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Файл:Английский язык. Ч.3. Учебное пособие для студентов бакалавриата, обучающихся по направлению «Туризм», профиль «Международный туризм»
.pdf
7. Guess what the following phrases mean.
…regardless of the size of the outlet or products offered.
1) in spite of the size of the outlet or products offered.
2) relating to the size of the outlet or products offered
…liaising with travel partners…
1) networking with travel partners
2) working with travel partners
…overseeing the recruitment, selection and retention of
staff…
1) dealing with the recruitment, selection and retention
of staff
2) supervising the recruitment, selection and retention
of staff
8. Fill in the gaps with appropriate words in the box.
Change the form of a word if necessary.
How to Become
a Travel Agency Manager
relevance customize manage oversight complain market
industrial advance promising profession
Like many careers, there are many different paths to be-
coming a travel agency manager; this career is open to pretty
much anyone with a combination of practical experience and/
or 1_________ education, as well as strong 2_________ service,
personnel and nancial 3_________ skills.
This work would involve 4_________staff, resolving cus-
tomer 5_________, managing budgets and 6_________ activities, and ensuring the operational success of a travel agency.
This eld also offers the ability to work in the travel and
tourism 7_________, diverse opportunities for 8_________, as
well as potential opportunities for travel agency ownership.
If travel agency management sounds like a 9_________
career eld so far, then read on below; we’ll ll you in on the
details, such as how you can get into this 10_________, how
much you could earn, and of course, what you’d be doing once
you get there.
31
9. Make up a list of skills that a travel manager needs to
accomplish the following tasks.
• constantly motivating the sales team to hit their tar-
gets and ensure company protability;
• meeting regularly with team leaders to give them
sales gures and plan how they approach their work;
• meeting company directors who advise on strategy
and nding out about any local issues and future
trends
• overseeing the recruitment, selection and retention of
staff as well as payroll matters and staff training
• organising incentives, bonus schemes and competi-
tions
• communicating with sales consultants and providing
encouragement, help and advice
• dealing with disciplinary matters and customer com-
plaints
10. Think about other functions a travel manager exer-
cises. Share your ideas with a partner.
Discuss qualities and skills required to perform the
functions.
11. Watch the video “The Future of the Travel
manager” (https://youtu.be/g1Fr1TcqIKg).
32
Discuss the following questions with a partner.
1) According to the interviewees will a travel manager
remain in demand?
2) Are the functions of a travel manager increasing or
shrinking today? Why?
3) Do you support the interviewees? Why?
Text B
HOW TO START A TRAVEL
AGENT BUSINESS
Vocabulary
1) to create an itinerary – создавать маршрут
2) travel agent software – программное обеспечение
тур агента
3) a franchise owner – владелец франшизы
4) established – зд. признанный
v. to establish – учреждать
n. establishment – учреждение
5) to earn commissions – зарабатывать комиссию
6) start-up costs – расходы на старт-ап
7) proceeds – выручка
8) to process bookings and payments – обрабатывать
бронирование и платежи
9) to track – отслеживать
10) to capture – захватывать; завладеть
11) a testimonial – рекомендация
12) to incur costs – влечь за собой издержки
13) to encourage sales – способствовать продажам
12. Read the text and mark the statements as T/F/NM.
Travel agents provide a variety of services to clients that
include purchasing airline tickets, making hotel and resort
reservations, creating itineraries for tour or cruise packages
and providing information about specic destinations. These
days, travel agents may work from home or at an ofce as
most travel arrangements are made online. To start a travel
agent business, it is helpful to have a working knowledge of
travel agent software, customer service experience and experience in traveling to different parts of the world.
Decide whether to become an independent travel con-
sultant for a travel agency, franchise owner of an established
travel agency or start your own agency. Independent travel
consultants earn commissions for the work they do for a travel
33
agency. Consultants may work from home or in an agency’s
ofce. Start-up costs are usually minimal because computer
software, IATA number which is needed to book ights with
airlines and ofce space are typically provided by the travel
agency. A client list may also be provided. As a consultant,
you may be limited in the types of travel services you can
provide clients. Purchasing a franchise allows you to build a
business on an already successful brand, but you may still be
limited in the types of services you can provide. Starting your
own agency allows you to sell a wider variety of travel services
while allowing you keep all the proceeds from each sale. Startup costs tend to be higher if purchasing a franchise or starting
a business because you will have to nance equipment, such
as a phone, computer and software, Internet service and marketing materials needed to run the business. You will also be
responsible for building a client list.
Determine the types of travel services to offer. Travel services include transportation arrangements (air, train, boat,
car), hotel and resort reservations, cruise packages and specialized tour packages such as eco-tours or city-based tours.
You may also want to specialize exclusively in family travel,
senior travel, corporate travel or academic travel to set your
business apart from other travel agencies.
Create a website that includes a description of travel services, contact information and on-line booking options. Invest
in computer software programs that process client bookings
and payments from your website, track online marketing
campaigns and captures email addresses. Visit websites, such
as Capterra or GetApp, to read reviews about various travel
agency software. Include testimonials of satised clients on
your website. Update your website often by providing interesting content that clients will nd useful when planning a
vacation or traveling for business.
Purchase general liability or home-based business insurance to protect your business in the event of a lawsuit or
settlement. Worker’s compensation insurance may be necessary if hiring employees. This insurance helps pay the costs
incurred through an accident or injury at the workplace.
Create marketing materials, such as brochures, business
cards and yers to promote your travel agency. Build a cli-
34
ent list that includes email addresses, travel preferences, past
travel destinations. Send email updates of travel specials,
events or other information of interest to clients each business
quarter to encourage sales.
(http://smallbusiness.chron.com/start-travel-agent-business-762.html)
Statements
1) The main services, travel agents provide to clients,
include purchasing airline tickets, making hotel and
resort reservations.
2) Independent travel consultants are rewarded for the
work they do for a travel agency.
3) Start-up costs are reduced as travel agencies provide
what they need for work.
4) Creating a website include customers’ reviews both
positive and negative.
5) Send updates of travel special, events and other
information that can be of interest to clients every
month to boost sales.
13. Guess the words by their denitions.
1) a detailed plan for a journey, especially a list of places
to visit; plan of travel
2) organized information in the form of operating
systems, utilities, programs, and applications that
enable computers to work
3) a privilege granted to make or market a good or service under a patented process or trademarked name
4) a percentage of the money received from a total paid
to the agent responsible for the business
5) a means of guaranteeing protection or safety
14. Find in the text the English equivalents of the following:
1) конкретные направления
2) опыт в сфере обслуживания клиентов
3) приобретение франшизы позволит тебе…
4) специализироваться исключительно на семейном
отдыхе
5) отдых для пожилых
35
6) собирать электронные адреса
7) читать отзывы
8) нанимать сотрудников
15. Complete the sentences with the words given below.
holidays setting up competition agency organizes
brands customer service
You won’t be able to compete with the big _______on price
so it is all about what you can offer over and above that as the
service that an independent _______ can offer will be one of
your must appealing attributes to the public. This is where
_______ _______ is so important, what differentiates your
business from others.
_______ _______ as a travel agent shouldn’t be confused
with being a tour operator. The difference is that the former
sells the ________ while the latter _______ them. It’s possible
to set up as an independent tour operator but there is a lot of
_________ for big rms that have the buying power to keep
prices lower.
16. Find 10 spelling mistakes in the text below.
The qualications for becoming a travel agency manager can very from job to job. For example, some employeers
may only reqiure that you have a high school diploma combined with experience in a travel agency, or other relevent
sales or managment experience (such as working for a hotel,
airline, or other tourism, travel or hospitality organization).
Other employers however, will require that you have a
certicate, diploma or degree in a feild that can teach you
skills and competencyes that relating to this sphere, possibly
still combined with relevant experience.
17. Fill in the gaps with appropriate prepositions.
You will be actively dealing -/with/on people all day either on the phone or at/in/with person – which is demanding
even if you are naturally interested with/by/in people. But if
you don’t have the stamina or the inclination for/to/with this
kind of work, owning a travel agency may not be for you.
36
Travel agencies are more about selling advice to/for/with
your clients than holidays. Your customers want to be reassured they will be able to hire a car, go walking or get vegetarian food, so being able to provide this personal touch will be
essential.
You don’t necessarily need to have experience of/about/
with the industry. As with most things it may help, but the
most important thing is to be prepared for/to/towards a steep
learning curve.
18. Role play the situation with a partner.
You’re planning to start up your own travel agency. Your
friend has been running his travel agency for 5 years. You call
him to get some tips.
You need to know:
• whether to become an independent travel consultant
for a travel agency, franchise owner of an established
travel agency or start your own agency
• what types of travel services can be offered
• whether you should create a website and what infor-
mation is to be included
1.3. Cross-cultural management
Lead- in
1. Read the denitions and choose the best from your point
of view. Provide your own version.
Cross cultural management involves managing work
teams in ways that considers the differences in cultures, practices and preferences of consumers in a global or internation-
al business context. (hps://www.reference.com/world-view/
cross-cultural-management-1fe56b1b0418aed8)
In an increasingly global world, business environments
include people from different cultural backgrounds. Cross-culture management techniques help cope with these differences
so as to better succeed in this diverse environment. (hp://
www.ehow.co.uk/facts_6955562_cross_culture-managementdenion.html)
37
Cross–cultural management describes organizational
behavior within countries and cultures; compares organizational behavior across countries and cultures; and seeks to
understand how to improve the interaction of co–workers,
managers, executives, clients, suppliers, and alliance part-
ners from around the world.(hps://phanisarma.les.word-
press.com/2010/11/cross-cultural-management.pdf)
2. Answer the questions.
1) What are the main factors contributing to the importance of cross-cultural management in business environment today?
2) Do you think cross-cultural management is one of the
core issues in Travel and Tourism industry? Why?
3) What are the main challenges of managing people
from different countries?
4) Would you like to experience working for a multinational company?
Vocabulary
1) culture (n.) – культура
corporate culture – корпоративная культура
modern western culture – современная западная
культура
mutual understanding of cultures – взаимопонимание
культур
collectivist cultures – коллективистские культуры
cultural (adj.)
cultural tradition – культурная традиция
cultural diversity – культурное разнообразие
cross-cultural communication – кросс-культурная ком-
муникация
syn. communication across cultures
2) to characterise (v.) – характеризовать, отличать
syn. describe, dene, distinguish
characteristic (n.) – характеристика, особенность,
свойство
general (individual ) characteristic – общая (индивиду-
альная) характеристика, черта, особенность
38
common characteristics – общие черты
personal characterisrics – личностные особенности
3) rationality (n.) – рациональность, разумность
syn. reasonableness
rational – зд. разумный, рассудительный
syn. reasonable
4) sensitivity (n.) – чувствительность, чуткость, дели-
катность
sensitive (adj.) – чувствительный, чуткий, впечатли-
тельный
syn. delicate, responsive, impressionable
sensitively (adv.) – чувствительно, чутко
ant. insensitively
5) particular (n.) – частность, деталь, особенность
in particular – в частности
particularity (n.) – особенность, частность, подроб-
ность
syn. specic feature
particular (adj.) – конкретный, особенный, опреде-
ленный
syn. specic, certain, special
particular importance – особое значение
to give particular attention to – уделять особое внима-
ние чему-л.
to play a particular role – играть особую роль
no particular reason – без особой причины, просто так
particularly (adv.) – особенно, в частности, прежде
всего
syn. – very, extremely, primarily
this is particularly true – это особенно характерно
6) to assert (v.) – утверждать, доказывать, заявлять
syn. claim, prove, declare
assertiveness (n.) – напористость, настойчивость, уве-
ренность в себе
syn. self condence, drive, persistence
assertive (adj.) – напористый, настойчивый,
самоуверенный
syn. energetic, insistent, condent, vigorous, pushy
assertively (adv.) – утвердительно, уверенно
39
7) motive (n.) – мотив, стимул, побуждение
motivation (n.) – мотивация, мотивировка, стимул
syn. motive, incentive
to motivate (v.) – мотивировать, побуждать, стимули-
ровать
syn. encourage, stimulate
to motivate somebody to do something
motivated (adv.) – мотивированный, заинтересованный
syn. reasoned, interested
to be highly motivated – быть очень мотивированным,
заинтересованным
motivating (adj.) – мотивирующий, стимулирующий
motivating factor – стимулирующий фактор,
побудительный мотив
8) to resist (v.) – сопротивляться, противодействовать
syn. oppose, counteract, prevent
to resist change – сопротивляться переменам
resistance (n.) – сопротивление, противодействие
resistant (adj.) – стойкий, устойчивый
9) to impose (v.) – навязывать, налагать, вводить
syn. enforce, apply, introduce
to impose sanctions – ввести санкции
to impose restrictions – вводить ограничения
10) to deliberate (v.) – обсуждать, обдумывать
syn. discuss
deliberation (n.) – обсуждение, размышление
deliberate (adj.) – умышленный, преднамеренный
deliberate murder – преднамеренное убийство
deliberate lie – заведомая ложь
deliberate decision – сознательное решение
deliberate policy – целенаправленная политика
deliberately (adv.) –специально, намеренно / медлен-
но, осторожно
syn. intentionally, purposely / slowly, carefully
11) to desperate (v.) – отчаиваться
syn. despair
desperation (n.) – отчаяние, безысходность
quiet desperation – тихое отчаяние
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