2. Tourism English UNIT 4

3. Part I Lecture Time Assigned PARTMODULESCONTENTS STUDIEDPERIODS I Text A Meeting and Greeting Service 1 II Text B Traveler 0-5 III Listening Check-in0.5 IV Practical Writing Guideline for Writing E-mail 0.5 V Consolidation Speaking 1 Reading Writing VI. Case Problems0.5 Total Six Parts Listening speaking Reading Writing 4

4. Learning Objectives Get to know the importance of first impression Understand the guidelines for meeting and greeting Learn to write e-mail Learn to check-in

5. Part I. Text A Tour Guide’s Principle Duties

6. Learning Objectives 1. Get to know the importance of first impression 2. Understand the guidelines for meeting and greeting 3.Get to know the importance of a tour guide’s good service

7. Main Content the First Touch Guidelines for meeting and greeting Before boarding important Goals of service Requirements for the tour guide Importance of great greeting Questions for discussion

8. the First Touch Terminals : at the airport or a wharf the first face: the representative of his/her travel agency the image of a tour destination. shape their first impression greeting the most important stage winning the confidence and respect of your guests. Looking cheerful and smart, talking in a respect of your guests. in a courtesy manner, being professional and reliable, getting things done effectively

9. Guidelines for meeting and greeting be fully prepared for the service check on the flight -- accurate scheduled time and flight number reconfirm two hours before heading for the airport. show up at the airport at least 30 minutes earlier Guide Equipments: ID card, a flag of your company, placard with a tourist’s name, a megaphone/mini-amplifier, forms of comment, business card, a cap, an umbrella or a raincoat, Contact the Driver: mobile phone number, a good working relationship. Talk about the itinerary with the driver Inspect the vehicle to make sure it is tidy and clean, the public-address system in excellent working condition. Straightening up seats and get each seat a trash bag, Park position

10. Guidelines for meeting and greeting Dressed properly Prepared for Flight Delays or No-shows Locate Guests :logos and badges greet your clients warmly and cheerfully upon their arrival reconfirm the name, country or place they come from or the name of organized travel agency. in consistence with the name list have a social conversation with each client. an affirmative nod and eye contact Gathering guests and Luggage: Turn the luggage over to the bellmen, and then politely direct your clients to the coach or limousine

11. Before boarding offer special assistance : much luggage or difficulties, disabilities. Assist with the stowing of their luggage and seating. When all sit back, check on the suitcases on the rack. keep them safe and sound. Get another head count politely and carefully. announce departure and instruct your bus driver to get moving.

12. important Goals of service Welcome speech: Know each other Help to provide good service Treated with courtesy and respect

13. Requirements for the tour guide punctual, prompt, patient, smartly dressed, and providing assistance to all customers in a courteous, consistent, professional, timely and efficient manner.

14. Importance of great greeting Impressive and receptive service a successful debut establish a positive and sustainable relationship with his guests.

15. Questions for Discussion – How can the tour guide establish a positive and sustainable relationship with his/her guests? – What guidelines exist in the preliminary step? – What equipment does a tour guide need for the job? – Is the tour guide a public image? – Should a guide show concern for a guests’ flight trip?

16. Text B Traveler Part II.

17. Learning Objectives: 1.Get to know the types of travelers 2.Learn the types of activities in the destination 3.Understand the three sources of traveler’s motivation

18. types of travelers see the sights, visit friends and relatives do little else but relax participate in leisure activities such as fishing or sports. trips for the business people, convention delegates, pilgrims and other travelers.

19. Travel motivation suit their personal psychological and motivational profile. at the core of successful business practice three main sources of ideas concerning travel motivation. Historical and literary accounts of travel and travelers the discipline of psychology and its long history the current practices of tourism industry researchers

20. Types of activities in destination Communing with nature : visiting open areas, such as parks and commons, rambling, walking, etc. Historical heritage : visiting castles, stately homes, museums, ancient monuments, religious sites, galleries and battlefields; Attractions : visiting zoos, safari parks, waxworks, theme parks, etc. sport activities : taking park in or watching various forms of indoors, outdoor and water sports, such as bowling, fishing, sailing, golfing, shooting, swimming, surfboarding, motor racing, football, cricket, etc.

21. Types of activities in destination Entertainment: other than sport, this may include visits to the cinema,theatre, bars, concerts, discos, restaurants, etc. Relaxation : sunbathing, resting, reading, etc. Health: taking healthcare treatment, saunas, massage, therapy, etc. shopping : browsing, souvenir or antique hunting, special- purpose trips for new outfits, gifts, new high-cost equipment, etc. Business activities : meetings, conferences, exhibitions, etc.

22. Questions for discussion What kind of people is regarded as traveler? How many kinds of travelers can be divided into? Why do people travel? What are the main activities for travelers to demand in the destination ? What are different travel motivations discovered from different aspects?

23. Text A Recording The meeting or greeting at the __ or a __ or any other equivalent ____ upon guests’ arrival is the first ___ between a guide and his/her guests. A guide is likely the first face guests will see in a foreign destination. The tour guide is not only the ____of his/her travel agency, but also the ___of a tour destination. What he/she says and acts helps guests to ___ their first ____ which may go a long way toward ___whether the tour will be a _____one or not. Fill in the blanks KEYS

24. 1.There are many other types of tourists, such as business people, ___, ___and other travelers. 2. Travelers do not visit a place with standard ___ destination features but, instead, journey to a location where they select activities and holiday experiences among those offered to suit their personal ____ and ____ profile. 3. When tourist expectations are met or exceeded by tourism operations, one can expect repeat business and positive ____ advertising, as well as the ability to maintain or even increase the ___ level of changing for the existing tourism service. 4. while the list of motives from _____ theories and the ____ of travel provides a rich source of potential motives, an understanding of travel motivation makes sense only in a particular ___.. Listen and fill in the blanks KEYS Recording Text B Traveler

25. Part III. Listening Check-in 1.Study the Words And Proper Names. 2. learn how to check in 3.Listen To Dialogue And Answer The Questions Listed After The Dialogue 4.Make Pair Task The Dialogue and Its Recording Next Slide

26. Check -in

27. Two guests check in at the reception of the Cape Grace Hotel in Cape Town, South Africa. Listen and put the following actions in the correct order. Is the receptionist polite? Listening comprehension KEYS

28. Part IV. Writing Guideline for Writing Emails Guideline for Writing Emails 1.Get to know an Email format 2.Sample 3.Write an Email

29. How to write an Email Style: formal, informal Guidelines: – Always complete the subject/ reference line – Keep the message reasonably short – Leave a line before new paragraphs – Check that the receiver’s email address is correct – Attach any documents you want to send. It is a good idea to attach them before you start typing – Avoid underlining words, it looks like a hyperlink to a website. – Avoid CAPITAL letters, it looks aggressive

30. Sample Re: Your booking 15-18 Oct. Dear Ms Navaro, Thank you for your email of 2 Sept. We are delighted to confirm the booking for you and your party of five guests. We have reserved three double rooms with en suite bath for 15-18 October. I can confirm the room rates will be $180 per person per night. This is inclusive of the 10 percent group discount. We look forward to welcoming you on the 15 October. Best regards, Yours very truly Susan Liu Reservations Manager Berlin Hotel Bismarck Encl. 2copies of Hotel Facilities

31. KEYS Part I Listening Activities Listening 1 1. airport 2.wharf 3. terminals 4. 5. representative 6.image 7. shape 8. impression 9. determining 10. pleasant Listening 2 1. convention delegates, pilgrims 2. objective psychological motivational 3. word –of- mouth, current 4. psychology history/literature context BACK

32. Part V. CONSOLIDATION ： SPEAKING: Travel Plan READING WRITING: Write an Email

33. Speaking: Role play What are your partner’s plan for his/her next holiday? Where and when length of stay transport The weather holiday activities accommodation food

34. Writing exercise Write a letter to US Travel and Tourism Department of Commerce, Washington, D.C. 20230, asking for information about the most recent American tourism statics. Use your own return address.

35. Part VI. Case Problems 1.What can the guide do if the tourist asks to change room for his roommate’s snoring? 2.What will be done if the tour party arrives at the meeting place earlier than the tour guide? 3.What will the local guide do if the tour party is to arrive behind schedule, probably one day late? 4. What can be done if the departure from a local place has to be postponed for the short supply of soft berths?

36. Word bank Initial 最初的 insignia 勋章， 徽章 Perception 洞察力，感觉 placard 接机牌 Bouquet 花束 assertive 断定的 过分自信的 Preliminary 预备的 conspicuous 显著的 Hygiene 卫生 paramount 极为重要的 Public-address system 扩音系统 be susceptible 对 … 敏感 International travel 国际旅行 sightseeing trip 观光旅行 Holiday travel 度假旅行 package tour 包价旅游 All expense tour 全包价旅游 inbound tour 入境旅游 mass produced holiday package 成批假日报价旅游包价旅游 out-of –season tour 淡季旅游 independent tour 个体旅游 foreign escorted tour 有陪同的国外旅游 transit passenger 过境旅客

37. Have a nice class! Thank You !