
She feels confident about interacting |
skills. |
with people from different cultures, |
I am able to be a good team worker. |
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3.4. What do you think about your working style? Look at the questionnaire and tick the qualities and skills which describe you.Then discuss your answers with a partner.
Questionnaire
Qualities
I am
smart |
extrovert |
practical |
flexible |
organized |
confident |
creative |
hardworking |
calm |
Skills
I enjoy meeting new people.
I enjoy working as part of a team.
I like working independently.
I am good at explaining things.
I am good at dealing with people.
I can make people relax.
I am able to do more than one thing at the same time.
I like working under pressure.
I know how to use computer and technology.
I feel confident about dealing with money.
I am willing to work long hours.
I am good at languages.
3.5. Complete the paragraph with appropriate words from the list: be/being; smile/smiling; speak/speaking; understand/understanding; use/using; work/working
So you want to work in tourism? What do you have to do? What do you need to know?
In most tourism jobs you have to enjoy 1) …. with people – not just the customers but your colleagues as well. You have to be able to 2) …. part of a team. You have to know how to 3) …. even if you’re having a bad day. It is also important to be able to 4) …. clearly on the phone. In many jobs you need to be good at 5) …. people with different languages and cultures, and you need to be confident about 6) …. the languages that you know. Sometimes, especially if you work in an office, you have to know how to
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7) …. computers. It’s also important to be flexible, and you often have to be willing to 8) …. long or unusual hours. But most of all you have to like.
9)…. with people.
4.GRAMMAR: PRESENT SIMPLE AND CONTINUOUS
Present Simple + adverbs of frequency
We use Present Simple to talk about things that are always true.
Positive |
provide |
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I/You/We/They |
good service. |
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He/She/It |
provides |
good service. |
Negative
I/You/We/They don’t negotiate with corporate clients.
He/She/It |
doesn’t negotiate with corporate clients. |
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Questions |
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Do |
I/you/we/they |
have an MBA? |
Does |
he/she/it |
have an MBA? |
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Present Continuous |
is used to talk about a temporary activity or arrangement in the present.
Positive
I am learning new things today. He/She is learning new things today.
You/We/They are learning new things today.
Negative
I am not working now. He/She is not working now.
You/We/They are not working now.
Question
Am I negotiating with clients this week?
Is he/she negotiating with clients this week?
Are you/we/they negotiating with clients this week?
4.1. Describing job routines. Complete the sentences with the correct form of the verb in brackets.
1. He usually _________(recruit) new employees, but this month he
____________(help) to develop a new online promotion.
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